Prison Phone Justice

State of Missouri
Offender Telephone Services - RFP 82Z05070

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EXHIBIT A
COST (PRICING SECTION)
A.I REQUIRED PRICING: The offeror must state below the finn, fixed price for performing OTS
services in accordance with the provisions and requirements stated herein. All costs associated with
providing the required services, including all travel and expenses to be incurred by contractor staff, must
be included. The price stated below shall be the contractor's finn, fixed price per minute and call set up,
exclusive of any and all local, state and federal fees/taxes. The offeror must propose all items (00 I
through 016). Prices shall not include commissions to be paid to the Stale of Missouri (see RFP
paragraph 4.4.1).

The TeamPCS Full Disclosure Rate Plan
a. Basic OTS: The offeror must propose all items (001 through 008). The offeror must state the
finn, fixed rates per minute and shall include all set up fees for all offender calls for the following
service:

ITEM
NO.

Description

Unit of Measure

001
002
003
004
005
006
007
008

Local Call
Set-up Charge for Local Call
lntralata Call
Set-up Charge for Intralata Call
Interlata Call
Set-up Charge for Interlata Call
Interstate Call
Set-up Charge for Interstate Call

Minute
Call
Minute
Call
Minute
Call
Minute
Call

Firm Fixed
Price
$ 0.10
$ 1.00
$ 0.10
$ 1.00
$ 0.10
$ 1.00
$ 0.10
$ 1.00

b. Basic OTS With Option I Features and Functions: The offeror must propose all items (009
through 016). The offeror must state the finn, fixed rates per minute and shall include all set up fees
for all offender calls for the following service:

ITEM
NO.

Description

Unit of Measure

009
010
011
012
013
014
015
016

Local Call
Set-up Charge for Local Call
Intralata Call
Set-up Charge for Intralata Call
Interlata Call
Set-up Charge for lnterlata Call
Interstate Call
Set-up Charge for Interstate Call

Minute
Call
Minute
Call
Minute
Call
Minute
Call

~}

Firm Fixed
Price
$ 0.05
$ 0.50
$ 0.05
$ 0.50
$ 0.05
$ 0.50
$ 0.05
$ 0.50

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State of Missouri
Offender Telephone Services - RFP 82205070

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-----------------------------------------c.

International Calls: The offeror must propose rates for International calls. The offeror shall
attach their proposed international callings rates. Prices for International calls will be subjectively
evaluated within the area of Proposed Method of Performance.

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PCS INTERNATIONAL CALLING RATES
ITEM
NO.
201
202

Description

Unit of Measure

International Call
Set-up Charge for International Call

Minute
Call

Finn Fixed
Price
$ 0.75
$ 0.50

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--------------------------------------State of Missouri
Offender Telephone Services - RFP B2Z05070

EXHIBITB
EXPERIENCE
B.1

The evaluation of the offeror's proposed Experience shall be subjective based on the
requirements stated herein. Therefore, the offeror should present inforrnation which
documents all proposed Experience. The state reserves the right to use this information,
including inforrnation gained from any other source, in the evaluation process.
1. The offeror should fully describe any prior experience in providing, installing, and
maintaining pay telephones and in providing operator assisted telephone services in a
correctional institution setting. Such inforrnation should include dates and locations
of performance, a brief description of the specific equipment and services provided,
and the name, address and telephone number of the contracting agency and a contact
person who may be contacted for verification of all data submitted.

o The PCS team experience included in this proposal is inclusive of the experience

and current contracts maintained by our individual partners. Below is a description of
the scope of services as well as references of PCS and each of our partners.

•

Public Communications Services. Inc. (PCS) has been
in the business of providing turnkey and management
telephony services to offender facilities for nearly two
decades. As a pioneer in collect and debit services to
correctional facilities. PCS has provided services
Since 1988, PCS has
for state, federal, and county correctional facilities
provided telephony
nationwide. Since 1988. PCS has provided
telephony service and management to over
_service and management
125,000 offenders Nationwide.
to over 125,000 offenders

Nationwide.
PCS has extensive experience with over 126
federal. state, county. city and private correctional facility accounts including, the
State of Vermont; Douglas County. Nebraska; Kern County, CA; Mendocino County.
CA; Ventura County. CA and others as listed in the following matrix.
Facility Name
US ImmiQration and Customs Enforcement
State of Vermont
State of Iowa
State of New Hampshire
Santa Barbara County. California
Kin!=! County. WashinQton
Santa Cruz County. California
Ventura County, California
DouQlas County. Nebraska
Kern County. California
Mendocino County. California
Bernalillo County. New Mexico
Sonoma County. California

Size
16 facilities
9 facilities
9 facilities
6 facilities
6 facilities
4 facilities
4 facilities
4 facilities
4 facilities
4 facilities
2 facilities
1 facility
2 facilities

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State of Missouri
Offender Telephone Services - RFP B2Z05070

PCS works with each customer to provide telephony solutions in line with the
customer's needs for technology and service. For a comprehensive list of our
offender facility clients, please refer to Attachment F.

•

PCS manages all types of offender telephone operations in facilities nationwide from
our headquarters in Los Angeles by providing on·site administrators, full site support
teams, and 7x24x365 staffing of technical and customer support personnel for our
field operations teams.
Through our Systems Operations and Proprietary Handling of Information and
Accountability (SOPHIA) product, we provide a unique customer web browser-based
GUI interface that allows customers to view their account and request reports. Unlike
similar programs available in the market today, SOPHIA is the only application that
provides call·rating information to clients.

HUBER & ASSOCIATES BACKGROUND AND
EXPERIENCE
Huber & Associates, Inc., will contract with PCS to
provide personal identification number (PIN)
HIIlrt.~r loot Assoc..1ah.'$, Inc management services for Department of Corrections
facilities throughout the State of Missouri. Our PIN management services will include
the responsibilities and tasks outlined in this statement of work.
.

Huber & Associates had been a strategic
Huber & Associates had
technical solutions partner for the State of
Missouri for almost 20 years. They have
been a strategic technical
extensive experience with the Missouri
solutions partner for the
Department of Corrections (DOC) and provide
State of Missouri for
numerous customized 1fT services for the
almost 20 years.
agency. For example, Huber & Associates has
written and continues to maintain the Institutions Canteen Point-of-Sale application,
which automatically debits offender's accol:Jnts. They also support the DOC's
banking system and provide electronic information about offender accounts to thirdparty vendors.
The Canteen Point-of-Sale system is an integral part of the collection and transfer of
PIN information, and will also be an essential component of the debit system
implementation. Currently, offenders "purchase" their unique PIN numbers through
the canteen system. These PIN numbers are captured on the DOC's computer
systems and transmitted nightly and several times during each day to the current
phone system vendor. This process has works well for the last several years and has
provided convenience to the offenders, reduced the caseworker workload dealing
with offender phone issues, and has ensured accuracy of data by avoiding redundant
data entry. The process of obtaining the PINS via the canteen system has worked so
well, in fact: that the Agency intends to implement the debit system via the canteen
system, too.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

Huber & Associates Corrections Client List:

Facility Name

No. of Facilities

State of Missouri Department of Corrections
State of Arkansas Department of Corrections

20
15

Huber & Associates has helped provide PIN administration services for the Missouri
DOC for the past five years. During this period, they have implemented a number of
time and resource saving tools that allowed them to not only meet the requirements
of the contract, but also exceed requirements in a number of areas. For example,
they have written special software to list and electronically transport PIN changes,
offender intake, releases, and movements from each correctional institution to a
secure server at Huber & Associates' headquarters in Jefferson City. This electronic
transmission software not only allows us to more quickly process the PIN
information, but it greatly reduces the amount of customer involvement required.

SliAwl!!!~ SHAWNTECH BACKGROUND AND
CO/IMCA

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EXPERIENCE

_.

The proposed maintenance and service subcontractor (ShawnTech
Communications, Inc.) is an Ohio based Corporation with its principal location at One
Aset Centre, suite 102 Vandalia, Ohio 45377. ShawnTech is a certified Minority
Business Enterprise (MBE). Lance S. Fancher (937) 898-4900 is President and
CEO. ShawnTech Communications, Inc. has provided installation and maintenance
services in correctional facilities for over ten years, and is the current maintenance
contractor for the MODOC.
ShawnTech engineering expertise
includes the design, installation and
servicing of computer based digital
network communications systems (and
related peripheral components).
ShawnTech specializes in the corrections
marketplace, responsible for service and
24n-problem resolution in 10 states covering
correctional facilities. ShawnTech will:

ShawnTech Communications,
Inc. has provided installation
and maintenance services in
correctional facilities for over
ten years, and is the current
maintenance contractor for
the MODOC.
over 350 State, County, and City

1. Prepare implementation and Training Plan for computer based digital network
communication systems (and related peripheral components). Design and
implement a maintenance plan for computer based digital network
communication systems (and related peripheral components).
2. Prepare and execute a transition & implementation plan for computer based
digital network communication systems (and related peripheral components).

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State of Missouri
Offender Telephone Services - RFP B2Z05070

3. Provide an implementation team consisting of Project Managers, Manager of
Inmate Field Operations; Microsoft NT trained Field Technical Engineers and a
Dispatch Operation Center.
EXPERIENCE

•

ShawnTech Communications, Inc. has provided maintenance, installation and
project management services for the states and counties listed in the following table.
SHAWNTECH CLIENT LIST

Facility Name
Ohio DOC
MichiQan DOC
Wisconsin DOC
Missouri DOC
New York DOC
Minnesota DOC
VirQinia DOC
Florida County Jails
Ashland and DouQlas Counties (WI)
Kentucky DOC
Florence County (WI)
Connecticut DOC
Richmond City (VA)
Oakland County (M!)
Waukesha County Jail (WI)
Milwaukee County (WI)
Pennsylvania DOC

VAC

VALUE·ADDED

~

No. of Facilities

30
53
34

20
70
8
68
17
2

20
1
20

1
3
1
2
19

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Value-Added Communications, Inc. (VAC) is a corporation
chartered under the laws of the State of Delaware. VAC's
headquarters are located in the heart of the
telecommunications corridor in Plano, Texas. The executive
team is made up of seasoned professionals with many years
of successful project and business experience.

COMMUN ICATIONS

The following list of clients is exclusive to VAC in this RFP and do not reflect any
PCS customers, however the extensive list of clients below will reflect the primary
reason that VAC was brought into this project.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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VAC CLIENT LIST
,

'

, .'

.,

FaciliiY Name
United States Federal Bureau of Prisons
Charleston County (SC)
Delaware DOC
Erie County Correctional Facility (PA)
OreQon DOC
Puerto Rico DOC
South County Jail, Polk County Sheriff (FL)
WashinQton State DOC
Colorado Department of Corrections

-~

"

, No. of Facilities' :
104
1

7
1
12
22
2
1
12

MAJOR VAC PROJECTS

United States Federal Bureau of Prisons
Project Size: 6,000 phones, 104 facilities
Project Dates: 199B-current (10 Year Contract)

•

System Type: 1,200-inmate facility with System 100, Shadow Full Channel
Recording, SAM Automated Archive and frame-relay based WAN connectivity to
VAC support center in Texas. Direct interface into the GEAC Jail Management
System
Charleston County. South Carolina
Project Size: 109 phones, 1 facility
Project Dates: May, 2002-current
System Type: 1,200~inmate facility with System 100, Shadow Full Channel
Recording, SAM Automated Archive and frame-relay based WAN connectivity to
VAC support center in Texas. Direct interface into the GEAC Jail Management
System.
Delaware Department of Corrections.
Project Size: 516 phones, 7 facilities
Project Dates: December, 2004~current
System Type: 6650-inmate facility with System 100, Shadow Full Channel
Recording, Recordings stored online for 1~year, and frame-relay based WAN
connectivity to VAC support center in Texas.
Erie County Correctional Facility. Pennsylvania
Project Size: 62 phones, 1 facility
Project Dates: July, 2003-current

•

System Type: 534-inmate facility with System 100, Shadow Full Channel Recording,
SAM Automated Archive and frame-relay based WAN connectivity to VAC support
center in Texas .

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State of Missouri
Offender Telephone Services - RFP 82Z05070

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Puerto Rico DOC
Project Size: 824 phones, 22 facilities,
12,800 inmates

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System Type: National, multi-site, WAN-based Inmate Call Control System providing
collect calling capabilities. System 70s, Frame-relay based WAN connectivity to VAC
support center in Texas.

South County Jail
Polk County Sheriff Department
(Frostproof Main Jail)
Project Size: 173 phones, 2 facilities
System Type: 2,OOO-inmate facility with two System 100s and two remote
investigative offices connected via a wide area network (WAN).

2. Offeror's References: The offeror should provide a list of at least three (3) current
customers who have acquired and installed the proposed item/service from the
offeror. The list should include the following:
Company name
Contact name
Contact's title
City and state
Telephone number and area code
Description of items/services
Availability status if contact is requested by the evaluation team

D

•

Read and Agreed: Below are six contacts for PCS clients. These clients have been
identified to show the diversity of PCS services nationwide. Attachment F shows a
more extensive list of PCS clients.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

PCS REFERENCES - MAJOR PROJECTS
1. BUREAU OF IMMIGRATION AND CUSTOMS ENFORCEMENT (ICE)
Address:
U.S. Dept. of Homeland Security
801 "I" Street NW, Room 900
Washington DC, 20536

Contact Person:
Robert G. Rillamas
Telephone:
(202) 353-7216
Best time for Contact: 9.am. to 3:00 p.m., M-F (EST)
Project Description: PCS is a true pioneer of providing correctional facilities with
hybrid collect and debit calling services. Since 1988 PCS has been providing
services to the ICE. The first debit system
in the nation was developed by PCS and
is still operating for the Bureau of
Immigration and Customs Enforcement
(ICE) formerly known as the INS.
In response to specific demands from the
United States Attorney General, Congress
and the Department of State, PCS was
commissioned to develop, install and
oversee the first domestic and
international "Pro Bono" service linking the
approximately 480 local and state facilities
contracting with the ICE for detainee
housing. This "Pro Bono" system is
designed to address both domestic and
international legal and consulate phone
calls while also meeting the nation's
increased demands under the Office of
Homeland Security.

o

PCS was commissioned to
develop, install and oversee
the first domestic and
international "Pro Bono"
service linking the
approximately 480 local and
state facilities contracting
with the ICE for detainee
housing.

PCS developed the first "debit" system in
the nation to meet the international calling
needs of the ICE for 16 major detention centers across the nation and approximately
10,000 detainees system-wide. It was from this development and innovations that
PCS also subsequently designed and implemented the first hybrid calling system
with collect, pre-paid collect and debit to interface with the various facilities'
commissary systems.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

Installed Cutover Date: 1988 - Current
2. NEW YORK CITY DEPARTMENT OF CORRECTIONS

•

Address:
60 Hudson Street, 7th Floor
New York, NY 10013
Contact Person: Kael Goodman, Chief Information Officer
Telephone:212-266-1895
Best time for Contact: 9.am. to 3:00 p.m., M-F (EST)
Project Description: PCS is currently responsible
for providing inmate collect call operator service
and a single point of contact as well as technical
consulting for overall account management for
the 13 Riker's Island facilities with over 18,000
inmates.
The programs currently operating at the NYC
DOC are very similar to those of the MODOC
because it incorporates the city's Jail
Management System directly with the OTS. Thus
when an offender is booked, a PIN is
automatically created allowing them to
immediately make collect calls and purchase
debit time. This system currently books and
processes over 200 individuals daily.

PCS is currently responsible
for providing inmate collect
call operator service and a
single point of contact as well
as technical consulting for
overall account management
for the 13 Riker's Island
facilities with over 18,000
inmates. The programs
currently operating at the
NYC DOC are very similar to
those of the MODOC because
it incorporates the city's Jail
Management System directly
with the OTS.

•

Installed Cutover Date: 1995 - Current

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State of Missouri
Offender Telephone Services - RFP B2Z05070

3. STATE OF VERMONT
Address:
Vermont Department of Corrections
P.O. Box 257, 4 Vermont Route 113
Chelsea, VT 05038-0257

Contact Person:
Sharon Welch, Regional Business Manager
Telephone:
(802) 685-3386 or email swelch@doc.state.vt.us
Best time for Contact: 9a.m. to 3:00 p.m., M-F (EST)
Project Description: PCS is under contract with the State of Vermont DOC to provide
a turnkey system that allows inmates to make both Collect and Debit Calls. The OTS
is integrated with their canteen service so that inmates can seamlessly purchase
debit telephone time and automatically have
PCS is under contract with
these funds available for usage. The savings
the State of Vermont DOC to
to offenders has been dramatic.

•

provide a turnkey system that
allows inmates to make both
Collect and Debit Calls. The
OTS is integrated with their
canteen service so that
inmates can seamlessly
purchase debit telephone
time and automatically have
these funds available for
usage.

The DOC consists of nine facilities housing
approximately 2,200 inmates and is serviced
by approximately 98 telephones. The project
configuration consists of a CATS inmate call
processor at each site. All the systems are
connected into PCS' Wide Area Network
(WAN) for the DOC.
Correctional and Security Staff, through their
workstations have access to all call records
and reco,rdings statewide, and can access it
as if all information was stored at their local site. The WAN is comprised of high
speed Frame Relay Circuits that replicate all inmate information in real time. PCS
provided the State with a gradual cut over that took less than 1 week and each site
was cut over individually at night so that the inmate population experienced no
downtime.
Installed Cutover Date: June 10, 1998 - Current

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State of Missouri
Offender Telephone Services - RFP B2Z0S070

4. STATE OF IOWA
Address:
Department of Corrections
W-4 Railroad Avenue, Camp Dodge, P.O. Box #587
Johnston, IA 50131-0587

Primary Contact
Fred Scaletta, Executive Officer
Iowa Department of Corrections
523 E. 12th Street
Des Moines, IA 50319
515-360-9300
Cell Phone:
Business: 515-242-5707
Alternate Contact Person:
Brian Clayton, Purchasing Agent
Telephone:
515-725-4616

•

PCS is proud to disclose that
the entire cutover required
less than 20 minutes of down
time for the entire statewide
system, an implementation
that was highly appreciated
by the DOC. The pes OTS
system is fully integrated with
both the states offender
banking system and the
states commissary services.

Best time for Contact: 8 a.m. to 3:00 p.m., M-F (CST)
Project Description: PCS is under contract with the State of Iowa ICN (Iowa
Communications Network) to provide and maintain a centrally located inmate calling
system for the Iowa DOC. There are nine correctional facilities housing
approximately 9,000 inmates and are serviced by 481 inmate telephone stations.
The inmate telephones are connected to the STARC Armory through T-1
connections and the workstations are connected through high-speed Frame Relay
connections. PCS is proud to disclose that the entire cutover required less than 20
minutes of down time for the entire statewide system, an implementation that was
highly appreciated by the DOC.

•

This project was unique because it is the first State Department of Corrections that
required that all offender teiephone calls be made through a Prepaid Calling system.
The PCS OTS system is fully integrated with both the states offender banking
system and the states commissary services. This process required skillful
coordination between the State of Iowa ICN Division, the JMS provider and PCS.
The same diligence and experience will be brought in to insure that the Missouri
DOC offenders have the same prepaid calling services along with their traditional
collect calling services.
Installed Cutover Date: 2000 - Current

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State of Missouri
Offender Telephone Services - RFP 82Z05070

5. DOUGLAS COUNTY. NEBRASKA
Address:
710 South 17th Street
Omaha, NE 68102

Contact Person:
Roland Hamann, Administrator
Telephone:
(402) 599-2267

Best time for Contact: 9 a.m. to 3:00 p.m., M-F (CST)
Project Description: PCS provides this customer with a full turnkey program including
all services using the PCS sourced call processor. PCS was awarded the contract by
Douglas County, Nebraska, to provide 88 inmate phones for a facility that services
over 10,000 inmates a year at four separate facilities operating under the PCS
platform with web-based interface.
These facilities are also using full-channel
recording/monitoring, collect and debit calling
options along with full maintenance and service
support. This project was unique because it
transitioned a collect and card base debit system
that was manually operated to a fully automated
system that allows offenders to purchase
telephone time on a real time basis.

This project was unique
because it transitioned a
collect and card base debit
system that was manually
operated to a fully automated
system that allows offenders
to purchase telephone time
on a real time basis.

Installed Cutover Date: 2002 - Current

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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6. STATE OF NEW HAMPSHIRE
Address:
Division of Plan and Property Management
State House Annex
Concord, NH 03301
Contact Person: Dennis LeClerc
dlecler@admin.state.nh.us
Telephone:
(603) 271-2888

Best time for Contact: 9 a.m. to 3:00 p.m., M-F (EST)

Project Description:
PCS is under contract with the State of New
Hampshire to provide both inmate
telephones for the DOC and public telephones
for their administrative locations.
The State DOC houses over 2,500 inmates
serviced by approximately 194 phones through
the PCS Sourced OTS call processor.

PCS is under contract with
the State of New Hampshire
to provide both inmate
telephones for the DOC and
public telephones for their
administrative locations.

PCS provided the State with a gradual cutover that took less than 2 weeks, and
each site was cutover individually at night so that no down time was experienced
by the inmate population.

•

Installed Cutover Date: 1999 - Current

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State of Missouri
Offender Telephone Services - RFP B2Z05070

CD

·B.2

ADDITIONAL INFORMATION

The offeror should provide any additional relevant information to assist in the evaluation of the
offeror's proposed Experience.

o

Public Communications Services has been providing OTS system and integrated services
since 1988. Five years ago PCS was one of two finalists that was asked to present our
product to the MODOC, unfortunately PCS was not awarded the contract, however due to
a diligent award process by the part of the MODOC, PCS was able to learn from our prior
response and have spent much of the last 5 years
learning where we can best be of service this time
Public Communications
around. In our continuing efforts to earn the
Services has been providing
MODOC's business, PCS designed a three-point
system and integrated
strategy.
services since 1988.

ors

PCS's approach to the response of this RFP was
three fold:
1.

Review what the customer currently has:
a. What works?
b. What improvements can be made?

2.

What does the customer request and need for improvements.
a. Achieved through Site Surveys.
b. Achieved through interviews and feedback from DOC staff.

3.

Use PCS and our partner's industry experience to bring the best offer to the
Missouri Department of Corrections.

In our latest visits we recognize that there are several areas in which the MODOC would like to
see improvement:
Implementing an automated debit calling system, thus allowing offenders
1.
to call to more locations at a reduced rate.
Provide more site surveys by maintenance technicians on a regular
2.
scheduled basis.
Provide automated reporting of debit calling to offenders through the
3.
current Kiosk, Info Mate.
Have 100.00% of all call records and recordings on line, real time for the
4.
duration of the contract without having to archive and unarchive records.
Create a faster reporting system that does not lock down if reports include
5.
more than 30days of information.
Provide Prepaid, Collect and/or Debit International calling services to
6.
offenders.
PCS believes that we have a unique understanding of your specific needs for products and
services. Further, we believe that it is in the area of service where a vendor can truly be
evaluated and differentiated.

•

Each of our clients has seen their expectations exceeded due to our ability to dedicate the
correct resources to each opportunity. Additionally, PCS does not stop at providing collect only

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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services. In fact, we have created innovate programs such as INTELLITalk and have been
successful in implementing an automated debit system in 100% of our clients locations that
have requested these services.
As noted above, PCS and our partners service both ICE and FBOP Federal Agencies that
house offenders and detainees. In addition, we service '19 State Department of Corrections
facilities with a total combined offender population of over 400,000 offenders.

•

Finally, PCS has presented a guarantee that we will have debit and prepaid services tested and
operational for offender use upon system turn up. We look forward to presenting our service to
the MODOC in the next round of discussions and are committed to exceeding your
requirements both now and in the future.

•

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State of Missouri
Offender Telephone Services - RFP 82Z05070 .

EXHIBITC
PROPOSED METHOD OF PERFORMANCE

C-l

The evaluation of the offeror's proposed Method of Performance shall be subjective
based on the requirements stated herein. Therefore, the offeror should present
information, which documents all proposed Method of Performance. The state reserves
the right to use this information, including information gained from any other source, in
the evaluation process.
I.

System Requirements: The offeror should describe all equipment and services proposed to meet
the provisions and requirements of the System Requirements section. The offeror should
specifically describe the following items:
a.

A detailed description of the manner in which the offeror proposes to achieve each of the
features and functions required for each of the two OTS applications, specifically, Basic
OTS and Basic OTS with Option I.

o PCS understands and will comply.
The offender telephone system proposed by Team PCS is based upon the VAC
Focus 100 offender call processing and information management technology. This
solution is a site based, self contained, offender call processing and data
management switch. The system features an analog or digital voice network
interface, digital audio recording, digital call monitoring, and fully scalable CDR
audio and storage capacity. The system is designed specifically to operate with the
highest degree of reliability in the challenging environment of the corrections
industry and features a digital and analog voice network interface, digital audio
recording and fully scalable CDR and audio storage. The system has been
engineered with the highest level of call processing accuracy available and
incorporates and extensive array of call management features and investigative
tools for activation at the facility.
The call processing software incorporates both PIN
and non-PIN offender access capability with a full
range of collect-only and pre-paid debit control
features. User interaction is through a Windows
based Graphic User Interface and is easy to learn
and use.
Audio Recording and monitoring is achieved
through multi-channel digital recording and
monitoring capabilities and all recordings are
accessible on line with the proper security.

Figure C-1 Focus 100 Call Processor

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[!::~1Jec.s

State of Missouri
RFP 82Z05070

--",.......--.
Offender Telephone Services --------------------------------------

•

System Configuration
Redundancy will be accomplished by providing redundant hard drives for each of
the call processors on each site. In addition, all call data is collected periodically
and collectively stored at VAC, Huber and PCS offices offsite. Network diversity is
achieved by providing a self healing network with alternate paths in and out of the
facility as well as excess bandwidth in the off site network to be used in the event
of a network failure or equipment compromise.
Team PCS's approach to the Basic OTS system requirements will be to deploy the
technology presented above in a configuration that utilizes the call blocking feature
of the processor to block specific telephone numbers, administer a PIN program
(once the PIN is purchased through the canteen and entered into the system), and
use the PIN to make collect and station to station calls. In addition the VAC Focus
100 will be configured to ensure that only one way, outgoing call service is
available from all phones and that those calls can be processed quickly with an
automated attendant. The system will block direct-dialed calls of any type and will
not allow access to 411,800,900, and 9'11 calling at any time. The system will
block access to alternative carriers through 950, 800, 10 and 10-XXX numbers.
The system will be further configured to complete a call only upon positive
acceptance by the called party and will brand the call as originating from the
MODOC facility with only the called party hearing the announcement.
The Team PCS Basic OTS system will have active, selective shutdown capability
at the total institution and central control center level. The system will be capable of
shutting down selected telephones and/or selected housing units.

Team pes proposes
to configure the call
processing system
in a manner that will
include the following
additional features
and functionality in
the Basic OTS:

•

The system will be capable of processing calls on a selective
bilingual basis in either Spanish or English.
Calls will be subject to the injection of a pre-recorded
announcement to the called party indicating the source of the call.
Callers will be prevented from making or conducting any type of
three-way calling regardless of the location of the called party.
Team pes proposes to configure the call processing system in a
manner that will include the following additional features and
functionality in the Basic OTS:

1. The availability of Monitoring Reports that will identify authorized call lists
by PIN as well as all calls completed by PIN or authorized number.
2. A fully operational PIN system that does not require administration by the
MODOC staff and includes:

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

State of Missouri
Offender Telephone Services - RFP B2Z05070

a. Capability of generating a unique PIN for each offender using what
ever identification that is appropriate for the facility
b. Capability of storing all PINs in database that is accessible to all
authorized agency personnel
c.

Capability of providing automate allow lists associated with each PIN.

d. An alert system that will detect and prevent a call made to a restricted
number, an attempted call made by an unauthorized PIN or a PIN call
made from a restricted telephone.
e. PIN portability that will allow the same PIN to be used between
institutions
3. Customized reports to include those identified in section 3.3.2 of the bid.

G

pes is aware of the
The Team PCS solution proposes to include the
delay
in
items identified in section 3.4 Option 1 OTS
implementing the
Requirements as a fully integrated part of the OTS
debit system at the
Basic requirements. PCS is aware of the delay in
MODOC and
implementing the debit system at the MODOC and
therefore proposes to include this capability in the
therefore proposes
Basic Requirements. PCS and Huber & Associates
to include this
have designed a fully integrated debit system that will
capability in the
function as an additional feature in the existing Huber
Basic Requirements.
Inmate Banking System and will be fully integrated
into the existing canteen process upon creation of the new UPC code for the debit
system. The team proposes to make this available to the MODOC upon cutover
from the existing provider.
Team PCS agrees to provide all of the debit functionality required as identified in
section 3.4.
.

FOCUS 100 CALL PROCESSOR FEATURES
Call Processing: The Focus 100 call processing software incorporates both PIN
and non-PIN offender access capability together with a full range of collect only
and a combination of prepaid debit and collect call control features. User
interaction is through a Windows-based Graphic User Interface and is easy to learn
and use.
Audio Recording and Monitoring: Focus 100 incorporates integrated multichannel digital recording and monitoring capabilities. Recorded conversations are
stored on line.
Operating Configuration: WAN-based client-server environment
Processing Capability: Self-contained integrated processing capability in the form
of premium quality industry-standard scalable servers.

.....

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State of Missouri
Offender Telephone Services - RFP 82Z05070

.-~~

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

Operating System: Windows NT
Workstation Interface: Compatible with most mid- to high-range industry-standard
products

•

Integrated Audio Recording and Monitoring: Digital, real-time recording and call
recording. Call recording storage capacity in 3~-day, on-line increments up to 365
days before archiving. Audio monitoring of live or played back conversation by
local or remote (WAN or LAN) workstation.
Diagnostics: Full support for both remote WAN-based and local diagnostics
covering all on-board hardware and software applications.
Voice Network Interface: Digital (e.g., T1, etc.) or analog; line concentration, or
1: 1 connectivity.
Data Network Interface: Frame, T1, 56-264kbps, dedicated, leased, or dial-up
lines.
Data Storage: Typical storage of call detail records in 3~-day increments up to 365
days before archiving. Integrated Surge Protection and UPS: Integrated. 1200
Watts. Scalable from 15 minutes protection.
Offender Telephone Capacity: Up to 96 stations x 72 trunks in 4-line increments.
Can be grouped with additional System1 00 units for almost unlimited offender
station coverage.

•

Cabinet Dimensions: 23.5" x 31" x 76" Environmental: Operating Temperature:
35-90° F; Humidity: 2-98% non- condensing.
Power Requirements: 115VAC, 20 amps. FCC Certification: Meets the
requirement of FCC Part 68 and Part 15.
System Reliability: 99.9988% uptime.
INTEGRATION AND INNOVATION
PCS has the experience and expertise to meet and exceed the stated
requirements for both the Basic Offender Telephone System and Option 1. We've
designed and developed many highly innovative and customized solutions for
correctional institutions nationwide.
Debit Calling
The PCS solution will allow offenders to purchase debit telephone time as easily as
they purchase candy bars and other items. The canteen simply adds debit
telephone time as a line item in the list of available goods and PCS adds that
amount to the offender telephone system. This can be done without any

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State of Missouri
Offender Telephone Services - RFP B2Z0S070

o

administrative work on the part of agency personnel, instead It will be completely
managed by a PCS representative or an automated system can be created. PCS
has extensive experience in creating interfaces between canteen systems and our
offender call processors. For more detailed information on Debit Calling see
paragraph 3.4.2.a.
INTELLITalk:
Offender families can to set up a pre-paid account with
PCS to accept calls to homes with billing problems,
hospitals, nursing homes, or cell phones. There are no
charges related to setting up or maintaining an
INTELLITalk account. Enrollment can be completed
quickly and easily by either calling to the toll-free PCS
telephone number, mailing to pes the registration form
found at each of onsite at the correctional facilities, or
through our website at www.collectcallhelp.com.

Offender families
can set up a prepaid account with
pes to accept calls
to homes with
billing problems,
hospitals, nursing
homes, or cell
phones.

Please refer to Attachment P for more information on the
INTELLITalk program.
OTe Telephones

o

In addition to the call processing and call recording technology deployed, Team
PCS proposes to use the NaviteliOTC Telecom OTC-2110V2 full feature Inmate
Coin less phone that is designed for use in the corrections environment.

Figure C-2 Navitel/OTC Telecom OTC"

The OTC-211 OV2 offender telephones are vandal resistant, surface mounted
telephones with metal housing, steel armored handset cord and stainless steel
lanyard. The phones are manufactured in 14-gauge stainless steel, thoroughly
field-tested, and are currently used in indoor and outdoor correctional facilities. All
telephones are compatible with standard Telco mountings, which include 10A coinless and WE-COL type mountings. The offender phones will have no exposed
screws, bolts, metal or other hard-sub-stance fasteners or any other material that
can be removed from the phone without a special security removal device.

Standard Features:

o

•
•
•

Line powered and compatible with any standard subscriber carrier loop
All-weather metal keypad and sealed magnetic switch hook
Single-unit solid-state electronics

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State of Missouri
Offender Telephone Services - RFP B2Z05070

•
•
•

Built-in secondary lightning protection
Suitable for indoor/outdoor installation
Dimensions: 21.2"H x 7.5"W x 2.5"0 (4.5" deep with cradle)

•

Each phone will be connected via the existing facility infrastructure and will be
further integrated into the Team PCS Virtual PIP MODOC Private Network that will
be implemented, monitored and secured by PCS. Please refer to Attachment H for
more information on the proposed aTC offender phones.
LOCAL AND LONG DISTANCE NETWORK
pes is solely responsible for billing, collecting, and charging all local and long
distance calls for the end users. Because pes is not an IXC or LEe, we do not
own our own network. We lease networks from other providers based on the best
choice in each geographic location. This allows us the flexibility to make the right
choice for each of our clients' facilities. pes currently has Master Agreements with
AT&T, SSC, Owest, Sprint, and MCI.
SERVICE AND SUPPORT

Remote Diagnostics:
The Call Processor can be operated remotely and is capable of reporting on-site
diagnostic operations or other programs Initiated from either local or remote
control. pes has developed as part of its preventive maintenance and diagnostic
program, a real time 24-hour/7-day alarm and diagnostic interface, in part as a
result of the ability to provide a WAN and real-time reporting into pes' SOPHIA
phone management system. For more information on SOPHIA see G.

•

pes has developed a statistical database with each individual facility's calling
patterns to determine a set of parameters, which provide thresholds to determine
any irregular calling activity. From triggering of a parameter threshold, escalation
and alarm has been disseminated to the appropriate pes staff. Therefore, remote
diagnostics is a 24/7 ongoing process that ensures optimal performance of the
system.
pes uses Big Brother software to identify any potential issues in Frame and WAN
connectivity at our client sites. Big Brother diagnostically monitors all call
processors each hour for changes in the external environment using SNMP
(Simple Network Management Protocol) standards. Any change automatically
informs pes customer service technician and steps are taken to identify and
correct the problem.

Qualified Service Technicians:
ShawnTech technicians will provide the complete installation and repair of offender
call processing equipment, workstations, recording and monitoring equipment and
offender telephones. The State will have the sale right to approve any or all

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State of Missouri
Offender Telephone Services - RFP B2Z05070

o

subcontractors proposed for this contract. For more information on Shawn Tech,
see Section B.1.1.

PI N Management
As part of TeamPCS, Huber & Associates will continue its 20-year association with
the State of Missouri. PIN management services that will be provided by Huber &
Associates include: Programming Services, PIN Administration, and Debit System
Administration. For more information on Huber & Associates, see Section B.1.1.

PCS Customer Service and Escalation Procedures:
PCS, as the prime responsible party will coordinate all offender telephone system
related repair issues. In order to report a problem, both staff and consumers can
call 1-800-6-lnmate. The Customer Service Unit operates with an internal
escalation procedure to ensure timely and accurate
.
Th~ Customer ~ervlce
responses. Internal procedures include a "no-hold
policy" for all incoming callers. This policy
~mt operates ~Ith an
maintains that customers will experience no hold
'"ternal escalation
time when calling the PCS Customer Service Unit
procedure to ensure
to report a repair or request technical assistance.
timely and accurate

responses. Internal

..
A

In addition, all customer service operations function
procedures include a
on a 24 x 7 x 365 basis in accordance with the
"no-hold policy" for all
Escalation Procedures outlined in Attachment K.
incoming callers.
pes is committed to maintaining a proactive
relationship with the client for both pre-maintenance and emergency responses in
order to maximize customer satisfaction. This includes ongoing remote diagnostics
to correct any potential problems before they occur as we" as onsite repair
technicians once a trouble has been reported.

SOPHIA
PCS will provide our System Operations and Proprietary Handling of Information
and Accountability (SOPHIA) software application. SOPHIA is a web-enabled,
password-protected phone management system that allows correctional facilities to
securely access their own records directly from their desktop computers. Not only
is this information viewable, but it can also be downloaded and used to create
customized reports.

h. The ability to provide customized reports, and state the amount of time necessary to develop
and deliver such reports.

o The PCS system has over thirty (30) standard reports plus a flexible, user-friendly
CDR Browser ad hoc query feature that will provide robust reporting capabilities to
the State. However, should the State have additional reporting requirements not
listed below; custom reports can usually be produced within twenty-four hours.
CDR Browser Ad Hoc Query - will provide customized reports on Call Detail
Records that allows investigators to:

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C~.-<-.-

State of Missouri
Offender Telephone Services - RFP B2Z05070

.-7hoP~.

•
•
•
•
•
•
•
•
•

Display or suppress any stored piece of information about a call record,
Sort ascending or descending on any of the fields selected,
Select for one or more values in each selection field (e.g. multiple originating
stations, multiple called numbers)
Allow wild card search criteria
Select for a range of dates and times
Search calls of a specified length
Search calls of a particular type
Any call selected can be played by users with appropriate security authority
as well as exported to a CD
Save frequently used ad hoc queries for future use.

•

The user will enter the GUI interface, select their search criteria for a specified
report, click on the preview/print button and view the report results. A screen shot
of the system interface GUI depicts how the user is allowed to define the
parameters to be applied to produce the customized report:

1 .... I"lf ill.

[0I1Amll

17fU1'/7rtf14nOHn

';J'/llIl7lln~/I'I'1

,"?

•

...
'

Figure Col Custom Report Parameters

The Data screen allows the user to view call records within a facility, select
parameters, view call detail records, play recordings, selecVhide columns, and sort
data etc.
STANDARD SYSTEM REPORTS - Over thirty (30) standard system reports are
available and are easily accessible using a GUI interface on the system or via the
web browser. These reports are indexed and tabbed by the following categories:
Financial Reports, Maintenance Reports, and Investigative Reports as follows:

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State of Missouri
Offender Telephone Services - RFP 82Z05070

•
Figure C-4 Standard System Reports

An overview of each standard report is as follows:

•

Financial Reports
1) Call Refund
Generates and prints a summary transaction report when a Caff Refund
transaction is performed
2) Daily Call Charges
Provides a list of collect and debit call activity for a day or date range.
3} Financial Transactions
Provides a record of the total number of financial transactions for an
individual offender.
4) Inmate Deposit
Provides a record of individual offender deposits.
5} Inmate Reconciliation
Offers a detailed reconciliation of an individual offender's debit account.
Maintenance Reports

•

6) City by NPA-NXX Search

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'~i.P..CS
._n...p.....-.

State of Missouri
Offender Telephone Services - RFP B2Z05070

•

Provides the city and state for a particular NPA-NXX
7) Local Exchanges
Provides area codes and exchanges designated for the local calling area.
8) Non-Area Code/Exchange Attempts
Provides call attempts to invalid area codes.
9) Percentage Grade of Blocking
Provides hourly call traffic information showing the number of calls
attempted, the number blocked by traffic, and the percentage blocked.
The report can be obtained by entering the desired report period
10) State By NPA (Area Code) Search
Provides the state for a particular NPA
Call Detail Report Provides the
completed calls by
offenders (in the order
that they were placed)
over a specified time.
The report can be
obtained by entering
the offender and a
specified time frame.

Investigative Reports
11) Account Telephone Number List
Provides a complete current list of allowed
associated with a specified offender account.

numbers

12) Alert Notification

•

Provides calls made by offenders placed on alert and calls
made to telephone numbers that have been placed on alert
status during the desired report period. The report can be
obtained by entering the desired report period.
13) Approved Telephone Numbers Search

Provides a list of the offenders that are allowed to call specific telephone
numbers. The report can be obtained by entering the telephone numbers
and the desired report period.
14) Call Detail
Provides the completed calls by offenders (in the order that they were
placed) over a specified time. The report can be obtained by entering the
offender and a specified time frame.
15) Calls From PIN Not at Facility

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State of Missouri
Offender Telephone Services - RFP B2Z05070

Provides all offenders' attempts to place calls with Invalid PIN numbers.
The report can be obtained by entering the desired report period.
16) Chronological list of Calls
Provides a log of the call attempts (successful and unsuccessful) in the
order that they were placed. The report can be obtained by entering the
type of call (collect, debit, or both) and the desired report period.
17) Currently Suspended Telephone Account
Provides a list of offender telephone accounts where calling privileges
have been suspended during the desired period. The report can be
obtained by entering the desired report period.
18) Extra Dialed Digits
Provides a list of aI/ calls where extra dialed digits were detected during
the desired period. The report can be obtained by entering the desired
report period
19) Frequently Dialed Numbers

•

Provides a list of the telephone numbers called more than a specified
number of times within a specified range of dates. The report can be
obtained by entering the minimum number of calls to the telephone
number and the desired report period.
20) Inmate Directory
Provides a log of all offenders. The report can be obtained by entering the
desired report period.
21) Inmate History
Provides all transactions associated with an offender telephone account
over a specified time including canteen account debit calls, col/ect calls,
deposits, refunds, transfers, andfor changes to offender telephone list.
The report can be obtained by entering the offender and a specified time
frame.
22) Inmate Transfers
Provides a list offender telephone accounts that have been received or
transferred during a specified time. The report can be obtained by
entering the offender and a specified time frame.
23) Locally Blocked Telephone Numbers
Provides a list of all phone numbers blocked by the local facility.

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Slale of Missouri
Offender Telephone Services - RFP B2Z05070

24} New Inmate(s}
Provides all offender telephone accounts added during the specified time
period. The report can be obtained by entering the desired report period.

•

25) Quantity of Calls Placed
Provides a list of all offenders that have placed calls in excess of the
user-defined number of calls in a specific time period. The report can be
obtained by entering the minimum calls threshold, type of call (collect,
debit, or both), and desired report period.
26} Quantity of Minutes Called
This report provides a list of all offenders that have placed calls in excess
of a user defined total amount of minutes in a specific time period. The
report can be obtained by entering the minimum amount of minutes
threshold, type of call (collect, debit, or both), and desired report period.
27} Released Inmates
Displays offenders released and removed from the offender telephone
system. The report can be obtained by entering the desired report period.
28) Speed Dial Search
Displays offenders who have called the same telephone number during a
specified time. The report can be obtained by entering 3-digit speed dial
codes.

•

29} System-Wide Blocked Telephone Numbers
Provides a list of all phone numbers globally blocked throughout the
prison system.

3D}

Tel~phone

Numbers Called by More than One Inmate

Provides a list of telephone numbers that have been called by a user
,defined number of offenders within a specific time period. The report can
be obtained by entering the minimum number of offenders calling and the
desired report period.
31} Telephone Numbers Listed in More than One Account
Provides the telephone numbers that are on more than one offender's list
of numbers allowed to be dialed. The report can be obtained by entering
the minimum number of offenders calling and the desired report period.

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State of Missouri
Offender Telephone Services - RFP 92205070

32} Telephone Number Usage
Provides a list of all calls made to a user specified telephone number(s).
The report can be obtained by entering the telephone number, type of call
(collect, debit, or both), completed, uncompleted, or both calls, minimum
call duration, and a specific time period.
33) Toll Free Numbers Called by Inmates
Provides a list of toll free numbers (800, 866, 877, 888 etc.) called by
offenders. The report can be obtained by entering the desired report
period.
34) Three Way Call Detect
Provides a list of how many 3 Way Call attempts were detected. The
report can be obtained by entering the desired report period.
c.

Provide a complete, detailed description of equipment proposed, including brochures with
technical specifications.

o In an effort to meet and exceed our customers' standards, PCS will install a state-

o

of-the-art fully automated offender call management system. The Focus 100 is a
site-based, self-contained, offender call processing and data management switch
which can be deployed at a single or multi-site
For a video
project as part of a WAN-based client-server
architecture. The system features an analog or digital
demonstration of
voice network interface, digital audio recording,
the PCS Offender
digital call monitoring, and fully scalable CDR and
Telephone System,
audio storage capacity. This CPU based system is
please see
based on proven telephony technology, designed
Appendix C-1 in
specifically to operate with the highest degree of
Section C.
reliability in the challenging environment of the
correctional marketplace. In addition to reliability and
system up time, the PCS system has been engineered for the highest level of call
processing accuracy and has incorporated an extensive array of call management
features and robust investigative tools.
The PCS system contains only the most current industry-standard, premium
hardware and software components. The software components that are used are
the most current versions available from Microsoft
including MS Sal 2000, 2003 Server, Windows 2000
It is important to
and XP workstation. This technology also
note that each and
incorporates the latest hardware products offered by
every call
Dell, Intel, and Hewlett Packard, Minuteman, Cisco,
attempted through
and telephony processing products by Global Call
the system will
Technology (formerly Dialogic Corp.).
Administrative workstations will be installed on a
local Area Network and will permit access to

generate a call
detail record.

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._,.,...

.......

State of Missouri
Offender Telephone Services - RFP B2Z05070

•

administrative and investigative capabilities (query, display or print) based on the
user's security level. The workstation consists of a Windows 2000 PC platform,
keyboard, and mouse, along with a 17" color monitor and printer. The system and
its components operate utilizing proprietary software, which has been specifically
designed for use in the corrections marketplace.
PCS will provide call processing technology along with the required investigative
and call control features. It is important to note that each and every call attempted
through the system will generate a call detail record. This record is the cornerstone
of the system's investigative capabilities. The system offers a multitude of search
criteria on Call Detail Records (CDRs) including; offender name, PIN Number (if in
use), called number, date, time, and/or offender phone. In addition to the CORs,
each call will be digitally recorded using "Shadow" technology. While viewing that
same CDR, with a simple click of the mouse the investigator may retrieve and play
the recorded conversation and make investigative notes for future reference. (For a
video demonstration of the PCS Offender Telephone System, please see Appendix
C-1 in Section C).
PCS' team of seasoned professionals conducts thorough
No installation is
quality assurance tests immediately following
complete until the
manufacturing and prior to shipping to the site and upon
system is formally
installation, testing is again conducted to ensure the
accepted
by the
system is fully operational. No installation is complete until
customer.
the system is formally accepted by the customer. Once the
installation is complete, training is conducted on site to all
identified facility personnel. Support of the system continues after installation
through extensive 24/7 remote diagnostics by the Host Monitor system and 24/7
access to our Technical Assistance Center.

..

Focus 100Systeri1: SPeclficatlo'r1s :'"

Focus 100 Digital Trunk
Capacity·
Focus 100 Analog Trunk
Capacity·
Half-height
Stand-alone
System
Full-height
Stand-alone
System
Environmental

~

".~,,-

"

,

~

•

"!

Up to 1536 stations x 1536 trunks in 4 Racks
Up to 1536 stations x 1104 trunks in 4 Racks

24" x 37" x 48" Max: Analog: 96 stations x 72
trunks Digital: 96 x 96
24" x 37" x 76" Max: Analog: 288 stations x 216
trunks Digital: 288 x 288
Temperature: 35-90° F; Humidity: 2-98% noncondensing
115VAC, 20 amps (up to 2 required in Full-height
Power Requirements
Rack)
Meets the requirements of FCC Part 68 and Part
FCC Certification
15
Digital & Analog
Voice Network Interface
Windows 2000'11>
Operating System
For companson purposes only. There IS no theoretical system capacity limitation.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

•

d. The equipment brand, model, manufacturer, and FCC registration number (if applicable).

o This general overview provides a breakdown of the proposed system hardware
and software:
"~to

L'=..,.n.{;;.or•• I'.v ...... ~nu'actl.l..,

..~~'L',·.

.', ,,;..'~ff{';' . ,

Intel Dialogic HDSI (High Density
Station Interface) Cards to offender
phones
Intel Dialogic DMV 600B and
12008 - 48 and 96 port CO trunk
interface cards
Dell Optiplex GX 280

Telephony Boards

Workstations & Monitors

•

.

Servers

Intel SC5200 series SU Server
NEBS compliant chassis
SE7500 series motherboard
2 2.4 GHz Xeon CPUs
10 SCSI slots per chassis (- 2.5
TeraBytes of available disk storage
using 292GB SCSI drives wI raidS
HSS)

UPS
Data Storage
Printers

Tripp-Lite
Dell 2203
Hewlett Packard Deskjet 3650

Routers

Cisco 1700

Audio Recording

Value Added Communications

Audio Monitoring

Value Added Communications

RaidS HSS SCSI wI dual channel
U320 ROMB disk controller
Cheetah 292GB, 146GB, or 73GB
SCSI U320 3.5lP 10KRPM SCA
drives
NOTE: All new installations include the latest equipment version after
it has been tested and evaluated through VAC's rigorous Quality
Assurance process.

Disk Arrays

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",.-".'

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···~~l;,wr·
~t~:SjstiniISoftWare:~. . 1IID'
.. '.eve
'J?;'.J:~'
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Call Processing
Operating System
Database
Audio Monitoring
Report Generation

Value-Added Communications
Microsoft
Microsoft SQl
Value-Added Communications
Value Added Communications

~?'A"'dClltlonal:Optlo·nal~S.oftWari::·~

•

Revenue Management System

'~'~n~~;'
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Value-Added Communications

C-15

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State of Missouri
Offender Telephone Services - RFP B2Z05070

e.

•

The fraud prevention features provided with the OTS.

o The system includes the following fraud prevention features.
RECORDING OF 100% OF OFFENDER CALLS WITH
PIN:
Every time a call is placed, the offender enters the
assigned PIN, which immediately associates the call with
that offender. Investigators can then search call records
and recordings on every call for every offender. The first
time an offender places a call, the system prompts for
his/her name. This recording is then stored and used on
all future calls using that PIN. This prevents any
messages from being passed to the called party.
ALLOWED CALL LIST:

Every time a call is
placed, the offender
enters the assigned
PIN, which
immediately
associates the call
with that offender.
Investigators can then
search call records
and recordings on
every call for every
offender.

Each offender PIN account will have a defined list of
allowed numbers ("calling list") which offenders are permitted to call. Offenders are
strictly prohibited from calling any number that is not either a) present on their
personal allowed calling list or b) present on the State (or facility) global allowed
calling list.
PREVENTION OF CHAIN DIALING:

The PCS system is capable of detecting dialing patters that could be attempts at
fraud. For instance, the system will allow completion of only one dialed number per
individual attempt and will block the offender's dialing attempt until the initial call is
terminated. To place an additional call, the offender must repeat the entire dialing
sequence. If the call is dropped for any reason, the offender will be advised to hang
up and dial again.

•

VOICE OVERLAY FOR NOTIFICATION OF OFFENDER CALL:
The PCS system may be programmed to interject a
voice announcement at random intervals throughout
each offender phone call. The announcement content
will notify the called party that they are speaking to an
offender at the "Facility Name". The announcement
volume will be reduced to a level that is not obtrusive,
but still audible.
3-WAY CALL DETECTION:
The PCS solution is designed to isolate three-way call
attempts by detecting multiple call characteristics
typically associated with this type of activity. In addition,
the three-way call detect feature may be programmed to

C-1S
, : } PrinteCi on RecycleCi Paoer

The pes solution is
designed to isolate
three-way call attempts
by detecting multiple
call characteristics
typically associated with
this type of activity. In
addition, the three-way
call detect feature may
be programmed to
disconnect the call or
merely initiate a warning
message.

•

State of Missouri
Offender Telephone Services - RFP 82Z05070

disconnect the call or merely initiate a warning message. Regardless of the setting,
three way call detection events are tracked and noted in the call detail record and
made available for review in a report designed specifically for this purpose.
MONITORING SYSTEM DATA
PCS proactively monitors system data looking for fluctuations in traffic and revenue
that are indicative of fraud.
f.

How remote diagnostics will be performed to determine if a problem is with a telephone unit or
telephone line.

D

PCS' overriding commitment is to the operational reliability of all installed
platforms. Top system performance is assured with 24/7 remote diagnostics under
the watchful-eye of PCS Customer Service.
A ten-month study of the system pes is proposing was conducted throughout the
Federal Bureau of Prisons. The tabulated results reveal less than one minute of
down time per month. The results are summarized as follows:

o

Average Downtime per site
per month
System Availability
Percentage

35 seconds
99.9988%

The proposed system will be equipped with diagnostic capabilities that can be
utilized on-site or accessed via remote communications. Remote diagnostics
include the ability to test trunks, telephones and make test calls from a remote site.
Systems are constantly monitored using these internal diagnostic capabilities.
Performance outside the "normal" range of operations will trigger an alarm to notify
facility personnel. In addition, each system is polled nightly through an automated
process. Any service condition encountered during this polling triggers an alarm
that will be investigated and resolved as appropriate without the facility's
intervention.

pes uses Big Brother software to identify any

o

In case the assigned
pes technician is
unable to respond in a
timely manner, Big
Brother automatically
escalates problem
notification to the next
level personnel.

potential issues in Frame and WAN connectivity at
our client sites. Big Brother diagnostically monitors
all call processors each hour for changes in call
patterns using SNMP (Simple Network
Management Protocol) standards. Any change
automatically informs PCS customer service
technician and steps are taken to identify and
correct the problem. In case the assigned pes
technician is unable to respond in a timely manner, Big Brother automatically
escalates problem notification to the next level personnel. In some instances, Big
Brother automatically corrects the problems if the procedures are pre-programmed
into the system. This feature reduces the time and effort required for manual
intervention to correct system related problems.

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State of Missouri
Offender Telephone Services - RFP B2Z0S070

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

The Big Brother software will identify any potential issues in Frame Relay and
WAN connectivity. The following screen displays the status of the system
connection s.

•

Other features of this software include:
•
•
•
•
•

•
•
•

Monitoring host resources (processor load, disk and memory usage, running
processes, log files, etc.).
Monitoring environmental factors, such as temperature.
Generating contact notifications when service or host problems occur and get
resolved (via email, pager, or other user-defined method).
Defining event handlers to be run during service or host events for proactive
problem resolution.
Providing external command interface that allows on-the-fly modifications to
be made to the monitoring and notification behavior through the use of event
handlers, the web interface, and third-party applications.
Retaining host and service status across program restarts.
Scheduling downtime for suppressing host and service notifications during
periods of planned outages.
Providing a web interface for viewing current network status, notification and
problem history, log file, etc.

In addition to monitoring the call processor(s), Big Brother routinely checks all the
end user workstations to ensure that all our services are active and usable. It also
detects and monitors circuit problems if it encounters problems in connecting with
the systems and machines it monitors.

•

When service interruptions and system failures are reported by Big Brother, PCS'
Customer Service personnel enter all pertinent information into an electronic
trouble ticket system. This system is then used to track the repair process and
ensure the timely response to all customer concerns (For more information on Big
Brother see 3.3.1.r.).

g.

System's ability to detect the called party's attempt to access 3-way and conference calling at
any time during the call and immediately following the connection of the call and must describe
how such calls will be tenninated.

o Read and agreed. The PCS system is designed to isolate three-way call attempts

by detecting multiple call characteristics typically associated with this type of
activity. The three-way call detect feature can be programmed to disconnect the
call or merely initiate a warning message. Regardless of the setting, three way call
detection events are tracked and noted in the call detail record and made available
for review in a report designed specifically for this purpose.
The PCS System employs several methods to prevent three-way calling. These
include the following:

C-18

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•

State of Missouri
Offender Telephone Services - RFP 82Z05070

•

Silence Detection
The PCS System can be configured to detect periods of silence on the line.
This is done to prevent the parties on the call from having the time necessary
to make a three-way or conference call.

•

DTMF Detection
The system monitors the call to detect extra touch-tone sounds (OTMF)
during dialing. This is done to prevent offenders and called parties from
dialing a second number in an attempt to make three-way calls.

•

Tone Detection
The system is typically configured to detect noises that are not part of normal
dialing and phone usage - such as a second ring (as would occur if a third
party call was attempted). This is done to prevent procedures that could open
a channel to enable a three-way call.

•

Voice Overlays
When the called party accepts the call, a voice overlay informs both parties
that three-way call attempts may lead to disconnection. The system continues
to play this warning randomly.

While all of these methods work to prevent three-way calling, all of the sound
detection features can return a "false positive" reading. Therefore the sensitivity
setting has to be properly adjusted to balance robust detection with false positive
prevention.
Once the system is up and running for a period of
time, traffic patterns and call activity will be
analyzed to determine the optimum sensitivity
setting for three-way call detect. At this time, the
disconnect feature will be enabled. From this
point forward, calls that trigger the three-way call
detection feature will be disconnected.

Once the system is up
and running for a period
of time, traffic patterns
and call activity will be
analyzed to determine
the optimum sensitivity
setting for three-way call
detect.

While every effort is made to improve the
accuracy of three-way call detection, it is possible for other events on a call to
inadvertently result in call disconnection. These include:
•

Non-voice sounds during the call

•

Extra digits dialed during the call

•

Dropping or tapping the handset

•

Use of the call waiting feature by the called party

The system automatically notes in the call record when a three-way call has been
detected. The following screen shot depicts a Call Detail screen showing that a 3way attempt occurred:

,:l

C-19
Printed on Recycled Paper

State of Missouri
Offender Telephone Services - RFP B2Z05070

IE3

'"', Call DetaIls
."

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!I'

Telephone F.!7280834B3
DoMo I Time 10810412003 09:20:05

Call Rowh

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call

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II
II
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State fTX

~=~I~I'~-flaly~~-:~·,-:~:;·_ifE~i=JJ
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,

Figure C-5 Call Detail showing 3-way call attempt

h.

How call acceptance occurs including how the pre-recorded messages are presented.

o The following steps are required to place a collect call from an offender phone:
STEP

Offender lifts receiver,
Offender dials called party number
3 System prompts offender for PIN (where
used)
4 Offender dials PIN (where used)
5 System checks for blocks and performs L1DB
query
6 Outgoing CO trunk is seized and recording is
started
7 DTMF digits are sent to PSTN
8 PSTN completes call and rings called party
phone 2 times
9 Called party answers "Hello"
10 System plays State branding message to
called party·
11 Called party dials '5' for positive acceptance
12 Two way conversation can commence

1
2

Total

C-20

TIME IN SECONDS

5
1
1

3
2

1
12
2
15
1

47

fZ} Printed on Recycled Paper

•

•

State of Missouri
Offender Telephone Services - RFP 82205070

o

NOTE: The system can be programmed to allow the called party to accept the call
during the branding message so this time could be reduced by up to 13 seconds.
I.

How the OTS will work with the local telephone company to insure that no incoming calls will
be received.

o Read and agreed. PCS employs several methods to ensure there will be no
incoming calls to offender telephones.

1) PCS will only provision outgoing trunks.
2} The call processor will be configured for one-way outbound traffic and will
prevent incoming calls from being connected to offender telephones. The
OTS has both Trunk Cards (outgoing) that connect to the outside world and
Station Cards that are connected to the offender phones. Thus even if a call
was made to an outside trunk it would not have any access to the station
cards. The only time a bridge is made between station and trunk cards is
when a called to party accepts an incoming call. Additionally the switched
software internal to the OTS does not assign any station to a trunk.
3} The offender telephones have no ringer or other means of signaling an
incoming call.
No caller ID will be available on any of the outgoing trunks. Thus family members
will not receive any trunk identification and would have no way of knowing what
number to call.

o
j.

How international calls shall be provided.

D

PCS provides more methods by which to allow offenders to make international
calls than any other provider in the corrections industry. There are several methods
by which offenders can place international calls,
There are several
Debit, Prepaid INTELLlTalk and Collect. PCS is
currently the exclusive provider of calling for all
methods by which
Federal ICE (Immigration and Customs
inmates can place
Enforcement) facilities and thus has over 10
international calls,
years of experience in providing high volume
Debit, Prepaid
access for offenders internationally.
INTELLITalk and Collect.
The same call control features such as time
limits, mandatory PIN, option for positive acceptance, recording/monitoring,
number block etc, will be in place. The same call control features, which include
allowing Debit, Collect and or recording the number can be established on a facility
or statewide basis.

o
C-21
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State of Missouri
Offender Telephone Services - RFP B2Z05070

•
Figure C-6 Number set-up screen showing payment method

Debit Calling:
With PCS's guarantee to have debit callingl available to offenders upon system turn
up, offenders will have the ability to call anywhere in the world by transferring funds
to their OTS account. The offender will simply use the same dialing sequence that
they are currently using.
With pes's guarantee to
Once prompted to dial a number they will dial 011 +
Country Code+ City Code + Number and the
international number will be dialed. The MODOC
will instruct PCS to either allow the number to be
connected upon answering of the phone on the
called to party's side or positive acceptance will be
required. Due to the multiple languages available
with the "called to" party, it is recommended that
the positive accept feature be turned off. Calls to
Canada, England, Australia, the Bahamas and
other English speaking countries can continue to
have it activated.

have debit calling
available to offenders
upon system turn up,
offenders will have the
ability to call anywhere in
the world by transferring
funds to their OTS
account. The offender will
simply use the same
dialing sequence that
they are currently usin~.

•

As noted in Exhibit A, the rate to any international country will be based on a flat
rate, thus easy for everyone to understand.

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C-22
, : } Printed on Recycled Paper

•

-

State of Missouri
Offender Telephone Services - RFP B2Z05070

Prepaid Calling:
As described in earlier sections, a Prepaid
IntelliTalk account can also be created for
international families and friends. These
accounts can be created on-line or by
contacting pes billing department.

Family and friends can
provide funds to their
INTELLITalk account 24
hours a day, no matter in
which country they reside.

The instructions are both in English and
Spanish. Family and friends can provide funds to their INTELLITalk account 24 hours
a day, no matter in which country they reside. Credit cards are accepted, thus
facilitating any transactions.

Collect Calling:
International Collect calls, with an exception to Canada, must at this point be placed
through a live operator. pes's international operator service is designed to only allow
international calls. For example, if an offender dials an international collect number and
reaches an operator, the operator will know the number dialed and will only connect to
that number. The operator screening will not allow any call to be terminated to a
number within the United States. The restriction of using a live operator is exclusive
due to the variations in called to languages. The operator will inform the called to party
that the person is calling from a correctional facility and that all calls may be recorded
and monitored. Only upon acceptance of the collect call charges will the offender be
connected to the called to party.

k.

How the offeror proposes to meet the Station Equipment, Calling Protocols, Americans with
Disabilities Act, Monitoring and Recording provisions and requirements to included where the
monitoring and recording system is proposed to be located, how to access it, a material list, the
actual size of the equipment, function descriptions and drawings of the proposed
configurations.

o

Team PCS understands and will comply
Station Equipment
PCS will supply and install new, full security offender telephones by OTe Telecom.
All offender telephone stations will be line-powered, therefore no additional cabling
and or wiring will be necessary.

o

The OTC-2110V2 offender telephones are vandal resistant, surface mounted
telephones with metal housing, steel armored handset cord and stainless steel
lanyard. The phones are manufactured in 14-gauge stainless steel, thoroughly
field-tested, and are currently used in indoor and outdoor correctional facilities. All
telephones are compatible with standard Telco mountings, which include 10A coinless and WE-COL type mountings. The offender phones will have no exposed
screws, bolts, metal or other hard-sub-stance fasteners or any other material that
can be removed from the phone without a special security removal device.

C-23
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State of Missouri
Offender Telephone Services - RFP 82Z05070

Standard Features:
• Line powered and compatible with standard subscriber carrier loop
• All weather metal key pad and sealed magnetic switch hook
• Single unit solid state electronics
• Built in secondary lighting protection
• Suitable for indoor or outdoor installation
• Dimensions: 21.2"Hx 7.5"Wx 2.5" D (4.5" deep with cradle)
• Hearing aid compatible
• PainUfinish is mar and scratch resistant
• Industry standard design
• Instructions on faceplate
• Armored handset cord that is resistant to stretching and
breaking
• Tamper proof housing
• Security installation with security studs

•

Figure C-7 OTC-2110V21nmate Phone

Please refer to Attachment H for more information on the proposed aTC offender
phones.

Calling Protocols
Calling Protocols will meet RFP requirements. The OTC offender phones
integrated with the VAC call processing system allows the administrator to
implement call protocols at various levels including system wide, facility wide and
at the PIN level. Protocol intelligence is resident at the processor level, which
allows the MODOC flexibility and ease of administration. Changes made at the
processor level can be achieved at the phone through the use of the administrative
workstation by authorized personnel.

•

Americans with Disabilities Act
Team PCS proposes to provide phones that are accessible to persons in
wheelchairs and will provide two TOO phones per site for a total of 40 phones.
The proposed aTC offender telephones are TOO.
and hearing aid compatible. The phones are
designed to be compliant with ADA standards
and FCC regulations. Amplified volume control is
a built-in feature of the proposed offender
telephones manufactured by OTC Telecom.
The proposed offender telephone standard
keypad assembly is fully ADA compliant and has
a "raised bump" on the number 5 (five) button as
required. Physically impaired offenders in
correctional facilities nationwide are successfully
using these standard keypads.
Figure C-8 Inmate Phone Keypad

C-24
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•

State of Missouri
Offender Telephone Services - RFP B2Z0S070

PCS will provide the requested number of ToD units as specified in paragraph
3.1.1 of the RFP.
Please refer to H for more details on the proposed OTC offender telephones.

Call Monitoring and Recording
All calls are digitally recorded and archived
for subsequent playback on demand. From
the investigative workstation, authorized
personnel may search through calls by PIN,
called number, and/or date/time and simply
click on the desired call to listen to the
recorded conversation. The process is quick
and simple and the calls are available for
playback immediately upon completion. While
listening, the investigator may add notes to
the recording file. In addition, the investigator
may select a pertinent portion of the recorded
conversation, save it as a separate file, add
notes related to his/her findings and archive
the recorded conversation on a CO, all with
just a few clicks of the mouse.

While listening the
investigator may add notes
to the recording file. In
addition, the investigator
may select a pertinent
portion of the recorded
conversation, save it as a
separate file, add notes
related to his/her findings
and archive the recorded
conversation on a CD, all
with just a few clicks of the
mouse.

The recording function is an integrated feature of the Team PCS solution. This
means that both call processing and recording operate off the same system clock.
You can be sure that each recorded call and vital call detail information linking that
recording to a particular offender will have the same data and time stamp and can
be used for evidentiary purposes if necessary, in addition the facility can protect
the offender-attorney conversations from recording by simply marking the "do not
record" box in the offender call list record for the attorneys telephone number.
Because the recording and the call processing are all integrated into one system,
this directive is followed and the privileged calls are never recorded.
Investigators with the appropriate access levels may silently monitor calls in
progress using the Spy function. Monitoring occurs via the investigative workstation
using the built in speakers or an optional headphone set. The investigator can view
calls in progress, select the one to monitor and begin monitoring in a matter of
seconds. Monitoring is undetectable by the calling/called parties. If deemed
necessary, (following discovery of harassment or other threatening conversation)
the investigator may disconnect the call in progress. In addition, the investigator
may scan all active conversations in a rotating sequence, with the option of
stopping on any call that requires further attention.
The system allows for monitoring of "live" calls and allows the caller to listen to
both the caller and the called party. When an investigator enters a call, there will be
no degradation of audible signal or frequency.

.~

.

' . : Prlnled on Recycled Paper

-

C-25

State of Missouri
Offender Telephone Services - RFP B2Z05070

The illustration below identifies the Call Records Screen that an investigator can
use to identify and select a call or calls based upon a range of dates. The
investigator can search by name, offender number, PIN number or facility. Once
the call or calls are located'the investigator can access the call player screen.

Figure C-9 Example Call Records Tab Screen

The call player screen allows for complete control of a specific call including the
ability to play, pause, edit or stop the recording at any point in the call. The user
uses the buttons at the top of the screen to access the functionality of the player.

•

•

Figure C-10 Can Playback Player Control

C-26

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I.) Printed on Recycled Paper

(.pes
.......

State of Missouri
Offender Telephone Services - RFP B2Z05070

•

".""""

Recording and Messaging Equipment Location
One call monitoring and recording call-processing server
will be located in each of the twenty facilities. In addition
each facility will have a stand alone server which will
capture the call recording immediately after the call and
store it for future access. Team PCS will be responsible
for installation, setup, maintenance and monitoring of
each unit. In addition to the on site server and call
processing equipment, central call processing and
recording server and storage will be located at the Huber
& Associates Headquarters in Jefferson City, Missouri.
This processor will serve as the host hub of the system
and will provide backup and redundancy to each of the
site processors and servers.
Access to the call processing and recording system will be achieved through the
use of an administrative work station one of which will be located on each facility
site and one of Which will be located on the Huber & Associates Headquarters site.
All workstations will be fully secure and password protected.

Centralized Data Sharing Network

•

•

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Elementaofthe Milsourl DOC OTS

Centn.11z8cI Data Sharing Network

Figure C-11 Centralized Data Sharing Network

;.l Printed on Recycled Paper

-

--",.1_

C-27

C~*iJ.PCS
._n.....p...--

State of Missouri
Offender Telephone Services - RFP B2Z05070

Proposed Wide Area Network Configuration

State of Missouri DOC Inmate
Telephone System
Virtual Wide Area Network Diagram

•

Chillicothe

•
Figure C-12 Wide Area Network Configuration

Real Time Monitoring and Recording of All Calls
Investigators with the appropriate access level may silently monitor calls in
progress on the pes system. Monitoring occurs via the investigative workstation
using built-in speakers or an optional headphone set. The investigator can view
calls in progress, select the one to monitor and begin listening in a matter of
seconds. Monitoring is undetectable by the calling or called parties. If deemed
necessary (following discovery of harassment or other threatening conversation)
the investigator may disconnect the call in progress. In addition, the investigator
may scan all active conversations in a rotating sequence, and may stop and listen
further to any call that may require further attention.

C-28

•
.,

'. J

Printed on Recycled Paper

State of Missouri
Offender Telephone Services - RFP 82205070

o

Exclusion of Calls Identified as "Do Not Record"

The PCS system allows Special Number Tables that can be set as Do Not Record
(such as attorney-client or physician-patient calls), or in the Public Defender's case
as do not charge.

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Figure C-13 Call Monitoring in Progress

o

Playback on Demand

All calls are also digitally recorded and archived for subsequent playback on
demand. From any system workstation, authorized personnel may search for calls
by PIN, called number, and/or date/time and simply click on the desired call to
listen to the recorded conversation. The process is quick and simple and the calls
are available for playback immediately upon completion. While listening, the
investigator may add notes to the call recording file. In addition, the investigator
may select a pertinent portion of the recorded conversation, save it as a separate
file, add notes related to his/her findings and archive the recorded conversation on
a CD. This is accomplished with just a few clicks of a mouse.

o

-

......
~';.

C·29
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State of Missouri
Offender Telephone Services - RFP B2Z05070

•
Figure C-14 Archiving Recordings

11:13:33lntedmin@AllDEMO_'YIS01
111234

•
Figure C-15 Comments Window

As shown in the screen shot above, the
notes that can be reviewed later.

pes system allows investigators to make

Keeping Specific Calls Permanently

Investigators may "lock" specific call recordings for on-line access indefinitely. All
locked recordings will be retained on-line permanently or until they are unlocked. In
addition, call recordings may be archived to CDs for permanent retention as well.
Storing Recordings On-Line

Each facility's call processing server will be sized to store call recordings for a
minimum of five years on-line for immediate access.

•
C-30

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State of Missouri
Offender Telephone Services - RFP B2Z05070

o

Archiving Call Recordings

While listening to call recordings, investigators may select a pertinent portion of the
recorded conversation, save it as a separate file, add notes related to his/her
findings and archive the recorded conversation on a CD. This is accomplished with
just a few clicks of a mouse. In addition, investigators can search for a specific
offender's calls within a specified date range and archive all selected recordings by
merely highlighting them. All call detail information is saved with the recorded calls
to ensure immediate identification.
Storage Capacity Warning Indicator

The PCS system has the diagnostic capabilities to remotely monitor storage
capacity levels as well and alert PCS Customer Service, should conditions
approach the established levels. In addition, pes has the ability to test trunks,
telephones, and even make test calls from a remote facility. Through an automated
nightly polling process, performance outside the "normal" range of operations will
trigger an alarm that will be investigated and resolved as appropriate without the
facility's intervention.
Playback from Investigator Workstations

o

Read and agreed. Recording and monitoring are automated functions of the
proposed OTS. All calls that are not flagged as privileged are available for
monitoring and are recorded onto the server hard drive. All of the OTS
workstations are able to play back recorded conversations and copy those
conversations to CD.
Location of Workstations

Each facility will have a workstation installed at the location designated by the
state. Additional workstations will also be provided for centralized investigative
personnel as required by the RFP.
Simultaneous Recording

The proposed system will record all offender conversations at each facility except
for those that are flagged as privileged.
Locating Call Recordings

Investigators can retrieve calls by housing unit, date and time, called number, and
PIN. From any system workstation, authorized personnel may search for calls
using these criteria and listen to the recorded conversation.
"Real Time" Monitoring of Calls

o

Monitoring occurs via the investigative workstation and as shown on the screen
shot below, all required criteria are provided. The investigator can view calls in
progress, select the one to monitor and begin listening in a matter of seconds.

C-31
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\C
__'/ __ _
'E~PCS

State of Missouri
Offender Telephone Services - RFP B2Z05070

"-1Jooow6 ....--.

Monitoring is undetectable by either the calling or the called parties. If deemed
necessary (following discovery of harassment or other threatening conversation)
the investigator may disconnect the call in progress. In addition, the investigator
may scan all active conversations in a rotating sequence and can pause on any
call that may require specific attention.

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Figure C-16 Call Monitoring in Progress

Storing Call Detail
All Call Detail Records will be stored on-line for immediate access by the state for
the life of the contract. At the end of the contract, should PCS cease to be the
incumbent OTS service provider, we will provide the state with files of all CDRs for
future reference.

•

Archiving Call Detail
As part of the data redundancies provided with the PCS system, Call Detail
Records are automatically polled every five (5) minutes throughout the day. eDR
data is first stored on one server and then copied to a second server at the facility
as the initial backup. Following this, the CDRs are sent to an off-site PCS Billing
server. This is the second backup location. The Billing server database is then
backed up and stored on another disk array at a third backup storage location.
Finally, the Billing server database is copied to magnetic tape and stored off-site at
a fourth backup storage location.

Storage Capacity Warning Indicator
PCS has system monitors in place to track on-site storage levels for call recordings
as well as Call Detail Records. The servers on site will be sized to provide on-line
storage of call detail records for six months. Capacity for storing CDR data should
never be an issue. In the event capacity did become an issue, pes' would be able

C-32

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on Recycled P3per

•

-

State of Missouri
Offender Telephone Services - RFP 82Z05070

o

C~iJP.CS
.-n....,A~.

to detect the problem and take corrective action, well in advance of any loss of
data.
Location of Workstations
Workstations will be located at each of the facilities specified in paragraph 3.1.1.
Each workstation consists of a Windows 2000 PC platform, keyboard, and mouse,
along with a 17" color monitor and printer.
Additional workstations will also be provided for centralized investigative personnel
as required by the RFP. With appropriate security levels, functions such as access
to live call monitoring, reviewing call detail, listening to call recordings, and
processing of reports and ad~hoc queries are controlled through this workstation.
Access to Recording and Monitoring

o

Investigators with the appropriate access level will be able to silently monitor calls
in progress. Monitoring can be done from the investigative workstation using built~
in speakers or an optional headphone set. The investigator can view calls in
progress, select the one to monitor and begin listening in a matter of seconds.
Monitoring is undetectable by the calling or called parties. If deemed necessary
(following discovery of harassment or other threatening conversation) the
investigator may disconnect the call in progress. In addition, the investigator may
scan all active conversations in a rotating sequence, and may stop and listen
further to any call that may require further attention.
Investigator Alerts
Authorized users of different access levels may establish alert call settings based
on offender, offender phone, or called number. When a call matches the alert
setting, active users belonging to the appropriate security access level are visually
notified and can immediately monitor the call in progress.

.~
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C-33

State of Missouri
Offender Telephone Services - RFP B2Z0S070

•
Figure C-17 Setting Alerts

In addition, the agency will also benefit from the SNITCH, Remote Alert Function.
The SNITCH feature permits site investigative personnel to identify "hot numbers·
which may be either a specific offender(s) or called telephone number. Each "hot
number" entry is associated with a notification telephone number and alternate
number. When a "hot number" is called, the investigator receives a notification call.
The investigator may then enter a PIN to listen to the conversation in progress.

•

Figure C-18 The Snitch Browser

Recording or Monitoring While Call is in Progress

•

C-34
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State of Missouri
Offender Telephone Services - RFP 82Z05070

o

The pes system will record all offender conversations at each facility. Offenders'
calls in progress can be viewed on the screen and any call can be selected for
immediate live monitoring.
Modular and Expandable
Although the system is expandable and modular in design, pes will provide the
agency with the ability to record all offender conversations at each facility specified
in the RFP over the life of the contract. Comprehensive call recording will be
available immediately from the date of installation.
Playback and Recording
Read and agreed. Call recordings are available for playback immediately via the
workstations provided without any impact to on-going recording functions or call
processing.
Online Diagnostics
PCS' overriding commitment is to the operational reliability of all installed
platforms. Top system performance is assured with 24/7 remote diagnostics under
the watchful-eye of pes Customer Service.

CD

A ten-month study of the system pes is proposing was conducted throughout the
Federal Bureau of Prisons. The tabulated results reveal less than one minute of
down time per month. The results are summarized as follows:
Average Downtime per site
per month
System Availability
Percentage

35 seconds
99.9988%

The proposed system will be equipped with diagnostic capabilities that can be
utilized on-site or accessed via remote communications. Remote diagnostics
include the ability to test trunks, telephones and
A ten-month study of
make test calls from a remote site. Systems are
the system pes is
constantly monitored using these internal
proposing was
diagnostic capabilities. Performance outside
conducted
throughout
the "normal" range of operations will trigger an
the
Federal
Bureau of
alarm to notify facility personnel. In addition,
each system is polled nightly through an
Prisons. The tabulated
automated process. Any service condition
results reveal less than
encountered during this polling triggers an
one minute of down
alarm that will be investigated and resolved as
time per month.
appropriate without the facility's intervention.
Re-Recording to Cassette

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State of Missouri
Offender Telephone Services - RFP 82Z05070

The PCS system will allow investigators to re-record conversations onto cassette
tapes. The system will also allow for copying call recordings onto a CD disk for.
playback at any computer or portable CD player.
Displaying Time and Date Entries for Calls per Channel

•

The PCS system shall display time and date entries for each recorded
conversation on a per channel basis and will display all conversations in
chronological order. CDR data may be searched in a variety of ways, including
chronological order of conversations. A flexible, user friendly CDR Browser ad hoc
query feature will also allow CDRs to be sorted and customized as follows:
•
•
•
•
•
•
•
•
•

Display or suppress any stored piece of information about a call record
Sort ascending or descending on any of the fields selected
Select for one or more values in each selection field (e.g. multiple originating
stations, multiple called numbers)
Allow wild card search criteria
Select for a range of dates and times
Search calls of a specified length
Search calls of a particular type
Any call selected can be played by users with appropriate security authority
as well as exported to a CD
Save frequently used ad hoc queries for future use

The user will enter the GUI interface, select their search criteria for a specified
report, click on the preview/print button and view the report results. A screen shot
of the system interlace GUI depicts how the user is allowed to define the
parameters to be applied to produce the customized report:

•

The Data screen allows the user to view c.all records within a facility, select
parameters, view call detail records, pla:( recordings, select/hide columns, and sort
data etc.

•
C-36

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-

State of Missouri
Offender Telephone Service. - RFP B2Z05070

•
Figure C-19 The Data Screen

Uninteffuptible Power Supply

•

Read and agreed. The pes system and each administrative workstation is
equipped with the appropriately sized Uninterruptible Power Source (UPS) to
provide not less than fifteen (15) minutes of continuous operation in the event of a
power surge or interruption.

If commercial power is lost, the UPS will indicate with
an audible beeping sound in the equipment room and
wherever the workstations are located. Should power
be restored within the fifteen (15) minute period,
there will be no interruption of call processing or
workstation functioning. If the interruption exceeds
this period, call processing functions are interrupted
until such time as power is restored.

Regardless of any
interruption in power,
call records are
protected at all times
and not subject to loss.

Regardless of any interruption in power, call records are protected at all times and
not subject to loss. System settings will return to previous state upon restoration of
power.

•
I.} Printed on Recycled Paper

C-37

c::~.rcs
._n....,6....-.

State of Missouri
Offender Telephone Services - RFP B2Z05070

Physical Dimensions of Call Processor

The Call Processor only requires an area large enough to accommodate 19"(W)
unit, plus adequate working space. The diagram below provides standard
dimensions along with the cabinet space. Keeping in mind the space limitations at
the DOC facilities, pes will provide the Call Processor unit without the cabinet.

•

The environment should have a maintained temperature between 12°C (55°F) 24°C (75°F) with a humidity range between 5% - 95% non-condensing. The
proposed Call Processor unit requires a dedicated 120-volt standard electrical
outlet. Please refer to the following diagram.

ICPE Cabinet Footprint & Dimensions I
6" Min. Space
(all sides)

I

Cabinet

30"

1,--------,
/---24"--/

•

NOTE:
Cabinel hligh! Ylries d.pending DfIlhl number of
slalionl\. and lrunks Ihll\ atl required. Genefal rule is
32· hli9h1 for up 10112 slations and eo Trunks. For
uch addilional 112 elations add 18" 10 cabin..
hligh\. Max. cabin .. h,ighl is 70'.

TOP VIEW

Wa

"wan

6" Min. Space

,...

30"---..1

~.IModIIn

f+-19"--

("FIoor

Flclor

&lDEYIEW

FRONT VIEW

Figure C-20 Standard Call Processor Unit and Cabinet Dimensions

•

0·38
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'1'. . . .

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

1.

The proposed number of phones on which recording may be accomplished simultaneously.

o The proposed OTS is the Focus 100. The system is designed to digitally record
and monitor all telephone calls simultaneously. To clarify the point, if there are
1,600 offender phones being used at the same time, then all 1,600 calls will be
recorded simultaneously. This includes but is not limited to any combination of:
Collect Calls
Debit Calls
International Calls
TDD Calls
Legal and Attorney flagged phone numbers will never be recorded and or
monitored.
All calls will be available through any workstation within the system and the
phone calls will be stored in RAID-5 Servers, as described in the earlier RFP
sections.
m. How call recordings and call activity is proposed to be collected, stored, and archived.

o All offender telephone calls, as a default to this RFP (with the exception of attorney
(I)

calls) will be recorded and stored for the duration of this contract on RAI D 5
servers with real-time access on all calls. All calls are digitally recorded and
achieved for subsequent playback on demand. From
the investigative workstation, authorized personnel
All offender telephone
may search for call by PIN, called number, and/or
calls, as a default to
date/time and simply click on the desired call to listen
this RFP (with in
to the recorded conversation. The process is quick
exception of attorney
and simple and the calls are available for playback
calls) will be recorded
immediately upon completion. While listening, the
and stored for the
investigator may add notes to the call recording file. In
duration of this contract
addition the investigator may select a pertinent portion
on RAID 5 servers with
of the recorded conversation, save it as a separate file,
real-time access on all
add notes related to his/her findings and archive the
calls.
recording conversation on a CD, all within just a few
clicks of a mouse.

At this point it is important to explain why PCS uses an integrated system for call
recording storage. Because the recording function is an integrated feature of the
Focus 100, this means that both call processing and recording operate off the
same clock. You can be assured that each recorded call and the vital call detail
information linking the recording to a particular offender will have the same data
and time "stamp" and can be used for evidentiary purposes if necessary, In
addition, the facility can protect the offender-attorney conversation from recording
by simply marking the "do not record" box in the offender's call list record for the
attorney's telephone number.

.-.

f.':

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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

At any time during this contract the MODOC will have the option to switch off this
feature and restrict the recorded telephone calls to those selected by the MODOC.
If this option is elected, the OTS will be designed with multiple redundant storage
servers to insure that no call recording or record is ever lost. Once an offender
places any call, the call will be digitally stored in a RAID - S Server residing in the
facility where the call is being placed. Each facility will contain a Raid-S server with
the capacity to store S years worth of call recordings. At any time during the
contract it is revealed that additional capacity will be required then additional
servers will be installed.

•

Figure C-2i RAID-5 Server

Typically a call recording occupies approximately 100,000 bytes of storage per
minute. Bases on current call records the MODOC has offenders that make
approximately 75 million minutes of calls a year, or thus 7.S Terabytes of call
storage is required each year for a total capacity of a minimum of 37.S Terabytes
for S years. Thus, PCS would install 20 servers that would have S years worth of
call capacity based on that facilities needs. Obviously some servers would be
larger than others.

•

Once the call is stored on the local Raid-S server, a call record will also be stored
to accompany that recording. All call records will be stored locally at the
correctional facility and redundantly at the Huber & Associates office in Jefferson
City, MO and PCS data center in Los Angeles CA.
With MODOC authorization, all call recordings will also be stored at the Huber &
Associates Office. PCS will deliver all call recordings to the Huber Office each
night when call volume is low. The installing of a redundant storage center will
insure that calls are not lost due to natural or technological events.

n.

All services, personnel, and proposed methodology to meet the Installation Team provisions
and requirements stated herein.

o Read and agreed. PCS has two decades of experience in Offender Telephone
Services. We have pioneered important innovations in collect and debit calling,
interfaced with virtually every kind of jail management and canteen management
system in existence, and has led major systems integration projects.

C-40
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•

State of Missouri
Offender Telephone Services - RFP B2Z0S070

PCS will serve as a single point of contact throughout the implementation,
maintenance, and administration of the system. We will provide the telephones,
system integration, network design, overall project management, and ongoing
customer service. We have selected VAC to provide the most reliable and fullfeatured offender call processing equipment available on the market today.
ShawnTech, which has been maintaining the existing OTS for the agency for the
past five years, has partnered with pes to continue to provide such services with
the new equipment. They have agreed to hire an additional technician to ensure an
even higher level of service and response with the new
OTS.
Huber &
Huber & Associates will continue in its current role of
providing PIN Management Services to the agency. This
will include Programming Services, PIN Administration and
Debit System Integration with the existing Canteen
System. pes is particularly committed to ensuring that the
State of Missouri Department of Corrections realizes its
long-overdue goal of being able to offer Debit Calling to
Offenders.

CD

Associates will
continue in its
current role of
providing PIN
Management
Services to the
agency.

The following chart shows the key personnel assigned to the agency's project.
Each listed individual has more than the required qualifications and experience
necessary to provide services on the proposed contract for the agency. An
organizational matrix and brief descriptions of their qualifications and experience
can be seen on the following pages.

o
C-41
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-

State of Missouri
Offender Telephone Services - RFP B2Z05070

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

•

Tommie E Joe
Chief Operating Officer

'JoSeoh p~aroyjc
. Va President of

[)Pyle SChaefers
VPO~rations

: Inmati, Sales

1

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>j.J

to

I

_

. Helen Doyglas
. Manager of Client
, :Reiention

PCS Technical
Services
Personnel
For Remote
Assistance

Chris Moore
Sen ior Project
Manager

___ .J ___ .,
I

I

i

ShawnTech
Technicians

.

!

L. ___ . ____ ":I

Anthony Arellano
Project Manager

Alfredo Graham
Project Manager

._. _. -I. _. _.,

.-'--_1.- ..__ ,

I
.
I

.

.

I

VAC

.
I
.
I

i

L. _____ . __ ":

I

I
I

Damon Kenney
TerrilOry Manager

.

I
Huber &
Associates

•

.

L _________ ":

For information on personnel for ShawnTech, Huber & Associates, and for VAC,
seeC.1.1.n.
Transition Plan
It is not often that a company can claim that the transition necessary for a new
company will be easier than that of remaining with the incumbent. However, PCS
has designed a transition plan that will minimize any
It is not often that
effort by the MODOC for installing our system and
a company can
actually reduce any additional work by the MODOC, or
claim that the
specifically the Department of Human Services
Offender Finance Office, by maintaining the data flow
transition
format currently used between the MODOC and Huber
necessary for a
& Associates. No new integration will be required to
new company will
maintain the current data flow and similar data flow
be easier than
protocols will be used for any enhancements. This
that of remaining
transition plan includes contingency planning with

with the
incumbent.

C-42
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•

State of Missouri
Offender Telephone Services - RFP B2Z05070

complete redundancy to ensure the continuous operation of all services.
By teaming with both Huber & Associates and Shawntech Communications, PCS
will bring in to this contract a new perspective while taking advantage to the field
experience and active systems provided by our team.
PCS's scheduling of events is based on a long history of installing offender
telephone systems.

pes will provide the MODOC an

implementation plan within 30 days of contract
award. This plan will be created after in depth discussions with MODOC and
PCS's presentation of our draft Implementation and Transition plans.

Network/IT Support Team:
The network and software integration teams will consist of members from PCS,
VAC and Huber & Associates IT Departments. This team will coordinate the WAN
configuration, software configurations and any upload necessary to activate all
PCS OTS services. They will be working in concert with the on-site teams to
ensure that all systems are properly integrated.

o

On-Site Teams:
PCS has organized three (3) on-site teams designed to ensure a timely and
seamless transition from your current vendor to the pes OTS solution. These
teams will be lead by a Project Manager and will be responsible for each of the
following zones, these are the same zones designed by PCS for the ongoing
maintenance and support of the PCS OTS.
These teams will each consist of 5 technician members from PCS, VAC and
Shawntech Communications.
•
•
•

PCS - Project Manager
VAC -Implementation Specialist
Shawntech - System Technician

These Teams will operate in the following Zones:

Team 1:

Eastem Regional Maintenance Zone
~ode
MECC
NECC
ERDCe
FCC

pee
~ERDCe

SECC

Location

City

Missouri Eastern CC
Northeast CC
Eastern Reception & DC
Farmington ee
Eastern Regional
Investigations
Potosi ee and Mineral
fc\rea TC
~omen's Reception and
DC
Southeast ee

at.a.tee

Phones

Offenders

Pacific
aowling Green
Bonne Terre
Farmington
Farmington

52
106
166
140
0

1,100
1,975
2,684
2,725
0

1
1
1
1
1

2
2
2
2
0

75
76
91
83 91

Mineral Point

49

800

1

2

83 101

Vandalia

69

2,076

1

2

83 93

87

1,500

1

2

167 157

harleston

W-Stat TOO MI~ Mill
39
66
71
83

44

Figure C-22 Eastern Regional Maintenance Zone

.'"

f.':

-

C-43
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State of Missouri
Offender Telephone Services - RFP B2Z05070

Team 2:
Jefferson

Central Regional Maintenance Zone
...oeIe
ACC
CMCC
FRDC
TCC
BCC
MCC
ISCCC
pCC

Location
AlgoaCC
Jefferson City CC
...entral Regional
Investlgations
Fulton Reception & DC
TiptonCC
Boonville CC & Boonville TC
Mober1yCC
South Central CC
Ozark CC

Phones

Offenders

Jefferson City
Jefferson City
Jefferson City

62
91
0

1,635
1,996
0

Fulton
Tipton
Boonville
Mober1y
Licking
Fordland

119
58
71
53
78
27

1,302
1,088
1,256
1,800
1,596
695

...ity

City
W-Stat TOC rJliles Min
1
1

1

2
2
0

5
5
5

5
5
5

1
1
1
1
1
1

2
2
2
2
2
2

24
35
58
66
96
165

24
55
62
69
116

•

178

Figure C·23 Central Regional Maintenance Zone

Team 3:

Western Regional Maintenance Zone

Kansas City

IJoeIe

!'-ocation

...ity

("'RCC
WMCC
WRDCC

'"'rossroads CC
Western Missouri CC
rt-Jestern Reception, DC &
~C
~estern Regional
Investigation
Chillicothe CC
iMaryvilie Treatment Center

Cameron
Cameron
St. Joseph

96

...CC
MTC

W-Stat TOC ~iles Mi~

Phones

Offenders

89
92

1,500
1,975
1,880

1
1
1

2
2
2

51
51
55

52
52
56

SI. Joseph

0

0

1

0

55

56

... hillicothe
Maryville

38
23

525
525

1
1

2
2

90 99
94 96

Figure C-24 Westem Regional Maintenance Zone

Below is a State of Missouri DOC area map overlaid with the Maintenance Zones
described above. Each zone consists of a Dispatch Center, a Regional
Investigation Office and properly aligned distances between the dispatch center
and multiple correctional facilities.

•

•

C-44
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State of Missouri
Offender Telephone Services - RFP B2Z05070

o

PubUc Communications Services, Inc.
State of Mlslowi DOC Fadlldel
Mllintemmce Zone Oveniew

Figure

o

C~25

Maintenance Zone Overview

(See Attachment I for full-sized diagram)
Upon completion of the comprehensive site survey and approval of the
implementation plan, PCS will initiate site preparation. The site preparation will be
determined by the results of the site survey and will include cabling, power, HVAC,
and telephone room enhancements required to support the Offender Telephone
System. All preparation work will be pre-approved by the state agency project
manager and will comply with industry standards and I or regulatory agency
guidelines.
The transition plan, also described in earlier pages as the implementation plan,
takes into consideration 5 separate but fully integrated steps.

Site Inspectionl Preparation
Immediately following contract award, our team will hold the first meeting with the
MODOC. Each Team PCS member has industry experience in the
implementation, operation and management of Offender Telephone Systems. The
team will perform a comprehensive site survey with a MODOC facility staff member
to identify existing phone and system installations, determine new phone and
system installation requirements, review cabling, power, HVAC, and telephone
room requirements, and determine necessary site enhancements. A
comprehensive site survey report for each facility will be provided to the state
agency project manager.

o

Upon completion of the comprehensive site survey and approval of the
implementation plan, PCS will initiate site preparation. The site preparation will be
determined by the results of the site survey and will include cabling, power, HVAC,
and telephone room enhancements required to support the Offender Telephone

C-45

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State of Missouri
Offender Telephone Services - RFP B2205070
--~~~~~~~~------~--~--------

System. All preparation work will be pre-approved by the state agency project
manager and will comply with industry standards and I or regulatory agency
guidelines.

Network Implementation.

•

During the site surveys each of the three on-site teams will identify the necessary
circuits for each of the 20 correctional facilities, the 3 investigative offices and the
connections to all other centralized support offices. This will include, but not be
limited to:
1) Frame Relay Circuits for the Virtual Wide Area Network created by PCS for
the MODOC.
2) T-1 Circuits required for outgoing calls from the facilities.
3) C.O. lines require for outgoing calls from the facilities.
The Network Team will order circuits. Delivery dates will be received and noted on
the implementation plan. This implementation plan will be delivered to the MODOC
within 30 days.

Team members will be on-site, at each facility during the delivery dates for all
circuits for testing.
Additionally, each team will test and check the following internal wiring at each of
the 20 MODOC and 3 Regional Investigative offices:
a. Line quality between the phone station and the phone room. Any IDF and
MDF blocks will be checked for quality of connections.
b. Cabling connections between the ph,::>ne room and the locations designated
for workstations will be tested for quality of connection.
c. Cable connections between phone stations and any cut off switches prior to
installing the ICOR-24 Shutdown Switches will be checked and confirmed.
d. Labeling and configuration will be updated to ensure that PCS has a correct
inventory of all lines available and any that may be required.

•

PCS proposes to utilize all existing cabling determined to be in good operating
condition. All new installations of cabling will be pre-approved by the state agency
project manager and will comply with industry standards and lor regulatory agency
guidelines. Cabling will traverse pre-existing conduit runs where available or as
determined through the site survey. All cabling will be labeled as appropriate;
hidden and secured per industry standards. Any internal line quality issues
identified by PCS will be reported to the MODOC at the end of each site survey for
scheduling of appropriate repair or upgrades. This may include replacing
telephone andlor CAT cabling. All repairs will be done at a cost to pes.

Equipment Delivery and Installation.
All Offender Telephone System hardware will be installed in the location
determined in the site survey and approved by the state agency project manager.
PCS will utilize cabinets or racks to contain all hardware and will be securely

C-46

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' " Printed on Recycled Paper

•

-

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

.-~.....-.

mounted to meet the appropriate industry standard and I or regulatory agency
guideline. Consideration witt be taken in the installation to ensure no disruption of
service,
The equipment to be delivered will include, but not be limited to the following:
a. The Focus 100 Offender Telephone System (OTS)- This OTS is a fully
integrated phone system that will be delivered in a stand-alone cabinet. They
will arrive fully tested and scalable to each of the 20 correctional facilities.
Each OTS is run for 96 hours at the manufacturing center prior to shipping.
Due to the compact size of this system, it will be delivered to the same room
that the current OTS is located. All OTS and workstations witt be installed
adjacent to existing equipment without obstructing its service.
This system will be delivered a maximum of 14 days prior to the system cut
over date. The delivery of equipment wilt be coordinated with the MODOC
state agency project manager and facility staff member to ensure the timely
and orderly receipt of installation materials. PCS witt schedule the delivery of
equipment to coincide with the planned installation of the system. The
installation staff will remove all packing materials and return the work area to
the pre-existing condition.

o

b. The OTC offender telephone sets: As described in previous sections, these
telephones will be delivered ready to mount with any additional accessories
as dictated by the MODOC. PCS currently has 1,600 telephones available to
insure that they can be delivered to each of the 20 correctional facilities in
proper quantities 2 weeks after contract execution to ensure that the phones
are installed 30 days after contract execution. Quality ratings will be done at
each offender phone after installation.
As outlined in the Gantt chart in Appendix J, each of the three ground teams
will be scheduled to have the offender phones installed as scheduled in the
RFP.
c. Administrative/Investigative Workstations: The required workstations shall be
delivered to each of the 20 correctional facilities and 3 Regional Investigative
offices a maximum of 14 days prior to the system cut over date. They will be
delivered fully tested and with all the appropriate user manuals, accessories and
software fully loaded.
d. TOO Phones: The required TOO phones wilt be delivered to each of the 20
MODOC Correctional Facilities a minimum of 14 prior to system cut over.
e. ICOR-24 Shut Down Switches: All required shut down switches required will be
upgrade to the PCS ICOR-24 during the installation phase of the offender
telephones.

o
I.~

C-47
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(?~}rcs

State of Missouri
Offender Telephone Services - RFP B2Z05070

.... ~a,.n-.

Systems Integration:
To ensure that all systems are integrated and tested based on the requirements of
this RFP, pes has assembled a team of professionals, already experienced with
both the MODOC and its current OTS platform, and over 400 other correctional
facilities and systems across the nation.

•

The scope of the integrations required to fulfill the MODOC's needs include, but
are not limited to the following:
a. Offender Personal Identification Numbers (PINs):
pes recognizes that the MODOC currently has a system in place that
effectively transfers offender information from OP2, via an FTP (File
Transfer Protocol) put to Huber & Associates. This format has been
reviewed and checked and will be available for PCS's OTS prior to system
cut over. PCS has already completed a thorough examination of the
system and current procedures and found that the MODOC does not need
to make any modifications.
b. Offender Debit System Activation:
In order to ensure a method by which offenders can seamlessly purchase
debit telephone time and deploy it with limited MODOC responsibility and/or
effort, pes has developed a method in concert with Huber & Associates
that will allow offenders to purchase debit time as a canteen item through
the simple development of a new upe code.

•

Once the office of MDOe Offender Finance Department approves the
creation of an additional offender UPC code for the canteen, the offenders
will automatically be able to purchase debit time. Offenders will purchase
debit time in pre-approved increments of one dollar ($1.00). On preapproved cycles the OP2 will transmit the offenders PIN along with their
PCS has developed
debit purchase amount to Huber & Associates in .
the same manner as the PIN numbers are currently
a method in
transmitted. This FTP put will be sent to pes in a
.
concert ~Ith Huber
pre-agreed format by Huber & Associates and
automatically be available for offender use. Refer
& .Assoclates that
to Attachment I for a full sized version of the
WIll allow offenders
System Overview Diagram below. This debit
to purchase debit
system will be centralized and available to all
time as a canteen
offenders upon system turn up.
item through the
simple
development of a
new UPC code.

C-48

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State of Missouri
Offender Telephone Services - RFP 82Z05070

•

•

Pubic Communications Services, Inc•
State orMlslomt DOC FIIdIIIB

System IDtejp'llCioD Ovenlew

Figure C·26 Team System Integration Overview

(See Attachment I for full-sized diagram)
c. System Data Uploads

•

Relevant data will be required to ensure that any security andlor administrative
information is available for immediate use. pes will work with the MODOC to
receive sample data files from the incumbent provider. This data will be
downloaded into our system for test conversions. Once these conversions are
approved then PCS will request that a full data file transfer would be arranged as
close to the turn up date as possible. This will ensure that the information is as
current as possible prior to turning up our system.
The data requested from the incumbent provider will include, but is not limited to:
1.
2.
3.
4.
5.

Blocked Number Lists
Offender Personal Allowed Number Lists
Alert Lists.
Attorney Numbers Lists.
Required Reports will be replicated.

b. OTS Integration with Network:
The OTS has several connections required between the pes WAN and other
circuits. Prior to any system turn up the OTS will be connected to all circuits
described in Network Implementation portion above. Test calls will be made from
the OTS through these circuits to insure that:

•

-,

1.
2.

Call can be completed anywhere in the United
Internationally .
Data is transmitting correctly to pes's Network Center.

i.} Printed on Recycled Paper

States

or

C-49

(J3~}eC5
...... n...p,.."....

State of Missouri
Offender Telephone Services - RFP 82Z05070

3.

Proper Validation is occurring on all Collect Calls.
Test FTP throughputs are properly transmitted by Huber & Associates
and received by PCS.
Debit calls are completed ;and properly charged to offender test
accounts.

4.
5.

c.

•

Workstation Integration With WAN and LAN's.
All workstations will be installed and connected via CAT-S Connectors to the
PCS/MODOC WAN. This will include, but not be limited to the workstations
located at:
1. Each of the 20 Correctional Facilities.
2. Each of the 3 Regional Investigative Offices.
3. Huber & Associates Central Jefferson City Office.
Testing will be done at each of the workstations to ensure that:
1.
2.
3.
4.
5.

All calls can be monitored from each of the workstations.
Call data and recordings are being currently stored
Call data is being properly displayed and viewed.
Call Blocking is being correctly activated.
All security items are in place.

•

d. System Turn Up:

-...-

After the above steps have been accomplished and tested
the actual system turn up can commence. In fact, at this
point the system has already been fully installed, has been
tested, is operational, and has been accepted by the
MODOC. The only step required for System Turn Up is
connecting the offender phones to the PCS OTS .

This process is accomplished in one easy step. At this point in time, each
of the 20 correctional facilities phone closets will contain both the current
OTS and the PCS OTS, both will be fully operational.

•
G6 Block

The current OTS has cables that connect the current call processor to the demark point.
Each of these cables are connected to a 66-Block that is attached to the wall in the
phone closet. This 66 Block in turn is connected to the lines for the offender phones.
The connection between the 66-Block and the cable is made through an amphenol
connector. This amphenol connector (see Figure on Left) is removable from the 66-Block
(See Figure on Right).
The PCS OTS has the same cables with the same amphenol connectors. At a preagreed upon time, the amphenol connectors connecting the current OTS to the 66Blocks will be removed and the amphenol connectors connected to the PCS OTS will be
attached. The System Turn Up is now complete and testing may begin.

c·so

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•

State of Missouri
Offender Telephone Services - RFP 82205070

Once all systems have been tested again, the offenders can immediately use the
phones. This exact transition plan has been previously deployed and successfully
executed by PCS and its team members on many multi-site correctional facility turn ups
across the Untied States.

o

The final phase of the Transition Plan will
include the training and monitoring of the
ongoing system. The training will start at
each facility and delivered at the completion
of each. A refresher course will be
conducted upon the final System Turn Up.
The transition teams will remain in place for
a minimum of 5 days after System Turn Up
to insure that all systems are functioning
correctly and that the MODOC staff is fully
satisfied with its functionality. A complete
detailed training plan will be developed
immediately after the initial MODOC
meeting after bid award.

i= ,
c:... ,.

c.....

~ (~,

Sean_sa OTS
Platform Tum-UP

\} ~I
/T1

\'.,

I.!~_·

",r

'oJ

- _. •....T--·--····· __ ····-

..

-.

MODOC Compliance and Scheduling
Upon contract award and prior to any site survey, PCS will provide a list of all individual
personal information that will be participating in the system Start Up. Based on the MODOC's
time frames the following will be requested.
•
•
•
•
•
•

Security clearances and checks.
Facility policies and procedures to be reviewed and signed by all participants.
Scheduling of events with facilities.
Escort assignments.
Access to correctional facilities and required administrative areas.
Access for telephone and network circuits.

PCS is fully prepared to begin the installation process upon the date of contract execution. A
preliminary schedule of events Gantt chart has already been created. It includes the following
items:

Item Items For 30 Deliverable Schedule

o

Example Start Date Days
Required

Hours
Required

1

Complete contract deliverables checklist (Each
Facility)

8/15/20058:00

5 hrs

2

3
4

MO DOC CPE Implementation (Sites 1-23)
Pre-Implementation Procedures
Make Contact w/Customer POCo Schedule Site
Survey and Team Kickoff Meeting

8/15/2005 8: 00
8/15/2005 8: 00
8/15/2005 14:00

69.16 days
17.25 days
1 day

5
6

Create Customer and Account in SOPHIA
Create Facility in Customer Data Base

8/16/200514:00
8/17/2005 14:00

3
4
5

1 day
1 day

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State of Missouri
c~~.p.c.s
.............
....-.
Offender Telephone Services - RFP B2Z05070
---------------------------------------

8l18/200514:00

7 Billing Group Enter Rates
Item Items For 30 Deliverable Schedule
8

Example Start Date Days
Required

Open Project Implementation ticket at Account Level 8118/200514:00
in Keystone

8118/200514:00
9 Send e-mail to Project Team Members
10 Billing Group enter billing agent and account number 8/22/2005 14:00
11 Conduct Site Survey (using Checklist)
8/22/2005 14:00

6

9
6FS+2
days
25

2 days
Hours
Required
6 days
1 hr
2 days
6 days

12 Forward Facility Deliverables Checklist to Facility
and receive approval

8/22/2005 14:00

13
14
15
16

Begin Order of Circuits
Begin order of T1/CO
Begin order Data Circuits
Initial Facility Management Overview Meetings
17 Verify number of phones, workstations, hardware
required

8/22/2005 14:00
8122/2005 14:00
8/22/20050:00
8/22/2005 14:00
8/22/200514:00

28

0.5 days
1 hr
3 hrs
3 hrs
1 day

18 Technician Overview
19 Determine any special cablinglnetworking
requirements

8/23/20058:00
8/23/200514:00

21
13

3 hrs
1 day

8/24/2005 14:00
8/24/200514:00
8/25/20059:00
8/25/2005 14:00
8/26/2005 14:00
8/29/2005 14:00
8/30/2005 14:00
8/30/2005 14:00
8/30/2005 14:00
8/31/2005 14:00

10
14
15
16
17
18
12

2 days
4 hrs
4 hrs
1 day
1 day
1 day
2 days
8 hrs
days
8 hrs

20
21
22
23
24
25
26
27
28
29

IT group final review for QA parameters
Verify Debit requirements
Verify instruction & language requirements
Canteen Procedures
Verify trunk/station requirements & layout
Verify traffic breakdown local vs. LD
Complete Facility Deliverables Checklist
Enter remaining information into Sophia
Site Surveys Completed
Forward Facility Deliverables Checklist to Facility
and receive approval
Complete Order of Circuits
Complete order of T1/CO
Complete order Data Circuits
Team 1 Begin Installation of Offender Phones
Team 2 Begin Installation of Offender Phones
Team 3 Begin Installation of Offender Phones

30
31
32
33
34
35
36
37 Enter special dialing rules
38 Update and Forward Installation Plan to Facility
contact
39
40
41
42
43
44
45

C-52

Update Network Drawing
Ancillary Equipment (from checklist)
Debit requirements
Define data conversion parameters with incumbent
Forward configuration to vendor
Order Hardware
Software preparation

,:~

12,24

19
25

8 hrs

28
15
15
15

9/2/2005 9:00
9/2/2005 9:00

27
27

3 hrs
6 hrs

9/2/2005 9:00
9/2/2005 15:00
9/2/2005 15:00
9/2/2005 15:00
9/2/2005 15:00
9/2/200515:00
9/2/2005 15: 00

27
34SS

5 hrs
3 hrs
3 hrs
2 days
3 hrs
1.13 days
0.38 days

Printed on Recycled Paper

32
32

•

o

9/1/200514:00
9/1/200514:00
9/1/200515:00
9/2/200515:00
9/3/2005 15:00
9/4/2005 15:00

12,24

•

0.5 days
1 hr
3 hrs

•

State of Missouri
Offender Telephone Services - RFP 82205070

o

9/2/2005 15:00

0.38 days

Example Start Date Days
Required

Hours
Required

9/2/200515:00
9/5/2005 9:00
9/5/200513:00
9/5/2005 16:00
9/6/2005 9:00
9/6/2005 13:00

34$S
39
40
33
43
44

6 hrs
3 hrs
3 hrs
2 hrs
3 hrs
3 hrs

Notify Customer of Delivery Dates
Clean-up
Facility Installation
Implementation
Install phones 1 enclosures 1 pedestals
58 Inventory phones I enclosures 1 pedestals
59 Telephone Techs arrive to swap Offender Phones 1
Enclosures 1 Pedestals

9/6/2005 16:00
9/19/2005 13: 00
9/19/2005 13:00
9/19/2005 13:00
9/19/200513:00
9119/2005 13:00
9/19/200513:00

45

3 hrs
15 days
31.03 days
35.03 days
15 days

60 Install VAC and hardware on test backboard

9/26/20059:00

61
62
63
64

Pick-up VAC and Load rate tables and special rules
Test VAC and all hardware
All parties download java files from VAC
Enter Keystone follow-up to Project Team system is
ready for testing

9/26/20059:00
9/29/20059:00
10/5/20059:00
10/5/2005 9: 00

65
66
67
68
69
70

MIS test applicable hardware and software
Prepare VAC Equipment for Transport and ship
Receive test data file from incumbent
Phone Install Complete
Confirm delivery of equipment, services
Confirm Delivery Frame-Retay circuits

10/5/2005 9: 15
10/7/2005 9: 15
10/7/2005 9: 15
10/10/2005 12:00
10/14/20059:00
10/14/20059:00

46 VAC
Item Items For 30 Deliverable Schedule

47
48
49
50
51
52

Workstations 1 Printers 1 Firewall
Phones
Enclosures 1 Pedestals
Conduct Project Team Kickoff Meeting
Confirm cancellation of existing vendor
Schedule removal of existing equipment
~~eliminan1

53
54
55
56
57

o

10/14/2005 13:00
10/14/2005 15: 15

71 Confirm Telephone lines
72 VAC and ancillary hardware

2

15 days
40FS+10
days

15 days

34FS+15
days

9.03 days

49
50
52
48
48
62,63,64
27F$+30
days
58
55FS+5
d~s

73 Project Manager and VAC Install Team arrive on-site 10/18/2005 13: 15

o

74
75
76
77
78
79
80
81
82
83
84
85

lVerify all circuits are in place
Confirm delivery Cisco Routers
Install Equipment
VAC Call Processors
Workstations 1 Printers
Notify VAC of ANI's
Test connectivity to other locations and LA NOCC
Test Telephone Lines
Test VAC Modem Line
Test WAN
Verify Interexchange Carrier
Make test calls

10/18/2005 13: 15
10/19/2005 13: 15
10/19/2005 13: 15
10/20/2005 13: 15
10/25/200513:15
10/26/2005 13: 15
10/26/2005 13: 15
10/26/2005 13: 15
10/26/2005 13: 15
10/26/2005 13: 15
10/26/2005 13: 15
10/26/2005 15: 15

56FS+1
day
66
67
69
70

68
68
68
73

3 days
4 days
15 mins
2.03 days
2 days
5 hrs
1 day
days
1.41 days
3 hrs

o

3 hrs
6 hrs

o hrs
1 day
1 day
5 days
3 days
1 day
3 hrs
1 day
1.25 days
0.38 days
1 day
2 hrs
1 day

C-53
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State of Missouri
Offender Telephone Services - RFP B2Z05070

Item Items For 30 Deliverable Schedule
86 Upload converted data to VAC
87 Cut-over VAC
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113

C-54

Cut-over complete
Post-Installation
Test VAC Completion
Voice prompts
Access Reports
CD-RIW (if installed)
Network Connectivity with Huber & Associates
Test all phones for Voice Prompts and Map stations
Test Workstation
VAC Accessibility
Final Clean-up of work area
Distribute escalation procedures
Forward Facility contact info
Forward Tech contact info
Notify Customer Service
Post-Implementation
Take photos of installation
Notify Billing and Fraud
Distribute Training Material
Investigations equipment Testing
Train Facility personnel on system
Administration
Canteen data transition overview
Facility Inspection and review
Implementation Complete
System Acceptance sign-off by Facility

Example Start Date Days
Required

Hours
Required

10/27/2005 13: 15
10/28/2005 13: 15

1 day
2 days

11/1/200513:15
11/1/2005 13:15
1111/2005 13:15
11/1/2005 13: 15
11/2/2005 13:15
11/2/200513:15
11/2/200513:15
11/2/200513:15
11/2/200513:15
11/2/200513:15
11/4/200513:15
11/7/200513:15
11/7/200513:15
11/7/200513:15
11/7/200513:15
11/7/200513:15
11/7/200513:15
1117/200515:15
11/8/2005 9: 15
11/9/2005 9: 15
11/9/2005 9: 15
11/11/2005 9: 15
11/15/20059: 15
11/17/20059: 15
11/18/20059: 15
11/18/20059: 15

77
79,61,68,7
2,75,77
80
60
23
23
8755
8855
84
83
84
8655
90
9655

47
91
95
94
99
101
102
94,100
92
104

o days
4 days
1 day
1 day
1 day
1 day
1 day
2 days
1 day
1 day
1 day
0.63 days
2 hrs
2 hrs
0.25 days
8.63 days
1 day
3 hrs
8 hrs
2 days
6 days
2 days
2 days
1 day
days
days

•

•

o
o

•
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C~PC5

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

'pes

~llill~PUbIiC

Comllluniciltiom Sen·jces

.-~~.

BIOS -pes Offender Phone
System Implementation

Tommie E. Joe - Chief Operating Officer. Mr. Joe has over 20
years of experience in operations, engineering, software
development, and corporate management from multiple
industries, including telecommunications. Mr. Joe is the
authorized PCS official to sign off on contract issues related to
this project. Responsible for directing the activities of Telecom.
Operations, and Sales staff.

Joseph Pekarovic - Vice President of Inmate Sales.

o

Mr. Pekarovic has over 17 years of experience in offender
services sales and marketing. He heads the Inmate Service
Division as the Vice President, working closely with the
implementation and installation of many federal, state, county,
and private correctional facilities. Mr. Pekarovic is authorized to
negotiate RFP terms and conditions, and is responsible for
ensuring that all customer-related RFP issues are correctly
addressed.

Steve Cadwell- General Manager. Mr. Cadwell worked for
GTE for 19 years in sales, marketing, operations and executive
management. Steve has a long history of building successful.
high performance sales and operations teams that are focused
on solving business problems through the application of
differentiated technology and creative solutions. Mr. Cadwell's
expertise is in major national and international account
management. All pes account management personnel report
to Mr. Cadwell.

o
."

f,,~

-

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State of Missouri
Offender Telephone Services - RFP B2Z05070

Damon Kenney - Territory Manager. Mr. Kenney joined pes
in 2002. With over 13 years in telecommunications, Mr. Kenney
brings a strong understanding of a particular customer's
telecommunications needs, including networks and integrated
services. Since 1994, Mr. Kenney has been a top-performer in
the arena of telecommunications sales. Assigned Territory
Manager and liaison between pes and the State of Missouri
throughout the RFP evaluation and contract signing process.

•

Doyle Schaefers- Vice President of Operations.
Mr. Schaefers began his career in the electronics
communications field in 1988 while in the U.S. Marines. He has
served as project manager for dozens of telecommunications
and electronic system projects, including the complete upgrade
of the following: prison telephone cable plant, PBX hardware
and software, fire alarm systems, fence alarm systems, CCTV
systems and digital two-way radio system.

John Stoll - Manager of Inmate Operations.
Mr. Stoll brings over 25 years of experience in
telecommunications systems repair, engineering, operations
and sales. Provides operational guidance on the successful
implementation of offender telephone systems, new feature and
services upgrades and emergency technical services. For the
State of Missouri, Mr. Stoll will also manage and coordinate the
installation teams from VAC and Huber & Associates.

•

Chris Moore - Senior Project Manager. As senior project
manager, Mr. Moore's responsibilities include planning,
implementing, and supporting the installation of
telecommunications, telemedicine, and video conferencing
equipment in correctional facilities. In addition to serving as
Senior Project Manager, Mr. Moore provides support to field
operations.

Alfredo Graham - Project Manager. Mr. Graham is
responsible for implementations of Offender Telephone
Services, and related equipment. Supporting technicians with
installs, testing, and maintaining these systems using the latest
test equipment.

•
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State of Missouri
Offender Telephone Services - RFP 82205070

o

"'_L--__
C~PCS

Anthony Arellano - Project Manager. Mr. Arellano joined
PCS in May 2002 as a technical services representative. In
2004, he was promoted to a Junior Project Manager. His current
responsibilities include planning, implementing, and supporting
the installation of telecommunications equipment.

Helen Douglas - Manager of Client Retention.

Ms. Douglas
has over 16 years of experience in the telecommunications
industry. She has overseen the delivery of service to more than
100 county, state, federal and private offender facilities across
the country. She will proactively work to ensure PCS meets our
client's expectations.

Poova Bullock - Supervisor of Customer Service.
Mr. Bullock has over 7 years of experience in Customer Service,
Research, and Project Management. Mr. Bullock supervises the
Customer Service Representatives responsible for collectable
and uncollectible revenues, service offerings, provisioning,
direct LEC billing, and customer service.

o
RESUMES OF

pes' KEY PERSONNEL FOR THE STATE OF MISSOURI PROJECT

Tommie Joe - Chief Operating Officer
Mr. Tommie Joe joined PCS in 1999. Mr. Joe is the Chief Operating Officer responsible for
directing and coordinating the activities of the Telecommunication's Operations staff. His
functions include providing operational guidance, and analyzing and appraising the
effectiveness of all operations and organizational processes.
Mr. Joe brings over 20 years of experience in operations, engineering, software development,
and corporate management from multiple industries to pes. Mr. Joe began his career as an
engineer for Exxon Company, USA where he moved up the management ladder to project
management for offshore oil and gas exploration and development in the Gulf of Mexico and
California. Mr. Joe then became Chief Operating Officer for Cyber Options, Inc., a consulting
and product development firm specializing in the health care industry. Prior to joining pes, Mr.
Joe was the Vice President of Operations for North Communications, Inc., a company that
specializes in developing kiosk applications for the financial industry .

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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Mr. Joe holds a Bachelor of Science degree in Mechanical Engineering from Georgia Institute of
Technology and an MBA with emphasis in Information Technology from California Lutheran
University.

•

Joseph Pekarovic - Vice President, Inmate Sales
Mr. Joseph Pekarovic has been an integral part of the PCS team since 1987. He was initially
involved in the installation of public telephone systems in the Southern California area and then
was instrumental in marketing operator services for the Hospital and Hotel industry. He
established the Inmate Call Processing unit at PCS in 1996 when the need for robust and
technically advanced security services began to be required for the offender telephone industry.
Mr. Pekarovic currently oversees the Inmate Service Division as the Vice-President of Inmate
Sales working closely with the implementation and installation of Offender Telephone Systems
(OTS) in many Federal, State, County, and Private correctional facilities. Mr. Pekarovic created
the Marketing and Telemarketing Departments that contract with various Regional Bell
Operating Companies, Local Exchange Carriers and Long Distance Companies for the renewal
of public pay phone services. Joseph Pekarovic has been integrally involved with the installation
of over 100 correctional facilities nationwide and has been involved with the marketing of
telecommunications services in the Caribbean, South America and Europe. Mr. Pekarovic
received a Bachelor of Science degree in Industrial Engineering at Cal Poly, San Luis Obispo.
Steve Cadwell - General Manager
Prior to joining PCS, Mr. Cadwell held several senior level sales management positions in the
telecom software industry and was the Telecom Technology Practice Leader for an
internationally retained executive search firm.
Steve began his career with GTE in Wisconsin in 1979 and spent 19 years progressing through
assignments in Illinois, Indiana, California and Texas where he held regional, national and
international assignments in sales, marketing, operations and executive management. He also
spent 3 years with the nations largest paging company in positions of increasing responsibility,
advancing from Sales Executive to General Manager to Vice President. Mr. Cadwell has a long
history of building successful, high performance sales and operations teams that are focused on
solving business problems through the application of differentiated technology and creative
solutions. He has been recognized by his peers for his leadership and vision and has received
numerous awards for excellence in sales management .and leadership.

•

Mr. Cadwell graduated from the University of Wisconsin- Madison and continues to be an active
Badger supporter. He lives in the Conejo Valley with his wife Deborah and their two children.
Damon Kenney - Territory Manager
Mr. Kenney holds a Bachelors Degree in Business Advertising and Marketing from the Art
Center of Design located in Pasadena, California. He also holds an Associates Degree in
Business Advertising from Pasadena City College. Mr. Kenney worked in his family owned
business and operated Gates B-B-Q in Kansas City, MO for five years as the
MarketingfTelecom manager.
Mr. Kenney joined PCS as the Southeast Region Territory Manager in 2002. Mr. Kenney has
served as a Business Consultant to several telecommunications firms, building upon his seven

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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years of experience in account management for MCI/Worldcom and WinstarlTelegent
Telecommunications.

John Stoll - Operations Manager
Mr. Stoll joined PCS in 2005. His functions include managing the implementation of offender
telephone systems, new feature and services upgrades, and technical services.
Mr. Stoll brings over 25 years of experience in telecommunications systems repair, engineering,
operations and sales. Mr. Stoll began his career in the U.S. Army where he trained as a
Microwave Radio Systems Repairman. There he developed his skills as a leader and as a
technician. Mr. Stoll applied these skills as a Site Manager at overseas duty stations and as an
Advanced Technology Trainer at HQ-CECOM (Headquarters - Communications Electronics
Command).
After the military, Mr. Stoll worked in the manufacturing industry supporting engineering teams
in the design and testing of satellite, radio, and missile systems. Mr. Stoll left manufacturing to
manage a Wireless Competitive Access Provider (CAP) network where he engineered and
implemented numerous wireless projects domestically and internationally. In 1995 Mr. Stoll
provided engineering consultation for the Associated Group, eventually supporting the launch of
Teligent, a wireless CLEC providing local, long distance and Internet services via Point-to-MultiPoint wireless network access.

o

In recent years Mr. Stoll has lead network engineering and operations, and sales engineering
departments for an Inter-Exchange Carrier, Internet Service Provider and Internet Telephony
Service Provider. These positions allowed Mr. Stoll to use the latest in telecommunications
technologies such as Multi Protocol Label Switching (MPLS) and Voice over Internet ProtOCOl
(VoIP). Mr. Stoll holds a Bachelor of Science degree in Telecommunications Management from
DeVry University where he graduated Magna Cum Laude.
For the State of Missouri, Mr. Stoll will also manage and coordinate the ;nstallation teams from
VAC and Huber & Associates. For Huber & Associates resumes, see C.1.1.n.

Chris Moore - Senior Project Manager

o

Mr. Moore joined PCS in January 2002 as Project Manager and was promoted in 2003 to Senior
Project Manager. Mr. Moore's responsibilities include planning, implementing, and supporting
the installation of telecommunications, telemedicine, and video conferencing equipment in
correctional facilities. Mr. Moore also helps the Inmate Operations Department with occasional
technical writing, RFP support, and training. In addition to these responSibilities, Mr. Moore
oversees two PCS personnel; the Project Coordinator and the Shippingllnventory Coordinator.
Mr. Moore has been involved in every single account serviced by PCS. He has supervised the
initial on-site installation for Bernalillo County, NM., the Dominican Republic, Oakland County,
CA, Santa Cruz, CA, Pamunkey Regional (Hanover County, VA), and others.
Chris Moore has experience working in the technical project management industry since 1999,
where he worked on the East Coast for PayTel communications. He started his career with
PayTel as a PC Technician/Operations Specialist and later progressed to the role of Inmate
Operations Manager, reporting directly to the COO. At PayTel, he received first-hand knowledge
on the bidding, planning, implementing, and supporting of telecommunications requirements of
offender facilities in Davidson County, and Knoxville, Tennessee.
Mr. Moore holds a Bachelor of Science degree in Business Management from North Carolina
State University, he is also a certified CompTIA A+ technician and Cisco Certified Network
Associate (CCNA).

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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Alfredo Graham - Project Manager
Mr. Graham joined PCS in April 2005 as Project Manager. He has previously held positions of
Senior Systems Engineer and Applications Engineer in the emerging products division at Nokia
while managing the successful deployment of various telecommunications projects across the
country. He has also managed the development, deployment, and operations of a data
communications infrastructure at the EI Rancho Unified School District. Mr. Graham began his
career as an Electronics Technician and later progressed to the role of Member of Technical
Staff while contributing to the manufacture of space-borne satellite systems for Northrop
Grumman.
His current responsibilities include planning, implementing, and supporting the installation of
telecommunications equipment in correctional facilities. Mr. Graham also assists the Inmate
Operation's Department with occasional technical writing, RFP support, and training.
Mr. Graham holds a Bachelor of Science degree in Computer Science from California State
Polytechnic University. He is also a Checkpoint Certified Security Administrator.

•

Helen Douglas - Manager of Client Retention
Ms. Douglas' background in telecommunications began in 1988 at Com Systems in Van Nuys,
California working with Paul Jennings as an Office Supervisor. As Com Systems grew and
merged with LDDS, she became a part of the corporate office in Westlake Village, California as
an Account Representative encompassing public and private payphones, hotel, motel and
hospital operator services accounts.
In 1995, Ms. Douglas transferred to Mr. Jennings' offices in Los Angeles (PubliC
Communications Services), taking the position of Project Manager. Ms. Douglas' primary
responsibility was to implement and manage the U.S. Postal Service Account, which included
over 50 nationwide postal districts and 5,000 payphones. Ms. Douglas' current position with
PCS is Inmate Customer Service Manager, overseeing service to over 100 County, State,
Federal and Private correctional facilities nationwide. All of these facilities are maintained and
tracked with PCS' escalation I trouble ticket procedures, which Ms. Douglas was instrumental in
creating, testing and establishing in 1997.

•

Until her recent promotion to Manger of Client Retention, Ms. Douglas had managed thirteen
correctional facility site administrators and technicians, three in-house Customer Service/OnCall Representatives and approximately thirty vendor technicians nationwide. Ms. Douglas'
motto is "Follow-Up, Follow-Up, Follow-Up". The concept of being extremely proactive is
essential in keeping the correctional facilities running smoothly and trusting that our customers
remain happy.

Poova Bullock - Supervisor of Technical Services
Mr. Bullock joined PCS in September of 2000. He supervises the Customer Service Reps
responsible for collectable/uncollectable revenues, service offerings, provisioning, direct/LEC
billing, & customer service. Mr. Bullock is PCS' liaison with all the states Public Utilities
Commissions. He has over seven years of experience in Customer Service, Research, and
Project Management. Poova Bullock has a Bachelor of Arts degree from the University of North
Carolina at Wilmington.

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State of Missouri
Offender Telephone Services - RFP 82205070

o

TEAMPCS GROUPS SUPPORTING THE STATE OF MISSOURI
PCS' organization structure reflects our commitment to providing exemplary service to our
correctional telecommunications clients. Currently, PCS maintains a staff of over 80 persons in
our Los Angeles home office with sales and service representatives nationwide. Our exact
personnel distribution throughout our organization, including our reporting structure, is provided
in the Organization Chart on page 41. All PCS departments work together to provide our clients
with optimal service and responsiveness.
INMATE SALES DEPARTMENT
Our sales department is comprised of industry experts organized to represent specific territories
across the United States. Independent Territory Managers (TM) report directly to the Vice
President of Sales, Joseph Pekarovic. Mr. Pekarovic has more than 15 years of sales
experience in this industry and works with each of the TMs to identify and provide solutions for
our potential customers. Our TMs become the customer's first relationship with PCS who
continue to monitor each of their accounts even after installation to ensure customer
satisfaction.
INMATE OPERATIONS

o

The Inmate Operations group provides project management services for inmate management
accounts and inmate Call Processor Equipment (CPE) accounts. These services include the
design and implementation of hardware, software and networking equipment in order to provide
site-specific, customized solutions for inmate calling platforms.
As part of its core duties, Inmate Operations:
•

Provides a seamless integration between Inmate Sales and Inmate Customer
Service through the timely and professional installations of inmate phone systems.
Works with Inmate Sales to install state of the art inmate phone systems on time and
within budget.

•

Works with Inmate Customer Service for the duration of all contract periods and
assist them in proactively maintaining the inmate phone systems and exceeding
customer expectations.

•

Cooperates with all other departments to achieve PCS' goal of being the premier
inmate phone system integrator and telecommunications service provider.

In addition to Project Management services, Inmate Operations also provides ongoing support
and training for the Inmate accounts. Inmate Operations works closely with Inmate Customer
Service to ensure that each account is serviced properly. This group also provides support and
services for any add/move/change/delete requests from the facility or the sales department.

o

The ongoing duties of this department are to audit, evaluate and improve the profitability of the
inmate account. This department will analyze the Long Distance phone bills and work with the
Local and Inter Exchange Carriers to ensure that the highest Quality of Service is achieved at
the lowest rate possible. All bills are approved by this department and ad hoc reports are
completed to ensure that we are being charged the contractual amount. Inmate Operations also

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Offender Telephone Services - RFP B2Z05070

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completes traffic analysis to ensure that the correct amount of services are being used at any
given facility; for example, ensuring that the correct number of CO lines and/or T1 s for the
calling patterns of the inmates are operational.
Implementing specialized services such as Debit, International Collect and Pro-Bono are other
duties performed by Inmate Operations. In addition to the implementation, Inmate Operations
also assists in managing, tracking and auditing these specialized services. Administering debit
refunds to inmates tracking and filling debit card purchases and working with vendors to load
debit information into the Call Processing Equipment are some of the tasks associated with the
debit process.

•

The Inmate Operations Department currently consists of the following positions:
• Manager of Inmate Operations
• Administrative Assistant
• Project Managers
• Debit Administrator
• Project Coordinators
• Telecom Analysts
INMATE TECHNICAL SERVICES
Once Inmate phone equipment is operational, the Inmate Customer
Service department is the first contact for Inmate clients. This
department handles customer questions, complaints, and service
requests. If the facility wants a new phone installed, if something
breaks, or if they have a question, they contact Inmate Customer
Service. Inmate Technical Services coordinates with Inmate
Operations for any equipment problems. They also work with
Inmate Billing and Fraud when billing questions arise.

Once Inmate phone
equipment is
operational, the
Inmate Customer
Service department
is the first contact
for Inmate clients.

•

The Inmate Technical Services department will coordinate with the
PIN Administrator who will be an employee of Huber & Associates. The PIN Administrator
monitors the CPE and related equipment, processes inmate requests that relate to phones, and
handles inmate complaints about billing or call connection. The PIN Administrator will contact
the appropriate department when necessary. The Inmate Technical Services Department
consists of team members in the Los Angeles office (Technical Services / On-Call Reps) and in
eight states (Administrators and Phone Technicians).
The department receives inmate phone service calls from facilities across the nation, ranging
from State Departments of Corrections, County Sheriffs' Departments, Immigration Detention
Centers and City Jails. The facilities contact us via a 24-hour live answered toll-free (800)
number. During business hours, calls route to the Los Angeles office via the 800 number and to
local administrators directly from their respective facilities. The ACD (Automatic Call
Distribution) system routes evening and weekend calls to the On-Call Representative.
Some of the types of issues handled include physical equipment damage to the inmate phones,
issues with the extensive Call Control Equipment and its respective programming, facility
workstation questions and vendor related issues (Local, Long Distance and T-1 Carriers, for
instance). All issues are thoroughly researched and extensive troubleshooting is conducted to

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State of Missouri
Offender Telephone Services - RFP B2Z05070
determine the problem and steps are taken to restore the phones, equipment, or programming.
One call from a facility can actually result in dozens of outgoing phone calls from the team
members in order to restore the inmate phone service. Team members have many sources of
troubleshooting assistance, including direct access to different
The department
call control systems, communication with high level
slogan is "Follow Up.
programmers, software tools (SOPHIA) and an extensive list of
vendor contacts (over 300 to date). All of which contribute to
Follow Up, Follow
achieving our ultimate goal of making corrections within the strict
Up". The simple
repair time lines required by the facilities.
concept of being

extremely proactive in

The department slogan is "Follow Up, Follow Up, Fallow Up".
gaining information
The simple concept of being extremely proactive in gaining
on issues goes a long
information on issues goes a long way in correcting issues and is
way in correcting
always very impressive to the customers. By complying with the
issues and is always
required repair time lines, we are able to keep the inmate
very
impressive to the
facilities happy and relieved to know that they only have to make
customers.
a single phone call and PCS will handle the rest. With this
mentality and the assistance of several other departments within
PCS, our Customer Service is known to be "top notch" in the industry.
INMATE BILLING & FRAUD PREVENTION

o

The Inmate Billing and Fraud Prevention Department monitors all areas concerning the CDRs
that come from inmate facilities. Billing and fraud may sound like two different areas, but they
are closely related. Fraudulent calls can't be billed, so PCS has to pay for them.
The Billing Agents regularly send us batch files from the LECs that shows what happened with
problem CDRs. This file is forwarded to the Inmate Billing & Fraud Prevention Department for
review. It is common that some CDRs could not be billed. Since PCS has to pay for these calls,
we need to ensure that unbillable calls are as close to zero as possible.
Unbillable CDRs are caused by a variety of reasons. The most common cause is improper
format of the record. Sometimes the data does not appear in the expected format, and the LECs
computer rejects it. Inmate Billing can reformat the record into the proper format, and then
resubmit it for payment.
A bigger problem is a CDR that went to a phone that can't be billed. The telephone industry is a
myriad of relationships between phone companies of different size and purpose. Sometimes
there is no relationship between the billing agent and the LEC where the call ends. In that case,
the call can't be billed. One example of this is a collect call to a cell phone. The Inmate
Operations Department tries to find a way for these calls to be billed. When they can't be billed,
the terminating number is blocked so that additional calls can't be placed to that number. In that
case, if the billed party wants to continue to receive calls from the inmate, they could set up a
pre-paid collect account. That way, the call can be deducted from the account balance (set up
by the customer directly with peS), rather than presented to a LEC for payment.
BILLING AND REGULATORY

o

PCS' Inmate Billing Department is comprised of a staff of six: a Billing, Fraud & Regulatory
Manager, a Senior Billing Representative and four Billing Representatives. The Billing Manager

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reports directly to pes' Director of Inmate Operations. This department has responsibility over
pes' interactions and responsibilities over the areas of Billing, Fraud and Regulatory matters.
Under the area of Billing, its staff handles the customer :service portion of the inmate side of the
company. This involves handling incoming calls from customers who accept collect calls from
any of pes' managed correctional facilities to a dedicated toll free number (888) 288-9879 that
is operational Monday through Friday 8:00 a.m. - 5:00 p.m. (PST).

•

The Billing Representatives handle calls such as customer billing/call rate inquiries/disputes,
activation of Pre-Paid accounts, credits/refunds, complaints, etc. Under the area of Fraud, the
department as a whole ensures that calls and associated revenues are monitored frequently to
look for inconsistencies and data errors. This monitoring is performed by analyzing call records
via configured database reports and by pes' in-house developed web browser-based program
SOPHIA (System Operations and Proprietary Handling of Information and Accountability),
capable of tracking usage by unique customer (telephone number) and by its compiled
summary call management reports (calls, revenues and minutes).
With regard to regulatory responsibilities, the manager of the department ensures that PCS has
obtained the necessary approvals and certificates to do business as an Operator Service
Provider (OSP) as it relates to installing and/or managing the collect telephone equipment at the
correctional facilities in which.PCS has been awarded the
Most states require
contract to perform such services. Part of the process of
.
obtaining authority from a particular state is by filing an
some .type of tariff
application with the Secretary of State to be able to transact
submittal by the .OSP
business in that particular state. In addition to this, most states
of the rates that It
require some type of tariff submittal by the OSP of the rates that
intends to charge the
it intends to charge the customers who accept the collect calls.
customers who accept

•

the collect calls.
This approval process ranges from one (1) to six (6) months in
time and at times requires personal company representation and/or the aide of an attorney local
to the state to represent pes in board hearings. PCS also uses consultants to obtain forms,
rules/regulatjons and aide in the filing process of a tariff in each of the states in which PCS
wishes to transact business.
INFORMATION TECHNOLOGY
The Information Technology group is responsible for the design, development and
implementation of PCS' proprietary software solutions. Two of their key products are SOPHIA
and Keystone. PCS' SOPHIA Development Team is a progressive group responsible for the
design and enhancement of this proprietary software. This software is a key component of PCS'
proposed solution to the State, and is in use at all of customer locations. On average, the
development team puts out four (4) releases of SOHIA per year. PCS has developed this
sophisticated project management platform in-house over a five-year period. The various
programmers, analysts, and software architects involved with SOPHIA's development and
support realize that the information activities related to individual call records are continually
evolving. Improvements to SOPHIA, including feature additions and refinements, are in direct
response to industry changes, customer needs and requests.
The Keystone System is a modern, state-of-the-art ticketing (slip) system. The system
constantly monitors issues and tasks, records data, and produces reports. Keystone is a "web

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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browser-based" application. Authorized users can simply log onto the Keystone web site using a
web browser.
PCS' PROJECT PARTNERS
PCS is a leading system integrator of Offender Telephone Services. We design customized
solutions for each of our clients. For the State of Missouri Department of Corrections, PCS has
partnered with VAC, Huber & Associates, and ShawnTech to provide what we believe is the
optimal solution to meet the agency's needs. The advantages of this approach are:
o PCS will serve as the Single Point of Contact for agency personnel.
o Huber & Associates and ShawnTech already have day-to-day experience working in
the facilities, which will ensure minimal inconvenience and disruption for agency
staff.
o A team approach will provide a seamless, integrated solution that will leverage the
talent and experience of all team members.
PCS' leadership will ensure all of the partners come together as a single team ... What we call
TeamPCS.

o

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State of Missouri
Offender Telephone Services - RFP 82Z05070

BIOS -pes Offender Phone
System Implementation

•

Huber & Assodates. Itlc.

Jim Huber - Chief Technology Officer. Jim founded Huber &
Associates in 1986. As Chief Technology Officer, he is
responsible for the vision, strategy, direction, and oversight of our
information technology business. He ensures that our company is
a leader in customer commitment, technical qualifications, and
strategic vision in the industry. Jim was the designer and
implementer of the logical partitions environment on the
rtment of Corrections' iSeries

Elizabeth Huber - Chief Executive Officer. As Chief Executive
Officer, Elizabeth oversees the design, marketing, promotion,
delivery and quality of Huber & Associates' programs, products
and services. With over 20 years experience in the information
technology industry, Elizabeth has the knowledge, background,
and leadership skills to help our customers maximize technology
investments and attain measurable improvements in critical areas
of business.

•

Pam Kroeger - Project Manager/Programmer. Pam has been
working as a Programmer/Analyst for over 20 years. She is the
designer and implementer of Corrections' Canteen System, and is
responsible for interfaces to the Inmate Banking System. Before
coming to work for Huber & Associates in 1996, she worked ten
years for the Missouri Department of Corrections, developing its
Inmate Ban
and Point of Sale

•
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State of Missouri
Offender Telephone Services - RFP B2Z05070

o

c~,p.cs
""""11ooooop . . - "

Paul Jackson - Systems Engineer, iSeries Technical Support.
Paul has been a systems engineer for over 25 years. Since joining
Huber & Associates in 2002, he has been a lead technician on
many successful lIT projects, and has worked extensively on the
planning and implementation of the latest LPAR upgrades to the
Missouri Department of Corrections' iSeries (AS/400). Paul holds
IBM certification on iSeries Windows Integration Technical
Solutions v5R3. He is a Microsoft Certified Professional (MCP).

Jeff Winters - Systems Engineer, iSeries Technical Support. Jeff

Picture
Not

has over 20 years experience in Information Technology, including
positions as AS400 Security Officer, Admin. Mgr., Data Center
Mgr., Mgr. of End User Computing, and Micro Computer
Coordinator. He holds the following IBM Certifications: iSeries
Technical Solutions Designer, iSeries Websphere Solutions
1'1 .. ,.. ,,..,....... and iSeries V5R2
cal Partition

Kelly Fischer - Pin Administrator. Kelly is Huber & Associates'

o

primary PIN Administrator handling the Missouri Department of
Corrections account. Not only does she have in-depth knowledge
and experience in handling the day-to-day system administration
functions, but she also excels in communicating with the customer
to identify and resolve problems.

Lynn Peters - Pin Administrator. Lynn has worked as an
administrative specialist in the information technology industry for
over 25 years. Since joining Huber & Associates in 2002, she has
facilitated our company's ability to build strategic partnerships with
our customers. Lynn assists with PIN Administration for the
Department of Corrections.

Lori Staub - Account Executive, State of Missouri Account.
Lori has over 25 years of experience supporting and providing lIT
solutions to our State of Missouri clients. With in-depth knowledge
of IT products, services, and solutions, Lori develops and manages
the overall business relationship between Huber & Associates and
our clients, ensuring overall client satisfaction. She has obtained
the following IBM certifications: p690 Solutions Sales, Storage
Sales version 4, and eServer p5 Solution Sales.

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Offender Telephone Services - RFP B2Z0S070

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Shawn'Tech Communications, Inc.
Picture
Not
Available

•

Tillman Mosley Jr. - Sr. Project Installation Manager. Manages
the installation process for new state development. This includes
inmate phones, computer networks, cabling infrastructure & call
control

Virgil Chenoweth - Technical Support Manager. Virgil Provides
Technical Support to all Employees for Telephone, Computer
Equipment, cabling, Interface Equipment and Inmate Telephone
Equipment, Line Control, and Recording. Provides back office
support, diagnostics, and documentation. Manages and conducts
pre-install documentation and wiring. Provides backup support to
field engineers.

Thomas Schopmeyer - DoCs Site Information Manager;
Corporate Field Repair Technician. Compiles and maintain
information library for DOCs sites. Tech support for field
technicians at DOC sites. Temporary replacement for technicians
at DOC sites, as needed. Provide field maintenance at county
sites as needed. Provide Corporate office support and repair.

Picture
Not
Available

Steven J. Filipek - Field Technical Engineer. Provides service &
support to inmate telephones & call control systems. Install, test
& maintain service software on digital voice recorders, call
processing system & inmate telephones. Install, terminate & test
LANIWAN, Cat 5. Routine PMI's. Communicate with
customer/d'
on service information.

Picture
Not
Available

Brett Magdziak - Field Technical Engineer. Configures, tests and
terminates, and maintains the State of Missouri's Dept. of
Corrections voice and data services. Responsibilities include
project management, facility maintenance of 1500 telephones in
21 facilities. Maintain an excellent level of customer relations to
state personnel while exercising continuous improvement with
current training and techniques. Also serves as Team Lead for
State of Missouri. Assists and collaborates with team members on
and train
anizational skills troubleshoot

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State of Missouri
Offender Telephone Services - RFP B2Z05070

BIOS -pes Offender Phone
System Implementation

VAC

VALUE-ADDED

~
COMMUNICATIONS

JERRY D. GIBSON. CHAIRMAN & CEO
Jerry Gibson has spent 30+ years in the telecommunications industry. During his
16 years at Texas Instruments, he established and managed factories around the
world, including the Far East, Mexico, Puerto Rico, and Europe. Later, as Senior
Vice President of DSC Corporation, he directed the company's manufacturing
group during a period of extraordinary growth. Mr. Gibson left DSC to form
Telserve Communications, Inc. which became TSC Communications Corporation
following the acquisition of North American InTeleCom. Value-Added
Communications, Inc. was also acquired by TSC during this time period.

MARK TURNER. PRESIDENT & CHIEF OPERATING OFFICER

())

Mark Turner has over 20 years experience in the telecommunications industry. He
spent many years with DSC Communications/Alcatel as a General Manager for
DSC Puerto Rico, and as Director of Worldwide Technical Support DSC and SME
Digital Cross-Connect Systems. He also worked for Rockwell International as a
Core International Engineer. Mr. Turner's background includes extensive
experience in customer service, manufacturing, digital transmission systems and
switching systems. Mr. Turner joined Value-Added Communications in May 2001.
He earned a Bachelor of Science Degree in Business Management at LaSalle
University.

KERMIT D. HEATON. EXEC. VP CORPORATE ADMINISTRATION
Kermit Heaton has worked in telecommunications his entire career. After 17
successful years with Southwestern Bell managing various telephone operations,
he accepted a customer service/support management position at DSC
Communications Corporation where he stayed for eight years. He then joined TSC
Communications Corporation, and assumed operations management responsibility
for both TSC Payphone Corporation and Value-Added Communications, Inc.
Presently, Mr. Heaton is responsible for corporate legal and human resources at
Value-Added Communications, Inc.

STEPHEN L. HODGE. EXEC VP & CHIEF TECHNICAL OFFICER
Steve Hodge has been developing telecommunication systems and products for
over 20 years. During his 10 years at the helm of KTI Corporation, he was
responsible for the company's development and manufacturing operations. In
1989, Hodge co-founded Value-Added Communications, Inc. He currentty serves
as Executive Vice President for the company and is primarily responsible for

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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product development. Mr. Hodge has extensive experience in sales, project
management, product management and general management. He earned a
Bachelor of Science degree in Electrical Engineering from the University of Texas
at Austin.

•

TAD SUMMERFIELD, EXEC VP - ENHANCED CALLING SERVICES
Tad Summerfield has extensive experience in sales, marketing, product
management, and business development. He spent 14 years with GTE Telephone
Operations with most of it within the Public Communications Group in both line and
staff functions. Mr. Summerfield joined Value-Added Communications in October
2000. He earned a Bachelor of Science Degree in Management at Northern
Michigan University.

RAFAEL GUTIERREZ, VICE PRESIDENT - OPERATIONS
Rafael Gutierrez has over 20 years experience in the telecommunications industry
with DSC, Alcatel, and VAC. Mr. Gutierrez has extensive international logistics and
warehousing experience having served as Director of Warehousing and
Operations for DSC in Puerto Rico. Mr. Gutierrez joined VAC in 2002. He earned
his MBA from the Cox Business School at Southern Methodist University.

FRED KESTERSON. VICE PRESIDENT - ENGINEERING
Fred Kesterson has over 20 years in the telecommunications industry. He worked
at DSC, Alcatel and now at VAC. Mr. Kesterson has his expertise in product
engineering and has served as the Director of Product Engineering for DSC and
Alcatel.

•

SERGE SEYFETDINOV, VICE PRESIDENT. RESEARCH & DEVELOPMENT
Mr. Seyfetdinov has almost 20 years in the telecommunications industry with
DAVOX, Concerto Software, AnswerSoft, Inc., and VAC. He is the principal
software developer for VAC's Inmate Telephone System (ITS) software product.
VAC has extensive experience providing Inmate Calling Systems for correctional
facilities throughout the United States. We encourage you to contact the following
references for information regarding VAC's performance.
o.

All equipment, services, personnel. and proposed methodology to meet the Initial and Ongoing
Installations provisions and requirements to include the proposed state's responsibilities, if any,
and the contractor's responsibilities pertaining to imtallation of the proposed equipment.

o Maintenance Service Plan
There are two primary maintenance items that will all be handled by PCS, the
prime contractor. These issues concern the daily operation at the 20 Correctional
Facilities and the Software Updating between PCS and the MODOC. PCS will

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State of Missouri
Offender Telephone Services - RFP B2Z05070

__.

'-~~PCS
'~'~_I

work primarily with ShawnTech to insure the "Equipment Maintenance" and will
work with Huber & Associates to insure the "software maintenance".

Equipment Maintenance
Public Communications Services will work with
ShawnTech Communications, Inc. to provide
three (3) vendor certified technicians to support
the twenty (20) State of MODOC Offender
Telephone Service platforms and the three (3)
Investigative Office Centers. These technicians
are equipped with laptops, cell phones and
pagers to promptly respond to trouble ticket
calls. Each Technician will also be fully
equipped with all the tools required to service
the OTS, CablinglWiring, workstations, offender
phones, and shut down switches. Each
Dispatch Center will also have the required
inventory to repair and maintain a minimum of
50 phones at a time and all components
required to fully reconfigure a Focus 100
Offender Call Platform.

Public Communications
Services will work with
ShawnTech
Communications, Inc.
to provide three (3)
vendor certified
technicians to support
the twenty (20) state of
MODOC Offender
Telephone Service
platforms and the three
(3) Investigative Office
Centers.

These technicians full time job will be to exclusively maintain and service the
phones and aTC for the MDOC. Along with providing these (3) full time
technicians, 2 alternate technicians will be available 2417 as backup for any
emergency and or larger scale projects. PCS will strategically place technicians in
the following maintenance zones below to provide maximum service coverage.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

-".

'-1JoooP~.

•

PubHc Communicatlons St'rvices, Inc.
State of Mlnomi DOC F adIIties

MalntenBllct Zont OTtntnt'

Figure C·27 Team PCS Proposed Maintenance Zones

(See Attachment I for full-sized diagram)
Above is a State of Missouri DOC area map overlaid with the Maintenance Zones
described above_ Each zone consists of a Dispatch Center, a Regional
Investigation Office and properly aligned distances between the dispatch center
and multiple correctional facilities. Priorities have also been coordinated between
technicians so that if an issue arises in a zone, then the technician that is closest to
the correctional facility that requires attention will be dispatched, not necessarily
the technician assigned to that zone.

•

These Teams will operate in the following Zones:
Team 1:

Eastern Re2ional Maintenam:e Zone
!code
MECC
HECe
ERDCC
fCC
pce
WERDCC
SEee

City

oc.tlon
MI •• ouri E••t.m ee
Hort ..... t CC
E•• t.m R."eptlon & DC
F.rmlngton CC
E ••t.m R.glon.1 Inv•• tlg.tlons
Potosi CC and Mln ••el •••• TC
~omen'. Reception ond DC
South ••• t CC

.... "lfI"
Bowllnl Gre.n
Bonn. To ..e
F.rmlngton
F.rmlngton
Mln ••ol Point
Vond.llo
Ch.rI ••ton

Phone.
52

101
111
140
0
49
II
17

... CMrIH
orrenden
1,100
1,175
2,114
2,725
0
100
2,07'
1,SOO

W-Stllt TDD Mlle. Min
1
2
3144
1
2
II 75
71 711
1
2
1
2
13 11
1
0
13 91
2
13101
1
1
2
13 n
1
2
117 157

Figure C·28 Team 1: Eastern Regional Maintenance Zone

•

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State of Missouri
Offender Telephone Services - RFP B2205070

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Team 2:

""""'n
Cltr

Central Regional Maintenance Zone
Locetlon

City

~CC

~lgoaCC

CMCC

fleffe,.on City CC
~entrel Reglonel Inye.tlgetlon.
IFlllton Reception & OC
trlpton CC
.oonyllle CC & Boonville TC
~oberly CC
iSolltll Central CC
~)zerk CC

~eHe",on City
fleffe,.on City
~efferson City
Fulton
trlpton
Boonyllle
Moberly
Licking
Fordland

Code

FRDC

trcc
BCC
MCC

ISccc
OCC

Pilon".

Offende,.

62
.1
0
11.
58

1,835
1,"8
0
1,302
1,088
1,25'
1,800
1,5"

7t
53

78
27

88S

W-Stet TDD Mlle. Min

1
1
1
1
1
1
1
1
1

2
2
0
2
2
2
2
2
2

Ii

5
5
24
35
58
.8
II
11S

5
5
5
24
55
IZ
II

111
178

Figure C-29 Team 2: Central Regional Maintenance Zone

Team 3:
Western Regional Maintenance Zone

o

Code

Location

~Ity

CRCC
WMCC
WRDCC

Cro••roed. CC
We.tom Mlllllourl CC
We.tern Reception, DC & CC
We.tern Regional Inve.tlgatlon
Chillicothe CC
Tle.tme.t Ce..ter

Cameron
Cameron
St. Jo.eph
1St. Jo.eph
Chlilicotile

ecc
MTC

M.,)'.",,,,

",OI)'Y"'"

Phon . .

Offende..

W·Stet

8.

1,500
1,175
1,880
0
52S
525

1

••,2
0
38
23

I

1
1

1
1
1

Figure C-30 Team 3: Western Regional Maintenance Zone

Each Dispatch Center will be able to have a technician on site within an average of 62
minutes and guaranteed three-hour time frame.

Dispatch Center
All critical maintenance will be performed as required
All major outages will
and at no expense to the State. All major outages will
be responded to within one hour of notification. PCS
be responded to within
provides a tOil-free telephone number (800-6-lnmate)
one hour of notification.
available 24x7x365 that the State personnel may call
for repairs, technical, or operational support. This
number is answered by a live-answered customer service representative at all times with
no automation or prompts to get through and NO hold times at all.
The State is encouraged to test our 800-6-lnmate number at all time, to verify that the
call is promptly answered by a live operator with no hold times at all.

o

PCS, as the prime responsible party, will coordinate all Offender Telephone Systemrelated repair issues. If we determine that the reported problem is due to an error on our
part, we will make repairs in line with our escalation procedures. (See Attachment K). If

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O_ff.ender Telephone Services - RFP 82Z05070

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6p_,..
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...
_·_ _ _ _ _ _ _ _ _ _ _ _ _ _

we determine that the problem is due to some other vendor/contractor's error, then we
will make a report to the customer and follow through with the other vendor until the
correction is made.
Whenever outages or equipment problems occur, the Dispatch Center Administrator will
enter a trouble slip into the Keystone trouble s!lip tracking software. The Keystone
system is a modern, state-of-the-art ticketing (slip) system. The system is used to
constantly monitor issues and tasks, record data, and produce reports. Keystone allows
all Offender Customer Service employees to check the status of any problem at any
time. PCS customers can also access Keystone through SOPHIA to see a history of
trouble slips and follow up on the status of a trouble ticket. Please note the following
sample screen:

•

I CuslomerSlip Symmary

l~o
Seaway Inc
At•• unt:

,.;Rd. Dlvi.lon

Accounr Slip.

•
Figure C·3i SOPHIA Screen Showing Trouble Tickets

If the user clicks on a specific Slip Number, the following Keystone Ticket appears:
Keystone Screen. The ticket shows the location, nature of the problem, time of outage,
response time, priority, status, and any notes. PCS will maintain sufficient spare parts to
facilitate speedy repairs. The PCS Dispatch Center is available twenty-four hours a day,
seven days a week.
Calls are received from designated Department of Corrections' facility personnel or the
Prime Contractor's Dispatch Group reporting troubles affecting the Offender Telephone
System. Dispatch operators' follow-up on ticket status daily. MODOC personnel can logon at any time to review any open tickets on the Keystone Ticketing System along with
reviewing any closed items.
PCS will review an escalation procedure with the MODOC. Priority Levels, as tracked in
Keystone, will be critical to establish criteria to ensure that all maintenance and repair is
complete in an appropriate time frame. The following priority levels are used as default
settings for PCS.
•

C·74

Priority Level Three: 8-hour response time with repairs completed within 48

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State of Missouri
Offender Telephone Services - RFP B2Z05070

o

•
•

hours. This action is taken when one of the multiple phones in a Housing Unit is
not operational.
Priority Level Two: 4-hour response time with repairs completed within 24 hours.
This action is taken when one entire Housing Unit is not operational.
Priority Level One: 1-hour response time with repairs completed within 8 hours.
This action is taken when 25% or more of the telephone service at an institution
is not available, if any of the call processing, call tracking, billing service is
impaired, or when all offender telephones are not operational.

When a system malfunction occurs, the Site Administrator or the State correctional staff
should immediately call pes with a description of the problem and priority level at
800-6-INMATE. If the 800 number fails after nonnal business hours, then call the
following individuals to report the problem with the Offender Telephone System.
For complaints or problems not handled to your satisfaction or within the required
response times, listed below are the next levels of management, which may be
contacted for further resolution:
•

One hour past the required timeline: Inmate Customer Service Manager: Helen
Douglas Direct Line: (800) 350-1000, x-3008 Cell Phone: (818) 523-5245
Two hours past the required timeline: Director of Inmate Operations: Richard Siebels
Direct Line: (800) 350-1000, x-3022 Cell Phone: (310) 463-5467
Three hours past the required timeline: Vice President, Inmate Sales: Joseph
Pekarovic Direct Line: (800) 350-1000, x-3015 Cell Phone: (310) 600-9448
Four hours past the required timeline: Chief Operating Officer:Tommie Joe Direct
Line: (800) 350-1000, x-3037 Cell Phone: (310) 922-3037
Five hours past the required timeline: President: Paul Jennings Direct Line: (800)
350-1000, x-3101 Cell Phone: (310) 600-3540

•
•

o

•
•

Dispatch Operations
1.

Receive calls from designated State DOC facility personnel or PCS' Dispatch
Group reporting telephone or system trouble affecting the offender call control
system.

Caller provides detailed information of the type of trouble and the general
location of the trouble. The following will be noted:
•
•
•
•
•

o

Type of equipment problem or location of phone not working
Time frame in which the trouble occurred
Point of Contact for additional information and call back number
Availability of on-site access, if necessary to complete reported repair
Caller will receive a trouble ticket number at the time of reporting.

Exceptions to this procedure will apply to troubles reported after 5:00 p.m. and before
8:00 a.m. Monday through Friday (EST) or weekends and holidays. Repairs
will proceed as normal, however trouble ticket numbers will be generated on
the following business day and provided to the caller.

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Offender Telephone Services - RFP B2Z05070

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--------------------------------------2.

A Trouble Ticket will be issued and the· system will automatically date the
trouble ticket. The ticket will record the following information:
•
•
•
•
•
•
•

Facility name and phone number
Person reporting the trouble
POC call back number
Trouble information
Time of dispatch to Field Technician
Status updates daily and ETA until trouble is closed
Name of any technicians sent on site for physical repairs to the system or
offender telephones

3.

Daily follow-up status will be entered on all calls that remain open into the next
day or over 24 hours. Updates will be recorded and forwarded to the customer
on a daily basis via email.

4.

If the ticket is referred to the hardware vendor for repair, the contact name and
ETA of the technician will be recorded on the ticket.

5.

Daily ticket updates will be sent to the customer via email.

6.

Weekly and monthly reports will be provided to the customer on ticket closures
and pending issues. Ticket closure reports will be customized for the customer
within the systems parameters to provide the customer with effective and
efficient information.

7.

When repairs are completed and reported to the SCI Dispatch Center the
repair will be verified by the SCI Dispatch Team with the ticket poe or
designated facility inspector before the ticket will be officially closed. Upon
verification from the facility that the trouble has been resolved, the ticket will be
closed and the customer notified of the resolution.

•

•

Preventive Maintenance
An aggressive preventive maintenance plan will ensure the Offender Telephone
System and supporting equipment are kept in good working condition. ShawnTech's
position is to minimize the percent of downtime with
proper preventive maintenance. ShawnTech will
ShawnTech will
schedule the technicians to perform various tasks as
schedule the
defined on the Preventive Maintenance Checklist on
technicians to perform
a regular basis. These tasks are detailed below.
various tasks as
ShawnTech will develop a preliminary preventive
defined
on the
maintenance schedule for each maintenance zone.
Preventive Maintenance
Technicians at a minimum will visit each site (mce a
Checklist
on a regular
month.

basis.
Dispatching trouble tickets:
The pes Dispatcher will contact a Field Technician after receiving and recording all
necessary information from the reporting facility personnel regarding a trouble issue.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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Field Technician will respond to the POC for the facility within the time constraints of
the contract either remotely or on site.
If a hardware repair is required, PCS will indicate their course of action to resolve the
trouble issue involving their remote intervention to correct software issues, which SCI
will record as a "Status" on the trouble ticket. If SCI needs to dispatch a technician to
the facility for a physical repair to the recording equipment, the name of the technician
will be reported to SCI and recorded at that time on the open trouble ticket.
PCS will check daily with the hardware vendor to facilitate speedy repairs to open
trouble tickets needing a software resolution. When the repair is made, the ticket
closure will be entered into the system. At that time, the SCI dispatcher will contact
the facility to verify that the trouble has been repaired and there are no additional
unresolved issues. Upon verification from the facility inspector or point of contact that
the repair was complete, SCI will close the ticket and notify the customer of the closure
by email.

Escalation Procedures
Appropriate escalation procedures will be developed for use in the event that trouble
tickets are not closed in the established time frame when issues have been referred to
the call control vendor or local LEC for repair.
Escalation list will include time parameters, contact person, phone number, alternate
phone number (cell phone or pager) and email address.

o

Escalation procedures for ShawnTech Field Technical Engineers are as follows:
•
•
•
•
•

Lead Technician
DOC Administrative Manager
Project Manager
Marketing Director
General Manager

Software Maintenance
All procedures detailed above will be held consistent to any software maintenance
issues. PCS will work with Huber & Associates to correct and maintain the software
links between the MODOC and PCS. This will include, but not be limited to:

Programming Services:
•
•
•
•

Extract PIN and Debit info from Canteen Point~of-Sale system.
Transmit extracted data from Missouri Department of Corrections' server to
Huber & Associates' server.
Translate the captured PIN and Debit information to the format required by
PCS.
Maintain the developed program throughout the duration of this contract.

o
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Offender Telephone Services - RFP 82Z05070

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p.

The proposed equipment. services, personnel, and methodology to meet the Training provisions
and requirements, to include all equipment, services.

D

•

Read and agreed. On-site training will be conducted immediately upon the
installation at each facility to ensure that alii system users are thoroughly trained.
Training typically lasts for a full day and the curriculum is designed to cover these
topics:
Training needs to be categorized into two distinct levels.
1.

Security Training: (Includes Investigative Personnel)
a. Reports
b. Methods to Maximize informationl Minimize Time
c. What is allowed and not allowed.

2.

Administrative Training
a. What information is available
b. How to run basic reports.

Security Training
The investigative personnel will have access to the Focus 100 and all the call
records and recordings made by the offenders at the MODOC. This information
can at times be overwhelming. The Focus 100 has reports that will assist in
identifying areas of concern and there are policies and procedures that have been
tested over time in assisting in zeroing in on where the most information can be
obtained.

•

pes will

provide classes that help investigators understand what can and cannot
be used in prosecution and investigative purposes. pes will provide this training
through Mr. Randall Yankee. Mr. Yankee is a 21-year veteran from corrections and
brings vital insight to the investigative process. These will be hands on trainingclasses with user manuals specifically designed and created for security personnel.
There will be open discussions or sensitive issues. PCS will provide a full
presentation that will include the vital portions of investigating. Some sample
screens from this presentation are included below.

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State of Missouri
Offender Telephone Services - RFP B2Z05070

o
"Miranda" (et.s.:q.) apply?
\\-ben can you record monitor. bargc-in?
"Ihat is "Branding- and lIDw does it work?
Whe'llis die inmatc"s phone call protected or pri\'ate?
How does the system mow if a call is protected?

Docs the obligation to protect "legal" calls fall solely on the:
government or is it a shared responsibility?
\\'bat happens if a protected calling prhilege is used for olber
purposes (e.g. caU forwarding etc.)? Is it revocable?
Does the person called have

II

ript to privacy expectation?

\\-bat should I do if I discover that a legitimate prhileged call
is not being protected?

o
How do I set up an active case fale?
How does a -WAVE- fde work?
What are the uses ofa ·'W.-\VE" file?

Is the master recording on the system protected?
Can I cncl)-pt II fde for presentation as evidence?
How do I play-back an encl1ptcd fate'?

If I need expert testimony on how the system operates for court
where do I get it?
Is there anything special or specific I need to knOlv about "chain
of custody" or trial presentation?

Administrative Training

o

On-site training will be conducted immediately upon the installation at each facility to
ensure that all system users are thoroughly trained for the first initial training. This
training will be also done prior to system turn up.

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Offender Telephone Services - RFP B2205070
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Training typically lasts for a full day and the curriculum is designed to cover the use
and operation of the system from the inmate's perspective, basic system
administration (Call Processing, Blocks, etc.) as well as a targeted review of the
system's many investigative tools (Shadow Recording, Monitoring, reporting, etc.)
Training will also cover general matters such as trouble reporting, resolution and
escalation procedures.

•

There will be a need to provide system administration training to those responsible
for day-to-day operations. An installation is not complete until those who use it are
comfortable with day-to-day operations. This is best accomplished through hands-on
training following system activation. To this end, PCS recommends that training be
conducted on site as each facility is installed.
Specialized reports will be created on a facility-required basis. Follow up training will
take place three weeks after the last initial on-site training. There will be annual
training for the life of the contract.
The comprehensive training curriculum is designed to cover complete system
administration and all investigative tools des-cribed below.

Introduction

Overview of the Inmate calling System functions
and features

Workstation Access
Control

Overview
User ID Management
Security Level Access Management
User Alerts

System Administration

Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Control
Block List Administration
Telephone List Update
Enable/Disable Telephones
Account Overview

•

Add a New Inmate Account
Update Inmate Information
Update Inmate Phone List
Transfer Inmate Between Facilities

•
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Offender Telephone Services - RFP 82Z05070

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Reporti ng/lnvestigative View Calls in Progress
Functions
Spy - Monitoring
SPY - Snitch Investigator Notification
General Reporting Capabilities Defining Report
Parameters
Save & Reprint Reports
Financial Reports
Maintenance Reports
Investigative Reports
Monthly Revenue Reports
Shadow Recording
SAM Archive CD

Calling Process

•

Placing a Call
Dialing Instructions
Direct Dialed Calls
Collect Calls
Local Calls
International Calls
Call Results Announcements

The above training will take place three weeks after the last initial set-up training.
This should be set for three days and can be delivered to the MODOC staff based on
the number of participants. This will further expand on the rich technology and many
advanced features the PCSNAC platform will provide and how and when to use
them. Huber, ShawnTech and PCS will conduct the training. Also included will be,
how to escalate trouble tickets, and how to follow and track progress of trouble
tickets. Training on procedures and time response of repairs. Training on whom to go
to for responses that may come up sometime during the contract.

Context Specific Help Screens on Workstations
As an additional aid, the workstation offers context-specific help screens to assist the
user during any process. By simply pressing the F1 key, a help window will appear
with contents targeted toward the workstation function in use .

•
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Offender Telephone Services - RFP B2Z05070

llllV,a,c SvslemDO Inmate Telephpne System nrS) 18

IIISign11l1ll pnMdl IllSIIm 1II111tlOw11nmlll.1II
plltl.l"",onl till. Whal PIIMIltnI !hi Sllll'1II111101.
III clllllnJI1II1 inmlll's Itt .... "toni tlll•• llIIIractwtlh
1II1Inm.·, ClrIIIln Ittaunt, Ind bill ftlr1ll1 ell!.
Vllue-Added Conwnunltlllan (VIIC) 11..1101111111
Sysmm1 00 ITS IlSIIm.

•

Figure C-32 Context Sensitive Help Screens

2417 Customer Service
At anytime during the contract you can access our Customer Service Training team
and request to set up a training course for new personnel and for follow up training to
existing personnel. PCS will automatically assume the MDOC will need introductory
and/or a refresher training at least once a year conducted by PCS and the
companies partnered in this solution. Formal training will be conducted at any time if
there is a new product introduced at anytime during the contract.

•

On-Line Training
At anytime during the term of the contract, MODOC personnel will be able to call the
PCS customer service desk and ask for on-line assistance. Since all MODOC
workstations will be connected to our WAN, our service representatives will be able
to log on to the remote users workstation and walk them through any item. Our
representatives will actually be seeing exactly what they see and be able to guide the
user real time. This service will be available 24/7.

pes System Overview
The System Overview will explain how data, from call recordings and call records
that are obtained from the offender telecommunication system, are transported and
shared across the entire MODOC system. Also discussed will be how information is
stored and how PCS and its partners monitor and maintain the system. We will also
cover what operations take place at the central server, how we will create a WAN for
the MODOC, Huber roles and responsibilities, ShawnTech roles and responsibilities,

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State of Missouri
Offender Telephone Services - RFP B2Z05070

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and PCS roles and responsibility. The goal of the overview will be to help the
MODOC understand the best way to utilize and address any of their future needs.

System Administration
The system administration overview will describe system access, navigation, and
how to use the system for PIN administration. In addition, attendees will be trained
on the setup call list and the method by which they can set call parameters and
restriction, generate a wide range of reports, and identify problems. Finally, the
overview will demonstrate how the system will instruct offenders via an automated
system prompts and how to use the system to make calls.

Recurring Training
Since personnel associated with the offender calling system project may change
from time to time, it may be necessary to train new individuals. Commencing
approximately three months after the completion of the initial training program, PCS
will provide formalized training class for new personnel as required on a mutually
agreeable basis at a MODOC facility location. PCS will provide refresher training to
MODOC personnel throughout the life of the contact.

o

q. The proposed equipment, services, personnel, and proposed methodology to meet the
Contractor Maintenance provisions and requirements. If maintenance is not provided by the
offeror's organization, the offeror must identify the proposed service organization.

CJ

PCS will serve as the single-point-of-contact for all maintenance requests.
ShawnTech will maintain offender telephones, station cabling, and call processing
equipment, as well as, the recording and monitoring equipment at each facility.
Currently, ShawnTech has two technicians supporting the existing system for the
agency. As part of TeamPCS, this number will be increased to three.
Huber & Associates will provide PIN Management Services as they have been
doing for the agency for the past five years. As part of TeamPCS, Huber &
Associates will implement the agency's long-awaited goal of providing Debit Calling
using the Canteen Management System.
For additional information on ShawnTech and Huber & Associates, see B.1.1. For
TeamPCS Escalation Procedures, see Attachment K.

r.

Any built-in diagnostic maintenance and/or diagnostic routines in the proposed equipment.

o The Host Monitor performs the following diagnostic routines and tests:
1. Conducts connectivity tests from VAC to each facility's equipment.
2. Monitors for the failure of any applications or services running
3. Monitors the available free space on the servers (Raid Arrays)

~)

C-83
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C~i~PC5

_"
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'"'_-_"_ _ _ _ _ _ _ _ _ _ _ _ _ _
O_ffender

State of Missouri
Telephone Services - RFP B2Z05070

4. Documents any event that is written to the
Microsoft Event Log.
5. Performs site specific queries
6. Disabling of phones at a facility via ITS software.
7. Validation failures
8. Proper replication of databases
The processing and recording equipment has an
embedded agent that constantly monitors all
hardware and software performance. The agent
reports to the Technical Center every 15 minutes.

The processing and
recording equipment
has an embedded
agent that constantly
monitors all hardware
and software
performance. The
agent reports to the
Technical Center
every 15 minutes.

•

2. The offeror must describe how maintenance shall be provided, including the location of service
center(s), the number of technicians at each service location that are trained on the proposed
equipment, the procedures for contacting service personnel, etc. to included the guaranteed
response time, in hours, for minor outages.

o There are two primary maintenance items that will be the responsibility of PCS, as
the prime contractor. These issues concern daily operations at the 20 correctional
facilities and the software updating between PCS and the MODOC. PCS will work
with ShawnTech to ensure the "Equipment Maintenance" and with Huber &
Associates to ensure the "software Maintenance".
EQUIPMENT MAINTENANCE
Public Communications Services will work with ShawnTech Communications, Inc.
to provide three (3) vendor certified technicians to support the twenty (20) state of
MODOC Offender Telephone Service platforms and the three (3) Investigative
Office Centers. These technicians are equipped with laptops, cell phones and
pagers to promptly respond to trouble ticket calls. Each Technician will also be fully
equipped with all the tools required to adequately service the OTS, CablinglWiring,
workstations, the offender phones, and shut down switches. Each Dispatch Center
will also have the required inventory to repair and maintain a minimum of 50
phones at a time and all components required to fully reconfigure a Focus 100
Offender Call Platform.

•

These technicians full time job will be to exclusively maintain and service the
phones and OTC for the MDOC. Along with providing these (3) full time
technicians, 2 alternate technicians will be available 24/7 as backup for any
emergency and or larger scale projects. PCS will strategically place technicians in
the following maintenance zones below to provide maximum service coverage.

e.
C-84
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State of MI880urt
Offender Telephone Services - RFP B2Z05070

•

Figure C-33 Three Zone Maintenance Plan
(See Attachment I for full-sized diagram)

•

Above is a State of Missouri DOC area map overlaid with the Maintenance Zones
described above. Each zone consists of a Dispatch Center, a Regional
Investigation Office and properly aligned distances between the dispatch center
and multiple correctional facilities. Priorities have also been coordinated between
technicians so that if an issue arises in a zone, the technician that is closest to the
correctional facility that requires attention will be dispatched, not necessarily the
technician assigned to that zone. These Teams will operate in the following Zones:
Team 1:

...
~.6

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.ee

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Figure C-34 Team 1: Eastern Regional Maintenance Zone

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C-85
;.) Pnnted on Recycled Paper

C~f~S
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State of Missouri
Offender Telephone Services - RFP 82Z05070

Team 2:

3.6
Cod.

Location

City

ACC
CMCC

~I.". CC
iJoffe... on City CC
Contr.1 Ro,l"n.' In"o.tl ••tl"n.
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o ..... ee

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iJoffe .."n City
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Figure C-35 Team 2: Central Regional Maintenance Zone

Team 3:

3.6

Western Regional Maintenance Zone

e"do

Location

:rolty

CRCC
_CC
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",.'tom MI •• oart CC
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Figure C-36 Team 3: Western Regional Maintenance Zone

Each Dispatch Center will be able to have a technician on site within an average of
62 minutes and guaranteed three-hour time frame.
DISPATCH CENTER

•

All critical maintenance will be performed as required and at no expense to the
State. All major outages will be responded to within one hour of notification. PCS
provides a toll-free telephone number (800-6-lnmate) available 24x7x365 that the
State personnel may call for repairs, technical, or operational support. This number
is answered by a live-answered customer service representative at all times with
no automation or prompts to get through and NO hold times at all.
The State is encouraged to test our 800-6-lnmate number at all time, to verify that
the call is promptly answered by a live operator with no hold times at all.
PCS as the prime responsible party will coordinate
pes as the prime
all offender telephone system related repair issues.
responsible party will
If we determine that the reported problem is due to
coordinate all offender
an error on our part, we will make repairs in line with
telephone system
our escalation procedures. (See Attachment K). If
we determine that the problem is due to some other
related repair issues.
vendor/contractor's error, then we will make a report
to the customer and follow through with the other vendor until the correction is
made.

C-86
, : } Printed on Recycled Paper

•

(;~PCS

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

.-n....p~.

Whenever outages or equipment problems occur] the Dispatch Center
Administrator will enter a trouble slip into the Keystone trouble slip tracking
software. The Keystone system is a modern, state-of-the-art ticketing (slip) system.
The system is used to constantly monitor issues and tasks] record data] and
produce reports. Keystone allows all Offender Customer Service employees to
check the status of any problem at any time. PCS customers can also access
Keystone through SOPHIA to see a history of trouble slips and follow up on the
status of a trouble ticket. Please note the following sample screen:
fCuSfom",S/jp SummltQr'

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Figure C·37 SOPHIA Customer Slip Summary page

If the user clicks on a specific Slip Number, the following Keystone Ticket appears:

o

-

Figure C·38 Keystone Trouble Slip page

I.) Printed

..

C·87
Or!

Recycled Paper

'~PCS
__ ._..
C-;~"'~_,

State of Missouri
_"_-_-..
__
"""_-_"_ _ _ _ _ _ _ _ _ _ _ _ _--.:.O_ffender Telephone Services - RFP B2Z05070

The ticket shows the location, nature of the problem, time of outage, response
time, priority, status, and any notes. pes will maintain sufficient spare parts to
facilitate speedy repairs. The PCS Dispatch Center is available twenty-four hours a
day, seven days a week.

•

Calls are received from designated Department of Corrections' facility personnel or
the Prime Contractor's Dispatch Group reporting troubles affecting the offender
telephone system. Dispatch operators follow-up on ticket status daily. MODOC
personnel can log-on at any time to review any open tickets on the Keystone
Ticketing System along with reviewing any closed items.

pes will review an escalation procedure with the MODOC. Priority Levels, as
tracked in Keystone, will be critical to establish criteria to ensure that all
maintenance and repair is complete in an appropriate time frame. The following
priority levels are used as default settings for PCS.
•

Priority Level Three: 8-hour response time with repairs completed within 48
hours. This action is taken when one of the multiple phones in a Housing Unit.
is not operational.

•

Priority Level Two: 4-hour response time with repairs completed within 24
hours. This action is taken when one entire Housing Unit is not operational.

•

Priority Level One: 1-hour response time with repairs completed within 8 hours.
This action is taken when 25% or more of the telephone service at an institution
is not available, if any of the call processing, call tracking, billing service is
impaired, or when all offender telephones are not operational.

•

When a system malfunction occurs, the Site Administrator or the State correctional
staff should immediately call pes with a description of the problem and priority
level at BOO-6-INMATE. If the BOO number fails after normal business hours, then
call the following individuals to report the problem with the Offender Phone System,
For complaints or problems not handled tel your satisfaction or within the required
response times, listed below are the next levels of management, which may be
contacted for further resolution:
•

One hour past the required timeline: Inmate Customer Service Manager: Helen
Douglas Direct Line: (800) 350-1000, x-3008 Cell Phone: (818) 523-5245

•

Two hours past the required timeline: Director of Inmate Operations: Richard
Siebels Direct Line: (800) 350-1000, x-3022 Cell Phone: (310) 463-5467

•

Three hours past the required timeline: Vice President, Inmate Sales: Joseph
Pekarovic Direct Line: (BOO) 350-1000, x-3015 Cell Phone: (310) 600-9448

•

Four hours past the required timeline: Chief Operating Officer: Tommie Joe
Direct Line: (800) 350-1000, x-3037 Cell Phone: (310) 922-3037

•

Five hours past the required timeline: President: Paul Jennings Direct Line:
(BOO) 350-1000, x-3101 Cell Phone: (310) 600-3540

•
C-88

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Printed on Recycled Paper

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

DISPATCH OPERATIONS
The following section outlines dispatch operations step-by-step.
1. Receive calls from designated State DOC facility personnel or PCS' Dispatch
Group reporting telephone or system trouble affecting the offender call control
system.
2. Caller provides detailed information of the type of trouble and the general
location of the trouble.
•

Type of equipment problem or location of phone not working

•

Time frame in which the trouble occurred

•

Point of Contact for additional information and call back number

•

Availability of on-site ·access if necessary to complete reported repair

3. Caller will receive a trouble ticket number at the time of reporting. Exceptions to
this procedure will apply to troubles reported after 5:00 p.m. and before 8:00
a.m. Monday through Friday (EST) or weekends and holidays. Repairs will
proceed as normal, however trouble ticket numbers will be generated on the
following business day and provided to the caller.

o

4. The trouble ticket will be issued and the system will automatically date the
trouble ticket. The ticket will record the following information:
•
•

•
•
•
•
•

Facility name and phone number
Person reporting the trouble
poe call back number
Trouble information
Time of dispatch to Field Technician
Status updates daily and ETA until trouble is closed
Name of any technicians sent on site for physical repairs to the system or
Offender telephones

5. Daily follow~up status will be entered on all calls that remain open into the next
day or over 24 hours. Updates will be recorded and forwarded to the Customer
on a daily basis via email.
6. If the ticket is referred to the hardware vendor for repair, the contact name and
ETA of the technician will be recorded on the ticket.
7. Daily ticket updates will be sent to the customer via email.
8. Weekly and monthly reports will be provided to the customer on ticket closures
and pending issues. Ticket closure reports will be customized for the customer
within the systems parameters to provide the customer with effective and
efficient information.
9. When repairs are completed and reported to the SCI Dispatch Center the
repair will be verified by the SCI Dispatch Team with the ticket POC or
designated facility inspector before the ticket will be officially closed. Upon

."

.
'-II Pnnted
on Recycled Paper

C-89

(r{~.P.CS

State of Missouri
Offender Telephone Services - RFP B2Z05070

·......,.,1..... ".,.,...·

verification from the facility that the trouble has been resolved, the ticket will be
closed and the customer notified of the resolution.
PREVENTIVE MAINTENANCE

•

An aggressive preventive maintenance plan will ensure the Offender Telephone
System and supporting equipment are kept in good working condition.
ShawnTech's position is to minimize the percent of downtime with proper
preventive maintenance. ShawnTech will schedule the technicians to perform
various tasks as defined on the Preventive Maintenance Checklist on a regular
basis. These tasks are detailed below. ShawnTech will develop a preliminary
preventive maintenance schedule for each maintenance zone. Technicians will visit
each site once a month at a minimum.

Preventive Maintenance Checklist

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Figure C-39 Preventive Maintenance Checklist

C-90

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State of Missouri
Offender Telephone Services - RFP 82Z05070

o

(~iJ,PC5
.-n....,t~-

DISPATCHING TROUBLE TICKETS

The PCS Dispatcher will contact Field Technician after receiving and recording all
necessary information from the reporting facility personnel regarding a trouble
issue. Field Technician will respond to the poe for the facility within the time
constraints of the contract either remotely or on site.
If a hardware repair is required, pes will indicate their course of action to resolve
the trouble issue involving their remote intervention to correct software issues,
which ShawnTech Communications will record as a "Status" on the trouble ticket. If
ShawnTech Communications needs to dispatch a technician to the facility for a
physical repair to the recording equipment, the name of the technician will be
reported to ShawnTech Communications and recorded at that time on the open
trouble ticket.
PCS will check daily with the hardware vendor to facilitate speedy repairs to open
trouble tickets needing a software resolution. When the repair is made, the ticket
closure will be entered into the system. At that time, the ShawnTech
Communications dispatcher will contact the facility to verify that the trouble has
been repaired and there are no additional unresolved issues. Upon verification
from the facility inspector or point of contact that the repair was complete,
ShawnTech Communications will close the ticket and notify the customer of the
closure by email.

o

ESCALATION PROCEDURES

Appropriate escalation procedures will be developed for use in the event that
trouble tickets are not closed in the established time frame when issues have been
referred to the call control vendor or local LEC for repair.
Escalation list will include time parameters, contact person, phone number,
alternate phone number (cell phone or pager) and email address.
Escalation procedures for ShawnTech Field Technical Engineers are as follows:
Lead Technician
DOC Administrative Manager
Project Manager
Marketing Director
General Manager
SOFTWARE ESCALATION

All procedures detailed above will be held consistent to any Software Maintenance
Issues. PCS will work with Huber & Associates to correct and maintain the
software links between the MODOC and PCS. This will include, but not be limited
to:
•

Extract PIN and Debit info from Canteen Point-of-Sale system.

C-91
,,:) Prinled on Recycled Paper

State of Missouri
Offender Telephone Services - RFP B2Z05070

3.

•

Transmit extracted data from Missouri Department of Corrections' server to
Huber & Associates' server.

•

Translate the captured PIN and Debit information to the format required by

•

Maintain the developed program throughout the duration of this contract.

pcs.

•

Billing Procedures: The offeror should describe all equipment, services, personnel, and proposed
methodology to meet the Billing Procedures provisions and requirements to include;
a. How calls within the Local Access Transport Area (intralata), calls outside of the Local Access
Transport Area (interlata) and interstate calls will be handled and must identify the respective
local and long distance carriers.

D

b.

PCS is solely responsible for billing, collecting, and charging all local and long
distance calls for the end users. Because PCS is not a LEC, we do not own our
own network. We tease networks from other providers based on the best choice
in each geographic location. This allows us the flexibility to make the right choice
for each of our clients' facilities. PCS currently has Master Agreements with
AT&T, SBG, Owest, Sprint, and MCI.

The billing process for all billed calls and the collection process for the bills for all calls,
including uncollectible calls. The offeror should submit examples of the proposed "Call
Detail Reports."

D

PCS' billing and collection procedures can be described by the following process
beginning with call initiation:
•

A call record is established when the receiver is lifted and an offender dials
one or more digits.

•

A completed call record is established when a call is dialed to a valid number
and an end-user accepts the charges. Calls that are not completed or are
misdialed are also stored in the system.

•

All call records are pulled from the call processor on a real-time basis during
routine downloads; parameter depends on system activity and size, directly
into SOPHIA. This directly establishes a call record file for each individual
record.

•

The call processor system provides for a back-up memory and storage of all
call activity so that in the event of any interruption of on-line capabilities or
other system disruptions, files are retrievable and synchronized through
SOPHIA and the call processor to ensure complete accountability and/or
recovery of all call records. The call processor can literally store all call
records on-line for multiple years at a time while PCS maintains its SOPHIA
hard drive with similar capabilities.

•

Once a call record is received, call records are processed on an immediate
basis through the call analysis program to determine a host of functions

C-92
,:} Printed 0" Recycled Paper

•

•

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

including system operation, call thresholds and other proprietary fraud
management techniques.

•

When a threshold is triggered, whether it is system related or pulling pattern
related for fraud purposes, an appropriate response will be produced.

•

As one of SOPHIA]s functions, calls are rated on an automated basis as part
of the internal processing of SOPHIA, when a receipt of the record is initiated.
The rating of individual calls is based on the originating phone number and
the rate tables established specific to the clients] negotiated or requested
rates.

•

Call status is established to determine any fraud related activities, whether it
is high toll fraud, pre-paid services, or other related information.

•

Rated calls are processed through a billing and collection file that is sent on a
bi-weekly basis to its billing source. PCS presently uses several sources of
billing, including operator service networks, CDC billing service, and direct
relationships with LECs and long distance carriers. SOPHIA identifies the
date that the record has been sent out for billing.

PCS uses several third-party billing clearinghouses (ILD, ACI and e8illit) to send
call records to in EMI (Exchange Message Interface) format for billing. PCS will
ensure that all unbillable and uncollectible calls will remain the responsibility of
PCS and shall not be passed on to the agency in any form.

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$2.00

SMITHERS,TOM,

111111

3212683354

09I12J2001

17·()4:..1 391 0

$2.00

I)

.
Figure C-40 Call Detail Report

4. The offeror should describe the taxes, fees, surcharges they intend to charge the called party. the
rate/percentage and site .the authority, to include the paragraph of the authority used to charge
such taxes, fees, and surcharges.

C-93
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State of Missouri
Offender Telephone Services - RFP B2Z05070

o PCS has provided all call billed rates in Exhibit A, which are detailed as the PCS

"Full Disclosure Rate Plan", These are the rates proposed for both collect and debit
calling. This plan details both any surcharge and per minute rate, The only other
charges are clearly defined by PCS as Government
There will be no fees
Fees and Taxes. There will be no fees or additional
or
additional charges
charges imposed directly or indirectly by outside
imposed
directly or
parties such as billing companies, Local Exchange
indirectly
by outside
Carriers or Billing Clearing Houses.
parties such as
billing companies,
These Taxes and Fees Strictly Include:
local Exchange
or Billing
Carriers
Federal Excise Taxes: Currently at 3.00%
Clearing
houses.
Local and State Taxes: Vary Per State

•

Recently in the Offender Telecommunications Industry there have been several vendors
that have added certain fees to collect call reciplient bills. These fees are often referred
to as:
1. Single Bill Fees.
2. Bill Rendering Fees
3. Bill Statement Fees.
PCS does not charge these additional fees, They are not government sponsored, they
are only fees added to customers bills to attempt to increase the revenue recovered from
collect call clients.

•

For example, the sample bill below shows: 1). Single Bill Fee, as charged by some other
vendors; 2). Itemized Call Charges; and 3). Local/State Tax and Federal Excise Taxes .

C-94

•
tC} Printed on Recycled Pal)er

c~ec.s
•.-n....,t . . . . .

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

AaoountNune,
6153211 ••

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S",kf ,"""", • • • • • •

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NAiHVI~~' TN
IIASHVILLE TN
NASHYILLE TN
~ILLr
NAlavILL~

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..........

6" "o.toSe HD$
6" ISo-toll MIS

s,o-!IOse

IllES

615 S50-to!!

HOI

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10

NIHP.

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n.

OfI10'.

OPIZIP.
01:',P.
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61' ',0-P012 Hit
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615 no-,OS! HDS
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CAlli ............................................ .
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-,-, ,,,.,.a. EKoi •• TIM ...................

... ............................................................ .
1 ................... .

10. Til • 11:lt./L.acI' f . • .............." ................ .

.......... ,.

Figure C-41 Sample Bill

o

The Carrier above states that they charge a flat $1.00 per local Collect Call Charge,
however they add an additional $1.50 per billing statement in order to recover their bill
processing costs. In effect, the charges for these phone calls is increased by $1.50 that
usually was not disclosed to the correctional facility and that is not disclosed to the called
party at the time the call is made.
This charge would not appear on a PCS bill. PCS will only charge for the call itself and
Local/State and Federal Excise Taxes as required by law.
We caution the State to identify and verify all vendor charges and ask for copies of
actual phone bills with all call detail charges listed and accounted for.

Authority Verbiage to Charge Such Taxes:
Federal Excise Tax:
The IRS as an act of congress collects The Federal Excise Tax.
The Current information from their web site
(http://www.irs.gov/publications/p510/ar02.html#dOe795) includes the following:

fit Internal Revenue Service IRS.gov
OHHlIHNI Of lHf lHASUiY

'.~
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C-9S

State of Missouri
Offender Telephone Services - RFP B2Z05070

Communications Tax
A 3% tax is imposed on amounts paid for all the following communications services.
•

Local telephone service.

•

Toll telephone service.

•

Teletypewriter exchange service.

•

Local telephone service. This includes access to a local telephone system and the privilege of telephonic quality
communication with most people who are part of the system. Local telephone service also includes any facility or
services provided in connection with this service. The tax apolies to lease payments for certain customer premises
equipment (CPE) even though the lessor does not also provide access to a local telecommunications system.

Private communication service. Private communication service is not local telephone service. Private
communication service includes accessory-type services prc·vided in connection with a Centrex, PBX, or other similar
system for dual use accessory equipment. However, the charge for the service must be stated separately from the
charge for the basic system, and the accessory must functiO:1, in whole or in part, in connection with
intercommunication among the subscriber's stations.
Toll telephone service. This includes a telephonic quality communication for which a toll is charged that varies with
the distance and elapsed transmission time of each commun ication. The toll must be paid within the United States. It
also includes (a) a telephonic quality communication for which a toll is charged that varies only with elapsed
transmission time and (b) a long distance service that entilles the subscriber to make unlimited calls (sometimes
limited as to the maximum number of hours) within a certain area for a periodic charge.
Teletypewriter exchange service. This includes access from a teletypewriter or other data station to a
teletypewriter exchange system and the privilege of intercommunication by that station with most persons having
teletypewriter or other data stations in the same exchange system.
Figuring the tax. The tax is based on the sum of all charges for local or toll telephone service included in the bill.
However, if the bill groups individual items for billing and tax purposes, the tax is based on the sum ofthe individual
items within that group. The tax on the remaining items not included in any group is based on the charge for each
item separately. Do not include in the tax base state or local sales or use taxes that are separately stated on the
taxpayer's bill.
If the tax on toll telephone service is paid by inserting coins in coin-operated telephones, figure the tax to the
nearest multiple of 5 cents. When the tax is midway between 5-cent multiples, the next higher multiple applies.
Prepaid telephone cards. A prepaid telephone card is any card or any other similar arrangement that allows its
holder to get local or toll telephone service and pay for those services in advance. The tax is imposed when the card
is transferred by a telecommunications carrier to any person who is not a telecommunications carrier. The face
amount of the card is the amount paid for commun ieations services. If the face amount is not a dollar amount, see
section 49.4251-4 of the regulations.

•

Local/State Taxes:
As each call received within a state is taxed differently it is difficult to correlate all
Local and State taxes into one document. However the Local/State taxes applied to
most calls within this RFP are related to calls terminating and originating within the
State of Missouri. The Authority to collect taxes is designated to the Missouri
Department of Revenue by the legislature of the State of Missouri and most tax laws
applied to these taxes are found in: Chapters 71 and 92, RSMo.
"The Missouri Department of Revenue serves as the central collection agency for all
state revenues. The department's primary duties include collecting taxes, titling and
registering motor vehicles, and issuing driver licenses. "
5.

Transition: The offeror should describe the manner in which it will coordinate contract transition
activities to minimize downtime during transition from the current to the new contract.

D

Transition

C-96
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•

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

It is not often that a company can claim that the transition necessary for a new
company will be easier than that of remaining with the incumbent. However, PCS
has designed a transition plan that will minimize any effort by the MODOC for
installing our system and actually reduce any additional work by the MODOC, or
specifically the Department of Human Services Offender Finance Office, by
maintaining the data flow format currently used between the MODOC and Huber &
Associates. No new integration will be required to maintain the current data flow
and similar data flow protocols will be used for any enhancements. This transition
plan includes contingency planning with complete redundancy to ensure the
continuous operation of all services.
By teaming with both Huber & Associates and ShawnTech Communications, pes
will bring in to this contract a new perspective while taking advantage to the field
experience and active systems provided by our team.
PCS's scheduling of events is based on a long history of installing offender
telephone systems.
PCS will provide the MODOC an implementation plan within 30 days of contract
awarded.

o

Network/IT Support Team:
The network and software integration teams will consist of members from PCS,
VAC and Huber & Associates IT Departments. This team will coordinate the WAN
configuration, software configurations and any upload necessary to activate all
PCS OTS services. They will be working in concert with the on-site teams to
ensure that all systems are properly integrated.
On-Site Teams:
PCS has organized three (3) on-site teams designed to ensure a timely and
seamless transition from your current vendor to the PCS OTS solution. These
teams will be lead by a Project Manager and will be responsible for each of the
following zones, these are the same zones designed by PCS for the ongoing
maintenance and support of the PCS OTS. These teams will each consist of 5
technician members from PCS, VAC and ShawnTech Communications.
•
•
•

PCS - Project Manager
VAC -Implementation Specialist
ShawnTech - System Technician

These Teams will operate in the following Zones:

•
C-97
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(__
peS
....... n...,p,.,.......

State of Missouri
Offender Telephone Services - RFP 82Z05070

Team 1:

Eastern Regional Maintenance Zone
City
Location
Missouri Eastern CC
Pacific
Northeast CC
BowlinQ Green
Eastern Reception & DC Bonne Terre
Farmington CC
Farmington
Eastern Regional
Farmington
Investigations
Potosi CC and Mineral Mineral Point
~rea TC
~omen's Reception and Vandalia
DC
Southeast CC
Charleston

Code
MECC
NECC
ERDCC
FCC

PCC
WERDCC
SECC

Phones
52
106
166
140
0

Offenders
1,100
1,975
2,684
2,725
0

49

.t.CM.....
W-Stat rTDD Miles MII1
1
2
39 44
1
1
1
1

2
2
2
0

66
71
83
83

800

1

2

83 101

69

2,076

1

2

83 93

87

1,500

1

2

167 157

•

75
76
91
91

Figure C-42 Eastern Regional Maintenance Zone

Team 2:
Jefferson

Central Regional Maintenance Zone
Code
~CC

CMCC

FRDC
IrCC
BCC
MCC
SCCC
OCC

Location
City
p,lgoa CC
Jefferson City
Jefferson City CC
Jefferson City
Central Regional
~efferson City
Investigations
Fulton Reception & DC
Fulton
Tipton CC
Iripton
Boonville CC & Boonville TC Boonville
MoberlyCC
Moberly
South Central CC
Licking
Ozark CC
Fordland

City
Phones
62
91
0

Offenders
1,635
1,996
0

119
58
71
53
78
27

1,302
1,088
1,256
1,800
1,596
695

W-Stat [TDO Miles Min
1
2
5
5
1
2
5
5
1
0
5
5
1
1
1
1
1
1

2
2
2
2
2
2

24
35
58
66
96
165

24
55
62
69
116
178

Figure C-43 Central Regional Maintenance Zone

•

Team 3:

Western Regional Maintenance Zone
Code
CRCC
WMCC
~RDCC

CCC
MTC

Location

City

Crossroads CC
Cameron
Western Missouri CC
K:ameron
Western Reception, DC & SI. Joseph
CC
Western Regional
~t. Joseph
Investigation
Chillicothe CC
Chillicothe
Maryville Treatment
~aryville
Center

Kansas City
W-Stat [TDD Miles Min

Phones

Offenders

89
96
92

1,500
1,975
1,880

1

0
38
23

1
1

2
2
2

51
51
55

52
52
56

0

1

0

55

56

525
525

1
1

2
2

90
94

99
96

Figure C-44 Western Regional Maintenance Zone

Below is a State of Missouri DOC area map overlaid with the Maintenance Zones
described above. Each zone consists of a Dispatch Center, a Regional
Investigation Office and properly aligned distances between the dispatch center
and multiple correctional facilities.

C-98
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•

State of Missouri
Offender Telephone Services - RFP B2Z05070

.-~~.

PubUc CommunlcatJons Services, Inc.
State of Mlssom DOC FadlHkr
Maintenance Zone Oveniew

Figure C-45 Maintenance Zone Overview

(See Attachment I for full-sized diagram)
Upon completion of the comprehensive site survey and approval of the
implementation plan, PCS will initiate site preparation. The site preparation will be
determined by the results of the site survey and will include cabling, power, HVAC,
and telephone room enhancements required to support the Offender Telephone
System. All preparation work will be pre-approved by the state agency project
manager and will comply with industry standards and I or regulatory agency
guidelines.
The transition plan, also described in earlier pages as the implementation plan
takes into consideration 5 separate, but fully integrated steps.

Site I nspectionl Preparation
On the first day MODOC staff is available, our team will hold the first meeting with
the individuals required. Each team member has industry experience in the
implementation, operation and management of Offender Telephone Systems. The
team will perform a comprehensive site survey with a MODOC facility staff member
to identify existing phone and system installations, determine new phone and
system installation requirements, review cabling, power, HVAC, and telephone
room requirements, and determine necessary site enhancements. A
comprehensive site survey report for each facility will be provided to the state
agency project manager.
Upon completion of the comprehensive site survey and approval of the
implementation plan, PCS will initiate site preparation. The site preparation will be
determined by the results of the site survey and will include cabling, power, HVAC,
and telephone room enhancements required to support the Offender Telephone

c·gg
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State of Missouri
Offender Telephone Services - RFP B2Z05070

System. All preparation work will be pre-approved by the state agency project
manager and will comply with industry standards and I or regulatory agency
guidelines.

Network Implementation.

•

During the site surveys, each of the three on-site teams will identify the necessary
circuits for each of the 20 correctional facilities, the 3 investigative offices and the
connections to all other centralized support offices. This will include, but not be
limited to:
•

Frame Relay Circuits for the Virtual Wide Area Network created by PCS for
the MODOC.

•

T-1 Circuits required for outgoing calls from the facilities.

•

C.O. lines require for outgoing calls from the facilities.

The Network Team will order circuits. Delivery dates will be received and will be
noted on the implementation plan. This implementation plan will be delivered to the
MODOC within 30 days.

Team members will be on-site, at each facility during the delivery dates for all
circuits for testing.
Additionally, each team will test and check the following internal wiring at each of
the 20 MODOC and 3 Regional Investigative offices:
•

Line quality between the phone station and the phone room. Any IDF and
MDF blocks will be checked for quality of connections.

•

Cabling connections between the phone room and the locations
designated for workstations will be tested for quality of connection.

•

Cable connections between phone stations and any cut off switches prior
to installing the ICOR-24 Shutdown Switches will be checked and
confirmed.

•

Labeling and configuration will be updated to ensure that PCS has a
correct inventory of all lines available and any that may be required.

•

pes proposes to utilize all existing cabling determined to be in good operating
condition. All new installations of cabling will be pre-approved by the state agency
project manager and will comply with industry standards and lor regulatory agency
guidelines. Cabling will traverse pre-existing conduit runs where available or as
determined through the site survey. All cabling will be labeled as appropriate and
hidden and secured per industry standards. Any internal line quality issues
identified by PCS will be reported to the MODOC at the end of each site survey for
scheduling of appropriate repair or upgrades. This may include replacing telephone
and/or CAT cabling. All repairs will be done at a cost to PCS.

C-100

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•

-

State of Missouri
Offender Telephone Services - RFP B2Z05070

(J)

Equipment Delivery and Installation.
All Offender Telephone System hardware will be installed in the location
determined in the site survey and approved by the state agency project manager.
pes will utilize cabinets or racks to contain all hardware and will be securely
mounted to meet the appropriate industry standard and I or regulatory agency
guideline. Consideration will be taken in the installation to ensure no disruption of
service,
The equipment to be delivered will include, but not be limited to the following:
a. The Focus 100 Offender Telephone System (OTS)- This OTS is a fully
integrated phone system that will be delivered in a stand-alone cabinet. They
will arrive fully tested and scalable to each of the 20 correctional facilities.
Each OTS is run for 96 hours at the manufacturing center prior to shipping.
Due to the compact size of this system, it will be delivered to the same room
that the current OTS is located. All OTS and workstations will be installed
adjacent to existing equipment without obstructing its service.
This system will be delivered a maximum of 14 days prior to the system cut
over date. The delivery of equipment will be coordinated with the MODOC
state agency project manager and facility staff member to ensure the timely
and orderly receipt of installation materials. PCS will schedule the delivery of
equipment to coincide with the planned installation of the system. The
installation staff will remove all packing materials and return the work area to
the pre-existing condition.
b. The aTC offender telephone sets: As described in previous sections, these
telephones will be delivered ready to mount with any additional accessories
as dictated by the MODOC. pes currently has 1,600 telephones available to
insure that they can be delivered to each of the 20 correctional facilities in
proper quantities 2 weeks after contract execution to ensure that the phones
are installed 30 days after contract execution. Quality ratings will be done at
each offender phone after installation.
As outlined in the Gantt chart in Appendix J, each of the three ground teams
will be scheduled to have the offender phones installed as scheduled in the
RFP.
c. Administrativellnvestigative Workstations: The required workstations shall be
delivered to each of the 20 correctional facilities and 3 Regional Investigative
offices a maximum of 14 days prior to the system cut over date. They will be
delivered fully tested and with all the appropriate user manuals, accessories
and software fully loaded.
d. TOO Phones: The required TOO phones will be delivered to each of the 20
MODOC Correctional Facilities a minimum of 14 prior to system cut over.

o
C·101
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.

t~}S~fCS

~·__
n-p_",,_,-_·_ _ _ _ _ _ _ _ _ _ _ _ _Offe_nder Telephone

State of Missouri
Services - RFP B2Z05070

e. ICOR-24 Shut Down Switches: All required shut down switches required will
be upgrade to the PCS ICOR-24 during the installation phase of the offender
telephones.

Systems Integrations:

•

To ensure that all systems are integrated and tested based on the requirements of
this RFP, PCS has assembled a team of professionals, already experienced with
both the MODOC and its current OTS platform, and over 400 other correctional
facilities and systems across the nation.
The scope of the integrations required to fulfill the MODOC's needs include, but
are not limited to the following:
Offender Personal Identification Numbers (PINs):
PCS recognizes that the MODOC currently has a system in place that effectively
transfers offender information from OP2, via an FTP (File Transfer Protocol) put to
Huber & Associates. This format has been review and checked and will be
available for PCS's OTS prior to system cut over. PCS has already completed a
thorough examination of the system and current procedures and found that the
MODOC does not need to make any modifications.
Offender Debit System Activation:
In order to ensure a method by which offenders can seamlessly purchase debit
telephone time and deploy it with limited MODOC responsibility and/or effort PCS
has developed a method in concert with Huber & Associates that will allow
offenders to purchase debit time as a canteen item through the simple
development of a new UPC code.

•

Once the office of MDOC Offender Finance Department approves the creation of
an additional offender UPC code for the canteen, the offenders will automatically
be able to purchase debit time. Offenders will purchase debit time in pre-approved
increments of one dollar ($1.00). On pre-approved cycles the OP2 will transmit the
offenders PIN along with their debit purchase amount to Huber & Associates in the
same manner as the PIN numbers are currently transmitted. This FTP throughput
will be sent to PCS in a pre-agreed format by Huber & Associates and
automatically be available for offender use, Refer to Attachment I for a full sized
version of the below "System Integration Overview" Diagram. This debit system will
be centralized and available to all offenders upon system turn up.

C-102

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State of Missouri
Offender Telephone Services - RFP 82205070

•

C~PCS
_5r'''''''
._,.,.....
~#'I''''''_ ...

PubHc CommunJcatlons Services, Inc.
State or MIssouri DOC FM1IIdts
System IDttlJ'llUoa OvtnkW

Figure C-46 System Integration Overview

(See Attachment I for full-sized diagram)
System Data Uploads

•

Relevant data will be required to ensure that any security and/or administrative
information are available for immediate use. PCS will work with the MODOC to obtain
sample data files from the incumbent provider. This data will be downloaded into our
system for test conversions. Once these conversions are approved, then pes will
request that a full data file transfer would be arranged as close to the turn up date as
possible. This will ensure that the information is as current as possible prior to turning up
our system.
The data requested from the incumbent provider will include, but not limited to:
1.
2.
3.
4.
5.

Blocked Number Lists
Offender Personal Allowed Number Lists
Alert Lists.
Attorney Numbers Lists.
Required Reports will be replicated.

OTS Integration with Network:
The OTS has several connections required between the PCS WAN and other circuits.
Prior to any system turn up the, OTS will be connected to all circuits described in
Network Implementation portion above. Test calls will be made from the OTS thru these
circuits to insure that:

•

1.

2.
3.

Call can be completed anywhere in the United States or Internationally.
Data is transmitting correctly to PCS's Network center.
Proper Validation is occurring on all Collect Calls.

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State of Missouri
Offender Telephone Services - RFP 82Z05070

---------------------------------------,
4.
5.

Test FTP puts are properly transmitted by Huber & Associates and
received by PCS.
Debit calls are completed and properly charged to offender test accounts.

Workstation Integration With WAN and LAN's

•

All workstations will be installed and connected via CAT-5 Connectors to the
PCS/MODOC WAN. This will include, but not be limited to the workstations located
at:
1.
Each of the 20 Correctional Facilities.
2.
Each of the 3 Regional Investigative Offices/.
3.
Huber & Associates Central Jefferson City Office.
Testing will be done at each of the workstations to ensure that:
1.
2.
3.
4.
5.

All calls can be monitored from each of the workstations.
Call data and recordings are being currently stored
Call data is being properly displayed and viewed.
Call Blocking is being correctly activated.
All security items are in place.

d. System Turn Up:

-"'"'-

After the above steps have been accomplished and tested
the actual system turn up can commence. In fact, at this
point the system has already been fully installed, has been
tested, is operational, and has been accepted by the
MODOC. The only step required for System Turn Up is
connecting the offender phones to the pes OTS.

•

This process is accomplished in one easy step. At this point in time, phone
II Block
closets at each of the correctional facilities will contain both the existing OTS
and the new PCS OTS. Both will be fully operational. The current OTS has 25 PIN
cables that connect up to the current call processor to the demark point. Each of these
cables is connected to a 66-Block that is attached to the wall in the phone closet. This 66
Block in turn is connected to the lines for the offender phones. The connection between
the 66-Block and the cable is made through an amphenol connector. This amphenol
connector (see Figure on Left) is removable from the 66-Block (See Figure on Right),
The PCS OTS has the same cables with the same amphenol connectors. At a preagreed upon time, the amphenol connectors connecting the current OTS to the 66Blocks will be removed and the amphenol connectors connected to the pes OTS will be
attached.

The System Turn Up is complete.
Since all systems have been tested and activated, the offenders can immediately use
the phones. This exact transition plan has been previously deployed and successfully
executed by PCS and its team members on many multi-site correctional facility turn ups
across the Untied States.

C-104
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•

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

The final phase of the Transition Plan will
include the training and monitoring of the
ongoing system. The training will start at
each facility and delivered at the
completion of the each. A refresher
course will be conducted upon the final
System Turn Up. The transition teams will
remain in place for a minimum of 5 days
after System Turn UP to insure that all
systems are functioning correctly and that
the MODOC staff is fully satisfied with its
functionality.

MODOC Compliance and Scheduling
Upon contract award and prior to any site survey, PCS will provide a list of all individual
personal information that will be participating in the system Start Up. Based on the
MODOC's time frames the following will be requested.
•
•
•
•
•
•

o

Security Clearances and checks.
Facility policies and procedures to reviewed and signed by all participants.
Scheduling of events with facilities.
Escort Assignments.
Access to Correctional facilities and required administrative areas.
Access for Telephone and Network Circuits.

PCS is fully prepared to begin the installation process upon the date of contract
execution. A preliminary schedule of events Gantt chart has already been created.
Please refer to Attachment J.

6.

Product Accessibility:
The offeror should provide a description of the proposed
system/application development and/or customization's conformance with the Missouri IT
Accessibility Standards by means of completing either a Voluntary Product Accessibility
Template (VPAT) (www.itic.org/policy/50S/Sec50S.html) or other comparable document. The
offeror should further describe the following as it relates to the applicable Missouri IT
Accessibility Standards:

•

The proposed developmental approach to ensuring confonnance with the
applicable IT Accessibility Standards.

o Value-Added Communications - Voluntary Product Accessibility Template

Date: August 9, 2005

o

Product: Focus 100 ITS

.~
f.':

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(~:-:~~'-cs
--n...,6...-"

State of Missouri
Offender Telephone Services - RFP 82Z05070

Description: The Focus 100 Offender Telephone System is a state of the art
system for the control of offender telephone network access. It is specifically
designed to allow authorized legitimate calling by offenders while protecting the
general public from unauthorized and/or illegal criminal activity. Additionally, the
Focus 100 system offers the most comprehensive investigative and monitoring
tools for law enforcement available.

•

Contact for more Information:
Please contact Value-Added Communications at:
Value-Added Communications
3801 E. Plano Parkway
Plano, TX 75074
Phone: 800-777-9759
Website www.vaci.com

Summary Table
Voluntary Product Accessibility Template

~
~~c;;~c:t~~~:',~~dS~~~~:~~g Jlsupports

I Criteria

~========~======~

Systems _

_.

.

Remarks and

I

I. Explanations

Supporting Features

II.

~==================~I

II

~

__

I
.

FS=CC=,t=io=n==I=19=4=.=22==VV=C=b=-=b=as=e=d==~F====================~IIF====~==============~II
Internet Information and
Applications

Not Applicable

Section 1194.23

Is

rt

II

Section 1194.24 Video and
Multi-media Products

INot Applicable

II
.

S,cctio,n 1194.25 SelfContamed, Closed Products

INot Applicable

•

.

F'I='e=lc=c=o=nl=m=u=n=i=ca=t=io=n=s=I=)r=o=d=uc=t=S~F=u=p=p=o==S==============~F===================~1

Scction 1194.26 Desktop and ,INot A licable
Portable Computers
pp

II'

I
I

.

I

I

II
.

I.

.

I

F===============~~================~

Section
1194.31 Functional
Per f'ormance C··
n lena

~I

INot Applicable

IF=================~F================~F=================~

Section 119~.41 Information, Jlsu arts
Documel~tat~on and Support _ .. pP.

_

I

--..-J

I
--.J

•
C-10S
.1>
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.

Pnnled on Recyclec Paper

State of Missouri
Offender Telephone Services - RFP B2Z05070

~
11

- Section 1194.21 Software Applications and Ope~ating Systems - Detail
Voluntary Product Accessibility Template

I

Remarks and
explanations

;=;=~I

(a) When software is designed to run on a
system that has a keyboard, product
functions shall be executable from a
keyboard where the function itself or the
result of performing a function can be
discerned textually.

Full Support

(b) Applications shall not disrupt or
disable activated features of other
products that are identified as accessibility
features, where those features are
developed and documented according to
industry standards. Applications also shall
not disrupt or disable activated features of
Full Support
any operating system that arc identified as
accessibility features where the
application programming interface for
those accessibility teatures has been
documented by the manufacturer of the
operating system and is available to the
product developer.

There are no
known issues
involving
disrupting other
application's
accessibil ity
features on the
Focus product.

(c) A well-defined on-screen indication of
the current focus shall be provided that
moves among interactive interface
elements as the input focus changes. The
Full Support
focus shall be programmatically exposed
so that Assistive Technology can track
focus and focus changes.
(d) Sufticient information about a user
interface element including the identity,
operation and state of the element shall be
available to Assistive Technology. When
an image represents a program element,
the information conveyed by the image
must also be available in text.

Full Support

J

(e) When bitmap images are used to
identify controls, status indicators, or
Full Support
other programmatic elements, the
meaning assigned to those images shall be

.-.
f.':

_J
C-107

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.r--n.________________________________________________________________________________.................

State of Missouri
Offender Telephone Services - RFP B2Z05010

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

rr---~-~-~------~~--~~~~==-~~~=============-====~~~=-~=-========-~==~I

1,~c=o=n=sl=·s=te=n=t=th=r~o~u=g=h=o=ut=a=l=l=ap=p=l~ic~a=tl=·o=n='s===~j!,I-====~============~lil==============~I,
,~erformance.
_
r

_

_

(I) Textual information shall be provided I
through operating system functions fix
;
displaying text. The minimum information
Full SuppoI1
I that shall be made available is text
t
Icontent, text input caret location. and text I
attributes.
I

•

F=====:========~F==========~I

(g) Applications shall not override user
!
selected contrast and color selections and i Full SUppOI1

'F

other individual djsplay attTiby_te~. _.___

I

I
I

------=======~F.=======~I

..J

(h) When animation is displayed, the
information shall be displayable in at least i O N A I
one non-animated presentation mode at
I oes ot pp y
the option of the user.
_

J

(i) Color coding shall not be used as the
only means of conveying infomlation,
indicating an action, prompting a
response. or distinguishing a visual
element.

~======:========~~============~I

1

I
i Full SUPPOI1:

F=========================~JF=======~=======~F===========~I
(j) When a product permits a user to
I
adjust color and contrast settings. a varietv[ D N A I
'
y
o t· co Ior seI
eetlons
capahe Iot' pro-d'
ucmg a.. I oes ot op
.I

range of contrast Jevels shall be

pro~ded.

(k) Software shall not use Hashing or
blinking text, objects, or other elements
having a nash or blink frequency greater
than 2 Hz and lower than 55 Hz.
(I) When electronic forms are used, the
form shall allow people using Assistive
Technology to access the information,
field elements, and functionality required
for completion and submission of the
form, including all directions and cues.

J_
I

All standard
I
operating system
co Iors an d contrasts II
are available for use.1

F===~==========~F==========~

....

•

Full SUppOI1:

I

I Full Support

J
I

Section 1194.23 Telecommunications Products - Detail
Voluntary Product Accessibility Template

C-108

I

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•

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

o

I

I

Criteria

J'

Supporting Features

Remarks and
explanations

II

~==F==r===jl
(a) Telecommunications products or
systems which provide a function allowing
voice communication and which do not
themselves provide a TTY functionality
shall provide a standard non-acoustic
connection point for TTYs. Microphones
shall be capable of being turned on and off
to allow the user to intermix speech with
TTY use.

Full Support

(b) Telecommunications products which
include voice communication functionality
shall support all commonly used crossmanufacturer non-proprietary standard
TTY signal protocols.

Full Support

Users can install
a TTY device into
a station port and
access the TRS
relay center.

!

--l

(c) Voice mail, auto-attendant, and
interactive voice response
telecommunications systems shall be
usable by TTY users with their TTYs.

Although this
functionality is
inherently
supported on the
Focus system the
institution may
elect not to enable
these features due
to security
concerns.

Full Support

I

I

(d) Voice mail, messaging, auto-attendant,
and interactive voice response
telecommunications systems that require a .
response from a user within a time interval,
shall give an alert when the time interval is
about to run out, and shall provide
sufficient time for the user to indicate more
time is required.
-

(e) Where provided, caller identification ~
and similar telecommunications functions
shall also be available for users ofTTYs,
and ~or users w_ho can!lot see displ~y~.

Although this
functionality is
inherently
supported on the
Focus system the
institution may
elect not to enable
these features due
to security
concerns.

Full Support

- .-

-

Does not apply
~~~,-~.-

--

--

-

-

...

~

-

..

Incoming
telephone calls are
not allowed.
.-

~.~--

C-109
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State of Missouri
Offender Telephone Services - RFP B2Z05070
--

-- -

.-.

-=-._=_.==- =.--,'==---=======-=-;1

I

'r===-'-~-=.-,~.,-=.--=-==-=-=.

(1) For transmitted voice signals,
telecommunications products shall provide'
a gain adjustable up to a minimum of20
dB. For incremental volume control, at
least one intermediate step of 12 dB of
gain shall be provided.

~-

Full Support

(g) If the telecommunications product
allows a user to adjust the receive volume,
a function shall be provided to
automatically reset the volume to the
default level after every use.

Does not apply

(h) Where a telecommunications product
delivers output by an audio transducer
which is normally held up to the car, a
means for eiTective magnetic wireless
coupling to hearing technologies shall be
provided.

Full Support

•

External devices
can be attached to
increase the
receive levels if
desired.

I
J

I~==========-================r==-~~===-==========~~==============~II

0) Interference to hearing technologies

I

(including hearing aids, cochlear implants,
and assistive listening devices) shall be
reduced to the lowest possible level that
allows a user of hearing technologies to
utilize the telecommunications producL_

I
I

Full Support

I

(i) Products that transmit or conduct
information or communication, shall pass
through cross-manufacturer, nonproprietary, industry-standard codes,
translation protocols, formats or other
information necessary to provide the
information or communication in a usable
formal. Technologies which use cncoding,
signal compression, format transformation,
or similar techniques shall not remove
information needed for access or shall
restore it upon delivery.

Full Support

(k)( I) Products which have mechanically
operated controls or keys shall comply
with the following: Controls and Keys
shall be tactilely discernible without
activating the controls or keys.

Does not apply

•

IF===============================~F----====·================~~================~I

Ji=

JI

1F===~=======:::::::::o:==-====-=-~----~=========:~==============~1

(k)(2) Products which have mechanically
operated controls or keys shall comply ._ _ Does not apply
with the tollowing: Controls and Keys

I
_

====~================~================~

C-110

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•

State of Missouri
Offender Telephone Services - RFP 82Z05070

o

-

..

-.,~~

shall be operable with one hand and shall
not require tight grasping, pinching,
twisting of the wrist. The force required to
activate controls and keys shall be 5 Ibs.
(22.2N) maximum.
(k)(3) Products which have mechanically
operated controls or keys shall comply
with the fOllowing: Ifkey repeat is
supported, the delay before repeat shall be
adjustable to at least 2 seconds. Key repeat
rate shall be adjustable to 2 seconds per
character.
,.
(k)(4) Products which have mechanically
operated controls or keys shall comply
with the following: The status of all
locking or toggle controls or keys shall be
visually discernible, and discernible either
through touch or sound.

o

.

I

3.6

Does not apply

•.

.

.-

._=

Does not apply

Section 1194.41 Information, Documentation, and Support - Detail

Criteria
I Supporting Features I
IIF=============================~'F=================~J

J

IFull help manual

I

(a) Product support documentation
provided to end-users shall be made
available in alternate formats upon

Remarks and
I
t'
expanalons

"FUll Support

J

av.ailable ~n standard
prmt and In

I:=r=eq:;;,u=e=s=,t,=a::;:t=n=o:;;:a=d=d=it=io::::n=a=l=ch=a=r~g=e.=====.=~I..
I
(b) End-users shall have access to a
description of the accessibility and
compatibility features of products in
j'
Full Support
alternate formats or alternate methods
upon request, at no additional charge.

electronic format. .

I

(c) Support services for products shall
accommodate the communication needs
of
-. end-users with disabilities.
. ........

•

II
J'

Full Support
.....

~I

The proposed plan for compatibility and interoperability testing with commonly
used assistive technologies, including JAWS, Window Eyes, ZoomText, MAGic,
and Dragon Naturally Speaking.

C-111
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State of Missouri
Offender Telephone Services - RFP B2Z0S070

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

o The VAC Focus 1000 operates on a Windows based platform. The

compatibility of each application with a Windows based application has been
thoroughly tested by each vendor. pes has reviewed the specifications
provided by each vendor and has determined that the VAC Focus 100 is
compatible with these applications. pes cannot guarantee that all
applications will work to the full extent desired by MODOC, but where
conflicts emerge, PCS will work with the vendor to configure the application
for optimum operability.

•

•

The proposed plan for usability testing by individuals with disabilities.

o PCS has committed to work with Capital Projects Inc. of Jefferson City to

provide instrumental services in the fulfillment of this project. Capitol Projects
Inc. will be contracted to check the offender telephone quality on all 1,600
phones that will be delivered and installed at the MODOC. This will include
the printing and installation of all dialing instructions on the telephones,
printing of user manuals and any other required printed material.

7.

In presenting the proposed Method of Perfonnance, the offeror should also:

•

Provide a description of the proposed services that will be performed and/or the
proposed products that will be provided by Missourians and/or Missouri
products.

o PCS primary focus in relation to employment and economic presence in

this RFP has been to concentrate all of its efforts within the State of
Missouri. As we are a California based corporation it is vital to transfer as
much economic revenue to local resources. With that goal in mind, PCS
has contracted with:

•

1. Huber and Associates: Huber & Associates has been a strategic
technical solutions partner for the State of Missouri for almost 20 years.
With approximately 60 full-time employees and staff they provide a
strong business presence in Jefferson City, MO.
PCS understands that during the 5-year term of this contract there will arise
a need for additional technical support and hardware purchases. PCS will
primarily focus on Huber & Associates for those resources.
2. ShawnTech Communications: PCS will be contracting with three
Missouri based technicians for technical support and maintenance.
PCS's agreement with ShawnTech Communications includes
increasing the MODOC's commitment of full-time technician from 2 to 3.
The third will reside in Jefferson City. MO.
3. Capitol Projects, Inc.: PCS has made a commitment to work with a
Jefferson City based company whose services contain vital Job Training
and related services.

C-112

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•

State of Missouri
Offender Telephone Services - RFP B2Z05070

•

Provide a description of the economic impact returned to the State of Missouri
through tax revenue obligations.

D There are 3 primary tax obligations that will provide revenue directly to the
State of Missouri.

1. PCS will be employing, either directly or indirectly (through sub
contractors), 5 full time employees dedicated to the malignance and
operations of the MODOC OTS. This includes but is not limited to:
a. 3 Full Time Technicians:
Expected Gross Income Tax Base/year

=

$220,000

b. Two full time site administrators:
Expected Gross Income Tax Base/year

=

$120,000

c.

pes is also contracting with Huber & Associates for additional
services:
Expected Gross Additional Billings/year
=
$50,000

2. Telephone Receipts from Telecommunications Taxes:
a. Gross Est. Collect Call Intrastate Revenue/year:
State Tax @ 6.15%

o

b. Gross Est. Debit Call Intrastate Revenue/year
State Tax @ 6.15%

=

= $7,000,000

=

$430,500

= $5,000,000

=

$307,500

3. PCS has estimated the purchasing and buying goods and services
within the State of Missouri to be approximately $450,OOO/year. This
estimate includes, but is not limited to wiring/cabling contracts,
telecommunications hardware, hotel/restaurant services and other
General and Administrative Services required to fulfill this contract.

•

Provide a description of the company's economic presence within the State of
Missouri (e.g., type of facilities: sales offices; sales outlets; divisions;
manufacturing; warehouse; other), including Missouri employee statistics.
PCS primary focus in relation to employment and economic presence in this RFP
has been to concentrate all of its efforts within the State of Missouri. PCS agrees
that it is vital to transfer as much economic revenue to local resources. With that
goal in mind PCS has contracted with:

o

-

1. Huber and Associates: Huber & Associates has been a strategic
technical solutions partner for the State of Missouri for almost 20 years.
With approximately 60 full time employees and staff they provide a
strong business presence in Jefferson City, MO. Huber & Associates'
headquarters is located in Jefferson City, Missouri, with a sub-office in
Springfield and remote sites in Kansas City and St. Louis.

.'"

.
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on Recycted Paper

C-113

._n....,.t.......-.

State of Missouri
Offender Telephone Services - RFP B2Z05070

PCS understands that during the 5-year term of this contract there will arise a
need for additional technical support and hardware purchases. PCS will primarily
focus on Huber & Associates for those resources.

•

2. ShawnTech Communications: PCS will be contracting with three
Missouri based technicians for technical support and maintenance.
PCS's agreement with ShawnTech Communications includes
increasing the MODOC's full time commitment of full time technician
from 2 to 3. The third will reside in Jefferson City. MO. The other two will
be located in St. Charles and Kansas City.

3. Capitol Projects. Inc.: PCS has made a commitment to
work with a Jefferson City based operation whose services
contain vital Job Training And Related Services. Their
offices are located at: 2001 E. McCarty Jefferson City, MO
65101

•

If any products and/or services offered under this RFP are being manufactured
or performed at sites outside the continental United States, the offeror MUST
disclose such fact and provide details with the proposal.
PCS has made a stringent point of purchasing all items it uses within the
United States. We make no direct purchases or hold any contract with
companies outside of the United States.
Currently the only item that is purchased in the United States, however that is
known to contain parts manufactured and/or assembled in China, are the
telephones purchased through OTC.

8.

•

Single Point of Contact: The offeror should describe how it intends to function as a single
point of contact for the agency, regardless of any subcontract agreements.

o PCS recognizes the key to a smooth installation is to serve as the single point of

contact for the customer. pes takes all the responsibility including testing and
compliance verification for all the equipment to be installed. By adopting this
philosophy, PCS does not rely on the assumptions and practices of others. We
have developed our own testing procedures and tools. We do not walk away from
an installation until everything is right.
Following system installation, pes continues to provide a single point of contact for
the customer regardless of whether our subcontractor or another service provider
is responsible for the problem. This ensures that regardless of whether the problem
is in the network, the equipment, or the software, PCS will get the problem
resolved quickly and efficiently, often before the customer is even aware there was
a problem.

C-114
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•

State of Missouri
Offender Telephone Services - RFP 92Z05070

C.2

ADDITIONAL INFORMATION
The offeror should provide any additional relevant infonnation to assist in the evaluation
of the offeror's proposed Method of Perfonnance.
Public Communications Services understands that it is vital for the MODOC and PCS to
continually work together to identify and modify our relationship in order to make the
best use of our common experiences and resources. This RFP ;s a formal document
used to ensure that the expectations and agreements described within are either meet or
exceeded. However, exceeded is what we at pes are striving to accomplish.
PCS has many mutually beneficial and enjoyable relationships with our clients. These
relationships are strongest when new advancements in technology and ideas brought
forward by either party are addressed and acted upon. With this in mind we have helped
many of our clients constantly improve their OTS services and benefits without having
these items preaddressed in the awarded RFP.
The primary reason that PCS has teamed with Huber & Associates is our common
commitment to ensure that all software available to the MODOC is utilized to its fullest
extent without adding any additional responsibilities to MODOC employees or
representatives. This will include, but not limited to:
1.

o

Guaranteeing that Debit Calling will be available to the MODOC offenders
upon system Turn-Up. We feel confident with this due to our extensive
conversations and system testing.

2.

Any additional costs associated with the programming interfaces required for the
OTS by Huber & Associates would be an exclusive expense covered by PCS.

pes. through an agreement with ShawnTech Communications has added an additional
full time technician to the State of Missouri team from ShawnTech to ensure that repairs
and scheduled maintenance is improved and enhanced.
Along with the above items, there are some additional technology items that can be
provided at No Cost to the MODOC or to offenders andlor their family and friends.

CD
.,.

.

f.': Printed on Recycled Paper

C·115

C};:f!!j;}~c.s
_ .....
__
I'InoP_Eopo_._'"_=_"_________________
O_ffender

State of Missouri
Telephone Services - RFP 82Z05070

Cell Phone Detector
Fortunately for the general
public the size of cell phones
l1li..... Phones shot into prison with bow and arrow
continuously decreases. Due
SWedIsh police charga man with planning to aid escape
to this fact the amount of cell
phone usage in correctional
Ap-facilities by offenders continues
to increase. The amount of usage is estimated to be between 10-50% of the usage on
offender telephones in the same facility. The usage varies widely based on security
levels, access to the public and many other factors. The main concern of cell phone
usage in correctional facilities is that there is no security barrier between the offenders
using a cell phone and the outside population.
Since mobile phone jamming is not permitted in
the United States, PCS has come to rely on
mobile phone detectors. PCS would provide to
each MODOC facility a portable mobile phone
detector.

•

TENNESSEA~

--

..,_NIII5I(Y

The Cellular Activity Analyzer (CAA) detects cell phone
use. This is a discreet portable device, which is in fact a
fully functioning modified Toshiba E740 PDA.
It is particularly useful in prisons to enable officers to
home in on the individual prison cell where the illicit
phone call is being made. In 2003 it is being used in an
increasing number of UK prisons.

•

PCS will work with the MODOC to ensure that the correct training and accessories are
used for the full benefit of the security of its facilities.

INTELLIMessaging - Offender Voice Mail System (CONFIDENTIAL)
PCS has just unveiled a new and completely secure voice mail product called
INTELLlMessaging. This innovative, state-of-the-art, system is fully recorded and
monitored. The system can be used exclusively for the DOC staff for offender
notification, or can be extended for use by family, friends and legal counsel.
INTELLlMessaging can be extended to all offenders or selected offenders as the DOC
determine. lNTELLlMessaging allows you to see at a glance what messages have been
left. Please note the following sample screen:

•
C-116
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-

State of Missouri
Offender Telephone Services - RFP 82Z05070

•

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saved

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6053433015
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ax

Figure C-47INTELLIMessaglng Inmate Voice Mall Message List

The screen shows the ID of the offender receiving the message, the phone number of the
person who left the message, the status, date and time. Authorized users can select a record
and click PLAY to hear the message content. Users can also search past messages.
INTELLIMessaging can be configured to meet the needs of your facility. Authorized users can
easily configure the parameters at the System Settings screen. Please note the following
sample screen:

•

Authorized users can set the number of times an
offender can log in, how many messages they can
receive, and how many seconds the message can
be. Only users with administrative privileges can
modify the system. And only those offenders who are
entered into the system can receive messages.

INTELLIMessaging allows offenders to maintain
better contact with loved ones even when they
cannot be reached by phone. Please note the
following actual message:

IdJenglh:l~.._-- ___...___ ._ _1 1

____. _. _. . ____. __. _..J

Iog~ I~

;

j

I

mallbox.JaIh: Im;WM-masse.g!!L.j
malCJogIns..P« _ _ 12

I

Is
J
i II1CIXJecoullngJength: h!_____.____.___.J
malC,.Ssaae_Count

!•. ___•••• _

l[ctQ1idIIlMBI
...___.......
__,..~
_~
._..___._____1!

"Hi, Honey. I called your lawyer and he said the hearing is Friday. I'll be home after 8
if you can call. Otherwise I'll see you around noon Sunday. I love your
The benefits of using INTELLIMessaging include:
•

Reduced facility overhead - By implementing a Voice Mail system for offenders, the
facility will receive fewer inbound calls, reducing manpower needs.

•

Increased offender calling - Offenders respond to messages, thus increasing offender
phone usage.

•

Improved contact means less stress - By using Voice Mail, offenders can have better
communication with family and legal counsel. This enables offenders to avoid the
anxiety of worrying about sick relatives or wondering about court actions.

C·117
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State of Missouri
Offender Telephone Services - RFP B2Z05070

----------------------------------------•

No additional network costs - Due to the design of the system, the State will bear no
additional network costs to supply this service.

•

Increased phone availability - Offenders will know who and when they need to call. This
reduces the number of unanswered calls that tie up the phones and leaves them open
for others to use.

•

Flexible DOC messaging - The facility can send messages to individual offenders. This
feature eliminates the need to hand deliver messages or notifications.

•

Better COP handling - Responses for Complaints on Phones (COP) can be sent
remotely via voice mail, reaching offenders faster and more efficiently.

•

Integration with the OTS - INTELLlMessaging can be integrated with the OTS and the
current JMS system that tracks offenders. This integration could be used to
automatically update the transfer of offenders, creating of accounts, deactivating
accounts upon release, etc. The result would be to eliminate all entries required by the
DOC personnel and elevate data inputting errors.

•

INTELLlMessaging is a state-of-the-art, patent-pending feature available only through PCS.
Upon further review the MODOC can see if the benefits noted above reflect any of the needs it
currently has. The number of voice mailboxes required will be agreed upon based on mutual
agreement between the MODOC and PCS.

pes Guarantees Not to Raise Rates
PCS understands how important it is to provide the lowest overall cost possible for offenders
and their families. PCS will guarantee that we will not raise the rates during any term of this
contract without the written permission of the MODOC.
As you are aware the current
provider has increased some
of their rates within the
current term of this
agreement. For example, the
awarded contract rate for
Interstate calling was a $2.45
Surcharge, plus $0.45 per
minute. As noted in the bill
received via a collect call from
an MODOC correctional
facility, the charge for a oneminute call, prior to any taxes,
was $3.20, which is 11 %
higher than the expected rate
of $2.90.

,.a

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Figure C-48 How Current Provider Increased Rates

C-118

•

l'" Printed on Recycled P~per

•

Stale of Missouri
Offender Telephone Services - RFP B2Z05070

o
&h'QCfIII:w. ~+D4."'2:11 fI.~.
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Figure C-49 How Current Provider Increased Rates 2

o

PCS will provide quarterly audits for the MODOC to ensure that all rates are exactly as those in
the agreement.

C-119
( ) Printed on Recycled Paper

Appendix C-1

PCS Offender Telephone System Video Demo

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

Page I

82Z05070

o

EXHIBITD
OTHER REQUESTED INFORMATION
D.1

PREFERENCE - ORGANIZATIONS FOR THE BLIND & SHELTERED WORKSHOPS
A five (5) bonus point preference shall be granted to proposals including products and/or services
manufactured, produced or assembled by qualified nonprofit organizations for the blind established
pursuant to 41 U.S.C. sections 46 to 48c and sheltered workshops holding a certificate of approval from
the Department of Elementary and Secondary Education pursuant to section 178.920 RSMo. Five bonus
points will be added to the total evaluation points for proposals qualifying for the preference.

[fthe offeror is an organization for the blind or sheltered workshop, then the offeror should
provide evidence of qualifications as described herein (i.e., copy of certificate or certificate
number).
[fthe offeror is utilizing an organization for the blind or sheltered workshop as a subcontractor,
then the offeror should submit a letter of intent signed by the organization for the blind or
sheltered workshop describing the products/services they will provide and indicating their
commitment to aid the contractor's performance under the prospective state contract.

o

o

PCS is pleased to be utilizing the services of Capitol Projects, Inc. as a subcontractor in and for
the State of Missouri. Capitol Projects, Inc. is located in Jefferson City and has been issued a
certificate ·as an Extended Employment Sheltered Workshop by the Missouri Department of
Elementary and Secondary Education. Please see Appendix 0-1 at the end of this section for a
copy of the certificate and a letter signed by the organization describing the work that will be
performed under the prospective state contract.

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

-----

Page 2

B2Z05070

o

0.2

AMERICANS WITH DISABILITIES ACT - EQUIPMENT MODIFICATION
In order to assist the State of Missouri in fulfilling the requirements of the Americans with
Disabilities Act (ADA), the offeror is requested to furnish the following information:
The offeror should state whether the proposed equipment can be modified for use by persons
with disabilities:
YES X NO
If yes, the offeror should describe and provide optional pricing, including installation and
maintenance (if appropriate), for any available modifications.
Optional pricing on unspecified modifications cannot be provided because the nature of the
modifications are unknown. pes can however, provide optional equipment to assist the State in
meeting these specifications. Examples of these are:
•
•
•

Sliding drawers for TOO phones
Raised pedestals to better meet ADA specifications
Handset cords adjusted to meet State requirements

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

Page 3

82Z05070

o

D.3

OFFERORS AS EMPLOYEES
Offerors who are employees of the State of Missouri, a member of the General Assembly or a
statewide elected official must comply with Sections 105.450 to 105.458 RSMo regarding
contlict of interest. If the offeror and/or any of the owners of the offeror's organization are
currently an employee of the State of Missouri, a member of the General Assembly or a
statewide elected official, please provide the following information:
Name and title of state employee, General
Assembly member or statewide elected official: _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Name of state agency where employed:
Percentage of ownership interest in offeror's
organization held by state employee, General
Assembly member or statewide elected official:

pes is not aware of any conflict of interest.

o

•

- - - -%

Page 4

B2Z05070

o

D.4
ADDENDUM TO OFFEROR'S PRE-PRINTED TERMS AND CONDITIONS
DOCUMENTS
By signing the signature block below the offeror hereby declares understanding and agreement
with the following: (l) that the language of this RFP shall govern in the event of a conflict with
hislher proposal, including any pre-printed tenns and conditions documents such as lease
agreements, software license agreements, maintenance support services agreements, professional
services agreements, etc., that are submitted as part of his/her proposal, and (2) any of the
offeror's tenns and conditions contained in the submitted pre-printed tenns and condition
documents that conflict with the RFP B2Z05070's tenns and conditions, shall have no force or
effect and are hereby considered invalid. All other tenns and provisions of the offeror's and/or
third party's pre-printed tenns and conditions documents that are not in conflict with the RFP
shall apply hereto.
SIGNATURE REQUIRED

AUTHORIZED SIGNATURE

C-d~·~

o

PRINTED NAME
Tommie Joe

DATE
September 16, 2005

TITLE
Chief Operating Officer

Page 5

B2Z05070

o

D.S

OFFEROR CONTACT INFORMATION
If different from the information provided on the front page of the RFP, the offeror should
provide all necessary contact information including the RFP Coordinator, Contract Coordinator
if awarded a contract, payment address information, etc.

RFP COORDINATOR CONTACT INFORMATION
i.e. person to be contacted/or questions and other coordination activities
regarding the offeror's proposal
NAME:

Joseph Pekarovic

JOB TITLE:

Vice President of Inmate Sales

PHONE:

310-231-1000 ext. 3015

FAX#:
EMAIL:

310-954-2119
joe.pekarovic@teampcs.com

CONTRACT COORDINATOR CONTACT INFORMATION
i.e. person to be contacted/or questions and other coordination activities
regarding an awarded contract
Tommie Joe
NAME:

o

JOB TITLE:

Chief Operating Officer

PHONE:

310-231-1000, ext. 3037

FAX#:

310-473-4714

EMAIL:

tommie.joe@teampcs.com

o

o

Appendix D-1

Item #1

Letter from Capitol Projects, Inc., a Sheltered
Workshop in the State of Missouri

Item #2

Certificate of Authority for Capitol Projects, Inc. from
the Missouri Department of Elementary and
Secondary Education

CAPITOL PROJECTS,

o

Inc.

2001 East McCarty Street Jefferson City MO 6' 101

(573) 634-3660

July 20. 2005

Mr. Damon Kenney
Public Communications Services (peS)
11859 Wilshire Boulevard
Los Angeles, CA 90025
Subject: Capltol Projects, Inc.
Dear Damon,
Capltot Projects, Inc. will contract with PCS for the following services:
•
•
•

o

pes I Huber & Associates mailings to the State of Missouri regarding
RFP NO B2Z05070
Collating and Assembly of specialized usage manuals
Future opportunities, when available

Thank you for selecting Capitol Projects, Inc. for your service provider. We are
confident you will be pleased with our service.
Sincerely,

cf?~

CraIg Nichols

Project Manager
Capitol Projects, Inc.

o

o
. THE

o

MIS SOU R. IDE' PAR. T:M E" NT' 0 F E 'L' E MEN TAR Y
AND .SEC. 0 ~' D. A R.1- E 0 U C 'A T ION t.5 .

,

.

,
to establish and operate an
Ext,ended Employment Sheltered Workshop
c;

:>

.9his certifies that Capitol Projects, Inc
has satisfied all requirements'set forth in Missouri statutes and
is hereby entitled to receive this certificate of authority.,
This certificate becomes effective November I, 2004 and expires on
October 31, 2005 unless revoked for cause prior to that date.

B2Z05070

o

Page 2

I EXHIBIT ADDED BY AMENDMENT #006 AND REVISED BY AMENDMENT #007
EXHIBIT E
MBEIWBE PARTICIPATION
E.1 Participation Commitment
If proposing MBEIWBE participation, the offeror must indicate below the percentage of qualified MBE and WBE
participation committed to in relation to the total dollar value of the contract. (Note: Products/Services provided
by MBEIWBEs must provide a commercially useful function related to the delivery of the products/services
required herein.)
If the offeror is a qualified MBE andlor WBE. the offeror must indicate the percentage of the contract value that
the offeror will provide themselves.
NOTE: In order to be a qualified MBE or WBE for purposes of this RFP, the MBEIWBE must be certified by the
State of Missouri, Office of Administration, Office of Supplier and Workforce Diversity.

NameofMBE

*Percentage
of Total
Contract
Value

1. ShawnTech Communications

10%

NameofWBE

Huber & Associates

*Percentage
of Total
Contract
Value

5%

2.

3.

3.

4.

4.

5.

5.

Total MBE:

10%

5%

Total WBE:

*NOTE: If the offeror's Percentage of Total Contract Value is based on something other than total gross
revenue (see RFP paragraph 3.14.6), offeror must specify and explain in detail the basis utilized for
computation of the total contract value. This basis must be able to be validated by the State on a monthly basis.
Specify Basis for Computation of Total Contract Value: ___""$;.:9...,,5"""0"-'0'-",O....0;:..0"""IY-'-"e;.:a::...r__________

If other than total gross revenue as referenced in Paragraph 3.14.6, offeror must provide detailed explanation
ofthe basis utilized:

(use additional sheet ifnecessary)

c~.~~
Authorized Signature oro

Date

B2Z05070

o

Page 2

EXHIBIT E (continued)
E.2 DOCUMENTATION OF MBEIWBE PARTICIPATION
If proposing MBEIWBE participation, the offeror must provide a copy of this page to each proposed
MBEIWBE. Each MBEIWBE included in this proposal must complete a copy of this exhibit separately. If the
offeror qualifies as a MBE and/or WBE, the offeror must also complete this exhibit. These completed exhibits
must be submitted with the offeror's proposal.
Indicate appropriate business c1assification(s):

_~

MBE

WBE

Name of MBEIWBE firm:_----:S~hw..:a~w~nw..T.:....:e=.:c:=::..h.:....C=o:..:..m:..:..:mi..:.lu.:..:.n..:.:.;ic::a~t~io:.!.,;n~s.L..,!!.In~c::....,_________
Address,·_ _....;:O~n.:.:e~A:....:.S=ET..:........:=C:..:=e:..:...:n~tl1.:.e!L.,;S::..:u:.:.it:=e:....1:..:0:..:2:....-____Phone #: (937) 898-4724
City/State/Zip: Vandalia, OH 45377

Fax #: (937) 898·4447

EmailAddress:________~je~s~se~.~je~m~i~so~n~~~s~ha~w~nt~e~ch~.~c~om~_________________________________________________
Describe the products/services you will be providing. (Note; Products/services provided by MBf/WBEs must provide a commercially useful
function related to the delivery of the products/services required herein.)

CD

ShawnTech's services will include, but not be limited to:
I. System Maintenance
6. Billing On-Net Collect Calls
2. System Repair
3. Installation of Hardware
4. Technical Training

Provide the percentage of MBEIWBE participation committed to in relation to the total dollar value of the
contract for the products/services you are supplying for this contract.
10

%

Provide or attach an explanation ofthe assumptions used in the development ofthe above percentage.
PCS and ShawnTech have reviewed all available services and products to be provided during the term of the
contract. ShawnTech's participation is expected to generate in excess of 10% of base billed services and
products. However, a 10% minimum commitment has been established with PCS.

Each MBEIWBE must provide their State of Missouri, Office of Supplier and Workforce Diversity (formerly
Office of Equal Opportunity) certification number below.
By signing below, the undersigned hereby affirms that the company listed above meets the definition of a MBE or WBE as defined in RSMo
37.020 and has obtained certification from the State of Missouri, Office of Administration, Office of Supplier and Workforce Development.

Name ofMBEIWBE Owne":_~L=a=n!:;;ce~F.::.an~c:;::h~e:.:.r_ _ _ _ _ _ _ _.Date:
MBEIWBE Certification Number:

M00794

9120/05

/Certification Expiration Date:..:3;.:.;/l:;,;:;1"""'/O""'7_ _ __

____________
~

Federal Employer Identification Number/Social Security Numbe::;!r.....· =~=:..:.:==~,......

Authorized Signature of Offeror:-=:::====:;;;;;~~~~~~p__------==~L::::-------------------------------------------

•

•

•

State ofMis~ouri
Office ofAdmillistration
Offlce of Equal Opportunity
Michael

"t Ketllhley

Marvin R. LDsoIt
Dkector

Commlssiol1U o/AdminiSll'arioll

This is to cenify SIJln"'JT~cl, CommuniCtltio".6. Inc. qualifies as a .Mlilority-Owlled B Ils/lless Elllerprise thatlrtlJ met the
eligibility criteriQ established by the· SlaJe ofMlSSOJIri. Office ofAdminisfratioll.

CertifICation Nvnlber M007'"

Dor. ofluu, 40510.5

Dole ofExpiration JI1Jjg[

Page 2

B2Z05070

o

EXHffilT E (continued)

E.2 DOCUMENTATION OF MBEIWBE PARTICIPATION
If proposing MBEIWBE participation, the offeror must provide a copy of this page to each proposed
MBEIWBE. Each MBElWBE included in this proposal must complete a copy of this exhibit separately. If the
offeror qualifies as a MBE and/or WBE, the offeror must also complete this exhibit. These completed exhibits
must be !tubmitted with the offeror'S proposal.
Indicate appropriate business classification(s): ___ MBE

_~

WBE

Name of MBEIWBE firm:_---=H...:.u:.:b::.,:e::..:.r...,:&:...!..A:,:s;:;so::;.;c::..:.ia::;t:.;:e:.::;s_ _ _ _ _ _ _ _ _ _ __
Address:_ _-"1:....:4~0~0-=E::.:d:.:::ag.:.:.ew=oo:::..:d==-=D.:.:.riv.:..:e~_ _ _ _ _ _ _ __'Ph one #: (573) 634-5000

City/State/Zip: Jefferson City, MO 65109

Fax #: 573-634-5500

Email Addre!i.\·:__--...;e~h:..!.:u:::.!b::.::e:::!r..lol:@~t~e:.!::a~m~h.!!u~b::.:::e:..:.r.:..:::.c:.!::o:!.!m~_______________
Describe the productl'/serl'ices you will be providing. (Note: Product>/services provided by MBF/WBEs must provide a commercially usefUl
function related to tI,e delivery of the product>/services required Irerrin.)

o

1. Call Processor Hardware
2. Site Administration
3. System diagnostics and Support
4. System Training
5. System Housing

6. Billing Debit Calling Services

Provide the percentage of MBEIWBE participation committed to in relation to the total dollar value of the
contract for the products/services you are supplying for this contract.

5

%

Provide or attach an explanation ofthe assumptions used in the development of the above percentage.
Huber and Associate will be providing services that include but are not limited to PIN administration, hardware
purchases, client training, and report generation. Based on the RFP review, base products and services are
estimated to generate in excess of the 5% minimum commitment required in this RFP.

Each MBEIWBE must provide their State of Missouri, Office of Supplier and Workforce Diversity (formerly
Office of Equal Opportunity) certification number below.
By sigllillg below, the undersigned Irereby affirms that tI/e_company listed above rru>ets the defillitioll of a MBE or WBE as defilled ill RSMo
37.020 and has obtained certification from the State of Missouri, Office of Administration, Office of Supplier and Workforce Development.

Name of MBEIWBE Owner:

Elizabeth Huber

MBEIWBE Certification Number: _...I/.W...!:.-O;::;:';...;O;::;...:.7..:./....5.1....-___-:ICertijication Expiration Date:

G

0

U/07

Federal Employer Identification Number/Social Security Numb
MBEIWBE Owner/Authorized Representative Signatu
Authorized Signature ofOffetor~s;;;~~~~~_='f~~~~::::::::==----------------

-.

-

--

.

j
l

•r
I

State ofMissouri
Office ofAdministration
Olflce of Eqllal Oppo;tunity
Midllft!: N.

K~ajlI/I!Y

MtIf1ti" R.

ComlfJiJJioner oj Admll;/JIf"(lllon

EtlJD1r

[Jir«tor

This is 10 certify Hllber & Associates, Illc. qflalifl~s 01 u Woman-Owned Businus Enterprise (hoi '.os met Ih~ ~/;8Ibtl;1)'
crUtr;a 'Jf"bli.,hecl by the State 0/ Miuourl, OffICe 0/Adm;"istrQf;on.

;:tn-.

~

Mann" R. Duon. DI,.«/O', Q(ftc. qfEqrrtJI OppOTlrml/)'

Cerlljicatfoll Number WQOZl j Date of ISSlit 616101 Datt ofEx"p"ation 611107

,

Ur1-UC.U

-

..

...

..
-',

,'-,,..
~

.

.',

.... )::~~~/~ ..

......

,',

State of Missouri
OFFICE OF ADMINISTRATION
Michael N. Keeth.ley
~

Post Office Box 809
.lefferson City
65102
(573) 751--8130 .

Fax: (573) 522·8078
http://YMw.oa.mo.govloeOl

Marvin R.. Eason
Dil'eGtor

OfrlOl! d

Equ~ Oppcrtunity

Juoc7.2005

Huber & Associates. Inc.
Elizabeth Huber
1400 Edgewood
Jefferson City MO 6S I 09

OAlOEO CERTmCATION 1# W0071S
EFFECTIVE DATE: 616105
EXPlRAnON DATE: 611107

Dear Certified Vendor.

The Offace of Equal Opportunity (0£0) is pleased to notify you that your fum bas met the requirements for
GCrtification as a bona fide Women-owned Business EnIerprise CWBE) based on the necessary infonnation
submitted to determine eligibility. in accordance with Executive Order ~8.21.

I
!
i

1

This cenification is vaJid until the c:x.piration date above. Recertificatjon forms will be sent at least 30 days prior
to the expiration date of yOW" ctrtifiation. It is your responsibility to ensure that your certification is updated.

1

Work eonducted by your firm in the delivery of commodities and/or services for the state will count toward the
WBE participation goals if your finn: performs a commerciaJJy usefUl funetion; is responsible for a distinct
element of me work of a conuact~ and carries out responsibilities ~by actually perfonnmg. managing and/or.
supervising the work.
.

1

If there is any change in the ownership or conD"ol of your firm. you m~ notifY this office immediately. Failure to
report any of these changes to this offICe or violation of the ruleS of the Office of Conlraet ComplianceCertification Program may result in the revocation o(your certification.:
Your fLrm's name \WJ appear in our WBE Certified Directory that c.aIi be accessed on the lntemd at home page
address: www.oa.mo.govloeolcp.btml. Please direct all written inquiries to the Office of Contract ComplianceC~rtification Program at the address listed above, Or call (877) 2S9-296~ or (573) 526-1467.

m

Sincerely.

~

Marvin R. Eason
Director

;t?f--

I

I
!
\

,!

Inmate Telephone Services
Correctional Facility
Client References

This material is confidential and may not be disclosed to a third party, in whole or in part, without
the _press written consent of PubUc Communications Services, Inc. (PCS).

1

o

Table of Contents

Bureau of Immigration and Customs Enforcement ..... . . . . . . . . . . . . . . . 2
State Inmate Correctional Facilities ................................ 3
County Inmate Correctional Facilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

e

Contraded Correctional Facilities ................................. 7
Federal Bureau of Prisons (Previous Accounts) .... , ................. 9

_i

•

,

,

•
':

, I

Z.ne..

2

0
Bureau of Immigration and Customs Enforcement
(Formerly Immigration & Naturalization Services)
US Department of Justice
801 "I" Street NW, Suite 900
washington, DC 20536
Robert G. Rillamas- Detention & Deportation Officer
(202) 353-7216

.,

ELPASOSPC
8915 Montana St.
EI Paso, TX 79925
800 Detainees

DENVERWCC
11901 E. 30th Ave.
Aurora, CO 80010
340 Detainees

KROME NORTH SPC
4250 Federal Dr.
Miami, FL 33194
700 Detainees

SAN PEDRO SPC
2001 seaside Ave.
Terminal Island
San Pedro, CA 90731
500 Detainees

PORT ISABEL SPC
Buena Vista Rd. Route 3, Box 341
Los Fresnos, TX 78568
700 Detainees
VARICK STREET SPC
201 varick St.
New YOf1t, NY 10014
250 Detainees
lAREDOCCA
4702 E. Saunders
laredo, TX 78041
350 Detainees
EUZABETH (CCA)
625 Evan St.
Elizabeth, NJ 07201
300 Detainees
FLORENCE SPC
3250 North Pinal Pkwy Ave
Florence, AZ 85232
500 Detainees

•

lOS ANGELES
300 N. LOI Angeles St., Room &18
los Angeles, CA 90012
500 Detainees

(Zpq

EL CENTRO SPC
1115 N.lmperiaiAve.
EI Centro, CA 92243
500 Detainees
BUFFALOFDC
4250 Federal Dr.
Batavta, NY 14020
450 Detainees
SEATTLECSC
815 Airport way South
Seattle, WA 98134
150 Detainees
QUEENSWCC
(Wackenhut)
182·22 150th Avenue
Jamaica Queens,
NY 11413
200 Detainees
SAN DIEGO CCA
446 Alta Road, Suite 5400
San Diego, CA 92158
1,000 Detainees

Referenc..

3

o

State Inmate Facility

•

.......

.:.;: !J

'_T

",~

State of New Hampshire
DIvision of Plan and
Property Management
state House Annex
Concord, NH 03301
Dennis LeClerc
(603) 271·2888

Station Prtson
281 North State Street
Concord, NH 03301·3260
1,530 Inmates

New Hampshire
Lakes Region Facility
1 Right Way Path
LaCOnia, NH 03246-1400
408 Inmates

New Hampshire
Shea Farm
Iron Works Road
Concord, NH 03301·2206
14 Inmates

New Hampshire
Youth Development Services
1056 North River Road
Manchester, NH 03104-1998
114 Inmates

New Hampshire
Youth Development Services
4S Fruit Street
Concord, NH 03301·2410
20 Inmates

Northern New Hampshire
Correctional Facility
192 East MUan Road
Berlin, NH 03570
1,000 Inmates

New Hampshire

o

New Hampshire
State Prtson For Women
317 Mast Road
Goffstown, NH 03045-2420
112 Inmates

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

4

o

State Inmate Facility
State of Vermont
Department of Corredions
10 Baldwin street
Montpelier, VT 05633
Hale Irwin
(802) 828-3760

o

Vermont Caledonia
1266 U.S. Rt. 5
st. Johnsbury, VT 05819
100 Inmates

Vermont Northern
2559 Glenn Rd.
Newport, VT 05855
362 Inmates

Vermont Chittendon
7 Farrelt
So. Burlington, VT 05403
197 Inmates

Vermont Northwest (St. Albans)
RFD #1, Box 279--1
SWanton, VT 05488
243 Inmates

Vermont Dale Fadlity
103 S. Main St.
waterbury, VT 05675
48 Inmates

Vermont Southeast
546 State Farm Rd.
Windsor, VT 05089
243 Inmates

Vermont Marble valley
167 state St.
Rutland, VT 05701
138 Inmates

Vermont Woodstock
62 Pleasant st.
Woodstock, VT 05091
78 Inmates

Vermont Northeast
1270 U.S. Rt 5
St. Johnsbury, VT 05819
150 Inmates

5

o

State Inmate Facility

•

Iowa Communications Network
w-4 Railroad Avenue. Camp Dodge. P.O. Box#587
Johnston.IA 50131·0587
Department of CorrecUons
Fred scaletta
(515) 242·5707

Clarinda Corrediona,l Facility (CCF)
2000 N. 16th Street
Clarinda. Iowa 51632
mlnmates

Iowa Medical and Classification Center
(IMCC)
Highway 965
Oakdale. Iowa 52319
743 Inmates

Iowa State Penitentiary (ISP)
31 AvenueG
Fort Madison,lowa 52627
898 Inmates

•

Iowa Newton MinImum Corr Faclrtiy
307 s. 60th Avenue W.
Newton. IA 50208
246 Inmates

Anamosa
406 North High St.• PO Box 10
Anamosa, Iowa 5220~OO10
913 Inmates

Fort Dodge Correctional Facility
1550 l Street
Fort Dodge. Iowa 50501
847 Inmates
Iowa COrrectional Institute for \Nomen (ICIW)
300 Elm Avenue, SW
Mltchenville, Iowa 50169
428 Inmates
North Central Correctional Facility (NCCF)
313 Lanedale
RockweD City. Iowa 50579
384lnmatel

Mount Pleasant Treatment Complex (MPTC)
1200 East washington
Mount Pleasant, Iowa 52641
985 Inmates
Iowa STARe Armory Server
6100 N.W. 78th st.
Johnston,lA 50131-0587

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

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

Iowa Newton Medium Corr Faclltiy
307 s. 60th Avenue W.
Newton, IA 50208
971 Inmates

6

o

County Inmate Facilities

•~.'
"

Douglas County Sheriff's Dept.
710 South 17th Street
Omaha. NE68102
Roland Hamann
(402) 599-2267
1000 Inmates

Ventura County Sheriffs Cept.
800 SOuth Vldorla Avenue
Ventura, CA 93009
Commander Geoff Cean
(805) 494-8261
2,500 Inmates

'-=liiiilt

San Francisco Sherift"s Cept.
425 7th Street
San Francisco. CA 94103
Chief Cep. Michael La Vigne
(415) 575-4387
2,200 Inmates

Reeves County Detention Center
P.O. Box 910
Pecos, TX 79772
David Flores
(432) 445-2926
2,000 Inmates

Kern County Sheriff's Dept.
17635 Industrial Farm Road
Bakersfield, CA 93308
Lt. Vetrice Mitchel
(661) 391·7853
2,300 Inmates

Mendocino County Jail
951 Low Gap Rd
Ukiah, CA 95482
Hugo Boecloc:
(707) 463-4565
300 Inmates

Butte County Sheriff's Dept.
33 County Center Drive
OrovlUe, CA 95965
Lt. Ken scott
(530) 538-7472
700 Inmates

Blue Ridge Regional Jail
Authority
510 Ninth Street
Lynchburg, VA 24504
Christopher Webb
(434) 847·3100
850 Inmates

Sonoma County Sherifrl Dept.
2777 ventura Avenue
santa Rosa, CA 95403
Dennis Jacques
(707)565-2881
1,200 Inmates

..

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I

.. I

Glenn County Sheriff's Cept.
543 West Oak street
Willows. CA 95988
Seamus McDougal
(530)934-8309
120 Inmates

·
e
~

•

""

BernallUo County Sheriff's Dept.
6840 2nd St.
Albuquerque, NM 87107
Dinah Esquivel
(505)768-4007
2200 Inmates
Hanover County
Pamunkey Regional Jail
7240 Courtland Farm Road
Hanover, VA 23069
Ron Beer
(804) 537·6400
450 Inmates

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

7

o

Contracted Correctional Facilities
Cornell Corrections Corporation
1700 West Loop South, Suite 1500
Houston, TX 77027
John Murphy
(713) 235-9324

o

o

Cornell 4115
4115 West Century Blvd.
Inglewood, CA
47 Inmates

Cornell Indiana
123 Indiana street
San Francisco, CA
50 Inmates

Cornell Baker
10 Lakeview Road
Baker,CA
400 Inmates

Cornell Inglewood
1237 Flower Street
Inglewood, CA 90301
47 Inmates

CorneD Big Spring Airpark
610 Main Street
Big Springs, TX 79720
524 Inmates

Cornell Live Oak (Leo Chesney)
2800 Apricot Street
UveOak, CA
200 Inmates

Cornell Big Spring, Cedar Hill
3711 Wright Avenue
Big Spring, TX 79720
a811nmates

Cornell Marvin Gardens
9411 South Centra! Avenue
Los Angeles, CA
40 Inmates

Cornen Big Spring, Flightline
610 Main Street
Big Spring, TX 79720
758 Inmates

Cornell Oakland
205 MacArthur Blvd.
Oakland, CA 94610
62 Inmates

Cornell Big Spring, Interstate
1801 West Interstate Hwy.
Big Spring, TX 79720
386 Inmates

CorneD Reid Center
10950 Beaumont Hwy.
Houston. TX 77078
200 Inmates

Cornell EI Monte
11750 Ramona Blvd. Wing
EI Monte, CA
53 Inmates

Cornell Salt Lake City
1585 West 2100 South
Salt Lake City, UT 84119
100 Inmates

Comell Great Plains
700 Sugar Creek Road
Hinton, OK 73407
800 Inmates

Cornell Taylor
111 Taylor Street, 4th Floor
San FrancisCO, CA
43 Inmates

Cornell Houston
1819 Commerce Street
Houston, TX 77002
200 Inmates

Refer.nc"

8

o
Contracted Correctional Facilities

GEOGroup
(Formerty Wackenhut Corrections Corp.)
7121 Fairway Drive, Suite 301
Palm Beach Gardens, FL 33418
seamus O'CeaJlaigh
(561) 893-0101
3 FacllHies
GEO Group Santa Rosa Guadalupe
HCR69, Box 1047
Santa Rosa, NM 88435
600 Inmates

o

o

GEO Group San Diego
220 West "C- Street
San Diego, CA
1,000 Inmates

9

o

Federal Bureau of Prisons
(Previous Accounts)

MCCNEWYORK
150 Part Row
New Yortt, NY 10007-1779
1,000 Inmates

FCILATUNA
PO Box 1000, Texal Hwy 20
Anthony, TX 88021
2,000 Inmates

MCCCHICAGO

Chicago, 1l6060S
1,000 Inmates

FPC BORON
P.O. BoxSOO
Boron, CA 93156
500 Inmates

MCC SAN DIEGO
808 Union Street
San Diego, CA. 92101-6078
1,000 Inmates

FCI SCHUYLKILL
P.O. Box 700
Minersville, PA 17954
500 Inmates

MOC LOSANGELES
535 Alameda Street
Los Angeles, CA 90012
1,000 Inmates

FCI ENGLEwoOD
9595 west Quincy Avenue
Littleton, CO 80123
500 Inmates

MOC BROOKLYN
100 29th Street
Brooklyn, New York
1,500 Inmates

FCI TERMINAL ISLAND
1299 Seaside Avenue
Terminal Island, CA 90731-0207

71

•

west van Buren Street

FCIFAIRTON
P.O. Box 280
Htghway698
Fairton, NJ 08640
1,000 Inmates

FPCELRENO
Highway 66 West
EI Reno, OK 73036
3,000 Inmates

•

1,500 Inmates

o

•

•

C~PCS
~...... ~-

State of Missouri
Offender Telephone Services - RFP B2Z05070

CD

.-lIooow'~.

PCS REFERENCES - MAJOR PROJECTS
1. BUREAU OF IMMIGRATION AND CUSTOMS ENFORCEMENT (ICE)
Address:
U.S. Dept. of Homeland Security
801 "I" Street NW, Room 900
Washington DC, 20536

Contact Person:
Robert G. Rillamas
Telephone:
(202) 353-7216
Best time for Contact: 9.am. to 3:00 p.m., M-F (EST)

o

Project Description: PCS is a true pioneer of providing correctional facilities with
hybrid collect and debit calling services. Since 1988 PCS has been providing
services to the ICE. The first debit system
in the nation was developed by PCS and
.....;..~..
is still operating for the Bureau of
'p ",=., ..
Immigration and Customs Enforcement
(ICE) formerly known as the INS.
In response to specific demands from the
United States Attorney General, Congress
and the Department of State, PCS was
commissioned to develop, install and
oversee the first domestic and
international "Pro Bono" service linking the
approximately 480 local and state facilities
contracting with the ICE for detainee
housing. This "Pro Bono" system is
designed to address both domestic and
international legal and consulate phone
calls while also meeting the nation's
increased demands under the Office of
Homeland Security.

:..

..........

-

PCS was commissioned to
develop, install and oversee
the first domestic and
international "Pro Bono"
service linking the
approximately 480 local and
state facilities contracting
with the ICE for detainee
housing.

PCS developed the first "debit" system in
the nation to meet the international calling
needs of the ICE for 16 major detention centers across the nation and approximately
10,000 detainees system-wide. It was from this development and innovations that
PCS also subsequently designed and implemented the first hybrid calling system
with collect, pre-paid collect and debit to interface with the various facilities'
commissary systems.

., Pronted on Recycled Paper
t..:
-

1

State of Missouri
•__ ~~~~~.__________________________OB~e_n_d_e_rT_e_l~ep~h_o_n_e_S_e_N_i_ce_s_-__R_FP__B_lZ_O_S_O_7_0
Installed Cutover Date: 1988 - Current
2. NEW YORK CITY DEPARTMENT OF CORRECTIONS

•

Address:
50 Hudson Street, 7th Floor
New York, NY 10013
Contact Person: Kael Goodman, Chief Information Officer
Telephone:212-256-1895
Best time for Contact: 9.am. to 3:00 p.m., M-F (EST)
Project Description: PCS is currently responsible
for providing inmate collect call operator service
and a single point of contact as well as technical
consulting for overall account management for
the 13 Riker's Island facilities with over 18,000
inmates.
The programs currently operating at the NYC
DQC are very similar to those of the MODOC
because it incorporates the city's Jail
Management System directly with the OTS. Thus
when an offender is booked, a PIN is
automatically created allowing them to
immediately make collect calls and purchase
debit time. This system currently books and
processes over 200 individuals daily.

PCS is currently responsible
for providing inmate collect
call operator service and a
single point of contact as well
as technical consulting for
overall account management
for the 13 Riker's Island
facilities with over 18,000
inmates. The programs
currently operating at the
NYC DOC are very similar to
those of the MODOC because
it incorporates the city's Jail
Management System directly
with the OTS.

•

Installed Cutover Date: 1995 - Current

•
2
..:) Printed on Recycled Paper

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

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

3. STATE OF VERMONT
Address:
Vermont Department of Corrections
P.O. Box 257, 4 Vermont Route 113
Chelsea, VT 05038-0257

Contact Person:
Sharon Welch, Regional Business Manager
Telephone:
(802) 685-3386 or email swelch@doc.state.vt.us
Best time for Contact: 9a.m. to 3:00 p.m., M-F (EST)
Project Description: PCS is under contract with the State of Vermont DOC to provide
a turnkey system that allows inmates to make both Collect and Debit Calls. The OTS
is integrated with their canteen service so that inmates can seamlessly purchase
debit telephone time and automatically have
PCS is under contract with
these funds available for usage. The savings
the State of Vermont DOC to
to offenders has been dramatic.

o

provide a turnkey system that
allows inmates to make both
Collect and Debit Calls. The
OTS is integrated with their
canteen service so that
inmates can seamlessly
purchase debit telephone
time and automatically have
these funds available for
usage.

The DOC consists of nine facilities housing
approximately 2,200 inmates and is serviced
by approximately 98 telephones. The project
configuration consists of a CATS inmate call
processor at each site. All the systems are
connected into PCS' Wide Area Network
(WAN) for the DOC.
Correctional and Security Staff, through their
workstations have access to all call records
and recordings statewide, and can access it
as if all information was stored at their local site. The WAN is comprised of high
speed Frame Relay Circuits that replicate all inmate information in real time. PCS
provided the State with a gradual cut over that took less than 1 week and each site
was cut over individually at night so that the inmate population experienced no
downtime.
Installed Cutover Date: June 10, 1998 - Current

t..=
.~

3
-

Printed on Recycled Paper

ClffJPCS

State of Missouri
.... ~~_.________________________~Off~e~n~de~r_T~e~le~p~h~o~n~e~S~e~N~ic~e~s_-~R~F~P__
B~~O~5~O~70

4. STATE OF IOWA
Address:
Department of Corrections
W-4 Railroad Avenue, Camp Dodge, P.O. Box #587
Johnston, IA 50131-0587

Primary Contact
Fred Scaletta, Executive Officer
Iowa Department of Corrections
523 E. 12th Street
Des Moines, IA 50319
Cell Phone:
515-360-9300
Business: 515-242-5707
Alternate Contact Person:
Brian Clayton, Purchasing Agent
Telephone:
515-725-4616

•

PCS is proud to disclose that
the entire cutover required
less than 20 minutes of down
time for the entire statewide
system, an implementation
that was highly appreciated
by the DOC. The PCS ors
system is fully integrated with
both the states offender
banking system and the
states commissary services.

Best time for Contact: 8 a.m. to 3:00 p.m., M-F (CST)
Project Description: PCS is under contract with the State of Iowa ICN (Iowa
Communications Network) to provide and maintain a centrally located inmate calling
system for the Iowa DOC. There are nine correctional facilities housing
approximately 9,000 inmates and are serviced by 481 inmate telephone stations.
The inmate telephones are connected to the STARC Armory through T-1
connections and the workstations are connected through high-speed Frame Relay
connections. PCS is proud to disclose that the entire cutover required less than 20
minutes of down time for the entire statewide system, an implementation that was
highly appreciated by the DOC.

•

This project was unique because it is the first State Department of Corrections that
required that all offender telephone calls be made through a Prepaid Calling system.
The PCS OTS system is fully integrated with both the states offender banking
system and the states commissary services. This process required skillful
coordination between the State of Iowa ICN Division, the JMS provider and PCS.
The same diligence and experience will be brought in to insure that the Missouri
DOC offenders have the same prepaid calling services along with their traditional
collect calling services.
Installed Cutover Date: 2000 - Current

•
4

r:!:

Printed on Recycled Paper

State of Missouri
Offender Telephone Services - RFP B2Z05070

o

5. DOUGLAS COUNTY, NEBRASKA
Address:
710 South 17th Street
Omaha, NE 68102

Contact Person:
Roland Hamann, Administrator
Telephone:
(402) 599-2267

Best time for Contact: 9 a.m. to 3:00 p.m., M-F (CST)
Project Description: pes provides this customer with a full turnkey program including
all services using the pes sourced call processor. PCS was awarded the contract by
Douglas County, Nebraska, to provide 88 inmate phones for a facility that services
over 10,000 inmates a year at four separate facilities operating under the PCS
platform with web-based interface.
These facilities are also using full-channel
recording/monitoring, collect and debit calling
options along with full maintenance and service
support. This project was unique because it
transitioned a collect and card base debit system
that was manually operated to a fully automated
system that allows offenders to purchase
telephone time on a reai time basis.

This project was unique
because it transitioned a
collect and card base debit
system that was manually
operated to a fully automated
system that aJlows offenders
to purchase telephone time
on a real time basis.

Installed Cutover Date: 2002 - Current

5
; . } Printed on Recycled Paper

State of Missouri
Offender Telephone Services - RFP B2Z05070

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

•

6. STATE OF NEW HAMPSHIRE
Address:
Division of Plan and Property Management
State House Annex
Concord, NH 03301
Contact Person: Dennis LeClerc
dlecler@admin.state.nh.us
Telephone:
(603) 271-2888

Best time for Contact: 9 a.m. to 3:00 p.m .., M-F (EST)

Project Description:
PCS is under contract with the State of New
Hampshire to provide both inmate
telephones for the DOC and public telephones
for their administrative locations.
The State DOC houses over 2,500 inmates
serviced by approximately 194 phones through
the PCS Sourced OTS call processor.

PCS is under contract with
the State of New Hampshire
to provide both inmate
telephones for the DOC and
public telephones for their
administrative locations.

PCS provided the State with a gradual cutover that took less than 2 weeks, and
each site was cutover individually at night so that no down time was experienced
by the inmate population.

•

Installed Cutover Date: 1999 - Current

6

•
i.!:

Printed on Recycled Pa!'er

STATE OF IOVVA

o

THOMAS J. VILSACK, GOVERNOR
SALLY J. PEDERSON, LT. GOVERNOR

DEPARTMENT OF CORRECTIONS
GARY D. MAYNARD, DIRECTOR

Iowa Results Website (www.resultsiowa.org)

Website (www.doc.state.ia.us)

August 10, 2005
To Whom It May Concern
This letter is to confirm that Public Communications Services has been our inmate
telephone provider since April 2001 and has provided excellent service to our facilities
and the Department of Corrections.
The inmate telephone system was a particularly challenging undertaking as we
converted from a traditional "collect only" service to a fully integrated "debit only"
system. This required the full interface of our Human Resources Department,
commissary, banking and the Department of Corrections data basis.

o

An additional complication was our desire to have debit services to the families of
inmates across the State of Iowa with remote access allowing each family to manage
their own account.
Finally, we asked PCS to rate and tariff the entire system in the name of the Department
of Corrections so that we in the DOC could be fully responsible for and responsive to
public, legislative and policy needs.
In each of these cases PCS accomplished each task with timeliness and
professionalism creating a system that has operated without hesitation or failure in all
aspects since installation.
In the event you should desire any additional information please do not hesitate to
contact me at the number or e-mail address listed below.
Res pectfu Ily,

Fred Scaletta, Executive Officer
Iowa Department of Corrections

•

(515) 242-5707
www.fred.scaletta@doc.state.ia.us
The mission of the Iowa Department of Corrections is to:
Protect the Public, the Employees, and the Offenders
(Office) 515-242-5702 .420 Watson Powell Jr. Way. Des MOines, Iowa 50309 . (FAX) 515-281-7345

PAGE

•

STATE OF VERMONT
AGENCY OF HUMAN SERVICES
DEPARTM.ENT OF' CORRECTIONS
:$

:

Sba,.on \VeJch. Business _Manager
P.O. Box 25714 V1' Route 113
Chelsea, VT 05038
Phone: 802-685~3386 Fax: 802-685-3237
September 2, 2005

To Whom It May Concern:
The Vermont Department of Corrections has contracted with Public Communication Services to
provide inmate telephone services since December t, 1999. PCS has exceptional knowledge of
the Correctional industry- Combined with their expertise in communication they have and
continue to provide the State of Vermont excellent inmate telephone services.
Initially, under our original contract, pes provided the State ofVeIIDont a turnkey system
allowing irunates to make collect calls. A notable characteristic ofPCS is their "above and
beyond" approach to customer service. This was demonstrated when the previous telephone
provider (who was not awarded the new contract) left with all their equipment, leaving the
Department wjth no ability to access recordings. Although pes did not use the outdated
equipment the previous contractor used. they provided the Department the equipment needed to
access the material~at no charge. pes's teclmology is all digital and automated. Needless to
say, we are pleased with their customer service and technology.

•

During the 2001 legislative session, our State Legislature required our Depanment to ofter debit
in addition to collect. Because this change would drastically alter the specifications and intent of
our current contract, we were required to re-bid the contract. Again, pes successfhlly competed
and was awarded the contract in June 2002. pes was able to implement and provide all services
legislatively mandated-seamlessly.
One of the greatest benefits pes provides the Department is an on-site administrator, who

among other duties: responds to inmate complaints; trains our staff; makes digital copies of
recordings when subpoenaed by the court; enters PANs in the system; activates accounts; and
more. This administrator is provided at no cost to the State.
Should you require additional infbnnation about our experience with PCS, please do not hesitate
to contact me, direct line: 802-685-3386 or emaiL swelch@doc.state.vt.us.

• c4;;[;/J 1Ii/JM

.,

-

ii.

Sharon Welch
Business Manager

~31

-

o

SOPHIA
Systems Operations and Proprietary Handling of Information and Accountability

........

•

__ .

Your Guide to ...

• Online Inmate Phone Management
• Managing Your Account At-A-Glance
• Viewing Commission Reports
• Submitting Service Requests

Version 1.2.2
JUNE 2003

This material is copyrighted material. This material is confidential and may not be disclosed to a third
party, in whole or in part. without the express written consent of Public Communications Services
(PCS). This material is further protected under federal and international copyright laws as an
unpublished work and unauthorized reproduction or modification is prohibited .

•

1

Table of Contents
Overview .................................................... 2
Log On ...................................................... 3
Main Menu ................................................... 3
Your Account - Menu Option ..................................... 4
Your Account - Phone Details Option .............................. 5
Trouble Tickets ............................................... 5
Search ...................................................... 6
Advanced Search .............................................. 7
Revenue Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 7
Commission Check History ...................................... 8
User Log Ons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 9
Contact Us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 10
Help ....................................................... 11

Systems Operations and Proprietary Handling of Information and Accountability

-

2

Overview

Public Communication Services (PCS) is unique in its ability to provide the Systems Operations
and Proprietary Handling of Information and Accountability (SOPHIA) software application, an
Internet·based GUI that allows customers to view their account, submit trouble tickets, and
request reports from their own workstations.
Account Management - password-protected for your protection and use. View commission
reports, access payphones by correctional facility and requests changes to your accounts.
System Administration - provide passwords with different user preferences to your account.
In-depth and Accurate Reports - review record summary information, commissions, and
phones associated with each facility.
24x7 Online Support - view your information 24x7x365! You can also initiate service
requests and create queries conveniently from any location.
Ease-of-Use - easily browse through each area to locate and review specific phone and
account details.

Systems Operations and Proprietary Handling of Information and Accountability

-

3

o

LogOn

You can access SOPHIA at
• 'i''I'i',• • ''ffiM@iffl
www.sophia.pcstelcom.com. Enter
your assigned user name and
password.

e-:-"

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Main Menu

o

The main menu allows you to
select options that access a variety
of account information. SOPHIA
knows what kind of accounts you
can access by your logon ID. Only
the options that apply to your
account type are displayed

nI.'..... 'IlInIuvIo

SOPIM it , .... _ ................ m........
fIllll C• .

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...... ""_"'00.... ond"-_,,,

II ...... ..,tHlII......... 1ftd C.ClIWTIi'......... .
• .i.c:n•• _ hiltory rI ,_ c.nmittiOn elwd,

Systems Operations and Proprietary Handling of Information and Accountability

SOPHIA

-

4

o

Your Account - Menu Option

The "Your Account" option allows you to see the details of your accounts, locations, and phones .

•

o
Systems Operations and Proprietary Handling of Information and Accountability . .

-

5

•

Your Account - Phone Details Option

The Phone Details screen provides
payphone specific information,
including activity status, long
distance provider, payphone vendor,
and activity dates.

Trouble Tickets

1J!i:i!i~~~~iiii.iiiiiiiiiiiiiiiiiiiiiii!iiiiiiiiiBmi:iil

'1iiiii~~~~i~ii~~~~~j~ml
~!

You can always see how eq uipment
problems are progressing. From the
details page, click on the "View
Slips" button to view reports of all
trouble slips generated for your
accounts, locations and phones
through SOPHIA.

i__:.~~~.~c~~~

ABC [Drp...Cht•

........ 1....,
L~I& ....

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o
Systems Operations and Proprietary Handling of Information and Accountability

-

6

•

Click on a slip number to see the
details for that slip.

Search

•

The search feature allows you to
search for specific accounts,
locations or phones.

For a quick search, select what you
want to find from the "Search field.
Enter the first few letters of the
name, and click "go."
n

o
Systems Operations and Proprietary Handling of Information and Accountability

7

•

Advanced Search

The advanced search feature
allows you to use a vast array of
search criteria that enable you to
perform sophisticated queries.

For example, you could search for
all phones belonging to a certain
account that are located in
California and have an "inactive"
status.

--r -

I

[

•

Revenue Reports

The Inmate Services options allow
you to generate revenue reports.
These reports show the income
from phone revenue and the
commissions generated from them.
You can also generate a report of
all commission checks issued by

pes.

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Systems Operations and Proprietary Handling of Information and Accountability

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8

•

If:!!il~~~~~-=-iiiii!iii[iiiiiiiiiiiiiiiiiiiiiiiiiiii~~~ The revenue reports provide

detailed breakdowns of phone
revenue. You can print a report for
an individual phone, as well as for
all phones associated with a
location, account, or customer.

Commission Check History

o

The commission checks screen
shows a report of all checks that
pes has issued for your
payphones. Select a specific month
and SOPHIA will display the
revenue summary for that month.
at.dI....

.....

.6LIULI1.JJXll Ulil/JCFm01
~ 0lIIl'flOO1

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o
Systems Operations and Proprietary Handling of Information and Accountability

.,

-

9

o

User Log Ons

The User Log On screen allows you
to determine who can access
SOPHIA and what they can see.
Every account has key personnel
identified who can administer log
ons for employees.

Is.Jea •
I~

UM/' MrI'IIt 10 8H

1..11,,-

o

~ drttr.11&.

~!.N.~~~ ~ ~!-l ~&=_.tI~."'. ~b~p.!..n!I~~.,!..~r~;

The Insert Log On option allows you
to set a SOPHIA user name and
password for your employees. You
can determine the permission level,
expiration date, and what accounts
can be accessed.

o
Systems Operations and Proprietary Handling of Information and Accountability'

1-- 1- tv..
l-- 1- Ii-v.-.--I
.. 1.... _. IN~ v••

-

10

•

Contact Us

The Contact Us feature provides
several ways that you can contact
us for support.
The Service Request option allows
you to fill out an online form telling
us that your phone equipment
needs service. SOPHIA alerts the
account representative, who will
escalate your request as needed.
Clients are provided with
confirmation that the request has
been received along with a TOIIOW~
up confirmation that the request has
been completed .

-....

•

o
Systems Operations and Proprietary Handling of Information and Accountability

I,

-

11

•

The Service Representatives option
shows every representative
assigned to your account. This
page also lists all contact and
mailing information.

Help

•

:1"'IIoI'HI"

r' u""t>i, ... W.-Io. •

.11 ......

1'""'1"" - ....... IJ"rfII! , ..1"'-1)""

,1

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~(

,

Online help is available. Simply

liiii~ii~~~~~ii~iif~~~nl click on the Help option.

II

SOf'Gio,... - - ' . _ . . ,...
...,

~

.,.... Th/ouIjh_

,.,iIi; IK..... Ind ,...,. inIDnnItian

• R................

• 'Vitw UP"IO-"'. I'I'tItrIIUII end commlnlon "",GflI

Help appears in a separate window
so you can read it while looking at
SOPHIA. You can view a Table of
Contents, an Index, or search for
specific terms.

• Ace... I tmory.of reur comrnit.ioA check.

...............
.......---"'

41 • .,....--..
11 _ _ """,",

~~

~

-~-

r........... 1,11

Entering Data Into FI.lda
~=~=:u..:.::.~~:-c."'~r:~",,~~t~1II-

.... ....., . . . . . . " .................................... tI.II

MlllNlIlIlNMrrtll . . . tyMlt . . il>llllllM.

Systems Operations and Proprietary Handling of Information and Accountability

o

•
--

Public Communications Services, Inc. 111 B59 Wilshire Boulevard, SUite 600 1 Los Angeles CA 90025 800350 1000 I www.pc5lelcom com
© 2002 Public CommUllicatlons Services Inc All rights reserved PIN 004PMEM 100 10/02

•

ole· 2110V2
Full Size Full Feature Inmate Phone
The OlC-:!IIOV:! is a full size full feature Inmate / Coinless Phone desit,111cd for use in
locations where strength and reliability is needed.
This wall-mounted unit is also made of durable 14-gauge stainless steel, and is protected with
tamper rcsistant security screws. It has a buit-in volume control button
and a re-enforced window for customized instruction card.
The OTC-:!IIOV:! is easy to install and simple to maintain.

~ Calling card service compatible.
~ Works with most auto-dialers and call controllers.
~ Tamper resistant locking system.
~ Re-enforced window for customized instruction cards.
~ Built in volume control button.

and more ...
~ Can be used as a standalone single line phone or on a PABX as an extension phone.
~ Heavy-duty armored handset is hearing aid compatible (HAC) and has an anti-static receiver

~

I....
"'. H ouse pone
h
"'.
,....

l~~mp 1oyee

h
pone

..:~ Speed dial phone

•
-

.~~ Courtesy phone

"'. Sccurlty
. pone
h
.....
I~~ Inmate phone

e

Navitellne.
ng Your W.Y 10 tIM! Fuhl..

13K M"untain Brook Drive
Canton, Gcorj.,ria 30115
w\vw.navirclinc.com
Tel: 800.753-1707
Fax: 770·345·8142

.~~ Emergency phone

<e.. H ot I'me pone
h
..:~ Free call phone
I'.. ,.

HOII,Ing
•
•
•
•
•
•
•

Heavy-duty 14 gauge stainless steel
2 year limited manufacturers warranty
Armored modular hook-switch lever.
Metal keypad assembly is moisture, fire, and shock resistant.
Works with most call restrictors and auto-dialers.
Tamper resistant mounting system.
Built in volume control s\vitch.

Hand.el
•
•
•

Heavy-duty armored 18 inch, 32 inch, or any customized length cord with dynamic or
carbon transmitter available.
All handsets are hearing aid compatible (HAC) and have an anti-static receiver.
Armored cord is made to Bell Core standards and will withstand a minimum 800 lbs
pulling test.

Powe,
•
•

Telephone line powered. 42 VDC to 56 VDC
Loop current range: 20 rnA to 90 rnA

Telco line IlPpe
•
•

Pal, B-1, loop start, standard dial tone 600/120 Hz
Line interface: Terminal strip connections inside of the phone.

•
•

Magnetic or micro-switch hook lever assembly is optional
Optional colors and finishes available as a special order item to accommodate the
decor of your location.
Customized handset lengths available to met:!: your special needs.
Handsets available with dynamic or electret transmitter.
Restrictional dialing is optional.

•
•
•

Measures: 21.2"H x 7.S"W x 2.5"D (4.5" deep with cradle)
Weight: 12Lbs (S.4SKg)

II

Part Number

Description

I~~ .II Si':e full Feature Inmare Phone

It\ 90-2100VF-M[\l

•

Navitel Inc.
~

Ung Your WilY ID tho Futuro

wi

Model
J\Iagndic Hook Switch PTC-211OV2

138 l\lountaill Brook Dri\'e
Camon, Gc:orgi:\ 30115
\\·W\\·.otctdccom.llct

Tel: 800.. 753-1707

hn;: 770·345-8142

o

ICOR-24 Phone Cut-Off Switches
It is vital for system cut-off switches to be designed to ensure maximum phone
quality. The industry standard in correctional facilities has been to simply run all
phone wires to a location and connect them all to off-the-shelf switches. This can
result in degraded phone quality.
PCS made a determination that Inmate systems needed a more sophisticated
solution and that the market did not have the quality of cut-off switches that
ensured this quality of service. Due to this need, pes has designed a switching
unit that meets and exceeds the needs of the correctional environment. The ICOR·
24 is a switching unit that allows PCS employees and/or correctional personnel to
shut down a number of phones with a single switch. This increases variation
options for cutting off phones, reduces required wiring and space required for
installations. The unit can be configured in a variety of ways. It can accommodate
multiple switches, so that only certain phones are disabled at a time. Please refer
to the following photo:

•

Amphenol
cableto _~......~
CATS

Amphenol
cable to
phones

Power'
'10m wall
olltlet

•

As the name implies, the ICOR-24
can disable up to 24 phones at a
time. When you wish to control
more than 24 phones, the multiple
units can be ganged together.
Each new unit that is ganged gives
you the ability to control another
24 phones. Please refer to the
photo on the right

•

By using the ICOR-24, PCS can
group phones in a variety of ways
so that facility personnel can
easily shut off selected phones.
These configurations are not
limited to phone locations. We
simply configure the ICOR-24 as
required and then run a single pair
of wires to wherever the cutoff
switch needs to be located.
For example, there may be pay
phones located in several areas of
a facility. Even though these
phones may connect to different
trunk
lines, they could
be
connected through the ICOR-24 so
that all of them could be shut off at
once.

•

No other ITS provider has made
this quality commitment in
switching units. The ICOR-24 is a
unique, patent pending device only
available through PCS.

•

':1

.. '

',',

.

Setting
. . Up ACcount With IntalllTalIL

c. If Option Is taken the FamllylFriend
Account Is set up.
D. Information is downloaded to

Is connected and an
.

pes.

F. After Inteilitalk Account Is set uP. offender can call number.

Public Communications Services, Inc.
State of Missouri DOC Facilities
Maintenance Zone Overview

Public Communications Services, Inc.
State of Missouri DOC Facilities
System Integration Overview

o
10

T.Sk N.me

I DuratIon I
I

I

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.~

pre-lmpiomei.tottlon

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November 2005
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19

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Shawnloch
----y,- ---- - - - - Phone Inslanabon· Shawntocn

27 clay, [

Tuo9l131OS

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1 day

I
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Wed 9i14l05·

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Shawn~ech

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I

2 days' T~u IOI2W05·
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Mon lII26I05

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!

I day!

Shawn1ech

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S". Preparabon I CablIng· PCS I
Shawnted't

Project MO Proloct Plan a..Ni_
Dal.: Wed 8110105

I

day

Thu 9I29/0S

I

Task
Split

I

I
'"

I.'"

Progress
Milestone

•

Summar;
PrOjoci Summary
Page I

••

••

•

t
Extemal Tasks
Ertamal Milestone

I

1

L...._ _ _ _ _ _..J

•

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2 days I·

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Shawnlech

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- 1<lay [Mon 10i24i05

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Shawn'ech

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SMawnloch
PtiOOO'ns,allaUon:- ShaWntOCI1-

I- - -~

Projec': MO Project Plan Ovo",.;....
Oa'e. Wed 8110105

I

Task

Wed 9121105

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--- -

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I day i

28 "-y.

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77

1 day

,

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Mi~stone

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....- - - - .

Pag6l

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EXlemalTasl<s
Extemal MileSlon.

I

•

Deadlfne

•

•
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Sote P'OIla,at,on I Cabl,ng , PeS I
Sha....tech
----P-hono Inslallalion:-Shawnloch--

0 days 1

Tue~05

28 dlyi ~

Tue_

I ~ay tl

Tue 9/li105

,-

-, -o---I-day

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PCS '-Allredo G'....m. PM

r-

•

Wed 917105

EQuipmenllnslanabon, PCS' VAC I
i
2 days i Mon, 01'0105
Shawntoch
•
I
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Site P'OIla'al'on I Cabl'ng. PCS I
Shawnlech

30 dIy.

I

•

OjToam 3

i

ThulO1f3l05
TIlu 918105

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LI _
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Shawnlech
'-----systilriiTasi,ng ,-PCS/'VAClHuber

2 days 1

I
I

1 day
Chllllcotlle Cor_ll""al Conle'
Sito PrOlla,ation I Cabling, PCS I

Fri 10114105

~
1 ~aYI TualO1ISi05

32 doy.

1 day

~~----

~

w.~ 10/19105

•

Mon 9112105

MOM 9112105

Shiilwnl8l;h

Proje<:t MO PfOjecl Plan OIIe""...
Oat.: Wad 8110105

I

Task

Progress

Summary

ExlemalTaSi<s

S!>hl

Milestone

PrOject Summary

External

Page 3

M.~es1one

Deadline

o
tD

I

Task Name

Duration

I

o

September 2005

Start

OCtober 2005

Novemtltlr 2005

De<:.rntltlr

F.;",,,,CT":'"4''',''7'''2'"O'''2;;;3'''2"'e"""'''2'''g--+-','''''=4i-'T''7:''T-';';'O''t=3-r.,e",-'',g''';;;22";;;25;-r2;;;e.-+,;,=ro;4c..,="7'T'''O.-r.';;;3.-r.';;;6'''t;;;9:-r.2'''2''2'''5"""'''2'''B~3'::tr.3""''"'e;--'rTIiI[i]Ii}O 21 24 27 30

3

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Ta'"

Project: 1.10 Project PI"" Overview
Date: Wed 8110105

I

Split

[_ _ _-'1

T.....

Progress

Sumrnaoy

Exlernal

Milestone

P,ojec, Summaoy

External Milestone

Paoe4

-'I

LI_ _ _ _ _

Deadline

6

Gantt Chart for the Missouri Department of Corrections

Team 1

e

e'·",·
"

.-

o
Gantt Chart for the Missouri Department of Corrections

Team 1

•

o

Gantt Chart for the Missouri Department of Corrections

Team 1

e

o
Gantt Chart for the Missouri Department of Corrections

Team 1

o
Gantt Chart for the Missouri Department of Corrections

Team 1

o
Gantt Chart for the Missouri Department of Corrections

Team 1

o
Gantt Chart for the Missouri Department of Corrections

Team 1

o

o
_

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Gantt Chart for the Missouri Department of Corrections

.

~.

Team 1

o
Gantt Chart for the Missouri Department of Corrections

.,.';~t---

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