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HomeMy WebLinkAboutMINUTES - 07232002 - C84 TO: BOARD OF SUPERVISORS Contra FROM: INTERNAL OPERATIONS COMMITTEE Costa DATE: JULY 23, 2002 County SUBJECT: STATUS REPORT OF RFI FOR • NEW EMERGENCY TELEPHONE NOTIFICATION SYSTEM SPECIFIC REQUEST(S)OR RECOMMENDATION(S)&BACKGROUND AND JUSTIFICATION RECOMMENDATIONS 1. ACCEPT report on the status of the Request for Information for a new emergency telephone notification system. 2. DIRECT the Health Services Department to conduct interviews with the top three ranked vendors and return to the Internal Operations Committee in September with a ranked list of recommended vendors and cost information. BACKGROUND On November 6, 2001, the Board of Supervisors referred to the Internal Operations Committee (IOC) the development of a request for proposals (RFP) for a new emergency telephone notification (ringdown) system similar to the current Community Alert Network (CAN) system. A request for information (RFI) was made in October 1999 to evaluate the status of the County's system and to determine the state of the art for emergency telephone notification systems. As a result of the 1999 RFI, the evaluation team ranked the CAN system first, and the Board of Supervisors decided to continue the CAN contract. However, the Board also approved the notion of reviewing the contract again in two to three years, after other system providers gained experience in the industry. At its March 4, 2002 meeting, the IOC directed Lewis Pascalli, Hazardous Materials Program Manager, to develop an RFI along the lines of the 1999 RFI, but with the addition of incentives and penalties based on expected performance. On April 15, the IOC approved the RFI prepared by Mr. Pascalli and directed that it be seat out with a response deadline of May 31, 2002. On July 15, Mr. Pascalli provided the IOC with the attached report on the RFI results. Of the five responses received, the screening committee (see attached) eliminated two vendors and was unable to rank the top three based only on the written proposals. Therefore, the IOC recommends that the Board direct the Health Services Department to schedule vendor presentations to the screening committee from the top three vendors. Based on the presentations, the screening committee would prepare a ranking for consideration by the IOC, for ultimate consideration by the Board of Supervisors. CONTINUED ON ATTACHMENT: YES SIGNATURE: RECOMMENDATION OF COUNTY ADMINISTRATOR RE APPROVE OTHER COMMEN� T! OF BOARD COMMITTEE / SIGNATURE(S): WRK DeSAULNI-EIr �4YLE E3. Uf ACTION OF BOARD ON 1 A ...-gppROVE AS RECOMMENDED OTHER VOTE OF SUPERVISORS I HEREBY CERTIFY THAT THIS IS A TRUE AND CORRECT COPY OF AN ACTION TAKEN UNANIMOUS(ABSENT 2 ) AND ENTERED ON THE MINUTES OF THE BOARD OF SUPERVISORS ON THE DATE AYES: NOES: SHOWN. ASSENT: ABSTAIN: s` ATTESTED CONTACT: JULIE ENEA(925)335-1077 JOHN SWEETEN,CLERK OF THE BOARD OF SUPERVISORS AND COUNTY ADMINISTRATOR CC: INTERNAL OPERATIONS COMMITTEE STAFF COUNTY ADMINISTRATOR HEALTH SERVICES DIRECTOR r'J HAZMAT PROGRAM DIRECTOR e/ By 114 ,DEPUTY CONTRA COSTA COUNTY HEALTH SERVICEs DEPARTMENT HAZARDOUS MATERIALS PROGRAMS 11 JUL 02 TO : Contra Costa Beard of Supervisors Internal Operations Committee (IOC) FROM : Lewis G. Pascalli, Jr.,Director, Hazardous Materials Program SUBJ : PROGRESS REPORT TO THE INTERNAL OPERATIONS ;REQUEST E 15 JUL 02-EMERGENCY TELEPHONE RING DOWN SYSTEM (ETR FOR INFORMATION Reference is made to the Board referral of 6 NOV 01 regarding the review of vendors providing ETRDS services and the attached documents. On direction from the Internal Operations Committee (IOC), Health Services developed a process to handle the development of a vendor list and protocol to receive, evaluate and recommend back to the IOC a vendor that would provide ETRDS services that meet the needs of the County. ACTION REQUESTED. Accept this Progress Report and direct the Health Services Department to evaluate a personal presentation of the three (3)highest, closely ranked vendors. A final report and recommendation will be made following the presentations. BACKGROUND: On direction from your Committee,the Health Services Department developed a list of eight(8) vendors comprised by referral and Internet search that could meet the requirements of our Request for Information(RFI). A letter with the RFI (see Attach I)was sent on 18 APR 02 to the eight(8)vendors with a hard return date on close of work FRI, 31 MAY 02. We received five (5)RFI's. A panel of five(5)(see Attach II)reviewed the RFI's and completed their evaluation sheets (see Attach 111). In a meeting,the Evaluation Committee(EC) discussed the RFIs,the impressions the RFI's made on each member, and after much deliberation ranked the RFI's.No consensus was reached. The top three (3)vendors were closely ranked and the EC agreed to offer to the three (3) companies an opportunity to make a personal presentation to the EC. After the presentations,the committee will make a final determination on the ranking of the top three (3). Page 1 of 2 CONTRA COSTA COUNTY HEALTH SERVICES DEPARTMENT HAZARDOUS MATERIALS PROGRAMS SUMMARY: The EC reviewed the submitted RFls with no consensus being reached on the rankings. The Health Services Department is requesting that the 10C direct the EC to hold individual presentations by the three (3)highest ranked vendors. After the presentations, a final ranked recommendation will be returned to the 10C for discussion. Page 2 of 2 + ISI i Wtt.t.lAM B. WALKER, M. D. ilEALTH SERyices DRECToR HAZARDOUS MATERIALS PROGRAMS LEWtS G. PAscnt.l.t.IR..EscZ 4333 Pacheco Boulevard D}RECTOR .. Martinez, California ..r' `` 94553-2295 - CONTRA COSTA Ph (925) 646-2286 HEALTH SERVICES Fax(925) 646-2073 18 APR 02 �I RE: REQUEST FOR.INFORMATION(RFI)CONTRA COSTA COUNTY EMERGENCY TELEPHONE RING DOWN SYSTEM Dear Mr. Guidetti: Contra Costa's Hazardous Materials Programs,a Division of the Contra Costa Health Services Department, is seeking information from potential vendors to evaluate their ability to provide services to the County for an Emergency Telephone Ring Down System(ETRDS). Your company has indicated an interest in submitting a response to this RFI. Contra Costa County has a Community Warning System(CWS),with a number of components,which is used to notify the community of emergent situations. This system, when activated,provides information to the community and may require them to take action.A critical component is the ETRDS. This component provides information to the i community during hazardous materials incidents,floods,fires,detainee walk sways, missing children; and hostage situations. This RFI is primarily directed at evaluating a potential vendor's ability to provide ETRDS services to the Emergency Agencies of the County. This service is needed when a county Emergency Agency staff member makes a call to the vendor,at any time of the day,from either a hard line phone,a cell phone or requests by electronic means to have prerecorded,as well as,real time messages sent,in English, as well as,other languages, to telephones in a designated area of Contra Costa County. We have set up a formal process for this RFI. This process includes a hard due date for submission of your response; a formal review panel process; and review and approval by the County's Board of Supervisors after a report is made to them by the review panel. A contract may be issued to the highest ranked vendor,after direction from the Board. NoTiv $ Contra Costa Community Substance Abuse Services • Contra Costa Emergency Medical Services • Contra Costa Environmental Health • Contra Costa Health Plan Contra Costa Hazardous Materials Programs •Contra Costa Mentaf Health * Contra Costa Public Health • Contra Costa Regional Medical Center * Contra Costa Health Centers r The absolute due date for your response to be received is by the close of work on FRT, 31 MAY 02. Your single,unbound,unstapled submission will be delivered to: Contra Costa Hazardous Materials Programs 4333 Pacheco Blvd. Martinez, CA 94533 Attn: Robin Bedell-Waite Robin Bedell-Waite, an Administrator Manager has been appointed from the Hazardous Materials Programs Division to oversee this RFI process. She can be contacted at(925) 646-2286, if you have any questions. A five(5)member review panel has been set to review and evaluate the responses received by the due date. The members include a representative from the Contra Costa Health Services Department Hazardous Materials Division,a Contra Costa Industry representative,a representative of the community, a member of the County's Office of Emergency Services,and an elected representative from a county City Council. The County Board of Supervisors is comprised of five(5)elected representatives from the five Districts of the County. They will review and act on the recommendations sent to them by the review panel. Thank you for response to the RFI. Very truly yours, Lewis G. Pascalli,Jr. CONTRA COSTA COUNTY TELEPHONE RING-DOWN SYSTEM REQUEST FOR INFORMATION Please answer the following questions in the order asked. Your answers should be as complete and current as possible. If specific information such as names and addresses of clients you provide services to is requested, please provide them. If you choose not to provide this information, state the reason(s). If you choose to write your responses on this form, please print clearly and use additional paper as necessary. 1. How many years has your company provided this Ring--Down service? 2. blain in detail what procedure, or check list of action Items; etc., a user of your system will go through to Initiate anactivationand what occurs at your end until cults go out to the notification area. What is the timing involved using your procedure or checklist from the initial user call into your system until the first call goes out? 3. Can you receive this Information through an electronic means? If so, what kind of security is in place to ensure the data is from Contra Costa County? Describe in detail. 4. Do you have a security procedure(s) built into your system to assure user authenticity and authority? Explain in detail 5. Explain in detail how the changes and pricing of your service is done. Is there an initial set up charge, annual charge; and per activiation fee? How would your charges and fees be structured for a Cardomia County with a one million population? 6. Do you have any entire counties or major cities as clients? If yes, what is the name of the largest jurisdiction that is your client? Give population number. How long have they been your clients? 7. How many clients do you currently have? Give names and addresses for reference checking. How long has each one been a client? 8 How many calls can your system make simultaneously? Do you plan on increasing the number of calls your system can make at one time? If yes, when and to what number? 9 Have you discussed with the local service provider(such as Pacific Bell)the number of calls allowed into a service area at one time? If yes, what is the number of calls that the service provider would allow into the service area without disrupting service to that area? 10. Given a 60-second message what is the maximum amount of calls that your system can complete in an hour? 11. Can every step needed to activate your system in an emergency be done with one (1) phone call by the client; that is, to activate the system to make phone calls, record a message(s), activate more than one list or notification area? 12. (a) Does your system give messages in other languages? (b) if yes, then explain in detail how your system gives these messages. In your response, consider but do not limit the answer to include whether or not the non-English messages can be sent discretely and simultaneously with the English message; and whether the message must be recorded on the same message so that each person receiving the call hears all the languages. (c) Can your system target specific addresses for specific languages so that your system can make calls radiating from the incident location in the normal sequence and order, but provide the non-English language when the non- English address is reached? 13. If you answered yes to question 12, give the name, address, telephone number and contact person of all your clients using or have used this function of your system. 14. Explain in detail how your system identifies and reaches TDDfM machines. 15. With each and every activation, can the residence being reached have the choice to allow the message to be repeated or not? If yes, how? What impact does this have on the timing of calls? 16. Can your system identify whether a call is answered by an answering machine? If yes, describe in detail how answering machines are detected. if the identification is not 100% accurate, how does your system compensate for the lesser%? 17. Will your system leave messages on answering machines? A complete message? 18. Do you have a completely redundant backup system and location from which the notification calls can be made if the primary activation system or location should fail? 2 9 9. How many geographic locations doe you have from which oils can be made? If you answered-mare than one, give the locations. Do you have power back up at all sites? 24. (a) Is your service staffed 24 hours a day 7 days a week'? If not, please explain why. (b) How experienced and trained are these staff"?What training is given to these staff? (c) Haw many trained operators do you have? How are your shifts staffed? 21. How do you work with the data you receive from your clients or service providers (telephone company)to assure that it as complete, uncorrupted and accurate as passible? ltltill your phone system recognize in the data base- "North Main Stmt; No. Main; No Matin, No. Main St; No Main St.; No Main Street; and No. Main Street"as the same street when notification call is requested for"North Main Street'"? If your system does not recognize all of the above as the same street, how does your system compensate for this? 22. Hoes your system have a "safety net"built in so that if a client asks for"A"street in a particular city to be called, "A"street in another city is not also called? Explain in detail haw this is done to assure that the correct people are being called. 23. Can your system make calls to all but one specific house in a notification area (i.e. a SWAT situation)? Can you give half of the notification area one message and the other half another message simultaneously? Describe. 24. After an incident requiring notification has occurred, is your system capable of supplying information immediately following the use of the system on the number of calls made,the telephone numbers and street addresses actually called,the numbers of those who actually received the call,the data,the time of each call, the numbers that were busy, the number of attempts made for each number;and the numbers that were successfully contacted? If the answer to the above is yes, please provide details on the report generating system. How soon, after the notifications have ended` can the reports be generated? Can you supply all of the numbers called with the status for each number(busy, complete, no answer, operator intercept, etc.) electronically preferably in Microsoft Excel format? If so how soon after the incident? 25. [does your system have the capability to play back the recorded message to the initiating agency at the time of the emergency, as well as, past activation? How long is the information that would be needed for the post activation reports and the recorded message kept? 3 26. How do you assure that your system is competitive and up to date as practicable? 27. When several people answer calls to a notification area simultaneously or within seconds of each other will your system give each one answering the complete message or just part of it? 28. Will your system deliver messages to cellular phones? If yes, briefly explain in detail how this works. 29. Does your system have the ability to reach pagers? If so, briefly explain how this works. 30. How do you obtain the phone numbers and addresses for the system database? Does this include unlisted telephone numbers? 31. If you include unlisted information, how do you assure confidentiality of the system information? 32. How often do you update the data? 33. Can your system be updated monthly with a 9-1-1 database provided by the County? 34. What kind of security procedures do you have in place to assure security of your system and that of client data? 35. Does your system have interactive capability allowing those called to respond to questions using their touch-tone phone? if yes, is this capability available in different languages? If so, give the details of how those responses are documented and give to the client? 36. Does your system have the ability to call pre-established notification areas? If so, can the calla be programmed to be called in a specified order? If yes, give us the names and contact numbers of three(3)clients who have and use this function. 37. Can your system be given an area to notify (not pre-programmed)at the time of the emergency? Explain in detail the information the client would need to provide and what you do with that information to assure calls are made to the appropriate area. 38. Can this area be designated electronically (GIS)? If yes, how is this done? 39. What kind of technical support and training do you provide? How often is the training provided? 4 40. Describe a performance standard that your company would agree to incorporate in a contract for services. The performance standard you describe may incorporate incentives and awards for flawless service, as well as, penalties for less than timely, complete and accurate service. 41. What additional information would you like us to consider in reviewing your company and system capabilities? 5 CONTRA COSTA EMERGENCY TELEPHONE RING DOWN SYSTEM RFI REVIEW PANEL HEALTH SERVICES DEPARTMENT Luis G. Pascalli, Jr. 4333 Pacheco Blvd. Martinez, CA 94553 INDUSTRY Ric Bonner Ultramar Diamond Shamrock 150 Solano Ave. Martinez, CA 94553 ric—bonner@udscorp.com COMMUNITY REPRESENTATIVE Ralph Sattler 1204 Ulfinian Way Martinez, CA 94553 rrjsattler@aol.com COUNTY OFFICE OF EMERGENCY SERVICES Steven Rathbone, Sr.,Emergency Planner 50 Glacier Dr. Martinez, CA 94553 sratb@so.co.contra-costa,ca.us ELECTED CITY OFFICIAL Marr.Ross, Vice Mayor City of Martinez 928 Main Street Martinez, CA 94553 votefrndly@aol.com CONTRA COSTA HAZARDOUS MATERIALS PROGRAMS TELEPHONE RING-DOWN SYSTEM EVALUATION SHEET Company Mame: Score each area from 0-10. Make any notation you feel is important. 1. Relevant experience in the provision of telephone ring-down service. (years of service, years in California, years in jurisdictions similar to Contra Costa County) 2. Clients served and identified are similar to Contra Costa County. (size, industry a major component) 3. Ability to provide rapid response during an emergency. (ease of activation procedures, fully trained staff on duty 24 hours/day, capable of inputing predetermined notification zones) 4. Ability to provide multi-language messaging during an emergency to discrete phones with minimal time and resource requirements of the Health Department staff. 5. Available backup redundant facilities with trained staff at separate locations that can provide notification, in case there is an emergency at their primary site. 6. The number of 60 second calls that the company can make in an hour or at one time. 7. Now soon the company can provide reports after the activation of the system to the client. (how soon, is a list of numbers called provided, type of report, number of calls made, how many answered on 1 st, 2"d & 3rd attempts) 8. Does the company get telephone data base updates from the service provider or the client. (how often does it obtain the updates, how fest can it integrate the information into the database) 9. Does the company provide training to the client. (initially, when their system changes, at what cost, for a limited time) 10. Now up to date and competitive with system upgrades are they. 11. Overall impression that all the questions asked were answered to our satisfaction. TOTAL SCORE Evaluator's Signature pate 1/1/02