1.0       General Introduction  

The Washington Parish Communications District (herein after WPCD) is soliciting written proposals for the immediate selection of Phase II compatible E9-1-1 equipment for installation at the parish’s various Public Safety Answering Points (hereinafter PSAPs).  The selected vendor will provide installation, implementation, upgrades, training and long-term maintenance support for the equipment and software so included in the scope of the request. 

This request for proposals describes certain functions required of the CPE system requested.  It does not describe how a proposed system is to implement these functions, as each Vendor's system will be unique in that respect.

The Washington Parish Communications District was created by the Washington Parish Government on May 17, 1988 under the provisions authorized by Louisiana Revised Statue 33:9101-9106. 

The details of this authority is as follows:

Communication District Authority Given to the Parishes By Bill R.S. 33:9107 in 1983.

Washington Parish Police Jury Enacts Statutes Establishing Washington Parish Communications District on May 17, 1988.

Washington Parish Voters Approve a Levy On All Land Telephones Equaling 5% of the Highest Tariff Rate or $0.55 per Residential Phone and $1.43 per Business Phone on November 10, 1988.

The purpose of the district is to establish and manage operations of an enhanced 911 emergency telephone system in Washington Parish.  The district is governed by a seven (7) member board appointed by the parish government.  Board members receive no compensation.  The Communications District employs two full time personnel to handle the day to day business of the district.

The district has equipped four public safety answering points : Washington Parish Sheriff’s Office,  Franklinton Police Department, Bogalusa Police Department, and Bogalusa Fire Department with enhanced 911 equipment.  Each answering point is staffed by the respective agency’s dispatch personnel

WPCD is soliciting responses from qualified Vendors to this Request for Proposal (hereinafter RFP) as to their solution to provide and fully implement Customer Premise Equipment (hereinafter CPE) that would meet the Parish’s needs of providing Automatic Number Identification (hereinafter ANI), Automatic Location Identification (herein ALI) and be capable of Phase II E9-1-1, that is, displaying wireless and wireline Automatic Location Identification onto a street grid map from the ALI, initiated from a 9-1-1 call.  This is referred as Project Stage One (PSO) in this RFP.  Project Stage One is scheduled to be installed and operational in the first Quarter of 2004.  Funding is currently available for this installation.

WPCD’s may purchase other fully compatible hardware and software options to the main CPE system as system enhancements from the vendor so chosen by this RFP process or from other vendors at their discretion .  Such options include but are not limited to the following :

a.             Computer Aided Dispatch (CAD)

b.            E911 Dispatch Mapping, GIS Software, Phase II capable

c.             Fully Integrated Radio Console with Graphical User Interface (GUI)

d.            AVL Dispatch Equipment

e.             Record Management Software (RMS) utilizing existing data bases

f.              Capability to integrate with State of Louisiana NCIC system

g.             Capability to integrate with Incident Command system software

The selected Vendor will be well established in the design and delivery of public safety E9-1-1 CPE and have the immediate ability to offer solutions and provide viable options towards implementing this system.  The Vendor must have the products and technical expertise to install, implement, and maintain this CPE.  The selected Vendor will provide a system that has the ability to fully integrate with other systems for the automatic generation of a map display initiated by the ALI received when a 9-1-1 call is placed to the PSAP. 

WPCD extends an invitation to your company to submit a written proposal to provide Phase II compatible E9-1-1 CPE system that includes the following:

·        Systems design

·        Computer and telephone hardware

·        Software

·        Project management

·        Interfaces

·        Installation

·        Implementation

·        Training

·        Documentation

·        Maintenance

·        Support

Proposals are for the development and installation of a comprehensive, fully integrated, interactive CPE system.  The system being sought must provide state of the art technology that will satisfy the present and future needs of the Washington Parish 9-1-1 System, as defined by WPCD, and be capable of adapting to existing supplemental and future technological advances in the realm of E9-1-1 GIS integration.  The Vendor should address the requirements for day-to-day operation with the appropriate capabilities, as well as the ongoing operational and management needs for the proposed system. 

WPCD is seeking Vendors that employ the latest technological advances in the field of public safety and who are forward thinking in their approach to complex problem solving.  The intent is to acquire and administer a single E9-1-1 CPE system in Washington Parish, with one selective router located in the Washington Parish Sheriff’s Office , and Integrated Work Stations (IWS) at the four remote PSAP’s, and a Management IWS at the WPCD main office on Cleveland Street, Franklinton, Louisiana.  This configuration is hereafter referred as Project Stage One (PSO) . 

In Project Stage Two, all Integrated Work Stations will be located at one location on Dollar Road in Washington Parish.  At that time, the selective router as well as the integrated workstations will be moved to the new location.   It is therefore requested that the vendor include in their proposal, a strategy for making such a move.

WPCD is seeking to enter into a contract with the most qualified Vendor who can meet or exceed the requirements of this RFP.

It is the desire of WPCD to eventually develop a fully integrated system that will provide superior geographic location technology, while allowing for the continued enhancement of that system.   In planning for the future, WPCD intends to work in partnership with the selected vendor, the   9-1-1 Service Provider and all of the PSAP’s in the Parish towards implementing this system.

Vendors are advised that WPCD 9-1-1 staff will serve as the single point of contact between the Vendor and the Parish during the procurement process.  Vendors are strongly discouraged from contacting any other person(s) involved, directly or indirectly, with this procurement.

2.0       BACKGROUND

2.1.      Phase II Wireless

The Federal Communications Commission (hereinafter FCC) has issued dockets requiring wireless carriers to provide location information from wireless calls to be generated and provided to the PSAPs. There are two phases of these requirements.  Phase I requires the wireless carrier to relay the caller’s ANI and the location of the base station or cell site receiving a 9-1-1 call to the PSAP, through the use of “psuedo-ANI” (hereinafter p/ANI).  The caller’s ANI identifies the caller and the p/ANI identifies the cell site or cell site sector.  The call is then direct trunked to a selective router where the p/ANI is used to look up routing codes to route the call to the geographically appropriate PSAP.  FCC Phase II will require wireless carriers to provide ALI on 9-1-1 calls.  The ALI provided by wireless carriers will be in the form of location coordinates: latitude, longitude, and altitude (x, y, and z). These coordinates will be essential in routing the caller to the correct PSAP.  The PSAP receiving the call must then have a mapping solution in place that receives those coordinates and returns a map projection depicting the caller’s location on a street grid. 

The WPCD 9-1-1 Program has identified the need to have in place a Parish wide mapping system which will not only comply with the FCC Phase II Wireless mandate, but will also enhance the region’s current wireline technologies by providing an automatic map display based on location coordinates as well as site addresses originating from the ALI accompanying a 9-1-1 call.  This system should function in the multiple PSO PSAP environment or in a future single PST  PSAP environment.  The Washington Parish GIS map is currently in development, using Geo-Comm’s GEOPOINT software.

Once a Vendor is selected, it is the intent of WPCD to conduct a pilot project for the installation of the proposed equipment at the Franklinton Police Department’s new facility on 11th Avenue, Franklinton, Louisiana. Upon successful completion of this pilot project, the Vendor will continue with the installation and implementation with the remaining PSAPs.  WPCD expects to have the parish-wide system, Project Stage One, installed and fully functional by the end of the first quarter, 2004..  

2.2       Current Status

The Washington Parish 9-1-1 System has 4 primary and secondary PSAP’s .  Washington Parish, is a rural parish (County) in South East Louisiana (Location: 30.85202 N, 90.04154 W) encompassing 669.6 square miles with a population of  43,185 (1990 Census).   The PSAPs are currently equipped with a variety of CPE including a Positron Lifeline 100 with ICM’s at the Washington Parish Sheriff’s Office and a Positron Friend with IDM’s at the Bogalusa Police Department.  The Franklinton Police Department is connected to the Lifeline 100 at the Washington Parish Sheriff’s Office in a host-client mode, and the Bogalusa Fire Department is connected likewise to the Positron Friend at the Bogalusa Police Department.  A move to a new location on 11th Avenue by the Franklinton Police Department is expected in the last Quarter of 2003, and the equipment herein must be installed in this facility at its opening.

2.3       Public Safety Answering Points

The 9-1-1 public service answering points operating within the Washington Parish 9-1-1 system and covered by this request for proposal are as follows : 

AGENCY

ADDRESS

CITY

TRUNKS

Franklinton Police Department

805 Pearl Street

Franklinton, Louisiana

 

Washington Parish Sheriff’s Office

1002 Main Street

Franklinton, Louisiana

6

Bogalusa Police Department

202 Arkansas Street

Bogalusa, Louisiana

4

Bogalusa Fire Department

202 Arkansas Street

Bogalusa, Louisiana

 

Visits to these PSAP’s must be arranged in advance by the WPCD, and a WPCD representative must accompany all visitors

2.3.1        Public Service Answering Points – Proposed PSO Configuration For This FRP

The Selective Router should be capable of supporting eight remote IWS and integrate with a centrally located logging recorder 

The Integrated Work Stations shown at the Bogalusa Police Department, the Washington Parish Sheriff’s Office, the Franklinton Police Department, and the Bogalusa Fire Department, should be equipped with the following capabilities

a.             Computer Telephony Integration (CTI) for 911 calls only (no admin lines).

b.               ANI/ALI

c.              Integrated TDD

d.            Instant Recall Recorder (IRR)

e.               ACDR Printer

f.           PSAP Time Synchronization Package

g.             Future capability for integrated Computer Aided Dispatch (CAD), E911 Dispatch               Mapping - Phase II capable, Radio Console with Graphical User Interface (GUI), AVL Dispatch mapping, Record Management Software (RMS) utilizing existing data bases, State of Louisiana NCIC system and Incident Command system software.

The Integrated Work Stations shown at WPCD should be equipped with the following capabilities:

a.                   Management – Statistical software

b.                  Access and control of centralized Logging Recorder    

This Project Stage One (PSO) configuration is the scope of work to be presented as such.

2.3.2        Public Service Answering Points – Proposed PST Configuration

The Integrated Work Stations at the Consolidated Communications Center shown above, are those moved from their previous locations, and should be equipped with the following capabilities

            a.         Project Stage One Capabilities plus,

b.         Computer telephony integration for all telephone lines

o.            Computer Aided Dispatch (CAD)

p.            E911 Dispatch Mapping, GIS Software, Phase II capable

q.            Fully Integrated Radio Console with Graphical User Interface (GUI)

r.              AVL Dispatch Equipment

s.             Record Management Software (RMS) utilizing existing data bases

t.              Capability to integrate with State of Louisiana NCIC system

u.             Capability to integrate with Incident Command system software

This Project Stage Two (PST) configuration is not within the scope of this RFP but is presented for background information purposes.  Information presented by the vendors concerning their integration capabilities with PST equipment, will however, be included in the WPCD decision making process.

3.                  GENERAL SYSTEM REQUIREMENTS

3.1.   This section delineates in detail the specific functions required of the CPE system requested.  It does not describe how a proposed system is to implement these functions, as each Vendor's system will be unique in that respect.  It is important, however, that the Vendor describes how their system implements the functions, i.e., how their system will operate.  System design that allows a central or hosted application and permits server and controller sharing among multiple PSAPs will be considered.  In this system design segregation and protection of data, reports, access and administration must be provided.

3.2.   The purpose of the information provided in this document is to assist the Vendor in the preparation of the proposal. The RFP is designed to provide interested Vendors with sufficient basic information to submit proposals meeting minimum requirements, but is not intended to limit a proposal’s content or to exclude specifications to evidence service capability under any proposal.

3.3.   The primary long term goal of these specifications is to provide a complete and satisfactory operating Phase II compatible Enhanced 9-1-1 Emergency Communications System, with ANI and ALI for each Public Safety Answering Points (PSAP) described in this document no later than March 31, 2005, with the implementation of Project Phase Two .  Our immediate goal is to implement Project Phase One no later than March 31, 2004.  Information submitted as it relates to Project Phase Two will be reviewed in order to understand the full capabilities of the vendor’s system.

3.4.   The Vendor shall propose a CPE and software solution that has the capability to ensure reliability, availability, and access 24 hours a day, 365 days a year.  The Vendor must detail the required hardware configuration to support the proposed CPE and Project Phase Two configuration.

3.5.   WPCD, which is managing this project, is releasing the RFP to solicit turnkey proposals for the design, installation, training, service and maintenance of Enhanced 9-1-1 Public Safety Answering equipment. Project Phase One includes the replacement of 4 existing PSAPs.  ALI Database services are to be by Intrado and network services between the selective router and the client IWS are the responsibility of the vendor. A bidder must insure that their installation and cutover plan for the new Enhanced 9-1-1 CPE will not cause an interruption, deviation or degradation of the existing service.

3.6.   Vendors shall also list all exceptions to the functions specified in this RFP.  Failure to do so may be cause for disqualification, or WPCD may direct the Vendor, if selected, to implement the missing features at no cost to the 9-1-1 system participants.  This section also describes general requirements that define the system environment sought by WPCD, such as security features, and user interfaces.

3.7.   Any proposed E9-1-1 CPE and Call Reporting Statistical System must fully integrate with the overall system and be accessible from the WPCD office at 1005 Cleveland Street, Franklinton, Louisiana.

4.                  CPE System Requirements

Vendors submitting a response shall ensure that their solution will meet the following requirements: 

4.1.   This system must contain a centralized selective router to support eight remote IWS.

4.2.   System should allow for direct trunking to wireless providers with digital interfaces such as ISDN PRI/BRI  and T1.

4.3.   Contractor shall be responsible for providing a complete Enhanced 9-1-1 system providing ANI and ALI along with the functions specified in this document.  Responsibility shall include all equipment, installation, maintenance, and training needed to provide the region with a fully operational Enhanced 9-1-1 system.

4.4.   No single point of failure shall render the system non-functional. Vendor shall cite knowledge of system compliance to these specifications, as well as any exceptions.

4.5.   Inclusive Installation - All equipment and installation material required to fulfill the specifications of this document shall be furnished and installed whether or not specifically enumerated in these specifications. The installation will be handled as a turnkey project, inclusive of delivery, installation, review, testing and written acceptance of all equipment from the planning phase to system implementation.

4.6.   Installation & Preparation Responsibility - Installation of all equipment, conduit, wiring, and any necessary cabling and/or trenching shall be the total responsibility of the Vendor. The Vendor will have total responsibility for system compatibility and successful performance. The Vendor will verify that existing equipment room facilities and dispatch areas are sufficient for the proposed system. Any PSAP room preparation and/or modifications must be clearly outlined in the proposal submitted.

4.7.   NENA Equipment Standards - It is the intent of WPCD to meet or exceed the National Emergency Number Association Generic Standards for E9-1-1 PSAP Equipment, as revised, relating to the Vendors proposed system and APCO Project 36 requirements for  communications and integration to future CAD systems.  Vendor shall cite knowledge of system compliance to these specifications, as well as any exceptions.

4.8.   No single point of failure shall render the system non-functional.  A distributed processor architecture shall be used so as to meet the performance demanded by an     E9-1-1 environment. Every module shall function independently of the others. There should be no situation in which a processing bottleneck could occur.  Systems that force incoming calls to wait for an available MF receiver before presenting the call will be given secondary consideration.

4.9.   ALI requests shall be made immediately after ANI has been decoded. Systems that wait for the calltaker to go off-hook before sending requests for ALI will be given secondary consideration.

4.10.     Processing power shall be distributed among the E9-1-1 controller modules. There will be no central controlling module, and all modules shall function independently.  The state of a line interface/call-processing module shall have no effect on the performance of another. Hardware redundancy and automatic switchover shall be provided on the various modules where appropriate. Modules that provide communication to external devices such as ALI databases, administrative ports, and ANI/ALI display equipment shall be configured with redundancy and shall operate independently. One module shall operate in an active mode. The other standby module shall automatically become functional upon failure of the primary module.

4.11.     All power supplies shall be redundant and distributed. A power related fault on an E9-1-1 controller module must not affect the power supplied to other modules. It shall not be necessary to power down the controller in order to replace modules. It shall be possible to remove redundant modules that are in standby mode without any interruption in service. All redundant modules shall be easily accessible.

4.12.     Equipment must provide an uninterruptible power supply (UPS) for a minimum of 20 minutes run time to provide full operation of the E9-1-1 equipment being supplied at each PSAP and at the selective router.

4.13.     The Vendor shall provide documented Mean Time Between Failure (MTBF) ratings of the system components furnished

              4.14.     The E9-1-1 controller shall support a minimum of the current total number of trunks in operation at           each         PSAP to now be at the selective router location.  A minimum of two additional trunks must be supported without requiring software or hardware upgrades other than the additional line interface/call processing cards.

4.15.     Systems must have the capability to interface with multiple telephone company and ALI remote databases for wire-line and wireless providers, as well as future connections such as ACN.

4.16.     Systems must provide for redundancy in regards to data storage and distribution.

4.17.     Systems must be easily accessed by personnel with a moderate amount of technical expertise.

5.                  Specific E9-1-1 CPE Requirements

5.1.   The E9-1-1 controller shall be equipped to perform voice transfers directly within the unit, or alternatively at a tandem central office.  Voice transfers may be either speed or manually dialed.  Once transfer connection is established, the equipment will allow any party disconnect or a three-party voice conference.

5.2.   All types of lines, including E-9-1-1, seven-digit emergency, up to 25 administrative lines and ring down circuits will be terminated.  PSO includes only 911 lines.

5.3.   Each call taker answering position display equipment transfer button shall be programmable with up to four telephone numbers to the same destination.

5.4.   The E9-1-1 controller system shall provide analog connections and start signals for channel bank recorders and call check conversation recorders. The start signal should be activated when the calltaker goes off hook, and deactivate when the call is released. 

5.5.   Three alarm levels will be generated in response to abnormal occurrences requiring the attention of maintenance or supervising personnel:  Minor, Major, Critical

5.6.   A remote maintenance interface shall provide for diagnostic maintenance capability defined as “The ability to locally and/or remotely allow interaction with the E9-1-1 controller for diagnostics and maintenance issues.”

5.7.   A maintenance printer interface shall drive a printer to provide hard copy of system error messages.

5.8.   An automatic call detail record (ACDR) printer shall be provided, and shall provide a print-out every time a call is released. The information contained in each ACDR includes: The caller’s ANI and ALI, Incoming Trunk, Calltaker Answering Position, Transferred Destination, Date, time(s) of the various connect, disconnect and transfer events and other particulars relating to the call.

5.9.   A time and date stamp automatically printed every hour

5.10.     The ability to replace the ACDR printer with an IBM-compatible PC in order to automatically update a database of call detail records shall be provided.

5.11.     Management Information System

5.11.1.  In order to assess usage, allocate resources and identify abuses, a Management       Information System is required. This Management Information System must monitor all lines within the system, including E-9-1-1, seven-digit emergency, administrative lines and ring down circuits.  The system shall produce various duty shift reports, as well as a daily report. 

5.11.2.  The proposed system shall incorporate the E9-1-1 call data records for valuable and accessible analysis of system performance.

5.11.3.  The proposed system shall interface the E9-1-1 call records and telephone information into a PC (personal computer) for efficient storage, search, and retrieval of vitally important data. The proposed MIS system shall provide PSAP Managers with the ability to customize reports using a variety of user defined criteria, and provide the following features:

5.11.3.1.        Provide a total of calls answered per position;

5.11.3.2.        Monitor trunk usage for system performance;

5.11.3.3.        Average call ringing and call handling time per position;

5.11.3.4.        Display call statistics on a real time basis;

5.11.3.5.        Retrieve and display call detail data on demand;

5.11.3.6.        Store ALI call information;

5.11.3.7.        Provide database management functions

5.11.4.  The proposed MIS system shall be remotely accessible by WPCD.

5.12.                    E9-1-1 Controller

5.12.1.  9-1-1 controller shall support dedicated redundant data links to the designated ALI database provider.  A request to the database shall be made as soon as call ANI is  received.  The E9-1-1 controller shall compare the telephone number returned with the ALI to the original ANI sent by the CO, ensuring that caller ALI is matched with ANI. If the received ALI is unclear or incomplete, a calltaker must be able to command the system to repeat the request to the database.

5.12.2.   The Vendor shall describe the standard telephone button configuration and expansion capability. The design shall be modular to allow for future expansion beyond present requirements. All line buttons shall be programmable.

5.12.3.  An add-on feature providing the possibility of establishing a supervised conference consisting of internal and/or external parties shall be provided.

5.12.4.  An emergency queue shall be provided to ensure that all incoming emergency calls are answered in the order in which they are received.

5.12.5.  Last number redial under operator control shall be provided.

5.13.                    Speed Dialing

5.13.1.  A speed-dial feature allowing two-digit code access to 100 speed dial numbers shall be provided.   Speed-dial numbers shall consist of up to 16 digits per number. The speed-dial feature shall be user-programmable only under administrator level access.

5.13.2.  Speed dialing shall be capable of performing primary and secondary dialing for dialing, transfers, conferences, and other functions, such as long distance access, card numbers, pin access. 

5.13.3.  Call-takers shall have the ability to search the speed dial library for a given entry by typing the first few letters of the entry.

5.13.4.  Speed dialing shall support the ability to dial alphanumerically, in example, 1 800 CALL ATT.

5.13.5.  Speed dial access shall be available by either a simple mouse click, keyboard entry, or a combination of both

5.14.     The volume of the ringer may be lowered to a preset minimum, muted or increased at calltaker discretion and will automatically revert to its default level at a specified elapsed time period.

5.15.     The ability of muting the transmit side of the handset shall be provided.  In the alternative some method of notifying a supervisory person by way of a Supervisor Alert, Silent Monitor, and/or Break-In feature shall be provided.

5.16.     The ability to transmit a ring on a ring-down line shall be provided. The ability to cause a momentary disconnect on an emergency line shall be provided as well.

5.17.     The ability to use the telephone console handset/headset with radio systems under the control of the answering position equipment shall be provided.

5.18.     The ability to record all communications occurring at the console shall be provided. The E9-1-1 system design shall provide access leads for connections to a customer-provided voice recorder to be located at the selective router site. The customer premise system designs proposed shall include recall recorder capability for each answering position. The ability of the recall recorder to play and record simultaneously, such that an operator may review a previous call while recording a current call, is required. Start, stop, forward, reverse control feature are also required.

5.19.     All console equipment must be available in both desktop and panel mount configurations, with the exceptions of computer cases, keyboards, monitors and peripherals. Appropriate cabling, connectors and all hardware necessary for the installation and maintenance of the equipment shall be provided.

              5.20.     The system shall have the ability to display the ANI/ALI data on a number of types of screens. These shall vary from LCD type screens to PC based SVGA type display screens. Up to 20 (twenty) digit ANI display capability, two 10 (ten) digit ANI display capability, telephone company identification display, Phase I and Phase II Wireless display capability are requirements of customer premise system being sought. The basic display type shall provide the ability to review the last ten ANI/ALI data screens.

5.21.     The answering position consoles shall be programmable to provide single-button transfer of voice to other emergency response type agencies. The system shall provide up to sixteen (16) single-button tandem transfers, and up to sixty-four (64) tandem transfers with the use of an additional alternate type button.

5.22.     The CPE shall provide the ability to manually request ALI data.

5.23.     If caller ID is subscribed to, the caller ID of calls received over administrative lines shall be displayed on the corresponding answering position’s console and the ANI of the Caller ID feature shall be displayed in the same “ANI screen” as that of an Enhanced 9-1-1 call. 

5.24.     The above named interfaces (E9-1-1 and Caller ID) shall accumulate all of the information required to generate enhanced call records (timing, transfers, ANI/ALI, etc.) and print to a single “Call Records” device.

5.25.      Intelligent Workstations (IWS) and Automatic Call Distribution (ACD)

5.25.1.  The ANI/ALI controller must provide intelligent call distribution of 9-1-1 trunks and administrative lines in PST, at designated PSAPs. The ACD must route the call that has been waiting the longest to the first available operator.

5.25.2.  The answering position shall allow the operator to place up to eight (8) 9-1-1 calls on hold. To assist in retrieving the proper call, operators shall be presented with a list of calls on hold, showing the ANI, the ESN, the trunk number, the time and date at which each call was placed on hold. Operators shall also have the capability of retrieving 9-1-1 calls that have been placed on hold at another operator's position.

5.25.3.  The ANI/ALI controller shall store the ANI/ALI information while the call is on hold hence avoiding repetition of the ALI request.

5.25.4.  The IWS shall allow calltakers to have on-screen access to all telephone features and shall not require a physical telephone instrument.  All standard telephone functions must be available via the Intelligent Workstation. At a minimum these shall include:

5.25.4.1.        Pickup an incoming call;

5.25.4.2.        Hold;

5.25.4.3.        Hold-indicator;

5.25.4.4.        Release;

5.25.4.5.        Cancel;

5.25.4.6.        Transfer/Conference;

5.25.4.7.        Dial/Last Number Redial;

5.25.4.8.        Initiate an outbound call;

5.25.4.9.        Retrieve a held call

5.25.5.  The call queue indicators must show the following types of information:

5.25.5.1.        Number of calls in queue;

5.25.5.2.        The length of time the oldest call has been in queue;

5.25.5.3.        The trunk number or line number of the incoming call;

5.25.5.4.        Line status, i.e. ringing, off-hook, etc.

5.25.6.  The IWS must have the ability to show all trunks and lines associated with each individual queue. This will be a secondary window, accessible by the mouse and/or keyboard. All lines must be accessible to other calltakers after the initial answering of a call. This will allow for both silent monitoring and barge-in type features.

5.25.7.  Vendor shall describe current on-screen access functions and planned future upgrades depicting additional functionality.

5.25.8.  The IWS should be able to offer a great deal of flexibility to provide automatic ANI/ALI information, including supplemental ALI database functions. This feature shall allow the calltaker/administrator to modify the ALI information without affecting the original ANI/ALI data record. Calltakers will have the ability to share this data with other calltaker positions and transfer data to secondary PSAPs.

5.25.9.  Administrators shall have the capability to review data entered and to accept or reject the information as part of the local systems supplemental information file.

5.25.10.                      The IWS shall provide the ability to program buttons to allow for “point and click” access to frequently used features and commands such as fast coding, deferred dispatch and print, on demand.

5.25.11.                      The IWS shall be able to provide a PSAP supervisor with a second-by-second account of all of the activity pertaining to a specific call. Critical information such as time of call, elapsed ring time, and transfers executed should be available for review and documentation. Every sequence of events will be time stamped and marked with the calltaker’s identification.

5.25.12.                      The CPE shall have the ability to interface directly by hot-key with the language interpreter service provider.

5.25.13.                      The IWS shall offer the supervisors and PSAP managers a package of data handling tools to allow the viewing of the center’s activity in real-time, and the capability of filtering and viewing data, in a variety of formats, including active calls, abandoned calls, view incidents by type or by ANI/ALI information. Multiple filters must be able to be combined to view information in detail to provide for improved analysis capabilities.

5.25.14.                      The IWS shall support a local database that provides the calltaker with immediate access to stored information related to a specific ALI record. Such information may include building access, hazard warnings, hazardous material information, etc. This function shall be performed automatically by the CPE, and will be indicated to the calltaker by a predetermined indicator.

5.25.15.                      The IWS, through LAN/WAN, modem or internet connections, shall allow access to external databases. These shall be accessed through terminal emulation-type protocols. Examples include ALERTS/NCIC 2000 interface requirements. All system testing and documentation will be the responsibility of the successful Vendor.

5.25.16.                      The IWS must be programmable to recommend primary transfer destinations based upon the type of incident. The calltaker should have the ability to send various types of data, such as ANI/ALI or supplemental ALI. The CPE shall allow the data to be transferred simultaneously to multiple locations, in a variety of communication modes to contact faxes, other IWSs, and remote printers.

5.25.17.                      The IWS shall transfer information, such as addresses or coordinates to mapping system software with graphical display capability. (ANI, ALI, Mapped ALI, CAD Mapping). All system testing and documentation shall be the responsibility of the successful Vendor.

5.25.18.                      The IWS hardware shall provide for a minimum of fully digital ANI/ALI telephone switch utilizing a minimum 17" LCD color monitor ANI/ALI display, Pentium IV based CPU of  2.2 gHz 25 MB DDR Ram, 40 GB hard drive with multi-tasking capability, with a minimum operating system equal to, or greater than, Window NT 4.0 for the operator position, and digital telephone instruments.  All equipment must comply with any and all applicable FCC regulations, Part 68, Part 15, subpart J. All equipment must meet industry standards (i.e. UL listing, FCC, IEEE). CPE must provide for agency specific protocol for interfaces to future or existing CAD systems. Modem interface capability under NCIC 2000 protocol to ALERTS database must also be possible.

5.25.19.                      9-1-1 call management should be capable of integrating with E911 dispatch mapping software which should be fully integrated into each workstation, to the point that all call taking, ANI/ALI display and mapping functionality can take place on one workstation screen, using one keyboard and one mouse without losing any functionality.

5.26.                    Remote ALI Printers

5.26.1.  The Remote ALI print interface is required to allow the primary PSAP to forward ANI and ALI information along with originating PSAP location and position information to a remote location.

5.26.2.  The remote ALI print interface shall access any secondary PSAP by dialing up to 15 digits on a standard class “C” dial-up line, either loop start or ground start.

5.26.3.  In the event of simultaneous remote ALI print requests, the Remote Print Interface shall buffer and process up to 5 additional requests. 

5.27.                    TDD Capability

5.27.1.  All CPE shall provide an integrated TDD detector for all lines that will detect both Baudot and ASCII protocols. The CPE will allow the call taker to communicate by using the keyboard and/or pre-programmed messages.

5.27.2.  The system shall provide management with the capability to configure and script the predefined messages based on the incident type, such as, but not limited to, POLICE, FIRE, and EMS. 

5.27.3.  The system shall provide the ability to assign predefined messages to “hot keys”, i.e., F1 through F12, or a CTRL key combination.

5.27.4.  The system shall provide a single window for transmitted and received TDD characters, and a separate window for available predefined messages.

5.27.5.  The system shall provide the ability to dump the text of a TDD conversation to a local printer.

5.28.                    PSAP Time Synchronization Package

5.28.1.  The system shall provide a PSAP Time Synchronization package for the purposes of coordinating system-wide timing among the various 9-1-1 systems and support systems within the PSAP, eliminating inconsistent time records. Ideally this Time Synchronization Package will provide the means for the Enhanced 9-1-1 system, Computer Aided Dispatch system, 24 hour logging recorder, display clock(s) and various other systems to operate on the “same” time source. 

5.28.2.  The Master Clock shall receive time from the U.S. National Institute of Standards and Technology Radio Station WWVB or from GPS satellites, and provide legally accepted time stamps.

6.                  Project Stage Two Information

The information contained herein this section is presented for informational purposes.  The vendor is requested, however, to submit data as to successful integrations with other vendors.  It is expected that successful integration exists between a vendor’s own products.  The successful vendor for the WPCD Project Phase One project will be judged at the higher level requirements of integration with other vendor’s products.

6.1                          E911 Dispatch Mapping, Phase 2 Capable

6.1.1.        Project Phase Two systems must be capable of displaying a navigatable geographic map display for wired E9-1-1 calls, wireless E9-1-1 Phase I calls and wireless E9-1-1 Phase II calls in the following general manner and based on the following data:

6.1.2.        Wired E9-1-1 Calls - The ALI address provided in the ALI data packet from the         E9-1-1 Service Provider.

6.1.3.        Phase I Wireless E9-1-1 Calls - The cell site or cell sector unique identifier provided by the p/ANI or in the ALI data, which defines the tower and sector of that tower the 9-1-1 call originated through.  The map must display the tower location as well as a visual indication of the approximate area covered by the radio signals for calls originated through that cell sector.

6.1.4.        Phase II Wireless E9-1-1 Calls - The system shall react to the provision of the caller's latitude and longitude by the wireless carrier as reflected in the ALI data packet provided by the 9-1-1 Service Provider.  The system shall plot an icon on the map at that reported latitude and longitude, and provide the instant ability for the call taker to determine the theoretical address, community name, and ESN of the point on the map at which the caller's icon was placed.

6.1.5.        Please report on the successful integration of your Project Phase One equipment with any of the following vendors for E911 Dispatch Mapping, Phase 2 Capable vendors, the PSAP name, address, and telephone number.

 6.2                          Computer Aided Dispatch, PST

Please report on the successful integration of your Project Phase One equipment with any of the following vendors for CAD , the PSAP name, address, and telephone number

6.3                          Fully Integrated Radio Console and Controllers, PST

Please report on the successful integration of your Project Phase One equipment with any of the following vendors for Fully Integrated Radio Console and Controllers, the PSAP name, address, and telephone number.

6.4                          AVL Dispatch Equipment, PST

Please report on the successful integration of your Project Phase One equipment with any of the following vendors for AVL Dispatch systems, the PSAP name, address, and telephone number.

6.5                          Records Management Software, PST

Please report on the successful integration of your Project Phase One equipment with any of the following vendors for Records Management software, the PSAP name, address, and telephone number.

6.6                          Capability to integrate with Incident Command system software, PST

Please report on the successful integration of your Project Phase One equipment with any of the following vendors for Incident Command system software, the PSAP name, address, and telephone number.

7.                  Maintenance

A secure remote maintenance and diagnostic capability shall be provided by the CPE. The E9-1-1 controller shall be capable of receiving and originating calls to the maintenance center. The statistics accumulated by the internal maintenance program shall be remotely accessed at will to analyze the overall system performance.  Failure/maintenance reports will be provided to WPCD 9-1-1 staff as requested.

7.1.   The system shall automatically disable any faulty unit(s) and ensure all systems functions and features are still in operation. Due to the critical nature of emergency communications, the vendor must be prepared and able to provide on-site service 24 hours a day, 7 days a week, 365 days a year. The vendor shall provide in detail their response to calls for emergency service.

7.2.   The successful vendor must maintain a full maintenance facility located within one day’s travel time of Washington Parish, Louisiana.  Vendors must maintain an adequate supply of spare parts at each PSAP  to meet the requirements of this document.

7.3.   The maintenance provider shall provide documents certifying their system maintenance and follow-up service personnel to be manufacturer trained and certified on the system to be installed. The bidder shall include the names, training records, experience in servicing the proposed equipment, years of experience in trouble-shooting telecommunications networks, systems and devices, and primary function of the proposed personnel who will be providing maintenance and follow on services.

7.4.   The starting time for reported failure shall be notification to vendor service office, documented by the 9-1-1 PSAP site. Starting time does not preclude authorized service personnel from providing a more rapid response when readily available.  If there is no response after two (2) calendar days of a 9-1-1 PSAP site documented request for warranty or maintenance service on fixed site equipment and systems from an authorized service center, the 9-1-1 PSAP site or WPCD may contract with an alternate source. Charges for parts, shipping, handling and labor shall be borne by the vendor.

7.5.   The Vendor shall offer a variety of maintenance service plans including:

Normal Maintenance - is considered as those problems that do not affect the overall performance of the system, but still require attention. The Vendor shall provide response times to the PSAP under Normal Maintenance.  Vendors must define their maximum response time in parameters. The response requirement for qualifying bid responses is four (4) hours, during industry normal business hours.

7.5.1.      Critical Maintenance – is defined as any problem that jeopardizes or degrades the overall performance of the system. The Vendor shall provide response times to the PSAP under Critical Maintenance Vendors must define their maximum response time parameters. The response requirement for qualifying bid responses is two (2) hours, on a twenty-four (24) hour basis, to include weekends and holidays. The areas covered under Critical Maintenance include, but are not limited to:

7.5.1.1.            Network;

7.5.1.2.            Connectivity;

7.5.1.3.            ANI & ALI Controllers;

7.5.1.4.            Electronic sets & telephone controller equipment;

7.5.1.5.            Continuous printers;

7.5.1.6.            Display terminals

7.5.2.      The vendor shall be responsible for scheduling and coordinating work in such a manner as to provide timely response to notification for maintenance/repair. The vendor shall also be responsible for providing each 9-1-1 PSAP site with methods of contacting representatives of the authorized repair facility.  The vendor, WPCD and the 9-1-1 PSAP sites understand and agree that a breach of a service contract concerning response to, and completion of, system service in a timely manner will impact 9-1-1 PSAP site operations. All parties further agree that such impact cannot be accurately measured, or that ascertainment will be difficult. Therefore, the parties agree that for each and every hour the service and/or equipment, or any portion thereof, in inoperable or malfunctioning, that vendor shall pay to WPCD the following monetary amounts specified in Section 7.8.4.

7.5.3.      Total Hours of Reported Failure Damages per Hour

7.5.3.1.            Over 4 hours on Normal Maintenance - One percent (1%) of entire system monthly maintenance cost per four hours

7.5.3.2.            Over 2 hours on Critical Maintenance – Two percent (2%) of entire system monthly maintenance cost per two hours

7.5.3.3.            The amounts will be cumulative, but will not exceed the total system monthly maintenance cost.  Neither the Vendor nor the 9-1-1 PSAP site shall be liable when delays arise out of a cause beyond their control, and without the fault or negligence of either party. Such causes may include, but are not restricted to, acts of God or governmental action. In any event, the party who has been affected by an excusable delay shall immediately give notice of such occurrence to the other party.

7.5.4.      All service shall be performed with the system fully operational. The system shall not be rendered inoperable for the purpose of routine maintenance, system software upgrades or hardware additions.

7.5.5.      WPCD expects to contract long-term with Vendor for maintenance services. Detail any and all known costs anticipated, including software licensing costs and version upgrades.

7.6.   The vendor shall be responsible for all contacts and coordination with the proper telephone company, including 9-1-1 service provider, concerning maintenance and installation of all telephone company maintained circuits and equipment.

7.6.1.      The vendor shall be responsible for the notification of the responsible telephone company for repairs that must be initiated by the telephone company for trunk, circuit, or other similar failures. The vendor shall be responsible for the resolution of all repairs and trouble issues with the responsible telephone company. The vendor shall report to the PSAP when trouble calls have been directed to the Telephone Company and what actions are being taken by the vendor and the Telephone Company to resolve the problems.

7.6.2.      If the vendor directs, in error, a trouble call to the Telephone Company, and Telephone Company charges apply, the vendor shall be responsible for these charges.   

7.6.3.      The vendor shall describe in detail, how it will interact with the 9-1-1 service provider in order to identify and correct problems with telephone service or the      9-1-1 network.

8.                  Third Party Equipment Distributors

8.1.   Equipment manufacturers and third party distributors are encouraged to submit proposals as part of this RFP process.  Equipment manufacturers who are represented by a third party distributor are also encouraged to submit direct bids

8.2.   If the 9-1-1 CPE is purchased through a distributor, such as the 9-1-1 service provider, WPCD will always have access to the original equipment manufacturer and will have standing as a customer of that manufacturer.

8.3.   If the equipment manufacturer establishes a customer user's group, WPCD will be eligible to serve on the user's group and represent agencies within the Washington Parish 9-1-1 system.

8.4.   If a third party distributor is used, WPCD will have direct access to the equipment manufacturer's project manager during the installation period.

9.                  Warranty

9.1.   Vendor shall provide detailed warranty information with response. On each item offered, the following information shall be indicated:

9.1.1.      Exact period of warranty;

9.1.2.      Any special extended warranty offered;

9.1.3.      Any special hours emergency service is offered;

9.1.4.      General statement of warranty policy

9.2.   Manufacturer Original Warranties shall be provided on all equipment. Any exceptions must be noted and explained. 

9.3.   Warranties submitted with the proposal response shall be in lieu of all other warranties, expressed or implied. WPCD shall not assume any warranty or liability on the Vendor’s behalf unless made and agreed to in writing by both parties.

9.4.   Vendor shall warrant the proposed CPE and all components shall be made from new manufactured parts and materials.

9.5.   All system equipment and parts shall be guaranteed for a minimum period of one (1) year against defects in design, materials, and workmanship. The warranty period shall begin upon final acceptance of the system, or when placed into active service by the     9-1-1 PSAP site. The warranty shall cover parts, labor, travel, and all other expenses. The Vendor shall warrant and further guarantee that all equipment furnished shall be of good workmanship, new materials and functionally designed. The equipment shall be operable for the proposed use by the 9-1-1 PSAP site.

9.6.   Warranty of all system equipment shall be the sole responsibility of the vendor responding to this RFP. The warranty for fixed site equipment and systems shall be all-inclusive of twenty-four (24) hours each and every day during the initial warranty period, and as required after the warranty period and during the maintenance period. The vendor shall provide technicians who know the products well, and are manufacturer trained specifically for the equipment and systems.  Technicians will hold factory certification for installed equipment and must respond to fixed sites within the required time if failure of equipment has not otherwise been repaired.

9.7.   The Vendor shall provide on-site service by a technician certified for the failed system equipment within two (2) hours or less of notification of a failure that has not otherwise been repaired.

9.8.   In the event any component part of equipment or materials furnished under these specifications or its subsequent contract(s) becomes defective by reason of material or workmanship during said period, and 9-1-1 PSAP site or WPCD immediately notifies vendor of such defect, vendor shall, at no expense to WPCD or the 9-1-1 PSAP site, repair or replace equipment or component with new equipment or component.

9.9.   Computer components shall be replaced at thirty-six (36) or forty-eight (48) months. Define costs to replace equipment, including expected personnel costs. Also provide a preliminary implementation schedule.

9.10.                    Software components shall be replaced as new software versions are released for mainstream distribution. Define costs to replace and/or upgrade software, including expected installation and training costs. Also provide a preliminary implementation schedule.

9.11.                    The initial warranty will take effect the day the system is accepted by WPCD. This warranty will include specifics on the type of support, what assistance will be offered, and the time frame of the warranty.  Final payment shall be made only after successful implementation at each specified site including all facets of the project (software installation, training, etc.)  Additionally, the Vendor should provide a quote for a maintenance agreement that takes effect after the initial warranty has expired.  During the period of initial warranty, the Vendor shall be obligated to respond to and correct any reported problems with the entire system.

9.12.                    The Vendor shall describe in detail, software maintenance and support programs available after expiration of the warranty.  The Vendor shall provide an itemized summary of all proposed maintenance for each PSAP installation, which specifies each item, individual model numbers and the associated maintenance time period and costs for each component or item. WPCD is requesting an annual renewal option for a minimum five (5) year maintenance period. Other options will be considered.  This shall include how software problems will be resolved, terms of the support and maintenance, and hours of coverage.

9.13.                    The Vendor shall describe its proposed software solution update or upgrade policy.  Specifically, the Vendor shall describe what updates or upgrades are provided with the maintenance plan and how many updates are provided annually.  The Vendor shall also describe its approach to migration support from one release to another, and the historical cost information associated with the migration.

9.14.                    The selected System Vendor must provide 24 hour a day, 365 days per year support for the entire system throughout the implementation phase and beyond, as long as this system is in place.  The Vendor must provide detail of policies that deal with problem escalation for phone support and/or on-site support, such as: in what period of time a Vendor representative must arrive on-site to provide assistance after notification of a problem, and what safety measures/problem resolution techniques are in place should the system problem(s) not be corrected in a specified time period.

10.              System Documentation / Manuals

10.1.                    The vendor shall furnish each PSAP and WPCD two (2) complete bound system equipment manuals upon completion of the system installation. This manual should include the following:

10.1.1.  A complete instructions manual for all equipment in the system.

10.1.2.  Instructions for the determination of trouble reporting, including all trouble report telephone numbers

10.1.3.  A complete schematics and parts lists for all equipment in the system

10.1.4.  A complete and detailed system schematic showing the actual system “as installed”

10.1.5.  All system equipment interconnect wiring shall be clearly marked and documented so that any individual interconnecting wire may be readily identified.

10.1.6.  A complete description of the nature and scope of training functions for PSAP(s) personnel and managers or supervisors must be provided.

11.              Training

11.1.                    Bidder shall detail the training requirements associated with the implementation of the system. All training course content will be subject to review and approval by WPCD. Video taping by WPCD staff will be allowed.

11.2.                    Satisfactory training will take place prior to cutover date. User operator training will be provided by the Vendor for proficiency of use of equipment not more than two weeks prior to cutover date or as customer personnel dictates. Any deficiencies found in the training of the calltaker will require the deficient calltaker to participate in additional training until satisfactory performance is demonstrated.

11.3.                    Vendor provided training shall include:

11.3.1.  General calltaker training prior to conversion

11.3.2.  Supervisor training

11.3.3.  Software training on all aspects of the programmable equipment and services provided by the successful response to this RFP at the request of WPCD.

11.4.                    Training must be on premise at PSAP, or other WPCD-designated location

11.5.                    The Vendor will provide training to selected PSAP personnel and WPCD 9-1-1 Program Staff.  Vendors response will establish the length, type, and location of training to be provided. 

11.6.                    The vendor will supply a fully functional portable demonstration CPE unit for use in the WPCD training program.

12.              Removal of Existing Equipment - Vendor shall be responsible for coordinating its installation schedule with the existing CPE provider to insure timely and coordinated removal of existing CPE.

13.              Proposed Implementation Schedule

13.1.                    Responding vendor shall provide a proposed implementation schedule for the installation of the new equipment. Implementation proposal shall include the order of PSAPs and must be completed and accepted not later than March 31, 2004.  Liquidated damages in the amount of $1,000 per day will accrue if vendor fails to comply.

13.2.                    Vendor’s implementation plan shall explain how existing equipment will be replaced without interrupting current 9-1-1 services.

14.              Delivery & Installation

14.1.                    The equipment shall be delivered to its proper location and installed by the vendor without addition cost or expense to WPCD or local agency, and at the convenience and direction of the WPCD staff.  The equipment shall not be considered accepted until the equipment has been installed and is operating in accordance with all specifications outlined in this document and any related contract.

14.2.                    The equipment installation shall be accomplished with minimal interruption to the normal business operation of the local 9-1-1 agency.  Implementation procedures will be mutually determined by WPCD and vendor.

14.3.                    The Vendor shall assume full responsibility for supervision of the work irrespective of the amount of work sublet, and shall give the work the attention necessary to facilitate and assure completion in accordance with the terms of the contract.

14.4.                    All work shall comply with the applicable national, state and local codes and regulations. 

14.5.                    The Vendor is responsible, at all times, to observe and comply with all applicable laws, and shall protect and indemnify WPCD and its representatives against all claims and liabilities arising from, or based on, Vendor or Vendor-employee violations.

15.              New Equipment Inventory

15.1.                    Upon completion of each site installation, Contractor shall provide to WPCD a complete inventory of all installed equipment.  Inventory should include physical description of each piece of equipment and all pertinent serial numbers.

15.2.                    Inventory will be provided in an electronic spreadsheet format, equal or similar to Microsoft Excel.

16.              Deliverables

16.1.                    This section identifies the deliverable goods, testing and acceptance requirements for the E9-1-1 Project. Physical acceptance of each installation of hardware and software at every PSAP is required.

16.1.1.  Hardware - The hardware required for this project will be predicated upon the Vendor's solution.  Individual testing and acceptance of all required hardware is required.

16.1.2.  Software - The software will be installed and setup by the Vendor.  Individual testing and acceptance of all required project applications is required.

16.1.3.  Training -Vendor will be required to provide on-site training to PSAP personnel and WPCD Program staff prior to implementation.

16.1.4.  Maintenance and Warranty - Delivery of Vendor's maintenance and warranty service information, software license records, and any associated serial number information is required.

17.              Proposal Requirements

17.1.                    Proposal Responses

17.1.1.  Proposals must address each section listed in this document.  It will not be acceptable to rely solely on descriptive or marketing material. Each point by point response from the bidder must indicate Understood, Comply, Non-Comply, or Comply with Exception with an appropriate supporting response.

17.1.2.  Responses for each section should be described in detail including the sequence and timeline, who will be involved, how the information will be gathered, and what the result will be.

17.1.3.  Time lines for each section as proposed by the Vendor must meet the Schedule Outline identified in this document.

17.1.4.  The Vendor must identify a timeline in which WPCD will review and refine the work plan and implementation methodology, as appropriate

17.1.5.  The Vendor must identify significant phases within the timeline in which progress reports will be given to the WPCD Manager

17.1.6.  Vendors shall complete, sign, and submit with the proposal, prior to the deadline for proposals, the proposal certification statement, which is an attachment to this RFP.

17.1.7.  The vendor shall assign a principal staff member to complete this project, and WPCD shall have the right of final approval before this staff member can be reassigned prior to completion of this project.

17.1.8.  A letter from the manufacturer that it will support the proposed equipment for a minimum of seven (7) years from purchase date will be required with bid submission 

17.1.9.  The selected Vendor shall agree that any news releases pertaining to the RFP or the project to which it relates will not be made without prior written approval from, and coordination with, WPCD staff.

17.2.                    Experience of Vendor

17.2.1.  Vendors interested in submitting a proposal shall provide a list of qualifications of the Vendor and/or the staff of the Vendor’s organization who will be involved in the project and a description of previous experience in developing, installing and implementing a multi-PSAP project 

17.2.2.  Vendors shall provide three references from similar projects (include name, address, telephone number, a description of the project to which the reference relates, and date the project was completed)

17.2.3.  Vendors must include a written statement giving WPCD right to investigate the references and past performance of any Vendor, sub-contractor or their employees, with respect to its successful performance of similar services, compliance with the RFP and contractual obligations, and its lawful payment of suppliers, sub-contractors, and workers.