HomeMy WebLinkAboutItem 12b - 911 System Support and Equipment
STAFF REPORT
POLICE DEPARTMENT
DATE: June 16, 2026
TO: Honorable Mayor and City Council
FROM: Roy Nakamura, Chief of Police
By: Amber Abeyta, Management Analyst
SUBJECT: RESOLUTION NO. 7701 AUTHORIZING A SUPPLEMENTAL BUDGET
APPROPRIATION IN THE AMOUNT OF $35,707, FROM THE GENERAL
FUND RESERVE; AND APPROVING THE SUPPORT AGREEMENT RENEWAL
FOR THE POWER911/VIPER SYSTEM AND PURCHASE ORDER FOR
RELATED EQUIPMENT WITH AT&T, IN AN AMOUNT NOT TO EXCEED
$35,707
CEQA: Not a Project
Recommendation: Adopt and Approve
SUMMARY
The City utilizes the Power911/VIPER (Voice over IP Emergency Response) system for
managing 911 calls and associated equipment. This system ensures that emergency
calls are handled swiftly and efficiently, allowing dispatchers to quickly connect
callers with the necessary services. AT&T is the current equipment and maintenance
provider of the Power911/VIPER system. AT&T recently notified the City that the
Support Agreement for maintenance is due for renewal, costing $19,072.72.
Additionally, the uninterruptible power supply (“UPS”) system, which serves as a
backup battery for the 911 system, needs replacement at $15,054. The total cost is
approximately $35,707.
Since notification of the Support Agreement renewal and the need to replace the UPS
system were received after budget development, funds were not allocated for this
expense in the Fiscal Year 2025-26 General Fund Operating Budget. Consequently,
an appropriation from the General Fund Reserve is necessary to cover the unplanned
expense. It should be noted that the California Governor’s Office of Emergency
Services (“Cal OES”) serves as the lead administrator and funding source of the
911 System Support Agreement and Purchase Order
June 16, 2026
Page 2 of 4
statewide 911 emergency communications system and will reimburse the City for the
total cost of the Support Agreement renewal and UPS system replacement.
It is recommended that the City Council adopt Resolution No. 7701 authorizing a
supplemental budget appropriation in the amount of $35,707, from the General
Fund Reserve; and approve the Support Agreement renewal for the Power911/VIPER
System and Purchase Order for related equipment with AT&T, in an amount not to
exceed $35,707.
BACKGROUND
In 2017, Cal OES entered an Agreement (Attachment No. 1) with AT&T to replace and
upgrade the existing 911 system known as “Intrado,” with a new system called
“Power911/VIPER (Voice over IP Emergency Response).” The replacement and
upgrade delivered new hardware, software, and associated equipment to ensure
that the system remains efficient in its operation. The Agreement included provisions
for the ongoing maintenance of the new system. As a result, the Agreement was
expanded to include California agencies such as Arcadia (Attachment No. 2), which
utilize the 911 system and were mandated to implement the Power911/VIPER
system. The City implemented the new 911 system and currently receives ongoing
maintenance support from AT&T. The expenses related to the system upgrade and
maintenance were covered by Cal OES.
DISCUSSION
AT&T recently informed the City that the Support Agreement for maintenance
expired in December 2025 and is due for renewal. The delayed notification is a result
of recent staffing changes. The renewal period will be for a one-year term covering
the period of December 7, 2025, to December 6, 2026. Despite the Support
Agreement having expired in December 2025, AT&T has continued to provide
uninterrupted maintenance service.
Furthermore, the Uninterruptible Power Supply (“UPS”) system, which serves as a
backup battery in the event of a power outage for the 911 system and other critical
equipment, must be replaced. The replacement of the UPS has become necessary
due to the age of the system. In addition, AT&T can no longer maintain the existing
system, and replacement is required to ensure continued service support.
911 System Support Agreement and Purchase Order
June 16, 2026
Page 3 of 4
The cost of the Support Agreement is $19,072.72, while the UPS system replacement
amounts to $15,054, bringing the total cost to $35,707, including tax. Cal OES will
reimburse the City for the cost of the Support Agreement and replacement of the
UPS system.
ENVIRONMENTAL ANALYSIS
The proposed action does not constitute a project under the California
Environmental Quality Act (“CEQA”), based on Section 15061(b)(3) of the CEQA
Guidelines, as it can be seen with certainty that it will have no impact on the
environment.
FISCAL IMPACT
Since this purchase was not included in the Fiscal Year 2025-26 General Fund
Operating Budget, a supplemental budget appropriation is requested to cover the
total expense of approximately $35,707. The City will be fully reimbursed for this cost
by Cal OES.
RECOMMENDATION
It is recommended that the City Council determine that this action does not
constitute a project under the California Environmental Quality Act (“CEQA”); and
adopt Resolution No. 7701 authorizing a supplemental budget appropriation in the
amount of $35,707, from the General Fund Reserve; and approving the Support
Agreement renewal for the Power911/VIPER System and Purchase Order for related
equipment with AT&T, in an amount not to exceed $35,707.
Attachment No. 1: Cal OES and AT&T Agreement
911 System Support Agreement and Purchase Order
June 16, 2026
Page 4 of 4
Attachment No. 2: Power911/VIPER System Acceptance and Scope of Work
Attachment No. 3: Support Agreement Quote
Attachment No. 4: Resolution No. 7701
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1.9. INSTALLATION DATE
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<?xml version="1.0" encoding="UTF-8"?>
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<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema">
<xs:annotation>
<xs:documentation>California Schema for Call Detail Records (CDR) requirements and CA Required Automatic Location Information (ALI)
payload</xs:documentation>
</xs:annotation>
<xs:element name="CACallDetailRecord">
<xs:complexType>
<xs:sequence>
<xs:element name="SequenceNumber" type="xs:unsignedLong"/>
<xs:element name="PSAPName" type="xs:string"/>
<xs:element name="AgencyType" type="xs:string"/>
<xs:simpleType>
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<xs:enumeration value="Primary"/>
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<xs:element name="AgencyAffiliation" block="restriction"/>
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<xs:enumeration value="CalFire"/>
<xs:enumeration value="CHP"/>
<xs:enumeration value="Consolidated"/>
<xs:enumeration value="Fire"/>
<xs:enumeration value="Medical"/>
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<xs:enumeration value="Police"/>
<xs:enumeration value="Sheriff"/>
<xs:enumeration value="University"/>
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<xs:element name="FCCID" type="xs:unsignedInt"/>
<xs:element name="ANI" type="xs:unsignedLong"/>
<xs:element name="TN" type="xs:unsignedLong"/>
<xs:element name="TimeZoneOffset" type="xs:string"/>
<xs:element name="RouteInformation">
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<xs:element name="TransportType" type="xs:string"/>
<xs:element name="RouteName" type="xs:string"/>
<xs:element name="LineNumber" type="xs:string"/>
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<xs:element name="NetworkProvider" type="xs:string"/>
<xs:element name="SignallingType" type="xs:string"/>
<xs:element name="Non911">
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<xs:element name="IsTDDTTY" type="xs:boolean"/>
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<xs:enumeration value="TDDTTY"/>
<xs:enumeration value="SMS"/>
<xs:enumerationvalue="MMS"/>
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<xs:enumeration value="APP"/>
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<xs:element name="Conversation" type="xs:string" minOccurs="0"/>
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</xs:element>
<xs:element name="CallEvents">
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<xs:element name="EventNumber" type="xs:unsignedShort"/>
<xs:element name="DateTime" type="xs:dateTime"/>
<xs:element name="SipDetails">
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<xs:element name="SipId" type="xs:unsignedInt"/>
<xs:element name="SourceIP" type="xs:string"/>
<xs:element name="DestinationIp" type="xs:string"/>
<xs:element name="RawSipMessage"
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<xs:element name="SetUp">
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<xs:sequence minOccurs="1" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/>
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<xs:element name="DateTimeStart" type="xs:dateTime"/>
<xs:element name="DateTimeEnd" type="xs:dateTime"/>
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<xs:element name="Ring">
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<xs:element name="DateTimeEnd" type="xs:dateTime"/>
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<xs:element name="WelcomeMessage">
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<xs:element name="DateTimeStart" type="xs:dateTime"/>
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<xs:element name="InitialAnswer">
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<xs:element name="EventNumber" type="xs:unsignedShort"/>
<xs:element name="DateTime" type="xs:dateTime"/>
<xs:element name="Position" type="xs:string"/>
<xs:element name="OperatorId" type="xs:string"/>
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<xs:element name="StationConnect">
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<xs:element name="Transfer">
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<xs:element name="Position" type="xs:string"/>
<xs:element name="OperatorId" type="xs:string"/>
<xs:element name="OperatorName" type="xs:string"/>
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<xs:element name="EventNumber" type="xs:unsignedShort"/>
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<xs:element name="DateTimeEnd" type="xs:dateTime"/>
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</xs:element>
</xs:schema>
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SUBTOTAL: $631,142.99 SUBTOTAL: $149,986.40
TAB #4: GRAND TOTAL of APPLICATIONS AND PERIPHERALS WITH 5YR MAINT + 2YR MAINT: $781,129.39
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$299,250.00TAB #5 LABOR RATES EVALUATION TOTAL:
EXHIBIT 16 - #5
LABOR RATES COST WORKSHEET
%LGGHU¶V1DPH 3DFLILF%HOO7HOHSKRQH&RPSDQ\GED$7 7&DOLIRUQLD$7 7:KROHVDOH$7 7'DWDFRP
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Agreement # 4145-6
TAB #1: GRAND TOTAL of TURN-KEY CPE WITH 5YR MAINT + 2YR MAINT:$10,229,246.53
TAB #2: GRAND TOTAL of ITEMIZED ITEMS WITH 5YR MAINT + 2YR MAINT:$22,641.83
TAB #3: GRAND TOTAL of HOST-REMOTE INCLUDING 5YR MAINT + 2YR MAINT:$10,275,736.39
TAB #4: GRAND TOTAL of APPLICATIONS AND PERIPHERALS WITH 5YR MAINT + 2YR MAINT:$781,129.39
$299,250.00
$21,608,004.14
EXHIBIT 16 - #6
SUMMARY COST WORKSHEET FOR TABS 1-5.
%LGGHU¶V1DPH 3DFLILF%HOO7HOHSKRQH&RPSDQ\GED$7 7&DOLIRUQLD$7 7:KROHVD
TAB #5: LABOR RATES EVALUATION TOTAL:
GRAND TOTAL:
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$WWDFKPHQW1R
Arcadia PD SOW Date: 19SEPT2016
Version 3.0 This Scope of Work and associated Cost Table is valid 120 day from above date
Arcadia Police Department
With
SCOPE OF WORK
For
Power 911 / VIPER
NetClock
Project
Arcadia PD SOW Date: 19SEPT2016
Version 3.0 This Scope of Work and associated Cost Table is valid 120 day from above date
Table of Contents
1.0OVERVIEW ........................................................................................................................1
1.1PURPOSE &OBJECTIVES....................................................................................................1
1.2REUTILIZATION OF EXISTING EQUIPMENT ............................................................................. 2
1.3EQUIPMENT REMOVAL &DISPOSAL ..................................................................................... 2
2.0DESIGN SOLUTION ...........................................................................................................2
2.1CALL PROCESSING ............................................................................................................. 2
2.2BACKROOM SYSTEM .......................................................................................................... 4
2.3SYSTEM GROWTH CAPABILITIES ......................................................................................... 5
2.4CONNECTIVITY ................................................................................................................... 5
2.5SYSTEM PROGRAMMING ..................................................................................................... 6
2.6INTEGRATION REQUIREMENTS ............................................................................................. 6
3.0CHANGE REQUESTS........................................................................................................6
4.0ACCEPTANCE TESTING .................................................................................................. 7
5.0RESPONSIBILITIES...........................................................................................................8
5.1AT&T PROJECT TEAM ....................................................................................................... 8
5.2PROJECT MANAGER ........................................................................................................... 8
5.3AT&T RESPONSIBILITIES ................................................................................................... 8
5.4ARCADIA PD RESPONSIBILITIES .......................................................................................... 9
6.0INSTALLATION SCHEDULE ............................................................................................. 9
7.0MAINTENANCE PLAN ..................................................................................................... 10
7.1MAINTENANCE AND REMOTE ACCESS SERVICES CAPABILITIES ........................................... 10
7.2POST-INSTALLATION SUPPORT LIMITATIONS ...................................................................... 11
7.3REPAIR OF UNSUPPORTED FAILURES ................................................................................ 11
8.0TRAINING ........................................................................................................................12
8.1SUPERVISOR/DISPATCHER TRAINING ................................................................................. 12
8.2TRAINING DOCUMENTATION .............................................................................................. 12
8.3SERVICE MANUAL DOCUMENTATION..................................................................................12
9.0DOCUMENT ACCEPTANCE ........................................................................................... 13
APPENDIX A: AGENCY COMPLIANCE - SITE CERTIFICATION DOCUMENT ...................... 14
APPENDIX B: LAN/WAN POLICY ............................................................................................ 15
APPENDIX C: DISPATCH AND EQUIPMENT FLOOR PLANS ................................................ 16
APPENDIX D: PRICING & TERMS ............................................................................................18
APPENDIX E: CHANGE ORDER REQUEST FORM ................................................................. 19
APPENDIX F: MAINTENANCE PROCEDURES ....................................................................... 20
Arcadia PD SOW Date: 19SEPT2016
Version 3.0 Page 1 Prepared By: Robert Russo
1.0 OVERVIEW
1.1 Purpose & Objectives
The purpose of this document is to describe the work to be performed by AT&T California
(herein referred to as Contractor) in satisfying the E9-1-1 system requirements for
Arcadia PD (herein referred to as Agency). In order to achieve the proposed system
design the following system work operations are required: replace existing West (formerly
known as “Intrado”) Power 911/VIPER system with new Power911/VIPER system (new
hardware, current software versions, etc.). The aforementioned equipment will be used to
terminate various trunks, lines and data circuits required to process E9-1-1, and
administration calls by the Agency.
AT&T will provide the following products:
West Call Processing Equipment
Qty Power 911/VIPER
1 VIPER Cabinet (7’)
1 VIPER Core Servers (4) & Software (OS, SQL, etc.)
1 Power 911 Server
2 CAMA Interface Module (4 trunks per module)
2 AIM Modules (4 lines per module)
4 VIPER Gateway Shelf
2 -48V Power Supply & Shelf for VIPER system
2 24 Port Ethernet Switch
4 Power 911 Intelligent Workstations (includes CPU, VIPER backroom interface
components, Audio Interface equipment, keyboard, and mouse).
4 Integrated Telephony & Radio Recorder (ITRR)
4 22" Flat panel widescreen monitor w/ built-in speakers
4 Genovation 24 button keypad
4 Position UPS
2 Backroom UPS
Data Management Equipment
Qty NetClock System
1 9483 MasterClock with (4 Ethernet ports)
1 GPS antenna, antenna cable, antenna surge protector
Agency will supply following system components:
Qty Item Description
-Conduit to roof for NetClock antenna
System components NOT included in the sale:
Item Description
CDR Printer / ePrinter
Arcadia PD SOW Date: 19SEPT2016
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IP Admin Phones
Power MIS / Power ECaTS
Power Map / MapFlex / AVL Interface
Long-term Voice Recorder (LVR)
Power Radio Upgrade
**Please refer to Line Item price list for all parts in Appendix D.**
The equipment provided by ATT will comply with State of California Contract 5-12-
58-01 AT&T CALIFORNIA and any FCC requirements for E9-1-1. It will also meet the
NENA requirements for displaying ANI/ALI Phase II wireless calls.
1.2 Reutilization of Existing Equipment
The following equipment has been certified to be compatible with current technology and
in good condition. This equipment will be reutilized:
Qty Item Description
4 Existing backroom to workstation wiring
Re-utilization of existing equipment may require additional system down time that results
in the Agency going to Alternate Answer.
*Note: Any IWS workstation that can be re-used for peripheral purposes will be evaluated
for use. All workstations must meet minimum vendor specifications to be re-used.
1.3 Equipment Removal & Disposal
West Equipment
The following equipment will be left at the Agency’s building by AT&T:
i VIPER & Power 911 servers, workstations and ancillary components
i Miscellaneous VIPER components not being re-used
In the event the old equipment must be removed, AT&T technicians will work with the
Agency’s personnel to remove the above equipment. AT&T technicians will place old
equipment in an area designated by the Agency. AT&T technicians will not remove any
existing equipment from Arcadia PD’s building.
2.0 DESIGN SOLUTION
2.1 Call processing
System Overview
AT&T will provide a complete E9-1-1 system solution from a high-level perspective by
deploying Call-Processing, and Data-Management related system equipment. The
functionality of these system components when coupled together enables the Agency
with the capability to process E9-1-1 and administrative type calls and other various
PSAP emergency and non-emergency functions. While also creating a system solution
that enables the Agency to gather, process, and statistically report all critical
911/administrative call information.
Arcadia PD SOW Date: 19SEPT2016
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Arcadia PD currently has Power 911 integrated with Power Radio hardware and
software; both of which are being maintained and supported by AT&T. After the upgrade
to VIPER, the old Power 911/Radio workstations may continue to be used for the
Agency’s radio functionality (AT&T will no longer maintain or support these workstations,
hardware, or software). Unfortunately, integration of Power Radio with the new Power
911/VIPER system is not supported.
AT&T will implement West’s Call-Procession suite of hardware/software application(s):
Power 911/VIPER for this E9-1-1 system design solution. AT&T will achieve these
system objectives by implementing the following managed work operations:
Call-Taker/Radio Positions in Dispatch Area
Install four (4) workstations (positions 1-4) with: Power 911 and ITRR. These positions
are AT&T provided workstations. Each workstation includes: a 24-button Genovation
keypad, (1) 22” flat panel widescreen monitor, keyboard, mouse, SONIC box, and a
single handset jack (telephony only) configured as a call-taking / dispatching position(s).
The existing wiring to each position will be reused barring the new furniture layout is able
to accommodate the existing cabling. The existing cabling is: four CAT5e cables to each
position from the backroom. The CAT5e cable is provisioned as follows: (1) Power 911
Primary NIC, (1) Power 911 Secondary NIC, (1) for LTR position-based recording, and
(1) for future/spare.
The Agency has communicated their intent to source new furniture and coordinate the
installation of the new furniture with the Power 911 upgrade. To accommodate this effort,
AT&T will move the existing positions (Power911 and Power Radio) to the EOC room
while the new furniture is installed; the new 911 system will be installed in the furniture for
testing and go-live. The Power Radio positions will be installed in the new furniture at the
applicable time in the project timeline. Should the furniture upgrade occur after the 911
upgrade; additional labor rates may apply to uninstall/re-install the positions.
ITRR
Integrated Telephony and Radio Recorder (ITRR) is a short-term recorder and is used to
record both telephony audio (from Power 911) and radio audio (from radio console) so it
can be played back as desired by the user. It is configured for an eight hour continuous
first-in, first out method. Playback output is done via external speakers only at this time
(cannot be played via head/handset).
Audio Interface
In order to ensure proper audio functionality at each IWS position and facilitate audio
connectivity with third party audio devices at the Agency location, the system design
includes a SONIC Box that hands off telephony audio (from Power 911) to a radio
console. The SONIC Box also provides a two wire audio path of position audio that will
be terminated to AT&T provide long-term voice recorder. The demarcation point for this
audio will be located in the backroom. This enables the radio console to provide headset
sharing between phone and radio. The radio console will perform the audio
arbitration/switching thus the radio headset jackbox would provide both telephony and
radio audio.
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Only West tested and certified headsets and amplifiers (as per the List of Approved
Headsets, revision 48, Document) are supported. Any non-approved headset or amplifier
will be supported on a “best effort” basis.
2.2 Backroom System
System Overview
911 CAMA trunks originating from the Agency’s serving central office tandem will be
terminated on the VIPER system (via CAMA Interface Modules) controller equipment
located in the backroom. Analog lines such as 10-digit emergency, 10-digit admin lines,
and ring-down lines will be terminated on the VIPER (via AIM modules) call processing
equipment also located in the backroom. The AIM modules are also known as admin
gateway, in that it processes voice and data (Caller-ID) type calls using FXO signaling
along with supporting standard FSK format Caller-ID decoding. Digital trunk(s) are not a
part of this solution. Please refer to the Trunks & Lines table below for a full list of lines
that are a part of this design.
VIPER
Install VIPER hardware in one cabinet located in Telco equipment backroom. It should be
noted that the VIPER equipment will be installed in a pre-racked cabinet therefore a new
cabinet will replace the existing VIPER cabinet (dimensions will be similar to existing).
The VIPER equipment cabinet must be able to fit in all areas leading to the Telco
equipment room. The new system will need to be installed in parallel to the existing
production system until cut over to the new system is applicable. As such, temporary
backroom installation arrangements will need to be made in order to minimize disruption
to the existing system and operations.
NetClock
AT&T will install a new Spectracom GPS NetClock system (9000 series) in the backroom
with the VIPER system.
AT&T will install a GPS Antenna on the Agency's roof. The Agency will provide a
minimum of one inch (1") in diameter conduit from backroom where the NetClock is to be
installed to the roof (for antenna cabling) and ensure that a clearance of approximately 10
feet (10’) in diameter exists for the GPS antenna.
AT&T will provide the installation configuration services related to the NetClock system.
The MasterClock (9483) has (4) integrated Ethernet Time Servers. One of these ports will
be connected to the AT&T E911 system equipment (VIPER local area network (LAN))
and configured with an IP address that corresponds to the VIPER IP schema. The
remaining three ports (these ports are hardware isolated) may be used for Agency
networks (will need to provide IP address and wiring to the port(s) on the device).
AT&T will install one (1) new Spectracom TimeView display clock. The location will be
determined by Agency prior to installation. This display clock requires local electrical
power (NEMA 5-15/20R) where the display clock will be mounted. The Agency will
provide a minimum of one inch (1”) in diameter conduit, or other cable pathway,
extending from the equipment room where the AT&T provided NetClock equipment is
installed, to the room where the TimeView Display Clock will be located.
Arcadia PD SOW Date: 19SEPT2016
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ALI
The existing network geographic diverse 56K Data circuit (DS0) that carry the Automatic
Location Identification (ALI) data will terminate in the AT&T provided router, which is
connected via RS-232C cables to the VIPER servers.
CAD
AT&T will provide an interface connection demarcation point between the VIPER server
and Agency provided Computer Aided Dispatch (CAD) computer system via a RS-232C
cable located in the backroom. If the data rate of this RS232C connection is set for 9600
bps there is a 50ft limitation imposed on this connection. This 50 foot limitation can be
increased with the use of an Agency provided RS232c extender. AT&T can provide a
quote to the Agency to provide this RS232c extender to overcome the 50 foot distance
limitation of the CAD to AT&T backroom.
Firewall
The VIPER system includes a firewall to give remote access to AT&T for support and
maintenance. A broadband (DSL or higher) connection or interface to the Agency’s
network to the AT&T firewall is required and to be provided by the Agency as per the
terms of the State contract. Specifications for these options are provided on separate
documents. An interface to the Agency’s network will allow for access to Analytics reports
from Agency workstations. AT&T will work with the Agency to coordinate this effort.
2.3 System Growth Capabilities
AT&T warrants that the hardware, software and operating systems sold are current at the
time of shipment. Software and hardware manufacturers continually upgrade their
products. This may require the Agency to upgrade hardware, software or operating
systems in the future in order to expand this system. The maintenance package included
in this sale does not include software/hardware upgrades required for expansion or
integration.
The modular design of VIPER allows the system to be configured to accommodate up to
(192) - E9-1-1 Positions, (192) - incoming 911 trunks, and (192) – analog lines (supports
Caller-ID).
Arcadia PD’s system will be configured with a capacity of (8) 911 CAMA trunks, currently
using (5), leaving a future growth of (3) 911 CAMA trunks. This system is also configured
with a capacity of (8) analog lines, currently using (5) leaving a future growth of (3) lines.
The number of modules in this system was based upon the needs and requirements of
the Agency at time of system design. Additional equipment cards and/or hardware may
be added to the system to increase lines or positions.
2.4 Connectivity
Trunks & Lines
Qty Trunk Line Definition
5 E9-1-1 CAMA Trunks
4 Emergency Lines (as inventoried below)
x 574-5121
x 574-5122
x 574-5123
x 574-5124
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1 Ringdown Line (as inventoried below)
x Verdugo
2.5 System Programming
The system will be programmed with a log in ID for each Administrator/Supervisor. The
administrators/ Supervisors will have all the capabilities that the dispatchers have as well
as additional capabilities requested by the Agency. The “master” speed dial list will be the
same for each position and the site supervisor/administrator will have the capability to
change, add, and delete speed dials on the “master” list.
The system will be programmed with a log in ID for each dispatcher. There will be a
single Agent Profile for all dispatchers that will have the same configuration, colors and
icons.
The system programming requirements may be changed at the request of the Agency
during the Installation process. The AT&T Project Manager will work with the Agency to
meet the Agency’s specific needs.
All system programming on Power 911 will be handled by AT&T. All initial system
programming will be to replicate the current operation of Arcadia PD as closely as
possible. If it is determined during design sessions that changes need to be made, they
can be made at that time. Once the system is cutover and accepted, any further adds,
moves, and changes will be performed on a Time and Materials basis at the prevailing
contract rates. (Examples of adds, moves, and changes are: Adding 7 digit emergency
lines to the system; moving a Power 911 position to another location; changing the DID
number on a position).
2.6 Integration Requirements
AT&T will be the integrator for all telephony-related issues. AT&T will be responsible for
installation and maintenance of all network facilities terminating into the connector block
installed at each position.
CAD Interface
The Power 911 E9-1-1 system provides a CAD Interface Port that allows other system
devices to interface with emergency call information. It will provide the retrieved ANI/ALI
for an emergency call, as well as the answering position identification on an ASCII RS-
232C port. The demarcation point for the Agency CAD system is the labeled serial
port/connector from the VIPER server(s) in the equipment room.
Building Modifications
All building modifications are the responsibility of the Agency. The AT&T Project Manager
will work closely with the Agency to determine proper timeline coordination for a smooth
system implementation. Please refer to Appendix A for the specific modifications to be
performed by the Agency.
3.0 CHANGE REQUESTS
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Version 3.0 Page 7 Prepared By: Robert Russo
The Agency may at any time, by written order, and without notice to the Contractor’s
sureties, submit a change order to the Contractor. Within ten (10) working days of
receiving a proposed change order, the Contractor will submit a written cost estimate,
which will include adjustments to the Project Price, Project Schedule, Statement of Work,
Acceptance Criteria, or any other obligations of the Contractor, as applicable. The
Contractor or the Agency may also decline the change order, depending on the nature of
the requested changes.
The Contractor may also propose a change order involving additions, deletions, or
revisions to the work, or any obligations imposed upon the Parties under this agreement.
AT&T’s changes to the system design or individual component changes will be submitted
to the Agency for approval using the Change Request Form shown in Appendix E.
The Agency will appoint a single individual as a Project Manager. Change Orders will be
approved in writing, by the Agency's Project Manager. The Contractor will not proceed
with any work contemplated in any proposed Change Order until it receives written
notification to commence such work from the Agency’s Project Manager.
4.0 ACCEPTANCE TESTING
Final system acceptance for this Scope of Work will occur when the standards of
performance of the State contract which can be reviewed at:
http://www.caloes.ca.gov/cal-oes-divisions/public-safety-communications/ca-9-1-1-
emergency-communications-branch/ca-9-1-1-services-contracts
These will have been met after 240 consecutive hours of operation following the cutover
date. During these 240 hours, the system will function without interruption, as defined by
contract and according to the project specifications. If the 9-1-1 system fails to meet the
standards of performance, then the 240 hour system acceptance period will re-start
following correction of the problem.
Once the system is accepted, any further adds, moves and changes will be performed on
a Time and Materials basis at the prevailing contract rates.
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Version 3.0 Page 8 Prepared By: Robert Russo
5.0 RESPONSIBILITIES
5.1 AT&T Project Team
Contacts
Role Name Phone / Fax / Pager Mail / E-mail
Application Sales
Executive Henry Wang Phone: (714) 680-5789
Cell: (213) 422-1152
hw3126@att.com
8925 Orangethorpe Ave. Room 153
Buena Park, CA 90621
9-1-1 Service
Executive Don Baca Cell: (775) 313-2181
db3165@att.com
10550 W Charleston
Las Vegas, NV 89135
9-1-1 Manager
Special Services Maria Centeno Phone: (626) 575-6401
mc2418@att.com
3640 El Monte Ave.
El Monte 91731-2526
Technical Sales
Consultant II Robert Russo Phone: (951) 369-2282
Cell: (951) 500-2130
rr1713@att.com
3580 Orange Street Rm 104
Riverside, CA 92501
Dispatch Manager Christine Campbell Phone: (626) 574-5150
ccampbell@ci.arcadia.ca.us
250 W. Huntington Dr.
Arcadia, CA. 91006
PSAP Manager Lt. Roy Nakamura Phone: (626) 574-5183
rnakamura@ci.arcadia.ca.us
250 W. Huntington Dr.
Arcadia, CA. 91006
State 911
Consultant Andrew Mattson Phone: (916) 657-9459
Andrew.Mattson@caloes.ca.gov
601 Sequoia Pacific Blvd. MS-911
Sacramento, CA 95814
5.2 Project Manager
An AT&T Project Manager will be assigned for this system implementation. The Project
Manager is responsible to plan, organize, control, direct and coordinate people and
material resources throughout the life of the project.
5.3 AT&T Responsibilities
AT&T is responsible for the following:
Delivery of equipment
Security of equipment, until equipment is delivered to customer premise.
Disposal of packaging materials and debris.
Any damage caused by Contractor (or Contractor’s agent) to equipment, building, or
other property.
Installation of common control (server) equipment in racks/cabinets.
Dressing of all cables.
Identification and labeling of all cables.
Installation of appropriate cabling from equipment room to all Power 911 positions.
NENA standard ANI/ALI interface supplied to the Agency owned CAD system.
Installation of interface jacks for radio headsets.
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Version 3.0 Page 9 Prepared By: Robert Russo
5.4 Arcadia PD Responsibilities
Equipment Room
Provide locked, limited access to the equipment room.
Provide space for VIPER cabinet as agreed upon and depicted in below drawing
Adequate space for working area and for spare part/equipment storage (if applicable).
Furnishing HVAC equipment that will keep the backroom temperature and humidity
levels of 72 degrees F+/- 5 and less than 50% relative humidity.
Provide/verify that each AT&T backroom equipment cabinet has two 20 amp
breakered circuits dedicated to the rack with a NEMA 5-20R outlet each and a single
dedicated NEMA 5-20R breakered circuit for each rack (if required).
Earth ground for AT&T provided equipment.
Dispatch Room
Furniture selected by Agency is compatible with, or will be modified by the Agency to
be compatible with, the selected system equipment.
Provide/verify that each AT&T dispatch position has one 15 or 20 amp (NEMA 5-
15/20R) breakered circuit dedicated to emergency call-taking with a quad outlet.
Ancillary electrical components such as heaters, lights, and furniture will not be on this
circuit(s).
Provide conduit run from each dispatch position to backroom equipment.
General
Access to building for AT&T and subcontractors.
Conduit and coring of walls.
Adequate power and power outlets and circuit breakers.
All radio and CAD equipment.
Adequate security to prevent theft of computer equipment.
On-going upkeep for room requirements listed.
Technical expertise from Agency's other vendor’s during planning, installation and cut-
over.
The Agency's Project Manager will facilitate the resolution of any problem determined
with these interfaces pertaining to the radio, CAD, recorders, NetClock or other
Agency owned interfaces.
Full and free access to the 9-1-1 related equipment to provide service (subject to
Agency’s security regulations)
Maintain records and documentation associated with contractor performance
Note: The 911 Network and Agency Networks may not share the same LAN Segments.
Power 911 IP packets must be segregated from CLETS, NCIC, DMV, CWS, and all other
Agency network traffic.
6.0 INSTALLATION SCHEDULE
The following table is provided as a guideline based on the “Estimated Final Funding Date”.
The actual funding date will affect the entire timeline.
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The official implementation schedule will be negotiated between the Agency and the
AT&T project Manager using the “911 CPE PSAP Implementation Form”. Changes to the
agreed upon schedule may be made by mutual consent of AT&T and the Ordering
Agency and must be documented on the “911 CPE PSAP Implementation Form”.
Pricing is based on installation being performed during AT&T’s normal business hours
(M-F, 8:00am - 5:00pm, excluding AT&T holidays). Installation activities outside of
AT&T’s normal business hours are available at prevailing after hour tariff. There will be
no additional cost to the Agency for an after-hours cutover, if it becomes necessary.
7.0 MAINTENANCE PLAN
7.1 Maintenance and Remote Access Services Capabilities
The 911 system is provisioned to allow AT&T (and West) to remote access into the 911
system in order to identify software and hardware problems and make repairs. In the
event that the equipment cannot be repaired remotely, two trained technicians are
stationed within two hours of the Agency PSAP to facilitate onsite repairs.
Items excluded from maintenance include any software which is at a revision level not
supported by the Software licensor. AT&T makes no guarantee as to parts availability on
Equipment that has been discontinued by its manufacturer. In the event a manufacturer
discontinues producing any equipment or in the event the equipment has outlived the
manufacturer's suggested product life cycle, AT&T will continue to provide Service under
the Maintenance Plan for as long as parts are available on a commercially reasonable
basis. In the event repair parts are not readily available, AT&T will advise customer and
customer will have the option to replace the Equipment with a similar product. AT&T
offers at the prevailing rates. In the event the customer declines to authorize such
replacement, AT&T will cease providing Service for such Equipment.
If persons other than AT&T and/or their subcontractor(s) have performed maintenance or
repair of equipment, and, as a result, further repair by AT&T and/or their subcontractor(s)
is required, such further repairs will be made at AT&T's then applicable time and material
rates.
AT&T includes a one-year warranty and years two through five on a maintenance
contract through the State of California Contract.
POWER 911/VIPER
x AT&T will provide a “Maintenance Kit” to be kept at a location readily accessible to
AT&T Technicians or, in some special cases, due to an Agency's location or system
size, kept on site in a secured location. The contents of the Maintenance Kit will be
Estimated Final Funding Date:10/31/2016
Estimated Equipment Order Date: 11/5/2016
Estimated Equipment Delivery Date: 1/14/2017
Estimated Begin Installation Date: 1/24/2017
Estimated Training Date: 2/7/2017
Programming Change Freeze Date: 2/14/2017
Estimated System Cutover Date: 2/21/2017
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based upon the requirements of the Agency's 9-1-1 system. AT&T absorbs the cost of
the Maintenance Kit and the equipment provided within the kit will remain the property
of AT&T.
x AT&T includes five-year parts and labor on the 9-1-1 system. The five-year period
begins at date of customer acceptance. After the five-year period, the Agency may
choose to replace the system, maintain it, or a maintenance contract will be created
with agreed terms, conditions and costs. Service packs, and hot fixes will be kept
current and upgraded at no charge (additional features and hardware may not be
included). Operating System upgrades are not included.
7.2 Post-Installation Support Limitations
AT&T’s support obligations hereunder will not apply to any AT&T supported product if
adjustment, repair, or parts replacement is required because of:
x Printer ink and paper are not included under maintenance.
x Accident, neglect, tampering, misuse, improper / insufficient grounding, failure of
electric power; failure of the PSAP and/or others to provide appropriate environmental
conditions, relocation of hardware or software, or causes other than ordinary use
x Repair or alteration, or attempted repair or alteration of any AT&T supported product
(hardware and/or software) by the PSAP or others
x Connection of another machine, device, application or interface to AT&T supported
equipment (hardware and/or software) by , Agency, the PSAP or others, which has
caused damage to AT&T supported equipment
x Degradation of performance to AT&T systems due to non-compliance with the
Customer Site Preparation Requirements (excessive heat, humidity, moisture,
condensation, dust, EMI, etc.) as identified in AT&T document TP76911, Section C,
Part 2, is not covered under Maintenance or Warranty.
x Damage or destruction caused by natural or man-made acts or disasters
x Degradation of performance to AT&T systems due to the installation of third party
software applications or Operating System patches, service packs, hot-fixes, or
Windows services and not specifically certified, approved, and registered by AT&T for
use at the site(s) identified herein.
x Support described herein does not include cosmetic repairs, refurbishment, furnishing
consumables, supplies or accessories, making accessory changes or adding
additional devices or software applications.
7.3 Repair of Unsupported Failures
The Agency may request Field engineering to rectify unsupported failures, as defined
above, on a Time & Materials basis. Labor rate charged will be the current AT&T labor
rate (plus expenses) at the time service is requested.
AT&T is NOT responsible for the performance of third party applications/systems.
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8.0 TRAINING
8.1 Supervisor/Dispatcher Training
AT&T and/or its subcontractor will provide Call-taker/Dispatcher and Supervisor/System
Administrator training for the Power 911, Power MIS. The training will be done at the
Agency’s site. Each Call-Taker/Dispatcher or Supervisor/System Administrator refresher
class will last approximately half an hour. The training will be done during normal
business hours (6 am – 6 pm) Monday through Friday.
8.2 Training Documentation
Training documentation may include hard-copies of the User Guide per site, and one
soft-copy will be installed on each workstation. Documentation will be given to the
Agency’s designated training coordinator or during class.
8.3 Service Manual Documentation
IWS Technical Installation and Maintenance Manuals will be provided with the delivery of
the systems. These technical manuals should be kept in the equipment room near the
equipment racks for the AT&T technicians to utilize as necessary.
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9.0 DOCUMENT ACCEPTANCE
Arcadia PD
Power 911/VIPER Project
I have read the preceding document version 3.0. I understand and approve of the scope of work
described therein. In addition, I understand that subsequent modifications to the scope of work will be
requested on the attached Change Request Form and approved by both Arcadia PD and AT&T.
________________________________________ ____________________
Arcadia PD Date
________________________________________ ____________________
Application Sales Executive, AT&T California Date
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Appendix A: Agency Compliance - Site Certification Document
Arcadia PD Compliance - Site Certification Document
This Section meets the State contract requirement for AT&T to provide a Site Readiness Checklist to the Agency.
A site survey has been made and site modifications will be needed to meet the following requirements for
equipment installation. The following site modifications must be completed by the Agency prior to AT&T beginning
the installation of the new or upgraded system. The completion of all building modifications are the responsibility of
the Agency. In the event that AT&T attempts to begin installation and subsequently discovers that these
modifications have not been met as specified, AT&T may postpone implementation. A quote will be provided to the
Agency for any additional costs incurred by AT&T because of the postponement. Any additional costs that are
incurred for site modifications because of the postponement will be the responsibility of the Agency. Work will be
rescheduled upon completion of the required modifications.
Hazardous Materials
Customer will maintain Customer’s location where AT&T is to perform work in a suitable and safe working
environment, free of Hazardous Materials. AT&T does not handle, remove or dispose of, nor does AT&T accept
any liability for, any Hazardous Materials at Customer’s location. If AT&T encounters any such Hazardous
Materials, AT&T may terminate this Statement of Work or suspend performance until Customer removes and
cleans up at its expense Hazardous Materials in accordance with this Statement of Work and applicable law. For
purposes hereof, “Hazardous Materials” means any substance whose use, transport, storage, handling, disposal,
or release is regulated to any law related to pollution, protection of air, water, or soil, or health and safety.
1) Provide backroom space for VIPER cabinet
2) Provide two dedicated NEMA 5-20R (20 amp) circuits for VIPER cabinet (verify existing
has sufficient power)
3) Provide one dedicated NEMA 5-15/20R (15/20 amp) circuit for each 911 position
4) Provide broadband access for remote connectivity (see Section 2.2 ‘Firewall’ above).
5) IP and wiring to NetClock location (see Section 2.2 ‘NetClock’ above).
6) Power for the TimeView display (see Section 2.2 ‘NetClock’ Above).
Authorized Agency Representative understands that the modifications listed above must be complete prior to AT&T
commencing installation.
_______________________________________________ _______________
Authorized Agency Representative accepts modification list. Date
…………………………………………………………………………………………….
__ __________________________________________ _______________
Authorized Agency Representative certifies modifications complete. Date
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Appendix B: LAN/WAN Policy
AT&T LAN/WAN PSAP Security Policy
It is AT&T’s policy to install 911 equipment only in a secure PSAP Local Area
Network (“LAN”) that is not connected to any other computer network outside of
AT&T’s control (with the exception of the national Crime Information Center
network or similar network, but only if such connection is expressly approved in
writing by AT&T, which approval will be in AT&T’s sole discretion).
AT&T will not install or terminate a PSAP LAN to a firewall. AT&T will identify the
demarcation point for the PSAP LAN, beyond which AT&T is not responsible. In
the event the customer has previously connected or subsequently connects their
PSAP LAN to any other computer network or has caused or causes such a
connection, contrary to AT&T’s PSAP Network Security Policy (which customer
acknowledges it has received and read), and the 911 equipment and/or PSAP
LAN is infected or damaged as a result of such connection, then all 911
equipment and/or PSAP LAN warranties, maintenance, and service provisions of
this amendment or statement of work will be immediately null and void. Under
such circumstances, AT&T will provide repair services for the 911 equipment
and/or PSAP LAN at Customer’s request and time and materials charges will
apply for all parts and labor required as a result of damage caused by the
infection. After all related damage has been repaired, maintenance and service
provisions of this agreement will resume.
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Appendix C: Dispatch and Equipment Floor Plans
FOOTPRINT OF DISPATCH
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FOOTPRINT OF EQUIPMENT ROOM
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Appendix D: Pricing & Terms
Please refer to separate document.
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Appendix E: Change Order Request Form
AT&T Project Office___________________________________________________________________________________________________________
Change Request Form: Arcadia PD
Change Orders cannot be billed directly to the State without State approval.
The Agency will be billed and must submit a reimbursement request to the State.
Originator:
Change Request Definition:
To be completed by Project Manager
Impact to System Schedule:
Impact to Overall Project Schedule:
Development Price:
Change Request #: Date:
System Affected:
Accepted Rejected:
Final AT&T Signoff: Final Agency Signoff: Date:
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Appendix F: Maintenance Procedures
“AT&T”
PROVIDING PRODUCT & SERVICE EXCELLENCE
TROUBLE REPORTING PROCEDURES
The Customer Assistance Bureau (CAB) is the trouble reporting center for our priority Public
Safety Agencies. The center is responsible for receiving Agency reports and electronically
relaying the reports to the responsible work groups for resolution, 24 hours a day, 365 days a
year. The CSB can escalate trouble reports and put you in contact with management personnel
responsible for resolving the trouble you have reported.
The Priority Repair Service number is:
(877) 500-4911
Due to the complexity of the services we provide and your own equipment it is essential that
you isolate trouble before reporting to AT&T. A few extra minutes to properly identify, isolate
and report a trouble can save hours in resolution time. Reporting the wrong trouble or circuit
number may cause extended delays in our ability to deploy the appropriate work crew to repair
the problem.
When you call in a report, please be ready to provide the following information:
1. Your name and call back telephone number.
2. Address and the location of trouble.
3. Telephone numbers or circuit number in trouble.
4. Nature of the trouble/condition.
5. Application the circuit is used for.
6. Access restrictions we may have to resolve trouble report.
7. Any terminal access problems or arrangements before dispatch.
8. The name of the contact person and their office number is a must!
9. Identification of Major or Minor Failure. (Defined below)
10. For urgent restorations you can ask for an hourly status from the Plant Control Office/PCO.
Major Failure - Definition of Major Failure: Any hardware, software or circuitry failure that
prevents the 9-1-1 PSAP call taker from making voice or TDD contact or viewing ANI
information or ALI information from a person who has dialed 9-1-1. Upon verbal notification by
the Agency, or electronic notification by the 9-1-1 system itself, of a major failure, AT&T will
meet the required response time detailed below:
ONSITE RESPONSE: A factory-trained technician will respond on-site with spare parts/software
within two (2) hours, or less, to diagnose and commence repair of a major failure. (The initial
replacement of some components may not be identical to the defective part (monitor, keyboard,
mouse, speakers, etc.). This is to provide an expeditious restoration. An identical replacement
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part will be provided within 72 hours.) Within two (2) hours, or less, the responding technician
will notify the PSAP of the nature of failure and an estimated time to effect repairs.
Minor Failure - Definition of Minor Failure: Any hardware, software or circuitry failure that
prevents the normal operation of any feature of the 9-1-1 system. Upon verbal notification by the
Agency, or electronic notification by the 9-1-1 system itself, of a minor failure AT&T will meet the
required response time detailed below:
ONSITE RESPONSE: During the initial notification by the PSAP Agency of a minor failure, the
Contractor will provide to the PSAP Agency an estimated time for on-site diagnostics/repairs to
begin. A factory trained technician will respond on-site with spare parts/software within twenty
four (24) hours, or less, to diagnose and repair a minor failure. (The initial replacement of some
components may not be identical to the defective part (monitor, keyboard, mouse, speakers,
etc.). This is to provide an expeditious restoration. An identical replacement part will be provided
within 72 hours.) Within twenty four (24) hours, or less, the responding technician will notify the
PSAP of the nature of failure and an estimated time to effect repairs.
DATE 4/8/2026
AT&T Contact Robert Russo
Phone (951) 500-2130
Email rr1713@att.com
Address 3580 Orange Street #104
Riverside, CA 92501
9-1-1 CPE BASIC TURN-KEY STAND-ALONE SYSTEM
Turn-key System
12 Months Maintenance 19,072.72$
Backroom UPS Replacement Quantity 2 10,274.00$
Position UPS Replacement Quantity 4 4,780.00$
UPS $ 15,054.00
Tax 10.50%1,580.67$
SYSTEM SUPPORT PLAN TOTAL 19,072.72$
This Quote Valid until 8/6/2026 TOTAL 35,707.39$
In the event the customer declines to authorize such replacement, AT&T will cease providing
Service for such Equipment.
AT&T will continue to provide Service under the Support Plan for as long as parts are available
on a commercially reasonable basis.
In the event repair parts are not readily available:
AT&T will advise customer and customer will have the option to replace the Equipment with a
similar product.
Support Agreement Term: 12/07/2025 to 12/06/2026
Support Agreement Quote
Arcadia PD
Support Agreement
4 Position VIPER
Attachment No. 3
1
RESOLUTION NO. 7701
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF ARCADIA,
CALIFORNIA, AUTHORIZING A SUPPLEMENTAL BUDGET
APPROPRIATION IN THE AMOUNT OF $35,707, FROM THE GENERAL
FUND RESERVE; AND APPROVING THE SUPPORT AGREEMENT RENEWAL
FOR THE POWER911/VIPER SYSTEM AND PURCHASE ORDER FOR
RELATED EQUIPMENT WITH AT&T, IN AN AMOUNT NOT TO EXCEED
$35,707
WHEREAS, the Arcadia Police Department (“Department”) utilizes the
Power911/VIPER (Voice over IP Emergency Response) system for managing 911
calls and associated equipment. This system ensures that emergency calls are
handled swiftly and efficiently, allowing dispatchers to quickly connect individuals in
distress with the necessary services; and
WHEREAS, AT&T is the current equipment and maintenance provider of the
Power911/VIPER system. AT&T recently notified the City that the Support Agreement
for maintenance is due for renewal, costing $19,072.72. Additionally, the
uninterruptible power supply (“UPS”), which serves as a backup battery for the 911
system needs replacement at $15,054. The total cost is approximately $35,707; and
WHEREAS, the Support Agreement expired in December 2025 and there was
a delay in notification because of recent staffing changes. Despite the Support
Agreement having expired in December 2025, AT&T has continued to provide
uninterrupted maintenance service. The renewal period of the Support Agreement
will be from December 7, 2025, to December 6, 2026; and
Attachment No. 4
2
WHEREAS, due to the delay in notification of the Support Agreement renewal
and the UPS replacement, funds were not allocated for this expense in the Fiscal
Year 2025-26 General Fund Operating budget. Consequently, a budget
appropriation from the Fiscal Year 2025-26 General Fund Reserve in the amount of
$35,707 is necessary to cover the expense; and
WHEREAS, the California Governor’s Office of Emergency Services (“Cal OES”)
serves as the primary administrator, funder, and modernizer of the statewide 911
emergency communications system and will reimburse the City the total cost of the
Support Agreement renewal and UPS replacement.
NOW, THEREFORE, THE CITY COUNCIL OF THE CITY OF ARCADIA, CALIFORNIA,
DOES FIND, DETERMINE AND RESOLVE AS FOLLOWS:
SECTION 1. The sum of thirty five thousand, seven hundred seven dollars and
zero cents ($35,707) is hereby appropriated to the fiscal year 2025-26 General Fund
Operating Budget and will cover the expense of the Support Agreement renewal
with AT&T and the UPS system replacement.
SECTION 2. The City Clerk shall certify to the adoption of this Resolution.
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