PROPOSAL FOR COMPUTER AIDED DISPATCH & MOBILE DATA SYSTEM RFI County of Outagamie, WI Submitted July 8, 2016
RFI Information Description or Title: Submittal Address: Computer Aided Dispatch (CAD) and Mobile Data System Outagamie County Outagamie County Sheriff s Department Due date: July 8, 2016 12:00 PM CST Proposer s Information Contact Person: Scott E. Crouch CEO & Co-Founder Mark 43, Inc. 27 W 24 th Street Suite 501 27 West 24 th Street New York, NY 11211 Work Phone: (212) 651-9154 Email: scott@mark43.com
Contents SECTION A: LETTER OF INTRODUCTION... 7 SECTION B: PROPOSED SYSTEM OVERVIEW... 2 SECTION C: SYSTEM REQUIREMENTS... 4 SECTION D: SYSTEM COST... 9 ATTACHMENT: CAD SCREENSHOTS... 10 ATTACHMENT: CAD SERVICE LEVELS... 11
Section A: Letter of Introduction Mark43, Inc. 27 West 24th Street, Suite 501 New York, New York 10010 United States of America On Behalf of Mark43, I am proud to submit our response to the County of Outagamie, WI, Request for Information. The Mark43 Platform is the next generation of public safety software. It has been designed from the ground up with all levels of the department, from the patrol officer on the street to the command staff, in mind. Mark43 uses modern technologies to streamline dispatch workflows and it is a powerful analytics platform that can be used to develop strategic and operational insights. These benefits are delivered using a cloud-based deployment model to reduce the cost setup, support, and integration of new features. Our team is highly experienced in delivering solutions to agencies such as those within the County of Outagamie. Using an industry proven, low-risk deployment model, Mark43 can implement the platform without significant impact to ongoing operations. We look forward to the opportunity to work with you. If you have any questions regarding Mark43, the platform, or the content of this response, please contact me directly. Thank you for your consideration. Scott E. Crouch CEO & Co-Founder scott@mark43.com 212.651.9154
Section B: Proposed System Overview Mark43 is proud to submit a proposal to Outagamie County s Request for Information for Computer-Aided Dispatch and Mobile Data System. We are confident that the world-class team we ve assembled is both capable of meeting the County s needs and delivering the solution in a highly professional manner. Founded in 2012, Mark43 s Cobalt platform offers a range of critical law enforcement products such as a Records Management System (RMS), Computer-Aided Dispatch (CAD), and an Analysis suite. Cobalt s products were built from the ground up in collaboration with police officers, for police officers. The result is a powerful suite of tools that promotes efficiency and accuracy. Our product is implemented, maintained, updated, and supported in a unique way that s far superior to the way traditional vendors approach RMS and CAD software. Cobalt delivers its SaaS system as a truly multi-tenant and multi-agency platform. This allows Mark43 to offer low-risk deployments involving no hardware or software installations, low upfront costs, and predictable pricing. The system was built purposefully to be highly configurable. Workflows are no longer dictated by inflexible systems and instead configurable by department administrators without reliance on the vendor for time-consuming and expensive consultations. Cobalt was also built with a heavy emphasis on intuitive and innovative design of the interface. This directly translates into efficiency gains and higher accuracy. Finally, Cobalt promotes information sharing by allowing departments to choose exactly what to share for crossjurisdictional collaboration. Mark43 is designed to be compliant with the CJIS information security standards. Mark43 servers are hosted by Amazon Web Service s US GOV Cloud. This infrastructure is CJIS and FedRAMP compliant. We are confident that the County will find Mark43 s proposed solution refreshingly different from the existing public safety software options. Mark43 is proud to submit this proposal and thanks the County for its consideration. Installation of System As an entirely web-based system, the proposed solution requires no software or hardware installations and is accessible from any Internet-connected terminal with a modern web browser. In addition to dramatically quicker implementation of the system, it takes an order of magnitude less time to get users trained on our systems. Unique/Distinctive Features Time-savings and Efficiency. Cobalt is the next-generation of law enforcement software. Cobalt CAD was built from the ground up with usability in mind. Our CAD has the first truly bi-directional integration with the
RMS and uses a familiar, but streamlined interface that allows for faster and more accurate operations. This system that emphasizes first responder safety first, leverages truly seamless use of historical data (e.g. contextual personnel or location data from RMS) to better inform decisions and interactions. Customizable visual alerts allow for enhanced monitoring by communications and supervisory staff. Future-proof. The proposed solution offers numerous long-term benefits through its cloud-based architecture. The County no longer needs to anticipate uncertain future hardware storage considerations since scaling on the cloud is immediate and unlimited. Through an open API, the Cobalt system allows 3 rd party applications to interact with the platform through simple interfaces which is both less expensive and far easier to build. Updates and upgrades are seamlessly pushed to users in the background without the need for scheduled downtime and the County will never be charged for any of these updates/upgrades. Finally, users enjoy unsurpassed maintenance and support since the Cobalt platform is truly multi-tenant, which means our team focuses on building and improving one application instead of multiple customized versions spread across customer sites. With respect to potential future expansions, the multi-tenant environment allows the County to add unlimited sub-agencies each with their own product configurations all while enjoying the information sharing capabilities inherent in a multi-tenant environment. Pricing Mark43 is committed to providing its superior products at a simple and affordable price. As a CJIS-compliant web-based system, our proposed solution has one price an annual site subscription that includes full access to all aspects of the CAD product, implementation, training, maintenance, support, and all future updates/upgrades. The only other costs to the County would be for one-time complex interface development and data migration (simple interface development is not charged). There is no additional equipment required for this system and Mark43 performs all system maintenance. On a Total Cost of Ownership basis, our SaaS solution is far more affordable than on-premise systems that require time-consuming and high-touch software installations and updates, additional hardware that must account for uncertain future needs, and ongoing maintenance of system. Traditional systems usually involve a large upfront fee with low annual maintenance fees and periodic required upgrade fees. The SaaS pricing model smooths out the lumpy, sometimes unpredictable pricing schedules into a consistent annual subscription price that allow some agencies to avoid drawing from capital budgets.
Section C: System Requirements As outlined in Outagamie County Request for Information, the following table details Cobalt CAD s solution to the requirements set forth SYSTEM REQUIREMENTS FOR CAD Outagamie Requirement Mark43 s Cobalt CAD Solution Multi-Agency/Multi-Jurisdictional Capability Resource/Unit Management - Jurisdictional Capability Call/Incident/Event Management Cobalt CAD supports this requirement. Cobalt CAD s backend was built to be flexible so that minimal additional work is required to add new agencies. While the current product supports multiple law enforcement agencies, Cobalt CAD will be expanded to support fire departments and/or emergency management services for named clients later in 2016. Cobalt CAD currently supports this requirement for law enforcement. This will soon be supported for fire departments and emergency management services. Cobalt CAD users will have the ability enter and manage response plans for events. Of note, Cobalt CAD currently does not have a built-in scheduling system (i.e. identifying which units are on duty this shift), but users can add units on an ad hoc basis to reflect on duty status. There is an interface with a third party system to support a scheduling system. Cobalt CAD supports this requirement (see ATTACHMENT: CAD SCREENSHOTS). Users have the ability to create new CAD events via calls and selfinitiation. Either the first responder can create an event themselves, or they can have a dispatcher do it on their behalf. All these features are configurable; if a department doesn t want their first responders to selfinitiate, Cobalt CAD allows department administrators to turn that functionality off (without vendor involvement) and only let the dispatchers self-initiate on behalf of a unit. Standard statuses associated with an event are tracked (e.g. dispatched, en route, at scene, transport types such as to hospital, etc.). One to unlimited number of units can be assigned to a CAD event, and validations and checks are in place to ensure that unexpected behavior doesn t occur. Events can be moved back to unassigned if, for example, all units that are currently assigned to it need
to be unassigned so that another unit can be assigned to it. Events can also be reactivated if they were accidentally cleared, etc. Tow vehicle information is also captured on events (i.e. a department issued tow is required as a result of a CAD event that had first responder presence involved). Integrated Notifications or an interface to a third party notification application Configurable visual alerts and audio alerts are available on Cobalt CAD. Upon a user-defined number of minutes, visual alerts will be triggered by CFS type, or by status type. Additionally, silent dispatch integrations (AED) also have alerts in both the first responder app and dispatchers. First responders are notified when they re assigned a CAD event, and have the ability to accept and/or decline (these features are permission based, so if a department doesn t want their first responder to be able to decline, or they just want them to automatically accept rather than manually accept, it can be turned off). Important to note that dispatchers can also accept on behalf of a dispatched unit for cases where they aren t able to hit the accept button. Workstation to Workstation and workstation to Mobile Messaging CAD system must support centralized maintenance of geo in Esri, and allow geo data in CAD to Cobalt CAD supports this requirement. Specifically, it has real-time messaging built into the CAD event portal. Communication is supported in a chat-like interface with the ability for simultaneous edits and updates, as well as additional information that is added or deleted. Any user who can view the CAD event can see messages in real time, regardless of whether they are at a stationary workstation or on a mobile device (i.e. MDT in a vehicle). There is also robust alerting to ensure users are aware of updates or additional information that has been added to the CAD event. There are also acknowledgement capabilities to track what information has been seen and not seen. As such, chats and messages are tied to specific events. Cobalt CAD does not have a separate chat or in-app email system. Cobalt CAD can accept shapefiles exported from ESRI.
be refreshed from Esri on a regular basis Ability to interface with, 911, Paramount ProQA, Time/NCIC, ETI FRMS data feed, Tritech RMS data feed, Firehouse RMS data feed, Spectracom Netclock, HipLink. Next Generation 911 compliant CAD system must support centralized maintenance of geo response layers (including but not limited to address points, street centerlines, municipal boundaries, response boundaries) using ESRI File or Enterprise Geodatabase, with layer updates occurring on a monthly basis. E911: Cobalt has a mechanism to interface with E911 systems. ProQA: Cobalt can provide access for ProQA to pull the data it needs as Cobalt can exposes operational data via API or database access to authorized systems. TimeNCIC: Cobalt partners with 3 rd party message switch vendors to achieve NCIC integration ETI FRSM & Tritech RMS, Firehouse RMS: Cobalt can provide database access to the RMS vendors to ingest CAD feeds. Spectracom Netclock: N/A since Cobalt is a cloud solution HipLink: Cobalt can integrate with paging systems, however Cobalt also has SMS and email notification functionality built in natively. Yes Cobalt CAD can support since it can accept shapefiles exported from ESRI. Must be capable to visually see real time AVL (automated vehicle location) enabled units on a map Must be capable to dispatch by incident type using geo based location verification and/or AVL unit location We have our own in-app AVL mapping that will map both active event locations (aka all event locations for any CAD events that haven t been cleared yet unassigned and assigned), and all on duty units that have GPS hardware and are passing GPS coordinates, which includes both fleet vehicles and smartphone locations. Units can be dispatched by incident type, and unit suggestions are prompted based on the event location s subdivision, the subdivision of a unit, and its status.
In the near-term, Cobalt CAD will offer more functionality by also including AVL unit location on top of just the unit s subdivision coverage and current status. Additionally, the CAD will also include training and skills as additional fields (i.e. if a Spanish speaker is required, the system will prompt available units where a first responder speaks Spanish) For Fire/EMS, Cobalt CAD factors in response plans (e.g. include necessary equipment) to ensure the unit that s being dispatched is actually equipped with all required resources in order to properly address the incident. AVL dispatch must be configurable to allow multi agency and mixed apparatus response. Must include a robust reporting solution and have the ability to create and deploy ad hoc and published reports Cobalt CAD can currently support this for law enforcement, and will soon support for the functionality for Fire and EMS by Q3. Cobalt CAD can support by launch. The product roadmap includes a configurable statistical report module for CAD. SYSTEM REQUIREMENTS FOR MOBILE DATA SYSTEM Outagamie Requirement Cobalt CAD Solution Real time data transmission between the CAD system and the mobile computer of calls for service and call updates Messaging between officers, supervisors, dispatchers, and communications center personnel Incident Creation and Querying of Call Status, Active, Pending All transmission in Cobalt CAD is in real-time regardless of whether on a mobile computer or a work station. Simultaneous updates can occur between dispatchers, call takers, first responders, supervisors, etc. During edits and updates, visual alerts are in place to ensure the user 1) sees all the updates in real-time and 2) is aware if someone is currently updating a field to ensure people don t accidentally override updates. Messaging is supported within a CAD event. All users (officers, supervisors, dispatchers, police aides, etc.) is available. However, messaging outside of a CAD event, such as an in-app chat or email is not available at this time. Cobalt CAD can support this. Incident creation can be done by first responders via self-initiation. Additionally,
both Dispatcher and First Responder views display the status of all other on-duty units. A patrol supervisor, for example, would be able to filter displayed units to his/her preference (e.g. 2 nd District patrol vehicles). Both Dispatcher and First Responder views will always display pending calls that are not yet dispatched. On screen buttons with touchscreen functionality Must support single sign on for CAD, Mobile, and WI TIME systems Dispatch support Must provide access to WI TIME System and Federal NCIC databases Ability to log all activities, messaging, dispatches, status changes Meet and comply with CJIS security requirements, including data encryption Client must have the ability to read and report GPS location using, but not limited to, external GPS receiver, internal GPS receiver or cellular GPS location service Ability to use ESRI File Geodatabase, Shapefile, REST, KML or other industry standard GIS data format for map display Cobalt CAD was designed with tablets and touchscreen compatibility in mind. Buttons are large to factor in seamless user experience for touchscreen and nontouchscreen devices. Cobalt CAD can integrate with the department s Active Directory. All Cobalt systems also share a single signon system if active directory is not desired. Mark43 offers unmatched support for all of its products. Depending on the existing technical support at the agency, Mark43 can provide up to 24/7 phone and email support, which is in addition to online knowledge databases/faqs and leave-behind material from training. All users in any role can access support. See ATTACHMENT: CAD SERVICE LEVELS for further details on CAD support and service levels. Mark43 can accomplish this through a 3 rd party message switch partner. All activities performed within Cobalt CAD are logged upon submission with user name, timestamp, and the change action. Confirmed. Yes, but Mark43 highly recommends using a supported GPS unit. Confirmed. Shapefiles are supported as a file format that Cobalt CAD accepts.
Section D: System Cost Mark43 s pricing methodology is based around a consumption-based annual site subscription model that aims to create a more affordable solution for departments and guarantee an evolving platform. The subscription price includes implementation, training, upgrades, new features, common interface development, and support. We base our price off proxies for consumption. For CAD, we use the average annual number of Calls for Service. This model allows for an accurate estimate of the usage load on the Mark43 platform and the amount of time and resources each deployment will need to be successful. Under this site subscription, departments can create as many accounts as needed. Since Mark43 is proposing a Software-as-a-Service (SaaS) solution, there are no hardware or software costs associated with this proposal, which dramatically reduces deployment and upgrade time. The subscription prices do not include the development of complex interfaces and import of legacy data, which typically require a deeper assessment for appropriate pricing.
ATTACHMENT: CAD SCREENSHOTS DEFAULT SCREEN CAD EVENT SCREEN
ATTACHMENT: CAD SERVICE LEVELS Sample Service Levels for the Computer Aided Dispatch Application (CAD). i. CAD Availability. During any calendar month of a Regular Usage Period, CAD shall be available to Subscriber no less than 99.98% of the time on a 24x7 basis, excluding scheduled maintenance of CAD ( CAD Scheduled Downtime ); provided, however, that Mark43 shall not be responsible for downtime under this section caused by third party data services over which Mark43 has no control, and such third-party downtime will not count against the service levels promised herein. Any CAD Scheduled Downtime shall be scheduled on minimal traffic days whenever possible. The parties agree that the total amount of CAD Scheduled Downtime shall not exceed 60 minutes during any 30 day period. Mark43 shall provide Subscriber with immediate telephone notification to the point of contact set forth in the Agreement as soon as it becomes aware of any actual or potential unavailability of CAD other than CAD Scheduled Downtime ( CAD Unscheduled Downtime ), as well as continual periodic updates during the CAD Unscheduled Downtime regarding Mark43 s progress in remedying the unavailability and the estimated time at which the CAD shall be available. ii. Error Response and Resolution. When reporting a failure of the CAD to Mark43 (a CAD Error ), Subscriber shall identify the CAD Error as a Severity Level 1, 2, or 3 (each defined below) based on Subscriber s initial evaluation. If Mark43 becomes aware of a Severity Level 1 or 2 CAD Error, Mark43 shall promptly, but in no event to exceed the Initial Response timeframe in the chart set forth below, notify Subscriber, and such notice shall identify the CAD Error as a Severity Level 1 or 2 CAD Error based on Mark43 s initial evaluation. Mark43 and Subscriber shall cooperate in good faith to jointly determine whether a CAD Error is a Severity Level 1, 2, or 3 CAD Error; provided, however, that in the event that Mark43 and Subscriber cannot come to such joint determination despite such good faith cooperation, Mark43 s determination shall control. Subscriber may report to Mark43 any Severity Level 1 or 2 CAD Error 24 hours per day, 7 days per week, and any Severity Level 3 CAD Error during Mark43 s normal business hours. Upon notification by Subscriber of a CAD Error, Mark43 shall commence and diligently pursue correction of such CAD Error, at all times employing at least the level of effort ( Level of Effort ) designated in the chart set forth below and in all instances providing an Initial Response, temporary resolution or fix (a Work Around ) and a permanent fix ( a Permanent Correction ) to Subscriber within the timeframes in the chart set forth below, as measured from the earlier of the time that Subscriber notifies Mark43 or Mark43 first becomes aware of a CAD Error. Mark43 shall provide Subscriber with updates to the status of Mark43 s efforts (the Status Updates ) by telephone, email or such other means as may be reasonably designated by Subscriber from time to time, no less frequently than the timeframes identified in the chart set forth below. For the avoidance of doubt, a CAD Error does not include, and Mark43 will not be responsible for, any feature or functionality of the CAD that is not set forth in Section 1(b)(i)(2) of this Schedule A or in a project plan created for Subscriber by Mark43.
a. Severity Level 1 CAD Error means any CAD Error that, for fifty percent (50%) or more of Subscriber s dispatchers, renders the CAD or any material portion thereof inoperative, or materially impairs use of the CAD in a production environment. Examples of Severity Level 1 CAD Errors include, without limitation, situations in which the CAD are inoperable and causing dispatchers to experience a total loss of service, continuous or frequent instabilities, a loss of connectivity or inability to communicate as intended, or there is an inability to process transactions, a failure of the CAD to comply with any Applicable Law, the creation of a hazard or emergency, or the inability to use a primary feature or function of the CAD. b. Severity Level 2 CAD Error means any CAD Error that, for fifty percent (50%) or more of Subscriber s dispatchers, substantially impairs use of one or more features or functions of the CAD, which constitute less than a material portion thereof, in a production environment, or any CAD Error occurring in a testing or other non-production environment that, if occurring in a production environment, would constitute a Severity Level 1 CAD Error. Examples of Severity Level 2 CAD Errors include, without limitation, situations in which a CAD Error is causing intermittent impact to dispatchers, loss of redundancy, loss of routine administrative or diagnostic capability, or inability to use a secondary feature or function of the CAD. c. Severity Level 3 CAD Error means any CAD Error that, for fifty percent (50%) or more of Subscriber s dispatchers, has a minimal impact on the performance or operation of the CAD. Examples of Severity Level 3 CAD Errors include, without limitation, a CAD Error having only a minimal impact on dispatchers and CAD Errors seen in a test or other non-production environment that, if deployed in a production environment, would not constitute a Severity Level 1 CAD Error.
Severity Level Level of Effort Initial Response Work Around Permanent Correction Status Updates 1 Continuous best efforts, 24 hours per day, 7 days per week Immediate, but in no event to exceed 30 minutes 6 hours 3 calendar days Every 3 hours prior to a Work Around and every calendar day thereafter 2 Continuous best efforts, 24 hours per day, 7 days per week 1 hour 24 hours 5 calendar days Every 6 hours prior to a Work Around and every calendar day thereafter 3 Commercially reasonable efforts, during normal business hours 1 Business Day 10 Business Days 20 Business Days Every 2 Business Days prior to a Work Around and every 5 Business Days thereafter