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MD Contract with T-Netix-Securus 2012

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DPSCS Q0012042
T-NETIX Telecommunications Services, Inc.
THIS CONTRACT is made this 1sT day of January 2012 by and between and the STATE OF
CORRECTIONAL SERVICES, (herein know as the Agency) and T-NETIX, a wholly -owned
subsidiary of SECURUS Technologies ("the Contractor").
IN CONSIDERATION of the premises and the covenants herein contained, the parties agree as

In this Contract, the following words have the meanings indicated:


"Contractor" means T-NETIX Telecommunications Services, Inc., a wholly-owned subsidiary of
SECURUS TECHOLOGIES whose principal business address is 14651 Dallas Parkway, Sixth
Floor, Dallas, TX 75254-7476.


"Department" means the Maryland Department of Public Safety and Correctional Services.


"Procurement Officer" means Joselyn Hopkins or her successor or alternate as designated under
Maryland law.


"State" means the State of Maryland.


Scope of Work


The Contractor shall provide services under this Contract in accordance with this Contract, the
Contract Affidavit (Exhibit A to the Contract), and the Scope of Work (Exhibit B to the
Contract). The following exhibits are attached and incorporated herein by reference. If there is a
conflict between this Contract and the Exhibits, the terms of the Contract shall govern. If there is
any conflict among the Exhibits, the following order of precedence shall determine the prevailing
Exhibit A - The Contract Affidavit
Exhibit B - Scope of Service
Exhibit C - Living Wage Requirement
Exhibit D- MBE Requirement

The Procurement Officer may, at any time, by written order, make changes in the work within the
general scope of the Contract. No other order, statement or conduct of the Procurement Officer
or any other person shall be treated as a change or entitle the Contractor to an equitable
adjustment under this section. Except as otherwise provided in this Contract, if any change under
this section causes an increase or decrease in the Contractor' s cost of, or the time required for, the
performance of any part of the work, whether or not changed by the order, an equitable
adjustment in the Contract price shall be made and the Contract modified in writing accordingly.
The Contractor shall assert in writing its right to an adjustment under this section within thirty
(30) days of receipt of written change order and shall include a written statement setting forth the
nature and cost of such claim. No claim by the Contractor shall be allowed if asserted after final
payment under this Contract. Failure to agree to an adjustment under this section shall be a
dispute under the Disputes clause. Nothing in this section shall excuse the Contractor from
proceeding with the Contract as changed. Modifications to this Contract may be made provided
(a) the modifications are made in writing; (b) all parties sign the modifications; and (c) approval
by the required agencies, as described in COMAR 21.07 .01.04, is obtained.

Time for Performance
Unless terminated earlier as provided in this Contract, the Contractor shall provide the services
for the period beginning on or about January 1,2012 and ending on December 31,2012.


Consideration and Payment


Call rates and Commission rates are as follows :

Call Rates




1"t Min
Add'i Min

See Table Below
See Table Below


l SI Min
Add'i Min




IntraLATAI Collect Rates

IntraLATA Call Rates
Period 1

1 to 10
11 to 16
17 to 22
23 to 30
31 to 40
41 to 55
56 to 70
71 to 124



Each 1

Period 1


Each 1

Night &
Period 1

Night &
Each 1

Commissions Summary








Payment of Commissions by the Contractor to the Department of Public Safety and Correctional
Services (DPSCS) shall be made no later than 30 days after the close of the last billing cycle for
equipment/services located on the properties ofDPSCS.


Commission payments made more than 30 days after the close of the billing cycle are considered
late. Late payments are subject to accrual of interest at a rate of 9% per annum commencing on
the 31 st day after the close of the billing cycle.


Contractor agrees that all personnel identified in its bid, or personnel of equal qualifications, shall
be assigned to perform the terms of this contract.


All information provided to the Contractor by the Department, regardless of nature or manner of
storage, including, without limitation, information or data stored within the Department's
computer systems shall be held in absolute confidence by the Contractor. The Contractor may
disclose such confidential information to its officers, agents and employees only to the extent that
such disclosure is necessary for the performance of their duties under this Contract.


Loss of Data
In the event of loss of any State data or records where such loss is due to the intentional act or
omission or negligence of the contractor or any of its subcontractors or agents, the Contractor
shall be responsible for recreating such lost data in the manner and on the schedule set by the
Procurement Officer.


Insurance Requirements
The Contractor shall maintain general liability insurance with a minimum of $300,000 per
occurrence and $500,000 aggregate coverage. The State of Maryland shall be named as an
additional named insured on all liability policies (Workers' Compensation excepted) and
certificates of insurance evidencing this coverage shall be provided prior to the commencement of
the contract.


Non-Hiring of Employees
No official or employee of the State of Maryland, as defined under State Government Article, 15102, Annotated Code of Maryland, whose duties as such official or employee include matters
relating to or affecting the subject matter of this contract, shall during the pendency and term of
this contract and while serving as an official or employee of the State become or be an employee
of the contractor or any entity that is a subcontractor on this contract.


This Contract shall be subject to the provisions of Title 15, Subtitle 2, of the State Finance and
Procurement Article of the Annotated Code of Maryland, as from time to time amended, and
COMAR 21.10 (Administrative and Civil Remedies). Pending resolution ofa claim, the
Contractor shall proceed diligently with the performance of the Contract in accordance with the
Procurement Officer's decision. Unless a lesser period is provided by applicable statute,
regulation, or the Contract, the Contractor shall file a written notice of claim with the
Procurement Officer within 30 days after the basis for the claim is known or should have been
known, whichever is earlier. Contemporaneously with or within 30 days of the filing of a notice
of claim, but no later than the date of final payment under the Contract, the Contractor shall
submit to the Procurement Officer its written claim containing the information specified in


Maryland Law
This Contract shall be construed, interpreted, and enforced according to the laws of the State of


Nondiscrimination in Employment
The Contractor agrees: (a) not to discriminate in any manner against an employee or applicant for
employment because of race, color, religion, creed, age, sex, marital status, national origin,
ancestry, or physical or mental handicap unrelated in nature and extent so as reasonably to
preclude the performance of such employment; (b) to include a provision similar to that contained
in subsection (a), above, in any underlying subcontract except a subcontract for standard
commercial supplies or raw materials; and (c) to post and to cause subcontractors to post in
conspicuous places available to employees and applicants for employment, notices setting forth
the substance of this clause.


Contingent Fee Prohibition
The contractor, architect, or engineer (as applicable) warrants that it has not employed or retained
any person, partnership, corporation, or other entity, other than a bona fide employee or agent
working for the contractor, architect, or engineer, to solicit or secure this agreement, and that it
has not paid or agreed to pay any person, partnership, corporation, or other entity, other than a
bona fide employee or agent, any fee or any other consideration contingent on the making of this


Nonavailability of Funding
If the General Assembly fails to appropriate funds or iffunds are not otherwise made available
for continued performance for any fiscal period ofthis Contract succeeding the first fiscal period,
this Contract shall be canceled automatically as ofthe beginning ofthe fiscal year for which
funds were not appropriated or otherwise made available; provided, however, that this shall not
affect either the State's rights or the Contractor's rights under any termination clause in this
Contract. The effect of termination of the Contract hereunder shall be to discharge both the
Contractor and the State from future performance of the Contract, but not from their rights and
obligations existing at the time of termination. The Contractor shall be reimbursed for the
reasonable value of any nonrecurring costs incurred but not amortized in the price of the Contract.
The State shall notify the Contractor as soon as it has knowledge that funds may not be available
for the continuation of this Contract for each succeeding fiscal period beyond the first.


Termination for Default
If the Contractor fails to fulfill its obligations under this Contract properly and on time, or
otherwise violates any provision of the Contract, the State may terminate the Contract by written
notice to the Contractor. The notice shall specify the acts or omissions relied upon as cause for
termination. All finished or unfinished work provided by the Contractor shall, at the State's
option, become the State's property. The State of Maryland shall pay the Contractor fair and
equitable compensation for satisfactory performance prior to receipt of notice of termination, less
the amount of damages caused by the Contractor's breach. If the damages are more than the
compensation payable to the Contractor, the Contractor shall remain liable after termination and
the State can affirmatively collect damages. Termination hereunder, including the termination of
the rights and obligations of the parties, shall be governed by the provisions of COMAR


Termination for Convenience
The performance of work under this Contract may be terminated by the State in accordance with
this clause in whole, or from time to time in part, whenever the State shall determine that such
termination is in the best interest ofthe State. The State shall pay all reasonable costs associated
with this Contract that the Contractor has incurred up to the date of termination, and all
reasonable costs associated with termination of the Contract; provided, however, the Contractor
shall not be reimbursed for any anticipatory profits that have not been earned up to the date of
termination. Termination hereunder, including the determination of the rights and obligations of
the parties, shall be governed by the provisions of COMAR (A) (2).


Delays and Extensions of Time
The Contractor agrees to perform this agreement continuously and diligently. No charges or
claims for damages shall be made by the Contractor for any delays or hindrances, regardless of
cause, in the performance of services under this Contract. Time extensions shall be granted only
for excusable delays that arise from unforeseeable causes beyond the control and without the fault
or negligence of the Contractor, including but not restricted to acts of God, acts of the public
enemy, acts of the State in either its sovereign or contractual capacity, acts of another contractor
in the performance of a contract with the State, fires, floods, epidemics, quarantine restrictions,
strikes, freight embargoes, or delays of subcontractors or suppliers arising from unforeseeable
causes beyond the control and without the fault or negligence of either the Contractor or the
subcontractors or suppliers.


Suspension of Work
The Procurement Officer unilaterally may order the Contractor in writing to suspend, delay, or
interrupt all or any part of its performance for such period of time as the Procurement Officer
may determine to be appropriate for the convenience of the State.


Pre-Existing Regulations
In accordance with the provisions of Section 11-206 of the State Finance and Procurement
Article, Annotated Code of Maryland, as from time to time amended, the regulations set forth in
Title 21 ofthe Code of Maryland Regulations (COMAR 21) in effect on the date of execution of
this Contract are applicable to this Contract.


Financial Disclosure
The Contractor shall comply with the provisions of Section 13-221 of the State Finance and
Procurement Article ofthe Annotated Code of Maryland, as from time to time amended, which
requires that every business that enters into contracts, leases, or other agreements with the State
of Maryland or its agencies during a calendar year under which the business is to receive in the
aggregate, $100,000 or more, shall within 30 days of the time when the aggregate value of these
contracts, leases or other agreements reaches $100,000, file with the Secretary of the State of
Maryland certain specified information to include disclosure of beneficial ownership of the


Political Contribution Disclosure
The Contractor shall comply with the provisions of Election Law Article, Sections 14-101
through 14-108 ofthe Annotated Code of Maryland, which require that every person that enters
into contracts, leases, or other agreements with the State of Maryland, a county or an incorporated
municipality or their agencies, during a calendar year under which the person receives in the
aggregate, $100,000 or more, shall, file with the State Board of Elections a statement disclosing
contributions in excess of $500 made during the reporting period to a candidate for elective office
in any primary or general election. The statement shall be filed with the State Board of Elections:
(l) before a purchase or execution of a lease or contract by the State, a county, an incorporated
municipality, or their agencies, and shall cover the preceding two calendar years; and (2) if the
contribution is made after the execution of a lease or contract, then twice a year, throughout the
contract term, on: (a) February 5, to cover the 6-month period ending January 31; and (b) August
5, to cover the 6-month period ending July 31.


Retention of Records
The Contractor shall retain and maintain all records and documents in any way relating to this
Contract for three years after final payment by the State of Maryland under this Contract or any
applicable statute of limitations, whichever is longer, and shall make them available for
inspection and audit by authorized representatives of the State, including the Procurement Officer
or the Procurement Officer's designee, at all reasonable times. All records related in any way to
the Contract are to be retained for the entire time provided under this section.


Compliance with Laws
The Contractor hereby represents and warrants that:



It is qualified to do business in the State of Maryland and that it shall take such action as,
from time to time hereafter, may be necessary to remain so qualified;


It is not in arrears with respect to the payment of any monies due and owing the State of
Maryland, or any department or unit thereof, including but not limited to the payment of
taxes and employee benefits, and that it shall not become so in arrears during the term of
this Contract;


It shall comply with all federal, State and local laws, regulations, and ordinances
applicable to its activities and obligations under this Contract; and,


It shall obtain, at its expense, all licenses, permits, insurance, and governmental
approvals, if any, necessary to the performance of its obligations under this Contract.

Cost and Price Certification
By submitting cost or price information, the Contractor certifies to the best of its knowledge that
the information submitted is accurate, complete, and current as of the date of its bid or offer.
The price under this Contract and any change order or modification hereunder, including profit or
fee, shall be adjusted to exclude any significant price increases occurring because the Contractor
furnished cost or price information, which as of the date of its bid or offer, was inaccurate,
incomplete, or not current.


Subcontracting; Assignment
The Contractor may not subcontract any portion of the services provided under this Contract
without obtaining the prior written approval of the State of Maryland, nor may the Contractor
assign this Contract or any of its rights or obligations hereunder, without the prior written
approval of the State. Any such subcontract or assignment shall include the terms of sections 13,
and 15 through 28 of this Contract and any other terms and conditions that the State deems
necessary to protect its interests. The State shall not be responsible for the fulfillment of the
Contractor's obligations to its subcontractors.




The Contractor shall indemnifY the State against liability for any claims, damages, loss, costs,
expenses, suits, or actions of any character arising from or relating to the performance of the
Contractor or its subcontractors under this Contract.


The State of Maryland has no obligation to provide legal counselor defense to the Contractor or
its subcontractors in the event that a suit, claim or action of any character is brought by any
person not party to this Contract against the Contractor or its subcontractors as a result of or
relating to the Contractor's obligations under this Contract.


The State has no obligation for the payment of any judgments or the settlement of any claims
against the Contractor or its subcontractors as a result of or relating to the Contractor's
obligations under this Contract.


The Contractor shall immediately notifY the Procurement Officer of any claim or suit made or
filed against the Contractor or its subcontractors regarding any matter resulting from or relating to
the Contractor's obligations under the Contract, and shall cooperate, assist, and consult with the
State in the defense or investigation of any claim, suit, or action made or filed against the State as
a result of or relating to the Contractor's performance under this Contract.


Commercial Nondiscrimination


As a condition of entering into this Contract, Contractor represents and warrants that it will
comply with the State's Commercial Nondiscrimination Policy, as described under Title 19 of the
State Finance and Procurement Article of the Annotated Code of Maryland. As part of such
compliance, Contractor may not discriminate on the basis of race, color, religion, ancestry or
national origin, sex, age, marital status, sexual orientation, or on the basis of disability or other
unlawful forms of discrimination in the solicitation, selection, hiring, or commercial treatment of
subcontractors, vendors, suppliers, or commercial customers, nor shall Contractor retaliate against
any person for reporting instances of such discrimination. Contractor shall provide equal
opportunity for subcontractors, vendors, and suppliers to participate in all of its public sector and
private sector subcontracting and supply opportunities, provided that this clause does not prohibit
or limit lawful efforts to remedy the effects of marketplace discrimination that have occurred or
are occurring in the marketplace. Contractor understands that a material violation of this clause
shall be considered a material breach of this Agreement and may result in termination of this
Contract, disqualification of Contractor from participating in State contracts, or other sanctions.
This clause is not enforceable by or for the benefit of, and creates no obligation to, any third


The Contractor shall include the above Commercial Nondiscrimination clause, or similar clause
approved by the DPSCS, in all subcontracts.


As a condition of entering into this Contract, upon the Maryland Human Relations Commission's
request, and only after the filing of a complaint against Contractor under Title 19 of the State
Finance and Procurement Article, as amended from time to time, Contractor agrees to provide
within 60 days after the request a complete list of the names of all subcontractors, vendors, and
suppliers that Contractor has used in the past 4 years on any of its contracts that were undertaken
within the state of Maryland, including the total dollar amount paid by Contractor on each
subcontract or supply contract. Contractor further agrees to cooperate in any investigation
conducted by the State pursuant to the State's Commercial Nondiscrimination Policy as set forth
under Title 19 of the State Finance and Procurement Article of the Annotated Code of Maryland,
and to provide any documents relevant to any investigation that are requested by the State.
Contractor understands that violation of this clause is a material breach of this Contract and may
result in contract termination, disqualification by the State from participating in State contracts,
and other sanctions.


Prompt Payment Requirements and MBE Compliance


If a Contractor withholds payment of an undisputed amount to its subcontractor, the Department,
at its option and in its sole discretion, may take one or more of the following actions: (a) Not
process further payments to the Contractor until payment to the subcontractor is verified (b)
Suspend all or some of the contract work without affecting the completion date(s) for the contract
work; (c) Payor cause payment of the undisputed amount to the subcontractor from monies
otherwise due or that may become due; (d) Place a payment for an undisputed amount in an
interest-bearing escrow account; or (e) Take other or further actions as appropriate to resolve the
withheld payment.


An "undisputed amount" means an amount owed by a Contractor to a subcontractor for which
there is no good faith dispute. Such "undisputed amounts" include, without limitation, (a)
retainage which had been withheld and is, by the terms of the agreement between the Contractor
and subcontractor, due to be distributed to the subcontractor and (b) an amount withheld because
of issues arising out of an agreement or occurrence unrelated to the agreement under which the
amount is withheld.


An act, failure to act, or decision of a procurement officer or a representative of the Department,
concerning a withheld payment between a Contractor and subcontractor under this provision, may
not: (a) Affect the rights of the contracting parties under any other provision of law; (b) Be used
as evidence on the merits of a dispute between the Department and the Contractor in any other
proceeding; or (c) Result in liability against or prejudice the rights of the Department.


The remedies enumerated above are in addition to those provided under COMAR
with respect to subcontractors that have contracted pursuant to the Minority Business Enterprise


To ensure compliance with certified MBE subcontract participation goals, the Department may,
consistent with COMAR, take the following measures:
(a) Verify that the certified MBEs listed in the MBE participation schedule actually are
performing work and receiving compensation as set forth in the MBE participation schedule.
(b) This verification may include, as appropriate:
i. Inspecting any relevant records of the Contractor;

ii. Inspecting the jobsite; and
iii. Interviewing subcontractors and workers.
iv. Verification shall include a review of:
a. The Contractor's monthly report listing unpaid invoices over 30 days old from certified
MBE subcontractors and the reason for nonpayment; and
b. The monthly report of each certified MBE subcontractor, which lists payments received
from the Contractor in the preceding 30 days and invoices for which the subcontractor
has not been paid.
(c) If the Department determines that a Contractor is in noncompliance with certified MBE
participation goals, then the Department will notify the Contractor in writing of its findings,
and will require the Contractor to take appropriate corrective action. Corrective action may
include, but is not limited to, requiring the Contractor to compensate the MBE for work
performed as set forth in the MBE participation schedule.
(d) If the Department determines that a Contractor is in material noncompliance with MBE
contract provisions and refuses or fails to take the corrective action that the Department
requires, then the Department may:
i. Terminate the contract;
ii. Refer the matter to the Office of the Attorney General for appropriate action; or
iii. Initiate any other specific remedy identified by the contract, including the contractual
remedies required by this Directive regarding the payment of undisputed amounts.
(e) Upon completion of the contract, but before final payment or release of retain age or both, the
contractor shall submit a [mal report, in affidavit form under the penalty of perjury, of all
payments made to, or withheld from MBE subcontractors.




Any person who is an employee or agent of the Contractor or subcontractor and who enters the
premises of a facility under the jurisdiction of the Department may be searched, fingerprinted (for
the purpose of a criminal history background check), photographed and required to wear an
identification card issued by the Department. Further, the Contractor, its employees and agents
and subcontractor's employees and agents shall not violate any provisions of Title 9, Subtitle 4 of
the Criminal Law Article of the Annotated Code of Maryland and such other security regulations
of the Department about which they may be informed from time to time. The failure of any of the
Contractor's or subcontractor's employees or agents comply with any provision of this Section 29
of this contract is sufficient grounds for this Department to immediately terminate this contract
for default.


The Contractor shall comply with the MD Information Technology Security Policy and Standards
available on line at:
http://wW\ .dbm.:marvland.2: v/dbm contentldbrn ta oL1(mw!securitv!pr,e ventionlitssecuritvpolic.i




Contract Manager. The work to be accomplished under this Contract shall be performed under the
direction of the Warden Carroll Parrish.


Notices. All notices hereunder shall be in writing and either delivered personally or sent by
certified or registered mail, postage prepaid as follows:
If to the State:

Joselyn Hopkins, Procurement Director
Department of Public Safety and Correctional Services
300 E. Joppa Road, Suite 1000
Baltimore, MD 21215
Phone: (410) 339-5013
(410) 339-4240

If to the Contractor: (To be completed by Contractor)
T-NETIX Telecommunications Services, Inc.
Dennis Reinhold, General Counsel, Vice President and Secretary
14651 Dallas Parkway, Suite 600
Dallas, TX 75254-8815
IN WITNESS THEREOF, the parties have executed this Contract as of the date hereinabove set

By: Robert Pickens
Chief Operating Officer






sufficiency this





, 2011.

~ iJ1)t#..
Assistant Attorney General



I, Robert Pickens, (print name), possess the legal authority to make this
The business named above is a (check applicable box):

Corporation - 0 domestic or 0 foreign;
Limited Liability Company - 0 domestic or 0 foreign;
Partnership - 0 domestic or 0 foreign;
Statutory Trust - 0 domestic or 0 foreign;
0 Sole Proprietorship.

and is registered or qualified as required under Maryland Law. I further affirm that
the above business is in good standing both in Maryland and (IF APPLICABLE) in the
jurisdiction where it is presently organized, and has filed all of its annual reports, together
with filing fees, with the Maryland State Department of Assessments and Taxation. The
name and address of its resident agent (IF APPLICABLE) filed with the State
Department of Assessments and Taxation is:
Name and Department ID Number: Wes Kinter, Corp. Assist (a partner with
National Registered Agents, Inc. - NRAI our "primary" registered agent) ID
Number F03440179
Address: 836 Park Avenue, 2nd Floor, Baltimore, MD 21201
and that if it does business under a trade name, it has filed a certificate with the State
Department of Assessments and Taxation that correctly identifies that true name and
address of the principal or owner as:




Address:- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - C. FINANCIAL DISCLOSURE AFFIRMATION


I am aware of, and the above business will comply with, the provisions of State
Finance and Procurement Article, § 13-221, Annotated Code of Maryland, which require
that every business that enters into contracts, leases, or other agreements with the State of
Maryland or its agencies during a calendar year under which the business is to receive in
the aggregate $100,000 or more shall, within 30 days of the time when the aggregate
value of the contracts, leases, or other agreements reaches $100,000, file with the
Secretary of State of Maryland certain specified information to include disclosure of
beneficial ownership of the business.
I am aware of, and the above business will comply with, Election Law Article,
§§14-101 - 14-108, Annotated Code of Maryland, which requires that every person that
enters into contracts, leases, or other agreements with the State of Maryland, including its
agencies or a political subdivision of the State, during a calendar year in which the person
receives in the aggregate $100,000 or more shall file with the State Board of Elections a
statement disclosing contributions in excess of $500 made during the reporting period to
a candidate for elective office in any primary or general election.

(Applicable to all contracts unless the contract is for a law enforcement agency and the
agency head or the agency head's designee has determined that application of COMAR
21.11.08 and this certification would be inappropriate in connection with the law
enforcement agency's undercover operations.)
(1) Terms defined in COMAR 21.11.08 shall have the same meanings when used in
this certification.
(2) By submission of its bid or offer, the business, if other than an individual,
certifies and agrees that, with respect to its employees to be employed under a contract
resulting from this solicitation, the business shall:
(a) Maintain a workplace free of drug and alcohol abuse during the term of the
(b) Publish a statement notifying its employees that the unlawful manufacture,
distribution, dispensing, possession, or use of drugs, and the abuse of drugs or alcohol is
prohibited in the business' workplace and specifying the actions that will be taken against
employees for violation ofthese prohibitions;

(c) Prohibit its employees from working under the influence of drugs or alcohol;
(d) Not hire or assign to work on the contract anyone who the business knows, or
in the exercise of due diligence should know, currently abuses drugs or alcohol and is not
actively engaged in a bona fide drug or alcohol abuse assistance or rehabilitation
(e) Promptly inform the appropriate law enforcement agency of every drug-related
crime that occurs in its workplace if the business has observed the violation or otherwise
has reliable information that a violation has occurred;
(f) Establish drug and alcohol abuse awareness programs to inform its employees

The dangers of drug and alcohol abuse in the workplace;
The business's policy of maintaining a drug and alcohol free workplace;
(iii) Any available drug and alcohol counseling, rehabilitation, and employee
assistance programs; and
(iv) The penalties that may be imposed upon employees who abuse drugs and
alcohol in the workplace;
(g) Provide all employees engaged in the performance of the contract with a copy
of the statement required by §E(2)(b), above;
(h) Notify its employees in the statement required by §E(2)(b), above, that as a
condition of continued employment on the contract, the employee shall:
(i) Abide by the terms of the statement; and
(ii) Notify the employer of any criminal drug or alcohol abuse conviction for an
offense occurring in the workplace not later than 5 days after a conviction;
(i) Notify the procurement officer within 10 days after receiving notice under
§E(2)(h)(ii), above, or otherwise receiving actual notice of a conviction;
G) Within 30 days after receiving notice under §E(2)(h)(ii), above, or otherwise
receiving actual notice of a conviction, impose either of the following sanctions or
remedial measures on any employee who is convicted of a drug or alcohol abuse offense
occurring in the workplace:
(i) Take appropriate personnel action against an employee, up to and induding
termination; or
(ii) Require an employee to satisfactorily participate in a bona fide drug or
alcohol abuse assistance or rehabilitation program; and
(k) Make a good faith effort to maintain a drug and alcohol free workplace through
implementation of §E(2)(a)-G), above.

(3) If the business is an individual, the individual shall certify and agree as set forth
in §E(4), below, that the individual shall not engage in the unlawful manufacture,
distribution, dispensing, possession, or use of drugs or the abuse of drugs or alcohol in
the performance of the contract.
(4) I acknowledge and agree that:
(a) The award of the contract is conditional upon compliance with COMAR
21.11.08 and this certification;
(b) The violation of the provisions of COMAR 21.11.08 or this certification shall
be cause to suspend payments under, or terminate the contract for default under COMAR or, as applicable; and
(c) The violation of the provisions of COMAR 21.11.08 or this certification in
connection with the contract may, in the exercise of the discretion of the Board of Public
Works, result in suspension and debarment of the business under COMAR 21.08.03.
To the best of my knowledge, information, and belief, each of the affirmations,
certifications, or acknowledgements contained in that certain Bid/Proposal Affidavit
, 20_ , and executed by me for the purpose of obtaining the contract to
which this Exhibit is attached remains true and correct in all respects as if made as of the
date of this Contract Affidavit and as if fully set forth herein.

12.-( ~ I II

By: Robert Pickens (printed name of Authorized Representative and Affiant)

_...!.U~~4~L~_~________ (signature of Authorized Representative and


Both parties agree to add to the contract, a facility configuration document that
will identify the specific equipment, features and functions that will provide
service at each facility. The facility configuration document will be executed prior
to the system installation at each site and will take precedence in the event of a
conflict between this Exhibit B and the facility configuration document. The
parties further agree that in the event they fail to be able to negotiate an
acceptable configuration document for a particular site, this Exhibit B will be
modified to identify the specific services that will be provided for that site, and
such modification will supersede this Exhibit B.

111 • • • • • " . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ,IJ . . . . . . . . . . . . . . . . . . . . . ... . t.a . . . . . . . . . . . . . . . . . . . . . . . . . . . .

COVER LETTER ....................................................................................................

f • • ' • • • • • r . . . . . . . . . r . •• IF • .-.-....


EXECUTIVE SUMMARy .................................................................................................................... 19

INTRODUCTION ••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 25
STATEMENT OF WORK ..............

III . . . . . . . . II • • •

a . . . . . . . . . . . . . . . . . . . . . . . . . . a ••••••• a ••••••••••••••••••••••••••••••••••••••••••••••••••••••••


THE T-NETIX SERVICE COMMITMENT ............................................................................................ 41
CORRECTIONAL BILLING SERViCES ................................................................................................ 43
MINORITY BUSINESS ENTERPRISE (MBE) PARTICIPATION ............................................................. 44

IMPLEMENTATION PLAN •••••••••••••••••••••.•.••••.••..••••••••• "•••••.•.......•.••....••••••.••.•••••••••••..••••••.••••••...••••.•...• 45
FINANCIAL PLAN .. ..........................................................................................................................



Maryland Department of Public Safety and Correctional Services July 9, 2008
Office of Procurement
300 East Joppa Rd.
Towson, Maryland 21286 - 3020

Technologies, through
it's wholly owned
subsidiary, T-NETIX
Telecommunications Services, Inc., is pleased to submit our proposal to Maryland
Department of Public Safety and Correctional Services to provide Inmate Telephone
Services to all Maryland DPSCS facilities for the two years of 2009 and 2010. Our
Statement of Work below provides for a comprehensive inmate telecommunications
solution that will provide the State with unmatched administrative and investigative
We have been providing inmate telephone service at your twenty - six facilities for many
years and as a result feel that we understand the unique requirements of the Maryland
State Correctional facilities. In our proposal you will see why approximately 3 out of 5
correctional facilities in the United States empower T-NETIX to be their "Most Valued
T-NETIX will install at all Maryland DOC facilities a new inmate Call
new system will be all digital with digitally transmitted calls.
transmission flow will allow more calls to be completed as
investigative and fraud tracking programs such as much clearer
more accurate 3-way call detection capability.

Control Platform. The
This digitally "clean"
well as add to the
call recordings and a

This digital platform allows for inbound voicemail to the inmates (a potential brand new
revenue stream for the State). Inmates' families and friends will be able to leave a voice
mail message for approximately the cost of a local call.
This digital platform will also allow for upgrades to be added to the system from our
headquarters in Dallas - no need for a technician to visit in order to add the upgrade.
Many repairs will also be accomplished remotely with this new system.
There will no longer be a fear of losing data as a result of a hard drive crash. The call
recordings will be backed up with our fully redundant system for future access.
State investigators, with proper passwords, will be able to access the system from any
PC with internet capability - their State desktop or even their home PC's.
As an additional incentive for a contract extension to the State, T-NETIX is willing to
forgo increasing call rates as provided for in the current contract for this year, and any
agreed upon extension period.
T-NETIX appreciates the opportunity to continue serving the Maryland Department of
Public Safety and Correctional Services. We are excited about the advanced technology
we are able to offer and are confidant that Maryland will be pleased with it as well.


SECURUS Technologies, Inc. is the result of a merger in 2004 which brought
together two of the industry's most experienced and recognized companies; T~NETIX and
Evercom Systems, Inc. I am very proud to share that in the months since our merger,
we have successfully combined the best of all resources that each previous company
had to offer. Today, we have an unmatched
patent portfolio, a world-class Network Operations Center, the most widely used calling
platform and above all, we are financially solid as a rock.
Please contact me with any questions that you may have.


Arthur Heckel
Sales Vice President



T-NETIX Telecommunications Services, Inc. is pleased to present this proposal for
Maryland Department of Public Safety and Correctional Services Inmate Telephone
Services. The T-NETIX digitally "clean" Secure Connect Network (SCN) will provide your
facilities with an unsurpassed combination of:

Single-Source Provider
Providing Local and Long Distance Collect Calling
Commitment to Technological Advancements
Superior Security Controls
Commitment to Exceptional Service
Proven Inmate Telecommunications Experience
Commitment to Call Completion and Affordable Inmate Calling Rate Plans


T-NETIX is a fully integrated company that excels in providing end-to-end technology
solutions to the corrections and law enforcement community. As a single-source
provider in this industry, T-NETIX designs, installs, operates and maintains sophisticated
technologies including inmate telephone systems, alternative calling options, automated
information management systems, dedicated direct billing operations and validation
services, and provides comprehensive customer service for both of your correctional
facilities and the recipients of inmate calls. The corrections and law enforcement
community is our ONLV business.



T-NETIX has dedicated local employees to service the needs of our customers. T-NETIX
will continue to provide site administrators (SA) to report to your facilities that have a
need for on-site administration to periorm administrative work on our system and, in
some cases, will periorm minor repairs when needed. T-NETIX will also provide Field
Service Technicians (FST) to perform more thorough, system service, as needed. Our
SA's and FST's are Maryland residents, located in Maryland, and are highly respected by
the correctional facilities that they service throughout the State of Maryland. Lisa
Hunter, Regional Field Service Manager, and Jim Lamont, Territory Manager, are also
Maryland residents,

T-NETIX being the largest vendor-operator of Inmate Telephone Services, holds 50
patents and more than 80 patents pending. There is no other


• 11 3-Walj Patents
• 17 Ca II Processing
• 3 Call Recording
• /11 1(';/

• 2 E- Messaging


• 17 Other Innovations

·:·80 New Patents in

_ =-.T-':___ ci


--- ..--=- '"


::.."':...--=.:....-:-: ::::~; .... ~

.... .... ! -

company in this industry that even comes close to that technology portfolio. Patents on
fundamental aspects of Inmate Call Processing, 3-way Call Conferencing and
Forwarding, Call Recording and Monitoring, two way messaging are the results of years
of research of some 100 Information Technology and Product Management professionals
aimed at working with industry players and other technology companies to support
mission statement of correctional customers such as you.
T-NETIX' 3-way conferencing detection algorithm firmly sets us apart by consistently
demonstrating reliability and accuracy at the
previously unattainable level of 96%. Inmates
blowing into the phone, banging the phones or
otherwise creating an ambient noise will no longer
be able to bypass system's security features and
continue their criminal activities.

T-NETIX will provide the State of Maryland with the
services to:

f4.ccuracg for
3-wag Carl

This is accomplished by thorough call screening measures set in the T-NETIX Secure
Connect Network (SeN) based upon the broadest range of call blocking capabilities
available. A key component to our System is our patented Three-Way Call Detection
and Blocking System, which prevents inmates from contacting unauthorized parties
through conference calling. The three-way call detection included in our SCN
platform is the best three-way we have ever provided. Due to the digital cleanness of
the call transmission three way attempts are detected and disconnected at an even
higher rate than with our previous systems.

T-NETIX' Secure Connect Network (SCN) is one of the only VoIP, digitally transmitted
systems in the industry. This assures that all SCN calls will utilize the digital
transmission flow. "Clean" digital transmission is not only a more efficient means of
transport, assuring more calls are completed (and operational efficiencies achieved)
but also increases the effectiveness of

investigative and fraud tracking programs such as three way call detection and word
search applications.
The SCN platform also allows for immediate system upgrades and repairs from our
central location, eliminating the need for a field technician to access your system on
SCN technology also allows T-NETIX to remotely monitor not only hardware issues
but also to pro-actively monitor call flow activity, data transmissions and specific
phone activity, to assure your system is running at peak performance.
T-NETIX is committed to providing local service for our customers with three fulltime TNETIX technicians located in Maryland. The State can be assured that any service issues
that can not be addressed remotely will be provided with experienced local on·site
T-NETIX provides superior customer service capabilities from state·of-the-art customer
service centers located in Dallas, Texas and Toronto, Canada. Correctional Billing
Services (CBS) manages billing inquiries, payment plans, setup of prepaid accounts, as
well as end-user issues related to call blocking and unblocking. T-NETIX simply will not
allow the State to be burdened with the responsibility of handling inmate calling inquiries
and disputes. Your facilities have been using CBS for over three years and have noticed
more easily resolved billing issues and attention to customers' needs such as, advanced
collect accounts, than ever before, resulting in more satisfied inmates and their families.
When establishing an advanced collect account or replenishing one there will be no fee
charged to the customer who mails their payment to CBS directly. CBS only charges a
fee if the customer uses a credit or debit card over the phone or on our website.
We utilize a call distribution system to automatically manage the flow of inbound
customer calls, an event tracking system, Help Desk Expert Automation Tool (HEAT) to
enable us to track a customer issue from the time it is received until it is resolved and
sophisticated management staffing software to enable T-NETIX to match our staff to the
needs of Maryland.
T-NETIX has been providing inmate call processing to the corrections industry since
1986. T-NETIX provides inmate communications systems and services to approximately
3,100 correctional facilities nationwide, processing approximately 30 million call
transactions per month across 52,000 lines. T-NETIX offers these services either directly
or through partnerships with many of the largest communications companies in the
With over 900 employees and 20 years in the inmate calling business, we bring
immeasurable industry experience to meet the requirements of the State of Maryland.
Our industry knowledge coupled with the strength of our service personnel will provide
the State with unmatched service and support.
T-NETIX' inmate calling rate plans will continue to provide inmates and their families with
affordable rates for local and long distance calls to their families and friends. You will

see in our price proposal that T-NETIX has offered the same very attractive call rates for
the inmate calls from your facilities.
Our overall objective is to demonstrate, beyond a shadow of a doubt, that T-NETIX can
successfully address Maryland DPSCS's inmate telephone requirements, process the
highest number of completed calls, provide the most advanced and widely used inmate
calling system today and most importantly, provide world-class support for years to
A skilled team of professionals at Correctional Billing Services (CBS) work with both the
facility and the families and friends of inmates in your facilities to provide prepaid and
direct billing alternatives to inmate collect phone calls. The team works with facilities to
arrange for inmates' families and friends to establish prepaid accounts. CBS receives
calls from these families and friends to establish and maintain those accounts. In
addition, the team proactively contacts families and friends of inmates who have been
blocked from receiving collect calls due to poor credit with their local phone companies.
They are offered the opportunity to establish a prepaid alternative to collect calling,
giving them the opportunity to maintain contact with incarcerated loved ones in spite of
credit restrictions. This also allows the families to budget the amount they can afford for
inmate calling.
Billing is handled by Correctional Billing Services (CBS), a division of SECURUS
Technologies. CBS professionals provide dedicated customer care to the called party.
An automated system is available 24 hours per day. CBS may be reached by calling 1800-844-6591. Additionally, customers may obtain personal account access through our
web site at or by emailing CBS directly at support@
FIRST CALL CONNECT: When an arrestee or inmate attempts to contact family or
friends who do not have an account, the system connects the first call and allows a
brief conversation before interrupting the call. An automated IVR plays a message to
the called party prompting them to set up an account. If they choose, they can be
connected directly with a live customer care agent to open the account. The inmate
will be told to call back after an account has been established.
The intent of this patented product is to address demand that has gone unrecognized
in the past. We do this by allowing customers with whom we could not have
historically done business to talk to their incarcerated loved one for a short duration,
then intervening in the conversation to help them set up an account.
VOICEMAIL: Our patented voicemail application takes staying in touch with friends and
family to a whole new level. An industry-first capability, T-NETIX' voicemail allows
voicemail communication between detainees and friends & family.
Friends & family members, who have elected to setup a voicemail account, will be
able to take advantage of inbound voicemail capability to leave messages for
detainees. We feel voicemail communication technology will have a substantial effect
on calling activity.
The T-NETIX proposal guarantees Maryland a successful partnership with the
industry leader committed to providing the highest quality inmate calling services
through state-of-the-art systems and a vast array of resources including:




Skilled and dedicated engineers, local technicians, customer service and quality
assurance personnel.
Dealing directly with the manufacturer of the Call Control System. While most
vendors resell another company's platform, we designed our own.
Extremely affordable calling rates for the family and friends of inmates.
Dedicated to providing products and services to insure that all persons being called
are reached by the inmate. Thereby reducing inmate complaints and frustration to
the jail staff.
Aggressive Research and Development to ensure that continued technological
advances are provided throughout the life of the system.
The most advanced security in the inmate calling industry utilizing T-NETIX' threeway call detection feature led by T-NETIX' family of patents for three-way call
detection technology.

The T-NETIX flagship inmate calling system is a totally web based, VolP calling system.
Your data is securely stored in 4 different Class IV military grade storage facilities. Your
data such as call records and call recordings is 100% secured and is always available to
you as long as you have a PC with internet access even in the event of a natural disaster.
There is never a need to do an on-site back-up again.
Additionally, T-NETIX has grown beyond the traditional inmate telephone company and is
proposing to become one of your strategic partners in providing necessary services to
the inmates and their family and friends. I am referring to services such as:
• An additional method of communicating with your inmates through Secure Instant
Mail (SIM),
Secure Instant Mail does not integrate with our phone system but does compliment
it by providing another means of communication with inmates.
Secure Instant Mail is our Electronic communication between Friends & Family and
the offenders at your facility
Secure Instant Mail is a new product that has just recently entered the industry. It
has quite a few benefits for both you and the inmates and their friends and family.
T-NETIX' new SeN integrated architecture, allows all Secure Instant Mail™
information to be centrally stored and retrievable by approved facility personnel at
Secure Instant Mail is a web-based application intended to assist in connecting
Friends and Family with an offender. It provides electronic letter submission with
investigative capabilities such as:

Language Transliteration
Keep track/restriction of sender of mail (2-way)
Additional secure opportunity to deposit money into offender trust fund

Facility Benefits:

Reduces time to process mail (just print the email)
Enhances security (track and restrict mail by sender or offender)
Reduces contraband opportunities (no envelopes)


Enhances investigative abilities (Wordspotting, transliteration)

Thank you for this opportunity to continue to provide the State of Maryland Department
of Public Safety and Correctional Services the experience and performance you deserve
when providing an Inmate Calling System to the Inmates of Maryland.


T-NETIX Telecommunications Services, Inc. and Evercom Systems, Inc. were acquired in
2004 by a private equity firm based in Miami, and joined forces under a common parent
company, SECURUS Technologies, Inc. SECURUS is owned by H.I.G. Capital Partners III,
LP ("H.I.G. Capital"). H.I.G. Capital is a leading private equity and venture capital
investment firm with more than $1 Billion of equity capital under management.
SECURUS, through its subsidiaries, strives to satisfy the correction industry's everexpanding technological requirements by remaining intimate with its customer's
individual needs. The SECURUS family of companies is among the largest, if not the
largest, independent provider of collect, pre-paid and debit calling services to local,
county, state and private correctional facilities in the United States. The company
designs, implements and maintains inmate telecommunication systems and facility
management software solutions that streamline the operation of criminal justice facilities
and empower administrators with administrative, investigative and economic
The SECURUS corporate family services approximately 2,700 correctional facilities in 49
states, including locations operated by city, county, state and federal authorities and
other types of facilities such as juvenile detention centers and private jails. By
consistently offering unequaled expertise, superior service and application driven
solutions, T-NETIX has earned its place among the correctional industry's top
telecommunications and information systems providers. Our sole focus is serving the
highly specialized needs of the correctional industry and to continually strive to provide
creative industry products and solutions to our customers.

Jim Lamont
DPSCS Account Manager
Jim Lamont has been in telecommunications for over 25 years. He has been involved
with public and inmate telephone service for his entire career. Functions have included
repair center supervisor, strategic planning, finance forecasting and tracking of revenue
and expenses, and responding to both inmate and public RFP's. His last assignment
with Verizon was as Corrections Product Manager. As the Product Manager, Jim was
involved with tariff and regulatory issues, vendor relations, and administration of long
distance service on inmate telephones.
As a T-NETIX Territory Manager for the most recent 4 years Jim has been involved with
all aspects of managing corrections accounts in the Maryland DPSCS system, Maryland
Counties, Pennsylvania DOC, Pennsylvania counties, as well as many counties in
Jim lives and works in Baltimore Maryland, and is therefore centrally located to all of the
Maryland facilities.


Lisa Hunter
Regional Service Manager
Lisa Hunter is our Regional Field Service Manager for T-NETIX. Lisa is a life long
resident of Maryland and has been employed with T-NETIX for more than 15 years as the
Service Manager for all correctional facilities located within Maryland, both state and
county facilities. The Field Service Technicians and the Service Administrators report
directly to her. Lisa works very closely with all of our customers to ensure their total
As T-NETIX' Regional Service Manager Ms. Hunter manages her remote employees
throughout the state while keeping a close watch on all customer systems and resolving
their problems as necessary. She performs employee and customer training as well.


T-NETIX agrees to meet or exceed all of the following requirements which were included
in the Request for Proposals No. 050R2800336:
T-NETIX shall comply with the following general requirements:

T-NETIX shall be responsible for providing local and long-distance services (both
interlATA and intralATA) to the inmate pay stations.


T-NETIX shall not charge the State of Maryland for any local and long distance
telephone services, including but not limited to lines and services, pay station
equipment, cable and wiring, enclosures, booths, pedestals, stands, computer
hardware and software, or any other costs associated with the installation,
maintenance, removal of the pay station service or preparation of pay station
plans to transition services. During the term of the contract, or any renewal
options, the State of Maryland will not be responsible for the cost of any moves or


T-NETIX shall assure continuous availability of pay station service, twenty-four
hours a day, seven days per week.


T-NETIX shall comply with all regulations of the State of Maryland Public Service
Commission (PSC) and the Federal Communications Commission (FCC).


T-NETIX shall meet all applicable requirements of the Telecommunications Act of


T-NETIX shall be responsible for the compliance of each installation with the
Americans with Disabilities Act. Within each DPSCS building housing inmate pay
stations at least one of those pay stations shall have TTY built in.


T-NETIX shall be solely responsible for collecting all revenue and including it in
the TGR.


T-NETIX shall ensure the collection from any coin pay station having a full box
within four hours of a report that the pay station is full. (However, no coin
stations were part of this original RFP)


T-NETIX shall be responsible for obtaining all permits and licenses necessary for
the completion of installations.


All pay stations and call monitoring equipment currently installed in DPSCS
facilities are to be replaced by the T~NETIX with new equipment, equipped with the
latest technology, on a one~to-one basis. For example: if there are currently 2,000
pay stations located in the DPSCS facilities, then 2,000 are to be replaced. (TNETIX met this requirement in 2004)




DPSCS will require T-NETIX to provide a pay station system that will support
administration and inmate payphone service.
At a minimum the inmate pay station system shall provide:
A system that controls the inmate pay stations and provides Station Message Detail
Records (SMDR).
A monitoring system for the inmate pay stations.
A recording system to capture the content of the pay station calls.
A system that provides fraud detection.
A system that shall be remotely managed at DPSCS headquarters and another centrally
located DPSCS facility to be determined.
Each of the 31 DPSCS facilities with an integrated system to control, monitor and record
inmate pay station calls from that facility. (The number of facilities that actually require
an inmate call control system is now 26)
The capability for DPSCS headquarters, and another site to be determined, access to any
of the 31 facilities data and to monitor real time information.
A site administrator as needed, trained in the operation of the system and capable of
providing requested systems and data base changes within a 24-hour period, excluding
Inmate pay stations shall not access the following:
Direct dialed calls.
Access to 911, 311, 411 or 555-1212 or similar information and emergency services.
• Access to toll free 800, 888, 877 or similar toll free numbers.
• Access to intraLATA anellor InterLATA carriers by means of 1010XXX access
numbers or other dial around numbers.
• Access to intraLATA anellor InterLATA carriers by means of 900,950, or 976
numbers or similar services.
T-NETIX Secure Call Platform (SCP) Overview

T-NETIX will provide the DPSCS with state-of-the-art inmate telephone equipment and a
custom built SCP system, which is capable of real time inmate telephone monitoring,
inmate telephone recording, call blocking/unblocking, and report generation. The
advanced features of the system provide extremely powerful and flexible tools for
controlling inmate calling, reducing fraud, and generating valuable administrative
The SCP allows inmates the privilege of telephone communication while enabling staff
and investigators the ability to maintain security through a reliable and easy-to-use
inmate call control system. The SCP provides security to the public through the use of:

automated operators instead of live operators


personal allowed number (PAN) lists that do not allow calls to numbers that have
not been approved by the system administration


inmate call monitoring and recording for investigative and safety purposes


call duration settings and telephone on/off times


call detail records for investigative purposes, and fraud control features

SCP enables our customers to operate a smarter and more efficient prison. The SCP's
investigative tools permit a higher degree of accuracy and allow investigators to locate
inmate-calling information more quickly and reliably. Routine inmate calling operations
can be configured to require minimal administration-allowing a facility's staff to focus
on what they do best, maintaining a safer, more secure correctional environment. The
SCP also allows for immediate, real-time live monitoring of calls in progress. All of these
investigative and administrative resources are available from any Windows based
computer with access to the World Wide Web.
T-NETIX' custom built SCP is an integrated platform of software tools and computer and
telephony hardware. The SCP's hardware and software components are designed to
adapt to the changing needs of a facility's operations. The SCP is capable of real time
inmate telephone monitoring, inmate telephone recording, call blocking/unblocking, and
report generation.
The SCP is equipped with the following standard applications:

Digital recording and playback (accessible and installed if found necessary)


Dedicated customer care center to specifically address called party inquiries


A variety of optional calling methods and platform flexibility to increase options
and income for the facility while increasing the inmate's calling ability


Number restriction/blocking capabilities


Identification of watched numbers, attorney calls (Private) on CDR


Multi-level password security entry system for each application


Call Detail Reports based on user search criteria


PIN Application with Personal Allowed Number (PAN) list capabilities


Expanded fraud control features (3-way, additional digit dialing, etc.)


Bilingual Automated Voice Messaging, Instructional prompts, tag lines and voice


Fully integrated debit-based calling platform (used by all INS facilities)


Interface and integration capabilities


Immediate port disabling


Automated PIN and PAN assignment


Remote live monitoring capabilities-anywhere nationwide


True call portability for replay of conversations without the need of proprietary

Call Monitoring
The real-time inmate call-monitoring feature offers an investigative tool that allows
authorized individuals to click on any call in progress and listen to the conversation
through a speakerphone, handset or headset. The monitoring of live calls is undetectable
by either the inmate or the called party and does not disrupt the recording process.


There is no drop in volume or noticeable "click" when monitoring begins and the
conversing parties are not tipped off to the monitor's presence.
Call Recording
The T-NETIX SCP is designed with a minimal of one year of on-line recordings for ease of
access by Maryland DPSCS. No proprietary software is required to access the T-NETIX
The T-NETIX SCP allows for immediate, real-time monitoring of calls in progress and
immediate playback of pre-recoded conversations via any Windows based multi-media
PC workstation. Facility personnel (with appropriate password privileges) are able to
monitor live calls or pre-recorded conversations by simply highlighting the call in
progress and clicking on the speaker icon. Maryland DPSCS personnel with the
appropriate password will be able to conduct investigations and listen to conversations
from any PC with Web access allowing ease of portability.
Below is a sample of a call detail report. To listen to the call, the user simply clicks on the
speaker ICON on the left side of the screen.


_._ .. _ ~ •• _

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It _ _


Remote Call Forwarding
The SCP is equipped with a remote call-forwarding feature for those numbers that are
under surveillance by the investigative unit. The Covert Alert feature enables authorized
personnel to monitor a call, from any designated remote location, while the call is in
progress. Once a number, or PIN, is assigned a 'covert' status, the user simply enters a
telephone number (cellular, home, office, etc.) to which he/she wants the call sent for
'Live' monitoring. The call is then automatically re-routed once the call is accepted by the
called party and is in progress. There are no distance barriers to the retrieval process so
the remote telephone number can be located within the facility or across the country. As
an additional benefit, administrators may continue to monitor other calls, through the onsite workstation, while utilizing the 'Covert Alert' remote live call-forwarding feature.
Call Blocking
During installation, a "Call Blocking" table is established which denies inmates from
making calls to specific numbers. Typically, access is denied to residential or business
lines, including those of judges, sheriffs, facility personnel, jury members, attorneys and
witnesses. Because Call Blocking tables often contain thousands of entries, the SCP
offers virtually unlimited blocking potential with a standard capability of 1,000,000
individual entries. The entries may consist of an entire area code, an entire exchange
code within an area code, or a specific telephone number. All 800, 900 and 976 area
codes are normally blocked along with all foreign area codes, unless specified. This
blocked number list may be administered locally by facility personnel using the
Administrative Workstation, or remotely by the T-NETIX Technical Service Center. All
blocked numbers have an associated 'block' reason code that is stored in the blocked

number database for future reference. The Correctional WebManage Edit Number Details
page provides updates to this database.
Call Party Blocking
The SCP provides an optional feature that allows the called party to permanently block
future calls from the facility by dialing a predetermined digit on his or her telephone. This
feature, when implemented, notifies the caJled party of this option during the call
acceptance process.
Rate Quote
The SCP platform allows the called party to be informed of the call cost prior to
acceptance. Once a selection is made, the prompt informs the called party of both the
initial costs and any additional per minute costs. We provide this today at all Maryland
DPSCS Facilities.
Programmable Call Duration
Specific call durations may be assigned to PINs, dialed numbers, inmate telephones, or
globally by facility. For example, assigning the call duration to a PIN forces all permitted
numbers for that PIN be limited to that duration, while assigning a different call duration
to a permitted dialed number only impacts that specific number. This type of
programming resolution ensures that the call duration requirements of a facility can be
met at many different and specific levels.
Call Metering by Time Periods
Calling limits may be programmed on a dialed number basis to establish thresholds for
call attempts, accepts, denies, total duration, and dollar amounts, for selected periods of
time. Time periods range from one to twenty-eight days, and may begin on any day of the
week (i.e., Wed-Tue). Should any of these adjustable thresholds be met during the
selected time period, the caller is informed by voice announcement as to why his or her
call cannot be completed.
Speed Dial
The SCP allows up to 64 programmable Speed Dial numbers that may be entered from
any inmate telephone. A standard speed-dial table allows for translations from a dialed
number into another dialed number. This allows for absolute translations of a seven or
ten digit number into another or the translation of a #XX number into a phone number.
The speed dial numbers "#10" or "#11", for example, may represent specific requests
such as inmate medical alerts or officer assistance requests. The capability also exists to
merge additional features, alter the duration of the call, and restrict who may use a
speed-dial translation.
Pattern Dial Detection
SCP can detect many dialing patterns, which might be attempts at fraud~ Several
numbers that are dialed in sequence, for instance, would alert facility personnel that a
possible fraud attempt is in progress. SCP can also be configured to disallow additional
digit dialing once the inmate has completed his dialing sequence. When an inmate
attempts to dial more digits than necessary the system simply disconnects the call.
PIN Operation (Open & Controlled)
Each inmate telephone may be programmed for PIN or non-PIN operation. This allows the
facility to utilize the PIN operation in maximum security or long-term areas, while
allowing an "all calls" option in overnight, work release, or trustee areas. The SCP has no

limit or restrictions on the number of PIN or Non-PIN inmate telephones operating at the
Some inmate facilities may choose to operate using a PIN system, under which each
inmate is assigned a personal identification number (PIN). The inmate then enters his or
her PIN before being allowed to make a telephone call. PINs also provide an audit trail of
the specific inmate that placed a specific call. Additionally, SCP enables the facility to
allow or deny telephone numbers based on inmate identity.
True Number Validation
T-NETIX also employs the most sophisticated intelligent validation network in the
industry. As a real-time, computer telephony based switching system, the SCP never
allows an inmate to be connected to a conventional dial tone. All dialed numbers are
thoroughly analyzed before the call is allowed to process. This includes determining if
the area code and exchange are valid,
checking the number against any restrictions such as customer requested blocks, and
verifying through the national Line Information Database (LlDB) that the number is able
to receive collect calls, and is not a cellular or pay phone, pager, etc. Only once the
dialed number passes all of these tests will it be dialed by the SCPo We currently serve
several inmate facilities with our validation hub, and this collective information is very
effective in reducing fraudulent and illicit calling.
Active Call Acceptance
The SCP requires positive 'called party' acceptance using either rotary dial, or touchtone telephones, in order for a two-way conversation to take place. When the called party
answers the phone, the system's answer detection triggers the call acceptance voice
message. This message announces the inmate's call and asks the called party if they
wish to accept the charges of a collect call. The called party is instructed to dial the
single digit "zero" on his or her own telephone to accept the collect call charges, or
hang-up to disconnect the call and refuse charges. This 'active' acceptance procedure
ensures that the called party does not get billed for any charges that they have not
authorized. For called parties using rotary phones, the SCP utilizes a sophisticated
rotary-dial detection algorithm that provides a robust method of digit detection for this
older generation of telephones.
Multilingual Capability
Each standard system is capable of providing message prompts in up to several different
languages. The languages utilized will be determined by the State. An inmate selects a
specific language at the beginning of the call process by dialing a single digit. This will
initiate the selected language prompts to both the inmate and the called party in English
and Spanish.
Call Termination Warning
Both the inmate and the called party are notified of call termination by voice prompting at
one minute prior to the end of the call's pre-programmed time limit. By assigning a
different Class of Service, call termination notification may be disengaged for specific
numbers such as attorney's numbers, public defenders, etc. All call records contain a
'reason for termination' code that indicates why a call ended.
Three-Way Conference Calling Fraud Detection
T-NETIX is the industry leader when it comes to Three-way call detection and prevention.
T-NETIX holds a series of patents surrounding this feature. Without this feature

Offender's could enlist the aid of an outside accomplice to "conference" them, via
Central Office-provided three-way calling, to an "unrestricted" line, bypassing the system
controls. Without this protection, the offenders have in effect, unrestricted access to the
outside world, defeating the correctional objectives and policies of the Department along
with subjecting the public to offender harassment and fraud. The SCP is unique in its
ability to detect and foil an accomplice's attempt to activate the three-way call. Once a
three-way call attempt is detected, the system can be configured to initiate one or all of
three available options as follows:
1. Warning, marking, and terminating calls identified and determined by the system
to be a th ree-way call connection.
2. Warning called parties and the offender using specific tag lines that three-way
calling or conference calling is not allowed and are subject to termination.
3. Marking/Tagging the suspected three-way call attempts for review by
administrative or investigative personnel through the system's call detail
With this more accurate 3-way detection system, the DPSCS can retain valuable
investigative intelligence while curtailing security breaches from calls which should not
be connected.

U.S. Patent #5,319,702 Methods and Apparatus for Detecting and Responding to
Hook Flash Events Occurring on a Remote Telephone


U.S. Patent #5,539,812 Method an Attempted Three-Way Conference Call on a
Remote Telephone


U.S. Patent #5,805,685
Characteri stics


U.S. Patent #5,796,811 Three-Way Call Detection







T-NETIX' patented 3-way Call Detection feature has been proven in independent tests to
have nearly flawless effectiveness. With all 3-way call blocking methods, the technology
requires "art" as well as science. Its configuration at each facility will be customized by
T-NETIX to adjust sensitive parameters and thresholds for optimum performance.
The 3-Way Conference Calling Fraud Detection feature prohibits the major fraud practice
possible with other automated and live-operator systems. Inmates could enlist the aid of
an outside accomplice to "conference" them, via Central Office-provided 3-way calling,
to an "unrestricted" line, bypassing the system controls. Without this protection,
inmates have in effect, unrestricted access to the outside world, defeating the
correctional objectives and policies of the institution along with subjecting the public to
inmate harassment and fraud. T-NETIX' system is unique in its ability to detect and foil
an accomplice's attempt to activate the 3-way call feature by immediately disconnecting
the call upon detection. T-NETIX' proposed system has the unique ability to disable 3way call detection on a particular number or groups of numbers, such as attorneys.


Near Flawless 3-Way Detection and Prevention

Simply having the best 3-way calf detection in the industry was not enough (or T-NETIX.
We have continued to research this issue and develop enhancements to our solution.
Recent advancements in our 3-way call detection methodology have led our customers to
tell us they believe our 3-way detection operates nearly flawlessly. This led TNETIX to commission an outside firm, SIBRIOGE consulting, an independent consultancy,
to verify the accuracy o( the three-way colt detection (eature.
The SIBRIOGE study collected and audited call recordings and event logs for
approximately 6,000 calls. This independent test of our new 3-way calling detection
capability revealed T-NETfX overa" success rate to be in the mid to high nineties, most
significantly the system accurately detected and prevented illegal 3-way call attempts.

Second Dial Tone/Anti-Chain Dialing
The SCP does not allow an inmate to obtain a second dial tone without termination of the
first call. Follow-on, or "chain" dialing, is prevented by a combination of features. When
the called party disconnects prior to, or without the inmate hanging up, the Public
Switched Telephone Network (PSTN) should by today's standards not return a "second"
dial tone. Instead, a pre-recorded message such as "If you would like to make a call,
please hang up then place your call," is played to the inmate. Since not all Local
Exchange Carriers implement this standard, the SCP uses the T-NETIX patented threeway Call Detection System, plus standard battery, dial tone, and DTMF detection, to
detect the called party's on-hook condition.
The SCP constantly monitors the hookswitch of the inmate telephone. If the hookswitch
is depressed at any time, an internal dial tone reappears. This prevents hookswitch
manipulation for fraudulent purposes and prevents dialing if a secondary dial tone is
received after the called party hangs-up. Should an on-hook transition be missed by the
SCP, the SCP continuously looks for the occurrence of DTMF (dual tone multi-frequency)
tones and dial tone. After proper timing qualification of these tones, to prevent
inadvertent disconnects due to ambient background noise, the SCP causes call
termination resulting in the re-establishment of either the PIN tone, or dial tone to the
inmate, forcing a new, fully-controlled call.
Extra Dialed Digits
The Call Control Processor incorporates sophisticated technology to identify specific
activities and eliminate fraud attempts by providing the option to enable the Extra Dialed
Digits (EDD) feature. This feature has the ability to detect additional DTMF digits that are
dialed by the inmate and/or the called party after the dialed number has been entered to
accept the call. The threshold of declaring an Extra Dialed Digits event is programmable
for specific dialed numbers or on a facility-wide basis. The EDD feature provides extra
protection against chain dialing fraud and terminates the call immediately if the EDD
threshold is exceeded.
Call Branding
The SCP currently brands each inmate call with the name of the facility and the name of
the inmate placing the call. Recorded inmate names are tracked and associated with
inmate PINs. If the System includes a Central Processor(s) in a multiple facility
environment the inmate's stored name file automatically transfers with his or her PIN
information to the destination facility.

Calling Party Identification
When the called party answers, the SCP call announcement message notifies the called
party that they have a collect call from an inmate and states the name of the institution in
which the inmate is located. The inmate's recorded name is announced to the called
party as part of this call acceptance message to provide identification of the calling
inmate. For example, a typical announcement may say, "You have a collect call from an
inmate, "John Doe, at the Maryland Correctional Facility at Roxbury." The facility name
branding can be customized for every facility.
Voice Overlay
Voice overlay messages may be played throughout the call as an additional fraud
protection feature. The frequency that the established message is played may be
programmed by minute increments or a random setting. An example of a voice overlay
message is "This call is from the Maryland Correctional Institution at Roxbury."
Fraud Detection Data Analysis
The SCP is continuously analyzing call data and system parameters to detect any system
anomalies, hardware failures, fraud indications, lowered revenue levels, or unusual
usage patterns. All telephone activity is logged and statistically analyzed to detect any
attempts at 'Hookswitch Dialing', 'Black Boxing', 'Hacking', or any other fraudulent
telephone activities.
Controlled Talk/Listen Audio Paths
To prevent the inmate from passing messages or harassing comments to the called party
prior to call acceptance, the audio talk paths are separated until positive acceptance
occurs. After the called party answers, the SCP plays the acceptance message to the
called party and the inmate. During this time, the inmate cannot talk to the called party or
proceed with any additional dialing. The two-way talk path is not established until the
called party agrees to pay the charges by dialing an acceptance digit.
Accurate Answer Supervision
The Platform utilizes industry-standard telephony cards that incorporate sophisticated
answer supervision techniques. These advanced methods enable the SCP to distinguish
a legitimate call answer and call acceptance event from network ring/busy signals,
answering machines, operator intercepts, SIT (Signal Interface Tones) tones, pagers,
hacking, chain dialing, and other non-conforming telephone activity. The SCP informs
the inmate with one of the various reasons that the call was not completed.
Rate Quote
After the called party is notified by the SCP that they have a collect call from a Maryland
facility, the called party hears a quote rating of the cost of the call. An example is "The
cost of this call is $2.85 for the first minute and thirty cents for each additional minute."
The stated rates are dynamic and are calculated according to industry standard mileage
using V and H coordinates of the originating and terminating locations. Quoted rates
indicate the actual 'billed' rates and may be discounted according to time of day and day
of week. This feature is enabled at all Maryland facilities for all types of calls including
local and intraLATA calls.
This feature enables facility personnel with password authorization to 'tag' specific
dialed numbers or inmate PINs that provide notification when those 'tagged' parameters
are detected in the process of a call. The SCP provides multi-level alerts that can be
assigned to appropriate investigative groups. Real time alerts can be generated through

the use of the Phone System Monitor. Otherwise there are various inmate reports
available under the Correctional WebManage application that can be used to notify the
appropriate investigator wherever they reside within the network.
Covert Alert (No additional charge)
Providing real-time mobility to enhance investigator efficiency, Covert Alert is an
integrated feature that enables automated remote forwarding of flagged inmate calls to
an investigators' telephone for remote monitoring-no matter where the investigator is
located. This feature will allow your facility's investigators to "multi-task", even off-site,
without the risk of missing important investigative information. This mobility means
increased productivity and greater operating efficiencies for the facility.
PIN/PAN Calling List Administration
The PIN (Personal Identification Number) tool offers very powerful call control features
and expanded investigative tools. The PIN feature alone requires that each inmate use a
PIN (typically his/her booking number) to successfully place a call. And, when the PAN
(Personal Allowed Number) feature is incorporated, the inmate can place calls to only
those numbers on his/her PAN list. Additionally, the PIN feature can control the inmate's
pre-recorded name that may be used every time an inmate makes a call.
MUlti-level Password Protection
The secure access tool is a multi-level password scheme specifically designed to enable
facility administrators to assign different levels of access to individuals who will use
different features of the SCPo While a high access level allows clearance to all functions
of a particular SCP tool, a medium access level may only allow access to a particular
function or functions within the same tool. A low access level may be given to duty
officers to routinely use the information search function of a given tool, while denying
access or clearance to other functions or features.


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Call Data
The SCP stores all Call Detail Records on a hard drive located within the System. This
data is kept in a proprietary format that provides detail for management reports, fraud
analysis, and conversion to industry standard billing formats. The SCP is capable of
storing multiple months of records at the site; however, all Call Detail Records are
collected daily by T-NETIX' Data Center for billing purposes and are archived for a
minimum of five (5) years at our secure Data Center.
Station OnlOff Timers
The SCP may be programmed to automatically enable or disable phones at different
times of the day or night. Multiple programmable onloff times are provided for each
individual line to eliminate the need for manually disconnecting inmate phones during
curfew hours. Changes to the onloff timers may be implemented remotely by T-NETIX.
Manual Station Control
Individual stations may be taken out-of-service under program control through the use of
the workstation at each facility. Emergency disconnects can usually be accomplished in
less than thirty seconds.
























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In SCP, the call monitoring list may be sorted to show all phones currently on hook (not
being used) or off hook (being used). The three colored radio buttons located at the
upper right-hand portion of the call monitoring screen is used to sort the call list by any
of the above categories.

eon hook radio button to show the phones that are on hook (no calls in


Select the


Select the

e DlfhOok

radio button to show the phones that are in use (calls in progress)


Select the ..

radio button to show all phone locations within the facility

Live On-Site Monitoring
To listen to a 'live' conversation simply click the

-c~ icon at the beginning of the line of

the selected 'In Progress' call. The icon color changes to -c& indicating monitoring is in
progress and the conversation is heard through speakers connected to the workstation.
To stop monitoring a call in progress, simply click the


again. The color changes

to ~~ indicating that call monitoring has stopped or to show that the call had been


Remote Monitoring
To forward a call in progress to another phone for remote monitoring, click the ~ icon
adjacent to the

-4~ icon of the in progress call.

The 'Forwarding Call' dialog message box shown below appears once the call has been
successfully forwarded.
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Constant Fraud Controls
The SCP uses an automated operator exclusively. When a call is processed, any
unnecessary dialing or hookswitch activity results in termination of the call, thereby
eliminating potential fraudulent activities such as credit card calls and fraudulent use of
calling card numbers. These control features are the result of the SCP's ability to control
all aspects of the call process including providing its own line voltage to the inmate
station, isolating it from direct connectivity to a local telephone company.
Standard Reports
The SCP has a dedicated reports writer that provides investigative information based on
the Call Detail Records. This sophisticated reporting tool can provide routine scheduled
reports, or reports on an ad hoc basis. The SCP is capable of searches and call detail
analysis on all calls placed from each inmate telephone through the SCN which includes
date, time and duration, telephone number or origination and destination, if utilized,
inmate 10, reason for termination, and much more. Call details are kept on all call
attempts, except those to blocked numbers. The standard reports can be customized by
varying search criteria such as date range, facility, or call length.
Export Capabilities
The T·NETIX Investigative Report modules allow the user to save a report as a file, in the
Adobe® PDF format. Reports may be saved to a variety of destinations. This feature
allows for fast and convenient access to reports for future retrieval or sharing.
The reports created by the Secure Connect Network may be converted from PDF to many
different formats. Most common file formats are supported including Microsoft Word,
Microsoft Excel, Word Perfect, and HTML. Converting an exported report enables you to
use the reports you create in word processors and other office automation tools that you
are using today. In addition, reports may easily be published on your facility's web page.

T·NETIX Inmate Telephones are the strongest and most reliable units available, and are
designed specifically for the prison environment.
The dimensions of our inmate telephones are 8 Y2 inches deep, 22 '!4 inches high, and 9 '!4
inches wide. The shipping weight of our inmate telephones is 10 Ibs. The standard
length of the receiver cord and stainless steel lanyard is 18 inches.
Full Size Blue Inmate Phone with Volume Control


The overwhelming choice for State Prison Systems, the Federal Bureau of
Prisons, County and City Facilities nationwide.
Proven reliability, durability, and flexibility.

• AII-in-one electronic dial features modular incoming line and handset
connections for quick maintenance. Carbon (HS) and DuraClear®
(DURA) Handsets have separate 4-pin connections.
• Built-in user controlled volume "LOUD" button for ADA mandated
volume control (must be user-controlled volume amplification AND
volume must reset to normal with on-hook to meet ADA requirements)
• Powder Coated cold rolled steel provides rugged vandal resistant
telephone housing designed and built for inmate use
• Confidencer technology, built into every dial, filters out background
noise at the user's location, allowing better sound to the called party
• Heavy chrome metal keypad bezel, buttons, and hookswitch lever
withstand abuse and vandalism
• Armored handset cord is equipped with a steel lanyard (1000# pull
strength) and secured with a 14 gauge retainer bracket for maximum
vandal resistance
• Handset has sealed transmitter and receiver caps, suitable for heavy
use and abuse locations
• Pin-in-head security screws minimize tampering
• Hearing aid compatible and FCC registered (DF4USA-75652-CC-E)

T-NETIX is committed to the research and development of advanced technological
solutions to help Counties, Administrative, Corrections and Law Enforcement staff create
greater efficiencies within their operations. Evidence of recently developed applications
which demonstrate our commitment to delivering relevant solutions includes:

Our patented method of allowing secure voicemails that are left by any caller who has an
established account revolutionizes the method in which family and friends communicate
with inmates. Facilities retain the same control of recording and monitoring as with their
existing recording functionalities. Messages can be left for individual or multiple
inmates in multiple facilities.
This application provides an additional form of
communication not available in standard calling systems. The SCP takes messages from
any phone and adds economic efficiency of your facility. A secured password is created
and accesses a protected account for specific inmates that can only be accessed by the
inmate, the sender and approved facility personnel. To ensure complete facility control
and security, all messages are recorded and can be monitored in the same manner as
traditional calls.
Inmate Voice Mail is integrated with our Inmate Telephone System thus providing the
State's authorized personnel with the vast array of information readily available through
the single entry point of Graphic User Interface (GUI).
Each message will cost the subscriber $0.75 and the State will receive $0.25 as a
commission from T-NETIX.

Electronic Dragnet is T-NETIX' Web-based data search application that allows users to
utilize centralized database repositories including hundreds of data points from our 2,700
facilities in order to assist investigators in their quest to protect the citizens of Maryland
and beyond. Authorized users can access Electronic Dragnet from any internet-capable
computer using their assigned username and password.
Electronic Dragnet provides the ability to link valuable law enforcement data sources.
Maryland DPSCS will be provided information in a meaningful format to assist frontline
defenders and investigators in developing a comprehensive crime fighting strategy. The
Electronic Dragnet application provides a platform whereby a law enforcement
investigator can realize significant value through the ability to actively obtain information
about people, places, things, and events from a wide array of public and private data
sources, including T-NETIX proprietary data such as Call Detail Records (CDRs).
T-NETIX' Secure Instant Mail™ (SIM) offers an independent, fully controlled, electronic
mail communication between the inmates and their families and friends. This application
provides correctional facilities with an array of investigative tools to inhibit inmates'
illegal activities, and the influx of contraband into the State's facilities ensuring public
and staff safety. Further, SIM retains sophisticated layers of security to protect the
integrity of these correspondences as
investigative tools. All incoming and outgoing e-messaging letters are digitally recorded,
catalogued, stored and available to the State for investigative review at any time. Key
word searches are available to enhance the investigative process as well as
transliteration from twelve foreign languages. Secure Instant Mail can also create a new
revenue stream, as the sender is charged a fee of $0.60 for each two page letter sent and
$0.60 for each return page requested. The facility will receive a commission of $0.10 on
each transaction.


T-NETIX is committed to providing excellent service to Maryland DPSCS at all times. Our
field technicians are fully trained professionals who are available for immediate dispatch.
T-NETIX personnel have extensive experience in the inmate telecommunications industry
and are dedicated, as is the company, to performing at or above our customer's
expectation in every aspect of our business.
T-NETIX maintains a comprehensive maintenance and Service Assurance Policy (SAP) to
ensure that the System is operating at its full capacity at all times. T-NETIX SAP
establishes response times and service levels that accomplish our objective of achieving
the reputation as your premier provider of inmate telephone services and products.
Each service call will be assigned an initial acuity level. The acuity of each ticket is
escalated one level when we do not meet the established time requirements for that
acuity level. The following provides an overview of T-NETIX' policy for internal response
to incoming trouble reports:
STEP 1: The customer notifies T-NETIX' Technical Support Center (TSC) of a problem
by calling a toll free number, sending an email or a facsimile. The Technical
Support Center is in operation 24 hours a day, 7 days a week, 365( days a
year. TSC personnel identify the caller and site location, enter the
information in the database, open a trouble ticket and assign a technician to
resolve the problem.
STEP 2: Depending on the nature of the problem, the T-NETIX TSC informs the
technician of the nature and scope of the problem and a plan of action is
initiated. The nature of the problem determines course of action taken by the
TSC as follows:
a. If the problem is software related an inside technician is assigned to
diagnose and resolve the problem
b. If the problem is hardware in nature, or the inside technician is unable to
remotely diagnose, a field technician is dispatched to the site to diagnose
and resolve the problem
c. If a network problem, the Network Operations Department personnel
become actively involved
STEP 3: The responding technician(s) either resolve the problem or contacts the
Technical Support Staff for further direction.
STEP 4: If the problem remains unresolved, Technical Support contacts the Technical
Support Manager for further direction in resolving the problem. If necessary,
T-NETIX dispatches a Senior Technician to further assist the assigned
STEP 5: The problem is resolved and tested. The responding technician completes a
service report and submits it to the TSC to update the ticket and post to the
service file.
Escalation Policy
The following is T-NETIX proposed Escalation Policy, it is subject to change based upon
the specific needs of the Maryland DPSCS:


Upon contact from the facility, each service call is assigned one of four initial acuity
levels, each with its own resolutions and escalation timelines. Every effort is made to
resolve the problem remotely, within the framework of the resolution timeframes. If the
problem cannot be resolved remotely, a service technician is dispatched to the facility to
expedite problem resolution. Technician dispatch also has resolution and escalation
timelines appropriate for the assigned acuity level.
If resolution is delayed, escalation procedures within T-NETIX' Management Team are
activated to ensure appropriate resources are allocated to resolve the problem.
Service Level

Level J

Level 2


Level 4

Greater than 50% of a
system is not functioning
or greater than 10% of
the phones ure affected ,
Resolution Expectation is
3 hours.
Facility reports they are
experiencing phone
trouble impacting more
than 30% of the facility's
phones, but less than
Resolution Expectation is
12 hours.
Facility reports thllY are
experiencing phone
[rouble impacting more
than 5% of phones, but
IIlss thun 30% of the
Resolution Exp~ctation is
24 hours.
Facility reports phone
trouble with less than 5
% of phones Of requests a
Resolution Expectation is
36 hours.

Customer Communication
.If a tcchniciUII is required, T-NETIX
contacts the customer with the
estimated time of arrival
'rechnical Support Manager contacts
the facility to ensure all issues were

Escalation Email
• Respective Technical
Support Department
'Technical Support Manager
'Regional (National) VP
'Territory Manager
• Exec. Director of Service
'Re~ional Field Mana~er
'If a technician is required, T-NETIX
• Respective Technical
contacts the customer with an
Support Department
estimated time of arrival.
'Technical Support Manager
'If a dispatch is not required, T-NETIX '(If National Customer)
conlacts the customer to ensure the
National VP
issue was resolved.
'Executive Director of
'Regional Field Manager

• [f a technician is required. T-N ETIX
contacts the customer with an
estimated time of arrival.
'T-NETIX contacts the customer to
ensurll the issue wus resolved .

'Technical Support

'If a technician is required, T-NETlX
'Technical Support
contacts the customer with an
estimated time of urrival.
'If a dispatch is not required, T-NETrX
notifies the fncility when the sllfvicll
issue is resolved.



Correctional Billing Services (CBS), a division of SECURUS, is the only nationwide
provider to offer Customer Care and Account Activation Centers solely dedicated to the
friends and family members of inmates. Representing over 2,700 correctional facilities
nationwide, we serve our customers utilizing Customer Service Representatives and
Automated Assistants, 24 hours a day, 7 days a week, 365 days of the year. Customer
Service Representative support is available in English and Spanish languages. We also
provide customer service information via toll free number through our Automated IVR
System, E~mail, and Website (chat and self-service). Additionally, CBS also provides
personal account access through our Website at or
by emailingthemdirectlyatcustomerservice@ The
online website includes the ability to chat with our customer service staff.
Customer's questions, complaints, refund requests and telephone number
blocks/unblocks, etc. can be handled by our support staff and also via our self service
website. Our customers can rely on best-in-class inmate communications solutions to
meet their every need. To establish an equitable relationship for every need, our CBS
centers offer inmate families workable payment options such as prepayment of their
charges, remittance directly to the local phone company, plus billing directly from CBS.
We offer several payment methods for our prepayment and direct billing accounts,
including an Automated IVR System, Live Person and Website, using Credit Card and
Check. We have alternative payment options including Western Union and payments by
mail (i.e. money orders, cashier checks, personal check).
Numbers may be auto-blocked for a number of different reasons. When this occurs, the
customers are informed of this situation by an automated message. The message
advises them of the restriction and the reason. The CBS toll free number is then given
and repeated, inviting the customer to call the center for additional information and
instruction as to how the restriction may be removed.
The CBS staff is able to assist the customer with other issues, relating to their collect call
charges. CBS is a dedicated group, specializing in:

Troubleshooting calls not completing


Billing disputes and adjustments


Call rating inquires


Site information

Further, CBS maintains billing agreements with most of the LEC's, RBOC's and IXC's
which allow CBS to include its monthly statement for charges, incurred by the called
party, on their monthly billing statements.


In the current contract T-NETIX has used McEnroe Voice and Data, certification number
89-609, to lease recording equipment during the initial term of the contract. Additionally,
throughout the contract T-NETIX has purchased network usage for the substantial
DPSCS call volumes, from GURU, Inc., a telecommunications reseller based in Maryland,
certification number 03-510. The efficiency of the new system will reduce the costs of
network usage. In anticipation of this cost reduction and subsequent reduction in MBE
participation, T-NETIX plans to engage additional MBE companies to make up any
shortfall in order to achieve the 10% MBE goal. Services that are being negotiated with
potential MBE providers include telephone installation, telephone maintenance, and
service administration and call center services.


Attached is a copy of a Maryland DPSCS project plan to Implement T-NETIX' SCP
Platform. The project details are as follows:

25 Facilities
Several installation teams
Multiple installs per week
Start Date: 12118/08
Finish Date: 04103/09

Please note that this is only an example of our approach to converting the existing call
control system to our new platform. The final implementation plan will be a cooperative
effort developed based upon the priorities of Maryland DPSCS and factors that may
include circuit availability and the use of MBE contractors in the installation process. We
provide this project plan to illustrate the level of planning DPSCS can expect from TNETIX.




T-NETIX Telecommunications Services, Inc. Offers Competitive Commissions for Maryland
Department of Public Safety and Correctional Services

While keeping inmate call rates at the affordable level Is important, competitive
commissions to the Maryland Department of Public Safety and Correctional Services are
also essential. T-NETIX understands the need to balance compensation with reasonable
rates to satisfy inmates, their families and friends, and Maryland Department of Public
Safety and Correctional Services Officials. Inmate telephone commissions currently
provide an important source of revenue to the Maryland Department of Public Safety and
Correctional Services and T-NETIX believes our commission offer paired with proactive
inmate phone and system inspections will increase the frequency of inmate calling,
therefore increasing the overall total calls originating from the facilities and increasing
the Department of Public Safety and Correctional Service's commissions.
T-NETIX' commissions to the Maryland Department of Public Safety and Correctional
Services will be based on a straight percentage of all originating, billable revenue.
Collecting the revenue is T-NETlX' responsibility and no deductions for uncollected
revenue will be applied to the calculation of commissions. A comprehensive usage and
revenue report is provided with our monthly commission payments.
Please see Commission Summary table below.



Living Wage Requirements for Service Contracts

This contract is subject to the Living Wage requirements under Title 18, State
Finance and Procurement Article, Annotated Code of Maryland and the
regulations proposed by the Commissioner of Labor and Industry. The Living
Wage generally applies to a Contractor or Subcontractor who performs work
on a State contract for services that is valued at $100,000 or more. An
employee is subject to the Living Wage if he/she is at least 18 years old or
will turn 18 during the duration of the contract; works at least 13 consecutive
weeks on the State Contract and spends at least one-half of the employee's
time during any work week on the State Contract. The Living Wage Law
does not apply to an employee who works less than thirteen consecutive
weeks and full-time on a contract subject to the Living Wage.


The Living Wage Law does not apply to:

A Contractor who:



has a State contract for servIces valued at less than
$100,000, or
employs 10 or fewer employees and has a State contract for
services valued at less than $500,000.

A Subcontractor who:

performs work on a State contract for services valued at
less than $100,000,


employs 10 or fewer employees and performs work on a
State contract for services valued at less than $500,000, or


performs work for a contractor not covered by the Living
Wage Law as defined in B(1)(B) above, or B(3) or C

Contracts involving services needed for the following:

Services with a Public Service Company;


Services with a nonprofit organization;


Services with an officer or other entity that is in the
Executive Branch of the State government and is
authorized by law to enter into a procurement


("Unit"); or

Services between a Unit and a County or Baltimore City.


If the Unit responsible for the State contract determines that application of the
Living Wage would conflict with any applicable Federal program, the Living
Wage does not apply to the contract or program.


A Contractor shall not split or subdivide a contract, pay an employee through
a third party, or treat an employee as an independent contractor or assign work
to employees to avoid the imposition of any of the requirements of Title 18,
State Finance and Procurement, Annotated Code of Maryland.


Each Contractor/Subcontractor, subject to the Living Wage Law, shall post in
a prominent and easily accessible place at the work site(s) of covered
employees a notice of the Living Wage Rates, employee rights under the law,
and the name, address, and telephone number of the Commissioner.


The Commissioner of Labor and Industry shall adjust the wage rates by the
annual average increase or decrease, if any, in the Consumer Price Index for
all urban consumers for the Washington/Baltimore metropolitan area, or any
successor index, for the previous calendar year, not later than 90 days after the
start of each fiscal year. The Commissioner shall publish any adjustments to
the wage rates on the Division of Labor and Industry's Website. An employer
subject to the Living Wage Law shall comply with the rate requirements
during the initial term of the contract and all subsequent renewal periods,
including any increases in the wage rate, required by the Commissioner,
automatically upon the effective date of the revised wage rate.


A Contractor/Subcontractor who reduces the wages paid to an employee based
on the employer's share of the health insurance premium, as provided in § 18103(c), State Finance and Procurement Article, Annotated Code of Maryland,
shall not lower an employee's wage rate below the minimum wage as set in
§3-413, Labor and Employment Article, Annotated Code of Maryland. A
Contractor/Subcontractor who reduces the wages paid to an employee based
on the employer's share of health insurance premium shall comply with any
record reporting requirements established by the Commissioner of Labor and


A Contractor/Subcontractor may reduce the wage rates paid under §18-103(a),
State Finance and Procurement, Annotated Code of Maryland, by no more
than 50 cents of the hourly cost of the employer's contribution to an
employee's deferred compensation plan. A Contractor/Subcontractor who
reduces the wages paid to an employee based on the employer's contribution
to an employee's deferred compensation plan shall not lower the employee's



wage rate below the minimum wage as set in §3-413, Labor and Employment
Article, Annotated Code of Maryland.

Under Title 18, State and Finance Procurement Article, Annotated Code of
Maryland, if the Commissioner determines that the Contractor/Subcontractor
violated a provision of this title or regulations of the Commissioner, the
Contractor/Subcontractor shall pay restitution to each affected employee, and
the State may assess liquidated damages of $20 per day for each employee
paid less than the Living Wage.

Mfidavit of Agreement
Maryland Living Wage Requirements-Service Contracts

Contract No. _DPSCS Q0012042,_ _ _ __ __ _
N arne of Contractor
T-NETIX Telecommunications Services, Inc.
14651 Dallas Parkway, Sixth Floor
City__ Dallas_ __ _ _ _ _ State_TX__ Zip Code_75254_ _

If the Contract is Exempt from the Living Wage Law
The Undersigned, being an authorized representative of the above named
Contractor, hereby affirms that the Contract is exempt from Maryland's Living
Wage Law for the following reasons (check all that apply):


Bidder/Offeror is a nonprofit organization
Bidders/ Offeror is a public service company
Bidder/Offeror employs 10 or fewer employees and the proposed
contract value is less than $500,000
Bidder/Offeror employs more than 10 employees and the proposed
contract value is less than $100,000

If the Contract is a Living Wage Contract

The Undersigned, being an authorized representative of the above named
Contractor, hereby affirms our commitment to comply with Title 18, State
Finance and Procurement Article, Annotated Code of Maryland and, if



required, to submit all payroll reports to the Commissioner of Labor and
Industry with regard to the above stated contract. The Bidder/Offeror
agrees to pay covered employees who are subject to living wage at least
the living wage rate in effect at the time service is provided for hours
spent on State contract activities, and to ensure that its Subcontractors
who are not exempt also pay the required living wage rate to their
covered employees who are subject to the living wage for hours spent on a
State contract for services. The Contractor agrees to comply with, and
ensure its Subcontractors comply with, the rate requirements during the
initial term of the contract and all subsequent renewal periods, including
any increases in the wage rate established by the Commissioner of Labor
and Industry, automatically upon the effective date of the revised wage

Mfidavit of Agreement (continued)
Maryland Living Wage Requirements-Service Contracts


(initial here if applicable) The Bidder/Offeror
affirms it has no covered employees for the following reasons: (check all
that apply):


The employee(s) proposed to work on the contract will spend less
than one-half of the employee's time during any work week on the
The employee(s) proposed to work on the contract is 17 years of
age or younger during the duration of the contract; or
The employee(s) proposed to work on the contract will work less
than 13 consecutive weeks on the State contract.

The Commissioner of Labor and Industry reserves the right to request payroll
records and other data that the Commissioner deems sufficient to confirm these
affirmations at any time.

Name of Authorized Representative:
Robert Pickens
I 2..-~-lt

Signature of Authorized Representative


Chief Operating Officer

t \eJ.k.\
Witness Name (Typed or Printed)

1k~, &W~
Witness Signature




This document MUST BE included with the bid or offer. If the Bidder or Offeror fails to
complete and submit this form with the bid or offer as required, the procurement officer shall deem the
bid non-responsive or shall determine that the offer is not reasonably susceptible of being selected for
In conjunction with the bid or offer submitted in response to Solicitation No. DPSCS Q0012042, I affirm
the following:
1. 0

I acknowledge and intend to meet the overall certified Minority Business Enterprise (MBE)

participation goal of 2% of the total value of the contract. Therefore, I will not be seeking a
waiver pursuant to COMAR



I conclude that I am unable to achieve the MBE participation goal. I hereby request a complete
waiver, in whole, of the overall goal. Within 10 business days of receiving notice that our firm is
the apparent awardee, I will submit all required waiver documentation in accordance with


I conclude that I am unable to achieve the entire MBE participation goal. I hereby request a
partial waiver of the overall goal and have identified the portion of the MBE goal I intend to
achieve through a specific commitment of the certified Minority Business Enterprises listed in the
MBE Participation Schedule below. Within 10 business days ofreceiving notice that our firm is
the apparent awardee, I will submit all required waiver documentation (for the portion I am
unable to achieve) in accordance with COMAR ,

I understand that if I am notified that I am the apparent awardee, I must submit the following
additional documentation within 10 working days of receiving notice of the potential award or
from the date of conditional award (per COMAR, whichever is earlier.

Outreach Efforts Compliance Statement (Attachment D-2)
Subcontractor Project Participation Certification (Attachment D-3)
Any other documentation, including waiver documentation, if applicable, required by the
Procurement Officer to ascertain bidder or offeror responsibility in connection with the
certified MBE participation goal.

I understand that if I fail to return each completed document within the required time, the
Procurement Officer may determine that I am not responsible and therefore not eligible for
contract award. Ifthe contract has already been awarded, the award is voidable.

In the solicitation of subcontract quotations or offers, MBE subcontractors were provided not less
than the same information and amount of time to respond as were non-MBE subcontractors.


Set forth below are the (i) certified MBEs I intend to use and (ii) the percentage of the total
contract amount allocated to each MBE for this project and the work activity(ies) each MBE will





provide under the contract. I hereby affIrm that the MBE fInns are only providing those work
activities for which they are certifIed by the Maryland Department of Transportation.
'--- '--"--'- -- - - - r -P-r-oJ-·e-ct- D
- escription: Inmate Telephone
Prime Contractor:
T-Netix Telecommunications Services, Inc.
14651 Dallas Parkway, Suite 600
D~llas, Texas 75254-8815




- - - - - - - - - , - - - - - : - - - : : - - - - : - ------..,..,...--:---:-- '-'-,.,.,.,---,.----,-:--:---- -

List Infonnation For Each CertifIed MBE Subcontractor On This Pro ject
Minority Firm Name
MBE Certification Number

For Dually Certified MBE Subcontractors, Identify the Applicable Certification Category
(Check Only One Certification Category)

o- -African
American Owned
-- -- -----------_ -_

0-_ Woman-Owned
-_ -_
----------- ................................. -- ..
Percentage of Total Contract Value to be provided by this MBE: __ %
Description of Work to Be Performed:

------- ------------

-- ........................... ................ - ... ---


Minority Firm Name

......... ...........................




MBE Certification Number

For Dually Certified MBE Subcontractors, Identify the Applicable Certification Category
(Check Only One Certification Category)

o African American Owned
0 Woman-Owned
--- -------- -- --- ------ ------------- --- -------- --- -------------- ---- ------------------ ---------------------Percentage of Total Contract Value to be provided by this MBE: _ _ %
Description of Work to Be Performed:

Minority Firm Name


-- - ------- ---

MBE Certification Number

For Dually Certified MBE Subcontractors, Identify the Applicable Certification Category
(Check Only One Certification Category)

o African American Owned
0 Woman-Owned
Percentage of Total Contract Value to be provided by this MBE: __ %
Description of Work to Be Performed:
Minority Firm Name

MBE Certification Number

For Dually Certified MBE Subcontractors, Identify the Applicable Certification Category
(Check Only One Certification Category)

o African American Owned
-- ---------------------------- ------ ---------- ..

0 Woman-Owned
Percentage of Total Contract Value to be provided by this MBE: __ %
Description of Work to Be Performed:

---~ --- - ------ - --------------------- --------------------------------------

Continue on a separate page, if needed.



Total African-American MBE Participation:
Total Woman-Owned MBE Participation:
Total Other Participation:
Total ALL MBE Participation:

0_ _%
0_ _ %
0_ _%
0_ _ %

I solemnly afftrm under the penalties of perjury that the contents of this Affidavit are true to the best of
my knowledge, information, and belief.
T-Netix Telecommunications Services Inc.
Bidder/Offeror Name

Signature of Affiant

Name: Robert Pickens
Title: Chief Operating Officer
I 'Z.,.. r-. , ,





Complete and submit this form within 10 working days of notification of apparent award
or actual award, whichever is earlier.

In conjunction with the proposal or offer submitted in response to Solicitation Number DPSCS
Q0012042, I state the following:

Bid/Offeror identified opportunities to subcontract in these specific work categories.


Attached to this form are copies of written solicitation (with instructions) used to solicit
certified MBEs for these subcontract opportunities.


Bid/Offeror made the following attempts to contact personally the solicited MBEs.


Bid/Offeror assisted MBEs to fulfill or to seek waiver of bonding requirements.

_ _ This project does not involve bonding requirements.



_ _DID NOT attend the pre-proposal conference.

_ _ No pre-proposal conference was held.

Bid/Offeror Name

Signature of Affiant


Name, Title




Please complete and submit one form for each MDOT certified MBE listed on Attachment D-J
within J 0 working days of notification of apparent award.
(prime Contractor) has entered into a contract with
____________ (subcontractor) to provide services in connection with the Solicitation
No. DPSCS Q0012042 described below.
Prime Contractor Address and Phone

Project Description

Project Number

Total Contract Amount $

MBE Certification Number

Minority Firm Name

Work To Be Performed

Percentage of Total Contract
The undersigned Prime Contractor and Subcontractor hereby certifY and agree that they have fully complied with
the State Minority Business Enterprise law, State Finance and Procurement Article §14-308(a)(2), Annotated Code of
Maryland which provides that, except as otherwise provided by law, a Contractor may not identifY a certified minority
business enterprise in a bid or proposal and:


fail to request, receive, or otherwise obtain authorization from the certified minority business enterprise to
identifY the certified minority business enterprise in its bid or proposal;
fail to notifY the certified minority business enterprise before execution of the contract of its inclusion of
the bid or proposal;
fail to use the certified minority business enterprise in the performance of the contract; or
pay the certified minority business enterprise solely for the use of its name in the bid or proposal.





Printed Name, Title

Printed Name, Title