STATE PURCHASING DIVISION

OF THE

GENERAL SERVICES DEPARTMENT

AND

NEW MEXICO DEPARTMENT OF FINANCE AND ADMINISTRATION

REQUEST FOR PROPOSALS (RFP)

NG-911 Call Handling Systems and Related Hardware, Software, and Services

RFP#

70-00000-26-00005

RFP Release Date: August 13, 2026

Proposal Due Date: September 15, 2026

ELECTRONIC-ONLY PROPOSAL SUBMISSION

Table of Contents

GSD/SPD Version 1.8 2024-04 ii

I. INTRODUCTION

A. PURPOSE OF THIS REQUEST FOR PROPOSALS

The purpose of the Request for Proposal (RFP) is to solicit sealed proposals to establish a contract through competitive negotiations for the procurement of Next Generation 911 (NG-911) call handling systems, related hardware, software, and services as defined in this RFP.

The proposed NG-911 call handling systems and related services are to ensure that, regardless of phone service carrier, dialing 911 in an emergency situation does not affect the ability to access emergency services. Additionally, these solutions must be interoperable with legacy, transitional and i3 solutions provided by other disparate systems.

The NM911 Program is seeking contractors to provide continuous, reliable, operations of call handling infrastructure by securing expert technical support for remote monitoring and effective management of system performance, on-site support, maintenance, repair, and issue resolution.

As a result of this procurement, the General Services Department (GSD) expects to establish multiple Statewide Price Agreements to provide NG-911 call handling systems, related hardware, software, and services within the State of New Mexico. This procurement and the awarded agreements will be with the Department of Finance and Administration per statute Section 63-9D-1 through 63-9D-20 NMSA 1978 and the New Mexico Regulations NMAC 10-6-2.

B. BACKGROUND INFORMATION

The New Mexico 911 (NM911) Program is managed by the NMDFA. The New Mexico 911 (NM911) Program provides fiscal and technical program support to Public Safety Answering Points (PSAPs) and Local Governments. Our mission is to enhance communication, collaboration, and customer service to enable an effective and quality 911 system for all residents of New Mexico.

The NM911 Program was created by Section 63-9D-1 through 63-9D-20 NMSA 1978 (“Enhanced 911 Act”) to further the public interest and protect the safety, health, and welfare of the people of New Mexico by enabling the development, installation, and operation of enhanced 911 emergency reporting systems to be operated under shared state and local government management and control. The NM911 Program’s goal is to provide a best-in-class 911 system that utilizes emerging technology to facilitate efficient and reliable public safety responses. Our vision is to best serve the diverse communities of New Mexico by ensuring a modern, resilient, and effective 911 system.

New Mexico is geographically the fifth largest state in the United States, however with just over 2.1 million people it is 36th in population and 46th in population density. This highlights the need to ensure parity of service for those rural areas of New Mexico to ensure they also benefit from the transition to NG911.

NM911 currently serves 44 Primary PSAPs with 342 primary call taking positions that consistently handle over 2 million calls per year. The supported PSAPs have NG911-ready NENA i3 compliant CHE on-premise, with 2 PSAPs supported by cloud call handling solutions. The DFA is contracted with Motorola Solutions Connectivity, Inc. (MSCI) for the implementation and transition to a statewide i3 compliant NG911 solution. All 44 PSAPs are live on State’s ESInet and Motorola Next Generation Core Services. The State has filed its phase 1 request to the FCC and OSP migration are ongoing.

The NM911 Program is currently contracted with the Earth Data Analysis Center (EDAC) at the University of New Mexico (UNM) to securely acquire geospatial data from local government entities, validate and process data into the statewide model; and make such data available for download on the PSAP Map Servers. The NM911 statewide dataset is NENA i3 compliant, and the State has recently finalized PSAP and ESN boundaries.

The purchasing entities that may utilize the awarded agreement(s) are PSAPs, local governing bodies and/or other governmental entities within New Mexico. The State of New Mexico includes but is not limited to the following PSAPs:

Current PSAP List

505-334-6622

(side A)

Farmington Airport, 1405 W NAVAJO ST

FARMINGTON NM 87401

505-798-7000

575-769-1921

(Secondary/Back-up PSAP) 575-646-3311

C. SCOPE OF PROCUREMENT

This procurement will result in one or more Statewide Price Agreements that may be utilized by all State of New Mexico agencies, commissions, institutions, political subdivisions and local bodies allowed by law.

The scope of the procurement is intended to provide PSAPs, local governing bodies and/or other governmental entities throughout New Mexico with available NG-911 call handling systems, related hardware, software, and related services/labor such as training and services, at the best value for providing continued and improved 911 emergency services to protect the safety, health and welfare of the people and visitors of the State of New Mexico.

Offerors may submit a proposal for either Cloud or On-Premise Call Handling Systems OR both. All NG911 Call Handling System configurations must be able to interconnect to State’s ESInet and NGCS and complete interoperability testing.

This request for proposals (RFP) is intended to result in multiple statewide price agreement awards. There are no volume or purchase commitments by the PSAPs/purchasing entities or the State of New Mexico for the proposed NG-911 call handling systems, related hardware, software, and services/labor awarded from this procurement. However, the proposed NG-911 call handling systems and related hardware, software, and services/labor awarded must be available to the PSAPs/purchasing entities should they elect to make any purchases and/or request quotes. The PSAPs’ fiscal agent shall retain ownership of any awarded systems and related hardware purchased pursuant to an agreement resulting from this RFP. Other than PSAPs, other purchasing entities shall retain ownership of any systems purchased pursuant to an agreement resulting from this RFP. Any software purchased pursuant to an agreement resulting from this RFP will be licensed to the PSAP or purchasing entity and is subject to the terms and conditions of APPENDIX C. All software and its associated documentation will be licensed, not sold, to the PSAP or purchasing entity.

THIS AGREEMENT WILL BECOME EFFECTIVE AND BINDING ONLY UPON THE SIGNATURE OF THE STATE PURCHASING DIVISION.

The RFP may result in multiple price agreement awards by manufacturer type. There are no volume or purchase commitments by the State of New Mexico for the equipment and related services awarded from this procurement. However, the equipment, software, and related services included in the awarded Agreements must be available to the Procuring Agency or PSAP if the Agency elects to make any purchases. The Procuring Agency shall retain ownership of all equipment purchased pursuant to this Agreement. between the Department of Finance and Administration. The price agreement shall be for five (5) years from date of award, with options to renew for an additional five (5) year option upon approval of all parties. This Agreement, including all renewals, shall not exceed (10) ten years.

D. PROCUREMENT MANAGER

The State has designated a Procurement Manager who is responsible for the conduct of this procurement whose name, address, telephone number and e-mail address are listed below:

1. Any inquiries or requests regarding this procurement must be submitted, in writing, to the Procurement Manager. Offerors may contact ONLY the Procurement Manager regarding this procurement. Other state employees or Evaluation Committee members do not have the authority to respond on behalf of the SPD.

2. Protests of the solicitation or award must be submitted in writing to the Protest Manager identified in Section II.B.13. As a Protest Manager has been named in this Request for Proposals, pursuant to §13-1-172 NMSA 1978 and 1.4.1.82 NMAC, ONLY protests delivered directly to the Protest Manager in writing and in a timely fashion will be considered to have been submitted properly and in accordance with statute, rule and this Request for Proposals. Protests submitted or delivered to the Procurement Manager will NOT be considered properly submitted.

E. PROPOSAL SUBMISSION

Submissions of all proposals must be accomplished via SPD’s eProNM electronic procurement system. Refer to Section III.B.1 for instructions.

F. DEFINITION OF TERMINOLOGY

This section contains definitions of terms used throughout this procurement document, including appropriate abbreviations:

Additional NG-911 Call Handling Specific Definitions:

1. “Complete Working Order” means the uninterrupted, defect free operation of the system, to include major and minor failures as defined in the “Failure Prioritization Schedule”, and related (hardware, software to include software subscription, and related services/labor) that meets all applicable specifications and other requirements of the awarded agreement.

2. “Dedicated Operations Manager” means the person responsible for post warranty maintenance and support to ensure complete working order of the system in adherence to the Failure Prioritization Schedule component of the scope of work.

3. “Dispatch Console” means commercial grade workstation furniture that supports 911 equipment, such as keyboard, mouse, and screens, capable of being adjusted to the height and ergonomic requirements of the individual dispatcher.

4. “Emergency medical, fire and law enforcement dispatch software” means software used in a PSAP that provides prompts for the dispatcher for emergency situations pertaining to fire, law enforcement and medical, based on nationally established protocols.

5. “ESInet” (Emergency Services IP network) means a managed IP network that is used for emergency services communications, and which can be shared by all public safety agencies. It provides the IP transport infrastructure upon which independent application platforms and core services can be deployed, including, but not restricted to, those necessary for providing NG-911 services. ESInets may be constructed from a mix of dedicated and shared facilities. ESInets may be interconnected at local, regional, state, federal, national and international levels to form an IP-based inter-network (network of networks). The term ESInet designates the network, not the services that ride on the network, as defined by the NENA master glossary of 911 terminology, revision date 4/13/2018.

7. “Fiscal Agent” means the selected/participating entity designated by the Public Safety Answering Points (PSAPs), other than the Department of Finance and Administration that is designated to administer and manage all financial matters on behalf of the PSAPs.

8. “Generators” a stand-alone device that generates electrical power in the event of a power outage.

9. “Geo-Diverse Systems” means solutions that “split” a controller between two or more geographically diverse locations such as a Police Department or Sheriff’s Office that has a second location that can serve as a backup or two or more agencies that partner together on a regional/shared system.

10. “Hosted” and/or “Remote” means a single controller supporting multiple PSAPs.

12. “Language Translation Services” a third party, off-site provider of voice translation service, over the phone, for foreign language speaking 911 callers.

13. “Local Governing Body” means the board of county commissioners of a county or the governing body of a municipality as defined in the Municipal Code [Chapter 3 NMSA 1978, except Article 66].

14. “Local Public Body” pursuant to 13-1-99 NMSA, means every political subdivision of the state and the agencies, instrumentalities and institutions thereof, including two-year post-secondary educational institutions, school districts and local school boards and municipalities, except as exempted pursuant to the Procurement Code [Section 13-1-28 through 13-1-199 NMSA 1978].

15. “Logging Recorders” means a stand-alone device that records, stores and is capable of playing back all telephony and radio communications to a PSAP, both in-bound and out-bound. Logging recorders have the capability of simultaneously recording from several sources.

17. “Manufacturer” means an original equipment producer of branded or unbranded integrated products.

18. “Manufacturer Certified Technician” means technicians that are trained and certified by the manufacturer on its proposed system(s).

19. “Manufacturer’s Suggested Retail Price” or “MSRP” means the advertised price which the manufacturer recommends the retailer/reseller sell the product.

20. “Map Server” means a server that houses maps which are propagated to each workstation in a specific PSAP.

21. “Next Generation 911” or “NG-911” means a call handling system consisting of network, hardware, software, data and operational policies and procedures that; (1) provides standardized interfaces from call and message services; (2) processes all types of emergency calls, including non-voice (multimedia) messages; (3) acquires and integrates additional data useful to call routing and handling; (4) delivers the calls, messages and data to appropriate public safety answering points and other appropriate emergency entities; (5) supports data and communications needs for coordinated incident response and management; and (6) provides a secure environment for emergency communications.

22. “NG911 Call Handling Equipment” is a communications software call handling system and equipment used to receive and process Calls. It includes the interfaces, devices and applications utilized by the Agents to handle the call. Must include NG-911 System Capabilities and Features as defined in the NENA i3 standard, including but not limited to, SIP Support, location information, multimedia support, call queuing, interoperability, fault tolerance, secure data, system management.

23. “NG-911 Implementation and Ongoing Support Services” means the work made for hire services of system, management and system analysts, project managers, planners, researchers, technical specialists, or any other persons or businesses providing similar services related to NG-911 emergency systems.

24. “Onsite Project Manager” means an NG-911 solution-focused project manager assigned by the vendor to achieve the project and/or operational objective to include but not limited to leading, coordinating, performing the pre-installation planning, project management, coordination of data acquisition for the mapping system, documentation delivery, attend meetings, provide requested reports, prior to the delivery of the NG-911 System(s) for a complete and successful installation. This onsite project manager shall not be the installation technician. Any waiver from this requirement must be approved by the PSAP Director/Manager.

25. “Operations Manager” is the dedicated person that oversees manufacturer certified technicians and ongoing maintenance to include remote monitoring, work orders, and tickets. Manages service agreements and renewals, ensures compliance with SLA’s.

26. Position (Define)

27. “Post System Acceptance Training” means onsite end user and technical user training that includes but not limited to system operation.

28. “PSAP” or “public safety answering point” means a twenty-four-hour local communications facility that receives 911 service calls and directly dispatches emergency response services or that relays calls to the appropriate public or private safety agency.

29. “Radio” means wireless transmission and reception of electric impulses or signals by means of electromagnetic waves.

30. “Related Services” or “Related Services/Labor” means onsite project management services, installation, 1 year warranty on the NG-911 system, training of existing/new systems to include post system acceptance training for end-users and technical users as defined in, and any mandatory requirements in support of the NG-911 system. Excluding post warranty maintenance and support of existing/new NG-911 systems.

31. “Remote Diagnostics” means the ability to evaluate an NG-911 system problem through network access to the site for the purpose of diagnosing the problem.

32. “Replacement Parts” means parts provided by the contracted vendor during warranty and post warranty maintenance and support to repair any major and minor failures of the system.

33. “Software” means machine-readable object code instructions that may be embedded and/or preloaded on equipment or LAN hardware. The term “software” applies to all parts of software and documentation, including new releases, updates, and modifications of software. For software, the term “purchase” means “license”. Contractor shall deliver applicable licenses with the software.

34. “Software Patches” means to correct known bugs or specific problems within the software that makes it perform less than optimally. All patches are included in the software subscription at no added cost to the monthly cost of maintenance and support services.

35. “Software Subscription” means an annual license fee made available to users for NG-911 software services to include software patches and updates and any labor services related to the software subscription.

36. “Software Updates” means a comprehensive revision to the most recently installed version of software bundled with the NG-911 system, to provide performance improvements and other enhancements. All software updates are included in the software subscription at no added cost to the monthly cost of maintenance and support services.

37. “Software Upgrades” means an upgraded version of software with a new major version, adding significant new features and functionality. These upgrades are not included in the base subscription, and their costs must be clearly outlined as part of the maintenance and support services.

38. “Spare Parts” means cache of parts that are included with the purchase of an NG-911 system and are owned by the PSAP and/or purchasing entity.

39. “Staff” means any individual who is a full-time, part-time, or an independently contracted employee with the Offerors’ company.

40. “Training” means any formal courses/classes that are designed to deliver the guidance to operate the NG-911 system(s). The training excluded from the scope of this RFP are any courses for PSAP related licensure and certification training programs.

41. “Uninterruptable Power Supply” or “UPS” means a device that provides emergency power, while the generator is powering on, to a load when the input power source or main power fails or falls to unacceptable levels.

42. “Warranty” means the Offeror guarantees the NG-911 system and related hardware, software to include software subscription, and Related Services/Labor shall be in Complete Working Order as defined in this RFP for a minimum of 1 year or 12 months starting from the date of final acceptance by the PSAP Director/Manager (Warranty Period). The Contractor shall repair all major and minor failures as defined in the “Failure Prioritization Schedule” after final acceptance during the Warranty Period.

G. PROCUREMENT LIBRARY

A procurement library has been established. Offerors are encouraged to review the material contained in the Procurement Library by selecting the link provided in this document through your own internet connection. The library contains information listed below:

RFP, Questions & Answers, RFP Amendments, etc.

https://www.generalservices.state.nm.us/state-purchasing/active-itbs-and-rfps/active-procurements/

II. CONDITIONS GOVERNING THE PROCUREMENT

This section of the RFP contains the schedule of events, the descriptions of each event, and the conditions governing this procurement.

A. SEQUENCE OF EVENTS

The Procurement Manager will make every effort to adhere to the following schedule:

2. Acknowledgement of Receipt Form

Potential Offerors

August 20, 2026

August 26, 2025

4. Deadline to submit Written Questions Potential Offerors

August 28, 2026

5. Response to Written Questions Procurement Manager

September 3, 2026

September 21, 2026

October 9, 2026

October 16, 2026

*Dates indicated in Events 7 through 13 are estimates only and may be subject to change without necessitating an amendment to the RFP.

B. EXPLANATION OF EVENTS

The following paragraphs describe the activities listed in the Sequence of Events shown in Section II.A., above.

1. Issue RFP This RFP is being issued on behalf of the State of New Mexico Department of Finance and Administration on the date indicated in Section II.A, Sequence of Events.

2. Acknowledgement of Receipt Form Potential Offerors may e-mail the Acknowledgement of Receipt Form (APPENDIX A), to the SPD buyer, Theresa Mendibles, theresa.mendibles@gsd.nm.gov, to have their organization placed on the procurement Distribution List. The form must be returned to the SPD Buyer by 3:00 PM MST/ MDT on the date indicated in Section II.A, Sequence of Events

The procurement distribution list will be used for the distribution of written responses to questions, and/or any amendments to the RFP. Failure to return the Acknowledgement of Receipt Form does not prohibit potential Offerors from submitting a response to this RFP. However, by not returning the Acknowledgement of Receipt Form, the potential Offeror’s representative shall not be included on the distribution list, and will be solely responsible for obtaining from the Procurement Library (Section I.G.) responses to written questions and any amendments to the RFP.

3. Pre-Proposal Conference Attendance at the pre-proposal conference is a MANDATORY requirement for any Offerors proposal to be accepted.

A mandatory pre-proposal conference will be held as indicated in Section II.A, Sequence of Events, beginning at 10:00 A.M. MST/MDT via MS Teams.

Microsoft Teams meeting Join: https://teams.microsoft.com/meet/2921116190543?p=fDqJRJmGSjXvDDM49f Meeting ID: 292 111 619 054 3 Passcode: Rq3VC6sK

Dial in by phone +1 505-312-4308,116040548# United States, Albuquerque

(888) 506-1357,116040548# United States (Toll-free) Phone conference ID: 116 040 548# Potential Offeror(s) are encouraged to submit written questions in advance of the conference to the Procurement Manager (see Section I.D). The identity of the organization submitting the question(s) will not be revealed. Additional written questions may be submitted at the conference. All questions answered during the Pre-Proposal Conference will be considered unofficial until they are posted in writing. All written questions will be addressed in writing on the date listed in Section II.A, Sequence of Events. A public log will be kept of the names of potential Offeror(s) that attended the pre-proposal conference.

4. Deadline to Submit Written Questions Potential Offerors may submit written questions to the Procurement Manager as to the intent or clarity of this RFP until 5:00 PM MST/MDT as indicated in Section II.A, Sequence of Events. All written questions must be addressed to the Procurement Manager as declared in Section I.D. Questions shall be clearly labeled and shall cite the Section(s) in the RFP or other document which form the basis of the question.

5. Response to Written Questions Written responses to the written questions will be provided via e-mail, on or before the date indicated in Section II.A, Sequence of Events, to all potential Offerors who timely submitted an Acknowledgement of Receipt Form (Section II.B.2 and APPENDIX A).

The Questions and Answers will be posted to: https://www.generalservices.state.nm.us/state-purchasing/active-itbs-and-rfps/active-procurements/

6. Submission of Proposal Only electronic proposal submission is allowed. Do not submit hard copies until further notice.

ALL PROPOSALS MUST BE RECEIVED BY THE PROCUREMENT MANAGER OR DESIGNEE NO LATER THAN 3:00 PM MST/MDT ON THE DATE INDICATED IN SECTION II.A, SEQUENCE OF EVENTS. NO LATE PROPOSAL CAN BE ACCEPTED. The date and time of receipt will be recorded on each proposal. Proposals will be time-stamped in the system when the Offeror clicks “OK” after “Review and Submit.” Such electronic submissions will be considered sealed in accordance with statute.

It is the Offeror’s responsibility to ensure all documents are completely uploaded and submitted electronically via the eProNM system by the deadline set forth in this RFP. The eProNM system will automatically cease uploading data at the date and time of the deadline. Please ensure that you, as the Offeror, allow adequate time for large uploads and to fully complete your submittal by the deadline. A submission that is not both: (1) fully complete; and (2) received, via the eProNM system by the deadline, will be deemed late. Further, a submission that is not fully complete and received via the eProNM system by the deadline because the response was captured, blocked, filtered, quarantined or otherwise prevented from reaching the proper destination server by any anti-virus or other security software will be deemed late. In accordance with statute and rule, NO LATE PROPOSAL CAN BE ACCEPTED.

Proposals must be submitted electronically through SPD’s eProNM electronic procurement system. Refer to Section III.B.1 for instructions. Proposals submitted by facsimile, or other electronic means other than through the SPD electronic e-procurement system, will not be accepted.

A log will be kept of the names of all Offeror organizations that submitted proposals. Pursuant to §13-1-116 NMSA 1978, the contents of proposals shall not be disclosed to competing potential Offerors during the negotiation process. The negotiation process is deemed to be in effect until the contract is awarded pursuant to this Request for Proposals.