3-SLCI27013 Attachment 2 -Scope of Work.docx

Salt Lake City Corporation Request for Proposals, RFP No. SLCI27013 AI-enabled non-emergency public safety call handling and assistive solution Emergency 911

Scope of Work

1. Project Overview Salt Lake City Corporation (“City”) is seeking proposals from qualified vendors to provide an AI-assisted non-emergency call handling solution for designated non-emergency (10-digit) and administrative public safety lines. The solution is intended to enhance operational efficiency, improve caller experience, and support public safety communications personnel through AI-assisted call handling, routing, transcription, and escalation capabilities.

The proposed solution shall support public safety operational environments while ensuring that emergency calls and emergency-related situations are appropriately identified and escalated to live 911 telecommunicators when necessary. Under no circumstances shall the solution replace, delay, or interfere with primary 911 emergency call handling operations.

The selected vendor shall provide all labor, software, licensing, implementation services, support services, maintenance, integrations, training, and related resources necessary to deploy and support the solution.

2. Scope of Services

2.1 Emergency Detection and Escalation

The solution shall continuously monitor caller interactions for indicators of potential emergency situations and support immediate escalation workflows when emergency conditions are identified.

The solution shall:

i. Interrupt AI interaction upon detection of a potential emergency event

ii. Transfer callers directly to a live 911 telecommunicator without requiring the caller to redial, where technically feasible

iii. Allow callers to request transfer to a live operator at any point during the interaction

iv. Support configurable escalation rules, thresholds, workflows, and operational criteria

v. Operate solely on designated non-emergency and administrative lines and shall not replace or delay primary 911 operations

2.2 Integration with Existing Systems

The vendor shall provide a solution capable of integrating with the City’s existing public safety communications and operational systems, currently Motorola Vesta.

The solution shall:

i. Support integration with telephony and public safety communications infrastructure

ii. Support integration with CAD systems, where applicable

iii. Support real-time information sharing with telecommunicators and dispatch personnel

iv. Support operational workflows where traditional 911 location data may be unavailable or incomplete

v. Utilize scalable cloud-native or cloud-enabled architecture compatible with City operational environments

2.3 AI Functionality and Operational Performance

The vendor shall provide advanced AI-assisted non-emergency call handling capabilities designed for public safety operational environments.

The solution shall:

i. Support AI-assisted or automated handling of non-emergency calls

ii. Support conversational AI capable of dynamic caller interactions

iii. Provide real-time transcription, translation, and summarization capabilities

iv. Support intelligent call routing based on jurisdiction, call type, operational criteria, and configured workflows

i. Include AI safety controls, including hallucination mitigation and bias monitoring capabilities

ii. Demonstrate documented operational performance metrics, including diversion rates, escalation accuracy, and deployment outcomes from existing operational environments

2.4 Analytics and Reporting

The vendor shall provide configurable analytics, reporting, and operational monitoring capabilities.

The solution shall:

i. Provide real-time operational dashboards and reporting tools

ii. Support reporting related to call volumes, diversion rates, escalation events, wait times, and overall system performance

iii. Maintain audit logs and historical reporting capabilities

iv. Allow export of operational data and reports for internal analysis, compliance, and records management purposes

v. Support quality assurance and performance monitoring workflows

2.5 Administrative Functionality

The vendor shall provide administrative tools and controls that allow authorized agency personnel to independently manage operational configurations.

The solution shall:

i. Allow authorized personnel to modify call flows, prompts, routing logic, escalation criteria, and operational workflows without requiring vendor intervention

ii. Support role-based administrative access controls with configurable permissions

iii. Provide user-friendly administrative interfaces and configuration tools

iv. Support configurable workflows and operational scalability

v. Maintain change tracking and audit logging for administrative modifications

2.6 Implementation, Support, and Maintenance

The vendor shall provide all implementation, onboarding, training, maintenance, and support services necessary for successful deployment and ongoing operation of the solution.

The vendor shall:

i. Provide a detailed implementation and deployment plan

ii. Provide onboarding, configuration, testing, and training services

iii. Provide ongoing technical support, maintenance, updates, and system optimization services

iv. Demonstrate experience supporting public safety agencies, PSAPs, or similarly complex operational environments

v. Demonstrate the ability to support high call volumes, surge events, and operational continuity requirements

vi. Identify dedicated support resources, communication procedures, and escalation processes for operational or technical issues image1.png