Gwinnett County Bids #PA031-26 INV

Gwinnett County E911 Community Engagement Solution (Design, Implementation, and Maintenance)

Gwinnett County Police Department Communications Division is seeking a multi-year contract for a comprehensive E911 Community Engagement Solution. - Government Buyer: - Gwinnett County Board of Commissioners - Gwinnett County Police Department Communications Division - Gwinnett County Financial Services - Purchasing Division - Solution Requirements: - Design, implementation, and maintenance of a cloud-based Software-as-a-Service (SaaS) platform - Automates post-call surveys using Computer Aided Dispatch (CAD) data - Integrates with Centralsquare Enterprise CAD system - Customizable surveys sent via SMS to 911 and non-emergency callers - Multi-language support: Spanish, Korean, Simplified and Traditional Chinese - Advanced analytics: sentiment analysis, real-time dashboards, heatmaps, trend lines, and employee recognition - Robust reporting: export to Excel, CSV, PDF, and API endpoints - Prevents duplicate survey responses using IP filtering, device fingerprinting, or token validation - 24/7 support, training, and professional services included - Security and Compliance: - Must meet HIPAA, SOC 2 Type 2, FedRamp High, NIST 800-53, and WCAG 2.1 AA accessibility standards - Data residency within the continental US - Role-based access control and audit logs - Notable Requirements: - Only proven, industry-standard solutions in commercial production are eligible - High availability, robust audit and access controls, and ADA compliance - No specific OEMs or vendors named; solution must be configurable and scalable - Services Requested: - Survey management, reporting and analysis, administration and compliance, integration, training, and maintenance - No product part numbers or quantities specified as this is a service procurement.

Description

Gwinnett County is soliciting competitive sealed proposals from qualified service providers for the design, implementation, and maintenance of an E911 Community Engagement Solution on a multi-year contract for the Gwinnett County Police Department Communications Division. The solution should automate current manual community engagement tasks by utilizing Computer Aided Dispatch (CAD) data to send post-call surveys to 911 callers via text message, aiming to increase survey participation and response rates. The County seeks a proven solution suitable for a jurisdiction of similar size and complexity, with capabilities demonstrated during a potential in-depth demonstration. The contract will be awarded to one service provider, and proposals must be submitted by October 5, 2026, 2:50 PM local time.

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