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IN Contract Request for Proposal 2010

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Request for Proposals 10-55
On Behalf Of
Indiana Department of Corrections
Solicitation For:

Offender Pay Telephone Service
Response Due Date: July 14,2010 JURe 30, 2010 3:00 PM
Eastern Time
Teresa Deaton-Reese, Senior Account Manager
Indiana Department of Administration
Procurement Division
402 W. Washington St., Room W478
Indianapolis, Indiana 46204





RFP 10-55



In accordance with Indiana statute, including IC 5-22-9, the Indiana Department of
Administration (IDOA), acting on behalf of the Indiana Office of Technology (lOT) and the
Indiana Department of Correction (IDOC) requires Offender telephone services, with a state of
the art call control system that includes call control and recording, full investigative capabilities,
and billing. Public payphone services, public internet kiosks, and public pay per use Wi-Fi access
are also required under this RFP. This includes all local and long distance calling, voice and data
circuits, hardware, software, cabling, conduit, personnel, and other items and services necessary
to provide a completely operational, fully functional, and reliable service. It is the intent of
IDOA to solicit responses to this Request for Proposals (RFP) in accordance with the statement of
work, proposal preparation section, and specifications contained in this document. This RFP is
being posted to the IDOA website ( for downloading. A
nominal fee will be charged for providing hard copies. Neither this RFP nor any response
(proposal) submitted hereto are to be construed as a legal offer.


Following are explanations of terms and abbreviations appearing throughout this RFP. Other
special terms may be used in the RFP, but they are more localized and defined where they appear,
rather than in the following list.
Allowed Calls

Collect only calls that an offender inside a correctional facility is allowed
to place. These telephone numbers must have prior approval from the
facility superintendent and must be keyed into the call control database
prior to successful call connection. These calls may be
monitored/recorded depending upon if they are to a confirmed attorney
or elected official.

Call Control System

A digital software based system that consists of, but is not limited to the
following features: Programmable for system wide or individual
telephone PIN allowing/disallowing. Offender telephone tum on/off by
time/day, call timing, allowed/disallowed numbers, offender conference
call detection, 3-way call detection, call forwarding detection and
preventions, on line call data infonnation, clock synchronization with
monitor/recording equipm~nt, do not monitor or record block, designated
scripting, voice overlays, etc.

Call Detail Record

The record of the call indicating the originating telephone number, PIN,
offender ID number associated to PIN, discomlect type/reason, number
called, date, time, length of call, and any other "flags" (i.e. 3-way,
confidential, hot number) pertaining to that call.

Collect Call

A call in which the called party pays all the charges.


Pagel.of (;1


Department of Natural Resources. Properties include state parks, and
inns, reservoirs, fish and wildlife areas, and nature centers.


The Indiana Department of Correction.


Shall be taken in its general sense and shall not mean identical. These
specifications are for the sole purpose of establishing the minimum
requirements or level of quality, standards of performance and design
required and are in no way intended to prohibit the bidding of any
manufacture's item of equal material properties and performance. The
State of Indiana shall be the sole judge of equivalence in its best interest,
and the decision of the State as to the equivalence shall be final.


The Indiana Administrative Code.


The Indiana Code.


The Indiana Department of Administration

Full Time Equivalent

The State defines PTE as a measurement of an employee's
productivity on a specific project or contract. An FTE of 1 would mean
that there is one worker fully engaged on a project. If there are two
employees each spending 1/2 of their working time on a project that
would also equal 1 FTE.


The successful implementation ofthe services specified within the scope
of this RFP at the IDOC facilities and other locations specified in this
RFP and the contract resulting from this RFP.


Indiana Department of Transportation. Properties include rest areas, toll
plazas, and weigh stations.


The delivery and physical setup of products or services requested in this


The hldiana Office of Technology.


Juvenile Data System

Major System Failure

A major outage is any outage that causes a degradation of service to
20% or more of the phones at any facility/location or within any
individual bank of phones. This shall also include all hardware,
software, and features of the call control system and automated operator
scripting. Respondent will provide a response time of four (4) hours, 24
hours a day, 7 days a week, 365 days a year for all major outages.

Minor System Failure

A minor outage is any outage that affects less than 20% of the pay
phones at any facility/location or within any individual bank of phones.
This shall also include all hardware, software, and features of the call
control system and automated operator scripting. Respondent will







proVIde a response tIme of eIght (8) hours, 24 hours a day, 7 days a
week, 365 days a year for all minor outages.

Mean Option Score. Provides a numerical indication of the perceived
quality of received media after compression and/or transmission.

Offender telephone

Collect/prepay/debit only phones that are located in correctional facilities
for offender use. These phones are equipped with a call control and
recording system that allows IOOC to administer and monitor all calls
made from the payphones.


Offender Information System. IOOC's computerized portion of the
management information system designed to collect, store, process and
disseminate data on offenders committed to the jurisdiction of the IOOC.

Other Governmental

An agency, a board, a branch, a bureau, a commission, a council, a
depaIiment, an institution, an office, or another establishment of any of
the following:
(1) The judicial branch.
(2) The legislative branch.
(3) A political subdivision (includes towns, cities, local governments,
(4) A state educational institution


Offender Trust System.


Tangible goods or manufactured items as specified in this RFP.


An offer as defined in IC 5-22-2-17.

Public Telephones

Any public payphone located at any State of Indiana facility or property
that is selected by the State for participation under this Contract.


Quality of Service


An offeror as defined in IC 5-22-2-18. The State will not consider a
proposal responsive if two or more offerors submit ajoint or combined
proposal. One entity or individual must be clearly identified as the
Respondent who will be ultimately responsible for perfonnance of the


Statewide automated victim information and notification, allows Indiana
residents to receive real-time infonnation and notification about the
custody status of offenders in all 92 counties. Users can register to be
notified about an offender's placement, release, transfer, or other change.
There is no cost to use the service and users can access offender
infonnation by telephone or the Internet.


Work to be performed as specified in this RFP.




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The State of Indiana

State Agency

As defined in rc 4-13-1, "state agency" means an authority, board,
branch, commission, committee, department, division, or other
instrumentality of the executive, including the administrative, department
of state government.


Teletypewriter device. Also referred to as TDD Telephone Device for
the Deaf.


Any successful Respondent selected as a result ofthe pr()curement
process to deliver the products or services requested by this RFP.


Voice over internet protocol.



The purpose ofthis RFP is to select a vendor that can satisfy the State's need for offender phones,
with call controls, investigative tools, cellular detection, and recording capabilities; public
payphones, public internet kiosks, and public pay per use Wi-Fi access at designated facilities.
This includes all hardware, software, cabling, conduit and other items necessary to provide a
completely operational and fully functional service. It is the intent ofIOT & IDOC to contract
with a vendor that provides the highest quality of services specified within this RFP for rOT &
The State currently has contracts in place with Global Tel Link (GTL) and Securus. GTL
provides the local and intraLATA calling, and the call control and recording equipment.
Securus provides the interstate and interLATA calling. The State desires to retain the same
offender calling features currently provided by these vendors, as well as making several
enhancements to provide enhanced security and improved investigative capabilities along
with high quality digital recordings of the recorded calls. IDOC currently allows
outbound, 0+ collect calls, prepaid, advanced connect, and prepaid debit calls. Offenders
are allowed to call 20 established (personal) numbers. These numbers are reviewed and
approved by IDOC before they are pennitted on the offender's allowed calling list. The
call duration is typically limited to 15-30 minutes, and is detennined by the Superintendent
at each facility. Legal (attorney) calls are separate from the list and are not limited in
duration. The State also has several free numbers that may be called such as Crime
Stoppers, The State Public Defenders Office, sexual victimization hotline, gang hotlines,
and TIPS lines.
The CUtTent systems are a mixture oflegacy analog T-Netix (Combridge) equipment,
which varies by facility. Smaller facilities are presently connected to larger facilities
utilizing ring down or other data circuits. As a result of this RFP, all DOC facilities are
required to have a call control & digital recording system either onsite or at an
acceptable networked location that is accessible by the administrators, investigators,
or authorized State staff from any workstation on the system or via a secure
connection from any PC via the internet. All locations must be provided with
contractor provided workstations that are capable of downloading call recordings
and records for investigative purposes and for legal proceedings. This includes the


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ability to print reports, access and listen to recordings and view and compare call
detail records, email CDR's and recordings, and burn CD's or DVD's of call records
and recordings.
The contract resulting from this RFP will also include any future IDOC facilities and/or
facility expansions, other state properties such as INDOT rest areas, DNR locations, and
other state locations as deemed necessary by the State and or Contractor during the term of
the resulting contract and any subsequent renewals.
Respondents should take notice that it is essential that the current quality and level of
service that the State receives not decrease, and that the cost of services to the public and
offenders, and their friends and family members decrease. Said service should be made
available at a fair and competitive cost to all users that make and or receive and pay for
calls from offender and public payphones located on State property.



The outline of this RFP document is described below:



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Section 1 - General Infonnation
and Requested Products or

This section provides an overview of the RFP,
general time lines for the process, and a summary
of the products/services being solicited by the
State/Agency via this RFP

Section 2 - Proposal Preparation

This section provides instructions on the fonnat
and content of the RFP including a Letter of
Transmittal, Business Proposal, Technical
Proposal, and a Cost Proposal

Section 3 - Proposal Evaluation

This section discusses the evaluation criteria to be
used to evaluate respodents' proposals

Attachment A

M/WBE Participation Plan Fonn

Attachment B

Sample Contract

Attachment C

Indiana Economic Impact Fonn

Attachment D

Technical Specifications

Attachment E

Offender Population Statistical Report

Attachment F

IDOC Site listing, calling infonnation, set counts,
historical data by facility and public payphone






Attachment G
Attachment H

Call Cost Proposal & Commissions Worksheet

Attachment I

IDOC Current Call Process Detail

Attachment J

Question & Answer Submission Form

Attachment K


Indiana Code 5-22-23

Site Visit Schedule


All questions/inquiries regarding this RFP must be submitted in writing by the deadline
of3:00 p.m. Eastern Time on June 11,2010. Questions/Inquiries may be submitted via
fax (317-232-7312) or email and must be received by Procurement
Division by the time and date indicated above. All Question must be submitted on
Attachment J.
Following the question/inquiry due date, Procurement Division personnel will compile a
list of the questions/inquiries submitted by all Respondents. The responses will be posted
to the IDOA website according to the RFP timetable established in Section 1.23. The
question/inquiry and answer lime will become active after responses to all questions have
been compiled. Only answers posted on the IDOA website will be considered official
and valid by the State. No Respondent shall rely upon, take any action, or make any
decision based upon any verbal communication with any State employee.
Inquiries are not to be directed to any staff member ofIOT or IDOC. Such action may
disqualify Respondent from further consideration for a contract resulting from this RFP.
If it becomes necessary to revise any part of this RFP, or if additional information is
necessary for a clearer interpretation of provisions of this RFP prior to the due date for
proposals, an addendum will be posted on the IDOA website. If such addenda issuance is
necessary, the Procurement Division may extend the due date and time of proposals to
accommodate such additional information requirements, if required.


All proposals must be received at the address below by the .Procurement Division no later
than 3:00 p.m. Eastern Time on July 14,2010 June 30, 2010. Each Respondent must
submit one original hard-copy (marked "Original") and one original CD-ROM
(marked "Original") and seven (7) complete copies on CD-ROM of the proposal,
including the Transmittal Letter and other related documentation as required in this RFP.
The original CD-ROM will be considered the official response in evaluating responses



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for scoring and protest resolution. The respondent's proposal response on this CD
may be posted on the IDOA website, ( if
recommended for selection. Each copy of the proposal must follow the format indicated
in Section Two of this document. Unnecessarily elaborate brochures or other
presentations, beyond those necessary to present a complete and effective proposal, are
not desired. All proposals must be addressed to:
Teresa Deaton-Reese, CPPO, CPPB
Indiana Department of Administration
Procurement Division
402 West Washington Street, Room W478
Indianapolis, IN 46204
If you hand-deliver solicitation responses:
To facilitate weapons restrictions at Indiana Government Center North and Indiana
Government Center South, as of July 21, 2008, the public must enter IGC buildings
through a designated public entrance. The public entrance to Indiana Government
Center South is located at 302 W. Washington st. (the eastern-most Washington st.
entrance). This entrance will be equipped with metal detectors and screening devices
monitored by Indiana State Police Capitol Police.

Passing through the public entrance may take some time. Please be sure to take this
information into consideration if your company plans to submit a solicitation response in
If you ship or mail solicitation responses: United States Postal Express and Certified
Mail are both delivered to the Government Center Central Mailroom, and not directly to
the Procurement Division. It is the responsibility of the Respondent to make sure that
solicitation responses are received by the Procurement Division at the Department of
Administration's reception desk on or before the designated time and date. Late
submissions will not be accepted. The Department of Administration, Procurement
Division clock is the official time for all solicitation submissions.

All proposal packages must be clearly marked with the RFP number, due date, and time
due. Any proposal received by the Department of Administration, Procurement Division
after the due date and time will not be considered. Any late proposals will be returned,
unopened, to the Respondent upon request. All rejected proposals not claimed within 30
days of the proposal due date will be destroyed.
No more than one proposal per Respondent may be submitted.
The State accepts no obligations for costs inclUTed by Respondents in anticipation of
being awarded a contract.
All proposals submitted to the State should be double-sided and printed on 30%
post-consumer recycled content paper or tree-free paper. When possible, soy ink
should be used.


Page q



A pre-proposal conference will be held on Tuesday, June 8, 2010 at the Indiana
Government Center, Conference Room 14 at 1:30 PM Eastern Time. At this conference,
potential respondents may ask questions about the RFP and the RFP process.
Respondents are reminded that no answers issued verbally at the conference are binding
on the State and any information provided at the conference, unless it is later issued in
writing, also is not binding on the State.


Modifications to responses to this RFP may only be made in the manner and format
described in Section 1.6 and clearly identified as a modification.
The Respondent's authorized representative may withdraw the proposal, in person, prior
to the due date. Proper documentation and identification will be required before the
Procurement Division will release the withdrawn proposal. The authorized representative
will be required to sign a receipt for the withdrawn proposal.
Modification to, or withdrawal of, a proposal received by the Procurement Division after
the exact hour and date specified for receipt of proposals will not be considered.


Pricing on this RFP must be firm and remain open for a period of not less than 180 days
from the proposal due date.
Please refer to the Cost Proposal sub-section under Section 2 for a detailed discussion of
the proposal pricing format and requirements.


The State reserves the right to request clarifications on proposals submitted to the State.
The State also reserves the right to conduct proposal discussions, either oral or written,
with Respondents. These discussions could include request for additional information,
request for cost or technical proposal revision, etc. Additionally, in conducting
discussions, the State may use information derived from proposals submitted by
competing respondents only if the identity of the respondent providing the information is
not disclosed to others. The State will provide equivalent information to all respondents
which have been chosen for discussions. Discussions, along with negotiations with
responsible respondents may be conducted for any appropriate purpose.




(0 -~f Q

The Procurement Division will schedule all discussions. Any information gathered
through oral discussions must be confirmed in writing.
A sample contract is provided in Attachment B. Any requested changes to the sample
contract must be submitted with your response (See Section 2.3.5 for details). The State
reserves the right to reject any of these requested changes. It is the State's expectation
that any material elements ofthe contract will be substantially finalized prior to contract


The State may request best and final offers from those Respondents determined by the
State to be reasonably viable for contract award. However, the State reserves the right to
award a contract on the basis of initial proposals received. Therefore, each proposal
should contain the Respondent's best terms from a price and technical standpoint.
Following evaluation of the best and final offers, the State may select for final contract
negotiations/execution the offers that are most advantageous to the State, considering cost
and the evaluation criteria in this RFP.


The State may request a site visit to a Respondent's worldng support center to aid in the
evaluation of the Respondent's proposal. Site visits, if required will be discussed in the
technical proposal.


The State intends to sign a contract with one or more Respondent(s) to fulfill the requirements in
this RFP.
The initial tenn of the contract shall be for a period of (4) four years from the date of contract
execution. There may be two (2) two (2) year renewals for a total of up to four (4) years at the
State's option. Total possible contract tenn including all extel)sions is eight (8) years.



Respondents are advised that materials contained in proposals are subj ect to the Access to
Public Records Act (APRA), IC 5-14-3 et seq., and, after the contract award, the entire
RFP file may be viewed and copied by any member of the public, including news
agencies and competitors. Respondents claiming a statutory exception to the APRA must
place all confidential documents (including the requisite number of copies) in a sealed
envelope clearly marked "Confidential" and must indicate in the Transmittal Letter and
on the outside of that envelope that confidential materials are included. The Respondent
must also specify which statutory exception of APRA that applies. The State reserves the
right to make detelminations of confidentiality. If the Respondent does not identify the
statutory exception, the Procurement Division will not consider the submission


confidential. If the State does not agree that the information designated is confidential
under one of the disclosure exceptions to APRA, it may seek the opinion of the Public
Access Counselor. Prices are not confidential information.
1.16 TAXES
Proposals should not inclu9.e any tax from which the State is exempt.


In order to receive an award, you must be registered as a bidder with the Department of
Administration, Procurement Division. Therefore, to ensure there is no delay in the
award all Respondents are strongly encouraged to register prior to submission of their
response. Respondents should go to .


If awarded the contract, the Respondent will be required to register, and be in good
standing, with the Secretary of State. The registration requirement is applicable to all
limited liability partnerships, limited partnerships, corporations, S-corporations, nonprofit
. corporations and limited liability companies. Information concerning registration with
the Secretary of State may be obtained by contacting:
Secretary of State of Indiana
Corporation Division
402 West Washington Street, EO 18
Indianapolis, IN 46204
(317) 232-6576



Responses to this RFP serve as a representation that it has no cutTent or outstanding
criminal, civil, or enforcement actions initiated by the State, and it agrees that it will
immediately notify the State of any such actions. The Respondent also certifies that
neither it nor its principals are presently in anears in payment of its taxes, permit fees or
other statutory, regulatory or judicially required payments to the State. The Respondent
agrees that the State may confirm, at any time, that no such liabilities exist, and, if such
liabilities are discovered, that State may bar the Respondent from contracting with the
State, cancel existing contracts, withhold payments to setoff such obligations, and
withhold further payments or purchases until the entity is cutTent in its payments on its
liability to the State and has submitted proof of such payment to the State.


Pursuant to IC 4-13-16.5 and in accordance with 25 lAC 5, it has been determined that
there is a reasonable expectation of minority and woman business enterprises
subcontracting opportunities on a contract awarded under this RFP. Therefore a contract



goal of 8% for Minority Business Enterprises and 8% for Woman Business Enterprises
have been established and all respondents will be expected to comply with the regulation
set forth in 25 IAC 5.
Failure to meet these requirements will affect the evaluation of your proposal.


In accordance with 25 lAC 5-5, the respondent is expected to submit with its proposal a
MWBE Subcontractor Commitment Form. The Form must show that there are,
participating in the proposed contract, Minority Business Enterprises (MBE) and Women
Business Enterprises (WBE) listed in the Minority and Women's Business Enterprises
Division (MWBED) directory of certified firms located at If participation is met through use of vendors who
supply products and/or services directly to the Respondent, the Respondent must provide
a description of products and/or services provided that are directly related to this proposal
and the cost of direct supplies for this proposal. Respondents must complete the
Subcontractor Commitment Form in its entirety.
Failure to meet these goals will affect the evaluation of your Proposal. The Department
reserves the right to verify all information included on the MWBE Subcontractor
Commitment Form.
Respondents are encouraged to contact and work with MWBED at 317-232-3061 to
design a subcontractor commitment to meet established goals as referenced in this

Prime Contractors must ensure that the proposed subcontractors meet the
following criteria:




Must be listed on the IDOA Directory of Certified Firms
Each firm may only serve as once classification - MBE or WBE
A Prime Contractor who is an MBE or WBE must meet subcontractor goals
by using other listed certified films. Certified Prime Contractors cannot count
their own workforce or companies to meet this requirement.
Must serve a commercially useful function. The firm must serve a valueadded purpose on the engagement.
Must provide goods or service only in the industry area for which it is
certified as listed in the directory at
Must be used to provide the goods or services specific to the contract
National Corporate Diversity Plans are generally not acceptable



h { ...

Page 13


A signed letter(s), on company letterhead, from the MBE and/or WBE must accompany
the MWBE Subcontractor Commitment Form. Each letter shall state and will serve as
acknowledgement from the MBE and/or WBE of its subcontract amount, a description of
products and/or services to be provided on this project and approximate date the
subcontractor will perform work on this contract. The State will deny evaluation points if
the letter(s) is not attached, not on company letterhead, not signed and/or does not
reference and match the subcontract amount and the anticipated period that the
Subcontractor will perform work for this solicitation.
By submission of the Proposal, the Respondent acknowledges and agrees to be bound by
the regulatory processes involving the State's MlWBE Program. Questions involving the
regulations governing the MWBE Subcontractor Commitment Form should be directed
to: Minority and Women's Business Enterprises Division at (317) 232-3061 or


The Respondent specifically agrees to comply with the provisions of the Americans with
Disabilities Act of 1990 (42 U.S.C. 12101 et seq. and 47 U.S.C. 225).


The following timeline is only an illustration of the RFP process. The dates associated
with each step are not to be considered binding. Due to the unpredictable nature of the
evaluation period, these dates are commonly subject to change. At the conclusion of the
evaluation process, all Respondents will be informed of the evaluation team's [mdings.

Key RFP Dates:

I •••

..• ....... >

'(\.ctiyit:y .••.. ••.•. ,. . . . . . .

............. i




Issue ofRFP



Deadline to Submit Written Questions



Pre-Proposal Conference

Response to Written Questions/RFP


Submission of Proposals
7/14/2010 6,l3Q,l;!QIQ


............ '.'

. ....



r3 _"


Proposal Evaluation


Best and Final Offers (if necessary)


Contract Award



Oral Presentations (if necessary)



Proposal Discussions/Clarifications (if






To facilitate the timely evaluation of proposals, a standard format for proposal
submission has been developed and is described in this section. All Respondents are
required to format their proposals in a manner consistent with the guidelines described
• Each item must be addressed in the Respondent's proposal.
• The Transmittal Letter must be· in the form of a letter. The business and technical
proposals must be organized under the specific section titles as listed below.


The Transmittal Letter must address the following topics except those specifically
identified as "optional."

Agreement with Requirement in listed in Section 1
The Respondent must explicitly acknowledge understanding of the general
information presented in Section 1 and agreement with any
requirements/conditions listed in Section 1.


Summary of Ability and Desire to Supply the Required Products or
The Transmittal Letter must briefly summarize the Respondent's ability to
supply the requested products and/or services that meet the requirements
defined in Section 2.4 of this RFP. The letter must also contain a statement
indicating the Respondent's willingness to provide the requested products
and/or services subject to the tenns and conditions set forth in the RFP
including, but not limited to, the State's mandatory contract clauses.






2.2.3 Signature of Authorized Representative
A person authorized to commit the Respondent to its representations and
who can certify that the information offered in the proposal meets all
general conditions including the information requested in Section 2.3.4,
must sign the Transmittal Letter. In the Transmittal Letter, please
indicate the principal contact for the proposal along with an address,
telephone and fax number as well as an e-mail address, if that contact
is different than the individual authorized for signature.

Respondent Notification
Unless otherwise indicated in the Transmittal Letter, Respondents will be
notified via e-mail.
It is the Respondent's obligation to notify the Procurement Division of any
changes in any address that may have occurred since the origination of this
solicitation. The Procurement Division will not be held responsible for
incorrect vendor/contractor addresses.



The Business Proposal must address the following topics except those specifically
identified as "optional."

General (optional)
This section of the business proposal may be used to introduce or
summarize any information the Respondent deems relevant or important
to the State's successful acquisition of the products and/or services
requested in this RFP.


Respondent's Company Structure
The legal form of the Respondent's business organization, the state in
which formed (accompanied by a certificate of authority), the types of
business ventures in which the organization is involved, and a chart of the
organization are to be included in this section. If the organization includes
more than one product division, the division responsible for the
development and marketing of the requested products and/or services in
the United States must be described in more detail than other components
of the organization.


Company Financial Information


E)(~=1IBIJ i3
Pag e _fl-,-b_ of JLL
This section must include the Respondent's financial statement, including
an income statement and balance sheet, for each of the two most recently
completed fiscal years. The financial statements must demonstrate the
Respondent's fmancial stability. Ifthe financial statements being
provided by the Respondent are those of a parent or holding company,
additional financial information should be provided for the
entity/organization directly responding to this RFP.

Integrity of Company Structure and Financial Reporting
This section must include a statement indicating that the CEO and/or CFO
has taken personal responsibility for the thoroughness and correctness of
any/all fmancial information supplied with this proposal. The particular
areas of interest to the State in considering corporate responsibility include
the following items: separation of audit functions from corporate boards
and board members, if any, the manner in which the organization assures
board integrity, and the separation of audit functions and consulting
services. The State will consider the information offered in this section to
determine the responsibility of the Respondent under IC 5-22-16-1(d).
The Sarbanes Oxley Act of 2002, H.R. 3763, is NOT directly applicable to
this procurement; however, its goals and objectives may be used as a
guide in the determination of corporate responsibility for fmancial reports.


Contract Terms/Clauses
A sample contract that the state expects to execute with the successful
Respondent(s) is provided in Attachment B. This contract contains both
mandatory and non-mandatory clauses. Mandatory clauses are listed
below and are non-negotiable. Other clauses are highly desirable. It is the
State's expectation that the final contract will be substantially similar to
the sample contract provided in Attachment B.
In your Transmittal Letter please indicate acceptance of these mandatory
contract terms (see section 2.2.2). In this section please review the rest of
the contract and indicate your acceptance of the non-mandatory contract
clauses. If a non-mandatory clause is not acceptable as worded, suggest
specific alternative wording to address issues raised by the specific clause.
If you require additional contract terms please include them in this section.
To reiterate it's the State's strong desire to not deviate from the contract
provided in the attachment and as such the State reserves the right to reject
any and all of these requested changes.
The mandatory contract terms are as follows:




Authority to Bind Contractor
Duties of Contractor, Rate of Pay, and Term of Contract
Compliance with Laws
Drug-free Workplace Provision and Certification
Funding Cancellation
Governing Laws
Non-discrimination clause
Penalties/Interest/Attorney's Fees
Non-collusion and Acceptance
Information Technology *Only mandatory when contract
is for IT products or services

Any or all portions of this RFP and any or all portions of the Respondents
response may be incorporated as part of the final contract

The Respondent must include a list of at least four (4) clients for whom
the Respondent has provided products andlor services that are the same or
similar to those products and/or services requested in this RFP. Any state
government for whom the respondent has provided these products
and services must be included; also to be included are customers with
locations in or near Indianapolis, as site visits may be requested
Information provided should include the name, address, email address, and
telephone number of the client facility and the name, title, and phone/fax .
numbers of a person who may be contacted for further information.


Registration to do Business
Secretary of State
If awarded the contract, the Respondent will be required to be registered,
and be in good standing, with the Secretary of State. The registration
requirement is applicable to all limited liability partnerships, limited
partnerships, corporations, S-corporations, nonprofit corporations and
limited liability companies. The Respondent must indicate the status of
registration, if applicable, in this section of the proposal.
Department of Administration, Procurement Division
Additionally, respondents must be registered with the IDOA. This can be
accomplished on-line at





The IDOA Procurement Division maintains two databases of vendor
information. The Bidder registration database is set up for vendors to
register if you are interested in selling a product or service to the State of
Indiana. Respondents may register on-line at no cost to become a Bidder
with the State ofIndiana. To complete the on-line Bidder registration, go
to The Bidder registration offers email
notification of upcoming solicitation opportunities, corresponding to the
Bidder's area(s) of interest, selected during the registration process.
Respondents do need to be registered to bid on and receive email
notifications. Completion of the Bidder registration will result in your
name being added to the Bidder's Database, for email notification. The
Bidder registration requires some general business information, an
indication of the types of goods and services you can offer the State of
Indiana, and locations(s) within the state that you can supply or service.
There is no feeto be placed in Procurement Division's Bidder Database.
To receive an award, you must be registered as a bidder.
Problems or questions concerning the registration process or the
registration form can be e-mailed to Arney Redding, Vendor Registration
Coordinator,, or you may reach her by phone
at (317) 234-3542.

Authorizing Document
Respondent personnel signing the Transmittal Letter of the proposal must
be legally authorized by the organization to commit the organization
contractually. This section shall contain proof of such authority. A copy of
corporate bylaws or a corporate resolution adopted by the board of
directors indicating this authority will fulfill this requirement.


The Respondent is responsible for the performance of any obligations that
may result from this RFP, and shall not be relieved by the nonperformance of any subcontractor. Any Respondent's proposal must
identify all subcontractors and describe the contractual relationship
between the Respondent and each subcontractor. Either a copy of the
executed subcontract or a letter of agreement over the official signature of
the firms involved must accompany each proposal.
Any subcontracts entered into by the Respondent must be in compliance
with all State statutes, and will be subject to the provisions thereof. For
each portion of the proposed products or services to be provided by a
subcontractor, the technical proposal must include the identification of the
functions to be provided by the subcontractor and the subcontractor's
related qualifications and experience.




E)(~~ B~Iar



The combined qualifications and experience of the Respondent and any or
all subcontractors will be considered in the State's evaluation. The
Respondent must furnish information to the State as to the amount of the
subcontract, the qualifications of the subcontractor for guaranteeing
performance, and any other data that may be required by the State. All
subcontracts held by the Respondent must be made available upon request
for inspection and examination by appropriate State officials, and such
relationships must meet with the approval of the State.
The Respondent must list any subcontractor's name, address and the state
in which formed that are proposed to be used in providing the required
products or services. The subcontractor's responsibilities under the
proposal, anticipated dollar amount for subcontract, the subcontractor's
form of organization, and an indication from the subcontractor of a
willingness to carry out these responsibilities are to be included for each
subcontractor. This assurance in no way relieves the Respondent of any
responsibilities in responding to this RFP or in completing the
commitments documented in the proposal. The Respondent must indicate
which, if any, subcontractors qualify as a Minority or Women Owned
Business under IC 4-13-16.5-1. See Section 1.21 and Attachment A for
Minority and Women Business information.
2.3.10 Extension of Pricing to Other Governmental Bodies
Please indicate your willingness to extend the pricing provided to the State
in your RFP response, to Other Governmental Bodies (Note: this is a
requirement). Each Respondent is also asked to address this in your
Business Proposal.


The Technical Proposal must be divided into the sections as described in Attachment D.
Every point made in each section must be addressed in the order given. The same outline
numbers must be used in the response. RFP language should not be repeated within the
response. Where appropriate, supporting documentation may be referenced by a page and
paragraph number. However, when this is done, the body of the technical proposal must
contain a meaningful summary of the referenced material. The referenced document must
be included as an appendix to the technical proposal with referenced sections clearly
marked. If there are multiple references or multiple documents, these must be listed and
organized for ease of use by the State



The State requires the call rates and commissions associated with this RFP be a firm
commission that must remain open and in effect for a period of not less than 180 days


from the proposal due date as well as any extensions agreed to in the course of contract
Commissions associated with this RFP are to be paid on gross revenue.
It is essential that the current levels of service remain the same or improve, and the

costs of services to public and offender users and their friends and family members
decrease. Said service should be made available at a fair and competitive rate to all
users, including the general public, offenders, their family members, and friends
who make and or receive calls from offender phones, and payphones located on
State property.
For purposes of evaluation, a baseline will be used based on previous contract history.
The baseline that will be used here is based on an approximation of the historical average
The baseline figures that should be used are 32.5 cents per minute rate for Offender Calls
with the Commission Rate of 35%.

Public Payphone Local Coin Call rate cannot be greater than .50 cents per call.
Public Payphone Commission is 18%.
Pricing to be submitted on Attachment H.
See Addendum 4 for additional detail.


All companies desiring to do business with state agencies must complete an "Indiana
Economic Impact" form (Attachment C). The collection and recognition of the
information collected with the Indiana Economic Impact form places a strong emphasis
on the economic impact a project will have on Indiana and its residents regardless of
where a business is located. The collection of this information does not restrict any
company or firm from doing business with the state.


It is the Respondent's responsibility to confirm its Buy Indiana status for this portion of
the process. If a Respondent has previously registered its business with IDOA, go to
the tab titled Buy Indiana. Select the appropriate category for your business.
Respondents may only select one category. Certify this selection by clicking the check
box next to the certification paragraph. Once this is complete, save your selection and
exit your account.







Respondents that have not previously registered with IDOA must go to and click on the lin1e to register. During the registration
process, follow the steps outlined in the paragraph above to certify your business' status.
The registration process should be complete at the time of proposal submission.
Defining an Indiana Business:

"Indiana business" refers to any of the following:
A business whose principal place of business is located in Indiana.
A business that pays a majority of its payroll (in dollar volume) to
residents of Indiana.
A business that employs Indiana residents as a majority of its
Respondents claiming this status must indicate which of the provisions above qualifies
them as an Indiana business. They must also fully complete the Indiana Economic
Impact Form (Attachment C) and include it with their response.
The following is the policy concerning items 4 & S described below. Appropriate
documentation must be provided with your proposal response supporting either claim
made below:

A business that makes significant capital investments in Indiana.
A business that has a substantial positive economic impact on

Substantial Capital Investment:
Any company that can demonstrate a minimum capital investment of $S million or more
in plant and/or equipment or annual lease payments of $2.S million or more shall qualify
as an Indiana business under category #4. If an out of state company does not meet one
of these criteria, it can submit documentation/justification to the State for review for
inclusion under this category.
Substantial Indiana Economic Impact:
Any company that is in the top SOO companies (adjusted) for one of the following
categories: number of employees (DWD), unemployment taxes (DWD), payroll
withholding taxes (DOR), or Corporate Income Taxes (DOR); it shall qualify as an
Indiana business under category #S. If a Respondent needs assistance in determining if
its business qualifies under this criterion, please send an email inquiry to and you will receive a response within forty-eight (48)
hours. If an out of state company does not meet one of these criteria, it can submit
documentation/justification to the State for review for inclusion under this category.





The State has selected a group of personnel to act as a proposal evaluation team.
Subgroups of this team, consisting of one or more team members, will be responsible for
evaluating proposals with regard to compliance with RFP requirements. All evaluation
personnel will use the evaluation criteria stated in Section 3.2. The Commissioner of
IDOA or his designee will, in the exercise of his sole discretion, determine which
proposals offer the best means of servicing the interests of the State. The exercise of this
discretion will be final.
The procedure for evaluating the proposals against the evaluation criteria will be as


Each proposal will be evaluated on the basis of the categories included in
Section 3.2. A point score has been established for each category.


If technical proposals are close to equal, greater weight may be given to



Each proposal will be evaluated for adherence to requirements on a
pass/fail basis. Proposals that are incomplete or otherwise do not conform
to proposal submission requirements may be eliminated from

Based on the results of this evaluation, the qualifying proposal determined
to be the most advantageous to the State, taking into account all of the
evaluation factors, may be selected by IDOA, lOT & IDOC for further
action, such as contract negotiations. If, however, IDOA, lOT & IDOC
decide that no proposal is sufficiently advantageous to the State, the State
may take whatever further action is deemed necessary to fulfill its needs.
If, for any reason, a proposal is selected and it is not possible to
consummate a contract with the Respondent, IDOA may begin contract
negotiations with the next qualified Respondent or detelmine that no such
alternate proposal exists.


Proposals will be evaluated based upon the proven ability of the Respondent to satisfy the
requirements ofthe RFP in a cost-effective manner. Each of the evaluation criteria
categories is described below with a brief explanation of the basis for evaluation in that
category. The points associated with each category are indicated following the category


name (total maximum points = 105). Negative points may be assigned in the cost score.
Additionally, there is an opportunity for a bonus of five points if certain criteria are met.
For further information, please reference Section 3.2.3 below. If anyone or more of the
listed criteria on which the responses to this RFP will be evaluated are found to be
inconsistent or incompatible with applicable federal laws, regulations or policies, the
specific criterion or criteria will be disregarded and the responses will be evaluated and
scored without taking into account such criterion or criteria.
Summary of Evaluation Criteria:

1. Adherence to Mandatory Requirements


2. Management Assessment/Quality (Business and
Technical Proposal)
25 points

3. Cost (Cost Proposal) This will be divided into
two parts. Cost and Commission with the points
added together for a fmal score.

-30 to +30 available points
Offender Calls
15 Pts for Cost Per
Minute/Offender Calls
11 Pts for Commission
Public Payphone Rates
3 Pts for Local Coin Call
1 pt for Commission
(5 bonus points are available
if certain criteria is met on
the cost portion of the
Offender Calls)

4. Indiana Economic Impact


5. Buy Indiana


6. Minority (10) and Women Business (10)
Subcontractor Commitment


Different per minute rate options can be proposed, however for evaluation purposes all
per minute and commission rates will be added together and the average used for the
purpose of scoring. For Example:

Per Minute Rate

Rate Worksheet for Offender Calls
Proposed Commission


Your average cost per minute would be .17 cents per minute and your average
Commission would be 26%.
The State is requesting pricing for International Offender Rates although this will be
taken into consideration it will not be used in the cost scoring evaluation.
The Offender Pay Phones and the Public Payphone rate will be evaluated on the point
score listed above and for final evaluation review and cost score, all points will be added
together as follows:
Offender Calls per minute rate (15 pts)

Commission on Offender Calls (11 pts)

Public Payphone Local Coin Call rate (3 pts) (Respondents cannot propose more than a
.50 cents call rate)

Public Payphone Commission (1 pt)

All pricing to be submitted on Attachment H.
All proposals will be evaluated using the following approach.

In this step proposals will be evaluated only against Criteria 1 to ensure that they adhere
to Mandatory Requirements. Any proposals not meeting the Mandatory Requirements
will be disqualified.

The proposals that meet the Mandatory Requirements will then be scored based on
Criteria 2 and 3 ONLY. This scoring will have a maximum possible score of 55 points
with a potential of 5 bonus points if certain criteria are met. All proposals will be ranlced
on the basis of their combined scores for Criteria 2 and 3 ONLY. This ranldng will be
used to create a "short list". Any proposal not maldng the "short list" will not be
considered for any further evaluation.
Step 2 may include one or more rounds of proposal discussions focused on cost and other
proposal elements.




p?~qt3,___ 1_'2~~The short-listed proposals will then be evaluated based on all the entire evaluation criteria
outlined in the table above.
If the State conducts additional rounds of discussions and a BAFO round which lead to
changes in either the technical or cost proposal for the short listed Respondents, their
scores will be recomputed.
The section below describes the different evaluation criteria.

Adherence to Requirements - PasslFail
Respondents passing this category move to Phase 2 and proposal is
evaluated for Management Assessment/Quality and Price.

The following 2 categories can not exceed 55 points.


Management Assessment/Quality - 25 points


Price - 30 points available
Price will be measured against the State's baseline cost for this scope of
work. The cost that the State is currently paying or its best estimate will
constitute the baseline cost. Cost scoring points will be assigned as
• Respondents who meet the State's current baseline cost will
receive zero (0) cost points.
• Respondents who propose a decrease to the State's current costs
will receive positive points at the same rate as bid increasing cost.
e Respondents who propose an increase to the State's current cost
will receive negative points at the same rate as bid lowering cost.
Respondents who propose a 10% decrease to the State's current
baseline cost will receive all of the available cost points.
• If multiple Respondents decrease costs below 10% of the current
baseline, an additional 5 points will be added to the Respondent
proposing the lowest cost to the State.


Indiana Economic Impact (15 points)
See Section 2.6 for additional information.
The total number of full time equivalent (FTE - please see Section 1.2 for
a definition of FTE' s) Indiana resident employees for the Respondent's
proposal (prime contractor and subcontractors) will be used to evaluate the
Respondent's Indiana Economic Impact. Points will be awarded based on
a graduated scale. The Respondent with the most Indiana FTEs will be
awarded 15 points. Points will then be awarded to the remaining
Respondents proportionately.




1~ of _&"7-

Buy Indiana Initiative - 10 points
Respondents qualifying as an Indiana Company as defined in Section 2.7
will receive 10 points in this category.


Minority (10 points) & Women's Business (10 points) Subcontractor
Commitment - (20 points).
The following formula will be used to determine points to be awarded:
The commitment factor for each proposal will be calculated by
multiplying the commitment percentage by one hundred. The RFP score
ration will be determined by dividing the maximum allowable points by
the highest commitment factor. The proposal with the highest
commitment factor will be given the maximum allowable points. The
points awarded to the other proposals will be calculated by multiplying the
score ratio by the proposed commitment factor.
Commitment percentage * 100 = commitment factor
Maximum allowable points/highest commitment factor = score ratio
Commitment factor * score ratio = points awarded'

The Commissioner ofIDOA or his designee will, in the exercise of his sole discretion,
determine which proposal(s) offer the best means of servicing the interests of the State.
The exercise of this discretion will be final.


RFP 10-55
Attachment D


Technical Proposals submitted in response to this RFP must conform to the following outline. The
same outline numbers must be used in your response. RFP language should not be repeated in
your response. Failure to comply with these specifications may result in rejection of the proposal.
Number each page of the proposal. 1 of 200, 2 of 200, etc.

In accordance with IC 5-22-23(b)(1), the security and fraud control services that are considered
necessaty are indicated as matldatOlY specifications in this document. Mandatory specifications
are indicated as such. Each specification listed as MANDATORY requires that the Respondent
provide both a written response and a statement that they can provide the service, feature or
information requested. Respondents should note that failure to provide mandatory requirements
on the proposed services and for the proposed commission may be basis for rejection of the
proposal. Responses may be inserted immediately following each section in a type font or color
that is distinguishable from the type font of this RFP.
No changes are to be made to the original RFP language by the Respondent. Such action could
lead to the disqualification of the proposal.
Desirable specifications will be evaluated on a point system for Specifications. Anything that does
not specify MANDATORY will be evaluated on a point system for Quality of Proposal Approach.
Respondent's must note that a response is required for each "Provide the Following" section.


of 2.3.2 - Site Visits)
The quatltities provided in this section include all known Offender & Public Telephones located
on or within state facilities. Locations include but are not limited to correctional facilities, DNR
State Park & Reservoir Locations, and INDOT rest areas and information centers.


There are approximately 1,439 offender phones located in State correctional facilities.
Approximately 1,336 of these telephones are offender (collect only), 80 are zero contact
phones, and 23 are other correctional telephones. Additionally, approximately 530 coin
telephones are located at DNR, INDOT rest areas, and other State Office Buildings.
All equipment, phones, enclosures, fiber optic cable, telecom cables, trenching, racks,
conduit, access points, voice and data circuits, and any other items necessaty to provide
a completely operational service will be the responsibility of the Respondent. Existing
conduit, racks, and cables may be utilized when available. The State will incur no costs
as part of this RFP.
2.3.1 All hardware and cabling installed under the RFP must confonn to lOT, NEC,
Page 1 of35




Bicsi, and all other national, state, and local regulations relating to fire stopping,
electrical and telecommunications standards. The lOT telecomm inspector will
inspect all installations. Any installation that does not meet the minimum
standards will be remedied within 30 days after notification by the State. Failure
to remedy the issue will result in the State utilizing a contractor of their choice,
and the Respondent will be responsible for all costs. Standards can be found at:
2.3.2 Site Visits see Attachment K. (Not Mandatory but highly encouraged Respondent will be responsible for all phones, software, hardware, enclosures,
cabling, conduit, and any other items or labor necessary to completely satisfy this
requirement, with or without attending the site visits).
Please refer to Attachment E and F for a complete IDOC facility listing that includes
station counts, public payphone counts, usage information for the last reported quarter,
and other impOltant IDOC statistics and information.



Indicate if the proposed service can provide service to the quantity of Offender and
Public Telephones utilized by the state.
, Indicate if the proposed service can support additional telephones and lines of service as
the States needs grow.
Confirm your agreement and understanding with complying to all applicable
professional standards including but not limited to NEC, and Bicsi standards.
Indicate the ability to provide service to all types of Offender and Public Telephones
utilized by the state.
Any other information deemed necessmy or appropriate to this section.



Respondent must be capable and willing to provide service to all State controlled
locations. This includes locations where the state currently has offender phones and
public pay telephone service as well as any future State controlled locations.
Services must be provided to all Offender and Public Telephones 24 hours a day, 7 days
a week, 365 days a year.



Indicate and elaborate on the proposed service's ability to meet this specification.
Any other information deemed necessmy or appropriate to this section.

Integration with moc Offender Information System (OIS)/Juvenile Data System (IDS)Mandatory
The proposed CCS must be able to integrate with the currently operating OIS/JDS. Specifically,
the proposed CCS must be able to integrate with the Offender Trust System (OTS), Offender
Visit Lists, and Offender Personal Allowed Numbers information housed in the systems. The
current OIS/JDS operates on a mainframe COBOL database. The proposed CCS must be able
to accept data downloads or extract the necessary infonnation from the system.
Page 2 of35

The moe will be developing a new OIS/IDS system that is Microsoft based. The proposed
CCS must have the ability to eventually integrate and share data with the new system upon
completion. Respondent must be willing to work and test with moe during the development
process to aid in successful integration with the new OIS/IDS.



Indicate your ability to integrate with the existing OIS to pull the required data.
How will you interface and receive data from the current OIS/IDS system?
Indicate your understanding and willingness to work with moe and the new OIS/IDS
Any other infonnation deemed necessary or appropriate to this section.


moe will be implementing a contract for offender kiosks and trust accounts on or after July 1.
2010. Anticipated services will include trust account funding, offender email, video visitation, and
other services.
Respondent must work in good faith with the selected vendor to integrate the proposed
CCS to pennit offenders and their family and friends to fund their Offender phone
accounts should they chose to fund the accounts utilizing this method.
Any and all costs for funding the accounts utilizing the selected vendor will be the
responsibility of Respondent and the new vendor. Family and friends funding accounts
will bear no costs for utilizing this funding method.
Respondent is still pennitted to handle their own account funding and billing utilizing
their own customer service center, but families must be able to fund phone accounts
using the new vendor should they chose to do so.



Your understanding and willingness to work with the selected vendor and integrate with
their system.
Your understanding that all costs are the responsibility of Respondent and the selected
Any other infOlmation deemed neceSSaIY or appropriate to this section.



The proposed CCS at each correctional facility is to have the latest state of the art
technology, network connectivity, call recording, call control, and investigative
lOT and moe have the final authority and approval for the type of offender telephone
system and features installed at the moe locations.
There shall be one line/channel/port per telephone. All phones must be able to draw dial
tone and place a call simultaneously at each moe facility. No line concentration is
Page 3 of35





. Once a call is cOIDlected, the proposed CCS should ignore any additional numbers
dialed accidentally or intentionally by either the offender or the called party. The intent
of this featUre is to prevent disconnects and fraud attempts such as 3-way calls.
All offender call control pla~forms are to be common platforms that are Windows
based utilizing Windows XP, Linux, or other industry proven operating system.
Respondent is required to maintain aU systems, software, updates, and related software
licensing throughout the life of the resulting contract.
Respondent must supply one computer, monitor, computer mouse, speakers or
headphones, and printer at each facility for investigator and site administrator use.
Computer must have the ability to burn CD's or DVD's or provide another method of
digital output so investigators can easily transport call recordings.
6.6.1 Respondent will be responsible for maintaining this hardware and consumables
such as ink refills, CD's, DVD's, pOliable media device, etc.
Proposed CCS must employ all of the latest investigate tools to help track criminal
activity and unauthorized calling. Advanced reporting capabilities must include at a
minimum the following capabilities.
6.7.1 Ability to search and compare CDR's and recordings at one IDOC facility or
between all IDOC facilities and any other cooperating cOlTectional facility
utilizing the same CCS you are proposing.
6.7.2 Proposed CCS should subscribe to reverse lookup or reverse 411 databases to
pennit IDOC staff to investigate and verify details and the validity of phone
numbers and addresses being added to the offenders PAN list, and any phones
numbers that are being called from the proposed CCS.
6.7.3 Ability to categorize offenders in the proposed CCS by facility and across
facilities into specific known gang affiliations or groups.
6.7.4 Ability to compare allowed call lists and dialed numbers of gang members and
offenders to the lists of other gang members and offenders to allow investigators
to examine calling patterns to common numbers dialed by gang members and
6.7.5 Ability to cross reference offender PAN lists with IDOC employee, Respondent,
and contractor phone numbers to ensure that offenders are not communicating
with employees.
6.7.6 Ability to tag called numbers or offender PIN numbers as "hot" numbers and aleli
investigators in real time that a call is in progress, or flag the call for later review.
6.7.7 Investigators must have the ability to terminate a call in progress by clicking an
icon on the system workstation.
6.7.8 CCS must penn it authorized IDOC staff to intelTupt or conference into an active
call by clicking an icon on the workstation or by dialing a code on the phone to
begin participating in the call.
6.7.9 Ability to search for calls by PIN number, dialed number, most common dialed
number, etc.
6.7.10 Investigators must be able to add electronic notes or memos to the call records in
the proposed CCS.
6.7.11 Investigators must be able to lock a call record and recording if desired to prevent
deletion of the record from the CCS.
6.7.12 CCS must be able to call out to at least 2 designated investigator phone numbers
per facility for designated hot numbers or any other number or offender PIN that
IDOC wants to monitor live.
Page 4 of35








6.18 staff must then be able to terminate, monitor, or conference into the
call by entering a security code. must be able to flag these calls for later review.
CCS must employ real time call monitoring at each facility. Real time call monitoring
must include the ability of remote live monitoring from an approved location anywhere
in the IDOC or from any PC connection utilizing a secure connection into the call
control system.
CCS must allow an investigator to listen to multiple live calls simultaneously.
CCS must include digital call recording and archiving at each IDOC facility.
Recordings may be made and stored at a networked location as long as IDOC has the
immediate ability to download, listen live, burn CD's, or download and email the
recording to other IDOC staff.
CCS audio files must have the ability to be saved and stored on individual PC's,
portable recording and playback devices, as well as media, tapes and CD's. Verify the
fonnats of these files will, or can, be saved (ex: WAV, MP3 , etc). This is required so
they can be easily e-mailed as needed for investigations.
Call recordings must be a high quality digital recording (WAV, MP3, or other industry
accepted standard) that is at least voice grade quality and distOltion free. Recordings
must be tamper proof and usable as evidence in a court of law.
During a call, even periods of silence must be recorded.
Calls to attorneys and other telephone numbers designated as "privileged" are not to be
recorded or monitored. Respondent will be required to verify validity of attorney or
privileged phone numbers with the state's judicial authority before adding them to the
proposed CCS list of calls that are not to be recorded or monitored.
IDOC facilities are to be networked to allow remote real time access to the call control
system. This access must include the ability to allow real time call monitoring and
system changes to occur at any remote IDOC location with the proper security access
CDR's and System recordings must be available immediately online for a minimum
period of 24 months. After 24 months, all recorded calls may be archived onto a digital
format acceptable to the State. CD's or DVD's are the preferred format. If selected
Respondent prefers to keep all records online during the life of the contract this is also
acceptable to the State.
CCS must include 3-Way Call Detection and Prevention.
Phone and Handset Requirements (Offender Phones):
6.18.1 All offender telephones are to be of the highest quality and include industry
accepted annored handset cords, tamperproof enclosures, keypads, handsets, and
adjustable volume controls. All phones must be hearing aid compatible.
6.18.2 No external screws, bolts, metal or plastic fasteners are permitted on the exterior
housing of the phones.
6.18.3 Keypad must be an inmate industry standard chrome DTMF pad that is weather,
graffiti, and vandal resistant.
6.18.4 Phone housing must be a minimum of 14 gauge stainless steel and be weather,
graffiti, and vandal resistant. Powder coated finishes are not acceptable.
6.18.5 Handset cord must be an armored cord with a steel lanyard and retainer bracket to
prevent cord or handset removal. Cord length will be no longer than 24" in
6.18.6 Noise Limiters or confidencers are required for all handsets in noisy areas of
IDOC facilities.
Page 5 of35

6.18.7 Ruggedized and secure cordless phones are also required for use in certain secure
areas of facilities. Phones must be designed so they may not be disassembled or
modified by the offenders.
6.18.8 Each phone wiII be clearly identified with a station ID number to aid in trouble
reporting and service.






Describe in detail the caII control system (CCS) that you are proposing for IDOC
Describe how you wiII maintain security to prevent unauthorized users from gaining
access to the CCS and associated workstations and network.
How long has the proposed CCS been utilized by your company?
What operating system does your proposed CCS utilize?
Indicate the ability ofthe proposed CCS to ignore dialed digits as specified in 6.4.
Provide a listing of which IDOC facilities will have an onsite CCS, and which ones that
will be connected to a networked location.
Provide a network diagram detailing how the proposed system will be networked.
Provide information regarding your network operations center location and your backup
Provide information regarding the storage of caII recordings and caII detail records.
Where will the data be stored and backed up, and how can you ensure the State that data
will not be lost?
Indicate the ability for the proposed CSS to interface and utilize reverse lookup or
reverse 411 databases for phone number and address verification, and investigative
Provide any other information about the investigative capabilities of your proposed CCS
that wiII be of benefit to the State and IDOC investigators.
Provide a statement that recorded caIIs are usable as evidence in a court oflaw. Explain
how your system maintains the integrity of the recorded caII and the caII detail record to
ensure that it is admissible as evidence in a court oflaw.
Confirm and explain how your system handles caII monitoring, recording and archiving.
A sample CD of an actual recorded caII from the CCS (being proposed) with each
proposal copy submitted in response to this RFP.
Describe how your proposed system copies archived and online data onto media for
investigations, hearings, etc.
What is your systems current online storage length? Include infonnation for both
archiving and recording.
Confirm and explain how your proposed system handles and verifies that phone
numbers entered into the caII control system as attorney or "privileged" caIIs are
legitimate attorney phone numbers that are not to be recorded or monitored.
Describe how your proposed CCS provides an industry proven method 00-Way caII
detection and prevention.
Describe how your proposed system detects and handles 3-way caII attempts. Is it based
on audio, voltage, etc?
What is the percentage oO-way caIIs that your system accurately detects for caIIs to
both analog lines as well as digital lines?
What precautions are taken to insure that legitimate caIIs are not accidentaIIy
Page 6 of35


disconnected due to false detection's ofa 3-way call attempt?
How long has this method oO-way call detection been in use by your company?
Include specifications and illustrations of the type of telephone equipment you will
provide as part of this RFP.
Indicate your ability to provide cordless phones.
Any other information deemed necessary or appropriate to this section.
Free Calls and Speed Dials
6.44.1 CCS must pennit free calls to at least the following numbers and other numbers in
the future as determined by the lOT and IDOC. Public Defenders Office (Indiana Public Defenders office following destinations must have the ability to be answered live at the
discretion of IDOC and also provide the ability to leave a message and
notify investigators when messages have been left. This may require a
voice mailbox on the proposed CCS or the ability to transfer to another
number inside the facility or outside of the facility.
Crime Stoppers tip line.
T.I.P.S (Timely Information Promotes Safety) Hotline.
Sexual victimization hotline.
Gang Hotline.
Other lines as required by the State.

6.44.2 Indicate and elaborate on the proposed CCS's ability to meet the requirements
specified in 6.44.0.
6.44.3 Any other infonnation deemed necessary or appropriate to this section.

Zero Contact Visitation Phones
6.45.1 IDOC currently has approximately 80 zero contact phones at various correctional
facilities. Respondent will assume responsibility for the existing phones as part of
this RFP and any additional zero contact phones required for the life of the
resulting contract at no cost to the State.
6.45.2 All conversations excluding attomey & privileged conversations are to be
recorded by the installed CCS. Verification of such calls is discussed in 6.13
6.45.2. 1Periods of silence must be recorded. calls must be logged and searchable just as a regular
offender calls and be reviewable by the same CCS. must be supplied with a simple method to disable recording of
attomey & privileged conversations. Upon
completion of
conversation the CCS must automatically start recording the next
conversation when the phone is lifted off
hook. A Manual cutoff
switch will NOT satisfy this
6.45.3 Offender will be required to enter their offender PIN to activate the zero contact
phones. Upon entering the proper code, the conversation will be logged and
recorded in the CCS by the offender PIN number and the conversation may begin.
6.45.4 Conversations will be of an unlimited or limited duration as detennined by the
Page 7 of35

superintendent at each facility. For facilities with visitation sessions of a limited
duration, the system must announce when one minute remains in conversations
and the visitation session.
6.45.5 Respondent will be responsible for posting appropriate signage indicating that
conversations are being recorded and monitored. Verbiage of signage will be
reviewed and approved by IDOC central office before any signs can be posted.
6.45.6 Respondent will be responsible for all phones, software, hardware, enclosures,
cabling, conduit, and any other items or labor necessaty to completely satisfy this

6.45.7 Indicate and elaborate on the proposed equipment's ability to meet the above
requirements in Section 6.45.
6.45.8 Describe how your proposed system will permit disabling the recording of
attomey or privileged calls.
6.45.9 Provide a sample of the language to be used on the signage.
6.45.10 If your proposed CCS cannot meet these exact requirements, provide detailed
alternative options to fulfill this requirement.
6.45.11 Any other infonnation deemed necessary or appropriate to this section.

Conversion of Existing Data, CDR's, Recordings, and Offender PlNS and PANS
6.46.1 Current call detail records and existing recordings with the States current vendor
must be preserved convelied and maintained online by the selected Respondent.
At a minimum, the previous 6 months worth of data must be converted and
accessible online via the new CCS.
6.46.2 The existing PlN and PAN (personal allowed numbers) list for IDOC offenders
must be migrated from the existing CCS and converted to function with the
proposed CCS. Complete and thorough testing is required before system
6.46.3 The State will not be responsible for any costs associated with the data conversion
and storage.

6.46.4 Explain your plan for converting existing data on the existing system to be
compatible with the new CCS you are proposing.
6.46.5 Acknowledge your understanding and ability to convert existing PlN & PAN lists.
6.46.6 Acknowledge the requirement for thorough testing before any system cutover.
6.46.7 Any other information deemed neceSSalY or appropriate to this section.
6.4 7

Allowed Calling Lists/ Offender PlN Numbers/Call TimeslHot ListslHot Numbers.
6.4 7.1 All offender calls are restricted to allowed call lists. The system proposed must be
capable of restricting calls to only those numbers on an offender's list.
6.4 7.2 Proposed CCS must have the ability to verify a requested phone number against
the call recipient's name, alld address on an offenders PAN list.
6.4 7.3 Proposed CCS must have the ability to verify that offenders do not add numbers
to their PAN list of ally victim registered with the SAVlN system. IDOC will
Page 8 of35

6.4 7.5




provide access to victim contact information contained within the SAVIN system.
Additional information on the SAYIN system can be found at
Each offender's allowed calling list must be able to be easily modified by IDOC
staff and the system administrator both locally and remotely.
Modifications to the calling list made by IDOC staff or Respondent's staff must
take effect immediately to allow offenders to complete calls to newly added
numbers, and to disallow calls to deleted numbers.
IDOC requires that offender PIN numbers contain at. least 10 digits for security
Allowed calling times and call duration will vary at the discretion of the
Superintendent at each IDOC facility. The proposed system must have selectable
parameters that can be easily changed by IDOC staff and the system administrator
for both allowed call times and call duration for each facility and specific offender
The system must be able to identifY "hot list" and "hot numbers," as necessary,
and generate industry standard rep0l1s for such lists. Hot numbers are to be
defined as any number that is being called from more than a single offender at one
or more facilities, and/or any number that an investigator adds to the system to
create a flag any time the number is called.
Offender calls must only be made via collect call procedures through the call
control system. All calls must be placed through an automated operator. At no
time should an offender be able to talk to a live operator.

6.47.10 Indicate and elaborate on the proposed systems' ability to meet the above
6.4 7.11 Indicate how your proposed CCS verifies the validity of phone numbers being added
to an offenders PAN list.
6.47.12 Indicate you ability to ensure that registered victims in the SAVIN system are not
added to an offenders PAN list.
6.47.13 Explain in detail the process for making changes to an offender allowed call list.
6.47.14 Confirm that your proposed system complies with 6.45 and explain your
requirements or any additional security features included for PIN numbers.
6.4 7.15 Provide details on any advanced features available with your call control system to
assure that offenders do not share PIN's and allowed call lists (i.e., voice printing,
6.47.16 Confirm and explain in detail how your system handles hot numbers. Include an
example of a standard "hotlistinumber"rep0l1.
6.4 7 .17 Explain how the call control system prevents offenders from talking to a live
6.4 7.18 Describe other repol1 capabilities that your proposed system offers.
6.4 7.19 Any other infonnation deemed .necessary or appropriate to this section.

Multi-lingual Prompts:
6.48.1 The proposed CCS must be programmable with multi-lingual prompts.
6.48.2 English and Spanish are the current selectable prompts with the probability of
Page 9 of35

E)(riIBICr 13
Page _~~f ( i f
other languages being added at a future date.
6.48.3 Verify that your system can prompt in English and Spanish.
6.48.4 List other language prompts available on the proposed system.
6.48.5 What is the maximum number of language prompts that the proposed system can
6.48.6 Any other infOlmation deemed necessary or appropriate to this section.

System Override
6.49.1 The CCS must allow for automatic on and off switches for all telephones in the
facilities. IDOC staff must be able to tum individual phones, banks of phones, or
an entire facility on or off at any time through the system interface.
6.49.2 A manual "kill switch" must also be installed at each facility that will immediately
disable all, or a bank of offender telephones.
6.49.3 Explain in detail the process for nuning off an individual telephone, or a bank of
telephones through the system interface, and through use of a manual "kill
6.49.4 Any other information deemed necessary or appropriate to this section.


Call ProcesslBrandinglRate Quoting/AcceptancelRejection
The State desires that the current process an offender follows to make a call remains the
same. Please review Attachment I for the States current calling prompts and processes.
6.50.1 Describe the call process an offender uses to make a call on the proposed CCS
and indicate if you can replicate the current process as described in Attachment I
6.50.2 All calls must be identified "Branded" as being from a State of Indiana
correctional facility at the beginning of each call and at various intervals during
the call. A prerecorded offender name should also be amlounced at the beginning
of the call to the called party indicating the offender name. This recording can be
recorded by IDOC staff or recorded by the offender when the account is first
6.50.3 Calls should be connected to the called party in the shortest amount of elapsed
time without sacrificing the call quality, security of the call control and call
6.50.4 First time recipients of calls on an offender PAN list should be given the first few
minutes of their call for free and then be given the opportunity to be redirected to
a customer service representative or automated system to setup an account with
the Respondent should they chose to do so. At no time should the offender be
pelmitted to talk or hear once the call recipient is connected to customer service.
6.50.5 Calls originating from offender telephones must automatically quote the rate that
the call recipient will be charged before the call is accepted. All charges,
including surcharges (if applicable), must be clearly identified before the call is
6.50.6 Acceptance of all calls will be active. Passive acceptance is not pennitted. The
Page 10 of35

call recipient must always depress a designated key on their phone to either accept
or reject the call.
6.50.7 Charges for calls are not to begin until all required announcements and rate
quoting have been completed and the called party has accepted the call. If the
called party rejects the call, no charges are to be assessed.
6.50.8 Recipients of offender calls must be able to press a designated key during the call
acceptance procedure if they wish to no longer receive collect calls from a specific
offender. After pressing the designated key, their number will be immediately
removed from the offenders allowed call list and investigators and the site
administrator will be notified.
6.50.9 Calls not answered, or answered by voicemail or customer owned answering
machines must not be charged.
6.50.10 Calls placed to the State Public Defenders Office are to be provided at no cost.
Only offenders on a list at the Public Defenders office will be permitted to talk to
staff at the Public Defenders Office. All others will be rejected.
6.50.11 Offender calls must be a collect, debit, or prepay call only. No other types of call
(third party, directory assistance, credit card, 800#, etc.) may be placed from an
offender telephone. At no time is the offender pennitted to talk to a live operator.

6.50.12 Indicate and elaborate on the proposed systems' ability to meet the above
6.50.13 Indicate if your proposed CCS can replicate the current IDOC call process as
detailed in Attachment 1.
6.50.14 If you camlOt replicate the current call process, please provide detailed directions
describing what steps an offender will be required to perfonn to process a call on
the CCS you are proposing.
6.50.15 Indicate your ability to pennit first time recipients of calls on an offender PAN list
to receive the first few minutes of their call for free and then be given the
opportunity to be redirected to a customer service representative or automated
system to setup an account with the Respondent should they chose to do so
6.50.16 What is the approximate amount of time it takes for the proposed CCS to connect
a call after the offender depresses the last key on the telephone?
6.50.17 Which key is a call recipient required to depress to accept a call?
6.50.18 Which key is a call recipient required to depress to reject a call?
6.50.19 Describe in detail how a call recipient would remove their telephone number from
the offenders allowed call list.
6.50.20 Any other infOlmation deemed necessary or appropriate to this section.

Backup PowerlPower Outages
6.51.1 A backup power (UPS) system is required for all IDOC call control systems and
any related recording, and network switching equipment. Each UPS must provide
the call control system and related switching equipment with a minimum of 10
minutes up time in case of a power outage.
6.51.2 UPS must be rack mountable or fully contained within the proposed CCS.
6.51.3 Should a power outage last longer than 10 minutes, the system must run a
controlled shutdown and must restrict all calling until power has been restored and
Page 11 of35

the system is completely operational.
6.51.4 ees should automatically reboot to a fully protected, operational status following
a complete power loss or any other outage that shuts down the system.
6.51.5 Specifications and rack space requirements for the proposed UPS for each ees.
6.51.6 Describe how the ees restricts calls during power outages in excess of 10
6.51.7 Describe how the system recovers from a power outage, and the process involved
ensuring that the system retums to a fully protected status.
6.51.8 Any other information deemed necessary or appropriate to this section.

System Maintenance, Site System Administrator, and Spare Parts
6.52.1 System downtime for maintenance purposes must be kept to a minimum.
Respondent should maintain a standard maintenance window for regularly
scheduled upgrades and changes to the ees.
6.52.2 Respondent will provide an on site system administrator for each IDOe facility.
The administrator may be assigned to several IDOe facilities, but must be able to
manage the number of facilities assigned. If an agreement can be reached with the current provider, it is pennissible
for the respondent to retain the site administrators that cUlTently provide
service to the IDOe facilities. The State has the fmal authority for
approving all site administrators at the IDOe facilities.
6.52.3 The assigned system administrator must physically visit their assigned facilities at
least once each week for maintenance requirements to assure that the system and
all phones are completely operational.
6.52.4 The assigned system administrator must have remote system access, and the
ability to make real time changes to each facility they are responsible for, whether
they are physically on site or remote.
6.52.5 Respondent must ensure that the number of site administrators assigned to the
IDOe facilities is sufficient to properly maintain and support the total number of
stations at each facility.
6.52.6 Respondent must at all times have adequate spare parts and hardware available to
maintain the ees and keep all offender and public payphones completely
operational. Phone or system downtime due to unavailability of parts outside of
the prescribed outage requirements is unacceptable and the Respondent can be
found in default. It is HIGHLY DESIRABLE that system critical parts be located
at several IDoe facilities to ensure the quickest repair time.
6.52.7 Within 45 days of contract execution, Respondent will provide the State with a
complete listing of all SUppOlt personnel including contact numbers and email
addresses. Listing must be updated and provided to the State whenever personnel
changes occur.
6.52.8 Respondent will provide an 800# for trouble repOlting that is answered by a live
operator and is available 24x7x365.
6.52.9 The State has the final authority in detennining if additional respondent personnel
are necessary to support IDoe facilities. Upon notification from lOT or IDoe
the respondent will acquire additional personnel within 45 calendar days.
Page 12 of35

6.52.10 List the job responsibilities that the site administrator will carry out while at each
6.52.11 Provide details of the spare parts inventory that will maintained for use on the
States CCS' s. What spare parts will be located at IDOC facilities to minimize
broken phones and system outages?
6.52.12 What is your standard system maintenance window for performing system
6.52.13 ConfIrm and explain how you will meet the requirements in section 6.52.
6.52.14 Any other information deemed necessary or appropriate to this section.

System Training
6.53.1 Specialized "hands on" training must be provided at no cost to the State on the
installed call control systems. Training will take place at each IDOC facility and
central offices before and shortly after cutover to the new CCS, and as requested
throughout the life of the resulting contract.
6.53.2 Respondent staff conducting the CCS training must have a complete and thorough
understanding ofthe CCS.

6.53.3 ConfIrm your understanding and compliance with 6.53.
6.53.4 What qualifIcations does your intended trainer possess?
6.53.5 Describe the training contents, method of instruction, training time required, and
documentation distributed.
6.53.6 Any other infonnation deemed necessary or appropriate to this section.


Due to the difficulty and time requirements involved in replacing the large number of
public and offender payphones throughout the state it is highly desirable that all
currently installed telephones remain in place. Existing telephones and enclosures may be
re-used if the selected respondent can reach an agreement with the current vendors for
such re-use and/or purchase. If the current providers are awarded the contract
resulting from the RFP, all of these provisions still apply. Any costs for re-use,
refurbishing, or replacement of existing telephones, enclosures and wiring will be the
sole responsibility of the selected Respondent.
7.1.1 Telephones that are to be re-used must be clean and in good working condition.
Outer casings with WOl11 fInishes, WOl11 handsets, tattered or damaged cords must
be refurbished to a "like new" condition. Any equipment that does not meet these
requirements must be replaced.
7.1.2 Enclosures that are to be re-used must be clean and in good condition. Enclosures
with WOl11 or excessively scratched, faded paint/fInishes, laminates, or veneers, etc
Page 13 of35



must be refurbished to a "like new" condition. Any equipment that does not meet
these requirements must be replaced.
Existing wiring may be re-used as long as it is in good condition, free of static,
crosstalk, and other interference. Any wiring that does not meet these
requirements must be replaced.
Any equipment that is to be re-used must meet the technical specifications
outlined in this RFP. Non compliant equipment must be replaced.

7.1.5 Indicate if you will re-use existing telephones and enclosures or install new
7.1.6 If reusing existing equipment, how will you verify the suitability of reusing the
7.1.7 If reusing existing wiring how will you verify its condition?
7.1.8 If you require installing new equipment, include a detailed work plan that includes
your timeframe for installation. Offender telephone downtime must be minimal.
7.1.9 Include specification sheets on all equipment you propose for installation.
7.1.10 Any other infOlmation deemed necessary or appropriate to this section.

Public Payphones are currently located in State Parks, Campgrounds & Inns, Bureau of Motor
Vehicle locations, and other State Office Buildings.


The Respondent and the State both recognize that many payphones do not generate
sufficient revenues to cover the costs of operating and maintaining the payphones.
However, these payphones are necessary for the convenience and safety of the public
and must remain in service at all times. No payphones will be removed from service
without prior written permission of the payphone specialist at lOT.
Respondent may propose alternative options such as emergency call boxes for locations
where a payphone is only needed for public safety. The State will review such requests
and detelmine if the proposed solution is acceptable to the State. If the solution is not
acceptable to the State a payphone will be installed at the States request. Respondent is
responsible for all costs associated with any alternative solutions agreed upon by the
State and Respondent.


Your understanding and agreement with the above requirements.
Any alternatives to a payphone in areas where public safety necessitates a
Any other infOlmation deemed neceSSalY or appropriate to this section.

Public Payphone Equipment
All Public Payphones, enclosures, pedestals, halldsets, handset cords, etc must be
indusny-accepted models that are of the highest quality and reliability.
8.3.1 Handsets must be of high quality and impact & vandal resistant.
8.3.2 Handset cords are to be an armored cord, reinforced with a steel cable/lanyard that
Page 14 of35




resists vandalism and abuse.
Data ports will be supplied on payphones as requested by the State. Locations
likely to require data POlts would include State Park Inns, State owned rest areas
and other areas as demand requires.
The payphone must be made with a metal housing that is corrosion resistant,
weather proof and vandal resistant.
Public Payphones (except card-operated payphones) must be capable of accepting
quarters, dimes, and nickels.
The coin mechanism should contain an anti-jam coin acceptor/validator to
minimize jams and unnecessary service calls.
Respondent is responsible for providing a directory at each payphone and
replacing directories as necessary. No directories will be required if calls to directory assistance are provided
free of cost to the caller.
All payphones must be hearing aid compatible and contain an industry standard
volume control.
Each Public Payphone must display a sign/placard that explains at least the
following: Local call cost. General operation instructions. Procedures to be followed when requesting refunds or repOlting repair
problems. The payphone provider's name, address, toll free customer service
number, and instructions for receiving a refund and/or reporting service
problems. The current long distance catTier and their toll free customer service


8.3.10 An illustrated and detailed product listing that includes all of the payphone
equipment that you are proposing for the State.
8.3 .11 Indicate and elaborate on the proposed equipments ability to meet these
8.3.12 Indicate the process for requesting a refund.
8.3.13 Any other infonnation deemed necessary or appropriate to this section.

Public Payphone Enclosures/Pedestals
8.4.1 All payphones are to be installed with an enclosure, or housing that is suitable for
the environment in which they will be located.
8.4.2 Outdoor payphones will be attached to a building and enclosure.
8.4.3 Indoor or outdoor payphones that are fi:eestanding will be installed with a pedestal
and enclosure.


A detailed product listing that includes all ofthe enclosures, pedestals, etc that
you are proposing for the State.
Page 15 of35

0, ... '







Indicate and elaborate on the proposed equipment's ability to meet these
Any other information deemed necessary or appropriate to this section.

Respondent will be responsible for all aspects and costs of the public payphories
including the acquisition of equipment and enclosures, installation, cabling, trenching,
conduit, operation, service, phone lines/circuits, coin collection and maintenance.
8.5.1 The State will provide concrete pads where required. Respondent must provide
detailed specifications to aid the State in construction of the pads.
8.5.2 At public payphone locations, the State will provide one grounded duplex 120
volt, 60 Hz receptacle up to 15 amps at no cost to the Respondent as requested.
Additional power requirements will be the responsibility of the Respondent.
All payphones must be installed in a professional manner and all cabling and conduit
used to install the phone and secure cabling must be properly secured to the structure,
and match the surrounding environment as close as possible. Any installation not
meeting this requirement will be remedied within 7 days after notification from the
All phones, enclosures, cabling, conduit and any other hardware and cabling will be
maintained and repaired or replaced as necessary by' the Respondent during the life of
the resulting contract. All cabling and conduit must remain properly secured to its
surrounding structure at all times.
Public payphones must provide dial tone first.
Public payphones must provide direct free access to dial tone.
Public payphone users must be able to enter unlimited digits for the duration of their
Public payphones must refund any money deposited in the event of a busy signal or no
Users must be able to place "911" and "800" number calls at no charge and without
inserting any money into the payphone.
Phones must allow users to access any long distance carrier by dialing codes provided
by their carrier.
Local calls are to be of an unlimited duration.
Public payphones must be able to receive incoming calls at no charge.
8.15.1 Incoming call restriction must be available on all Public payphones as requested
by the State.
Selected payphones at Department of Natural Resources locations will be designated as
seasonal and may be disconnected or suspended at the end of each season to help defray
costs of operating the payphone. Seasonal phones must be reconnected the following
season upon Vendor notification by the State.
8.16.1 Any phones that are disconnected or suspended that will be left on state property
must be clearly secured, tagged, and bagged to indicate that the phone is not in
service. Simple tags attached to the phone indicating that it is out of service are
not acceptable.
Respondent will be required to provide additional Public payphones as new buildings
and propelties open.
Payphones will be lighted during evening hours when light from other sources is not
sufficient to read instructions and use the payphone.
All requests for new installations, removals, or relocations will be completed within 45
Page 16 of3S







calendar days.
When Respondent installs or removes a payphone or enclosure, care should be taken to
minimize any damage to drywall and the surrounding area. Mounting holes left from
the phone and any enclosures, and back plates will be filled with spackle or appropriate
wood filler as needed. Electrical/wiring boxes will be covered with a solid faceplate that
matches the surrounding environment as close as possible. Any excess damage either
accidental or intentional caused during the installation or removal of a payphone is the
responsibility of the Respondent. If the Respondent fails to repair damage, the State will
have the damage repaired and all costs will be billed to the Respondent.
If Respondents public payphone equipment requires space in a MDF or IDF, respondent
must provide detailed requirements in their response to this RFP.
Describe in detail your method for determining when a coin box is near or at capacity
and the frequency at which the coin boxes are emptied to insure continued service for
coin calls.
Regular coin collection and payphone maintenance shall also include checking the
cleanliness of each payphone station, cleaning the phone and enclosure, and maintaining
directories at each payphone station.
Describe any capabilities that your payphones or related equipment employ to notify you
of payphones that are jammed, full, out of service, etc.
All installed payphones must comply with both State and Federal requirements
including the Americans with Disabilities Act.
Public payphone Providers must be registered with the Federal Communications
No advertising or sales solicitations not directly related to the payphone service or other
services under this RFP are to be displayed on the payphones, placards, or the
immediate areas sun'Oll11ding the payphones.



Indicate and elaborate on your ability to meet these requirements.
Any other infonnation deemed necessary or appropriate to this section.



Recognition of Automatic Number Identification (ANI) and screen codes designating
type of originating Public phones enabling efficient processing of operator assisted calls.
General assistance must be provided at no charge.
Users must have access to a directory assistance operator at no charge and without
inserting any money into the payphone.
Operators must be able to pass or refer users to other carriers when necessary.
Respondents must have the capability of handling the following types of calls:
9.5.1 Station Collect
9.5.2 Person Collect
9.5.3 Third Number Billed (Operator must verify billing number)
9.5.4 1+ Sent Paid
9.5.5 International Direct Dial Calls
9.5.6 Bell Operating Company (BOC) Calling Cards
9.5.7 Your Company's Calling Cards
Page 17 of35


Operators must be willing and able to assist users having difficulty dialing a number.
Operators must be willing and able to assist users with emergency calls.
Operator services must be provided 24 hours a day, 7 days a week.
When answering calls from users, the operator must identifY the Respondent's company.
If calling party desires to use a credit card (Qwest, AT&T, etc) other than Respondents',
then the operator must provide them with instructions.
Operators must be able to provide an instant credit, or a simple means to receive credit,
for a poor quality call (i.e., static, crosstalk, garbled talk, disconnect, etc.).
Operators must at all times be courteous to callers.
The Respondent should employ their own operators and maintain their own operator
Calls to operators must be answered in a maximum of2.5 seconds.


9 .21


Indicate and elaborate the proposed services' ability to meet these specifications.
An outline of your plan for providing the above specifications.
An explanation of calling procedures when using credit cards other than your own.
An explanation of how the use of credit cards (or other dial around methods), other than
your own, would affect commissions paid to the State.
An explanation of how operators would assist with emergency calls.
Your method of verifYing third number billed calls.
Your method of determining the validity of BOC calling cards.
Outline your method for providing users credit for poor quality calls.
The location (s) of your company's operation center(s):
The total number of operators that the company employs.
A detailed description of the training program that your operators must complete before
working with customers.
Any other information deemed necessary or appropriate to this section.

IC-5-22-23 - MANDATORY
PreviOlls legislation has placed new requirements on offender calling rates and commissions.
Please refer to Attachment G for a copy ofIC-5-22-23 Chapter 23 "Telephone Calling Systems for
Confined Offenders"



A certified complete copy of ALL contracts and contract renewals you have with all
other Indiana, local and county jails in the State of Indiana. This must show all terms
and conditions, per minute rates, call setup fees, and commissions. Failure to provide
this data WILL result in elimination from consideration of award. These
documents should be submitted with your proposal in a separate sealed envelope
marked "CONFIDENTIAL". Please review section 1 paragraph 1.15 of the RFP
packet that details how the State handles confidential information.
Any other infonnation you deem necessary or appropriate to this section.

Page 18 of35


RATES - MANDATORY (Evaluated as a separate Category Attachment H)
For Offender phone calls, the State is seeking a flat per minute rate. No surcharges,
long distance fees, call connect fees, or other charges other than the flat per minute rate
are pennitted under this RFP. Pricing must be based on a flat per minute rate.
The per minute cost for an offender phone call must be the same per minute cost for the
entire duration of the call. For example, the first minute may not be billed at $1.00 with
subsequent minutes being billed at $0.20 per minute.
The per minute cost for an offender phone call must remain the same and not be based
on distance, length of call, the time of day, or the day ofthe week that the call is placed.
Offender calls will be of a limited or an unlimited length. The amount of time an
offender is pennitted per call is detennined on a facility by facility basis. Most facilities
currently pennit 15-20 minute calls. Offenders are currently pennitted to immediately
make another call after they complete their first call at most IDOC facilities.
International calls may have a reasonable call connect fee and a per minute rate. No
other fees are pennitted.
Offender calls will not be rated as local, long distance, etc. All calls will be a flat per
minute rate. RFP responses that show any surcharges or fees (excludes
international calls) will be eliminated from the RFP selection process.
Total call cost must be the same or less than the current dominant carriers rates for the
same type/length of call placed the same time of day. (The State considers the dominant
carrier to be GTL and Secm'us due to the number of payphones they provide for the
Per minute rates must be the same or-less than those of the dominant carrier on calls
placed from the State offender telephones. Respondent is to compare their public
payphone and offender calling rates to the published rates of up to three (3) of their local
competitors and show how their rates compare to those of their competitors.
Public payphone rates may not exceed $0.50 for a local coin call of unlimited duration.
11.10 During the contract period and all subsequent renewals, the rates charged for offender
calls, and all State payphone calls will be changed only with written approval from lOT
and IDOC. Requests for rate changes must provide specific details as to why the
increase or decrease is requested. Failure to secure permission for a rate change will be
cause for contract tennination. If such tennination occurs, the Respondent will be
responsible for all commissions remaining through the end of the contract term. The
commission owed to the State will be calculated by using the average of the previous
twelve (12) months revenues.
11.11 Proposals submitted with what the evaluation committee determines to be excessive or
unnecessarily justified service fees, costs, or other fees which fail to comply with the
requirements set f011h in this Document, and cause undo fmancial hardship on the
families and friends of offenders receiving collect only calls will be eliminated from
consideration of award.
11.12 Complete the provided pricing worksheet attached in Attachment H. Provide the State
with several per minute rate options, and the commission percentage you will pay the
State. No responses should be submitted that propose a zero percent commission.



Indicate how the proposed service can meet these specifications.
Page 19 of35



Provide detailed rate tables describing call rates for different call lengths. (Tables must
be easily understood).
Provide pricing for international calls in Attachment H.
A table/chart listing your current rates in comparison to up to three (3) of your
competitors current rates being charged in other states.
A copy of your Company's most recent IURC Tariff filings regarding offender/collect
only payphones and public payphone charges, surcharges and fees.
Any other infonnation you deem necessary or appropriate to this section.


The State requires that the selected Respondents' service provide satisfactory speech quality.
The noise floor must be -40 dB (decibel, dB=10 log PIIP2, where PI and P2 are the
power level in watts) or better.
The signal to noise ratio must be below 40 dB if the proposed service utilizes an analog
network or between 15 and 25 dB if a digital network is utilized.
For VOIP networks and the proposed CCS the minimum acceptable MOS score is 4.0 or
If a VOIP system is being proposed it is essential that the Respondents' network employ
QOS to ensure that all calls receive priority treatment over other traffic with low jitter,
low delay and little or no packet loss across the network.
The level of unwanted frequencies produced by the pair shall be not more than 33 dBm
(lmilliwatt of power dissipated in a 600 ohm impedance) in the band from 300 to 3400
Hz (hertz).
Lines must be free from crosstalk.
Lines must be free from static.
Audio on the lines must not sound digitized or have any echo.
Service Outages
12.9.1 A major outage is any outage that causes a degradation of service to 20% or more
of the pay telephones at any facility/location. This shall also include all network,
hardware, software, investigative and recording capabilities, and features of the
call control system and automated operator scripting. Respondent will provide an
onsite response time of no more than four (4) hours, 24 hours a day, 7 days a
week, 365 days a year for all major outages. trouble ticket related to the ability ofIDOC investigations staff to
access any CCS, live calls, recordings or call records must be treated as a
priority 1 level incident and is considered a major outage.
12.9.2 A minor outage is any outage that affects less than 20% ofthe pay telephones at
any facility/location. This shall also include all network, hardware, software,
investigative and recording capabilities, and features of the call control system and
automated operator scripting. Respondent will provide an onsite response time of
no more than eight (8) hours, 24 hours a day, 7 days a week, and 365 days a year
for all minor outages.
12.9.3 Use of Offender labor does not constitute an onsite response by the Respondent.
12.10 Respondent will repair any and all service degradations 7 days a week, 24 hours a day,
and 365 days a year.
12.11 Respondent will maintain a proactive approach in the monitoring and maintenance of
Page 20 of35


their network and equipment to ensure the greatest amount of reliability.
Respondent will pay the State a credit when service fails to meet any of the abovementioned levels of service quality, or fails to meet the above response times for
outages. The amount of the credit will be based on the average daily revenue of each


hldicate and elaborate on your services' ability to meet the above specifications.
illdicate your network's average noise floor.
If proposing a VOIP solution what is your average MOS score?
Ifproposing a VOIP solution what type of CODEC do you utilize (i.e. G.722, G.729)?
illdicate your network's average signal to noise ratio.
Indicate your method and frequency of testing the quality of your network.
Provide the address, city and state of the dispatch center(s) for the State ofilldiana
service calls.
12.20 Describe the trouble reporting procedures.
12.21 Describe your trouble escalation process.
12.22 illdicate your understanding and agreement to the required response times for all major
and minor service outages.
12.23 Any other information deemed necessary or appropriate to this section.




It shall be the Respondents' sole responsibility to bill and collect for all calls either by

establishing prepaid accounts, direct billing or thru LEC billing.
Called pru1ies may not be forced to open a prepaid or debit account in order to receive
calls from Offenders.
No billing statement fees are permitted for direct billed or LEC billed accounts.
The maximum fees pennitted to setup a prepaid, debit, advance connect account, or any
type of other account either online or over the phone may not exceed $3.00.
13.4.1 No fee is permitted to add funding to any account once the initial account is setup.
13.4.2 No fee is permitted if payment is mailed in to setup the account and for future
fimding of the account.
13.4.3 No fee is pennitted to make any other changes to the account.
13.4.4 Any fimding remaining in a customer account will be refunded in full upon
request. No refimd fee is permitted to issue a refimd when a customer requests a
refimd, or closes an account.
The call blocking limit may not be less than $80.00 in any given rolling 90 day period
for offender calls unless approved in writing by lOT and IDOC.
Any account that remains donn ant will not forfeit any remaining balance, or be charged
an inactivity fee. Any balance remaining in a donn ant account must be refimded to the
pruiy that opened the account. No fees are pennitted for refimds. If the account is
dormant for more than 180 days and the pruiy originating the account cannot be
contacted, any fimding remaining in the account will be refimded to IDOC in its
Page 21 of35


hldicate and elaborate on the proposed service's ability to meet these specifications.
hldicate the length of your billing cycle and on which days of the month it begins and
How is billing processed for recipients of calls originating from IDOC facilities?
13.10 Does your company have billing agreements with all LEC's and CLEC's to handle the
billing for calls originating from IDOC facilities?
13.11 Explain in detail and list any and all charges that your company charges for setting up a
billing account.
13.12 Ifbilling agreements do not exist with specific LEC's and CLEC's, how does your
company enable calls to be processed and billed?
13.13 If call blocking limits are imposed beyond those defmed by the State, explain the
procedures required to have the dollar limit increased.
13.14 Any other information you deem necessary and appropriate to this section.



Respondent must provide a copy of their Celiificate of Authority, or certified proof of it,
from the hldiana Utility Regulatory Commission.



A Copy of your Certificate of Authority or certified proof thereof.
Any other infonnation deemed necessary or appropriate to this section.






Respondent must provide each IDOC facility, IDOC investigators, and lOT a complete
paper set operation manuals and CD ROMS of operation manuals for the specific
system installed at each IDOC facility.
Respondent shall fhrnish monthly trouble reports to lOT and IDOC on all system
software, data circuit, and hardware malfimctions and defects for all State & IDOC
facilities. This report shall be in an electronic format that is acceptable to the State.
A paper repOli detailing the Public Telephone's usage information must accompany
each commission check sent to lOT & IDOC. The IDOC repOli will include only IDOC
phones. The lOT report must contain all phones. An electronic report in MS Excel
fonnat, or other fonnat agreed on by lOT, is also to be provided monthly on CD-ROM
or via email in the same format provided on the paper report.
Report must include an itemized listing by location for each Public Telephone number
or offender telephone. The information provided for each telephone must be: the agency
identifier, specific location, address, telephone number, collection period, minutes of
usage, number of messages (calls), Respondent's revenue, commission percentage, and
commission amount.
Although the State is requesting a flat per minute rate, call reports will be broken down
to indicate if the call was local, intraLata, interLata, interstate, etc.
Report must include summaries by location containing total revenue, total minutes of
usage, total number of messages, total minutes of usage and total commissions paid to
Page 22 of35

the State for the particular billing cycle.
Report must include a summary page containing the total number of stations (phones),
the Respondent's total monthly revenue (from all State phones), total monthly
commissions paid to the State, accumulative number of messages, accumulative minutes
of usage, and accumulative commissions paid to the State for the particular billing cycle,
as well as year to date.
Report must include a separate detail page for all newly added and deleted phones
during the current reporting cycle.
Reports must be accessible online via the lntemet for authorized lOT & IDOC
15.10 These reports are to be sent to:


Indiana Office of Technology
Attn: Payphone Specialist
Indiana Govemment Center North
100 N. Senate Ave.
Indianapolis, IN 46204
Indiana Department of Correction
Technology Services
302 W Washington Street
Room W341
Indianapolis, IN 46204


Six complete sets of operation manuals with your response for the call control and
recording system you are proposing.
15.12 A sample trouble repOli and detailed explanation ofthe system trouble report.
15.13 A sample of a monthly usage and call detail and commission report.
15.14 A sample of any additional infonnation that your report can include.
15 .15 Your capability to provide online commission reports?
15.16 Any other infonnation deemed necessmy or appropriate to this section.



Proposals must include a detailed list of all duties required of the State by the
Respondent before, during, and after cutover to Respondents services.



A detailed list of all duties required of the State by the Respondent before, during and
after cutover.
Any other infonnation deemed necessmy or appropriate to this section.

Page 23 of35



Respondent is encouraged to offer discounted calling plans for recipients of offender
collect calls.
Respondent is encouraged to provide alternative calling options for collect only calls
from offender payphones. (i.e., prepaid, debit,etc)
Calls may be placed to cellular phone numbers as long as the number is on the offenders
allowed call (PAN) list.
Alternative calling plans must not place any additional requirements on State
Correctional Facilities or their staff.
Any required administration of alternative calling plans will be the responsibility of the
Family and friends receiving calls from offender phones should be provided with a toll
free telephone number to call with billing questions and concerns. This number should
be clearly displayed on the customer's bill. Respondent personnel assisting customers
with such calls should be familiar with all options available to customers to help reduce
their collect call costs.
Respondent will provide information to IDOC and call recipients regarding all options
available to help reduce the costs of offender collect only phone calls for offenders, their
family and friends.


List any discount calling plans that your company currently offers that are being
proposed under this RFP.
List any alternative calling options for collect only calls from offender payphones that
your company currently offers.
Any other information deemed necessary or appropriate to this section.





Customer Service Center MUST BE located within the continental United States.
Customer Service Center will have a published toll-free SOO number and will provide
easy customer access to a live operator for assistance. Callers must be able to reach a
live operator at anytime by pressing zero (0) or another designated number specified in
the initial prompts/options they receive when the system first answers.
An automated attendant or an interactive voice response system is pennissible as long as
callers must select no more than 5 total options before they access the service/s they are
calling about. Callers must still be able to reach a live operator at anytime by pressing
zero (0) or other designated number.
Customer Service Representatives (CSR's) should be available at a minimum, 7 a.m.
EST to Midnight EST seven days a week 365 days a year.
The maximum allowable hold time to speak to a CSR must be kept to a minimum at all
times. The system may not disconnect or instruct callers to call back later if the CSR's
are busy. Respondent will be responsible for maintaining adequl:).te staffing levels at all
times to minimize hold times. Hold times in excess of two minutes to talk to a CSR are
CSR's must at all times be courteous, knowledgeable, friendly, and should be fluent in
English and Spanish.
CSR's must be trained on a regular basis and remain familiar with the specifics ofthe
Page 24 of35

services provided under this RFP to adequately assist friends and family members who
will be calling for assistance.
Respondent must provide customers simplified methods to request credits or refunds for
erroneous disconnects and calls of poor quality. Customers must be able to submit a
request online, over the phone by providing the specific details to a CSR, by US mail, or
by fax.
Respondent should provide customers with a one-time "no questions asked" courtesy
credit when receiving a complaint about an improperly disconnected or poor quality call.
Future complaints may be investigated utilizing the standard procedures described by
the Respondent and agreed upon by the State in their RFP response before any credits
are issued.
18.10 Any valid credits due must be applied and received within 2 weeks of the original
request/complaint date.
18.11 Respondent will develop and maintain a customer service website specific to the State of
Indiana lOOC facilities. The site will be Respondent and State "branded" and
customized specifically to provide information, rates, guidelines, complaint reporting
procedures, pricing, account options, etc related to any contract resulting from this RFP.
Respondent will review website details with the State upon contract execution and
develop an agreed upon design.
Your understanding and ability to adhere to the requirements specified in section 18.0.
What are the proposed hours of operation that your Customer Service Center be
18.14 What is the current address of your Customer Service Center?
18.15 What is your current staffmg level and do you intend to add additional staff if you are
awarded a contract from this RFP?
18.16 Describe your current CSR training program.
18.17 How many hours of training per year does each CSR receive?
18.18 Describe in detail the specific processes that you will implement to resolve customer
complaints and issue refunds/credits.
18.19 Indicate your understanding, ability, and agreement to comply with the one-time
courtesy credit requirement.
18.20 Describe in detail the processes involved in investigating a customer complaint and
issuing a credit/refund for a disconnected or poor quality call.
18.21 Indicate your understating and ability to develop and provide a website as specified in
18.22 Any other information deemed necessary or appropriate to this section.



COMMISSION PERCENTAGE - MANDATORY (evaluated as a separate category)


The commission percentage bid is the total commission percentage the Respondent
agrees to pay the State for offender and public payphone, and Wi-Fi revenue.
Respondent must specifY Commissions are to be paid on all gross revenues.
Offender and public payphone commissions are to be quoted as separate commission
percentage rates. The commission rate for use of the requested public Wi-Fi (Section
30.0) may be proposed separately from the phone commissions.
Page 25 of35


No responses should be submitted that propose a zero percent commission.
Respondents should note that it is essential that the current level of service not decrease
and the cost of services to public and offender users, their friends and family members
decrease. Said service should be made available at a fair and competitive price to all
users that make and or receive calls from offender phones and public payphones located
on State property.


Complete Attachment H and indicate the commission percentage you will pay to the
State on gross revenue for offender and public payphone calls.
SpecifY that all commissions are paid on all gross revenues.
Complete Attachment H and indicate the commission percentage you will pay to the
State on gross revenue for public Wi-Fi use
SpecifY that all offender and public payphone commissions and WI-FI commissions will
be paid on gross revenues.
A narrative explainingthe components that makes up the commission percentage.
Any other infonnation deemed necessary or appropriate to this section.


Commissions must be paid on gross revenue.
Commissions must be paid on all calls. Including but not limited to the following:
20.2.1 Local and local long distance and IntraLATA, interLATA, and interstate calls
from public payphones.
20.2.2 Operator assisted calls (Le., collect, third party billing, and person to person).
20.2.3 Calls placed utilizing Bell Operating Company (BOC) calling cards.
20.2.4 All calls placed from IDOC Correctional Facilities utilizing the proposed CCS.


Indicate and elaborate on your ability to meet these specifications.
Indicate any other types of calls, not listed above, that you are able to pay the state a
commission on.
Any other information deemed necessary or appropriate to this section.



Commissions must be paid on a monthly basis.
Commission checks for the total commissions due to the State must be delivered to the
designated locations within thirty days following the end of a billing cycle.
Locations that are to receive cOimnission checks will be identified after contract
execution. Checks must be received by the State (and various State Agencies) within 30
days after the close of a billing cycle.
The Indiana Office of Technology has the sole authority to detennine what agencies
receive commission checks. Respondent must not deliver a commission check to any
agency other than The Indiana Office of Technology without prior written approval of
Page 26 of35


The Respondent must have the ability to separate various agencies' revenue from the
total State revenue and issue multiple checks as required. The State anticipates a
maximum of thirty (30) checks would be needed.


A statement of 'your compliance with the above requirements.
Any other information deemed important or appropriate to this section.

COMMISSIONS - DESJRABLE (evaluated as a separate category)

Commissions should be paid on all local, local long distance, and IntraLATA,
InterLATA, and interstate calls including the following:
22.1.1 Calls placed from public payphones utilizing commercial credit cards (i.e.,
American Express, Visa, MasterCard, etc.).
22.1.2 Calls placed utilizing your company's calling cards.



Indicate and elaborate on your ability to meet this specification.
A list of the types of calls on which you will pay commission. Please list any types,
which are in addition to those listed in Section 22.0. If you are unable to pay
commissions on any call type listed in Section 22.0, it should be noted here.
Any other information deemed necessary or appropriate to this section.

Cutover must take place within 4 months after contract execution. The State prefers that cutover
take place as quickly as possible with the least amount of service interruptions.
Respondents must provide a detailed transition and implementation plan which must
include at least a minimum, the following components:
23.1.1 Timeline for all lOOC facilities
23.1.2 Timeline for all public payphones
23.1.3 Timeline for public Wi-Fi.
23.1.4 Processes and procedures for transitioning from the existing call control systems
to the new system (if applicable)
23.1.5 Any staffing requirements for lOOC facilities.
23.1.6 Detailed project management plan that specifies how the Respondent will assist
the State in managing the technology and services implementation and ongoing
management during the contract tenn.
23.1.7 Anticipated downtime at each facility .
. 23.1.8 System testing methods.
23.1.9 Any other items Respondent deems necessary for this section.

A detailed transition, project management, and imple~entation plan which must include
at least a minimum, the components listed in 23.0.
Page 27 of35


Page!i.i_ of


Any other infonnation deemed necessary or appropriate to this section.

Management Judgment)

Experience and reliability of the Respondent's organization and service will be
considered in the evaluation process. Therefore, the Respondent is advised to submit
any infonnation which documents successful experience and reliability in providing and
implementing the services requested herein. Specifically the Respondent should fully
describe any prior experience in providing offender, Public Telephone, long distance,
internet, Wi-Fi, and operator services.



Any information you believe best documents your organization's experience and
reliability regarding the services requested in this RFP.
Any other infonnation deemed necessary or appropriate to this section.


The State requires that the respondent provide the State with two Account Managers.
One will be the primary contact; the second will be a backup.
25.1.1 The primary account manager must have at least 5 years of experience directly
related to the public and offender payphone industry.
25.1.2 The assistant account manager must have at least 2 years of experience directly
related to the public and offender payphone industry.
25.1.3 The selected Respondent must provide an 800# or local telephone number for the
State to use for all business calls to the account managers.
All telephone calls or emails from the State will be answered no later than the end ofthe
next business day.
Respondents Primary Account Manager will be responsible for scheduling a quruterly
meeting with the State to review the State account.
The State has the final approval of all account manager(s) and site administrators
associated with this RFP and may at any time during the contract; require the
removal/replacement of the account manager(s).




Provide the name, address, phone number, and email address of the PrimalY Account
Manager, and Assistant Account Manager that will be responsible for the State account.
Provide a current resume listing each Primruy and Assistant Account Managers'
experience, previous employment, and their qualifications for working with the State
Any other infonnation deemed necessary or appropriate to this section.


Respondent must provide the State with a list of all subcontractors and their areas of
Page 28 of35

Page ~7 of &1
responsibility that you intend on using to fulfill the terms of this RFP and resulting



A list of all intended subcontractors.
Detailed description of what each contractor will be responsible for performing under
this RFP.
A copy of any subcontracts with intended subcontractors.
A list of all subcontractor employees and pertinent contact information for those
employees that will be working for the State under the resulting contract.
Any other information deemed necessary or appropriate to this section .


Offender labor will be utilized throughout the lifetime of the resulting contract from this
RFP as part ofIDOC's ongoing training and education program to provide offenders
withjob skills and training that they can utilize upon their re-entry into everyday society.
It is anticipated that offenders can assist with the physical installation of cabling, the
installation, maintenance, and removal of telephones at a minimum.
CCS system security and staff and public safety must not be compromised in any way
from the resulting offender labor perfonned under the resulting contract.
27.3.1 IDOC will be responsible for providing supervision as needed when offender
labor is utilized.



Describe in detail what work you anticipate having offenders participate in under the
resulting contract from this RFP.
Describe how you will work to ensure that the system security is not compromised from
utilizing offender labor.
Any other information deemed necessary or appropriate to this section.


Respondent is to provide, install (as necessary), and maintain TTYs at correctional
facilities, and other State payphone locations at no cost to the State as requested.
28.1.1 TTY equipment shall be portable or of a fixed mount. Requirements will vary
depending on the need of each site.
28.1.2 TTY equipment shall contain a display.
28.1.3 TTY equipment must have the ability to print a paper copy (offender phones
28.1.4 TTY equipment must have the capability of being remotely monitored and
recorded at IDOC facilities. The CCS must be able to conve11 TTY tones into a
readable printout or log the call in a text fonn within the proposed CCS.

Page 29 of35



Indicate your ability and compliance to supply the requested items above.
Provide a listing and catalog of the specific equipment that is currently available to meet
the requirements listed above.
Describe how the proposed CCS logs, converts, and records calls placed utilizing a
Any other information deemed necessary or appropriate to this section.

The State desires the ability to detect, deter, and intercept unauthorized cellular telephone use at all
IDOC facilities. For the purpose of this section, cellular relates to any communication device
utilized to access any wireless carrier's network to cOlmnunicate verbally, via textiSMSIMMS
message, or by some other use of data across the carrier's network. Reduction of unauthorized
cellular use will benefit both IDOC from a security and investigations standpoint and the
Respondent in reducing lost revenue from illegal cellular use.
The State is aware that cellular jamming is not legal at this time. Jamming will be
reviewed fhrther upon FCC approval for use in correctional facilities.
Should the FCC not pennitjamming, Respondent will work with the State to implement
alternative tedmologies to deter and detect cellular use in IDOC facilities.
Pennanent installation of cellular detection equipment is not required every IDOC
facility. IDOC requires a minimum of nine systems be made available for IDOC use.
Systems should be robust multi functional systems that go above and beyond the typical
small handheld units that can be carried around the housing units to detect active
cellular phones.
Fixed systems are required at the following IDOC locations: New Castle, Putnamville,
Plainfield, Indiana State Prison/Westville, Pendleton/ClF, Miami Correctional, Wabash
Valley, and Rockville. The remaining IDOC sites will require systems that can easily be
transpOlied between sites.
Antelma installations and any cabling required as pati of any proposed fixed solution
must be pennanently mounted and confonn with accepted industry standards for the
correctional industry, NEC, Bicsi, and all other national, state, and local regulations
relating to fire stopping, electrical and telecOlmnunications standards .
. 29.6
All equipment, software, antennas, cables, and other items related to the system will
become the propeliy of IDOC. During the life of the contract Respondent will be
responsible for all maintenance, updates, upgrades, and suppOli of the equipment.
Additional systems will be installed as required at the request of IDOC.
Cellular tower replication technology is the most desired solution to meet IDOC needs.
The following features are desired.
29.8.1 Ability to intercept and allow or disallow call to proceed.
29.8.2 Ability to record audio from calls in progress.
29.8.3 Ability to log all calls placed and received and the digits being dialed.
29.8.4 Ability to intercept and log or send text messages to and from phones located
within the correctional facility.
29.8.5 Ability to capture ESN, MEID, or cellular numbers communicating thm the
29.8.6 Ability to triangulate or detect phones within a specific location.
29.8.7 Allowed device list to pelmit authorized devices to make and receive calls without
being recorded, blocked, etc.
Page 30 of35

t:i' " C~, tt.








Non linear junction detectors may be utilized in addition to other possible solutions
proposed by Respondent. However, it should be noted that use of non linear junction
detectors alone will not satisfy this requirement.
Proposed system MUST NOT cause inference with IDOC communications radios or
other approved electronic devices.
Training must be provided to IDOC in the proper operation and setup of the proposed
solution. Training will take place upon initial installation and throughout the life of the
contract as requested by IDOC staff.
The proposed solution must comply with all applicable State and Federal laws, and all
FCC regulations.


Describe in detail what technology you can offer the State at this time.
Describe what technology you may be able to provide in the future as guidelines are
established to pennit jamming.
Indicate you ability to meet the equipment requirements of IDOC.
Describe in detail any installation requirements at IDOC facilities related to antennas,
repeaters, etc.
Describe any other emerging technologies that the State may wish to consider related to
cellular detection, interception, and jamming.
Any other infOlmation deemed necessary or appropriate to this section.

The state desires that public Wi-Fi service be provided at state locations such as INDOT rest areas,
DNR prope11ies and campgrounds, and other public locations as requested at no cost to the State.
Respondent will be responsible for all costs associated to install, operate, and support the service.
Service will be a pay-for-use service that can be billed by pay per use, pay-per-day, or pay-perweek with the users of said service paying for using the service. Service may be provided thm the
use of internet kiosks, internet enabled payphones with Wi-Fi, or by Wi-Fi access points.
The proposed system should provide a walled garden/splash page upon access that
provides cost and payment options for using the service. This site may contain
advertising as long as it is not deemed by the state to be offensive in nature. Any
material deemed to be offensive by the state must be removed immediately.
The proposed service should also provide free access to a few limited sites such as the
DNR website, INDOT road and traffic conditions and closures, local weather
infonnation, watches, and warnings. These sites will be detennined by the location
being served by the proposed service. No adve11ising or pop-ups are pennitted when
linking to these sites.
DNR locations, INDOT rest areas, and the sUlTounding parking lots should provide
adequate coverage and bandwidth to supp0l1 multiple users at the same time.
Respondent will monitor bandwidth utilization and add additional capacity as required.
The State will not provide any network or broadband connectivity. Respondent will be
required to provide their own network/broadband connectivity for the service
The State will provide access to existing power outlets as need by the Respondent. Any
additional power installation requirements not already in place will be the responsibility
of the Respondent.
Page 31 of35








DNR properties will include the campgrounds, camp stores, and other areas as
INDOT locations will include rest areas and the surrounding parking lots.
The State will NOT provide technical assistance to users but will re-distribute printed
service information to users as long as the information is provided to the State in paper
form that can be given to users. Respondent will be responsible for ensuring that
adequate materials are available at all locations for distribution to users and will
replenish printed materials on a regular basis or upon request ofthe State.
The State will work with Respondent and permit limited SigIlage advertising the service
at most locations. For historical preservation reasons, signage will not be permitted at
all locations.
Before charging users for use of the service, Respondent must clearly advise users of the
costs for the service and wam users that the infonnation is being transferred over the
wireless connection and intemet is not secure and that they should exercise caution
when using the service to safeguard their information.
Respondent should make all reasonable efforts to maintain security of the data
transmitted across the proposed service.
Respondent must provide a toll free customer service number for reporting trouble.
Service must be available 24x7x365 day a year. Seasonal sites such as DNR
campgrounds may be disconnected on a seasonal basis.
Respondent must provide a simple process of issuing customer refunds when the service
fails to work properly. The refund process must not require users to mail or fax in
refund forms. Refunds should be issued over the phone when a user calls customer
service to request a refund. The State will not issue refunds.
Respondent will pay the State a commission percentage based on the gI·oss revenue
generated from this service. Commission percentage details should be provided in
Attachment H.
Respondent will supply the State with monthly commission reports for the Wi-Fi
service. The report should include at a minimum the gI·oss revenue per location, the
commission being paid to the State, number of users of the service, and the amount of
data in megabytes used at each site per month. RepOliing infonnation will be fmalized
between the State and Respondent after contract execution.
Respondent will supply the State a monthly trouble report indicating any problems
experienced at the Wi-Fi sites.



What is the minimum bandwidth available per user that you are proposing under this
Provide a sample of the proposed signage for advertising the service as well as any
customer handouts with instructions on using the service.
Provide your proposed user rates in Attachment H.
Provide the commission percentage you will pay the State for users utilizing the service
in Attachment H.
What Wi-Fi equipment are you proposing to utilize in order to provide the requested
services and what Wi-Fi technologies will it suppOli?
Provide the telephone number for your customer service center.
Describe the process for issuing refunds to customers during service outages, or when
Page 32 of35



the service does not meet the minimum performance requirements.
Provide information on any WI-FI implementations you have done with other
Any other information deemed necessary or appropriate to this section.

The State and the Respondent understand that the offender phone technology and the related
services requested under this RFP are constantly changing. In an effort to provide the best level
and quality of service to the State, the Respondent is encouraged to present new technologies and
services to the State for consideration and implementation during any resulting contract from
the RFP. This may include new, innovative offender CCS technology, video conferencing, and
other beneficial services. In addition to offender CCS innovations, the public payphone and WiFi industry is changing dramatically as well. Any new technologies that would benefit the
State may be presented to the State for consideration and implementation during any resulting
contract from this RFP.

Technology is impOltant to the State of Indiana and to this CCS procurement. To that end, the
State is looking for the combination of technology, rates, commissions, project management, and
optional services that deliver the greatest value to the State. The details of the awarded contract
may be negotiated with the winning bidder.



Indicate your willingness to present new tec1U1ologies and innovations to the State.
Indicate any additional value add options you are presenting.
Demonstrate to what extent you have integrated with various providers and technologies
to deliver exceptional value in other contracts.
Any other infonnation deemed necessary or appropriate to this section.

The majority of the work encompassing this project will be performed at State
Correctional Facilities and the Respondent must comply with the following special
working conditions:
Respondent will be required to submit a list of names, social security numbers,
date of bitth, and photo identification upon contract execution, of all persons expected to
be employed on the project inside a correctional facility. These lists shall be submitted to
the Superintendent at each facility for approval prior to any person's arrival at the site for
work assignments. All employees are subject to background investigations to include
NCIC, ill, IDACS, BMV, or any other law enforcement source. The Superintendent and
IDOC will have the final decision on allowing access into the facility.
The access times that the Respondent will be allowed to work inside the
correctional facilities will be determined by the facility Superintendent on a case-by-case
basis. It is expected that the average hours will be from 8:00 am to 5:00 pm Monday
through Friday. No work shall be perfonned on State Holidays, Saturdays, or Sundays


Page 33 of35

(Excluding service outage responses as defined in this RFP) without the Superintendents
permission. Other time schedules and restrictions may be set by each Facility.
All installation or scheduled maintenance work visits must be pre-scheduled with the
facility a minimum of 48 hours in advance and Respondent shall check in and
out with the facility.
Any site visit that is required due to a system outage must be arranged with the
facility as soon as the Respondent knows a visit is necessary.
32.5 All employees of the Respondent and subcontractors will be subject to an individual
body search (pat down) and will pass thru a metal detector each time they enter a
Facility. Tool cases or containers of any kind will be opened for inspection. All
employees of the Respondent will be required to have identification cards or
badges furnished by the Respondent and the Indiana Department of Correction.
All vehicles and other equipment will be inspected on both arrival and departure
from the facility. Unattended vehicles must be locked and have the keys removed.
Absolutely no fraternization between offenders and the Respondent's employees
will be tolerated. Any attempts at same by offenders are to be reported immediately to
IDOC Facility personnel. The selected vendor and its employees must adhere to Prison
Rape Elimination Act (2003) guidelines and Departmental policy regarding sexual
misconduct and repOlting of such behavior.
No requests for visits with offenders will be granted to Respondent's employees
except where such visiting originated prior to award of the Contract.
Respondent shall follow rules pertaining to foot and vehicle traffic as established
by the Facility. Respondent shall observe all off-limit restricted areas beyond which no
unauthorized personnel may trespass.
32.10 All heavy power tools and machinel), such as air hammers, acetylene tanks, etc.,
must be removed from the inside of the security perimeter, through the assigned gate
nightly, unless approved by the facility. Such heavy equipment as power shovels,
compressors, welding machines, etc., can remain inside but must be immobilized in an
acceptable manner outside of the security perimeter.
32.11 Cutting torches and cutting tools, in general, shall be securely locked where and as
directed by the Facility, and checked out as needed. No tools, small pipe, copper or wire
shall remain on the site overnight unless acceptably secured.
32.12 There will be no exchange/loaning/borrowing of tools, equipment or manpower
between the facility personnel, offenders, and the Respondent. Offenders working with
Respondent under the tenns of this RFP may utilize IDOC or Respondent tools as
necessat)' to pelfOlm assigned duties.
32.13 The assigned gate through which materials and vehicles must be transpOlted will
be opened upon request and as approved by the facility.
32.14 Facility personnel may inspect and search areas under construction at any time,
including the Respondents equipment or person.
32.15 Respondent personnel are not allowed in secured areas unless accompanied by
facility security personnel.
32.16 Parking of Respondent's and any subcontractor's employee automobiles shall be
limited to designated areas.
32.17 No tobacco products of any kind are pennitted inside IDOC facilities or on any
grounds that are controlled by the IDOC.
32.18 No knives, weapons, drugs (illegal or prescription), cameras etc. are permitted
inside IDOC facilities.
Page 34 of35


Cellular phones, Blackberry's, pagers, recording devices, and other electronic devices
(excludes electronic testing tools) are not permitted at IDOC facilities without prior
approval from the Superintendent.



A statement that confIrms your agreement and understanding with the requirements
Any other information deemed necessary or appropriate to this section.

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