Next Generation E911 Consultant

Roles/Responsibilities:

• Task 1: Technical and Project Management Support
  • Provide ongoing technical and project management expertise to support the City's NG9 1-1 Project Team.
  • Assist in the development and maintenance of a detailed project schedule, including milestones and dependencies.
  • Develop and track project budget; identify funding coverage through State 9-1-1 SETNA (State Emergency Telephone Number Account) funds and develop contingency plans for unfunded items
• Task 2: Development and Evaluation Requirements Support
  • Facilitate and document business and technical requirements for the replacement system.
  • Assist the City's NG9-1-1 Project Team with the evaluation of available NG9-1-1 vendor solutions for technical feasibility, compliance with NENA i3 standards, and alignment with City needs.
  • Assist in the vendor selection process, including participation in evaluation panels, development of evaluation criteria, and scoring methodologies.
• Task 3: Procurement and Contracting Support
  • Assist DEM in procuring the replacement NG9-1-1 system via the State 9-1-1 Systems and Services Master Purchase Agreement.
  • Support the development of contract terms, service level agreements (SLAs), and project deliverables with the selected vendor.
• Task 4: Implementation Planning Support
  • Develop a practical and phased implementation plan.
  • Assist in the planning of system testing, acceptance procedures, and cutover strategies.
  • Develop a comprehensive training plan for DEM staff and stakeholders.

1. Task 5: Continuity of Operations Planning (COOP) Support: The Consultant shall develop a comprehensive Continuity of Operations Plan (COOP) to ensure uninterrupted emergency call-taking and dispatch services in the event of system disruptions or facility outages. The COOP shall include, but not be limited to, the following components:
2. 5.1 Backup Operations Framework and Technical Design
   • Develop a detailed backup operations framework and technical design that defines procedures for maintaining operations and transitioning to an alternate answering system.
   • Analyze potential failure scenarios (e.g., network outage, facility loss, ESInet failure) and describe how critical 9-1-1 call functions will be preserved under each condition.
   • Provide a comprehensive description of maintenance requirements, activation triggers, and operational dependencies for the backup system.
3. 5.2 Alternate Call Diversion and Routing Procedures

• Evaluate the capabilities of automatic error coding to determine whether it meets operational requirements for alternate call diversion.
• If existing automatic error coding capabilities are insufficient, collaborate with the State of California to design and document alternate routing procedures and policies that replicate or improve upon the City's current alternate routing plans.

1. 5.3 Backup PSAP Solution and Cost Estimates

• Develop cost estimates and implement recommendations for a PSAP backup solution, including the ability to receive and process calls if the primary PSAP at DEM's 1011 Turk facility becomes unavailable.
• Provide network and system diagrams, architecture recommendations, and specifications for a backup CPE solution located outside of 1011 Turk Street.

1. 5.4 ESInet Backup and Resiliency

• Identify and support the design of an ESInet backup rack location, preferably in a geographically agnostic site outside the City and County of San Francisco (CCSF) boundaries.
• Ensure the proposed solution includes resiliency measures, redundancy, and alternate routing capabilities that maintain connectivity and service continuity during outages or disasters.

1. 5.5 Interagency Coordination and Funding Alignment

• Engage with state-level partners (e.g., CalOES, State 9-1-1 Branch) and other stakeholders to explore collaboration opportunities, operational alignment, and funding mechanisms that support and strengthen the City's COOP strategy.

• Task 6: System Architecture and Integration Support

• Ensure compatibility and implementation of Unified Logon capability across platforms.
• Assist with the development of a resilient environment including exploring hybrid architecture of both On-Premise and Cloud based CPE

• Task 7: Documentation and Administrative Support

• Track and manage project deliverables and deadlines.
• Prepare meeting materials and summaries.
• Review vendor submissions and technical documentation for accuracy and completeness.

• Task 8: Optional/Future Services (Contingent on Follow-on Phase)

• A follow-on phase may be contemplated following vendor selection. In this phase, the consultant may be engaged to support:
• Implementation oversight.
• Development and execution of installation and testing plans.
• Training plan design and deployment.

Mandatory Skills:

1. Demonstrated expertise in NG9-1-1 implementations, including NENA i3 standards/architectures.
2. Familiarity with California's NG9-1-1 environment, including coordination with CALOES and experience with the ESInet rollout across the state.
3. Five (5) years of verifiable consultative experience with a government agency having similar size to the City and County of San Francisco in the past 10 years.
4. Five (5) years of verifiable experience designing and implementing 9-1-1 PSAP Telephone systems having similar size to the City and County of San Francisco in the past 10 years.
5. Proven project management for large-scale NG9-1-1 deployments.
6. Experience working with large, urban public safety communications agencies, with a clear understanding of the operational and technical complexity of a jurisdiction the size of San Francisco.