RFB 2026-34 Attachment 1 - Specifications.pdf

RFB 2026-34 Attachment 1 – Specifications

SPECIFICATIONS

RFB 2026-34 – Upgrade the Existing 911 Phone System and Installation of a New Recording System for Madison County

SPECIFICATIONS

The upgrade to the existing telephone system and new recording system is funded through the SFY2025 Next Generation 911 (NG911) grant – Project Number NG25-1054- E00 (25E07).

This grant has the following requirements:

MBE – 15%

WBE- 15%

SDVOB – 6%

Item 1: Upgrading the Existing Telephone System:

The Madison County Emergency Communications Center (MCECC) serves as the Primary Public Safety Answering Point (PSAP) for Madison County, New York, providing critical emergency communications services to residents, visitors, public safety agencies, and partner jurisdictions throughout the county. As the first point of contact for citizens seeking emergency assistance, the communications center plays a vital role in coordinating law enforcement, fire, emergency medical, and other public safety resources. To effectively fulfill this mission, MCECC must maintain reliable, secure, and technologically advanced communications systems capable of supporting both current operational demands and future emergency communications requirements.

The County’s existing 911 call handling equipment has reached a stage in its operational lifecycle where modernization and replacement are necessary to ensure continued system reliability, maintain compliance with evolving industry standards, and support emerging Next Generation 911 (NG911) technologies. The emergency communications landscape has evolved significantly beyond traditional voice-based telephone calls and now includes text messaging, multimedia communications, enhanced geospatial location capabilities, and Internet Protocol (IP)-based service delivery. The limitations of the current system may hinder the County’s ability to fully leverage these advancements and meet the increasing expectations of the public, emergency responders, and regulatory agencies.

Madison County is seeking bid proposals from qualified vendors to furnish, install, configure, test, train, and support a comprehensive NG911-compliant call handling solution. The proposed system shall support Emergency Services IP Network (ESInet) connectivity, Session Initiation Protocol (SIP)-based call processing, Text-to-911 functionality, GIS-based location services, multimedia communications, interoperability with neighboring PSAPs, and seamless integration with existing Computer-Aided Dispatch (CAD), logging recorder, radio communications, and emergency notification systems.

In addition to providing enhanced functionality, the new solution must deliver a resilient and secure operational environment. The County requires a system architecture that incorporates redundancy, disaster recovery capabilities, cybersecurity protections, and continuity of operations features designed to maintain uninterrupted emergency communications during both routine operations and large-scale incidents. The system should also improve telecommunicator efficiency through intuitive user interfaces, integrated mapping applications, advanced call management tools, and streamlined workflows that enhance situational awareness and reduce call processing times.

This Request for Bids (RFB) is intended to identify a vendor with demonstrated expertise in public safety communications technology and NG911 implementations. The selected vendor must provide a solution that complies with applicable standards and guidance established by the Federal Communications Commission (FCC), the National Emergency Number Association (NENA), the Association of Public-Safety Communications Officials (APCO), New York State Interoperable and Emergency Communications programs, and all applicable federal, state, and local regulations.

The County seeks a scalable and future-ready solution capable of accommodating technological advancements, increased service demands, and evolving NG911 requirements.

The selected system must provide the highest levels of reliability, security, availability, and operational flexibility to support the County’s long-term emergency communications strategy.

Investment in modern NG911 call handling technology is essential to preserving Madison County’s ability to deliver timely, efficient, and dependable emergency communications services. This initiative will strengthen public safety operations, improve service delivery to the community, enhance interoperability among emergency response agencies, and position Madison County to effectively meet the challenges and opportunities of the next generation of emergency communications for years to come.

The current telephone system is VESTA version8.5.345.545 Phone System Telephone Upgrade will include two sites with equipment and installation o Site A – Madison County 911 Center, Public Safety Building, 138 North Court Street, Bldg. 7, Wampsville NY 13163 o Site B – NYSP Troop D Barracks, 263 Genesee Street, Oneida NY 13421 All equipment must be on premises and not cloud-based.

The pricing is to include any training needed to operate the system Monitoring, Preventative Maintenance, Audio Visual Service 1 laptop must be included

SITE VISIT TO BOTH LOCATIONS IS HIGHLY RECOMMENDED

The bidder must provide a detailed list showing the items needed for the upgrade of the telephone system and must include the installation fee.

Item 2: Installation of a New Recording System:

The County is seeking bid proposals from qualified vendors to provide installation of a new communications platform capable of supporting public safety communications operations, including 9-1-1 call handling environments, emergency communications centers, dispatch operations, and related public safety functions.

The solution shall support the recording and analysis of telephone calls and radio communications and provide capabilities that enhance operational awareness, workforce effectiveness, quality assurance, personnel wellness, training, incident reconstruction, records management, and public records response workflow.

The County prefers solutions that provide integrated functionality through a unified user experience, minimize the need for multiple administrative interfaces, reduce manual processes, and limit operation complexity. Vendors shall describe any third-party components or integrations required to deliver proposed functionality and explain how those components are implemented, supported, administered, and maintained.

The system must meet the operations, technical, security, support, usability, and integration requirements as defined in this solicitation.

The County may ask for references of successful deployments supporting public safety communications operations, including emergency communications centers 9-1-1 agencies, dispatch organizations, or similar mission-critical environments.

This specification covers the requirements for an advanced NG-911 ready IP Enabled digital logging recorder/reproducer to be provided as part of the overall solution.

The equipment furnished under this specification shall be designed for Public Safety operations performing continuous duty (i.e. 24 hours per day, 365 days per year). The proposed equipment shall be based upon current technology with future expansion and upgrade capabilities. A Linux-based operating system is required. Each unit shall be an all-in-one recording unit providing for the recording of analog, digital PBX, VoIP phones, IP Console/RoIP and P25 digital radio in the same recorder unit. The system shall record audio plus the time & date data and be expandable in 8/16/24 channel increments.

The digital logger shall support: standalone operation, control through a KVM switch or an integrated front-panel color touchscreen interface.

The logging system shall provide network server functionality for remote access from any

Windows PC Workstation on the network using a web-based application for search & retrieval as well as Administration/Setup.

The system is to include three total units. Two of the servers will be located at the "A" or Wampsville location and one will be located at the "B" or back-up Oneida site.

The "A" location will have two recorders with the following functionality:

96 channels of analog recording capability 40 Internet Protocol (IP) channels capability (to be loaded on the server with the

Motorola VESTA Call-handling positions)

Dual Hot-swappable Drives with a minimum @ 4TB storage A back-up archive drive DVD Dual Hot-swappable power supplies An approved integration package to the county's Motorola/Spillman CAD system Integration with RapidSOS wireless 9-1-1 caller location display Motorola VESTA NG 911 call recording bundle capable of recording voice, metadata and SMS The system must have the ability to call up information from any of the systems and display it on one pane of glass.

The ability to record screen images for ten 9-1-1 call-taker positions An approved Integration to Motorola Astro P25 system via approved AIS (Archive

Interface Server) o All licensing and services to integrate to the Motorola AIS server (Madison County will provide the AIS Server and any required Motorola services)

The "B" location will have one recorder with the following functionality:

8 channels of analog recording capability Dual Hot-swappable Drives with a minimum @ 4TB storage A back-up archive drive DVD Dual Hot-swappable power supplies

Instal lation is to be performed in a professional, workmanlike manner using industry-best practices.

OPERATIONAL OBJECTIVES

Madison County seeks a modern, integrated communications intelligence platform designed specifically for public safety. The solution should improve operational insights, increase efficiency, support personnel wellness, strengthen compliance and enable faster response to public records and post-incident needs. It is understood that these capabilities are provided as a service that is billed annually and based upon actual 9-11 call volume.

The selected solution should help Madison County achieve the following operational objectives:

1. Improve Operational Visibility

a. Provide comprehensive visibility into all communications (9-1-1 calls, admin calls, radio traffic, screen recordings and more) through unified analytics and reporting.

2. Accelerate Information Retrieval

a. Enable rapid search and incident reconstruction across calls, radio communications and associated data using Al-powered tools.

3. Strengthen Quality and Compliance

a. Leverage automated quality assurance and compliance tools to review 100% of interactions and identify coaching and performance opportunities.

4. Support Workforce Wellness

a. Provide proactive identification of stressful interactions and wellness insights to support employee well-being and retention.

5. Enhance Training and Performance

a. Equip supervisors and trainer with tools to deliver consistent, scenario-based training and meaningful coaching that drives performance improvement.

6. Reduce Administrative Burden

a. Streamline public records (FOIL/FOIA) workflows with Al-assisted search, transcription and redaction to reduce time and cost.

7. Enable Faster Incident Response and Review

a. Provide tools for real-time awareness and efficient post-incident reconstruction to support operational decision-making and investigations

8. Support Remote and Distributed Operations

a. Allow secure, browser-based access for authorized users to review, coach, train and manage operations from any location

9. Ensure Seamless Integration

a. Integrate with existing systems (CAD, recording, radio, and telephony) through open, standards-based interfaces.

Vendor shall provide all services necessary to deliver a complete operational solution, including:

System implementation Project management Configuration Integration services User acceptance testing Training Documentation Technical support Software updates Ongoing maintenance

The solution should minimize operational disruption during implementation. Due to the nature of emergency communications, the vendor should have regional partners local to Madison County that can be on-site and provide services 24/7.

Solution must:

Be purpose-built for public safety communications operations Support emergency communications workflows Demonstrate active deployments in PSAP / ECC / dispatch environments Be designed specifically for mission-critical operational use Preference will be given to vendors with demonstrated public safety specialization.

UNIFIED PLATFORM ARCHITECTURE

County seeks a unified platform rather than a collection of loosely integrated tools.

Solution shall provide the following within a single ecosystem:

Quality assurance Al transcription Search / incident reconstruction Analytics Reporting Redaction Workforce performance visibility Wellness monitoring or equivalent workforce insights Training / coaching workflows

Solutions requiring multiple standalone systems for core functionality may be scored lower.

COMMUNICATIONS COVERAGE

Solution must support:

9-1-1 telephony Administrative call lines Radio communications Multi-channel communication environments

Preference for solutions capable of unified analysis across communication types.

Al TRANSCRIPTION

Solution shall provide Al-powered transcription capabilities including:

Post call and real-time transcription Historical transcription access Searchable transcript archives Public safety terminology recognition Export capability Coverage should include telephony and, where supported, radio communications.

Al-POWERED SEARCH / INCIDENT RECONSTRUCTION

Solution must provide advanced search capabilities including natural language search across all communications, keyword and phrase search, date/time filtering, incident-based grouping, and the ability to reconstruct full incident timelines from multiple communication sources.

Capabilities should include:

Search by keywords Search by phrase Search by time/date Search by metadata Search by incident attributes Search across transcripts Search across audio archives Cross-channel search where supported

Examples:

"Find all incidents involving CPR" "Locate calls referencing a red pickup truck" "Show all communications radio and telephony mentioning an overdose"

Automated Quality Assurance

Solution shall provide scalable automated quality assurance capabilities purpose-built for public safety communications operations.

Capabilities must include:

evaluation of up to 100% of eligible interactions Configurable Quality scorecards and evaluation forms Ability to automate quality amongst simulations and training, not only live calls Identification of coaching opportunities based upon custom analytics and KPIs Identification of positive performance and recognition opportunities based upon custom analytics and KPIs trend reporting and performance analytics escalation workflows for policy-sensitive or operationally significant interactions

Solution shall support configurable automated workflow automation that enables agencies to identify, evaluate and route specific communication types, events or operational scenarios for review based on agency-defined criteria.

Manual random sampling-only QA solutions are insufficient.

AI-Assisted Redaction

Solution shall provide public records workflow capabilities designed to reduce administrative burden associated with disclosure, legal review, investigative requests and records fulfillment.

Capabilities must include:

AI-assisted identification of sensitive content Audio redaction Transcript redaction where applicable Rapid search and retrieval of responsive records Export workflows for disclosure or review

Capabilities should support records associated with:

9-1-1 telephony administrative calls radio communications related operational communications

Al-assisted workflows should support identification of potentially sensitive information including:

telephone numbers dates of birth medical information personally identifiable information protected personal data (such as Social Security Numbers) sensitive operational content

Preference will be given to solutions that provide public records workflow functionality within the primary operational platform rather than requiring separate external systems.

County seeks solutions that materially reduce manual administrative effort and improve response efficiently for records requests and disclosure workflows.

Workforce Wellness/ Stress Insights

County recognizes workforce wellbeing as a critical operational concern directly impacting retention, performance, absenteeism, morale and organizational resilience.

The proposed solution should support proactive workforce well-being awareness rather than relying solely on self-reporting, supervisor observation or post-incident intervention.

Capabilities should include:

automated identification of potentially elevated stress interactions operational trend visibility over time dashboards or reporting supporting authorized leadership awareness individual, team, and organizational trend visibility (where permission-appropriate) support for early intervention workflows configurable follow-up workflows aligned with agency policy

Capabilities should support objective operational insight using communication content analysis or equivalent automated indicators rather than relying exclusively on manual identification.

Training/Simulation/Coaching Support

The County seeks workforce development tools that improve training consistency, coaching, effectiveness and preparedness for public safety communications personnel.

The solution should support realistic training and simulation workflows, including:

scenario-based training instructor-led coaching mock interaction review performance evaluation workflows post-training feedback and improvement racking

Training capabilities should support creating simulations from:

archived historical operational communications where agency policy permits instructor-created scenarios synthetic or agency-defined training scenarios

Preference will be given to solutions capable of incorporating realistic communication workflows, within the original framework of the solution and without third party applications.

Training workflows should support secure browser-based access where applicable for distributed instruction, remote training, coaching or candidate evaluation.

VENDOR CAPABILITIES

Given the importance of the Emergency Communicat ions / E-911 center functions to Madison County respondents must provide documentation of the following:

A. Call recorders must represent a tangible percentage of respondents annual business- at least 30%. Please provide documentat ion.

B. The successful vendor must have at least three service technicians within a 3-hour travel t ime of the 911 center which is located in Wampsvil le. Must provide a l ist of technician's names and locat ions.

C. Successful vendor wil l be responsib le for the deployment and tra ining of al l hardware and software in this proposal. No sub-contractors are al lowed.

Must provide a l ist of trainer’s names and last f ive train ing projects-including customer names and train ing dates.

D. The successful vendor must have installed at least 5 recording systems of equal size and complexity in the State of New York in 2025. Please provide customer contact details, date of installat ion, and size of system deployed.

E. Describe your methodology for identifying and addressing issues with the recorder including wellness monitor ing, alert ing, secure access, and servic ing of the recorder.

F. Describe your system upgrade methodologies and cadence.

G. The vendor must have at least f ive factory-tra ined technicians on staff for the proposed system. Please provide a l ist of technicians and copies of their dated cert i f icates.

H. The successful vendor must provide proof of the complet ion of the mandated manufacturer t ra in ing program for the products offered.

I . Vendor must provide a l is t of employees who are qual i f ied on custom repor t bui ld ing and dashboard creat ion. Please provide at least three examples of the ir f in ished work product with references.

J. Provide a l ist of similar deployments you have instal led within the last 18 months. Please provide customer contact detai ls, date of instal lat ion, and size of system deployed.

K. Provide a l ist of awards and Industry recognit ion your organizat ion has received from the proposed systems manufacturers in the last several years.

All equipment must be on premises and not cloud-based.

This bid is for recording system and the installation The pricing is to include any training needed to operate the system Monitoring, Preventative Maintenance, Audio Visual Service

SITE VISIT TO BOTH LOCATIONS IS HIGHLY RECOMMENDED

The bidder must provide a detailed list showing the items needed for the installation of a new recording system and must include the installation fee.