5-RFP-02-Scope of Services.pdf

CITY OF FORT WORTH - PURCHASING DIVISION

SCOPE OF SERVICES

RFP Ref. #: 26-0006 Doc. Ref#: RFP-02 Page 1 of 10 RFP Title: False Alarm Management System

1.0 INTRODUCTION AND PURPOSE

The City of Fort Worth is requesting proposals from qualified firms to provide, implement, and service a False Alarm Management System (FAMS) for the Information Technology and Development Services Departments under a revenue-sharing agreement. An ideal proposal will replace the existing FAMS, implement a system that is modern and accessible for internal and external users, provide a comprehensive implementation plan to transition from the current system, educate the public to reduce false alarm events, and demonstrate first-class support and communication. The City seeks to fulfill the following objectives:

1.1 Procure a modern, user-friendly, web-based portal for residents to obtain and renew permits, pay invoices, appeal false alarm decisions, and view resources and educational materials regarding false alarm prevention.

1.2 Procure a modern, user-friendly, web-based portal for City employees to generate reports on desired data sets, view current appeals, and obtain historical revenue information.

1.3 Increase the number of permitted alarm systems throughout the City.

1.4 Reduce the number of false alarm instances draining emergency response resources.

2.0 BACKGROUND

2.1 The City’s current FAMS is under CentralSquare Technologies CryWolf, set to expire in April, 2026.

2.2 The City uses a CentralSquare Enterprise (Inform) Computer Aided Dispatch System (CAD). The new FAMS must be able to transmit data to and from the existing CAD.

2.3 Historical Data:

2.3.1 The current population of Fort Worth is over 1,000,000 people.

2.3.2 Active permitted accounts (as of Sept. 30, 2025) – 98,577

2.3.3 For the period of January 1, 2024, to December 31, 2024:

2.3.3.1 Average alarm events per month – 3,125

2.3.3.2 Chargeable alarms – 29.7%

2.3.3.3 Average monthly revenue (gross) – $22,370.14

2.3.3.4 Average number of accounts that experience an alarm

event – 6%

RFP Ref. #: 26-0006 Doc. Ref#: RFP-02 Page 2 of 10 RFP Title: False Alarm Management System

2.3.3.4.1 Commercial alarm events – 68%

2.3.3.4.2 Residential alarm events – 32%

2.4 Current Pain Points:

2.4.1 Accessibility and quality of support services for City residents

2.4.2 Quality and timeliness of support services for City Employees

2.4.3 Web-based portals are outdated and not user-friendly

2.4.4 Citizen communication – renewal notices, education, appeal statuses

2.4.5 City information availability – lack of communication, reports failing to generate, and lack of transparency in operating

3.0 METHOD OF AWARD - Proposals will be evaluated based on “best value” to the City. Proposals that receive less than 50% of the total available points, excluding price points, will not be considered for an award.

4.0 EVALUATION FACTORS

To be considered, the Proposer must submit a complete Proposal by the stated deadline and in accordance with all Proposal requirements. All required documentation must be included for evaluation. Proposals that meet these requirements will be evaluated based on the criteria listed below:

4.1 Technical expertise – 30 points

4.1.1 Technical capacity – 20 points

4.1.2 Transition/Implementation plan – 10 points

4.2 Communication and Client Support – 40 points

4.2.1 Reporting and data accessibility – 15 points

4.2.2 Education and outreach – 10 points

4.2.3 Responsiveness and proactivity – 15 points

4.3 Organizational capacity/experience – 15 points

4.4 Compensation model – 15 points

Total available points – 100

RFP Ref. #: 26-0006 Doc. Ref#: RFP-02 Page 3 of 10 RFP Title: False Alarm Management System

5.0 TENTATIVE TIMELINE OF EVENTS

This timeline is an estimate provided for informational use only; the City reserves the right to adjust events as necessary and is not required to provide notice for any changes except for those regarding submission deadlines and bid opening.

RFP 26-0002 Tentative Events Event Date/Time Location

Bid opens to the public October 22, 2025 8:00AM CST Online (Bonfire)

Pre-Proposal Conference October 28, 2025

2:00PM CST

City Hall / Teams Mezzanine Room MZ03

Deadline for questions (must be submitted via the Bonfire portal)

November 4, 2025 5:00PM CST Online (Bonfire)

Deadline for answers addendum (posted via public notice on Bonfire)

November 10, 2025 5:00PM CST Online (Bonfire)

Proposals open (cutoff for submissions)

November 20, 2025

2:00PM CST

City Hall Room TBD

Initial scorings complete Mid December, 2025 N/A

Demonstrations by shortlisted firms January 5-9, 2026 In-person

Intent-to-award issued January 31, 2026 5:00PM CST Online (Bonfire)

Negotiations and contract execution February 2026 N/A

6.0 PROPOSER REQUIREMENTS

6.1 Minimum of three (3) years’ experience providing FAMS services to municipalities.

6.2 Membership with False Alarm Reduction Association (faraonline.org)

7.0 SCOPE OF SERVICES

The City of Fort Worth is seeking proposals to meet the services and objectives below. A specific methodology is not required; Proposers are requested to use their experience and expertise to submit their recommended approach to meet the City’s needs.

RFP Ref. #: 26-0006 Doc. Ref#: RFP-02 Page 4 of 10

7.1 PERMITTING ADMINISTRATION AND IMPROVEMENT

7.1.1 Provide a secure web-based portal for alarm permit applications and renewals, payments, and appeals ensuring ease of use for residents and businesses. The portal will use the City logo and branding.

7.1.2 Provide invoices, statements, correspondence, and permits as downloadable or print ready documents.

7.1.3 Provide customer support services to assist users with the permitting process and general customer support.

7.1.3.1 Customer service hours of operation shall be available

Monday through Friday, 8:00AM to 5:00PM CST, at a minimum, and shall be offered in English and Spanish.

7.1.4 The system should be able to differentiate between different permit types and their associated fees (e.g. Residential, Commercial).

7.1.5 The system should be able to support multi-tenant complexities.

(e.g. An apartment complex main office is commercial, but the individual units are residential).

7.1.5.1 The system should not allow multiple active permits at the same address except for multi-tenant buildings.

7.1.6 The system should integrate with the City’s CAD to differentiate between active and inactive permits so that Public Safety Departments do not send units to alarm locations with inactive permits as per City Code §12-2(b).

7.2 FALSE ALARM MANAGEMENT

7.2.1 Implement a tracking system to monitor false alarms and identify repeat offenders to determine the service fee for false alarm notifications as per City Code §12-16(a).

7.2.2 Implement a false alarm reduction program that includes public education campaigns, access to resource information, system maintenance reminders, and user training.

7.2.3 Provide reports and analytics to the City on false alarm trends and program effectiveness.

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7.3 COMPLIANCE AND ENFORCEMENT

7.3.1 Establish a process for issuing notifications, fines, and penalties for non-compliance and false alarms.

7.3.2 Provide timely notification to alarm system users regarding fines, penalties, and potential permit revocation.

7.3.3 Develop a system to register alarm companies that provide services in the City as defined in the City’s municipal code.

7.4 SERVICE AND SUPPORT

7.4.1 Dedicated account manager for the duration of the agreement.

7.4.2 Dedicated project manager for transition and implementation.

7.4.3 Go-live support and a 90-day hyper care phase.

7.4.4 Provide customer training and support to citizens to assist with website access and account management.

7.4.5 Provide training and customer support to department staff on website management and report generation.

7.4.6 Identify any specific training requirements necessary to successfully implement this project.

7.4.7 Ongoing system maintenance and updates.

7.4.8 Annual performance review report with strategic

recommendations.

7.4.9 Monthly and annual performance reporting.

7.4.10 Tech Support for Public Safety Department staff: responses provided within 1 hour and be available 24 hours a day, 7 days a week.

7.5 REQUIRED ELEMENTS

7.5.1 Proposer shall maintain data security compliance according to

Criminal Justice Information Services (CJIS) standards.

7.5.2 Proposer shall maintain compliance with Health Insurance

Portability and Accountability Act (HIPAA) for medical information from reports.

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7.5.3 Proposer shall maintain compliance with all applicable City Codes and Ordinances.

7.5.4 Proposer shall record audit trail of decisions and supporting documentation for appeals, providing complete case files upon request.

7.5.5 The proposed system shall include a contact and customer support page for residents and shall clearly list response times.

7.5.6 The proposed system shall include automated password recovery for resident and City employee accounts.

7.5.7 The proposed system shall include online payment processing capability (Payment Card Industry Data Security Standard compliant).

7.5.8 Proposer shall maintain a dedicated (Fort Worth) mailing address, Lockbox, or Premium Forwarding Service-C.

7.5.9 The proposed system shall include the ability to import customers, alarm permits, alarm history, and balances due.

7.5.10 The proposed system shall contain integration capability with the existing CAD (Computer Aided Dispatch) and RMS (Records Management System).

7.5.11 The proposed system shall include mobile-responsive design of web-portals.

7.6 DESIRED ELEMENTS

7.6.1 Live chat feature during business hours. Business hours are

Monday through Friday (M-F), 8:00AM–5:00PM CST.

7.6.2 In-system support ticketing for alarm users.

7.6.3 Options for automatic permit renewal.

7.6.4 Mailing, email, and SMS notices for violations and deadlines.

7.6.5 Customer Service Levels

7.6.5.1 Phone: Answer within 30 seconds 80% of the time, M-F, 8:00AM–5:00PM CST

7.6.5.2 Email: Autoreply and first response within 24 hours M-F

7.6.5.3 Fax: First response within 24 hours M-F

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7.6.5.4 Chat Live: Answer within 60 seconds M-F

7.6.5.5 Chatbot: 24/7

7.6.5.6 Password Reset: Automated and within 60 seconds

8.0 PRICING STRUCTURE

8.1 As a third-party administrator, the vendor will collect revenues on behalf of the City, which includes permit fees, false alarm fees, and any other fees or fines associated with the program. The City and Vendor will share the net revenue collected through the administration of the services. There shall be no upfront costs for systems development, licensing, equipment, travel, support, or other costs.

8.1.1 The following costs will be paid from the total collected revenue and subtracted from the total collected revenue before the revenue sharing percentages are applied:

8.1.1.1 Any overpayments by alarm users are to be refunded or held for application against future charges, as directed by the City;

8.1.1.2 Bank fees charged by the City-approved lockbox bank;

8.1.1.3 Correspondence mailing costs (envelopes and paper)

including postage (at first-class postage rates); and

8.1.1.4 Third-party credit card processing charges, if any.

8.2 Fee Proposal: Please provide a fixed percentage to be charged against revenue collected through the administration of this project. This will be used for proposal evaluation under Sec. 4.4.

9.0 CONTRACT AWARD PROCESS

9.1 The Purchasing Division will facilitate and manage the evaluation process.

9.2 An Evaluation Panel consisting of representatives from various City departments and City consultants may be appointed to review and evaluate Request for Proposals (RFP) responses in accordance with this RFP. City reserves the right at its sole discretion to include additional representatives at any point during the evaluation.

9.3 The Evaluation Committee will evaluate responses and may select Proposer for onsite interviews, presentations, or demonstrations.

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9.4 At its sole discretion, the City may request Best and Final Offers (BAFO) from proposers whose proposals are deemed most advantageous. Negotiations will be based on the BAFO submissions.

9.5 The City reserves the right to negotiate all elements that comprise the successful Proposer’s response to ensure that the best possible consideration is afforded to all concerned.

9.6 The City reserves the right to shortlist firms based upon scores/ratings received during the evaluation process.

9.7 The City will notify all proposers in writing of the outcome once an award determination has been made.

10.0 INTERVIEWS AND DEMONSTRATIONS

The City anticipates holding interviews and demonstrations for a select few proposals after initial scoring is completed. Proposers selected for interviews/demonstrations must be available to present in the period between January 5th-9th, 2026 and must include key personnel (Sec. 7.4.1-2). The dates and times are subject to change with a minimum of one week’s notice to Proposers.

11.0 PROPOSAL FORMAT AND ATTACHMENTS

To facilitate and expedite the evaluation process, Proposals should adequately address all evaluation factors and include the following list of required items that will be used as part of the evaluation. A Proposal may be deemed to be non-responsive and may be disqualified, at the City’s discretion, if the Proposal fails to comply with the following instructions.

11.1 PROPOSAL FORMAT REQUIREMENTS

11.1.1 Proposal format shall be in a font no smaller than 12 point, 8.5-inch by 11-inch paper size, with one-inch margins for the entire submitted proposal.

11.1.2 Only the Fee Proposal bid table (BT-36IR) shall refer to pricing.

11.1.2.1 Any other documents referring to pricing will not be evaluated by the Evaluation Panel and thus will not be considered for any scoring other than Compensation Model scoring (Evaluation Factors Sec. 4.5)

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11.1.3 All proposal sections shall be divided by submission titles. All pages within these sections shall be uniquely numbered for purposes of easy reference.

11.2 REQUIRED DOCUMENTATION

Failure to include any of the documents below may result in Proposer’s submission being deemed non-responsive.

11.2.1 Completed and signed RFP-04-Authorized Signature and

Questionnaire.

11.2.2 Completed and signed RFP-05-Forms.

11.2.3 Completed and signed RFP-07-Deviations

11.2.4 Signed Addendum(s) acknowledging receipt. Note: if no addendum is issued, please attach a page stating “No Addendum Issued.”

11.2.5 Completed Bid Table (BT-36IR)

12.0 SMALL BUSINESS PROGRAM – This solicitation does not include a Small Business participation goal. While no specific goal has been established for this project, Bidders are strongly encouraged to make good faith efforts to utilize certified Small Business Firms whenever possible.

13.0 LIST OF EXCEPTIONS, SUBSTITUTIONS, CLARIFICATIONS,

ADDITIONS

13.1.1 Although the Scope of Services included Project Requirements of the solicitation represents the City’s anticipated needs, there may be instances in which it is in the City’s best interest to permit exceptions to requirements and accept proposed alternatives.

13.1.2 If no exceptions are taken, select “No Deviations/Exceptions” in “RFP-07-Deviations”.

13.1.3 It is extremely important for the Proposer to make clear where exceptions, clarifications substitutions and/or additions to the Scope of Services, Draft Vendor Service Agreement and General Terms and Conditions are taken and how substitutions shall be provided. The City does not recognize strikeouts, deletions, or changes to Solicitation documents. Therefore, exceptions, conditions, clarifications and/or substitutions to the provisions of

RFP Ref. #: 26-0006 Doc. Ref#: RFP-02 Page 10 of 10 the City’s requirements must be clearly identified along with the proposed addition or modification. If the Proposer does not make it clear that an addition, exception or clarification is taken, the City shall assume the Proposer is responding to and shall meet the City’s stated requirements.

13.1.4 Identify each exception, clarification, substitution and/or addition by specifically referencing the page number, section number, subsection number, item number or letter, and, if necessary, paragraph, or line number.

13.1.5 Identify each item clearly as an addition, exception, clarification or substitution. It is not necessary to include the entire text of a particular section or subsection. However, for ease of reference, Proposers may use portions of the solicitation’s text, if helpful in explanation.

13.1.6 For substitutions/clarifications, provide an explanation of the difference between what the solicitation requests and what is proposed. The City is open to other means of accomplishing the requested Work. Proposers must explain why they believe their method of accomplishing the Work is equal to or better than that specified by the City.

13.1.7 For any addition(s) proposed or exception(s) taken, provide a rationale in as much detail as possible.

13.1.8 Begin responses to the major sections of the solicitation on a new page.

13.1.9 The City shall consider the number and substance of alterations to the City’s stated requirements as a factor in determining the most advantageous response.