HomeMy WebLinkAboutItem 5e. Authorization to execute a contract for 911 Handling Equipment and Services Item 5e
Department: Information Technology
Cost Center: 1101
For Agenda of: 2/17/2026
Placement: Consent
Estimated Time: N/A
FROM: Greg Hermann, Deputy City Manager
Prepared By: Josh Erquiaga, Information Technology Manager
SUBJECT: AUTHORIZATION TO EXECUTE A CONTRACT FOR 911 CALL
HANDLING EQUIPMENT AND SERVICES
RECOMMENDATION
1. Authorize the City Manager to execute a five-year contract with AT&T for 911 call
handling equipment and services; and
2. Waive formal bids and authorize use of California Department of Technology
Agreement 6138-2020 (Attachment A) to procure this purchase as allowed under
03.24.060E of the City of San Luis Obispo Municipal Code.
POLICY CONTEXT
Per the Purchasing Policy, purchases greater than $150,000 (professional services) and
$200,000 (general goods) must come before City Council for approval. Waiving formal
bids and authorizing the use of California Department of Technology Agreement 6138 -
2020 (Attachment B) to procure this purchase is consistent with City Purchasing Policy,
Section 204: No-Bid Purchasing, and Municipal Code Section 03.24.060E, which permits
staff to dispense with bidding requirements, “when the purchase will be made
cooperatively with one, or more, other units of government, or from a local dealer within
the city limit that can provide the same brand, model and configuration of item(s) identified
in the cooperative purchase agreement(s) at or below the cooperative purchasing net cost
within the same terms and conditions.”
DISCUSSION
Background
The City of San Luis Obispo maintains a Public Safety Answering Point (PSAP) at the
Emergency Communications Center (ECC), which is co-located with Fire Station 1. The
PSAP is responsible for handling all 911 emergency calls for service within the City lim its
and for transferring all calls for other agencies to those agencies (e.g., a misrouted call
from a cell phone in another jurisdiction). For the last five full years, 2020 through 2024,
the ECC has handled an average of 105,169 calls annually, including:
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52,655 - Non-emergency calls into the ECC
28,135 - 911/emergency calls into the ECC
20,433 - Outbound calls from the ECC
2,926 - Abandoned calls into the ECC
105,169 - total calls through the ECC annually
These averages reflect a broad range of both emergency and non-emergency calls
received from the public. This includes traditional 911 calls requesting police, fire, and
medical assistance, as well as non-emergency requests for public safety services, alarm
company notifications, and interagency coordination during large-scale incidents. In
addition, the ECC serves as a point of contact for community members seeking
assistance when they are unsure where else to direct their call.
The outbound calls represent many different call types:
Requests from field units to the ECC to place calls on their behalf while handling
incidents in the field.
Trying to reach abandoned calls in to the ECC.
The ECC calling third-party vendors for translation services.
Handling the volume of calls and the requests that result requires specialized systems to
receive calls, along with location information and other metadata used to dispatch the
appropriate resources and track those calls until they are closed. The State of California’s
Office of Emergency Services (CalOES), through the California Department of
Technology (CDT), has negotiated with vendors to provide these systems to PSAPs. In
addition, CalOES provides funding to local PSAPs, based on their emergency call
volume, to acquire these systems. CalOES has allocated $490,000 to the City of San Luis
Obispo to acquire upgraded systems for its emergency call-handling needs. In addition
to State funds, the City proactively funds 911 upgrade projects through the Information
Technology Capital Improvement Program (IT CIP). IT CIP funds are programmed in case
State funding is reduced between upgrade cycles, or the State formula doesn’t fully
provide for the equipment necessary to fulfill the City’s operational needs.
The City last updated its 911 call-handling equipment in 2015. Normally, 911 call-handling
equipment is replaced every five to seven years. The City’s systems were eligible for
upgrade in 2022, but the upgrades were postponed by the State as it was in the middle
of its initial attempt to roll out a state-wide Next Generation 911 program. Due to delays
in the statewide roll-out of that program and the age of the City’s systems, CalOES
authorized upgrading the existing systems at this time.
City staff recommend that the Council authorize the contract with AT&T to purchase its
VIPER call-handling equipment and services, along with transcription and translation
services (identified as “New technology integration” in Attachment D). The new
transcription and translation services are built into the software and allow Dispatchers to
better serve callers who may not speak English fluently. Because these services are built
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into the software, they can be used immediately to address a caller's emergency request
while an official translation request is submitted, allowing for a quicker emergency
response. Currently, Dispatchers rely on a third-party contractor to provide translation
services, which results in much slower responses to emergencies, as well as limited
information being received by the ECC due to the time it takes to manually translate those
calls. Additionally, the current translation service used by the ECC typically provides only
Spanish translation. Right now, when dispatch receives an emergency call from any other
language, it takes around 10 minutes to find a translator. Viper, integrated with translation,
currently supports over 40 languages, which allows Dispatchers to converse seamlessly
with callers who speak different languages in real time without the need for a third-party
contractor. The current third-party translation contractor is provided by the State at no
charge to PSAPs, so there is no savings to the City if they do not use the third-party
translation service. The State funding contribution will fully cover the equipment purchase;
however, the City will need to pay for the transcription and translation services . The cost
for the additional services is $113,342. Staff recommend using the IT CIP project funds
to increase the total available funding to accommodate the purchase of both the hardware
and the transcription and translation services.
Previous Council or Advisory Body Action
The City Council last approved an upgrade of the 911 call-handling equipment at the
October 6, 2015 City Council meeting as part of the consent agenda (Item 8).
Public Engagement
This item is on the agenda for the February 17, 2026, City Council meeting and will follow
all the required posting and notification. The public may comment on this item at or before
the meeting.
CONCURRENCE
City Information Technology staff have worked closely with the Police Department on this
project and agree with the recommendation.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to the recommended
actions in this report, because the action does not constitute a “Project” under CEQA
Guidelines Sec. 15378.
FISCAL IMPACT
Budgeted: Yes Budget Year: 2025-26
Funding Identified: Yes
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Fiscal Analysis:
911 Phone System, Project # 2000601-01
Project #2000601-01 $172,345 $490,000
Project Total
Costs Funding Source* InfoTech Repl -
LRM CalOES
Fund # 403
AT&T $113,342 $490,000 $603,342
Contingencies $0 $0 $0
Total for Construction $113,342 $490,000 $603,342
Construction Management: $0 $0 $0
Materials Testing: $0 $0 $0
Public Relations: $0 $0 $0
Printing: $0 $0 $0
Total Project Cost $113,342 $490,000 $603,342
Current Project Balance: $172,345 $490,000 $662,345
Additional Funding: $0 $0 $0
Post Project Remaining Balance: $59,003 $0 $59,003
The main funding for this project is the $490,000 allotment from CalOES. CalOES will pay AT&T
directly based on the attached quote (Attachment C), so no funding will pass through the City. If
the City opts to move forward with the purchase of the additional translation and transcription
quote (Attachment D), the City would fund the remaining $113,342 from the budgeted CIP Project
# 2000601-01, 911 Phone System. The 911 Phone System project was originally funded in FY
2021-22 based on the expected replacement lifecycle of the 911 call handling equipment but was
delayed due to changes at the State level with the state-wide 911 system. This project funding
would be expended in the current fiscal year in support of this request.
ALTERNATIVES
1. Council could decide not to authorize the additional new technology services.
Should Council choose this option, the City would receive new call -handling
equipment but would not have access to new translation and transcription
technologies.
2. Council could decide not to award the contract to AT&T. Should the Council
choose this option, City staff would need to work with CalOES to identify other
approved vendors of 911 call-handling equipment to implement. Bringing in a new
vendor would add additional cost and time to the project and could require extensive
retraining of Dispatch staff to learn a new call handling system.
3. Council could decide not to award the contract using the California Department
of Technology contract. Should the Council choose this option, City staff would need
to run a new procurement process to acquire new call handling equipment and
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services. Given the size of the State contract and its purchasing power, it is unlikely
that the City of San Luis Obispo would be able to negotiate a more favorable contract.
4. Council could decide not to award the contract. Should the Council choose this
option, the City would not update its 911 call handling equipment. This would leave
the City vulnerable to failures of its 911 system and its ability to take emergency calls
from the public. Service and support for the current system will expire in June 2026,
and AT&T is unlikely to renew those contracts due to the system's age .
ATTACHMENTS
A – Cal OES Allotment Letter.pdf
B – California Department of Technology Agreement 6138-2020.pdf
C – SLO PD – ATT VIPER Hardware and Services Quote.pdf
D – SLO PD – ATT VIPER Translation and Transcription Quote.pdf
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GAVIN NEWSOM
GOVERNOR
NANCY WARD
DIRECTOR
601 SEQUOIA PACIFIC BLVD, SACRAMENTO, CA 95811
PUBLIC SAFETY COMMUNICATIONS
(916) 894-5007 TELEPHONE
July 30, 2025 Tracking Number: 25309
Joshua Erquiaga, Information Technology Manager
City of San Luis Obispo Police Department
1135 Roundhouse St.
San Luis Obispo, CA 93401
Subject: Customer Premise Equipment (CPE) Fixed Allotment Funding – On
Premise Solution
Dear Joshua Erquiaga:
The California 9-1-1 Emergency Communications Branch (CA 9-1-1 Branch) has received
your Advance Notification for Call Processing Equipment (CPE) Funding letter of intent to
replace the 9-1-1 system at your Public Safety Answering Point (PSAP). Acceptance of
CPE Allotment funds from the CA 9-1-1 Branch commits your agency to PSAP operations
24 hours-a-day, seven days-a-week, for a minimum of five years. If PSAP operations are
not maintained at that level, the City of San Luis Obispo Police Department may become
financially responsible for all subsequent CPE maintenance and 9 -1-1 network service
charges. Our evaluation of recent 9-1-1 emergency call volume qualifies the City of San
Luis Obispo Police Department for a Fixed Allotment of $490,000 to be used to purchase
an on premise solution. The Fixed Allotment funding will expire upon
expiration/cancellation of the current MPA if your CPE approval process has not been
initiated.
The CA 9-1-1 Branch has implemented a non-mandatory Master Purchase Agreement
(MPA) that enables participating vendors to invoice the CA 9-1-1 Branch directly for the
purchase of 9-1-1 systems and services. Price lists are available at:
https://www.caloes.ca.gov/office-of-the-director/operations/logistics-management/public-
safety-communications/ca-9-1-1-emergency-communications-branch/ca-911-services-
contracts/
The CA 9-1-1 Branch CPE Funding Policy and Funding Processes are detailed in the
9-1-1 Operations Manual – Chapter III available at:
https://www.caloes.ca.gov/office-of-the-director/operations/logistics-management/public-
safety-communications/ca-9-1-1-emergency-communications-branch/ca-911-operations-
manual/
Please contact me directly with any questions at johndiaz@caloes.ca.gov or
(916) 894-5176.
Sincerely,
John Diaz, 9-1-1 Advisor
CA 9-1-1 Emergency Communications Branch
Docusign Envelope ID: 5B26F8D4-732D-470F-BF24-7C8E23EA703E
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REGISTRATION NUMBER
AGREEMENT NUMBER AMENDMENT NUMBER
6138-2020 3
1.This Agreement is entered into between the Contracting Agency and the Contractor named below:
CONTRACTING AGENCY NAME
California Governor’s Office of Emergency Services
CONTRACTOR NAME
AT&T Enterprises, LLC, successor in interest to AT&T Corp.
2.The term of this
Agreement is:
July 10, 2020, or upon approval by CDT STP, whichever is later,
through July 9, 2026, with two (2) two-year options to extend
3.The maximum amount of this
Agreement after this Amendment is:
$0.00
(Zero Dollars and Zero Cents)
4.The parties agree to comply with the terms and conditions of this Agreement Amendment #3 for the NG 9-1-1
CLOUD NATIVE OR DATA CENTER CALL PROCESSING EQUIPMENT (CPE) for the California Governor’s
Office of Emergency Services (Cal OES) to add On-Premises CPE. All documents and actions noted below are by
this reference made part of the Agreement and incorporated herein:
ACTIONS:
Amendment #3 – Both parties mutually agree to amend this Agreement as followed:
a. Exhibit A, Statement of Work (SOW), attached hereto, replaces the original Exhibit A, Statement of Work
(SOW) in its entirety.
b. Exhibit 21, Technical Requirements, attached hereto, replaces the original Exhibit 21, Technical
Requirements in its entirety.
c. Exhibit 22, Cost Workbook, attached hereto, replaces the original Exhibit 22, Cost Workbook, in its entirety.
All other terms and conditions shall remain the same.
IN WITNESS WHEREOF, this Agreement has been executed by the parties hereto.
Department of Technology (CDT),
Statewide Technology Procurement (STP)
Use OnlyCONTRACTOR
CONTRACTOR NAME (If other than an individual, state whether a corporation, partnership, etc.)
AT&T Enterprises, LLC, successor in interest to AT&T Corp.
CONTRACTOR AUTHORIZED SIGNATURE DATE SIGNED
PRINTED NAME AND TITLE OF PERSON SIGNING
Samantha Thibault, Sales Director
ADDRESS
1452 Edinger Ave., Tustin, CA 92780
STATE OF CALIFORNIA
CONTRACTING AGENCY NAME
California Governor’s Office of Emergency Services
CONTRACTING AGENCY AUTHORIZED SIGNATURE DATE SIGNED
EXEMPT PER:
PRINTED NAME AND TITLE OF PERSON SIGNING
Mary Rucker, Assistant Director, Finance and Logistics Administration
CONTRACTING AGENCY ADDRESS
3650 Schriever Avenue, Mather, CA 95655
STATE OF CALIFORNIA
DEPARTMENT OF TECHNOLOGY
STATEWIDE TECHNOLOGY PROCUREMENT
STANDARD AGREEMENT AMENDMENT
TECH 213A (rev. 06/2020)
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CA Governor’s Office of Emergency Services Contract Number: 6138-2020 A3
Contractor Name: AT&T
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March 26, 2020
EXHIBIT A, STATEMENT OF WORK
1 BACKGROUND AND PURPOSE
The Governor’s Office of Emergency Services (Cal OES), Public Safety Communications,
CA 9-1-1 Emergency Communications Branch (CA 9-1-1 Branch) is authorized by statute
Government Code (GC) Sections 53100-53121 to manage and oversee the statewide
9-1-1 emergency communications system. The authority to oversee the expenditures of
State Emergency Telephone Number Account (SETNA) funds is provided in the
California Department of Finance’s Manual of State Funds, 0022. The CA 9-1-1 Branch is
responsible for administering the SETNA which provides funding to California Public
Safety Answering Points (PSAPs) for 9-1-1 systems and services. The main function of the
9-1-1 Call Processing Equipment (CPE) is to provide PSAPs with call handling equipment
to answer the 9-1-1 calls.
The Next Generation 9-1-1(NG9-1-1) services in California follow the National
Emergency Number Association (NENA) i3 Call Flow per Figure 1 in NENA-STA-010.2-2016
https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/NENA-STA-
010.2_i3_Architectu.pdf NENA Detailed Functional and Interface Standards for the
NENA i3 Solution. Each CPE provider shall provide NENA i3 call flow to support
interoperability with the Prime Network Service Provider (PNSP) and Regional Network
Service Provider (RNSP).
The CPE solution shall follow the National Emergency Number Association (NENA) i3 Call
Flow per NENA-STA-010.2-2016, NENA Detailed Functional and Interface Standards for
the NENA i3 Solution. The CPE solution shall utilize the NG 9-1-1 trunks maintained by
PNSP and RNSP to deliver all 9-1-1 traffic to the PSAP. The NG 9-1-1 trunks are a CPUC
tariffed service that are maintained by PNSP and RNSP. Figure 1 provides an overview of
the NG 9-1-1 traffic flow and identifies the responsibility of PNSP, RNSP, and the CPE
provider.
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CA Governor’s Office of Emergency Services Contract Number: 6138-2020 A3
Contractor Name: AT&T
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March 26, 2020
FIGURE 1: NG 9-1-1 TRAFFIC RESPONSIBILITY (CLOUD/DATA CENTER)
Additional resource documents for reference:
CA 9-1-1 Branch Operations Manual - https://www.caloes.ca.gov/cal-oes-
divisions/public-safety-communications/ca-9-1-1-emergency-communications-
branch/ca-9-1-1-operations-manual
1.1 OBJECTIVE
This Statement of Work (SOW) establishes the Master Purchase Agreement that shall be
used by every PSAP in California to procure CPE that utilizes both CAMA and PSNP and
RNSP NG 9-1-1 Trunks to deliver 9-1-1 traffic to every PSAP. This SOW shall serve as the
rules and regulations between the CA 9-1-1 Branch and the Contractor to provide
native cloud and data center CPE as well as on-premises CPE.
This SOW will also establish a standard CPE platform that complies with NENA i3,
interfaces with the PNSP and RNSP networks and aligns with the authorized Cal OES
Budget for 9-1-1 services. Cal OES, CA 9-1-1 Branch will oversee and approve all
purchases made under this agreement. The PSAPs will use this agreement to purchase
9-1-1 CPE Systems with SETNA funding as authorized and approved by the CA 9-1-1
Branch.
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CA Governor’s Office of Emergency Services Contract Number: 6138-2020 A3
Contractor Name: AT&T
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March 26, 2020
2 DESCRIPTION OF PROPOSED SERVICE
2.1 CLOUD BASED/DATA CENTER MODEL SERVICE TO BE PROVIDED
The Contractor agrees to provide CPE services in accordance with the SOW and
EXHIBIT 21, TECHNICAL REQUIREMENTS. The Contractor agrees that CPE shall support all
call handling and call flow elements of NENA i3. Any proprietary components that are
implemented within the CPE shall not compromise the ability to support NENA i3 and
the ability for the PNSP or RNSP to deliver the call to the PSAP, or to support transfers
from one PSAP to another, regardless of Contractor.
CPE services to be provided shall include, but are not limited to:
1) This solution shall be an Evergreen Native Cloud based or Data Center based
service. Contractors shall not provide a Hosted CPE solution that exists in the
current legacy environment.
2) Contractor shall provide solutions to the PSAPs that have been tested in the CA
9-1-1 Branch NG911 Lab and validated by the CA 9-1-1 Branch to ensure
interoperability with PNSP and RNSP;
3) Contractor shall provide CPE performance monitoring and provide access to
PSAPs and the CA 9-1-1 Branch through a dashboard;
4) Contractor shall be solely responsible for trouble ticket reporting for all CPE
services to include subcontractor services. The Contractor shall develop and
maintain trouble ticket e-bonding with RNSP and PNSP trouble ticketing. Trouble
ticket information and status updates must be pushed and received by all
parties in order to reduce confusion and to allow a single point of reference, no
matter which vendor the PSAP chooses to call;
5) Contractor shall implement standards and best practices as determined by the
CA 9-1-1 Branch to ensure global interoperability;
6) Contractor shall provide leadership to promote collaborative mission focused,
implementation that supports interoperability and supports the Cal OES mission;
7) Contractor shall provide a lead team member to work together to maintain the
interoperability interface with PNSP and RNSP;
8) Contractor shall ensure that installation of equipment includes all hardware,
cabling, labor, software and configuration required to deliver and make the
system ready for use, and operational with the manufacturer’s published
specifications;
9) Contractor’s Evergreen coverage shall include maintenance and replacement
of all system components, including but not limited to all workstations, interface
devices, and associated hardware;
10) Contractor shall designate a primary contact person located in the continental
United States (CONUS) to whom all project communications may be addressed
and who has the authority to act on all aspects of the services;
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CA Governor’s Office of Emergency Services Contract Number: 6138-2020 A3
Contractor Name: AT&T
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March 26, 2020
11) Contractor shall notify the CA 9-1-1 Branch, in writing, of all changes in the
personnel assigned to the tasks. If a Contractor employee is unable to perform
due to illness, resignation, or other factors beyond the Contractor’s control, the
Contractor will provide suitable substitute personnel;
12) Contractor shall install workstation and any peripheral hardware on the premises
of the PSAP, during the best available hours for the PSAP, and at all other times
as required to successfully provide the services;
13) Contractor shall provide the PSAP and the CA 9-1-1 Branch with a copy of the
system update process and schedule;
14) Contractor shall work closely with PSAPs regarding any of the additional
applications provided under Contract and adhere to any changes and future
time-frames listed in the individual requirements;
15) Contractor shall ensure PSAP has unrestricted use of any CPE solution software
that is proprietary in nature;
16) Contractor shall submit a system diagram, depicting data flow and
interconnection requirements;
17) Contractor shall be responsible for all the terms and conditions of this Contract
regardless of whether or not a failure occurs in their system or their
Subcontractors system;
18) Contractor shall implement all functional requirements included in Exhibit 21;
19) The Contractor agrees to provide CAMA integration CPE services in
accordance with this Amendment 1 that includes the Technical Requirements
and Cost Elements needed to support the CAMA interface. These requirements
are mandatory and shall be part of the CPE solution and will be tested in the CA
9-1-1 Branch lab and accepted by Cal OES 9-1-1 Branch, prior to issuing SOW to
the PSAP for CPE purchase.
Amended CPE services to be provided shall include, but are not limited to:
a. The CPE solution shall interface with CAMA according to the additional
technical requirements as per Exhibit 21 - Technical Requirements (See section B
for details).
b. The amended CPE solution shall provide an interface with CAMA according to
the additional cost elements as per Exhibit 22 – Cost Workbook. There will be no
additional costs for maintaining, servicing, or disconnecting the CAMA (See
section C for details).
2.2 ON PREMISES SERVICE TO BE PROVIDED
The Contractor agrees to provide the on-premises CPE solution that passed the Cal OES
9-1-1 lab testing at the rates listed on the Exhibit 22 – Cost Workbook. Administrative
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CA Governor’s Office of Emergency Services Contract Number: 6138-2020 A3
Contractor Name: AT&T
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requirements and SLAs posted within this SOW apply to both on-premises and cloud-
based call-handling unless designated otherwise by the CA 9-1-1 Branch.
2.3 CPE SERVICES ENVIRONMENT
This section is intended to present an overview of the NG9-1-1 environment in California.
The PNSP and RNSP are responsible for delivering NG 9-1-1 traffic to the CPE provider
based on the PSAP that has been identified to receive the 9-1-1 information. The
Contractor shall be responsible for receiving the 9-1-1 traffic from the legacy 9-1-1
network and the PNSP or RNSP. The Contractor shall also provide the call processing
functionality required to display any and all 9-1-1 information at the PSAP.
2.4 COMMERCIALLY AVAILABLE HARDWARE
Wherever possible, commercially available hardware shall be used for simplicity, ease
of maintenance, replacements, and upgrades.
3 CONTRACT TERM
Effective upon approval of the California Department of Technology (CDT), Office of
Statewide Technology Procurement (OSTP), the term of the Contract is four (4) years
with three (3) two (2) year options.
The CA 9-1-1 Branch at its sole discretion, may exercise the option to execute, three (3),
two (2) year extensions of all services identified in this Contract at the costs identified in
EXHIBIT 22, COST WORKBOOK, for a maximum Contract term of ten (10) years.
Contractor shall provide an all-inclusive cloud-based /data-center based or on-
premises CPE solution. All options shall be included with the ability to de-activate or
‘turn off’ options or features based on PSAP needs and requirements. Vendor shall not
provide options that result in tiered service.
Amendments may occur at any time, consistent with the Terms and Conditions of the
Multiple Award Contract and by mutual consent of both parties, subject to approval by
the CA 9-1-1 Branch.
Period of performance for a PSAP’s CPE purchase will continue for the life of the
Contract, including all extensions. Evergreen coverage for all systems and services,
excluding network, shall be included. Coverage starts from the date of system
acceptance. The Contractor shall adhere to this Period of Performance for up five (5)
years, if necessary, after the multiple award Contract term expires
All price quotes/SOWs must be received by the CA 9-1-1 Branch at a minimum of four
(4) weeks prior to the Multiple Award Contract expiration to allow time for review,
revision, and issuance of a TD-288 Commitment to Fund. No quotes or SOWs will be
accepted and processed within this four (4) week period.
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CA Governor’s Office of Emergency Services Contract Number: 6138-2020 A3
Contractor Name: AT&T
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PSAP is required to hold CPE service for a minimum of five (5) years unless Contract is
terminated due to a proven failure to perform. After year five (5), if the PSAP chooses to
continue the CPE maintenance, it will be approved by Cal OES on a year-to-year basis,
for up to 2 years. The PSAP may cancel the service during those 2 years at any time with
30 days written notice to the CPE Provider.
After the multiple award Contract expiration date, new orders shall not be issued and
are prohibited. The terms of this Contract shall be incorporated into the SOW with the
PSAP and survive the expiration of the term noted above until the expiration of the
affected PSAP’s SOW.
For the purposes of Section 20 of SaaS General Provisions limited liability, purchase price
will be defined as the Contractor’s aggregate Monthly Recurring Charges (MRC)
contract amount for the affected solution and PSAP(s) for the previous twelve months
prior to the incident.
3.1 CONTRACT COMMENCEMENT TIME
The Contractor shall not be authorized to deliver goods or commence the performance
of services as described in this SOW until written approval has been obtained from all
entities and CPE testing at the PSAP has been completed. Any delivery or performance
that is commenced prior to the signing of the multiple award Contract shall be
considered voluntary on the part of the Contractor and non-compensable.
3.2 CONTRACT AMENDMENTS
This Contract may be amended, consistent with the terms and conditions of the
Contract and by mutual consent of both parties and is subject to approval by the
California Department of Technology (CDT). No contract amendment shall be
executed to allow adding a CPE solution that did not pass the CAL OES NG 9-1-1 Lab
validation testing.
3.3 CONTRACT TERMINATION
The CA 9-1-1 Branch may exercise its option to terminate the Agreement at any time
with 30 calendar days prior written notice. In the event of such termination, the CA 9-1-1
Branch shall pay all amounts due the Contractor for all deliverables accepted prior to
termination.
3.4 CAL OES NG911 LAB CPE TESTING
All CPE shall be tested in the CA 9-1-1 Branch NG 9-1-1 Lab to validate compliance to
NENA i3 standard and meeting the functional requirements identified in this SOW (refer
to TD 284 System Acceptance and Authorization Form for Cloud CPE Solution as well as
TD 284 System Acceptance and Authorization Form for On-Premises CPE Solution). All
CPE (cloud based and on-premises) shall be validated in the CA 9-1-1 Branch NG 9-1-1
Lab. If the call handling is not Nena i3 compliant at the time of NG go-live, the
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CA Governor’s Office of Emergency Services Contract Number: 6138-2020 A3
Contractor Name: AT&T
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March 26, 2020
Contractor will be provided 6 months to bring the call handling into compliance, at no
cost to the State of California.
4 ORDERING AND DELIVERY PROCESS
The ordering process that the CA 9-1-1 Branch uses is detailed in the 9-1-1 Operations
Manual, Chapter III, Funding which can be viewed at:
https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/Operations-Manual-
Chapter-III-Updated-6.24.pdf
4.1 PERFORMANCE BOND AT PSAP OR CAL OES REQUEST
If requested by the PSAP or Cal OES, the Contractor shall furnish to the Cal OES, a
performance bond security in a form satisfactory to the 9-1-1 Branch Manager at no
cost to the State, a Performance Bond in the amount of PSAP or Cal OES request for the
CPE provider. The bond shall be on a form from an admitted surety insurer and must
guarantee Contractor’s compliance with the terms of this Contract. The bond shall be
in effect for the duration required by the PSAP or Cal OES.
Failure to submit the required documents may be cause for termination of the
Contract.
4.2 9-1-1 CPE SYSTEM DIAGRAMS
As part of the ordering process for the 9-1-1 CPE System, the SOW submitted to the
PSAPs shall include system diagrams using Microsoft Visio or similar to depict:
1. System connectivity
2. 9-1-1 traffic and data flow
3. PC hardware Requirements
4. Interfaces to any PSAP auxiliary equipment (i.e. CAD, logging recorder)
4.3 9-1-1 CPE INSTALLATION (CLOUD AND ON-PREMISES)
Orders from the PSAP must be completely installed and ready for acceptance testing
within 90 calendar days after TD-288 is issued for cloud or data center CPE and 180 days
for on-premises CPE.
The installation date may be changed by mutual consent of the Contractor and the
PSAP; however, the system installation schedule must be updated with the revised
dates. The Contractor will provide a revised Contractor’s SOW to the PSAP and to the
CA 9-1-1 Branch.
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4.4 PSAP SITE SURVEY
As part of the SOW for the PSAP, the Contractor shall prepare a list detailing the current
electrical power, common ground, and environmental control facilities at the PSAP. The
Contractor shall review and comment on the adequacy of the PSAP’s facility, including
but not limited to, the adequacy of the floor plan, environmental control, cabling, and
NG9-1-1 trunk demarcation to support the installation of the 9-1-1 system. The PSAP shall
permit free access, subject to security restrictions at the site, for the purpose of
reviewing facility readiness.
4.5 PSAP SITE MODIFICATIONS
If required, the CA 9-1-1 Branch and/or PSAP will discuss the needs for PSAP
modification in order to meet the Contractor’s specifications related to CPE
installations.
4.6 CERTIFICATION OF EQUIPMENT READINESS
Equipment must be installed and certified ready for acceptance testing by the agreed
to installation date and acceptance test plan between the Contractor and PSAP.
4.7 RELOCATION
Relocation refers to a PSAP moving to a different location on a long-term basis. This
includes packing up all CPE and associated equipment purchased under this Contract
and transporting to another location and reinstalling it for operational use
1. If it is necessary to move the equipment purchased under this Contract from a
PSAP location to another, the PSAP will provide their date of disconnection, the
locations from and to where the equipment is to be moved, and the re-
connection date to the Contractor. The Contractor and PSAP will mutually agree
on a reasonable amount of time to accomplish disconnection, relocation,
reconnection and having the equipment ready for use. The CA 9-1-1 Branch will
only pay for 30 days of overlapping NG9-1-1 trunk costs. After 30 days is
exceeded, billing from vacated PSAP premises will be transferred and become
the responsibility of the PSAP.
2. The PSAP will pay the Contractor for all reasonable costs for relocation. The
Contractor shall maintain responsibility for the equipment at all times during the
move.
3. In the case of an emergency PSAP CPE relocation, the CA 9-1-1 Branch will pay
for all associated costs. Emergency shall consist of, but is not limited to: force
majeure, man-made disasters, hazard to life and limb of PSAP personnel.
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4. Rearrangement of equipment at a single site or for the convenience of the PSAP,
shall be at the PSAP’s expense. If the Contractor is asked to move and reinstall
equipment at a different facility, the Contractor shall not exceed the hourly
Labor Rate bid in Exhibit 22, COST WORKBOOK.
4.8 MOVES, ADDS AND CHANGES (MACS)
MACs refer to changes in system application configurations to facilitate PSAP
operations, moving equipment from one location to another in the same facility, or
adding additional equipment to completed installations.
1. For those MACs that are performed, such as adding or deleting new
workstations, changing speed dial numbers, etc., the Contractor shall provide
training to the PSAP System Administrator if required.
2. Contractor shall detail the process for the PSAP to request routine MACs, how the
Contractor will perform on-site versus off-site MACs and the anticipated turn-
around time to completion.
3. All costs for MACs will be directly billed to and paid by the PSAP, not to exceed
the hour labor rate bid in Exhibit 22, COST WORKBOOK. If the Contractor is asked
to move and reinstall equipment at a different facility, the labor rates established
by this Contract will apply to similar activities performed, such as those described
above.
4.9 DOCUMENTATION
Contractor shall provide SOW in a format that complies with the template provided in
SOW Attachment 3 Sample SOW Template. Contractor shall provide softcopy of all
manuals and materials as well as web access to updates.
4.10 EQUIPMENT DELIVERY AND SHIPMENT
1. Shipments to and from the installation site shall be the responsibility of the
Contractor.
2. Equipment shall be packed and marked with content description and
destination.
3. The Contractor shall bear the cost of transportation/shipping whenever
equipment is shipped or moved for mechanical replacement purposes.
4. The Contractor shall dispose of any packing material and debris. Post installation,
the Contractor shall pay transportation charges for the removal of empty
packing cases.
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5. The PSAP reserves the option, with concurrence from the Contractor, to arrange
and pay for all transportation/shipping charges for such relocation. Subsequent
moves are not paid for by the CA 9-1-1 Branch, but may be negotiated between
PSAP and Contractor, when the equipment is moved from one PSAP location to
another.
6. The PSAP shall be relieved from all risk of loss or damage to the equipment
purchased under this Contract during the entire time the equipment is in the
possession of the Contractor, except when such loss or damage is due to the
fault or negligence of the PSAP. Loss or damage not due to the fault or
negligence of the PSAP shall be verified through a legal claims record.
5 CONTRACT CONTACTS
The project representatives during the term of this Contract will be:
The CA 9-1-1 Branch contact will be the primary interface with the Contractor.
State: Governor’s Office of Emergency
Services, Public Safety
Communications, CA 9-1-1 Branch
Contractor: AT&T
Name: Janee Dabrowski Name: Jonathan Holland
Address: 601 Sequoia Pacific Blvd. MS 911,
Sacramento, CA 95811
Address: 1452 Edinger Ave, Tustin CA
92780
Phone: (916) 894-5031 Phone: (949) 202-6890
e-mail: janee.dabrowski@caloes.ca.gov e-mail: jh2419@att.com
Direct all Contract inquiries to:
State: Governor’s Office of Emergency
Services, Information Technology
Division
Contractor: AT&T
Name: Cheng Xiong Name: Jonathan Holland
Address:3650 Schriever Ave
Mather, CA 95655
Address: 1452 Edinger Ave, Tustin CA
92780
Phone: (916) 636-3655
Phone: (949) 202-6890
e-mail:Cheng.Xiong@caloes.ca.gov e-mail:jh2419@att.com
6 EVERGREEN TECHNICAL REQUIREMENTS
All requirements, as stated in EXHIBIT 21, TECHNICAL REQUIREMENTS are part of this SOW.
CPE offering shall be maintained in good operating condition at the PSAP location, the
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Contractor’s data center, or in the cloud to ensure Continuing Standards of
Performance are met.
6.1 LOCAL HARDWARE
The Contractor shall provide maintenance (labor and parts) and keep all equipment at
the PSAP in good operating condition. Maintenance parts will be furnished by the
Contractor and will be new. Contractor is responsible for disposal of replaced parts
removed during maintenance.
The Contractor shall furnish and replace all evergreen services and parts for a period of
five (5) years beginning on the first day following System Acceptance. Any such service
required as a result of erroneous site preparation specifications furnished by the
Contractor or otherwise required due to the fault or negligence of the Contractor, shall
be provided by the Contractor at no additional charge. Prior to the expiration of the
evergreen service period, whenever equipment is shipped for mechanical
replacement purposes, the Contractor shall bear all costs for such shipment including,
but not limited to, costs for packing, transport, handling, and insurance.
On site services will be furnished by the Contractor’s nearest service location. The
Contractor shall have prompt access to the equipment, subject to the PSAP’s standard
security requirements, to perform this service. There shall be no charge for travel
expenses associated with services for which the Contractor is responsible.
Contractor shall provide full maintenance coverage 24 hours per day, seven (7) days
per week, 365 days a year (24x7x365).
6.2 UPGRADES AND PLANNED MAINTENANCE DOWN-TIME
The proposed 9-1-1 CPE Systems shall not experience any downtime for planned
maintenance. It is acceptable that individual workstations have downtime for planned
maintenance, however, PSAPs will have input into the update schedule such that no
more than 50% of their workstations are updated at the same time.
6.3 PLANNED MAINTENANCE
Planned maintenance shall be performed in accordance with a Standard Operating
Procedure (SOP) mutually agreed to by the State and Contractor designed to mitigate
the operational impact of such maintenance. Scheduled downtime must be
coordinated with the CA 9-1-1 Branch and affected PSAPs with at least five (5) business
days advance notice prior to performing the scheduled downtime in order for the
downtime not to be calculated into the monthly availability.
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Contractors shall disclose any service impact, limitation, or operational issue that may
arise as a consequence of planned maintenance and shall propose mitigation for the
known impact, limitations, or operational issues as part of the SOP.
6.4 REMEDIAL MAINTENANCE
Contractors shall track the status of each Critical, Major, and Minor Failure (as defined
in SLA) through the Trouble Ticket Log. Contractors shall provide the telephone number
of their customer support center to each PSAP with whom they have an evergreen
Contract for reporting Critical, Major, and Minor Failures. The Contractor’s customer
support center telephone shall be answered 24 hours a day, seven (7) days a week by
a live person. The Contractor’s customer support center will be responsible for
coordinating the resources necessary to correct Critical, Major, and Minor Failures and
for accurately updating the Trouble Ticket Log.
6.5 RNSP/PNSP REPAIRS
If the PSAP notifies the Contractor of a problem with the 9-1-1 system and the
Contractor determines that the problem lies with the PNSP/RNSP NG9-1-1 Trunks, the
Contractor, will be responsible for notifying the PSAPs that the problem lies with the
PNSP/RNSP. All Contractors are required to e-bond ticketing systems with PNSP/RNSP.
6.6 REPLACEMENT PARTS
The spare components and parts inventory shall include all components included in
CPE solution. This is including but not limited to workstations, controllers, servers,
gateways, routers, Uninterruptable Power Supply (UPS) devices, peripheral equipment
interface devices, monitors, and computer keyboards. All replacement components
and parts shall be available to authorized Contractor repair personnel on a 24x7x365
basis.
6.7 SYSTEM OR SOFTWARE UPDATES
The CA 9-1-1 Branch expects to allow for system/software updates and enhancements.
Contractor(s) are required to:
1. Support this effort throughout the life of the resulting Contract.
2. Updates offered shall meet all current National Emergency Number Association
(NENA) i3 requirements.
3. Prior to update, Contractor(s) shall provide notification to the CA 9-1-1 Branch
Contract Manager as well as all affected PSAPs with a Technical Services Bulletin
(TSB).
4. Submit test plan for the proposed update.
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5. Validate the update through the CA 9-1-1 Branch NG 9-1-1 Lab as directed by
the CA 9-1-1 Branch.
6. Obtain approval from the CA 9-1-1 Branch of the update.
6.8 EVERGREEN SERVICE EXCLUSIONS
Evergreen service does not include electrical work or adverse environmental conditions
external to equipment or maintenance of accessories, alterations, attachments, or
other devices not listed in Cost Workbook.
7 CONTRACTOR FACILITY LOCATIONS
All Contractor’s facilities, direct technical and administrative support personnel that will
perform services as part of this Contract must be located within the Continental United
States (CONUS) or the District of Columbia.
8 CA 9-1-1 BRANCH ROLES AND RESPONSIBILITIES
1) The CA 9-1-1 Branch will designate a person to whom all Contractor
communication may be addressed, and who has the authority to act on all
aspects of the services, see Section 4 for designee. The CA 9-1-1 Branch
designee will be the POC for all documents related to this Contract to ensure
understanding of the responsibilities of both parties;
2) The CA 9-1-1 Branch will designate a 9-1-1 Advisor to review the SOW and
associated documents. 9-1-1 Advisor shall provide at least a minimum of 10 state
business days for the timely review and approval of information and
documentation provided by the Contractor.
3) The CA 9-1-1 Branch, in partnership with the PSAP, will determine adequacy of all
work performed and all products installed by the Contractor. Should the work
performed or the products installed by the Contractor fail to meet expectations,
requirements, or specifications, the following resolution process will be employed:
a) The Contractor shall, within five (5) State business days after initial problem
notification, respond to the CA 9-1-1 Branch by submitting a corrective action
plan to address the specific inadequacies or failures in the identified services
and products. Failure by the Contractor to respond to the CA 9-1-1 Branch’s
initial problem notification within the required time limits may result in
immediate termination of the Contract.
b) In the event of such termination, the CA 9-1-1 Branch shall pay all amounts
due the Contractor for all work accepted prior to termination.
c) The CA 9-1-1 Branch will, within five (5) State business days after receipt of the
Contractor’s detailed explanation or proposed corrective action plan, notify
the Contractor in writing whether it accepts or rejects the explanation and/or
plan. If the CA 9-1-1 Branch rejects the explanation or plan, the Contractor
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will submit a revised corrective action plan within three (3) State business days
of notification of rejection. Failure by the Contractor to respond to the CA 9-
1-1 Branch’s notification of rejection by submitting a revised corrective action
plan within the required time limits may result in immediate termination of the
Contract. In the event of such termination, the CA 9-1-1 Branch shall pay all
amounts due the Contractor for all work accepted prior to termination.
d) The CA 9-1-1 Branch will, within three (3) State business days of receipt of the
revised corrective action plan, notify the Contractor in writing whether it
accepts or rejects the revised corrective action plan proposed by the
Contractor. Rejection of the revised corrective action plan will result in
immediate termination of the Contract. In the event of such termination, the
CA 9-1-1 Branch shall pay all amounts due the Contractor for all work
accepted prior to termination.
4) Upon first installation in each region the CA 9-1-1 Branch will order network
connectivity from the PNSP and RNSP into two (2) logically and physically diverse
Contractor points of interface within five (5) working days of:
a. Successful testing in the Cal OES NG9-1-1 Lab,
b. The identification and CA 9-1-1 Branch approved Contractor points of
interface, and
c. Completion of the TD-288 approval process.
9 PSAP RESPONSIBILITIES
1) If required to meet special environmental considerations, the PSAP will modify its
site facilities to meet the Contractor’s minimum site and environmental
specifications as supplied by the Contractor. Costs associated with these
modifications shall be the responsibility of the PSAP.
2) Subject to the PSAP’s security regulations, the Contractor shall have full and free
access to the CPE equipment.
3) Any lines terminating into the CPE solution (including but not limited to) 7-digit
emergency lines, administrative lines, ring downs lines (circuits), direct connects,
as well as contact closures.
10 CONTRACTOR’S ROLES AND RESPONSIBILITIES
1) Contractor shall deliver all services and equipment necessary for system
deployment.
2) Contractor shall deploy the system and have the system ready for acceptance
testing within 180 calendar days from TD-288 issue date, or as defined on the
project SOW timeline as agreed upon by the CA 9-1-1 Branch, the Contractor,
and the PSAP.
3) Contractor shall perform and provide a PSAP site survey for each CPE installation.
4) Contractor shall provide necessary wiring for connection to CAMA and NG9-1-1
Trunks as well as interface connectivity to all necessary peripheral equipment.
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5) Contractor shall perform System Readiness Testing prior to cutover, to ensure that
the system is installed and operates as defined in SOW.
6) Upon Contract execution the Contractor shall meet via in person meeting or
teleconference, with the CA 9-1-1 Branch team at a minimum monthly, or at the
discretion of the CA 9-1-1 Branch, to ensure project tasks and timelines are met,
with all Contractor Key Staff identified in SOW Section 9. The CA 9-1-1 Branch
may require an in-person meeting based on project status.
7) The Contractor shall adhere to and support all interface standards as designed
by the PNSP and approved by the CA 9-1-1 Branch.
8) The Contractor shall designate a primary contact person to whom all project
communications may be addressed and who has the authority to act on all
aspects of the services.
9) The Contractor shall notify the CA 9-1-1 Branch in writing, of all changes in key
personnel assigned to the tasks as outlined in Section #9 below. If a Contractor’s
employee is unable to perform due to illness, resignation, or other factors beyond
the Contractor’s control, the Contractor will provide suitable substitute personnel.
The CA 9-1-1 Branch reserves the right to approve all substitute personnel.
10) The Contractor shall perform their duties on PSAP premises during normal business
hours, as agreed upon by the PSAP and the vendor. PSAP reserves the right to
request non-standard hours if there is a clear and defined operational need.
11) Contractor staff will be subject PSAP background check and security
requirements.
12) Contractor shall deliver and provide all documents in electronic format.
13) Contractor shall report all SLAs in accordance to Section 22.1 Contractors
Monthly Activity Report.
11 LABOR CLASSIFICATIONS
Contractor shall make available each of the labor classifications listed below. Hourly
labor will only be used on a limited basis and only with pre-approval from the CA 9-1-1
Branch. The cost identified in Exhibit 22, COST WORKBOOK shall be utilized to support all
of these labor classifications:
1) Contractor Trained Technician - A Contractor trained technician is able to
diagnose all major and minor system alarms, provide hardware and software
repairs, provide recommendations regarding user configurations and make
changes to the user defined software. Technician to be available both on site, as
well as remotely, for any possible issues.
2) Contracted Technician - The technician is able to provide hardware installations
and replacements, provide recommendations regarding user configurations,
under the direction of the CPE Contractor. Not available for on premise CPE
solution.
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3) System Engineer - A system engineer shall be capable of engineering the entire
solution and any related programming that the Contractor offers through the
resulting Contract.
4) Project Manager - The project manager will act as the single point of contact to
the PSAP manager (or their designee) and will be available to the PSAP
manager during the implementation of a new system. Project manager will be
on-site during implementation to the new system if requested by the 9-1-1
Branch. All project managers shall be located in the continental US and will be
made available for in-person meetings at the CA 9-1-1 Branch or PSAP request.
12 PROJECT MANAGEMENT
For each installation of a 9-1-1 system, the Contractor shall assign a project manager
with knowledge and experience in managing system installations of similar complexity.
All installations shall use industry accepted project management methodology
throughout the project.
The project manager shall be the single point of contact between the Contractor and
the PSAP throughout the installation and acceptance process. The project manager will
be responsible for coordinating with the PSAP all aspects of the installation including
project scheduling, installation of equipment, training, problem resolution, acceptance
testing, contractual and technical issues and answering all questions the PSAP may
have.
The Contractor shall assign a project manager who is familiar with 9-1-1 in CA, Internet
Protocol (IP) networks, as well as the proposed system. All project managers shall be
located in the continental US and will be made available for in-person meetings at the
CA 9-1-1 Branch or PSAP request.
13 SUBCONTRACTORS
The Contractor shall provide and maintain a list of all subcontractors providing the
services identified below. The information shall be submitted in the same format as
EXHIBIT 24: LIST OF PROPOSED SUBCONTRACTORS.
The Contractor shall notify the CA 9-1-1 Branch, in writing, of any changes of
Subcontractor personnel assigned to the tasks within ten (10) business days of the
change. The CA 9-1-1 Branch retains the right to approve or not approve. This
requirement does not apply to subcontractors that only provide supplies.
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14 ALTERATIONS AND ATTACHMENTS
The PSAP shall not make unauthorized alterations or install attachments to the
equipment.
Repair of damage attributable to the alteration or attachment will be billed to the
PSAPs at the Contractor’s rate provided in Exhibit 22, COST WORKBOOK, Labor Rate.
All reprogramming required by the Contractor to accommodate such alterations
and/or attachments shall be implemented at the PSAPs expense.
15 PROBLEM ESCALATION
The parties acknowledge and agree that certain technical and project related
problems or issues may arise, and that such matters shall be brought to the CA 9-1-1
Branch’s attention. Problems or issues shall be reported in monthly status reports and
via web-based alert and monitoring systems accessible by the CA 9-1-1 Branch.
Severity of the problem(s) as outlined below require escalated reporting. To this extent,
the Contractor or the PSAP will determine the level of severity and notify the
appropriate CA 9-1-1 Branch personnel. The CA 9-1-1 Branch personnel notified, and
the time period taken to report the problem or issue, shall be at a level commensurate
with the severity of the problem or issue. CA 9-1-1 Branch escalation levels are as
follows:
First level: PSAP Advisor
First.Last@caloes.ca.gov
(916) 657-####
Second level: Advisory and Compliance Unit Supervisor
First.Last @caloes.ca.gov
(916) 657-####
Third level: Program Management Division Chief
First.Last @caloes.ca.gov
(916) 657-####
Please refer to the CA 9-1-1 Branch Organizational Chart for up to date personnel:
https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/911-ORG-chart-Jan-2025.pdf
15.1 SERVICE ISSUES AND OUTAGE NOTIFICATION
The Contractor shall develop an automated outage notification system that will provide
system monitoring capability and outage reporting to the CA 9-1-1 Branch.
After Contract award, information for the confidential CA 9-1-1 Branch outage
notification phone number and e-mail will be provided. Outage reporting shall
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incorporate near real-time monitoring per EXHIBIT 21 TECHNICAL REQUIREMENTS. A
secure login portal shall be made available to the CA 9-1-1 Branch.
15.1.1 OUTAGE NOTIFICATION
In the event of any critical or major service issue(s) or outage(s) as specified in the
appropriate Service Level Agreement (SLA), the Contractor shall notify the CA 9-1-1
Branch via a phone call as well as email within thirty (30) minutes of initial report of
outage, providing the initial notification and containing the following (as available):
1) PSAP(s) affected;
2) Problem description;
3) Time of failure;
4) Affected systems or services;
5) Impact to 9-1-1 Service;
6) Trouble ticket number;
7) Ticket type (open, monitoring, dispatched).
Contractor shall provide follow-up notification as new information becomes available
or every 4 hours, whichever occurs first. All updates shall include current status and any
additional data pertinent to the outage and its resolution such as:
1) Extent of outage;
2) Affected systems or services (if different than initial);
3) Any 9-1-1 traffic lost in the CPE providers cloud or data center;
4) Sequence of events toward resolution (action taken to resolve the issue);
5) Estimated time of technician arrival (ETA);
6) Estimated time of outage resolution (ETR).
When critical or major event is cleared, Contractor shall send a final notification of
resolution. The CA 9-1-1 Branch may review this with the Contractor every month, to
determine if notifications need to be adjusted. See SLA Section 22.
15.1.2 OTHER EVENT NOTIFICATION
For any other service issue(s) or outage(s) that the monitoring system does not report
on, the Contractor shall notify the CA 9-1-1 Branch. Contractor shall notify the CA 9-1-1
Branch of the problem via phone call and e-mail within thirty (30) minutes of initial
report of outage or disruption of service(s). Contractor shall provide the initial
notification, which will contain the following (as available):
1) PSAP(s) affected;
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2) Problem description;
3) Time of failure;
4) Affected systems or services;
5) Impact to 9-1-1 Service;
6) Trouble ticket number;
7) Ticket type (open, monitoring, dispatched).
When the event is cleared, Contractor shall send a final notification of resolution.
The CA 9-1-1 Branch may review this report, including root cause analyses, with the
Contractor every month, to determine if notifications need to be adjusted. See SLA
Section 17.
16 CHANGE CONTROL PROCESS
The Contractor shall not make any changes after implementation and successful
acceptance of the CPE service, unless approved by the CA 9-1-1 Branch.
17 CONTRACTOR TASKS AND DELIVERABLE REQUIREMENTS
17.1 MAINTENANCE PLAN
Contractor shall be responsible for maintaining all on-premises, cloud, or data center
based CPE Services for the term of the Contract. No additional costs outside of the
EXHIBIT 22 – Cost Worksheet, shall be incurred by the CA 9-1-1 Branch or the PSAP.
Contractor shall include a draft maintenance plan in response to this RFP. A final
maintenance plan shall be submitted to the CA 9-1-1 Branch for review and approval
within 90 days from Contract execution. Planned or unplanned maintenance shall not
disrupt 9-1-1 service or trigger any SLAs.
Maintenance Plan shall include at a minimum:
1) Hardware Issues;
2) Servers;
3) Switches;
4) Routers;
5) Software Issues;
6) Operating System Software Issues;
7) Security System Software Issues;
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8) Connectivity Issues.
18 TRAINING
18.1 TRAINING TIMES AND LOCATIONS
For the purposes of training, the Contractor shall provide formal, hands-on instruction for
PSAP personnel in operation of the equipment during the acceptance testing period.
Training for equipment installation coordinators and project leaders will be conducted
at the PSAP.
18.2 TRAINING PLAN
The Contractor shall provide training and training materials to ensure that all users and
administrators can proficiently use the 9-1-1 CPE system. The Contractor will provide the
following:
1) A comprehensive training program that provides CPE users with the skills
necessary to operate all features of the 9-1-1 system
2) Training at a time mutually agreed upon by the PSAP and the Contractor.
Training schedule to be created by Contractor
3) Instructors proficient with the provided solution
4) Training to be provided within two weeks of go-live (PSAP delays are not
considered a reason to change the training schedule)
5) Train no more than six (6) users per instructor, per class, unless a larger class is
mutually agreed to by the PSAP and the Contractor. All training classes should
be scheduled so as to reduce the number of site visits necessary to train all
personnel
6) In addition to CPE user training, the Contractor will provide administrator training:
a) This training shall cover routine MACs accessible by a System Administrator,
routine trouble shooting procedures and problem reporting procedures.
b) MIS training shall be provided no more than 30 calendar days following
cutover.
c) Training will also include an on-site instructor(s) at the beginning of the system
acceptance testing period. The purpose of the instructor(s) will be to assist PSAP
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personnel as needed after they begin using the new equipment (cutover
coach).
7) Post-cutover training shall be provided to the PSAP upon the PSAP’s request.
Post-cutover training will be provided for no less than six (6) users or system
administrators in any single training session.
8) Appropriate manuals and other materials must be provided to each participant
in training. All manuals and materials must be provided in an electronic format
only.
9) Online reference materials and manuals must be updated on a continual basis
to reflect CPE system upgrades, new functionality, and system releases.
18.3 TRAINING ON NEW FUNCTIONALITY
If requested by the PSAP, training and documentation on new functionality shall be
provided by the Contractor at no charge to the PSAP or the CA 9-1-1 Branch.
19 CPE SYSTEM ACCEPTANCE
Acceptance testing is intended to ensure that the system acquired operates according
to the manufacturer’s technical specifications, performs as warranted by the
requirements of this Contract, and exhibits a 99.999% level of availability. Acceptance
testing is required for all 9-1-1 CPE deployments.
System acceptance testing shall commence on a mutually agreed date and time
within 10 business days after Contractor issues a certificate of system readiness.
In the event the system does not meet the standard of performance during the initial 10
days, the CA 9-1-1 Branch will be included in ongoing communications regarding
progress or delays. The acceptance-testing period shall not be delayed due to a PSAP
request to make a change within a system’s featured functionality. Failures during
acceptance testing period caused by sources outside of the Contractor’s control, and
approved by the CA 9-1-1 Branch, shall initiate a stop-clock. If system is operating as
designed (and as captured in the SOW) the PSAP may not delay system acceptance
beyond the 10 day time frame. If such a delay occurs, the PSAP may be subject to loss
of residual funding and shall be responsible for all labor performed by the Contractor at
the hourly rate in Exhibit 22.
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The PSAP and the CA 9-1-1 Branch will judge the acceptability of all work performed
and all work products produced by the Contractor as a result of this SOW.
19.1 ACCEPTANCE TESTING CRITERIA
1) The Contractor shall issue a certificate of system readiness when equipment and
software are installed and ready for acceptance testing. Acceptance testing will
begin on a date and time agreed upon by the PSAP and the Contractor and will
end when the equipment and software have met the standard of performance
Acceptance Testing Criteria for a period of 240 consecutive hours.
2) No invoice shall be paid by the CA 9-1-1 Branch until all of the items on the CPE
system acceptance form are met. Upon successful completion of the
acceptance testing period, the PSAP shall sign system acceptance and provide
copies to the Contractor and the CA 9-1-1 Branch.
3) The standard of performance for acceptance testing is defined as the operation
of equipment and/or software at an average level of effectiveness of 99.999%
for a period of 240 consecutive hours.
4) During the acceptance testing period, if the system is not performing as
intended, the Contractor shall adhere to the response time requirements
specified in the SOW.
5) If the system does not meet the standard of performance within 90 consecutive
calendar days after the start of the acceptance testing, the PSAP shall have the
option to request a replacement system, extend the testing period, or terminate
the order. The PSAP's option shall remain in effect until the system meets the
performance criteria. If the system has not met the standard of performance by
180 calendar days after installation, the order may be cancelled. If the CA 9-1-1
Branch determines the same type of system and/or vendor have not met the
standard of performance or agreed upon contractual obligations at more than
three (3) planned installations during the term of this Contract, the system and/or
vendor may be removed from the Contract at the discretion of the CA 9-1-1
Branch.
19.2 CONTRACT TERMINATION
Should the work performed, or the products produced by the Contractor fail to meet
the PSAP SOW conditions, requirements, specifications, guidelines, or other applicable
standards, the following resolution process will be employed, except as superseded by
other binding processes.
The CA 9-1-1 Branch will notify the Contractor in writing within ten (10) State business
days after completion of each phase of service of any acceptance problems by
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identifying the specific inadequacies and/or failures in the services performed and/or
the products produced by the Contractor.
The Contractor will, within five (5) State business days after the initial problem
notification, respond to the CA 9-1-1 Branch by submitting a detailed explanation
describing precisely how the identified services and/or products actually adhere to and
satisfy all applicable requirements, and/or a proposed corrective action plan to
address the specific inadequacies and/or failures in the identified services and/or
products. Failure by the Contractor to respond to the CA 9-1-1 Branch initial problem
notification within the required time limits may result in immediate termination of the
Contract.
The CA 9-1-1 Branch will, within ten (10) State business days after receipt of the
Contractor’s detailed explanation and/or proposed corrective action plan, notify the
Contractor in writing whether it accepts or rejects the explanation and/or plan. If the
CA 9-1-1 Branch rejects the explanation and/or plan, the Contractor will submit a
revised corrective action plan within five (5) State business days of notification of
rejection. Failure by the Contractor to respond to the CA 9-1-1 Branch’s notification of
rejection by submitting a revised corrective action plan within the required time limits
may result in immediate termination of the Contract.
The CA 9-1-1 Branch will, within ten (10) State business days of receipt of the revised
corrective action plan, notify the Contractor in writing whether it accepts or rejects the
revised corrective action plan proposed by the Contractor. Rejection of the revised
corrective action plan will result in immediate termination of the Contract. In the event
of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for
all work accepted prior to termination.
20 DATA HANDLING
20.1 DATA HANDLING AND OWNERSHIP
All 9-1-1 traffic data shall be the property of the PSAP. All meta-data relating to this
Contract shall be the property of the CA 9-1-1 Branch. All 9-1-1 traffic data and meta-
data shall not be accessed or distributed by any Contractor or any of its
subcontractors.
20.2 CALL DATA RECORDS
All 9-1-1 Call Data Records (CDR) are the property of the CA 9-1-1 Branch and shall be
made available to the PSAP. The Contractor shall utilize Session Internet Protocol (SIP)
metadata and i3 logging to monitor, track and verify data flow as a part of the CDR. All
NG9-1-1 metadata shall have a ten (10) year retention period.
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20.3 9-1-1 TRAFFIC DATA
All 9-1-1 Traffic Data is the property of the PSAP and shall be retained as per EXHIBIT 21,
TECHNICAL REQUIREMENTS.
21 PSAP HELP DESK/CALL CENTER.
Contractor shall provide a point of contact 24 hours a day, 7 days a week, 365 days a
year, for the CA 9-1-1 Branch, PSAP, and Contractor personnel to report trouble on the
respective CPE Services in accordance with requirements as identified in EXHIBIT 21,
TECHNICAL REQUIREMENTS. The Contractor shall provide help desk and call center
service in accordance with EXHIBIT 21, TECHNICAL REQUIREMENTS.
22 SERVICE LEVEL AGREEMENTS (SLA)
22.1 SLA CONTRACTOR’S MONTHLY ACTIVITY REPORT
By the 10th of each month, the Contractor shall provide the CA 9-1-1 Branch with a
detailed report of system availability under this Contract using Monthly Technical SLA
Compliance Report listed below, Contractor’s Monthly Activity Report, SLA Section 22.
The CA 9-1-1 Branch reserves the right to require the Contractor to make minor
modifications to the format and content of these reports during the Contract term, at
no cost. At the conclusion of each month’s meeting, the CA 9-1-1 Branch will advise
Contractor on any SLAs that have not been met. Contractor agrees this will be final
notification and will move forward with any appropriate credit or adjustment for the
next billing cycle. Contractor agrees this meeting shall serve as notification in
compliance with the SLA terms. The remedy for each missed SLA shall be solely
determined by the State. A single outage can trigger multiple SLAs.
22.2 CONTRACTOR’S MONTLY ACTIVITY REPORT
Monthly Activity Report shall include at a minimum the fields listed below:
1) ID;
2) PSAP Name Impacted;
3) Month Date;
4) Day/Time Start;
5) Day/Time End;
6) Duration Hour: Min
7) Reporting Entity;
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8) Outage Type;
9) Cause of Incident/Outage;
10) Summary of Incident/Outage;
11) Yes/no if qualified for SLA;
12) The applicable SLA;
13) Rights and remedies applied to each ticket when applicable;
14) Other.
22.3 SLA REPORTING REQUIREMENTS
The following SLAs provide charts describing the definition, measurement method,
objective, and rights and remedies for each category. The following SLAs are not
intended to supersede any regulatory or statutory requirements and/or penalties
imposed by the FCC, CPUC, or any other legislative oversight.
22.3.1 TIME TO REPAIR CRITICAL FAILURE
Definition Measurement Method Objective Rights and Remedies
Critical Failure is
defined as any CPE
failure that prevents 10
digit or 9-1-1 traffic,
including but not
limited to, voice, text,
and video from being
delivered to and/or
answered at the
PSAP. Includes failure
of 25% or more
workstations at the
PSAP with 5 positions or
more. Also applies to
failure of 51% or more
workstations at the
PSAP with 4 or fewer
workstations.
Time to repair will be
measured from time failure is
reported and will conclude
when repair has been made
and the trouble ticket has
been closed.
Each Critical
Failure will be
resolved within
four (4) hours of
notification
to the
Contractor’s
customer
support
center or by
alarm,
whichever
comes first.
Each occurrence of a
failure to meet this SLA
objective shall result in
a 25% credit of the
CPE Service Cost MRC
of all affected PSAPs.
A critical failure
lasting longer than 8
hours shall result in a
credit of 100% of the
CPE Service Cost
MRC of all affected
PSAPs.
22.3.2 TIME TO REPAIR MAJOR FAILURE
Definition Measurement Method Objective Rights and Remedies
Major Failure is a loss
of any 10 digit or 9-1-1
traffic processing
capability affecting
Time to repair will be
measured from time
failure is reported and will
conclude when repair has
Each Major
Failure will be
resolved within
eight (8) hours of
Each occurrence of a
failure to meet this SLA
objective shall result in
a 15% credit of the
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either the software,
system workstations, or
the call taking system
as a whole. Call may
still be answered but
major system
functionality has been
disabled or disrupted,
e.g. Location
information, transfer,
hold, supplemental
data, etc. are
disrupted.
been made and the
trouble ticket has been
closed.
notification to
the Contractor’s
customer
support center or
by alarm,
whichever
comes first.
CPE Service Cost MRC
for all affected PSAPs.
A major failure lasting
longer than 12 hours
shall result in a credit of
100% of the CPE Service
Cost MRC of all
affected PSAPs.
22.3.3 TIME TO REPAIR MINOR FAILURE
Definition Measurement Method Objective Rights and Remedies
Minor Failure is
defined as any
feature or function
that affects non-
critical CPE
functionality as
specified in the SOW
or technical
requirements. This
applies specifically to
any software features
that enhance call
processing but do not
hinder call processing.
Time to repair will be
measured from time
failure is reported and will
conclude when repair has
been made and the
trouble ticket has been
closed.
Each Minor
Failure will be
resolved within
72 hours of
notification to
the Contractor’s
customer
support center or
by alarm,
whichever
comes first.
Each occurrence of
a failure to meet this
SLA objective shall
result in a 5% credit of
the CPE Service Cost
MRC for the affected
PSAP.
A minor failure lasting
longer than 240 hours
shall result in a credit
of 20% of the CPE
Service Cost MRC of
all affected PSAPs.
22.3.4 AVAILABILITY (CLOUD/DATA CENTER)
Definition Measurement Method Objective Rights and Remedies
Availability captures
short duration outages
within a month that
do not trigger other
time to repair SLAs
such as Critical, Major,
and Minor.
The monthly availability
percentage equals the
scheduled uptime per
month less unavailable
time divided by scheduled
uptime per month,
multiplied by 100, on a per
PSAP basis.
Monthly up-time
shall be greater
than 99.999%.
Each occurrence of a
failure to meet this SLA
objective shall result in
a 20% credit of the CPE
Service Cost MRC for
the affected PSAP.
For more than three (3)
months in a row or five
(5) months in any 12
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month period
occurrences of a
failure to meet this SLA
objective shall result in
the PSAP’s ability to
terminate the service
contract with 30
calendar days’ notice,
with no early
termination charges
to Cal OES or the PSAP.
For more than six (6)
months in any 12
month period,
occurrences of a
failure to meet this SLA
objective shall result in
a breach of contract,
with all service in CA
terminated.
22.3.5 OUTAGE NOTIFICATION
Definition Measurement Method Objective Rights and Remedies
Outage is defined as
critical failure of CPE
(as defined in time to
repair critical failure
SLA).
Critical failure with a
duration of thirty (30)
minutes or more.
Notification to
Cal OES of all
outages of thirty
(30) minutes or
more.
$1,000 credit for
failure to notify Cal
OES within thirty (30)
minutes of outage.
Failure to report
continuing after the
initial thirty (30) minutes
will result in an
additional $5,000 per
every fifteen (15)
minute increment. Not
to exceed $25,000 per
outage.
22.3.6 DELETED
22.3.7 SLA REPORTING
Definition Measurement Method Objective Rights and Remedies
Contractors shall
provide SLA
reports for each
Calendar days Contractors shall
deliver accurate
and complete
Each occurrence of a
failure to meet the
objective shall result in
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month of activity
during the term of the
Contract.
reports no more
than 30 calendar
days following the
end of the
applicable
reporting month.
a $1000.00 credit for
each business day that
the report is not
delivered.
22.3.8 SLA REMITTANCE
Definition Measurement Method Objective Rights and Remedies
Timely remittance of
service credits to the
CA 9-1-1 Branch for
missed SLA
objectives.
Billing cycle Credit shall be
applied to invoice
no more than two
billing cycles after
notification by the
CA 9-1-1 Branch of
the SLA to the
vendor.
Each occurrence of an
SLA remedy (credit)
that is not remitted
within two billing cycles
will result in an
additional $5,000.00
remittance for each
billing cycle that the
credit is not issued.
22.3.9 SOFTWARE FIX
Definition Measurement Method Objective Rights and Remedies
Contractor must be
able to roll back to
previous version of
CPE software within 1
calendar day of
discovery when any
update, bug fix,
patch, hot fix, etc.
causes a critical, or
major failure at the
PSAP.
Calendar Days To prevent outages
at the PSAP due to
faulty software
updates.
Contractor to provide
$500 credit or
adjustment for every
day after notification,
until the CPE software is
rolled back.
22.3.10 QUALITY OF SERVICE
Definition Measurement Method Objective Rights and Remedies
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Contractor shall
process and deliver
voice calls with little or
no degradation of
voice quality of the
call from the ingress
demarcation point to
the PSAP, as
measured by a third
party. SLA does not
apply if PNSP or RNSP
is determined to be
the cause of the
audio degradation.
MOS values shall be
measured by a third party to
determine the average MOS
score, unless a problem has
been detected.
At five (5)
minute intervals,
99% of the MOS
measurements
shall exceed 2.6
and 90% shall
exceed 3.8.
For the affected PSAP:
25% credit, or
adjustment of CPE MRC
for single occurrence.
50% credit/or
adjustment of CPE MRC
for second occurrence
within a 60-minute
period. 100% credit/or
adjustment of CPE MRC
for third occurrence
within a 60-minute
period.
22.3.11 PLANNED OUTAGES
Definition Measurement Method Objective Rights and Remedies
All planned outages
shall be communicated
to the CA 9-1-1 Branch
as well as the PSAPs via
written and verbal
notification and
justification.
Notification shall occur no
less than 48 hours prior to
planned outage.
To provide
advanced
warning,
enabling Cal
OES and the
PSAPs time to
prepare.
Lack of 48 hours’ notice
shall result in a one-time
$10,000 credit to Cal
OES.
22.3.12 NON-DELIVERY OF SYSTEM REQUIREMENTS
Definition Measurement Method Objective Rights and Remedies
CPE shall deliver all
functional requirements
as spelled out in this
SOW as well as Exhibit
21. PSAP notification
and subsequent
validation of non-
compliance shall be
penalized by Cal OES.
Any non-functioning
technical requirement, per
RFP technical requirements
checklist.
To ensure all
CPE features
and functions
are delivered to
the PSAP.
Credit or adjustment of
TMRC for 75% of
deployed PSAPs per
month upon discovery
and validation, until
functionality is
delivered and verified
by the CA 9-1-1 Branch.
If functionality is not
delivered within 18
months, Cal OES shall
consider this a breach
of contract. All CPE
services with the
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vendor in CA will be
terminated.
22.3.13 FAILURE TO COLLABORATE
Definition Measurement Method Objective Rights and Remedies
Contractor shall
incorporate, when
required, necessary
Cal OES approved
changes to the
interface or
connection between
NGCS and CPE.
Calendar Days. Interface
changes to CPE shall be
implemented within 6
months of successful
completion of testing in the
Cal OES NG9-1-1 Lab.
To ensure
collaboration and
cooperation
between NGCS
and Contractors,
allowing for NG9-
1-1 evolution over
time.
Failure to comply shall
result in a $500 per day
credit, adjustment to
Cal OES.
22.3.14 ROOT CAUSE ANALYSIS FOR UNPLANNED OUTAGES
Definition Measurement Method Objective Rights and Remedies
Root cause analysis
(RCA) shall be
provided to Cal OES
for all unplanned
outages.
Calendar days
Contractor shall provide
RCA with 30 business
days of any unplanned
outage.
To give Cal OES
visibility into the
NG9-1-1 ecosystem.
Failure to comply will
result in a $500 per day
credit, adjustment to
Cal OES
22.3.15 SYSTEM MONITORING (CLOUD/DATA CENTER)
Definition Measurement Method Objective Rights and Remedies
Contractor shall
deliver all system
monitoring access
24/7/365.
The monthly availability
percentage equals the
scheduled uptime per
month less unavailable
time divided by
scheduled uptime per
month, multiplied by 100.
Scheduled uptime is
based on 24x number of
days in the month. The
monthly availability
percentage shall be
based on the cumulative
total of all outage
durations for each
calendar month.
99.999% availability
of system
monitoring to Cal
OES.
Each occurrence of
a failure to meet this
SLA objective shall
result in a 15% credit
of the Vendor’s total
CPE Service Cost
MRC.
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22.3.16 CUMMULATIVE / MULTIPLE SLA LIMITATIONS
Definition Measurement Method Objective Rights and Remedies
Contractor, shall be
responsible to remit
credits, adjustments,
and SLA reports in the
event a single event
triggers multiple SLAs.
Multiple SLA’s triggered in a
single month by a single
event.
Establish a
maximum SLA
threshold.
In the event multiple
SLA’s are triggered
by a single event in a
single month, the
total cumulative SLA
credit / adjustment
shall not exceed 50%
of the total MRC for
the month
corresponding to the
event, unless a single
SLA violation
identifies a larger
right and remedy.
22.3.17 STANDARDS COMPLIANCE UPDATES
Definition Measurement Method Objective Rights and Remedies
Contractor, shall
update the CPE
solution to comply
with NENA i3
standards, based on
the timeline and
deployment process
as directed by the CA
9-1-1 Branch. For
most, but not
necessarily all
updates, the CA 9-1-1
Branch will direct a
minimum timeline of
six (6) months.
Timeline begins when
directed by the CA 9-1-1
Branch. Measurement will
be in calendar days.
Timely deployment
of CPE upgrades
based on
notification by the
CA 9-1-1 Branch.
Failure to deliver by15
days of the CA 9-1-1
Branch directed
deadline shall result in
50% credit of the
affected month’s
MRC for each
deployed solution.
Failure to deliver by
180 days of the CA 9-
1-1 Branch directed
deadline shall result in
100% credit of the
affected month’s
MRC for each
deployed solution
and a Senior
Executive shall
appear at the 9-1-1
Advisory Board to
report on the vendors
failure to comply.
Failure to deliver by
365 days of the CA 9-
1-1 Branch directed
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deadline shall result in
Contract termination.
22.3.18 I3 COMPATABILITY FOR ON PREMISE CALL HANDLING
Definition Measurement Method Objective Rights and Remedies
Contractor shall
provide CPE solutions
which complies with
NENA i3 standards.
If call handling system is
not NENA i3 compliant,
Contractor will be
provided 180 calendar
days from date of
proposed NG network go-
live to make necessary
updates.
Timely deployment
of CPE updates
based on NG
network go-live.
Failure to deliver by
calendar 180 days of
the CA 9-1-1 Branch
directed deadline
shall result in 100%
credit of the NRC, as
listed on the TD288,
for each deployed
solution and a Senior
Executive shall
appear at the 9-1-1
Advisory Board to
report on the vendors
failure to comply.
Failure to deliver by
365 calendar days of
the CA 9-1-1 Branch
directed deadline
shall result in Contract
termination.
22.4 STOP CLOCK CONDITIONS
The following stop-clock conditions shall apply during the term of this Contract including
any and all extensions. Timeframes are dependent on the length of time the Contractor
takes to restore the service, minus the time associated with events outside of the
Contractor’s control, and approved by the CA 9-1-1 Branch, to prevent punitive
damages from being assessed.
1) Periods when a restoration or testing effort is delayed at the specific request of
the PSAPs with CA 9-1-1 Branch approval. The stop-clock condition shall exist
during the period the Contractor was delayed, provided that reasonable and
documented efforts are made to contact the PSAPs during the applicable stop-
clock period
2) Time after a service has been restored, but the PSAPs is not available to verify
that the service is working
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3) Restoration cannot be achieved because the problem has been isolated to
wiring and/or connectivity that is not maintained by Contractor, or any of its
subsidiaries, subcontractors, or affiliates
4) Trouble caused by a UPS problem outside of the responsibility of the Contractor
5) Lack of building entrance facilities or conduit structure that are the PSAPs
responsibility to provide
6) PSAP access that is restricted as a result of an emergency
7) Site contact refuses access to technician who displays proper identification
8) Any problem or delay caused by a third party not under the control of
Contractor, with CA 9-1-1 Branch approval. Contractor’s affiliates, subsidiaries, or
subcontractors under the control of Contractor are not subject to this stop-clock
provision
NOTE: A PSAPs request to hold a ticket open for observation shall not constitute a stop-
clock condition. The PSAP or technician is required to open a new ticket for
observation.
22.5 REPORTING TROUBLE TICKET LOG
Contractors shall maintain a Trouble Ticket Log that will track the progress and status of
restoration for all SLAs. The Contractor’s Trouble Ticket Log will include the date and
time that each failure was reported, or system alarm of failure whichever occurs first,
each PSAP affected by the failure, the current status of the restoration process and the
date and time that the failure is remedied to the PSAP representative’s satisfaction.
All trouble tickets shall be e-bonded with RNSP and PNSP Contractors.
The Contractor shall provide a dashboard for remote, 24/7/365 access to the CA 9-1-1
Branch, as well as requesting PSAPs, in order to track progress of the restoration of
failures and to validate SLA calculations.
23 INSURANCE REQUIREMENTS
Contractor shall comply with all requirements outlined in the one (1) General
Provisions section and two (2) Contract Insurance Requirements outlined in this
section. No payments will be made under this Contract until Contractor fully complies
with all requirements.
1) General Provisions Applying to All Policies
a) Coverage Term – Coverage needs to be in force for the complete term of
the Contract. If insurance expires during the term of the Contract, a new
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certificate must be received by the State at least 30 days prior to the
expiration of this insurance. Any new insurance must comply with the
original terms of the Contract;
b) Policy Cancellation or Termination & Notice of Non-Renewal – Contractor
is responsible to notify the State within five (5) business days of any
cancellation, non-renewal or material change that affects required
insurance coverage. New certificates of insurance are subject to the
approval of the Department of General Services and the Contractor
agrees no work or services will be performed prior to obtaining such
approval. In the event Contractor fails to keep in effect at all times the
specified insurance coverage, the State may, in addition to any other
remedies it may have, terminate this Contract upon the occurrence of
such event, subject to the provisions of this Contract;
c) Premiums, Assessments and Deductibles – Contractor is responsible for any
premiums, policy assessments, deductibles or self-insured retentions
contained within their insurance program;
d) Primary Clause – Any required insurance contained in this Contract shall
be primary, and not excess or contributory, to any other insurance carried
by the State;
e) Insurance Carrier Required Rating – All insurance companies must carry
an AM Best rating of at least “A–” with a financial category rating of no
lower than VII. If the Contractor is self-insured for a portion or all of its
insurance, review of financial information including a letter of credit may
be required;
f) Endorsements – Any required endorsements requested by the State must
be physically attached to all requested certificates of insurance and not
substituted by referring to such coverage on the certificate of insurance;
g) Inadequate Insurance – Inadequate or lack of insurance does not negate
the Contractor’s obligations under the Contract;
h) Use of Subcontractors - In the case of Contractor’s utilization of
subcontractors to complete the contracted scope of work, Contractor
shall include all subcontractors as insured’s under Contractor’s insurance
or supply evidence of subcontractor’s insurance to the State equal to
policies, coverages, and limits required of Contractor.
i) Contractor may, in its sole discretion, self-insure any of the required
insurance under the same terms as required by this Agreement subject to
approval by the State of California.
2) Contract Insurance Requirements
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Contractor shall display evidence of the following on a certificate of insurance
evidencing the following coverages:
a) Commercial General Liability
Contractor shall obtain, at Contractor’s expense, and keep in effect
during the term of this Contract, Commercial General Liability Insurance
covering bodily injury, and property damage in a form and with
coverages that are satisfactory to the State. This insurance shall include
personal and advertising injury liability, products, completed operations,
and contractual liability coverage for the indemnity provided under this
Contract. Coverage shall be written on an occurrence basis in an
amount not be less than $1,000,000 per occurrence. Annual aggregate
limit shall not be less than $2,000,000. The State of California, its officers,
agents, and employees are to be included as additional insured by
endorsement with respect to liability caused in whole or in part by
Contractor’s work or operations with respect to this Agreement
b) Automobile Liability
Contractor shall maintain motor vehicle liability with limits of not less than
$1,000,000 combined single limit. Such insurance shall cover liability arising
out of a motor vehicle including owned, hired, and non-owned motor
vehicles. The State of California, its officers, agents, and employees are to
be included as additional insured by endorsement with respect to liability
arising out of such accident with respect to this agreement.
c) Workers’ Compensation and Employer’s Liability
Workers’ Compensation insurance as required by the State of California,
with Statutory Limits, and Employer’s Liability Insurance with limit of no less
than $1,000,000 per accident for bodily injury or disease. Policy shall be
endorsed to include a waiver of subrogation in favor of State of California.
d) Technology Professional Liability/Errors and Omissions Insurance
appropriate to the Contractors profession and work hereunder, with limits
not less than $1,000,000 per claim. Coverage shall be sufficiently broad to
respond to the duties and obligations as is undertaken by the Contractor
in this agreement. The policy shall provide coverage for breach response
costs as well as regulatory fines and penalties as well as credit monitoring
expenses with limits sufficient to respond to these obligations.
1. The Policy shall include, or be endorsed to include, property damage
liability coverage for damage to, alteration of, loss of, or destruction of
electronic data and/or information “property” of the State in the care,
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custody, or control of the Contractor. If not covered under the
Contractors liability policy, such “property” coverage may be
endorsed onto the Contractors Cyber Liability Policy as covered
property as follows:
Cyber Liability Coverage in an amount sufficient to cover the full
replacement value of damage to, alteration of, loss of, or destruction
of electronic data and/or information “property” of the State that will
be in the care, custody, or control of Vendor.
3) If Policy is written on a claims-made basis provide the following:
a) The Retroactive Date must be shown, and must be before the date of
the Contract or the beginning of Contract work;
b) Insurance must be maintained and evidence of insurance must be
provided for at least five (5) years after completion of the Contract of
work;
c) If coverage is canceled or non-renewed, and not replaced with
another claims-made policy form with a Retroactive Date prior to the
Contract effective date, the Contractor must purchase “extended
reporting” coverage for a minimum of five (5) years after completion
of work.
4) Other Required Insurance Provisions. Certificate of Insurance must also
contain all of the following provisions:
a) Name and address of the insurance company, the policy number,
and the beginning and ending dates of the policy;
b) Contractor is responsible to notify the State within thirty (30) calendar
days before the effective date of any cancellation, non-renewal, or
material change that affects required insurance coverage. In the
event Contractor fails to keep in effect at all times the specific
insurance coverage, the State may, in addition to any other remedies
it may have, terminate this Contract upon the occurrence of such
event, subject to the provisions of this contract;
c) The Contractor shall submit the certificate of insurance, identifying the
California Governor’s Office of Emergency Services Contract number.
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24 BUDGET DETAIL AND PAYMENT PROVISIONS
1) The Contractor shall be limited to two (2) months of back billing including any
reconciliation effort, on all services and functionality ordered under the
Contract. Invoices presented more than 12 months after the formal
acceptance of the service or functionality will not be considered valid and shall
not be paid;
2) The Contractor shall reconcile incorrect invoices within 30 calendar days from
the date of notification by the CA 9-1-1 Branch of the discrepancy. The CA 9-1-
1 Branch shall suspend all current charges when unresolved disputed items
extend beyond 90 days. Remittance shall resume to include any outstanding
payments, upon resolution;
3) The Contractor shall issue invoices to the CA 9-1-1 Branch for only those
milestone services after system testing and acceptance, as agreed by the CA 9-
1-1 Branch. The NRC and the MRC shall be on separate invoices;
4) The Contractor shall render invoices for total monthly service charges following
the month for which the charges accrue. Monthly service billing shall only be
billed in full month increments after service has been rendered;
5) The Contractor shall provide invoices under this Contract in accordance with
the
CA 9-1-1 Branch Operations Manual. Example: Exhibit A, SOW - Attachment 1
CPE SERVICE INVOICE TEMPLATE;
6) All invoices submitted to the CA 9-1-1 Branch as a result of this Contract will be
billed separately from other charges the Contractor may currently be billing.
Invoices not received in the approved format shall not be processed;
7) Payment for services performed under this Contract shall not exceed the rates
listed in EXHIBIT 22 COST WORKBOOK. It shall be the CA 9-1-1 Branch Advisory
and Compliance Unit Supervisor’s determination as to whether a service has
been successfully completed and is acceptable;
8) Submit electronic invoices with reference to the Contract number to:
Email: CA911Invoicing@caloes.ca.gov
California Governor’s Office of Emergency Services
Public Safety Communications
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Attention: CA 9-1-1 Branch
9-1-1 Reconciliation Unit
601 Sequoia Pacific Blvd., MS9-1-1
Sacramento CA 95811
9) The Contractor shall not assess late fees for any reason;
10) The Contractor costs related to items such as travel or per diem are costs of the
Contractor and will not be paid separately as part of this Contract.
25 BUDGET CONTINGENCY CLAUSE
1) Payment will be made in accordance with, and within the time specified in,
Government Code Chapter 4.5, commencing with Section 927. Payment to
small/micro businesses shall be made in accordance with and within the time
specified in Chapter 4.5, Government Code 927 et seq.
2) It is mutually agreed that if the Budget Act of the current year and/or any
subsequent years covered under this Contract does not appropriate sufficient funds
for the program, this Contract shall be of no further force and effect. In this event,
the CA 9-1-1 Branch shall have no liability to pay any funds whatsoever to the
Contractor or to furnish any other considerations under this Contract and Contractor
shall not be obligated to perform any provisions of this Contract.
3) If funding for any fiscal year is reduced or deleted by the Budget Act for purposes of
this program, the CA 9-1-1 Branch shall have the option to either cancel this
Contract with no liability occurring to the CA 9-1-1 Branch, or offer an amendment
to the Contract to reflect the reduced amount.
26 GENAI
26.1 DEFINITIONS:
For purposes of this Section, the following terms shall be given the meaning shown
below.
26.1.1 Artificial Intelligence (AI): an engineered or machine-based system that varies in
its level of autonomy and that can, for explicit or implicit objectives, infer from the input
it
receives how to generate outputs that can influence physical or virtual environments
(Gov Code §§ 11549.64 & 11546.45.5).
26.1.2 GenAI Training Data: any content, information, or data that is used to train, tune,
test, or validate a GenAI, including text, images, video, audio, code, or similar types of
input.
26.1.3 Generated Data: any output, results, content, or other data that is produced by
GenAI, including but not limited to text, images, video, audio, code, or similar types of
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output.
26.1.4 Generative AI (GenAI): an AI system that can generate derived synthetic
content, including text, images, video, and audio, that emulates the structure and
characteristics of the system’s GenAI Training Data (Gov Code §11549.64).
26.1.5 Hallucination: Generated Data that is nonsensical, false, or misleading, and is not
based on real or existing data, but is instead produced by bias or the GenAI’s
extrapolation or creative interpretation of its Gen AI Training Data.
26.1.6 Materially Impacts: shall have the same meaning set forth in State Administrative
Manual (SAM) 4986.2.
26.1.7 Prompt: any written, spoken, or rendered information provided as a query,
command, or other form of input, to any GenAI in connection with this Contract. For
avoidance of doubt, Prompt includes any input automatically detected or created by
the GenAI, as well as any derivate works of a Prompt or collection of Prompts.
26.2 GENAI DISCLOSURE OBLIGATIONS:
26.2.1 Disclosure Obligations:
(a) Contractor must immediately notify the State in writing if it: (1) intends to provide
GenAI as a Deliverable to the State; or (2) intends to utilize GenAI, including GenAI from
third parties, to complete all or a portion of any Deliverable that materially impacts: (i)
functionality of the System, (ii) risk to the State, or (iii) Contract performance. For
avoidance of doubt, the term “materially impacts” shall have the same meaning set
forth in State Administrative Manual (SAM) § 4986.2 Definitions for GenAI.
(b) Such notification shall be provided to the State designee identified in this Contract.
(c) At the direction of the State, Contractor shall discontinue the provision to the State
of any previously unreported GenAI that results in a material impact to the functionality
of the System, risk to the State, or Contract performance, as determined by the State.
(d) If the use of previously undisclosed GenAI is approved by the State, then Contractor
will update the Deliverable description, and the Parties will amend the Contract
accordingly, which may include incorporating the GenAI Special Provisions into the
Contract, at no additional cost to the State.
26.2.2 Failure to Disclose or Discontinue GenAI Use: The State, at its sole discretion, may
consider Contractor’s failure to disclose or discontinue the provision or use of GenAI as
described above, to constitute a material breach of Contract when such failure results
in a material impact to functionality of the System, risk to the State, or Contract
performance. The State is entitled to seek any and all remedies available to it under law
as a result of such breach, including but not limited to termination of the contract, for
default pursuant to Section 17.
26.3 CONTRACTOR’S OBLIGATIONS FOR RESPONSIBLE USE:
26.3.1 Contractor shall ensure that it has obtained all necessary consents, permissions,
and licenses from data subjects and third parties to use the GenAI for this Contract.
Subject to Section 21, Contractor represents and warrants, it has the appropriate U.S.
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Intellectual Property Rights associated with any GenAI used in the Deliverables
provided under the Contract.
26.3.2 Contractor shall ensure that the GenAI included, or made available as part of
the Deliverables is equitable, non-discriminatory, and reasonably well-designed to
avoid harmful, offensive, dangerous, and unlawful impact. (Government
Code11549.63. Contractor shall be liable for any Hallucination produced by the GenAI
that has an adverse impact on Generated Data or a Deliverable.
26.3.3 Contractor shall comply with all applicable laws and regulations, including as set
forth in Section 7 above and these General Provisions in relation to the provision or use
of any GenAI in the Deliverables.
26.4 GENAI TRAINING DATA OWNERSHIP:
Except as otherwise agreed to by the Parties, Contractor shall retain all ownership and
intellectual property rights in the GenAI Training Data it provides.
26.5 RIGHTS TO STATE GENERATED DATA:
In addition to Government Purpose Rights set forth in Section 9, the Parties agree that
Generated Data created from a State provided Prompt is not a derivative work of the
GenAI Training Data. Notwithstanding the preceding sentence, in the event a court of
competent jurisdiction determines that Generated Data created from a State-provided
Prompt constitutes a derivative work of the GenAI Training Data, Contractor agrees to
grant the State an unlimited, irrevocable, worldwide, perpetual, royalty-free, non-
exclusive right, and license to use, modify, reproduce, perform, release, display, create
derivative works from, and disclose the Generated Data for any State Government
Purpose Rights.
26.6 CONTRACTOR’S USE OF STATE DATA:
Contractor shall not incorporate any Non-Public State Data into GenAI Training Data
and shall not otherwise utilize Non-Public State Data to train, tune, maintain, improve, or
develop GenAI, except with the express written authorization from the State specifying
the Non-Public State Data that may be used along with the acceptable scope of such
usage.
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SOW - ATTACHMENT 1: CPE SERVICE INVOICE SAMPLE TEMPLATE
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SOW - ATTACHMENT 1A: CPE SERVICE INVOICE TEMPLATE INSTRUCTIONS
1. VENDOR: Name, Vendor Remittance Address, and Direct contact number for
inquires on this account
2. DATE: Invoice issue date
3. CONTRACT/TRACKING NO: Contract number (Ref. TDe-288) and state tracking
number ‘mandatory’ (Ref. TDe-288)
4. ACCOUNT NUMBER: Vendor account number identifier
5. INVOICE NO: Vendor invoice number identifier
6. INVOICE TO:
Email: CA911Invoicing@caloes.ca.gov
Cal OES, CA 9-1-1 Branch
601 Sequoia Pacific Blvd, MS-911
Sacramento, CA 95811-0231
7. SHIP TO (1ST LINE): County Code, PSAP Number, Service Number, Vendor
Abbreviation
8. SHIP TO: PSAP location address of delivery service
9. SYSTEM ACCEPTANCE DATE: the date installation is complete and confirmed
accepted
10. PSAP LOCATION NAME: PSAP Name referenced by State
11. SERVICE TYPE: Category name Funding Request
12. SERVICE PERIOD: date & month through date & month (ex: 01 JULY-31 JULY)
13. EQUIPMENT: One time Equipment total charge
14. LABOR: One time Labor total charge
15. OTHERS: Input One Time total charges name beyond Equipment, Labor,
Maintenance
16. TAXES/SURCHARGES: One-time total charge for Taxes/Surcharges
17. NEW CHARGES: Total invoice charges to paid for current invoice
18. $_____MONTHLY: Monthly amount for invoice when maintenance starts
19. TERMS: the current invoice cycle of the total cycle for maintenance
20. EFFECTIVE ____ TO EXPIRED ______: Date maintenance starts and date
maintenance ends
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21. TOTAL OF APPROVED TD 288: Total amount the TD 288 has approved
22. DESCRIPTION: detailed description of service including identifier ID relation
23. QUANTITY: Unit of measure/ # of services
24. UNIT PRICE: U.S. dollar amount per quantity
25. LINE TOTAL: Per Specific Service total amount
26. TOTAL: New Current Charges for this invoice
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SOW - ATTACHMENT 2 - PSAP LIST
California Statewide Statistics and PSAP Location Information
Upon request, the Contractor shall be provided with the most current PSAP list by Cal OES.
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SOW - ATTACHMENT 3 – SAMPLE SOW TEMPLATE
This document is a template that will serve as a starting point to develop the SOW that
will be submitted to the PSAP to support ordering CPE.
A. Cover Page (should include the following)
1. Contractor Name
2. PSAP Name
3. Project name
4. Table of Contents
5. Include all of the major categories and subcategories
B. Body
1. Overview
a. An overall statement about the purpose of the SOW and scope of the project
b. A list of all equipment, including quantities, individual prices for hardware,
and evergreen service monthly costs
c. A description of the equipment that is to be provided by the PSAP
d. Specific equipment that will not be provided by the Contractor to ensure that
the PSAP and the State understand what has been specifically excluded from
the project
e. Any other general issues.
2. Design
a. System overview including a description of the equipment and services
provided. This includes but is not limited to network configuration and
interfaces, gateways, UPS, logging recorders, interfaces to other equipment
and any other pertinent system elements
b. Description of the network elements to be connected to the system including
NG9-1-1 trunks, administration lines, ring-down lines, direct connects, remote
maintenance lines, contact closures, and any other network connections
that will be configured in the system
c. Integration Requirements to other equipment such as CAD, radio, and time
syncing equipment;
3. Change Requests
a. Change orders will be allowed upon approval from both the PSAP and the
CA 9-1-1 Branch. Include a copy of vendor change order form.
4. Acceptance Testing
a. An Acceptance Test Plan with a clear description of the acceptance testing
process that is consistent with the Contract Requirements including the
System Acceptance Checklist (Checklist form will be made available in the
Chapter III Funding Manual)
b. A description of how MACs are handled once Acceptance has been signed
off by the authorized PSAP representative.
5. Names of Responsible Parties and Contact Information
a. Names and contact information of all the responsible parties from the
Contractor, PSAP, and the CA 9-1-1 Branch.
6. Responsibilities
a. Contractor responsibilities
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b. PSAP responsibilities
c. CA 9-1-1 Branch responsibilities.
7. PSAP admin/business line profile that will be integrated into the CPE, as well as
9-1-1 bandwidth (NG 9-1-1 Trunk).
8. Installation Schedule
a. List of key dates beginning with the estimated funding approval date from
the CA 9-1-1 Branch. Revised schedule from the Contractor will be required
once TD-288 is issued.
b. Include site readiness date, installation date, system in-service date,
anticipated PSAP acceptance date and any other dates pertinent to the
success of the project.
9. Evergreen Service Provisions
a. Acknowledgement of the terms of the evergreen service provisions of the
Contract.
10. Evergreen Plan
a. Remote maintenance/update processes
b. Response times for critical, major, and minor outages
c. 24/7 contact numbers to report trouble
11. Training Plan:
a. A description of the training that will be provided to the PSAP personnel
b. List of the user manuals/websites that will be provided by the Contractor;
c. List of the technical service manuals/websites that will be provided by the
Contractor.
12. SOW Approval
a. A sign-off page for the authorized PSAP representative to approve the
content of the SOW.
13. Appendices
a. Site Certification Document: The document that describes the building and
environmental changes that the PSAP must make to accommodate the new
or updated system
b. Floor Plan: Diagrams of the room where the workstations will be deployed,
and the NG9-1-1 trunk point of ingress at the PSAP
c. Pricing and Terms: A copy of the detailed quote from the Contractor for the
project that includes quantities, and monthly evergreen costs
d. Forms: Samples of the forms that will be used for the project such as change
request forms, issue communications forms and any other applicable forms
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SOW - ATTACHMENT 4 – CONTRACTOR’S LICENSE INFORMATION
(Installation Services Only)
The Contractor shall obtain, at their own expense, all license(s) and permit(s) required
by law for accomplishing any work required in connection with this Contract. The
Contractor shall complete the applicable Contractor’s license information below in
accordance with the Contractor’s State License Board, Department of Consumer
Affairs. At a minimum, a California C-7 license is required prior to commencement of
work which may include the installation of cable and wiring and electrical modification.
Contractors or subcontractors performing cable and/or wiring installation work or
structural modifications are required to have the appropriate State Contractor’s
license. The license must be in the name of the company or the name of the
“qualifying individual” of the company. It is the Contractor’s responsibility to ensure
that the Contractor and/or Subcontractor maintain a current CA C-7 license during the
term of the Contract and may be verified by the State at any time. The Contractor
may not perform any work at or with a PSAP without valid license.
CONTRACTOR:
Class _________________________________ License No: __________________
Licensee: _________________________________ Expiration Date: ___________________
Class _________________________________ License No: ___________________
Licensee: _________________________________ Expiration Date: ___________________
Note: Contractor (Firm’s Name or a Responsible Managing Employee) must be licensed
in addition to all subcontractor(s) performing under this Contract.
SUBCONTRACTOR 1
Class _________________________________ License No: _________________
Licensee: _________________________________ Expiration Date: ___________________
Relationship of Licensee to Contractor:
_______________________________________________
SUBCONTRACTOR 2
Class _________________________________ License No: __________________
Licensee: _________________________________ Expiration Date: ___________________
Relationship of Licensee to Contractor: ______________________________________________
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SOW – ATTACHMENT 5 – PROJECT MILESTONE REPORT
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Disclaimer: The original version and any subsequent addendums of the RFP released by the Procurement Official,
remain the official version. In the event of any inconsistency between the Bidder’s versions, articles, attachments,
specifications or provisions which constitute the Contract, the official State version of the RFP in its entirety shall take
precedence.
Issued by:
STATE OF CALIFORNIA
California Governor's Office of Emergency Services
EXHIBIT 21, TECHNICAL REQUIREMENTS
CA Next Generation 9-1-1 - Call Processing Equipment
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State of California
CA Governor's Office of Emergency Services EXHIBIT 21
Technical Requirements
RFP 6104-2019
CA NG9-1-1 CPE Services
CA NG9-1-1 CPE Services Instructions
Bidders shall submit their narrative response to describe how the Technical Requirements in the
21.0-Technical Requirements Tab are met per the instructions in RFP Part 1, Technical
Requirements instructions and submission requirements.
Bidder shall submit their narrative response in the form provided in SOW Exhibit 20 - Technical
Requirement Response Template. The Bidder is responsible to ensure their response for each
narrative requirement in 21.0 is no more than two (2) pages.
Bidder may submit no more than two (2) pages of diagrams to support each narrative response.
The diagrams shall be a visual representation of the narrative response and will be limited to no
more than 100 words per diagram, which will include diagram labels.
Any typed information that goes beyond the 2nd page of the SOW Exhibit 20 - Technical
Requirement Response Template will not be considered as a part of this evaluation.
Bidder shall provide response, Yes "Y" or No "N", to the 'CPE Service Provider Agreement' on each
tab, including the 21.0-Narrative Requirements.
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State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Narrative Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.0 Narrative Requirements
Requirement
Contractor must provide a written narrative for the requirements
noted in Exhibit 21.0 and include with its Final Bid Submission in
accordance with Section 6, Proposal/Bid Format and Submission
Requirements
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
Interface Requirements
21.0.1
Describe how the CPE shall interface with the peripheral analog
and digital equipment configurations already in place at all
PSAPs. The description shall include the interface to CAD, radio,
and logging recorder.
Yes
21.0.2
Describe how CPE shall interface with phone system requirements
for any PSAPs that have administrative telephone lines/ring down
lines/business lines, PRI with caller ID, intercom, paging, local
control circuits, PBX (IP or legacy), and Centrex with caller ID
configured within the CPE at their PSAP. Description shall include
how lines terminating on the CPE will be configured in a cloud CPE
solution.
Yes
21.0.3
Describe how the CPE shall support a direct interface to the
NG911 network in California. Description shall include how CPE
solution will interface to the PNSP and RNSP in a NENA i3 compliant
format and how the connections will be redundant and
geographically diverse.
Yes
21.0.4
Describe the key success factors for CPE deployment, to include
the initial deployment of the data center or native cloud solution
interface with PNSP and RNSP. The description must include
challenges and mitigation strategies that may impact the project's
critical path.
Yes
Functionality Requirements
21.0.5
Describe how the CPE shall support long term recording as
required by 21.2.4 and 21.2.5 of all circuits and positions at the
data center or in the cloud solution. Describe how this will be
accomplished via NENA i3 compliant SIP recording (SIPREC).
Yes
21.0.6
Describe how the CPE shall be configured to avoid all single points
of failure within the system and to ensure 99.999% availability.
Description shall include integration of IP phone sets per 21.2.16
Yes
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State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Narrative Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.0.7
Describe how the system shall scale to meet expected demand
over time, without limitation of any physical onsite hardware,
human intervention, or system resources during disasters or high
demand events while maintaining 99.999% availability for PSAPs
deployed on your platform. Description shall include the
maximum call volume the solution will support and how the
proposed solution is scalable. Description shall include the role
licensing agreements have in scalability, if applicable.
Yes
21.0.8 Describe how system failures within an active operational
component shall result in no loss of service or capability.Yes
21.0.9
Describe how CPE shall deliver and display secure NG9-1-1 traffic
from RNSP and PNSP. Answer shall include accurate location
information as well as supplemental data (Z axis coordinates, IoT
streams, and video).
Yes
21.0.10
Describe CPE Automatic Call Distribution (ACD) functionality at the
PSAP. Describe how ACD supports NENA i3 call flow. Describe
how ACD functions in conjunction with policy based routing.
Yes
System Monitoring Requirements
21.0.11
Describe how the CPE solution shall maintain trouble ticket e-
bonding with RNSP and PNSP using standardized API developed
by PNSP. Description shall include the integration of system
monitoring with the data delivered from each RNSP and the PNSP.
Description shall include how CPE solution mitigates accountability
discrepancies between PNSP, RNSP, and CPE vendor.
Yes
21.0.12
Describe how the system monitoring dashboard will display and
report the health of the CPE solution. Description shall include how
the dashboard will monitor the health of CPE solution and any
PSAP equipment to ensure that SLAs are being met.
Yes
21.0.13
Describe CPE dashboard and how it provides near real time CPE
outage monitoring and reporting to support the description
provided in 21.0.12. Description shall include a definition of near
real time. Description shall also include how CA 9-1-1 Branch will
access the dashboard monitor, this shall include statistical data,
printable reports, and outage notifications with duration.
Yes
Technology Requirements
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State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Narrative Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.0.14
Describe if the CPE will be deployed as a cloud native or data
center solution. The description shall include how the solution will
utilize a geographically diverse, interconnected, redundant, and
survivable platform within CONUS. The description shall include
how the CPE will be dedicated to California with capability that
provides 99.999% availability.
Yes
21.0.15
Describe how all updates, fixes, upgrades, patches, etc. shall be
executed in the cloud or data centers and pushed out to each
PSAP in a manner consistent with evergreen support. Description
shall include how your solution will roll back to previous versions if
updates or changes cause unintended failures or performance
problems at any PSAP.
Yes
21.0.16
Describe how CPE will allow two-way communication with the 9-1-
1 caller's device for push/pull notification. This includes PSAP video
initiation and text from 9-1-1.
Yes
21.0.17
Describe how CPE will utilize an open standards methodology
where ever possible. Description shall include how proprietary
standards and or protocols are minimized within the proposed
CPE system and shall address any limitations that may result from
those proprietary components. Finally, where systems utilize
customized solutions, the description shall identify the standard or
protocol substituted and provide a descriptive narrative with
regard to meeting NENA i3 standards.
Yes
21.0.18
Bidder shall describe what happens to an active call when one
side of system call handling (i.e. Data Center A) or a cloud
instance goes offline. Bidder shall explain where the call
reappears. Bidder shall also decribe what happens when an
active call in ACD queue needs to route to another PSAP. Bidder
shall include network diagrams.
Yes
21.0.19
Bidder to describe how their solution and leadership is flexible to
accommodate minor variations in functionality or PSAP needs that
demonstrates a commitment to transparency within bidder's
Exhibit 22 MRCs. For example: NENA updates the i3 specification
for EIDO or requirement to comply with PSAP (Public Safety
Answering Point) Credentialing Agency (PCA).
Yes
Page 217 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG 9-1-1 CPE Services
21.1 CPE Interface Requirements
Requirement
Mandatory CPE Interface Requirements
The requirements are organized into General Requirements and
then more specific requirements for each deployment method.
CPE Service
Provider
Agrees to
meet the
Requirement
YES/NO
21.1.1 CPE shall include a Graphical User Interface (GUI) that allows
PSAP and/or call taker to personalize the CPE screen layout. Yes
21.1.2
CPE shall utilize the standardized API developed by the PNSP and
the CA 9-1-1 Branch for all interfaces to deliver 9-1-1 traffic to the
CPE.
Yes
21.1.3
CPE shall support a NENA i3 compliant interface to the existing
CAD system in operation at the PSAP. All non-i3 ready CAD
systems require interface providing serial ALI spill functionality
Yes
21.1.4
CPE shall connect to analog or digital audio interface devices at
the PSAP to support consistent audio levels from radio and CPE for
the call taker.
Yes
21.1.5
CPE shall interface with PSAP phone system. This includes
administrative telephone lines, ring down lines, business lines, PRI
with caller ID, intercom, paging, local control circuits, PBX (IP or
legacy), or Centrex, etc. with caller ID configured within the CPE
at their PSAP.
Yes
21.1.6
CPE shall support the interface developed by PNSP and RNSP as
directed by the CA 9-1-1 Branch for delivery of all 9-1-1 traffic
and must support the NENA i3 standard.
Yes
21.1.7
CPE shall interface with CA 9-1-1 Branch's call data record
solution via NENA i3 logging standard, or the CA 9-1-1 Branch
defined XML standard.
Yes
21.1.8
CPE shall ingest and display the CA 9-1-1 Branch statewide GIS
data layers, or shape files, and shall provide an interface at the
PSAPs request. CA 9-1-1 Branch shall provide database for
updated GIS files in a NENA i3 compliant format via secure file or
secure web interface.
Yes
Page 218 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG 9-1-1 CPE Services
21.1.9
CPE interface shall comply with NENA i3 standard for the delivery
of callback and location information to CAD, mapping
applications, and voice recorders.
Yes
21.1.10 CPE shall utilize CA 9-1-1 Branch provided NG9-1-1 trunk for the
transport of any 9-1-1 traffic Yes
21.1.11 CPE shall interface with the peripheral equipment configurations
already in place at all PSAPs: GIS, radio, logging recorder, etc.Yes
21.1.12 CPE shall provide a SIPREC compliant interface for on site logging
recorder at the PSAP.Yes
21.1.13
CPE shall interface with the State PSAP Credentialing Agency
(PCA), the top-level certificate authority for NG9-1-1 in California,
which is administered by the CA 9-1-1 Branch and is implemented
by the PNSP.
Yes
21.1.14 CPE shall display caller ID from any non 9-1-1 line if provided by
the originating service provider.Yes
21.1.15
CPE shall develop a Basic API that aligns to cost workbook element
22.3.5 at the request of the PSAP with direction from Cal OES to support
a one time 1-3 month API development outside of NENA i3 and SOW
requirements. Cal OES will be the sole arbiter to determine if the API
needed is basic, intermediate, or complex.
Yes
21.1.16
CPE shall develop an intermediate API that aligns to cost workbook
element 22.3.6 at the request of the PSAP with direction from Cal OES to
support a one time 3-6 month API development outside of NENA i3 and
SOW requirements. Cal OES will be the sole arbiter to determine if the
API needed is basic, intermediate, or complex.
Yes
21.1.17
CPE shall develop a Complex API that aligns to cost workbook element
22.3.7 at the request of the PSAP with direction from Cal OES to support
a one time 6-9 month API development outside of NENA i3 and SOW
requirements. Cal OES will be the sole arbiter to determine if the API
needed is basic, intermediate, or complex.
Yes
Yes21.1.18
CPE shall interface with legacy Centralized Automated Message
Accounting (CAMA) trunks at PSAP. The Interface shall convert CAMA
into an IP based signaling transmitted over a NG 9-1-1 trunk that can be
processed in the Cloud by the CPE solution.
Page 219 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG 9-1-1 CPE Services
Yes
Yes
Yes
Yes
Yes
21.1.21
CPE shall be tested and validated for CAMA interface at the CA 9-1-1
Branch NG9-1-1 Lab prior to installation at a PSAP. Testing will be
conducted by the Contractor in conjunction with the CA 9-1-1 Branch.
Lab test results shall be provided to the CA 9-1-1 Branch upon request.
The CA 9-1-1 Branch shall be the owner of all reports.
21.1.22 CPE CAMA interface shall be installed within 60 days of notification the
CA 9-1-1 Branch.
21.1.23 CPE CAMA interface shall be removed within 60 days of notification the
CA 9-1-1 Branch.
21.1.19 CPE shall interface with CAMA and NG 9-1-1 trunk simultaneously.
21.1.20 When directed by CA 9-1-1 Branch, CPE shall interface with CAMA, and
NG 9-1-1 trunk simultaneously.
Page 220 of 444
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.2 CPE Functionality Requirements
Requirement
Mandatory CPE Functionality Requirements
The requirements are organized into General Requirements and
then more specific requirements for each deployment method.
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
21.2.1
CPE shall generate NENA i3 Call Detail Record (CDR)
automatically, and store all available information pertaining to all
9-1-1 traffic, on a server that allows access by or connectivity for
state-wide reporting purposes.
Yes
21.2.2
CPE shall provide automatic call distribution (ACD), configurable
by the PSAP. ACD functionality shall support interactive voice
response (IVR)
Yes
21.2.3
CPE shall require users to manually log-on with a
username/password combination. Two factor authentication must
be provided as an option at no additional cost. Password
parameters shall be flexible to meet PSAP needs. CA 9-1-1 Branch
will validate two factor authentication method. PSAP shall have
administrative rights controlling all account credentialing.
Yes
21.2.4
CPE shall include audio, text, and video logging recording at the
data center or in the cloud. Recording shall include separate
recordings for operator and caller. Shall include active recording
methodology of all circuits and positions via NENA i3 compliant
SIPREC.
Yes
21.2.5
CPE shall provide end-to-end encryption for all recordings,
including voice, text, and video. Access to all recordings shall be
controlled by the PSAP that owns the recording.
Yes
21.2.6 CPE shall display live streamed video from IoT, caller, or
supplemental data source. Yes
21.2.7
CPE shall allow the call-taker to initiate the viewing of video via a
process initiated and controlled by the PSAP. Video should start
recording immediately during transmission, but the call-taker
should not be required to initiate viewing in order for the recording
to begin.
Yes
21.2.8 CPE shall allow the call-taker to stop viewing the video even while
the video is still recording Yes
21.2.9
CPE shall allow call taker to send video to any PSAP authorized first
responder or recipient outside of dispatch with a device that can
play video
Yes
21.2.10
CPE short term video storage shall be configurable by the PSAP.
Video shall be locked so that it can only be viewed by authorized
users. Additionally, meta data shall be made readily available to
the PSAP in order to see a list of all viewers of any video.
Yes
Page 221 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.2.11
CPE shall store all audio and video recordings in the cloud or at
data center. Storage term shall be configurable by the PSAP for
up to 180 days. System shall allow PSAP to auto-download data at
PSAP defined intervals or as one time downloads. CPE shall also
provide downloadable access and interface to the PSAP for local
storage.
Yes
21.2.12 CPE solution shall not cap the amount of storage needed to
support 21.2.11 Yes
21.2.13
CPE shall support instant recall recorder (IRR) play back of the
recording of any call from an assigned workstation. The IRR shall
interface with the existing operating environment within the PSAPs.
Yes
21.2.14
CPE system shall provide the PSAP with configurable recording
retention for IRR. System shall provide a minimum of 8 hours of talk
time.
Yes
21.2.15 CPE shall deliver caller ID during a transfer from a 9-1-1 line to any
non-9-1-1 line.Yes
21.2.16 CPE system shall provide IP phone set(s), if requested by PSAP Yes
21.2.17
CPE shall allow for a visual display of the caller's telephone
number and it shall be viewable at the workstation. At minimum,
the display needs to meet the NENA i3 compliant standards for
ANI display and all future NENA i3 standards at no additional cost.
Yes
21.2.18 CPE shall accept, display, and send text-to-911 translation,
including languages with non-English characters.Yes
21.2.19 CPE shall support the current operational needs of the PSAP as
identified in the NENA i3 standard and the SOW.Yes
21.2.20 Any CPE system failure within an active operational component
shall result in no loss of service or capability.Yes
21.2.21 CPE shall deliver location information to CAD and mapping
applications via an IP connection and/or serial connection.Yes
21.2.22 CPE shall have adjustable audio volume control at the individual
workstation.Yes
21.2.23
CPE shall ingress secure emergency voice, text, and video
messaging directly from the PNSP and RNSP, including the delivery
of accurate emergency calling party location information for all 9-
1-1 traffic.
Yes
21.2.24 CPE shall display the CA 9-1-1 Branch statewide alert and warning
system. Yes
21.2.25 CPE shall provide abandoned call detail Yes
21.2.26
CPE shall incorporate time synchronization. Shall sync up with both
the RNSP and PNSP as well as the PSAP with a stratum 0 clock in
UTC format.
Yes
21.2.27
CPE shall define a list of phone numbers that can be entered into
the solution and be routed to a specific position or login credential
to support local 9-1-1 system testing.
Yes
Page 222 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.2.28 CPE shall provide one-button callback. Yes
21.2.29 CPE shall provide complete call progress detection including but
not limited to idle, ringing, dial tone, ringback, and busy.Yes
21.2.30 CPE shall provide configurable outbound caller-ID and outbound
text-ID to the PSAP.Yes
21.2.31 CPE shall provide automated abandoned call-back and text-
back Yes
21.2.32
CPE shall have one button transfer capability to other PSAPs,
configurable upon request. All transfers must occur across NG9-1-1
trunks, with location information. CPE shall transfer 9-1-1 calls to all
CA PSAPs, off-net PSAPs, as well as to other states in the US.
Yes
21.2.33
CPE shall provide local conferencing consisting of six (6) or more
internal and/or external parties (including originator). The system’s
conferencing functionality shall allow the conference call to
continue when the originating calling party disconnects.
Yes
21.2.34 CPE shall provide distinct audible ringing options Yes
21.2.35
CPE shall provide speed dial functionality for both hold
conference and no-hold conference for 9-1-1 calls as well as non-
emergency calls
Yes
21.2.36 CPE shall allow call taker muting capability during conference or
transfer Yes
21.2.37 CPE shall support TDD/TTY functionality until no longer required by
the FCC and upon the direction of the CA 9-1-1 Branch.Yes
21.2.38
Contractor to provide an on-line reference manual, users manual,
help guide, live chat, or similar feature to PSAP. All reference
materials must be continually updated to reflect CPE system
updates and new functionality.
Yes
21.2.39 Call taker screen layout shall be automatically locked when the
user logs in as ready.Yes
21.2.40
A designated user shall have the ability to restore to last saved
screen layout as well as default screen layout while making
modifications.
Yes
21.2.41 CPE shall display the information of at least the last 10 calls
released at the answering workstation, configurable by the PSAP Yes
21.2.42 CPE shall provide the user with call holding as well as call parking
(exclusive/non-exclusive hold) capability Yes
21.2.43
Users with appropriate system permissions shall have the ability to
silently listen to another user's telephone conversation from their
workstation. Such action shall not cause any audio or visual
disturbance at the monitored answering station.
Yes
Page 223 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.2.44 CPE shall provide supervisors or authorized users the ability to
barge into an existing call with one click functionality Yes
21.2.45
Users with appropriate system permissions shall have the ability to
temporarily remove themselves from a ring group (call queue) in
order to conclude a previous call or perform another task such as
radio dispatch, while remaining logged on.
Yes
21.2.46 CPE shall enable two-way communication with the 9-1-1 caller's
device for push/pull notifications and text from 9-1-1.Yes
21.2.47
CPE shall present historical details linked to the calling number. This
feature shall accommodate information that call-takers have
saved from previous calls, but should also include system
generated (machine learned) information.
Yes
21.2.48 CPE shall ingest and display any third party or State provided data
via API within 6 months of notification from the CA 9-1-1 Branch.Yes
21.2.49
Browser based CPE shall work on a CA 9-1-1 Branch approved
web browser based on system performance and security
requirements.
Yes
21.2.50 Non-Browser based CPE shall accessed through an application
that can operate on any standard PC.Yes
21.2.51 CPE shall ingress, display, and send Real Time Text (RTT) Yes
21.2.52
CPE shall provide role based/skillset based profiling for call takers,
and the ability to change roles without requiring logout and sign
in.
Yes
21.2.53 CPE shall provide call taker the ability to flag, create, and send
out mis-routed 9-1-1 call reports electronically Yes
21.2.54 CPE shall support maximum 10 second system operation start-up
from the time user ID and password are entered.Yes
21.2.55
CPE shall provide MIS functionality and shall provide call taker
details. CPE shall provide remote access to PSAP defined MIS
metrics.
Yes
21.2.56
CPE shall interface with a universal log in service at PSAP if
available. Universal log in shall apply across CAD or other
platforms as specified by the PSAP, and support where available.
Yes
21.2.57
CPE shall provide status indication ("ready/not ready/wrap up") at
the workstation level, number of status states to be configurable
by PSAP.
Yes
21.2.58 CPE shall allow PSAP personnel to play back a pre-recorded PSAP
message during the 9-1-1 call Yes
21.2.59 CPE shall provide a visual indication to the call taker when 9-1-1
traffic is delivered via a policy based route.Yes
21.2.60 CPE bidder shall provide reader boards to PSAPs upon request. Yes
Page 224 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.2.61 CPE solution shall provide an integrated mapping application Yes
Page 225 of 444
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.3 CPE System Monitoring Requirements
Requirement
Mandatory CPE System Monitoring Requirements
The requirements are organized into General Requirements and
then more specific requirements for each deployment method.
CPE Service
Provider
Agrees to
meet the
Requirement
YES/NO
21.3.1 CPE shall provide near real-time performance data, to be
monitored by CA 9-1-1 Branch as well as PSAPs upon request.Yes
21.3.2
Performance data shall include documented Mean Time
Between Failure (MTBF) or Mean Time To Repair (MTTR) that may
impact the availability of the system to deliver traffic
Yes
21.3.3 Technical Service Bulletin (TSB) shall be provided to CA 9-1-1
Branch and PSAP for any update, patch, or bug fix.Yes
21.3.4
Contractor shall establish a network operation center (NOC) that
includes but is not limited to alarming, reporting, monitoring,
managing, and supporting CPE on a 24/7/365 basis, down to the
workstation level.
Yes
21.3.5 Contractor shall provide trouble ticket log that is visible to CA 9-1-
1 Branch, originating PSAP, RNSP, and PNSP 24/7/365 Yes
21.3.6 CPE shall support trouble ticket ebonding with RNSP and PNSP,
and shall maintain trouble ticket ebonding Yes
21.3.7
The CPE solution shall provide a dashboard to display and report
the health of the CPE solution. The dashboard will monitor the
health of the CPE solution and any PSAP equipment to ensure
that SLAs are being met. Monitoring shall be real time or near real
time.
Yes
21.3.8
CPE shall be subject to CA 9-1-1 Branch approved or contracted
third party verification to ensure cloud/data center space and
resources have been properly dedicated to California and meet
physical and cyber security requirements.
Yes
Page 226 of 444
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CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.3.9 Contractor shall notify the CA 9-1-1 Branch when any stop-clock
condition exists, within 60 minutes of stop-clock discovery.Yes
Page 227 of 444
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.4 CPE Technology Requirements
Requirement
Mandatory CPE Technology Requirements
The requirements are organized into General Requirements
and then more specific requirements for each deployment
method.
CPE Service
Provider Agrees
to meet the
Requirement
YES/NO
21.4.1
CPE shall be deployed as a geographically diverse
interconnected platform, housed within a minimum of two Tier
3 or better data centers or as a native cloud solution within
CONUS, and as a dedicated single tenant to California with
demonstrated capability that provides 99.999% availability.
Yes
21.4.2
Any data center or cloud instance that is used to house the
CPE shall be designed in a redundant, survivable manner and
have multiple geographically diverse connections to the
PNSP/RNSP.
Yes
21.4.3 CPE shall be IP-based and shall fully comply with current and
future NENA i3 standards for NG911.Yes
21.4.4
CPE shall utilize end-to-end IP connectivity (NG9-1-1 trunk),
procured by CA 9-1-1 Branch from the PNSP/RNSP with a
minimum of two diverse connections to each POI and data
center.
Yes
21.4.5
CPE shall interface with PNSP/RNSP at a minimum of two (2)
logically and physically diverse locations and support 99.999%
availability
Yes
21.4.6
CPE shall be verified through testing at the CA 9-1-1 Branch
NG9-1-1 Lab prior to issuing SOW to the PSAP for CPE purchase.
Testing will be conducted by the Contractor in conjunction
with the CA 9-1-1 Branch. Lab test results shall be provided to
the CA 9-1-1 Branch upon request. The CA 9-1-1 Branch shall
be the owner of all reports.
Yes
21.4.7
All updates, fixes, upgrades, patches, etc. shall be executed in
the cloud/data centers and pushed out to each PSAP in a
manner consistent with traditional cloud-based evergreen
software support.
Yes
21.4.8
All updates, fixes, upgrades, patches, etc. shall be deployed in
the cloud/data center, ensuring that 100% of the PSAPs are
operating on the same cloud/data center software and
firmware version. Maximum 15 day soak period for first
customer application.
Yes
Page 228 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.4.9
All updates, at the discretion of and coordinated by the CA 9-
1-1 Branch, shall be tested and accepted in the CA 9-1-1
Branch NG9-1-1 Lab prior to deployment at the PSAP.
Yes
21.4.10
All updates that have been tested and accepted by the CA 9-
1-1 Branch NG9-1-1 Lab shall be deployed at all PSAPs
supported by the Contractor within 14 calendar days of
successful testing. This includes CPE that my have been tested
and accepted by the CPE manufacturer working with the CA
9-1-1 Branch, independent of the contractor.
Yes
21.4.11
CPE software shall, within 30 minutes of notification by the CA
9-1-1 Branch, roll back to prior version if updates or patches
cause unintended failures or performance problems at the
PSAP.
Yes
21.4.12
Workstations shall support the minimum memory and
processing capability to support CPE software and shall be
equipped with all necessary audio and video interface
equipment, including but not limited to: keyboard, mouse,
speakers, audio integration device, keypad dialer, arbitrator,
and minimum 22 inch flat panel monitors.
Yes
21.4.13
Workstation, along with any other Contractor supplied
peripheral hardware at each workstation shall be replaced
every five (5) years, at minimum. PSAP is eligible for full system
training at this time.
Yes
21.4.14 Bidder shall supply PSAP with monitor at a minimum of 22" and
a maximum of 50"Yes
21.4.15
If no PNSP/RNSP network degradation is present, all audio
input/output from the CPE shall meet MOS score requirements.
At five (5) minute intervals, via third party verification, 99% of
the MOS measurements shall exceed 2.6 and 90% shall exceed
3.8. Degradation caused by PNSP/RNSP network shall not
impact CPE MOS score.
Yes
21.4.16
CPE hardware components installed at the PSAP shall be
nonproprietary, with the sole exception of audio control
devices, and shall support standard hardware interfaces.
Yes
21.4.17
CPE shall include a workstation UPS and shall provide a
minimum of 15 minutes of power to each workstation. CPE
provider shall provide 2 hour backroom UPS.
Yes
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Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.4.18
All workstation peripherals shall be supplied by the Contractor
and supported at the workstation: auxiliary keypad dialers,
arbitrators, keyboard, mouse, and headset box.
Yes
21.4.19 CPE shall connect to analog or digital audio interface devices
at the PSAP, as directed by the PSAP.Yes
21.4.20
CPE shall not directly connect to the public internet at the
PSAP. CPE shall ensure that any public data source is
connected via a secure, controlled interface at data
center/cloud. At a minimum the connection should address
application layer inspection, secure flows, intrusion prevention,
and intrusion detection.
Yes
21.4.21 Contractor shall provide cabling at install, which may include
cable paths through floors, walls, and ceilings.Yes
21.4.22
Cloud native solution shall utilize a cloud service provider that
holds a verified FEDRAMP certification. Data center solution
shall utilize a geographically diverse interconnected platform,
housed within a minimum of two Tier 3 or better data centers.
Yes
21.4.23
CPE shall ingress, handle, and display all incoming 9-1-1 traffic
and supplemental information (i.e. location and/or caller
information) in a manner that is compliant with all NENA i3
standards
Yes
21.4.24
System availability shall be 99.999% regardless of the level of
response required. CPE shall meet worst-case scenarios or
dynamically expand without limitation of any physical onsite
hardware, human intervention, or system resources (CPU,
channels, etc.) during disasters or high demand events.
Yes
21.4.25 Contractor shall provide on-site technical support personnel to
resolve technical issues at the PSAP (workstations).Yes
21.4.26 CPE shall ingest and display Z coordinates from RNSP and PNSP
when they become available Yes
21.4.27
CPE shall have secure connectivity, trust and identity, and
threat defense from cloud or data center to the call-taking
workstations
Yes
21.4.28
CPE shall ingest, display, and utilize any standards-based
information that can enrich the 911 call: viewing CCTV, street-
level cameras, or IoT sensor data, upon initiation by the call
taker.
Yes
21.4.29
CPE shall include any universal sensor integration with open
API, including seismic, weather, smoke detection, and traffic
information.
Yes
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21.4.30 CPE shall include secured firewalling of data transmission of IoT
data streams. IoT Data streams shall be encrypted in transit.Yes
21.4.31 CPE shall be designed to industry standard and FCC best
practices, including the NENA i3 standards Yes
21.4.32 CPE shall utilize an open standards methodology where
applicable. Yes
21.4.33
Contractor shall ensure that proprietary standards and or
protocols are minimized within the proposed CPE system.
Where systems utilize customized solutions, the Contractor shall
identify the standard or protocol substituted and provide a
narrative with regard to meeting the NENA i3 requirement.
Yes
21.4.34 Data center/cloud shall comply with NENA i3 cyber security
standards and industry best practices for cyber security Yes
21.4.35
CPE system shall support BGP interfaces to PNSP and RNSP and
comply with the IP addressing scheme provided by CA 9-1-1
Branch
Yes
21.4.36
CPE shall support a logical connection over existing NG 911
trunk(s) that supports call delivery from cloud/data center to
PSAP
Yes
21.4.37
CPE shall support all elements of NENA i3. Any components
that are implemented within the CPE shall not compromise the
ability to support NENA i3 and the ability for the PNSP or RNSP
to deliver the call to the PSAP, or to support transfers from one
PSAP to another, regardless of CPE vendor.
Yes
21.4.38
CPE shall implement new industry standards, including NENA i3
based on the timeline and deployment process as directed by
the CA 9-1-1 Branch. For most, but not necessarily all updates,
the CA 9-1-1 Branch will direct a minimum timeline of 6
months.
Yes
21.4.39 CPE shall process and deliver all potential NENA i3 9-1-1 traffic
from multiple NG 9-1-1 service providers.Yes
21.4.40
CPE testing in the Cal OES NG9-1-1 lab shall be completed
within 10 working days from start of testing, as directed by the
CA 9-1-1 Branch.
Yes
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Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.4.41
Cloud solution must include isolated, independent clusters of
data centers located in close enough proximity to ensure
extremely low latency (ability to perform synchronous data
replication) and the ability for each cluster to continue
operation in the case of a data center failure. Data center
solution must be built in a fully redundant manner, where the
loss of one data center does not affect the call takers
functionality.
Yes
21.4.42
Data centers and/or data centers used in a cloud solution
within a geographic area must have independent power
infrastructure.
Yes
21.4.43
CPE shall have the ability to recognize multiple calls originating
from the same geographic area and will provide the PSAP with
a solution to process the calls based on operational needs.
Yes
21.4.44
All servers, routers, firewalls, and other network elements at the
PSAP shall have the current version or patch, deployed within 5
days of discovery of the need for updating.
Yes
21.4.45
All workstations shall have current operating system and
software version, deployed within 30 days of discovery of the
need for updating. CPE vendor shall allow PSAP to control the
update schedule such that no more than 25% of the
workstations are updated at the same time. CPE vendor shall
also allow PSAP to set the update window based on
operational needs.
Yes
21.4.46 All 9-1-1 traffic must be transferred using PNSP or RNSP core
services, per NENA i3 standards.Yes
21.4.47
Data center/cloud solution shall not negatively impact the
ability of the CA 9-1-1 Branch to acquire CJIS/CLETS
certification of the network.
Yes
21.4.48
CPE shall geospatially transfer to any primary or secondary
PSAP based on PSAP boundary file. CPE shall offer a preferred
transfer PSAP using geospatial data.
Yes
21.4.49 CPE shall support data compression and other tools needed
to meet bandwidth requirements. Yes
21.4.50 CPE shall support a busy hour of 475 calls or less with a 5 Mbps
connection. Yes
21.4.51 CPE shall support a busy hour of 476 calls or more with a 50
Mbps connection. Yes
21.4.52
CPE shall refresh location information received from PNSP or
RNSP every 2 seconds starting from the time PNSP or RNSP
delivers the call to the CPE. The refresh rate shall be
configurable, in 2 second intervals, by the PSAP.
Yes
Page 232 of 444
State of California
CA Governor's Office of Emergency Services EXHIBIT 21
Technical Requirements
RFP 6104-2019
CA NG9-1-1 CPE Services
CA NG9-1-1 On-Premises CPE System Instructions
Bidder shall provide response, Yes "Y" or No "N", to the 'CPE Service Provider Agrees to Meet the
Requirement' for each requirement on tab 21.5 through 21.10.
Page 233 of 444
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CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG 9-1-1 CPE Services
Requirement Mandatory CPE Interface Requirements
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
21.5.1 CPE shall include a Graphical User Interface (GUI) that allows PSAP
and/or call taker to personalize the CPE screen layout. Yes
21.5.2
CPE shall utilize the standardized API developed by the PNSP and
the CA 9-1-1 Branch for all interfaces to deliver 9-1-1 traffic to the
CPE.
Yes
21.5.3
CPE shall support a NENA i3 compliant interface to the existing CAD
system in operation at the PSAP. All non-i3 ready CAD systems
require interface providing serial ALI spill functionality.
Yes
21.5.4
CPE shall connect to analog or digital audio interface devices at
the PSAP to support consistent audio levels from radio and CPE for
the call taker.
Yes
21.5.5
CPE shall interface with PSAP phone system. This includes
administrative telephone lines, ring down lines, business lines, PRI
with caller ID, intercom, paging, local control circuits, PBX (IP or
legacy), or Centrex, etc. with caller ID configured within the CPE at
their PSAP.
Yes
21.5.6
CPE shall support the interface developed by the state's NG 9-1-1
service providers, as directed by the CA 9-1-1 Branch for delivery of
all 9-1-1 traffic and must support the NENA i3 standard.
Yes
21.5.7
CPE shall interface with CA 9-1-1 Branch's MIS reporting solution via
NENA i3 logging standard and 9-1-1 Branch defined call data
record format.
Yes
21.5.8
CPE interface shall comply with NENA i3 standard for the delivery of
call data to CAD, mapping applications, and voice recorders
where applicable.
Yes
21.5.9 CPE shall utilize CA 9-1-1 Branch provided CAMA and NG9-1-1 trunk
for the transport of any 9-1-1 traffic.Yes
21.5.10 CPE shall interface with the peripheral equipment configurations
already in place at all PSAPs: GIS, radio, logging recorder, etc.Yes
21.5.11 CPE shall provide a SIPREC or serial compliant interface for on site
logging recorder at the PSAP.Yes
21.5 On-premises CPE Interfaces Requirements
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Technical Requirements - CPE
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CA NG 9-1-1 CPE Services
21.5.12
CPE shall interface with the State PSAP Credentialing Agency
(PCA), the top-level certificate authority for NG9-1-1 in California,
which is administered by the CA 9-1-1 Branch and is implemented
by the NG 9-1-1 service providers.
Yes
21.5.13 CPE shall display caller ID from any non 9-1-1 line if provided by the
originating service provider.Yes
21.5.14
CPE shall develop a Basic API that aligns to cost workbook Tab.
22.8, line item 13 at the request of the PSAP with direction from Cal
OES outside of NENA i3 and SOW requirements. The API needed
(basic, intermediate, or complex) will be mutually agreed upon
between Cal OES and the vendor.
Yes
21.5.15
CPE shall develop an Intermediate API that aligns to cost workbook
Tab. 22.8, line item 14 at the request of the PSAP with direction from
Cal OES outside of NENA i3 and SOW requirements. The API needed
(basic, intermediate, or complex) will be mutually agreed upon
between Cal OES and the vendor.
Yes
21.5.16
CPE shall develop a Complex API that aligns to cost workbook Tab.
22.8, line item 15 at the request of the PSAP with direction from Cal
OES outside of NENA i3 and SOW requirements. The API needed
(basic, intermediate, or complex) will be mutually agreed upon
between Cal OES and the vendor.
Yes
Page 235 of 444
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
Requirement CPE Functionality Requirements
Requirement
Type
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
21.6.1
CPE shall generate NENA i3 Call Detail Record (CDR) automatically, and store all
available information pertaining to all 9-1-1 traffic, on a server that allows access
by or connectivity for state-wide reporting purposes.
Mandatory Yes
21.6.2 CPE shall provide automatic call distribution (ACD), configurable by the PSAP.
ACD functionality shall support interactive voice response (IVR).Mandatory Yes
21.6.3
CPE shall require users to manually log-on with a username/password
combination. Two factor authentication must be provided as an option at no
additional cost. Password parameters shall be flexible to meet PSAP needs. CA 9-
1-1 Branch will validate two factor authentication method. PSAP shall have
administrative rights controlling all account credentialing.
Mandatory Yes
21.6.4
CPE shall support Instant Recall Recorder (IRR) play back of the recording of any
call from an assigned workstation. The IRR shall interface with the existing
operating environment within the PSAPs.
Mandatory Yes
21.6.5 CPE system shall provide the PSAP with configurable recording retention for IRR.
System shall provide a minimum of 8 hours of talk time.Mandatory Yes
21.6.6 CPE shall deliver caller ID during a transfer from a 9-1-1 line to any non-9-1-1 line. Mandatory Yes
21.6.7 CPE system shall provide IP phone set(s), if requested by PSAP. Mandatory Yes
21.6.8
CPE shall allow for a visual display of the caller's telephone number and it shall be
viewable at the workstation. At minimum, the display needs to meet the NENA i3
compliant standards for ANI display and all future NENA i3 standards at no
additional cost.
Mandatory Yes
21.6.9 CPE shall accept, display, and send text-to-911 translation, including languages
with non-English characters for PSAPs with integrated text.Mandatory Yes
21.6.10 Any CPE system failure within an active operational component shall result in no
loss of service or capability.Mandatory Yes
21.6.11 CPE shall deliver location information to CAD and mapping applications via an IP
connection and/or serial connection.Mandatory Yes
21.6.12 CPE shall have adjustable audio volume control at the individual workstation. Mandatory Yes
21.6.13 CPE shall provide abandoned call detail. Mandatory Yes
21.6.14 CPE shall incorporate time synchronization. Shall sync up with the state NG 9-1-1
service provider as well as the PSAP with a stratum 0 clock in UTC format. Mandatory Yes
21.6.15 CPE shall provide one-button callback. Mandatory Yes
21.6.16 CPE shall provide complete call progress detection including but not limited to
idle, ringing, dial tone, ringback, and busy.Mandatory Yes
21.6.17 CPE shall provide configurable outbound caller-ID and outbound text-ID to the
PSAP.Mandatory Yes
21.6.18 CPE shall provide automated abandoned call-back and text-back. Mandatory Yes
21.6.19
CPE shall have one button transfer capability to other PSAPs, configurable upon
request. All transfers must occur across CAMA and/or NG9-1-1 trunks, with location
information.
Mandatory Yes
21.6 On-Premises Functionality Requirements
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.6.20
CPE shall provide local conferencing consisting of six (6) or more internal and/or
external parties (including originator). The system’s conferencing functionality shall
allow the conference call to continue when the originating calling party
disconnects.
Mandatory Yes
21.6.21 CPE shall provide distinct audible ringing options. Mandatory Yes
21.6.22 CPE shall provide speed dial functionality for both hold conference and no-hold
conference for 9-1-1 traffic as well as non-emergency traffic.Mandatory Yes
21.6.23 CPE shall allow call taker muting capability during conference or transfer. Mandatory Yes
21.6.24 CPE shall support TDD/TTY functionality until no longer required by the FCC and
upon the direction of the CA 9-1-1 Branch.Mandatory Yes
21.6.25
Contractor to provide an on-line reference manual, users manual, help guide, live
chat, or similar feature to PSAP. All reference materials must be continually
updated to reflect CPE system updates and new functionality.
Mandatory Yes
21.6.26 Call taker screen layout shall be automatically locked when the user logs in as
ready.Mandatory Yes
21.6.27 A designated user shall have the ability to restore to last saved screen layout as
well as default screen layout while making modifications.Mandatory Yes
21.6.28 CPE shall display the information of at least the last 10 calls released at the
answering workstation.Mandatory Yes
21.6.29 CPE shall provide the user with call holding as well as call parking (exclusive/non-
exclusive hold) capability.Mandatory Yes
21.6.30
Users with appropriate system permissions shall have the ability to silently listen to
another user's telephone conversation from their workstation. Such action shall
not cause any audio or visual disturbance at the monitored answering station.
Mandatory Yes
21.6.31 CPE shall provide supervisors or authorized users the ability to barge into an
existing call with one click functionality.Mandatory Yes
21.6.32
Users with appropriate system permissions in an ACD deployment shall have the
ability to temporarily remove themselves from a ring group (call queue) in order
to conclude a previous call or perform another task such as radio dispatch.
Mandatory Yes
21.6.33 CPE shall enable two-way communication with the 9-1-1 caller's device for
push/pull notifications and text from 9-1-1.Mandatory Yes
21.6.34
CPE shall present historical details linked to the calling number. This feature shall
accommodate information that call-takers have saved from previous calls, but
should also include system generated (machine learned) information.
Desirable Yes
21.6.35 CPE shall ingest and display any third party or State provided data via API that is
mutually agreed upon by vendor and the CA 9-1-1 Branch.Mandatory Yes
21.6.36 CPE shall ingress, display, and send Real Time Text (RTT). Mandatory Yes
21.6.37 CPE shall provide role based/skillset based profiling for call takers, and the ability
to change roles.Mandatory Yes
21.6.38 CPE shall provide call taker the ability to flag, create, and send out mis-routed 9-1-
1 call reports electronically.Mandatory Yes
21.6.39 CPE shall support maximum 10 second system operation start-up from the time
user ID and password are entered.Mandatory Yes
21.6.40
CPE shall provide Management Information System (MIS) functionality and shall
provide call taker details. CPE shall provide remote access to PSAP defined MIS
metrics.
Mandatory Yes
21.6.41
CPE shall interface with a universal log in service at PSAP if available. Universal
log in shall apply across CAD or other platforms as specified by the PSAP, and
support where available.
Mandatory Yes
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.6.42 CPE shall provide status indication ("ready/not ready/wrap up") at the workstation
level, number of status states to be configurable by PSAP.Mandatory Yes
21.6.43 CPE shall allow PSAP personnel to play back a pre-recorded PSAP message
during the 9-1-1 call.Mandatory Yes
21.6.44 CPE shall provide a visual indication to the call taker when 9-1-1 traffic is delivered
via a policy based route.Mandatory Yes
21.6.45 CPE provider shall provide reader boards to PSAPs upon request. Mandatory Yes
21.6.46 CPE solution shall provide an integrated mapping application. Mandatory Yes
Page 238 of 444
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CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
Requirement CPE System Monitoring Requirements
Requirement
Type
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
21.7.1 CPE shall provide near real-time performance data, to be
monitored by CA 9-1-1 Branch as well as PSAPs upon request.Mandatory Yes
21.7.2
Performance data shall include documented Mean Time
Between Failure (MTBF) or Mean Time To Repair (MTTR) that may
impact the availability of the system to deliver traffic.
Desirable No
21.7.3 Technical Service Bulletin (TSB) shall be provided to CA 9-1-1
Branch and PSAP for any update, patch, or bug fix.Mandatory Yes
21.7.4
Contractor shall establish a network operation center (NOC) that
includes but is not limited to alarming, reporting, monitoring,
managing, and supporting CPE on a 24/7/365 basis, down to the
workstation level.
Mandatory Yes
21.7.5 Contractor shall provide trouble ticket log that is visible to CA 9-1-1
Branch, originating PSAP, state NG 9-1-1 service provider 24/7/365.Mandatory Yes
21.7.6 CPE shall support trouble ticket ebonding with state NG 9-1-1
service provider, and shall maintain trouble ticket ebonding.Mandatory Yes
21.7.7
The CPE solution shall provide a dashboard to display and report
the health of the CPE solution. The dashboard will monitor the
health of the CPE solution to ensure that SLAs are being met.
Monitoring shall be real time or near real time.
Desirable No
21.7.8 Contractor shall notify the CA 9-1-1 Branch when any stop-clock
condition exists, within 60 minutes of stop-clock discovery.Mandatory Yes
21.7 On-Premises System Monitoring Requirements
Page 239 of 444
State of California
CA Governor's Office of Emergency Service
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
Requirement Mandatory CPE Technology Requirements
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
21.8.1 CPE shall be IP-based and shall fully comply with current and
future NENA i3 standards for NG911.Yes
21.8.2
CPE shall utilize IP connectivity (NG9-1-1 trunk) and CAMA,
procured by CA 9-1-1 Branch from the state NG 9-1-1 service
provider.
Yes
21.8.3 CPE shall support 99.999% availability. Yes
21.8.4
CPE shall be verified through testing at the CA 9-1-1 Branch
NG9-1-1 Lab prior to contract award. Testing will be
conducted by the Contractor in conjunction with the CA 9-1-1
Branch. Lab test results shall be provided to the CA 9-1-1
Branch upon request. The CA 9-1-1 Branch shall be the owner
of all reports.
Yes
21.8.5
All updates, at the discretion of and coordinated by the CA 9-
1-1 Branch, shall be tested and accepted in the CA 9-1-1
Branch NG9-1-1 Lab prior to deployment at the PSAP.
Yes
21.8.6
All updates that have been tested and accepted by the CA 9-
1-1 Branch NG9-1-1 Lab shall be deployed at all PSAPs
supported by the Contractor in a mutually agreed upon
timeframe. This includes CPE that may have been tested and
accepted by the CPE manufacturer working with the CA 9-1-1
Branch, independent of the contractor.
Yes
21.8.7
Workstations shall support the minimum memory and
processing capability to support CPE software and shall be
equipped with all necessary audio and video interface
equipment, including but not limited to: keyboard, mouse,
speakers, audio integration device, keypad dialer, arbitrator,
and minimum 22 inch flat panel monitors.
Yes
21.8.8
Workstation, along with any other Contractor supplied
peripheral hardware at each workstation shall be maintained
for five (5) years. A 2 year extended maintenance grace
period can start at year 5 if the PSAP chooses.
Yes
21.8.9 Contractor shall supply PSAP with monitor at a minimum of 22"
and a maximum of 50".Yes
21.8 On-Premises Technology Requirements
Page 240 of 444
State of California
CA Governor's Office of Emergency Service
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.8.10
If no NG 9-1-1 network or CAMA degradation is present, all
audio input/output from the CPE shall meet MOS score
requirements via third party verification. 99% of the MOS
measurements shall exceed 2.6 and 90% shall exceed 3.8.
Degradation caused by NG 9-1-1 network or CAMA shall not
impact CPE MOS score.
Yes
21.8.11
CPE hardware components installed at the PSAP shall be
nonproprietary, with the sole exception of audio control
devices, and shall support standard hardware interfaces.
Yes
21.8.12
CPE shall include a workstation UPS and shall provide a
minimum of 15 minutes of power to each workstation. CPE
provider shall provide redundant 15 minute backroom UPSs.
Yes
21.8.13
All workstation peripherals shall be supplied by the Contractor
and supported at the workstation: auxiliary keypad dialers,
arbitrators, keyboard, mouse, and headset box.
Yes
21.8.14 CPE shall connect to analog or digital audio interface devices
at the PSAP, as directed by the PSAP.Yes
21.8.15 Contractor shall provide cabling at install, which may include
cable paths through floors, walls, and ceilings.Yes
21.8.16
CPE shall ingress, handle, and display all incoming 9-1-1 traffic
and supplemental information (i.e. location and/or caller
information) in a manner that is compliant with all NENA i3
standards.
Yes
21.8.17 Contractor shall provide on-site technical support personnel to
resolve technical issues at the PSAP.Yes
21.8.18 CPE shall ingest and display Z coordinates. Yes
21.8.19
CPE shall be designed to FCC best practices and NENA i3
standards, including NENA STA-040 (NG-SEC) and 75-502 (NG
Security Audit Checklist)
Yes
21.8.20 CPE shall utilize an open standards methodology where
applicable. Yes
21.8.21
Contractor shall ensure that proprietary standards and or
protocols are minimized within the proposed CPE system.
Where systems utilize customized solutions, the Contractor shall
identify the standard or protocol substituted and provide a
narrative with regard to meeting the NENA i3 requirement.
Yes
21.8.22
CPE system shall support BGP interfaces to state NG 9-1-1
service provider and comply with the IP addressing scheme
provided by CA 9-1-1 Branch.
Yes
Page 241 of 444
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.8.23
CPE shall support all elements of NENA i3. Any components
that are implemented within the CPE shall not compromise the
ability to support NENA i3 and the ability for the NG 9-1-1
service provider to deliver the call to the PSAP, or to support
transfers from one PSAP to another, regardless of CPE vendor.
Yes
21.8.24
CPE shall implement new industry standards, including NENA i3
based on the timeline and deployment process as directed by
the CA 9-1-1 Branch. For most, but not necessarily all updates,
the CA 9-1-1 Branch will direct a minimum timeline of 6
months.
Yes
21.8.25 CPE shall process and deliver all potential NENA i3 9-1-1 traffic
from multiple NG 9-1-1 service providers per Cal OES ICD.Yes
21.8.26 CPE testing in the Cal OES NG 9-1-1 lab shall be completed
prior to contract award,as directed by the CA 9-1-1 Branch. Yes
21.8.27
All servers, routers, firewalls, and other network elements at the
PSAP shall have the current version or patch, deployed in a
mutually agreed upon timeframe.
Yes
21.8.28 All 9-1-1 traffic must be transferred using CAMA or NG 9-1-1
service provider network, per NENA i3 standards.Yes
21.8.29
CPE shall geospatially transfer to any primary or secondary
PSAP based on PSAP boundary file for i3 traffic. CPE shall offer
a preferred transfer PSAP using geospatial data.
Yes
Page 242 of 444
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CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
Requirement Mandatory CPE General Requirements
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
21.9.1 Electrical components must run on 120 volt AC power.Yes
21.9.2
Contractors installing 9-1-1 systems will be required to connect to
ALI databases of all regional ALI providers. When installing 9-1-1
systems, it shall be the responsibility of the Contractor to contact
the regional ALI provider to obtain specific connection
requirements. Automatic Location Identifier (ALI) Database
Connection – Contractors will connect their equipment to an ALI
router to request data from the ALI database. CPE must make an
ALI request based on the ANI provided with the call.
Yes
21.9.3 Contractor must provide a local maintenance terminal for on-
premises maintenance and diagnostics. Yes
21.9.4 CPE ANI/ALI display and refresh shall meet the minimum
requirements in the NENA i3 standard. Yes
21.9.5
CPE shall accommodate the most current Statewide ALI format
and be configurable for a no cost upgrade for any changes during
the term the equipment is installed at the PSAP.Yes
21.9.6 CPE must conform to the state defined management information
system CDR and i3 logs output format.Yes
21.9.7
The CPE solution shall have a minimum of two physical servers each
that process the packets for voice and data. Features of the server
operation shall provide the minimum functionality as follows:
•In the event of a failure of the active server, switchover to the
second server shall be automatic and shall result in no loss of
service.
•The system shall have a non-blocking, fault-tolerant switching
fabric which expands as interface cards are added.
•Every interface port shall have dedicated resources to detect
tones, generate tones and support audio conferencing.
•Power to each system shall be delivered to the equipment such
that the failure of a single power supply will still allow the redundant
systems to function without loss of ability to process traffic. The
power supplies shall be connected to an uninterruptible power
supply (UPS) capable of supplying power for two hours. The UPS
shall be compatible with emergency generators for automatic
power loss handling.
Yes
21.9 On-Premises General Requirements
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EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
21.9.8
CPE shall have the capability to terminate native IP telephony as
well as CAMA/analog emergency and administrative traffic.Yes
21.9.9 The solution shall connect to NG ALI via lP and serial RS-232.Yes
21.9.10
Contractor shall provide diagrams in the purchase SOW for their
proposed solution in showing:
•System connectivity
•System NG9-1-1 functionality including connectivity to network
•Intelligent workstation equipment
•PC hardware requirements.
Yes
21.9.11
Contractor is responsible for the following:
•All cabling for connectivity among the controllers
•All cabling for connectivity to the demarcation point for
Centralized Automatic Message Accounting (CAMA) trunk, NG 9-1-
1 Circuit (IP) and admin line connections
•All cabling for connectivity to the NG ALI source.
Yes
21.9.12
Contractor shall be responsible for the migration of CPE connected
to existing 9-1-1 services to NG9-1-1 services at all interfaces
between the bidder’s equipment and other emergency call
originating network operators in order to accomplish 9-1-1 call
delivery which meets the quality and reliability requirements of this
RFP. This includes stating the terms, conditions, procedures, or
processes for interconnection and exchange of information
between other carrier’s networks and systems and the bidder’s
equipment, networks and/or systems as applicable. The terms,
conditions, procedures or processes shall not impose onerous
requirements on other network operators, and shall be stated in the
proposed solution. Examples of such interfaces would be the
means to perform the timely exchange of information such as ALI
database updates, exchange of monitoring/trouble ticket statuses,
trunk connections to an LNG, and IP connections to border control
functions. This list of examples is not exhaustive. The Contractor shall
to work closely with other network operators and cooperate fully
with them in order to accomplish successful transition to the NG9-1-
1 network.
Yes
21.9.13
Call handling shall be NENA i3 compliant at the time of NG network
go-live. If call handling is not i3 compliant, vendor will be provided
6 months to bring the call handling into compliance, at no cost to
the State of California.
Yes
Page 244 of 444
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CA Governor's Office of Emergency Services EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services
Requirement Mandatory CPE Host Remote configuration Requirements
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
21.10.1
CPE shall be capable of hosting multiple remote PSAPs. Each PSAP
may be composed of a number of remote positions plus security
appliances necessary to prevent intrusion by unauthorized personnel.
It shall be configurable to send real-time Call Detail Record (CDR) to
any PSAP for any 9-1-1 call that is being handled by that PSAP.
Administrative lines shall be capable of terminating at the host or at
the remote PSAPs. IP transport will also be used to backhaul admin line
traffic to the host.
Yes
21.10.2
The CPE solution shall allow for varying levels of administration and
security for: all reconfiguration, monitoring, diagnostic and
maintenance activities. Although the different jurisdictions are sharing
a common hosted platform, from a PSAP perspective it shall appear to
be a dedicated system. Individual PSAPs/jurisdictions shall not have
visibility into the activities of other PSAPs/jurisdictions.
Yes
21.10.3
Host Remote CPE shall be installed in a geo-diverse redundant
configuration. The geo-diverse redundant solution shall be composed
of standalone controllers. Additionally, each individual controller shall
be fully redundant and fault tolerant. The central equipment at each
location shall be fully capable of supporting 100 percent of all the
workstations. Each location shall have local survivability such that if
one location becomes completely unavailable due to a catastrophic
natural or man-made event, the other locations can continue to
process all 9-1-1 traffic without intervention from the other unavailable
controller.
Yes
21.10.4
The controller shall allow 9-1-1 traffic to be routed to a designated
alternate location if all primary location workstations are busy.Yes
21.10.5
There shall be no signal conversion between the controller and the
remote workstations, and the connection shall be IP end-to-end. The
system shall detect and compensate for any echo and latency at the
remote positions.
Yes
21.10 Host Remote Configuration Requirements
Page 245 of 444
March 26, 2020
EXHIBIT 22, COST WORKBOOK
CA Next Generation 911 - Call Processing Equipment
Disclaimer: The original version and any subsequent addendums of the RFP released by the
Procurement Official, remain the official version. In the event of any inconsistency between the
Bidder’s versions, articles, attachments, specifications or provisions which constitute the Contract, the
official State version of the RFP in its entirety shall take precedence.
Issued by:
STATE OF CALIFORNIA
California Governor's Office of Emergency Services
Page 246 of 444
State of California
Cal OES
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services
CA NG 9-1-1 CPE Cost Workbook Instructions
Bidders shall submit their Cost Worksheets per the instructions in RFP Part 1 Section 5, Cost Worksheet instructions
and submission requirements. The Cost Worksheets must be submitted in a separately sealed, marked envelope
or package containing only the completed Cost Worksheets.
Costs will be evaluated as 50% of the bid. Bidders are encouraged to ensure pricing aligns with Cal OES budget
constraints and that they understand the evaluation criteria in Section 7 of Part 1 of the RFP. The number of
PSAPs and positions listed in the quantity column of Tab #2 and #3 are estimates that will be used for
evaluation only. The unit price and all boxes that are not grayed out will be the responsibility of the bidder to
complete.
Quantities provided in the worksheets are for evaluation purposes only and should not be used as an indication
of future orders. Quantities used for the Evaluation indicate the possible numbers for a typical bidder. There is
no obligation on Cal OES’ part to utilize the entire amount in the Cost Worksheets or the entire quantities
provided in the worksheets.
Bidders shall enter the Bidder's cost for each service element or feature in the unshaded cells in each Cost
Worksheet. The submitted costs contained within these tables will be used for evaluation purposes per RFP Part
1, Section 7.3, Final Proposal Evaluation, and will establish the maximum contracted costs and rates of the final
awarded Contract for each element. Quantities used for the Evaluation indicate the average break down of
call volume for an average of 100 PSAPs in California for Tab #2 and 1000 positions for Tab #3 for purposes of
evaluation only.
The definitions of the services of each Line Item that require costing are provided in the individual referenced
RFP Technical Requirements. Bidders are cautioned that they are not to add language to the Cost Worksheets,
nor are they allowed to add cost elements.
The Bidder shall provide one (1) single, uniform price throughout the entire state of California.
The Bidder shall provide costs for all worksheets. The cells that are grayed out shall not be modified.
COST WORKSHEET ELEMENTS
The Cost Worksheets elements shall include the following definitions:
Non Recurring Charge (NRC):
Non Recurring Charges are for set up and installation costs occurring one time only. Where NRC charges do
not apply or where related equipment/installation costs are to be amortized by monthly recurring charges the
cell should be represented by a zero (0) or is simply left blank.
Monthly Recurring Charge (MRC) per Item per Unit:
Monthly Recurring Charge per line item (unit of measure) are "fee for service" charges. Monthly recurring
charges for services or features shall be provided, where applicable. When a Monthly Recurring Charge does
not apply the cell should be represented by a zero (0) or is simply left blank.
CPE Service Costs in Tab #2:
The CPE Service Costs are the costs associated with providing Call Processing equipment in either a Data
Center or Native Cloud environment needed to support the technical requirements in Exhibit 21 and the
requirements in the SOW.
CPE Integration Costs in Tab #3:
The CPE Integration Costs are the costs associated with providing the integration and service needed to display
the 9-1-1 traffic at the PSAP needed to support the technical requirements in Exhibit 21 and the requirements in
the SOW. These costs do not include any of the services included in Tab #2.
Cost Workbook Instructions Page 247 of 444
State of California
Cal OES
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services
CPE Labor Costs in Tab #4:
The CPE Labor Costs are the costs associated with providing services that may be needed after the initial
installation of the equipment. Labor Costs will not be used to support any of the initial deployment effort and will
only be utilized after receiving direction from the CA 9-1-1 Branch.
Cost Workbook Instructions Page 248 of 444
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Page 252 of 444
State of California
Cal OES
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services
Busy Hour
Volume
Number
of PSAPs Percent For 100
PSAPs
0-100 129 29.45% 24
101-300 234 53.42% 56
301-750 51 11.64% 12
751-1450 16 3.65% 5
1451-3600 7 1.60% 2
3601+ 1 0.23% 1
Bidders may use the total number of PSAPs (438) following the percentages above for Tab #2 and the total
number of positions (4000) for Tab #3 to determine if the Cost Workbook submitted is within the Cal OES
projected budget.
CA NG 9-1-1 CPE Estimated Budget
Bidders shall consider the Cal OES estimated budget for CPE when completing their Cost Worksheets. RFP
Part 1 Section 7, provides the details on how the Cost Workbook will be evaluated. An important part of the
evaluation is the ability to align the CPE pricing model with the authorized CA 9-1-1 Branch budget. Each
fiscal year (July 1 - June 30), the CA 9-1-1 Branch receives an updated authorization from the CA Legislature
based on the approved Governor's Budget. Below are the estimated budget numbers for FY 2020-2021.
Bidders are encouraged to ensure pricing aligns with Cal OES budget constraints.
For the FY 2020-2021, the CA 9-1-1 Branch estimates that the total budget for all CPE related expenditures
will be:
$20,000,000.00
CPE funding budget is based on the following PSAP distribution
Page 9Page 253 of 444
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Page 260 of 444
22.9 - LABOR RATES COST WORKSHEET
Bidder's Name : AT&T VIPER
Line Item# Labor Classification Hourly Rate
Subtotal (for evaluation purposes
only)
675.00$
(a.) (b.) (c.)
1 Technician 200.00$
3 Project Manager 225.00$
2 System Engineer 250.00$
Page 261 of 444
Page 262 of 444
11/6/2025
Version: 1.0
Account Manager: Jeff Reeve Intrado VIPER
Phone: 714-227-1268 Contract Number: 6138-2020
Email: JU7072@ATT.COM Budgetary
22.5 9-1-1 CPE Basic Stand-Alone System Cost
A B C D E F G
Line Item
#
Feature Name Quantity Basic System
Price
Implementation
Price
Monthly
Maintenance Price
Total Extended 5-
Year Cost
C*[D+E+(F*60)]
22.5.9 System - 10 Positions 1 $ 186,579.00 $ 62,757.00 $ 3,722.00 $ 472,656.00
223,320.00$
Estimated Sales Tax Rate:8.75%249,336.00$
Total Estimated Taxable Amount:186,579.00$ 16,325.66$
Proprietary and Confidential 488,981.66$ 5-Year Grand Total:
Quote Summary
Quote Summary
Total 5-Year MRC:
Total NRC:
Total Estimated Sales Tax:
San Luis Obispo PD
Page 1 of 1
Proprietary Information: Not for use or disclosure outside of
AT&T and Customer except under written consent.Page 263 of 444
Page 264 of 444
11/6/2025
Version: 1.0
Account Manager: Jeff Reeve Intrado VIPER
Phone: 714-227-1268 Contract Number: 6138-2020
Email: JU7072@ATT.COM BUDGETARY
25.8 Applications Peripherals
A B C D E F G
Line
Item #
Feature Name Quantity Basic System
Price
Implementation
Price
Monthly
Maintenance Price
Total Extended 5-
Year Cost
C*[D+E+(F*60)]
25.8.1
6
New technology integration (MRC per position
per month)8 $ - $ 1,995.00 $ 205.00 $ 114,360.00
98,400.00$
Estimated Sales Tax Rate:8.75%15,960.00$
Total Estimated Taxable Amount:-$ -$
Proprietary and Confidential 114,360.00$ 5-Year Grand Total:
Quote Summary
Quote Summary
Total 5-Year MRC:
Total NRC:
Total Estimated Sales Tax:
San Luis Obispo PD
Page 1 of 1
Proprietary Information: Not for use or disclosure outside of
AT&T and Customer except under written consent.Page 265 of 444