Request for Proposals (RFP).docx

Request for Proposals (RFP) Next Generation 911 (NG911) Call Handling System Issued by: Oglethorpe County 911 Location: Oglethorpe County, Georgia RFP Number: [Insert] Issue Date: [Insert] Proposal Due Date: [Insert]

1. Introduction and Background Oglethorpe County 911 is soliciting proposals from qualified vendors for the provision, implementation, and ongoing support of a Next Generation 911 (NG911) call handling system.

The Oglethorpe County 911 911 Center serves a population of approximately 19,000 residents across roughly 442 square miles, including rural and semi‑rural areas. The center operates 24/7 and currently staffs three (3) dispatcher/call‑taker consoles and one (1) supervisor console.

The objective of this RFP is to select a vendor that can deliver a reliable, secure, standards‑compliant NG911 solution that improves resiliency, call handling efficiency, interoperability, and future readiness, while remaining appropriate for the operational scale and budget constraints of a small public safety answering point (PSAP).

This Request for Proposals is accompanied by a Detailed Requirements Document, which is incorporated by reference. Vendors must respond to all requirements contained therein and provide a completed compliance matrix indicating Compliant, Partially Compliant, or Non-Compliant for each requirement.

2. Procurement Objectives The selected NG911 solution should:

· Fully comply with current NG911 standards and best practices

· Improve call handling reliability and redundancy

· Support voice, text‑to‑911, and future multimedia communications

· Integrate cleanly with existing CAD and radio systems

· Scale appropriately to a small PSAP without unnecessary complexity

· Provide predictable, transparent costs

· Meet CJIS and applicable state and federal security requirements

3. Scope of Services The vendor shall provide a turnkey NG911 solution including, but not limited to:

· NG911 call handling software and licensing

· IP‑based call routing and ESInet connectivity

· Text‑to‑911 capability

· Location information services (LIS) and GIS integration

· System installation and configuration

· Testing, cutover, and go‑live support

· Training for dispatchers, supervisors, and administrators

· Ongoing maintenance, support, and upgrades

4. System Requirements

4.1 Call Handling

The system must:

· Support NG911 voice calls using SIP

· Provide seamless handling of wireline, wireless, and VoIP calls

· Support Text‑to‑911 at launch

· Allow future support for multimedia (images, video, data) without system replacement

· Provide configurable call queuing and overflow handling

4.2 Consoles and Users

The proposed solution must support:

· Three (3) dispatcher/call‑taker consoles

· One (1) supervisor console

· Role‑based access control for dispatchers, supervisors, and administrators

· Supervisor monitoring, silent monitoring, and call intervention features

4.3 Redundancy and Resiliency

The system must:

· Provide geographic redundancy and failover

· Maintain operations during network, power, or equipment failures

· Support call re‑routing to alternate PSAPs

· Clearly document recovery time objectives (RTO) and recovery point objectives (RPO)

4.4 Standards Compliance

The solution must comply with:

· NENA i3 standards

· Applicable FCC NG911 requirements

· State NG911 authority requirements (if applicable)

5. Integration Requirements The system must integrate with:

· Existing Computer‑Aided Dispatch (CAD) system [vendor/name if known]

· Existing radio/dispatch console systems [vendor/name if known]

· GIS data sources used by the agency or state Vendors should describe supported integration methods, APIs, and any additional costs.

6. Cybersecurity and Compliance The vendor must:

· Meet CJIS Security Policy requirements

· Encrypt data in transit and at rest

· Provide multi‑factor authentication options

· Maintain documented vulnerability management and patching processes

· Provide audit logging and reporting Vendors must disclose any known security incidents in the past five (5) years.

7. Training and Support Proposals must include:

· Initial training for dispatchers and supervisors

· Administrator and technical training

· Documentation and user manuals

· Ongoing technical support availability (hours, SLAs, escalation)

· Software updates and version upgrades

8. Implementation Plan Vendors must provide a detailed implementation plan including:

· Project timeline and milestones

· Roles and responsibilities

· Testing and acceptance procedures

· Cutover and rollback strategy

9. Pricing and Cost Structure Vendors must provide a clear and itemized cost proposal including:

· Upfront implementation costs

· Licensing costs (per console or per user)

· Recurring costs (monthly or annual)

· Maintenance and support fees

· Optional features or services Costs should be transparent and scalable for a small PSAP.

10. Vendor Qualifications Proposals must include:

· Company background and years of experience with NG911

· Experience supporting small or rural PSAPs

· At least three (3) references from comparable agencies

· Financial stability information

11. Proposal Submission Requirements Proposals must include:

· Executive summary

· Technical response addressing all requirements

· Implementation plan

· Pricing proposal

· Vendor qualifications and references

· Any assumptions or exceptions Proposals must be submitted electronically in PDF format by the stated deadline.

Proposals must include a completed compliance matrix based on the Detailed Requirements Document. Failure to address all requirements or to provide the compliance matrix may result in disqualification.

12. Evaluation Process Proposals will be evaluated based on:

· Compliance with NG911 standards and requirements

· System reliability and resiliency

· Ease of use and operational fit

· Integration capabilities

· Cost and long‑term value

· Vendor experience and references The agency reserves the right to conduct demonstrations, site visits, or interviews.

Proposal evaluation will be based in part on the vendor’s demonstrated compliance with the requirements set forth in the Detailed Requirements Document, as evidenced by the submitted compliance matrix and supporting documentation.

13. General Conditions

· The agency reserves the right to reject any or all proposals

· Submission of a proposal does not obligate the agency to award a contract

· All proposal materials become the property of the agency

14. Contact Information All questions regarding this RFP should be directed to:

Angela Jackson 911 Director Oglethorpe County Sheriff’s Office ajackson@oglethorpesheriff.org

(706) 743-8101 ext. 1704

End of RFP