This text is machine-read, and may contain errors. Check the original document to verify accuracy.
Offender Managed Self-Learning PANs
The SCP OTS can also be configured to automate the registration and maintenance process by
allowing a pre-determined number of telephone numbers to be called by an offender and accepted
by the called party. For example. the MO DOC policy could state that the first 15 phone numbers
that an offender called and were accepted will constitute the allowed calling list for that offender.
E-Imports PAN
Additionally, the system allows PANs to be imported through our automated integration
application. "E-Imports." E-Imports enables files to be sent for uploading allowed call lists.
2.8
Telephone Equipment Requirements:
2.8.1
•
"
The offender telephone system must include telephone equipment that is an industry-standard
design and powered by the telephone line and require no additional power source. The state
agency will provide a power source at the demarcation location.
Securus has read, agrees, and complies.
The Securus SCP OTS will include industry standard telephone equipment. which is powered by the
telephone line and requires no additional power source.
REVIsim.PER AMENDMENT #001
2.8.2
The offender telephone system must include telephone equipment that is either chrome-plated,
stainless steel or paintedlpowder coated that is mar and scratch resistant with Dual Tone MultiFrequency (DTMF) dial and is water, flame and shock resistant.
Securus' offender telephones are the strongest and most reliable units available, and are designed
specifically for the prison environment. Securus is proposing the following Wintel® brand 7042
phone modeL
Offender Telephone Equipment
Securus' offender telephones are the strongest and most reliable units available, and are designed
specifically for the prison environment Our chosen phones set the industry standard and are the
overwhelming choice for state prison systems, the Federal Bureau of Prisons, county, and city
facilities nationwide.
The following information is the manufacturer-provided telephone features and specifications:
•
Powder coated cold rolled steel provides rugged vandal resistant telephone housing
designed for offender use .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
77
•
All-in-llne electronic dial features modular incoming line and handset connections for
quick rnaintenance. Carbon (HS) and DuraClear® (DURA) Handsets have separate 4pin connections.
•
-Built·in user controlled volume "LOUD" button for ADA mandated volume control
(user must have control of volume amplification AND volume must reset to normal
with hang up to meet ADA requirements)
•
Confidencer technology, built into every dial, filters out background noise at the user's
location, allowing better sound to the called party
•
Heavy chrome metal keypad bezel, buttons, and hookswitch lever
withstand abuse and vandalism
•
Armon!d 32 inch handset cord is equipped with a steel lanyard
(1000#: pull strength) and secured with a 14 gauge retainer
bracket for maximum vandal resistance
•
Handset has sealed transmitter and receiver caps, suitable for
heavy use and abuse locations
•
Pin-in-head security screws minimize tampering
•
Hearinl~ aid compatible and FCC registered US: lDATE05BITC254,IC: 3267A-ITC254
i
•
I
2.8.3
rI
The offender telephone system must include tamper-proof steel housing that protects the
electronic <:omponents of the telephone.
Securus has read, agrees, and complies.
The SCP OTS includes the WinTeJ 7042 telephone that has tamper-proof steel housing that protects
the electronic components of the telephone. See speCifications of Win Tel 7042 telephones as
identified in 2.8.2 above.
'DEIIE;;;:;;",;::;n"rn;:;nTi:·;".,;;;rn;:u;;~,;;;;-r;:lftn1il
2.8.4
Deleted
2.8.5
The offender telephone system must include telephone equipment that is capable of being
operated with ease and includes concise instructions on the faceplate.
fI
Securus has read, agrees, and complies.
The SCP OTS includes the WinTel7042 telephone that is capable of being operated with ease and
includes concise instructions on the faceplate. Instructions will be placed on each phone faceplate
at installation and inspected periodically to ensure the phones can always be operated with ease .
•
I
78
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securl/s Technologies, Inc. All ril!hts reserved.
t::l SECl,J.~~S·
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2.8.6
"
The offender telephone system must include an armored handset cord that is resistant to
stretching and breaking. The handset cord length should be approximately thirty-two (32)
inches.
Securus has read, agrees, and complies.
The SCP OTS includes the WinTel 7042 telephone that has a 32 inch armored handset cord
equipped with a steel lanyard (1000# pull strength) that is resistant to stretching and breaking. It is
secured with a 14-gauge retainer bracket for maximum vandal resistance.
2.8.7
•
The offender telephone system must include telephone equipment that has a floating case
hardened metal plate to prevent side drilling entry .
Securus has read, agrees, and complies.
The SCP OTS includes the Win Tel 7042 telephone that has a floating case hardened metal plate to
prevent side drilling entry.
•
The offender telephone system must include offender telephone equipment (i.e. non-TTD and
TTD) that is hearing-aid compatible and has volume control. The components of the offender
telephone system must comply with Americans with Disabilities Act (ADA) requirements. This
includes but is not limited to providing telephones that are accessible to persons in wheelchairs
and systems that are compatible with Telephone Devices for the Deaf (TDD).
2.8.8
•
Securus has read, agrees, and complies.
The Securus SCP OTS telephone equipment is hearing aid compatible and has volume control.
•
Hearing aid compatible and FCC registered US: lDATE05BITC-254, IC: 3267A-ITC2 54
•
Built-in user controlled volume "LOUD" button for ADA mandated volume control (user
must have control of volume amplification and volume must reset to normal with hang
up to meet ADA requirements)
The components of the OTS comply with Americans with Disabilities Act (ADA). This compliance
includes but is not limited to providing telephones that are accessible to persons in wheelchairs and
systems that are compatible with TDD's.
Securus' program for offenders who are deaf or hearing impaired provides those offenders the
ability to place outgoing telephone calls using a Text Telephone (TTY) device that is integrated with
the SCP OTS .
•
t:J SECU.~U~·
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Tech nologies. Inc. All rights reserved.
79
2.9
Recording/Monitoring Requirements:
2.9.1
"
The offender telephone system at each institution must record calls from all of the offender
telephones simultaneously.
Securus has read, agrees. and complies.
The Securus SCP OTS provides comprehensive recording and monitoring capabilities for
investigating offender telephone conversations. All offender telephone conversations at each
institution will be recorded simultaneously_ Authorized users have the ability to listen to live
conversations from a Securus provided workstation, which is connected to the Securus provided
private network. Additionally, authorized users have access to call recording from any Windowsbased PC connected to the Internet.
Call Recording
The SCP OTS enables simultaneous recording and monitoring. Each call is recorded in its entirety,
from call acceptan(:e to call termination. Authorized institution personnel have the ability to listen
to prerecorded calls or live calls without any loss of information. All recordings are downloadable
and can be copied to a CD, DVD, or any drive (such as a removable flash drive), and can be e-mailed
to other investigators as directed by the state agency.
Call Detail Record - The Chain of Evidence
All telephone calls placed through the Securus SCP OTS creates a record. known as a call detail
record (CDR). At a minimum, the basic CDR includes the following information:
•
Customer name (Missouri Department of Corrections)
•
•
Facility name
Offender Personal Identification Number (PIN)
•
Originating telephone station
•
Destination number
•
•
Time the call started and ended
Unlike many other offender calling platforms, the audio data and CDR are combined in memory and
written onto a disk as a continuous data stream-one stream for each recorded call. Recordings are
never modified after they are written to disk. As such. recordings safeguard all data required to
identify the call and. cannot be edited. This capability is Significant because it creates a chain of
evidence. The chain of evidence guarantees recordings produced for legal purposes are in fact-the
original data.
2.9.2
"
The offend(:r telephone system at a minimum must provide downloading and playback of calls
from the investigators' office.
•
Securus has read, agrees, and complies.
80
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Seturus Ti!chnol1J1l1i!s, Int. All rights ri!Si!NetI.
~
SECIJ,RUS'
...:;.;. __-
The SCP OTS provides the capability to download and playback offender telephone calls from the
workstations located in the investigators' office.
The SCP OTS provides call portability for playback. replay. and download of conversations without
the need for additional software. Authorized users. including investigators. are able to download
recorded conversations to any external media device connected to their PC such as CD, DVD, mp3
player. or flash drive. This enables investigators to share recorded conversations. Additionally,
users can create "images" of bulk calls they have collected and group them in a folder in S-Gate to
help organize investigative work.
2.9.3
The offender telephone system must at a minimum selectively search and sort calls by the state
agency for monitoring and recording by one, all, and/or a combination of the following:
a. Facility;
b. Housing Unit;
c. Specific phone;
d. Start and Stop Time and Date of Call;
•
e. Billed to Numbers (BTNs);
f. Three-Way Calls;
g. Frequently Dialed Numbers;
h. Offender PIN Number; and
i. Calls monitored or listened to by user.
S
Securus has read, agrees, and complies.
The SCP OTS S-Gate interface enables investigators to search and sort calls by the state agency for
monitoring and recording by one, all, and/or a combination of the following:
•
•
Housing unit
•
Specific offender telephone
•
Start and stop time and date of call
•
Billed to Numbers (BTNs)
•
•
Three-Way Calls
•
Offender PIN Number
•
•
Facility
Calls monitored or listened to by user
Frequently Dialed Numbers
For example, the following figure depicts a Frequently Dialed Number Report with billed to number
(BTN) account information as an example of a mUltiple criteria search .
t::l SECUHJ)S..;:;;,.;--
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securu5 Technologies. Inc. All rights reserved.
81
Frequently Dialed Number Report
Proprietary and Confidential
•
The Frequently Dialed Number feature allows investigators to generate a report by entering a
number that instructs the system to search for only those numbers that have been called a certain
number oftimes Within a specific timeframe.
2.9.4
"
The offender telephone system must automatically call and alert investigators and offer live
monitoring of calls in real time.
Securus has read, agrees, and complies.
The Securus SCP OTS will automatically call and alert investigators of predetermined calling events
and offer live monitoring of calls in real time. Additionally, the investigator will have the ability to
terminate a call with a preprogrammed code or barge-in to a live call and establish a talk path into
the caU from the investigators desk phone, cell phone, or any other phone.
The SCP OTS Covert Alert feature provides the capability for investigators to be called and alerted
to dialed numbers, phones, or PINs that are under surveillance by the investigative unit. This
82
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Se.CUrliS Te.chnologi~s. Inc.
PIn rights resetVed.
rD SECV,fU,JS'
---
•
feature enables authorized personnel to monitor a call, undetected, from any designated location
while the call is in progress.
Investigators configure the feature through S-Gate by completing the,following steps:
1. Assign a "Covert Alert" status to a specific phone, PIN, or phone number.
2. Enter a telephone number (such as cell, home, or office) and e-mail address to indicate
where the call should be forwarded for live monitoring.
Configure a Covert Alert trigger, such as "trigger the alert when call is accepted," or "trigger the
alert when phone number is dialed."
The following figure illustrates the Covert Alert configuration screen
Covert Alert Configuration Screen
Proprietary and Confidential
sc
•
(j' 'f;)" '(5 ~0°"
p
o
~::>SECURUS
,
ft.~.,-....
0
....,..,.,.,.0.
0
...-DD....
0
.
"'-1)"_
I;W;'tl i i"W,I-,Mi,ii·W:4i iJ .uMPBffi
.......-..,.......
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SSS.SS55S55
tes.t«t ilIhoQ,'tvm
Once activated, the feature allows the call to take place while another muted call is placed to the
Investigator's Covert Alert number. This call is considered another "call leg" and occurs Silently, so
the offender and called party remain unaware the Covert Alert trigger has been activated.
It is possible to retrieve calls anywhere, from within the facility or remotely. Investigators also have
the ability to monitor other calls from an on-site workstation while using the Covert Alert feature.
Covert Alert also sends e-mail notifications to authorized personnel regarding the call under
surveillance. The email provides information including the following:
•
•
Phone number called
•
Phone in use
~ SECV~.uS-..:.-
Missouri DOC RFP No. 81211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
83
•
Phone group
•
Offender's name
•
Offender's account number
•
Whether the call is being recorded (private calls will alert through e-mail only)
Covert Alert Configurations
The Covert Alert f.~ature allows authorized users to alert up to three individuals when a targeted
phone, PIN, or phone number is in use. The configuration options include the following:
•
Requiring an investigator to enter their PIN before the call is connected
•
Enabling the investigator to terminate a call by pressing a programmed code
•
Allowing the investigator to interrupt a conversation in-progress and speak to both the
offender and called party by selecting and confirming a predefined "Barge In" code
As an added security feature, the investigator will be prompted for their PIN when he or she
receives a call from Covert Alert. The investigator's PIN must be entered and accepted before the
call is connected to the investigator. This feature ensures that only the authorized person will
receive Covert Alert calls. When the investigator receives a Covert Alert call, he or she will hear a
message such as the following.
-
'This is a covert alert call from 'John Smith,' an inmate at the Missouri Correctional Institution. To
aCcept this covert alert call, please enter your investigator PIN now. "
.
•
,
,
nBarge In"
While on the covert alert call, the investigator can terminate the call between the offender and the
called party by pressing a predetermined code. In addition to being able to disconnect the call, the
investigator can also barge into the offender conversation and speak to both the offender and the
called party by pressing a predefined "Barge In" code and confirming that they want to barge in.
The confirmation "Press 1 to confirm" is used to help to eliminate an investigator from accidently
pressing the barge in code with their cheek.
This "Barge In" capability is available through both Covert Alert and on calls forwarded from S-Gate
Live Monitor. When live monitoring a conversation, the call can be forwarded to an investigator cell
phone, office phoD€!, or other designation, allowing them to barge into the conversation using the
predetermined barge in code and acceptance digit.
Covert Alert Call Detail Record Report
The Covert Alert Call Detail Record Report allows authorized users to search for calls in which a
covert alert was triggered. The report provides comprehensive detail regarding the call. The
following figure is an example of the SCP S-Gate Covert Alert Call Detail Record Report.
84
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights (eseNed.
~
SECURUS~~_
•
Covert Alert Call Detail Record Report
Proprietary and Confidential
-6"
S C P
o
tI·......
'0 ''0''-
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.............
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~
•
~.~nMmte¥d=~~~tm~~lll -::===13~~~~~==~~iL------~:W~~~;;~~----~~iaf~~====~
Customizable Search Criteria
8H101c:mel1i1
coven Alenelll OoIBn RI.om SlI'ch
Play the
Recorded Call
•
Investigators
Name & Number
Shows Whether the
Investigator Accepted
theca"
Export Options
REVISED PER AMEN-DMENT #001
2.9.5
•
"
The offender telephone system must select a particular telephone for monitoring while a call is
in progress.
Securus has read. agrees, and complies.
CD SECUf.H:JS·
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, I nco All rights reserved.
85
The Securus SCP OTS will provide monitoring capabilities for all calls that are in progress using the
S-Gate user interface. The SCP OTS also gives users the ability to select a particular telephone for
monitoring while the call is in progress. Users can choose to monitor any call that is displayed by
clicking on the phone icon within the user interface.
The SCP OTS can be configured by the user to automatically select a particular telephone for
monitoring while using the SCP feature, "Scan Patrol." Scan Patrol can be used at any time the SCP
OTS is being accessed through the Securus S-Gate user interface. Scan Patrol is configurable in
terms of amount of time to listen to a call and which calls to listen to during scanning.
Scan Patrol
Authorized state agency personnel who wish to have the system monitor calls can use our Scan
Patrol feature to scan through live calls. Similar to the scan function on most automobile AMjFM
radios, users can enter a specific time for which the system will play each call before automatically
moving to the next active call. The scanning will begin from the first active call on the first active
port and continue to the next active call, looping back to the first active call when reaching the end.
2.9.6
"
The offender telephone system must display "real time" call activity on a workstation. This
activity must be detailed by offender PIN number, date of call, start time of call, stop time of
call, telephone location and called number. ,
Securus has rf!ad, agrees, and complies.
The SCP OTS will display real time call activity on a workstation. The activity includes, but is not
limited to, offender PIN number, date of call, start time of call, stop time of call, telephone location,
and called number.
•
•
86
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecurLJs Technologies. Inc. All rights reserved.
~SECl)~US-
---
Live Call Monitor
Proprietary and Confidential
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I
The offender telephone system must simultaneously provide recording and playback of both the
transmitting and receiving sides of conversations. The playback of any selected channel must be
accomplished while continuing to record all input channels.
"
Securus has read, agrees, and complies.
The SCP OTS enables simultaneous recording and playback of both the offender and called party
conversations. The playback of any selected channel is accomplished while continuing to record all
input channels.
All SCP OTS offender and the called party telephone conversations are recorded as they are taking
place. The act of playing back a selected channel can be accomplished without disrupting the
recording of any other channels .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
87
2.9.8
"
Time and date entries for each recorded conversation shall be displayed on a per channel basis
and shall display all conversations in chronological order to facilitate research and playback.
Securus has read, agrees, and complies.
The SCP OTS displays time and date entries for each recorded conversation on a per channel basis.
All conversations are displayed in chronological order to facilitate research and playback
All call activity data and call recordings shall be the property of the State of Missouri.
2.9.9
"
Securus has read, agrees, and complies.
Securus understands and agrees that all call activity data and call recordings are the property of the
State of Missouri. State and federal laws and regulations (such as CPNI) concerning customer bills
require Securus to retain ownership of billing records.
2.9.10
"
The offender telephone system must export call detail search data to Excel and PDF formats.
Securus has read, agrees, and complies.
The SCP OTS enables authorized users with fast and convenient access to S-Gate reports. They are
able to save, retrieve, and export call detail search data in the following file formats:
•
Adobe4~
•
Microsoft Excel
•
Comma Separated (CSV)
PDF
Additionally, users have the ability to save reports to multiple destinations or upload data from the
report into their own database for further analysis.
2.9.11
If
The offender telephone system must save and store unique query criteria by individual system
user as established herein, to include ability to save multiple bill-to numbers (BTN) and offender
identification numbers.
Securus has read, agrees, and complies.
The SCP OTS saves and stores unique query criteria by individual authorized users and includes the
ability to save multiple bill-to numbers (BTN) and offender identification numbers.
As part of the overall OTS solution, the Guarded Exchange service will save and store unique query
criteria by individual user, including saving and storing criteria for future queries. This custom
query capability includes the ability to save multiple BTN's as well as offender identification
numbers.
88
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, .nc. All rights reselVed.
E::l SECLJ,f:I.l:J_•'
S
__
2.10
2.10.1
"
Storage Requirements:
The offender telephone system must store a minimum of one (1) year of call recordings and
detail at the primary location.
Securus has read, agrees, and complies.
The SCP OTS will store a minimum of one (1) year of call recordings and detail at the primary
location. Securus will be responsible for recording and storing each offender call and the call detail
as they occur in real-time to a central primary recording and storage location and then back up
recordings to a secondary storage location.
2.10.2
"
The offender telephone system must store call recordings and detail permanently at the
secondary location.
Securus has read, agrees, and complies.
Securus will store call recordings and detail permanently over the life of the contract at the
secondary location.
•
2.10.3
"
The offender telephone system must provide archiving call recordings and detail upon tbe state
agency's request. The offender telephone system must allow immediate access to the secondary
storage locations' call recordings and detail by the state agency without intervention from the
contractor.
Securus has read, agrees, and complies.
The SCP OTS will provide archiving call recordings and detail upon the state agency's request. The
offender telephone system will allow immediate access to the secondary storage locations' call
recordings and detail by the state agency without intervention from Securus.
2.10.4
vi
The contractor must monitor the storage capacity of each of the storage solutions to ensure no
call recordings and details are lost.
Securus has read, agrees, and complies.
Securus will monitor the storage capacity of the storage solutions to ensure no call recordings and
details are lost.
The SCP OTS includes a storage area network (SAN) architecture to store offender call recordings.
The storage solutions are continuously monitored and managed through intelligent automated
processes and storage poliCies .
•
t;:l SECURUS'
..........!~
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
89
2.11
Workstation Requirements:
2.11.1
The workstations provided with the offender telephone system must be a corporate class laptop
that meets the following minimum requirements:
a. 15" Widescreen WXGA screen;
b. CPU with Intel Core 2 Duo Processor;
c. Memory with 4 GB RAM;
d. Hard Drive with 80 GB;
e. Sound Card;
f. DVD+I-RW;
g. lntegraled Wireless Solution 802.11 b/g/n;
h. Microsoft Windows 7 Professional;
i. Microsoft Office 2007 Professional Software; and
j. Three 0) year, on-site, next-business day warranty.
fII
Seeurus has r(~ad. agrees, and complies.
•
Securus will provide 20 corporate class laptops to the state agency that meets the following
specifications as detailed above:
•
•
CPU with Intel Core 2 Duo Processor
•
Memory with 4 GB RAM
•
Hard Drive with 80 GB
•
Sound Card
•
DVD+/-RW
•
Integrated Wireless Solution 802.11 b/g/n
•
Microsoft Windows 7 Professional
•
Microsoft Office 2007 Professional Software
•
90
15" Widescreen WXGA screen
Three year, on-site, next-business day warranty
Missouri DOC RFP No. 82211019 for an Offender Telephone System
Ii) 2011 Securus Technologies, Int, All rights reserved,
t:J SEC~R~S-
__- -
•
Our proposed workstation features the Latitude E6510
Laptop. The laptop Is designed for easy mobile
collaboration and enhanced productivity, the Dell
Latitude E6510 laptop features advancements in
manageability, ~urability, and security that can empower
IT. Whether you are working in the office or anywhere,
Latitude'" E6510 laptops can simplify productivity by
providing for easy access as to the Securus SCP OTS. Features include the following:
•
•
Smart Controls - An intuitive, gesture-enabled touchpad and vibrant backlit keyboard
option let you work smartly and comfortably in virtually any situation.
•
•
Easy Global Collaboration - The latest wireless options let you connect with colleagues
from virtually anywhere. A light-sensitive Webcam and noise-reducing, speechenhancing microphone can be paired with speakers for an optimal video conference
experience.
Power to Do More - With Intel® Core™ is and up to quad-core Intel® Core™ i 7 with
Intel® Turbo Boost Technology processor options, along with next-generation discrete
graphics options, you can have a performance boost to stay on top of business.
•
Always on Capability - Use Dell Latitude OW"' technology to access your e-mail,
calendar and contacts without needing to boot up, and enjoy the added benefit of idle
battery life that can extend for days, not just hours, on select platforms.3..
Our proposed workstation configuration is presented in the following table.
Corporate Class Laptop Configuration
Componetlt
-
Description
I
I
-
----
-- ----
-- -
Base Unit
Processor
Intel Core i5-S20M Dual Core 2.40GHz 3MB for M6510 (317-3585)
Memory
4.0GB, DDR3-1333 SDRAM, 2 DIMM for Latitude (317-3590)
Keyboard
Internal English Keyboard for Latitude E (330-0836)
Keyboard
Documentation (English) Latitude E-FamilyjMobile Precision (3301652)
Wireless Keyboard and
Mouse
Keyboard + Mouse (Nausicaa) (2.4 GHz RF, with USB dongle) (3301824)
Monitor
DELL E1909WDD 19 Inch Widescreen Flat Panel, Display Port
Connection, OptiPlex Workstation and Latitude (320-7366)
Video Card
•
Latitude E6S10 Notebook (224-8070)
Intel HD Graphics for Latitude D6510 (320-8805)
Hard Drive
t;:) SECI:JBlJ.S·
........- - -
. 160GB Hard Drive 9.5MM. 5400RPM. Dell Latitude E (342-0477)
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
91
I
Component
-
Description
.-
-
--
- - ---
---
Floppy Disk Drive
15.6" HD (1366 x 768) Anti-Glare LED Display for Latitude E6510
(320-8809)
Operating System
Genuine Windows 7 Professional, 32-bit, no media, Latitude, English
(421-1643)
Operating System
Genuine Windows 7 Label, Latitude, Vostro and Mobile Precision
Notebooks (330-6322)
Mouse
Slate Silver, Mobile Broadband Ready, Dell Latitude E6510 (3139913)
Modem
No Modem for Latitude E6410, E6510, Precision M4500 (318-0227)
TBU
TBU
90W 3-Pin, AC Adapter for Latitude E-Family (330-0876)
US - 3-FT, 3-Pin Flat E-Family Power Cord for Latitude E-Family
(330-0879)
CD-ROM or DVD-ROM Drive
ax DVD+/-RW for Latitude E-Family (313-6513)
CD-ROM or DVD-ROM Drive
Roxio Creator Starter, No Media, Dell OptiPlex, Latitude and
Precision Workstation (421-4539)
CD-ROM or DVD-ROM Drive
Cyberlink Power DVD 9.5,No Media, Dell OptiPlex, Latitude and
Precision Workstation (421-4370)
Sound Card
Noise Cancelling Digital Array Microphone for Latitude E6510 (3139310)
Wireless Headset
CS50 Wireless Headset (A1262546)
External Speakers
Dell AX210 USB Powered Multimedia Speakers
Processor Cable
Intel WiFi Link 6200 (802.11a/g/n 2X2) 1/2 MiniCard for VPRO
Latitude E/Mobile Precision (430-0755)
Documentation Diskette
Intel vPro Technology Advanced Management Features for Latitude
E6510 (330-9702)
Bundled Software
Adobe Acrobat 9.0 English and French, BND, Dell OptiPlex PreciSion,
and Latitude (410-1862)
Bundled Software
Microsoft Office Professional for Latitude, OptiPlex, Precision (4206712)
Factory Installed Software
No Resource DVD for Dell Optiplex, Latitude, Precision (3.13-3673)
Software Disk Two
Latitude On Reader for Latitude Notebooks (421-9856)
Feature
6-cell (60Wb) Primary Battery for Latitude (312-7412)
Feature
Nylon 15.6 Carry Case for Latitude and Precision Notebooks (3139945)
92
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 !iecurLis Technologies, Inc. All rights reserved.
~
SECl)r::IUS...;.;,;-'_.
•
•
2.11.2
"
The workstations must include a docking station.
Securus has read, agrees, and complies.
Securus will provide a docking station for all workstations provided. The docking station will be an
EjPort, Simple Port Replicator for Latitude E-FamilyjMobiJe Precision (430-3097).
Workspace is maximized with the Dell"" E-Port Replicator. This E-Port Replicator gives you a
comfortable work space where you can plug a keyboard, mouse and
monitor to the port replicators and use your laptop like a desktop.
Simplified connectivity facilitates a single interface to connect to
your printer, monitor, or other peripheral devices. This product is
tested and validated with Dell Systems. This product includes 130Watt Power Adapter Cord.
2.11.3
ri
•
The workstations must include a wireless keyboard and mouse.
Securus has read, agrees, and complies.
Securus will provide a wireless keyboard and mouse for all workstations provided. The wireless
keyboard and mouse is a Keyboard + Mouse (Nausicaa) (2.4 GHz RF, with USB dongle) (330-1824).
The Dell Wireless Keyboard is designed ergonomically to increase your comfort and prqductivity.
This keyboard features a set of 104 keys.
oQ.8aE1
lot . . . . .
.. • or:ll If -II '"
_.f1J1It I .
• • of . . . iI
2.11.4
g
The Three-Button Wireless Mouse from Dell is easy to use and
features three buttons, this mouse is ideal for Internet enthusiasts
and users Jooking for programmability in mice buttons and fast,
accurate response
The workstations must include wireless headphones and external speakers.
Securus has read, agrees, and complies.
Securus will provide the Plantronics CS50 Wireless Headset and Dell AX210 USB Powered Stereo
External Speakers.
The Plantronics CSSO Wireless Office Headset System brings the ultimate in mobility and hands free
conversations to your phone. The CS50 gives you eight hours of talk time and the wireless
convenience to roam up to 300 feet with secure conversations. Taking or ending
a call is as simple as pressing a button with the optional
Plantronics HL10 Lifter.
•
The Dell AX210 USB Stereo Speakers offer a true upgrade in
audio quality, speaker aesthetics, and functionality. This
product has been tested and validated on Dell systems.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
93
2.11.5
tI
The workstations must include two (2) 19" flat panel monitors.
Securus has read, agrees, and complies.
Securus will provide two Dell E1909WDD 19 Inch Widescreen Flat Panel, Display Port Connection,
OptiPlex Workstation and Latitude (320-7366).
The Dell"" E1909WDD 19-inch Widescreen Flat Panel Monitor incorporates Direct Drive Display
Port technology. The monitor delivers high bandwidth to help ensure maximum display
performance. Featuring a contrast ratio of up to 1000:1, you can witness brilliant colors with
excellent details for vivid pictures or fast-motion videos.
With a resolution of 1440x900 pixels, this monitor is designed to exhibit a rich multimedia
experience. Additionally, it features blazing response time of
5 ms that helps prevent smearing and ghosting. Equipped
with a small USB-sized display port connector, this monitor
provides easy plug-and-play factor and offers flexibility to
connect your monitor to your PC as per you choice. The slim
black bezel fits into most office environments and desktops
providing a space-saving solution ideal for your growing
needs.
2.11.6
fA
The workstations must include a nylon carrying case.
•
Securus has re'ad. agrees, and complies.
The workstations will include the Dell - Timbuk2 Nylon Sleeve for Laptops.
Designed to hold laptops of screen sizes up to 17 inches, the nylon laptop sleeve from Dell"" ensures
the safety of your laptop. Stylish and ideally designed, this sleeve is made of durable nylon material.
2.11.7
'fIf
The workstations must include a client virtual private network
(VPN) software solution to allow an investigator to connect to the
offender telephone system remotely. The solution must provide,
anytime and anywhere, secure access to all system features
regardless of location to allow system investigator access to the
offender telephone system services.
Securus has read, agrees, and complies.
an
The SCP solution provides, anytime and anywhere, secure access to
system features regardless
ofloca.tion to allow system investigator access to the SCP OTS services.
The Securus providl~d workstations do not require a VPN connection to access the SCP ors
services. Access to the Securus SCP OTS operates optimally through the use of a secure Website
94
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t::l SEC1,J13~S'
_..;_
•
connection from any Web enabled PC. Therefore. Securus recommends using a Secure Socket Layer
(SSL) Website connection from any Windows-based PC with access to the internet.
Using this feature. investigators or administrators can access the Securus SCP OTS without the need
for a dedicated workstation and a proprietary VPN connection.
If the state agency decides it needs a client virtual private network (VPN) software solution for
remote access, Securus will provide.
.
.
REVISED PER AMENDMENT #001
2.1].8
fI
All workstations must inc1ude state-approved software for remote desktop access.
Securus has read. agrees. and complies.
All workstations provided by Securus will include state-approved software for remote desktop
access to the Securus SCP OTS.
•
2.11.9
tf
Securus has read. agrees. and complies.
Workstations provided by Securus will become the property ofthe State of Missouri upon delivery
to the state agency. Securus will provide all maintenance, upgrades, repairs, and replacements
during the life of the contract at no additional cost to the State of Missouri.
2.12
2.12.1
t!
•
The workstations shall become the property of the State of Missouri upon delivery to the state
agency. However, the contractor shall provide all maintenance, upgrades, repairs, and
replacements during the life of the contract at no additional cost to the State of Missouri.
General Offender Telephone System Requirements:
The offender telephone system must detect an attempt made by the called party to attempt a
three (3)-way or conference call at any time during the call and immediately following the
connection of the call, regardless of where the called party is located. If detected, the offender
telephone system must terminate the call before connection to the called party, or if during the
call, as soon as the transfer or conference is detected. The state agency will determine whether
they will utilize the offender telephone system's capability to terminate three (3)-way or
conference calls.
Securus has read, agrees. and complies.
The Securus SCP OTS will detect attempts made by the called party to attempt a three-way or
conference call at any time during the call and immediately following the connection of the call,
regardless of where the called party is located. When detected, the Securus SCP OTS will terminate
the call before connection to the called party or as soon as the transfer or detection 1S detected. The
Securus SCP OTS will be configured to allow the state agency to determine whether to use the
capability to terminate three-way or conference calls in progress.
t::> SECV~US'
-
.... ----
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
95
When using the Securus three-way call detection technology from Securus, the state agency will be
receiving the best and most sophisticated three-way calling technology in the market today.
How it Works
The SCP OTS will detect, in real time, the called party's attempt to access three-way or conference
calling within the same central office following the connection of the call between the offender anI;!
the called party, regardless of whether the called party has first accepted the call.
When a three-way event is noted, the Securus SCP OTS will perform one of the following actions.
which is based on the state agency's criteria):
•
Disconnect the call instantaneously with messaging to offender and called party
•
Mark the call with no interruption to the call
•
Warn the 0 ffender that third-party calls are not allowed
This feature prohibits the major fraud practice possible with other automated and live-operator
systems. Offenders could enlist the aid of an outside accomplice to "conference" them. via the
central office-provided three-way calling. to an "unrestricted" line, bypassing the system controls.
Without this protection, offenders have in effect. unrestricted access to the outside world, defeating
the correctional objectives and policies of the institution along with subjecting the public to
offender harassment and fraud.
•.
The SCP ors is unique in its ability to detect and foil an accomplice's attempt to activate the threeway call feature by immediately disconnecting the call upon detection. Secums' SCP has the unique
ability to disable three-way call detection on a particular number or groups of numbers, such as
attorneys.
Securus' patented method of preventing three-way call detection is centered on our sophisticated
ability to identify a specific "click" and associated events. The "click" event is easily discernable
from any sound that is created through normal speech. The specific sound characteristics that
distinguish a hook nash is a very short burst of sub 300Hz energy followed by a very abrupt cutting
of the signal source. Any sound created by a human voice box that has a great deal of sub 300Hz
energy will have a sound "tail" associated with it. This is generally conclusive evidence that the
sound was created by something other than a hook flash. So, the three-way detection algorithm
looks for an impulse of sub 300Hz that was not obviously caused by a human voice.
Three-way call detection is active from the moment the called party has the ability to answer the
call and prior to call acceptance. Upon detection of a three-way call, the call will be disconnected
immediately. should that option be selected by the facility.
The SCP OTS provides the ability to search call detail records search for attempted three-way calls.
The following figure provides an example of the user interface, which indicates the three-way
calling search criteria and search results.
96
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
r; :1 SECl,.JftUS·
__ _
•
Three.. Way Call Search
Proprietary and Confidential
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Securus Three-Way Prevention System Patents
Securus' three-way prevention system has been awarded several patents and is one of the best
three-way detection systems in the world. With the release of the SCP's new digitally clean line
transmission; our three-way prevention system has increased its capabilities to efficiencies never
before achieved.
Securus' patented three-way call detection feature has been proven and certified in independent
tests, such as the SIDBRIDGE study. Securus commissioned SIDBRIDGE Consulting to the accuracy
of our three-way detection technology. The SIDBfDGE study collected and audited call recordings
and event logs for approximately 6,000 calls. This independent test revealed our overall success
rate to be in the mid to high 90s; most significantly, the system accurately detected and prevented
illegal three-way call attempts,
•
t::l SECU~.~S----
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
97
2.12.2
The offender telephone system must provide an immediate and selective shutdown via a kill
switch placed at the following state agency locations:
a. at the demarcation location - which shall shutdown all telephones in the institution~
b. at the central control center - which shall shutdown select or all telephones in the institution;
c. at the select housing units - which shall shutdown select or all telephones in the housing unit;
and
d. through the software provided for accessing offender telephone calls.
Securus has n~ad. agrees, and complies.
•
Securus will have the necessary OTS software capability and will install the necessary wiring and
associated kill switches for immediate and selective shutdown of telephones at the following
locations:
•
At the demarcation location, which will shutdown all telephones in the
institution - The ors will be configured with manual kill switches at the demarcation
location at each institution that are capable of shutting down all telephones in the .
institution.
•
At the (!entral control center, which will shutdown select or aU telephones in the
institultion - The OTS will be configured with manual kill switches at the central
control centers that are capable of shutting down select or all telephones or any
individual phone.
•
At the select housing units, which will shutdown individual or all telephones at
select housing units - The OTS will be configured with manual kill switches at select
• housing units that are capable of shutting down select or all telephones in the housing
unit.
•
•
Through the software provided for accessing offender telephone calls - The SCP
ors provides complete flexibility in disabling telephone use at any time of day through
manual intervention or preset calling schedules. A "Remote Kill Switch" function is
provided through the S-Gate interface. Any individual phone via the S-Gate user
interface will be configured to allow authorized users the ability to shut down access to
telephones.
Remote Kill Switch
The Remote Kill Switch function allows authorized users that have highly secure credentials to
immediately disable a call in progress, a specific telephone, group of telephones, or entire facility,
using any PC with access to the Internet. Securus is one of the only providers to offer this capability
to authorized users, anytime, from anywhere, 24x7. This is a major timesaving convenience for all
participating users. This function allows authorized users to either kill the call immediately or allow
the current call to finish while not allowing any more calls.
If the facility needs predetermined schedules to shut off the phones during certain times of the day
or night, automated calling schedules can also be assigned. Automated calling schedules relieve
the facility staff from manually performing this task on a daily basis.
98
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 5ecurLls Technologies, Inc. All rights reserved.
r=::l SECUElUS'
.,.;..;,...._
•
Calling schedules control when offenders can place calls by setting multiple on- and off-times of
day, within a week, and by day of week. Calling schedules can be configure~ and applied to
individual phones. groups of phones, individual offenders. and globally. Additionally, the calling
schedules can be configured to allow special calling times on holidays if desired.
The following figure depicts the user interface to access the remote kill switch.
Remote Kill Switch
Proprietary and Confidential
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-~-~~-------
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
99
The following figure provides an example of the user interface to set calling schedules,
Defining Call Schedules
Proprietary and Confidential
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2.12,3
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The offend(~r telephone system must provide a dial tone to all offender telephones at the same
time,
Securus has read, agrees, and complies.
The offender telephone system will be configured to provide a dial tone to all offender telephones
at the same time. As a security feature, the offender is never presented with true "dial tone" from
the LEe central office/public switched telephone network, but is instantly given voice prompts once
a telephone handset is in an off-hook condition.
100
MissolJri I)OC RFP No. 82Z11019 for an Offender Telephone System
© 2011 SeCUrLIS Technologies, Inc. All rights reserved.
~
SECt),R_U. S·
•.
•
Securus will install maximum bandwidth at each facility to support a no blocking environment.
Current usage statistics included with this RFP show that offender call concurrency is consistently
less than the total number of phones installed. Securus would like to discuss our engineering
methodology and call concurrency experiences in an effort to optimize bandwidth requirements.
With our central processing system and its network capacity, Securus can scale to many times our
current capacity within the current architecture and design.
2.12.4
•
The offender telephone system must process calls on a selective bilingual basis that allows the
offender to select the preferred language utilizing a code on the keypad (i.e. "I" for English and
"2" Spanish).
.
Securus has read, agrees, and complies.
The SCP OTS processes calls on a selective bilingual basis that allows the offender to select the
preferred language using a code on the keypad. The default setup provides message prompts in
both English and Spanish. Additionally, the system can be configured to enable custom language
prompts in several other languages, such as Navajo, Portuguese, Vietnamese, Polish, and Russian.
•
The SCP's automated operator uses clear and concise, professionally recorded voice prompts to
assist the offender throughout the calling process. During call acceptance, the called party receives
concise voice prompt instructions, based on your security requirements and configuration of the
SCPo For example, the SCP OTS can be configured to do the following by using a code on the keypad:
•
Allow the called party to receive a voice prompt in the language selected by the
offender
•
Allow the called party to receive a voice prompt in English first, and then in the
language selected by the offender.
To further assist in the call process, Securus provides durable printed dialing instructions at each
offender telephone location in English, Spanish, and other languages as requested. As a security
measure, Securus uses materials and techniques appropriate for the correctional environment that
explain the process in a clearly defined and easy to read manner.
2.12.5
"
The telephone reception quality received through the offender telephone system must be equal to
the tone quality offered to the general public and meet telecommunication industry standards for
service quality. The state agency shall have final approval of reception quality.
Securus has read, agrees, and complies.
The SCP OTS reception quality received through the SCP OTS will be equal to the tone quality
offered to the general public and will meet telecommunication industry standards for service
quality. The state agency will have final approval of reception quality.
•
Securus is proposing to install all new offender telephones to be used with the Securus SCP OTS
system. Telephone reception quality can be impacted by the use of inferior offender telephones.
t::l SECV~4S'
----
Missouri DOC RFP No. B2211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
101
Securus uses only i.ndustry standard offender phones that have been designed for the harsh
environments of prisons. Securus will seek state agency final approval of reception quality that will
include acceptanCE! of the actual quality of the offender phone as well as quality of service to the
general public.
2.12.6
"
The offender telephone system must include a fraud prevention feature that shall randomly
intetject pre-recorded announcements to the called party throughout the duration of the
conversation indicating the source of the call. The fraud prevention shall not allow the offender
to interfere with these announcements.
Securus has rE!ad, agrees, and complies.
The SCP OTS includes a fraud prevention feature that interjects random announcements (Voice
Overlay) during each call to the called party throughout the duration conversation indicating the
source of the call.
The state agency has the option of configuring the overlay message to play at one-minute
increments, or any random setting. An example of a voice overlay message is, "This call is from a
Missouri Correctional Institution." The offender is unable to interfere with the announcements.
2.12.7
"
The TDDs provided with the offender telephone system must be compatible with the standard
telephone devices provided with the offender telephone system.
•
Securus has read, agrees, and complies.
The TDDs provided with the SCP OTS are compatible with the standard telephone devices provided
with the OTS. Additionally, Securus will provide accommodations necessary to comply with the
Americans with Disabilities Act (ADA). Securus' program for offenders who are deaf or hearing
impaired provides those offenders the ability to place outgoing telephone'calls using a TTY (Text
Telephone) device that is integrated with the OTS.
The technology that will be provided uses dedicated ports on the SCP system and eliminates the
need for a correctional officer or a staff member to initiate the call process. Integrating the TTY calls
through the OTS allows for various policy and security measures that the facility can specify, such
as time limits, call recording. remotely printing the content of the calls, and prevent redialing.
Offender Call Using TTY Phone Calling Another TTY (TTY to TTY)
When a hearing impaired offender places a call utilizing a TTY phone to a friend or family member
utilizing a TTY phone, the same call restrictions associated with other OTS caUs will app1y. CoUect
or pre-paid charges to the called party will be rated and billed by Securus. Offenders can also place
debit calls.
•
102
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecurLis Technologies, Inc. All rights reserved.
~ SECUR._~S.-
Offender Call Using TTY Phone Calling Through Relay Service Operators (TTY to TRS)
The offender calling process is initiated when the offender types the information into the TTY
device, which dials out through the SCP to the state's Telecommunication Relay Center (TRS). The
information will include the offender's PIN along with a preset toll-free number that dials directly
to the TRS operator. With TRS, a special operator communicates back to the offender to confirm the
connection and begins the call connection process to the called party. Collect call charges to the
called party will be rated and billed by the relay service provider.
Securus wj]] provide the Superprint 4425 portable TDD model phone. The following information is
the manufacturer-provided specifications:
•
•
Three selectable print sizes
•
32kmemory
•
Date and time printed at the beginning of each call
•
Turbo Code® and Auto IOTM
•
•
Built-in ring flasher
Arrow keys for easy review of memory
•
Convenient GA/SK keys
•
•
•
•
Built-in, 24-character printer
Easy-touch greeting memo
•
•
•
2.12.8
"
•
Baudot code (45.5/50 baud rate)
Sticky key feature (for single-handed typing)
ASCII code is available
Model CT-178ADP.
FCC Registered: lU8USA-7441l-CC-T
The offender telephone system must provide for continuous on-line diagnostics and continuous
supervision, as well as local remote omine system control access for advanced programming
and diagnostics. The offender telephone system must provide access to the built-in advanced
diagnostics and program control by the service center personnel and shall provide failure reports,
service history and other diagnostic infonnation.
Securus has read, agrees, and complies.
The Securus SCP ors is constantly monitored by Securus employees from our Network Operations
Center (NOC) at our headquarters location in Dallas, Texas. This service center is staffed 24x7x365
by network experts who are certified in the systems and software used to monitor all SCP functions
and equipment, as well as the associated network. The NOC maintains failure reports, service
history, and other diagnostic information, which will be available to the state agency when
requested.
I:::) SECV~PS___
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
103
The SCP OTS provides continuous online diagnostics and continuous supervision, as well as local
remote offline system control access for advanced programming, diagnostics, and troubleshooting.
The Securus SCP OT5 will provide access to the built-in advanced diagnostics and program control
by Securus service center personnel and will provide failure reports, service history, and other
diagnostic information.
The entire state agency SCP OTS installation will be continuously monitored. The NOC will maintain
the names and contact information for each Securus 'employee supporting the state agency. They
will be accountable for any actions required to prevent or repair any outages. Securus will follow
the state agency protocols for communicating outages or repair actions in the unlikely event these
occur.
Premium Network Monitoring Capabilities
Securus proactively identifies potential system and network abnormalities through a centralized
diagnostic application, Orion by Solar Winds. This network management software allows Securus
personnel to continuously monitor all hardware, software and
system metrics.
NOC Monitoring Center
Through our network monitoring practices, we are able to
complete the following functions:
•
•
•
Enable proactive repairs to a system to prevent it
from going: down. Many times corrections are made
before a system shows signs of an issue and before the
facility is aware of a problem. This means less down
time and increased system reliability for the facility.
Alert remote or on -site engineers of any system
threshold inconsistencies or alarms. If detected:
Alerts are sent to the NOC to track the event.
o The NOC communicates with engineers through
e-mail, short message service (SMS), or directly
through a wireless phone to address the issue.
o
NOC Administralr1rs
monitor,
diagnose and
•
Receive real time alerts when the system detects an resolve any system or network
abnormalities in tile Securus Network
error.
Operations CenWr.
o Identifies if the network elements health
threshold has been exceeded or if any other potential system issue has been
discovered.
o Establishes volume thresholds for each transport carrier on core node equipment at
each data center, alerting Securus personnel of possible carrier network issues.
•
Monitor call traffic patterns, b,andwidth detail, and network life cycle management
to ensure sufficient resources are in place. A separate capacity engineering team
reviews call traffic volume reports and storage requirements throughout all systems.
104
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[;:) SECURUS·
::.:..; __•
•
•
Centrally monitor al1 calling traffic and reporting to determine ifincrease or
decreases in the number of telephones are needed. Upon agr~ement by the state
agency, the service and operations team will install any additional telephones required.
System administrators make scheduled inspections of all systems and routinely perform
preventative maintenance and software enhancements. A production change control steering group
controls these activities. Additionally, change control practices have been reviewed and are
compliant with Sarbanes Oxley standards.
Remote Programming, Diagnostics, and Troubleshooting
The Securus Noe uses the Orion network monitoring application to constantly "ping" and watch the
health of the OTS. We are constantly checking the system to ensure optimum performance and to
anticipate the need for additional network or capacity.
Securus Network Operations Center
•
•
Visual monitoring in our NOe is achieved through the utilization of several key screens that are
constantly being updated and monitored by our personnel in our Noe. For example, the following
figure is a streen shot ofthe monitoring screen that is used to continually ping and monitor
equipment on-site at your facilities .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus TechnologIes. Inc. All rights reserved.
105
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The upper left hand corner of the screen depicts the average response time from the ping test
and the resulting packet loss. In the event the standard parameters are not met, the system will
provide an alarm and Noe personnel are required to take specific actions to ensure that were
are meeting our own quality standards. Importantly, ifthe state agency requires additional
standards above our Securus rigid quality objectives, Securus will work with the state agency to
incorporate those standards for your installation. The Securus NOe is a sophisticated, complete
network monitoring center that is staffed by our own employees and uses the latest state-of-art
monitoring software.
•
The following figure depicts the screen used to monitor our private network and the "traffic"
that is being processed in our network.
•
106
Missouri IOOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights resel'lled.
~ SECl)RUS'
Interface, MPLS Circuit, and Traffic
Proprietary and Confidential
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This screen will monitor offender-calling traffic. This tool is very critical to ensure that the quality
of the network is maintained.
2.12.9
•
•
The offender telephone system must include an uninterruptible power supply source capable of
supporting the system for a period of at least ten (10) minutes, in the event of a power failure.
This is to ensure there is no loss of recordings or "real time" call data.
Securus has read. agrees, and complies.
~SECURUS'
.
---
',~.~
,
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecuTUs Technologies, Inc, All rights reserved.
107
The SCP-OTS will include an uninterruptible power supply (UPS) source capable of supporting the
system for a period of at least 10 minutes, in the event of a power failure. In addition to the
equipment on-site. Securus o'perates and maintains major data centers. Each data center has its
own UPS and generator to ensure maximum facility uptime. The centralized data center that will be
used for the state agency OTS uses UPS and generator power backup to ensure uninterrupted
power delivery.
Additionally, the SCP OTS includes an uninterruptible power supply [UPS) source capable of
supporting the on-site equipment system for a period of at least 20 minutes in the event of a power
failure. This will ensure no loss of recordings or real-time call data in the system.
2.12.1 0 The offender telephone system must bum a copy of a recorded call and detail from multiple
facilities at one time to a CD on an as needed basis. The burned copy shall produce transfer
recordings with virtually no loss in quality.
fI
Securus has read. agrees. and complies.
The SCP OTS provides the ability to burn a copy of recorded calls and detail from multiple facilities
at one time onto a CD, DVD, or other electronic medium for transport, or replay on any computer
with appropriate audio capabilities on an as needed basis. All burned copies will produce transfer
recordings with virtually no loss of quality of the recording.
Securus offers user selectable audio format and file compression images for downloading these
conversations. The formats offered are WAY, OGG, MP3. and GSM with the ability to download these
audio formats as an ISO, WinZip or TAR GZ compressed image. The S-Gate user-friendly interface
supports "point and click" selection of these formats and compressed images, as depicted in the
following figure.
108
Missouri IOOC RFP No. 81211019 for an Offender Telephone System
© 2011 Securll5 lechnologies, Inc. All rights reserved.
E::l SECURUS'::......;__
•
•
Recording Management
Proprietary and Confidential
Compression Method
•
2.12.11 All offender telephone system wiring distribution shall become the property of the State of
Missouri at the conclusion of the contract.
.
"
Securus has read, agrees, and complies.
Securus agrees that all SCP OTS system wiring distribution will become the property of the State of
Missouri at the conclusion ofthe contract.
2.12.12 The offender telephone system must allow the state agency to block a call from recording for a
specified period of time. The offender telephone system must automatically begin recording
once the allotted time has passed.
"
•
Securus bas read, agrees, and complies.
The SCP OTS will allow the state agency to block a call from recording for a specified period of time .
Once the allotted time has passed, the SCP OTS will automatically begin recording.
~SECURU5'
~~-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
109
2.12.13 It is highly desirable for the offender telephone system to allow the state agency to set a period
oftime in which any calls to a specified telephone number are indefinitely blocked from
playback by users, however, still recorded to the server. The record of the call should still show
in the call detail report, however, block the user from playing back the call. Access to the
recording must be made available to the state agency upon request to the contractor.
rI
Securus has n~ad, agrees, and complies.
Securus can comply with this highly desirable specification. The Securus SCP enables authorized
users to configure the OTS to record specific calls, but block users indefinitely from listening to
and/ or playing back those calls for a set period of time. The call records will still appear in the call
detail report, but will remain blocked from being played back. The recordings can be enabled for
playback only after an authorized state agency person requests the recorded call to be unblocked.
As an optional feature, authorized users can specify any telephone number as a secure call, which
will require a higher level of access in order to report on or playback these secure calls.
Additionally, the system can hide playback of these recordings as well as hide other information
associated with the recording, such as the offender PIN, phone number dialed, and phone used to
place the call.
2.12.14 The offender telephone system must allow the state agency to have administrative rights to add
and delete state agency personnel that have access to the offender telephone system's software
instantaneously.
.
"
•
Securus has read, agrees. and complies.
State agency personnel will have access to the SCP OTS for the purposes of adding and deleting
agency personnel instantaneously. This capability is provided through the SCP's management level
security screens, which can be instantly accessed through the Securus S-Gate user interface with
the proper credentials. Authorized users will be presented a screen that will provide the required
options to add or delete users instantaneously and as required.
•
110
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecurusTechnologies, Inc. All rights reserved.
~
SECURUS'
--:..:..;_
Administrative View of Security Template
Proprietary and Confidential
~ L.e¥ct:r::~-=~~
Cre'" New Tomplate
•
_,,'
2.12.15 The offender telephone system must be capable of running a user-specific phone List (i.e. state
telephone numbers) and query the calls placed through the offender telephone system statewide
to determine whether calls were placed to these numbers.
•
Securus has read, agrees, and complies.
The SCP OTS is capable of running a user-specific phone list, such as state telephone numbers. Calls
can be queried that have been placed through the SCP OTS statewide to determine whether calls
were placed to these numbers. This user specific phone list and query will be supported by Guarded
Exchange through their investigative suite of services.
2.12.16 The offend~r telephone system must be capable of generating a single user activity report that
identifies the calls monitored and/or accessed by specific state agency personnel during a
specified time period.
"
Securus has read, agrees, and complies.
The SCP OTS provides the capability to generate a single or multiple user activity report that
identifies the caUs monitored and/or accessed by specific state agency personnel during a specified
time period.
•
Securus' SCP's audit and tracking feature provides the ability to track and log a user's specific
activity for investigative purposes. This feature creates an activity log that can be accessed by
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 5ecurU5 Technologies, Inc. All rights reserved.
111
specified site administrators only or by site personnel with authorized security credentials. The
system tracks user's activity to ensure complete control and audit capabilities by the cBent.
The following audit capabilities are provided to ensure system usage integrity is maintained at all
times:
•
When
•
How long a user stays in the system
•
Which recordings were monitored or played by that specific user
•
How the recordings were used
at
user logs in to the system
The following figure provides an example of the recording audit log report.
Recording Audit Log
Proprietary and Confidential
M,.......
SCP'
o
e.~.~~..
Q
f.'I .... ;'I-~
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:::::::::::! t.:=tl:::::::=:::tf
:=~_....L_~ ...... "."''''~''~
...
PI"1·,,_____J
•
112
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securlls technologies, Inc. All rights reserved.
....-.-
t;) SECl:l~US·
2.12.17 The offender telephone system must have a feature activation code (i.e. #95) to allow an
offender to place an anonymous call to a predetermined location. The same feature activation
code must be used at all institutions.
If
Securus has read, agrees, and complies.
The SCP OTS has a feature for offenders to place anonymous calls to a predetermined location. The
feature is configured with an activation code, such as #95, which will be configured for use at all
institutions. The service is en~bled using the SCP Crime Tip or Informant Line feature.
Crime Tip
Securus' Crime Tip feature is an offender crime-reporting tool that provides offenders with a secure
way to prOvide crime tips and/or leave contact information for follow-up, if they desire. The SCP
system anonymously records all messages left on the Crime Tip Hotline, allowing offenders to
provide crucial information without being exposed as an informant.
For example, offenders can choose to report information pertaining to possible criminal activity,
including narcotics, cell phone smuggling, or other fraudulent activities. Common tips include the
following
•
•
A crime that has already taken place
•
•
A threat to their safety
Anything that they feel necessary to report to the investigative staff
The offender's identity remains anonymous, or the offender may leave a name so the facility can
reward the offender for information leading to the successful prevention of a crime, or the
apprehension of any individual caught in the act of committing a reported crime.
The Securus Crime Tip feature includes the following:
•
A pre-arranged telephone number (deSignated by the facility), provided to all offenders
•
An option to listen to all or selected recorded messages
•
An option to burn specific information onto CDs for use as evidence
•
A way to generate reports of all recorded messages with the date and time of the
message
•
A way to leave an anonymous reply message to the offender
Informant Line
The Informant Line provides investigators the ability to set up any phone, voice mailbox, or
answering machine to be called by offender "informants" without any indication in the call detail
reports, global lists, or to other offenders. It is a completely anonymous call and all information may
be hidden from normal investigator views .
•
~ SECIJ,~4S'
____
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
113
Informant Line CDR reporting process
Investigator must have security a high level of access to view these calls in a CD R report. If the user
has not been granted access to view "informant line" calls in the CDR report. these calls will simply
not be displayed. Following are the operating characteristics:
1. Investigator navigates to CDR report in S-Gate
2. Investigator searches by the call type "Informant Line" within the speCific time frame
3. Investigator retrieves results
4. Investigator can playback calls if authorized but CANNOT play back calls that have been set
up as Private
5. Investigator can ONLY see "unlisted" if the option was chosen during set up for the phone
number
6. Station IDjPort Location is hidden if selected to be hidden during set up
7. The Offender ID or PIN is NOT shown on the CDR report
8. Investigator with CDR view access cannot view the set up in the Global List
2.12.18 It is highly desirable for the offender telephone system to be capable of emailing the call
recording and detail from the workstation.
II
•
Securus has read, agrees, and complies.
Securus will comply with this highly desirable specification. The SCP OTS provides the capability to
e-mail call recordings and details from the workstations. Recordings can be downloaded from the
system in various formats and copied to a CD, DVD, or any drive (such as a removable flash drive)
available to the user in widely accepted formats for portability and may be e-mailed as well.
2.12.19 The offendt:r telephone system must be capable of limiting the duration of offender calls (e.g.
regular phone calls - fifteen (15) minutes; TDD phone calls - thirty (30) minutes). Upon
disconnection of a call, the offender telephone system must be capable of disabling the offeror's
PIN from use for a specified period of time (e.g. thirty (30) minutes). The offender telephone
system must also be capable of overriding state agency established phone call limits for
approved offender phone calls with attorneys.
"
Secnt-us has read, agrees, and complies.
The SCP OTS provid.es the capability to limit the duration of offender calls. Duration limits are
variable and can be set by administrators (for example, regular phone calls - 15 minutes; TDD
phone calls - 30 minutes) through the S-Gate user interface. Through S-Gate, state agency
authorized users can set call durations globally, by facility, by phone or bank of phones, as well as
114
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securlls Technologies, Inc. All rights reserved.
[;:) SECUI:JL:JS'
•
by individual phone number and offender account (PIN). Additionally, the system can be configured
to disable the offender's PIN from use for any specified period of time. The SCP-OTS will also be
capable of overriding state agency established phone call limits for approved offender phone calls
with attorneys.
The following figure provides an example for setting the call duration limits.
Setting Call Duration
Proprietary and Confidential
From the Custody Accountpage,
many offender restrictions can be
enforced such as suspensions
and calling schedules .
..
)
- - e~ll"2el'
-0
•
........... ~·=·":D:T
..... -,1r.:!L:-:::::-::~·:::-lL::-I~tt.~'IlG~:0I:~r:.
....• .... alG4Jlt.·::-~1t
)
w_ @il}:fu-P:Z::~7'
-~-::"
. ---0
....... "-:~<i~TII1iI
1II _ _....... iIIItI ....
... j
The SCP OTS can also automatically eliminate all monitoring or recording of special calls. such as to
an attorney, by designating the number as a "private" number. In the event that a retrieval of a
"private" call is attempted, the SCP will inform the user "This call is prohibited from monitoring."
The following figure depicts the screen used to designate a private number.
•
E::> SECL.J.F;J.US-----
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
115
Designating a Private Number
Proprietary and Confidential
~.e!U"'II) DIal Ust
riiIiiiZiWi Ii. "'Wiiiiiifii.I·""P'WIE
Mark a Telephone Number as Private
",.Ied - - , 1
"'ock.d"~
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19722770581
ebye-.
Q "IU~' ___
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,"" ~
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r
'--------"'-'
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....
-----""'i
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- , ActMo
_OlotCDII.,.F-----....:.;,.I
Enter Descriptive Text as to
why the Number is Private
..."'oo,"'.I::"'r.-------.J
•
w
: - cancel
(",.,
1C:~':;'~'lf Reset I
2.12.20 The offend(~r telephone system must be capable of suspending a PIN for a specified period of
time.
"
Securus has read, agrees, and complies.
The SCP OTS provides the ability to suspend offender PINs for a specified period of time. The SCP
OTS calling restrictions capability provide PIN suspension features to further assist facility staff in
maintaining control of offender activity.
A single offender's PIN or any number of offenders' PINs may be suspended for a specified time
from either the on-site administrative workstation or an authorized remote workstation. This
suspension feature, frequently used for punitive reasons, allows the facility administrator to deny
116
Missouri I)OC RfP No. B2211019 for an Offender Telephone System
@ 2011 Securus Technologies, Inc. All rights reserved.
r::> SECl)_J~._~S-
•
telephone privileges to one or more offenders without affecting other offenders who share the
same offender telephones.
The length of time for PIN denial is entered and automatically policed, enforced, and released by the
system. The system will automatically reset the PIN to allow calls on the day requested, with
no manual intervention required. This feature allows offenders, if necessary, to make privileged
calls even while on suspension from other calls. Direct manual control of this suspension feature is
also allowed from the on-site administrative workstations or authorized remote workstations and
may be automated through E-Imports.
2.13
2.13.1
•
"
Implementation Plan:
The contractor shall provide the state agency communication manager an implementation plan
within forty-five (45) days after award of the contract. The plan should be coordinated with the
current service provider to ensure minimized disruption in service. The contractor shan complete
the described work within one hundred and twenty (120) calendar days after receipt of the state
agency's written approval of the plan.
Securus has read, agrees, and complies.
Securus wi1l provide our implementation plan to the state agency communication manager for
acceptance within 45 days after contract award. Securus will coordinate our SCP OTS
implementation with the current service providers to ensure minimal disruption of service.
Securus proposes an installation schedule that will ensure all SCP 01S services will be completed in
less than 120 calendar days after receipt ofthe state agency's written approval of the plan. Our
implementation will result in minimal disruption during the installation, which will include adding
phones where required, administrative work stations, a fully digital calling network, and full
monitoring and recording of all calls except privileged
calls.
Regional Approach
Securus developed a regional approach to completing
our SCP OTS installation in less than 120 days. Our
expert Field Services Team, led by the Regional Field
Services Managers al1d Field Services Specialists, will
be deployed based oJ'! a regional alignment with the
state agency locations.
Each Regional Team will follow the same stringent
schedule and quality control processes and will report
all progress up stream to the Project Management
team.
•
[l) SECURUS'
-
~-
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
'117
Securus Partnership
Our proposal includes a key strategic partnership with Huber & Associates to provide critical
interfaces to existing banking processes and to provide PIN administration as well as assist the
state agency as needed with reports or administrative assistance.
Securus has also teamed with ShawnTech Communications, Inc. to
provide installation, maintenance and service support for phones,
workstations and associated wiring. By partnering with ShawnTech,
we can maintain the integrity of the existing service program by
retaining the service personnel and their experience. We will also
enhance the service capabilities of ShawnTech by providing new
interfaces into our HEAT trouble reporting system that will '
automatically notify the technician of a service request and begin the
measurement of performance so that we meet and exceed your service
req uirements.
We also have created a partnership with Guarded Exchange LLC who wiU provide call center
resources and technology that wj)J not only achieve the State's monitoring goal but will result in
investigators only having to listen to calls that have been prescreened for targeted activity or
actions. We think of it as delivering only the calls that the investigators should listen to as opposed
to having to listen to all calls to achieve the five percent goal. The final implementation plan will
include a coordinated effort between the state agency, Securus and Guarded Exchange.
Preliminary Implementation Plan
•
The success of installing and implementing the state agency's SCP DTS is dependent on adequate
planning and the capabilities and experience of the implementation team. Securus' implementation
process is the result of using proven methods and procedures that have been designed, tested, and
executed to successfully install thousands of offender phone systems throughout the United States.
Securus has installed than 4,500 offender calling platforms across the United States. Securus
currently has more than 1.400 jails and prisons on the SCP platform and each one was installed by
the Securus implementation team. Securus is currently recording more than one million calls per
day on the offender calling platforms that we have installed.
Securus will use an experienced team guided by a comprehensive implementation plan that will be
communicated and approved in advance by the state agency. We believe our experience, knowledge
of your current operating environment, familiarity with your current offender phone provider's
system and commitment to exceptional quality will create a smooth and effective installation of our
industry~leading platform.
The installation team will follow the state agency approved final plan, and will make sure that each
step and activity is completed with quality to ensure we have a successful implementation. We will
assign a dedicatE~d, experienced project manager to lead the installation and he or she will be in
contact with your staff on a planned and scheduled basis, to ensure effective and timely
communication. Only specially trained and certified technicians are used to install your system.
118
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 SE!curus Technologies. I nt. All rights reserved.
~ SECV.~US-
---
•
Integration
Securus has its own dedicated Integration Department that works exclusively on integrating the
various systems and products in the correctional environment This dedicated Integration
Department allows Securus to deliver fast and flexible solutions for our customers. Securus
currently integrates with more thanllO vendors worldwide. Securus is flexible and does not
mandate rigid specifications when working with these vendors.
The most common technologies Securus uses when integrating systems include HTTP, FTP push or
pull of files in any textual format, SOAP Web Services, ,SON, XML-RPC, and Tep Sockets, All of these
methods are performed over a secure connection, Securus is able to transform your data format for
insertion into our platform, negating the need for costly code modifications to your system. Securu5
integration engineers wiU consult with your facilities IT department and with system provider
Huber & Associates to determine the best integration strategy for your specific application.
The following figure depicts the Securus and Huber & Associates integrations that will enable the
required file transfers.
Securus and Huber & Associates Integration
•
•
Proprietary and Confidential
t;:) SEC\JRUS'
~--
Missouri DOC RFP No. BZZ11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
119
Securus will also assign an integration manager who will be responsible for all required
integrations between the Securus SCP OTS and all subcontractors including Huber & Associates,
Guarded Exchange, and ShawnTech Communications. The integration managerwm also be
responsible, along with the implementation manager, for coordination with your current provider
and ensuring that there will be no lapse in offender telephone communications during the
implementation of the SCS DTS.
Our Please refer to "Appendix A: Preliminary Implementation Plan," for our preliminary plan that
will be used as a framework toward completing our final plan.
Once installed, the state agency will have access to over 450 features, which are designed to provide
investigators and administrators with innovative tools such as Real-time Remote Call Forwarding
Detection, Officer Check In, Covert Alert, and Barge In, which no other offender communications
provider can offer.
2.13.2
As a minimum, the contractor's implementation plan shall include the following infonnation:
Q.
•
The project manager's name and telephone number.
•
Securus bas r-ead, agrees, and complies.
The Securus implementation plan will include the project manager's name and telephone number
and the project manager will be available at that number as required by the state agency.
b. An installation schedule that identifies major project milestones to include the start and
completion date of each milestone and project completion date. The schedule shaH include
narrative explanations of the scheduled work.
"
Securus has read, agrees, and complies.
Please refer to "Appendix B: Preliminary Project/Installation Schedule,n which identifies major
project milestones including the start and completion date of each milestone and project
completion date. The schedule includes narrative explanations for each schedule activity.
Immediately following the RFP release, Securus spent the time, money and human resources to
fully understand the potential challenges and operating environment of each institution. Securus
participated in each site survey at every institution. We look forward to executing on the finaJ
implementation plan.
The following pages provide narrative explanations that explain the scheduled work that will be
completed using our implementation methodology.
Implementation Methodology
The following fi,~ure provides an overview of the Securus five-phase implementation methodology:
120
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Secur/,ls Technologies, Inc. All rights reserved.
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Securus Implementation Methodology
Installed in less than 115 days!
Initiation
Phase
• Meet w[th the
state agency to
mnflnn project
SCCIpe,CrftlCll1
SUCla!Si!lfildors,
Implementation
tlmellne
• Reconfirm Initial
5Ite-5l.1rvev _11:9
• Initiate
Advlmo:etonnect'"
account setup
activities
•
• Verify interface
file formats &
transfer protocols
Planning
Phase
• Conrlrmand
CXICII'dlnab!;
materials and HR
• Coord IlUIte
deliveries
• Coordinate
tr3nsferof
network services
• Design file
transport aiblria
• Complete
Xntegratlon
Design Plan
• Create baseline
test files
• ComplehoProjed:
MgmtPlan
• Provide statu,
reports
Execution
Phase
• Complete
pre-Installation
activities .teach
faallty
• Implement
lntegratlGO\ Design
Plan
• Run integration lefts
with partners
• Coord Inab!; wtover
activities wltll tI1e
State
Monitoring
and
Contra!
Phase
• Celnpleb!; dally
diagnostic d1edcs
• Monitor transfer
protoaIls
• Perfornl quality and
rlskamb'ol
• Provide status
reports
• Prepare for
continuous SCP OTS
monitoring
24X7X36S
• Install phones and
equipment
• Transition servia!
• Perform walkthrougb
• Completeall0T5
te$ts and quality
dledcllsts
• Complete training
Project
Closure
• Ensure all
outstanding ac:tIons
or deliYl!f1Iblas lire
mmplete.
• Review project
I'I!5Ults with the state
agency
• Tl'llnsitlon support to
the Account
ManagementTeam
• Obtain Missauri
Department of
Corrections
aa:eptance
A description of each phase of our methodology is provided as follows.
Initiation Phase
Initiation
Phase
Immediately following contract award, the Securus Project Management Team
will host a meeting with the state agency to review project scope, critical
success factors, and the implementation timeJine. Securus will confirm and
demonstrate how we plan to meet the installation timelines required by the
state agency in this initial meeting.
Site survey information and planned activity will be discussed to ensure our project information is
based on the latest physical characteristics of each location. Based on information collected during
our RFP analysis and site surveys, a portion of the procurement plan wil1 be executed to ensure
timely delivery of eqUipment and network services.
•
Integration
During the Initiation Phase, the file formats and transfer protocols provided by Huber & Associates
during propos(ll development are verified with those existing in the current state agency
environment. If necessary, adjustments are made jointly between Securus and Huber & Associates
and documented in preparation for the Planning Phase .
t;:) SECIJ.l3l1S·
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Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 5ecurus Technologies, Inc. All right!> reserved.
121
Prepaid Collect Call Accounts Transition to SCP
To make certain that existing prepaid account friends and family members will continue to be able
to fund their telephone accounts, Securus will proactively contact each existing account holder to
attempt to open a prepaid account with Securus.
Those friends or family members that currently hold prepaid accounts with your current provider
will be asked to set up a Securus AdvanceConnect™ account.
Upon approval from the state agency, Securus will use an auto dialer feature to contact friends and
families of the offenders incarcerated at state agency facilities. This activity is completed before
physical installation activities begin, so the friends and families have ample time to set up an
account with Securus, and at the same time reduce the balances they have in their current
provider's prepaid account or receive refunds from the current provider. Securus will abide by the
"no call list" regulations and may have to contact these set of customers immediately following
installation.
We will use the notification process identified above to make friends and family members aware
that Securus wil1 be the new offender telephone service provider for the state agency on a specified
date. Upon receiving this notification, current prepaid account holders will be able to select the
following options:
•
Setup an AdvanceConnectTM account with Securus
•
Leave a voice message in to request a return call from Securus
•
Listen to a message that will identify the call back number so the called party can contact
Securus
•
This feature has a proven record of success during transitions to Securus with no interruption in
the ability of friends and families to receive phones calls.
Planning Phase
Planning
Phase
During the Project Planning Phase, the Securus Project Implementation Team
will confirm and coordinate material and human resources required for the
project. Travel, facility access, deliveries, and customer training will be
coordinated with the state agency personnel during this phase.
Securus will work directly with all network providers to coordinate the
installation of network services and equipment required for the project. Securus will coordinate all
activities and timelines with the state agency. Securus will request a single point of contact from the
state agency to coordinate and communicate all actions and issues during the installation.
Additionally, the project management plan will be finalized during this phase. The project
management plan will include the following information:
•
122
•
Finalized Customer Requirements document
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Sf'Cl.lrus Technologies. Inc. All rights reserved.
I:l SECl,JRUS·
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State Agency Approved Scope Statement
•
Work Breakdown Structure
•
Activity List
•
Schedule
•
Qucllity Plan
•
Communications Plan
•
Risk Management Plan
Please refer to "Appendix C: Activity List and Work Breakdown Structure," for information that was
developed and used as input for our proposed project plan.
Integration
•
During the Planning Phase, Securus and Huber & Associates will work jointly to design the me
transport criteria between systems. Specific file conversions, encryption requirements, and timing
of transfers will be identified and documented. Additionally, how files will be transmitted and any
customized integration code will be identified and included in the integration design plan. Baseline
files are created for testing in the Execution Phase.
EXecution Phase
EXecution
Phase
During Project Execution, Securus Technicians will travel to each location and
complete pre-installation activities in preparation for the OTS cutover. The
pre-JnstaIJation activities include pre-wiring, hardware staging, and telecom
test and turn-up activities, which can be completed in advance to reduce the
amount of time and complexity of the cutover.
The Securus Project Management Team will coordinate cutover activities with the state agency and
the current services provider to ensure a seamless transition of phone service takes place.
Transition of service can also be coordinated for after hours or during inmate lockdown to limit
service interruptions. If a service interruption is required, the activity will be coordinated with the
state agency at least five business days in advance of the scheduled activity and schedules can be
adjusted to meet the needs of the state agency.
During the cutover, the Securus team will perform a thorough inspection of the installation and will
resolve any potential issues prior to finalizing the implementation. The technicians compJeting the
installation activity will perform a walk-through with state agency representatives to review all
installation documentation and checklists. The Securus Project Management Team will host a
Customer Acceptance Review Meeting with the state agency before finalizing the cutover at each
facility.
•
On-site training seminars as well as Web-based training activities will occur during this phase of
the project.
t::> SECV,F.lUS·
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Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights resefl/ed_
123
Preliminary Installation Schedule
Our preliminary installation schedule will provide additional information about the work packages
and sequence of events that will occur during the Execution Phase. After award and during the
project PJanning Phase, the Securus Project Team wHJ work cJoseJy wUh the state agency to make
sure our plan is 100 percent complete and fully accepted by the state agency prior to moving
forward with any Project Execution activity.
Weekly Stakeholder meetings and Project Team "Touch Point" meetings will occur as part of Project
Execution. These meetings will allow both Securus and the state agency to closely evaluate project
activities and provide bi-directional feedback regarding project performance.
Integration
During the Execution Phase, the integration design documented is implemented. All standard and
customized tools are tested using the baseline files captured in the Planning Phase.
Securus will work closely with our partners to implement and fully test the necessary data
interfaces to ensure they are fully functional and production ready prior to the OTS transfer. Tests
are run in a parallel test production environment to simulate'the required transfer volumes and
timing.
One to one comparisons are completed between files sent and files received. Any discrepancies are
noted and if necessary modifications are completed to the integration toors and the tests are reexecuted to receive 100 percent accurate results.
•
Once testing is complete, file transfers are moved to the production SCP ors environment
Monitoring and Control Phase
Monitoring
and
Control
Phase
During the Monitoring and Control Phase, critical project activities, such as
schedule control, quality control, and risk control will be meticulously
managed by our project management and quality assurance staff' from project
start to project finish
All installation quality control checkpoints will be completed as part of the project monitor and
control processes. During the Monitoring and Control Phase, the Se~urus Project Management
Team will focus on satisfying any outstanding action items. Additionally, the Securus Installation
and Site Engineering Team wil1 exercise daily diagnostic checks and monitoring protocols to ensure
the recently installed equipment is working well and meeting the requirements of the state agency.
•
124
Missouri DOC RFP No. 82211019 for an Offender Telephone System
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© 2011 Securus Technologies, Inc. All rights reserved.
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SECURUS'
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Project Closure Phase
Project
Closure
During the Project Closure Phase, the Project Implementation Team wi\)
ensure that there are no outstanding actions or deliverables, and will work
with the state agency to review the fun implementation project and obtain
customer acceptance.
Securus will transition support responsibilities to the Securus Account
Management Team for long-term ongoing account support. The Project [mplementation Team will
complete all internal updates and project closure activities.
Quality Management Plan
•
The installation schedule includes quality control checkpoints at important stages throughout the
project. The quality control checkpoints are essential elements of the Securus project that ensure
consistent high-quality installations. Securus uses a quality measurement technique, which
identifies and removes the causes of errors, and minimizes variability in the installation process.
Each installation project follows a defined sequence of steps with quantifiable targets. These targets
can be financial or any other area that is critical to our customers .
Quality Control Checkpoint 1: Provisioning
Prior to anyon-site installation activity, Securus technicians provision the Securus SCPo The SCP
provisioning activity prepares our system to support the state agency offender calling traffic, and
ensures that all of the necessary applications and calling features are configured. After the customer
provisioning is complete, the Securus technicians submits a quality control review form to the
Engineer, Project Manager, and Account Manager for the state agency project. Each of these Securus
associates must review the customer provisioning "pre-cut" record, and provide verification and
approval.
PI ease refer to .,Appendix D: Provisioning Checklist," for an example of this quality control tooL
Quality Control Checkpoint 2: Pre-Installation
While on-site, Securus Field Service Technicians complete a check1ist to ensure that the physical
installation characteristics meet or exceed Securus standards. EqUipment inventory, equipment
location, electrical, network and telecom, and telephone installation standards are reviewed during
this checkpoint.
Please refer to "Appendix E: Field Technician Checklist," for an example of this quality control tool.
Quality Control Checkpoint 3: Equipment Testing/Functional Validation
•
At this stage of the project. the SCP is online and test calls can be performed. This quality control
checkpoint ensures that all SCP calling options are setup to meet the requirements of the state
agency. Test call scenarios are completed and phone labels. call durations, on!offtimes.
administrative terminals. and other customer configurations are verified .
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SECUFJUS'
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
125
Please refer to "Appendix F: Test Validation Checklist," for an example of this quality control tool.
Quality Control Checkpoint 4: Acceptance
The final quality control checkpoint involves a review by the state agency. During this review. the
Securus Project Team will provide copies of all quality contra) documents, equipment inventory
records. and network diagrams. The Securus Project Team will host a review of these documents
with the state agency. Any outstanding deliverables or service issues will be resolved prior to
completing th(! Customer Acceptance checkpoint.
Please refer to "Appendix G; Customer Acceptance Checklist," for an example of this quality control
tool.
2.13.3 The project schedule should include the following milestones:
a. Site inspection;
b. Site preparation;
c. Delivery of equipment;
d. Cabling installation;
•
e. Equipment installation;
f Software installation;
g. System ~sting;
h. Conversion;
i. Customer training; and
j. Acceptance.
"
Securus bas read, agrees, and
complies.
OUf proposed project schedule includes the
following milestones for each region.
•
•
•
Site preparation
•
Cabling installation
•
Equipment installation
•
•
Software installation
•
Conversion
•
Customer training
•
126
Site inspection
Acceptance
Delivery of equipment
System testing
Missouri DOC RFP No. B2Z11019 for an Offender Telephone Systf;!m
@ 2011 Securus Technologies, Inc. All rights reserved.
t::l SECl,JR~S'
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Please refer to "Appendix B: Preliminary Project/installation Schedule," for detailed project
schedule.
The following tables provide a high-level overview of our preliminary project schedule key dates
organized based on the regional territories.
Northwest Region
Correctional Facility
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Inspection
I Date
I
I
I
Training
Date
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J
PreInstallatio_n
!
OTS
Cut-Over
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Maryville Treatment Center
7/22/2011
7/21/2011
9/15/2011
Crossroads Correctional Center
6/20/2011
8/1/2011
8/1/2011
9/16/2011
Western Missouri Correctional
Center
6/21/2011
8/9/2011
8/9/2011
9/16/2011
Western Reception, Diagnostic &
Correctional Center
6/23/2011
8/18/2011
8/18/2011
9/16/2011
Chillicothe Correctional Center
•
6/16/2011
6/24/2011
8/29/2011
8/29/2011
9/16/2011
PreInstallation
Cut-Over
Central Region
Training
Date
Moberly Correctional Center
6/16/2011
7/28/2011
7/27/2011
9/16/2011
Women's Reception & Diagnostic
Center
6/20/2011
8/5/2011
8/4/2011
9/16/2011
Northeast Correctional Center
6/21/2011
8/16/2011
8/15/2011
9/16/2011
Boonville Correctional Center &
Treatment
6/23/2011
8/23/2011
8/22/2011
9/16/2011
Cremer Therapeutic Center
6/16/2011
7/27/2011
7/26/2011
9/20/2011
Fulton Reception & Diagnostic
Center
6/20/2011
7/29/2011
7/28/2011
9/21/2011
Tipton Correctional Center
6/21/2011
8/8/2011
8/5/2011
9/22/2011
Algoa Correctional Center
6/23/2011
8/15/2011
8/12/2011
9/21/2011
Jefferson City Correctional Center
•
Inspection
Date
6/24/2011
8/23/2011
8/22/2011
9/21/2011
f
Correctional Facility
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OTS
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Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Sewrus Te,hnologie-s, Inc" All rights reserved.
127
