Prison Phone Justice

STATE OF NEW HAMPSHIRE BID TRANSMITTAL LETTER
Date: ___________________

Company Name: ________________________________________
Address:
_________________________________________________________
_________________________________________________________

To: Point of Contact: RUDOLPH W. OGDEN
Telephone: (603)-271-3290
Fax: (603) 271-7564
Email: prchweb@nh.gov
RE: Bid Invitation Name: INMATE AND PAY TELEPHONE SERVICES
Bid Number: BID 1483-13
Bid Opening Date and Time: November 9, 2012 @ 11:30 AM
Dear Rudolph W. Ogden:
[Insert name of signor]_____________________________, on behalf of _____________________________ [insert name of entity submitting bid
(collectively referred to as “Vendor”) hereby submits an offer as contained in the written bid submitted herewith (“Bid”) to the State of New
Hampshire in response to BID # 1483-13 for Inmate and Pay Telephone Services Contract(s) at the price(s) quoted herein in complete
accordance with the bid.
Vendor attests to the fact that:
1. The Vendor has reviewed and agreed to be bound by the Bid.
2. The Vendor has not altered any of the language or other provisions contained in the Bid document.
3. The Bid is effective for a period of 180 days from the Bid Opening date as indicated above.
4. The prices Vendor has quoted in the Bid were established without collusion with other vendors.
5. The Vendor has read and fully understands this Bid.
6. Further, in accordance with RSA 21-I:11-c, the undersigned bidder certifies that neither the bidder nor any of its subsidiaries, affiliates or
principal officers (principal officers refers to individuals with management responsibility for the entity or association):
a. Has, within the past 2 years, been convicted of, or pleaded guilty to, a violation of RSA 356:2, RSA 356:4, or any state or federal law
or county or municipal ordinance prohibiting specified bidding practices, or involving antitrust violations, which has not been
annulled;
b. Has been prohibited, either permanently or temporarily, from participating in any public works project pursuant to RSA 638:20;
c. Has previously provided false, deceptive, or fraudulent information on a vendor code number application form, or any other
document submitted to the state of New Hampshire, which information was not corrected as of the time of the filing a bid,
proposal, or quotation;
d. Is currently debarred from performing work on any project of the federal government or the government of any state;
e. Has, within the past 2 years, failed to cure a default on any contract with the federal government or the government of any state;
f.
Is presently subject to any order of the department of labor, the department of employment security, or any other state
department, agency, board, or commission, finding that the applicant is not in compliance with the requirements of the laws or
rules that the department, agency, board, or commission is charged with implementing;
g. Is presently subject to any sanction or penalty finally issued by the department of labor, the department of employment security,
or any other state department, agency, board, or commission, which sanction or penalty has not been fully discharged or fulfilled;
h. Is currently serving a sentence or is subject to a continuing or unfulfilled penalty for any crime or violation noted in this section;
i.
Has failed or neglected to advise the division of any conviction, plea of guilty, or finding relative to any crime or violation noted in
this section, or of any debarment, within 30 days of such conviction, plea, finding, or debarment; or
j.
Has been placed on the debarred parties list described in RSA 21-I:11-c within the past year.

Authorized Signor’s Signature _______________________________

Authorized Signor’s Title ________________________

NOTARY PUBLIC/JUSTICE OF THE PEACE
COUNTY: ___________________________ STATE: ______________

ZIP: _________________

On the _____ day of _______________, 2012, personally appeared before me, the above named ________________________, in his/her
capacity as authorized representative of ________________, known to me or satisfactorily proven, and took oath that the foregoing
is true and accurate to the best of his/her knowledge and belief.
In witness thereof, I hereunto set my hand and official seal.
_________________________________________________________
(Notary Public/Justice of the Peace)
My commission expires: _________________________________________________________ (Date)
Form P37-A

Page 1 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

Subject:
1

AGREEMENT
The State of New Hampshire and the Vendor hereby mutually agree as follows:
GENERAL PROVISIONS

1. IDENTIFICATION.
1.1 State Agency Name

1.2 State Agency Address

1.3 Vendor Name

1.4 Vendor Address

1.5 Vendor Phone #

1.6 Account Number

1.7 Completion Date

1.8 Price Limitation

1.9 Contract(s)ing Officer for State Agency

1.10 State Agency Telephone Number

1.11 Vendor Signature

1.12 Name and Title of Vendor Signatory

1.13 Acknowledgement: State of

, County of

On
, before the undersigned officer, personally appeared the person identified in block
1.12, or satisfactorily proven to be the person whose name is signed in block 1.11, and acknowledged that s/he
executed this document in the capacity indicated in block 1.12.
1.13.1 Signature of Notary Public or Justice of the Peace
[Seal]
1.13.2 Name and Title of Notary or Justice of the Peace

1.14

State Agency Signature

1.16

1.15 Name and Title of State Agency Signatory

Approval by the N.H. Department of Administration, Division of Personnel (if applicable)
By:

1.17

Director, On:
Approval by the Attorney General (Form, Substance and Execution)

By:
1.18

On:
Approval by the Governor and Executive Council

By:

On:

Page 2 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
2. EMPLOYMENT OF VENDOR/SERVICES TO BE PERFORMED. The State of New Hampshire, acting through the agency identified in
block 1.1 (“State”), engages Vendor identified in block 1.3 (“Vendor”) to perform, and the Vendor shall perform, the work or sale
of goods, or both, identified and more particularly described in the attached EXHIBIT A which is incorporated herein by
reference (“Services”).
3. EFFECTIVE DATE/COMPLETION OF SERVICES.
3.1 Notwithstanding any provision of this Agreement to the contrary, and subject to the approval of the Governor and Executive
Council of the State of New Hampshire, this Agreement, and all obligations of the parties hereunder, shall not become effective
until the date the Governor and Executive Council approve this Agreement (“Effective Date”).
3.2 If the Vendor commences the Services prior to the Effective Date, all Services performed by the Vendor prior to the Effective
Date shall be performed at the sole risk of the Vendor, and in the event that this Agreement does not become effective, the
State shall have no liability to the Vendor, including without limitation, any obligation to pay the Vendor for any costs incurred or
Services performed. Vendor shall complete all Services by the Completion Date specified in block 1.7.
4. CONDITIONAL NATURE OF AGREEMENT. Notwithstanding any provision of this Agreement to the contrary, all obligations of the
State hereunder, including, without limitation, the continuance of payments hereunder, are contingent upon the availability and
continued appropriation of funds, and in no event shall the State be liable for any payments hereunder in excess of such
available appropriated funds. In the event of a reduction or termination of appropriated funds, the State shall have the right to
withhold payment until such funds become available, if ever, and shall have the right to terminate this Agreement immediately
upon giving the Vendor notice of such termination. The State shall not be required to transfer funds from any other account to
the Account identified in block 1.6 in the event funds in that Account are reduced or unavailable.
5. CONTRACT(S) PRICE/PRICE LIMITATION/ PAYMENT.
5.1 The contract(s) price, method of payment, and terms of payment are identified and more particularly described in EXHIBIT B
which is incorporated herein by reference.
5.2 The payment by the State of the contract(s) price shall be the only and the complete reimbursement to the Vendor for all
expenses, of whatever nature incurred by the Vendor in the performance hereof, and shall be the only and the complete
compensation to the Vendor for the Services. The State shall have no liability to the Vendor other than the contract(s) price.
5.3 The State reserves the right to offset from any amounts otherwise payable to the Vendor under this Agreement those
liquidated amounts required or permitted by N.H. RSA 80:7 through RSA 80:7-c or any other provision of law.
5.4 Notwithstanding any provision in this Agreement to the contrary, and notwithstanding unexpected circumstances, in no
event shall the total of all payments authorized, or actually made hereunder, exceed the Price Limitation set forth in block 1.8.
6. COMPLIANCE BY VENDOR WITH LAWS AND REGULATIONS/ EQUAL EMPLOYMENT OPPORTUNITY.
6.1 In connection with the performance of the Services, the Vendor shall comply with all statutes, laws, regulations, and orders of
federal, state, county or municipal authorities which impose any obligation or duty upon the Vendor, including, but not limited
to, civil rights and equal opportunity laws. In addition, the Vendor shall comply with all applicable copyright laws.
6.2 During the term of this Agreement, the Vendor shall not discriminate against employees or applicants for employment
because of race, color, religion, creed, age, sex, handicap, sexual orientation, or national origin and will take affirmative action
to prevent such discrimination.
6.3 If this Agreement is funded in any part by monies of the United States, the Vendor shall comply with all the provisions of
Executive Order No. 11246 (“Equal Employment Opportunity”), as supplemented by the regulations of the United States
Department of Labor (41 C.F.R. Part 60), and with any rules, regulations and guidelines as the State of New Hampshire or the
United States issue to implement these regulations. The Vendor further agrees to permit the State or United States access to any
of the Vendor’s books, records and accounts for the purpose of ascertaining compliance with all rules, regulations and orders,
and the covenants, terms and conditions of this Agreement.
7. PERSONNEL.
7.1 The Vendor shall at its own expense provide all personnel necessary to perform the Services. The Vendor warrants that all
personnel engaged in the Services shall be qualified to perform the Services, and shall be properly licensed and otherwise
authorized to do so under all applicable laws.
7.2 Unless otherwise authorized in writing, during the term of this Agreement, and for a period of six (6) months after the
Completion Date in block 1.7, the Vendor shall not hire, and shall not permit any subvendor or other person, firm or corporation
with whom it is engaged in a combined effort to perform the Services to hire, any person who is a State employee or official,
who is materially involved in the procurement, administration or performance of this Agreement. This provision shall survive
termination of this Agreement.
7.3 The Contract(s)ing Officer specified in block 1.9, or his or her successor, shall be the State’s representative. In the event of
any dispute concerning the interpretation of this Agreement, the Contract(s)ing Officer’s decision shall be final for the State.
8. EVENT OF DEFAULT/REMEDIES.
8.1 Any one or more of the following acts or omissions of the Vendor shall constitute an event of default hereunder (“Event of
Default”):
8.1.1 failure to perform the Services satisfactorily or on schedule;
8.1.2 failure to submit any report required hereunder; and/or
8.1.3 failure to perform any other covenant, term or condition of this Agreement.
8.2 Upon the occurrence of any Event of Default, the State may take any one, or more, or all, of the following actions:
8.2.1 give the Vendor a written notice specifying the Event of Default and requiring it to be remedied within, in the absence of a
greater or lesser specification of time, thirty (30) days from the date of the notice; and if the Event of Default is not timely
remedied, terminate this Agreement, effective two (2) days after giving the Vendor notice of termination;
8.2.2 give the Vendor a written notice specifying the Event of Default and suspending all payments to be made under this
Agreement and ordering that the portion of the contract(s) price which would otherwise accrue to the Vendor during the

Page 3 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
period from the date of such notice until such time as the State determines that the Vendor has cured the Event of Default shall
never be paid to the Vendor;
8.2.3 set off against any other obligations the State may owe to the Vendor any damages the State suffers by reason of any
Event of Default; and/or
8.2.4 treat the Agreement as breached and pursue any of its remedies at law or in equity, or both.
9. DATA/ACCESS/CONFIDENTIALITY/ PRESERVATION.
9.1 As used in this Agreement, the word “data” shall mean all information and things developed or obtained during the
performance of, or acquired or developed by reason of, this Agreement, including, but not limited to, all studies, reports, files,
formulae, surveys, maps, charts, sound recordings, video recordings, pictorial reproductions, drawings, analyses, graphic
representations, computer programs, computer printouts, notes, letters, memoranda, papers, and documents, all whether
finished or unfinished.
9.2 All data and any property which has been received from the State or purchased with funds provided for that purpose under
this Agreement, shall be the property of the State, and shall be returned to the State upon demand or upon termination of this
Agreement for any reason.
9.3 Confidentiality of data shall be governed by N.H. RSA chapter 91-A or other existing law. Disclosure of data requires prior
written approval of the State.
10. TERMINATION. In the event of an early termination of this Agreement for any reason other than the completion of the
Services, the Vendor shall deliver to the Contract(s)ing Officer, not later than fifteen (15) days after the date of termination, a
report (“Termination Report”) describing in detail all Services performed, and the contract(s) price earned, to and including the
date of termination. The form, subject matter, content, and number of copies of the Termination Report shall be identical to
those of any Final Report described in the attached EXHIBIT A.
11. VENDOR’S RELATION TO THE STATE. In the performance of this Agreement the Vendor is in all respects an independent
Vendor, and is neither an agent nor an employee of the State. Neither the Vendor nor any of its officers, employees, agents or
members shall have authority to bind the State or receive any benefits, workers’ compensation or other emoluments provided
by the State to its employees.
12. ASSIGNMENT/DELEGATION/SUBCONTRACT(S) S. The Vendor shall not assign, or otherwise transfer any interest in this
Agreement without the prior written consent of the N.H. Department of Administrative Services. None of the Services shall be
subcontract(s)ed by the Vendor without the prior written consent of the State.
13. INDEMNIFICATION. The Vendor shall defend, indemnify and hold harmless the State, its officers and employees, from and
against any and all losses suffered by the State, its officers and employees, and any and all claims, liabilities or penalties asserted
against the State, its officers and employees, by or on behalf of any person, on account of, based or resulting from, arising out of
(or which may be claimed to arise out of) the acts or omissions of the Vendor. Notwithstanding the foregoing, nothing herein
contained shall be deemed to constitute a waiver of the sovereign immunity of the State, which immunity is hereby reserved to
the State. This covenant in paragraph 13 shall survive the termination of this Agreement.
14. INSURANCE.
14.1 The Vendor shall, at its sole expense, obtain and maintain in force, and shall require any subvendor or assignee to obtain
and maintain in force, the following insurance:
14.1.1 comprehensive general liability insurance against all claims of bodily injury, death or property damage, in amounts of not
less than $250,000 per claim and $2,000,000 per occurrence; and
14.1.2 fire and extended coverage insurance covering all property subject to subparagraph 9.2 herein, in an amount not less
than 80% of the whole replacement value of the property.
14.2 The policies described in subparagraph 14.1 herein shall be on policy forms and endorsements approved for use in the State
of New Hampshire by the N.H. Department of Insurance, and issued by insurers licensed in the State of New Hampshire.
14.3 The Vendor shall furnish to the Contract(s)ing Officer identified in block 1.9, or his or her successor, a certificate(s) of
insurance for all insurance required under this Agreement. Vendor shall also furnish to the Contract(s)ing Officer identified in
block 1.9, or his or her successor, certificate(s) of insurance for all renewal(s) of insurance required under this Agreement no later
than fifteen (15) days prior to the expiration date of each of the insurance policies. The certificate(s) of insurance and any
renewals thereof shall be attached and are incorporated herein by reference. Each certificate(s) of insurance shall contain a
clause requiring the insurer to endeavor to provide the Contract(s)ing Officer identified in block 1.9, or his or her successor, no
less than ten (10) days prior written notice of cancellation or modification of the policy.
15. WORKERS’ COMPENSATION.
15.1 By signing this agreement, the Vendor agrees, certifies and warrants that the Vendor is in compliance with or exempt from,
the requirements of N.H. RSA chapter 281-A (“Workers’ Compensation”).
15.2 To the extent the Vendor is subject to the requirements of N.H. RSA chapter 281-A, Vendor shall maintain, and require any
subVendor or assignee to secure and maintain, payment of Workers’ Compensation in connection with activities which the
person proposes to undertake pursuant to this Agreement. Vendor shall furnish the Contract(s)ing Officer identified in block 1.9,
or his or her successor, proof of Workers’ Compensation in the manner described in N.H. RSA chapter 281-A and any applicable
renewal(s) thereof, which shall be attached and are incorporated herein by reference. The State shall not be responsible for
payment of any Workers’ Compensation premiums or for any other claim or benefit for Vendor, or any subVendor or employee
of Vendor, which might arise under applicable State of New Hampshire Workers’ Compensation laws in connection with the
performance of the Services under this Agreement.
16. WAIVER OF BREACH. No failure by the State to enforce any provisions hereof after any Event of Default shall be deemed a
waiver of its rights with regard to that Event of Default, or any subsequent Event of Default. No express failure to enforce any

Page 4 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
Event of Default shall be deemed a waiver of the right of the State to enforce each and all of the provisions hereof upon any
further or other Event of Default on the part of the Vendor.
17. NOTICE. Any notice by a party hereto to the other party shall be deemed to have been duly delivered or given at the time of
mailing by certified mail, postage prepaid, in a United States Post Office addressed to the parties at the addresses given in
blocks 1.2 and 1.4, herein.
18. AMENDMENT. This Agreement may be amended, waived or discharged only by an instrument in writing signed by the parties
hereto and only after approval of such amendment, waiver or discharge by the Governor and Executive Council of the State of
New Hampshire.
19. CONSTRUCTION OF AGREEMENT AND TERMS. This Agreement shall be construed in accordance with the laws of the State of
New Hampshire, and is binding upon and inures to the benefit of the parties and their respective successors and assigns. The
wording used in this Agreement is the wording chosen by the parties to express their mutual intent, and no rule of construction
shall be applied against or in favor of any party.
20. THIRD PARTIES. The parties hereto do not intend to benefit any third parties and this Agreement shall not be construed to
confer any such benefit.
21. HEADINGS. The headings throughout the Agreement are for reference purposes only, and the words contained therein shall
in no way be held to explain, modify, amplify or aid in the interpretation, construction or meaning of the provisions of this
Agreement.
22. SPECIAL PROVISIONS. Additional provisions set forth in the attached EXHIBIT C are incorporated herein by reference.
23. SEVERABILITY. In the event any of the provisions of this Agreement are held by a court of competent jurisdiction to be
contrary to any state or federal law, the remaining provisions of this Agreement will remain in full force and effect.
24. ENTIRE AGREEMENT. This Agreement, which may be executed in a number of counterparts, each of which shall be deemed
an original, constitutes the entire Agreement and understanding between the parties, and supersedes all prior Agreements and
understandings relating hereto.

Page 5 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

GLOSSARY OF TERMS
Terms used in this document are defined as follows:
Acceptance

The time at which services have been certified by the Vendor and State as meeting all
operational requirements and the Vendor/'s work has been 100% completed in a satisfactory
manner.

Business Day

Any calendar day (24 hours) is considered a business day.

Call in Progress

Call not completed but currently with an established connection.

Call Progress

Dialing and initiation of call to establish connection.

Common Carrier

A supplier of facilities used to provide transmission of voice and data from one point to
another over a telecommunications network.

Contract

Final agreement signed by the Vendor and State, inclusive of all terms and conditions of the
resulting agreement.

Contractor Employee

Any individual employed by or subcontracted to a Contractor providing services to the State.

Cutover

The transfer of services from existing Vendor services to new Vendor services and/or the
introduction and initiation of services to any office.

Department

Department of Administrative Services

FCC

Federal Communications Commission

ICP

Inmate Call Processor system which administers the inmate phone stations.

Inter-LATA

Calls made from one LATA to another LATA. Calls between LATAs are handled by InterLATA carriers.

Intra-LATA

Calls made within the same LATA. For the purposes of this Bid, Intra-LATA shall include
the 603 area code and all geographical areas of New Hampshire.

LATA

Local Access and Transport Area; geographic boundary between local exchange and interexchange carriers.

LEC

Local Exchange Carrier

Local Exchanges

The telephone number exchanges that may be called (telephoned) through a LEC Central
Office without incurring toll charges.

MAC

Moves, Addition of telephones, or Change (relocation) of telephone services.

NPA

Numbering Plan Area (Area Code)

NXX

The first three digits of a North American telephone number.

PIC

Primary Inter-exchange Carrier.

PIN

Personal Identification Number

Response

Vendor’s response to this Bid Request.

PUC

State of New Hampshire Public Utilities Commission

Repairs

Services initiated through trouble reports to Vendors and resulting corrections.

Replacement Services

Services replacing incumbent contactor services.

Offer

A Vendor's offer, submitted in response to a Bid.

State

The State of New Hampshire

Telephone Bank

Any grouping of two or more telephones within a single room or area of any location.

Vendor or Contractor

Any entity submitting an offer in response to this Bid.

Page 6 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

1.0 GENERAL INSTRUCTIONS
1.1

Intent
The intent of this Bid is to establish a contract for inmate telephone and pay telephone services including telephones,
switching equipment, administrative PCs, hardware, software, telephony facilities for local, intra-LATA and interLATA service, maintenance and end user support. Inmate telephone services shall include Department of Corrections
facilities and State Prisons. Pay telephone services shall incorporate all State locations either owned or leased by the
State. Services shall be consistent with all specifications set forth in this Bid. Vendor shall coordinate all activities with
existing State contractor in order to maintain a smooth transition of uninterrupted service.

1.2

Vendor Eligibility
Vendors must be technically competent to work on equipment for which they are proposing service. The Vendor must
maintain a staff of fully certified and experienced technicians for provisioning and maintenance of telephones,
equipment and related facilities. This Bid is restricted to qualified Vendors who can provide service, materials and
coverage to the State as specified in this Bid.

1.3

Vendor Responsibility
The successful bidder shall be solely responsible for meeting all terms and conditions specified in the bid, and any resulting
contract.

1.4

Contract Terms and Conditions
The vendor’s signature on a bid submitted in response to this bid guarantees that all of the State of New Hampshire’s
Terms and Conditions are accepted by the Vendor
The form contract(s) P-37 included herein shall be part of this bid and the basis for the contract(s). The successful
bidder and the State, following notification, shall promptly execute this form of contract(s), which is to be completed by
incorporating the service requirements and price conditions established by the vendor’s offer.
The term of any resulting contract shall be from Governor and Executive Council approval through March 31, 2016, a
period of 39 months, with an option to renew for one (1) additional two (2) year period, subject to Governor and
Council approval. All services shall remain in effect from the commencement of the contract to the initiation of a future
contract, not to exceed 90 days without a formal contract extension. Vendor may commence work upon receipt of a
written notice to proceed from the Contracting Officer. Maintenance and support shall be continued throughout the
duration of the contract.

1.5

Termination
The State of New Hampshire shall have the right to terminate the contract(s) at any time by giving the successful bidder
a thirty (30) day written notice.

1.6

Bid Inquiries
Vendors must carefully read and understand the information in this Bid. It is the responsibility of the Vendor to
inquire and have clarified any requirements of this Bid that are not understood. Any issues regarding the Terms
and Conditions of this RFB must be resolved during the Vendor Inquiry period.
All questions regarding this bid, including clarifications and proposed specification changes shall be submitted to
Rudolph W. Ogden Purchasing Agent, Bureau of Purchase and Property, at Rudolph.Ogden@nh.gov, or Telephone
number: 603-271-3290. All requests shall be submitted according to Section 1.17 Schedule of Events.
Vendor shall include complete contact information including the vendor's name, telephone number and fax number and email address.
The State assumes no responsibility for understanding or representations concerning conditions made by its officers or
employees prior to the execution of a legal contract, unless such understanding or representations are specifically
incorporated into this Bid. Verbal discussions pertaining to modifications or clarifications of this Bid shall not be
considered part of this Bid unless confirmed in writing. Any information provided by the Vendor verbally shall not be
considered part of that Vendor's Bid.
Page 7 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
1.7

Site Visits
There are no scheduled site visits for this bid. If you would like to schedule a site visit, however, please contact the
“Point of Contact” for this bid no later than 10/26/12.

1.8

Bid Addendums
If for any reason, the State finds it necessary to amend this Bid, addenda will be released on a State web site at
http://admin.state.nh.us/purchasing/vendorresources.asp Addenda will be clearly marked as such and will be
serially numbered. Failure of any Vendor to receive an addendum or the notification of all addenda numbers shall not
relieve such Vendor from any obligation under the Bid or obligate the State in any way. All addenda so issued shall
become part of this Bid. No one is authorized to amend this Bid by oral communication.

1.9

Vendor Certification
ALL Bidders SHALL be duly registered as a vendor authorized to conduct business in the State of New Hampshire.
STATE OF NEW HAMPSHIRE VENDOR APPLICATION Vendor SHALL have a completed Vendor
Application and Alternate W-9 Form which SHALL be on file with the NH Bureau of Purchase and Property. See
the following website for information on obtaining and filing the required forms (no fee):
http://admin.state.nh.us/purchasing/vendor.asp
NEW HAMPSHIRE SECRETARY OF STATE REGISTRATION A bid award, in the form of a contract(s), will
ONLY be awarded to a vendor who is registered to do business AND in good standing with the State of New
Hampshire. Please visit the following website to find out more about the requirements for registration with the NH
Secretary of State: http://www.sos.nh.gov/corporate.
CONFIDENTIALITY & CRIMINAL RECORD: If Applicable, by the using agency, the vendor will have signed
by each of employees or its approved sub-contractor(s), if any, working in the office or externally with the State of
New Hampshire records a Confidentiality form and Criminal Record Authorization Form. These forms shall be
returned to the individual using agency prior to the start of any work.

1.10

Terms of Submission
All material received in response to this bid shall become the property of State and will not be returned to the Vendor.
Regardless of the Vendors selected, the State reserves the right to use any information presented in a bid response. The
content of each Vendor’s bid shall become public information once a contract(s) has been awarded.
Complete bids shall be filled out on original bid format. Vendors may submit additional paperwork with pricing, but all
pricing shall be on bid and in the State’s format.

1.11

Licenses and Registrations
Vendors must have all licenses, registrations and permits required by Federal and State laws for performance of a
resulting contract prior to the award of contract. Copies of each must be provided in an attachment to the Bid response.

1.12

Liability
The State shall not be held liable for any costs incurred by the vendor in the preparation of their bid or for work
performed prior to contract issuance.

1.13

Vendor Responsibility
The successful Vendor shall be solely responsible for meeting all terms and conditions specified in the Bid, their
response and any resulting contract. Any subcontracted Vendor shall be approved by the State prior to commencement
of any services related to the State.

1.14

Rights of State Government
This Bid does not commit the State to award a contract. The State reserves the right to interview any or all Vendors
responding to this Bid. The Vendor shall arrange site visits with Vendor’s clients and facilities if requested by the State.
The State shall be the sole factor when determining what constitutes an acceptable offer.

1.15 Cancellation of Bid
The State reserves the right to cancel this solicitation at any time prior to contract award, in which case all responses
will be rejected.

Page 8 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
1.16 Certificate of Insurance
Vendors awarded a contract(s) shall be required to submit proof of Comprehensive General Liability prior to
performing any services for the State. The coverage shall have appropriate riders against all claims of bodily injury,
death or property damage, in amounts of not less than $250,000.00 per claim and $2,000,000.00 per incident or
$1,000,000.00 per occurrence and $1,000,000.00 umbrella. Coverage shall also include automobile liability and
workers’ compensation.
1.17

Schedule of Events
The following table summarizes the upcoming Bid related events and timeframes.
EV EVENT

1.18

DATE

TIME

Bid Released to Vendors/ Vendor Inquiry Period Begins

10/23/12

Deadline for Site Visit Request

10/26/12

1:00 PM

Vendor Questions Due (Vendor Inquiry Period Ends)

10/29/12

3:00 P.M.

State Responses to Vendor Inquiries (approximate date)

11/2/12

End of Business

Final Date for Response Submission

11/9/12

11:30 AM

Installations Complete, Fully Functional and Operational

3/15/2013

Certificate of Completion

4/1/2013

Security for Faithful Performance
Vendors shall file a $100,000 performance bond with the State. Bond shall be issued by corporations satisfactory to the
State, duly and legally licensed to transact business in the State of New Hampshire. Bonds shall be issued at the
expense of the Vendor, maintained by the Vendor at the Vendor's expense, and shall remain in effect for the length of
the contract and any extension.

1.18.1

Delivery
Bond shall be delivered to the State five (5) business days after notice of intent to award contract. If such is not
provided, the intent of award may be nullified and the State may award the contract to an alternate Vendor.

1.18.2

Performance Bond
The performance bond shall secure the performance of the Vendor under any Contract resulting from this bid. Said
performance bond shall be forfeited on failure of Vendor to perform on any part of the resultant contract giving rise to
an event of default under the contractual terms. Performance bond proceeds may also be applied to the Vendor’s
liability for any administrative costs and/or excess costs incurred by the State in obtaining similar services to replace
those terminated as a result of the Vendor’s default. In addition to this stated liability, the State may seek other
remedies.
The State reserves the right to review the performance bond and to require the Vendor to substitute a more acceptable
performance bond in such form(s) as the State deems necessary prior to acceptance of the performance bond.

1.19 Final contract
Any contract will not be final or binding upon the State unless it is approved by the Governor and Executive Council
pursuant to RSA 4:15. An award under RSA 21: I-13, II shall occur when the Commissioner submits a contract to
Executive Council. At that time, all responses will be available to the public to the extent permitted by the “Right to
Know” law, RSA 91-A.
1.20

Instructions to Bidders
Read the entire bid invitation prior to filling it out. In the preparation of your bid response you shall:
Complete the pricing information in the “Offer” section and provide other information as indicated
Complete the “Bidder(s) Contact Information” section
Complete the company information on the “Bid Transmittal Letter” page; sign and notarize the bid in the spaces
provided.

1.21

Standard Contract Form
The State of New Hampshire standard contract form (#P-37) is part of this Bid and shall be separately executed by the
State and the awarded Vendor in event of a contract as a result of this Bid.
Page 9 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
1.22

If awarded a Contract
The bidder must complete the following sections of the attached Agreement State of New Hampshire Form #P-37;
Section 1.3
Contractor(s) Name
Section 1.4
Contractor(s) Address
Section 1.11
Contractor(s) Signature
Section 1.12
Name & Title of Contractor(s) Signor
Section 1.13
Acknowledgements
Section 1.13.1 Signature of Notary Public or Justice of the Peace
Section 1.13.2 Name & Title of Notary or Justice of the Peace
Provide certificate of insurance with the minimum limits required as described in paragraph 1.16 Certificate of
Insurance.
Provide a certificate of good standing from the NH Secretary of State or proof of your completion of and payment
for the start of the registration process.

1.23

Public Disclosure of Bid Submissions
Generally, all bids and responses (including all materials submitted in connection with them, such as attachments,
exhibits and addenda) become public information upon the effective date of a resulting contract or purchase order.
However, to the extent consistent with applicable state and federal laws and regulations, as determined by the State,
including, but not limited to, RSA Chapter 91-A (the “Right-to-Know” Law), the State will attempt to maintain the
confidentiality of portions of a bid that are clearly and properly marked by a bidder as confidential. Any and all
information contained in or connected to a bid or response that a bidder considers confidential must be clearly
designated in a manner that draws attention to the designation. The State shall have no obligation to maintain the
confidentiality of any portion of a bid, response or related material, which is not so marked. Marking an entire bid,
response, attachment or sections thereof confidential without taking into consideration the public’s right to know will
neither be accepted nor honored by the State. Notwithstanding any provision of this RFB to the contrary, pricing will
be subject to public disclosure upon the effective date of all resulting contracts or purchase orders, regardless of whether
or not marked as confidential. If a bid or response results in a purchase order or contract, whether or not subject to
approval by the Governor and Executive Council, all material contained in, made part of, or submitted with the contract
or purchase order shall be subject to public disclosure.
If a request is made to the State by any person or entity to view or receive copies of any portion of a bid or response,
and if disclosure is not prohibited under RSA 21-I: 13-a, bidders acknowledge and agree that the State may disclose any
and all portions of the bid, response or related materials which is not marked as confidential. In the case of bids,
responses or related materials that contain portions marked confidential, the State will assess what information it
believes is subject to release; notify the bidder that the request has been made; indicate what, if any, portions of the bid,
response or related material will not be released; and notify the bidder of the date it plans to release the materials. The
State is not obligated to comply with a bidder’s designation regarding confidentiality.
By submitting a bid or response, the bidder agrees that unless it obtains and provides to the State, prior to the date
specified in the notice described in the paragraph above, a court order valid and enforceable in the State of New
Hampshire, at its sole expense, enjoining the release of the requested information, the State may release the information
on the date specified in the notice without any liability to the bidder.

1.24

Award Criteria
Consideration of award shall be made to the qualified Bidder with the lowest cost offering as determined by the Bidders’
Total Cost Of Services, see Attachment A of the bid. Only Vendors meeting all Bid requirements will be considered for
contract. Any false or misleading statements found in the Vendor Bid shall be grounds for disqualification. The State
reserves the right to reject any and all Bids at its discretion. The Bid as released by the State, any addenda, and the
Vendor response shall be incorporated into and form the basis of a written contract with the State.

1.25

Notification and Award of Contract
Bid results will not be given by telephone. For Vendors wishing to attend the bid opening: only the names of the
vendors submitting responses will be made public. Specific response information will not be given out. Bid results will
be made public after final approval of the contract(s).
Bid results may also be viewed on our website at http://www.state.nh.us/purchasing/bid.asp.

Page 10 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
1.26

Contract Interpretation
Any contract resulting from this bid shall be interpreted in accordance with the laws of the State of New Hampshire.
Failure of State at any time to require strict performance of any provision of any future contract shall not constitute a
waiver of that provision nor in any way limit enforcement of the provision.

1.27

News Releases
Public announcements or news releases pertaining to this contract must not be made without prior written approval of the
State.

1.28

Bid Response
The Vendor shall respond to this Bid prior to the due date specified in paragraph 1.17 Schedule of Events. If the
company product literature or other publications are attached and intend to be used in direct response to a Bid
requirement, include direct references to the Bid section requirement and page number.
The Vendor’s signature on a response submitted in response to this Bid guarantees that the prices quoted have been
established without collusion with other eligible Vendors and without effort to preclude the State of New Hampshire
from obtaining the best possible competitive response.

1.28.1

Bid Submission
This bid may have been delivered to you in a facsimile or web based format. Vendor shall return their signed complete
hard copy, or complete fax copy offers or electronic copy to the Bureau of Purchase and Property before the date and
time above in “Bid Submission”.
Submission of bid in its entirety via mail to:
Rudolph W. Ogden, Purchasing Agent
NH Bureau of Purchase and Property
25 Capitol Street - Room 102
Concord NH 03301
Submission of bid in its entirety via fax to 603-271-7564 or email to prchweb@nh.gov

Bid responses shall be marked as:
State of New Hampshire RFB No. 1483-13
Due Date: November 9, 2012
Inmate and Pay Telephone Services
An unsigned or incomplete bid shall be rejected. In responding to the Bid, the Vendor shall address all
requirements for information, and frame their response in the format as follows.
1.28.2

Response Sequence
Bidders’ response must be arranged in the following sequence of documents.

1.28.2.1

State of New Hampshire Bid Transmittal Letter
Complete all blanks as indicated on form

1.28.2.2

Original Printed Bid
This Bid has been released electronically. Bidder must print and submit an exact bid released printout as evidence of
agreement with all terms and conditions of the released bid as modified through State provided addenda. Any changes
in text, terms or conditions without State released addenda shall be rejected. All terms and conditions as released by the
State will take precedence over changes provided in Vendor responses. DO NOT INSERT VENDOR COMMENTS
WITHIN OR BETWEEN BID PARAGRAPHS.

1.28.2.3

Executive Summary
The Executive Summary must summarize the Vendor’s proposed solution including the manufacturer, model and
version of all equipment and software to be provided. This summary provides Vendors the opportunity to confirm the
ability of their offering to meeting the bid requirements.

Page 11 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

1.28.2.4

Company Profile
The Vendor shall provide at a minimum, a general company overview including company background, number of
employees, financial capabilities of business and a listing of any litigation, previous or currently outstanding, relating to
the Vendor and any proposed subcontractor’s performance. Vendor must provide information demonstrating that their
staff is of sufficient size and experience to complete the requirements outlined in this Bid.

1.28.2.5

Experience
The Vendor shall have services and products operating for existing customers that are comparable in size and type to
those proposed in this Bid. Include a list of the five most recent installations, customer contacts, telephone numbers,
equipment used and brief description of projects.

1.28.2.6

Detailed Response
The Vendor must confirm that their proposed service will meet or exceed the requirements as outlined in the Bid, and
how it will be accomplished. Vendors shall provide a comprehensive and detailed description of the products and
services offered in response to the requirements described in Section 3: Scope of Services. Include manufacturer
operation and installation manuals defining system technology.

1.28.2.7

Attachment A Pricing
Prices must be submitted using Attachment A: Pricing.

Page 12 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

2
2.1

GENERAL INFORMATION

General Overview
The intent of this Bid is to obtain a Vendor for the provisioning of Inmate Telephone Services for the Department of
Corrections' locations, and Pay Telephones at a number of State government locations. No costs shall be directed to the
State. The Vendor shall provide all facilities, equipment, and related services. Vendors shall provide Pay Telephone
commission to the State based on gross charges exclusive of taxes and federal fees.

2.1.1 Service Locations
Inmate Collect-Call telephones are required at New Hampshire Department of Corrections facilities and State Prisons
including the State Prison for Men campus on 281 North State Street in Concord, Shea Farm on 60 Iron Works Road in
Concord, the State Prison for Women located on 317 Mast Road in Goffstown, the Northern New Hampshire
Correctional Facility in Berlin and Calumet House at 126 Lowell St. in Manchester, NH.. Calumet is a new inmate
telephone location requiring two telephones. Additional locations and phones may be added or deleted at any time due
to the administrative changes, facility expansion or closing of facilities.
Included within the Concord campus are seven (7) pairs of visitor intercom phones located in four (4) non-contact
visiting booths in the General Population Visiting Room and three (3) non-contact visiting booths in the Special
Housing Unit. Vendor will be required to provide the same recording and investigative search features as for the inmate
telephones. Also, the Vendor is required to provide two new inmate telephones, with locations within the North End
House located on the NH Prison for Men campus. These phones shall have the same recording and investigative search
features as the inmate telephones.
Approximately 77 locations require approximately 107 pay telephones. Locations include owned and leased space
throughout geographic New Hampshire. The Vendor shall be responsible to review sites, record telephone numbers,
verify telephone locations and report back to the State with all such information if awarded a contract.
2.1.2 Confidential Information
The Vendor agrees that all discussions or information gained during an engagement shall be considered confidential and
that no information gathered by the Vendor shall be released without prior consent of the State.
2.1.3 Service Coordination
All services shall be coordinated directly through the State. The administrating office address is:
Dept. of Corrections
105 Pleasant Street, PO Box 1806 (Mailing)
Concord, NH 03302-1806
Telephone 603-271-5600
Fax: 603-271-5643

Page 13 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
2.2

Systems Environment
Vendor supervisory and switching equipment must be environmentally protected or environmentally hardened. Inmate
telephone equipment may be placed within prison buildings. Such locations will be heated but not air-conditioned.
Space is limited to the location of current equipment. No special consideration will be given to Vendor equipment.
Telephones may be located inside or outside of buildings. Telephones must be designed to withstand limited protection
from adverse conditions.

2.3

Current System
Inmate telephone services are currently provided by IC Solutions

Page 14 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

3

SCOPE OF SERVICES

This section includes specifications for Inmate Telephone and Pay Telephone services. Items under 3.1 are common to both
services while items under 3.2 are specific to Inmate Telephone services and items under 3.4 are specific to Pay Telephones.
The Vendor must include any equipment and facilities required for the services to perform as specified within.
3.1
Common Requirements
3.1.1
Scope
Vendor shall provide complete “turn key” services, requiring no items ordered or provided by the State. The Vendor
shall obtain all Local Exchange Carrier (LEC) and Inter-Exchange Carrier (IEC) services required to meet contract
requirements. The Vendor is not authorized to incur any charges for which the State shall be responsible. Any and all
charges levied by the LEC for PIC changes shall be invoiced to and paid directly by the Vendor. The State shall not be
responsible for any costs related to service. The State shall not provide labor, equipment or facilities to implement and
maintain services. The total quantity of services will vary. No guarantee of service quantity is given or implied.
Services locations may be added or deleted by the State at any time.
3.1.2

Installation Guidelines and Schedules
The Vendor must provide and install new equipment on sites with limited space provisions. Sites are presently
equipment by Inmate Calling Solutions or their subcontractors. The Vendor is required to install replacement
equipment within the same locations and cut over services prior to removal of existing equipment.

3.1.3

Ownership of Equipment
Contractor shall retain ownership of all equipment throughout the duration of the contract. All equipment and services
shall remain in operation from the commencement of the contract to the initiation of a future contract. In the event that
a replacement subsequent contract is not awarded to the same Contractor, the existing Contractor shall supply all
equipment and services for a period of up to 90 calendar days beyond the contract termination date. The State shall bear
no costs for the installation of new services, or the removal and transfer of existing services.

3.1.4

Interface Cable, Jacks and Administrative/Investigative PCs
All cable, wire, patch panels, jacks, interface blocks, wire management facilities and Administrative/Investigative PCs
shall remain as property of the State at the termination of this agreement.

3.1.5

Subcontractor Equipment
The Vendor must provide documentation on equipment ownership if other than the primary Vendor (subcontractor) and
the terms of the use (if not owned by the Vendor) of such equipment.

3.1.6

Removal of Equipment
The State shall bear no costs for the removal and transfer of services from incumbent contractor to the contractor
obtained as a result of this bid. Vendor shall not be reimbursed for the removal or relocation of any Vendor equipment
throughout the duration of any resulting contract, including the removal of equipment at contract termination. Vendor
shall make arrangements for removal of existing systems at each facility, with smooth cutover to new services without
interruption of service. The Vendor must coordinate all circuit orders with the LEC and IEC. Timelines shall be
coordinated with State designate.

3.1.7

Equipment Installation
All wiring and connections to the Vendor equipment shall be made using Vendor supplied cable and facilities. The
Vendor shall provide all materials required to install receptacles and wiring. Existing cable and pairs owned by the
State may be used where available, but installation shall not interrupt or place in jeopardy any existing services or
equipment. All equipment installed by the vendor must be new equipment. Incumbent contractor shall remove all
existing equipment and replace with new equipment if awarded a subsequent contract due to this bid. All telephones,
switches and equipment must be removed and replaced with new equipment in order to be compliant with this
requirement.
Vendor shall provide a complete inventory to the State, including all equipment and telephones used, inclusive of make,
model, definition (inmate phone, pay phone, switch, etc.), enclosure and location of equipment after installation.
Inventory shall be electronic, compatible with MS Excel software. Inventory shall be updated on a yearly basis, with
reports due on April 1, 2013 and April 1 of each succeeding year of the contract and any extension thereof.

Page 15 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
3.1.8

ADA/IBC Codes
The Vendor must abide by the most current version of the Americans with Disabilities Act (ADA) and International
Building Code (IBC) codes in all respects, inclusive of the mounting height requirements, signage, lighting and
Telecommunications Device for the Deaf equipment requirements. The State shall not be held responsible for
supplying or maintaining any mountings or devices.

3.1.9

Operational and Maintenance Support
Vendor must provide support for all services. The State shall not provide personnel for system installation, maintenance
or operation. The Vendor shall work with the incumbent service provider to convert all existing data to required format
and loading into the replacement system. The Vendor shall accept data from the current provider in any form provided.
The Vendor shall load the information into replacement systems. Complete operational testing including any and all
hardware and software must be performed prior to any cut over.

3.1.10

Telephone Support
Vendor must provide toll free dial up telephone number(s) for 24 hour per day, 365 days per year support of all services.
Inclusive are repair, billing, end user questions and State employee questions assistance.

3.1.11

Cooperation with Carriers
The Vendor shall cooperate fully with any interstate carrier, intrastate carrier and/or LEC in supplying any required
routing and/or translation changes. The Vendor shall cooperate fully with any interstate carrier, intrastate carrier and/or
LEC in transferring services and equipment required to provide uninterrupted service. The Vendor shall order,
coordinate, and schedule all associated carriers for the installation of telephone facilities and services.

3.1.12

Service Availability
Service shall be available 24 hours per day, 7 days per week. Services shall encompass all facilities and equipment
necessary to implement required operations including local, interLATA and intraLATA transport. The Vendor shall
coordinate all activities with existing Vendors in order to maintain a smooth transition of uninterrupted service.

3.1.13

System Failures
The Vendor shall accept trouble reports from State contacts and telephone service users regarding the improper
operation of telephones, failure of call completion or feature operations.

3.1.14

Call Completion Failures
The Vendor shall accept complaints from called parties regarding failure of call completion for any and all reasons.
This shall be inclusive of complaints due to lack of payment, location of called party service, Local Exchange Carrier
(LEC) or Long Distance Carrier (LDC).

3.1.15

Inter-LATA Carrier Selection
Inter-LATA services shall be completely transparent to the caller, not requiring human interface to complete calls.

3.1.16

Call Quality
Vendor shall insure a high quality of calling services, correcting noisy call problems and minimizing deficient call
completion issues.

3.1.17

Line Optimization
The Vendor shall optimize line quality through various methods of conditioning whenever required to meet Bellcore
standards.

3.1.18

Test Calls
Vendor shall provide high quality transmission service. Service shall be verified by a test call to an industry standard
milliwatt tone and quiet generated in a facility within a selected North American NXX/NPA, and measurements taken
regarding tone loss and line noise. Readings must be within 0 to –8.5 for loss and lower than -20dbrnc for noise. All
other readings shall be considered substandard. .

3.1.19

Credit for Faulty Call Transmission
Credit for calls shall be issued when a caller attempts to place a call, does not get connected, and is billed for faulty
service. Credit shall also be issued when a call is terminated within 30 seconds of call initiation due to substandard
transmission quality, and a second attempt is made. The user has the right to request a refund when providing the
proper information such as the number dialed, time called and date called. The Vendor must work directly with the
complainant. The Vendor shall be responsible to verify the sequential call attempts. The Vendor shall be responsible
Page 16 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
to provide evidence that the call services fall within the call quality and operating parameters as noted in items 3.1.15
through 3.1.17
3.1.20

State Notification of Faulty Transmission
The Vendor shall notify the State of any change or impact on various transmission facilities diminishing transmission
quality.

3.1.21

Call Completion
The Vendor shall be responsible to insure proper call completion and to provide the State with accurate traffic statistics,
maintenance and operational reports.

3.1.22

Connect Time
The Vendor shall limit call connect time access (time period from the end of dialing to ringing at destination line,
exclusive of messages and call acceptance processes) to 8 seconds or less.

3.1.23

Connectivity
Vendor shall accept and complete all calls to all locations. Rejection of calls based upon local carrier, service reseller,
called party registered long distance carrier, or Vendor selected long distance carrier is prohibited. Rejection due to
failure of called party to complete payment for calls as in the case of prepaid calling or debit services is at the discretion
of the Vendor.

3.1.24

Commission and Usage Management Reports
Service cost and usage reports must be provided by e-mail or directly downloadable from Vendor’s website. Report
files must be compatible with MS Access and Excel programs. (Inclusive of comma delineated .csv, pipe delineated or
similar file formats.).
Pay telephone reports shall:
Identify revenue and commission paid itemized by call originating telephone, location and number;
Identify revenue and commission itemized by coin, collect/3rd party, and dial-around;
Identify revenue and commission itemized by local, intra-LATA and inter-LATA calls.
Inmate telephone reports shall;
Identify revenue and commission paid itemized by call originating telephone number and location;
Identify call quantity, minutes and cost itemized by call originating telephone;
Identify call quantity, minutes and cost itemized by collect dial, prepaid collect and debit calling;
Identify call quantity and cost itemized by local, intra-LATA and inter-LATA calls.
Inmate reports shall be e-mailed to the Department of Corrections. Reports for pay telephones within State park
locations shall be forwarded to the Department of Resources and Economic Development. Pay telephone reports for
non Department of Resource and Economic Development (DRED park locations) service locations and all other
locations shall be forwarded to the Department of Administrative Services. Printed reports shall accompany mailed
payment of commission to each of the three Agencies. Addresses shall be provided upon award of contract.

3.1.25

Reporting Requirements
Reports shall be due on the 10th of each month following the service month. All such reports must be available on line
via a secure Internet web site, available to any State authorized individual at any time. Up to ten (10) State users shall be
allowed simultaneous access, secured through password protection. Reports shall include all items and details as noted
in Attachment E Sample Vendor Reports for Telephone Usage.

3.1.26

Dedicated Financial Representative
The Vendor shall assign a dedicated financial representative to the State account that will cooperate with the State to
resolve income, call detail, equipment programming and data discrepancies. Financial Representative (or knowledge
equivalent substitute) must be available each State business day during State business hours of 8:00 a.m. to 4:30 p.m.,
Eastern Standard Time.

3.1.27

Corrective Data
The Vendor shall provide within five (5) working days, any corrective data requested by the State. This is inclusive of
balances and credits owed the State.

Page 17 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

3.1.28

Installation Report
On or before April 1, 2013 Vendor shall provide a Certificate of Completion and detailed report defining each
installation location, line telephone numbers and circuit numbers used to provide service. The following additional
items must be provided:
Certification of completion indicating that all services and products are operational, complete and fully tested per
contract requirements.
Front view (Complete manufacturer diagram or printed digital picture) of cabinet and each item of equipment
installed.
Side view (Complete manufacturer diagram or printed digital picture) of cabinet and each item of equipment
installed.
Side view (Complete manufacturer diagram or printed digital picture) of cabinet and each item of equipment
installed.
Cable layout including all blocks (66,110 or other) and interfaces.
Network Hub Layout
MDF Termination Detail
Block layout identifiers

3.1.29

Repair and Monitoring Practices
All equipment provided shall be the responsibility of the Vendor. Vendor shall provide and maintain all equipment at
locations specified within this document. It is the responsibility of the Vendor to furnish all items required to insure
operation, including racks, cable, power distribution, telephones and electronic switching. The Vendor shall provide
spares, trained personnel and software to support the equipment at the Vendor’s cost throughout the duration of the
contract.

3.1.30

Response to Major Service Calls
The Vendor shall respond to a major service call within four (4) State Business hours of report of occurrence. A major
service call is defined as a loss of two or more telephones at any one bank of telephones, loss of carrier services for two
or more telephones or failure of Administrative/Investigative PC operation and/or interface to vendor equipment at any
single site. PC failures regarded as major shall include loss of server/switch access, loss of user permissions, failure of
PCs to boot, failure of PC to allow user to monitor records, record records or view call data. State business hours for
inmate telephone service and related equipment is any time, 24 hours per day, any calendar day of the year. State
business hours for pay telephones is 8:00 A.M. to 4:30 P.M Eastern Standard Time, Monday through Friday.

3.1.31

Response to Minor Service Calls
The Vendor shall respond to a minor service call within the next business day of report of occurrence. A minor service
call is defined as any service call not defined as major. Additional services such as Moves Adds and Changes (MAC)
will be requested after installation. Most work will be scheduled some time in advance (three or more days), but the
Vendor shall service the State within the next business day when requested to do so. In all cases, work must be
completed within 10 business days. For inmate telephone services, next business day shall be next calendar day.

3.1.32

Repair Reports
The Vendor shall provide monthly trouble reports summarizing repair activities for the previous month’s reports. The
Vendor must meet with the state either in person or via a telephone conference call regarding corrective actions and
trouble resolution upon request. Type of meeting will depend upon problem severity as decided by the State.

3.1.33

Unauthorized Activities
The Vendor shall provide immediate notification to the State upon receipt of evidence of fraud, vandalism, wire-tap, or
any other access to, or use of, services or products other than authorized by the State.

3.1.34

Audits
The State shall have the right to conduct an audit of any Vendor and its sub-Vendor(s) for the specific purpose of
determining the accuracy of call costing and payments to the State.

Page 18 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
3.1.35

Contacts
The Vendor, within five (5) days after contract award, shall notify the Telecommunications Section, in writing of the
names, addresses and telephone numbers of the principal contact(s) for:
Trouble-shooting and routine repairs;
Major outage/trouble reports;
Escalation procedures;
State payments and accounting records;
Terms and conditions.
The Vendor shall provide written notice to the Department of Corrections of any changes of contact personnel and/or
telephone numbers.

3.1.36

Telephone Count
The Vendor must provide service on a one telephone to one telephone replacement basis. The Vendor shall not
decrease telephone count unless directed to do so by the State.

3.1.37

Confidential Information
The Vendor agrees that all discussions or information gained during an engagement shall be considered confidential and
that no information gathered by the Vendor shall be released without prior consent of the State

3.2

Inmate Telephone Requirements
All services shall be “turn key” requiring no preparation by the State. The Vendor shall obtain and transfer all inmate
data records into the systems. The number of telephones and telephone access for inmate telephones will be limited as
deemed necessary by Department of Corrections' administration.

3.2.1

Administrative / Investigative PCs
All Administrative / Investigative PCs shall be maintained by the Vendor throughout the contract, but be turned over to
the state at the termination of the contract. The State shall receive such including all software and peripherals, as
considered inclusive in the system. The State shall not be held responsible for any damage to equipment. All call
records, call recordings and related records shall be State property and remain with the State at the termination of any
contract.

3.2.2

Compact Design
The Inmate Call Processor (ICP) shall be of compact design requiring a minimum of wall and floor space. Vendor must
submit a scale drawing of the required installed space.
Vendor may offer service via a virtual environment, where limited switching or processing equipment is located at State
site. Vendor must define the equipment within tithing the bid response.

3.2.3

Power (Applies to all on site equipment)
Each ICP unit shall be powered by no more than a single, unconditioned, 115 volt, 60 Hz power source drawing no
more than twenty (20) amps. ICP shall be equipped with an internal UL listed power supply that is tolerant of line
transients, momentary surges, and short duration power drops such that inmate phone operation continues in the
presence of such common disturbances. No auxiliary power cords, external power supplies, or AC/DC converters shall
be required at the actual inmate phone stations. Power backup (UPS or battery with line conditioning) for up to 15
minutes in the event of power failure must be provided. The State shall provide a 115 V, 15 A outlet. Outlet may be
shared with existing Vendor equipment.

3.2.4

Telephones
Each telephone station must be self-contained, utilizing telephone cabling for all connectivity. Cable must be protected
by encasement in metal conduit. Installations may use existing conduit utilized by the present Vendor when available.

3.2.4.1 Armored
Stations must be armored, coinless phones designed for use in correctional facilities. Telephone stations must include
stain resistant metal casing, metal armored handset cord, armored handset, moisture resistant keypad and concealed
fittings to prevent inmate tampering. Coin phones or phones requiring local power are not acceptable. Phones must be
dumb stations with a minimum of electronics. Intelligence must reside within the ICP
3.2.4.2 Handset
Telephone handset must be protected from puncture by metal grids placed directly over each transmitter and receiver.
Page 19 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
3.2.5

Postings
Basic telephone operation instructions must be posted within 12” of each phone. Posting shall be in English, Spanish
and French. Sample posting is provided in Attachment B.

3.2.6

System Functional Requirements

3.2.6.1 Automated Operations
The ICP must provide fully automated collect calling without the ability to access a live operator. All calling services
shall be completely automated, not allowing human interface with operators or call attendants. The Vendor shall assure
that no operator assistance services (0+ dialing) may be accessed. The Vendor must assure that no directory assistance
services may be accessed.
3.2.6.2 Voice Prompts
The ICP shall offer clear and concise voice prompts in English, Spanish and French. English will be the default prompt.
Inmates shall be able to select the desired language via prompts. Voice prompts must be given in short sentences with
meaningful instruction for operation of the system. Beeps, tones, and other non-voice sounds shall not be permitted as
substitutes for voice instructions, except when standard sounds such as dial tone, ringing, busy signals, on hold and
intercept tones are appropriate. Phone signs, printed hand-outs, and video-training tapes are not an acceptable
alternative to a complete range of voice prompts and messages.
3.2.6.3 Fraud Control
The ICP must include the following fraud control features:
3.2.6.3.1 PIN
System must require successful entry of a valid personal identification number (PIN) to provide positive identification
of the inmate seeking access to the system, prior to call dialing. Prompts to verify PIN inputs must require DTMF
verification within 15 seconds of request. Callers shall be allowed only two chances to enter a correct PIN before being
disconnected. PIN numbers shall be variable in length, set per DOC requirements. Current consideration is to utilize
inmate DOC numbers as the identifying PIN. Maximum length shall be a minimum of 20 digits.
3.2.6.3.2 Switch-hook Detection
The system shall constantly monitor the inmate phone for attempts to manipulate the switch-hook in order to bypass
system controls. Any such attempt will result in call disconnection. At no time will the inmate reach outside dial tone
or operator assistance. Call detail reports must reflect reason for disconnect. Detection sensitivity must be adjustable to
defer premature disconnect due to noisy connection.
3.2.6.3.3 Third Party Conference Call Detection
Third party conference call detection limiting the possibility of call conferencing and call forwarding. Detection
sensitivity must be adjustable to defer premature disconnect due to noisy connection.
3.2.6.3.4 Voice Overlay Recording
System must provide voice overlay recording alerting called party that they are speaking to an inmate from a
correctional facility. Overlay recording must be provided at initial contact with called party and played randomly
during call duration. Volume must be remotely adjustable by the State or Vendor system administrators to insure that
volume is consistent with telephone receiver volume.
3.2.6.3.5 Incoming Call Block
The ICP must not respond to incoming ringing on any of its lines used for placing outbound inmate collect calls. No
signaling or ringing of the inmate station phones shall result from an incoming ring on a line.
3.2.6.3.6 Sound Path Blocking
The ICP must block the audio path to the inmate phone during call placement and during the time when the ICP is
requesting acceptance of the collect call charges. During audio blocking, the inmate shall be given call progress tones
to indicate that the call is being connected until such time as positive acceptance or rejection is detected.
3.2.6.3.7 Call Blocking
The ICP must provide call blocking upon dialing based upon an administratively defined set of telephone numbers.
Blocking shall be defined by the NPA, individual digits or exchanges as selected by the system administrator (i.e. 800
numbers, 900 numbers, etc.). At a minimum, call blocking must be provided for up to 100,000 specified telephone
numbers. This feature must be remotely programmable.
Page 20 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
Calls shall be restricted to collect calls only. Inmates shall be prohibited from dialing: 900, 911, 411, 555-1212, 0-, 00-,
700, 976, 900, 888, 800, 10XXX, 950, in order to ensure that there is no possibility of inmate live operator access. In
addition, the system shall be equipped with virtually unlimited capacity for individual blocked numbers which can be
added on-site via one of the administrative terminals.
Calling card services shall not be allowed.
3.2.6.4 Call Duration
Call duration must be controlled per defined length of call. Both called and calling parties will receive a voice message
indicating maximum call duration has been met and that the call will terminate. Time duration must be programmable
by Department of Corrections' personnel in one-minute increments from three to sixty minutes. Maximum call length
shall be determined by the State. The current maximum call duration is 60 minutes.
3.2.6.5 Call Acceptance
The ICP must not deem a call to be accepted until such time as the call recipient acknowledges receipt by dialing a
system recognized digit on a touch tone telephone. The ICP must be able to distinguish such signal from line noise such
as pops or clicks, i.e. as may be created by answering machines.
3.2.6.6 Called Party Block
The system shall allow an automated call block feature, permitting the caller to block their number from being dialed in
the future. The called party simply dials a single digit DTMF code once the message that the call received is from an
inmate facility and the calling inmate name is played. A record is generated and the system administrator is notified of
the blockage. The system automatically blocks the call. The administrator may change the denial operation at any time
via the administrative terminal.
3.2.6.7 Investigation Call
The system shall not charge for calls from inmate telephone to an anonymous call number for investigative purposes.
This call shall not require the use of voice identification or PIN, but shall be recorded.
3.2.6.8

On Hook Verification
The system must require that the inmate hang up following each call in order to place another call. When the first call is
complete, the phone becomes inoperable until it is placed on-hook again.

3.2.6.9 Station Disconnect
The system shall be provided with two methods to quickly shut down all telephones during an emergency. The facility
will be equipped with manual hand operated cut off switches and software controlled disconnect. The manual switches
shall override any electronic or preprogrammed on-off parameters. Switches shall be installed in a controlled area
(Presumably the Control Room if not currently installed and available.). An officer from The State of New Hampshire
Department of Corrections shall be enabled to shut off individual phones, all phones in a POD or all phones at the
facility with mechanical switch(s). Software controlled switching shall be accessible from Administrative/Investigative
PCs.
3.2.6.10 Pulse Dial/DTMF Call Acceptance
The system shall offer both rotary and touch tone call acceptance. Voice recognition alone is not an acceptable
alternative, but may be used in conjunction with the vendor services.
3.2.6.11 Call Sequence
This section defines the sequence of events for an inmate call.
Caller lifts handset.
Caller receives a repeated message to choose between English, Spanish or French, each in the appropriate language.
Caller receives repeated message to enter a Personal Identification Number (PIN).
Caller enters PIN number.
Caller receives repeated message to indicate that number entered was number desired. Caller presses a DTMF key to
continue the call, or a different key allowing the caller to re-dial the number.
Caller receives message to state his name.
Caller states his name.
Message is played to the caller, indicating an acceptance or rejection of the call attempt. If the ID is rejected, the phone
will be disconnected.
Inmate dials number.
Receiving party telephone rings.
Page 21 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
Receiving party answers call.
Receiving party hears a message in English, Spanish and French indicating that this is a call from a correctional
institution located in Berlin, New Hampshire (or other proper prison location) and, plays the voice recorded name
of the inmate, and provides information on how to accept or reject the caller. The calling party is not cut through
until the call is accepted. The caller only hears a repeated message that his call is being processed. The system
shall allow the called party to interrupt the receiving party message at any time once the instruction is recognized
by accepting or rejecting the call. Rejected calls shall not be billed by the vendor.
Inmate receives message that his call is either connected and he hears the called party or that his call is rejected, in
which case the call is immediately terminated. Both parties hear a message that the conversation is subject to
monitoring and being recorded. All messages up to this point shall be repeated twice prior to hang-up.
Every six seconds throughout the call the inmate hears a recording tone and randomly the called party receives a
message that the call has been placed from a correctional institution.
3.2.6.12 Call Detail Reporting and Storage
The ICP must provide onsite storage of call detail information. Other requirements include the following paragraphs.
3.2.6.13 Capacity
Active storage capacity of up to 6 months of call records on hard disk or equivalent media. This is inclusive of call
detail records and actual voice recordings. Ability to transfer call records to any Administrative/Investigative PCs as
provided by the Vendor. Connection to the State computer network is not a requirement. Vendor shall provide
computer, hard drive, software and interface to Vendor network to insure 24-hour operation enabling simultaneous
access from any Administrative/Investigative PC. Back-ups shall be performed weekly. All records older than 6 months
shall be routinely backed-up tape, CD or other permanent record media.
3.2.6.14 Call Backup
Calls shall be backed up hourly with indefinite retention of call details and voice track in the event of power failure.
3.2.7

P-02 Grade of Service
The system shall maintain an operating performance appearance to the user of a P-02 grade of service or better,
reflecting telephone calling availability for 98 out of 100 call attempts from any single telephone, regardless of the
number of telephones, vendor facilities, applications or users. This intent of this item is not to define the vendor’s
physical facility or mode of operation, only the end user call performance. If the vendor fails to meet this requirement,
upgrades to facilities will occur until acceptable operation is noted.

3.2.8

Automatic Trunk Disable
Vendor must utilize automatic trunk and channel disable for failed trunks and transmission channels. A failed trunk
shall not inhibit the use of any telephone.

3.2.9

Out-Dialing
Outside of any digits required by the requested security measures, any proposed service shall not require the dialing of
additional digits beyond the one (1) and the ten digits (three digit NPA, three digit NXX, and four remaining digits of
the number) normally dialed for North American calling. Use of dial-around carrier selection shall be restricted.

3.2.10

Administrative / Investigative PC Specifications
The Vendor shall provide a minimum of eleven (11) administrative / investigative PCs for State employee use. Six (6)
shall be located at the Department of Corrections facility on 281 North State Street in Concord, one (1) at the State
Prison for Women located on 317 Mast Road in Goffstown, two (2) at the office of State Police located on 33 Hazen
Drive, Concord, and two (2) at the Northern New Hampshire Correctional Facility in Berlin or alternate locations.

3.2.10.1 Hardware Requirements
All locations shall be networked to allow monitoring and restoration of records from any Administrative/Investigative
PC. The primary use of these PCs shall be for State investigator staff. All PC work stations shall be industry standard
equipment, including the following minimum specifications:
Current Vintage Processor
CD Read/Write Drive
500GB Hard Disk Drive
Integrated Ethernet Network Interface
3 Button Wireless Optical Mouse with Scroll
Wireless Keyboard
4 GB RAM
Page 22 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
Current Windows Operating System
24” Flat Panel Color Monitor
Laser Printer with Print Cartridges
PCs must include all additional hardware or software required to network all PCs, read current inmate telephone call
record detail files and meet all functional requirements of this document. Vendor shall maintain and repair any failed
hardware or software throughout the duration of any resulting contract.
3.2.10.2 Networked Service
Administrative / Investigative PCs shall be networked with services at all State prison locations, allowing access to data
at any location from any terminal. All costs for related services shall be paid by the Vendor. (This requirement does not
include network connectivity to the Department of Corrections WAN.)
3.2.10.3 Functional Requirements
Vendor equipment shall allow the following feature operations with programming and monitoring features available
through any vendor provided Administrative/Investigative PC at any State location:
Access to any call record and voice call recording of inmate telephone services at any location;
Access to call record database files on a call by call basis;
Access to call record database files on a per inmate basis (PIN number look-up);
Access to all inmate data including name, allowed numbers and disallowed numbers;
Real time system monitoring of voice conversations and call records. Call records may be available only after the
completion of calls.
Ability to record call conversations on CD in an audio format, to be played on common commercial music CD
players;
Secure access through multiple passwords with a lock-out feature restricting access;
Management of inmate PIN codes and allowed called numbers; inmates shall have a set selection of called numbers
as allowed by the DOC and system programming;
Report capabilities of call detail reports by number called, date, time, caller PIN and originating telephone;
Viewing and printing of call detail records;
Real time update of call block and acceptance lists;
Real time ability to disable and enable phone operation on an all phone or per phone basis;
Ability to automatically scan recorded calls for key words and phrases and have the administrative terminal receive
a prompt for the call to be reviewed based upon the detection of those words and phrases in a conversation;
Data entry and retrieval of records in ASCII and MS Excel/Access compatible file formats;
Silent monitoring and recording of each call, with a time and date stamp at the point of recording. Recording shall
begin with the detection of an off-hook condition by the called party. Recorded calls must be easily retrievable and
achievable on audio compact disks;
Monitoring provided on a per call, dialed number, all trunk, scanned trunk or on demand basis; monitoring may be
done on either live or previously recorded calls;
Investigator notification via out-dial pager number or telephone number for watched call dialing (inmate dialing of
defined telephone number or dialing by inmate per PIN).
Continuous recording of all telephone calls. The vendor shall provide a sufficient number of compact disks to
allow recording of voice calls over a period of 30 days at each Administrative/Investigative PC site location. Disks
shall become the property of the Department of Corrections once recorded.
3.2.10.4 Administrative/Investigational PC Training
Onsite training shall be provided for up to ten (10) Administrators/Investigators using the PCs. Training shall take
place at each facility with Administrative/Investigational PCs. Training shall include operation and operator/user
maintenance of all equipment supplied. Training shall take place one week prior to system turn-up, the day of turn-up
and 14 days thereafter to insure a thorough understanding of the equipment by prison employees. Training shall take
place during each of three daily shifts as defined by the Department of Corrections. Each administrator shall be
provided complete sets of training material including manuals and other materials. Items covered shall at a minimum,
each of the following items:
Administrative Terminal Operations;
Reporting Options and Queries;
Inmate call process;
Communicating PIN assignment/change requests to administrators;
Trouble reporting procedure;
Page 23 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
Emergencies Operations– phone shutdown, reporting, services.
3.2.11 On Site Personnel
The Vendor shall provide an employee located at the Prison for Men campus in Concord and the Northern New
Hampshire Correctional Facility in Berlin (or alternate designated State location) to provide operational and
maintenance support for the inmate telephone system. Employees must be present 40 hours per week from 8:00 am to
4:30 pm. Operational support shall include, but not be limited to, data entry for the establishment of new inmate
accounts, programming of calling privileges and call restrictions, collecting and inputting voice samples of the inmates
for identification and tracking purposes, entering and adjusting inmate personal identification numbers (PIN) and
training Corrections staff in the use of the Administrative / Investigative terminals (PCs). Personnel must be
immediately accessible by e-mail, fax and telephone.
3.2.12 Department of Corrections Personnel Training
Vendor shall provide onsite training of system functional operations for groups of up to ten (10) correctional staff
immediately before and after system installation. Classes shall be a minimum of two hours each, and be provided for
each of the three employee work shifts. A minimum of two classes shall be held for each shift at the discretion of the
Department of Corrections administration. Topics to be covered shall include:
Inmate call process;
Communicating PIN assignments and change requests;
Trouble reporting procedures
Complaint procedures;
Emergency operations including telephone shutdown, reporting and service issues.
Additional training shall be available on an as needed basis to allow training of additional State staff at any time during
the contract.
3.2.13

Inmate Complaints
The Vendor shall accept and address complaints from inmates who have attempted to use telephones and failed to be
able complete calls due to any issue. Vendor must utilize complaint forms similar to the sample presented in
Attachment C Sample Inmate Telephone Trouble Report.

3.2.14

Acceptance Testing
Acceptance testing shall be performed by the Vendor in the presence of the Department of Corrections personnel and/or
their designated representative(s). Any failed service or service feature must be corrected within the timeframes
stipulated in paragraph 3.1.29 Repair and Monitoring Practices. In all cases, equipment must be complete and fully
functional on the date indicated in paragraph 1.17 Schedule of Events noted as “Installations Complete and Fully
Functional”.

3.2.15

Onsite Inspections
Vendor shall conduct site visits once per week to perform system inspections and make all repairs as necessary to
maintain equipment to contract specifications. Responses to trouble calls may constitute a site visit for the week
providing all equipment on the site is inspected and additional repairs are made as necessary.

3.2.16

Invoicing
Vendor shall directly invoice service users based upon the called party number. All costs quoted in Attachment A
shall be maintained. The State shall not be responsible to pay for, or maintain any service, including maintenance and
support. In all cases, the Vendor shall be the primary contact for all service issues.

3.2.17

Prepaid Calling and Debit Services
Vendor shall offer discounted call services through a prepaid call and/or debit calling service. Vendor must establish
and maintain all such accounts as requested by customers at the Vendor’s expense. Vendor shall be responsible for all
communications with customers. In all cases, only costs defined in Attachment A Pricing shall apply. No additional
surcharge, one time purchase charge, account set-up fee or other related fees shall be charged for this service.
Vendor shall allow called parties to pre-pay for calls received by them from inmates, or assigned to inmate accounts for
calls to selected parties. Vendor shall offer discounted prepaid call services through a prepaid debit system. Vendor
must establish and maintain all such accounts as requested by customers at the Vendor’s expense. Vendor shall be
responsible to contact any such customers regarding service operation and terms. In all cases, no additional surcharge,
one time purchase charge, account set-up fee or other related fees shall be charged for this service. Only usage and call
origination fees are applicable.
Page 24 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
Prepaid services shall be available in denominations of $25.00, and shall allow balances as low as $25.00 or less.
Vendor shall not add any additional charge for minimum balance accounts. Users shall not be charged to set-up or
maintain accounts.
All accounts shall be created within the next business day of the receipt of payment from the customer.
Automated system balances shall be provided by the vendor in order to allow customers to determine remaining account
balances. Service shall be available 24 hours per day, 7 days per week.
Accounts shall be terminated immediately when requested by a customer, with remaining balances forwarded to
customers within 30 calendar days of customer request.
Prepaid and debit calling services shall be only allowed at the discretion of the State. Vendor must obtain State
approval prior to implementing any such services. Services shall be modified to meet State requirements prior to
approval and implementation.
All prepaid calling and debit service calls shall be included in call reports provided to the State.
In all cases, the Vendor shall be the primary contact for all service issues.
3.2.18

Security Software/Features
Vendor service shall incorporate the following services.

3.2.18.1 Biometric Inmate Identification
System shall identify inmate telephone user by means of a voice print. Obtaining voice print reference recording and
maintaining database shall be the responsibility of the vendor. Voice print shall be used to identify caller, verify
telephone user, and search call recording. Inmates shall be identified when initiating calls both by a PIN number and by
their voice print. It is not necessary to continually monitor the telephone conversation in order to verify the inmate
during the call. Voiceprints shall be available to investigators when searching through recorded calls and electronically
identifying inmates in recordings.
3.2.18.2 Call Record Mining
A complete feature set of investigative tools allowing review and search of call activities based on a number of criteria
including spoken words, dates, times of call, call location and other criteria.

3.3

Visitor Intercom Phones
Vendor shall provide seven (7) complete pairs (two phones per pair) of visitor intercom phones meeting the same
specifications as those defined in paragraphs 3.2.4 Telephones, and related paragraphs. Exception shall be the length of
the telephone cord, allowing enough length to allow users at a sit down visitation to easily use the phones. All other
telephone characteristics of inmate phones including call recordings and data search capabilities shall be included with
the visitor intercom services. There shall be no charges for the installation or use of visitor intercom phones.
Three (3) sets of intercom phones shall be provided in the Secure Housing Unit and four (4) sets of intercom phones
shall be provided in the visitor’s area of the NH State Prison for Men facility.

3.4

Pay Telephone Requirements
Pay Telephone Services as required at State owned or managed locations including office buildings, leased facilities,
parks, and park and ride locations as noted in Attachment F. The Vendor shall be responsible to provide reports on
telephone location, equipment used and telephone line/circuit number used to provide services. Report shall be due
within 14 days after installation with updates provided whenever changes are made. The vendor shall not be
responsible to negotiate leases for the required space to mount telephones. Service requirements include all
requirements noted in paragraph 3.1Common Requirements and associated subparagraphs, in addition to the following
paragraphs.

3.4.1

Stations
Each telephone station must be self-contained. Stations must be designed for use in high traffic areas. Telephone
stations must include stain resistant casing, metal armored handset cord, moisture resistant keypad and concealed
fittings to prevent tampering.

Page 25 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
3.4.2

Postings
Basic telephone operation instructions with call costs must be posted within 12” of each phone. Posting shall at a
minimum, be written in English, French and Spanish. Sample posting is provided in Attachment B.

3.4.3

Operator Interface
Service must allow access to operator assistance and directory assistance.

3.4.4

Non-Call Blocking
The service must allow calling to any Local Exchange or area code. Calls must not be restricted by to LEC, CLEC,
OCC or reseller of called location.

3.4.5

911 Access
Telephones must allow direct access to 911 emergency dialing without insertion of payment. No additional digits shall
be required other than 911 to reach emergency services. Service must also allow dialing of any additional 911 service
without restriction.

3.4.6

Telephone Support
Vendor must provide toll free dial up telephone number(s) for 24 hours per day, 365 days per year support of all
services.

3.4.7

System Failures
The Vendor shall accept trouble reports from users and State contacts regarding the improper operation of telephones,
failure of call completion or feature operations.

3.4.8

Call Complaints
The Vendor shall accept complaints from called parties regarding failure of call completion for any and all reasons.
This shall be inclusive of complaints due to lack of payment, location of called party service, Local Exchange Carrier
(LEC) or Long Distance Carrier (LDC).

3.4.9

Credit for Faulty Call Transmission
Credit for calls shall be issued when a caller attempts to place a call, does not get connected, and yet is billed; or when a
call is terminated within 30 seconds of call initiation due to substandard transmission quality. Vendor shall reimburse
costs of failed calls directly to users.

3.4.10

Toll Free Access
Vendor must allow access to toll free services without restriction.

3.4.11

Operational Date
All services shall be scheduled in advance of cutover or installation. The Vendor shall clearly and concisely identify
procedures and time schedules prior to service. All telephones and services shall be installed and operational on or
before April 1, 2013. Any additional telephones shall be installed within 14 calendar days of request by the State.

3.4.12

Service Interruptions
The Vendor shall notify the Telecommunications Section of any modifications or interruptions of service during the
implementation, installation of or repair of any service. All scheduled interruptions shall be coordinated with the State
contact person five business days prior to scheduled interruption. The Vendor shall be required to coordinate all
activities with existing vendors in order to maintain a smooth transition of service. Vendor shall insure that no
telephone bank shall be left without one operating telephone. Any single telephone will not be left without service for
more than 24 hours.

3.4.13

Telecommunications Devices for the Deaf
Vendor shall abide by all requirements of the current International Building Code (IBC) including the installation of
Telecommunications Devices for the Deaf (TDD) at railroad and bus terminals and housing units.

3.4.14

Incoming Calls
The vendor shall allow up to 25% of all pay telephones to accept incoming calls at no charge. The Vendor may limit
incoming call duration to ten (10) minutes or more per call. The State shall define which phones require this service.

3.4.15

Printed Telephone Directory
The Vendor shall provide and install a Local Exchange telephone directory attached to the telephone fixture at each
telephone installed. Directory shall be that of a local telephone directory provider.
Page 26 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

4

STAFFING

4.1

State Personnel
The State shall assign a project manager to work with the Vendor to address all contractual issues.

4.2

Vendor Personnel
Vendor shall assign capable personnel, knowledgeable of the Vendor software, hardware and Internet access service to
facilitate all aspects of this Bid. Account Management and On Site Administrators shall be available during State
business day hours of 8:00 a.m. to 4:30 p.m. Eastern Standard Time. All other Vendor support personnel shall be
available 24 hours per day, 7 days per week. Vendor personnel shall abide by all DOC policies inclusive Attachment
G Inmate Access to Telephone System.

4.2.1

Account Management
The Vendor shall provide a primary Account Manager to work in conjunction with the State and any other Vendor
regarding the installation or delivery of services and equipment. The Account Manager shall be responsible to review
all contract requirements and ensure that all terms and conditions are enforced. Manager shall accept additional service
orders, verify billing, adjust billing errors, verify payment, regulate, and deliver, required reports. A single point of
contact shall be designated, responsible and accountable for all service and contractual matters.

4.2.2

Technical Support Engineer
Support Engineer shall be responsible for delivering and installing any Vendor supplied hardware and software,
connecting to Vendor equipment, loading software and provide customer support.

4.2.3

Pre-Installation and Post-Installation Technical Support
The Vendor shall provide Technical Support personnel qualified to support and troubleshoot all Vendor equipment and
services. The representative must be trained in conducting site visits to ensure proper installation and provisioning.
Personnel must maintain equipment manufacturer and BICSI certification. Post Installation Support personnel must be
trained in the continued operational support of all services provided by the Vendor.

4.2.4

Additional Security Review
Any Vendor or sub-Vendor personnel subject to security review must provide to the State, reports indicating any arrests
or contact with law enforcement agencies. Notification to the State shall be made prior to the next scheduled return to
duty. Such personnel shall also notify the State if they have any relative or acquaintance under prison supervision.

4.2.5

On Site Administrator
Vendor must provide onsite system Administrators who shall be a Vendor employee trained to operate all functions of
system administration and responsible to input any and all information required for inmate accounts, telephone call
records and recording. The Administrator shall be responsible to implement service changes, system updates and repair
processes. The Administrator will also support Investigators in the operation of the Vendor systems and creation of adhoc reports. Operational support shall include, but not be limited to, data entry for the establishment of new inmate
accounts, calling privileges, call restrictions, collecting and inputting voice samples of the inmates for identification and
tracking purposes, entering and adjusting inmate personal identification numbers (PIN) and training Corrections staff in
the use of the Administrative / Investigative terminals (PCs) and assist investigators in searching or loading files.
Administrator shall abide by all Department of Corrections regulations inclusive of the policy defined in Attachment
G.

4.3

Contacts
Within five (5) days after contract award, the Vendor shall notify the Telecommunications Section, in writing, of the
names, addresses and telephone numbers of the principal contact(s) for:
Trouble-shooting and routine repairs;
Major outage/trouble reports;
Escalation procedures;
Payments and accounting records;
Terms and conditions.
The Vendor shall provide written notice to the Telecommunications Section of any changes of contact personnel and/or
telephone numbers.

Page 27 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
4.4

Security Review
Prior to providing service to the State and entering any State facility, Vendor and/or subcontractor employee must
obtain security clearance from the State. Each employee's name, date of birth and social security number must be
provided to the State. No Vendor employee shall be allowed on a job site without first obtaining such clearance for the
life of any resulting contract and extensions thereof. These terms are inclusive of any subcontractor or other personnel
providing services at State facilities. The determination of acceptance shall be solely the State's decision. The
following security requirements apply:
Employee agreements allowing background checks will be exclusively the responsibility of the Vendor.
The State may require that a Vendor employee be precluded from entry into any facility. The Vendor shall
replace any such employee working at such locations as directed by the State. The State shall not be responsible
to justify this action to the Vendor or Vendor employee.
The Vendor shall provide written notice to the Telecommunications Section of any changes of Vendor employees
providing service to the State, and obtain authorization from the State for acceptance 10 business days prior to
service provisioning by such employee.
All Vendor personnel must comply with the individual State facility security requirements in which they are
performing services under this contract including signing required log in/out forms.
Should installation personnel be rejected by the State, the Vendor must provide replacement personnel
immediately in order to meet assigned installation dates.

4.5

Status of Vendor Employees and Subcontractors
Vendor employees and subcontractors shall be independent of the State in all respects and in no way considered
employees of the State.

4.6

Vendor Employee Reassignment
The State reserves the right to require the Vendor to train, counsel or reassign any personnel (including subcontractors)
whose actions or appearance are not consistent with the standards of the State and in the best interest of the customers
utilizing the Vendor services.

4.7

Picture ID
Vendor shall provide employee picture ID badges including the company name and company contact telephone number
for each employee servicing the State account. The ID shall be worn by all Vendor employees while servicing the
State. The State shall retain the right to disallow service and site access to any employee not displaying an ID badge.
All costs or acquiring such badges shall be solely borne by the Vendor.

4.8

English as a Major Language
All Vendor and subcontractor personnel interfacing with State employees shall be fluent, and able to effectively
communicate, in the English language as commonly used in business. Any Vendor and subcontractor employee who
cannot be understood by State employees will be removed from the State account and replaced with personnel who are
fluent in, and able to effectively communicate in the English language, as commonly used in business.

4.9

Department of Corrections Rules of Conduct
Any Vendor and subcontractor employee working at a Department of Corrections (DOC) location shall abide by the
Rules of Conduct for Persons Providing Contracted Services as defined by the DOC. The following items apply.

4.9.1

Engaging With Prisoners
Engaging in any of the following activities with persons under departmental control is strictly prohibited:
Any contact, including correspondence, other than the performance of services for which the service provider is
contracted to provide;
Giving or selling of anything;
Accepting or buying anything.

4.9.2

Intoxication
Any person providing contract services who is found to be under the influence of intoxicants or drugs will be removed from
facility grounds and barred from future entry to NH Department of Corrections property.

4.9.3

Possession of Contraband
Possession of any item considered to be contraband as defined in the New Hampshire code of Administrative Rules, Part
COR 307 is a violation of the rules and the laws of the State of New Hampshire and may result in legal action under RSA
622:24 or other statutes.
Page 28 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
4.9.4

Emergency Situations
In the event of any emergency situation, i.e., fire, disturbance, et cetera. Vendor employee will follow the instructions of the
escorting staff or report immediately to the closest available staff.

4.9.5

Policy, Rules and Regulations
All rules, regulations and policies of the Department are designed for the safety of the staff, visitors and residents, the
security of the facility and an orderly flow of necessary movement and activities. If unsure of any policy and procedure, ask
for assistance from a staff member before proceeding any further.

4.9.6

Harassment and Discrimination
Harassment and discrimination directed toward anyone based on sex, race, creed, color, national origin or age are illegal
under federal and state laws and will not be tolerated in the work place. Maintenance of a discriminatory work environment
is also prohibited. Everyone has a duty to observe the law and will be subject to removal for failing to do so.

4.9.7

Responsibility to Facility Administrator
During the performance of services the Vendor and their employees are responsible to the facility administrator, and by
virtue of a contract with the State of New Hampshire agree to abide by all the rules, regulations, policies and procedures of
the Department of Corrections and the State of New Hampshire.

4.9.8

Contraband
The possession, transport, introduction, use, sale or storage of contraband on the prison grounds without prior approval
of the Commissioner of Corrections or his designee is prohibited under the provision of RSA 622:24 and RSA
622:25.Vendor and all employees thereof agree to the following DOC definitions of Contraband.
(a) Any substance or item whose possession in unlawful for the person or the general public possessing it including but not
limited to narcotics, controlled drugs and/or automatic or concealed weapons possessed by those not licensed to have
them;
(b) Any firearm, simulated firearm, or device designed to propel or guide a projectile against a person, animal or target;
(c) Any bullets, cartridges, projectiles or similar items designed to be projected against a person, animal or target;
(d) Any explosive device, bomb, grenade, dynamite or dynamite cap or detonating device including primers, primer cord,
explosive powder or similar items or simulations of these items;
(e) Any drug item, whether medically prescribed or not, in excess of a one day supply or in such quantities that a person
would suffer intoxication or illness if the entire available quantity were consumed alone or in combination with other
available substances;
(f) Any intoxicating beverage;
(g) Any tobacco products;
(h) Sums of money or negotiable instruments in excess of $100.00;
(i) Lock-picking kits or tools or instruments on picking locks, making keys or obtaining surreptitious entry or exit;
(j) The following types of items in the possession of an individual who is not in a vehicle, but shall not be contraband
stored in a secured vehicle:
knives and knife-like weapons;
clubs and club-like weapons;
maps of the prison vicinity or sketches or drawings or pictorial representations of the facilities, its grounds or its
vicinity;
pornography or pictures of visitors or prospective visitors undressed;
radios capable of monitoring or transmitting on the police band in the possession of other than law enforcement
officials;
identification documents, licenses and credentials not in the possession of the person to whom properly issued;
ropes, saws, grappling hooks, fishing line, masks, artificial beards or mustaches, cutting wheels or string rope or
line impregnated with cutting material or similar items to facilitate escapes;
balloons, condoms, false-bottomed containers or other containers which could facilitate transfer of contraband.

Page 29 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services
4.9.9

Searches and Inspections
Any person or property on state prison grounds shall be subject to search to discover contraband. Travel onto prison grounds
shall constitute implied consent to search for contraband. In such cases where implied consent exists, the Vendor and/or
visitor will be given a choice of either consenting to the search or immediately leaving the prison grounds. Nothing in this
rule however, prevents non-consensual searches in situations where probable cause exists to believe that the visitor is or had
attempted to introduce contraband into the prison pursuant to the law of New Hampshire concerning search, seizure and
arrest.
All motor vehicles parked on prison grounds shall be locked and have the keys removed. Custodial personnel shall check to
insure that vehicles are locked and shall visually inspect the plain view interior of the vehicles. Vehicles discovered
unlocked shall be searched to insure that no contraband is present. Contraband discovered during searches shall be
confiscated for evidence, as shall contraband discovered during plain view inspections.
All persons entering the facilities to visit with residents or staff or to perform services at the facilities or to tour the facilities
shall be subject to having their persons checked. All items and clothing carried into the institution shall be searched for
contraband.

4.9.10

Confidentiality of Information
The Vendor must abide by all rules, regulations and laws of the State of New Hampshire and the NH Department of
Corrections that relate to the confidentiality of records and all other privileged information. All Contactor agents, acting
through the Vendor organization shall not discuss any confidential or privileged information with family, friends or any
persons not professionally involved with persons under the supervision of the NH Department of Corrections. DOC staff is
fully aware that if they are approached by anyone outside of the NH Department of Corrections’ employ who requests
information, they are to immediately contact their supervisor and the appropriate NH Department of Corrections’ staff. Any
violation of the above may result in contract cancellation and any and all contractual obligations.

Page 30 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

ATTACHMENT A
PRICING

1.

Vendors shall propose service costs based upon a call access fee (fixed cost to complete a call) and per-minute fee (where
applicable). Calls shall be categorized by call termination location as follow:
Local Exchange Calling: Calls made within the local exchange of the telephone, consistent with services provided by
the current Local Exchange Carrier for that location. Only an access fee shall be charged for the first five minutes
of calling. Access fee shall not exceed $.50 for pay telephone and $1.20 for inmate telephone calls. Per minute
fees after the first five minutes of calling shall not exceed $.10 for either service.
Intra-LATA (In-State) Calling: Calls within the 603 (LATA) area code considered as all of geographic New
Hampshire. Vendors may charge access fee and per minute rates. Access fee shall not exceed $.50 for pay
telephone and $1.20 for inmate telephone calls. Per minute fees shall not exceed $.15 for either service.
Calling to Areas within the United States: Calls to anywhere in the contiguous United States. Vendors may charge
access fee and per minute rates. Access fee shall not exceed $.50 for pay telephone and $1.50 for inmate telephone
calls. Per minute fees shall not exceed $.25 for either service.
Non-Contiguous US State Calls: Calls outside of the contiguous states of the United States shall be the lowest
charged to any customer by the bidder for calls of same type to that same location. No additional rates other than
that charged per prevailing law in the country of call termination shall be charged.
Pay Telephones Only:
Maximum rate to establish a collect or third number charge call: $1.50. Maximum per minute fee is $.25.
Maximum rate to establish a person to person call: $3.55. Maximum per minute fee is $.25.
Maximum rate to establish a toll free number call or a calling card call: $1.00

2.

Proposed rates shall be exclusive of state and federal taxes, PUC or FCC charges and, charges of other regulating
government agencies. Quoted rates shall include all other call costs, and be fixed for the duration of the contract. Failure to
comply with these requirements shall constitute default under any resulting contract.

3.

Per minute rates charges shall be based upon chargeable time. In all cases, chargeable time begins when the call connection
is established between the calling telephone and the called telephone. On person to person, third party and collect calls,
chargeable time begins when connection is established between the calling person and the particular person or station
specified by the caller. Chargeable time shall end when the calling telephone hangs up thereby releasing the network
connection. If the called telephone hangs up but the calling party does not, chargeable time shall end.

4.

Call establishment costs shall only be charged for completed calls to the intended telephone or party. No charges shall result
from incomplete or unanswered calls. Calls resulting in connection to answering machines, voice mail or similar services
shall be billable if reached from a pay telephone. Inmate telephone charges shall not result due to the positive call
acceptance requirements defined within this bid.

5.

The Vendor shall provide pay telephone services located throughout the state with a fixed 20% commission
paid to the state based upon gross charges, exclusive of federal FCC, PUC or other Government imposed fees, taxes or
charges. No payments shall be due the Vendor by the State. All fees for services shall be charged to parties for receiving or
initiating calls.

6.

The Vendor shall make monthly payments to the Department of Corrections for inmate services at Department
of Corrections' locations based upon the following table.
Months from Contract Initiation

Start/End Dates

Monthly Payment
to State

1 through 24
25 through 36

April 1, 2013 through March 31, 2015
April 1, 2015 through March 31, 2016

$27,000
$29,000

Page 31 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

ATTACHMENT A
PRICING
(Continued)
7.

Payments shall be made to the State based on service month, starting on the 1st of the month, ending on the last day of each
month (i.e. April 1 through April 30 , May 1 through May 31, June 1 through June 30 , etc.) per the following schedule.
Report dates listed in the final contract may be different than those listed based upon vendor monthly cycle date. If the
given dates do not fall on the vendor monthly cycle date, the vendor shall provide prorated payment based upon the number
of days of service in the given month (i.e. for the month of August in the first year of contract with 8 days of service
provided, payment would be 8/31 x $20,000 = $5161.29) at the beginning and end months of the contract.
Service Dates
April 1 through April 30
May 1 through May 31
June 1 through June 30
July 1 through July 31
August 1 through August 31
September 1 through September 30
October 1 through October 31
November 1 through November 30
December 1 through December 31
January 1 through January 31
February 1 through February 29
March 1 through March 31

8.

Payment Due Date
May 31
June 30
July 31
August 31
September 30
October 31
November 30
December 31
January 31
February 29
March 31
April 30

Inmate Telephone payments shall be made by check, payable to:
State of New Hampshire, Department of Corrections, Division of Administration
105 Pleasant Street
PO Box 1806
Concord NH 03302-1806.

9.

Pay Telephone commission payment address shall be determined by “owner” of telephone service. Currently, commission
payment for telephones within State Park areas shall be by check, payable to:
State of New Hampshire, Department of Resources and Economic Development
Office of the Commissioner
172 Pembroke Road
Concord, NH 03302-6312.
Commission payment for pay telephones outside of Park areas shall be by check, payable to:
State of New Hampshire, Department of the Treasury
c/o Department of Administrative Services, Telecommunications Section
Room 408
25 Capitol Street
Concord NH 03301-6312.
Commission check delivery location may change dependent upon alterations in State policy or legislation.

10. The State shall not be responsible for Vendor travel expenses inclusive of, but not limited to, airfare, hotel, meals, rentals,
automobile mileage or out of pocket expenses.
11. Visitor intercom phones as defined in paragraph 3.3 Visitor Intercom Phones shall be provided at no cost. Usage charges
shall not apply.
12.

All items covered under this bid shall be delivered as the responsibility of the Vendor and at no direct cost to the State.

Page 32 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

ATTACHMENT A
PRICING
(Continued)

13. COST OF SERVICES
The Vendor shall provide Inmate Telephone and Pay Telephone services based upon the following prices. Both inmate and pay
telephone services must be proposed. No payments shall be due the Vendor by the State.
Vendor proposes to provide services during any time of the day based on the following pricing.

RESPONSE TABLE INSTRUCTIONS:
Enter your “Cost per Call” and “Cost per Minute” for each “Call Type” in each of the three tables.
Multiply the “Number of Calls” times your “Cost per Call” and “Number of Billed Minutes” times your “Cost per Minute”, add
the two amounts together and enter total into the “Total Service Cost” column for each “Call Type” in each table.
Add the three “Total Service Cost” amounts in from each line in the table to provide a “Total Cost” amount for each table.
Add the three “Total Cost” amounts from each table and enter that amount in the “TOTAL COST OF SERVICES TABLE 1,
TABLE 2 & TABLE 3” field which follows the three tables.

RESPONSE TABLES
TABLE 1
INMATE TELEPHONE COLLECT CALL SERVICES

Call Type

No. of Calls

Local
Exchange

2,817

Intra-LATA

29,224

Inter-LATA

12,943

No. of Billed
Minutes

Cost per Call

Cost per Minute

$________________
($1.20 Maximum
Quote)

$________________
(First 5 minutes, no
charge; $.10
Maximum Quote for
Additional Minutes)

$________________
($1.20 Maximum
Quote)

$________________
($.15 Maximum
Quote)

$________________
($1.50 Maximum
Quote)

$________________
($.25 Maximum
Quote)

38,068

405,941

211,193

TOTAL COST

Page 33 of 49

Total Service Cost

Bid No. 1483-13 Inmate and Pay Telephone Services
TABLE 2
INMATE TELEPHONE DEBIT CALL SERVICES

Call Type

No. of Calls

No. of Billed
Minutes

Local
Exchange

78,214

1,031,860

Intra-LATA

584,240

5,923,288

Inter-LATA

215,383

2,626,392

Cost per Call

Cost per Minute

$________________
($1.20 Maximum
Quote)

$________________
(First 5 minutes, no
charge; $.10
Maximum Quote for
Additional Minutes)

$________________
($1.20 Maximum
Quote)

$________________
($.15 Maximum
Quote)

$________________
($1.50 Maximum
Quote)

$________________
($.25 Maximum
Quote)

Total Service Cost

TOTAL COST
TABLE 3
PAY TELEPHONE CALL SERVICES

Call Type

No. of Calls

No. of Billed
Minutes

Local
Exchange

45,768

331,968

Intra-LATA

10,872

42,084

Inter-LATA

3,516

7,620

Cost per Call

Cost per Minute

$________________
($.50 Maximum
Quote)

$________________
(First 5 minutes, no
charge; $.10
Maximum Quote for
Additional Minutes)

$________________
($.50 Maximum
Quote)

$________________
($.15 Maximum
Quote)

$________________
($.50 Maximum
Quote)

$________________
($.25 Maximum
Quote)

TOTAL COST

TOTAL COST OF SERVICES TABLE 1, TABLE 2 & TABLE 3
Page 34 of 49

Total Service Cost

Bid No. 1483-13 Inmate and Pay Telephone Services

ATTACHMENT B
SAMPLE POSTING

INMATE TELEPHONE SERVICES

DIALING INSTRUCTIONS

ATTACHMENT
Pick up phone C
Press
1 for English
SAMPLE PAY
POSTING

Press 0 to make a call or 1 for instructions
Enter identification #; Dial 0 + Area code + number
PAY TELEPHONE SERVICES
INSTRUCCIONES PARA MARCAR
Levante el telefono
Para Espanol marque 2
Para una llamada de cobrar marque el 0 o marque 1 para instrucciones
Marque su numero de identificacion, marque 0 y la area de codigo y numero de telefono
LE CONSIGNE SELECTIONNANT
-Decroché le télèphone
Pressé numero 3 pour Francais
Pressé numero 0 pour frais virés où Pressé numero 1 pour des instructions
Entré l’ identification #, choisi 0 + Indicatif + Le Nombre

Page 35 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

ATTACHMENT C
SAMPLE INMATE TELEPHONE TROUBLE REPORT
Campus:
Report: Date:

Time:

Person Filing:

Location of Phones(s) Experiencing Trouble:

Description of Trouble:

PRIORITY LEVEL 2
(4 hour response after notification)
One entire housing area (full telephone bank) is not operational

TO BE COMPLETED BY CONTRACTOR
Description of Repair to Correct Problem:

Date Tech on Site:

Time Tech on Site:

Date Trouble Cleared:

Time Trouble Cleared:

Tech Signature:

Form shall be provided in duplicate.
One copy to remain with site contact.
One copy to be retained by Vendor.

Page 36 of 49

Bid No. 1483-13 Inmate and Pay Telephone Services

ATTACHMENT D
(Intentionally Left Blank)

Page 37 of 49

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT E
REQUIRED REPORTS
SAMPLE VENDOR REPORTS FOR TELEPHONE USAGE
SAMPLE REPORT #1
STATE OF NEW HAMPSHIRE INMATE SERVICES
SUMMARY OF COSTS BY LOCATION
April 1, 2013 through April 30, 2013

Location

No. of Phones

Income

FCC Charges
and Taxes

Average Income per Phone

Concord State
Prison for Men
Campus
Goffstown
Women’s Prison
Berlin Northern
New Hampshire
Correctional
Facility
Totals

SAMPLE REPORT #2
STATE OF NEW HAMPSHIRE INMATE SERVICES
SUMMARY OF CALLS BY LOCATION
April 1, 2013 through April 30, 2013

Call Type

Gross Revenue

FCC Charges
and Taxes

Local
Collect
Prepaid
Debit
Intra-LATA
Collect
Prepaid
Debit
Inter-LATA
Collect
Prepaid
Debit
Page 38 of 49

No. Calls

No. Minutes

Bid No. 1483-13

Inmate and Pay Telephone Services

Interstate
Collect
Prepaid
Debit
Mexico
Collect
Prepaid
Debit
Canada
Collect
Prepaid
Debit
Bill to Can.
Collect
Prepaid
Debit
International
Collect
Prepaid
Debit
International
Collect
Prepaid
Debit
Intl. origin
Collect
Prepaid
Debit
Other CDR
Collect
Prepaid
Debit
Total:

Page 39 of 49

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT E
REQUIRED REPORTS
SAMPLE VENDOR REPORTS FOR TELEPHONE USAGE
(Continued)

SAMPLE REPORT #3
This report must be available for each State prison.

STATE OF NEW HAMPSHIRE INMATE SERVICES
SUMMARY OF SERVICES FOR CONCORD PRISON FOR MEN CAMPUS
April 1, 2013 through April 30, 2013

Call Type

Gross Revenue

FCC Charges
and Taxes

Local
Collect
Prepaid
Debit
Intra-LATA
Collect
Prepaid
Debit
Inter-LATA
Collect
Prepaid
Debit
Interstate
Collect
Prepaid
Debit
Mexico
Collect
Prepaid
Debit
Canada
Collect
Prepaid
Debit
Bill to Can.
Collect
Page 40 of 49

No. Calls

No. Minutes

Bid No. 1483-13

Inmate and Pay Telephone Services

Prepaid
Debit
Bill to Can.
Collect
Prepaid
Debit
International
Collect
Prepaid
Debit
Intl. origin
Collect
Prepaid
Debit
Other CDR
Collect
Prepaid
Debit
Total:

Page 41 of 49

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT F
PAY TELEPHONE LOCATIONS
All Locations are Subject to Change
TELEPHONE
NUMBER

CUSTOMER AGENCY

ADDRESS_1

6039895986

HHS

393 HIGH ST

6039645863

RESOURCES & ECON
DEVEL,DEPT OF

27 OCEAN BLVD

6039341021

JUDICIAL BRANCH

7 HANCOCK
TERRACE

6039299935

LIQUOR COMMISSION

INTERSTATE 95

6039299934

LIQUOR COMMISSION

I-95 N - MILE
MARKER 3.8

INTERSTATE 95

HAMPTON

6039290228

TRANSPORTATION,
DEPT OF

1 TIMBER SWAMP
RD/EXETER RD

PARK & RIDE /
HAMPTON OFF
RTE 27

HAMPTON

6039269166

TRANSPORTATION,DEPT
OF

INTERSTATE 95

HAMPTON

6039269135

LIQUOR COMMISSION

INTERSTATE 95

HAMPTON

6039264775

LIQUOR COMMISSION

I-95 N - MILE
MARKER 5.8
I-95 S - MILE
MARKER 4.2
I-95 S - MILE
MARKER 4.2

INTERSTATE 95

HAMPTON

6038981363
6038939072
6038933747
6038899543
6038806122
6038682416
6038239973
6038239537
6037880916
6037839906
6037839659

ADDRESS_2
GLENCLIFF HOME,
BENTON NH
NORTH HAMPTON
BCH GRAY BLDG
FRANKLIN
DISTRICT COURT
NORTHBOUND
LIQUOR STORE
LEFT

CITY
GLENCLIFF
NORTH
HAMPTON
FRANKLIN
HAMPTON

TRANSPORTATION,
DEPT. OF
TRANSPORTATION,
DEPT OF
TRANSPORTATION,
DEPT OF
REGIONAL COMM TECH
COLLEGE
JUDICIAL BRANCH
UNH TRAIN STATION
RESOURCES & ECON
DEV,DEPT OF
RESOURCES & ECON
DEVEL,DEPT OF

505 AMHERST ST

NASHUA

30 SPRING ST
50 COLLEGE RD
EXIT 34C I-93
FRANCONIA NOTCH
14 LAFAYETTE
CAMPGROUND RD

NASHUA
DURHAM
PEABODY SLOPE

JUDICIAL BRANCH

55 SCHOOL ST

COOS COUNTY
COURT HOUSE

LANCASTER

50 INTERSTATE 93 N

MILE MARKER 50.6

CANTERBURY

50 INTERSTATE 93 N

MILE MARKER 50.6

CANTERBURY

TRANSPORTATION,
DEPT OF
TRANSPORTATION,
DEPT OF

BUS TERMINAL

SALEM

I-93

SALEM REST AREA

SALEM

ROUTE 93 NORTH

EXIT 1 REST AREA

SALEM

6037635974

TRANSPORTATION,
DEPT OF

1400 INTERSTATE 89

6037635925

TRANSPORTATION,
DEPT OF

1400 INTERSTATE 89
Page 42 of 49

FRANCONIA
FRANCONIA

SPRINGFIELD
REST AREA
NORTHBOUND
SPRINGFIELD
REST AREA N.

SPRINGFIELD
SPRINGFIELD

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT F
PAY TELEPHONE LOCATIONS
(Continued)

TELEPHONE
NUMBER

CUSTOMER AGENCY

ADDRESS_1

6037527077

CORRECTIONS, DEPT
OF

138 EAST MILAN RD

BERLIN

6037497751

DOVER TRAIN STATION

33 CHESTNUT ST

DOVER

6037497748

DOVER TRAIN STATION

33 CHESTNUT ST

DOVER

6037493112

JUDICIAL BRANCH

25 ST THOMAS ST

DOVER

6037429770

TRANSPORTATION,
DEPT OF

SPAULDING
TURNPIKE

NORTHBOUND

DOVER

6037429767

TRANSPORTATION,
DEPT OF

SPAULDING
TURNPIKE

SOUTHBOUND

DOVER

6037426036

TRANSPORTATION,
DEPT OF

23 INDIAN BROOK
RD

DOVER BUS
STATION

DOVER

6036669979

CORRECTIONS, DEPT
OF

126 LOWELL ST

CALUMET HOUSE
BASEMENT

MANCHESTER

6036669973

CORRECTIONS, DEPT
OF

126 LOWELL ST

CALUMET HOUSE
1ST FLOOR

MANCHESTER

6036434832

JUDICIAL BRANCH

38 CENTERRA
PARKWAY

LEBANON
DISTRICT COURT

LEBANON

6036428564

JUDICIAL BRANCH

10 ROUTE 125

ROCKINGHAM CTY
CT 2/BASEMENT

BRENTWOOD

6036271114

REGIONAL COMM TECH
COLLEGE

1066 FRONT ST

2ND FL

MANCHESTER

6036239958

REGIONAL COMM TECH
COLLEGE

1066 FRONT ST

6036239177

CORRECTIONS, DEPT
OF

126 LOWELL ST

CALUMET HOUSE
1ST FLOOR

MANCHESTER

6036238282

CORRECTIONS, DEPT
OF

126 LOWELL ST

CALUMET HOUSE

MANCHESTER

6036229983

JUDICIAL BRANCH

35 AMHERST ST

MANCHESTER

6036229953

JUDICIAL BRANCH

35 AMHERST ST

MANCHESTER

6036221548

CORRECTIONS, DEPT
OF

126 LOWELL ST

CALUMET HOUSE

MANCHESTER

6036221056

CORRECTIONS, DEPT
OF

126 LOWELL ST

CALUMET HOUSE

MANCHESTER

6035790397

TRANSPORTATION,
DEPT OF

8 N SOUTHWOOD
DR

PARK & RIDE

NASHUA

Page 43 of 49

ADDRESS_2

CITY

MANCHESTER

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT F
PAY TELEPHONE LOCATIONS
(Continued)

TELEPHONE
NUMBER

CUSTOMER AGENCY

ADDRESS_1

ADDRESS_2

CITY

6035478388

RESOURCES & ECON
DEVEL,DEPT OF

764 FOREST RD

GREENFIELD
STATE PARK

GREENFIELD

6035429800

JUDICIAL BRANCH

1 POLICE COURT

TREMONT SQ

CLAREMONT

6035429794

HHS, MENTAL HEALTH

17 WATER ST

CLAREMONT

CLAREMONT

6035424006

REGIONAL COMM TECH
COLLEGE

1 COLLEGE PLACE

BACK ENTRANCE

CLAREMONT

6035398371

JUDICIAL BRANCH

96 WATER VILLAGE
RD

20 COURT HOUSE
SQUARE

CENTER
OSSIPEE

6035369510

JUDICIAL BRANCH

25 GREEN ST

PLYMOUTH
DISTRICT COURT

PLYMOUTH

6035328262

JUDICIAL BRANCH

84 PETERBOROUGH
ST, ROUTE 202

JAFFREY DIST CT

JAFFREY

6035328026

RESOURCES & ECON
DEV

6035289673

EMERGENCY
COMMUNICATIONS

6035249363

REGIONAL COMM TECH
COLLEGE

379 BELMONT RD

6034859164

LIQUOR COMMISSION

530 W RIVER RD

NORTHBOUND
LIQUOR STORE

HOOKSETT

6034857810

LIQUOR COMMISSION

25 SPRINGER RD

SOUTHBOUND
LIQUOR STORE

HOOKSETT

6034857786

LIQUOR COMMISSION

1271 HOOKSETT RD

HOOKSETT
LIQUOR STORE

HOOKSETT

6034857758

LIQUOR COMMISSION

25 SPRINGER RD

SOUTHBOUND
LIQUOR STORE

HOOKSETT

6034857717

LIQUOR COMMISSION

530 W RIVER RD

6034857170

LIQUOR COMMISSION

25 SPRINGER RD

6034857167

LIQUOR COMMISSION

530 W RIVER RD

6034748933

TRANSPORTATION,
DEPT OF

4 INTERSTATE 95 N

I-95 N BEFORE
MILE MARKER 0.5

SEABROOK

6034748913

TRANSPORTATION,
DEPT OF

3 INTERSTATE 95 N

I-95 N BEFORE
MILE MARKER 0.4

SEABROOK

OLD TOLL RD
TRAILHEAD
50
COMMUNICATIONS
DR

Page 44 of 49

JAFFREY
LACONIA
LACONIA

NORTHBOUND
LIQUOR STORE
HOOKSETT
LIQUOR STORE
SOUTHBOUND
NORTHBOUND
LIQUOR STORE

HOOKSETT
HOOKSETT
HOOKSETT

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT F
PAY TELEPHONE LOCATIONS
(Continued)

TELEPHONE
NUMBER

CUSTOMER AGENCY

ADDRESS_1

ADDRESS_2

CITY

6034748376

TRANSPORTATION,
DEPT OF

2 INTERSTATE 95 N

I-95 N BEFORE
MILE MARKER 0.3

SEABROOK

6034748375

TRANSPORTATION,
DEPT OF

1 INTERSTATE 95 N

I-95 N BEFORE
MILE MARKER 0.2

SEABROOK

6034746074

TRANSPORTATION,
DEPT OF

0 INTERSTATE 95 N

I-95 N BEFORE
MILE MARKER 0.1

SEABROOK

6034746071

TRANSPORTATION,
DEPT OF

1 INTERSTATE 95 N

I-95 N BEFORE
MILE MARKER 0.0

SEABROOK

6034449837

ADJUTANT GENERAL

134 MAIN ST

6034369758

LIQUOR COMMISSION

100 ROTARY CIRCLE

6034369750

BUS TERMINAL

185 GRAFTON DR

6034366971

BUS TERMINAL

185 GRAFTON DR

6034362643

BUS TERMINAL

185 GRAFTON DR

6034332134

JUDICIAL BRANCH

111 PARROTT AVE

6034324483

JUDICIAL BRANCH

10 MANNING ST

DERRY

6034211739

TRANSPORTATION

BUS TERMIANL

LONDONDERRY

6033589551

SAFETY, DEPT OF

15 ASH BROOK
COURT 29 ROUTE 9

KEENE

6033574685

JUDICIAL BRANCH

12 COURT ST

KEENE

6033565362

TRANSPORTATION,
DEPT OF

3654 WHITE
MOUNTAIN
HIGHWAY

NORTH
CONWAY

6033329807

TRANSPORTATION,
DEPT OF

GONIC

6033329806

TRANSPORTATION,
DEPT OF

SPAULDING
TURNPIKE

6033239391

RESOURCES & ECON
DEVEL,DEPT OF

281 STATE PARK RD

Page 45 of 49

LITTLETON
DISTRICT COURT
PORTSMOUTH
LIQUOR
STORE/LEFT SET
PARK & RIDE / BUS
TERMINAL
BUS TERMINAL
OUTSIDE
INSIDE
PORTSMOUTH
BUS TERMINAL
PORTSMOUTH
DISTRICT COURT

TOLL PLAZA
SOUTHBOUND
ROCHESTER TOLL
BOOTH
NORTHBOUND
WHITE LAKE
STATE PARK
BEACH

LITTLETON
PORTSMOUTH
PORTSMOUTH
PORTSMOUTH
PORTSMOUTH
PORTSMOUTH

GONIC
GONIC

TAMWORTH

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT F
PAY TELEPHONE LOCATIONS
(Continued)

TELEPHONE
NUMBER

CUSTOMER AGENCY

ADDRESS_1

6032868179

TRANSPORTATION,
DEPT OF

I-93

6032379827

JUDICIAL BRANCH

17 BRIDGE ST

6032288992

MISC

514 ROUTE 3A

6032288800

ADMINISTRATIVE SERV,
DEPT OF

23 HAZEN DR

1ST FL

CONCORD

6032288767

CORRECTIONS, DEPT
OF

281 NORTH STATE
ST

NORTH END
HOUSE

CONCORD

6032284365

CORRECTIONS, DEPT
OF

281 NORTH STATE
ST

NORTH END
HOUSE

CONCORD

6032283409

TRANSPORTATION,
DEPT OF

27 HAZEN DR

LOBBY

CONCORD

6032282922

CORRECTIONS, DEPT
OF

281 NORTH STATE
ST

6032282189

CORRECTIONS, DEPT
OF

281 NORTH STATE
ST

6032281496

HHS

95 PLEASANT ST

6032280962

REGIONAL COMM TECH
COLLEGE

17 INSTITUTE DR

6032280909

HHS

127 PLEASANT ST

6032280904

CORRECTIONS, DEPT
OF

60 IRON WORKS RD

SHEA FARMS

CONCORD

6032280327

HHS

36 CLINTON ST

NH HOSPITAL
EMPLOYEE
LOUNGE

CONCORD

6032269613

CORRECTIONS, DEPT
OF

60 IRON WORKS RD

SHEA FARMS

CONCORD

6032269605

HHS

105 PLEASANT ST

2ND FL E LOBBY

CONCORD

6032264592

LEGISLATIVE BRANCH

33 NORTH STATE ST

LEGISLATIOVE
OFFICE BUILDING

CONCORD

Page 46 of 49

ADDRESS_2
SANBORNTON
REST AREA
SOUTHBOUND
2ND FL
COLEBROOK
DISTRICT COURT
PARK & RIDE, 89 &
3A INTERSECTION

CITY
SANBORNTON

COLEBROOK
CONCORD

CONCORD
NORTH END
HOUSE
OUTSIDE
SPAULDING
BUILDING
POLICE
STANDARDS &
TRAINING
NH HOSPITAL
LAUNDRY

CONCORD
CONCORD

CONCORD
CONCORD

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT F
PAY TELEPHONE LOCATIONS
(Continued)
TELEPHONE
NUMBER

CUSTOMER AGENCY

ADDRESS_1

ADDRESS_2

CITY

6032263752

HHS:NEW HAMPSHIRE
HOSPITAL

99 PLEASANT ST

HOWARD
RECREATION
BUILDING 2ND FL

CONCORD

6032262066

CORRECTIONS, DEPT
OF

60 IRON WORKS RD

SHEA FARMS

CONCORD

6032259838

REGIONAL COMM TECH
COLLEGE

4 INSTITUTE DR

6032257491

ADMINISTRATIVE SERV,
DEPT OF

21 SOUTH FRUIT ST

WALKER BLDG

CONCORD

6032254986

CORRECTIONS, DEPT
OF

281 NORTH STATE
ST

NORTH END
HOUSE

CONCORD

6032249840

CORRECTIONS, DEPT
OF

60 IRON WORKS RD

SHEA FARMS

CONCORD

CONCORD

HEALTH
EDUCATION &
WELFARE
BUILDING
POLICE
STANDARDS AND
TRAINING
NH ST HOSPITAL
LOBBY

6032248764

HHS

29 HAZEN DR

6032247430

REGIONAL COMM TECH
COLLEGE

17 FAN RD

6032245312

HHS

36 CLINTON ST

6032244279

JUDICIAL BRANCH

32 CLINTON ST

CONCORD

6032240245

HHS

129 PLEASANT ST

CONCORD

Page 47 of 49

CONCORD

CONCORD
CONCORD

Bid No. 1483-13 Inmate and Pay Telephone Services

ATTACHMENT G
INMATE ACCESS TO TELEPHONE SYSTEM

NH DEPARTMENT OF CORRECTIONS
POLICY AND PROCEDURE DIRECTIVE

CHAPTER Resident Programming
STATEMENT NUMBER 7.28

SUBJECT:

INMATE ACCESS TO
TELEPHONE SYSTEM

EFFECTIVE DATE

09/15/09

REVIEW DATE

09/15/10

PROPONENT:

Christopher Kench
SUPERSEDES PPD#

7.28

DATED

04/15/04

Name/Title

Commissioner’s Office
Office

271-8016
Phone #

ISSUING OFFICER:

5

DIRECTOR'S INITIALS
DATE
____________
APPENDIX ATTACHED:
YES
NO

WILLIAM WRENN, COMMISSIONER

REFERENCE NO:

See reference section on last page of PPD.

I.

PURPOSE:
To provide a policy for inmates access to public telephones.

II.

APPLICABILITY:
To all inmates and staff

III.

POLICY:
It is the policy of the NH Department of Corrections to provide for inmate access to public telephones.

IV.

PROCEDURE:
A.
All inmates, except those in disciplinary segregation, serving a disciplinary sanction of loss of telephone privileges
or have temporarily had their telephone privileges suspended by the Warden, may make outgoing collect and/or
prepaid telephone calls. Phone calls may be made to anyone on the inmate’s 20-person telephone list that is willing
to accept toll charges. Inmates may make calls that do not conflict with the department’s programming schedule.
B.
Inmates in Segregation are governed by PPD 7.49.
C.
Inmates are not permitted to access or use departmental telephones. The only exception would be to place a family
crisis phone call (as defined in PPD 7.05) under direct supervision of staff. Once a staff member receives
information regarding a family emergency, they may allow the inmate to make a short phone call upon the approval
of the Unit Manager/designee.
D.
Inmates are allowed to make ONLY collect and/or prepaid calls from the Inmate Telephone System. Three-way
calls are prohibited. Inmates making 3-way calls are in direct violation of the system’s design and usage purposes.
E.
All inmate telephone calls are recorded and may be reviewed by appropriate staff.

Page 48 of 49

Bid No. 1483-13

Inmate and Pay Telephone Services

ATTACHMENT G
INMATE ACCESS TO TELEPHONE SYSTEM
(Continued)

5.1.1 STATE OF NEW HAMPSHIRE
PERSONAL ALLOWED NUMBER REQUEST FORM

This is my request to have the below listed numbers entered into the Inmate Phone System on my
account. I understand that these numbers will be the only numbers I am allowed to call and that if
any of the numbers I have requested are not valid, then I will not be able to place calls to that
number. I also understand that all calls are subject to recording and monitoring at any time, with
the exception of calls to attorneys. All numbers will be verified.
LAST NAME ______________________ FIRST NAME __________________ M.I. _____
DOC # _______________ FACILITY NAME ___________________ UNIT ______________
Add (A)
Delete (D)
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

Name Of Called Party

Relationship

Page 49 of 49

Area
Code

Telephone
Number