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HomeMy WebLinkAboutMINUTES - 03132007 - D.2 MAR. 9. 2007 9: 10AM EMERGENCY SERVICES 0. 1608 eD, TO: BOARD OF SUPERVISORS o n l l Ca . „ FROM: WARREN P.RUPF, SHERIFI;-CORONER ��, Costa �6 f DATE: MARCH 3,2007 County n ty Q� J SUBJECT: CONTRACT FOR TELEPHONE EMERGENCY NOTIFICATION(RINGDOWN)SYSTEM PROVIDER SPECIFIC REQUBST(S)OR RECOMMENDATION(S)&BACKGROUND AND JUSTIFICATION RECOMMENDATION: APPROVE and AUTHORIZE the Sheriff-Coroner,or designee,to execute a contract with Honeywell,Inc., in an annual amount not to exceed$97,155 to provide telephone emergency notification system services, subject to approval by the County Counsel and County Administrator,for a period of up to five years beginning April 1,2007. FISCAL IMPACT: The cost of the TEN'S contract is funded completely through Certified Unified Program Agency(CUPA) fees. CONTINUED ON ATTACHMENT: YES SIGNATURE: ✓IFECOMMENDATION OF COUNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE �~ L- APPROVE OTHER 51GNATURE(5): ACTION OF B06RD N 1Y4 PROVE AS RECOMMENDED OTHER �B VOTE OF SUPERVISORS I HEREBY CERTIFY THAT THIS IS A TRUE AND CORRECT COPY OF AN ACTION TAKEN UNANIMOUS(ASSENT / ) AND ENTERED ON THE MINUTES OF THE T BOARD OF SUPERVISORS ON THE DATE AYES: NOES: SHOWN. ABSENT: ABSTAIN: ATTESTED, MARCH 13,2007 CONTACT: JULIE ENEA(925)335-1077 JOHN CULLEN,CLERK OF THE BOARD OF SUPERVISORS AND COUNTY ADMINISTRATOR CC: /GENERAL ERNAL OPERATIONS COMMITTEE STAFF RIFF-EMERGENCY SERVICES DIVISION NTY ADMINISTRATOR LTH SERVICES-HAZARDOUS MATERIALS PROGRAM SERVICES DIRECTOR GSO-PURCHAStNG SERVICES MANAGER -�e�O [ By , MAR. 9. 2007 9: 10AM EMERGENCY SERVICES KIM P. 3 Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 2 BACKGROUND: On March 6,2007,the Board of Supervisors authorized the Office of the Sheriff to negotiate with Honeywell,Inc.,for the provision of Telephone Emergency Notification System(TENS)services with specific direction that Honeywell's system should be tested and deemed satisfactory before a contract is executed and that vendor references be provided to the Board by March 13,along with the key contract provisions. The key contract provisions will include: • Specification of the features of the service and a commitment by the vendor to a minimum of 99.9% system availability; • Retention by the County of an annual incentive reserve amounting to 15%of the annual fee,payable only if the service meets the performance standards set forth in the Service bevel Agreement;and, • Provision for prompt termination of the contract by the County in case of failure by Honeywell to perform in accordance with the Service Level Agreement. The pre-contract test will verify: • Interoperability of the vendor's"SOAP API"interface with the County's integrated alerting control system utilizing the Common Alerting Protocol standard; • Automated activation of the TENS from a refinery control center by way of the County's integrated alerting control system to a test group of telephone numbers;and, • Capability to include in all messages the control tones required for the Automated Translation Devices currently being tested in the Lao community. Reference checks have been conducted and the results are attached. Initial agreement language has been received and provided to County Counsel for review. The Sheriff will continue to work with the Internal Operations Committee on TENS activation protocols as previously requested by the Boatd. ADDENDUM TO D.2 MARCH 13, 2007 On this day, the Board of Supervisors considered approving and authorizing the Sheriff- Coroner, or designee, to execute a contract with Honeywell, Inc., in an annual amount not to exceed$100,000 to provide telephone emergency notification services for a period of up to five years, subject to approval by the County Counsel and County Administrator. Lieutenant Jeff Hebel, Art Botterell, and Captain Ryan, of the Office of the Sheriff, presented a report on the progress of the Telephone Emergency Notification System (TEMS). He stated that at the Board's direction, terms were negotiated for a contract with Honeywell, Inc., for the work previously done by Dialogic Systems. Captain Ryan noted the direction previously received to set up a test of the system before any contract is finalized, and asked the Board to approve this contract after satisfactory completion of a test. Supervisor Gioia clarified under the new contract, which would take effect April 1, the county would hold back about 15 percent of the annual payments and only award them if Honeywell performed the emergency calls in a timely, effective manner. He stated this would be a financial protection for the County and greater incentive to the vendor. He said he was not sure 15 percent was enough and said the more that is held back the better. Supervisor Gioia said it would be good to put in the agreement that calls should be made within X number of minutes. Mr. Botterell said currently language is being negotiated to address issues of accurate delivery and timely activation. He said although the vendor could generate thousands of simultaneous phone calls, there is no guarantee from any vendor the telephone system will be able to process all calls simultaneously. Supervisor Gioia requested Mr. Bottrell to define prompt activation in the contract to Honeywell Inc., and suggested that a memo be addressed to the County Administrator to provide the Board of Supervisors with the results of the test. Referring to question 11 in the Reference Questionnaire"What kinds of service do you use this vendor (e.g., emergency notification,planned community calls, staff calls)? where several customers answered"staff notification" Supervisor Uilkema asked Mr. Bottrell if this was the flow of work notification for the public. Mr. Bottrell said the current system is not used for industry accidents. He explained the process of activation goes from push button device or the computer terminal to the control system and automatically to the TEMS. He noted the current vendor cannot support this and the new technology could be automated. He said this was a quantum leap in the capability of technology. Supervisor Uilkema said the chain of command needs to be defined as to whom should be notified in case of any crises. 1 Supervisor Gioia asked Mr. Cottrell to reassemble the group and have a discussion including the presentation to the Board on the review of the protocol. By a unanimous vote,with Supervisor Glover absent the Board took the following action: APPROVED and AUTHORIZED the Sheriff-Coroner, or designee, to execute a contract with Honeywell, Inc., in an annual amount not to exceed$97,155 to provide telephone emergency system services, subject to approval by the County Counsel and County Administrator for a period of up to 5 years beginning April 1, 2007; REQUESTED Office of the Sheriffs Department Office of Emergency Services staff to define chain of command in case of refinery incidents and other crises; and REQUESTED Office of the Sheriff's Department Office of Emergency Services staff to define "prompt activation"in the contract to Honeywell Inc.; and REQUESTED Office of the Sheriff's Department Office of Emergency Services staff to send a memo to the County Administrator to provide the Board of Supervisors.with the results of the system test. 2 MAR. 9, 2007 9: 10AM EMERGENCY SERVICES N0. 1608 P. 4 Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 3 Reference Questionnaire for Potential TENS Vendor 216107 Vendor. Honeywell Customer. Applied Materials,Inc. Contact_ Raelene Wong Phone: 408-663-6783 Interviewer: Jeff Hebel Date: March 7,2007 1. How long have you been using this vendor's services? Two years. 2. On about bow many occasions have you actually used their system for emergency public notification? Approximately 1.00 times. 3. About how large was the largest (in terms of numbers called) single unscheduled public notification you've performed using their service? What would you say has been the average size of such notifications? Approximately 500. 4. Based on that experience, would you describe the reliability of their system as: a) perfect,b)superior,c)acceptable,or d)less than acceptable? Superior. S. (If not"perfect"] Can you describe the nature of any problems you've experienced? In the development stage there were minor problems. MAR, 9, 2007 9: 11AM EMERGENCY SERVICES N0, 1608 P. 5 Telephone Bmergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 4 6. Compared with other vendors of technical products or services, would you describe their customer support, including troubleshooting and training, as: a) extraordinary, b)superior,c)standard,or d)other? Standard.They have also used Dialogic and were not happy with the service. 7. Compared with other vendors of technical products or services, would you describe their business practices, including responsiveness to customer needs and business ethics,as:a)extraordinary,b)superior,c)standard, or d)other? Superior.They are so pleased they are expanding the program to their international units and will have 15,000 contact in their database. 8. Could you please briefly describe any regular testing of the system that you perform, or that the vendor performs and reports to you? Tested quarterly. 9. Could you please briefly describe any performance incentive or penalty arrangements you have with this vendor? NA. 10.If you were re-evaluating vendors today,are there any other particular vendors you'd consider? What draws your interest in those vendors? They are not considering other vendors. 11.What hinds of service do you this vendor (e.g., emergency notification, planned community calls,staff calls)? Staff notification. MAR. 9. 2007 9: 11AM EMERGENCY SERVICES N0. 1608 P. 6 Telephone Emergency Notification System Contract Authorization March S,2007 Board of Supervisors Page 5 12.Have you used the vendor for multiple language calls? Is so,has this service been: a) extraordinary,b)superior,c)standard,or d)other? No 13.How well has the vendor been willing to work with you on any special requests that you have requested? Very willing to work with them on numerous special requests. 14.If the vendor stated any exceptions to the terms and conditions of the contact and/or service agreement, were they willing to negotiate to reach a mutually acceptable outcome? If so, can you elaborate as to what this vendor had exception with and the result of that discussion? No issues. 15.Thank.you. May we contact you again with any follow-up questions? Yes. MAR. 9. 2001 9: 11AM EMERGENCY SERVICES N0. 1608 P. 1 Telephone Emergency Notification System Contract Authorization March 8,2007 Board.of Supervisors Page 6 Deference Questionnaire for Potential TENS Vendor usro7 Vendor. Honeywell Customer: Pacific Gas and Electric Contact: Mike Clark Phone: 415-973-7455 Interviewer: Jeff Hebel Date: March 6,2007 X. How long have you been using this vendor's services? Since 2001 2. On about how many occasions have you actually used their system for emergency public notification? Regularly used during summer months,weekly. 3. About how large was the largest (in terms of numbers called) single unscheduled public notification you've performed using their service? 'What would you say has been the average size of such notifications? 3000.about the same 4. Based on that experience, would you describe the reliability of their system as: a) perfect,b)superior,c)acceptable,or d)less than acceptable? Superior 5. [If not"perfect"] Can you describe the nature of any problems you've experienced? No problems of note. MAR. 9. 2007 9: 11AM EMERGENCY SERVICES N0. 1608 P. 8 Telephone Eme bency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 7 6. Compared with other vendors of technical products or services,would you describe their customer support,including troubleshooting and training,as: a)extraordinary, b)superior,c)standard,or d)other? Superior 7. Compared with other vendors of technical products or services,would you describe their business practices, including responsiveness to customer needs and business ethics,as: a)extraordinary,b)superior,c)standard,or d)other? Superior S. Could you please briefly describe any regular testing of the system that you perform, or that the vendor performs and reports to you? 9. Could you please briefly describe any performance incentive or penalty arrangements you have with this vendor? 10.If you were re-evaluating vendors today, are there any other particular vendors you'd consider? What draws your interest in those vendors? MAR. 9. 2001 9: 11AM EMERGENCY SERVICES N0, 1602 P. 9 Telephone Emergency Notification System Contract Authorization March 8,2©Q7 Board of Supervisors Page 8 11, What kinds of service do you this vendor (e.g., emergency notification, planned community calls,staff calls)? Notifying medically fragile citizens when a rolling power outage may affect their medical apparatus 12.Have you used the vendor for multiple language calls? Is so, has this service been: a)extraordinary,b)superior,c)standard,or d)other? 13.How well has the vendor been willing to work with you on any special requests that you have requested? 14.if the vendor stated any exceptions to the terms and conditions of the contact and/or service agreement, were they willing to negotiate to reach a mutually acceptable outcome? If so,can you elaborate as to what this vendor had exception with and the result of that discussion? 15.Thank you. May we contact you again with any follow-up questions? Yes MAR. 9, 2007 9: 12AM EMERGENCY SERVICES N0, 1608 P. 10 Telephone Emergency Notification System Contract Authorization March 8,2007 Board.of Supervisors Page 9 Reference Ques ionnaire for Potentia!TENS Vendor 216107 Vendor: Honeywell Customer; State of California Department of Health Services Contact: Dr.Jeff Farrar Phone: 916-650-6590 Interviewer, Jeff Hebel Date: March 6,2007 1. How long have you been using this vendor's services? Five years 2. On about how many occasions have you actually used their system for emergency public notification? Approximately once per month. 3. About how large was the largest (in terms of numbers called) single unscheduled public notification you've performed using their service? What would you say has been the average sire of such notifications? 2000 4. Based on that experience, would you describe the reliability of their system as: a) perfect,b)superior,c)acceptable,or d)less than acceptable? "Extremely successfiil" S. [If not"perfect"] Can you describe the nature of any problems you've experienced? MAR. 9, 2007 9: 12AM EMERGENCY SERVICES NO. 1608 P, it Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 10 6. Compared with other vendors of technical products or services, would you describe their customer support,including troubleshooting and training,as: a)extraordinary,b) superior,c)standard,or d)other? Superior 7. Compared with other'vendors of technical products or services, would you describe their business practices, including responsiveness to customer needs and business ethics,as:a)extraordinary,b)superior,c)standard,or d)other? Superior 8. Could you please briefly describe any regular testing of the system that you perform,or that the vendor performs and reports to you? 9. Could you please briefly describe any performance incentive or penalty arrangements you have with this vendor? 10.If you were re-evaluating vendors today, are there any other particular vendors you'd consider? What draws your interest in those vendors? 11.What kinds of service do you this vendor (e.g., emergency notification, planned community calls,staff'calls)? Community tails to notify of food contamination events. MAR. 9, 2007 9: 12AM EMERGENCY SERVICES N0. 1608 P. 12 Telephone Emergency Notification System,Contract Authorization March 8,2007 Board of Supervisors Page 11 12.Have you used the vendor for multiple language calls? Is so, has this service been: a) extraordinary,b)superior,e)standard,or d)other? 13.How well has the vendor been willing to work with you on any special requests that you have requested? 14.If the vendor stated any exceptions to the terms and conditions of the contact and/or service agreement, were they willing to negotiate to reach a mutually acceptable outcome? If so, can you elaborate as to what this vendor had exception with and the result of that discussion? 15.Thank you. May we contact you again with any follow-up questions? Yes MAR, 9, 2007 9: 12AM EMERGENCY SERVICES N0. 1608 P. 13 Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page IZ Reference Questionnaire for Potential TENS Vendor 216107 Vendor: Honeywell Customer: Wayne County School District Contact: Mr.Sprunt Hill Phone: (919)731-5900 Interviewer: Eve Ridgers Date: March 8,2007 L flow Iong have you been using this vendor's services? This is the 4s'year. 2. On about bow many occasions have you actually used their system for emergency Public notification? In the winter they use it about once/meth for snow and tornado warnings. But it is used for information in addition to emergencies. 3. About how large was the largest (in terms of numbers called) single unscheduled public notification you've performed using their service? What would you say has been the average size of'such notifications? Approx 19,300 is the largest—used for the entire school district. On average,it's used for one school—approx 800-1000 homes. 4. Based on that experience, would you describe the reliability of their system as: a) perfect,b)superior,c)acceptable,or d)less than acceptable? Superior 5. [If not"perfect"] Can you describe the nature of any problems you've experienced? Wasn't thrilled with the computer voice,love the option to use their own human voice. Takes only 15-20 minutes to get out 19,000 calls. MAR. 9. 2007 9: 12AM EMERGENCY SERVICES NO- 1608 P. 14 Telephone Emergency Notification System Contract A.nthorization March 8,2007 Board of Supervisors Page 13 6. Compared with other vendors of technical products or services, would you describe their customer support,including troubleshooting and training,as:a)extruordinary,b) superior,c)standard,or d)other? Superior,nothing is perfect.Very customer friendly,and Honeywell wanted to form a partnership,which they have. 7. Compared with other vendors of technical products or services, would you describe their business practices, including responsiveness to customer needs and business ethics,as:a)extraordinary,b)superior,c)standard,or d)other? Superior. Honeywell will do whatever they tell you they will. Would like a quicker tura-around, but understand that it is a business they run. 8. Could you please briefly describe any regular testing of the system that you perform,or that the vendor performs and reports to you? 3-4 tests were run before signing of contract. Plus,did not begin service charge until after testing was completed satisfactorily. 9. Could you please briefly describe any performance incentive or penalty arrangements you have with this vendor? If Honeywell failed,Wayne County School District could opt out with 30 day notice. 10.If you were re-evaluating vendors today, are there any other particular vendors you'd consider? What draws your interest in those vendors? A company endorsed by the High School Principal's Assoc.,Dr Cosby was in charge. Maybe "Connect Ed"? [Probably NTI's "Connect-Ed"product,they responded to our RFP bud were unable to meet our requirement for text-to-speech capability.-ACB) 11.'What hands of service do you this vendor (e.g., emergency notification, planned community calls,staff calls)? Information,PTA,Bus Drivers,Staff,tornados,snow days,etc. MAR. 9. 2007 9. 13AM EMERGENCY SERVICES N0. 1608 P. 15 Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 14 12.Have you used the vendor for multiple language calls? Is so,has this service been: a) extraordinary,b)superior,e)standard,or d) other? Have had Spanish system for 1 year. Ok,but not perfect. 13.How well has the vendor been willing to work with you on any special requests that you have requested? They will do anything when asked. 14.If the vendor stated any exceptions to the terms and conditions of the contact and/or service agreement, were they willing to negotiate to reach a mutually acceptable outcome? If so, can you elaborate as to what this vendor had exception with and the result of that discussion? Yes.Very negotiable! 15.Thank you. May we contact you again with any follow-up questions? Yes,of course. MAR. 9. 2007 9: 13AM EMERGENCY SERVICES N0. 1608 P. 16 Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 15 Reference Questionnaire for Potential TENS Vendor zJsro7 Vendor: Honeywell Customer: Reed Unified School District Contact: .Charlie Kryszewski Phone: 416-924--8050 Interviewer. Eve Ridgers Date; March 8,2007 1. How long have you been using this vendor's services? 2 years 2. On about how many occasions have you actually used their system for emergency public notification? 3-4 emergencies,plus other uses 3. About how Marge was the largest (in terms of numbers caIIed) single unscheduled public notification you've performed using their service? What would you say has been the average size of such notifications? 700 is largest and avg. 4. Based on that experience,would you describe the reliability of their system as: a)perfect,b)superior,c)acceptable,or d)less than acceptable? Superior S. (If not "perfect"] Can you describe the nature of any problems you've experienced? MAR, 9, 2001 9: 13AM EMERGENCY SERVICES N0. 1608 P. 11 Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors page 16 6. Compared with other vendors of technical products or services, would you describe their customer support, including troubleshooting and training, as: a)extraordinary,b)superior,c)standard,or d)other? Customer support extraordinary,training superior 7. Compared with other vendors of technical products or services,would you describe their business practices,including responsiveness to customer needs and business ethics, as: a) extraordinary, b) superior, e) standard, or d) other? Superior 8. Could you please briefly describe any regular testing of the system that you perform,or that the vendor performs and reports to you? 1/month to staff 9. Could you please briefly describe any performance incentive or penalty arrangements you have with this vendor? Don't know 10.If you were re-evaluating vendors today, are there any other particular vendors you'd consider? What draws your interest in those vendors? No 11.What kinds of service do you this vendor (e.g., emergency notification, planned community calls,staff calls)? Emergencies,general info,bus is late,etc.. MAR. 9. 2007 9: 13AM EMERGENCY SERVICES N0. 1608 P. 18 Telephone Emergency Notification System Contract Authorization March 8,2007 Board of Supervisors Page 17 12.Have you used the vendor for multiple language calls? Is so,has this service been: a)extraordinary,b)superior,c)standard,or d)other? Yes,Spanish,has been very successful and receivers say it's very clear 13.How well has the vendor been willing to wort- with you on any special requests that you have requested? Really helpful! 14.If the vendor stated any exceptions to the terms and conditions of the contact and/or service agreement,were they willing to negotiate to reach a mutually acceptable outcome? If so, can you elaborate as to what this vendor had exception with and the result of that discussion? They seem to be very willing to negotiate,and offered to lower price when more schools were considering contracting with them. 15.Thank you. May we contact you agab with any follow-up questions? Yes