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UNPLANNED DOWN-TIME DISCLOSURE AND ROOT CAUSE ANALYSIS
In the event CPE equipment is impacted by unplanned down-time, (such as a failure), the Contractor shall provide the CA 9-1-1 Branch and PSAPs with a written disclosure statement within two (2) calendar weeks via email which shall include but not be limited to:
1) The component that failed;
2) The duration (including start time and end time) the component was impacted; 3) Impact to the overall system due to the component failure – including impacted PSAPs by Federal Communications Commission (FCC) Identification (ID); and 4) Corrective action taken to recover the component.
The disclosure statement shall be provided by the Contractor proactively without request from CalOES and/or the Local Agency/Agencies.
In addition to the above disclosure the Contractor shall provide a root cause analysis to the CA 9-1-1 Branch and Local Agency/Agencies within 15 business days. If a complete root cause analysis cannot be provided the Contractor shall provide an initial root cause analysis within 15 business days and then update the CA 9-1-1 Branch and PSAPs every five (5) business days until root cause is determined.
Root cause analysis shall identify the root cause of failure and corrective action to prevent a like failure in the future.
INSTALLATION DATE
A PSAP is a Public Agency authorized under Government Code Section 53102 to perform the functions of a PSAP. Orders from the PSAP must be completely installed and ready-for-use within 180 calendar days After Receipt of Order (ARO) as indicated on the PO.
The installation date may be changed by mutual consent of the Contractor and the PSAP; however, the System Installation Schedule must be completed/updated with the revised dates.
Such deferment shall not exceed 60 calendar days, except by mutual agreement. In the event of an agreed change to the installation date, the Contractor will provide a revised Contractor’s SOW to the PSAPs and to the CA 9-1-1 Branch.
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Restricted Delivery Hours
The Contractor shall comply with the PSAP’s requirements that restrict deliveries to non-peak commute hours in specific locations, or require delivery within defined time frames due to site policies. When applicable, the PSAP will provide the information regarding these policies/or requirements.
Site Survey
As part of the RFO for the PSAP, the Contractor shall prepare a floor plan of the Communications Operations Room showing the location of each item of equipment and detailing the current electrical power, common ground and environmental control facilities. The Contractor shall prepare a floor plan of the Equipment Room showing the location of each item of back-room equipment and detailing the current electrical power and environmental control facilities. The Contractor shall review and comment on the adequacy of the PSAP’s facility, including but not limited to, the adequacy of the furniture, lighting, floor plan, environmental control, cabling, demarcation room and equipment room 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.
Specifications shall include the operating voltage required, maximum current under peak conditions (in amperes), power consumed (expressed in watts), temperature range within which the equipment is designed to operate, the humidity range within which the equipment offered is designed to operate, grounding required, the equipment heat producing pattern under normal operating conditions (expressed in British Thermal Units (BTUs) for each specific Model Cluster), and the type and number of power receptacles required. All modifications specified to prepare the facilities must be detailed in the Contractor’s SOW.
The Contractor shall provide a pre-installation checklist to insure that the PSAP has met all installation obligations prior to the Contractor installing the equipment. Absence of a preinstallation checklist shall mean that the Contractor is offering equipment that has no Minimum or maximum environmental specifications.
On or before the Facility Readiness Date, the PSAP shall cause the site to be prepared in accordance with the Contractor’s site preparation specifications unless the Contractor has agreed to be responsible for such site preparation. The Contractor will provide a written certification that the modifications detailed on the pre-installation checklist have been completed in accordance with the Contractor’s requirements.
Subsequent alterations or modifications to the site which are directly attributable to incomplete or erroneous specifications provided by the Contractor and which involve additional expense shall be made at the expense of the Contractor, to the extent that such costs would not have been incurred had the complete and/or correct specifications been initially provided. If such site
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alterations cause a delay in the installation, the provisions of Appendix A, Statement of Work (SOW) Section 1.17, Technical Service Level Agreement charts apply.
Certification of Facility Readiness
If required, CalOES and/or PSAP will modify PSAP site facilities to meet the Contractor’s specifications at CalOES and/or PSAP expense. Upon completion the Contractor will be required to certify in writing that the modifications have been completed and satisfy the Contractor’s requirements before delivery.
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. Such certification must be in writing and presented to the individual specified in SOW Attachments 3 and 3.1 Contractor’s Sample Statement of Work.
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 and in the best interest of the PSAP to move the equipment purchased under this Contract from a PSAP location to another, except in an emergency situation, the PSAP will notify the Contractor in writing or electronically, a minimum of six (6) months in advance of the anticipated move date, that the move is scheduled to take place. The PSAP will provide their PO number, date of disconnection, the locations from and to where the equipment is to be moved, and the re-connection date, if more than five (5) business days after the disconnect date. 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. CalOES will only pay for 30 days of overlapping network costs. After 30 days is exceeded, billing from vacated PSAP premises will be transferred and become the responsibility of the PSAP. Confer with CA 9-1-1 Branch current Operations Manual policy.
2) The PSAP will reimburse the Contractor for all transportation, transit, risk insurance, rigging, packing, unpacking and drayage charges for such relocation performed by the Contractor; however, the Contractor shall maintain responsibility for the equipment at all times during the move.
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3) If the Contractor does not relocate the equipment by the mutually agreed date, the SLAs, as specified in SOW Section 1.17.1, System Readiness: Hardware and Software, shall apply. Contractors should note that the SLAs shall be the same as for late deliveries. 4) On, or before, the scheduled reconnect date, the Contractor shall disconnect affected equipment, physically move (relocate) and reconnect and certify the equipment at the new location.
5) In the case of an emergency PSAP CPE relocation, all noted timelines are subject to negotiation on a case-by-case basis with the Contractor. 6) 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 Rates bid in IFB Exhibit
16. However, the cost for other services not normally associated with a same facility MACs, such as moving van equipment and personnel, will be negotiated between the Contractor and PSAP on a case-by-case basis for each re-location.
Moves, Adds and Changes (MACS)
MACs refers to changes in system application configurations to facilitate PSAP operations or moving equipment from one location to another in the same facility or adding additional equipment to completed installations.
1) The Contractor shall provide routine MACs as requested by the PSAP. When performing MACs, the Contractor will not bill for travel time to and from the PSAP or preparation time, only the time spent actually performing the MACs.
2) There shall be a one (1) hour minimum charge for all MACs. For those MACs that are performed routinely, such as adding or deleting new Telecommunicator Intelligent Workstations (IWSs), changing speed dial numbers, etc., the Contractor shall provide training to the PSAP System Administrator when performing these MACs. 3) 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, each time a request is made. All routine MACs shall be accomplished within a mutually agreed upon number of days from the date request is submitted to the Contractor.
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4) All costs for MACs will be directly billed to and paid by the PSAP, not to exceed the hour Labor Rates bid in IFB Exhibit 16. 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, while the cost for other services not normally associated with a same facility MAC, such as moving van equipment and personnel, may be negotiated on case-by-case basis for each relocation.
Documentation
The Contractor shall provide copies of all non-proprietary manuals and other printed materials, including updated versions, which are useful and necessary to the PSAP in its use of the equipment or software provided at prices listed in Exhibit 16, Cost Workbook. Contractor shall provide one (1) hard copy and one (1) softcopy for multiple distributions and Web access to updates.
FREIGHT
Transportation
1) Shipments to and from the installation site shall be the responsibility of the Contractor.
Equipment shall be transported by commercial carrier, or Contractor owned carrier, in a padded van or air freight.
2) Equipment shall be preserved, packed and marked in accordance with the Contractor’s standard practice. All deliveries of purchased equipment and software shall be Freight on Board (F.O.B.) - DESTINATION.
3) The Contractor shall bear the cost of transportation, rigging, and/or drayage 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. 5) Upon notification, as stipulated in the SOW Relocation Section 1.9.5, the PSAP reserves the option, with concurrence from the Contractor (such concurrence not to be unreasonably withheld), to arrange and pay for all transportation, rigging and drayage charges for such relocation. The PSAP shall use a commercial carrier with a padded van properly constructed and equipped for shipment of electronic equipment. Any subsequent moves are not paid by CalOES, but may be negotiated between PSAP and Contractor, when the equipment is moved from one PSAP location to another.
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Packing and Unpacking
1) Supervision of packing, unpacking and placement of equipment shall be furnished by the Contractor during the Contractor’s normal working hours without additional charge to the PSAP.
2) Rearrangement of equipment on the same site for PSAP convenience shall be at PSAP expense.
Risk of Loss or Damage
The PSAP shall be relieved from all risk of loss or damage to the equipment purchased under this Contract during periods of transportation, installation and 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 such as a police or fire report. The PSAP assumes risk of loss or damage for equipment after formal Acceptance of installed systems.
ACCEPTANCE TESTING AND CONTINUING STANDARD OF PERFORMANCE Acceptance Testing Criteria
1) The Contractor shall issue a certificate of system readiness to the PSAP when equipment and software are installed and ready for acceptance testing. Acceptance testing shall commence on a date and time mutually agreed upon by the PSAP, within 10 business days, following receipt of the certificate of system readiness and shall end when the equipment and software have met the standard of performance Acceptance Testing Criteria for a period of 240 consecutive hours. Operation of the equipment and software to confirm proper installation shall be considered to be a part of the acceptance test. It is not required that the 240 consecutive hour period expire in order to begin a subsequent acceptance testing period.
2) Equipment and software shall not be accepted by the PSAP and no charges will be paid by the PSAP or the CA 9-1-1 Branch until all of the items on the Appendix A, Statement of Work, Attachment 4, 9-1-1 CPE System Acceptance and Authorization Checklist are met. Upon the successful completion of the acceptance testing period and within five (5) business days, the PSAP shall execute the System Acceptance and Authorization Checklist 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. For acceptance testing purposes, the average effectiveness level is a percentage figure determined by dividing the Scheduled Operational Hours (SOH) minus down-time by the SOHs. In addition, the equipment shall operate in at least minimal conformance with the Manufacturer’s official published specifications applicable to such
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equipment on the date of this Contract. The Contractor shall provide the published specifications applicable to each piece of equipment, if requested by the PSAP. 4) Down-Time, for acceptance testing purposes is that period of time when the system installed at one location is incapable of performing all of the functions for which the installation was intended (during SOH), due to a malfunction of the system or its operating software, excluding all external factors. During a period of system down-time, all equipment and software that are part of the system shall be made available to the Contractor to facilitate prompt repair. During this time the PSAP may use operable equipment and software where such use does not interfere with the Contractor’s efforts to restore service and where Contractor’s permission for such use is given (such permission not to be unreasonably denied). In the event that the system is required by the Contractor for testing or exercising of failed equipment but is not made available by the PSAP when requested, system down-time shall not accrue during the interval between the time of Contractor’s request and the time that the system is made available to the Contractor. 5) The required effectiveness level shall apply separately to a system and to each Contractor’s supplied remote equipment unless the PSAP and the Contractor agree otherwise. The effectiveness level of the system supplied by the Contractor shall be computed to exclude Down-Time attributable to equipment, cables and wires not supplied by the Contractor.
6) If the PSAP uses the system when the system or subsystem is down, as Down-Time is defined above, use of the system shall be excluded from the level of effectiveness computation, as will any down time resulting from system failure during such use. 7) The PSAP shall maintain appropriate records to validate that all requirements of this section concerning acceptance testing are met. SOHs and down-time shall be measured in hours and whole minutes. If meters are used to record the time, the meter readings will be converted into hours and whole minutes on a daily basis. 8) When a system involves on-line equipment that is remote to the basic installation, the required effectiveness level shall apply separately to the system and to the remote equipment.
9) During the acceptance testing period, all the preventative maintenance time shall be excluded from the acceptance testing period hours. System failure down-time shall be measured by those intervals during the acceptance testing period between the time that the Contractor is notified of the system failure and shall end when the system is returned to the PSAP in operating condition.
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10) During the acceptance testing period, if the Contractor is notified that the system is not performing as intended, Contractor shall adhere to the response time requirements specified in Remedial Maintenance. All maintenance service and parts shall be furnished by the Contractor without charge during an unsuccessful period of acceptance testing on the same basis as set forth herein concerning maintenance unless such maintenance service and parts are required as a result of the fault or negligence of the PSAP. 11) The PSAP may, upon written notice to the Contractor and the CA 9-1-1 Branch that is at least 15 calendar days prior to the scheduled start of the acceptance testing, delay the start of the acceptance testing period, but such delay may not exceed 30 consecutive calendar days. Delays that exceed 30 days shall be referred to the CA 9-1-1 Branch for dispute resolution.
12) 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 performance period or terminate the order (or portions thereof) and seek relief as provided by the Rights and Remedies of State for Default provision in the contract. The PSAP's option shall remain in effect until such time as the system meets the performance criteria, or 180 consecutive calendar days after the start of the acceptance testing, whichever occurs first. If the system has not met the standard of performance by 180 calendar days after installation the PO order under which the defective system is being installed may be cancelled. If the CA 9-1-1 Branch determines the same type of system has not met the standard of performance at more than three (3) planned installations, the system or affected components of the system may be removed from the Contract at the discretion of the CA 9-1-1 Branch.
System Acceptance Testing
Acceptance testing is intended to ensure that the system acquired operates in substantial accord with the Manufacturer’s technical specifications, is adequate to perform as warranted by Contractor's response to the requirements of this Contract and evidences a satisfactory level of performance reliability, prior to its acceptance by the PSAP. If the system to be installed includes operating software as listed in the PO, such operating software shall be present for the acceptance test unless substitute operating software acceptable to the PSAP is provided.
Acceptance testing is required for all newly installed technology systems, subsystems and individual equipment which are added, or field modified (modification of equipment from one model to another) after a successful performance period.
The PSAP shall begin acceptance testing on a mutually agreed date and time within 10 business days of a Contractor issuing a certificate of system readiness to the PSAP. If the system fails any portion of acceptance testing, the Contractor shall be notified by the PSAP immediately of the failure, with written confirmation to be provided in not more than five (5) business days. Control of the system shall immediately be given to the Contractor if the system performs so poorly that
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it poses a potential threat to public safety and the original 9-1-1 system being replaced is still functional. If the system performs in compliance with this Contract and does not pose a threat to public safety, but does not operate as intended by the manufacturer, the PSAP will continue using the system while the Contractor affects repairs. The system shall not be deemed to be accepted until the Contractor re-certifies such installation and the above referenced test is successfully completed.
In the event the system does not meet the standard of performance during the initial 10 days, the acceptance tests shall continue on an hour-to-hour basis until the standards of performance are met for 10 days. The acceptance-testing period shall not be delayed due to a PSAP request to make a change within a system’s featured functionality. All problems that occur during the acceptance testing period that can be quickly remedied by making a change to the system shall only delay the acceptance testing the amount of time from when the problem was first reported to the Contractor to the time the adjustment successfully remedies the problem. Failures during acceptance testing period caused by sources outside of the Contractor’s control shall not be deemed as cause to delay the acceptance testing period.
At the request of the Contractor, the PSAP shall make available not only the failed system, but also the equipment that must be utilized by the Contractor to identify the cause of failure and to accomplish the repair.
Systems shall not be accepted by the PSAP or CA 9-1-1 Branch, and no charges associated with such system shall be paid by the PSAP or CA 9-1-1 Branch, until the Contractor has demonstrated that the Contractor has satisfactorily provided all of the equipment and functionality per Appendix A, Statement of Work, Attachments 4 and 4.1 System Acceptance and Authorization Checklist.
Acceptance Testing For Software (Other Than Operating System Software) Acceptance testing is required for all Contractor-supplied software supplied under this Contract including all software initially installed, improved versions (new repurchases) of this software, software which has been altered (modified) by the Contractor to satisfy PSAP requirements, and all substitute software provided by the Contractor in lieu thereof, unless otherwise provided herein.
The purpose of the acceptance test is to ensure that the software operates in substantial accord with the Manufacturer’s technical specifications and meets the PSAPs performance specifications. The specific procedures for the accomplishment of such tests are as stated in Acceptance Testing Criteria.
Following certification by the Contractor that programming aids, program products and applications listed in the PO have been delivered ready for PSAP use, the PSAP shall test each such programming aid, program product or application, in accordance with the Acceptance Testing Criteria.
If the Contractor has written application programs, the PSAP will provide test data and the Contractor will provide a test master and all output formats for such programs. The PSAP will
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process input transactions against the master file and produce the updated old and new master files to ensure that all transactions were applied correctly. All outputs will be checked for accuracy, format and quality, and the programs will be accepted when the PSAP confirms that the application programs meet the specifications to which they were written.
SYSTEM REPLACEMENT AND PARTICIPATION
Following PSAP acceptance testing period, if during a 30 consecutive day period the system does not achieve the required level(s) of availability, the PSAP will notify the Contractor in writing.
If the Contractor fails to bring the system to the required average availability level during the succeeding 30 consecutive days after notification by the CA 9-1-1 Branch, the PSAP may require the Contractor to replace the equipment failing to meet the standard of performance. Replaced equipment must also meet acceptance testing following installation as set forth in Acceptance.
During the term of the Contract if three (3) or more purchased installations are cancelled or are replaced for failing to meet this continuing standard of performance, the CA 9-1-1 Branch, at their sole discretion, may remove the identified system or affected components of the system from this Contract. There will be no cost to CalOES or PSAP by a Contractor if a component of their equipment is removed from the Contract to include increase of cost for any system or components that remain on the Contract. This does not abridge CalOES’s rights under GSPD 401IT (09/05/14) Section #25, Rights and Remedies of State for Default.
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 at no additional cost to the PSAP or the CA 9-1-1 Branch. 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 networks and Internet Protocol (IP) networks, as well as the proposed system.
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SCHEDULE/PROJECT PLAN
The Contractor shall submit an implementation schedule. The schedule shall include delivery timeframe and complete transition timeframes. The project plan shall break out completion of key project milestones as agreed to between the Contractor and PSAP.
The project plan shall be a task-oriented Gantt chart detailing the system installation, clearly identifying all external dependencies outside of the Contractor’s control for a system and expected timelines.
An example of items that may be considered key milestones would be the network connection dependencies for core services, installation of equipment, approval of testing plans, testing of equipment. This is a sample and is not all inclusive of potential milestones.
MAINTENANCE
General
Equipment and Software shall be maintained in good operating condition to ensure the Continuing Standards of Performance prescribed criteria of Acceptance Testing of this Contract are met. The Contractor is responsible to maintain the equipment purchased under this Contract in good operating condition and shall always be responsive to the maintenance requirements of the PSAP. All such maintenance service, including parts, software support and labor, shall be furnished after the warranty period for up to four (4) years after the warranty period. Maintenance includes Software Support.
Maintenance Coverage
The Contractor shall provide maintenance (labor and parts) and keep the equipment in good operating condition. Maintenance parts will be furnished by the Contractor and will be new or equivalent to new in performance when used for this equipment. Contractor is responsible for disposal of replaced parts removed during maintenance.
Contractor shall provide full maintenance coverage 24 hours per day, seven (7) days per week, 365 days a year (24x7x365).
Upgrades and Planned Maintenance Down-Time
The proposed 9-1-1 CPE Systems shall not be adversely impacted by downtime planned maintenance. It is acceptable that individual components or elements have downtime for planned maintenance.
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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 CalOES/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.
Contractor’s 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.
Software Support
Contractor shall provide software support for equipment acquired under this Contract. Software includes the operating parameters required by the PSAP for the applicable control unit. This includes newly acquired control equipment as well as changes to existing equipment acquired under this Contract.
Software support must be available through term of Contract. The Contractor’s software support must include a telephone number for both voice and facsimile communication that is free to any Telecommunicator within the PSAP.
Contractor shall apply necessary modifications to the CDR XML to meet the CA 9-1-1 Branch standard. Contractor shall defer questions and clarifications to the CA 9-1-1 Branch CPE Contract Manager for the most current requirements. Within six (6) months of notification of change in the CDR XML standard, the Contractor shall provide the enhancements and a sample of the data string that is produced by the CPE, along with a detailed description, that demonstrates how all of the data elements will be presented. Upon completion of the required CDR XML enhancements, all equipment installed under this Contract shall receive a software update to comply with the revised standard.
Remedial Maintenance
Contractors shall track the status of each Major and Minor Failure through the Trouble Ticket Log described in Section 1.19.2. Contractors shall provide the telephone number of their customer support center to each PSAP with whom they have a maintenance contract for reporting 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 Major and Minor Failures and for accurately updating the Trouble Ticket Log.
The 9-1-1 CPE System shall be capable of alerting PSAP personnel of system alarms by the use of a signaling device in the PSAP. This device shall provide for an audible or visual alarm. The
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device shall provide a cutoff option to disable alarms in progress and must be automatically reset upon removal of the alarm condition or should a new alarm occur.
Remote Maintenance
The Contractor shall provide maintenance as described herein:
1) Full diagnostic access to all major components of the 9-1-1 CPE System; 2) Capability to disable or enable system ports to bypass failed ports; 3) A list of the most frequently failed components and the success rate of remote reports for these components;
4) Capability to access accumulated statistics on 9-1-1 CPE System performance such as error messages, power failures, etc.;
5) Description of the ability and types of software that can be remotely updated/replaced; and
6) Confirmation that access to the system will be password protected.
Telephone Line Repairs
If the PSAPs notifies the Contractor of a problem with the 9-1-1 system and the Contractor determines that the problem lies with the telephone company service provider, the Contractor, will be responsible for notifying the PSAPs that the problem lies with the local telephone line service provider.
Warranty
1) Notwithstanding GSPD 401IT (09/05/14) Section #18, Warranty, the Contractor warrants that all equipment provided under the authority of this Contract, when installed, will be in good working order, will be fit for the manufacturer's intended purpose and will conform to the Contractor’s official published specifications.
2) Except as provided elsewhere in this Contract, the Contractor’s obligations and liabilities with respect to this specific warranty provision are limited to the repair or replacement of any parts, software or equipment when either CalOES or the Contractor determines that the equipment does not conform to the warranties stated herein. 3) The Contractor shall warrant the equipment and software to perform per the manufacturer’s specifications for a period of one (1) year after acceptance. The Contractor shall furnish all warranty services and parts for a period of one (1) year beginning on the first day following System Acceptance at no cost to CalOES, provided that such maintenance service or parts are not required because of accident, neglect, misuse, failure of electrical power or air conditioning, humidity control or causes other than ordinary use. 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.
All replaced parts shall be property of the Contractor. Prior to the expiration of the warranty
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period, whenever equipment is shipped for mechanical replacement purposes, the Contractor shall bear all costs for such shipment including, but not limited to, costs of packing, transportation, rigging, drayage and insurance. 4) Service pursuant to this warranty 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 to travel expense associated with services for which the Contractor is responsible under this warranty provision.
5) When non-Contractor software is used by the PSAP and as a result the Contractor’s maintenance diagnostic routines do not pinpoint the failure, the PSAP shall pay for the time spent by the Contractor in diagnosing the failure at the applicable per-call rate per man-hour then in effect.
6) When the Contractor is called to perform remedial maintenance service on the equipment and by mutual agreement it is determined that either no failure existed or that the service was outside the scope of this warranty, the PSAP shall pay for the travel expense in accordance with the State’s then current short-term travel expense policy as stated in the State Administrative Manual Chapter 0700 (http://sam.dgs.ca.gov/TOC/700.aspx) and the time spent by the Contractor at the applicable time and materials rates then in effect. 7) Unless otherwise mutually agreed upon, the Contractor shall not be required to adjust or repair any equipment or part thereof if it would be impractical for the Contractor personnel to do so because of alterations made to the equipment or part thereof by or on behalf of the PSAP. The Contractor shall be responsible for interfaces with plug compatible equipment that is attached to the current controllers. Increased service pursuant to this warranty caused by any alteration or attachment shall be paid for by the PSAP at the applicable time and materials rates as stated in Exhibit 16, Cost Workbook, unless the Contractor elects not to apply such charge on an individual occurrence basis.
Equipment Replacement
When 9-1-1 CPE System equipment fails to function in the manner for which it was designed to the extent that the PSAPs ability to answer 9-1-1 emergency calls is adversely affected, the Contractor will make every attempt to satisfactorily resolve the problem.
After the PSAP’s initial purchase from a Contractor, all commonly available components may be replaced at the risk and discretion of the PSAP. With the written consent of the Contractor, the PSAP may replace commonly available components that meet or exceed the manufacturer’s specification. If certification or testing is required, the Contractor shall provide a price to the PSAP before proceeding with such certification process or testing. Such replacements of Contractor’s equipment will be at the PSAP’s expense, and shall be allowed by the Contractor if, in the Contractor’s opinion, no safety hazard or system degradation of Contractor’s remaining equipment or software is caused by such replacements. Maintenance agreements for replaced items may be separate from the maintenance for all Contractor provided equipment. Disputes
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regarding the use of commonly available components shall be resolved in accordance with GSPD 401 IT.
Replacement Parts
Contractor shall maintain an inventory of critical spare components and parts necessary to keep the 9-1-1 CPE systems running properly for all PSAPs to which the Contractor is responsible for providing support under this Contract. The spare components and parts shall be maintained in storage facilities that are located close enough to meet the Time to Repair objectives of the Service Level Objectives for Major and Minor Failures.
The spare components and parts inventory shall include, at a Minimum, power supplies, system boards, hard drives, Uninterruptable Power Supply (UPS) devices, computer monitors, computer keyboards, computer fans, and similar equipment. All replacement components and parts shall be available to authorized Contractor repair personnel on a 24x7x365.
TECHNOLOGY REFRESH
CalOES expects to allow for Technology Refresh as long as it is an evolution of existing technologies on the Contract. What the Contract offers, will be considered to be added as an amendment to the Contract at the State’s sole discretion.
Contractor(s) are required to:
1) Support this effort throughout the life of the resulting Contract. 2) Proactively report to CalOES Contract Manager at least every six (6) months, or as needed, based on changes in technology and make recommendations for changes in technology offerings.
3) Technology offered during technology refresh shall meet all current National Emergency Number Association (NENA) i3 requirements.
4) At the time of refresh notification, Contractor(s) shall provide to CalOES Contract Manager the following:
a) A side by side comparison of the proposed new technology to the existing technology being replaced and its corresponding common configuration. b) An up to date Road Map of the technology proposed to refresh the services. c) An updated Cost Worksheet containing the items offered.
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MAINTENANCE SERVICE EXCLUSIONS
Maintenance service does not include:
1) Electrical work external to equipment or maintenance of accessories, alterations, attachments or other devices not listed in Cost Workbook; 2) Repair of damage or increase in service time caused by accident or disaster, which shall include, but not be limited to, fire, flood, water, wind and lightning; transportation; neglect or misuse; alterations which include, but are not limited to, any deviation from Contractor's physical, mechanical or electrical equipment design; attachments, which are defined as the mechanical, electrical or electronic interconnection to Contractor equipment or nonContractor equipment and devices not supplied by Contractor; 3) Repair of damage or increase in service time resulting from failure to provide a suitable installation environment with all facilities prescribed by the appropriate Contractor Installation Manual; Physical Planning (including, but not limited to, failure of, or failure to provide adequate electrical power, air-conditioning or humidity control); 4) Repair of damage or increase in service time attributable to the use of the equipment for other than data processing purposes for which acquired; 5) Furnishing supplies or accessories; painting or refinishing material; inspecting equipment altered by other than Contractor, making specification changes or performing services connected with relocation of equipment; or adding or removing accessories, attachments or other devices;
6) Such service which is impractical for Contractor to render because of alterations in the equipment or their connection by mechanical or electrical means to other equipment; Repair of damage or increase in service time caused by the conversion from one Contractor model to another or the installation or removal of a Contractor feature whenever any of the foregoing was performed by other than Contractor.
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TECHNICAL SLA CHARTS – CPE TURN-KEY AND HOST REMOTE SYSTEMS The following technical Service Level Agreements (SLAs) provide charts describing the definition, measurement method, objective, and rights and remedies for each category.
All SLA’s are self-reporting and it is the incumbent on the Contractor to report all outages that do not meet the objectives and the associated Rights and Remedies. SLA’s are not intended to be punitive, but protect the State and/or PSAP and mitigate extended outages.
System Readiness: Hardware and Software
Definition Measurement Objective Rights and Remedies
System readiness
includes new
installations,
relocations, MACs
ready for
acceptance testing
by the PSAP on or
before the agreed
to scheduled
system readiness
date.
System readiness
dates are mutually
agreed to by the
PSAP and the
Contractor in the
SOW provided with
each PO.
Certificate of
system readiness
submitted by the
Contractor on or
before the due date
cited in the PO.
Immediate Rights and
Remedies:
50% of the implementation
charge when implementation
charges are broken out
or
10% of total bundled charges
(excluding sales tax) when
implementation charges are
bundled with equipment,
training, and/or additional
services
Monthly Rights and
Remedies: If 95% of monthly
implementation dates are not
met:
Remaining 50% of
implementation charge, when
implementation charges are
broken out
or
An additional 10% of total
bundled charges (excluding
sales tax) when
implementation charges are
bundled with equipment,
training, and/or additional
services
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Time to Repair Critical Failure
Definition Measurement Objective Rights and Remedies
Following
Acceptance, the time
to repair a Critical
Failure begins when
the Contractor’s
customer support
center is notified of
the failure either
through notification by
the PSAP or by an
alarm, whichever
comes first, and ends
when the PSAP
representative
confirms that the
failure has been
resolved.
A Critical Failure is
defined as any
hardware or software
failure that prevents
the 9-1-1 PSAP
location from making
communication
contact or viewing
ANI or ALI information
for a person who has
contacted the PSAP
on a 9-1-1 trunk/or
equivalent ingress.
Time to repair will
be measured
through data in
the Contractor’s
Trouble Ticket
Log and will
include the time
from initial
notification to the
time that the
PSAP has
confirmed failure
resolution.
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.
Immediate Rights and
Remedies:
Each occurrence of a failure to
meet this SLA objective shall result
in a 25% rebate of the recurring
monthly system maintenance fee
or the projected monthly system
maintenance fee during the
warranty period of the affected
PSAP.
Excessive outage (more than 12
hours from the notification of the
failure to PSAP confirmation of
failure resolution) shall result in a
rebate of 100% of the recurring
monthly system maintenance fee
or the projected monthly system
maintenance fee during the
warranty period of the affected
PSAP.
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Time to Repair Major Failure
Definition Measurement Objective Rights and Remedies
Following
Acceptance, the time
to repair a Major
Failure begins when
the Contractor’s
customer support
center is notified of
the failure either
through notification
by the PSAP or by
an alarm, whichever
comes first, and
ends when the
PSAP representative
confirms that the
failure has been
resolved.
A Major Failure is a
loss of 25% or more
of any or all of the
following: Callcarrying capacity of
the system, trunks,
or Telecommunicator
answering IWSs.
Time to repair
will be measured
through data in
the Contractor’s
Trouble Ticket
Log and will
include the time
from initial
notification to the
time that the
PSAP has
confirmed failure
resolution.
Each Major Failure
will be resolved
within eight (8)
hours of notification
to the Contractor’s
customer support
center or by alarm,
whichever comes
first.
Immediate Rights and
Remedies:
Each occurrence of a failure to
meet this SLA objective shall
result in a 15% rebate of the
recurring monthly system
maintenance fee or the projected
monthly system maintenance fee
during the warranty period of the
affected PSAP.
Excessive outage (more than 12
hours from the notification of the
failure to PSAP confirmation of
failure resolution) shall result in a
rebate of 100% of the recurring
monthly system maintenance fee
or the projected monthly system
maintenance fee during the
warranty period of the affected
PSAP.
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Time to Repair Minor Failure
Definition Measurement Objective Rights and Remedies
Following
Acceptance, the
time to repair a
Minor Failure
begins when the
Contractor’s
customer support
center is notified of
the failure either
through notification
by the PSAP or by
an alarm, whichever
comes first, and
ends when the
PSAP
representative
confirms that the
failure has been
resolved.
A Minor Failure is
defined as any
hardware or
software failure that
prevents any
feature of the 9-1-1
CPE System
provided by the
contractor from
meeting the
specifications of IFB
Section 6.
Time to repair will
be measured
through data in the
Contractor’s
Trouble Ticket Log
and will include the
time from initial
notification the
time that the PSAP
has confirmed
failure resolution.
Each Minor Failure will
be resolved within 48
hours of notification to
the Contractor’s
customer support
center or by alarm,
whichever comes first.
Immediate Rights and
Remedies:
Each occurrence of a failure
to meet the SLA objective
shall result in a 10% rebate of
the recurring monthly system
maintenance fee or the
projected monthly system
maintenance fee during the
warranty period of the
affected PSAP.
Excessive outage (more than
240 hours from the notification
of the failure) to PSAP
confirmation of failure
resolution) shall result in a
rebate of 50% of the recurring
monthly system maintenance
fee or the projected monthly
system maintenance fee
during the warranty period of
the affected PSAP.
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Availability
Definition Measurement Objective Rights and Remedies
Following
Acceptance, service
availability includes
the scheduled uptime
for all system
components and
functionality for each
item Required in the
System Acceptance
and Authorization
Checklist.
Availability is to
capture multiple short
duration outages
within a month that do
not trigger other time
to repair SLA’s such
as Critical, Major, and
Minor.
Monthly uptime
percentage is
calculated by
dividing the total
uptime hours by
the total hours
available in the
month for each
component or
functionality.
Stop-clock
provisions apply.
Monthly up-time
shall be greater than
99.9%.
Monthly Rights and
Remedies:
20% of the recurring monthly
system maintenance fee or the
projected monthly system
maintenance fee of the
affective PSAP if the monthly
objective is not met. Each
successive month that the
monthly objective is not met
will result in an increase in the
remedy of an additional 20%
over the previous month, not to
exceed 60%.
Additionally, if the Contractor
fails to achieve the up-time
objective three (3) months in a
row or five (5) months in any
12 month period, the PSAP
may terminate the
maintenance agreement with
30 calendar days’ notice and
engage the services of an
alternative Contractor with no
early termination charges to
the State or the PSAP.
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STOP CLOCK CONDITIONS (M)
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 to prevent punitive damages from being assessed.
1) Periods when a restoration or testing effort is delayed at the specific request of the PSAPs.
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 requests ticket be kept open for observation. If the service is later determined by the PSAPs to not have been restored, the Stop-Clock shall continue until the time the PSAPs notifies the Contractor that the service has not been restored;
3) Time after a service has been restored, but the PSAPs is not available to verify that the service is working. If the service is later determined by the PSAPs to not have been restored, the Stop-Clock shall apply only for the time period between Contractor's reasonable attempt to notify the PSAPs that Contractor believes the service has been restored and the time the PSAPs notifies the Contractor that the service has not been restored;
4) Restoration cannot be achieved because the problem has been isolated to wiring that is not maintained by Contractor, or any of its subsidiaries, subcontractors, or affiliates; 5) Trouble caused by a power problem outside of the responsibility of the Contractor after the initial 15 minutes;
6) Lack of building entrance facilities or conduit structure that are the PSAPs responsibility to provide;
7) PSAPs failure to prepare the site in accordance with the Contractor’s site readiness requirements;
8) The following contact/access problems, provided that Contractor makes reasonable efforts to contact the PSAPs during the applicable stop-clock period:
a. Access necessary to correct the problem is not available because access has not been arranged by site contact or the PSAPs representative;
b. Site contact refuses access to technician who displays proper identification;
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c. Insufficient or incorrect site contact information which prevents access, provided that Contractor takes reasonable steps to notify the PSAPs of the improper contact information and takes reasonable steps to obtain the correct information; d. Site has limited hours of business that directly impacts the Contractor’s ability to resolve the problem;
e. If it is determined later that the cause of the problem was not at the site in question, then the Stop-Clock shall not apply;
f. Any problem or delay to the extent caused by PSAPs staff that prevents or delays Contractor’s resolution of the problem. In such event, Contractor shall make a reasonable request to PSAPs staff to correct the problem or delay; g. PSAPs applications that interfere with repair of the trouble. h. Failure of the Trouble Ticket originator or responsible party to return a call from Contractor’s technician for on-line close-out of Trouble Tickets after the service has been restored as long as Contractor can provide documentation substantiating message from Contractor’s technician.
9) An outage directly related to any properly performed scheduled maintenance or upgrade.
Any such Stop-Clock condition shall not extend beyond the scheduled period of the maintenance or upgrade. SLAs will apply for any maintenance caused outage beyond the scheduled maintenance period. Outages occurring during a scheduled maintenance or upgrade period and not caused by the scheduled maintenance shall not be considered a Stop-Clock condition;
10) Any problem or delay caused by a third party not under the control of Contractor, not reasonably preventable by Contractor, including cable cuts not caused by the Contractor.
Contractor’s affiliates, subsidiaries or subcontractors shall be deemed to be under the control of Contractor with respect to the equipment, services or facilities to be provided under this Contract;
11) Force Majeure events, as defined in GSPD 401IT, Section 24; 12) If equipment failure is caused by alterations or attachments not furnished, approved or maintained by the Contractor.
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REPORTING REQUIREMENTS
Monthly SLA Compliance Report
The Monthly SLA Compliance Report shall be provided in the format shown in Appendix A, Statement of Work, Attachment 2, Contractor’s Monthly SLA Compliance Report. Contractors shall submit a monthly report to the CA 9-1-1 Branch no more than 30 calendar days following the end of the reporting month that reflects the status of all SLA objectives that were not met during the previous month, including the rights and remedies.
The report shall list all Trouble Tickets that were open and/or acted upon during the reported month, including tickets not qualifying for SLA remedy. This report shall show what SLA rights and remedies were applied to each ticket number, when applicable. If no Trouble Tickets were opened and/or acted upon during a month, the report shall state there were no issues or tickets for that month.
The monthly SLA compliance report shall include the following detail:
1. REPORT PERIOD,
2. CONTRACTOR’S TROUBLE TICKET NUMBER,
3. PSAP NAME,
4. PSAP FCC ID,
5. SERVICE TYPE,
6. BRIEF TROUBLE SYMPTOM,
7. BRIEF RESTORATION DESCRIPTION,
8. TICKET OPEN DATE AND TIME,
9. PROBLEM RESOLUTION DATE AND TIME,
10. TOTAL STOP CLOCK DURATION, OUTAGE DURATION,
11. YES/NO IF QUALIFIED FOR SLA,
12. THE APPLICABLE SLA, AND
13. RIGHTS AND REMEDIES APPLIED TO EACH TICKET WHEN APPLICABLE.
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DEFINITION MEASUREMENT OBJECTIVE
RIGHTS AND
REMEDIES
Reporting
Requirement
Contractors shall
provide the
reports required
by this
CONTRACT for
each month of
activity during the
term of the
contract.
Calendar Days. Contractors shall
deliver accurate
and complete
reports no more
than 30 calendar
days following the
end of the
applicable
reporting month.
Each occurrence of
a failure to meet the
objective shall
result in a $50.00
rebate for each
business day that
the report is not
delivered after the
objective.
SLA Remedy
Delivery
Timely payment of
remedies due to
CalOES/CA 9-1-1
Branch for missed
SLA objectives.
Calendar Days Contractor’s check
shall be issued no
more than 60
calendar days
following the end of
the month in which
the SLA remedies
applied.
Each occurrence of
an SLA remedy
(check) that is not
issued within 60
calendar days
following the end of
the month in which
the remedy applied
will result in an
additional $50.00
payment for each
business day that
the check is not
issued.
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. The Contractor shall provide remote, seven (7) day, 24 hour access to the CA 9-1-1 Branch in order to track progress of the restoration of failures and to validate SLA calculations.
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Contractor’s Monthly Activity Report
Each month, Contractors shall provide the CA 9-1-1 Branch with a detailed report of the status of transactions made under this Contract using Appendix A, Statement of Work, Attachment 1, Contractor’s Monthly Activity Report. CalOES reserves the right to require the Contractor to modify the format and content of these reports no more than two (2) times during the Contract term at no cost.
The Contractor’s Monthly Activity Report shall include the fields listed below and shall be provided in the format shown below;
1) PSAPs Name – Name of the PSAPs that has been funded for the transaction; 2) CA 9-1-1 Branch Tracking Number – The Tracking Number provided by the CA 9-1-1 Branch for the transaction;
3) Status of the Installation – Reflects the status of the order at the end of the reporting period and shall include one (1) of the following status descriptions: Order Received, Delivered, Installed, Certificate of Readiness delivered, Acceptance Testing in progress, Accepted Awaiting Payment or Payment Received;
4) Scheduled Acceptance Start Date – The Acceptance Start Date as reflected on the SOW that has been approved by the CA 9-1-1 Branch;
5) Actual Acceptance Date – The date that the System Acceptance and Authorization Checklist is signed by an authorized representative of the PSAPs; 6) Order Value – The dollar amount of the SOW as approved by the CA 9-1-1 Branch. 9-1-1 CPE SYSTEM DELIVERABLES
The Contractor shall:
1) Provide the 9-1-1 CPE System Equipment;
2) Work with PSAP/s in following the User Instructions for ordering; 3) Deliver and provide all documents in electronic format unless a hardcopy is specifically requested by CalOES/CA 9-1-1 Branch;
4) Report all SLAs in accordance to SOW Section 1.19, Reporting Requirements; 5) Deliver all equipment necessary for the 9-1-1 CPE Stand-Alone Configuration or the HostRemote System;
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6) Deliver the system ready-for-use within 180 calendar days ARO as indicated on the PO and defined in SOW Section 1.9, Installation Date.
7) Perform and provide a site survey per SOW 1.9.2, Site Survey; 8) Provide documentation consisting of copies of all non-proprietary manuals and other printed materials, including updated versions, which are useful and necessary to the PSAP in its use of the equipment or software provided at prices listed in Exhibit 16, Cost Workbook and referenced in SOW Section 1.9.7, Documentation. 9) Provide transportation for shipments to and from the installation site per SOW Section
1.10.1, Transportation;
10) Perform the packing, unpacking and placement of equipment as defined in SOW Section1.10.2;
11) Deliver a police or fire report that relieves the PSAP of all risk due to loss or damage of equipment purchased under this Contract during periods of transportation, installation and during the entire time the equipment is in the possession of the Contractor. PSAP assumes responsibility for loss or damage to equipment after Formal Acceptance as detailed in SOW Section 1.10.3, Risk of Loss or Damage;
12) Make deliveries during the PSAP’s delivery hours per SOW Section 1.9.1, Restricted Delivery Hours;
13) Be responsible to provide the following required IWS wiring:
a. Install dedicated port jacks near the PSAP-owned Computer Aided Dispatch (CAD), logging recorder and third-party mapping equipment. b. Provide console jacks and cabling. The wiring runs that are to be provided must be terminated to patch panels in the telephone room of each PSAP.
A total of six (6) jacks must be terminated at each 9-1-1 IWS. Four (4) of the six (6) jacks will be wired to the Telecommunications Industry Association (TIA) / Electronic Industry Association (EIA) 568B standard.
The remaining two (2) cables must be connected to RJ-11 jacks. c. Ensure jacks are labeled clearly at each branch location; and the jack number must match the IWS number where it is located. For example: IWS one (1) must have jack number one (1) installed. The jacks themselves
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must be labeled A through F and correspond with the patch panel located in the equipment room or wiring closet. All termination blocks shall have a cover and labeled “9-1-1 ONLY”.
d. Reserve the jack that is labeled as "F", the RJ-11, for voice logger applications and will be terminated on a telephony style block. The jack that is labeled "E" is the RJ-11 that is reserved for telephony applications that will be required.
e. Install advanced cabling for Universal Serial Bus (USB) or High-Definition Multi-Media Interface (HDMI) will need to be specified by the PSAP if interfacing to associated equipment is special.
f. Have a surplus structured wiring available at each IWS for potential future applications.
14) Write a certificate of system readiness when the service is ready for acceptance testing per SOW Sections 1.9.3, Certification of Facility Readiness, and 1.9.4, Certification of Equipment Readiness;
15) Perform System Acceptance Testing to ensure that the system operates in substantial accord with the technical specifications, is adequate to perform as warranted by Contractor's response to the requirements of this Contract and evidences a satisfactory level of performance reliability, prior to its acceptance as defined in SOW Sections 1.11.2, System Acceptance Testing and 1.11.3, Acceptance Testing for Software (Other than Operating System Software);
16) Develop and submit an implementation schedule/project plan per SOW Section 1.14, Schedule/Project Plan; and
17) Perform maintenance service including parts, software support and labor per SOW Section 1.15 Maintenance.
ACCEPTANCE OF DELIVERABLES
It shall be in CalOES’s sole determination as to whether a deliverable has been successfully completed and acceptable to CalOES. Acceptance criteria shall consist of the following:
1) It shall be CalOES’s sole determination as to whether the tasks and deliverables identified in this Agreement have been successfully completed and are acceptable.
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2) The Contractor costs related to rework of unacceptable work products shall be costs of the Contractor, and shall not be billed to CalOES.
3) The Contractor shall meet all time-lines and deliverable dates, as agreed to in the Agreement.
TRAINING
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, at mutually agreeable times prior to or, with PSAP approval, during the acceptance testing period. Training for Equipment Installation Coordinators and Project Leaders will be conducted at the PSAP site unless an alternate site is mutually agreed to by the PSAP and the Contractor.
Training Plan
No more than 30 calendar days following Contract award, Contractors shall provide to the PSAP a detailed training plan describing their concept of the scope of training, the duration of initial training (in hours per student), and the training aids (including operating manuals) which are required to train Programmers, Telecommunicators, Support Staff and User Training Specialists in the operation of all hardware and software.
The Contractor shall provide training and training materials to ensure that Telecommunicators and System Administrators can proficiently use the 9-1-1 CPE system. The Contractor will provide the following at no additional cost to the PSAP or the CA 9-1-1 Branch:
1) A comprehensive training program that provides the Telecommunicators with the skills necessary to operate all the features of the 9-1-1 system; 2) Training at a time mutually agreed upon by the PSAP and the Contractor; 3) Instructors who have the technical skills, teaching skills and abilities necessary to instruct others how to use the equipment proficiently;
4) Train no more than six (6) Telecommunicators 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; 5) Provide at least two (2) fully operational IWSs with at least one (1) operational phone line for training purposes. Fully operational means features and user defined parameters are fully functional so all features can be realistically demonstrated during training. The two (2) IWSs used for training will also be used to complete the installation of all ordered IWSs.
Training IWSs may be temporarily installed in a training room at the installation facility.
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Temporary cabling to a training room will be provided upon request of the PSAP. Cost to cable temporary IWSs shall be at the hourly rate provided for MACs; 6) Contractor will compile a list of Telecommunicators who attended training, the date and time of the training and rate the proficiency of the Telecommunicators to use the equipment on a pass or fail basis. A copy of this information will be provided to the PSAP Manager; 7) In addition to the Telecommunicator training, the Contractor will provide Supervisor/System Administrator training, with no more than six (6) Supervisors/System Administrators per class. This training shall cover routine MACs accessible by a System Administrator, routine trouble shooting procedures and problem reporting procedures. Training for statistics report generation shall be provided no more than 30 calendar days following cutover. Training will also include an on-site instructor(s) for a period not to exceed 24 hours upon beginning of the system acceptance testing period. The purpose of the instructor(s) will be to assist PSAP personnel as needed after they begin using the new equipment. The instructor(s) can be on-site for the first 24 hour period of system acceptance testing or up to two (2) periods totaling not more than 24 hours during the first seven (7) calendar days of the system acceptance testing period;
8) Post-cutover training may be provided at an additional cost to the PSAP at the rate established by this Contract. Post-cutover training will be provided for no less than six (6) Telecommunicators or system administrators; and
9) Appropriate manuals and other materials must be provided to each participant in training.
Training materials shall become the property of the PSAP upon completion of the training.
Manuals of sufficient detail to successfully operate both the software system and the hardware system must be provided. Contractor shall document in the SOW the operation of all customer specified programming not specifically covered by the manufacturer user manuals.
Training on New or Substitute Equipment
If requested by the PSAP, training and documentation on new or substitute equipment shall be provided by the Contractor at no charge to the PSAP or the CA 9-1-1 Branch. The training shall provide an overview of the new or substitute equipment capabilities and operational procedures.
This additional training shall be provided by the Contractor at no additional charge in instances where equipment is upgraded and/or changed during the lifetime of the contract, provided that the equipment change includes a change in equipment operation. The CA 9-1-1 Branch reserves the right to make final determination in cases of disagreements that may arise under this section.
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ALTERATIONS AND ATTACHMENTS
1) With the written consent of the Contractor, while still enforcing the SLA’s, such consent not to be unreasonably withheld, the PSAPs may make alterations or install attachments to the equipment at the PSAP’s expense if, in the Contractor’s opinion, no safety hazard is thereby created. The PSAPs shall assume full liability for any damages and/or degradation of equipment performance attributable to such alteration or attachment. For example, firewall or workstation hardware.
2) If the alteration or attachment interferes with the normal and satisfactory maintenance of any of the equipment in such a manner as to render maintenance impractical, the PSAPs will, upon notice from the Contractor to that effect, remove the alteration or attachment and restore the equipment to its normal condition within 10 working days. 3) If an inspection by the Contractor is required to determine if the equipment or system remains practical to maintain or that no safety hazard has been created, the PSAPs shall be so notified and a mutually agreeable inspection date will be scheduled. Charges for such inspection shall be paid by the PSAPs, at the applicable rates from Exhibit 16 Cost Workbook, Tab 5, Labor Rates.
4) Repair of damage or increase in the Contractor’s service personnel time attributable to the alteration or attachment will be billed to the PSAPs at the Contractor’s rate provided in Exhibit 16 Cost Workbook, Tab 5, Labor Rates.
5) All reprogramming agreed to by the Contractor that is required to accommodate such alterations and/or attachments shall be implemented at the PSAPs expense.
PSAP RESPONSIBILITIES
1) The PSAP is responsible for the arrangements for provisioning of all telephone lines required for the Contractor’s system, including a line for remote maintenance. 2) The PSAPs will provide adequate storage space for spare parts, and adequate working space, including heat, light, ventilation, electrical current and outlets, for the use of the Contractor's maintenance personnel at the time maintenance is being performed. These facilities shall be within a reasonable distance of the equipment to be serviced and shall be provided at no charge to the Contractor.
3) 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. These specifications shall be in such detail as to ensure that equipment, if installed according to these specifications, shall operate efficiently from an environmental point of view and properly from a functional point of view. These modifications shall be in line with the floor plan of the Communications Operations Room.
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4) Subject to the PSAPs security regulations, the Contractor shall have full and free access to the equipment to provide service thereon. If persons other than Contractor representatives have performed maintenance or repair of equipment, and, as a result, further repair by Contractor is required, such further repairs will be made at Contractor's then applicable time and material rates, as shown in Exhibit 16, Cost Workbook. 5) The PSAP is responsible for providing DSL or other high speed internet connection. 6) The PSAPs shall maintain records and documentation associated with contractor.
STATE RESPONSIBILITIES
CalOES 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. This person will review the SOW and associated documents with the Contractor to ensure understanding of the responsibilities of both parties. CalOES designee shall:
1) Provide access to department staff and management, offices and operation areas, as required, to complete the tasks and activities defined under this Agreement. 2) Provide at least a minimum of 10 State business days for the timely review and approval of information and documentation provided by the Contractor to perform its obligations.
Performance
CalOES will be the sole judge of the acceptability of all work performed and all work products produced by the Contractor as a result of this SOW. Should the work performed or the products produced by the Contractor fail to meet CalOES conditions, requirements, specifications, guidelines, or other applicable standards, the following resolution process will be employed, except as superseded by other binding processes:
1) CalOES will notify the Contractor in writing within five (5) State business days after completion of each phase of service of all acceptance problems by identifying the specific inadequacies and/or failures in the services performed and/or the products produced by the Contractor.
2) The Contractor will, within five (5) State business days after initial problem notification, respond to CalOES 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
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Contractor to respond to CalOES’s initial problem notification within the required time limits may result in immediate termination of the Contract.
In the event of such termination, CalOES shall pay all amounts due the Contractor for all work accepted prior to termination.
3) CalOES will, within five (5) 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 CalOES rejects the explanation and/or plan, the Contractor will submit a revised corrective action plan within three (3) State business days of notification of rejection. Failure by the Contractor to respond to CalOES’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, CalOES shall pay all amounts due the Contractor for all work accepted prior to termination. 4) CalOES 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, CalOES shall pay all amounts due the Contractor for all work accepted prior to termination.
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 CalOES’s attention. Problems or issues shall normally be reported in regular status reports. There may be instances; however, where the severity of the problems justifies escalated reporting. To this extent, the Contractor will determine the level of severity and notify the appropriate State personnel. CalOES 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. CalOES personnel include, but are not limited to, the following:
First level: (Enter 1st level contact i.e. Project Manager) Second level: (Enter 2nd level contact i.e. Project Director) Third level: (Enter 3rd level contact i.e. Deputy Director)
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CANCELLATION
CalOES may exercise its option to terminate the Agreement at any time with 30 calendar days prior written notice. In the event of such termination, CalOES shall pay all amounts due the Contractor for all deliverables accepted prior to termination.
SUBCONTRACTOR AGREEMENT
1) The Contractor will act as Prime Contractor under this Agreement. In addition to identifying all personnel proposed to work under this Agreement, the Contractor shall also identify its subcontractor affiliation, as applicable. 2) CalOES reserves the right to approve all subcontractors prior to the performance of work by the subcontractor.
3) Nothing contained in this Agreement shall create a conceptual relationship between CalOES and subcontractors, and no subcontract shall relieve the Contractor of its responsibilities and obligations hereunder. The Contractor is fully responsible to CalOES for the acts and omissions of its subcontractors and of persons either directly or indirectly employed by them.
4) If a subcontractor is a California Certified Small Business and/or Disabled Veteran’s Business Enterprise (DVBE), then those amounts paid to certified subcontractors shall be identified on the Contractor’s invoice(s).
5) The Contractor’s obligation to pay its subcontractors is an independent obligation from CalOES’s obligation to make payments to the Contractor. As a result, CalOES shall have no obligation to pay or to enforce the payment of monies to a subcontractor..
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Appendix B
BUDGET DETAIL, INVOICING AND PAYMENT PROVISIONS
1) Contractors shall be limited to 12 months of back billing on all systems, services and functionality ordered under the Contract. Invoices presented more than 12 months after the formal acceptance of the system, service or functionality will not be considered valid and will not be paid.
2) Invoices shall be submitted as specified on the individual PO as submitted to the Contractor.
The Contractor shall render invoices for total monthly maintenance charges following the month for which the charges accrue. Invoices to the CA 9-1-1 Branch must include those items listed in the GSPD-401IT, Item #29 and may require additional information. Payment for goods or services rendered outside the original SOW of a PO (change orders) will require an amendment to the PO or a new PO.
3) Contractor shall provide individual invoices for each project under this Contract that shall include, at a minimum, the following fields:
a. Invoice Date
b. CA PSAP Name and Address
c. Tracking Number
d. Naming Convention (provided by CA 9-1-1 Branch)
e. System Installation Date
f. System Acceptance Date
g. Maintenance Start Date (after the one year warranty period) h. Cost (including equipment, installation, and training) i. Sales Tax
4) All invoices submitted to the CA 9-1-1 Branch as a result of a PO based on this Contract will be billed separately from other charges the Contractor may currently be billing. 5) The CA 9-1-1 Branch will provide naming conventions to the CA PSAP for site identification and all invoices will use the same naming convention.
6) Equipment accountability will be by model number, serial number and physical location. 7) The Contractor shall make every effort to reconcile incorrect invoices within 30 calendar days from notification by the CA PSAP or CA 9-1-1 Branch of the discrepancy. The CA PSAP or CA 9-1-1 Branch may withhold payments of all invoices issued as a result of this Contract until the discrepancies have been corrected.
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8) . It shall be PSAP’s sole determination as to whether all equipment has been successfully installed and accepted. Signed acceptance is required from the PSAP before processing an invoice for payment.
9) Upon acceptance of each deliverable, the Contractor will submit an invoice for payment associated with the individual payment amounts. Payment shall not exceed the Cost Worksheet.
10) For Equipment, invoices shall be submitted in triplicateincluding costs charged for each Line Item’s Equipment Unit Price.
11) For Monthly Maintenance, invoices shall be submitted in triplicate, monthly in arrears, identifying the PSAP, Contractor and equipment information., 12) The Contractor costs related to items such as travel and per diem are costs of the Contractor, shall be inclusive of the hourly rate bid, and will not be paid separately as part of this Agreement.
13) Submit invoices with reference to the Contract number to:
California Governor’s Office of Emergency Services
Attention: CA 9-1-1 Branch - MS 911
601 Sequoia Pacific Blvd
Sacramento CA 95811
14) It is mutually agreed that if the Budget Act of the current year and/or any subsequent years covered under this Agreement does not appropriate sufficient funds for the program, this Agreement shall be of no further force and effect. In this event, CalOES shall have no liability to pay any funds whatsoever to the Contractor or to furnish any other considerations under this Agreement and Contractor shall not be obligated to perform any provisions of this Agreement.
15) If funding for any fiscal year is reduced or deleted by the Budget Act for purposes of this program, CalOES shall have the option to either cancel this Contract with no liability occurring to CalOES, or offer a Contract amendment to the Contractor to reflect the reduced amount. 16) 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.
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SOW ATTACHMENT 1.0: CONTRACTOR’S MONTHLY ACTIVITY REPORT
Contractor’s Name:
Contact Name:
Contact Telephone Number:
Contact e-mail address:
Reporting Month/Year
PSAP Name
CA 9-1-1
Branch
Tracking
number
Status of
Installation1
Scheduled
Acceptance
Start Date2
Actual
Acceptance
Date3
Order
Value4
DVBE
Participation Notes
1 Status of Installation shall reflect the status of the order at the end of the reporting period and shall include one of the following status descriptions: Order Received, Delivered, Installed, Certificate of Readiness delivered, and Acceptance Testing in progress, Accepted Awaiting Payment or Payment Received.
2 Mutually agreed upon date between Contractor and PSAP that the system acceptance period of two-hundred-forty (240) continuous hours can begin in accordance with Section 1.11.1. 3 Date that the 9-1-1 System Acceptance form is signed by the PSAP responsible party. 4 The dollar value of the transaction as approved by the CA 9-1-1 Branch.
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SOW ATTACHMENT 2.0: CONTRACTOR’S MONTHLY SERVICE LEVEL AGREEMENT (SLA) COMPLIANCE REPORT TURN-KEY 9-1-1 CPE SYSTEM
Contractor’s Name Contact Name
Contact Telephone Number
Contact e-mail address
Reporting Month/Year
Provisioning SLAs
PSAP Name
CA 9-1-1 Branch
Tracking number
Scheduled
Acceptance Start
Date
Actual Acceptance
Date
Rights and
Remedies
Time to Repair and Availability SLAs
PSAP
Name
Trouble
Ticket
Number
Equipment
Type
Type of
Failure
Brief
Restoration
Description
Alarm/Ticket
Open Date
and Time
Problem
Resolution
Date and
Time
Total StopClock
Duration
Outage
Duration
Applicable
SLA
Rights and
Remedies
Administrative SLAs
Requirement Scheduled Due
Date
Actual Delivery
Date Applicable Remedy
Monthly Activity Report
SLA Compliance Report
SLA Remedy Delivery
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SOW ATTACHMENT 2.1: CONTRACTOR’S MONTHLY SERVICE LEVEL AGREEMENT (SLA) COMPLIANCE REPORT 9-1-1 CPE HOST-REMOTE SYSTEM
Contractor’s Name Contact Name
Contact Telephone Number
Contact e-mail address
Reporting Month/Year
Provisioning SLAs
PSAP Name
CA 9-1-1 Branch
Tracking number
Scheduled
Acceptance Start
Date
Actual Acceptance
Date
Rights and
Remedies
Time to Repair and Availability SLAs
PSAP
Name
Trouble
Ticket
Number
Equipment
Type
Type of
Failure
Brief
Restoration
Description
Alarm/Ticket
Open Date
and Time
Problem
Resolution
Date and
Time
Total StopClock
Duration
Outage
Duration
Applicable
SLA
Rights and
Remedies
Administrative SLAs
Requirement Scheduled Due
Date
Actual Delivery
Date Applicable Remedy
Monthly Activity Report
SLA Compliance Report
SLA Remedy Delivery
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SOW ATTACHMENT 3.0: CONTRACTOR’S SAMPLE STATEMENT OF WORK TURN-KEY 9-1-1 CPE SYSTEM FORMAT
The sample SOW provided below is preferred by the CA 9-1-1 Branch. Based upon past experience, this format provides all of the required information in a format that is most expeditiously processed by the CA 9-1-1 Branch.
A. Cover Page (should include the following)
1. Contractor Name
2. PSAP Name
3. Project name (example Turn-key 9-1-1 CPE System for ABC City) B. Table of Contents
1. Include all of the major categories and subcategories C. Body
1. Overview
a. An overall statement about the purpose of the SOW and scope of the project; b. A list of the equipment, software and maintenance to be provided (workstation, back room, MIS, etc.) including quantities, individual prices and extended prices;
c. A description of the existing equipment that will be reused; d. A description of the equipment that is to be provided by the PSAP; e. 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;
f. Any other general issues.
2. Design
a. System overview including a description of the network configuration and interfaces, ALI connections, gateways, UPS, logging recorders, interfaces to other equipment and any other pertinent system element; b. Description of the network elements to be connected to the system including 9-1-1 trunks, 10-digit emergency lines, administration lines, ring-down lines, remote maintenance lines and any other network connections that will be configured in the system;
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c. A description of the how the system programming will be initially accomplished and how it will be maintained on an ongoing basis;
d. Integration Requirements to other equipment such as CAD, radio, and clock syncing equipment;
e. Building modifications that the PSAP will have to make to accommodate the new or updated system.
3. Change Requests
a. A description of how changes to the SOW will be managed by the State and the Contractor including identifying the authorized representatives that can approve changes and the specific process that will be followed to approve changes.
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 and Authorization Checklist;
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’s responsibilities;
b. Identified responsibilities of others;
c. CA 9-1-1 Branch responsibilities.
7. Revised PSAP Profile (with a copy to the CA 9-1-1 Branch MIS Statewide provider);
8. Installation Schedule
a. List of key dates beginning with the funding approval date from the CA 9-1-1 Branch;
b. Include equipment order date, delivery date, site readiness by PSAP date, programming freeze date, beginning of installation date, system in-service date, anticipated PSAP acceptance date and any other dates pertinent to the success of the project.
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9. Warranty Provisions
a. Acknowledgement of the terms of the warranty provisions of the Contract.
10. Maintenance Plan
a. Remote maintenance processes;
b. Description of how preventive maintenance will be provided; c. Description of how remedial maintenance will be provided, including response times for major and minor outages;
d. Description of the Minimum level of technical expertise that the maintenance technicians will have;
e. Contact numbers to report trouble and the hours of availability for the contact center;
f. A description of what is not covered in the maintenance plan and how those situations will be handled by the Contractor.
11. Training
a. A Training Plan that includes the following:
b. A description of the training that will be provided to the PSAP management staff, Telecommunicators and PSAP technical support personnel; c. Description of the user manuals that will be provided by the Contractor; d. Description of the technical service manuals that will be provided by the Contractor.
12. SOW Approval
a. A sign-off page for the authorized PSAP representative to acknowledge concurrence with the content of the SOW.
13. Appendices
i. Site Certification Document
The document that describes the building and environmental changes that the PSAP must make to accommodate the new or updated system; ii. Floor Plan
Diagrams of the room where the workstations will be installed and the telephone facilities room at the PSAP;
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iii. Pricing and Terms
A copy of the detailed quote from the Contractor for the project that includes specific part numbers from the multiple award contract, quantities, and maintenance costs;
iv. 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; v. Systems Acceptance and Authorization Checklist
A copy of the System Acceptance and Authorization Checklist (SOW Attachment 4.0) to be completed and signed by the authorized PSAP representative upon acceptance. The executed form will be provided to the CA 9-1-1 Branch as documentation of system acceptance and beginning of the warranty period for the system.
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SOW ATTACHMENT 3.1: CONTRACTOR’S SAMPLE STATEMENT OF WORK 9-1-1
CPE HOST-REMOTE SYSTEM FORMAT
The sample SOW provided below is preferred by the CA 9-1-1 Branch. Based upon past experience, this format provides all of the required information in a format that is most expeditiously processed by the CA 9-1-1 Branch.
A. Cover Page (should include the following)
1. Contractor Name
2. PSAP Name
3. Project name (example 9-1-1 CPE Host-Remote System ABC County) B. Table of Contents
1. Include all of the major categories and subcategories C. Body
1. Overview
a. An overall statement about the purpose of the SOW and scope of the project; b. A list of the equipment, software and maintenance to be provided (workstation, back room, MIS, etc.) including quantities, individual prices and extended prices;
c. A description of the existing equipment that will be reused; d. A description of the equipment that is to be provided by the PSAP; e. 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;
f. Any other general issues.
2. Design
a. System overview including a description of the network configuration and interfaces, ALI connections, gateways, UPS, logging recorders, interfaces to other equipment and any other pertinent system element; b. Description of the network elements to be connected to the system including 9-1-1 trunks, 10-digit emergency lines, administration lines, ring-down lines, remote maintenance lines and any other network connections that will be configured in the system;
c. A description of the how the system programming will be initially accomplished and how it will be maintained on an ongoing basis;
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d. Integration Requirements to other equipment such as CAD, radio, and clock syncing equipment;
e. Building modifications that the PSAP will have to make to accommodate the new or updated system.
3. Change Requests
a. A description of how changes to the SOW will be managed by the PSAP and the Contractor including identifying the authorized representatives that can approve changes and the specific process that will be followed to approve changes.
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 and Authorization Checklist;
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’s responsibilities;
b. PSAP responsibilities including a pre-installation checklist; c. CA 9-1-1 Branch responsibilities.
7. Revised PSAP Profile (with a copy to the CA 9-1-1 Branch MIS statewide provider);
8. Installation Schedule
a. List of key dates beginning with the funding approval date from the CA 9-1-1 Branch;
b. Include equipment order date, delivery date, site readiness by PSAP date, programming freeze date, beginning of installation date, system in-service date, anticipated PSAP acceptance date and any other dates pertinent to the success of the project.
9. Warranty Provisions
a. Acknowledgement of the terms of the warranty provisions of the Contract.
10. Maintenance Plan
a. On-site and remote maintenance processes;
b. Description of how preventive maintenance will be provided;
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c. Description of how remedial maintenance will be provided, including response times for major and minor outages;
d. Description of the Minimum level of technical expertise that the maintenance technicians will have;
e. Contact numbers to report trouble and the hours of availability for the contact center;
f. A description of what is not covered in the maintenance plan and how those situations will be handled by the Contractor.
11. Training
a. A Training Plan that includes the following:
b. A description of the training that will be provided to the PSAP management staff,
Telecommunicators and PSAP technical support personnel; c. Description of the user manuals that will be provided by the Contractor; d. Description of the technical service manuals that will be provided by the Contractor.
12. SOW Approval
a. A sign-off page for the authorized PSAP representative to acknowledge concurrence with the content of the SOW.
13. Appendices
i. Site Certification Document
The document that describes the building and environmental changes that the PSAP must make to accommodate the new or updated system; ii. Floor Plan
Diagrams of the room where the workstations will be installed and the telephone facilities room at the PSAP;
iii. Pricing and Terms
A copy of the detailed quote from the Contractor for the project that includes specific part numbers from the multiple award contract, quantities, and maintenance costs;
iv. 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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v. Systems Acceptance and Authorization Checklist
A copy of the System Acceptance and Authorization Checklist (SOW Attachment 4.1) to be completed and signed by the authorized PSAP representative upon acceptance. The executed form will be provided to the CA 9-1-1 Branch as documentation of system acceptance and beginning of the warranty period for the system.
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SOW ATTACHMENT 4.0: TURN-KEY 9-1-1 CPE SYSTEM ACCEPTANCE AND
AUTHORIZATION CHECKLIST
The attached System Acceptance and Authorization Checklist will be used to validate that all of the equipment, software and functionality has been provided by the Contractor, is properly installed and operates in accordance with the terms and conditions of this multiple award contract.
Requirement
# Title Pass Fail If Requirement Fails Describe Corrective Action To be provided by CalOES after award.
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Requirement
# Title Pass Fail If Requirement Fails Describe Corrective Action
Minor Discrepancies:
_____________________________________________________________________________________________ _____________________________________________________________________________________________ ____________________________________________________________________________ Tracking #: ________ Approved TD-288 Amount: $______________ As the authorized representative of:
__________________________________________ (PSAP name),
I hereby acknowledge receipt, installation and satisfactory performance of the service and/or equipment. If minor discrepancies exist, but do not keep the equipment from performing in accordance with the contracted terms and conditions, these discrepancies are noted above.
AUTHORIZED BY:
_______________________________________ _____________________________ Signature Date
_______________________________________ _____________________________ Printed/Typed Name Title
IMMEDIATELY AFTER ACCEPTANCE:
Submit the original TD-284, signed by the PSAP authorized representative to the Contractor and submit a copy to the CA 9-1-1 Branch
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SOW ATTACHMENT 4.1: 9-1-1 CPE HOST-REMOTE SYSTEM ACCEPTANCE AND
AUTHORIZATION CHECKLIST
The attached System Acceptance and Authorization Checklist will be used to validate that all of the equipment, software and functionality has been provided by the Contractor, is properly installed and operates in accordance with the terms and conditions of this multiple award contract.
Requirement # Title Pass Fail If Requirement Fails
Describe Corrective Action
To be provided by CalOES after
award.
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Minor Discrepancies:
____________________________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________________ Tracking #: ________ Approved TD-288 Amount: $______________ As the authorized representative of:
__________________________________________ (PSAP name), I hereby acknowledge receipt, installation and satisfactory performance of the service and/or equipment. If minor discrepancies exist, but do not keep the equipment from performing in accordance with the contracted terms and conditions, these discrepancies are noted above.
AUTHORIZED BY:
_______________________________________ _____________________________ Signature Date
_______________________________________ _____________________________ Printed/Typed Name Title
IMMEDIATELY AFTER ACCEPTANCE:
Submit the original TD-284, signed by the PSAP authorized representative to the Contractor and submit a copy to the CA 9-1-1 Branch
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SOW ATTACHMENT 5.0 REQUIRED CALL DETAIL RECORD (CDR) ELEMENTS The following CDR elements must be provided by the Contractor’s 9‐1‐1 CPE no more than six (6) seconds following the completion of the call (trunk release) following standards defined in NENA Technical Information Document on XML namespaces, NENA 02‐503 Issue 1, and the current NENA schema which at the time of release of this IFB is 4.3.1 The example below demonstrates the format and data elements for CDR information. Following the data elements is a table providing type of data expected and definitions for the elements. Data shown in the sample below is for demonstration purposes.
SAMPLE XML FORMAT:<?xml version="1.0" encoding="UTF‐8"?> <!‐‐ edited with XMLSpy v2016 rel. 2 sp1 (x64) (http://www.altova.com) ‐‐> <xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema"> <xs:annotation>
<xs:documentation>California Schema for Call Detail Records (CDR) requirements and CA Required Automatic Location Information (ALI) payload</xs:documentation>
</xs:annotation><xs:element name="CACallDetailRecord">
<xs:complexType>
<xs:sequence>
<xs:element name="SequenceNumber" type="xs:unsignedLong"/> <xs:element name="PSAPName" type="xs:string"/>
<xs:element name="AgencyType" type="xs:string"/>
<xs:simpleType>
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<xs:restriction base="xs:string">
<xs:enumeration value="Primary"/>
<xs:enumeration value="Secondary"/>
</xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="AgencyAffiliation" block="restriction"/> <xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="CalFire"/><xs:enumeration value="CHP"/><xs:enumeration value="Consolidated"/><xs:enumeration value="Fire"/><xs:enumeration value="Medical"/><xs:enumeration value="Military"/><xs:enumeration value="Police"/><xs:enumeration value="Sheriff"/><xs:enumeration value="University"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="FCCID" type="xs:unsignedInt"/>
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<xs:element name="ANI" type="xs:unsignedLong"/>
<xs:element name="TN" type="xs:unsignedLong"/>
<xs:element name="TimeZoneOffset" type="xs:string"/><xs:element name="RouteInformation"> <xs:complexType>
<xs:sequence>
<xs:element name="TransportType" type="xs:string"/>
<xs:element name="RouteName" type="xs:string"/><xs:element name="LineNumber" type="xs:string"/> <xs:element name="NetworkProvider" type="xs:string"/><xs:element name="SignallingType" type="xs:string"/><xs:element name="Non911"> <xs:complexType>
<xs:sequence>
<xs:element name="IsOutbound" type="xs:boolean"/>
<xs:element name="IsEmergency" type="xs:boolean"/><xs:element name="IsRingback" type="xs:boolean"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="IsTDDTTY" type="xs:boolean"/><xs:element name="MediaType" block="restriction">
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<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="VOICE"/>
<xs:enumeration value="TDDTTY"/><xs:enumeration value="SMS"/><xs:enumeration value="MMS"/> <xs:enumeration value="VIDEO"/><xs:enumeration value="APP"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="Conversation" type="xs:string" minOccurs="0"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="CallEvents">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="1">
<xs:element name="TrunkSeizure">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/>
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<xs:element name="DateTime" type="xs:dateTime"/><xs:element name="SipDetails"> <xs:complexType>
<xs:sequence>
<xs:element name="SipType" type="xs:string"/><xs:element name="SipId" type="xs:unsignedInt"/><xs:element name="SourceIP" type="xs:string"/> <xs:element name="DestinationIp" type="xs:string"/><xs:element name="RawSipMessage"type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="SetUp">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/>
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</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Ring">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort" minOccurs="1" maxOccurs="1"/>
<xs:element name="DateTimeStart" type="xs:dateTime" minOccurs="1" maxOccurs="1"/>
<xs:element name="DateTimeEnd" type="xs:dateTime" minOccurs="1" maxOccurs="1"/>
<xs:element name="Position" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="OperatorId" type="xs:string" minOccurs="1"maxOccurs="1"/> <xs:element name="OperatorName" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="OperatorRole" type="xs:string" minOccurs="1" maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Queue">
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<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="QueueName" type="xs:string"/> <xs:element name="QueueNumber" type="xs:string"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="WelcomeMessage">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="InitialAnswer">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
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<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="StationConnect">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element>
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<xs:element name="Transfer">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/><xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeConnected" type="xs:dateTime"/><xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="DialedDigits" type="xs:string"/> <xs:element name="QuickDialLabel" type="xs:string"/>
<xs:element name="TransferType" block="restriction">
<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="Internal"/><xs:enumeration value="External"/> </xs:restriction>
</xs:simpleType>
</xs:element>
</xs:sequence>
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</xs:complexType>
</xs:element><xs:element name="Conference">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/><xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeConnected" type="xs:dateTime"/><xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="DialedDigits" type="xs:string"/> <xs:element name="QuickDialLabel" type="xs:string"/>
<xs:element name="ConferenceType" type="xs:string"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Mute">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
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<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Hold">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/> <xs:element name="OperatorId" type="xs:string"/>
<xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
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</xs:element><xs:element name="Park">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="AbandonedCall">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/> <xs:element name="DateTime" type="xs:dateTime"/>
</xs:sequence>
</xs:complexType>
</xs:element>
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<xs:element name="DisconnectTime">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="DisconnectedBy" block="restriction">
<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="Caller"/><xs:enumeration value="Operator"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="TrunkReleaseTime">
<xs:complexType>
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<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Finished">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/> </xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="CARequiredRawALI">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element name="RAWALI" type="xs:string" minOccurs="0" maxOccurs="unbounded"/> </xs:sequence>
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</xs:complexType>
</xs:element><xs:element name="SystemEvents">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed">
<xs:element name="HourlyControllerTimeStamp">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="OperatorLogin">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
<xs:element name="Position" type="xs:string" />
<xs:element name="OperatorId" type="xs:string" /><xs:element name="OperatorName" type="xs:string" /> <xs:element name="OperatorRole" type="xs:string" />
<xs:element name="QueueName" type="xs:string" /><xs:element name="QueueNumber" type="xs:string" />
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</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="OperatorLogout">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
<xs:element name="Position" type="xs:string" /><xs:element name="OperatorId" type="xs:string" /><xs:element name="OperatorName" type="xs:string" /> <xs:element name="OperatorRole" type="xs:string" />
<xs:element name="QueueName" type="xs:string" /><xs:element name="QueueNumber" type="xs:string" /> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="OperatorStatusChange">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
<xs:element name="Position" type="xs:string" />
<xs:element name="OperatorId" type="xs:string" />
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<xs:element name="OperatorName" type="xs:string" />
<xs:element name="OperatorRole" type="xs:string" />
<xs:element name="QueueName" type="xs:string" />
<xs:element name="QueueNumber" type="xs:string" />
<xs:element name="Status" block="restriction">
<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="Ready"/><xs:enumeration value="NotReady"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="ReasonCode" type="xs:string" /> </xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
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SOW ATTACHMENT 6.0: CALL DATA RECORD FORMAT
The CACallDetailRecord is the root element name for the California XML Schema for 9‐1‐1 call detail records.
Root element Level 1 Level 2 Level 3 Level 4 Data Format Data DefinitionCACallDetailRecord ‐ ‐ ‐ ‐ n/a The root element of the call detail record schema.
The following sub‐levels are the children and sub‐elements from the root element.
Level 1 Level 2 Level 3 Level 4 Data Format Data Definition SequenceNumber ‐ ‐ ‐ unsignedLong A positive number from 0 to 32 or 64 bits in length number. This is assigned to each CDR in sequential order to detect if any calls were skipped or duplicated. No reset of this number is allowed PSAPName ‐ ‐ ‐ string The name of the PSAP according to the FCC PSAP RegistryAgencyType ‐ ‐ ‐ enumeration Defines the PSAP using only the following string values “Primary” or “Secondary”
AgencyAffiliation ‐ ‐ ‐ enumeration Defines the PSAP’s affiliation type using only the following string values: CalFire, CHP, Consolidated, Fire, Medical, Military, Police, Sheriff, University
FCCID ‐ ‐ ‐ unsignedInt The unsigned positive number identified as a 6 to 8 digit integer from the FCC PSAP Registry
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition ANI ‐ ‐ ‐ unsignedLong The 10 digit automatic number identifier of the caller, with no hyphens
TN ‐ ‐ ‐ unsignedLong The telephone number of the caller with no hyphens or the number dialed by the call taker on an outbound call
TimeZoneOffset ‐ ‐ ‐ string The time offset from Universal Time Coordinate (UTC).
Off daylight savings time this would be ‐08:00 and on daylight savings time this would be ‐07:00.
RouteInformation ‐ ‐ ‐ n/a Denotes the route information of the call with the following 9 sub elements at level 2.
RouteInformation TransportType ‐ ‐ string Denotes the ingress network Transport type, as identified by the call handling system, such as: CAMA, T1
RouteInformation RouteName ‐ ‐ string Identifier of the type of call, such as: 911, Admin, Ring DownRouteInformation LineNumber ‐ ‐ string The numeric identified of the trunk/line the call comes in from (by Selective Router and trunk billing number preferred for 911 trunks) RouteInformation NetworkProvider ‐ ‐ string Service provider of the routing network (ATT, Frontier, West, ComTech, etc.)
RouteInformation SignallingType ‐ ‐ string Identify if call is coming by SS7, SIP, SMS, MPLSRouteInformation Non911 IsOutbound ‐ boolean TRUE/FALSE Identifies if the non911 call is outbound or not
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition RouteInformation Non911 IsEmergency ‐ boolean TRUE/FALSE Identifies if the non911 call came on 10‐digit emergency lines or not
RouteInformation Non911 IsRingback ‐ boolean TRUE/FALSE Identifies if the non911 call is an abandoned call ringback or not
RouteInformation IsTDDTTY ‐ ‐ boolean TRUE/FALSE Identifies if the call is a TDDTTY call or notRouteInformation MediaType ‐ ‐ enumeration Defines the call media type using only the following string values:
VOICE, TDDTTY, SMS, MMS, VIDEO, APP
RouteInformation Conversation ‐ ‐ string The contents of the conversation for media types that contain a written conversation, such as TDDTTY and SMS
CallEvents ‐ ‐ ‐ n/a Denotes the call events of the call with the following 9 sub elements at level 2.
CallEvents TrunkSeizure ‐ ‐ n/a The details of the time when the call is received at the Controller and the trunk is seized.
CallEvents TrunkSeizure EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents TrunkSeizure DateTime ‐ dateTime Date and time of the eventCallEvents TrunkSeizure SipDetails ‐ string SIP details as defined by the 5 sub elements belowCallEvents TrunkSeizure SipDetails SipType string The media type of the SIP message bodyCallEvents TrunkSeizure SipDetails SipId unsignedInt SIP Message‐ID unique identifier within the header
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents TrunkSeizure SipDetails SourceIP string The IP address of IPv4 or Ipv6CallEvents TrunkSeizure SipDetails DestinationIP string The IP address of IPv4 or Ipv6CallEvents TrunkSeizure SipDetails RawSipMessage string The raw SIP messageCallEvents SetUp ‐ ‐ ‐ The details of the time when the call is in the controller being set up for delivery to the call taker or queue
CallEvents SetUp EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents SetUp DateTimeStart ‐ dateTime Date and time of the event startCallEvents SetUp DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Ring ‐ ‐ ‐ The details related to the call when the call is ringing/presented at the call taker’s position
CallEvents Ring EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Ring DateTimeStart ‐ dateTime Date and time of the event startCallEvents Ring DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Ring Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Ring OperatorId ‐ string The name or number id of the call taker operator who is signed on
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Ring OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Ring OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Queue ‐ ‐ ‐ The details related to the call when in/out of queueCallEvents Queue EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Queue DateTimeStart ‐ dateTime Date and time of the event startCallEvents Queue DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Queue QueueName ‐ string The name of the queue such as 911, Admin, SpanishCallEvents Queue QueueNumber ‐ string The assigned queue numberCallEvents WelcomeMessage ‐ ‐ ‐ The details related to the time that the call is treated with an introductory message
CallEvents WelcomeMessage EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents WelcomeMessage DateTimeStart ‐ dateTime Date and time of the event startCallEvents WelcomeMessage DateTimeEnd ‐ dateTime Date and time of the event end
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents InitialAnswer ‐ ‐ ‐ The details related to the time at which the call taker answers the call
CallEvents InitialAnswer EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents InitialAnswer DateTime ‐ dateTime Date and time of the eventCallEvents InitialAnswer Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents InitialAnswer OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents InitialAnswer OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents InitialAnswer OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents StationConnect ‐ ‐ ‐ The details related to the time at which an intelligent workstation (within the CPE system) connects to a call
CallEvents StationConnect EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents StationConnect DateTimeStart ‐ dateTime Date and time of the event startCallEvents StationConnect DateTimeEnd ‐ dateTime Date and time of the event endCallEvents StationConnect Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents StationConnect OperatorId ‐ string The name or number id of the call taker operator who is signed on
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents StationConnect OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents StationConnect OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Transfer ‐ ‐ ‐ The details related to a call transferCallEvents Transfer EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Transfer DateTimeStart ‐ dateTime Date and time of the event startCallEvents Transfer DateTimeConnected ‐ dateTime Date and time when the call is connected to the transfer to partyCallEvents Transfer DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Transfer Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Transfer OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Transfer OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Transfer OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Transfer DialedDigits ‐ string Flash hook or similar transfer indicator with * code, transfer number, or 10 digit dialed number
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Transfer QuickDialLabel ‐ string The name of the entity associated with the dialed digits (i.e. PSAP, external emergency resource)
CallEvents Transfer TransferType ‐ enumeration Defines the call transfer type using only the following string values:
Internal, External
CallEvents Conference ‐ ‐ ‐ The details related to a conference sessionCallEvents Conference EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Conference DateTimeStart ‐ dateTime Date and time of the event startCallEvents Conference DateTimeConnected ‐ dateTime Date and time when the call is connected to the transfer to partyCallEvents Conference DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Conference Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Conference OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Conference OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Conference OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Conference DialedDigits ‐ string Dialed digits or number being conferencedCallEvents Conference QuickDialLabel ‐ string The name of the entity associated with the dialed digits (i.e. station number)
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Conference ConferenceType ‐ string Defines the call conference type such as external (outside the CPE system), internal (within the CPE system), etc.
CallEvents Mute ‐ ‐ ‐ The details related to a call that is placed on muteCallEvents Mute EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Mute DateTimeStart ‐ dateTime Date and time of the event startCallEvents Mute DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Mute Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Mute OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Mute OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Mute OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Hold ‐ ‐ ‐ The details related to a call that is placed on HoldCallEvents Hold EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Hold DateTimeStart ‐ dateTime Date and time of the event startCallEvents Hold DateTimeEnd ‐ dateTime Date and time of the event end
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Hold Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Hold OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Hold OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Hold OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Park ‐ ‐ ‐ The details related to a call that is placed on HoldCallEvents Park EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Park DateTimeStart ‐ dateTime Date and time of the event startCallEvents Park DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Park Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Park OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Park OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Park OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents AbandonedCall ‐ ‐ ‐ Any call in which the caller hangs up prior to their call being answered by a PSAP call taker. Callers who hang up after their call has been treated by an ACD or placed into queue, but prior to their call being answered by a call taker, shall be counted as an abandoned call. This is the time at which the caller abandons the call prior to being answered by the call taker, including the time at which a call enters an abandoned call queue or list, if applicable.
CallEvents AbandonedCall EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents AbandonedCall DateTime ‐ dateTime Date and time of the eventCallEvents DisconnectTime ‐ ‐ ‐ The time at which the call taker or the caller disconnects from the call. There may be multiple disconnect times for different call takers for the same event number.
CallEvents DisconnectTime DisconnectedBy ‐ enumeration Defines the call transfer type using only the following string values:
Internal, External
CallEvents DisconnectTime EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents DisconnectTime DateTime ‐ dateTime Date and time of the eventCallEvents DisconnectTime Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents DisconnectTime OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents DisconnectTime OperatorName ‐ string The name or number id of the call taker operator who is signed on
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents DisconnectTime OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents TrunkReleaseTime ‐ ‐ ‐ The time at which the line is released and available for the next call.
CallEvents TrunkReleaseTime EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents TrunkReleaseTime DateTime ‐ dateTime Date and time of the eventCallEvents Finished ‐ ‐ ‐ The time at which the call data processing concludes within the call handling system
CallEvents Finished EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Finished DateTime ‐ dateTime Date and time of the eventCARequiredRawALI ‐ ‐ n/a Denotes the California Required Automatic Location Information of the call with the following sub element at level 2. Must comply with California Format 04 ALI Display Standards, including future updates or revisions.
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December 5, 2016 Section 2, Page 103 of 106
Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CARequiredRawALI RAWALI ‐ ‐ string The ALI dump out of the call handling system as received from the ALI provider. Must comply with California Format 04 ALI Display Standards, including future updates or revisions. Minimum occurrence of 0 and maximum occurrence is unbounded. Must be provided for the initial ALI bid, the final ALI bid, and each rebid for all calls where ALI is applicable.
SystemEvents ‐ ‐ ‐ n/a Denotes the system events of the CPE with the following 4 sub elements at level 2.
SystemEvents HourlyControllerTimeS
tamp
‐ ‐ ‐ The mandatory hourly time stamp generated by the call handling system controller
SystemEvents HourlyControllerTimeS
tamp
DateTime ‐ dateTime Date and time of the event
SystemEvents OperatorLogin ‐ ‐ ‐ The details related to the call taker when logging in to the CPE system
SystemEvents OperatorLogin DateTime ‐ dateTime Date and time of the eventSystemEvents OperatorLogin Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999SystemEvents OperatorLogin OperatorId ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorLogin OperatorName ‐ string The name or number id of the call taker operator who is signed on
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December 5, 2016 Section 2, Page 104 of 106
Level 1 Level 2 Level 3 Level 4 Data Format Data Definition SystemEvents OperatorLogin OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
SystemEvents OperatorLogin QueueName ‐ string The name of the queue such as 911, Admin, SpanishSystemEvents OperatorLogin QueueNumber ‐ string The assigned queue numberSystemEvents OperatorLogout ‐ ‐ ‐ The details related to the call taker when logging out of the CPE system
SystemEvents OperatorLogout DateTime ‐ dateTime Date and time of the eventSystemEvents OperatorLogout Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999SystemEvents OperatorLogout OperatorId ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorLogout OperatorName ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorLogout OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
SystemEvents OperatorLogout QueueName ‐ string The name of the queue such as 911, Admin, SpanishSystemEvents OperatorLogout QueueNumber ‐ string The assigned queue numberSystemEvents OperatorStatusChange ‐ ‐ ‐ The details related to the call taker when the status of that call taker changes from one state to another
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December 5, 2016 Section 2, Page 105 of 106
Level 1 Level 2 Level 3 Level 4 Data Format Data Definition SystemEvents OperatorStatusChange DateTime ‐ dateTime Date and time of the eventSystemEvents OperatorStatusChange Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999SystemEvents OperatorStatusChange OperatorId ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorStatusChange OperatorName ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorStatusChange OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
SystemEvents OperatorStatusChange QueueName ‐ string The name of the queue such as 911, Admin, SpanishSystemEvents OperatorStatusChange QueueNumber ‐ string The assigned queue numberSystemEvents OperatorStatusChange Status ‐ enumeration Defines the call taker status using only the following string values:
Ready, NotReady
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This Page Intentionally Left Blank.
DATE: 07/02/2025
TO: Honorable Mayor and City Council Members
FROM: Finance Department
2025-286
REQUEST FOR CITY COUNCIL ACTION
SUBJECT:
APPROVAL OF CHANGE ORDER INCREASE OF $50,000 TO THE PURCHASE ORDER B250194 WITH STAPLES ADVANTAGE FOR THE PURCHASE OF OFFICE
SUPPLIES AND RELATED MATERIALS
EXECUTIVE SUMMARY:
This report requests the City Council to approve a $50,000 change order to Fiscal Year (FY) 2025 Purchase Order B250194 with Staples Advantage for office supplies and related materials.
RECOMMENDED ACTION:
That the City Council:
a. Approve a change order in the amount of $50,000 to the FY 2025 purchase order B250194 with Staples Advantage.
b. Authorize the City Manager, or his designee, to issue a change order to the FY 2025 purchase order B250194 with Staples Advantage in the amount of $50,000 for a total amount of $150,000.
BACKGROUND & HISTORY:
Since Fiscal Year 2012, the City has purchased office supplies and related materials from Staples, utilizing various competitively sourced cooperative purchasing agreements awarded to this vendor. Currently, the City is using the Sourcewell contract 091423-SCC.
ANALYSIS:
Due to increased department purchases, the total purchase order amount with Staples Advantage must be increased from $100,000 to $150,000.
FINANCIAL IMPACT:
Funding for the recommended actions is available in the Fiscal Year 2025 operating budgets.
ENVIRONMENTAL ANALYSIS:
This action is exempt pursuant to Section 15061(b)(3) of the Guidelines for the California Environmental Quality Act (CEQA), which states that a project is exempt from CEQA if the activity is covered by the common sense exemption that CEQA applies only to projects that have potential for causing a significant effect on the environment. Where it can be seen with certainty that there is no possibility that the activity in question may have a significant effect on the environment, the activity is not subject to CEQA. This action approves the contract for the administration of the business license program, and there is no possibility that approval of the recommended actions will have a significant effect on the environment. Therefore, no environmental analysis is required.
PREPARED BY: YASMIN LOPEZ, PURCHASING MANAGER
REVIEWED BY: JULIE KENNICUTT, DEPUTY FINANCE DIRECTOR
DATE: 07/02/2025
TO: Honorable Mayor and City Council Members
FROM: City Manager’s Office – Housing and Homeless Solutions Division 2025-270
REQUEST FOR CITY COUNCIL ACTION
SUBJECT:
PUBLIC HEARING FOR 2025-2029 HUD CONSOLIDATED PLAN AND 2025-2026 ANNUAL ACTION PLAN; AND INCREASED FUND ALLOCATION TO PROGRAM YEAR 2021 HOME-AMERICAN RESCUE PLAN ACT ALLOCATION PLAN
EXECUTIVE SUMMARY:
This staff report asks the City Council to conduct a public hearing to receive comments and approve the 2025-2029 HUD Consolidated Plan and 2025-2026 Annual Action Plan of the HUD Consolidated Plan, as well as HUD Increased Fund Allocation to Program Year 2021 HOME-American Rescue Plan Act (ARP) Allocation Plan.
RECOMMENDED ACTION:
That the City Council:
a. Conduct a public hearing to receive comments concerning the 2025-2029 HUD Consolidated Plan and 2025-2026 Action Plan of the HUD Consolidated Plan. b. Approve the 2025-2029 HUD Consolidated Plan and 2025-2026 Action Plan of the HUD Consolidated Plan, including related Exhibits, and approve the HUD Correction for increased funding to Program Year 2021 of the HOME-ARP Allocation Plan, inclusive of the allocation of funds to the Community Development
Block Grant (CDBG), HOME Investment Partnerships (HOME) projects, and Program Year 2021 HOME-ARP Allocation.
c. Authorize the City Manager, or his designee, to submit the required planning documents, sign any relevant HUD documents to accept the Program Year 2021 HOME-ARP increased allocation in the amount of $2,019 and submit any necessary amendments to HUD.
d. Authorize the City Manager, or his designee, to prepare and process all necessary budgetary transactions to receive and effectuate the funds included in the 2025- 2029 HUD Consolidated Plan and 2025-2026 Action Plan of the HUD Consolidated Plan.
e. Authorize the City Manager, or his designee, to negotiate, execute, and amend contracts with subrecipients, developers, contractors, or professional service providers as necessary to implement the CDBG, HOME, and HOME-ARP program projects using funds under the approved projects identified in the 2025- 2026 HUD Annual Action Plan and the Program year 2021 HOME-ARP Allocation Plan, and any ongoing projects identified in prior Action Plans. f. Authorize the City Manager, or his designee, to execute, amend, and submit to HUD all plans and documents necessary to administer the 2025-2026 CDBG, HOME, and Program Year 2021 HOME-ARP Allocation projects. g. Authorize the appropriation of any CDBG program income receipts from loan payoffs received by the City to the Residential Rehabilitation Program, Operating and Maintenance Project No. 67133, a CDBG approved project, within the Community Development Block Grant Fund 431.
h. Authorize the appropriation of any HOME program income receipts from loan payoffs received by the City to the Residential Rehabilitation Program, Operating and Maintenance Project No. 67133, a HOME approved project, within the HOME Investment Partnership Fund 432.
BACKGROUND & HISTORY:
The City of Corona receives entitlement grant allocations of CDBG and HOME funds each year from HUD. To continue receiving these funds, HUD requires the City of Corona to prepare and submit a Five-Year Consolidated Plan which establishes a unified, strategic vision for community development, housing and economic development actions. The HUD Consolidated Plan encompasses the analysis of local community needs and coordinates appropriate responses to those needs and priorities. City Council adopted the last Five-Year HUD Consolidated Plan for 2020-2024 on June 17, 2020.
The City’s HUD Consolidated Plan is implemented through Annual Action Plans (Action Plan), which provide a concise summary of the actions, activities, and specific federal and
non-federal resources that will be used each year to address the priority needs and specific goals identified by the HUD Consolidated Plan. City Council adopted the most recent 2024-2025 Action Plan of the HUD Consolidated Plan on June 5, 2024.
HUD requires all entitlement communities receiving HOME – American Rescue Plan (HOME-ARP) funds to prepare and submit an allocation plan to identify qualifying populations within the jurisdiction; establish an assessment of unmet needs of each qualifying population; determine gaps in housing and shelter inventory, homeless assistance and services, and homelessness prevention service delivery systems; as well as define a summary of planned use of HOME-ARP funds for eligible activities based on the unmet needs of the qualifying populations.
ANALYSIS:
CDBG Funds
The Housing and Community Development Act of 1974 created the CDBG Program. The primary objective of the CDBG program is the development of viable urban communities by providing decent housing, a suitable living environment, and expanding economic opportunities, principally for persons of low- and moderate-income. The CDBG regulations require that each activity meets one of the following national objectives:
• Benefit low- and moderate-income persons;
• Aid in the prevention or elimination of slums and blight; or • Meeting other community development needs having a particular urgency Each year with the submission of the Annual Action Plan, the City certifies that it has given priority to activities that meet the first and second objectives outlined above.
Additionally, the City certifies that no less than 70 percent of the CDBG funds received, over a three-year certification period, will benefit low- and moderate-income persons.
HOME Funds
The Cranston-Gonzalez National Affordable Housing Act created the HOME program to provide states and local governments with a flexible funding source to fund a wide range of activities including building, buying, and/or rehabilitating affordable housing for rent or homeownership or providing direct rental assistance to low-income households. HOME is a federal block grant to local governments with the sole purpose of creating affordable housing opportunities for low-income households.
Consolidated Plan
The proposed Consolidated Plan establishes four (4) core strategies designed to address the planning and administration of both CDBG and HOME funds, address homelessness and housing insecurity through affordable housing efforts, provides public services to
those who need it most, and invests in essential community facilities and infrastructure.
Use of CDBG and HOME resources to address these core strategies aligns with HUD’s national strategy to provide decent housing opportunities, a suitable living environment, and economic opportunities—particularly for low- and moderate-income people.
As part of the preparation of the Consolidated Plan, the City reached out for consultation to agencies, groups, and organizations involved in the development of affordable housing, creation of job opportunities for low-and moderate‐income residents, and/or provision of services to homeless and non-homeless individuals with special needs. To facilitate this consultation, the City solicited feedback through the following methods:
• Community Needs Survey (web‐based and paper‐surveys); a total of 2,578 surveys were collected
• Community and stakeholder meetings (Resident meetings were held in English and Spanish; both morning and evening session to account for different work schedules)
• Receipt of written or oral comments
The input received from these consultations helped establish and inform the objectives and goals described in the Strategic Plan, a section of the 2025-2029 Consolidated Plan.
Starting in October 2024, the City consulted with numerous stakeholders in the private, nonprofit, and public sectors to gather data and information necessary to make informed choices about high priority needs and Consolidated Plan goals. Extensive efforts were made to encourage participation by low- and moderate-income persons, particularly those living in blighted areas and in areas where HUD funds are proposed to be used, and by residents of predominantly low- and moderate-income neighborhoods. Staff also made efforts to encourage the participation of minorities and non-English speaking persons in accordance with its Limited English Proficiency Plan, as well as persons with disabilities.
The consultation process included representatives from the Continuum of Care for Riverside County, Housing Authority of the County of Riverside, and other specified groups. These groups completed surveys, provided local data and assisted City staff to ensure practical coordination of strategies to maximize impact and to avoid duplicated efforts.
The five-year strategies identified in the 2025-2029 HUD Consolidated Plan include:
1. Affordable Housing: Address high priority needs to prevent and eliminate homelessness, increase the supply of affordable housing, and preserve the supply of affordable housing.
2. Public Services: Address the high priority needs to prevent and eliminate homelessness, ensure equal access to housing opportunities, and provide public services for low-income residents and residents with special needs.
3. Community Facilities & Infrastructure: Address the high priority needs to prevent and eliminate homelessness and improve community facilities and infrastructure.
4. Planning & Administration: Provide for the timely and compliant administration of the CDBG and HOME programs in accordance with HUD policy and federal regulations.
Investment of CDBG and HOME funds in specific activities over the next five years will be guided by these strategies and the specific measurable goals established within the annual action plans. Activities to receive CDBG and HOME funding each year will be determined by the City Council, based on recommendations formulated through consultation with residents, stakeholders, and City staff charged with managing and overseeing the program.
Action Plan of the HUD Consolidated Plan
For the 2025-2026 Program Year, the City will receive $1,085,264 of CDBG funds and $409,306.27 of HOME funds from HUD. The 2025-2026 Annual Action Plan allocates these resources to fund the following program activities that will be implemented from July 1, 2025, to June 30, 2026. The Action Plan includes the projects to receive CDBG and HOME funds during the 2025-2026 Program Year and authorizes the reuse of program income for existing eligible activities. As noted in the recommended actions within this staff report, CDBG and HOME program income shall be appropriated to the Residential Rehabilitation Program. It should be noted that updated Residential Rehabilitation Program (RRP) Guidelines have been incorporated into the 2025-2029 HUD Consolidated Plan and 2025-2026 Annual Action Plan as an exhibit to the planning document. The revised RRP Guidelines include the addition of Mobile Home Grants.
Mobile Home Grants will complement the City’s pending Mobile Home Rent Stabilization Ordinance. The Annual Action Plan also outlines the City’s five-year commitment to service providers and activities as entitlement funds become available on a yearly basis.
The proposed list of service providers and activities are outlined as follows:
2025-2026 CDBG Activities
Fair Housing Council of Riverside County: Fair Housing $34,594 Big Brothers Big Sisters: Bigs with Badges Mentoring Program $32,048 Inspire Life Skills Training: Inspire Hope, Corona $32,048 Starting Over, Inc: Employment Readiness & Training Program $32,048 Voices for Children: Court Appointed Special Advocate (CASA) $32,048 City of Corona: Housing Code Enforcement $100,000
City of Corona: Public Works ADA Compliance $605,426
CDBG Program Planning and Administration $217,052
Total $1,085,264
The nonprofit public service providers were selected through a competitive Notice of Funding Availability (NOFA) process. The proposals were reviewed and scored by an application review committee consisting of staff and consultants. The applicants with the highest average scores were recommended for funding. The City of Corona Housing Code Enforcement and ADA Compliance projects were evaluated by staff and
consultants to ensure that recommended activities align with the Consolidated Plan priorities, HUD regulations, and implementation feasibility. 2025-2026 HOME Activities
Tenant-Based Rental Assistance $306,979.70
Community Housing Development Organization (CHDO) Set-Aside $61,395.94 HOME Program Planning and Administration $40,930.63
Total $409,306.27
Tenant Based Rental Assistance (TBRA) Program activities will continue to be provided by Mercy House in accordance with prior City Council actions related to the Homeless Plan and the Mercy House contract. The TBRA Program currently provides rental assistance to Corona residents at-risk of eviction as well as rental assistance to clients graduating from Corona’s shelter system. It should be noted that the TBRA Program also complements the City’s pending Rent Stabilization Ordinance as the funds can be used to provide rental assistance to eligible Mobile Home residents who are unable to pay space rent.
HOME-ARP (American Rescue) Allocation Plan
The City of Corona was allocated $1,799,854 of HOME-American Rescue Plan Act (HOME-ARP) funding from HUD. In order to receive the HOME-ARP allocation, the City was required to develop a HOME-ARP Allocation Plan that became part of the City’s Program Year 2021-2022 HUD Annual Action Plan through a substantial amendment that was approved by the City Council on May 4, 2022. The increase to the Program Year 2021 HOME-ARP Allocation is $2,019 and will be distributed to previously approved activities; with 15% ($302) of the increase going to the Administration budget to oversee the program, and 85% ($1,717) of the increase going to planned activity of Rental Housing as identified in the Program Year 2021 HOME-ARP Allocation Plan.
CITIZEN PARTICIPATION:
Notice of the availability of the draft 2025-2029 HUD Consolidated Plan and 2025-2026 Annual Action Plan, was published on May 30, 2025 in the Sentinel Weekly News and published on the City website at www.CoronaCA.gov/CDBG. In addition, physical copies were made available to the public at the City of Corona City Clerk’s Office and Corona Public Library during regular business hours. Accordingly, the draft 2025-2029 HUD Consolidated Plan and 2025-2026 Annual Action Plan were made available for public review starting June 2, 2025, for a minimum of 30 calendar days. The public was advised of the public hearing and also encouraged to submit comments via email to the City by 4:00pm on July 2, 2025 so that comments could be incorporated into the final document submitted to HUD.
FINANCIAL IMPACT:
There is no impact on the General Fund as a result of the planned projects to be funded with annual grants of CDBG, HOME, and HOME-ARP funds from HUD.
ENVIRONMENTAL ANALYSIS:
The creation, modification, or update of required plans and the allocations of CDBG, HOME, and HOME-ARP funds are an administrative activity exempt under 24 CFR Part 58, Section 58.34 of the National Environmental Policy Act of 1969 (“NEPA”), as amended. Additionally, these activities are not considered to be a “project” under the California Environmental Quality Act (“CEQA”).
PREPARED BY: KAREN ROPER, HOUSING & HOMELESS SOLUTIONS MANAGER REVIEWED BY: JACOB ELLIS, CITY MANAGER
ATTACHMENTS:
1. Exhibit 1 – 2025-2029 HUD Consolidated Plan (Inclusive of 2025-2026 Annual Action Plan)
2. Exhibit 2 – Notice of Public Hearing and 30-day Public Review Period
3. Exhibit 3 – Corona Residential Rehabilitation Program Guidelines (Exhibit within the 2025-2029 Consolidated Plan)
4. Exhibit 4 – HOME ARP – Corona CA Letter (R09-M21MP060559)
5. Exhibit 5 – HOME ARP – Corona CA Agreement (R09-M21MP060559)
6. Exhibit 6 – Corona Template – External CDBG Reimbursement Contract and Exhibit A
7. Exhibit 7 – Corona Template – External CDBG Reimbursement Contract and Exhibit B Insurance Requirements
8. Exhibit 8 – Corona Template – Internal CDBG Reimbursement Contract and Exhibit A
Page 248 of 622
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