GSD/SPD Version 1.8 2024-04

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

ii

Table of Contents

I. INTRODUCTION

A. PURPOSE OF THIS REQUEST FOR PROPOSALS

B. BACKGROUND INFORMATION

C. SCOPE OF PROCUREMENT

D. PROCUREMENT MANAGER

E. PROPOSAL SUBMISSION

F. DEFINITION OF TERMINOLOGY

G. PROCUREMENT LIBRARY

II. CONDITIONS GOVERNING THE PROCUREMENT

A. SEQUENCE OF EVENTS

B. EXPLANATION OF EVENTS

1. Issue RFP

2. Acknowledgement of Receipt Form

3. Pre-Proposal Conference

4. Deadline to Submit Written Questions

5. Response to Written Questions

6. Submission of Proposal

7. Proposal Evaluation

8. Selection of Finalists

9. Best and Final Offers

10. Finalize Contractual Agreements

11. Contract Awards

12. Protest Deadline

C. GENERAL REQUIREMENTS

1. Acceptance of Conditions Governing the Procurement

2. Incurring Cost

3. Prime Contractor Responsibility

4. Subcontractors/Consent

5. Amended Proposals

6. Offeror’s Rights to Withdraw Proposal

7. Proposal Offer Firm

8. Disclosure of Proposal Contents

9. No Obligation

10. Termination

11. Sufficient Appropriation

12. Legal Review

13. Governing Law

14. Basis for Proposal

15. Contract Terms and Conditions

16. Offeror’s Terms and Conditions

17. Contract Deviations

18. Offeror Qualifications

19. Right to Waive Minor Irregularities

20. Change in Contractor Representatives

21. Notice of Penalties

22. Agency Rights

23. Right to Publish

24. Ownership of Proposals

25. Confidentiality iii

26. Electronic mail address required

27. Use of Electronic Versions of this RFP

28. New Mexico Employees Health Coverage

29. Campaign Contribution Disclosure Form

30. Letter of Transmittal

31. Disclosure Regarding Responsibility

III. RESPONSE FORMAT AND ORGANIZATION

A. NUMBER OF RESPONSES

B. ELECTRONIC SUBMISSION

C. PROPOSAL CONTENT AND ORGANIZATION

IV. SPECIFICATIONS

A. DETAILED SCOPE OF WORK

B. TECHNICAL SPECIFICATIONS

1. Company Description

2. Organizational Experience

3. Organizational References

4. Mandatory Specifications

5. Desirable Specifications

C. BUSINESS SPECIFICATIONS

1. Letter of Transmittal Form

2. Campaign Contribution Disclosure Form

3. Quote and Invoice Requirements

4. Financial Stability

5. Cost

V. EVALUATION

A. EVALUATION POINT SUMMARY

B. EVALUATION FACTORS

1. B.1 Company Description

2. B.2 Organizational Experience (See Table 1)

3. B.3 Organizational References (See Table 1)

4. B.4 Mandatory Specifications

5. C.1 Letter of Transmittal (See Table 1)

6. C.2 Campaign Contribution Disclosure Form (See Table 1)

7. C.3 Quote and Invoice Requirements (See Table 1)

8. C.4 Financial Stability (See Table 1)

9. C.5 Cost (See Table 1)

C. EVALUATION PROCESS

APPENDIX A

ACKNOWLEDGEMENT OF RECEIPT FORM

APPENDIX B

CAMPAIGN CONTRIBUTION DISCLOSURE FORM

APPENDIX C

DRAFT CONTRACT

EXHIBIT A – SCOPE OF WORK

APPENDIX D

COST RESPONSE FORM

iv

APPENDIX D.1

NG-911 MSRP CATALOG LISTING BY MANUFACTURER TYPE

APPENDIX D-2

ADDITIONAL OPTIONS AND/OR VALUE-ADDED OPTIONS

COST RESPONSE FORM

APPENDIX E

LETTER OF TRANSMITTAL FORM

APPENDIX F

ORGANIZATIONAL REFERENCE QUESTIONNAIRE

APPENDIX G

4.1 NG-911 GENERAL SYSTEM REQUIREMENTS

4.2 TESTING, ACCEPTANCE, AND CUTOVER PLANS

4.3 SYSTEM PERFORMANCE AND SECURITY

4.4 TRAINING AND COMPLIANCE

APPENDIX H

NG-911 SYSTEM STANDARD FEATURES LIST

NG-911 SYSTEM STANDARD FEATURES LIST

APPENDIX I

NG-911 CALL HANDLING SYSTEM REDUNDANCY

APPENDIX J

LIST OF SOFTWARE FOR PROPOSED NG-911 CALL HANDLING SYSTEM(S)

APPENDIX K

MANUFACTURER CERTIFIED TECHNICIANS

APPENDIX L

OFFEROR’S ACCOUNT MANAGEMENT AND SERVICE TEAM RESPONSE FORM

APPENDIX M

ADDITIONAL OPTIONS AND/OR VALUE-ADDED OPTIONS

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

Grantee PSAP Name 24x7

Phone

Address CHE Make Positions

(approximate)

County of San

Juan

San Juan County

Communications

Authority

505-334-

207 S Oliver

Drive, Aztec, NM 87410

VESTA 911

(side A)

County of San

Juan

Secondary/Back-up

PSAP

Farmington

Airport, 1405 W

NAVAJO ST

FARMINGTON

NM 87401

VESTA 911

(side B)

County of

Bernalillo

Bernalillo

Communication

Center

505-798-

10401 Holly, NE

Albuquerque, NM 87122

VESTA 911 15

City of Clovis

Clovis Police

Department

575-769-

300 N. Connelly

(P.O. Box 760)

Clovis, NM

88101-0760

CALLWORKS 6

Town of Belen

Valencia County E-

911 Regional

Emergency

Communications

Center

505-865-

123 Don

Pasqual Rd Los

Lunas NM

87031 (P.O.

Box 1209) Los

Lunas, NM

87031

CALLWORKS 13

City of

Albuquerque

City of

Albuquerque

Emergency

505-242-

11510 Sunset

Gardens SW

VESTA 911 60

Communications

Center

Albuquerque, NM 87121

County of Taos

Taos Central

Communications

575-758-

105 Albright

Street, Suite S, Taos, NM

87571

CALLWORKS 5

City of Rio

Rancho

Rio Rancho

Department of

Public Safety

505-891-

500 Quantum

Rd, Rio Rancho, NM 87124

VESTA 911 18

City of Raton

Raton Police

Department

575-445-

224 Savage

Avenue, Raton, NM 87740

VESTA 911 2

County of Santa

Fe

Santa Fe Regional

Emergency

Communications

Center (RECC)

505-428-

35 Camino

Justicia, Santa

Fe, NM 87508

VESTA 911 16

County of Los

Alamos

Los Alamos County

Communications

505-662-

2500 Trinity

Drive, Los

Alamos, NM

87544

VESTA 911 6

County of Los

Alamos

Secondary/Back-up

PSAP

129 NM 4,

White Rock, NM 87547

VESTA 911 3

County of

Torrance

Torrance County

505-384-

753 Salt

Missions Trail, Mcintosh, NM

87032-0449

VESTA 911 6

County of Quay

Quay County

Regional

Emergency

Communication

Center

575-461-

206 East Center

Tucumcari, NM

88401 (Moving to: 511 S

Second St.

Tucumcari, NM

88401)

CALLWORKS 4

County of Grant

Grant County

Regional Dispatch

575-388-

2606 N. Silver

Street, Silver

City, NM

88061

CALLWORKS 4

County of Luna

Luna County

Central Dispatch

575-546-

700 S. Silver

Street, Deming, NM 88030

CALLWORKS 4

County of Otero

Tularosa Basin

Regional Dispatch

Authority

575-437-

2351 Eddy Dr, Alamogordo, NM 88310

Carbyne 10

City of

Alamogordo

Alamogordo Police

Department

575-439-

700 Virginia

Ave, Carbyne 4

Alamogordo, NM 88310

City of Las

Cruces

Melissa Valley

Regional Dispatch

Authority

575-526-

911 Lake Tahoe

Court, Las

Cruces, NM

88001

VESTA 911 20

City of Las

Cruces

NMSU Police

Department

(Secondary/Back-up

PSAP)

575-646-

725 College

DR, NMSU,

NM. 88003

N/A (Vesta)

City of Las

Vegas

Las Vegas City

Police Department

505-425-

318 Moreno

Street, Las

Vegas, NM

87701

CALLWORKS 3

City of Roswell

Pecos Valley

Regional

Communications

Center

575-624-

1 St Mary's

Place, Roswell, NM 88201

VIPER 9

County of

McKinley

McKinley Metro

Dispatch

505-722-

2215 Boyd Ave

Gallup, NM

87305-2521

CALLWORKS 12

County of

Sierra

Sierra County

Regional Dispatch

Authority

575-894-

1712 N. Date

Street, Truth or

Consequences, NM 87901

VESTA 911 4

City of Socorro

Socorro Police

Department

575-835-

407 Center

Street (PO Box

992), Socorro, NM 87801-

VESTA 911 3

County of

Lincoln

Lincoln County

Sheriff's Office

575-648-

300 Central Ave

(PO Box 278), Carrizozo, NM

88301-0278

VIPER 3

City of

Espanola

Espanola-Rio Ariba

911 Center

505-753-

407 Paseo de

Onate, (P.O.

Box 1363), Espanola, NM

87532

CALLWORKS 5

City of

Carlsbad

Carlsbad Police

Department

575-885-

602 W.

Mermond, Carlsbad, NM

88220

CALLWORKS 4

City of Portales

Portales Police

Department

575-356-

42427 US HWY

70, Portales

NM, 88130

CALLWORKS 3

County of

Hidalgo

Hidalgo County

Sherriff’s Office

575-542-

305 S. Pyramid

Street, Lordsburg, NM

88045

CALLWORKS 2

County of De

Baca

De Baca County

Regional

Emergency

Communications

Center

575-355-

248 Ave C 2nd

FL, Fort

Sumner NM

88119 (P. O.

Box 628 Ft

Sumner, NM

88119-0927)

VESTA 911 3

County of

Guadalupe

Guadalupe County

Emergency

Communications

575-472-

244 South 4th

St. Santa Rosa, NM 88435

VESTA 911 3

Town of

Clayton

Clayton Police

Department

575-374-

112 N. Front

Street, Clayton, NM 88415

CALLWORKS 2

County of

Catron

Catron County

Sheriff’s

Department

575-533-

101 Main St, Reserve, NM

87830-0467

CALLWORKS 2

County of

Cibola

Grants Police

Department

505-287-

2001 Cliff Lear

Ave Grants, NM 87020

CALLWORKS 6

County of Eddy

Regional

Emergency

Dispatch Authority

575-616-

1300 W Richey

BLDG #37,

Artesia NM

88201 (PO Box

450, Artesia, NM 88201)

VESTA 911 8

County of Lea

Lea County

Communications

Authority

575-397-

3720 W.

College Lane, Hobbs, NM

88240

CALLWORKS 14

Village of

Ruidoso

Ruidoso Police

Department

575-258-

237 Service Rd.

Ruidoso, NM

88345

VIPER 6

Town of Red

River

Red River Marshals

Office

575-754-

100 E Main St., Red River NM

87558 (P.O. box

410 Red River

87558)

CALLWORKS 3

DPS-2 Las

Vegas

New Mexico State

Police-District 2

505-425-

520 S.

Commerce Las

Vegas, NM

87001

VESTA 911 7

DPS-4 Las

Cruces

New Mexico State

Police-District 4

575-382-

4055 Sonoma

Ranch Blvd.

Las Cruces, NM

88005

VESTA 911 6

DPS-5

Bernalillo

New Mexico State

Police-District 5

505-841-

2501 Carlisle, NE

Albuquerque, NM 87110

VESTA 911 8

Isleta Pueblo

Isleta Police

Department

(Tribal)(Primary)

505-869-

3950 State Hwy

47 (PO Box

699) Isleta

Pueblo, 87022

CALLWORKS 3

Jicarilla Apache

Jicarilla Apache

Police Department

(Tribal)(Primary)

575-759-

2300 Dulce

Rock Dr. Dulce

NM, 87528

(P.O. Box 507

Jicarilla Apache

Reservation, NM)

CALLWORKS 2

Mescalero

Apache

Mescalero Apache

Police Department

(Tribal)(Primary)

575-464-

604 Linpan Ave

Mescalero NM, 88340 (P.O.

Box 189

Mescalero, NM

88340-0189)

VIPER 3

Zuni Pueblo

Zuni Police

Department (Tribal)

(Tribal) (Primary)

505-782-

Bldg # 04 on

Third St Zuni, NM 87327-

CALLWORKS 3

Laguna Pueblo

Laguna Police

Department

(Tribal)(Secondary)

505-552-

1 Industrial

Pkwy Loop, New Laguna, NM 87038

VESTA TBD

N/A

University of New

Mexico Police Dept

505-277-

1 University of

New Mexico, Albquerque, NM 87131

N/A (not currently supported as primary PSAP)

TBD

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:

Name: Lucy Vigil Rendon, Procurement Manager

Telephone: (505) 551-4544

Email: Lucy.Vigil-Rendon@dfa.nm.gov mailto:Lucy.Vigil-Rendon@dfa.nm.gov

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:

A. “Acceptance,” “Accept” or “Accepted” means the approval, following Quality Assurance, of all the Deliverables by Procuring Agency’s ELR (“ELR”).

B. “Agency CIO” means Procuring Agency’s Chief Information Officer.

C. “Application Deployment Package” or “ADP” means Contractor’s centralized and systematic delivery of business critical applications, including the source code (for custom software), documentation, executable code and the deployment tools necessary to successfully install application software fixes, including Contractor’s Software related additions, modifications, or deletions.

D. “Business Days” means Monday through Friday, 7:30 a.m. (MST or MDT) to 5:30 p.m. except for Federal and State holidays.

E. “Change Request” means a written document utilized by either Party to request changes or revisions in the Scope of Work – Exhibit A, attached hereto.

F. “Confidential Information” means any communication or record (whether oral, written, electronically stored or transmitted, or in any other form) that consists of: (1) confidential

Procuring Agency or client information as the term is defined in State and/or Federal statutes or regulations; (2) all non-public State budget, expense, payment and other financial information; (3) all attorney-client privileged work product; (4) all information designated by

Procuring Agency or any other State office or agency as confidential, including all information designated as confidential under Federal and State statutes or regulations; (5) unless publicly disclosed by Procuring Agency or the State, the pricing, payments, and terms and conditions of this Agreement, and (6) State information that has not been publicly disclosed and that is utilized, received, or maintained by Procuring Agency, Contractor, or other participating State agencies for the purpose of fulfilling a duty or obligation hereunder.

G. “Contract Manager” means a Qualified Person designated by Procuring Agency who is responsible for all aspects of the administration of this Agreement. Under the terms of this

Agreement, the Contract Manager will be the State Purchasing Division or his/her

Representative.

H. “Data” means a compilation, body, set or sets, of discrete information gathered by Procuring

Agency and/or Contractor which Procuring Agency owns and/or controls and which concerns, and may be utilized or manipulated by Procuring Agency and/or Contractor, to further

Procuring Agency’s governmental interests, role and mission (“Mission”). Data includes, but is not limited to, Procuring Agency’s information, whether or not stored in one or more databases, Confidential Information and other internal information which affects or may affect

Procuring Agency’s ability to further its Mission.

I. “Default” means a violation or breach of this Agreement by a Party’s either: (1) failing to perform one’s own contractual obligations hereunder, or (2) by interfering with the other

Party’s performance of its obligations hereunder.

J. “Deliverable” means the verifiable outcomes, results, the Services or products that Contractor will develop, perform, and/or produce and deliver to Procuring Agency according to the Scope of Work.

K. “DoIT” means the New Mexico State Department of Information Technology.

L. “DoIT CIO” means DoIT’s Cabinet Secretary or Chief Information Officer, who also serves as the State’s Chief Information Officer.

M. “Employees” means stockholders, directors, officers, employees and agents.

N. “Escrow” means a legal document (such as Source Code) delivered by Contractor to a third party escrow agent (“Escrow Agent”), and held by Escrow Agent until Procuring Agency

Accepts one or more the Deliverables; in the event Contractor Defaults this Agreement, Procuring Agency will receive the legal document, e.g., Source Code, from Escrow Agent.

O. “Enhancement” means any modification including addition(s), modification(s), or deletion(s) that, when Contractor makes or adds to a Deliverable, materially improves the Deliverable’s utility, efficiency, functional capability, or application (“Utility”). An error correction is not an Enhancement unless the Deliverable’s Utility is improved in Contractor’s process of making the error correction.

P. “Executive Level Representative” or “ELR” means the individual designated and empowered with the authority to represent and make decisions on behalf of Procuring Agency or the

Representative of the Executive Level Representative.

Q. “GRT” means New Mexico gross receipts tax.

R. "GSD" means the General Services Department; “GSD/CRB” means the General Services

Department, Contracts Review Bureau.

S. “Intellectual Property (IP)” means any and all proprietary information or material, whether tangible or intangible, whether derived, embodied, composed or comprised of any hard copy, soft copy, electronic format, hardware, firmware, software or manifested in any other form, whether solid, liquid or vapor, that consists of, or is directly or indirectly related to, Know

How, trade secrets, copyrightable material, patent protected or protectable inventions and/or information, U.S. and foreign patent applications and patents, service marks, trademarks, and trade names, any of which is conceptualized, created or developed by either one or both of the

Parties. For the purposes of this Agreement each Party will have exclusive ownership rights and control over Intellectual Property that the Party owns or controls prior to the commencement of this Agreement (“Pre-Owned IP”). Intellectual Property that Contractor creates during the course of Contractor’s performance of work hereunder will be deemed work made for hire (“Work Made for Hire”). Procuring Agency will be considered to be the creator and sole and exclusive owner of all Work Made for Hire. Contractor agrees that Contractor will not make any application for nor any other claim of ownership regarding any Work Made

For Hire or any of the Procuring Agency’s Pre-Owned IP. Together, any and all combinations of Procuring Agency’s Pre-Owned IP and Work Made for Hire will comprise “Agency IP.”

T. “Independent Verification and Validation (“IV&V”)” means the process whereby Procuring

Agency retains an independent expert to evaluate, verify and issue a written validation opinion concerning Contractor’s performance of the Project and to determine Contractor’s compliance with the requirements stated in the Scope of Work, whether with respect to evaluating certain stages of the Deliverables, or to evaluating the body of the Deliverables as a whole, or both.

U. “Know How” means the idea(s), technical information and knowledge including, but not limited to, documents, computer storage devices, drawings, flow charts, plans, proposals, records, notes, memoranda, manuals and other tangible items containing, relating to, or causing the enablement of the Work Made for Hire and the Intellectual Property developed hereunder.

V. “Payment Invoice” means each of Contractor’s detailed, certified and written requests for payment concerning the Deliverables that Contractor renders to Procuring Agency. Each

Payment Invoice must identify each Deliverable for which the Payment Invoice is submitted and must include the price stated in the Scope of Work (Deliverables section), and in Article

3, below, as well as Contractor’s actual charge, for each Deliverable.

W. “Performance Bond” means a surety bond which guarantees against Contractor’s Default as well as Contractor’s full performance of its obligations hereunder.

X. “Project” means the sum of Contractor’s efforts necessary to produce and deliver the

Deliverables to Procuring Agency according to the Scope of Work.

Y. “Project Manager” means a Qualified Person appointed by Procuring Agency who oversees and manages Contractor’s efforts to produce and deliver the Deliverables to Procuring Agency.

Z. “Qualified Person” means a person who has demonstrated experience performing and completing activities and tasks similar to the Project.

AA. “Quality Assurance” or “Quality Assurance Review” means the planned and systematic pattern of rules, measures, procedures and process established by Procuring Agency to ensure that each Deliverable conforms to the requirements stated in the Scope of Work.

BB. “Representative” means one or more substitute person(s) for a title or role, e.g. Project

Manager or Contract Manager, when the Party’s primary contact person is unavailable.

CC. “Scope of Work” or “SOW” means the statements of Purpose and the Deliverables attached to this Agreement as Exhibit “A.”

DD. “Service” or “the Services” means the task(s), function(s), and responsibility(ies) assigned to, and performed by Contractor according to the SOW.

EE. “State” means the State of New Mexico.

FF. "State Purchasing Agent (NMSPA)" means the New Mexico State Purchasing Agent or his/her

Representative.

GG. “State Purchasing Division (SPD)” means the State Purchasing Division of the New Mexico

General Services Department.

HH. “Software” means the operating system and/or application software used by Contractor to provide the Deliverables hereunder. Software may include, but is not limited to, Third Party

Software. “Third Party Software” means software owned by third parties which is utilized by

Contractor and/or Procuring Agency hereunder.

II. “Software Maintenance” means the set of activities that result in changes to the Accepted

(baseline) product set of Software. These activities consist of corrections, insertions, deletions, extensions, and Enhancements to the baseline Software and operating system.

JJ. “Source Code” means the human-readable programming instructions organized into sets of files that represent the business logic for the Project application. Source Code may be read as text and subsequently edited, requiring compilation or interpretation by a Qualified Person into binary or machine-readable form before being directly useable by a computer.

KK. “Turnover Plan” means the written plan developed by Contractor and approved by Procuring

Agency to continue the Project in the event the Deliverables stated in the SOW are transferred, either directly to Procuring Agency or to a third party.

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.

6. “Failure Prioritization Schedule” means the following failure priority levels shall be used during the system and acceptance testing process, for any installation period, warranty period, and post warranty maintenance and support provided to the PSAPs or purchasing entity:

a. For Major failures which render the system 50% unusable and/or inoperable, call processing function is decreased, prevents a 911 caller from making voice contact with the PSAP, or prevents the PSAP from viewing Automatic Number

Identification/Automatic Location Identification (ANI/ALI) information of the caller, the

Offeror shall guarantee the following:

i. A response by telephone to the PSAP or purchasing entity upon receipt of a problem.

ii. If the issue cannot be resolved through verbal contact or remote diagnostics and repair, the Offeror shall provide a manufacturer certified technician on-site for hardware and software support within a four (4) hour maximum response time from receipt of the problem reported. Any waiver from this requirement must be approved in writing by the PSAP Director/Manager for the PSAP or purchasing entity.

b. For Minor failures which have little or no effect on call processing but for which there is a work around. This would include punch list items which have little or no effect on call processing, the Offeror shall guarantee the following:

i. A response by telephone to the PSAP or purchasing entity upon receipt of a problem.

ii. If the issue cannot be resolved through verbal contact, remote diagnostics and repair, the Offeror shall provide a manufacturer certified technician on-site within a 24-hour maximum response time from the receipt of the problem reported. Any waiver from this requirement must be approved in writing by the PSAP

Director/Manager for the PSAP or purchasing entity.

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.

11. “Installation” means the written acceptance and approval from the PSAP Director/Manager to include the following:

a. onsite project management services; onsite project manager,

b. site survey,

c. design,

d. equipment order and tracking,

e. shipment to site,

f. inventory control,

g. staging,

h. installing the equipment,

i. master clock device such as Netclock to provide a central clocking to all devices in the

PSAP environment,

j. cabling/wiring to include but not limited to all cables such as cabling to printers, modems, terminals, workstations, and station/house wiring,

k. coordination with PSAP,

l. system testing and turn-up,

m. integration of system and hardware interfaces,

n. quality assurance review,

o. any other activities to complete the installation, and

p. decommission of existing system at the request of the PSAP

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.

16. “Maintenance and Support / Post Warranty Maintenance and Support” means the

Offeror awarded an agreement guarantees the NG-911 system and related hardware, software to include software subscription and renewals, and any labor related services for maintenance and support shall be in Complete Working Order as defined in this RFP during the post warranty maintenance and support period and after the one-year warranty period. The Offeror awarded an agreement shall repair all major and minor failures as defined in the “Failure

Prioritization Schedule” to include but not limited to:

a. Ensuring the latest version of system software is operational.

b. Providing software updates to maintain system functionality.

c. Delivering software patches to address issues and enhance performance.

d. Provide map server updates by uploading new GIS data on a quarterly or ad-hoc basis.

e. Replacing any defective hardware to ensure continuous operation.

f. Exclusions from Maintenance and Support:

i. UPS Systems and batteries may be included in the NG-911 systems catalog.

ii. Any external and/or ancillary devices to the NG-911 system such as recorders, generators, and Computer Aided Dispatch.

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:

Action Responsible Party Due Dates

1. Issue RFP SPD August 13, 2026

2. Acknowledgement of

Receipt Form

Potential Offerors

August 20, 2026

3. Mandatory Pre-

Proposal Conference

DFA and Potential

Offerors

August 26, 2025

4. Deadline to submit

Written Questions

Potential Offerors

August 28, 2026

5. Response to Written

Questions

Procurement Manager

September 3, 2026

6. Submission of Proposal Potential Offerors September 15, 2026

7. *Initial Proposal

Classification

Procurement

Manager

September 21, 2026

8.* Proposal Evaluation Evaluation Committee September 22 – 30, 2026

9.* Selection of Finalists Evaluation Committee September 30, 2026

10.* Best and Final Offers Potential Offerors October 2, 2026

11.* Finalize Contractual

Agreements

Agency/Finalist

October 9, 2026

12.* Contract Awards Agency/ Finalist

October 16, 2026

13.* Protest Deadline SPD +15 days 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 mailto:theresa.mendibles@gsd.nm.gov https://teams.microsoft.com/meet/2921116190543?p=fDqJRJmGSjXvDDM49f tel:+15053124308,,116040548 tel:8885061357,,116040548 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. Awarded in this context means the final required state agency signature on the contract(s) resulting from the procurement has been obtained.

7. Proposal Evaluation

An Evaluation Committee will perform the evaluation of proposals classified as responsive. This process will take place as indicated in Section II.A, Sequence of Events, depending upon the number of proposals received. During this time, the Procurement Manager may initiate discussions with Offerors who submit responsive or potentially responsive proposals for the purpose of clarifying aspects of the proposals. However, proposals may be accepted and evaluated without such discussion. Discussions SHALL NOT be initiated by the Offerors.

8. Selection of Finalists

The Evaluation…