The contractor will provide a robust dispatch phone system that will enhance first responder services for Nevada’s first responders and constituents and visitors traveling Nevada’s roadways. The current phone system utilized by the Department of Public Safety’s (DPS) Records, Communications and Compliance Division (RCCD), Communications Bureau is not suitable to meet the needs of a statewide emergency telecommunications center and is no longer sustainable to support a secondary PSAP. Required features and services Security groups to control varying levels of access from frontline user to Training Coordinator, supervisors and management. Higher levels of access should only be granted to those with a need to access and monitor bureau activity and training. Event coverage or call triage to eliminate duplicative phone calls when necessary. Automated hold messaging for callers when staff are at capacity and unable to immediately answer a call. Integration with the bureau’s Computer Aided Dispatch (CAD) system (pending, but not dependent on CAD vendor collaboration). Headsets that can integrate with the radio system, so staff don’t have to wear two headsets. Robust reporting capabilities to produce canned and ad-hoc reports. Vendor to provide analysis to determine recurring issues and remediation for the duration of the awarded contract, including, but not limited to system outages and dropped phone calls, etc. Provide GPS and location sharing from callers. Two-way language translation for non-English speaking callers. Call transcription. Provide the ability for staff to see what phone numbers callers are calling from when receiving transferred 9-1-1 calls from primary PSAPs. Migrate existing phone recordings from the current Exacom system into the new solution and ingest/maintain them for the required retention period. Vendor to provide technical support for the duration of the maintenance period. Ability for system administrators to setup new employees and remove them when they leave division service. Vendor to provide system training to users and provide training material for future staff onboarding and system training.
