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The Commonwealth of
Massachusetts
Department of
Correction
Request for Responses
for an
Secure Inmate Calling System
& Related Services
DOC File No. lOOO-Phone2006
July 11,2005
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Table of Contents
Section 1
Description of Procurement.
Section 2
RFR General Information.................................................... 5
Section 3
Background and DOC Information
25
Section 4
General Bidder Requirements
28
Section 5
General System Requirements
33
Section 6
Bidder History and References
81
Attachment A Attachment B Attachment C Attachment D Attachment E Attachment F -
Commonwealth of Massachusetts
100 Cambridge Street, Room 2110
.
1
Required Forms Checklist·
Inmate Telephone Requirements
Current Call Volume & Commission History
Cost Tables
Sample Inmate Telephone Number Request Form
Business Reference Forms
Department of Correction
Boston, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
1
July 11,
Section 1
Description of Procurement
The Massachusetts Department of Correction (DOC) requests qualified Bidders to submit
proposals for furnishing, installing and maintaining a Secure Inmate Calling System (ICS) for use
in its correctional institutions. The DOC has special security requirements and has a prime
objective of controlling inmate telephone usage and limiting the use of the telephone system for
fraudulent activity.
The Massachusetts Department of Correction (DOC) is responsible for managing the operation of
18 correctional institutions located within the Commonwealth. These institutions vary in level of
security and house approximately 10,500 inmates.
Inmates are defined as all persons, male and female, adult and minor, residing in facilities or
admitted or committed to the care and custody of the Department of Correction. This term
encompasses all sentenced prisoners including, but not limited to, civil commitments, federal
.detainees and any other individual under the jurisdiction of the Massachusetts DOC.
This RFR addresses the needs of the DOC in regards to the Secure Inmate Calling System and
Related Services. It is the intention of the DOC to have the Secure Inmate Calling System and
Related Services provide the following:
•
•
•
•
•
•
•
•
•
•
•
•.
Inmate Telephone Instruments (All Facilities)
Coin Operated Pay Telephones for Public Areas within Facilities
All Station Cabling for Inmate Telephone Instruments & Pay Telephones
SitelLocation Processor (Each Facility)
Centralized Bidder Maintained Data Base
Digital Call Recording Functionality or System
Bidder Provided Site Administrators (Each Facility)
Local Exchange Service (Colle~t and Debit)
Intra and Inter-LATA Toll Service (Collect and Debit)
System Training (DOC Site Administrators)
System Training (DOC Investigators)
Remote Password Protected Access to System (Milford HQ)
The DOC intends to have DOC personnel, located at each DOC facility, monitor and control all
inmate calling. These DOC personnel must have the ability to access the ICS' data base at any
time locally within the facility via a secure, password protected method. The ICS proposed for
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
2
July 11,
each location of the DOC will be used for rcs system administration, inmate call recording and
for reporting capabilities. of the inmate call records.
The ICS installed in each DOC facility must allow for
• • • • • • • Remote access must allow DOC investigative personnel to perform all
functions available to the on-site DOC user.
The Bidder is required to provide a centralized data base for the storage of inmate call records
and inmate call recordings from all DOC facilities. This centralized data base must allow
authorized DOC personnel to access call data, pertaining to an inmate, regardless of which DOC
facility is presently housing the inmate.
The Bidder must also provide off-site storage of each ICS's programming to ensure business
continuity and system replacement while retaining the unique programming of each DOC facility
including all inmate PIN and call restriction information.
DOC personnel at each DOC facility must have the ability to change or modify any.privileges or
restrictions pertaining to inmates at their institution. DOC personnel must have the ability to
enter, modify or view the ICS data base for inmates located at their facility.
Currently the DOC is under contract with Verizon for its present Secure Inmate Calling System.
Verizon, serving as the Prime Contractor, provides all local exchange service, intra and interLATA collect call services, all inmate telephone hardware, site/location processors, a centralized
database of all locations, as well as all call recording devices.
All inmate calls are currently placed as collect call only and identified to the recipient as a call
from an inmate at a Massachusetts Correctional Institute (MCI). Inmates are presently required
to use PINs to place these collect calls. All calls are recorded by the DOC with the exception of
telephone calls to attorneys, designated and pre-approved ordained clergyman, and pre-approved
and licensed psychotherapists, physicians, social workers and/or mental health and human service
professionals.
It is the DOC's intention via this RFR, to have a Bidder also provide coin-operated, public
telephones in DOC institutions, as required. These telephones will be located in areas such as
public lobbies, visiting areas and pre-release facilities.
The DOC requires that the Bidder agree to provide the following compensation to DOC:
•
a commission based on a percent factor of all revenue received from calls placed via
the Secure Inmate Calling System operating in collect only mode;
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
•
3
July 11,
a commission based on a percent factor of all revenue received from calls placed via
the Secure Inmate Calling System operating in pre-paid debit based mode;
All commission percentages must be stated in the Cost Tables (Attachment D). Payments to the
DOC and the Commonwealth of Massachusetts must be paid monthly.
There shall be no cost to the DOC for the installation or maintenance of the ICS at each DOC
facility. The Bidder is responsible for replacement of the ICS in its entirety or its individual
components regardless of cause including, but not limited to, normal wear/use, inmate abuse,
natural disaster, orinmate unrest. This system or component replacement will be performed at no
cost to the DOC and will occur immediately upon notification to the Contractor of the system
problem by the DOC facility.
The current contract with Verizon will expire in March, 2006. The selected Contractor will be
responsible for implementing the proposed rcs in all DOC facilities to coincide with this contract
expiration date. The Bidder must address all aspects of Section 5.7 regarding the transition to and
the installation of the proposedICS.
SECURITY SENSITIVE INFORMATION
This solicitation (and RFR document) contains security-sensitive information which, pursuant to
MGL c.4, § 7, cls. 26(n), is generally exempt from public disclosure under the Commonwealth's
public records laws and must, for public safety purposes, be safeguarded from widespread public
disclosure.
This security-sensitive information is in the form of blueprints, plans, policies, procedures,
schematic drawings, which relate to internal layout and structural elements, security measures,
emergency preparedness, threat Of vulnerability assessments, and/or any other records relating to
the security or safety of persons or buildings, structures, facilities, utiliti.es, transportation,
information technology or other infrastructure located within the Commonwealth.
Qualified prospective Bidders that are interested in accessing this information for the purposes of
preparing a bid response must, before being allowed to access the information, sign a
confidentiality agreement, thereby agreeing to:
1. a restriction on the use of these sensitive records for any other purpose than as authorized
and for the purpose of putting together a bid proposal;. and
2. safeguard the information while it is in their possession.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
4
July 11,
RFR GENERAL INFORMATION
The following information is provided for the Bidder's information only. All contact with the
Massachusetts DOC regarding this RFR document must be conducted according to the
requirements outlined in Section 2.0 of this RFR.
Comm-PASS Site Address:
www.comm-pass.com
Purchasing Department:
Address:
Department ofCorrection
50 Maple Street, Suite 3
Milford, MA 01757
Contact Person:
Peter Macchi
Telephone #:
Fax#:
508-422-3333
508-422-3383
E-Mail or InternetAddress:
peter.macchi@state.ma.us
Procurement Category:
Equipment, Software and Services ~
Telecommunications SystemsStandard, Single-Purpose
RFR File Name/Title:
RFR File Number:
Secure Inmate Calling System & Related Services
1000-Phone2006
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5
July 11,
Section 2
RFR General Information
2.1
The terms of 801 Cl\1R 21.00: Procurement of Commodities and Services are
incorporated by reference into this RFR. Words used in this RFR shall have the meanings
defined in 801 Cl\1R 21.00. Additional definitions may also be identified in this RFR.
Unless otherwise specified in this RFR, all communications, responses, and documentation
must be.in English, all measurements must be provided in feet, inches, and pounds and all
cost proposals or figures in U.S. currency. All responses must be submitted in accordance
with the specific terms of this RFR. No electronic only responses may be submitted in
response to this RFR. (See Section 2.24)
2.2
Affirmative Market Program .AMP. Massachusetts Executive Order 390 established a
policy to promote the award of state contracts in a manner that develops and strengthens
Minority and Women Business Enterprises (MlWBEs) and resulted in the Affirmative
Market Program in Public Contracting. As a result, MlWBEs are strongly encouraged to
submit responses to this RFR, either as Prime Bidders, subcontractors, joint venture
partners or other type of business partner$hips.
Non-certified Bidders are strongly encouraged to develop creative initiatives to help foster
new business relationships with MlWBEs within the primary industries affected by this
RFR. In order to satisfy the compliance of this section and encourage Bidder's
participation of AMP objectives, the Affirmative Market Program Plan for large
procurements greater than $50,000· must be evaluated at 10% or more of the total
evaluation. Once an AMP Plan is submitted, negotiated and approved, the DOC will then
monitor the contractor's performance,' land use actual expenditures with SOMWBA
certified contractors to fulfill their own AMP expenditure benchmarks. MlWBE
participation must be incorporated into and monitored for· all types of procurements
regardless of size, however, submission of an AMP Plan is mandated only for large
procurements over $50,000.
The DOC requires some or all of the following components as part of the Affirmative
Market Program Plan submitted by Bidders: Sub-contracting with certified M/WBE firms,
Growth and Development activities to increase MlWBE capacity, Ancillary use of
certified MlWBE firms, Past Performance or information of past expenditures with
certified MlWBEs. The DOC encourages Bidders to commit to at least one certified MBE
and WBE in the submission of AMP plans.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of-Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
6
July 11,
A Minority Business Enterprise (MBE), Woman Business Enterprise (WBE), M/NonProfit, or W/Non-Profit, is defined as such by SOMWBA. All certified businesses are
required to submit an up to date copy of their State Office of Minority and Women
Business Assistance (SOMWBA) certification letter. The purpose for this certification is
to participate in the Commonwealth's Affirmative Market Program for public contracting.
Minority- and Women-Owned firms that are not currently certified but would like to be
considered as an MlWBE for the purpose of this RFR should submit their application at
least two weeks prior to the RFR closing date. For further information on SOMWBA
certification, contact their office at 1-617-727-8692 or via the Internet at
mass. gov/somwba.
Affirmative Market Program Subcontracting Policies: Prior approval of the DOC is
required for any subcontracted service of the contract resulting from this procurement.
The DOC defines required deliverables as including, but not limited to, documentation
necessary to verifY subcontractor commitments and expenditures with Minority- or
Women-Owned Business Enterprises (MlWBEs) for the purpose of monitoring and
enforcing compliance of subcontracting commitments made in a Bidder's Affirmative
Market Program (AMP) Plan. Contractors are responsible for the satisfactory
performance and adequate oversight of its subcontractors. Subcontractors are required to
meet the same state and· federal financial 'and program reporting requirements and are held
to the same reimbursable cost standards as contractors.
2.3
Best Value Selection and Negotiation. The DOC may select the response(s) which
demonstrates the best value overall, including proposed alternatives, that will achieve the
procurement goals of the DOC. The PMT and a selected Bidder, or a contractor, may
negotiate a change in any element of contract performance or cost identified in the original
RFR or the selected Bidder's or contractor's response which results in lower costs or a
more cost effective or better value than was presented in the selected Bidder's or
contractor's original response.
2.4
Bidder Communication. Bidders are prohibited from communicating directly with any
employee of Massachusetts DOC except as specified in this RFR, and no other individual
Commonwealth employee or representative is authorized to provide any information or .
respond to any question or inquiry concerning this RFR ·Bidders may contact the contact
person for this RFR in the event this RFR is incomplete or the Bidder is having trouble
obtaining any required attachments electronically through the Comm-PASS website at
www.comm-pass.com.
2.5
Comm-PASS. Due to the security sensitive nature of this procurement, this RFR
document is not being distributed electronically using the Comm-PASS system. However,
the Comm-PASS system is used for the distribution of all RFR required forms that are
.: I
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
~ It'·
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
7
July 11,
referenced in Attachment A· of this RFR document, other standard attachments, the
response to Bidder written inquiries as well as to communicate timely information
regarding this procurement including any possible changes in the procurement calendar.
Bidders are solely responsible for obtaining and completing the required forms that are
identified in this RFR and for checking Comm-PASS for any addenda or modifications
that are subsequently made to this RFR or attachments.
(
The Commonwealth and its subdivisions accept no liability and will provide no
accommodation to Bidders who fail to check Comm-PASS for RFR amendments and
other pertinent information and submit inadequate or incorrect responses.
Bidders are advised to check the "last change II field on the summary page of RFRs for
which they intend to submit a response to ensure that they have the most recent RFR files.
Bidders may not alter (manually or electronically) the RFR language or any RFR
component files. Modifications to the body of the RFR, specifications, terms and
conditions, or which change the intent of this RFR are prohibited and may disqualify a
response,
2.6
Access to Security Sensitive Information: This solicitation contains security-sensitive
information which, pursuant to MGL cA, § 7, cls. 26(n), is generally exempt from public
disclosure under the Commonwealth's public records laws and must, for public safety
purposes, be safeguarded from widespread public disclosure. This security-sensitive
information is in the form of blueprints, plans, policies, procedures, schematic drawings,
which relate to internal layout and structural elements, security measures, emergency
preparedness, threat or vulnerability assessments, and/or any other records relating to the
security or safety of persons or buildings, structures, facilities, utilities, transportation,
information technology or other infrastructure located within the Commonwealth.
Qualified prospective Bidders that are interested in aGcessing this information for the
purposes of preparing a bid response must, before being allowed to access the
information, sign a confidentiality agreement, thereby agreeing to:
1. a restriction on the use of these sensitive records for any other purpose than as
authorized and for the purpose of putting together a bid proposal; and
2. safeguard the information while it is in their possession.
2.7
Reasonable Accommodation. Bidders with disabilities or hardships that seek reasonable
accommodation, which may include the receipt of RFR information in an alternative
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
8
July 11,
format, must communicate such requests in writing to the contact person. Requests for
accommodation will be addressed on· a case-by-case basis. A Bidder requesting
accommodation must submit a written statement which describes the Bidder's disability
and the requested accommodation to the contact person for the RFR. The PMT reserves
the right to reject unreasonable requests.
2.8
Public Records: All Responses and information submitted in response to this RFR are
subject to the Massachusetts Freedom of Information Law, M.G.L., Chapter 66, Section
10, and to Chapter 4, Section 7, Subsection 26, regarding public access to such
documents. Any statements reserving any confidentiality or privacy rights in submitted
Bidder Responses or otherwise inconsistent with these. statutes shall be void and
disregarded.
2.9
Guarantee of Purchase: The Commonwealth makes no guarantee that any commodities
or services will be purchased from any Contract resulting from this RFR. Any estimates
or past procurement volumes referenced in this RFR are included only for the convenience
of Bidders, and are not to be relied upon as any indication of future purchase levels.
2.10
Costs. Costs which are not specifically identified in the Bidder's response, and accepted
by the DOC as part of a contract, will not be compensated under any contract awarded
pursuant to this RFR.
The DOC will not be responsible for any costs or expenses incurred by Bidders responding
to this RFR.
2.11
Information Technology. All IT systems and applications developed by, or for Executive
Department agencies or operating within the Massachusetts Access to Government
Network (MAGNet), must conform with the Enterprise Information Technology Policies,
Standards and Procedures promulgated by the Commonwealth's CIO. Non-conforming
IT systems cannot be deployed unless the purchasing agency and their contractor have
jointly applied for and received in writing from the Commonwealth's CIa or his designee,
notice that a specified deviation will be permitted. The Enterprise Information Technology
P:Qli~i~_~-,- __ Slfl.:!Klill:~~-ill!~J)rocedure&, with the exception of the Commonwealth's Public
Access Architecture, is available at mass.gov/itd. The Commonwealth's Public Access
Architecture is available in hard copy from the purchasing agency. Purchasing agencies
may also obtain a current copy of the Public Access Architecture, on behalf of their
contractor, by contacting the Information Technology Division (lTD) Customer
Coordination Group (CCG: 617-626-4600).
Please Note: Given the pace of information technology innovation, purchasing agencies
and their contractors are encouraged to contact the Information Technology Division
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
I
~
'.
RFR for a Secure Inmate Calling System & Related Services .
DOC File Number 1000-Phone2006
2005
9
July 11,
(lTD) Customer Coordination Group (CCG: 617-626-4600) to signal a system or
application design and development initiative. Such advance notice helps to ensure
conformance with the relevant Enterprise Technology Policies, Standards and Procedures.
Contractor delivery of IT systems and applications that fail to conform to the
Commonwealth's Enterprise Information Technology Policies, Standards and Procedures,
absent the Commonwealth CIa's grant of written permission for a deviation, shall
constitute breach of any contract entered as a result of this Request for Response and any
subsequent Request for Quotes. The Commonwealth may choose to require the
contractor, at his own cost, to re-engineer the non-conforming system for the purpose of
bringing it into compliance with Commonwealth Enterprise Information Technology
Policies, Standards and Procedures.
2~12
Pursuant to Section 11. Indemnification of the Commonwealth Terms and Conditions, the
term "other damages" shall include, but shall not be limited to, the reasonable costs the
Commonwealth incurs to repair, return, replace or seek cover (purchase of comparable
substitute commodities and services) under a contract. "Other damages" shall.not include
damages to the Commonwealth as a result of third party claims, provided,· however, that
the foregoing in no way limits the Commonwealth's right of recovery for personal injury
or property damages or patent and copyright infringement under Section 11 nor the
Commonwealth's ability to join the contractor as a third party defendant. Further, the
term "other damages" shall not include, and in no event· shall the Contractor be liable for,
damages for the Commonwealth's use of contractor provided products or services, loss of
Commonwealth records, ·or data (or. other intangible property), loss of use of equipment,
lost revenue, lost savings or lost profits of the Commonwealth. In no event shall "other
damages" exceed the greater of$100,000, or two times the value of the productor service.
(as defined in the contract scope of work) that is the subject of the claim. Section 11 sets
forth the contractor's entire liability under a contract. Nothing in this section shall limit
the Commonwealth's ability to negotiate higher limitations of liability in a particular
contract, provided that any such limitation must specifically reference Section 11 of the
Commonwealth Terms and Conditions.
2.13"
Northern Ireland Notice and Certification. All Bidders must complete the Northern
Ireland Notice and Certification form to satisfy M.G.L. c.7 section 22C, which states that
no state agency may procure commodities or services from any Bidder employing ten (10)
or more employees in an office or other facility located in Northern Ireland unless the
Bidder certifies through the notice and certification form that if it employs ten or more
employees in Northern Ireland, a) the ·,Bidder does not discriminate in employment,
compensation or the terms, conditions, and privileges of employment on account of
religious or political belief; b) the Bidder promotes religious tolerance within the
workplace and the eradication of any manifestations of religious and other illegal
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts'02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
10
July 11,
discrimination and, c) the Bidder is not engaged in the manufacture, distribution or sale of
firearms, munitions, including rubber or plastic bullets, tear gas, armored vehicles or
military aircraft for use or deployment in any activity in Northern Ireland.
2.14
Pricing: Federal Government Services Administration (GSA) or Veteran'sAdministration
Supply. The Commonwealth reserves the right to request from the successful Bidder(s)
initial pricing schedules and periodic updates available under their GSA or other federal
pricing contracts.
In the absence of proprietary information being part of such contracts, compliance for
submission of requested pricing information is expected within 30 days of any request. If
the contractor receives a GSA or Veteran's Administration Supply contract at any time
during this contract period, it must notify the Commonwealth contract manager.
2.15
Brand Name or Equal: Unless otherwise clearly stated in this RFR,. any reference to a
particular trademark, trade name, patent, design, type, specification, producer, or supplier
is not intended to restrict this RFR to any manufacturer or proprietor or to constitute an
endorsement of any good or service, and the Procurement Management Team may
consider clearly identified offers of substantially equivalent goods and services submitted
in response to such reference..
2.16
Emergency Standby Commodities and/of Services: Due to a declaration of a state of
emergency where the safety and well-being of the Commonwealth citizens are at risk, "the
Commonwealth of Massachusetts may request specific. commodities and/or services from
its Contractors. Contractors may be called upon to supply and/or deliver to the
Commonwealth on a priority basis such commodities and/or services currently under
contract.
Such accommodations may be requested from a Contractor during an actual emergency.
To acconimodate such requests, Contractors may be requested and must make every
effort to service these requests from regular sources of supply at the rates set forth in any
standard contract resulting from this RFR"·
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
2.17
11
July 11,
Subcontracting PolicieslPrime Bidder. The DOC requires a single point of contact for
any contract resulting from this RFR SUDcontractors may be used but the Prime
Contractor must accept full responsibility for any subcontractor's performance.'
The Bidder, as Prime Contractor, will serve as the single-point-of-contact for the DOC
during the course of this contract and shall be responsible for meeting all of the terms of
any contract resulting from this RFR
The Bidder must provide a list of all subcontractors, as description of each subcontractor's
responsibilities and signed letters of agreement between the Bidder, as Prime Contractor,
and its subcontractors identifYing their responsibilities and their relationship to the Prime
Contractor.
2.18
Single Procurement/Multiple Department Use of Contract: The DOC reserves the
right to include an option for other correctional departments to purchase services or
commodities under the same terms' of the contract. Should correctional departments
exercise this option, Bidders will be required to specifY their ability to extend services to
other correctional departments and the rates to be used. Other correctional departments
may execute separate contracts with awarded Bidders.
2.19
Anticipated Expenditures, Funding or Compensation: This initial contract will result
in a commission fee being paid to the Commonwealth of Massachusetts. At no time shall
this contract result in a fee being paid by the DOC, or .the Commonwealth of
Massachusetts to the awarded Bidder.! ."
No Federal Funds will be used to fund any part of this contract.
This Request for Response (RFR) is being procured in compliance with the World Trade
Organization (WTO) for procurements in which the value over the entire duration of the
procurement may exceed $477,000.
2.20 . Expected Duration of Contract
Initial Duration:
Renewal Options:
Anticipated Start Date:
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Four (4) Years
Three (3) Options up to One (1) Year Each
March 3, 2006
.:,
')-'.1'·
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
2.21
12
July 11,
Procurement Calendar
~
2~
Mon., July 11, 2005
9:30 am EDT
RFR Document Available
Mon., Aug. 8, 2005
9:30 am EDT
Bidder's Conference at DOC HQ, Milford, MA
Fri., Aug. 19, 2005
3:00 pm EDT
Deadline for Bidder Written Inquiries
Fri., Aug. 26, 2005
Answers to Written Inquiries Posted to Comm-PASS
ThuL, Sept. 14, 2005
2:00 pm EDT
Bidder Responses to RFR Due to DOC
Sept. - Oct., 2005
DOC Evaluation of Responses
October, 2005
Bidder Finalist Presentations
November, 2005
November, 2005
Contract Negotiations
December, 2005
2.22
Award Contract Pending Negotiations
Contract Signed
Bidder's Conference: A pre-response Bidder's conference will be conducted by the DOC
and the Procurement Management team (PMT). During the Bidders' conference, Bidders
may ask questions regarding any part or attachment of this RFR. Questions received will
be responded to orally to the extent possible at the conference by members of the PMT.
The PMT, however, may request that questions or inquiries be made in writing to the
PMT to ensure a proper and thorough reply.
The Bidder should be advised that oral responses provided during the Bidders' conference
are not binding on the Commonwealth or the DOC. As only written responses from the
PMT will be binding on the Commonwealth or the DOC, the PMT encourages the Bidder
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
13
July 11,
to submit written inquiries (by the required due date) in cases where a clear £llld binding
response may be required.
Bidders are responsible for any and all costs associated with attending the Bidders
Conference.
The Bidders" Conference will take place on the date and time listed in the Procurement
Calendar and on Comm-PASS at the following location:
Massachusetts Department of Correction
50 Maple Street
Milford, Massachusetts 01757
Bidders must be aware that the Mass DOC is located within the headquarters of the
Massachusetts National Guard. Bidders will be required to produce a photo identification
to National Guard personnel at the security gate of the facility prior to entering the
parking lot. Bidder personnel will also be required to surrender a photo identification to
the main desk for a visitors pass to the building. Upon leaving the building, Bidder
personnel must surrender the visitors pass and reacquire their photo identification. Failure
to comply with or any attempt to circumvent these security measures will result in nonadmittance to the National Guard property and prosecution according to all applicable
laws.
Any change to this Bidders' Conference date and/or time will be published
on the Comm-PASS system. (www_&.Qmm::pA.~~.:..~Qm)
el~ctronically
Although attendance at the Bidders' Conference is not mandatory, Bidders are strongly
encouraged to attend in order to gain a full understanding of the RFR document and the
ICS requirements of the DOC.
2.23
Written Inquiries
Bidders may submit Written Inquiries concerning any part or attachment of this RFR to
the Procurement Team Leader (PTL). Written Inquiries regarding issues outside of the
scope of this RFR will not be considered by the PMT. The deadline for.the Submission of
Written Inquiries is listed in the Procurement Calendar as well as on Comm-PASS. Any
change to this deadline will be posted on the Comm-PASS site.
"I,
••:
All inquiries must be submitted, by the required date and time, to:
Mr. Peter V. Macchi
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
14
July 11,
Director, Administration Services
peter.macchi@state.ma.us
All written inquiries must be submitted via electronic mail (e-mail) only. No other manner
of submission will be accepted. Questions must be entered in the body of the e-mail rather
than in an attachment. The subject of the e-mail should include the words "1000Phone2006 Question." The Bidder is responsible for confirming receipt of its written
inquiries with the Procurement Team Leader (PTL).
The PMT will provide written responses to all written inquiries received by the required
due date. Responses will be available via the Comm-PASS system. Responses will not
. identify the inquiry by Bidder. Only those responses to the Bidder's inquiries posted on
Comm-PASS will be binding on the DOC.
It is the responsibility of the Bidder to keep the e-mail address of its RFR contact
person/prospective contract manager current for monitoring its e-mail· inbox for
communications from the DOC PMT, including requests for clarification. The DOC PMT
and the Commonwealth assume no responsibility if a Bidder's e-mail address is not current
or if technical problems, including those with the Bidder's computer, network or internet
service provider (ISP), causes e~mail communications sent to/from the Bidder and the
DOC PMT to be lost or spammed.
2.24
Instructions For Submission of RFR Responses
Each RFR Response must be sealed, labeled, and submitted to the DOC at the following
address:
Department of Correction
50 Maple Street,. Suite 3
Milford, MA 01757
Attention: RFR # 1000-Phone2006
2.24.1 PaperSubmission: The Bidder must submit one (1) original Response to the RFR
marked "ORIGINAL" and nine (9) copies marked "COPY" on 8 W' x 11" paper.
The PMT requests that the original RFR and copies be printed double-sided.
2.24.2 Electronic Submission: The: Bidder must submit one (1) copy of the RFR
.
Response on CD ROM. The Bidder must submi{ the RFR Response in Microsoft
Word® or Adobe Acrobat (pdf) format. All copies of the electronic .submission
must be identical to information provided by the Bidder on the corresponding
paper submission. In the event of a discrepancy between the original paper
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
15
July 11,
submission copy and the electronic submission, the original paper submission will
prevail. The Bidder is requested to label the CD with the following information:
Bidder Name; RFR# 1000-Phone2006; Date
The Bidder]s response to the RFR document must not include extraneous information not
directly pertaining to the requirements outlined in the RFR. The Bidder must not simply
include various company brochures, whitepapers, customer testimonials, case studies that
are not required under the RFR specifications not having any effect on the evaluation. of
the Bidder's response by the DOC.
2.25
Deadline for Submission of Responses
Bidders must follow the requirements of Section 2.23 above in regards to submission ofa
response to· this RFR. All Responses to this RFR are due at the address listed in Section
·2.23 above no later than the date and time listed in the Procurement Calenpar and on
Comm-PASS
No responses. to this RFR will be accepted after this published due date and time .
regardless of the reason for the deliver delay.
Any changes to this due date will be published electronically on the Comm-PASS system.
(www.comm-pass.com)·
.
Bidders must be aware that the Mass DOC is located within the headquarters of the
Massachusetts National Guard. Bidders will be required to produce a photo identification
to National Guard personnel at the security gate of the facility prior to entering the
parking lot. Bidder personnel will also be required to surrender a photo identification to
the main desk for a visitors pass to the building. Upon leaving the building, Bidder
personnel must surrender the visitors pass and reacquire their photo identification. Failure
to comply with or· any attempt to circumvent these security measures will result in nonadmittance to the National Guard property and prosecution according to all applicable
laws.
Please keep these security requirements in mind when considering the "hand delivery" of
your response to DOC HQ.
2.26
Response to RFR Specifications
2.26.1
The Bidder is required to follow the same sectional format of this RFR and
provide an individual response to each RFR specification in its Response. All
Responses must be presented using the same numbering sequence and order used
:., : I
Commonwealth of Massachusetts .
50 Maple Avenue, Suite 3
\-\ I ~ I
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calliug System & Related Services
DOC File Number 1000-Phone2006
2005
16
July 11,
in this RFR document or as otherwise specified by the PMT. A response to each
specification is required regardless if the specification.is providing information
only or requiring information from the Bidder. The Bidder must not provide a
"blanket statement" stating compliance to an entire RFR section.
2.26.2
To each mandatory RFR specification, the Bidder must clearly state in the
. affirmative that the Bidder will "comply" with, "agree" to or "understand" the
RFR mandatory requirement. The Comrrionwealth has defined a response of
"comply" ·or "agrees" or "understands" as one in which the Bidder accepts the
terms and conditions of the mandatory RFR specification.
2.26.3
To each desirable (optional) specification, the Bidder must clearly state in the
affirmative that the Bidder will "comply" with, "agree" to or "understand" the
RFR desirable requirement. The Commonwealth has defined a response of
"comply" or "agrees" or "understands" as one in which the Bidder accepts the
terms and conditions of the desirable RFR specification. The Bidder·is also
required to provide all necessary information requested in the particular desirable
specification demonstrating how it will meet this optional specification. Failure
to provide this necessary information may result in the award of no evaluation
points or a lesser amount of evaluation points to the Bidder's response.
2.26.4
To each mandatory or desirable RFR specification that requires that. the Bidder
"list", "describe", "state". "provide" a subject matter, the Bidder must provide
the list, description, statement, etc. clearly in that section of its RFR response.
The Bidder must not simply reply with "Comply" or other similar response.
References, by the Bidder, to review attachments containing brochures; white
papers or other standard "boilerplate" material as a response to a particularRFR
specification will not be accepted. The Bidder is, however, allowed to provide
such attachments in support of its response to the particular specification.
2.26.5
If a Bidder is unable to meet any of the specifications required in this RFR, the
Bidder's Response must. include an alternative method for meeting such
specification by. identifYing the specification, the proposed alternative, and
thoroughly describing how the alternative achieves substantially equivalent or
better performance than the performance required in the RFR specification.
'f.
The PMT· will determine if a proposed alternative method of performance
achieves substantially equivalent or better performance. The deterinination of
the PMT on the Bidder's proposed alternative method will be final.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
2.26.6
2.27
17
July 11,
The goal of this RFR is to provide the best value of commodities and services for
the Commonwealth. Bidder's proposing alternatives which provide substantially
better or more cost effective performance than achievable under a stated RFR
specification or Bidders that propose discounts, uncharged commodities and
services or other benefits in addition to the RFR specifications may receive a
preference under this RFR as specified.
Required Forms
Bidders must complete, execute and return the following forms, which are found under the
"Forms & Terms" tab of this solicitation on the Comm-PASS system:
2.27.1
Standard Contract Form
Failure to return a completed and executed Standard Contract Form may
disqualify the Bidder's Response. The appropriate version of this form is found
under the "Forms & Terms" tab of this solicitation.
By executing this document, the Bidder certifies, under the pains and penalties of
perjury, that it has submitted a Response to this RFR that is the Bidder's,Offer as
evidenced by the execution of its authorized signatory, and that the Bidder's
Response may be subject to negotiation by the DOC. Also, the terms of the
RFR, the Bidder's'Response and any negotiated terms shall be deemed accepted
by the DOC and included as part of the Contract upon execution of this
document by the DOC Purchasing Agent or his designee.
Signature and date MUST be handwritten in blue ink, and the signature must be
that of one of the people authorized to execute contracts on behalf of the
Contractor on the Contractor Authorized Signatory Listing.
2.27.2
Commonwealth Terms and Conditions
Bidders must complete, execute and return a GOpy of the Commonwealth Terms
and Conditions form. If the Bidder has already executed and filed the
Commonwealth Terms and Conditions form pursuant to another RFR or
Contract, please include a copy of the completed Commonwealth Terms and
Conditions Form in the Response. If the Bidder's name, address or Tax ill
Number have changed since the Commonwealth Terms and Conditions form was
executed, a new Commonwealth Terms and Conditions form is required. The
Commonwealth Terms and ,Conditions are hereby incorporated into any Contract
executed pursuant to this RFR.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
l':
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
18
July 11,
This form must be unconditionally signed by one of the authorized signatories
,(see Contractor Authorized Signatory Listing, below), and submitted without
alteration. If the provisions in this document are not accepted in their entirety
without modification, the entire Proposal offered in response to this solicitation
may be deemed non-'responsive.
The company's correct legal name and legal address must appear on this form,
and must be identical to the legal name and legal address on the Verification of
Taxation Reporting Information (W9).
Note that the Commonwealth Terms and Conditions have been "clarified'"
relative to liability; clarification language is included within this RFR, see
"Required Specifications for Statewide Information Technology Contracts,"
under the "Forms & Terms" tab of this solicitation.
2.27.3 . Request for Taxpayer Identification and Verification (Mass. Substitute W9
Form)
If a Bidder has already submitted a Request for Taxpayer Identification and
Verification (Mass. Substitute W9 Form) and has received a valid Massachusetts
Bidder Code, an original W,.9 form is not required. A copy of the form as filed
may be included in place of an original. The information on this form will be
used to record the Bidder's .legal address and where payments under a State
contract will be sent.
The company's correct legal name and legal address must appear on this form,
and must be identical to the legal name and legal address on the Commonwealth
Terms and Conditions.
Do not use the U.S Treasury's version of the W9 Form. Use the W9 form found
under the "Forms & Terms" tab ofthis RFR.
2.27.4
Contractor Authorized Signatory Listing
Bidders are advised to pay particular attention to the instructions below.
on this form could result in significant delays in proposal review.
Errors
Download the form and in the table entitled "Authorized Signatory Name" and
"Title," type the names and titles of those individuals authorized to execute
contracts and other legally binding documents on behalf of the Bidder. Bidders
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
",1
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
19
July 11,
are advised to keep this list as small as possible, as Contractors will be required
to notify the DOC of any changes. If the person signing in the signature block
below will also serve as an "Authorized Signatory," that person's name should
be included in the typed table.
With regard to the next paragraph, which begins «I certify that I am the
President, Chief Executive Officer, Chief Fiscal Officer, Corporate Clerk or
Legal Counsel for the Contractor. .. ," if your organization does not have these
titles, cross them out and handwrite the appropriate title above the paragraph.
The signature and date should be handwritten in blue ink. Title, telephone, fax
and eMail should be typed or handwritten legibly.
The second page of the form states that the page is optional. However, for the
purpose of this procurement this page is REQUIRED, not optional. The person
signing this page must be the same person signing the Standard Contract Form,
the Commonwealth Terms and Conditions, and the RFR Checklist.
Please note that intwo places where the form says "in the presence of a notary,"
this should be interpreted to mean "in the presence of a notary or corporate
clerk/secretary." Either a notary or corporate clerk/secretary can authenticate
the form; only one is required.
Organizations whose corporate clerks/secretaries authenticate this form are not
required to obtain a Corporate Seal to complete this document.
2.27.5
Affirmative Action Plan
The Commonwealth requires that Bidders responding to this RFR include
EITHER an Affirmative Action Plan for non-discrimination in hiring and
employment with their Response'OR a completed Affirmative Action Plan Form.
In completing this form, note that the "Bidder" is the name of the company
submitting a Response to this RFR, the "RFR Name/Title" is "Secure Inmate
Calling System RFR" and the"RFR Number" is lOOO-Phone2006
2.27.6
Affirmative Market Program Plan
This is NOT the same as the Affirmative Action Plan Form, or SOMBWA
certification of the Bidder's company. Please see the RFR Required
Specifications for a description of the Affirmative Market Program. Bidders do
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
.Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000~Phone2006
2005
20
July 11,
not need to be SOMBWA-certified to partIcIpate. Note that copies of the
SOMBWA certifications for any company listed on· the Affirmative Market
Program Plan must be included with your Proposal.
It is higWy desirable that Bidders commit to subcontracting a specific dollar
amount, or a minimum percentage of dollars earned through 1000-Phone2006,
with a SOMBWA-certified company or company that has applied for SOMBWA
certification. Although this is only one of several options to meet the
requirements for participation in the Affirmative Market Program, it is the option
which is weighted most heavily in the evaluation criteria. Affirmative Market
Program participation accounts for 10% of the total points in the evaluation.
Please note that SOMBWA-certified Bidders will be evaluated on their
Affirmative Market Programs just as non-SOMBWA-certified Bidders are
evaluated. A SOMBWA-certified Bidder may not list itself as being an
Affirmative Market Program Partner to its own company.
2.27.7
Northern Ireland Notice and Certification
All Bidders must complete the Northern Ireland Notice And Certification Form
to satisfy M. G.L. c. 7 section 22C, which states that no State agency may
procure commodities or services' from any Bidder employing ten (10) or more
employees in an office or other facility located in Northern Ireland unless the
Bidder certifies through the notice and certification form that if it employs ten or
more employees in Northern Ireland, a) the Bidder does not discriminate in
employment, compensation or the terms, conditions and privileges of
employment on account of religious or political belief, b) the Bidder promotes
religious tolerance within the workplace and the eradication of any
manifestations of religious and other illegal discrimination and, c) the Bidder is
not engaged iIi the manufacture, distribution or sale of fireatms,munitions,
including rubber or plastic bullets, tear gas, armored vehicles or military aircraft
.
for use or deployment in any activity in Northern Ireland.
Note that Bidders must check one of the two spaces at the beginning ofthe form
to indicate whether they do, or do not, employ ten or more employees in
Northern Ireland.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
21
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
2.27.8
July 11,
Certification of Tax Compliance
All Bidders must certify compliance with all Federal and Commonwealth tax
laws, including M.G.L. Chapter 62C Paragraphs 49A. A Bidder may "self
certifY" on the appropriate Response Form. Bidders based in Massachusetts or
deriving an income in Massachusetts are encouraged to apply for a Certificate of
Good Standing from the Massachusetts Department of Revenue.
DOR's Certificate Unit of the Taxpayer Service Division, which issues these
certificates, is located at:
Massachusetts Department of Revenue, Certificate Unit
P.O. Box 7066, Boston, MA 02204
Bidders can apply for a Certificate of Good Standing from DOR in one of 2
ways: 1) apply online - visit DOR's "Certificate of Good Standing Website" or
see www.mass.gov/dor for instructions if the previous link is no longer valid 2)
complete a paper application (fax to DOR at 617- 887-6262). DOR will notifY
the requestor if there are any remaining liabilities or tax requirements.
Certificates will be issued only· if the organization is in full compliance. Since all
applic8;tions require extensive research, the Bidder should allow sufficient time to
process. For more information on the certificate contact the Certificate Unit at
(617) 887-6550.
2.28
Cooperation in Litigation: The Commonwealth, including the DOC or any other
division, agency or office, shall not be responsible for representing or defending, or for any
costs incurred by the Contractor or Contractor's personne~ agents or subcontractors, in
connection with any lawsuit or claim, including, but not limited to any claim brought
pursuant to the Massachusetts Tort Claims Act, G.L. c. 258.
The Contractor agrees to make all reasonable efforts to cooperate with the DOC in the
defense of any litigation brought by any person not party to this Agreement; including
suits that concern Services, the Program or this Contract.
2.29
Penalty Waivers: Upon timely written request by the Contractor, and upon good cause
shown by supporting documentation, the DOC, in its discretion, may waive the imposition
of a penalty outlined in this RFR document for substandard or non"'performance. The
determination of the DOC with respect to any waiver request shall be final and not subject
to appeal.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
. RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
2.30
22
July 11,
Performance Bond Requirement: Simultaneously with the execution of the contract, the
Contractor shall provide to the DOC a performance bond with a surety company qualified
to do business in Massachusetts and in a form satisfactory to the DOC to guarantee the
faithful performance of the contract. The penal sum of such bond shall be in the amount of
$500,000.00. The bond shall remain in effect for the duration of this contract plus two
years from the date of contract completion.
.
2.31
Victim Information and Notification Everyday (VINE): The Contractor must pay the
annual cost (approximately $50,000) each year of the contract resulting from this
procurement. The first payment must be made in March, 2006. Actual payment terms will
be negotiated with the awarded Contractor at the time of contract negotiations.
. Information with regard to VINE may be found at www.appriss.com/vine.html.
2.32
Response Preparation Cost: Neither the Commonwealth nor the DOC will be
responsible for any costs or expenses incurred by Bidders responding to this RFR
2.33
Cancellation of this Procurement: The DOC may cancel this RFR procurement project
at any time.
2.34
Oral Presentation/Demonstrations: Ifrequested, Bidders will be required to provide the
DOC with a functional demonstration of the proposed ICS exhibiting the required and
desired features. Such requests. will be made prior to the award of the contract. All
expenses related to this demonstration including any required travel expenses for the DOC
PMT members will be borne by the Bidder according to Commonwealth policies and
regulations.
"
2.35
Evaluation of Responses: Bidders must submit responses that meet all the.submission
requirements of the RFR as defined in the section herein. Only responsive proposals that
meet the submission requirements will be evaluated, scored and ranked by the PMT
a<;:cording to the evaluation criteria. Additional information may be requested from the
Bidder by the PMT for evaluation purposes.
Any subinission which fails to meet the submission requirements of the RFR will be found
non-responsive without further evaluation unless the DOC PMT, at its discretion,
determines that the non-compliance is insubstantial and can be corrected. In these cases,
the evaluation team may allow the Bidder to make minor corrections to the submiSSIon.
Below are the criteria and maximum points available:
1. Mandatory Requirements Met .
2. All Required Forms Provided
No Points Awarded
No Points Awarded
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
j,,--
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
3.
4.
5.
6.
7.
Desirable Requirements Met
Bidders' References Satisfactory
Bidders' DeinonstrationlPresentation
Bidders' Proposed Commission Schedule
Affirmative Market Program (AMP)
23
July 11,
Up to
Up to
Up to
Up to
Up to
300 Points Awarded
100 Points Awarded
350 Points Awarded
150 Points Awarded
100 Points Awarded
2.36 Best and Final Offer: After the deadline for response submission, the DOC reserves the
right to extend a Best and Final Offer opportunity to all or a select number of Bidders. Bidders
may be asked to submit additional information specific to program specifications and cost.
2.37 Best Value Selection and Negotiation: The PMT may select the Response which
demonstrates the "Best Value" overall, including proposed alternatives, that will achieve the
procurement goals of the DOC. The PMT and a Selected Bidder, or a Contractor, may negotiate
a change in any element of Contract performance or cost identified in the original RFR or the
Selected Bidder's or Contractor's response which results in lower costs or in a more cost
effective or better value than was 'presented iri'"the Selected Bidder's or Contractor's original
response.
2.38
Definitions: For the purposes of this RFR, the following definitions shall be used. These
definitions are based on industry standard terminology as well as internal DOC terms.
These definitions are not meant to indicate a preference to any manufacturer or provider
but to provide clarification and continuity with regard to terms used in this RFR.
Bidder: An individual, corporation or other entity engaged in the business of
supplying Secure Inmate Calling Systems and Related Services who is submitting a
Response to this RFR solicitation.
Contractor: An individual, corporation or other entity that is awarded a contract as a
result of this procurement.
Contract: The word "contract" refers to any contract resulting from this RFR.
CMR: Code ofMassachusetts Regulations
Department: The Massachusetts Department of Correction.
,DOC: The Massachusetts Department of Correction
DOC Facility/Facilities: The institutions of the Department of Correction including
all prisons, correctional centers, pre-release centers, the Bridgewater State Hospital,
MASAC and the Treatment Center for Sexually Dangerous Persons.
.
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
24
July 11,
DOC Personnel/Staff: Employees of the Massachusetts Department of Correction.
Fiscal Year: The year beginning with July 1st and ending with the following June 30th
as defined in M.G.L. Chapter 4, Section 7. This may also be referred to as the "State
Fiscal Year. II
Inmates: All persons, male and female, adult and minor, residing in facilities or
admitted or committed to the care and custody of the Massachusetts Department of
Correction.
M.G.L.: Massachusetts General Laws
MMARS: .The Massachusetts Management Accounting and Reporting System
established by the Office of the Comptroller pursuant to M.G.L. Chapter 7A, Section
7. All payments to Contractors are processed and recorded in MMARS. Contractors
are listed in a Bidder file in MMARS by their tax identification number.
PMT: Procurement Management Team. Personnel assigned to this specific
procurement including development of the RFR document and evaluation of Bidder
responses to the RFR.
Program: The goods and services proVided by the Contractor under this contract.
~
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
..
"
~
,
,,
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure lnmate Calling System & Related Services
DOC File Number lOOO-Phone2006
2005
25
July 11,
Section 3
Background and DOC Information
The Massachusetts Department of Correction (DOC) is responsible for managing the operation of
18 correctional institutions located within the Commonwealth of Massachusetts. These
institutions vary in level of security and house approximately 10,500 inmates.
Inmates are defined as all persons, male and female, adult and minor, residing in Facilities or
admitted or committed to the care and custody of the Department of Correction. This term
encompasses all sentenced prisoners including, but not limited to, civil commitments, federal
detainees and any other individual under the jurisdiction of the Massachusetts DOC.
3.1
MAss DOC BACKGROUND INFORMATION
Current Secure Inmate Calling System
Currently the DOC is under contract with Verizon for its Secure Inmate Calling System.
Verizon, serving as the Prime Contractor, provides all local exchange service, intra and
inter-LATA collect call services, all inmate telephone hardware, site/location processors, a
centralized database of all locations, as well as all call recording devices.
•• '.
~ ~
.C
•
All inmate calls are currently placed as collect call only (with the exception ofinternational
calls) and identified to the recipient as a call from an .inmate at a Massachusetts
Correctional Institute (MCI). Inmates are presently required to use PINs to place these
collect calls.
All calls are recorded by the DOC with the exception of telephone calls to attorneys,
designated and pre-approved ordained, clergyman, and pre-approved and licensed
psychotherapists, physicians, social workers and/or mental health and human service
professionals.
It is the DOCs intention via this RFR, to have a Bidder also provide coin-operated, public
telephones in DOC institutions, as required. These telephones will be located in areas such
as public lobbies, visiting areas and pre-release facilities.
List of Current Institutions
The following is a listing of all DOC Massachusetts Correction Institutions (MCI)
including current inmate population (as of June 14, 2005). Please refer to Attachment B
for a breakdown of collect and coin-operated telephones. Presently, the DOC has 18
Commonwealth of Massachusetts
50.Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
26
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Secure Inmate Calling SystemS in operation.
Location
Facility
Bay State Correctional Center
Boston Pre-Release Center
Bridgewater State Hospital
Lemuel Shattuck Hospital Correctional Center I
Mass Alcohol & Substance Abuse Center (MASAC)
Massachusetts Treatment Center
MCI - Cedar Junction
MCI - Concord
MCI - Framingham
MCI - Norfolk
MCI - Plymouth
MCI - Shirley
NorthCentral Correctional Institution at Gardner
Northeastern Correctional Center
Old Colony Correctional Center
Pondville Correctional Center
South Middlesex Correctional Center
Souza Baronowski Correctional Center ( Shirley)
TOTAL
Norfolk
Roslindale
Bridgewater
Jamaica Plain
Bridgewater
Bridgewater
Walpole
Concord
Framingham
Norfolk
Plymouth
Shirley
Gardner
Concord
Bridgewater
Norfolk
Framingham
Shirley
Population
294
97
335
23
201
635
632
1,166
686
1,420
150
1,133
988
265
707
189
130
990
10,041
"
,
_'!.,
if,..
\,~
I'Presently not on Secure Inmate Calling System
Further information regarding the Massachusetts Department of Correction can be found on the
Department's website at www.mass.gov/doc.
Description of the DOC Inmate Management System
The Department's current lillnate Ma.i1agement System is used to track various types of
inmate data.
.. '
.
The system is used to track all inmate movement during their incarceration within the state
system. In instances where a state inmate is transferred to a non-Massachusetts' state
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
27
July 11,
facility (county, federal, out of state) that inmate's movement is tracked based on
institutional movement (one facility to another). The computer system keeps a history of
an inmate's housing assignments within each institution
III!!III.
j
T ;;
J
•
J
Facilities are only permitted to move inmates in their custody. Mel Cedar Junction
cannot transfer a MCI Concord inmate to court.
The Contractor.is required to meet with the DOC to establish an interface/mechanism
between the DOC IMS and the proposed ICS for daily inmate admissiqns, inmate
transfers, inmate releases for PIN administration.
" l ...... .
:
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
28
July 11,
Section 4
General Bidder Requirements
This Section lists all mandatory· and desirable specifications of this solicitation for a Secure Inmate
Calling System & Related· Services. Please refer to Section 2 for instructions and definitions of
mandatory and desirable specifications.
4.1
REQUIRED ACCOUNT TEAM
The Bidder must establish an internal "Account Team" to interface with the DOC for the
Secure Inmate Calling System (ICS) and Related Services. This Account Team will serve
as the single-point'-of-contact (SPOC) for the DOC and must provide system and network
design services, system programming services, system transition and implementation
services, post installation programming, updates and maintenance services and commission
and rate schedule services.
The Bidder must list, in its response, the names of the Account Team members, their titles
and their role/function during this contract.
4.2
DOC ACCESS To ACCOUNT TEAM
4.2.1
The Bidder must provide access to the Account Team in the following manners:
•
•
•
4.2.2
4.3
Voice Telephone (Toll Free Number)
Facsimile (Toll Free Number)
Electronic Mail (E-Mail)
To ensure access to key Bidder personnel during emergency situations, the Bidder
must provide access to the Account Team or specific members of the Account
Team 24-hours-a-day, 7-days-a-week by providing home, cellular and other
appropriate contact numbers for the specific Account Team members.
ACCOUNT TEAM SECURITY REQUIREMENTS
4.3.1
The DOC reserves the right of rejection for personnel assigned to the Account
Team including personnel from the Prime Bidder and personnel from any
subcontractors utilized by the Prime Bidder during the life of the contract.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
29
July 11,
4.3.2
The DOC reserves the right to request the re-assignment of any Bidder personnel
they believe are not performing in a proper or professional manner within the
DOC's facilities causing disruption, security issues or embarrassment to DOC
personnel or visitors.. Should such reassignment of personnel be requested by the
DOC, the Bidder must provide replacement personnel immediately in order to
meet assigned installation dates or facilitate necessary repairs or service.
4.3.3
Upon contract award, the Contractor shall furnish a list of all installation and
service employees who will have access to the secure areas of the DOC institution
to the DOC. Such list shall include:
a)
b)
c)
d)
e)
firstname, middle initial, and last name;
date and place of birth;
current residential address;
driver's license state and number; and,
social security number.
All Contractor personnel must receive security and background clearance by the
DOC prior to provision of services. This includes a probation check and FBI
background check. The DOC will not unreasonably withhold or delay such
;.
clearance.
4.3.4
Security clearance by the DOC will be mandatory before any employee of the
Bidder will be allowed to enter the DOC institution. Admittance to the DOC
institution will be denied to any Bidder employee who, in the opinion of the DOC
Official, compromises the security of the DOC institution.
4.3.5
A current list of the Bidder's employees with security clearance will be maintained
at the DOC Institution. The Bidder shallnotify the DOC whenever an employee on
this list is no longer employed by the Bidder, and the employee's name shall be
removed from this list.
4.3.6 All decisions of the DOC relating to a security consideration of any kind are final
and are not subject to arbitration.
4.3.7
Should any employee of the Bidder be terminated from his/her position for any
reason which may affect the security of the DOC institution (i.e. stealing drugs,
improperly distributing drugs to inmates or staff, improper fraterni?ation with
inmates, etc.) the DOC must be notified in writing immediately. If necessary, the
Bidder must cooperate with the DOC in investigating the potential effect on DOC
security.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related ServiCes
DOC File Number 1000-Phone2006
2005
30
July 11,
4.3.8
The actual security of supplies, tools, systems and equipment in the DOC's
designated telecommunications areas are the responsibility of the Bidder, and the
Bidder shall adhere to all DOC appropriate written tool security policies and
procedures.
4.3.9
The Bidder must ensure that all installation personnel assigned to the ICS installed
at the DOC appear at the DOC site fully equipped to perform the installation
duties required. "Fully Equipped" is described as possessing all tools, cable,
connectors, ladders, test equipment, termination equipment, etc. needed to
complete the required installation or repair without requiring the DOC· to supply
such items.
4.3.10 The Bidder must ensure that all installation and repair personnel assigned to the
ICS at the DOC appear at the DOC site dressed in a professional manner and
possessing some type of company photo identification.
4.3.11 The Bidder must agree, in its response, that it's personnel will comply with the
DOC policy that no jeans of any. color may be worn by an personnel within a
DOC facility.
4.3.12 All Bidder personnel must comply with all security requirements of the DOC
facility (including any necessary background checks, tool inventory, etc.) at which
they are performing system installation or repair services under this contract.
4.3.13 All DOC facilities are considered "tobacco. free". The Bidder must agree to inform
its installation and repair personnel· of such non-tobacco regulations and enforce
such at the DOC's premises.
4.4
QUALIFIED PER,SONNEL & CERTIFICATION REQUIREMENT
4.4.1
The Bidder must bean authorized distributor of the ICS proposed for the DOC.
The Bidder must be certified to provide installation and maintenance services on all
aspects of the ICS including hardware and software.
The Bidder must provide confirmation of this manufacturer authorization by
providing, as an attachment to its response, a letter from
system's
manufacturer stating such.
the
4.4.2
The Bidder must agree to provide only personnel that have been trained by the
manufacturer on the installation and use of the .Secure Inmate Calling System
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
31
July 11,
proposed for the DOC. The Bidder shall provide to the DOC upon request written
verification from the manufacturer of such training completed by the Bidder's
personnel.
4.4.3
4.5
The Bidder must provide, in its proposal, qualifications statements for all personnel
assigned to service the rcs proposed for the DQC. These qualifications statements
may include descriptions of formal technical training, certificates received, formal
education or degrees consistent with the inmate calling system or engineering field,
membership in technical associations, field experience, etc.
REGULATORY COMPLIANCE
4.5.1
The Bidder must agree to adhere to any current municipal, state or federal
requirements for installation and operation of the Secure Inmate Calling System.
Failure to comply with present municipal, state or federal requirements will result
in termination of any contract with the Bidder and the Bidder rendering payment of
any applicable fines, etc. incurred by the DOC for violation of such requirements.
4.5.2
The Bidder shall be responsible for compliance with all regulatory requirements
imposed by local, state and federal regulatory agencies for all systems and services
provided throughout the duration of this contract.
4.5.3
The Bidder shall be responsible. for complying with and updating the Secure
Inmate Calling System for any regulatory changes and requirements during the life
of the contract. These regulatory "changes include federal, state or local municipal
modifications.· These changes must be made in a timely manner and at no cost to
the DOC. The Bidder is responsible for paying all applicable fines levied should
compliance with future regulatory requirements not be performed by required
deadlines.
4.5.4
The Bidder must ensure that all· of its installation work and materials comply with
all local, state and federal laws, ordinances and regulations as well as the direction
of any inspectors appointed by proper authorities having jurisdiction over this type
of network and equipment installation.
The Bidder is responsible for obtaining all necessary permits. Should violation of
codes occur relating to this ICS installation project because necessary permits
were not identified and obtained by the Bidder, the Bidder will cease all work at
that specific location and correct the situation, immediately, at no cost to the DOC
prior to continuationof system installation.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
4.6
32
July 11,
INDUSTRY DIALING PLAN CHANGES
The Bidder shall be responsible for making all system modifications, at no cost to .the
DOC, necessary to allow inmates to place calls as industry dialing requirements change
(e.g., new area code implementation, newNNXs, etc.) Such modifications must be made
in a timely manner to ensure proper use of the system by inmates and DOC personnel.
4.7
DOC AUTHORIZED PERSONNEL
The Bidder's Account Team must accept system programming and maintenance orders
from authorized personnel within the DOC only. The Account Team must determine
authorized personnel during the initial contracting process and provide "Authorization
Forms" for DOC personnel signatures. The Bidder will be responsible for all charges
.associated with "unauthorized" service repairs, additions,or changes performed by the
Bidder.
4.8
PREVAILING WAGE COMPLIANCE
The Bidder is required to adhere to all prevailing wage rate specifications and schedules as
determined by the Commissioner of the Commonwealth·of Massachusetts Department of
Labor and Workforce Development, Division of Occupational Safety and the United
States Department of Labor when required.
;;
.Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
33
July 11,
Section 5
General System Requirements
The Secure Inmate Calling System and Related Services proposed for the DOC must meet or
exceed the technical requirements outlined in this Section of the RFR document. The Secure
Inmate Calling System (ICS) proposed to meet these technical requirements must be provided for
all DOC facilities at no cost to the DOC including system installation, training, operation and
maintenance of the system and its components.
The Bidder is responsible for replacement of the Secure Inmate Calling System in its entirety or its
individual components regardless of cause including, but not limited to, normal wear/use, inmate
abuse, natural disaster, or inmate unrest. This system or component replacement will be
performed at no cost to the DOC and will occur immediately upon notification to the Bidder of
the system problem by the DOC facility.
5.1
The Secure Inmate Calling System (ICS) proposed for -the DOC must include the
following components:
5.1.1
An on-site ICS located at each facility (See Section 3.1) of the DOC. Each
system must contain one (1) PC and laser printer (22 ppm minimum);
5.1.2
5.1.3
-.-
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
.. ,-
.~,-~.
-Department of Correction
Milford, Massachusetts 02202
34
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
5.1.4
5.1.5 A Centralized System Database located outside of the DOC facilities and
maintained by the Bidder. The Bidder must state, in its response, the physical
location (City/State) where the centralized system database is location.
The proposed ICS must allow for all DOC locations to be networked together thus
allowing the sharing of inmate information, inmate PINs and call records between
.system. This network between DOC locations must allow for remote access of the ICS
at one DOC facility by an authorized user at another DOC facility.
The proposed ICS must allow for administrator password levels that restrict DOC
personnel to the JCS within th~ir particular DOC facility as well as allow certain DOC
personnel to access multiple' §ystems, ifrequired.
5.1.2
The Bidder must propose one type of Se~ure Inmate Calling System for all DOC
.locations. All system hardware, software, software level and support systems must be
the same in each DOC facility.
5.1.3
The ICS at each DOC facility must provide for all telecommunications capabilities for
inmate services as well as administrative capabilities for DOC personnel.
5.1.4
The Bidder must provide a Centralized System Database that is located at a Bidder
provided site and provide full database redundancy for the ICS at each DOC facility.
5.1.5
The Bidder must propose an ICS at no cost to the DOC and include:
•
•
•
•
•
full design, programming and installation;
programming of all inmate PINs and call lists;
post installation maintenance;
all network services (local, IntraLATA, InterLATA);
all network services for administration of the ICS.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
35
RFR for a Secure Inmate Calling System & Related Senices
DOC File Number 1000-Phone2006
2005
July 11,
5.1.6
The Bidder must propose an res for the DOC that has. the capability of processing
inmate calls in a pre-paid debit mode; collect call mode or a combination of the two
depending on the DOC facility and unique needs of the DOC.
5.1.7
The Bidder must propose an IeS that allows for all inmate telephones to be in use
simultaneously. The Bidder must describe, in its response, how this will be accomplished with the proposed Ies.
5.1.8
The Bidder must propose an IeS that can be shut down quickly and selectively. The
DOC must be able to shutdown the system globally and restrict all PIN access within an
entire facility and/or within a particular housing unit.
5.1.9
The Bidder must propose an Ies solution that allows-the DOC to completely restrict
inmate access to outside network services/facilities should the Ies control unit of the
IeS fail for any purpose. The Bidder must describe, in its response, how this restriction
is accomplished with the proposed Ies (e.g., toggle "kill" switches, etc.).
5.1.10
The proposed IeS must be restricted to outgoing calls only. The system must not
process incoming calls at any time. The Bidder must agree, in its response, that no
.
inmate telephone s~all be capable ofreceiving an incoming call.
5.1.11
The Bidder must agree, in its response/that it will keep all call processing and call rating
information current. This information includes, but· is not limited to, local exchanges,
area codes, country codes, vertical & horizontal coordinates and any other information
necessary to accurately process and rate calls. The Bidder must provide the DOC with
any and all rate information for all calls upon request by the DOC· at any time during the
term of this contract.
5.1.12
The IeS must block all calls made to any of the following services whether the system is
.used in direct dial, debit-based or collect call mode. The Bidder shall be responsible for
ensuring that the system is programmed for such blocking.
•
•
•
•
•
5.1.13
900,972,976, 550, telephone numbers incurring excess charges;
long distance carrier access codes (e.g., 101-XXXX);
local toll free numbers (e.g., 950-XXXX);
directory assistance numbers (e.g., 411, 555-1212, etc.);
toll free numbers (e.g., 800,888,~77, 866, 855, etc.)
The proposed Ies must not provide a second dial tone to an inmate telephone without
the inmate hanging up the telephone receiver after the first call is completed and the PIN
re-entered to place the second call.
Commonwealth of Massachusetts
50 Maple Avenue,Suite 3
Department of Correction
Milford, Massachllsetts 02202
RFR for a Secure Inmate Calling System & Related Senices
DOC File Number 1000-Phone2006
2005
36
July 11,
5.1.14
The proposed ICS must allow for a maximum "ring time" prior to disconnecting the
inmate call. This "ring time" parameter must be programmable by the DOC but must be
consistent among DOC facilities.
5.1.15
The proposed ICS must provide notificationto an inmate of the call status (e,g., ringing,
busy, etc.). This notification may either beinthe form of ringing, busy tones, SIT tones,
or appropriate recorded messages. This requirement must· be implemented for both
direct dial (debit} or collect call mode of operation.
5.1.16
The proposed ICS shall not allow the inmate to speak to the called party until the call
has been positively accepted. This requirement must be implemented for both direct dial
(debit) or collect call mode of operation.
5.1.17
The proposed ICS must not allow the inmate to hear the called party prior to the actual
positive acceptance (via touch tone entry} of the call.
5.1.18
The proposed ICS must allow for the DOC to program times when the system will be
available or unavailable to inmate calling,
5.1.19
The proposed ICS must allow DOC personnel to temporarily restrict or disconnect
service to an individual inmate telephone or station.
5.1.20
As one of the major problems associated with inmate c
Conference Calling is a constant issue. with the DOC.
T e proposed ICS must provide
echnology that deters an inmate's attempt to initiate a 3-Way or ConferenceCall with a
Third Party and provide t1;J.e ability to ilIl)Ileqiately terminate the call. The Bidder must
describe, in its response, how this technology'operates with regard to the proposed ICS
and the options available to the DOC.
5.1.21
It is a desirable that the ro osed ICS rovide a function that
Conference Calling
Bidder
must explain, in its respons~, how this will be accomplished with the proposed ICS.
5.1.22
As one of the major problems associated with inmate calling, the use of call forwarding
at the destination telephone number is a constant issue with the DOC, The proposed IeS
must provide technology that deters the use of call forwarding by the party being called
by the inmate and provide the ability to immediately terminate the call. The Bidder must
describe, in its response, how this technology operates with regard to the proposed res
and the options available to the DOC.
.-
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction.
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.1.23
37
July 11,
It is a desirable that the proposed ICS provide a function that prevents call forwarding
The Bidder must explain, in its
response, how this will be accomplished with the proposed ICS.
5.1.24
5.1.25
in its response, how the proposed ICS operates when the
inmate call
. This description must include how collect calls are
how billing of~ssed and how the
DOC is notified when an.-inmate call is placed~
5.1.26
The proposed ICS must have the ability to allow for a called party to activate a code
(via the touch tone pad of their telephone) that automatically notifies the DOC that the
number should be deleted from the calling inmate's "Authorized Telephone Number
List".
5.1.:p
Each call placed (direct dialed or collect) through the ICS must be electronically
identified by the system as being a call originating from a DOC facility in 100% of the
cases with or without the accompanying inmate PIN.
5.1.28
If a call is not accepted by the called party, or if no one answers the call, the ICS must
inform the inmate of the situation rather than simply disconnecting the call.
5.l.29
The ICS must have the .capability to accept the called party's response via DTMF
(Touch Tone Pad) input from the telephone. Calls shall not be billed until positive
acceptance by the called party is indicated by the input of a specific Touch Tone digit.
5.1.30
The ICS must have the capability of"passive acceptance" for rotary telephone users and
particular called numbers such as
'automate attendant at an attorney's office, etc.
Passive acceptance is defined as the system interpreting the non entry of digits after the
playing of the initial collect call message twice as acceptance of the call by the called
party.
5.1.31
The ICS, whether in pre-paid debit or collect call mode, shall be capable of announcing
to the called party the name of the calling inmate. Bidders must provide a mechanism to
record an inmate's name a single time to be used each time this announcement is
required. The activation or deactivation of this feature must be controlled by institution
by the DOC.
an
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
38
July 11,
5.1.32
The ICS shall be capable of announcing to the called party how to accept calls.
5.1.33
The proposed ICS must be capable of announcing to the called party the collect call
rate, prior to acceptance, when a collect call is placed. The Bidder must describe how
this is accomplished by the called party.
5.1.34
The system must provide a manner for all calls (debit based or collect) to be "branded"
with the standard DOC message as well as the statement that "All Calls are Recorded".
5.1.35
The Bidder must propose and impl~ment an ICS that provides telephone reception
quality meeting all industry standards for service quality as defined by Massachusetts
Department of Telecommunications & Energy and by the Federal Communications
Commission (FCC). The Bidder must accept the DOC's decision regarding such
determination:
5.1.36
The Bidder must provide and install adequate surge protection for the proposed ICS and
its components. The use of traditional "power strips" for surge protection is not
acceptable for this requirement.
5.1.37
The Bidder must provide and install adequate lightning protection equipment on all
network services supplied for the proposed ICS.
5.1.38 . The Bidder must provide a sufficient number of uninterruptible power supply (UPS)
systems that also have surge protection at each DOC facility capable of supporting all
ICS components including recording devices for a minimum of one (I) hour.
5.1.39
The Bidder must provide, install and maintain (according to manufacturer's
specifications) all ICS UPS equipment at each of the DOC facilities. The Bidder must
replace all UPS equipment upon expiration of the manufacturer's life cycle of the
f·"
installed product.
5.1.40
In the unlikely case of the loss of commercial power and the failure of the UPS, the ICS
must automatically restrict or "shut off' all inmate telephones so that no inmate calls can
be made until commercial power is restored and access is once again provided by the
DOC.
5.1.41
The Bidder must describe, in its response, what component redundancy is provided to
.limit or virtually eliminate system downtime due to hardware component failure.
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
39
July 11,
5.1.42
It is desirable that the Bidder provide an ICS in which the Central Processor Unit (CPU)
and other critical components are redundant. The Bidder must describe, in its response,
those critical components that are redundant with the proposed ICS,
5.1.43
The Bidder must provide standard hardware and software enhancements/upgrades to the
proposed ICS at no cost to the DOC during the term of this contract. The installed ICS
at each DOC facility must always be at the latest general release' of the system's
available hardware and software including operating systems for the system
administration and system.· reporting .function, Beta and field tested hardware and
software must not be provided unless specifically approved by the DOC. Prior to any
hardware and/or software upgrades or enhancements, the Bidder shall discuss the
software benefits with the DOC and proceed only after DOC approval.
5.1.44
Telephone network services provided by the Bidder shall not be capable of being
detected by the called party for calling number identification (Caller ill).
5.1.45
The Bidder shall provide local exchange service for pre-paid debit-based calling and
collect calling use at each DOC institution. The local calling area shall be equal to or
greater than the local calling area defined in the Verizon Massachusetts Department of
Telecommunications and Energy (DTE) Tariff (MA DPU #10) for each of the DOC's
facilities.
~oposed
5.1.46
ICS must allow for
_
by DOC personnel. This monitoring must, be allowed by specific inmate
telephone, specific inmate PIN' or by called telephone number. Any and all
equipment and software required to perform this function must be, provided with the
proposed system.
5.1.47
The collect call automated announcement function of the Secure·Inmate Calling System
must be capable of processing calls on a selective bi-lingual basis: English and Spanish.
The inmate must be able to select the preferred language using no more than a two digit
oo~
5.1.48
.'
It is desirable that the ICS be capable of processing calls in additional languages than
those required. in 5,1.47. The Bidder must list, in its response, the languages available
with the proposed ICS.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services .
DOC File Number 1000-Phone2006
2005
5.1.49
40
July 11,
The proposed Secure Inmate Calling System must allow for the DOC to program times
when the system will be available or unavailable to inmate calling. The Bidder must
. describe, in its response, how this is accomplished.
Personal Identification Numbers (PINs)
It is the intention of the DOC to implement the proposed ICS in a collect call mode with the use
of inmate Personal Identification Numbers (PINs). The proposed ICS must operate in pre-paid
debit mode for international calling outside of the North American Dialing Plan. Whether in
collect call mode or pre-paid debit mode, the proposed ICS must adhere to the following
requirements for PIN operation.
5.1.50
The ICS must restrict use through authorized Personal Identification Numbers (PINs)
assigned to each inmate. The length of these PINs must be determined by the DOC and
remain consistent throughout DOC facilities.
5.1.51
The proposed ICS must allow for the cross-referencing of inmate PINs to the DOC
inmate commitment number allowing for DOC personnel to search by· commitment
number for call records and call recordings. The Bidder must describe, in its response,
how this will be accomplished with the proposed system.
5.1.52
The Bidder must provide appropriate three-part forms (See Attachment E) to allow for
PIN and allowed telephone number list assignments.
5.1.53
The Bidder shall be responsible for the administration of all inmate PIN through its Site
Administrators (See Section 5.12); ". f.ii"
5.1.54
Although the ICS installed at the DOC will initially operate solely in collect call mode,
the ICS must be capable of utilize the PIN feature for pre-paid debit as well.
5.1.55
The ICS must allow each PIN to have a "class of service" assigned. For example, each
PIN shall have a list of allowable telephone numbers, the maximum duration of each call,
etc. The proposed system must provide call restrictions by PIN that provide the
. following restrictions at a minimum:::,F' .
•
•
Placing of Calls: Inmates can be either approved or not approved to make phone
calls by PIN;
Use of Specific Telephones: Inmates, via the PIN, can be restricted to a specific
telephone or group of telephones, at the DOC's option;
.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
41
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
•
•
•
•
"5.1.56
July 11,
Duration of Call: Maximum call duration can be set globally (all PIN's), by site,
by facility area, by individual inmate's PIN, by type of call (Local, IntraLATA,
InterLATA) at the DOC's option;
Time of Day Calling: An allowed calling schedule can be provided for each
specific PIN, by facility area, by site and globally (all PIN restrictions)at the DOC's
option.
Specific PIN: Restrict an inmate under disciplinary action· from placing all calls
assign to his particular PIN with the exception of privileged numbers (e.g.,
attorney, approved clergy and social work professionals).
Restriction: Set call duration, set number of calls per day, set only certain
numbers per PIN, etc.
The ICS's PIN feature must ensure that the automated operator function uses the
inmate's pre-recorded name (recorded in either the inmat~'s voice and language, or in
the voice of an administrator) to announce to the called party from whom the call is
originating. Identification of the specific" inmate and thus the announcement of the
inmate's name must be performed by the PIN assignment. This feature will be
.implemented at the discretion of the DOC.
I
5.1.57
The ICS must use an announcement format similar to thefollowing:
"You have a call from 'inmate name', an inmate at 'facility name'. Call
forwarding or 3-way calling are not allowed. The cost of this call is $X.XX
for the first minute, and $.XX for each additional minute. To consent to
these charges and accept this call, please press 0."
5.1.58
The ICS's PIN feature must allow the recording of inmate calls to be discontinued when
certain pre-determined telephone numbers (privileged telephone numbers) are called.
5.1.59
The proposed ICS must provide for telephone lists to be assigned to each particular
inmate's account information. These telephone lists must be restricted and controlled by
the inmate's PIN.
5.1.60
The proposed ICS must allow for a minimum of30 telephone numbers to be assigned to
each particular inmate's account information. These telephone numbers shall be placed
in the particular inmate's "Approved Number List" assigned to the inmate's PIN.
5.1.61
The Bidder must state the maximum number of telephone numbers assignable to each
inmate's account.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
42
July 11,
5.1.62
The proposed IeS must allow the DOC to restrict an inmate under disciplinary action
from piacing all calls assigned to his particular PIN with the exception of privileged
numbers.
5.1.63
It is desirable that the proposed Ies provide for an automatic suspenSIon and
reactivation (after a set period of time) of the inmate PIN.
5.1.58
The proposed IeS shall provide DOC personnel with the capability to enter, modifY, and
delete numbers from an inmate's "Approved Number Lists".
5.1.64
The proposed Ies shall provide the capability to flag an individual telephone number in
the inmate's "Approved Number List" as "do not record". The default setting for each
telephone number will be to record until flagged by DOC personnel to the contrary.
5.1.65
The proposed IeS must be capable of assigning an inmate's account to an individual
telephone or group of telephones so that the inmate's account may only place calls from
those designated telephones. These telephones must still be capable of being used by
inmate accounts not specifically assigned to them.
5.1.66
The proposed Ies must allow for the deletion or disabling of the PIN of a released
inmate while retaining all call records and call recordings associated with that PIN. The
Bidder must describe, in its response, how this will be accomplished with the proposed
system.
5.1.67
The proposed Ies must allow for the inmate PIN to be associated or linked to the
inmate's DOC commitment number. The Bidder must describe, in its response, how this
.will be accomplished with the proposed system for both "active" inmates and "inactive"
(released) inmates.
Mode of Operation
. The DOC operates the current Secure Inmate. Calling System in collect call mode. It is the
intention of the DOC to implement the proposed IeS in collect call mode to all locations within
the North American Dialing Plan while utilizing pre-paid debit mode for calls to international
locations outside of the North American Dialing Plan. The proposed Ies must allow the DOC to
operate in this combined mode.
5.1.68
The Bidder shall provide the collect call services required in the RFR through the use of
an Automated Operator. At no time shall an inmate be connected to a "live" operator.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR fora Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
43
July 11,
5.1.69
The collect call automated announcement function of the ICS must be capable of
processing calls on a multi-lingual basis: English, Spanish. The inmate must be able to
select the preferred language using no more than a two digit code.
5.1. 70
Call acceptance by the called party must be accomplished' through caller confirmation
(positive acceptance). Collect calls shall not be connected nor shall billing commence .
until the called party indicates acceptance of the call.
5.1.71
The Bidder must provide, in its response, a list of all countries (outside of the United
States) that can be reached via the ICS operating in a collect call only mode..
5.1.72
The proposed ICS must provide notification to an inmate of the call status or progress
(e.g., ringing, busy, etc.). This notification may either be in the form of ringing, busy
tones, SIT tones, or appropriate recorded messages. The proposed ICS must not allow
the iIimate to hear the called party prior to the actual positive acceptance (via touch tone
. entry) of the call.
"
.
5.1.73
During the call setup process, the ICS must provide a pre-recordedaruiouncement
identifYing that the collect call is coming from a specific inmate at a Massachusetts
Correctional Institute and must be heard by the answering party. The announcement
must also include: "All telephone calls will be recorded accept attorney calls and other
privileged party calls".
5.1.74
. The proposed ICS shall process direct dial calls only when the system is operating in a
pre-paid debit..;based controlled mode. Direct dial calls must be made through network
services provided by the Bidder at no cost to the DOC.
5.1.75
The proposed ICS must provide a pre-paid debit based database capability that tracks an
inmate's "telephone usage balance". Such balances shall be maintained by the ICS in
conjunction with the DOC· Inmate Canteen Accounts..
'.[
("ll
5.1.76
The ICS shall confirm that funds are available in the inmate's "telephone usage account"
after the telephone number is dialed by the inmate but prior to placing the call. The
Bidder must explain, in its response, the opti<;>ns available to the inmate should his
"telephone usage account" be insufficient for the desired call.
5.1.77
The proposed ICS must provide for true "answer supervision" for the billing of Direct
Dial charges. Billing shall begin when the call is answered by the called party and shall
.terminate when either the inmate or the called party hang up.
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
44
July 11,
5.1.78
The Bidder must provide a list of international locations (outside the North American
Dialing Plan) that can be reached via collect calling in the forms in Attachment D.
5.1.79
The Bidder must provide a list of international locations (outside the North American
Dialing Plan) that can be reached via the ICS' pre-paid debit mode in the forms in
Attachment D.
General System Management Requirements
5.1.80
The Bidder must propose an ICS that can be administered on-site by the Bidder's Site
Administrators or DOC personnel.
5.1.81
The Bidder must propose an ICS that allows for changes to be administered in "real
time" while the system is in use. The proposed system must not require the system to be
taken off line to make additions, changes or retrieve reports.
5.1.82
The Bidder must propose an ICS that provides a Graphical User Interface (e.g.,
Microsoft WindowsTM) for both system administration and system reporting functions.
5.1.83
The ICS proposed for the DOC must allow
The Bidder must describe, in its response, how this Will be accomplished
WIt t e proposed ICS. This description must include what"is required with regard to
hardwCire, software and network services as well as the security procedures involved
with this remote access.
Restrictions, Fraud Control Options and System Security
5.1.84
In order to limit possible telephone fraud, it is mandatory that a fraud prevention feature
be available which will be able to randomly inteIject pre-recorded announcements
throughout the duration of the conversation "to the called party indicating the source of
the call. The Bidder must describe in its proposal in detail how this is accomplished.
5.1.85
The Bidder must describe, in its response, all detection and prevention capabilities
related to fraudulent, illicit or unauthorized activity available on the proposed ICS.
5.1.86 "The Bidder must identitY, in its response, specific activities the proposed system
capabilities shall detect and/or prevent. The Bidder must also identifY, in its response,
possible methods inmates may use to circumvent these capabilities.
Commonwealth Qf Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
45
July 11,
5.1.87
The .Bidder must propose an ICS that is capable of detecting extra dialed digits from
either the called party or the inmate's telephone. The Bidder must describe, in its
response, the options available to the DOC upon detection of the extra dialed digits.
(i.e., call termination, system alarm, logging of call to the database, etc.)
5.1.88
The Bidder must propose an ICS that is capable of detecting unusual or suspicious
number sequences dialed or dialing patterns wrnch the system identifies as possible
attempts to commit fraud. The Bidder must describe, in its response, the options
available to the DOC upon detection of the unusual or suspicious number sequences.
5.1.89
The proposed ICS must allow the DOC to immediately and remotely turn telephones on
and off This shall be capable of being accomplished by individual telephones, groups of
telephones, or an entire DOC facility by DOC personnel with the appropriate
.
authQrization level.
5.1.90
The Bidder must describe, in its response, all standard and optional security services
employed to protect the proposed ICS in terms of unauthorized access through the
installed network of services, unauthorized' access through the ICS Local Area Network
(LAN), unauthorized access to the ICS programming, unauthorized access through the
ICS Wide Area Network (WAN).
5.1.91
The Bidder must agree, in its response, that it has reviewed the security policies of the
Commonwealth of Massachusetts Information Technology Division (lTD) available on
the lTD website at www.mass.gov/itd.
5.1.92
The Bidder must describe, in its response, how the DOC will be able to monitor the
. installed ICS and the ICS WAN network of services for possible security breaches.
General Operational Requirements
5.1.93
The Bidder must describe, in its response, the network of services required to support
the proposed ICS. (i.e., ISDN, 56Kbps Circuit, Tl, etc.).
5.1.94 . The Bidder must describe, in its response, how it will address instances of inadequate
outside network plant facilities at a DOC facility to ensure that the proposed les is
implemented according to the installation schedule agreed to by the DOC. .
5.1.95
The Bidder must describe, in its response, how remote access to the ICS for
maintenance and programming by the Contractor provided. The Bidder must describe, in
its response, all security measures, policies and procedures in place for this remote
access.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
46
July 11,
5.1.96
The Bidder must provide, in its response, all electrical and environmental requirements
of the ICS for each DOC facility. Such information must be provided for all components
of the ICS including the central processor/equipment, call recording equipment, PCs,
printers, etc.
5.1.97
The ICS proposed by the Bidder must be capable of automatically recovering from a
.power outage(auto-reboot) to full working order capable of processing inmate telephone
calls with all programmed restrictions in place. This "auto reboot" must include all
system hardware components, all software including DOC specific programming and
restrictions and all network services (analog lines, Tl circuits, etc.). The Bidder must
describe, in its response, any interaction required by DOC personnel for this system
"auto reboot" to occur.
5.1.98
The Bidder must provide, in its response, a written description of the space requirements
associated with all components of the proposed ICS. The Bidder must clearly define
how much physical space is required by each hardware component and provide a
.
recommended equipment layout configuration.
5.1:99
5.1.100 The Bidder must provide, in its response, the capacities/limits for the proposed ICS. At
a minimum, the Bidder must provide the capacity for the following:
•
•
•
•
Individual Inmate Accounts
Call Records
Simultaneous Administrati~e Users
WorkstationslPCs
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
47
July 11,
• Inmate Telephones
• Simultaneous Telephone Calls
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of. Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.2
48
July 11,
SYSTEM CALL RECORDING AND LIVE MONITORING
The DOC currently records inmate calls and momtors
select calls when necessary.
e exception of privileged calls (e.g.,
This recording and monitoring is conduct on all calls WI
attorneys, etc.). The Biddermust address the following specifications regarding the recording of
inmate calls.
5.2.1 . The rcs proposed by the Bidder must be capable of recording all inmate calls
simultaneously and at any time that a call is placed. The Bidder must describe, in its
response, the call recording system being proposed in conjunction with the rcs.
5.2.2
The call recording system proposed by the Bidder must be capable of allowing call
recording to be deactivated for specific telephone numbers assigned to an inmate's PIN.
This capability would be utilized for inmat~ calls to attorneys, etc.
5.2.3
The call recording system proposed with the rcs must be a fully digital system allowing
for digital storage of call recordings and the use of Compact Disk for the transfer of
recordings.
5.2.4
. The call recording system proposed by the Bidder must be capable of storing a minimum
of inmate call recordings on site at each DOC facility:
5.2.5
The Contractor must provide backup storage of all recordings of inmate calls from each
DOC facility off site at the Contractor's data storage' facility for the life of this contract.
The Bidder must describe, in its response, how this will be accomplished with the
proposed system.
5.2.6
. The Contractor must allow access to off site inmate call recordings by DOC personnel
providing the ability for DOC personnel to download and transfer such recordings to CD
when necessary. The Bidder must describe, in its response, how this is accomplished
with the proposed solution for the DOC and what security measures are in place to
ensure that DOC personnel access only those call recordings for which they are
authorized.
5.2.7
. The call recording system proposed by the Bidder must allow access to inmate call
recordings from any PC on the rcs network within each facility. The Bidder must
describe, in its response, how this is accomplished with the proposed system..
5.2.8
The call recording system proposed by the Bidder must
recordings at each DOC facility by investigative personnel
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
49
July 11,
The Bidder must describe, in its response, how this is accomplished with
system.
5.2.9
At many times, the recorded telephone conversations of inmates are used as ·evidence in
criminal or DOC violation investigations. The system proposed to the DOC must include
the capability of transferring recorded calls and call segments to Compact Disk (CDR/CD-RW) to be played on any industry standard CD device. The interface for
accessing such recordings must be have a Graphical User Interface (Gill) such as
Microsoft Windows® and allow for "click and drag" capability for the transferring of
recorded calls or call segments to CD.
5.2.10
The call recording system proposed by the Bidder must allow for the transfer of call
recordings to CD in industry· standard formats (e.g., wav, mp3, etc;) allowing for
playback on standard PC CD drives or industry standard CD players. The Bidder must
state, in its response, the recording file formats provided by the proposed recording
system.
5.2.11
The call recording system proposed by the Bidder must allow DOC personnel to transfer
call recordings to CD in a simplified and efficient manner. The system must allow DOC
to transfer a call without having to fully download the file to the PC at which the staff
member is working: The Bidder must describe how the transfer of call recordings is
performed with the proposed ICS and call recording system.
5.2.12
The call recording system proposed by the Bidder must allow DOC personnel to locate
call recordings in the following manners: .
• search by inmate PIN;
• search by certain time period (date/time)
• search by certain telephone instruments
. The system must allow for the search criteria either individually or in combinations.
5.2.13 . The Bidder must retain ownership of the proposed recording equipment for the duration
of this contract. All responsibility for maintenance and upgrades must be pro'0ded by the
Bidder at no cost to the DOC.
5.2.14
The Contractor must ensure that the call recording system proposed with the IeS is
maintained at the latest hardware and software level to ensure that DOC personnel are
utilizing the latest tools available for call recording and call monitoring ·of inmate calls.
;"..
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
,'. ;:',
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.2.15
It is desirable that the call recordin s stem rovide a search capability that allows DOe
personnel to search recordings
provide, in its response, a description of this capability.
5.2.16
50
July 11,
The Bidder must
It is desirable that the call recording system provide a manner in whichcall recordings
are encrypted to ensure that no digital modification of the recording has been made or to
note if such modifications have been made. The Bidder must describe, in its response,
-how this encryption function operates and the features provided by such.
5.2.17
The proposed Ies must allow DOe personnel to monitoring inmate calls
. This
must be allowed by specific inmate
telep one Wit n a
acility. The Bidder must provide all necessary equipment and
_software required to perform
with the proposed system.
5.2.18
5.2.19
The proposed Ies must allow for DOe personnel to monitor inmate c a l l s " by
-entering the specific inmate PIN. The Bidder must describe, in its response, how this is
accomplished with the proposed system.
5.2.20
The proposed IeS must allow for DOe personnel to monitor inmate callstlllla by
entering a specific telephone number. The Bidder must describe, in its response, how
this is accomplished with the _proposed system.
5.2.21
5.2.22
It is desirable that the IeS provide the
The Bidder must list, in its response, the devices to
which the IeS can send alerts.
5.2.23
It is desirable that the IeS provide the
in a _ For exam Ie
unanswered, the call would then
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
isted in Section 5.2.22 above
If
Department of Correction
Milford, Massachusetts 02202
51
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phol1e2006
2005
July 11,
5.2.24
The Bidder must provide, in its respbnse, a
. ..
..
5.2.25
The proposed IeS must allow for DOC personnel to monitor
:
fr.om the DOC facility from which the call is plac
in its response, !how this will be accomplished with the proposed system.
5.2.26
It is desirable that the IeS call monitoring capability allow for
. T e
Bidder must state, in its response, what is required to provide t h i s _
~ithinthe particular DOC facility.'
.•.. :
",
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
.,
iJ"
, .
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.3
52
July 11,
GENERAL TELEPHONE EQUIP.MENT REQUIREMENTS
The Inmate Telephone Station Equipment required for the DOC shall consist of five (5) types of
telephones as listed in this section of the RFR
Type 1: Wall Mounted Telephones (Indoor)
The first type, which will be the majority of inmate telephones installed, shall be permanently
mounted wall telephones meeting the following specifications:
5.3.1
All Inmate Telephone Equipment must be of new manufacture and be provided (and
installed) with the proposed ICS at no cost to the DOC.
5.3.2
The Bidder· must provide all required materials, hardware, software and telephone
cabling (where re-use is unavailable or new locations are required) to install the
proposed inmate telephones.
5.3.3
The Bidder is responsible for reimbursing the DOC for any "construction" costs incurred
to facilitate the installation of the inmate telephones.
.5.3.4
All inmate telephones must be powered by the ICS system and require no additional
power source at the instrument.
5.3.5
The inmate telephone instrument must be compact in design. The Bidder must include
photographs of the proposed inmate telephones in its response.
5.3.6
The inmate telephone instruments must not include coin entry slots or coin return slots
regardless of whether these functions are disabled.
5.3.7
The inmate telephone instruments shall not contain card reader capabilities or slots used
to identify inmate telephone accounts for purpose of debiting inmate telephone accounts.
5.3.8
. The Bidder shall provide a unique number, physically imprinted on each Inmate
Telephone so that the number can be seen by DOC personnel for the purposes of
reporting troubles and troubleshooting problems. As new inmate telephones are added
or telephones are replaced they shall be identified in the same manner and all appropriate
paper work shall be updated. to reflect the addition.
5.3.9
The inmate telephones must be capable of reducing or eliminating background noise to
the inmate using the telephone. The Bidder must describe, in its response, how this will
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calliug System & Related Services
DOC File Number lOOO-Phone2006
2005
53
July 11,
be accomplished with the proposed inmate telephone instruments (e.g., confidencers,
phone enclosures, etc.).
5.3.10
All inmate telephones shall provide volume controls which allow inmates to amplity the
called party's voice.
5.3.11
The Bidder shall provide dialing instructions as well as a "warning" that states "This Call
is Being Recorded" to the inmate in English and Spanish on each inmate telephone in a
manner which reduces the possibility of being destroyed. Simple labels or other
accessible surtace instructions will not be acceptable to 'meet this requirement.
5.3.12
The Bidder shall maintain the above required telephone dialing instructions and warning
statements for legibility and accuracy during the course of this contract.
5.3.13
The inmate telephone instrument shall not be capable of being used to program any
feature of the proposed ICS.
5.3.14
All of. the proposed inmate telephones must be compliant with all applicable
requirements of the American with Disabilities Act (ADA).
Type 2: Special Management Unit Telephones'
5.3.15
The second type of inmate telephone instrument shall be portable or "movable" iIlJIlate
telephones that are used mainly in special management units and must be manufactured
to withstand abuse (physical, liquid, etc.) as well as be compact enough to fit through
standard food slots. Industry standard 2500 telephone sets will not be acceptable at
meeting this requirement. The Bidder must state how it will allow the DOC to secure the
touch tone pad after the special management unit's inmate's initial call now been placed.
5.3.16 . The Bidder must describe, in its response, how these movable or. portable telephones
will be moved from one cell to another by DOC personnel to allow for inmate calling.
5.3.17
The Bidder must provide a sp~cial management unit telephone that includes all call
restrictions of the ICS with regard to inmate PINs, call duration, etc.
5.3.18
The Bidder must provide a special management unit telephone that allows DOC
personnel to provide the handset only to the inmate thus denying access to the dial pad
by the inmate. The Bidder must describe, in its respons:e, how this is accomplished with
the proposed telephone instrument.
.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.3.19
54
July 11,
The Bidder must provide special management unit telephones according to the telephone
quantities listed in Attachment B.
Type 3: Outdoor Telephones
5.3.20
The third type of Inmate Telephone Station Equipment shall be "all weather" inmate
telephone sets to be used in some outdoor conditions as various DOC facilities.
5.3.21
The outdoor inmate telephone instruments must meet all requirements of the Type 1:
Wall Mounted Telephones (Indoors) described in this section. The Bidder must state this
compliance in its response.
5.3.22
The outdoor inmate telephone instrument must be weather-proof to ensure <,lurability in
outdoor conditions including winter weather.
Type 4: Coin Operated Telephones
The fourth type of inmate telephone instrument shall be coin operated pay telephones primarily
used in pre-release areas, lobby an<,l/or visiting areas only. Coin operated telephones are not to be
proposed to meet. the inmate telephone requirement. Coin operated telephones must offer all
standard payphone options including coin, collect and calling card access.
5.3.23
The Bidder must provide coin-operated, public telephones to DOC facilities, as listed in
Attachment B. These telephones must meet all FCC and Massachus~tts Dept. of
Telecom & Energy regulations regarding local calling, toll free number surcharges and
alternate carrier access.
5.3.24
Throughout the term of the contract the Bidder must install additional coin operated
telephones as required by DOC. This includes expansion to existing institutions and
newly constructed facilities. This must be done at no cost to DOC.
5.3.25
Coin operated telephones must provide outgoing service only. Incoming calls must not
be accepted at any coin operated telephones at the DOC facilities.
Type 5: TDD/TTY Devices
5.3.26
The DOC currently have inmates who are deaf or hearing impaired and must place
outgoing telephone calls via a TDD/TTY. The Bidder must describe, in its response,
how such calls will be conducted in conjunction with the proposed ICS.
, "
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
,I
,.
Department of Correction
Milford, Massachusetts 02202
55
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.3.27
July 11,
The Bidder must describe, in its response, how outgoing inmate calls via the TDD/TTY
are conducted in the following circumstances while maintaining all call controls:
•
•
•
a standard telephone number on the inmate's call list;
toll free number for the deaf relay service;
711 deaf relay service call;
5.3.28
The Bidder must describe, in its response, how outgoing call control for TDD/TTY
users is maintained with the proposed ICS.
5.3.29
The Bidder must provide adequate TDD/TTY or suitable devices to each DOC facility,
maintain such devices as well as provide additional devices, at no cost, when requested
by a specific DOC facility.
5.3.30
The Bidder must provide TDD/TTY or suitable devices which contain a digital display
(e.g., LCD, LED, etc.) and a printing device.
5.3.31
The Bidder must provide TDD/TTY or suitable devices that. allow the inmate
.
allowing the DOC to hav~
conversation
with the exception of privileged calls to attorneys, etc.
5.3.32
The Bidder must describe, in its.. response, how inmate call will be invoiced (and to
whom) when the inmate uses the TDD/TTY device to place a call via the Massachusetts
.Deaf Relay Service.
'
,
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
1\
Department of Correction
Milford, Massachusetts 02202
56
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.4
July 11,
DATA BACK-UP
5.4.1
The Bidder must perform all system and database back-ups and archiving. All archival
hardware, supplies, network and recovery procedures which ensure that no data shall be
lost must be provided by the Bidder at no cost to the DOC.
5.4.2
The Bidder must be capable of recovering all system data for all locations, to the point
offull system operation, using a system backup.
5.4.3
The Bidder must describe, in its response, the back-up schedule for:
•
•
•
•
•
•
The local system programming databases for each DOC facility;
The central Contractor maintained programming database for all DOC facilities;
All inmate call records for each DOC facility;
All inmate call records for all DOC facilities maintained at the· Contractor's site;
All inmate call recordings for each DOC facility;
All inmate call recordings for all DOC facilities maintained at the Contractor's site.
5.4.4
The Bidder must state, in its response, if these system back-ups are performed in realtime (e.g., as the transaction/call completes) or as a pre-scheduled time during the day.
5.4.5
The Bidder must describe, in its response, how the local ICS databases at all DOC
facilities will be kept current with the ICS backups at the Contractor site in case of
required re-programming or system recovery at a DOC facility.
5.4.6
The Bidder must agree, in its response, that the DOC retains ownership' of all archived
information, call detail, inmate records, etc. The Bidder must agree, in its response, that
the DOC has the right to obtain all achieved information, call detail, inmate records, etc.
associated with the ICS regardless of the location of such information within the
Contractor's organization or site.
5.4.7
The Bidder must describe, in its response, how it will provide system security for all data
stored locally and at its central storage location. Such security description must include
system security as well as how access to such sensitive information will be performed
within the Bidder's organization.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department or" Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
57
July 11,
5~5
ICS MANAGEMENT/ADMINISTRATION REQUIREMENTS
5.5.1
The Bidder must propose an ICS that can be administered on-site by the Bidder's
personnel and DOC personnel.
5.5.2
The Bidder must propose an ICS that allows for changes to be administered in "real
time" while the system is in use. The proposed system must not require the system to be
taken off line to make additions, changes or retrieve reports.
5.5.3
The Bidder must propose an ICS that provides a Graphical User Interface (e.g.,
Microsoft Windows™) for both system administration and system reporting functions.
The Bidder must provide samples of its User Interface screens with it response.
5.5.4
The Bidder must describe, in its response, what system administration functions are
available with the proposed ICS (i.e., new account entry, account/record modification,
account deletion, etc.).
PIN Transfer Between DOC Sites
The DOC makes transfers of inmates between facilities on a daily basis (Monday through Friday).
In addition, unscheduled inmate transfers can occur at any time or on any day. Although the DOC
understands that there will sometimes be unusual circumstances to prevent such, ~rtant
that the PIN assigned to the transferred inmate be active at the new facility within _
after
the physical transfer. The DOC will provide the Contractor with a list of inmates to be transferred
on a daily basis to assist in facilitate this PIN transfer.
t~ t h i s _ PIN transfer requirement.
5.5.5
The Bidder must agree, in its response,
5.5.6
The Bidder must describe, in its response, how it will perform daily scheduled transfers.
5.5.7
The Bidder must describe, in its response, how it will perform unscheduled PIN transfers
to ensure that the transferred inmate has access to their attorney through the ICS.
Semi-Annual Review
5.5.8
The Contractor must· conduct a semi-annual review of the inmate PIN database to
ensure that all DOC staff, volunteers, consultants, etc. telephone numbers are not part of
the system allowable number lists. The DOC will provide a list of appropriate telephone
numbers.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
58
July 11,
5.6
SYSTEM REpORTING FuNCTION
5.6.1
The proposed IeS must provide a system reporting package accessible by DOC personnel.
This reporting package must allow for the querying of inmate call records and include a
graphical user interface (GUI) for ease ofuse.
5.6.2
The proposed ICS must allow for the generation of reports by DOC facility, a combination
of DOC facilities or all DOC facilities.
5.6.3
The proposed ICS must allow for the generation of reports by DOC personnel based on
their user access level.
5.6.4
The proposed ICS must provide for custom reports to be developed by the DOC and
provide for the following standard, at a minimum:
•
•
Chronological List of Calls'· ,
Daily Call Volume Summary
• . Weekly Call Volume Summary
•
•
.
Inmate Account SummarY
Inmate Account Detail
.
•
•
•
•
•
one urn ers slgt,le 0 ore
Quantity of Calls per Inmate Account
. Quantity of Minutes per Inmate Account
Blocked Telephone Number List
Local Exchange Volume (by Exchange)
Area Code Volume (by Area Code)
ate Account
5.6.5
The proposed ICS must allow for selected reports to be generated automatically based on
DOC criteria (e.g., time of day, volume of calls, particular inmate, etc.).
5.6.6
The proposed ICS must allow for automatic generation of reports by individual DOC
facility or on a system wide basis.
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
.1
Department of Correction
Milford,Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
59
July 11,
5.6.7 The proposed IeS reporting function must. allow for the exporting reporting date to
Microsoft Excel® and Microsoft Word® at a minimum.
5.6.8 The proposed IeS must allow for all reports to be viewed in hard copy format or viewed
"on-line" by a user with the proper access level.
5.6.9 The. ro osed IeS must allow for access by members of the
to the IeS at each of the DOe facilities for inmate call reports,
inmate call· monitoring and inmate call recording. The Bidder must describe, in.its
response, how this is accomplished and what security measures are in place during this
access.
5.6.10 It is desirable that the IeS· provide DOe personnel that ability to
The Bidder must
describe, in its response, how this function. is provided and how it operates with the
proposed system. .
.i, ;
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
60
RFR for a Secure Inmate Calling System & Related Services
DOC FIle Number 1000-Phone2006
2005
5.7
July 11,
SYSTEM IMPLEMENTATION AND TRANSITION
The DOC is presently utilizing an ICS provided by Verizon. It is therefore of the utmost
importance that the Bidder address the issue of transition from the existing system to the new ICS
at all DOC locations. The DOC realizes that some "down time" will occur during this transition
but the Bidder must propose an implementation plan that reduces this "down time" and allows for
a smooth progression to the new system.
.
5.7.1
The Bidder is required to provide the DOC a full implementation plan upon award of
. contract for the ICS. The Bidder's implementation plan must include a detailed
explanation of the following items:
•
•
•
•
•
•
•
,~;~.
,~,,~,
•
•
•
•
•
pre-installation procedures for each DOC facility;
pre-installation procedures for the complete system;
network circuits/service coordination requirements;
software programming and preparation;
equipment delivery schedules;
.equipment security procedures;
equipment/system installation procedures;
\ -"
:'-a
inmate telephone installation procedures;
,f.~
system testing at each DOC facility;
system testing of overall system connectivity;
training of DOC personnel;
actual system cutover to service
list of DOC responsibilities.
.
\
. .'~-.
"?f.":
:';,
i'fo. •"
;<,~
5.7.2
The Bidder must work with the DOC to' determine the exact times when Inmate
Telephone Equipment can be replaced to reduce "down time".
5.7.3
The Bidder is required to conduct a· site visit to each DOC· facility priof to installation of
the ICS there in order to become familiar with the physical location of the ICS and the
inmate telephones as well as to be completely familiar with the installation requirements
.of each particular facility.
·5.7.4
The Contractor shall coordinate the removal of the existing inmate telephones in all
DOC facilities. The Contractor is required to meet with the DOC so that the existing
telephones may be used during the transition to the new inmate telephones provided
under this contract.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.7.5
61
July 11,
The Bidder is allowed to re-use existing station cabling installed at each DOC facility for
the inmate telephones once it has "tone and tested" each cable run to ensure that the
station cable is capable of supporting the new inmate telephones.
In cases where the existing cable is re-used, the Bidder will re-terminate and label the
station cabling at the cross connect (main/intermediate distribution frames) to ensure
that all cabling is identified correctly and terminated in such a way to simplify future
maintenance.
In cases where existing station cabling cannot be used, the Bidder will install new station
cabling (Category 5e minimum) at no cost to the·DOC. Any new cabling must include
required wall plate, cross connection, patch cords, etc. as required by the Bidder and the
DOC to ensure proper operation of the inmate telephones.
5.7.6
Although the DOC does not anticipate that such work will be required, the Bidder must
agree in its response to obtain DOC permission in writing before proceeding with any
work that requires cutting into or through girders, beams, concrete or tile floors,
partitions or ceilings, or any work that may impair fireproofing or moisture proofing, or
potentially cause any structural damage.
5.7.7
The Bidder will be responsible for all programming of the ICS"including the generation
and creation of the system database(s) required to provide a fully operational ICS.
5.7.8
The Bidder must transfer the current ICS database information including inniate profiles
(PINs) and call records to the new system. The Bidder must state, in its response, how
this will be accomplished and what is required of the DOC to facilitate this transfer of
information.
5.7.9
The Bidder must clean up and remo.veany and all debris and packaging material
resulting from its work at the DOC facility on a daily basis.
5.7.10
Upon completion of installation, the Bidder must leave the DOC facility clean, orderly
and ready for immediate use.
5.7.11
The Bidder shall be completely responsible for replacing, restoring or bringing to former
condition any damage caused by the Bidder's installation personnel to floors, ceilings,
walls, furniture, grounds, pavement,' etc~; Any damage or disfigurements shall be restored
.to its former condition by the Bidder at no cost to the DOC.
5.7.12
The Bidder must ensure that all of its work and materials comply with all local, state and
federal laws, ordinances and regulations as well as the direction of any inspectors
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
62
July 11,
appointed by proper authorities having jurisdiction over this type of network and
equipment installation.
The Bidder is responsible for obtaining all necessary permits. Should violation of codes
occur relating to this network installation project because necessary permits were not
identified and obtained by the Bidder, the Bidder will cease all work at that specific
location and correct the situation, itiunediately, at no cost to the DOC prior to
continuation of system installation.
5.7.13
The Bidder is required to adhere to all prevailing wage rate specifications and schedules
as determined by the Commissio~er of the Commonwealth of Massachusetts
Department of Labor and Workforce Development, Division of Occupational Safety and
the United States Department of Labor when required.
Implementation Team
"
5.7.14
L'
The Bidder must provide a Project Ma,nager for the implementation of the proposed ICS
for the DOC. The Project Manager must serve as the Single Point of Contact (SPOC)
for the DOC during the initial ICS implementation period regardless of the length of this
implementation period. The Project Manager must be available to the DOC via
telephone, cellular telephone, and e-mail at a minimum during the course of this project.
The Project Manager for the implementation of the ICS must have experience with the
.implementation of an ICS. on a scale equal to the DOC.· The Project Manager for the
implementation of the network services inust not be the Account Manager required in
Section 4.1.
The Bidder must provide, in its response, the name of the Implementation Project
Manager to serve the DOC during the implementation of the ICS. A professional resume
detailing this Project Manager's qualifications and experience on projects of similar size
and complexity as the DOC project must be provided as an attachment to the Bidder's
.response.
5.7.15
The Bidder must provide, in its response, the names of the implementation project team
members, their location, and qualifications statements for each member assigned to the
implementation of the ICS at the DOC.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
.- i~ .
~
;'"
j'
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
63
July 11,
5.7.16
The Bidder must warrant in its response that all installation personnel who will
implement the proposed ICS have been fully trained and certified by the manufacturer as
qualified to install and service the proposed ICS. The Bidder must provide proof of
mailufacturer certification for its implementation team members as an attachment to its
.response.
5.7.17
All personnel assigned to the Bidder's implementation team who will work on-site at the
DOC facility at any time must comply with all DOC requirements for facility access
including tool control, background checks and dress code. (See Section 4.3 and Section
4.4).
5.7.18
When individual personnel changes within the implementation team are necessary, the
Bidder must provide personnel replacements whose experience and expertise is equal or
superior to the personnel member being replaced,
5.7.19
All personnel replacements to the implementation team must be completely familiar with
the Bidder'siCS offering to the DOC as well as the requirements of this RFR as they
pertain to the implementation of the ICS as the DOC.
. 5.7.20 . The Bidder must describe, in its response, how it will transition implementation team
members when necessary. This transition must include a transfer of specific DOC
information and knowledge as well as Bidder speCific information/services offered to the
DOC.
5.7.21
The Bidder must state the implementation requirements and responsibilities of DOC
personnel at each DOC facility. These requirements and responsibilities must be kept to
a minimum. The Bidder is responsible Jor performing all installation tasks to provide a
fully functional ICS at each DOC facility.
System Testing
5.7.22
The Bidder must describe, in its response, how it performs standard system testing to
ensure that ..the proposed ICS and its n~twork services are fully implemented and ready
to accept inmate traffic and DOC use. This description must include the Bidder and
.industry standard methodologies,'· procedures and protocols consistent with the ICS
proposed for the DOC. The Bidder must describe what is. required of DOC personnel
during this system testing. All hardware, software, software licensing, etc. Tequired to
perform this testing must be provided to the DOC at no cost.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Nnmber 1000-Phone2006
2005
64
July, 11,
5.7.23
The Bidder is required to provide system testing which simulates normal operating
conditions of the installed ICS to ensure proper performance after hardware and
software configuration is complete. This simulation must include full traffic load
representing high traffic situations for inmate calling traffic.
5.7.24
The Bidder must agree, in its response, to the DOC's right to require the replacement of .
any network service or system component whose failure to meet required performance
levels during testing has risen to chronic problem level.
System Acceptance
5.7.25 . The DOC defines system acceptance as the "problem free' operation of the ICS and its
network of services for a period of 30 consecutive days commencing with the actual
completion of ICS installation and testing.
Should the proposed ICS operate "problem free" during the initial 30 day acceptance
period, the Bidder may consider the ICS installation as complete at that DOC facility
. and commence with post installation maintenance and support.
Should the ICS fail to operate "problem free" during the 30 day acceptance period, the
Bidder shall correct the problem at no cost to the DOC and the 30 day acceptance
period will begin again. The Bidder is required to provide all materials and labor to
ensure that the installed ICS is performing according to manufacturer specifications and
the requirements of this RFR. Failure ofthe Bidder to have the installed ICS installation
"accepted" by the DOC within 60 days of the installation date will result in the
. replacement of the ICS in its entirety at that specific DOC facility.
5.7.26
The Bidder must agree, in its response, to negotiate the definition of "pr6blemfree"
operation with the DOC prior to system contract. However, for the purposes of this
RFR,"problem free" operation during the initial 30 day period is defined as the
following:
•
•
•
•
.•
•
Failure of no more than two percent (2%) of the telephone instruments;
Failure of no more than ten percent (10%) of analog network services'
Failure of no more than one (1) digital trunk (Tl, ISDN PRJ);
Operation of the system security features including PINs, etc.
Operation of the system software without major conflicts or feature failure;
Non- failure of any Central Processing Unit (CPU).
System Documentation
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
65
July 11,
5.7.27
At the completion of the project, the Bidder must provide a complete set of system
reference manuals which must include information specific to the installation at each
DOC facility.
5.7.28
The Bidder shall supply all necessary documentation to DOC personnel with regard to
maintenance contact numbers, maintenance reporting procedures, maintenance
escalation procedures,· etc.
5.7.29
The Bidder must provide programming manuals that are specific to each DO<; facility.
5.7.30
The Bidder must provide DOC facility specific "checklists" allowing trained DOC
personnel to become acquainted with the specific programming of the ICS installed at
that particular DOC facility.
5.7.31
The Bidder must provide written procedures at each DOC facility that instruct DOC
. personnel on how to report system troubles, escalate system troubles within the Bidder's
organization, contract Bidder personnel during weekend shifts, etc. The Bidder must
update such written procedures on a quarterly basis during the term of this contract.
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
66
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.8
July 11,
TRAINING REQUIREMENTS
It is instrumental to the success of the installation of the ICS that DOC personnel be trained in
various aspects of the system operation. Therefore, the Bidder must provide an complete training
.
schedule based on the following requirements.
5.8.1
The Bidder must provide all end-user training to the DOC at no cost.
5.8.2
The Bidder must provide all end-user training on site at the variousDOC facilities.
5.8.3
The Bidder must provide training for various levels of DOC personnel including fulltime system administrators, part-time system administrators, special investigators, and
data entry specialists, etc.
5.8.4
The Bidder must provide full training for all assigned system users on how to create,
delete and modify inmate programming and profiles.
5.8.5
The Bidder must provide full training for all assigned system users on how to generate
appropriate system reports.
5.8.6
The Bidder must provide full training for all assigned ~m users on how to maintain
i n m a t e - ' and respond accordingly when these_ are exceeded. .
5.8.7
The Bidder must provide full training. on all components of the Secure Inmate Calling
System.
5.8.8
The Bidder must provide full training on the provided call recording function including
the _
of inmate calls; playback of archived calls and the transfer of calls to
oth~yback
5.8.9
The Bidder shall provide full training for all assigned DOC system users on· how to
change inmate restriction levels (by telephone, suspend PIN, etc.).
5.8.10
The Bidder must provide full training for all assigned system users on how to initiate
system restrictions including the shutting down of individual inmate telephones, groups
of inmate telephones or the entire facilities systems.
5.8.11
The Bidder must provide ongoing system training for existing DOC personnel when
required by the DOC at no cost.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOG File Number 1000-Phone2006
2005
67
July 11,
5.8.12
The Bidder must provide additional training for new DOC personnel when required by
the DOC at no cost.
5.8.13
The Bidder must describe, in its response, any advanced system training that may be
available to DOC personnel whether provided on-site at the DOC facility or off-site at
the Bidder's training facilities.
5.8.14 . The Bidder must in its proposal include the name, title and qualifications of the Bidder
staff member who will have the overall responsibility for training.
5.8.15
The proposed ICS must provide for integrated help function for system operation,
administration, reporting and management functions.
5.8.16
The Bidder must provide a "live" Help Desk support function to DOC at no cost to the
DOC during the term of this contract. This Help Desk function must be capable of
providing support via telephone to the DOC ICS personnel for the functions ofthe ICS.
.This Help Desk function must be available Monday through Friday, 8:00 am to 6:00 pm
Eastern Time.
5.8.17
The "live" Help Desk support function provided by the Contractor must be located
within the continental United States.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachnsetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
68
July 11,
5.9
EQUIPMENT/SYSTEM MAINTENANCE
5.9.1
The Bidder must provide an ICS at all required DOC facilities that is fully functional in
regards to all labor, materials, programming, system hardware and software.
5.9.2
The Bidder must warrant that the ICS installed for the DOC facilities shall be free of
defects, irregularities, unprofessional installation, code violations and shall operate as
designed and proposed. Should the system not operate as designed and 'proposed or
violate any local, ,state or federal code, the Bidder shall immediately correct the defect or
irregularity or bring the system within code and performance specifications at no cost to
the DOC.
5.9.3
'The Bidder must provide all post installation system programming and maintenance
services at no cost to the DOC.
5.9.4
the Bidder must agree in its response that maintenance service is available' on its ICS
seven days per week, twenty-four (24)hours a day
5.9.5
The Bidder must propose an ICS that provides for remote diagnostics and maintenance.
5.9.6
The Contractor is responsible for repla<:;ement of the ICS in its entirety or its individual
, components regardless of cause including, but not limited to, normal wear/use, inmate
abuse, natural disaster, or inmate unrest. This system or component replace~ent will be
performed at no cost to the DOC and will occur immediately upon notification to the
Bidder of the system problem by the DOC facility.
5.9.7
The Contractor is responsible for replacing of inmate telephones in their entirety
regardless of cause including, but not limited to, normal wear/use, inmate abuse, natural
disaster, or inmate unrest. The Contractor must replace inmate telephones requiring
repair and not repair components of the inmate telephone on site at the DOC.
Response To Maintenance Calls
Should any critical component of the ICS provided by the Bidder fail, the Bidder must respond to
ICS maintenance/repair calls from the DOC in the manner outlined in this section.
5.9.8
, Definition of a "Major Emergency" .
For the purpose of this RFR, a "Major Emergency" shall be defined as an occurrence of
anyone of the following conditions. The Bidder is required to further negotiate with the
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachttsetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
69
July 11,
DOC prior to system installation to determine additional specific criteria for a "Major
Emergency" .
•
•
•
•
•
•
•
5.9.9
A failure of the ICS processor, its common equipment or power supplies which
render the system incapable of performing its normal functions;
A failure of the recording function or any of its components that affects the full
recording operation;
A failure of 50% or more ofthe inmate telephones at anyone area within a DOC
facility;
A failure of any of the ICS functions that result in the ability of inmates to place
calls without the use of assigned PINs;
A failure of any of the ICS functions that results in the ability of inmates to make
. direct dialed calls when the system is operating in collect ca!l mode;
. A failure of any of the system functions that results in the ability of inmates to
reach a "live"· operator;
A failure of the system "kill switches" or similar ICS disabling function proposed
by the Bidder.
.Response Times for a "Major Emergency"
For a "Major Emergency" the Bidder must respond to the service problem within 30 minutes of
initial trouble report by the DOC facility through the use of remote testing or access. Should the
ICS not be accessible for remote access, the Bidder must have a qualified technician, suitably
equipped for the installed ICS, on site at the DOC location within two (2) hours from the time of
initial trouble report.
Should the problem not be resolved via remote access, the Bidder must have a qualified
technician, suitably equipped for the installed system, on site at the DOC institution within two (2)
hours from the time of initial trouble report.
Response to "Major Emergency" conditions must be performed on a 24 Hours-a-Day/Seven
Days-a-Week/365 Days-a-Year basis through out the term of this contract.
5.9.10
Definition Of "Routine Service"
For the purpose of this RFR, Routine Service shall be defined as an ICS failure or problem other
than a "Major Emergency" item as listed above or defined by the DOC.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
70
July 11,
5.9.11 . Response Times For "Routine Service"
For a "Routine Service" the Bidder must respond to the service problem within four (4) hours of
the initial trouble report by the DOC facility through the use of remote testing or access. Should
the ICS not be accessible for remote access, the Bidder must have a qualified technician, suitably
equipped for the installed system, on site at the DOC facility within twelve (12) business hours
from the time of initial trouble report. Business hours are defined as 8:00 a.m. to 6:00 p.m.,
Monday through Friday.
Should the problem not be resolved via remote access, the Bidder must have a qualified
technician, suitably equipped fOf the installed system, on site at the DOC institution within six (6)
hours from the time of initial trouble report.
Answering of Maintenance Calls
5.9.12 . The Bidder must ensure and state, in its response, that all maintenance calls from the
DOC shall be answered by a "live" operator/service representative at all times.
5.9.13
It is desirable that that all maintenance calls from the DOC be answered by a "live"
operator/service representative who is local (within Massachusetts) at all times.
Critical Compo~ent Availability
5.9.14
The Bidder must guarantee to the DOC that all parts and materials necessary to repair
the proposed ICS are readily available to on-site service personnel 24 hours per day,
seven days per week, 365 days per year. The DOC will not accept the delay of any ICS
repair based on the fact that service personnel cannot access a system parts warehouse,
office or similar Bidder facility because the facility not being opened "after hours", or on
weekends or holidays:
5.9.15 . It is desirable that the Contractor provide "spare" inmate telephone equipment at each
DOC facility to allow for timely replacement of telephones that are not operating for any
reason. The Bidder must provide on site a minimum number of spare sets equal to five
percent (5%) of the total number of inmate telephones installed at each DOC facility.
.,: I ; ~.",
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
-,-,:.
........ '1"
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Rela.ted Semces
DOC File Number 1000-Phone2006
2005
71
July 11,
Escalation Procedures During Service Maintenance
5.9.16
The Bidder must provide, in its response, escalation procedures to address inadequate
maintenance service of the ICS. These escalation procedures must include multiple
·levels of management personne1. Access to additional management persotinel must be
made available to the DOC upon request.
The Bidder must provide, in its response, a complete list of its maintenance s.ervice
escalation procedures i n c l u d i n g : '
•
•
•
•
a list of personnel at each level of escalation;
contact telephone, fax, pager, cellular numbers;
methods by which escalation is initiated; and
criteria for escalation at each level.
The Bidder must agree, in its response, that the DOC has the right to initiate these
escalation procedures at its discretion based on diminished service or non-performance
of the Bidder.
.
Maintenance Records
5.9.17
The Bidder must provide to the DOC, upon request during the term of this contract,
maintenance records that include a listing all repair notices including the date and time of
the service trouble report, the nature of the problem reported, and date/time of problem
resolution.
5.9.18
The Bidder must provide historical maintenance records for 24 months from the current
.date.·
5.9.19
It is desirable that the Bidder pfovide historical maintenance records from the initial
contract date of this contract with the DOC.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
.
2005
5.10
72
July 11,
CONTRACTOR PERFORMANCE
As the single Commonwealth Agency responSible for promoting public safety by incarcerating
offenders while providing opportunities for participation in effective programming, the DOC
requires that the ICS and the Contractor perform at the highest levels of operation and service.
5.10.1
The Bidder must describe, in its response, how it will maintain maximum network "up
time" for the ICS installed at each DOC location. The Bidder must provide current
netwqrk "up time" figures for similar ICS installations.
5.10.2
The Bidder must describe, in its response, how it will maintain maximum network "up
time" for the network services installed for the ICS at each DOC location. The Bidder
must provide current network "up time" figures for similar ICS Installations.
Catastrophic Network Failure Conditions
5.10.3
The Bidder must describe, in its response, the business continuity plans it has in place
within its own organization and its network of services to ensure that the network
services installed to serve the ICS installed at the DOC.
Penalty for Non-Performance and Network Downtime
5.10.4
The operation of the Contractor's ICS at each DOC facility must be of the highest
priority for the Bidder. Therefore the Bidder must provide a credit of $100 to $500
(depending on the occurrence) per hour for each hour the Contractor exceeds the
response times listed in Section 5.9.9 and Section 5.9.11. (Refer to Section 2.29 with
regard to the application of penalties.)
{.,
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
.~
.
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.11
73
July 11,
POST INSTALLATION & EXPANSION REQUIREMENTS
5.11.1
The DOC may require the addition of equipment at its facilities after the original
installation of the proposed ICS. The Bidder must install additional equipment within 30
days upon notification from the DOC authorized personnel. The installation of this
equipment shall be at no cost to the DOC.
5.11.2
When a new DOC facility is opened by the DOC, the Bidder shall deterinine (in
conjunction with the DOC) a schedule for installation of an ICS at that facility to ensure
inmate calling service at the new site as soon as practical. The ICS shall be installed at
the new facility at no cost to the DOC.
5.11.3
The Bidder shall be responsible for making all system modifications necessary to allow
inmates to place calls as industry dialing requirements change including the introduction
of new area codes and new exchanges. These system modifications shall be provided at
no additional cost to the DOC. The update of the ICS with new area codes and
exchanges will be performed within 30 days of the area code and/or exchanges
introduction to the general public.
5.11.4
The Bidder shall be responsible for complying with and updating the Secure Inmate
Calling System for any regulatory changes and requirements during the life of the
contract. These' regulatory changes include federal, state, county and municipal
modifications. These changes shall be made at no additional cost to the DOC.
5.11.5
All call processing and call rating information shall be kept current by the Bidder to
ensure inmates can place calls to all approved numbers. This information includes but is
not limited to local, exchanges, area codes, country codes, vertical & horizontal
coordinates, and any other information, necessary to accurately process and rate calls.
'The Bidder shall provide the DOC with rating information within 24 hours when
requested by the DOC.
5.11.6
The Bidder must describe, in its response, the transition plan for all, call records and call
recordings to be transferred to the DOC at the completion of the contract resulting from
this procurement.
5.11. 7 ,The Bidder shall provide, in its response, ;a full explanation of how it will handle a phaseout situation at the end of the contract period should the Bidder not be selected for the
next contract to provide an ICS to the DOC.
This plan shall indicate any commission adjustment that will take effect should the next '
provider not be able to phase-in its service for ninety (90) days.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calliug System & Related Services
DOC File Number 1000-Phone2006
2005
74
July 11,
The Bidder shall identify any equipment which will be oWned by the DOC .and any
equipment not owned by the DOC at the end of this contract.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFRfor a Secure Inmate Calliug System & Related Services
DOC File Number 1000-Phoue2006
2005
5.12
75
July 11,
SITE ADMINISTRATORS
The Contractor is required to provide on-site Site Admirustrators for the DOC facilities during the
term ofthis contract.
. The Site Administrators must be fully trained on the proposed ICS with regards to system
programming, entering of inmate information, manipulation of call recordings and the treatment of
call records for required reports.
Supervisor Personnel
5.12.1
The Contractor must provide a full time (40 hours per week minimum) supervisor
dedicated to the DOC for the term of this contract. The Bidder must provide, in its
response, the qualifications of the supervisor by means of a professional resume.
5.12.2
The Contractor provided supervisormrist be located locally within Massachusetts:
5.12.3
The Contractor provided supervisor must have full responsibility for the performance of
the all site administrators provided by the Contractor to the DOC.
5.12.4
The Contractor provided supervisor must be familiar with the DOC and visit each DOC
facility a minimum of once per month to meet with the site administrator at that
particular DOC facility.
5.12.5
The supervisor provided by the Contractor to the DOC must be a full time employee of
the Contractor.
5.12.6
The Contractor provided supervisor must not be one of the site administrators provided
by the Contractor to meet the requirements of this RFR.
5.12.7
The Contractor provided supervisor must be capable of fulfilling the duties of a site
administrator due to unexpected absence of the site administrator at any DOC facility.
Site Administrators
5.12.8
The Contractor must provide a full time site administrator at the DOC facilities in
Concord and Framingham. These locations are the coinmitting facilities for the DOC.
The Contractor must provide full time site administrators dedic~ted to the DOC only
. and be on-site in Concord and Framingham Monday through Friday, eight (8) hours per
day.
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
76
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
5.12.9
July 11,
The Contractor must provide dedicated site administrators for each of the DOC's
remaining facilities for four (4) hours per day, Monday through Friday. Actual
assignment of site administrator personnel will be finalized prior to contract signing with
the Contractor. Any change in site administrator assignments or coverage will be made
only upon approval by the DOC.
5.12.10. The Bidder must state if the site administrators proposed for the DOC will be employees
or independent contractors of the Contractor.
5.12.11 The Bidder must describe, in its response, how it will keep the turnover .of site
administrators at a minimum during the term of this contract (e.g., competitive salary,
paid holidays, reasonable health benefits, vacation packages, etc.).
5.12.12 It is desirable that the Contractor provide site administrators with a minimum hourly
wage of $15.00 and competitive health benefits. The Bidder must describe in its
response how it meets this desirable specification.
5.12.13 It is desirable that the Contractor make all reasonable efforts to
administrators.
~ire
bi-lingual site
5.12.14 The site administrators provided by the Contractor must adhere to all background and
security checks required by the DOC as well as attend the DOC's new employee
orientation (40 hours total).
5.12.15 The Contractor must provide site administrators that are fully trained in the operation of
the ICS proposed for the DOC. The· Bidder must describe, in its response, the training
that each site administrator will undergo prior to deployment at the DOC facilities.
5.12: 16 It is important to the success of this contract tl;i.at the site administrator positions are
filled at all times by the Contractor. The Contractor must fill any site administrator
.position vacancy within 45 days. Failure to achieve such may result in a $200 per day
penalty (See Section 2.29) commencing on day 46 until the position is filled and the new
site administrator attends the DOC's new employee orientation.
5.12.17 The Contractor must provide site administrators that will perform the following
functions, at a minimum, for the DOC with regard to the ICS installed at each facility:
,
•
•
•
•
Test the ICS to ensure functionality each day;
PIN data base initial entry (at committing sites);
PIN changes, moves, transfers, discipline sanctions, etc.;
Production of standard administrative and investigative reports;
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
•
•
•
•
•
•
•
•
•
77
July 11,
Production of customized reports as required;
Conducting of quarterly inmate PIN list updates;
Conducting of semi-annual scans of inmate PIN lists for DOC personnel
telephone numbers, etc.
Initiate or facilitate maintenance and repair of the proposed ICS, as required;
Primary Bidder point of contact for the DOC facility;
Resolve all complaints and inquiries regarding the·ICS in a timely manner;
Transfer call recordings to portable media as directed by the DOC;
Transfer of inmate PINs between DOC facilities when required;
Other related duties as determined by the DOC.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calliug System & Related Services
DOC File Number 1000-Phone2006
2005
78
July 11,
5.13
RATE AND BILLING REQUIREMENTS
5.13~1
The Bidder shall provide all local exchange, intra-LATA (Eastern Massachusetts) and
inter-LATA network services at all DOC facilities where the ICS is installed. The·Bidder
shall be responsible for installing and maintaining all telephone circuits necessary to
provide the required ICS operation at no cost to the DOC.
Usage and Surcharge Rate Limitations
5.13.2
The. Bidder's per call surcharge rates charged to the called party tor collect calls within
Massachusetts (local, intra-LATA and intra-state, inter-LATA) shall be the current DOC
charge of $.86 for inmate collect calls.
5.13.3 . The Bidder's per call surcharge rate to the called party for inter-state, inter-LATA
collect (outside of Massachusetts) shall be the current DOC charge of $3.00 for inmate
.collect calls.
.
5.13.4
Local Calling: The Bidder's usage rates for local calling, in accordance with regulations
of the Massachusetts Department of Telecommunications and Energy (MDTE) must
adhere to the current effective Verizon tariff: DTA MA No. 10, Part M, Section 1.9.1,
Schedule 2 (Page 29) for structure, billing and rates ($.10 per minute). The DOC will
not accept rates that differ from this required tariff
5.13.5
Intra-LATA Calling: The Bidder's usage rates for Intra-LATA (eastern
Massachusetts), in accordance with regulations of the Massachusetts Department of
Telecommunications and Energy (MDTE) must adhere to the current effective Verizon
tariff: DTA MA No. 10, Part M, Section 1.9.1, Schedule 2 (Page 29) for structure,
billing and rates ($.10 per minute). The DOC will not accept rates that differ. from this
.
required tariff
5.13.6 . Intra-State, Inter-LATA Calling: The Bidder's usage rates for intra-state, inter-LATA
calling,· in accordance with· regulations. of the Massachusetts Dep¥tment of
Telecommunications and Energy (MDTE) must adhere to the current effective Verizon
tariff: DTA MA No. 10, Part M, Section 1.9.1, Schedule 2 (Page 29) for structure,
billing arid rates ($.10 per minute). The DOC will not accept rates that differ from this
required tariff
5.13.7
Inter-State, Inter-LATA Calling: ,The Bidder must quote a per minute rate for all
interstate, inter-LATA calls. All proposed rates must be based on a per minute basis only
and not be distance sensitive. This per minute rate must be set at the current DOC
required rate cap of$.69 per minute for day, evening and night/weekend rates.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services -DOC File Number 1000-Phone2006
2005
79
July 11,
5.13.8
The Contractor may not make any changes to the per minute rates and per call
surcharges during the life of this contract without the written approval of the DOC.
5.13.9
The Bidder must describe, in its response, how collect call to international locations
outside the North AmericanDialing Plan are processed.
5.13.10 The Bidder must describe, in its response, how the pre-paid debit function of the ICS
will operate with regard to international calls. The Bidder must provide a list of
international locations to which inmates may place pre-paid debit calls and the per
minute rate for such calls in the Cost Tables in Attachment D.
Billing and Payment of Commissions
5.13.11 The Bidder shall assume sole responsibility for billing called parties receiving collect
calls from the ICS and for the collection of payments for these calls.
5;13.12 The Bidder shall provide a toll free number which will be clearly shown on the called
party's bill for assistance·in billing matters.
5.13.15 . It is desirable that the Bidder have billing arrangements with cellular service providers.
The Bidder must provide, in its response, a list of cellular service providers with which it
has billing arrangements.
.
5.13.16 The Bidder shall collect all revenue from the called party for collect calls placed by
inmates. The Bidder shall provide a percentage of this revenue as a commission fee to
the DOC on a montWy basis. The Cormilission rate proposed by the Bidder must be
included in the Bidder's Price Bid. Do not include any specific costs or commission
.information in the Technical Bid.
5.13.17 The Commission Revenue paid to the DOC will be based on Gross Revenue. Gross
Revenue is defined as revenue for all accepted calls without exception. The Bidder shall
not deduct fraudulent, uncollectible or unbillable calls from the Gross Revenue prior to
applying the Commission Percentage Rate for the DOC.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
.,
80
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
.2005
July 11,
5.13.18 The Bidder must agree, in its response, that a check for the commission amount will be
sent to the DOC no later than 30 days after the close of the billing month. For example,
. a commission check for calls made during April will be forWarded to the DOC no later
.
than June 1st.
5.13.19 The Bidder must state, in its response, all charges associated with the inmate initiated
collect call that will appear on the called party's telephone bill.
5.13.20 The Contractor is not allowed to place any charges on the called party's telephone bill
that are not directly. related to providing the collect call. This includes charges for
"property taxes", "construction fees", and other like charges that are not dictated by
regulatory bodies. Violation of this requirement during the term of this contract may
result in a one time fine of up to $10,000 assessed by the DOC as well as refunds made
to the called parties for all such charges.
5.13.21 The Bidder must describe, in its response, all pre-paid 'collectcall options available to
inmate families and other authorized called parties.
5.13.22 It is desirable that the pre-paid collect call option available to inmate families and other
authorized called parties provide the following:
•
•
•
Free initial call period offered to the inmate's called party;
Automatic transfer of the called party to the Bidder's billing customer service
department for payment arrangement;
Funds tied entirely to a specific called party telephone number (of the
depositor);
Balance of pre-paid account and the cost of the call be provided to the called
party for each call;
Payment via credit card;
Payment via debit card;
Payment via money transfer organization (e.g., Western Union, etc.)
',1
•
•
•
•
,..
.
5.13.23 It is desirable that the pre-paid collect call option allow for
of the pre-paid account.
. 5.13.24 The Contractor must provide, on a monthly basis, a commission report that breaks down
the total commission paid to the DOC by DOC facility. The Bidder must provide, with
its response, a sample of this commission report.
:~
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
\,
.~
'.
Department of Correction
Milford, Massachusetts 02202
81
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Section 6
Bidder History & References
6.1
COMPANY BACKGROUND
6.1.1
The Bidder must be in the business of providing Secure Inmate Calling
Systems and Related Services (as specified in this RFR) fot a period of at least
three (3) years prior to the due date of this RFR. The Bidder must state the
number of years it has been providing ICS and provide docum~ntation in its
response.
6.1.2
It is desirable that the Bidder be in the business of providing Secure Inmate
Calling Systems and Related Services (as specified in this RFR) for a period of
ten (10) years prior to the due date of this RFR. The Bidder must state the
number of years it has been providing ICS and provide documentation in its
response.
6.1.3
The Bidder must include, in its response, a summary which describes~ briefly, the .
following:
•
•
•
•
•
•
6.2
Number of Offices;
Number of Offices within Massachusetts;
Organizational Structure;
Total Staff
Number ofYears in Business;
Number of Years Providing Secure Inmate Calling Systems and Related
Services;
BIDDER!PRODUcr REFERENCES
The Bidder must provide end user, references with its response. These references will be
. contacted either by telephone, mail or facsimile transmission to verify the Bidder's experience
and "real world" installation procedures. All reference reviews are done in a professional and
timely manner to minimize the demands on Bidder reference contacts.
A minimum of three (3) references must be provided on the Business Reference Form
provided in Attachment F and included with your response. At least one (1) of these
references must be for a correctional organization with in excess of 10,000 inmates.
Commonwealth of MassachusettS
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
82
July 11,
Failure to provide references as required on· the Business Reference Form may lead to
disqualification ofthe Bidder's response.
It is the Bidder's responsibility to ensure that any reference provided in its response be aware
that they may be contacted by the DOC regarding the services provided by the Bidder. All
reference reviews are done in a professional and timely manner to minimize the demands on
Bidder reference contacts. However, reference contacts which refuse to discuss the Bidder or
the services provided by the Bidder will result in a "0" rating for the Bidder for that
reference. The DOC is not responsible for "negotiating" a response from a reference
provided by a Bidder and will not tolerate such reference responses as "we are not allowed to
discuss that", "we do not have time to discuss this", etc.
The Bidder must provide an authorized primary and. secondary contact name for each
reference submitted. This will allow the DOC to complete any reference reviews in a timely
manner.
6.3
BIDDER EXPERIENCE·
6.3.1
The Bidder must further demonstrate its experience in the inmate calling system and
correctional industries by providing a list of all correctional institution in which the
Bidder has installed the proposed ICS. This list must include the institution, its
location, and the total number ofinmate telephones installed.
If the Bidder has not installed the proposed ICS in any other correctional institutions,
theBidder must state that fact in order to meet the requirement ofthis specification.
6.3.2
It is desirable that the Bidder have at least one reference ofthe same size as the DOC
with regard to facilities and inmates. The Bidder must provide, in its response, a
description ofthis reference including the number offacilities and number ofinmates.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related·Services
DOC File Number 1000-PhOJie2006
2005
July 11,
Attachment A
Required Forms Checklist
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford; Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Attachment A
Required Forms Checklist
Bidders must complete, execute and return the following forms, which are found· under the
"Forms & Terms" tab of this solicitation on the Comm-PASS system.
D
Standard Contract Form
D
Commonwealth Terms and Conditions
D
Request for Taxpayer Identification and Verification (yV9)
D
Contractor Authorized Signatory Listing
D
Affirmative Action Plan Form
.D
Affirmative Market Program Plan
.D
Northern Ireland Notice and Certification
D
Certification ofTax Compliance
.
.,
The Bidder must complete this checklist and include it with the completed forms as an attachment to its
response to the RFR document.
~
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
. .....
.
",
'
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
t005
July 11,
Attachment B
Required Inmate Telephones
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Attachment B
Required Number of Inmate Telephone Instruments.
Location
Inside
Inmate
Telephones
Bay State Correctional Center
Boston Pre-Release Center
Bridgewater State Hospital
Lemuel· Shattuck Hospital
Correctional Center
Mass Alcohol & Substance
Abuse Center (MASAC)
Massachusetts Treatment Center
MCI - Cedar Junction
MCI - Concord
MCI - Framingham
MCI - Norfolk
MCI - Plymouth
MCI - Shirley
North Central Correctional
Institution at Gardner
Northeastern Correctional Center
Old Colony Correctional Center
Pondville Correctional Center
South Middlesex Correctional Center
Souza Baronowski Correctional
Center ( Shirley)
TOTAL
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Outside
Inmate
Telephones
24
12
18
6
0
4
0
0
0
2
3
1
2
0
0
3
18
59
79
85
64
57
'0
7
4
4
0
11
2
0
0
2
20
5
2
3
0
4
2
2
2
1
4
2
1
7
106
18
59
11
11
5
0
11
0
0
2
0
2
0
0
159
7
9
4
918"
61
49
42
13
123
Special
Mgmt Unit·
Coin
Telephones Telephones
........... ,.<t.; •. ;.....
,.
2
2
2
0
2
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000":Phone2006
2005
July 11,
Attachment C
Current Inmate Call Volume
and
Commission History
Commonwealth of Massachusetts
. 50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Attachment C
Current Inmate Call Volume and
Commission History
SUMMARY BY MONTH - ALL CALL TYPES
HiC i·iiiiiii:A!~~p~~~t:C·.. ...··HiiA1~~~I#~~H
.. ::inDat~:/::: ·.R•. . e.·.'.c.·:.·.b'r.·.'.d.'·...· :.c.·:.b.'..'h.·.,'.".r·t.·f.·.i•.••.. ·ii.i.C· "iii.Re...' '.·c.".:.b".t.'..d.'-.·.i.:•c..;;.o.::~nt.". ' . ··.T.'.;.~.'.t~.'.·:.·:.·.i.M.··.'.'.;.·.in.i.:.".··.h. t~$:
..
.•.•.
•
·.' ..
•.
............................... :~:~:::::~~ ~:::::::~: ~::::::~: ...:·
i,· :H.'C
""
,,···,···~t.(~#.)jp.t.~~ii::::i~
May, 2004
June, 2004
July, 2004
August, 2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
669,411
662,920
698,724
714,055
652,354
650,301
583,247
609,364
620,379
570,035
601,662
613,635
232,738
229,168
246,581
248,792
226,399
229,635
215,365
232,899
230,869
202,887
213,279
216,218
3,112,166
3,084,469
3,333,243
3,328,119
3,020,223
3,106,129
2,930,300
3,154,870
3,205,913
2,769,717
2,893,523
2,898,585
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
SUMMARY BY MONTH - LOCAL CALLS
.ll'lilll(il~rl::'~~~i~~i···::·:::: :liiili':((iJt~~~~W~t
May, 2004.
June, 2004
July, 2004
August, 2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005
613,380
611,730
639,164
656,074
598,851
596,281
534,843
558,139
570,581
521,088
546,790
558,694
::.• :!\.~~p~~~:::::: • • • • • • .
216,677
213,875
229,832
231,874' .
210,400
. 213,448
200,158
.216,397
214,617
186,275
1.94,924
198,386
2,907,056
2,886,776
3,111,377 .
3,l1i,321
2,815,874
2,893,064
2,724,022
2,933,423
2,985,441
2,545,174
2,643,895
2,657,781
SUMMARY BY MONTH -INTRALATA!INTRASTATE CALLS
May, 2004
June, 2004
July, 2004
August, 2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005
Commonwealth of Massachusetts
50 MapleAvenue, Suite 3
30,728
28,730
32,780
31,204
29,981
30,391
27,414
29,407
26,608
26,609
29,231
31,535
7,354
6,997
7,681
7,700
7,364
7,566
7,258.
8,062
7,072
6,974
7,167
7,630 .'
97,793
94,348
107,343
106,164
98,077
101,052
99,023
108,004
97,796
95,528
98,074
103,670
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
SUMMARY BY MONTH-INTERLATA!INTRASTATE CALLS
.'.
.'. · · •. ·•• : .:
n~i¢.··.·
... . . . . . . . . .••..•. . ::::i:\t,t~D.:ip~~t.l:nn·:.un n:.:·::::::::::::A!~~p~~~:.:·:::::·
.:::·· .• ::~~~pt~~:.:.:.:.::.·
·:T·..I{~¢9t~ld~~j)~:n::.H.: • :.:n:::~~~r4:<J~;o.J~*::: .• :.:: . ···:Ht~t}i ..1ijih~t¢$:::m: .
May, 2004
June, 2004
July, 2004
August, 2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005
25,088
22,266
26,594
26,602
23,438
23,503
20,642
21,549 .
22494
21,902
25,081
22,969
8,707
8,296
9,068
9,218
8,635
8,621
7,949
8,440
9,176
9,638
11,188
10,199
107,317
103,345
114;523
110,634
106,272
112,013
107,255
113,443
122,676
129,015
151,554
137,134
SUMMARY BY MONTH -INTERLATA!INTERSTATE CALLS
••::::::::::::::::::::::::::::::::::::::::::::::::::::::•.• . • At,t¢:mp~~t.l.n:
• • .• • • • •.• .• • •.• •.•.• • •. • .• • • •.
h•• TH~:¢~~pt,¢~::::.... . : • • • • ~¢¢ept~~ ••..•••·.•. . .
•·: :.:· • ·.:·:·.:.:jj~t¢. • · :·.· · · · · · ••• • :·RecordCount ·::·.:•• ::.f{~~~ra:¢j9~~t·... .• ·:::.:·.X~t}i'lMm~te~ .• ··"'··
:
:::
:.:::.::::
May, 2004
June, 2004
July, 2004
August, 2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005
·>1rijt~1$;
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
:::
:.. :
:
:..............
.
::::::
::.::.:
::: .. ::.::.:.:
204
194
185
175
84
126
348
210
135
173
281
159
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
COMMISSION HISTORY
Fiscal Year 2004
-
July, 2003
August, 2003
September, 2003
October, 2003
November, 2003
December, 2003
January, 2004
February, 2004
March, 2004
Apri~ 2004
May, 2004
June, 2004
206,197.19
187,177.00
188,462.97
203,332.12
184,277.84
190,937.88
222,021.26
227,792.77
171,876.99
184,778.92
262,767.17
204,909.85
$
$
$
$
$
$
$
$
$
$
$
$
490,945.69
445,659.52
448,72L36
484,124.10
438,756.76
454,614.00
528,622.05
542,363.74
409,230.93
439,949.81
625,636.12
487,880.60
$
$
$
$
$
$
$
$
$.
$
$
$
Fiscal Year 2005
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.........................
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.
........................................ ::::
..........
.
.
.
.
-
.
.
.
::::::::::;::::::::::::;:;:;:::::::::: .....
·::TQ*~":R¢Y¢.~ij¢:::::::::::.jjQCC~m~i~~.(jti.
Jul ,2004
. Au ust, 2004
Se tember,2004
October, 2004
November, 2004
December, 2004
Janu ,2005
Febru ,2005
March, 2005
A ril,2005
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
594,881.69
527,634.83
379,338.57
364,367.90
406,782.55
766,795.57
667,263.57
524,624.31
499326:90
$
$
$
$
$
$
$
$
$
$
589~396.40
.;
"~
)
$
.$
$
$
$
$
$
$
$
$
249,850.31
221,606.63
159,322.20
153,034.52
170,848.67
322,054.14
280,250.70
220,342.21
209,717.30
247,546.49
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Attachment D
Cost Tables
Commonwealth of Massachusetts'
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
Attachment D
Cost Tables
The Bidder must complete all of the following Cost Tables. The proposed Inmate Calling System
and Related Services must be provided to the Massachusetts Department of Correction at no cost
to· the DOC. Costs proposed in these Cost Tables will be the Commission Percentage paid to the
Commonwealth for all inmate calls made through the proposed system while in: Collect-only
Mode or Debit-Based.
The Bidder must include the Inmate Calling System and Related Services· according to the RFR
specifications for all goods and services. Any and all costs must be entered in U.S. currency. The
Bidder should be careful when it completes these Cost Tables because the Bidder shall be
responsible for any and all costs not included in these Cost Tables.
These cost tables must be provided in your response.
The following must be completed by the individual identified in the Contractor· Authorized
Signatory Listing.
I am authorized by the Bidder to provide these costs· and commission fee schedule in response to
. ¥.
this RFR.
Bidder Name:
Signature:
Name:
Title:
Date:
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
COST TABLE 1.0
COLLECT CALL COMMISSION FEE SCHEDULE
The following stated percentage is the figure used to calculate the monthly Commission paid to
the Mass DOC for all accepted i telephone calls placed through the Inmate· Calling System. This
percentage will be based on monthly Gross Revenue2 attributed to the Inmate Calling System for
all call traffic.
The Bidder must provide a commission rate that includes a figure to the 11100 position (as in the
example below) to ensure that no ties will be possible from proposing Bidders.
Example:
The Bidder must not leave any space in the following form blank:. Insert an appropriate. number
into each space provide even ifthe number is a zero (0).
Proposed Monthly
Commission Percentage:
I I I· I I I
I - Accepted calls are defined as those inmate collect calls positively accepted (proactively or
passively) or approved by the called party via the use of Touch Tone input.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massach~setts 02202
RFR for a Secure Inmate Calling System & Related Services
.. DOC File Number 1000-Phone2006
2005
July 11,
COST TABLE 2.0
INTERNATIONAL CALL PER-MINUTE SCHEDULE
Bidders must complete Cost Table 2.0 on the following page. Feel free to make copies for
this table for inclusion with your response.
The Cost Table on the following page must be included in the Bidder's Response., This Cost
Table provides the proposed per-minute cost for inmate calling to countries/locatio'ns outside of
the North American Dialing Plan.
This Cost Table 2.0 (International Calling Costs) completed by the Bidder will be made an
integral part of the Bidder's Contract with the DOC. The Bidder must list all countries/locations
to which it call provide collect only or direct dial (debit based) calls. In the appropriate column,
the Bidder must enter the per call surcharge, per minute rate (collect calls) and per minute rate
(direct dial).
All rates (with the exception of the per call surcharge) must be quoted on a per minute basis. No
per call minimum will be allowed for international calling.
Please do not leave any spaces empty in the Cost Table on the following page. For example, if
you provide direct dial service to the United Kingdom but do not provide access to this country in
a collect mode, place "Not Available" in the space provide for "Per Call Surcharge" and "Collect
Call Rate".
'
All costs for the proposed hardware, software, maintenance, service, etc. for the proposed Inmate
Calling System shall be the responsibility of the Bidder. No costs for such items shall be included
in Cost Table 2.0,
" '; iI
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
~
q,;'-l! '
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005
July 11,
COST TABLE 2.0
INTERNATIONAL CALL PER-MINUTE SCHEDULE
Bidders must complete Cost Table 2.0 and include it in their response. Feel free to make as
many copies for this table as required for inclusion with your response.
::::::::::::::::::::'
...
.............................
....................... .
yy~~r:~#:~J·[[[::
Commonwealth of Massachusetts .
50 Maple Avenue, Suite 3
.....................................
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...................... .. .......•.•••
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"
.
.
.
_
.
.[·[ • [.Q9~~~t.··[·:: .• ·[:[·::[tP~~¢t.· .•· ·
Department of Correction
Milford, Massachu,setts 02202
RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-PhOlle2006
.2005
July 11,
AttachmentE
Sample Inmate Telephone
Number Request Form·
. Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
RFR for a Secure Inmate Calling System & Related SeniceS
DOC File Number 1000-Phone2006
2005
July 11,
Attachment E
Sample Inmate Telephone
Number Request Form
The Bidder must provide a three part form allowing for the request of telephone numbers by the
inmate which "are used as the inmates "tall list" associated with the inmate's PIN. The Bidder
must provide these forms during the term of the contract.
The current Inmate Telephone Number Request Form is provided on the following page. The
Bidder must provide a form that is similar to this sample form.
Commonwealth of Massachusetts
50 Maple Avenue, Suite 3
Department of Correction
Milford, Massachusetts 02202
