Background - ACOG



9-1-1 ACOGRequest for ProposalsIssued December 19, 2019Table of Contents TOC \o "1-3" \h \z \t "MCP Appendix,1" 1Background PAGEREF _Toc27658301 \h 12Statement of Work PAGEREF _Toc27658302 \h 23General Proposal Requirements PAGEREF _Toc27658303 \h 33.1Solicitation Schedule PAGEREF _Toc27658304 \h 33.2Solicitation Package PAGEREF _Toc27658305 \h 34General Requirements PAGEREF _Toc27658306 \h 124.1Company Description PAGEREF _Toc27658307 \h 124.2Performance Standards and Terms PAGEREF _Toc27658308 \h 124.3Industry Standards PAGEREF _Toc27658309 \h 135Technical Requirements – Part A (ESInet and NGCS) PAGEREF _Toc27658310 \h 175.1ESInet PAGEREF _Toc27658311 \h 175.1.1Architecture PAGEREF _Toc27658312 \h 175.1.2Security PAGEREF _Toc27658313 \h 185.1.3Documentation PAGEREF _Toc27658314 \h 195.1.4Facilities PAGEREF _Toc27658315 \h 195.1.5Monitoring and Alarming PAGEREF _Toc27658316 \h 205.1.6NOC/SOC PAGEREF _Toc27658317 \h 215.2Next Generation Core Services PAGEREF _Toc27658318 \h 225.2.1NGCS Functional Elements PAGEREF _Toc27658319 \h 225.2.2Originating Service Provider and Selective Router Migrations PAGEREF _Toc27658320 \h 225.2.3ALI Transition PAGEREF _Toc27658321 \h 235.2.4Text-to-9-1-1 PAGEREF _Toc27658322 \h 245.2.5Logging and Recording PAGEREF _Toc27658323 \h 245.2.6PSAP Credentialing PAGEREF _Toc27658324 \h 255.2.7NGCS Availability PAGEREF _Toc27658325 \h 265.2.8Training PAGEREF _Toc27658326 \h 265.2.9Other Integrations PAGEREF _Toc27658327 \h 275.2.10Service Level Agreements PAGEREF _Toc27658328 \h 275.2.11Documentation PAGEREF _Toc27658329 \h 285.2.12Service Validation PAGEREF _Toc27658330 \h 295.2.13Personnel PAGEREF _Toc27658331 \h 295.2.14GIS PAGEREF _Toc27658332 \h 295.2.15Tools PAGEREF _Toc27658333 \h 305.2.16Change Management PAGEREF _Toc27658334 \h 305.2.17Pre-Cutover Acceptance Criteria PAGEREF _Toc27658335 \h 315.2.18Cutover Coordination PAGEREF _Toc27658336 \h 315.2.19Preliminary Test Plan PAGEREF _Toc27658337 \h 325.2.20PSAP Final Acceptance Testing PAGEREF _Toc27658338 \h 325.2.21System Final Acceptance Testing PAGEREF _Toc27658339 \h 335.2.22System Acceptance Testing Fault Categories PAGEREF _Toc27658340 \h 345.2.23Migration Plan PAGEREF _Toc27658341 \h 345.2.24Software Release Management PAGEREF _Toc27658342 \h 355.2.25Project Management PAGEREF _Toc27658343 \h 365.2.26Progress Reports PAGEREF _Toc27658344 \h 375.2.279-1-1 ACOG Unique Requirements PAGEREF _Toc27658345 \h 376Technical Requirements – Part B (CHE) PAGEREF _Toc27658346 \h 376.1Implementation Model PAGEREF _Toc27658347 \h 396.2Technical Support PAGEREF _Toc27658348 \h 406.3i3 Compliance PAGEREF _Toc27658349 \h 406.4Multitenant PAGEREF _Toc27658350 \h 406.5Integrated Text-to-9-1-1 PAGEREF _Toc27658351 \h 416.6Real-Time Text (RTT) PAGEREF _Toc27658352 \h 416.7User Profiles PAGEREF _Toc27658353 \h 426.8Redundancy, Reliability, Availability PAGEREF _Toc27658354 \h 426.9Security PAGEREF _Toc27658355 \h 436.10Long-Term Availability PAGEREF _Toc27658356 \h 436.11CAD Interface PAGEREF _Toc27658357 \h 446.12ALI Interface PAGEREF _Toc27658358 \h 446.13Recording PAGEREF _Toc27658359 \h 446.14PSAP Hardware PAGEREF _Toc27658360 \h 456.15Human-Machine Interface PAGEREF _Toc27658361 \h 456.16Distinctive Ring Tones PAGEREF _Toc27658362 \h 466.17Conference Controller PAGEREF _Toc27658363 \h 466.18Call Monitoring PAGEREF _Toc27658364 \h 476.19Call Barge-in PAGEREF _Toc27658365 \h 476.20Callback PAGEREF _Toc27658366 \h 486.21AbandonED Calls PAGEREF _Toc27658367 \h 486.22Repeat Callers PAGEREF _Toc27658368 \h 496.23Real-time Queries PAGEREF _Toc27658369 \h 496.24Speed Dial PAGEREF _Toc27658370 \h 506.24.1Speed-Dial Lists PAGEREF _Toc27658371 \h 506.24.2List Updates PAGEREF _Toc27658372 \h 506.24.3Access Codes and Extra Digits PAGEREF _Toc27658373 \h 516.24.4Library Search PAGEREF _Toc27658374 \h 516.24.5Icons PAGEREF _Toc27658375 \h 526.24.6Alphanumeric Entries PAGEREF _Toc27658376 \h 526.24.7External Data Import PAGEREF _Toc27658377 \h 526.25Automatic Call Distribution PAGEREF _Toc27658378 \h 536.26Real-time Statistics PAGEREF _Toc27658379 \h 546.27Mapping PAGEREF _Toc27658380 \h 556.28Training PAGEREF _Toc27658381 \h 576.29Management Information Systems (MIS) PAGEREF _Toc27658382 \h 586.29.1Administration PAGEREF _Toc27658383 \h 586.29.2Canned Reports PAGEREF _Toc27658384 \h 586.29.3Ad Hoc Reports PAGEREF _Toc27658385 \h 596.29.4Network Printer PAGEREF _Toc27658386 \h 596.30Instant Recall Recorder PAGEREF _Toc27658387 \h 606.31Project Management PAGEREF _Toc27658388 \h 616.32Progress Reports PAGEREF _Toc27658389 \h 626.33Systems Integration PAGEREF _Toc27658390 \h 626.34Change Orders PAGEREF _Toc27658391 \h 636.35Service Interruptions PAGEREF _Toc27658392 \h 636.36Facility Damages PAGEREF _Toc27658393 \h 636.37Storage, Staging, Delivery and Inventory Control PAGEREF _Toc27658394 \h 646.38Codes Compliance PAGEREF _Toc27658395 \h 656.39Grounding PAGEREF _Toc27658396 \h 656.40Transient Voltage Surge Suppression PAGEREF _Toc27658397 \h 656.41Pre-Cutover Acceptance Criteria PAGEREF _Toc27658398 \h 666.42Cutover Coordination PAGEREF _Toc27658399 \h 676.43Testing PAGEREF _Toc27658400 \h 686.43.1Preliminary Test Plan PAGEREF _Toc27658401 \h 686.43.2Site-Specific Test Plans PAGEREF _Toc27658402 \h 686.43.3PSAP Final Acceptance Testing PAGEREF _Toc27658403 \h 696.43.4System Final Acceptance testing PAGEREF _Toc27658404 \h 696.43.5System Acceptance Testing Fault Categories PAGEREF _Toc27658405 \h 706.44Migration Plan PAGEREF _Toc27658406 \h 716.45Product Lifecycle Management (PLM) PAGEREF _Toc27658407 \h 726.45.1Software Release Management PAGEREF _Toc27658408 \h 726.45.2Maintenance and Monitoring PAGEREF _Toc27658409 \h 736.45.3Incident and Trouble Reporting PAGEREF _Toc27658410 \h 736.45.4Escalation Procedures PAGEREF _Toc27658411 \h 746.45.5Software Backup and Restoration PAGEREF _Toc27658412 \h 756.45.6Software Defect Tracking PAGEREF _Toc27658413 \h 756.45.7Spares, Advance Replacement and Warranty PAGEREF _Toc27658414 \h 76Appendix, Attachment and Exhibit Guide PAGEREF _Toc27658415 \h 77Exhibit I: Instructions for Proposal Compliance and Submittal PAGEREF _Toc27658416 \h 78Exhibit II: Certifications of Respondent PAGEREF _Toc27658417 \h 79Exhibit III: Certification Regarding Debarment, Suspension and Other Responsibility Matters PAGEREF _Toc27658418 \h 80Exhibit IV: Certification Regarding Lobbying PAGEREF _Toc27658419 \h 81Exhibit V: Drug-Free Workplace Certification PAGEREF _Toc27658420 \h 82Exhibit VI: Certification Regarding Disclosure of Conflict of Interest PAGEREF _Toc27658421 \h 84Exhibit VII: Certification of Fair Business Practices PAGEREF _Toc27658422 \h 86Appendix A – 9-1-1 ACOG and PSAP Information PAGEREF _Toc27658423 \h 87Appendix B – Performance Standards and Service Level Agreements (Part A) PAGEREF _Toc27658424 \h 101Appendix C – 9-1-1 ACOG Procurement Policy PAGEREF _Toc27658425 \h 107Attachment A – Pricing Matrix PAGEREF _Toc27658426 \h 108Attachment B – Bill of Materials (BOM) PAGEREF _Toc27658427 \h 109BackgroundAssociation of Central Oklahoma GovernmentsACOG is a regional council and voluntary association of local governments in the Central Oklahoma area. Established in June 1966, ACOG is one of 11 councils of governments in the State of Oklahoma, with each regional council having its own organizational structure, bylaws and/or articles of agreement. ACOG operates as a problem-solving and planning organization for coordination and collaboration of local government activities. The five divisions/departments within ACOG are Administrative Services, Transportation Planning Services, Community & Economic Development, Water Resources, and 9-1-1 & Public Safety.9-1-1 & Public Safety DivisionACOG, in partnership with local and state officials, created 9-1-1 ACOG on April 15, 1988, to implement, administer and coordinate the operation of the regional Enhanced 9-1-1 (E9-1-1) emergency communication service in Central Oklahoma. Today, 9-1-1 ACOG manages one of the largest 9-1-1 systems in the state, providing administrative, technical and educational services to 23 public safety answering points (PSAPs) that serve citizens living and working in 50 cities and four counties in Central Oklahoma. They are?locally funded through 9-1-1 service fees on wireline, wireless and Voice over Internet Protocol (VoIP) devices.Through 9-1-1 ACOG Vision and Mission, the region will lead the State of Oklahoma in the adoption of NG9-1-1. Current and Desired StateToday, 9-1-1 ACOG owns, operates, and maintains a fully redundant host/remote Intrado Viper (v5) solution with redundant fiber links to all 23 PSAPs (primary/secondary) to which it provides services. In addition to providing a managed call-handling service, 9-1-1 ACOG provides geographic information system (GIS) services for the region. Solution specifications, network diagrams, and selective router details are in Appendix A.9-1-1 ACOG’s hosted call-handling solution is serviced by AT&T’s selective router (SR) LATA 536, with SR CLLI code OKCYOKUN1ED. This is a 5ESS switch located at Oklahoma City University, 2301 N. Ollie, Oklahoma City, OK.As a leader in public safety telecommunications in the State of Oklahoma, and in alignment with its vision and mission, 9-1-1 ACOG intends to establish the first Next Generation 9-1-1 (NG9-1-1) solution operating in the state. 9-1-1 ACOG prides itself on delivering the highest quality solutions to its member partners and believes that implementation of NG9-1-1 is a necessary step to further enhance 9-1-1 service provided to Central Oklahoma communities and visitors. ACOG’s desire to transition to NG9-1-1 necessitated a 9-1-1 readiness assessment, which recommended procurement of NENA i3-capable routing and functional elements, call-handling equipment (CHE) capable of transition to NG9-1-1, and an Emergency Services Internet Protocol (IP) Network (ESInet) to support Next Generation Core Services (NGCS) call-routing functions. Procurement and implementation of these three elements must recognize the need for interoperability with, and continuing support of, existing legacy systems currently in use. Statement of Work9-1-1 ACOG seeks to accomplish this vision through the following objectives:Transition from a regional agency providing funding and operational support of legacy 9-1-1 solutions to a region operating and supporting NG9-1-1 call-routing and call-handling solutions.Evaluate and/or optimize systems, data, policies, procedures, and organizational structure to adequately support future needs regarding NG9-1-1 system operation. Plan, procure, and implement solutions that provide the greatest value to the agencies and citizens of the region.Carefully and strategically plan and execute necessary organizational and technical objectives with minimal disruptions to stakeholders. As such, 9-1-1 ACOG seeks to procure and implement a standards-compliant Emergency Services IP Network (ESInet) along with Next Generation Core Services (NGCS) and an i3-compliant call-handling solution. The deliverable solutions must be market-ready and capable of agnostic interoperability between call-routing and call-handling elements internal to 9-1-1 ACOG’s solution, and also to future external NG9-1-1 solutions operational in neighboring agencies. 9-1-1 ACOG further desires to provide through this procurement a vehicle for neighboring agencies to procure the same solutions and services selected through the competitive procurement process. Success criteria are solutions capable of operating as a vendor-managed service for the ESInet/NGCS component and as an owned-and-operated solution for the call-handling component, as outlined in Table 1 below. 9-1-1 ACOG desires to own, operate and manage the proposed call-handling solution and desires the ESInet/NGCS solution as a vendor-managed service. Offerors are encouraged to respond to all parts of this RFP: Part A for ESInet and NGCS, and Part B for i3-compliant call handling. Offerors can propose the following combinations: Part A and Part B, or only Part A, or only Part B. Table 1: Desired Implementation Service ModelsNG9-1-1 Elements in RFPRFP ElementPart A – ESInet and NGCSPart B – CHEService ModelAs a managed serviceOwner/OperatorGeneral Proposal RequirementsSolicitation ScheduleEventDateRFP Issued12/19/2019Intent to Respond (Mandatory)1/6/2020Offeror Procurement Meeting (conference call available)1/15/2020Submit Written Questions1/24/2020Response to Written Questions2/3/2020Proposal Due Date3/13/2020Interviews (if applicable)TBDIntent to Award6/1/2020Anticipated Start Date7/1/2020Solicitation PackageThe purpose of this RFP is to solicit proposals for a vendor-managed, standards-compliant ESInet and NGCS solution (Part A), and for an i3-compliant call-handling solution, which will be owned, operated, and managed by 9-1-1 ACOG.A complete proposal response will consist of:Completion of Section 3.2, N: standard terms and conditions, items 1 through 21 reviewed and “Understood” boxes checked, Section 3.2, O: special terms and conditions reviewed and “Understood” box checked, Section 3.2, P: testing reviewed and “Understood” box checked. Completion of Section 4.1 Company Description, items A through E. Completion of Section 4.2: General Technical Requirements – Industry Standards. The industry standards table has been reviewed and the “Understood” box checked. If the offeror intends to offer a Part A solution, completed requirements table(s) for Section?5: Technical Requirements – Part A (ESInet and NGCS), and Attachment B Pricing MatrixIf the offeror intends to offer a Part B solution, completed requirements table(s) for Section?6: Technical Requirements – Part B (CHE), and Attachment B Pricing MatrixA vendor procurement call will be held on:Date/Time:January 15, 2020, at 10am CentralLocation:4205 N. Lincoln Blvd.Oklahoma City, OK 73105Conference bridge number will be provided to those vendors that have indicated their intent to respond by the deadline date of January 6, 2020 but are unable to attend in person. See Section 3.1– Solicitation Schedule. Offerors who have indicated their intent to respond and participate in the Offeror Procurement meeting on January 15, 2020 may at their discretion coordinate for site visits prior to submitting proposals. Prior coordination must be made with the following: PSAP Site visits: five days prior notice with Robin Murray: rmurray@Data Center Site visits – two days prior notice with Chris Camp: ccamp@Questions regarding the request for proposals must be submitted in written format by email no later than 4pm Central on Friday, January 24, 2020. Responses to questions from Offerors will be issued on Monday, February 3, 2020. Questions should be addressed to the following recipients:Patricia Buckley: pbuckley@Chad Brothers: chadbrothers@Project funding for non-recurring costs associated with this procurement will be derived from 911 ACOG fund reserves. Funding for ongoing operations will be through the fees-collection processes established by ACOG. This procurement instrument is in accordance with Title 74, Section 1003 et.al. of the Oklahoma Statutes – “Interlocal Cooperation Act,” Title 61, Section 103 of the Oklahoma bids/proposals statutes, and specific grantor purchasing standards, and as such proposals shall include a fixed price for services/solutions rendered. Proposals are due at ACOG’s office by the close of business, 4:00 p.m. Central, on Friday, March 13, 2020. Proposals shall be date/time stamped upon receipt. Late submissions will not be considered for award. Address and office of where letter of intent, written questions, references, and proposal should be sent:Mark W. Sweeney, AICP, Executive Director9-1-1 ACOGATTN: Patricia Buckley, Procurement Administrator4205 N. Lincoln Blvd.Oklahoma City, OK 73105A copy of Section 1-113 of the procurement policy, Public Access to Procurement Information. See Appendix C: ACOG Procurement Policy. “Procurement Information shall be a public record to the extent provided by the Oklahoma Open Records Act, as applicable, and shall be available to the public as provided therein. If a proposal contains information that the bidder considers proprietary and does not want disclosed to the public or used for any purpose other than the evaluation of the offer, all such information must be indicated and clearly marked on each page of the proprietary or confidential document(s). The information submitted during a procurement process is protected from disclosure until a contract is awarded. All proposals are open for public inspection after the contract is awarded, but proprietary and confidential information in the proposals are not open for public inspection.” Proposal evaluation shall be based on evaluation factors that are unique to this project. The maximum points assigned to each evaluation factor shall be based on the weighted importance of each factor to the project and the maximum total points available for the evaluation, which is 100 points. Proposal will be awarded to the offeror earning the greatest number of total points. Part A (ESInet / NGCS) – Evaluation FormEvaluation FactorAvailable PointsGeneral Requirements15 points maxTechnical Requirements25 points maxService15 points maxPricing15 points maxExperience15 points maxTerms & Conditions10 points maxReferences5 points maxPart B (CHE) – Evaluation FormEvaluation FactorAvailable PointsGeneral Requirements15 points maxTechnical Requirements25 points maxService15 points maxPricing15 points maxExperience15 points maxTerms & Conditions10 points maxReferences5 points max9-1-1 ACOG recognizes that price is of considerable importance to stakeholders within the COG; however, delivering and maintaining a highly reliable, technically advanced NG9-1-1 solution is equally important. Thus 9-1-1 ACOG will be evaluating for the “best value” solution. The procedure for protesting solicitations for proposal or the award procedure is documented in ACOG procurement policy, Article V: Resolution of Controversies, 5-101 Protest of solicitations and awards. For the specific language on submitting a protest and after actions, please refer to Section 5-101 of the ACOG procurement policy in Appendix C of this proposal. Note that protests for 9-1-1 ACOG proposals are directed to 9-1-1 ACOG’s board of directors instead of ACOG’s board of directors, as detailed in the procurement policy. The following addresses negotiation rights and requirements with respect to clarifying, explaining and verifying any aspect of a proposal submitted in response to an RFP. Per Section 3-202 – Negotiated Procurement from ACOG’s procurement policy, procurements may be negotiated if the procurement is for high-technology products or services. Competition and confidentiality shall be obtained to the maximum extent practicable. The proposals shall be opened in a manner that avoids disclosure of the contents to competing offerors and keeps the proposals secret during negotiations. Results of each negotiation shall be documented, especially the reasons for the elimination of a proposal after negotiations. Award must be based upon the weighted evaluation factors set forth in this RFP. Negotiations (written or oral) shall be conducted with all responsible, responsive offerors deemed to be in the competitive range, i.e., have a reasonable chance of being selected for award. The competitive range is determined by a technical evaluation of proposals received based upon the evaluation factors. Review and rating of proposals must be consistently applied to assure equal treatment and an arms-length transaction. Data collected in the cost-reasonableness review should be used to outline strengths and weaknesses of the proposed budget. All changes resulting from negotiations should be documented. Standard terms and conditions are those conditions for doing business with ACOG, and which remain constant for all contracts and purchases, unless specifically deleted. Uniform Commercial Code standard terms and conditions also may be utilized. 9-1-1 ACOG is exempt from Oklahoma limited sales, federal excise and use tax, and does not pay tax on purchase, rental, or lease of tangible personal property for the organization’s use. A tax exemption certificate will be issued upon request. FORMCHECKBOX Understood9-1-1 ACOG reserves the right to accept or reject any and/or all submissions or to cancel this notice at any time. FORMCHECKBOX UnderstoodA response to this RFP does not commit 9-1-1 ACOG to a purchase contract, or to pay any costs incurred in the preparation of such response. FORMCHECKBOX UnderstoodUnless the offeror specifies otherwise in its proposal, 9-1-1 ACOG may award the contract for any items/services, or group of items/services, in the RFP and may increase or decrease the quantity specified. FORMCHECKBOX Understood9-1-1 ACOG reserves the right to hold and accept any proposals received by the submission deadline for a period of 90 days after the deadline if a determination has not been made for a contract award. FORMCHECKBOX Understood9-1-1 ACOG reserves the right to negotiate the final terms of all purchase contracts with selected offeror(s) and such contracts negotiated as a result of this RFP may be renegotiated and/or amended to successfully meet 9-1-1 ACOG’s needs. FORMCHECKBOX Understood9-1-1 ACOG reserves the right to waive any defect in this procurement process or to make changes to this solicitation as it deems necessary. 9-1-1 ACOG will provide notifications of such changes to all offerors recorded in the official record (i.e., distribution log/receipts record) as having received or requested this RFP document. FORMCHECKBOX Understood9-1-1 ACOG reserves the right to: contact any individuals, agencies, or employers listed in a submission; contact others who may have experience and/or knowledge of the offeror's relevant performance and/or qualifications; and request additional information from any offeror(s). FORMCHECKBOX Understood9-1-1 ACOG reserves the right to conduct a review of records, systems, procedures, etc., of any entity selected for funding. This may occur prior to, or subsequent to, the award of a purchase contract. Misrepresentation of the offeror's ability to perform as stated in the qualification submittals may result in cancellation of the purchase contract award. FORMCHECKBOX Understood9-1-1 ACOG reserves the right to withdraw or reduce the amount of an award, or to cancel any contract resulting from this procurement if adequate funding is not available. FORMCHECKBOX UnderstoodOfferor shall not, under penalty of law, offer or provide any gratuities, favors, or anything of monetary value to any officer, member, employee, or agent of 9-1-1 ACOG to substantively or effectively influence favorable disposition toward its own submission or any other submitted hereunder. FORMCHECKBOX UnderstoodNo employee, officer, or agent of 9-1-1 ACOG shall participate in the selection, award, or administration of a contract if a conflict of interest, real or apparent, exists. FORMCHECKBOX UnderstoodOfferor shall not engage in any activity that will restrict or eliminate competition. Violation of this provision may cause an offeror's bid to be rejected. This does not preclude joint ventures or subcontracts. FORMCHECKBOX UnderstoodAll proposals submitted must be an original work product of the offeror. The copying, paraphrasing, or other use of substantial portions of the work product of others and submitted hereunder as original work of the offeror is not permitted. Failure to adhere to this instruction may cause the proposal submission(s) to be rejected. FORMCHECKBOX UnderstoodThe only purpose of this RFP is to ensure uniform information in the selection of proposals and procurement of services. This RFP is not to be construed as a purchase contract, or as a commitment of any kind, nor does it commit 9-1-1 ACOG to pay for costs incurred prior to the execution of a formal contract, unless such costs are specifically authorized in writing by 9-1-1 ACOG. FORMCHECKBOX UnderstoodThe contents of a successful proposal submission may become a contractual obligation, if selected for contract award. Failure of the offeror to accept this obligation may result in cancellation of the award. No plea of error or mistake shall be available to the selected offeror as a basis for release of proposed services at the stated price/cost. Any damages accruing to 9-1-1 ACOG from the offeror's failure to contract may be recovered from the offeror. FORMCHECKBOX UnderstoodA contract with the selected offeror may be withheld at the sole discretion of 9-1-1 ACOG if issues of contract compliance or questioned/disallowed costs exist, until such issues are satisfactorily resolved. Contract award may be withdrawn by 9-1-1 ACOG if resolution is not satisfactory to 9-1-1 ACOG. FORMCHECKBOX Understood9-1-1 ACOG is the responsible party for handling complaints or protests regarding the proposal(s) selection process. This includes, but is not limited to, disputes, claims, protest of award, source evaluation or other matters of a contractual nature. Offeror agrees—to the extent possible and not in contravention of any applicable state or federal law or procedure established for dispute resolution—to attempt to resolve any dispute between the offeror and 9-1-1 ACOG regarding this process, informally through voluntary mediation, arbitration or any other local dispute mediation process—including but not limited to the dispute-resolution policies of 9-1-1 ACOG—before resorting to litigation. FORMCHECKBOX UnderstoodAt all times during the term of a contract resulting from this procurement, the offeror shall procure, pay for, and maintain, with approved insurance carriers, the minimum insurance requirements set forth below, and shall require all contractors and subcontractors performing work for which the same liabilities may apply under this contract to do likewise. The offeror may cause the insurance to be affected in whole or in part by the subcontractors or sub-subcontractors under their contracts. 9-1-1 ACOG reserves the right to waive or modify insurance requirements at its sole discretion.Workers’ Compensation: Statutory limits and employer’s liability of not less than $100,000 for each accident. Commercial General Liability (CGL):Minimum required limits:(i)$1,000,000 per occurrence(ii)$1,000,000 general aggregateCGL policy shall include:(i)Coverage A: Bodily injury and property damage(ii)Coverage B: Personal and advertising injury liability(iii)Coverage C: Medical payments(iv)Products: Completed operations(v)Fire legal liabilityPolicy coverage must be on an “occurrence” basis using CGL forms as approved by the Oklahoma State Board of InsuranceAttachment of Endorsement CG 20 10 – additional insuredAll other endorsements shall require prior approval by 9-1-1 ACOG Comprehensive Automobile/Truck Liability: Coverage shall be provided for all owned, hired and non-owned vehicles. Minimum required limit: $500,000 combined single limit. Professional Liability:Minimum required limits:(i)$1,000,000 each claim(ii)$1,000,000 policy aggregate FORMCHECKBOX UnderstoodOfferor shall defend, indemnify, and hold harmless 9-1-1 ACOG, 9-1-1 ACOG’s affiliates, and any of their respective directors, officers, employees, agents, subcontractors, successors, and assigns from any and all suits, actions, claims, demands, judgments, liabilities, losses, damages, costs, and expenses (including reasonable attorneys’ fees and court costs) (collectively, “losses”) arising out of or relating to: Services performed and carried out pursuant to the contract Breach of any obligation, warranty, or representation in the contractNegligence or willful misconduct of offeror and/or its employees or subcontractorsAny infringement, misappropriation, or violation by offeror and/or its employees or subcontractors of any right of a third party, provided, however, that offeror shall have no obligation to defend, indemnify, or hold harmless to the extent any losses are the result of 9-1-1 ACOG’s gross negligence or willful misconduct. FORMCHECKBOX UnderstoodIt is expressly understood and agreed by both parties that, if the performance of any provision of a contract resulting from this procurement is delayed by force majeure, the party so obligated or permitted shall be excused from doing or performing the same during such period of delay, so that the period of time applicable to such requirement shall be extended for a period of time equal to the period of time such party was delayed. Each party must inform the other in writing within a reasonable time of the existence of such force majeure. Force majeure is defined as reason of war, civil commotion, act of God, governmental restriction, regulation or interference, fire, explosion, hurricane, flood, failure of transportation, court injunction or any circumstances that are reasonably beyond the control of the party obligated or permitted under the terms of the contract to do or perform the same, regardless of whether any such circumstance is similar to any of those enumerated herein. FORMCHECKBOX UnderstoodSpecial terms and conditions are those terms and conditions not always required, but which are required for the particular contract or purchase. FORMCHECKBOX UnderstoodOfferor shall provide in its proposal provisions for onsite testing as necessary to validate that all PSAPs have been integrated successfully; that remote testing with originating service providers (OSPs) has occurred where necessary; and that inspections by third-party vendors has been conducted to verify that the service(s) and/or solution(s) are in compliance with the contract’s scope. FORMCHECKBOX UnderstoodMethod of PaymentInvoices will be submitted to 9-1-1 ACOG’s director at the completion of each agreed-upon deliverable. 9-1-1 ACOG’s director will review each invoice against the contract and sign a payment authorization before sending to ACOG’s executive director for approval. The payment authorization packet is then sent to the Finance Division to initiate payment in accordance with the regular schedule of claims being approved and paid at the monthly meeting of 9-1-1 ACOG’s board of directors. Unless another payment schedule is agreed upon, payments shall be made as follows:Non-recurring costs:25%50%75%100%Upon Completion of the Project PlanUpon Installation CompletionUpon Completion of Pre-Production TestingUpon System AcceptanceRecurring costs:Monthly agreed-upon rates upon implementation of all PSAPs in 9-1-1 ACOG’s service area.General RequirementsCompany DescriptionOfferor will include a brief description of company background, including history, experience, products, capabilities, and vision for the future, as well as any distinguishing characteristics that delineates its solution from other companies’ solutions. Offeror’s description to include with the proposal response: Background and experienceCompany visionCompany financial stability statementDistinguishing solution characteristicsPending litigationReferences (at least three that demonstrate similar implementation of the service model solution proposal). References should be in sealed envelopes from the reference and mailed to the address listed in Section 3.2.H. FORMCHECKBOX UnderstoodPerformance Standards and TermsPlease refer to Appendix C for performance standards and service level agreements (SLAs) related to Part?A.Industry Standards9-1-1 ACOG seeks a standards-based solution that complies with nationally accepted standards and requirements applicable to IP network architecture, security, and interface functionality. All aspects of the offeror’s proposed system design, deployment, operation, and security shall be in full compliance with the standards, requirements, and recommendations identified in the following documents. Standards-development organizations (SDOs) include:Association of Public-Safety Communications Officials (APCO)Central Station Alarm Association (CSAA)National Emergency Number Association (NENA)Oklahoma Geographic Information Council (OGIC)Alliance for Telecommunications Industry Solutions (ATIS)Department of Justice (DOJ)Internet Engineering Task Force (IETF)North American Electric Reliability Corporation (NERC)National Institute of Standards and Technology (NIST)Telecommunications Industry Association (TIA)Table SEQ Table \* ARABIC 2: Adopted StandardsSDOStandard IDStandard TitleStandard DescriptionLatest Revision/ Release DateAPCO/ CSAA2.101.2-2014Alarm Monitoring Company to PSAP Computer-Aided Dispatch (CAD) Automated Secure Alarm Protocol (ASAP)Provides detailed information on data elements and structure standards for electronic transmission of new alarm events from an alarm monitoring company to a PSAP.Version 2August 5, 2014APCO/ NENA1.102.2-2010Public Safety Answering Point (PSAP) Service Capability Criteria Rating ScaleAPCO and NENA jointly have developed an assessment tool to evaluate current capabilities of the PSAP against models representing the best level of preparedness, survivability, and sustainability amidst a wide range of natural and manmade events.Version 2July 28, 2010APCO/ NENAAPCO/NENA 2.105.1-2017NG 9-1-1 Emergency Incident Data Document (EIDD)Provides a recommended list of data components, the relationships between components, the data elements contained within each data component, and the registries that control the available values for appropriate data elements. Initiates the process to create a National Information Exchange Model (NIEM).January 3, 2017ATISATIS-0500017Considerations for an Emergency Services Next Generation Network (ES-NGN)Identifies standards and standards activities that are relevant to the evolution of emergency services networks in the context of next-generation telecommunications networks.Version 1June 2009DOJCJISD-ITS-DOC-08140-5.6Criminal Justice Information Services (CJIS) Security PolicyProvides information security requirements, guidelines, and agreements reflecting the will of law enforcement and criminal justice agencies for protecting the sources, transmission, storage, and generation of criminal justice information.Version 5.6June 5, 2017IETFRFC 3261SIP: Session Initiation ProtocolDescribes the SIP, an application-layer control (signaling) protocol for creating, modifying, and terminating sessions (including Internet telephone calls, multimedia distribution, and multimedia conferences) with one or more participants.Version 1July 7, 2002IETFRFC 3986Uniform Resource Identifier (URI): Generic SyntaxDefines the generic URI syntax and a process for resolving URI references, along with guidelines and security considerations for the use of URIs on the Internet.Version 1January 2005NENA/ APCOREQ-001.1.2-2018Next Generation 911 PSAP RequirementsProvides requirements for functions and interfaces between an i3 PSAP and NGCS, and among functional elements associated with an i3 PSAP.Version 1.2April 5, 2018NENA/ APCOINF-005Emergency Incident Data Document (EIDD) Information Document(Superseded by APCO/NENA 2.105.1-2017)Provides a recommended list of data components, their relationships to each other, the data elements contained within each data component, and the registries that control the available values for appropriate data elements. Initiates the process to create a National Information Exchange Model (NIEM).February 21, 2014Scheduled to be replaced by a standards documentNENASTA-015.10-2018Standard Data Formats for 9-1-1 Data Exchange & GIS MappingEstablishes standard formats for Automatic Location Identification (ALI) data exchange between service providers and database management system (DBMS) providers, a GIS data model, a data dictionary, and formats for data exchange between the ALI database and PSAP controller equipment.Version 10August 12, 2018NENASTA-008.2-2014Registry System StandardDescribes how registries (lists of values used in NG911 functional element standards) are created and maintained.Version 2October 6, 2014NENA08-002Functional and Interface Standards for NG9-1-1 (i3)Establishes standards for functions and interfaces between elements within an ESInet and describes the relationship between NENA standards and the standards of other SDOs, such as the Internet Engineering Task Force (IETF) and 3GPP/3GPP2.Version 1December 18, 2007NENASTA-010.2-2016Detailed Functional and Interface Specifications for the NENA i3 SolutionBuilds upon prior NENA publications including i3 requirements and architecture documents and provides additional detail on functional standards.Version 2September 10, 2016NENA08-501Network Interface to IP Capable PSAPProvides technical requirements for the development of IP-based interfaces between the network and PSAP customer premises equipment (CPE) in an NG911 transitional environment.Version 1June 15, 2004NENAINF-016.2-2018Emergency Services IP Network Design for NG9-1-1 (ESIND)Provides information that will assist in developing the requirements for and/or designing an i3-compliant ESInet.Version 1April 5, 2018NENA08-751Technical Requirements DocumentProvides requirements for ESInet architecture and security, among other i3 PSAP functions, and establishes a foundation for future i3 standards development.Version 1September 28, 2006NENA75-001Security for Next Generation 9-1-1 (NGSEC)Establishes the minimal guidelines and requirements for levels of security applicable to NG911 entities.Version 1February 6, 2010NENAINF-015.1-2016NG9-1-1 Security Information DocumentProvides mechanisms and best practices for cybersecurity for i3 systemsVersion 1December 8, 2016NERCCIP 002-CIP 009Critical Infrastructure ProtectionAddresses the security of cyber assets essential to the reliable operation of the nation’s critical infrastructure.Version 1December 16, 2009NISTFIPS 140-2Security Requirements for Cryptographic ModulesSpecifies security requirements that will be satisfied by a cryptographic module utilized with a security system protecting sensitive but unclassified information.Version 1December 3, 2002Update in progressNISTCybersecurity FrameworkFramework for Improving Critical Infrastructure CybersecurityProvides standards, guidelines, and best practices that promote the protection of critical infrastructure.Version 1.1April 16, 2018OGICNG911 and Address Standard DocumentState of Oklahoma Geographic Information NG911 and Addressing Standard Serves as the primary reference document for Next Generation 911 (NG911) Geographic Information System (GIS) Components and Address standard in the State of Oklahoma regarding GIS based addressing. Standard is mandatory for NG911 in the State of Oklahoma. Version 2.1February 7, 2019TIATIA-942-ATelecommunications Infrastructure Standard for Data CentersSpecifies the minimum requirements for telecommunications infrastructure of data centers and computer rooms, including single-tenant enterprise data centers and multi-tenant Internet-hosting data centers.Revision AMarch 2014As industry standards evolve, the offeror’s solution shall be upgraded to maintain compliance with the current version of established industry standards. The offeror’s solution shall support new IP network and security industry standards within 18 months of ratification of applicable industry standards. Compliance requirements apply also to the supporting standards referenced within each standard. As solution updates are made to maintain compliance, the solution shall not abandon services or feature functionality in place at the time of the solution upgrade. The offeror shall uncover any performance or feature changes prior to the upgrade and report them to 9-1-1 ACOG for approval. FORMCHECKBOX UnderstoodTechnical Requirements – Part A (ESInet and NGCS)As identified in Section 2, Table 1, 9-1-1 ACOG desires to procure NGCS and ESInet as a service. As such, offerors responding to Part A of this RFP shall provide solutions that conform to this implementation approach. 9-1-1 ACOG offers no instruction on preference as to the physical location of the “service”—for example, cloud-based or premises-based—but rather seeks the best value for compliance to the technical requirements to accomplish the service. Further, given the nature of the procurement, which also seeks to acquire an i3-compliant call-handling solution as outlined in Part B, offerors only responding to Part A are encouraged to familiarize themselves to the nature of the implementation approach being requested, so as to inform their response to Part A and the needs for integrating the NGCS/ESInet service to an owner/operator model for call-handling. ESInetArchitectureOfferor’s ESInet solution must comply with the followingCompliesDoes Not ComplyPartially CompliesHas diverse entrance facilities for core sites and hosted call-handling facilitiesHas no single points of failureUses open standardsSupports IPv4 and iPv6 dual protocol stacksSupports Bidirectional Forwarding DetectionSupports multicast routing and switchingSupports quality of service (QoS) marking using Differentiated Service Code Point (DCHP)Shall have a network traffic convergence of less than 54 milliseconds (ms)Has a Mean Opinion Score (MOS) of 4.0 or betterIs scalable to support growth by 50 percentIs capable of interfacing with other i3-compliant ESInetsProvides redundant in-LATA POI for Originating Service ProvidersFailure of any single instance of a hardware or software element, or physical connection, shall not negatively impact overall solution performanceAll network-connected elements must support at least two redundant network interfacesAll powered devices must include a minimum of two redundant power supplies (each of which must be able to power the device, alone, and which would be connected to separate circuits) OR be connected to a power-transfer device that allows a single power supply to be connected to two isolated power sources (i.e., circuits) with automatic, uninterrupted failover, in the event the primary circuit failsDetails to support the response:SecurityOfferor shall:CompliesDoes Not ComplyPartially CompliesProvide a completed NENA NG-SEC compliance matrixHave a security plan (physical and network)Have a credentialing plan/process for external entitiesPerform proactive analysis of the network for vulnerabilitiesProvide a defined continuity of operations plan (COOP) as well as a disaster recovery (DR) planProvide access reports from facilities down to the individual device levelRequire multifactor authentication for any access to externally accessible portals, user interfaces (UIs), etc. (Policy Routing Function portal, reporting portal, system dashboards, etc.)Details to support the response:DocumentationOfferor shall provide:CompliesDoes Not ComplyPartially CompliesProposed network design (transitional and end state)As-built documentation within 30 days of system acceptanceNetwork interface specifications for ESInetsNetwork interface specifications for CHEUser's guide for all user-accessible solution elementsDetails to support the response:FacilitiesOfferor facilities shall comply with the following:CompliesDoes Not ComplyPartially CompliesRedundant power (uninterruptible power supply [UPS] system and generatorAll power sources must be redundant and diverse (i.e., at least two separate circuits) with UPS system and generator backup for a minimum of 24 hoursRedundant entrance facilitiesDiverse provider facilitiesSecured rack spaceMinimum Tier 3 ratedHardened facilities that can withstand F5-category winds up to 318 miles per hourDetails to support the response:Monitoring and AlarmingOfferor shall provide the following monitoring and alarming: CompliesDoes Not ComplyPartially CompliesPhysical access monitoring and reportingAutomated network node monitoring and alarmingIntegrated alarming and ticketing systemAbility to display network node status in a client-facing dashboardEvent logging and reportingAbility to replicate select alerts to a third-party monitoring/reporting systemUser-definable notification levels and recipients, text or email delivery optionsDetails to support the response:NOC/SOCOfferor shall provide the following NOC/SOC capabilities:CompliesDoes Not ComplyPartially Complies24 x 7 x 365 staffed NOC/SOCAbility for users to submit tickets by phone, email, and direct ITSM user access for incidents, problems, and changesPerform outward notifications and updates of customer tickets through phone, email, and textHave an executive dashboard with (near) real-time updates of tickets and network statusComply with SLAs for notification and ticket resolutionReason for outage (RFO) reports and regulatory compliance according to Federal Communications Commission (FCC) standardsPreliminary RFO reports are due to 9-1-1 ACOG within 5 business days; final root-cause analysis within 30 calendar days Media contact for any outage or service failureGovernment and regulatory contact for any outage or service failureContinuity of operations plan (COOP)Access to technical staff for escalationsCompliance with Statement on Standards for Attestation Engagements Number 16 (SSAE 16)Support of eBonding in the ITSM platformSupport of third-party NOC/SOC integrationsHave established escalation proceduresDetails to support the response:Next Generation Core ServicesNGCS Functional ElementsOfferor shall provide an NGCS solution that includes (at a minimum) the following functional elements. Each element must meet or exceed NENA STA - 010.2-2016:CompliesDoes Not ComplyPartially CompliesLegacy Network Gateway (LNG)/Legacy Selective Router Gateway (LSRG)/Legacy PSAP Gateway (LPG)Border Control Function (BCF)Emergency Services Routing Proxy (ESRP)Policy Routing Function (PRF)Emergency Call Routing Function (ECRF)Location Validation Function (LVF)Spatial Interface (SI)Location Database (LDB)Network Time Protocol and Time SourceDetails to support the response:Originating Service Provider and Selective Router MigrationsOfferor shall provide the following services to support OSP integration to the ESInet and NGCS:CompliesDoes Not ComplyPartially CompliesCertificate to operate as a CLEC in the state of Oklahoma.Integration of all OSP connectivity for wireline, wireless, and VoIP traffic, as well as multiline telephone systems (MLTS) Coordinate with 9-1-1 ACOG to obtain a letter of authorityEstablish interconnection and commercial agreements, and trunking.Coordinate with all telecommunications providers and manage circuit order processes to include testing and integrationManage all adds, moves, changes, and deletions of connections to OSPs, both TDM and IP-based, monitor these connections, and proactively work with the respective OSPs to resolve problems as they occurCoordinate and execute connectivity to legacy selective routers to support transfers to neighboring agencies not served by 9-1-1 ACOG’s NG9-1-1 solutionDefine and manage all processes associated with split rate centers, local number portability, national number portability Support transition of both TDM and SIP ingress to the ESInetDetails to support the response:ALI TransitionOfferor shall provide the following services to support the transition from legacy ALI to i3 functional elements:CompliesDoes Not ComplyPartially CompliesMaster Street Address Guide (MSAG) conversion serviceService order input process for subscriber recordsIntegration and provisioning for MLTS databasesPANI provisioning and shell records managementManage the transition to include coordination of all provider records from the legacy ALI database to the replacement LDB and any dual provisioning necessary during the transitional phases of the projectProvide reporting for all data within the LDB via a web-based toolDetails to support the response:Text-to-9-1-1Offeror shall provide an NGCS solution that supports text-to-911 capabilities:CompliesDoes Not ComplyPartially CompliesSupport for Message Session Relay Protocol (MSRP)Support for Real Time Text (RTT) capabilitySupport for transcode Baudot tones to RTTSupport for interconnection to third-party text control centers (TCCs)Details to support the response:Logging and RecordingOfferor’s solution must provide the following capabilities regarding logging and recording:CompliesDoes Not ComplyPartially CompliesSupport for EIDO and IDX (once ratified by NENA)Discrepancy reportingLogging and recordingAlarm Integration, e.g., integration through a third-party and/or ASAPThe run-on-demand dynamic reports from the reporting UISupport for logging and reporting of all relevant i3 events (per as defined in section ‘5.13 Logging Service’ of the latest version of “NENA Detailed Functional and Interface Standards for the NENA i3 Solution” (at the time of this writing, NENA-STA-010.2-2016)Multitenant partitioning of logs and call data, allowing for partitioned reporting, based on role, PSAP or agencySupport for entering call notesSystem must support the following built-in reports:Call reportsSIP error reports (within the ESInet)ECRF and LIS/LDB location queries and resultsESRP/PRF routing reports (errors and successes)Location discrepancy reportsCall volume and time to answer reportsSupport for ad hoc reports and creation of customized report templatesSupport for automated report generation and distributionDetails to support the response:PSAP CredentialingOfferor must provide and manage PSAP credentials:CompliesDoes Not ComplyPartially CompliesShall act as the regional PSAP Credentialing Authority (PCA) until such time that a national and/or state authority has been established???Shall coordinate with state and/or national PCA(s)???Must acquire and maintain PSAP credentials???Shall support Forest Guide and hierarchical ECRFs when integrated with state or adjacent NG9-1-1 solutions???Details to support the response:NGCS AvailabilityOfferor’s solution must comply with the following availability requirements:CompliesDoes Not ComplyPartially CompliesSolution must provide geo-redundant, and locally redundant NGCSSolution must be locally redundant at hardware and software application layersSolution must maintain 99.999 percent availabilityFailure of any single instance of a hardware or software element instance or physical connection shall not negatively impact overall solution performanceAll network-connected elements must support at least two redundant network interfacesAll power sources must be redundant and diverse (i.e., at least two separate circuits) with UPS system and generator backup for a minimum of 24 hoursAll powered devices must include a minimum of two redundant power supplies (each of which must be able to power the device, alone, and which would be connected to separate circuits) OR be connected to a power-transfer device that allows a single power supply to be connected to two isolated power sources (i.e., circuits) with automatic, uninterrupted failover, in the event that the primary circuit fails.Details to support the response:TrainingOfferor’s solution/service must provide training on the following items:CompliesDoes Not ComplyPartially CompliesSI users’ interface toolsReporting and logging toolsIncident reporting and ticketing toolsDashboardsChange-management requests, processes, and toolsPRF policy managementGIS tools and proceduresSubscriber Order Input (SOI) update proceduresLVF proceduresScheduling, class size, location, recording, personalization, multilingual, etc. (i.e., logistics)Details to support the response:Other IntegrationsOfferor’s solution/service shall support the following integrations:CompliesDoes Not ComplyPartially CompliesAlarm integration utilizing ASAPAdditional Data Repositories (ADR), Identity Searchable ADR (IS-ADR), and/or commercial third-party Location Information Service (LIS)i3-compliant call-handling solutionsDetails to support the response:Service Level AgreementsOfferor shall commit to the following service level agreements:CompliesDoes Not ComplyPartially Complies24 x 7 x 365 NOC/SOCAbility to submit incident and trouble tickets by phone, email, or direct UI to the ITSM systemDocumented escalation processes, procedures, personnelCall-processing capacity capable of 100 percent busy hour call trafficAbility to grow call-processing capability by 50 percent over contract durationComply with the SLA matrix identified in Appendix BDetails to support the response:DocumentationOfferor shall provide the following: CompliesDoes Not ComplyPartially CompliesAs-built solution design documentation to include configured parameters and policy-routing flow-downs (planned design and actual implemented design)Interface specifications for call-handling solution providerOperations manuals for all tools and UIsTraining planProject implementation planAcceptance test plan (ATP)NENA NG-SEC compliance matrixSI user documentationProject staffing planNOC/SOC user guides including change-management processesDetails to support the response:Service ValidationOfferor shall support:CompliesDoes Not ComplyPartially CompliesIndependent third-party validation of the solution’s feature functionalitySIP messaging, call detail records, and/or call logs to verify compliance with contractual obligationsDocumentation of completed results from ATPsDetails to support the response:PersonnelOfferor shall: CompliesDoes Not ComplyPartially CompliesProvide a certified project manager to lead the implementation of the offeror’s solutionProvide a post-implementation client managerProvide access to Tier 2 staff for issue and trouble resolutionDetails to support the response:GISOfferor’s solution shall:CompliesDoes Not ComplyPartially CompliesLeverage 9-1-1 ACOG GIS data for geospatial routingProvide secondary quality assurance (QA) and coalescing of GIS dataProvide a web interface and/or automated method to provision 9-1-1 ACOG to the SI and retrieve post-QA data for the use of maps and/or the computer-aided dispatch (CAD) systemDetails to support the response:ToolsOfferor shall provide:CompliesDoes Not ComplyPartially CompliesWeb interface tool for accessing the LDB to extract reports, view data, and perform error correction as needed to support subscriber validation processesWeb interface tool for viewing and submitting incident and change ticketsWeb interface tool for viewing policy-routing plansDetails to support the response:Change ManagementOfferor’s change-management process must have the following: CompliesDoes Not ComplyPartially CompliesDocumented change-management process including scheduled and emergency changesA Method of Procedure (MOP) for review by 9-1-1 ACOG prior to planned maintenance activitiesA means for 9-1-1 ACOG to request changes and receive updates on progressA documented COOPDefined backup proceduresDetails to support the response:Pre-Cutover Acceptance CriteriaOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesConfirmation and documentation of equipment configurationConfirmation and documentation of control, monitoring, and alarm solutionsATPs and documentationIf, during testing, 9-1-1 ACOG feels that a solution test fails, 9-1-1 ACOG will provide the offeror with a written description of what test failed and why. 9-1-1 ACOG also will identify to the offeror an expected amount of time that will be allowed to resolve the problemDetails to support the response:Cutover CoordinationOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesMust coordinate cutover activities with all service providers, ACOG 9-1-1 staff and PSAP personnel. A detailed cutover plan, along with coordination conference calls and supporting documentation, must be provided to all participating parties9-1-1 ACOG is responsible for approval of the cutover planShall provide trained and capable technical and functional solution support, and the project manager shall be available and onsite the day of cutover???Shall describe in its proposal how many of its staff will be available, and their areas of expertise???Details to support the response:Preliminary Test PlanOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesInclude a preliminary test plan that contains testing processes for all components in the proposalShow that the plan can be tracked and measuredThis test plan will be the basis for the initial installation testing for the site, once approved by 9-1-1 ACOGDetails to support the response:PSAP Final Acceptance TestingOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesPSAP final acceptance testing that confirms that the offeror’s solution operates during day-to-day use in each live PSAP environment. The testing period must be sufficient to demonstrate the solution’s performance and reliability. The period shall be 30 consecutive calendar days.Contract deliverables must perform in compliance with all RFP and contract requirements throughout the testing period. If a failure to comply occurs:9-1-1 ACOG will provide a written notification to the offerorThe offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract, and shall provide written notification of the remedy to 9-1-1 ACOGThe final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or ten business days, whichever is lessThis procedure continues until compliance over the testing period is achieved, at which time the contract deliverables will be deemed fully accepted and the acceptance notice (to be defined in the test plan) will be mutually executedDetails to support the response:System Final Acceptance TestingOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesSystem final acceptance testing cannot start until all PSAPs have successfully completed PSAP final acceptance testing. The testing period must be sufficient to demonstrate the solution’s performance and reliability. The period shall be 60 consecutive calendar daysContract deliverables must perform in compliance with all RFP and contract requirements throughout the testing period. If a failure to comply occurs:1.9-1-1 ACOG will provide a written notification to the offeror2.The offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract and provide written notification of the remedy to 91-1 ACOG3.The final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or three business days, whichever is less4.This procedure continues until compliance over the testing period is achieved, at which time the contract deliverables will be deemed fully accepted and the acceptance notice (to be defined in the test plan) will be mutually executed5.9-1-1 ACOG will provide a Notice of System Final Acceptance once testing successfully completes.Details to support the response:System Acceptance Testing Fault CategoriesOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesThe following fault categories are defined for use during the final acceptance testing process. All 9-1-1 ACOG-detected faults will be documented, and the documentation also will include a limited but reasonable time period in which the fault is to be resolved by the offerorPriority One Fault — A critical system fault that renders the solution even partially inoperable. These faults are unacceptable to 9-1-1 ACOG. Priority Two Fault — A major system fault that significantly reduces the solution’s performance and ability to function. These faults are unacceptable to 9-1-1 ACOG and must be resolved before 9-1-1 ACOG will accept the solution.Priority Three Fault — A minor system fault that marginally affects system performance and functionality. These minor faults are operational in nature and only are acceptable while in the final acceptance phase. These faults must be resolved before 91-1 ACOG will accept the solution.Priority Four Fault — A combination of minor system faults and items that are on the punch list. These are items that have minimal or no effect on system performance and functionality, and only are acceptable while in the final acceptance phase. These faults must be resolved before 9-1-1 ACOG will accept the solution.Details to support the response:Migration PlanOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesWithin 30 days of contract signing, the offeror shall provide a detailed migration plan that shall include a full description of the methods and procedures that will be employed to ensure a non-service-affecting migration from the current environment to the new system.The offeror shall provide a recommended transition considering the complexity of the regional environmentThis transition plan will recommend a suggested order for agency migration and provide projected time durations to complete the specific site based on position count and other information the offeror has learned of the region's configurationThe migration plan shall include a fallback procedure to restore 9-1-1 ACOG to a premigration operational state in the event of a catastrophic failure.Details to support the response:Software Release ManagementOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesThe offeror shall describe the frequency of scheduled software releases and the decision-making processes involved in deciding what features and defect resolutions to include in a scheduled releaseMaintenance releases and feature releases shall be provided to 9-1-1 ACOG at no cost while a maintenance agreement is in place. The offeror shall describe the frequency of defect-resolution software releases and the decision-making processes involved in selecting which software defects to fixThe offeror shall provide 9-1-1 ACOG with access to the offeror’s defect tracking system in order for 9-1-1 ACOG to track the progress of defect resolutions. The offeror shall provide a detailed description of the process and provide training to ACOG 9-1-1 staff prior to final acceptance testing.The offeror must include in its proposal the procedure to manage and track changes made to the system. This is especially important when changes affect the performance of a particular device and it needs to be returned to its former configuration. The configuration-management procedure shall be available to maintenance personnel and ACOG 9-1-1 staff. Details to support the response:Project ManagementOfferor's solution shall include the following:CompliesDoes Not ComplyPartially CompliesA high-level project plan and timeline that shows the entire project calculated from the date of contract signatureA task-oriented Gantt chart based on the project plan and created in Microsoft (MS) Project. The steps that will be followed so that no service interruptions occurExamples of what should be included in the project plan, at a minimum:Data gathering9-1-1 ACOG onsite testingCore component installation and testingALI, format and interface testing Comprehensive test and acceptance plans for all network connections verifying complete functionality with the CHE portion of the offeror’s solutionA more detailed project plan, timeline, and a Gantt chart created in MS Project, due to 9-1-1 ACOG within 30 days of contract signingConduct a kickoff meeting at 9-1-1 ACOG within 30 days of contract signing.Provide a project managerDetails to support the response:Progress ReportsOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesWeekly written progress reports, distributed within 24 hours of the project call, that capture the minutes and action items from the weekly project callWeekly progress report must contain details relating to the following tasks:Data gatheringStaging and lab testingInstallation progress at each siteDetails to support the response:9-1-1 ACOG Unique RequirementsOfferor’s solution must provideCompliesDoes Not ComplyPartially CompliesMultitenant operation and supportMake-busy functionalityRing-down functionalityNear-simultaneous conference and transferTransfer to 7/10-digit numbersConfigurable policy-routing functionalityDetails to support the response:Technical Requirements – Part B (CHE)As identified in Section 2, Table 1, 9-1-1 ACOG desires to procure an i3-capable CHE solution in a manner consistent with its current owner/operator model of a geo-diverse, host/remote solution. Offerors are expected to provide hardware and software solutions that can be “forklift” replacements for the existing equipment, and to integrate to the existing network architecture outlined in Appendix A. As such, offerors responding to Part B of this RFP should provide solutions that conform to this approach for implementation.Table 2: Adopted StandardsSDODocument NumberDocument TitleStandard DescriptionLatest Revision/ Release DateANSI/ NENAANS Candidate NENA-STA-027.3-2018 (Originally 04-001)NENA E9-1-1 PSAP Equipment Standards This ANSI Approved NENA Standard defines the Public Safety Answering Point (PSAP) equipment requirements intended for use by users, manufacturers, and providers of E9-1-1 Customer Premises Equipment (CPE).Version 2July 2, 2018APCO/ NENA1.102.2-2010Public Safety Answering Point (PSAP) Service Capability Criteria Rating ScaleAPCO and NENA jointly have developed an assessment tool to evaluate current capabilities of the PSAP against models representing the best level of preparedness, survivability, and sustainability amidst a wide range of natural and manmade events.Version 2July 28, 2010NENA75-001NENA Security for Next Generation 9-1-1 Standard (NG-SEC)The purpose of this document is to establish the minimal guidelines and requirements for the protection of NG9-1-1 assets or elements within a changing business environment.Version 1February 6, 2010NENA08-751NENA i3 Technical Requirements DocumentIntended to specify the requirements the i3 (Long Term Definition) Standard should meet.Issue 1September 28, 2006NENASTA-010.2-2016NENA Detailed Functional and Interface Standards for the NENA i3 SolutionThis Standard Document (STA) is published by the National Emergency Number Association (NENA) as an information source for the designers, manufacturers, administrators and operators of systems to be utilized for the purpose of processing emergency calls.August 16, 2016APCO/NENA54-750Human Machine Interface & PSAP Display RequirementsNENA and APCO have jointly developed this document for the purpose of prescribing requirements for the human machine interface (HMI) display for the Next Generation 9-1-1 (NG9-1-1) SystemVersion 1October 20, 2010As industry standards evolve, the offeror’s solution shall be upgraded to maintain compliance with the current version of established industry standards. The offeror’s solution shall support new call handling and security industry standards within 12 months of ratification of applicable industry standards. Compliance requirements apply also to the supporting standards referenced within each standard. As solution updates are made to maintain compliance, the solution shall not abandon services or feature functionality in place at the time of the solution upgrade. The offeror shall uncover any performance or feature changes prior to the upgrade and report them to 9-1-1 ACOG for approval. FORMCHECKBOX UnderstoodImplementation ModelOfferors solution shall support the owner/operator model for CHE:?CompliesDoes Not ComplyPartially CompliesSolution shall be architected to support host/remote configurationSolution shall leverage existing network backhaul between hosts and remote facilitiesOfferor shall include in its design all necessary edge router hardware and TDM gatewaysAll equipment shall be new; used, repurposed, or remanufactured equipment is prohibited. Details to support the response:Technical Support Offeror shall provide monitoring of all call-handling services and componentsCompliesDoes Not ComplyPartially CompliesOfferor shall provide a 24 x 7 x 365 NOC for reporting and escalating issues with software and/or hardware above Tier 2The offeror’s solution shall include direct access to Tier 3 and Tier 4 technical support personnelDetails to support the response:i3 ComplianceOfferor's solution shall be an i3-compliant call-handling systemCompliesDoes Not ComplyPartially CompliesOfferor’s solution shall support NENA 08-751, NENA i3 Technical Requirements Document, Issue 1, September 28, 2006Offeror’s solution shall interface with 9-1-1 ACOG’s NGCS and ESInet solutionsOfferor shall document the number of NG9-1-1 CHE installations currently installed and operationalDetails to support the response:MultitenantOfferor’s solution shall support separation of tenant’s (i.e., agency’s) call-handling resources: CompliesDoes Not ComplyPartially CompliesAll ACOG PSAPs must have their own unique set of configurations— e.g., agent identifications (IDs), speed numbers, management information system (MIS) reports, routing—that are not accessible to any other PSAP configured in the solutionAuthorized ACOG 9-1-1 administrative personnel shall have full visibility into the enterprise, including configuration control and reporting. Details to support the response:Integrated Text-to-9-1-1 Offeror’s solution shall support an integrated Short Message Service (SMS) text-to-911 solution via Session Initiation Protocol (SIP)/Message Session Relay Protocol (MSRP): CompliesDoes Not ComplyPartially CompliesExplain how the text calls are received, queued, answered, and tracked in the systemExplain disposition of attached multimedia and how text calls are handled by the MISExplain how text calls are transferred and any limitationsProvide examples of the applicable UIsProvide the ability to text from 9-1-1Details to support the response:Real-Time Text (RTT)Offeror's solution shall support real-time text:CompliesDoes Not ComplyPartially CompliesOfferor shall describe its current implementation, if applicable, and any current beta or field trialsIf not currently developed, offeror shall provide details of when this capability will be included in the proposed solution at no-charge upgrade/delivery.Details to support the response:User ProfilesOfferor shall support the following user profile characteristics:CompliesDoes Not ComplyPartially CompliesProvide user profile settings, which are retained between logins, during upgrades and between sessions (i.e., logoff and return next day)Profiles shall be stored on the network and be available from any workstationSolution shall be capable of establishing skills-based profiles Details to support the response:Redundancy, Reliability, AvailabilityOfferor’s proposed solution shall support the following redundancy, availability, and diversity requirements:CompliesDoes Not ComplyPartially CompliesPropose a redundant solution that automatically transfers (i.e., without manual intervention) core processing functionality upon detection of a problem that impacts the system’s ability to meet the 99.999 percent SLAThe capability of being manually switched back, with the option to switch back automatically and resync once the problem is correctedA design where core processing is available 99.999 percent of the time, also referred to as “five nines”Provide a detailed description of how the solution achieves five-nines reliabilityCall handling shall be distributed across two or more call-handling centers (CHCs) provided by 9-1-1 ACOGAny single CHC shall support all 911 calls and mapping functionalityDetails to support the response:SecurityOfferor shall support the following security requirements:CompliesDoes Not ComplyPartially CompliesProposal shall comply with NENA 75-001.1, Security for Next-Generation 9-1-1 Standard (NG-SEC). Offeror shall detail how its solution addresses the requirements of the following sections of the standard:Section 6 – General SecuritySection 7 – Safeguarding Information AccessSection 9 – Network and Remote Access Security GuidelinesDetails to support the response:Long-Term AvailabilityOfferor shall support the following hardware availability requirements:CompliesDoes Not ComplyPartially CompliesSix-month-minimum advance written notification to 9-1-1 ACOG for any end-of-life (EOL) or end-of-support (EOS) componentDetails to support the response:CAD InterfaceOfferor shall support the following CAD interface requirements:CompliesDoes Not ComplyPartially CompliesSupport for the CAD interface description in NENA-STA-027.3-2018, NENA E9-1-1 PSAP Equipment Standards ANS Candidate (originally NENA 04-001), July 2, 2018Support for IP-based connectionsSupport for the CAD systems listed in Appendix A – PSAP InformationDetails to support the response:ALI InterfaceOfferor shall support the following ALI interface requirements:CompliesDoes Not ComplyPartially CompliesSupport for ALI interface description in NENA-STA-027.3-2018, NENA E9-1-1 PSAP Equipment Standards ANS Candidate (originally NENA 04-001), July 2, 2018Create a requirement for LDB and/or LISProvide access to ALI at the remote location for recordingDetails to support the response:RecordingOfferor shall support the following requirements:CompliesDoes Not ComplyPartially CompliesLogging as described in NENA-STA-010.2-2016, NENA Detailed Functional and Interface Standards for the NENA i3 Solution (originally 08-003) or its successorsMust provide IP capabilityMust support all audio formatsDetails to support the response:PSAP HardwareOfferor shall support the following requirements for PSAP hardware:CompliesDoes Not ComplyPartially CompliesAll PSAP hardware (e.g., monitors, keyboards, mice, headsets, phones) shall be new and covered initially by a warranty and then a maintenance agreementOfferor shall supply a bill of materials (BOM) for each PSAP Details to support the response:Human-Machine InterfaceOfferor's solution shall support HMI:CompliesDoes Not ComplyPartially CompliesOfferor’s solution shall comply with NENA 54-750, NENA/APCO Human Machine Interface & PSAP Display Requirements, Version 1, October 20, 2010Offeror shall document any non-complianceDetails to support the response:Distinctive Ring TonesOfferor's solution shall support distinctive ring tones:CompliesDoes Not ComplyPartially CompliesOfferor’s solution shall provide a ring tone for 9-1-1 calls that is distinctly different than the ring tones for administrative calls and text messagesOfferor’s solution shall provide a ring tone for text messages that is distinctly different than the ring tones for administrative and 9-1-1 callsWhen configured for ACD operation, the offeror’s solution shall support user-defined, distinctive ring tones for each ACD queue·???????? The offeror’s solution shall provide distinctive ring tones to be customized by agent role or loginDetails to support the response:Conference ControllerOfferor's solution shall support a conference controller: CompliesDoes Not ComplyPartially CompliesMust enable the telecommunicator to add an outside caller or inside caller to an in-progress “live” call while remaining on the line, with no limitation as to what type of call the telecommunicator is onMust control the audio levels so that no degradation of voice quality occursOriginal telecommunicator shall be able to mute/unmute any party on the conferenceOriginal telecommunicator shall be able to select and drop any party from the conferenceOriginal telecommunicator, or any of the conference parties, must be able to drop out of the conference without losing the 911 callerConferencing feature must support, at a minimum, any combination of up to six partiesDetails to support the response:Call MonitoringOfferor's solution shall support monitoring callsCompliesDoes Not ComplyPartially CompliesOfferor’s solution shall allow authorized PSAP personnel to listen quietly to a telecommunicator’s live conversationFeature shall be controlled by the authorized personnel’s credentialsMonitoring shall not be noticed by, or disturb, the monitored telecommunicatorMonitoring shall not degrade the audio quality of the callOfferor also shall describe its options, or future plans, for supporting?a call-monitoring-like functionality for text-to-911 sessions?????? Details to support the response:Call Barge-inOfferor's solution shall support barge-in:CompliesDoes Not ComplyPartially CompliesShall enable an authorized PSAP telecommunicator to barge into another telecommunicator’s live conversationThe feature must be activated by utilizing a mouse or an easily invoked keyboard commandShall not degrade the audio quality of the callShall be configurable to provide a tone to announce the barge-inThe telecommunicator or supervisor is then part of a three-way call with the caller and original telecommunicatorOfferor also shall describe its options, or plans,?for supporting a barge-in-like capability for text-to-911 sessionsDetails to support the response:CallbackOfferor's solution shall support callback:CompliesDoes Not ComplyPartially CompliesCapable of calling back wireline, wireless, TDD/TTY, text and VoIP callers based on the calling party numberShall utilize the calling party number (CPN) of the 9-1-1 caller to invoke the callback processShall call back wireless or VoIP 9-1-1 calls utilizing the caller’s telephone number located within the ALI fieldsShall be able to use the Caller ID (CID) information to allow a callback from an administrative lineCallback function shall require only a single mouse clickAny prefix digit(s) insertion/deletion (e.g., adding +9) shall be automatic and not require manual inputDetails to support the response:AbandonED CallsOfferor's solution shall support the following regarding abandoned calls:CompliesDoes Not ComplyPartially CompliesProvide a visual and audible indication for abandoned callsDisplay the number of abandoned calls from the same callback numberClear the abandoned call count display upon successful callback and answer of the telephone numberProvide a configurable option allowing for an automatic response to an abandoned callProvide each individual agency with the ability to configure the option to be enabled or disabled by the agencyAllow the system to return a call and/or text message to an abandoned call, and to prompt the recipient of the call to take an action, e.g., press 1 to notify the agency that no assistance is needed; press 2 to be routed to 9-1-1Provide abandoned call reports as part of its MISDetails to support the response:Repeat CallersOfferor's solution shall identify multiple 9-1-1 calls from the same callback number:CompliesDoes Not ComplyPartially CompliesIdentify the repeat-call condition to the telecommunicator?Identify whether the latest call is routed to the same telecommunicator who handled previous call(s) from this callback numberDetails to support the response:Real-time QueriesOfferor’s solution shall allow telecommunicators, in real time, to query telephone numbers with a date/time range to retrieve call information for all calls (9-1-1 and non-9-1-1) received from this telephone number: CompliesDoes Not ComplyPartially CompliesTelecommunicators do not have to be on an active 9-1-1 call to retrieve this information.???Details to support the response:Speed DialSpeed-Dial ListsOfferor's solution shall support?speed-dial lists:CompliesDoes Not ComplyPartially CompliesMinimum of 2,500 separate speed-dial lists for each of the following groups:Enterprise-widePSAP-widePersonalSpeed-dial entries must be able to store additional information related to the entry; the offeror shall provide a list that identifies all related information that can be stored, and an explanation of those elementsShall describe how additional information is entered and associated with an entryIt is desirable to store any digital data, e.g., video and images. To comply with this requirement, offeror shall state whether the additional data is indexed and searchable, or if it is static data that is available only when accessing the specific dial entryDetails to support the response:List UpdatesOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesThe system administrator shall maintain the enterprise-wide speed-dial listThe PSAP-wide speed-dial list is managed by the local system administrator at the PSAP Telecommunicators will maintain their own personal speed-dial listsThe speed-dial lists must be uploaded automatically to the data centers and propagated to all workstations The updating process must not affect the ability of users to access and use the speed-dial listsWorkstations shall not require restarting for any speed-dial list changesDetails to support the response:Access Codes and Extra DigitsOfferor's solution shall support access codes and extra digits:CompliesDoes Not ComplyPartially CompliesSupport extra digits or codes necessary to automatically dial a number and complete a call based on line type. Examples could include long distance (LD) access, personal identification numbers (PIN), LD account codes, and star-code transfers. The dialing string needs to support prefix and suffix digit insertion.Offeror shall document any limitations to this requirementDetails to support the response:Library SearchOfferor’s solution shall provide a search function triggered by entering the first few letters of the speed-dial entry:CompliesDoes Not ComplyPartially CompliesOptions for programmed speed-dial shall populate on listDetails to support the response:IconsOfferor’s solution shall support the following icon requirements:CompliesDoes Not ComplyPartially CompliesAllow access to the speed-dial lists by utilizing an icon or a “soft” button on the workstation displayIcons or soft buttons must be capable of being programmed to access the entire speed-dial list, groups of numbers, or individual numbersThe system administrator must be able to assign meaningful descriptions to the icons or buttons. Meaningful descriptions will display as popup information when the mouse pointer is hovered over the “soft” buttonDetails to support the response:Alphanumeric EntriesOfferor's solution shall support alphanumeric entries:CompliesDoes Not ComplyPartially CompliesShall support alphanumeric entries, e.g., 1888.911.ACOG???Details to support the response:External Data ImportOfferor's solution shall support importing external data:CompliesDoes Not ComplyPartially CompliesSupport the ability to import all supported data identified in this section; the offeror shall clearly identify any elements that cannot be importedShall describe all methods of import, e.g., comma-separated values (CSV), comma-delineated file, Structured Query Language (SQL) importDetails to support the response:Automatic Call DistributionOfferor's solution shall support the following ACD requirements:CompliesDoes Not ComplyPartially CompliesPermit authorized PSAP and ACOG 911 staff to provision ACD-related queues, routing, and telecommunicator skill settings, as neededACD call types on a per-queue basis:Longest idleTop downRound robinRing allAbility to change role without having to log out and log back inInform the telecommunicator of the number of calls on hold and the number of calls in each queueToggling between “ready” and “not ready.” While ready, telecommunicators can receive calls presented through the ACD queues. Conversely, ACD calls are not presented to telecommunicators who are not readyThe ability to require a telecommunicator to enter a reason for why they are changing their status to “not ready.”The configurable option of forced (automatic) answer of ACD calls, which presents a 9-1-1 call to an available telecommunicator and provides an audible tone (i.e., zip tone) to the telecommunicator prior to automatically connecting the 9-1-1 caller to the telecommunicatorA configurable timer to optionally allow the telecommunicator to automatically enter a “wrap-up” state following the end of a call. This allows the telecommunicator to enter post-call notes prior to being made available for additional callsDetails to support the response:Real-time StatisticsOfferor's solution shall provide the capability to display real-time statistics:CompliesDoes Not ComplyPartially CompliesProvide an option to each PSAP for one or more wall-mounted, 4K ultra-high-definition, large-screen (50 inches for pricing purposes), liquid crystal display (LCD) or Light-emitting diode (LED) monitor/television for displaying real-time call information as configured by the PSAPDisplay information includes, but is not limited to, the following:Name of queueNumber of calls in queueLongest?call in queueNumber?of?telecommunicators logged inNumber of telecommunicators available for callsNumber of telecommunicators not readyConfigurable thresholds for color and soundThe following is just an example of the types of information PSAP managers may want to be viewable from across the room:QueueCallsLongestLogged InAvailableNot Ready9-1-100:00321Spanish00:00202Administrative00:00220Details to support the response: MappingOfferor's solution shall support mapping per NENA's HMI:CompliesDoes Not ComplyPartially CompliesThe HMI shall display emergency event location and calling device location information on a map displayMap display configuration (e.g., map scale, base map data, iconography, caller/event location display rules) shall be based on logged-in user's profile/roleThe HMI shall provide the ability to display location update results (from the ANI/ALI controller) on a map display in real timeThe HMI shall provide the ability to accept or reject the update-request resultsIf previous calls/incidents are to be shown on the display, the HMI shall provide the ability to configure how long previous calls/incidents will remain on the display before being automatically removed/hiddenThe HMI shall provide the ability to draw and label, modify, and delete geometric shapes or points on the map displayThe HMI shall provide the ability to make such dynamic features private (i.e., visible only to the creating agent), visible to specific groups (i.e., roles, agencies), or visible to all usersSuch dynamic features shall be able to be captured and stored for easy reuseThe HMI shall have the ability to “zoom” the map displayZoom parameters (e.g., default zoom level when call arrives; appearance of various features, information, iconography, and layers at different zoom levels) must be configurable based on user role Zoom history – it shall be possible to return to the previous zoom level with a single click (up to 10 steps back)It shall be possible to return to the default zoom level with a single click The HMI shall provide the capability to pan the displayPan history – it shall be possible to return to the previous pan location with a single click (up to 10 steps back)It shall be possible to return to the current call location with a single click The HMI shall provide the ability to set default GIS layers that are visual based on user login/role, and to select/unselect individual GIS layers for display The HMI shall provide the ability to search for a location using either: a) geo-coordinates, or b) civic addressesThe HMI shall display location search results to the call-takerIf multiple results are returned, each must include a confidence/match-score and clicking on a result shall re-center the map on the selected locationThe HMI shall provide the ability to retrieve location information (i.e., address and geo-coordinates) by clicking on a point on the map displayThe HMI shall provide the ability to designate a location as a call/incident location by clicking on a point on the map or selecting it from the list of search results The HMI shall provide the capability to display the emergency response agencies associated with a caller’s location on the map displayThe HMI shall provide the ability to display the emergency response agencies associated with an emergency location on the map displayThe HMI shall provide the ability to graphically display the accuracy/uncertainty associated with a given calculated positionThe HMI shall support the ability to represent calls on the map with different icons based on class of service/type of call (e.g., wireline, wireless, VoIP, SMS)The HMI shall support the representation of additional location information for a call based on call type/class of service (e.g., wireless, SMS, VoIP, SMS)Details to support the response:TrainingOfferor's solution shall support the?following?requirements:CompliesDoes Not ComplyPartially CompliesServices must include options for both train-the-trainer and end-user modelsAgent trainingAdministrator trainingMonitoring, reporting, system health and performance (MIS)GIS/mapping (user vs. admin/GIS)Technician certification training (at the manufacturer’s site) for 3 person(s)PSAP end-user training at each PSAP and train-the-trainer instruction for the region’s training program Training to accommodate 24 x 7 shiftsAll training materials available in digital formClient reserves right to record all training sessions and make available to staff online for refresher and new-agent training at no additional chargeTechnician training shall include refresher training every year for 3 personnelTraining services shall include an onsite trainer in each PSAP for each different shift following cutover ('lifeguard')Offeror shall provide a summary/syllabus and duration of each training class, so that PSAPs can coordinate personnel schedulesTraining materials shall include quick-reference guides for call-takers (CHE and mapping)Training for call-takers shall take place no more than 1 week prior to go-live (retention issues)Details to support the response:Management Information Systems (MIS)AdministrationOfferor's solution shall provide MIS reporting that meets the following requirements:CompliesDoes Not ComplyPartially CompliesAuthorized personnel shall be able to run reports specific to their PSAP, and other PSAPs shall not have visibility into another PSAP’s reportsAuthorized ACOG 9-1-1 personnel shall be able to run reports on any PSAPAbility to have reports include color charts and graphsDetails to support the response:Canned ReportsOfferor's solution shall provide the following "canned" MIS reports available by PSAP or all PSAPs:CompliesDoes Not ComplyPartially CompliesCall summaryCalls per hourCalls per day of week10-digit emergency callsAbandoned callsCalls by carrierBusiest hoursEmergency service numbersPSAP ring timePSAP?queue timePSAP answer timeCall?transferAgent ring timeAgent summaryAverage call durationTrunk group utilizationAgent ready/not readyDetails to support the response:Ad Hoc ReportsOfferor's solution shall support the following requirements for ad hoc reports available by PSAP or all PSAPs:CompliesDoes Not ComplyPartially CompliesAuthorized personnel shall have the ability to query the data to create and print reports in an ad hoc fashionInclude a data dictionary and explanations of data fields available for reportingAfter these ad hoc reports have been developed, the offeror’s solution shall have the ability to save the ad hoc report template and to optionally schedule the report for automatic executionAbility for reports to be scheduled for output to files, printers, or other network locationsDetails to support the response:Network PrinterOfferor's solution shall include the following:CompliesDoes Not ComplyPartially CompliesEach PSAP requires at least one networked, laser color printer for local (e.g., PSAP local-area network [LAN]) printing of MIS reports, call detail record (CDR) reports, etc., that is of sufficient quality to be reliable with normal MIS, CDR printingThe laser color printer shall be accessed at the local PSAP level, and at the system administrator level as a network printerDetails to support the response:Instant Recall RecorderOfferor shall support the following IRR requirements:CompliesDoes Not ComplyPartially CompliesRecording at workstations for both radio and telephonyPlayback of radio and 9-1-1 calls independently or togetherSupport of the following DVD-like controls that enable the user to navigate to any portion of the recorded conversation(s):PlayPauseStopPlay forward/fast forwardRewindRepeatDetails to support the response:Project ManagementOfferor's solution shall include the following:CompliesDoes Not ComplyPartially CompliesInclude a high-level project plan and timeline that shows the entire project calculated from the date of contract signatureA task-oriented Gantt chart based on the project plan and created in MS Project. The steps that will be followed so that no service interruptions occurExamples of what should be included in the project plan, at a minimum:Data gathering9-1-1 ACOG onsite testingCore component installation and testingPBX/CHE/mapping and workstation installationGateway/network interface testing at all PSAP locationsALI, format and interface testing CAD, logging recorder, analog, digital and IP testingComprehensive test and acceptance plans for all network connections verifying complete functionality with the CHE portion of the offeror’s solutionA more detailed project plan, timeline, and a Gantt chart created in MS Project, due to 9-1-1 ACOG within 30 days of contract signingConduct a kickoff meeting at 9-1-1 ACOG within 30 days of contract signing.Provide a project managerDetails to support the response:Progress ReportsOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesWeekly written progress reports, distributed within 24 hours of the project call, that capture the minutes and action items from the weekly project callWeekly progress report must contain details relating to the following tasks:Data gatheringStaging and lab testingInstallation progress at each siteTesting and acceptanceAdherence to the Gantt chart and adjustments, if necessaryPunch-list items, outstanding issues and progress reportDetails to support the response:Systems Integrationofferor shall support the following:CompliesDoes Not ComplyPartially CompliesCoordinate and work with the appropriate vendor’s technician for the test and turn-up of CAD, recorder, mapping, radio, and local PSAP telephone system interfacesCoordinate and work with 9-1-1 ACOG’s NGCS/ESInet vendor for system integrationDetails to support the response:Change OrdersOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesSubmission of a change order in writing that must be approved prior to performing work, and for equipment not covered under the contract with 9-1-1 ACOG9-1-1 ACOG will not accept change orders resulting in additional costs unless additional features are requested by 9-1-1 ACOGDetails to support the response:Service InterruptionsOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesAs the offeror performs the installation and cutover of the equipment, the offeror must assure 9-1-1 ACOG that there will be minimal interruption to the normal business operations of the local PSAPPrior to any PSAP visit, the offeror shall obtain authorization from 9-1-1 ACOG, which reserves the right to alter or suspend the intended schedule for any reason as determined by 9-1-1 ACOGDetails to support the response:Facility DamagesOfferor shall be responsible the following:CompliesDoes Not ComplyPartially CompliesDamages caused by the offeror, its subcontractors or delivery personnel to any 9-1-1 ACOG and PSAP facilities through the receiving, delivery, installation or test of the entire solutionDetails to support the response:Storage, Staging, Delivery and Inventory ControlOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesOfferor shall be accountable for the storage of materials until such time that the items are to be installedNeither 9-1-1 ACOG nor PSAP facilities may be used as a warehouse for uninstalled equipmentOfferor shall coordinate with 9-1-1 ACOG for the shipping, staging and testing of equipment prior to installationOfferor shall be responsible for ensuring that the equipment is fully staged, configured and tested prior to delivery to the PSAPOfferor shall arrange for equipment to be delivered onsite on an as-needed basis, and the cost for delivery must be included in the offeror’s proposalReceipt, inventory and movement of material are the responsibility of the offerorOfferor shall be responsible for the disposal of shipping material, as well as the daily removal of other day-to-day refuseOfferor shall provide 9-1-1 ACOG with a detailed inventory of all equipment provided in the installation of the solution and to be owned by 9-1-1 ACOGAt a minimum, the inventory data must include where it is installed, manufacturer, part number, serial number, quantity and model numberOfferor shall provide the inventory in hard- and soft-copy format using MS ExcelOfferor shall be responsible for all hardware, from its receipt prior to staging until it is accepted by ACOG 9-1-1 personnel in writingAny hardware or equipment lost, misplaced or damaged prior to acceptance will be replaced at the offeror’s sole expenseDetails to support the response:Codes ComplianceOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesInstallation must comply with all applicable national, state and local codesDetails to support the response:GroundingOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesData centers, call-handling centers, PSAPs and workstations shall be grounded per the guidelines in Chapter 5, Internal Grounding (Earthing) Dispatch Centers and Network Operator Positions, found in Motorola R56?, Standards and Guidelines for Communication SitesDetails to support the response:Transient Voltage Surge SuppressionOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesSecondary TVSS devices are required to be installed in addition to primary protection, typically on facilities’ punch-down blocks (i.e., low-density installations), or via plug-in modules (i.e., high-density installations), and are to be used to protect the equipment from voltages that may have been introduced into the sites from utility facilitiesSecondary TVSS devices must be installed to protect incoming and outgoing equipped metallic circuits that are, or could connect to, wireless or wireline private or leased line facilities, including CO POTS, 9-1-1 trunks, DS1 facilities, and EthernetThe secondary TVSS devices must list a clamping voltage of 250 volts (i.e., 0.25 kilovolts [kV]) or less and operate in less than 10 nanoseconds. The device must have an operational indicator in the form of a light or audible signal to alert maintenance personnel that the device has been exercised, failed, or the circuit is no longer protected. The secondary TVSS must not degrade the audio signaling and must have a minimum of a one-year manufacturer’s warrantyIn addition to the equipped port requirement, each PSAP site should include an onsite spares kit to assist in emergency restoration9-1-1 ACOG is not prescribing or requiring any one manufacturer of this TVSS equipment, but it must comply with Underwriters Laboratories (UL) 497A, Secondary Protectors for Communications Circuits. However, a very good explanation of the device is found on the ITW LINX manufacturer’s website: to support the response:Pre-Cutover Acceptance CriteriaOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesConfirmation and documentation of equipment configurationConfirmation and documentation of control, monitoring, and alarm solutionsAll offeror-provided, 9-1-1 ACOG-owned equipment must be inventoried by model, part number, quantity, serial number and locationATPs and documentationIf, during testing, 9-1-1 ACOG feels that a solution test fails, 9-1-1 ACOG will provide the offeror with a written description of what test failed and why. 9-1-1 ACOG also will identify to the offeror an expected amount of time that will be allowed to resolve the problemThe offeror is required to provide 9-1-1 ACOG with final as-built drawings in Visio format (as defined by 9-1-1 ACOG) to support the final configuration, delivered within 30 days of cutoverThe offeror shall provide as-built documentation of all installed cabling, equipment, configurations and all associated aspects of the project, as well as any unique or special configurationsDetails to support the response:Cutover CoordinationOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesOfferor shall coordinate cutover activities with all service providers, ACOG 9-1-1 staff and PSAP personnel. A detailed cutover plan, along with coordination conference calls and supporting documentation, shall be provided to all participating parties9-1-1 ACOG is responsible for approval of the cutover planOfferor shall provide trained and capable technical and functional solution support, and the project manager shall be available and onsite the day of cutoverOfferor shall describe in its proposal how many of its staff will be available, and their areas of expertiseOfferor shall state the length of time technical support staff will be onsite for each cutoverDetails to support the response:TestingPreliminary Test PlanOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesInclude a preliminary test plan that contains testing processes for all components in the proposalShow that the plan can be tracked and measuredThis test plan will be the basis for the initial installation testing for the site, once approved by 9-1-1 ACOGDetails to support the response:Site-Specific Test PlansOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesProvide a final site-specific test planProvide the plan to 9-1-1 ACOG as part of the contract-negotiation processTest plan must provide detailed parameters and measurable results for every functional and technical facet identified in the RFP and proposalTest plans for the following sites are required:Core – includes performance, and test sign-off represents a billable milestonePSAP – includes feature/functional, and test sign-off represents a billable milestoneDetails to support the response:PSAP Final Acceptance TestingOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesPSAP final acceptance testing confirms that the offeror’s solution operates during day-to-day use in each live PSAP environment. The testing period must be sufficient to demonstrate the solution’s performance and reliability. The period shall be 30 consecutive calendar days.Contract deliverables must perform in compliance with all RFP and contract requirements throughout the testing period. If a failure to comply occurs:9-1-1 ACOG will provide a written notification to the offerorThe offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract, and provide written notification of the remedy to 9-1-1 ACOGThe final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or ten business days, whichever is lessThis procedure continues until compliance over the testing period is achieved, at which time the contract deliverables will be deemed fully accepted and the acceptance notice (to be defined in the test plan) will be mutually executedDetails to support the response:System Final Acceptance testingOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesSystem final acceptance testing cannot start until all PSAPs have successfully completed PSAP final acceptance testing. The testing period must be sufficient to demonstrate the solution’s performance and reliability. The period shall be 60 consecutive calendar daysContract deliverables must perform in compliance with all RFP and contract requirements throughout the testing period. If a failure to comply occurs:1.9-1-1 ACOG will provide a written notification to the offeror2.The offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract and provide written notification of the remedy to 91-1 ACOG3.The final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or three business days, whichever is less4.This procedure continues until compliance over the testing period is achieved, at which time the contract deliverables will be deemed fully accepted and the acceptance notice (to be defined in the test plan) will be mutually executed5.9-1-1 ACOG will provide a Notice of System Final Acceptance once testing successfully completesDetails to support the response:System Acceptance Testing Fault CategoriesOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesThe following fault categories are defined for use during the final acceptance testing process. All 9-1-1 ACOG-detected faults will be documented, and the documentation also will include a limited but reasonable time period in which the fault is to be resolved by the offeror.Priority One Fault — A critical system fault that renders the solution even partially inoperable. These faults are unacceptable to 9-1-1 ACOG Priority Two Fault — A major system fault that significantly reduces the solution’s performance and ability to function. These faults are unacceptable to 9-1-1 ACOG and must be resolved before 9-1-1 ACOG will accept the solutionPriority Three Fault — A minor system fault that marginally affects system performance and functionality. These minor faults are operational in nature and only are acceptable while in the final acceptance phase. These faults must be resolved before 91-1 ACOG will accept the solution.Priority Four Fault — A combination of minor system faults and items that are on the punch list. These are items that have minimal or no effect on system performance and functionality and only are acceptable while in the final acceptance phase. These faults must be resolved before 9-1-1 ACOG will accept the solution.Details to support the response:Migration PlanOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesWithin 30 days of contract signing, the offeror shall provide a detailed migration plan that shall include a full description of the methods and procedures that will be employed to ensure a non-service-affecting migration from the current environment to the new systemThe offeror shall provide a recommended transition considering the complexity of the regional environmentThis transition plan shall recommend a suggested order for agency migration and provide projected time durations to complete the specific site, based on position count and other information the offeror has learned of the region's configurationThe migration plan shall include a fallback procedure to restore 9-1-1 ACOG to a premigration operational state in the event of a catastrophic failure.Details to support the response:Product Lifecycle Management (PLM)Software Release ManagementOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesThe offeror shall describe the frequency of scheduled software releases and the decision-making processes involved in deciding what features and defect resolutions to include in a scheduled releaseMaintenance releases and feature releases shall be provided to 9-1-1 ACOG at no cost while a maintenance agreement is in place. The offeror shall describe the frequency of defect-resolution software releases and the decision-making process involved in selecting which software defects to fixThe offeror shall provide 9-1-1 ACOG with access to the offeror’s defect tracking system in order for 9-1-1 ACOG to track the progress of defect resolutions. The offeror shall provide a detailed description of the process and provide training to ACOG 9-1-1 staff prior to final acceptance testingThe offeror shall include in its proposal the procedure for managing and tracking changes made to the system. This is especially important when changes affect the performance of a particular device and it needs to be returned to its former configuration. The configuration-management procedure shall be available to maintenance personnel and ACOG 9-1-1 staff Details to support the response:Maintenance and MonitoringOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesThe offeror shall include in its proposal continued 24 x 7 x 365 warranty and labor for the first year. The offeror also must provide 24 x 7 x 365 maintenance (including labor) for Years 2 through 5. This must include all provided hardware, cabling and connectors, software and NOC support provided by the selected offeror.The offeror’s solution shall include remote monitoring and maintenance. The offeror shall describe in its proposal how these will be achieved and supported. The offeror shall describe its facilities and staffing to both monitor and respondDetails to support the response:Incident and Trouble ReportingOfferor shall support the following:CompliesDoes Not ComplyPartially CompliesThe offeror shall describe the procedures involved for initiating, tracking and resolving trouble reports. The offeror must describe all capabilities available with its solution, including the following:MonitoringNotification method(s) – e.g., web-based, email, SMSAlarm levels (e.g., Critical System Fault [Priority One], Major System Fault [Priority 2], Minor System Fault [Priority 3])Alarm threshold setting to reduce the number of minor alarm notificationsLogging – system logsMinimum of 180 days available onlineFiltering and sortingArchivingMaintenance test, make busy, service state change (e.g., in service/out of service) and configurationTroubleshooting toolsCall trace including indications of transfers that have occurred, or conference bridges and parties involvedCall quality measurements (e.g., MOS, jitter, latency)User-level diagnostics to isolate faulty hardware or softwareDebugging, core dump, crash logs and other utilitiesReportingIn addition to the standalone capabilities, the offeror shall describe capabilities to interface with other management systems using standard protocols such as Simple Network Management Protocol (SNMP) or Common Management Information Protocol (CMIP). Details to support the response:Escalation ProceduresOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesFollowing the solution cutover, 9-1-1 ACOG may require escalation of an issue for resolution. The offeror shall describe the escalation process that 9-1-1 ACOG and the PSAPs would utilize. The offeror shall provide documentation of the escalation process along with names, titles and contact information. The offeror also shall include the after-hour escalation process if it is different from normal work hoursThe escalation process shall address inclusion of the manufacturer in meetings and discussions with 9-1-1 ACOG when the offeror’s efforts have not resolved the issueEscalation processes shall describe in detail the model for owner/operator regarding resolution of critical defects, including time to resolution and engagement of Tier 3 or Tier 4 engineering and development resources Details to support the response:Software Backup and Restorationofferor shall support the?following:CompliesDoes Not ComplyPartially CompliesThe offeror’s solution shall perform automatic backups of software and databases. The backups cannot affect system performanceThe offeror’s proposal shall describe in detail the scheduled solution backups that will be performed during the warranty period on the workstations, servers and any other device that can have a database, operating system and/or configurations backed up. This is important to 911 ACOG to ensure timely restoration of a device in the event of a required replacement or database corruption. The offeror shall request authorization from 9-1-1 ACOG prior to performing maintenance or upgradesDetails to support the response:Software Defect TrackingSelected offeror shall support the?following:CompliesDoes Not ComplyPartially CompliesThe selected offeror shall provide, utilize and maintain an online site history log that tracks all system faults, resolutions and upgrades that are performed onsite and remotely. The offeror shall describe the process for managing the site logDetails to support the response:Spares, Advance Replacement and WarrantyOfferor shall support the?following:CompliesDoes Not ComplyPartially CompliesThe offeror’s solution shall include a critical spares kit, as well as a cache of non-redundant modules, such as interfaces and keyboards, representing 10 percent of the total implemented. These spares shall be stored at a location to be determined by 9-1-1 ACOG. The offeror shall provide a BOM and a description of its recommendation for spares storage.The offeror shall provide pricing and documentation describing the repair and advance replacement of solution components purchased by 9-1-1 ACOG and provided in the offeror’s proposalAll offeror-provided hardware, software and ancillary equipment must have a minimum three-year warranty period commencing upon 9-1-1 ACOG’s final acceptance of the system. The offeror must resolve all faults or malfunctions at no additional cost to 9-1-1 ACOG, which reserves the right to begin the warranty period earlier if only minor punch-list items remain unresolved—9-1-1 ACOG will provide notice in writing to the offeror if this is agreeableThe offeror must describe how out-of-warranty or maintenance agreement-covered items are repaired. The offeror shall describe the processes and procedures along with costing factorsDetails to support the response:Appendix, Attachment and Exhibit GuideTable 3: Exhibit GuideSectionTitlePageExhibit IInstructions for Proposal Compliance and Submittal REF Exhibit_1 \h PAGEREF Exhibit_1 \h 78Exhibit IICertifications of offeror PAGEREF Exhibit_II \h 79Exhibit IIICertification Regarding Debarment, Suspension, and Other Responsibility Matters PAGEREF Exhibit_III \h 80Exhibit IVCertification Regarding Lobbying PAGEREF Exhibit_IV \h 81Exhibit VDrug-Free Workplace Certification PAGEREF Exhibit_V \h 82Exhibit VICertification Regarding Disclosure of Conflict of Interest PAGEREF Exhibit_VI \h 84Exhibit VIICertification of Fair Business Practices PAGEREF Exhibit_VII \h 86Appendix A9-1-1 ACOG PSAP Site List, and Population and Call Data PAGEREF Appendix_A \h 87Appendix BPerformance Standards and Service Level Agreements PAGEREF Appendix_B \h 101Appendix CProcurement Policy PAGEREF Appendix_C \h 107Attachment APricing Matrix PAGEREF Attachment_A \h 108Attachment BBill of Materials (BOM) PAGEREF Attachment_B \h 109 FORMCHECKBOX UnderstoodExhibit I: Instructions for Proposal Compliance and SubmittalCompliance with the RFPSubmissions must be in strict compliance with this Request for Proposals. Failure to comply with all provisions of the RFP may result in disqualification.Acknowledgment of Insurance RequirementsBy signing its submission, offeror acknowledges that it has read and understands the insurance requirements for the submission. offeror also understands that the evidence of required insurance must be submitted within ten (10) working days following notification of its offer being accepted; otherwise, 9-1-1 ACOG may rescind its acceptance of the offeror’s proposal. The insurance requirements are outlined in Section 4 – General Terms and Conditions.Name of Organization/Offeror(s):Signature of Authorized Representative: Date: Exhibit II: Certifications of RespondentI hereby certify that the information contained in this proposal and any attachments is true and correct and may be viewed as an accurate representation of proposed services to be provided by this organization. I certify that no employee, board member, or agent of 9-1-1 ACOG or any public safety agencies supported by 9-1-1 ACOG has assisted in the preparation of this proposal. I acknowledge that I have read and understand the requirements and provisions of the request for proposals and that the organization will comply with the regulations and other applicable local, state, and federal regulations and directives in the implementation of this contract. I also certify that I have read and understood all sections of this request for proposals and will comply with all terms and conditions as stated; I, ______________________________________ (typed or printed name) further certify that I am the _________________________________ (title) of the corporation, partnership, or sole proprietorship, or other eligible entity named as offeror and offeror herein and that I am legally authorized to sign this offer and to submit it to 9-1-1 ACOG, on behalf of said offeror by 9-1-1 ACOG of its governing body.Name of Organization/Offeror(s):Signature of Authorized Representative: Date: REF Exhibit_III \h Exhibit III: Certification Regarding Debarment, Suspension and Other Responsibility MattersThis certification is required by the Federal Regulations Implementing Executive Order 12549, Debarment and Suspension, 45 CFR Part 93, Government-wide Debarment and Suspension, for the Department of Agriculture (7 CFR Part 3017), Department of Labor (29 CFR Part 98), Department of Education (34 CFR Parts 85, 668, 682), Department of Health and Human Services (45 CFR Part 76).The undersigned certifies, to the best of his or her knowledge and belief, that both it and its principals:Are not presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from participation in this transaction by any federal department or agency;Have not within a three-year period preceding this contract been convicted of or had a civil judgment rendered against them for commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (Federal, State, or Local) transaction or contract under a public transaction, violation of federal or State antitrust statutes or commission of embezzlement, theft, forgery, bribery, falsification, or destruction of records, making false statements, or receiving stolen property;Are not presently indicated for or otherwise criminally or civilly charged by a government entity with commission of any of the offense enumerated in Paragraph (2) of this certification; and,Have not within a three-year period preceding this contract had one or more public transactions terminated for cause or default.Where the prospective recipient of federal assistance funds is unable to certify to any of the statements in this certification, such prospective recipient shall attach an explanation to this certification form.Name of Organization/Offeror(s):Signature of Authorized Representative: Date: REF Exhibit_IV \h Exhibit IV: Certification Regarding LobbyingThe undersigned certifies, to the best of his or her knowledge or belief, that:No federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an officer or employee of a Member of Congress in connection with the awarding of any federal contract, the making of any federal loan, the entering into of any cooperative contract, and the extension, continuation, renewal, amendment, or modification or any federal contract, grant, loan, or cooperative contract; andIf any funds other than federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with this federal contract, grant, loan, and or cooperative contract, the undersigned shall complete and submit Standard Form – LLL, “Disclosure Form to Report Lobbying”, in accordance with the instructions.The undersigned shall require that the language of this certification be included in the award documents for all sub-awards at all tiers and that all sub-recipients shall certify accordingly.Name of Organization/Offeror(s):Signature of Authorized Representative: Date: REF Exhibit_V \h REF Exhibit_V \h Exhibit V: Drug-Free Workplace CertificationThe (company name) will provide a Drug Free Work Place in compliance with the Drug Free Work Place Act of 1988. The unlawful manufacture, distribution, dispensing, possession or use of a controlled substance is prohibited on the premises of the (company name) or any of its facilities. Any employee who violates this prohibition will be subject to disciplinary action up to and including termination. All employees, as a condition of employment, will comply with this policy.CERTIFICATION REGARDING DRUG-FREE WORKPLACEThis certification is required by the Federal Regulations Implementing Sections 5151-5160 of the Drug-Free Workplace Act, 41 U.S.C. 701, for the Department of Agriculture (7 CFR Part 3017), Department of Labor (29 CFR Part 98), Department of Education (34 CFR Parts 85, 668 and 682), Department of Health and Human Services (45 CFR Part 76).The undersigned subcontractor certifies it will provide a drug-free workplace by:Publishing a policy statement notifying employees that the unlawful manufacture, distribution, dispensing, possession or use of a controlled substance is prohibited in the workplace and specifying the consequences of any such action by an employee;Establishing an ongoing drug-free awareness program to inform employees of the dangers of drug abuse in the workplace, the subcontractor’s policy of maintaining a drug-free workplace, the availability of counseling, rehabilitation and employee assistance programs, and the penalties that may be imposed on employees for drug violations in the workplace;Providing each employee with a copy of the subcontractor’s policy statement;Notifying the employees in the subcontractor’s policy statement that as a condition of employment under this subcontract, employees shall abide by the terms of the policy statement and notifying the subcontractor in writing within five days after any conviction for a violation by the employee of a criminal drug abuse statute in the workplace;Notifying 9-1-1 ACOG within ten (10) days of the subcontractor’s receipt of a notice of a conviction of any employee; and,Taking appropriate personnel action against an employee convicted of violating a criminal drug statute or requiring such employee to participate in a drug abuse assistance or rehabilitation program.Name of Organization/Offeror(s):Signature of Authorized Representative: Date: REF Exhibit_VI \h Exhibit VI: Certification Regarding Disclosure of Conflict of InterestThe undersigned certifies that, to the best of his or her knowledge or belief, that:“No employee of the offeror, no member of the offeror’s governing board or body, and no person who exercises any functions or responsibilities in the review or approval of the undertaking or carrying out of this Contract shall participate in any decision relating to this contract which affects his/her personal pecuniary interest.Executives and employees of offeror shall be particularly aware of the varying degrees of influence that can be exerted by personal friends and associates and, in administering the Contract, shall exercise due diligence to avoid situations which give rise to an assertion that favorable treatment is being granted to friends and associates. When it is in the public interest for the offeror to conduct business with a friend or associate of an executive or employee of the offeror, an elected official in the area or a member of 9-1-1 ACOG, a permanent record of the transaction shall be retained.Any executive or employee of the offeror, an elected official in the area or a member of 9-1-1 ACOG, shall not solicit or accept money or any other consideration from a third person, for the performance of an act reimbursed in whole or part by offeror. Supplies, tools, materials, equipment or services purchased with Contract funds shall be used solely for purposes allowed under this Contract. No member of 9-1-1 ACOG shall cast a vote on the provision of services by that member (or any organization which that member represents) or vote on any matter which would provide a direct or indirect financial benefit to the member or any business or organization which the member directly represents”.No officer, employee or paid consultant of the offeror is a member of 9-1-1 ACOG.No officer, manager or paid consultant of the offeror is married to a member of 9-1-1 ACOG.No member of 9-1-1 ACOG directly owns, controls or has interest in the offeror.The offeror has disclosed any interest, fact, or circumstance that does or may present a potential conflict of interest.No member of 9-1-1 ACOG receives compensation from the offeror for lobbying activities as defined in the Code of Oklahoma Regulations 8 CCR 1510-1.Should the offeror fail to abide by the foregoing covenants and affirmations regarding conflict of interest, the offeror shall not be entitled to the recovery of any costs or expenses incurred in relation to the contract and shall immediately refund to 9-1-1 ACOG any fees or expenses that may have been paid under this contract and shall further be liable for any other costs incurred or damages sustained by 9-1-1 ACOG as it relates to this contract.Name of Organization/Offeror(s):Signature of Authorized Representative:Date:Exhibit VII: Certification of Fair Business PracticesThe undersigned certifies that:The submitter has not been found guilty of unfair business practices in a judicial or state agency administrative proceeding during the preceding year. The submitter further affirms that no officer of the submitter has served as an officer of any company found guilty of unfair business practices in a judicial or state agency administrative during the preceding year.Name of Organization/Offeror(s):Signature of Authorized Representative: Date: Appendix A – 9-1-1 ACOG and PSAP InformationPSAPPositionsCAMA TrunksAdmin Lines- All have PRI accessTrunk Recording at HostsStation RecordingCAD VendorBethany (P)6714 NW 36th StBethany, OK 73008230YYSpillmanCleveland County (P)111 N Peters Ave.Suite 600Norman, OK 73069240YYDel City (P)4517 SE 29th St.Del City, OK 73115240YYCardinalEdmond (P)100 East 1st St.Edmond, OK 73034878YYNew World SystemsEl Reno (P)116 N EvansEl Reno, OK 73036330YYITIEMSA (S)715 Robert S KerrOklahoma City, OK 73102658YYTri-TechGuthrie (P)306 W Oklahoma Ave.Guthrie, OK 73044220YYNoneLogan County (S)216 S Broad St, Guthrie OK 73044230YYMidwest City (P)100 N Midwest Blvd.Midwest City, OK 73110550YYTylerMoore (P)117 E. Main St.Moore, OK 73160430YYGlobalMustang (P)650 E State Hwy 152 Mustang, OK 73064428YYNoneNewcastle (P)860 N CarrNewcastle, OK 73065220YYNoneNichols Hills (P)6407 Avondale DriveNichols Hills, OK 73116220YYOTISNoble (P)115 N. 2nd St.Noble, OK 73068220YYNoneNorman (P) 6201-B West Gray St.Norman, OK 73069660YYGlobalOklahoma County (P)8029 SE 29th Midwest City, OK 73110440YYInteractThe Village (P)2304 Manchester Dr.The Village, OK 73120230YYNoneTuttle (P)4 SE 2nd St.Tuttle, OK 73089220YYNoneUniv. of Oklahoma (P) 32775 Monitor Ave.Norman OK 73072-7857333YYARMSWarr Acres (P)4801 N. ReevesWarr Acres, OK 73122220YYITIYukon (P)100 S Ranchwood Blvd. Yukon, OK 73099430YYNew World SystemsACOG Training (Trng)440NNNonePower911 Version5.5.4.152Viper Version4.1.4Workstation OSWindows 7 SP1LocationRoutersSwitchesServers KVM's Power SuppliesAIM's CIM'S PRI GatewaysWorkstationsMonitorsAdditional ItemsPrimary Host2 Cisco 38002 cisco catalyst 3750 V2 series switches2 cisco switches couldn’t find model9 HP Proliant DL160 G82 Dell Poweredge RG204 Rectifiers UR 48-71 KVM TRIPP-LITE B020-008-1718 CIMs1 Audio Codes Mediant 1000 1 Nextlog Recorder Eventide2 GDC Modems 5211 Spectrum Netclock 94833 Adtran Total Access 8501 Barracuda LoadBalancer 440Secondary Host2 Cisco 39002 Cisco Catalyst 38502 Cisco Catalyst 37504 HP DL160 G81 KVM TRIPP-LITE B020-008-171 Dell Poweredge RG204 Rectifiers UR 48-7 17 CIMs1 Audio Codes Mediant 1000 2 GDC Modems 5211 Barracuda LoadBalancer 4402 Adtran Total Access 8501 Nextlog Recorder Eventide1 DigiBethany1 Cisco 1841 1 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTCleveland County2 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V3PSAP OwnedDel City1 Cisco 1841 1 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTEdmond1 Cisco 1841 1 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 HP DL160 G81 TRIPP-LITE smart 2200RMXL2U8 TRIPP-LITE Smart 15002 AIMs5 Shuttle X35V33 HP rp580010 Dell 1708FPT6 HP EliteDisplay E201VOIP SERVEREl Reno1 Cisco 1841 1 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U3 TRIPP-LITE Smart 15003 Shuttle X35V36 Dell 1708FPTEMSA1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U6 TRIPP-LITE Smart 15003 AIMs6 Shuttle X35V312 Dell 1708FPTGuthrie1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTLogan County2 Cisco 19412 Cisco 1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 HP rp58002 HP EliteDisplay E201Midwest City1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U5 TRIPP-LITE Smart 15005 Shuttle X35V310 Dell 1708FPTMoore1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U4 TRIPP-LITE Smart 15002 Aims4 Shuttle X35V36 Dell 1708FPT2 HP EliteDisplay E201Mustang2 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 AIMs2 Shuttle X35V34 Dell 1708FPTNewcastle2 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTNichols Hills2 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTNoble1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTNorman1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U6 TRIPP-LITE Smart 15006 Shuttle X35V312 Dell 1708FPTOklahoma County1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U4 TRIPP-LITE Smart 15004 Shuttle X35V38 HP EliteDisplay E201Tuttle2 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTUniversity of Oklahoma1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U3 TRIPP-LITE Smart 15002 AIMs3 Shuttle X35V3PSAP OwnedVillage1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTWarr Acres1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U2 TRIPP-LITE Smart 15002 Shuttle X35V34 Dell 1708FPTYukon1 Cisco 18411 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U4 TRIPP-LITE Smart 15004 Shuttle X35V38 Dell 1708FPTACOG Training2 Cisco 19412 HP ProCurve 2610-24 J9085A1 HP DL160 G61 TRIPP-LITE smart 2200RMXL2U4 TRIPP-LITE Smart 15004 Shuttle X35V31 HP rp58009 HP EliteDisplay E2011 Dell 1708FPTPSAP2010 POP BY CENSUS2016 POP BY ESRI C A2017 POP BY ESRI C A2018 POP BY ESRI C A2019 POP BY ESRI C ABETHANY19,31220,36421,19120,99920,840CLEVELAND CO20,52021,79521,99222,19422,271DEL CITY21,39822,23222,65222,44822,175EDMOND93,780105,797109,011108,893108,537EL RENO21,41124,57723,50724,80124,839GUTHRIE29,26132,71032,24532,30232,264MIDWEST CITY54,36858,20759,35559,25658,503MOORE55,08159,14360,04261,75962,734MUSTANG19,05420,98521,20119,17919,393NEWCASTLE7,6859,2819,5299,9139,913NICHOLS HILLS3,7103,9003,9293,8813,804NOBLE6,4816,9636,9647,0267,195NORMAN104,058113,089115,026117,330118,372OKLAHOMA CO47,90852,22953,70753,81652,988OU PD5,8925,9365,9976,0025,978THE VILLAGE8,9299,3809,4959,6579,554TUTTLE6,0036,5636,8056,9757,093WARR ACRES10,10610,66411,03610,95410,861YUKON30,22034,21634,91934,20234,353TOTAL565,177618,031628,603631,587631,667????NON ACOG PSAP'sOKLAHOMA CITY576,974645,902662,556670,643667,979TINKER AFB2,8593,0042,9202,8442,828TOTAL1,145,0101,266,9371,294,0791,305,0741,302,4749-1-1 ACOG hosted call routing solution is serviced by the AT&T Selective Router, LATA 536 with SR CLLI Code OKCYOKUN1ED. This is a 5ESS switch located at Oklahoma City University, 2301 N Ollie, Oklahoma City, OK. 911 Control OfficeStreet AddressCommunityStateSwitch TypeSS7 CapableOklahoma City University2301 N OllieOklahoma CityOK5ESSYESAddress Location13431 Broadway Extension, OKC (Midcon)4121 Perimeter Center Pl, Oklahoma City, OK (Tierpoint Data Center)Appendix B – Performance Standards and Service Level Agreements (Part A)Performance Standards and TermsService Level AgreementAn agreement between 9-1-1 ACOG and the offeror that specifies, in measurable terms, the services that the offeror will furnish.Help Desk AvailabilityThe time of day resources are available to answer calls from 9-1-1 ACOG, create trouble tickets and dispatch technicians.Access to Technical StaffThe time of day technicians are available to assist 9-1-1 ACOG remotely and/or onsite.Regular Business Hours (RBH)Hours between 8:00 a.m. and 5:00 p.m. Central.Response TimeThe interval between a trouble ticket being created and when a qualified resource is actively involved in addressing issues recorded in a trouble ticket.Repair TimeThe interval between a trouble ticket being created and the technology issue being resolved, or an acceptable workaround is in place, and all functions have been restored to normal.System Performance Standards and ReportingRespondents must identify the SLAs and metrics for the system components that will be utilized to formulate the system performance measurements for each performance standard.System AvailabilityThe system must be available 99.999 percent of the time and is measured on a per-link basis.Service Level and Service Management Performance StandardServices referenced here are limited to those provided under the agreement. All times are averages over a rolling 12-month measurement period. However, there are provisions for declaring an SLA violation in cases where repeated instances occur over a short period of time.All time intervals are calculated to the nearest minute. Performance requirements are applicable to managed and non-managed services.Help Desk AvailabilityResources will be available (via an agreed-upon telephone number) 24 x 7 x 365 to process requests for service.Technician AvailabilityTechnicians will be available remotely and/or onsite as required, on a 24 x 7 x 365 basis.Web-Based Trouble Reporting and Tracking It is desirable that trouble reporting, and escalation tracking are submitted via a secure web-based portal. Incident Severity LevelsSeverity Level 1 – CriticalAn incident shall be categorized as a “Severity Level 1” incident if the incident is characterized by the following attributes: the incident (a) renders a business critical system, service, software, equipment or network component unavailable or substantially unavailable, or seriously impacts normal business operations, in each case prohibiting the execution of productive work, and (b) affects either (i) a group or groups of people, or (ii) a single individual performing a critical business function. Conditions in which a system function, workflow or process problem may include:Isolation of any single site or sites from the rest of the network, resulting in the inability for affected sites to communicate with the rest of the networkLoss of any single circuitDecrease in throughput equal to or greater than 20 percent of capacities at any data centerSeverity Level 2 – MajorAn incident shall be categorized as a “Severity Level 2” incident if the incident is characterized by the following attributes: the incident (a) does not render a business-critical system, service, software, equipment or network component unavailable or substantially unavailable, but a function or functions are not available, substantially available, or functioning as they should, in each case prohibiting the execution of productive work, and (b) affects either (i) a group or groups of people, or (ii) a single individual performing a critical business function. Examples of conditions may include:Loss of redundancy at data center connectionsSystem or component problem that could result in loss of a site without timely repairDecrease in throughput equal to or greater than 20 percent on any one circuitSeverity Level 3 – MinorAn incident shall be categorized as a “Severity Level 3” incident if the incident is characterized by the following attributes: the incident causes a group or individual to experience an incident with accessing or using a system, service, software, equipment or network component, or a key feature thereof, and a reasonable workaround is not available, but does not prohibit the execution of productive work.Severity Level 4 – MaintenanceAn event shall be categorized as a “Severity Level 4” incident if the incident is characterized by the following attributes: the incident impacts a group or individual affected by planned maintenance of the “service” or non-service impacting incident. Response TimeA qualified resource acknowledges requests for assistance by 9-1-1 ACOG via phone or email and commences investigation of trouble within the timeframes identified in the table below.Table 4: Response TimeTrouble CategoryResponse TimeSeverity Level 115 minutesSeverity Level 230 minutesSeverity Level 3Next Business DaySeverity Level 4Next Business DayRepair TimeIssues documented via the ticketing process will be resolved in the timeframes identified in the table below. Resolution may be either the final repair that returns the system to its normal functioning condition, or a 9-1-1 ACOG-accepted workaround accompanied by a plan to achieve the final repair.Table 5: Repair TimeTrouble CategoryRepair TimeSeverity Level 12 hoursSeverity Level 24 hoursSeverity Level 348 hoursSeverity Level 45 business daysEscalationEscalation of problems is critical to the quality of service provided. In cases where an interval identified in the table below has elapsed from the time the ticket was created, a request for assistance to the next higher level of technical support must be executed.Table 6: Escalation IntervalsTrouble CategoryIntervalSeverity Level 130 minutesSeverity Level 21 hourSeverity Level 336 hoursSeverity Level 496 hoursOnce an escalation has occurred, the Respondent will provide 9-1-1 ACOG with a status update within an agreed-upon interval until resolution.IP Network Measurements and ReportingNetwork PerformanceThe selected offeror must measure and report on the network performance against the service levels on a monthly basis. For any circuit downtime, outages, or interruptions, the selected offeror must provide a written report describing the degradation of service or outage, including the root cause and the plan to prevent similar occurrences in the future. Trend data must be supplied with this report that shows current and previous monthly performances.Outage ReportingIn the event of an unplanned outage, the selected vendor will provide to 9-1-1 ACOG a reason for outage (RFO) report. This report will include, but limited to the timeline, the cause of the outage, actions taken to resolve the issue, and any actions/processes to prevent similar outages from occurring in the future. 9-1-1 ACOG requires a preliminary report within 72 calendar hours and a final report within 10 business days to be measured upon correction of the outage.Bandwidth Management9-1-1 ACOG must be able to observe overall bandwidth usage and specific usage between sites. The selected offeror’s solution must be able to create detailed SLA monitoring reports in real time. 91-1 ACOG must be able to view real-time or near real-time bandwidth performance and utilization reports. The solution should determine automatically the traffic type and provide various views into bandwidth usage. A web-based portal or browser-enabled viewer is preferred.Voice Quality and Quality of Service (QoS) Voice quality must be maintained at traditional public switched telephone network (PSTN) levels and have priority over any other IP traffic. The solutions in place today use the G.711 codec, and the network must support voice quality that meets or exceeds ITU-T-P.830, and must be able to maintain a Mean Opinion Score (MOS) standard rating of 4.0 or work Management and MonitoringThe offeror must staff a network operation center (NOC) to respond to network issues and meet the service levels stated within this RFP. Proactive MonitoringIt is the responsibility of the offeror to provide active monitoring of its circuits for all network performance indicators described in Section 5.1.5 of the RFP. Offeror must proactively generate incident tickets and alert 9-1-1 ACOG defined in incident severity levels tables above for Response Time. Offeror should include any customer premises equipment. Service Level AgreementA service level agreement (SLA) is a contract between a service provider and the end user, which stipulates and commits the service provider to a required level of service.SLA ReportingOfferor shall provide a description of its reporting tool. A secure online SLA reporting tool is preferred. SLA reporting tools are expected to include both real-time and/or near real-time performance data captures in no greater than five-minute averages. The SLA reporting tool shall summarize network performance metrics by hour, day, week, month, quarter, and year. The mechanism must deliver automated SLA results to 9-1-1 ACOG on a monthly schedule. Quality of service (QoS) reporting shall present traffic by type. Reports shall include, at a minimum, statistics for latency, jitter, packet loss, and bandwidth utilization, and shall be available on demand with near real-time data. A web-based portal is preferred. Other relevant data also may be reported.Offeror shall specify how it will conduct and provide end-of-month and end-of-quarter reviews, accounting for any degradation of service to include service failures, as well as incidents and problems, and their resolution. Incidents shall be tracked via tickets and the ticket contents shall be made available to 9-1-1 ACOG.The network provider shall have automated systems to track all SLA deliverables and provide 9-1-1 ACOG with monthly reports detailing the provider’s performanceSLA ViolationsAn SLA violation shall have occurred whenever the offeror fails to meet any single performance level.An SLA violation shall have occurred whenever the average of any single performance item over the preceding two-month period fails to meet the service level. This is an “early warning” of an unacceptable trend.SLA Violation DamagesDamages shall apply whenever:Any single-performance-item SLA violation occurs in two consecutive monthsAny single-performance-item SLA violation occurs the month following an occurrence of an SLA violation per item 2 in Section titled SLA Violations of this document (the “early warning” violation).Any single SLA violation as described in Appendix B occurs for more than four hours.A chronic service outage will be deemed to have occurred if 9-1-1 ACOG experiences more than six outage occurrences, as identified in Section 1.13.1, in a rolling 12-month period, or if a service outage occurs for more than 24 hours and is not the fault or negligence of 9-1-1 ACOG. SLA Specific Network Service RequirementsNetwork Availability >/= 99.9%Latency </=50 msPacket Delivery >/=99.9%Jitter </= 5ms latency one-way, end-to-endLess than 0.1 percent packet lossSupport for multicast Multiple virtual routing and forwarding (VRF) Granular web-based QoS controls not limited to percentage allocationsProactive circuit monitoring and 5-minute proactive notification for circuit outageReal-time customizable packet-filtering portalPacket analytics storage for all packets for 90 daysAccept and honor QoS markings—i.e., Differentiated Service Code Points (DSCP)—as presented by 9-1-1 ACOG equipment, and pass markings through the network unmodifiedInstallationLess than 60 business days or 12 calendar weeks for each circuit to be installed and ready for turn up. Anything greater than 60 days will equate to one day’s credit per circuit not delivered, applied to first month’s bill.Appendix C – 9-1-1 ACOG Procurement PolicyA link to the ACOG Procurement Policy is provided below. A – Pricing MatrixThe pricing matrix is provided in a separate Excel file titled “Attachment A – Pricing Matrix.” Instructions to complete the pricing matrix are located under the Instruction tab in the Excel file.Attachment B – Bill of Materials (BOM) ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download