False Alarm Reduction Services

The State of Delaware Department of Government Support Services, on behalf of the Department of Safety and Homeland Security and Delaware State Police, is requesting proposals for False Alarm Reduction Services under RFP GSS26956, with proposals due August 20, 2026 at 3:00 p.m. local time and questions due August 5, 2026 at 4:30 p.m.

The scope encompasses staffing, software, system administration, customer support, reporting, training, and related services to operate and maintain Delaware's statewide false alarm reduction program in compliance with Delaware Code Title 24, Chapter 12. The contractor will process approximately 2,300 registration transactions annually, manage approximately 7,000 false alarm incidents annually, generate approximately 2,500 invoices, process approximately 850 payments, and handle an estimated 100 customer support calls per month. Performance standards and measurement criteria are detailed in Appendix A, including response times, complaint resolution procedures, documentation requirements, data collection methodologies, reporting frequency, quality assurance protocols, and key performance indicators for quantifiable reductions in false alarm incidents.

The contract term is three years with three optional one-year extensions. Implementation is anticipated to begin immediately upon contract execution with a target of approximately 30 calendar days, though vendors may propose alternative schedules with supporting rationale. The cost proposal must clearly identify the allocation of registration fees and false alarm assessments between the contractor and the State, including administrative fees, transaction fees, and revenue-sharing methodology; merchant processing accounts remain under vendor ownership and control.

The contractor must maintain Commercial General Liability insurance of $1 million per occurrence/$3 million per aggregate, Workers' Compensation insurance, and either Medical/Professional Liability, Miscellaneous Errors and Omissions, or Product Liability insurance at $1 million per occurrence/$3 million per aggregate. Vendors must provide three business references, proof of Delaware licensure or initiate the application process, and attest that no activity will take place outside the United States.

Evaluation criteria carry point weights of 15 points for Organizational Experience and Qualifications, 20 points for Technical Solution and System Capabilities, 15 points for Implementation Approach and Project Management, 20 points for Operational Approach and Service Delivery Model, 10 points each for Reporting/Financial Administration/Compliance and Staffing/Training/Customer Support, and 10 points for Cost Proposal. The State reserves the right to award to multiple vendors and to negotiate with one or more vendors simultaneously. Proposals must be submitted through an online bid submission portal using a specified cost proposal form with text-only responses.