SW-119592 - USA (Minnesota) - Cloud-Based Next Generation 9-1-1 Call Handling Solution - Deadline October 27,2026

(1) Vendor needs to provide cloud–based next generation 9–1–1 call handling solution (CHS).– System supports emergency voice communications, Text–to–9–1–1, administrative call processing, and interfaces with CAD, recording systems, and administrative telephony services.– Solution shall support interoperability with external 9–1–1 systems for the receipt of transferred emergency calls.– Solution shall support standards–based SIP call handling sufficient to receive transferred 9–1–1 calls.– Cloud–based CHS shall utilize geographically distributed infrastructure such that failure of a single data center or geographic region does not interrupt 9–1–1 call handling operations.– Solution shall be fully resilient and fault tolerant, providing end–to–end redundancy across cloud infrastructure, network connectivity, data processing, and application services, with no single point of failure.– Solution shall be provided as a secure, cloud–based platform that supports remote dispatch positions without reliance on agency–hosted core infrastructure.– Solution shall utilize IP–based connectivity between remote dispatch positions and the cloud–hosted system using secure, end–to–end IP communications.– CHS shall support distributed call–taking operations beyond primary and backup facilities during emergency or contingency conditions.– Solution must display to the call taker the call type when the call–taker is searching for IRR recordings (9–1–1, administrative, Text–to–911, Real Time Text (RTT), etc.).– For text calls the application automatically includes the caller’s Call Back Number in the text associated with each recording.– System is utilized by dispatch supervisors and other authorized operational personnel to support transferred 9–1–1 call handling, administrative call handling, and interagency operational coordination.– Provide real–time display of emergency, administrative, and non–emergency call queues.– Display calls waiting, longest wait time, answer rate, and abandonment rate by queue and defined reporting interval.(2) All questions must be submitted no later than October 2, 2026.(3) A pre–bid meeting will be held on September 29, 2026.