Provision of Design, Implementation, and Maintenance of an E911 Community Engagement Solution on a Multi-Year Contract

Gwinnett County seeks a vendor to design, implement, and maintain a cloud‑based E‑911 community‑engagement (post‑call survey) solution. The contract will cover full SaaS delivery, integration with the County’s CentralSquare CAD system, compliance with extensive security and privacy standards (FedRAMP, ISO 27001, SOC 2, HIPAA, CJIS, WCAG AA), 24‑×‑7 support, training, documentation, warranty, and ongoing roadmap updates. The solution must automate survey distribution via SMS, provide dashboards and analytics, and meet ADA accessibility requirements. The award will be a single‑source multi‑year contract with annual renewal unless terminated. • Design and configure a SaaS platform that ingests CAD data and sends automated SMS surveys. • Provide full‑service maintenance, 24/7 support, training, and a minimum 12‑month warranty. • Meet stringent security, privacy, and certification requirements (FedRAMP, ISO 27001, SOC 2, HIPAA, CJIS, WCAG AA). • Deliver integration, reporting dashboards, multi‑language support, and disaster‑recovery planning.