PA031-26, Provision of Design, Implementation, and Maintenance of an E911 Community Engagement Solut

Gwinnett County Board of Commissioners is requesting competitive sealed proposals for design, implementation, and maintenance of an E911 Community Engagement Solution for the Gwinnett County Police Department Communications Division, with proposals due October 5, 2026 at 2:50 PM local time. Firms on the Gwinnett County ineligible source list are not eligible; all submitting firms must be authorized to do business in Georgia and carry insurance with an A.M. Best rating of A-7 or higher.

The solution must be a Software-as-a-Service cloud-based platform that automates survey delivery to 911 callers through Computer Aided Dispatch integration and text message channels, addressing current survey response rates of 8% and expanding the survey pool from less than 1% of calls. The Communications Division processes approximately 720,000 calls annually (480,000 emergency, 240,000 non-emergency) with 150 authorized personnel comprising 121 basic users (calltakers and dispatchers), 25 supervisor/management users, and 4 system administrators. The system must support automated survey delivery via SMS and email, customizable templates, sentiment analysis, real-time dashboarding, multilingual support (Spanish, Korean, Chinese), and integration with Centralsquare CAD systems. All solutions must meet Section 508 and WCAG 2.1 AA accessibility standards, role-based access control, and comprehensive audit capabilities.

The county is soliciting pricing across a five-year contract period on a firm-fixed basis with project-based milestone structure rather than hourly rates; all costs including implementation, training, interfaces, and managed services must be included. Pricing must be submitted in a separate sealed envelope using the provided Exhibit C template. The contract includes automatic renewal unless terminated by the county within 60 days of calendar year-end.

Vendors must comply with Gwinnett County Security & Privacy Requirements Exhibit addressing NIST SP 800-53, NIST SP 800-171, CIS Controls, GovRAMP, CJIS, HIPAA, and PCI-DSS standards as applicable. Key security obligations include FIPS-validated encryption for data at rest and in transit (TLS 1.2 or higher), 12-month log retention, vulnerability remediation timelines (critical: 15 days; high: 30 days; medium: 60 days), SOC 2 Type II compliance, and 24-hour incident notification with formal reports due within ten business days.

Evaluation criteria total 110 points: responsiveness (5), experience and qualifications (10), solution description (35), functional requirements (20), implementation and project management (15), references (5), pricing (10), and optional interviews/demonstrations (10). Functional requirements scoring spans 47 information technology requirements and 40 business requirements with varying point values by solution type (cloud: 20 points; hybrid and on-premise: 25 points each). Apparent results will be posted the business day following award decision.