05726Y0571-RFI for Process Improvement to 911 Call Taking Operations Round 2

Background
The Fire Department of the City of New York (FDNY) is seeking qualified proposers to respond to a Request for Information (RFI) aimed at potential end-to-end process improvements in the lifecycle of a 911 call.

The FDNY's Bureau of Communications is responsible for effective communications and dispatching services, processing over two million incidents annually between Fire and EMS. The current systems include an in-house developed Fire CAD system that went live in August 2021 and an outdated EMS CAD system, which is set to be replaced by a new system in 2027.

The goal of this RFI is to explore innovative tools and methodologies that can enhance the efficiency and effectiveness of 911 call handling and related processes.

Work Details
The RFI seeks information on innovative process improvement tools, methods, data analysis, process mapping, structured planning, implementation, monitoring, controlling, and goal sustainment. Specific areas for improvement include:
1) Process intelligence & optimization - streamlining 911 workflows;
2) Creation and tracking of performance metrics - KPIs and operational insights;
3) Intelligent call triage - smart routing and resource efficiency;
4) Real-time call enhancement - tools for dispatchers;
5) Caller experience improvement;
6) Dispatcher wellness;
7) External data integration;
8) Monitoring communication systems for outages;
9) Use of AI agents. Proposers should demonstrate expertise in successful end-to-end process improvement projects in public safety.

Period of Performance
Proposals must be submitted by January 15, 2026. The timeline for the implementation of proposed solutions will be determined based on the responses received.

Place of Performance
The services will primarily be performed within New York City as part of the FDNY operations.

Bidder Requirements
Proposers must demonstrate years of experience, workforce size, technical capability in relevant areas, and any necessary licenses or certifications. Preference will be given to vendors with a history of successful projects in public safety.