Escambia County Public Safety is requesting quotes for Emergency Communications 9-1-1 Quality Assurance reviews for fiscal year October 1, 2026 through September 30, 2027 under ITQ, with quotes due September 4, 2026 at 2:00 PM and questions due September 2, 2026 at 12:00 PM.

Vendors must deliver a minimum of 100 Emergency Medical Dispatch (EMD) quality assurance call reports per month and 50 Emergency Fire Dispatch (EFD) quality assurance call reports per month, conducting structured evaluations of emergency dispatch calls using Priority Dispatch Corporation protocols and assessing correct protocol usage, proper telephone etiquette, and telecommunicator performance. Vendors must hold current or previous certification as an EMD-Q, APCO Communications Training Officer, or equivalent relevant training, and must be an authorized NICE Inform software provider capable of managing support tickets.

Professional Errors & Omissions insurance is mandatory with minimum coverage of $1,000,000 per wrongful act and $2,000,000 aggregate, or $2,000,000 per wrongful act and $4,000,000 aggregate if the vendor receives access to county servers. Supporting documentation includes proof of Sunbiz registration, W-9 forms, certificates of insurance, and sample EMD/EFD quality assurance reports. Vendors must submit pricing separately for the EMD evaluations line item (100 units per month) and EFD evaluations line item (50 units per month), with unit costs and total costs clearly identified. Responses must be submitted electronically through the OpenGov Procurement portal.

9-1-1 Quality Assurance

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