Attachment 1 - CAD Statement of Work .pdf

Statement of Work Computer Aided Dispatch (CAD)

Wright Patterson Air Force Base

July 2025

Introduction:

The Wright Patterson Air Force Base Fire Department desires a turn-key CAD and Mobile Data System solution. The Computer Aided Dispatch (CAD) Project will include the purchase of CAD software, hardware, mobile software, implementation and maintenance services to deliver a dispatch solution for the fire department. The Department is seeking an integrated solution that offers the capability to comply with existing and upcoming mandates, capture ongoing statistical data, accurately measure performance, better equip first responders with relevant information and to be technologically progressive.

Implementation services will include configuration of Fire and Medical emergency dispatch.

Post go-live, the contractor will be expected to provide system updates and maintenance for the length of the contract. This document details the scope of the project, including guidelines, requirements and expectations around the software solution, implementation services and maintenance services.

Scope of Work:

This RFP is for a complete turn-key system including software, installation, training, plus software maintenance, support, and updates for the first five years.

Operational Overview:

The fire department staffs 10 dispatchers, 2 supervisors and 1 executive level administrator. On most shifts, there are 2-3 active dispatchers working along with 1 supervisory person. The Vendor system shall provide 3 concurrent dispatch positions and 1 supervisor position with the ability to expand these positions at additional cost. All positions are in one building with the supervisor position being shared between the dispatch room and a nearby office area.

The department does have a back-up/alternate dispatch location that can be staffed if the primary dispatch center is impacted. This alternate location is usually staffed with a single dispatcher unless extended operations are anticipated.

Call processing QA/QI is desired along with emergency medical dispatching (EMD) QA/QI.

Automated or semi-automated call QA/QI should be included in the CAD software suite.

The APCO Intelli COMM software will handle the EMD portion of the QA/QI.

Hardware:

The vendor will supply and install all hardware required for a fully functional CAD program.

Hardware will include any server, computer, network and dispatch position equipment required for the CAD.

The hardware should be capable of running on a Windows 11 or higher, 64-bit desktop client.

Software:

The vendor shall install all software and test it to ensure proper running order. Testing of the software will be confirmed by the Department’s project manager prior to acceptance. The vendor will then conduct training sessions to familiarize all department personnel with the operation of the system.

At the conclusion of system installation and training, the vendor shall demonstrate to the Department’s satisfaction that the systems proposed functions are operational. The system will then be accepted under the conditions enumerated in the contract.

Mobile Software:

The vendor will provide mobile software capable of being installed on both iOS and Android platform devices within response apparatus. The mobile software will have the capability to notify crews of request for service, provide call information including address, incident nature, incident priority, mapping and driving directions to the location.

Interfaces:

The CAD should provide for integration with the following third-party systems: VESTA E911 phone system with ANI/ALI (currently R7, changing to R8 next year), WestNet First-In Station Alerting, EXACOMM recording system, APCO Intelli COMM EMD software and messaging output for Active911. Future integration with a digital fire alarm control system and FESIMS Database is desirable.

Training:

The vendor must provide custom training on the new system to all users. This training may be a mix of train-the-trainer and end-user training, as agreed upon by the vendor and the Department. The Department will provide the training facilities, workstations, network, etc., which are required for the training. The vendor will provide training which is specific to both the products on which the users are trained and the processes and workflows with which the users are already familiar. Training shall be performed using a copy of the Department’s data which has been converted from the existing system.

The vendor shall describe the training program proposed, the number of days of training included, and the number of training days proposed for each class of user: dispatchers, responders, administrators, and system support personnel. The vendor should provide classroom instruction for all call takers/dispatchers and supervisors, as well as various support staff and management to ensure their complete understanding of the functional and operational use of the CAD system, mapping and other systems. Sufficient training is defined as that level of training that enables the end user to proficiently perform the duties associated with the utilization of the system or, for system administrators, maintenance of the system.

The vendor shall provide trainees with workbooks, training aids, and online functional or technical system manuals prior to or during the training session at no additional cost. The training material provided needs to be dynamic as new additions are added. The material will be provided throughout the term of the contract and will include version release updates.

Management reporting training should cover:

(1) Standard management reports

(2) Custom report creation

(3) Custom report creation and ad hoc query

(4) Dashboard creation and maintenance

Supplemental training and help tools may include:

(1) Online content

(2) Video instruction

(3) Interactive classes

(4) Off-line exercises, simulations, and modules to practice skills learned in training

System Support:

The vendor must provide detailed system configuration and setup services to the Department as part of this project. These services are necessary to ensure that the new system is configured to match the processes and workflow of the Department to reduce the learning curve and improve the rate of adoption by the users.

The vendor shall include five years of support, maintenance, and updates of the software, to begin upon system acceptance. The annual cost for support after the first year shall be delineated separately on the pricing sheet.

The vendor shall describe in detail in the proposal (or include a sample support contract) for the software support to be provided. This shall include how software problems will be resolved and terms of the warranty. Support shall be available seven days per week, 24 hours day. The vendor shall provide an 800 number for support.

As part of software support, the vendor's support personnel shall have the capability to connect to the proposed system to investigate problems. If special software or hardware is required on the CAD system to support this capability, it shall be included in the system price as a separate line item.

The vendor shall describe its software update or upgrade policy. Specifically:

1) How frequently and under what circumstances is updated software provided?

2) How will the Department be notified of available updates?

3) What is involved in implementing an update?

4) Will the Department incur any costs to implement updates?

5) Does the vendor ever charge for updates or new versions of products licensed to the Department? If so, under what circumstances?

6) How frequently does the vendor release new, enhanced versions of the software?

About how many enhancements would be expected with these new versions?

7) With new versions, what is the vendor’s approach to migration from earlier versions?

The vendor shall provide a list of what hardware and software is included in their support agreement. If any initial hardware or software is not included in the support agreement, these items shall be listed individually. If an option is available to include these items, the cost to include them shall be provided listed by item.

Experience:

The vendor will have a minimum of 5 years’ experience providing a computer-aided dispatch system (including hardware, software and support) to a medium to large size emergency communications center or dispatch center. Preference would be for this experience to include at least one Department of Defense (DoD) agency. If a DoD agency is a customer (or previous customer), please provide reference.

Customer Provided Equipment:

The customer (Wright Patterson Air Force Base Fire Department) will provide the following:

- (1) 3-foot server rack spacing including:

o Minimum of 20A 120v electric service o UPS backup power supply

- Server cooling that will maintain adequate temperature

- Network ports/cabling as required from server location to each dispatch/supervisor position

- Network cabling to integrated systems, including:

o VESTA NG9-1-1 phone system o WestNet First In Fire Station Alerting system o Computerized EMD (APCO/ ProQA) o Simplex fire alarm receiving system (optional)

System Requirements:

The system should be able to provide the following capabilities:

- Operating system software – Windows 11 or higher

- Meet or exceed all industry standard security compliance regulations

- Microsoft Office integration with Word and Excel (mail merge, letters, data extraction, reporting, etc.).

- Database software with:

o Master name index o Master address index o Master vehicle index o Duplicate data entry warning

- Configurable dashboard

- All system users are required to sign onto the system before being given access to any system function o The sign on form includes fields for user ID and password

- Security granularity extends to individual control of access to view, modify, add, and delete functions for each application screen o The security groups are configurable o The passwords and security group assignments are changeable by authorized personnel only at the highest security level

- The System Administrator shall be able to create and modify security groups, defining system access down to the function level

- The system shall include a full audit trail which logs all transactions including user access, searches, page views, edits to all fields, record creation, modification, deletion, printing, and system configuration changes

- The supplied system shall be customizable, without additional programming, as much as possible to the method of operation of the department. Examples of things that shall be customizable are unit status codes and incident dispositions but should include all data items where the user picks from a list of acceptable values

- A means shall be provided to update, add to, and otherwise maintain most system databases, even those that are not maintained in the normal course of everyday operation of the system

- The geographical database shall be capable of verifying locations entered as street addresses, street names, hundred blocks, place names, and intersections without relying on exact matching of entered location

- The system shall provide database search capabilities that will allow the user to freely specify search criteria and search any database in the system o The search capability shall not rely on any knowledge of databases or database structures o A list of matching entries shall be created that shall be able to be reviewed on screen or printed o The system shall allow the use of: beginning with, exactly matching, contains, and, or, not, greater than, less than, and more when creating a custom search

- Ability to scan into document imaging system and create link to records in multiple formats including PDF, JPG

- The system shall be flexible enough to allow any position to be used for any system function, dispatching, call taking, records

- Changing a workstation’s functions shall not require reconfiguration of the system

- On-line Help shall be available to aid the user in the operation of the system

- The system shall have a method for time synchronization between all components of the system

The Computer Aided Dispatch (CAD) software should provide:

- Configurable CAD windows

- Command line entry

- Command log

- Customizable CAD commands

- Ability for user messaging/bulletins

- The system shall interface with an E911 controller to automatically receive caller location and telephone number information when an E911 call is received

- Receipt of the E911 information shall cause the CAD system to automatically present the information in an incident entry form at the answering call taker position

- E911 Phase II caller location is supported with the caller’s location or probability circle automatically drawn on the CAD map for the call taker

- Caller Location Query service

- When the user creates an incident, the system shall assign a system generated incident number to the incident and record the date, time and dispatcher handling the call. That number shall be a unique number not used anywhere else in the system

- Customizable run cards with unit recommendations o Minimum of 5 units levels with multiple unit types

- The system supports execution and maintenance of simultaneous events

- Multiple simultaneously open application windows are supported. For example, a user can have incident and location records displayed simultaneously

- CAD to CAD interface capability for Tyler Technologies Enterprise CAD, Motorola

FLEX CAD and Motorola Premier One CAD

- Ability to integrate with APCO Intelli COMM and IAED ProQA computerized EMD software/server(s)

The CAD should provide the following for incident creation/management, including:

- The system supports a call taker taking the call, filling in the incident form, and routing the call to another dispatcher

- The system shall have the ability to route the incident to the appropriate dispatch position (fire or police) o If used, the dispatcher receives an audible or visual indication that a new incident has arrived for dispatch

- The call for service screen shall allow entry of the following information:

o Incident location with apartment number/suite number o Incident type o Response priority o Caller name, address, telephone number, location of the caller o Incident details

- The incident location information shall be validated against a geographical database immediately after entry o The geographical database shall be capable of verifying locations entered as street addresses, street names, hundred blocks, place names, and intersections without relying on exact matching of entered location o Multiple matches of the entered location shall result in a matches list from which the user can select the correct location

- The response priority shall be a function of the incident type but enterable by the call taker as well

- The incident details shall allow unlimited characters

- The system shall automatically search its database for previous incident history and shall retrieve and display summaries of the 10 most recent incidents at the location

- The system shall automatically search its databases for premise information unique to the location and shall, when available, display a button or icon the user can select to display the information. This record may contain hazardous material information, firefighting information, the names of emergency contacts or special handling information o The most important available information shall be automatically displayed for dispatchers with indicators to alert the dispatcher to the availability of other pieces of information

- The dispatcher must be able to hold one or more pending incidents for a particular unit with an indication in the incident status display

- The dispatcher shall be able to add an unlimited number of additional comments once the incident has been created via command line or mouse

- Each additional comment added to an incident record shall be time and date stamped

- The dispatcher shall be able to assign an unlimited number of additional units to an incident

- The dispatcher shall be able to record all status changes from assigned units once the incident has been created

- The dispatcher shall be able to clear units and close the incident once the incident has been created

- The incident history shall always be shown as part of the incident detail display

- The incident display must include all times for the incident: call received, entered, dispatched, en route, on scene, closed

- The incident display must include all times for each unit assigned to the incident: dispatched, en route, on scene, clear, dispatched-to-on scene, on scene-to- clear, dispatched-to-clear.

- Multiple incidents can be simultaneously displayed and updated

- There must be a way to enter and schedule incidents to appear at a later date and time, either once or periodically. Such incidents should automatically appear in the incident queue at the specified time. It should also be possible to pre-assign a specific unit to the incident when it is scheduled

- The dispatcher shall be able to accept the recommended dispatch with a single key or edit the recommendation as needed

- The system shall display a list of active and pending incidents

- The system shall provide visual status alerts per incident and unit

- The system shall have AVL capability including closest unit recommendation

- The system shall be capable of automatic unit notification/paging

- Unit notification shall include:

o Integration with FirstIn Alerting System o Message service to Active911 o Manual paging to unit or individual

SMS

Email

- Include capability necessary to maintain paging information for users, groups, and to define paging required by types of incidents

- There shall be a log of a unit’s prior incidents

- There shall be a log of a unit’s prior status changes

Mapping used within the CAD should include the following capabilities:

- Map system is compatible with ESRI ArcView map data

- Map system is compatible with Google Maps

- Map is completely integrated into CAD

- Provides a separate, sizable window for map display

- E911 calls are immediately located without dispatcher interaction

- E911 Phase II calls from cell phones automatically zoom to the location on the map or draw a probability circle on the map depending upon the information available

- The map automatically locates and zooms a call for service on the map when the location is verified

- The map can be configured to show various layers depending upon the zoom level

- The map displays the locations of active incidents

- The map displays the locations of all signed on units equipped with GPS

- A general-purpose pin mapping facility is included to quickly create pin maps from the results of data searches of CAD incidents

- Maps can be printed

- Mapping is available on mobile devices

The CAD should be able to provide reports including:

- Pre-defined reports o Single incident report o Shift report o Incident summaries by time of day and day of week o Incident response times by time of day and day of week o Unit activity report o Communications center call handling times

- Custom reports

- Ad-hoc reports

- Custom data filters

- Export of reports to PDF, XLS, XML, TXT

- Reports must be viewable on screen before they are printed

- Schedule report(s)

- Email of created report(s) including scheduled transmission

The mobile data service should provide:

- User access by login

- Role management by login

- Automatic transmission of relevant incident information to a unit when it is dispatched

- Real time incident data

- One-button digital unit status reporting

- Crew field access to CAD, incident information, and location information

- Realtime vehicle location information

- Mapping service

- Current active incident summary

- Photo capture capability

- Night mode must be supported