The State of Michigan is seeking a qualified vendor to provide a comprehensive replacement solution for 911 call handling equipment. The new solution must be modern, standards-compliant, and capable of supporting next generation 911 services. Key objectives include enhancing resiliency, usability, and interoperability, while providing advanced analytics and ensuring high availability of critical emergency communication infrastructure.

The selected provider will deliver a complete package encompassing software, hardware, licensing, hosting, implementation, documentation, training, and support. The solution should feature a hosted, multi-tenant architecture with geo-diverse datacenters, ensuring robust disaster recovery and interoperability with county systems. Requirements include dual-homed network interfaces, redundant power sources, and a design that eliminates single points of failure. Additional capabilities needed are remote call-taking via secure VPN, hot-seating for portable user profiles, support for mobile and command post operations, and detailed call logging with full access to SIP messaging, call detail records, and performance indicators.

Functionalities should cover core call handling operations such as answering, holding, transferring (with call history), conferencing, selective mute and deafen, as well as specialized features like distinctive ring tones by call type, queue, and role, and status visualization. Speech-to-text transcription services for voice calls must be available as an integrated feature or add-on, with export capabilities for both transcripts and audio. The system should include current or near-term Real-Time Text (RTT) support and provide comprehensive management information systems for analytics and reporting, including real-time and historical dashboards, and detailed metrics on abandoned calls, service levels, queues, answer times, and transfers, with flexible export options.

Vendors are advised to note that all questions regarding this initiative must be submitted by February 4, 2026. Additionally, a mandatory pre-bid meeting is scheduled for January 27, 2026.