ORDER NO. 31149 BIDS FOR MASS NOTIFICATION SERVICES Came to be heard this the 12th day of January, 2009, with a motion made by Commissioner Letz, seconded by Commissioner Williams, the Court unanimously approved by a vote of 4-0-0 to: Open bids from the RFP for Mass Notification Services from: 1. Blackboard Connect, Inc., 1St yr annual cost $118,453.20. 2. Twenty First Century Communications, with all different prices; one-time set up fee, annual recurring fee, per call charge, optional charges, training. 3. Intrado, Inc., with a number of individual pricing items; per-call basis, training, etc. 4. Simplex Grinnell with various pricing options; with a 3-year contract for $5,000 minutes usage, $95,696, unlimited usage, $124,527, and various options for aper-call basis. 5. Code Red (Emergency Communications Net) states in its pricing section, under Option 1, annual Kerr County total, $10,000, under Option 2, unlimited, $17,500, Option 3, annual Kerr County total, $25,000, and then there is a weather warning pricing, standard annual Kerr County total, $35,000. 6. Avtex, LLC. It's a City watch Notification Solutions. Pricing, unlimited calling, $36,000. Emergency calling or unlimited calling, $72,000. Multi-year discounts, speaks for itself. Accept all bids and refer to the Sheriff for analysis and recommendation. ~~~ 3r~~~ COMMISSIONERS' COURT AGENDA REQUEST PLEASE FURNISH ONE ORIGINAL AND TEN (10) COPIES OF THIS REQUEST AND DOCUMENTS TO BE REVIEWED BY THE COURT MADE BY: Commissioner Williams MEETING DATE: January 12, 2009 OFFICE: County Commissioner TIME PREFERRED: 9:30 AM SUBJECT: Open bids received from the RFP for Mass Notification Services and distribute to appropriate personnel to begin the review and evaluation process. EXECUTIVE SESSION REQUESTED: (PLEASE STATE REASON) NAME OF PERSON ADDRESSING THE COURT: Comm. Williams ESTIMATED 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 Title 5, Chapter 551 and 552, Government Code, is as follows: Meeting scheduled for Mondays: THIS REQUEST RECEIVED BY: THIS RQUEST RECEIVED ON: 5:00 PM previous Tuesday @ .M. All Agenda Requests will be screened by the County Judge's Office to determine if adequate information has been prepared for the Court's formal consideration and action at time of Court Meetings. Your cooperation will be appreciated and contribute towards your request being addressed at the earliest opportunity. See Agenda Request Rules Adopted by Commissioners' Court. ., .._, ~. .._ .. _ ..~... . _ . ~._ ,... _.. _. .. _ ',t ac oar ~~. t t ~ ~~ .~. ~ a The Connect-CTY®Service A Service of Blackboard Connect Inc. Response to: Request for Proposal: Emergency Notification System Prepared for: Kerr County, TX Due Date: Friday, January 9, 2009 Contacts: Dana Aiken, Vice President, Sales Operations: (818) 808-1776, Dana.Aiken~blackboardconnect.com Brendan M. Cotter, Managing Director, Connect-CTY: (818) 808-1449, Brendan.Cotter@blackboardconnect.com Dan Petersen, Regional Vice President: (818) 808-1452, Dan.Petersen®-blackboardconnect.com David Najar, RFP Director: (818) 808-1461, David.Najar~blackboardconnect.com ~,~. Blackboard Table of Contents 5.1 Respondent Experience and Personnel .........................................................................3 5.2 Customer References ...................................................................................................8 5.3 Contractor and Subcontactor Listing ..........................................................................9 5.4 Scope of Work & System Requirements .....................................................................10 5.5 Implementation Schedule ..........................................................................................35 5.6 Pricing ........................................................................................................................37 Terms and Conditions ......................................................................................................40 Service Level Agreement ................................................................................................42 2 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard 5.1 Res ondent Ex erience and Personnel . _ .~ Blackboard Connect Ina ("BCI"; f/k/a The NTI Group, Inc.) understands the Kerr County ("County" or "Kerr") to seek a fully hosted, time-sensitive system for a reverse notification system. BCI proposes that our system-the Connect-CTY service--exceeds the requisite functionality for the County's Request for Proposal for mass notification services, and provides a highly responsible, unlimited solution which allows the County to provide maximum flexibility in alerting systems. Overview: For more than seven years, Blackboard Connect Inc. ("BCI"; f/k/a "The NTI Group, Inc.") has demonstrated superior experience sending time-sensitive mass notifications through our web-based, fully hosted systems (ASP/SaaS). Our main business activity is to enable leadership of govemmental entities to send time-sensitive voice and text notifications to their populace quickly and efficiently. Our award winning inaugural service-the Connect-ED®service-- launched in 2001, under the name of PACE. BCI acquired PACE's company in early 2004 to expand the company's position as the recognized leader in rapid school-to-parent communications. In 2005, BCI expanded our service to four service lines, each designed for a specific governmental end-user: Connect-CTY for municipalities and counties, Connect-ED® for K-12 schools and school districts, Connect ED for Higher Education, and Connect-GOVT for state and Federal entities. BCI's sole business activity is to enable leadership of govemmental entities to send time-sensitive voice and text notifications to their populace quickly and efficiently. Through our four products, BCI serves over 21,000 client sites across the United States. With each, BCI utilizes a philosophy of proactive, all-inclusive service - we don't just send messages, we utilize an ongoing collaborative approach, working with the client to identify, document, and utilize best practices that tie directly to the client's emergency and communications plans. About our ASP/SaaS: The Connect CTY service is afully-hosted, web-based Application Service Provider (ASP)/Software-as-a-Service (SaaS) solution, not a hardware solution or a hybrid solution. The service does not require any additional hazdwaze, softwaze, or phone lines to be purchased or maintained by the Village of Glendale Heights ("Village"). No components or specific configurations aze required to use the service. So long as the Village user has a telephone and web-enabled device (e.g. computer) available, the user can send a message. The user can also record and send a message using only a telephone when necessary. The service is fully independent of the Village's IT hazdwaze and telecommunication system. We utilize an open architecture to allow for rapid expansion as our clients' needs grow. The architecture exists on hazdwaze ranging from Dell web and application servers, to Cisco networking equipment, to EMC storage arrays. Organization: Blackboazd Connect Inc. has 139 full-time employees located at one corporate office, two satellite offices, and multiple sales and Client Caze employees distributed across the United States. Blackboard's corporate headquarters are located at 15301 Ventura Blvd., Bldg. B, Ste, 300 Sherman Oaks, CA 91403; our satellite offices are located in Washington D.C. and suburban Boston, MA; and in independent locations throughout the United States (client care and sales). As BCI 3 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard., ~~~~~1 ~~~c: ~. is afully-hosted ASP/SaaS solution, all services can be performed remotely. Training can also be performed on-site as preferred by the Village. All of BCI's full-time employees aze available to support the account at need. As of January 31, 2008, BCI is a wholly owned subsidiary of Blackboard, Inc. Please see the section which follows for more information about our parent company. About Blackboard, Inc.: On January 31, 2008, Blackboard Inc. and The NTI Group, Inc. fmalized their merger, making Blackboard Connect Inc. (f/k/a The NTI Group, Inc.) a wholly owned subsidiary of Blackboard Inc. What follows is the corporate history of Blackboard, Inc. Formed in 1997, with a vision of transforming the Internet into a powerful environment for the education experience, Blackboard quickly became the leading provider of e-education systems. Blackboard's roots originate with its first teaching and learning software platform, CourseInfo, which was created within the education community. In 1997, the founders of Blackboard were contracted to help lead the formation of the Educause IMS standards group for online education technology. At the same time, astudent-faculty team at Cornell University was developing a software product that would power online education and be scalable for wider institutional application. Recognizing the high demand for a sophisticated, easy-to-use, and affordable online education software platform, the two groups merged in June 1998 to form Blackboard Inc. and released the first generation of our teaching and learning software platform, Courselnfo. Initially starting with only a handful of professionals, Blackboard has grown over the past eight years. As of December 31, 2006, we had 765 employees, including approximately 156 in sales; 61 in marketing and business development; 146 in support, ASP hosting and production; 146 in research and development; 136 in consulting services; and 120 in general administration. Eight years later, Blackboard and its clients have pioneered the emergence of the e-education industry around the world. Company Core Mission: The merged Company's mission is to enable innovations everywhere by connecting people and technology; this mission has been significantly enhanced by the complementary experiences that Blackboard and Blackboard Connect Inc. have enjoyed during the last decade. The Company will accomplish this mission by providing a rich eLearning experience to all our users, extending our social and online networks, and by providing tools that enable lifelong learning, communication, and security. Our mission is to continue to deliver excellent products and services to our clients worldwide by building a strong, integrated Company and by combining the best practices of each entity to solidify our product solutions and roadmap and by supporting the entire education experience. At BCI, Client Care is a key component of our service. We provide 24/7/365 Client Care technical and customer support for all users to address service and/or maintenance issues through a 24 hour toll-free support. The "hot line" number connects users to our Client Care Specialists directly. Telephone response time, in the unlikely event that it is not immediate, is within 15 minutes or less. Client Caze support is also available through a-mail access. That said, the following individuals will act as the County's account representatives: Direct Project Team: Ms. Tessa Carag, Senior Director of Client Care 4 All Content ©2008 (Blackboazd Connect Inc. All Rights Reserved Worldwide Blackboard As Senior Director of Client Care, Ms. Carag is responsible for a team of Specialists focused on two of BCI's divisions ("verticals"), Connect-CTY for cities, counties, states and municipalities, and Connect-ED for Higher Education. For ,, both verticals, the Client Caze Team facilitates and accelerates each client's transition through BCI's implementation experience; from the initial process of technology integration, database creation and management, protocol definition and structure, and training to launching of the Connect service. Ms. Carag has been an integral part of the Client Care Team for three years and continues to play a key role in the design of the process work-flow development Ms. Carag's teams have trained and successfully launched clients across the country in both large and small institutions. Today, BCI serves well over 500 Higher Education sites across the country with Connect ED for Higher Education- including well known private colleges and universities, from Caltech on the West Coast to Princeton, Georgetown, and Yale on the East Coast. NTI serves state colleges aswell-such as Texas Tech and University of Oklahoma-and community colleges, such as Delawaze County Community College, Front Range Community College and Santa Monica College. Our higher education segment is a key and growing part of our overall client base, reaching over 2.5 million students. Ms. Carag holds a B.S. in Business Computer Methods from California State University, Long Beach, and also holds an M.B.A. from Loyola Marymount University. Prior to working for BCI, Ms. Carag worked in Program Management and in other Product Development capacities for companies in the printing and automotive industries. Project Specialist, Ms. Barbara Hsieh, Client Care Manager `' Ms. Hsieh is a talented and enthusiastic team member, with an attention to detail garnered from her experience in funds management and account and customer service. Ms. Hsieh is a graduate of UCLA, and is bilingual in both English and Chinese. Mr. David Garcia, Director of Client Integration and Support Mr. Gazcia is the senior member of our integration team who works with clients to automate the data integration process. He will also work with County representatives and technical staff to establish and maintain the web portal for County use to collect augmented data. Mr. Gazcia is a graduate of UCLA, with over six years experience in support and quality assurance. He has certifications/training in Mercury Interactive -Test Director, WinRunner, Load Runner and is conversant with a number of networking software systems, including FTP, BITS, TCP/IP Connectivity, Apple Talk, Active Directory, 1ZightFax, WINS, DNS & DHCP servers, Timbuktu Pro, Rea1VNC, and MSTSC. Ms. Ginger Johnson, Integration Specialist As Integration Specialist, Ms. Johnson is responsible for supporting the integration process with Mr. Garcia. She handles much of the day-to-day trouble shooting and data load issue resolution. Her job is to work in collaboration with Mr. Garcia and the County to ensure that they have the autoscripts needed for a smooth integration process. 5 All Content ©2008 ~ Blackboazd Connect Inc. All Rights Reserved Worldwide Blackboard , ~;~ =I ~~?Cr .) Ms. Johnson received her project management certification from UCLA in software development and has over 10 years of experience in IT and data integration. Additional Support: The following individuals are not directly assigned to the project, but support the project at need. Mr. Mario Joy, Vice President, Client Care As head of the Client Care Department, Mr. Joy is responsible for providing high level direction for this project and every project, and working with Ms. Carag to address the County's overall goals for the service, their requirements, and any special practices or policies that the County wishes to implement based upon best practices derived from other city clients that will be shared by Ms. Carag. Mr. Joy works with Ms. Carag to regularly audit the team's progress toward each site's goals as well as toward the overall goals of County. Mr. Joy has over 11 years experience in Client Care, Internet usability, and telecommunications. Prior to BCI, Mr. Joy managed customer service and reporting for the Subscription Products division of the Walt Disney Internet Group. At Disney, he was responsible for ensuring exceptional experiences for families on the Internet. Since coming to BCI, Mr. Joy has supervised implementation, training, and support for several of the largest urban public school districts in the country during his tenure at BCI, such as Miami-Dade County Public Schools and Houston Independent School District. Mr. Joy received his bachelor's degree from California State University, Sacramento and is fluent in both English and Spanish. Mr. Bing Chen, Senior Director, Product Development As Senior Director of Product Development, Mr. Chen is responsible for ensuring the smooth development and integration of new features and functionality throughout the system. Mr. Chen has been an integral part of the BCI Team since 2001 and continues to play a key role in the design of the user-interface. Prior to his tenure with the Product Development Team, Mr. Chen worked with the higher education Client Care Team and helped ensure that Connect ED became a key component of the communication strategy for several major colleges and universities across the United States. Mr. Chen has over 17 years of experience in project management, business and support services in a variety of markets including: health care, business applications consulting, and education. Mr. Chen received his Masters in Business Administration from Loyola Marymount University in Management Information Systems, and his Bachelor of Science from Loma Linda University in Respiratory Care Clinical Management. Mr. Chen has a certificate in Systems Analysis and Networking as well. General Staff Qualifications: Beyond the dedicated team and those listed below in back-end support, additional staff members that will assist with the project for the County hold the following professional certifications and degrees. This list is by no means exhaustive, but rather a representative sample of the combined expertise of the employees of BCI who will run and support the project i 6 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ,) t..- i~ s t' f g ~ ~., t implementation and ongoing support of the County. Should the County need additional information regarding the professional qualifications of any member of the team, we would be happy to provide additional information. "~, Degrees: Within BCI's Technology Team of 28 employees, all employees have the appropriate training, background, degrees, and certifications for their role. Team degrees include, but are not limited to the following: Bachelor of Science degrees in the areas of Engineering, Computer Science and Math. Additionally, the Team includes staff with Masters of Science degrees in Electrical Engineering and several staff with Masters of Science degrees in Computer Science. Technology Certifications: Members of the Technology Team hold the following certifications related to their responsibilities and experience with delivery of Mass Notification Systems: • MCSE: Microsoft Certified Systems Engineer • MCP: Microsoft Certified Professional • CCNA: Cisco Certified Network Associate • CISSP: Certified Information Systems Security Professional • QUALYS • NSA - IEM • MS Certificated Professional -Windows Clustering • MS Certificated Professional -SQL Server Administration • Six Sigma Green Belt Training • U.S. Army Signal Corp (Multi-Communications) Project Management: Members of the Technology Team and/or Project Management Team hold the following certifications related to their responsibilities and experience with delivery of Notification Systems. • Project Management Professional (PMP) Certified • Certified Information Systems Auditor (CISA) Certified • Cal Tech/JPL Project Management Certificate 7 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard 5.2 Section 12: Customer References Compan /or anization: Iredell County, North Carolina Contact erson: Mr. Tracy Jackson Address: 200 South Center St., Statesville, NC 28677 Phone: (704) 878-5037 Fax #: Not available j E-mail address: _ ___ _ _ ~ Description of service provided: TJACKSON~CO.IREDELL.NC.US ~~ BCI has provided a full service notification solution for the County and its 52,000 households and businesses since October 2006. Com an /or anization: Ci of Pomona, CA Contact person: Amy Carver Address: 505 South Gra Ave. Phone: (909) 620-2011 Fax #: Not available E-mail address: _ AMY CARVERna,CLPOMONA.CA.US Description of S@rVICe provided: BCI has provided a full service notification solution for the County and its 47,500 households and businesses since December 2007. Com an /or anization: Contact person: _ ~ Tom Green County __~~ MIKE BROWN Address: 112 W. Bearagaud ~ ~~ --~~--N_---~- Phone: (325) 653-3318 Fax #: Not available E-mail address: MIKE.BROWNna,CO.TOM-GREEN.TX.US Description Of Service provided: BCI has provided a full service notification solution for the County and its 5 02 00 0 households and businesses since October 2006. 's` 8 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ~ L,..1.,.1 E 1 f i. 5.3 Contractor and Subcontractor Listin This section is not applicable to Blackboard Connect Inc. BCI will not use Subcontractors to perform services for the County. 9 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard 5.4 Section 6: Scope of Work and System Re uirements System Requirements: Requirement Req Response Comments / Explanation.. No. Code 6.1 General Re uirements 6.1.1 A solution designed specifically for 1 e Connect CTY service is afully-hosted web-based mass notification using the SaaS , (software as a service) model so that: Software-as-a-Service (SaaS) solution, not a hardware solution or 1) No hardware is required beyond hybrid solution. The service does not require any additional existing PC workstations with azdwaze, software, or phone lines to be purchased or maintained Microsoft OS Windows 2000 and all later MS OS and with Microsoft y the County. No components or specific configurations are Internet Explorer 6.0 or later. equired to use the service. So long as the County user has a 2) Set up is fast and easy elephone and web-enabled device (e.g. computer) available, the 3) Upgrades and enhancements are ser can send a message. The user can also record and send a provided seamlessly at no additional cost. essage using only a telephone when necessary. The service is 4) A separate installation and lly independent of the County's IT hardware and separate maintenance is not elecommunication system. re uired for each customer. 6.1.2 Capability to initiate calls to at least 1 CI has Service Level Agreements (SLAB) with multiple 10,000 contacts at one time and to deliver at least 50,000 30 second local elecommunications providers which allow us to initiate at least orlong-distance voice messages per hour. ,000,000 60-second voice messages per hour. BCI is able to ' itiate at least 1,000,000 a-mail and e-mail-based text messages SMTP) per hour and at least 1,800,000 SMS text messages SMPP) per hour. BCI's clients currently use less than 2% of our ontracted capacity daily and BCI is committed to growing that apacity to keep pace with increasing client demand, as emonstrated by our historical capacity growth pattern. The Connect-CTY service also utilizes reliable and proven delivery ethods, including superior call routing, throttling, and load alancing via proprietary algorithms. The service is tested and roven daily--sending over 240 million calls and over 17 million ext-based messages in 2007 6.1.3 Scalability to accommodate additional 1 contacts on-demand 6.1.4 Security to prevent inappropriate use 1 e Connect-CTY service provides the following features for and to maintain privacy of contacts including login/password ystem security: authentication and access throw h ld All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ~/ R~1 No. Requirement ~Code~ Comments./ Expianataon https secure communications • Transmission Security: BCI utilizes secure transmission for all data transfer to and from the clients' databases. • Call Authorization: Using our patent-pending Call Authorization feature, users can require authorized individuals to approve any message before it is sent based upon client-defined issues as well as user roles and rights. Approval may be grated securely using just a telephone. Clients may set their own parameters around not cation events which will prevent users from sending an unauthorized call or sending a call at an inopportune time of night. • PIN Authentication: The service offers the option to require the call recipient enters a PIN before a message is played. This feature may be fumed on for a call by call basis. This feature is primarily used for inter-office and/or divisional transmissions to confirm that the correct recipient is reviewing confidential information. LDAP Security Provision: The Connect-CTY service is capable of integrating directly with the LDAP system to provide end user authentication, allowing users to have the same user name and password for our service that they currently use for their employee log-in, but that information is not passed to BCI. It also ensures that, should a user no longer be an employee, that user is immediately unable to use the system without the County having to take further action. o assure system security, BCI follows the standards set by ISO International Organization for Standardization), specifically ISO 17799 and IS027001, and NIST (National Institute of Technology), which establish international guidelines and best 11 All Content ©2008 (Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard. (y;(~~i ~t~~~c~~) Requirement Req Response Comments !Explanation N0. Code ractices for initiating, implementing, maintaining, and improving ' ormation security management in the following areas; Business ontinuity planning; System access control; System development d maintenance; Physical and environmental security ompliance; Human resources security and personal security; omputer network management. BCI employs afully-certified Security Manager (NSA-IEM, CISSP, Watchfire & Qualys ngineer). Additionally, BCI utilizes state-of--the-art equipment to rotect all data involved in any transaction; and, performs ackground checks on all employees conducted by third party rofessionals. BCI performs bi-annual internal audits and annual hind-party audits; in our most recent third-party audit, BCI eceived a triple-A rating which is the highest rating available. 6.1.5 Ability to initiate and deliver 1 CI's systems are high availability with no single point of failure. notifications 24x7x365 with at least 99.9% availability ach individual site has server and system redundancy, and we rovide multiple sites. Therefore, if a specific system fails, ou;- otification service is not impacted or stopped. For this reason, CI's service availability was well over 99.99% including cheduled and unscheduled maintenance for the past 24 months. d, the County is able to deliver notifications 24x7x365. 6.1.6 Ability for the notification to be 1 delivered to the first intended contact device within two minutes of the re uest to do so. 6.1.7 Abili to rovide to in audit trackin 1 6.1.8 The application can be configured and 1 ready for testing within 60 days after the urchase order has been received. 6.2 Sendin Notifications 6.2.1 Ability to send notifications to any pre-identified recipients (such as 1 Grouping' The service includes an easy to use, self- employees, vendors, and first dministered contact management solution which supports responders) and to geographically- ~ identified recipients through a dividual or group notification based upon group import at initial standard GIS (Geographic Information System) interface ata u load, grou creation b user or ad hoc P P Y group creation via e Call List Importer feature. The service allows all users the bility to create an unlimited number of groups. Users may also ategorize contact data by contact types. There is no limit to the ser's ability to target communications to select groups or ubgroups of community members. 12 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ~rrr R~1 No. Requirement Response Code Comments /Explanation Geo-Calling: The Connect CTY service provides an awazd- inning Geo-Calling feature. Our geographical calling feature as led to Blackboard Connect Inc.'s recent selection as an award ecipient for GIS (Geographic Information System) technology om the world-leader in GIS technology: ESRI. BCI will be eceiving the "Special Achievement in GIS" award 2008 at the pcoming ESRI 28th Annual User Conference. ccording to ESRI representatives, "This award is being given to ser sites azound the world in recognition of their outstanding ork in the GIS field." Blackboard Connect Inc. "was selected to eceive this prize from over 100,000 user sites worldwide." formation about the awazd will be available at the ESRI Web sit t www.esri.com/sas. ow it Works: When delivering notifications within a specific ea, the service provides aweb-based mapping system the Geo- alling feature--that allows the user to target a specific selea ar tMt 6alact pnw (6eo-hN/nv) ~~~ecb~~ canbcb @' s .., ASa!S+s/I1~°ne~10&._ sekQ.Br 9G7~N1[ M21D N 6AREY ST & WESTMONf [at ~~~ taM1 1.1 fi.. _ A~Pjn µ ~KYa~~Or 2ip_.,~. ._: POtyOpn - ~Y .312 SAN PEORO, C4 51iPF SOC ~. (blurt tm+/ Otli2r'. 17 - Nuror: DuRr: _ SYael C+eup ~ ~ ~ g Nurp seMRion has notbiw+saratl ~ '_ara.:.e~ - -....... ' .~.`.~_'. ~t Ya. R. 6i , ' ~T ~j~ i~~ ~ f x s - Q i tom m.a 6 h tRaMre lWXS [.ur.i ~~ ~ i'.. Ear++mu ~ + (~ ('' ~ ~ ~ _i~.. - ~ 11~ ~ 5. ~ c ~ ~ " ° ~... wan x'. A.ar.y ,'. ,~na :a.a. _. wiiw ~r wnnm ~rriaaie .sail f~~K ~<,~ a eographical area and identify contacts within that designated area. Specifically, the service is capable of creating call lists by using 13 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard, Requirement Req Response Comments /Explanation No. Code riteria such as radius, zip code, donut, free-form polygon shapes, d GIS Generated Boundary File ("shape file"). To create a olygon, the user simply clicks as many points on the map as are eeded to create the desired calling area. fter drawing a shape on a map, the service will call the phone umbers within the selected geographic area. This feature rovides great flexibility in mapping selections to optimally geo- arget the audience to receive specific messages. Some of the enefits of using our service are that the service is fully compatible ith ESRI and accepts ESRI shape files, without requiring a oftware license. To ensure ease of use, our geographical calling eature does not require the user to be an ESRI specialist. BCI derstands that when a crisis hits, users with widely varied echnical proficiency may be called upon to communicate with onstituents. Overly technical or complex solutions may confuse e user during a time of crisis, when the need for clarity is cru- ~ ' The County benefits from BCI's easy to use geo-calling feature, d award-winning Graphic User Interface. 6.2.2 Ability to set up user-defined fields in 1 gain, the service includes an easy to use, self-administered the profiles of message recipients. Ability to select message recipients ontact management solution which supports individual or group based on the user-defined fields (e.g., to send the message to people in a otification based upon group import at initial data upload, group particular location or with a particular reation by user, or ad hoc group creation via the Call List skill or based on other user-defined criteria). porter feature. 6.2.3 The ability to send "polling" 1 e Interactive Survey call type allows users to create a message broadcasts to pre-defined recipients, where a recipient is asked to respond ~ the form of a customized survey to send to recipients. The to a question or series of questions. ecipients respond to a message via their telephone keypad. The Connect-CTY service tabulates the results and then provides em to users via the website and a-mail reports. Users have an (most instantaneous two-way communication channel on ounty initiatives that affect the community. 6.2.4 Ability to send geographic polling 1 notifications. 6.2.5 As part of the notification solution, 1 CI provides aCounty-specific Web page to gather augmented provide the ability for citizens to self register additional contact information ontact data, the results of which can be viewed via the Web Po. _.a such as a mobile number or a-mail 1 ~ All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard Requirement Req Res~ese Comments /Explanation No. address. Preferably this should be eport. Through this report, the County may track the number of accomplished through a link on the Kerr County website. onstituents and staff who are entering augmented contact ' formation into the Web Portal. 6.2.6 Ability to notify pre-identified 1/2 a service stores 3 phone numbers, 2 e-mail addresses, and one recipients via: 1. Phone (land-line, mobile, satellite) SMS phone number for each recipient address contact, so 2. Blackberry 3. PDA Stamford can load data for multiple modes of communication. 4. Text message a service will deliver messages to landline phones, cellular 5. Instant message 6. a-mail hones, satellite phones, a-mail to computers and a-mail capable 7. fax 8. 1-way and 2-way SMS evices e. PDA al ha a er and text mesa m to SMS (g' p p g ~~ g g evices (e.g. cell phone and other texting devices). We are Plus the ability to receive confirmations from the contacted unently developing the fax notification device. Ability to provide for at least 8 different contact numbers/addresses and to receive confirmation of receipt of the message. Please note any exceptions to the above. 6.2.7 Ability to sequence the contact paths. 1 Ability to provide two different sequences depending on whether it is an emergency notification or a non- emer enc notification. 6.2.8 Ability to send notifications to pre- 1 Again, using the grouping feature. defined groups of people where each individual within the group has their own contact information and can confirm recei t of the messa e. 6.2.9 Ability to send to selected groups and 1 selected individuals with a single messa e 6.2.10 Ability to create, send, and manage 1 notifications from any computer, usin a browser, at an time 6.2.11 Ability to call a live operator 24x7x365 1 to create and send notifications 6.2.12 Ability to enter a message in text and 1 to have it translated to speech (i.e., text-to-s ech function 6.2.13 Send notifications using text to 1 e County may record messages in any language. For best speech in Spanish, French or English. ractices, BCI recommends collecting the recipient's preferred ome language via the Community Web portal. This field can be utomatically imported for each recipient's record into the service. en, the Connect-CTY service is able to recognize and extract e native language from a client database field for each contact. is facilitates the grouping of messages by the language spoken 13 All Content ©2008 ~ Blackboazd Connect Inc. All Rights Reserved Worldwide Blackboard c~r~l~ ~~:~,i F) Req No. Requi€ement Response Code Comments /Explanation e.g. Spanish, etc). The County user then may utilize the ollowing options: a. If the User Speaks the Language -Record a Voice Message in the Lan ua e• If the user speaks the language in question or has a County translator available (e.g. Spanish, Chinese, etc.), the user may record the message in the language and dictate the - message into the service. b. If the User Has a Written Translation -Use a Text-to-Speech Script: If the user does not speak the language, but has a written script in that language (either from the Connect CTY service's pre-written scripts in the alternate language from a County translation service) the user may type the script into the service and have it read via Text-to-Speech option. The service will read the message for the user in a natural sounding voice with correct acce and intonation for the supported languages (Spanish and English are pre-loaded; up to 22 languages are available). c. If the User Does Not Speak the Laneuag_e_& Does Not Have a Written Translation -Use Text-to- Text and Text-to-Speech Translation: If the user does not speak the language, and does not have a written script in that language, the user may write a script in English and use our Text-to-Text translation feature to perform translation from English into up-to five supported languages (Spanish included). The user may then read the script with his/her voice or opt to use our Text-to-Speech option for supported languages. Using Text-to-Speech in the selected language, the service will automatically read the message for the user in a natural sounding voice with correct accent and intonation. The service allows users to designate a language used dur' the notification and to use two or more languages during a it All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ~'" Requirement. ~~ t~sp°nse Comments /Explanation NO. Code notification. 6.2.14 The application shall be able to 1 perform as many redial attempts as requested by the user and can vary by notification. 6.2.15 Capability to confirm receipt of 1 messages and to request that the messa a be re Bated. 6.2.16 Ability to save pre-recorded voice and 1 e Connect-CTY service comes with a library of sample scripts tent messages for later use d provides the option for the authorized user to record and send message immediately orpre-record and store messages in their essage library for use at a later time or date. 6.2.17 Ability to re-send a notification to only 1 those who did not respond to the on final notification. 6.2.18 Ability to record a message which 1 essages can be sent to any group of recipients and subsequently employees can then access by calling atoll-free number. etrieved by that group through our REPLAY-1 feature (message enter). 6.2.19 Ability to automatically request that at 2 is feature is currently in development. BCI has relationships least 90 employees join a conference call when they receive a notification ith several conference bridging providers and can recommend a and press a key on their telephone. olution for Kerr County to address this. 6.2.20 Ability to send notifications at the 1 same time to the same or different reci Tents. 6.2.21 Ability to set up recurring 1 notifications. 6.2.22 Ability to override call-blocking. 1 e service implants the County's/City's phone number in each cheduled message to allow each recipient's caller ID system to ecognize the call as originating from the County or City and erefore call blocking features do not apply. 6.2.23 Ability to notify those with special 1 CI's Connect-CTY service allows users to send messages to needs through TTY. ultiple devices, including TTY/TDD devices, to maximize acces d outreach to the community. This capability is identified in the ecord for each address by the individual via the portal. 6.2.24 Ability to record messages that can 1 gain, messages can be sent to any group of recipients and then be accessed via toll-free call-in. ubsequently retrieved by that group through our REPLAY-1 eature (message center). 6.2.25 Ability to escalate messages when 1 the intended reci lent has not 17 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard c~~i~n~~t~3 Requirement Req Response Comments /Explanation No. .Code confirmed receipt of a message (with at least three levels of person-to- erson 6.2.26 Ability to set up "quota notifications" that end after apre-determined number of confirmations are received and then contacts those who confirm after the quota is reached to inform them that the are no Ion er needed. 6.2.27 Ability to customize the telephone 1 number display (caller ID) for voice messages and the email addresses for text messa es 6.2.28 Ability to customize the greeting that 1 precedes a message delivered by voice. 6.2.29 Can provide a library of message 1 maps to incorporate into notifications. Please list available message libraries and number of available maps for each: (e.g. Pandemics, Earthquakes, Hurricanes, etc. 6.3 Selectin Geo ra hic Areas 6.3.1 Ability to search for a geographic 1 e Connect-CTY service provides an award-winning Geo- location using the following criteria: alling feature. Our geographical calling feature has led to 1. Address lackboard Connect Inc.'s recent selection as an award recipient 2. Street Name or GIS (Geographic Information System) technology from the 3. Streets/Cross Streets orld-leader in GIS technology: ESRI. BCI will be receiving the 4. Community /City Search criteria is not case "Special Achievement in GIS" award 2008 at the upcoming ESRI sensitive. An indicator shows 8th Annual User Conference. when a search is in progress and completed. If not records match, a "no match found" message is displayed. l8 All Content ©2008 ~ Blackboard Connect Ina All Rights Reserved Worldwide Blackboard.. ~- Req No. Requirement Response Comments /Explanation ccording to ESRI representatives, "This award is being given to ser sites around the world in recognition of their outstanding ULLet M UY /NAt! p POp (fw-GlNnp) ~. Ew~:eo ~cnucn ~g ^+~i ~ Mbt~lllR~uN.[W!D 6nect er .. &udent O,aia N GA1RY ST a N25TMO~tt D0. !P ^olll~~ (wl} y,{ __ qy~ M Ste' Sbba OS.ZIP.._ _ -_- PaiyOOn Y laa 54N PEPRO, C4 ~ _ , Donuf (ml) !bR 1i0 _ odwE ~s Inner: __._. aWet _ 44et iloup -~'~; 0 Wp salaimen Iwo not boon sowd ~ . ~. ' I^ ' . 6.~,G~A ~ _ . ~ rv ~ !Tr q t ~ ~ aKES* ~ ~ ~ r. ~ g was ana ,e ~ ~ ~ ~rweb :$ -.. ,~ i~.~ ~!wryxr...ori. ~ '~ . 7 W In~l+4w 6MY++nM Y c Y~b s ~4a .:. v ~ 103 ~. f * ~~ X17 ~ - ' n r Np ~ ~~~ h : y , ~. . r ~ x yy~ ,y~ it `r P r`~r f d"- \ Sa y...<>\ ~ Lti. E ~7 -' "m°` '~- ~ ~ ~ J wr ova' `~' Y ,tm ~ ~ v .~: I~M1Wnw.ar WMq It MME,. j 1 o...~ W74M 61 ttiM 9t W1L~aM ~. ~ ~ e~ ork in the GIS field." Blackboard Connect Ina "was selected to eceive this prize from over 100,000 user sites worldwide." ormation about the award will be available at the ESRI Web sit t www.esri.com/sae. ow it Works: When delivering notifications within a specific ea, the service provides aweb-based mapping system the Geo- alling feature--that allows the user to target a specific eographical area and identify contacts within that designated area. Specifically, the service is capable of creating call lists by using riteria such as radius, zip code, donut, free-form polygon shapes, d GIS Generated Boundary File ("shape file"). To create a olygon, the user simply clicks as many points on the map as are eeded to create the desired calling area. fter drawing a shape on a map, the service will call the phone umbers within the selected geographic area. This feature rovides great flexibility in mapping selections to optimally geo- arget the audience to receive specific messages. Some of the 19 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard C.,~ a i~ ~`E C`c ~. 3 Requirement Req Response Comments J Explanation No. Code enefits of using our service are that the service is fully compatible ith ESRI and accepts ESRI shape files, without requiring a software license. To ensure ease of use, our geographical calling eature does not require the user to be an ESRI specialist. BCI derstands that when a crisis hits, users with widely varied echnical proficiency may be called upon to communicate with onstituents. Overly technical or complex solutions may confuse e user during a time of crisis, when the need for clarity is crucial. e County benefits from BCI's easy to use geo-calling features, d award-winning Graphic User Interface. 6.3.2 When the search is complete, the 1 result is highlighted on the map. 6.3.3 Search capabilities using Soundex. 7 6.3.4 If more than one record matches the 1 search, the records are sorted and provide options for determining the correct record. 6.3.5 Ability to send notifications to a 1 selected geographic area by zip code. 6.3.6 Ability to identify a geographic area 1 defined by an address and a radius around that address. 6.3.7 Ability to select a street segment by 7 selecting a street name and two cross-street names. 6.3.8 Ability to use an interactive map 1 through a standard GIS format to select a geographic area using polygons/drawing tools. Interactive map functions should include zoom in/out using zoom buttons and using pre-defined zoom levels (e.g., street, city, state, country), movement north, south, east and west. 6.3.9 he ability to add organization- 1 Suggested GIS Layers: Centerline road file, address point pecific custom layers to maps in data, city limit boundaries, county boundaries, ESN rder to target communications more boundaries, fire district boundaries, ISD boundaries, recisely and effectively plus the voter/polling precinct boundaries, Commissioner's bility to view/hide pre-defined map boundaries, major watenivays (rivers and streams), and aerial layers. Kerr County should add layers. These layers are available through Kerr 9-1-1 agency; pecific examples of pertinent layers and such other layers as may be determined by . For example, location of power Commissioners' Court and Kerr County Sheriffs Office. tations, utility poles, fire ydrants, police stations, fire tations, government offices, chools, etc. 6.3.10 Ability to import pre-existing shape 7 files polygons (e.g. neighborhood boundaries from other a lications 20 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard , t~rr" .Requirement Req. R ~e~ Comments /Explanation Na to quickly select a geographic area. Please describe the way in which there uirement will be met. 6.3.11 Ability to use existing ESRI GIS data 1 and the latest ESRI IMS and SDE versions current) 9.2 6.3.12 Ability to save selected geographic 1 "activation" areas and scenarios. 6.3.14 Ability to directly acquire and 1 provide citizen contact information for the required areas with authorization from the Kerr Coun 6.4 Re ortin 6.4.1 Ability to view notification results data 1 e service is designed to allow for multiple concurrent users, wel in real-time while a notification is in progress and after it is completed. ~ to the thousands to hundreds of thousands of simultaneous users. ere are no "recommended" number of users as the service can ccommodate an unlimited amount. t the conclusion of each activation, the system automatically ompiles statistical results and sends them to the user via the user' rimary designated contact address. Additionally, the a-mail eports can be automatically copied to other users in the County. 11 a-mail reports show a summary of the call results and provide inks to Resend Calls and/or View Call Details. For security urposes, only a summary report is accessible via the e-mailed eport, which does not include specific phone numbers. On the ebsite, accessed with a valid user ID and password, more etailed information can be viewed, such as a breakdown of each hone number called, the type of number called (home, work, cell, tc.), which numbers appear on the Bad Number list, and the fmal tatus of the call (Live Delivery, Answering Machine, Busy, No saver, etc.). The benefits of this reporting mechanism are ofold. First, users can determine the success of their calls. econd, users can discover "bad numbers" which can be cleansed or future calling. 6.4.2 Notification/broadcast results reports 1 CI provides detailed reporting documenting results of contain the following information: otifications, as well as other reports listed below, such as monthly a. Name of the broadcast sage, to help the County monitor and maximize usage, call b. Date and time of the broadcast c. Name of the person who initiated elivery, and length of time users listen to the message. Reports the broadcast d. Number of redial attempts a delivered automatically via email at the end of each 21 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard Req No. Requirement Response Code Comments /Explanation requested by initiator otification event. e. Summary statistics including total contacts, total confirming receipt/not confirming receipt, confirming/not confirming Messaee Summary Reports: At the conclusion of each receipt. If a polling broadcast, a activation, the system automatically compiles statistical total for each response. f. Detailed calling information results and sends them to the user via the user's primary including call-result of each ATTEMPT within the broadcast designated contact address. Additionally, the e-mail reports including the addresses and can be automatically copied to other users in the County. All associated phone numbers attempted, the attempt number (if a-mail reports show a summary of the call results and provide multiple attempts/re-dials are requested) and the result: links to Resend Calls and/or View Call Details. For security a. Confirmed (with date & purposes, only a summary report is accessible via the e-mailed time) b. Busy report, which does not include specific phone numbers. On c. No Answer d. Voicemail the website, accessed with a valid user 1D and password, more detailed information can be viewed, such as a breakdown of each phone number called, which numbers appear on the Bad Number list, and the fmal status of the call (Live Delivery, Answering Machine, Busy, No Answer, etc.). The benefits of this reporting mechanism are twofold. First, users can determine the success of their calls. Second, users can discover "bad numbers" which can be cleansed for future calling. Monthly Usage Reports: This report provides a breakdown by message type of overall County or departmental usage metrics. The report highlights the top segments sending messages in three categories -time-sensitive, outreach, and survey. It also indicates usage by County or department, showing the number of messages sent during the reporting period, as well as the number of people called. The benefits of this report are that it demonstrates to system administrators which departments are maximizing use of the service. Additionally, our Client Care Specialists use this report to determine if refresher training is useful for certain users within the County. Interactive Survey Messase Summary Reports: The survey report provides detail for the responses received to the survey question posed. It indicates the number of live deliveries; total responses received, and of those responses, a summary o 22 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard_ C ~' i ~`E f (~ i ~~ ~r+' Requirement Req R~~nse Comments /Explanation No. the responses provided. Again, for security purposes, detailed information is only available through the secure website. The benefit to the County is that it will indicate answers to surveys with detailed statistics on the percentage o recipients responding. Web Portal Report: BCI provides aCounty-specific Web page to gather augmented contact data, the results of which can be viewed via the Web Portal Report. Through this report, the County may track the number of constituents and staff who are entering augmented contact information into the Web Portal. The following reports also may prove useful to the County: County Dashboard Report: The Dashboazd Report provides an overview of usage by month and by user, to assist the County to track trends, quickly note how many times recipients are being called per month, and observe call responses from residents, businesses, and staff based upon such things as the length in which a recipient listens to a message. Users that have been granted access to oversee accounts also have the capability of accessing these reports. Institution Report by Department/Re ig'on: The Institution Report provides a breakdown by message type and department and/or region. The report highlights the top County entities sending messages in three categories: Priority, Outreach, and Survey. It also indicates usage by entity, showing the number of messages sent during the reporting period, as well as the number of recipients called. This report can be disaggregated by region or department or other County-preferred pazameters. 6.4.3 Ability to view broadcast results by 1 either confirmed or non-confirmed res onses or both. 6.4.4 Ability to capture and view "polled" 1 e survey report provides detail for the responses received to the responses whether they are selected responses (e.g., press 1 for yes; press urvey question posed. It indicates the number of livedeliveries, 2 for no) or an informational response to a polling question (e.g., a phone a total responses received, and of those responses, a summary of number, a date, or a uanti 23 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ; ~,=C~ l`? C`'i ECG ~ °) Requirement Req. Response Comments f Explanation No. Code he responses provided. Again, for security purposes, detailed information is only available through the secure website. The enefit to the County is that it will indicate answers to surveys ith detailed statistics on the percentage of recipients responding. 6.4.5 Ability to produce ad-hoc reports 1 usin all ap lication data. 6.4.6 Ability to track and report on user- 1 defined fields for pre-defined users (such as division or building location 6.4.7 Ability to export all report data in CSV, 1 HTML, or PDF format. 6.5 Contact Information Im ort Ca abilities 6.5.1 Ability to import employee contact 1 CI automatically loads E911 data or other County data at no information from an existing database (e.g., PeopleSoft/Oracle HR) dditional cost, as well as creating an automatic upload process for taff data. BCI's Connect-CTY service can facilitate unattended, utomated and secured contact data upload and update from the ounty's existing database. The Connect-CTY service includes efficient interface to allow for timely and efficient import upload) and updates via a secured connection on the Internet l r SecureFTP). Data can be imported into the Connect-CTY service utilizing acomma-delimited or tab-delimited file. lternately, BCI can provide an autoscript which will allow the ervice to integrate with any ODBC compliant system. This port process can be run daily, weekly, or monthly as the County refers. All data is automatically geo-coded with latitude and ongitude coordinates to allow the County to make geographically pecific calls (e.g. calling within a one mile radius of a downed ower line, etc). BCI assigns an Integration Specialist to work ith the County to facilitate the data integration process. 6.5.2 Ability to upload other contact data in 1 .csv format. Ability to upload group and escalation information in the same u load rocess. 6.5.3 Ability to update multiple records with 1 data ex ort and im ort ca abilities. 6.6 Customer Service & User Documentation 6.6.1 On-line documentation is provided 1 and is understandable by non- technical users. 6.6.2 Available customer service 24x7x365 1 t BCI, Client Care is a key component of our service. We for emer enc service calls and at 24 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard Req No. Requirement Res se Comments /Explanation least 10 hours a day for non- rovide 24/7/365 Client Care technical and customer support for emergency service calls. 11 users to address service and/or maintenance issues through a 24 our toll-free support. The "hot line" number connects users to ur Client Care Specialists directly. Telephone response time, in e unlikely event that it is not immediate, is within 15 minutes or ess. Client Care support is also available through a-mail access. 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. The Connect-CTY service is afully-hosted, web-based Application Service Provider (ASP)/Software-as-a- Service (SaaS) solution, not a hardware solution or a hybrid solution. The service does not require any additional hardware, software, or phone lines to be purchased or maintained by the County. No components or specific configurations are required to use the service. So long as the County user has a telephone and web-enabled device (e.g. computer) available, the user can send a message. The user can also record and send a message using only a telephone when necessary. The service is fully independent of the County's IT hardware and telecommunication system. We utilize an open architecture to allow for rapid expansion as our clients' needs grow. The architecture exists on hardware ranging from Dell web and application servers, to Cisco networking equipment, to EMC storage arrays. Please see our high level process map on the page which follows that demonstrates how the service is accessed by the County's users. B. Training: Describe how the Respondent proposes to furnish initial and follow-up training to Kerr County. The following paragraphs describe in great detail BCI's typical Client Care Service Implementation Plan process. The Sample Implementation Plan is also included in the Section 7: Implementation Plan of this bid for your convenience. Phase 1- Implementation Deliverables* Week 1-2 After Contract Signature • Contract Signed: Client Care Team will immediately begin the integration process upon receipt of a signed contract. ~wtr+` 25 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard , ~:~ ~~r~e~~.'`) • County Establishes County Champion: This person will interface with the Client Care Team to establish Implementation and Training schedule. • County to establish Technical Contact: This person will interface with BCI's Integration Specialist to upload resident, business and staff data. • Establish Schedule: Client Care will contact designated County Champion and Technical Contact to establish an implementation timeline re: upload of data, training of users, and launch of the Connect- CTY service. • Define User Rights and Roles: Client Care and County collaborate, set expectations and define roles for launch and usage. The County sets rights and roles for all users based upon user type, role, privileges, and responsibilities. (e.g. County Manager's Office, Sheriff Department, CIO, etc). • Upload of Employee Data: Import staff data and integrate with the County's HR and other database systems, establishing automated, unattended imports. BCI will work with the County and provide autoscripts to automate data upload for all staff data. • Data Provision: BCI provides one unique phone number per residence business address in the County. The Client Care Team uploads that data to the service. • Establish Web Portal: BCI sets-up a web portal for the County, with County-specified parameters, such as providing a drop down for language preference. The portal is designed to collect augmented community data, such as e-mail and SMS contacts. Additionally, the Client Care Team works with the County to establish a link from the County website to the portal. Phase 2 - Trainin¢ Deliverables* Week 3-4 After Contract Signature • Initial On-Site Training: 90-minute training session for each user in the County as part of the included cost. Sessions can seat up-to 25 participants per session and generally run smaller. The County provides a central on-campus site for training. BCI anticipates training will complete in no more than 1 week. The number of users can be adjusted at the County's request. • Documentation Provided: Users receive -User Guides, Send-A-Message Cheat Sheet, and Dial-In Messaging card. County Champion receives -User Management Guide, County Guidelines, Introduction Letters, and other Forms. Technical Contact (System Administrator) receives -Data Reference Guide and Upload Reference Guide. • Public Relations Roll-Out: As part of the roll-out, BCI will work closely with the County's community relations department to help plan and distribute press releases, prepare letters of explanation for residents, community business members, and staff, and formulate strategies to assist the County to proactively launch the service to the community. Phase 3 -Aftercare Deliverables Ongoing for Lifetime of Contract • Ongoing Training: Unlimited training, new user training and refresher training are included in our fee throughout the life of the contract. ~fi All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard • 24/7/365 Technical and Client Support: Provided through a toll free number and a-mail. All designated users have unlimited access to this level of support through the life of the contract. ~,. • Usage Reports: BCI provides usage reports quarterly, in addition to the reporting capabilities that are automatically delivered per call as a standard capability of the Connect-CTY service. These standard reports are described in greater detail elsewhere in the bid. • Assessment and Evaluation -0n request, BCI will work with the County to develop benchmarks and assist in evaluating progress toward those benchmarks. *All deliverables set forth above are contingent on the good faith cooperation of the County and the County's internal planning guidelines. C. Usability: Has your system undergone a usability test? Please provide most recent usability test report. BCI provides sufficient capacity on an ongoing basis for all test messages (e.g introductory message describing the system to County users, etc) to be run. Unlike most services, which require installation and testing, BCI can go live immediately and provide ongoing testing through continuous use. The unlimited pricing model allows the County to run quarterly tests (as recommended). D. System Reliability: a. What is your system availability for initiating and sending voice and text notifications? BCI understands that at any given point in time, a particular mode of delivery may be faster or more effective than another. Which mode is most effective changes depending upon local switched network availability, electrical power, usage of the network by others, and host of other variables. Therefore, using just one delivery method, as some providers may, does not provide sufficient redundancy to ensure rapid time-sensitive notification as it is a single point of failure system. By contrast, BCI provides azero-single-point-of-failure system through multiple delivery methods (e.g., Time Division Multiplexing (TDM), Voice over Internet Protocol (VoIP), SMS, and e- mail). The service delivers via multiple methods, including a-mail and SMS, and allows for delivery to multiple device types-including cell phone, PDA, pager, and TTY/TDD devices, as well as the traditional land phone- for rapid and inclusive access. b. Does your company offer a Service Level Agreement for performance? If yes, please include. BCI has Service Level Agreements (SLAB) with multiple telecommunications providers which allow us to initiate at least 3,000,000 60-second voice messages per hour. BCI is able to initiate at least 1,000,000 a-mail and e-mail-based text messages (SMTP) per hour and at least 1,800,000 SMS text messages (SMPP) per hour. The Connect-CTY service also utilizes reliable and proven delivery methods, including superior call ~'"' routing, throttling, and load balancing via proprietary algorithms. 27 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard .w~ ~-~ ~ ,._~u c. Does your company have multiple geo-dispersed data centers? Please describe. The data centers which drive this equipment are dispersed among multiple localities across the nation that sit on all three power grid interconnects within the United States to provide the best protection available against regional outages. i. System configuration (e.g., primary/backup, active-active, standby). What is the process for failover? BCI maintains a proactive risk management strategy to maximize the advantage of our Business Continuity Plan as well as the Business Resumption Plan. Due to this pre-planning, our Crisis Management Team can take control of an event quickly and minimize the effect of the interruption. BCI's Disaster Recovery Plan been tested and has successfully recovered all systems, applications, databases and network to support the business and applications. BCI has taken these proactive measures in our continued commitment to serving our customers with consistent reliability. BCI's Disaster Recovery Sites BCI has a Main Disaster Recovery Site-the first level of protection in the event that the main site "crashes." Additionally, should both the Primary Site and the Main Disaster Recovery Site encounter service interruption, BCI has contracted with a commonly utilized recovery service. Their 28 facilities nation-wide are available to BCI to resume regular business functions for our clients in the event of such a situation. Date Archiving and Updating • BCI ensures that data recovery site ("Recovery Site") data is continuously updated from the primary production site to maintain data consistency to within at least 5 minutes. With the completion of BCI's in-process migration to CDP utilization, this data consistency lag of 5 minutes will be cut to a matter of seconds. • Encrypted Log Shipping is utilized for database synchronization between the primary production site and the Recovery Site to minimize loss of, and optimize, data recovery • BCI's Recovery Site provides equal system redundancy and capabilities as the primary production site. • BCI performs nightly backups and utilizes Iron Mountain storage services to maintain off- site storage. All off-site backups are encrypted prior to being moved off-site as part of standard operating and security policies. Business Resumption: Switch-over to Disaster Site • The process, from initiation to a fully available Recovery Site, takes approximately 20 minutes 28 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard , c~;~g~~ ~~-{) • Once a disaster has been declared, Recovery Site switch-over is manually initiated via scripts. The process for switching over to the Recovery Site requires completed recovery of the most ~,,: recent database log backup, updating external DNS to point to the Recovery Site (5 minute TTL), testing of the Recovery Site, and restarting outbound broadcasts. Testing to Determine Switch-over was successful • Testing is done to verify the state of the Recovery Site's availability. Testing utilizes a combination of manual and automated testing scripts. These tests run through a battery of use cases that cover the majority of functionality utilized by BCI's customer base. This testing takes approximately 10 minutes. Restart broadcasts to continue process • Restarting of broadcasts that were scheduled to run or were already running in the primary production site prior to the disaster are made available upon testing validation of the recovery site and begin to broadcast within approximately 15 minutes. Switching back to Primary Site • Switchback to the failed production facility is unnecessary as all sites are of equal capability and capacity, residing in state-of--the-art data centers, utilizing the latest hardware and software, and maintaining synchronization at all times. Switchback can be done, if desired by BCI, during off- hours as part of routine scheduled maintenance. Additional Information • BCI has contracted with the leading global provider of business continuity solutions • BCI can utilize this infrastructure, technology, and physical space (which include, servers, mobile recovery, LAN, phones, virtual PBX, and other connectivity to data/voice networks/ carriers) at any of the provider's 28 facilities across the nation • BCI's Recovery Sites are situated far enough apart to mitigate the risks of losing physical facilities in a common incident. BCI Crisis Management Team: Our team consists of both technology and operations professionals, who assess business requirements, and implement necessary resources to optimize business resumption. These activities involve: • Ongoing Business Impact Analysis to determine the potential effect of a variety of events and the compensating action to be taken • Periodic testing of technology and operational functions to ensure alignment with business continuity • Personal training across functional departments to ensure that each employee can execute ~'" resumption and continuity in his or her functional area 29 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ,) • Continual refinement to address evolving business needs and client requirements • Ongoing evaluation of our disaster recovery and business planning strategies to ensure that the company has the requisite "hot" (up and running) and "cold" (ready to be used) backup capability and facilities spread across the country, on multiple grids and locations. Business Continuity: • BCI has contracted with requisite service providers and prepared its employees to continue its business. These steps include carrier redundancy, workload balancing, personnel training, and emergency acquisitions • BCI's employees are each equipped with the requisite technology as appropriate for their job function. For example, Client Care members are equipped to work remotely with cell phones, wireless cards, and laptops • The company's nationally-based support and operational personnel can provide coverage for multiple time zones and span all three national power grid interconnects BCI has taken these extensive proactive measures in our continued commitment to serving our clients. ii. If your system uses a failover configuration or standby, is there any network or telephone capacity loss and what is it? None. iii. If the system fails over, what steps are required on the customer side to continue operations? None. iv. Are all system components in multiple data centers? Please describe the level of redundancy, including: 1. Application database 2. Application servers 3. Web servers 4. Telephony servers The Connect CTY service utilizes a fully redundant, zero-single point-of-failure system through utilization of redundant and distributed infrastructure (including telecommunications providers, servers, power grids, and communication streams) to support our service delivery. Our application servers are hosted in multiple, geographically diverse, data centers. ~:- 34 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ~trr+' ~rir- BCI's redundant, zero-single point- of-failure system ensures that if one aspect of the system fails, back-ups and redundancies are in place to maximize up-time and call delivery for Stamford. First, we utilize redundant telecommunications providers and redundant servers. Next, the data centers which drive this equipment are dispersed among multiple localities across the nation that sit on all three power grid interconnects within the United States to provide the best protection available against regional outages. Finally, we utilize multi-mode delivery methods (e.g., Time Division Multiplexing (TDM), Voice over Internet Protocol (VoIP), SMTP & SMPP text messaging, and a-mail) to maximize notification delivery. a p'b a Redundant Power UPS * Systems Web Servers App Servers Discrete ............................_...................---•-•-••. Power Sources Blackboard Connect DB Cluster / SAN2 s~ ~- Backup Generators 'Multiple Telco providers are leveraged at each point of origination. Databases replicated to DR Site at five minute intervals. BCI's Client Care Specialists (customer service) are domestically located across multiple U.S. time zones. Additionally, BCI has contracted with SunGard Availability Services. Their 28 facilities nation-wide are available to BCI's Client Care Specialists as well as other BCI personnel to resume regular business functions at need. d. Are your data centers co-located at the telecommunications point of presence? No. E. System Security: a. Please describe the following types of security provided for your system/solution. BCI makes security a top priority, utilizing only the most current industry-standard practices. BCI's comprehensive security system includes: 31 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackb_ oard'7' ~.. i.Ji 4q._i C~~l ~) • Security posture driven by ISO and NIST standards. BCI follows the standards set by ISO (International Organization for Standardization), specifically ISO 17799 and IS027001, and NIST (National Institute of Technology), which establish international guidelines and best practices for initiating, implementing, maintaining, and improving information security management in the following areas: Business continuity planning; System access control; System development and maintenance; Physical and environmental security compliance; Human resources security and personal security; Computer network management; • Employs afully-certified Security Manager (NSA-IEM , CISSP, Watchfire & Qualys Engineer); • State-of--the-art equipment to protect all data involved in any transaction; and, • Performs background checks on all employees conducted by third party professionals. i. Physical: System co-location facilities must be housed in a SAS 70 Type II certified facility. Please disclose whether or not your facilities have this certification. Describe your physical security. Physical Data Sites and Security: BCI protects data security through redundant physical data locations, geographically dispersed across multiple power grids and time zones. Additionally, BCI utilizes the following measures to support physical data security: • Data facilities, located in multiple states, have redundant power feeds and data connectivity, aze fireproof, flood proof, and have level 4 rating earthquake protection; • All data is maintained at a data center with 24/7/365 manned monitoring by experienced security personnel; • Access to all data is limited to specific authorized personnel with valid identification, handprint identification, and a key card to enter the facility; and, • Databases segregate into isolated VLANs with stringent access control lists (ACLs) to protect data entering and exiting BCI's network. ii. Network: Describe your network security. Again, see above. iii. Transmission: Describe your transmission security. Transmission Security: BCI utilizes secure transmissions for all data transfer to and from the clients' sites. Specifically, we utilize the following protocols to ensure secure data transfers: • HTTPS/SSL. All data transmitted to and from a client administration website utilizes secure transmissions (e.g., Secure Sockets Layer or Virtual Private Network) that use 128 bit SSL encryption or better; :i2 All Content ©2008 ~ Blackboard Connect Ina All Rights Reserved Worldwide Blackboard • Mobile Security. To ensure that our clients' data is never compromised, BCI also protects employee data access for off-site equipment; ~ • Firewalls. All BCI database servers at all data centers are behind a firewall, inaccessible from the outside and secured on a separate Virtual Local Area Network (VLAN) with non-routable IP addresses to the Internet. All firewalls are monitored 24/7/365 by experienced security personnel using the latest industry standard tools; • Controlled Access. Employee access is controlled by stringent access control lists and requires domain level authentication for access; and, iv. Database: In which database is your customers' data stored (e.g., Oracle, SQL Server, etc.)? Describe your database security. BCI protects data security through redundant physical data locations, geographically dispersed across multiple power grids and time zones. Additionally, BCI utilizes the following measures to support physical data security: • Data facilities have redundant power feeds and data connectivity, are fireproof, flood proof, and have level 4 rating earthquake protection; • All data is maintained at a data center with 24/7/365 manned monitoring by experienced security personnel; '" • Access to all data is limited to specific authorized personnel with valid identification, handprint identification, and a key card to enter the facility; and, • Databases segregate into isolated VLANs with stringent access control lists (ACLs) to protect data entering and exiting BCI's network. BCI will discuss additional questions in a closed session with the County. • Has your staff undergone Personnel Security Training? If so, describe the training. BCI recognizes that security is not just a hardware or software issue, but also a personnel concern. Therefore, BCI takes the following proactive steps regarding the handling of client data, which includes requiring employees to sign data handling agreements at hire: • BCI's Security Manager is CISSP certified (Certified Information Systems Security Professional). The Certification is overseen by the International Information Systems Security Certification Consortium or (ISC)~', which is the internationally recognized gold standard for educating and certifying information security professionals; • All employees undergo and clear a rigorous comprehensive pre-employment background and reference check conducted by third party independent professionals (as described above); 33 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard .~ ~.~ ~ • Upon hire, all employees sign a Confidentiality Agreement, an Electronic Communications Policy, a Technology Resources Policy, and a Code of Business Conduct Policy; and, • During the orientation process and throughout the employment period, each employee is educated and continually updated about security, confidentiality, and privacy protocols and processes. Has your system/solution undergone a security audit and/or test. If so, please provide most recent security audit/test report. BCI conducts regular, 3`d party audits (i.e. monitoring and review of all security procedures). BCI's organizational security controls incorporate all aspects of internal and external, risk assessment, including: • BCI performs bi-annual internal audits and annual third-party audits; • Systems are logged and monitored for any potential threats; • BCI proactively scans for vulnerabilities throughout our network with a combination of vulnerability scanners, security baseline analyzers, and robust application scanners; • Security advisories and bulletins are monitored on a daily basis; and, • BCI's operations and business practices are routinely reviewed for compliance with corporate policies and procedures, governing the security and confidentiality of information. In our most recent third-party audit, BCI received a Mple-A (AAA) rating which is the highest rating available. Have your employees had security clearance checks and investigations? Please describe security clearance checks and investigations your employees have completed. As part of our consistent hiring policies, BCI conducts background checks on all employees and warrants that BCI only hires those individuals who have undergone and cleared said checks. This policy assures County data (faculty, staff and student) security and privacy by requiring all staff to undergo and clear extensive background checks prior to employment, including: criminal check in counties of residence, federal check against the national sex offender registry, and a social security match to establish identity prior to employment. These background checks are performed by well-known, third party agencies that specialize in conducting such checks routinely. C-nly employees who have undergone and cleared said background checks will have access to client data. . 34 All Content ©2008 (Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard; A,,,~~_, 5.5 Section 7: Im lementation Schedule .:,:.~ Provide a project schedule that corresponds to the implementation approach. The project schedule should include: i. Major tasks, subtasks, and task owner ii. Task durations iii. Task dependencies 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, etc. The following paragraphs describe in great detail BCI's typical Client Care Service Implementation Plan process. Phase 1- Implementation Deliverables* Week I-2 After Contract Signature • Contract Signed: Client Care Team will immediately begin the integration process upon receipt of a signed contract. rr • County Establishes County Champion: This person will interface with the Client Care Team to establish Implementation and Training schedule. • County to establish Technical Contact: This person will interface with BCI's Integration Specialist to upload resident, business and staff data. • Establish Schedule: Client Care will contact designated County Champion and Technical Contact to establish an implementation timeline re: upload of data, training of users, and launch of the Connect CTY service. • Define User Rights and Roles: Client Care and County collaborate, set expectations and define roles for launch and usage. The County sets rights and roles for all users based upon user type, role, privileges, and responsibilities. (e.g. County Manager's Office, Sheriff Department, CIO, etc). • Upload of Employee Data: Import staff data and integrate with the County's HR and other database systems, establishing automated, unattended imports. BCI will work with the County and provide autoscripts to automate data upload for all staff data. • Data Provision: BCI provides one unique phone number per residence/business address in the County. The Client Care Team uploads that data to the service. • Establish Web Portal: BCI sets-up a web portal for the County, with County-specified parameters, such as providing a drop down for language preference. The portal is designed to collect augmented community data, such as a-mail and SMS contacts. Additionally, the Client Care Team works with the County to establish a link from the County website to the portal. 35 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard e_.B ~~~ ~ c: c') Phase 2 -Training Deliverables* Week 3-4 After Contract Signature • Initial On-Site Training: 90-minute training session for each user in the County as part of the included cost. Sessions can seat up-to 25 participants per session and generally run smaller. The County provides a central on-campus site for training. BCI anticipates training will complete in no more than 1 week. The number of users can be adjusted at the County's request. • Documentation Provided: Users receive -User Guides, Send-A-Message Cheat Sheet, and Dial-In Messaging card. County Champion receives -User Management Guide, County Guidelines, Introduction Letters, and other Forms. Technical Contact (System Administrator) receives -Data Reference Guide and Upload Reference Guide. • Public Relations Roll-Out: As part of the roll-out, BCI will work closely with the County's community relations department to help plan and distribute press releases, prepare letters of explanation for residents, community business members, and staff, and formulate strategies to assist the County to proactively launch the service to the community. Phase 3 -Aftercare Deliverables Ongoing for Lifetime of Contract • Ongoing Training: Unlimited training, new user training and refresher training are included in our fee throughout the life of the contract. • 24/'7/365 Technical and Client Support: Provided through a toll free number and a-mail. All designated users have unlimited access to this level of support through the life of the contract. • Usage Reports: BCI provides usage reports quarterly, in addition to the reporting capabilities that are automatically delivered per call as a standard capability of the Connect CTY service. These standard reports are described in greater detail elsewhere in the bid. • Assessment and Evaluation -0n request, BCI will work with the County to develop benchmarks and assist in evaluating progress toward those benchmarks. *All deliverables set forth above are contingent on the good faith cooperation of the County and the County's internal planning guidelines. 36 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard, 5.6 Section 8: Prici n Kerr County wants pricing on the following: a. Setup cost for both geo notifications and notifications to pre-defined recipients The setup cost is waived for Kerr County. b. Cost per notification event or per member Not applicable. BCI offers an unlimited service. r+ 37 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ~... L,1rvll it.`:.. ~..~ c. Fixed cost for unlimited usage on a yearly basis BCI provides an unrestricted business model by providing Kerr County with unlimited service at a fixed annual price. This unlimited service includes unlimited calls, text messages, e-mails, minutes, training, support, and all other aspects of service, including: • An integrated communications suite, including Community Outreach, Emergency Communication, and Interactive Survey • Voice and text/SMS delivery to multiple communication devices • Geo-Calling feature lets you target recipients using a map • 24/7/365 proactive Client Care support • Unlimited use for a fixed, annual fee • Initial set-up, on-site training and refresher training sessions • Delivery to up to 3 (three) phones, 2 (two) email addresses, and 1 (one) SMS phone per contact • Superior call routing, throttling, and load balancing expertise • Fully hosted and managed ASP --- no maintenance required • Message delivery tracking with comprehensive reporting • Data provision, geo-coding, and monthly updates at no additional cost • Data integration/data load with County's HR database d. Any ongoing cost for service/maintenance Not applicable. e. Multi-year discounts and associated cancellation penalties, if any There are currently no multi-year discounts; however, we would be willing to discuss this with the County. Please see the Terms and Conditions section of this response regarding cancellation. ~ Unlunited Staff-to-Staff calling is included at no additional cost. 3$ All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide • All features and functionality as described in this bid Blackboard 1 f. Cost per minute or per block of minutes Not applicable. ~ Cost of hone number data from 3~d g. p party vendor Not applicable. 39 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard ~c~~;r3~fiw~ `~ Terms and Conditions COMMENTS to SECTION 6 and SECTION 10 RE: Blackboard Connect's Connect-CTY®service (the, "Service") If any of the comments or additional terms will result in a denial of an award to Blackboard Connect, Blackboard Connect respectfully requests the opportunity to present its reasoning and negotiate with the Kerr County (the, "County") prior to a final determination. Kerr County and Blackboard Connect may hereinafter be collectively referred to as, the "Parties" and individually, the "Party". Section 6 Scope of Work & System Requirements The Service may be used to send notifications to Kerr County staff and citizens and members of the general public within the County. The Service is not intended to be used for direct communication or direct interoperability with, `First Responder' services. In the event the County wishes to use the service to communicate directly with First Responders, Blackboard Connect will require appropriate disclaimer language in the resulting services agreement between the County and Blackboard Connect. Section 10.2 Insurance Blackboard Connect respectfully submits the following information pertaining to insurance: 1. An ACORD certificate specifying the insurance limits held by Blackboard Connect is included as part of our response. Blackboard Connect is a wholly-owned subsidiary of Blackboard Inc., a Delaware corporation (NASDAQ: BBBB). 2. Blackboard maintains insurance policies including General Liability, Automobile Liability, Worker's Compensation and Employers Liability and Errors & Omissions Liability with reputable insurance carriers rated at least "A-" by A.M. Best, with coverage and limits consistent with industry standards. Section 10.3 Assignment Blackboard Connect respectfully submits the following language in place of the existing language in Section 10.3: Neither party may assign the contract without the other party's prior written consent. Notwithstanding the foregoing, either party may assign this Agreement without the other party's prior written consent to any entity that acquires all or substantially all of the business or assets of such party, whether by merger, reorganization, acquisition, sale or otherwise; provided, however, that in the event of such an assignment, the assigning party will provide notice of such assignment to the non-assigning party and the non-assigning party shall have the right to terminate this Agreement within thirty (30) days of the date of such notice of assignment, such termination to be effective upon thirty (30) days notice to the assigning party. Any assignment made in conflict with this provision shall be void subject to the foregoing, and this Agreement shall benefit and bind the permitted successors and assigns of the parties. Section 10.9 Indemnification Blackboard Connect respectfully submits the following indemnity language: Subject to the limitation below, Blackboard Connect shall indemnify, defend and hold harmless the County, its officers, agents and employees from any claim, liability, loss, injury or damage resulting from litigation by a third party against County arising out of, or in connection with an uncured breach of warranty under this Agreement by Blackboard Connect, excepting only loss, injury or damage caused by the negligence or willful misconduct of personnel employed by the County. Notwithstanding the foregoing, in no event will either party, its officers, or employees, be liable for any indirect, 40 All Content ©2008 (Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard punitive, reliance, special, consequential, or other similar damages of any kind or nature whatsoever, suffered by the other party or any third party (including without limitation, business interruption, downtime, or any use of, or failure to use the Service), arising out of this Agreement or the transactions contemplated hereby, even if a party has been advised of the possibilities of such damages or should have foreseen such damages. Except for intentional or willful acts, under no circumstances will the aggregate liability of Blackboard Connect to the County or any third party arising out of or related to this Agreement or the provision of the Service, exceed the aggregate fees paid by the County to Blackboard Connect under this Agreement during the 12 month period immediately prior to the event, act or omission giving rise to such liability, regardless of whether any action or claim is based on warranty, indemnification, contract, tort or otherwise. The existence of multiple claims will not enlazge this limit. The foregoing limitations of liability are intended to apply without regard to whether other provisions of this Agreement have been breached or have proven ineffective. Nothing contained in the foregoing limits or excludes the liability of Blackboazd Connect for liability which cannot be excluded by law. Notwithstanding anything contained herein to the contrary, the County shall be responsible for all claims and damage resulting for misuse of the Service by the County or its users including reimbursement of any expenses incurred by Blackboazd Connect in defending claims arising from such misuse. Each party shall reimburse to the other all reasonable costs, attorneys' fees, expenses and liabilities incurred with respect to any litigation by a third party against the non- breaching party in which the breaching party is obligated to indemnify, defend and hold harmless the non-breaching party under the Agreement provided that the indemnifying party shall have the option to direct the defense of such litigation. Section 10.10 Bond Blackboard Connect respectfully submits the following comment to Section 10.10: Blackboard Connect does not provide Performance Bonds since these are usually associated with construction contracts and aze not applicable to the type of service offered by Blackboard Connect. However, if it is selected as the winning bidder, Blackboard Connect agrees to negotiate in good faith for mutually acceptable performance bond requirements based upon the final scope of work and performance requirements. PROPOSED ADDITIONAL TERMS FOR AGREEMENT Blackboard Connect respectfully submits the additional provisions to any proposed contract between the County and Blackboard Connect Ownership. Nothing in the agreement grants or transfers to the County any ownership rights in the Service or materials pertaining to the provision of the Service. The County acknowledges and agrees that the Service, the data provided by Blackboard Connect, training guides and all other materials pertaining to the use of the Service aze not purchased or developed with County funds. The County is expressly prohibited from reproducing, modifying, duplicating, copying, making derivative works, publicly displaying, or otherwise exploiting, in whole or in part, the member pages of the Confidential Information, without the express written permission of Blackboazd Connect's Legal Department. 2. Representations and Obligations. The County represents and warrants that: (a) it will comply with all applicable laws and regulations in its use of the Service, and the content and transmission of its messages using the Service; (b) it will use best efforts in providing accurate and complete data for its employees and staff ("County Data") and such data will reside and come from the United States; (c) it has met all legal requirements in providing, and using, the County Data, in connection with the Service, including, but not limited to, obtaining requisite consents to call a Recipient; (d) it will maintain the confidentiality of its password and account information, and agrees to notify Blackboard Connect in the event of an actual or suspected unauthorized access to its account, or if it loses its account information; (e) it will have in place primary safety and emergency response procedures in the event of an emergency (including without limitation, notifying 911 or equivalent, fire, police, emergency medical, and public health, collectively, ``First Responder Services"); (f) it will not subject Blackboard Connect to any regulations or laws due to the import of certain data; (g) it will not send messages to Recipients who have opted out of receiving messages from the County; (h) it will not use the Service in combination with products or services not provided by Blackboard Connect or in a manner for which the Service was not designed, which would cause the Service to infringe on a third party intellectual property right; and (i) it will only use the data provided by Blackboard Connect ("Blackboard Connect Data") to contact individuals pursuant to the use of the Service and is prohibited from downloading or making copies of such Data. Any search and on-screen display functionality is restricted to resolving incidents or assisting an individual or business entity inquiring about the use of its information pursuant to the Service. 4 i All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard c;~7~~~~~~c ) Service Level ~~~ )tE: Blackboard Connect's Connect-CTI'~'service (the, "Service") Section 6.7 D. b Blackboard Connect respectfully submits the following Service Level terms: Blackboard Connect Inc. (Blackboard Connect) uses commercially reasonable efforts to achieve the following customer support and maintenance and performance standards for the Connect-CTY Service (the, "Service") Customer Support Standards Availability Blackboard Connect will provide support to answering incoming customer support phone calls and email messages 24 hours per day, 7 days a week. Maintenance and Performance Standards Network Server Availability. • Blackboard Connect will exercise reasonable best efforts to maintain 99.99% availability, except for those periods during scheduled or emergency network and/or application maintenance. Delivery • An attempted Delivery will be defined as a call originated by Blackboard Connect's initial transmission of a message to a publicly switched telephone network ("PSTN"). Web Site Availability • Blackboard Connect's goal is to maintain all Website and Web access servers to operate at not less than a 99.99% service level. Cure Period In the event that the Service fails to comply with the above warranty, the County shall promptly inform Blackboard Connect of such fact, and Blackboard Connect upon receipt of such notice and at its expense, will use commercially reasonable efforts to correct any verifiable errors (by repair, replacement or re-performance) so that the Service complies with such warranty as soon as possible, but not more than thirty (30) days after written notice from the County. Limitations Applicable to Warranty Blackboard Connect will have no obligation with respect to the above warranty to the extent that the error or noncompliance was caused, in whole or in part, by the negligence or improper use of the Service by the County or a third party, or a breach by the County of its obligations under this Agreement. Nor will Blackboard Connect be responsible for delays, errors, failures to perform, interruptions or disruptions in the services contemplated under this Agreement caused by or resulting from any act, omission or condition beyond Blackboard Connect's reasonable control, whether or not foreseeable or identified, including without limitation, transmission errors or corruption or security of information carried over telecommunication lines, failure of digital transmission links, hostile network attacks or network congestion, or acts of 4~ All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard GC7~~C~: ') God, strikes, acts of war, governmental regulations, fire, power failure, earthquakes, severe weather, floods or other natural disaster or the County's, or any third party's applications, hardware, software or communications equipment or facilities. Except as stated above, the SERVICE IS PROVIDED "AS IS" AND ON AN "AS AVAILABLE" BASIS AND Blackboard Connect EXPRESSLY DISCLAIMS ALL OTHER REPRESENTATIONS AND WARRANTIES RELATING TO THE SERVICE, EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO, THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND DATA ACCURACY. In the event of the Service's failure to perform to industry standards or in compliance with this Agreement or Blackboard Connect's response to the Request for Proposal, the County's sole remedy shall be to terminate the Agreement. The County acknowledges and agrees that the Service is not intended, nor designed, for use in high risk activities, or in any situation where failure of the Service could lead to death, personal injury, or damage to property, or where other substantial damage could result if an error occurred. The County also acknowledges and agrees that the primary recourse of the County in the event of any actual or potential threat to person or property should be to contact First Responder Services and that the Service is not intended to replace First Responder Services, or to be used for communicating with, or replace notification to, or interoperate directly with, First Responder Services, which should have already been notified and deployed prior to using the Service. "~11N+' 43 All Content ©2008 (Blackboard Connect Inc. All Rights Reserved Worldwide Blackboard., Certificate of Insurance Please fmd a copy of our Certificate of Insurance on the pages that follow. 44 All Content ©2008 ~ Blackboard Connect Inc. All Rights Reserved Worldwide ACORD,~ CERTIFICATE OF LIABILITY INSURANCE DATE(MM/DD/YYYY) 05/30/08 PRODUCER THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION Armfield Harrison & Thomas Inc ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE *chnology HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. S. King St. Leesburg, VA 20175 INSURERS AFFORDING COVERAGE NAIC # INSURED INSURER A: St. Paul /Travelers Insurance Co Blackboard Connect Inc. INSURER B: 1899 L Street NW, 5th Floor INSURER C: Washington, DC 20036 INSURER D: INSURER E: ~wet'wviw THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. LTR N TYPE OF INSURANCE POLICY NUMBER POLICY EFFECTIVE POLICY EXPIRATION LIMITS A GENERAL LIABILITY TE00801089 06/01/08 06/01/09 EACH OCCURRENCE $1000000 X COMMERCIAL GENERAL LIABILITY DAMAGE TO RENTED $3OO OOO CLAIMS MADE Q OCCUR MED EXP (Any one person) $1 O OOO PERSONAL & ADV INJURY $1 OOO OOO GENERAL AGGREGATE $2 OOO OOQ GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS -COMP/OP AGG $2 OOO OOO POLICY PROT- LOC A AUTOMOBILELIABIIIrr ANY AUTO TE00801089 06/01/08 06/01/09 COMBINED SINGLE LIMIT (Ee accident) $1,000,000 ALL OWNED AUTOS SCHEDULED AUTOS BODILY INJURY (Per person) $ X HIRED AUTOS X NON-0WNEDAUTOS BODILY INJURY (Peracadent) $ PROPERTY DAMAGE (Per accdent) $ GARAGE LIABILITY AUTO ONLY - EA ACCIDENT $ ANY AUTO OTHER THAN ~ ACC $ AUTO ONLY: AGG $ A EXCESSNMBRELLALIABILnY TE00801089 06/01/08 06/01/09 EACH OCCURRENCE $10000000 X OCCUR ~ CLAIMS MADE AGGREGATE $1 O OOO OOO DEDUCTIBLE $ X RETENTION $ 1 O OOO $ A WORKERS COMPENSATION AND ' RCVUB6269C83408 06/01/08 06/01/09 X WC STATU- OTH- EMPLOYERS LUU3ILITY ANY PROPRIETOR/PARTNER/EXECUTIVE E.L. EACH ACCIDENT $5OO OOO OFFICER/MEMBER EXCLUDED9 If E.L. DISEASE - EA EMPLOYEE $5OO OOO yes, describe under SPECIAL PROVISIONS below E.L. DISEASE -POLICY LIMIT $5OO OOO OTHER DESCRIPTION OF OPERATIONS /LOCATIONS /VEHICLES /EXCLUSIONS ADDED BY ENDORSEMENT / SPECU\L PROVISIONS *For Information Purposes Only* *For Information Purposes Only* SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL ~0_ DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL IMPOSE NO OBLIGATION OR LUU3ILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR REPRESENTATIVE ACORD 25 (2001/08)1 of 2 #122703 KHI ©ACORD CORPORATION 1988 IMPORTANT If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). DISCLAIMER The Certificate of Insurance on the reverse side of this form does not constitute a contract between the issuing insurer(s), authorized representative or producer, and the certificate holder, nor does it affirmatively or negatively amend, extend or alter the coverage afforded by the policies listed thereon. ACORD 25S (2001/08) 2 of 2 #122703 Blackboard ,~ ~:.c 15301 Ventura Blvd Building B, Suite 300 Sherman Oaks, CA 91403 PHONE (877) 684-4411 FAX (818) 808-1702 www.blackboardconnect.com January 7, 2009 Blackboard Connect Inc. (hereinafter termed "BCI" f/k/a The NTI Group, Inc.) is pleased to respond to Kerr County's RFP for a mass notification service with our full-service mass notification solution: the Connect-CTY service. Overall Proposal Contact: Mr. Lee Kicker, Regional Director lee.kickei~blackboardconnect.com, (832) 260-2380 RFP Contact• Mr. David Najar; RFP Director david.najar(c~blackboardconnect.com , (818) 808 -1461 We look forward to the opportunity to serve the County. Sin ~ rel , /`~ i~ , ~l~ .r r ~~,// 1 Nic le Miller, RFP Coordinator 15301 Ventura Blvd. Bldg. B, Suite 300 Sherman Oaks, CA 91403 Page 1 of 1 From: Origin ID: VNYA (818) 808-1718 Jay Marks 15301 Ventura Blvd. Bldg. B, Suite 300 Sherman Oaks, CA 91403 lCLS1112arzvia SHIP TO: (818) 80&1768 BILL SENDER Court Clerk's Office Kerry County Courthouse T00 MAIN ST RIN 122 KERRVILLE, TX 78028 Ship Date: O7JAN09 ActWgt 12.0 LB CAD: 4480273ANET8091 Account. S "*""""""" ri~miiiiiiuiin~iimiuiiun THU - 08JAN A4 rRK# 7962 3690 9276 PRIORITY OVERNIGHT n 78028 AR EVAA ~IIIVIIIIIIIIIIIIIIIIIIIIAfl~IMW~ IIIII~ VIII Twenty First Century communications Mass Notification Services A service of Twenty First Century Communications, Inc. Response to Request for Proposal: Prepared for: Kerr County Commissioner's Court January 9, 2009 Prepared by: Eric Sutliff, Public Safety Sales Consultant, 800-382-8356, Eric.sutliff@tfcci.com 750 Communications Parkway Columbus, Ohio 43214 800.382.8356 614.442.1215 614.442.1 180(fax) www.tfcci.com ~ . ~ -,. -'»~; -. S l ,~ Confidentiality Statement The material and information contained in this document are ', the proprietary and confidential property of Twenty First Century Communications, Inc. and are not open to the public. Reproduction and/or disclosure of any kind are prohibited, except as authorized. 2 ~ Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 TABLE OF CONTENTS EXECUTIVE SUMMARY ........................................................................................... 5 5.1 RESPONDENT EXPERIENCE AND PERSONNEL .............................................. ..9 5.2 CUSTOMER REFERENCES ............................................................................. 11 5.3 CONTRACTOR AND SUBCONTRACTOR LISTING ........................................... 12 5.4 SCOPE OF WORK AND SYSTEM REQUIREMENTS ......................................... 13 5.5 IMPLEMENTATION SCHEDULE .................................................................... 33 5.6 PRICING ....................................................................................................... 35 5.7 ADDITIONAL INFORMATION ....................................................................... 38 Attachment A - TFCC Project Team Resumes ....................................................... 39 Attachment B -Training Agenda .......................................................................... 44 3 ~ Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Twenty First Century communications January 9, 2009 Kerr County Courthouse Court Clerk's Office 700 Main Street, Ste. 122 Kerrville, TX 78028 To Whom It May Concern: Thank you for your consideration of Twenty First Century Communications, Inc. (TFCC) and our response to the Kerr County Commissioner's Court's Request for Proposal for Mass Notification Services. In addition to meeting or exceeding your requirements, we believe our experience and use of industry "best practices" will further enhance the successful deployment of your system. We provide mass notification services and related services to hundreds of organizations nationwide. These include numerous city and county governments, such as San Diego County (CA); Frankfort, KY, Forsyth County, GA, Manatee County, FL, and the Washington D.C. EMA. We serve 80 electric utilities including The City of Austin Electric, AEP Texas, Reliant Energy and Texas Utilities. Our mass notification services are also in place at several government agencies including the Federal Reserve Board, the U.S House of Representatives, and the American Red Cross. In addition, Twenty First Century's Universal Communications solution is on the HGAC Cooperative Purchasing List, Contract number - EC-07-07. We have provided communication services since 1989 and are widely recognized as an industry leader in high volume communication and notification call handling and reporting. Our mass notification service is designed for urgent geo-coded public alerting applications as well as for group and role based internal notification, interdepartmental communications, and responder mobilization. - Web-based vendor-hosted model: proven the most reliable, efficient and effective. - System runs on a massive, robust, geo-redundant telecom platform. - Activated remotely via the Internet or by phone, without special equipment. - Unlike onsite systems, the mass notification service will function during disasters when traditional and local communication methods may be disrupted. Twenty First Century is dedicated to its Relentless Reliability promise and includes 100% warranty of service for the life of the agreement. We look forward to the opportunity to further present our proposal to you and the evaluation team. Please do not hesitate to contact me at (614) 442-1215 ext. 252 or eric.sutliff@tfcci.com. 4 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 EXECUTIVE SUMMARY Twenty First Century Communications (TFCC) is the national leader in emergency notifications, serving diverse mission-critical clients since 1989. We provide a suite ofweb-based, vendor-hosted emergency communication services supporting Public Safety and Disaster Response. The Mass Notification Services (MNS) is a state-of-the art, comprehensive, notification system designed to deliver high-speed, high-volume, targeted messages to select groups or geographic areas. Our Mass Notification Services is operational and supported 24/7/365 by technicians at Twenty First Century's Network Operations Center. This fully hosted mass notification system is accessible from any location with Internet access, through a simple User Interface website. This service is built to be operated fully by the client without vendor intervention, but if needed, atoll-free Help Desk is always available. The MNS system runs on a massive, redundant, geo-dispersed telecommunications platform. TFCC's platform is co-located with the major long distance telephone carriers' points of presence (POP) sites throughout the United States. All client information is securely stored on TFCC's servers and is always available to clients' authorized users. TFCC's system is backed by the Oracle database platform, which has virtually unlimited capacity for storage of data of all types (contacts, call groups, map data, reports, etc.). Our MNS service comes with included periodic data uploads, as well as a means for clients to access and modify their data at their convenience. Key Differentiators 20 Years Experience -TFCC has been in the business ofhigh-speed, high-volume urgent telecommunications since its inception in 1989.Our system comes with the benefit of two decades of telecom expertise, industry knowledge, dedicated research and development, and our commitment to the many mission-critical organizations we serve. Speed & Capacity -TFCC has agreements with multiple telecommunications providers across the United States, and has thus assembled the largest calling platform in North America. Our current client activity only reaches 10% of our capacity on an average day, and has never exceeded 30% of available capacity, even during the most extreme events. While many notification vendors make exaggerated capacity claims, at TFCC we address telecom capacity and call delivery realistically. Our capacity is massive: our out-dial platform alone exceeds 55,500 ports, indicating a theoretical processing capacity in the millions of calls per hour. Call volumes like this would overwhelm local networks and result in busy signals and operator intercepts. So we offer our clients the "insurance" of a massive platform. And we provide "call throttling" so that our clients can send their calls in quantities that are manageable by local carriers. TFCC is the vendor with the real know-how, who will truly deliver. 5 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Vendor Hosted -The MNS service is aweb-based, Software as a Service (Baas) system which means that no additional hardware, software or phone lines need to be purchased or installed. We handle all maintenance and updates which are included in the system price. Ease of Implementation -The MNS service is a custom off the shelf (COTS) solution, based on proprietary software developed by TFCC, with a very straightforward turnkey implementation. We begin with akick-off meeting where specific roles and deliverables are established. Your system can be live 5 business days after we receive your data. Client Care Commitment -Our customer service philosophy is simply to provide the best service and support in the industry, 24/7/365.Our clients have a personal Client Manager as their first POC and liaison to the full complement of TFCC's client support resources. In addition we provide atoll-free 24/7/365 live Help Desk hotline staffed with full-time, onsite TFCC technical support specialists. Because of the large volume of calls we process, TFCC has access to the AT&T "Gold Team" for an exclusive level of customer service, which we pass on to our customers. Flexible Business Model -Our business model offers a straightforward pricing structure with flexible options, so that along with our features, capacity, and customer service, our MNS service represents the best value in the industry. Inbound IVR -TFCC is the only emergency notification vendor to provide high-volume interactive inbound messaging. TTY/TDD -TFCC is the only emergency notification provider whose system can both recognize TTY machines without requiring hearing impaired citizens to preregister, and can send TTY messages to machines without relay operator intervention. Overview of Features Vendor-hosted -Our MNS service requires no additional hardware, software or phone lines. We handle all maintenance and updates which are included in the system price. The MNS service can be accessed from any location via any Internet-enabled computer. Web- based activation allows clients to conduct notifications from the emergency operations center, from the field, or anywhere in between. Intuitive menus guide users through the process of creating and activating notifications. 6 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Architecture Overview Internet ~~~ HTTPSISSL Twenty First Century Communications Lowtwns: Network Operations Center W eh Columbus, OH Ssrvers .!, Backup Hat SRe ~ YC...... ~_ '... Denvar, CO Local or Hee Number ~ 1~8ee-087Ee00 61N61I4B6 Appllca[ion Server Telephone ~ System Network - Q V kd1T5 -. __-~ ~Em~lf _.L_ ElE 9oW+teld, Mi Omerlr, NE (3) Tlydon Fells. Nl Gaiumb~~ OH Denver. LO Denvcr, GO 100,000 Tln~on Fellr. NJ '. 30~OC0 Ports ~ Per FOUr Inbound PO11f ]OOM M1 X~.~CO b d P t aur per oun ot r Out 55.500 Updated 1-63008 Architecture Overview Geo-Dispersed, Redundant Platform -Our telephony systems run on a massive network of interactive voice response units (VRU). Our VRU platform is co-located with major long-distance telecom carriers' POP sites, and is redundant and geographically dispersed throughout the U.S. Our core call processing centers reside in: • Ashburn, VA 8eamlva - • Beaverton, OR • Dallas, TX a~Bha ~ ~ sd"""`'~ • Denver, CO ~raYer ~ z~,~~d: naropr.~~ . ~; Las Vegas, NV AeAbuls ~~~~__ ~~ • Omaha, NE • Southfield, MI oa~¢e • f Tinton Falls, NJ ~ • Other sites throughout the U.S. This provides our clients with the redundancy necessary to protect them from incidents at any single site. We have both Uninterruptible Power Supply (UPS) and emergency back-up generators at all sites. If there is a problem at one site, activity rolls over to an alternate site. In addition, our delivery and web platforms are backed up with a mirrored hot site in Denver, Colorado. 7 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Call types -Using the MNS service you can send calls of multiple types: emergency public alerts, responder mobilization, community outreach, and interactive survey. In addition, the service's inbound platform enables receipt of incoming calls of the same nature. All of TFCC's call types can prompt the caller for touch-tone response as well as redirect to another line. Multi-modal Delivery-The MNS service is capable of reaching landlines, cellular and VoIP phones, BlackBerrys/PDAs, pagers, SMS/text messaging, fax, email and TTY/TTD for the hearing impaired Web Access -Our MNS service is a Software as a Service (Baas) solution which is accessible through a secure web portal Remote Activation -The MNS service can be accessed and messages activated from any Internet- enabled location. If you can't access the web, a call to TFCC's 24/7/365 Help Desk will get the message out for you. The system is always available and ready for use, from the operations center, from the field, or anywhere in between. Contact Data -The MNS service can accept various types of data: emergency 9-1-1 data from the client, 4-1-1 data from commercial sources, client databases, as well as citizen data gathered from a voluntary opt-in website. The system stores multiple contact numbers and devices for each individual. Map Data -The MNS service comes with TeleAtlas map data, which includes layers such as zip codes, highways, roads, railroads and rivers. It can also receive and incorporate ESRI-compatible map files from the client. Groups -The system comes with a simple contact management tool that allows group notification based on any field in the contact database. Ad-hoc groups can also be created with a simple database query, or imported "on-the-fly" by uploading a simple text file. Unlimited call groups can be created and saved for future use. Geo-targeted Alerting-The MNS service includes geo-targeted public alerting through its GIB-mapping module, which comes with a suite of tools to define calling areas. The client can create call lists using criteria such as zip codes and radius, or create various shapes (e.g. polygon or doughnut, where the hold can be excluded from the notification if desired). Pre-recorded Messages and Scenarios -The MNS service allows for storage of unlimited pre-recorded messages, pre-defined map areas, and anticipated scenarios for use during events. Reporting -Within minutes of activation real-time reports begin to populate and auto-refresh every 60 seconds as the notification campaign progresses. Reports include detailed information about the call including but not limited to time/date stamp, answer, busy, answering machine, no answer, etc. The client defines the criteria for a successful call. In addition, it comes with a custom report writer functionality so that you can create reports specific to your needs. 8 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 5.1 RESPONDENT EXPERIENCE AND PERSONNEL A leader in hosted crisis communication services, Twenty First Century Communications (TFCC) has 20 years experience in providing high volume call response and emergency notification services. Located in Columbus, Ohio, Twenty First Century provides a variety of customized, remotely run notification and call-handling services to state, county and municipal government agencies, public safety organizations, corporations and other organizations, using the industry's largest and most reliable telecommunications network. Relevant Experience -Twenty First Century's system has effectively performed numerous mass alerts, both geographically based and group based, of a broad range of scopes. Key examples follow: San Diego wildfires • October 21 and 22, 2007 -San Diego County (California) used our geo-targeted alerting system to make 172,000 calls, sending seven unique evacuation messages to households threatened by the fast-moving wildfires. • Nov. 30, 2007 -TFCC created custom maps based on the fire perimeter and burn areas; then performed six geo-targeted alert campaigns to 90,000 San Diego County households now vulnerable to floods and mudslides. Geo-targeted alerts September 29, 2006 -the Frankfort, Kentucky Emergency Management Agency performed an alert with our system, asking residents within a targeted area to call 9-1-1 if they spotted a suspected kidnapper and child. Citizens responded and the kidnapper was apprehended within 20 minutes of the alert. April 2, 2007 -the Hilliard, Ohio Police Department made calls with Twenty First Century's system, alerting residents to a hostage situation in progress. They were able to inform the citizens surrounding the site, without alerting the suspect. Targeted groups • April 2008 -Riverside County (California) evacuated 40 households due to a train derailment. • December 2007 -Trumbull County (Ohio) used Twenty First Century's mass notification system to alert citizens to a hazardous condition caused by a natural gas leak. • December 2006 -the Nebraska Public Power District warned thousands of customers of rolling blackouts as a result of winter storms. • July 2006 -the Franklin County (Ohio) Office on Aging used the system to call senior citizens and provide safety tips and shelter information during a series of heat waves. • March 2006 -Lakeland Electric, a Florida utility, used the system to call its 69,000 residential customers and alert them to a hoax being attempted on their community. Hurricanes • Katrina -Twenty First Century operated the 1-877-LOVEDIS hotline for the American Red Cross after the storms, handling over 380,000 calls and helping to reunite over 40,000 displaced friends and family members. • Isabel -TFCC processed 1.7 million calls in a single day 9 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 TFCC Personnel Principal individuals at Twenty First Century who work on mass notification services implementations: Position Name Client Manager -Primary Point of Contact Elizabeth Drake or Chelsea Tron Manager of Client Services Rob Hames Sales Eric Sutliff Trainer Jessica Ochettree Technical Support 24/7/365 Help Desk Team Media Communications Ellen Grevey Other project team members: • Brandon Allen, CISSP, SCCP; Manager, Infrastructure Services and Security • Bentley Cooper, Manager of Quality Assurance • Joe Zarick, Manager of Software Development The Role of the Client Manager -TFCC assigns each client a highly trained, personal Client Manager as the Project Manager. He or she will be your first point of contact during implementation and throughout the life of the contract. Your Client Manager will: • Manage project implementation • Prepare full documentation of the workings of the system. • Fully train a second Client Manager on your account. • Inform you of new product updates. • Be available by phone during business hours and on call 24/7/365. • Be responsible for the ongoing success of the project and assure your full satisfaction. Resumes of our project team members can be found in Attachment A. Kerr County Personnel During implementation, TFCC will need Kerr County's assistance with the following client staff and tasks as needed: A. Client Project Leader/System Administrator An in-house project leader/system administrator will be needed to: o Gather milestone requirements needs to begin work o Identify users of the system o Coordinate the client's implementation and use of the system B. System Users o Staff members who will be using the system need to be identified in order to get training and to apply the system's use to their respective areas. Note: Kerr County will not need to hire additional staff to support the MNS services solution. 10 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 5.2 CUSTOMER REFERENCES Company Name: San Diego County (CA) EMA Contact Name: Tom Amabile Phone Number: (858) 715-2203 Email: tom.amabile@sdcounty.ca.~ov Company Name: Riverside County (CA) EMA Contact Name: Peter Lent Phone Number: (951) 955-8483 Email: Not Released By Client 11 I Page Company Name: Franklin County (Ohio) EM Contact Name: Art Baker Phone Number: (614) 794-0213 Email: aabaker@franklincountyohio.>;ov Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 5.3 CONTRACTOR AND SUBCONTRACTOR LISTING Response: Twenty First Century Communications Inc. is the sole provider of services for all items outlined in this RFP response. 12 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 5.4 SCOPE OF WORK AND SYSTEM REQUIREMENTS Response Code Definition 1 The requirement will be met by the core functionality of the system proposed. This functionality 'Meet is already operational at other sites. Requirement 2 Requirement will be met by software that is currently under development, in Beta test, or not Under Yet released. Provide target release date. .Development 3 Requirement will be met with minor modifications to existing software. Ali work will be Minor performed by the vendor and pricing must be included. This work must be noted in the project Modification plan and schedule. 4 Requirement will be met by major modifications to existing software or by new custom software Major development. All work will be performed by the vendor and any additional costs must be noted. Customization 5 Requirement canoe provided through a third party solution partner. When responding with a 2 Third-Party vendors must describe how the functionality will be achieved and whether any set-up work will be done by the vendor or customer. 6 Requirement will be met by the use of proposed software tools such as a report writer, query Other language or spreadsheet. When responding with a 3, vendors must describe how the Tools requirement should be met and whether the set-up work will be done by the vendor or customer. 7 Vendor cannot meet requirement. .Not Available 13 ~ Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code 6.1 General Requirements 6.1.1 A solution designed 1 All 4 of these requirements are standard with specifically for mass TFCC's mass notification services. notification using the SaaS (software as a service) model so that: 1) No hardware is required beyond existing PC workstations with Microsoft OS Windows 2000 and all later MS OS and with Microsoft Internet Explorer 6.0 or later. 2) Set up is fast and easy 3) Upgrades and enhancements are provided seamlessly at no additional cost. 4) A separate installation and separate maintenance is not required for each customer. 6.1.2 Capability to initiate calls to 1 at least 10,000 contacts at one time and to deliver at least 50,000 30 second local orlong-distance voice messages per hour. 6.1.3 Scalability to accommodate 1 Hosted on TFCC's Oracle database, the MNS additional contacts on- database has the capacity to store virtually 14 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code demand unlimited contact profiles and any amount of contact information per person. 6.1.4 Security to prevent 1 Client data security is a primary focus of TFCC, inappropriate use and to so we not only designed our system with a maintain privacy of contacts series of security checks but we also employ including login/password SSL 128 bit encryption throughout the system authentication and access and the transmission of user logons is through https secure encrypted over HTTPS port 443. communications Client data is stored on a secure Oracle database. This data is accessible by TFCC's Database Administration Team only (via configured system privileges) and it is password protected. TFCC has always maintained that customer information is confidential and proprietary to the client. It is company policy never to divulge, re-sell or disclose customer data to outside agencies unless directed to do so by legal authority. This assurance is written into our contracts. 6.1.5 Ability to initiate and deliver 1 The MNS system is available 99.9% of the notifications 24x7x365 with time. Twenty First Century is committed to its at least 99.9% availability Relentless Reliability promise and provides a 100% customer satisfaction guarantee. Because the MNS system is a service, it must perform flawlessly every day 24/7 for its clients. Toward that end Twenty First Century engages in the following practices: -Full-time system monitoring. On-duty staff are constantly monitoring and testing the system to identify and resolve any potential problems. -System self-testing. Periodic updates and continuous testing assure its immediate availability as acutting-edge communications 15 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code tool. System reliability is maintained by a proprietary system of monitoring, testing performance benchmarks and alarms developed over 20 years of experience. Multiple redundant geo-dispersed servers assure that the system is never down for maintenance or testing. -Quality Assurance (QA). TFCC employs a Full time CtA Manager who monitors issues and applies escalation when needed. -Problem resolution. TFCC seeks to resolve any problem within minutes. On-duty staff are constantly monitoring and testing the system to identify and resolve any potential problem. Issues are dealt with as they arise and addressed until they are resolved by TFCC's technical personnel. 6.1.6 Ability for the notification to 1 be delivered to the first intended contact device within two minutes of the request to do so. 6.1.7 Ability to provide login audit 6 Audit tracking information is available through tracking. a request to the client manager. 6.1.8 The application can be 1 configured and ready for testing within 60 days after the purchase order has been received. 6.2 Sending Notifications 6.2.1 Ability to send notifications 1 to any pre-identified recipients (such as employees, vendors, and first 16 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code responders) and to geographically- identified recipients through a standard GIS (Geographic Information System) interface 6.2.2 Ability to set up user-defined 1 fields in the profiles of message recipients. Ability to select 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-defined criteria). 6.2.3 The ability to send "polling" 1 broadcasts to pre-defined recipients, where a recipient is asked to respond to a question or series of questions. 6.2.4 Ability to send geographic 1 polling notifications. 6.2.5 As part of the notification 1 Twenty First Century can set up a secure solution, provide the ability website for the County which will enable for citizens to self register citizens to register their emergency additional contact notification preferences. These might include information such as a mobile unlisted numbers, cell phones, VOIP, text number or a-mail address. messaging, fax, email, TTY, or PDA. This Preferably this should be information is then geo-coded and accomplished through a link incorporated into the emergency notification on the Kerr County website. database. The County's citizens may choose order of devices used for emergency and non- emergency notifications. The County can include any variety of selection menus in 17 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code which citizens can choose to register their preferences and contact methods. 6.2.6 Ability to notify pre-identified SMS (text messages) sent from TFCC's system recipients via: are 1-way only. 1. Phone (land-line, mobile, 1 satellite) 2. Blackberry 1 3. PDA 1 4. Text message 1 5. Instant message ~ 6. a-mail 1 7. fax 1 8. 1-way and 2-way SMS 3 Plus the ability to receive confirmations from the contacted device. Ability to provide for at least 8 different contact numbers/addresses and to receive confirmation of receipt of the message. Please note any exceptions to the above. 6.2.7 Ability to sequence the 1 contact paths. Ability to provide two different sequences depending on whether it is an emergency notification or anon- emergency notification. 6.2.8 Ability to send notifications 1 to pre-defined groups of people where each individual 18 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code within the group has their own contact information and can confirm receipt of the message. 6.2.9 Ability to send to selected 1 groups and selected individuals with a single message 6.2.10 Ability to create, send, and 1 manage notifications from any computer, using a browser, at any time 6.2.11 Ability to call a live operator 1 24x7x365 to create and send notifications 6.2.12 Ability to enter a message in 1 Messages can be delivered in recorded human text and to have it translated voice orText-to-Speech (TTS), or a blend of to speech (i.e., text-to-speech the two. With Text-to-Speech, typed messages function) are automatically converted to computerized human voice. 6.2.13 Send notifications using text 1 Over 30 languages are available in TTS, to speech in Spanish, French including English, Spanish, French, and many or English. more. 6.2.14 The application shall be able 1 to perform as many redial attempts as requested by the user and can vary by notification. 6.2.15 Capability to confirm receipt 1 --Broadcast Template. Plays a basic broadcast of messages and to request message to the caller. Repeats twice to allow that the message be for answering machines. repeated. -- Confirmation Template. Requires caller/recipient to enter identification at the end of the call. It is generally used for confirmation of message receipt as well as 19 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code identification for reporting purposes. 6.2.16 Ability to save pre-recorded 1 voice and text messages for later use 6.2.17 Ability to re-send a 1 notification to only those who did not respond to the original notification. 6.2.18 Ability to record a message 1 which employees can then access by calling atoll-free number. 6.2.19 Ability to automatically 1 request that at least 90 employees join a conference call when they receive a notification and press a key on their telephone. 6.2.20 Ability to send notifications 1 at the same time to the same or different recipients. 6.2.21 Ability to set up recurring 1 notifications. 6.2.22 Ability to override call- 1 blocking. 6.2.23 Ability to notify those with 1 TFCC is the only emergency notification special needs through TTY. provider whose system can both recognize TTY machines without requiring preregistration by hearing impaired citizens, and send TTY messages to machines without relay operator intervention. 6.2.24 Ability to record messages 1 that can then be accessed 20 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code via toll-free call-in. 6.2.25 Ability to escalate messages 1 when the intended recipient has not confirmed receipt of a message (with at least three levels of person-to- person) 6.2.26 Ability to set up "quota 1 notifications" that end after a pre-determined number of confirmations are received and then contacts those who confirm after the quota is reached to inform them that they are no longer needed. 6.2.27 Ability to customize the 1 telephone number display (caller ID) for voice messages and the email addresses for text messages 6.2.28 Ability to customize the 1 greeting that precedes a message delivered by voice. 6.2.29 Can provide a library of 1 message maps to incorporate into notifications. Please list available message libraries and number of available maps for each: (e.g. Pandemics, Earthquakes, Hurricanes, etc.) 6.3 Selecting Geographic Areas 6.3.1 Ability to search for a geographic location using the 21 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code following criteria: 1 1. Address 1 2. Street Name 1 3. Streets/Cross Streets 1 4. Community /City 1 Search criteria is not case sensitive. An indicator shows when a search is in progress and completed. If not records match, a "no match found" message is displayed. 6.3.2 When the search is complete, 1 the result is highlighted on the map. 6.3.3 Search capabilities using 7 Soundex. 6.3.4 If more than one record 1 matches the search, the records are sorted and provide options for determining the correct record. 6.3.5 Ability to send notifications 1 to a selected geographic area by zip code. 6.3.6 Ability to identify a 1 geographic area defined by an address and a radius around that address. 6.3.7 Ability to select a street 2 segment by selecting a street name and two cross-street names. 22 (Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments/ Explanation No. Code 6.3.8 Ability to use an interactive 1 map through a standard GIS format to select a geographic area using polygons/drawing tools. Interactive map functions should include zoom in/out using zoom buttons and using pre- defined zoom levels (e.g., street, city, state, country), movement north, south, east and west. 6.3.9 The ability to add 1 Suggested GIS Layers: Centerline road file, organization-specific custom address point data, city limit boundaries, layers to maps in order to county boundaries, ESN boundaries, fire target communications more district boundaries, ISD boundaries, precisely and effectively plus voter/polling precinct boundaries, the ability to view/hide pre- Commissioner's boundaries, major waterways defined map layers. Kerr (rivers and streams), and aerial layers. These County should add specific layers are available through Kerr 9-1-1 agency; examples of pertinent layers . and such other layers as may be determined For example, location of by Commissioners' Court and Kerr County power stations, utility poles, Sheriff's Office. fire hydrants, police stations, fire stations, government offices, schools, etc.) 6.3.10 Ability to import pre-existing 1 shape files polygons (e.g. neighborhood boundaries) from other applications to quickly select a geographic area. Please describe the way in which the requirement will be met. 6.3.11 Ability to use existing ESRI 1 GIS data and the latest ESRI IMS and SDE versions 23 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement Response Comments /Explanation No. Code (currently 9.2) 6.3.12 Ability to save selected 1 geographic "activation" areas and scenarios. 6.3.14 Ability to directly acquire and 1 provide citizen contact information for the required areas with authorization from the Kerr County. 6.4 Reporting 6.4.1 Ability to view notification 1 results data in real-time while a notification is in progress and after it is completed. 6.4.2 Notification/broadcast 1 results reports contain the following information: a. Name of the broadcast b. Date and time of the broadcast c. Name of the person who initiated the broadcast d. Number of redial attempts requested by initiator e. Summary statistics including total contacts, total confirming receipt/not confirming receipt, %confirming/not confirming receipt. If a polling broadcast, a total for each response. f. Detailed calling 24 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement R Se Comments/ Explanation No. Code information including call-result of each ATTEMPT within the broadcast including the addresses and associated phone numbers attempted, the attempt number (if multiple attempts/re-dials are requested) and the result: a. Confirmed (with date & time) b. Busy c. No Answer d. Voicemail 6.4.3 Ability to view broadcast 1 results by either confirmed or non-confirmed responses or both. 6.4.4 Ability to capture and view 1 "polled" 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 quantity). 6.4.5 Ability to produce ad-hoc 1 reports using all application data. 6.4.6 Ability to track and report on 1 user-defined fields for pre- defined users (such as division or building location 25 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Req Requirement R Se Comments/ Explanation No. Code 6.4.7 Ability to export all report 1 data in CSV, HTML, or PDF format. 6.5 ..Contact Information Import Capabilities 6.5.1 Ability to import employee 1 contact information from an existing database (e.g., PeopleSoft/Oracle HR) 6.5.2 Ability to upload other 1 contact data in .csv format. Ability to upload group and escalation information in the same upload process. 6.5.3 Ability to update multiple 1 records with data export and import capabilities. 6.6 Customer Service& User Documentation 6.6.1 On-line documentation is 1 provided and is understandable by non- technical users. 6.6.2 Available customer service 1 24x7x365 for emergency service calls and at least 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. 26 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 A. Hardware: Describe minimum requirements for existing PC workstations to access the notification system. Response• Twenty First Century's MNS service is aweb-enabled application that is designed to run on standard Microsoft systems and servers. Minimum PC system requirements include: • High speed Internet connection • Microsoft Internet Explorer 6.x, 7.x or Mozilla Firefox 2.x, 3.x • Sun JavaVM Plugin: Version 1.5 or higher (for mapping capabilities) • 1GHz processor or greater • 512MB RAM or greater • 1024x768 minimum screen resolution B. Training: Describe how the Respondent proposes to furnish initial and follow-up training to Kerr County. Response• Initial Training As part of the project implementation, Twenty First Century provides extensive hands-on training at your location. • Each training session is approximately 4 hours long. • Both a hardcopy and electronic (CD) set of training manuals with detailed instructions will be provided. Follow up Training • Follow-up training provided at no cost by webcast for as needed throughout the contract period. • Training on all system improvements and upgrades made after system installation is conducted at no cost via webcast. • Each client is also assigned a Client Manager who keeps the client current with recent updates, assists in the training of client staff, and assists clients in the implementation of updates. • The TFCC system uses familiar wizards and help windows design, so that messages can be created and activated with very little training. • The TFCC system includes an online Learning Management System (LMS) which County users can access at their convenience. The Training Agenda can be found in Attachment B. 27 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 C. Usability: Has your system undergone a usability test? Please provide most recent usability test report. Response: The recent updates to TFCC's MNS user interface were a result of several months of consultation with usability experts in addition to feedback from existing end-users of all experience levels. D. System Reliability: a. What is your system availability for initiating and sending voice and text notifications? Response• Twenty First Century's MNS services are available 99.9% of the time. Twenty First Century is committed to its Relentless Reliability promise and provides a 100% customer satisfaction guarantee. Because the MNS system is a service, it must perform flawlessly every day 24/7 for its clients. b. Does your company offer a Service Level Agreement for performance? If yes, please include. Response• No Although Twenty First Century does not provide Service Level Agreements, we do offer a 100% satisfaction guarantee. Twenty First Century gives its notification clients priority access to the largest and most robust telecommunications platform in North America that includes 55,500 outbound and 50,400 inbound ports. Twenty First Century's client activity has never exceeded 30% of its platform capacity, even during the most extreme events. Due to geographic redundancy, continuous notification activity, and regular system tests, TFCC's system is always up and running. Twenty First Century is very confident that our platform and technology are more than adequate to handle any variable influx of calls. c. Does your company have multiple geo-dispersed data centers? Please describe. System configuration (e.g., primary/backup, active-active, standby). What is the process forfailover? Response• Our telephony systems run on a massive network of interactive voice response units (VRU). Our VRU platform is co-located with major long-distance telecom carriers' POP 28 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 sites, and is redundant and geographically dispersed throughout the U.S. Our core call processing centers reside in: g~„~,,, • Ashburn, VA • Beaverton, OR • Dallas, TX ~tie__- ~~a~~~~a • '.. ` Denver, CO F'wron felts 9envea ~ ~" C•tembvs ~.~ ~, 1 • ' Las Vegas, NV . _fsh6cra ~ ~,v~g~_- ~: ~ . Omaha, NE • Southfield, MI o•nos • ~ Tinton Falls, NJ _ • Other sites throughout the U.S. This provides our clients with the redundancy necessary to protect them from incidents at any single site. We have both Uninterruptible Power Supply (UPS) and emergency back-up generators at all sites. If there is a problem atone site, activity rolls over to an alternate site. In addition, our delivery and web platforms are backed up with a mirrored hot site in Denver, Colorado. The system is continuously active, processing client call traffic at all times. It is never down for maintenance or repair. In a catastrophic event, TFCC would be able to resume client activities in well under an hour. ii. If your system uses a failover configuration or standby, is there any network or telephone capacity loss and what is it? Response• There is no loss to any network or telephone capacity when a failover or standby occurs iii. If the system fails over, what steps are required on the customer side to continue operations? Response: Not Applicable The MNS service is avendor-hosted service from TFCC. 29 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 iv. Are all system components in multiple data centers? Please describe the level of redundancy, including: 1. Application database 2. Application servers 3. Web servers 4. Telephony servers Response: Yes to all of above. Our telephony systems run on a massive network of interactive voice response units (VRU). Our VRU platform is co-located with major long-distance telecom carriers' POP sites, and is redundant and geographically dispersed throughout the U.S. Our core call processing centers reside in: • Ashburn, VA • Omaha, NE • Beaverton, OR • Southfield, MI • Dallas, TX • Tinton Falls, NJ • Denver, CO • Other sites throughout the U.S. • Las Vegas, NV This provides our clients with the redundancy necessary to protect them from incidents at any single site. We have both Uninterruptible Power Supply (UPS) and emergency back-up generators at all sites. If there is a problem atone site, activity rolls over to an alternate site. In addition, our delivery and web platforms are backed up with a mirrored hot site in Denver, Colorado. d. Are your data centers co-located at the telecommunications point of presence? Response• Yes 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 facility. Please disclose whether or not your facilities have this certification. Describe your physical security. Response• All Twenty First Century data processing facilities have intrusion detection systems that are monitored by TFCC 24/7 on-site personnel. Secure card reader access to all data centers is granted only to the essential personnel. Access logs are regularly reviewed for any anomalies. The facility perimeter is monitored by video surveillance cameras with emphasis on the entrances. Highly trained technical personnel are on duty at the 30 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Network Operations Center 24/7/365. They constantly monitor security conditions. All sites have multiple fiber optic data pipes and on-site UPS power protectors. All sites have auxiliary air conditioning systems and computer systems. All sites are fire and flood proof. ii. Network: Describe your network security. Response• A user ID and password are required to access any of Twenty First Century's systems. The client's system administrator maintains sole access to the root accounts and controls access to the production system. Passwords are assigned by Twenty First Century. The 800 number that is used to administer and record messages is also ID and password protected with randomly generated passwords associated with each program. iii. Transmission: Describe your transmission security. Response: Twenty First Century's MNS services' network resides behind a firewall and is inaccessible to unauthorized users. The application and database has anon-routable IP address. It is monitored 24/7/365 and remote access logs are reviewed regularly for anomalies or abuse. Any access to the platform from the Internet is encrypted using SSL; the SSL access logs are reviewed regularly as well. iv. Database: In which database is your customers' data stored (e.g., Oracle, SQL Server, etc.j? Describe your database security. Response• Data storage and backup procedures ensure that hosted data is always available. • Twenty First Century runs a 3-way multi-master Oracle Replication using Oracle streams. One database is at a remote DR (Disaster Recovery) site. TFCC has 3 identical databases running constantly for redundancy and load balance. • TFCC uses an Oracle Backup Utility to back up our databases daily and once a week the backup is shipped to offsite storage. • The backups are recycled after 35 days. • The database at the DR site is a live database and fully functional. It can handle all the database activities just as the onsite databases. Has your staff undergone Personnel Security Training? If so, describe the training. Response• The Security team members have had a long and varied history of UNIX administration where security issues have been present. One team member's role contains the Security+ certification (Department of Defense directive 8570-compliant). 31 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 b. Has your system/solution undergone a security audit and/or test. If so, please provide most recent security audit/test report. Response• No We are planning to obtain independent, external audits during this calendar year. c. Have your employees had security clearance checks and investigations? Please describe security clearance checks and investigations your employees have completed. Response• No We do currently does not require security clearance for its employees. However, all TFCC employees are subjected to thorough background checks including credit and reference checks in addition to extensive drug testing. 32 I Page Twenty First Century Communications, Inc. Response to Request far Proposal Version 2901-0 5.5 IMPLEMENTATION SCHEDULE Provide a project schedule that corresponds to the implementation approach. The project schedule should include: i. Major tasks, subtasks, and task owner ii. Task durations iii. Task dependencies 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, etc. Response• At the kick-off meeting with TFCC, Kerr County will receive an in-depth project plan packet that includes detail about the following: PHASE I -INITIATION AND PLANNING • Define objectives, assumptions, and risks. • Define and refine application functionality, and gather requirements needed to begin work. A kick-off meeting or conference call is held between TFCC's team and Kerr County's team, during which we review customer specifications, the project timeline, TFCC responsibilities, Kerr County's responsibilities, and change management. • Ensure project quality PHASE II -DEVELOPMENT • TFCC software developers create the customer's application according to specifications, and develop backend database and billing tables. • Contingency path PHASE III -TESTING • TFCC Testing -The TFCC Client Manager and the TFCC Manager of Quality Assurance test Kerr County's application to ensure client specifications are met, and all functions are operate correctly. • Client Testing -Client tests the application to ensure it meets specifications. If any new functionality is necessary, TFCC will add and test it. Once modifications are made, Kerr County reviews and tests the account again. Phase IV -SYSTEM GO-LIVE • Kerr County signs off and the system goes live. TFCC provides the appropriate documents around training, support, and problem management. 33 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 • TFCC and Kerr County conduct apost-implementation review. • TFCC provides on-going training and support, and tests application as part of its Quality Assurance process. • TFCC and client conduct apost-implementation review. • TFCC provides on-going training and support, and tests application as part of its Quality .Assurance process. TIMELINE Days to Item Task Description Assigned To Complete 1 Kick-Off Meeting and Training TFCC/Client 1 Obtain from client: • User rights/restrictions • Database (if applicable) • Layout, delivery frequency, delivery method • Custom reporting requirements • Caller ID display • Inbound calling requirement • Conduct basic training 2 Development TFCC 1 • Create user accounts with rights/restrictions • Configure and load database • Configure and load billing tables • Custom reports 3 Testing -TFCC TFCC 2 • Database load • User account rights/restrictions • Call/SMS/email/fax tests • Call transfer functionality • Custom reports 4 Client testing; additional training if needed Client 1 5 Go-Live TFCC/Client * AT&T allows two weeks to provision routing and termination points for inbound toll-free number, if applicable. 34 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 5.6 PRICING Option 1: Standard Pricing -GSA Contract #GS-35F-0110P A system that includes: • A fully hosted emergency notification system • 40,000 call minutes included • One time purchase of 411 data included at installation. Optional 411 data purchases available on an annual basis. • Messaging via: voice (inbound/outbound), SMS text, email and true TTY/TDD • Public Sign Up Page • GIS mapping, updated annually • 24/7/365 Tech and Help Desk Support and dedicated account management • Initial on site training and subsequent follow up training via web cast • Telephone Number Geo-coding provided monthly This option is offered by Twenty First Century Crisis Communications, LLC. 35 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Option 2: Annual Fixed Commitment Plan (Based on Amount of Transactions) A system that includes: • A fully hosted emergency notification system • Fixed annual fee which includes $10,000 system usage applicable to any messaging channel (equivalent to 40,000 call minutes) • One time purchase of 411 data included at installation. Optional 411 data purchases available on an annual basis. • Messaging via: voice (Inbound/outbound), SMS text, email and true TTY/TTD • GIS mapping, annually • 24/7/365 Tech and Help Desk Support and dedicated account management • Public Sign-up page • Initial on site training and subsequent follow up training via web cast • Telephone Number Geo-coding provided monthly • System usage in excess of Annual prepaid level will be billed at the contracted rate below. Unused prepaid system usage may not be aggregated or carried over to subsequent or following years or contract periods. f r :I K "- Y' 3 j :l y~ 9 ~~ n ~ ~ ~ i ,y .~` ~y Annual Recurring Fee $10,000 `r .: .~ 3 ~ ,,, ........ Wc.........~...._f...~ f..._.-....~ _ ~ Kw ~Y~ R. ... i~ y. .c......_.. _.. . . . Outbound Calls .25 per minute Inbound Calls .25 per minute Text Messaging .05 per message Email No Charge Fax .25 per page ~ 3 F i # ~ rir: ~ ~ Additional On-Site Training (in excess of initial training) $100/hr Custom Programming Charge $176/hr This option is offered by our wholly owned subsidiary company, Twenty First Century Crisis Communications, LLC. 36 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Option 3: Unlimited Usage Plan (Based on Number of Households and Businesses) A system that includes: • A fully hosted emergency notification system • One time purchase of 411 data included at installation. Optional 411 data purchases available on an annual basis. • Unlimited use for a fixed, annual fee • Messaging via: voice (Inbound/outbound), SMS text, email and true TTY/TTD • GIS mapping, updated annually • 24/7/365 Tech and Help Desk Support and dedicated account management • Public Sign-up page • Initial on site training and subsequent follow up training via web cast • Telephone Number Geo-coding provided monthly This option is offered by our wholly owned subsidiary company, Twenty First Century Crisis Communications, LLC. 37 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 5.7 ADDITIONAL INFORMATION Unique Inbound Call Handlins Twenty First Century's 50,400 inbound VRU ports are equipped with the same functionality as its outbound ports, enabling self-service notification. Key personnel can call into the system from any location, enter a password, and receive situation updates, work assignments, and instructions to report to the appropriate location. In an emergency, local telephone circuits are typically overwhelmed with calls from citizens, the general public or the media. The MNS service allows for incoming calls to be filtered and routed to appropriate lines and away from core operations. It also allows for toll-free information hotlines to be made available to the public, providing accurate, up-to-date information as the event unfolds. Mutually Exclusive Lines. Not only is TFCC the only one with significant inbound capacity, but TFCC is the only emergency notification provider that provides mutually exclusive inbound and outbound lines, so both channels can are fully functional regardless of volume being placed on the other. Regardless of volume, every single incoming call is answered, meaning that no one ever gets a busy signal. Ability to Throttle Calls Throttling of Calls. The MNS service offers the ability to throttle calls. Using cellular phone calling as an example, Twenty First Century cannot make a guarantee that a very large number of messages can be delivered through local cell carriers since they can be bogged down. However, there is the capability to throttle calls in which a defined number of calls can be sent in a set period. This can help with the overload on the local cell carriers' end. Load Balancing. TFCC has the ability to load balance calls. Through evaluation of platform performance such as speed or congestion, TFCC is able to direct clients' calls to the networks that are performing the best at any given time. Gold Team. TFCC's telecommunications platform is co-located with AT&T Point of Presence (POP) sites. Because of the high volumes of calls processed by Twenty First Century, we were given access to the AT&T Gold Team. TFCC calls upon the Gold team to resolve any carrier issues quickly and effectively. This level of service is very high -TFCC is one of only three entities having access to this elite team, uniquely positioning us to continually improve our services to our clients. 38 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Attachment A - TFCC Project Team Resumes Rob Homes, Manager of Client Services, Emergency Notification Services SUMMARY OF EXPERIENCE EXPERIENCE PROPOSED ROLE Mr. Homes is the Manager of Client Services and has been with Twenty Manager of Client Services: Assigns the Client' First Century for eight years. He has managed all aspects of program Manager that will be the primary'point of development, with a focus on client specifications, budget restrictions, contact for the project. Acts as liaison between and deadlines. He has managed all aspects of web-based product .Client Management and Sales to provide development from design to implementation. He has the ability to ongoing updates. Meets daily with heads of assess client needs and wants with regard to customers and call technical departments to review project status handling while providing comprehensive solutions. He consults with and software release plans for the coming day. internal and external developers to ensure system functionality and Responsible for ensuring that all deliverables are meet customer expectations. He performs call data analysis/problem being met by Twenty First Century. Responsible identification, and troubleshooting. He also provides program for managing the overall scope of the product documentation, such as implementation and operations manuals, and project. technical diagrams, and new processes documentation. Mr. Homes is experienced in coordinating all client services, including RELEVANT QUALIFICATIONS working with all departments and vendors to ensure client satisfaction. • Project Management He is experienced in call center consulting with the top ten utilities in • Project Development the United States. • Change Management Beginning in his position as a Client Manager, Mr. Homes transitioned • Program Documentation to the role of Product Manager overseeing the development of the • Coordination of Client Services company's Emergency Notification products. Under his guidance, the • Call Center Consulting products evolved from supporting two call templates and using data • Client Relations - that was manually uploaded to the system to supporting twenty-three • Conflict Management separate templates and several ways to import and host client data. Right party authentication was added along with a geo-coded mapping RELEVANT PROJECTS tool and several other features. Responsibilities ranged from design, • Developed and implemented a custom testing, training, and implementation of the Emergency Notification Emergency Notification Service Employee products' upgrades and enhancements to maintaining client Accountability Program for the GSA. relationships and mentoring new staff. Mr. Homes also took on a • Oversaw development and implementation significant role in the RFP Response process acting as the liaison of an Emergency Notification service fora between the technical and Sales/Marketing Teams. In 2005, Mr. Federal Reserve and Bureau of Public Debt. Homes was named the Manager of Client Services in addition to his role as Product Manager. Responsibilities grew to include EDUCATION management of the Emergency Notification products' Client • NHCC Brooklyn Park, MN -General Management team as well as the Twenty First Century Product Trainer. Coursework In all, Mr. Homes currently manages 4 FTE's that are responsible for supporting more than 100 client accounts while remaining very active TRAINING in product development and customer support • ; Essentials of Project Management Project Management Methodology Twenty First Century-Mr. Homes is the Product Manager for the Emergency Notification products, web-based, mass-notification tools utilizing telecom (inbound and outbound calling), a-mail, fax, geo- coded mapping, and paging. He is responsible for design, testing, training, and implementation, and for Emergency Notification products' upgrades and enhancements. He supervises a team of Project/Program Managers that are the points of contact for all Twenty First Century clients and provide liaison between the client, technical staff, and vendor for all design, implementation, and trouble shooting efforts. 39 I Page __ Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Brandon Allen, CISSP, SCCP, Manager, Infrastructure and Security Services PROPOSED ROLE SUMMARY OF EXPERIENCE • Security Manager: Monitors physical facility ' security including wireless proximity badges, access control zones with employee roles, and full DVRvideo-recorded perimeter. RELEVANT QUALIFICATIONS • Software Engineering - • Security Administration • Microcontroller-based Digital Design • .Software Development • Client Relations • PC Repair and Configuration RELEVANT PROJECTS • Maintains Twenty First Century's centralized host monitoring system (Nagios) over 100+ servers and associated client services. • Responsible for technical design, secure implementation, end maintenance of client- serversoftware. EDUCATION • B.S., Electrical Engineering, Ohio State University. TRAINING • CISSP and SSCP ISC Certifications • Programming Languages: Perl, PHP, AJAX, lavascript, C, and C++ 40 I Page As manager of Infrastructure and Security Services at Twenty First Century, Mr. Allen maintains a centralized host monitoring system (Nagios) that monitors over 100 of Twenty First Century's servers and associated services. He holds weekly security meetings where the heads of each department meet to discuss important topics, current issues, and security incident reports. Mr. Allen establishes and maintains security-related client/vendor relationships. He is also responsible for authoring, announcing, and maintaining company security policies and procedures. Mr. Allen implemented a unified electronic access control and surveillance system, taking the company from unlocked doors and VCR recorded video, to wireless proximity badges, access control zones with employee roles, and a full DVR video-recorded perimeter. Previously at Twenty First Century, Mr. Allen was responsible for the technical design, secure implementation, and maintenance of software in aclient-server environment. He implemented custom client-side and server-side input validation functions to increase application security and reliability. He created an internal system simulator that dramatically increased development testing productivity, which, in- turn, reduced the number application bugs. Additionally, he authored a Perl XSUB in C which allowed for real-time .wav resampling from a web form. Columbus Micro Systems-Mr. Allen built, upgraded, and repaired customer personal computers (PCs). This included installation and configuration of virus scanning and firewall software, as well as the removal of malware infections, and the installation of PC hardware and operating systems. He established exclusive customer relationships through consistent, high quality customer service, and was responsible for advising customers on their PC-related decisions, including secure behaviors and practices. Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Bentley Cooper, Manager of Quality Assurance, Client Manager SUMMARY OF EXPERIENCE PROPOSED ROLE As Manager of Quality Assurance, Mr. Cooper oversees the Emergency • Client Manager: Primary customer interface. Notification products' team in implementing product improvements, Manages day-to-day communications with the testing methodology, documentation, and related practices. As Client customer, and manages internal cross- Manager, he is a primary customer interface. Bentley leads internal functional teams. Attend meetings with cross-functional work groups to design, develop, and implement customer as needed, and provide reports and automated IVR and live-agent communication programs. These serve analysis as needed. several of the largest electric utilities in the United States and United Kingdom; as well as mass notification systems for federal, state, RELEVANT QUALIFICATIONS county, and city government agencies in the United States. He also • Project Management develops Statements of Work for clients and sub-contractors, and • Financial Management assists clients with project financial analysis. • Contracts Management • Information Systems Management Wright-Patt Credit Union-Mr. Cooper served as District Supervisor • Quality Assurance and as Research & Development Specialist for one of the top 100 • Customer Relations credit unions in the United States in asset size. As District Supervisor, • Consultative Skills he was responsible for strengthening customer relationships; training and develo in em to ees• and assessin and im rovin p• g p Y g p g policies RELEVANT PROJECTS relating to operations, physical security, and information security. As • Developed and implemented Twenty First Research & Development Specialist, Mr. Cooper analyzed marketplace Century's Universal Communications Systems competition and internal practices; designed, conducted, and analyzed product with Board of Governors of the customer surveys; and made recommendations to executive Federal Reserve System, Bureau of the Public management and board of directors on product and service offerings, Debt. and on deposit and loan rates offered to customers. He also managed the Customer Relationship Management project team, managed EDUCATION vendor and subcontractor relationships, assisted in ensuring state and • B.S., Finance, Business Administration; Miami federal regulatory compliance, and performed contract reviews. University; Oxford, OH. Yellow Springs Community Federal Credit Union-As Interim VP & Chief Operations Officer (000j, Mr. Cooper served as the focal point TRAINING for staff, customers, independent auditors, federal examiners, and the • Project Management board of directors. He managed all daily operations and short- and • Consultative Skills long-term planning, and reported directly to the board of directors and Quality Assurance federal examiners. He also performed monthly accounting ~ Certified by Credit Union National Association reconciliations. as Development Educator First Miami Federal Credit Union-As President & CEO, Mr. Cooper worked with federal examiners and outside auditors on examinations and reviews, and worked with other executive team members to obtain and maintain the highest federal rating the financial institution had achieved in its then 10 year history in all areas of analysis, including financial soundness and information security. He also created staffing models, recruited and developed staff, and oversaw the replacement of the credit union's accounting and data processing systems through all stages from inception to implementation. Miami Employees Federal Credit Union- As Project Manager, Mr. Cooper reported to the President & CEO, and managed Year 2000 compliance, regulatory compliance audits, and automated teller machine installations. He also worked with federal examiners and outside auditors to maintain the credit union's top federal rating. 41 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Jessica Ocheltree, Training Coordinator PROPOSED ROLE SUMMARY OF EXPERIENCE • Product Trainer for the Universal As Training Coordinator at Twenty First Century, Ms. Ocheltree Communications System: Trains client on conducts trainings and product demonstrations both on location and system functionality. via web conference to clients and employees. She developed and implemented an online learning system for all users. She is also RELEVANT QUALIFICATIONS responsible for designing and maintaining all training materials. Jessica • Customer Service performs regular product training sessions for all Twenty First • Extensive experience with Microsoft Century's employees. applications such as Excel, Word, and Access • Employee and Client Training experience School Specialty- Ms. Ocheltree was hired as the Functional Lead for Customer Service department. She was responsible for training new RELEVANT PROJECTS associates on policies and procedures. Her duties also included •-Development and implementation of Twenty updating all associates on system developments and methods to First Century Tutor, an interactive Learning increase productivity and sales. She was in charge of maintaining and Management System for Emergency distributing sales reports to all departments. Her responsibilities Notifications products. included developing and presenting PowerPoint presentations and Excel spreadsheet reports to administrative staff. She also served as EDUCATION assistant manager overseeing the customer service department. • B.A., Communications, Ohio State University Previously at School Specialty, Ms. Ocheltree was hired to perform order entry tasks consisting of entering and editing purchase orders submitted by schools for school supplies. She also contacted customers to clear up pricing discrepancies and product issues. After six weeks of employment, she was promoted to Customer Service Specialist. She assisted customers with all issues ranging from basic inquiries to complete problem management. Her duties also included extensive typing, filing and faxing. Ms. Ocheltree was promoted to Functional Lead position in August 2004. 42 i Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Elizabeth Drake, Client Manager PROPOSED ROLE SUMMARY OF EXPERIENCE • Product Client Manager for Emergency As a Client Manager for Emergency Notification products at Twenty Notification products. Manages client issues First Century, serves as the primary contact link between company ranging from contract questions to technical clients, programming and technical staff, and call centers for all aspects inquiries. of operation, responsible for documentation of client progress and system malfunctions, assist sales staff members in crafting new ideas RELEVANT QUALIFICATIONS to promote company products, create and edit manuals and/or other roduct su p pport literature for users, train clients on our web based • Customer Service telephone notification system, travel to client locations for onsite • Extensive experience with Microsoft product training and assistance. applications such as Excel, Word, and Access • Employee and Client Training experience Elizabeth Drake is the Client Manager for the City of Frankfort, Kentucky. On September 29, 2006 Frankfort's EMA used the system to EDUCATION notify a neighborhood of a missing child and his abductor, who had • B.A., English, Wittenberg University been spotted in their area. EMA personnel were all responding to the incident in the field, so they called Drake. She identified the area on the system map, recorded an outgoing message, and delivered it to over 3,400 residents. Within 20 minutes, citizens called 911 and reported the location of the suspect and child. The kidnapper was apprehended and the child safely recovered. Wittenberg University Career Center - Publicized events, wrote, designed, and edited educational mailings for students, assisted students with career exploration and resume development, worked with other university staff members to promote career opportunities for recent graduates, supervised recruiter information sessions. Sky Bank, Commercial Loan Support -Worked with a team to manage and complete loan files, created and maintained filing systems, handled and examined confidential documents, communicated with and assisted loan specialists via telephone and email, learned appropriate computer banking system. 43 i Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Attachment B - Trainini? Agenda 1. Purpose and Function of CRISCOM -Trainer provides background information on CRISCOM, demonstrates accessing the system from the web, and gives summary of the login page features. 2. Overview of Features -Once logged into the system, the trainer will discuss the available options displayed in the main menu, as well as how to access all other features. 3. Messages -Trainer will demonstrate how to create Messages by selecting Message method, type, template, and various other options. Trainer will also cover how to view, modify, and delete existing Messages. a. Create a Message b.Modify a Message 4. Contacts - If the client intends to use a Hosted Database (primarily for internal/employee notification), trainer will show users their existing list of Contacts, along with the database layout determined by the client. Trainer will go through the processes of adding, modifying, or deleting Contacts to/from the database, as well as putting Contacts into individual audiences. a. Creating, Modifying and Deleting Contacts b.Searching for Contacts c. Alternate Contacts d. Creating Contact Query e. Creating Contact Group 5. Mapping - If the client intends to use a Mapping Database (primarily for public safety notification), trainer will show users their available map areas determined by the client. Trainer will go through the process of selecting areas on a map for notification, as well as Querying for particular contact points and, if applicable, uploading a shapefile. Trainer will also cover how to view, modify, and delete existing maps. a. Create Map b.Modify Map 6. Campaigns -Trainer will show users how to tie together message(s) and audience(s) through a Campaign. A review of the various call options (Caller ID display, # of retry attempts); in addition to activation options (start time, stop time) will be provided. a. Create Campaign b.Activate Campaign L Go to step VII 1. OR c. Save Campaign I. Go to step VIII 7. Receive test call(s) 8. Check Campaign Progress a. Explain results b. Drill-down further information 9. Query Reports -Results from a test call launched by the Trainer will be displayed as an example of how the real-time reporting process will work. Trainer will also cover how report results become archived and how they can be queried. a. Create Report b. Run Report 10. Account Management -Extra features such as inbound call management (if applicable) and user access will be reviewed as the final step. Trainer will demonstrate how to create, modify, and delete users of the system, as well as how their password can be changed and sent. a. Manage Users b.lnbound Number Status 44 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 11. Scenarios - (1) TFCC Trainer will present aclient-specific scenario exercise and/or (2) Trainer will lead the group through a scenario exercise conceived by the client's team on-the-fly. 12. Q&A (Note that questions are welcome throughout the training) 45 I Page Twenty First Century Communications, Inc. Response to Request for Proposal Version 2901-0 Kerr County, Texas Response to RAP for ~~ Mass Notifi~a~ion Services Copy i n~:'rado inf'rado° Response to RFP for Mass Notification Services prepared for Kerr County, TX January 9, 2009 est Intrado Inc. is a Subsidiary . of West Corporation Copyright and Trademark Notice ©2009 Intrado Inc., -All rights reserved. Intrado, triangle beacon design, Intelligent Emergency Network®, Advanced 9-1-1T"", Protecting the Ones You Love", and the logo forms of the foregoing, are trademarks and/or service marks of Intrado Inc. in the United States, other countries, or both and may be registered therein. All trademarks used herein are the property of their respective owners. Corporate Ownership Intrado is a wholly owned subsidiary of West Corporation. Non-Disclosure The information contained in this document and provided to the Customer by Intrado is Corporate Confidential in its entirety. This restricts the disclosure of any information herein to a third-party and other terms and conditions under the terms of aNon-Disclosure Agreement between Intrado and the Customer, if applicable. Open Records Act Request Customer will immediately advise Intrado in writing of any Open Records Act type of requests as it may relate to this proposal or any information contained herein. Evaluation Purposes Only Intrado's evaluation herein is based on its 9-1-1 knowledge and expertise, but is dependent upon information provided to Intrado on behalf of the Customer. As such, the information contained herein is intended for Customer evaluation purposes only. Intrado Legal Notice Intrado Inc. provides the unregulated elements of the proposed service offering as set forth herein and in accordance with the final executed agreement between the parties. Intrado Communications Inc. provides the regulated elements of the service offering as set forth herein and in accordance with the applicable Intrado Communications Inc. Tariff, service offering, or other similar document governing the regulated elements in the subject state. MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX i n ~'ra d o CONTENTS 1. RESPONDENT EXPERIENCE AND PERSONNEL .............................................................................................................. 2 2. CUSTOMER REFERENCES ............................................................................................................................................... .. 5 3. CONTRACTOR AND SUBCONTRACTOR LISTING .......................................................................................................... .. 7 4. SCOPE OF WORK AND SYSTEM REQUIREMENTS ........................................................................................................ .. 8 5. IMPLEMENTATION SCHEDULE ........................................................................................................................................ 29 6. PRICING .............................................................................................................................................................................. 30 7. ADDITIONAL INFORMATION ............................................................................................................................................. 33 8. RESPONSE TO CONDITIONS ............................................................................................................................................ 34 APPENDIX A - INTRADO STANDARD TERMS AND CONDITIONS ........................................................................................... 35 2009 intrado lnc. Ail nghts reserved. 1 intrado Proprietary and Ccr.fidential in~'rado~~ ~~~' .F ~.°~ .< . .. ~. ~~; January 8, 2009 Jody Grinstead Commissioners' Court Coordinator Kerr County Courthouse 700 Main Street, Ste 122 Kerrville, TX 78028 RE: Request for Proposal for Mass Notification Services Dear Ms. Grinstead: Now in our 30th year, Intrado remains dedicated to supporting our many public safety customers throughout the great state of Texas with innovative hosted Next Generation solutions. Intrado Target Notification Service is one of these solutions. Intrado wishes to thank Kerr County for the opportunity to provide this proposal and to demonstrate our unique qualifications to deploy and manage such a critical service for the County. Intrado's hosted Target Notification Service will not only provide your Public Safety officials with the ability to alert populations of varied size, but it will also allow them to better respond and manage critical information during an emergency. Our Target Notification Service offers high levels of flexibility and availability that will meet the rigorous requirements of your public safety agency. We at Intrado look forward to working with Kerr County on this project and providing the best solution for your Mass Notification service needs. Please feel free to call me should you have any questions or concerns regarding this proposal or other services Intrado can offer. Sincerely, Ron Helterbrand t ~ ~,,~~~~~- ~-~- Account Executive Intrado Inc. 817-304-9826 Ron.Helterbrand(cr~,Intrado.com ar arP Colorado Office 1601 Dry Gr=ek Dr~,v?, ~engmont, CO ~OvO~'~ ohcne ~ ,,, d'?4 tiu~)0 fax r ia:: :~~.' waves. intrado.com MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX 1 rl f~ra d o 1. RESPONDENT EXPERIENCE AND PERSONNEL Intrado provides the core of the nation's 9-1-1 network and a wide range of services for both safety and mobility. As North America's leader in 9-1-1 infrastructure, systems, and services, Intrado has played a key role in defining, building, and maintaining the complex emergency communications infrastructure. In 2006, Intrado systems and services supported an estimated 240 million calls to 9-1-1. Intrado's customers include all major U.S. wireline, wireless, and VoIP carriers, large international operators and a growing number of public safety agencies and municipalities in the U.S. and abroad. Today Intrado provides 9-1-1 database management and 9-1-1 call routing services to the majority of U.S.-based telecommunications service providers including all major Incumbent Local Exchange Carriers (ILECs), Competitive Local Exchange Carriers (CLECs), Wireless Carriers, and Voice over IP (VoIP) Service Providers (VSPs). Intrado is involved in more than 90 percent of all 9-1-1 calls placed in the United States daily and actively participates in the creation of the nation's next generation 9-1-1 system. For 30 years, telecommunications providers, public safety organizations, and government agencies have turned to Intrado for their communications needs. Intrado's long history and extensive expertise in delivering 9-1-1, safety, and mobility solutions enables public safety professionals with innovative services to help protect their citizens. Intrado understands the challenges of today's public safety operations. Throughout its history, Intrado anticipated and significantly influenced changes in emergency communications policy. Intrado played a key role in defining, building, and maintaining the nation's emergency communications infrastructure. Today, Intrado is the only entity to provide services and technology to all constituents in the 9-1-1 system. This gives Intrado a unique perspective and understanding of the issues facing the existing 9-1-1 system, end-to-end, and provides us with valuable insight into its probable evolution. Intrado's extensive intellectual property in emergency communications management and fundamental 9-1-1 operations make Intrado the clear leader for this task. Intrado's experience includes: Multiple successful consulting engagements to assess and define public safety implementation plans Unparalleled knowledge of emergency notification, public safety environments, and emergency telecommunications • Assessment and deployment of emergency notification services in thousands of communities throughout the nation, including major urban centers such as Chicago, Denver, Minneapolis/St. Paul, the Greater Phoenix area, and areas surrounding Detroit • Proven experience in the design, deployment, and operations of systems requiring highly accurate data and high-volume network transactions • Relationships with all major U.S. carriers ~; Extensive intellectual property in the area of emergency communications management and fundamental 9-1-1 operations, including licenses for 16 U.S. and foreign patents for emergency communications innovation ~` Extensive knowledge of geo-targeted alerting and telephone number/address geocoding ~• processes 2003 Intrado Inr.. t~Il rights reservved. 2 Intrado Proprietary and Con`;dential ~+ MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I n ~~ra d O Proactive delivery of the next generation of 9-1-1 with Intrado® Advanced 9-1-1 T"" (A9-1-1 T^^) services provided through the Intelligent Emergency Network° which supports new communications technologies, devices, and content Intrado E9-1-1 solutions enhance the availability and accuracy of millions of complex records needed to effectively support E9-1-1 operations for wireline, wireless, and VoIP providers and Public Safety Answering Points (PSAPs). These services provide a wide range of applications, including 9-1-1 database management and call routing, support of Phase I and Phase II wireless E9-1-1 deployments, VoIP E9-1-1 deployments, and consulting and system integration. With headquarters in Longmont, Colorado and offices in Lisle, Illinois; Austin, Texas; and Montreal, Quebec, Intrado has over 1100 employees. Many of Intrado's employees are highly experienced in PSAP operations and come from the public safety or telecommunications industry. Intrado's ten years of experience in emergency notification and decades of experience in ALI management services, managed 9-1-1 routing services, public safety systems, operations and technology consulting in cities, states, and military agencies throughout the U.S. offers Kerr County a strong and well qualified team. Built on a belief in work worth doing, Intrado touches millions of lives every day and takes that responsibility very seriously. History and Overview Intrado began in 1979 under the name of SCC Communications. With backgrounds in law enforcement, co-founders George Heinrichs and Stephen Meer saw the potential for using technology more effectively to protect the public. This clarity of vision led them to start SCC Communications, now Intrado, and to redesign the telephone switches dedicated to 9-1-1 call delivery and the Computer-Aided Dispatch (CAD) systems used to dispatch emergency responders. SCC then began working with the Incumbent Local Exchange Carriers (ILECs) or "Baby Bells," ~` who managed the data associated with 9-1-1 (location, name, telephone number) to improve the accuracy of the 9-1-1 data, introducing the 9-1-1 industry's first hosted 9-1-1 database management service. This service-along with other 9-1-1 database management systems and the 9-1-1 solutions Intrado pioneered for wireless carriers and Internet telephony providers- ~' serves as the foundation of the United States' 9-1-1 network. In 1998, Intrado completed an initial public offering of its common stock and was publicly traded on the NASDAQ stock exchange under the market ticker TRDO until April of 2006, when it was acquired by West Corporation, a leading provider of outsourced communication solutions. Joining the West family has provided Intrado with expanded resources and the means to accelerate a number of key initiatives, strengthen its existing market position, and execute on new opportunities. Intrado continues to deploy successful public safety systems that revolutionize the public safety industry. In May of 2001, Intrado acquired Lucent Public Safety Systems (LPSS). LPSS was responsible ~' for significant contributions to public safety in this country, with origins going back to Bell Labs ~` and the original invention and deployment of the first 9-1-1 system. The combination of Intrado and LPSS helped to accelerate the introduction, standardization, and broad deployment of new technology as well as speed the development of new industry standards. In April of 2008, Intrado acquired HBF Group, an emergency communications company ~` headquartered in Austin, Texas. The transaction expanded Intrado's 9-1-1 footprint and 2009 Intrado !nr_. All r~yhts reserved. 3 lr~tradu ~roprieta,y anti Confi~i:'nfi:a w MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX inf'rado° provided increased opportunities to deliver advanced 9-1-1 services to the public safety community. In December 2008, West Corporation acquired IPC's Command Systems segment, Positron Public Safety Systems (PPSS), aleader infully-integrated, premise-based public safety solutions for more than 20 years. Together, the two companies will build upon their respective expertise in network and premise-based solutions to deliver fully-integrated 9-1-1 solutions for public safety. G` 2009 Intrado !nc. A!I rights reserved. 4 Intrado Propri?tary and Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX 2. CUSTOMER REFERENCES Company/organization: Contact person: Address: Phone: Fax #: E-mail address: Description of service provided: Company/organization: Contact person: Address: Phone: '' Fax #: E-mail address: Description of service provided: inf'rado Weld County 1 Tamy Swanson 1950 O Street ', Greeley, CO 80631 (970) 350-9600 (970) 350-9655 tamy.swanson@greeleypd.com Intrado Target Notification Services Lane Council of Governments (Lane County) '~ Galen Howard 99 E. Broadway, Suite 400 Eugene, OR 97401 (541) 682-4383 GHOWARD@Icog.org Intrado Target Notification and First Responder Services ', Company/organization: 'Fairbanks, AK Contact person: ' David Gibbs Address: ', Emergency Operations '~! 3175 Peger Rd { ~! Fairbanks, AK 99701 2~J~J9 Intrado Inc. All rights reserved. - 5 Intrado Proprietary and Con#idential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX 111 ~'ra d o Phone: ', (907) 459-1221 Fax #: E-mail address: ' dgibbs@co.fairbanks.ak.us Description of service !Intrado Target Notification Services provided: 2008 Intrado Inc. RII rights reserveg. 6 Intrado ?roprietary anr! Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX in~rado~ 3. CONTRACTOR AND SUBCONTRACTOR FISTING Although Intrado uses one or more third parties in its fulfillment of the services (e.g. phone carriers for the delivery of outbound calls), Intrado will be solely responsible for the performance of all proposed services. ~ J 2009 Intrado Inc. A31 rights reserved. 7 Mtrado Proprietary and Ccr~~fic~entiai ,~ MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX inf'rado 4. SCOPE OF WORK AND SYSTEM REQUIREMENTS Provide a robust, interactive, high speed notification system that can send notifications to pre- identified recipients as well as to geographically identified recipients using a GIS (Geographic Information System) interface. The system must be capable of being configured to send notifications to thousands of contacts including the staff and associates of KERR COUNTY as well as members of the public and emergency first responders. Using fhe Response Codes below please indicate if your system meets the system requirements listed in the table in this section. Response Code Definition 1 The requirement will be met by the core functionality of the system proposed. This functionality is already operational at other sites. Meet Requirement 2 Requirement will be met by software that is currently under development, in Beta test, or not yet released. Provide target release date. Under Development 3 Requirement will be met with minor modifications to existing software. All work will be performed by the vendor and pricing must be included. This work must be noted in the Minor project plan and schedule. Modification 4 Requirement will be met by major modifications to existing software or by new custom software development. All work will be performed by the vendor and any additional Major costs must be noted. Customization 5 Requirement can be provided through a third party solution partner. When responding with a 2 vendors must describe how the functionality will be achieved and whether any Third-Party set-up work will be done by the vendor or customer. 6 Requirement will be met by the use of proposed software tools such as a report writer, query language or spreadsheet. When responding with a 3, vendors must describe Other how the requirement should be met and whether the set-up work will be done by the Tools vendor or customer. 7 Vendor cannot meet requirement. Not Available ~ ~ 2(309 ira±rado inc. A!I rights reserved. 8 lrtradt~ Prr~prietary ar.d Ccr#i€le~~tia; MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I rl f~ra d o System Requirements: Req. Requirement Response Comments /Explanation No. Code 6.1 General Requirements 6.1.1 A solution designed specifically 1 Intrado Target Notification System for mass notification using the Requirements are as follows: SaaS (software as a service) model so that: High-speed Internet connection Microsoft Internet Explorer 6.x, 7.x or 1) No hardware is required Mozilla Firefox 2.x, 3.x beyond existing PC workstations with Microsoft Sun JavaVM Plugin: Version 1.5 or OS Windows 2000 and all higher (for mapping capabilities) later MS OS and with Microsoft Internet Explorer a 1 GHz processor or greater 6.0 or later. 512MB RAM or greater 1024x768 screen resolution 2) Set up is fast and easy As a hosted, off-premise solution, no hardware is required beyond existing PC 3) Upgrades and enhancements workstations. Intrado Program Management are provided seamlessly at no additional cost. will implement the system for Kerr County, following a fast and easy deployment process. Future upgrades and 4) A separate installation and enhancements are included with the system separate maintenance is not required for each customer. at no additional cost. If enhancements are offered with additional charges, they will be optional and Kerr County may exclude those features. Intrado will create a single database instance for Kerr County, to be shared by any authorized users and agencies designated by the County. Separate installation and maintenance will not be required. 6.1.2 Capability to initiate calls to at 1 Authorized Kerr County users may select an least 10,000 contacts at one time unlimited calling audience for any given and to deliver at least 50,000 30 second local or long-distance system activation; tens of thousands of voice messages per hour. recipients (or more) can be selected for notification at one time. The Intrado Target Notification platform can contact up to 5,000 telephones (TNs) per minute at maximum speed, based on port availability. Over 100,000 calls per hour are ossible with nos stem throttlin fora 30 ~~ 2009 Intrado Inc. AI! rights reserved. 9 Intrado Proprietary and Confidenfiial ~+ MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I Cl f~ra d 0' Req. Requirement Response Comments /Explanation No. Code second local or long distance message. 6.1.3 Scalability to accommodate 1 Intrado Target Notification allows Kerr additional contacts on-demand County to build an unlimited number of contacts in the hosted database. These contacts can be added to an unlimited number of call lists or queries. 6.1.4 Security to prevent inappropriate 1 User ID and password are required to use and to maintain privacy of access Intrado Target Notification. An contacts including login/password authentication automated password tool assigns random, and access through https secure mixed-character passwords to authorized communications users. A toll free number used to administer and record messages is also ID- and password-protected with randomly generated passwords associated with each program. Client data security is a primary focus of Intrado. Intrado not only designs the system with a series of security checks but also employs SSL 128-bit encryption throughout the system, and the transmission of user logons is encrypted over HTTPS port 443. Intrado Target Notification activity is continuously monitored to quickly identify attempts to access any part of its secure systems. All IP addresses and system navigation are monitored and logged. The Intrado Target Notification network sits behind aCisco-based firewall and is inaccessible to unauthorized users. The application and database have a non- - routable IP address and the system is monitored 24x7x365. 6.1.5 Ability to initiate and deliver 1 Intrado Target Notification is available notifications 24x7x365 with at 24x7x365. Performance reliability is least 99.9% availability maintained by a proprietary system of monitoring, testing, benchmarks, and alarms. Multiple redundant servers assure that the system is not taken down for maintenance, upgrades, or testing. 6.1.6 Ability for the notification to be 1 Intrado Target Notification typically delivers delivered to the first intended messages to recipient devices (phone, fax, contact device within two minutes of the request to do so. email, text/ a e, SMS within two to five p g minutes of activation re uest. Variables G 2009 lnvrado 1n4. A!1 rights reserved. 10 Intrado Proprietary and Confidential ,v MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX i n f'ra d o Req. Requirement Response Comments I Explanation Code No. external to the Intrado Target Notification system may impact this timeframe, including network availability (for phones, text messaging, SMS). 6.1.7 Ability to provide login audit 4 Intrado Target Notification provides login tracking. status of existing users via the online interface; for login history over time (login audit tracking) development will be required. Intrado can work with Kerr County to define business requirements and provide a Level of Effort (LOE) with pricing estimates and approximate project duration to implement this enhancement. 6.1.8 The application can be 1 The typical deployment schedule for Intrado configured and ready for testing Target Notification is 30 to 45 days. Please within 60 days after the purchase note that there are customer dependencies order has been received. to meet this deadline, such as timely receipt of data and scheduling of training sessions. 6.2 Sending Notifications 6.2.1 Ability to send notifications to 1 Kerr County may send notifications to any any pre-identified recipients pre-identified recipients (including (such as employees, vendors, and first responders) and to employees, vendors, first responders, etc.) geographically- identified within the Intrado Notification contact recipients through a standard GIS database as well as recipients (Geographic Information System) geographically identified via the system's interface GIS interface. 6.2.2 Ability to set up user-defined 1 Intrado Target Notification includes a fields in the profiles of message comprehensive hosted database that allows recipients. Ability to select message recipients based on the users to store internal contacts that can be user-defined fields (e.g., to send saved in groups or call lists. Call list features the message to people in a include selecting alternate contacts (if particular location or with a delivery to the initial recipient is particular skill or based on other unsuccessful), call rolling, interactive user-defined criteria). message delivery with menu options, ability to create call lists and contact queries, a user-managed contact database, and call redirect capability. Internal contacts may contain any of the following fields: First Name ~~ 2009 Intrado 1~~c. All rights reserved. ~ ~ intrado Proprietary and ~.onfiidentiai MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I t1 f~Ca d o Req. No. Requirement Response Code Comments I Explanation a Last Name • Address • City • State Zip Department Area Home1 Home2 Home3 Cell1 Cell2 Cella • Office1 • Office2 Office3 Pager1 • Pager2 Pager3 Fax1 • Email1 Email2 Email3 • Data1 • Data2 The contact query functionality allows users to select message recipients based on the fields in each contact profile. Functionality includes the ability to send the message to people in a particular location, or, with a particular user defined criteria. 6.2.3 The ability to send "polling" 1 Intrado Target Notification has survey broadcasts to pre-defined capability that allows Kerr County to create a recipients, where a recipient is survey with five questions. Intrado Target asked to res and to a uestion o r J 24n9 intrado Inc. All rights reser•/ed. '12 Intrado Proprietary and Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I h f~PB C10 Req. Requirement Response Comments I Explanation Code No. series of questions. Notification also allows Kerr County to create interactive menu messages that contain multi-tiered outlines of questions and responses. 6.2.4 Ability to send geographic polling 1 Intrado Target Notification allows Kerr notifications. County to send survey (polling) or menu- based messages to selected call lists or to recipients within a geographic boundary. 6.2.5 As part of the notification 1 Intrado Target Notification includes solution, provide the ability for functionality that allows citizens to citizens to self register additional "subscribe" with specific contact information contact information such as a mobile number or a-mail address. via an Intrado-hosted website to which Kerr Preferably this should be County may link. This opt-in service allows accomplished through a link on residents to register cell and VoIP phones the Kerr County website. online and associate those numbers with a geographic address. Email address is required for citizen registration, to facilitate communication between Kerr County and opt-in registrants. 6.2.6 Ability to notify pre-identified 4 Intrado Target Notification offers multimedia recipients via: delivery, including telephone, text message, 1. Phone (land-line, mobile, pager, email, Blackberry/SMS/PDA, and fax. satellite) At this time Intrado cannot deliver to satellite 2. Blackberry phones. 3. PDA 4. Text message Kerr County may save up to 16 unique 5. Instant message telephone numbers/addresses per contact. 6. a-mail 7. fax Reporting is available after the conclusion of 8. 1-way and 2-way SMS a notification event and includes what devices were successfully reached, as well Plus the ability to receive as unsuccessful message delivery attempts. confirmations from the contacted device. Ability to provide for at Regarding delivery via instant message, least 8 different contact Intrado can work with Kerr County to define numbers/addresses and to business requirements and provide a Level receive confirmation of receipt of of Effort (LOE) with pricing estimates and the message. approximate project duration to implement Please note any exceptions to the this enhancement. above. 6.2.7 Ability to sequence the contact 1 Users may initiate multiple system paths. Ability to provide two activations for emergency or non-emergency different sequences depending purposes. These activations may be sent on whether it is an emergency notification or anon-emergency simultaneously, concurrently, or back to back notification. 20fl9 I+~#rado l~~c. All rights raserved. 13 !n#rado Proprietary and Con#ideniia3 MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I I1f~C8d0 Req. Requirement Response Comments I Explanation Code No. as needed. 6.2.8 Ability to send notifications to 1 Intrado Target Notification allows users to pre-defined groups of people send messages to pre-defined groups or call where each individual within the lists. Each individual recipient is maintained group has their own contact information and can confirm with a separate profile with their contact receipt of the message. information. Reporting provided after each system activation will confirm the successful or unsuccessful message delivery attempt to the recipient(s) of any given notification event. 6.2.9 Ability to send to selected groups 1 Users may activate the system and send the and selected individuals with a same (or different) messages to individuals single message or groups (both predetermined groups and those created "on the fly"). 6.2.10 Ability to create, send, and 1 The Intrado Target Notification fully hosted, manage notifications from any Internet-based application is available to any computer, using a browser, at user with a PC and Internet connection. any time Users may access the secure Target Notification website to create messages, send out notifications, and perform various tasks such as administration of users, call group or query maintenance, and mapping or preplan creation. If an authorized user cannot access the system for any reason (for example, due to power outage, PC failure, or because the user is remote/in the field) the user may call the Intrado 24x7x365 Emergency Call Relay Center (ECRC) toll-free number. The ECRC can activate the system on the user's behalf or assist with troubleshooting of technical issues and answer questions. Users may also activate saved campaigns and check campaign reports from Internet- capable mobile devices. 6.2.11 Ability to call a live operator 1 Intrado provides 24x7x365 support through 24x7x365 to create and send our Emergency Call Relay Center (ECRC). notifications The ECRC staff is fully trained on the target notification system; each staff member has had at least two ears of ex erience in ublic t~ 2009 Intrado lnc. All rir~hts resezved, 14 Intra~la Proprietary anti Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I h ~'ra d o Req. Requirement Response Comments I Explanation Code No. safety, including dispatch and/or call taking responsibilities. Unlimited technical support is provided at no additional cost to Kerr County. (Cost is included in the monthly recurring charge. Please see Section 6 - Pricing for more details.) 6.2.12 Ability to enter a message in text 1 Users may choose to record notification and to have it translated to messages with their own voice or type the speech (i.e., text-to-speech content of the message into the Target function) Notification text-to-speech engine included in the online application. 6.2.13 Send notifications using text to 1 Intrado Target Notification provides correct speech in Spanish, French or pronunciation of text-to-speech messages in English. English, Spanish, and French. Kerr County may enter in translated content via the website for rapid and efficient message delivery. Users may also quickly send a test message to the phone of their choice to preview before delivering to the general public. 6.2.14 The application shall be able to 1 On a per activation basis the user can perform as many redial attempts choose how many times they would like to as requested by the user and can retry the phone number and the amount of vary by notification. time between those retries. 6.2.15 Capability to confirm receipt of 1 Intrado Target Notification gives user the messages and to request that the capability to send notification messages with message be repeated. message authentication and/or confirmation functionality. Intrado Target Notification automatically plays the message a second time to ensure message delivery to the call recipient. System functionality also allows a recipient to select the star button (*) on their touch tone phone to repeat the message. 6.2.16 Ability to save pre-recorded voice 1 Intrado Target Notification allows Kerr and text messages for later use County to create and save all types of notification messages for future use. Kerr County can listen to voice message files previously saved in the Intrado Target Notification system. 6.2.17 Ability to re-send a notification to 1 Users may resend the original message or onl those who did not res and 2009 Intrado lnc, Ai! rights reserved. 15 I~tradc Pro~rietaty and Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I Cl f'ra d o Req. Requirement Response Comments I Explanation Code No. to the original notification. create a new, follow-up notification message or messages to recipients who were attempted but did not respond to or receive the original notification. Methods to accomplish this will be discussed during product training, which is part of the deployment process and included in system setup at no additional charge. 6.2.18 Ability to record a message 1 Intrado Target Notification allows users to which employees can then record notification messages which access by calling atoll-free employees can then access by calling atoll- number. free number. 6.2.19 Ability to automatically request 1 The existing Target Notification functionality that at least 90 employees join a allows an unlimited number of call recipients conference call when they to receive a message and press pound (#) to receive a notification and press a key on their telephone. be transferred to a number predetermined by the initiating agency. This number may be a conference bridge if desired. 6.2.20 Ability to send notifications at the 1 Users may create notifications (activate the same time to the same or system) and simultaneously or concurrently different recipients. send different messages to the same or different individuals or groups (both predetermined groups and those created "on the fly"). 6.2.21 Ability to set up recurring 4 Intrado Target Notifications customers have notifications. the ability to immediately activate or schedule future notification launches. At this time, automated launch recurrence is not available, but Kerr County can resend a prebuilt system activation as many times as needed (manually). Intrado can work with Kerr County to define business requirements and provide a Level of Effort (LOE) with pricing estimates and approximate project duration to implement this enhancement. 6.2.22 Ability to override call-blocking. 1 Intrado Target Notification can deliver notification messages regardless of the presence of telephone zappers within a resident's home. A caller ID number and name are rovided, which facilitates C~ 2009 Intrado Inc. All nigh#s reserved. 16 Intrado PraNrietary and ~'oniidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX 1 rl f'ra d o Req. Requirement Response Comments I Explanation No. Code successful message delivery to homes with call blocking and most telephone zapper technologies. 6.2.23 Ability to notify those with 1 Intrado Target Notification is the only hosted special needs through TTY. mass notification system on the market that is enabled with TTY recognition and messaging. Intrado Target Notification provides delivery to the hearing impaired through TDD/TTY devices without pre- registration. These numbers do not need to be identified ahead of time as with other systems because Intrado Target Notification detects that aTDD/TTY device has been reached and delivers the message appropriately. TDD devices can be reached when conducting a field event launch. The person calling the Intrado 24x7x365 toll-free Emergency Call Relay Center (ECRC) number can dictate to the operator the text to be delivered to TDD devices. The operator will enter this text and deliver the message to TDD devices. 6.2.24 Ability to record messages that 1 Intrado Target Notification offers Kerr County can then be accessed via toll- the ability to set up an inbound notification free call-in. line. This provides Kerr County with the ability to record a notification message that can then be accessed via atoll-free number. Kerr County users can easily change the message online if content updates are required. 6.2.25 Ability to escalate messages 1 Intrado Target Notification provides the when the intended recipient has ability to escalate to alternate contacts when not confirmed receipt of a message (with at least three initial message delivery attempts are levels of person-to-person) unsuccessful. Messages may be escalated to up to five predetermined alternate contacts in the hosted Target Notification database. 6.2.26 Ability to set up "quota 4 Intrado can work with Kerr County to define notifications" that end after apre- business requirements and provide a Level determined number of confirmations are received and of Effort LOE with ricin estimates and ( ) p g then contacts those who confirm a roximate pro'ect duration to implement <2009 Intrado Inc. All rights reserved. '17 Intrado Proprietary ante Confiiaertial ar MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX in~'rado Req. Requirement Response Comments /Explanation No. Code after the quota is reached to this enhancement. inform them that they are no longer needed. 6.2.27 Ability to customize the 1 Intrado Target Notification allows Kerr telephone number display (caller County to customize the caller ID number for ID) for voice messages and the email addresses for text phone messages as well as the sender's messages address used when delivering email and text messages. 6.2.28 Ability to customize the greeting 1 Intrado Target Noficiation users may that precedes a message create/edit/delete messages for notifications delivered by voice. as needed. Messages may be generated by typing the content into the system's text-to- speech engine, which subsequently converts to an audio file, or, the user may call atoll- free number to record the message in his or her own voice. Messages may be fully customized per each unique system activation or stored for reuse in future system activations, as needed. 6.2.29 Can provide a library of message 1 Pre-drawn maps/mapping boundaries are maps to incorporate into stored indefinitely in the Intrado Target notifications. Please list available message libraries and number of Notification database and are accessible available maps for each: (e.g. (editable) via the online interface. Kerr Pandemics, earthquakes, County may create an unlimited number of Hurricanes, etc.) maps for any emergency scenario. If Kerr County has existing maps in a separate interface that is ESRI compliant, authorized users may upload those maps to the Intrado Target Notification system. 6.3 Selecting Geographic Areas 6.3.1 Ability to search fora 1 The Intrado Target Notification online geographic location using the mapping tool allows Kerr County to query following criteria: addresses within their notification database to automatically find that address on the 1. Address map. In addition, the mapping interface 2. Street Name allows searches for house number, street prefix, street name, and street suffix. Search 3. Streets/Cross Streets criteria are not case sensitive. System 4. Community /City displays the message "No results were Search criteria is not case found" if there are no records matching the sensitive. An indicator shows search criteria. when a search is in progress and com leted. If not records s ~~ 2U'~J9 Intrado Inc. A!1 rights reserved. 18 Intrado Pro~.riatary and Confidential ~. ~r MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I h f~CB C10 Req. Requirement Response Comments /Explanation No. Code match, a "no match found" message is displayed. 6.3.2 When the search is complete, the 1 When a search is completed, the results are result is highlighted on the map. highlighted on the Target Notification map of Kerr County's jurisdiction. For example, if a street is queried, the entire street is highlighted. This highlighting remains even if the user scrolls or zooms in and out. 6.3.3 Search capabilities using 7 Soundex. Intrado Target Notification is not compliant with this requirement. Existing search capabilities within the Target Notification mapping functionality allow users to quickly pinpoint addresses or locate streets within their jurisdiction. 6.3.4 If more than one record matches 1 If more than one record matches the search the search, the records are criteria, the system provides options for sorted and provide options for determining the correct record. determining the correct record. Options are displayed via the Target Notification mapping interface, allowing a user to quickly determine the appropriate record(s) from the overall list. When the correct record is selected, it is highlighted in red on the map. 6.3.5 Ability to send notifications to a 1 Upon request from Kerr County, Intrado can selected geographic area by zip upload zip code boundaries (as well as any code. other geographic boundaries the County wishes to provide). Authorized users may subsequently send notifications to the selected geographic area by using a drop down menu of available zip codes or other designations. s.3.s Ability to identify a geographic 1 The Intrado Target Notification online area defined by an address and a mapping tool allows Kerr County to query radius around that address. addresses and locate a specific area within the Kerr County jurisdiction. The user may subsequently draw a circle of the desired radius using that location as a centerpoint. 6.3.7 Ability to select a street segment 1 Authorized users may query the Target by selecting a street name and Notification mapping database multiple times two cross-street names. to locate desired streets, includin those that ~~ 2009 Intrado inc. Ali rights reserved. 19 Intrado Proprietary and Cor3fidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I n f'ra d o Req. Requirement Response Comments /Explanation No. Code intersect. Using visual query results data, the user can subsequently pinpoint an area and create boundaries for emergency notifications. 6.3.8 Ability to use an interactive map 1 Intrado Target Notification provides an through a standard GIS format to interactive map through a standard GIS select a geographic area using polygons/drawing tools. format, allowing users to select a geographic Interactive map functions should area using polygons, circles, squares, include zoom in/out using zoom ellipses, and concentric circles. The buttons and using pre-defined interactive map includes the ability to zoom zoom levels (e.g., street, city, state, country), movement north, in and out by drawing a shape around the south, east and west. desired zoom area. The map also allows users to pan the map in any direction, using a pan tool. 6.3.9 The ability to add organization- 1 Intrado Target Notification will facilitate the specific custom layers to maps load of any desired layers into the mapping in order to target communications more precisely interface to target communications more and effectively plus the ability to precisely and effectively. Intrado also view/hide pre-defined map provides the ability to turn on/off map layers layers. Kerr County should add in the mapping interface. specific examples of pertinent layers . For example, location of power stations, utility poles, fire hydrants, police stations, fire stations, government offices, schools, etc.) 6.3.10 Ability to import pre-existing 1 Intrado has the ability to import pre-existing shape files polygons (e.g. shape file polygons using ESRI ArcView 3.x neighborhood boundaries) from other applications to quickly and/or ESRI ArcMap version 9.2. select a geographic area. Please describe the way in which the requirement will be met. 6.3.11 Ability to use existing ESRI GIS 1 Intrado has this ability using the current ESRI data and the latest ESRI IMS and versions of ESRI IMS and SDE 9.2 for SDE versions (currently 9.2) existing GIS data. 6.3.12 Ability to save selected 1 Intrado Target Notification allows users to geographic "activation" areas build pre-defined shapes or geographic and scenarios. areas and save them into the system. This can be accomplished by uploading shapefiles from GIS software from the website or by drawing shapes with the tools provided on the online mapping interface. Call lists, or lists of telephone numbers, can also be built and stored in the s stem for ~~ 2009 Intrado lnc. All rights reserved. 2~ Intrado Proprietary and Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX 1 h frra d o Req. Requirement Response Comments I Explanation Code No. future activations. 6.3.14 Ability to directly acquire and 1 With Kerr County's permission, Intrado provide citizen contact Target Notification will use the E9-1-1 data information for the required that Intrado maintains thanks to Intrado's areas with authorization from the Kerr county. existing partnership with Kerr County, TX. Kerr County may request daily updates to the Intrado Target Notification database, or if desired, data refreshes can be scheduled for other intervals (monthly, quarterly, yearly). These updates add, change, or delete records from the database. 6.4 Reporting 6.4.1 Ability to view notification results 1 Notification results can be viewed in real- data in real-time while a time using Intrado's online Target Notification notification is in progress and status report screen. Final results can be after it is completed. viewed using Intrado's reporting tool. 6.4.2 Notification/broadcast results 1 Intrado can provide all of the results in this reports contain the following requirement. The Target Notification information: application provides high level summary data a. Name of the broadcast as well as detailed data in the Reports b. Date and time of the section of the online interface. broadcast c. Name of the person who initiated the broadcast d. Number of redial attempts requested by initiator e. Summary statistics including total contacts, total confirming receipt/not confirming receipt, confirming/not confirming receipt. If a polling broadcast, a total for each response. f. Detailed calling information including call-result of each ATTEMPT within the broadcast including the addresses and associated 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 2009 Intrado Inc. Ali rights reserved. 2'I Intrada Proprietary and Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I tl f~Ca d o Req. Requirement Response Comments I Explanation Code No. 6.4.3 Ability to view broadcast results 1 Users can access reporting and view by either confirmed or non- broadcast results via the Intrado Target confirmed responses or both. Notification online interface. Results may be reviewed by confirmed or non-confirmed responses or both. 6.4.4 Ability to capture and view 1 Via the Intrado Target Notification online "polled" responses whether they interface, users can access reporting and are selected responses (e.g., press 1 for yes; press 2 for no) or view call recipient responses to polling an informational response to a questions, including answers to basic polling question (e.g., a phone questions (press 1 for yes) or informational number, a date, or a quantity). responses (enter your phone number or other numeric quantity). 6.4.5 Ability to produce ad-hoc reports 1 Users can create customized or ad-hoc using all application data. reports using all application data. 6.4.6 Ability to track and report on 1 Users can track and report using fields user-defined fields for pre- associated with predefined users. defined users (such as division or building location 6.4.7 Ability to export all report data in 4 Intrado complies partially to this requirement. CSV, HTML, or P~F format. Users may export all report data into .csv format. The user may subsequently convert the file to other formats. If additional formats are required, Intrado can work with Kerr County to define business requirements and provide a Level of Effort (LOE) with pricing estimates and approximate project duration to implement this enhancement. 6.5 Contact Information Import Capabilities 6.5.1 Ability to import employee 1 Upon request from Kerr County, Intrado can contact information from an upload employee contact information from existing database (e.g., PeopleSoft/Oracle HR) existing databases to the Target Notification system. Intrado will provide a data template for Kerr County to populate or Kerr County may send the data to Intrado and, as part of professional services, Intrado can format the PeopleSoft/Oracle HR/etc., data and upload to the Target Notification database. 6.5.2 Ability to upload other contact 1 Intrado can load Kerr County data in .csv data in .csv format. Ability to format. Fields such as rou or escalation •~~ 2009 Intrado inr. AfI rights reserved. 22 Intrado Proprietary and Confidetttial MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I h f~CB CI O Req. Requirement Response Comments I Explanation Code No. upload group and escalation information can be included in the same information in the same upload upload process. process. 6.5.3 Ability to update multiple records 1 Users can export the existing contact with data export and import information from the Target Notification capabilities. database to facilitate multiple record updates or bulk additions/deletions of data. Intrado can subsequently import the updated contact information for Kerr County. 6.6 Customer Service & User Documentation 6.6.1 On-line documentation is 1 An online user guide is provided and is provided and is understandable understandable by non-technical users. An bynon-technical users. online tutor is available via the Target Notification website, which guides users through key functionality including system activation, mapping functionality, and contact database maintenance. 6.6.2 Available customer service 1 Customer service via the ECRC is available 24x7x365 for emergency service for emergency and non-emergency calls calls and at least 10 hours a day for non-emergency service calls. 24x7x365. Intrado's ECRC is equipped to answer technical questions and provide support, or will escalate to advanced technical resources on-call as needed. The ECRC can also launch notifications on Kerr County's behalf. 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. Intrado Response: System Requirements • High-speed Internet connection ^ Microsoft Internet Explorer 6.x, 7.x, or Mozilla Firefox 2.x, 3.x • Sun JavaVM Plugin: Version 1.5 or higher (for mapping capabilities) 1 G Hz processor or greater ~~~ 2rJ09 ir2trado Inc. R!1 rir~hts reserved. 23 Intrado ?reprietary grid Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX 111 f~Ca d o • 512MB RAM or greater ^ 1024x768 screen resolution Kerr County can also call the Intrado Emergency Call Relay Center (ECRC) to launch notifications. Users can activate existing messages and check campaign reports from Internet- capable mobile devices. This information is also provided online under the "System Requirements" page on the Target Notification website. B. Training: Describe how the Respondent proposes to furnish initial and follow-up training to Kerr County. Intrado Response: Intrado provides initial training for system administrators and operators at no cost. This comprehensive training on all aspects of Intrado Target Notification is offered via webcast (including telephone bridge for audio). Each session is "train-the-trainer", designed to equip attendees to train others at their agencies who are unable to attend the Intrado-hosted webcast. As a follow up to the initial training Intrado also provides: • Online user guide with step-by-step activation instructions. • Training website where users can use the same functionality as the live site without actually delivering calls. Online tutor that walks users through use of the product, using video instruction and quizzes to test product understanding. Intrado can provide a soft copy of the Intrado Target Notification User Guide in Microsoft Word on a virus-free CD upon request. C. Usability: Has your system undergone a usability test? Please provide most recent usability test report. Intrado Response: Intrado performed informal usability tests with customers and human factors engineers during the course of development. Although no formal test reports were produced, the feedback from these tests, as well as input from other public safety entities was incorporated into a major upgrade in August 2008. The website was built for ease of use and follows a simple step-by- step process to send out notifications. Intrado also will continually work to improve the website based upon internal and customer feedback. D. System Reliability: a) What is your system availability for initiating and sending voice and text notifications? Intrado Response: Intrado Target Notification is a true public safety/emergency messaging system, with built in technological and geographical redundancies to maintain availability 24x7x365. Performance tom' 2009 9ntrada Inc. A1! rights reserved. 24 Intrado Proprietary ar~d Con`idential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX in~'rado~ reliability is maintained by a proprietary system of monitoring, testing, benchmarks, and alarms. The system is designed so maintenance, upgrades, or testing activities will not impact availability or result in system down time. b) Does your company offer a Service Level Agreement for performance? If yes, please include. Intrado Response: Service Level Agreements will be negotiated with Kerr County during the contract process if Intrado is the chosen provider. c) Does your company have multiple geo-dispersed dafa centers? Please describe. Intrado Response: Intrado Target Notification is a true public safety/emergency messaging system, with built in technological and geographical redundancies to maintain availability 24x7x365. Multiple redundant servers support a system that is not taken down for maintenance, upgrades, or testing. The servers are geographically dispersed in different states. 1. System configuration (e.g., primary/backup, active-active, standby). What is the process for failover? Intrado Response: Performance reliability is maintained by a proprietary system of monitoring, testing, benchmarks, and alarms. If a system failure occurs, the disaster recovery schemes allow rapid failover to backup servers and equipment, to prevent interruption of system availability. 11. If your system uses a failover configuration or standby, is there any network or telephone capacity loss and what is it? Intrado Response: The Intrado Target Notification system uses a failover configuration (standby or backup equipment), to prevent network or telephone capacity loss. Ill. If the system fails over, what steps are required on the customer side to continue operations? Intrado Response: There are no steps required on the customer side to continue operations if the system fails over on Intrado's side. A failure of this kind will not be noticeable to Kerr County. J 2Q09 Intrado Inc. Ail rights reseraed. 25 Intrado Proprietary and Con#identiai MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I h f~ra d o IV. Are all system components in multiple data centers? Please describe the level of redundancy, including: 1. Application database 2. Application servers 3. Web servers 4. Telephony servers Intrado Response: Performance reliability is maintained by a proprietary system of monitoring, testing, benchmarks, and alarms. Intrado Target Notification includes technological and geographical redundancies to maintain system availability 24x7x365. d) Are your data centers co-located at the telecommunications point of presence? Intrado Response: No, Intrado's data centers are not co-located at the telecommunications point of presence. E. System Security: a) Please describe the following types of security provided for your systemisolution. i. Physical: System co-location facilities must be housed in a SAS 70 Type 11 certified facility. Please disclose whether or not your facilities 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.)? Describe your database security. Intrado Response: Physical: All Target Notification data processing facilities have intrusion detection systems that are monitored by Intrado security personnel. Secure card reader access to all data centers is granted only to the essential personnel. Access logs are regularly reviewed for any anomalies. All entrances, internal passageways, and employee parking areas are monitored by video surveillance cameras. Highly trained technical personnel are on duty at the Network Operations Center 24/7/365; they constantly monitor security conditions. All sites have multiple fiber optic data pipes and on-site UPS power protectors. All sites have auxiliary air conditioning systems and computer systems. All sites are fire and flood proof. Network: A user ID and password are required to access any of the Target Notification systems. The client's system administrator maintains sole access to the root accounts and controls access to the production system. Random passwords are electronically generated and accessible only to .^. 2009 Intrado Inc. All rights reserved. 26 Intrado Proprie#ar~j• anti Con#idential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I n f'ra d o the authorized user via their pre-identified email address. The toll free number that is used to administer and record messages is also ID and password protected with randomly generated passwords associated with each program. Transmission: The Target Notification network resides behind a firewall and is inaccessible to unauthorized users. The application and database has anon-routable IP address. It is monitored 24/7/365 and remote access logs are reviewed regularly for anomalies or abuse. Any access to the platform from the Internet is encrypted using SSL; the SSL access logs are reviewed regularly as well. Database: Data storage and backup procedures ensure that hosted data is always available. • Target Notification runs a 3-way multi-master Oracle Replication using Oracle streams. One database is at a remote DR (Disaster Recovery) site. Intrado has three identical databases running constantly for redundancy and load balance. • Target Notification uses an Oracle Backup Utility to back up our databases daily and once a week the backup is shipped to offsite storage. The backups are recycled after 35 days. • The database at the DR site is a live database and fully functional. It can handle all the database activities just as the onsite databases. b) Has your staff undergone Personnel Security Training? If so, describe the training. Intrado Response: The Security team members have had a long and varied history of UNIX administration where security issues have been present. One team member's role contains the Security+ certification (Department of Defense directive 8570-compliant). c) Has your system/solution undergone a security audit and/or test. If so, please provide most recent security audit/test report. Intrado Response: The Target Notification security administrator audits all networking and computing systems for compliance with stated procedures continuously as part of on-going system administration; any incidents are presented to the Security Team and addressed immediately. In addition, Target Notification has scheduled independent, external audits in 2009. If chosen, Intrado will provide summary reports of these audits to Kerr County. d) Have your employees had security clearance checks and investigations? Please describe security clearance checks and investigations your employees have completed. '>> 2Qflg Intrado lnc. Ail rights reserved. 27 Intrado Proprietary and Con#identiai MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I n f~ra d o Intrado Response: Employees responsible for Target Notification have undergone Intrado's thorough security clearance checks and/or thorough background checks including credit and reference checks in addition to extensive drug testing. 2049 Intrado Inc. All rights reserved. 2H Intrado Proprietary and Cori#sdential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX Predecessors Duration Resource 5. -MPLEMENTAT-ON SCHEDULE Task Name Initiation 1 Project Plan and Schedule Development Orientaflan Briefing (explanation of project plan, initiative, tasks, goals, scope, deliverables, 2 estimated schedule) Confirmation and Approval of Project Plan and 3 Schedule 4 Iritratian Complete Data Load Provide Subscriber Source Data or MSAG ID for 6 extract to Intrado 6 Verify MSAG ID 7 Verify Customer Service Area 8 Load TN file 9 Develop initial Street Centerline File 10 Develop translations 11 Provide Customer GIS information to Intrado Submit GIS corrections to 3rd party mapping 12 partner 13 Fnitial Data Preparat~an Complete Customer Deployment Overview and Training ~ Intrado 1 Intrado,Customer 2, 3 1,3 6 6 7 0 11 12 1 Customer 7 Iota! Duration Customer, Data 1 Provider 2 Intrado 1 Customer 6 Intrado 6 Intrado 5 Intrado 1 Customer in~rado~ 2 Intrado 24 Iota! Duration Conduct conference call(s) to discuss deployment 14 steps and system use methods and procedures 4 Identify match rate (interns) and take action if 16 necessary (too low) 14 16 Provide Customer Serrice Area map(s) 4 17 Submit Customer profile information to Intrado 4 18 Create users on ~vebsite 4 19 Develop and build Customer profile 17 26 Confirm Customer profile information 19 Coordinate internal teams to submit Customer 21 profile to database 18 22 Customer Profile 8~rrld~ng Complete.. 19,21 23 . _ __ Develop training _ .14,22.. 24 Conduct End User training via v,~ebcast 26 Trarrring Complete Customer "Live" Total Duration of Deployment Process 1 Intrado, Customer 1 Intrado 1 Intrado 1 Customer 1 Customer 1 Intrado 1 Customer 1 Intrado S Iota! Duration 2 Intrado 21,23 1 Intrado, Customer 24 3 Iota! Duration 13,26 3~ Intrado, Customer Iota! Duration 35 days © 2009 Intrado inc. All rights reserved. 29 Intrado Proprietary and Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX 111 f~Ca tI O 6. PRICING Term 1, 3 or 5 years Exclusivity In consideration for the pricing stated below, Kerr County agrees that Intrado will have exclusive right to provide to Kerr County services similar or identical to the Services described herein. Pricing The standard price of Target Notification is made up of five components. • A One-Time Fee ("OTF") paid upon mutually agreed Effective Date. ^ A Monthly Recurrina Fee ("MRF") • The MRF is invoiced on a monthly, per-TN record basis. A TN record is defined as the name, service address, and telephone address of each Telephone Subscriber listed in (a) the Target Notification geocoded database; or (b) the Hosted Data database. ^ MRFs are billed monthly, starting thirty (30) calendar days after the Kerr County data extract is loaded and Geocoded and the first Error Report is delivered to Kerr County. A Per Connected Call Fee ("PCCF"). • The PCCF is the fee associated with each thirty (30)-second, or less, outbound and/or inbound Target Notification System Activation(s). A Messaae Charge. ^ The message charge is the fee associated with notifications sent via other media devices, including text message device/pager, SMS, and fax. It applies per message sent. • A Subscriber Data Charge (optional). • Subscriber data charges apply to Intrado's acquisition of telephone subscriber records on Kerr County's behalf. These charges are due upon the Effective Date, and may be revisited and adjusted annually on notice to Kerr County. • Kerr County may obtain telephone subscriber data without Intrado's assistance, which would eliminate this charge. ~~ 2009 3ntrado Inc, A!3 rights reserved. 30 Intrado Proprietary and Confidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX inf'rado~ Pricing Details Pricing below is based on the following estimated number of TNs to be included in the Target Notification database: 50,000 Description Metric OTF $5,500 MRF (each option includes Data Subscriber charges) NOTE: Data Subscriber charges are subject to annual review. $0.030 per TN - 1 year $0.0275 per TN - 3 years $0.0200 per TN - 5 years PCCF Outbound Telephone $0.20 per 30 seconds of connected call time Inbound Telephone $0.145 per 30 seconds of connected call time Message Fax $0.30 per page Charges Text Messaging/Paging $0.15 per message Email $0.00 (FREE of charge) Post Deployment Services and Pricing Deliverable Price ° T$M Rate Notes Onsite Customer $2,000 per day Customer site Training for up to two 4 requirements: Computer hour training workstations with Internet sessions, plus access and minimum travel expenses system requirements for all participants. Up to 10 attendees per class. Initial Remote FREE One webcast training Training via session of up to four (4) Webcast hours in duration, with a maximum of ten (10) attendees Additional Remote $450 per Up to 10 attendees for a Training via session 2 to 4 hour webcast. Webcast Professional $125.00/hr Services "Professional Services Fees may apply to any Customer request for Services not explicitly set forth in the SOW ("Out of Scope Services"). 2009 ]ntrada Inc. All rights r~serveci. 31 intrado Proprietary anc' Confidentia~ MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX I n ~'ra d o. Deliverable Price T8M Rate Notes Hosted Data Setup $0.00 Intrado will load Hosted Data files Hosted Data are Charges for Customer at a T&M rate of maintained by the $90.00/hr with one (1) hr. minimum. Customer using the web There is no charge if the customer interface. Customer may sets up Call Lists without Intrado's set up and store assistance. unlimited Hosted Data. Preplan Setup $0.00 Intrado will load Preplan files or Preplans are maintained Charges digitize hardcopy Preplans for by the Customer using Customer at a T&M rate of the web interface. $90.00/hr with one (1) hr. minimum. Customer may setup There is no charge if the customer and store unlimited sets up Preplans without Intrado's Preplans. assistance. Priority Geo-coding $90/hr. Services: (includes both Initial Geo- coding/Corrections and Subsequent Geo- coding/Corrections) Opt-In Registration - $1,000 OTF** All TNs registered on the Opt-In site The Standard Opt-In Standard Website will be charged the negotiated MRF website will be branded rate. All Inbound and Outbound with Intrado's logo and calling from/to Opt-In TNs will be contain standard subject to negotiated PCCF billable instruction and disclaimer unit charges. language. Opt-In Registration - $3,000 OTF`* All TNs registered on the Opt-In site The Customized Opt-In Customized Website will be charged the negotiated MRF website will be branded rate. All Inbound and Outbound with Customer's logo. calling from/to Opt-In TNs will be Customer may modify subject to negotiated PCCF billable instruction language, unit charges. include a Customer contact TN, provide a link to Customer-provided FAOs, and expand the disclaimer language. ** Opt-In OTF shall be invoiced upon receipt of the Opt-in Notice. ~~ 20i;9 tntra~o Inc. A!3 rig#its reserWe~i. 32 In`,rad~ Proprietary and Con`identia! MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX inf'rado~ 7. ADD1TlONAL INFORMATION Intrado Target Notification is acost-effective, mass notification tool used for rapidly distributing critical information. The value to public safety officials is an enhanced ability to manage a crisis at its onset, while in progress, and once resolved. Intrado offers the following critical attributes: ^ A history in-and a primary focus on-serving the needs of public safety. • Financial stability-Intrado can support customers and technology over the long term. • Full redundancy and regular testing of all components. • 24x7x365 support through the Intrado Emergency Call Relay Center (ECRC). • An offering built upon 9-1-1 telephone number and address data, the most accurate and complete data source available, regularly managed to provide maximum accuracy. • Ahigh-volume outbound calling platform with the ability to place thousands of calls in minutes. • Ability to send text-to-speech messages, voice recorded messages, text/pager/SMS messages, faxes, and e-mails. • Ability to use the same notification system for notifying citizens and for creating call lists. Ability to import and use maps developed using plume modeling software. • Ability to deliver menu-driven and multiple-tiered messages as well as simple messages. • Delivery to TDD/TTY devices. • A hosted system that minimizes up-front and ongoing maintenance costs to the customer. • Real-time monitoring when an event is in progress. • Online reporting functionality. • Ability to add phone numbers (such as wireless) to the geocoded database through a website. ~:~ 2G09 Intrado Inc. A91 rights reserved. 33 Intrado Pros~rietary and Confiid~ntial MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX inf'rado, 8. RESPONSE TO\i ONDt TIONS Intrado looks forward to negotiating a services agreement mutually acceptable to the County and Intrado. For purposes of this response, Intrado has included a copy of the standard terms and conditions applicable to Intrado's services. Upon selection, Intrado will also provide a copy of the Statement of Work that will govern the services. Intrado respectfully requests that the final, signed agreements constitute the only and entire agreement between the parties regarding the services, rather than the terms of this RFP or any response to this RFP. Please see Appendix A for Intrado's standard Terms and Conditions. ~~ 2009 Intrado lnc. A!1 rights reserved. 34 Intrado Prap~ ietary and Canfidential MASS NOTIFICATION SERVICES RFP RESPONSE FOR KERR COUNTY, TX i n ~'ra d o Appendix A - lntrado Standard Terms and Conditions ~~ 21109 Intrado inc. A11 rights reserved. 35 !r,trado Proprietary and ~onfidentia; DRAFT -FOR DISCUSSION PURPOSES ONLY This proposal is not an offer to contract. Intrado undertakes no obligations to sell any products or services unless and until a separate, definitive, written agreement is prepared and duly signed by the parties Any offers to purchase products or services described in this proposal are subject to approval by Intrado. AGREEMENT FOR SERVICES This Agreement for Services ("Agreement") is entered into by and between Intrado Inc. ("Intrado") and ("Customer"), as of 2008, or if no such date is indicated, then as of the latest date signed below ("Effective Date"). This Agreement consists of these terms and conditions and any order, statement of work, exhibit, or similar document made under this Agreement (each, an "Attachment') describing the products or services Intrado agrees to provide to Customer ("Services"). Intrado and Customer are referred to herein as "Parties" or "Part '. The term "Affiliate" has the meaning in Rule 405 of the Securities Act of 1933. 1 TERM. This Agreement will continue from the Effective Date until the expiration or termination of the latest-ending Attachment. PAYMENT. 2.1 Customer will pay the fees described in Attachments. Except as specified in an Attachment, recurring fees will be billed monthly, and non-recurring fees will be billed within thirty (30) days of the Attachment effective date or (if applicable) completion of the delivery or milestone to which the non-recurring fees relate. Subject to Section 2.5 below, all invoices will be due and payable within thirty (30) days of invoice date. Any services requested by Customer and performed by Intrado before execution of an Attachment or outside the scope of the Attachment may be billed at Intrado's then-current hourly rate. 2.2 Any claim of tax exemption must be supported by appropriate documentation. 2.3 Unless otherwise provided in an Attachment, within thirty (30) days after any early termination of an Attachment (except due to Intrado's default), Customer will pay for Services received as of the date of termination plus an amount equal to the monthly recurring fees times the remaining months in the term of the applicable Attachment. The "monthly recurring fees" will be equal to the average monthly fee invoiced to Customer in the six (6) months prior to the notice of termination. The Parties agree that Intrado has made pricing concessions based on such minimum fees and that any shortfall payment due under this paragraph is a fair approximation of Intrado's damages, not a penalty. These fees are in addition to any nonrecurring fees due under the terms of the Attachment. 2.4 If Customer fails to pay any invoice when due (other than as provided in Section 2.5), interest will accrue as of the date of delinquency at the lower of two percent (2%) per month or the highest rate permitted by applicable law. Upon each such delinquency, Intrado may provide one or more Default Notice(s) to Customer (see Section 7 below). If the delinquency is not cured within ten (10) days after delivery of the Default Notice, Intrado may, by so indicating in the Default Notice (a) suspend Services and charge a reconnection fee or deposit on any recommencement; and/or (b) amend the prices for the remaining term of the applicable Attachment. These remedies are in addition to any other remedies available to Intrado, and apply notwithstanding anything to the contrary in this Agreement or the Attachment(s). Customer will be responsible for all reasonable costs of collection (including attorney fees). 2.5 If Customer disputes an invoice in good faith, Customer may withhold only the disputed amount, not to exceed one month's recurring fees for the applicable Service. To object to any invoice, Customer must (a) notify Intrado within fifteen (15) days of any such invoice, specifying the nature of the dispute; and (b) pay any undisputed amounts as provided herein. Both Parties will in good faith investigate and attempt to promptly resolve any disputed invoices. 2.6 No set-off, deduction or cross-collateralization is permitted. Intrado may change credit or payment terms at any time when, in Intrado's opinion, Customer's financial condition, previous payment record, or the nature of Customer's relationship with Intrado so warrants. 3 CONFIDENTIALITY. The parties have executed a mutual nondisclosure agreement dated as of ("NDA"), the terms and conditions of which will govern the disclosure and use of confidential information exchanged under this Agreement, and will be deemed incorporated herein for such purposes only. If any terms of this Agreement and the NDA conflict, the terms of this Agreement will govern. [IF NO SUCH NDA: Except to the extent disclosures are required under applicable federal, state or local freedom of information laws or regulations ("Public Request"), the terms of Exhibit A (Confidentiality Terms) will apply to this Agreement. Upon any Public Request, Customer may disclose the applicable Confidential Information, but only to the extent required by applicable law or regulation, and Customer will give sufficient notice to Intrado to allow Intrado an opportunity to object or limit the scope of disclosure.] LIMITED WARRANTY. 4.1 Intrado warrants that Services will be provided in a workmanlike manner in accordance with industry standards and by individuals with suitable skills and abilities. Except as provided in an Attachment, Services will be deemed accepted when performed. Intrado does not warrant products, equipment, hardware, or software not manufactured by Intrado, but will on request, assign to Customer any applicable third party warranties to the extent permitted by such third party. 4.2 EXCEPT AS STATED IN SECTION 4.1, INTRADO MAKES NO EXPRESS OR IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. INTRADO EXPRESSLY DENIES ANY REPRESENTATION OR WARRANTY ABOUT THE ACCURACY OR CONDITION OF DATA OR THAT THE SERVICES OR RELATED SYSTEMS WILL OPERATE UNINTERRUPTED OR ERROR-FREE. 4.3 Customer will provide information reasonably required or requested by Intrado to perform the Services, including as applicable: cell site specifications; Customer or third party databases; network architectures and diagrams; forecasts; current process performance statistics; interfaces and access to Customer or third party software, hardware, or systems; routing and network addresses and configurations; and key contacts for problem escalation (collectively "Customer Materials"). Customer warrants that (a) Customer is solely responsible for the content and rights to use the Customer Materials; (b) the Customer Materials will be accurate; and (c) Intrado's use of the Customer Materials will not violate the rights of any third party. LIMITATION OF LIABILITY. 5.1 EXCEPT FOR PAYMENT OBLIGATIONS AND CLAIMS RELATING TO VIOLATIONS OF SECTION 6 OR 8, NEITHER PARTY WILL BE LIABLE TO THE OTHER FOR ANY INDIRECT, EXEMPLARY, SPECIAL, PUNITIVE, CONSEQUENTIAL, OR INCIDENTAL DAMAGES OR LOSS OF GOODWILL, DATA OR PROFITS, OR COST OF COVER. THE TOTAL LIABILITY OF INTRADO FOR ANY REASON WILL BE LIMITED TO THE AMOUNT PAID TO INTRADO BY CUSTOMER FOR THE APPLICABLE SERVICES IN THE SIX MONTHS PRECEDING THE DATE OF THE CLAIM. 5.2 THE FOREGOING LIMITS ON LIABILITY WILL APPLY WHETHER THE APPLICABLE CLAIM ARISES OUT OF BREACH OF EXPRESS OR IMPLIED WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), OR STRICT PRODUCT LIABILITY, AND EVEN IF THE PARTY HAS BEEN ADVISED THAT SUCH DAMAGES ARE POSSIBLE OR FORESEEABLE. Revision 2008/11/10 bov't. Pagel ~~~ lntrndo Agreement for Services 5.3 NO CAUSE OR ACTION WHICH ACCRUED MORE THAN TWO (2) YEARS PRIOR TO THE FILING OF A SUIT MAY BE ASSERTED BY EITHER PARTY. INDEMNIFICATION. 6.1 ~ Intrado. Intrado agrees to indemnify and hold harmless Customer from and against any and all third-party claims, actions, suits, proceedings, costs, expenses, damages and liabilities, including reasonable attorneys' fees and expenses (collectively, "Claims") for physical injury or death or damage to real property to the extent caused by Intrado's gross negligence or willful misconduct. 6.2 By Customer. Except to the extent prevented by applicable rule(s), regulation(s)or law(s), Customer will indemnify, defend and hold Intrado, its Affiliates and their officers, directors, employees and agents harmless from any and all third-party Claims arising out of or resulting from (a) the Customer Materials or a breach of Section 4.3; (b) a claim relating to any product or service offered by Customer or any of its customers, except to the extent such claim is due to Intrado's gross negligence or willful misconduct; and/or (c) for physical injury or death or damage to real property to the extent caused by Customer's gross negligence or willful misconduct. 6.3 Procedures. The party claiming indemnification will (a) notify the indemnifying party of any claim in respect of which the indemnity may apply; (b) relinquish control of the defense and any settlement of the claim to the indemnifying party; and (c) provide the indemnifying party with all assistance reasonably requested in defense of the claim. The indemnifying party will be entitled to settle any claim without the written consent of the indemnified party so long as such settlement only involves the payment of money by the indemnifying party and does not affect any rights of the indemnified party. The indemnified Party, at its own expense, may participate in the defense through its counsel. The indemnities herein will not apply to the negligence of the indemnified party. 6.4 Immunity. If applicable and to the extent not prohibited by applicable law, each Party will be entitled to not less than the same benefits and protections afforded by any law, regulation or other applicable rule which extends protections to the other Party in any form, including but not limited to governmental or other immunity, indemnification, or other protection\. Neither Party will object to or interfere with the assertion of such immunity by the other Party. 7 TERMINATION AND EXPIRATION. If either Party materially defaults in the performance of any material provision of any Attachment or this Agreement, and such default is not cured within (a) for any late payments, ten (10) days; or (b) for all other matters, thirty (30) days, after notice ("Default Notice") specifying in reasonable detail the nature of the default, then the non-defaulting Party may by further notice terminate for cause the Attachment or, if applicable, the Agreement and all Attachments. The cure period will extend for up to thirty (30) more days if Intrado continues to use good faith efforts to cure its default. 8 INTELLECTUAL PROPERTY. Intrado will have and retain full and exclusive ownership of all intellectual property rights associated with any design, data, specification, know-how, software, device, technique, algorithm, method, discovery or invention, whether or not reduced to practice, relating to any (a) Service, including any Intrado work product, (b) result of a Service, (c) Confidential Information; (d) joint development, and/or (e) enhancement or improvement to or derivative of any of the foregoing (collectively, including the intellectual property rights relating thereto, "Intrado IP""). Customer receives a non-exclusive, non-transferable, terminable license to use the Intrado IP only as necessary for Customer to use the Services and subject to the terms of any applicable Attachment. Customer receives no other right, title or interest in or license to use any Intrado IP. Additionally, Customer will not disclose or allow access to Intrado IP, including without limitation, software and systems, by anyone other than Customer's employees and subcontractors who have a need to access the Intrado IP and who are bound by law or written agreement to comply with Customer's duties under this Agreement. Customer will not directly or indirectly reverse engineer, decompile, disassemble or copy any Intrado IP. Customer will return all Intrado IPat the conclusion of the applicable Service. Customer will cooperate to take such actions reasonably requested to vest ownership of Intrado IP in Intrado. 9 ON-SITE SERVICES. If Intrado personnel perform Sen/IC2S On Customer's premises, (a) Customer will provide all appropriate facilities, access, furnishings, equipment, software, documentation, passwords, and data; (b) Customer will maintain adequate security, safety, utilities, and environmental standards, consistent with industry standards and its regular practices; (c) while on Customer's premises, Intrado personnel will comply with Customer's standard rules and regulations consistently applied and communicated to Intrado in advance; and (d) Customer will reimburse Intrado for its reasonable out-of-pocket expenses incurred in connection with the Services, including coach class travel, business class lodging, automobile rental, and meals. 10 INSURANCE. 10.1 Intrado and Customer will maintain during the term of this Agreement (a) Workers' Compensation insurance as prescribed by the law of the state in which the Services are performed; (b) employer's liability insurance with limits of at least $500,000 for each occurrence; (c) comprehensive automobile liability insurance if the use of motor vehicles is required, with limits of at least $1,000,000 combined single limit for bodily injury and property damage for each occurrence; (d) Commercial General Liability ("CGL") insurance, including Blanket Contractual Liability and Broad Form Property Damage, with limits of at least $1,000,000 combined single limit for bodily injury and property damage for each occurrence; (e) Professional Liability or Errors and Omissions insurance in the amount of at least $1,000,000 for each occurrence; and (f) excess or umbrella liability at a limit of no less than $5,000,000 per occurrence and aggregate in excess of the underlying coverage required above. The CGL, employer liability, excess or umbrella liability, and automobile liability policies of each Party will designate the other Party and its officers, directors and employees as an Additional Insured. 10.2 On either Party's written request, the other Party will furnish certificates evidencing the foregoing insurance. Each Party will endeavor to notify the other in writing at least thirty (30) days prior to any cancellation or termination of its policy. 11 MISCELLANEOUS 11.1 Force Maieure. Neither party will be liable for delays and/or defaults in its performance (other than Customer's obligation to pay fees) due to causes beyond its reasonable control, including the following: acts of God; war, terrorism or the public enemy; fire or explosion; flood; stability or availability of the Internet; the elements; telecommunication system failures; technology attacks, epidemic; riots; embargoes; quarantine; viruses; changes in applicable laws, rules or regulations, strikes or lockouts; disputes with workmen or labor disturbances; total or partial failure of transportation, utilities, delivery facilities, or supplies; or acts or requests of any governmental authority. 11.2 Notices. All notices required hereunder will be made in writing to the addresses below the signature line. Notices will be acceptable only if provided as follows, and will be deemed given (a) one day after deposit with an overnight courier, charges prepaid; (b) three days after mailing by first class, certified, or registered U.S. Mail, charges prepaid, return receipt requested; and (c) when delivered by hand with confirmed receipt. 11.3 ChancLes And Improvements. Intrado may enhance or otherwise modify Services and specifications, including in response to changes in laws, on reasonable notice to Customer. 11.4 Independent Contractors. The Parties are independent contractors, and nothing herein will be construed to any other effect. 11.5 Exclusivity. Except as specified in an Attachment, neither Party is bound by any exclusivity to the other under this Agreement. Revision 2008/11/]0 gnv't. Page 2 ~~~ Intrado Agreement for Services 11.6 No Third Partv Beneficiaries. This Agreement benefits Customer and Intrado. There are no intended third party beneficiaries, including Customer's customers. 11.7 Severability; No Waiver. To the extent any provision of this Agreement or any Attachment is invalid or unenforceable, it will be ineffective without affecting the remaining provisions. No course of dealing or failure of a Party to enforce any provision of this Agreement, or to exercise any right, obligation, or option provided hereunder, will be deemed to amend this Agreement or constitute a waiver of the same. 11.8 Interpretation. In this Agreement, "including" means "including, without limitation", and "days" refers to calendar days. This Agreement and each Attachment is the joint work product of Intrado and Customer; no inference may be drawn or rules of construction applied against either Party to interpret ambiguities. If any terms of this Agreement and an Attachment conflict, the terms of the Attachment will govern for that Attachment only. No preprinted or form terms on a purchase order will apply. 11.9 Assignment. This Agreement will be binding on the successors and assigns of both Parties, provided, however, that neither Party may transfer or assign this Agreement without the prior written consent of the other, not to be unreasonably withheld. However, Intrado may assign this Agreement to an Affiliate or to an acquirer of all or part of Intrado's business or assets without such consent. Any other assignment or transfer by either Party will be void and of no effect. 11.10 Governing Law; Venue. This Agreement will be governed by and construed under the laws of Colorado (or, if indicated, the following applicable state law rather than Colorado: ), without regard for its choice of law principles. 11.11 Remedies. Either Party will be entitled to immediate injunctive relief without the posting of a bond or demonstration of Representing that it has full authority to enter into and perform under this Agreement, each of the Parties hereby executes and authorizes this Agreement as of the Effective Date. Authorized Signature Name Typed or Printed Title Dated signed: Address for Notices: Attn INTRADO INC. Authorized Signature Name Typed or Printed Title Date signed: Address for Notices: 1601 Dry Creek Dr. Longmont, CO 80503 Attention: Legal Department With copy Attention: Corporate Controller irreparable harm, for breach of Section 3 or 8 above. Except as stated herein, the rights and remedies of each Party are in addition to any other rights or remedies available at law or in equity. 11.12 Laws, Regulations, Permits. Each Party represents that it has or will obtain all consents, licenses, permits and certificates required to receive or perform the Services and to do business in the United States. If Intrado reasonably believes that continued performance of the Services would cause Intrado or Customer to violate any law, statute, ordinance, court order or regulatory agency rules, Intrado may cease the applicable Service(s) to the extent reasonably required to correct or avoid the violation. 11.13 Advertising and Publicity. Except for materials already made public, neither Party will distribute any news releases, articles, brochures, speeches, or advertisements concerning this Agreement, nor use the other Party's name or trademarks (or any variation thereof), without the other Party's prior written consent, not to be unreasonably withheld or delayed. Intrado may, however, use Customer's name and trademarks in a list of customers, or in connection with written sales or promotional materials. 11.14 Survival. Sections 2, 3, 5, 6, 8 and 11 will survive the expiration or termination of this Agreement or any Attachment. 11.15 Entire Agreement. This Agreement, together with any Attachment(s), constitutes the Parties' entire understanding, and supersedes any prior written or oral agreements or understandings, related to the subject matter hereof. This Agreement may be executed in any number of counterparts and/or by facsimile or scanned electronic (e.g..pdf, .tif) copy, all of which taken together will constitute a single instrument. This Agreement or any Attachment may be modified only by a mutually executed amendment. This Agreement is not enforceable unless properly executed by both parties. Revision 2008/11/10 govt. Page 3 \~~ lntrado Agreement for Service: EXHIBIT A Confidentiality Terms 1. During the course of this Agreement, either Party may receive or have access to Confidential Information of the other. "Confidential Information" means any confidential information or data disclosed by a Party ("Disclosing Party") to the other Party ("Recipient") under or in contemplation of this Agreement, which (a) if in tangible form or other media that can be converted to readable form is clearly marked as Confidential, proprietary, or private when disclosed; or (b) if oral or visual, is identified as Confidential, proprietary, or private on disclosure. The terms "Disclosing Party" and "Recipient" include each Party's Affiliates that disclose or receive Confidential Information. Each Party will cause its Affiliates, employees, and employees of its Affiliates to comply with the obligations of this Exhibit A, and each Party agrees that it is responsible for the due compliance with this Exhibit A by each of such Affiliates and employees. Actions or omissions by a Party's Affiliate, employee, or an employee of its Affiliate, that if taken by said Party would constitute a breach of this Exhibit A, will be considered to be also actions or omissions of said Party and therefore a breach of this Agreement by said Party. The Recipient will and will cause its employees, Affiliates and employees of Affiliates to (i) use the Confidential Information only in connection with the Recipient's performance of its obligations or in exercising its rights under this Agreement; (ii) restrict disclosure of the Confidential Information to employees of the Recipient and its Affiliates with a "need to knov~' and not disclose it to any other person or entity without the prior written consent of the Disclosing Party; (iii) advise those employees and Affiliates who have access to the Confidential Information of their obligations with respect thereto; (iv) treat the Confidential Information with at least the same degree of care to avoid disclosure to any third party as is used by Recipient with respect to its own information of like importance which is to be kept secret; and (v) copy the Confidential Information only as necessary for those employees who are entitled to receive it and ensure that all confidentiality notices are reproduced in full on such copies. 2. For the purposes of this Exhibit A only, "employee" includes third parties retained by the Parties for temporary consultative, administrative, clerical, programming or related Services support. A "need to know" means that the employee reasonably requires the Confidential Information to perform his or her responsibilities in connection with this Agreement. 3. "Confidential Information" will not include, and the provisions of this Exhibit A will not apply to, any information that (a) is or becomes available to the public through no breach of this Agreement; (b) was known by the Recipient without any obligation to hold it in confidence; (c) is received from a third party free to disclose such information without restriction; (d) is independently developed by the Recipient without the use of Confidential Information of the Disclosing Party; or (e) is approved for release by written authorization of the Disclosing Party but only to the extent of such authorization. If Recipient is required by judicial or administrative action (e.g. subpoena, order), law or regulation to disclose Confidential Information of the Disclosing Party, Recipient may do so, but only to the extent so required. In such event, Recipient will give sufficient notice to the Disclosing Party to allow the Disclosing Party an opportunity to obtain an appropriate protective order. 4. Confidential Information, including copies, will be deemed the property of the Disclosing Party. The Recipient will, within twenty (20) days of a written request by the Disclosing Party return all Confidential Information (or any designated portion thereof), including all copies thereof, to the Disclosing Party or if so directed by the Disclosing Party, destroy such Confidential Information and any other materials (tangible and intangible) that contain, reflect, or are based on all or any part of the Disclosing Party's Confidential Information. 5. The terms of this Exhibit A will survive any termination or expiration of this Agreement for a period of five (5) years, except for any item of Confidential Information that is a trade secret, for which such obligations will survive for so long as such item remains a trade secret. Revision 2008/11/10 govt. Page 4 ~.~ -~r ~` Kerr County Mass Notification Services Submitted by Situp/exGrinne// Kerr County Mass Notification Services Doug Emanus Phone #: (210) 402-6311 Fax #: (210)402-6195 demanus~simplexgrinnell.com San Antonio District Office 1070 Arion Circle, Suite 102 San Antonio, TX 78216 • User Friendly Mass Notification Platform • Supports Multiple Personal Communication Device Platforms *~ • Compliant with All Federal, State, and Local Regulations • Service Organization Offers Experienced Technicians, Ample Available Parts Supplies and 24-Hour Support. m `•r- -i.. .... 1'. ~' ~ w ~~ y, I Situp/exG~inne// eE sAFE ATyco International Company Kerr County Mass Notification Services Executive Summary ,.;~ . ~' ~~ Z .... 55 3`'# Submitted by SimplexGrinnell _. - - .. ., - r ._ a :.ti~. 1~g~2oo9 SimplexG~inne// /n~aducbon SimplexGrinnell understands that Ken County has a need for a Mass Notification Services. Our team also understands Kerr County seeks responsive supplier who will implement and support such a system. It is also our team's understanding that Kerr County is open to different solutions for mass/emergency notification needs. Our team is proposing a Software As A Service (Baas) solution that we believe will best meet Kerr County's Mass Notification Services needs. Our team is proposing 3n's InstaCom solution. SimplexGrinnell and National Notification Network (3n) offer a proven automated emergency notification system. This system is based on a web- native Active/Active Software as a Service (SaaS) model. The proposed system has been designed over the past five years to meet the rigorous demands of global organizations with complex multi- dimensional infrastructures. Our team offers tremendous value with our "off the shelf' SaaS technology which helps speed implementation timelines and prevents protracted custom development periods often seen in other notification platforms. Our invaluable experience with large scale rollouts will enable Kerr County to deploy a system from an experienced provider in a timely fashion. SimplexGrinnell and 3n Global provide. comprehensive emergency communications solutions for higher eaucation, nealtncare, government ana other facilities who want to enhance safety and preparedness. SimplexGrinnell is a leader in the fire and life-safety industry. SimplexGrinnell selected the 3n InstaComTM personal emergency notification system to expand our portfolio of emergency communications solutions. As a recognized system integrator, SimplexGrinnell design, develops, integrates and services external and internal communication and alerting equipment such as: • outdoor speaker arrays, • interior voice systems and visual message displays, • and one-to-many communication over personal devices, such as cell phones, email, text messaging and more. Our team is positioned to address Ken County's Mass Notification Services needs at a time when emergency communications has emerged as a top- priority concern for businesses and institutions. 3n Global meets the criteria SimplexGrinnell has established for its Kerr County Mass Notification Services 1 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1/8/2009 Situp/exG~inne// ~/ nt ~ hex ~ `s ~'/n n e ~~ • Responsive, Local Support from our San Antonio Office • 3n Support a Phone Call Away • Bmad Range of Emergency Public Notification System offerings. • Future Integration Capabilities • Largest Re-seller of 3n Solutions _. ~ r:. z! ~M -' '', ' , CosYEffective ~ t Technology ., Local Support Solution ~~ , Integcs ~: - • Software as a Service • Centrally Managed • Expertise as a • Full-Time • Local District Office Solution (Baas) Applications Integrator and Employees for Support • Fully Hosted PlaNorm • Reduced System Installer •Factory-Trained • proven Procedures In • Ease of Use No Maintenance •Factory-Trained Technicians Place Hardware Required • Consistent One- Personnel • Servicing the Area • Proven System in Stop-Shop for • Offering a Wide for Many Years 'Special Tools Many Emergency Products & Services Range of Mass • Full Corporate • Extensive Local Situations • Local Resources and Notification Support Customer Base • Multiple Mode Trained Personnel Products • Provide 365 x 24 x 7 • Long Term Support Communication (Ce6 Offer Value Added • Design/Build Technical Support Capabilities Phones, PDA's, Email, Support Capability • Local Customer Etc.) • Knowledgeable • Corporate Resources Support .Value Added Service Personnel • Industry Partners emergency communications vendors - a solution with the right combination of robust features, a reliable global infrastructure, a large share of the emergency notification market, and a solid collaborative program. Our team offers many advantages. The SimplexGrinnell and 3n team is poised to swiftly and effectively implement our solution with a system that will dramatically improve the communication processes. Lorca/Experfise and Support The local SimplexGrinnell office in San Antonio will be the first level of support for Kerr County's needs. Our office is staffed by 120 full-time employees. O ffi c e R e s a ur c e s a n d Ca p a b i /i ti e s SimplexGrinnell owns and operates over 120 offices throughout North America. Each of these offices features a unique capability as a "one-stop" provider in its respective geographic areas. Each facility is staffed with a range of specialized employees who have many years of collective experience in the industry. Our offices include the following full time positions: • A district manager A service manager Project managers Kerr County Mass Notiftcation Services 2 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1/8/2009 • Sales representatives • Technical representatives • Computer aided design operators Project engineers • Inspection personnel 'Our experienced employees design, develop, manufacture, distribute and service our life safety, communication, healthcare and/or security solutions. Our team works with the appropriate individuals to ensure that our solutions meet all applicable codes and also to maximize the value to our customers. Therefore, we can work as a team to provide value added services throughout the entire project, as well as during critical support phases post warranty stages. Our dispatch options include: • Phone response • On-Site Response Dedicated technicians Each office has the staff and expertise to offer: • Site Surveys and Assessments • System Design and Layout Systems Integration Code /Standards Compliance • Project Management Sub-Contractor Management System Testing and Inspection Operator training • Preventative Maintenance 3n Overview National Notification Network (3n) is a privately held Limited Liability Company and is headquartered in Glendale, California. Founded in 2002 with a simple concept-one person, with just one call, communicating with thousands of people anywhere, anytime, limp/exGrinne// on any device-3n is leading the mass notification systems industry. 3n is well capitalized and financially sound. Currently and for the foreseeable future, 3n has no long-term debt and has access to sufficient capital to meet its business objectives. The company owns all of its equipment and technology and has invested over $10 million in R&D over the last five years and represents over 100 percent of 3n's revenue. Over 70 percent of 3n's invested capital to date has been spent on product and infrastructure development. The Company is closely held and controlled by its four founding members, and does not generally disclose financial details. However, management is willing to provide further details of the company's financial condition at an appropriate stage of our discussions. Experience 3n has implemented over 700 government, corporate, utility and university organizations mass notification systems-such as the County of Los Angeles Chief Information Office, City of West Haven, CT., Los Angeles Unified School District, City of Rancho Santa Margarita, Ports of Los Angeles and Long Beach, U.S. Bureau of Immigration & Customs Enforcement, U.S. Government Accounting Office (GAO), Virginia Tech and University of Miami, US Coast Guard and many, many others, all of whom rely on 3n for proven performance. Examples of private customers that utilize 3n solutions for Continuity of Operations and Disaster Planning include the American Red Cross, U.S. Medical Reserve Corps, Motorola, Shell Oil, Kenyon International, Norfolk Southern __ Kerr County Mass Notification Services 3 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1 /8/2009 Situp/exG~inne/1 Rail, SAIC, ICF International, Sony Pictures, and Wyndham Worldwide. Personnel 3n currently employs over 60 full time employees and 10 contractors with 35 of those 70 employees dedicated to technical development and support. Each employee is thoroughly examined to ensure the highest quality candidates are hired and our rosters currently include employees with Microsoft and Oracle certifications as well as others such as CISSP (Certified Information Systems Security Professional), CIPP (Certified Information Privacy Professional), and CIPP (Certified Information Security Manager). S i tu p /e a r G ri n n e // O v e r vi e w SimplexGrinnell, a unit of Tyco International, is a leading provider of fire and life safety systems and services. Officially formed in .April 2001, SimplexGrinnell is a ~~ world-class organization that combines the strength, heritage and excellence of two longtime industry leaders - Simplex Time Recorder and Grinnell Fire Protection. Simplex was founded in 1894 by the inventor of the first practical time clock and was operated as a privately held company for more than a century. Grinnell was established in 1850, and its capabilities grew to encompass design, engineering, manufacturing and installation, as well as system integration, maintenance and inspection services. Simplex and Grinnell were widely respected for their technology, their expertise, their service organizations, ana ineir ability to aellver at the local level. Now all of those resources and competencies are available from one unified organization. SimplexGrinnell offers customers an unprecedented array of best-in-class systems and services that protect people and property and improve workforce management. Serving a geographic area that covers all of North America, SimplexGrinnell is committed to being a single-source provider that delivers unequaled customer service. SimplexGrinnell features a number of distinguishing competencies: • Highly reliable, technologically advanced fire, life safety, integrated security, communications and workforce management systems and services. Kerr County Mass Notification Services 4 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1/8/2009 Simp/exG~inne// • A network of company-owned district offices that spans all of North America and enables SimplexGrinnell to deliver high- quality systems and services at the local level. • A services organization staffed by more than 8,000 technicians, installers and other professionals. Through this organization, SimplexGrinnell provides 24/7 emergency service and brings customers unrivaled knowledge and expertise in designing, engineering, installing, testing, inspecting, maintaining, servicing and supporting fire detection, fire suppression and other life safety systems. The formation of SimplexGrinnell followed the January 2001 acquisition of Simplex by Tyco International Ltd., a diversified manufacturing and service company that is the parent, company of Tyco Fire & Security Services. Operating with over 11,000 employees, SimplexGrinnell can protect virtually any building - from schools, universities, hospitals, malls and restaurants to airports, sports stadiums, apartment complexes, movie theaters and industrial, commercial and government facilities. SimplexGrinnell's portfolio of high- quality products and services is extensive and comprehensive. The Simplex® and Grinnell® product lines being sold, delivered and serviced by SimplexGrinnell include: fire detection and alarm systems; fire sprinkler systems; fire extinguishers and pumps; restaurant fire suppression systems; special hazard fire protection systems; integrated security applications that link access control, CCTV and fire; emergency lighting; healthcare communication systems; sound, intercom and telephone systems. For additional information, visit our web site: www.simplexgrinnell.com. Kerr County Mass Notification Services 5 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1 /8/2009 Situp/exG~inne// -.~~ .. ~® :, J `\~' ~~- v A ` ~~ ty; C ~ ~y. ~ ~ WORLDWIDE l k VISITOR CENTER The Worldwide Visitor Center at the Fire Detection Technology Center in Westminster, Massachusetts is a new, state-of-the-art facility with extensive product demonstration capabilities. Potential customers can experience firsthand our Simplex®-branded Fire Detection and Alarm Systems, Simplex Time Systems, Zettler and EZ Care Nurse Call products, and our full range of Sound and Communications solutions. Demonstrations are arranged according to customer needs and may be tailored to meet your specific interests. Each visit can also include tours of Training and Development classrooms, R&D labs, the Central Monitoring Center, and Fire Alarm Support Services. Visits can also include project reviews and business discussions for existing and future customer needs. F~ r l6 ~ C f~~ ,i ~ h ~_„i7% ~G I~ I i r } t }~rl W ul `35 w - ~ ~ ~~'~ i<_ t ~ ~ I~ i ~ yy ~iG r, ,} ~ ~ ~ ~~~~ _ IY~ :7 ..,,~..,. Kerr County Mass Notification Services 6 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " Situp/exG~inne// eE saFE SimplexGrinnell Offers the Following Advantages: • Wide Range of Mass Notification Experience in Both New and Existing Buildings. • Largest Reseller of 3n Instacom Mass Notification Services • In-House Engineering and Consulting Services. • Extensive Expertise as a Designer, Installer, Integrator and Service Provider. • Largest Life Safety Contractor In North America, Industry Leader for the Past 40 Years. • Long-Term Commitment For Ongoing Support. • SimplexGrinnell Serves More Than 2 Million Clients Annually. • Extensive Research and Development Resources and Investment. 1070 Arion Circle, Suite 102 • San Antonio, TX • 78216 www.simplexgrinnell.com -implexGrirtnell BE SAFE. fir, ATyco International Company January 9, 2009 Kerr County Courthouse Court Clerk's Office 700 Main Street, Ste. 122 Kerrville, TX 78028 SimplexGrinnell LP 1070 Arion Circle, Suite 102 San Antonio, TX 78216 Tele: (210) 402-6811 Fax: (210) 402-6195 www.simplexgrinnell.com SimplexGrinnell understands Kerr County has a need to for Mass Notification Services. We realize Kerr County has a need for a responsive local supplier to provide support. SimplexGrinnell has actively reviewed the project's needs and has committed a wide range of resources to support this important effort. We are partnering with 3n to provide the InstaCom Mass Notification Services. 3n has been in business supplying these very solutions for over five years. Proven as a major prime contractor and integrator of complex projects, SimplexGrinnell has the resources, products, skills, technology, and expertise required to ensure a successful project. We design, integrate, assemble, test, service, and monitor a complete line of life safety systems. Our approach is low risk because of previous experience with large, complex retrofit projects. Our customers have relied on SimplexGrinnell personnel and technology to protect thousands of lives and millions of dollars worth of equipment. Our proposed fire alarm system can be easily upgraded to accommodate future expansions and technology. Our team also can provide additional types of voice mass notification systems for campus settings should Kerr County decide to add this in the future. Our solutions often utilize fire alarm panels and annunciators to provide voice notification. Additionally, our team designs, develops, integrates and services large scale outdoor mass notification sound systems and text/sign mass notification systems. We understand the need for a responsive local organization to provide installation support and service throughout the years to come. Our Topeka District office is located in close proximity to Kerr County. Our team will ensure the necessary resources are available to support this important project. These benefits will ensure our life safety equipment is designed, installed, and serviced efficiently and properly. Our mission is to develop the most cost-effective and comprehensive solution to your service needs. We wish to form along-term relationship with Kerr County to develop the most cost-effective and comprehensive solutions to your needs. With an experienced, flexible staff of professional personnel already in place, our team is prepared to move swiftly to ensure we meet critical objectives. Moreover, with the backing of the entire SimplexGrinnell organization, we offer a full range of capabilities to support the project, now and in the years to come. Sincerely, Vince Baker District General Manager Proposal for: Kerr County Mass Notification Services 1 Original, 10 Hard Copies, 1 Electronic Submitted to: Kerr County Courthouse Court Clerk's Office 700 Main Street, Ste. 122 Kerrville, TX 78028 Date: January 9, 2009 Submitted by: Slmp/eX~r/'%tllYE'// 1070 Arion Circle, Suite 102 San Antonio, TX 78216 Contact Name and Phone Number: Mr. Doug Emanus Phone: (210) 402-6311 Fax: (210) 402-6195 SimplexGrinnell Corporate Address: imp/ex arrinne// 50 Technology Drive Westminster, MA 01441 The data contained in all pages of this proposal has been submitted in confidence and contains trade secrets c~nd/or privileged or confidential commercial or .financial information. Such data shall be used or disclosed only _for evaluation purposes, provided that i f a contract is awarded to SimplexGrinnell as a result of or in connection with the submission of this proposal, Kerr County shall have the right to use or disclose the data herein to the extent provided in the contract. This restriction LIOC'S 320t rLSIYlCt Kerr COLl12ty ~S Ylgl2t t0 2lSe OY disclose data obtained without restriction from any source, including SimplexGrinnell. Kerr County Mass Notification Services fir' Table of Contents # Title Executive Summary 1. Respondent Experience and Personnel 1.1 Description of SimplexGrinnell 1.2 Experience and History Providing Services to Similar Organizations 2. Customer References 2.1 Introduction 2.2 Larimer Emergency Telephone Authority 2.3 City of Inglewood, CA 2.4 Nolan County, TX 3. Contractor and Subcontractor Listing 3.1 SimplexGrinnellInformation 3.1.1 SimplexGrinnell License 3.2 3n Information 4. Scope of Work & System Requirements 4.1 Description of Approach 4.1.1 How Project will be Organized 4.1.2 Number and Types of Staff 4.2 System Requirements 5. Implementation Schedule 5.1 Introduction 5.2 Schedule 6. Pricing 7. Additional Information 8. Agreement /Contract 1/8/2009 Situp/exGrir~ne// Our team understands the Kerr County Mass Notification Services RFP requires the following: S.1 Respondent Experience and Personnel: A description of the respondent's company, including the organization's experience and history with providing services in conjunction with the performance of this agreement. 7.7 Description ofSimp/exGrinnel/ SimplexGrinnell, a unit of Tyco International, is a leading provider of fire and life safety systems and services. Officially formed in April 2001, SimplexGrinnell is a world-class organization that combines the strength, heritage and excellence of two longtime industry leaders -Simplex Time Recorder and Grinnell Fire Protection. Simplex was founded in 1894 by the inventor of the first practical time clock and was operated as a privately held company for more than a century. Grinnell was established in 1850, and its capabilities grew to encompass design, engineering, manufacturing and installation, as well as system integration, maintenance and inspection services. Simplex and Grinnell were widely respected for their technology, their expertise, their service organizations, and their ability to deliver at the local level. Now all of those resources and competencies are available from one unified organization. SimplexGrinnell offers customers an unprecedented array of best-in-class systems and services that protect people and property and improve workforce management. Serving a geographic area that covers all of North America, SimplexGrinnell is committed to being a single-source provider that delivers unequaled customer service. SimplexGrinnell features a number of distinguishing competencies: • Highly reliable, technologically advanced fire, life safety, integrated security, communications and workforce management systems and services. • A network of company-owned district offices that spans all of North America and enables SimplexGrinnell to deliver high-quality systems and services at the local level. • A services organization staffed by more than 8,000 technicians, installers and other professionals. Through this organization, SimplexGrinnell provides 24/7 emergency service and brings customers unrivaled knowledge and expertise in designing, engineering, installing, testing, inspecting, maintaining, servicing and supporting fire detection, fire suppression and other life safety systems. The formation of SimplexGrinnell followed the January 2001 acquisition of Simplex by Tyco International Ltd., a diversified manufacturing and service company that is the parent company of Tyco Fire & Security Services. Operating with over 11,000 employees, SimplexGrinnell can protect virtually any building - from schools, universities, hospitals, malls and restaurants to airports, Kerr County Mass Notification Services 1 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1/8/2009 Situp/exG~inne// sports stadiums, apartment complexes, movie theaters and industrial, commercial and government facilities. SimplexGrinnell's portfolio of high-quality products and services is extensive and comprehensive. The Simplex® and Grinnell® product lines being sold, delivered and serviced by SimplexGrinnell include: fire detection and alarm systems; fire sprinkler systems; fire extinguishers and pumps; restaurant fire suppression systems; special hazard fire protection systems; integrated security applications that link access control, CCTV and fire; emergency lighting; healthcare communication systems; sound, intercom and telephone systems. 7.2 Experience and History Providing Services to Simi/arOrganizations SimplexGrinnell is able to support Kerr County in developing short and long-range strategies for enhanced protection and emergency preparedness. With decades of experience and our partnership with 3n, SimplexGrinnell has the resources and know-how to provide Mass Notification Services into acost-effective solution. The world has changed dramatically, in recent years. The risks are higher than ever before, from terrorist attacks, chemical releases, bomb threats and natural disasters. These changes have heightened the importance of emergency preparedness and made Mass Notification Services a critical tool for protecting civilian populations. Mass Notification Systems provide emergency alerts and real-time instruction to the population across wide areas. W e otter a variety of mass not~ticaaon solutions. These include the proposed 3n Instacom personal communications device notification system, indoor and outdoor loudspeaker systems, digital signing mass notification solutions, voice notification via the Simplex 4100U fire alarm system. Our network of more than 120 North American district offices includes hundreds of certified technicians. SimplexGrinnell's fire and life-safety expertise is available around the globe through Tyco Safety Products. With its vast fire, security and special hazards applications base, Tyco protects more people and property than any other organization in the world. Emergency Public Notification is part of SimplexGrinnell's unparalleled capability to integrate advanced life and property protection, security and facility communications. Our One Stop Solutions Integration provides the convenience and savings of a single-source provider. Whether for new construction, retrofits or system upgrades, SimplexGrinnell delivers best in class solutions at the lowest possible life cycle cost. Kerr County Mass Notification Services 2 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1/8/2009 3n Experience 3n has implemented over 700 government, corporate, utility and university organizations mass notification systems- such asthe County of Los Angeles Chief Information Office, City of West Haven, CT., Los Angeles Unified School District, City of Rancho Santa Margarita, Ports of Los Angeles and Long Beach, U.S. Bureau of linmigration & Customs Enforcement, U.S. Government Accounting Office (GAO), Virginia Tech and University of Miami, US Coast Guard and many, many others, all of whom rely on 3n for proven performance. Examples of private customers that utilize 3n solutions for Continuity of Operations and Disaster Planning include the American Red Cross, U.S. Medical Reserve Corps, Motorola, Shell Oil, Kenyon International, Norfolk Southern Rail, SAIC, ICF International, Sony Pictures, and Wyndham Worldwide. `~r+' Situp/exGrinne// Kerr County Mass Notification Services 3 "Use or disclosure of data contained on this page is subject to the restriction on the cover sheet of this proposal. " 1/8/2009 5.2 Customer References: Provide three customer references by completing the Customer Reference form in Section 12 of this RFP. 2.9 /ntroduction Over the past four years there have been over 600 implementations of the InstaCom emergency notification system. Listed below are some similar clients. 2.2LarimerEmergency Te%phoneAuthorify(LETA~ Company/tQ.rganization: Larimer Emergency Telephone Authority (LETA) Contact Person: Ms. Kimberly Culp Address: 1200 S. College Ave., Suite 301 Fort Collins, CO 80524 Phone: 970-212-3442 Fax #: 970-212-3443 Email Address: kculp@leta911.org Description of Services Provided:'' Mass ~ notification; emergency and urgent communications; and GIS-targeted notifications for the community. 2.3 City of/ng/ewood, CA Company/Organization: City of Inglewood, CA Cantaet Person: Mr. Michael Falkow Address: One Manchester Blvd. Inglewood, CA 90301 Phone: 310-412-8751 Fax..#: 310-412-5591 Email Address.:. mfalkow cr cityofinglewood.org Description of Services Provided: Mass notification; emergency and urgent communications; and GIS-targeted notifications for the community. tiaaitional mtormation is included on the following page. Kerr County Mass Notification Sen~ices 1 "Use or disclosure of data contained on [his page is subject to dre restriction on tl~e co~~er sheet of this proposal. ~~ Our team understands the Kerr County Mass Notification Services RFP requires the following: /S/?009 2.4 No/an County, TX Company/Organization: Nolan County, TX Contact Person: Mr. Grant Madden Address: 100 3'~a Street, Suite 105 Sweetwater, TX 79556 Phone: 325-235-4304 Fas #: 325-235-1507 Email Address: grantmadden@sbcglobal.net Description of Services Provided: ~ Mass notification, emergency and urgent communications, and GIS-targeted notifications for the community. Ken County Muss Notification Set~~ices 2 "Use or disclosure of data contained ou this page is a~ubject to die restriction on the co~~er sheet ~f this proposal ~~ / 1.~~.'. City of Inglewood A city significantly improves communications to citizens and internal departments with mass notification ~. ~- ' ~ °b M L~ s.. Background The City of Inglewood is centrally located in Southern California and boasts a rapidly growing population of over 118,000 residents. Located on the shore of the Pacific Rim, Inglewood serves as a gateway to major commercial centers, both domestic and international. Challenge The City of Inglewood needed a fast, easy, and effective way to communicate with citizens, businesses, officials, and internal departments-such as Public Works, Parks and Recreation, City Administration, and the Police Department-in emergency and routine situations. After major disasters such as 9/11 and Hurri- cane Katrina, the City felt strongly that there was an inherent need within the IT infrastructure to lead an emergency management and disaster preparedness initiative. While the IT team has backup mechanisms in place within their data center to get systems back online in an emergency, they recognized a gap in their ability to assist administration, police personnel, and other departments with growing emergency communication needs. Specifically, the City of Inglewood faced several key challenges with their limited communication capabilities: °° Slow process for citizen alerts. Contacting residents at a street-level breakdown in a critical situation was a difficult and time-consuming effort. During an emergency water shut-off, the Public Works department was unable to inform 200+ affected citizens of the imminent service interruption within a specific geographic area through traditional methods, which often in- volved sending out staff to knock on doors or pass out flyers. Results °~~~ Enhanced emergency preparedness. The 3n mass notification system has improved the City of Ingle- wood's ability to quickly notify citizens of disasters, potential hazards, and other public safety information. Because of the easy-to-use technology, City personnel can launch the 3n system in times of emergencies with minimal training or for day-to-day communications. °° Seamless communication amongst departments. The many departments that comprise the City of Inglewood can now actively work together to respond to emergency situations by using the 3n mass notifica- tion system., which has strengthened inter-departmental communication greatly. Demonstrated return on investment. The speed anc~ accuracy in which both citizens and internal staff mem- bers can be notified of ernergeiicy and non-emergency information far surpasses previously time-consuming and costly methods of communication. -~ Inability to effectively assist other departments in times of need. The City of Inglewood's IT infrastructure lacked the ability to quickly assist the Police Department, Public Works, Parks and Recreation, and Administration during time-sensitive situ- ations. Using a manual call tree, it could take the City's 9-1-1 s._ ~ ~ ~. For more information about ,please visit www.3nonline.com or call 888-366-4911. call center several hours to locate and communicate critical information to key emergency officials. ._ ~ ~~ Simple. Reliable. Global. Solution The City of Inglewood needed a reliable and effective communica- tion solution to send consistent information to a large, targeted audience in a short amount of time. The solution also needed to be easy-to-use and manageable for the average computer user so that the 150 staff members selected to use the system-most of which are department heads, administrators, and division managers- would be able to use the system not only in emergencies, but also internally for routine communications. The City required a smart and efficient 24/7 customer support team to quickly get internal users trained and confident in using the system. After evaluating a number of options, the City of Inglewood selected the 3n mass notification system and achieved stellar results. About > "art gs ~cfl vv1~~i e rya 'ffc;a- tra~~a sy e ~~ f ~ ~e~t,~r°r~ cart fr~t~~~trrr~>ra3 frt ~fae aicfa e ~~r~ ~~,' ~~ #r: yea t~/f~ a°3~ LY{: + ~ ? riot sirat~ r°e~a _F r~:~, f ~~Fcrie~ratly fo ~~ra~ ~s~r~f ixs ~ ,prat ,~ aafifc~ ~rta~ cautd r~~cara~zrraract art ter ~ ray city° %w~t#~ br77d,~s'~r" raec~~, ss -Michael D. Falkow, PMP ITC Director, City of Inglewood 3n~' (National Notification Network) was founded in 2002 with a simple concept-one person, with one call, communicating with any number of people anywhere, anytime, on any device. 3n enables government agen- cies, non-profits, and schools to automate and accelerate their communications. Whether your concern is communicating to residents and businesses during a crisis, facilitating a quick return to normalcy after an emergency, or reducing your daily communications costs, the 3n mass notification system provides the most rapid return on investment of any notification system on the market. For more information about ...,, please visit Simple. Reliable. Global. www.3nonline.com or call 888-366-4911. 1 /8/2009 5.3 Contractor and Subcontractor Listin • If applicable, submit the names, addresses, phone numbers, and applicable licenses of all, firms that will provide services in conjunction with the performance of this agreement. 3. ~ Simp/exGrinne///nfonnation SimplexGrinnell's San Antonio office will be the local point of contact for Kerr County. Our office address and phone number is as follows. SimplexGrinnell San Antonio Office 1070 Arlon Circle Suite 102 San Antonio, TX 78216 Phone: (210) 402-6311 Fax: (210) 402-6195 ~"'` 3. ~. 7 Simp/exGrinne//License There are no applicable licenses required for our proposed solution. 3.23n /reformation 3n Global is SimplexGrinnell's technology partner for the proposed Mass Notification Services solution. The 3n corporate address is: 3n Global 505 N. Brand Blvd Suite 505 Glendale, CA 91203 Phone: (818) 230-9700 Fax: (818) 545-7040 ~rr' Kerr County Mass Notification Services 1 Use or disclosure ~f data conhlined on Nils page is suf~jeci !o the resU is/ion on Nye corer sheet oJ~tkis proposal ~~ Our team understands the Kerr County Mass Notification Services RFP requires the following: I /8/2009 5.4 Scope of Work c~ System Requirements • Describe the approach 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. 4. ~ Description ofApproach SimplexGrinnell is proposing the 3n InstaCom mass notification service for Kerr County. Our local San Antonio office will be our team's local contact on this project. Our team member 3n Global will provide implementation and technical support. 4. ~. ~ HowPro~ect wil/be Organized InstaCom, the proposed Mass Notification Service, is offered on-demand as a service over the Internet and telephone. As such, no hardware or software is required. Thus, implementation is not time-consuming or difficult. Our team provides the support needed to get new customers in position to send notifications to their members very quickly. Our team aims to make the implementation process as straightforward and easy as the 3n product itself. Introduction to Identify Customer Requirements The first step in getting a customer live on the 3n InstaCom system is to have the Customer Service department conduct an interview with the client. The goal is to identify how the client will be using the InstaCom notification system, and how they will be rolling out the system within their organization. As a result of this initial meeting, our staff can begin to create the application interface for the client. Provide Implementation Documentation After the customer requirements are collected, our team provides the customer with implementation reference documents listed below. • New Customer Implementation Steps • System Requirements • System Security • Upload Member sample spreadsheet and specifications Kerr County Mass Notifccation Ser-i~ices 1 "Use or disclosure o/~datc~ contained oa this pale is subjec[ to the rc~slrrclion on thr~ corer shoe[ v/~Ihis proposal. ~~ Our team understands the Kerr County Mass Notification Services RFP requires the following: 1 /s/2009 i i %l t l~/ ~' ~ f l 'l f t l! ~' ~~ Guide customer through the creation of the member data Our team's Customer Support guides the client through the format requirements for the member data as well as provides assistance and feedback, including quality assurance checks to guarantee data meets specifications. Pre-Training Preparation Prior to training our team's consults with the client on best practices for training and identifies the clients training requirements. The customer is sent several reference documents that will prepare them for the training session, and use of the system. Our team provides the customer with the training documents listed below: • Training Agenda (Based on the customers training requirements) • Initiating a Notification via the 3n Web Site • Initiating a Notification via the Automated System • Initiating a Notification via Live 3n Operator • InstaCom System Security • Customer Contact information 4. >. 2 Number and Types of Staff The following individuals comprise the project team: Name Relationship to Expertise Involvement ~ Time Commitment Offeror in Project Ellen Account Executive Sales Marketing and Oversee For duration of Rollins Management Project contract Manager Stephen Vice President of Technical Oversee Through duration of O'Neill Technical Operations technical contract Operations operations. Katie Vice President, Customer Service, Oversee client Through duration of Sanchez Client Services Quality Processes services as contract needed. Patricia Director, Client Project Project Through Warble Care, 3n Management, Manager implementation and Implementation, and training and ongoing Training support Gaylene Director of Defines 3n products Oversee Through duration of Kelly Product and services technical contract Management, 3n aspects as needed Rory Senior Training On-site training and Provides on- Through duration of Peters Specialist training material site and the implementation development Webinar and ongoing training based training Webinars. Kerr County Mass Notification Services 2 "Use or disc/osure of da(a contained on this pave is subject to the i~estric(ion on (he corer sheet of ibis p~~oposal. " 1 /8/2009 i - % 1 i ~ ~ "~'~X ~T l `l f ~ l ~ t ~,~ 4.2System Requirements RFP Section 6-System Requirements Matrix Using the Response Codes below, please indicate if your system meets the system requirements listed in the table in this section. L - _ _ Response Code ~ _- ` _T - Definition 1 The requirement will 'be net by the core functionality of the system Meet proposed. This .functionality is already operational at other sites. Requirement 2 Requirement will be met by software that is currently under Under development, in Beta test,,or not yet released. Provide target release Development date: 3 Requirement will be met with 'minor modifications to existing. Minor software. All work will be performed by the vendor and ,.pricing. Modification must be 'included. This work must be noted in the project plan and schedule. 4 Requirement will be met by major modifications t~ existing Major software or by new'eustom software development. All. work will be Customization performed by the vendor and any additional costs must be noted. 'S Requirement can be provided through athird-party solution partner. Third-Party When responding with a 2 venders 'must describe how the functionality will be achieved and whether any set-up work will be done by`the vendor or customer.. 6 Requirement will be met by the use of proposed software tools such. Other as a report writer, query language, or spreadsheet. When responding Tools with a 3, vendors must describe how the requirement should be met and whether the set-up work will be done by the vendor or customer. ~ Vendor can not meet requirement. Not Available Kerr L'ounty Mnss Notification Sen~ices 3 L'se a' disclosure of data con~atired on Ibis page is su(~ject to the res[rictiott on the corer.rheei of Ntis proposal. ~~ 1 /8/2009 Req. .Requirement Response Comments/Explanation No. Codc G.1 General Requirements. 6.1.1 A solution designed 1 3n InstaCom is a Software as a Service specifically for mass (SaaS) solution requiring nothing notification using the SaaS more than existing PC workstations (software as a service) model with Microsoft OS Windows 2000 or so that: later and Internet Explorer 6.0 or later. 1) No hardware is required beyond existing PC The Customer Operations team is workstations with Microsoft OS Windows typically able to get customers fully 2000 and all later MS OS deployed within 30 days; however this and with Microsoft is dependant upon the speed at which Internet Explorer 6.0 or the customer organization is able to later. conduct the deplo}nncnt. 3n system implementations are a critical strength of our company; the steps are 2) Setup is fast and easy. straightforward and simple. 3) Upgrades and Routine upgrades, updates, and enhancements are enhancements are provided free of provided seamlessly at no charge on a monthly basis. Due to 3n's additional cost. unique, robust active-active architecture, we are able to offer maintenance and upgrades of the 4) A separate installation and service without any interruptions to separate maintenance is the service. 3n upgrades one of the not required for each data center facilities, veri_fi_es the integrity of the upgrade, brings the customer. facility back up, resumes the active- active environment and then repeats the process on the next facility. As a SaaS solution, InstaCom does not require separate installation and maintenance for each customer. 6.1.2 Capability to initiate calls to at 1 The 3n InstaCom solution surpasses Kerr County Mass Notification Services 4 "Use or disclosure of da(a contained on this page is subject m the restriction on the corer shoe! of this proposal. " r-' iisizoo9 ~t~-/,~.~rit~rell Req. Requirement ~ Response ~ Comments/E~planation No. Code least 10,000 contacts at one time and to deliver at least 50,000 30-second local or long-distance voice messages per hour. this requirement. However, instead of making claims of "perfect world" distribution capabilities that few customers could ever see, 3n guarantees communications with customers through Service Level Agreements that provide contracted minimum performance levels that are "burstable" and capable of taking advantage of the entire 3n system. Higher Service Levels are available for an additional fee. Because of this, 3n is also continually building capacity to support the needs of our growing customer base. The standard Service Level Agreement states that 3n will issue notification attempts to the 1st contact path after a job is submitted by the Customer. Time Duration i~oice Notification Attem" is 5 Minutes 1,000 15 Minutes 6,000 60 Minutes 40,000 Time Duration Text Notification Attem is 5 Minutes 10,000 I S Minutes 25,000 60 Minutes 100,000 6.1.3 Scalability to accommodate 1 3n's unique Software as a Service additional contacts on-demand. offering is fully scalable in all components and all tiers. We partnered with Oracle and use Oracle technology because it is the only information management solution Ket-r County Mass Notification Sen~ices 5 "Use or disclosure ~/'data ca~lained on Ibis page rs s«bjeci to she rech~iction on the corer sheep cif this pra~~osal. ~~ 1 /8/2009 Req. No. ~ Requirement Response Code Comments/Explanation proven to scale to meet all business requirements on all hardware platforms. Great care went into the design of the InstaCom system, and the choice to partner with Oracle and use Oracle database technologies as the InstaCom system platform reflects this extreme dedication to providing the finest technology solution possible. 6.1.4 Security to prevent 1 To ensure that customer information is inappropriate use and to secure, the InstaCom system and maintain the privacy of services have built-in layers of security contacts including and defense mechanisms covering all login/password authentication aspects of 3n's informational and access through https secure infrastructure, including people, communications. processes, and technology. These include physical security, network security, transmission security, application security, data security, third-party security assessment, security reinforcement through education and training, and proactive monitoring, detection, and response. Kerr County may require message recipients to use a pre-determined personal identification number (PIN) to access a phone message to prevent unauthorized access to confidential information within a message, or to confirm that the correct recipient is reacting to the message. The PIN requirement also guarantees intended recipients that their messages will not be intercepted purposefully or unintentionally by athird party. Users of the 3n SaaS application are assigned one of four roles: citizen, member, group leader, or organization Kerr County Mass Notification Services 6 "Use a' disclosarre of Bala co~~Iained on dris page is subject to the restriction on the comer sheet of this proposal. " 1 /8/2009 ~ Req. No. - ~ Requirement Response Codc - Comments/Explanation -_ ___ leader. Each role determines the level of access the user will have to the organization's profile and data and the actions the user will be able to perform via the application. 3n will not honor any requests from a member or group leader for changes to an organization's profile or for access to the organization's member or broadcast data. An organization leader grants access to a member by providing the member with an authorization code to access the system, register, and populate and/or verify the member's contact information. USER ROLES Citizen Privileges Enabled • Opt in additional contact devices to receive alerts • Opt out contact devices for alerts • Opt in or out for emergency and non-emergency alerts. Citizen Privileges Not Enabled • View the organization's profile • Access another member's or citizen's contact information • Initiate or stop broadcasts • View broadcast history • Perform any of the tasks available to a group leader or organization leader Herr county Mass Notification Sen~ices 7 °Usc or disclosure o/ data contained on this page is subje cI [n !ke resl~~iction on the coi~er~ shee[ of this pra~~osal. ~~ 1 /8/2009 -- Req. No. ~ Requirement - - - Response Code --- -- Conime~rts/Explanation _ - Men~zber Privileges Enabled • View only his/her own profile • Modify his/her personal contact information only Member Privileges Not E~iabled • View the organization's prof le • Access another member's contact information • Initiate or stop broadcasts • View broadcast history • Perform any of the tasks available to a group leader or organization leader Group Leader Privile;~es Enabled • View and edit his/her own contact information • Send broadcasts to the members in his/her group(s), the organization leader, or other members • Cancel broadcasts he/she initiates • View broadcast reports and history for the broadcasts he/she initiates via the application Group Leader Privileges Not Enabled • Create groups • View or edit the organization's profile • Delete groups or assign himself/herself to groups Kerr County Mass Notification Services 8 "Use or di.rclosw~e of data contained on this page is su~jec( to the restriction on the coder sheet of dais proposal. " I /8/2009 l'Itll~~'>!' Req. ~ Requirement Response Comments/Explanation No. ~ Code • View and edit the contact information for the members assigned to his/her group(s) Organization Leader Privileges Enabled • Create groups • Create member records • Assign members to groups • Designate group leaders • Delete groups • Deactivate members • Initiate and stop broadcasts • Stop broadcasts initiated by group leaders • View broadcast reports and history for all broadcasts initiated by anyone in the organization • Request changes to the organization's profile • Create other organization leaders Organization Leader Privileges Not Enabled • Cannot delete his/her own profile 6.1.5 Ability to initiate and deliver 1 3n provides a high-performance, notifications 24x7x365 with at scalable, and reliable system that least 99.9% availability. meets even the most demanding customer's needs. The 3n system will have a monthly broadcast availability of 99.5 % or greater. h'er~- County Mass Notification Sen~ices Use or discloseu~e o/data contained on [his page Is .S~i~Ujeci to [he resn~iclion on dre corr~r shec~l o/~Ihi.r proposal. ~~ 1/8/2009 ~Req. -- Requirement ,- Response Commerrt~/Explanation No. Code 6.1.6 Ability for the notification to 1 histaCom supports this functionality. be delivered to the first intended contact device within two minutes of the request to do so. 6.1.7 Ability to provide login audit 1 Audit tracking reports can be obtained tracking. by contacting Client Care. 6.1.8 The application can be 1 InstaCom system implementations are configured and ready for a critical strength of our company; the testing within 60 days after the steps are straightforward and simple. purchase order has been A standard implementation will received. typically take 7-12 business days to implement, depending on the customer's timeline. More sophisticated implementations may take longer depending on the customer's timeline and resource availability. 6.2 Sending Notifications 6.2.1 Ability to send notifications to 1 InstaCom allows a user to create any pre-identified recipients messages on the fly or use messages (such as employees, vendors, that have been pre-configured. This is and first responders) and to accomplished through InstaCom's geographically identified Scenario Manager feature. recipients through a standard GIS (Geographic Information To save time in an emergency System) interface. situation, the 3n system enables users to plan for a variety of "what-ifl' situations-such as hurricane or wildfire evacuation instructionsby creating and storing a set of pre- recorded messages and recipients. Users can send different notifications to citizens, first responders, and so forth in two clicks in response to a single event. Sending a scenario with a pre-recorded message takes less than 30 seconds. Ken County Mass Notification Services 10 "Use or disclosure v/~dala contained on this page is subject to the resu~iction on die comer sheet oJ~t{tis proposal. 1/S/2009 Req. Requirement Response ----- Comments/Explanation No. Cod~ 6.2.2 Ability to set up user-defined 1 - Through the use ofuser-defined field fields in the profiles of s, 3n InstaCom allows additional message recipients. Ability to information to be added for each user select message recipients based . It supports dynamic grouping based on the user-defined fields (e.g., upon filtered search criteria. The user- to send the message to people defined fields allow messages to be in a particular location or with sent to people in a particular location a particular skill or based on with particular skills for example. other user-defined criteria). 6.2.3 The ability to send "polling" 1 The InstaCom solution allows the broadcasts to pre-defined creation of notifications that maybe recipients, where a recipient is used to poll/survey recipients with a asked to respond to a question question and a number of possible or a series of questions. response options. The polling feature enables the active collection of information from recipients. Contacts hear or read the message, then select a response from up to nine different options. Message senders can enable recipients to respond with additional information such as dates, phone numbers, time of day, and more. The system compiles results on-the-fly (e.g. I can report to work immediately: 32%, etc.) for quick analysis of polling results. Results are also searchable by many criteria, including response, and can be exported to standard desktop applications. Message recipients also have the option to be transferred to different phone numbers defined by the message sender. 6.2.4 Ability to send geographic 2 This feature will be available in Q1 of polling notifications. 2009. 6.2.5 As part of the notification 1 Citizens and businesses can click a solution, provide the ability for link on the Kerr County Web site to citizens to self register correct contact data, add additional additional contact information contact paths (such as cell phone and such as a mobile number or e-mail), sign up for alerts, and specify email address. Preferably this the best way to reach them in an "`~ ~ `"~"~"'~ Mass Notification Sen~ices 11 °Use a disclosure oFdata contained on Ibis page is subjec[ [o the resiriclion on the corer sheet of this proposal. ~~ I /8/2009 Req. No. Requirement Response Code Comments/EYplanation should be accomplished emergency or for routine through a link on the Kerr communications. Through our County Web site. optional citizen alert self-registration and opt-in page, organizations provide citizens assurance that they will be notified in the event it is needed. All data that is opted in by citizens or businesses is immediately updated in the 3n system. 6.2.6 Ability to notify pre-identified 1 The 3n InstaCom Citizen Alert system recipients via: supports 18 different device types and a total of 35 delivery methods per 1. Phone (land-line, mobile, member or citizen including: home satellite) phones, business phones, cellular 2. Blackberry phones, PDA / Blackberry; email; instant messaging (SMS through both 3. PDA SMTP and SMPP), fax, TTY/TDD, 4. Text message call-in, numeric and alpha numeric (one and two way) pagers, and satellite 5. Instant message phones. The paths are customizable 6. Email allowing Kerr County to set up as many or as few of each type as needed. 7. Fax 8. 1-way and 2-way SMS The delivery methods are configurable using organization leader access and navigating the "Delivery Methods" Plus the ability to receive menu item in the "Admin Menu" of confirmations from the the InstaCom system. The following contacted device. Ability to devices (and the number of those provide for at least 8 different devices) are supported: contact numbers/addresses and • Fax-3 to receive confirmation of receipt of the message. Business Phone-4 • Text Device Unlimited (Text- - based email such as RIM Please note any exceptions to devices) the above. . Home Phone2 • Instant Messaging1 • Email Address3 Ken• County Mass Notification Services 12 "Use or rtisclosure ofdata contained on this page is suGject ro die restric/ion on the comer s/feet of (his proposal.' ]/8/2009 ~ Req. ~- Requirement ~ Response -- - __ Comments/Explanation No. Code -. • SMS Device-2 • Numeric Pager-1 • Text Device Limited1 (Two- way text pagers) • Mobile Phone3 • Other Phone-1 • Assistant's Phone-1 • One-Way SMS DeviceI • One-Way Pager Unlimited-1 • One-Way Pager Limited1 • Tap Pager-1 • International Phone-5 • TTY/TDD3 6.2.7 Ability to sequence the contact I 3n InstaCom provides the ability to paths. Ability to provide two sequence contact paths. Users may set different sequences depending up different contact path sequences on whether it is an emergency based on whether the notification is an notification or a non- emergency notification or non- emergency notification. emergency notification. 6.2.8 Ability to send notifications to 1 Users can send notifications to one or pre-defined groups of people more individuals or groups (or any where each individual within combination thereof) in a single step. the group has their own contact Kerr County may create pre-defined information and can confirm lists with an unlimited number of receipt of the message. groups and sub-groups one at a time or automatically as part of the upload process. Each individual within the group may have their own contact information and can confine receipt of the message. 6.2.9 Ability to send to selected 1 Users can send notifications to one or groups and selected individuals more individuals or groups (or any with a single message. combination thereof) in a single step. Kerr County may create an unlimited number of groups and sub-groups one at a time or automatically as part of the upload process. ~~~~~ ~uurccp Mass Notification Sernices 13 "Use or disclosru~e o/~dala coniaiaed on drr.r page is subject !v the recn~ic~ion on the corer sheep o/~~his proposal. ~~ 1/8/2009 --- Req. -- Requirement Response -- Comments/Explanation No. Code 6.2.10 Ability to create, send, and 1 InstaCom is an Internet based ACT- manage notifications from any SaaS solution, providing customers computer, using a browser, at access 24/7/365 through the online any time. system. Provided Internet access is available and an HTTPS SSL 128-Bit- enabled Web browser is used, notifications can be created and launched at any time using the online system. 6.2.11 Ability to call a live operator 1 Our team provides 24x7x365 access to 24x7x365 to create and send a live operator for creating and notifications. sending notifications. Message senders can dial atoll-free number, and an operator will either record or transcribe the message for delivery. 6.2.12 Ability to enter a message in 1 The InstaCom system supports Text- text and to have it translated to to-Speech (TTS) capabilities. When a speech (i.e., text-to-speech text message is being targeted to a function). voice path (such as a business phone or cell phone), the sender of the notification will be prompted whether or not to convert the text to speech for these devices. This is a native function in the InstaCom system. Kerr County Mass Notification Services 14 "Use or~ discloscrre ofdata co~alained on this page is subject to the reslrictiorz on the cover sheer of dais p~~opo.cal." I /8/2009 Req. ~ Requirement Response Comments/Explanation No. Code 6.2.13 Send notifications using text to -- 1 -.-_ _ _ Kerr County will have the ability to speech in Spanish, French, or deliver messages in English, Spanish, English. French, or any other language recorded by voice. For text to speech, the InstaCom system interface and voice prompts are available in 11 languages. The text-to-speech engine will pronounce your message in whichever language you select. Available languages include: • German • Swedish • Norwegian • Danish • English (US and UK) • French • Italian • Portuguese • Spanish (Europe and Latin America) Note: The text-to-speech converter does not translate text from one language to another. 6.2.14 The application shall be able to 1 3n InstaCom supports this perform as many redial functionality. attempts as requested by the user and can vary by notification. 6.2.15 Capability to confirm receipt of 1 The 3n system is designed to instantly messages and to request that receive a confirmation from any two- the message be repeated. way device. People receiving messages on one-way devices (such as fax machines or numeric pagers) may also confirm by calling a telephone number automatically provided with the message. The InstaCom system records detailed confirmation results, displaying non-confirmed statuses, Kcn• ~~ounh' Mass Notification Sen~ices 15 °Ure or disclosure ~f data contained on this page is subject [o the restriction on /he corer shee[ ~/~tlris proposal. ~~ I /8/2009 Req. Requirement Response_ CommentslEsplanation No. Code such as: "caller hung up," "busy," and "message delivered," as well as a date- and-time stamp for confirmed messages. Using the touch-tone functionality, a recipient can play a message as many times as needed to ensure complete understanding. 6.2.16 Ability to save pre-recorded 1 InstaCom's Scenario Manager enables voice and text messages for users to plan for "what if' situations later use. by creating and storing a set of pre- recorded messages and recipients. In response to a single event, users can send different notifications to citizens, first responders, etc. in two clicks. Sending a scenario with apre-recorded message takes less than 30 seconds. 6.2.17 Ability to re-send a notification 1 With a single click, users can easily to only those who did not rebroadcast a message only to those respond to the original who did not confine or were notification. unreachable. There is no need to repeat the whole message creation process. 6.2.18 Ability to record a message 1 InstaCom's Call-in Bulletin Board which employees can then feature allows Kerr County to post a access by calling a toll-free recorded message that any or all of number. your audiences may access by calling a toll-free number. 6.2.19 Ability to automatically request 1 InstaCom supports up to 96 that at least 90 employees join simultaneous conference-call a conference call when they participants. Users may invite others receive a notification and press to join a conference call through the a key on their telephone. 3n system. If the invitation is accepted via phone, contacts will be automatically connected to the conference call. If the invitation is received or accepted via a text path, ~I the telephone number and access code Kerr County Mass Notification Sen~ices 16 "Use or disclosure of data contained on this page is sarbjecl to dre r'estr'ictioie on the corer sheet of this proposal. ~~ I /8/2009 Req. Requirement Response Comments/E~planation I No. -- Code _ of the conference call will be provided so that contacts join the call by phone. Customers typically use the 3n supplied conferencing system. However, 3n is also able to connect to most commercial conferencing systems today allowing customers to use their own conference provider if desired. 6.2.20 Ability to send notifications at 1 The 3n system utilizes "rotational the same time to the same or contact methodology." This allows different recipients. various contact paths to be set for each member, and instead of contacting all devices at once, the InstaCom system will cycle through each available device for the member until confirmation is received. This effectively reduces the number of calls that have to be placed for any given notification and provides a methodical way to contact the user, without "blasting" all of their devices simultaneously. In addition, priorities can be set for each type of notification (standard and emergency) and the devices for any user can be contacted in a specific order for each type. Any devices that a target member did not respond on will only be retried if the user does not confirm on another delivery path or if an additional Contact Cycle is set within the notification deplo}nnent options. 6.2.21 Ability to set up recurring 1 In addition to sending a message notifications. immediately, the user can also choose to schedule a message to go out at a specific date and time or as a recurring message to be sent daily, weekly, or monthly. These functions are standard and are easily managed/set on the user interface screen (online) or with the Kerr County Mass Notification Services 17 "Use or disclosure of data contains d on ibis ~a,~e is subjc c[ to ilre resu~ic[iorr on the corer shoe! of Nri.r proposal. ~~ 1 /8/2009 Req. Requirerr~ent ~ Respanse CornmentslE~plana~ion No. Code -- --- live call center operator (call-in). 6.2.22 Ability to override call- 1 The 3n InstaCom mass notification blocking. system has been designed to circumvent many call blocking systems; but 3n cannot guarantee the ability to be able to work with all of them. 6.2.23 Ability to notify those with 1 3n InstaCom supports this special needs through TTY. functionality. 6.2.24 Ability to record messages that 1 InstaCom's Call-in Bulletin Board can then be accessed via toll- feature allows Kerr County to post a free call-in. recorded message that any or all of your audiences may access by calling a toll-free number. 6.2.25 Ability to escalate messages 1 When the intended recipient does not when the intended recipient has acknowledge receipt, critical messages not confirmed receipt of a sometimes require escalation, or message (with at least three forwarding, through the appropriate levels ofperson-to-person). chain of command until the message is received and confirmed. Each contact may have up to three levels of escalation. 6.2.26 Ability to set up "quota 1 The InstaCom mass notification notifications" that end after a system provides the ability to do pre-determined number of quota-based notifications that provide confirmations are received and customers the ability to specify a then contact those who confirm number of positions to he filled. The after the quota is reached to quota notification will then start inform them that they are no contacting the pool of candidates until longer needed. enough successful responses are provided to fill the quota count. Once the quota is filled, the system will automatically stop calling the group. Individuals that confirm after the quota is reached will be contacted again to inform them that they are no longer needed. 6.2.27 Ability to customize the 1 Users may set the system to use a telephone number display number of their choice to show in the Kerr County Mass Notification Services 18 "Use o~~ disclosu~~e of dam co~~tai~~ed on this pale is subject (o the r~eslriction on the corer sheet of dais proposal. " 1 /8/2009 Req. Requirement Respon e Comments/Etplanation No. Code (caller ID) for voice messages recipient's caller ID for voice and the email address for text notifications, increasing the likelihood messages. that recipients will answer the call. Email addresses for text messages can also be customized. 6.2.28 Ability to customize the 1 Kerr County may use the default greeting that precedes a system greeting or create a branded message delivered by voice. greeting to announce all calls. Customized greetings improve the recipient experience and the County's results by increasing the likelihood that recipients will listen to the message rather than dismissing it as a telemarketing call. 6.2.29 Can provide a library of 1 At this time 3n only provides the message maps to incorporate industry leading Pandemic Message into notifications. Please list Mapping platform designed by Dr available message libraries and Robert Chandler but offers best number of available maps for practice guidelines to assist in each (e.g., pandemics, customer development of customer earthquakes, hurricanes, etc.). specific maps. 6.3 Selecting Geographic Areas 6.3.1 Ability to search for a 1 Users may select a geographic region geographic location using the for the broadcast by designating an following criteria: address, street name, streets/cross 1. Address streets, community/city, ZIP code, or radius from a specific point. For more 2. Street Name sophisticated searches, Kerr County 3. Streets/Cross Streets may use the polygon drawing tool to select a neighborhood or other 4. Community/City location. 3n hlstaCom Citizen Alert displays the number of contacts within the region for full, pre-broadcast Search criteria is not case visibility. sensitive. An indicator shows when a search is in progress and completed. If no records Search criteria is not case sensitive, match, a "no match found" and a message indicating no matches message is displayed. found lets the user know there were no matching records. Kerr County Mass Notification Sen~ices 19 L'se or disclosure o/data conlnined on Ibis pngc~ is subjec! to the resb~iction on die corer she el o/'dais proposal. ~~ 1 /8/2009 Req. Requirement Response Co~nrnents/Explanation i~To. coati 6.3.2 When the search is complete, 1 hlstaCom supports this functionality. the result is highlighted on the map. 6.3.3 Search capabilities using 1 InstaCom GIS utilizes Soundex for Soundex. searching street names, cities, etc. For example, if a user searches for "Brand'' the system will pull up "Brand Boulevard." 6.3.4 If more than one record 1 InstaCom supports this functionality. matches the search, the records are sorted and provide options for determining the correct record. 6.3.5 Ability to send notifications to 1 As previously noted in our response to a selected area by ZIP code. 6.3.1, InstaCom Citizen Alert supports this functionality. 6.3.6 Ability to identify a geographic 1 As previously noted in our response to area defined by an address and 6.3.1, InstaCom Citizen Alert supports a radius around that address. this functionality. 6.3.7 Ability to select a street 1 As previously noted in our response to segment by selecting a street 6.3.1, hlstaCom Citizen Alert supports name and two cross-street this functionality. names. 6.3.8 Ability to use an interactive 1 InstaCom Citizen Alert is a fully map through a standard GIS interactive solution that provides the format to select a geographic requested functionality. area using polygons/drawing tools. Interactive map functions should include zoom in/out using zoom buttons and using pre-defined zoom levels (e.g., street, city, state, country), movement north, south, east, and west. 6.3.9 The ability to add organization- 1 With the ability to add custom layers, specific custom layers to maps Kerr County can easily view in order to target organization-specific data-such as communications more the location of hospitals, police Kerr County Mass Notification Services 20 "Use a' disc/osure oJdata contained on this page is s~~rbject to die restriction on the comer sheet of this proposal. " 1/8/2009 Req. Requirement Response Comments/E~planation No. - - --- Code -- - precisely and effectively plus stations, utility poles, fire hydrants, the ability to view/hide pre- etc.-to target communications more defined map layers. For precisely and effectively. example, location of power stations, utility poles, fire hydrants, police stations, fire stations, government offices, schools, etc.) 6.3.10 Ability to import pre-existing 2 This feature is scheduled for launch in shapefiles polygons (e.g., Q1 of 2009. neighborhood boundaries) from other applications to quickly select a geographic area. Please describe the way in which the requirement will be met. 6.3.11 Ability to use existing ESRI 1 3n InstaCom supports this GIS data and the latest ESRI functionality. IMS and SDE versions (currently 9.2). 6.3.12 Ability to save selected 2 This feature is scheduled for launch in geographic "activation" areas Q1 of 2009. and scenarios. 6.3.1 3 NO 6.3.1 3 IN THE RFP ------ ------------------------------------------- 6.3.14 Ability to directly acquire and 1 InstaCom Citizen Alert integrates the provide citizen contact 3n mass notification system with geo- information for the required coded contact data that can be areas with authorization from uploaded from local telephone Kerr County. companies and intelligent street centerline data from Tele At1asOO. It then leverages ArcGIS iz from ESRI, the industry-standard GIS software, to geographically select an area or region and dial all of the telephone numbers and contact paths within the specified area. The 3n InstaCom GIS can address geo type notifications in a number of ways for the County. 3n will provide the public white pages data to the County for citizen notification purposes. 3n can also Kerr ~oun~' Muss Notificcrt~on Scrrues 21 "Use or disclosure gfdata contained un phis page is subjrcl to the resb~iction on lhc~ corer shed! o/This proposal. ~~ vsizoo9 Rea. T ( Requirement Response --- - - Comments/Explanation No. Code accept geo-coded shape files provided by Kerr County in cases where the County may feel your GIS information may be more accurate than the mapping utilized from Tele Atlas of Google. 6.4 Reporting 6.4.1 Ability to view notification 1 The "Notification Dashboard'' is a results data in real time while a reporting system that tracks notification is in progress and notifications in real time. The system after it is completed. synthesizes broadcast data in real time to display compiled results in a clear, easy-to-read interface for quick, informed decision-making. The dashboard reporting screen automatically refreshes every 60 seconds, or it can be manually refreshed while the broadcast is active to provide up-to-the-second information. Officials can easily access detail-level reporting to see who has received and confirmed messages and who has not. 6.4.2 Notification broadcast results 1 The Detailed Broadcast Report reports contain the following provides detailed breakdowns of each information: notification sent. These reports are a. Name of the broadcast available online through the Web- based administration console. They b. Date/time of the broadcast can also be automatically emailed or c. Name of the person who faxed at the conclusion of a broadcast. initiated the broadcast. Call results shown include: d. Number of redial attempts Call Result Meaning requested by initiator. Connected- A date/time stamp e. Summary statistics Confirmed is generated when including total contacts, the recipient total confirming confirmed delivery receipt/not confirming of the message. receipt, % confirming/not Connected- The message was confirming receipt. If a Machine- delivered to an Kerr County Mass Notification Services 22 "Use or disclosure of data contained on dris pale is subject to tl~e resU~ictiau on the cover sheet of dris proposal. " I /8/2009 ~ j~'X /'lt1l~+E'/ Req. No• - - Requirement -- Response Code Comments/Explanation polling broadcast, a total __ _. Delivered answering machine for each response. or voicemail. f. Detailed calling information including call Connected- The recipient hung result of each ATTEMPT Member up before hearing within the broadcast, Hung Up the message. including the addresses Connected- The recipient and associated phone Message- pressed "1" to hear numbers attempted, the Delivered the message and attempt number (if listened to the multiple attempts/re-dials entire message. are requested) and the When asked to result: confirm, he or she a. Confirmed (with hung up without date/time) confirming. b. Busy Fax Not No confirmation c. No Answer Confirmed was received for the fax notification. d. Voicemail Not No person, Connected- answering No Answer machine, or voicemail answered the phone notification. Not Not connected, no Connected ringback occurred. No Ringback Not The phone number Connected- was out of service. Out of Service Not Not connected due Connected- to a busy phone Line Busy line. Restricted Not dialed (bad tter-r Lounti' Mass NotificationSeri~ices 23 "Use or disclosure ofda[a con[aincd ou Ibis pn,e is .rufiject [o the restriction on the corer sheer o/ this proposal. ~~ 1 /b/2009 Req. Requirement ~Respnnse Comments/Explanation No. Code Number phone number). No contact The contact path path/priority defined does not defined exist for the member. 6.4.3 Ability to view broadcast 1 3n InstaCom supports this results by either confirmed or functionality. The table in our non-confirmed responses or response to 6.4.2 indicates broadcast both. results Kerr County may view. 6.4.4 Ability to capture and view 1 The I11staCom system's polling feature "polled" responses whether enables the active collection of they are selected responses information from recipients. Contacts (e.g., press 1 for yes; press 2 hear or read the message, then select a for no) or an information response from up to nine different response to a polling question options. Message senders can enable (e.g., a phone number, a date, recipients to respond with additional or a quantity). information such as dates, phone numbers, time of day, and more. The system compiles results on-the-fly (e.g. I can report to work immediately: 32%, etc.) for quick analysis of polling results. Results are also searchable by many criteria, including response, and can be exported to standard desktop applications. Message recipients also have the option to be transferred to different phone numbers defined by the message sender. 6.4.5 Ability to produce ad hoc 1 The InstaCom mass notification reports using all application system offers ad hoc reporting, which data. enables the County to create customized reports to fit specific needs. Within a minute or two, users can have specific data that can provide answers to questions such as "How many broadcasts did we send in June?" or that simply presents awell- organized view of the organization's member or group information. Custom reports can be saved, printed, and Kerr County Mass Notification Services 24 "Use or disclosure of data contained on This page is subject to the restriclron on the corer sheet of this proposal. '~ 1 /8/2009 Req. Requirement ~ Response Comments/Explanation No. Code emailed. __ -- 6.4.6 Ability to track and report on 1 3n's InstaCom Ad Hoc reporting user-defined fields for pre- module provides the ability to track defined users (such as division and report on user-defined fields or building location). . 6.4.7 Ability to export all report data 1 Reports can be exported to standard in CSV, HTML, or PDF desktop applications, including CSV format. , HTML, and PDF formats. 6.5`Cont act Information Import Capabil ities 6.5.1 Ability to import employee 1 3n InstaCom integrates with industry- contact information from an leading HRMS and ERP systems, existing database (e.g., directory services, and business PeopleSoft/Oracle HR). continuity planning systems. HRMS and ERP systems, such as: • Lawson • Oracle/PeopleSoft/Siebel • SAP Directory services such as: • Active Directory • Open Directory • Oracle Internet Directory Business continuity planning systems such as: • eBRP's ToolKit suite • TAMP's Disaster Recovery System • Strohl's LDRPS • Strategic BCP's ResilienceONE 6.5.2 Ability to upload other contact 1 The 3n Web-based portal allows for data in .CSV format. Ability to multiple ways to upload data to the upload group and escalation system. At the simplest level i nformation in the same upload , customers can manually input data for Kerr County Mass Notification Services 25 "Usc~ or discloserrc~ ofdcua contained on Ibis page is subjcz'[ ro the rern~ic/ion a~ /hc comer sheet o/~ihis proposal ~~ 1 /8/2009 Req. No. Requirement ~ Response Codc Comments/Explanation ~ process. each recipient. 3n also supports the ability to upload multiple recipient entries through the use of CSV formatted files. However, the most common method of uploading data is through our API processes that allow municipal organizations to automatically upload directly into the 3n system. Member Manager automates the process of maintaining member data in the 3n mass notification system. This tool runs right from your desktop and accelerates the time it takes to add, change, or delete member data by enabling scheduled updates without user intervention. 3n's Member API enables subscribers who already maintain their contact data in an employee directory, ERP system, or human resource system to electronically manage the 3n member list. Manage contacts and groups within the 3n mass notification system through the API on-demand or on a regularly scheduled basis. With 3n's Member Profile API, you can give your system members the ability to view a,~,d update their profiles (including contact information and preferences) from within your secure internal system. 6.5.3 Ability to update multiple I The InstaCom system is capable of records with data export and accepting member contact data from import capabilities. many backend data systems such as Microsoft Active Directory, Microsoft Exchange, PeopleSoft, SAP, etc. The 3n system supports the industry standard format Comma Separated Value (CSV) file. This enables the 3n system to support data imports from Kerr County Mass Notif cation Services 26 "Use or disclosure of data contained on this page is subject to the restriction on the comer sheet of tfris proposal. " ~r+ I /8/2009 `imple~rt~r~t~ell Req. Requirement Response ~ Comments/Explanation No, Code _ -- any backend data system which can export to the CSV format. Our team provides our clients with five methods and all five options can be used in parallel and can be leveraged interchangeably to support multiple data origination sources. Team creation is automated through the data import process, which provides standardization of team naming conventions. Automated Options Include: Member Manager (Data Migration Wizard): Automate the data upload and/or synchronization with client's data source (any data store such as an ERP system, Microsoft Active Directory, or other source) to add, modify, and delete contact data on an hourly, daily, weekly, bi-weekly, or monthly frequency. API Data Integration: Add, modify, and delete automation support, which requires SOAP API programming for optional real- time synchronization. 6.6 Customer Service & User Documentation 6.6.1 Online documentation is I Online documentation is included as provided and is understandable part of the system in the standard by non-technical users. offering. In addition to the online documentation, 3n provides ongoing Webinars, which are conducted monthly and are included in the annual subscription costs. 6.6.2 Available customer service 1 The Client Care Support Desk is 24x7x365 for emergency available 7 days a week, 365 days a service calls and at least 10 year by dialing a toll-free number hours a day for non-emergency (866-436-4911). After hours there is service calls. an emergency line available for urgent Ken County Mass Notification Sen~ices 27 °Llce or disclosure oJ~dala contained on dais page i.r suC~jeci to the ~~csiriclion a~ the corer'shee~ q/Ihis proposal. ~~ 1 /8/2009 ;dim, p-/~xE~rrrr~-ell - Req. - --- _ _ - ~ Requirement Response Comnients/Explanation No. ~ Lode assistance. Any authorized user needing assistance from a remote- location can access the live operator 24-hour helpdesk from a telephone, cell phone or computer. Section 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. InstaCom Citizen Alert utilizes Microsoft OS Windows 2000 and all later operating systems and Microsoft Internet Explorer 6.0 or later. No additional hardware is required beyond your existing PC workstations as long as they meet these requirements. From the field, Kerr County will be able to access the 3n InstaCom GIS system from any Internet-connected computer-from anywhere, at any time. B. Training: Describe how the Respondent proposes to furnish initial and follow-up training to Kerr County. While on-site training is available, most customers prefer Web-based training. The cost for Web-based training is included in the pricing provided in our proposal, and it reduces travel costs for the customer. Typical training requires 4- 6hours. Additional training is available either through apre-purchased agreement or on an ad hoc basis. Topics covered include initiation of all notification types (Polling, Conference, Quota, Call-In), and managing all notification types. All functions of scenarios: creating, sending, and managing. Administrators are trained on all administrative functions including: member roles, adding and managing members, groups, and all reporting functions. After the customer requirements are collected, 3n provides the customer with the following implementation reference documents: • New Customer Implementation Steps • System Requirements Kerr County Mass Notification Services 28 "Use or disclosure ofda(a contained oiv thrs page is st~bjecl to the resu-ic[ion on the corer sheet ofllris proposal. ~~ 1 /8/2009 L' 1'lltll /~' • System Security • Upload Member sample spreadsheet and specifications Our team's model of training is to "train-the-trainer," with the goal of teaching key users to fully utilize and manipulate the system. As such, all trainees must demonstrate a comprehensive understanding of 3n system operation and capabilities before Client Care considers training complete. Additional training is available either through apre-purchased agreement or on an ad hoc basis. In addition, County staff may participate in ongoing Web-based training sessions which are conducted monthly by our team and included in the annual subscription costs. C. Usability: Has your system undergone a usability test? Please provide most recent usability test report. Yes, 3n InstaCom has undergone usability testing. 3n conducts usability tests to gauge and improve the ease of use of the system for non-technical users in any situation. In our most recent usability study, test subjects with no prior experience with the 3n system were run through a series of scenarios requiring their unaided use of the system. Results of the tests were aggregated based on observational research, comments from participants throughout the test, and apost-test survey. In the most recent `~r++' usability test of the system, untrained users were able to send a notification from the system in 3.5 minutes the first time they accessed the system. Participants sent a message in just over one minute the second time through. We review combined results to identify areas where we can make the system easier and more efficient to learn and use, and implement these in our product development processes. We are currently working on another usability exercise. D. System Reliability: a. What is your system availability for initiating and sending voice and text notifications? Instead of making claims of "perfect world" distribution capabilities that few customers could ever see, 3n guarantees communications with customers through Service Level Agreements that provide contracted minimum performance levels that are "burstable "and capable of taking advantage of the entire 3n system. Higher Service Levels are available for an additional fee. Because of this, 3n is also continually building capacity to support the needs of our growing customer base. The standard Service Level Agreement states that 3n will issue notification attempts to the 1st contact path after a job is submitted by the Customer. Kej•r~ County Mass Notification Serriccs 29 "Use or disclosure ojdala contained on this page is subject Iv the resiric[ion on die corer sheet o/lhi.r pr~op~caL ~~ I /A/2009 'Time Duration Voice Notification Attempts 5 Minutes 1,000 15 Minutes 6,000 60 Minutes 40,000 'l'ime Duration Text Notification Attempts 5 Minutes 10,000 15 Minutes 25,000 60 Minutes 100,000 b. Does your company offer a Service Level Agreement for performance? If yes, please include. Yes, our team offers a Service Level Agreement (SLA) for performance. Please see the attached SLA. c. Does your company have multiple geo-dispersed data centers? Please describe. Our team employs two data centers for all its test and production systems in an active-active configuration. Data is continuously replicated between the California and Colorado sites, and each site can provide the full range of our services. If service is disrupted at either site, all traffic is dynamically rerouted to the other site so that 3n's systems remain constantly available. Each site is designed with full redundancy from top to bottom. Dual network uplinks feed dual routers, fully meshed with dual load balancers, which secure the front-end network with tight controls. Each tier of servers are clustered using Oracle's Real Application Clusters (RAC j, which allows for real-time load balancing and failover between nodes, and affords easy scalability to meet increasing demand. i. System configuration (e.g., primary/backup, active-active, standby). What is the process for failover? As previously noted, our data centers are maintained in an active- active configuration. With active-active data centers, data is continuously replicated between data center locations. If service is disrupted at a data center location, all traffic is dynamically rerouted to a different site so that 3n's systems remain continuously available with none of the time delays Ken County Mass Notification Services 30 "Use or disclosure of data container! on this pale is strbjea to the resb~ictio» on the cover sheet of this proposal. '~ 1 /8/2009 associated with notification solutions that fail over. 3n's ACT- - SaaS mass notification system gives customers dedicated availability plus access to additional communication resources across multiple data centers, ensuring the highest level of message throughput-several times faster than on-premise or ASP solutions, which are limited by port capacity or server access in a single data center. 3n maintains all aspects of the system infrastructure, avoiding problems caused by notification solutions that depend on third-party technology to deliver messages. ii. If your system uses a failover configuration or standby, is there any network or telephone capacity loss and what is it? The 3n data centers operate in an active-active configuration utilizing Oracle Streams for continuous data replication. Data is actively replicated between the sites every 15 milliseconds, and each site can provide the full range of 3n services. If service is disrupted at any individual site, all traffic is dynamically rerouted to a different site so that 3n's systems remain constantly available. This provides our customers with a high level of service without the downtime associated with traditional recovery approaches. 3n's unique active-active configuration allows organizations to focus on business continuity, while solutions that are configured using a fail-over methodology are better suited to disaster recovery situations. iii. If the system fails over, what steps are required on the customer side to continue operations? Because of 3n's system architecture, there are no steps required by the customer to continue operations in the event of a system failover. In the event of a service disruption, all traffic would be automatically rerouted to a different site. The failover would be virtually invisible to the customer. iv. Are all system components in multiple data centers? Yes, all system components are in multiple data centers. Please describe the level of redundancy, including: 1. Application Database 3n, in connection with Oracle, Qwest and AT&T, hosts and manages the solution and continually upgrades all computer hardware, software and communications lines. The 3n architecture Ken C'ounry Mass Notification Services 31 "Use or disclosure ~/~da1a contained az dais page is subject [o the restr~icGion on Nie comer shec! of this proposal. ~~ 1 /8/2009 uses standard Intel based servers, and an Oracle/Red Hat Linux application including database, applications servers, and Web servers. In addition, EMC is used for the Storage Area Network. The three companies provide secure, continuous access to data that is backed up daily at numerous locations in an active-active configuration. Redundancy and multiple phone carriers eliminate a single point of failure crucial to the nature of an emergency notification system. The 3n system is housed and maintained by one of the most technologically advanced and protected data center facilities in the world and was built with multiple redundancies. These facilities are SAS 70 Type II certified and there is no single point of failure within the entire system. Hardware is continuously monitored and updated as new technology becomes available. Additionally, multiple telephone companies are utilized to ensure users of system accessibility at any time. 2. Application Servers Each site is designed with full redundancy from top to bottom. Dual network uplinks feed dual routers, fully meshed with dual load balancers, which secure the front-end network with tight controls. Each tier of servers are clustered using Oracle's Real Application Clusters (RAC), which allows for real-time load balancing and failover between nodes, and affords easy scalability to meet increasing demand. 3. Web Servers As previously stated, the 3n architecture uses an Oracle/Red Hat Linux application including database, application servers, and Web servers. In addition; EMC is used for the Storage Area Network. The three companies provide secure, continuous access to data that is backed up daily at numerous locations in an active-active configuration. 4. Telephony Servers Each of 3n's data centers includes a cluster of dedicated telephony servers. Each telephony server operates in parallel, independently polling the database for outstanding calls to be made. If one or more servers were to fail, the others would continue to function unaffected by the outage, and would continue processing until all outstanding calls had been placed. Even if all of the telephony servers at one site were to fail, our overflow configuration would Kerr County Mass Notification Services 32 `Use a~ disclosure ofdata contained on this page is subject to the restriction on the comer sheet ojthis proposal. I /8/2009 route the calls through the telephony servers at our other site which are fully capable of meeting all customer service level agreements. d. Are your data centers co-located at the telecommunications point of presence? Yes, our data centers are 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 facility. Please disclose whether or not your facilities have this certification. Describe your physical security. The 3n system is housed and maintained by one of the most technologically advanced and protected data center facilities in the world and was built with multiple redundancies. These facilities are SAS 70 Type II certified and there is no single point of failure within the entire system. Hardware is continuously monitored and updated as new technology becomes available. Physical Security at Data Centers 3n uses Qwest Communications' co-location services, which provide reliable, secure, and scalable co-location services. Qwest provides physical security, access and authentication controls, and routers and firewalls. Security controls include: • On-site security personnel who monitor Qwest's hosting facilities 24 hours a day, 365 days a year, including indoor and outdoor video surveillance • Entrances and exits protected by automated alarm systems • Video surveillance cameras that monitor activity in every aisle • Access to the facility limited to employees working within the CyberCenter and those who have authorization for limited access on an as-needed basis Lerr ~o~-inry Mass Notification Semites 33 "Use or disclosure ofdn[a cantnined on this page is suhjcc[ to the resn~iclion ora the corer sheet ojlhis pro~~osal. 1 /8/2009 • Authorized 3n employees are required to authenticate their access via biometric scanners located in the CyberCenter hosting common areas (HCA). These scanners require handprint analysis and a personal identification number (PIN) before entry into the raised floor area is granted to 3n employees. • Authorized 3n employees on-site for maintenance or repairs to 3n systems are escorted to their specific rack or cage and are monitored by video cameras. 3n employees do not have the keys to the computer cage. • All visitors must submit to a bag search (e.g. purses, etc.) before they are permitted to enter the facility. • Laptop computers must be registered with security personnel before they can be taken into the facility. • Data exchange over the Internet using Secure Sockets Layer (SSL) • 128 bit SSL certificate from VeriSign • Firewalls are locked down to only allow access via HTTPS, SMTP (for mail), and DNS (our name servers). • Our VPN server authenticates administrative access and the connection is always encrypted. • No direct access from the public is allowed to any 3n application or database servers. • Servers are hardened, meaning that no extraneous services are allowed to run on them. • Access among the servers exposed to the public (e.g. Web servers) and any other servers on the site (e.g. database servers) is controlled through access control lists. Any non- required access is denied. • Persons using remote, e.g. dial-in ISDN wireless, VPN or other public switched network access for maintenance and/or administrative purposes are individually identified and authenticated by an independent, dedicated access control device that is part of the network authentication infrastructure. 3n requires that all of its employees and representatives who will perform work for 3n or who have access to Client Information Resources are covered by a binding nondisclosure agreement. Kerr County Mass Notification Services 34 "Use or disclosure of data contained on this pave is subject to the reslric/ion on the corer sheet of this proposal. " 1 /8/2009 Physical Security at 3n Corporate Offices There are three levels of access control to the 3n company headquarters: lobby security personnel, secured elevator access, and employee access cards. Building security personnel challenge all visitors in the lobby and control access to the building's stairwells and elevators. All employees are issued access cards that are encoded to access the elevators, stairwells, and the company suite. The issuance of access cards is controlled by a designated company employee, and all requests for access cards must be approved by a senior company executive and must be presented to building security. Non-employees (vendors, visitors, and customers) must sign in at the lobby desk. Building security must enable an elevator to take the non-employee to the proper building floor. Non-employees must request access to the company's suite via an intercom that is positioned just outside the main suite doors. All visitors and vendors are escorted by a 3n employee at all times inside the company suite. ii. Network: Describe your network security Network security is based on the principle of "hide everything, control all access." Firewalls are locked down to allow access only via https and smtp (for mail) and DNS (our name servers). Administrative access is authenticated by the VPN server and is encrypted. No direct access from the public is allowed to any 3n application or database servers. Servers are locked down; no extraneous services are allowed to run on them. iii. Transmission: Describe your transmission security. For transmission security, SSL (Secure Sockets Layer) protocol is used to transmit via the Internet. 3n's 128 bit SSL certificate was obtained by VeriSign. iv. Database: In which database is your customers' data stored (e.g., Oracle, SQL Server, etc.) Describe your database security. 3n partnered with Oracle and uses Oracle technologies because it is the only information management solution proven to scale to meet all business requirements on all hardware platforms. Great care went into the design of the 3n system, and the choice to partner with Oracle and use Oracle database technologies as the InstaCom ,-" Kerr County Mass Notification Services 35 °Usc or disclosure o/data coruained on dris pa,~~e is subject [o the resb~ic~ion on die corer sheet o~~lhis proposal ~~ 1 /8/2009 system platform reflects this extreme dedication to providing the finest technology solution possible. To ensure database security, passwords are encrypted using DES3. All other customer data is segregated using logical partitions. b. Has your staff undergone Personnel Security Training? If so, describe the training. Yes. Staff are required to complete an information security test every six months to refresh and maintain physical and data security within 3n. This training covers the following topics: • Identification of basic information security terminology and concepts. • Password security options. • Explanations and testing of why backing up data is an essential information security practice. • Explanation of the importance of physical security, including securing the workplace, laptop and paper documents. • Description of social engineering and explain how to keep sensitive or proprietary information secure. • Explanation of what staff can do to protect privacy. c. Has your system solution undergone a security audit and/or test? If so, please provide the most recent security audit/test report. Yes. 3n undergoes periodic security audits that include ethical hacks against our production systems. Additional information can be provided under mutual NDA. d. Have your employees had security clearance cheeks and investigations? Please describe security clearance checks and investigations your employees have completed. Yes. The current 3n background check includes the following: • Address Verification • Social security Number Confirmation • Driving Records • Courts of General Jurisdiction (Felony index, 7-year scope) • Tax Lien and Judgment Filings (10-year scope) • Bankruptcy Fillings (Statewide) • Consumer Credit Report Summary Kerr County Mass NotiFcation Services 36 "Use or disclosure of data conlained o~1 lhis page rs 5~crbjec! to dre reslriclio~r vn the corer sheet of this proposal. ~~ 1 /8/2009 • Court of General Jurisdiction Civil Records (7-year scope) • Education verification (Highest Degree) • Professional License/ Certificate Verification • Employment verification (Three prior employers) • Criminal Misdemeanors (7-year scope) Kerr C'ounry Mass Notification Ser~~iccs 37 "Use a~ disclosure of data contained on this pave is subjec[ to the reslrictron a~ [he corer sheet o/~llus propo.ra/. ~~ 1 /8/2009 5.5 Implementation Schedule • Provide a schedule of events that clearly indicates the time sequence for tasks that are required to perform major components of the implementation. See Section 7 of this RFP, for more detailed instructions. 5. ~ /ntroduction A Client Care representative will manage Kerr County's implementation from beginning to end, ensuring that Kerr County receives personalized attention when necessary and has a single point of contact. The InstaCom implementation process and timeline is quick and easy. InstaCom implementations are a critical strength of our company; the steps are straightforward and simple. A standard implementation will typically take seven to twelve business days, depending on Kerr County's timeline. More sophisticated implementations may take longer depending on the timeline and resource availability. Critical to a successful implementation is an environment where both our team and Kerr r+" County have clear responsibilities, and where project communications flow openly. 3n InstaCom Citizen Alert with GIS implementations Generally, subscribing organizations obtain data sources they prefer such as emergency data from local telephone companies. 3n can, upon request provide other non-emergency data such as White Page information should supplementation be required. Kerr County must provide GIS data they would like to use to 3n to geo-code in the 3n InstaCom Citizen Alert system. The data is then mapped so that when an area on a map is selected, all telephone numbers that are within the selected area are called during a broadcast. The amount of time required to geo-code depends on the number of records and how accurate the data is. 3n will flag data errors that require customer correction. Error correction could extend the typical implementation date; however, Kerr County has the option to begin using the system to communicate to internal employees, and then roll out geo-notifications when ready. Implementation process: 1. Client Care representative consults with Kerr County to determine detailed needs and planned usage. 2. Review of current contact data for Kerr County, including method of collection, frequency of updates, and requirements for relationship-based notifications. Kerr County Mass Notification Sen~ices 1 Usc~ or disc/osure o/~datu contained on This pa,;c~ is suhjec! to !hc resb'iction on die comer sheet o/'ibis proposal. ~~ Our team understands the Kerr County Mass Notification Services RFP requires the following: 1 /8/2009 '~i-lfl~~~~E.'X-f Ilf/~~'~~ 3. Identification of on-site administration and technical contact at Kerr County for data management and desktop issues. The Client Care department will work with Kerr County contacts to resolve contact management and on-site hardware/software issues. 4. Identification of Kerr County "organization leaders" 5. Confirmation that Kerr County administrator(s) and organization leader(s) have the minimum hardware and software configuration for accessing the Web-based application. 6. The Client Care department will set up the organization in the 3n system. 7. The Client Care department will facilitate the registration of Kerr County organization leaders. 8. The Client Care department will facilitate the upload of personnel and contact data into the 3n system. 9. The Client Care department will manage contact data geo-coding (through 3n's IT team) in the 3n system. (3n InstaCom Citizen Alert with GIS only) 10. The Client Care department will identify training requirements and provide training to Kerr County trainers. 11. The Client Care department will identify project acceptance criteria and coordinate acceptance test. 12. The Client Care department will review escalation procedures and 24x7 support information with Kerr County organization leaders. Our Client Care will provide customer satisfaction follow-up and support. The Client Care team has direct access to the 3n technical team for escalation of technical issues. 5.2Schedule The Customer Operations team is typically able to get customers fully deployed within 30 days, however this is dependent upon the speed at which the customer organization is able to conduct the deployment. Our Customer Support team will provide customer satisfaction follow-up and production support. The Customer Support team has direct access to the 3n technical team for escalation of technical issues. Below is the estimated time frame to complete the implementation steps. Please note that the total system implementation timeframe will be dependent on Kerr County completing their activities listed below. During the initial requirements gathering, 3n and Kerr County can finalize the dates and times for these project tasks. Kerr County Muss Noufrcutinn Sen~ices 2 "Use or disclosilre n/~dala contained on this page is suhjecl (o the resUictian on Uie corer sheet ~f (hi.c proposal ~~ 1 /8/?009 Implementation Schedule l / t f J. t ~ E' X fir /' l ~ /l ~' /I Implementation Task (Performed by 3n) Estimated` Duration 1 Analysis and Information Gathering 4-6 days 2 Configuration & Set U 3-5 days 3 Format data for upload 2-4 days 4 Geo-code data (This process can run concurrently with others.) 30 days 5 U load client data into the 3n Mass Notification System 2 days 6 Verify Production Set a 1-2 days 7 Train Trainers/Key Users 2-3 days 8 3n Mass Notification System GO-LNE 0 days 9 Post Implementation Review 2 days 3n Mass Notification S stem Irv lementation 16-30 da' s Implementation Task (Performed by the County with 3n-Support) Total Duration 1 Provide Requirements Information TBD 2 Provide 911 data TBD 3 Pull data from databases TBD 4 Identify Organizational Leaders and Grou Leaders TBD 5 Build Test Plan TBD 6 Provide data for first upload TBD 7 Verify Production Set a TBD 8 Train Trainers/Key Users TBD 9 3n Mass Notification System GO-LIVE TBD 10 Test 3n Mass Notification System TBD 11 Post Irv lementation Review TBD 3n Mass Notification System Irv lementation TBD Kerr L'ounry Mass Notification Services 3 "Use or disclosm'e o/data con(ained ora this page is su1?ject to the i~crU~iclion on the corer shee! q~ihis proposal. ~~ 1 /8/2009 ,,~/e~rt~~+e!/ 5.6 Pricing: Provide pricing information. See Section 8 of this RFP ,for more detailed instructions. Please refer to the following pages for pricing information. Kerr County Mass Notification Sen~ices 1 °Uce or disclosure ~f rfam con[ained on This page is subjec! to die resn~iction on dre comer sheet ojlhis proposnl. ~~ Our team understands the Kerr County Mass Notification Services RFP requires the following: v~~nrpl~.~rG~r%~rtn~// A bus;nesz unit of Tyco fire & Seturity B',E SA,FE SimplexGrinnell LP 1070 Arion Circle #102 San Antonio, TX 78216 Phone 210 402-6311 Fax 210 402-6195 http://www. simp/exgrinnell. com January 9, 2009 Kerr County Courthouse Court Clerk's Office 700 Main Street, Ste. 122 Kerrville, TX 78028 Re: Mass Notification Services SimplexGrinnell, in partnership with 3n Global, Inc., is pleased to present the following quotation in response to your RFP for Mass Notification Services: Setup cost for both geo notifications and notifications to pre-defined recipients: $ 2,360.00 There are two service options from which to choose; Pay as You Go, and Unlimited Usage: 1. Pay As You Go $ 95,696.00 (3-year contract, incl. 5,000 minutes.) Additional blocks of minutes may be purchased for the Pay As You Go option: 10,000 minutes $ 2,360.00 25,000 minutes $ 4,706.00 50,000 minutes $ 7,053.00 2. Unlimited Usage: $124,527.00 (3-year contract.) Ongoing Cost for Service/Maintenance: Multi-year discounts: $ 0.00 Included as 3-year contract in above pricing. Cost of phone number data from a 3'd Party: $0.015 per record. We appreciate the opportunity to provide this quotation. Your consideration is greatly appreciated. Sincerely, Lou Scarantino Operations Manager SimplexGrinnell LP ~rrr 1 /8/2009 S. 7 Additionallnformation ~ Respondent(s) may provide additional information that is relevant to this proposal ,for consideration. Additional information must be limited to two pages or less. InstaCom allows users to send a message to tens, hundreds, or thousands of people within minutes with full visibility into message receipt and confirmation for quick, informed decision-making. System users are able to send a standard notification to internal groups or citizens, launch a scenario or track the status of an active broadcast from anywhere via Web, Web-enabled wireless devices or phone, and can be sent in voice and text format simultaneously. Within minutes, the message will be delivered to all standard voice and text communication devices such as phone (land line, mobile, and satellite), pager, fax, email, PDA, B1ackBerry°, Palm Treo, IM, SMS, and more. The 3n mass notification system: Increases efficiency through faster and broader communications. The system is able to send tens, hundreds, or thousands of voice and text alerts to citizens, first responders, and others simultaneously during emergencies (such as evacuations or response team deployment and coordination) or for routine communication needs (such as daily staffing activities and public meeting announcements). Key benefits include the following: • Minimizes loss of life and property and financial impact from disasters by enabling you to quickly mobilize first responders and coordinate employees' efforts for a speedy response and recovery. • Lowers communication costs and reduces risk of error by automating error-prone, manual communication processes, dramatically decreasing the time and resources necessary to complete communication tasks. • Provides unparalleled message delivery through 3n's Intelligent Message Service Prioritization (IMSP). IMSP is the foundation for 3n's commitment to delivering the message every time by allowing for real-time intelligent adjustments to call prioritization, which provides distinct advantages over linear call-queuing approaches. Using a proprietary 3n algorithm, the IMSP provides the optimal service level to all customers. • Scales to meet your changing needs with 3n's flexible and efficient ACT-SaaSsM service, an advanced Software-as-a-Service (SaaS) delivery model with multiple data centers in an active-active configuration-the only mass notification provider to offer this level of security, performance, and availability. 3n's ACT-SaaS service provides customers with extraordinary scalability, unparalleled availability and security, lower implementation and maintenance costs, free upgrades, 3n-delivered maintenance, and fast implementation. There are no costly hardware purchases, software Kerr C~ountr Mass Notification Serrices 1 "Use or dis'clos~n~e o/~dtNu contained ai this pc{fie is suf~ject ro the resit ic[ion on the corer sheep ol'dais proposal. '~ Our team understands the Kerr County Mass Notification Services RFP requires the following: I /8/2009 ;~S'imp/~x~'rri~/f ell implementations, ongoing support staff, or maintenance of a telephone and messaging infrastructure. • Ensures around-the-clock system availability and data security through multiple access points-Web interface, live operator, and automated voice response system so you can access the system anytime, anywhere. The 3n mass notification has built-in layers of security and defense covering all aspects of 3n's informational infrastructure, including delivery on an Oracle/Linux platform with built-in redundancy at every level. • Operates seamlessly with easy set-up and maintenance, an intuitive interface, and tools that work with third-party systems. The 3n mass notification system is designed so even non-technical users can send a message and retrieve the results quickly through multiple, intuitive, easy-to-use methods. 3n provides all maintenance and support and continually invests in state-of--the-art technology and personnel. The 3n Approach to Citizen Notification The 3n mass notification system is designed to help government organizations respond more quickly to emergency situations to ensure the safety of their constituents and minimize loss of life and property. The system is also applicable to many routine operational uses, enabling organizations to achieve cost savings on a broader scale. The 3n mass notification system is easy to use and implement requiring no hardware or software to install or maintain. 3n hosts and manages the system, continually upgrading all computer hardware, software, and communications lines. The 3n system can be scaled readily to match Kerr County's needs and implemented in a timely fashion, according to County business requirements and schedule. Kerr County can access the system online using any Internet-capable computer or via telephone to connect to 3n's automated attendant (Interactive Voice Response) or a live 3n operator. The 3n system can send emergency and standard notifications to multiple devices and technologies at one time: • Phones (land line, mobile, and satellite) • Native SMS (text messaging) • E-mail • Instant Messenger • PDAs • Pager (one-way and two-way) • B1ackBerry and similar devices • Fax Kerr County Mass Notification Services 2 "Use or disclosure of data contained ort this page is suhject ~o the resh-ictio~~ on tl~e corer slieel of this proposal. '~ I /8/2009 Our team understands the Kerr County Mass Notification Services RFP requires the following: Section 11: Agreement/Contract Respondent shall review and note any exceptions to the sample contract below. Submit Proposal. Please see the standard agreement on the following pages. Kerr County Mass Notification Sen~ices 1 ~~Use a' disclosvu-c~ gjdn(n caualned on this page is subject to the restriclioia on Nre eore~•shee! o/ this proposal. ~~ 3n Global, Inc. Service Agreement This Service Agreement ("Agreement") is entered into by and between 3n Global, Inc. ( "3n"), and ("Customer"), on 200_ (the `Effective Date"). 3n and Customer are each hereinafter sometimes referred to as a "Party" and collectively, the "Parties." THE PARTIES AGREE TO THE FOLLOWING TERMS AND CONDITIONS GOVERNING THE USE OF 3N'S SERVICE: 1. DEFINITIONS. As used herein, the following terms shall have the meanings ascribed to them as set forth below: "3n Technology" includes, without limitation, the Software, all proprietary technology (including software, hardware, products, processes, algorithms, user interfaces, know-how, techniques, designs, and other tangible or intangible technical material or information) made available to Customer through the Service or otherwise in connection with this Agreement. "Applicable Law" means any domestic or foreign law (statutory, common, or otherwise), order, writ, injunction, decree, award, stipulation, ordinance or administrative doctrine, ordinance, equitable principle, code, rule, regulation, executive order, request, or other similar authority enacted, adopted, promulgated, or applied by any Governmental Body, each as amended including, without limitation, the Telephone Consumer Privacy Act (TCPA, 47 USC Section 227) and implementing Federal Communications Rules (47 CFR 64.1200), the CAN-SPAM Act (15 USC Section 7701 et seq.) and the FCC's implementing rules (47 CFR Section 64.3100, with respect to communications to wireless devices) (47 CFR 64.3100), and the Federal Trade Commission's implementing rules (16 CFR Section 316.3, with respect to communications to computers). "AUP" means the Acceptable Use Policy of 3n, available at http://www.3nonline.com/3naupdoc/, as may be amended from time to time to time. "Customer Data" means the names and contact paths for Members, and any and all electronic data provided by Customer to 3n in connection with the use of the Service. "Governmental Body" means any legislature, agency, bureau, branch, department, division, commission, court, tribunal, magistrate, justice, multi-national organization, quasi-governmental body, or other similar recognized organization or body of any federal, state, county, municipal, local, or foreign government or other similar recognized organization or body exercising similar powers or authority. "Intellectual Property Rights" means patented or unpatented inventions, patent applications, patents, design rights, copyrights, trademarks, service marks, trade names, domain name rights, mask work rights, know-how and other trade secret rights, and all other intellectual property rights, derivatives thereof, and forms of protection of a similar nature anywhere in the world. "Member' or "Members"" shall mean Customer's employees, agents, representatives, clients, customers, subscribers, members and/or other persons or entities whom Customer may wish to contact using the Service, provided, however, that each Member Record, if more than one for any Member, shall be deemed to represent a separate Member for all purposes hereunder. "Member Record" includes, without limitation, the Customer Data for a Member. "Quote" means the description of Services purchased by Customer, subject to the terms and conditions hereof, which is attached hereto as Exhibit A and incorporated herein by this reference. "Software" means the computer source code and object code, including, without limitation, the software, provided or used by 3n in connection with the Service provided hereunder. "Users" means Members, Customer's employees, consultants, contractors or agents who are authorized to use the Service and have been supplied user identifications and passwords by Customer (or by 3n at Customer's request). 2. SERVICE. Subject to the provisions of this Agreement, 3n shall provide Customer access to the service utilizing the Software, applications and services that comprise the 3n Mass Notification System, an automated system for delivery of messages to multiple Members via multiple communication paths, and for processing responses thereto, as set forth in the Quote (the "Service"). Unless explicitly stated otherwise, any new features that augment or enhance the current Service, including any new Service, will be subject to the provisions of this Agreement. 3n shall make the Service available to Customer pursuant to the terms and conditions set forth in this Agreement. Customer agrees that its purchase of the Service is not contingent upon the delivery of any future functionality or features nor is it dependent upon any oral or written public comments made by 3n with respect to future functionality or features. 3. USE OF THE SERVICE. 3.1 3n Responsibilities. 3n shall: (i) in addition to its confidentiality obligations pursuant to Section 10, not use, edit or disclose to any party other than Customer, the Customer Data, unless otherwise required by a Governmental Body; (ii) use commercially reasonable efforts to provide the Service herein contemplated; (iii) use commercially reasonable efforts to provide support for the Service, except for: (a) planned downtime as therein set forth or (b) any unavailability caused by circumstances beyond 3n's reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems, computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems, and network intrusions or denial of service attacks, in each case, which are not within 3n's possession or reasonable control. 3.2 Customer Responsibilities. (a) Customer is responsible for all activities that occur under Customer's account. Customer shall: (i) provide 3n with the Customer Data for Members that Customer and Customer's authorized users want to communicate with using the Service; (ii) provide 3n with this Customer Data in a form and format specified by 3n, if so required; (iii) have sole and exclusive responsibility for the accuracy, quality, integrity, legality, reliability, and appropriateness of all Customer Data; (iv) maintain a copy of all Customer Data it provides to 3n; (v) designate certain Users to access and use the Service on Customer's behalf; (vi) ensure that Users shall at all times use the Service in accordance and in compliance with this Agreement, and the AUP, as each may be updated periodically by 3n; (vii) prevent unauthorized access to, or use of, the Service, and notify 3n promptly of any such unauthorized use and, notwithstanding anything to the contrary in this Agreement, 3n shall have no liability for any losses, damages, claims, suits or other actions arising out of or in connection with such unauthorized or improper use of the Service by Customer, Users or Members; and (viii) comply with all Applicable Laws; (ix) cause such number of its employees, as determined by Customer, to undergo initial setup and training, as set forth in the Quote; (x) not cause any disturbances, outages or take any other actions that may adversely affect the Service; and (xi) be responsible for, and/or its Users shall be responsible for, payment of any service fees, text messaging fees, and any other third party fees or expenses, associated or incurred in connection with, the access or use of the Service by Customer and/or its Users. Customer acknowledges that it is solely responsible for the content of any information that it makes available through the Service and that 3n will not, except as otherwise expressly herein set forth, monitor Customer or Customer's use of the Service to examine the content passing through it. Notwithstanding anything to the contrary in this Agreement, in no event shall 3n be liable to Customer, a Member or any other third part for any failure on the part of Customer to fulfill its responsibilities pursuant to this Section 3.2 and 3n expressly disclaims any liability arising therefrom. (b) Customer agrees to: (i) provide true, accurate, current, up to date and complete Customer Data and information about itself; and (ii) maintain and promptly update the Customer Data to keep it true, accurate, current and complete, the failure of which shall not impose or create any liability or obligation on the part of 3n. If Customer authorizes 3n to do so, Customer's Members will be allowed access to their personal Customer Data to make modifications or changes thereto. If Customer or any Member provides any information that is untrue, inaccurate, not current or incomplete, Customer understands, acknowledges and agrees that any notifications sent utilizing the Service may not reach the intended Member. (c) Customer may designate up to the number of Users permitted under its account, which corresponds to the level of Service purchased by Customer as set forth in the Quote. Customer shall be responsible for the confidentiality and use of its Users' identifications and passwords. Customer shall be responsible for all electronic communications (including maintenance of Customer Data) and the sending of messages to Members ("Electronic Communications") entered through or under a User's identification and/or password(s). 3n will act as though any Electronic Communications sent by Customer shall comply with Applicable Law, and shall have been sent by an authorized User, and shall be permitted to rely thereon for all purposes. Customer agrees to immediately notify 3n if it becomes aware of any loss or theft of a User's identification and/or password(s) or any unauthorized use of the Service and/or identification and/or password(s) used in connection therewith. 4. Use Guidelines. Customer shall use the Service solely for its internal business purposes as contemplated by this Agreement and shall not: (i) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Service available to any third party, other than as contemplated by this Agreement; or (ii) use the Service in violation of the AUP or Applicable Law. 5. TERM. This Agreement will commence on the Effective Date and will continue in force for three (3) years (the "Initial Term"). Subject to the provisions of this Section 5, unless terminated in writing not less than 60 days prior to the expiration of the then current Term, or extended by written agreement signed by both Parties, this Agreement shall automatically renew for additional successive one-year terms (each a "Renewal Term" and, together with the Initial Term, collectively hereinafter referred to as the "Term") and continue to renew until terminated by either Party pursuant to this Section 5 or in accordance with the provisions of Section 6. 6. TERMINATION; SUSPENSION. 6.1 Termination by Either Party. During the Initial Term and any Renewal Term, either Party may terminate this Agreement for cause, upon the other Party's material breach of this Agreement, provided that (i) the non- breaching Party sends written notice to the breaching Party describing the breach in reasonable detail; (ii) the breaching Party does not cure the breach within thirty (30) days following its receipt of such notice (the "Notice Period"); and (iii) following the expiration of the Notice Period, the non-breaching Party sends a second written notice to the breaching Party indicating the non-breaching Party's election to terminate this Agreement. 114803IOOOOOOI729489.03 Page 1 Of 3 6.2 Termination, Suspension by 3n. In the event Customer fails to pay any fees or charges within thirty (30) days of the due date, 3n may terminate this Agreement and/or the Service, at 3n' sole discretion. Termination for non- payment shall not relieve Customer' of its responsibilities under this Agreement including, but not limited to, its obligation to the pay the fees accruing under or with respect to this Agreement for periods prior to or following such termination. In furtherance of, and not in limitation of the foregoing, 3n may, at its option, suspend the Service or terminate this Agreement, effective upon notice, should Customer's or a User's use of the Service (i) violate the provisions of Section 3.2 hereof, or (ii) in the event Customer fails to pay any fees or charges when due. In the event of a suspension of the Service, Customer's account shall not be reactivated until such time as Customer shall be in compliance with the AUP, Section 3.2 and/or shall have paid all past due amounts, as the case may be, plus Customer shall have paid a reconnection fee of $1,000. 7. PRICING. As consideration for the Service, and subject to the other terms of this Agreement, Customer shall pay the fees set forth in the Quote ("Pricing"). Fees for professional services, if applicable, shall be set forth in a SOW. Notwithstanding anything to the contrary in Section 5 or elsewhere in this Agreement, the Pricing shall be automatically increased by five percent (5%) for the first Renewal Term following the Initial Term, and for each successive Renewal Term thereafter. 8. PAYMENT TERMS; TAXES. 8.1 Payment. Unless otherwise set forth in Exhibit A, 3n shall invoice Customer in advance for the Initial Term and annually in advance for any Renewal Term. All payments, including, without limitation, fees for professional services, shall be made within thirty (30) days from the date of invoice. If any fee is not paid within thirty (30) days after it is due, in addition to any other rights and remedies that 3n may have hereunder (including, without limitation, pursuant to Section 6.2), 3n reserves the right to charge interest at a rate of one and one-half percent (1%%) per month or the highest rate allowed by Applicable Law, whichever is lower. 8.2 Taxes. Unless otherwise provided for in Exhibit A, or in a SOW, as the case may be, 3n's Pricing and fees for professional services do not include any local, state, federal or foreign taxes, levies or duties of any nature ("Taxes"). Customer is responsible for paying all Taxes, excluding only taxes based on 3n's income. If 3n has the legal obligation to pay or collect Taxes for which Customer is responsible under this section, the appropriate amount shall be invoiced to and paid by Customer unless Customer provides 3n with a valid tax exemption certificate authorized by the appropriate taxing authority. 9. PROPRIETARY RIGHTS. 9.1 Grant of License. 3n hereby grants to Customer, during the Term, a non-exclusive, non-transferable right to use the Service, solely for Customer's own internal business purposes, subject to the terms and conditions of this Agreement. Upon suspension of the Service as herein contemplated, or upon termination of this Agreement for any reason, all licensed rights granted to Customer pursuant to this Agreement shall terminate immediately, and Customer shall promptly discontinue all further use of the Service. 9.2 Restrictions. Customer will not: (i) copy, modify, port, adapt, translate, localize, reverse engineer, de-compile, disassemble or otherwise attempt to discover the source code of the Software, the Service or any portion thereof for any purposes, including, without limitation, to (x) build a competitive product or service; (y) build a product using similar ideas, features, functions or graphics of the Service; or (z) copy any ideas, features, functions or graphics of the Service; (ii) create derivative works based on the Software, the Service or any portion thereof or merge any of the foregoing with any third party software or services; (iii) remove, obscure or alter any proprietary notices or labels on the Software, or any portion of the Service; (iv) transfer, lease, assign, sublicense, pledge, rent, share, distribute or allow any lien or encumbrance to be placed on the Service or Software or any portions thereof; (v) disclose the results of any performance, functional or other evaluation or benchmarking of the Software or Service; provided, however, Customer may distribute the reports and other data generated by the Service (excluding any 3n intellectual property or confidential information included therein); (vi) use the Software, the Service or any portion thereof to provide services to any third party or for the benefit of any third party, including, without limitation, any entity or individual that markets, distributes or provides notification software or services; (vii) create Internet "links" to or from the Service, or "frame" or "mirror" any content forming part of the Service, other than on Customer's own intranets or otherwise for its own internal business purposes; (viii) use, post, transmit or introduce any device, software or routine which interferes or attempts to interfere with the operation of the Service or the Software; or (ix) permit access to the Software, the Service or any portion thereof by any third party other than Customer's Users who (a) are bound by the terms of a written agreement with Customer which will protect 3n and its Intellectual Property Rights in a manner no less protective as the terms hereof and (b) use the Software and the Service solely for the benefit of Customer (each a "Permitted Contractor"). Customer shall be liable to 3n for any breach of the terms of this Agreement by any of its Permitted Contractors to the same extent that Customer would be liable hereunder had it committed the same breach. 9.3 Reservation of Rights. Other than as expressly set forth in this Agreement, no license or other rights in or to the 3n Technology or Intellectual Property Rights therein are granted to Customer, and all such licenses and rights are hereby expressly reserved. In furtherance of, and not in limitation of the foregoing, 3n owns all rights, title and interest, including any and all relatr Intellectual Property Rights, in and to 3n Technology and the Service and a. suggestions, ideas, enhancement requests, feedback, recommendations or oth information provided by Customer or a User, relating to the Service. Customer acknowledges and agrees that 3n will retain all right, title and interest to bench marking data, abstracted derivative data, transactional, performance data and metadata (but not to Customer Data) related to use of the Service or the Software and the Service which 3n may aggregate, benchmark and collect in such a way as to not allow identification of Customer or a User (including Software use optimization and product marketing), provided that such use does not reveal the identity of Customer or Users or specific Software use characteristics that may be identified to Customer (collectively, the "Transactional Data"). This Agreement is not a sale and does not convey to Customer any rights of ownership in or related to the Service, 3n Technology or Intellectual Property Rights owned by 3n, provided, however, that as between 3n and Customer, all Customer Data that is not Transactional Data shall be owned exclusively by Customer. 10. CONFIDENTIAL INFORMATION. 10.1 Definition; Protection. As used herein, "Confidential Information" means all confidential and proprietary information of a party ("Disclosing Party' ) disclosed to the other party ("Receiving Party'), whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure, including the terms and conditions of this Agreement (including pricing and other terms reflected herein and in all Order Forms hereunder), the Customer Data, the Service, the 3n Technology and Intellectual Property Rights therein, business and marketing plans, technology and technical information, product designs, reports and business processes. Confidential Information (except for Customer Data) shall not include any information that: (i) is or becomes generally known to the public without breach of any obligation owed to the Disclosing Party; (ii) was known to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation owed to the Disclosing Party; (iii) was independently developed by the Receiving Party without breach of any obligation owed to the Disclosing Party; or (iv) is received from a third party without breach of any obligation owed to the Disclosing Party. The Receiving Party shall not disclose or use any Confidential Information of the Disclosing Party for any purpose outside the scope of this Agreement, except with the Disclosing Party's prior written permission. Each party agrees to protect the confidentiality of the Confidential Information of the other party in the same manner that it protects tl' confidentiality of its own proprietary and confidential information of like kind, but no event shall either party exercise less than reasonable care in protecting suc Confidential Information. If the Receiving Party discloses or uses (or threatens to disclose or use) any Confidential Information of the Disclosing Party in breach of this Section 10, the Disclosing Party shall have the right, in addition to any other remedies available to it, to seek injunctive relief to enjoin such acts, it being specifically acknowledged by the parties that any other available remedies are inadequate. In furtherance of, and not in limitation of anything set forth in this Section 10 or elsewhere in this Agreement, the terms and conditions of this Agreement shall be Confidential Information of 3n. 11. WARRANTIES & DISCLAIMERS. 11.1 Warranties. Customer represents and warrants that it has the legal power to enter into this Agreement and shall perform the responsibilities required by it pursuant to Section 3.2. By purchasing the Service, Customer authorizes 3n to collect, store and process Customer Data subject to the terms of this Agreement. Customer shall ensure that, during use of the Service, Customer shall have a privacy policy that clearly and conspicuously notifies the Members of the way in which Customer Data shall be used. Customer represents and warrants that the collection, storage and processing of such Customer Data, and the use of the Service, as provided in this Agreement, will at all times comply with (i) its own policies regarding privacy and protection of user information; and (ii) all Applicable Laws, including those related to processing, storage, use, reuse, disclosure, security, protection and handling of Customer Data. 11.2 Disclaimer. Except as expressly provided herein, 3n makes no warranty of any kind, whether express, implied, statutory, or otherwise. 3n hereby specifically disclaims all implied warranties, including any warranty of merchantability or fitness for a particular purpose, to the maximum extent permitted by Applicable Law. 12. PROFESSIONAL SERVICES. 3n may provide professional services to Customer from time to time. Such professional services shall, unless otherwise expressly therein set forth, be provided in accordance with, and subject to, the provisions hereof and any additional terms related thereto which are set forth in a Statement of Work ("SOW"). 13. INDEMNIFICATION. 13.1 By Customer. Customer shall defend, indemnify and hold harmless against any loss or damage (including reasonable attorneys' fee incurred in connection with any claims, suits or proceedings ("Claims") arising as a result of a breach of this Agreement. Page 2 of 3 13.2 By 3n. 3n shall defend, indemnify and hold Customer harmless from and against any Claim against Customer, but only to the extent it is based on an Claim that the Service directly infringes an issued patent or other intellectual property right of a country in which the Service is actually provided to Customer. If the Service is held to infringe and the use enjoined, 3n shall have the option, at its own expense, to procure for Customer the right to continue using the Service; or replace same with a noninfringing service; or modify such Service so that it becomes non-infringing. 3n shall have no liability for any infringement of patents, copyrights, or other intellectual property rights resulting from Customer content, use of the Service other than as specified in relevant 3n documentation, or use of the Service with products or services not supplied by 3n. 3n's indemnification obligations hereunder shall not apply to the extent that any warranty claim or demand for indemnification arises as a result of or is caused by (i) any unauthorized use, reproduction, or distribution of the Service or Software; (ii) any use of the Service or Software in combination with other products, equipment, software, or data not supplied by 3n; (iii) any use, reproduction, or distribution of any release of the Service or Software other than the most current release made available to Customer, or (iv) any modification of the Service or Software by any person other than 3n. 14. LIMITATION OF LIABILITY. In no event shall either Party have any liability to the other Party for any loss of use, interruption of business, or any lost profits, loss of use, costs of procurement of substitute goods or services, or for any indirect, special, incidental, punitive, or consequential damages however caused and, whether in contract, tort or under any other theory of liability, whether or not the party has been advised of the possibility of such damage. Notwithstanding anything in this Agreement to the contrary, in no event shall 3n's aggregate liability, however arising out of or related to this Agreement, whether in contract, tort or under any other theory of liability, exceed amounts actually paid by Customer to 3n hereunder during the 12 month period prior to the event giving rise to any liability of 3n as contemplated by this Agreement. 15. MISCELLANEOUS. 15.1 Non-Solicitation and Non-Interference. As additional protection for 3n's proprietary information, for so long as this Agreement remains in effect, and for one year thereafter, Customer agrees that it shall not, directly or indirectly, solicit, hire or attempt to solicit any employees of 3n. In the event that Customer hires any such employee (whether as an employee or consultant or otherwise engages the services of such employee), Customer shall pay to 3n an amount equal to 100% of the total first-year compensation which Customer pays such individual as a fee, salary, or other compensation. 15.2 Waiver; Severability. The failure of either Party hereto to enforce at any time any of the provisions or terms of this Agreement, or any rights in respect thereof, or the exercise of or failure to exercise by either Party any rights or any of its elections herein provided, shall in no way be considered to be a waiver of such provisions, terms, rights or elections or in any way to affect the validity of this Agreement. If any of the provisions of this Agreement, or portion thereof, are held invalid or unenforceable, such invalidity or unenforceability shall not affect the remainder of this Agreement. In such event, the Parties shall negotiate, in good faith, a substitute, enforceable provision which most nearly affects their original intent in entering into this Agreement, failing which the Parties agree that the governmental body, arbitrator, or mediator making such determination shall have the power to modify the provision in a manner consistent with its objectives such that it is enforceable, and/or to delete specific words or phrases, and in its reduced form, such provision shall then be enforceable and shall be enforced. 15.3 Assignment. Neither this Agreement nor any rights granted hereunder may be sold, leased, assigned (including an assignment by operation of law), or otherwise transferred, in whole or in part, by Customer, and any such attempted assignment shall be void and of no effect without the advance written consent of 3n, such consent not to be unreasonably withheld. 15.4 Governing Law; Attorney's Fees. This Agreement shall be governed exclusively by the internal laws of the State of California, without regard to its conflicts of laws rules. The state and federal courts located in Los Angeles County, California shall have exclusive jurisdiction to adjudicate any dispute arising out of or relating to this Agreement. Each Party hereby consents to the exclusive jurisdiction of such courts. Each Party also hereby waives any right to jury trial in connection with any action or litigation in any way arising out of or related to this Agreement. If either Party employs attorneys to enforce any rights arising out of or relating to this Agreement, the prevailing Party shall be entitled to recover reasonable attorneys' fees and costs. 15.5 Notices. All notices, consents and approvals under this Agreement must be delivered in writing (i) by courier, or (ii) by certified or registered mail, (postage prepaid and return receipt requested), to the other Party at the address set forth below, and will be effective upon receipt or three business days after being deposited in the mail as required above, whichever occurs sooner. Either Party may change its address by giving notice of the new address to the other Party. Notwithstanding the foregoing, any reports or other deliverables herein set forth or in a Transaction Document may, to the extent practicable, be delivered by 3n to Customer by electronic transmission (email) or by facsimile, in addition to the any other means herein provided for. 15.6 No Third-Party Beneficiaries. There are no third-party beneficiaries to this Agreement. 15.7 Entire Agreement. This Agreement, the Exhibits, agreements and documents referenced herein and therein, and the AUP, (the "Transaction Documents") constitutes the entire agreement between the Parties and supersedes any and all other agreements and understandings between 3n and Customer, whether oral or written, with respect to the subject matter hereof. This Agreement and, except as otherwise herein provided for, the Transaction Documents, shall not be modified or amended in any manner except by a writing signed by authorized representatives of both Parties. Nothing contained in a Transaction Document shall, except as otherwise herein provided for, modify any of the express terms or conditions set forth in this Agreement, and if any provision in a Transaction Document conflicts with a provision of this Agreement, such conflict shall be resolved in favor of this Agreement, unless the provision of such Transaction Document expressly provides otherwise. 15.8 Marketing. Customer agrees, if requested by 3n, to participate in a joint press release with 3n within thirty (30) days of the Effective Date, that references Customer as a 3n customer and will provide a quote from a senior management member of Customer as part of this press release. Final content of such press release will be approved by Customer, approval of which will not be unreasonably withheld, conditioned or delayed. Expenses related to the creation and distribution of this press release will be borne by 3n. While in good standing as a 3n customer, Customer agrees to allow 3n to reference Customer as a customer using 3n technology on 3n's website and in print copy or marketing collateral. Customer will provide 3n with an approved company logo that 3n may publish on 3n's website and/or marketing collateral to communicate such relationship. This logo will be linked to Customer's website. Customer agrees to allow 3n to reference Customer in media-related interviews conducted by a member of the press and a 3n representative. 15.9 Survival. Sections 1, 3, 4, 5, 6, and Sections 8 through 15 shall survive the expiration or earlier termination of this Agreement. 15.10 Counterparts. This Agreement and any Transaction Document may be executed in one or more counterparts, all of which together shall constitute one original document. In lieu of the original, a facsimile transmission or copy of the original shall be as effective and enforceable as the original. 15.11 Export Compliant. Neither party shall export, directly or indirectly, any technical data acquired from the other pursuant to this Agreement or any product utilizing any such data to any country for which the U.S. Government or any agency thereof at the time of export requires an export license or other governmental approval without first obtaining such license or approval. IN WITNESS WHEREOF, the Parties have caused this Agreement to be duly executed as of the date set forth above. 3N GLOBAL, INC. By: Print Name: Title: Date: Address: 505 N. Brand Blvd., Suite 700 Glendale, CA 91203 [NAME OF CUSTOMER] By: Print Name: Title: Date: Address: iiaeoa,oooooonzeaaeoa Page 3 Of 3 REQUEST FOR PROPOSAL KERR COUNTY, TX FOR .. COPY ^~ppl~ 1:~~~7 TELEPHONE EMERGENCY NOTIFICATION SYSTEM ,,, BY Brian Davis 9 Sunshine Boulevard Ormond Beach, FL 32174 Telephone (86~ 939-0911 FAX (386) 615-1371 0 o»~~~ TABLE OF CONTENTS Respondent Experience and Personnel .....................................................Page 3 Contractor and Subcontractor Listing ......................................................Page 5 Scope of Work & System Requirements ..................................................P age 6 Implementation Schedule ..................................................................age 22 Pricing ........................................................................................Page 24 Customer References .......................................................................Page 31 Additional Information .....................................................................Page 32 2 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com o»~~~ 5.1 RESPONDEDNT EXPERINCE AND PERSONNEL .r A description of the respondent's company, including the organization's experience and history with providing services to similar organizations. ~"' Company Name: Emergency Communications Network Company Address and Headquarters: 9 Sunshine Blvd, Ormond Beach, FL 32174 Phone Number: 866-939-0911 /Fax Number: 386-615-1371 ~' Company Size: 50 Employees Years in Business: ECN has been working with emergency management, public safety, public works, city/county administration, dispatch centers, utilities, nuclear power plants, public health, hospitals, military err bases, colleges/universities, school districts, shopping malls, etc. on a daily basis since 1998. Internet Web address: www.CodeREDweb.com Submitted by: Brian Davis /Account Representative ~, Email address: smartgov@sbcglobal.net The propriety and patented calling platform utilized by CodeRED was developed by Emergency Communications Network's (ECN) parent company and has been delivering high-speed, high-volume ~ messages since 1996. The first emergency calls were made, by what was to become CodeRED, in response to one community's urgent need to evacuate residents in the path of afast-moving firestorm in 1998. Since then, and largely as a direct result of referrals from its satisfied local and municipal government clients, ECN has "~" been on a rapid growth track -more than doubling its business and client base each and every year. ECN only provides Emergency and Community Notifications solutions through CodeRED, ThunderCallTM, an individual severe weather notification service and CodeRED WeatherWarning, acommunity severe weather notification "~ solution. Mass notification is what we specialize in; our experience and client base is proof of our commitment to excellence. rrr The CodeRED solution proposed is a standalone solution, offered to large and small community governments throughout the USA and Canada for mass notification. CodeRED has hundreds of implementations done in the past 5 years alone in local government agencies. In 1998 when very few organizations existed in the industry of ~,,, community Notifications, CodeRED was there. Li the years 2004 and 2005 when Florida was pounded by numerous hurricanes, CodeRED was there and excelled. As Emergency Notification has expanded in the marketplace, CodeRED has become a leader in the field -simply using search engines finds hundreds of CodeRED client communities. CodeRED is a consistent, reliable and experienced message delivery system that has been used by communities to make hundreds of thousands of calls for single events. CodeRED is the same system being used in over 100 ""` cities and counties in Texas. Including the Cities of Abilene, Alamo, Austin, Benbrook, Bridgeport, Carso County, Chandler, Cook County, Coppell, Desoto, Eastland, Garland, Hemphill County, Navarro County, Parker County, Paris, Rusk County, Sanger, Tomball and MANY more. We are currently working with many "" other cities and counties in Texas as we plan to get them up and running on the system in the near future. You are going to be seeing more and more communities in your area using CodeRED very shortly. .r. Since it operates in a shared resource environment, every aspect of CodeRED must be robust, secure and unquestionably reliable. ECN employs extraordinary measures to build redundancies, back-ups and contingencies into every aspect of the CodeRED system. This includes multiple operations being performed ~„ simultaneously at different remote sites in "hardened facilities" around the country. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 3 ~. c CodeRED is also the backbone for national missing children programs, serves emergency management offices, emergency councils, police departments, sheriff's offices, as well as public works, utilities, schools and other agencies across the nation. ECN has been working with emergency management, public safety, public works, city/county administration, dispatch centers, utilities, nuclear power plants, public health, hospitals, military bases, colleges/universities, school districts, shopping malls, etc. on a daily basis since 1998. ECN, in addition to providing the best solution available on the marketplace with CodeRED, participates in industry and government standards, such as appearing before the Public Utilities Commission in the State of California for the Rulemaking on Reliability Standards for Emergency Notification. Systems. ECN was also recognized for its work with Penn State University by Representative Scott Conklin in a Press Conference regarding the adoption of House Resolution 232. This resolution urges colleges and universities in the Commonwealth of Pennsylvania to implement campus security alert systems in order to warn campus communities of impending danger. CodeRED, while regularly updated, is a standard product and will require no changes or custom applets to operate. CodeRED is used in large communities nationwide, and adding Kerr County will not strain. our infrastructure in any way. CodeRED has been widely used in events affecting every part of the U.S. for situations as rare as rabid animal notifications or escaped prisoners, and even for situations as common as street closings or utility outages. Hundreds of thousands of calls have been made for water emergencies near Chicago and over 100,000 calls have been made for every snow emergency in Minnesota; calls are made all over the nation for missing children and adults nearly every day. The past few hurricane seasons have proven that the CodeRED high-speed telephone network is a powerful and reliable tool for notifying residents of critical emergency information. Even under the most stressful circumstances, CodeRED was successfully used by numerous; cities, counties, and municipalities to inform, educate and protect residents during the hurricanes with over 20,000,000 calls. For these communities, having a CodeRED system in place in the midst of a dangerous, volatile, and large-scale emergency is not aluxury - it is a vital necessity. For Hurricane Wilma, impacting an area with a high number of CodeRED users, 57 agencies used the system to make 7.5 million calls, with 1.8 million made in one day, primarily from 1 PM (when the hurricane moved off shore) to 9 PM. No o±her system can show close to ou_r usage in real life, for real incidents, for real communities. Regardless of the reason, very few calls are made between 9 PM and 9 AM, although the system is obviously built to be available. In fact we measure our usage only on a 12-hour day - to use a 24-hour day simply provides an irrelevant statistic that makes us look better. Our average usage is less than '/z of 1 % of our infrastructure. McAllen TX is one of three communities that were affected by Hurricane Dolly in recent months. They have used CodeRED 4 times for classic hurricane usage -once the day before to let residents know that the city government was preparing for a hurricane, once the day of to let them know the hurricane was imminent and for expectations of city services available, once after the hurricane passed about water restrictions and once the next day to let the residents know about debris removal. Weslaco TX has used it twice for community wide calls with a warning and after the hurricane for water restrictions. 4 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com o»~~~ Large-scale events have occurred just this year all over the country where CodeRED was involved- massive flooding in Iowa, snow emergencies in St Paul, hurricanes on the border of Mexico. .r Before Hurricane Dolly got to Texas ECN called all the customers potentially affected just to make sure that they were ready with CodeRED and see if they needed assistance or training. This is standard operating procedure for us, just like we will help them generate a form for FEMA reimbursement. 53 CONTRACTOR AND SUNCONTRACTOR LISTING If applicable, submit the names, addresses, phone numbers, and applicable licenses of all firms that will provide services in conjunction with the performance of this agreement. .~. ECN intends to perform all work required in this RFP, no subcontractors will be used. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 5 0 o~»~~ Section 6: Scone of Work & System Requirements 5.4 Scope of Work & System Requirements• 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. Thank you for allowing Emergency Conununications Network to submit a proposal for the Kerr County Mass Emergency Notification System RFP. We believe that CodeRED will meet all your needs and requirements at a competitive price and with the experience and infrastructure that your community needs. To overview the CodeRED solution: CodeRED is a Community Notification System for high-speed outbound telephone community notification. This is often referred to as Outbound 911, and is a way for your communities to rapidly call all or a portion of the community for things like evacuation notices, water boil alerts, man made or environmental disasters, or for notifications by public works for snow emergencies if needed. CodeRED can be utilized by any department and from any location, whether emergency management, public safety or schools. CodeRED also, very easily, allows internal notifications, such as a staff or department recall or emergency meetings. It is a very inexpensive solution to potentially large problems, requires no additional servers or phone lines, and will have no impact on your limited IS resources. The cost is for access to the system, and includes the calls expected to be made per year with no additional upfront costs, training or set up fees. CodeRED has no hardware required to purchase and no phone lines are needed for the notification itself. It can be launched from anywhere - no one has to go to the central server and prepare the launch. Any CodeRED client will tell you that one of the best features of the CodeRED system is its ease of use. CodeRED was built for simplicity. Our easy to use web-based design was developed for the third shift employee who has had minimum to no experience on the system. With user-friendly icons, three step wizards and fool proof launching design, CodeRED is so simple that anyone can set up and launch a call. In short, CodeRED can meet all of the expectations provided for in this RFP and has been demonstrably used nearby. I believe that any CodeRED customer will tell you that we have met our commitments, implemented and trained their personnel in a timely fashion. Feel free to yahoo search "CodeRED city" and "CodeRED county'' to see the many users of the CodeRRED system throughout the United States. We invite you to speak to any CodeRED client community, whether we have provided them as a reference or not. Emergency Communications Network understands the products and services Kerr County is seeking to procure. We believe that the CodeRED solution far exceeds the requirements set by Kerr County. Thank you for your consideration. We look forward to hearing from you soon. Please see Section 7 Implementation Plan for ECN's Approach to Providing Services. Sincerely; Michael Staley National Director of Sales Emergency Communications Network, Inc. 6 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 0 0 C ~ ~ Req Requirement espons Comments /Explanation Code 6.1 General Requirements .1.1 1 he propriety and patented calling platform utilized by CodeRED was solution eveloped by ECN's parent company and has been delivering high-speed, high- esigned olume messages since 1996. The first emergency calls were made, by what was pecifically for o become CodeRED, in response to one community's urgent need to evacuate ass notificatio esidents in the path of afast-moving firestorm in 1998. Since then, and largely sing the SaaS s a direct result of referrals from its satisfied local and municipal government lients, ECN has been on a rapid growth track -snore than doubling its business nd client base each and every year. )No hardware he only item Kerr County would be responsible for providing, at any location is required equiring access to the CodeRED system, is a computer to access the CodeRE>J beyond n-line application and atouch-tone phone capable of dialing atoll-free number existing PC he computer can be ANY existing computer with Internet access, rumunl workstations ternet Explorer 5.0 or higher with access to the Active X control. with )Microsoft OS Set up is fast and easy, ECN has had clients up and rumiing within 24 hours. Windows 2000 )and all later pgrades and maintenance is all done internally and goes unnoticed by the client MS OS and ommunities at no additional cost. Separate installation and separate with MS intenance is not required. Internet )Explorer 6.0 or later.Set up is fast and easy. Upgrades and enhancements are provided 1.2 1 odeRED speed offers up to 60,000 calls per hour (conservatively estimated), apability to ased on athirty-second message length. This utilizes only a fraction of our 'vitiate calls to a apabilities and CodeRED can handle multiple conununities launching calling east 10,000 'obs simultaneously (and has done so in real life). ECN does not publish ontacts at one ailing speed numbers that are irrelevant to your community. While it is ime and to ccurate to say that we can call more than 10,000 numbers per minute, local eliver at feast elephone infrastructures cannot handle this input. CodeRED utilizes only a 0,000 local rtion of our phone lines for every calling job. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 7 C ~ .1.3 1 dditional contacts can be accommodated on demand. Scalability to accommodate additional ontacts on 6.1.4 1 CN's secure servers are accessible through a secure 128-bit SSL Key website Security to and is safeguarded through multiple tiers of pass codes, PINS and launch codes. revent uring set up the client will select who has access to the system, a notarized inappropriate form requesting passwords must be sent to ECN staff in order to issue users se and to Login information. aintain privacy of contacts elow is our secure Login Page. including ogin/password ~~_ ___ __ .. r. , r u n ~ ~„ ,. .. .......~r.w. . • TE <~. r x P r.., kF ia< .n.. r.. :.a ~t~ ~, $ 4t i..kwm..srn ., CodeREDw lWkamn m [msrfNncT CemmurNlwion Nefwakt Q'.flf' (.pi~rDa wrrkv. l9f:ezb wrnr+f ifpn rva u M;:v r 1 NYn~pmw hrA~.~Yrn nJi A Y 11nN. 1finW irp.v '%h~-m. •r bklr •.-lYta r ,r.r. ~ .,, a rA,rt.,~~ t tt.i'I m+b%~latRF1'+f~rrn-.~tl N/. HKaI}, pA rti rya Jf.,iKtrrK~ Ta .nn»cu. rnTMn ytt.nn 44ns~rA In-,~ner f..Y~~*~ 10 a M1n t wnn~. .~xr.v 9n..A rumn.An tl~i.- Mb~sggC; .....•• 6.1.5 bility to 1 ecause CodeRED uses multiple independent systems we are able to repair and initiate and aintain our dialing facilities with out any downtime in our service. Therefore eliver CodeRED is available 100% of the time. otifications 4x7x365 with t least 99.9% vailability. .1.6 bility for the 1 CodeRED has the ability to deliver messages to the first intended contact device otificaiion to b ithin 2 min of the request io do so. elivered to the first intended ontact device ithin 2 min of e request to do so. .1.7 bility to 1 CodeRED tracks logins and transactions internally and displays users on job rovide login s tatistics. udit tracking. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com r°- 0 ~~ c o .. ~ ~ ~) .1.8 he application 1 es, ECN has had clients up and running within 24 hours. an be onfigured and Cady for testing ithin 60 days fter the urchase order as been eceived. .2 Sending Notifications 6.2.1 bility to send notifications to any 1 re-determined scenarios can be created and saved by the user at re-identified recipients and to ny time. The user has the ability to save scenarios for internal eographically- identified recipients otification using the pre-set calling lists, or selecting a hrough a standard GIS (Geographic eographic area on a map for community calling. formation System) interface. 6.3.2 bility to set up user-defined fields 1 n addition to sending messages to the general public CodeRED 'n the profiles of message recipients. llows officials to send messages to any or all of its customizable bility to select message recipients 'nternal targeted subgroups (such as membership rosters, ased on the user-defined fields egistries, staff members, police department, fire department e.g., to send the message to people heriffs department, etc). Kerr County will be using the Contact 'n a particular location or with a roups function for internal notifications. This allows Kerr articular skill or based on other user- -ounty officials to contact staff members by voice messaging, efined criteria) ext messaging, and email. Each contact can have up to four (4) hone numbers, and four (4) text/email addresses. County fficials can also sort staff members by qualifications. For xample, these qualifications can categorize staff by membership osters, registries, department, full time/part time, office building, hilt, etc. Whether by voice, text, email, a combination of two, or 11 three methods Kerr County officials can determine how they ould like to contact staff. 6.2.3 he ability to send "polling" 2,7 odeRED is an emergency calling system that offers limited roadcasts to pre-defined recipients, bilities for polling. CodeRED is built for ease of operations, here a recipient is asked to respond equiring very limited training and intuitive operation and is built o a question or series of questions. o for mass calling in a very short period of time. Additional olling options are being developed for ancillary modules and ay be added to CodeRED with no set time for availability. bility to send geographic polling 2,7 odeRED is an emergency calling system that offers limited 6.2.4 otifications. bilities for polling. CodeRED is built for ease of operations, equiring very limited training and intuitive operation and is built o for mass calling in a very short period of time. Additional olling options are being developed for ancillary modules and nay be added to CodeRED with no set time for availability. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 9 C ~ ~ 6.2.5 part of the notification solution, 1 CodeRED offers a unique way for citizens to request adding rovide the ability for citizens to self and/or updating their information in the database. This Internet egister additional contact link to the Community Notification Enrolment Page is information such as a mobile number rimarily used for people with unlisted numbers, cell phone or a-mail address. Preferably this umbers, telephone number and/or address changes and new should be accomplished through a elephone numbers and addresses. link on the Kerr County website. 6.2.6 bility to notify pre-identified 1 CodeRED can deliver messages to any voice communications ecipients via: evice, as well as TTY/TDD Devices. 1. Phone (land-line, mobile, satellite) CodeRED has the ability to contact traditional residential 2. Blackberry landlines, business lines, voice pagers, VoIP or digital "cable" 3. PDA hones, and cell phones (including cell phones with "out of area" 4. Text message area codes). 5. Instant message 6. a-mail CodeRED can send a-mails and text messages to PDA's, 7. 1-way and 2-way SMS omputers, pagers, cell phones, and any other device that will 8• T3'1' eceive text or a-mail messages. CodeRED is an emergency lus the ability to receive otification system therefore we do not send messages to FAX onfirmations from the contacted achines. evice. Ability to provide for at least 3 different contact numbers/addresses CodeRED IS THE ONLY system that uses the patented nd to receive confirmation of receipt technology of Rea1Ca11® Message Delivery System to ensure that of the message. Please note any oice messages are delivered. in full without guessing greeting exceptions to the above. essage times, or looping the voice message twice or more. Voice messages are always delivered in one pass. ECN owns this atent. (Reference U.S. Patent No. 6,324,262 B1) This is a atented feature that no other system can offer. 6.2.7 bility to sequence the contact paths. 7 ue to the speed of the system all calls go out simultaneously. bility to provide two different sequences depending on whether it is an emergency notification or a non- ergencynotification such as a safety advisory. 6.2.8 bility to send notifications to pre- 1 re-defined groups can be contacted and each recipient can efined groups of people where each ' onfn-m receipt of message by pressing a key on their phone. ndividual within the group has their own contact information and can onfirm receipt of the message. 6.2.9 bility to send to selected groups and 1 secs will have the ability to contact specific individuals within selected individuals with a single s pecific groups and will have the ability to select which devices to essage. ontact. 10 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 0 s 0 0 ~, C 6.2.10 bility to create, send, and manage 1 a complete "turn-key" service there is no requirement for any otifications from any computer, dditional hardware or any directly deliverable components. sing a browser, at any time. odeRED will not have any component resident locally that will 'nterface with Kerr County applications. The only item Kerr ounty would be responsible for providing, at any location equiring access to the CodeRED system, is a computer to access he CodeRED on-line application and atouch-tone phone capable f dialing a toll-free number. The computer can be ANY existing omputer with Internet access, running Internet Explorer 5.0 or igher with access to the Active X control. 6.2.11 bility to call a live operator 1 odeRED does not require an intermediate step to launch, and 4x7x365 to create and send oes not require a call to a live operator not familiar with your otifications. ommunity. This is an old technology requirement still nfortunately used, with all of the accompanying time delays by on-emergency systems attempting to provide services in the mergency arena.. Customer Service is available and can assist 'n a notification in the event of a catastrophic failure in the ounty's internal infrastructure. 6.2.12 bility to enter a message in text and 7 odeRED allows rapid, time-of--need recording in your voice. o have it translated to speech (i.e., his allows the user to employ inflection and tone to help convey ext-to-speech function). heir important messages. Although, ECN does use TTS in other on-critical message delivery systems ECN has made a conscious ecision to not use Text to speech (TTS) technology for the issemination of CodeRED emergency bulletins. TTS is a fringe echnology being developed and modified daily and for this eason it is not endorsed or used by CodeRED. Some of the urrent issues with TTS are deficiencies in speech sounds and renunciation or proper names. For your agency, confusing name ispronunciations can create real problems and hence TTS is not viable option. 6.2.13 end notifications using text to 7 .here is no system limitation to deliver messages in any language. peech in Spanish, French or English. ecause the user, in the process of launching a call records the essage, the only true language limitation is having the personnel vailable to translate and record it in the various and necessary anguage(s). As standard feature, CodeRED provides the apability of delivering two unique messages within a single call "para Espanol, marque 1, for English, press 2"). Therefore text o speech is not required. 6.2.14 he application shall be able to 1 he system automatically recalls every number up to three times. erform as many redial attempts as odeRED clients have the ability at the time of launch to equested by the user and can vary by utomatically re-call the non-connects. Clients will also be able otification. ore-call non-comiects after the call has been launched. The ystem automatically attempts each valid phone number three (3) imes, and each invalid phone number two (2) times. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 11 C ~ ~ 6.2.15 apability to confirm receipt of 1 of only will the message recipients have the option to hear the essages and to request that the essage again and confirm receipt by pressing a button they will essage be repeated. also have access to ECN's Universal ANITM. ECN has invented a niversal ANITM which gives your residents the ability to call the oll free phone number back that appears in their caller ID and ear the last voice message that was delivered to their phone umber. This is a great feature for those residents That may not ave an answering device but has caller ID, or for a resident that ould like to listen to the message a second or third time. This is unique feature that no other system offers. 6.2.16 bility to save pre-recorded voice an 1 obs including voice messages can be generated and saved for ext messages for later use. future use. All CodeRED messages are customized and should be re-recorded at the time of need. CodeRED does not store essages not associated with a specific job number. 6.2.17 bility to re-send a notification to 1 he "re call non connects" function allows the user to call only my those who did not respond to the hose devices that did not get the initial message. riginal notification. 6.2.18 bility to record a message, which 1 CN has invented a Universal ANITM. This gives your residents an be accessed by calling atoll-free he ability to call the toll free phone number back that appears in umber. heir caller ID and hear the last voice message that was delivered o their phone number. This is a great feature for those residents hat may not have an answering device but has caller ID, or for a esident that would like to listen to the message a second or third ime. This is a unique feature that no other system offers. 6.2.19 bility to automatically request that 7 CodeRED is specifically designed as a mass notification system at least 90 employees join a for high-speed outbound emergency notifications. onference call when they receive a otification and press a key on their elephone. 6.2.20 bility to send notifications at the 1 CodeRED mapping tools allow you to geographically select same time to the same or different ultiple separate areas that will receive the same message. ecipients. 6.3.21 bility to set up recurring 1 ecurring notifications can be set up as needed. otifications. bility to override call blocking. 1 CodeRED is not affected by most technologies (such as "tele- 6.2.22 zapper®"). Some technologies (such as "privacy director®") may equire recipients to accept calls. There is a constantly evolving echnology world and many systems may require education by everly Hills to the residents at large. 6.2.23 bility to notify those with special 1 CodeRED can deliver messages to any voice communications eeds through TTY evice, as well as TTY/TDD Devices. 6.2.24 bility to record messages that can hen be accessed via toll-free call-in. 12 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com C ~ ~ 6.2.25 bility to escalate messages when the 7 ecause of the speed of CodeRED it typically calls all database 'ntended recipient has not confirmed hone numbers, often simultaneously, rather than attempt to slow eceipt of a message (with at least own the process or listen to every outgoing message - we would hree levels ofperson-to-person). ather attempt multiple devices than lower outbound capabilities. f a recipient does not answer their phone live to hear your 'mportant message, the message will be delivered in its entirety to heir voice mail/answering device. Multiple telephone devices an be contacted simultaneously. Additionally, text and Email lotifications can be used to multiple devices. 6.2.26 Ability to set up quota notifications 7 ecause of the speed of CodeRED it typically calls all database that end after a predetermined hone numbers, often simultaneously, rather than attempt to slow number of confirmations are received own the process or listen to every outgoing message - we and then contacts those who confirm ould rather attempt multiple devices than lower outbound after the quota is reached to inform apabilities. If a recipient does not answer their phone live to them that they are no longer needed. ear your important message, the message will be delivered in its ntirety to their voice maiUanswering device. Multiple telephone evices can be contacted simultaneously. Additionally, text and mail notifications can be used to multiple devices. 6.2.27 Ability to customize the telephone 1 alley ID for toll-free functionality for message repeats is set for number display (caller ID) for voice he ANI or any number can be provided for the caller ID. Return messages and the email addresses for ddress for text and Email can be set at time of message creation. text messages. f by call blocking it is meant to block the ANI of outgoing calls, 't is not legal to do so with any automatic dialing device. 6.2.28 Ability to customize the greeting that 1 odeRED can customize the greeting that precedes a message precedes a message delivered by here appropriate. CodeRED does not require any pre-message, voice. nd cannot perceive of a reason to do so for every call. 6.2.29 Can provide a library of message 1 ctivation areas can be created and saved by the user at any maps to incorporate into ime. You can create and save as many activation areas as notifications. Please list available ecessary. essage libraries and number of vailable maps for each: (e.g. Pandemics, Earthquakes, Hurricanes, etc.) 6.3 Selecting Geographic Areas Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 13 o»~~o 6.3.1 Ability to search for a geographic 1 sers have the ability to search for geographic areas by address, location using the following criteria: street, intersection, city, zip code, radius, and block range. 1. Address 2. Street Name 3. Streets/Cross Streets 4. Community /City Search criteria is not case sensitive. An indicator shows when a search is in progress and completed. If not records match, a "no match found" message is displayed. 6.3.2 When the search is complete, the 1 Most results are shown on the map, although City and Zip Code esult is highlighted on the map. are simply selected. Normally, a city selection is used by ommunities encompassing more than one city, such as a county or state. 6.3.3 Search capabilities using Soundex. 7 CodeRED does not use spoken voice to search, spelling (for 'nstance for street names) is loose to allow reasonably phonetic spellings. 6.3.4 If more than one record matches the 1 If more than one record matches the search the user will have the search, the records are sorted and ability to select the intended area. provide options for determining the correct record. 6.3.5 Ability to send notifications to a 1 es. However, this is generally an old selection for systems with selected geographic area by zip code. o mapping capability. 6.3.6 Ability to identify a geographic area 1 err officials will be able to call a specific mile radius around a defined by an address and a radius specific location. This is a great tool if you have a missing child around that address. or missing Alzheimer patient in your area. Missing children alls are launched daily from the CodeRED system throughout he United States by the National Organization "A Child Is issing" 6.3.7 Ability to select a street segment by 1 Indirectly and in a number of fashions, but CodeRED uses selecting a street name and two cross- apping -this is an old selection technique to workaround a street names. lack of mapping capabilities. In general, there is no need to call street segment for an emergency ca1_ling but to use that as an l area to select around. 6.3.8 bility to use an interactive map 1 he CodeRED mapping tools allow the user to draw polygons through a standard GIS format to nd custom free-form shapes in order to designate the specific select a geographic area using area(s) from which the underlying data set is pulled and the calls olygons/drawing tool Interactive are made. ap functions should include zoom dditionally, in a dynamic scenario (i.e. change in wind 'n/out using zoom buttons and using irection), the user may change and/or expand the area being re-defined zoom levels (e.g., street, alled without having to re-start the process at the beginning. ity, state, and country), movement orth, south, east and west. 14 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 0 .,~ ~C . ~ 6.3.9 he ability to add organization- 1 odeRED provides mapping for Kerr County at no charge. Kerr pecific custom layers to maps in ounty can add their own layers and GIS for a minor charge but rder to target communications more his is not required. recisely and effectively plus the bility to view/hide pre-defined map ayers. For example, location of ower stations, police stations, fire tations, government offices, schools, tc. 6.3.10 bility to import pre-existing shape 1 bile CodeRED interfaces with some GIS systems, the easier les polygons (e.g. neighborhood esponse is to pre-define areas and save them -this is a standard oundaries) from other applications function of CodeRED. o quickly select a geographic area. lease describe the way in which the equirement will be met. bility to use existing ESRI GIS data 1 CN can take any ESRI GIS data as required by the County. 6.3.11 nd the latest ESRI IMS and SDE ersions (currently 9.2) bility to save selected geographic 1 he user has the ability to save scenarios for internal notification 6.3.12 "activation" areas and scenarios. sing the pre-set calling lists, or selecting a geographic area on a ap for community calling. All the user needs at the time of aunch is a job number to determine what area gets the call, hich is previously saved in the system. Then all you would ave to do is call into the IVR (Interactive Voice Response), ecord their situation specific emergency message, and launch he call. bility to directly acquire and 1 CN has the ability and experience of obtaining, storing and 6.3.14 rovide citizen contact information aintaining any and all data required by Kerr County. or the required areas with odeRED already purchases, manages and maintains a national uthorization from the Kerr tabase of more than 160,000,000 household records. We can ounty. rovide our current Kerr County data as a part of our agreement. e can also incorporate any client-supplied data such as 911 to and gather additional data from other sources. 6.4 Reporting bility to view notification results 1 Statistics that show the disposition of every call attempted are 6.4.1 to in real-time while a notification ompiled and made available in "real time" to the user. 's in progress and after it is ompleted. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 15 C ~ ~ 6.4.2 otification/broadcastreswlts reports 1 Statistics that show the disposition of every call attempted are contain the following information: ompiled and made available in "real time" to the user. Among a. Name of the broadcast a items reported are: b. Date and time of the broadcast umber of Calls to be made, Number of Call Attempts and (%), c. Name of the person who umber of Connections and (%), Number ofNon-connects and initiated the broadcast (%), System Minutes Used d. Number of redial attempts he Call List Detail for every record shows: requested by initiator ame /Company /Address /City /State /Zip /Phone /Call e. Summary statistics including Attempt History /Delivery Confirmation /Key press notation total contacts, total confirming receipt/not confirming receipt, hat call list can be viewed 3 different ways. It can be viewed in %confirming/not ~ts entirety showing all records attempted. It can also be viewed conf`u-mingreceipt. If a polling o show only the records where a connection was made and a broadcast, a essage was delivered or, in the alternative, only the records total for each response. here no connection was made and the message not delivered. £ Detailed calling information sers can switch back and forth between these options. including call-result of each ATTEMPT within the broadcast including the addresses and associated phone numbers attempted, the attempt number (if multiple attempts/re-dials are requested) and the result: a. Confirmed (with date & time) b. Busy c. No Answer d. Voicemail bility to view broadcast results by 1 he Job Statistics page allows the user to view confirmed or non- 6.4.3 either confirmed or non-confirmed onfirmed messages. esponses or both. 6.4.4 bility to capture and view "polled" 7 s stated earlier ECN is a mass notification system for outbound esponses whether they are selected mergency calling and are limited in polling capabilities. esponses (e.g., press 1 for yes; press owever, the message recipient has the ability to hit a key press for no) or an informaiional 'wring the message and that key press will be noted in the job esponse to a polling question (e.g., a statistics. hone number, a date, or a quantity). bility to produce ad-hoc reports 1 d hoc reports can be created using all application data. 6.4.5 sing all application data. bility to track and report on user 1 sers have the ability to track and report on user defined fields 6.4.6 efined fields or pre defined users hen calling a geographic are or using apre-set calling list. (such as division or building location bility to export all report data in 1 ata can be exported and sorted as needed. 6.4.7 SV, HTML, or PDF format. 6.5 Contact Information Import Capabilities 16 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com a C ~ t 6.5.1 bility to import employee contact 1 xisting employee contact information can be integrated into the 'nformation from an existing ystem by either sending the data directly to ECN personnel or tabase. (eg peoplesoft/oracle HR) osting to a SFTP site. 6.5.2 bility to upload other contact data 1 y client supplied data ca be posted to a secure FTP site for 'n .csv format. Ability to upload to upload. oup and escalation information in he same upload process. bility to update multiple records 1 ultiple records can be updated by importing new data, to 6.5.3 ith data export and import emove individuals from the system they either have to be placed apabilities. n the do not call list or deleted from pre-determined calling fists. 6.6 Customer Service & User Documentation n-line documentation is provided 1 anuals and hard copy deliverables are delivered once a signed 6.6.1 nd is understandable by non- ontract is received and all manuals are available through the ethnical users. odeRED system in electronic versions at all times. Hard copy ersions are limited, simply because the hard copy and electronic re identical and electronic can be easily updated. These are vailable to print. The CodeRED system is extremely easy to se and requires little to no training to operate. All ocumentation is understandable by non-technical user. 6.6.2 vailable customer service 1 five customer service and tech support is available 24x7x365 for 4x7x365 for emergency service easons restricting the use of emergency or non-emergency ails and at least 10 hours a day for ailing through atoll-free number at no additional costs. Non- on-emergency service calls. mergency questions can be answered during regular business ours gam -6pm EST or through e-mail. All support is included 'n the yearly cost of the service. 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. CodeRED is an entirely web based system, all functions are available using the Internet. As a complete "turn- key" service there is no requirement for any additional hardware or any directly deliverable components. CodeRED will not have any component resident locally that will interface with Kerr County applications. The only item Kerr County would be responsible for providing, at any location requiring access to the ,;a CodeRED system, is a computer to access the CodeRED on-line application and atouch-tone phone capable of dialing a toll-free number. The computer can be ANY existing computer with Internet access, running Internet Explorer 5.0 or higher with access to the Active X control. B. Training: Describe how the Respondent proposes to furnish initial and follow-up training to Kerr County. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 17 C ~ ~ Training is usually done online using your own CodeRED system. The system was built for simplicity and requires little technical knowledge to operate. Training requires a PC with Internet access and a telephone with a speakerphone so that everyone in the room can hear the training session. Training usually lasts an hour sometimes two depending on questions. CodeRED typically requires no consultative services and additional training can be accomplished via webinar or similar standard and on-going services. As part of the project management and contract needs, additional training services can be offered if needed. C. Usability: Has your system undergone a usability test? Please provide most recent usability test report. CodeRED was designed for ease of use and nearly intuitive operation. Before any feature is added we evaluate the operational process to ensure that a system, designed to be used intermittently, can be operated and launched by someone that has received very little training. CodeRED goes through constant usability testing by client communities and our personnel -all clients use the same system and we are constantly modifying the system in ways to keep it easy to use. We have never used an outside evaluator's agency. D. System Reliability: a. What is your system availability for initiating and sending voice and text notifications? All CodeRED clients have the ability to launch voice and text messages 24/7/365. b. Does your company offer a Service Level Agreement for performance? If yes, please include. We do not limit access for any CodeRED client. All CodeRED client communities have maximum priority on the system and access to the maximum speeds. There are no limits or increased costs for additional priority or speed. c. Does your company have multiple geo-dispersed data centers? Please describe. Yes, and we do not reference third party infrastructure. We have multiple data-centers and more importantly calling centers. Please reference question 6-7.1 for a more complete explanations of the various facilities. i. System config~~ration (e.g., primary/baclciip, active-active, sta_ndby). What is the process for failover? There are several references throughout, but from your description "active-active" loosely describes our configurations, or more accurately "active-active-active" as a minimum for all components of our infrastructure. All of our active areas monitor themselves and the other active areas -part of this is our self-healing redundancy with automatic takeover of any primary capacity or duty and notification while the system simply regulates itself, and provides fail-over capability of any function currently in active use. ii. If your system uses a failover configuration or standby, is there any network or telephone capacity loss and what is it? Part of the configuration is the detection of any network or telephone capacity loss. This question does not adequately address any issue. For any given job or process, there is no loss or network or telephone capacity. 18 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com o»~~o For the entire system, there may be a gross loss of capacity, but the system is designed for this with far more resources than needed. This question appears to address a system or potential system that uses all of its assets on a single job or ability. No job or customer has the entire system wide resources directed to it -the overall capacity of CodeRED far exceeds what any single area or community can use. In addition to providing abilities to Spokane County, we ""' must also be able to provide services to any CodeRED client community simultaneously or nearly so. Every CodeRED job for any client launches immediately -there is no job queuing capability in CodeRED. iii. If the system fails over, what steps are required on the customer side to continue operations? None. All fail over is transparent to the client community. iv. Are all system components in multiple data centers? Please describe the level of ,,~, redundancy, including: 1. Application database 2. Application servers 3. Web servers ~. 4. Telephony servers ECN directly owns, operates, and maintains all of the infrastructure used and does not outsource the actual """ message delivery offered in this response. We feel that this is an extremely important point to be made -many competing systems utilize combined or exclusively third party infrastructure. While this is a much less expensive way of providing many thousands of phone lines, it puts the service at a disadvantage in sharing those ~ lines and other resources with other clients and customers that the provider (or the user) is not even aware of and may have no control or influence over. In many cases, the third party is offering services to other emergency notification systems. There will be no hardware, software, dialers or servers on site. CodeRED is fully triple redundant: • Geographically -spread out through the United States .. • Physically -actual equipment in each location can perform alone if severed from others • Multiple Long Distance carriers -handling outbound calling traffic and inbound IVR traffic • Web services -multiple servers in multiple locations ~' • Mapping service -multiple servers in multiple locations • SMTP services -multiple servers in multiple locations • Database services- multiple servers in multiple locations .. • FTP Services -multiple servers in multiple locations • Secure Private VPN -provides networking services between secure facilities •• • Wan Sync high availability database replication • Severs Alive monitoring software • Self healing redundant proprietary algorithms Quality is measured tlu-ough not only anticipated issues we have already created solutions for but the issues which are unexpected and unforeseeable. This is where ECN's knowledgeable staffwill get involved to access °"" the issue and formulate a solution with our clients. ECN's 24/7 technical support is available for clients in emergency situations to help them through the job launch sequence. ECN keeps confidential incident logs to track the progress of any outstanding issues including solutions presented. 19 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com i~ d. Are your data centers co-located at the telecommunications point of presence? Yes, our dialing facilities are co-located. 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 facility. Please disclose whether or not your facilities have this certification. Describe your physical security. YES. Please see Diagram below. Our facilities have state-of--the-art redundant systems that assure power availability, temperature and humidity control along with high-tech security. Facility Features: Redundant UPS Redundant AC/DC Power Data-Grade HVAC 24x7 Secure Entry Advanced Fire Suppression System Secure Cabinets Continuous Camera Coverage Power: • Power circuits are in 120/208v AC and -- 48v DC. • The UPS system is deployed in a parallel redundant configuration with N+1 modules. • Generator hack~~p for 100°.~e of peak load with a fue! supply of 24 hours, with guaranteed refueling contracts in the event of an extended utility failure. Environmental Controls: • High Volume Air Conditioning systems with 100 tons plus .O1 tons per square feet floor capacity. • Temperature: 70 Degrees +/- 3 throughout the facility. • Humidity: 49% +/-5% throughout the facility. Security: 20 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com arr C ~ ~ • Secured 24 hours a day, seven days a week. • Biometric palm scanners, in conjunction with proximity card readers, control access to the facility and ~"" the data center floor. • Facilities are monitored via closed circuit digital camera coverage with 24-hour recording and 30-day digital video storage. • Facilities are equipped with centralized security stations. it 24 Hour Critical Systems Monitoring/Disaster Prevention: • All systems (including UPS, DC Power, PDU (Power Conditioning and Distribution Unit), HVAC, ,~„ Temperature, Humidity, Security, Fire Threat) are constantly checked by an advanced monitoring system. • Zoned fire detection is managed with the VESDA air sampling system. • Zoned dry-pipe pre-action systems complement the front-line detection system. ii. Network: Describe your network security. ECN uses Kerberos-based authentication for network operating system level. File level security. iii. Transmission: Describe your transmission security. .. RSA 1024 Bit security, VPN using RSA 2048 Bit Security and also Private Managed VPN to datacenters. CodeRED does not use any third-party dialing, and transmission of calling details is limited to only the 10-digit ""' number. iv. Database: In which database is your customers' data stored (e.g., Oracle, SQL Server, etc.)? Describe your database security. SQL. Microsoft Standard Security measures are taken. b. Has your staff undergone Personnel Security Training? If so, describe the training. „~ Security is always a concern and in more levels than is discussed here -not simply data security. Security is part of the very infrastructure of CodeRED. CodeRED has been used for many years and meets and exceeds all parameters in qualifying for grant monies through Homeland Security and other grants, as well as parameters for dealing with 911 and e911 data -CodeRED received secure transmission directly from at least one national 911 ~. data provider for client communities. c. Has your system/solution undergone a security audit and/or test. If so, please provide most recent security audit/test report. CodeRED is evaluated regularly internally and extenlally, and security is included as a component of business continuity, disaster recovery, infrastructure expansion and more. No component is or can be shared. d. Have your employees had security clearance checks and investigations? Please describe security ar clearance checks and investigations your employees have completed. Every employee is background checked and screened, deficiencies noted and employment denied to any ,,, prospective employee that cannot clear the background checks. Several employees have inactive security clearances through government and military agencies, especially in our IT components. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 21 0 C 1 Section 7: Implementation Plan Provide a project schedule that corresponds to the implementation approach. The project schedule should include: i. Major tasks, su tas s, and tas owner ii. Task durations iii. Task dependencies 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, etc. As an entirely web based service, there will be no physical deliverables made. Installation into most client communities is done within a 30-day period. Depending on the specific needs unique to KERR County, the set up procedure could take up to thirty (30) days. Timeline: Contracts signed and payment received Day 0 Database Requirements Received and loaded by ECN Days 1-10 Pass Code Request received by ECN Days 1-10 Official Pass Codes Granted Days 11-15 Map out City Boundaries Days 15-20 Client Training Days 20-23 Client Testing Days 24-30 Please see work plan below for more information, Approach to Providing Services If KERR County desires to contract to Emergency Communications Network (herein called "ECN") for the performance of services provided to KERB County of the CodeRED Emergency Notification Service. This document describes ECN tasks, requirements, schedule and deliverables for completing this project. Period of Performance The CodeRED service is aweb-based off-the-shelf application that requires cone-year contract paid up-front. No hardware or software is needed; therefore, installation is very expedient. Most standard CodeRED clients are operational in thirty (30) days or less. The ECN Project i Tanager and the designated KERR Cou~ity will develop a mutually agreeable project start date. Contract term based on the requirements of KERR County. Place of Performance The Services may be performed at the following facilities: • ECN location at 9 Sunshine Blvd. Ormond Beach, FL 32174 • KERB County will have access to the Service via any computer with an unobstructed Internet connection. Task Description ECN will perform the system setup, supply the annual System Minutes, and manage the KERR County databases for the CodeRED Emergency Notification Service. ECN will provide a task leader and other technical personnel to perform their part of the services. The specific ECN activities are: 1. Contract signed by both parties and returned to Emergency Communications Network, Inc. (ECN). 2. KERB County information Added to ECN Internal Systems: 22 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 0 C ~ ~ • Startup packet sent FEDEX to KERB County with the pass code and database form attached for them to complete and send back. 3. ECN Programming begins for new CodeRED account assigning initial minutes, KERR County identification and group name. 4. Database form completed and returned from KERR County to ECN. 5. ECN Client Data file loaded: ~"' • Any client data file (i.e. staff files, E911...) from the KERR County is cleaned for their client database. • Once the database is loaded ECN can proceed to pass code creation. '~" 6. Pass code form completed and returned from County to ECN: • Pass codes are individually created. (3-days after data loading complete) • Link new pass codes with client database for County. ~" • Generate report for all new pass codes for County. 7. ECN tests new pass codes for interaction with new data loaded from step 6: • Login to the County account as the main point of contact and configure mapping defaults '~"` 8. Send new pass codes (as inactive status) to the County and schedule training time with their staff. 9. Training with County staff 10. County pass codes can now be activated once the County has completed training. ~.. 11. Setup process is complete: CodeRED System now active for the County. 12. Final system acceptance test as determined by the parties and sign off by the County. 13. Invoice generated and sent to the County Contract Manager. ,,,,, Data loading usually takes one week and pass code creation on average takes 3 busuiess days after the data has been loaded. The client is responsible for submitting the database form and the pass code form back immediately to make this 30 days window. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 23 o»~~o Section 8: Kerr County wants pricing on a. Setup cost for both geo notifications and notifications to pre-defined recipients b. Cost per notification event or per member c. Fixed cost for unlimited usage on a yearly basis d. Any ongoing cost for service/maintenance e. Multi-year discounts and associated cancellation penalties, if any f. Cost per minute or per block of minutes g. Cost of phone number data from 3"' party vendor The cost of CodeRED is extremely cost effective and affordable. The cost of the CodeRED system is based on population and is a single cost concept. Everything (including many unique and patented features) is included in the annual cost, and allows the county to always know how much money to budget from year to year. There are no other hidden add on charges for use of other features. Everything is bundled into a single, affordable cost per year, making CodeRED the most cost effective/affordable solution available. 24 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com o»~~o Cost Proposal Option #1 (Pricing good for 180 days from 1/9/09) '~` There are no set-up fees, no dedicated telephone lines to purchase or operate, and no special equipment or facilities to buy and maintain. The only item Kerr County would be responsible for providing, at any location requiring access to the CodeRED system, is a computer to access the CodeRED on-line application and atouch-tone phone "" capable of dialing a toll-free number. The computer can be any existing computer with Internet access, running Internet Explorer 5.0 or higher. The cost for a one (1) year contract with renewals would be as follows: ~ • CodeRED system Setup =Included • Initial database =Included • 30,000 minutes system time annually =Included (Equivalent of 60,000 - 30-second messages) ,,, • UNLIMITED text and a-mail capabilities =Included • Initial customer supplied data upload =Included (911 data, Utility data, etc.) • CodeRED user pass codes for up to 5 groups or individuals =Included ~„ • Rea1Ca11® Message Delivery System =Included (Patented Feature) • Universal ANITM =Included (Unique Feature) • ValidataTM =Included (Unique Feature) • 24/7 Technical Support =Included • 500 Testing and Training System Minutes = NO CHARGE • Initial CodeRED system distance training = NO CHARGE ,,,,,, • Design and web hosting custom Database Update Page = NO CHARGE 0 Annual Kerr County Total = $10,000 Renewals will be offered after the first year of service. The CodeRED System Time will be replenished to the ~, original balance every year at the time of the renewal regardless of minutes used. There are no annual or other cost increases built in the service agreement -the annual cost will remain the same so long as the contract is in effect. ~"" *All of the costs associated with running the CodeRED service are calculated into the minutes used to deliver calls (billed in six-second increments) for your convenience. System minutes are only deducted from System Time bank for delivered calls. A large bank is included with the CodeRED solution, expected to more than a +~ community will use in a typical year. 25 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com C ~ ~ Cost Proposal Option #2 UNLIMITED Emergency Calling (Pricing good for 180 days from 1/9/09) There are no set-up fees, no dedicated telephone lines to purchase or operate, and no special equipment or facilities to buy and maintain. The only item Kerr County would be responsible for providing, at any location requiring access to the CodeRED system, is a computer to access the CodeRED on-line application and atouch-tone phone capable of dialing a toll-free number. The computer can be any existing computer with Internet access, running Internet Explorer 5.0 or higher. The cost for a one (1) year contract with renewals would be as follows: • CodeRED system Setup =Included • Initial database =Included • 30,000 anytime minutes annually =Included (Equivalent of 60,000 - 30-second messages) • UNLIMITED EMERGENCY minutes annually. • UNLIMITED text and a-mail capabilities =Included • Initial customer supplied data upload =Included (911 data, Utility data, etc.) • CodeRED user pass codes for up to 5 groups or individuals =Included • Rea1Ca11® Message Delivery System =Included (Patented Feature) • Universal ANITM =Included (Unique Feature) • ValidataTM =Included (Unique Feature) • 24/7 Technical Support =Included • 500 Testing and Training System Minutes = NO CHARGE • Initial CodeRED system distance training = NO CHARGE • Design and web hosting custom Database Update Page = NO CHARGE Annual Kerr County Total = $17,500 Renewals will be offered after the first year of service. The CodeRED System Time will be replenished to the original balance every year at the time of the renewal regardless of minutes used. There are no annual or other cost increases built in the service agreement -the annual cost will remain the same so long as the contract is in effect. *All of the costs associated with running the CodeRED service are calculated into the minutes used to deliver calls (billed in six-second increments) for your convenience. System minutes are only deducted from System Time bank for delivered calls. A large bank is included with the CodeRED solution, expected to more than a community will use in a typical year. 26 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com - o»~~o Cost Proposal Option #3 UNLIMITED Calling (Pricing good for 180 days from 1/9/09) ~" There are no set-up fees, no dedicated telephone lines to purchase or operate, and no special equipment or facilities to buy and maintain. The only item Kerr County would be responsible for providing, at any location requiring access to the CodeRED system, is a computer to access the CodeRED on-line application and atouch-tone phone ~+ capable ofdialing atoll-free number. The computer can be any existing computer with Internet access, running Internet Explorer 5.0 or higher. The cost for a one (1) year contract with renewals would be as follows: • CodeRED system Setup =Included ,, • Initial database =Included • UNLIMITED minutes annually. • UNLIMITED text and a-mail capabilities =Included ,,,•„ • Initial customer supplied data upload =Included (911 data, Utility data, etc.) • CodeRED user pass codes for up to 5 groups or individuals =Included • Rea1Ca11® Message Delivery System =Included (Patented Feature) •„ • Universal ANITM =Included (Unique Feature) • ValidataTM =Included (Unique Feature) • 24/7 Technical Support =Included ~.. • Initial CodeRED system distance training = NO CHARGE • Design and web hosting custom Database Update Page = NO CHARGE Annual Kerr County Total = $25,000 Renewals will be offered after the first year of service. The CodeRED System Time will be replenished to the original balance every year at the time of the renewal regardless of minutes used. There are no annual or other cost increases built in the service agreement -the annual cost will remain the same so long as the contract is in effect. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 27 c CODERED I~YEATHER WARN/NG Weather Warning (Pricing good for 120 days from 1/9/09) ECN also offers a service called CodeRED Weather Warning to be included with your CodeRED® system. This is a feature that no other company in the emergency notification field offers. CodeRED Weather Warning is an early, telephone warning system designed to deliver severe weather warnings, flash flood warnings and tornado warnings, within seconds after being issued by the National Weather Service (NWS). CodeRED Weather Warning will deliver apre-recorded alert message directly to your residents' phones that are in the projected path of the severe weather threatening your local area, 24 hours a day, 365 days ayear - Automatically! Therefore providing your residents with extra time for preparation that could save lives. This becomes extremely critical if a tornado comes through your area during the night, when television and radios broadcasts and sirens are ineffective. CodeRED Weather Warning uses new polygon warning methodologies direct from the NWS. If the NWS bulletin has identified a severe storm in your area the CodeRED Weather Warning instantly interprets each bulletin to determine the severity of the warning and the exact area(s) affected. CodeRED Weather Warning then creates a calling database of all CodeRED Weather Warning subscribers within the projected path of the severe weather. This calling database is submitted (within seconds) to the massive CodeRED Weather Warning automated calling system. Your calls go out automatically with no interaction needed by your staff. To deliver warnings, CodeRED Weather Warning utilizes a massive computerized calling system connected to thousands of telephone lines. This system can deliver over one million weather-warning calls per day! The dialing speed of CodeRED Weather Warning makes it possible to call all of our subscribers within seconds after a warning is issued for their area. The calls are delivered so quickly; they often arrive before any other warnings are made public, usually before television or weather radio-broadcasts! In situations where minutes matter, CodeRED Weather Warning stands alone as the best way to protect your citizens from the threat of severe weather. CodeRED Weather Warning is an opt-in service therefore, only your residents who sign-up will be contacted. As your citizens sign up for this service, this will increase your database for Standard CodeRED®. The cost for a one (1) year contract with renewals would be as follows: • CodeRED® Weather Warning system Setup =Included • Unlimited system time annually =Included • 24/7 Technical Support =Included • Custom Designed Link for community sign up = NO CHARGE Standard Annual Kerr County Total = $5,000 2s Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com C ~ ~ Section 10: Conditions 10.1 Expenses: Submit Proposal 10.2 Insurance: Submit Proposal 10.3 Assignment: Any attempt by Supplier to assign or otherwise transfer any interest in this Agreement without the prior written consent of Kerr County shall be void. 10.4 Attorney's Fees: The parties agree that in the event of a dispute, each party will bear its own costs of litigation and attorney's fees. 10.5 Compliance with Law: The Supplier shall comply with all applicable federal, state and local statutes, regulations, ~+ ordinances, or other legal requirements that apply. 10.6 Confidential Treatment of Information: Supplier shall preserve in strict confidence any information obtained, assembled or prepared in connection with the performance of this Agreement. 10.7 Dispute Resolution: All parties agree to mediate any disputes at the Hill Country Alternate Dispute Resolution Center prior to filing suit. 10.8 Inconsistencies in Conditions: In the event there are inconsistencies between the specifications, Scope of Work, and the proposal terms or conditions, contained herein the proposal terms and conditions will take wr precedence. 10.9 Indemnity: Submit Proposal 10.10 Bond: The Supplier shall obtain a Performance Bond in an amount total to the contract price. Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 29 C ~ ~ Section 11: Agreement /Contract Respondent shall review and note any exceptions to the sample contract below. Submit proposal. 30 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 0 C ~ t CUSTOMER REFERENCES „~ Jacksonville, FL /Donald Hall /Emergency Manager / 904-237-4205 CodeRED is a standard product and solution that has been providing mass notification for Jacksonville, FL starting last year. The City of Jacksonville specifically procured CodeRED as a Sole Source contract for the ability to notify the city population. ~. St Paul, Minnesota /Mike Thoemke /Public Works Administrator / 651-266-6236 CodeRED is a standard product and solution that has been providing mass notification for St. Paul, MN for the last 3 °'~` years. St. Paul currently has aone-year contract with the option to renew each year at the same cost. St. Paul specifically procured CodeRED via RFP for the ability to notify the city population, and resident college students who largely do not use "mainstream" media of snow emergencies, which initiate obligations for the residents. CodeRED was procured to replace an alternative system that did not perform as indicated or needed.. Collin County TX / Wayne R. Valdepena Jr / 972-548-4124 ,~, CodeRED is a standard product and solution that has been providing mass notification for Collin County, TX for the last year. Collin County currently has aone-year contract with the option to renew each year at the same cost. Collin County specifically procured CodeRED via RFP for the ability to notify the county population and replace a system that did not perform as indicated. No hardware was used during the implementation or life of the service. Austin TX /Paul Hopingardner /Technical Issues Director / 512-974-2408 CodeRED is a standard product and solution that has been providing mass notification for Austin, TX since ~' November 2006. Austin currently has aone-year contract with the option to renew each year at the same cost. No hardware was used during the implementation or life of the service and ECN hosts all equipment. ~" Orlando, FL / Taunya Harris /Communications Manager / 321-235-5312 CodeRED is a standard product and solution that has been providing mass notification for Orlando, FL for the last 4 years. The City of Orlando specifically procured CodeRED for the ability to notify the city population, and to +~ replace an alternative system that did not perform as indicated or needed. During the hurricanes of 2004, Orlando made nearly 1,000,000 notifications and was reimbursed by FEMA and the State of Florida for the use of the CodeRED system. No hardware was used during the implementation or life of the service. ~.. A Child is Missing /Sherry Friedlander /President / (954) 763-1288 ECN is the backbone to the national non-profit organization for A Child is Missing. ECN has been providing service to the organization for the past 9 years. ~. *ECN provides the CodeRED service for nearly 600 separate govermnent agencies, covering thousands of cities throughout the United States. There are hundreds of implementations done in the past 5 years alone for CodeRED. "' CodeRED has never had a contract cancelled and CodeRED has nearly a 100% renewal rate. CodeRED has never been cancelled for cause or convenience, and CodeRED has never been replaced by another system. CodeRED has replaced nearly every type of system on the market. 0 31 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com C ~ ~ 5.7 ADDITIONAL INFORMATION Respondent(s) may provide additional information that is relevant to this proposal for consideration. Additional information must be limited to two pages or less. -There are several important elements to look at when selecting an emergency notification system. With all the different technologies available and companies who APPEAR to do almost the same thing you have to look beyond what is just written on paper and decide what will be the most advantageous for your community. ECN prides itself' on many things, but our experience, ease of use, and reliability sets up apart from every other vendor out there. ECN was one of the very first web-based systems available; we have had years of experience that most companies can only dream about. To date we have sent billions of calls out for massive hurricanes, deadly floods, fierce fires, and every other natural or man-made disaster imaginable for communities just like yours. -Very little technical knowledge is required to operate CodeRED. We like to say, "emergency notification is our full time job NOT YOURS". We have created a system that can be used by anyone, anywhere, for anything. Our clients actually use our system, its not sitting in a box, as a footrest in some office or so complicated that no one can figure out how to turn it on. -As mentioned earlier in the RFP ECN owns, maintains, and operates its entire infrastructure and does not outsource the actual message delivery offered in this response. We feel that this is an extremely important point to be made - many competing systems utilize combined or exclusively third party infrastructure. While this is a much less expensive way of providing many thousands of phone lines, it puts the service at a disadvantage in sharing those lines and other resources with other clients and customers that the provider (or the user) is not even aware of and may have no control or influence over. In many cases, the third party is offering services to other emergency notification systems. -Data collection and management is one of the most critical components to successful erergency notification. Although no single database will ever be 100% complete, there are several ways to compile data so the majority of your residents will be notified when notifications are issued. ECN will work with Kerr County to build the most accurate and comprehensive database available. ECN has the ability and experience of obtaining, storing and maintaining any and all data required by Kerr County. CodeRED already purchases, manages and maintains a national database of more than 160,000,000 household records. t~~e will provide our current Kerr County data as a part of our agreement. This data is updates on a quarterly basis or as often as we get updates from the provider. We can also incorporate any client-supplied data such as 911 data and gather additional data from other sources. Annual client supplied data loads are included in the yearly cost of the service. CodeRED also offers a unique way for citizens to request adding and/or updating their information in the database. This Internet link to the Community Notification Enrolment Page (CNE) is primarily used for people with unlisted numbers, cell phone numbers, telephone number and/or address changes and new telephone numbers and addresses. The CNE page allows for daily updates to the database. As Kerr County launches calls into the community all of Kerr County's calling data will go through our ValidataTM process. ECN will test any calling data that registers as invalid when used, to determine whether those numbers are actually invalid or just not available at that time. ECN will remove all phone numbers determined as invalid from your CodeRED database, which results in more accurate connectivity rates and faster delivery rates. 32 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com - o»~~~ This is another step ECN takes to keep your database accurate and up-to-date. The more Kerr County uses the CodeRED system, the more accurate the data will be. This is a unique feature that no other system offers. All database management and manipulation is included in the yearly cost of the service. ~. -Because CodeRED operates in a hosted environment, our clients always have the advantage of the newest and most current generation of technology at their fingertips. The unique design and open architecture of CodeRED provides "~" new features and system improvements to our clients at no additional effort or expense. Since it operates in a shared resource environment, every aspect of CodeRED must be robust, secure and unquestionably reliable. ECN employs extraordinary measures to build redundancies, back-ups and contingencies into every aspect of the CodeRED system. This includes multiple operations being performed simultaneously at different remote sites in "hardened facilities" around the country. ~,. -CodeRED can be launched from anywhere -there is no requirement to go to a central location or specific PC to set- up or launch a job. Jobs can be preset to allow immediate launch at time of need. Initial launch of the calls is virtually instantaneous. .. -CodeRED uses our phone lines and none of the lines you will need in an emergency. In an emergency situation, that is exactly when you. need your phone lines, and to give them up to your emergency dialing system is not an acceptable option. Line sharing systems are temperamental and inefficient and often do not release lines in use, ~. requiring communities to limit access to the lines to keep systems from dominating an entire phone system at the worst possible time. CodeRED does not "borrow" a system from another community to increase speed and throughput. At the time of the biggest need, the systems cannot be shared since all the communities may be affected ""' at the same time. CodeRED does not require the use of your limited and busy IS resources. With CodeRED, every customer is always on the latest version and revision without any IS intervention. With CodeRED the community does not have to schedule upgrade or maintenance time on the system. -CodeRED does your database updates for you, and in fact supplies a database for your use in addition to any of your databases, such as 911 or Utility databases. CodeRED does not charge for annual database updates. CodeRED does any and all programmatic upgrades for you. Every CodeRED customer is always on the latest and best version. If a bug ever is discovered, every customer has the fix at the same time and requires no IS intervention. „~, -CodeRED requires no additional hardware or software, so there is never any need to replace your PC, cards, add memory or monitors. CodeRED always comes through the long distance side, so increased local usage, as occurs during an emergency, is less likely to affect connection rate. And CodeRED has all calling costs included. -All phone use and any applicable toll charges are part of the pricing structure. There are NO additional charges for phone use within the time usage purchased. Additional time can be acquired if needed at any time, and there is an automatic repurchase option that ensures that no call is terminated before its delivery to all intended recipients. "~' Additional minutes, with no additional charge, are supplied with every contract for testing and training purposes. -CodeRED IS THE ONLY system that uses the patented technology of Rea1Ca11® Message Delivery System to .r ensure that voice messages are delivered in full without guessing greeting message times, or looping the voice message twice or more. Voice messages are always delivered in one pass. ECN owns this patent (Reference U. S. Patent No. 6,324,262 B 1) This is a patent feature that no other system can offer. -ECN has also invented a Universal ANITM. This gives your residents the ability to call the toll free phone number back that appears in their caller ID and hear the last voice message that was delivered to their phone number. This is 0 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com 33 o~»~~ a great feature for those residents that may not have an answering device but has caller ID, or for a resident that would like to listen to the message a second or third time. Tliis is a unique feature that no other system offers Features • Testing / trauiing minutes are included at no additional charge. • Automatically generates calling statistics. Provides documented confirmation of individuals alerted. Calling statistics are updated for web viewing every minute. • Implementation can be accomplished very quickly and easily • Ease of use of CodelZED is unparalleled. • Cost is based on anticipated system usage only, and there are no additional charges. • No hardware or software to be installed locally or on-site. • Name and phone number entry can be accomplished locally for calling lists, do not call list or databases. • Customer Supplied databases can be integrated for additional accuracy and penetration. • User-friendly mapping interface provides fast generation of geographic information. • No additional phone lines are required. • No hardware is required. • Each record is attempted multiple times until reached. Recalling non-connects is a standard feature. • "Always call" list standard for monitoring system usage. CodeRED has nearly 700 client communities just like yours that use the system everyday. CodeRED has never had a contract cancelled and CodeRED has nearly a 100% renewal rate. CodeRED has never been cancelled for cause or convenience, and CodeRED has never been replaced by another system. In short, ECN has the ability to provide Kerr County with an emergency notification system that meets and exceeds all requirements in this RFP. ECN would like to thank Kerr County for allowing us to be a part of this process and if selected will undoubtedly exceed all expectations. 34 Emergency Communications Network, Inc. • 9 Sunshine Blvd • Ormond Bch, FL 32174 PH: 866-939-0911 x308 • FAX: 386-676-1127 • www.CodeREDweb.com C~OG'17 ~Et {. }, ~ ~ } N ~Yk .'m'~t . Response to RFP "Emergency Notification Services" 1~11QtiflC~t~Qt7 ~tilU~+U1~S Prepared For: Kerr County Prepared bv: Jeff Griffin January 9, 2009 AvTEx Beyond the Cali This proposal is valid for a period of 180 days. Avtex, LLC, 9401 James Avenue South, Suite 180, Bloomington, MN 55431, 800-323-3639 ext. 3717 1 TABLE OF CONTENTS Section 5.1 - Respondent Experience and Personnel .................................................................3 Section 5.2 - Customer References ................................................................................................4 Section 5.3 - Contractor and Subcontractor Listing ......................................................................5 Section 5.4 - Scope of Work and System Requirements ............................................................5 Section 5.5 - Implementation Plan (Installation Schedule by Phase and Task) ....................15 Section 5.6 - Pricing .........................................................................................................................17 Section 5.7 - Additional Information ..............................................................................................18 Attachments: Attachment 1 - CityWatch Service Agreement A~/TEX Beyond the Call Avtex, tLC, 9401 James Avenue South, Suite 180, Bloomington, MN 55431, 800-323-3639 ext. 3717 2 Section 5.1 -Respondent Experience and Personnel Company Background Avtex, LLC is a Minnesota based Corporation with its principle offices located in Edina Minnesota. Annual sales revenue for 2007 surpassed $23,000,000.00. 2008 results are not yet prepared. Avtex, LLC has been in business for over 37 years with a specialization in Interactive Call Processing and extensive experience in vertical market system development. AVTEX's federal tax ID is # 41-1763767. We are not involved and have not been involved in any significant litigation, contract breach, nor claims or settlements for the past five years. AVTEX sole business objective is to provide Interactive Call Processing systems and services for virtually every sector of the public and business communities. AVTEX is an authorized dealer for several Call Processing technologies including Avaya, Lucent, Interactive Intelligence, NICE Voice Logging Systems, and other Call Processing platforms. AVTEX enjoys National Account Vendor status with several fortune 500 companies including Honeywell, Burlington Northern, Imation, National Computer Systems, Jostens, Northern State Power, and others as their developer, programming consultant, system design, system installation, and ongoing system maintenance provider of Call Processing technologies. AVTEX has developed several "vertical market systems and services" such as the CityWatch Community Notification System and Services to provide targeted call processing solutions to specific industry needs, such as those contained in Kerr County'ss RFP. Contact Information Avtex, LLC (established in 1971) CCR Cage Code 1 LNC7 9401 James Avenue South. Suite 180 DUNS# is 061451043 Bloomington, Minnesota. 55431 Additional Offices: Milwaukee, WI -Appleton, WI -Des Moines, IA -Cincinnati, OH -Atlanta, GA -Palo Alto, CA. Company Officers: Bob Denman -President Don Denman - VP, Citywatch Chris Kumsher - VP, Finance Tom Denman -Chief Technology Officer Phone: 800-323-3639 Fax: 650-321-5847 Local Organization and Kerr County Primary Company Contact: Jeff Griffin, Sr. Account Manager 470 Nevada Ave. Palo Alto, CA 94301 1-800-323-3639 ext. 3750 jgriffin@avtex.com Section 5.2 -Customer References Sgt. Frank McElligot Plano Public Safety Communications 909 14th Street Plano, TX 75074 972-941-2527 CityWatch system Columbia 911 Center Steve Watson Emergency Planner 58611 McNulty Way St. Helens, OR 97051 503-397-7255 ext. 2240 swatson(a~columbia911.com Hosted CityWatch services Mr. Kevin Ives Solano County Sheriffs Office 530 Clay Street Fairfield, CA 94533 707-784-1600 Installed September 1998 CityWatch system Bill Powell Vallejo Pofice Department 111 Amador St. Vallejo, CA 94590 707-648-4685 Installed 1996 CityWatch system Section 5.3 -Contractor and Subcontractor Listing Avtex LLC will be your only contractor on this project. There is no subcontractor needed. Section 5.4 -Scope of Work and System Requirements Description of Organization Managing Your Hosted Service: The CityWatch Division of Avtex is headed by Mr. Don Denman, VP. Colleen Reynolds manages the personnel who have the day-to-day responsibility of managing your account in our hosting facilities. The Project Managers overseeing the efforts involved in the initial loading of your data onto the system and updating phone and map data on a quarterly basis are either Jeff Gilbert or Rick Buck. Your support team includes Daylan Johnson, Jill Sanfacon, Pam Proctor (Support Manager), Lu Ann Pugh, Christine Reed and Kevin Douglas. Colleen Reynolds will assume overall responsibility for all aspects of system installation and user training. Colleen is supported by the Engineering and Technical Staff under the management of Mr. Jeff Denman. Mr. Joe Little, Mr. Tom Denman, Mr. Bob Traynor, Mark Rassmussen and Todd Davison are all members of the technical and programming staff at Avtex, LLC Our highly experienced Programming Staff are responsible for system build, system configuration and testing, custom software development (if required) and help as an ongoing resource to technical related issues. 'Requirement... Req Response Comments /Explanation- No. Code 6.1 General Re uirements 6.1.1 A solution designed specifically for 1. The solution quoted herein is a CityWatch Hosted services mass notification using the SaaS contract in a Software as a Service (Baas) configuration. You (software as a service) model so that: CityWatch services will be configured your stated requirements: 1) No hardware is required beyond No hardware is required. existing PC workstations with 1. Set up is fast -within one week of receiving your Microsoft OS Windows 2000 and maps and phone number. all later MS OS and with Microsoft 2. No cost for upgrades or enhancements. Internet Explorer 6.0 or later. 3. All maintenance and installation costs are included in the one low stated cost. 2) Setup is fast and easy 3) Upgrades and enhancements are provided seamlessly at no additional cost. 4) A separate installation and separate maintenance is not re uired for each customer. 6.1.2 Capabili to initiate calls to at least 1. De endin on the ca abilit of our local hone network to 5 Requirement '' Req Response Comments /Explanation No. Code 10,000 contacts atone time and to handle the call traffic at the time of the call, our service can deliver at least 50,000 30 second local initiate 10,000 calls immediately and theoretically complete the or long-distance voice messages per 50,000 calls to the extent that the database is up-to-date with hour. correct and in-service hone numbers for the called arties. 6.1.3 Scalability to accommodate additional 1. You may add contacts to your service at any time. There is no contacts on-demand limit to the contacts ou ma add. 6.1.4 Security to prevent inappropriate use 1. Privacy of contacts is ensured by encryption on the server and and to maintain privacy of contacts during any transmission, HTTPS and SSL connection and including login/password strong password access. authentication and access through htt s secure communications 6.1.5 Ability to initiate and deliver 1. Our hosting center has triple redundant power, cooling, secure notifications 24x1x365 with at least facilities, communications monitoring and 100% redundant 99.9% availabilit with a failover s stem in a se arate state. 6.1.6 Ability for the notification to be 1. The first call will be made well within the 2 minute time frame. delivered to the first intended contact device within two minutes of the re uest to do so. 6.1.7 Ability to provide to in audit trackin 1. You will have the abilit to track to ins and actions of all users. 6.1.8 The application can be configured and 1. The system will be up and running in approximately 1 week of ready for testing within 60 days after receipt of order, maps and phone numbers. the purchase order has been received. 6.2 Sendin Notifications 6.2.1 Ability to send notifications to any 1. Your CityWatch service will support both staff recalls and pre-identified recipients (such as geographic community calling. The system will use your ESRI employees, vendors, and first based GIS maps and your phone numbers in an easy to-use responders) and to geographically- interface where drawing areas on a map and calling is identified recipients through a accomplished using simple dashboard controls. standard GIS (Geographic Information S stem interface 6.2.2 Ability to set up user-defined fields in 1. You'll be able to define unlimited fields in the contact database the profiles of message recipients. for your use in creating call outs to groups based on the data Ability to select message recipients in those fields, such as skills, location, etc. 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-defined criteria). 6.2.3 The ability to send "polling" 1. Polling and surveys are included. You can set up the calls and broadcasts to pre-defined recipients, responses with full freedom and get full reports. where a recipient is asked to respond to a question or series of questions. 6.2.4 Ability to send geographic polling 1. Geographically based calls also allow for polling and surveys. notifications. 6.2.5 As part of the notification solution, 1. You'll receive aself-registration page linked to the County web provide the ability for citizens to self site that your citizens and staff can use to self register their register additional contact information phones, including cell phones, plus email, etc. You can also such as a mobile number ore-mail ask them to sign up for informational groups such as address. Preferably this should be neighborhood watch, etc. accomplished through a link on the Kerr Coun website. 6.2.6 Ability to notify pre-identified 1. The proposed solution for San Antonio addresses all of the recipients via: listed communications channels. We can also integrate to 1. Phone (land-line, mobile, satellite) systems for unified operation with sirens, electronic signage, 2. Blackberry EAS, screen pop and more. 3. PDA Requirement` -, Req Izesponse Comments / Exphnation NO. Code 4. Text message Contacts may have up to 10 phone numbers and 5. Instant message email/wireless addresses. 6. a-mail 7. fax Confirmations are standard for all 2-way devices, including 8. 1-way and 2-way SMS email. Plus the ability to receive confirmations from the contacted device. Ability to provide for at least 8 different contact numbers/addresses and to receive confirmation of receipt of the message. Please note any exceptions to the above. 6.2.7 Ability to sequence the contact paths. 1. Contact paths are fully customizable. For example voice Ability to provide two different calling may be labeled "voicel, voice2, etc." to define calling sequences depending on whether it is sequence. You may further define what devices are to be an emergency notification or a non- contacted. For example, using text message only during a emer enc notification. non-emer enc . 6.2.8 Ability to send notifications to pre- 1. Included. defined groups of people where each individual within the group has their own contact information and can confirm recei t of the messa e. 6.2.9 Ability to send to selected groups and 1. Included. selected individuals with a single messa e 6.2.10 Ability to create, send, and manage 1. Included. notifications from any computer, usin a browser, at an time 6.2.11 Ability to call a live operator 24x7x365 1. Yes. You will call your Support Desk personnel who will assist to create and send notifications with the activation, including a complete remote activation if you need it. Note: After hours calls activate apager/on-duty res onse. Calls will be returned in 30 mins. 6.2.12 Ability to enter a message in text and 1. Included. to have it translated to speech (i.e., text-to-speech function) 6.2.13 Send notifications using text to 1. An English TTS engine is included in the service. French and speech in Spanish, French or English. Spanish TTS notifications are created off-line and stored as wav files in the messa a libra 6.2.14 The application shall be able to 1. Redial attempts and delays can be set per notification and a perform as many redial attempts as large number of redails may be chosen if desired. requested by the user and can vary by notification. 6.2.15 Capability to confirm receipt of 1. Included. messages and to request that the messa a be re Bated. 6.2.16 Ability to save pre-recorded voice and 1. Included. text messages for later use 6.2.17 Ability to re-send a notification to only 1. Included. those who did not respond to the on final notification. 6.2.18 Ability to record a message which 2. his feature planned for June '09. employees can then access by calling a toll-free number. Requiremer-f Req Response Comments /Explanation No. Code 6.2.19 Ability to automatically request that at 5. Although we have a conferencing capability as defined in your least 90 employees join a conference requirement, a third party conference bridge will be needed for call when they receive a notification large groups like 90. and ress a ke on their tele hone. 6.2.20 Ability to send notifications at the 1. Included. same time to the same or different reci Tents. 6.2.21 Ability to set up recurring 1. Included. notifications. 6.2.22 Abilit to override call-blockin 1. Included. 6.2.23 Ability to notify those with special 1. Included. CW platform fully supports TTY/TDD using V.18 and needs throu h TTY. DTMF rotocols. 6.2.24 Ability to record messages that can 1. Included. then be accessed via toll-free call-in. 6.2.25 Ability to escalate messages when 1. Included. the intended recipient has not confirmed receipt of a message (with at least three levels of person-to- erson) 6.2.26 Ability to setup "quota notifications" 1. Included. Called "team builder" notifications in CityWatch. that end after apre-determined number of confirmations are received and then contacts those who confirm after the quota is reached to inform them that the are no Ion er needed. 6.2.27 Ability to customize the telephone 1. Included. number display (caller ID) for voice messages and the email addresses for text messa es 6.2.28 Ability to customize the greeting that 1. Included. precedes a message delivered by voice. 6.2.29 Can provide a library of message 1. Included. No limit to pre-defined messages or map areas. maps to incorporate into notifications. Please list available message libraries and number of available maps for each: (e.g. Pandemics, Earthquakes, Hurricanes, etc. 6.3 Selectin Geo ra hic Areas 6.3.1 Ability to search for a geographic 1. Included. location using the following criteria: Search is not case sensitive. 1. Address 2. Street Name 3. Streets/Cross Streets 4. Community I City Search criteria is not case sensitive. An indicator shows when a search is in progress and completed. If not records match, a "no match found" message is displayed. Requirement.... , . Req Response Comments /Explanation N0. Code 6.3.2 When the search is complete, the 1. I ncluded. result is hi hli hted on the map. 6.3.3 Search capabilities using Soundex. 7. Note: Our search routine uses a location service to best find to if the search term(s) is incorrect. 6.3.4 If more than one record matches the 1. Included. search, the records are sorted and provide options for determining the correct record. 6.3.5 Ability to send notifications to a 1. Included. selected eo ra hic area b zi code. 6.3.6 Ability to identify a geographic area 1. Included. defined by an address and a radius around that address. 6.3.7 Ability to select a street segment by 1. Included. selecting a street name and two cross-street names. 6.3.8 Ability to use an interactive map 1. Included. through a standard GIS format to select a geographic area using polygons/drawing tools. Interactive map functions should include zoom in/out using zoom buttons and using pre-defined zoom levels (e.g., street, city, state, country), movement north, south, east and west. 6.3.9 he ability to add organization-specific 1. Included. ustom layers to maps in order to arget communications more precisely Suggested GIS Layers: Centerline road file, address point nd effectively plus the ability to data, city limit boundaries, county boundaries, ESN iewlhide pre-defined map layers. Kerr boundaries, fire district boundaries, ISD boundaries, ounty should add specific examples voter/polling precinct boundaries, Commissioner's boundaries, f pertinent layers . For example, major waterways (rivers and streams), and aerial layers. ocation of power stations, utility poles, These layers are available through Kerr 9-1-1 agency; and ire such other layers as may be determined by Commissioners' ydrants, police stations, fire stations, Court and Kerr County Sheriff's Office. overnment offices, schools, etc.) 6.3.10 Ability to import pre-existing shape 1. Included. files polygons (e.g. neighborhood boundaries) from other applications to quickly select a geographic area. Please describe the way in which the re uirement will be met. 6.3.11 Ability to use existing ESRI GIS data 1. Included. and the latest ESRI IMS and SDE versions current) 9.2 6.3.12 Ability to save selected geographic 1. Included. "activation" areas and scenarios. 6.3.14 Ability to directly acquire and provide 1. Included. citizen contact information for the required areas with authorization from the Kerr Coun 6.4 Re ortin 6.4.1 Ability to view notification results data 1. Upon launch of the notification, a small pop up shows state of in real-time while a notification is in the call and a ie chart ra hic to show ro ress. itic Requirement Req Response Comments /Explanation No. Code ro ress and after it is com leted. 6.4.2 Notification/broadcast results reports 1. CityWatch detailed reports show all of the detail required in contain the following information: 6.4.2 a.-f. a. Name of the broadcast b. Date and time of the broadcast c. Name of the person who initiated the broadcast d. Number of redial attempts requested by initiator e. Summary statistics including total contacts, total confirming receipt/not confirming receipt, confirming/not confirming receipt. If a polling broadcast, a total for each response. f. Detailed calling information including call-result of each ATTEMPT within the broadcast including the addresses and associated phone numbers attempted, the attempt number (if multiple attemptslre-dials are requested) and the result: a. Confirmed (with date & time) b. Busy c. No Answer d. Voicemail 6.4.3 Ability to view broadcast results by 1. Our reports show confirmed and non-confirmed. You can also either confirmed or non-confirmed create reports showing only confirmed and non-confirmed. res onses or both. 6.4.4 Ability to capture and view "polled" 1. Detailed reports for polling and questionnaires show the full responses whether they are selected set of responses 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 quanti 6.4.5 Ability to produce ad-hoc reports 1. You may create new reports and/or download data to usin all a lication data. s readsheets for mani ulation, anal sis and ra hin . 6.4.6 Ability to track and report on user- 1. This would be easily done using our simple query tool to defined fields for pre-defined users create a group based on criteria such as building location, etc. (such as division or building location The call out to that group would then be displayed in any of our 26 standard re orts. 6.4.7 Ability to export all report data in CSV, 1. Reports are available in HTML or PDF. Data is downloadable HTML, or PDF format. in CSV flat file format for further anal sis and mani ulation. 6.5 Contact Information Im ort Ca abilities 6.5.1 Ability to import employee contact 1. We have experience in these and many other formats. information from an existing database e. ., Peo IeSoftlOracle HR 6.5.2 Ability to upload other contact data in 1. Included. .csv format. Ability to upload group and escalation information in the same upload process. 6.5.3 Abilit to u date multi le records with 1. Included. You'll also be able too en and add, Chan e, delete 10 Requiremenf Req, Response Comments / Explanation:- No. Code data ex ort and im ort capabilities. individual records contacts in the a fication. 6.6 Customer Service & User Documentation 6.6.1 On-line documentation is provided 1. On-screen help is included. and is understandable by non- technical users. 6.6.2 Available customer service 24x7x365 1. Included in the pricing. for emergency service calls and at least 10 hours a day for non- emer enc service calls. 11 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. There is no need for any client software or plug-ins. Any connected computer with a common browser can access and use the service. B. Training: Describe how the Respondent proposes to furnish initial and follow-up training to Kerr County. We propose initial and yearly training with a qualified Avtex trainer. The standard training class is performed over a web presentation format and runs approximately 3 hours. An on-site class is an option. The initial web training is included in the service price. The cost of the on-site class and refresher classes is shown in the Pricing section. C. Usability: Has your system undergone a usability test? Please provide most recent usability test report. The CityWatch system has recently gone through a major revision and there were three months of beta testing prior to the completion of the engineering leading up to our launch in January 2009. If you would like, we can give you an overview of the testing and results. D. System Reliability: a. What is your system availability for initiating and sending voice and text notifications? Your account will be on a server with 24x7x365 availability. b. Does your company offer a Service Level Agreement for performance? If yes, please include. You will be provided with a service agreement. A copy is included in the attachments. c. Does your company have multiple geo-dispersed data centers? Please describe. Your server will be backed by an identical server in a separate state. All servers are commercially housed in data centers with redundant cooling, power, communications and secure physical facilities. i. System configuration (e.g., primary/backup, active-active, standby). What is the process for failover? Failover is automatic using a load balancing capability. You will also have direct access to the failover server. ii. If your system uses a failover configuration or standby, is there any network or telephone capacity loss and what is it? The failover sequence provides backup capacity in the event of server failure or communications failure. Additionally, failover includes load balancing in the event your server reaches capacity. iii. If the system fails over, what steps are required on the customer side to continue operations? Normally, no action would be needed on your part. In the event communications with the primary server were interrupted, you would have to 12 option of logging directly onto the backup server. Your interface, data, etc., will be on the backup and the connection would be transparent to the user. iv. Are all system components in multiple data centers? Please describe the level of redundancy, including: 1. Application database -Fully redundant 2. Application servers - Fully redundant 3. Web servers -Fully redundant 4. Telephony servers -Fully redundant d. Are your data centers co-located at the telecommunications point of presence? Our data centers are located at or near telephone CO and fiber optic rings. E. System Security: a. Please describe the following types of security provided for your system/solution. Physical: System co-location facilities must be housed in a SAS 70 Type II certified facility. Please disclose whether or not your facilities have this certification. Describe your physical security. As you will see below, Avtex maintains the highest possible level of security, redundancy and continuity of operations. At this point, we have not been compelled to seek the SAS 70 certification, although we are confident that we could achieve it. ii. Network: Describe your network security. Avtex monitors routers, switches, and firewall activity for the internal network and customer equipment. When an issue arises, a problem ticket is automatically created and flows through the proper resolution process. Periodic network vulnerability assessments are completed at corporate and each Avtex location. Results are reported to appropriate levels of management. When issues are identified the appropriate person(s) is (are) notified and an issues log is maintained, including resolutions. iii. Transmission: Describe your transmission security. All data transfer and system access is secure socket layer and fully encrypted. iv. Database: In which database is your customers' data stored (e.g., Oracle, SQL Server, etc.)? Describe your database security. Databases reside behind the firewall and are encrypted. Access to the facility is employee only. There are four types of security badges for access to the ADC-Local Employee, Visiting Employee, Customer, and Visitor-all of which have different levels of access to different areas in the IDC. In 13 addition to signing the log, customers also must provide biometric identification (thumbprint). Access to other areas of the ADC, including the raised floor area, is controlled via access badges as well. Visitors must be escorted at all times. Customer cabinets, cabinets in the raised floor area housing customer equipment, are restricted by physical key access, which is predefined in the customer notebook (who, when, etc.). Avtex maintains control of the cabinet key(s) located in the Network Operations Control Center (NOC) at all times, letting the customer in and locking up when the customer leaves. All accesses via the proximity card are tracked electronically via the Simplex application. Additionally, customer logins are electronically maintained in the Flowtrack system via the LILO module (login/logout). Upon a shift change, all keys and badges are checked against LILO to help ensure security. The Network Operations Center visitors are shown the operations through a glass wall and are not allowed in the NOC unless escorted by an Inflow employee. All Inflow servers are maintained in a controlled environment as well. The raised floor area has three access points: 1) main door, 2) equipment door; and 3) customer specific door. All are controlled via proximity card readers and are restricted to authorized individuals. b. Has your staff undergone Personnel Security Training? If so, describe the training. Yes, the training follows set Company procedures for all personnel who are cleared, trained and authorized to enter and data center. c. Has your system/solution undergone a security audit and/or test. If so, please provide most recent security auditJtest report. We have Federal customers who continually audit our security. We are advised of any concerns and have a time frame to correct them. Although the reports are not publishable, we can say that none of these customers has left us over any security concern. d. Have your employees had security clearance checks and investigations? Please describe security clearance checks and investigations your employees have completed. We perform background checks, including criminal investigations on all employees. Employees continue to be monitored according to Company policy. 14 Section 5.5 -Implementation Plan (Installation Schedule by Phase and Task) Summary Upon receiving an order for Automated Notification System in accordance with the RFP, Avtex will proceed toward implementation. Installation of the City accounts onto the servers begins with the assignment of a Project Manager for Kerr County's installation, partitioning of a Kerr County account on the shared servers and setting up your accounting. This will be followed by uploading of your staff database, evaluation and upload of geocoding map and phone data. Training will be scheduled to take place immediately following the installation. Your Project Manager will be assigned and coordinate with your personnel and will ensure the work is scheduled and communicated. The installation will proceed as outlined below and will be fully tested according to the phases outlined in your RFP and you will create your logins as part of one of the training exercises. Status and reporting are done using an In-House Project-Board tool. Project Manager reports to the Avtex Messaging Manager who keeps the VP, CityWatch Division, as well as the Kerr County, informed of progress as part of their weekly meetings. Risk Management Installation is routine and uses standard equipment. Risk is LOW. No risk mitigation plan needed. Test and Acceptance Plan System will be tested using current Avtex routine test procedures. Customer will witness system test and be asked to sign off on testing. Training Training will be web based immediately following installation of city-wide geocoded data. Web training is included and follow-on training is available 15 Implementation Plan/Schedule The start day for this process is noted as P day.' Task Day Accomplished Pre-installation CityWatch Division receives Sales Packet with Purchase Order. P Day CityWatch Division processes sales order & assigns to Project Manager. P + 1 Project Manager makes initial contact with customer. P + 2 or 3 Secure upload of Customer databases. Status review. P + 7 Project scope documented. P + 5 Evaluation, cleanup and upload of geocoded data begins. P + 7 Status review and coordination with customer IT Dept. P + 7 - 21 Project Manager sets customer initial install date. P + 7 - 21 Project Manager asks confirmation of site readiness for integration . P + 14 (Optional -Integration of CityWatch with Customer personnel database) System Installation Basic system installation begins. P + 14 Coordination of public "marketing" blitz materials. P + 21 System networking accomplished. (If Applicable) P + 21-45 System Administration and User Training P + 30 Phased testing . (Install checkout, Staff and Public callouts) P + 21-45 Acceptance and training paperwork signed by customer. P + 45 Post Installation Project Manager evaluates installation and closes project P + 45 Project is transitioned to Customer Services (Help Desk) P + 45 Project Manager - 1.5 man-weeks Geo-coding team - 1.5 man-weeks Installation team - 1.0 man-week Marketing team - 3.0 man-days 16 Section 5.6 -Pricing a. Setup cost for both geo notifications and notifications to pre-defined recipients Setup cost is waived. b. Cost per notification event or per member There is no cost per notification. c. Fixed cost for unlimited usage on a yearly basis Optional: Unlimited emergency calling: $36,000/yr. or Unlimited calling $72,000/yr. d. Any ongoing cost for service/maintenance $9,800/yr. subscription includes hosting, support, upgrades, 10,000 minutes of calling, map and phone geocoding and training. e. Multi-year discounts and associated cancellation penalties, if any Two year contract: $19,000. If you cancel before your second year, you are simply charged $9,800 for the first year and the remainder is returned to you. f. Cost per minute or per block of minutes The cost per minute beyond the first 10,000 included minutes is $0.009/min. Minutes packages are available. Packages start at 50,000 for $4,250. These minutes roll over until used. g. Cost of phone number data from 3~d party vendor No charge. We can also provide commercial maps at no charge. 17 Section 5.7 Additional Information CityWatch Detailed Overview CityWatch System Features: CityWatch is a true multi-user, multi-function, community notification system that can be accessed and activated remotely from any telephone, cell phone, fax machine, remote dial-up, along with full system access via networked Workstations. CityWatch offers simultaneous inbound and outbound call processing. CityWatch is designed in a Microsoft Windows environment. Following is a list of current CityWatch System Software features and a description of each. CityWatch OUT-CALL Messaging CityWatch Out-Call Messaging enables users to send automated notifications to telephones, cell phones, email, pagers (alpha/numeric), fax, SMS devices, cell text devices, wireless devices, PDA/Blackberry devices, and TDD-TTY machines quickly, accurately, and automatically. Users can access, activate, and manage CityWatch from any telephone, cell phone, network workstation, or via WEB. Users simply dial or login to CityWatch, enter their access and security codes, select the specific CALL-LIST (s) they want to notify, record or type in any length message (recoded ortext-to-speech), select the devices they want the system to notify, and activate the system. CityWatch automatically dials each of the members in the selected CALL-LIST (s) and delivers your message. Users can create and store unlimited CALL-LISTS within the CityWatch Systems DataManager. You can also dynamically use external databases residing on your LAN/WAN. Users Can Access and Activate CityWatch from any Telephone, Workstation, or via WEB ~' ~~~~~ * Telephones/Cell Phones * FAX * Pagers (alpha/numeric) * Email -Text Devices * SMS/VUireless Devices * PDA/Blackberry 18 There are 3 "modes" of out-calling the user can select. These modes can vary for each call-list and are selectable by the user. These 3 modes include, 1. Attended Call Mode. (Requires interaction from the called destination before the system will deliver the message). 2. Unattended Call Mode. (Will detect and leave messages on answering machines, voice mailboxes, as well as interact with live answers). 3. Secured Call Mode. (Requires called destination to enter their personal ID# before the system will deliver the message. Used for swat team call-out and other sensitive information) System wide features of the CityWatch OUT-CALL Messaging software include, * Auto recall on busy/no answer * Call Escalation. (Will try several numbers per member) * TDD-TTY * Answering machine detection * Remote access and activation (via telephone or PCAnywhere) * Access and security code protection (phone, LAN, system console) " Unlimited message lengths * Scheduled time calling '` Team Builder (calls out to a list until specific number of staff responds) * Pager Notifications * Bilingual Messaging * Hook Flash Transfer-Extension/Phone Number/Conference Bridge * Multiple Simultaneous Notifications /Priority Override * Prerecorded Messages or Record New Message Upon Activation. * Pager Notifications * Integrated Text-To-Speech Technology * Access and Activation Via any Phone, LANNVAN Workstation, or WEB. 19 Automated Surveys The Automated Survey feature of CityWatch enables users to perform survey or information polling applications quickly, automatically, and without the typical costs of paper or telephone surveys. THIS !S A PERSONNEL SURVEY FROivI PEPPERELL PUBLIC SAFETY. PLEASE ANS~YER THE FOLLOWING QUESTIONS USING YOUR TELEPHONE KEYPAD. E A M P L E S U R V Y 1 . There Was A Burglary In Your Neighborhood Earlier Today. Did Y'ou See Any Suspicious Activity? PRESS I YES PRESS 2 FOR NO 2. 1Yill 1'ou Be Attending The June Block yy'atch i\leeting At The Pearl Center? PRESS l FOR YES PRESS 2 FOR NO ~~~ 3. The City Is Planning A New Traffic Light At The Corner Of 5th And Central. How Do You Feel .about The Installation Of A Traffic Light At This Intersection? PRESS l FOR FAVORABLE PRESS 2 FOR AGAINST PRESS 3 FOR NO OPINION ~~~ Thank you for participating in our Opinion Survey. Your Input is very important to us! Good Bye! Survey Response Reports Print For Review. ~ CityWatch Automated Surveys enables a user to design survey templates consisting of numerous questions and allowing numerous response options per question. The system can accept both single and multiple digit responses from destinations which enables recipients to respond to Yes or No type questions, multiple choice questions, multiple digit questions, voice recorded questions, and so on. The CityWatch Customer IVR feature provides custom based surveying capabilities that offer unlimited number of questions, response options, as well as call branching based on destination responses. Upon completion of a CityWatch Survey, the system generates a detailed Survey Response Report identifying each destination that was contacted, the time and date of each contact and the response to each survey question that was entered by each contact. CityWatch can also generate and import a "raw data file" for users to import into their own reporting software such as Excel and Crystal Reports. CityWatch Surveys and be implemented by the users on either an inbound or outbound basis. This means that users can out-dial to specific destinations and perform a survey or people can dial into the system and perform a survey. 20 ESRI Desktop and WEB based GIS Street Mapping -Household-Business Databases "ESRI MapObjects and WEB Based GIS Mapping Available" CityWatch GIS (geographic information software) Mapping software provides users with computerized detail street levels maps of their desired area which can be brought up and viewed on the CityWatch System monitor, as well as via any WEB browser. CityWatch GIS Mapping software is developed using ESRI's MapObjects and .NET based GIS Mapping software which is fully compatible with existing Customer based ArcView, Arclnfo, ArcIMS, and any other ESRI based GIS mapping platform. CityWatch GIS Mapping enables you to bring up detailed maps of your Community on your workstation, at the main system, or via WEB. The system let's you outline any geographic area of the Community being affected by an incident. Once you have selected your desired geographic area, simply type in record a voice message and activate the system. CityWatch calls all of the homes/businesses in your defined area and delivers your message. ESRI Desktop and WEB Based GIS Mapping Software Available.... • Call households/businesses nearest to the incident • Define geographic areas by: Radius -Plume -Polygon -Freehand -Pie -Rectangle • ESRI based -can import your "shape files" • Utilize AVTEX supplied databases or your own databases such as 911 database, utilities, etc... CityWatch GIS Mapping software enables users to import their own databases. The system can accept any Dbase, Access, Excel, ASCII, SQL database... This enables users to import databases of specific locations such as block leaders, business watch groups, sexual predator address, problem houses, and emergency response staff and so on. Users can view each data set on either the system monitor or maps can be generated out to the system printer. GIS Mapping features available with the CityWatch System, • Detailed Computerized Street Level Maps of Pepperell MA. (or Customer Supplied Maps) • Commercial Geocoded Household-Business Databases for Pepperell MA. • Ability to import customer databases such as 911 databases, utility databases, etc... • Define areas by Radius, Plume, Polygon, Rectangle, Pie, and Freehand tools built into software. • Create hundreds of individual "projects" or "data sets" with maps. 21 Note: CityWatch is compatible with virtually any existing customer based GIS Mapping software. CityWatch can also utilize customer supplied household and business databases including 911 databases, gas/power/water/garbage utilities, and other city/county departments. CityWatch Can Be Accessed and Activated Via Telephone, Fax, any lr4N/WAN Workstation, as well as WEB... uidcCaU Conference CaU lser Name r _ _ __ _ , John Doe tJSer ID Your Email Address 'doe@fsvtex.com inter List Numbers 300D 3010 3014 3016 ,'Send as Voice Call ~ Send as a Fax Message F send to Email Address ~ Send to Pagers F ~~Type Your Message This is anxtsportant bioterrorism massage [e all Department Of Health Officials in the fo0owing states. New Mexico, Utah, Arizona, Texas, Colorado, and California. There has numerous confirmed reports of ....... Sample CityWatch Network User Interface Shot.... CityWatch Optional WebCall Interface Screen Shot... WEB Based GIS Mapping Available... x Fie R.rt Bostmf.:He a gq ~ _- ~Ffabm. Members Sy:t ern RnputM Reotse9s INt t]ose © - _ Select Delivery Selec(The List ` ~ Delivery Scfiedula 6998 J~Ts lest BC G. Start Cefnp Now ~ Voice D -. e~'a0' . 7008 LW Fa%list 70m CKTravirpAvte% (" .',ctradAesDa~is and Tme r Fe%DaF.r} . - 7300 CW Cariaerce 7305 AL DOH Tex Fa% (' (;d £tery Day ~ - ~ Fa pr DAY 7501 G4 Users . - ... y 7502 VA Us«s f Save la Lazar Use ~ Emei Deivery - 7503 FL Users 7501 WI SIL Users a an irpataM emeryericy massage lease Lsten Ifrou¢r the rkcb messayn ro a a missiq die n you area The did a a caucaaion mde, a foot 2 `ida hown haf and bawn eyes. He c wearip a red lee aM and hYae para. He lax seen at die carte d 5tls Street and Man Street an aie playpurd II you s any nfarmalion regaudrg av lids wee abouts Abase cal IM poke ^mvt nmedaay at 999.9959999. Tharic Yoga e~ Carkel ~ Serd Sense 9050 Tex E%temd 9~~ Tex Lct BroedceslDeactiPtion EmagericyAlal EMerMeas- e, J s ~,~~' ~t ~1~®L3.7 Ij ~QYw~ I~vboor.N-Notepad. I ,~Oat+M+n+9v aZi•~i~ ,;~r(1 22 ~"~ A~/TEX INCORPORATED A 9401 James Avenue South. Suite 180 Bloomington, Minnesota 55431 952-831-0888 CITYWATCH ONLINE SERVICE AGREEMENT CUSTOMER NAME AND ADDRESS: CUSTOMER NAME ADDRESS CITY/STATE/ZIP In accordance with this agreement, between Avtex, Inc. (herein "Seller") and (herein "Customer") the following terms and conditions shall apply to furnishing by purchase, license, lease or otherwise of Avtea Hardware, Services and Software (herein "System"). ESTIMATED COMMENCEMENT DATE Estimated commencement date will be approximately 4 weeks from date of signing. PRICES AND PAYMENT. The purchase price is $ XXXXXXXJIX per yeaz and does not include any applicable overages destination, travel time/chazges or taxes. A. Term and Amount. The term of the Agreement shall be one year from the Effective Date commencing on and ending on Term of Agreement shall not commence until both parties have executed this Agreement and Customer shall have paid Seller the amount of $XXXXXXXXX plus applicable tax annually. This includes XXXXXXXXX minutes, and that each minute of system use beyond that will be invoiced on a monthly basis at a rate of nine (X) cents per minute. This Agreement shall be renewed automatically for successive one year terms unless either party gives the other party written notice of termination, which termination shall be effective only on the expiration of the current Term. Payment for successive one- year terms shall be annually in advance. The Customer must give Seller written notice of termination of this Agreement sixty (60) days prior to the Effective Date of a renewal Term. Seller shall give the Customer at least sixty (60) days notice if Seller chooses not to offer a renewal Term or chooses to change the price. B. Overage fees are due within 30 days of the date of the invoice. C. Overdue payments are subject to a late payment charge at an annual rate of 1 1/2 percent per month, or the maximum rate of interest allowed by law. TERMS AND CONDITIONS D. Limited Warranty The Customer understands that the general reliability of the network and related connections may be shared and controlled by factors beyond the control of Avtex. Because of this it is impossible for Avtex to guaranty that AvteXs provisions of the services will be uninterrupted, that the Customer will be able to properly access and use the services or that the services will be provided without error. Avtex warrants that it will make every reasonable effort to promptly correct any such services problems brought to its attention during the service term. Avtex shall have no obligation to remedy any such interruptions, inability's or errors that were caused by or resulted from: (a) the failure of the Customer's computer hardware and/or software; (b) Customers failure to use the services within the operational guidelines established by Avtex and (c) the acts or omissions by local, regional or national carriers that provide transport services to Avtex or (d) Avtex's provision of scheduled maintenance activities. Neither Avtex nor its directors, officers, employees or agents involved in creating, acquiring or delivering the service shall be liable for any direct, indirect, special or consequential damages arising out of use of or inability to use the service or out of breach of any warranty and the provisions of this section shall survive any termination of this agreement. Warranties expressed, implied, or statutory are made and all such warranties are hereby disclaimed. Without limitation to the previous, Seller expressly disGaims the implied warranty of merchantability orfitness for a particular use. Avtex, Inc. Confidential 1 of 3- CityWatch Online Service Agreement A~/TEX INCORPORATED Seller does not warrant that operation of the service will be uninterrupted or error free. Further, although Seller's service is designed to be reasonably secure from unauthorized intrusions, they are not invulnerable to fraud or 'hacking'. Therefore Seller makes no express or implied warranty against such fraud or'hadcing'. Under no circumstance shall Seller be deemed liable for consequential, incidental or special damages or commercial loss resulting from the Customers purchase, use, or operation of the System. E. Support Services 1. Emergency Response Seller shall use its best efforts to respond to emergency calls (the inoperability of the System) within four (4) hours after receiving notice thereof. Inoperability is defined as: Unscheduled total system outage or failure to reboot, failure of 25% or more of all trunk or station lines, failure of any Avtex Developed Call Processing Application 2. Non-Emergency Response Seller shall use its best efforts to respond to non-emergency malfunctions (not affecting major portions of the System) within twenty-four (24) hours after receipt of not cation from Customer and provide repair and/or replacement warranty service for such malfunction. Non-emergency response times are understood to be Monday Through Friday during Sellers normal business hours and exclude Holidays. F. Avtex EMPLOYEES: CUSTOMER agrees not to hire directly or indirectly any employee of Avtex, without express written permission from the President of Avtex, from the date of this AGREEMENT and for one (1) year after all Agreements expire. Should CUSTOMER hire an Avtex employee during this period, CUSTOMER agrees to pay, as liquidated damages and not as a penalty, Avtex the sum of Seventy-Five Thousand Dollars ($75,000) for each employee hire. G. Representation of Customer Customer warrants and represents that Customer has the corporate or other necessary power and authority to make and/or perform this Agreement and that the making and performance of this Agreement by Customer has been duly authorized by all necessary corporate or other action and will not violate any provision of law of Customer's Articles of Incorporation or Bylaws. H. Default In the event either party materially breaches any provision of this Agreement, including any payment obligations, such party shall be deemed in default if such party does not cure any such material breach within thirty (30) days after receiving notice from the other party. In the event of Default, the non-defaulting party shall have the option to terminate this Agreement and shall have all the rights and remedies available under the Uniform Commercial Code, as well as the rights and remedies under applicable laws in equity. 1. Taxes All taxes levied or based on price shall be added to the Purchase Price for the System and paid by Customer. J. Force Majeure The obligations of Seller hereunder shall be suspended to the extent and for the period of time that it is hindered or prevented from performing because of acts of God, fires, storms, water, and unreasonable delays in transportation, governmental action, or any other cause beyond Seller's reasonable control. K. Assignment Either party may assign its rights under this Agreement upon receiving written consent of the other party which consent shall not be unreasonably withheld or delayed. Seller may delegate its obligation with respect to the installation and warranty maintenance of the System. L. Indemnification The Customer warrants that fts use of the services and AvteXs use of the Customer content will not violate any law, regulation or violate or infringe upon the rights of any other party, including, without limitation, contractual rights, intellectual property rights, publicity and privacy rights and the rights against libel, defamation and slander. The Customer agrees to indemnify and hold Avtex and its successors, assigns, agents and licensees harmless from any claim, demand, liability, cost and expense (including Avtex, Inc. Confidential 2 of 3- CityWatch Online Service Agreement A ~/ T E X INCORPORATED reasonable attorney's fees and disbursements) that arises out of or results from the Customers use of the services or AvteXs use of the Customer content. M. Confidentiality The parties agree to hold each others confidential information in confidence during the term of this Agreement and for a period of two years after termination of relationship. The parties agree, unless required by law, not to make each other's confidential information available in any form to any third party (except to each such party's agents or independent contractors) for any purpose other than the implementation of this Agreement. Each party agrees to take all reasonable steps to ensure that confidential information is not disclosed or distributed by its employees, agents, or independent contractors in violation of the terms of this Agreement. Notwithstanding the above, Seller may refer to Customer as a customer in sales presentations, press releases, product brochures, marketing vehicles and activities. N. Entire Agreement This Agreement supersedes all proposals and negotiations between Seller and Customer, and no representation or statement not expressed herein, or attached to, shall be binding on either party. This agreement may only be changed by an instrument in writing, signed by both parties, and shall be governed by the laws of the State of Minnesota. THE ACCOMPANYING TERMS & CONDITIONS ARE AN INTEGRAL PART OF TffiS AGREEMENT. CUSTOMER ACKNOWLEDGES THAT HE/SHE HAS READ THLS AGREEMENT, UNDERSTANDS TT, AND AGREES TO BE BOUND BY ITS TERMS AND CONDITIONS. FURTHER, THE CUSTOMER AGREES THAT TffiS AGREEMENT, TOGETHER W TTH ANY OTHER APPLICABLE AVTEX AGREEMENTS, CERTIFICATIONS, AMENDMENTS AND SUPPLEMENTS AND ANY EXHIBITS OR ATTACHMENTS EXPRESSLY MADE A PART HEREOF THAT ARE DULY SIGNED BY THE PARTIES. WII.L BE THE COMPLETE AND EXCLUSIVE STATEMENT OF THE AGREEMENT BETWEEN THE PARTIES, SUPERSEDING ALL PROPOSALS OR PRIOR AGREEMENTS, ORAL OR WRITTEN, AND ALL OTHER COMMUNICATIONS BETWEEN THE PARTIES RELATING TO THE SUBJECT MATTER OF THIS AGREEMENT. The effective date of this agreement is: AvteX, Inc: CUSTOMER NAME: Name, Title Name, Title Signature Signature Avtex, Inc. Confidential 3 of 3- CityWatch Online Service Agreement ~- _ " _ NoUUcaUOn SoluUOne Ci~tyWatch On-Site and Hosted Notification CityWatch allows you to reach "Using Citywatch...we contacted over 30,000 thousands of individuals in minutes! residents...." Frisco, Texas CityWatch, the most widely-used Alert Notification System, is designed to provide integrated and cost-effective alert notifications for numerous markets. Thousands of organizations and municipalities across the nation are implementing notification systems to address communication needs, to respond to Homeland Security requirements and to deliver important time-sensitive information. "CityWatch gives us some flexibility that we wouldn't have otherwise." Campbell County Emergency Management, Gillette, Wyoming Industries Using CityWatch • Police • Sheriffs • 911/Dispatch Centers • Emergency Management • Health Agencies • Utility Companies • Nuclear Facilities • Public Works • Schools • Military • and MORE... "We called on CityWatch Technical Support Staff at three o'clock in the moming...They bent over backwards to help us in our time of need. CityWatch is the only possible way that we can inform our Community quickly with alert information... CityWatch provides instant information flow, creating a safer business climate and community." Halifax Nova Scotia CityWatch Applications • Bio-Terrorism Alerts • Weather Warnings • HAZMAT Alerts • Lost Children Alerts • Inbound Message Center • Senior Citizen Health Checks • Sexual Offender Alerts • Business Crime Alerts • Media Press Releases • Community Alerts • Meeting Notifications • Neighborhood Watch Groups • Team Recruitment • Flood Alerts • Evacuations • Personnel Call-ups • and MORE... Cit atch is a Powerful Emergency Notification System... Emergency Notifications is the heart of the CityVVatch platform. This powerful feature empowers users to send emergency or informational messages to phones (land line and cellular), fax, pagers, a-mail, PDAs and wireless devices, and more simultaneously. An outbound notification can be initiated within minutes of an event occurrence. Customizable solutions allow you to design a system or service with the appropriate number of ports (phone lines) to quickly and effectively distribute notifications for your specific community needs. • Notification messages can be pre-configured or created "on-the-fly" by recording and/or typing the notification information. • Literally thousands of call lists can be created with unlimited contacts per list. • Notify multiple lists with one notification. • Comprehensive reports automatically delivered to user via a-mail or view from any web browser. Voice Calls to TelephonesJCell Phones Cell Phone text messages with confirmation Pager Activation with text and numerics Email with receipt confirmation PDA's and other Wireless Devices ''~ ~. Fax Machines Fast and Accurate Notification in an Emergency can mean the Difference between Safety and Catastrophe... CityVlfatch features dozens of configurable options, allowing you to create the exact type of notification desired for the targeted audience. • Message delivery confirmation • Team building/staffing recruitment • Secure notifications (requires password before message delivery) • Scheduled notifications • Priority override over non-emergency notification • Adjustable messages • Call escalation (multiple numbers per contact) • Automatic call retry on busy/no-answer • Answering machine/voicemail detection • Initiate from phone, network or web • Easily integrates with 3rd party software Citywatch is afull-featured, outbound and inbound notification system Hosted Service that enables you to quickly, accurately, and automatically send emergency and informational messages to literally thousands of contacts via phone, cell phone, text messaging, fax, page and a-mail. . y ~~ Notification Solutions ~.-~ (866) 351-4285 www.citywatch.com ~, ,, Ciatch offers flexibility to meet your needs..... CityWatch allows city, county and government organizations to communicate critical events in a timely and managed fashion. It is the industry's leading solution to help organizations streamline and manage critical communication activities and information flow. With CityVVatch, you can easily create and send personalized notifications to thousands when time is critical. CityWatch is the proven answer. yPk Eh Naw Fevor,M~ Toils ,J~Ibb yy .,~ (~ ,',~' '11V Bedt ~ @tiJ ,.~ L~ C~ ~'} 5¢•ch `.'' .~ FavaRes c~ J w=="' ~ `'i. '=J ._>~ RG ' ]IRLVS:/(swrn.cRY¢+aL, ~D",. o T~s~s CityWatch GIS Mapping feature enables you to dynamically define any geographic area to be notified and then send an outbound message to residents, staff, EMS or businesses within your defined area. • Save payroll costs for personnel time in making phone calls • Save money on postage, printing and direct mailings • Enhances andJor replaces existing methods of communication, such as sirens, signs and media • ESRI-compatible GIS software • Map bus routes for bus delay notifications ,; .,:, Notification Solutions -'~ CityWatch Hosted Web Package allows users to access their CityWatch system's functionality from any web browser. The many benefits to network administrators are: • Users can access, activate and manage the system remotely from any web browser • Secure authentication prevents invalid users from access • Share CityWatch with all departments within a city, county, state or internationally CityWatch Notification and Data Management • Initiate a notification to an existing list • Initiate a notification to a GIS Mapping area • Create a customized ("ad-hoc") list from an existing notification list or from a user's personalized list Contact directory • Monitor an active notification's progress, including confirmations received, calls remaining, etc. • Cancel a notification in progress CityWatch Data Management • Obtain and/ore-mail reports from a previous notification • Manage personalized contact directory • Upload a contact list from an internal database ~. Noti ication Solutions for Critical Events... The Right Information... To The Right Audience... CityWatch Surveys Survey residence, businesses and staff using their telephone keypad. Easily conduct outbound or inbound surveys PLUS receive detailed reports on the results captured. • Provides a powerful tool to capture important information quickly and accurately without the high costs associated with typical surveys • Create hundreds of surveys • Generate comprehensive survey response reports for your analysis Citywatch Inbound Messaging Citywatch Inbound Messaging enables you to set-up inbound messaging services for staff, parents, businesses and others to call into the system and obtain information automatically. • Customize your Message Center to give out information such as crisis updates, meeting schedules, crime tip hotlines, community event calendars and more... • Create literally hundreds of informational categories and call tree levels • Take "voice messages" from callers and even immediately transfer calls to live personal assistance CityNet 8 Capacity On-Demand Increase the outbound call capacity of your on-site Citywatch system without adding additional phone lines or hardware. These features allow you to dynamically seize and utilize Citywatch lines (ports) from a neighboring or partnering Citywatch user (CityNet) or the Avtex Service Bureau (Capacity on Demand) when needed. Reach hundreds or thousands of additional contacts per hour versus using only your own lines Receive one report with the combined call-out information from all systems At The Right Time! Clarkstown NY Police credits CityWatch for the quick capture of a man who was arrested for allegedly killing a woman. Clarkstown, New York Enable several individuals, from remote locations, to talk simultaneously on a telephone conversation. • Initiate either inbound or outbound calls • Acts as your own conference bridge • Create a conference just like a broadcast using pre-defined lists • Security code controlled access to a conference • Activate remotely from any phone. • Each call is automatically connected into the conference call • Run several conference calls simultaneously "VI/e utilize Citywatch for special notifications such as for honor students, banquets, any necessary emergency announcements to parents, letting them know if there is a bomb threat, any emergency so parents know what's going on with their children. " Belcourt, North Dakota !~-~- ' Notification Solutions 1-...' (866) 351-4285 www.citywatch.com CityWatch Conference Calling il:":' ter. Purchase/Implementation Options CityWatch offers three implementation options to ~t your needs and budget: On-Site System Purchase This is the "turnkey" solution for owning and maintaining your own Citywatch system. All hardware and software will be located at your site, where it will hook up to telephone lines also residing at your site. You may use your system as often as desired at no "cost per call". Off-Site Remote Service Bureau No hardware or software is required at your location. All hardware, software, and telephones lines are located and maintained by Avtex Inc. at our redundant Service Bureau sites. Customer accesses and activates notifications via telephone or Internet. Pricing typically includes an annual service access fee and a per call fee after a minimum allotment of calls. On-Site System Purchase with Capacity On Demand This option offers the benefits of system ownership, as well as access to the Avtex Service Bureau telephone lines for critical large-scale notifications. Once installed, Capacity on Demand can be used dynamically on aper-notification basis. Capacity on Demand can be added to an on-site system purchase for a small annual access fee and aper-minute charge based on actual usage of the Avtex Service Bureau system. Contact CityWatch for a FREE Demonstration to determine what option is best for you 866-351-4285 ~~ ~ Nu~6caiw"SuluGOns CityWatch Partners Mic~.svft® Gt3LD ~ERTIFIEI~ P~rtr~er ~v~y~ BUtINi88PARTNER NUTHORRED REBELLER . ~_ INTERACTIVE INTELLIGENCE' PLATINUM ELITE PARTNER ,~,vTEx Beyond the Call °~~:. Citeslatch is the first step in Emergency Response... Send important time critical information quickly and easily! CityWatch helps to alert residents when disaster strikes Solano County, Califomia Thanks to CityWatch, the Solano County Office of Emergency Services can provide information to thousands of people in just a few minutes, Solano County Sheriffs Department spokeswoman Paula Toynbee said. Also known generically as reverse 9-1-1, the system was used extensively to notify Southern California residents they needed to evacuate their homes during the devastating wildfires in seven counties. "Citywatch is useful if a natural disaster hits, like massive floods, wild fires or an earthquake, but the system also is used for other functions," Toynbee continued, "Citywatch has been used in Solano County to find a missing person and to locate suspects sought by police." Solano's Office of Emergency Services has 48 lines set up for CityWatch, and based on a 30-second message, can make 3,000 to 5,000 phone calls in an hour, said Kevin Ives, an Office of Emergency Services technician. "We have the ability to use CityWatch on a city, a street, or we can map on a computer to call a specific geographic area," Toynbee said. CityWatch is also used in other Bay Area cities, such as Oakland, Fremont, Alameda, and Union City. Partial Customer References National Communications System {Homeland Security) CalifomiaAgenaes (Oakland, Vallejo, Monrovia, Fairfield...) Nuclear Facilities (XCEL, Alliant Energy...) Fkxida Agenaes (Pinellas Cty, Jupiter, North Miami, Ft Lauderdale. State Health Departments (IL, MI, AL, AK, OK...) Military Bases (Fort Meade, Fort Myer/Fort McNair, Fort Stewart.. City of Phoenix, Arizona City of Plano, Texas Solano County, Califomia City of Paradise, Califomia City of Wellesley, Massachusetts Michigan State Belcourt School District, Minnesota Collier County, Florida City of Evergreen Park, Illinois Ciiy of Davenport, Iowa Martin County, Florida City of Milford, Connecticut Ciiy of Holland, Michigan Clovis School District Call CityWatch for additional system customer referenced CityWatch phone system activated for search Gillette, Wyoming Campbell County emergency officials used CityWatch to search for a missing 9-year-old, who apparently was kidnapped from her apartment building. This is the third time CityWatch had been used in the search of a missing child, said Campbell County Emergency Management Coordinator, David King. "Certain Gillette residents were notified when a girl went missing about two years ago and again when police wanted to search for a missing $-yearold boy last year, although it turned out neither was kidnapped," King said. The 9-year-old was found, apparently after her kidnapper released her 25 miles from where she was taken. The county received a large response from concerned residents who thought they could help. After the search was over, CityWatch was also used to inform residents that the girl had been found and to ask them to keep an eye out for the suspect and the vehicle. Gillette coal companies bought the system for the county about four years ago to warn people of impending blasting. Now CityWatch is used for everything from meeting notices to weather alerts. "It gives us some flexibility that we wouldn't have otherwise," King said. ~'-" Notification Solutions ..,/'~ (866) 351-4285 www.citywatch.com `~4.i -- Win Every Second Counts... React Quickly with CityWatch! Send important time crifical information quickly and easily! CityWatch Notification System Helps Capture Murder Suspect Clarkstown, New York Police in Clarkstown, New York credits CityWatch for the quick capture of a man who was arrested for allegedly killing a woman. Police conducted a quick map grid of the area where the crime was committed. Using CityWatch technology, within minutes approximately 1,000 homes and businesses were notified and were given the description of the man leaving the murder scene. A resident saw an individual who matched the description and notified police. Thanks to the tip from this resident, Police apprehend the suspect a mile from the murder scene. A second notification was sent indicating that the suspect was apprehended. A local resident stated she feels more confident because of the calls Police made, especially the call that stated the suspect was apprehended. CityWatch Notifies 30,000 Residences on Water Line Break Frisco, Texas In just three hours, CityWatch notification system alerted 30,000 residences around Frisco, Texas of a main water line break. Authorities realized that their existing on-site ports would not be sufficient to make the volume of calls they needed in a reasonable period of time, so they called upon CityWatch to help. The Support Representatives at CityWatch moved Frisco's residential telephone data to CityWatch hosted Service Bureau system and initiated the notification. Using CityWatch bank of nearly 200 outbound ports, the notification to about 30,000 residents took about three hours. Frisco County has since purchased the Capacity on Demand service for future high capacity situations. "We have the ability to use CityWatch on a city, a street, or we can map on a computer to call a specitrc geographic area." Solano County, California ~' y~ _. K"TITICOSIOfI $OIUL0118 In a two week period, Davis County used CityWatch on two separate occasions Salt Lake City, Utah According to Sergeant Brian Law, Emergency Mgmt. Coordinator for Davis County SherifF Department, a tractor-trailer rig, hauling a full load of Butane crashed and began leaking the hazardous chemical. Using CityWatch, Sergeant Law stated, "Over 1,000 initial calls were made in just over one hour. It was a tremendous help to deputies and police officers who were evacuating the area." Approximately two weeks later, a mud slide covered a major roadway in South Weber City. Again South Weber City officials used CityWatch to send a message to all residents of the city alerting that the road was closed for an extended period of time. Sergeant Law stated, "This was a great help to the city in being able to manage trafFc on the main roadway and helped citizens plan their travel." Technology Used to Return Lost Boy Salt Lake City, Utah A Weber County community came together to make sure a lost little boy found his family. Weber County Sheriff's office decided to use their innovative CityWatch technology to send almost 1,200 phone messages within one hour. People started showing up to help find this little boy. As it turned out, the grandmother, who was watching the boy fell asleep. Lt. Terry Thompson, Weber County Sheriffs Office stated, "When she woke up at 9:00, she found out he was missing and called us. We were glad to take him back to her. He was in good shape, good health, and good spirits." Within three hours the family was reunited. It turned out the boy was only six homes away from where he started. Notification Solutions (866) 351-4285 www.citywatch.com R,~~ea~ons why CityWatch is the Leading Nlotification Solutions Provider... CityWatch Notification System is Instrumental to Halifax Halifax, Nova Scotia Over the past 8 years, Halifax, Nova Scotia has proven how powerful and effective their CityVNatch Notification System has become. Since implementing CityWatch in 1999, Halifax has assisted the airlines during 9/11 terrorist attacks; alerted businesses to incidents, evacuated 1500 businesses in harms way of a chlorine leak, and much, much more. "My motto is 'A well informed community is a safer community," states Gary Martin, Manager of Community Response for the Halifax Regional Municipality. "CityWatch provides instant information flow, creating a safer business climate and community." After the 9/11 terrorist attacks on New York and Washington, US air space was shut down and more than 40 international flights, carrying over 9,000 passengers were diverted to Halifax. Halifax Emergency Operations worked with the Red Cross to gathered and categorized passenger names by each plane. The complete database was used to keep track of where all the passengers were staying such as emergency shelters, schools, hotels, and homes of-the citizens of Halifax. Using CityWatch, stranded passengers were automatically notified when their flight was leaving after the air space opened up. The databases came in various formats from several airlines and were difficult to download, Martin explains. "We called on CityWatch Technical Support Staff at three o'clock in the morning and they quickly converted the databases... They bent over backwards to help us in our time of need." CityWatch enables Halifax to quickly notify businesses to report criminal activity, theft activity, credit card fraud and other incidents. In addition, "this program encourages. people that normally don't get involved to get involved," explained Martin. "Both the Business Watch and Neighborhood Watch programs work the same way." CityWatch is used at Burnside Industrial Park, consisting of over 1500 businesses, and is the largest industrial park east of Montreal. During a recent chlorine leak, the fire department sent a broadcast to evacuate the area. Within a very short time, all 1500 businesses were evacuated. "The fire department couldn't believe CityWatch could work so quickly...it was a huge success," stated Martin. The first test of CityWatch happened within days of installation. Police were investigating thefts occurring in a business district that had been going on for five months. Martin continued, "Within twenty minutes after sending a CityWatch alert describing the individual, the police arrested him." During an investigation, a police officer on duty had a heart attack and died around 2:OOPM. CityWatch was used to notify hundreds of police officers and their families of what happened. "A careful, heart warming message was sent explaining that this police officer died and that our prayers were with his loved ones." Martin continued, "Before the six o'clock news, all police families were notified...it saved a lot of grief and anguish." CityWatch is effective for businesses alerts, emergencies, weather warnings, lost children, Amber alerts. "CityWatch is the only possible way that we can inform our Community quickly with alert information." stated Martin. Turtle Mountain Community Schools, notes "CityWatch provides backup for remote capability should winter storms require cancellations. Blizzard conditions, no travel, can shut down our local media, radio stations, etc. "We will utilize CityWatch for special notifications such as for honor students, banquets, any necessary emergency announcements to parents, letting them know if there is a bomb threat, any emergency, so parents know what's going on with their children." ,_. Notification Solutions ~~ (866j 351-4285 www.citywatch.com Notification Technology Used at Schools Belcourt, North Dakota Paula Keplin, Data Coordinator of Belcourt ND )eff Griffin ~~~nku,~kci~un( !u't ti!ii~t= ~~~r~;tii~~~,i'avtex.cnm ;~v„_ ~~ , ,~~_, . ,...,, Ct~li 6 ~0.799.3a27 Fax 65032 i 5R47 4 %0 Nevada Avenue I'~rl~a Alto, t1A 9~}3(}I www.citywatch.com ,:1«i4'