Agenda packet — Vallejo City Council, July 25, 2023 (part 4 of 6)

Policy No. CO7B312923

COMMERCIAL GENERAL LIABILITY
THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY.

XTEND ENDORSEMENT FOR CONTRACTORS
This endorsement modifies insurance provided under the following:

COMMERCIAL GENERAL LIABILITY COVERAGE PART
GENERAL DESCRIPTION OF COVERAGE - This endorsement broadens coverage. However, coverage for any injury, damage or medical expenses described in any of the provisions of this endorsement may be excluded or limited by another endorsement to this Coverage Part, and these coverage broadening provisions do not apply to the extent that coverage is excluded or limited by such an endorsement. The following listing is a general coverage description only. Read all the provisions of this endorsement and the rest of your policy carefully to determine rights, duties, and what is and is not covered.

A. Who Is An Insured - Unnamed Subsidiaries
B. Blanket Additional Insured - Governmental
Entities - Permits Or Authorizations Relating To
Operations

PROVISIONS
A. WHO IS AN INSURED - UNNAMED

SUBSIDIARIES
The following is added to SECTION II - WHO IS
AN INSURED:

Any of your subsidiaries, other than a partnership,
joint venture or limited liability company, that is
not shown as a Named Insured in the
Declarations is a Named Insured if:
a. You are the sole owner of, or maintain an
ownership interest of more than 50% in, such
subsidiary on the first day of the policy period;
and
b. Such subsidiary is not an insured under
similar other insurance.

No such subsidiary is an insured for "bodily injury''
or "property damage" that occurred, or "personal
and advertising injury" caused by an offense
committed:
a. Before you maintained an ownership interest
of more than 50% in such subsidiary; or
b. After the date, if any, during the policy period
that you no longer maintain an ownership
interest of more than 50% in such subsidiary.

For purposes of Paragraph 1. of Section II - Who
Is An Insured, each such subsidiary will be
deemed to be designated in the Declarations as:

C. Incidental Medical Malpractice
D. Blanket Waiver Of Subrogation
E. Contractual Liability - Railroads
F. Damage To Premises Rented To You
a. An organization other than a partnership, joint
venture or limited liability company; or
b. A trust;
as indicated in its name or the documents that
govern its structure.

B. BLANKET ADDITIONAL INSURED

GOVERNMENTAL ENTITIES - PERMITS OR

AUTHORIZATIONS RELATING TO OPERATIONS
The following is added to SECTION 11 - WHO IS
AN INSURED:

Any governmental entity that has issued a permit
or authorization with respect to operations
performed by you or on your behalf and that you
are required by any ordinance, law, building code
or written contract or agreement to include as an
additional insured on this Coverage Part is an
insured, but only -with respect to liability for "bodily injury", "property damage" or "personal and
advertising injury" arising out of such operations.

The insurance provided to such governmental
entity does not apply to:
a. Any "bodily injury'', "property damage" or
"personal and advertising injury" arising out of
operations performed for the governmental
entity; or
b. Any "bodily injury" or "property damage"
included in the "products-completed
operations hazard".

COMMERCIAL GENERAL LIABILITY
C. INCIDENTAL MEDICAL MALPRACTICE

1. The following replaces Paragraph b. of the
definition of "occurrence" in the
DEFINITIONS Section:
b. An act or omission committed in providing
or failing to provide "incidental medical
services", first aid or "Good Samaritan
services" to a person, unless you are in
the business or occupation of providing
professional health care services.

2. The following replaces the last paragraph of
Paragraph 2.a.(1) of SECTION II - WHO IS
AN INSURED:

Unless you are in the business or occupation
of providing professional health care services,
Paragraphs (1 )(a). (b), (c) and (d) above do
not apply to "bodily injury" arising out of
providing or failing to provide:
(a) "Incidental medical services" by any of
your "employees" who is a nurse, nurse
assistant, emergency medical technician
or paramedic; or
(b) First aid or "Good Samaritan services" by
any of your "employees" or "volunteer
workers", other than an employed or
volunteer doctor. Any such "employees"
or "volunteer workers" providing or failing
to provide first aid or "Good Samaritan
services" during their work hours for you
will be deemed to be acting within the
scope of their employment by you or
performing duties related to the conduct
of your business.

3. The following replaces the last sentence of
Paragraph 5. of SECTION Ill - LIMITS OF
INSURANCE:

For the purposes of determining the
applicable Each Occurrence Limit, all related
acts or omissions committed in providing or
failing to provide "incidental medical
services", first aid or "Good Samaritan
services" to any one person will be deemed to
be one "occurrence".

4. The following exclusion is added to
Paragraph 2., Exclusions, of SECTION I -

COVERAGES - COVERAGE A - BODILY

INJURY AND PROPERTY DAMAGE
LIABILITY:

Sale Of Pharmaceuticals
"Bodily injury" or "property damage" arising
out of the violation of a penal statute or
ordinance relating to the sale of
pharmaceuticals committed by, or with the
knowledge or consent of. the insured.

5. The following is added to the DEFINITIONS
Section:
"Incidental medical services" means:
a. Medical, surgical, dental, laboratory, x-ray
or nursing service or treatment, advice or
instruction, or the related furnishing of
food or beverages; or
b. The furnishing or dispensing of drugs or
medical, dental, or surgical supplies or
appliances.

6. The following is added to Paragraph 4.b.,
Excess Insurance, of SECTION IV -

COMMERCIAL GENERAL LIABILITY
CONDITIONS:

This insurance is excess over any valid and
collectible other insurance, whether primary,
excess, contingent or on any other basis, that
is available to any of your "employees" for
"bodily injury" that arises out of providing or
failing to provide "incidental medical services"
to any person to the extent not subject to
Paragraph 2.a.(1) of Section II - Who Is An
Insured.

D. BLANKET WAIVER OF SUBROGATION
The following is added to Paragraph 8., Transfer
Of Rights Of Recovery Against Others To Us,
of SECTION IV - COMMERCIAL GENERAL
LIABILITY CONDITIONS:

If the insured has agreed in a contract or
agreement to waive that insured's right of
recovery against any person or organization, we
waive our right of recovery against such person or
organization, but only for payments we make
because of:
a. "Bodily injury" or "property damage" that
occurs; or
b. "Personal and advertising injury" caused by
an offense that is committed;
subsequent to the execution of the contract or
agreement.

E. CONTRACTUAL LIABILITY - RAILROADS

1. The following replaces Paragraph c. of the
definition of "insured contract" in the
DEFINITIONS Section:
c. Any easement or license agreement;

Page 2 ends

Includes copyrighted material of Insurance Services Office, Inc .. with its permission.

2. Paragraph f .(1) of the definition of "insured
contract" in the DEFINITIONS Section is
deleted.

F. DAMAGE TO PREMISES RENTED TO YOU
The following replaces the definition of "premises
damage" in the DEFINITIONS Section:
"Premises damage" means "property damage" to:

COMMERCIAL GENERAL LIABILITY
a. Any premises while rented to you or
temporarily occupied by you with permission
of the owner; or
b. The contents of any premises while such
premises is rented to you, if you rent such
premises for a period of seven or fewer
consecutive days.

Policy Number: DT22CO7B312923TCT22
POLICY NUMBER: CUP-6J338805

UMBRELLA
ISSUE DATE: 06/20/2023
THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY.

SCHEDULE OF UNDERLYING INSURANCE
This endorsement modifies insurance provided under the following:

EXCESS FOLLOW-FORM AND UMBRELLA LIABILITY INSURANCE
Automobile Liability Limits Of Liability
CarrierTRAVELERS PROPERTY CASUALTY

COMPANY OF AMERICA
Bodily Injury And Property $1,000,000
Policy Number s10-001N277129-22
Policy Period
From: 06/20/2022
to: 06/20/2023
Employee Benefits Liability
Carrier THE TRAVELERS INDEMNITY

COMPANY OF CONNECTICUT
Policy Number co-7B312923-22
Policy Period
From: 06/20/2022
to: 06/20/2023
Commercial General Liability
Carrier THE TRAVELERS INDEMNITY

COMPANY OF CONNECTICUT
Policy Number co-7B312923-22
Policy Period
From: 06/20/2022
to: 06/20/2023
Damage Combined Single
Limit
Limits Of Liability
Each Employee
Aggregate
Limits Of Liability
General Aggregate
Products-Completed
Operations Aggregate
Personal and
Advertising Injury
Each Occurrence
PRODUCER:WOODRUFF-SAWYER & CO OFFICE:WALNUT CREEK CA 418 EU 00 03 08 18 © 2018 The Travelers Indemnity Company. All rights reserved. $1,000,000
$2,000,000
$2,000,000
$2,000,000
$1,000,000
$1,000,000

Page 1 of 2 ends

POLICY NUMBER: CUP-6J338805

UMBRELLA
ISSUE DATE: 06/20/2023
THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY.

SCHEDULE OF UNDERLYING INSURANCE
This endorsement modifies insurance provided under the following:

EXCESS FOLLOW-FORM AND UMBRELLA LIABILITY INSURANCE
Employers Liability
CarrierTRAVELERS PROPERTY CASUALTY

COMPANY OF AMERICA
Policy Number8K320171
Policy Period
From: 08/01/2022
to: 08/01/2023
*UNLIMITED IN THE STATE OF NEW YORK FOR

SUBJECT EMPLOYEES
Carrier
Policy Number
Policy Period
From:
to:

Carrier
Policy Number
Policy Period
From:
to:

Limits Of Liability
Bodily Injury By Accident
Each Accident
Bodily Injury By Disease
Policy Limit
Bodily Injury By Disease
Each Employee
Limits Of Liability
Limits Of Liability
PRODUCER:WOODRUFF-SAWYER & CO OFFICE:WALNUT CREEK CA 418 EU 00 03 08 18 © 2018 The Travelers Indemnity Company. All rights reserved. $1,000,000*
$1,000,000*
$1,000,000*

Page 2 of 2 ends

SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE

THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS.

INSURER(S) AFFORDING COVERAGE
INSURER F :

INSURER E :

INSURER D :

INSURER C :

INSURER B :

INSURER A : NAIC #
NAME: CONTACT
(A/C, No): FAX
E-MAIL ADDRESS:

PRODUCER
(A/C, No, Ext): PHONE

INSURED
COVERAGES CERTIFICATE NUMBER: REVISION NUMBER:

IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed.

If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s).

THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS

CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.

OTHER:
(Per accident)
(Ea accident)
$
$
N / A

SUBR WVDADDL
INSD

THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS

CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. $
$
$
$ PROPERTY DAMAGE
BODILY INJURY (Per accident)
BODILY INJURY (Per person) COMBINED SINGLE LIMIT

AUTOS ONLY

AUTOS ONLY AUTOS NON-OWNED OWNED SCHEDULED

ANY AUTO

AUTOMOBILE LIABILITY

Y / N WORKERS COMPENSATION
AND EMPLOYERS' LIABILITY OFFICER/MEMBER EXCLUDED?
(Mandatory in NH) DESCRIPTION OF OPERATIONS below
If yes, describe under

ANY PROPRIETOR/PARTNER/EXECUTIVE
$
$
$ E.L. DISEASE - POLICY LIMIT E.L. DISEASE - EA EMPLOYEEE.L. EACH ACCIDENT EROTH- STATUTE PER
(MM/DD/YYYY) LIMITS POLICY EXP(MM/DD/YYYY) POLICY EFFLTR TYPE OF INSURANCE POLICY NUMBER INSR
DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required)

EXCESS LIAB
UMBRELLA LIAB EACH OCCURRENCE $ AGGREGATE $
$
OCCUR
CLAIMS-MADE DED RETENTION $
PRODUCTS - COMP/OP AGG $ GENERAL AGGREGATE $ PERSONAL & ADV INJURY $ MED EXP (Any one person) $
EACH OCCURRENCE $ DAMAGE TO RENTED
PREMISES (Ea occurrence) $ COMMERCIAL GENERAL LIABILITY CLAIMS-MADE OCCUR GEN'L AGGREGATE LIMIT APPLIES PER: POLICY PRO- JECT LOC

CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY)

CANCELLATION

AUTHORIZED REPRESENTATIVE
ACORD 25 (2016/03)
© 1988-2015 ACORD CORPORATION. All rights reserved.

CERTIFICATE HOLDER
The ACORD name and logo are registered marks of ACORD
HIRED

AUTOS ONLY
6/15/2023
Woodruff-Sawyer & Co.
50 California Street, Floor 12
San Francisco CA 94111
Rose Amoroso 415-402-6607 415-989-9923 [email protected] Travelers Prop Casualty Co of America 25674 TERRACO-01 TerraCon Constructors, Inc.

P.O. Box 276
Healdsburg, CA 95448
195309914
A Y UB8K3201712226G 8/1/2022 8/1/2023
X
1,000,000 1,000,000 1,000,000
Re: Water Main Capital Improvement Project,
Fiscal Year 2021-22 (WT-7118) Phase 2,
Cal Maritime Academy Slip Line Project
Waiver of Subrogation applies as respects Worker Compensation to the extent provided in the attached form and as permitted by law.

City of Vallejo
555 Santa Clara Street
Vallejo, CA 94590
UB8K3201712226G UB8K3201712026G

CONSENT CALENDAR 8.I.

DATE: July 25, 2023
TO: Mayor and Members of the City Council
FROM: Stephanie Sifuentes, Human Resources Director
SUBJECT: ADOPT A RESOLUTION APPROVING AN AMENDMENT TO NAVIA BENEFIT SOLUTIONS INC. CONTRACT #19-HR156 FOR A NEW NOT-TO-EXCEED AMOUNT OF $120,000 AND AUTHORIZE THE CITY MANAGER TO EXECUTE SAME

RECOMMENDATION
Adopt a Resolution approving a First Amendment to the Navia Benefit Solutions, Inc. Administrative Service Agreement (#19-HR156) for Navia employee Benefit Plans to increase compensation by $20,000, to an amount not to exceed a total of $120,000 and authorize the City Manager to execute same. .

REASONS FOR RECOMMENDATION
Executing this First Amendment for Navia Benefit Solutions, Inc. will allow the City to continue to use Navia’s technology and service to administer our Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), Health Retirement Accounts (HRA), and Commuter and COBRA benefit plans, which are mandatory for our employee benefits.

BACKGROUND AND DISCUSSION
On January 1, 2019 the City of Vallejo entered into a Service Agreement with Navia Benefit Solutions, Inc. to administer our employee benefits administration needs. The City signed an agreement with an option to extend for 5 years for an amount not to exceed $100,000. The agreement is on it’s last year, and the funds have been exhausted. We are proposing to increase the amount by an additional $20,000 to fund invoices that are billed from May through December 2023 for uninterrupted employee benefit administration services.

FISCAL IMPACT
Staff's request is to increase the total not to exceed amount on this contract from $100,000 to $120,000, not to request additional funding. The additional cost will be absorbed by the department's existing budget.

ENVIRONMENTAL REVIEW
This action is exempt from the California Environmental Quality Act (CEQA) because it is not a project which has a potential for resulting in either a direct physical change in the environment, or a reasonably foreseeable indirect physical change in the environment, pursuant to the CEQA Guidelines section 15378.

ATTACHMENTS

1. Navia Reso Approving First Amendment to Agreement CAO STAMP

2. Amendment to Service Agreement - Navia_CAO Stamp

3. 19-HR156 NAVIA BENEFIT SOLUTIONS INC Contract

CONTACT
Date: July 25, 2023
Subject: ADOPT A RESOLUTION APPROVING AN AMENDMENT TO NAVIA BENEFIT SOLUTIONS INC. CONTRACT #19-HR156 FOR A NEW NOT-TO-EXCEED AMOUNT OF $120,000 AND AUTHORIZE THE CITY MANAGER TO EXECUTE SAME

Page 2 ends

Stephanie Sifuentes, Human Resources Director
(707) 649-4852
[email protected]
RESOLUTION NO.____________

A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF VALLEJO APPROVING AN AMENDMENT TO NAVIA BENEFIT SOLUTIONS INC. CONTRACT #19-HR156 FOR A NEW NOT-TO-EXCEED AMOUNT OF $120,000 AND AUTHORIZE THE CITY

MANAGER TO EXECUTE SAME
WHEREAS, on January 1, 2019, the City entered into a Service Agreement (the “Agreement”) with Navia Benefits Solutions, Inc. (the “Consultant”), to provide employee benefits administration services to the City’s employees; and WHEREAS, contracting with Navia has enabled the City to use Navia’s technology and services for FSA, HSA, HRA, Commuter and COBRA administration; and WHEREAS, the City and the Servicer now desire to increase the not-to-exceed amount of the Agreement to $120,000 to continue services through the end date of December 31, 2023.

NOW, THEREFORE, BE IT RESOLVED that the City Council hereby approves the First Amendment to the Agreement and authorizes City Manager or his designee be to execute same
Adopted by the Council of the City of Vallejo at a regular meeting held on July 25, 2023 with the following vote:

AYES:

NOES:

ABSENT:

ABSTAIN:
_____________________________________
ROBERT H. MCCONELL, MAYOR
ATTEST:
_____________________________________
DAWN G. ABRAHAMSON, CITY CLERK
First Amendment to Agreement Between City of Vallejo and Navia Benefits Solution, Inc. Page 1 of 2 (Revised 01.2019)

FIRST AMENDMENT TO

AGREEMENT BETWEEN

CITY OF VALLEJO
AND
NAVIA BENEFIT SOLUTIONS, INC.

This First Amendment to the Navia Administrative Service Agreement (19-HR156) made and entered into on January 1, 2019, hereafter referred to as “Agreement”, between Navia Benefits Solutions, Inc., therein referred to as Navia, and the City of Vallejo, a municipal corporation, therein referred to as Employer, is made and entered into on this 25th day of July 2023.

Navia and Employer do mutually agree as follows:

1. Amendment to Compensation. Article III, Section 3.1 of the Agreement is hereby amended to increase the amount of compensation payable to Navia by twenty thousand dollars ($20,000) for a not to exceed total of one hundred twenty thousand dollars ($120,000).

2. Integration. This First Amendment contains the entire agreement between the parties with respect to its subject matter and supersedes whatever oral or written understanding they may have had prior to the execution of this First Amendment. This First Amendment shall not be amended or modified except by a written agreement executed by each of the parties. Except as specifically revised herein, all terms and conditions of the Agreement shall remain in full force and effect, and Navia shall perform all duties, obligations and conditions required under the Agreement.

3. Inconsistencies. In the event of any conflict or inconsistency between the provisions of this First Amendment and the Agreement, the provisions of this First Amendment shall control in all respects.

4. Ambiguities. The parties have each carefully reviewed this First Amendment and have agreed to each term of this First Amendment. No ambiguity shall be presumed to be construed against either party.

5. Counterparts. This First Amendment may be executed by the parties in one or more counterparts all of which collectively shall constitute one document and agreement.

6. Authority. The person signing this First Amendment for Navia hereby represents and warrants that he or she is fully authorized to sign this First Amendment on behalf of Consultant.
(SIGNATURES ARE ON THE FOLLOWING PAGE)
First Amendment to Agreement Between City of Vallejo and Navia Benefits Solution, Inc. Page 2 of 2 (Revised 01.2019)
IN WITNESS WHEREOF, the parties have entered into this First Amendment on the day and year first hereinabove appearing.

NAVIA BENEFIT SOLUTIONS, INC.

BY:

Lindsay Johnson
CDH Account Manager
DATE:
(City Seal)

CITY OF VALLEJO,
a municipal corporation
BY:

Michael Malone
City Manager
DATE:

ATTEST:

Dawn Abrahamson
City Clerk
APPROVED AS TO CONTENT:

Stephanie Sifuentes
Human Resources Director
APPROVED AS TO FORM:

Veronica Nebb
City Attorney
APPROVED AS TO INSURANCE:

Armond Sarkis
Risk Manager
CONTRACT NUMBER: _______________________
PO # (if applicable): _______________________

SIGNATURE ROUTING COVERSHEET
(ALL FIELDS IN RED ARE REQUIRED)
Staff Contact: Dept:

Date Originated: Authority:

Description of Attached: (In box below, describe the scope in one sentence. This box should be very clear of what’s being approved.)
Vendor Name: Vendor #:

Total Contract
amount:
$ Annual not to
exceed: (or N/A)
$
Start Date: End Date:
# of Years Option
to Extend:

CC Approval Date (if
applicable):

Business
License #:

Insurance Exp
Date:

ROUTING ORDER:
(provide 2 printed copies of contracts, business license, and insurance)

INITIALS
 Department Head _____________
 Risk Division _____________
 Finance _____________
 City Attorney _____________
 City Manager _____________
 City Clerk _____________
o Notary needed (highlight in color if it’s needed)
o Recording needed (highlight in color if it’s needed)
Return executed copy to: ____________________________
o
Amendment to (or) Scope of Work to existing contract:

DATE

SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE

THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS.

INSURER(S) AFFORDING COVERAGE
INSURER F :

INSURER E :

INSURER D :

INSURER C :

INSURER B :

INSURER A : NAIC #
NAME: CONTACT
(A/C, No): FAX
E-MAIL ADDRESS:

PRODUCER
(A/C, No, Ext): PHONE

INSURED
COVERAGES CERTIFICATE NUMBER: REVISION NUMBER:

IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed.

THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS

OTHER:
(Per accident)
(Ea accident)
$
$
N / A

SUBR WVDADDL
INSD

AUTOS ONLY

AUTOS ONLY AUTOS NON-OWNED OWNED SCHEDULED

ANY AUTO

AUTOMOBILE LIABILITY

Y / N WORKERS COMPENSATION
AND EMPLOYERS' LIABILITY OFFICER/MEMBER EXCLUDED?
(Mandatory in NH) DESCRIPTION OF OPERATIONS below
If yes, describe under

CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY)

CANCELLATION

AUTHORIZED REPRESENTATIVE
ACORD 25 (2016/03)
© 1988-2015 ACORD CORPORATION. All rights reserved.

CERTIFICATE HOLDER
The ACORD name and logo are registered marks of ACORD
HIRED

AUTOS ONLY
10/30/2018
HAUSER
5905 E. Galbraith Rd, Ste 9000
Cincinnati OH 45236
Laura Sharples 513-745-9200 513-745-9219 [email protected] The Ohio Casualty Insurance Company 24074 NAVIA-1 Ohio Security Insurance Company 24082 Navia Holdings LLC
Navia Benefit Solutions, Inc.

Arcadia Benefits Group Inc
11400 SE 6th St, Ste 125
Bellevue WA 98004-6419 Liberty Surplus Ins. Corp. 10725 1810947997 A X 1,000,000 X 1,000,000 15,000 EXCLUDED 2,000,000 XBKO58366797 10/31/2018 10/31/2019 2,000,000
B 1,000,000 X XBAS58366797 10/31/2018 10/31/2019
A X 4,000,000USO58366797 10/31/2018 10/31/2019
4,000,000 X 10,000
B XWS58366797 10/31/2018 10/31/2019
X Stop Gap 1,000,000 1,000,000 2,000,000
C Cyber Liability
Professional Liability
EO5CABJ4F6002 10/31/2018 10/31/2019 Data Breach Limit
Misc. Prof Limit
Deductible
$5,000,000
$2,000,000
$25,000
For Informational Purposes
CONSENT CALENDAR 8.J.

DATE: July 25, 2023
TO: Mayor and Members of the City Council
FROM: Naveed Ashraf, Chief Innovation Officer & IT Director SUBJECT: ADOPT A RESOLUTION REPEALING RESOLUTION 23-102 AND AUTHORIZING THE

CITY MANAGER TO ENTER INTO A CONTRACT PURSUANT TO COOPERATIVE AGREEMENT 6131-2020 BETWEEN ATT AND THE STATE OF CALIFORNIA OES TO PURCHASE 911 EQUIPMENT FOR THE NEW PUBLIC SAFETY DISPATCH CENTER IN AN AMOUNT NOT TO EXCEED $500,000

RECOMMENDATION
Adopt a resolution repealing Resolution 23-102 and authorizing the City Manager to enter into a contract pursuant to Cooperative Agreement 6136-2020 between ATT and the State of California OES to purchase 911 equipment for the new public safety dispatch center in an amount not to exceed $500,000.

REASONS FOR RECOMMENDATION
The Vallejo City Council has authorized and directed staff to relocate the existing public safety dispatch center from 111 Amador Street to a new location in the city. The new location of the dispatch is to be determined.

More details are given below in the background and discussion section of the staff report.

BACKGROUND AND DISCUSSION
The Public Safety Dispatch Center is a critical component of Vallejo's Police and Fire Department. The PSAP (Public Safety Answering Point) receives over a hundred thousand calls per year. These calls are triaged and dispatched by a group of dedicated dispatchers. The current police building that houses the public safety dispatch center is constrained for space and has other issues. The dispatch center is located in the basement of the building in a very cramped room that is not fit to accommodate 7 dispatchers and there has been a need to monitor environmental conditions and to conduct periodic cleanings relating to same. During the mid-year budget process, the City Council allocated $1.5 million dollars from the second tranche of ARPA (American Rescue Plan Act) for the dispatch relocation project. The Information Technology Department staff has taken on the technology portion of this project and over the next several months will be working closely with several key technology partners like Motorola, AT&T, and EBRCSA (East Bay Regional Communications System Authority) to complete this critical public safety dispatch relocation.

The 911 public safety equipment is a critical component of a dispatch center. The project team is recommending purchasing the 911 VESTA equipment. This equipment is necessary to the relocation of the dispatch center regardless of the ultimate location. The city will be piggybacking on the state-wide contract between California Governor's Office of Emergency Services (Cal OES) and AT&T to purchase the proposed 911 VESTA equipment. Using a national or state-wide cooperative contract is permitted by the Vallejo municipal code. A copy of the contract and proposed equipment list is attached for the council and public review.

FISCAL IMPACT
There is no fiscal impact on the General Fund as this budget allocation has been approved by the City Council from ARPA (American Rescue Plan Act).

Date: July 25, 2023
Subject: ADOPT A RESOLUTION REPEALING RESOLUTION 23-102 AND AUTHORIZING THE

Page 2 ends

ATTACHMENTS

1. Resolution-AT&T-911-Equipment-Purchase

2. ATT Solution Cal OES 6136-2020

3. ATT - Vallejo PD Quote 2 pos move 6-6-23

4. ATT - Vallejo PD Quote Eventide Recorder 6-6-23

5. ATT - Vallejo PD Quote VESTA 7 Pos 5-30-23

6. ATT - Vallejo PD Quote 2 laptops 6-6-23

CONTACT
Naveed Ashraf, Chief Innovation Officer & IT Director (707) 648-5200 [email protected]
RESOLUTION NO. 23-_____________
ADOPT A RESOLUTION REPEALING RESOLUTION 23-102 AND AUTHORIZING

THE CITY MANAGER TO ENTER INTO A CONTRACT PURSUANT TO
COOPERATIVE AGREEMENT 6136-2020 BETWEEN ATT AND THE STATE OF CALIFORNIA OES TO PURCHASE 911 EQUIPMENT FOR THE NEW PUBLIC SAFETY DISPATCH CENTER IN AN AMOUNT NOT TO EXCEED $500,000 WHEREAS, on June 20, 2023, the City Council adopted resolution 23-102 relating to the purchase of equipment for the to be relocated Public Safety Dispatch Center; and WHEREAS, the staff report and resolution relating to the agenda item contained an error in that it was stated that the City Council had taken action to provide direction that the Public Safety Dispatch Center was to be relocated to 400 Mare Island Way, when in fact no such action had taken place; and
WHEREAS, the City received a complaint that the action of the City Council in providing such direction violated the Brown Act and further that the action relating to the adoption of Resolution 23-102 was improperly described on the Agenda also potentially resulting in a violation of the Brown Act and requesting that the City cure and correct same; and WHEREAS, the City of Vallejo maintains and operates a Public Safety Dispatch Center at 111 Amador Street. The dispatch center answers over a hundred thousand calls per year and is a critical part of the public safety operation; and
WHEREAS, the current dispatch location is not ideal for this critical public safety function; and WHEREAS, during the Mid-Year budget process, the City Council allocated $1.5 million dollars from the second tranche of ARPA (American Rescue Plan Act) for the dispatch relocation project; and
WHEREAS, staff needs to purchase new 911 equipment in order to effectuate any relocation of the Dispatch Center regardless of the site of the relocation; and WHEREAS, staff will piggy back on a state-wide contract between Cal OES and AT&T to purchase the 911 VESTA equipment from AT&T; and
WHEREAS, the cost of the equipment and services including contingency, shall not exceed $500,000.

NOW, THEREFORE, BE IT RESOLVED that the City Council hereby repeals Resolution 23- 102 adopted on June 20, 2023.

BE IT FURTHER RESOLVED, that the City Council hereby authorizes authorizing the City Manager to enter into a contract pursuant to Cooperative Agreement 6136-2020 between ATTt and the State of California OES to purchase 911 equipment for the new public safety dispatch center in an amount not to exceed $500,000, in a form approved by the City Manager and City Attorney.

Adopted by the City Council of the City of Vallejo at a regular meeting held on July 25, 2023, with the following vote:

AYES:

NOES:

ABSENT:

ABSTAIN:
______________________________________
ROBERT H. MCCONNELL, MAYOR
ATTEST:
_________________________________________
DAWN G. ABRAHAMSON, CITY CLERK

REGISTRATION NUMBER

PURCHASING AUTHORITY NUMBER
(if applicable)

AGREEMENT NUMBER
6136-2020

1. This Agreement is entered into between the Contracting Agency and the Contractor named below:

CONTRACTING AGENCY NAME
California Governor’s Office of Emergency Services (Cal OES)

CONTRACTOR NAME
AT&T Corp

2. The term of this
Agreement is:

July 10, 2020, or upon CDT approval, through July 9, 2024, with three (3) two-year options to extend.

3. The maximum amount
of this Agreement is:
$ 0.00 (zero dollars and zero cents)

4. The parties agree to comply with the terms and conditions of the following exhibits which are by this reference made a part of the Agreement:

EXH TITLE PAGES
(*) Cloud Computing – SaaS General Provisions (rev. 6/17/2019) - (*) Cloud Computing Special Provisions for SaaS (rev. 03/01/2018) - A Statement of Work 60
20 Narrative Response Requirements 37
21 Technical Requirements 17
22 Cost Workbook 8
23 Draft Maintenance Plan 9
Items shown with an asterisk (*) are hereby incorporated by reference and made part of this agreement as if attached hereto.

IN WITNESS WHEREOF, this Agreement has been executed by the parties hereto.

Department of Technology,
Statewide Technology Procurement
Use Only

CONTRACTOR
CONTRACTOR NAME (If other than an individual, state whether a corporation, partnership, etc.) AT&T Corp

CONTRACTOR AUTHORIZED SIGNATURE DATE SIGNED


PRINTED NAME AND TITLE OF PERSON SIGNING
Barbara J Winn, AVP SLED

ADDRESS
2700 Watt Ave. Sacramento CA 95821

STATE OF CALIFORNIA

CONTRACTING AGENCY NAME
Cal OES

CONTRACTING AGENCY AUTHORIZED SIGNATURE DATE SIGNED


PRINTED NAME AND TITLE OF PERSON SIGNING
Tabitha Stout, Assistant Director of Administrative Services

CONTRACTING AGENCY ADDRESS
3650 Schriever Avenue, Mather, CA 95655
Exempt per_

STATE OF CALIFORNIA

DEPARTMENT OF TECHNOLOGY

STATEWIDE TECHNOLOGY PROCUREMENT

STANDARD AGREEMENT
TECH 213 (NEW 12/2018)

Barbara J Winn (Jul 15, 2020 11:51 PDT)
Barbara J Winn
Samit Wangnoo (Jul 16, 2020 14:59 PDT)
Samit Wangnoo
Jul 16, 2020
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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EXHIBIT A, STATEMENT OF WORK
1 BACKGROUND AND PURPOSE
The Governor’s Office of Emergency Services (Cal OES), Public Safety Communications, CA 9-1-1 Emergency Communications Branch (CA 9-1-1 Branch) is authorized by statute Government Code (GC) Sections 53100-53121 to manage and oversee the statewide 9-1-1 emergency communications system. The authority to oversee the expenditures of State Emergency Telephone Number Account (SETNA) funds is provided in the California Department of Finance’s Manual of State Funds, 0022. The CA 9-1-1 Branch is responsible for administering the SETNA which provides funding to California Public Safety Answering Points (PSAPs) for 9-1-1 systems and services. The main function of the 9-1-1 Call Processing Equipment (CPE) is to provide PSAPs with call handling equipment to answer the 9-1-1 calls.

The Next Generation 9-1-1(NG9-1-1) services in California follow the National Emergency Number Association (NENA) i3 Call Flow per Figure 1 in NENA-STA-010.2-2016 https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/NENA-STA010.2_i3_Architectu.pdf NENA Detailed Functional and Interface Standards for the NENA i3 Solution. Each CPE provider shall provide NENA i3 call flow to support interoperability with the Prime Network Service Provider (PNSP) and Regional Network Service Provider (RNSP).

The CPE solution shall follow the National Emergency Number Association (NENA) i3 Call Flow per NENA-STA-010.2-2016, NENA Detailed Functional and Interface Standards for the NENA i3 Solution. The CPE solution shall utilize the NG 9-1-1 trunks maintained by PNSP and RNSP to deliver all 9-1-1 traffic to the PSAP. The NG 9-1-1 trunks are a CPUC tariffed service that are maintained by PNSP and RNSP. Figure 1 provides an overview of the NG 9-1-1 traffic flow and identifies the responsibility of PNSP, RNSP, and the CPE provider.

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FIGURE 1: NG 9-1-1 TRAFFIC RESPONSIBILITY
Additional resource documents for reference:
 CA 9-1-1 Branch Operations Manual https://www.caloes.ca.gov/cal-oesdivisions/public-safety-communications/ca-9-1-1-emergency-communicationsbranch/ca-9-1-1-operations-manual

1.1 OBJECTIVE
This Statement of Work (SOW) establishes the Master Purchase Agreement that shall be used by every PSAP in California to procure CPE that utilizes PSNP and RNSP NG 9-1-1 Trunks to deliver 9-1-1 traffic to every PSAP. This SOW shall serve as the rules and regulations between the CA 9-1-1 Branch and the Contractor to provide native cloud and data center CPE.

This SOW will also establish a standard CPE platform that complies with NENA i3, interfaces with the PNSP and RNSP networks and aligns with the authorized Cal OES Budget for 9-1-1 services. Cal OES, CA 9-1-1 Branch will oversee and approve all purchases made under this agreement. The PSAPs will use this agreement to purchase 9-1-1 CPE Systems with SETNA funding as authorized and approved by the CA 9-1-1 Branch.

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2 DESCRIPTION OF PROPOSED SERVICE

2.1 SERVICE TO BE PROVIDED
The Contractor agrees to provide CPE services in accordance with the SOW and EXHIBIT 21, TECHNICAL REQUIREMENTS. The Contractor agrees that CPE shall support all call handling and call flow elements of NENA i3. Any proprietary components that are implemented within the CPE shall not compromise the ability to support NENA i3 and the ability for the PNSP or RNSP to deliver the call to the PSAP, or to support transfers from one PSAP to another, regardless of Contractor.

CPE services to be provided shall include, but are not limited to:
1) This solution shall be an Evergreen Native Cloud based or Data Center based service. Contractors shall not provide a Hosted CPE solution that exists in the current legacy environment.
2) Contractor shall provide solutions to the PSAPs that have been tested in the CA 9-1-1 Branch NG911 Lab and validated by the CA 9-1-1 Branch to ensure interoperability with PNSP and RNSP;
3) Contractor shall provide CPE performance monitoring and provide access to PSAPs and the CA 9-1-1 Branch through a dashboard;
4) Contractor shall be solely responsible for trouble ticket reporting for all CPE services to include subcontractor services. The Contractor shall develop and maintain trouble ticket e-bonding with RNSP and PNSP trouble ticketing. Trouble ticket information and status updates must be pushed and received by all parties in order to reduce confusion and to allow a single point of reference, no matter which vendor the PSAP chooses to call;
5) Contractor shall implement standards and best practices as determined by the CA 9-1-1 Branch to ensure global interoperability;
6) Contractor shall provide leadership to promote collaborative mission focused, implementation that supports interoperability and supports the Cal OES mission; 7) Contractor shall provide a lead team member to work together to maintain the interoperability interface with PNSP and RNSP;
8) Contractor shall ensure that installation of equipment includes all hardware, cabling, labor, software and configuration required to deliver and make the system ready for use, and operational with the manufacturer’s published specifications;
9) Contractor’s Evergreen coverage shall include maintenance and replacement of all system components, including but not limited to all workstations, interface devices, and associated hardware;
10) Contractor shall designate a primary contact person located in the continental United States (CONUS) to whom all project communications may be addressed and who has the authority to act on all aspects of the services; CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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11) Contractor shall notify the CA 9-1-1 Branch, in writing, of all changes in the personnel assigned to the tasks. If a Contractor employee is unable to perform due to illness, resignation, or other factors beyond the Contractor’s control, the Contractor will provide suitable substitute personnel;
12) Contractor shall install workstation and any peripheral hardware on the premises of the PSAP, during the best available hours for the PSAP, and at all other times as required to successfully provide the services;
13) Contractor shall provide the PSAP and the CA 9-1-1 Branch with a copy of the system update process and schedule;
14) Contractor shall work closely with PSAPs regarding any of the additional applications provided under Contract and adhere to any changes and future time-frames listed in the individual requirements;
15) Contractor shall ensure PSAP has unrestricted use of any CPE solution software that is proprietary in nature;
16) Contractor shall submit a system diagram, depicting data flow and interconnection requirements;
17) Contractor shall be responsible for all the terms and conditions of this Contract regardless of whether or not a failure occurs in their system or their Subcontractors system;
18) Contractor shall implement all functional requirements included in Exhibit 21.

2.2 CPE SERVICES ENVIRONMENT
This section is intended to present an overview of the NG9-1-1 environment in California.

The PNSP and RNSP are responsible for delivering 9-1-1 traffic to the CPE provider based on the PSAP that has been identified to receive the 9-1-1 information. The Contractor shall be responsible for receiving the 9-1-1 traffic from the PNSP or RNSP. The Contractor shall also provide the call processing functionality required to display any and all 9-1-1 information at the PSAP.

2.3 COMMERCIALLY AVAILABLE HARDWARE
Where ever possible, commercially available hardware shall be used for simplicity, ease of maintenance, replacements, and upgrades.
3 CONTRACT TERM
Effective upon approval of the California Department of Technology (CDT), Statewide Technology Procurement (STP), the term of the Contract is four (4) years with three (3) two (2) year options.

The CA 9-1-1 Branch at its sole discretion, may exercise the option to execute, three (3), two (2) year extensions of all services identified in this Contract at the costs identified in EXHIBIT 22, COST WORKBOOK, for a maximum Contract term of ten (10) years.

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Contractor shall provide an all-inclusive CPE solution. All options shall be included with the ability to de-activate or ‘turn off’ options or features based on PSAP needs and requirements. Vendor shall not provide options that result in tiered service.

Amendments may occur at any time, consistent with the Terms and Conditions of the Multiple Award Contract and by mutual consent of both parties, subject to approval by the CA 9-1-1 Branch.

Period of performance for a PSAP’s CPE purchase will continue for the life of the Contract, including all extensions. Evergreen coverage for all systems and services, excluding network, shall be included. Coverage starts from the date of system acceptance. The Contractor shall adhere to this Period of Performance for up five (5) years, if necessary, after the multiple award Contract term expires
All price quotes/SOWs must be received by the CA 9-1-1 Branch at a minimum of four (4) weeks prior to the Multiple Award Contract expiration to allow time for review, revision, and issuance of a TD-288 Commitment to Fund. No quotes or SOWs will be accepted and processed within this four (4) week period.

PSAP is required to hold CPE service for a minimum of five (5) years unless Contract is terminated due to a proven failure to perform. After year five (5), if the PSAP chooses to continue service, the PSAP may cancel service with 30 days’ notice to the Contractor.

After year five (5), if the PSAP chooses to continue service, it will be on a month to month basis. The PSAP may cancel the service at any time with 30 days written notice to the CPE Provider.

After the multiple award Contract expiration date, new orders shall not be issued and are prohibited. The terms of this Contract shall be incorporated into the SOW with the PSAP and survive the expiration of the term noted above until the expiration of the affected PSAP’s SOW.

For the purposes of Section 20 of SaaS General Provisions limited liability, purchase price will be defined as the Contractor’s aggregate Monthly Recurring Charges (MRC) contract amount for the affected solution and PSAP(s) for the previous twelve months prior to the incident.

3.1 CONTRACT COMMENCEMENT TIME
The Contractor shall not be authorized to deliver goods or commence the performance of services as described in this SOW until written approval has been obtained from all entities and CPE testing at the PSAP has been completed. Any delivery or performance that is commenced prior to the signing of the multiple award Contract shall be considered voluntary on the part of the Contractor and non-compensable.

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3.2 CONTRACT AMENDMENTS
This Contract may be amended, consistent with the terms and conditions of the Contract and by mutual consent of both parties, and is subject to approval by the California Department of Technology (CDT).

3.3 CONTRACT TERMINATION
The CA 9-1-1 Branch may exercise its option to terminate the Agreement at any time with 30 calendar days prior written notice. In the event of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for all deliverables accepted prior to termination.

3.4 CAL OES NG911 LAB CPE TESTING
All CPE shall be tested in the CA 9-1-1 Branch NG 9-1-1 Lab to validate compliance to NENA i3 standard and meeting the functional requirements identified in this SOW (refer to TD 284 System Acceptance and Authorization Form for Cloud CPE Solution). All CPE shall be validated in the CA 9-1-1 Branch NG 9-1-1 Lab prior to selling and installing at any PSAP. Vendor will deploy CPE and run test calls through the system. When every step of the System Acceptance Checklist has been completed and approved by the CA 9-1-1 Branch, the system shall be deemed suitable for deployment to the PSAPs in California.

CPE testing in the Cal OES NG9-1-1 lab shall be completed within 10 working days from start of testing. If testing produces actionable items that require correction, the vendor shall be given time to correct issues. Upon correction, a new 10 day testing period is required.
4 ORDERING AND DELIVERY PROCESS
The ordering process that the CA 9-1-1 Branch uses is detailed in the 9-1-1 Operations Manual, Chapter III, Funding which can be viewed at:
https://www.caloes.ca.gov/PublicSafetyCommunicationsSite/Documents/004- ChapterIIIFunding.pdf

4.1 PERFORMANCE BOND AT PSAP OR CAL OES REQUEST
If requested by the PSAP or Cal OES, the Contractor shall furnish to the Cal OES, a performance bond security in a form satisfactory to the 9-1-1 Branch Manager at no cost to the State, a Performance Bond in the amount of PSAP or Cal OES request for the CPE provider. The bond shall be on a form from an admitted surety insurer and must guarantee Contractor’s compliance with the terms of this Contract. The bond shall be in effect for the duration required by the PSAP or Cal OES.

Failure to submit the required documents may be cause for termination of the Contract.

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4.2 9-1-1 CPE SYSTEM DIAGRAMS
As part of the ordering process for the 9-1-1 CPE System, the SOW submitted to the PSAPs shall include system diagrams using Microsoft Visio or similar to depict:

1. System connectivity

2. 911 traffic and data flow

3. PC hardware Requirements

4. Interfaces to any PSAP auxiliary equipment (i.e. CAD, logging recorder)

4.3 9-1-1 CPE INSTALLATION
Orders from the PSAP must be completely installed and ready for acceptance testing within 90 calendar days after TD-288 is issued.

The installation date may be changed by mutual consent of the Contractor and the PSAP; however, the system installation schedule must be updated with the revised dates.

The Contractor will provide a revised Contractor’s SOW to the PSAP and to the CA 9-1-1 Branch.

4.4 PSAP SITE SURVEY
As part of the SOW for the PSAP, the Contractor shall prepare a list detailing the current electrical power, common ground, and environmental control facilities at the PSAP. The Contractor shall review and comment on the adequacy of the PSAP’s facility, including but not limited to, the adequacy of the floor plan, environmental control, cabling, and NG9-1-1 trunk demarcation to support the installation of the 9-1-1 system. The PSAP shall permit free access, subject to security restrictions at the site, for the purpose of reviewing facility readiness.

4.5 PSAP SITE MODIFICATIONS
If required, the CA 9-1-1 Branch and/or PSAP will discuss the needs for PSAP modification in order to meet the Contractor’s specifications related to CPE installations.

4.6 CERTIFICATION OF EQUIPMENT READINESS
Equipment must be installed and certified ready for acceptance testing by the agreed to installation date and acceptance test plan between the Contractor and PSAP.

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4.7 RELOCATION
Relocation refers to a PSAP moving to a different location on a long-term basis. This includes packing up all CPE and associated equipment purchased under this Contract and transporting to another location and reinstalling it for operational use

1. If it is necessary to move the equipment purchased under this Contract from a PSAP location to another, the PSAP will provide their date of disconnection, the locations from and to where the equipment is to be moved, and the reconnection date to the Contractor. The Contractor and PSAP will mutually agree on a reasonable amount of time to accomplish disconnection, relocation, reconnection and having the equipment ready for use. The CA 9-1-1 Branch will only pay for 30 days of overlapping NG9-1-1 trunk costs. After 30 days is exceeded, billing from vacated PSAP premises will be transferred and become the responsibility of the PSAP.

2. The PSAP will pay the Contractor for all reasonable costs for relocation. The Contractor shall maintain responsibility for the equipment at all times during the move.

3. In the case of an emergency PSAP CPE relocation, the CA 9-1-1 Branch will pay for all associated costs. Emergency shall consist of, but is not limited to: force majeure, man-made disasters, hazard to life and limb of PSAP personnel.

4. Rearrangement of equipment at a single site or for the convenience of the PSAP, shall be at the PSAP’s expense. If the Contractor is asked to move and reinstall equipment at a different facility, the Contractor shall not exceed the hourly Labor Rate bid in Exhibit 22, COST WORKBOOK.

4.8 MOVES, ADDS AND CHANGES (MACS)
MACs refers to changes in system application configurations to facilitate PSAP operations, moving equipment from one location to another in the same facility, or adding additional equipment to completed installations.

1. 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. For those MACs that are performed routinely, such as adding or deleting new workstations, changing speed dial numbers, etc., the Contractor shall provide training to the PSAP System Administrator if required.

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 turnaround time to completion.

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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 rate bid in Exhibit 22, COST WORKBOOK. If the Contractor is asked to move and reinstall equipment at a different facility, the labor rates established by this Contract will apply to similar activities performed, such as those described above.

4.9 DOCUMENTATION
Contractor shall provide SOW in a format that complies with the template provided in SOW Attachment 3 Sample SOW Template. Contractor shall provide softcopy of all manuals and materials as well as web access to updates.

4.10 EQUIPMENT DELIVERY AND SHIPMENT

1. Shipments to and from the installation site shall be the responsibility of the Contractor.

2. Equipment shall be packed and marked with content description and destination.

3. The Contractor shall bear the cost of transportation/shipping whenever equipment is shipped or moved for mechanical replacement purposes.

4. The Contractor shall dispose of any packing material and debris. Post installation, the Contractor shall pay transportation charges for the removal of empty packing cases.

5. The PSAP reserves the option, with concurrence from the Contractor, to arrange and pay for all transportation/shipping charges for such relocation. Subsequent moves are not paid for by the CA 9-1-1 Branch, but may be negotiated between PSAP and Contractor, when the equipment is moved from one PSAP location to another.

6. The PSAP shall be relieved from all risk of loss or damage to the equipment purchased under this Contract during the entire time the equipment is in the possession of the Contractor, except when such loss or damage is due to the fault or negligence of the PSAP. Loss or damage not due to the fault or negligence of the PSAP shall be verified through a legal claims record.

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5 CONTRACT CONTACTS
The project representatives during the term of this Contract will be:

The CA 9-1-1 Branch contact will be the primary interface with the Contractor.

State: Governor’s Office of Emergency
Services, Public Safety
Communications, CA 9-1-1 Branch Contractor: AT&T Corp.

Name: Andrew Mattson Name: Kent Ames
Address: 601 Sequoia Pacific Blvd. MS 911
Sacramento, CA 95811 Address: 2700 Watt Ave Sacramento
CA, 95821
Phone: (916) 894-5018 Phone: (530) 400-1987
e-mail: [email protected] e-mail: [email protected] Direct all Contract inquiries to:

State: Governor’s Office of Emergency
Services Contractor: AT&T Corp.

Unit: Procurement/Contracts Unit Attention: Mike Mahoney Name: Saagar Patel
Address: 3650 Schriever Ave
Mather, CA 95655 Address: 2700 Watt Ave Sacramento
CA, 95821
Phone: (916) 845–8180 Phone: (916) 486-3236
e-mail: [email protected] e-mail: [email protected] 6 EVERGREEN TECHNICAL REQUIREMENTS
All requirements as stated in EXHIBIT 21, TECHNICAL REQUIREMENTS are part of this SOW.

CPE offering shall be maintained in good operating condition at the Contractor’s data center or in the cloud to ensure Continuing Standards of Performance are met.

6.1 LOCAL HARDWARE
The Contractor shall provide maintenance (labor and parts) and keep all equipment at the PSAP in good operating condition. Maintenance parts will be furnished by the Contractor and will be new. Contractor is responsible for disposal of replaced parts removed during maintenance.

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The Contractor shall furnish and replace all evergreen services and parts for a period of five (5) years beginning on the first day following System Acceptance. Any such service required as a result of erroneous site preparation specifications furnished by the Contractor or otherwise required due to the fault or negligence of the Contractor, shall be provided by the Contractor at no additional charge. Prior to the expiration of the evergreen service period, whenever equipment is shipped for mechanical replacement purposes, the Contractor shall bear all costs for such shipment including, but not limited to, costs for packing, transport, handling, and insurance.

On site services will be furnished by the Contractor’s nearest service location. The Contractor shall have prompt access to the equipment, subject to the PSAP’s standard security requirements, to perform this service. There shall be no charge for travel expenses associated with services for which the Contractor is responsible.

Contractor shall provide full maintenance coverage 24 hours per day, seven (7) days per week, 365 days a year (24x7x365).

6.2 UPGRADES AND PLANNED MAINTENANCE DOWN-TIME
The proposed 9-1-1 CPE Systems shall not experience any downtime for planned maintenance. It is acceptable that individual workstations have downtime for planned maintenance, however, PSAPs will have input into the update schedule such that no more than 25% of their workstations are updated at the same time.

6.3 PLANNED MAINTENANCE
Planned maintenance shall be performed in accordance with a Standard Operating Procedure (SOP) mutually agreed to by the State and Contractor designed to mitigate the operational impact of such maintenance. Scheduled downtime must be coordinated with the CA 9-1-1 Branch and affected PSAPs with at least five (5) business days advance notice prior to performing the scheduled downtime in order for the downtime not to be calculated into the monthly availability.

Contractors shall disclose any service impact, limitation, or operational issue that may arise as a consequence of planned maintenance and shall propose mitigation for the known impact, limitations, or operational issues as part of the SOP.

6.4 REMEDIAL MAINTENANCE
Contractors shall track the status of each Critical, Major, and Minor Failure (as defined in SLA) through the Trouble Ticket Log. Contractors shall provide the telephone number of their customer support center to each PSAP with whom they have an evergreen Contract for reporting Critical, Major, and Minor Failures. The Contractor’s customer support center telephone shall be answered 24 hours a day, seven (7) days a week by a live person. The Contractor’s customer support center will be responsible for coordinating the resources CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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necessary to correct Critical, Major, and Minor Failures and for accurately updating the Trouble Ticket Log.

6.5 RNSP/PNSP REPAIRS
If the PSAP notifies the Contractor of a problem with the 9-1-1 system and the Contractor determines that the problem lies with the PNSP/RNSP NG9-1-1 Trunks, the Contractor, will be responsible for notifying the PSAPs that the problem lies with the PNSP/RNSP. All Contractors are required to e-bond ticketing systems with PNSP/RNSP.

6.6 REPLACEMENT PARTS
The spare components and parts inventory shall include all components included in CPE solution. This is including but not limited to workstation, Uninterruptable Power Supply (UPS) devices, peripheral equipment interface devices, monitors, and computer keyboards. All replacement components and parts shall be available to authorized Contractor repair personnel on a 24x7x365 basis.

6.7 SYSTEM OR SOFTWARE UPDATES
The CA 9-1-1 Branch expects to allow for system/software updates and enhancements.

Contractor(s) are required to:

1. Support this effort throughout the life of the resulting Contract.

2. Updates offered shall meet all current National Emergency Number Association (NENA) i3 requirements.

3. Prior to update, Contractor(s) shall provide notification to the CA 9-1-1 Branch Contract Manager as well as all affected PSAPs with a Technical Services Bulletin (TSB).

4. Submit test plan for the proposed update.

5. Validate the update through the CA 9-1-1 Branch NG 9-1-1 Lab as directed by the CA 9-1-1 Branch.

6. Obtain approval from the CA 9-1-1 Branch of the update.

6.8 EVERGREEN SERVICE EXCLUSIONS
Evergreen service does not include electrical work or adverse environmental conditions external to equipment or maintenance of accessories, alterations, attachments, or other devices not listed in Cost Workbook.

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7 CONTRACTOR FACILITY LOCATIONS
All Contractor’s facilities, direct technical and administrative support personnel that will perform services as part of this Contract must be located within the Continental United States (CONUS) or the District of Columbia.
8 CA 9-1-1 BRANCH ROLES AND RESPONSIBILITIES
1) The CA 9-1-1 Branch will designate a person to whom all Contractor communication may be addressed, and who has the authority to act on all aspects of the services, see Section 4 for designee. The CA 9-1-1 Branch designee will be the POC for all documents related to this Contract to ensure understanding of the responsibilities of both parties;
2) The CA 9-1-1 Branch will designate a 9-1-1 Advisor to review the SOW and associated documents. 9-1-1 Advisor shall provide at least a minimum of 10 state business days for the timely review and approval of information and documentation provided by the Contractor.
3) The CA 9-1-1 Branch, in partnership with the PSAP, will determine adequacy of all work performed and all products installed by the Contractor. Should the work performed or the products installed by the Contractor fail to meet expectations, requirements, or specifications, the following resolution process will be employed:
a) The Contractor shall, within five (5) State business days after initial problem notification, respond to the CA 9-1-1 Branch by submitting a corrective action plan to address the specific inadequacies or failures in the identified services and products. Failure by the Contractor to respond to the CA 9-1-1 Branch’s initial problem notification within the required time limits may result in immediate termination of the Contract.
b) In the event of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for all work accepted prior to termination. c) The CA 9-1-1 Branch will, within five (5) State business days after receipt of the Contractor’s detailed explanation or proposed corrective action plan, notify the Contractor in writing whether it accepts or rejects the explanation and/or plan. If the CA 9-1-1 Branch rejects the explanation or plan, the Contractor will submit a revised corrective action plan within three (3) State business days of notification of rejection. Failure by the Contractor to respond to the CA 9-1-1 Branch’s notification of rejection by submitting a revised corrective action plan within the required time limits may result in immediate termination of the Contract. In the event of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for all work accepted prior to termination. d) The CA 9-1-1 Branch will, within three (3) State business days of receipt of the revised corrective action plan, notify the Contractor in writing whether it accepts or rejects the revised corrective action plan proposed by the Contractor. Rejection of the revised corrective action plan will result in immediate termination of the Contract. In the event of such termination, the CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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CA 9-1-1 Branch shall pay all amounts due the Contractor for all work accepted prior to termination.
4) Upon first installation in each region the CA 9-1-1 Branch will order network connectivity from the PNSP and RNSP into two (2) logically and physically diverse Contractor points of interface within five (5) working days of:
a. Successful testing in the Cal OES NG9-1-1 Lab,
b. The identification and CA 9-1-1 Branch approved Contractor points of interface, and
c. Completion of the TD-288 approval process.
9 PSAP RESPONSIBILITIES
1) If required to meet special environmental considerations, the PSAP will modify its site facilities to meet the Contractor’s minimum site and environmental specifications as supplied by the Contractor. Costs associated with these modifications shall be the responsibility of the PSAP.
2) Subject to the PSAP’s security regulations, the Contractor shall have full and free access to the CPE equipment.
3) Any lines terminating into the CPE solution (including but not limited to) 7 digit emergency lines, administrative lines, ring downs lines (circuits), direct connects, as well as contact closures.
10 CONTRACTOR’S ROLES AND RESPONSIBILITIES
1) Contractor shall deliver all services and equipment necessary for system deployment.
2) Contractor shall deploy the system and have the system ready for acceptance testing within 90 calendar days from TD-288 issue date, or as defined on the project SOW timeline as agreed upon by the CA 9-1-1 Branch, the Contractor, and the PSAP.
3) Contractor shall perform and provide a PSAP site survey for each CPE installation. 4) Contractor shall provide necessary wiring for connection to NG9-1-1 Trunks as well as interface connectivity to all necessary peripheral equipment. 5) Contractor shall perform System Readiness Testing prior to cutover, to ensure that the system is installed and operates as defined in SOW. 6) Upon Contract execution the Contractor shall meet via in person meeting or teleconference, with the CA 9-1-1 Branch team at a minimum monthly, or at the discretion of the CA 9-1-1 Branch, to ensure project tasks and timelines are met, with all Contractor Key Staff identified in SOW Section 9. The CA 9-1-1 Branch may require an in person meeting based on project status.
7) The Contractor shall adhere to and support all interface standards as designed by the PNSP and approved by the CA 9-1-1 Branch.

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8) The Contractor shall designate a primary contact person to whom all project communications may be addressed and who has the authority to act on all aspects of the services.
9) The Contractor shall notify the CA 9-1-1 Branch in writing, of all changes in key personnel assigned to the tasks as outlined in Section #9 below. If a Contractor employee is unable to perform due to illness, resignation, or other factors beyond the Contractor’s control, the Contractor will provide suitable substitute personnel.

The CA 9-1-1 Branch reserves the right to approve all substitute personnel. 10) The Contractor shall perform their duties on PSAP premises during the best available hours at the direction of the PSAP.
11) Contractor staff will be subject PSAP background check and security requirements.
12) Contractor shall deliver and provide all documents in electronic format. 13) Contractor shall report all SLAs in accordance to Section 22.1 Contractors Monthly Activity Report.
11 LABOR CLASSIFICATIONS
Contractor shall make available each of the labor classifications listed below. Hourly labor will only be used on a limited basis and only with pre-approval from the CA 9-1-1 Branch. The cost identified in Exhibit 22, COST WORKBOOK shall be utilized to support all of these labor classifications:
1) Contractor Trained Technician - A Contractor trained technician is able to diagnose all major and minor system alarms, provide hardware and software repairs, provide recommendations regarding user configurations and make changes to the user defined software. Technician to be available both on site, as well as remotely, for any possible issues.
2) Contracted Technician - The technician is able to provide hardware installations and replacements, provide recommendations regarding user configurations, under the direction of the CPE Contractor.
3) System Engineer - A system engineer shall be capable of engineering the entire solution and any related programming that that the Contractor offers through the resulting Contract.
4) Project Manager - The project manager will act as the single point of contact to the PSAP manager (or their designee) and will be available to the PSAP manager during the implementation of a new system and will be on-site during cutover to the new system. All project managers shall be located in the continental US and will be made available for in person meetings at the CA 9-1-1 Branch or PSAP request.

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12 PROJECT MANAGEMENT
For each installation of a 9-1-1 system, the Contractor shall assign a project manager with knowledge and experience in managing system installations of similar complexity. All installations shall use industry accepted project management methodology throughout the project.

The project manager shall be the single point of contact between the Contractor and the PSAP throughout the installation and acceptance process. The project manager will be responsible for coordinating with the PSAP all aspects of the installation including project scheduling, installation of equipment, training, problem resolution, acceptance testing, contractual and technical issues and answering all questions the PSAP may have.

The Contractor shall assign a project manager who is familiar with 9-1-1 in CA, Internet Protocol (IP) networks, as well as the proposed system. All project managers shall be located in the continental US and will be made available for in person meetings at the CA 9-1-1 Branch or PSAP request.
13 SUBCONTRACTORS
The Contractor shall provide and maintain a list of all subcontractors providing the services identified below. The information shall be submitted in the same format as EXHIBIT 24: LIST OF PROPOSED SUBCONTRACTORS.

The Contractor shall notify the CA 9-1-1 Branch, in writing, of any changes of Subcontractor personnel assigned to the tasks within ten (10) business days of the change. The CA 9-1-1 Branch retains the right to approve or not approve. This requirement does not apply to subcontractors that only provide supplies. 14 ALTERATIONS AND ATTACHMENTS
The PSAP shall not make unauthorized alterations or install attachments to the equipment.

Repair of damage attributable to the alteration or attachment will be billed to the PSAPs at the Contractor’s rate provided in Exhibit 22, COST WORKBOOK, Labor Rate.

All reprogramming required by the Contractor to accommodate such alterations and/or attachments shall be implemented at the PSAPs expense.

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15 PROBLEM ESCALATION
The parties acknowledge and agree that certain technical and project related problems or issues may arise, and that such matters shall be brought to the CA 9-1-1 Branch’s attention. Problems or issues shall be reported in monthly status reports and via webbased alert and monitoring systems accessible by the CA 9-1-1 Branch. Severity of the problem(s) as outlined below require escalated reporting. To this extent, the Contractor or the PSAP will determine the level of severity and notify the appropriate CA 9-1-1 Branch personnel. The CA 9-1-1 Branch personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. CA 9-1-1 Branch escalation levels are as follows:

First level: PSAP Advisor
[email protected]
(916) 657-####
Second level: Advisory and Compliance Unit Supervisor
First.Last @caloes.ca.gov
(916) 657-####
Third level: Program Management Division Chief
First.Last @caloes.ca.gov
(916) 657-####
Please refer to the CA 9-1-1 Branch Organizational Chart for up to date personnel:
https://www.caloes.ca.gov/PublicSafetyCommunicationsSite/Documents/001-CA9-1- 1BranchOrganizationChart.pdf

15.1 SERVICE ISSUES AND OUTAGE NOTIFICATION
The Contractor shall develop an automated outage notification system that will provide system monitoring capability and outage reporting to the CA 9-1-1 Branch.

After Contract award, information for the confidential CA 9-1-1 Branch outage notification phone number and e-mail will be provided. Outage reporting shall incorporate near real-time monitoring per EXHIBIT 21 TECHNICAL REQUIREMENTS. A secure login portal shall be made available to the CA 9-1-1 Branch.

15.1.1 OUTAGE NOTIFICATION
In the event of any critical or major service issue(s) or outage(s) as specified in the appropriate Service Level Agreement (SLA), the Contractor shall notify the CA 9-1-1 Branch via a phone call as well as email within fifteen (15) minutes of initial report of outage, providing the initial notification and containing the following (as available):
1) PSAP(s) affected;
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2) Problem description;
3) Time of failure;
4) Affected systems or services;
5) Impact to 9-1-1 Service;
6) Trouble ticket number;
7) Ticket type (open, monitoring, dispatched).

Contractor shall provide follow-up notification as new information becomes available or every 4 hours, whichever occurs first. All updates shall include current status and any additional data pertinent to the outage and its resolution such as:
1) Extent of outage;
2) Affected systems or services (if different than initial); 3) Any 9-1-1 traffic lost in the CPE providers cloud or data center; 4) Sequence of events toward resolution (action taken to resolve the issue); 5) Estimated time of technician arrival (ETA);
6) Estimated time of outage resolution (ETR).

When critical or major event is cleared, Contractor shall send a final notification of resolution. The CA 9-1-1 Branch may review this with the Contractor every month, to determine if notifications need to be adjusted. See SLA Section 22.

15.1.2 OTHER EVENT NOTIFICATION
For any other service issue(s) or outage(s) that the monitoring system does not report on, the Contractor shall notify the CA 9-1-1 Branch. Contractor shall notify the CA 9-1-1 Branch of the problem via phone call and e-mail within fifteen (15) minutes of initial report of outage or disruption of service(s). Contractor shall provide the initial notification, which will contain the following (as available):
1) PSAP(s) affected;
2) Problem description;
3) Time of failure;
4) Affected systems or services;
5) Impact to 9-1-1 Service;
6) Trouble ticket number;
7) Ticket type (open, monitoring, dispatched).

When the event is cleared, Contractor shall send a final notification of resolution.

The CA 9-1-1 Branch may review this report, including root cause analyses, with the Contractor every month, to determine if notifications need to be adjusted. See SLA Section 17.

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16 CHANGE CONTROL PROCESS
The Contractor shall not make any changes after implementation and successful acceptance of the CPE service, unless approved by the CA 9-1-1 Branch. 17 CONTRACTOR TASKS AND DELIVERABLE REQUIREMENTS

17.1 MAINTENANCE PLAN
Contractor shall be responsible for maintaining all cloud or data center based CPE Services for the term of the Contract. No additional costs outside of the cost workbook, EXHIBIT 22, shall be incurred by the CA 9-1-1 Branch or the PSAP. Contractor shall include a draft maintenance plan in response to this RFP. A final maintenance plan shall be submitted to the CA 9-1-1 Branch for review and approval within 90 days from Contract execution. Planned or unplanned maintenance shall not disrupt 9-1-1 service or trigger any SLAs.

Maintenance Plan shall include at a minimum:
1) Hardware Issues;
2) Servers;
3) Switches;
4) Routers;
5) Software Issues;
6) Operating System Software Issues;
7) Security System Software Issues;
8) Connectivity Issues.
18 TRAINING

18.1 TRAINING TIMES AND LOCATIONS
For the purposes of training, the Contractor shall provide formal, hands-on instruction for PSAP personnel in operation of the equipment during the acceptance testing period.

Training for equipment installation coordinators and project leaders will be conducted at the PSAP.

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18.2 TRAINING PLAN
The Contractor shall provide training and training materials to ensure that all users and administrators can proficiently use the 9-1-1 CPE system. The Contractor will provide the following:
1) A comprehensive training program that provides CPE users with the skills necessary to operate all features of the 9-1-1 system
2) Training at a time mutually agreed upon by the PSAP and the Contractor. Training schedule to be created by Contractor
3) Instructors proficient with the provided solution
4) Training to be provided within two weeks of go-live (PSAP delays are not considered a reason to change the training schedule)
5) Train no more than six (6) users per instructor, per class, unless a larger class is mutually agreed to by the PSAP and the Contractor. All training classes should be scheduled so as to reduce the number of site visits necessary to train all personnel 6) In addition to CPE user training, the Contractor will provide administrator training:
a) This training shall cover routine MACs accessible by a System Administrator, routine trouble shooting procedures and problem reporting procedures. b) MIS trainingshall be provided no more than 30 calendar daysfollowing cutover. c) Training will also include an on-site instructor(s) at the beginning of the system acceptance testing period. The purpose of the instructor(s) will be to assist PSAP personnel as needed after they begin using the new equipment (cutover coach).
7) Post-cutover training shall be provided to the PSAP upon the PSAP’s request. Postcutover training will be provided for no less than six (6) users or system administrators in any single training session.
8) Appropriate manuals and other materials must be provided to each participant in training. All manuals and materials must be provided in an electronic format only.

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9) Online reference materials and manuals must be updated on a continual basis to reflect CPE system upgrades, new functionality, and system releases.

18.3 TRAINING ON NEW FUNCTIONALITY
If requested by the PSAP, training and documentation on new functionality shall be provided by the Contractor at no charge to the PSAP or the CA 9-1-1 Branch. 19 CPE SYSTEM ACCEPTANCE
Acceptance testing is intended to ensure that the system acquired operates according to the manufacturer’s technical specifications, performs as warranted by the requirements of this Contract, and exhibits a 99.999% level of availability. Acceptance testing is required for all 9-1-1 CPE deployments.

System acceptance testing shall commence on a mutually agreed date and time within 10 business days after Contractor issues a certificate of system readiness.

In the event the system does not meet the standard of performance during the initial 10 days, the CA 9-1-1 Branch will be included in ongoing communications regarding progress or delays. The acceptance-testing period shall not be delayed due to a PSAP request to make a change within a system’s featured functionality. Failures during acceptance testing period caused by sources outside of the Contractor’s control, and approved by the CA 9-1-1 Branch, shall initiate a stop-clock. If system is operating as designed (and as captured in the SOW) the PSAP may not delay system acceptance beyond the 10 day time frame. If such a delay occurs, the PSAP may be subject to loss of residual funding and shall be responsible for all labor performed by the Contractor at the hourly rate in Exhibit 22.

The PSAP and the CA 9-1-1 Branch will judge the acceptability of all work performed and all work products produced by the Contractor as a result of this SOW.

19.1 ACCEPTANCE TESTING CRITERIA
1) The Contractor shall issue a certificate of system readiness when equipment and software are installed and ready for acceptance testing. Acceptance testing will begin on a date and time agreed upon by the PSAP and the Contractor and will end when the equipment and software have met the standard of performance Acceptance Testing Criteria for a period of 240 consecutive hours.

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2) No invoice shall be paid by the CA 9-1-1 Branch until all of the items on the CPE system acceptance form are met. Upon successful completion of the acceptance testing period, the PSAP shall sign system acceptance and provide copies to the Contractor and the CA 9-1-1 Branch.
3) The standard of performance for acceptance testing is defined as the operation of equipment and/or software at an average level of effectiveness of 99.999% for a period of 240 consecutive hours.
4) During the acceptance testing period, if the system is not performing as intended, the Contractor shall adhere to the response time requirements specified in the SOW.
5) If the system does not meet the standard of performance within 90 consecutive calendar days after the start of the acceptance testing, the PSAP shall have the option to request a replacement system, extend the testing period, or terminate the order. The PSAP's option shall remain in effect until the system meets the performance criteria. If the system has not met the standard of performance by 180 calendar days after installation, the order may be cancelled. If the CA 9-1-1 Branch determines the same type of system and/or vendor have not met the standard of performance, or agreed upon contractual obligations at more than three (3) planned installations during the term of this Contract, the system and/or vendor may be removed from the Contract at the discretion of the CA 9-1-1 Branch.

19.2 CONTRACT TERMINATION
Should the work performed or the products produced by the Contractor fail to meet the PSAP SOW conditions, requirements, specifications, guidelines, or other applicable standards, the following resolution process will be employed, except as superseded by other binding processes.

The CA 9-1-1 Branch will notify the Contractor in writing within ten (10) State business days after completion of each phase of service of any acceptance problems by identifying the specific inadequacies and/or failures in the services performed and/or the products produced by the Contractor.

The Contractor will, within five (5) State business days after initial problem notification, respond to the CA 9-1-1 Branch by submitting a detailed explanation describing precisely how the identified services and/or products actually adhere to and satisfy all applicable requirements, and/or a proposed corrective action plan to address the specific inadequacies and/or failures in the identified services and/or products. Failure by the Contractor to respond to the CA 9-1-1 Branch initial problem notification within the required time limits may result in immediate termination of the Contract.

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The CA 9-1-1 Branch will, within ten (10) State business days after receipt of the Contractor’s detailed explanation and/or proposed corrective action plan, notify the Contractor in writing whether it accepts or rejects the explanation and/or plan. If the CA 9-1-1 Branch rejects the explanation and/or plan, the Contractor will submit a revised corrective action plan within five (5) State business days of notification of rejection.

Failure by the Contractor to respond to the CA 9-1-1 Branch’s notification of rejection by submitting a revised corrective action plan within the required time limits may result in immediate termination of the Contract.

The CA 9-1-1 Branch will, within ten (10) State business days of receipt of the revised corrective action plan, notify the Contractor in writing whether it accepts or rejects the revised corrective action plan proposed by the Contractor. Rejection of the revised corrective action plan will result in immediate termination of the Contract. In the event of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for all work accepted prior to termination.
20 DATA HANDLING

20.1 DATA HANDLING AND OWNERSHIP
All 9-1-1 traffic data shall be the property of the PSAP. All meta-data relating to this Contract shall be the property of the CA 9-1-1 Branch. All 9-1-1 traffic data and metadata shall not be accessed or distributed by any Contractor or any of its subcontractors.

20.2 CALL DATA RECORDS
All 9-1-1 Call Data Records (CDR) are the property of the CA 9-1-1 Branch and shall be made available to the PSAP. The Contractor shall utilize Session Internet Protocol (SIP) metadata and i3 logging to monitor, track and verify data flow as a part of the CDR. All NG9-1-1 metadata shall have a ten (10) year retention period.

20.3 9-1-1 TRAFFIC DATA
All 9-1-1 Traffic Data is the property of the PSAP and shall be retained as per EXHIBIT 21, TECHNICAL REQUIREMENTS.
21 PSAP HELP DESK/CALL CENTER.

Contractor shall provide a point of contact 24 hours a day, 7 days a week, 365 days a year, for the CA 9-1-1 Branch, PSAP, and Contractor personnel to report trouble on the respective CPE Services in accordance with requirements as identified in EXHIBIT 21, CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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TECHNICAL REQUIREMENTS. The Contractor shall provide help desk and call center service in accordance with EXHIBIT 21, TECHNICAL REQUIREMENTS. 22 SERVICE LEVEL AGREEMENTS (SLA)

22.1 SLA CONTRACTOR’S MONTHLY ACTIVITY REPORT
By the 10th of each month, the Contractor shall provide the CA 9-1-1 Branch with a detailed report of system availability under this Contract using Monthly Technical SLA Compliance Report listed below, Contractor’s Monthly Activity Report, SLA Section 22.

The CA 9-1-1 Branch reserves the right to require the Contractor to make minor modifications to the format and content of these reports during the Contract term, at no cost. At the conclusion of each month’s meeting, the CA 9-1-1 Branch will advise Contractor on any SLAs that have not been met. Contractor agrees this will be final notification and will move forward with any appropriate credit or adjustment for the next billing cycle. Contractor agrees this meeting shall serve as notification in compliance with the SLA terms. The remedy for each missed SLA shall be solely determined by the State.

A single outage can trigger multiple SLAs.

22.2 CONTRACTOR’S MONTLY ACTIVITY REPORT
Monthly Activity Report shall include at a minimum the fields listed below:
1) ID;
2) PSAP Name Impacted;
3) Month Date;
4) Day/Time Start;
5) Day/Time End;
6) Duration Hour: Min
7) Reporting Entity;
8) Outage Type;
9) Cause of Incident/Outage;
10) Summary of Incident/Outage;
11) Yes/no if qualified for SLA;
12) The applicable SLA;
13) Rights and remedies applied to each ticket when applicable; 14) Other.

22.3 SLA REPORTING REQUIREMENTS
The following SLAs provide charts describing the definition, measurement method, objective, and rights and remedies for each category. The following SLAs are not CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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intended to supersede any regulatory or statutory requirements and/or penalties imposed by the FCC, CPUC, or any other legislative oversight.

22.3.1 TIME TO REPAIR CRITICAL FAILURE
Definition Measurement Method Objective Rights and Remedies Critical Failure is
defined as any CPE
failure that prevents 10
digit or 9-1-1 traffic,
including but not
limited to, voice, text,
and video from being
delivered to and/or
answered at the
PSAP. Also includes
failure of 25% or more
workstations at the
PSAP.

Time to repair will be
measured from time failure is
reported and will conclude
when repair has been made
and the trouble ticket has
been closed.

Each Critical
Failure will be
resolved within
four (4) hours of
notification
to the
Contractor’s
customer
support
center or by
alarm,
whichever
comes first.

Each occurrence of a
failure to meet this SLA
objective shall result in
a 25% credit of the
CPE Service Cost MRC
of all affected PSAPs.

A critical failure
lasting longer than 8
hours shall result in a
credit of 100% of the
CPE Service Cost
MRC of all affected
PSAPs.

22.3.2 TIME TO REPAIR MAJOR FAILURE
Definition Measurement Method Objective Rights and Remedies Major Failure is a loss
of any 10 digit or 9-1-1
traffic processing
capability affecting
either the software,
system workstations, or
the call taking system
as a whole. Call may
still be answered but
major system
functionality has been
disabled or disrupted,
e.g. Location
information, transfer,
hold, supplemental
data, etc. are
disrupted.

Time to repair will be
measured from time
failure is reported and will
conclude when repair has
been made and the
trouble ticket has been
closed.

Each Major
Failure will be
resolved within
eight (8) hours of
notification to
the Contractor’s
customer
support center or
by alarm,
whichever
comes first.

Each occurrence of a
failure to meet this SLA
objective shall result in
a 15% credit of the
CPE Service Cost MRC
for all affected PSAPs.

A major failure lasting
longer than 12 hours
shall result in a credit of
100% of the CPE Service
Cost MRC of all
affected PSAPs.

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22.3.3 TIME TO REPAIR MINOR FAILURE
Definition Measurement Method Objective Rights and Remedies Minor Failure is
defined as any
feature or function
that affects noncritical CPE
functionality as
specified in the SOW
or technical
requirements. This
applies specifically to
any software features
that enhance call
processing but do not
hinder call processing.

Time to repair will be
measured from time
failure is reported and will
conclude when repair has
been made and the
trouble ticket has been
closed.

Each Minor
Failure will be
resolved within
48 hours of
notification to
the Contractor’s
customer
support center or
by alarm,
whichever
comes first.

Each occurrence of
a failure to meet this
SLA objective shall
result in a 10% credit
of the CPE Service
Cost MRC for the
affected PSAP.

A minor failure lasting
longer than 240 hours
shall result in a credit
of 50% of the CPE
Service Cost MRC of
all affected PSAPs.

22.3.4 AVAILABILITY
Definition Measurement Method Objective Rights and Remedies Availability captures
short duration outages
within a month that
do not trigger other
time to repair SLAs
such as Critical, Major,
and Minor.

The monthly availability
percentage equals the
scheduled uptime per
month less unavailable
time divided by scheduled
uptime per month,
multiplied by 100, on a per
PSAP basis.

Monthly up-time
shall be greater
than 99.999%.

Each occurrence of a
failure to meet this SLA
objective shall result in
a 20% credit of the CPE
Service Cost MRC for
the affected PSAP.

For more than three (3)
months in a row or five
(5) months in any 12
month period
occurrences of a
failure to meet this SLA
objective shall result in
the PSAP’s ability to
terminate the service
contract with 30
calendar days’ notice,
with no early
termination charges
to Cal OES or the PSAP.

For more than six (6)
months in any 12
month period,
occurrences of a
failure to meet this SLA
objective shall result in
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a breach of contract,
with all service in CA
terminated.

22.3.5 OUTAGE NOTIFICATION
Definition Measurement Method Objective Rights and Remedies Outage is defined as
critical failure of CPE
(as defined in time to
repair critical failure
SLA).

Critical failure with a
duration of fifteen (15)
minutes or more.

Notification to
Cal OES of all
outages of
fifteen (15)
minutes or
more. Cal OES
shall be notified
within fifteen
(15) minutes of
discovery of
outage.
$1,000 credit for
failure to notify Cal
OES within fifteen
(15) minutes of
outage.

Failure to report
continuing after the
initial fifteen (15)
minutes will result in an
additional $5,000 per
every five (5) minute
increment. Not to
exceed $25,000 per
outage.

22.3.6 DEPLOYMENT AND CUSTOMER ACCEPTANCE
Definition Measurement Method Objective Rights and Remedies Vendor shall adhere
to the agreed upon
installation dates
identified in the SOW.

PSAP system acceptance
shall occur within fourteen
(14) days of system
installation.

To prevent delays
of CPE
deployment
beyond 14 days.

Any delay beyond
fourteen (14) days shall
result in a 25% credit of
total installation costs
listed on the authorized
TD-288.

22.3.7 SLA REPORTING
Definition Measurement Method Objective Rights and Remedies Contractors shall
provide SLA
reports for each
month of activity
during the term of the
Contract.

Calendar days Contractors shall
deliver accurate
and complete
reports no more
than 10 calendar
days following the
end of the
applicable
reporting month.

Each occurrence of a
failure to meet the
objective shall result in
a $1000.00 credit for
each business day that
the report is not
delivered.

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22.3.8 SLA REMITTANCE
Definition Measurement Method Objective Rights and Remedies Timely remittance of
service credits to the
CA 9-1-1 Branch for
missed SLA
objectives.

Billing cycle Credit shall be
applied to invoice
no more than two
billing cycles after
notification by the
CA 9-1-1 Branch of
the SLA to the
vendor.

Each occurrence of an
SLA remedy (credit)
that is not remitted
within two billing cycles
will result in an
additional $5,000.00
remittance for each
billing cycle that the
credit is not issued.

22.3.9 SOFTWARE UPDATE ROLLBACK
Definition Measurement Method Objective Rights and Remedies Contractor must be
able to roll back to
previous version of
CPE software within 30
minutes of discovery
when any update,
bug fix, patch, hot fix,
etc. causes a critical,
or major failure at the
PSAP.

Minutes To prevent outages
at the PSAP due to
faulty software
updates.

Contractor to provide
$500 credit or
adjustment for every 30
minutes after
notification, until the
CPE software is rolled
back.

22.3.10 QUALITY OF SERVICE
Definition Measurement Method Objective Rights and Remedies Contractor shall
process and deliver
voice calls with little or
no degradation of
voice quality of the
call from the ingress
demarcation point to
the PSAP, as
measured and
monitored by an
automated Mean
Opinion Score (MOS)
measurement tool.

SLA does not apply if
PNSP or RNSP is
determined to be the
MOS values shall be
measured hourly to
determine the average MOS
score, unless a problem has
been detected. MOS is
measured between cloud or
data center and the CPE
located at the PSAP.

At five (5)
minute intervals,
99% of the MOS
measurements
shall exceed 2.6
and 90% shall
exceed 3.8.

For the affected PSAP:
25% credit, or
adjustment of CPE MRC
for single occurrence.
50% credit/or
adjustment of CPE MRC
for second occurrence
within a 60 minute
period. 100% credit/or
adjustment of CPE MRC
for third occurrence
within a 60 minute
period.

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cause of the audio
degradation.

22.3.11 PLANNED OUTAGES
Definition Measurement Method Objective Rights and Remedies All planned outages
shall be communicated
to the CA 9-1-1 Branch
as well as the PSAPs via
written and verbal
notification and
justification.

Notification shall occur no
less than 48 hours prior to
planned outage.

To provide
advanced
warning,
enabling Cal
OES and the
PSAPs time to
prepare.

Lack of 48 hours’ notice
shall result in a one-time
$10,000 credit to Cal
OES.

22.3.12 NON-DELIVERY OF SYSTEM REQUIREMENTS
Definition Measurement Method Objective Rights and Remedies CPE shall deliver all
functional requirements
as spelled out in this
SOW as well as Exhibit

21. PSAP notification
and subsequent
validation of noncompliance shall be
penalized by Cal OES.

Any non-functioning
technical requirement, per
RFP technical requirements
checklist.

To ensure all
CPE features
and functions
are delivered to
the PSAP.

Credit or adjustment of
TMRC for 75% of
deployed PSAPs per
month upon discovery
and validation, until
functionality is
delivered and verified
by the CA 9-1-1 Branch.

If functionality is not
delivered within 18
months, Cal OES shall
consider this a breach
of contract. All CPE
services with the
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vendor in CA will be
terminated.

22.3.13 FAILURE TO COLLABORATE
Definition Measurement Method Objective Rights and Remedies Contractor shall
incorporate, when
required, necessary
Cal OES approved
changes to the
interface or
connection between
NGCS and CPE.

Calendar Days. Interface
changes to CPE shall be
implemented within 30
calendar days of
successful completion of
testing in the Cal OES NG9-
1-1 Lab.

To ensure
collaboration and
cooperation
between NGCS
and Contractors,
allowing for NG9-
1-1 evolution over
time.

Failure to comply shall
result in a $500 per day
credit, adjustment to
Cal OES.

22.3.14 ROOT CAUSE ANALYSIS FOR UNPLANNED OUTAGES
Definition Measurement Method Objective Rights and Remedies Root cause analysis
(RCA) shall be
provided to Cal OES
for all unplanned
outages.

Calendar days
Contractor shall provide
RCA with 15 business
days of any unplanned
outage.

To give Cal OES
visibility into the
NG9-1-1 ecosystem.

Failure to comply will
result in a $500 per day
credit, adjustment to
Cal OES

22.3.15 SYSTEM MONITORING
Definition Measurement Method Objective Rights and Remedies Contractor shall
deliver all system
monitoring access
24/7/365.

The monthly availability
percentage equals the
scheduled uptime per
month less unavailable
time divided by
scheduled uptime per
month, multiplied by 100.

Scheduled uptime is
based on 24x number of
days in the month. The
monthly availability
percentage shall be
based on the cumulative
total of all outage
durations for each
calendar month.

99.999% availability
of system
monitoring to Cal
OES.

Each occurrence of
a failure to meet this
SLA objective shall
result in a 15% credit
of the Vendor’s total
CPE Service Cost
MRC.

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22.3.16 CUMMULATIVE / MULTIPLE SLA LIMITATIONS
Definition Measurement Method Objective Rights and Remedies Contractor, shall be
responsible to remit
credits, adjustments,
and SLA reports in the
event a single event
triggers multiple SLAs.

Multiple SLA’s triggered in a
single month by a single
event.

Establish a
maximum SLA
threshold.

In the event multiple
SLA’s are triggered
by a single event in a
single month, the
total cumulative SLA
credit / adjustment
shall not exceed 50%
of the total MRC for
the month
corresponding to the
event, unless a single
SLA violation
identifies a larger
right and remedy.

22.3.17 STANDARDS COMPLIANCE UPDATES
Definition Measurement Method Objective Rights and Remedies Contractor, shall
update the CPE
solution to comply
with NENA i3
standards, based on
the timeline and
deployment process
as directed by the CA
9-1-1 Branch. For
most, but not
necessarily all
updates, the CA 9-1-1
Branch will direct a
minimum timeline of
six (6) months.

Timeline begins when
directed by the CA 9-1-1
Branch. Measurement will
be in calendar days.

Timely deployment
of CPE upgrades
based on
notification by the
CA 9-1-1 Branch.

Failure to deliver by15
days of the CA 9-1-1
Branch directed
deadline shall result in
50% credit of the
affected month’s
MRC for each
deployed solution.

Failure to deliver by
180 days of the CA 9-
1-1 Branch directed
deadline shall result in
100% credit of the
affected month’s
MRC for each
deployed solution
and a Senior
Executive shall
appear at the 9-1-1
Advisory Board to
report on the vendors
failure to comply.

Failure to deliver by
365 days of the CA 9-
1-1 Branch directed
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deadline shall result in
Contract termination.

22.4 STOP CLOCK CONDITIONS
The following stop-clock conditions shall apply during the term of this Contract including any and all extensions. Timeframes are dependent on the length of time the Contractor takes to restore the service, minus the time associated with events outside of the Contractor’s control, and approved by the CA 9-1-1 Branch, to prevent punitive damages from being assessed.
1) Periods when a restoration or testing effort is delayed at the specific request of the PSAPs with CA 9-1-1 Branch approval. The stop-clock condition shall exist during the period the Contractor was delayed, provided that reasonable and documented efforts are made to contact the PSAPs during the applicable stopclock period 2) Time after a service has been restored, but the PSAPs is not available to verify that the service is working
3) Restoration cannot be achieved because the problem has been isolated to wiring and/or connectivity that is not maintained by Contractor, or any of its subsidiaries, subcontractors, or affiliates
4) Trouble caused by a UPS problem outside of the responsibility of the Contractor 5) Lack of building entrance facilities or conduit structure that are the PSAPs responsibility to provide
6) PSAP access that is restricted as a result of an emergency 7) Site contact refuses access to technician who displays proper identification 8) Any problem or delay caused by a third party not under the control of Contractor, with CA 9-1-1 Branch approval. Contractor’s affiliates, subsidiaries, or subcontractors under the control of Contractor are not subject to this stop-clock provision
NOTE: A PSAPs request to hold a ticket open for observation shall not constitute a stopclock condition. The PSAP or technician is required to open a new ticket for observation.

22.5 REPORTING TROUBLE TICKET LOG
Contractors shall maintain a Trouble Ticket Log that will track the progress and status of restoration for all SLAs. The Contractor’s Trouble Ticket Log will include the date and time that each failure was reported, or system alarm of failure whichever occurs first, each CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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PSAP affected by the failure, the current status of the restoration process and the date and time that the failure is remedied to the PSAP representative’s satisfaction.

All trouble tickets shall be e-bonded with RNSP and PNSP Contractors.

The Contractor shall provide a dashboard for remote, 24/7/365 access to the CA 9-1-1 Branch, as well as requesting PSAPs, in order to track progress of the restoration of failures and to validate SLA calculations.
23 INSURANCE REQUIREMENTS
Contractor shall comply with all requirements outlined in the one (1) General Provisions section and two (2) Contract Insurance Requirements outlined in this section. No payments will be made under this Contract until Contractor fully complies with all requirements.
1) General Provisions Applying to All Policies
a) Coverage Term – Coverage needs to be in force for the complete term of the Contract. If insurance expires during the term of the Contract, a new certificate must be received by the State at least 30 days prior to the expiration of this insurance. Any new insurance must comply with the original terms of the Contract;
b) Policy Cancellation or Termination & Notice of Non-Renewal – Contractor is responsible to notify the State within five (5) business days of any cancellation, non-renewal or material change that affects required insurance coverage. New certificates of insurance are subject to the approval of the Department of General Services and the Contractor agrees no work or services will be performed prior to obtaining such approval. In the event Contractor fails to keep in effect at all times the specified insurance coverage, the State may, in addition to any other remedies it may have, terminate this Contract upon the occurrence of such event, subject to the provisions of this Contract;
c) Premiums, Assessments and Deductibles – Contractor is responsible for any premiums, policy assessments, deductibles or self-insured retentions contained within their insurance program;
d) Primary Clause – Any required insurance contained in this Contract shall be primary, and not excess or contributory, to any other insurance carried by the State;
e) Insurance Carrier Required Rating – All insurance companies must carry an AM Best rating of at least “A–” with a financial category rating of no lower CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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than VII. If the Contractor is self-insured for a portion or all of its insurance, review of financial information including a letter of credit may be required; f) Endorsements – Any required endorsements requested by the State must be physically attached to all requested certificates of insurance and not substituted by referring to such coverage on the certificate of insurance; g) Inadequate Insurance – Inadequate or lack of insurance does not negate the Contractor’s obligations under the Contract;
h) Use of Subcontractors - In the case of Contractor’s utilization of subcontractors to complete the contracted scope of work, Contractor shall include all subcontractors as insured’s under Contractor’s insurance or supply evidence of subcontractor’s insurance to the State equal to policies, coverages, and limits required of Contractor.
i) Contractor may, in its sole discretion, self-insure any of the required insurance under the same terms as required by this Agreement subject to approval by the State of California.
2) Contract Insurance Requirements
Contractor shall display evidence of the following on a certificate of insurance evidencing the following coverages:
a) Commercial General Liability
Contractor shall obtain, at Contractor’s expense, and keep in effect during the term of this Contract, Commercial General Liability Insurance covering bodily injury, and property damage in a form and with coverages that are satisfactory to the State. This insurance shall include personal and advertising injury liability, products, completed operations, and contractual liability coverage for the indemnity provided under this Contract. Coverage shall be written on an occurrence basis in an amount not be less than $1,000,000 per occurrence. Annual aggregate limit shall not be less than $2,000,000. The State of California, its officers, agents, and employees are to be included as additional insured by endorsement with respect to liability caused in whole or in part by Contractor’s work or operations with respect to this Agreement
b) Automobile Liability
Contractor shall maintain motor vehicle liability with limits of not less than $1,000,000 combined single limit. Such insurance shall cover liability arising out of a motor vehicle including owned, hired, and non-owned motor vehicles. The State of California, its officers, agents, and employees are to be included as additional insured by endorsement with respect to liability arising out of such accident with respect to this agreement.

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c) Workers’ Compensation and Employer’s Liability
Workers’ Compensation insurance as required by the State of California, with Statutory Limits, and Employer’s Liability Insurance with limit of no less than $1,000,000 per accident for bodily injury or disease. Policy shall be endorsed to include a waiver of subrogation in favor of State of California. d) Technology Professional Liability/Errors and Omissions Insurance appropriate to the Contractors profession and work hereunder, with limits not less than $1,000,000 per claim. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by the Contractor in this agreement. The policy shall provide coverage for breach response costs as well as regulatory fines and penalties as well as credit monitoring expenses with limits sufficient to respond to these obligations.

1. The Policy shall include, or be endorsed to include, property damage liability coverage for damage to, alteration of, loss of, or destruction of electronic data and/or information “property” of the State in the care, custody, or control of the Contractor. If not covered under the Contractors liability policy, such “property” coverage of the may be endorsed onto the Contractors Cyber Liability Policy as covered property as follows:

Cyber Liability Coverage in an amount sufficient to cover the full replacement value of damage to, alteration of, loss of, or destruction of electronic data and/or information “property” of the State that will be in the care, custody, or control of Vendor.
3) If Policy is written on a claims-made basis provide the following:
a) The Retroactive Date must be shown, and must be before the date of the Contract or the beginning of Contract work;
b) Insurance must be maintained and evidence of insurance must be provided for at least five (5) years after completion of the Contract of work;
c) If coverage is canceled or non-renewed, and not replaced with another claims-made policy form with a Retroactive Date prior to the Contract effective date, the Contractor must purchase “extended reporting” coverage for a minimum of five (5) years after completion of work.

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4) Other Required Insurance Provisions. Certificate of Insurance must also contain all of the following provisions:
a) Name and address of the insurance company, the policy number, and the beginning and ending dates of the policy;
b) Contractor is responsible to notify the State within thirty (30) calendar days before the effective date of any cancellation, non-renewal, or material change that affects required insurance coverage. In the event Contractor fails to keep in effect at all times the specific insurance coverage, the State may, in addition to any other remedies it may have, terminate this Contract upon the occurrence of such event, subject to the provisions of this contract;
c) The Contractor shall submit the certificate of insurance, identifying the California Governor’s Office of Emergency Services Contract number. 24 BUDGET DETAIL AND PAYMENT PROVISIONS
1) The Contractor shall be limited to two (2) months of back billing including any reconciliation effort, on all services and functionality ordered under the Contract.

Invoices presented more than 12 months after the formal acceptance of the service or functionality will not be considered valid and shall not be paid; 2) The Contractor shall reconcile incorrect invoices within 30 calendar days from the date of notification by the CA 9-1-1 Branch of the discrepancy. The CA 9-1-1 Branch shall suspend all current charges when unresolved disputed items extend beyond 90 days. Remittance shall resume to include any outstanding payments, upon resolution;
3) The Contractor shall issue invoices to the CA 9-1-1 Branch for only those milestone services after system testing and acceptance, as agreed by the CA 9-1-1 Branch.

The NRC and the MRC shall be on separate invoices;
4) The Contractor shall render invoices for total monthly service charges following the month for which the charges accrue. Monthly service billing shall only be billed in full month increments after service has been rendered; 5) The Contractor shall provide invoices under this Contract in accordance with the CA 9-1-1 Branch Operations Manual. Example: Exhibit A, SOW - Attachment 1 CPE SERVICE INVOICE TEMPLATE;
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6) All invoices submitted to the CA 9-1-1 Branch as a result of this Contract will be billed separately from other charges the Contractor may currently be billing.

Invoices not received in the approved format shall not be processed; 7) Payment for services performed under this Contract shall not exceed the rates listed in EXHIBIT 22 COST WORKBOOK. It shall be the CA 9-1-1 Branch Advisory and Compliance Unit Supervisor’s determination as to whether a service has been successfully completed and is acceptable;
8) Submit electronic invoices with reference to the Contract number to:

Email: [email protected]
California Governor’s Office of Emergency Services
Public Safety Communications
Attention: CA 9-1-1 Branch
9-1-1 Reconciliation Unit
601 Sequoia Pacific Blvd., MS9-1-1
Sacramento CA 95811
9) The Contractor shall not assess late fees for any reason; 10) The Contractor costs related to items such as travel or per diem are costs of the Contractor and will not be paid separately as part of this Contract. 25 BUDGET CONTINGENCY CLAUSE
1) Payment will be made in accordance with, and within the time specified in, Government Code Chapter 4.5, commencing with Section 927. Payment to small/micro businesses shall be made in accordance with and within the time specified in Chapter 4.5, Government Code 927 et seq.
2) It is mutually agreed that if the Budget Act of the current year and/or any subsequent years covered under this Contract does not appropriate sufficient funds for the program, this Contract shall be of no further force and effect. In this event, the CA 9- 1-1 Branch shall have no liability to pay any funds whatsoever to the Contractor or to furnish any other considerations under this Contract and Contractor shall not be obligated to perform any provisions of this Contract.
3) If funding for any fiscal year is reduced or deleted by the Budget Act for purposes of this program, the CA 9-1-1 Branch shall have the option to either cancel this Contract with no liability occurring to the CA 9-1-1 Branch, or offer an amendment to the Contract to reflect the reduced amount.

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SOW - ATTACHMENT 1: CPE SERVICE INVOICE SAMPLE TEMPLATE CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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SOW - ATTACHMENT 1A: CPE SERVICE INVOICE TEMPLATE INSTRUCTIONS

1. VENDOR: Name, Vendor Remittance Address, and Direct contact number for inquires on this account

2. DATE: Invoice issue date

3. CONTRACT/TRACKING NO: Contract number (Ref. TDe-288) and state tracking number ‘mandatory’ (Ref. TDe-288)

4. ACCOUNT NUMBER: Vendor account number identifier

5. INVOICE NO: Vendor invoice number identifier

6. INVOICE TO:

Email: [email protected]
Cal OES, CA 9-1-1 Branch
601 Sequoia Pacific Blvd, MS-911
Sacramento, CA 95811-0231

7. SHIP TO (1ST LINE): County Code, PSAP Number, Service Number, Vendor Abbreviation

8. SHIP TO: PSAP location address of delivery service

9. SYSTEM ACCEPTANCE DATE: the date installation is complete and confirmed accepted

10. PSAP LOCATION NAME: PSAP Name referenced by State

11. SERVICE TYPE: Category name Funding Request

12. SERVICE PERIOD: date & month through date & month (ex: 01 JULY-31 JULY)

13. EQUIPMENT: One time Equipment total charge

14. LABOR: One time Labor total charge

15. OTHERS: Input One Time total charges name beyond Equipment, Labor, Maintenance

16. TAXES/SURCHARGES: One time total charge for Taxes/Surcharges

17. NEW CHARGES: Total invoice charges to paid for current invoice

18. $_____MONTHLY: Monthly amount for invoice when maintenance starts

19. TERMS: the current invoice cycle of the total cycle for maintenance

20. EFFECTIVE ____ TO EXPIRED ______: Date maintenance starts and date maintenance ends

21. TOTAL OF APPROVED TD 288: Total amount the TD 288 has approved

22. DESCRIPTION: detailed description of service including identifier ID relation

23. QUANTITY: Unit of measure/ # of services

24. UNIT PRICE: U.S. dollar amount per quantity

25. LINE TOTAL: Per Specific Service total amount

26. TOTAL: New Current Charges for this invoice
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SOW - ATTACHMENT 2 - PSAP LIST
California Statewide Statistics and PSAP Location Information The California PSAPs listed below represent those funded by the CA 9-1-1 Branch. Not all PSAPs request/receive funding from the CA 9-1-1 Branch; therefore, the list is not inclusive of all PSAPs in California.
#
FCC

ID PSAP NAME LOCATION LASTREFRESH

BUSY HOUR
RANGE
1 8225 Alameda County Regional Fire/LLNL Livermore 3/14/17 101-300 2 523 Alameda County Sheriff’s
Department San Leandro 7/25/14 101-300
3 524 Alameda Police Department Alameda 8/4/17 101-300
4 525 Albany Police Department Albany 8/7/18 0-100
5 526 Alhambra Police/Fire Department Alhambra 7/30/16 101-300 6 528 Amador County Sheriff’s
Department Jackson 3/14/19 101-300
7 530 Anaheim Police Department Anaheim 1/27/15 301-750 8 532 Antioch Police Department Antioch 11/9/15 101-300 9 533 Arcadia Police Department Arcadia 12/6/18 101-300 10 534 Arcata Police Department Arcata 11/27/18 0-100
11 536 Arvin Police Department Arvin 12/4/18 101-300
12 537 Atascadero Police Department Atascadero 6/20/18 0-100 13 538 Atherton Police Department Atherton 3/1/17 0-100 14 539 Atwater Police Department Atwater 11/11/15 101-300 15 540 Auburn Police Department Auburn 9/14/17 0-100
16 542 Avalon Fire Department Avalon 1/6/15 0-100
17 544 Azusa Police Department Azusa 12/8/15 101-300
18 545 Bakersfield Police Department Bakersfield 10/11/17 751-1450 19 546 Baldwin Park Police Department Baldwin Park 1/14/16 101-300 20 547 Banning Police Department Banning 11/4/15 101-300 21 548 Barstow Police Department Barstow 5/14/15 101-300 22 8114 Bay Area Rapid Transit (BART) Police
Dept. Oakland 7/19/17 101-300
23 551 Beaumont Police Department Beaumont 5/26/15 101-300 24 552 Bell Gardens Police Department Bell Gardens 7/2/19 101-300 25 553 Bell Police Department Bell 10/15/13 101-300
26 554 Belmont Police Department Belmont 9/1/16 0-100
27 555 Benicia Police Department Benicia 2/10/15 0-100
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28 556 Berkeley Police/Fire
Communications Center Berkeley 5/18/17 101-300
29 558 Beverly Hills Police Department Beverly Hills 11/8/16 101-300 30 560 Bishop Police Department Bishop 11/15/18 0-100
31 561 Blythe Police Department Blythe 6/30/14 0-100
32 562 Brawley Police Department Brawley 3/27/19 101-300 33 563 Brea Police Department Brea 12/10/18 101-300
34 8531 Brentwood Police Department Brentwood 8/18/17 101-300 35 567 Buena Park Police Department Buena Park 10/24/16 101-300 36 568 Burbank Police Department Burbank 12/13/16 101-300 37 569 Burlingame Police Department Burlingame 10/2/13 101-300 38 571 Butte County Sheriff’s Department Oroville 9/30/19 101-300 39 574 Calaveras County Sheriff’s
Department San Andreas 5/15/14 101-300
40 576 Calexico Police Department Calexico 2/20/19 101-300 41 589 CAL-FIRE Camino (Amador/El
Dorado Unit) Camino 8/3/15 101-300
42 599 CAL-FIRE El Cajon (San Diego Unit) El Cajon 10/29/15 101-300 43 601 CAL-FIRE Felton (San Mateo/Santa
Cruz) Felton 7/12/16 0-100
44 725 CAL-FIRE Fortuna (Humboldt/Del
Norte Unit) Fortuna 8/18/16 0-100
45 591 CAL-FIRE Fresno (Fresno/Kings Unit) Fresno 3/9/15 0-100 46 596 CAL-FIRE Grass Valley
(Nevada/Yuba/Placer) Grass Valley 4/1/15 101-300
47 592 CAL-FIRE Mariposa
(Madera/Mariposa/Merced) Mariposa 8/6/15 0-100
48 594 CAL-FIRE Monterey (San
Benito/Monterey) Monterey 12/26/14 0-100
49 602 CAL-FIRE Morgan Hill (Santa Clara
Unit) Morgan Hill 7/7/15 0-100
50 570 CAL-FIRE Oroville (Butte Unit) Oroville 9/21/18 101-300 51 597 CAL-FIRE Perris (Riverside Unit) Perris 12/6/16 301-750 52 605 CAL-FIRE Red Bluff (Tehama/Glenn
Unit) Red Bluff 5/1/16 0-100
53 603 CAL-FIRE Redding (Shasta/Trinity
Unit) Redding 3/15/16 0-100
54 606 CAL-FIRE San Andreas
(Tuolumne/Calaveras) San Andreas 11/17/14 0-100
55 598 CAL-FIRE San Bernardino (San
Bernardino) San Bernardino 12/16/13 101-300
56 600 CAL-FIRE San Luis Obispo (San Luis
Obispo)
San Luis
Obispo 1/14/13 0-100
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57 595 CAL-FIRE St Helena
(Sonoma/Lake/Napa) St Helena 4/23/15 101-300
58 992 CAL-FIRE Susanville (Lassen/Modoc
Unit) Susanville 6/10/19 0-100
59 1004 CAL-FIRE Visalia (Tulare Unit) Visalia 11/12/14 0-100 60 593 CAL-FIRE Willits (Mendocino Unit) Willits 5/13/15 101-300 61 607 CAL-FIRE Yreka (Siskiyou Unit) Yreka 12/8/16 0-100 62 577 California City Police Department California City 2/4/16 101-300 63 579 Calistoga Police Department Calistoga 5/27/16 0-100 64 581 Campbell Police Department Campbell 6/18/15 101-300 65 582 Carlsbad Police Department Carlsbad 4/23/19 101-300 66 584 Carmel Police Department Carmel 8/29/17 0-100
67 587 Cathedral City Police Department Cathedral City 11/29/16 101-300 68 609 Ceres Police Department Ceres 7/17/15 101-300
69 8116 Cerritos College Police Department Norwalk 4/6/18 0-100 70 610 Chico Police Department Chico 11/4/19 101-300
71 612 Chino Police Department Chino 9/3/19 101-300
72 613 Chowchilla Police Department Chowchilla 10/27/15 0-100 73 637 CHP Atwater (Merced) Atwater 12/19/16 751-1450
74 614 CHP Bakersfield (Kern) Bakersfield 1/3/17 751-1450 75 615 CHP Barstow (San Bernardino) Barstow 8/9/17 301-750 76 616 CHP Bishop (Inyo) Bishop 10/7/16 301-750
77 617 CHP Border Comm Center San Diego 7/11/16 751-1450 78 618 CHP Capitol Communications
Center Sacramento 9/30/16 0-100
79 619 CHP Chico (Butte) Chico 8/28/17 301-750
80 620 CHP El Centro (Imperial) Imperial 9/25/17 101-300 81 623 CHP Eureka (Humboldt) Arcata 11/20/17 751-1450
82 621 CHP Fresno Fresno 4/10/18 751-1450
83 624 CHP Indio (Riverside) Indio 3/20/17 301-750
84 625 CHP Inland (San Bernardino) Fontana 10/3/16 1451-3600 85 639 CHP Irvine (Orange) Irvine 1/5/18 751-1450
86 626 CHP Los Angeles Los Angeles 2/20/18 1451-3600
87 641 CHP Rancho Cordova (Sacramento) Rancho
Cordova 4/8/16 1451-3600
88 640 CHP Redding (Shasta) Redding 4/6/17 101-300
89 638 CHP Salinas (Monterey) Salinas 8/29/16 301-750
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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March 26, 2020
90 642 CHP San Luis Obispo San Luis
Obispo 11/20/17 101-300
91 643 CHP Stockton (San Joaquin) Stockton 5/27/16 301-750 92 644 CHP Susanville (Lassen) Susanville 5/15/17 101-300 93 647 CHP Ukiah (Mendocino) Ukiah 2/14/17 101-300
94 622 CHP Vallejo/Golden Gate (Solano) Vallejo 8/23/18 1451-3600 95 648 CHP Ventura Ventura 12/19/16 301-750
96 649 CHP Yreka (Siskiyou) Yreka 10/30/17 101-300
97 650 Chula Vista Police Department Chula Vista 10/31/19 101-300 98 8255 Citrus Heights Police Department Citrus Heights 1/29/18 101-300 99 653 Claremont Police Department Claremont 8/3/15 0-100 100 8591 Clearlake Police Department Clearlake 9/22/19 0-100 101 654 Cloverdale Police Department Cloverdale 2/4/16 0-100 102 655 Clovis Police Department Clovis 9/24/10 101-300 103 658 Coalinga Police Department Coalinga 7/22/19 0-100 104 659 Colma Police Department Colma 9/19/13 0-100
105 660 Colton Police Department Colton 6/25/14 101-300 106 661 Colusa County Sheriff’s Department Colusa 11/21/16 0-100 107 663 Concord Police Department Concord 2/28/19 101-300 108 911 CONFIRE - San Bernardino County
Fire (Rialto) Rialto 12/6/13 301-750
109 665 Contra Costa County Fire Protection
District Pleasant Hill 10/7/14 101-300
110 666 Contra Costa County Sheriff’s
Department Martinez 11/17/15 301-750
111 667 Corcoran Police Department Corcoran 10/9/19 101-300 112 669 Corning Fire Department Corning 1/14/17 0-100
113 668 Corning Police Department Corning 9/23/15 0-100 114 670 Corona Police Department Corona 8/19/16 101-300 115 671 Coronado Police Department Coronado 11/30/15 101-300 116 672 Costa Mesa Police Department Costa Mesa 6/3/14 101-300 117 673 Cotati Police Department Cotati 10/7/15 0-100
118 674 Covina Police Department Covina 4/20/15 101-300 119 8074 CSU Channel Island Police
Department Camarillo 6/5/15 0-100
120 677 CSU Chico Police Department Chico 1/13/20 0-100 121 678 CSU Dominguez Hills Police
Department Carson 5/27/16 0-100
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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March 26, 2020
122 8115 CSU East Bay Police Department Hayward 8/22/16 0-100 123 679 CSU Fresno Police Department Fresno 8/18/09 0-100 124 680 CSU Fullerton Police Department Fullerton 11/18/16 0-100 125 758 CSU Humboldt Police Department Arcata 5/3/17 0-100 126 8118 CSU Long Beach University Police Long Beach 3/29/16 0-100 127 681 CSU Los Angeles Police Department Los Angeles 8/17/15 0-100 128 682 CSU Northridge University Police Northridge 2/10/15 0-100 129 573 CSU Pomona (Cal Poly) Police
Department Pomona 8/1/16 0-100
130 683 CSU San Bernardino Police
Department San Bernardino 7/22/13 0-100
131 684 CSU San Diego Police Department San Diego 5/22/16 0-100 132 929 CSU San Francisco Police
Department San Francisco 8/18/14 0-100
133 685 CSU San Jose Police Department San Jose 10/23/14 0-100 134 8124 CSU San Luis Obispo (Cal Poly)
Police Dept.

San Luis
Obispo 9/6/18 0-100
135 8256 CSU San Marcos Police Department San Marcos 7/18/16 0-100 136 691 Davis Police Department Davis 6/3/10 101-300
137 692 Del Norte County Sheriff’s
Department Crescent City 6/11/19 101-300
138 693 Delano Police Department Delano 6/7/17 101-300
139 694 Dinuba Police Department Dinuba 7/8/13 101-300
140 8231 Dos Palos Police Department
(Westside Regional Comm) Dos Palos 6/1/17 0-100
141 695 Downey Fire Department Downey 4/18/19 101-300
142 696 Downey Police Department Downey 2/18/16 101-300 143 697 East Bay Regional Park District Castro Valley 2/23/15 0-100 144 702 El Cajon Police Department El Cajon 6/9/17 101-300 145 703 El Camino Community College
District Police Torrance 2/25/19 0-100
146 705 El Centro Police Department El Centro 2/21/19 101-300 147 708 El Dorado County Sheriff’s
Department Placerville 9/14/14 101-300
148 709 El Monte Police Department El Monte 6/8/17 101-300 149 8155 Elk Grove Police Department Elk Grove 12/19/13 101-300 150 711 Emeryville Police Department Emeryville 9/3/15 0-100 151 713 Escondido Police Department Escondido 12/13/16 101-300 152 715 Eureka Police Department Eureka 11/18/14 101-300 153 717 Fairfax Police Department Fairfax 7/13/16 0-100 CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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March 26, 2020
154 718 Fairfield Police Department Fairfield 4/18/19 301-750 155 722 Firebaugh Police Department Firebaugh 8/27/17 0-100 156 723 Folsom Police Department Folsom 4/23/19 101-300 157 724 Fontana Police Department Fontana 3/15/17 101-300 158 726 Fortuna Police Department Fortuna 10/10/19 0-100 159 727 Foster City Police Department Foster City 9/4/14 0-100 160 728 Fountain Valley Police Department Fountain Valley 7/19/18 101-300 161 730 Fremont Police Department Fremont 10/23/18 101-300 162 731 Fresno County EMS Fresno 2/6/13 301-750
163 732 Fresno County Sheriff’s Department Fresno 3/3/17 101-300 164 733 Fresno Police Department Fresno 8/31/18 1451-3600 165 737 Fullerton Police Department Fullerton 10/2/19 101-300 166 738 Galt Police Department Galt 2/2/16 0-100
167 739 Garden Grove Police Department Garden Grove 11/8/17 101-300 168 740 Gilroy Police Communications Gilroy 5/12/16 101-300 169 741 Glendale Police Department Glendale 9/14/16 101-300 170 742 Glendora Police Department Glendora 6/29/17 101-300 171 743 Glenn County Sheriff’s Department Willows 3/29/19 101-300 172 745 Gridley Police Department Gridley 12/9/19 0-100 173 746 Grover Beach Police Department Grover Beach 6/18/18 0-100 174 748 Hanford Police Department Hanford 1/7/19 101-300 175 749 Hayward Police Department Hayward 11/14/14 101-300 176 750 Healdsburg Police Department Healdsburg 8/16/16 0-100 177 751 Heartland Communications Facility
Authority-Fire El Cajon 8/19/13 101-300
178 752 Hemet Police Department Hemet 10/13/16 101-300
179 754 Hillsborough Police Department Hillsborough 11/20/14 0-100 180 757 Humboldt County Sheriff’s
Department Eureka 8/14/14 101-300
181 759 Huntington Beach Police
Department
Huntington
Beach 1/15/19 101-300
182 760 Huntington Park Police Department Huntington
Park 6/18/18 101-300
183 761 Huron Police Department Huron 5/3/16 0-100
184 764 Imperial County Sheriff’s
Department El Centro 2/27/19 101-300
185 765 Indio Police Department Indio 6/17/14 101-300
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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186 766 Inglewood Police/Fire Department
Comm. Inglewood 9/22/14 101-300
187 767 Inyo County Sheriff’s Department Independence 11/13/14 0-100 188 768 Irvine Police Department Irvine 3/31/16 101-300 189 769 Irwindale Police Department Irwindale 4/10/15 0-100 190 8242 Kern County Fire Department Bakersfield 10/31/14 301-750 191 771 Kern County Sheriff’s Department Bakersfield 12/6/14 301-750 192 772 Kings County Sheriff’s Department Hanford 4/19/17 101-300 193 774 La Habra Police Department La Habra 11/2/17 101-300 194 775 La Mesa Police Department La Mesa 6/8/17 101-300 195 776 La Palma Police Department La Palma 5/10/16 0-100 196 777 La Verne Police/Fire Department La Verne 8/18/15 101-300 197 778 Laguna Beach Police Department Laguna Beach 6/6/19 101-300 198 779 Lake County Sheriff’s Department Lakeport 9/8/18 101-300 199 586 LASD - Carson Sheriff’s Station Carson 4/12/19 301-750 200 608 LASD - Century Sheriff’s Station Lynwood 11/29/17 301-750 201 8117 LASD - Cerritos Sheriff’s Station Cerritos 7/3/19 101-300 202 662 LASD - Compton Sheriff’s Station Compton 12/13/18 101-300 203 676 LASD - Crescenta Valley Sheriff’s
Station La Crescenta 9/17/19 101-300
204 698 LASD - East Los Angeles Sheriff’s
Station Los Angeles 8/28/18 101-300
205 652 LASD - Industry Sheriff’s Station City of Industry 4/12/19 301-750 206 780 LASD - Lakewood Sheriff’s Station Lakewood 2/12/19 301-750 207 781 LASD - Lancaster Sheriff’s Station Lancaster 2/12/19 301-750 208 790 LASD - Lomita Sheriff’s Station Lomita 5/23/19 101-300 209 805 LASD - Lost Hills/Malibu Sheriff’s
Station-Agoura Calabasas 11/27/18 101-300
210 811 LASD - Marina Del Rey Sheriff’s
Station Marina Del Rey 10/14/19 101-300
211 8263 LASD - Metro Transportation
Authority Los Angeles 12/12/19 0-100
212 849 LASD - Norwalk Sheriff’s Station Norwalk 5/23/19 101-300 213 864 LASD - Palmdale Sheriff’s Station Palmdale 9/17/19 301-750 214 872 LASD - Pico Rivera Sheriff’s Station Pico Rivera 10/14/19 101-300 215 926 LASD - San Dimas Sheriff’s Station San Dimas 3/7/19 101-300 216 955 LASD - Santa Clarita Valley Sheriff’s
Station Valencia 12/12/19 101-300
217 784 LASD - South Los Angeles Sheriff’s
Station Los Angeles 10/14/19 101-300
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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218 997 LASD - Temple City Sheriff’s Station Temple City 9/17/19 101-300 219 1040 LASD - Walnut/Diamond Bar Sheriff’s
Station Walnut 9/17/19 101-300
220 1045 LASD - West Hollywood Sheriff’s
Station Los Angeles 12/4/19 101-300
221 782 Lassen County Sheriff’s Department Susanville 11/15/17 101-300 222 785 Lincoln Police Department Lincoln 8/29/17 101-300 223 787 Livermore Police Department Livermore 7/22/19 101-300 224 788 Livingston Police Department Livingston 9/20/18 0-100 225 789 Lodi Police Department Lodi 4/6/17 101-300
226 791 Lompoc Police Department Lompoc 11/5/13 101-300 227 792 Long Beach Fire Department Long Beach 6/29/18 101-300 228 794 Long Beach Police Department Long Beach 6/29/18 751-1450 229 796 Los Altos Police Department Los Altos 2/5/18 0-100 230 799 Los Angeles City Fire Department Los Angeles 8/22/19 751-1450 231 797 Los Angeles County Fire Los Angeles 11/30/16 751-1450 232 800 Los Angeles Police Department Los Angeles 3/24/11 3600+ 233 801 Los Banos Police Department Los Banos 1/13/12 101-300 234 802 Los Gatos Police Communications Los Gatos 12/9/14 101-300 235 803 Madera County Sheriff Madera 8/7/15 101-300
236 804 Madera Police Department Madera 9/5/13 101-300
237 806 Manteca Police Department Manteca 4/21/16 101-300 238 808 Marin County Fire Department Woodacre 5/25/17 0-100 239 810 Marin County Sheriff’s Department San Rafael 6/27/14 101-300 240 812 Mariposa County Sheriff’s
Department Mariposa 10/9/14 0-100
241 813 Martinez Police Department Martinez 8/4/15 101-300 242 814 Marysville Police Department Marysville 5/24/16 101-300 243 8264 McFarland Police Department McFarland 11/1/19 0-100 244 816 Mendocino County Sheriff’s
Department Ukiah 9/6/18 101-300
245 817 Menlo Park Police Department Menlo Park 12/5/13 101-300 246 819 Merced County Sheriff’s Department Merced 8/28/14 101-300 247 820 Merced Emergency Medical
Services Merced 9/11/17 101-300
248 821 Merced Police Department Merced 11/16/12 101-300 327 924 Metro Zone Command and Data
Center San Diego 9/13/16 101-300
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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249 822 MetroNet - Metro Cities Fire Authority
Comm. Center Anaheim 7/23/18 301-750
250 825 Milpitas Police Department Milpitas 7/22/16 101-300 251 826 Modoc County Sheriff’s Department Alturas 6/23/15 0-100 252 827 Mono County Sheriff’s Department Bridgeport 11/19/18 0-100 253 828 Monrovia Police Department Monrovia 12/23/14 101-300 254 829 Montclair Police Department Montclair 12/17/14 101-300 255 830 Montebello Police Department Montebello 4/23/15 101-300 256 831 Montecito Fire Protection District Montecito 3/15/11 0-100 257 835 Monterey County Emergency
Communications Salinas 9/12/14 301-750
258 834 Monterey Park Police/Fire
Department Monterey Park 5/21/13 101-300
259 836 Morgan Hill Police Communications Morgan Hill 12/10/15 101-300 260 838 Mountain View Police/Fire
Department Mountain View 2/14/19 101-300
261 839 Mt. Shasta Police Department Mt Shasta 1/27/16 0-100 262 840 Murrieta Police Department Murrieta 5/24/16 101-300 263 841 Napa County Communications Napa 4/27/10 101-300 264 8126 NASA AMES Police Department Moffett Field 4/29/08 0-100 265 842 National City Police Department National City 2/12/20 101-300 266 844 Nevada County Sheriff’s
Department Nevada City 6/5/19 101-300
267 846 Newark Police/Fire Department Newark 3/28/14 101-300 268 847 Newport Beach Police Department Newport
Beach 11/17/15 301-750
269 887 North County Dispatch Rancho Santa
Fe 7/31/13 101-300
270 850 Novato Police Department Novato 12/2/14 101-300 271 851 Oakdale Police Department Oakdale 11/12/13 101-300 272 852 Oakland Fire Department Oakland 12/13/13 101-300 273 853 Oakland Police Department Oakland 6/27/12 751-1450 274 854 Oceanside Police Department Oceanside 9/6/17 301-750 275 8479 Ontario Fire Department Ontario 8/27/15 101-300 276 856 Ontario Police Department Ontario 1/26/18 301-750 277 857 Orange County Fire Authority Irvine 2/9/16 101-300 278 8257 Orange County Sheriff (Harbor
Patrol/Newport Beach)
Corona Del
Mar 12/7/16 0-100
279 858 Orange County Sheriff’s Department Silverado 8/23/17 301-750 280 859 Orange Police Department Orange 8/16/15 101-300 CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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281 860 Oroville Police Department Oroville 11/18/19 101-300 282 861 Oxnard Police/Fire Department Oxnard 12/17/13 301-750 283 863 Palm Springs Police/Fire Department Palm Springs 6/2/16 101-300 284 865 Palo Alto Police Department Palo Alto 10/22/18 101-300 285 866 Palos Verdes Estates Police/Fire
Dept. Palos Verdes 12/5/14 0-100
286 867 Paradise Police Department Paradise 10/17/19 101-300 287 868 Pasadena Police Department Pasadena 8/16/16 101-300 288 869 Paso Robles Police Department Paso Robles 3/26/19 101-300 289 871 Petaluma Police Department Petaluma 8/20/15 101-300 290 873 Piedmont Police Department Piedmont 8/11/16 0-100 291 874 Pinole Police Department Pinole 2/25/16 0-100
292 875 Pismo Beach Police Department Pismo Beach 8/23/17 0-100 293 876 Placentia Police Department Placentia 6/1/15 101-300 294 877 Placer County Sheriff’s Department Auburn 8/16/17 101-300 295 7957 Placerville Police Department Placerville 1/14/13 0-100 296 879 Pleasant Hill Police Department Pleasant Hill 12/1/15 0-100 297 880 Pleasanton Police Department Pleasanton 6/3/19 101-300 298 881 Plumas County Sheriff’s Department Quincy 11/7/17 101-300 299 882 Pomona Police Department Pomona 5/7/18 101-300
300 883 Port Hueneme Police Department Port Hueneme 1/21/14 101-300 301 885 Porterville Police Department Porterville 10/23/19 101-300 302 888 Red Bluff Police Department Red Bluff 5/11/18 101-300 303 889 Redlands Police Department Redlands 1/20/15 101-300 304 891 Redondo Beach Police/Fire
Department
Redondo
Beach 9/9/14 101-300
305 892 Redwood City Police Department Redwood City 9/30/14 101-300 306 893 Reedley Police Department Reedley 4/11/15 101-300 307 895 Rialto Police Department Rialto 9/1/16 101-300
308 897 Richmond Police Department Richmond 5/21/14 301-750 309 898 Ridgecrest Police Department Ridgecrest 5/6/13 101-300 310 899 Ripon Police Department Ripon 3/30/17 0-100
311 8120 Riverside County Sheriff’s
Department Blythe 6/28/18 0-100
312 8121 Riverside County Sheriff’s
Department Palm Desert 6/28/18 301-750
313 900 Riverside County Sheriff’s
Department Riverside 6/28/18 751-1450
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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314 901 Riverside Police Department Riverside 1/10/14 301-750 315 902 Rocklin Police Department Rocklin 8/21/17 101-300 316 903 Rohnert Park Police Department Rohnert Park 6/26/15 101-300 317 904 Roseville Police Department Roseville 8/22/17 101-300 318 906 Sacramento City Police Department Sacramento 10/6/16 301-750 319 905 Sacramento County Sheriff’s
Department Elk Grove 7/1/14 751-1450
320 907 Sacramento Regional Fire
Emergency Comm. Center - SRFECC Sacramento 6/18/15 301-750 321 912 San Bernardino County Sheriff Dept.-
Rialto/Valley Rialto 11/19/13 301-750
322 915 San Bernardino County Sheriff’s
Department (Victorville/Desert) Hesperia 8/26/13 751-1450 323 917 San Bernardino Police Department San Bernardino 6/23/15 301-750 324 918 San Bruno Police Department San Bruno 9/30/13 101-300 325 922 San Diego County Lifeguards San Diego 6/22/16 0-100 326 923 San Diego County Sheriff’s
Department San Diego 7/5/18 751-1450
328 8258 San Diego Harbor Police
Department San Diego 2/7/12 0-100
329 925 San Diego Police Department San Diego 9/8/16 1451-3600 330 927 San Fernando Police Department San Fernando 8/13/16 101-300 331 588 San Francisco Dept. Emergency
Management San Francisco 3/30/17 1451-3600
332 8125 San Francisco International Airport
Police
South San
Francisco 8/25/08 101-300
333 931 San Gabriel Police Department San Gabriel 7/11/16 101-300 334 933
San Joaquin County Sheriff’s
Department (Stockton/French
Camp)
French Camp 9/25/12 101-300
335 935 San Jose Police/Fire
Communications San Jose 9/29/16 751-1450
336 936 San Leandro Police Department San Leandro 11/4/14 101-300 337 937 San Luis Obispo County Sheriff’s
Department
San Luis
Obispo 5/22/14 101-300
338 938 San Luis Obispo Police Department San Luis
Obispo 3/10/16 101-300
339 939 San Marino Police Department San Marino 6/7/17 0-100 340 940 San Mateo County Communications Redwood City 10/19/16 301-750 341 941 San Mateo Police Department San Mateo 11/26/18 101-300 342 944 San Rafael Police Department San Rafael 12/9/14 101-300 343 945 San Ramon Valley Fire Protection
District San Ramon 7/1/15 101-300
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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344 948 Santa Ana Police Department Santa Ana 10/5/18 301-750 345 950 Santa Barbara County Sheriff’s
Department Santa Barbara 8/25/16 301-750
346 951 Santa Barbara Police Department Santa Barbara 11/29/18 301-750 347 952 Santa Clara County Sheriff’s
Department Comm San Jose 1/10/18 301-750
348 954 Santa Clara Police Department Santa Clara 5/27/16 101-300 349 956 Santa Cruz Regional 9-1-1 Santa Cruz 7/15/16 301-750 350 958 Santa Maria Police Department Santa Maria 6/1/17 101-300 351 960 Santa Monica Police Department Santa Monica 8/15/19 101-300 352 961 Santa Paula Police Department Santa Paula 5/4/12 101-300 353 962 Santa Rosa Police Department Santa Rosa 6/12/15 301-750 354 964 Scotts Valley Police Department Scotts Valley 7/24/15 0-100 355 965 Sebastopol Police Department Sebastopol 9/15/16 0-100 356 966 Selma Police Department Selma 2/17/16 101-300
357 968 Shafter Police Department Shafter 9/8/17 0-100
358 969 Shasta County Comm. Center -
SHASCOM Redding 5/20/15 301-750
359 971 Sierra County Sheriff’s Department Downieville 11/22/16 0-100 360 972 Sierra Madre Police/Fire Department Sierra Madre 7/26/16 0-100 361 973 Signal Hill Police Department Signal Hill 3/13/19 101-300 362 974 Simi Valley Police Department Simi Valley 12/13/13 101-300 363 975 Siskiyou County Sheriff’s Department Yreka 7/23/16 101-300 364 976 Solano County Sheriff Fairfield 12/18/14 101-300 365 8259 Sonoma County REDCOM Fire & EMS Santa Rosa 12/10/14 101-300 366 977 Sonoma County Sheriff’s
Department Santa Rosa 11/17/11 101-300
367 979 Sonora Police Department Sonora 11/19/12 0-100
368 980 South Bay Regional Public Comm.

Authority Hawthorne 2/17/16 301-750
369 981 South Gate Police Department South Gate 12/11/19 101-300 370 983 South Lake Tahoe Police
Department
South Lake
Tahoe 9/14/14 101-300
371 984 South Pasadena Police/Fire
Department
South
Pasadena 3/27/17 0-100
372 985 South San Francisco Police
Department
South San
Francisco 8/7/15 101-300
373 986 St. Helena Police Department St. Helena 7/1/15 0-100 374 988 Stanislaus Regional 9-1-1 Modesto 11/4/16 301-750 375 8260 Stockton Fire Department Stockton 4/2/19 101-300 CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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376 989 Stockton Police Department Stockton 12/19/11 301-750 377 990 Suisun City Police Department Suisun 12/12/18 101-300 378 991 Sunnyvale Police Department Sunnyvale 2/2/16 101-300 379 993 Sutter County Sheriff’s Department Yuba City 12/16/13 101-300 380 994 Taft Police Department Taft 1/16/16 0-100
381 996 Tehama County Sheriff’s
Department Red Bluff 4/18/16 101-300
382 1000 Torrance Police Department Torrance 12/12/18 101-300 383 1001 Tracy Police Department Tracy 6/29/16 101-300
384 1003 Trinity County Sheriff’s Department Weaverville 11/26/14 0-100 385 8261 Tulare County Consolidated
Ambulance Dispatch - TCCAD Tulare 12/17/12 101-300
386 8262 Tulare County Fire Department Farmersville 7/23/15 0-100 387 1005 Tulare County Sheriff’s Department Visalia 6/23/14 301-750 388 1006 Tulare Police Department Tulare 12/20/12 101-300 389 1008 Tuolumne County Sheriff’s
Department Sonora 4/11/16 101-300
390 1009 Turlock Police Department Turlock 12/4/13 101-300 391 1010 Tustin Police Department Tustin 12/12/16 101-300 392 1012 UC Berkeley Police Department Berkeley 4/12/18 0-100 393 1013 UC Davis Police Department Davis 8/14/14 0-100 394 1014 UC Irvine Police Department Irvine 2/24/16 101-300 395 1015 UC Los Angeles Police Department Los Angeles 7/29/16 101-300 396 8173 UC Merced Police Department Merced 4/18/16 0-100 397 1016 UC Riverside Police Department Riverside 8/8/14 0-100 398 1017 UC San Diego Police Department La Jolla 3/10/16 0-100 399 1018 UC San Francisco Police
Department San Francisco 7/30/12 101-300
400 1019 UC Santa Barbara Police
Department Santa Barbara 12/7/15 101-300
401 1020 UC Santa Cruz Police Department Santa Cruz 2/13/18 0-100 402 1021 Ukiah Police Department Ukiah 8/27/18 101-300
403 1023 Upland Police Department Upland 5/31/17 101-300 404 549 *US Air Force Beale AFB SFCC Beale AFB 10/22/08 0-100 405 700 *US Air Force Edwards AFB Fire
Department Edwards AFB 7/22/16 0-100
406 1002 *US Air Force Travis AFB Travis AFB 6/6/10 0-100 407 1031 *US Air Force Vandenberg AFB
Police/Fire Dept.

Vandenberg
AFB 1/4/16 0-100
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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408 734 *US Army Fort Hunter Liggett Police
Department
Ft Hunter
Liggett 7/14/04 0-100
409 736 *US Army Fort Irwin Provost Marshall
(MP) Fort Irwin 6/8/09 0-100
410 886 *US Army Presidio of Monterey
Dispatch Center
Presidio of
Monterey 12/17/12 0-100
411 1025 US Park Police Golden Gate NRA San Francisco 4/10/19 0-100 412 967 US Sequoia National Park Three Rivers 9/20/16 0-100 413 1053 US Yosemite National Park El Portal 11/29/16 0-100 414 580 *USMC Camp Pendleton JECC Camp
Pendleton 8/29/12 0-100
415 8075 *USMC Logistics Base Barstow - NEBO
Provost Marshall Barstow 4/28/11 0-100
416 8123 *USMC Miramar Air Station
Police/Fire Dept. San Diego 11/2/05 0-100
417 1027 *USMC Twenty-Nine Palms Combat
Center - Fire
Twenty-Nine
Palms 11/5/05 0-100
418 1029 Vacaville Police Department Vacaville 11/24/14 101-300 419 1030 Vallejo Police Department Vallejo 7/4/15 301-750 420 987 Valley Regional Emergency Comm
Center Modesto 5/20/13 301-750
421 1033 Ventura County Fire Protection
District Camarillo 4/20/07 301-750
422 1032 Ventura County Sheriff’s
Department Ventura 12/12/13 301-750
423 1034 Ventura Police Department Ventura 3/5/15 101-300 424 1035 Verdugo Fire Department Glendale 5/11/16 101-300 425 1036 Vernon Police Department Vernon 4/16/18 101-300 426 1038 Visalia Police Department Visalia 12/20/17 101-300 427 1039 Walnut Creek Police Department Walnut Creek 9/24/18 101-300 428 1042 Weed Police Department Weed 1/6/16 0-100
429 1044 West Covina Police/Fire Department West Covina 11/1/18 101-300 430 1043 WEST-COMM - West Cities Police
Comm Center Seal Beach 2/22/16 101-300
431 1046 Westminster Police Department Westminster 7/3/17 101-300 432 1047 Whittier Police Department Whittier 11/30/18 101-300 433 1048 Willits Police Department Willits 8/27/18 0-100 434 1035 Willows Fire Department Willows 12/22/14 0-100 435 1051 Yolo Emergency Communications
Agency YECA Woodland 11/23/15 101-300
436 1054 Yreka Police Department Yreka 2/7/19 0-100
437 1055 Yuba City Police Department Yuba City 11/7/18 101-300 CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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438 1056 Yuba County Sheriff’s Department Marysville 8/21/17 101-300 *Denotes Military Site
Table 1: 2017 Statewide Overview
Number of PSAPs1 440
Total Population2 39,536,653
2017 Total 9-1-1 Call Volume3 28,129,927
Average Monthly 9-1-1 Call Volume4 2,319,585
2017 Busiest Month 9-1-1 Call Volume5 2,840,116
Average Busy Hour 9-1-1 Call Volume6 4,751
2017 Busiest Hour 9-1-1 Call Volume7 36,736
Average Call Duration in Seconds8 99.94

1 Data updated February 2019, will be 438 as of April 1, 2019 2 U.S. Census Bureau, Population estimates, July 1, 2017 3 Source: Cal OES Official Published Call Statistics in 2017 (include CHP Golden Gate 2016 counts due to long term outage in 2017)
4 Statewide sum total of the average 2017 monthly call volume for each PSAP 5 Statewide sum total of the 2017 busiest month call volume for each PSAP 6 Statewide sum total of the average 2017 busy hour call volume for each PSAP 7 Statewide sum total of the 2017 busiest hour call volume for each PSAP 8 Statewide average of the 2017 9-1-1 average call duration for each PSAP CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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SOW - ATTACHMENT 3 – SAMPLE SOW TEMPLATE
This document is a template that will serve as a starting point to develop the SOW that will be submitted to the PSAP to support ordering CPE.

A. Cover Page (should include the following)

1. Contractor Name

2. PSAP Name

3. Project name

4. Table of Contents

5. Include all of the major categories and subcategories B. Body

1. Overview
a. An overall statement about the purpose of the SOW and scope of the project b. A list of all equipment, including quantities, individual prices for hardware, and evergreen service monthly costs
c. A description of the equipment that is to be provided by the PSAP d. Specific equipment that will not be provided by the Contractor to ensure that the PSAP and the State understand what has been specifically excluded from the project
e. Any other general issues.

2. Design
a. System overview including a description of the equipment and services provided. This is including but not limited to network configuration and interfaces, gateways, UPS, logging recorders, interfaces to other equipment and any other pertinent system elements
b. Description of the network elements to be connected to the system including NG9-1-1 trunks, administration lines, ring-down lines, direct connects, remote maintenance lines, contact closures, and any other network connections that will be configured in the system
c. Integration Requirements to other equipment such as CAD, radio, and time syncing equipment;

3. Change Requests
a. Change orders will be allowed upon approval from both the PSAP and the CA 9-1-1 Branch. Include a copy of vendor change order form.

4. Acceptance Testing
a. An Acceptance Test Plan with a clear description of the acceptance testing process that is consistent with the Contract Requirements including the System Acceptance Checklist (Checklist form will be made available in the Chapter III Funding Manual)
b. A description of how MACs are handled once Acceptance has been signed off by the authorized PSAP representative.

5. Names of Responsible Parties and Contact Information a. Names and contact information of all the responsible parties from the Contractor, PSAP, and the CA 9-1-1 Branch.

6. Responsibilities
a. Contractor responsibilities
b. PSAP responsibilities
CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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March 26, 2020
c. CA 9-1-1 Branch responsibilities.

7. PSAP admin/business line profile that will be integrated into the CPE, as well as 9-1-1 bandwidth (NG 9-1-1 Trunk).

8. Installation Schedule
a. List of key dates beginning with the estimated funding approval date from the CA 9-1-1 Branch. Revised schedule from the Contractor will be required once TD-288 is issued.
b. Include site readiness date, installation date, system in-service date, anticipated PSAP acceptance date and any other dates pertinent to the success of the project.

9. Evergreen Service Provisions
a. Acknowledgement of the terms of the evergreen service provisions of the Contract.

10. Evergreen Plan
a. Remote maintenance/update processes
b. Response times for critical, major, and minor outages c. 24/7 contact numbers to report trouble

11. Training Plan:
a. A description of the training that will be provided to the PSAP personnel b. List of the user manuals/websites that will be provided by the Contractor; c. List of the technical service manuals/websites that will be provided by the Contractor.

12. SOW Approval
a. A sign-off page for the authorized PSAP representative to approve the content of the SOW.

13. Appendices
a. Site Certification Document: The document that describes the building and environmental changes that the PSAP must make to accommodate the new or updated system
b. Floor Plan: Diagrams of the room where the workstations will be deployed and the NG9-1-1 trunk point of ingress at the PSAP
c. Pricing and Terms: A copy of the detailed quote from the Contractor for the project that includes quantities, and monthly evergreen costs d. Forms: Samples of the forms that will be used for the project such as change request forms, issue communications forms and any other applicable forms CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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SOW - ATTACHMENT 4 – CONTRACTOR’S LICENSE INFORMATION
(Installation Services Only)
The Contractor shall obtain, at their own expense, all license(s) and permit(s) required by law for accomplishing any work required in connection with this Contract. The Contractor shall complete the applicable Contractor’s license information below in accordance with the Contractor’s State License Board, Department of Consumer Affairs. At a minimum, a California C-7 license is required prior to commencement of work which may include the installation of cable and wiring and electrical modification. Contractors or subcontractors performing cable and/or wiring installation work or structural modifications are required to have the appropriate State Contractor’s license. The license must be in the name of the company or the name of the “qualifying individual” of the company. It is the Contractor’s responsibility to ensure that the Contractor and/or Subcontractor maintain a current CA C-7 license during the term of the Contract and may be verified by the State at any time. The Contractor may not perform any work at or with a PSAP without valid license.

CONTRACTOR:

Class _________________________________ License No: __________________ Licensee: _________________________________ Expiration Date: ___________________ Class _________________________________ License No: ___________________ Licensee: _________________________________ Expiration Date: ___________________ Note: Contractor (Firm’s Name or a Responsible Managing Employee) must be licensed in addition to all subcontractor(s) performing under this Contract.

SUBCONTRACTOR 1
Class _________________________________ License No: _________________ Licensee: _________________________________ Expiration Date: ___________________ Relationship of Licensee to Contractor:
_______________________________________________
SUBCONTRACTOR 2
Class _________________________________ License No: __________________ Licensee: _________________________________ Expiration Date: ___________________ Relationship of Licensee to Contractor: ______________________________________________ CA Governor’s Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp

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March 26, 2020
SOW – ATTACHMENT 5 – PROJECT MILESTONE REPORT
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE – SOLUTION 2 - BAFO July 2, 2020 Page 1 of 37
EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE
Interface Requirements

21.0.1 Describe how the CPE shall interface with the peripheral analog and digital equipment configurations already in place at all PSAPs. The description shall include the interface to CAD, radio, and logging recorder.

AT&T Response:

The Motorola NG9-1-1 Call Handling Service (“NG9-1-1 Service”) provided by AT&T exceeds this requirement. A majority of PSAPs across California have selected the partnership of AT&T and Motorola Solutions for their existing Call Handling platform.

Our solution has a proven capability to interface with many different CAD vendors, including all the major ones, as well as with radio systems from Motorola, Harris, Tait and others, and logging recorders from NICE, Verint Eventide, and others. Our interface methodology is based on best practices and optimized over many projects and a variety of vendors, for execution in a reliable, consistent manner.

Technical capabilities include multiple NENA compliant RS-232 serial and IP CAD outputs which can be interfaced with third party NENA compliant CAD and/or other third-party applications. Serial CAD ports are extended to the remote PSAP location(s) as required to interface localized CAD systems.

Each of the deployed workstations include a sound arbitration interface to provide audio arbitration between the radio and the 9-1-1 call handling service in the same headset without user intervention or switching. Two (2) jackboxes are included in the solution for each position.

The logging recorder can be interfaced at each PSAP as follows:
 SIPREC for newer recorders
 Analog output at the workstation via the sound arbitration device (not depicted in Figure 1) Further, meta-data from the NG9-1-1 service can be sent to a logging recorder, GIS system, or other third-party application via serial and/or IP interfaces.

In Figure 1, the Workstations (6), network connecting the workstations to the Router/Handoff (5) and Sound arbitration unit, are provided and maintained as part of the NG9-1-1 Service.

The NG9-1-1 Services simplifies connectivity and management of interfaces through the PSAP CPE Service Interfaces Appliance. The Appliance utilizes cloud technology to allow remote management of its settings. This reduces the need for specialist visits to the PSAP as updates for the appliance become available. The Azure IoT edge management traffic also goes across the Prime Router of the PSAP. There is no network connection other than the Prime Router.

State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE – SOLUTION 2 - BAFO July 2, 2020 Page 2 of 37
The appliance architecture is modular and supports various interfaces to legacy PSAP equipment, so cloud or hosted components of the NG9-1-1 Service can control the PSAP devices in synchronization with call and / or media logic. Minimally, the appliance serves as the Router/Handoff point for the PSAP.

Additional capabilities are enabled based on the specific device interfaces needed at the PSAP.

The on-premise PSAP appliance has fully redundant local area network for the workstations, local CPU, media processors, and UPS with intelligent failover throughout. A combination of state-of-the art COTS hardware selection with advanced configuration design permits a small footprint wall-mount. The modular design and consistent cabling procedures permit rapid deployment in pre-assembled form.

Figure 1: PSAP CPE Service Interfaces Appliance
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE – SOLUTION 2 - BAFO July 2, 2020 Page 3 of 37

21.0.2 Describe how CPE shall interface with phone system requirements for any PSAPs that have administrative telephone lines/ring down lines/business lines, PRI with caller ID, intercom, paging, local control circuits, PBX (IP or legacy), and Centrex with caller ID configured within the CPE at their PSAP. Description shall include how lines terminating on the CPE will be configured in a cloud CPE solution.

AT&T Response:

The Motorola solution provided by AT&T exceeds this requirement. Our solution provides a proven, demonstrated ability to reliably interface with and adapt to the detailed Admin PBX and Centrex phone system requirements that are unique to the 70%+ of PSAPs in California that have chosen Motorola Call Handling with AT&T. This level of extensive customer experience provides a comprehensive understanding of how to successfully deliver on this requirement using best practices and methodologies optimized over thousands of projects across North America.

The PSAP CPE Services Interfaces Appliance on-prem legacy gateway will terminate, convert and send to the cloud: administrative telephone lines/ring down lines/business lines, PRI with caller ID, intercom, paging, local control circuits, PBX (IP or legacy), and Centrex with caller ID configured which may be located at the PSAP.

The NG9-1-1 Service design includes telephony gateways that provide phone interfaces to the PSAP administrative, ring down and business telephone lines. The telephony gateways can interface with administrative PBXs via Session Initiation Protocol (SIP), analog FXO, T1, PRI, or QSIG circuits. Additional local control circuits such as intercom, paging, and Centrex lines can be supported via the telephony gateways. In some deployments the best approach is to have administrative features handled by the PBX which is interfaced to the CPE Service via SIP. In these deployments, the administrative PBX maintains a connection to non-IP technologies and those are mapped, via SIP, to the appropriate appearances in the CPE Service cloud software.

The proposed NG9-1-1 Service can interface local administrative phone systems where two-way call transfers are an important part of the operational call flow and workflow. The use of gateways allows the proposed solution to interface these PBX systems via SIP, analog circuits (FXO) and digital circuits (channelized T1, ISDN/PRI, and PRI with QSIG). These interfaces can be designed with redundancy and are based on standard telephony protocols. Please see Figure 2 for details.

State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE – SOLUTION 2 - BAFO July 2, 2020 Page 4 of 37
Figure 2: Lines at the PSAP with PBX
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE – SOLUTION 2 - BAFO July 2, 2020 Page 5 of 37

21.0.3 Describe how the CPE shall support a direct interface to the NG911 network in California. Description shall include how CPE solution will interface to the PNSP and RNSP in a NENA i3 compliant format and how the connections will be redundant and geographically diverse.

AT&T Response:

The NG9-1-1 CPE Service is compliant to the NENA i3 interface and will accept calls directly from the California NGCS system in NENA i3 format via geo-diverse NG9-1-1 trunk handoffs from the PNSP network. The NG9-1-1 CPE Service will also receive NG9-1-1 calls in NENA i3 format from the RNSP networks via the PNSP network connections. As depicted by the state's network diagram, the connection will be implemented by direct cross-connects between NG9-1-1 CPE Service IP routers and PNSP IP routers at each of the Motorola Solutions specified Points of Interconnection (POIs). The NG9-1- 1 CPE Service at each POI location will be physically redundant.

The NG9-1-1 CPE Service will include two designated geographically diverse POIs at which CA 9-1-1 Branch will terminate NG9-1-1 trunks via PNSP network connectivity. The NG9-1-1 CPE Service natively supports all common SIP transports, including UDP, TCP and TLS. The handoff between the CPE Service and PNSP IP routers will serve as the point of demarcation for transition between PNSP and CPE Service provider responsibility. The PNSP will direct the NG9-1-1 calls in NENA i3 format over the state provided NG9-1-1 Trunks to the one of the geo-diverse Motorola provided POI locations. In the advent of the failure of a POI or cloud region, the PNSP will re-route or re-present the calls to the alternate geodiverse POI for servicing.

To support highly available call delivery, the NG9-1-1 CPE service will provide multiple IP endpoints in each of the geo-diverse cloud regions. To that end, the NG9-1-1 CPE Service will provide SIP URIs per PSAP queue and support resolution of URI domains using Azure Traffic Manager and Azure DNS infrastructure. Based on the current availability condition of the NG9-1-1 CPE service in the Azure cloud regions, the DNS responses will point to either the primary Azure region or secondary Azure region for the PSAP queue URI. The PNSP will deliver the call to the appropriate geo-diverse POI based on the information returned from the DNS query for the domain part of the URI. The DNS services provided by the NG9-1-1 CPE Service will support A record and SRV record queries. The PNSP issuing SRV queries will result in the highest level of redundancy and fastest failover time across the geo-diverse cloud regions.

21.0.4 Describe the key success factors for CPE deployment, to include the initial deployment of the data center or native cloud solution interface with PNSP and RNSP. The description must include challenges and mitigation strategies that may impact the project's critical path.

AT&T Response:

The NG9-1-1 Service leverages a reliable Interoperability Testing methodology proven across multiple NG9-1-1 network vendors to successfully interface with and adapt to evolving NENA i3 compliant formats.

A multitude of test scenarios defined by the CA 9-1-1 Branch will be executed with the combined effort between Motorola Solutions and the PNSP/RNSP to ensure alignment with NENA i3 specs. This interoperability testing will complement but is not a prerequisite to entering testing in the CA 9-1-1 Branch NG9-1-1 Lab and will follow the necessary steps to receive approval for use (AFU) of the NG9-1- 1 Service. Examples of test scenarios we are prepared to execute based on a test plan provided by the CA 9-1-1 Branch to include:
 Process an ESInet wireline call
 Process an ESInet wireless call
 Generate and answer three concurrent ESInet calls
 Ringback after an ESInet call is abandoned
 Queued ESInet call
 Selectively remove an added participant of an ESInet Network Conference / Transfer  A Call Taker that added multiple ESInet network participants removes himself or herself from the conference
We are actively in the process of working with California’s PNSP and RNSPs in preparation of performing tests in the CA 9-1-1 Branch lab.

Evidence of our experience supporting state-wide call-handling solutions interfacing to a state selected NGCS provider include deployments in the States of Kansas, Massachusetts, and Arizona.

Based on the experience we’ve gained in working with a vast number of NGCS providers over the years, the key success factors, challenges and mitigation strategies that we build our implementation plans around for each engagement are detailed in Table 1 below:

Table 1: Implementation Plan Critical Success Factors
Critical Success Factors Challenges Mitigation Strategies I3 Compliance
 Product SW supports NENA
i3 functionality that has
been ratified and adopted.
 NGCS provider
interpretation of NENA i3
spec differs from our
solution due to the
 Share our produced i3 interface spec detailing
interpretation and implementation approaches
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE – SOLUTION 2 - BAFO July 2, 2020 Page 8 of 37
Critical Success Factors Challenges Mitigation Strategies  CA 9-1-1 Branch has
method to perform IOT
testing via VPN connection
to a well-defined test plan
 Established recurring sync
up calls with the CA 9-1-1
Branch to have an open
exchange of specs and call
flow analysis.
optionality of some
elements of the i3 spec.
 No environment exists to
allow for lab to lab IOT
testing.
 NENA i3 functionality
implemented was based on
an early version of the
NENA i3 spec.
 A reported IOT failure
cannot be isolated to a
problem in the NGCS
network or the call handling
platform.
where we have experienced different
implementations by various NGCS providers.
 We have established a dedicated lab
environment in California to enable VPN
connections to the CA 9-1-1 Branch lab.

Data Center Readiness
 Physical location and
environmental attributes
are fully prepared.
 Network configurations
requirements are well
defined.
 Data Center Firewalls and
Router are installed and
preconfigured.
 No network diagram
provided by the NGCS
provider.
 Firewalls must support the
required protocols specified
by NGCS providers.
 As part of the project schedule, ensure one of
the first milestones is to receive a network
diagram detailing the specific ports the call
handling platform must connect with to have a
clear understanding of the physical network.
 Ensure additional details outlining the IP
endpoints, subnet information and firewall
protocols are documented to fully understand
the logical network and firewall requirements.

PSAP Network Readiness
 Customer Firewalls and
Router are installed and
configured.
 Network QoS and
bandwidth analysis
successfully completed.
 Network quality between
Data Center and remote
PSAP location or
workstation is not good.
 Configurations of legacy
interface devices not
updated to support an i3
call flow.
 Conduct a site survey at the PSAP that includes
doing a QoS check on the network.
 Ensure the operational readiness test provided
by the CA 9-1-1 Branch that is required to pass
before any PSAP can cutover to the NGCS
provider, including testing of the legacy
interfaces.

The method used to achieve a working and supportable interface to NGCS/ESInet providers is outlined here:
 R&D, Product Management, and Systems Engineering teams review the approved specifications of the PNSP/RNSP by the CA 9-1-1 Branch
 Validation of those specifications is performed in the CA 9-1-1 Branch NG9-1-1 lab ahead of deployment in a Public Safety environment
 In the CA 9-1-1 Branch NG9-1-1 lab, all parties jointly exercise a test plan provided by CA 9-1-1 Branch
 In our experience, we have learned that a key success factor is the open exchange of specifications and call flow analysis between all parties involved State of California RFP 6104-2019
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 We participate in weekly status calls with the CA 9-1-1 Branch and the PNSP/RNSP to discuss any issues found in testing
 Documentation of specifications, designs, test plans from the CA 9-1-1 Branch, and results are a major element of a successful deployment
 Although ESInets are based on i3 standards, there are options and variances that are discovered in the lab environment; it is also understood that some i3 elements are subject to interpretation and/or optionality
 It may be necessary to exchange project personnel to the CA 9-1-1 Branch NG9-1-1 lab for collaboration
Prior to an approval from the CA 9-1-1 Branch, we will enable a connection to the CA 9-1-1 Branch NG9- 1-1 lab PNSP connection for validation and acceptance. In addition to the testing done in the CA 9-1-1 Branch NG9-1-1 lab, we will be prepared to execute an operational readiness test plan defined by the CA 9-1-1 Branch that includes real calls on real networks, especially for wireless calls, where simulation in the lab is not necessarily always representative of real world scenarios.

21.0.5 Describe how the CPE shall support long term recording as required by 21.2.4 and 21.2.5 of all circuits and positions at the data center or in the cloud solution. Describe how this will be accomplished via NENA i3 compliant SIP recording (SIPREC).

AT&T Response:

Part of the NG9-1-1 Service is call and media logging. The Call Logging Service provides audio, text, and visual media long-term storage, playback, and retention capabilities. All call-related media is encrypted and stored in the cloud. No on-premise PSAP recorder is required for call media logging.

Each media stream for every call is captured and stored as an independent track in the overall call recording, which is captured by the Call Logging service. The audio files are encrypted and tagged with the necessary metadata to identify, the Call Taker name or login, the caller’s number and timestamp of the call. In the case of a text to 9-1-1 call, the text session between the caller and the Call Taker is stored once the text session has terminated. During a voice or text call, if a Telecommunicator receives supplemental data in the form of a video or multimedia attachment, the video or attachment is sent to the Call Logging service to be stored as supplemental data associated with the call.

The Call Logging Service is an evidence repository that includes audit trails to immediately establish a chain of custody so the recordings are legally admissible. The PSAP administrator will control access for authorized personnel to locate and review the stored audio or media files. A PSAP administrator will also control setting the retention policies for all stored material.

If a PSAP does not want to use the Call Logging Service, their PSAP recorder can receive the media via SIPREC to also capture what the Telecommunicator heard or saw on the call. There is no additional charge for the logging capabilities regardless of whether the PSAP chooses to use an external logging recorder or not.

21.0.6 Describe how the CPE shall be configured to avoid all single points of failure within the system and to ensure 99.999% availability. Description shall include integration of IP phone sets per 21.2.16
AT&T Response:

There is no single point of failure in the proposed CPE Service. The system is designed to support realtime load balancing across all components of the system, from the on-premise component to the cloud components. This design allows the system to achieve 99.999% availability by providing instantaneous redistribution of system requests in the event of any component instance failure. All NG9-1-1 traffic will only be routed on CA 9-1-1 Branch NG9-1-1 trunks.

In legacy systems the focus of availability engineering was on increasing the time between failures (MTBF). The modern approach is to accept that failures are inevitable in any complex system and work instead to drive the time to repair (MTTR) effectively to zero. As the MTTR approaches zero, availability approaches 100%. The methodology by which mean time to repair is driven toward zero is to build in redundancy at the component level in every layer of the system. For every component, there is a pool of instances servicing work requests; if any particular instance fails, subsequent requests are handled by the remaining instances. Failed instances are automatically replaced and unhealthy or misbehaving instances are automatically killed and replaced. Any requests to a failed or killed component which were “in flight” will be retried by the requestor to eliminate the risk of any dropped or lost calls. These mechanisms act together to anticipate and tolerate failures of components in a way that keeps the system operating smoothly.

The NG9-1-1 CPE system supports IP phone devices. The IP phone devices are integrated directly with the cloud backend via the PNSP and are able to receive calls directly, without the aid of a workstation.

The IP phone devices will provide NG9-1-1 call handling capability, including video and text. The IP phone devices will be deployed by distributing the individual phones across redundant Local Area Network (LAN) infrastructure. The provided LAN infrastructure is redundant allowing the number of phones affected, due to any local network failure, to be limited.

21.0.7 Describe how the system shall scale to meet expected demand over time, without limitation of any physical onsite hardware, human intervention, or system resources during disasters or high demand events while maintaining 99.999% availability for PSAPs deployed on your platform. Description shall include the maximum call volume the solution will support and how the proposed solution is scalable. Description shall include the role licensing agreements have in scalability, if applicable.

AT&T Response:

All core components are fully virtualized and software defined. The entire solution executes on pools of generic 'worker' virtual machines. The number of instances of a given component and the number of worker nodes in the pools are fully dynamic and automatically scaled, by the system, based on the current system resource load.

A minimum worker pool size includes capacity to meet the average instantaneous call volume plus reserve capacity and maintain redundancy across data centers and geographic regions, regardless of traffic levels. This dynamic worker pool scalability model is not dependent on, or limited by, onsite hardware, human intervention or system resources during high demand events.

The platform is a fully horizontally scalable, cloud native, software as a service solution. As such, the system can scale dynamically to support any number of calls, even the complete 9-1-1 call volume of the United States, with no fees outside those defined in Exhibit 22, and no administrative approval steps.

Customer pricing is solely based on per PSAP call volumes and are in no way impacted by licensing or usage costs for any component of the platform. With respect to scalability, there is no component in the call processing system which is licensed on the basis of capacity.

21.0.8 Describe how system failures within an active operational component shall result in no loss of service or capability.

AT&T Response:

The system utilizes real-time traffic load-balancing to balance system load across many service instances to achieve both scalability and availability. Any given transaction in the system can be handled by any service instance within the cloud region at any time. The failure of any given component will result in subsequent requests being automatically distributed across the remaining service instances and worker nodes. Disruption is prevented by implementing retries for requests that were in-flight on a failed service instance.

In the event of a failure within the servicing cloud region for a particular call, the call will continue to traverse the same PNSP NG9-1-1 trunk to the same cloud region, but will be serviced by a surviving backend instance. In the event of a full cloud region failure, the PNSP will need to re-route the call down the geo-diverse NG9-1-1 trunk to the surviving cloud region. At no time will the NG9-1-1 CPE Service route the call from one cloud region to another.

We understand the critical nature of redundancy, resiliency and availability, especially as it relates to Public Safety solutions. The proposed NG9-1-1 Service exceeds this requirement in its architecture, design, and implementation model.

The CPE Service architecture of the NG9-1-1 Service contains a multi-faceted redundant design to prevent single points of failure.

Figure 5: CPE Service Elements Numbering
Capability Resilience
 Element 1 CPE Service Data Centers: A pair of geo-diverse data centers utilize failover clustering, availability zones, load balancing and ACD queue management to ensure that pending calls can State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE – SOLUTION 2 - BAFO July 2, 2020 Page 15 of 37
be answered. If one of the data centers fails or substantially degrades, the other one is sized, or can dynamically scale, to meet demand.
 Element 2 Cloud Ingress: From the point of demarcation at the Point of Interface (POI) the NG9- 1-1 Service will load balance the incoming calls and user requests overall a pool of virtual resources within a particular cloud region. Real-time per request load balancing allows for transparent tolerance of faults in individual component instances with the cloud environment.

For call delivery, the target cloud region is selected based on Policy Routing Function (PRF) rules by the PNSP.
 Element 3 CPE Service POI Router/handoff: A redundant pair of router(s) in each CPE Service POI accepts local network connections from the Prime Router of that POI. There are two layers of redundancy here, since there are two POIs, complete failure of a POI or pair of routers is covered by the corresponding router pair in the other POI. These devices can physically reside in various places within CONUS to work best with the PNSP connection. The handoff locations will be at two Microsoft Azure Meet-Me locations (or similar Azure access method).  Element 4 POI LAN connection: A local area network connection between the CPE Service POI Router (3) and the Prime Router for the POI. If this connection fails, the corresponding CPE Service POI Router (3) in the other POI will still be available. The NG9-1-1 Service provides and maintains these connections.
 Element 5,6,7,8: The On-Prem Appliance provides a fully integrated and highly available set of capabilities for interfacing to legacy interfaces, workstations and the CA ESInet. Each On-Prem interface appliance provides all of the functionality needed to deliver the on-premise interface capabilities (e.g. CAD, PBX interface, Centrex, etc.) required in an operational PSAP environment. The integrated appliance is deployed as a redundant cluster of at least three identical appliance units, allowing for extreme redundancy. Each appliance contains LAN switching (supporting direct connections of workstations as well as IP Phones), edge routing (supporting device redundant WAN handoffs), legacy telephony interfaces (supporting Centrex, Ringdowns, etc.) and SIP telephony interfaces (supporting local Admin PBX connections, etc.).  Element 9 CPE Service Workstation network connections: A connection for each workstation to the CPE Service Routers/handoff (8). Workstation connections are distributed across multiple network switches to prevent more than 50% workstation failure. If a connection fails, a different workstation can be used to restore capability/capacity until the first connection is replaced or otherwise corrected. The NG9-1-1 Service provides and maintains these connections.  Element 10 CPE Service Workstation: A commodity workstation suitable for thin client access of the NG9-1-1 Service. If the workstation fails, a different workstation can be used to restore capability/capacity until the first station is replaced or otherwise corrected. The NG9-1-1 Service provides and maintains these workstations.

A sound arbitration unit is also included. If the Sound arbitration unit fails, a different workstation can be used to restore capability/capacity until the failed arbitration unit is replaced or otherwise corrected. The NG9-1-1 Service provides and maintains these sound arbitration units.

21.0.9 Describe how CPE shall deliver and display secure NG9-1-1 traffic from RNSP and PNSP.

Answer shall include accurate location information as well as supplemental data (Z axis coordinates, IoT streams, and video).

AT&T Response:

IoT events, Video and other new media types delivered via the R/PNSP in NENA i3 format will be rendered to the user in user interface panels that do not interfere with audio management of a call.

These elements are conveyed within the SIP message(s) for the call. Data from some specific and trusted ancillary services, which also conform to NENA standards, such as the RapidSOS Location Information Server (i3 LIS), can optionally be incorporated into the UI. However, RapidSOS (or similar) is only supplemental to the information delivered via the NGCS SIP messaging.

New media types (e.g., SMS, video) do not always conform to the same event timing of audio calls that may be occurring in parallel, so the user interface takes this multi-media with active call management into consideration.

Example screenshot (8) of the NG9-1-1 Service Call Taker video media experience with call detail and optional viewing area. The user is not required to see the video and may choose to see only the thumbnail view to ensure the media arrived. Media is sent to a permanent, evidentiary-grade archive, in the cloud, even if no one is viewing it.

Similarly, the caller's GPS location can be shown in the second column for a connected call as above when the telephony tab (instead of attachments) is pressed. The Lat/Long and Height (z-axis) will be presented in the area shown. The z-axis coordinate may not be usable in its “raw” format. X/Y coordinates are made usable through a technological process called “reverse geocoding”, and once there is a technological process to translate the Z-Axis coordinate into a height or floor this information will be displayable on our map if a 3-D layer is provided.

IoT events are presented in a very similar manner to the Jenn Fraunkler phone card shown in the connected panel (on left above) with a description and supporting data related to their origin.

21.0.10 Describe CPE Automatic Call Distribution (ACD) functionality at the PSAP.

Describe how ACD supports NENA i3 call flow. Describe how ACD functions in conjunction with policy based routing.

AT&T Response:

The NG9-1-1 Service provides priority Automatic Call Distribution (ACD) for both 9-1-1 and Nonemergency calls. ACD defines the specific order and criteria by which calls are routed to Call Takers or consoles. ACD can also manage the flow of calls by distributing them to different queues, such as queues for emergency, non-emergency, and administrative calls. The ACD Design of the NG-91-1 service is flexible and can adjust to relatively simple to very sophisticated routing plans within each PSAP. The ACD approach of the NG9-1-1 Service is proven across hundreds of PSAPs nationwide with many in the State of California. The following describes the ACD features available on the system. These features offer different ways of presenting calls to Call Takers, managing the call queues, and answering calls from the ACD.

Call Distribution within a PSAP
The NG9-1-1 Service provides the following ACD or call routing schemes:
 Longest Idle: The call is directed to the Call Taker who has been idle the longest  Top Down: (aka Priority) Calls are directed to Call Takers according to a list. The first Call Taker in the list has priority. If the first Call Taker is busy or unavailable, the call goes to the second Call Taker in the list, and so on.
 Round Robin: (aka Circular) Calls are directed to each Call Taker in turn. If one Call Taker is busy on a call, or unavailable to answer a call, the ACD queue offers the call to the following Call Taker.
 Ring-all: The call is presented to all Call Takers at the same time. The first to press their answer button gets the call.
 Queue Selector - The Queue Selector feature allows routing a queued call to a specific alternate queue or allows the call to remain in the original queue based on the caller's selection (by pressing a digit on a phone keypad).
 Go Not Ready on No Answer - Provides support for agents not ready on redirect on no answer for consoles, on either emergency or admin calls.
 Agent Based ACD Routing - Queued calls are routed to a specific agent identifier, based on their role, independent of the console at which he or she sits. Allows agents the ability to log into any console on the same system and have the calls designated for that specific agent “follow” him/her to the console they are logged into.

Multiple ring tones are supported to differentiate call groups such as differentiation between 9-1-1 and administrative calls.

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Call Distribution across PSAPs
All the above ACD routing schemes are applied to NENA i3 calls and/or local PSAP interfaced calls. The NG9-1-1 Service can be configured to route calls to specific queues designated by the policy based routing rules set by the NGCS. 9-1-1 calls received via ESInet, or non-emergency calls received via local PSAP interfaces, receive the same queuing logic creating a uniform platform for the Call Takers to learn and operate. Figure illustrates the call diversion on ACD overflow.

In Step 1, PSAP A has signaled the ESRP via SIP status codes that its incoming call queue has reached capacity.

Step 2, the next incoming emergency call reaches the ESRP and the Policy Routing Function is consulted.

Since PSAP A remains in a not ready condition, the new call is diverted to PSAP B which has not yet reached capacity and is next in the order to take overflow diversions from PSAP A.

Reason Codes
The system can be configured to force certain user roles to select a reason code when changing the state of the console from ‘Ready’ to ‘Not Ready’. Reason codes can be seen by a Supervisor.

Ready/Not Ready
The User Interface allows a Call Taker to set the readiness of the console he/she is logged into.  Ready – The Ready status indicates that he/she can receive calls. Call Takers can use the Ready button and the ACD Readiness button to switch to a Not Ready state.  Not Ready – The Not Ready status indicates that he/she cannot receive calls or that system activities are blocking calls. Call Takers can use the Ready button or the ACD Readiness button to switch to a Ready state.
 Not Available - System activities are preventing a console from receiving calls in an otherwise Ready state. For example, handling an emergency call makes the console unavailable to receive calls.

The NG9-1-1 Service will provide signaling back to the NGCS on call volume exceeding its call processing capacity to trigger rerouting of those calls to an alternate PSAP by the NGCS.

21.0.11 Describe how the CPE solution shall maintain trouble ticket e-bonding with RNSP and PNSP using standardized API developed by PNSP. Description shall include the integration of system monitoring with the data delivered from each RNSP and the PNSP. Description shall include how CPE solution mitigates accountability discrepancies between PNSP, RNSP, and CPE vendor.

AT&T Response:

The proposed solution eBonds its ITSM, ServiceNow, with subcontractors and customers using SOAP or REST protocols. We understand the importance of e-bonding in establishing instant awareness between business partners. As such, we have included capabilities, called Integration Hub, within our ITSM system that allows successive e-bonding implementation projects to be as simple as possible to implement from the call handling service’s perspective. We offer more than just the ability to e-bond— we have established active e-bonding with our partners, so we have the background and experience to implement e-bonding for our customers.

The proposed solution includes remote monitoring, a component of the NSOC product suite of services.

This service is provided 7 days a week, 24 hours a day delivering near real-time, consolidated event management and historical performance metrics, which assists with quickly understanding issues within a complex network. General product and system alerts, as well as specific system performance thresholds established during service plan implementation, are continually monitored via a secured VPN connection. Any time an actionable alert event is detected, or the system performance/environment exceeds a threshold limit, the remote monitoring team is automatically notified by the system. The NSOC Support Personnel review all alert notifications. An actionable alert event is one which the NSOC Support Personnel deems service affecting to the PSAP.

With the ability of the RNSP and PNSP to e-bond tickets to Service Management System, we will be aware of upstream and network issues. This allows better communication of the overall impact of issues, but also allows us to specifically communicate when the accountability for a given incident belongs to the NGCS provider.

CPE Service alerts/traps are specific to CPE Service; however, alerts related to the Transport Layer (I.E. ingress and egress) will also be generated and this information immediately relayed to the RNSP and PNSP via eBonding to mitigate accountability discrepancies. This rapid sharing of information will enable all responsible parties to quickly isolate the issue and work toward a resolution. In the event of a reported issue, an alert, SNMP Trap, or similar infrastructure notice from the cloud. Motorola Solutions will collaborate with the PNSP and RNSP to troubleshoot, isolate and resolve the issue in a timely manner.

21.0.12 Describe how the system monitoring dashboard will display and report the health of the CPE solution. Description shall include how the dashboard will monitor the health of CPE solution and any PSAP equipment to ensure that SLAs are being met.

AT&T Response:

The NG9-1-1 Service includes a system monitoring dashboard that enables PSAP administrators to view and report on the health of the CPE Service. The dashboard has sections for current system health and any SLA incidents that contribute to the Contractor's Monthly Activity Report (reference: Part 2, Section 22-22.2). The SLA prior incident information in the NG9-1-1 Service dashboard includes the following:

SLA Incidents Dashboard

1. Selectable date range to bracket the SLA incidents in the dashboard view

2. Counts of SLA incidents during the date range, according to their type and status

3. A list of the individual incidents occurring during the date range

4. Ability to the view a summary of each incident listed which includes a. NG9-1-1 Service Incident ID Number
b. PSAP ID affected
c. PSAP Name affected
d. Current SLA incident status (Open, In Progress, Closed) e. Start and end time of the incident based on trouble ticket in reference: Part 2, Section 22-

22.5 f. Duration of the incident in hours and minutes
g. Stop Clock duration as defined in Part 2, Section 22-22.4 h. The entity that reported the incident
i. Outage Type
i. Time to Repair Critical Failure as defined in Part 2, Section 22-22.3.1 ii. Time to Repair Major Failure as defined in Part 2, Section 22-22.3.2 iii. Time to Repair Minor Failure as defined in Part 2, Section 22-22.3.3 iv. Availability as defined as defined in Part 2, Section 22-22.3.4 v. Outage as defined in Part, 2 Section 22-22.3.5
j. Summary of Cause
k. Summary of Incident
l. Summary of Stop Clock Conditions
m. Yes/No if qualified for SLA
n. Applicable SLA
o. Relevant trouble ticket number(s)
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Current and recent system technical health
In an area separate from the SLA incidents, the dashboard also shows real time and recent system health information of a more technical nature.

To maintain a proactive posture for this SLA reporting, the NG9-1-1 Service maintains a broad array of system monitoring and alarm techniques. These include the status of the servers as well as any critical or major alarms within that system as well as the health status of critical service offerings such as Patch Management, Anti-Virus Management, and Disaster Recovery. The application also provides a Diagnostics Document window that displays real-time diagnostic information about services and programs on the system. The diagnostic information is displayed in a time-sensitive manner, similar to a log file. Each line states a diagnostics message about the program status at the time that the diagnostic message is generated. If the program diagnostic status changes, a new diagnostic appears as a new line.

The server, time, source and diagnostic message are detailed in separate columns on each line.

Cloud resources monitor (Figure 11) and alarms showing Containers and Pods which run applications in measurable sub-divisions for the NG9-1-1 Service. Additionally, recent capacity measures or alerts are displayed. This gives a relatively high-level view of the NG9-1-1 Service performance at any given time, with an adjustable time frame of recent history and related overall health.

Drill down into the Pods view (Figure 6) showing CPU and memory usage of various micro-services (e.g.

SMS text processing, GPS location, video/media, event logging, etc.) within the NG9-1-1 Service to monitor low level performance before it surfaces into a perceptible manifestation. This view narrows down any areas that may need attention and can be immediately and directly tied to user information about application performance in fine grain areas of operation. This helps ensure the performance KPIs are proactively met or quickly corrected in exactly the right area of the platform if momentary lapses were to happen.

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Examples of NG9-1-1 Service Instrumentation
Figure 11: Cloud Resources Monitor
Figure 6: Cloud Resources Analytic View
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21.0.13 Describe CPE dashboard and how it provides near real time CPE outage monitoring and reporting to support the description provided in 21.0.12. Description shall include a definition of near real time. Description shall also include how CA 9-1-1 Branch will access the dashboard monitor, this shall include statistical data, printable reports, and outage notifications with duration.

AT&T Response:

To build upon 21.0.12, the NG9-1-1 Service includes an application that enables PSAP administrators and the CA 9-1-1 Branch to view and report on the health of the CPE Service. It includes the status of the servers, all critical and major alarms, and status of critical service offerings such as Patch Management, Anti-Virus Management, and Disaster Recovery.

Authorized users can access the dashboard monitor via secure login. Each system outage event is displayed via a ticket which tracks that event with timestamps. The users can view the progression of the ticket, including timestamps for each major milestone and resolution time, as well as export or print the ticket information. The application provides a Diagnostics Document window that displays near real-time information about services and programs on the system. The diagnostic information is displayed in a time-sensitive manner. Each line states a diagnostics message about the program status at the time that the message is generated. If the program diagnostic status changes, a new diagnostic appears as a new line. Message data points include the server, time stamp, source, and diagnostic details. This diagnostic information can also be printed from the application.

Near real time refers to the ability to reflect changes in the system immediately after the information is collected and correlated. For example, within seconds of detecting from alerts that a system outage has occurred, the designated personnel will be notified and the dashboards will be updated.

An authorized user from the CA 9-1-1 Branch can access this information from any workstation that has a secure connection to the solution’s Data Centers. From that workstation, statistical data can be tracked, reports can be obtained, printed and ticket status can be viewed including major milestones and resolution time.

In the event of an outage the designated personnel will be notified by email or SMS text message. The notification will be generated at the opening of an Incident thus providing designated personnel with a Notification of a Critical or Major incident within the applicable time requirements. At the same time, this event/outage will be available for viewing on the dashboard. If a phone call is required, any alerts that have a major or critical impact will result in notification via a phone call to customer-defined escalation points, once the NSOC has had the opportunity to triage an incident and properly classify and prioritize.

21.0.14 Describe if the CPE will be deployed as a cloud native or data center solution.

The description shall include how the solution will utilize a geographically diverse, interconnected, redundant, and survivable platform within CONUS. The description shall include how the CPE will be dedicated to California with capability that provides 99.999% availability.

AT&T Response:

The NG9-1-1 Service cloud utilizes Microsoft Azure for cloud infrastructure. Azure offers many CONUS regions, shown as blue dots below. The diamonds indicate availability zones where Azure offers enhanced network redundancy and location geo-diversity. NG9-1-1 Service cloud components are deployed multi-regionally within Azure to ensure high availability reaching 5 9’s.

Figure 8: Microsoft Azure Cloud CONUS Regions
For example, in the figure above, West US 2 (Redmond) is an Availability Zone well-equipped to be the default presence for West Coast HA. Availability zones offer 4 9’s to software components. The NG9-1-1 Service provides logic and best practice deployment techniques (in consultation with Microsoft) to also deploy in another geo-diverse region for each PSAP to have a redundant failover (e.g. Central US). This provides additional availability for calls or whole PSAPs to survive disruptions on the first cloud location.

The NG9-1-1 Service CPE Data Center is geo-diverse across multiple interconnected cloud availability zones within CONUS. California PSAPs are provisioned in state-of-the art cloud centers providing for geodiverse recovery and availability that will dynamically change regional centers in case of failures. Calls are not routed from one data center to the other, but data about the call is actively synchronized across data centers for call management so when the PNSP reroutes a call, the surviving regional center is ready to manage the call.

Extra cloud capacity is provisioned, reserved and dedicated specifically for California PSAPs ensuring rapid cloud growth during unexpected peaks of usage, whether short term or sustained. The dedicated State of California RFP 6104-2019
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capacity is already in place for each California PSAP to use from the time the PSAP starts on the NG9-1-1 Service. The extra dedicated capacity is available to the PSAP seamlessly, without the need for additional administrative approval. In addition to advanced multi-regional cloud infrastructure and the dedicated capacity set aside for California PSAP dynamic peaks, the NG9-1-1 Service also has proactive Motorola Solutions NSOC operations to ensure 99.999% availability.

21.0.15 Describe how all updates, fixes, upgrades, patches, etc. shall be executed in the cloud or data centers and pushed out to each PSAP in a manner consistent with evergreen support. Description shall include how your solution will roll back to previous versions if updates or changes cause unintended failures or performance problems at any PSAP.

AT&T Response:

In coordination with the CA 9-1-1 Branch, we will oversee all approved updates to the NG9-1-1 CPE Service. We will provide CA 9-1-1 Branch notification of updates and/or modifications via a Product Change Notice (PCN). The PCN is used to notify CA 9-1-1 Branch of the availability of software updates to address defects or add feature enhancements. The software update will be provided at no additional charge during the contract period.

The Motorola system is designed in such a way that the new system version can be deployed and be simultaneously operated alongside the old version for seamless upgrades available immediately to each PSAP as the display equipment makes a new request to the NG9-1-1 CPE Service . The system allows user and call traffic to be serviced by a particular component version which can be switched in real-time.

This fine-grained switching ability allows a separation between software ‘deployment’ and software ‘release’. This parallel deployment capability facilitates both the pre-release lab testing by the CA 9-1-1 Branch and ‘rollback’ abilities in accordance with the CA 9-1-1 Branch defined SLAs.

Once the CA 9-1-1 Branch has tested and provides approval to release the software update, we will proceed to release the updated version for PSAP use, at which time all the PSAPs will begin using the latest approved software versions immediately upon the display workstation making a new service request to the NG9-1-1 CPE Service; thus ensuring that 100% of the PSAPs are operating on the same software version to meet the required CA 9-1-1 Branch SLAs.

Defect fixes and new feature enhancements will be transparently made available in the latest software as part of a scheduled maintenance period for the NG9-1-1 service, upon approval by the CA 9-1-1 Branch, enabling the update &/or feature at no additional charge, again available immediately as the display workstation makes a new service request to the NG 9-1-1 CPE Service.

The proposed workstations, which access the NG9-1-1 Service, are carefully chosen and rigorously tested to withstand the high demands of a 9-1-1 center. Patch Management and Anti-Virus protection form part of this process where we receive monthly notifications from Microsoft as it pertains to Operating Systems (OS) and application security patches. We review the notifications and determines if any apply to the specific OS and applications used by the NG9-1-1 Service. Where it is determined that a Microsoft Security Patch applies to an in-scope product, we will test the patch against the product lines.

Upon successful completion of the testing, we will apply the update to server systems following proper change control. We will also schedule any reboots required of workstations with PSAP personnel if required by the Microsoft update. Hot fixes like upgrades require no down time, a clear benefit of NG9- 1-1 Service.

21.0.16 Describe how CPE will allow two-way communication with the 9-1-1 caller's device for push/pull notification. This includes PSAP video initiation and text from 9-1-1.

AT&T Response:

The NG9-1-1 Service enables push-pull workflows with caller’s in different situations where the PSAP and caller need to coordinate data exchange. In the current 9-1-1 landscape the most common scenarios involve the use of an SMS text message (push) from the PSAP to the caller due to the ubiquity of SMS readers in mobile smartphones.

Video or photo authorization via SMS
A 9-1-1 Caller indicates that they have some multi-media content which they would like to share with the Call Taker. The Call Taker presses a button the User Interface which triggers the sending of an SMS message to the Caller. This message contains a URL link to a webpage which will be loaded in the Caller's mobile browser on their smartphone device. The webpage will automatically establish a real-time video streaming session or allow the Caller to upload a previously recorded picture or video as requested by the Call Taker.

Automatic Abandon-Textback
When a caller disconnects before speaking to anyone in the PSAP, it is very common for the PSAP to contact them to ensure their safety. Utilizing SMS text to automatically follow-up with the citizen often allows the abandon call being resolved without involving a Telecommunicator to directly contact the citizen via voice call.

The cloud architecture of the NG9-1-1 Service enables future Internet Of Things (IoT) push-pull workflows (initiated to and from the PSAP), based on protocols other than SMS.

21.0.17 Describe how CPE will utilize an open standards methodology where ever possible. Description shall include how proprietary standards and or protocols are minimized within the proposed CPE system and shall address any limitations that may result from those proprietary components. Finally, where systems utilize customized solutions, the description shall identify the standard or protocol substituted and provide a descriptive narrative with regard to meeting NENA i3 standards.

AT&T Response:

We have designed the NG9-1-1 Service to eliminate or minimize hardware related impacts and accommodate the continuous evolution of the NG9-1-1 standards. It is aligned with NENA i3 standards, and specifically optimized to handle popular IP/SIP communications including Wireline, Wireless, VoIP, TTY/TDD and SMS/TXT. The NG9-1-1 Service is also designed to include emerging technologies like RTT, MMS, photos and videos as these are supported on end-to-end public networks, caller applications and ESInet ingress points. Proprietary protocols are rarely used, but if they are, a roadmap to replace them with a suitable standard (when one exists) is also planned.

AT&T and Motorola Solutions are committed to 9-1-1 industry standards. AT&T has participated in NENA NG9-1-1 standards development through industry expert knowledge and contributions in development of NENA Technical and Information Documents on NG9-1-1 since 2007; and Motorola Solutions has been involved in every NENA Industry Collaboration Event (ICE) conducted to date.

Motorola Solutions’ participation includes that of technology being tested, elements to be tested against, event steering committee members, steering committee leads, as well as vice-chair and chair of ICE events. Motorola is very supportive of NENA ICE events and the value they provide to the 9-1-1 industry.

The NG9-1-1 Service will process Next Generation i3 data that is passed by the PNSP and RNSPs. Much of the i3 data is available through messages and events triggered by Functional Elements (FE) within the network and from the consoles located within the Call Centers. This data will be captured, processed and then sent out to subscribers that wish to consume this data. These subscribers include FEs such as i3 Loggers (Digital Logging Recorders), Display/Reader Boards, and Management Information Systems (MIS), CAD Systems as well as 3rd party applications.

The STATS Service is made up of a STATS Service and various adapters. The STATS Service offers adapters that send out data to a subscriber based on a configurable subscription. These adapters process the necessary data and send out information in a format specific to that adapter. Adapters include, but are not limited to, a Data Adapter (for MIS Systems), i3 Logger Adapter (NENA), and an enhanced i3 Logger Adapter which has been extended to include SMS Dialog.

The i3 Logger adapter will send i3 Log Events as configured to the i3 Logging Interface defined by the NENA Detailed Functional and Interface Standards for the NENA i3 Solution (NENA-STA-010.2-2015).

These i3 LogEvents can be configured to be sent at the completion of a SMS Call or at any point during the call. The i3 Logging Adapter can also be configured to send Agent Activity events and Network related activities.

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The i3 Logging Adapter is the component that sends i3 LogEvents to a NENA compliant i3 Logger. The consumer (i3 Logger) will be running the NENA i3 Logging Web Service (WS) that has implemented the i3 Logging Schema. This Functional Element (i3 Logger) and the Web Service and Schema have all been defined by NENA. We have extended this Schema to add an additional element to capture SMS Dialog in addition to the SMS conversations that are captured using SIPREC on the media side of an i3 recording solution.

An equivalent EIDO adapter will be created as defined in the upcoming NENA Emergency Data Object (EIDO) Standard (NENA-STA-021.1-202Y) and NENA Standard for the Conveyance of Emergency Incident Data Objects (EIDOs) between Next Generation (NG9-1-1) Systems and Applications (NENA-STA-024.1- 202Y).

One popular standard used, but not in NENA i3, is WebRTC for cloud components. WebRTC is used for audio, video or other media streams between the CPE Service cloud and the browser of the call-taker, traversing the R/PNSP for that browser’s session. The media protocol between the NG9-1-1 Service and NGCS is RTP as required by NENA i3, but RTP is not supported by browsers. The media protocol to a calltaker workstation of the i3 PSAP Functional Element is not specified in i3. So the NG9-1-1 Service uses WebRTC to stream media to browsers due to its proven efficiency in many large scale Internet applications, safety, basis in SRTP, and native support in popular browsers.

At this time, the only proprietary aspect of the NG9-1-1 Service is the audio management device used at the Call Taker positions for radio consoles, analog LTR and other audio sharing. Rather than create any limitations, this proprietary device resolves multiple limitations at the PSAP resulting from COTS equipment that impacts audio quality. Since there is no suitable COTS option, nor industry standard to replace the units, this position side audio management is a situation common to all 9-1-1 deployments.

By robustly implementing popular standards with an architecture suited for the full NENA i3 vision, the NG9-1-1 Service accommodates the continuous evolution of the NG9-1-1 standards. This proprietary device delivers many key capabilities to the PSAP beyond improved sound quality. One example is audio settings customizable by login to balance mic gain and speaker volume that also follow the call handler to wherever on the system they log in. The ability to use the same headset for both Call Handling and Dispatch is also another benefit, especially for smaller PSAPs.

21.0.18 Bidder shall describe what happens to an active call when one side of system call handling (i.e. Data Center A) or a cloud instance goes offline. Bidder shall explain where the call reappears. Bidder shall also describe what happens when an active call in ACD queue needs to route to another PSAP. Bidder shall include network diagrams.

The NG9-1-1 Service includes many layers of redundancy; most of which handle failures transparently to the PNSP and PSAPs. For example, there are multiple instances of a given component within a given cloud Region, if there is a failure of the component or some division less than the entire region, the NG9-1-1 service will handle the failure transparently. If the failure disables or isolates the entire cloud region, the PNSP will detect the failure and re-deliver the call to the surviving region.

Calls which are in queue will not be answered (SIP 200 OK) and so the PNSP will still have the ability to apply Policy Routing Function (PRF) rules to deliver the call to the alternate Point of Interface. For calls in progress, the failure of the NG9-1-1 CPE Service will be detected by the PNSP in a variety of ways, including broken RTP (early media) or SIP messaging timeouts. In this case, the PNSP will detect that the CPE Service instance has failed and re-route the calls through the configured Policy Routing rules leading to an alternate destination which may be an alternate NG9-1-1 Trunk to the geo-diverse NG9-1-1 CPE Service cloud instance, or a different PSAP altogether. The PNSP would then deliver the calls to the next configured destination via NG9-1-1 Trunk.

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Figure 10: Cloud Region Failure - PNSP Presentation to Alternate Region State of California RFP 6104-2019
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Figure 11: ACD Timeout: PSNP Re-Routes to Alternate PSAP State of California RFP 6104-2019
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21.0.19 Bidder to describe how their solution and leadership is flexible to accommodate minor variations in functionality or PSAP needs that demonstrates a commitment to transparency within bidder's Exhibit 22 MRCs. For example: NENA updates the i3 specification for EIDO or requirement to comply with PSAP (Public Safety Answering Point) Credentialing Agency (PCA) Congruent with a providing a “Service”, the Exhibit 22 MRC figures are fixed costs to meet the CA 9-1-1 Branch RFP terms and conditions, with no additional costs required to accommodate minor variations in functionality or PSAP needs. The NG9-1-1 CPE Service is, by design, a fixed cost MRC for the contract term to deliver on the CA 9-1-1 Branch RFP requirements, no internal approval processes are required.

Therefore, leadership has demonstrated their commitment to accommodating minor variations within the defined MRC cost structure. As a design is completed, any minor variations will be identified, reviewed with the CA 9-1-1 Branch & the PSAP (as appropriate) and implemented in accordance with the costs identified in Exhibit 22. Rollout of functional variations will be in accordance with the CA 9-1-1 Branch SLA requirements and required terms and conditions.

The NG9-1-1 CPE Service is compliant with NENA i3 Standards and aligns with the CA 9-1-1 Branch PNSP/RNSP interoperability requirements. Motorola Solutions will remain COMPLIANT with future updates to NENA NG9-1-1 i3 standards as they are approved by the CA 9-1-1 Branch for the PNSP/RNSP to implement and operationalize those new requirements. Software updates that are required to ensure the NG9-1-1 Service maintains compliance to the NENA i3 standards are factored into the existing MRC software charges as defined in our cost workbook.

With 14+ participants serving on various NENA committees in roles from previous Chair to contributing member, the CA 9-1-1 Branch can be confident SLAs related to supporting future NENA standards will be met. While new NENA i3 standards are in development prior to ratification, the new capability (such as EIDO or PSAP Credentialing) is analyzed, scoped and prioritized for development and implementation in the NG 9-1-1 Service, as approved and tested by the CA 9-1-1 Branch.

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March 26, 2020
Disclaimer: The original version and any subsequent addendums of the RFP released by the Procurement Official, remain the official version. In the event of any inconsistency between the Bidder’s versions, articles, attachments, specifications or provisions which constitute the Contract, the official State version of the RFP in its entirety shall take precedence.

Issued by:

STATE OF CALIFORNIA
California Governor's Office of Emergency Services

RFP - CPE
EXHIBIT 21, TECHNICAL REQUIREMENTS
CA Next Generation 9-1-1 - Call Processing Equipment
State of California
CA Governor's Office of Emergency Services EXHIBIT 21
Technical Requirements
RFP 6104-2019
CA NG9-1-1 CPE Services

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CA NG9-1-1 CPE Services Instructions
Bidders shall submit their narrative response to describe how the Technical Requirements in the 21.0-Technical Requirements Tab are met per the instructions in RFP Part 1, Technical Requirements instructions and submission requirements.

Bidder shall submit their narrative response in the form provided in SOW Exhibit 20 - Technical Requirement Response Template. The Bidder is responsible to ensure their response for each narrative requirement in 21 0 is no more than two (2) pages Bidder may submit no more than two (2) pages of diagrams to support each narrative response. The diagrams shall be a visual representation of the narrative response and will be limited to no more than 100 words per diagram, which will include diagram labels Any typed information that goes beyond the 2nd page of the SOW Exhibit 20 - Technical Requirement Response Template will not be considered as a part of this evaluation.

Bidder shall provide response, Yes "Y" or No "N", to the 'CPE Service Provider Agreement' on each tab, including the 21.0-Narrative Requirements.

State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Narrative Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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Requirement
Contractor must provide a written narrative for the requirements noted in Exhibit 21.0 and include with its Final Bid Submission in accordance with Section 6, Proposal/Bid Format and
Submission Requirements
CPE Service Provider
Agrees to meet the
Requirement
YES/NO
Interface Requirements

Description shall include how lines terminating on the CPE will be configured in a cloud CPE solution
Y

21.0.8 Describe how system failures within an active operational component shall result in no loss of service or capability. Y State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Narrative Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.0.9 Describe how CPE shall deliver and display secure NG9-1-1 traffic from RNSP and PNSP. Answer shall include accurate location information as well as supplemental data (Z axis coordinates, IoT streams, and video).

21.0.10 Describe CPE Automatic Call Distribution (ACD) functionality at the PSAP. Describe how ACD supports NENA i3 call flow.

Describe how ACD functions in conjunction with policy based routing.

Y
System Monitoring Requirements

21.0.11 Describe how the CPE solution shall maintain trouble ticket ebonding with RNSP and PNSP using standardized API developed by PNSP. Description shall include the integration of system monitoring with the data delivered from each RNSP and the PNSP. Description shall include how CPE solution mitigates accountability discrepancies between PNSP, RNSP, and CPE vendor
Y

Y
Technology Requirements

21.0.14 Describe if the CPE will be deployed as a cloud native or data center solution. The description shall include how the solution will utilize a geographically diverse, interconnected, redundant, and survivable platform within CONUS. The description shall include how the CPE will be dedicated to California with capability that provides 99.999% availability.

21.0.15 Describe how all updates, fixes, upgrades, patches, etc. shall be executed in the cloud or data centers and pushed out to each PSAP in a manner consistent with evergreen support.

Description shall include how your solution will roll back to previous versions if updates or changes cause unintended failures or performance problems at any PSAP
Y

21.0.16 Describe how CPE will allow two-way communication with the 9-1-1 caller's device for push/pull notification. This includes PSAP video initiation and text from 9-1-1.

Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Narrative Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.0.18 Bidder shall describe what happens to an active call when one side of system call handling (i.e. Data Center A) or a cloud instance goes offline. Bidder shall explain where the call reappears. Bidder shall also decribe what happens when an active call in ACD queue needs to route to another PSAP.

Bidder shall include network diagrams.

YES

YES
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG 9-1-1 CPE Services

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Requirement
Mandatory CPE Interface Requirements
The requirements are organized into General Requirements and then more specific requirements for each deployment method.

CPE Service
Provider
Agrees to
meet the
Requirement
YES/NO

21.1.1 CPE shall include a Graphical User Interface (GUI) that allows PSAP and/or call taker to personalize the CPE screen layout. Y

21.1.2 CPE shall utilize the standardized API developed by the PNSP and the CA 9-1-1 Branch for all interfaces to deliver 9-1-1 traffic to the CPE.

21.1.3 CPE shall support a NENA i3 compliant interface to the existing CAD system in operation at the PSAP. All non-i3 ready CAD systems require interface providing serial ALI spill functionality Y

21.1.4 CPE shall connect to analog or digital audio interface devices at the PSAP to support consistent audio levels from radio and CPE for the call taker.

21.1.5 CPE shall interface with PSAP phone system. This includes administrative telephone lines, ring down lines, business lines, PRI with caller ID, intercom, paging, local control circuits, PBX (IP or legacy), or Centrex, etc. with caller ID configured within the CPE at their PSAP.

21.1.6 CPE shall support the interface developed by PNSP and RNSP as directed by the CA 9-1-1 Branch for delivery of all 9-1-1 traffic and must support the NENA i3 standard.

21.1.7 CPE shall interface with CA 9-1-1 Branch's call data record solution via NENA i3 logging standard, or the CA 9-1-1 Branch defined XML standard.

21.1.8 CPE shall ingest and display the CA 9-1-1 Branch statewide GIS data layers, or shape files, and shall provide an interface at the PSAPs request. CA 9-1-1 Branch shall provide database for updated GIS files in a NENA i3 compliant format via secure file or secure web interface.

21.1.9 CPE interface shall comply with NENA i3 standard for the delivery of callback and location information to CAD, mapping applications, and voice recorders.

21.1.10 CPE shall utilize CA 9-1-1 Branch provided NG9-1-1 trunk for the transport of any 9-1-1 traffic Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG 9-1-1 CPE Services

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21.1.11 CPE shall interface with the peripheral equipment configurations already in place at all PSAPs: GIS, radio, logging recorder, etc.

21.1.12 CPE shall provide a SIPREC compliant interface for on site logging recorder at the PSAP. Y

21.1.13 CPE shall interface with the State PSAP Credentialing Agency (PCA), the top-level certificate authority for NG9-1-1 in California, which is administered by the CA 9-1-1 Branch and is implemented by the PNSP.

21.1.14 CPE shall display caller ID from any non 9-1-1 line if provided by the originating service provider. Y

21.1.15 CPE shall develop a Basic API that aligns to cost workbook element

22.3.5 at the request of the PSAP with direction from Cal OES to support a one time 1-3 month API development outside of NENA i3 and SOW requirements. Cal OES will be the sole arbiter to determine if the API needed is basic intermediate or complex
Y

21.1.16 CPE shall develop an intermediate API that aligns to cost workbook element 22.3.6 at the request of the PSAP with direction from Cal OES to support a one time 3-6 month API development outside of NENA i3 and SOW requirements. Cal OES will be the sole arbiter to determine if the API needed is basic intermediate or complex
Y

21.1.17 CPE shall develop a Complex API that aligns to cost workbook element

22.3.7 at the request of the PSAP with direction from Cal OES to support a one time 6-9 month API development outside of NENA i3 and SOW requirements. Cal OES will be the sole arbiter to determine if the API needed is basic intermediate or complex
Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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Requirement
Mandatory CPE Functionality Requirements
The requirements are organized into General Requirements and then more specific requirements for each deployment method.

CPE Service Provider
Agrees to meet the
Requirement
YES/NO

21.2.1 CPE shall generate NENA i3 Call Detail Record (CDR) automatically, and store all available information pertaining to all 9-1-1 traffic, on a server that allows access by or connectivity for state-wide reporting purposes.

21.2.2 CPE shall provide automatic call distribution (ACD), configurable by the PSAP. ACD functionality shall support interactive voice response (IVR)
Y

21.2.3 CPE shall require users to manually log-on with a username/password combination. Two factor authentication must be provided as an option at no additional cost. Password parameters shall be flexible to meet PSAP needs. CA 9-1-1 Branch will validate two factor authentication method. PSAP shall have administrative rights controlling all account credentialing
Y

21.2.4 CPE shall include audio, text, and video logging recording at the data center or in the cloud. Recording shall include separate recordings for operator and caller. Shall include active recording methodology of all circuits and positions via NENA i3 compliant SIPREC.

21.2.5 CPE shall provide end-to-end encryption for all recordings, including voice, text, and video. Access to all recordings shall be controlled by the PSAP that owns the recording.

21.2.6 CPE shall display live streamed video from IoT, caller, or supplemental data source. Y

21.2.7 CPE shall allow the call-taker to initiate the viewing of video via a process initiated and controlled by the PSAP. Video should start recording immediately during transmission, but the calltaker should not be required to initiate viewing in order for the recording to begin.

21.2.8 CPE shall allow the call-taker to stop viewing the video even while the video is still recording Y

21.2.9 CPE shall allow call taker to send video to any PSAP authorized first responder or recipient outside of dispatch with a device that can play video
Y

21.2.10 CPE short term video storage shall be configurable by the PSAP.

Video shall be locked so that it can only be viewed by
authorized users. Additionally, meta data shall be made readily available to the PSAP in order to see a list of all viewers of any video.

21.2.11 CPE shall store all audio and video recordings in the cloud or at data center. Storage term shall be configurable by the PSAP for up to 180 days. System shall allow PSAP to auto-download data at PSAP defined intervals or as one time downloads. CPE shall also provide downloadable access and interface to the PSAP for local storage
Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.2.12 CPE solution shall not cap the amount of storage needed to support 21.2.11 Y

21.2.13 CPE shall support instant recall recorder (IRR) play back of the recording of any call from an assigned workstation. The IRR shall interface with the existing operating environment within the PSAPs.

21.2.14 CPE system shall provide the PSAP with configurable recording retention for IRR. System shall provide a minimum of 8 hours of talk time.

21.2.15 CPE shall deliver caller ID during a transfer from a 9-1-1 line to any non-9-1-1 line. Y

21.2.16 CPE system shall provide IP phone set(s), if requested by PSAP Y

21.2.17 CPE shall allow for a visual display of the caller's telephone number and it shall be viewable at the workstation. At
minimum, the display needs to meet the NENA i3 compliant standards for ANI display and all future NENA i3 standards at no additional cost.

21.2.18 CPE shall accept, display, and send text-to-911 translation, including languages with non-English characters. Y

21.2.19 CPE shall support the current operational needs of the PSAP as identified in the NENA i3 standard and the SOW. Y

21.2.20 Any CPE system failure within an active operational component shall result in no loss of service or capability. Y

21.2.21 CPE shall deliver location information to CAD and mapping applications via an IP connection and/or serial connection. Y

21.2.22 CPE shall have adjustable audio volume control at the individual workstation. Y

21.2.23 CPE shall ingress secure emergency voice, text, and video messaging directly from the PNSP and RNSP, including the delivery of accurate emergency calling party location
information for all 9-1-1 traffic.

21.2.24 CPE shall display the CA 9-1-1 Branch statewide alert and warning system. Y

21.2.25 CPE shall provide abandoned call detail Y

21.2.26 CPE shall incorporate time synchronization. Shall sync up with both the RNSP and PNSP as well as the PSAP with a stratum 0 clock in UTC format.

21.2.27 CPE shall define a list of phone numbers that can be entered into the solution and be routed to a specific position or login credential to support local 9-1-1 system testing.

21.2.28 CPE shall provide one-button callback. Y

21.2.29 CPE shall provide complete call progress detection including but not limited to idle, ringing, dial tone, ringback, and busy. Y

21.2.30 CPE shall provide configurable outbound caller-ID and outbound text-ID to the PSAP. Y

21.2.31 CPE shall provide automated abandoned call-back and textback Y State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.2.32 CPE shall have one button transfer capability to other PSAPs, configurable upon request. All transfers must occur across NG9- 1-1 trunks, with location information. CPE shall transfer 9-1-1 calls to all CA PSAPs, off-net PSAPs, as well as to other states in the US.

21.2.33 CPE shall provide local conferencing consisting of six (6) or more internal and/or external parties (including originator). The system’s conferencing functionality shall allow the conference call to continue when the originating calling party disconnects.

21.2.34 CPE shall provide distinct audible ringing options Y

21.2.35 CPE shall provide speed dial functionality for both hold conference and no-hold conference for 9-1-1 calls as well as non-emergency calls
Y

21.2.36 CPE shall allow call taker muting capability during conference or transfer Y

21.2.37 CPE shall support TDD/TTY functionality until no longer required by the FCC and upon the direction of the CA 9-1-1 Branch. Y

21.2.38 Contractor to provide an on-line reference manual, users manual, help guide, live chat, or similar feature to PSAP. All reference materials must be continually updated to reflect CPE system updates and new functionality.

21.2.39 Call taker screen layout shall be automatically locked when the user logs in as ready. Y

21.2.40 A designated user shall have the ability to restore to last saved screen layout as well as default screen layout while making modifications.

21.2.41 CPE shall display the information of at least the last 10 calls released at the answering workstation, configurable by the PSAP
Y

21.2.42 CPE shall provide the user with call holding as well as call parking (exclusive/non-exclusive hold) capability Y

21.2.43 Users with appropriate system permissions shall have the ability to silently listen to another user's telephone conversation from their workstation. Such action shall not cause any audio or visual disturbance at the monitored answering station.

21.2.44 CPE shall provide supervisors or authorized users the ability to barge into an existing call with one click functionality Y

21.2.45 Users with appropriate system permissions shall have the ability to temporarily remove themselves from a ring group (call queue) in order to conclude a previous call or perform another task such as radio dispatch, while remaining logged on.

21.2.46 CPE shall enable two-way communication with the 9-1-1 caller's device for push/pull notifications and text from 9-1-1. Y

21.2.47 CPE shall present historical details linked to the calling number.

This feature shall accommodate information that call-takers have saved from previous calls, but should also include system generated (machine learned) information.

Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.2.48 CPE shall ingest and display any third party or State provided data via API within 6 months of notification from the CA 9-1-1 Branch.

21.2.49 Browser based CPE shall work on a CA 9-1-1 Branch approved web browser based on system performance and security
requirements.

21.2.50 Non-Browser based CPE shall accessed through an application that can operate on any standard PC. Y

21.2.51 CPE shall ingress, display, and send Real Time Text (RTT) Y

21.2.52 CPE shall provide role based/skillset based profiling for call takers, and the ability to change roles without requiring logout and sign in.

21.2.53 CPE shall provide call taker the ability to flag, create, and send out mis-routed 9-1-1 call reports electronically Y

21.2.54 CPE shall support maximum 10 second system operation startup from the time user ID and password are entered. Y

21.2.55 CPE shall provide MIS functionality and shall provide call taker details. CPE shall provide remote access to PSAP defined MIS metrics.

21.2.56 CPE shall interface with a universal log in service at PSAP if available. Universal log in shall apply across CAD or other platforms as specified by the PSAP, and support where
available.

21.2.57 CPE shall provide status indication ("ready/not ready/wrap up") at the workstation level, number of status states to be configurable by PSAP.

21.2.58 CPE shall allow PSAP personnel to play back a pre-recorded PSAP message during the 9-1-1 call Y

21.2.59 CPE shall provide a visual indication to the call taker when 9-1-1 traffic is delivered via a policy based route. Y

21.2.60 CPE bidder shall provide reader boards to PSAPs upon request. Y

21.2.61 CPE solution shall provide an integrated mapping application Y State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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Requirement
Mandatory CPE System Monitoring Requirements
The requirements are organized into General Requirements and then more specific requirements for each deployment method.

CPE Service
Provider
Agrees to
meet the
Requirement
YES/NO

21.3.1 CPE shall provide near real-time performance data, to be monitored by CA 9-1-1 Branch as well as PSAPs upon request. Y

21.3.2 Performance data shall include documented Mean Time Between Failure (MTBF) or Mean Time To Repair (MTTR) that may impact the availability of the system to deliver traffic Y

21.3.3 Technical Service Bulletin (TSB) shall be provided to CA 9-1-1 Branch and PSAP for any update, patch, or bug fix. Y

21.3.4 Contractor shall establish a network operation center (NOC) that includes but is not limited to alarming, reporting, monitoring, managing, and supporting CPE on a 24/7/365 basis, down to the workstation level.

21.3.5 Contractor shall provide trouble ticket log that is visible to CA 9- 1-1 Branch, originating PSAP, RNSP, and PNSP 24/7/365 Y

21.3.6 CPE shall support trouble ticket ebonding with RNSP and PNSP, and shall maintain trouble ticket ebonding Y

21.3.7 The CPE solution shall provide a dashboard to display and report the health of the CPE solution. The dashboard will monitor the health of the CPE solution and any PSAP equipment to ensure that SLAs are being met. Monitoring shall be real time or near real time.

21.3.8 CPE shall be subject to CA 9-1-1 Branch approved or contracted third party verification to ensure cloud/data center space and resources have been properly dedicated to
California and meet physical and cyber security requirements.

21.3.9 Contractor shall notify the CA 9-1-1 Branch when any stop-clock condition exists, within 60 minutes of stop-clock discovery. Y State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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Requirement
Mandatory CPE Technology Requirements
The requirements are organized into General Requirements and then more specific requirements for each deployment method.

CPE Service
Provider Agrees
to meet the
Requirement
YES/NO

21.4.1 CPE shall be deployed as a geographically diverse interconnected platform, housed within a minimum of two Tier 3 or better data centers or as a native cloud solution within CONUS, and as a dedicated single tenant to California with demonstrated capability that provides 99.999%
availability
Y

21.4.2 Any data center or cloud instance that is used to house the CPE shall be designed in a redundant, survivable manner and have multiple geographically diverse connections to the PNSP/RNSP.

21.4.3 CPE shall be IP-based and shall fully comply with current and future NENA i3 standards for NG911. Y

21.4.4 CPE shall utilize end-to-end IP connectivity (NG9-1-1 trunk), procured by CA 9-1-1 Branch from the PNSP/RNSP with a
minimum of two diverse connections to each POI and data center.

21.4.5 CPE shall interface with PNSP/RNSP at a minimum of two (2) logically and physically diverse locations and support

99.999% availability
Y

21.4.6 CPE shall be verified through testing at the CA 9-1-1 Branch NG9-1-1 Lab prior to issuing SOW to the PSAP for CPE
purchase. Testing will be conducted by the Contractor in conjunction with the CA 9-1-1 Branch. Lab test results shall be provided to the CA 9-1-1 Branch upon request. The CA 9-1-1 Branch shall be the owner of all reports.

21.4.7 All updates, fixes, upgrades, patches, etc. shall be executed in the cloud/data centers and pushed out to each PSAP in a manner consistent with traditional cloud-based evergreen software support.

21.4.8 All updates, fixes, upgrades, patches, etc. shall be deployed in the cloud/data center, ensuring that 100% of the PSAPs are operating on the same cloud/data center software and
firmware version. Maximum 15 day soak period for first
customer application.

Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.4.9 All updates, at the discretion of and coordinated by the CA 9- 1-1 Branch, shall be tested and accepted in the CA 9-1-1 Branch NG9-1-1 Lab prior to deployment at the PSAP.

21.4.10 All updates that have been tested and accepted by the CA 9-1-1 Branch NG9-1-1 Lab shall be deployed at all PSAPs supported by the Contractor within 14 calendar days of
successful testing. This includes CPE that my have been tested and accepted by the CPE manufacturer working with the CA 9-1-1 Branch, independent of the contractor.

21.4.11 CPE software shall, within 30 minutes of notification by the CA 9-1-1 Branch, roll back to prior version if updates or patches cause unintended failures or performance problems at the PSAP.

21.4.12 Workstations shall support the minimum memory and processing capability to support CPE software and shall be equipped with all necessary audio and video interface
equipment, including but not limited to: keyboard, mouse, speakers, audio integration device, keypad dialer, arbitrator, and minimum 22 inch flat panel monitors.

21.4.13 Workstation, along with any other Contractor supplied peripheral hardware at each workstation shall be replaced every five (5) years, at minimum. PSAP is eligible for full system training at this time.

21.4.14 Bidder shall supply PSAP with monitor at a minimum of 22" and a maximum of 50" Y

21.4.15 If no PNSP/RNSP network degradation is present, all audio input/output from the CPE shall meet MOS score
requirements. At five (5) minute intervals, via third party verification, 99% of the MOS measurements shall exceed 2.6 and 90% shall exceed 3.8. Degradation caused by
PNSP/RNSP network shall not impact CPE MOS score
Y

21.4.16 CPE hardware components installed at the PSAP shall be nonproprietary, with the sole exception of audio control devices, and shall support standard hardware interfaces.

21.4.17 CPE shall include a workstation UPS and shall provide a minimum of 15 minutes of power to each workstation. CPE provider shall provide 2 hour backroom UPS.

21.4.18 All workstation peripherals shall be supplied by the Contractor and supported at the workstation: auxiliary
keypad dialers, arbitrators, keyboard, mouse, and headset box.

Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.4.19 CPE shall connect to analog or digital audio interface devices at the PSAP, as directed by the PSAP. Y

21.4.20 CPE shall not directly connect to the public internet at the PSAP. CPE shall ensure that any public data source is
connected via a secure, controlled interface at data
center/cloud. At a minimum the connection should address application layer inspection, secure flows, intrusion
prevention, and intrusion detection
Y

21.4.21 Contractor shall provide cabling at install, which may include cable paths through floors, walls, and ceilings. Y

21.4.22 Cloud native solution shall utilize a cloud service provider that holds a verified FEDRAMP certification. Data center solution shall utilize a geographically diverse interconnected platform, housed within a minimum of two Tier 3 or better data centers.

21.4.23 CPE shall ingress, handle, and display all incoming 9-1-1 traffic and supplemental information (i.e. location and/or caller information) in a manner that is compliant with all NENA i3 standards
Y

21.4.24 System availability shall be 99.999% regardless of the level of response required. CPE shall meet worst-case scenarios or dynamically expand without limitation of any physical onsite hardware, human intervention, or system resources (CPU, channels, etc.) during disasters or high demand events.

21.4.25 Contractor shall provide on-site technical support personnel to resolve technical issues at the PSAP (workstations). Y

21.4.26 CPE shall ingest and display Z coordinates from RNSP and PNSP when they become available Y

21.4.27 CPE shall have secure connectivity, trust and identity, and threat defense from cloud or data center to the call-taking workstations
Y

21.4.28 CPE shall ingest, display, and utilize any standards-based information that can enrich the 911 call: viewing CCTV, streetlevel cameras, or IoT sensor data, upon initiation by the call taker.

21.4.29 CPE shall include any universal sensor integration with open API, including seismic, weather, smoke detection, and traffic information.

21.4.30 CPE shall include secured firewalling of data transmission of IoT data streams. IoT Data streams shall be encrypted in transit.

Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
RFP 6104-2019
CA NG9-1-1 CPE Services

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21.4.31 CPE shall be designed to industry standard and FCC best practices, including the NENA i3 standards Y

21.4.32 CPE shall utilize an open standards methodology where applicable. Y

21.4.33 Contractor shall ensure that proprietary standards and or protocols are minimized within the proposed CPE system.

Where systems utilize customized solutions, the Contractor shall identify the standard or protocol substituted and provide a narrative with regard to meeting the NENA i3 requirement.

21.4.34 Data center/cloud shall comply with NENA i3 cyber security standards and industry best practices for cyber security Y

21.4.35 CPE system shall support BGP interfaces to PNSP and RNSP and comply with the IP addressing scheme provided by CA 9- 1-1 Branch
Y

21.4.36 CPE shall support a logical connection over existing NG 911 trunk(s) that supports call delivery from cloud/data center to PSAP
Y

21.4.37 CPE shall support all elements of NENA i3. Any components that are implemented within the CPE shall not compromise the ability to support NENA i3 and the ability for the PNSP or RNSP to deliver the call to the PSAP, or to support transfers from one PSAP to another, regardless of CPE vendor.

21.4.38 CPE shall implement new industry standards, including NENA i3 based on the timeline and deployment process as
directed by the CA 9-1-1 Branch. For most, but not necessarily all updates, the CA 9-1-1 Branch will direct a minimum
timeline of 6 months.

21.4.39 CPE shall process and deliver all potential NENA i3 9-1-1 traffic from multiple NG 9-1-1 service providers. Y

21.4.40 CPE testing in the Cal OES NG9-1-1 lab shall be completed within 10 working days from start of testing, as directed by the CA 9-1-1 Branch.

21.4.41 Cloud solution must include isolated, independent clusters of data centers located in close enough proximity to ensure extremely low latency (ability to perform synchronous data replication) and the ability for each cluster to continue operation in the case of a data center failure. Data center solution must be built in a fully redundant manner, where the loss of one data center does not affect the call takers functionality
Y
State of California
CA Governor's Office of Emergency Services
EXHIBIT 21
Technical Requirements - CPE
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21.4.42 Data centers and/or data centers used in a cloud solution within a geographic area must have independent power
infrastructure.

21.4.43 CPE shall have the ability to recognize multiple calls originating from the same geographic area and will provide the PSAP with a solution to process the calls based on
operational needs.

21.4.44 All servers, routers, firewalls, and other network elements at the PSAP shall have the current version or patch, deployed within 5 days of discovery of the need for updating.

21.4.45 All workstations shall have current operating system and software version, deployed within 30 days of discovery of the need for updating. CPE vendor shall allow PSAP to control the update schedule such that no more than 25% of the
workstations are updated at the same time. CPE vendor shall also allow PSAP to set the update window based on
operational needs
Y

21.4.46 All 9-1-1 traffic must be transferred using PNSP or RNSP core services, per NENA i3 standards. Y

21.4.47 Data center/cloud solution shall not negatively impact the ability of the CA 9-1-1 Branch to acquire CJIS/CLETS
certification of the network.

21.4.48 CPE shall geospatially transfer to any primary or secondary PSAP based on PSAP boundary file. CPE shall offer a preferred transfer PSAP using geospatial data.

21.4.49 CPE shall support data compression and other tools needed to meet bandwidth requirements. Y

21.4.50 CPE shall support a busy hour of 475 calls or less with a 5 Mbps connection. Y

21.4.51 CPE shall support a busy hour of 476 calls or more with a 50 Mbps connection. Y

21.4.52 CPE shall refresh location information received from PNSP or RNSP every 2 seconds starting from the time PNSP or RNSP delivers the call to the CPE. The refresh rate shall be configurable, in 2 second intervals, by the PSAP.

Y
Contract 6104-2019
March 29, 2020 Cost Workbook Cover Page 1
Disclaimer: The original version and any subsequent addendums of the RFP released by the Procurement Official, remain the official version. In the event of any inconsistency between the Bidder’s versions, articles, attachments, specifications or provisions which constitute the Contract, the official State version of the RFP in its entirety shall take precedence.

Contract 6104-2019
EXHIBIT 22, COST WORKBOOK
CA Next Generation 911 - Call Processing Equipment
March 26, 2020
Issued by:

STATE OF CALIFORNIA
California Governor's Office of Emergency Services
State of California
Cal OES
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services
Cost Workbook Instructions Page 2
CA NG 9-1-1 CPE Cost Workbook Instructions
Bidders shall submit their Cost Worksheets per the instructions in RFP Part 1 Section 5, Cost Worksheet instructions and submission requirements. The Cost Worksheets must be submitted in a separately sealed, marked envelope or package containing only the completed Cost Worksheets.

Costs will be evaluated as 50% of the bid. Bidders are encouraged to ensure pricing aligns with Cal OES budget constraints and that they understand the evaluation criteria in Section 7 of Part 1 of the RFP. The number of PSAPs and positions listed in the quantity column of Tab #2 and #3 are estimates that will be used for evaluation only. The unit price and all boxes that are not grayed out will be the responsibility of the bidder to complete.

Quantities provided in the worksheets are for evaluation purposes only and should not be used as an indication of future orders. Quantities used for the Evaluation indicate the possible numbers for a typical bidder. There is no obligation on Cal OES’ part to utilize the entire amount in the Cost Worksheets or the entire quantities provided in the worksheets.

Bidders shall enter the Bidder's cost for each service element or feature in the unshaded cells in each Cost Worksheet. The submitted costs contained within these tables will be used for evaluation purposes per RFP Part 1, Section 7.3, Final Proposal Evaluation, and will establish the maximum contracted costs and rates of the final awarded Contract for each element. Quantities used for the Evaluation indicate the average break down of call volume for an average of 100 PSAPs in California for Tab #2 and 1000 positions for Tab #3 for purposes of evaluation only.

The definitions of the services of each Line Item that require costing are provided in the individual referenced RFP Technical Requirements. Bidders are cautioned that they are not to add language to the Cost Worksheets, nor are they allowed to add cost elements.

The Bidder shall provide one (1) single, uniform price throughout the entire state of California.

The Bidder shall provide costs for all worksheets. The cells that are grayed out shall not be modified.

COST WORKSHEET ELEMENTS
The Cost Worksheets elements shall include the following definitions:

Non Recurring Charge (NRC):

Non Recurring Charges are for set up and installation costs occurring one time only. Where NRC charges do not apply or where related equipment/installation costs are to be amortized by monthly recurring charges the cell should be represented by a zero (0) or is simply left blank.

Monthly Recurring Charge (MRC) per Item per Unit:

Monthly Recurring Charge per line item (unit of measure) are "fee for service" charges. Monthly recurring charges for services or features shall be provided, where applicable. When a Monthly Recurring Charge does not apply the cell should be represented by a zero (0) or is simply left blank.

CPE Service Costs in Tab #2:

State of California
Cal OES
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services
Cost Workbook Instructions Page 3
The CPE Service Costs are the costs associated with providing Call Processing equipment in either a Data Center or Native Cloud environment needed to support the technical requirements in Exhibit 21 and the requirements in the SOW.

CPE Integration Costs in Tab #3:

The CPE Integration Costs are the costs associated with providing the integration and service needed to display the 9-1-1 traffic at the PSAP needed to support the technical requirements in Exhibit 21 and the requirements in the SOW. These costs do not include any of the services included in Tab #2.

CPE Labor Costs in Tab #4:

The CPE Labor Costs are the costs associated with providing services that may be needed after the initial installation of the equipment. Labor Costs will not be used to support any of the initial deployment effort and will only be utilized after receiving direction from the CA 9-1-1 Branch.

State of California
California Governor's Office of Emergency Services
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services

Page 4 ends

Length of Contract in Years: 10
Total Evaluated Cost (120 month of MRC) - CPE Service $ 48,548,640.00 Total Evaluated Non-Recurring Costs (NRC) - CPE Integration $ 7,450,828.00 NRC Total $ 7,450,828.00
120 month MRC Total $ 48,548,640.00
GRAND TOTAL (NRC + 120 months MRC) USED FOR EVALUATION $ 55,999,468.00 CA NG911 - CPE Cost Summary
"Total Extended Costs" and their sum total shall not be manually entered by the Bidder. These costs are entered automatically from the "Total Extended Costs for NRC and Annual MRC" calculated on each Cost Worksheet.

CA NG 911 Region Cost Summary Table Total NRC Costs
Total MRC 10 yr Extended
Costs
State of California
California Governor's Office of Emergency Services
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services

Page 5 ends

CA NG 9-1-1 CPE Service Costs - All implementation/on going maintenance is all inclusive of costs

A B C D E F H
Line Item
# Feature Name Feature Description
Quantity Unit of Measure Monthly
Recurring
Charge
Total Extended
Annual Cost
(D*Fx12mo)

22.2.1 NG 9-1-1 CPE Services (0-100 Busy Hour Calls) 0-100 Busy Hour Calls 24 Call Volume $ 1,266.00 $ 364,608.00

22.2.2 NG 9-1-1 CPE Services (101-300 Busy Hour Calls) 101-300 Busy Hour Calls 56 Call Volume $ 2,973.00 $ 1,997,856.00

22.2.3 NG 9-1-1 CPE Services (301-750 Busy Hour Calls) 301-750 Busy Hour Calls 12 Call Volume $ 6,517.00 $ 938,448.00

22.2.4 NG 9-1-1 CPE Services (751-1450 Busy Hour Calls) 751-1450 Busy Hour Calls 5 Call Volume $ 10,411.00 $ 624,660.00

22.2.5 NG 9-1-1 CPE Services (1451-3600 Busy Hour Calls) 1451-3600 Busy Hour Calls 2 Call Volume $ 25,710.00 $ 617,040.00

22.2.6 NG 9-1-1 CPE Services (3600+ Busy Hour Calls) 3601+ Busy Hour Calls 1 Call Volume $ 26,021.00 $ 312,252.00 MRC Annual 12 month Total $ 4,854,864.00
State of California
California Governor's Office of Emergency Services
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services

Page 6 ends

CA NG 911 CPE Integration Costs - All implementation/on going maintenance is all inclusive of costs

A B C D E G I
Line
Item # Feature Name Feature Description
Quantity Unit of
Measure
NonRecurring
(One Time
Charge)
Total Extended
NRC Costs

22.3.1 NRC Integration Equipment Install
at PSAP
Integration equipment and installation at
PSAP with Call Volume less than 751 per
hour
92 Per PSAP $ 26,139.00 $ 2,404,788.00

22.3.2 NRC Integration Equipment Install
at PSAP
Integration equipment and installation at
PSAP greater than 750 calls per hour
8 Per PSAP $ 43,861.00 $ 350,888.00

22.3.3 NRC PSAP Display Equipment
Install
Installation of monitors, computer,
keyboard and other ancillary equipment
1,000 Per Position $ 1,185.00 $ 1,185,000.00

22.3.4 NRC PSAP Display Equipment Display equipment including but not limited to: monitors, computer, keyboard
and other ancillary equipment
1,000 Per Position $ 3,039.00 $ 3,039,000.00

22.3.5 NRC Basic API Development One time 1-3 month API development outside of NENA i3 and SOW requirements
1 Per API $ 10,128.00 $ 10,128.00

22.3.6 NRC Intermediate API
Development
One Time 3-6 month API development
outside of NENA i3 and SOW requirements
1 Per API $ 20,255.00 $ 20,255.00

22.3.7 NRC Complex API Development One Time 6-9 month API development outside of NENA i3 and SOW requirements
1 Per API $ 40,509.00 $ 40,509.00

22.3.8 IP Phone Set One time cost, upon PSAP request 250 Per Phone $ 1,520.00 $ 380,000.00

22.3.9 Reader Boards One time cost, upon PSAP request 10 Per PSAP $ 2,026.00 $ 20,260.00 NRC Total $ 7,450,828.00
State of California
California Governor's Office of Emergency Services
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 Services

Page 7 ends

CA NG 911 CPE Specific Costs - All implementation/on going maintenance is all inclusive of costs

A B C D E G I
Line
Item
# Feature Name Feature Description
Quantity Unit of Measure NonRecurring
(One Time
Charge)
Total Extended
NRC Costs

22.4.1 NG9-1-1 CPE Support Per SOW Requirements Per Hour 225.0000 $ - NRC Total $ -
Labor is only for activities beyond what is included in the SOW. Labor rates will only be used when directed by CA 9-1-1 Branch.

State of California
Cal OES
EXHIBIT 22 RFP 6104-2019
CA NG9-1-1 CPE Services

Page 8 ends

Busy Hour
Volume
Number
of PSAPs Percent For 100 PSAPs
0-100 129 29.45% 24
101-300 234 53.42% 56
301-750 51 11.64% 12
751-1450 16 3.65% 5
1451-3600 7 1.60% 2
3601+ 1 0.23% 1
Bidders may use the total number of PSAPs (438) following the percentages above for Tab #2 and the total number of positions (4000) for Tab #3 to determine if the Cost Workbook submitted is within the Cal OES projected budget.

CA NG 9-1-1 CPE Estimated Budget
Bidders shall consider the Cal OES estimated budget for CPE when completing their Cost Worksheets.

RFP Part 1 Section 7, provides the details on how the Cost Workbook will be evaluated. An important part of the evaluation is the ability to align the CPE pricing model with the authorized CA 9-1-1 Branch budget. Each fiscal year (July 1 - June 30), the CA 9-1-1 Branch receives an updated authorization from the CA Legislature based on the approved Governor's Budget. Below are the estimated budget numbers for FY 2020-2021. Bidders are encouraged to ensure pricing aligns with Cal OES budget constraints.

For the FY 2020-2021, the CA 9-1-1 Branch estimates that the total budget for all CPE related expenditures will be:
$20,000,000.00
CPE funding budget is based on the following PSAP distribution State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN Rev.1
May 27, 2020 Page 1 of 9
EXHIBIT 23: MAINTENANCE PLAN

QUICK CONTACT MATRIX

QUICK CONTACTS
SSC
Phone
1-800-MSI-HELP Option 4,1,2
1-800-674-4357 Option 4,1,2
Email Email: [email protected]
Provide the following information:

Site Name
Your Name
Your Call Back Number
A Brief Description of the Problem
Severity (Critical, High, Medium, Low)
Warranty and/or Service Agreement
Information Advanced Plus
Customer Number:

Billing Tag:

Service Agreement number:

Service Agreement Modifier:

Service Agreement Start/End Date:

CSM Contact
Name
Cellular
Email
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN Rev.1
May 27, 2020 Page 2 of 9

ESCALATION
Our goal is to ensure you receive the best possible support. If you feel that your support or maintenance needs are not being met, we provide an escalation process for your request to the next department or manager.

Your initial call should always be to the first department or person on the list above. If, after making this initial contact you still have unresolved issues, please see below for escalation contact information.

ESCALATION CONTACT
NSOC
DAVE CATRON ⇒
Manager
Manager
Network & Security Operations Office:
951.719.2188
Mobile: 951.445.2601
[email protected]
CHUCK FOSTER ⇒
Sr Manager
Technical Service Delivery
Office: 951.719.2835
Mobile: 951.972.6797
[email protected]

JEREMY SMITH
Head of Software Enterprise
Centralized Managed & Support
Operations
Mobile: 951-216.8827
[email protected]
m

ON-SITE SUPPORT
Customer Support Manager ⇒
Regional Support Manager ⇒

TECHNICAL SUPPORT
DAVE SULLIVAN ⇒
Supervisor
Technical Support
Office: 951.719.2839
Mobile: 951.378.2476
[email protected]
CHUCK FOSTER ⇒
Sr Manager
Technical Service Delivery
Office: 951.719.2835
Mobile: 951.972.6797
[email protected]

JEREMY SMITH
Head of Software Enterprise
Centralized Managed & Support
Operations
Mobile: 951-216.8827
[email protected]
m
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN
May 12, 2020 Page 3 of 9

1. Maintenance Plan Summary

1.1 Service Management Overview – NG9-1-1 Services
Service Management and effective communication is the key to effective service delivery and relationship building. Our NG9-1-1 Call Handling Service (“NG9-1-1 Service”) offers end-to-end Service Management and includes:
 System Support Center (SSC)
o Service Desk
 Network Security Operations Center (NSOC)
o Monitoring of the NG9-1-1 Service Solution and Services o Antivirus
o Patch Management
 Technical Support Center
 Support Technicians
o Hardware Support
o Software Support

2. Solutions Support Center
The Solutions Support Center (SSC) is the central point of contact to report NG9-1-1 Service incidents and submit change requests. Co-located with the Technical Support Center within the NSOC, the SSC maintains a holistic view of your service delivery environment.

The SSC can be reached 24/7 to assist with your service needs via:
 Telephone: 1-800-MSI-HELP Option 4,1,2
 1-800-674-4357 Option 4,1,2
 Email: [email protected]
NOTE: Critical and high priority incidents are not to be reported via email Product and system technical resources are ready to receive and take action on requests for service.

State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN
May 12, 2020 Page 4 of 9
The SSC will:
 Open a case and categorize the reported issue or request  Resolve incidents based on priority
 Perform analysis to assist in identifying a corrective action plan  Escalate the incident/request to technical or service experts when required  Engage the next level management to ensure timely problem resolution, when necessary
 Provide regular status updates for escalated incidents We apply leading industry standards in recording, monitoring, escalating and reporting for incidents and changes reported by contracted customers, reflecting the importance of maintaining mission critical systems.

2.1 Reporting Incidents
The SSC is staffed with trained technicians who remotely access your NG9-1-1 Service solutions to begin troubleshooting. For accurate reporting and case tracking it is a requirement that all NG9-1-1 Service issues are reported to the SSC.

At a minimum, when reporting an incident using the toll-free number above, the SSC will require:
 Cal OES (Site)
 Caller’s name
 Caller’s contact number (supply alternate call back number)  Description of the problem or request
 Operational impact of the problem (Severity)
Upon notification of the incident, the SSC will supply a case number for reference. Ensure you save the case number for future reference.

NOTE: For critical and high severities, the SSC will continue working with your personnel to begin troubleshooting. The SSC will notify the on-site technicians for engagement on the reported incident.

State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN
May 12, 2020 Page 5 of 9

2.2 Severity Level and Response Definitions
For each reported or alert generated critical or high incident, the SSC will apply a Severity Level classification, which has an assigned response time objective. This classification provides the means to manage the appropriate response and engagement processes.

Table 1: Severity Level and Response Definitions
Definition Measurement Method Objective Rights and Remedies Critical Failure is
defined as any CPE
failure that prevents 10
digit or 9-1-1 traffic,
including but not
limited to, voice, text,
and video from being
delivered to and/or
answered at the
PSAP. Also includes
failure of 25% or more
workstations at the
PSAP.

Time to repair will be
measured from time failure is
reported and will conclude
when repair has been made
and the trouble ticket has
been closed.

Each Critical
Failure will be
resolved within
four (4) hours of
notification
to the
Contractor’s
customer
support
center or by
alarm,
whichever
comes first.

Each occurrence of a
failure to meet this SLA
objective shall result in
a 25% credit of the
CPE Service Cost MRC
of all affected PSAPs.

A critical failure
lasting longer than 8
hours shall result in a
credit of 100% of the
CPE Service Cost
MRC of all affected
PSAPs.

Definition Measurement Method Objective Rights and Remedies Major Failure is a loss
of any 10 digit or 9-1-1
traffic processing
capability affecting
either the software,
system workstations, or
the call taking system
as a whole. Call may
still be answered but
major system
functionality has been
disabled or disrupted,
e.g. Location
information, transfer,
hold, supplemental
data, etc. are
disrupted.

Time to repair will be
measured from time
failure is reported and will
conclude when repair has
been made and the
trouble ticket has been
closed.

Each Major
Failure will be
resolved within
eight (8) hours of
notification to
the Contractor’s
customer
support center or
by alarm,
whichever
comes first.

Each occurrence of a
failure to meet this SLA
objective shall result in
a 15% credit of the
CPE Service Cost MRC
for all affected PSAPs.

A major failure lasting
longer than 12 hours
shall result in a credit of
100% of the CPE Service
Cost MRC of all
affected PSAPs.

State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN
May 12, 2020 Page 6 of 9
Definition Measurement Method Objective Rights and Remedies Minor Failure is
defined as any
feature or function
that affects noncritical CPE
functionality as
specified in the SOW
or technical
requirements. This
applies specifically to
any software features
that enhance call
processing but do not
hinder call processing.

Time to repair will be
measured from time
failure is reported and will
conclude when repair has
been made and the
trouble ticket has been
closed.

Each Minor
Failure will be
resolved within
48 hours of
notification to
the Contractor’s
customer
support center or
by alarm,
whichever
comes first.

Each occurrence of a
failure to meet this SLA
objective shall result in
a 10% credit of the
CPE Service Cost MRC
for the affected PSAP.

A minor failure lasting
longer than 240 hours
shall result in a credit
of 50% of the CPE
Service Cost MRC of
all affected PSAPs.

3. Case Notifications Contacts
The following designated personnel will be contacted for Service Affecting Issues as outlined in Section 2.2.2

CONTACTS AND NOTIFICATIONS
Site Name Contact: Phone Number:

Main Phone Number for Site:

Contractor NAME EMAIL PHONE NUMBER
Critical - System Down
notification and ERT
High
Medium/Low
CUSTOMER Notification NAME EMAIL PHONE NUMBER
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN
May 12, 2020 Page 7 of 9

CONTACTS AND NOTIFICATIONS
Critical System Down
Major
Minor

4. Technical Support Center
The Technical Support Center is available 24/7 and can be reached via the SSC at 800.MSI.HELP.

The Technical Support service provides telephone consultation for technical issues that require a high level of NG9-1-1 SERVICE knowledge and troubleshooting capabilities. Remote Technical Support is delivered by a staff of technical support specialists skilled in diagnosis and swift resolution of NG9-1-1 Service performance and operational issues.

Staffed with subject matter experts, the Tech Support Center:
 Investigates, troubleshoots, and in most cases, resolves incidents remotely  Maintains a state-of-the-art lab to recreate reported issues  Performs in-depth analysis
 Interfaces with R&D for escalated issues
State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN
May 12, 2020 Page 8 of 9

5. Network & Security Operations Center
The NSOC monitors and provides on-going management of your system and works closely with the SSC.

The NSOC provides:
 Management of the full NG9-1-1 Service on a 24/7 basis  Continuous remote monitoring of the performance and availability of the solution  Virus protection and patch management
 Monitoring of throughput, latency, jitter and packet loss  Creation of alerts based on thresholds and parameters and distributes notifications appropriately
 Monitoring of the environment at all data centers or points of presence where critical components are housed to ensure functionality
 Automatic notification emails to designated contacts for certain classifications of incidents
 Firewall and SBC Monitoring t - IP Packet Security on the Ingress and Egress portions of the solution
 Disaster Recovery through the buildout of Failure Domains and system Backups

5.1 Virus Protection
Our solution can mitigate risks to the system security by automatically distributing virus protection updates without involving personnel or compromising operations. We can accomplish this by using the installed high-speed secure (VPN) connection. Virus protection products are set to automatically detect and remove most viruses, Trojan horses, worms, and dangerous spyware providing additional assurance of system readiness and reliability.

5.2 Patch Management
 Patch Management provides remote, schedulable delivery of critical and tested Microsoft Security patches to monitored computers, eliminating sneaker-net delivery of critical security patches. Installation of critical security patches is a crucial part of securing a PSAP against today’s threats.
 Through the NG9-1-1 trunk(s) provided by the PNSP and/or RNSP (demarcation is the Router/Handoff at the CPE Point of Interface, and the CPE Interface at the PSAP), our State of California RFP 6104-2019
CA Governor’s Office of Emergency Services Bidder: AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN
May 12, 2020 Page 9 of 9
solution can automatically deploy new patches to remote sites. The actual deployment of the patch, including optimum installation time, acceptable reboot sequences, further 3rd Party testing, limited rollout, etc., is completely custom in nature (within the confines of the software and AT&T Patch Management Policy).  Each month, or during agreed upon customer requested timeframes, our solution will include implementation of the latest Microsoft Security and Critical patches, ensuring the NG9-1-1 Service systems are up to date with the latest security and technical updates.
 All Microsoft certified patches are put through the test process to ensure optimal performance. To ensure timely installation, all patches are implemented following documented change management processes.

6. On-Site Services

6.1 On-Site Services
 The AT&T team will provide support technicians assigned to respond to your various PSAP locations.
 The Support Technicians are trained in the products and systems including, but not limited to, NG9-1-1 Service and VESTA® Analytics
 For incidents that cannot be resolved remotely, our solution will provide local support technicians report onsite who will apply corrective measures to address any incidents o The support Technicians will perform corrective actions and ensure break-fix requests are repaired in a timely and efficient manner
 The local support resources will track and provide updates, by calling the SSC once they have arrived onsite and when they have completed assigned tasks on any requests made by onsite personnel
o AT&T shall respond with properly trained personnel
o Our personnel shall report in to the local PSAP/site supervisor at the time of arrival o AT&T shall start work on Critical Incidents and continue work, as feasible, until the issue is sufficiently resolved, with the NG9-1-1 Service Solution processing calls 1 STD 213 ATT Solution 2
Final Audit Report 2020-07-16
Created: 2020-07-14
By: Emily Klahn ([email protected])
Status: Signed
Transaction ID: CBJCHBCAABAAZnoqvxzYz483_Z3QkyfCOU1ZZ-7nCNZ6 "1 STD 213 ATT Solution 2" History
Document created by Emily Klahn ([email protected]) 2020-07-14 - 7:07:28 PM GMT- IP address: 76.20.125.233
Document emailed to Barbara J Winn ([email protected]) for signature 2020-07-14 - 7:08:43 PM GMT
Email viewed by Barbara J Winn ([email protected])
2020-07-15 - 6:51:21 PM GMT- IP address: 144.160.131.231 Document e-signed by Barbara J Winn ([email protected])
Signature Date: 2020-07-15 - 6:51:49 PM GMT - Time Source: server- IP address: 144.160.131.231 Document emailed to Andrew Mattson ([email protected]) for approval 2020-07-15 - 6:51:51 PM GMT
Email viewed by Andrew Mattson ([email protected]) 2020-07-15 - 7:27:58 PM GMT- IP address: 23.103.201.254 Document approved by Andrew Mattson ([email protected]) Approval Date: 2020-07-15 - 7:28:25 PM GMT - Time Source: server- IP address: 165.235.119.144 Document emailed to Tabitha Stout ([email protected]) for signature 2020-07-15 - 7:28:27 PM GMT
Email viewed by Tabitha Stout ([email protected]) 2020-07-16 - 9:58:40 PM GMT- IP address: 23.103.201.254 Document e-signed by Tabitha Stout ([email protected]) Signature Date: 2020-07-16 - 9:58:48 PM GMT - Time Source: server- IP address: 63.193.207.1 Document emailed to Samit Wangnoo ([email protected]) for signature 2020-07-16 - 9:58:51 PM GMT
Email viewed by Samit Wangnoo ([email protected]) 2020-07-16 - 9:59:35 PM GMT- IP address: 23.103.200.254 Document e-signed by Samit Wangnoo ([email protected]) Signature Date: 2020-07-16 - 9:59:46 PM GMT - Time Source: server- IP address: 98.208.38.82 Signed document emailed to Samit Wangnoo ([email protected]), Emily Klahn ([email protected]), Andrew Mattson ([email protected]), Tabitha Stout ([email protected]), and 1 more
2020-07-16 - 9:59:46 PM GMT
Prepared For: Vallejo CA - PD Account Exec: Jeff Reeve
Lance David Phone: (714) 227-1268
E-Mail: [email protected]
Lead Sr. Engineer: Robert Russo
Date: June 6, 2023 State of California Contract: 6136-2020 Phone: (951) 500-2130 Rev: 1 E-Mail: [email protected]
Item Qty. Description Unit Price U/M Total
12 SWITCH 9200 24-PORT W/24X7 3YR
3 Year Minimum $7,314.00 EA $14,628.00
2 1 Router for ASE circuit $9,090.00 EA $9,090.00
3 2 Position wiring $190.00 EA $380.00
CA Sales Tax (Vallejo) 9.26% $2,231.47
Subtotal $26,329.47
Qty. Part No. Description Unit Price U/M Total
1 Labor $7,604.00 Bulk $7,604.00
Professional Services Subtotal $7,604.00

PRODUCT TOTAL
PSAP Equipment $26,329.47
Professional Services $7,604.00
TOTAL QUOTE $33,933.47
GRAND TOTAL $33,933.47
Professional Services
Quote Summary
Vallejo PD Quote from AT&T - 2 Position Move
Notes: This quote is valid for 90 days. Quote reflects the 2 position move.

AT&T Proprietary and Confidential
ATT Proprietary and Confidential
Prepared For: Vallejo CA - PD Account Exec: Jeff Reeve
Lance David Phone: (714) 227-1268
E-Mail: [email protected]
Lead Sr. Engineer: Robert Russo
Date: May 26, 2023 State of California Contract: 6136-2020 Phone: (951) 500-2130 Rev: 1 E-Mail: [email protected]
Item Qty. Description Unit Price U/M Total
Base System: NexLog DX 740 with 64 analog
channels, Screens, ANI/ALI Integration,
GeoSearch, 6TB NAS, Eventide API License, 5
years remote support
11 NexLog 740 DX-Series base system: 3U rackmountable, Core i5 CPU, 16GB DDR4 RAM, 2 x1TB fixed-Mount HDDs (RAID 1), 1 Blu-ray MultiDrive, 2 Network Ports (100/1000), Embedded Linux, NexLog DX-Series software, web- based
configuration manager, audio controls & amplified
speaker on front panel, dual hot- swap 120-
240VAC 50/60Hz power supplies and first year
hardware warranty. Requires ongoing
Eventide DX Software Update Subscription
(DXSUS) for access to critical DX-Series
Software & Security Updates.
$89,640.00 EA $89,640.00
CA Sales Tax (Vallejo) 9.26% $8,300.66
Subtotal $97,940.66
Qty. Part No. Description Unit Price U/M Total
1 Labor $0.00 Bulk $0.00
Professional Services Subtotal $0.00

PRODUCT TOTAL
PSAP Equipment $97,940.66
Professional Services $0.00
TOTAL QUOTE $97,940.66
GRAND TOTAL $97,940.66
Vallejo PD Quote from AT&T - Eventide Recorder
Professional Services
Quote Summary
Notes: This quote is valid for 90 days. Quote reflects a new Eventide recorder.

AT&T Proprietary and Confidential
ATT Proprietary and Confidential
Prepared For: Vallejo CA - PD Account Exec: Jeff Reeve
Lance David Phone: (714) 227-1268
E-Mail: [email protected]
Lead Sr. Engineer: Robert Russo
Date: May 30, 2023 State of California Contract: 6136-2020 Phone: (951) 500-2130 Rev: 1 E-Mail: [email protected]
Item Description Unit Price U/M Total
1 1 VESTA® 9-1-1 $1,041.00 EA $1,041.00
2 1 VM Medium Server Bundle $34,884.00 EA $34,884.00
3 1 ESInet Interface Module (EIM) $7,043.00 EA $7,043.00 4 1 VESTA® 9-1-1 Prime Standard Operations $7,800.00 EA $7,800.00 5 1 VESTA® 9-1-1 IRR Module $5,083.00 EA $5,083.00
6 1 VESTA® Workstation Equipment $28,506.00 EA $28,506.00 7 1 Network Equipment $11,175.00 EA $11,175.00
8 1 Peripherals & Gateways $16,420.00 EA $16,420.00
9 1 ALI/CAD Output $526.00 EA $526.00
10 1 Rack & Peripheral Equipment $1,275.00 EA $1,275.00 11 1 VESTA CommandPOST Laptop
Includes Warranty and Software $10,044.00 EA $10,044.00 12 1 VESTA Services $39,711.00 EA $39,711.00
13 1 Graybar Equipment $7,858.00 EA $7,858.00
14 1 Netclock $14,037.00 EA $14,037.00
15 1 Firewall $1,887.00 EA $1,887.00
16 1 UPS System $15,475.00 EA $15,475.00
CA Sales Tax (Vallejo) 9.26% $14,797.20
Subtotal $217,562.20
Qty. Part No. Description Unit Price U/M Total
1 Labor $5,664.00 Bulk $5,664.00
Professional Services Subtotal $5,664.00

PRODUCT TOTAL
PSAP Equipment $217,562.20
Professional Services $5,664.00
TOTAL QUOTE $223,226.20
GRAND TOTAL $223,226.20
Vallejo PD Quote from AT&T - VESTA 7 Positions
Professional Services
Quote Summary
Notes: This quote is valid for 90 days. Quote reflects VESTA 7 Positions.

AT&T Proprietary and Confidential
ATT Proprietary and Confidential
Prepared For: Vallejo CA - PD Account Exec: Jeff Reeve
Lance David Phone: (714) 227-1268
E-Mail: [email protected]
Lead Sr. Engineer: Robert Russo
Date: June 6, 2023 State of California Contract: 6136-2020 Phone: (951) 500-2130 Rev: 1 E-Mail: [email protected]
Item Qty. Description Unit Price U/M Total
ESInet Interface Module (EIM)
1 2 V911 LIC EIM MOD $0.00 EA $0.00
VESTA® 9-1-1 CDR Module
2 2 V911 CDR PER SEAT LIC $128.00 EA $256.00
VESTA® 9-1-1 Prime Standard Operations
3 2 VPRIME PER SEAT LIC $7,857.00 EA $15,714.00
4 2 SPT VPRIME 3YR $5,775.00 EA $11,550.00
VESTA® 9-1-1 IRR Module
5 2 V911 IRR LIC/DOC/MED $1,421.00 EA $2,842.00
6 2 V911 IRR SW SPT 3YR $895.00 EA $1,790.00
CommandPOST Hardware
7 2 LAPTOP ZBOOK15 G6 W/O OS & WARR 3YR $2,932.00 EA $5,864.00 8 2 WINDOWS 10 LTSC LIC $132.00 EA $264.00
9 2 DOCK STATION THUNDERBOLT KIT $722.00 EA $1,444.00
10 2 KYBD/MOUSE BNDL $62.00 EA $124.00
11 2 CPOST SAM HDWR KIT $3,260.00 EA $6,520.00
12 2 SAM EXT SPKR KIT $240.00 EA $480.00
13 2 HDST 4W MOD ELEC MIC BLK $52.00 EA $104.00
14 2 HDST CORD 12FT 4W MOD BLK $4.00 EA $8.00
15 2 V911 IWS CFG $285.00 EA $570.00
16 2 V911 IWS STG FEE $428.00 EA $856.00
17 1 CPR/SYSPREP MEDIA IMAGE $0.00 EA $0.00
18 1 Graybar $2,072.00 EA $2,072.00
CA Sales Tax (Vallejo) 9.26% $4,672.41
Subtotal $55,130.41
Qty. Part No. Description Unit Price U/M Total
1 Labor $1,875.00 Bulk $1,875.00
Professional Services Subtotal $1,875.00

PRODUCT TOTAL
PSAP Equipment $55,130.41
Professional Services $1,875.00
TOTAL QUOTE $57,005.41
GRAND TOTAL $57,005.41
Vallejo PD Quote from AT&T - 2 CommandPOST Laptops
Professional Services
Quote Summary
Notes: This quote is valid for 90 days. Quote reflects two (2) laptops hardware and VESTA software and licenses.

AT&T Proprietary and Confidential
ATT Proprietary and Confidential
CONSENT CALENDAR 8.K.

DATE: July 25, 2023
TO: Mayor and Members of the City Council
FROM: Terrance Davis, Assistant City Manager
Kristoffer S. Jacob, Deputy City Attorney
SUBJECT: ADOPT A RESOLUTION APPROVING AND AUTHORIZING THE CITY'S RESPONSE TO THE 2022-2023 GRAND JURY REPORT REGARDING SOLANO COUNTY EMERGENCY

DISPATCH REPORT

RECOMMENDATION
Adopt a resolution approving the response to the 2022-2023 Solano County Grand Jury Report entitled "Solano County Emergency Dispatch Report" and authorize the City Clerk to forward said response to the Presiding Judge of the Solano County Superior Court and Foreperson of the Solano County Grand Jury.

REASONS FOR RECOMMENDATION
The City Council is required by law to respond to the Grand Jury Report and to comment on its findings.

Adopting the resolution approving and authorizing the response and directing the City Clerk to forward it to the Presiding Judge of the Solano County Superior Court and to the Foreperson of the Solano Grand Jury will satisfy this obligation.

BACKGROUND AND DISCUSSION
The 2022-2023 Solano County Civil Grand Jury (Jury) investigated the timeliness for emergency service personnel to respond to calls for help in Solano County. The Jury found that there was a lapse and sometimes inappropriate delays between receipt of incoming calls and fulfilment. The Jury toured and interviewed various public safety entities and their employees, to include sworn officers, fire fighters and other staff. Specifically, the Jury toured and interviewed (i) the County Department of Information Technology, (ii) the Dispatch Centers, (iii) the Fire Departments, (iv) the Police Departments, and (v) the Sheriff’s Department, including the Office of Emergency Services.

The Jury determined that there was a major disparity within the departments relating to dispatch and emergency response times. Dispatch centers in Solano County operate on three different radio systems. The cities of Benicia and Vallejo are part of the East Bay Regional Communications System Authority (EBRCSA).

Fairfield, Vacaville and Suisun City operate on the Solano County Regional Communications System (SCRCS) and the Sheriff Department, Rio Vista and Dixon operate on an analog UHF/VHF system. EBRCSA and SCRCS utilize the P25 platform which is the digital standard for radio communications with the ability to transmit and receive both voice and data. The Sheriff Department has the capability to communicate with either the EBRCSA or the SCRCS. Furthermore, communications throughout the county are fractured due to the topography and radio systems separating Benicia and Vallejo from the rest of the county.

The Grand Jury issued three findings, two of which require a response from the City of Vallejo. Those two findings are as follows:

Finding 2: The Vallejo Dispatch Center reported 911 call processing times for Fire and Police far longer than every other agency in the County.

Date: July 25, 2023
Subject: ADOPT A RESOLUTION APPROVING AND AUTHORIZING THE CITY'S RESPONSE TO THE 2022-2023 GRAND JURY REPORT REGARDING SOLANO COUNTY

EMERGENCY DISPATCH REPORT

Page 2 ends

Vallejo City CouncilJuly 25, 2023

Vallejo City Council
July 25, 2023