9-1-1_Quality_Assurance.pdf

RFQ

COMMS 2026-9

9-1-1 QUALITY ASSURANCE

Escambia County

213 Palafox Place

Pensacola, FL 32502-5822

RELEASE DATE: September 18, 2025

DEADLINE FOR QUESTIONS: September 22, 2025

RESPONSE DEADLINE: September 25, 2025, 12:00 pm

RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:

https://secure.procurenow.com/portal/escambiacountyfl https://secure.procurenow.com/portal/%7bproject.government.code%7d

Escambia County

RFQ

9-1-1 Quality Assurance

1. Introduction

2. Project Details

3. General Terms and Conditions

4. Pricing Table

5. Vendor Submissions

RFQ #COMMS 2026-9

Title: 9-1-1 Quality Assurance

1. Introduction

1.1. Summary

Escambia County Public Safety is accepting quotes for Emergency Communications 9-1-1 Quality

Assurance reviews for FY26 (10/01/2025 – 09/30/2026).

1.2. Background

The Emergency Communications Division uses structured medical and fire protocols developed by

Priority Dispatch Corporation to triage and code emergency 9-1-1 calls. Regular review of calls, coupled with QA evaluations helps ensure correct protocol use and proper telephone etiquette, thus providing proper care for 9-1-1 callers, while reducing liability for the county. This program meets Section 5.5.2 in the State of Florida E911 plan and is designed to enhance the quality of each telecommunicator’s performance and improve the processes used within the daily operations of the 9-1-1 communications centers. The result will be a standardized operation that provides a continually improving service to the citizens of Escambia County.

1.3. Contact Information

Andrew Hamilton

Emergency Communications Chief

6575 N W St

Pensacola, FL 32505

Email: ahamilton@myescambia.com

Phone: (850) 471-6316

Department:

Public Safety

1.4. Timeline

Release Project Date September 18, 2025

Question Submission Deadline September 22, 2025, 12:00pm

Quote Submission Deadline September 25, 2025, 12:00pm

2. Project Details

2.1. Important Instructions for Electronic Submittal

Escambia County is accepting electronic quote submissions. Bidders shall create a FREE account with

OpenGov Procurement by signing up at https://procurement.opengov.com/signup. Once you have completed account registration, browse back to this page, click on "Submit Response", and follow the instructions to submit the electronic bid.

mailto:ahamilton@myescambia.com tel:(850)471-6316 https://procurement.opengov.com/governments/3340/signup

2.2. Scope of Work or Project Details

Requirements:

A. Experience & Focus:

o Must regularly perform EMD/EFD Quality Assurance as a core service offering.

B. Evaluator Qualifications:

o Evaluators must be currently or previously certified as:

▪ EMD-Q (Emergency Medical Dispatch – Quality Assurance),

▪ APCO CTO (Communications Training Officer), or o Proof of relevant certifications and/or training in EMD/EFD Quality Assurance must be submitted.

C. Must be an authorized NICE Inform software provider with the authority to initiate and manage

NICE service tickets for the purpose of troubleshooting evaluator software.

D. Software Proficiency:

o Demonstrated experience with NICE Inform QA software and reporting tools.

E. Call Report Requirements:

o Must provide a minimum of:

▪ 100 EMD (Emergency Medical Dispatch) QA call reports per month, and

▪ 50 EFD (Emergency Fire Dispatch) QA call reports per month.

F. On-Site Support:

o Must include two (2) on-site visits per year by the lead evaluator.

o Must maintain local support and be capable of being on-site within (4) hours of Nice Inform

QA software failures or issues.

G. Documentation & Reporting:

o Must provide an overview of your company’s experience and qualifications in EMD/EFD

Quality Assurance.

o Must submit sample EMD/EFD QA reports that will be used as part of your service delivery.

3. General Terms and Conditions

Escambia County General Terms and Conditions apply to all Purchase Orders resulting from a request for quotes. See the full list of terms and conditions here:

https://myescambia.com/our-services/purchasing/vendor-registration/uniform-contract-format

If you are performing work on Escambia County property, you must provide proof of a certificate of insurance that meets the County’s standard requirements and lists Escambia County as an additional insured. Vendors should contact the designated department or project representative to confirm specific insurance requirements before proceeding with work.

4. Pricing Table

Line Item Description Quantity Unit of

Measure Unit Cost Total

1 EMD Evaluations 100 1

2 EFD Evaluations 50 1

3 On-Site Visits 2 1 https://myescambia.com/our-services/purchasing/vendor-registration/uniform-contract-format

Line Item Description Quantity Unit of

Measure Unit Cost Total

TOTAL

5. Vendor Submissions

5.1. I understand that this is a written quote request not a formal bid or solicitation. *

☐ Yes

☐ No

*Response required

5.2. I confirm that the pricing submitted in the Pricing Table is valid for the purposes of this written quote request*

☐ Please confirm

*Response required

5.3. Supporting Documents or Specifications for Quotes

Please upload any supporting documents for your quote here such as technical or detailed specifications for solution provided.

5.4. Proof of Sunbiz Registration*

Please provide proof of Sunbiz registration in your submission packet for the quote. Vendors outside the State of Florida are still eligible to participate in purchases with Escambia County, but you must register in Sunbiz before we can issue a payment or finalize the award.

*Response required

5.5. W-9*

Please Provide a copy of your W-9. If awarded the quote, the department will need your W9 to add you to our system for issuing a Purchase Order.

*Response required

5.6. Are you an authorized NICE Inform software provider? *

☐ Yes

☐ No

*Response required

5.7. Upload current authorization or partner certification letter from Nice Inform. *

*Response required