PWS CAD 2020.pdf

CAD SOFTWARE LICENSE AND SUPPORT

Performance Work Statement

1. OVERVIEW

The U.S Army Presidio of Monterey Directorate of Emergency Services (POM DES) Dispatch Center requires a contract for a Computer Aided Dispatch System. CAD provides access and connectivity to all Monterey County and local public safety agencies.

A. Background: The Presidio of Monterey Emergency Communication Center (POM ECC) provides

E-911 & radio communication services to police, fire and EMS agencies. As of January 17, 2018 the Interact Corporation CAD system experienced catastrophic failure and has been inoperable since. The government solution at that time was to receive support from Monterey County Emergency Communications Department (MOCO ECD). Due to a number of internal government factors this solution was not fulfilled. As a result POM has had a detrimental gap in CAD services that needs immediate attention. This requirement will support the government’s need.

ECC emergency communication center = dispatch center

B. Objectives: The objective for this requirement is to provide enhanced 911 services for all

Monterey emergency response community to have access to reliable and interoperable communications.

Scope: The contractor shall provide the required systems, software, equipment, training, maintenance, installation, testing, and technical support for enhanced 911 services. The software, hardware, and technical support shall cover the main dispatch center (Address) and respective mobile units.

Dispatch Center

Section 1-7

Mobile Units

Section 8

C.

2. REQUIREMENT TASKS:

A. Software: The vendor shall provide the license and subscription support for the CAD.

Additionally, software maintenance shall consist of: (i) reasonable telephone support; (ii) commercially reasonable efforts to correct errors necessary to keep the Software in substantial conformance with the applicable Documentation; and (iii) any updated, release versions of the Software provided by the contractor to its general customer base subscribing to Software maintenance. Software maintenance shall include: (i) assembly, set-up, installation or configuration of hardware and software; (ii) consultation, error correction or research with respect to Customer-created documents and information; and

(iii) any other separately-priced services not generally provide as part of Software Maintenance. Certification?

B. Hardware: The at least minimum equipment that the vendor shall provide is.

Redundant host server(s) that house the CentralSquare 911 Pro software

• Dual/redundant hot-swappable server power supplies

• Dual/redundant network cards

• Dual/redundant network switches

• Shared storage RAID configured hard drives • Redundant audio code gateways for 911 and admin trunks

• Redundant data sharing devices providing ALI to third-party equipment • Redundant ALI modems • Redundant network paths to each device • Support for critical or recommended spares • Optional redundant server with load balancing and always alive functionality • Premiere NENA i3-compliant NG9-1-1 hardware and software • Each 911 workstation and server is engineered with dual network cards along with the network architecture to ensure dual network paths.

• Each CentralSquare 911 Pro position is equipped with a backup phone that is independently connected to the network, which guarantees that the call-taker can always answer calls in the event of a workstation failure.

• CentralSquare 911 Pro system is a first-class NENA i3 compliant NG9-1-1 telephony solution.

• A telephone system with the latest production version of anchors the CentralSquare-engineered solution for the PMD.

• The call-taker and dispatcher desktops are equipped with CentralSquare 911 Pro Computer Telephony Integration applications.

• The PMD’s call-taker positions are also fitted with a Genovation keypad for direct control of telephone functions and a Polycom VVX-401 telephone.

• This Polycom backup telephone can function independent of the core workstation, even in the event of a workstation hardware failure.

• Each 911 position includes a telephone desk set that can be used if the computer workstation experiences a failure. The desktop phone set operates completely independent of the workstation.

GFP includes: add GFP list language

C. Training: Initial and Scheduled after system upgrades

D. Technical Support: Customer will have access to the contractors technical support personnel twenty-four (24) hours a day, seven (7) days a week. Communications with Technical Support may be via telephone or e-mail. The vendor shall provide a single entry point of contact that responds to requests/problems from the on duty POM dispatcher.

In addition to the support obligations listed above, shall provide remote support when issues cannot be resolved by guiding the local dispatcher. The technical support representative shall raise issues to the on duty Supervisor/Chief sever issues cannot be resolved remotely or if deemed emergent in accordance to the severity levels below. The vendor shall also follow the provide response protocol as described below:

Severity Levels.

Technical Support shall prioritize problems/requests according to the severity levels set forth below. InterAct will use commercially reasonable efforts to respond according to the Response Specifications set forth below with respect to the Severity Level assigned to the problem:

Severity 1 – Critical The Software suffers an error or issue in a production down situation which cannot be reasonably circumvented and which so substantially impairs the performance of the Software or any components of the Software, which are critical to the Customer’s business as to effectively render them unusable. InterAct will acknowledge any such reported error or issue within thirty

(30) minutes after being properly reported to InterAct and InterAct will thereafter work twenty-four (24) hours a day, seven (7) days a week to identify the error or issue and provide an applicable fix. All Severity-1 Errors are reported to the shift supervisors in Customer Support and Product Engineering and with regular status reports to appropriate management personnel until resolved.

Severity 2 – Serious The Software suffers an error or issue, which cannot be reasonably circumvented, and which substantially impairs the use of one or more portions or features of the Software required by Customer to perform necessary business functions but does not effectively render the Software unusable as a whole. InterAct will acknowledge any such reported error or issue within two (2) hours after being properly reported to InterAct and, if Customer is using the Software in production, will thereafter work continually within normal business hours or as required by Customer to identify the error or issue and InterAct Public Safety Systems 2 Master Purchase & License Agreement v1.0; Exhibit A – Software Maintenance Guide (2010-06-24) provide an applicable fix or workaround as required. All Severity-2 Errors are reported to the shift supervisors in Customer Support and Product Engineering and with regular status reports to appropriate management personnel until resolved.

Severity 3 – Minor The Software suffers a low impact error or issue (which is not of Severity 1 or Severity 2) which impairs the use of the features of the Software, but the reported error or issue can be reasonably circumvented. InterAct will acknowledge any such reported error or issue within eight (8) hours after being properly reported to InterAct and will thereafter exercise reasonable efforts within normal business hours to identify the error or issue and provide a mutually agreed upon resolution to the problem.

Response.

InterAct will resolve each reported error or issue with the Software by using commercially reasonable efforts to provide: (i) an object code patch to the Software or other permanent fix as necessary; or (ii) a mutually acceptable reasonable workaround for the error or issue; or, if either

(i) or (ii) are not reasonably practicable, a specific action plan regarding how InterAct intends to address the reported error or issue and an estimate on how long it may take to correct or workaround the error or issue. Customer agrees to use commercially reasonable efforts to assist and provide information to InterAct as required resolving errors or issues with the Software reported by Customer. In the event InterAct fails to meet its obligations under this Section, InterAct will provide a root cause analysis including definition, corrections and process

COR reports:

Installation- Chief J/Dispatch Chief/COR

Training- coordinate the schedule based on gov provided schedule; to be confirmed by x date

Go date- no later than x date after training

Response time- 24/7 reach back team customer service support center;

minimum down time based on county historical; resolve within x time for critical and routine down time XXXX

1.0 Software

The software detailed in the following sections includes, but is not limited to, the listed functionality.

Pro Suite Base • Operating system software • Secure intra-Customer messaging

• Database software • Configurable dashboard

• Master name index • Web address links

• Master address index • No duplicate data entry

• Master vehicle index • Authentication

CAD (Core) • Command-line entry • Command Log

• Bulletins • Triple I

• Configurable CAD Windows • Custom CAD Commands

• Inactivity Alarms • Unit Alarms

• Rip and Run • ANI/ALI

• Full audit trail Inform CAD Position Inform Mobile Base Position Inform Mobile Base Position with CJIS/NCIC Forms Inform Mobile Mapping Inform CAD NCIC/State Query Position Standard ANI/ALI Interface Additional PSAP

a. Hardware

b. Installation and training

c. Maintenance d.

Zuercher Technologies, LLC shall provide the Government at the Presidio of Monterey, with the services specified within the functional list provided in Addendum One.

Zuercher will provide Software, Hardware and Services substantially similar to those outlined below, in the quantities specified in Exhibit B: Pricing Detail.

• It is stipulated that Government Agency is responsible for all other mobile, base, and remote radio and data transmission equipment and terminals designed to serve Agency exclusively shall be provided for and maintained at that Agency’s expense.

• It is stipulated that Zuercher Technologies, shall provide on behalf of Government Agency all software, licensure, and maintenance associated with the mobile CAD data terminals and remote CAD terminals at Agency’s facilities, for which Government Agency will reimburse Zuercher Technologies for all associated costs.

• It is stipulated that Agency will reimburse Zuercher Technologies for all costs associated with the testing, implementation, and maintenance of the mobile CAD data terminals and CAD terminals provided by Zuercher Technologies.

• The Government Agency will respond to all inquiries from Zuercher Technologies regarding the status of equipment, etc.

• It is stipulated Government Agency will pay an annual subscription fee for Base + Option years.

b. PERFORMANCE WORK STATEMENT

This Statement of Work defines the services contemplated by this Award/Contract. The purpose of this Award/Contract is for Zuercher Technologies, to provide specified services that support Presidio of Monterey’s participation in a countywide public safety communications and emergency 9-1-1 dispatch system.

Zuercher Technologies performance of the services specified in the performance work statement (PWS) will assist Government, at the Presidio of Monterey, to meet requirements set forth by policies of the United States Congress, the United States Department of Defense (DoD), the United States Army, Installation Management Command, and Installation and Garrison Command. These policies, applicable to the Government at the Presidio of Monterey, are in keeping with the United States DoD policy.

c. SCOPE OF SERVICES

a. Zuercher Technologies: Support and maintenance pertains specifically to the maintenance of the software. Zuercher Technologies technical support staff provides telephone support service twenty‐four (24) hours a day, seven (7) days a week.

Software License Renewal for software upgrades and pertinent software documentation updates to ensure proper configuration, operation and functionality to include the receipt of the latest commercially available software release version(s).

1) Critical Priority

i. Technical support available 24 hours a day, 7 days a week, 365 days a year.

2) Description – A critical software error, which severely impacts the ability of the PSAP to dispatch emergency vehicles.

i. A critical software error, which severely impacts the ability of the PSAP to dispatch emergency vehicles.

ii. These errors include:

1. Software Server software lockup

2. Data corruption caused by TriTech Software

3. TriTech Software is inoperable due to one of the following conditions:

a. Inability to enter new requests for service

b. Inability to assign a call to a unit

c. Inability to change status

d. Inability to dispose of a call

iii. Initial Response

1. PSAP personnel can expect a call back within thirty (30) minutes during normal technical services hours. After normal technical services hours a callback can be expected within two (2) hours.

3) High Priority

i. Technical support available 24 hours a day, 7 days a week, 365 days a year.

ii. Description

1. A non‐critical software error that does not prevent the dispatching of emergency vehicles, but which does prevent the user from performing a common‐call taking, dispatching, or system administrative function. These issues would not have reasonable workaround. These do not include cosmetic, documentation, reporting, or similar problems. These also do not include questions or inquiries regarding the operation of the software or its installation and training.

iii. Initial Response

1. Technical support will respond with a call back within one (1) hour during normal business hours. After normal business hours technical support will respond with a call back within two (2) hours.

4) Medium Priority

i. Technical support available is available during normal business hours.

ii. Description

1. A software error that is not critical, and would be a high priority, except that there is a reasonable workaround. These include but are not limited to:

a. Reporting errors or calculation problems

b. Questions or inquires relating to TriTech Software functionality, system administration, or installation

iii. Initial Response

1. Technical support staff will respond within twenty‐four (24) hours during normal business hours, or on the next business day.

5) Low Priority

i. Technical support available during normal business hours.

ii. Description

1. All other software or documentation errors not described above.

a. Documentation inaccuracies

b. Cosmetic issues

c. Misspellings

iii. Initial Response

1. Technical support staff will respond within twenty‐four (24) hours during normal business hours, or on the next business day.

CLIN #1 Monterey County: Support & Maintenance (Base + Option Years:

CLINs 0001, 1001, 2001, 3001, and 4001)

1.1 Inform Mapping

1.2 Inform CAD Position

1.3 Inform Mobile Base Position

1.4 Inform Mobile Base Position with CJIS/NCIC Forms

1.5 Inform Mobile Mapping

1.6 Inform CAD NCIC/State Query Position

1.7 Standard ANI/ALI Interface Additional PSAP

b. Monterey County initial implementation fees for services and project related fees provided to US Army Presidio of Monterey Directorate of Emergency Services (POM DES) Emergency Communication Center for initial setup and configuration of the Virtual Distribution Interface System.

CLIN #2 Monterey County: Service / Implementation

2.1 Implementation Service Fee: Monterey County initial AT&T Data Circuit Installation Fees

2.2 Implementation Service Fee: Monterey County initial Law/Fire CAD Data Administration Fees

2.3 Implementation Service Fee: Monterey County shared cost of additional VDI hardware required

c. Inform CAD Training: Monterey County to provide initial user training and Train-the-Trainer course to all required users.

CLIN #3 Monterey County: Inform CAD Training Course

3.1 User Training: 4 days – max 10 student per day

3.2 Train-the-Trainer: 1 day – max 8 students per day

3.3 Monterey County will coordinate with TriTech instructor for Onsite Go

Live Support Services (Inform CAD): 2 days – 1 Instructor

3.4 Monterey County will provide instructor for Onsite Go Live Support

Services (Inform Mobile): 2 days – 1 Instructor

d. Monterey County initial software license fees, implementation fees for services and project related fees provided to US Army Presidio of Monterey Directorate of Emergency Services (POM DES) Emergency Communication Center for initial setup and configuration of the applications on the hardware.

CLIN #4 Software License / Implementation / Project

4.1 Software License Fee: Inform CAD Mapping

4.2 Software License Fee: Inform CAD Position

4.3 Software License Fee: Inform CAD NCIC/State Query Position

4.4 Software License Fee: Inform CAD Standard ANI/ALI Interface

Additional PSAP

4.5 Software License Fee: Inform Mobile Base Position

4.6 Software License Fee: Inform Mobile Base Position with CJIS/NCIC

Forms

4.7 Software License Fee: Inform Mobile Mapping

4.8 Project Related Fees: Travel Expenses

4.9 Project Related Fees: Project Management fees

d. SPECIFIC TASKS /STANDARDS

The level of System service to be provided to the Government Agency shall be equal to the standard level of service provided by similar consolidated communications centers to other public safety agencies and as established by the governance boards.

Measurable performance standards shall be established and reviewed annually by the Monterey County Emergency Communication Center governing boards.

e. Information Assurance / Information Security (IAIS)/Physical Security Requirements:

• DOD 8570 is not required as the CAD system works independently of the

NEC (US Army system), there is no interaction between the two.

Consequentially, AT I or II is not required.

REFERENCE:

Attachment A: Functional List

f. Contractor Manpower Reporting (CMR) Requirements (CLINs 000x, 100x, 200x, 300x, 400x):

The purpose of the CMR is to collect labor hours and costs used in the performance of service contracts from contractors providing the services to the Department of the Army. Instructions, including the Contractor and Subcontractor User Guides, are available at http://www.ecmra.mil.

For the CMR CLIN, please enter the proposed amount associated with the effort in completing the CMR report for the reporting period. If the Offeror wishes not to charge for this item for the reporting period, please enter “0” in the Unit Price for each CMR CLIN. The contractor will report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Department of the Army via a secure data collection site.

The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil, and then click on “Department of the Army CMRA” or the icon of the DoD organization that is receiving or benefitting from the contracted services.

Reporting inputs will be for the labor executed during the period of performance during each Government FY, which runs from October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October of each calendar year, beginning with 2015. Contractors may direct questions to the help desk by clicking on “Send an email” which is located under the Help Resources ribbon on the right side of the login page of the applicable Service/Component’s CMR website at http://www.ecmra.mil. The required data fields include:

Required Fields:

• Contracting Office, Contracting Officer, Contracting Officer's Technical Representative;

• Contract number, including task and delivery order number;

• Beginning and ending dates covered by reporting period;

• Contractor name, address, phone number, e-mail address, identity of contractor employee entering data;

• Estimated direct labor hours (including sub-contractors);

• Estimated direct labor dollars paid this reporting period (including sub- contractors);

• Total payments (including sub-contractors);

http://www.ecmra.mil/ http://www.ecmra.mil/ http://www.ecmra.mil/

• Predominant Product Service Code (PSC)/Federal Service Code (FSC) reflecting services provided by contractor (and separate predominant PSC/FSC for each sub-contractor if different);

• Estimated data collection cost;

• Organizational title associated with the Unit Identification Code (UIC) for the Army

Supported Activity (the Army Supported Activity is responsible for providing the contractor with its UIC for the purposes of reporting this information);

• Locations where contractor and sub-contractors perform the work (specified by zip code in the United States and nearest city, country, when in an overseas location, using standardized nomenclature provided on website);

• Presence of deployment or contingency contract language; and

• Number of contractor, and sub-contractor employees deployed in theater this reporting period (by country).

• As part of its submission, the contractor will also provide the estimated total cost (if any) incurred to comply with this reporting requirement.

The CMR system is a business process to collect information for each contract, on the funding source and related financial data, the organization receiving the services, mission/function performed, and labor hours and costs, by the Government Fiscal Year (1 October through 30 September). Contractors report actual labor hours, dollars, and other information directly from their accounting systems directly into this system, or through their Army Requiring Activity, using their existing timekeeping, personnel, accounting systems as well as information supplied with the contract. Existing financial management and procurement systems do not completely distinguish between goods and services, nor do they identify the specific organization for which the work is being performed. CMR will enable the Army to (1) fully understand the composition of the Army workforce - military, civilian, and Contractor, and allow for more informed workforce staffing and funding decisions; (2) provide better oversight of our workforce, avoid duplication of effort, or shifting of in-house reductions to contract; and (3) better account for and explain our total Army workforce. Contractor labor hours and associated labor costs are to be treated as proprietary information when linked to Contractor name and contract number.

Performance Objective

Performance Standard

Performance Threshold

Statement of Requirement Para 2 Software License Renewal for software upgrades and pertinent software documentation updates to ensure proper configuration, operation and functionality to include the receipt of the latest commercially available software release version(s).

Contractor provides software renewals, upgrades and pertinent software documentation updates as they become available.

100%

Statement of Requirement Para 2

Contractor provides 24x7 unlimited access to help Monterey County and/or TriTech help desk.

100%

Technical support available 24 hours a day, 7 days a week, 365 days a year.

Statement of Requirement Para 2 Contractor is an authorized, certified TriTech CAD provider.

Contractor is an authorized, certified TriTech CAD provider.

100%

Statement of Requirement Para 2 Critical Priority Response

PSAP personnel can expect a call back within thirty (30) minutes during normal technical services hours. After normal technical services hours a callback can be expected within two (2) hours.

100%

Statement of Requirement Para 2 High Priority Response

Technical support will respond with a call back within one (1) hour during normal business hours. After normal business hours technical support will respond with a call back within two (2) hours.

100%

Statement of Requirement Para 2 Medium Priority Response

Technical support will respond within twenty-four (24) hours during normal business hours or on the next business day.

100%

Statement of Requirement Para 2 Low Priority Response

Technical support will respond within twenty-four (24) hours during normal business hours or on the next business day.

100%