Commission on State Emergency Communications


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Commission on State Emergency Communications

Request for Offers No. 477.4.00138 Bid Package 2 Automatic Location Information (ALI) Database Management System (DBMS) with Location Validation Function (LVF) capabilities (ALI–LVF) & Services Statement of Work (SOW)

Table of Contents 1  Instructions to Respondents............................................................................ 1  2  Definitions ....................................................................................................... 1  3  Background ..................................................................................................... 4  3.1  9-1-1 Service in Texas .............................................................................. 4  3.2  Fiscal Years 2014 – 2015 Appropriations.................................................. 4  4  Commission Intent .......................................................................................... 4  5  Current Environment ....................................................................................... 6  5.1  Customers’ ALI Data Network ................................................................... 6  5.2  ALI DBMS & Services ............................................................................... 8  6  Requirements .................................................................................................. 9  6.1  Core Functional Requirements .................................................................. 9  6.2  Statewide ALI Database .......................................................................... 11  6.2.1  ALI Delivery & Interoperability ........................................................... 11  6.2.2  9-1-1 Data Management .................................................................... 12  6.2.3  ALI Data Network Services ................................................................ 15  6.2.4  Ancillary Services .............................................................................. 17  6.3  MSAG & ALI Data to Geospatial Data Comparisons............................... 18  6.4  Location Validation Function ................................................................... 19  6.5  Validate VoIP CSP Subscriber Location Information............................... 21  7  Service Bureau ............................................................................................. 21  8  Performance Standards and Reporting......................................................... 24  8.1  Performance Standards .......................................................................... 24  8.1.1  ALI Delivery and Interoperability ........................................................ 24  8.1.2  9-1-1 Data Management .................................................................... 24  8.1.3  ALI Data Network Services ................................................................ 24  8.1.4  MSAG & ALI Data to Geospatial Data Comparisons ......................... 25  ii

8.1.5  Location Validation Function .............................................................. 25  8.2  Performance Reporting ........................................................................... 25  9  Project Management ..................................................................................... 27  9.1  Statewide ALI Database Implementation Success Criteria ..................... 27  9.2  MSAG & ALI Data to Geospatial Data Comparisons Implementation Success Criteria ............................................................................................... 28  9.3  Location Validation Function Implementation Success Criteria............... 28  9.4  Validate VoIP CSP Subscriber Location Information Implementation Success Criteria ............................................................................................... 29 

Appendix A – Information Resources Security Safeguards.……………………………………………………………………….A-1

iii

ALI-LVF & Services

1 Instructions to Respondents In this statement of work (SOW), the following terminology applies: “shall” means a requirement that must be met in a substantially unaltered form. Underneath the requirement, Respondents must clearly state “COMPLY”; ”CANNOT COMPLY”; or ”COMPLY WITH EXCEPTION”. For any response besides COMPLY follow with a narrative of the alternate approach/performance standard to meeting the requirement; “must” means a requirement and/or request that mandates an in-depth response from Respondents, underneath the item to which the response refers; and Respondents are encouraged to: - Not to repeat the requirements. - Make narratives concise and in plain language, written for a target audience that has expertise in Enhanced 9-1-1, and limited expertise in Next Generation 9-1-1 technology and Geographic Information Systems (GIS). - Include diagrams and other graphical aids as required or as the Respondent finds useful to explain its proposal. - Exclude irrelevant information and unexplained or obscure objects in drawings or diagrams. - Not direct the reader to refer to a response elsewhere in the document (unless specifically instructed). - Wherever a requirement is repeated, the entire applicable response is repeated. - Where a requirement requests that other materials be provided (e.g., a users’ manual), the response affirms that the material has been provided with the response, and the submitted material is marked with the specified exhibit number. 2 Definitions All terms not specifically defined in this SOW shall be defined, in order of priority, by applicable state and federal laws; Commission Rules; Federal Communications Commission Orders and Regulations; Public Utility Commission of Texas 9-1-1 Rules; the latest version of the following National Emergency Number Association (NENA) Standards: 1 RFO 477.4.00138

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ALI-LVF & Services  08-003, Detailed Functional and Interface Standards for the NENA i3 Solution;  08-002, Functional and Interface Standards for Next Generation 9-1-1;  02-010, Standard Data Formats for 9-1-1 Data Exchange & GIS Mapping;  02-011, Data Standards for Local Exchange Carriers, ALI Service Providers & 9-1-1 Jurisdictions;  02-014, GIS Data Collection and Maintenance;  02-015, Technical Standard for Reporting and Resolving ANI/ALI Discrepancies and No Records Found for Wireline, Wireless and VoIP Technologies;  02-501, Wireless (Pre-XML) Static and Dynamic ALI Data Content Technical Information Document;  06-003, Private Switch (PS) E9-1-1 Database Standard;  06-502, Industry Common Mechanisms for MLTS E9-1-1 Caller Location Discovery and Reporting Technical Information Documents;  71-501, Synchronizing Geographic Information System Databases with MSAG & ALI information Document;  ADM-000, Master Glossary of 9-1-1 Terminology; and Newton’s Telecom Dictionary. The following definitions apply in this SOW only: ALI-LVF: Automatic Location Identification Database Management System with Location Validation Function capabilities. Communication Service Provider (CSP): wireline, wireless & Voice over Internet Protocol (VoIP) and/or their agents. Customer Focus Group (CFG): a working group of 9-1-1 administrative entity Customers, participating in this cooperative purchase. Location validation: the validation of civic address-based location information against an authoritative geospatial dataset containing only valid civic addresses obtained from 9-1-1 administrative entities. Location validation is performed prior to any potential use for emergency call routing. Location Validation Function (LVF): i3 compliant functional element used for location validation. The LVF utilizes the same data, interfaces and protocols as 2 RFO 477.4.00138

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ALI-LVF & Services an Emergency Call Routing Function (ECRF) representing the same geographic area(s). LVF Implementation Completion Date: Respondent’s response to Section 6.4 (A), and an aspect of the Location Validation Function Implementation Success Criteria. Spatial Information Function (SIF): The SIF is a specialized form of a GIS that is the provisioning feed for the authoritative copy of the data to the ECRF/LVF. The SIF also supplies map views to Public Safety Answering Points (PSAPs). Statewide ALI Database Implementation Completion Date: August 31, 2015, and an aspect of the Statewide ALI Database Implementation Success Criteria.

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ALI-LVF & Services 3 Background 3.1 9-1-1 Service in Texas In Texas, 9-1-1 service is provided by the state’s program administered by the Commission on State Emergency Communications (CSEC) and managed by the 23 Regional Planning Commissions (RPCs), 25 Emergency Communication Districts (ECDs) created under Chapter 772 and 771.001(3)(B) of the Health and Safety Code, and 27 municipalities and unincorporated area of one county recognized as Emergency Communications Districts under Health and Safety Code 771.001(3)(A). ECDs are funded, administered and managed, independent of the state’s program. Health and Safety Code, Chapter 771 is the statutory basis for the program administered by the CSEC, and identifies the Commission as the state’s authority on emergency communications (771.051 (a)). On common issues, such as implementation of the Automatic Location Information (ALI) Database Management System (DBMS), all programs voluntarily work together to coordinate activities and provide mutual support. 3.2 Fiscal Years 2014 – 2015 Appropriations For the fiscal years 2014-2015 (September 1, 2013 – August 31, 2015), the Commission has been appropriated funds for an enterprise geospatial database management system (EGDMS) and services at the state-level, to coalesce, standardize and perform quality control on geospatial data sourced from 9-1-1 administrative entities into a single repository, the state-level 9-1-1 Geospatial Database; and provide the resulting data to: (1) the Emergency Services IP-enabled Network (ESInet) for i3 compliant call routing; and (2) an ALI DBMS with LVF capabilities (collectively, ALI-LVF), as an incremental step in Next Generation 9-1-1 transition. 4 Commission Intent On behalf of RPCs and ECDs that desire to participate, herein referred to as Customers, the Commission seeks proposals for the delivery of ALI-LVF and services, on an ongoing basis. The objectives of ALI-LVF and services are as follows:  Utilize Customers’ ALI data network to transport and deliver Customers’ PSAP requests and responses for ALI, to and from the Statewide ALI Database.

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ALI-LVF & Services  Interoperability with ALI databases and ALI DBMSs operated by other service providers (SPs) in Texas.  24x7x365 incident reporting and notification services for Customers’ ALI data network; and project management services to implement Customer network changes.  9-1-1 data management services according to NENA recommended standards.  Enable Customers to reconcile their MSAGs and ALI data with their geospatial data.  Validate CSPs’ subscriber location information for CSPs using the service order input (SOI) process using LVF.  Validate VoIP CSPs’ subscriber location information using LVF, at the Commission’s sole discretion and option. Commission intends for the ALI-LVF and services, requested herein, to be implemented in four (4) phases, as follows: 1. Implement the Statewide ALI Database, ALI DBMS, 9-1-1 data management processes, web-based user interface (UI), service bureau and ALI delivery for PSAPs, upon contract execution. This phase must be completed no later than Statewide ALI Database Implementation Completion Date. 2. Perform MSAG and ALI data to Customers’ geospatial data compares. 3. Implement LVF to utilize the Customers’ geospatial data to validate CSPs’ subscriber location information for CSPs using the SOI process; and mapbased feature to the UI for error resolution of invalid location information. 4. Perform VoIP CSP subscriber location information utilizing the LVF, at the Commission’s sole discretion and option.

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ALI-LVF & Services 5 Current Environment 5.1 Customers’ ALI Data Network The PSAP’s in the Commission on State Emergency Communications (CSEC) 91-1 program use AT&T’s AVPN MPLS network to request and receive ALI during a 9-1-1 call. The current ALI DBMS operator also provides managed services for the CSEC/RPC’s ALI data network. Each PSAP has two resilient connections into AT&T’s AVPN network. PSAP choices for resilience are: 1) two diverse 56k local loops to the nearest AT&T AVPN node, depicted below by PSAP’s D, E and F of Diagram 1; or 2) one 56k local loop and one AT&T Mobility connection if available, depicted below by PSAP’s A, B, and C of Diagram 1. The PSAP’s local connections are aggregated within the AT&T AVPN network and delivered to the ALI DBMS operator’s ALI nodes in Miami, Florida and Longmont, Colorado. The connectivity between the PSAPs and the ALI Network is monitored 24x7x365 for incidents that result in a loss of connectivity between the PSAP and network level routers. The ALI DBMS operator monitors the network level routers, physical data circuits interconnecting the Customer PSAP routers and the network level routers, and connectivity between the PSAP level routers and the Customer Premises Equipment (CPE). A toll-free number which is answered 24x7x365 is provided to the PSAPs/Customers to allow the PSAPs/Customers to submit trouble tickets when failure of connectivity between a PSAP and the network level router occurs. Trouble diagnosis by the ALI DBMS operator is performed to verify the loss of connectivity and status notifications are provided to the PSAPs/Customers throughout the incidents to communicate progress. The ALI DBMS operator notifies and refers trouble to third party vendors, coordinates router maintenance dispatch, and tracks all trouble tickets to conclusion. Monthly activity reports and Incident summary reports about incidents are provided to the Customers and CSEC. When ALI network moves/adds/changes are necessary, the ALI DBMS operator provides project management services to customers, and works with the Customers and third party providers to perform all necessary steps to ensure that customer moves/adds/changes are completed within the date provided by the customers. ALI circuit orders are issued and provisioned, and coordination with 6 RFO 477.4.00138

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ALI-LVF & Services on-site vendor for PSAP router relocation, installation and decommission is necessary. ALI bid testing and validation of accurate ALI receipt is conducted, and the submission of service removal/discontinuation order of circuits at old location are completed.

CS E MP C L T1 S

Once the ALI network moves/adds/changes are completed, associated systems, documentation and procedures to reflect the change must be updated to reflect the change that has been introduced to the environment by the modification.

Diagram 1

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ALI-LVF & Services 5.2 ALI DBMS & Services  There are approximately 27,366 translations to facilitate MSAG validation of SOIs. Translations are built upon Customer request only.  Current E9-1-1 ALI DBMS operator is Intrado.  Current E9-1-1 ALI DBMS contract expires 8/31/2015.  The VoIP call volume for the second quarter of FY 2014 was 23,807 or 1.03% of the total call volume.  For the month of March 2014, 5,790 VoIP calls used wireline equivalent Emergency Service Numbers (ESNs), defined a default ESN having the following English Language Translations (ELTs): VoIP Caller; VoIP Caller Number; Verify Caller Location.  The wireless call volume for the second quarter of FY 2014 was 2,017,447 or 87.52% of the total call volume.  Refer to the tabs in Electronic State Business Daily (ESBD) “Bid Package 3” for the following: o Initial Customers - Texas 9-1-1 administrative entities who will place orders with the successful Respondent. o Appendix A – Current number and types of CSPs . o Appendix B – Current number of pANIs & wireline ALI records, breakdown of pANIs and wireline ALI records, by Initial Customers. o Appendix C - Current Multi Line Telephone System (MLTS) customers and method used to provide address and location information for the individual telephone stations to the ALI DBMS, by Initial Customers. o Appendix D - Enhanced 9-1-1 System Service Providers (E9-1-1 SSPs), selective routers and CILLI codes.  Function of change (R) is a method to exchange information needed to enable selective routing and ALI steering between competitive database providers. The ALI DBMS operators serving in Texas use of Function of change (R) as follows: o AT&T- steering ALI data and selective routing updates. o Verizon Legacy - selective routing updates only. o Greater Harris County 9-1-1 Emergency Network - steering ALI data only. o Intrado Hosted Solutions - for steering ALI data only. o CenturyLink - does not use Function of change (R). The current E9-1-1 ALI DBMS operator submits a 512 recent change file, on a daily basis to update the Athens selective router. 8 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services 6 Requirements The successful Respondent shall provide the goods and services in accordance with the requirements provided herein. The requirements are drawn from the customer’s perspective and, therefore, do not specify each and every element necessary for the Respondent to deliver the specified results. Respondents are the experts and are expected to design, recommend, and implement the most effective and efficient solutions that provide the best value for the State. 6.1 Core Functional Requirements Respondents must address each Core Functional Requirement; and provide a narrative overview of their proposed solution that collectively meets the Core Functional Requirements. The narrative must describe the architecture and main components of the proposed solution, including UI; include diagram(s); and identify any assumptions, limitations and constraints to meeting the core requirements, individually and as a whole. The successful Respondent shall: 1) Serve as the single point of contact, responsible for design, implementation, testing, operation, maintenance, performance management, and performance reporting of the ALI-LVF and services requested in this SOW, including material, data storage, and software licenses and applications, as applicable. 2) On or before Statewide ALI Database Implementation Completion Date, implement the Statewide ALI Database, ALI DBMS and service bureau to provide the following services: a) ALI delivery; b) ALI database and ALI DBMS interoperability; c) 9-1-1 data management; d) ALI data network management; and e) Ancillary 9-1-1 data services, on an optional basis. 3) Develop a working relationship with the state-level EGDMS operator and collaborate to mutually resolve LVF event notification, MSAG/ALI to geospatial comparison result format, geospatial data and geospatial data provisioning issues. 4) Upon completion of (2) above, perform compares between the Customers’ MSAGs and ALI data against their geospatial data supplied by the state9 RFO 477.4.00138

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ALI-LVF & Services level 9-1-1 Geospatial Database utilizing SIF layer replication, to reconcile the various datasets. 5) Implement LVF to validate CSPs’ subscriber location information for CSPs using the SOI process, utilizing the Customers’ geospatial data supplied by the state-level 9-1-1 Geospatial Database. 6) As an option and upon written request from the Commission on behalf of Customers, validate VoIP CSP subscriber location information utilizing LVF and Customers’ geospatial data supplied by the state-level 9-1-1 Geospatial Database. 7) Provide customizable processes, tools, metric reports, UI and other utilities for the resolution of, but not limited to, the following referred items: a) 9-1-1 data errors; b) ALI and selective routing discrepancies; c) Discrepancies between Customers’ MSAGs and geospatial data compares; and d) CSPs’ subscriber location information that fail to validate using LVF. 8) Customize the processes, tools, metric reports, UI and other utilities, identified in the requirement above, in consultation and collaboration with Commission staff, CFG and CSPs, as applicable. 9) Provide access to Customers’ 9-1-1 data, errors and transactions searchable and exportable, via the UI. 10) Implement ALI-LVF, including its UI, to be secure, reliable, resilient and robust. Where necessary, data shall be encrypted. 11) Adhere to the Texas Department of Information Resources Security Policies included in Title 1, Part 10, Texas Administrative Code, Chapter 202 (“TAC 202”) Information Security Standards. 12)

Provide a service bureau for customer services purposes.

13)

Meet performance standards.

14) Design ALI-LVF and services to scale and accommodate all 9-1-1 administrative entities in Texas. 10 RFO 477.4.00138

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ALI-LVF & Services

Respondents must specifically address TAC 202 compliance of their proposed solution, for the Information Resources Security Safeguards found in Appendix A, and submit as Exhibit 1 to the technical proposal. 6.2 Statewide ALI Database The successful Respondent shall implement the ALI-LVF to provide the following services: 6.2.1 ALI Delivery & Interoperability The successful Respondent shall: 1) Implement the Statewide ALI Database to be redundant, synchronized, geographically diverse, and survivable on an automated basis. 2) Implement the Statewide ALI Database to be interoperable with ALI databases and ALI DBMS operated by other service providers (SPs) in Texas; and perform activities to ensure interoperability for, but not limited to, the following purposes: a) deliver ALI for 9-1-1 calls transferred from other Texas PSAPs, regardless of the ALI database and ALI DBMS operators. b) update E9-1-1 SSPs’ selective routing databases. c) synchronize and reconcile the various ALI databases and E9-1-1 SSPs’ selective routing databases, in Texas. 3) Use CSEC/RPC’s ALI data network to transport requests and responses for ALI, between the Statewide ALI Database and Customers’ PSAPs. The successful Respondent shall be responsible for the network level router that connects the Statewide ALI Database to Customers’ PSAPs. Customers are responsible for PSAP level routers. 4) Deliver accurate and current ALI for, but not limited to, the following: a) wireline, wireless, static and dynamic interconnected VoIP 9-1-1 calls, and text messages; b) 9-1-1 calls transferred from other Texas PSAPs, regardless of the ALI database and ALI DBMS operators; and c) applicable VoIP calls routed on wireline equivalent Emergency Service Numbers (ESNs), and delivered with the associated English Language Translations (ELTs); 11 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services 5) Resolve or facilitate the resolution of issues related to incorrect routing of 91-1 calls, missing and inaccurate ALI. 6) Accommodate the various ALI display formats utilized by PSAPs to display the ALI information delivered. 7) Provide a minimum of 10 business days notice to Customers and contract manager for scheduled maintenance and/or upgrades. 8) Perform scheduled maintenance within 8 hours, per maintenance event. Each maintenance event is limited to an instance of the Statewide ALI Database. Respondents must provide a narrative to describe how their solutions achieve the requirements above, and specifically address the aspects of their proposed solution that follow, including any assumptions, limitations and constraints. A) Geographic locations of each instance of the Statewide ALI Database. B) Function of Change (R). C) Identify the ALI query response time. 6.2.2 9-1-1 Data Management The successful Respondent shall: 1) Implement a web based UI to support simultaneous access for a minimum of 300 Texas users and available 24x7x365. The UI shall be secure and authenticate users. 2) Perform initial load of CSPs’ subscriber documents, and Customers’ 9-1-1 data to the Statewide ALI Database, based on initial load criteria determined by the Commission; provide tools and assistance to facilitate a successful initial load; and provide updates to E9-1-1 SSPs’ selective routing databases. 3) Upon Customer request and if Customer’s geospatial data meets Commission’s criteria, extract Customers’ MSAG from their geospatial data and use for MSAG validation. 12 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services 4) Meet and communicate with CSPs, Customers, and Commission staff as necessary, to establish procedures for the effective and timely initial load. 5) Accept and perform quality control on CSPs’ subscriber documents, and validate the CSPs’ subscriber location information against Customers’ MSAGs. For those CSP subscriber documents that pass quality control and MSAG validation, update the Statewide ALI Database and provide updates to E9-1-1 SSPs’ selective routing databases, within 24 hours. 6) Enable automatic referral of CSPs’ subscriber documents that fail quality control and/or MSAG validation, as errors, to the appropriate party (i.e. CSP or Customer) for resolution within 24 hours; and track the status of the errors until resolution or final disposition, via the UI. 7) Enable automatic re-referral of errors not resolved within 72 hours and track the status of errors until resolution or final disposition, via the UI. 8) Upon Customer request only, build translations to facilitate validation of CSPs’ subscriber documents that do not match the MSAG; and provide reports that identify the number and types of translations used. 9) Accept change requests via the UI, perform quality control, and effect requested changes or refer change requests with errors for the following types of change requests: a) ESN and the associated ELT b) MSAG Change requests must be effective or referred within 24 business hours. The status of change requests must be tracked until completed or withdrawn. 10) Redirect CSP subscriber documents associated with subscribers not in Customers’ service area. 11)

Provide MSAG changes (delta MSAGs) to CSPs.

12) Effect any necessary data changes to implement the following without introducing errors: a) Numbering Plan Area changes by the PUC-established implementation date. 13 RFO 477.4.00138

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ALI-LVF & Services b) Selective router re-homes implementation date. 13)

by

the

Customer

established

Implement a Quality Assurance / Quality Control (QA/QC) plan to: a) analyze data on a Customer and statewide basis to identify trends and patterns. b) prevent and reduce the number of records inappropriately residing in the Statewide ALI Database.

14) Provide a minimum of 10 business days notice to Customers and contract manager for scheduled maintenance and/or upgrades of the UI. 15)

Perform scheduled maintenance for the UI within 8 hours.

Respondents must provide a narrative to describe how their solutions achieve the requirements above, and specifically address the aspects of their proposed solution that follow, including any assumptions, limitations and constraints. A) Identify and describe the mechanism(s) utilized for accepting: i) initial load of CSPs’ subscriber documents and Customer data to implement the Statewide ALI Database; and ii) CSPs’ subscriber documents and Customer data on an on-going basis. B) Recommend the criteria Commission should set in order to extract Customers’ MSAG from their geospatial data and use for MSAG validation; and explain why. C) Describe how MSAG change request process would change for Customers that use their D) Indicate if reconciliations of CSPs’ subscriber documents for improvement of ALI database quality will be performed. If yes, identify the selection criteria for reconciliation and its frequency. E) Describe the error referral process, tools, metric reports, UI’s features and functionalities and other utilities available to Customers to facilitate resolution of the following error types: i) CSPs’ subscriber documents, including Function of Change (R), (M), (U) 14 RFO 477.4.00138

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ALI-LVF & Services ii) iii) iv) v)

MSAG change requests ESN and associated ELT Selective router updates ANI/ALI discrepancies, No Records Found, and misroutes of 9-1-1 calls Include process diagram(s) and screen shots, as applicable. F) Describe the delta MSAGs format and delivery method. G) Describe deviations and/or modifications to NENA 02-010 & 02-011. 6.2.3 ALI Data Network Services The Customer’s network includes the following:  Physical data circuits interconnecting Customer PSAPs and the Statewide ALI Database network level routers  PSAP level routers  Connectivity between the PSAP level routers and the Customer Premise Equipment (CPE) The successful Respondent is not responsible for purchase, installation, maintenance, or repair of any of the Customer’s network components. The successful Respondent shall: 1) On a 24x7x365 basis, monitor for incidents of loss of connectivity between Customers’ PSAPs and the Statewide ALI Database; and provide a toll-free number for PSAP/Customer to report such incidents. 2) Verify incidents with affected PSAP(s) and open a trouble ticket, as applicable. Trouble tickets shall be opened for incidents reported by Customers, their PSAPs or discovered by the successful Respondent; updated to reflect incident resolution status; and closed upon final resolution. At a minimum, the trouble ticket shall capture the following:  Nature of the incident  Duration of the incident  Affected PSAPs  Affected Customers  Root cause, if determined  Third party vendors involved, if any

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ALI-LVF & Services 3) Diagnose and identify the root cause of the incident. 4) Notify Customers of incidents, its resolution status and final resolution. Customers have the option to assign authority to the successful Respondent to communicate directly with their third party vendors on incident resolution. 5) In consultation and collaboration with the CFG, develop guidelines for incident notification and escalation. 6) Provide Customers a monthly summary report of the trouble ticket activities. Include sample or mock-up of monthly summary report. 7) Establish and maintain a confidential PSAP contact database to support the incident notification process. At a minimum, the PSAP contact database shall contain the following:  Customer primary and secondary contact names  Customer primary and secondary contact telephone numbers  Primary and secondary contact email addresses  PSAP address/location information  PSAP 24x7x365 contact telephone number  Information as appropriate regarding PSAP’s 9-1-1 premises equipment (i.e. TCP/IP routers, ALI physical and virtual circuit IDs, CPE make, and third party vendors contact information) 8) Upon Commission’s request and within 5 business days, provide an extract of the PSAP contact database. 9) Provide project management services for Customer network moves/adds/changes/deletes (MACDs) at least 60 days prior to the intended project completion date. The project management services include, but are not limited to, the following: a) Plan the MACD methodology with the Customer; b) Facilitate ongoing communications between the Customer and successful Respondent regarding project status and changes to project information; c) Engineer the MACD, including IP address changes, traffic load balancing, circuit(s) installation verification and testing; d) Coordinate with third parties to: 16 RFO 477.4.00138

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ALI-LVF & Services  order and provision circuit(s) required for the MACD  relocate, install, or decommission PSAP router(s), excluding scheduling of the third party vendor  support of ALI bid testing and validation of accurate ALI receipt  submit orders to remove/disconnect circuit(s) at old location within five business days of completion date, or as requested by the Customer e) Update associated systems, documentation, and procedures to reflect the Customer network MACD. 10) Complete project tasks to ensure circuits for Customer network MACDs are installed five business days prior to Customer established completion date. Respondents must provide a narrative to describe how their solutions achieve the requirements above, and specifically address the aspects of their proposed solution that follow, including any assumptions, limitations and constraints. A) Familiarity with purchasing and ordering from Texas Department of Information’s TEX-AN NG communications technology services contracts. B) Identify how the monthly summary report of the trouble ticket activities would be made available to Customers. 6.2.4 Ancillary Services The successful Respondent shall: 1) Provide ancillary services, to be acquired at the sole option of the Customer. 2) At a minimum, the ancillary services proffered must include: a) 9-1-1 data extracts - to assist local governments (i.e. Customer’s designated 3rd party) within their service area in providing Emergency Notification Services (ENS). b) Multi Line Telephone Systems (MLTS) ALI - to provide ALI at a station level for MLTS owners (i.e. Customer’s designated 3rd party recipient of the service). 3) Provide a single point of contact for Customers to purchase ancillary services. 17 RFO 477.4.00138

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4) Accommodate the varied MLTS and ENS systems that will utilize these ancillary services. 5) Provide initial training and service support to Customers’ designated 3rd party recipient of these ancillary services, on an optional basis. 6) Resolve issues concerning ancillary services, as necessary. Respondents must provide a narrative to describe each ancillary service proffered, including any assumptions, limitations and constraints. The narrative must specifically address the following: A) Data and file format for 9-1-1 data extracts and method of delivery (e.g. CD, electronic mailbox). B) Interface(s) Customer’s designated MLTS owner use to provide updated station location information. C) Extent of training and service support. 6.3 MSAG & ALI Data to Geospatial Data Comparisons On an every other month basis the successful Respondent shall: 1) Perform compares between Customers’ MSAGs and ALI records against their geospatial data supplied by the state-level 9-1-1 Geospatial Database utilizing SIF layer replication. 2) Refer on an automatic basis and via the UI, the results of the comparison to Customers. Results must be exportable and consumable by Commercial Off the Shelf (COTS) applications that are extensions for Esri ArcGIS for 91-1 GIS data management and MSAG management (e.g. MapSAG, GeoLynx). Respondents must provide a narrative describing how their solutions achieve the requirements above, and specifically address the aspects of their proposed solution that follow, including any assumptions, limitations and constraints. A) Describe the MSAG and ALI data comparison and result referral process. Include process diagram(s) and screen shots, as applicable. Indicate timeframes for the following: 18 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services i)

MSAG and geospatial data comparison process from initiation and completion; ii) ALI data and geospatial data comparison process from initiation and completion; iii) MSAG and geospatial data comparison results referral process from initiation and completion; and iv) ALI data and geospatial data comparison results referral process from initiation and completion. B) Describe the tools available to Customers to reconcile and synchronize their MSAG and ALI data, to their geospatial data. 6.4 Location Validation Function The Customers’ geospatial data will be supplied by the state-level 9-1-1 Geospatial Database using a SIF layer replication built upon the Open Geospatial Consortium (OGC) WFS, OGC04-094. OGC Document OGC 08-001 describes loosely-coupled synchronization of geospatial databases using WFS and ATOM protocol (IETF RFC4287 and RFC5023). Changes to the data are expressed in WFS Insert/Update/Delete actions and ATOM. GeoRSS (http://www.georss.org) is a mechanism used to encode the Geographic Markup Language (GML) in RSS feeds for use with ATOM. OGC 08-001 describes two formats for the edits: GeoRSS Simple and GML. NG9-1-1 uses GML. Map views of the state-level 9-1-1 Geospatial Database are available via an application programming interface (API) provided by the EGDMS operator. As an incremental step in NG9-1-1 transition, the successful Respondent shall implement LVF according to, but not limited to, the following requirements: 1) Validate CSPs’ subscriber location information with LVF using Customers’ geospatial data supplied by the state-level 9-1-1 Geospatial Database, for CSPs using the SOI process with no changes to the process, including the format of CSPs’ subscriber location information. 2) In consultation and collaboration with Commission staff, CFG and CSPs, as applicable, provide a map-based feature to the UI, utilizing the API provided by the EGDMS. 3) The UI map-based feature shall enable CSPs to: 19 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services a) access location validation results b) derive the valid location information from Customers’ geospatial data for failed validation; and c) resubmit the subscriber documents for location validation. Include mock-up wireframes of the UI for the above. 4) Enable the EGDMS to subscribe to LVF event notifications for the referral of LVF errors to the appropriate Customer. 5) Provide Customers a monthly summary report of location validation activities and results, searchable and exportable via the UI. Include sample or mock-up of monthly summary report. 6) Upon written request from Customer and within 100 days, deliver Presence Information Document Format – Location Object (PIDF-LO) valid location information to NENA i3 elements, to the requesting Customer’s NG9-1-1 PSAPs, without affecting delivery of ALI to other Customers. Respondents must provide a narrative to describe how their solutions achieve the requirements above, and to specifically address the aspects of their proposed solution that follow, including any assumptions, limitations and constraints. A) Indicate a date before 12/31/2016, for LVF implementation completion. B) Indicate if CSP subscriber location information validation with LVF is in addition to, or in lieu of MSAG validation. C) Describe the data quality criteria Customers must achieve, in order to validate CSP subscriber location information with LVF, for CSPs using the SOI process. D) Identify the geographic location(s) of the LVF. E) Describe the results of various examples of location validation. F) Describe changes to services and/or processes as a result of implementing LVF as it relates to Section 6.2.2 (4) through Section 6.2.2 (12). G) Identify the LVF errors that will trigger LVF event notifications. 20 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services H) Describe the network connection between the LVF and EGDMS, and how data synchronization is achieved when the network is temporarily unavailable due to scheduled and emergency maintenance events. 6.5 Validate VoIP CSP Subscriber Location Information On an optional basis, and within 100 days of written notification from the Commission on behalf of Customers, the successful Respondent shall: 1) Validate VoIP CSPs’ subscriber location information with LVF using Customers’ geospatial data. 2) Enable VoIP CSPs’ or their agents whose subscriber documents fail location validation, to: a) receive location validation results; and b) derive valid location information for failed validations from Customers’ geospatial data, via the UI. Respondents must provide a narrative to describe how their solutions achieve the requirements above, and to specifically address the aspects of their proposed solution that follow, including any assumptions, limitations and constraints. Respondents may assume that the Commission shall make arrangements with VoIP CSPs’ or their agents to submit their subscriber location information to the LVF for location validation, on Customers’ behalf. A) Indicate if the UI feature to achieve requirement (2) above, is the same UI feature to achieve Section 6.4 requirement (3). If not, describe the difference and provide a mock-up wireframe of the UI feature to achieve requirement (2) above. B) Describe how and what mechanism a VoIP CSP would use to initiate and submit a request for location validation. C) Describe how and what mechanism will be used to redirect location validation requests that are not in the Customers’ service area. 7 Service Bureau The successful Respondent shall implement a service bureau for the provisioning of, but not limited to, the following customer services: 21 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services

1) Provide a help desk for ALI-LVF, including the UI(s), break/fix management and remediation support. The help desk shall be accessible via toll free telephone number, email and web portal; and operational from 7am – 7pm Central Time on week days, excluding federal holidays. 2) Trouble tickets shall be opened for incidents/issues reported by CSEC staff and/or Customers; closed upon resolution; and the trouble tickets tracked. 3) Meet with Customers, as user group(s) and on a quarterly basis, to discuss location validation and call routing issues as it relates to 9-1-1 data management; ALI-LVF QA/QC procedures and metrics; and other related topics. The meeting dates and locations shall be established by the user group(s). 4) Meet with CSEC staff on a monthly basis, to review, but not limited to, the following:  resolution of unresolved trouble tickets;  data issues related to Customers’ data quality, errors and trends;  customer service; and  vendor performance. 5) Establish a disaster recovery /continuity of operations plan to fulfill all requirements of the SOW in the event of a disaster include and submit the plan as Exhibit 2 to the technical proposal. “Disaster” is defined as an event that is a disruption of business and includes, but is not limited to, fire, theft, natural disaster, technical difficulty (e.g., cyber attacks), workforce or work facilities problems, including utilities, and equipment failures. 6) The disaster recovery /continuity of operations plan shall be tested, reviewed and revised for improvement. 7) Provide training as follows: a) Initial training – one train-the-trainer session b) Refresher training – one annual train-the-trainer session to include, but not limited to, changes to data management processes and new UI features. Respondents may assume the following:  Venue of training will be specified and provided by Commission. 22 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services  Date of training will be mutually agreed-upon.  Training sessions must accommodate at a minimum, one representative from each Customer. 8) Provide end-user training to Customers, upon request and priced on an a la carte basis. 9) Provide training material to the Customers, as applicable or directed by Commission. 10) Provide the ALI-LVF Users Guide (Guide) documenting operational processes and procedures, including the tools for facilitation error resolution and data quality improvements. The Guide shall be up-to-date and accessible to Customers via the UI. Respondents must provide a narrative to describe how their proposed service bureau achieve the requirements above, and to specifically address the aspects of their proposed service bureau that follow, including any assumptions, limitations and constraints. A) Indicate if the help desk web portal is available from the UI. [The remainder of this page has been intentionally left blank]

23 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services 8 Performance Standards and Reporting A performance standard is a criterion for measuring acceptability, quality, or accuracy of the performance of ALI-LVF and services. 8.1 Performance Standards The successful Respondent shall: 1) Develop metrics to measure the performance of ALI-LVF and services by Customers, and as a whole. 2) Measure the performance of the ALI-LVF and services for the reporting interval against the performance standards established below. Where the reporting interval begins on the first of the month and ends on the last day of the month. For each performance standard identified below, Respondents must provide the service level agreements (SLAs) and metrics that shall be utilized to formulate the performance measurement; and identify any limitations and constraints to meeting the performance standard. 8.1.1 ALI Delivery and Interoperability (a) Each instance of the Statewide ALI Database shall be available 99.99 percent of each month, excluding approved scheduled maintenance for repair and upgrade. (b) The combined instances of Statewide ALI Database shall be available 99.999 percent of each month, excluding approved scheduled maintenance for repair and upgrade. 8.1.2 9-1-1 Data Management (a) The UI shall be available 99.99 percent of each month, excluding approved scheduled maintenance for repair and upgrade. (b) Customer change requests shall be implemented or referred by the same time the following business day, 99 percent of each month. 8.1.3 ALI Data Network Services (a) ALI Data Network incident monitoring services shall be available 99 percent of each month, excluding approved scheduled maintenance for repair and upgrade.

24 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services (b) Initial incident notifications to PSAPs and Customers shall be completed within 30 minutes of verification of total loss of connectivity between a PSAP and the Statewide ALI Database, 98 percent of each month. 8.1.4 MSAG & ALI Data to Geospatial Data Comparisons (a) Complete comparisons between Customers’ MSAGs and their geospatial data supplied by the state-level 9-1-1 Geospatial Database within 15 minutes of initiation, 98 percent of each month compares are performed. (b) Complete comparisons between Customers’ ALI data and their geospatial data supplied by the state-level 9-1-1 Geospatial Database within 15 minutes of initiation, 98 percent of each month compares are performed. (c) Refer results of the comparisons to Customers within 15 minutes of completing the comparisons, 98 percent of each month compares are performed. 8.1.5 Location Validation Function (a) LVF shall be available for location validation 99 percent of each month, excluding approved scheduled maintenance for repair and upgrade. (b) LVF shall be available to accept geospatial data provisioning feeds from the EGDMS, 99 percent of each month excluding approved scheduled maintenance for repair and upgrade. (c) Location validation results shall be available within 15 minutes of receipt of location validation requests, 98 percent of each month. (d) LVF shall provide event notifications 15 minutes of the event, 99 percent of each month. 8.2 Performance Reporting The successful Respondent shall: 1) Report the performance measurements of the ALI-LVF and services, including the SLAs and metrics utilized to formulate the performance measurement on a monthly basis. 2) Develop and report on metrics that measure the data quality of Statewide ALI Database worked by Customers, by Customers and as a whole.

25 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services 3) Automate and make reports available to Commission and Customers via the UI, within three business days of the close of the reporting interval. Respondents must describe their performance reports and reporting process; the UI feature used to access the performance reports; and the control structure utilized to ensure the accuracy of the reported data.

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26 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services 9 Project Management For each phase of the ALI-LVF implementation, the successful Respondent shall: 1) Meet the implementation success criteria for that phase; 2) Provide project management and designate a Project Manager as the single point of contact; and 3) Report on the status of the project until the success criteria has been met; 4) Provide a project plan, within 30 days the implementation phase is initiated. Commission must agree to timelines, procedures and responsibilities, identified in the plan; 5) Develop and provide test plans, within 30 days prior to testing. Commission must agree to the strategy used to verify and ensure the ALI-LV meets its functional requirements in terms of test coverage, test methods and test responsibilities, identified in the plan; 6) Conduct tests utilizing the approved test plans; and 7) Provide test documents verifying success, upon completion of testing. Respondents must identify any limitations and constraints to the meeting the requirements above. 9.1 Statewide ALI Database Implementation Success Criteria 1) On or before Statewide ALI Database Implementation Completion Date, the successful Respondent shall demonstrate the following: (a) ALI delivery and interoperability with ALI databases and ALI DBMS operated by other SPs in Texas for every Customer PSAP for wireline, wireless, static and dynamic interconnected VoIP 9-1-1 calls, and text messages. (b) Automatic referral of CSPs’ subscriber documents that fail quality control and/or MSAG validation. (c) Effected Customer requested changes and referred Customer change requests with errors for each type of change requests. (d) Monitoring and notification of incidents of loss of connectivity between Customers’ PSAPs and the Statewide ALI Database.

27 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services (e) Access to the Service Bureau’s help desk vial via telephone, email and web portal. 2) The ALI-LVF shall report on the performance level for the ALI Delivery and Interoperability, 9-1-1 Data Management and ALI Data Network Services performance standards established in the Section 8.1, for three consecutive months during testing. Commission shall utilize the following to verify success and certify system functionality for this phase of the ALI-LVF implementation:  Customer validated test documents on the outcome of test plan execution;  Screen shots obtained from the UI and verified by Customers; and  Performance reports obtained from the UI; 9.2 MSAG & ALI Data to Geospatial Data Comparisons Implementation Success Criteria For three consecutive comparison cycles and before LVF Implementation Completion Date: (a) The ALI-LVF shall meet the MSAG & ALI Data to Geospatial Data Comparisons performance standards established in Section 8.1. (b) The ALI-LVF shall demonstrate access to results of the comparisons between Customers’ MSAGs and ALI data, and their geospatial data supplied by the state-level 9-1-1 Geospatial Database, via the UI. (c) The successful Respondent shall demonstrate results of the comparisons are exportable and consumable by COTS applications. Commission shall utilize the following to verify success and certify system functionality for this phase of the ALI-LVF implementation:  Customer validated test documents on the outcome of test plan execution;  Results of the comparisons obtained from the UI; and  Performance reports obtained from the UI; 9.3 Location Validation Function Implementation Success Criteria

28 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services 1) On or before LVF Implementation Completion Date, the successful Respondent shall demonstrate the following: (a) Validation of CSPs’ subscriber location information with LVF using Customers’ geospatial data supplied by the state-level 9-1-1 Geospatial Database, for CSPs using the SOI process. (b) Availability of location validation results to CSPs using the SOI process. (c) UI’s feature that enables CSPs to derive valid location information from Customers’ geospatial data for failed validation, and resubmit subscriber documents for location validation. (d) Redirected CSP subscriber documents associated with subscribers not in Customers’ service area. 2) The ALI-LVF shall report on the performance level for the Location Validation Function performance standard established in the Section 8.1, for three consecutive months during testing. 3) Monthly summary report of location validation activities and results, for three consecutive months during testing. Commission shall utilize the following to verify success and certify system functionality for this phase of the ALI-LVF implementation:  Customer validated test documents on the outcome of test plan execution;  Screen shots obtained from the UI and verified by Customer ;  Monthly summary reports obtained from the UI; and  Performance reports obtained from the UI; 9.4 Validate VoIP CSP Subscriber Location Information Implementation Success Criteria If service is elected, the successful Respondent shall demonstrate the following: (a) Validation of VoIP CSP subscriber location information with LVF using Customers’ geospatial data supplied by the state-level 9-1-1 Geospatial Database. (b) Availability of location validation results to VoIP CSPs. 29 RFO 477.4.00138

Bid Package 2

ALI-LVF & Services (c) UI’s feature that enables VoIP CSPs to derive valid location information from Customers’ geospatial data for failed validation. (d) Redirection of location validation requests that are not in the Customers’ service area. (e) Accurate monthly summary report of location validation activities and results. Commission shall utilize the following to verify success and certify system functionality for this phase of the ALI-LVF implementation:  Customer validated test documents on the outcome of test plan execution;  Monthly summary report obtained from the UI; and  Screen shots obtained from the UI and verified by Customer.

[The End]

30 RFO 477.4.00138

Bid Package 2

APPENDIX A – Information Resources Security Safeguards A) Account Management: Provide the rules for establishing user identity (user name construct), administering user accounts (add, changes, deletes), and establishing and monitoring user access to information resources (who approves, form to use, process it goes through) B) Administrative/Special Access: Provide the rules for the creation, use, monitoring, control, and removal of accounts with special access privileges C) Backup and Recovery: Describe the process in place for the backup, storage, and recovery of electronic information D) Configuration Management: Provide the process for controlling modifications to hardware, software, firmware, and documentation to ensure the information resources are protected against improper modification before, during, and after system implementation E) Incident Management: Provide the requirements for dealing with computer security incidents including prevention, detection, response, remediation, and reporting F) Identification/Authentication: Describe the rules for verifying the identity of a user, process, or device, as a prerequisite for granting access to resources in the respondents information system G) Intrusion Detection: Provide requirements for auditing, logging, and monitoring to detect attempts to bypass security mechanisms of information resources H) Physical Access: Provide rules for the granting, control, monitoring, and removal of physical access to information resources I) Security Monitoring: Provide the process to ensure information resources security controls are in place, are effective, and are not being bypassed J) Third Party Access: Provide the rules for contractor, vendor, and other third party access to information resources, support services and responsibilities for protection of information A-1

APPENDIX A – Information Resources Security Safeguards K) System Identification/Logon Banner: Describe system identification/logon banners and if they have the following warning statements: i) Unauthorized use is prohibited; ii) Usage may be subject to security testing and monitoring; iii) Misuse is subject to criminal prosecution; and, iv) Users have no expectation of privacy except as otherwise provided by applicable privacy laws L) Data Destruction: Describe the process for removing data from information resources that are being removed from service [The remainder of this page has been intentionally left blank]

A-2