Computer Aided Dispatch Replacement

SCOPE OF SERVICES

The City is now seeking a new Computer-Aided Dispatch (CAD) software (the “New CAD System”).
The following describes the use of the existing CAD system which is intended to be reflected in the New CAD System. The CAD system is a key primary tool used by 9-1-1 call takers and fire dispatchers to manage every facet of an emergency and non-emergency call. The CAD system is used to capture the name, phone number, and address/GPS location of the 9-1-1 caller. When a caller requires help from a Fire Department, the CAD system is used to display the location on a map/zone and allocate dispatch resources. Surrey Fire Services regional dispatch centre processes approximately 115,000-120,000 incidents and receives 20,000 incoming 9-1-1 calls annually. Surrey Fire provides fire dispatching services to over 50 fire departments across British Columbia, with a mix of urban and rural clients which stretch from Vancouver Island to the Alberta border. Surrey Fire also provides after hours public works services to 11 municipalities and after hours Bylaws services to the City of Surrey. There are 5-7 staff working at any given time and work as both call takers and dispatchers.

(a) Current State
The existing CAD system has been reliable, but it is aging and has declining availability of product support. As our dispatch area and service expectations grow, there is a need for a more advanced, adaptable system.

(b)Target State
The New CAD System is implemented and allows Surrey Fire Regional Dispatch to effectively manage every face of an emergency and non-emergency call.
Key functionality should include:

•9-1-1 Call Handling – the New CAD System can perform 9-1-1 Call Handling (i.e., NG911 Canada, E911), with the capability to send multi-modal notifications. The New CAD System will also need to be able to receive Emergency Health Service (BC Ambulance Services) calls through a TCP/IP based interface using XML. Functionality should include the use of mobile terminals on the fire trucks and in the hands of responders in the field. As Surrey Fire dispatches for multiple jurisdictions, the New CAD System will require a flexible response logic, to meet the unique CAD logic needs per client.

•Emergency and Non-Emergency Call Processing – The New CAD System will have the ability to differentiate between an emergency and non-emergency call. It will also have the ability to differentiate between fire related incidents, after hours public work incidents, and after hours bylaw incidents.

•Customization and Configuration – The New CAD System will have the ability to collect custom data points and allow for custom integrations, with the ability to sort and filter by jurisdiction. The New CAD System will have the ability for real-time import and export of data (i.e., open system).

ADDENDA
If the City determines that an amendment is required to this RFP, the City Representative will issue a written addendum by posting it on the BC Bid Website at www.bcbid.gov.bc.ca and the City Website at www.surrey.ca (collectively, the “Websites”), and upon posting, any addenda will form part of this RFP. It is the responsibility of Proponents to check the Websites for addenda. The only way this RFP may be added to, or amended in any way, is by a formal written addendum. No other communication, whether written or oral, from any person will affect or modify the terms of this RFP or may be relied upon by any Proponent. By delivery of a Proposal the Proponent is deemed to have received, accepted and understood the entire RFP, including any and all addenda.

All inquiries related to this RFP should be directed in writing to purchasing@surrey.ca.