9-1-1 Text Message Survey Solution

Background

Sedgwick County, located in south-central Kansas, is one of the most populous counties in the state with a mission to provide a full range of municipal services including public safety. The county's Emergency Communications serves as the primary Public Safety Answering Point (PSAP), managing a high volume of emergency calls. Currently, there is no standardized method for collecting feedback from 9-1-1 callers, which limits the county's ability to assess service quality. The county aims to implement a post 9-1-1 text message survey solution to enhance feedback collection and improve customer service.

Work Details

The contractor will provide a 9-1-1 Text Message Survey Software Solution that includes: 1. Automated SMS surveys sent to 9-1-1 callers after specific incidents, with customizable questions and branding. 2. Integration with the Tyler Public Safety CAD system for automatic survey triggering based on CAD events. 3. A user-friendly dashboard for reporting and analytics, including response rates and trends. 4. Features for identifying dissatisfied callers and maintaining follow-up records. 5. Compliance with CJIS security requirements, ensuring data encryption and role-based access controls. 6. A detailed deployment plan covering installation, implementation, training, and project management.

Period of Performance

The contract will commence upon approval by the Board of County Commissioners and will last for one year, with two optional one-year renewals.

Place of Performance

The services will be performed in Sedgwick County, Kansas.

Bidder Requirements

Proposers must have at least five years of experience in providing similar services, demonstrate project management capabilities, comply with all applicable laws, and possess necessary insurance coverage including professional liability and cyber liability insurance.