DoIT - Emergency Call Taking, Computer Aided Dispatch and Radio Systems Software Maintenance

The City of Detroit Office of Contracting and Procurement is announcing its intent to sole-source a three-year contract for emergency call-taking, computer-aided dispatch, and radio systems software maintenance with NiCE Systems, Inc., with responses due October 15, 2026 by 3:30 p.m. EST. This is a restricted procurement under Detroit City Code Sections 17-5-12(g) and 17-5-154, citing that only one source of supply is available for these specialized services.

The scope covers maintenance and support for hardware and software currently in use to record radio traffic and 911 calls integrated with radio systems for incident investigations. The service package includes Gold Maintenance coverage with 24/7 remote support for critical issues and 8 a.m. to 5 p.m. support for other requests, with remote response within 2 hours and on-site response within 4 hours. Services encompass software hot fixes, update packs, and minor version upgrades; major version upgrades are excluded. The City reserves the right to modify services after contract approval with resulting pricing changes through amendment.

The total contract value is $765,158 over three years: $231,157 for 2026–2027, $242,715 for 2027–2028, and $254,850 for 2028–2029. The intended vendor is NiCE Systems, Inc., located at 221 River Street, Suite 10, Hoboken, New Jersey.

Interested parties believing they can meet the requirements may submit evidence of capability within seven business days of the October 8 publication date. The City retains sole discretion to determine whether to conduct a competitive procurement based on responses received. Questions are due October 12 by 2:00 p.m. EST. All submissions must be made through the EUNA Bonfire online portal; late or emailed responses will not be accepted. Respondents must complete a questionnaire documenting organizational background, relevant experience from the past five years, at least three references demonstrating successful management of contracts of similar scope, organizational capacity, staffing capabilities, and proposed subcontractor information if applicable.