Next Generation 9-1-1 Evolution

The State of Delaware Department of Government Support Services is requesting proposals for a comprehensive Next Generation 9-1-1 system, with proposals due December 2, 2026, and written questions due October 26, 2026. The procurement requires NENA NG9-1-1 compliance across all delivered services and systems.

The scope encompasses Emergency Services IP Network (ESInet), Next Generation Core Services (NGCS), hosted call handling with long-term recording (CHaaS-Recorder), Computer-Aided Dispatch (CAD), Mobile Data Systems for Windows and iOS/Android platforms, browser-based CAD access, Law Enforcement Records Management System (LERMS), and Fire Records Management System (FRMS) serving Delaware's eight State PSAPs and emergency response agencies. The solution must be equipment-based rather than cloud-based, though equipment need not physically reside in Delaware. Vendors must commit that no non-public Delaware data will be stored or transferred outside the United States and confirm no work will be executed at offshore facilities. Critical technical requirements include geodiverse datacenters, redundant network connectivity with carrier diversity and no single points of failure, integration with existing Tyler Technologies and Central Square CAD systems, PIDF-Lo NG911 i3 compliance, SOC 2 compliance, three-year call recording retention, Esri GIS integration with RapidSOS and aerial imagery, text-to-911 capability, real-time voice quality (MOS 4.0 or better), and NENA 75-001.1 security standards including AES-256 encryption and multifactor authentication. ESInet-NGCS must maintain 99.999% system availability per-PSAP with 24/7 Network Operations Center support. Vendors must provide minimum four certified onsite technical staff residing within Delaware, comprehensive training, biweekly project status calls, and acceptance testing plans 30 days prior to execution.

The contract term runs ten years with five optional one-year extensions. Pricing is requested for CHaaS-Recorder, ESInet-NGCS, CAD, Mobile Data, LERMS, Fire RMS, interfaces, training, implementation, and data migration (minimum 7 years for LERMS and Fire RMS; 5 years for CAD) across the ten-year period. As-a-Service subscription licenses apply only at individual license level during operational phases, with no charges during implementation and development. Monthly usage reports in Excel format are due by the 15th of each month; quarterly subcontracting reports are due by the 15th of the month following each quarter.

Evaluation criteria are technical response (35 points), vendor qualifications and experience (10 points), references (10 points), price (15 points), operations/maintenance/support (10 points), implementation and project management (15 points), and systems integration and interoperability (5 points). Vendors must provide proof of Delaware licensure or certification, maintain Commercial General Liability of $1 million per occurrence/$3 million aggregate, and either Medical/Professional Liability, Errors and Omissions, or Product Liability coverage at $1 million per occurrence/$3 million aggregate. The State reserves the right to award based on factors other than lowest price and may select multiple vendors. Proposals must be submitted electronically through the Bonfire portal at https://gss.bonfirehub.com/ and include cover letter, table of contents, technical response, pricing, vendor information forms, non-collusion statement with notary seal, business references, confidentiality and exceptions forms, subcontractor information, and completed questionnaire. Delaware is committed to supporting MBE, WBE, VOBE, and SDVOBE participation with required quarterly reporting.