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NOTICE OF CONTRACT RENEWAL
State Of Missouri
Office Of Administration
Division Of Purchasing
POBox809
Jefferson City, MO 65102-0809
http:lloa.mo.govlourchasing
:bYZ /JO/Ct
CONTRACT NUMBER
CONTRACT TITLE
C211019001
AMENDMENT NUMBER
Offender Telephone System
006
REQUISITION NUMBER
June 28, 2011 Through June 30, 2018
VENDOR NUMBER
NIA
CONTRACTOR NAME AND ADDRESS
7527221440 11 MB00102200
STATE AGENCY'S NAME AND ADDRESS
Securus Technologies, Inc.
14651 Dallas Parkway, 6th Floor
Dallas, TX 75254
Office of Administration, Information Technology
Services Division
Various Correctional Institutions Throughout the State
of Missouri
CONTRACT PERIOD
ACCEPTED BY THE STATE OF MISSOURI AS FOLLOWS:
Contract C211019001 is hereby amended pursuant to the attached amendment #006, dated 03/19/18.
BUYER
Brent Dixon
SIGNATURE OF BUYER
r::. !N'>-::J..!11
DIRECTOR OF PURCHASING
~
Karen S. Boe)l;er
BUYER CONTACT INFORMATIONmail:
brent.dixon@oa.mo.gov
Phone: (573) 751- 4903 Fax: (573) 526-9816
DATE
1,} u/if
STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING (PURCHASING)
CONTRACT AMENDMENT
AMENDMENT NO.: 006
CONTRACT.NO.:. CZl1019001
TITLE: Offender Telephone System
ISSUE DATE: 03/13/18
TO:
REQ NO.: NR 931 YYY18708505
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov
Securus Technologies, Inc.
14651 Dallas Parkway, 61 ~ Floor
Dallas, TX 75254
RETURN AMENDMENT BY NO LATER THAN: 03/16/18 AT 5:00 PM CENTRAL TIME
RETURN AMENDMENT TO THE DIVISION OF .PURCHASING (PURCHASING) BY E-MAIL, FAX, OR
MAJL/COURIER:
r ......................................- .................................,.............................................................................................................................._....................................._ ... -.
!..~-~~.~..!'!:M.~!.1=..!Q.;.............!.. brentdixon@!)a.mo.ll'l.Y...................................................................................................................!
L!:.~.!QL...............................c ....c.c.c. ..j_(?.].~}.§~~;.!!,~J§. ..................,....................................................................................................................1
LMA!!:.!.Q!.............................................l..~.~-~.~!!.:!fo.,!'.:Q,.!!.!!~-~.~~•.:!!l!!~r.~.~!!.9.~:r:•. M.t:!..§.~.!~.:9.~92..............................!
! COURIER/DELIVER TO:
i
~-- .............................___ , •••••••••••••••••••••••• -
! PURCHASING,
i 65101-1517
301 West High Street, Room 630, Jefferson City, Mo
i
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DIJ;STJNATION TO THE FOLLOWING ADDRESS:
Office of Administration, Information Technology Services Division
Various Correctional Institutions Throughout the State of Missouri
SIGNATURE REQUIRED
Mb1ourt8UYS SY.STEM ID (SEE VENDORPRDFILE- M,\JN
fl
VEND
INFO~'rlON SCREEN)'
d, l L\ 40 \
_'fAX FlUNGTYPl:,VITH IRS {CHECK ONE)
COtp6-rati0n
_
AUfHOlUZEDSIGNATURE
IndividuaJ
~/"
_
!
.........................- ...- .................................................~ .........................................................................................-...1
State/Local G~vemment
_
Partnership
DATE
TITLE
__Sole Proptietor
_IRS Tax·EXempt
Contract C2 I I 01900 I
Page2
AMENDMENT #006 TO CONTRACT C211019001
CONTRACT TITLE:
OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD:
JUNE 28, 2011 THROUGH JUNE 30, 2018
The State ofMisso1,1ri desires to extend the cqntract through June 30, 2018. The extension will allowtimeto address
the protest of the newly awarded contract.
All other terms, conditions and provisions of the previous contract period, including all prices, shall remain the
same throughout the above contract period and apply hereto.
The contrac!Or shall sign and return this document on or before the date indicated.
State of Missouri
OFFICE OF ADMINISTRATION
Division of Purchasing
Contract Amendment Documentation
The following documentation consists of additional contract
amendment documentation. The additional contract amendment
documentation is not a part of the official contract amendment,
but provides supporting information for the official contract
amendment.
Eric R. Greitens
Governor
Sarah H. Steelman
Commissioner
State of Missouri
OFFICE OF ADMINISTRATION
Division of Purchasing
301 West High Street, Room 630
Post Office Box 809
Jefferson City, Missouri 65102-0809
(573) 751-2387 FAX: (573) 526-9815
TTD: 800-735-2966 Voice: 800-735-2466
http :II oa.mo. gov/purchasing
TO:
File
FROM:
Brent Dixon1>J>
RE:
Amendment #006 to C211019001
Karen S. Boeger
Director
DATE: March 13, 2018
RFPT30034901700137 was issued, and contract CTI 70137001 was awarded, to replace contract
C211019001 for offender telephone services for the Office of Administration's Information Technology
Services Division/Department of Corrections. However, the award of RFPT30034901700137 was
protested by one of the losing vendors, which resulted in a delay in implementation of the new contract,
CTI 7013 700 I. Contract C2ll019001 has been extended for 90 days to allow time to initiate the
implementation process under the new contract, CTI 70137001.
/bd
PURCHASJNG
CONTRACT AMENDMENT ROUTING GUIDE
Revised 08/17/15
=~CQStB~~TOTAL
Cost Savings
Surety Bond.
EXTENSION PERIOD: ->-.Ll-~l-'-'o"---'l~CI.1..1.U'----
Extension - 30-Day
Termination
Extension - $ Increase
Extension - W/O Increase - n Assignment
Cost Savings
Cancellation/Ternrination
Other Amendment
F.
Labor Stds - OA/FMDC Contractor Debarment Lists
Review of Participation Commi1Jnent Attainment - If app,
Verify Rece · t of I" Renewal - Blind/Shel Wksh Affdvt
SFS Review/Justification-Insert Advertising Date, if
Iicable
Buyer
c~llDIC/00 I
A#
00\o
..
NOTICE OF CONTRACT RENEWAL
State Of Missouri
Office Of Administration
Division Of Purchasing
POBox809
Jefferson City, MO 65102-0809
http://oa.mo.gov/purchasing
r~2
I I I)/
---,::x
..<~
I
CONTRACT NUMBER
ci
CONTRACT TITLE
C211019001
AMENDMENT NUMBER
Offender Telephone System
CONTRACT PERIOD
005
REQUISITION NUMBER
June 28, 2011 Through March 14, 2018
VENDOR NUMBER
NIA
7527221440 1 / MB00102200
STATE AGENCY'S NAME AND ADDRESS
CONTRACTOR NAME AND ADDRESS
Securus Technologies, Inc.
14651 Dallas Parkway, 6'h Floor
Dallas, TX 75254
Office of Administration, Information Technology
Services Division
Various Correctional Institutions Throughout the State
of Missouri
ACCEPTED BY THE STATE OF MISSOURI AS FOLLOWS:
Contract C211019001 is hereby amended pursuant to the attached amendment #005, dated 02/22/18.
BUYER
BUYER CONTACT INFORMATIONmail:
brent.dixon@oa.mo.gov
Phone: (573) 751- 4903 Fax: (573) 526-9816
DATE
Brent Dixon
SIGNATURE OF BUYER
15@'\·~
2../Z6'/JS7
DIRECTOR OF PURCHASING
./dia,b~
Karen S. Boeger
.
'
.
STA TE OF MISSOURI
omCE OF ADMINISTRATION
DIV1SION OF PURCHASING (PURCHASING}
CONTRACT AMENDMENT
REQNO.:NIA
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov
AMENDMENT NO.: 005
CONTRACT NO.: C211019001
TITLE: Offender Telephone.System
ISSUE DATE: 02120/18
TO:
Seeurus Technologies, Inc.
14651 Dallas Parkway, 6'• Floor
Dallas, TX 75254
RETURN AMENDMENT BY NO LATER THAN: 02/22/18 AT 5:00 PM CENTRAL TIME
RETURN AMENDMENT TO THE DIVISION OF PURCl!ASING (PURCHASING) BY E-MAIL, FAX, OR
MAIUCOURIER:
l~~-~~!.!:1R~~~fu:t\:t~:ii?.:i::::::::::r:;;;~;;-t:di;,:;~®~·;;::m.~:g:,:;;·::::::::::::::::::::::::::::::::::=::::::::::.:::=::::::::::::~=:::::::::::::::=:::i
!J!~.!.Q:.................................................\..{?7~)..!'j~~::?.~!~-------·----··--·-·-·-·--·~----··---'--'·"·-·-·--·~·-·---....,.•--J.
L~~.'!Qi.............................................L!.'..Y.~~.!!1§.!~Q,..~,Q,..~.~~.!!.~?.•.:!.~!!.~r.§.~!! ..Q.!Y,..MJ!.~~!.\!f..:!!.~~---.......................1
j COURIER/DELIVER TO:
j PURCHASING, 301 West High Street, Room 630, Jefferson City, Mo j
l
~-·
65101-1517
.
.
.
..·-·-·-·-·-·-·--·······························..············1i ...........................................................................................................................................
- ..- .......- ... _............l
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATlON TO THE FOLLOWING ADDRESS:
Office of Administration, Information Technology Services DivisiOn
Various Correctional Institutions Throughout the State of Missouri
SIGNATURE REQUIRED
MlswurlBUVS $VS'fEMID (SEEVENOQRPROFILE~ MAIN INF'ORltATION SCllEE!q
4000
\
-crrv, STA1'E__,_Zll'-00DE
Qa.< ,-o I \
o
-I x
15DOr
CONTACT PERSON
EM'AlLAl>DRESS
7'ober-t '1>\ <!J< e.i\S
PHONE NUMBER
C\FlQ- ~f'\11- Oo'Slo
VENDOR TAX FIWIGT\'PE WITH IRS (CllllCK ONE)
.L Corporation
_.ndividual
State/Local Government
_
l'artnership
DA1'E
.PR{Nn;D NAME
P,,,.,;..1.- f.~s
TITLE
_._Sole Proprietor
_IRS Tax-Exempt
Contract C21 l 01900 l
Page2
AMENDMENT #005 TO CONTRACT C211019001
CONTRACT TITLE:
OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD:
JUNE28,2011 THROUGH MARCH 14,2018
The State of Missouri desires to extend the contract through. March I 4, 2018. Efforts are underway to replace the
contract, but are not yet complete.
All other tenns, conditions and provisions of the previous contract period, including all prices, shall remain the
same throughout the above contract period and apply hereto.
The contractor shall sign and return this document on or before the date indicated.
.
'
State of Missouri
OFFICE OF ADMINISTRATION
Division of Purchasing
Contract Amendment Documentation
The following documentation consists · of additional contract
amendment documentation. The additional contract amendment
documentation is not a part of the official contract amendment,
but provides supporting information for the official contract
amendment.
Eric R. Greitens
Governor
State of Missouri
OFFICE OF ADMINISTRATION
Division of Purchasing
301 West High Street, Room 630
Post Office Box 809
Jefferson City, Missouri 65102-0809
(573) 751-2387 FAX: (573) 526-9815
TTD: 800-735-2966 Voice: 800-735-2466
http://oa.mo.gov/purchasing
Sarah H. Steelman
Commissioner
TO:
File
FROM:
Brent Dixon
RE:
Amendment #005 to C211019001
Karen S. Boeger
Director
DATE: February 20, 2018
;";>Y
RFPT30034901700137 was issued, and contract CTI 70137001 was awarded, to replace contract
C211019001 for offender telephone services for the Office of Administration's Information Technology
Services Division/Department of Corrections. However, the award of RFPT30034901700137 was
protested by one of the losing vendors, which resulted in a delay in implementation of the new contract,
CTl70137001. Contract C211019001 has been extended for 30 days to allow time to initiate the
implementation process under the new contract, CTI 70137001.
/bd
PURCHASING
c £1101000 I
CONTRACT AMENDM:ENT ROUfiN(ili'UIDE-. Revised 08/17/15
F.
oos
Performance Security Deposit:
$._ _ _ _ _ _ _ __
StrretyBo
$._ _ _ _ _ _ __
Cost Savings
Labor Stds - OA!FMDC Contractor Debarment Lists
Review of Participation Commitment Attainment- If app,
Ve· Rece tofl"Renewal-Blind!Shel Wksh Affdvt
SFS Review/Justification -Insert Advertising Date, if
licable
AiJ
B er
:
NOTICE OF CONTRACT RENEW AL
State Of Missouri
Office Of Administration
Division Of Purchasing
POBox809
Jefferson City, MO 65102-0809
http://oa.mo.gov/purchasing
CONTRACT NUMBER
CONTRACT TITLE
C211019001
Offender Telephone System
AMENDMENT NUMBER
CONTRACT PERIOD
004
June 28, 2011 Through February 15, 2018
REQUISITION NUMBER
VENDOR NLMBER
NIA
7527221440 1 /MBOOI02200
CONTRACTOR NAME AND ADDRESS
STATE AGENCY'S NAME AND ADDRESS
Securus Technologies, Inc.
14651 Dallas Parkway, 6th Floor
Dallas, TX 75254
Office of Administration, Information Technology
Services Division
Various Correctional Institutions Throughout the State
of Missouri
ACCEPTED BY THE STATE OF MISSOURI AS FOLLOWS:
Contract C211019001 is hereby amended pursuant to the attached amendment #004, dated 12115/17.
BUYER
BUYER CONTACT INFORMATION
Brent Dixon
Email: brent.dixon@oa.mo.gov
Phone: (573) 751-4903 Fax: (573) 526-9816
SIGNATURE OF BUYER
DATE
~'-.,,-,.
DIRECTOR OF PURCHASING
~
Karen S. Boeger
I
L.,l t't II 7
STATE OF MISSOURI
OFF'lCE OF ADMINISTRATION
DIVISION OF .PURCHASING (PURCHASING)
CONTRACT AMENDMENT
AMENDMENTNO.: n04
CONTRACT NO.: 011019001
TITLE: Offender Telephone Sydem
ISSUE DATE: 12115117
TO:
.QEQ NO.: NIA
BUYER: Brent Dixon
PHONE NO,: (573) 751-4!)03
11:-MAIL: h!'elJt.dixon@oa.mo.goY
Seeurus Technologies, Inc.
l465l Dallas Parkway, 6'" Floor
Dallas, TX 75254
RETURN AMENDMENT BYNO LATER THAN: 12120/17 AT 5:00 PM CENTRAL TIME
RETURN AMENDMENT TO THE DIVISION OF PURCHASING (PURCHASING) BY E-MAIL, FAX, OR
MAIUCOURJER:
....
~!s!\!.~~!~~A!~:'.H~.:. . .:~~J.bii"iii~ii~:m·;:;~;::.::.~:::::~:::::::::.:.::::~:::::.:::~: =.=.....::·-·~:::::.:.::::::~t
LEA~.!.l?..L ..._ ..........- ..................... -i..!~.?.:!>.§~~!:!!!.!§.................................................................~-- ..-... - .......................................[
l. MA!!!..!.QL..- .....................................t.!'..P.!!Cf!!\S~9,1_!'.,_q,..!!J>~..!!.!!~.,:!~.!'!!!.~l'..'!.2~~,.M.~...!'§.!\!.2-0809 ..........."""··-..!
i PURCHASING, 301 West High Street, Room 630,
!
<i5101•1517
.
._.. _•••-•••••••---·-•-•••----•••-,-•m••--•·-•••-.._•<•••-•-..•••••-•..••o•..-•-•,....,.••-•••,._H••-•'"-'""'"'".....,..,.,.....,,...
; COURIER/DELIVER TO:
~
City, Mo !.
.
!
.....,.,.,_.,,...,..,._...,.,.,.,. .., .....,,
Jeff~n
~•••.,--•••-•••••m••,.••
l)ELlVERSUPPLIES/SERVICES FOB (Free On.Board) DESTINATION TO THE FOLLOWING ADDRESS:
Office of Administration, Information Technology Services DiVision
Various Correctional Institutions Throughout the State of Missouri
SIGNATURE REQUIRED
CITY~STATE". ZIP COf>E
'f'fO\ \-ton
15001
W N r TAXJIUNGTYPEWITH IRS (CHECX ONE)
Jl._ Corporation
_Individual
_
Statellooal_Gover'tnnent
- .IRS Ta/<-Exempl
TttLE
Page2
CoritractC211019001
AMENDMENT #004 TO CONTRACT C211019001
CONTRACT TITLE:
OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD:
JUNE 28, 2011 THROUGH FEBRUARY 15, 2018
The State of Missouri desires to extend the contract through February 15, 2018. Efforts are underway to replace
the <:ontract, but are Iiot yet complete.
All other terms, conditions and provisions of the previous contract period, including all prices, shall remain the
same throughout the almve contract period and apply hereto.
·
The Contractor sha11 sign and return this document on or before the date indicated.
State of Missouri
OFFICE OF ADMINISTRATION
Division of Purchasing
Contract Amendment Documentation
The following documentation consists · of additional contract
amendment documentation. The additional contract amendment
documentation is not a part of the official contract amendment,
but provides supporting information for the official contract
amendment.
Eric R. Greitens
Governor
State of Missouri
Sarah H. Steelman
Commissioner
OFFICE OF ADMINISTRATION
Karen S. Boeger
Division of Purchasing
301 West High Street. Room 630
Post Office Box 809
Jefferson City, Missouri 65102-0809
(573) 751-2387 FAX: (573) 526-9815
TTD: 800-735-2966 Voice: 800-735-2466
htto://oa.mo.gov/purchasing
Director
TO:
File
FROM:
Brent Dixon
RE:
Amendment #004 to C2l1019001
DATE: December 14, 2017
RFPT30034901700137 was issued, and contract CTI 70137001 was awarded, to replace contract
C211019001 for offender telephone services for the Office of Administration's Information Technology
Services Division/Department of Corrections. However, the award of RFPT30034901700137 was
protested by one of the losing vendors, which resulted in a delay in implementation of the new contract,
CTI 70137001. Contract C211019001 has been extended for 45 days to allow time to initiate the
implementation process under the new contract, CTI 7013 700 I.
/bd
PVRCHASJNG
CONTRACT AMENDMENT ROUTING GUIDE
Revised 08/17115
c Z..Hbl<rool
Ail
<n4
~::-:,,·. -:~~-~~~~;~~~:~·; ~-;;.;~:.:ti.f~~t1t~ti.:7~~¥"~·:·: ~·~.
RENEWAL:
PERIOD OF
TOTAL
$._ _ _ _ _ _ __
Renewal - % Increase
_ _ Cost Savings
Perlormance Security Deposit:
Renewal - $ Increase
_ _ Cost Savings
$_ _ _ _ _ _ __
Renewal- WIO Increase
Surety Bond:
SFS Renewal - Prices In Original Contract
SFS.Renewal-Prices Not in Original Contract
Annual Wage Order Nmnber:
1--~===-----------------4 Annual Wage Order.Date: .
EXTENSIONPERIOD:_____________ County(ies):_ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Extension-30-Day
T=inati.on
Cost Savings
Extension - $ Increase
Other Instructions: _ _ _ _ _ _ _ _~------- - , Extension- W/O Increase
Assigome:ut
Cancellation/Termination
Other Amendment
F.
Labor Stds - OAIFMDC Contractor Debarment Lists
Review of Participation Commitment Attainment-If app, ·
Veri:fy Rece t ofl" Renewal - Blind/Shel
Affdvt
B er
SFS Review/Justification-IllsertAdvertisin.gDate, if
plicahlo
I~
NOTICE OF CONTRACT RENEWAL
State Of Missouri
Office Of Administration
Division Of Purchasing
POBox809
Jefferson City, MO 65102-0809
http://oa.mo.gov/purchasing
CONTRACT NUMBER
CONTRACT TITLE
C211019001
Offender Telephone System
AMENDMENT NUMBER
CONTRACT PERIOD
002
June 28, 2017 Through December 31, 2017
REQUISITION NUI\-IDER
VENDOR NUMBER
NIA
7527221440 1
CONTRACTOR NAME AND ADDRESS
STATE AGENCY'S NAME AND ADDRESS
Securus Technologies, Inc.
14651 Dallas Parkway, 6th Floor
Dallas, TX 75254
Office of Administration, Information Technology
Services Division
Various Correctional Institutions 'Throughout the State
of Missouri
ACCEPTED BY THE STATE OF .MISSOURI AS FOLLOWS:
The State of Missouri hereby exercises its option to renew the contract for six months to allow time to complete
the evaluation and award process and implement the awarded solution.
All other terms, conditions and provisions of the contract, including all prices, shall remain the same throughout
the above contract period and apply hereto.
The State of Missouri intends to issue a new solicitation for an offender telephone system. If a new contract is
awarded and solution implementation is completed before December 27, 2017, the state reserves the right to
terminate the contract with thirty days written notice pursuant to paragraph 3. 7 .1 of the contract.
SIGNATURE OF CONTRACTOR IS NOT REQUIRED ON THIS DOCUMENT.
BUYER
BUYER CONTACT INFORMATION
Brent Dixon
Email: brent.dixon@oa.mo.gov
Phone: (573) 751- 4903 Fax: (573) 526-9816
SIGNATURE OF BUYER
DATE
()~J~
06/22/17
DIRECTOR OF PURCHASING
1diu,b~
Karen S. Boeger
/
NOTICE OF CONTRACT RENEWAL
State Of Missouri
Office Of Administration
Division Of Purchasing
POBox809
Jefferson City, MO 65102..0809
http:/foa.mo.gov/purchasing
'!d2 J//J} ·1
CONTRACT NUMBER
CONTRACT TITLE
C2110I9001
Offender Telephone System
AMENDMENT NmiBER
CONTRACT PERIOD
002
June 28, 2016 Through June 27, 2017
REQUISITION NUMBER
VENDOR NUMBER
NIA
7527221440 1
CONTRACTOR NAME A.~D ADDRESS
STATE AGENCY'S NAME AND ADDRESS
Secums Technologies, Inc.
14651 Dallas Parkway, 61h Floor
Dallas, TX 75254
Office of Administration, Infonnation Technology
Services Division
Various Correctional Institutions Throughout the State
of Missouri
ACCEPTED BY THE STATE OF MJSSOURl AS FOLLOWS:
Contract C2l l019001 is hereby amended pursuant to the attached signed Amendment #002, dated 03/24/16.
BUYER
BU\'ER CONTACT INFORMATION
Brent Dixon
Email: brent.dixon@oa.mo.gov
Phone: (573) 751- 4903 Fax: (573) 526-9816
SIGNATURE OF BUYER
DATE
IS~-;:;~
DIRECTOR OF PURCHASING
~
Karen S. Boeger
03/24/16
STATE OFMISSOl/RI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING (PURCHASING)
CONTRACT AMENDMENT
REQNO.:N/A
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov
AMENDMENTNO.: 002
CONTRACT NO~: Clll01900l
TITLE: Offeuder Telcplaone System
ISSUE DATE: 03/16116
TO:
Securus Technologies, Inc.
14651 DallllS Pal'kway, 61b Floor
Dalw, TX 75254
RETURN AMENDMENT BY NO LATER THAN: 03/17116 AT S:OO .PM CENTRAL'.flME
RETURN AMENDMENT TO THE DJVISJON OF PURCHASING (PURCHASING) BY E-MAI.L, FAX, OR
MAIL/COURIER:
rn£~:fi.~~~~:E~~&:t§:~:::::J~r;;~d\!~~i~a::m~:·1;;,;:::::::::::~~::::::::::::::~::::::::~:::::~~:::::::::::::::::::::::::::::::::::::::::J
l.,!~.!Q.:..,..,.-.,-·-··-••U••h•••••-••-•-•J,.,(~~.l.~~!:2~.!2....,,...,.....,,.,_,,,.;..o,........,.,.m.,••••-'-•••.,.,,~.,.,,,._,.,,.,.,,,.,,.,,_.,.,..,,,._.,,.,.,.,,,•.,,..,.,.,.__,_J
!..M~!.k!Q!......"...,.._...........-...............J. E.Y.~<;:~~$J.[.<!.1..~:.9_... !!.~~.~.9.?.d..~!f.~f!9.!Lt:;J!ti.,Mo ...~~!~.:.oso~---·-··-·--·..-·J
I COURIER/DELIVER TO:
I
PURCHASING, 301 West mgh Street, Room 63{), Jefferson City, Mo 65101- f
i'li•HHU••••••O.,.-•_..... ,., .............,.,..., .... _ ••••• _,...,• ..,.,...,., ..,l..................
1s11 _.,.,. ...,.,....,..,._,.,.,,,.h..••"'"'•Mh..-1N•-"
·
. I
..._._..,..,..,...,,,Muo•"'•"""•••-•.,-·...,..-••.. uH0•1•u~o••IWH*"'•"••-•OoHt..,tt••••fl~""'u•uu•....,
DELlVER SUPPLIES/SERVICES FOB {Free 011 Board) DESTINATION TO THE FOLLOWING ADDRESS:
Office of Administration, Jnfonnation Technology Senices Division
Various Correctional lllsUtutions Throughout tlte State of Missouri
SIGNATURE REQUIRED
OOL'IG llUSl.'lES.S AS !Dll.l.) XAlll:
l.l:CAI. ?l,UIF. Of F.l\."ll'.f"\'IJ.'IDl\'IDlJAI· 111.U:D WITU 111$ FOR Tiii& TA." ID 1\0,
SECUR.US TECHNOLOGIES
~t.\ll.INC«UIUllt:SS
IRS fOJL\I 1099 ~U.11.11\G ADDRUS
14651 DALLAS PARKWAY SUrTE 600
crn:. ST.\Tt:.zir coot
crn'.ST.lTE,z1P(;oor.
DALLAS, TEXAS 75254
CO.'t'l:ACT IEUSO:oi
l!MAll.AllD.Rt:SS
ROBERT PICKENS
RPICKENS@SECURUSTECHNOLOGIES.COM
l'lfOl\t: l"llMDl:R
FAXXlilllllEK
972-277-0386
I
TA.'lPA\'t:R ID Nll~lllERtTIN)
TAXPA\"ER ID(l'IN) TI'l'f.jCllF.CK OXE)
X· FEIN
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Page2
AMENDMENT #002 TO CONTRACT C211019001
CONTRACT TITLE:
OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD~
JUNE 28, 2011 THROUGH JUNE 27, 2017
,.~
....... ...............
~
The State of Missouri hereby amends the above referenced contract to address the rate changes mandated by the
Federal Communications Commission (FCC) pursuant to the FCC order issued on October 22, 20l5, which is
referenced in the FCC Federal Register Vol. 80, No. 243 dated Dec.ember 18, 2015,
As a result of the new Rates for Ininate Calling Services~ Final Rule (47 CFR Part 64- WC Docket No.12-375;
FCC 1S-136J (the "New FCC Order") that was approved in a 3-2 vote by the Federal Commuokations
Commission ("FCC") on October 22, 2015, published in the Federal Register on Decen1ber 18, 201Sy and
partially stayed by the Washington D.C. Circuit Court on March 7,016, effective March 17, 2016, the applicable
portions of the New FCC Order that were not stayed and go into effect on March 17; 2016, are 11s follows: ·
§ 64.6080 Per-Callt 01· Pet...Connection Charges.
No Provider shall impose a: Per-Cl\11 or Per-Connection Charge on a Consumer.
§ 64.6090 Flat-Rate Calling.
No Provider shall offer Flat-Rate Calling for lmuateCalling Services
§ 64.6020 Ancillal'y Service Charge.
(b) No Provider shall charge a rate fora permitted Ancillary Service Charge in exce$s of:
(I) For Automated Payment Fees-$3.00 per use;
(3) For Live Agent Fee-$S.95 per use
Paragraph 2.1.S of- t!1e contract states, "The co11tractor m11s1 comply wil/J oil applicable lmr, m1d Fttderttl
Co1111111111ica1io11s Co111misslo11 and S1a1e of Missouri Public Ser1•ice Commis.vio11 r.egulalio11s regardilig licem·i11g
aud ce1•/iflcatio11:r and submit doc11me111alion of such if requested Upon contractor pro\•iding evide11ce of 1/Je
validity of 11ew federal a11dlor state reg11/afio11 directly <iffecti11g the provisions of the co11t1'act, tl~e stale shall
amend the co11t1·<1CI lo i11clude such provi!ti01'S. Reg11/alo1y mandates of the co111raalor may be passed 011 to the
state via co11tract ame11dme111. "
Pul'suant to paragraph 2.1.5, the contract, in order to be in compliance with the requirements of the New FCC
Order that were not stayed, is mnended as follows starting on March 17, 2016 as specified below:
Set-uo Charge oer Collect Call
Page 79179 of FCC Federal Register Vol. 80, No. 243 indicates Seclion 64.6080 of tile FCC order states, "No
ProvideJ• sltall impose a Pel'-Ca// 01· Per-Co1111ectio11 Charge on a C11.'itome1.'."
Lines 00 I and 002 of the contl'act pricing in Exhibit A permitted a total charge of $1.05 for a one minute interstate
or intrastate collect call. By this amendment, Line 002 of the pricing is eliminated as a separate item, and Line
001 is revised to reflect that a charge of $1.05 for the first minute of an interstate or intrastate collect call is
pennitted, with all subsequeilt 1ninutes being charged at the contract price of $0.0S per minute. Debit and prepaid
call rates are uncbanged.
Set-UJ) Charge per International Call
Page 79179 of FCC Federal Register Vol. 80, No. 243 indicates Section 64.6080 of the FCC order states, "No
Provider shall impose a Per-Call or Per-Co1111eclio11 Chm-ge 011 "Customer."
Lines 005 and 006 of the contract pricing in E.'<hibit A pennitted a total cbarge of $1.50 fur a one minute
intemational call. By this amendment, Line 006 of the pricing is eliminated as a separate item, and Line 005 is
revised to 1·~flect that a charge of $1.50 for the first minute of an international call is pemiitted, with all
subsequent minutes bei·ng charged at the contract price of $0.50 per minute.
Per Tr1nsactim1 Set-u11 Fee fo1· Pre-paid Account RevJsion
Page 79179 of FCC Federal Register Vol. 80, No, 243 indicates Sei;tion 64.6020, paragraph (b) of the FCC order
states, 'Wo Provider shall chm'$e a rate for a permille<i Ancillary Service Charge i11 e:rces.'l of:"
Page 79179 of FCC Federal Register Vol. 80, No. 243 indicates Section 64.6020, paragraph (b)(l) of the FCC
order states, "ForA1110111<1ted Payme111 Fees - $100 per use.. and paragraph (b)(3) states, "Fol' Live Age11/ FeeS5.95 per 1tse."
Line 003 Per Transaction Set-up for Pre"Paid Account in Exhibit A is revised from the current price of $6.95 each
to the following: For prepaid account funding by automated payment (website, IVR, or other automated method):
$3.00 per use. Frn· pr~paid account funding through a live agent or operntor: $5.95 per use.
Securus understands and agrees that it shall operate in compliance with the New FCC Order, the D.C. Circuit
Partial Stay Order, and any subsequent decisions by the FCC or the com1s. Secums agrees to publish the revised
charges, and to implement as required by law.
Secunrs agrees to indemnify and hold harmless the State of Missouri, its departments. divisions, and employees,
from any liability caused by this a111endme1it and any other efforts to cpmply with the new FCC Order. Securus
fm1her agrees that if a charge in this amendment conflicts with, or is not in accord with. the new FCC Order, then
Securus shall refund any improperly charged amounts.
The .Parties to this. contract understand that if there are changes to the New FCC Order created by the FCC, or
through a court decision, that a new amendment may be needed to address such changes, including a reversion to
the charges contractually in place prior to this amendment.
All other tenns, conditions and provisions. of the contract, including all other pricing, shall remain the $ame and
apply hereto. The contractor shall sign and return this docmpent signifying its agreement.
Federal Register I Vol. 80, No. 243 /Friday, December 18, 2015 /Rules and Regulations
state where a facility is located, or an
agent of any such facility.
• 3. Section 64.6010 is revised to read
as follows:
§64.6010 Inmate Calllng Servtcee ra1a
caps.
(a} No Provider shall charge, in the
Jails it serves, a per-minute rate for
Debit Calling, Prepaid Calling, or
Prepaid Collect Calling in excess of:
(1) $0.22 in Jails with an ADP of
0-349;
(2) $0.16 in Jails with an ADP of350999; or
(3} $0.14 in Jails with an ADP of 1,000
or greater.
DebilJprepaid
Size and type of facility
rate ca~per
MO
o-349 Jail ADP ................................................................................................
350-999 Jail ADP ............................................................................................
1,000+Jail ADP ...............................................................................................
(d) No Provider shall charge, in the
Prisons it serves, a per-minute rate for
Collect Calling in excess of:
(1} $0.14 after March 17, 2016;
(2) $0.13 after July 1, 2017: and
(3) $0.11 after July 1, 2018, and going
forward.
(e) For purposes of this section, the
initial ADP shall be calculated, for all of
the Correctional Facilities covered by an
Inmate Calling Services contract, by
summing the total number of inmates
from January 1, 2015, through January
19, 2016, divided by the number of days
in that time period;
(f) In subsequent years, for all of the
correctional facilities covered by an
Inmate Calling Services contract, the
ADP will be the sum of the total number
of inmates from January 1st through
December 31st divided by the number of
days in the year and will become
effective on January 31st of the
following year.
• 4. Section 64.6020 is revised to read
as follows:
§ 64.6020 Ancllary Service Charge.
(a) No Provider sha11 charge an
Ancillary Service Charge other than
those permitted charges listed in
§64.6000.
(b) No Provider shall charge a rate for
a permitted Ancillary Service Charge in
excess of:
.(1} For Automated Payment Fees$3.00 per use;
(2) For Single-Call and Related
Services-the exact transaction fee
charged by the third-party provider,
with no markup; plus the adopted, perminute rate;
(3) For Live Agent Fee-$5.95 per use;
(4) For Paper Bill/Statement Fee$2.00 per use;
(5) For Third-Party Financial
Transaction Fees-the exact fees, with
no markup that result from the
transaction.
$0.22
0.16
0.14
• 5. Section 64.6030 is revised to read
as follows:
§64.6030
Inmate taUlng Services Interim
ral8cap.
No Provider shall charge a rate for
Collect Calling in excess of $0.25 per
minute, or a rate for Debit Calling,
Prepaid Calling, or Prepaid Collect
Calling in excess of $0.21 per minute.
These interim rate caps shall sunset
upon the effectiveness of the rates
established in § 64.6010.
• 6. Section 64.6040 is revised to read
as follows:
f 84.8040 Retes tor calla Involving a TTY
device.
(a} No Provider shall levy or collect
any charge in excess of 25 percent of the
applicable per-minute rate for TTY·to·
TTY cal1s when such calls are
associated with Inmate Calling Services.
(b) No Provider shall levy or collect
any charge or fee for TRS-to-voice or
voice-to-TTY calls.
• 7. Section 64.6060 is revised to read
as follows:
§ 64.6060 Annual reporting and
certlflcaUon requirement.
(a) Providers must submit a report to
the Commission, by April 1st of each
year, regarding interstate, intrastate, and
international Inmate Calling Services for
the prior calendar year. The report shall
be categorized both by facility type and
size and shall contain:
(1) Current interstate, intrastate, and
international rates for Inmate Calling
Services;
(2} Current Ancillary Service Charge
amounts and the instances of use of
each;
(3} The Monthly amount of each Site
Commission paid;
(4} Minutes of use, per-minute rates
and ancillary service charges for video
visitation services;
79179
(b) No Provider shall charge, in any
Prison it serves, a per•minute rate for
Debit Calling, Prepaid Calling, or
Prepaid Collect Calling in excess of.
(1) $0.11;
(2) [Reserved)
(c) No Provider shall charge, in the
Jails it serves, a. per-minute rate for
Collect Calling in excess of:
eonect rate
r.er
cap
MOU
as o June 20,
2016
$0.49
0.49
0.49
Collect rate
cap per MOU
as of July 1,
2017
Collect rate
cap per MOU
as of July 1,
2016
$0.36
0.33
0.32
$0.22
0.16
0.14
(5) The number of1TY-based Inmate
Calling Services calls provided per
facility during the reporting period;
(6} The number of dropped calls the
reporting Provider experienced with
TTY-based calls; and
(7) The number of complaints that the
reporting Provider received related to
e.g., dropped calls, poor call quality and
the number of incidences of each by
TTY and TRS users.
(b) An officer or direct.or of the
reporting Provider must certify that the
reported information and data are
accurate and complete to the best of his
or her knowledge, information, and
belief.
• 8. Section 64.6070 is added to subpart.
FF to read as follows:
§64.8070 Tu:e• and fen.
(a} No Provider shall charge any taxes
or fees to users of Inmate Calling
Services, other than those permitted
under § 64.6020, Mandatory Taxes,
Mandatory Fees, or Authorized Fees.
• 9. Section 64.6080 is added to subpart
FF to read as follows:
§ 64.6080 Per-call, or Per-Connection
Charges.
No Provider shall impose a Per-Call or
Per-Connection Charge on a Consumer.
• 10. Section 64.6090 is added to
subpart FF to read as follows:
§ 64.6090 Flat-Rate catllng.
No Provider shall offer Flat-Rate
Calling for Inmate Calling Services.
• 11. Section 64.6100 is added to
subpart FF to read as follows:
§64.6100 Minimum and maximum Prepaid
Celling account balances.
(a) No Provider shall institute a
minimum balance requirement for a
Consumer to use Debit or Prepaid
Calling:
(b) No Provider shall prohibit a
consumer from depositing at least $50
Federal Communications Commission
FCC lS-136
(e) For purposes of these rules, the initial ADP shall be calculated, for all of the Correctional
Facilities covered by an Inmate Calling Services contract, by summing the total number of
inmates from January 1, 2015, through the effective date of the Order, divided by the number of
days in that time period;
(f) In subsequent years, for all of the correctional facilities covered by an Inmate Calling Services
contract, the ADP will be the sum of the total number of inmates from Jani.Lary pt through
December 31 • divided by the number of days in the year and will become effective on January
31 u of the following year.
3. Section 64.6020 is replaced with a new Section 64.6020 to read as follows:
§ 64.6020 Ancillary Service Charge
(a) No Provider shall charge an Ancillary Service Charge other than those permitted charges listed in
Section 64.6000.
(b) No Provider shall charge a rate for a pennitted Ancillary Service Charge in excess of:
(1) For Automated Payment Fees-$3.00 per use;
(2) For Single-Call and Related Services-the exact transaction fee charged by the third-party
provider, with no markup, plus the adopted, per-minute rate;
(3) For Live Agent Fee-$5.95 per use;
(4) For Paper Bill/Statement Fee-$2.00 per use;
(5) For Third-Party Financial Transaction Fees-the exact fee8, with no markup that result from
the transaction.
4. Section 64.6030 is revised to read as follows:
§ 64.6030 Inmate Calling Services
Interim Rate Cap
No Provider shall charge a rate for Collect Calling in excess of $0.25 per minute, or a rate for Debit
Calling, Prepaid Calling, or Prepaid Co11ect Calling in excess of$0.21 per minute. These interim rate
caps shall sunset upon the effectiveness of the rates established in section 64.6010.
5. · Section 64.6040 is revised to read as follows:
§ 64.6040 Rates for Calls Involving a TTY Device
(a) No Provider shall levy or collect any charge in excess of25 percent of the applicable per-minute
rate for TfY-to-TTY calls when such calls are associated with Inmate Calling Services.
(b) No Provider shall levy or collect any charge 'or fee for TRS-to-voice or voice-to-TTY calls.
&. Section 64.6060 is revised to read as follows:
§
64.6060 Ann,..al Reoorting and Certification ~uirement
(a) Providers must submit a report to the Commission, by April Ist of each year, regarding interstate,
intrastate, and international Inmate Calling Services for the prior calendar year. The report shall
be categorized both by facility type and size and shall contain:
161
Federal Communications Commission
FCC 15-130
(1) Current interstate, intrastate, and international rates for Inmate Calling Services;
(2) Current Ancillary Service Charge amounts and the instances ofuse of each;
(3) The Monthly amount of each Site Commission paid;
( 4) Minutes of use, per-minute rates and ancillary service charges for video visitation services;
(5) The number ofTIY-based Inmate Calling Services calls provided per facility during the
reporting period;
(6) The number of dropped calls the reporting Provider experienced with ITV-based calls,; and
(7) The number of complaints that the reporting Provider received related to e.g., dropped calls.
poor can quality and the number of incidences of each by TTY and TRS users.
(b) An officer or director of the reporting Provider must certify that the reported information and data
are accurate and complete to the best of his or her knowledge, information, and belief.
7. Section 64.6070 is added to read as follows:
§ 64.9070
Taxes and Fees
(a) No Provider shall charge any taxes or fees to users of Inmate Calling Services, other than
those permitted under section 64.6020, Mandatory Taxes, Mandatory Fees, or Authorized
Fees.
8. Section 64.6080 is added to read as follows:
§ 64.6080 Per-CalL or Per-Connection Charges
No Provider shall impose a Per-Call or Per-Connection Charge on a Conswner.
9. Section 64.6090 is added to read as follows:
§ 64.6090 Flat-Rate Calling
No Provider shall offer Flat-Rate Calling for Inmate Calling Services.
10. Section 64.6100 is added to read as follows:
§ 64.6100 Minimum and Maxjmum Preoaid Calling Account Balances
(a) No Provider shall institute a minimum balance requirement for a Conswner to use Debit or·
Prepaid Calling. ·
(b) No Provider shall prohibit a consumer from depositing at )east $50 per transaction to fund a Debit
or Prepaid Calling account.
11. Section 64.6110 is added to read as follows:
§ 64.6110 Consumer Disclosure of Inmate CaUin2 Services Rates
162
State of Missouri
OFFICE OF· ADMINISTRATION
Division of Purchasing
Contract Amendment Documentation
The following documentation consists · of additional contract
· amendment documentation.. The additional contract' amendmenl'
documentation is not a part of the official contract amendment
but provides supp<?rting information for the official contract
amendment.
·
1
Jeremiah W. (Jay) Nixon
Governor
Doug Nelson
Commissioner
State of Missouri
OFFICE OF ADMINISTRATION
Division of Purchasing
30\ West High Street, Room 630
Post Office Box 809
Jefferson City, Missouri 65102-0809
(573) 751-2387 FAX: (573) 526-9815
TID: 800-735-2966 Voice: 800-735-2466
http://oa.mo.gov/purchasing
Karen S. Boeger
Director
February 22, 2016
Robert E. Pickens, Chief Operating Officer
Securus Technologies, Inc.
14651 Dallas Parkway, 6th Floor
Dallas, TX 75254
Dear Mr. Pickens:
The State of Missouri has reviewed the Federal Communications Commission (FCC) order issued on
October 22, 2015 and references in the FCC Federal Register Vol. 80, No. 243 dated December 18, 2015.
Pursuant to paragraph 2.1.5 of contract C2ll019001 for an Offender Telephone System, the state feels a
contract amendment is necessary to address the areas of the contract impacted by the FCC order in tum to
ensure the contract is in compliance with federal law. Please sign the attached contract amendment and
return it to me by March l, 2016.
If you have any questions, or would like to discuss, please contact me at (573) 751-4903 or
brent.dixon@oa.mo. gov.
Sincerely,
~0·
Brent Dixotc;PB
Purchasing Manager
Attachment
Jeremiah W. (Jay) Nixoo
Governor
State of Missouri
DouaNelson
OFFICE OF ADMINISTRATION
Karen S. Boeger
Commissioner
Division of Purchasing
301 West High Street, Room 630
Director
Post Office Box 809
Jefferson City, Missouri 65102--0809
(573) 751-2387 FAX: (573) 526-9815
TID: 800-735-2966 Voice: 800-735-2466
http://oa.mo.gov/purchasing
TO:
File
FROM:
Brent Dixon
RE:
Amendment #002 to Contract C211019001
DATE: February 22, 2016
The State of Missouri amended contract C211019001 to address the Federal Communications
Commission (FCC) order that was issued on October 22, 2015 and outlined in the December 18, 2015
Federal Register per the attached 1/29/16 email from Amy Roderick of the Department of Corrections. In
order to be in compliance with the federal law, as required in contract paragraph 2.1.5, the following rates
have been revised:
Per Transaction Set-up Fee for Pre-Paid Account
The FCC order established a dollar cap of $3.00 on ancillary charges assessed for automated payment
fees. The state's contracted rate was $6.95 per transaction, which exceeded the allowed rate identified in
the FCC order. Therefore, the Per Transaction Set-up Fee for Pre-Paid Accounts has been changed from
$6.95 to $3.00.
Set-uo Charge ner Collect Call
The FCC order indicated provider shall not impose a per-call or per-connection charge on a customer.
The state's contract included a $1.00 per call rate to set up collect calls, which is now prohibited by the
FCC order.· Therefore, the Set-up Charge per CoUect Call has been changed from $1.00 to $0.00.
There are several vendors, including Securus, which have initially rejected the FCC order and filed
counter suits. Therefore, if a new ruling is made, the contract will be revised to reflect the new ruling.
/bd
C: C211019001
Boeger, Karen
From:
Subject:
Attachments:
Roderick, Amy
Friday, January 29, 2016 1:34 PM
Boeger, Karen
Williams, Richard; Briesacher, Matt; Rost, David E
Inmate Calling Services
Federal Register.pdf; November 5 FCC Order.pdf
Importance:
High
Sent:
To:
Cc:
Karen,
Per our conversation. The FCC order issued October 22, 2015, was published in the Federal Register December 18,
2015. Any amendments to the contracts for prisons should be completed by March 17, 2016. I believe our contract
with Securus needs reviewed for an amendment related to the Per Transaction Set-Up Fee for Pre-Paid Account and Set
Up Charge per Collect call. Currently, Securus charges $6.95 each transaction and $1.00 set up per collect call. On pages
161 and 162 of the FCC order, is outlined the allowable rates for ancillary service charges. For the $6.95 fee, It may need
to be amended to $3.00 and for the collect call fee, it may need to be $0. I am requesting a legal review of the FCC
register to determine if an amendment needs to be completed related to these two fees.
I have attached the Federal Register for the FCC order, which is also attached.
Rick and Matt, If you need a copy of the contract with the current charges, just let me know and I will get that to you.
Thank you,
Amy L. Roderick
Inspector General
Missouri Department of Corrections
PO Box236
Jefferson City, MO 65102
573-526-6504 office
573-298·1637 cell
573·522-2636 fax
Amv.Roderick@doc.mo.gov
l
PURCHASING
CONTRACT AMENDMENT ROUTING GUIDE
c ZJ. lt>l'ltl'J (
A# ·(J()t_
Revised 08/1711'
RENEWAL: _ _ _ _ PERIOD OF_ _ _ _ _ _TOTAL
Renewal - % Increase
Cost Savings
Performance Security Deposit:
$-'-------Renewal - $ Increase
Cost Savings
Surety Bond:
$_ _......__ _ _ __
Renewal - W/O Increase
SFS Renewal - Prices In Original Contract
SFS Renewal - Prices Not in Original Contract
Annual Wage Order Number:
1------------------------1
Annual Wage Order Date:
EXTENSION PERIOD: _ _ _ _ _ _ _ _ _ _ _ __
County(ies):_ _ _ _ _ _ _ _- ' - - - - ' - - - - ~ion-
30-Day
1- - -=~= : .:.;:;:;P: .:;: .: :=-~-t~.: 1n. :. ,~: ;_ ; ln: .:creas=: .: e;. _
_ _ _ _c_o_st_s_a_v_in_gs_ _---1
~ -.Udfit§
ry.
Cancellation/Termination
Other Amendment
Labor Stds - OA/FMDC Contractor Debarment Lists
Review of Participation Commitment Attainment - If app,
F.
V · Rece· t of l Jt Renewal - Blind/Shel
Affdvt
SFS Review/Justification - Insert Advertising Date, if
licable
·
Bu er
rt
NOTICE OF CONTRACT RENEWAL
State Of Missouri
Omce Of Administration
Division Of Purchasing
P0Box809
Jefferson. City, MO 65102-0809
http://oa.mo.gov/purchasing
·-·
CONTRACT Nt:MBER
CONTRACT TITLE
C21101900l
Offender Telephone System
AMENDMENT NUMBER
CONTRACT PERIOD
001
June 28, 2016 Through June 27, 2017
REQUISITION NUMBER
VENDOR NUMBER
NIA
7527221440 l
CONTRACTOR NAME AND ADDRESS
SfATE AGENCY'S NAME AND ADDRESS
Securus Technologies, Inc.
14651 Dallas Parkway, 6th Floor
Dallas, TX 75254
Office of Administration, Information Technology
Services Division
Various Correctional Institutions Throughout the State
of Missouri
ACCEPIED BY THE STATE OF MISSOURI AS FOLLOWS:
The State of Missouri hereby exercises its option to renew the contract.
All other terms, conditions and provisions of the contract, including all prices, shall remain the same throughout
the above contract period and apply hereto.
The State of Missouri intends to issue a new solicitation for an offender telephone system. If a new contract is
awarded and system implementation is completed before June 27, 2017, the state reserves the right to terminate the
contract with thirty days written notice pursuant to paragraph 3. 7. I of the contract.
SIGNATURE OF CONTRACTOR IS NOT REQUIRED ON THIS DOCUMENT.
BUYER
BUYER CONTACT INFORMATION
Brent Dixon
Email: brent.dixon@oa.mo.gov
Phone: (573) 751- 4903 Fax: (573) 526-9816
SIGNATURE OF BUYER
DATE
~~J.!t~O-~ ~
DIRECTOR OF PURCHASING
~
Karen S. Boeger
01/14/16
Jeremiah W. (Jay) Nixon
Governor
State of Missouri
Doug Nelson
Commissioner
OFFICE OF ADMINISTRATION
Division of Purchasing
30 l West High Street, Room 630
Post Office Box 809
Jefferson City, Missouri 65102-0809
(573) 751-2387 FAX: (573) 526-9815
TTD: 800-735-2966 Voice: 800-735-2466
Karen S. Boeger
Director
httn://oa.mo.gov/purchasing
January 14, 2016
Robert E. Pickens, Chief Operating Officer
Securus Technologies, Inc.
14651 Dallas Parkway, 6m Floor
Dallas, TX 75254
Dear Mr. Pickens:
With the enclosed amendment to Contract C2 l l 01900 I for Offender Telephone System, the State of
Missouri is exercising its first renewal option pursuant to section 3.2.1 of the contract. As specified in
section 3.2. l, all tenns, conditions, and prices remain the same during the renewal period. Although the
renewal does not require your signature, I would appreciate your acknowledging receipt of the renewal
Please be advised the state intends tQ rebid the offender phone service contract. At this time the State of
Missouri has not identified an issuance date for the Request for Proposal to rebid this service; however, I
anticipate the RFP will be issued during the tenn of this renewal. Upon award of the new contract under
the RFP, the State of Missouri will work closely with Securus on any necessary transition. Such an award
and transition may occur prior to expiration of the first renewal period (i.e. June 27, 2017). but the
specific timing is unknown at this point.
The State of Missouri's decision to rebid is not a reflection of dissatisfaction with Securus' perfonnance
under the contract. Instead., the state desires to consider potential technology or service offerings that may
be available in the market
The State of Missouri appreciates Securus' ongoing service under the contract and looks forward to your
participation in the upcoming rebid.
Sincerely,
~+
BJ."Cnt Dixon, CPPB
Purchasing Manager
Attachment
PURCHASING
CONTRACT AMENDMENT ROUTING GUIDE
Revised 08/17/1 S
Renewal - % Increase
Cost Savings
Renewal - $ Increase
Cost Savings
JcC..... Renewal - WIO Increase
SFS Renewal - Prices In Original Contract
SFS Renewal - Prices Not in Original Contract
....,_---------------------------1
EXTENSION PERIOD:______________
Extension - 30-Day
Termination.
Extension - $ Increase
Extension- W/O Increase
Assignment
Cancellationffermination
Ocher Amendment
D.
__
Cost Savings
Performance Security Deposit:
$_ _ _ _ _ _ __
Surety Bond:
$_ _ _ _ _ _ __
Annual Wage Order Number:
Annual Wage Order.Date:
County(ies):._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Other Instructions: _ _ _ _ _ _ _ _ _ _ _ _ _ __
Labor Stds - OAIFMDC Contractor Debarment Lists
E.
Review of Participation Commitment Attainment-Ifapp,
F.
Veri Recei t ofl •Renewal - Blind/Shel Wksh Affdvt
SFS Review/Justification-Insert Advertising Date, if
licable
c__L_l....1n.....ti_oo..,\______.A# oof
Bu er
NOTICE OF AWARD
State Of Missouri
Office Of Administration
Division Of Purchasing And Materials Management
P0Box809
Jefferson City, MO 65102-0809
http://www.oa.mo.gov/purch
SOLICITATION NUMBER
CONTRACT TITLE
B2Zl 1019
Offender Telephone System
CONTRACT NUMBER
CONTRACT PERIOD
C211019001
June 28, 2011 Through June 27, 2016
REQUISITION .NUMBER
VENDOR NUMBER
NR 300 31501000001
7527221440 1
CONTRACTOR NAME AND ADDRESS
STATE AGENCY'S NAME AND ADDRESS
Securus Technologies, Inc.
14651 Dallas Parkway, 6th Floor
Dallas, TX 75254
Office of Administration, Information Technology
Services Division
Various Correctional Institutions Throughout the State
of Missouri
ACCEPTED BY THE STATE OF MISSOURI AS FOLLOWS:
The proposal submitted by Securus Technologies, Inc. in response to B2Zl 1019 is accepted in its entirety
including their response to Best and Final Offer #001 and the email clarification from Steven Cadwell of Securus
Technologies dated May 26, 2011.
BUYER
BUYER CONTACT INFORMATION
Brent Dixon
Email: brent.dixon@oa.mo.gov
Phone: (573) 751-4903 Fax: (573) 526-9816
SIGNATURE OF BUYER
DATE
D~);Jp~,
DIRECTOR OF PlJRCHASING AND MATERIALS MANAGEMENT
~~
James Miluski
06/28/11
STATE OF MISSOURI
omcE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR BEST AND FINAL OFFER (BAFO)
FOR REQUEST FOR PROPOSAL (RFP)
REQ NO.: NR 300 31501000001
BUYER:
Brent Dixon
PHONE NO.: (573) 751-4903
E-MAil.,: brent.dixon@oa.mo.go11
BAFO REQUEST NO.: B2Z11019
RFP NO.: B2Z11019
mLE: OFFENDER TELEPHONE SYSTEM
ISSUE DA TE: 03/01/11
BAFO RESPONSE SHOULD BE RETURNED BY: 04108111 AT 5:00 PM CENTRAL TWE
MAILING INSTRUCTIONS:
Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Sealed BAFOs should oo in DPMM office (301 W High Street,
Room 630) by the return date and time.
(Courier Service)
DPMM
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65101-1517
(U.S. Mail)
DPMM
or
POBOX809
JEFFERSON CITY MO 65102-0809
RETURN PROPOSAL TO:
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB {Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:
VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the 1tems and/or services, at the prices
quoted. in accordance with all terms and conditions, requirements, and specifications of the original RFP as modified by any previously
issued RFP amendments and by this and any previously issued BAFO requests. The offeror agrees that the language of the original RFP as
modified by any previously issued RFF amendments and by this and any previously issued BAFO requests shall govern in the event of a
conflict with hisfhcr proposal. The offeror further agrees that upon receipt of an authorized purchase order from the Division of Purchasing
and Materials Management or when a Notice of Award is signed and issued by an authorized official of the State of Missouri, a binding
contract shall exist between the offerer and the State of Missouri.
SIGNATURE REQUIRED
DOING
BUSl~F..SS
LF,t;,1.L SAMI'. 0)." £!'.lllt'/l1'1>1\'IDliAL TILED WITH lRS FOR THIS TAX 1JI i'>O,
AS!DM.)NAl\IF:
Securus Technologies, Inc.
Securus Technologies. Inc.
. MAIUNf; ADIJIU:SS
IRS FOR.\1109!' MAllJNG ADJll<ESS
14651 Dallas Parkwav, 6m Floor
14651 Dallas Parkwav, 6rh Floor
CITY, STAn;:, UP CODI!:
CITY, STATJ!:,Zll'COOE
Dallas, Texas 75254
Dallas. Texas 75254
CONTACT PERSON
EMAlL ADDJU'.SS
Robert E. Pickens
bpickens@securustech.net
PHONE NUMBER
FAX NUMBER
972-277-0300
t _X_
TAXPA VER ID NUMBER (TIN)
972-277-0514
TAXPAYER ID (TIN) TYPE (CHECK ONE}
FEIN
_
SSN
I
\'ENDOR NUMBEll (IF KNOWN}
75-2722144
"VENDOR TAX FILING T\'l'E Wl'Jli lJIS (CJl.llCK ONE)
_x_ Colporation
-
AU1HORIZED SIGNAllJ!lE
Individual
~f~~
_
Stair/local Government
_
Partnership
_Sole Proprietor
DATE
April 8, 2011
l'IUNTI!D NUfE
TITLE
Robert E. Pickens
Chief Operating Officer
_IRS Tax &empt
Dixon, Brent
From:
Sent:
To:
Subject:
Attachments:
Steven Cadwell [scadwell@securustech.net}
Thursday, May 26, 201112:27 PM
Dixon, Brent
Securus Spanish Speaking call center Services SECURUS:0284000135
image001.gif
Mr. Dixon/Brent,
All English calls are handled in the United States by SECURUS employees. Most Spanish calls are handled in the United
States by Securus Spanish speaking employees. Based on communication quality and effectiveness as measured by
Securus "Customer Value Survey" scores, Securus does outsource between four (4) and seven (7) percent of Spanish
calls (based on recent call volume data) to Mexico. We have detailed tracking and metrics regarding both domestic and
international call centers and can show that the satisfaction from customers supported by Mexico is as high as domestic
calls. The Spanish handled call volume varies monthly as does overall call volume and at its peak is about seven {7}
percent of total call volume and on average is four (4) percent.
Please don't hesitate to contact me if I can be of further assistance.
Steve
Steve+'\! C. CcadwelL ·
sv. ACCOtANtt"E~we; - voe
W~'R~
80 5 -5 81 -000 3 (J[flce,,805 -81 If -1 lf8lf CelL
www ..secµy~n.et"
SECURUS~
1
Dixon, Brent
From:
Sent:
To:
Subject:
Attachments:
Steven Cadwell [scadwell@securustech.net]
Thursday, May 26, 2011 12:27 PM
·
Dixon, Brent
Securus Spanish Speaking call center Services SECURUS:0284000135
image001.gif
•
Mr. Dixon/Brent,
All English calls are handled in the United States by SECURUS employees. Most Spanish calls are handled in the United
States by Securus Spanish speaking employees. Based on communication quality and effectiveness as measured by
Securus "Customer Value Survey" scores, Securus does outsource between four (4) and seven (7) percent of Spanish
calls (based on recent call volume data) to Mexico. We have detailed tracking and metrics regarding both domestic and
international call centers and can show that the satisfaction from customers supported by Mexico is as high as domestic
calls. The Spanish handled call volume varies monthly as does overall call volume and at its peak is about seven (7)
percent of total call volume and on average is four (4) percent.
Please don't hesitate to contact me if I can be of further assistance.
Steve
SteNet"\I C. CadwelL
SY'.
ACCOtM'tt"E~we-
- 'DOC
W~'R~
805 -581-0003 ~
805-814-14-84 CelL
www.wcw~n.et
''Lecw~C(.ltya(Lof ~'
1
TITLE: OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
0
Prospective offerors are hereby notified of the following revisions 10 the RFP:
l.
2.
3.
4.
5.
6.
7.
8.
9.
REVISED paragraph 2.11.1 b
REVISED paragraph 2.11.1 j
REVISED paragraph 2.11 A
REVJSEDparagraph 2.1 J .8
ADDED paragraph 3.20.2 a
REVISED Exhibi1 A, Section A.I
REVISED Exhibit A, Section A.3
REVISED Exhibit A, Section A.5
ADDED Exhibit C, Section C. I 7
Jeremiah W. (Jay) Nixon
Governor
State of Missouri
Kelvin Simmons
Commissioner
OFFICE OF ADMINISTRATION
Division of Purchasing and Materials Management
301 West High Street, Room 630
Post Office Box 809
Jefferson City, Missouri 6 5102-0809
(573) 751-2387 FAX: (573) 526-9815
TTD: 800-735-2966 Voice: 800-735-2466
http://www.oa.mo.gov/purch
James Miluski
Director
March 31, 2011
Securus Technologies, Inc.
Attn: Robert Pickens
14651 Dallas Parkway, 6th Floor
Dallas, TX 75254
SENT VIA EMAIL: bpickens@securustecb.net
Dear Mr. Pickens:
In accordance with paragraph 4.2.2 of RFP B2Zl 1019 for an offender telephone system for the Department of
Corrections/ITSD, this letter shall constitute an official request by the State of Missouri to enter into competitive
negotiations with your company. Included with this letter are two attachments.
The first attachment is the Best and Final Offer (BAFO) Request List and it includes a listing of areas identified
in your proposal as areas requiring clarifications, and areas of deficiency which may not comply with the
requirements of the RFP. The list also includes a request for specific responses to identified RFP paragraphs.
The second attachment is a complete copy of the RFP, including revisions to the RFP as a result of the BAFO.
It includes a Best and Final Offer (BAFO) Form as the cover page.
Your detailed BAFO response needs to include the BAFO Form, completed and signed by an authorized
representative of your organization. In addition, your detailed BAFO response should address each area
identified on the BAFO Request List using the same numbering outline as the list. However, please be advised
that it is not necessary for you to resubmit your entire proposal. Only the signed BAFO Form, your response to
the BAFO Response List, and any portions of your proposal that are being revised as a result of this request for a
Best and Final Offer need to be submitted.
In your response to this Best and Final Offer, you may make any modification, addition, or deletion deemed
necessary to your proposal. However, please understand that the State of Missouri is under no obligation to
advise you of concerns regarding your proposal and makes no claim related thereto. Your response to this
BAFO request is your final opportunity to ensure that (1) all mandatory requirements of the RFP have been met,
(2) all RFP requirements are adequately described since all areas of the proposal are subject to evaluation, and
(3) this is your best offer, including a reduction or other change to pricing.
You are requested to respond to this BAFO request by submitting a written, sealed "Best and Final Offer" BY
5:00 PM CENTRAL TIME ON Thursday, April 6, 2011 to:
Attention: Brent Dixon
Division of Purchasing and Materials Management
301 West High Street, Truman Building, Room 630
Jefferson City, MO 65101
The outside of the packet containing the BAFO response needs to state, "BAFO for B2Z 11019" on the lower
left corner. Please include the original plus six (6) copies (for a total of seven (7) documents) of your response.
Faxed or e-mailed responses are not acceptable.
You are reminded that pursuant to section 610.021, RSMo, proposal documents including any best and final
offer documents are considered closed records and shall not be divulged in any manner until after a contract is
executed or all proposals are rejected. Furthermore, you and your agents (including subcontractors, employees,
consultants, or anyone else acting on their behalf) must direct all questions or comments regarding the RFP, the
evaluation, etc. to me, as the buyer of record. Neither you nor your agents may contact any other state employee
regarding any of these matters during the negotiation and evaluation process. Inappropriate contacts or release
of information about your proposal or BAFO are grounds for suspension and/or exclusion from specific
procurements.
If you have any questions regarding this BAFO request, please contact me at (573) 751-4903 or e-mail me at
brent.dixon@oa.mo.gov. I sincerely appreciate your efforts in working with the State of Missouri to ensure a
thorough evaluation of your proposal.
Sincerely,
Brent Dixon (Buyer)
c:
Evaluation Team
RFP B2ZI 1019
Attachments:
Best and Final Offer Request List
RFP including BAFO form
SECURUS TECHNOLOGIES, INC.
BEST AND FINAL OFFER REQUEST LIST
BAFO NO. 001 FOR RFP B2Zll019
1.
IDENTIFIED DEFICIENCIES AND CLARIFICATION:
1.1
Securus Technologies labeled each of the screen prints and images included in their proposal as
proprietary and confidential infonnation. However, the State of Missouri does not consider the
material to be confidential pursuant to section 610.021 RSMo as specified in RFP paragraph
4.1.5. Consequently unless you can provide adequate explanation of what qualifies the material
to be held as confidential pursuant to the provisions of section 610.021 RSMo, then pursuant to
RFP paragraph 4. I .5, the screen prints and images will be considered an open record like the rest
of Securus Technologies' proposal. Securus Technology should provide acknowledgement that
their proposal will be public record.
2.
OFFEROR RESPONSE TO CHANGED REQUIREMENTS:
2.1
The enclosed BAFO contains additional revisions deemed necessary as a result of the responses
received. As a result of the revisions, the offeror shall acknowledge compliance with all
requirement changes in the accompanying RFP attachment (as revised by this BAFO request) and
submit any response revisions that are necessitated by the requirement changes. The offeror may
change, add information, and/or modify any part of their response.
Note: Offerors are reminded that their response to this Best and Final Offer must meet full
compliance with the mandatory requirements, terms, conditions, and provisions of the RFP.
Failure to do so will result in rejection of the offerer's response.
An RFP Solution Presented
Expressly for
Office of Administration,
Information Technology Services Division,
Missouri Department of Corrections
BAFO RFP No.: B2Z11019
Offender Telephone System
•
Presented to:
Brent Dixon
Division of Purchasing and Materials Management
301 West High Street, Room 630
Jefferson City, Mo 65101-1517
(573) 751-4903
Presented by:
Securus Technologies, Inc.,
14651 Dallas Parkway, Ste. 600
Dallas, TX 75254
0
Securus' Best and Final Offer response was produced to ensure the highest level of recycled materials possible.
As requested in the original RFP, Securus has printed on recycled paper using the front and back of the pages. We have also
bound our response with reusable materials, eliminating the use of plastic or vinyl binding.
SECURUS~
TECHNOLOGIES
connecting what matters™
Table of Contents
Transmittal Letter .................................................................................................................................................... 1
Best and Final Offer Request List ...................................................................................................................... 3
BAFO Revised Requirements .............................................................................................................................. 5
•
•
~
--
SEClJBJJ§.
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
(This page is intentiona11y left blank)
•
•
'
ii
Missouri l!>OC BAFO RFP No. 82211019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
~SECURus·
~~~
Transmittal Letter
Mr. Brent Dixon, Buyer
State of Missouri Office of Administration
Division of Purchasing and Materials Management (DPMM)
PO Box809
301 West High Street, Room 630
Jefferson City, Missouri 65101-1517
April 8, 2011
Re: RFP No. B2Z11019 for an Offender Telephone System
Dear Mr. Dixon,
•
Securus is pleased to have the opportunity to provide our response to your request to enter into
competitive negotiations and to provide additional information in areas identified in our proposal
that require clarifications, and to address areas of deficiency in the RFP. We have also carefully
reviewed the BAFO changes to the RFP and have provided a direct response to each.
Securus believes our response to both the Securus BAFO request list and the revised RFP as a result
of the BAFO includes the necessary and required changes. In the event that any additional
clarification or information is required by the State, Securus is prepared to respond immediately as
required.
Securus looks forward to additional discussions with the State and the opportunity to demonstrate
our proposed technologies when appropriate.
Please do not hesitate to contact me directly or Steven Cadwell at any time you require additional
information from Secun.1s. Mr. Cadwell can be reached by telephone (805) 814-1484 or by email at
scadwell@securustech.t!tl.
Sincerely,
•
Robert E. Pickens, Chief Operating Officer
Securus Technologies, Ille.
14651 N Dallas Parkway, Suite 600
Dallas, Texas 75254
972-277-0300
bpickens@securustech.nfil
Missouri DOC BAFO RFP No. 82211019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
1
(This page is intentionally left blank)
•
2
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Secufus Technologies, Inc. All rights reserved.
•
Best and Final Offer Request List
IDENTIFIED DEFICIENCIES AND CLARIFICATION:
1.1
•
fif
Securus Technologies labeled each of the screen prints and images included in their proposal as
proprietary and confidential information. However, the State of Missouri does not consider the
material to be confidential pursuant to section 610.021 RSMo as specified in RFP paragraph
4.1.5. Consequently unless you can provide adequate explanation of what qualifies the material
to be held as confidential pursuant to the provisions of section 610.021 RSMo, then pursuant to
RFP paragraph 4.1.5, the screen prints and images will be considered an open record like the rest
of Securus Technologies' proposal. Securus Technology should provide acknowledgement that
their proposal will be public record.
Securus has read, agrees, and complies.
Securus understands and acknowledges that the screen prints and images will be considered an
open record and its proposal will be public record. Upon further consideration, Securus concurs
that the material previously identified as confidential pursuant to section 610.021 as specified in
paragraph 4.1.5 is not considered confidential for the purposes of this RFP. Securus understands
that the screen prints and images will be considered an open record like the rest of Securus'
proposal.
OFFEROR RESPONSE TO CHANGED REQUIREMENTS:
2.1
The enclosed BAFO contains additional revisions deemed necessary as a result of the responses
received. As a result of the revisions, the offeror shall acknowledge compliance with all
requirement changes in the accompanying RFP attachment (as revised by this BAFO request) and
submit any response revisions that are necessitated by the requirement changes. The offeror may
change, add information, and/or modify any part of their response.
Note: Offerers are reminded that their response to this Best and Final Offer must meet full
compliance with the mandatory requirements, terms, conditions, and provisions of the RFP.
Failure to do so will result in rejection of the offeror's response.
fl
•
Securus has read, agrees, and complies.
~SECURUS.
i.z~_..
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
3
(This page is intentionally left blank)
•
4
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Secunis Technologie5, Inc. All rights reserved.
•
BAFO Revised Requirements
2.11
Workstation Requirements:
The workstations provided with the offender telephone system must be a corporate class laptop
that meets the following minimum requirements:
2.11.1
a. 15" Widescreen WXGA screen;
REVISED PER BAFO #001
b. CPU with Intel Core i5 Processor or AMD Processor Equivalent;
c. Memory with 4 GB RAM;
d. Hard Drive with 80 GB;
e. Sound Card;
•
f. DVD+/-RW;
g. Integrated Wireless Solution 802.11 b/g/n;
h. Microsoft Windows 7 Professional;
i. Microsoft Office 2007 Professional Software; and
REVISED PER BAFO #OOi
j. Five (5) year, on-site, next-business day warranty.
fl
Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
Securus will provide 20 corporate class laptops to the state agency that meets the following
specifications as detailed above:
•
•
15" Widescreen WXGA screen
•
CPU with Intel Core iS Processor
•
Memory with 4 GB RAM
•
Hard Drive with 80 GB
•
Sound Card
•
DVD+/-RW
•
Integrated Wireless Solution 802.11 b/g/n
CD SECIJ,flHS'
---
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
5
Revis~d
BAFO
Requirements
___ _J _--~- - ~- ~-----------
•
Microsoft Windows 7 Professional
•
Microsoft Office 2007 Professional Software
•
Five year, on-site, next-business day warranty
Our proposed workstation features the Latitude E6510 Laptop. The laptop is designed for easy
mobile collaboration and enhanced productivity, the Dell Latitude E6510 laptop features
advancements in manageability, durability, and security that can empower IT. Whether you are
working in the office or anywhere, Latitude'"' E6510 laptops can simplify productivity by providing
for easy access as to the Securus SCP OTS. Features include the following:
•
Easy Global Collaboration - The latest wireless options let you connect with colleagues
from virtually anywhere. A light-sensitive Webcam and noise-reducing, speechenhancing microphone can be paired with speakers for an optimal video conference
experience.
•
Smart Controls - An intuitive, gesture-enabled touchpad and vibrant backlit keyboard
option let you work smartly and comfortably in virtually any situation.
•
Power to Do More - With Intel® Core'"' iS and up to quad-core Intel® Core™ i7 with
Intel® Turbo Boost Technology processor options, along with next-generation discrete
graphics options, you can have a performance boost to stay on top of business.
•
Always on Capability- Use Dell Latitude ON™ technology to access your e-mail,
calendar and contacts without needing to boot up, and enjoy the added benefit of idle
battery life that can extend for days, not just hours, on select platformsl.
•
Our propo'sed workstation configuration is presented in the following table.
Corporate Class Laptop Configuration
ComponJnt
Description
--
·-
--·--
·-
-
--
-
----
-
Base Unit
Latitude E6510 Notebook (224-8070)
Processor
Intel Core i5-520M Dual Core 2.40GHz 3MB for M6510 (317-3585)
Memory
4.0GB, DDR3-1333 SDRAM, 2 DIMM for Latitude (317-3590)
Keyboard
Internal English Keyboard for Latitude E (330-0836}
Keyboard
Documentation (English) Latitude E-Family/Mobile Precision (3301652)
Wireless Keyboard and
Mouse
Keyboard+ Mouse (Nausicaa) (2.4 GHz RF, with USB dongle) (3301824)
Monitor
DELL El 909WDD 19 Inch Widescreen Flat Panel, Display Port
Connection, OptiPiex Workstation and Latitude (320-7366)
6
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
•
Description
Component
---
•
•
----
----
-----·
----·
----
..
-
-
--·-
Video Card
Intel HD Graphics for Latitude D6510 (320-8805)
Hard Drive
160GB Hard Drive 9.SMM, 5400RPM, Dell Latitude E (342-0477)
Floppy Disk Drive
15.6" HD (1366 x 768) Anti-Glare LED Display for Latitude E6510
(320-8809)
Operating System
Genuine Windows 7 Professional, 32-bit, no media, Latitude, English
(421-1643)
Operating System
Genuine Windows 7 Label, Latitude, Vostro and Mobile Precision
Notebooks (330-6322)
Mouse
Slate Silver, Mobile Broadband Ready, Dell Latitude E6510 (3139913)
Modern
No Modem for Latitude E6410, E6510, Precision M4500 (318-0227)
TBU
90W 3-Pin, AC Adapter for Latitude E-Family (330-0876)
TBU
US - 3-FT, 3-Pin Flat E-Family Power Cord for Latitude E-Family
(330-0879)
CD-ROM or DVD· ROM Drive
8X DVD+/-RW for Latitude E-Family (313-6513)
CD-ROM or DVD-ROM Drive
Roxio Creator Starter, No Media, Dell OptiPlex, Latitude and
Precision Workstation (421-4539}
CD-ROM or DVD-ROM Drive
Cyberlink Power DVD 9.5,No Media, Dell OptiPlex, Latitude and
Precision Workstation (421-4370)
Sound Card
Noise Cancelling Digital Array Microphone for Latitude E6510 (3139310)
Wireless Headset
Plantronics CS50 Wireless Headset (A1262546) or alternate option
of Plantronics 590 Wireless Headphones or similar
External Speakers
Dell AX210 USB Powered Multimedia Speakers
Processor Cable
Intel WiFi Link 6200 (802.l 1a/g/n 2X2) 1/2 MiniCard for VPRO
Latitude E/Mobile Precision (430-0755)
Documentation Oiskette
Intel vPro Technology Advanced Management Features for Latitude
E6510 (330-9702)
Bundled Softwar-e
Adobe Acrobat 9.0 English and French, BND, Dell OptiPlex Precision,
and Latitude (410-1862)
Bundled SoftwaJ"e
Microsoft Office Professional for Latitude, OptiPlex, Precision (4206712)
Factory Installed Software
No Resource DVD for Dell Optiplex, Latitude, Precision (313-3673)
Missouri DOC BAFO RFP No. B2Zi.1019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
7
I
Component
Description
-
--
---
----
--
Software Disk Two
Latitude On Reader for Latitude Notebooks (421-9856)
Feature
6-cell (60Wh) Primary Battery for Latitude (312-7412)
-
Feature
.
.
-
Nylon 15.6 Carry Case for Latitude and Precision Notebooks (3139945)
.
REVISED PER BAFO #001
2.11.4
ft
The workstations must include wireless over-the-ears headphones and external speakers.
Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
Securus confirms our original submission, which included wireless over the ear headset
(Plantronics CSSO) and proposes to offer an alternative solution of the Plantronics 590 over the
ears headphones to enhance our original offer.
Original Submission - Plantronics CSSO Wireless Headset
Securus can provide the Plantronics CSSO Wireless Headset and Dell AX210 USB
Powered Stereo External Speakers.
•
The Plantronics CSSO Wireless Office Headset System brings the ultimate in
mobility and hands free conversations to your phone. The CSSO gives you eight
hours of talk time and the wireless convenience to roam up to 300 feet with secure conversations.
Taking or ending a call is as simple as pressing a button with the optional Plantronics HLlO Lifter.
Alternate Submission - Plantronics 590 Wireless Headphones (or similar}
As an alternate solution to the originally offered Plantronics CSSO, Securus can provide the
Plantronics 590 Wireless (over-the-ears) Headphones. These Bluetooth headphones
use multipoint technology to function as both a stereo headset for high fidelity
listening, as well as a communications headset for use with mobile phones and other
voice-enabled devices. The headset includes a telescopic voice tube with an omnidirectional microphone for clear voice communications.
Its extended range capabilities provide users with great mobile freedom and enables
them to listen to music or have conversations up to 33 feet away from their laptop, music device or
cell phone. The Pulsar 590 has a familiar headband wearing style with pivoting ear cushions that
provide all-day wearing comfort.
8
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
•
External Speakers
We will also provide Dell AX210 USB Powered Stereo External Speakers. These
speakers offer a true upgrade in audio quality, speaker aesthetics, and
functionality. This product has been tested and validated on Dell systems.
REVISED PER BAFO #001 AND BAFO #001
2.11.8
All workstations must include state-approved software for remote desktop access, monitoring,
and control. The remote desktop access, monitoring, and control software must allow an
authorized user to see the screens ofseveral computers connected to the local area network
simultaneously as well as have remote control access to a user's PC.
Gf Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
•
Securus will provide workstations with state-approved software for remote desktop access,
monitoring and control. The remote desktop access, monitoring, and control software will allow
authorized users to see the screens of several computers connected to the local area network
simultaneously as well as have remote control access to a user's PC.
3.20.2
The contractor shall transfer the call recording and detail data from the contractor provided
storage devices in an electronic format acceptable to the state agency within sixty {60) days of
the conclusion of the contract.
REVISED PER BAFO #001
a. The contractor must provide the state agency with all intelligence collecting technology
utilized by the contractor's staff to filter calls to enhance the investigative ability of the state
agency's staff
ft Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
Securus will provide the state agency with all intelligence collecting technology utilized by the
contractor's staff to filter calls to enhance the investigative ability of the state agency's staff as long
as the state agency is the entity utilizing this technology.
•
~
SECIJ.BYS.
---
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
9
EXHIBIT A
COST (PRICING SECTION)
REVISED PER BAFO #001
REVISED PER AMENDMENTS #001, #003, AND #004
The offeror shall provide firm, fixed pricing for the offender telephone system pursuant to all mandatory
requirements herein, including furnishing, installing, providing any necessary hardware and software,
monitoring, maintaining at each of the institutions referenced in Attachment #1. All costs associated with
providing the required services, including all travel and expenses to be incurred by contractor staff, must
be included. Prices shall not include commissions to be paid to the State of Missouri. All per minute
prices must be a whole number (i.e. fractions of cents, $0.075, must not be proposed).
Collect, Pre-paid and Debit Calls: The offeror must state the finn, fixed rates per minute for a
collect, pre-paid, and debit call. The rates proposed for debit calls shall be inclusive of any and
all local, state, and federal taxes/fees. Pre-paid calls shall include all set up fees for all offender
calls, exclusive of any and all local, state, and federal fees/taxes (i.e. local, state, and federal
taxes/fees may be passed on to the customer in addition to the offender's per minute prices.)
Collect calls shall include all set up fees for all offender calls, exclusive of any and all local,
state, and federal fees/taxes (i.e. local, state, and federal taxes/fees may be passed on to the
customer in addition to the offender's per minute prices and set-up charge.) The offeror should
identify all applicable taxes/fees in response to Exhibit C. The offeror shall not charge called
parties and/or offenders discretionary fees in addition to the per-minute rate for collect, prepaid, and debit calls; local, state, and federal fees/taxes; and the set-up charge per collect calls.
A.1
Line Item
001
002
ff
Description
Collect, Pre-paid, and Debit Call
Set-up Charge per Collect Call
Unit of Measure
Minute
Call
•
Firm Fixed Price
$0.05
$1.00
Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
Securus confirms that we will not charge called parties or offenders any discretionary fees in
addition to the per-minute rate for collect, pre-paid, and debit calls; local, state, and federal
fees/taxes; and the set-up charge per collect calls.
The Securus proposed rates results in a reduction in calling rates by 50%, provides Huber
programming services, Word Spotting technology, PREA Hot Line and Officer Check-In
capabilities and at the same time, through the optional services pricing, creates a technology fund
for the Missouri Department of Corrections.
10
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© :2011 Securus Technologies, Inc. All rights reserved.
•
A.3
International Calls: The offeror must propose rates for international calls. The offeror shall
provide their proposed international callings rates below. International calls shall include all set
up fees for all offender calls, exclusive of any and all local, state,federal, and international
fees/taxes (i.e. local, state, federal, and international taxes/fees may be passed on to the
customer in addition to the offender's per minute prices and set-up charge.) The state reserves
the right to subjectively evaluate the offeror's proposed pricing for international calls as part of
the Proposed Method of Performance, Solution Functionality, and Expertise of Personnel. The
offeror shall not charge called parties and/or offenders discretionary fees in addition to the per
minute rate for international calls; local, state, federal, and international fees/taxes; and the setup charge per collect calls.
Line Item
•
ft
Description
International Call
006
Set Up Char$!e for International Call
Unit of Measure
Minute
Call
Firm Fixed Price
$0.50
$0.50
Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
Securus confirms that we will not charge called parties and or offenders any discretionary fees in
addition to the per-minute rate for collect, pre-paid, and debit calls; local, state, and federal
fees/taxes; and the set~up charge per collect calls.
A.5
ft
•
005
Coin Payphone Calls: The offeror must state the firm, fixed rates per minute for calls made on a
coin payphone. The rates proposed for calls made on a coin payphone shall be inclusive of any
and all local, state, and federal taxes/fees. The offeror may charge additional fees for
international call connection and the use of operator- serviced calls. The offeror should identify
all applicable taxes/fees in response to Exhibit C. The per minute rate shall be the same
regardless of type of payment (e.g. coins, credit cards, and bank debit cards). The state reserves
the right to subjectively evaluate the offeror's proposed pricing for coin payphone calls as part of
the Proposed Method of Perfonnance, Solution Functionality, and Expertise of Personnel.
Line Item
Unit o Measure
008
Minute
Securus has read, agrees, and complies .
(;:) SECURU.S.
·
Firm Fixed Price
$0.50
~.lo}-..;.
Missouri DOC BAFO RFP No- B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All rights reserved.
11
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
Securus acknowledges that we have the option to charge additional fees for international call
connection and the use of operator- serviced calls from coin payphones.
EXHIBITC
PROPOSED METHOD OF PERFORMANCE, SOLUTION FUNCTIONALITY, AND
EXPERTISE OF PERSONNEL
C.1
FUNCTIONAL AND TECHNICAL CAPABILITIES AND PROPOSED METHOD OF
PERFORMANCE:
.ADDED- PER AMENDMENT #004
6.
The ojferor should indicate whether the proposed coin operated payphones accept credit cards
and bank debit cards.
ft Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
•
Securus agrees to provide coin operated payphones that accept credit cards and bank debit cards.
;ADDED PER BAFO #001
The offeror should indicate if the proposed system will include the ability to obtain and store
call records from the current system if such records are accessible.
7.
ft
Securus has read, agrees, and complies.
Securus is in full compliance with the mandatory requirements, terms, conditions, and provisions of
the RFP and BAFO #001.
Securus wiJI include the ability to obtain and store call records from the current system if such
records are accessible by Securus.
12
Missouri DOC BAFO RFP No. B2Z11019 for an Offender Telephone
System
© 2011 Securus Technologies, Inc. All right$ reserved.
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The World On Time®
TO:
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•,
',
An RFP Solution Presented
Expressly for
Office of Administration, Information Technology
Services Division,
Missouri Department of Corrections
RFP No.: B2Z11019
Offender Telephone System
March 9, 2011
Presented to:
Brent Dixon
DPMM
301 West High Street, Room 630
Jefferson City, Mo 65101-1517
(573) 751-4903
Presented by:
Securus Technologies, Inc.,
14651 Dallas Parkway, Ste. 600
Dallas, TX 75254
0
This proposal has been printed on 50% Recycled Paper
SECURUS™
TECHNOLOGIES
connecting what matters™
STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP)
•
REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov
AMENDMENT NO.: 004
RFP NO.: B2Zl1019
TITLE: OFFENDER TELEPHONE SYSTEM
ISSUE DATE: 03/01/11
RETURN PROPOSAL NO LATER THAN: 03/09/11 AT 2:00 PM CENTRAL TIME
Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Delivered sealed proposals must be in DPMM office (301 W High
Street, Room 630) by the return date and time.
MAILING INSTRUCTIONS:
RETURN PROPOSAL TO:
(U.S. Mail)
DPMM
or
PO BOX 809
JEFFERSON CITY MO 65102-0809
(Courier Service)
DPMM
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65101-1517
CONTRACl' PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:
•
VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items and/or services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Tenns and Conditions Request for Proposal
(Revised 0 I /20/l 0). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with his/her proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Di vision of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri. a binding contract shall exist between the
offeror and the State of Missouri.
SIGNATURE REQUIRED
DOING BUSINESS AS (DBA) NAME
L.EGAL NAME OF ENTITY/INVIWOOAL FILED WJTH IRS FOR THIS TAX IVNO.
Securus Technologies, Inc.
Securus Technologies, Inc.
MAIL.ING ADDRESS
IRS FORM
1
rn99 MAIL.ING ADDRESS
14651 Dallas Parkway, 6 h Floor
14651 Dallas Parkway, 6th Floor
CITY, STATE, ZIP COOE
CITY, STATE, Z.IPCODE
Dallas, Texas 75254
Dallas, Texas 75254
CONTACT PERSON
EMAIL ADDRESS
Robert E. Pickens
bpickens@securustech.net
PHONE NUMBER
FAX.SUMBER
I
972-277-0300
TAXPAYER ID NUMBER (TIN)
I
972-277-0514
TAXPAYER ID (TIN) TYPE (CHECK ONE)
_X_
FEIN
_
VENDOR NUMBER (IF KNOWN)
SSN .
75-2722144
VENDOR TAX FJL.L'IG TYPE WITH IRS (CHECK ONE)
_X_ Corporation
•
-
Individual
AUTHORIZED SIG~RE
M
~f
:C?'
PRINTED NAME
Robert E. Pickens
-
State/Local Government
_
Partnership
_
Sole Proprietor
DATE
March 9, 2011
TITL.E
Chief Operating Officer
_IRS Tax Exempt
TITLE: OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD: DATE OF AW ARD THROUGH FNE YEARS
Prospective offerors are hereby notified of the following revisions to the RFP:
1. REVISED paragraph 2.1.13
2. ADDED paragraph 4.3.9
3. REVISED Exhibit A, Section A.4
4. ADDED Exhibit A, Section A.5
5. ADDED Exhibit C, Section C. l 6.
•
•
Table of Contents
Transmittal Letter ............................................................................................................................................ 1
Executive Summary ........................................................................................................................................ 5
1. Introduction And General Information ......................................................................................... 31
2. Functional, Technical, And Performance Requirements ....................................................... 37
3. Contractual Provisions And Requirements ............................................................................... 203
4. Proposal Submission Information And Requirements ........................................................ 217
Exhibit A Cost (Pricing Section) ............................................................................................................ 231
•
Exhibit B Experience/Reliability Of Organization......................................................................... 251
Exhibit C Proposed Method Of Performance, Solution Functionality, And Expertise Of
Personnel ................................................................................................................................................. 293
Exhibit D Participation Commitment ................................................................................................. 393
Exhibit E Missouri Service-Disabled Veteran Business Preference ....................................... 401
Exhibit F Business Entity Certification, Enrollment Documentation, And Affidavit Of
Work Authorization ............................................................................................................................ 403
Exhibit G Miscellaneous Information ................................................................................................. 407
Attachment #1 Missouri Correctional Institutions ....................................................................... 409
Attachment #2 Department Of Corrections Confidentiality Document. .............................. 411
Attachment #3 Pin Card Sample .................................................................. ., ....................................... 413
State Of Missouri Division Of Purchasing And Materials Management Terms And
Conditions-~ Request For Proposal ............................................................................................. 415
Appendices..................................................................................................................................................... 421
•
~
SECURUS.
~.;..-,...
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. AU rights reserved.
Appendix summary
Appendix A: Preliminary Implementation Plan
Appendix B: Preliminary Project/Installation Schedule
Appendix C: Activity List and Work Breakdown Structure
Appendix D: Provisioning Checklist
Appendix E: Field Technician Checklist
Appendix F: Test Validation Checklist
Appendix G: Customer Acceptance Checklist
Appendix H: Securus Certified Financial Statement
•
ii
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[';) SECU_.~_l)S.
•
Transmittal Letter
March 9, 2011
Mr. Brent Dixon
Buyer
State of Missouri Office of Administration
Division of Purchasing and Materials Management (DPMM)
PO Box809
301 West High Street, Room 630
Jefferson City, Missouri 65101-1517
Re: RFP No. B2Zl1019 for an Offender Telephone System
Dear Mr. Dixon,
Securus Technologies, Inc. (hereinafter referred to as "Securus"), appreciates the opportunity to
submit our response to RFP# B2Z11019. Our teams have been speaking with key contacts within
the Missouri Department of Corrections over the course of the last year prior to the release of the
Request for Proposal (RFP) and we are pleased to offer this customized proposal for your review
and consideration.
The Securus Team is uniquely qualified to present this response as our team is comprised of
individuals that have past experience in your existing offender calling system's operation and have
completed extensive due diligence in your current operating environment. Our team has visited
your sites, met with executive level and administrative personnel throughout your facilities and
met with key partners such as Huber &Associates, Guarded Exchange LLC, and ShawnTech
Communications, Inc. We believe we have a keen understanding of your environment and your
needs.
Securus hopes that you find our response best meets the immediate and long-term goals of the
Missouri Department of Corrections. We have carefully created this proposal with your explicit
requirements in mind but also with an eye towards adding new and innovative technologies over
the course of the proposed five-year agreement. We have created new partnerships to deliver
creative solutions to the state agency in the areas of investigative tools, programming, and cell
detection.
Our solution is offered at no cost to the state agency, and is a fully "turnkey," highly reliable
enterprise hosted system that ensures the protection of the public and provides robust
investigative tools to facilitate law enforcement efforts. We also included the required integration
Missouri DOC Rf P No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
1
interfaces to Huber & Associates so your existing trust and banking systems can continue to run
uninterrupted over the course of the agreement. We have contracted with ShawnTech
Communications to minimize disruption during cutover to a new system. Moreover, we have
contracted with Guarded Exchange LLC to provide call monitoring resources and new technology to
scan calls.
Our proposal includes industry leading hosted network architecture with the Secure Call Platform
(SCP) as the cornerstone in the delivery of offender call processing with a comprehensive suite of
security and investigative tools, including real-time remote call forwarding detection. This
architecture has recently been selected through a competitive bidding process by Texas
Department of Criminal Justice, and the Florida Department of Corrections. Each selected Securus
for their offender telephone system and the system has been successfully deployed on time and as
promised.
By selecting Securus, the state agency is partnering with a company who develops its own software,
builds its own systems and is responsible for the maintenance of its equipment. Securus has more
than 70 patents underlying its technology with the largest and most experienced staff of developers
and engineers of any company in the industry. Friends and family will be offered very low calling
rates and receive the very best service in the industry through our Dallas, Texas, based customer
care center managed and staffed by Securus personnel. All customer calls will be handled by
Securus directly and not outsourced to overseas or domestic call center providers. This is a very
significant differentiator in our industry. By owning our own call center, Securus can provide high
quality, live, customer service that eliminates calls to state agency personnel from frustrated family
members or advocacy groups.
The approach Securus has taken in responding to this request for a turnkey fully operational and
reliable system, is to present a proposal that meets or exceed all of the RFP requirements,
establishes fair and balanced call pricing with due consideration to the need for new investigative
capabilities, and the need to deploy new technology over the course of the agreement. We look
forward to a detailed discussion with the Missouri Department of Corrections and the evaluation
team specifically, to discuss the detail of our plan.
The proposed Securus SCP calling platform architecture is configured vastly different than your
current PCS/GTL system. Similar to your existing system, our enterprise SCP has the advantage of
eliminating complex call systems on-site at your locations and replacing them with state-of-art IAD
units that facilitate communication through our Secure Call Network. But different from your
existing system, the Securus SCP OTS is continually updated and can be integrated with new
investigative technology that will dramatically increase the efficiency of investigators time spent
reviewing calls. You can count on your investigators spending less time listening to calls of little
value and more time listening to pre-screened, high content calls that have actionable information.
The centralized hosted data environment offered by Seem-us enables the state agency to have
access to a greater amount of data, more quickly perform searches, safeguard the data in a more
secure location, and more efficiently meet all of the investigative requirements of the state agency.
While this is not an "outsourced solution", our centralized enterprise system is consistent with the
States movement to the new Enterprise Resource Information Management Strategy.
2
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECl:JJl._ld?..~
The efficiency of having call records instantly available to our billing division, Securus Correctional
Billing Services, enables Securus to provide superior service and billing alternatives to friends and
family delivered through our Dallas metro-based customer care support center that is staffed and
managed by Securus employees.
We sincerely thank you for this opportunity to offer our proposal and look forward to participating
in the next steps of the procurement process.
Sincerely,
Robert E. Pickens,
Chief Operating Officer
Securus Technologies, Inc.
14651 N. Dallas Parkway, Suite 600
Dallas, Texas 75254
972-277-0300
bpickens@securustech.net
~
SECURUS.
~~~
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
3
(This page is intentionally left blank)
~
SECURus·
~-...~.
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
4
Executive Summary
The offender telephone industry is currently undergoing a transformation that will impact the
Missouri Department of Corrections (state agency) for years to come. Companies are merging, new
companies are entering the space, and existing companies are forging new partnerships. The choice
you are about to make is critical and your ability to separate the reality from the hype will
determine the service and technology that will be deployed in your facilities for the next five years
or more. It will also determine whom you will collaborate with for the next five years. Your current
vendor has merged with another company. Make no mistake, it is no longer the company you chose
five years ago. One can argue that the best way to predict the next five years is to look at the last
five years.
•
•
During the past five years, Securus has stood the test of time and met the challenges of the evolving
industry. No, we have not been perfect; however, we have stayed steadfast in our determination to
build a company based on quality customer service for friends and families and to deliver new
technologies for our clients that provides features for corrections officers designed, in part, to save
Jives. That's right, our Securus Call Platform includes more than 450 distinct features many of
which are specifically designed to enhance the safety and security of the public and your staff.
Examples of our features include the following:
~
•
Covert Alert feature with barge-in capability so that investigators can take immediate
action when threatening activity is detected; no matter where the officer may be at the
time of the activity.
•
Officer Check In feature that times and documents officers' arrival at key check points
within the facility and provides a notification when the officer does not arrive at the
required location in time.
•
Three-way call detection. Securus holds the patents on every major method of
detecting three-way calling in the market today. No other vendor comes close to
Securus in reliability and performance in this important area of security.
•
Patented, real time remote call forward detection is a standard feature that identifies
when a called party has forwarded the number dialed by the offender to another
number. No other vendor has the real time capability to block the call if desired by
MODOC. This feature also allows for the call to complete and be "flagged" in the system
for investigative purposes.
•
Interagency sharing of records. We record more than one million calls per day and have
over 63% of our customers on the same system that we are proposing to MODOC.
Because the proposed SCP calling platform is a centralized web based service, sharing
of investigative data is as easy as a click of a mouse. Many of the surrounding Counties
in Missouri are on the SCP platform. In fact, over 100 Missouri jails and prisons are
SECURUS.
:...;..;...."-.
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
5
currently using Securus technology. With the appropriate approvals, call detail records,
recordings, and data from other counties and/or from other Securus customers can be
made available to your investigators.
•
Investigative software that analyzes and filters call recordings by scanning the call with
sophisticated software and then sending the call to trained call monitors who listen to
the call to confirm and expand the initial indications by the software. If the call meets
predetermined parameters, set by your Office of Inspector, the call is forwarded to
investigators with the initial call notes. Additionally, when combined with the Securus
SCP OTS Word Spotting feature and the optional JLG investigative biometric,
investigators spend more time listening to actionable calls and less time listening to
"false positives." Our JLG Technology option provided by Securus will also scan
recorded calls for indications that the PIN owner who established the call is no longer
on the call or the call has been joined by an offender previously enrolled in the voice
biometric service at the Missouri Department of Corrections.
•
Key Word Spotting feature that will scan calls for key words from a library that has
been established by law enforcement personnel from a broad spectrum of facilities;
and is routinely updated.
Over the course of the recent past, we have also been busy building partnerships and alliances that
deliver the tools and technology that our clients are demanding. Specifically for this proposal, we
have created a partnership with Guarded Exchange LLC to provide new investigative call center and
call analysis software that will guarantee a minimum of five percent of all calls are listened to and
analyzed for suspected criminal behavior. But better yet, we have combined our SCP features such
as three-way calling detection, remote call forward detection and key word spotting to the Guarded
Exchange technology to enhance the probability of identifying suspected conduct that may suggest
escape plans; introduction of drugs; potential assaults, the use of cell phones, and other violent
crimes on staff.
We have also formed a strong strategic partnership with Huber & Associates to ensure that the
interfaces being used today to facilitate banking and commissary operations through the phone
system and kiosks remains safely in place after the transition to our SCP OTS. We have also
anticipated the need for additional programming services as the need for interfaces and ancillary
services increase over the course of the agreement so, we have included an annual stipend for
programming services so you have a funding mechanism for this very important activity.
Securus has teamed with ShawnTech Communications to provide maintenance and service support
for phones, workstations and associated wiring. We know that the Shawn Tech technicians have the
proper security clearances and they know the standard procedures and are familiar with your
facilities. By partnering with Shawn Tech, we can maintain the integrity of the existing service
program by retaining the service personnel and their experience. We will also enhance the service
capabilities of Shawn Tech by providing new interfaces into our HEAT trouble reporting system that
will automatically notify the technician of a service request and begin the measurement of
performance so we meet and exceed your service requirements.
6
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[:) SECUflUS.
---
•
Our goal is to provide the Missouri Department of Corrections with simply the best offender calling
platform in the business, the best service and the most sophisticated investigative platform in the
industry. Moreover, we will do this by customizing our total solution to your specific needs by
partnering with the key partners identified above to make certain we address the specific operating
requirements of your department..
We have also been concentrating on providing the industry's best service for family and friends
who receive calls from offenders. In addition to the specific features designed to enhance the
security and safety of your staff and the partnerships created, Securus has added the following
enhancements to our customer service platform:
•
•
•
Invested over $2M in a Dallas based call center that is staffed by Securus employees
and is available 24 hours per day, 365 days per year with trained and highly motivated
Securus employees.
•
Implemented a new and highly customized IVR sy~tem that allows callers to our
customer service center to find answers quickly and still reach a live operator.
•
Continued our investment in our centralized SCP calling platform by developing new
features such as a new offender managed PAN system that eliminates any use of staff
resources to confirm PANs and uses and IVR to confirm the billed number address of a
requested number. The automated system also calls requested PAN number owners to
gain acceptance of offender calling before the offender can make calls to that number.
•
Hired and trained over 30 new account managers and account executives to ensure
more face to face time with customers and to better understand our existing and future
client's needs.
•
Redesigned our account coverage to make certain that aJI customers get local contacts
and much more frequent interaction with our account teams. In fact, we have proposed
a customized account team structure that has been designed to ensure that you have an
experienced, knowledgeable contact any time of the day or night. We understand your
requirement for proactive, creative discussions with key departmental contacts. We
know it is imperative that we meet with you frequently and that you can contact us
anytime to discuss issues, concerns or ideas. The Securus Senior Account Executive will
lead this team and will draw from his past experience with the Missouri Department of
Corrections.
All of these changes, and there are many more, can be compared to what other competitors in the
industry have done and are doing to determine which companie's are long term providers. Who
knew five years ago that PCS would be purchased by GTL? Who knew one year ago that Keefe
would purchase ICS? Could there be more mergers and acquisitions in the near future? Most
certainly! However, Securus knows where it is going and we know we will continue to invest in our
people, our technology and our partnerships. It is for this reason that in the following pages you
will find a proposal that includes a solid centralized offender telephone system calling platform that
is currently utilized in over 63% of our current customer base of over 2,400 clients, processes over
1 million calls per day, and is continually updated at least three times per year. You will also find
that we have proposed a portfolio of services provided by our partners including new and creative
t;:) SECUFJUS~.:...:-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
7
investigative tools, cellular detection capabilities and new call monitoring capabilities that will
offload your investigative staff from listening to nonproductive calls.
Securus has also proposed an account management structure that is designed to ensure that you
have immediate access to key personnel and we are available whenever you need us We also know
that we must be proactive in our communication with MODOC and our partners. You will find that
Securus is committed to the future of our technology and our people. While we may invest in other
companies that can add or address unique customer needs, Securus will continue to invest in
providing innovative technologies for our clients.
Project Overview
The foundation of the Securus proposal is the Securus Secure Call Platform (SCP). This offender
telephone system is a centralized offender calling platform that processes collect, AdvanceConnect
(Friends and Family prepaid), and offender debit calls. The SCP system includes a simple user
interface, called S-Gate that is accessible from any computer with internet access. Moreover, our
proposal includes all the required workstations and network connections required for all
investigative and administrative users at no cost to the state agency.
Offender telephones will be connected by a private AT&T MPLS network that will transport all calls
to the SCP central processing system and on to the terminating called party. Each call will be
recorded and monitored, with the exception of privileged calls. Calls will be immediately available
for monitoring during the conversation or recorded conversations can be listened to at any time
after the call. Investigators will also have the option to barge-in to a live call when necessary.
•
,
The Securus SCP will provide authorized users with easy access to over 450 features that range
from a robust reporting capability that can run reports on offender phone usage, attempted calls to
blocked numbers, multiple calls to a single number, three way call attempts and call forwarding
activity. Users will also be able to set up covert alerts, enable PIN numbers, enroll offenders into
voice biometrics, identify users of the system, run a key word search, bum a call to a CD or set the
phone usage parameters for a specific facility or phones. The system is flexible, easy to use and
easy to understand.
Our system is backed up by multiple call processing centers and the network is continuously
monitored by Securns and AT&T using the latest in network monitoring tools. Our Dallas based
Network Operations Center is staffed 24 hours per day, 365 days per week and continually pings
the network and components to ensure that if there is trouble brewing, we know it before you do
and we take action. Very little equipment on site at your facilities makes service less disruptive for
your staff and the equipment we do have on site is easily changed out in the event of a storm or part
failure. In the event of the need for service, Securus has contracted with ShawnTech
Communications to provide onsite maintenance and service.
Our proposal includes a key strategic partnership with Huber & Associates to provide critical
interfaces to existing banking processes and to provide PIN administration as well as assist the
state agency as needed with reports or administrative assistance.
8
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECl)_.
R_~s·.
•
We also have created a partnership with Guarded Exchange
LLC who will provide call center resources and technology that
will not only achieve the State's monitoring goal but will result
in investigators only h<wing to listen to calls that have been
prescreened for targete?d activity or actions. We think of it as
delivering only the calls that the investigators should listen to
as opposed to having to listen to all calls to achieve the 5%
goal. We believe you will find this unique amongst all bidders.
We have also proposed to add additional investigative
resources in Jefferson City, as an option, to help the MO DOC
investigators with follow up on the expected increase in activity
associated with actionable leads coming from the monitoring
and listening to 5% of the calls.
r
Call Monitoring
Goal
'
We think of it as
delivering only the calls
that the investigators
. should listen to as
oppcsed to having to
listen to all calls to
achieve the 5% goal. We
believe you will find this
unique amongst all
bidders.
Proposal Strategy
•
The Securus strategy in developing our response to this RFP was first to anticipate that the RFP
would be released and to do all we could to understand your existing operating environment by
speaking with people within the state agency prior to its release. We had the unique advantage of
having two key people on our staff whom were directly involved in the last two state agency RFPs
that were release for the offender phone system. As a result, these people were very familiar with
the state agency operating environment and had built relationships with key state agency contacts
who worked with us to provide additional insight and identify key areas where we could offer
assistance. With this experience at hand, we knew that the state agency would be seeking a vendor
that was able to dedicate knowledgeable people to be the key interface with key state agency
contacts. We knew it was not enough just to assign an account manager to the account but instead
dedicate an experienced manager to the account that would be available any time to discuss issues,
identify concerns or to escalate problems.
We also knew that while the state agency needed to choose the best offender calling system for
your operating environment, the winning vendor would have to form strategic partnerships that
would ensure that key interfaces into existing processes and systems would remain and there
would be no disruption when cutting over to a new offender telephone system. As a result, our
strategic partnership with Huber & Associates is critical to our value proposition to the state
agency. However, we also were aware that Huber & Associates had to offer the interfaces to all
vendors. Using our experience from previous state agency RFPs combined with careful
consideration of new t~chnologies, we forged a new and innovative partnership with Huber &
Associates that not only consists of the baseline required interfaces, but also adds additional new
services that only Huber & Associates in concert with Securus can offer.
•
We think of our partnership as a part of a larger mechanism that has its main driver being the state
agency. Each component, or partner, is dependent on the larger component or "cog" but it is the
customer that drives the entire machine. That is, while Securus is the Prime and our commitment
and responsibility is to the State of Missouri Department of Corrections, we understand that Huber
& Associates represents a critical component of the successful operation of the state agency. An
t::J SECUJ3LJS.
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technofogies, Inc. Ali rights reserved.
9
illustration of our proposal strategy as it represents the relationship between Securus, Huber &
Associates, and Missouri Department of Corrections can be seen in the following figure
The Securus Solution Team
Promise: Securus has done their "homework" and understands the importance of the relationship
Huber & Associates has with the Missouri Department of Corrections. As such, we have met with Huber
& Associates to identijjt existing requirements and to propose new solutions.
Securus has created a team of professionals that understands the importance of keeping the state
agency at the center of our value proposition. What began as a vendor relationship developed into a
creative partnership through a mutual interest in providing the state agency with an offender
communications and an investigative platform that utilizes existing interfaces and new and creative
solutions that deploy new technologies. The team was put together understanding that your
existing environment is not "broken," but fully capable of taking advantage of new technologies. It
soon became dear that there were natural synergies in play when combining the resources of
Securus with those of Huber & Associates. We discovered that what Huber & Associates can
contribute is a local presence with local knowledge, a suite of existing capabilities and talents and, a
first class facility that could be used to meet more needs of the state agency. Securus on the other
hand, is eager to invest in solutions for the state agency, has a rock solid offender calling platform
10
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
__
~ SECU.RUS__,,.,,_
and has the experience and talent in the department of corrections market to identify and spec out
new services that would address "pain points" currently existing within MO DOC.
Once Huber & Associates were able to visit our Dallas offices and meet our executive team and
Securus had the thance to meet with Huber at their Jefferson City location, the opportunities began
to reveal themselves. The two companies worked through the Statement of Work that was provided
by Huber to all vendors on behalf of the state agency. We then worked through the process of
identifying additional innovative solutions where the two companies could champion new solutions
such as providing a funding vehicle for program management services provided by Huber &
Associates, throughout the life of the contract that could be used by the Missouri Department of
Corrections to create interfaces or new software. These new interfaces and software would be
complimentary to providing offender communications or investigative technologies.
As we worked through the process of assessing the specific RFP requirements, identifying the value
adds that each could bring to the table and identifying other partners that could address key
requirement, a more comprehensive partnership picture began to emerge and we identified
creative new sol11tions for the state agency.
Key Partnerships
•
~
-·
··-·- - · - - · - - · · -
Securus
Technologies, Inc.
Huber&Associates
~.._...(
Shawntech
Communications
, .-1.-!.-.>: - ": ~
,- .. .,_.
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I
Guarded Exchange
Alphapointe
•
Promise: Securus will source key partnerships with new and existing vendors that ensure existing
interfaces and functionality are not lost and that new interfaces and value added services can be
provided as required throughout the contract period .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
11
Securus understood that the state agency required a solution that would guarantee that five
percent of all calls were listened to and that technology was deployed to identify actionable calls for
investigators. Prior to the RFP release Securus met with Guarded Exchange as a part of our normal
pre-RFP due diligence and was aware of their technology and plans to deploy a call monitoring
center. What was not obvious at the time was that it would serve the state agency the best if part of
the call monitoring resources and the manager of the group were located in Jefferson City. As a
result of our partnership with Huber & Associates and our mutual commitment to the state agency,
the parties agreed to locate some of the resources at the Huber & Associates facility in Jefferson City
to meet RFP specifications.
Furthermore, Securus recognizes the importance of partnering with organizations that meet
specific business criteria such as Women Business Enterprise (WBE), Minority Business Enterprise
(MBE) and Blind and Sheltered Workshop. Securus is fully committed to these opportunities to
partner with these organizations and is fortunate enough to have experience in worldng with both
Huber & Associates (WBE) and ShawnTech Communications (MBE). Both organizations contribute
high levels of skill, experience and value to our proposal. And, we are very pleased to add to our
team Alphapointe that will employ people from a group of Jefferson City area residents that have
over an 85 percent unemployment rate but who will add high value to our value proposition!
Securus has created a teaming approach to ensure that all of the requirements of the RFP have been
met and that we utilize Women Business Enterprise (WBE), Minority Business Enterprise (MBE)
and Blind/Sheltered Workshop partners to help achieve the goals of the state and to strengthen our
response. We have signed Teaming Agreements and Statements of Work for each entity and have
presented the appropriate documentation in our response. Within this partnership, in which
Securus serves as the Prime and the other entities are subcontractors or partners, are the resources
and technologies that are required to exceed the requirements of this RFP. Additionally, this
teaming approach has the benefit of providing economic benefit to the State of Missouri and
creating over 50 new jobs for Missouri residents in and around the Jefferson City area. If fact. we
estimate that with this partnership arrangement Securus will be facilitating over $7,000,000 in new
economic stimulus for the State of Missouri.
Technical Solution
Promise: The Securus SCP will provide the state agency with the best in industry centralized calling
platform including patented three-way calling, patented real time call forwarding detection and fully
integrated trust banking and commissary services through Huber & Associates.
12
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t"::.l SEClJBl:JS-
---
••
SCP Centralized Network Configuration
Proprietary and Confidential
r--------Dallas, TX C•1ttritl Offlc:&
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Atlanta,
GA -CM!ltal
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-
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-
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-
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc All rights reserved.
13
SCP On Premise Configuration
Proprietary and Confidential
I
:
On Premise Configuration of Securus SCP
......... __
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The proposed Securus SCP offender telephone system is a
centralized call processing and recording system that provides
the state agency with over 450 features that assist corrections
officers and administrators in recording, monitoring,
investigating and reporting on offenders at all times. The SCP
system, as depicted above, includes an on premise configuration
working in concert with a centralize network platform. The on
premise configuration will consist of offender phones
distributed throughout the facility in locations that provide the
best safety for corrections officers and staff and, at the same
time, promote offender calling. The phones are connected
through a standard two-wire telephone configuration and will
utilize existing facility wiring where available.
14
..
,
.,_
-1
r
Carrier-Class
Data Center
This designation enables
Securus to receive network
·
and call processing
information before, during,
and after a call ... not available
to most other offender c.alling
\
platform providers.
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
I
t::} SECURUS"
::.....:..;_;_..
•
TDD and TTY devices will be provided as required and all phones will be connected in the standard
facility phone room to telephone grade wiring blocks. Connections will then be established to
Internet Access Devices (IADs) which will be then connected to a Telco demark point. The
demarcation point will be connected to the Securus private MPLS network where calls will be
transported to our centralized call platform for processing. recording, storage and completion.
The Securus SCP centralized main data center is a carrier-class data center that is not unlike large
Telco offices throughout the country. As a result of this classification, the Securus data center has
Telco grade facility service, which provides unique benefits to our clients. Those benefits include
security, redundancy, diversity, and system backup capabilities not found in other offender calling
platforms. Significantly, the carrier class designation of our data center enables Securus to receive
network information and call processing information before, during and after a call that is not
available to most other offender calling platform providers and becomes critical information to
investigators in the form of accurate remote call forwarding and three way calling detection
capabilities.
•
The Securus SCP offender telephone system data center also includes our storage area network
functionality (SAN), access to our user interface (S-Gate), call processing and recording capability
and connectivity to the public switched network for completion of all calls. Our data center also
provides data to and from our back office services such as billing, customer service, and technical
support functions.
The final component to our technical solution is our customer billing function. This Dallas based
business unit is called Securus Correctional Billing Services (SCBS) and is designed to provide the
following billing services:
•
Direct Billing
•
LEC Billing
•
Offender debit
•
Web based billing services
By deploying our own billing services entity Securus can provide the ability to have collect offender
calls billed to the called partie's home phone bill through traditional collect billing when necessary
and bill others with invoicing directly from Securus. This direct invoicing is especially helpful to
attorneys, bail bondsmen, or families that no longer have a local phone line and now use only cell
phones.
Offender debit funding from family and friends is an optional service offering. This would give
family and friends the option to place funds directly into the offender telephone account through
Securus by identifying the offenders ID number. Securus would quickly place the funds directly into
the offenders debit account and make the necessary changes at the facility level.
Family and friends can use our easy access Website for self service purposes. Here, they have
options such as:
•
•
Requesting a calling guide
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Jnc. All rights reserved.
15
•
Identifying payment methods or remaining balance on a pre-paid account
•
Finding out in advance how much a collect call will cost from an offender
The system will operate with little involvement of the state agency staff and instead will become a
resource when administrators need to know who used the phones, when they were used, what was
done with each phone and how many times an individual completed or attempted calls.
Investigators will find the system easily accessible from any remote location through a secure
website so that their investigations are not hampered by having to access a workstation at a facility
and the system will notify them when a specific call or incident is taking place.
Installation and Maintenance
Promise: Securus will install the proposed SCP system within the timeframes provided in the Securus
implementation plan and the system will be installed with offender debit available at time of install.
Installation
The Securus installation plan provided in this response will ensure that the SCP offender telephone
system will be installed within 120 days at all locations. Installation means that the SCP offender
phone system is fully operational and that the designated state agency site contact has signed off
that the system is fully operational and that all training has been completed for efficient and
effective use of the system.
The installation will be completed by Securus personnel in concert with ShawnTech and will follow
the proposed implementation and program management plan submitted with the Securus
response. The Securus installation strategy will be to first assess whether or not the existing phone
lines in the facilities are adequate for our phone installations. Careful consideration will be given to
making certain that the noise quality, voice quality, and functionality of the phone line is adequate
for the Securus SCP and selected features (such as PIN verification and three way call detection).
Once it is determined that the phones lines are adequate for the SCP platform, the phone
connections and the associated wiring in the telephone room will be checked for existing or
potential problems. Any issues will be immediately corrected by the Securus installation team.
•
At the same time the phone lines are being checked on site, the Securus centralize calling platform
will be programmed with the specific feature functionality that you have chosen and that provides
the best operating environment for the state agency. Call prompts, network connectivity, call
storage length, phone on-off parameters, PAN lists, global block lists, and all other optional or
variable functionality will be loaded into the platform. All functionality will be checked before
deploying.
Prior to the installation of the phone and the programming of the centralized offender calling
system, the private data network will have been configured and put into place. This network will
connect each of your facilities with MPLS private circuits provided (and monitored) by AT&T. AT&T
is our private MPLS network provider for virtually all of our over 1,400 jails and prisons on SCP and
we have built redundant monitoring systems between our two companies to affect continuous
monitoring of the network end to end.
16
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
·-
SECUFJl)S.
__,.... _.
•
Securus will pay particular attention to engineering each network component to be able to
accommodate the anticipated volume of calling from offenders as well as the need for investigators
to access call recordings from remote locations. Our experience and understanding of your
operating environment has taught us to be very diligent about providing adequate network
in the event that offender calling volumes rise significantly so that investigators will never
have problems accessing offender caJI recordings from any location at any time of the day or
night.
·
The implementation plan calls for full installation to be complete within 120 days from start of
project. There are over 1,100 tasks and subtasks already identified in our plan however, none is
more important than the final sign off by the Missouri Department of Corrections. We have
identified the professional project manager that will lead this important installation and we have
assigned an integration manager to focus solely on the important tasks associated with the
integration points between Securus and Huber & Associates, Shawn Tech Communications, and
Guarded Exchange LLC.
•
We have included a strategy and tactical actions that are dedicated to working with the incumbent
provider to ensure a smooth and non-compromising transition from your existing platform to the
Securus SCP. Our plan includes elements of the activities that our partners will be undertaking to
ensure that we are all on the same timeline and that we can deliver on our promises. We are ready .
State Agency Facing Management Structure
Account Management
Friends
and Family Service
Technical Service
Facility Maintenance
•
Missouri DOC RFP No. B2Zll019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
17
Promise: Securus will provide a better level of account management and customer service than you
are receiving today from your current provider.
Securus understands that the state agency requires an account team that is available,
knowledgeable, accessible, and proactive. It is for this reason that we have proposed the state
agency Solutions Team. This team consists of account management, technical services, friends and
family service, and facility maintenance. Each component will have a designated point of contact
with the Senior Account Executive as the lead. This experienced professional will report to the state
agency and will source any person from the team when required; including any partner that is
required. Contact numbers will be provided for each member of the team and they will be
accessible at any time. Monthly meetings will be held (face to face or conference call) to review
issues, review opportunities, and discuss challenges. The state agency Solutions Team will be
charged with providing face to face and indirect account management to the state agency. Their
success will be measured by customer opinion surveys as well as direct interviews with key state
agency staff by Securus managers.
On a quarterly basis, the team will meet with the state agency for the purpose of trend analysis,
presentation of new technologies and to address escalated issues. The team will consists of
representatives from each partner that is providing service with Securus as Prime, chairing the
meetings. Each quarterly meeting will end with a grade provided by the state agency of the
performance to date of the team. This grade will reflect the performance of the team as opposed to
the overall company performance.
To supplement the account team, all traditional·support channels provided for our clients will be
available to the state agency and, all channels will be provide with an account briefing that
identifies the state agency's unique operating environment and will inform the functional areas of
the key state agency contacts they can expect to be working with throughout the contract period.
These channels will include our Securus Technical Support Group for our facility contacts and our
Securus Correctional Billing Services customer service for family and friends. Our technical
support services will be fully integrated with our partners so that you will have only one
number to call for service and one number to call for family and friends customer service.
•
The overall goal of the account team is to provide the state agency with a better level of service than
they are currently receiving from PCS/GTL, to provide dedicated access to specific individuals who
are accountable for account satisfaction, and to provide a higher level ofresponse to the state
agency than would normally be expected. It should be noted that this includes access through the
account team to Securus strategic partners as well as other vendors that are providing products or
services to the state agency under this agreement. As the prime contractor, Securus will be
responsible for sourcing all partners at the meeting and will take accountability for the action items
assigned to partners as a part of this contract.
Why Securus?
The Missouri Department of Corrections must peer into the future and make a decision that makes
sense for not only today, based upon the RFP requirement, but also for the duration of the five year
contract. Over the course of the last five years, the offender telephone industry landscape has
18
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securns Technologies, Inc. All rights reserved.
·
~
SECljFU)s·
__. _ _
•
changed dramatically. You can expect the same change over the course of the next five years. So
how does one look into the future and make the best informed decision. today in face of all this
change?
Securus believes that looking back over the course of the last five years helps predict the next five
years. Securus has maintained a focus on the development of our offender calling platform with an
eye towards offering new and innovative features and functionality that are meaningful to our
clients and responsive to the challenging budgetary and operational environment you face every
day. Over the course of the last five years we have introduced:
•
•
The industry's best centralized offender telephone system that currently processes
over 1 million calls per day and bills 1.3 Billion minutes of use per year from over 1,400
jails and prisons throughout the United States
•
Innovative new investigative tools including PIN security biometrics, JLG investigative
voice biometrics, patented three-way calling and real time remote cafl forwarding
detection, CDR and voice recording records analysis in concert with partners
•
Highly effective integration methods such as web services that guarantees we can
integrate with any vendor at the highest level of technology at no expense to our facility
customers
•
New facility efficiency solutions that include Automated Information Services that
offload our client from having to answer the same questions from the public over and
over again; offender debit that allows family and friends to deposit funds directly into
offenders accounts, Prepaid Calling Card machines and multiple payment options for
family and friends
•
Call completion efficiencies that are guaranteed to increase call completions so
offenders are less frustrated and calls can be completed to cell phones, if approved by
the state agency
•
Services specifically targeted to increasing the safety and protection of facility staff
including covert alert with barge-in and word spotting that identifies key words or
phrases
•
Insulation from technology stagnation by providing upgrades to our calling platform at
least three times per year
•
U.S based customer call center available 24x7x365 and staffed by Securus employees
who are regularly measured based upon their ability to solve problems on the first call
In addition to the above, over the course of the last five years Securus has refined our management
teams. This includes at the very top of the organization and we have invested in more customer
facing people to make certain we keep in contact and stay ahead of every issue and opportunity.
So, how does the future look since we have reviewed the past?
•
One of the ways to evaluate what Securus will be in the future is to consider the commitment we
have made in our response. Most certainly, we could not make the commitments if we could not
deliver. We have promised to:
~
SECURus·
::..;.::....;·.......
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
19
1. Have done our homework to understand your unique operating environment and to make
sure we understand the technical interfaces required so your operation continues
uncompromised.
2. Source key partnerships with new and existing vendors that will deliver capabilities
beyond the basic offender telephone system
3. Provide the very best centralized calling platform in the industry that is robust enough for
your call volume and still have room to grow
4. Install the Securus SCP OTS and all of the related services within the timeframes provided;
including offender debit and monitoring and listening to five (5%) percent of all calls
5. Provide a better level of account management and customer service than you and family
and friends are presently receiving
But perhaps our CEO, Mr. Rick Smith says it best:
"We will provide the best customer seNice, the best calling platform, and the best economics to
tf'Je Missouri Department of Corrections. You have my word."
•
- Rick Smith, CEO. Securus Technologies, Inc.
20
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t;:) SECURl,JS"
---
•
STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP)
•
REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751~4903
E-MAIL: brent.dixon@oa.mo.gov
AMENDMENT NO.: 003
RFP NO.: B2Zl1019
TITLE: OFFENDER TELEPHONE SYSTEM
ISSUE DATE: 02/23/11
RETURN PROPOSAL NO LATER THAN: 03/09/11 AT 2:00 PM CENTRAL TIME
MAILING INSTRUCTIONS:
RETURN PROPOSAL TO:
Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Delivered sealed proposals must be in DPMM office (301 W High
Street, Room 630) by the return date and time.
(U.S. Mail)
DPMM
or
PO BOX 809
JEFFERSON CITY MO 65102-0809
(Courier Service)
DPMM
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65101-1517
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:
•
VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items and/or services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Terms and Conditions Request for Proposal
(Revised 01/20110). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with his/her proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Division of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri. a binding contract shall exist between the
offeror and the State of Missouri.
SIGNATURE REQUIRED
DOING BUSL'\ESS AS (OBA) NAME
LEGAL NAME Of EN11TYIINDIVIDUAL FILED WITH IRS FOR TIUS TAX ID NO.
Securus Technologies, Inc.
Securus Technologies, Inc.
MAILING ADVRESS
IRS FORM 1099 MAILING ADDRESS
14651 Dallas Parkway, 6tJi Floor
14651 Dallas Parkway, 6tll Floor
CITY, STATE, ZIP CODE
CITY, STA TE, ZIP CODE
Dallas, Texas 75254
Dallas, Texas 75254
cm.-rACT PERSON
EMAIL ADDRESS
Robert E. Pickens
bpickens@securustech.net
PHONE NUMBER
FAXl\lJMBER
I
972-277-0300
TAXPA VER ID NUMBER (TIN)
I
972-277-0514
TAXPAYER ID (TIN) TYPE (CHECK ONE)
_X_
FEIN
_
VENDOR NUMBER (IF KNOWN)
SSN
75-2722144
VENDOR TAX FILING TYPE WITH IRS (CHECK ONE)
_X_ Corporation
•
-
Individual
AUTHORIZED SIGNATURE
~~.~
PRINTED NAME
Robert E. Pickens
-
State/Local Government
_
Partnership
_
Sole Proprietor
DATE
March 9, 2011
TITLE
Chief Operating Officer
_IRS Tax Exempt
TITLE: OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
•..
'
Prospective offerors are hereby notified of the following revisions to the RFP:
6. Changed Closing Date:
As Stated: Return bid no later than 02125/11 at 2:00 pm
Change to: Return bid no later than 03/09111 at 2:00 pm
7. REVISED paragraph 2.2.13
8. REVISED paragraph 2.4.4
1. REVISED paragraph Exhibit A, Section A. I
•
•
STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP)
•
REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov
AMENDMENT NO.: 002
RFP NO.: B2Z11019
TITLE: OFFENDER TELEPHONE SYSTEM
ISSUE DATE: 02/09/11
RETURN PROPOSAL NO LATER THAN: 02/25/11 AT 2:00 PM CENTRAL TIME
MAILING INSTRUCTIONS:
RETURN PROPOSAL TO:
Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Delivered sealed proposals must be in DPMM office (301 W High
Street, Room 630) by the return date and time.
(U.S. Mail)
(Courier Service)
DPMM
or
DPMM
PO BOX 809
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65102-0809
JEFFERSON CITY MO 65101-1517
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:
•
VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items and/or services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Terms and Conditions Request for Proposal
(Revised 01/20/10). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with his/her proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Di vision of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri, a binding contract shall exist between the
offeror and the State of Missouri.
SIGNATURE REQUIRED
\
DOING BUSINESS AS (DBA) NAME
LEGAL NAME OF ENTITY/INDIVIDUAL FILED WITH IRS FOR THIS TAX ID NO.
Securus Technolo_gies, Inc.
Securus Technologies, Inc.
MAILING ADDRESS
IRS FOJlM 1099 MAllJNG ADDRESS
14651 Dallas Parkway, 6th Floor
14651 Dallas Parkway, 61h Floor
CITY,STATE, ZIP CODE
CITY, STATE, ZIP CODE
Dallas, Texas 75254
Dallas, Texas 75254
EMAIL ADDRESS
CONTACT PERSON
Robert E. Pickens
bpickens@securustech.net
PHONE NUMBER
FAX NUMBER
I
972-277-0300
TAXPAYER ID NUMBER (TIN)
I
972-277-0514
TAXPAYER ID (TIN) TYPE (CHECK ONE)
_X_
FEIN
_
VENDOR NUMBER (IF KNOWN)
SSN
75-2722144
VENOOR TAX FILING TYPE WITH IRS (CHECK ONE)
_X_ Corporation
•
-
Individual
AUITIORJZEDSIGNA~
~ 5 ..
PRINTED NAME
Robert E. Pickens
-
State/Local Government
_Partnership
_
Sole Proprietor
DATE
March 9, 2011
TITLE
Chief Operating Officer
_IRS Tax Exempt
TITLE: OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD: DATE OF AWARD THROUGH FNE YEARS
Prospective offerers are hereby notified of the fo11owing revisions to the RFP:
2. DELETED Section 3.8 and its subparagraphs
•
STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP)
•
REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov
AMENDMENT NO.: 001
RFP NO.: B2Zl1019
TITLE: OFFENDER TELEPHONE SYSTEM
ISSUE DATE: 01/25/11
RETURN PROPOSAL NO LATER THAN: 02/25/11 AT 2:00 PM CENTRAL TIME
MAILING INSTRUCTIONS:
RETURN PROPOSAL TO:
Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Delivered sealed proposals must be in DPMM office (301 W High
Street, Room 630) by the return date and time.
(U.S. Mail)
DPMM
or
PO BOX 809
JEFFERSON CITY MO 65102-0809
(Courier Service)
DPMM
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65101-1517
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:
•
VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items and/or services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Terms and Conditions Request for Proposal
(Revised 01/20/10). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with his/her proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Division of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri, a binding contract shall exist between the
offeror and the State of Missouri.
SIGNATURE REQUIRED
DOING BUSINF..SS AS (DBA) NAME
LEGAL NAME OF ENTITY/INDIVIDUAL FILED WITII IRS FOR THIS TAX ID !'>0.
Securus Technologies, Inc.
Securus Technologies, Inc.
MAILING ADDRESS
IRS FORM 1099 MAILING ADDRESS
14651 Dal1as Parkway, 6th Floor
14651 Dallas Parkway, 6111 Floor
CITY, STATE, ZIP CODE
CITY, STATE. ZIP CODE
Dallas, Texas 75254
Dallas, Texas 75254
CONTACT PERSON
El>lAILADDRESS
Robert E. Pickens
bpickens@securustech.net
PHONE 11."UMBER
FAX NUMBER
I
972-277-0300
TAXPAYER JD NUMBER (TIN)
I
972-277-05 I 4
TAXPAYER ID (TIN) TYPE (CHECK ONE)
_X_
FEIN
_
VENDOR NUMBER (IF KNOWN)
SSN
75-2722144
VENDOR TAX FILllt'G TYPE Willi IRS (CHECK ONE)
_X_ Corporation
•
-
Individual
AUTHORIZED SIGNATURE
;f.J-
r:. ~R'
PRINTED NAME
Robert E. Pickens
-
State/Local Government
_
Partnership
_
Sole Proprietor
DATE
March 9, 2011
TITLE
Chief Operating Officer
_IRS Tax Exempt
TITLE: OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
Prospective offerors are hereby notified of the following revisions to the RFP:
I. Changed Closing Date:
As Stated: Return bid no later than 02/0811 l at 2:00 pm
Change to: Return bid no later than 02/25111 at 2:00 pm
2. REVISED paragraph 1.5.2
3. REVISED paragraph 1.5.4
4. REVISED paragraph 1.7 .2
5. REVISED paragraph 2.1. 7
6. REVISED paragraph 2.1.8
7. ADDED .paragraph 2 .1.13
8. REVISED paragraph 2.2.13
9. REVISED paragraph 2.3.4
10. REVISED paragraph 2.3.5
11. ADDED subparagraphs 2.3.5.a - 2.3.5.g
12. ADDED subparagraph 2.3.7.g
13. DELETED paragraph 2.3.9
14. ADDED subparagraphs 2.3.10.a and 2.3.10.b
15. REVISED paragraph 2.4.3
16. REVISED paragraph 2.4.4
17. REVISED paragraph 2.4.5
18. REVISED paragraph 2.5.3
19. REVISED paragraph 2.5.8
20. REVISED paragraph 2.5.9
21. REVISED paragraph 2.8.2
22. DELETED paragraph 2.8.4
23. REVISED paragraph 2.9.5
24. REVISED paragraph 2.11.8
25. REVISED paragraph 2.18.3
26. REVISED paragraph 2.18.3.b
27. REVISED paragraph 2.18.4
28. REVISED paragraph 2.18.4.b
29. ADDED paragraph 2.18.8
30. REVISED paragraph 2.23. l
31. ADDED paragraph 2.23.3.b
32. REVISED paragraph 3.13.1
33. REVISED paragraph 3.18.1
34. REVISED paragraph 3.22.1
35. ADDED paragraph 4.3.8
36. REVISED paragraph 4.6.1
37. REVISED paragraph 4.6.7
38. REVISED subparagraph 4. 7.1.a. l)
39. REVISED Exhibit A
40. ADDED paragraph Cl.1.4 in Exhibit C
41. ADDED paragraph Cl.1.5 in Exhibit C
42. REVISED Exhibit D
43. REVISED Attachment #1
44. ADDED Attachment #3
•
•
•
STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP}
•
REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov
RFP NO.: B2Zll019
TITLE:
OFFENDER TELEPHONE SYSTEM
ISSUE DATE: 12120/10
RETURN PROPOSAL NO LATER THAN: 02/08/11 AT 2:00 PM CENTRAL TIME
MAILING INSTRUCTIONS:
RETURN PROPOSAL TO:
Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Delivered sealed proposals must be in DPMM office (301 W High
Street, Room 630) by the return date and time.
(U.S. Mail)
DPMM
or
POBOX809
JEFFERSON CITY MO 65102-0809
(Courier Service)
DPMM
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65101-1517
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:
•
VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items and/or services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Terms and Conditions Request for Proposal
(Revised 01/20110). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with his/her proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Division of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri, a binding contract shall exist between the
offeror and the State of Missouri.
SIGNATURE REQUIRED
DOING BUSINESS AS (DBA) NAME
LEGAL NAME OF ENTITY/INDIVIDUAL FILED WITII IRS FOR THIS TAX ID NO.
Securus Technologies, Inc.
Securus TechnoloE?:ies, Inc.
MAILING ADDRESS
IRS FORM 1099 MAILING ADDRESS
14651 Dallas Parkway, 6th Floor
14651 Dallas Parkwav, 61h Floor
CITY, STA TE, ZIP CODE
CITY. STATE, ZIP CODE
Dallas, Texas 75254
Dallas, Texas 75254
CONTACT PERSON
EMAIL ADDRFSS
Robert E. Pickens
boickens@securustech.net
PHONE NUMBER
FAX NUMBER
I
972-277-0300
TAXPAYER ID NUMBER (TIN)
I
972-277 -0514
VENDOR NUMBER (IF KNOWN)
TAXPAYER ID (1Th1 TYPE (CHECK ONE)
_X_
FEIN
_
SSN
75-2722144
VENDOR TAX FILING TYPE WITH IRS (CHECK ONE)
_X_ Corporation
•
-
Individual
Atmlu~~~
PRL'ITED NAME
Robert E. Pickens
_
State/Local Government
_
Partnership
_
Sole Proprietor
DATE
March 9, 2011
TITLE
Chief Operating Officer
_IRS Tax Exempt
1. Introduction and General
Information
This section of the RFP includes a brief introduction and background information about the intended
acquisition for which the requirements herein are written. The contents of this section are intended for
informational purposes and do not require a response.
1.1
Purpose:
1.1.1
•
fl
This document constitutes a request for sealed proposals from prospective offerors for the
provision of an offender telephone service for the Office of Administration, Information
Technology Services Division for various existing and future correctional institutions operated
by the Missouri Department of Corrections (referred to hereinafter as the "state agency"), and to
provide all operator assisted and automated telephone services to the offenders in accordance
with the requirements and provisions stated herein.
Securus has read and understands.
1.1.2
RFP Document Contents: This document, referred to as a Request for Proposal (RFP), is
divided into the following parts:
Section 1:
Section 2:
Section 3:
Section 4:
Exhibit A:
Exhibit B:
ExhibitC:
Introduction and General Information
Functional, Technical, and Performance Requirements
Contractual Provisions and Requirements
Proposal Submission Information and Requirements
Pricing (Cost)
Experience and Reliability of Organization
Proposed Method of Performance, Solution Functionality, and Expertise of
Personnel
ExhibitD:
Participation by Other Organizations
Exhibit E:
Missouri Service-Disabled Veteran Business Preference
Exhibit F:
Business Entity Certification, Enrollment Documentation and Affidavit of Work
Authorization
Exhibit G:
Miscellaneous Information
Attachment 1: Missouri Correctional Institutions
Attachment 2: Department of Corrections Confidentiality Document
Terms and Conditions
•
fl
Securus has read and understands .
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
31
1.2
Pre-Proposal Conference:
1.2. l
If
Securus has read and understands.
I .2.2
'ff
A pre-proposal conference regarding this Request for Proposal will be held on Monday, January
10, 201 I beginning at 9:30 a.m. Central Time in Room 400 of the Harry S Truman State Office
Building in Jefferson City, Missouri.
Pre-Proposal Conference Agenda - The RFP will be used as the agenda for the pre-proposal
conference.
Securus has read and understands.
I .2.3
Pre-Proposal Conference RFP Questions -All potential offerors are encouraged to participate in
the Pre-Proposal Conference as it will be used as the forum for questions, communications, and
discussions regarding the RFP. The offerer should become familiar with the RFP and develop all
questions prior to the conference in order to ask questions and otherwise participate in the public
communications regarding the RFP.
a.
fl
Securus has read and understands.
b.
fl
Prior Communication - Prior to the Pre-Proposal Conference, the offeror may submit written
communications and/or questions regarding the RFP to the buyer identified on page one.
Such prior communication will provide the State of Missouri with insight into areas of the
RFP which may be brought up for discussion during the conference and which may require
clarification.
•
During the Pre-Proposal Conference, the buyer ofrecord will attempt to respond to all
previously received questions/concerns regarding the RFP but it shall be the sole
responsibility of the offeror to orally address any issues previously presented to the buyer by
the offeror that the buyer of record may have failed to address.
Securus has read and understands.
c.
Amendment to the RFP - Any changes needed to the RFP as a result of discussions from the
Pre-Proposal Conference will be accomplished as an amendment to the RFP. Formal minutes
of the conference will not be maintained.
tf Securus has read and understands.
1.2.4
.!
Securus has read and understands.
1.3
1.3.1
32
Pre-Proposal Conference Special Accommodations - Offerors are strongly encouraged to advise
the Division of Purchasing and Materials Management within five (5) working days of the
scheduled pre-proposal conference of any special accommodations needed for disabled
personnel who will be attending the conference so that these accommodations can be made .
RFP Questions:
Questions and issues relating to the RFP must be directed to the buyer, Brent Dixon. It is
preferred that questions be e-mailed to brent.dixon@oa.mo.gov.
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Secums Technologies, rnc. All right> reserved.
[;:> SECURl)S~--
•
W Securus has read and understands.
1.3.2
All questions and issues should be submitted no later than ten (10) calendar days prior to the due
date of the proposals. If not received prior to ten days before the proposal due date, the Division
of Purchasing and Materials Management (DPMM) may not be able to fully research and
consider the respective questions or issues.
W Securus has read and understands.
1.3.3
'fl
Securus has read and understands.
1.4
Offeror's Contacts:
1.4.1
•
S
Background Information:
1.5.1
•
Offerors and their agents (including subcontractors, employees, consultants, or anyone else
acting on their behalf) must direct all of their questions or comments regarding the RFP, the
evaluation, etc. to the buyer of record indicated on the first page of this RFP. Offerers and their
agents may not contact any other state employee regarding any of these matters during the
solicitation and evaluation process. Inappropriate contacts are grounds for suspension and/or
exclusion from specific procurements. Offerors and their agents who have questions regarding
this matter should contact the buyer of record.
Securus has read and understands.
1.5
fl
Questions and issues necessitating requirement changes or clarifications will result in an
amendment to the RFP. As a result, some questions and issues may not result in a direct
response to the inquiring vendor.
The State of Missouri, Office of Administration, Information Technology Services Division is
seeking an experienced contractor to provide an offender telephone service for the Department
of Corrections that allows the offenders residing in the state's correctional institutions to place
calls through the contractor provided offender telephone system to parties outside the facility.
Securus has read and understands .
~
SECl,JfUJS.
...._..__
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
33
REVISEJ:fPER'AMENDMENTt#OOl
1
1.5.2
The total number of calls and minutes of international calls is currently zero. The total number of
calls and minutes of local, intraLATA, interLATA, and interstate used during calendar year
2009 and 2010 in the current offender telephone services contract was as follows:
Call Information By Call Type
2009
Collect
Calls
Debit
Calls
Pre-paid
Calls
Totals
Calls Placed
Duration of Calls
(Minutes)
1,439,350
23,070,844
5,975,563
51,862,148
2,821,246
10,236,159
38,119,266
113,052,258
Calls Placed
2010
Duration of Calls
(Minutes)
1,329,865
15,971,135
7,125,702
55,949,563
3,668,549
45,536,201
12,124,116
117,456,899
•
Call Information By Call Location
Interstate
lntraLATA
lnterLATA
Local
Total
-.f
1,900,669
52,231,522
44,269,851
5,382,639
4,706,375
52,885,901
46,594,174
1,485,556
134,432
1,277,834
113,052,258
12,124,116
117,456,899
4,782,250
4,046,146
135,708
10,236,159
Calls Placed
2010
Duration of Calls
(Minutes)
16,698,990
Securus has read and understands.
1.5.3
fi
2009
Duration of Calls
(Minutes)
Calls Placed
15,065,329
1,272,055
While previous calling information is provided, no guarantee is made by the state on future call
volumes or the distribution of those call volumes by call type or location.
Securus has read and understands.
REVISED:PERfAMENDMENT,#001
1.5.4
t1
There are approximately 32,000 offenders in the Department of Corrections' institutions related
to the contract. This number may fluctuate. The total number ofoffenders in Department of
Corrections' institutions on January 18, 2011was30,548 offenders.
•
I
Securus has read and understands.
I
34
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
00 SECU.Rus·
---- -
--~
.
1.5.5
fl
Securus has read and understands.
Awarded Bid & Contract Document Search:
1.6
l .6. l
ft
1.7
Although an attempt has been made to provide accurate and up-to-date information, the State of
Missouri does not warrant or represent that the background information provided herein reflects
all relationships or existing conditions related to this Request for Proposal.
Tour of Facility:
1.7.1
8
Management's A warded Bid & Contract Document Search System located on the Internet at:
http://www.oa.mo.gov/purch. In addition, all proposal and evaluation documentation leading to
the award of that contract may also be viewed and printed from the Division of Purchasing and
Materials Management's Awarded Bid & Contract Document Search System. Please reference
the Bid number B2Z05070 or the contract number C205070001 when searching for these
documents.
Securus has read and understands.
1.6.2
•
The current contractor, Public Communications Services, Inc. (Securus), owns all the equipment
associated with the offender phone infrastructure provided and installed by the contractor. The
State of Missouri owns the existing cabling.
To ensure the offeror understands the requirements of the RFP, two (2) hour tours of each
correctional facility will occur according to the schedule stated below. Background checks will
be conducted prior to granting the offeror and/or the offeror's employee approval to enter the
facilities. In order to be considered for participation in one or all of these tours, the offeror must
contact Melissa Scheulen at the Missouri Department of Corrections, Office of the Division of
Adult Institutions, 2729 Plaza Drive, Jefferson City, MO 65109, 573-751-2389, at least seventytwo (72) hours prior to the tour(s) to provide the official name ofthefr company, the full names
(first, middle initial and last), dates of birth, and social security numbers of the individuals that
will be participating in the tour(s) so that background checks can be completed and decisions
regarding entrance approval/disapproval can be made. Locations and addresses of the
institutions are stated in Attachment #1.
Securus has read and understands.
REVISED PER AMENDMENT #001
1.7.2
•
Proposed Tour Schedule:
Date of Tour
Location
Time of Tour
Januarv
January
January
January
January
Januarv
January
JCCC
ACC
CRCC
WMCC
MTC
WRDCC
KCCRC
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
~ SECU_.ftU_.5·
11, 2011
11 2011
12 2011
12. 2011
13, 201 I
13, 2011
14, 2011
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
35
Date of Tour
January 18, 2011
Januarv 19, 2011
January 20, 2011
January 20, 2011
Januarv 21, 2011
January 21, 2011
January 24, 2011
January 24, 2011
January 25, 2011
Januarv 25, 2011
January 26, 2011
Januarv 26, 2011
January 27, 2011
January 28, 2011
Januarv 31, 2011
February 1, 2011
Location
CCC
MCC
BCC
TCC
FRDC
CTCC
WERDCC
NECC
SLCRC
MECC
ERDCC
FCC
SECC
PCC
sccc
ace
Time of Tour
8:30 a.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time
This schedule does not include the Investigation Offices.
vi
Securus has read and understands.
1.7.3
Any questions resulting from tours of the facility must be directed to Brent Dixon, Buyer, at the
contact information stated on page one.
•
W Securus has read and understands.
36
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. Alf rights reserved.
t::l SECU__~_us·_
•
2. Functional, Technical, and
Performance Requirements
This section ofthe RFP includes requirements and provisions relating specifically ta the fanctional,
technical, and performance requirements of the agency. The contents of this section include mandatory
requirements that will be required of the successful offeror and subsequent contractor. Response to this
section by the offeror is requested in the Exhibit section of this RFP. The vendor's response, whether
responding to a mandato;y requirement or a desired attribute will be binding upon the vendor in event
the proposal is accepted by the state.
2.1
General Requirements:
2.1.l
•
rl
The contractor must have successfully designed, implemented, and monitored at least one (1)
multi-institutional networked offender telephone system as the prime contractor. It is highly
desirable for at least one of the contractor's implemented networked offender telephone systems
to be recording and monitoring all calls and handling a similar volume of calls and minutes as
the State of Missouri's requirements herein as well as possessing the capability of networking
with at least eight (8) correctional facilities within one ( 1) system.
Securus has read, agrees, and complies.
Securus has successfully designed, implemented, and monitored many multi-institutional
networked offender telephone system as the prime contractor. We are pleased to provide the
following examples of three of our networked offender telephone systems that include recording
and monitoring all calls and handling a similar to the volume of calls and minutes as the State of
Missouri's.
Arizona Department of Corrections
The Arizona Department of Corrections (AZ DOC) awarded a five-year statewide contract to
Securus in October 2007 through October 2012. The contract required Securus to implement and
operate a turnkey network-based offender telephone system with integrated recording and
monitoring capabilities. This included the installation and use of voice biometrics, centralized
database/administration with integration into AZ DOC Offender Management System. For offender
behavior modification, Securus installed call velocity restrictions based on various custody levels.
Our installation team successfully installed approximately 1,180 telephone devices, including over
550 pedestal installations, serving more than 35,000 offenders at more than 20 AZ DOC stateoperated and privately managed locations.
•
Key Project Milestones
• Issue installation orders/confirm install dates with customer
•
~
·
SOX compliance approval
SECURUS"
~;.;!'-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
37
•
Site surveys
•
Assignments for purchasing/complete purchase orders
•
Receive system shipment at site/verify shipment content
•
Order circuits/test and turn up circuits
•
General installation - mount system, phones (including cutoff switches)/verify all
features working properly
•
Verify phones work, port assignments/call groups
•
Quality control checklist/test calls completed
•
Distribute installation documentation to logistics planning
•
Install workstation and firewalls
•
Perform customer training
•
Site cutover complete
•
Customer acceptance of installation
The service installed at the AZ DOC is the same service being proposed to the state agency. The
installed SCP solution included comprehensive security and calling features serving the needs of a
department of corrections offender population greater than that of the state agency.
Florida Department of Corrections
Securus was awarded competitive bid to provide a centralized turnkey offender telephone system
to serve more than 102,500 offenders. The initial contract period is for five years with one five-year
mutually agreeable five-year renewal. Securus successfully installed the Secure Call Platform (SCP)
and networked 149 DOC locations. bur project management team's approach for the installation
was to deploy two installation teams per Florida DO C's four regions. The contract was signed
September 25, 2007 and the installation was complete December 23, 2007. Securus installed
approximately 2,270 offender telephones, 140 workstations/printers, approximately 50 TTYs,
installed all of the necessary recording and monitoring equipment required to meet the DO C's
specifications. Our installation teams removed all existing telephone devices and readied them for
shipment per our agreement with the previous contractor.
•
Key Project Milestones
38
•
Issue installation orders/confirm install dates with customer
•
SOX compliance approval
•
Site surveys
•
Assignments for purchasing/complete purchase orders
•
Receive system shipment at site/verify shipment content
•
Order circuits/test and turn up circuits
•
General installation - mount system, phones (including cutoff switches)/verify all
features working properly
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
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~
•
SECURUS"
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•
Verify phones work, port assignments/call groups
•
Quality control checklist/test calls completed
•
Distribute installation documentation to logistics planning
•
Install workstation and firewalls
•
Perform customer training
•
Site cutover complete
•
Customer acceptance of installation
The service installed at the Florida DOC is the same service being proposed to the state agency. The
installed SCP solution included comprehensive security and calling features serving the needs of a
department of corrections offender population larger than that of the state agency.
•
Maryland Department of Public Safety and Correctional Services
The scope of the agreement calls for Securus Technologies to provide a secure offender telephone
system to the 23,500 offenders incarcerated in the 26 Maryland Department of Public Safety and
Correctional Services (DPSCS) facilities. Securus provides secure telecommunications, recordings,
live monitoring capabilities and fraud control through Securus' SCP solution. Securus is also
responsible for the installation, customer (Friends and Family) service, technical support, customer
billings, and network operations.
Securus has held this contract as the prime contractor since 2003, and was a subcontractor to
Verizon providing offender telephone service to the DPSCS since 1994. In 2003 Securus installed
Digital ComBridge, a premises based offender-calling system that networked together all 26 sites
with the Maryland DPSCS. In 2009 Securus upgraded the system to the hosted centralized Secure
Call Platform. Maryland was the first DOC to use the automated Personal Allowed Number (PAN)
lists feature that allows offenders to hear, add and delete numbers from their PAN lists directly,
subject to an automated validation process and/or the approval of the DOC to the change requested
by the offender. The Maryland DPSCS uses the SCP debit calling application, funding is
accomplished through an interface with Maryland's trust fund system. An automated interface is
also used to track offender movement, so that offender debit accounts are only active in the facility
in which the offender is incarcerated.
Key Milestones of the SCP Conversion Project
• Issue installation orders/confirm install dates with customer
• sax compliance approval
•
•
Site surveys
•
Assignments for purchasing/complete purchase orders
•
Receive system shipment at site/verify shipment content
•
Order circuits/test and turn up circuits
•
General installation-mount system, phones (including cutoff switches)/verify all features
working properly
c::> SECURus·
~-"-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
39
•
Verify phones work, port assignments/call groups
•
Quality control checklist/test calls completed
•
Distribute installation documentation to logistics planning
•
Install workstation and firewalls
•
Perform customer training
•
Site cutover complete
•
Customer acceptance of installation
2 .1.2
The offender telephone system must meet or exceed the requirements and provisions specified
herein.
tf Securus has read, agrees, and complies.
Securus as the prime contractor complies and will be responsible for meeting or exceeding the
requirements and provisions specified in this RFP.
2 .1.3
fl
The contractor shall provide, install, and maintain an offender telephone system for the state
agency locations identified in Attachment #1, on an as-needed, if needed basis, which must meet
or exceed the requirements and provisions specified herein.
Securus has read, agrees, and complies.
Securus will provide, install, and maintain and offender telephone system for the following state
agency locations on an as needed, if needed basis and will meet or exceed the requirements and
provisions specified herein:
40
•
Eastern Reception & Diagnostic Correctional Center (ERDCC)
•
Boonville Correctional Center & Boonville Treatment Center (BCC)
•
Crossroads Correctional Center (CRCC)
•
Southeast Correctional Center (SECC)
•
Chillicothe Correctional Center (CCC)
•
Western Missouri Correctional Center (WMCC)
•
Farmington Correctional Center (FCC)
•
Ozark Correctional Center (OCC)
•
Fulton Reception & Diagnostic Center and Cremer Therapeutic Center (FRDC)
•
Algoa Correctional Center (ACC)
•
South Central Correctional Center (SCC)
•
Kansas City Community Release Center (KCCRC)
•
Jefferson City Correctional Center UCCC)
•
Maryville Treatment Center (MTC)
Missouri lt>OC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc All rights reserved.
•
•
~SECURUS~..;;._.
•
•
Potosi Correctional Center and Mineral Area Treatment Center (PCC)
•
Missouri Eastern Correctional Center (MECC)
•
Moberly Correctional Center (MCC)
•
Northeast Correctional Center (NECC)
•
Western Reception, Diagnostic & Correctional Center (WRDCC)
•
Tipton Correctional Center (TCC)
•
Women's Reception and Diagnostic Center (WERDC)
•
Central Regional Investigations
•
Western Regional Investigations
•
Eastern Regional Investigations
•
St. Louis Community Release Center
We propose our turnkey Secure Call Platform™ Offender Telephone System (SCP OTS) to the state
agency locations. We will install 100 percent of the system hardware and software for your facility,
and maintain the system for the contract period. Our implementation will result in minimal
disruption during the installation, which will include, but is not limited to, adding offender phones,
TDD phones, 20 workstations, a fully digital calling network, and full monitoring and recording of
all calls except privileged calls.
2.1.4
fl
The offender telephone system must include all telephones, workstations, Telephone Devices for
the Deaf (TDD), recording equipment, monitoring equipment, software, server, PIN cards,
wiring, and data storage devices necessary to meet the requirements herein. Unless otheiwise
specified herein, the contractor shall furnish all material, labor, facilities, equipment, and
software necessary to perform the services required herein.
Securus has read, agrees, and complies.
The proposed Securus SCP OTS will include all telephones, workstations, TDD devices, recording
equipment, monitoring equipment, software, server, PIN cards, wiring, contractor monitoring
services, and data storage devices necessary to meet or exceed all requirements herein.
As the prime contractor, Securus will directly provide or will provide through qualified
subcontractors all material, labor, facilities, equipment, and software necessary to perform the
services required herein.
2.1.5
•
The contractor must comply with all applicable law, and Federal Communications Commission
and State of Missouri Public Service Commission regulations regarding licensing and
certifications and submit documentation of such if requested. Upon contractor providing
evidence of the validity of new federal and/or state regulation directly affecting the provisions of
the contract, the state shall amend the contract to include such provisions. Regulatory mandates
of the contractor may be passed on to the state via contract amendment.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
41
ti
Securus has read, agrees, and complies.
Securus will comply with all applicable law, and Federal Communications Commission and State of
Missouri Public Service Commission regulations regarding licensing and certifications and submit
documentation of such if requested. Securus has a full time regulatory and legal department that
ensures compliance with all local, state, and federal laws and regulatory rules and regulations,
including compliance with truth in billing laws.
Securus will provide evidence of the validity of any new federal and/or state regulation directly
affecting the provb;ions of the contract, and will request that the state amend the contract to
include such provisions.
2.1.6
fl
The offender telephone system may utilize new, refurbished or used equipment, provided the
equipment meets or exceeds the requirements herein.
Securus has read, agrees, and complies.
In order to prevent a continuation of the state agency's recent experience with an inordinate
amount of telephone equipment repairs, Securus will install all new equipment that meets or
exceeds the requirements of the RFP.
•
!
REVISE~PERfAMENDME:i~'Tt'#OOl
2.1. 7
The table below identifies the current number of telephones and workstations which are located
at each of the state agency's institutions. The offender telephone system must include at least as
many units as is currently being provided. The state agency may add or delete telephones and
workstations at the locations indicated below or at additional locations without additional cost to
the state agency.
LOCATION
Eastern Reception &
Diagnostic Correctional
Center
Boonville Correctional
Center & Boonville
Treatment Center
Crossroads Correctional
Center
Southeast Correctional
Center
Chillicothe Correctional
Center
Western Missouri
CURRENT#
OF REQUIRED
PHONES
167PHONES
CURRENT#OF
REQUIRED
WORKSTATIONS
1 WORKSTATION
OPERATING
CAPACITY PER
FACILITY
2684 OFFENDERS
59PHONES
I WORK.STATION
1316 OFFENDERS
93 PHONES
1 WORKSTATION
1470 OFFENDERS
88PHONES
1 WORKSTATION
1658 OFFENDERS
92PHONES
1 WORKSTATION
1196 OFFENDERS
105 PHONES
1 WORKSTATION
1958 OFFENDERS
•
I
42
Missouri JI>OC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECt)RlJS.
LOCATION
Correctional Center
Farmington Correctional
Center
Ozark Correctional
Center
Fulton Reception &
Diagnostic Center
Cremer Therapeutic
Center
Algoa Correctional
Center
Jefferson City
Correctional Center
South Central
Correctional Center
Maryville Treatment
Center
Potosi Correctional
Center and Mineral Area
Treatment Center
Missouri Eastern
Correctional Center
Moberly Correctional
Center
Northeast Correctional
Center
Western Reception,
Diagnostic &
Correctional Center
Tipton Correctional
Center
Women's Reception and
Diagnostic Center
Central Regional
Investigations
Western Regional
Investigations
Eastern Regional
Investigations
Central Office
•
•
St. Louis Community
~
SECLI_R_LI_s·
....:.,...,.__
OPERATING
CAPACITY PER
FACILITY
CURRENT#
OF REQUIRED
PHONES
CURRENT#OF
REQUIRED
WORKSTATIONS
135 PHONES
I WORKSTATION
2635 OFFENDERS
26PHONES
1 WORK.STATION
650 OFFENDERS
141 PHONES
0 WORKSTATION
1302 OFFENDERS
6PHONES
0 WORKSTATION
180 OFFENDERS
61 PHONES
1 WORKSTATION
1537 OFFENDERS
94PHONES
1 WORKSTATION
1971 OFFENDERS
79PHONES
1 WORKSTATION
1658 OFFENDERS
23 PHONES
1 WORKSTATION
561 OFFENDERS
49PHONES
0 WORKSTATION
903 OFFENDERS
53 PHONES
1 WORKSTATION
1100 OFFENDERS
64PHONES
1 WORKSTATION
1800 OFFENDERS
127PHONES
1 WORK.STATION
2106 OFFENDERS
111 }>HONES
1 WORK.STATION
1560 OFFENDERS
58PHONES
1 WORKSTATION
1192 OFFENDERS
70PHONES
0 WORKSTATION
1986 OFFENDERS
0 WORKSTATION
0 WORKSTATION
0 WORK.STATION
3 WORKSTATIONS
17COJN
0 WORKSTATION
538 OFFENDERS
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
43
LOCATION
CURRENT#
OF REQUIRED
PHONES
Release Center
PAYPHONES
Kansas City Community
Release Center
12 COIN
PAYPHONES
I, 701 PHONES
TOTAL
CURRENT#OF
REQUIRED
WORKSTATIONS
OPERATING
CAPACITY PER
FACILITY
0 WORKSTATION
410 OFFENDERS
20
32,371 OFFENDERS
WORKSTATIONS
'fi
Securus has r'~ad, agrees, and complies.
Securus will provide at least as many telephones and workstations as outlined above. We
understand and agree that the state agency may add or delete telephones and workstations at the
locations indicated above or at additional locations without additional cost to the state agency.
REVISED:PERfAME~DMENT1#00l
2.1.8
If
The state agency may, at no additional charge to the state, require the contractor to install new
offender telephone systems at facilities that are not currently utilizing an offender telephone
system (i.e. new correctional institutions, community release centers, and community
supervision centers).
Securus has read, agrees, and complies.
Securus understands that the state may require the contractor to install new offender telephone
systems at facilities that are not currently utilizing an offender telephone system (such as new
correctional institutions, community release centers, and community supervision centers).
2.1.9
fl
The contractor shall provide TTD units on an as needed, if needed basis, at no additional cost to
the state, to each of the locations identified in Attachment #1, excluding the investigation units.
The state agency may add or remove TTDs at the locations indicated herein or at additional
locations without additional cost to the state agency.
Securus has read, agrees, and complies.
Securus will provide at least as many TTD units as needed, at each of the locations identified in
Attachment #1. excluding the investigation units, at no additional cost to the state. We understand
and agree that the state agency may add or delete TTD units at the locations indicated above or at
additional locations without additional cost to the state agency.
2.1. l 0
44
The offender telephone system must record and store each offender call and the call detail as
they occur in real-time to a central primary recording and storage location and a secondary
recording and storage location.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECIJR_µs·
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!
I!
Securus has read, agrees, and complies.
Securus will be responsible for recording and storing each offender call and the call detail as they
occur in real-time to a central primary recording and storage location and then Securus backs up
recordings to a secondary storage location. This will result in recordings and call detail being stored
in multiple locations to ensure that recordings are never lost.
As mentioned in our statement of work, Huber & Associates will provide two racks of storage space
in its secure data center for Securus to use at Securus' discretion.
a. The secondary recording and storage location shall be in a separate physical location in a
separate building from the primary storage location, as chosen by the contractor.
tf
Securus has read, agrees, and complies.
The secondary storage location is in a separate physical location in a separate building from the
primary storage location. This storage location will provide for redundancy and disaster recovery
in the unlikely event that the primary recording and storage location loses call recordings.
•
Safe, Secure Storage Area Network
Securus will store the state agency's call recordings for access for the life of the contract for access
by authorized users. Call recordings are stored in Securus' centralized Disaster-Resistant CarrierClass Data Centers, which are managed under the direct supervision of Securus with maintenance
performed by trained data center personnel. Additionally, all equipment used to store recordings is
monitored by Securus' fully staffed Network Operations Center (NOC) 24x7x365.
The SCP system writes all recorded calls to two storage area networks (SANs) initially, using two
separate connections to the different SANs, providing for primary data center redundancy.
Additionally, all recorded calls are written to a second media device and stored off-site at a separate
physical location.
A SAN is a high-speed special-purpose network or sub-network that interconnects different kinds
of mass storage and shared storage devices (such as mass disk arrays, and optical jukeboxes) with
associated data servers. The SAN architecture makes all storage devices available to all servers on
local area networks (LAN) or wide area networks (WAN). The SAN solution not only delivers
complete scalability for the state agency's storage requirements, but also supports disk mirroring,
backup and restore, archival and retrieval of archived data, data migration from one storage device
to another and sharing data among different servers in a network
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
45
b. For the purposes of the contract, real-time shall be defined as including a maximum sixty (60)
second lag time from the actual phone conversation to the primary and secondary recording
and storage solutions to account for system traffic and necessary transmission time.
fl
Securus has read, agrees, and complies.
Securus agrees that for the purposes of this contract real time shall be defined as including a
maximum sixty (60) second lag time from the actual phone conversation to the primary and
secondary recording and storage solutions to account for system traffic and necessary transmission
time.
2.1.11
II
The contractor must provide any system modifications or additions necessary to enable the
system to operate according to all technical and performance specifications presented herein at
no additional cost to the State of Missouri.
Securus has read, agrees, and complies.
Securus will provide all OTS modifications or additions necessary to enable the OTS to operate
according to all the technical and performance specifications presented in the RFP at no additional
cost to the state agency.
The Securus SCP provides regularly scheduled technology upgrades ensuring the state agency will
have the very latest technologies both today and well into the future. No other vendor can provide
the depth and breadth of our SCP platform.
2.1.12
ti
•
Single Point of Contact: The contractor must function as the single point of contact for the state,
regardless of any subcontract arrangements for all products and services. This shall include
assuming responsibility and liabilities for all problems and liabilities for all problems relating to
all hardware, software, and services provided.
Securus has read, agrees, and complies.
Securus will function as the single point of contact (SPOC) for the state, regardless of any
subcontract arrangements for all products and services. Securus will assume responsibility and
liability for all problems and liabilities for all problems relating to all hardware, software, and
services provided.
We are proposing a "customer facing organization" that is designed to maintain open
communication with the State of Missouri and the state agency at all times, present proactive
recommendations, review statistical performance reports, take full accountability for all
subcontractors, and meet face to face with the state agency on a quarterly basis at a minimum.
•
46
Missouri IOOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reser11ed.
~
SECUflUS.
ADDED PER AMENDMENT #004
2.J .13
fl
The contractor must install coin operated payphones in the St. Louis Community Release Center
and Kansas City Community Release Center at the per minute rate specified in section A.5 of
Exhibit A. It is highly desirable for the coin operated payphones to also accept credit cards and
bank debit cards as methods ofpayment.
Securus has read, agrees, and complies.
Securus will install a total of 29 coin operated payphones in the St. Louis Community Release Center
and Kansas City Community Release Center, which will use the per minute rate specified in section
A.5 of Exhibit A
2.2
Offender Call Requirements:
2.2.1
fl
•
The offender telephone system must be capable of handling collect, debit and pre-paid calls.
These call types shall hereinafter be referred to as a "call".
Securus has read, agrees, and complies.
The Securus SCP OTS is capable of handling and processes only outgoing collect calls, debit and
prepaid calls. Securus will provide the three types of calls required.
a. Collect Call: A collect call shall consist of the offender placing a call through the offender
telephone system that is billed to the party accepting the call .
.!
Securus has read, agrees, and complies.
The Securus OTS is capable of processing collect calls that consists of the offender placing a call
through the Securus SCP OTS and the call will be billed to the party accepting a call.
How it Works
When the called party answers the phone, SCP's advanced answer detection triggers the call
acceptance voice prompt. The called party hears, "Hello, you are receiving a collect call from
[OFFENDER NAME}, an offender at a Missouri Correctional Institution. This call is subject to
monitoring and recording." They then hear the following menu options:
•
"To accept this call, press 1."
•
"To refuse this call press 2."
•
"To hear the rates and charges for this call, press 7."
•
"To block future calls to your number, press 6."
•
~
SECURUs·
~;,.,:_;.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
47
The following table describes how the SCP OTS automated attendant assists called parties and
offenders.
I
Called Party Assistance
-
-
Offender Assistance
-
-
-
•
Request a rate quote
• Listen to prerecorded announcements only
•
Hear the name of the facility and offender
calling
• Select a specific language at the beginning of
the call (if configured for this option)
• Accept or reject the call
• Choose to hear the prompts on the system in
English, or the language selected by the
offender (if configured for this option)
• Block their number prior to accepting a call
using SCP's patented Perma Block technology*
• Acknowledge that the call is going to be
monitored and recorded
•
1
•
Hear available call time (prompt will tell the
offender call time limits based on calling
schedules or calling restrictions)
identify themselves by PIN or Voice Biometrics
(if configured)
• Add, remove, and/or listen to the phone
numbers on their PAN list (if configured)
The SCP OTS automated attendant also provides a patented "Perma Block" process, which allows a
called party to block their number prior to accepting a call. This feature may be used to block calls
from any offender in a MODOC facility. The ability to immediately block calls helps reduce the
number of called party complaints and reduces facility labor requirements. The called party can
also choose to simply end the call by hanging up.
•
b. Debit Call: A debit call shall consist of the offender purchasing phone time through the
offender banking system before placing a call through the offender telephone system.
ft
Securus has read, agrees, and complies.
The Securus OTS is capable of the providing the offenders with the ability to purchase phone time
through the offender banking system before placing a call. Securus has identified the technical
interfaces required to provide this ability and has an agreement in place between Securus and
Huber & Associates to facilitate this requirement.
Securus has identified the method of communication between the offender banking system and the
Securus SCP, the frequency required for that communication and all required technical capabilities
that must be in place between the offender banking system and the Securus SCP to provide
offenders with the ability to purchase phone time through the offender banking system.
Securus has created an integrated solution between the offender banking system· and the offender
telephone system. By contracting with Huber & Associates, Securus will make available access to
software that assists in the operation of the Missouri Department of Corrections Canteen Point of
Sale (POS) operation where an offender can buy phone time. Securus will also be able to provide
access to software that runs on the state agency's kiosk systems that allows an offender to buy
phone time. This system debits the offender's account for the cost of the phone time and credits the
48
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. Alt rights reserved.
~
SECl)RUS-........-
•
offender debit account in SCP. Huber & Associates will provide Securus with a file containing a
record for each phone time purchase by an offender on a timely basis.
Securus is aware of how critical offender debit calling is to the state agency and offenders and
understands that this type of calling must be immediately available to the offenders at initial
cutover of the OTS. For this reason, Securus has held in-depth meetings with Huber & Associates to
ensure that we have the correct technical interfaces in place and that the information flow will
enable debit caJJing on the SCP. All interfaces will be verified prior to final implementation to be
certain debit calling is fully functional and that the offenders will have access to debit calling
purchases on the in-pod kiosks at the time of implementation.
By partnering with Huber & Associates, Securus will provide the capability for the offender to
purchase phone time through the inmate banking system for placing a call through the offender
telephone system. The offender can purchase phone time through the offender kiosk system and
through the point of sale canteen system. The offender's account in the inmate banking system wiJJ
be debited for phone time purchases.
•
c. Pre-paid Call: A pre-paid call shall consist of the called party (offender's family/friends)
establishing a pre-paid account with the contractor to receive telephone calls from an
offender.
tf
Securus has read, agrees, and complies.
The Securus OTS will provide the called party with the ability to establish a prepaid account with
Securus to receive prepaid collect telephone calls from an offender. Securus offers
AdvanceConnect™ as the prepaid collect call account option for friends and family members.
The offender's family/friends are able to establish prepaid collect call accounts with Securus
through our internal division, Securus Correctional Billing Services (SCBS) to receive telephone
calls from an offender. SCBS will provide support for called party account setup, billing, and
customer service requests.
SCBS provides dedicated customer service to the called parties 24x7x365. For the convenience of
the customer, SCBS also provides personal account setup and access through our Website or by
emailing them directly. The foHowing figure presents the convenient SCBS Website .
•
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
49
Securus Correctional Billing Services Login Screen
~ SECU8!Jo;?~1Es
~------w
Welcome!
to Securus Technologies
Click here to learn more about us
•
Missouri Department of Correcti~ns
Friends and Family Support
Products & Services
FAQs
faolitY Websites
Oc you w;ent to t"e:uive t.nU$ frcm .••
whv .fllre my .catls hloo:ked'
Texes t>ep-artment of Crimin.al
Hew can J bloek my i;hone from
receiviti-g 1nni-~~!'!: C311s?
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Securus offers AdvanceConnect™ as a prepaid collect call account option.
AdvanceConnect™
Our prepaid AdvanceConnect™ account puts the end user in control of their spending and ensures
they can receive calls from correctional facilities.
•
50
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
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SECUl;IUS"
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This account offers the end-user the following benefits:
•
Their phone line is open so long as funds are kept in the account
•
They can add multiple phone numbers to their account to ensure they receive all their
calls (such as work, cell, other relatives, neighbors, and friends)
•
Calls will connect to cell phones, subject to facility restrictions.
•
Low minimum funding amount
•
End-users have 24x7x365 access to their account by calling SCBS or going to our
Website
The end-user may receive an automated call from SCBS, letting them know when they need to place
additional money into their account to ensure they can receive calls from the offender.
2.2.2
•
If
The features and requirements outlined herein shall be applicable to all calls placed through the
offender telephone system, including local calls, calls within the Local Access Transport Area
{intraLATA}, calls outside the Local Access Transport Area {interLATA}, interstate calls, and
international calls. The state agency will determine whether or not international calling will be
allowed .
Securus has read and understands.
The SCP OTS provides the features and supports the requirements outlined in this RFP and are
applicable to all calls placed through the OTS, including local, intraLATA, interLATA, interstate calls,
and international calls (as determined by the state agency). Securus will follow the decision by the
state agency as to whether or not international calling will be allowed.
2.2.3
'1
The offender telephone system shall allow one-way, out-going service only, preventing any
offender telephone from receiving incoming calls.
Securus has read, agrees, and complies.
To assure the Securus system provides maximum security, the trunks in the SCP data center are
provisioned to allow one-way, out-going service only, ensuring that incoming calls will never reach
the offender.
2.2.4
fl
•
The offender telephone system must have the ability to process collect calls utilizing an
automated attendant.
Securus has read, agrees, and complies.
The SCP OTS processes all calls using a full-featured automated attendant function. Offenders will
never have access to a live attendant.
~
o-
SECURUS~-:........
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. Alt rights reserved.
51
The SCP OTS includes an interactive voice response (IVR) system that uses automated operator
service (AOS). This automated operator assistance uses clear and concise, professionally recorded
voice prompts to establish call acceptance and assist offenders and called parties throughout the
calling process
2.2.5
The offender telephone system must prohibit access to the following:
a. Direct-dialed calls ofany type;
b. Access to "O";
c. Access to "411" information service;
d. Access to "611" customer service;
e. Access to toll ,free (i.e. 800, 855, 866, 877, 888) type calls,
f. Access to 900 and 911 type services; and
g. Access to multiple long distance carriers via 950, toll free (i.e. 800, 855, 866, 877, 888) and
10 10-XXX numbers.
If
Securus has read, agrees, and complies.
During installation, a global call blocking table is established, which immediately prevents offenders
from making calls to specific numbers. Typically, the database includes numbers to judges,
correctional employees, law enforcement officials, jury members, attorneys and witnesses. Because
a global call blocking table may contain thousands of entries, Securus' SCP offers unlimited blocking
potential.
•.
All dial-around area codes and exchanges, such as 800, 900, and 976, are blocked by default. In
addition, access to live operator services, such as 0, 411, and 911, are blocked by default. Securus
will configure the global call blocking table to prohibit access to the following:
•
Direct-dialed calls of any type
•
Access to "O"
•
Access to "411" information service
•
Access to "611" customer service
•
Access to toll free (such as 800, 855, 866, 877, and 888) type calls
•
Access to 900 and 911 type services
•
Access to multiple long distance carriers via 950, toll free (such as 800, 855, 866, 877,
and 888) and 10 10-XXX numbers
To provide maximum convenience to facility personnel, authorized facility personnel can
administer blocked numbers using our single-point access S-Gate user interface, or by calling
Securus' Technical Support directly. All blocked numbers have an associated "Note" field stored in
the blocked number database to record specific information for future reference.
52
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECIJRUs·
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•
2.2.6
t/
The offender telephone system must allow the state agency the ability to block an offender from
calling individual telephone numbers or grouping of telephone numbers (i.e. state agency
telephone numbers).
Securus has read, agrees, and complies.
During installation and throughout the life of the contract, Securus will allow the state agency to
block an offender from calling individual telephone numbers or grouping of telephone numbers
(such as state agency or state telephone numbers). During installation Securus will work with the
state agency to import the existing block table into the Securus provided OTS.
2.2. 7
'flf
•
The offender telephone system must provide a pre-recorded announcement identifying that the
call is corning from a specific offender at a Missouri Correctional Institution before call
acceptance. This recording must be heard by the answering party. The pre-recorded
announcement shall include a statement that indicates that the call may be recorded.
Securus has read, agrees, and complies.
The SCP OTS will provide a pre-recorded announcement identifying that the call is from a specific
offender at a specific Missouri Correctional Institution before call acceptance. The pre-recorded
announcement will be heard by the answering party, and it will include a statement that clearly
indicates that the call may be recorded.
How it Works
The SCP OTS announcements feature is configurable and provides options to play various messages
to offenders and called parties during specific segments of a call, including during call set up that
the call is subject to monitoring and recording. This convenient feature can include, but is not
limited to, adding announcements during call setup, call acceptance, when an event occurs, or when
interaction from the offender or called party is required.
The SCP OTS requires positive "called party" acceptance, for two-way conversation to take place.
When the called party answers the telephone, SCP's advanced answer detection capability triggers
the start of the call acceptance voice prompt. The called party is instructed to dial a single digit on
his or her own telephone from the voice response menu. Typically, the SCP is configured to provide
multiple choices to the called party, including the following:
•
Allowing the called party to request a rate quote
•
Hearing the name of the facility and offender calling
•
Rejecting the call
•
Accepting the call
Additional menu options are available, as calls are being processed to friends and family members,
such as the following:
•
•
Providing called party instructions on adding money to an offender commissary fund
-~ SECL!~Us·
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
53
•
Reviewing specific facility rules and regulations
•
Custom messages can be played to friends and family members that address specific
needs the state agency may require to help reduce facility personnel work1oads
Offender Calling Process
First time call for an offender comprises the following steps:
•
First time callers (offenders) with a valid PIN will be asked to state name
•
The offender name will be stored in the SCP along with corresponding PIN
•
Future calls will use the pre-recorded name after PIN is validated
The following table provides the friends and family process when receiving a call, and the
associated announcements the called party will hear.
Friends and Family Receiving Call Process
I
Collect Call
.
Debit Call
"Hello. This is a collect call from (Pre-recorded
Offender Name). An offender at a Missouri
Correctional Institution*. This call is subject to
monitoring and recording."
"Hello. This is a debit call from [Pre-recorded
Offender Name]. An offender at a Missouri
Correctional Institution*.This call is subject
to monitoring and recording."
"To accept this collect call press 1. You may start
your conversation now."
"To accept this debit call press 1. You may start
your conversation now."
"To refuse this collect call, press 2."
"To refuse this debit call, press 2."
"To prevent calls from this facility, press 6."
"To prevent calls from this facility, press 6."
•
"Fora rate quote press 7."
*Announcement can be customized to a specific correctional facility where the offender is located
During the call, random announcements (Voice Overlay) are played to both parties as designated by
the state agency. Securus' SCP allows voice overlay messages to be played throughout the call as an
additional fraud protection feature. The established message may be programmed to play at oneminute increments, or a random setting. An example of a voice overlay message is "This call is from
a correctional facility."
With time limits on the length of calls, a pre-recorded announcement with be played with one
minute remaining in the can to warn both the offender and the called party of the upcoming end of
the call.
2.2.8
54
The offender telephone system must receive call acceptance by the called party through caller
confirmation (positive acceptance) before the called party may speak to the offender.
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECURUs·
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•
fl
Securus has read, agrees, and complies.
The SCP OTS will only receive call acceptance from the called party through positive acceptance
before the called party may speak to the offender.
The SCP OTS requires positive "called party" acceptance, for two-way conversation to take place.
When the called party answers the telephone, SCP's advanced answer detection capability triggers
the start of the call acceptance voice prompt. The called party is instructed to dial a single digit on
his or her own telephone from the voice response menu. Typically, the SCP is configured to provide
multiple choices to the called party, including the following:
2.2.9
•
fl
•
Allowing the called party to request a rate quote
•
Hearing the name of the facility and offender calling
•
Rejecting the call
•
Accepting the call
The offender telephone system must provide the called party the ability to block current and
future calls from Missouri correctional institutions.
Securus has read, agrees, and complies.
The SCP OTS provides the called party the ability to block current and future calls from Missouri
Correctional Institutions.
Our patented Perma Block process also allows the called party to block his or her number in real
time, prior to accepting the call to prevent future harassing calls by any offender in the facility. The
Perma Block feature reduces facility labor demands and reduces called party complaints by
automatically handling call-blocking requests at the point of contact, at the time of contact.
The following table provides the friends and family process when receiving a call, and the
associated announcements the called party will hear. The steps for refusing and blocking future
calls are highlighte.d .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
55
Friends and Family Receiving Call Process
I
·
Collect Call
Debit Call
"Hello. This is a collect call from (Offender Name).
An offender at a Missouri Correctional
Institution. This call is subject to monitoring and
recording."
"Hello. This is a debit call from [Offender
Name}. An offender at the Missouri
Correctional Institution. This call is subject
to monitoring and recording."
"To accept this collect call press 1. You may start
your conversation now."
"To accept this debit call press 1. You may start
your conversation now."
0
"i'!~ reftise tHiSfQl[e'tt'Sll/press'z."
"1:__i[ftfiisith'i?deb#~ll,fpress 2."
4
"(!'s[pr_event'Fa11;'f[!J!!!Jh'i?f~ilityfpff!_s!/~"
"For a rate quote press 7."
If later a friend or family member, who maintains an account with Securus, decides he or she would
like to unblock their number, they would simply call Securus customer service with account
information to validate identity (24x7x365).
2.2. I 0
fl
•
In all circumstances, the offender telephone system shall limit the offender to a single call
request. The offender telephone system must always require the offender to disconnect a call
before initiating another call.
Securus has read, agrees, and complies.
The SCP OTS limits the offender to a single call request and requires the offender to disconnect a
call before initiating another call.
The SCP does not allow an offender to obtain a second dial tone without termination of the first call.
Follow-on or "chain" dialing is prevented by the proposed SCP system.
2.2. I I
vf
If a call is not accepted by the called party, or if no one answers the call, the offender telephone
system must inform the offender of the situation and not simply disconnect the call.
Securus has read, agrees, and complies.
The SCP OTS will inform the offender of the situation if a call is not accepted by the called party, or
if no one answers the call-we will not simply disconnect the call.
•
S6
Missouri OOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[;::J SECl)8US-
A pre-recorded announcement will be played for the offender to explain the reason why the call
was not connected to the called party. The following recorded prompts comprise a list of available
announcements that will be used for informing the offender of the situation:
•
•
"The person you called hung up. Goodbye."
•
•
"The number you called is busy. Please try again later. Goodbye."
•
•
"Your call was not accepted. Goodbye."
•
"Your PIN is inactive. Please hang-up and try your call again at a later time.''
•
•
"No calls are allowed at this time. Goodbye."
"The number you dialed was not answered. Goodbye."
"No third party calls are allowed. This call is being terminated.''
"Your call was answered but positive acceptance was not received from the called party
possibly indicating an answering machine. Goodbye."
•
"The number you dialed is not on your approved calling list. Goodbye."
•
"This call is being terminated by the facility. Goodbye."
•
•
"The prepaid account balance is lower than needed to place this call."
"You do not have sufficient funds to continue this call. Please hang-up and try your call
again at a later time."
•
"That is not a valid mailbox ID. Thank you for using {product name}."
[example: the Crime Tip System]
•
"The number you dialed is blocked from receiving collect calls at this time. Goodbye .
•
•
"That PIN number is in use. Please hang-up and try your call again at a later time."
•
"Your account has been suspended. Goodbye."
•
•
"That number is restricted. Goodbye."
•
"Your call cannot be completed this time. Please try it again later."
•
"Your PIN is not authorized for use at this facility."
•
"That is not a valid PIN number. Your account information cannot be verified at this
time. Please hang-up and try your call again at a later time."
•
"You have reached your maximum number of calls allowed."
"The number you dialed is blocked from receiving calls at this time."
"You have entered an invalid telephone number."
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
57
2.2.12
The offender telephone system must mute the offender's call until the call has been accepted by
the called party.
W Securus has read, agrees, and complies.
The SCP system ensures the line of two-way communication is fully muted until the system detects
positive acceptance by the called party pressing the "1" key to accept the call. Until positive
acceptance is detected a talk path is never created until the called party accepts the call. This
applies to collect, debit, and prepaid calls.
.
"
.REVISED PER AMENDMENT #001.AND #003.
2.2.13
fl
The contractor must subscribe to the Local Exchange Carrier Line Information Data Base
screening database. When processing a collect call, the contractor must first query the Billed
Number Screening (BNS) database to determine whether the called telephone number is in the
database or not. If the telephone number has a negative response on the BNS database, the
contractor must not process the call. If the telephone number has a positive response on the DNS
database, the contractor must process the call.
Securus has read, agrees, and complies.
Securus employs the most sophisticated, intelligent validation network in the industry and
subscribes to the Li.ne Information Database (LIDB).
The Securus validation process first checks internal OTS block databases before processing a call to
determine if the number is restricted for a variety of reasons; for example, telephone numbers of
crime victims, state agency employees, corrections officers, 800 and 900 numbers etc. Other
internal OTS block databases include, but are not limited to PIN validation, high toll blocks, or
attorney numbers (do not record numbers).
••
After the internal OTS databases are screened and prior to processing a collect call to an allowed
number, Securus queries the Line Information Database (LIDB) and validates the BNS code. If the
telephone number is not BNS restricted in LIDB, Securus will process the call. Collect calls are not
allowed to BNS restricted phone numbers.
2.3
Debit Call Requirements:
2.3.1
g
The offender telephone system must be capable of performing a daily upload of the offender
debit purchases made through the state agency's canteen system and the offender kiosk
application via data files that are processed on a daily basis and the appropriate funds
immediately deposited to the individual offender's debit account and immediately available for
calling use.
Securus has read, agrees, and complies.
The SCP OTS has the capability to upload a daily file of the offender debit purchases and deposits
made through the state agency's canteen system, and the offender kiosk application via data files
58
Missouri OOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
r.1-.,.
~
SECURUs·
·.;..:..:;;~-
•
that are processed on a daily basis. The appropriate funds will be deposited immediately to the
individual offender's debit account and immediately available for calling use.
Securus has met with Huber & Associates to define the technical interface requirements and to
identify timing, configurations, protocols and other parameters applicable with the file transfer for
this requirement. Huber & Associates provided the file speclfications document that defines the
detailed file structures used in transfers. As a result, we will be capable of providing required files
on a timely basis. Securus is aware of the critical nature of the timing involved in this data flow, and
the importance for funds to be available immediately for calling use.
By partnering with Huber & Associates, our offender telephone system will be capable of handling a
daily upload of the offender debit purchases made through the state agency's canteen system and
the offender kiosk application. This will be handled via data files that are processed on a daily basis.
The appropriate funds will be immediately deposited to the individual offender's debit account and
immediately available for use.
The following figure depicts the Securus and Huber & Associates integrations that wiJI enable the
required file transfers.
Securus and Huber & Associates Integration
•
Proprietary and Confidential
Appliadion Pre! cess m
•
~
-
SECURUS'
~--·
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. Alt rights reserved.
59
2.3.2
ti
The contractor must not charge any per call set-up charges for debit calls.
Securus has read, agrees, and complies.
Securus will not charge any per call set-up charges for debit calls.
2.3.3
tf
The contractor must send an email confirmation to a distribution list of designated state agency
contacts when the daily offender debit canteen purchase/deposits file has been processed and the
appropriate funds have successfully been applied to the offenders' debit accounts.
Securus has read, agrees, and complies.
The SCP OTS will automatically send an e-mail confirmation to a distribution list of designated state
agency contacts when the daily offender debit canteen purchase/deposits files have been processed
and the appropriate funds have been successfully applied to the offenders debit account The e-mail
will include an attached file confirming their purchases and their postings. Email notification will
also be sent of any unsuccessful transmission attempts in the event of an unsuccessful transfer of
data.
!iEYISED~P~R!~lVIEN.UMENT1#00}
2.3.4
The offender telephone system must allow a manual input of funds from a state agency's
workstation or institutional canteen to an offender's account in the event that a refund or other
credit adjustment is necessary and warranted.
8
•
I
Securus has read, agrees, and complies.
The SCP OTS will provide the ability for authorized personnel with approved credentials to The SCP
OTS will provide the ability for authorized personnel with approved credentials to manually input
funds to an offender's account through the state agency's workstations or institutional canteen and
affect transactions, such as a credit adjustment or refund.
When a refund or credit adjustment is necessary and warranted, Securus will provide the necessary
information to Huber &Associates. Huber & Associates currently works with the state agency and
the current OTS vendor to determine the nature of the problem, verify what transactions were
actually processed, and notify all parties of the problem and offer a recommendation. Securus
intends to utilize the same process. Once the state agency determines what adjustment needs to
occur, Huber & Associates will communicate the solution back to Securus and assist the state
agency in making any adjustments needed to the offender's account. Huber & Associates will notify
Securus of all refunds or adjustments of phone time that are made to an offender's account in order
for Securus to accurately reflect the required changes in the offender account within the OTS.
In the event that a refund or other credit adjustment is necessary and warranted, our offender
telephone system will allow a manual input of funds frdm a state agency's work station or
institutional canteen to an offender account. Furthermore, Securus and our partner Huber &
•
I
I
60
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Secums Technologies, Inc. All rights reserved.
ED SECUfl.l:JS'
---
Associates will work with MO DOC personnel to deter~ine the nature of any required refund or
credit, advise MO DOC personnel on the best solution, and ensure that all accounts are adjusted
correctly.
REVISED PER AMENDMENT #001
2.3.5
The offender telephone system must generate a current account reconciliation report in an
electronic format for each offender in a mutually agreeable format on a daily basis to inform the
offender of the number ofdebit minutes available to use. The offender telephone system must
allow an offender to view the report on an offender kiosk and state agency staff to print and/or
view the report. At a minimum the account reconciliation report must include the following:
'ADDED PER AMENDMENT #001
a. Date ofcall;
b. Type oftransaction (i.e. - debit call or purchase);
c. Number ofdebit minutes purchased;
d. Phone number called;
•
e. Time call was placed;
f
Duration of call;
g. Total cost of call; and
h Balance of minutes.
fl
Securus has read, agrees, and complies.
The Securus SCP OTS, in concert with Huber & Associates, will generate a current account
reconciliation report in an electronic format for each offender in a mutually agreeable format on a
daily basis to inform the offender of the number of debit minutes available to use. The Securus OTS
will provide Huber &Associates wjth the necessary data to allow an offender to view the report on
an offender kiosk and state agency staff to print and/or view the report. At a minimum the account
reconciliation report will include the following:
•
DateofcaH
•
Type of transaction (such as debit call or purchase)
•
Number of debit minutes purchased
•
Phone number called
•
Time call was placed
•
Duration of caH
•
Total cost of call
•
Balance of minutes
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. Al! rights reserved.
61
'i
2.3.6
rJ
The offender telephone system must automatically transfer an offender's debit account and
associated available funds, when the offender is transferred from one facility to another.
Securus has read, agrees, and complies.
The SCP OTS centralized solution stores all offender data in a central database for all facilities.
Transferring offender debit accounts from one facility to another will be accomplished with a daily
file provided by Huber & Associates.
Securus has met with Huber & Associates and have agreed that a daily file containing a record of
each offender's location and ID number will be provided by Huber & Associates allowing Securus to
automatically transfer an offender's debit account and associated records, including available funds,
when the offender changes facilities
When the offender is transferred from one facility to another, our offender telephone system will
automatically transfer an offender's debit account and associated funds.
Our partner, Huber & Associates, will provide Securus a daily file containing a record of each
offender's location and PIN number, allowing Securus to automatically transfer an offender's debit
account and associated funds when an offender changes facilities. When transferred, the offender's
PIN number will only be valid from the facility in which the offender is located.
2.3. 7
The contractor must provide an electronic file approved by the state agency in a mutually
agreeable format on a daily basis that contains the following information per offender, per call:
•
'ADDED SUBPARAGRAPH PER AMENDMENT #001
a. Date of call;
b. Type of call (i.e. ~ debit, collect, prepaid);
c. Phone number called;
d. Time call was placed;
e. Duration of call; and
f. Total cost of call.
g. Location ofplwne the call originated.
r/
Securus has read, agrees, and complies.
Securus will provide an electronic file approved by the state agency in a mutually agreeable format
on a daily basis that: contains the following information per offender, per call:
62
•
Date of call
•
Type of call (such as debit, collect, and prepaid)
•
Phone number called
•
Time call was placed
•
Duration of call
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Secun.1s Technologies, Inc. All rights reserved.
•
~SECl)~us·
--~
•
Total cost of call (priced from Exhibit A.1)
•
Location of phone the call originated
Securus has met with Huber & Associates to identify the technical requirements that must be in
place to meet this specification. Huber & Associates will provide an electronic file daily to Securus
that contains offender cost and call data. This file will contain the information listed above on a per
offender and a per call basis.
Securus will provide the electronic file described above. Furthermore, by partnering with Huber &
Associates, Securus will make this information available via the offender kiosk system as it is today.
2.3.8
The contractor must provide an electronic file approved by the state agency in a mutually
agreeable format on a daily basis that contains daily debit purchases by offender that shall
include:
·
a. Date of purchase;
b. Number of minutes purchased;
•
c. Total amount of purchase; and
d. Offender identification number .
fl
Securus has read, agrees, and complies.
A file containing daily debit purchases by an offender will be provided to Securus by Huber &
Associates. This daily electronic file will be provided to the state agency in the state agency's
approved file format and will contain, at a minimum, the information listed above.
Securus has met with Huber & Associates to identify the technical requirements that must be in
place to meet thJs specJfication.
Securus will provide the electronic file described above. Furthermore, by partnering with Huber &
Associates, Securus will make this information available via the offender kiosk system as it is today.
DELETED PER AMENDMENT #001
2.3.9
Deleted
2 .3 .10
The offender telephone system should be capable of providing the offender their current account
balance via any offender telephone within the facility to which they are currently assigned and
located.
SUBPARAGRAPHS ADDED PER AMENDMENT #001
a. Total dollar amount remaining; and
•
b. Total minutes remaining.
~
SECURLJS.
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
63
fl
Securus has read, agrees, and complies.
Securus is capable of providing the offender with their current balance from any telephone within
the facility the offender is currently located. When an offender selects to place a debit call the
system will provide the offender with their balance. The system looks up and plays this current
balance, in real time, to the offender after they enter their PIN, but before they enter the dialed
phone number. After the offender hears their real time account balance, they can choose to
continue the call. After they enter the phone number they wish to call, the system will provide them
the charges for the call based on the current rates and the phone number they are calling.
2.4
Pre-Paid Call Requirements:
2.4.1
If
The offender telephone system must include an integrated application that allows a called party
the ability to establish a pre-paid account with the contractor to receive telephone calls from an
offender.
Securus has mad, agrees, and complies.
The Securus OTS will provide the called party with the ability to establish a pre-paid account with
Securus to receive pre-paid collect telephone calls from an offender.
The offender's family /friends are able to establish prepaid collect call accounts with Securus
through our internal division, Securus Correctional Billing Services (SCBS) to receive telephone
calls from an offender. SCBS will provide support for called party account setup, billing, and
customer service requests.
•
SCBS provides dedicated customer service to the called parties 24x7x365. For the convenience of
the customer, SCBS also provides personal account setup and access through our Website or by
emailing them directly. The following figure presents the SCBS convenient Website.
•
64
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t;:) SECURus·
---
Securus Correctional Billing Services Login Screen
Welcome!
to Securus Technologies
Click here to learn more about us
•
Missouri Department of Corrections
Friends and Family Support
FAQs
Products & Services
Facility Websites
Why a:l'e my <:al!$ bhx.:ktd'
Ad11zir.ceConr:ect- Account
O:e you wen~ to rece1Ye: cefls Fr¢mH~
fi!.);&f. D4!p.artme:ttt of Crimin.as
lHJU<e? Cll<'k here
Hew t:an l bloc\: my phone from
receiv1ng inmate c.anQ
Hew do 1 coer. a new phone '°"-C:l;J.;M,l~
sc l ~n re1;-e1ve: wUsJo
Sea.1re 1nstent J-lail
Securus offers AdvanceConnect™ as a prepaid collect call account option.
AdvanceConnect™
Our prepaid AdvanceConnect™ Account puts the end-user in control of their spending and ensures
they can receive calls from correctional facilities.
This account offers the end-user the following benefits:
•
~
•
Their phone line is open so long as funds are kept in the account
•
They can add multiple phone numbers to their account to ensure they receive all their
calls (such as work, cell, other relatives, neighbors, and friends)
•
Calls will connect to cell phones, subject to facility restrictions
•
Low minimum funding amount
•
End-users have 24x7x365 access to their account by calling SCBS or going to our
Website
SECURUS.
:_.;:;,;.,;:._.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
65
The end-user may receive an automated call from SCBS, letting them know when they need to place
additional money into their account to ensure they can receive calls from the offender.
2.4.2
fl
The contractor must not charge any per call set-up charges for pre-paid calls.
Securus has read, agrees, and complies.
Securus will not charge any per call set-up charges (per call surcharge) for pre-paid calls.
REVISED PER AMENDMENT #001
The offender telephone system must allow a called party to receive and accept a one-time two
(2) minute call from an offender following the normal call validation and screening processes
(i.e. a new customer that has not established a per-paid account). Once the call has been
completed, the contractor must contact the called party to establish a pre-paid account.
2.4.3
If
securus has mad, agrees, and complies.
The SCP OTS will be configured to allow a called party to receive and accept a one-time, two-minute
call from an offender following the normal call validation and screening processes. After the one
time, two minute call, Securuswill contact the called party to establish a prepaid account. The
contact will be made with an explanation that the called party will not be able to receive another
call u11less a prepaid account has been set up. Instructions on how to set up a prepaid account will
be given to the called party.
•
As an option, Securus is pleased to offer a new optional service called the Instant Pay™ Program.
This service is now being used by the majority ofSecurus customers specifically for friends and
family members that are eligible to establish pre-paid accounts. The Instant Pay™ Program could be
implemented on a trial basis at any time during the contract period along with mutual agreement of
the per transaction set-up fees for these pre-paid accounts.
The Instant Pay™ is available to friends and family members who wish to set up prepaid accounts.
Instant Pay™ Program
When an offender attempts to make a call to a called party that does not have a prepaid or post-paid
payment product already established with Securus, the call could route through our Instant Pay™
Program. Called parties will be given an option to receive and pay for a single call immediately
using one of our Instant Pay™ Program options rather than be blocked.
The Instant Pay™ Program optimizes the routing of all calls from offenders in a matter of
milliseconds, and provides the called party with promotional messaging and one of the following
Instant Pay"" options:
•
66
Pay Now™ - Provides the called party with a 20-second promotional call every 15 to
30 days at no charge and then offers the option to Pay Now™ using a credit or debit
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECURus·
::..:.,;,,.:.,:__
•
card. The called party also has the option to be transferred to our SCBS to open a
prepaid AdvanceConnect"" account
•
Text2Connect™ - Connects a promotional call made to a mobile phone through the
acceptance of a premium SMS text message. Charges for the text message are bmed by
the called party's mobile provider on their mobile phone bill. The called party receives
a text message receipt for the SMS text message and is given the option to learn how to
open a prepaid AdvanceConnect™ account. Text2Connect™ is available through our
third-party processor who maintains relationships with select mobile phone
companies around the country (such as AT&T, Verizon and Sprint) and manages the
connection.
The optional Instant Pay™ Program with Pay Now™ and Text2Connect1"' differentiates Securus from
our competitors by providing solutions that helps connect the critical first call, which creates more
prepaid accounts, and keeps friends and family members notified when AdvanceConnect account
balances have been depleted.
-REVISED PER -AMENDMENT #001 AND #003
•
2.4A
The offender telephone system must, upon request by the state agency or the pre-paid account
holder, generate and provide a monthly account statement in either a hardcopy or electronic
format to each called party regarding their pre-paid account that includes the following
information
a. Beginning period's account balance;
b. Each accepted call (including: date, time, duration and its applicable charge);
c. Each purchase and or credit transaction (date and amount);
d. Applicable local, city, state and federal taxes assessed;
e. Ending account balance; and
f. Toll-free number to contact the contactor's customer service center with questions or
inquiries.
rlif
Securus has read, agrees, and complies.
See;urus will provide, upon request by the state agency or prepaid account holder, a monthly
account statement in either a hardcopy or electronic format for prepaid accounts that includes the
following information:
•
~
•
Beginning period's account balance
•
Each accepted call (including date, time, duration and its applicable charge)
•
Each purchase and or credit transaction (date and amount)
•
Applicable local, city, state and federal taxes assessed
•
Ending account balance
SECUJIUS.
.;.;;.;...:...--
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
67
•
Toll-free number to contact the contactor's customer service center with questions or
inquiries
REVJSED:-PER'AMENDMENTl#OO
2.4.5
fl
>
,.. ~
•
'
-
•
••
•
~~
~
• • ·1
•t_
...
v
:~
~
•
•
L
'
•
J
0
•
The offender telephone system must inform the called party of their current pre-paid account
balance prior to acceptance of each call. The pre-paid account balance should be rounded to the
next minute
Securus has read, agrees, and complies.
The proposed Securus OTS provides current prepaid account balances to customers prior to
acceptance of calls, The prepaid account balance will be rounded to the next minute.
Prepaid customers are proactively notified by Securus when account balances are nearing
depletion, with enough time to place additional funds into their prepaid account. Even after prepaid
funds are depleted, Securus will proactively notify the customer of the need to add funds to their
account.
Prepaid account balances are also available at all times via numerous self-service options. Prepaid
custorners can always call Securus customer service representatives to obtain balance amounts and
access their customer account balances online.
.I
I
2.5
PIN Requirements:
2.5. l
fl
The offender telephone system must include a personal identification number (PIN) application.
Securus has read, agrees, and complies.
The SCP OTS will be configured to include a PIN application for offender calling..
Securus has completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement. Securus and Huber & Associates
have signed a formal Statement of Work between the two companies ensuring our mutual ability to
comply with this requirement.
Securus will receive the offender PIN from Huber & Associates as well as generate the PIN from the
Secun1s OTS when required. The PIN will be generated from the offender management system,
canteen point-of-sale system, and phone system as it does today. A PIN system for the purpose of
providing PIN numbers for kiosk access and phone access will be made available by Huber &
Associates. The PIN administrator will be able to generate and activate a PIN on an exception or
emergency basis during normal business hours, Monday through Friday between the hours of 8:00
a.m. aod 5:00 p.m.
By partnering with Huber & Associates, Securus will provide a PIN application with the purposes of
providing PIN numbers for kiosks and phone access. This system includes interfaces to accept PINs
generctted, modified, or disabled by the offender management system, point of sale canteen system,
68
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© ZOll Securus Technologies, Inc. All rights reserved.
~ SECU~~~_,__ __
•
and the kiosk system. In addition to providing a PIN application, Securus will provide a PIN
administrator who can generate, modify, or disable the PINs in an exception or emergency basis
during normal business hours.
2.5.2
fl
The offender's PIN must have authentication to identify the offender and his/her authority to
make the call.
Securus has read, agrees, and complies.
The offender's PIN will have authentication to identify the offender and his or her authority to make
the call. This will be accomplished by matching the PIN with the offender's pre-recorded name
during each call. The PIN number will be authenticated prior to each call by the SCP OTS validation
system.
-
.
.
REVISED_ PER AMENDMENT #001
2.5.3
•
If
The offender telephone system must store the offender's PIN in a database. The offender's PIN
database shall consist of the offender's Department of Corrections (DOC) number, a four-digit
PIN number, and the offender's current facility location as assigned by the agency .
Securus has read, agrees, and complies.
An interface file containing a record for each offender, including offender ID (DOC number), PIN
number, and facility location will be provided daily to Securus by Huber & Associates and will be
stored in the SCP PIN database. The offender's PIN database will consist of the offender's
Department of Corrections (DOC) number, a four-digit PIN number, and the offender's current
facility location as assigned by the agency.
The SCP stores all PINs in a centralized database. If existing PINs exist in the state agency's required
format they will be loaded in to the SCP database via our E-Imports application.
The offender telephone system will store the offender's PIN in a database. This database will consist
of the offender's Department of Corrections (DOC) number, four digit PIN number, and the
offender's current facility location as assigned by the agency.
By partnering with Huber & Associates, we will ensure that this database is accurately maintained.
2.5.4
.f
•
The contractor shall provide an offender PIN administrator and maintain a current database of
offender PIN numbers. The PIN administrator shall be available to agency staff during normal
working hours, Monday through Friday 8:00 AM through 5:00 PM CT, excluding recognized
state holidays .
Securus has read, agrees, and complies.
Securus will provide an offender PIN administrator through Huber & Associates, and we will
maintain a current database of offender PIN numbers. The PIN administrator be located in an office
~ SECl,JRus·
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
69
selected by the state agency and will be available to agency staff during normal working hours,
Monday through Friday 8:00 a.m. through 5:00 p.m. CT, excluding recognized state holidays.
By partnering with Huber & Associates (who provides PIN administration for the current contract),
we will provide an experienced PIN administrator and maintain a current database of offender PIN
numbers. In addition, we will provide a backup administrator. The PIN administrator will be
available during the specified times.
2.5.5
fl
The contractor must be capable of immediately changing or suspending an offender's PIN when
requested by the state agency's personnel, or as requested by the offender via the offender kiosk.
Securus has rt~ad, agrees, and complies.
Securus will provide the ability to immediately change or suspend an offender's PIN when
requested by the state agency's personnel, or as requested by the offender via the offender kiosk.
We have completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and have signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
The SCP OTS allows for immediate change or suspension of an offender's PIN when requested by
the state agency's personnel, or as requested by the offender via the offender kiosk.
Securus will provide the following capabilities to the state agency to immediately suspend a PIN
number:
2.5.6
tf
•
An interface to change or suspend a PIN number, and this software will be available to
state agency personnel.
•
By partnering with Huber & Associates, we allow the offender to suspend his or her PIN
via the offender kiosk and the canteen point-of-sale (POS) system.
•
By partnering with Huber & Associates, we offer a PIN administrator to handle PIN
change~; at the request of state agency personnel.
•
By partnering with Huber & Associates, hourly we receive PIN changes made by DOC
personnel via their offender management system.
The offender telephone system must utilize a transferable offender PIN. Example: The offender
may be moved from institution to institution. The offender's information shall automatically
follow. This information shall include previous calling activity. No administration by the state
agency's staff shall be necessary.
Securus has read, agrees, and complies.
The Securus SCP OTS will be configured with the capability to use a transferable offender PIN. The
system will support moving an offender from institution to institution, and allowing the offender
70
•
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securns Techl'lologies, lnc. All rights reserved.
~
SECUfJlJS~--
•
information to be automatically available at the new facility. The information will include previous
calling activity, and no administration by the state agency's staff will be required.
Securus has completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and has signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
Huber & Associates will provide a file containing a record of each offender's location and PIN
number daily. This file can be used to determine if an offender has been released, admitted, or
moved from one institution to another institution.
2.5. 7
The offender telephone system shall limit the ability for an offender's PIN to be used at any
facility other than the one that the offender currently resides.
-.f Securus has read, agrees, and complies.
The Securus SCP OTS will limit the ability for the offender's PIN to be used at any facility other than
the one where the offender resides.
•
A file containing a record of each offender's location and PIN number will be provided daily by
Huber & Associates to Securus. This file can be used to determine if an offender has been admitted,
released, or transferred from a state agency facility.
The daily file will show if an offender has moved from one institution to another institution. When
received, the OTS is immediately updated with the new location of the offender and immediately
restricts calling from all other institutions so that the offenders PIN can only be used from the
institution where the offender resides.
.
. - - -co-- .
.
REVISED PER AMENDMENT #001
2.5.8
wf
The offender telephone system must include an integrated solution that interfaces with the state
agency's point of sale system and kiosk system. The offender telephone system's integrated
solution must allow an offender to acquire an offender PIN from the institutional canteen system
and allow access to the PIN number into the Department of Correction's offender management
system (OPII/MOCJS) and the offender telephone system.
Securus has read, agrees, and complies.
The Securus SCP will include an integrated solution, in concert with Huber & Associates that will
interface with the state agency's point of sale and kiosk system. The Securus SCP OTS integrated
solution will allow an offender to acquire an offender PIN from the institutional canteen system,
and allow access to the PIN number into the Department of Correction's offender management
system (OPII/MOCIS) and the SCP OTS.
•
Securus has completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and has signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
71
Securus will create and provide an interface for the Securus SCP OTS that will communicate with
the kiosk software and point of sale software. The interface will allow an offender to suspend his
PIN number or be issued a new PIN number that will be provided by Huber & Associates. The
OPIJ/MOCIS systems use the Huber & Associates-provided PIN number file to provide PIN numbers
from their own state agency software.
Newly assigned PIN numbers will be uploaded every hour, starting at 8:00 a.m., until the nightly
offender file is uploaded. The interface file that Huber & Associates provides will contain all newly
assigned PINS, whether they were obtained through the OPII/MOCIS software, the kiosk, the
canteen point-of-sale system, or the Huber & Associates-provided PIN administrator.
·REVISED PER AMENDMENT #001
2.5.9
fl
All offender PIN additions/changes must be made available to the Department of Correction's
offender management system (OPIIIMOCIS) and the offender telephone system on an hourly
basis. The contractor shall be responsible for the creation, testing, and implementation of any
and all needed interfaces to achieve this requirement and at no cost to the state agency.
Securus has rt~ad, agrees, and complies.
All offender PIN additions/changes will be available to the state agency's offender management
system (OPII/MOC!S) and the SCP OTS on an hourly basis. Using Huber & Associates customwritten software that allows the entry, change, storage, and acquisition of offender PIN numbers,
Huber & Associates will supply Securus with an hourly file of any offenders' current PIN numbers
that have changed since the last transmission.
•
Securus has completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and has signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
Through our partnership with Huber & Associates, we will provide access to proven software that
is successfully running today. The kiosk and canteen point-of-sale software, developed in
conjunction with Huber & Associates, allows an offender to be issued a new PIN number at the
offender's request. The newly assigned PIN numbers (from OPII/MOCIS, kiosk, and canteen pointof-sale systems) will be uploaded every hour, starting at 8:00 a.m., until the nightly offender file is
uploaded.
2.6
PIN Card Requirements:
2.6.l
g
72
The contractor shall provide the state agency with an electronic PIN card file that includes the
unique PIN card Universal Product Code (UPC) number and the four-digit PIN associated with
that UPC number.
Securus has read, agrees, and complies.
Missouri lOOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
~) SECU_.B_~s-
Securus will provide the state agency with an electronic PIN card file that includes the unique PIN
card Universal Product Code (UPC) number, and the four-digit PIN associated with that UPC
number.
Our partner, Huber & Associates, will ensure it is loaded correctly into the PIN application and the
canteen system.
Securus has contacted the current provider of PIN cards to the state agency to ensure our
understanding of the current PIN card file and associated processes in order to duplicate the
existing processes to meet this requirement.
2.6.2
tf
The contractor must provide an offender PIN administrator that manually makes PIN changes
and provides technical support for troubleshooting offender PIN related issues.
Securus has read, agrees, and complies.
Securus will provide an offender PIN administrator that manually makes PIN changes and provides
technical support for troubleshooting and offender PIN related issue resolution.
•
We have completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and have signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
Securus will provid~ the Huber & Associates experienced PIN administrator, and backup, for
purposes of fulfilling this requirement. It is expected that Securus will provide the same PIN
administrator(s) that currently perform the required duties of PIN administration for the existing
offender telephone system contract.
Huber & Associates' PIN administrator will manually make PIN changes and provide technical
support for troubleshooting offender PIN-related issues. Huber & Associates will also provide a
second level of support when PIN issues are caused by technical problems with the interface. A
third level of support comes from the Securus Technical Help organization that can assist the state
agency with any issues related to PIN administration.
This PIN administrator will perform the following functions:
•
~
•
Complete PIN administration tasks using the SCP OTS PlN application software from
the Huber & Associates headquarters in Jefferson City, Missouri.
•
Ensure backup personnel are assigned and trained to take over PIN administration
responsibilities, when required.
•
Process phone, e-mail, and fax requests from caseworkers at Missouri Corrections
Institutions across the state. Typical requests include the following and average about
15 to 20 calls a day:
o
Changing offender PIN numbers
o
Reac:tivating/deactivating offenders
SECl,Jf.UJS.
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Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
73
o
•
2.6.3
fl
Researching problems and communicating action(s) with caseworkers (such as
offenders are unable to complete calls successfully due to incorrect PIN or blocked
call number)
Communicate with project management, such as communicate issues when either
incorrect or no data is received to ensure problem reporting and resolution.
The.contractor must provide the offender a PIN card every time the offender is assigned a new
PIN.
Securus has read, agrees, and complies.
Securus will provide the offender with a PIN card every time the offender is assigned a new PIN.
In concert with Huber & Associates providing access to the state agency's canteen point-of-sale
system software, Securus will provide the offender PIN card, so the card can he given to the
offender when assigned a new PIN. This will ensure that the Securus SCP OTS has been updated
with the appropriate information and that the state agency canteen point-of-sale system is updated
and in sync with the SCP OTS.
2.6.4
fl
The offender PIN cards must be provided free of charge to an offender when a new PIN is
acquired from the institutional canteen.
Securus has n!ad, agrees, and complies.
•
The offender PIN cards will be provided free of charge to an offender when a new PIN is acquired
from the institutional canteen. Securus has contacted the existing manufacturer of PIN cards and
identified the process for ordering and fulfillment of the offender PIN cards.
To ensure functionality of the PIN cards after purchase, Huber & Associates will deliver access to
the PIN card solution that is used today at the Missouri Correctional Institutions. Huber &
Associates has agreed to assist Securus with procurement. processing, and the security file
associated with the distribution of these PIN cards.
2.6.5
The front of the offender PIN card must include the Department of Correction's logo and
identify itsdf as an offender PIN card.
ff Securus has read, agrees, and complies.
The front of the offender PIN card will include the Department of Corrections logo and identify
itself as an offender PIN card.
Securus will use the PlN card solution that is used today by the state agency. Huber & Associates
helped design the current PIN card and will supply the digital design to assist Securus in creating
74
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System .(;:l SECURUS.
© 2011 Securus Technologies, Inc. All rights reserved.
~--~
•
the PIN cards and Securus will procure the PIN cards through the same provider currently being
used by the state agency.
2.6.6
tf
The back of the offender PIN card must be encoded with a random four digit PIN that is security
coated with a scratch-off material, a UPC that is directly assigned to the four (4) digit PIN
associated with the card, and identify itself as an offender PIN card. PIN shall not be
consecutively numbered.
Securus has read, agrees, and complies.
Securus will provide each PIN card with a random four-digit PIN that is security coated with a
scratch-off material, a UPC that is directly assigned to the four-digit PIN associated with the card,
and indentify itself as an offender PIN card. The PIN will not be consecutively numbered.
Huber & Associates will ensure that the physical card security numbers correspond to the security
file associated with the distribution of PIN cards.
2.6. 7
•
'fl
The offender PlN cards should he approximately the size of a credit card.
Securus has read, agrees, and complies.
Securus will provide a PIN card that is approximately the size of a credit card. Huber & Associates
designed the current PIN card solution that is used today at the Missouri Correctional Institutions.
They have agreed to supply Securus with the digital design to assist in the production of the PIN
cards at the size as required. Securus has already contacted the state agency's existing PIN card
provider and will purchase the PIN cards according to the state agency's requirements.
2. 7
"Allow Call Lists" Requirements:
2.7. l
fl
The offender telephone system must include automated "allow call lists" associated with each
PIN. It shall be the state agency's option whether to implement the automated "allow call lists".
Securus has read, agrees, and complies.
The majority of Securus state DOC customers use allowed call lists so Securus is familiar with
optional service. The Securus SCP OTS will include automated "allow call lists" associated with each
PIN. Securus will follow the decision of each state agency as to whether or not to implement the
automated "allow call list." The response to 2.7.3 describes the automated processes that will not
require administration by the state agency staff.
•
The SCP OTS includes an offender self service automated feature, Personal Allowed Number (PAN)
list or "allow call list," which provides each offender with a allow call list associated with their PIN.
The PAN list contains phone numbers that the offender is permitted to call. However, regardless of
a PAN list, the system also provides the offender with the ability to make attorney calls, or call other
allowed phone numbers placed on the SCP's global allowed list. The offender can access the PAN list
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
75
after he or she inputs their PlN. The SCP OTS is configured so the state agency has the option to
implement the automated PAN list.
2. 7.2
fl
The "allow call lists" should store a set quantity of allowed telephone numbers for each
offender.
Securus has read, agrees, and complies.
'The SCP OTS allow call lists (PAN list) can be configured to store a set quantity of allowed telephone
numbers per offender, as directed by the state agency. The quantity of allowed numbers is
programmable and can be set by the state agency.
2. 7.3
fl
Registraticin and maintenance of automated "allow call lists" should not require administration
by the state agency's staff.
Securus has n?ad, agrees, and complies.
Registration and maintenance of automated allow call lists will not require administration by the
state agency's staff
Like all other features of SCP, the Personal Allowed Number (PAN) lists are flexible and may be
implemented and maintained by the offender as well as the Securus provided PIN administrator.
•
Self-Managed !?AN
SCP offers an Offender Self-Managed PAN system that allows offenders to add phone numbers to
their allowed call list. Additionally, offenders are able to remove numbers, check the status of a
recently requested phone number, or hear which phone numbers are on their list.
With this system, when an offender adds a phone number to their list, the OTS validation systems
checks first to determine if the number is on a global block list. If not, the system automatically calls
the phone number, and asks the called party if they wish to be placed on the specific offenders PAN
list.
''Hello, you are bf•ing requested to be added to the allowed number list of 'John Smith' an inmate at
Correctional InstitutJon. This will enable 'John Smith' to call you in the future. To accept
this offer to be added to the allowed calling list of 'John Smith/' press J. To refuse and not receive
calls from 'John Smith,' press 2. "
~Missouri
Calls to phone numbers that were denied by the called party will not be added to the offender PAN
list.
76
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECUFJUS"
...,.....,.
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•
Offender Managed Self-Learning PANs
The SCP OTS can also be configured to automate the registration and maintenance process by
allowing a pre-determined number of telephone numbers to be called by an offender and accepted
by the called party. For example, the MO DOC policy could state that the first 15 phone numbers
that an offender called and were accepted will constitute the allowed calling list for that offender.
E-Imports PAN
Additionally, the system allows PANs to be imported through our automated integration
application, "E-lmports." E-lmports enables files to be sent for uploading allowed call lists.
2.8
Telephone Equipment Requirements:
2.8.1
•
fl
The offender telephone system must include telephone equipment that is an industry-standard
design and powered by the telephone line and require no additional power source. The state
agency will provide a power source at the demarcation location.
Securus has read, agrees, and complies.
The Securus SCP OTS will include industry standard telephone equipment, which is powered by the
telephone line and requires no additional power source.
REVISED
2.8.2
PER AMENDMENT #001
The offender telephone system must include telephone equipment that is either chrome-plated,
stainless steel or painted/powder coated that is mar and scratch resistant with Dual Tone MultiFrequency (DTMF) dial and is water, flame and shock resistant.
Securus' offender telephones are the strongest and most reliable units available, and are designed
specifically for the prison environment. Securus is proposing the following Wintel® brand 7042
phone model.
Offender Telephone Equipment
Securus' offender telephones are the strongest and most reliable units available, and are designed
specifically for the prison environment. Our chosen phones set the industry standard and are the
overwhelming choice for state prison systems, the Federal Bureau of Prisons, county, and city
facilities nationwide.
The following information is the manufacturer-provided telephone features and specifications:
•
Powder coated cold rolled steel provides rugged vandal resistant telephone housing
designed for offender use .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
77
•
All-in-one electronic dial features modular incoming line and handset connections for
quick maintenance. Carbon (HS) and DuraClear® (DURA) Handsets have separate 4pin connections.
•
•Built-in user controlled volume "LOUD" button for ADA mandated volume control
(user must have control of volume amplification AND volume must reset to normal
with hang up to meet ADA requirements)
•
Confidencer technology, built into every dial, filters out background noise at the user's
location, allowing better sound to the called party
•
Heavy chrome metal keypad bezel, buttons, and hookswitch lever
withstand abuse and vandalism
•
Armored 32 inch handset cord is equipped with a steel lanyard
(1000#: pull strength) and secured with a 14 gauge retainer
bracket for maximum vandal resistance
•
Handset has sealed transmitter and receiver caps, suitable for
heavy use and abuse locations
•
Pin-in-head security screws minimize tampering
•
Hearini; aid compatible and FCC registered US: lDATEOSBITC254, IC: 3267A-1TC254
i
~
I
2.8.3
If
The offender telephone system must include tamper-proof steel housing that protects the
electronic components of the telephone.
Securus has read, agrees, and complies.
The SCP OTS includes the Win Tel 7042 telephone that has tamper-proof steel housing that protects
the electronic components of the telephone. See specifications of Win Tel 7042 telephones as
identified in 2.8.2 above.
'DEUETED:PER~AMENDMENT,#001
2.8.4
Deleted
2.8.5
The offender telephone system must include telephone equipment that is capable of being
operated with ease and includes concise instructions on the faceplate.
fl
Securus has read, agrees, and complies.
The SCP OTS includes the Win Tel 7042 telephone that is capable of being operated with ease and
includes concise instructions on the faceplate. Instructions will be placed on each phone faceplate
at installation and inspected periodically to ensure the phones can always be operated with ease .
•
I
78
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECU_R_~s·
2.8.6
The offender telephone system must include an armored handset cord that is resistant to
stretching and breaking. The handset cord length should be approximately thirty-two (32)
inches.
fl Securus has read, agrees, and complies.
The SCP OTS includes the Win Tel 7042 telephone that has a 32 inch armored handset cord
equipped with a steel lanyard (1000# pull strength) that is resistant to stretching and breaking. It is
secured with a 14-gauge retainer bracket for maximum vandal resistance.
2.8.7
C
The offender telephone system must include telephone equipment that has a floating case
hardened metal plate to prevent side drilling entry.
Securus has read, agrees, and complies.
The SCP OTS includes the WinTel 7042 telephone that has a floating case hardened metal plate to
prevent side drilling entry.
•
2.8.8
The offender telephone system must include offender telephone equipment (i.e. non-TTD and
TTD) that is hearing-aid compatible and has volume control. The components of the offender
telephone system must comply with Americans with Disabilities Act (ADA) requirements. This
includes but is not limited to providing telephones that are accessible to persons in wheelchairs
and systems that are compatible with Telephone Devices for the Deaf (TDD).
« Securus has read, agrees, and complies.
The Securus SCP OTS telephone equipment is hearing aid compatible and has volume control.
•
Hearing aid compatible and FCC registered US: 1DATE05BITC-254, IC: 3267A-ITC254
•
Built-in user controlled volume "LOUD" button for ADA mandated volume control (user
must have control of volume amplification and volume must reset to normal with hang
up to meet ADA requirements)
The components of the OTS comply with Americans with Disabilities Act (ADA). This compliance
includes but is not limited to providing telephones that are accessible to persons in wheelchairs and
systems that are compatible with TD D's.
Securus' program for offenders who are deaf or hearing impaired provides those offenders the
ability to place outgoing telephone calls using a Text Telephone (TTY) device that is integrated with
the SCP OTS .
•
[;::J
SECUHl.,l~r
.;.;;;..c..-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
79
2.9
Recording/Monitoring Requirements:
2.9.1
ff
The offender telephone system at each institution must record calls from all of the offender
telephones simultaneously.
Securus has read, agrees, and complies.
The Securus SCP OTS provides comprehensive recording and monitoring capabilities for
investigating offender telephone conversations. All offender telephone conversations at each
institution will be recorded simultaneously. Authorized users have the ability to listen to live
conversations from a Securus provided workstation, which is connected to the Securus provided
private network. Additionally, authorized users have access to call recording from any Windowsbased PC connected to the Internet.
Call Recording
The SCP OTS enables simultaneous recording and monitoring. Each call is recorded in its entirety,
from call acceptance to call termination. Authorized institution personnel have the ability to listen
to prerecorded calls or live calls without any loss of information. All recordings are downloadable
and can be copied to a CD, DVD, or any drive (such as a removable flash drive), and can be e-mailed
to other investigators as directed by the state agency.
Call Detail Record - The Chain of Evidence
Aii telephone calls placed through the Securus SCP OTS creates a record, known as a call detail
record (CDR). At a minimum, the basic CDR includes the following information:
•
Customer name (Missouri Department of Corrections)
•
Facility name
•
Offender Personal Identification Number (PIN)
•
Originating telephone station
•
Destination number
•
Time the call started and ended
•
Unlike many other offender calling platforms, the audio data and CDR are combined in memory and
written onto a disk as a continuous data stream-one stream for each recorded call. Recordings are
never modified after they are written to disk. As such, recordings safeguard all data required to
identify the call and cannot be edited. This capability is significant because it creates a chain of
evidence. The chain of evidence guarantees recordings produced for legal purposes are in fact-the
original data.
2.9.2
fl
80
The offender telephone system at a minimum must provide downloading and playback of calls
from the investigators' office.
Securus has read, agrees, and complies.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 S&ums Technologies, Im:. All rights reserved.
[D
___
SECIJ.~US-.
•
The SCP OTS provides the capability to download and playback offender telephone calls from the
workstations located in the investigators' office.
The SCP OTS provides call portability for playback, replay, and download of conversations without
the need for additional software. Authorized users, including investigators, are able to download
recorded conversations to any external media device connected to their PC such as CD, DVD, mp3
player, or flash drive. This enables investigators to share recorded conversations. Additionally,
users can create "images" of bulk calls they have collected and group them in a folder in S-Gate to
help organize investigative work.
2.9.3
The offender telephone system must at a minimum selectively search and sort calls by the state
agency for monitoring and recording by one, all, and/or a combination of the following:
a. Facility;
b. Housing Unit;
c. Specific phone;
d. Start and Stop Time and Date of Call;
•
e. Billed to Numbers (BTNs);
f. Three-Way Calls;
g. Frequently Dialed Numbers;
h. Offender PIN Number; and
i. Calls monitored or listened to by user.
S
Securus has read, agrees, and complies.
The SCP OTS S·Gate interface enables investigators to search and sort calls by the state agency for
monitoring and recording by one, all, and/or a combination of the following:
•
•
•
Facility
•
Specific offender telephone
•
Start and stop time and date of call
•
Billed to Numbers (BTNs)
•
Three-Way Calls
•
Frequently Dialed Numbers
•
•
Offender PIN Number
Housing unit
Calls monitored or listened to by user
For example, the following figure depicts a Frequently Dialed Number Report with billed to number
(BTN) account information as an example of a multiple criteria search .
~
SECUH_l)s·
...-.;.,__
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
81
Frequently Dialed Number Report
Proprietary and Confidential
r
•
Quickly View the Associated Call
LDetail Report by Clicking this Icon
The Frequently Dialed Number feature allows investigators to generate a report by entering a
number that instructs the system to search for only those numbers that have been called a certain
number of times within a specific timeframe.
2.9.4
fl
The offender telephone system must automatically call and alert investigators and offer live
monitoring of calls in real time.
Securus has read, agrees, and complies.
The Securus SCP OTS will automatically call and alert investigators of predetermined calling events
and offer live monitoring of calls in real time. Additionally, the investigator will have the ability to
terminate a call with a preprogrammed code or barge-in to a live call and establish a talk path into
the call from the investigators desk phone, cell phone, or any other phone.
The SCP OTS Covert Alert feature provides the capability for investigators to be called and alerted
to dialed numbers, phones, or PINs that are under surveillance by the investigative unit. This
82
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Secums Technologies, Inc. P.\\ rights reserved.
~
SECU.f.llJS--.--
•
feature enables authorized personnel to monitor a call, undetected, from any designated location
while the call is in progress.
Investigators configure the feature through S-Gate by completing the.following steps:
1. Assign a "Covert Alert" status to a specific phone, PIN, or phone number.
2. Enter a telephone number (such as cell, home, or office) and e-mail address to indicate
where the call should be forwarded for live monitoring.
Configure a Covert Alert trigger, such as "trigger the alert when call is accepted," or "trigger the
alert when phone number is dialed."
The following figure illustrates the Covert Alert configuration screen
Covert Alert Configuration Screen
Proprietary and Confidential
•
r=-+fiUii·MMQ1:.&li.ii1!S#'4Ud:•weHi ,, .
Alert Phone Number
and e-mail Address
I
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Alert Location
VQl.ta alamatrta: Off.fril.T
»di
OfflCE
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SHSSSSSSS
testiit- ahoo.t:om
PIN
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Alert IEnY:I
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Once activated, the feature allows the call to take place while another muted call is placed to the
Investigator's Covert Alert number. This call is considered another "call leg" and occurs silently, so
the offender and called party remain unaware the Covert Alert trigger has been activated.
It is possible to retrieve calls anywhere, from within the facility or remotely. Investigators also have
the ability to monitor other calls from an on-site workstation while using the Covert Alert feature.
Covert Alert also sends e-mail notifications to authorized personnel regarding the call under
surveillance. The email provides information including the following:
•
•
Phone number called
•
Phone in use
~ SEC~.l~.US----
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
83
•
Phone group
•
Offender's name
•
Offender's account number
•
Whether the call is being recorded (private calls will alert through e-mail only)
Covert Alert Configurations
The Covert Alert feature allows authorized users to alert up to three individuals when a targeted
phone, PIN, or phone number is in use. The configuration options include the following:
•
Requiring an investigator to enter their PIN before the call is connected
•
Enabling the investigator to terminate a call by pressing a programmed code
•
Allowing the investigator to interrupt a conversation in-progress and speak to both the
offender and called party by selecting and confirming a predefined "Barge In" code
As an added security feature, the investigator will be prompted for their PIN when he or she
receives a call from Covert Alert. The investigator's PIN must be entered and accepted before the
call is connected to the investigator. This feature ensures that only the authorized person will
receive Covert Alert calls. When the investigator receives a Covert Alert call, he or she will hear a
message such as the following.
'This is a covert alert call from 'John Smith,' an inmate at the Missouri Correctional Institution. To
aecept this covert alert call, please enter your investigator PIN now."
•
"Barge In"
While on the covert alert call, the investigator can terminate the call between the offender and the
called party by pressing a predetermined code. In addition to being able to disconnect the call, the
investigator can also barge into the offender conversation and speak to both the offender and the
called party by pressing a predefined "Barge In" code and confirming that they want to barge in.
The confirmation "Press 1 to confirm" is used to help to eliminate an investigator from accidently
pressing the barge in code with their cheek.
This "Barge In" capability is available through both Covert Alert and on calls forwarded from S-Gate
Live Monitor. When live monitoring a conversation, the call can be forwarded to an investigator cell
phone, office phom!, or other designation, allowing them to barge into the conversation using the
predetermined barge in code and acceptance digit.
Covert Alert Call Detail Record Report
The Covert Alert Call Detail Record Report allows authorized users to search for calls in which a
covert alert was triggered. The report provides comprehensive detail regarding the call. The
following figure is an example of the SCP S-Gate Covert Alert Call Detail Record Report
84
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securns Technologies, Inc. A!! rights reserved.
c::l SECU_
.. ~-_l)S-
•
Covert Alert Call Detail Record Report
Proprietary and Confidential
Customizable Search Criteria
Q!Hic.eom~na
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Recorded Ca II
•
Investigators
Name & Number
Shows Whether the
Investigator Accepted
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REVISED
2.9.5
•
fl
PER AMENDMENT #001
The offender telephone system must select a particular telephone for monitoring while a call is
in progress.
Securus has read, agrees, and complies.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
85
The Securus SCP OTS will provide monitoring capabilities for all calls that are in progress using the
S-Gate user interface. The SCP OTS also gives users the ability to select a particular telephone for
monitoring while the call is in progress. Users can choose to monitor any call that is displayed by
clicking on the phone icon within the user interface.
The SCP OTS can be configured by the user to automatically select a particular telephone for
monitoring while using the SCP feature, "Scan Patrol." Scan Patrol can be used at any time the SCP
OTS is being accessed through the Securus S-Gate user interface. Scan Patrol is configurable in
terms of amount of time to listen to a call and which calls to listen to during scanning.
Scan Patrol
Authorized state agency personnel who wish to have the system monitor calls can use our Scan
Patrol feature to scan through live calls. Similar to the scan function on most automobile AM/FM
radios, users can enter a specific time for which the system will play each call before automatically
moving to the next active call. The scanning will begin from the first active call on the first active
port and continue to the next active call, looping back to the first active call when reaching the end.
2.9.6
fl
The offender telephone system must display "real time" call activity on a workstation. This
activity must be detailed by offender PIN number, date of call, start time of call, stop time of
call, telephone location and called number..
Securus has rE!ad, agrees, and complies.
The SCP OTS will display real time call activity on a workstation. The activity includes, but is not
limited to, offender PIN number, date of call, start time of call, stop time of call, telephone location,
and called number.
•
•
86
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~SECURUS. "·
---
Live Call Monitor
Proprietary and Confidential
SCP
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2.9.7
If
T~ie:s-,
'
Names and Numbers are for Illustrative Purpose Only
I
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The offender telephone system must simultaneously provide recording and playback of both the
transmitting and receiving sides of conversations. The playback of any selected channel must be
accomplished while continuing to record all input channels.
Securus has read, agrees, and complies.
The SCP OTS enables simultaneous recording and playback of both the offender and called party
conversations. The playback of any selected channel is accomplished while continuing to record all
input channels.
All SCP OTS offender and the called party telephone conversations are recorded as they are taking
place. The act of playing back a selected channel can be accomplished without disrupting the
recording of any other channels .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
87
2.9.8
ff
Time and date entries for each recorded conversation shall be displayed on a per channel basis
and shall display all conversations in chronological order to facilitate research and playback.
Securus has read, agrees, and complies.
The SCP OTS displays time and date entries for each recorded conversation on a per channel basis.
All conversations are displayed in chronological order to facilitate research and playback
2.9.9
All call activity data and call recordings shall be the property of the State of Missouri.
If Securus has read, agrees, and complies.
Securus understands and agrees that all call activity data and call recordings are the property of the
State of Missouri. State and federal laws and regulations (such as CPNJ) concerning customer bills
require Securus to retain ownership of billing records.
2.9.10
fl
The offender telephone system must export call detail search data to Excel and PDF formats.
Securus has read, agrees, and complies.
The SCP OTS enables authorized users with fast and convenient access to S-Gate reports. They are
able to save, retrieve, and export call detail search data in the following file formats:
•
Adobe4~
•
Microsoft Excel
•
Comma Separated (CSV)
PDF
Additionally, users have the ability to save reports to multiple destinations or upload data from the
report into their own database for further analysis.
2.9.11
ff
The offender telephone system must save and store unique query criteria by individual system
user as established herein, to include ability to save multiple bill-to numbers (BIN) and offender
identification numbers.
Securus has read, agrees, and complies.
The SCP OTS saves and stores unique query criteria by individual authorized users and includes the
ability to save multiple bill-to numbers (BTN) and offender identification numbers.
As part of the overall OTS solution, the Guarded Exchange service will save and store unique query
criteria by individual user, including saving and storing criteria for future queries. This custom
query capability includes the ability to save multiple BTN's as well as offender identification
numbers.
88
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECLJ,Rl.:JS---·
2.10
Storage Requirements:
2.10.1
The offender telephone system must store a minimum of one (1) year of call recordings and
detail at the primary location.
fif Securus has read, agrees, and complies.
The SCP OTS will store a minimum of one (1) year of call recordings and detail at the primary
location. Securus will be responsible for recording and storing each offender call and the call detail
as they occur in real-time to a central primary recording and storage location and then back up
recordings to a secondary storage location.
2.10.2
fl
The offender telephone system must store call recordings and detail permanently at the
secondary location.
Securus has read, agrees, and complies.
Securus will store call recordings and detail permanently over the life of the contract at the
secondary location .
•
2.10.3
If
The offender telephone system must provide archiving call recordings and detail upon the state
agency's request. The offender telephone system must allow immediate access to the secondary
storage locations' call recordings and detail by the state agency without intervention from the
contractor.
Securus has read, agrees, and complies.
The SCP OTS will provide archiving call recordings and detail upon the state agency's request. The
offender telephone system will allow immediate access to the secondary storage locations' call
recordings and detail by the state agency without intervention from Securus.
2.10.4
'flf
The contractor must monitor the storage capacity of each of the storage solutions to ensure no
call recordings and details are lost.
Securus has read, agrees, and complies.
Securus will monitor the storage capacity of the storage solutions to ensure no call recordings and
details are lost.
The SCP OTS includes a storage area network (SAN) architecture to store offender call recordings.
The storage solutions are continuously monitored and managed through intelligent automated
processes and storage policies .
•
~
SECURUS.
..io-o...!~
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
89
2.11
Workstation Requirements:
2.11. l
The workstations provided with the offender telephone system must be a corporate class laptop
that meets the following minimum requirements:
a. I 5" Widescreen WXGA screen;
b. CPU with Intel Core 2 Duo Processor;
c. Memory with 4 GB RAM;
d. Hard Drive with 80 GB;
e. Sound Card;
f. DVD+/-RW;
g. Integrated Wireless Solution 802.11 b/g/n;
h. Microsoft Windows 7 Professional;
1.
Microsoft Office 2007 Professional Software; and
j. Three (3) year, on-site, next-business day warranty.
fll
Securus has rt~ad, agrees, and complies.
•
Securus will provide 20 corporate class laptops to the state agency that meets the following
specifications as detailed above:
•
15" Widescreen WXGA screen
•
CPU with Intel Core 2 Duo Processor
•
Memory with 4 GB RAM
•
Hard Drive with 80 GB
•
Sound Card
•
DVD+/-RW
•
Integrated Wireless Solution 802.11 b/g/n
•
Microsoft Windows 7 Professional
•
Microsoft Office 2007 Professional Software
•
Three year, on-site, next-business day warranty
•
90
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECLJ.Rµs·
---
Our proposed workstation features the Latitude E6510
Laptop. The laptop is designed for easy mobile
collaboration and enhanced productivity, the Dell
Latitude E6510 laptop features advancements in
manageability, ~urability, and security that can empower
IT. Whether you are working in the office or anywhere,
Latitude™ E6510 laptops can simplify productivity by
providing for easy access as to the Securus SCP OTS. Features include the following:
•
•
Easy Global Collaboration - The latest wireless options let you connect with colleagues
from virtually anywhere. A light-sensitive Webcam and noise-reducing, speechenhancing microphone can be paired with speakers for an optimal video conference
experience.
•
Smart Controls - An intuitive, gesture-enabled touchpad and vibrant backlit keyboard
option let you work smartly and comfortably in virtually any situation.
•
Power to Do More- With Intel® Core™ iS and up to quad-core Intel® Core™ i7 with
Intel® Turbo Boost Technology processor options, along with next-generation discrete
graphics options, you can have a performance boost to stay on top of business.
•
Always un Capability- Use Dell Latitude ON™ technology to access your e-mail,
calendar and contacts without needing to boot up, and enjoy the added benefit of idle
battery life that can extend for days, not just hours, on select platformsa.
Our proposed workstation configuration is presented in the following table.
Corporate Class Laptop Configuration
Component
-- -
•
Description
I
l
-
--·-
----
·- ·-··
Base Unit
Latitude E6510 Notebook (224-8070)
Processor
Intel Core i5-520M Dual Core 2.40GHz 3MB for M6510 (317-3585)
Memory
4.0GB, DDR3-1333 SDRAM, 2 DIMM for Latitude (317-3590)
Keyboard
Internal English Keyboard for Latitude E (330-0836)
Keyboard
Documentation (English) Latitude E-Family/Mobile Precision (3301652)
Wireless Keyboard and
Mouse
Keyboard+ Mouse (Nausicaa) (2.4 GHz RF, with USB dongle) (3301824)
Monitor
DELL E1909WDD 19 Inch Widescreen Flat Panel, Display Port
Connection, OptiPiex Workstation and Latitude (320-7366)
Video Card
Intel HD Graphics for Latitude D6510 (320-8805)
Hard Drive
160GB Hard Drive 9.5MM, 5400RPM, Dell Latitude E (342-0477)
~
SECl)FJlJ.S"
.....,..__
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
91
• .a<.~
',,·
I
Component
-
--
-
Description
--
-
·-
---
- - ---
--
Floppy Disk Drive
15.6" HD (1366 x 768) Anti-Glare LED Display for Latitude E6510
(320-8809)
Operating System
Genuine Windows 7 Professional, 32-bit, no media, Latitude, English
(421-1643)
Operating System
Genuine Windows 7 Label, Latitude, Vostro and Mobile Precision
Notebooks (330-6322)
Mouse
Slate Silver, Mobile Broadband Ready, Dell Latitude E6510 (3139913)
Modem
No Modem for Latitude E6410, E6510, Precision M4500 (318-0227)
TBU
90W 3-Pin, AC Adapter for Latitude E-Family (330-0876)
TBU
US - 3-FT, 3-Pin Flat E-Family Power Cord for Latitude E-Family
(330-0879)
CD-ROM or DVD-ROM Drive
BX DVD+/-RW for Latitude E-Family (313-6513)
CD-ROM or DVD-ROM Drive
Roxio Creator Starter, No Media, Dell OptiPlex, Latitude and
Precision Workstation (421-4539)
CD-ROM or DVD-ROM Drive
Cyberlink Power DVD 9.5,No Media, Dell OptiPlex, Latitude and
Precision Workstation (421-4370)
Sound Card
Noise Cancelling Digital Array Microphone for Latitude E6510 (3139310)
Wireless Headset
CSSO Wireless Headset (A1262546)
External Speakers
Dell AX210 USB Powered Multimedia Speakers
Processor Cable
Intel WiFi Link 6200 (802.lla/g/n 2X2) 1/2 MiniCard for VPRO
Latitude E/Mobile Precision (430-0755)
Documentation Diskette
Intel vPro Technology Advanced Management Features for Latitude
E6510 {330-9702)
Bundled Software
Adobe Acrobat 9.0 English and French, BND, Dell OptiPlex Precision,
and Latitude (410-1862)
Bundled Software
Microsoft Office Professional for Latitude, OptiPlex, Precision (4206712)
Factory Installed Software
No Resource DVD for Dell Optiplex, Latitude, Precision (313-3673)
Software Disk Two
Latitude On Reader for Latitude Notebooks ( 421-9856)
Feature
6-cell (60Wh) Primary Battery for Latitude (312-7412)
Feature
Nylon 15.6 Carry Case for Latitude and Precision Notebooks (3139945)
92
Missouri [)QC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
•
2.11.2
8
The workstations must include a docking station.
Securus has read, agrees, and complies.
Securus will provide a docking station for all workstations provided. The docking station will be an
E/Port, Simple Port Replicator for Latitude E-Family /Mobile Precision (430-3097).
Workspace is maximized with the Dell™ E-Port Replicator. This E-Port Replicator gives you a
comfortable work space where you can plug a keyboard, mouse and
monitor to the port replicators and use your laptop like a desktop.
Simplified connectivity facilitates a single interface to connect to
your printer, monitor, or other peripheral devices. This product is
tested and validated with Dell Systems. This product includes 130Watt Power Adapter Cord.
2.11.3
ff
•
The workstations must include a wireless keyboard and mouse.
Securus has read, agrees, and complies.
Securus will provide a wireless keyboard and mouse for all workstations provided. The wireless
keyboard and mouse is a Keyboard+ Mouse (Nausicaa) (2.4 GHz RF, with USB dongle) (330-1824).
The Dell Wireless Keyboard is designed ergonomically to increase your comfort and productivity.
This keyboard features a set of 104 keys.
--
·•a••••
a ...
••~I
. .fl.
11
till«
2.11.4
'1
t
I
a• ii
~
The Three-Button Wireless Mouse from Dell is easy to use and
features three buttons, this mouse is ideal for Internet enthusiasts
and users Jooking for programmability in mice buttons and fast,
accurate response
The workstations must include wireless headphones and external speakers.
Securus has read, agrees, and complies.
Securus will provide the Plantronics CSSO Wireless Headset and Dell AX210 USB Powered Stereo
External Speakers.
The Plantronics CSSO Wireless Office Headset System brings the ultimate in mobility and hands free
conversations to your phone. The CSSO gives you eight hours of talk time and the wireless
convenience to roam up to 300 feet with secure conversations. Taking or ending
a call is as simple as pressing a button with the optional
Plantronics HLlO Lifter.
•
The Dell AX210 USB Stereo Speakers offer a true upgrade in
audio quality, speaker aesthetics, and functionality. This
product has been tested and validated on Dell systems .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
93
2.11.5
"
The workstations must include two (2) 19" flat panel monitors.
Securus has read, agrees, and complies.
Securus will provide two Dell El 909WDD 19 Inch Widescreen Flat Panel, Display Port Connection,
OptiPlex Workstation and Latitude (320-7366).
The Dell™ El 909WDD 19-inch Widescreen Flat Panel Monitor incorporates Direct Drive Display
Port technology. The monitor delivers high bandwidth to help ensure maximum display
performance. Featuring a contrast ratio of up to 1000:1, you can witness brilliant colors with
excellent details for vivid pictures or fast-motion videos.
With a resolution of 1440x900 pixels, this monitor is designed to exhibit a rich multimedia
experience. Additionally, it features blazing response time of
5 ms that helps prevent smearing and ghosting. Equipped
with a small USB-sized display port connector, this monitor
provides easy plug-and-play factor and offers flexibility to
connect your monitor to your PC as per you choice. The slim
black bezel fits into most office environments and desktops
providing a space-saving solution ideal for your growing
needs.
2.11.6
The workstations must include a nylon carrying case.
•
'fl Securus has read, agrees, and complies.
The workstations will include the Dell - Timbuk2 Nylon Sleeve for Laptops.
Designed to hold laptops of screen sizes up to 17 inches, the nylon laptop sleeve from Dell™ ensures
the safety of your laptop. Stylish and ideally designed, this sleeve is made of durable nylon material.
2.11.7
The workstations must include a client virtual private network
(VPN) software solution to allow an investigator to connect to the
offender telephone system remotely. The solution must provide,
anytime and anywhere, secure access to all system features
regardless of location to allow system investigator access to the
offender telephone system services.
wf Securus has read, agrees, and complies.
The SCP solution provides, anytime and anywhere, secure access to an system features regardless
of location to allow system investigator access to the SCP OTS services.
The Securus provided workstations do not require a VPN connection to access the SCP OTS
services. Access to the Securus SCP OTS operates optimally through the use of a secure Website
94
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECt,.J_R_µs·
•
connection from any Web enabled PC. Therefore, Securus recommends using a Secure Socket Layer
(SSL) Website connection from any Windows-based PC with access to the internet.
Using this feature, investigators or administrators can access the Securus SCP OTS without the need
for a dedicated workstation and a proprietary VPN connection.
If the state agency decides it needs a client virtual private network (VPN) software solution for
remote access, Securus will provide.
.
-
REVISED PER AMENDMENT #001
2.11.8
fl
All workstations must include state-approved software for remote desktop access.
Securus has read, agrees, and complies.
AU workstations provided by Securus will include state-approved software for remote desktop
access to the Seem-us SCP OTS.
•
2.11. 9
ff
Securus has read, agrees, and complies.
Workstations provided by Securus will become the property of the State of Missouri upon delivery
to the state agency. Securus will provide all maintenance, upgrades, repairs, and replacements
during the life of the contract at no additional cost to the State of Missouri.
2.12
2.12.1
fl
•
The workstations shall become the property of the State of Missouri upon delivery to the state
agency. However, the contractor shall provide all maintenance, upgrades, repairs, and
replacements during the life of the contract at no additional cost to the State of Missouri.
General Offender Telephone System Requirements:
The offender telephone system must detect an attempt made by the called party to attempt a
three (3)-way or conference call at any time during the call and immediately following the
connection of the call, regardless of where the called party is located. If detected, the offender
telephone system must terminate the call before connection to the called party, or if during the
call, as soon as the transfer or conference is detected. The state agency will determine whether
they will utilize the offender telephone system's capability to terminate three (3)-way or
conference calls.
Securus has read, agrees, and complies.
The Securus SCP OTS will detect attempts made by the called party to attempt a three-way or
conference call at any time during the call and immediately following the connection of the call,
regardless of where the called party is located. When detected, the Securus SCP OTS will terminate
the call before connection to the called party or as soon as the transfer or detection is detected. The
Securus SCP OTS will be configured to allow the state agency to determine whether to use the
capability to terminate three-way or conference calls in progress.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved,
95
When using the Securus three-way call detection technology from Securus, the state agency will be
receiving the best and most sophisticated three-way calling technology in the market today.
How it Works
The SCP OTS will detect, in real time, the called party's attempt to access three-way or conference
calling within the same central office following the connection of the call between the offender am;l
the called party, regardless of whether the called party has first accepted the call.
When a three-way event is noted, the Securus SCP OTS will perform one of the following actions,
which is based on the state agency's criteria):
•
Disconnect the call instantaneously with messaging to offender and called party
•
Mark the call with no interruption to the call
•
Warn the offender that third-party calls are not allowed
This feature prohibits the major fraud practice possible with other automated and live-operator
systems. Offe.nders could enlist the aid of an outside accomplice to "conference" them, via the
central office-provided three-way calling, to an "unrestricted" line, bypassing the system controls.
Without this protection, offenders have in effect, unrestricted access to the outside world, defeating
the correctional objectives and policies of the institution along with subjecting the public to
offender harassment and fraud.
•.
The SCP OTS is unique in its ability to detect and foil an accomplice's attempt to activate the threeway call feature by immediately disconnecting the call upon detection. Securus' SCP has the unique
ability to disable three-way call detection on a particular number or groups of numbers, such as
attorneys.
Securus' patented method of preventing three-way call detection is centered on our sophisticated
ability to identify a specific "click" and associated events. The "click" event is easily discernable
from any sound that is created through normal speech. The specific sound characteristics that
distinguish a hook flash is a very short burst of sub 300Hz energy followed by a very abrupt cutting
of the signal source. Any sound created by a human voice box that has a great deal of sub 300Hz
energy will have a sound "tail" associated with it. This is generally conclusive evidence that the
sound was created by something other than a hook flash. So, the three-way detection algorithm
looks for an impulse of sub 300Hz that was not obviously caused by a human voice.
Three-way call detection is active from the moment the called party has the ability to answer the
caII and prior to call acceptance. Upon detection of a three-way caII, the call will be disconnected
immediately, should that option be selected by the facility.
The SCP OTS provides the ability to search call detail records search for attempted three-way calls.
The following figure provides an example of the user interface, which indicates the three-way
calling search criteria and search results.
•
96
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[;:} SECUflUS.
---
Three~Way
Call Search
Proprietary and Confidential
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Securus Three-Way Prevention System Patents
Securus' three-way prevention system has been awarded several patents and is one of the best
three-way detection systems in the world. With the release of the SCP's new digitally clean line
transmission; our three-way prevention system has increased its capabilities to efficiencies never
before achieved.
Securus' patented three-way call detection feature has been proven and certified in independent
tests, such as the SID BRIDGE study. Securus commissioned SID BRIDGE Consulting to the accuracy
of our three-way detection technology. The SIDBrDGE study coHected and audited ca11 recordings
and event logs for approximately 6,000 calls. This independent test revealed our overall success
rate to be in the mid to high 90s; most significantly, the system accurately detected and prevented
illegal three-way call attempts .
•
_____
~ SECU~_l:JS-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
97
2.12.2
The offender telephone system must provide an immediate and selective shutdown via a kill
switch placed at the following state agency locations:
a. at the demarcation location - which shall shutdown all telephones in the institution~
b. at the central control center - which shall shutdown select or all telephones in the institution;
c. at the
and
si~lect
housing units - which shall shutdown select or all telephones in the housing unit;
d. through the software provided for accessing offender telephone calls.
wf Securus has read, agrees, and complies.
Securus will have the necessary OTS software capability and will install the necessary wiring and
associated kill switches for immediate and selective shutdown of telephones at the following
locations:
•
At the demarcation location, which will shutdown all telephones in the
institution - The OTS will be configured with manual kill switches at the demarcation
location at each institution that are capable of shutting down all telephones in the
institution.
•
.
At the central control center, which will shutdown select or all telephones in the
instituttion - The OTS will be configured with manual kill switches at the central
control centers that are capable of shutting down select or all telephones or any
individual phone.
•
At the select housing units, which will shutdown individual or all telephones at
select housing units - The OTS will be configured with manual kill switches at select
•
, housing units that are capable of shutting down select or all telephones in the housing
unit.
•
Through the software provided for accessing offender telephone calls - The SCP
OTS provides complete flexibility in disabling telephone use at any time of day through
manual intervention or preset calling schedules. A "Remote Kill Switch" function is
provided through the S-Gate interface. Any individual phone via the S-Gate user
interface will be configured to allow authorized users the ability to shut down access to
telephones.
Remote Kill Switc:h
The Remote Kill Switch function allows authorized users that have highly secure credentials to
immediately disable a call in progress, a specific telephone, group of telephones, or entire facility,
using any PC with access to the Internet. Securus is one of the on1y providers to offer this capability
to authorized users, anytime, from anywhere, 24x7. This is a major timesaving convenience for all
participating users. This function allows authorized users to either kill the call immediately or allow
the current call to finish while not allowing any more calls.
If the facility needs predetermined schedules to shut off the phones during certain times of the day
or night, automated calling schedules can also be assigned. Automated calling schedules relieve
the facility staff from manually performing this task on a daily basis.
98
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECUBUS.
.,..;....,;-._
•
Calling schedules control when offenders can place calls by setting multiple on- and off-times of
day, within a week, and by day of week. Calling schedules can be configure~ and applied to
individual phones, groups of phones, individual offenders, and globally. Additionally, the calling
schedules can be configured to allow special calling times on holidays if desired.
The following figure depicts the user interface to access the remote kill switch.
Remote Kill Switch
Proprietary and Confidential
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•
[;::> SECl,JBl)S.
...-....;._.._
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
99
The following figure provides an example of the user interface to set calling schedules.
Defining Call Schedules
Proprietary and Confidential
Cencral
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•
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2.12.3
rl
The offender telephone system must provide a dial tone to all offender telephones at the same
time.
Securus has read, agrees, and complies.
The offender telephone system will be configured to provide a dial tone to all offender telephones
at the same time. As a security feature, the offender is never presented with true "dial tone" from
the LEC central office/public switched telephone network, but is instantly given voice prompts once
a telephone handset is in an off-hook condition,
100
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 securus Technologies, Inc. All rights reserved.
~ SECIJ~._us_·
•
Securus will install maximum bandwidth at each facility to support a no blocking environment.
Current usage statistics included with this RFP show that offender call concurrency is consistently
less than the total number of phones installed. Securus would like to discuss our engineering
methodology and call concurrency experiences in an effort to optimize bandwidth requirements.
With our central processing system and its network capacity, Securus can scale to many times our
current capacity within the current architecture and design.
2.12.4
fl
The offender telephone system must process calls on a selective bilingual basis that allows the
offender to select the preferred language utilizing a code on the keypad (i.e. "I" for English and
"2" Spanish).
·
Securus has read, agrees, and complies.
The SCP OTS processes calls on a selective bilingual basis that allows the offender to select the
preferred language using a code on the keypad. The default setup provides message prompts in
both English and Spanish. Additionally, the system can be configured to enable custom language
prompts in several other languages, such as Navajo, Portuguese, Vietnamese, Polish, and Russian.
•
The SCP's automated operator uses clear and concise, professionally recorded voice prompts to
assist the offender throughout the calling process. During call acceptance, the called party receives
concise voice prompt instructions, based on your security requirements and configuration of the
SCP. For example, the SCP OTS can be configured to do the following by using a code on the keypad:·
•
Allow the called party to receive a voice prompt in the language selected by the
offender
•
Allow the called party to receive a voice prompt in English first, and then in the
language selected by the offender.
To further assist in the call process, Securus provides durable printed dialing instructions at each
offender telephone location in English, Spanish, and other languages as requested. As a security
measure, Securus uses materials and techniques appropriate for the correctional environment that
explain the process in a clearly defined and easy to read manner.
2 .12.5
tf
The telephone reception quality received through the offender telephone system must be equal to
the tone quality offered to the general public and meet telecommunication industry standards for
service quality. The state agency shall have final approval ofreception quality.
Securus has read, agrees, and complies.
The SCP OTS reception quality received through the SCP OTS will be equal to the tone quality
offered to the general public and will meet telecommunication industry standards for service
quality. The state agency will have final approval of reception quality.
•
Securus is proposing to install all new offender telephones to be used with the Securus SCP OTS
system. Telephone reception quality can be impacted by the use of inferior offender telephones.
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
101
Securus uses only industry standard offender phones that have been designed for the harsh
environments of prisons. Securus will seek state agency final approval of reception quality that will
include acceptance of the actual quality of the offender phone as well as quality of service to the
general public.
2.12.6
•
The offender telephone system must include a fraud prevention feature that shall randomly
interject pre-recorded announcements to the called party throughout the duration of the
conversation indicating the source of the call. The fraud prevention shall not allow the offender
to interfere with these announcements.
Securus has fE!ad, agrees, and complies.
The SCP OTS includes a fraud prevention feature that interjects random announcements (Voice
Overlay) during each call to the called party throughout the duration conversation indicating the
source of the call.
The state agency has the option of configuring the overlay message to play at one-minute
increments, or any random setting. An example of a voice overlay message is, "This call is from a
Missouri Correctional Institution." The offender is unable to interfere with the announcements.
2.12.7
"
The TDDs provided with the offender telephone system must be compatible with the standard
telephone devices provided with the offender telephone system.
•
Securus has read, agrees, and complies.
The TDDs provided with the SCP OTS are compatible with the standard telephone devices provided
with the OTS. Additionally, Securus will provide accommodations necessary to comply with the
Americans with Disabilities Act (ADA). Securus' program for offenders who are deaf or hearing
impaired provides those offenders the ability to place outgoing telephone·calls using a TTY (Text
Telephone) device that is integrated with the OTS.
The technology that will be provided uses dedicated ports on the SCP system and eliminates the
need for a correctional officer or a staff member to initiate the call process. Integrating the TTY calls
through the OTS allows for various policy and security measures that the facility can specify, such
as time limits, call recording, remotely printing the content of the calls, and prevent redialing.
Offender Call Using TTY Phone Calling Another TTY (TTY to TTY)
When a hearing impaired offender places a call utilizing a TTY phone to a friend or family member
utilizing a TTY phone, the same call restrictions associated with other OTS calls will apply. Collect
or pre-paid charges to the called party will be rated and billed by Securus. Offenders can also place
debit calls.
•
102
Missouri !OOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECUR._~s_·
Offender Call Using TTY Phone Calling Through Relay Service Operators (TTY to TRS)
The offender calling process is initiated when the offender types the information into the TTY
device, which dials out through the SCP to the state's Telecommunication Relay Center (TRS). The
information will include the offender's PIN along with a preset toll-free number that dials directly
to the TRS operator. With TRS, a special operator communicates back to the offender to confirm the
connection and begins the call connection process to the called party. Collect call charges to the
called party will be rated and billed by the relay service provider.
Securus wm provide the Superprint 4425 portable TDD model phone. The following information is
the manufacturer-provided specifications:
•
•
•
•
•
2.12.8
fl
•
Built-in, 24-character printer
Three selectable print sizes
32kmemory
Date and time printed at the beginning of each call
•
•
Turbo Code® and Auto JDTM
•
Arrow keys for easy review of memory
•
Convenient GA/SK keys
•
Easy-touch greeting memo
•
Baudot code (45.5 / 50 baud rate)
•
•
Sticky key feature (for single-handed typing)
•
Model CT-178ADP .
•
FCC Registered: lUBUSA-74411-CC-T
Built-in ring flasher
ASCII code is available
The offender telephone system must provide for continuous on-line diagnostics and continuous
supervision, as well as local remote ofiline system control access for advanced programming
and diagnostics. The offender telephone system must provide access to the built-in advanced
diagnostics and program control by the service center personnel and shall provide failure reports,
service history and other diagnostic information.
Securus has read, agrees, and complies.
The Securus SCP OTS is constantly monitored by Securus employees from our Network Operations
Center (NOC) at our headquarters location in Dallas, Texas. This service center is staffed 24x7x365
by network experts who are certified in the systems and software used to monitor all SCP functions
and equipment, as well as the associated network. The NOC maintains failure reports, service
history, and other diagnostic information, which will be available to the state agency when
requested .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
103
The SCP OTS provides continuous online diagnostics and continuous supervision, as well as local
remote offline system control access for advanced programming, diagnostics, and troubleshooting.
The Securus SCP OTS will provide access to the built-in advanced diagnostics and program control
by Securus service center personnel and will provide failure reports, service history, and other
diagnostic information.
The entire state agency SCP OTS installation will be continuously monitored. The NOC will maintain
the names and contact information for each Securus employee supporting the state agency. They
will be accountable for any actions required to prevent or repair any outages. Securus will follow
the state agency protocols for communicating outages or repair actions in the unlikely event these
occur.
Premium Network Monitoring Capabilities
Securus proactively identifies potential system and network abnormalities through a centralized
diagnostic application, Orion by Solar Winds. This network management software allows Securus
personnel to continuously monitor all hardware, software and
system metrics.
NOC Monitoring Center
Through our network monitoring practices, we are able to
complete the following functions:
•
Enable proactive repairs to a system to prevent it
from going: down. Many times corrections are made
before a system shows signs of an issue and before the
facility is aware of a problem. This means less down
time and increased system reliability for the facility.
•
Alert remote or on-site engineers of any system
threshold inconsistencies or alarms. If detected:
o
Alerts are sent to the NOC to track the event
o
The NOC communicates with engineers through
e-mail, short message service (SMS), or directly
through a wireless phone to address the issue.
•
NOC Administrators monitor, diagnose and
•
Receive real time alerts when the system detects an resolve any system or network
abnormalities in the Securus Network
error.
Operations Center.
o Identifies if the network elements health
threshold has been exceeded or if any other potential system issue has been
discovered.
o Establishes volume thresholds for each transport carrier on core node equipment at
each data center, alerting Securus personnel of possible carrier network issues.
•
Monitor call traffic patterns, b_andwidth detail, and network life cycle management
to ensure sufficient resources are in place. A separate capacity engineering team
reviews call traffic volume reports and storage requirements throughout all systems.
104
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
r:::l SECURUS.
::.:..;, __ _
•
•
Centrally monitor all calling traffic and reporting to determine if increase or
decreases in the number of telephones are needed. Upon agreement by the state
agency, the service and operations team will install any additional telephones required.
System administrators make scheduled inspections of all systems and routinely perform
preventative maintenance and software enhancements. A production change control steering group
controls these activities. Additionally, change control practices have been reviewed and are
compliant with Sarbanes Oxley standards.
Remote Programming, Diagnostics, and Troubleshooting
The Securus NOC uses the Orion network monitoring application to constantly "ping" and watch the
health of the OTS. We are constantly checking the system to ensure optimum performance and to
anticipate the need for additional network or capacity.
Securus Network Operations Center
•
Visual monltoring in our NOC is achieved through the utilization of seve:ral key screens that are
•
constantly being updated and monitored by our personnel in our NOC. For example, the following
figure is a s<::reen shot of the monitoring screen that is used to continually ping and monitor
equipment on-site at your facilities .
~
SECl),Bµs·
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
105
Adtran and Connection
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The upper left hand corner of the screen depicts the average response time from the ping test
and the resulting packet loss. In the event the standard parameters are not met, the system will
provide an alarm and NOC personnel are required to take specific actions to ensure that were
are meeting our own quality standards. Importantly, if the state agency requires additional
standards above our Securus rigid quality objectives, Securus will work with the state agency to
incorporate those standards for your installation. The Securus NOC is a sophisticated, complete
network monitoring center that is staffed by our own employees and uses the latest state-of-art
monitoring software.
•
The following figure depicts the screen used to monitor our private network and the "traffic"
that is being processed in our network.
•
106
Missouri li>OC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights resel"\led.
~
SECl)RUS"
Interface, MPLS Circuit, and Traffic
Proprietary and Confidential
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This screen will monitor offender-calling traffic. This tool is very critical to ensure that the quality
of the network is maintained.
2.12.9
•
tf
The offender telephone system must include an uninterruptible power supply source capable of
supporting the system for a period of at least ten ( 10) minutes, in the event of a power failure.
This is to ensure there is no loss of recordings or "real time" call data.
Securus has read, agrees, and complies.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
107
The SCP-OTS will include an uninterruptible power supply (UPS) source capable of supporting the
system for a period of at least 10 minutes, in the event of a power failure. In addition to the
equipment on-site, Securus operates and maintains major data centers. Each data center has its
own UPS and generator to ensure maximum facility uptime. The centralized data center that will be
used for the state agency OTS uses UPS and generator power backup to ensure uninterrupted
power delivery.
Additionally, the SCP OTS includes an uninterruptible power supply (UPS) source capable of
supporting the on-site equipment system for a period of at least 20 minutes in the event of a power
failure. This will ensure no loss ofrecordings or real-time call data in the system.
2.12. 10 The offender telephone system must burn a copy of a recorded call and detail from multiple
facilities at 011e time to a CD on an as needed basis. The burned copy shall produce transfer
recordings with virtually no loss in quality.
ff
Securus has read, agrees, and complies.
The SCP OTS provides the ability to burn a copy of recorded calls and detail from multiple facilities
at one time onto a CD, DVD, or other electronic medium for transport, or replay on any computer
with appropriate audio capabilities on an as needed basis. All burned copies will produce transfer
recordings with virtually no loss of quality of the recording.
Securus offers user selectable audio format and file compression images for downloading these
conversations. The formats offered are WAV, OGG, MP3, and GSM with the ability to download these
audio formats as an ISO, WinZip or TAR GZ compressed image. The S-Gate user-friendly interface
supports "point and click" selection of these formats and compressed images, as depicted in the
following figure.
•
•
108
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus fechnologies, Inc. All rights reserved.
t:::l SECIJRUS.
-----
Recording Management
Proprietary and Confidential
Compression Method
CD or DVD Election
•
{a) s.coMs l«af
((J)MifU.t:ITotal
Check Audio Format Selections Above
2.12.11 All offender telephone system wiring distribution shall become the property of the State of
Missouri at the conclusion of the contract.
·
fl
Securus has read, agrees, and complies.
Securus agrees that all SCP OTS system wiring distribution will become the property of the State of
Missouri at the conclusion of the contract.
2.12.12 The offender telephone system must allow the state agency to block a call from recording for a
specified period of time. The offender telephone system must automatically begin recording
once the allotted time bas passed.
wf
•
Securus has read, agrees, and complies.
The SCP OTS will allow the state agency to block a call from recording for a specified period of time .
Once the allotted time has passed, the SCP OTS will automatically begin recording.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
109
2.12.13 It is highly desirable for the offender telephone system to allow the state agency to set a period
of time in which any calls to a specified telephone number are indefinitely blocked from
playback by users, however, still recorded to the server. The record of the call should still show
in the call detail report, however, block the user from playing back the call. Access to the
recording must be made available to the state agency upon request to the contractor.
If
Securus has read, agrees, and complies.
Securus can comply with this highly desirable specification. The Securus SCP enables authorized
users to configure the OTS to record specific calls, but block users indefinitely from listening to
and/or playing back those calls for a set period of time. The call records will still appear in the call
detail report, but will remain blocked from being played back. The recordings can be enabled for
playback only after an authorized state agency person requests the recorded call to be unblocked.
As an optional feature, authorized users can specify any telephone number as a secure call, which
will require a higher level of access in order to report on or playback these secure calls.
Additionally, the system can hide playback of these recordings as well as hide other information
associated with the recording, such as the offender PIN, phone number dialed, and phone used to
place the call.
2. I 2 .14 The offender telephone system must allow the state agency to have administrative rights to add
and delete state agency personnel that have access to the offender telephone system's software
instantaneously.
·
fl
•
Securus has read, agrees, and complies.
State agency personnel will have access to the SCP OTS for the purposes of adding and deleting
agency personnel instantaneously. This capability is provided through the SCP's management level
security screens, which can be instantly accessed through the Securus S-Gate user interface with
the proper credentials. Authorized users will be presented a screen that will provide the required
options to add or delete users instantaneously and as required.
•
110
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
©ZOU Securus Technologies, Inc. All rights reserved.
~
SECUR.US"
---
Administrative View of Security Template
Propdetary and Confidential
~ Levef:!::!,~~!S!!t
_..,.
Create New Templat&
•
2.12.15 The offender telephone system must be capable of running a user-specific phone list (i.e. state
telephone numbers) and query the calls placed through the offender telephone system statewide
to determine whether calls were placed to these numbers.
wf
Securus has read, agrees, and complies.
The SCP OTS is capable of running a user-specific phone list, such as state telephone numbers. Calls
can be queried that have been placed through the SCP OTS statewide to determine whether calls
were placed to these numbers. This user specific phone list and query will be supported by Guarded
Exchange through their investigative suite of services.
2.12.16 The offend~r telephone system must be capable of generating a single user activity report that
identifies the calls monitored and/or accessed by specific state agency personnel during a
specified titne period.
flf Securus has read, agrees, and complies.
The SCP OTS provides the capability to generate a single or multiple user activity report that
identifies the calls monitored and/or accessed by specific state agency personnel during a specified
time period.
•
Securus' SCP's audit and tracking feature provides the ability to track and log a user's specific
activity for investigative purposes. This feature creates an activity log that can be accessed by
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
111
specified site administrators only or by site personnel with authorized security credentials. The
system tracks user's activity to ensure complete control and audit capabilities by the client.
The following audit capabilities are provided to ensure system usage integrity is maintained at all
times:
•
When
•
How long a user stays in the system
•
Which recordings were monitored or played by that specific user
•
How the recordings were used
at
user logs in to the system
The following figure provides an example of the recording audit log report.
Recording Audit Log
Proprietary and Confidential
scP
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•
112
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus lechnologies, Inc. All rights reserved.
(;:J SEC\)RUS.
~
....--
2.12.17 The offender telephone system must have a feature activation code (i.e. #95) to allow an
offender to place an anonymous call to a predetermined location. The same feature activation
code must be used at all institutions.
fl
Securus has read, agrees, and complies.
The SCP OTS has a feature for offenders to place anonymous calls to a predetermined location. The
feature is configured with an activation code, such as #95, which will be configured for use at all
institutions. The service is en~bled using the SCP Crime Tip or Informant Line feature.
Crime Tip
Securus' Crime Tip feature is an offender crime-reporting tool that provides offenders with a secure
way to provide crime tips and/or leave contact information for follow-up, if they desire. The SCP
system anonymously records all messages left on the Crime Tip Hotline, allowing offenders to
provide crucial information without being exposed as an informant.
For example, offenders can choose to report information pertaining to possible criminal activity,
including narcotics, cell phone smuggling, or other fraudulent activities. Common tips include the
following
•
•
A crime that has already taken place
•
A threat to their safety
•
Anything that they feel necessary to report to the investigative staff
The offender's identity remains anonymous, or the offender may leave a name so the facility can
reward the offender for information leading to the successful prevention of a crime, or the
apprehension of any individual caught in the act of committing a reported crime.
The Securus Crime Tip feature includes the following:
•
A pre-arranged telephone number (designated by the facility), provided to all offenders
•
An option to listen to all or selected recorded messages
•
An option to burn specific information onto CDs for use as evidence
•
A way to generate reports of all recorded messages with the date and time of the
message
•
A way to leave an anonymous reply message to the offender
Informant Line
The Informant Line provides investigators the ability to set up any phone, voice mailbox, or
answering machine to be called by offender "informants" without any indication in the call detail
reports, global lists, or to other offenders. It is a completely anonymous call and all information may
be hidden from normal investigator views .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
113
Informant Line CDR reporting process
Investigator must have security a high level of access to view these calls in a CD R report. If the user
has not been granted access to view "informant line" calls in the CDR report, these calls will simply
not be displayed. Following are the operating characteristics:
1. Investigator navigates to CDR report in S-Gate
2.
Investigator searches by the call type "Informant Line" within the specific time frame
3. Investigator retrieves results
4. Investigator can playback calls if authorized but CANNOT play back calls that have been set
up as Private
5.
Investigator can ONLY see "unlisted" if the option was chosen during set up for the phone
number
6. Station ID /Port Location is hidden if selected to be hidden during set up
7. The Offender ID or PIN is NOT shown on the CDR report
8. Investigator with CDR view access cannot view the set up in the Global List
2.12.18 It is highly desirable for the offender telephone system to be capable of emailing the call
recording and detail from the workstation.
rlf
•
Securus has read, agrees, and complies.
Securus will comply with this highly desirable specification. The SCP OTS provides the capability to
e-mail call recordings and details from the workstations. Recordings can be downloaded from the
system in various formats and copied to a CD, DVD, or any drive (such as a removable flash drive)
available to the user in widely accepted formats for portability and may be e-mailed as well.
2.12.19 The offender telephone system must be capable of limiting the duration of offender calls (e.g.
regular phone calls - fifteen (15) minutes; TDD phone calls - thirty (30) minutes). Upon
disconnection of a call, the offender telephone system must be capable of disabling the offeror's
PIN from use for a specified period of time (e.g. thirty (30) minutes). The offender telephone
system must also be capable of overriding state agency established phone call limits for
iipproved offender phone calls with attorneys.
fl
Securus has read, agrees, and complies.
The SCP OTS provides the capability to limit the duration of offender calls. Duration limits are
variable and can be set by administrators (for example, regular phone calls - 15 minutes; TDD
phone calls - 30 minutes) through the S-Gate user interface. Through S-Gate, state agency
authorized users can set call durations globally, by facility, by phone or bank of phones, as well as
114
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SEGUR.US.
•
by individual phone number and offender account (PIN). Additionally, the system can be configured
to disable the offender's PIN from use for any specified period of time. The SCP-OTS will also be
capable of overriding state agency established phone call limits for approved offender phone calls
with attorneys.
The following figure provides an example for setting the call duration limits.
Setting Call Duration
Proprietary and Confidential
From the Custody Account page,
many offender restrictions can be
enforced such as suspensions
and calling schedules.
r~~ 1------------------...:::======:::::::::::::::==:;;:i-_,
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•
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The SCP OTS can also automatically eliminate all monitoring or recording of special calls, such as to
an attorney, by designating the number as a "private" number. In the event that a retrieval of a
"private" call is attempted, the SCP will inform the user "This call is prohibited from monitoring."
The following figure depicts the screen used to designate a private number .
•
t::> SECl).l;JUS_,___
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
115
Designating a Private Number
Proprietary and Confidential
t.J.Retutft bl Dia! Ust
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•
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2.12 .20 The offender telephone system must be capable of suspending a PIN for a specified period of
time.
S
Securus has read, agrees, and complies.
The SCP OTS provides the ability to suspend offender P!Ns for a specified period of time. The SCP
OTS calling restrictions capability provide PIN suspension features to further assist facility staff in
maintaining control of offender activity.
A single offender's PIN or any number of offenders' PINs may be suspended for a specified time
from either the on-site administrative workstation or an authorized remote workstation. This
suspension feature, frequently used for punitive reasons, allows the facility administrator to deny
116
Missouri l>OC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Sewrvs Technologies, Inc. All rights reserved.
~
SECl)_Jl_its.·
•
telephone privileges to one or more offenders without affecting other offenders who share the
same offender telephones.
The length of time for PIN denial is entered and automatically policed, enforced, and released by the
system. The system will automatically reset the PIN to allow calls on the day requested, with
no manual intervention required. This feature allows offenders, if necessary, to make privileged
calls even while on suspension from other calls. Direct manual control of this suspension feature is
also allowed from the on-site administrative workstations or authorized remote workstations and
may be automated through E-Imports.
2.13
Implementation Plan:
2.13. I
•
'fl
The contractor shall provide the state agency communication manager an implementation plan
within forty-five (45) days after award of the contract. The plan should be coordinated with the
current service provider to ensure minimized disruption in service. The contractor shall complete
the described work within one hundred and twenty (120) calendar days after receipt of the state
agency's written approval of the plan.
Securus has read, agrees, and complies.
Securus will provide our implementation plan to the state agency communication manager for
acceptance within 45 days after contract award. Securus will coordinate our SCP OTS
implementation with the current service providers to ensure minimal disruption of service.
Securus proposes an installation schedule that will ensure all SCP OTS services will be completed in
less than 120 calendar days after receipt of the state agency's written approval of the plan. Our
implementation will result in minimal disruption during the installation, which will include adding
phones where required, administrative work stations, a fully digital calling network, and full
monitoring and recording of all calls except privileged
calls.
Regional Approach
Securus developed a regional approach to completing
our SCP OTS installation in Jess than 120 days. Our
expert Field Services Team, led by the Regional Field
Services Managers a11d Field Services Specialists, will
be deployed based or'l a regional alignment with the
state agency locations.
Each Regional Team will follow the same stringent
schedule and quality control processes and will report
all progress up stream to the Project Management
team .
•
~
-~
SECURUS--....;.-..:-
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
·111
Securus Partnership
Our proposal includes a key strategic partnership with Huber & Associates to provide critical
interfaces to existing banking processes and to provide PIN administration as well as assist the
state agency as needed with reports or administrative assistance.
Securus has also teamed with ShawnTech Communications, Inc. to
provide installation, maintenance and service support for phones,
workstations and associated wiring. By partnering with ShawnTech,
we can maintain the integrity of the existing service program by
retaining the service personnel and their experience. We will also
enhance the service capabilities ofShawnTech by providing new
interfaces into our HEAT trouble reporting system that will
automatica11y notify the technician of a service request and begin the
measurement of performance so that we meet and exceed your service
requirements.
We also have created a partnership with Guarded Exchange LLC who wiJl provide call center
resources and technology that wm not only achieve the State's monitoring goal but will result in
investigators only having to listen to calls that have been prescreened for targeted activity or
actions. We think of it as delivering only the calls that the investigators should listen to as opposed
to having to listen to all calls to achieve the five percent goal. The final implementation plan will
include a coordinated effort between the state agency, Securus and Guarded Exchange.
Preliminary Implementation Plan
•
The success ofinstalling and implementing the state agency's SCP OTS is dependent on adequate
planning and the capabilities and experience of the implementation team. Securus' implementation
process is the result of using proven methods and procedures that have been designed, tested, and
executed to successfully install thousands of offender phone systems throughout the United States.
Securus has installed than 4,500 offender calling platforms across the United States. Securus
currently has more than 1,400 jails and prisons on the SCP platform and each one was installed by
the Securus implementation team. Securus is currently recording more than one million calls per
day on the offender calllng platforms that we have installed.
Securus will use an experienced team guided by a comprehensive implementation plan that will be
communicated and approved in advance by the state agency. We believe our experience, knowledge
of your current operating environment, familiarity with your current offender phone provider's
system and commitment to exceptional quality will create a smooth and effective installation of our
industry~leading platform.
The installation team will follow the state agency approved final plan, and will make sure that each
step and activity is completed with quality to ensure we have a successful implementation. We will
assign a dedicate~d. experienced project manager to lead the installation and he or she will be in
contact with your staff on a planned and scheduled basis, to ensure effective and timely
communication. Only specially trained and certJfied technicians are used to install your system.
118
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 S<!curus Technologies, Int. All rights reserved.
~SECl)~us-
---
•
Integration
Securus has its own dedicated Integration Department that works exclusively on integrating the
various systems and products in the correctional environment This dedicated Integration
Department allows Securus to deliver fast and flexible solutions for our customers. Securus
currently integrates with more than 110 vendors worldwide. Securus is flexible and does not
mandate rigid specifications when working with these vendors.
The most common technologies Securus uses when integrating systems include HTTP, FTP push or
pull of files in any textual format, SOAP Web Services, JSON, XML-RPC, and TCP Sockets. All of these
methods are performed over a secure connection. Securus is able to transform your data format for
insertion into our platform, negating the need for costly code modifications to your system. Securus
integration engineers win consult with your facilities IT department and with system provider
Huber & Associates to determine the best integration strategy for your specific application.
The following figure depicts the Securus and Huber & Associates integrations that will enable the
required file transfers.
•
Securus and Huber & Associates Integration
Proprietary and Confidential
•
Missouri DOC RFP No. BZZ11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
119
Securus will also assign an integration manager who will be responsible for all required
integrations between the Securus SCP OTS and all subcontractors including Huber & Associates,
Guarded Exchange, and ShawnTech Communications. The integration manager will also be
responsible, along with the implementation manager, for coordination with your current provider
and ensuring that there will be no lapse in offender telephone communications during the
implementation of the SCS OTS.
Our Please refer to "Appendix A: Preliminary Implementation Plan," for our preliminary plan that
will be used as a framework toward completing our final plan.
Once installed, the state agency will have access to over 450 features, which are designed to provide
investigators and administrators with innovative tools such as Real-time Remote Call Forwarding
Detection, Officer Check In, Covert Alert, and Barge In, which no other offender communications
provider can offer.
2.13.2
As a minimum, the contractor's implementation plan shall include the following information:
a. The project manager's name and telephone number.
fi
•
Securus has read, agrees, and compJies.
The Securus implementation plan will include the project manager's name and telephone number
and the project manager will be available at that number as required by the state agency.
b. An installation schedule that identifies major project milestones to include the start and
completion date of each milestone and project completion date. The schedule shall include
narrative explanations of the scheduled work.
fl
Securus has read, agrees, and complies.
Please refer to "Appendix B: Preliminary Project/lnstallation Schedule," which identifies major
project milestones including the start and completion date of each milestone and project
completion date. The schedule includes narrative explanations for each schedule activity.
Immediately following the RFP release, Securus spent the time, money and human resources to
fulJy understand the potential challenges and operating environment of each institution. Securus
participated in each site survey at every institution. We look forward to executing on the final
implementation plan.
The following pages provide narrative explanations that explain the scheduled work that will be
completed using our implementation methodology.
Implementa1tion Methodology
The following fi1~ure provides an overview of the Securus five-phase implementation methodology:
120
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[ ; ) SECI)_.
R_~s~
.
Securus Implementation Methodology
Installed in less than 115 days!
Initiation
Planning
Phase
Phase
• Meet with the
state agenc.y ta
conflnn prcject
St;Qpe, Critical
success factors,
Implementation
tlmelfne
• Reconfinn Initial
site-survey resul!:9
• Initiate
Atlvan<:eeonnectT"
account setup
activities
•
• Verify interface
fllefQl'ntats &
transfer prctocols
• Ci:mflmumd
coordinate
materials and HR
• Coard lnate
deliveries
• Coordit1ate
transfer of
network services
• Design file
transport aiteria
• Complete
Integration
Design Plan
• Create baseline
test files
• Complete Prcjed:
Mgmt Plan
• Provide status
reports
• •
Ell'.ecution
Phase
• Complete
pre-!nstallaticm
activities at eacll
facility
•Implement
It1tegrat1on Deslgt1
Plan
• Run lntegratlcm tests
with partners
• Coordinate artover
activities with the
State
• Install phones and
equipment
• Transition service
• Perfonn walkthrough
• Complete all OTS
tests and quality
dleddists
• Completetralning
Monitoring
and
Control
Project
Closure
Phase
• Cunplete dally
diagn0$tlc dled!s
• Monltortran5fer
protocols
• Perfonn quality and
risk contJ'ol
• Provide status
reports
• Prepare for
continuous SCP OTS
monitoring
l4x7X36S
• Ensurea\I
outstanding actions
Cit' deliverables are
complete
• Review project
results with the state
agency
• Transition suppCll't to
the Aa:oont
Management Team
• Obtain Missouri
Department of
Corrections
aa:eptance
A description of each phase of our methodology is provided as follows.
Initiation Phase
Initiation
Phase
Immediately following contract award, the Securus Project Management Team
will host a meeting with the state agency to review project scope, critical
success factors, and the implementation timeline. Securus will confirm and
demonstrate how we plan to meet the instaHation timelines required by the
state agency in this initial meeting.
Site survey information and planned activity will be discussed to ensure our project information is
based on the latest physical characteristics of each location. Based on information collected during
our RFP analysis and site surveys, a portion of the procurement plan will be executed to ensure
timely delivery of equipment and network services.
•
Integration
During the Initiation Phase, the file formats and transfer protocols provided by Huber & Associates
during proposal development are verified with those existing in the current state agency
environment. If necessary, adjustments are made jointly between Securus and Huber & Associates
and documented in preparation for the Planning Phase .
~
SECIJ.fll)S.
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 securus Technologies, Inc. AU rights reserved.
121
Prepaid Collect CaJJ Accounts Transition to SCP
To make certain that existing prepaid account friends and family members will continue to be able
to fund their telephone accounts, Securus will proactively contact each existing account holder to
attempt to open a prepaid account with Securus.
Those friends or family members that currently hold prepaid accounts with your current provider
will be asked to set up a Securus AdvanceConnect™ account
Upon approval from the state agency, Securus will use an auto dialer feature to contact friends and
families of the offenders incarcerated at state agency facilities. This activity is completed before
physical installation activities begin, so the friends and families have ample time to set up an
account with Securus, and at the same time reduce the balances they have in their current
provider's prepaid account or receive refunds from the current provider. Securus will abide by the
"no call list" regulations and may have to contact these set of customers immediately following
installation.
We will use the notification process identified above to make friends and family members aware
that Securus will be the new offender telephone service provider for the state agency on a specified
date. Upon receiving this notification, current prepaid account holders will be able to select the
following options:
•
Setup an AdvanceConnect™ account with Securus
•
Leave a voice message in to request a return call from Securus
•
Listen to a message that will identify the call back number so the called party can contact
Securus
•
This feature has a proven record of success during transitions to Securus with no interruption in
the ability of friends and families to receive phones calls.
Planning Phase
During the Project Planning Phase, the Securus Project Implementation Team
Planning
Phase
will confirm and coordinate material and human resources required for the
project. Travel, facility access, deliveries, and customer training will be
coordinated with the state agency personnel during this phase.
Securus will work directly with all network providers to coordinate the
installation of network services and equipment required for the project. Securus will coordinate all
activities and timelines with the state agency. Securus will request a single point of contact from the
state agency to coordinate and communicate all actions and issues during the installation.
Additionally, the project management plan will be finalized during this phase. The project
management plan wiJJ include the following information:
•
122
•
Finalized Customer Requirements document
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECl,JRus·
•
State Agency Approved Scope Statement
•
Work Breakdown Structure
•
Activity List
•
Schedule
•
Qw1lity Plan
•
Communications Plan
•
Risk Management Plan
Please refer to "Appendix C: Activity List and Work Breakdown Structure," for information that was
developed and used as input for our proposed project plan.
Integration
•
During the Planning Phase, Securus and Huber & Associates wm work jointly to design the fi1e
transport criteria between systems. Specific file conversions, encryption requirements, and timing
of transfers will be identified and documented. Additionally, how files will be transmitted and any
customized integration code will be identified and included in the integration design plan. Baseline
files are created for testing in the Execution Phase.
Execution Phase
Execution
Phase
During Project Execution, Securus Technicians will travel to each location and
complete pre-installation activities in preparation for the OTS cutover. The
pre-installation activities include pre-wiring, hardware staging, and telecom
test and turn-up activities, which can be completed in advance to reduce the
amount of time and complexity of the cutover.
The Securus Project Management Team will coordinate cutover activities with the state agency and
the current services provider to ensure a seamless transition of phone service takes place.
Transition of service can also be coordinated for after hours or during inmate lockdown to limit
service interruptions. If a service interruption is required, the activity will be coordinated with the
state agency at least five business days in advance of the scheduled activity and schedules can be
adjusted to meet the needs of the state agency.
During the cutover, the Securus team will perform a thorough inspection of the installation and will
resolve any potential issues prior to finalizing the implementation. The technicians completing the
installation activity will perform a walk-through with state agency representatives to review all
installation documentation and checklists. The Securus Project Management Team will host a
Customer Acceptance Review Meeting with the state agency before finalizing the cutover at each
facility.
•
On-site training seminars as well as Web-based training activities will occur during this phase of
the project.
~
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Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
123
Preliminary Installation Schedule
Our preliminary installation schedule will provide additional information about the work packages
and sequence of events that will occur during the Execution Phase. After award and during the
project PJanning Phase, the Securus Project Team wiJJ work doseJy with the state agency to make
sure our plan is 100 percent complete and fully accepted by the state agency prior to moving
forward with any Project Execution activity.
Weekly Stakeholder meetings and Project Team "Touch Point" meetings will occur as part of Project
Execution. These meetings will allow both Securus and the state agency to closely evaluate project
activities and provide bi-directional feedback regarding project performance.
Integration
During the Execution Phase, the integration design documented is implemented. All standard and
customized tools are tested using the baseline files captured in the Planning Phase.
Securus will work closely with our partners to implement and fuHy test the necessary data
interfaces to ensure they are fully functional and production ready prior to the OTS transfer. Tests
are run in a parallel test production environment to simulatethe required transfer volumes and
timing.
One to one comparisons are completed between files sent and files received. Any discrepancies are
noted and if necessary modifications are completed to the integration toors and the tests are reexecuted to receive 100 percent accurate results.
Once testing is complete, file transfers are moved to the production SCP OTS environment
•
Monitoring and Control Phase
During the Monitoring and Control Phase, critical project activities, such as
Monitoring
schedule control, quality control, and risk control will be meticulously
and
managed by our project management and quality assurance staff from project
Control
start
to project finish
Phase
All installation quality control checkpoints will be completed as part of the project monitor and
control processes. During the Monitoring and Control Phase, the Sel?urus Project Management
Team will focus on satisfying any outstanding action items. Additionally, the Securus Installation
and Site Engineering Team wil1 exercise daily diagnostic checks and monitoring protocols to ensure
the recently installed equipment is working well and meeting the requirements of the state agency.
•
124
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Secu rus Technologies, Inc. All rights reserved.
~
SECljf::t_us·
Project Closure Phase
During the Project Closure Phase, the Project Implementation Team will
ensure that there are no outstanding actions or deliverables, and will work
Project
with the state agency to review the full implementation project and obtain
Closure
customer acceptance.
Securus will transition support responsibilities to the Securus Account
Management Team for long-term ongoing account support. The Project Implementation Team will
complete all internal updates and project closure activities.
Quality Management Plan
•
The installation schedule includes quality control checkpoints at important stages throughout the
project. The quality control checkpoints are essential elements of the Securus project that ensure
consistent high-quality installations. Securus uses a quality measurement technique, which
identifies and removes the causes of errors, and minimizes variability in the installation process.
Each installation project follows a defined sequence of steps with quantifiable targets. These targets
can be financial or any other area that is critical to our customers .
Quality Control Checkpoint 1: Provisioning
Prior to any on-site installation activity, Securus technicians provision the Securus SCP. The SCP
provisioning activity prepares our system to support the state agency offender calling traffic, and
ensures that all of the necessary applications and calling features are configured. After the customer
provisioning is complete, the Securus technicians submits a quality control review form to the
Engineer, Project Manager, and Account Manager for the state agency project. Each of these Securus
associates must review the customer provisioning "pre-cut" record, and provide verification and
approval.
Please refer to ''Appendix D: Provisioning Checklist," for an example of this quality control tool.
Quality Control Checkpoint 2: Pre-Installation
While on-site, Securus Field Service Technicians complete a checklist to ensure that the physical
installation characteristics meet or exceed Securus standards. Equipment inventory, equipment
location, electrical, network and telecom, and telephone installation standards are reviewed during
this checkpoint.
Please refer to "Appendix E: Field Technician Checklist," for an example of this quality control tool.
•
Quality Control Checkpoint 3: Equipment Testing/Functional Validation
At this stage of the project, the SCP is online and test calls can be performed. This quality control
checkpoint ensures that all SCP calling options are setup to meet the requirements of the state
agency. Test call scenarios are completed and phone labels. call durations, on/off times,
administrative terminals, and other customer configurations are verified .
~
SECIJl=IUS.
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. AU rights reserved.
125
Please refer to "Appendix F: Test Validation Checklist," for an example of this quality control tool.
Quality Control Checkpoint 4: Acceptance
The final quality control checkpoint involves a review by the state agency. During this review, the
Securus Project Team will provide copies of all quality control documents, equipment inventory
records, and network diagrams. The Securus Project Team will host a review of these documents
wlth the state agency. Any outstanding deliverables or service issues will be resolved prior to
completing thE! Customer Acceptance checkpoint.
Please refer to "Appendix G: Customer Acceptance Checklist," for an example of this quality control
tool.
2.13.3 The project schedule should include the following milestones:
a. Site inspection;
b. Site preparation;
c. Delivery of equipment;
d. Cabling installation;
•
e. Equipment installation;
f Software installation;
g. Sy:;tem t~sting;
h. Conversion;
i. Customer training; and
j. Acceptance.
fl
Securus has read, agrees, and
complies.
Our proposed project schedule includes the
foHowing milestones for each region.
126
•
Site inspection
•
Site preparation
•
Delivery of equipment
•
Cabling installation
•
Equipment installation
•
•
Software installation
•
Conversion
•
Customer training
•
Acceptance
System testing
Missou.iri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
~ SECl,JR~S---
Please refer to "Appendix B: Preliminary Project/Installation Schedule," for detailed project
schedule.
The following tables provide a high-level overview of our preliminary project schedule key dates
organized based on the regional territories.
Northwest Region
-
-
PreInstallation
--
!
OTS
Cut-Over
-
-
Maryvi!le Treatment Center
6/16/2011
7/22/2011
7/21/2011
9/15/2011
Crossroads Correctional Center
6/20/2011
8/1/2011
8/1/2011
9/16/2011
Western Missouri Correctional
Center
6/21/2011
8/9/2011
8/9/2011
9/16/2011
Western Reception, Diagnostic &
Correctional Center
6/23/2011
8/18/2011
8/18/2011
9/16/2011
Chillicothe Correctional Center
6/24/2011
8/29/2011
8/29/2011
•
•
Inspection ' Training
Date
Date
_J
I
I
Correctional Facility
l
9/16/2011
Central Region
Correctional Facility
Inspection
Date
Training
Date
PreInstallation
OTS
Cut-Over
Moberly Correctional Center
6/16/2011
7/28/2011
7/27 /2011
9/16/2011
Women's Reception & Diagnostic
Center
6/20/2011
8/5/2011
8/4/2011
9/16/2011
Northeast Correctional Center
6/21/2011
8/16/2011
8/15/2011
9/16/2011
Boonville Correctional Center &
Treatment
6/23/2011
8/23/2011
8/22/2011
9/16/2011
Cremer Therapeutic Center
6/16/2011
7/27/2011
7/26/2011
9/20/2011
Fulton Reception & Diagnostic
Center
6/20/2011
7 /29/2011
7/28/2011
9/21/2011
Tipton Correctional Center
6/21/2011
8/8/2011
8/5/2011
9/22/2011
Algoa Correctional Center
6/23/2011
8/15/2011
8/12/2011
9/21/2011
Jefferson City Correctional Center
6/24/2011
8/23/2011
8/22/2011
9/21/2011
~
SECL:JR,US.
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Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc All rights reserved.
127
Southeast Region
Correctional! Facility
-
. Inspection
Date
!
f
1
I
Training
Date
'I
PreI Installation
Cut-Over
1
OTS
Missouri Eastern Correctional
Center
6/16/2011
7/28/2011
7/27 /2011
9/21/2011
Eastern Reception & Diagnostic
Center
6/20/2011
8/5/2011
8/4/2011
9/22/2011
Potosi Correctional Facility
6/16/2011
8/12/2011
8/11/2011
9/21/2011
South Central Correctional Center
6/20/2011
8/19/2011
8/18/2011
9/22/2011
Ozark Correctional Center
6/21/2011
8/25/2011
8/24/201
9/20/2011
Farmington Correctional Center
6/21/2011
9/2/2011
9/1/2011
9/26/2011
Southeast Correctional Center
6/23/2011
9/9/2011
9/8/2011
9/26/2011
Our process includes multiple tests to ensure that every product and feature is operating correctly
prior to actual cutover. We will verify that all equipment is installed to meet or exceed both our
standards and your expectations.
2.14
2.14.1
fl
Installation Requirements:
•
The contractor shall perform an onsite inspection of the work area prior to proceeding with
work. The contractor shall provide the state agency communication manager a site report of the
work that will be required and identify any pre-existing damage in the work area.
Securus has read, agrees, and complies.
Securus will perform an on-site inspection of the work area beginning any work. Securus will
provide the state agency communication manager a site report of the work that will be required
and identify any pre-existing damage in the work area.
During our on-site inspections, Securus will verify the accuracy of all information collected during
the pre-proposal facility tours to ensure that all information essential to develop our final
implementation plan is accurate.
•
128
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
r=:J SECURl)S-
2.14.2
fJf
The contractor shall not cut into or through girders, beams, concrete, tile, partitions, ceilings or
any other structure at the correctional institution without obtaining prior written approval from
the state agency's communication manager.
Securus has read, agrees, and complies.
Securus will 11ot cut into or through girders, beams, concrete, tile, partitions, ceilings, or any other
structure at the correctional institution without obtaining prior written approval from the state
agency's communication manager.
2. I 4.3
tf
The contractor shall install telephones and telephone equipment in accordance with the
manufacturer's installation instructions.
Securus bas read, agrees, and complies.
Securus will install telephones and telephone equipment in accordance with the manufacturer's
installation instructions.
•
2.14.4
fl
The contractor may use applicable existing telephones, cable, and applicable equipment, if
available. If cabling is required as part of the installation, then the contractor shall provide all
new cable at no cost to the state. The contractor shall mark installed cable on both ends. Cable,
existing and new, shall meet Electronic Industries Alliance (EIA) and Telecommunication
Industry Associate (TIA) standards and comply with the most current National Electrical Code
(NEC) requirements for low voltage cable. Within twenty-four (24) hours after completion of
installation, the contractor shall provide the state agency communication manager signed
certification that all circuits have been tested and all cables, pairs, blocks, frames, and terminals
are legibly marked by the contractor.
Securus has read, agrees, and complies.
In order to eliminate historical problems with telephone maintenance and performance that the
agency has experienced, Securus will use only new industry standard phones that are designed and
proven in the offender telephone environment.
If cabling is required as part of the installation, Securus will provide all new cable at no cost to the
state. We will mark installed cable on both ends. New and existing cable will meet Electronic
Industries Alliance (ElA) and Telecommunication Industry Associate (TIA) standards and will
comply with the most current National Electrical Code (NEC) requirements for low voltage cable.
Within 24 hours after completing the installation, Securus will provide the state agency
communication manager signed certification that all circuits have been tested and all cables, pairs,
blocks, frames, and terminals are legibly marked by Securus.
•
t;:l SECl)l'.JUS.
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Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
129
a. The State of Missouri does not contemplate any services that require compliance with State
of Missouri prevailing wage provisions and requirements. Any services that are detennined to
be subject to prevailing wage requirements shall be provided separately and outside of the
contract.
r/
Securus has read, agrees, and complies.
Securus understands that any services that are determined to be subject to prevailing wage
requirements will be provided separately and outside of the contract.
2.14.5
If
Upon the request of the state agency communication manager, the contractor shall provide, at no
cost to the agency, joint testing of problem or defective equipment.
Securus has read, agrees, and complies.
At the state agency communication manager's request, Securns will provide, at no cost to the
agency, joint testing of problem or defective equipment.
2.14.6
fl
The contractor shall provide and install adequate surge and lightning protection equipment for
all offender telephone equipment.
Securus has read, agrees, and complies.
•
Securus uses both primary and secondary lightening protection per industry and manufacturer
standards. Secondary protection uses the electrical ground, and our equipment is grounded
through the secondary grounding bus.
2.14. 7
fl
The contractor shall install surface or wall mounted telephones, as designated by the state
agency communication manager.
Securus has read, agrees, and complies.
Securus will install surface or wall mounted telephones, as designated by the state agency
communication manager.
2.14.8
fl
The contractor shall clean and remove all debris, resulting for the contractor's work, at the
completion of each workday.
Securus has read, agrees, and complies.
Securus will clean and remove all debris, resulting for our work, at the completion of each workday.
•
2.14.9
If
If the contractor damages the State of Missouri's property, the contactor must restore the
property to its original condition at no cost to the State of Missouri.
Securus has read, agrees, and complies.
If Securus damages the State of Missouri's property, we will restore the property to its original
condition at no cost to the State of Missouri.
2.14. 10 The contractor must install the telephone equipment using security studs to prevent easy removal
of telephone.
fl
Securus has read, agrees, and complies.
Securus will install the telephone equipment using security studs to pre.vent easy removal of
telephone.
2.15
•
Security Requirements:
2.15. 1
5/
The contractor shall provide the state agency communications manager a list of contractor
personnel that require admittance to the correctional institutions. The list shall be submitted at
least forty-eight (48) hours prior to time of required entrance and include the name of the
company, names of employees attending, their social security number, and date of birth: A
security check will be completed with this information prior to admittance to the facility. Facility
staff will accompany the contractors while they are on site. Facility business hours are 7:30 a.m.
through 3:00 p.m. Central Time, Monday through Friday.
Securus has read, agrees, and complies.
Securus will provide the state agency communications manager a list of contractor personnel that
require admittance to the correctional institutions. The list sha11 be submitted at }east 48 hours
prior to time of required entrance and include the Securus company name, names of employees
attending, their social security number, and date of birth. Securus understands that a security check
wi1l be completed with this information prior to admittance to the facility. Securus understands that
facility staff will accompany the contractors while they are on site. Securus understands and will
communicate to Securus provided service staff that facility business hours are 7: 3 0 a.m. through
3:00 p.m. Central Time, Monday through Friday.
Securus personnel are trained and understand the security procedures that are required when
working in a corrections environment. Several of our employees have already been screened and
cleared during the site tours. Securus will follow state agency procedures for security clearance and
will submit required information prior to activity at any state facility.
•
Regarding the Securus partner, Huber and Associates, a number of Huber & Associates' personnel
have already been cleared and granted access to the state agency facilities by using their state
agency issued vendor ID cards. These employees, who service all facilities and locations at the state
agency on a daily basis, are: James Huber, Pam Kroeger, David Frahm, Sondra Allen, Darin Dutcher,·
E':.);
SECURUS"
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. Alf rights reserved.
131
and Matt Sekelsky. Should additional employees require admittance, Huber & Associates agrees to
comply with the above security requirements.
Regarding Securus partner ShawnTech Communications, Inc. it is understood that any contractor
personnel requiring admittance to the facility will require a security check and aH information
should be submitted to the State 48 hours prior to the time of required entrance, including
employees name, social security number and date of birth. The present Missouri Field Technician
Team submits annual clearance check requests in December of each year, at which time their State
I.D. have been renewed for an additional one-year time period.
2.16
2. I 6
V
Replacement of Damaged Product:
The contractor shall be responsible for replacing any item received in damaged condition at no
cost to the State of Missouri. This includes all shipping costs for returning non-functional items
to the con1ractor for replacement.
Securus has read, agrees, and complies.
Securus will be responsible for replacing any item received in damaged condition at no cost to the
State of Missouri. This includes all shipping costs for returning non-functional items to the
contractor for replacement.
2.17
2.17 .1
fl
Training Requirements:
•
The contractor must provide on-site training to at least one state agency staff at each location
where equipment is installed at no cost to the state. Additional training must be provided to new
staff assigned during the contract period on an as needed basis at no cost to the state. Training
manuals must be provided to the state agency's staff during all training programs and shall
become the property of state.
Securus has read, agrees, and complies.
Securus will provide on-site training to at least one state agency staff member at each location
where equipment is installed at no cost to the state. Additional training will be provided to new
staff assigned during the contract period on an as needed basis at no cost to the state. Securus will
provide training manuals to the state agency's staff during all training programs and will become
the property of state.
Securus provides product training covering all features outlined in our proposal. All initial training
is conducted by experienced employees of Securus in person as required and at no cost to the state
agency. Additional and follow up training will be through online instructor-led classes at no cost to
you. Securus will conduct additional training on-site when necessary, such as when a group of users
require detailed information in specific areas of expertise. Securus' training programs enable
agency personnel to use all features the first day of installation. Since applications are Web-based,
most participants find it easy to maneuver through the features immediately.
132
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
In addition to standard training, Securus will work with you to customize your online training to
meet your unique needs. We offer separate classes focused on different agency functions such as
resourceful investigations, well-organized call monitoring, and efficient system administration.
Ongoing training is offered twice a month throughout the year.
Training Course Elements
Securvs is committed to providing your staff with training that will maximize the potential of the
features you selected. Training courses are in a user-friendly task oriented format to teach state
agency personnel what they need to know to do their job. Courses are often separated into modules
based on the types of duties staff members tend to perform using the unique features of the
applicfltion.
The following table presents the standard training elements that Securus provides at no charge.
Training Elements
Course Module
Gettirig Started
•
I
Learn About
] • Logging in for the first time
• Logging in the rest of the time
• Navigating
• Managing your password
User Administration Activities
• Creating and changing user accounts
• Defining a user's role and granting access permission
• Resetting a user's password
• Deactivating and deleting users
• Running user management reports
•
Offender Administration
Activities
•
•
•
•
Adding and changing offender phone accounts
Deactivating offender phone accounts
Administering the phones
Using administrative reports ·
Monitoring Activities
•
•
•
•
•
Reviewing Call Detail Records (CDRs)
Monitoring live calls (as applicable)
Listening to recorded calls (as applicable)
Using monitoring reports
Saving calls and burning to CD (as applicable)
~
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Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securu> Technologies, Inc. All rights reserved.
133
Course Mddule
I
Learn About
-
-
Investigation Activities
• Using CDRs for investigations
• Recognizing trends in standard reports
• Using other investigative tools to collect information for
evidence
• Digging into the details
Super User Activities
• Learning time-saving tips and tricks
• Relating to actual agency situations and turning evidence
into intelligence
• Troubleshooting for operational and maintenance staff to
minimize unnecessary service calls
Self·Help Elements
Securus also provides an online self-help system available at all times from a user-friendly "Help"
menu in the application. Keyword searching offers immediate access to the information they are
seeking, or they can follow the table of contents for a full learning experience.
Users can print one topic or the entire help system if a full User Manual is preferred. This method of
"print what you need when you need it," ensures all printed material is updated with the current
released product.
•
Features of the self-help system include the following:
•
Welcome Pages - High-level descriptions of the purpose and function of the selected
feature.
•
How To - Task based procedures to assist users in efficiently using the application to get
their job done. Each topic includes a link to email Technical Support or Training for further
assistance when necessary.
•
What's New - Describes new features in this release with links to more details or task
based instructions.
•
Related Topics - Links to similar topics users may find beneficial.
•
Pop-up Definitions - Glossary Terms and Index words are defined at the click of a mouse
without having to leave the topic to assist your users in quickly assimilating new concepts
and technology.
•
Tips and Tricks - Short cuts, helpful hints, and advanced topics for highly skilled users
looking to improve their performance.
•
Solutions in S-Gate - Real world examples of how to use S-Gate to help you solve or
prevent crime.
•
Frequently Asked Questions (FAQ)- Common questions and their answers.
134
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
t::"J SECU~l)s·
------
•
Troubleshooting - Self·help to help your users figure out unexpected results and what to
do next to get back on track
•
Reference - Handy reference material such as international dialing codes are available for
your user's convenience.
•
Features that are in development include the following:
•
Show Me tutorials - Video clips to support users in learning more complicated tasks.
•
Feedback Mechanism -"Was this Helpful?" and "Did you Find what you're Looking for?"
surveys for authors to improve content based on what users want to know.
•
Advanced management functions - Reports that track how often users access specific
items in the help system assist Securus in identifying areas where usability improvements
or more focused training might be helpful.
The following figure depicts a sample self-help screen.
Self-Help Screen
Proprietary and Confidential
•
_.
.........
-
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4. C..i<.~Ullm101r.to11h!!C!nloa-1At:c<IUl!l)'OUwnloc~
T1>t {INJ.U.TI! NAAlf] G£NERAl. ACCOUNT llFORMATlOH- ~
Qc.<&i..E4ltr;<:ina~ S The Etfltll.ble fS1t mp1ay
6. ~ ~ J.!11¥t C~RO.tKI ~to 1lle~snd S!ttt1g
• EM~M cooneas uls ~ de!~tne a a.war Car an~ •ow <l!I <M bt ....,~
• Olslblt !lf?>~S
S.
'~"-·°""""'I.
• - . • COntfOflog Cuolocll'- • St< 3.W" C.U 0..0.:Ilo<\
set 3-Way Cafl Derectton for a custOdy Aeeount
Coc>r"<"'-
- u ......
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0-.tl Ci:..-,,0 l.SICc '"' j:f'I
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•
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........
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O'-.:z".· ·--'-·'
•
c:J SECURL)S---·
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
135
2. I 7 .2
if
Information pamphlets and posters must be provided for offenders on the use of the offender
telephone system for all applications when requested by the state agency.
Securus has read, agrees, and complies.
Securus will provide Information pamphlets and posters for offenders on the use of the offender
telephone system for all applications when requested by the state agency. Additionally, Securus can
customize posters and pamphlets to be used by offenders in the institutions.
Examples of a few of our pamphlets and posters material are presented in the following figure.
Securus Pamphlets and Posters
•
2.18
2.18.1
136
Fiscal Requirements:
The coniractor shall maintain an accurate, verifiable recording system and tracking system for
substantiating cost recovery payments to the state.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
r;:l SEC\J_.
,F.1._VS_-
•
fl
Securus has read, agrees, and complies.
Securus will maintain an accurate, verifiable recording system and tracking system for
substantiating cost recovery payments to the state.
Internal Controls
Securus has developed the best internal controls in the industry to make sure we follow our
contractual obligations, internal processes and that our information is accurate and its security is
ensured. We are the only offender call platform provider to be Sarbanes Oxley certified. Further, we
are the on1y provider to have achieved a SAS 70 Type II Audit certification. These two certifications
require us to pass rigorous evaluations on internal controls by an outside auditor. Not only do we
have to have solid controls-we have to prove they are effective.
Our internal controls benefit you because you know your information is in safe hands, our systems
are accurate in regards to commission payments and call ratings, and our financial controls are
effective and in place so that we can operate our business in a responsible manner.
I
An Statement on Auditing Standards Number 70 (SAS 70) Type II SAS 70 report certification indicates that an
'
independent accounting and auditing company has successfully completed a comprehensive and in-depth
•
evaluation and testing of internal controls and related activities. This certification demonstrates that the
company has adequate conb'ols and safeguards in place to manage systems and information that
are critical in the performance of our customer obligations. None of our competirors have achieved this
certification and none can provide this level of assurance
to correctional facl!ities-SecunE is unique within the
industry on achieving this importBnt standard
Securus also employs an internal audit team that constantly reviews and audits our systems and
security procedures and verifies our performance compared to our standards.
2.18 .2
fl
The State of Missouri shall bear no responsibility for fraudulent calls or uncollectible calls.
Securus has read, agrees, and complies.
Securus agrees and understands that the State of Missouri will bear no responsibility for fraudulent
calls or uncollectable calls.
REVISED PER AMENDMENT #001
2.18.3
The contractor shall make a payment to the State of Missouri General Revenue, on a monthly
basis, for cost recovery of personnel services incurred by the State of Missouri.
a. Personnel services for the Department of Corrections' employees for system operation:
•
~
SECURus·
---
~issouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
137
Table 1
First year
Second year(+ 3% inflation factor)
Third year(+ 3% inflation factor)
Fourth year{+ 3% inflation factor)
Fifth year(+ 3% inflation factor)
Total Personnel Services
First renewal period, i.e. sixth year(+ 3% inflation factor)
Second renewal period, i.e. seventh year(+ 3% inflation factor)
Monthly
$77,285
$79,603
$81,992
$84,451
$86 985
$410,316
Annually
$927,418
$955,241
$983,898
$1,013,415
$1 043 817
$4,923,789
$89,594
$1,075,132
~92,282
~l,107,386
$181,877
$2,182,518
Securus has n~ad, agrees, and complies.
•
Securus will make a payment, as identified above, to the State of Missouri General Revenue on a
monthly basis for cost recovery of personnel services incurred by the State of Missouri including
required inflation factor for years two through five. Securus will also make the required payments
for any renewal period.
:e
iikyisEfi'.:PER'AMENDMENT;'#oo1
b. The contractor shall be responsible for continuation of monthly payments, so long as the
contract is in effect, during the contract period.
fl
Securus has read, agrees, and complies.
Securus will remain responsible for the continuation of monthly payments so long as the contract is
in effect, during the contract period.
c. In the event that the contract is renewed beyond the initial five year contract period, the
contractor shall provide monthly additional cumulative payments of $1,075,132 during the
first renewal period and $1, I 07,386 during the second renewal period. The contractor shall be
responsible for continuation of monthly payments, so long as the contract is in effect, during
the contract period.
'fJ
Securus has read, agrees, and complies.
Securus will provide monthly additional cumulative payments of $1,075,132.00 during the first
renewal period and $1,107,386.00 during the second renewal period. Securus will be responsible
for continuation of monthly payments, so long as the contract is in effect, during the contract
period.
13a
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011
Sf~curus Technologies, Inc. All rights reserved.
,t:::l SECVR.us·
.;......;...:-
REVISED PER AMENDMENT #001
2.18.4
fl
The contractor shall make a payment to the Office of Administration Revolving Administrative
Trust Fund, on a montply basis, for cost recovery of the Department of Corrections' private
network for data connectivity including disaster recovery considerations.
Securus has read, agrees, and will comply.
a. Data connectivity for the Department of Corrections' private network including disaster
recovery considerations:
Table 2
First year
Second year(+ 3% inflation factor)
Third year(+ 3% inflation factor)
Fourth year(+ 3% inflation factor)
Fifth year(+ 3% inflation factor)
Total Data Connectivity
•
First renewal period, i.e. sixth year(+ 3% inflation factor)
Second renewal period, i.e. seventh year(+ 3% inflation factor)
fl
Monthly
$40,964
$42,193
$43,459
$44,763
$46,105
$217,483
Annually
$491,568
$506,315
$521,504
$537,150
$553 264
$2,609,801
$47,489
$48 913
$96,402
$569,862
$586.958
$1,156,820
Securus has read, agrees, and complies.
Securus will make a payment to the Office of Administration Revolving Administrative Trust Fund,
on a monthly basis, for cost recovery of the Department of Corrections' private network for data
connectivity including disaster recovery considerations as outlined in this payment structure.
REVISED PER AMENDMENT #001
b. The contractor shall be responsible for continuation of monthly payments, so long as the
contract is in effect, during the contract period.
fll
Securus has read, agrees, and complies.
Securus will be responsible for continuation of monthly payments, so long as the contract is in
effect, during the contract period .
•
~ SECU_FJl.)S.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
139
c. In the event that the contract is renewed beyond the initial five year contract period, the
contractor shall provide monthly additional cumulative payments of$569,862 during the first
renewal period and $586,958 during the second renewal period. The contractor shall be
responsible for continuation of monthly payments, so long as the contract is in effect, during
the contract period.
wf
Securus has read, agrees, and complies.
In the event that the contract is renewed with Securus beyond the five year contract period,
Securus will provide monthly additional cumulative payments of $569,862.00 during the first
renewal period and $586,958.00 during the second renewal period. Securus will be responsible for
continuation of monthly payments, so long as the contract is in effect, during the contract period as
outlined in the payment table.
2.18.5
The contractor shall mail two separate monthly payments based on the Table 1 and Table 2
above to:
Office of Administration
Information Technology Services Division
Attn: Arlan Holmes
Truman State Office Building, Room 280
30 I West High Street
Jefferson City, MO 6510 I
•
tf Securus has read, agrees, and complies.
Securus will mail two separate monthly payments based on the Table 1 and Table 2 to the following
address:
Office of Administration
Information Technology Services Division
Attn: Arlan Holmes
Truman State Office Building, Room 280
301 West High Street
Jefferson City, MO 65101
2.18 .6
'fl
The state may elect at some future date to change the structure of the remittance. On such
occurrence, the contractor shall be responsible for implementing a remittance structure designed
by the state which would allow the reduction or increase to some portion of the call cost to the
called party.
Securus has read, agrees, and complies.
Securus understands that the state may elect at some future date to change the structure of the
remittance. Securus will be responsible for implementing a new remittance structure designed by
the state, which would allow the reduction or increase to some portion of the call cost to the called
140
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~SECU".1l:l5-
---
•
party. Securus requests the opportunity to provide counsel and suggestions to the state agency
prior to final determination of changes to the remittance structure.
The Securus account team will meet with the state agency on a quarterly basis (at a minimum) to
discuss new products and services among other strategies. In the event that any new product,
service, or change in existing service materially affects the structure of remittance, Securus would
like the opportunity to discuss such change, and the potential impact to vendor costs, with the state
agency.
2.18. 7
C
•
In the event the contractor desires to increase/decrease billing charges for regulated taxes, fees,
surcharges, other than those authorized at time of award, the contractor should notify Office of
Administration - Information Technology Services Division (OA/ITSD) within thirty (30) days
after the contractor is notified of the requirement of the change. The contractor's notifications to
OA/ITSD should include a copy of the contractor's authority to charge any additional taxes,
fees, surcharges, etc.
Securus has read, agrees, and complies.
In the event that Securus desires to increase/decrease billing charges for regulated taxes, fees,
surcharges, other than those authorized at time of award, Securus will notify the Office of
Administration - Information Technology Services Division (OA/ITSD) within 30 days after Securus
is notified of the requirement of the change. Securus' notifications to OA/ITSD will include a copy of
Securus authority to charge any additional taxes, fees, surcharges, and so forth .
•ADDED PER AMENDMENT .#001
2.18.8
•
~
The contractor must begin making the monthly payments for personnel services for the
Department of Corrections' employees for system operation and data connectivity for the
Department of Corrections' private network including disaster recovery considerations utilizing
a phased approach until all facilities have been fully implemented and accepted. The contractor
must begin making monthly payments to the state for a facility once implementation is
completed and accepted by the state agency regardless of day of the month the facility is
implemented and accepted. The contractor and state agency shall establish a mutually agreed to
implementation plan upon award of the contract. The contractor must make the monthly
payment listed below for each of the facilities that has been fully implemented and accepted by
the state agency .
SECU81J.S.
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
141
Table 3
LOCATION
Eastern Reception & Diagnostic
Con·ectional Center
Boonville Correctional Center &
Boonville Treatment Center
Crossroads Correctional Center
Data connectivity for the
Department of Corrections '
private network including
disaster reco-very considerations
monthly payment
$6,407.99
$3,396.48
$3,141.92
$1,665.34
$3,509.59
$1,860.22
Southeast Correctional Center
$3,958.44
$2,098.12
Chillicothe Correctional Center
$2,855.42
$1,513.48
Western Missouri Correctional
Center
Farmington Correctional Center
$4,674.68
$2,477.76
$6,291.00
$3,334.47
Ozark Correctional Center
$1,551.86
$822.54
Fulton Reception & Diagnostic
Center
Cremer Therapeutic Center
Algoa Correctional Center
$3,108.49
$429.75
$1,647.62
$227.78
$3,669.55
$1,945.00
Jefferson City Correctional Center
$4,705.72
$2,494.21
South Central Correctional Center
$3,958.44
$2,098.12
Maryville Treatment Center
$1,339.37
$709.92
Potosi Correctional Center and
Mineral Area Treatment Center
Missouri Eastern Correctional Center
$2,155.89
$1,142.70
$2,626.22
$1,392.00
Moberly Correctional Center
$4,297.46
$2,277.82
Northeast Correctional Center
$5,028.03
$2,665.05
Western Reception, Diagnostic &
Correctional Center
Tipton Correctional Center
$3,724.46
$1,974.11
$2,845.87
$1,508.42
Women's Reception and Diagnostic
Center
Central Regional Investigations
$4,741.53
$2,513.19
$0.00
$0.00
Western Regional Investigations
$0.00
$0.00
Eastern Regional Investigations
$0.00
$0.00
Central Office
$0.00
$0.00
$1,284.46
$680.81
St. Louis Community Release Center
142
Personnel services for
the Department of
Corrections' employees
for system operation
monthly payment
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. Alt rights reserved.
•
•
~ SECU..RUS.
----
Table3
LOCATION
Kansas City Community Release
Center
TOTAL
flf
Personnel services for
the Department of
Corrections ' employees
for system operation
monthlv vavment
Data connectivity for the
Department of Corrections '
private network including
disaster recovery considerations
monthly payment
$978.87
$77,285
$518.84
$40,964
Securus has read, agrees, and complies.
Securus will begin making the monthly payments for personnel services for the Department of
Corrections' employees for system operation and data connectivity for the Department of
Corrections' private network including disaster recovery considerations using a phased approach
until all facilities have been fully implemented and accepted by the state agency.
•
Securus will begin making monthly payments to the state for a facility once implementation is
completed and accepted by the state agency regardless of day of the month the facility is
implemented and accepted. Securus and state agency shall establish a mutually agreed to
implementation plan upon award of the contract. Securus will make the monthly payment listed in
Table 3 for each facility that has been fully implemented and accepted by the state agency.
2.19
Pre-Paid Caller Account Management Requirements:
2.19.1
'1
The contractor must provide a toll free number for an offender's family/friends to call in order to
speak to a live operator or customer service representative to assist them in establishing or
maintaining their pre-paid accounts.
Securus has read, agrees, and complies.
Securus will provide a toll free number for an offender's family /friends to call in order to speak to a
live operator or customer service representative to assist them in establishing or maintaining their
prepaid accounts.
Securus Correctional Billing Services (SCBS) will provide a comprehensive solution suite that
provides the offenders' friends and family members' complete assistance with account funding,
account maintenance and inquiries. Friends and family can use our toll-free number (1-800-8446591) to speak directly to an agent, or to take advantage of our easy to use automated system to
help them with their needs. For added convenience, we also offer personal account access via the
following methods:
•
SCBS Website - www.correctionalbillingservices.com
•
SCBS e-mail address- customer_service@correctionalbillingservices.com
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
143
Our friendly and knowledgeable agents can help customers with the following:
•
•
Making payment arrangements
•
Resolving complaints
•
Blocking and unblocking numbers
•
•
Reviewing call durations and history
Setting up and funding accounts
Learning about Western Union
options
•
Receiving information on new
services
•
•
Confirming originating facility
•
Answering questions and helping
customers with refund requests
•
Managing account notifications
Reviewing account balances
We believe that customer service is too important to completely outsource to an outside vendor.
We routinely survey our customers and measure satisfaction ratings so that we can find ways to
improve our service levels. Our customer service agents are highly trained on offender telephone
system issues and in satisfying the specific needs of called parties. We offer both English speaking
and Spanish speaking agents.
·
•
Securus "In-House" Customer Service Center
In September of 2009 in an effort to provide superior customer service Securus made a decision to
bring our customer service center in-house. We believe that customer service is not a function that
should be outsourced to an outside vendor. This decision is an investment in service that cost
Securus millions of dollars. However, we believe that the improved customer service to friends and
family members was worth the additional expense.
In 2010 we spent approximately $10 million dollars specifically for the
operational expense incurred to run our customer service center. Today Securus
operates a 250-seat customer service center located in Carrollton, Texas, and all
customer service representatives and managers are direct employees of Securus.
This is significant to the state agency because we can make moves, adds, and
changes without the necessity of involving outside third-party service providers.
No other national phone vendor of our size can make this claim. We diligently
measure and analyzed customer satisfaction levels each month and take action to
make improvements as needed.
Friends and family calls are routed to trained customer service representatives depending on their
service need. This feature promotes quicker call resolution and customer satisfaction by delivering
144
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reseived.
~ SECl,J~l.)s·
__, _ _
•
cellls to individuals who are experts in handling that specific call type. Securu£also developed a plan
for business continuity in case of a natural disaster.
(
All newly hired customer service agents receive 120 hours of
training, which includes exams to verify competency and grasp of
material, such as products, procedures, and policies. Once the new
hires complete their training they still receive regular coaching
ar1d feedback occur on the job, and refresher training is given as
needed. Furthermore, all customer service managers are required
to listen to live calls to ensure that we are inspecting what we
e><:pect from our customer service representatives.
'
\
Extensive
Training
Customer Service Agents
receive a minimum of 120
hours training.
'
'
Additionally, the effectiveness of the call center is measured by several factors. One specific tool is
the Asher survey. The survey is randomly given to friends and family members who contact our
service center. The Asher survey consists of seven questions and friends and family members are
asked to score questions 1 to 6 on a scale from best (5 points) to the worst (1 point).
•
Since the Securus customer service center came online, our customer satisfaction scoring has
increased month to month, and is now more than 20% better than it was when we used the
"industry standard" approach of outsourcing customer service .
Again, it is Securus' goal to reduce the burden on the state agency by optimizing the convenience to
the public and provide answers to any questions raised by friends and family members of
offenders. Facilities can significantly reduce staff involvement allowing Securus to handle routine
questions and issues that arise. Securus provides a number of self-service and assisted channels for
funding accounts and resolving friends and family issues related to communications. We believe
our comprehensive funding mechanisms ultimately create more completed calls.
To maximize convenience, Securus has several sources of assistance:
2.19.2
fl
•
24x7x365 automated phone access (English and Spanish)
•
24x7x365 customer service representatives available through the call center (English
and Spanish)
•
Website access (www.correctionalbillingservices.com)
The contractor must provide a website for an offender's family/friends to access in order to
establish or maintain their pre-paid accounts.
Securus has read, agrees, and complies.
Securus will provide a Website for an offender's family /friends to access in order to establish or
maintain their pre-paid accounts.
•
The Securus ~CP OTS will provide the called party with the ability to establish a prepaid account
with Securus to receive prepaid collect telephone calls from an offender. The offender's friends and
families are able to establish prepaid collect call accounts with Securus through our internal
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
145
division, Securus Correctional Billing Services (SCBS) to receive telephone calls from an offender.
SCBS will provide support for called party account setup, billing, and customer service requests.
SCBS provides dedicated customer service to the called parties 24x7x365. For the convenience of
the customer, SCBS also provides personal account setup and access through our Website or by
emailing them directly. Offender's friends and families can access our Website
www.correctionalbillingservices.com to establish or maintain their prepaid accounts.
The following figure presents the SCBS convenient Website.
Securus Correctional Billing Services Login Screen
~SECURUS~
•
Welcon1e!·
to Securus Technologies
Click here to learn more about us
Missouri Department of Corrections
Friends and Family Support
FAQs
Produets Bl Services
Facility Websites .
Why .ere mv <:l!lllS blO(ked';I
Ad-.ranceConne.cC'" Ao;:cun!
00 you w.en! to receive ai11s ftom. ...
Tex.as Oepartment or CrlmlfNll
Justice? Ctlck here
He~.,.
u.n 1 b1ot:1': my phone from
rec-eivirig mmnte.
Hew do r
~c
l can
cp~fl
c:~Us.1
a nl!w phone
r-ec~iv~
.eecoun~
calls"
Serure lnsta:nt iP>lail
•
146
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© :(011 Securus Technologies, !nc. AJ! rights reserved.
~
SECURUS.
......__
2.19.3
C
The contractor must allow a called party to place funds in their pre-paid account via check,
money order, or credit card at anytime. The contractor must also allow a called party to place
funds in their pre-paid account via credit card anytime online or over the phone.
Securus has read, agrees, and complies.
Securus will allow a called party to place funds in their prepaid account via check, money order, or
credit card at any time. Securus will also allow a called party to place funds in their prepaid account
via credit card anytime online or over the phone.
SCBS will provide a comprehensive solution suite providing offenders' friends and family members'
complete assistance with account funding, account maintenance, and inquiries. Friends and family
members are able to make payments through the following options:
•
•
Local telephone companies
•
Securus direct billing
•
Securus prepay payment methods
Securus also partners with national vendors to further facilitate transaction funding (such as kiosk
Securus also accepts payments from national vendors to further facilitate transaction funding (such
as Western Union), Additional payment options include personal checks, credit cards, debit cards,
and money orders. No other offender telephone provider offers more options to help with
completing calls. No other offender telephone provider has as many billing agreements with local
exchange carriers as Securus.
Friend and family members can make a payment on their Account by calling 1-800-844-6591,
logging into "Manage My Account" online, mailing in a money order or cashier's check, or visiting
any Western Union location.
2.20
2.20.l
'flf
Customer Service Requirements:
The contractor's live operator and customer service representative shall be available at no
additional cost to the pre-paid account holders between the hours of 7 :00 A.M. to 10:00 P.M.
(CT) Monday through Saturday, excluding state holidays.
Securus has read, agrees, and complies.
Securus will provide live operator and customer service representatives at no
additional cost to prepaid collect account holders and all other account
holders. Securus customer service is available to friends and family members
24x7x365, which exceeds the requirement of customer service between the
hours of 7:00 a.m. and 10:00 p.m. (CT) Monday through Saturday, excluding
state holidays.
•
Securus is the only OTS service provider in the industry to have created and staffed our own
customer call center for the singular purpose of providing customer services to friends and families .
Our center is located in Carrollton, Texas and is staffed by Securus professional call center
~SECURUS"
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Im:. A\! rights reserved.
147
personnel. Each call center agent is carefully trained and tested before beginning their duties as a
customer service agent and is measured on their ability to solve the callers issue on the first call.
Securus, through its wholly owned subsidiary Securus Correctional Billing Services (SCBS) will
provide a comprehensive solution suite that provides the offenders' friends and family members'
compfote assistance with account funding, account maintenance and inquiries. Friends and family
can use our toll-free number (1-800-844-6591) to speak directly to a "live" agent, or to take
advantage of our easy to use automated system to help them with their needs. For added
convenience, we also offer personal account access via the following methods:
•
SCBS Website -www.correctionalbillingservices.com
•
SCBS e-mail address - customer_service@correctionalbillingservices.com
Our friendly and knowledgeable agents can help customers with the following:
•
Setting up and funding accounts
•
Making payment arrangements
•
Resolving complaints
•
•
Blocking and unblocking numbers
•
Learning about Western Union
options
•
Receiving information on new
services
•
•
Confirming originating facility
•
Answering questions and helping
customers with refund requests
•
Managing account notifications
Reviewing call durations and history
•
Reviewing account balances
We believe that customer service is too important to completely outsource to an outside vendor.
We routinely survey our customers and measure satisfaction ratings so that we can find ways to
improve our servict~ levels. Our customer service agents are highly trained on offender telephone
system issues and in satisfying the specific needs of called parties. We offer both English speaking
and Spanish speaking agents.
Friends and family members are able to make payments through the following options:
148
•
Local telephone companies
•
Securus direct billing
•
Securus prepay payment methods
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
Securus also accepts payments from national vendors to further facilitate transaction funding (such
as kiosk and Western Union) additional payment options include personal checks, credit cards,
debit cards, and money orders. No other offender telephone provider offers more options for
completing calls. No other offender telephone provider has as many billing agreements with local
exchange carriers as Securus.
Friend <Ind family members can make a payment on their Account by calling 1-800-844-6591,
logging into "Manage My Account" online, mailing in a money order or cashier's check, or visiting
any Western Union location.
1
Securus In-House' Customer Service Center
In September of2009 in an effort to provide superior customer service
Securus made a decision to bring our customer service center in-house. We
believe that customer service is not a function that should be outsourced to an
outside vendor. This decision is an investment in service that cost Securus
millions of dollars. However, we believe that the improved customer service
to friends and family members was worth the additional expense.
•
In 2010 we spent approximately $10 million dollars specifically for the operational expense
incurred to run our customer service center. Today Securus operates a 250-seat customer service
center located in Carrollton, Texas, and all customer service representatives and managers are
direct employees of Securus. This is significant to the state agency because we can make moves,
adds, and changes without the necessity of involving outside third-party service providers. No other
national phone vendor of our size can make this claim. We diligently measure and analyzed
customer satisfaction levels each month and take action to make improvements as needed.
Friends and family calls are routed to trained customer service representatives depending on their
service need. This feature promotes quicker call resolution and customer satisfaction by delivering
calls to individuals who are experts in handling that specific call type. Securus also developed a plan
for business continuity in case of a natural disaster.
All newly hired customer service agents receive 120 hours of
training,
which includes exams to verify competency and grasp of
Extensive
material,
such as products, procedures, and policies. Once the new
Training
hires complete their training they still receive regular coaching and
Customer Service Agents
feedback occur on the job, and refresher training is given as needed.
receive a minimum of 120
Furthermore, all customer service managers are required to listen
,..,__ _h_o.u.rs.tr-ai.n.in_g_._ _.,,, to live calls to ensure that we are inspecting what we expect from
our customer service representatives.
Additionally, the effectiveness of the call center is measured by several factors. One specific tool is
the Asher survey. The survey is randomly given to friends and family members who contact our
service center. The Asher survey consists of seven questions and friends and family members are
asked to score questions 1 to 6 on a scale from best (S points) to the worst (1 point) .
•
~ SECUft.US---.---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
149
Since the Securus customer service center came online, our customer satisfaction scoring has
increased month to month, and is now more than 20% better than it was when we used the
"industry standard" approach of outsourcing customer service.
Again, it is Securus' goal to reduce the burden on the state agency by
optimizing the convenience to the public and provide answers to
any questions raised by friends and family members of offenders.
Facilities can significantly reduce staff involvement allowing
Securus to handle routine questions and issues that arise. Securus
provides a number of self-service and assisted channels for funding
accounts and resolving friends and family issues related to
communications. We believe our comprehensive funding
mechanisms ultimately create more completed calls.
I
\
Call Results
94% do not require a
trouble ticket
74% resolved on first call
\
I
To maximize convenience, Securus includes several sources of assistance such as:
•
24x7x365 automated phone access (English and Spanish)
•
24x7x365 customer service representatives available through the call center (English
and Spanish)
•
Website access (www.correctionalbillingservices.com)
Securus Correctional Billing Services (SCBS) is operational 24x7x365 and provides live customer
support. Our Customer Service Representatives have access to near real-time customer account
information including, but not limited to the following:
•
•
Call Detail Records - With call activity and history including call attempts, connected
calls, call durations, and blocked calls
•
Billing History - Including statement date and which calls were billed on which
stat€!ment and when the bill was/is due
•
Payment History- Including failed payment attempts to help CSRs quickly answer our
customer's questions
•
Blocked Call Status - Due to late payment and includes the state agency disciplinary
reasons
•
2.20.2
PA
Account Balance - Including refund requests
The contractor's customer service representative(s) shall be available at no additional cost to the
state agency personnel twenty-four (24) hours per day, seven (7) days per week including state
holidays.
Securus has read, agrees, and complies.
In addition to the friends and family support described above, all Securus customer service
representatives are available, and will provide customer service, 24x7x365 days including state
holidays, at no additional cost to the state agency personnel.
150
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[::) SECU.13._l)s·
•
Securus will provide this support in the form of two additional levels of support. The first level is
our technical support staff, which will be trained on the state agency-operating environment and is
3 part of the Securus technical support organization that is responsible for addressing any issue or
problem regarding the Securus SCP OTS, which may arise at any site or administrative location.
State agency personnel only need to call our toll free number, which is available 24x7x365 to speak
directly with an agent that will be familiar with the state agency's operating environment
Jn addition to the technical support staff availability, Securus will provide the contact numbers for
t:he account team that will be responsible for the communication and resolution of any issue that
the state agency may have regarding our SCP OTS or associated operation. The account team will
consist primarily of the Senior Account Executive, Account Manager, Field Services Manager, and
Customer Service Manager.
•
The Senior Account Manager will be responsible for initiating proactive
discussions with the key state agency contacts on a routine basis. The
manager will also ensure that the level of service Securus is providing to
the state agency is exceeding their expectations. This responsibility will
be measured on a routine basis by the Securus Customer Opinion Survey
(COS) and will serve as the main communication vehicle for the state
agency to communicate any issues, concerns, comments (positive or
negative) or deficiencies in our service. The account team will review the
COS on a quarterly basis with the state agency and complete the
following:
•
Document issues
•
Assign responsible party
•
•
Assign due dates for issue resolution
Identify and document confirmation of closed issues
On a less formal basis, the account team members will be available to the state agency contacts on
an as needed basis. They will respond to all calls within two hours and all e-mails within 24 hours.
We realize that the state agency will require immediate and frequent communication with key
Securus team members, and due to the unique state agency operating environment, it is critical to
establish frequent and meaningful communication so issues can be identified before they become
problems, and that creative solutions can be identified to improve efficiencies or remove
impediments.
The Securus account team comprises key individuals that have previous experience with the state
agency and understand the requirement to have frequent and creative working sessions with state
agency contacts .
•
~ SECU_~_~s·
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
151
...
.
·-~( ...
..
2.21
Maintenance and Support Requirements:
Securus has contracted with ShawnTech Communications to provide
maintenance and support Securus has contracted with ShawnTech
Communications to provide maintenance and support services for all
offender telephones, workstations and associated wiring. Securus has
reviewed all of the state agency requirements with Shawn Tech
Communications, and has signed a teaming agreement and Statement of Work to allow Securus to
continue to provide continuity of services for the state agency for the offender phones and
workstations required in the RFP.
Shawn Tech Communications will be a subcontractor to Securus and as a result, Securus will be
responsible for all maintenance and support and will be accountable to the state agency for all
contractual requirements.
2.21.1
flf
The contractor shall provide all labor, parts, materials, and transportation to maintain the
(}ffender telephone system in compliance with the equipment manufacturer's specifications
throughout the life of the contract. No charges may be made to the State of Missouri for
rnaintenanci! of the system.
Secutus has read, agrees, and complies.
Securus will provide all labor, parts, materials, and transportation to maintain the SCP OTS in
compliance with the equipment manufacturer's specifications throughout the life of the contract.
No charges will be made to the State of Missouri for maintenance of the system.
2 .21.2
"flf
•
The contractor must provide maintenance twenty-four (24) hours per day, seven (7) days per
week, including preventive and remedial maintenance as well as all parts and labor. For repair
service, the contractor must be able to respond by arriving onsite at the institution any time
during a twenty-four (24) hour per day basis, three hundred and sixty-five (365) days of the year.
All repairs or replacements must be started within four (4) hours following notification of a
major system failure and the contractor must exhibit to the State of Missouri a best-efforts
approach to completion of the repairs or replacement during the first twenty-four (24) hours
following notification by the State of Missouri. The contractor shall understand and agree that a
tesponse shall be defined as a qualified technician, certified on the installed equipment, on-site
or the problem corrected.
Securus has read, agrees, and complies.
Securus will provide maintenance 24x7x365, including preventive and remedial maintenance as
well as all parts and. labor. For repair service, Securus will be able to respond by arriving on-site at
the institution any time during a 24x7x365.
152
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~SECLI_~ps·
---
•
All repairs or replacements will be started within four hours following notification of a major
system failure and Securus will exhibit to the State of Missouri a best-efforts approach to
completing the repairs or replacement during the first 24 hours following notification by the State
of Missouri. Securus understands and agrees that a response shall be defined as a qualified
technician, certified on the installed equipment, on-site or the problem corrected.
ShawnTech Communications, Inc.
Securus will provide maintenance services through our partnership with ShawnTech
Communications, Inc. (Shawn Tech). ShawnTech will provide three vendor certified technicians to
support the SCP OTS installed for the state agency. These technicians are currently providing
maintenance services to the Missouri Department of Corrections facilities through an agreement
with the incumbent provider. Securus will enhance the current abilities of the existing maintenance
team by providing additional training on the Securus SCP and all on-site components.
•
Securus has also contracted with the ShawnTech maintenance team to provide on-site maintenance
for all Securus provided workstations, monitors, routers, and Internet access devices (IADs). By
providing this enhanced maintenance package, as well as having a fully integrated trouble reporting
process between Securus and ShawnTech, Securus will be able to eliminate the delay and confusion
regarding maintenance services that exists at some facilities today. Additionally, Securus has
proposed to replace all existing phones and upgrade them to higher quality phones than are
currently in use in your facilities. We believe this will address historical problems and eliminate
current issues associated with phone quality and associated repair services.
To meet the state agency's maintenance requirements, Shawn Tech will strategically place
technicians in the following maintenance zones, presented in the following table, to provide
maximum service coverage.
Service Zones - Average Drive Time
•
6
Service Zone 1
Kansas City
72
71.3
7
Service Zone 2
Lohman
76
60.4
7
Service Zone 3
St. Charles
90
84.9
20
Total
Average
79
72.2
The overall statewide average drive time is approximately 79 minutes to a facility. Shawn Tech
technicians are equipped with laptops, cell phones, and pagers for complete accessibility for
responding to trouble conditions. Technicians will be routed to all service requests through the
Securus HEAT trouble ticketing process. The Securus trouble ticket process is illustrated in the
following figure .
~ SECl::Jl;iUS.
~---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
153
Trouble Ticketing Process
Proprietary and Confidential
Technical
Support
Dispatch
Assigns to
Field
Technician
__I__ ,
~==
------.
Field
Technician
Starts Travel
~-·
Field
Technician
On-Site St.art
Repairs
~~
•
~----~
Field
Technician
Complete
Repairs
-----
.
In all instances, service will be requested through the Securus toll free number and Shawn Tech
service personnel will be dispatched through HEAT to ensure documentation and timely resolution
of all service tickets. The following tables present the state agency facilities.
•
154
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECU~us·
_,__
Missouri Correctional Institutions Service Zones
Proprietary and Confidential
Service Zone 1
Office Base: Kansas City
Phones
Travel Miles
Drive Time (min)
Boonville
59
115
106
Chillicothe - Mo
93
82
92
Crossroads Correctional
92
45
48
Maryville Correctional
23
92
87
Western Reception &
Diagnostic
111
49
49
Western
105
45
47
483
71.33
72
Site
Averages
•
Service Zone 2
Office Base: Lohman
~At~o:~or::::al-=i=~~T~..~2.iil•s__
Fulton Reception. & ----
-u
--
Diagnostic Center
;
! Jefferso-~-Clfy Correctional
I
1--
----------
--
147
94
1
37
22
u------
Licking/South Central
Drive T~:• (.;;;;;)
~
50
,--- ---- - --3-3------<;
------1
•
79
107
Moberly Correctional
64
75
Tipton Treatment Center
58
32
Ozark Correctional Center
26
128
-------·- - - - - -
128
-'---·--·- --
~- ------~-.~--~-----·
- - - - - - - - - - -------
Average
---------·-----------
---!
.
78
+
-
--
----~--
44
167
~---------+-
529
~-----~-
60.43
76
~----~-----~-----
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
155
I
Service Zone 3
Office Base: St. Charles
I
~--------------·--------.----
!
Drive Time (min)
Phones
Travel Miles
167
76
80
135
88
95
Northe astern Correctional
127
66
74
Southeastern Correctional
88
171
158
Potosi Corre<:tional Center.
49
84
95
70
79
87
53
30
41
689
84.86
90.00
Site
..... ------------------+--
Bonne Terre/Eastern
Reception
Farmington Correctional
l
-+-- -
------r----
[Women's E~~;~Re~p~&1 Diagnostic
t-- -- .
· Missouri Eastern
Average
Preventive Maintenance
An aggressive preventive maintenance plan will ensure that the SCP OTS and all supporting
equipment are kept in good working condition and working at optimal levels. Securus' objective is
to minimize the percent of downtime with proper preventive maintenance.
•
The Securus provided ShawnTech Technical Field Team will schedule monthly premise visits to
conduct hands-on inspections. The offender telephone dials and handsets will be checked for
functionality, usabi1ity, appearance, and voice quality. All backboards, telephones, and wiring are
checked. System inspections include cleaning filters, fans, and system internal parts. The circuit
interfaces are checked for errors to ensure that all connections are clean and secure. All
workstation functions are thoroughly tested. Routine traffic analysis for stations and trunks are
conducted remotely prior to arriving on site to identify any areas of concern; i.e. failing telephones
or lines. This proactive measure is important in identifying potential problems and minimizing any
dCJwntime for the phones. Ongoing remote and onsite assistance is available to all users. The
following table pr()vides an example of the detailed Preventive Maintenance Checklist used by
technicians.
•
156
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Sec~rus Technologies, Inc. All rights reserved.
~ SECURUS-
Preventative Maintenance Checklist
Offender Phones
Tests and Checks Performed
1. Check - Dial pads. (Listen for tones on all keys)
Monthly
2. Check - Handset cords
Monthly
3. Check- Hook switch
Monthly
4.
•
Frequency
Check - Handset for voice clarity
Monthly
5. Check - Missing or loose screws on phones and enclosures
Monthly
6. Check - Manual cut off switches
Monthly
7. Check - TDD device - Make a test call
Monthly
8.
Monthly
Check - Lightning protection properly grounded, if applicable
9. Check - The signage on each phone and replace if needed
Monthly
10. Verify - Station ID list that is on the OTS
Monthly
11. Check with the site point of contact to insure all issues are documented
Monthly
Call Control Equipment
Tests and Checks Performed
Frequency
1. Check - Check that all trunks are fully operational
Monthly
2. Check - System resource levels.
Monthly
3. Check - Hard drive usage.
Monthly
4. Check - UPS is fully charged and operational & not in alarm
5. Check-Analog (Bl) lines connected to Offender Phone System. Perform
Bimonthly
Monthly
dial-up test
6.
Check - Backup files. Insure that system is backing up files properly.
7. Check - All system clocks are updated properly
Monthly
8. Vacuum dust filters in the Offender Phone System
Monthly
9.
Rinse dust filters in the Offender Phone System
10. Vacuum cooling fans on all systems, if applicable
•
Monthly
11. Generate a monthly trunk usage report
Quarterly
Quarterly
Monthly
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
157
I
Workstations
I
Frequency
Tests and Checks Performed
1. Test - CD drive able to burn call recordings
Biweekly
2. Check - Printer ink supplies
Biweekly
3. Check - Listen to calls from the workstation
Biweekly
4. Check - Responsiveness of the workstation
Biweekly
5. Test - Call Search
Biweekly
6. Test - The ability to turn the phones On and off from the workstation
Biweekly
7.
Test - Perform live monitoring
Biweekly
8.
Test - Printing reports to printer
Biweekly
Network Components
1.
Tests and Checks Performed
Frequency
Check - CSU/DSU Unit for errors. Log errors in service report and clear
memory buffer.
Quarterly
l!
•
Software Checks & Tests
I
Tests and Checks Performed
Frequency
1. Check - Replication.
Monthly
2. Check - Offender Phone System - Check/Verify system settings are correct
and modules are operational.
Monthly
3. Check- Facility branding
Monthly
4. Check - Calls for proper start/stop, origination, destination, PIN numbers
Monthly
•
158
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
2.21.3
S
At no additional charge to the state, the contractor must provide online connectivity in order to
proactively monitor and maintain the offender telephone system at each individual location
identified in Attachment #1. The contractor must not utilize dial-up connectivity in order to
monitor and maintain the offender telephone system.
Securus has read, agrees, and complies.
At no additional charge to the state, Securus will provide online
connectivity in order to proactively monitor and maintain the
offender telephone system at each individual location
identified in Attachment #1 of the RFP. Securus will not use
dial-up connectivity in order to monitor and maintain the
Securus SCP OTS.
NOC Monitoring Center
Securus Network Operations Center
•
The Securus SCP OTS is constantly monitored and maintained
by Securus employees from our Network Operations Center
(NOC) at our headquarters location in Dallas, Texas. This
service center is staffed 24x7x365 by network experts who are
certified in the systems and software used to monitor all SCP
functions and equipment, as well as the associated network
The NOC maintains failure reports, service history and other
diagnostic information, which will be available to the state
agency when requested.
NOC Administrators monitor, !f1agnose and
resolve any system or network
abnormalities in the Secur1JS Network
The SCP ors provides continuous online diagnostics and
Operations Center.
continuous supervision, as well as local remote offline system control access for advanced
programming, diagnostics, and troubleshooting. The Securus SCP OTS will provide access to the
built-in advanced diagnostics and program control by Securus service center personnel and will
provide failure reports, service history and other diagnostic information.
The entire state agency SCP OTS installation will be continuously monitored. The NOC will maintain
the names and contact information for all Securus employees who will be accountable for any
actions required to prevent or repair any outages for the state agency. Securus will follow state
agency protocols for communicating outages or repair actions in the unlikely event these occur.
Premium Network Monitoring Capabilities
Securus proactively identifies potential system and network abnormalities through a centralized
diagnostic application, Orion by Solar Winds. This network management software allows Securus
personnel to continuously monitor all hardware, software and system metrics.
Through our network monitoring practices, we are able to complete the following functions:
•
•
©
-
Enable proactive repairs to a system to prevent it from going down. Many times
corrections are made before a system shows signs of an issue and before the facility is
aware of a problem. This means less down time and increased system reliability for the
facility .
SECIJ~µs·
---·
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
159
•
Alert remote or on-site engineers of any system threshold inconsistencies or alarms.
If detected:
o
Alerts are sent to the NOC to track the event.
o
The NOC communicates with engineers through e-mail, short message service
(SMS), or directly through a wireless phone to address the issue.
•
Receive real time alerts when the system detects an error.
o Identifies if the network elements health threshold has been exceeded or if any
other potential system issue has been discovered.
o Establishes volume thresholds for each transport carrier on core node equipment at
each data center, alerting Securus personnel of possible carrier network issues.
•
M<>nitor call traffic patterns, bandwidth detail, and network life cycle management
to ensure sufficient resources are in place. A separate capacity engineering team
reviews call traffic volume reports and storage requirements throughout all systems.
•
Centrally monitor all calling traffic and reporting to determine if increase or
decreases in the number of telephones are needed. Upon agreement by the state
agency, the service and operations team will install any additional telephones required.
•
System administrators make scheduled inspections of all systems and routinely perform
preventative maintenance and software enhancements. A production change control· steering group
controls these activities. Additionally, change control practices have been reviewed and are
compliant with Sarbanes Oxley standards.
Remote Programming, Diagnostics, and Troubleshooting
The Securus NOC uses the Orion network monitoring application to constantly "ping" and watch
over the health of the OTS. We are constantly checking the system to ensure optimum performance
and to anticipate the need for additional network or capacity.
Visual monitoring in our NOC is achieved through the utilization of several key screens that are
constantly being updated and monitored by our personnel in our NOC. For example, the following
160
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t;) SECl,Jf.IUS.
_._. _ _
•
figure is a screen shot of the monitoring screen that is used to continually ping and monitor
equipment on-site at your facilities.
Adtran and Connection
Proprietary and Confidential
M ltmrflC>H 0<1 IM &ei.cuo N ~Alla
•
--•
llU
..,
•
Uo
" ' ... i:in 11<1:.-flt-~-
•
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...,
...~- ......
0
Ave~l!espcnu-& ~.-i.ms
...... - .
.Uf St ..a.t-
•""'""*"'" 11.1- If-.
It~-
·;~.~·'~•IM-t
.ii~m•
...
""""
j
l•.a.utttt2111: ~ ,_.~tnl.CW!t.,.,.IM1!"1ttit..?'t::MJ
-._cu1tomer_n1me
Lb! ....
.._..~r:-.~11tv
--- -
H~oQC>(. tlil'J9·fnJA Q U-ol
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"'"-cu1tom•r namt
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.....
up
P'*cb.•l._
--- ·--·l!o
---...!;Jo_;....
•
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fm:JI'"~
na-1 os,:o.--C'~·ltG.'t
•
::"'4 :.1
i
u...
.... ,
.CtOM:li
)$(Im•
.....
li).Om<
i'S
•e" !
~Orot
lQ..Cmt:
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1~0.rnt
'Q.!Pfflt
~
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~~~ R.-.:pm~•ltn"Mi1~3G
ioo .....
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~llNin:ii<Miatir~~a"'iel~9":eA:t.
The upper left hand corner of the screen depicts the average response time from the ping test and
the resulting packet loss. In the event the standard parameters are not met, the system will provide
an alarm and NOC personnel are required to take specific actions to ensure that were are meeting
our own quality standards. Importantly, if the state agency requires additional standards above our
Securus rigid quality objectives, Securus will work with the state agency to incorporate those
standards for your installation. The Securus NOC is a sophisticated and complete network
monitoring center and is staffed by our own employees and uses the latest state-of-art monitoring
software.
The following figure depicts the screen used to monitor our private network and the "traffic" that is
being processed in our network.
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
161
Interface, MPLS Circuit, and Traffic
Proprietary and Confidential
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This screen will monitor offender calling traffic. This tool is very critical to ensure that the quality of
the network is maintained.
Securus will continually monitor online connectivity between the Securus SCP OTS and each facility
through the Securus provided MPLS private data network This network is continually monitored
by both C>ur business partner, AT&T, as well as by the Securus NOC. The MPLS network is a
completely private network and is configured to be used only for connectivity between the state
agency and Securus. Each location is monitored separately and the monitoring includes the
162
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved_
~ SECU,Rl)S~--
•
equipment on site at each site so that we can analyze call throughput from the offender phone to
the called party.
2.21.4
The offender telephone system must be capable of performing remote diagnostics to determine if
a problem is with the telephone unit or with the telephone line.
fl Securus has read, agrees, and complies.
The Securus SCP OTS will be capable of performing remote diagnostics to determine if a problem
exists with the telephone unit or with the phone line.
·
To ensure that our SCP OTS will operate 24x7x365, our Field Service Technicians will perform
proactive routine checks of all phones, network connections, and hardware. You will see our
personnel on-site making test calls, checking equipment, and communicating with state agency
personnel. Our continual monitoring of the network from the Securus NOC backs up our Field
Service Technicians.
•
2.21.5
fl
The contractor shall be able to keep the state agency up to date on customer and technical
support issues through email notification.
Securus has read, agrees, and complies.
Securus will keep the state agency up to date on the customer and technical support issues through
email notification.
Securus as prime contractor accepts full responsibility for notifying the state agency of all customer
and technical support issues. Securus has carefully identified all of the input points that the state
agency may use to report customer and technical support issues. We have created all of the
required interfaces to ensure that the state agency will be kept up to date on such issues.
These input points include interfaces with the Securus provided site administrator located at Huber
& Associates, Shawn Tech field technicians, Guarded Exchange call monitoring center, and the
Securus help desk. In each instance, e-mail notification processes will be in place by Securus to the
state agency to provide the required notifications.
System Alerts
Securus has the ability to create an unlimited number of alerting conditions within the Securus SGate user interface. During the implementation process and at the time the Securus OTS is
configured for your operating environment the Securus implementation team will identify your
requirements to keep the state agency up to date on customer and technical support issues. These
requirements will be configured in the OTS and when a customer or technical support issue occurs,
the appropriate e-mails wiJI be sent to pre-identified state agency contacts.
•
The following figure depicts a partial listing of the potential alerts that can be set up in the Securus
OTS .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
163
Managing Alerts
Proprietary and Confidential
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Additionally, each alert is highly customizable, as shown in the following figure.
164
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
Editing Alerts
Proprietary and Confidential
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The Securus OTS can define the alerting criteria using an unlimited number of conditions, allowing
fine tuning along the lines of one application with a met condition, or a global rule set (such as any
disk over 90% utilization), as shown in the following figure .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
165
Defining Alert Criteria
Proprietary and Confidential
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The following figure includes Time Trigger Escalation alerts if the alarming criteria have not cleared
in a specified timeframe.
•
166
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
Time Trigger Escalation Alerts
Proprietary and Confidential
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2.21.6
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_ _ __, .:!
The contractor must provide twenty-four (24) hour, seven days per week immediate telephone
support for state agency personnel to resolve technical problems for hardware, software, data
connectivity, contractor network, monitoring, and recording system. The contractor must
provide immediate access to a person knowledgeable and able to provide information to resolve
the problems.
Securus has read, agrees, and complies.
Securus will provide 24x7x365 immediate telephone support for state agency personnel to resolve
technical problems for hardware, software, data connectivity, contractor network, monitoring, and
recording system. Securus will provide immediate access to a person knowledgeable and able to
provide information to resolve the problems.
Securus Technical Support Center
•
Securus provides superior customer service from our own technical support center located in
Carrollton, Texas. The Securus' Technical Support Center (TSC) is staffed by approximately 40
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
167
Technical Support Representatives dedicated to serving our clients. The TSC support technicians
help resolve problems quickly while providing superior customer service. The average tenure of
our support management is five years, with our technicians averaging three years. Securus recently
celebrated 25 years of operations in the corrections industry and our support staffs experience is
St~cond to none.
Securus currently has more than 70 patents issued and more than 40 patents
pending, all of which are supported by our TSC. No competitor can match Securus'
TSC experience in working with corrections officials to quickly resolve and manage
calling programs. Securus' experience and technology allows us to create and
manage calling programs for corrections facilities that put top priority on
providing safety and security to the public.
Securus' TSC serves as a single point of contact for facility staff to request service or make inquiries
24x7x365 that be tontacted using the following convenient methods:
•
Telephone - 866-558-2323
•
E-Mail -- technicalsupport@securustech.net
•
Fax - 800-368-3168
•
Web Portal -https://www.securustech.net/facrnty/Default.asp
Securus' TSC
offer~
•
the following features for its customers:
•
Technical support 24x7x365 days a year, including holidays
•
Staff of SO support professionals fully trained to answer calls and provide superior
customE~r service
•
Service event tracking to drive efficient resolutions
•
Prioritized calls and analyzed reports to ensure Service Level Agreements are met
•
Securus certified technicians to provide quick problem resolution
•
System and individual site connectivity monitoring 24 hours a day, 7 days a week, 365
days a year, including holidays
Securus technicians receive internal Securus certifications, based on our business and the products
and services we Sllpport.
Call Routing
The TSC manages the flow of inbound calls through a call distribution system that routes calls
directly to our support technicians in a skills-based, platform specific manner. Securus establishes
response times and service level agreements consistent with state agency requirements. Service
calls are answered by live technicians in order to provide timely and quality customer service.
Upon contact from a facility, each service request is assigned one of three initial priority levels, each
with its own resolution and escalation timelines. Every effort is made to resolve the problem
remotely within the designated timeframes and many service requests can be resolved during the
168
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECURl)S.
..._,.._.
•
initial request. If the service request cannot be resolved remotely, a field service technician is
dispatched to the facility to expedite resolution.
Event Tracking System
The TSC uses an event tracking system that logs, tracks, manages, and assures appropriate
response to all service requests. The service request generates a trouble ticket with priority level
assignment which drives diagnosis and response processes. The support technician performs initiaf
problem diagnosis and isolation procedures, determines the nature of the problem and either
resolves the problem or engages the appropriate party for problem resolution. The TSC retains
ownership of all service requests and is responsible for the escalation and update functions.
The TSC at all times, retains ownership of any reported queries, and is responsible for the
escalation and update functions. Every effort is made to resolve the problem remotely, within the
framework of the RFP resolution timeframes.
•
On-Site Maintenance Services
Securus will be providing the on-site maintenance services through a subcontract with ShawnTech.
ShawnTech is currently providing maintenance services to the Missouri Department of Corrections
through an agreement with the incumbent provider. Securus has chosen ShawnTech to provide
maintenance services to ensure that there will be no disruption in the service levels upon transition
to the Securus SCP platform.
Securus has completed selected inquiries with state agency personnel to understand the level of
satisfaction with the current levels of service you are receiving. We found that while there are areas
for in1provement, which we have addressed in our plan, overall the level of service has been
acceptable. Securus also wanted to retain the existing knowledge base and experience by retaining
the existing maintenance personnel. The option to use Shawn Tech personnel was evaluated
carefully against the advantages of using existing Securus maintenance personnel. When all
elements were considered, we chose Shawn Tech with additional services added, to provide
maintenance services for your facilities.
In selecting Shawn Tech, Inc. to provide maintenance services, Securus wanted to
be certain that we created additional value for the state agency, which was
reflective of issues that needed to be addressed in the current maintenance
arrangement as well as add new processes to ensure continuity between
Securus and ShawnTech. As a result, ShawnTech will be fully integrated with the
----.~-:::.~-;::~----··
Securus HEAT troub]e reporting system and all service requests will be reported
.............. ._
and tracked through the Securus HEAT system and reported to the Securus Technical Services
Group (TSG). This will ensure that all service requests are tracked, timed and closed out to the full
satisfaction of the state agency.
•
In order to achieve this full integration between Securus and ShawnTech, we will create an
integration between the Securus HEAT trouble ticketing system and ShawnTech's TeleDoc Web
portal. This will substantially differentiate the Securus solution from all others in that there will be
essentially two systems that will be tracking service requests. The Securus HEAT trouble
reporting system will be the main system that is providing all documentation and management of
~
SEC\,Jfll:JS.
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
169
service requests. At the same time, the Shawn Tech TeleDoc's web portal will provide the required
visibility to the Shawn Tech technicians so that information can easily flow to the technicians.
Because the Securus HEAT system and the ShawnTech TeleDoc' system will be able to communicate
with each other, all tickets and associated response times and actions will be documented in both
systems. This wlll ensure close communication and accountability between Securus and
ShawnTech.
Escalation
If a dispatch is not required Securus notifies the facility when the service issue is resolved. If a
technician is required, Securus contacts the customer with_ an estimated time of arrival.
The following supervisory personnel represent the escalation chain:
•
Technical Support Department
•
Technical Support Manager
•
Technical Support Director
•
Regional Field Manager
•
VP Service and Technical Operations
•
The following cQntact information is provided to the state agency to provide the agency with
complete confidence that any problem will be solved in a timely manner.
Robert Reynolds - Technical Support Manager
Region Office: 469-546-0176
Cell: 817-564-5301
E-mail: rreynolds@securustech.net
Debbie Cates - Director Technical Support
Office: 972-277-0314
Cell: 214-476-6351
E-mail: dcates@securustech.net
Pat Robertson - Regional Field Service Manager
Office: 502-432-5924
E-mail: probertson@securustech.net
Danny De Hoy()s - VP Service & Technica1 Operations
Office: 9 72- 2 77 -04 74
E-mail: ddehoyos@securustech.net
No competitor can match Securus' T~C experience in working with corrections officials to quickly
resolve issues and manage calling programs. Securus' experience and technology allows us to
create and manage calling programs for corrections facilities that put top priority on providing
safety and security to the public.
·110
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 $ecurus Technologies, Inc. All rights reserved.
___
[D SECU~.l)S-
•
Proactive Communications
Securus will provide the contact numbers for the account team that will be responsible for the
communication and resolution of any issue that the state agency may have regarding our SCP OTS
or associated operation. The account team will consist primarily of the Senior Account Executive,
the Account Manager, the Field Services Manager, and the Customer Service Manager.
The Senior Account Manager will be responsible to initiate proactive discussions with the key state
agency contacts on a routine basis and to ensure that the level of service that Securus is providing
to the state agency is exceeding expectations. This responsibility will be measured on a routine
basis by the Securus Customer Opinion Survey and will serve as the main communication vehicle
for the state agency to communicate any issues, concerns, comments (positive or negative) or
deficiencies in our service. The account team will review the Securus Customer Opinion Survey on a
quarterly basis with the state agency and issues will be documented, due dates assigned for
resolution and confirmation of closed issues will be identified and
documented.
•
• On a less formal basis, the account team members will be available
to the state agency contacts on an as needed basis and will return all
calls within two hours, and will respond promptly to all e-mails. We
recognize that the state agency requires immediate and frequent
communication with key Securus team members and that due to the
unique operating environment of the state agency, it is critical to
establish frequent and meaningful communication so that issues can
be identified before they become problems and that creative solutions can be identified that
improve efficiencies or remove impediments. The Securus account team has key individuals on the
team that have previous experience with the state agency and understand the requirement to have
frequent and creative working sessions with state agency contacts.
2.22
Reporting Requirements:
2.22. I
The contractor shall provide a Call Detail Report to the address specified herein not later than
the I 0th calendar day of each month. This report must detail each call during the reporting period
(monthly) and include the following:
a. Institution name;
b. Originating number;
c. Terminating number;
d. Time of day of the call;
e. Length of the call;
•
f. Amount charged for the call; and
g. Gross revenue.
~
SECVft,l)S.
---·
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
171
fl
Securus has read, agrees, and complies.
Securus will provide a Call Detail Report to address specified in the RFP not later than ~he 1Qth
calendar day of the month. The report will detail each call during the repqrting period (monthly)
and include the following:
2.22.2
•
Institution name;
•
Originating number;
•
Terminating number;
•
Time of day of the call;
•
Length of the call;
•
Amount charged for the call; and
•
Gross revenue
Upon request by the state agency, the contractor must provide specific information for tracking
offender calling activities and calling patterns by individual telephone numbers, and for billing
purposet; via email. The following reports should be available for monitoring and billing
purposes:
•
a. The rnonitoring reports provided by the contractor must be sorted by any or all of the
following criteria:
fl
1)
Daily Statistical reports;
2)
Institution name;
3)
Originating number;
4)
Terminating number;
5)
Date of call;
6)
Time of day; and
7)
Length of call.
Securus has read, agrees, and complies.
As requested by the state agency, Securus will provide specific information for tracking offender
calling activities and calling patterns by individual telephone numbers, and for billing purposes via
e-mail.
•
172
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECl,JR.LJS.
....._.... _
The monitoring reports provided by Securus wiIJ be sorted by any or all of the following criteria:
•
Daily Statistical reports
•
•
Institution name
Originating number
•
Terminating number
•
Date of call
•
•
Time of day
Length of call
b. The billing reports provided by the contractor must or sorted by any or all of the following
criteria:
•
I)
Call Detail report;
2)
Amount charged per call;
3)
Gross revenue;
4)
Daily Statistics;
5)
Monthly Statistics;
6)
Called party/number accepting report;
7)
Fraud/velocity report;
8)
Separate Institution Totals and Statistics;
9)
All Institutions Total and Statistics·;
10) Total Calls;
11) Calls by Date;
12) Time of Day; and
13) Length of a Call.
•
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
173
S
Securus has read, agrees, and complies.
Securus will provide billing reports that are sorted by any or all of the following criteria:
•
•
Call Detail report;
Amount charged per call;
•
•
Gross revenue;
•
•
•
•
Monthly Statistics;
Separate Institution Totals and Statistics;
•
All Institutions Total and Statistics;
•
Total Calls;
•
Calls by Date;
•
Time of Day; and
•
Length of a Call .
Daily Statistics;
Called party/number accepting report;
Fraud/velocity report;
•
c. The contractor should be capable of providing additional custom reports upon the request of
the state agency at no additional cost to the State of Missouri.
If
Securus has read, agrees, and complies.
Securus is capable of providing additional custom reports upon the request of the state agency at no
additional cost to the State of Missouri.
By choosing Securus as your offender phone provider, you will have the comfort of knowing that
you will have the most choices in standardized reporting in the offender telephone industry. Ifwe
do not have what you are looking for, we have the capability of adding and developing customized
reports to meet your needs. In the event that the report(s) requested will require substantial
development and production efforts, Securus agrees to work with the state agency to identify and
commit to a mutually agreeable timeframe for the report(s).
2.23
Contractor Monitoring Requirements:
Securus will provide the required Contract Monitoring functionality through a subcontracting
agreement with Guarded Exchange LLC (GEX). Securus has met with Guarded Exchange on several
occasions to discuss the specific requirements of this RFP and to define the human and technology
resources required to achieve the required result of listening to five percent of all offender calls.
174
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Tectrnologies, Inc. All rights reserved.
~
SECl)13us·
..._,.__
•
During our due diligence, Guarded Exchange provided Securus with a demonstration of their
software solution and discussed the interface requirements with our technical staff. This meeting
was held on February 18, 2011 at our headquarters location in Dallas, Texas. At this meeting
Securus executives recognized the potential to expand this application beyond the current
opportunity to a broader base of Securus customers.
Because of our discussions, the demonstration by Guarded Exchange and the mutual commitment
to the quality of the service to be provide to the state, Securus believes that the partnership
between Guarded Exchange and Securus is the best option for the state agency.
Guarded Exchange and Securus have identified the following objectives for our collaboration:
To create an investigative service that will exceed section 2.23.1 requirements and provide the
Missouri Department of Corrections, Office of Inspector General with the following:
1. The capacity to certify that five percent of all offender calls have been listened to and
reviewed over the term of the contract
2. The highest quality calls in terms of actionable information after having been screened for
information consistent with the parameters established by the Office of Inspector General
•
3. Only calls that have first been listened to by trained call center monitoring personnel, have
been reviewed by a trained Level 2 manager and have been supported by documentation
identifying why they are ready for investigative personnel
4.
A scalable solution that will adapt to the calling volume of the state agency during the term
of the contract
The Securus and Guarded Exchange partnership is unique when compared to other partners that may
be presenting solutions for this requirement because of the following:
1. Securus has the financial stability and strength to continue to support both the Securus SCP
OTS platform requirements and the Guarded Exchange resource requirements that will be
needed to achieve the desired results over the course of the contract
2. Securus has the technical experience and resources to commit to the implementation,
deployment and ongoing support that will be required to bring this new service to the
Missouri DOC and improve it over the life of the agreement
3. Securus has the greatest number of accounts and associated calling data under one calling
platform, which can potentially be used in the future to supplement the DOC calling data
provided to the Missouri Office of Inspector General (i.e. largest number of Missouri
facilities under one platform).
4. Securus is proposing to supplement the Guarded Exchange capabilities with the following
added functionality to increase the quality of actionable investigative information provided
to the Office of Inspector:
•
o
The best three-way call detection in the industry that will detect more three-way
call att~mpts than anyone in the industry
o
The ONLY real-time, patented, call forward detection in the industry based on
carrier-class office signaling to provide the highest level of reliability
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
175
o
SCP OTS Key Word spotting technology that will provide a "first look" for call
monitors into possible criminal activity based upon key words identified by
investigators
o
Covert Alert monitor feature that can be used after the caller or called party had
been identified as suspicious (including alert to Guarded Exchange call monitors).
o
The highest call completion percentage in the industry with more than one
million calls recorded per day which provides the most calls available to monitor
o
JLG investigative voice biometric capability that can be used to scan recordings
for suspicious activity (optional) to identify and expose offenders who try to hide
their identity or alert investigators if other offenders appear on the line
o
Proactive account team, consisting of experienced Securus and Guarded Exchange
managers, who will meet with the state agency and the Office of Inspector General
on a routine basis to improve, grow, and modify the defined services over the course
of the contract.
.REVISED PER AIVIENDMENT #001
To assist the State of Missouri in effectively managing the substantial increase in telephone call
volume, the contractor shall be responsible for listening to and reviewing a minimum of five
percent (5%) of all offender calls at no additional cost to the State of Missouri. The five percent
(5%) of offender calls monitored shall be based on 1) the usage of technology to filter calls and
then contractor's staff listening to calls filtered by the technology and 2) contractor's staff
listening to calls based upon strategies established and provided by the Department of
Corrections, Office of the Inspector General. In providing the required monitoring and review of
offender calls, the contractor shall incorporate the intelligence gathering strategies established by
the Department of Corrections, Office of the Inspector General. The contractor-provided
rnonitoring shall utilize a combination of technology and sufficient personnel for the purpose of
collecting intelligence from the offender telephone system to identify, at a minimum, the
following:
2.23.1
•
a. Suspicious or suggestive key words or phrases;
b. Phrases that suggest threats to the security of the facility and its personnel; and
c. Criminal activity outside of the facility.
If
Securus has n~ad, agrees, and complies.
Securus will be contracting with Guarded Exchange LLC, a Missouri-based company, to fulfill the
requirements for call monitoring. Specifically, Guarded Exchange will be responsible for the
following:
•
176
Provide a sufficient number of personnel to listen to an.d review a minimum of five
percent of all offender calls at no additional cost to the State of Missouri. The five
percent of offender calls to be monitored will be based on the use of proprietary data
mining and filtering technologies and other proprietary strategies in conjunction with
the intelligence gathering priorities established by the state agency and the Office of the
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECURl.)S.
......,..__
•
Inspector General. In providing the required monitoring and review of offender calls,
Securus, through Guarded Exchange, will incorporate the gathering strategies
established by the Department of Corrections, Office oflnspector General. The
monitoring will use a combination of technology from Guarded Exchange and Securus
and sufficient personnel for the purposes of collecting intelligence from the SCP OTS.
•
The use of sufficient personnel, strategies, and technologies that will identify at a
minimum the following:
o
Suspicious or suggestive key words or phrases
o
Phrases that suggest threats to the security of the facility and its personnel
o
Criminal activity inside and outside of the facility
Securus has entered into a subcontracting partnership with Guarded Exchange and Shawn tech to
provide the required services. Securus will provide Guarded Exchange with call recordings at the
approval of the state agency and will provide Guarded Exchange with access to the SCP OTS.
Securus will also provide Guarded Exchange with call records, and the associated interface to
access records, that will be required to facilitate direct input into the Guarded Exchange proprietary
software for the purposes of this specification.
•
In addition to the daily and or weekly business meetings with the Office of Inspector General,
Securus will also co-chair an account team, consisting of Securus and Guarded Exchange managers .
The team will be proactive in meeting with the state agency and the Office of Inspector General on a
routine basis for the purposes of reviewing the success of this solution, making adjustments as
necessary, and participating in creative sessions to add to this solution.
2.23.2
If
The contractor shall submit all gathered intelligence in a format specified by the Department of
Corrections, Inspector General Office. All gathered intelligence shall be submitted to the
Department of Corrections, Inspector General Office, upon discovery.
Securus has read, agrees, and complies.
Securus will submit all gathered intelligence in a format specified by the Department of Corrections,
Inspector General Office. All gathered intelligence would be submitted to the Department of
Corrections, Inspector General Office, upon discovery.
The following figure presents an example of the Guarded Exchange report that will be submitted to
the Department of Corrections, Inspector General Office .
•
~
SECURUS.
~:..:::.-~
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All riBhts reserved.
177
Inmate
can Monitoring Analysis Report
Proprietary and Confidential
t:!!J::ty=: =-·~ '!5 f mtfN'46
r::.::== =: . .c . .. :
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= :. .:. :. ._L ..
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--------~--!~~
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~
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225
1942
Securus and Guarded Exchange will meet with the Department of Corrections, Inspector General
Office immediately upon award to determine the exact format and frequency of required reports
and intelligence.
-
.
-
...
SUBPARAGRAPH.ADDED PE~ AMENDMENT #001
2.23.3
fi
The contractor shall be responsible for providing a manager to oversee the contractor's call
monitoring staff. The contractor shall also be responsible for all aspects of managing the
provided staff to include the responsibility of hiring/firing, compensation, benefits, office space,
and office supplies. The contractor-provided staff shall be located centrally in the State of
Missouri at a location agreed upon by the State of Missouri. It is highly desirable for the staff to
be located in Jefferson City, Missouri. The contractor shall be responsible for meeting all
requirements for accessing data necessary to complete the contracted functions for the State of
Missouri.
Securus has n~ad, agrees, and complies.
Securus will be responsible for providing a Guarded Exchange manager to oversee the call
monitoring staff. The Guarded Exchange manager will be responsible for all aspects of managing
the provided staff to include the responsibility of hiring and firing, compensation, benefits, office
178
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~ SECU.RUS.
---
•
space, and office supplies. Guarded Exchange Level 2 staff will be located in Jefferson City, Missouri
at a location approved by the state agency.
Securus will be responsible for meeting all requirements for accessing data necessary to complete
the contracted functions for the State of Missouri.
a. The manager of the contractor's call monitoring staff shall meet with the Department of
Corrections, Inspector General's Office on at least a monthly basis to discuss intelligence
gathering strategies. Meeting may be held on a more frequent basis as deemed necessary by
the Department of Correct1ons.
fl
Securus has read, agrees, and complies.
The manager of Guarded Exchange's call monitoring staff will meet with the Department of
Corrections, Inspector General's Office on at least a monthly basis to discuss intelligence gathering
strategies. Additional meetings may be held on a more frequent basis as determined necessary by
the Department of Corrections.
•
•
The following figure presents an example of the Guarded Exchange software application and
associated screens that the user will have available to review calls, save, truncate, and view
suspected three-way calls. These screens will be used on at least a monthly basis during meetings
held with the Inspector General's Office to review calls. These screens are also available to
investigators on demand between meetings .
~
SECUBUS.
~"'"---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
179
Review Phone Call Audio
Proprietary and Confidential
:Revi-;w Phone ,can Audio
·..
_
,...--.
....
~
t•~
·~
.........
---,,_.·--~·.•_t.;;.:J
·-~-'
-J'
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. .
·~ :,~ist~n - Save 7>. Truncate Silence (remove
i.i.lii .a.A p~~ses )_~]~!t~ 3~Way Calling· _
. -H. .. •
"
::im:
..
____
....
-.
•
,,_
use
,,,_
,,_
·Compare
----
ecaller's~c:a
~n~d"nim
~
·
The following figure presents an example of the Guarded Exchange hierarchy that will be used to
filter calls prior to submitting to the Inspector General's Office for review.
•
180
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECU__
R_µs·
Call Monitoring Review Center_
Proprietary and Confidential
-.
~ ~·
• p' ...
~....
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-
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Send to Level One Operators
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et•
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.-=.. -·· --· ..._.. ----- .• ·.-;.·-::-·--=-----·- - · · - - - - - ..."!!.=
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•
-€5;-=~·~
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• Quickly review L1
disposition
.;;.;,.'"£_./2f:;"~~
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.......----~~
-• Copy to Custom
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r r
·.
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• Create a Reminder - Categorize by 6 Disposition Types
·Flag for recall tomorrow, next week or custom date -- Move to Watch list
·All Messages sent with headers for immediate authentication, verification and timestamp
Each call will be monitored by live operators to identify the presence of predetermined content or
suspicious activity. This Level 1 review is completed by call monitors and documented using preestablished templates. If the call rose to a Level 2 interest, the call is forwarded to the Guarded
Exchange Level 2 call monitors who verify and identify additional criteria important to
investigators.
At each step of the process, monitors can perform administrative actions designed to further
enhance the call relevance or importance or to keep the record under consideration .
•
~
SECUflUS"
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
181
b. The contractor must provide a monthly report that identifies the number of calls monitored by
the offeror 's technology and the contractor's staff.
Securus will provide a monthly report that identifies the number of calls monitored and analyzed
by technology then listened to by Guarded Exchange.
The following figure presents an example of the Guarded Exchange report that will be submitted to
the Department of Corrections, Inspector General Office.
Inmate Call Monitoring Analysis Report
Proprietary and Confidential
!?!'!iQ.!al~-------------- _ ~~!~9-.-"-L-.--~~--!
Gang Leaders
251
74
14S
43
18
1
2
3
3
4
1
.. 2--~--~
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1! _ _6_7
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46
_M_U!!!Jll• In!"!!~ to P!'O..noll
-----~~~
·Switch Board Patterns Dl!tected
125
37
39
~-co~ref!"dn1 oetect~
42?
124
u1
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l
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~
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4
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1
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0
5 •. -- 2_~ _ _ 143
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--·---------'~"'-;_,1--2~79=-------~·1---~--¥-is---1- a
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---------1~2
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fttl!fflt!tiljii@•ffibif§
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li!l70
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85
225
18
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
0---1--1-0--1--~3~~54·
= : _ : : :t
7S8
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1!142
SECIJR_l.JS-
•
2.24
Information Technology Accessibility Compliance:
Securus is awart! of and has researched the State of Missouri Information Accessibility and
Technology Compliance requirements. We have identified the standards that arerequired for the
types of technology that we will be providing. For example (in part):
1. Technical Standards
Software App1ications and Operating Systems
(a) When software is designed to run on a system that has a keyboard, product functions shall
be executable from a keyboard where the function itself or the result of performing a
function can be discerned textually.
(b) Applications shall not disrupt or disable activated features of other products that are
identffied as accessibility features, where those features are developed and documented
according to industry standards. Applications also shall not disrupt or disable activated
features of any operating system that are identified as accessibility features where the
application programming interface for those accessibility features has been documented by
the manufacturer of the operating system and is available to the product developer.
•
(c) A well defined on-screen indication of the current focus shall be provided that moves
among interactive interface elements as the input focus changes. The focus shall be
programmatically exposed so that assistive technology can track focus and focus changes.
Web-based Intranet and Internet Information and Applications
(a) A text equivalent for every non-text element shall be provided (e.g., via "alt", "longdesc", or
in element content) except for captioning of audio information which shall comply with (b)
of this section.
(b) Captioning, video description or other equivalent alternatives for multimedia
presentations, excluding live Webcasts and web transmission of television programming
subject to (f) of Video and Multimedia Products, shall be provided in synchrony with the
presentation, and in accordance with paragraph (c) and (d) of Video and Multimedia
Products.
Telecommunications Products
(a) Telecommunications products or systems that provide a function allowing voice
communication and do not themselves provide TTY functionality, shall provide a standard
non-acoustic connection point for TTYs. Microphones shall be capable of being turned on
and off to allow the user to intermix speech with TTY use.
(b) Telecommunications products, which include voice communication functionality, shall
support all commonly used cross-manufacturer non proprietary standard TTY signal
protocols.
•
(c) Voice mail, messaging auto-attendant, and interactive voice response telecommunications
systems shall be ·usable by TTY users either through direct TTY access or through use of
the relay service and by Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech To
Speech users through the relay service.
~
SECURUS.
·...;:,.:;_-;__
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
183
2.24.1
The offender telephone system must be compatible with visually and hearing impaired assistive
technology. Specifically, the offender telephone system should be compatible with the following
commonly used assistive technology products:
. JAWS,
Window Eyes,
ZoomText,
MAGic, and
Dragon Naturally Speaking.
ttf
Securus has read, agrees, and complies.
The Securus offender telephone system may be compatible with visually and hearing impaired
assistive technology. Specifically, Securus is willing to work with the state agency to understand the
specific requirements for the following visually and hearing impaired assistive service delivery
technology.
2.24.2
S
•
JAWS
•
•
Window Eyes
•
MAGic
•
Dragon Naturally.Speaking
•
Zoom Text
Section 191 .863 of the Revised Statutes of Missouri (RSMo) requires state agencies to make
information technologies accessible to individuals with disabilities. The State of Missouri's
Information Technology (IT) Accessibility Standards
(http://www.oa.mo.gov/itsd/cio/standards/ittechnology.htm) provide direction for complying
with RSMo 191.863. All products provided by the contractor shall comply with the applicable
accessibility requirements of the Missouri IT Accessibility Standards.
Securus has read, agrees, and complies.
184
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
r:.:> SECl,Jt:fUS.
~--
•
a. The contractor shall promptly respond to any complaint brought to its attention regarding
accessibility of the products provided hereunder. The contractor shall resolve such complaints
by bringing the product into compliance with the applicable Missouri IT Accessibility
Standards at no additional cost to the State. The contractor shall indemnify and hold harmless
the State of Missouri and any Missouri government entity purchasing the contractor's
products from any claim arising out of the contractor's failure to comply with the
aforementioned requirements.
'ff
Securus has read, agrees, and complies.
Securus will promptly respond to any complaint brought to its attention regarding accessibility of
the products provided hereunder. Securus will resolve such complaints by bringing the product
into compliance with the applicable Missouri IT Accessibility Standards at no additional cost to the
State. Securus shall indemnify and hold harmless the State of Missouri and any Missouri
government entity purchasing the contractor's products from any claim arising out of the
contractor's failure to comply with the aforementioned requirements.
•
b. The contractor must abide by the Missouri Digital Media Developers (DMD) Web
Guidelines, which include the mandatory accessibility information for Section 508 and
Chapter 191 compliance for any web based systems. Refer to the following web site:
http://www.oa.mo.gov/itsd/cio/standards/ittechnology.htm.
fl
Securus has read, agrees, and complies.
Securus will abide by the Missouri Digital Media Developers (DMD) Web guidelines, which include
the mandatory accessibility information for Section 508 and Chapter 191 compliance for web based
systems.
Securus understands that Section 191.863 RS Mo states that Missouri agencies must comply with
Federal Section 508 accessibility guidelines and that the easiest ways to do this is to use standardsbased coding, starting with basic HTML, and using CSS to mark it up. This will allow our technology
to start with an accessible page and add design elements to enhance the visual impact for the
general public.
2.25
Optional Products and Services:
2.25.1
fl
•
The contractor should provide services for the detection and/or interruption of wireless
cotnmunications devices, such as cellular telephones and data communications devices within
the corrections facilities.
Securus has read, agrees, and complies.
Securus has indicated how the proposed optional products and services below would impact the
firm, fixed per minute call rate in Exhibit A.4. for collect, prepaid, and debit calls. Securus
understands that the state reserves the right to evaluate Securus' proposed pricing for optional
~
SECURus·
~...:.:._.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies .. Inc. All rights reserved.
185
products and services as part of the Proposed Method of Performance, Solution Functionality, and
Expertise of Personnel.
Securus is proposing the following Optional Products and Services, which Jowers rates and creates
a technology fund at the same time for deploying these solutions:
•
Additional fee-based options:
o
Cell Phone Detection and/or Interruption Services
o
Offender Voicemail
o
JLG Investigative Biometric
Enhance Investigative Resources
o
•
Non feE!·based options
o Huber Programming Services
o Word Spotting
o
PREA Hot Line
o
Officer Check In
Detection and Interruption of Wireless Communication Devices
Securus is proposing an additional rate per minute (identified in Exhibit A.4) for deploying services
for the detection and/or interruption of wireless communications devices, such as cellular
telephones and data communications devices within the corrections facilities.
•
Based on 2010 call volumes of more than 117 million minutes of use from the MODOC facilities,
Securus estimates that each one cent ($0.01) per minute increase represents $1 million of available
funding for deployment of technology for wireless detection and/or interruption services.
However, what is not known is which technology is best for the State of Missouri and how many
facilities would initially require this technology in the first year and beyond.
With the above questions still open, Securus recommends a multi-step approach to identify which
technology and associated vendor is appropriate for the Missouri Department of Corrections.
Securus knows from experience that each Department of Correction has policy, timing, financial,
operational and installation issues to address before making a final decision on where and how to
implement a solution to the problem of contraband cell phones in prisons.
Each potential solution can have significant impact to the day-to-day operations of your facilities.
For example, implementing a full-scale detection solution may require the installation of numerous
distributed antenna systems (DAS) inside your facilities to detect signals. Alternatively, a managed
access service solution may not require the installation of a distributed antenna system but may
require substantial policy considerations and changes that may require your staff to contact cellular
carriers to shut down cell usage from inside facilities.
•
186
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~SECURUS.
---~
Proposed Actions to Assist MODOC
Securus proposes to take the following actions to assist the state agency in
determining the best course of action for the Missouri Department of
Corrections. Securus proposes to provide services for the detection and /or
interruption of wireless communication devices, such as cellular telephones
and data communications devices within correctional facilities in the
following manner.
.~~
!..
\\
ADDED VALUE
---,
"~
Step 1.
The initial step will be to assist the Missouri Department of Corrections in identifying available
technology providers that meet the general specifications of the Missouri Department of
Corrections and would be available for a technology demonstration.
1. Deliverable provided by Securus - List of technology providers and description of
services, contact information and availability for demonstration.
•
Step 2.
Securus will provide a list of vendors to the Missouri Department of Corrections. MODOC will
approve vendors and Securus will then contact all approved providers and schedule a technology
demonstration for the MODOC personnel.
2. Deliverable provided by Securus - Schedule of demonstrations by the approved
technology providers including time and place in Jefferson City, Missouri.
Step 3.
Securus will host, coordinate, schedule, and confirm attendees at a technology demonstration
conference in Jefferson City, Missouri for having each approved vendor demonstrate their
technology and their approach to detecting and interrupting wireless communication devices
within facilities at the Missouri Department of Corrections.
3. Deliverable provided by Securus: Summary documentation by vendor of the technology,
approach, time required and estimated cost per site, from each vendor.
Step 4.
Upon conclusion of the technology demonstrations by the approved vendors, Securus will assist the
Missouri Department of Corrections in selecting a qualified vendor to deploy wireless detection and
interruption of wireless communication devices technology at the facility locations chosen by the
Missouri Department of Corrections.
4. Deliverable provided by Securus: Upon selection of the technology vendor by the State
of Missouri Department of Corrections, Securus will contract with the vendor to provide
services for the detection and/or interruption of wireless communications devices, such as
cellular telephones and data communications devices within the corrections facilities.
•
Step 5 .
~ SECl,JRUS-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
·
© 2011 Securus Technologies, Inc. All rights reserved.
--.--
187
Upon deployment of the selected technology, assistance may be required in working with the
cellular carriers (such as Verizon, AT&T, and Sprint) to affect the necessary actions as a result of
finding cell phones within the Missouri Department of Corrections facilities. Securus will provide
resources to work with cellular carriers to affect the required changes. The exact number of
resources and activities associated with this function will be by mutual agreement between the
parties.
5. Deliverable provided by Securus: Securus will provide human resources for the purpose
of contacting wireless carriers to request that they disconnect or suspend the wireless
service associated with wireless contraband phones found in Missouri Department of
Corrections' facilities. The exact number of resources are to be determined by the parties.
During the course of our preparation for this response, Securus contacted the numerous companies
that provide detection and interruption services and as a result would expect to have their interest
in participating in the above process.
Securus Service Approach
The Securus service approach is in the best interest of the Missouri Department of Corrections
because of the following:
1. The decision on which technology to deploy for MODOC should not be an "after thought"
associated with an offender phone system deployment.
2. The MODOC will have the opportunity to evaluate different technologies before full
deployment: of the solution.
•
3. MODOC will not be locked in to the recommended favored partner of the selected phone
vendor.
4. MODOC will have the option of using more than one wireless detection technology to
reflect the different requirements of different facilities.
5. Securus will include a managed service approach, during the entire life of the program, to
assist with the deployment and overall operation of a full service wireless detection and/or
interruption program, including interaction with the wireless phone carriers.
Securus has indicated in Exhibit A: 4-. how the proposed additional optional products and services
below would impact the firm, fixed per-minute call rate for collect, prepaid, and debit calls. Securus
understands that the state reserves the right to evaluate our proposed pricing for optional products
and services as part: of the Proposed Method of Performance, Solution Functionality, and Expertise
of Personnel.
Securus does not endorse any single specific technology or vendor but we can and have worked
with several providers. As such, we are including wireless phone detection capabilities as an
optional service offering to MODOC. Should MODOC desire to pursue our multistep offer as
described above; Securus will work with MODOC to identify the preferred provider. Securus will
then take on project management responsibilities to ensure a successful implementation of service .
•
188
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[,D SECUfHJS.
In preparation for this response, Securus has contacted Tecore Networks to request an suggested
approach to providing services to the Missouri Department of Corrections As a result of our
request, Tecore has provided the Executive Summary presented in the following figure.
Teefile networks
ExECUTIVE SUMMARY
Tecore• Net'wol1:s is pleased to present to Sewrus Tect• ldogtes (8ec0rus) !his proposal for a
ITIJ!li-tectlloklgy. kltelligent Netwak Access COOlroller (iNAC).
iN..O.C iS a revdu1ionary approach used to assist il 1he cootml of imcit cen phones ri
caredion3 ilsti!UtittlS. The iNAC capatxTlty provkJes Managed Access service wtich allows
cootrol~ Ille C001TT1U1ica00n Of trtrnlMl or LUTNanted devices wiH'lin a tageted area while
af!CMilg service to valid approwd users. Adcflfionalt/ the ~ can provxte SlJWOrt fir kf!'i
ragutatory fea!llras such as E911 emergency call atceSS aoo CALEA ~irr;l.
•
Teaxe's iN.AC sOOOOri miqUely balances lhe needs ct the facility, the comrwnity, lhe FCC •
al maja celluJar net.\mcs aid JXJ!Jlic safety tnus making it the cptimal sdll!ioo
rona:Wnal
faaTrties. Teoore prnviies a Ul suite of deployrrerrt an:! teclTiical support seMces. We ae
ISO !lXl12008 certilied and a hee (3) tine Wimer of 3GSM awcm!s.
ra
The an::hilecture of the proJXJSed oolutim will ptMde Securus the flexibilty to tailor lhe i'JAC
system 1D meet the reqliraments of ils ru>tomer. The ixtlJX)Sal aid pricing are structured as a
list of options that may be seleded as needed to form the best iNAC solutial for each faality.
As suc:h, the total sdutm wil be defined b'; ttre oplioos selected.
The Teca-e managerrmt team ~ the oppa!miiy to \Wrk wilh Securus. We p00e
ouselVes rn rur trad< mrord Of seM-g the needs or Wireless ne~ ~ artmd the
gbbe atn believe that \W have the JXUduds, tectmlo;ies, experience, focus aid resom:es to
exerute on the re<Pracl build-Ott. The Terora team stm:fs ra<Klyto support you_
Til<D )'OLI ag.-i for your merest in wor11ng with Teaxe.
Tim Murphy
Vire President, sales
Managed Access Systems
Tecore NetwoO:s
Phone: •1 (410)Bn-6338
Fax:
•1 (410)872-0010
emaH: tmurphy@!e!:ore.com
•
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
189
The Tecore proposal is designed to primarily cover the high security facilities.
Initial High Security Facilities
Site LocatioJ
Facility
Optimization Potential
Group 1
Jefferson City, MO
Jefferson City Correctional
Center
Algoa Correctional Center
The projected RF distribution for these
locations is anticipated to be a grouping of
outdoor antenna sets, repeaters (outdoor
and indoor). While the site survey and RF
plan is required to confirm the proper RF
coverage, Tecore is confident that the
grouping of the Jefferson City facilities
offers opportunity for optimization of the
site configuration. Since this is an outdoor
installation of RF capability, there is more
flexibility in the distribution of the signal
in the area.
Like the other sites, the optimization
possibilities will depend on the
accessibility to connectivity between the
sites and the RF signal distribution study.
Group 2
Moberly, MO
Moberly Correctional Center
Since this is an outdoor installation of RF
capability, there is more flexibility in the
distribution of the signal in the area.
Group 3
St. Joseph, MO
Western Reception, Diagnostic
and Correctional Center
Since this is an outdoor installation of RF
capability, there is more flexibility in the
distribution of the signal in the area.
Group4
Bowling Green, MO
Northeast Correctional Center
Since this is an outdoor installation of RF
capability, there is more flexibility in the
distribution of the signal in the area.
Group 5
Boonville, MO
Boonville Correctional Center
Since this is an outdoor installation of RF
capability, there is more flexibility in the
distribution of the signal in the area.
Group 6
Tipton, MO
Tipton Correctional Center
Since this is an outdoor installation of RF
capability, there is more flexibility in the
distribution of the signal in the area.
Group 7
Fulton, MO
Fulton Reception and Diagnostic
Center
Since this is an outdoor installation of RF
capability, there is more flexibility in the
distribution of the signal in the area.
The Tecore Networks information'is highly sensitive, confidential, and proprietary and has been
provided at the request ofSecurus Technologies, Inc.
190
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
•
~ SECU~us·
_
•
...._.
Offender Voice Mail
Securus through the SCP OTS uniquely offers the ability for offenders and
friends and family member to leave secure voicemail messages for each
other. Many times offenders experience difficulties connecting with busy
friends and family members or offenders may not be able to make a
regularly scheduled call. This optional service offering gives both parties
an opportunity for two-way communication without the need to be at a
telephone at the same time.
Alll)ED \TAI~UE
\_~
All voicernail calls will be subject to monitoring and recording. As a result,
investigators will have the same security tools as standard telephone calls.
•
Voicemail messages can be as long as 30 seconds each with a limit of ten messages per offender
per month. A typical voicemail message from a friend or family member could be "Missed talking
to you last night, call me tomorrow at 7:30. I was at John's baseball game and they won again. I'll
tell you about it tomorrow. Bye." A typical call from an offender could be 'Tm sorry I wasn't able to
call you yesterday, I'll call you at 7:30 tonight, looking forward to hearing about the game. Bye."
In order to make friends and family members aware of the voicemail program, Securus is able to
offer custom announcement during set up of a normal offender call. This custom announcement
would be played after
other call prompts are played to the called party. The announcement
would give the friend or family member instructions on how to set up a voicemail account.
all
How it Works
The following is an overview of how the Offender Voice Mail system functions.
Friend and Family (F&F) Voicemail Set-Up
•
F&F set-up voicemail by calling Correctional Billing Services at 1-800-844-6951 and
requesting voicemail service for Missouri Department of Corrections
•
F&F will then set up a 4 to 8 digit mailbox ID.
o
This mailbox ID will be used by the offender and friends and family member when
retrieving messages
o
All messages are subject to monitoring and recording.
Friends and Family Leaving a Message
•
•
F&F will call a toll free number to access the voicemail platform. This access number is
given to F&F when activate their voicemail account.
•
When the voicemail system answers, the system will prompt the F&F member for their
phone number and mailbox ID.
•
Once the number is validated by the system, the F&F will be prompted to record up to a
30-second message.
~ SECl,J_RlJS"
....___
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
191
Offender Message Retrieval and Reply
•
The offender calls the F&F member's telephone number.
•
If there is a message associated with the phone number, the system will ask the
offender if he or she wants to listen to the message.
o
The offender can listen to the message before the call connects
•
If the offender chooses to listen to the voicemail message, the system will prompt them
for the mailbox ID.
•
If authorized by ~he account holder (F&F), the offender may send a reply message to
the F&F member.
•
The offender has the option to listen to the message up to three times before it is
deleted. The message is also deleted once the offender terminates the call.
•
If the message is not retrieved within 15 days, it will automatically purge from the
system.
Offender Initiated Message
• lf an offender attempts to call the F&F member and the offender receives a busy /no
answer, the offender will be given an opportunity to leave a voicemail message for the
F&F member (who would be automatically notified by the system sometime later that
day).
•
o
F&F voicemail activation and authorization must be completed before an offender
can initiate a message.
o
Voicemail must be set to begin recording before the F&F home or cell phone
voicemail begins.
•
This is set up by counting the number of rings before the voicemail picks up.
Value to the Statt! Agency
Offenders' friends and family are able to initiate telephone contact with the
offender and the offender is able to leave messages for their friends when no
~
one is available to accept a call. Securus proposes to provide each offender with
"the ability to receive or send up to ten voicemails each month from friends and ADDED \TAf,UE
family (each one up to 30 seconds in length). This gives both parties an
\
opportunity for two-way communication, lessening the burden on correctional \~
officers by providing an alternative to their involvement in the event an
emergency contact with an offender is.required. It will also potentially reduce the anxiety level of
the offenders when they are experiencing difficulties contacting friends and family because they are
not available at the times the offender is able to call them.
•
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Missouri IOOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t;:J SECU8US.
...___•
JLG Investigative Biometric
Securus is proposing to provide investigative biometrics from JLG Technologies at a price per
minute as identified in Exhibit A.
Using breakthrough Department of Defense technology, JLG technology provided by Securus brings
powerful evidence gathering and investigative analysis tools to corrections and law enforcement
customers across the nation. Released in 2007, the /LG investigative biometric system employs
technology to identify and expose offenders who try to hide their identities to engage in criminal
activity. Far surpassing traditional biometrics, no other system on the market comes close to
providing these capabilities. As of October 2010 the system is currently under contract in 70
facilities in 15 states, automatically monitoring over 240,000 offenders and analyzing a staggering
98 million hours of offender telephone calls to date.
Unprecedented State-of-the-Art Technology
•
Securus can provide continuous voice recognition with Investigator Pro™ from JLG Technologies
LLC QLG). Investigator Pro™ is a powerful evidence gathering and investigative analysis tool. It uses
unprecedented state-of-the-art technology to "recognize" the voices of offenders over telephone
calls and exposes offenders who try to beat the system by hiding their identities to engage in
criminal activity. The system's easy-to-use dashboard automatically collects and analyzes a vast
amount of information that would otherwise be labor intensive to gather and interpret. This
breakthrough technology stands to dramatically change the way evidence is gathered, shared, and
incorporated into the investigation and prosecution process. The Investigator Pro™ system
provides the highest level of integrity, efficiency, and demonstrated effectiveness as an evidence
case management tool
One of th~ modules of the system is the CallPlayer Pro. This
playback system gives you the power to play and annotate calls
faster, with less duplication of effort. In addition, not only will the
Investigator Pro™ assist investigators in identifying which calls
should be targeted to review, it also provides a sophisticated
playback system with the power to play and annotate calls faster,
with less duplication of effort. The system provides the following
features:
•
'
Unprecedented
Capabilities
'
Every second of every
call is voice analyzed.
•
Ability to separate recorded voices and select only one voice to playback at a time
•
Speed or slow a conversation or single voice within a recording
•
User friendly playback module with intuitive buttons
•
Saves time, allowing for more productive use of staff time, better distribution of staff
resources and cost savings
•
Report feature allows for supervisory oversight, accountability and assessment of
staffs investigative skills and activities
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
193
Continuous VoicE! Verification with Investigator Pro
The Investigator Pro™ advanced voice identification technology was originally developed for the
U.S. Department of Defense for covert surveillance. Prior to its development, no technology existed
that was capable of performing the type of advanced surveillance functions to meet their needs. In
order to solve this problem, the Department of Defense approached the Massachusetts Institute of
Technology, home of the best voice analysis engineers in the world. MIT was tasked with creating a
system to automatically monitor and analyze phone calJs. Not surprisingly, they succeeded-and
delivered a cutting-edge solution with unprecedented capabilities.
In the current version of the Investigator ProT", offender call voices are analyzed immediately after
the call has been completed. Alerts are instantly available in The Investigator in the Real Time
status screen at th€! completion of each voice analysis. In the 1st quarter 2011 Investigator product
release, The Investigator Pro™ will provide real time alerts as the call is in progress.
Every second of every call is voice analyzed. The Investigator Pro™ does not utilize intermittent
verification because this type of identification allows offenders to converse undetected by passing
the telephone when the verification is prompted.
The capability to identify outside party voices is being added in the 1st quarter 2011 release of the
Investigatof Pro"™ product. If the called party voice is identified and labeled as a voice of interest, it
will be searched for in future phone conversations. If found, a notification will be sent to the
authorized officer that the participating caller is a "person of interest".
Through its relationship with MIT, JLG Technologies was granted an exclusive license to bring this
revolutionary technology to the corrections community. Securus can provide, as an optional
feature, the JLG Investigative biometric capability. This unique tool assists investigators in matching
a voice print to the offender and identifies possible instances where the offender may have
forwarded a call.
•
Value to the State Agency
The JLG investigative technology can be provided to Guarded Exchange for the purpose of providing
an additioncil analysis tool. Using this technology, provided by Securus and associated with an
additional per minute cost, Guarded Exchange will be able to analyze a call to determine if the
offender originating the call remains on the call or a former offender enters the call.
By using the Securus provided JLG technology combined with the Securus SCP OTS Word Spotting
feature and the Guarded Exchange technology, Securus can deliver the most qualified and
actionable call possible to the investigators.
•
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Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
Enhanced Investigative Resources
Securus is proposing to provide additional investigative resources at a price per minute as
identified in Exhibit A.4.
Securus will provide, through Guarded Exchange LLC, an enhanced investigative personnel
package which will include a minimum of 12 (twelve) additional highly qualified investigative
personnel to provide MODOC with additional investigative capabilities. These additional
investigators will have training and skills similar to those of investigative officers employed by
MODOC. Each "investigator" will be approved by MODOC Office of Inspector General before
utilization for call monitoring.
Value to the State Agency
•
It is Securus' intent in providing this enhanced
investigative personnel offering to supplement the
efforts of existing investigators. Additionally, by
offering this optional service Securus expects to
significantly contribute to the Office of Inspector
General's goals of identifying actionable calls as
quickly as possible and providing the most
substantive information from which to act.
Twelve (Minimum) Additional
Investigative Resources
Through Guarded Exchange LLC, Securus
will provide an enhanced investigative
personnel package.
H~ber & Associates Software Programming Services
Securus proposes to provide funding for program services provided by Huber & Associates based
on a professional fee of $125.00 per hour. On an annual basis, Securus will provide $50,000 per
year for these services or $250,000.00 over the life of the contract. This option will be provided at
no additional cost per minute.
Examples of these services are described as follows
Development of More Functional Monitoring Software
Huber & Associates needs to develop more functional monitoring software for the kiosks. The state
agency is becoming more and more reliant on the kiosks and need them to remain continuously
operational. Huber & Associates has done a great job in keeping the kiosks running, but the
numbers are growing and it is taking an increased amount of time to monitor. The state agency has
recently bought a kiosk for every wing of every housing unit with the implementation of Kiosk
Canteen Order Entry-this will be the only way to buy phone time.
Troubleshooting Phone Record Issues
If Huber & Associates encounters issues with phone records for the kiosk, time will be needed to
troubleshoot issues and getting the data back in sync.
•
Example of Programming Services Provided by Huber 8t Associates
r;:l SECURUS~ •.•:....:.....
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. An rights reserved.
195
·:.
The following table presents potential tasks that could be performed, along with expected
deliverables and example pricing for Huber & Associates programming services. Services will be
billed when a milestone is completed.
Milestone Description
Deliverable
I
! Example
Fee
Analysis
Interview state agency staff to plan and
define processes, inputs and outputs as
they relate to current and future kiosk
needs.
I
•
Documentation and working notes
•
•
List of current applications
•
Project Overview
$550
List of future applications
Design
Define process flow
Define System Configuration
1
User Interface design of applications
•
•
•
Stored Procedures
•
Operating System
•
•
Network Configuration
•
•
Screen Designs
1/0 Modules
$1100
Business Logic Modules
$1100
Hardware Configuration
$1650
•
Screen Navigation
Development
Web/Presentation Programming and
Testing
System Configuration
•
•
•
Programs
$5500
Customized Browser
Completed Configuration and diagnostic
programs
$2860
Testing and Rework
Testing and Rework
$2200
Implementation
Implementation at Central Office
•
Installation and Demo
$440
Project Management
Project Management
$1100
•
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Missouri IOOC RFP No. B2Z11019 for an Offender Telephone System
© ZOU Securus Technologies, Inc. All rights reserved.
~ SECU_~_us_·
Value to the Stat~ Agency
These programming services, which will be provided by Securus (at no cost to the state) during the
life of the contract, will enable the state agency to continue to improve investigative technologies,
offender services, and additional value added services.
I
Throughout the life of the contract Securus expects that new
technologies will b~come available and/or become appropriate for
the state agency operating environment. By earmarking dollars for
programming services, Securus can ensure that the technical
interfaces, additional software programming, and implementation
will be available to the state agency as required.
Integrated
Technology
. Added layer of call
recording analysis that no
othervendorwill be
providing.
'
I
SCP OTS Word Spotting
•
Securus is proposing to provide Word Spotting at no additional per minute charge. The results of
Securus Word Spotting will be provided to Guarded Exchange for the purpose of added value to the
technology that will be deployed for the Office of Inspector. Significantly, Securus will be
deploying our Word Spotting on ALL calls made through the SCP OTS. Once the initial filtering
is completed by the Securus Word Spotting technology, calls are provide to Guarded Exchange for
additional analysis and filtering. As a result, Securus significantly enhances both the Guarded
Exchange technology as well as the quality of the information provided to the Office of Inspector.
This is compared to other vendor's technology that may not have the architecture to efficiently
deploy the technolc>gy to monitor all calls from all locations.
The Securus Word Spotting solution was developed specifically for the corrections environment. As
an experienced innovator, Securus built and tested this technology in our development lab
using real calls placed by real offenders with feedback and direction from real investigators.
This approach ensures that the state agency will be using a premier investigative tool with the best
accuracy in the industry today.
SCP's Word Spotting features include the following components:
•
•
Default dictionary of more than 7,500 search words, which can be customized to meet the
facility's needs, including slang and jargon not found in standard dictionaries. As security
threat groups expand their code word vocabulary and new intelligence is gained, new
keywords can be added.
•
User-friendly interface where suspicious offenders or phone numbers can be selected for
ongoing searches.
•
Word Spotting search engine that automatically processes offenders or phone numbers
with no additional involvement from facility staff.
•
Integrated teporting that allows users to identify calls where specified keywords were
spoken .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
197
•
Unique feature that allows users to select suspicious recordings from the standard Call
Detail Report and send them through the search engine with a single mouse click.
Value to the State Agency
Securus Word Spotting will be made available to state agency investigators and will be fully
integrated with the Guarded Exchange technology. This will provide the state agency with an added
layer of call recording analysis that no other vendor will be providing. Securus Word Spotting will
be used in two ways.
Securus S-Gate User Interface
First, investigators will be able to use the Securus SCP OTS Word Spotting feature by accessing the
Securus S-Gate user interface and running reports that will highlight calls that were identified as
having the pre-determined words within the call recording. Investigators can then choose to listen
to the call or pass them on to Guarded Exchange for further analysis.
Guarded Exchange Monitoring Technology and Call Center
At the same time, the second way the Securus SCP Word
Spotting feature will be utilized is in concert with Guarded
Exchange monitoring technology and call center resources. In
this method, Guarded Exchange will identify the call recordings
that have been highlighted in the Securus SCP OTS as having
content that is listed in the Word Spotting library and will then
further analyze the call.
Exclusive offer tD
Mlssour11>epart111ent
•
of Corrections
This deeper level of analysis will consist of applying the
Exchange
Guarded Exchange technology to the call and Guarded
Exchange call center resources. If the call raises to Level 2 analysis by the Guarded Exchange call
monitoring resources, it will be further analyzed for referral to the Department of Corrections,
Office of Inspector General based on the criteria previously established.
This multiple level analysis is designed to virtually eliminate false positives and deliver the most
actionable call recordings back to the Office of Inspector General. By combining the Securus SCP
OTS Word Spotting technology with the Guarded Exchange technology and call center resources,
the Department of Corrections, Office of Inspector General can expect to review ONLY calls that
have met very stringent analysis and screening criteria prior to submission to them for review and
action. We expect that this solution will deliver the highest possible efficiencies for investigators
and create the best use of investigators time.
•
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Missouri l)OC RFP No. 62Z11019 for an Offender Telephone System
© 2011 Securns Technologies, Inc. All rights reserved.
~SECURUS'
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