Salt Lake City Request for Proposals SLCI27013 - AI Enabled Non-Emergency Public Safety Call Handling and Assistive Solution

Salt Lake City Corporation is requesting competitive sealed proposals for an AI-enabled non-emergency public safety call handling and assistive solution for the City's Emergency 911 Department under RFP SLCI27013, with proposals due August 13, 2026. This is a single-award procurement with a five-year initial term. No set-aside or preference program applies.

Offerors must satisfy four mandatory compliance requirements: certification that the proposed team has successfully provided similar services to at least five different agencies; disclosure of any generative AI technology with detailed specifications; confirmation that all operational activities and data storage occur within the continental United States; and compliance with Salt Lake City Code Chapter 3.24 ethics and procurement regulations. These are hard filters—failure to meet any disqualifies the proposal.

The solution must enhance operational efficiency and improve caller experience through AI-assisted call handling, routing, real-time transcription and translation, intelligent call routing, and escalation capabilities on designated non-emergency and administrative lines while ensuring emergency indicators trigger immediate escalation to live 911 telecommunicators without replacing, delaying, or interfering with primary 911 operations. Callers must be able to request transfer to a live operator at any point. The solution must integrate with Salt Lake City's existing Motorola Vesta communications infrastructure and CAD systems and include documented AI safety controls such as hallucination mitigation and bias monitoring. The vendor must provide implementation, onboarding, configuration, ongoing technical support, maintenance, training, and configurable analytics dashboards. Administrative personnel must be able to modify call flows and workflows independently without vendor intervention.

Technical evaluation is weighted at 425 points across six criteria: emergency detection and escalation safety (30%), integration with existing systems (10%), AI functionality and accuracy (15%), analytics and reporting (10%), ease of administration (10%), and implementation and support (10%). Offerors must achieve a minimum of 297.5 points (70% threshold) to advance to cost evaluation, though those scoring 318.75 points advance to presentations. Cost comprises 30% of total evaluation points, with the lowest-cost proposal receiving maximum cost points and others receiving proportional points. Total possible score is 607.14 points.

All pricing must be submitted in U.S. dollars on the provided cost sheet, covering initial setup, licensing, annual maintenance, implementation, training, and configuration services over the five-year term. Proposed pricing must be guaranteed for one year; adjustment requests require thirty days' notice and supporting market analysis documentation. The contract includes significant insurance requirements: workers' compensation, commercial general liability of $2 million per occurrence/$3 million aggregate, commercial automobile liability of $2 million combined single limit, cyber risk insurance of $2 million per occurrence/$3 million aggregate (maintained for three years post-termination), technology errors and omissions liability of $2 million per occurrence/$4 million aggregate, and umbrella/excess liability of $2 million per occurrence and aggregate. All proposals must be submitted electronically through the Utah Public Procurement Place (U3P) website with no late submissions accepted.