NG911 Call Handling Solution

The Waukesha Communications Center (WCC) is seeking proposals from qualified and experienced vendors to replace and enhance their current NG911 call handling system with a fully i3 capable and enabled IP based NG9-1-1 compatible platform. This will be a turnkey solution with the successful vendor, hereinafter Contractor, responsible for all hardware, software and services necessary to fully implement the new system.

The intent of the Request for Proposal (RFP) is to request proposals from qualified vendors to replace the current NG911 call handling system, Motorola CallWorks, with state-of-the-art equipment capable of meeting today’s needs and those anticipated for the next several years.

WCC has 16 answering positions, two supervisor positions, and one on-site Embedded Mental Health Counselor position within the center’s communications room for a total of 19 positions.

The project scope of work and delivery of the NG9-1-1 system is defined by the services, performance expectations and equipment specifications listed herein.

• Provision and Installation of the Software solution
• Project Management
• Integration and Interface Development
• Implementation and Training Services
• Operational Redesign Assistance
• System Documentation
• System Implementation
• Technical Support Assistance
• Transition, Ongoing Support and Maintenance Services

The County is requiring a turnkey solution including all equipment, software, wiring, installation, system testing, and training in order to implement a successful system. The proposed solution shall accommodate current non-emergency and emergency (NG911) infrastructure currently in-place.

The Contractor will be responsible for removing all existing NG911 call handling system equipment that will not be used as part of the new solution, but only after acceptance of the new solution.

The system must interface with:

• Intergraph CAD system, version 9.4 (I/CAD 09.04.0000.64001).
• The County’s current non-emergency telecommunications provider, Spectrum (Charter Communications), used for administrative and 10-digit lines in use at WCC.
• The County’s AT&T ESInet platform.
• Eventide NexLog DX.
• ECaTS (Emergency Call Tracking System) analytics and reporting platform, receiving call data from the calling handling solution.

WCC requires sufficient licensing for 19 primary workstations and 6 remote positions.

The Contractor will be required to provide sufficient training to ensure that County personnel can effectively utilize and maintain the proposed system. [...] General user training prior to conversion for up to 60 personnel. [...] Manager/Supervisor Training if different than user for up to 10 personnel.

Proposal Responses must be submitted electronically via Waukesha County’s Bonfire portal. You must submit the RFP Signature page with your response. Be sure to acknowledge any amendments issued, if applicable, in the box located above the signature area.

Evaluation criteria

• Experience and Qualifications of Firm 10%
• Experience and Qualifications of Staff Assigned – Including subcontractors 15%
• Scope of Services 15%
• Technical and Functional Specifications 35%
• Cost 25%

Award will be made to the responsive, responsible Contractor who complies with the requirements and scores the highest total on the evaluation criteria as it pertains to the overall needs of Waukesha County.

Interviews may be required of selected finalists at their expense. Notice of Interviews: 12/18/2026. Interviews, if required: 1/4/2027 through 1/15/2027.

Firm/Company must have at least (5) years of experience in the provisioning of 911 Call Handling Solutions as applicable to your response.

Firm/Company shall provide a minimum of two references who are currently live in the State of WI, preferably on the ESInet environment.