False Alarm Reduction Services

REQUEST FOR PROPOSALS FOR PROFESSIONAL SERVICES
FALSE ALARM REDUCTION SERVICES
ISSUED BY GOVERNMENT SUPPORT SERVICES
CONTRACT NUMBER GSS26956-FLS_ALRM
Contents:
I. Overview
II. Scope of Services
III. Required Information
IV. Professional Services RFP Administrative Information
V. Contract Terms and Conditions
VI. RFP Miscellaneous Information
VII. Attachments
APPENDIX A - ONLINE BID SUBMISSION PORTAL INSTRUCTIONS
APPENDIX B - COST PROPOSAL
APPENDIX C - ONLINE BID SUBMISSION PORTAL FORMS
APPENDIX D - TERMS AND CONDITIONS GOVERNING CLOUD SERVICES AND
DATA USAGE AGREEMENT
APPENDIX E - PROFESSIONAL SERVICES AGREEMENT DRAFT
** Ctrl+Click on the headings above will take you directly to the section.
I. Overview
The State of Delaware Department of Government Support Services, on behalf of the
Department of Safety and Homeland Security (DSHS) and Delaware State Police (DSP),
seeks professional services to provide comprehensive False Alarm Reduction Services
supporting the administration and enforcement of Delaware security system registration and
false alarm requirements in accordance with Delaware Code Title 24, Chapter 12. This
request for proposals ("RFP") is issued pursuant to 29 Del. C. 6981 and 6982.
The proposed schedule of events subject to the RFP is outlined below:
Public Notice Date: July 27, 2026
Deadline for Questions Date: August 5, 2026 4:30 p.m. (Local Time)
Response to Questions Posted by: Date: August 12, 2026
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6982(b) Version: 12/12/2025

STATE OF DELAWARE
Government Support Services
Deadline for Receipt of Proposals Date: August 20,2026 at 3:00 PM (Local Time)
Estimated Notification of Award Date: TBD
Each proposal must be accompanied by a transmittal letter which briefly summarizes the
proposing firm's interest in providing the required professional services. Exceptions must be
recorded on the Exceptions Form.)
Furthermore, the transmittal letter must attest to the fact, at a minimum, that the Vendor shall
not store or transfer non-public State of Delaware data outside of the United States. For
technology related solicitations, Vendors may refer to the Delaware Department of
Technology and Information identified terms and conditions included in this solicitation.
The State of Delaware reserves the right to deny any and all exceptions taken to the RFP
requirements.
MANDATORY PREBID MEETING
A mandatory pre-bid meeting has not been established for this Request for Proposal.
II. Scope of Services
A. Purpose
The State of Delaware Department of Government Support Services, on behalf of
Department of Safety and Homeland Security (DSHS) and Delaware State Police (DSP),
seek proposals from qualified vendors to provide comprehensive False Alarm Reduction
Services supporting the administration and enforcement of Delaware security system
registration and false alarm requirements in accordance with Delaware Code Title 24,
Chapter 12.
* The Contractor shall provide staffing, software, system administration, customer
support, reporting, training, and related services necessary to operate and maintain a
statewide false alarm reduction program.
* Services provided under this contract shall support Delaware State Police operations
only. Local law enforcement agencies are not included within the scope of this contract
unless otherwise authorized by the State.
B. Program Objectives
* The objectives of this engagement include:
* Improve compliance with Delaware security system registration requirements
* Reduce false alarm occurrences through administration and education
* Improve operational efficiency of registration and billing activities
* Provide secure, reliable, and auditable system administration
* Enhance customer service for alarm users, monitoring companies, and participating
agencies
* Improve collection and reconciliation of fees and penalties
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STATE OF DELAWARE
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C. Scope Overview
The selected vendor shall provide staffing, software, hosting, customer support,
registration management, billing, collections, reporting, training, and system
administration services. The Contractor shall support transition, implementation, ongoing
operations, and closeout activities as required.
* The following volumes are provided for informational and proposal development
purposes only and are not guarantees of future activity.
* Approximately 2,300 registration transactions annually
* Approximately 7,000 false alarm incidents annually
* Approximately 2,500 invoices generated annually
* Approximately 850 payments processed annually
* Estimated customer support volume of approximately 100 calls per month
D. Definitions
* Unless otherwise specified, terms shall have the meaning established under Delaware
Code Title 24, Chapter 12.
* "Alarm" means a security system signal that is created by the activation of a security
system.
* "Arming station" means a device that allows control of a security system.
* "Automatic voice dialer" means any electrical, electronic, mechanical, or other device
capable of being programmed to send a prerecorded voice message, when activated,
over a telephone line, radio or other communication system, to a law enforcement
authority, public safety or emergency services agency requesting dispatch.
* "Cancellation" means the process where response to a security system dispatch
request is terminated when a security business for the security system site notifies the
responding law enforcement agency, prior to arrival at the security system site, that
there is not an existing situation at the security system site requiring law enforcement
authority response.
* "Conversion" means the transaction or process by which a security business begins
the servicing and/or monitoring of a previously unmonitored security system or a
security system previously serviced and/or monitored by another security business.
* "Duress alarm" means a silent security system signal generated by the entry of a
designated code into an arming station in order to signal that the security system user
is being forced to turn off the system and requires law enforcement response.
* "False alarm" means a security system dispatch request to a law enforcement
authority, when no emergency of actual or threatened criminal activity requiring
immediate response exists. This definition includes signals activated by negligence,
accident, mechanical failure, and electrical failure; signals activated intentionally in
non-emergency situations; and signals for which the actual cause is unknown. There
is a rebuttable presumption that an alarm is false if personnel responding from a law
enforcement authority do not discover any evidence of unauthorized entry, criminal
activity, or other emergency after following normal police procedures in investigating
the incident. An alarm is not false if the security system user proves that:
An individual activated the alarm based on a reasonable belief that an emergency
o
or actual or threatened criminal activity requiring immediate response existed;
The security system was activated by a violent condition of nature, including but
o
not limited to tornadoes, floods, earthquakes and lightning, or by an electrical surge
that caused physical damage to the system, as evidenced by testimony of a
licensed security system contractor who has conducted an on-site inspection and
personally observed the damage to the system;
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STATE OF DELAWARE
Government Support Services
If the security system user experienced a power outage, causing the alarm to
o
activate upon restoration of power, as evidenced by written documentation
provided by Delmarva Power or other applicable provider; or,
Where there has been a cancellation as defined in paragraph (4) of this section.
o
* "Holdup alarm" means a silent alarm signal generated by the manual activation of a
device intended to signal a robbery in progress.
* "Law enforcement authority" means any authorized representative of a law
enforcement agency.
* "Local security system" means any security system, which is not monitored, that
annunciates an alarm only at the security system site.
* "Monitoring" means the process by which a security business receives signals from a
security system and relays a security system dispatch request for the purpose of
summoning law enforcement to the security system site.
* "Monitoring station" means an office or entity whereby a security business conducts
monitoring of security systems for purposes of dispatch and notification. A monitoring
station shall provide a toll-free, 24-hour telephone number for use by a responding law
enforcement agency.
* "Panic alarm" means an audible security system signal generated by the manual
activation of a device intended to signal a life threatening or emergency situation
requiring law enforcement response.
* "Regulatory Director" shall be the Trooper within the Delaware State Police selected
by the Superintendent of the Delaware State Police to monitor, assist and review the
management of Delaware Code Title 24 Chapter 12 Security Systems & Protective
Services alarm ordinance with the "Security system administrator"
* "Person" means an individual, corporation, partnership, association, organization, or
similar entity.
* "Responder" means an individual capable of reaching the security system site within
30 minutes and having access to the security system site, the code to the security
system, and the authority to approve repairs to the security system.
* "Security system administrator" means a person or persons designated by the state
with authority to administer, control and review false alarm reduction efforts and
administer the provisions of this section.
* "Security system dispatch request" means a notification to a law enforcement authority
that a security system, either manual or automatic, has been activated at a particular
security system site.
* "Security system registration" means authorization granted by the security system
administrator to a security system user to operate a security system.
* "Security system site" means a single fixed premises or location served by a security
system or systems. Each unit, if served by a separate security system in a multi-unit
building or complex, shall be considered a separate security system site.
* "Security system user" means any person or entity, which has contracted for
monitoring, repair, installation or maintenance services from a security business for a
security system, or which owns or operates a security system which is not monitored,
maintained or repaired under contract.
* "Takeover" means the transaction or process by which a security system user takes
over control of an existing security system, which was previously controlled by another
security system user.
* "Verify" means at least two attempts by a security business, or its representative, to
contact the security system site and/or security system user by telephone and/or other
electronic means, whether or not actual contact with a person is made, to determine
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STATE OF DELAWARE
Government Support Services
whether a security system signal is valid before requesting law enforcement dispatch,
in an attempt to avoid an unnecessary security system dispatch request.
* "Zones" means division of devices into which a security system is divided to indicate
the general location from which a security system signal is transmitted.
E. Scope of Services
1. Program Administration
The Contractor shall administer activities necessary to support Delaware's False
Alarm Reduction Program including:
* Administration of registration requirements
* False alarm tracking and management
* Fee administration and collections
* Customer support services
* System administration and maintenance
* Reporting and analytics
* Public education and outreach activities
2. Registration Administration Services
The Contractor shall:
a) Receive and process security system registration applications
b) Review applications for completeness and identify missing information
c) Verify applicant information and outstanding balances prior to approval
d) Approve or deny applications in accordance with State-established criteria
e) Issue registration confirmations and denial notifications
f) Process registration renewals, updates, modifications, transfers, and closures
g) Process returned payments and maintain related records
h) Maintain registration records and account histories
3. Alarm Incident Administration
The Contractor shall:
a) Receive alarm incident data from Delaware State Police in a format designated
by the State
b) Import, validate, and reconcile incident records
c) Maintain complete alarm occurrence histories
d) Track false alarm occurrences and escalation thresholds
e) Maintain account histories for alarm users
f) The Contractor shall process account adjustments, corrections, and fee
modifications only upon authorization from Delaware State Police. Delaware
State Police shall retain final authority for appeals determinations, fee waivers,
adjustments, and enforcement decisions.
4. Billing, Payment Processing, and Collections
The Contractor shall:
a) Generate invoices and notifications for false alarm charges and registration
fees
b) The solution shall support payment processing for, at minimum: Credit card
payments, Debit card payments, Check payments. Merchant processing
accounts shall remain under ownership and control of the vendor.
c) Provide secure payment processing capabilities
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STATE OF DELAWARE
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d) Maintain accounts receivable records
e) Conduct collection activities in accordance with State-approved procedures.
Collection activities may include written notices, email notifications, telephone
outreach, and referral to third-party collection services when authorized by the
State. Offerors shall describe collection methodologies and escalation
procedures.
f) Process refunds, credits, adjustments, and returned payments
g) Reconcile financial activity to cash receipts
h) Maintain documentation supporting all financial transactions
i) Support financial reporting and audit activities
j) Offerors shall clearly identify in their Cost Proposal the proposed allocation of
registration fees and false alarm assessments between the Contractor and the
State, including any administrative fee, transaction fee, revenue-sharing
methodology, or other compensation model proposed. The Cost Proposal shall
clearly describe how fees collected pursuant to Delaware Code Title 24,
Chapter 12, will be distributed between the Contractor and the State.
5. Customer Support Services
The Contractor shall provide customer support services including:
* Telephone support - available during normal business hours.
* Email support
* Online support capabilities - available twenty-four hours per day, seven (7)
days per week.
* Support for alarm users and monitoring companies
* Support related to registrations, payments, violations, and account status
* Customer inquiries shall receive initial response within three (3) business days
* Multilingual customer support capabilities shall be provided
The Contractor shall establish escalation procedures for unresolved issues.
6. System Requirements
The Contractor shall provide and maintain a secure, web-based solution supporting
program administration.
The Contractor shall integrate with existing Delaware State Police systems and
databases as required.
Acceptable integration methods may include API integration, secure file transfer
protocol (SFTP), flat-file exchange, or other approved transfer methodologies.
Offerors shall describe proposed integration methods, dependencies, and
assumptions.
Required capabilities include:
Registration Functions:
Online registration submission
o
Registration renewals
o
Account updates
o
Address validation
o
Document upload capability
o
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STATE OF DELAWARE
Government Support Services
Status tracking
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User Functions:
Account management
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Payment processing
o
Historical account information
o
Notification management
o
Administrative Functions:
Role-based access controls
o
Workflow management
o
Audit logging
o
Account adjustments
o
Search capabilities
o
Reporting capabilities
o
Monitoring Company Functions:
Limited-access user accounts
o
Customer account verification
o
Authorized updates
o
7. Website Requirements
The Contractor shall provide a publicly accessible website supporting the program.
Website functions shall include:
* Registration information
* Fine schedules
* Appeals information
* Educational materials
* Frequently asked questions
* Links designated by DSP
* Contact information
* Online forms and instructions
All public-facing websites, forms, portals, and customer interfaces shall comply with
applicable State accessibility requirements.
Offerors shall describe accessibility capabilities and standards supported by the
proposed solution.
8. Reporting Requirements
The Contractor shall provide standard and ad hoc reporting capabilities.
Required reports include, but are not limited to:
Operational Reports:
Registrations processed
o
Alarm activity statistics
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False alarm occurrences
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Permit activity trends
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Appeals activity
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Financial Reports:
Cash receipts
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Outstanding balances
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Aging reports
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Returned payments
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Adjustments and credits
o
The State reserves the right to request additional reporting requirements during the
contract term.
9. Training and Outreach
The Contractor shall provide training and educational support including:
* Administrative training
* User training materials
* Monitoring company education
* Implementation training
* Public education materials
* Refresher training as requested
10. Data Ownership and Confidentiality
All information, records, registration data, account information, financial records, and
related materials generated or maintained under this contract shall remain the
exclusive property of the State of Delaware.
The Contractor shall:
* Execute confidentiality agreements as required
* Prevent unauthorized use or disclosure of information
* Restrict data use solely to contract purposes
* Return all State data upon request or contract completion
* Destroy retained copies in accordance with State requirements
F. IMPLEMENTATION REQUIREMENTS
The Contractor shall provide an implementation approach including:
* Project plan
* Implementation schedule
* System configuration activities
* Testing activities
* Training plan
* Transition support
* Contractor shall support migration of historical registration, alarm, financial, and
related records from existing systems into the proposed solution.
* Offerors shall describe data conversion methodology, validation procedures, and
assumptions.
The State anticipates implementation activities to begin immediately upon contract
execution. Offerors shall propose an implementation schedule including configuration,
testing, migration, training, parallel operations, and production deployment.
The State's desired implementation target is approximately thirty (30) calendar days
following contract execution; however, offerors may propose alternative schedules with
supporting rationale.
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STATE OF DELAWARE
Government Support Services
G. PERFORMANCE REQUIREMENTS
The Contractor shall meet performance expectations established by the State.
Performance areas may include:
* Application processing timeliness
* Invoice generation timelines
* Customer response times
* System availability
* Report delivery timelines
* Financial reconciliation accuracy
Final service levels shall be established during contract negotiations.
The Contractor shall participate in operational meetings and contract performance reviews
at a frequency determined by Delaware State Police.
At minimum, annual contract review meetings shall be required.
H. RECORD RETENTION
The Contractor shall maintain records supporting all program activities for a minimum
period of five (5) years following final payment under the contract or longer if required by
State policy or litigation hold requirements.
The Contractor shall support internal and external audits.
I. SECURITY REQUIREMENTS
The Contractor shall maintain security controls appropriate for handling confidential
information. Minimum requirements include:
* Encryption of sensitive information
* Secure user authentication
* Role-based access controls
* Logging and monitoring capabilities
* Secure hosting environment
* Incident response procedures
* Breach notification procedures
* Backup and recovery capabilities
Vendor will be expected to sign the Delaware Terms and Conditions Governing Cloud
Services and Data Usage Agreement.
J. DELIVERABLES
At a minimum, the Contractor shall provide:
* Fully operational false alarm management system
* Registration portal
* Reporting capabilities
* Financial reconciliation reports
* Training materials
* Documentation
* Website content and maintenance
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STATE OF DELAWARE
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* Transition documentation
K. STATE RESPONSIBILITIES
The State shall:
* Provide policy guidance
* Identify designated program contacts
* Provide alarm incident files
* Approve policies and procedures
* Review and approve deliverables
* Provide required approvals and business decisions
III. Required Information
The following information shall be provided in each proposal in the order listed below. Failure
to respond to any request for information within this proposal may result in rejection of the
proposal at the sole discretion of the State.
A. Minimum Requirements
1. Provide Delaware license(s) and/or certification(s) necessary to perform services as
identified in the scope of work.
2. Vendor shall provide responses to the Request for Proposal (RFP) scope of work and
clearly identify capabilities as presented in the General Evaluation Requirements
below.
3. Complete all appropriate attachments and forms as identified within the RFP.
4. Proof of insurance and amount of insurance shall be furnished to the Agency prior to
the start of the contract period and shall be no less than as identified in the RFP,
Section G, Item 8 (insurance).
B. General Evaluation Requirements
1. Experience and Reputation
2. Expertise
3. Capacity to meet requirements (size, financial condition, etc.)
4. Demonstrated ability
5. Other criteria necessary for a quality cost-effective project
IV. Professional Services RFP Administrative Information
A. RFP Issuance
1. Public Notice
Public notice has been provided in accordance with 29 Del. C. 6981.
2. Obtaining Copies of the RFP
This RFP is available in electronic form through the State of Delaware Procurement
website at https://www.bids.delaware.gov/ and https://gss.bonfirehub.com/. Paper
copies of this RFP will not be available.
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