Request for Information (RFI) No Replacement of PBX and Ancillary Components for 911 Services

Transcription

1 City of Lakewood 480 S. Allison Parkway Lakewood, CO Request for Information (RFI) No Replacement of PBX and Ancillary Components for 911 Services RFI Conference & Site Tour: October 13, 2010, 1:00 P.M., M.T. Finance Department Conference Room 1 st Floor- Civic Center South Building 480 S. Allison Parkway Lakewood, CO RFI Due Date: November 3, 2010, 12:00 P.M., M.T. (our clock) RFI Submittal: City of Lakewood Finance Department Front Desk 1 st Floor Civic Center South Building 480 S. Allison Parkway Lakewood, CO 80226

2 TABLE OF CONTENTS 1. Project Scope About Lakewood Schedule Vendor Instructions Technical Specifications Integration Requirements Support Requirements Warrantee Current Installations Vendor Company Information Next Generation 911 (NG911) Attachments...8 2

3 1. Project Scope 1.1. Overview- The City of Lakewood (hereinafter "City") is seeking to replace the PBX and associated station components for the City's PSAP (Public Safety Answering Point). The City is also seeking to add next generation 911 (hereinafter "NG911") functionality as part of the PBX replacement, wherever feasible. This RFI is being issued as an effort to find qualified vendors and identify the total scope for a Request for Proposal (RFP). The RFP release is planned for first quarter 2011, followed by system purchase and integration efforts in the 2011 calendar year Vendor Participation Requirement- Vendors that do not participate in this RFI will not be eligible to participate in the RFP. 2. About Lakewood 2.1. The City is the fourth most populous in the state of Colorado and is located six miles west of downtown Denver. With a population of about 147,000 residents the City provides a range of services over 43 square miles to its constituents through ten (10) operating and support departments: Police City Manager s Office Finance Public Works & Planning City Clerk s Office Employee Relations Community Resources City Attorney s Office Information Technology Municipal Courts 2.2. The City was incorporated in 1969 and provides municipal government services including public safety, traffic engineering, street maintenance and snow removal; licensing, permitting, zoning and inspection; parks, recreation and golf; cultural arts programs; water, sewer and storm water utilities. The City does not provide fire protection, public education, or solid waste disposal services. For more information visit the City s web site at: The City s primary source of revenue is sales tax, which is the lowest in the Denver metropolitan area The City is governed by an elected Mayor and a ten-member Council who set the policies for the operation of the City. The City is a home rule city. The Mayor and Council appoint the City Manager who is responsible for the proper administration of all facets of the City and the daily management of the City s approximately 900 full-time and 450 part-time and seasonal employees Each City facility has structuredcat-5e standard cabling systems. All wiring, power, back-up power, equipment racks, Ethernet switches, and routers are specified and provided by the City Information Technology department, except where negotiated separately for custom systems The City does not have a Fire Department. EMS and Fire Services are provided by West Metro Fire District. West Metro Fire District spans 110 square miles, serving portions of unincorporated Jefferson and Douglas counties. The West Metro Fire District PSAP is a secondary PSAP with transfer capability to/from the Lakewood PSAP. 3

4 3. Schedule 3.1. Schedule of Events RFI Issued 9/30/10 RFI Conference 10/13/10 1:00 P.M., M.T. Vendor Questions Due 10/19/10 5:00 P.M., M.T. City Addendum Issued (if necessary) 10/21/10 RFI Responses Due 11/3/10 12:00 P.M., M.T. (our clock) RFP Issued (Estimated) First Quarter RFI Conference- The City will hold an RFI conference in the Finance Department Conference room located at 480 South Allison Parkway, 1 st Floor, Civic Center South Building, Lakewood CO, This meeting will take place at the date and time listed in the table above Site Tour- Following the Conference, a walking tour will be given of the PSAP site, including the back-office equipment. The PSAP site is in an adjacent building to the conference within walking distance. THIS WILL BE THE ONLY OPPORTUNITY TO VIEW THE PSAP SITE PRIOR TO THE RFP Questions and Answers - Vendor questions will be entertained during the RFI conference and site tour. The questions and answers discussed during the conference will be recorded and released as an addendum to the RFI Vendor Questions- Additional Vendor questions are due in writing, via , by the date and time specified in the above table. Answers to vendor questions will be published as an addendum to the RFI. 4. Vendor Instructions 4.1. Vendor Response Format- Vendor must respond in the formats specified below RFI Response Submittal- Vendor must submit one (1) hard-copy of the response form marked original and one (1) electronic copy of the response on CD-ROM Response Form Instructions (see Attachment B: Response Form ) - Vendor must fill in the requested fields in the attached response form and provide the completed spreadsheet with the response. See Attachment B. An electronic copy of the completed response form, in Microsoft Excel format, must be delivered on CD-ROM media with the Vendor s response. Vendor s must not re-format, lock, or otherwise tamper with the form. Failure by the Vendor to complete the response form as requested may be viewed as a non-responsive submittal. 4

5 4.4. Additional Response Materials- The Vendor comments column of the response form is to be used for items requiring a brief description or reference to supporting materials. Supporting materials should be contained in a binder with tabbed references that match the Vendor comments for ease of review. The response form document is a critical part of the information review. It is imperative that all Vendors complete this document Response Questions- Please contact Mary O Halloran, Contract Administrator, of the City of Lakewood for any concerns or questions via at: maroha@lakewood.org. Vendor questions will be answered through the addendum process as detailed in the RFI schedule above. 5. Technical Specifications 5.1. Stations- The City is seeking a system capable of supporting seventeen (17) call stations. Please provide an estimate of the cost(s) per station. Vendor must be prepared to illustrate how the system can be expanded to support additional stations and identify the budgetary costs estimates for additional stations Backup Center Stations- The City currently utilizes a make-busy switch that re-routes 911 calls to the Jefferson County PSAP. The City is seeking options for additional stations at a remote backup center as an addition to the existing make-busy arrangement. Vendor must provide information regarding the options and estimate of the cost to operate stations at a remote backup facility System Redundancy- The City desires all components of the proposed system to have automatic redundancy and fail-over wherever feasible. Vendor must provide information regarding redundancy schemes for all components of the proposed system, as well as additional costs for achieving higher levels of redundancy System Geographic Diversity- The City has a remote backup center with adequate data center space to house PBX components. The City is interested in the possibility of locating redundant system components at this facility and connecting the system components over a planned MPLS backbone network. Vendor must provide information regarding the ability to separate system components to achieve redundancy and automated disaster recovery. See Attachment A (System Diagram) Call Flow/Prioritization Components- The City currently utilizes Nortel Symposium for Automated Call Distribution (ACD). The vendor must provide information regarding any ACD or other call flow components which may be of interest to the City Call Volume- The City processes approximately 250,000 incoming calls per year. It is not anticipated that this number will grow significantly over time. Vendor must define the equipment appropriate to handle the above call load, and provide any additional estimated costs for handling additional call load Reporting- Vendor must provide details about what reporting capabilities are included in the proposed system, including descriptions of canned reports and the estimated cost for customized reports Vendor must provide the database protocol used in the proposed system Vendor must define what data is available for the City to access directly at the database level Power- Vendor must provide what power options are available for the proposed solution. The City prefers 120 VAC. 5

6 5.9. Surge Suppression- Vendor must provide recommendations for adequate lightning/surge protection for all components that interface with trunk lines (CAMA, PRI, etc.) Interface Customization- Vendor must provide description and costs for user interface customization TDD- The proposed system must support TDD interfaces to meet ADA compliance ACD Monitoring- The City currently uses two electronic display boards with Ethernet interfaces to monitor key components of the ACD system. Vendor must propose an interface to the existing reader boards capable of providing the following information: The number of available call takers The number of incoming calls yet to be answered The number of calls in several queues The length of time in queue. 6. Integration Requirements 6.1. Existing CAD System- The City uses a CAD system from Intergraph Corporation. Any solution must support the output of ANI/ALI/MSAG data over serial connections to the existing CAD servers. Vendor must also supply information regarding future interfaces for this data between the proposed system and the CAD system (i.e., XML, etc.) Existing Call Recording System- The City currently uses Call recording equipment from NICE Systems. Vendor must supply information regarding the available interfaces to integrate with NICE call recording systems, as well as any optional approaches to call recording Radio System Integration- The City uses separate radio consoles and Individual Radio Recorders (IRR) at eight (8) dispatch stations. Vendor must provide information regarding possible integration points between the proposed system and these radio and phone components Harris P25 Radio System- The City is in the process of upgrading the police radio system to a P25 system from Harris Corporation. Vendor must supply information regarding the potential integration points between the proposed system and the Harris P25 system Existing Trunks- The proposed system must be capable of terminating and distributing the trunks listed below. Vendor must also describe any excess capacity for trunks in the proposed system, as well as any system limitations for adding additional trunks CAMA- The City currently terminates nineteen (19) CAMA trunks for 911 calls ANI/ALI-The City currently terminates two (2) ANI/ALI circuits Make-busy- The City terminates two (2) make-busy circuits to a physical switch within the PSAP PRI- The City terminates one (1) PRI circuit for the PSAP non-emergency numbers QSIG- The City uses one (1) QSIG connection to allow four (4) digit dialing between the proposed system and the existing City ShoreTel PBX. This QSIG circuit does not leave the PSAP building or traverse the PSTN in any way User Data- Vendor must provide information regarding the ability to migrate existing user data from the PSAP systems in place today. 6

7 6.6. User Authentication- Vendor must describe the user security mechanisms included in the proposed system, as well as any abilities for the system to integrate with standard authentication systems (AD, RADIUS, etc.). 7. Support Requirements 7.1. Support Contact- The City desires to have a single hot line number for any technical support issues with the proposed system. Vendor must provide information regarding the availability, staffing hours, and expected response time for support contacts Maintenance and Technical Support- The City desires to have direct access to qualified technical support for maintaining and troubleshooting the proposed system. Vendor must describe the available levels of support available for the proposed system, as well as the associated costs. Support options should include the following items: Emergency Maintenance Procedures Spare Equipment Requirements (on-site and vendor supplied) Training Options (on-site, train-the-trainer, etc.) System Backup and Restore Software Release Cycle Software Upgrade/Patch Requirements Remote Access Capabilities Remote Monitoring (NMS integration, etc.) Severity/Response Time Maintenance Agreement/SLA (provide sample) 8. Warrantee 8.1. Basic Warrantee- The City requires a minimum of one (1) year warrantee on all parts, labor, software, and any additional services provided as part of the proposed system. Vendor must provide sample warrantee Extended Warrantee- Vendor must provide details and pricing for any extended warrantee offered for the proposed system. 7

8 9. Current Installations Vendor must provide a list of current installations of similar size. 10. Vendor Company Information Company Background- Vendor must supply company background information, including number of installations of the proposed system, number of certified personnel, home office location, service territory, etc Company Financials- Vendor must supply basic company financial information (Dun & Bradstreet number, stock info, financial statements, etc.). 11. Next Generation 911 (NG911) NG911 Summary- The City understands that the 911 landscape is changing rapidly and is seeking a proposed system that is positioned for future capabilities. The intent of this section is to obtain information from the Vendor regarding the technical and political positioning of the Vendor to handle NG911 issues VoIP vs. Legacy PBX- The City successfully uses VoIP technology for other PBX needs, and believes that VoIP is the technology that should be used in the PSAP moving forward. Vendor must supply information supporting or contradicting this statement based on what the Vendor believes to be the best practices for the PSAP Distributed Architecture- The City desires to eliminate single points of failure wherever possible. Vendor must supply detailed information about how redundant components of the proposed system can be geographically separated and/or other configuration scenarios that can enhance survivability of the proposed system Future Vectors for 911- Modern call centers for non-911 purposes can accept communication in many forms other than the traditional voice call. However, the PSAP is currently limited to whatever can be transmitted over a CAMA trunk. The City understands that the PSAP may need to be adapted to handle other media than the traditional voice call. Vendor must describe their opinion of what the future PSAP is likely to encounter and how the proposed solution is positioned to handle future vectors for 911 calls other than the traditional CAMA trunk Standards Development- Vendor must supply information regarding their involvement with developing NG911 standards through organizations such as NENA, IETF (ECRIT), etc Regionalization- The City is involved with the Jefferson County Emergency Communications Authority (JCECA), and works cooperatively with other PSAP s to enhance 911 services. Recent technology advancements have made it possible to start building direct connections between PSAP s, share backup facilities, and consider ways to combine and share facilities. Vendor must supply information regarding potential interconnection between the proposed system and PSAP systems used by other JCECA participating agencies. Vendor must also supply information regarding hosted systems or other strategies that might promote regionalization of PSAP services. 12. Attachments Attachment A- System Diagram Attachment B- Response Form 8

9 ATTACHMENT A Mandatory Components and Interfaces: PSTN Lakewood PSAP 445 South Allison Parkway CAMA, PRI, and ANI/ALI Existing CAD Servers Existing CAT-5e (up to 4 per station) New PBX Call Taker/Dispatcher Positions Existing NICE Call Recording System Lakewood MPLS Network Future MPLS Nodes: Wheat Ridge WMFD JeffCo Golden Denver Adcomm Optional Components and Interfaces: Remote Call Taker/ Dispatcher Positions (Client to 445 PBX) Backup PSAP 3535 South Kipling PSTN Future Redundant Link (QMOE, etc.) Call Taker/Dispatcher Positions Redundant or Remote PBX Components Redundant CAD Server Redundant Call Recording System Project: NG911 PBX RFI- Attachment A Drawn by: Shawn Cullingford Date: Revision: 1 Confidential- Do Not Distribute without Authorization

10 ATTACHMENT B Attachment B- Response Form Instructions: 1 Provide answers to each question below in the "Response" column. 2 Provide additional information in the "Comment" column as needed. 3 Provide reference to other materials in the "Comment" column as needed. 4 All response data is considered as estimated and not final cost. Final cost will be established in a future RFP. 5 Do not modify this form. Item Reference RFI Section Requested Information Response Comment Budgetary cost for standalone system to support 17 stations Cost per additional station at main location Budgetary cost for four (4) additional remote stations (assume network connectivity is provided) Additional cost for recommended redundant components Budgetary cost for a fully functioning backup system at a remote location Does the proposed system support ACD, similar to what is now in use by the City? Does the proposed system support additional call flow/prioritization components that may be of interest to the City? Additional cost for recommended ACD/call flow/prioritization components Cost per additional PRI Cost per additional CAMA trunk Cost for reporting features (without customization) What database protocol is used for report data? Does the proposed system support data/database access for City applications? Does the proposed system use 120 VAC power? Does the proposed system include any surge suppression for trunk interfaces? Additional cost for user interface customization Is TDD supported by the proposed system? Can the proposed system interface with third party reader boards? Does the proposed system support serial interfaces to the City CAD system? Does the system support any other interfaces to the City CAD system? Does the proposed system support analog interfaces to the City NICE system? Does the system support any other interfaces to the City NICE system? Does the proposed system include interfaces to the City IRR stations? Does the proposed system include any direct interfaces to the Harris P25 system? Does the proposed system support all of the trunks in use by the City? Is there any additional or alternate approach to the make-busy switch in use by the City? Is the proposed system implemented elsewhere with a QSIG trunk connected to a Shoretel PBX? Can user data be migrated from the existing City system to the proposed system? Does the proposed system include a secure way to authenticate users? Can the proposed system be integrated with the City's AD for user authentication? Does the vendor offer 24 x 7 x 365 support? What is the annual cost for the recommended level of support? What is the additional cost for the recommended spare equipment? Cost for on-site training? Cost for "train-the-trainer" training? Provide recommended system backup and restore procedures Cost for recommended system backup equipment Provide Software Release Cycle Provide Software Upgrade/Patch Requirements Additional cost for remote access capabilities Additional cost for Remote Monitoring Does the proposed system support integration with common NMS systems? How does the Vendor define Severity/Response Time? Please provide a Maintenance Agreement/SLA sample Is a one year warrantee included with all components? What is the estimated annual cost for extended warrantee? Please provide a list of current installations of similar size to the City Please provide company background information Please provide company financial information Does the Vendor intend use VoIP for call delivery to all stations in a proposed solution? Does the Vendor intend to propose a pure-voip, non-voip, or hybrid solution? Does the Vendor believe that VoIP is the right technology in the PSAP? Does the Vendor support geographic separation of redundant components? Does the Vendor provide interfaces other than CAMA for emergency calls? Does the Vendor provide methods for accepting emergency transmissions over text and multimedia communications methods? Does the Vendor participate in developing standards (please provide explanation)? Does the Vendor currently provide equipment and/or services to other JCECA PSAP's? Is the Vendor able to provide interfaces for connection to other PSAP's? Does the Vendor provide any hosted solutions for PSAP's? Does the Vendor provide systems for existing regional PSAP's?