Computer Aided Dispatch (CAD) System Replacement Project

The Town of Cary, North Carolina is requesting proposals for a Computer Aided Dispatch (CAD) system replacement to support the Cary Public Safety Answering Point (PSAP) and regional first responder partners in Cary, Apex, and Morrisville, with questions due August 19, 2026 and proposals due October 2, 2026 at 2:00 p.m. Eastern Time.

The system must process 202,563 annual calls for service across 124 desktop CAD users and 671 mobile CAD users. Cary is replacing its legacy CentralSquare system with a contemporary cloud-based solution offering high availability, mobile access, robust analytics, real-time mapping, and seamless CAD-to-CAD integration with neighboring jurisdictions including the Raleigh-Wake PSAP. Key capabilities include AI-driven decision support, multi-agency dispatch coordination, automated unit recommendations, mutual aid support, advanced messaging, and integration with 16 identified external systems including Motorola radio infrastructure, Esri GIS mapping, ESO Fire Reporting, Axon Records, Priority Dispatch Corp. protocols, and RapidSOS enriched emergency data. The vendor must comply with NENA i3 standards and demonstrate alignment with Cary's guiding principles covering equitable service delivery, scalability, enhanced user experience, situational awareness, cybersecurity (CJIS and NIST standards), and change management flexibility. Implementation must support cloud or on-premise deployment models with GUI-based configuration, Multi-Factor Authentication, Single Sign-On integration, customizable reporting, and remote access capabilities.

Vendors must provide five references from public safety agencies of similar or greater complexity with implemented CAD systems in live use for a minimum of 90 days within the past five years. A dedicated Project Manager (PMP or equivalent) is required, along with Service Level Agreements covering system availability, performance metrics, and incident response times. All documentation deliverables must be provided in electronic format with the Town retaining perpetual ownership and full modification rights.

Evaluation will be weighted as Qualifications of Applicant (40%), Technical Response (50%), and Cost Proposal (10%). The contract includes an initial five-year term from award (anticipated February 2027, effective May 2027) with two optional one-year renewal extensions. The cost proposal must be structured as a total not-to-exceed fixed price covering all work, products, and services over the 10-year period, with itemized costs for base system software, optional add-ons, professional services, training, and five-year maintenance and support.