8.7 next generation 911 architecture - Mass.Gov

The Commonwealth of Massachusetts Executive Office of Public Safety and Security STATE 911 DEPARTMENT 1380 Bay Street, Building C, Taunton, MA 02780 [pic] NEXT GENERATION 911 PRODUCTS AND SERVICES REQUEST FOR RESPONSE State 911 14-002 Issued: October 4, 2013 Updated: March 21, 2014 POINT OF CONTACT:
Karen Robitaille
State 911 Department
1380 Bay Street, Building C
Taunton, MA 02780
Telephone: 508-821-7221
Facsimile: 508-828-2585
E-mail: Karen.Robitaille@state.ma.us Contents
1 Definitions 10
1.1 Acronyms 20
2 DESCRIPTION OR PURPOSE OF THIS PROCUREMENT 22
3 ACQUISITION METHOD TO BE USED FOR THIS CONTRACT 22
4 REQUEST FOR SINGLE OR MULTIPLE CONTRACTORS 22
5 USE OF THIS PROCUREMENT BY MULTIPLE DEPARTMENTS 23
6 ANTICIPATED DURATION OF CONTRACT, INCLUDING RENEWAL OPTIONS 23
7 ANTICIPATED EXPENDITURES AND COMPENSATION STRUCTURES 23
8 PERFORMANCE AND CONTRACT SPECIFICATIONS 24
8.1 PROJECT OVERVIEW 24
8.1.1 Scope 25
8.1.2 Format of Response 27
8.1.3 Alternatives 27
8.1.4 Minimum Bid Duration 28
8.2 COMPLIANCE WITH LAW 28
8.2.1 Standards 28
8.2.2 Open Standards 29
8.2.2.1 Special Equipment 29
8.2.3 Facilitating Transition 29
8.3 ESINET 30
8.3.1 Network Design 30
8.3.2 System Networking Requirements 32
8.3.2.1 PSAP Network Bandwidth 32
8.3.3 Diverse Network Entries 32
8.3.3.1 ESInet Demarcation Point 32
8.3.3.2 Network Failover 33
8.3.4 Network Performance and Service Levels 33
8.3.4 Service Level Agreements 34
8.3.4.1 Packet Latency (20 ms) 34
8.3.4.2 Packet Loss (0.5%) 34
8.3.4.3 Jitter (20 ms) 34
8.3.5 Performance Degradation and Circuit Failures 34
8.3.6 Timely Installation Intervals for New Service Requests 34
8.4 Network Security 35
8.4.1 General 35
8.4.2 Network Security Standards 35
8.5 DATA CENTERS 36
8.5.1 Data Center Network Bandwidth 37
8.6 GEOGRAPHIC INFORMATION SYSTEMS 37
8.6.1 Polygon Boundaries 38
8.6.2 Street Segment File 38
8.6.3 Point Address Locations From Structure Polygons 39
8.6.4 Other Spatial Data 39
8.6.5 Sample Spatial Data 39
8.6.6 Orthophoto Interface 39
8.6.7 GIS Data Normalization Services 40
8.7 NEXT GENERATION 911 ARCHITECTURE 40
8.7.1 Routing Requests 42
8.7.2 Connectivity 42
8.7.3 Customer Premises Equipment 42
8.7.4 Applications and Appliances 43
8.7.4.1 Availability 43
8.7.4.2 Application/Appliance Security and Authentication 43
8.7.5 Border Control Function 44
8.7.6 Emergency Call Routing Function 44
8.7.7 Emergency Services Routing Proxy 44
8.7.8 Location Validation Function 45
8.7.9 Rules-Based Routing Proxy 45
8.7.10 Call Distribution 45
8.7.11 Legacy Gateways 46
8.7.11.1 Legacy Network Gateway 46
8.7.11.2 Legacy PSAP Gateway 46
8.7.12 Location Information Service Interface 47
8.7.13 ALI Database Services 47
8.7.14 Spatial Information Function 48
8.7.15 Recording and Reports 48
8.7.15.1 Event Reports 48
8.7.16 Printers 49
8.7.17 Instant Recall Recorders 49
8.7.18 Digital Logging Recorders 49
8.7.18.1 Local Logging Recorder Interface 49
8.7.19 Voice Quality Standards 50
8.7.20 Back to Back User Agent Usage 50
8.7.21 Time Server 50
8.7.22 User Interface 50
8.7.23 Mapping 51
8.7.24 Private Switch Automatic Location Information PS/ALI 51
8.7.25 Interface to CAD 51
8.7.26 Administrative Lines 51
8.7.27 Abandoned and Silent Calls 52
8.7.28 Audio Monitoring 52
8.7.29 Remote Ringer 52
8.7.30 Simultaneous Calls 52
8.7.31 Limited Secondary PSAP Equipment 52
8.7.32 Mobile PSAP 53
8.7.32.1 Administrative Telephones 53
8.7.32.2 Installation Requirements 53
8.7.32.3 Deployment Configuration 53
8.7.32.4 Post-Deployment Configuration 53
8.7.32.5 Simulated Environment 53
8.7.32.6 Terminating Analog Lines 53
8.7.32.7 UPS Maintenance 53
8.7.32.8 Spare Parts 54
8.7.32.9 Mobile PSAP CPE Monitoring 54
8.7.32.10 Additional Mobile PSAP Services 54
8.7.33 Administrative Positions 54
8.7.34 User Logins 54
8.7.35 Auto Dial Entries 54
8.7.36 Headsets/Handsets 55
8.8 SYSTEM ADMINISTRATION 55
8.8.1 Environmental Requirements 55
8.8.2 Diagnostics 55
8.8.3 Self-Monitoring 56
8.8.4 System Health Monitoring 56
8.8.5 Remote Access 56
8.8.6 Alarm Categories 56
8.8.7 Operational Reporting 56
8.9 PROJECT MANAGEMENT 58
8.9.1 Contract Manager 58
8.9.2 Project Manager 58
8.9.3 Change Management 59
8.10 SYSTEM RELIABILITY AND AVAILABILITY REQUIREMENTS 60
8.10.1 Software Upgrades and Documentation 60
8.10.2 Configuration Documentation and Changes 60
8.11 SECURITY, ANTI-VIRUS, AND PATCH MANAGEMENT 61
8.11.1 Anti-Virus and Patch Management 61
8.11.2 Security Procedures 62
8.11.3 Software Integrity Controls 63
8.11.4 Encryption 63
8.11.5 Authentication, Authorization and Accounting 64
8.11.6 Intrusion Prevention and Detection 64
8.11.7 Disaster Recovery/Business Continuity 64
8.12 TRAINING 65
8.12.1 Training Material 65
8.12.2 Operations Training 65
8.12.3 Conversion Training 65
8.12.4 PSAP Administrator Training 66
8.12.5 State 911 Department Regional Training Centers 66
8.12.6 Accessibility of Training 67
8.13 MIGRATION, DEPLOYMENT, AND INSTALLATION 67
8.13.1 Migration Plan 67
8.13.2 System Installation 68
8.13.2.1 Quality Assurance Requirements 68
8.13.3 System Testing 69
8.13.3.1 ESInet Test Procedure 69
8.13.3.2 Functional Acceptance Test 70
8.13.3.3 Throughput Acceptance Test 70
8.13.3.4 Availability Acceptance Test 71
8.13.4 Installation Support 71
8.13.5 Description of Procedures 71
8.13.6 Storage 72
8.13.7 Quality Control Records 72
8.13.8 Corrective Action 72
8.13.9 Resistance to Interference 72
8.13.10 Emissions Criteria 72
8.13.11 Responsibility for Contractor Equipment 72
8.13.12 Testing of Equipment and Construction 73
8.13.13 Protection of Work and Property 73
8.13.14 Validation Testing Documentation 73
8.13.15 Site Cutover Project Plan and Advanced Notification
Documentation 73
8.13.16 ESInet Circuit to PSAP Testing 74
8.13.17 Staging Requirements 76
8.13.18 Full System Staging Test 76
8.13.19 Disassemble and Re-pack for Shipment 76
8.13.20 Waste Disposal 77
8.14 ACCEPTANCE OR REJECTION PROCESS 78
8.14.1 Acceptance or Rejection of Site Cutovers 78
8.14.1.1 Site Cutover Acceptance Package 78
8.14.2 Acceptance of Other Deliverables 79
8.14.3 De-Installation of Legacy CPE 79
8.14.4 Retainage 79
8.15 PSAP AND DATA CENTER MOVES 80
8.16 PSAP AND DATA CENTER EQUIPMENT INVENTORY 80
8.17 CIRCUIT ID INVENTORY 80
8.18 INVENTORY MANAGEMENT 81
8.19 ELECTRICAL, WIRING, AND CABLE 81
8.19.1 Electrical 81
8.19.1.1 Electrical Standards 81
8.19.1.2 Surge Protection/Surge Suppression 82
8.19.2 Wiring and Cabling 82
8.19.2.1 System Cabling 82
8.19.2.2 Grounding 84
8.20 WARRANTY, MAINTENANCE, AND MONITORING 84
8.20.1 Design and Operation 84
8.20.2 Configurations 84
8.20.3 Equipment Models 85
8.20.4 Product Life Cycle 85
8.20.5 System Documentation 85
8.20.6 Maintenance and Monitoring 86
8.20.6.1 Warranty Period 86
8.20.6.2 Maintenance Following End of Warranty Period 86
8.20.6.3 Equipment Replacement 87
8.20.7 Customer Support Services 87
8.20.7.1 Help Desk 87
8.20.7.1.1 Help Desk Software Tools 88
8.20.7.2 Repair of Troubles 88
8.20.7.3 Network Operations Center 89
8.20.8 Training of Technicians 91
8.20.9 Monitoring of Applications, Appliances, and CPE 92
8.20.10 Performance Monitoring 93
8.20.11 Remote Diagnostics 93
8.20.12 Notification and Escalation 93
8.20.13 System Malfunction 95
8.20.14 System Backup and Restoration Capability 95
8.20.15 UPS Maintenance and Monitoring 95
8.20.16 SNMPv3 Support 96
8.20.17 Preventive Maintenance 96
8.20.17.1 Preventive Maintenance Tasks 96
8.20.18 Spare Equipment Repair and Replacement 97
8.20.18.1 Spare Inventory at Contractor Locations 97
8.20.18.2 Spare Inventory at PSAPs and Data Centers 97
8.20.19 Repair and Service Facilities 98
8.20.20 Maintenance of Contractor-Furnished Software 98
8.20.21 Electrostatic Discharge Precautions 98
8.21 ADDITIONAL SERVICES 98
8.22 REMOVAL OF CPE, APPLICATIONS, AND APPLIANCES 99
8.23 COMPLIANCE WITH AMERICANS WITH DISABILITIES ACT 99
8.24 COMPLIANCE WITH INFORMATION TECHNOLOGY DIVISION ACCESSIBILITY
STANDARDS 99
8.24.1 AT/IT Adaptive List 99
8.24.2 Software Developed under the Agreement 100
8.24.3 COTS and ASP Software 100
9 BIDDER QUALIFICATIONS 101
9.1 Open Ratings/Dun & Bradstreet (D&B) 103
9.1.1 How to Request Reports 103
9.1.2 Use of Reports Obtained Previously 104
9.1.3 Errors in Open Ratings / Dun and Bradstreet Reports 104
9.1.4 Explanation Required for Certain Ratings 104
10 CONTRACTOR PERFORMANCE REQUIREMENTS AND MEASURES 104
10.1 Remedies 104
11 INTELLECTUAL PROPERTY RIGHTS 105
11.1 Source of Property 105
11.2 Contractor Property and License 106
11.