State 911 Department 25-001 Call Handling Software

Background
The Commonwealth of Massachusetts, through the Executive Office of Public Safety and Security's State 911 Department, is seeking to replace its current call handling solution for the 911 systems. The goal is to procure a statewide enterprise-level deployment of a Next Generation 911 (NG911) system that ensures consistent and efficient emergency response services across the state.

The existing contract for NG911 products and services expires on August 3, 2024, necessitating the execution of a successor contract to avoid disruption in service.

Work Details
The contractor will be responsible for operating, maintaining, and enhancing the existing NG911 system. This includes:
- Providing a fully i3 compliant call handling solution.
- Maintaining, monitoring, and operating the current NG911 system while integrating new features as requested by the State 911 Department.
- Supporting approximately 213 Primary PSAPs, Regional PSAPs, Wireless PSAPs, and RECCs.
- Ensuring operational readiness of a mobile PSAP available for deployment during emergencies or training events.
- Implementing evolving NENA standards and additional requirements set by the State 911 Department throughout the contract term.
- Providing technical services including Help Desk operations, field support, change management processes, and facilitating transitions related to system enhancements.

Period of Performance
The anticipated duration of the contract is five (5) years with an option to renew for an additional five (5) years, totaling a potential duration of ten (10) years from the effective start date.

Place of Performance
The contract will be performed throughout the Commonwealth of Massachusetts, specifically at various Public Safety Answering Points (PSAPs) and associated facilities.