RFP final for posting.pdf

COMMISSIONERS:

ERIC KAMLER

CHRISTIAN MIRCH

TIM SCHRAM

KEVIN STOCKER

DAN WATERMEIER

Public Service Commission

300 The Atrium, 1200 N Street

Lincoln, Nebraska 68509

PUBLIC SERVICE COMMISSION

REQUEST FOR PROPOSALS

FOR NEBRASKA

STATEWIDE NG911

DATA ANALYTICS AND REPORTING SYSTEM

Executive Summary

The following is a summary of this Request for Proposal (RFP), the bidding process, and the contractual process.

Services to be Provided

The Nebraska Public Service Commission (“NPSC” or “Commission”) is issuing this solicitation for the purpose of selecting a qualified bidder or bidders to contract for NG9-1-1 Data analytics and reporting system.

Length of Contract

The term of the contract will be (5) five years commencing upon the date of the last signature. The contract includes the option to renew for (2) two additional (1) one-year periods upon mutual agreement of the Parties. The Commission reserves the right to extend the period of this contract beyond the termination date when mutually agreeable.

Key information about this RFP

Proposals under this RFP are due August 8, 2025 at 5:00pm

• This RFP process will have written questions and answers (Q&A). Please see the Schedule of Events for the specific time period of the Q&A.

• This Request for Proposal process may include an optional Solicitation Conference. Please see the Schedule of Events for the specific date and time.

• All information provided by the Commission about this solicitation will be posted publicly to the DAS website:

https://das.nebraska.gov/materiel/bidopps.html.

Bidders must meet the minimum qualifications provided in Minimum Essential Qualifications section contained in the Proposal Instructions.

• All responses received regarding this solicitation may also be posted to the DAS website. In submitting, any vendor must request that proprietary information be excluded from the posting. The bidder must identify the proprietary information, mark the proprietary information according to state law, and submit the proprietary information in a separate file or section conspicuously named as "PROPRIETARY INFORMATION.” For more information on this, please see Proposal Instructions, below.

Overview of Request for Proposal Process

The Commission has established its own Request for Proposal process. This process is similar to the process conducted by the Department of Administrative Services (DAS) pursuant to the State Procurement Act, Neb. Rev. Stat. §§ 73-801 et seq., and those agencies that are subject to the State Procurement Act. While the Commission is not subject to the State Procurement Act for the purposes of services, it has chosen to issue a formal competitive solicitation and therefore will be following its own established procedure (contained in this RFP). DAS is not responsible for this RFP and should not be a point of contact for any questions.

The RFP is made of four main parts: the Project Requirements and Scope of Work, Procurement Procedure, Proposal Instructions, and a Glossary.

1. The Project Requirements and Scope of Work describe the services and deliverables to be completed by a contractor;

2. The Procurement Procedure describes how this RFP will be conducted;

3. The Proposal Instructions describes what must or should be contained in the proposals from vendors; and

4. A Glossary has also been included to define the terms used throughout.

Overview of Contracting Process

After an Intent to Award is issued, the Commission will work with the winning bidder to formulate a final Scope of Work, based on the Project Requirements and Scope of Work in the RFP and the bidder’s response. The Procurement Procedure and Proposal Instructions will not be included in any final contract.

This final Scope of Work will harmonize any differences between the Project Requirements and Scope of Work and the bidder’s proposal, although it may not expand upon the scope of the Project Requirements and Scope of Work nor https://das.nebraska.gov/materiel/bidopps.html provide the winning bidder with any chance to modify their proposal nor costs to achieve any kind of competitive advantage over other bidders. The harmonization process will only streamline the glossary, scope of work, cost proposal, and deliverables to ensure the Commission has clearly defined costs, contractual obligations, and deliverables.

Project Requirements and Scope of Work

Bidders should review these Project Requirements and Scope of Work and other sections below. Bidders should provide a response to this section consistent with the Proposal Instructions, below. This document, along with bidder’s response, will be incorporated into the resulting contract from this RFP as described in the Procurement Procedure, below.

A. PROJECT OVERVIEW AND BACKGROUND INFORMATION

Purpose

This Request for Proposal (RFP) solicits proposals from qualified vendors for the provision of a Next Generation 9-1-1 (NG9-1-1) reporting system. The reporting system will provide comprehensive insights into NG9-1-1 operations, 9-1-1 call delivery platform, perform logging of all calls to the 9-1-1 system including Text. The system is a crucial component for the PSAPs and the State to assess optimal performance, interoperability, security, compliance, and adherence to specific reporting needs.

Detailed technical requirements, NENA specifications, and State of Nebraska guidelines outlined below are designed to provide a clear and thorough understanding of our expectations.

Background

The State of Nebraska Public Service Commission is committed to advancing emergency response capabilities through the full adoption of NG9-1-1 technology. A feature based standardized reporting system is critical for real-time monitoring, proactive management, ongoing improvement of our NG9-1-1 infrastructure, and seamless data accessibility across the enterprise.

B. SCOPE OF WORK

• Acquire an NG9-1-1 reporting system that fully complies with all applicable NENA standards.

• Establish enterprise-wide reporting and data collection capabilities agnostic to provider, system, or technology.

• Ensure seamless interoperability with existing and future 9-1-1 systems and related emergency response platforms through standards-based interfaces.

• Improve service quality and operational efficiency by leveraging data-driven insights and advanced analytics.

• Implement robust, multi-layered security measures to protect sensitive data and prevent unauthorized access.

• Facilitate ongoing compliance with evolving regulatory requirements and industry best practices through flexible and adaptable reporting capabilities.

C. WORK PLAN AND PROJECT PLANNING

The selected vendor must submit a comprehensive work plan that outlines all major phases of the project, including initiation, requirements gathering, system design, implementation, transition planning, testing, training, and post-deployment support. The plan should clearly identify key milestones, deliverables, and responsible parties, along with estimated timelines for each phase. Project planning must also demonstrate a structured approach to risk management, stakeholder engagement, and quality assurance. A detailed Gantt chart or equivalent project timeline is strongly encouraged to illustrate sequencing and resource allocation throughout the duration of the Contract term.

D. DELIVERABLES

The proposed NG9-1-1 reporting system must deliver capabilities across the following areas. Each area includes detailed technical specifications, specific references to relevant NENA standards, and PSC-specific mandates.

Architectural Compliance:

• Adherence to NENA's architectural standards for NG9-1-1.

• Full support for the NENA i3 architecture, including the Emergency Services IP Network (ESInet) and IP-based call routing.

Data Integrity:

• Accurate and complete data transmission and reception.

• Validation of data against predefined schemas and data dictionaries as specified in the NENA data standards.

• Comprehensive logging of all data transactions, including timestamps, user IDs, and data changes, for auditing and troubleshooting.

• Support for configurable data validation rules to ensure completeness and accuracy, with customizable error handling procedures.

Security Measures:

• Implementation of robust security measures, including firewalls, intrusion detection systems, and data encryption.

• End-to-end encryption of all data in transit using TLS 1.3 or higher.

• Encryption of all data at rest using AES-256 or higher encryption standards.

• Multi-factor authentication (MFA) for all user access.

• Regular security audits and penetration testing conducted by certified third-party firms, with remediation of identified vulnerabilities.

• Compliance with industry security standards such as NIST 800-53 and ISO 27001, including implementation of relevant security controls.

• Intrusion Detection and Prevention Systems (IDPS) with real-time monitoring and automated response capabilities, adhering to industry best practices.

Interconnection Reporting:

• Demonstration of interoperability with other 911 systems and related platforms.

• Real-time monitoring of interconnection status, including uptime, latency, and error rates, with automated alerts for critical issues.

• Detailed reporting on call routing and handover success rates, providing insights into interconnection performance.

• Comprehensive logging of all interconnection events, including call setup, teardown, and error messages, for troubleshooting and analysis.

Operational Performance:

• Monitoring of call volume, call handling times, and response times.

• Real-time monitoring of call metrics, including call setup time, call duration, call termination reason, and call quality metrics (e.g., MOS score).

• Historical reporting and trend analysis capabilities, allowing users to identify patterns and track performance over time.

• Customizable dashboards for visualizing operational performance, with drill-down capabilities to investigate specific issues.

• Automated reporting on key performance indicators (KPIs).

Data Reporting:

• Comprehensive reporting on emergency calls, including caller location, emergency type, and response times.

• Support for standard data formats such as XML and JSON for data exchange and integration.

• Generation of ad-hoc reports and custom queries allowing users to retrieve specific data sets.

• Data export capabilities in various formats, including CSV, Excel, PDF, and JSON, for easy sharing and analysis.

Real-time Data and Analytics:

• Provision of real-time data and analytics on emergency calls.

• Integration with data visualization tools for interactive dashboards and data exploration.

• Predictive analytics capabilities for forecasting call volume, resource allocation, and potential emergency situations, leveraging machine learning algorithms.

Network Performance:

• Monitoring of network latency, packet loss, and jitter.

• Real-time monitoring of network performance metrics, including latency, packet loss, jitter, and bandwidth utilization, with customizable thresholds and alerts.

• Automated alerting on network performance degradation, enabling proactive troubleshooting and issue resolution.

• Historical reporting and trend analysis of network performance allowing users to identify patterns and optimize network configuration.

• Expected uptime equal to 99.9% or greater annually.

Service Quality:

• Measurement of call completion rates and call handling times.

• Automated analysis of call logs providing insights into potential issues.

• Reporting on service quality metrics such as call delivery type, call success rate, and network performance, with drill-down capabilities to investigate specific issues.

• Management of statewide reporting system.

Deliverable Flexibility:

• Deliverables may be pre-defined or proposed by vendors but must align with the RFP’s cost and structure.

• Deliverables are subject to the Deliverable Approval Process, contained in the terms and conditions.

E. TECHNICAL REQUIREMENTS

1.0 Overview

A Reporting system will be provided by the Provider to measure performance of the entire NG9-1-1 system and report the results. The proposed NG9-1-1 reporting system must deliver capabilities across the following areas. Each area includes detailed technical specifications, specific references to relevant NENA standards, and PSC-specific mandates.

For each section and requirement listed below, the proposer/respondent must:

• Indicate “Comply” or “Exception.”

• Provide a detailed narrative or description of how the requirement will be fulfilled, even if the response is a “Comply.”

• If an exception is taken, provide a clear and detailed alternative solution for consideration.

Failure to respond clearly and thoroughly to each section may result in disqualification from consideration.

1.1 Architectural Compliance:

The system must fully comply with NENA i3 architecture, including integration with Emergency Services IP Networks (ESInet) and IP-based call routing. Vendors must validate adherence to NENA-STA-010.3 standards for logging, data collection, and discrepancy reporting.

• Adherence to NENA's architectural standards for NG9-1-1.

• Full support for the NENA i3 architecture, including the Emergency Services IP Network (ESInet) and IP-based call routing.

1.2 Data Integrity & Security:

The proposed system must include robust, automated data validation mechanisms that enforce adherence to NENA defined schemas and data dictionaries. All incoming and outgoing data must be subject to automated integrity checks, with configurable validation rules to support agency-specific business logic and error-handling procedures. The system must log all transactions, including timestamps, user IDs, and data changes, to provide a complete audit trail for compliance, traceability, and troubleshooting. Vendors must demonstrate how their solution ensures the accuracy, consistency, and completeness of all data processed throughout the NG9-1-1 ecosystem.

To protect the confidentiality, integrity, and availability of data, the system must incorporate enterprise-grade security controls. All data in transit must be encrypted using TLS 1.3 or higher, and all data at rest must be encrypted using AES- 256 or stronger encryption standards. Multi-factor authentication (MFA) must be enforced for all user access, with integration into existing identity management systems where applicable. Vendors must conduct and submit evidence of certified third-party security audits on at least a biannual basis. The system must comply with all relevant NIST 800-53 and ISO 27001 security and privacy controls and include real-time intrusion detection and prevention systems (IDPS) to monitor and respond to emerging threats. Security must be embedded across the system lifecycle, with administrative, physical, and technical safeguards in place to meet the demands of a critical public safety infrastructure.

1.3 Interconnection & Performance:

The system must demonstrate interoperability with legacy and NG9-1-1 systems, providing real-time monitoring of uptime, latency, error rates, and call routing success. Operational performance metrics (call volume, handling times, response times) must be tracked via customizable dashboards with drill-down capabilities. Network performance (latency, packet loss, jitter) must be monitored with automated alerts for degradation.

• Reliability: The system must be highly reliable and available, with redundant components and automatic failover capabilities. Provide details on the system's high availability architecture and disaster recovery plan.

• Performance: The system must provide real-time data processing and reporting with minimal latency. Provide performance benchmarks and testing results.

1.4 Reporting & Analytics:

Vendors must provide a comprehensive reporting and analytics suite that enables the generation of both standard and custom reports. The system must support multiple output formats, including tabular reports, interactive charts (line, bar, pie), and geospatial visualizations such as heatmaps and choropleth maps. Interactive dashboards must be included, offering customizable layouts and widgets to support data exploration and situational awareness. Advanced analytics functionality—such as regression analysis, time series modeling, and predictive analytics using machine learning—is required to support trend forecasting and operational planning. The system must allow search and retrieval of historical call data (e.g., by phone number), support staffing justifications, and provide mapping tools to track call clusters during events such as severe weather incidents.

• Data Formats: Support XML, JSON, CSV, Excel, PDF, and NENA-STA-010.3 Discrepancy Report formats.

• Real-Time Analytics: Integrate predictive analytics and machine learning for forecasting call volumes and resource allocation.

• Dashboards: Provide role-based web dashboards with SSO (SAML/OAuth), real-time system health views, and tools for incident tracking (heatmaps, peak demand analysis).

1.5 Data Collection & Integration

The system must automate data collection from NG9-1-1 components, including PSAP Call Processing Equipment (CPE), and support transformation/enrichment for analysis. Integration with CAD systems and third-party APIs is required, alongside buffering for legacy Call Detail Records (CDRs) to prevent data loss.

The proposed system must support the automated collection of data from all core NG9-1-1 components, ensuring continuous ingestion of real-time call and operational information. The solution must provide capabilities for logging detailed call metadata as calls occur, with precision time-stamping. Data transformation and enrichment tools must be included to enable users to clean, normalize, and augment raw data, thereby improving the quality and usability of information for downstream analysis. Vendors should demonstrate how their solution ensures data completeness, supports both structured and unstructured inputs, and facilitates seamless integration with analytics and reporting workflows.

1.6 Alerting & Access Control

The solution must deliver robust, real-time alerting functionality to detect critical events and performance degradation.

Users must be able to define custom alert rules based on thresholds, conditional logic, and system behavior, with support for multiple notification channels including email, SMS, webhooks, and integration with incident management platforms. The system must include escalation workflows to ensure timely responses to high-priority alerts. Additionally, it should provide automated alerts for service outages and data anomalies, and daily operational summaries related to staffing and performance accountability. Vendors must describe how their platform supports continuous monitoring and provides actionable insights through configurable alert systems.

The proposed system must implement strong security and access control features to safeguard sensitive public safety data. Access permissions must be granular, allowing fine-tuned control over data visibility and functionality based on user roles. The system must log all user activities to support auditability and compliance monitoring. Additionally, high system availability is essential; vendors must outline SLAs for uptime and support response, with clear accountability mechanisms. Simplified account management and scalable permission models must be supported to accommodate organizational growth and evolving user roles.

• Alerts: Configure real-time notifications via email, SMS, or webhooks for outages, data anomalies, and performance thresholds. Escalation protocols must ensure timely resolution.

• Access: The system must be able to allow PSAPs to access their own data. PSAPs shall not be able to access another PSAPs data unless approved by the PSC. The PSC shall have access to all of the PSAPs data. Provide detailed information on the system's access specifications. Enforce granular role-based access controls (RBAC) aligned with PSC hierarchy (statewide, PSAP-level, administrator roles). Retain local data ownership while granting PSC full access.

• Security: The vendor must have a strong security track record and comply with industry best practices for data protection. Provide details on the vendor's security policies and certifications.

1.7 Integration and Interoperability

The system must be designed for seamless interoperability with existing 9-1-1 infrastructure, including databases, CPE, and CAD systems. It must support standard communication protocols and data formats, and provide well-documented APIs for integration with third-party platforms and applications. Compatibility with the current technology environment is critical to minimize disruptions during deployment. The vendor must offer training to ensure end users can fully utilize reporting tools and system capabilities. The system must support web-based access to avoid local software installations and offer intuitive tools for exporting raw data (e.g., Excel or web interfaces) to support local analysis. Dashboards must be tailored for PSAP-level use, including heatmaps, peak demand analysis, and administrative briefing tools. Future system enhancements, such as multimedia reporting and integration, should be supported. Local data ownership must be retained while enabling flexible access at the state or PSC level.

Role-based access controls (RBAC) to reporting must allow the Public Safety Communications (PSC) agency to access reports at the statewide level, while providing granular access options for PSAP-specific users. This includes differentiated access for administrators, supervisors, and users with restricted visibility based on their roles. Dashboards must be web-based, role-aware, and customizable to reflect user-specific views, incorporating “drill-down” capabilities to explore summary data at a more granular level.

• Scalability: The system must be able to handle adding PSAPs and users without creating customization and increasing call volumes and data loads without performance degradation. Provide detailed information on the system's scalability architecture and testing results.

• Maintainability: The system must be easy to maintain and update, with automated monitoring and alerting capabilities. Provide details on the system's maintenance and support procedures.

2.0 System Reporting & Data Collection Requirements

The proposed solution must provide robust, enterprise-wide reporting and data collection capabilities across all aspects of the NG911 system. It must integrate seamlessly with the full range of NG9-1-1 infrastructure components—including

Emergency Services IP Networks (ESInets), call routing systems, databases, and ancillary services—ensuring comprehensive data coverage. The system must be capable of collecting data from disparate sources using standard protocols and formats, with a platform-agnostic architecture that supports interoperability across providers, systems, and technologies. Use of open standards and APIs is required to ensure compatibility with any vendor’s equipment and to facilitate adaptability to emerging technologies and data formats.

A hierarchical data model is required, enabling aggregation and analysis at the state level while preserving detailed visibility for individual PSAPs. The NG9-1-1 logging and reporting system must be fully compliant with NENA-STA-010.3 i3 logging standards, ensuring all functional elements generate appropriate LogEvents and transmit them to the centralized Logging Service. Additionally, the system must support query and retrieval mechanisms as outlined in NENA- STA-010.3 to facilitate efficient access to logging data.

The reporting system must allow for the automated scheduling of reports and ad hoc report generation, with delivery options via email in a format (PDF, CSV, Excel) specified by the recipient. This functionality must include the ability to deliver reports to multiple recipients and to configure delivery timing and content. Legacy reporting needs must also be addressed: the system must preserve existing report formats for legacy Originating Service Providers (OSPs) and legacy PSAPs, while also generating reports in accordance with the NENA-STA-010.3 Discrepancy Report mechanisms for NG911-compliant PSAPs and i3 OSPs. The system should intelligently select the appropriate report format based on the recipient’s system type to ensure consistent and actionable reporting across all stakeholders.

2.1 Enterprise-Wide Reporting, Logging, and Data Collection Requirements

The proposed NG9-1-1 system must include a comprehensive, enterprise-wide reporting and data collection capability that captures operational, configuration, and maintenance data from all components of the NG9-1-1 infrastructure. This capability must be agnostic to provider, system, or technology, enabling seamless integration and reporting across both legacy and next-generation components. The system must support collection and analysis of data at both the statewide (enterprise-wide) level and the local PSAP level, with logging and reporting functionality that documents the end-to-end processing of 9-1-1 calls throughout the State of Nebraska.

A NENA-compliant Logging Service must be implemented in full accordance with the NENA-STA-010.3 standard. This service must support the generation and ingestion of all defined LogEvents—including those related to media—and must be compatible with all Functional Elements deployed under the contract. All system components must be capable of generating and transmitting LogEvents to the centralized Logging Service. The service must be scalable and configurable to provide logging capabilities to any PSAP electing to use it, provided the PSAP supports i3 logging service interfaces.

The Logging Service must support robust mechanisms for query, retrieval, and replication of log events, as described in NENA-STA-010.3. It must also support the subscription and notification functionality for both ElementState and ServiceState events, enabling the Public Service Commission (PSC) to subscribe to system state changes and receive standard notifications in real time.

The logging and data collection capabilities must further comply with the i3 Functional Element data requirements outlined in NENA-STA-010.2 and NENA-STA-010.3. The system must capture and report on the following categories of data:

• Functional Element Transactions: Including ESInet-to-PSAP call delivery transactions, SIP conference metrics, PSAP routing duration, and concurrent call volumes.

• Border Control Function (BCF) and Emergency Services Routing Proxy (ESRP): Including session reporting, queue state data, and related session performance metrics.

• Emergency Call Routing Function (ECRF) and Location Validation Function (LVF): Including session and location validation reporting metrics.

• Legacy Network Gateway (LNG): Including session-level data collection and reporting.

All data collected must be structured, time-stamped, and stored in a secure, queryable format. The proposed system must provide scalable support for long-term retention, rapid retrieval, and the ability to generate detailed reports supporting both operational monitoring and regulatory compliance. Vendors must demonstrate their ability to implement these capabilities in alignment with NENA specifications and the operational needs of both statewide and PSAP-level stakeholders.

2.2 System Specific Requirements

The NG9-1-1 system must include administrative access for PSC staff or designated personnel to enable real-time monitoring of system activity. The reporting and data collection solution must provide both scheduled and on-demand report generation capabilities. Reports must be deliverable via email to one or more designated recipients and in a format selected by the recipient (e.g., PDF, Excel).

The system must support the following access configurations:

• Granting authorized users access to statewide reporting data.

• Restricting access for authorized users to data from specific PSAPs only.

• Enabling PSAP administrators and supervisors with different access levels to reporting tools and information.

• Implementing role-based access controls to limit data visibility and functionality to designated users only.

• Enabling PSC staff to save and export data or reports to physical media including CD, DVD, or USB drives.

2.3 System shall Identify or Differentiate Test Calls from Normal System Usage

The proposed system must have a built-in capability to distinguish test calls from standard operational calls. This differentiation should be automated, enabling system administrators to identify test calls, transfer test calls, and other testing of the system from actual call traffic. The test call differentiation should include the ability to separate transferred calls to avoid double counting of calls when they are transferred. This feature is critical for maintaining data integrity in reporting and performance monitoring, as test calls and transfers must be excluded from KPIs such as average handling time, abandonment rate, or data to establish staffing requirements. The system should provide a filter or flag within its reporting tools to isolate or exclude test call data from operational analytics.

2.4 System shall have the ability to obtain and Maintain 24-Month Historical Data from Current System Upon Go-Live

Upon go-live, the new system must support the import, storage, and access of at least 24 months of historical data from the incumbent system. This includes but is not limited to call detail records (CDRs), agent activity logs, call recordings, and reporting metrics. The transition plan should outline how this data will be migrated, normalized, and made available within the new platform’s analytics or reporting modules. Maintaining historical data continuity is essential for year-over-year performance comparisons, regulatory compliance, and long-term trend analysis.

3.0 Data Capture Requirements

The reporting and data collection system must interface with the hosted Call Handling Equipment (CHE) solution and meet the following data capture requirements:

• Electronically capture and buffer legacy Call Detail Records (CDRs) per PSAP.

• Securely capture call, text, and operational data using a reliable and fault-tolerant capture method.

• Support secure batching of CDR payloads through an integrated buffering device that timestamps, encrypts, and transmits CDR data.

• Provide reporting at both the individual PSAP and statewide levels.

• Enable seamless reporting of 9-1-1 call statistics to both PSAPs and the PSC.

• Export reports in multiple formats including PDF, HTML, CSV, TXT, and Excel.

• Facilitate performance analysis of the NG9-1-1 system and services.

• Offer a color-coded map visualization of statewide PSAP system health, accessible to authorized stakeholders.

4.0 Ad-Hoc Reporting System

The reporting platform must support a robust ad-hoc reporting capability. The interface must be intuitive and include:

• Drop-down lists, checkboxes, print preview, and page selection tools.

• Help functions that explain the content and significance of data fields.

• Filter or query tools enabling the PSC to manage PSAP reports comprehensively.

Users must be able to create, save, and share ad-hoc reports with other authorized users in the system.

5.0 System Dashboard

The system must include a web-based dashboard tailored by user role. The dashboard must display summarized data with drill-down capabilities for detailed views. This provides an at-a-glance overview of operational metrics and trends across the system.

6.0 Operational Reporting

At a minimum, the following data elements will be readily available for reporting purposes at the system level and at the PSC/PSAP level:

• Call Type

• Payload Processing Times

• Answer Time (Agent Answer time, PSAP Answer Time, Caller Answer Time)

• Disconnect Time

• Incoming IP Address

• Pre-Defined Reports – restricted to PSAP(s) based on user role.

• Total Count of Payloads by Type

• Average Event Waiting Report

• Average Event Duration

• Total Abandoned Events

• Events by Incoming IP Address

• Events by Hour of Day

• Events Answered by User ID

• Events by Day of the Week

• Events Transferred from PSAP

• Event Transferred to PSAP

• Position Answered

• Events Answered by Position

• Events Answered by All Positions

• Agent Availability Report

• Call Volumes

• Individual Call Detail Information

• Collection of Calls

• Summary of Call Loads

• Caller Ring time

• Events by Month

• All legs of call

• Overflows

• Transfer origin

• Transfer destination

• County field

• Rapid SOS populated fields (Lat/Lon)

• Uninitialized events

7.0 Maintenance and Configuration Reports

The system must provide maintenance and configuration reports following any incident requiring corrective or preventative action. Each report must include:

• Event description

• Root cause analysis (if applicable)

• Resolution details and steps taken

These reports must be delivered to the PSC in a timely and secure manner.

8.0 Required Reports

The Provider is required to provide all reports identified in in this section. Required Operational and Management Reports following acceptance of the first End Point at the frequency identified in that section. The reports will include identification of out of tolerance performance indicators in an agreed upon, easy to recognize manner (Green, Yellow, Red).

8.1 Frequency

The PSC requires the Provider to deliver periodic reports on key operational statistics and parameters for the ESInet, the NG9-1-1 services, and maintenance and security related activities.

Unless otherwise specified or agreed to, monthly or longer reporting periods end on the last day of the month. Monthly or longer reports are due by the 15th day of the month following the reporting period. Weekly reports will be provided by Tuesday of each week. The PSC prefers a system whereby reporting requirements may be satisfied by providing the PSC access to a portal where canned and ad hoc queries can be made by PSC staff.

Frequency Requirements:

• Monthly or longer reports: Due by the 15th of the following month.

• Weekly reports: Due by each Tuesday.

• Reports may be delivered via secure portal access to allow for both canned and ad-hoc queries by PSC staff.

8.2 Purpose

• Usage analysis of ESInet and NG9-1-1 services for strategic and administrative planning.

• Early detection of system issues such as bandwidth bottlenecks, data errors, and location resolution failures.

• Ongoing compliance verification with SLA-defined performance levels.

8.3 General Operational Reports:

• Summary of operational status, major events, and notable trends.

• Listing and root cause analysis of all Critical and Major incidents.

• Logging of Minor incidents with available RCA upon PSC request.

• Trouble ticket metrics: open count, average response and resolution times, ticket aging, and open ticket carryover.

• Immediate reporting of significant security threats.

• Summary of observed security issues, login statistics, and denied traffic attempts.

• Configuration change logs and outcomes.

8.4 NG9-1-1 Service Performance Reports:

• Call delivery uptime metrics.

• Uptime/downtime logs by service component.

• Total emergency call volume with source breakdown (wireline, VoIP, wireless).

• Call success/failure and routing accuracy statistics.

• Call abandonment metrics and wait times.

• Voice quality complaints and resolution summaries.

• Location-related database errors from ECRF/LVF.

• Complete call defect breakdown and call processing success rates.

8.5 ESInet Performance Reports:

• Bandwidth utilization and thresholds exceeded.

• Hourly latency, jitter, and packet loss data.

• Top 5 worst-case hours per parameter.

• SLA deviations, listed by date, time, and network element.

8.6 Core Network Performance Reports:

• Availability and bandwidth utilization by POI.

• Unscheduled downtime with root cause and duration.

• Periods exceeding SLA thresholds.

8.7 Access Network Performance Reports:

• Availability and unscheduled downtime by end site.

• Bandwidth and errored packet statistics.

• Hourly analysis per site.

8.8 End Site Performance Reports:

• Site availability (≥50% of operator stations).

• Site-specific unscheduled downtime and incident logs.

• Call success rates and open issue tracking.

8.9 Other Reports:

• Weekly routing failure reports if not otherwise provided.

• Weekly ECRF summary statistics, including failed geolocation processes.

• Daily ALI and MSAG updates are archived and submitted to the PSC.

• Weekly full MSAG dataset delivery.

• Support for annual carrier audit of NG9-1-1 records.

F. BUSINESS REQUIREMENTS

• 3+ years in business with history in similar/related business/services

• Deployment of statewide reporting system in at least 2 states

• Minimum 3 references relating to business operations regarding reporting systems and services

G. LEGAL REQUIREMENTS

Terms and Conditions applicable to this RFP are attached and included as Attachment A.

Procurement Procedure

A. GENERAL INFORMATION

This solicitation is designed to solicit responses from qualified bidders who will be responsible for providing the service described in this RFP at a competitive and reasonable cost. This Procurement Procedure describes how the solicitation will be conducted through bidding and contract award.

The Commission reserves the right to reject a bidder’s solicitation response, withdraw an Intent to Award, or terminate a contract if the Commission determines there has been a violation of this Procurement Procedure.

B. PROCURING OFFICE AND COMMUNICATION WITH STATE STAFF AND EVALUATORS

Procurement responsibilities related to this solicitation reside with the Commission. Please note, again, that the Department of Administrative Services is not a contact for anything related to this solicitation. The point of contact (POC) for the procurement is as follows:

RFP Number: RFP 202591102 Name: Dave Sankey Agency: Nebraska Public Service Commission Address: 1200 N Street, Suite 300 Lincoln, NE 68508 Telephone: 402-471-3101 E-Mail: dave.sankey@nebraska.gov

From the date the solicitation is issued until the Intent to Award is issued, communication from the bidder about or concerning this RFP is limited to the POC listed above. Furthermore, Bidders shall not have any communication with or attempt to communicate or influence any evaluator involved in this solicitation.

After the Intent to Award is issued, the bidder may communicate with individuals the Commission has designated as responsible for negotiating the contract on behalf of the Commission, or pursuant to any protest process. No Commissioner, member of the State Government, employee of the State, or member of the Evaluation Committee is empowered to make binding statements regarding this solicitation. The POC will issue any answers, clarifications, or amendments regarding this solicitation in writing.

The following exceptions to these restrictions are permitted:

1. Contact required by the schedule of events or an event scheduled later by the POC; and

2. Contact required for negotiation and execution of the final contract.

C. SCHEDULE OF EVENTS

The Commission expects to adhere to the procurement schedule shown below, but all dates are approximate and subject to change.

Schedule of Events

ACTIVITY DATE/TIME

1. Release solicitation July 17, 2025

2.

Last day to submit “Intent to Attend Solicitation Conference”

ShareFile link for uploading Notification of Intent to Attend Solicitation Conference: Intent to Attend Solicitation Conference

July 22, 2025

3.

Optional Solicitation Conference –Location:

Webex Link to be provided to those who submitted “intent to Attend Solicitation Conference

July 28, 2025, 2:00 pm mailto:dave.sankey@nebraska.gov https://nebraska.sharefile.com/r-r2ba47309a1e04ab7a2bcf5831df6727c

Schedule of Events

ACTIVITY DATE/TIME

4.

Last day to submit written questions.

ShareFile link for uploading questions: Submit Written Questions

July 29, 2025

5.

State responds to written questions through solicitation “Addendum” to be posted to the Internet at: http://das.nebraska.gov/materiel/bidopps.html August 4, 2025

6. Electronic Solicitations Due August 8, 2025 at 5:00 pm

7.

Electronic Solicitation Opening – Public Service Commission Hearing Room

IT IS THE BIDDER’S RESPONSIBILTY TO UPLOAD ELECTRONIC FILES BY

OPENING DATE AND TIME. EXCEPTIONS WILL NOT BE MADE FOR

TECHNOLOGY ISSUES.

ShareFile Electronic Solicitation Submission Link: Electronic Solicitation Submissions

August 11, 2025

3:00 PM

Central Time

8. Review for conformance to solicitation requirements August 11, 2025

9. Evaluation period August 11-22, 2025

10. “Vendor Demonstrations” (f necessary) September 4, 2025

11.

Post “Notification of Intent to Award” to Internet at:

https://das.nebraska.gov/materiel/bidopps.html September 9, 2025

12. Contract finalization period September 9-26, 2025

13. Contract award October 7, 2025

14. Vendor start date October 13, 2025 https://nebraska.sharefile.com/r-r309feb9ea91847bc96808a3215ca4fcd http://das.nebraska.gov/materiel/bidopps.html https://nebraska.sharefile.com/r-r811bfc9c71bc43e6a3a124ebefbeb785 https://nebraska.sharefile.com/r-r811bfc9c71bc43e6a3a124ebefbeb785

WRITTEN QUESTIONS AND ANSWERS

Questions regarding the meaning or interpretation of any solicitation provision must be submitted in writing to the Commission and clearly marked “Solicitation Number 202591102; NG911 Data Analytics and Reporting Software Services Questions.” The POC is not obligated to respond to all questions.

Bidders should submit questions for any items identified when preparing a response to the solicitation. Any solicitation response containing assumptions may be deemed non-responsive and may be rejected by the Commission. Solicitation responses will be evaluated without consideration of any known or unknown assumptions of a bidder. The contract will not incorporate any known or unknown assumptions of a bidder.

Questions should be uploaded using the ShareFile link provided in the solicitation Schedule of Events.

It is recommended that bidders submit questions using the following format:

RFP Section Reference

RFP Page Number Question

Written answers will be posted at https://das.nebraska.gov/materiel/bidopps.html per the Schedule of Events.

D. SOLICITATION CONFERENCE

A solicitation conference will be held per the Schedule of Events. Attendance at the solicitation conference is optional.

Vendors will have an opportunity to ask questions at the conference to assist in the clarification and understanding of the solicitation requirements. Questions that have a material impact on the solicitation or solicitation process, and relevant to all vendors will be answered in writing and posted at https://das.nebraska.gov/materiel/bidopps.html.

An answer must be posted to be binding on the Commission. The Commission will attempt to provide verbal answers to questions that do not impact the solicitation or process, and are only of interest to an individual vendor during the conference. If a vendor feels it necessary to have a binding answer to a question that was answered verbally, the question should be submitted in writing per the Schedule of Events.

E. SECRETARY OF STATE/TAX COMMISSIONER REGISTRATION REQUIREMENTS (Nonnegotiable)

All bidders must be authorized to transact business in the State of Nebraska and comply with all Nebraska Secretary of State Registration requirements. The bidder who is the recipient of an Intent to Award may be required to certify that it has complied and produce a true and exact copy of its current (within ninety (90) calendar days of the Intent to Award) Certificate or Letter of Good Standing, or in the case of a sole proprietorship, provide written documentation of sole proprietorship and complete the United States Citizenship Attestation Form, available on the Department of Administrative Services website at:

https://das.nebraska.gov/materiel/docs/pdf/Individual%20or%20Sole%20Proprietor%20United%20States %20Attestation%20Form%20English%20and%20Spanish.pdf This should be accomplished prior to execution of the contract.

NOTICE OF INTENT TO ATTEND MANDATORY SOLICITATION CONFERENCE

Vendors should notify the Commission of their intent to attend by emailing the RFP POC as provided above.

Notification is itself not mandatory, even if attendance at the Solicitation Conference is.

F. ETHICS IN PUBLIC CONTRACTING

The Commission reserves the right to reject solicitation responses or withdraw an Intent to Award if an ethical violation has been committed, which includes, but is not limited to:

1. Offering or giving, directly or indirectly, a bribe, fee, commission, compensation, gift, gratuity, or anything of value to any person or entity in an attempt to influence the bidding process.

https://das.nebraska.gov/materiel/bidopps.html https://das.nebraska.gov/materiel/bidopps.html https://das.nebraska.gov/materiel/docs/pdf/Individual%20or%20Sole%20Proprietor%20United%20States%20Attestation%20Form%20English%20and%20Spanish.pdf https://das.nebraska.gov/materiel/docs/pdf/Individual%20or%20Sole%20Proprietor%20United%20States%20Attestation%20Form%20English%20and%20Spanish.pdf

2. Utilizing the services of lobbyists, attorneys, political activists, or consultants to influence or subvert the bidding process.

3. Being considered for, presently being, or becoming debarred, suspended, ineligible, or excluded from contracting with any state or federal entity:

4. Submitting a solicitation response on behalf of another Party or entity; and

5. Colluding with any person or entity to influence the bidding process, submit sham solicitation responses, preclude bidding, fix pricing or costs, create an unfair advantage, subvert the solicitation response, or prejudice the Commission.

Bidder shall have an affirmative duty to report any violations of this clause by the bidder throughout the bidding process for the awarded bidder and their subcontractors.

G. DEVIATIONS FROM THE SOLICITATION

Any deviations from the standards in the Scope of Work must be clearly defined by the bidder in its solicitation response and, if accepted by the Commission, will become part of the contract in the harmonization process. Any specifically defined deviations must not be in conflict with the basic nature of the solicitation, requirements, or applicable state or federal laws or statutes. The Commission discourages deviations and reserves the right to reject proposed deviations.

H. SUBMISSION OF SOLICITATION RESPONSES

The Commission is only accepting electronic responses submitted in accordance with this solicitation. The State will not accept solicitation responses by mail, email, voice, or telephone, unless otherwise explicitly stated in writing by the Commission.

It is the bidder’s responsibility to ensure the solicitation response is received electronically by the date and time indicated in the Schedule of Events. Solicitation Responses must be submitted via ShareFile by the date and time of the opening per the Schedule of Events. No late solicitation responses will be accepted.

It is the responsibility of the bidder to check the website for all information relevant to this solicitation to include addenda and/or amendments issued prior to the opening date. The website can be found here:

https://das.nebraska.gov/materiel/bidopps.html.

The ShareFile link for uploading Solicitation Response(s) is provided in the Schedule of Events, Section Error! Reference source not found..

***UNLESS OTHERWISE NOTED, DO NOT SUBMIT DOCUMENTS

THAT CAN ONLY BE ACCESSED WITH A PASSWORD***

1. Bidders must submit responses via ShareFile using the solicitation submission link.

Note: Not all browsers are compatible with ShareFile. Currently Chrome, Internet Explorer and Firefox are compatible. After the bidder clicks the solicitation response submission link, the bidder will be prompted to enter contact information including an e-mail address. By entering an e-mail address, the bidder should receive a confirmation email confirming the successful upload directly from ShareFile.

ShareFile link for uploading solicitation response(s) provided in the Schedule of Events, Section Error!

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a. The Solicitation response and Proprietary information should be uploaded as separate and distinct files.

i. If duplicated responses are submitted, the Commission will retain only the most recently submitted response.

ii. If it is the bidder’s intent to submit multiple responses, the bidder must clearly identify the separate submissions.

iii. It is the bidder’s responsibility to allow time for electronic uploading. All file uploads must be completed by the Opening date and time per the Schedule of Events. No late responses will be accepted.

b. ELECTRONIC SOLICITATION RESPONSE FILE NAMES

The bidder should clearly identify the uploaded solicitation response files. To assist in identification the bidder should use the following naming convention:

i. 202591102, Company Name

If multiple files are submitted for one solicitation response, add number of files to file names:

202591102 Company Name File 1 of 2.

202591102Company Name File 2 of 2.

ii. If multiple responses are submitted for the same solicitation, add the response number to the file names:

202591102Company Name Response 1 File 1 of 2.

I. SOLICITATION PREPARATION COSTS

The Commission shall not incur any liability for any costs incurred by in replying to this solicitation, including any activity related to bidding on this solicitation.

J. FAILURE TO COMPLY WITH SOLICITATION

Violation of the terms and conditions contained in this solicitation, at any time before or after the award, shall be grounds for action by the Commission, which may include, but is not limited to, the following:

1. Rejection of a bidder’s solicitation response,

2. Withdrawal of the Intent to Award,

3. Withdrawal of the Award,

4. Negative documentation regarding Vendor Performance,

5. Legal action; and

6. Suspension or Debarment of the bidder from further bidding with the Commission or the State for the period of time relative to the seriousness of the violation. Such period to be within the sole discretion of the State.

K. SOLICITATION RESPONSE CORRECTIONS

A bidder may correct a mistake in an…