ORDER NO. 31062 REQUEST FOR PROPOSALS FOR MASS NOTIFICATION SERVICES Carne to be heard this the 27th day of October, 2008, with a motion made by Commissioner Williams, seconded by Commissioner Oehler. The Court unanimously approved by a vote of 4-0-0 to: Authorize the issuance of a Request for Proposals for Mass Notification Services, and advertise theIsame as required. ll 3~OL~ COMMISSIONERS' COURT AGENDA REQUEST MADE BY: Commissioner Williams OFFICE: Precinct Two MEETING DATE: October 27, 2008 TIlVIE PREFERRED: SUBJECT: Consider, discuss and take appropriate action to authorize issuance of a Request for Proposals for Mass Notification Services, and advertise same as required. EXECUTIVE SESSION REQUESTED: (PLEASE STATE REASON) NAME OF PERSON(S) ADDRESSING COURT: Commissioner Williams. ESTIlVIATED LENGTH OF PRESENTATION: IF PERSONNEL MATTER -NAME OF EMPLOYEE: Time for submitting this request for Court to assure that the matter is posted in accordance with Tide 5, Chapter 551 and 552, Governmerrt Code, is as follows: 'Meeting scheduled for Mondays: 5:00 P.M. previous Tuesday. THIS REQUEST RECEIVED BY: THIS REQUEST RECEIVED ON: All Agenda. Requests will be screened by the County Judge's Office to determine if adequate it~on has been prepared for the Court's formal ca~nsderation and action at time of Court Meetings. Your cooperation will be appreciated and contribute towards you request being addressed at the earliest opportunity. See Agenda Request Rules Adopted by Commissioners' Court. Request for Proposal I~a~s ~tot~cation Services Kerr County Commissioners' Court 700 Main Street Kerrville, Texas 78028 i Table of Contents Section 1: Overview ....................................................................................................3 Section 2: General Information and Background .....................................................4 Section 3: Questions ...................................................................................................5 Section 4 Schedule & Submittal instructions .......................................................... 6 Section 5: Proposal Response and Presentation ..................................................... 7 Section 6: Scope of Work ~ System Requirements .................................................8 Section 7: Implementation Plan ...............................................................................16 Section 8: Pricing ......................................................................................................17 Section 9: Proposal Evaluation and Award .............................................................18 Section 10: Conditions ...............................................................................................19 Section 11: Agreement /Contract .............................................................................20 Section 12: Customer Refer,ences ............................................................................21 ' ~'~ ~ Page 2 of 21 October 21, 2008 i Section 1: Overview Kerr. Countyrs accepting proposals from qual~ied firms to provide a .robust, interactive, high speed notifsation system that can send notifications to pre-iden#fied recipients as well as to geographically identified recipients using a GI5 (Geographic lnfomiation System) intertace. The system must be capabea of being configured to send notfiications to thous~ds of contacts including staff, associates and first responders of Kerr County as well as citizens and members of the general public. The system must be available to initiate and deliver notifications 24 hours a day, 7 days a week, 365 days a year. Kerr County intends to use the system in the following ways. List types of notifications ~.e., describe the scenarios or use cases) Notification of weather-re{eted hazards, i.e., flooding fires, etc. and Notiflcation of pandemic-related hazards, i.e., small pox, anthrax, bird flu, etc. Not~lon of HAZMAT relatiad hazards, i.e., chemical fires, spills, biological contamination, etc. Notiflcaflon of voteNpolliny place information, i.e., voter registration, voting dates, times and pieces. Notification of government office closures, i.e., our of the ordinary closures public may be unaware. Such other notifications as may from time-to#ime be required. ^ ,_ For each type of notification: Identify type of rer~pient (employees, first responders, residents, etc.) Kerr County Citizens Identify number of contacts for each rtotificatiort This depends on th+e area affected, but could be from dozens to thousands, i.e., 47,Ot)0-pins for entire county. Identify expected response r.e., no response, confirmation-only, polled response, etc.) No response from citizens would be required. Identify any timing requirements Transmit at fastest available rate which should be Limited only by the number of LEC trunks availab~. Identify any spec,~al requirements (i.e., bridges to conference calls, TTY, TTD) Kerr County will have to solicit citizens input on TTY, TTD requirements. The system/solution must be scalable and secure and must be customizab~ through configuration options. It must be delirren3d via a hosted SaaS (software as a service) solution so that no hardware or software must be purchased or maintained by Kerr County. prc~rt Page 3 of 21 October 21, 2008 i ~dction Z: General infor~natioin .and Background Kerr Caanty is a political subdivision of the State of Texas, chartered in 1857. '~,~ ' , ',,. Page 4 of 21 October 21, 2008 •_ ~@ctiOt13: QU8~9~fJ118 Ail gta3stions about this Request for Proposal must be submitted in writing end delivered electrnrticgNy to Commissioners' Court Administrator, Kerr Courrty, 700 Main Street, Kenvitle, Teas 78028, on or before the required due date.. Written answers ~ the questions wilt be provided h? aN respondents of the RFP in accorcMnce with the schedule of errents. Questions n:ceived after the deadline for submitting questions wits not be answered. i~ '` ' Page 5 of 21 October 21,2008 i Section 4: Schedule & Sui~mi instructions Schedule of Events Ttc initial mailing c~ RFP Deadline for submission of questions Deadline for submission of proposals Contract award (estimated) 4.1 Cost to Prepare .~~R~~: All costs incurred in the preparation and submission of responses to the RFP shall be the responsibility of the Respondent. 4.2 Late Prop. :Proposals recalived af6er the due date and tams wIN not be ca~sider~ed and will be returned unopened to the sender. Regardless of the method used for delivery, Respondents shall be wholly responsible for the timely clepvery of submitted proposals. 4.3 Preparation: Proposals mould be prepared in such a way as to provide a straightforward, corpse delineation ~ capacity to satisfy the rBquirements of the RFP. Expensive bindings, cobr displays, promotional materials, etc., are not necessary or desired. Emphasise should concentrate on confomnance to the RFP instnrctions, responsiveness. to RFP requirements, and on oompieteness and clarity of content. Ali proposals and accompanying documents become the property of Kerr County. 4~1~~• 4.5 Proposal Dsliverv Instructions: Submit proposals and mark boxes/snvelopes plainly as indicated below: RFP: For. Mass ~~ ,: Page 6 of 21 October 21, 2008 i L '( Se~#lon 5: Proposal Response and Presentation General: Hard Copy Proposal:. Each proposal response shall consist of ~ binder(s}-submit one master, ® paper copies, and ~ electronic copy response in single document in Adobe PDF format. only on a CD. Clearly label and index binders with appropriate section and sub-section numbers as referred to herein. Email Proposal: Email a single cx~py of the proposal response to the contact stated in section 4.5. The proposal response must be a single document in Adobe PDF format only. Format of Response Label and include the following sections in the proposal. Number each page individually and provide a tabs of contents. 5.1 Respondent ~xrnerie and Personnel: A description of the respondent's company, including the organization's experi~ce and history with providing services to similar organizations. 5.2~,tustomer References: Provide three customer references by completing the Customer Reference form in Section 12 of this RFP. 5.3 Contirac~or and_ Subcon~acfior t.istino; If applicable, submit the names, addresses, phone numbers, and applicable licenses of alt firms that will provide services in c~rtjunction with the performance of this agreement. 5.4 Score of Work .& .System Reouirets: Describe the approach to be taken including, but not limited to, how the project will be organized,. number and types of staff involved. Complete the matrix and answer all questions in Section 6 of this RFP and include them in section 5.4 of your response. 5.5 imclemen#atiQn Schedule: Provide a sd~edule of events that dearly ind~ates the time sequence for tasks that are required #o perform major components of the implementation. See Section 7 of this RFP for more detailed instructions. 5. P in :Provide pricing information. See Section 8 of this RFP for more detailed instructions. 7 Additional Inf#iQn_: Respondenrt(s} may provide additional information that is relevant to this proposal for consideration. Additional information must be limited to two pages or less. Kerr County reserves the right to require any or ail Respondent(s) to either make a presentation that illustrates their abilities relative to this effort and/or attend an interview session to gauge their suitability to provide services for this project if so requested, the Respondent(s) shall make their personnel available within ten (10) calendar days of request. No cost allowance shall be permitted for this requirement _, Page 7 of 21 October 21, 2008 i Section 6: Scope of Work & System Requirements Provide a robust, interactive, high speed r~tincation system that can send notifications to pro-identfied recipients as welt as to geographically identfied recipients using a G!S (Geographic Information System) interface. The system must be capable of being configured to send notifications to thousands of contacts includ~tg the staff and associates of KERR COUNTY as well as members of the public and emergency first responders. Using the Response Codes below please indicate if your system meets the system requirements listed in the table in this set~ion. '-i ' . E~eflntti~- ~ 7tle requirement w~ be rnet try me core functionalRy otthe system proposed. mis Meat fundionaYty k akeady operatbnei at other sites. i2equireunent 2 Requirement vent be rrlet blrsoftvvare that is currently under development, ~ Bata test, or t~naer yet released. Provkle target release date. 3 Requirement wip tae mat wfth mites meditications to existklg software. All work vrNt be Miner[ performed by the vender and pridng must be ilduded. This work must be noted in the Modilidttiort project pion and schedule. 4 Requirement wir ba tnst b7 major mgdions to exleting sdtware or by new cuatrun soft= Myor ware devabpmeM. Ap work w~ be performed by the vendor and any additional costa must Cust+wNtatbn be noted. b Requirerrlent e~ be p-ovWed #~t~h a thit~d arty soh~lott patdfer. When resporrellrg wRh s Third-Part~t 2 vendors moat deacx~e how the naNtyr wAt be achlered' an+d whether any set-up work wiN bs dOne by file Vendor cr customer. 6 Requirement wtl be met by the use. of proposed software Moss such ae a report wrs+er, .query Other ~ngusge or spreadsheet. When respondk-g with a 3, vendors-must desexibe hove the Took requirement should. bee met and whether the set-up work wtl rte done by the vendor or exretorner. 7 Vendor cannot mant requirement. Not Available ' _ ,, _ Page 8 of 21 October 21, 2Q08 i system Requlirements: .~,, iii Ysh~,~ , 8.1 ~aflKal uh~msnids 6.i.i A solution designed specifically. for mass notification using the Sass (software as a service) model so that 1) No hardware is required beyond existing PC workstations with Micxosoft OS Windows 2000 and ail later MS OS and with Microsoft IMemet Explorer 6,0 or later. 2) Set up is fast and easy 3) Upgrades and enhancements are provided seamlessly at no additional cock 4) A separate installation and separate maintenance is not required for eac customer. 6.1.2 Capability to i ' e c~iiis to at least 10,000 contacts at onetime and to defiver at /east 50,000 30 second local o Ion istance vt~ice hour. 6.1.3 Scalabiliity to accommodate additional contacts on-demand 6.1.4 Security to preNent inappropriate use a to maintain privacy of contacts including loginlpassword authentication and access through hops secure c~mmunicetions 6.1.'S Ability to initiate and deliver notifications 24x7x365 with at least 99.996 avafiabil' 6.1.6 Abilty for the notification to be delivered to the first intended contact device within two minutes of the oast to do so. B.LT Abi to a naudittrackin . 6.1.8 The appik~tion can be configured and ready for testing within SO days after the urchase order has been received. 6.2 Nolriflcat[ons 6.2.1 Ability to send notifications to any pre- identified recipients (such as employees, vendors, and fast responders) and to geographically- ide~titied recipients through a standard GIS (Geographic information S em interface ' ,~ Page 9 of 21 October 21, 2008 ~... { ~ 4r .1 }~ ~ NT _ { ~ M. G ~~ t~ .` ~, ~ t k v ~ n~ "t ,. ~ ,. i ~ ~5` ,_~ 8.2.2 Ability to set up user-defined fields in the profiles of message recipients.. Abitiiy to salad message recipients based on the user-defined fields (e.g., to send the message to people in a particular location or with a particular skill or based on other user-d+afined cr8eria 6.2.3' The ability to send'pofiing" broadcasts pre-defined rec~i~ts, where a reclp~ent is asked to respond to a question or series of uestions. 6.2A Ability to send geographic polling notifications. 6.2.5 As part of the notification solution, provide the abilityy for citizens to self register additional coritad infom~tion such as a mobile number or e-rratil address. Preferably this should be acxomplished 8trough a link on the Kerr Coun webske; 6.2.8 Ability to notify pre-identified reapients via: 1. Phone (lantl-line, mobile, satellite) 2. Blackberry 3. PDA 4. Text message 5. Instant message 6. e-mail 7. fax 8. 1 way and 2-way SMS Plus the ability to receive confim~ations from the contacted device. Ab~ity to provide for at least 8 different c:ontad numbers/addresses and to receive confirmation of receipt of the message. Please note an exc 'ons to the above. 6.2.7 Ability to sequence the contact paths. AbiNty to provide two different sequences depending on whether ~ is an emergent notification or anon-emergency notification. 6.2.8 Ability to send notifications to pre-defined groups of people where each individual within the group has their own contact information and can confirm receipt of the masse e. 6.2.8 Ability to send to selected groups and selected individuals with a single masse e 8.2.10 Ability to cxeate, send, and manage notifications from any computer, using a browser at an 18ne 6.2.11 Ability to call a live operator 24x7x365 to create and send notifications ", Page 10 of 21 October 21,2008 i \. k ~ ~r ~f ~ r`1 R ~ ~{ F - 1 ~e S~.,tR ~ .,Ay _ 1 _ ~. 6.2.12 Ability to enter a message in text and to have it translated to speech (i.e., text fin- s function 6,2.15 Send notifir~ions using text to speech in Wish, Frent~ or E ish. 6.2.14 The appprn shall be able to perform as many radial aitempts as requested by the user and can va b notific~etion. 6,2.15 Capability to confirm receipt of messag and to request that the message be ed. 6.2.16 Ability to save pre-recorded vice end text messages for later use 6.2,1 Ability to re-send a notific~fion to only those who did not respond to the original notification. 6.2,18 Abipty to record a message which empbyees can then access by caging a top-tree number. 6.2.19 Abipty to autometicsdly request that at least` 90 employees join. a conference cal when they receive a notification and a k on their t fione. 8.2.2x! Ability to send notifications at the same time to the same or different 6.2.21 Abi' to set recuni notitoations. 8332 Abi to ovens +cap-bl ' 6.233 Ability to notify those with special needs throw h TTY. 6334 Abil~y to recoM "messages that can then be ecx:essed via tal-free cap-in. 6.235 Abipty to escalate messages vrhen the intended recipient has net confirmed receipt of a message (with at lf~est tMee levels of on- on 6.236 Abipty to set up'quota notifications" that end after apre-determined numtrer of confirmations are received and then contacts those who confirm a~ the quota is reached to inform them that they are no lon er Wearied. 6.237 Abilky to ct~tomize-the telephone number display {caper ID) for voice messages and the email addresses for text masse es 6338 Abipty to customize the greeting that recedes a masse delivered b voice. 6.239 Can provide a library of message maps to incorporate into notifications. Please list available message libraries and number of available maps for each: (e.g. Pandemics, Earthquakes, Hurricanes, etc. Yctu~il Page 11 of 21 October 21, 2Q08 i '4 ~ ~ - {~ (~ iI nor l .`N S.. .. .,_ - 6.3 Sela~ , Areas 6.3A Abigty to search for a geogrephic location using the fouowing criteria: 1. Address 2. Street Name 3. Strsets/Cross Streets 4. Community! City Search criteria is not case sensitive. An indicator shows when a search is in progress and completed. H not records rriatCh, a'n0 match found' message is displayed. 8.83 .When the Search is Complete, th@ result is highlighted on the map. 6.3.3 Search capabilities using Soundex 6.3.4 If more than one record matches the search, the records are sorted end provide options for de#ermining the correct record. 6.3.5 Ability to send notiAcations to a selected re hic area b zi `code. 8.3.8 Ability to identify a geographic area defined by an address and a radius around that adcNess. 6.3J Ability to salad a street segmen by selecting a street name and two cxoss- street names. 6.3.8 Abiltiy to use an interactive map through a standard GIS format to select a geographic area using polygonsJdrawing tools. Interactive map functions should indude zoom iNouE using zoom buttons and using pre-defined zoa~n levels (e.g., street, cdy, state,. county), movemen north, so east. and.:. west. 6.3.9 a ability to add ocganiza#ion-specific Suggested GIS Layers: Centerline road 1"ile, address point data, stom layers th maps in order to target city limb boundaries, county boundaries, ESN boundaries, lire unic~tions more precisely and district boundaries, ISD boundaries, voter/polling precinct ' sly plus the ability to viewthide boundaries, Commissioner's boundaries, major waterways (rivers re-detirted map layers.. Kerr Coiurrty and streams), and aerial layers. Theme layers are available houid add specfic examples of through Kerr 9-1-1 agency; and such other layers as may be inert layers . For example, location determined by Commissioners' Court and Kerr County Sheriffs f power stations; utility poles, fire Office. ydrents, poNce Nations, fire stations, ovemmen officers schools etc. ~~~~ Page 12 of 21 October 21, 2008 . ~ { :~t '; w'S, x . * .'~~; ; 4'T r k a ':~ . _ i t 11. ~ ~ .,: - 6.3.10 Ability to import pre-eadsting shape files polygons (e.g. neighbofiood boundaries) from other applic~ions to quiddy select a geographic are.. t~lease describe the way in which the uirement win be met. 8.3.11 Ability M use existing ESRI G{S dsfa and the latest ESRI IMS and SDE versions cum 8.2 8.3.12 Abilfiy to save selected geographic 'activation' areas and scenarios: 8.3.14 AbiNty to directly acquire and provide dt¢en coMad it-fom~ation for the required areas with authorization. from the 8.4 6.4.1 Ability to view notification results data in real-time while a notifretion is in rasa and aRer it is 6.43 NotifietioNbroadest results reports contain the following infomnation: a. Name of ttre broadcast b. Date and time of the broadcast c. Name of the person who initiated th broadcast d. Number of radial attempts requested by initiator e. Summary statistics including total contacts, total confirming receipUnot confirming receipt, %confim>ing/not confimning receipt ff a po~ng broadcast, a total for each response. f. Detailed calving infomration indudin call-resuR of each ATTEMPT within the broadest including the addresses and assoaated phone numbers attempted, the attempt number {if multiple attempts/re-dials are requested) and the result: a. Confirmed (with date 8 time) b. Busy c. No Answer d. Voicemail 8.4.3 Ability to view broadcast results by either confirmed or non-confirmed responses o both. 6.4A Ability to epture and view'poNed" responses whether they are selected responses (e.g. press 1 for yes; press 2 for no) or an informational response to a polling question (e.g., a phone number, a date, or a uan ~~~t Page 13 of 21 October 21, 2008 C ~: ~ }. } ,~ ~ ,~ . r ~` z ~~ ., 6.4.5 Ability t0 produce ad-ttoc repoKs using all data. 6.4.6 Abi~y to trade and report on user-defin fields for Fue-detiruai users (such as division or bufiding la~Or-t. FiT1111 or PDF Tormat 6.3 Contact i'rtrorrnation im C lltfes 8.5.1 Ability to import employee t~rrcad infom~ion from an s~isting database e.. P eSolt~Orede HR :5.2 Ab to upload can data in .csv fom~at. Ab~ityto upload group and escalation information in the same u load 6.5.3 Ability to updata pie records with data and i ca ab~ities. 6.6 Custt~mer service 8 User f~acur 6.8.2 Ava~able customer service 24x7X~5 for emergency service c~Ns and at i~st 10 hours a day for non-emergency service calls. 6.7 Further Description of Services Provide the following information for evaluation purposes. Provide information in the order below. A. Hardware: Describe minimum requirements for existing PC workstations to access the notification system. B. Trainin :Describe how the Respondent proposes to furnish initial and foliovwup training to the C. Usability: Has your system undergone a usability test? Please provide most recent usability test report. D. System Reliability: a. What is your system availability for initiating and sending voice and text notifications? Page 14 of 21 October 21, 2008 ~~ b. Does your company offer a Service Level Agreement for perfom~ance? ff yes, please include. c. Does your company have multiple geo-dispersed data centers? Please describe. i. System configuration (e.g., prtimary/backup, active-active, standby). What is the process for failover? ii. If your system uses a failover conf~uration or standby, is there any network or telephone capaclty loss and what is it'? iii. if the system. fails over, what s#eps are required on the customer side to continue operations? iv. Are all system c:omponerrts in multiple data centers? Please describe the level of redundancy, including: 1. Application database 2. Application servers 3. Web servers 4. Telephony servers d. Are your data centers co-located at the telecommunications point of presence? E. System Security: a. Please describe the following types of security provided for your system/solution. i. Physical: System co-location facilities must be housed in a SAS 70 Type II certified facllity. Please disclose whether or not your facllities have this certification. Describe your physical security. ii. Network: Describe your network security. iii. Transmission: Describe your transmission security. iv. Database: In which database is your customers' data stored (e.g., Oracle, SQL Server, etc.j? Describe your database security. b. Has your staff undergone Personnel Security Training? ff so, describe the training. c. Has your system/solution undergone a security audit and/or test. ff so, please provide most recent security audit/test report. d. Have your employees had security clearance checks and investigations? Please describe security c~arance checks and investigations your employees have completed. Page 15 of 21 October 21, 2008 i (_ `- ~ Section 7: impl~men#~atlon `Klan Provide a project scl'tedule that cxarresponds to the implementation approach. The proJec# schedule should include: Ntajor tasks, subtasks, and task owner ii. Task durations iii. Task deper-dencies iv. Deliverable dates (which can be in the form of milestones) v. Other milestones Express tasks in daily durations; example: Contact list upload and verification (1.5) working days, +~c. Page 16 of 21 October 21, 2008 i Simon 8: Ping Page 17 of 21 October 21,2008 i /__ ~- aect~on ~. Propose! Evaluan and Award '.. ~ ~ ' . , ` .. Page 18 of 21 October 21,2008 won 10: C4ttr~~#ions 10.1 Excesses: 1 . Iris ram: 10.3 Assi~ment: Any attempt by Su ~ der to asst n or use transfer any interest in this Agreement writhout the prior written consent of ~~ shad be void. 1;0.4 Attomev's Fees: The parties agree that in the event of a dispute, each .party will bear its own casts of litigation and attorney's fees. 10.5~g~ian~ w~#h law: The Supplier shall comply with a{i appNcable federal, state and Ivcal states, reguiatiorts, ordlnarroes, or other legal requirements that apply. ! T ~ of 1Moron: Supplier shall preserve in strict confidence any information obtained, assembled or prepared in vonnecdon with the performance of this Agreement 10.7 Dispu~i Resolution: 1Q.8 Inconsistenaes irk Cc~,nditian,,,~: In the event there are inconsistenaes between the spec cations, Scope of Work, and the propcsai terms ar conditions, contained herein the proposal t®rrns and conditions wig take precedence. 10~.9,~detnr~'r . _ i`Jkf Page 19 of 21 October 21,2008 i Sec~on 11: Ag~ment / Contract Respondent shalt. review and note any exceptions to the sample cx~rrtract below. ;~! , Page 20 of 21 October 21, 2008 i 5~~tl~n 12: Cu~tt>imer R~a~reinces Phone: E-mail address: Description of service provided: Com f anization: Confect n: Address: Phone: Fax #: E-maii address: Description of service' provided: Com !o ization: Contact rson: Address: Phone: Fax E-rnaii address: Description of service provided: ~. ~ Page 21 of 21 October 21, 2008