Shelby County Emergency Communications District

EMERGENCY COMMUNICATIONS DISTRICT of SHELBY COUNTY Sealed Bid Request For The Emergency Call Tracking System ECaTS Reporting and Data Collection System Issued Wednesday, October 29 2014 Sealed Bids must be submitted by 3:30 p.m. CST Wednesday, November 12, 2014 To the Shelby County 9-1-1 Emergency Communications District Office located at 3150 Lenox Park Blvd., STE 108 LATE SEALED BIDS WILL NOT BE CONSIDERED For additional information regarding this Bid Request, contact Harold Truebger at (901) 380-3901 e-mail htruebger@shelbycounty911.org or Carlton Ray at (901) 380-3912 Email cray@shelbycounty911.org Shelby County 9-1-1 Emergency Communications District will not be responsible for any costs or expenses incurred by firms responding to this bid or, prior to entering into a contract, complying with its requirements, specifications, terms, and conditions. Page 1 of 18

Contents 1.0 GENERAL INFORMATION... 3 2.0 SPECIFICATIONS COUNTYWIDE ECATS SYSTEM... 3 3.0 PSAP INFORMATION AND NUMBER OF CALLS RECEIVED... 3 4.0 NUMBER OF 9-1-1 CALLTAKER POSITIONS AT PSAPS... 5 5.0 SCHEDULE OF EVENTS... 5 6.0 BID QUESTIONS... 6 7.0 RIGHT OF REFUSAL... 6 8.0 AWARD OF BID... 6 9.0 INSURANCE REQUIREMENTS... 7 10.0 PSAP LOCATIONS FOR INSTALLATION OF EQUIPMENT... 7 12.0 CAD INTERFACES... 8 13.0 REPORTS... 9 14.0 INVOKE ECATS API TO DISPLAY REPORT RESULTS ON A WEB PAGE 10 15.0 MIGRATING OF HISTORICAL DATA... 10 16.0 TRAINING... 11 17.0 OPTIONAL MODULES... 12 18.0 EXISTING SC911 NETWORK FOR ECATS... 13 19.0 EXISTING SC911 NETWORK DIAGRAM... 14 19.0 COSTS... 15 Page 2 of 18

1.0 General Information The Emergency Communications 9-1-1 District of Shelby County is issuing a Bid Request for Direct Technology s Emergency Call Tracking System (ECaTS) Reporting and Data Collection System. The system will be installed at each of our 6 Primary PSAPs, 2 Secondary PSAPs and 5 Backup PSAPs and if necessary any equipment at the Shelby County 9-1-1 Emergency Communications District administrative offices. This bid also is requesting the ECaTS Dashboard Monitoring System to be included. All PSAPs in Shelby County Tennessee will be utilizing the Airbus DS Communications (Cassidian) Vesta 4.2 platform by April 2015 and the sites CDR ports will be enabled as we are licensed. 2.0 Specifications Countywide ECaTS System Bidder Experience: o The bidder must have demonstrated performance and a current customer base of locations where they have sold and installed / or had installed the ECaTS system or a similar MIS / RMS system for Public Safety Answering Points (PSAPs). The locations must be in production, collecting data and reporting in order to be considered. Bidder is required to provide a list of current customer references with associated contact information and the type system that was installed. o The bidder must have been in the 911 industry for at least ten years with solid financial and delivery history. 3.0 PSAP Information and Number of calls received Number of 9-1-1 Calls received at each of our PSAPs. PSAP 2013 2012 1 Bartlett 13,033 14,207 2 Collierville 9,702 9,497 3 Germantown 8,834 9,642 4 Memphis PD 799,980 582,987 5 Memphis Fire 111,197 114,542 6 Millington PD 5,977 6,051 7 Shelby County Fire 8,206 5,854 8 Shelby County Sheriff s Office 57,235 64,577 TOTAL 9-1-1 Calls 1,016,177 809,369 Page 3 of 18

Number of Other Calls received at each of our PSAPs. (Seven Digit Emergency and Business Lines). PSAP 2013 2012 1 Bartlett 91,379 36,003 2 Collierville 98,821 93,903 3 Germantown 50,144 57,678 4 Memphis PD 475,408 520,916 5 Memphis Fire 392,586 408,067 6 Millington PD 42,991 43,132 7 Shelby County Fire 21,387 26,435 8 Shelby County Sheriff s Office 159,892 167,556 TOAL OTHER CALLS 1,334,621 1,355,702 Number of Outbound and Internal Calls made at each of our PSAPs. (Seven Digit Emergency and Business Lines). PSAP 2013 2012 Outbound Internal Outbound Internal 1 Bartlett 27,738 98 11,204 59 2 Collierville 24,301 171 27,647 71 3 Germantown 16,269 160 25,486 22 4 Memphis PD 368,469 2,736 367,831 2,331 5 Memphis Fire 158,070 4,684 171,600 4,867 6 Millington PD 24,004 64 24,823 10 7 Shelby County Fire 19,011 207 13,764 251 8 Shelby County Sheriff s Office 106,114 587 117,813 783 TOTALS 743,976 8,707 760,168 8,394 Page 4 of 18

4.0 Number of 9-1-1 Calltaker Positions at PSAPs PSAP # of 9-1-1 Positions Admin Phones 1 Bartlett 4 4 2 Collierville 4 3 3 Germantown 5 7 4 Memphis PD 21 30 5 Memphis Fire 10 6 Millington PD 2 0 7 Shelby County Fire 5 8 Shelby County Sheriff s Office 12 4 BACKUP PSAPs # of 9-1-1 Positions Other Phones 1 Bartlett 3 3 2 Collierville 4 3 Germantown 3 7 4 Memphis PD 11 11 5 Shelby County Sheriff s Office 4 1 5.0 Schedule of Events The following Bid Request schedule of events represents best estimates of the time frame for this process going forward. The Emergency Communications District of Shelby County reserves the right to adjust the schedule as it sees fit. DAY / DATE Wednesday, October 20, 2014 Wednesday, November 12, 2014 EVENT Date of issue of the Bids Bids due from Vendors by 3:30 p.m. CST. (normally on a Tuesday but Tuesday, November 11 is a holiday). Page 5 of 18

6.0 Bid Questions The following persons will be the main point of contact for the bid and will receive, as well as respond to, all questions per the Bid Schedule of Events. All communications concerning the Bid shall be in writing via e-mail. Harold Truebger, Information Systems Lead Shelby County Emergency Communications District 3150 Lenox Park, STE 108 Memphis, Tennessee 38115 htruebger@shelbycounty911.org Office (901) 380-3901 Carlton Ray, GIS / IT Coordinator Shelby County Emergency Communications District 3150 Lenox Park, STE 108 Memphis, Tennessee 38115 cray@shelbycounty911.org Office (901) 380-3912 7.0 Right of Refusal The Emergency Communications District of Shelby County reserves the right to withdraw this Bid Request at any time and for any reason, and to issue clarifications, modifications, and/or amendments, as it deems appropriate. The Emergency Communications District reserves the right to accept or reject in whole or in part any or all bids submitted. It shall accept all responses that are submitted properly. The Emergency Communications District reserves the right to request clarifications or corrections to bid responses. 8.0 Award of Bid The Emergency Communications District reserves the right to negotiate final price and terms of services with the selected vendor. Page 6 of 18

9.0 Insurance requirements Successful bidder will supply proof of product replacement insurance in the amount not less than $250,000 for duration of warehouse period. Successful bidder will also have general liability insurance in the amount not less than $1,000,000, naming the District and the applicable municipality as additional insured. 10.0 PSAP Locations for Installation of Equipment The following are PSAPs located within the Shelby County 9-1-1 Emergency Communications District PSAPs Address 1 Bartlett 3730 Appling Road 38133 2 Collierville 478 Keough Rd. 38017 3 Germantown 1930 S. Germantown Road 38138 4 Memphis PD 201 Poplar 12 th floor 5 Memphis Fire 79 Flicker Street 38104 6 Millington PD 7950 Memphis Road, Millington 38053 7 Shelby County Fire 1075 Mullins Station Rd. 8 Shelby County Sheriff s Office 1075 Mullins Station Rd. BACKUP PSAP Locations Address 1 Bartlett BACKUP 3583 Altruria Road 38134 2 Collierville BACKUP 2823 Houston Levee Road 38017 3 Germantown BACKUP 3031 Forest Hill-Irene Road 38138 4 Memphis PD BACKUP 79 Flicker Street 38104 5 Shelby County Sheriff s Office BACKUP 11670 Memphis Arlington 38002 1 9-1-1 Administrative Offices Address Shelby County 9-1-1 Emergency 3150 Lenox Park Blvd., STE 108 Communications District (No 9-1-1 calls Memphis, Tennessee 38115 are received here). Page 7 of 18

12.0 CAD Interfaces We are interested in a CAD interface for the Memphis Police PSAP Intergraph CAD System, initially. If this is successful then the possibility of having a CAD interface for the other CAD systems at each PSAP is highly desirable. It is our desire to link the Call Record to the basic CAD (Intergraph) fields at the Memphis Police PSAP. Event Number, Event Type, Creation Date/Time stamp, Dispatch Date/Time Stamp, Closing Date/Time Stamp. All of the Intergraph CAD information desired to show up in ecats reports is held in one table named agency_event. Table Name - agency_event Description This table holds event information specific to agencies assigned to events. The records are created by I/CAD only. Copy Type UPDATE Column Sql Server NU Name Type LL Constraint Description varchar(12) num_1 Event Number no Agency "event" number Agency specified event type varchar(16) tycod no used to describe the event which Event Type Code has occurred varchar(80) Verbose description of the event typ_eng yes Event Description type Creation Time varchar(16) Time event was actually added ad_ts no ipstimestamp Stamp into system Dispatched Time Stamp. Time varchar(16) Dispatch Time ds_ts yes ipstimestamp that the first unit was dispatched Stamp to the event. Closing Time varchar(16) xdts Stamp yes ipstimestamp Closing Date/Time Stamp. Unique Identifier eid int no positivenumber Unique Event Id Number generated by the system The Memphis Police PSAP Intergraph CAD database is stored in SQL Server 2008R2. The CAD system resides on a separate domain and network. We are also interested in a pricing breakdown showing the migration cost of each year of historical CAD data. Any associated costs should be listed in SECTION #19.0 Page 15. Page 8 of 18

PSAP Type CAD System 1 Bartlett TriTech 2 Collierville TriTech 3 Germantown New World 4 Memphis Police Department Intergraph CAD / Visions RMS 5 Memphis Fire TriTech 6 Millington Police Department Tritech Vision 7 Shelby County Fire One Motorola CAD System 8 Shelby County Sheriff s Office 13.0 Reports In addition to the Pre-configured Reports and Management Reports included in the standard ECaTS solution, Shelby County is requiring the following custom reports: 13.1 Call Answer Time Report Shelby County 9-1-1 Emergency Communications District desires to have the Call Answer Times report run against the NENA Standard for Call Answer Times and also run against the National Fire Protection Association (NFPA) 1221 (2013 Edition) Standard for Call Answer Times. Any associated costs should be listed in SECTION 19.0 Page 15. 13.2 Agent Performance Knock-out Reports The Shelby County 9-1-1 Emergency Communications District desires to have an automated agent performance report that will assist the District in analyzing operational efficiency. The report should include the following data fields: Agent Name, Shift, Station ID, agent total time logged on, agent total time not ready, total number of calls answered by agent, call returned to queue states (number of times a call was presented to a station/agent and station was made not ready and call returned to queue knock off, number of times calls reached ring threshold at station and was returned to queue ring out ), percentage of calls answered by agent, total number of answered calls, percentage of time agent in ready status, total number of knock off calls, total number of ring out calls and percentage of calls answered at first presentation (i.e. calls not placed in queue under the aforementioned conditions). The report must have the ability to be scheduled based on date/time parameters (i.e. daily, weekly, monthly) designated by Shelby County 9-1-1. Any associated costs should be listed in SECTION 19.0 Page 15. Page 9 of 18

14.0 Invoke ECaTS API to Display Report Results on a Web Page The Shelby County 9-1-1 Emergency Communications District wishes to display Average Call Answer Time for each PSAP on our web site, www.shelbycounty911.org. ECaTS will provide a SOAP API web service to our data. The successful vendor will be required to develop a front end solution that invokes the API and displays the Average Call Answer Time for each PSAP data on our portal/web site. The successful vendor will work with our IT Coordinator to accomplish this. Any associated costs should be listed in SECTION #19.0 on Page 16. 15.0 Migrating of Historical Data It is the desire of the Shelby County 9-1-1 Emergency Communications District to have all the data on our Airbus DS (Cassidian) Enterprise server migrated to ECaTS. This data was originally in the MagIC format and it was migrated over from MagIC to Aurora during the summer of 2011. Shelby County is requiring data importing for ten (10) years of data from the MagIC and Aurora platforms into ECaTS. All of the data is on the Aurora Enterprise server at the administrative offices of the Shelby County 9-1-1 Emergency Communications District. Any associated costs should be listed in SECTION #19.0 on Page 16. Page 10 of 18

16.0 Training Training will be held at the Shelby County 9-1-1 Emergency Communications District computer lab. All attendees will come to this location for the training. List any costs associated with the training listed below and also included any additional training recommended by ECaTS. Any associated costs should be listed in SECTION #19.0 on Page 16. PSAPs Management Training Regional Training # of Separate Classes Total # of Personnel # of Separate Classes Total # of Personnel 1. Bartlett 1 2 2 6 2. Collierville 1 2 2 6 3. Germantown 1 2 2 6 4. Memphis PD 1 3 3 17 5. Memphis Fire 1 3 3 15 6. Millington PD 1 2 1 3 7. Shelby County Fire 1 2 2 6 8. 9. Shelby County Sheriff s Office Shelby County 9-1-1 Office 1 3 3 15 1 3 1 4 TOTALS 9 22 19 78 Page 11 of 18

17.0 Optional Modules The bidder must include the following modules as options to the RFP: 17.1 Text-to-911 Reporting Module: Bidder must include the ECaTS text-to-911 functionality and module as an option to the RFP. Shelby County is considering the ECaTS Text-To-9-1-1 reporting system is a CPE- SMS agnostic reporting system and its ability to provide reporting across all PSAP s in the ECaTS system. The bidder must include the twelve standard ECaTS SMS reports which provide visibility into the number of total messages sent a received, the average time to respond between caller and call taker, tracking of the top MDN s to isolate SMS abusers and full Text-to-9-1-1 transcription, just to name a few. Any associated costs should be listed in SECTION #19.0 on Page 17. 17.2 ECaTS near Real-time Dashboard: Bidder must include the ECaTS near Real-Time Dashboard as an option to the RFP. Shelby County 9-1-1 is considering the ability to monitor 9-1-1 call activity in a near real-time display. For the purposes of a visual representation of actual 911 call activity, answer time, hold time, and other factors, and clearly represent the real-or near-time condition of 9-1-1 within Shelby County Emergency Communications District. The bidder must include the ECaTS near real-time dashboard to assist in the following: Gathering of near real-time intelligence and actionable information to enhance emergency response and public safety anywhere in the State. Ensures near real-time situational awareness Enables enhanced early warning threat identification Supports faster inter-agency resource deployment at drastically reduced response times Offers, in some cases, the potential to proactively prevent loss of life, infrastructure or property. Any associated costs should be listed in SECTION #19.0 on Page 17. Page 12 of 18

17.3 Agent Statistics Module: Bidder must include the ECaTS Agent Statistics Module and the Call-Taker Activity Report specifically called Agent Report. Shelby County is considering the ability to be filter and sort by relevant fields such as date/tie, PSAP and Call-Taker ID/Agent Name. The Agent Report and Agent Activity Module provide all call-taker activity, such as login, logout, busy, not busy, etc. For the purposes of providing supervisors with access to view each agents call taking statistics during a specified date range. The module serves as a dashboard to view agents with the ability to output the results in printable report in Adobe PDF format. Any associated costs should be listed in SECTION #19.0 on Page 17. ** Please Note: Shelby County Emergency Communications District is fully aware of the dependency on agent data currently not released by the CPE equipment (Vesta 4.0). 18.0 Existing SC911 Network for ECaTS Each path is a managed 100 MB Metro-E circuit. These paths are currently used by Airbus DS (Cassidian) to monitor and support all CPE Equipment. These paths would be shared with Airbus DS and ECaTS. Each PSAP has an Aurora server that downloads call records to the Enterprise server in the Shelby County 9-1-1 Administrative offices. The successful bidder and ECaTS will establish a VPN tunnel that will be the point of entry through our firewall. It will be required that the successful bidder meet to discuss the IP addressing and method that the above will be accomplished before any equipment is ordered or shipped, to ensure a successful project. Please list any known costs associated with ECaTS connectivity. Any associated costs should be listed in SECTION #19.0 on Page 17. Page 13 of 18

19.0 Existing SC911 Network Diagram Page 14 of 18

19.0 Costs CAD Interfaces (OPTIONAL) CAD INTERFACES Type CAD Costs 1 Memphis Police Dept. Intergraph / Visions RMS $ ECaTS Reports 1. REPORTS All Reports that are designed for an Airbus DS (Cassidian) Vesta. 2. Section 13.1 - NENA and NFPA Call Time Reports $ $ Costs 3. Section 13.2 Agent Performance Knock-out Reports $ 4. $ 5. $ 6. $ 7. $ 8. $ 9. 10. TOTAL COSTS $ Page 15 of 18

Invoke ECaTS API to Display Results on a Web Page API Development and Display of Report 1. $ 2. $ 3. $ 4. $ TOTAL COSTS $ Migration of Historical Records MIGRATION of RECORDS COSTS 1. Migration of Records $ 2. 3. TOTAL COSTS $ Training Costs if not included 1. 2. 3. TRAINING COSTS TOTAL TRAINING COSTS $ Page 16 of 18

Optional Modules Costs Optional Module COSTS 1. Text-to-911 Reporting Module $ 2. ECaTS near Real-Time Dashboard Module $ 3. Agent Statistics Module $ 4. $ TOTAL TRAINING COSTS $ SC911 Network Network Issues / Meetings 1. $ 2. 3. TOTAL COSTS $ Installation Costs (Nonrecurring) INSTALLATION COSTS Per PSAP x 13 PSAPs 1. Cost for installation $ $ 2. 3. TOTAL COSTS FOR INSTALATION $ Page 17 of 18

Monthly Subscription Costs (Recurring) SUBSCRIPTION COSTS Per PSAP x 13 PSAPs 1. Cost for ECaTS 2. TOTAL MONTHLY SUBSCRIPTION COST 3 Year Contract $ 5 Year Contract $ 7 Year Contract $ Page 18 of 18