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EMB·ARQTM
PART I: TECHNICAL PROPOSAL
IN RESPONSE TO RFP NO. 1628
INMATE TELEPHONE SERVICES
MASTER/ORIGINAL
NEVADA DIVISION OF PURCHASES
CARSON CITY, NEVADA
CLOSING DATE/TIME:OCTOBER 15, 2007, 2:00 PM
Submitted by:
EMBARQTM Payphone Services
9300 Metcalf Ave
Overland Park, KS 66212
Contact:
Victoria L. Johnson, Account Executive
Office: (850) 893-1821
Wireless: (850) 212-8880
E-Mail: Victoria.L.Johnson@Embarq.com
EMBARQ TM Payphone Services
9300 Metcalf Ave
Overland Park, KS 66212
October 15, 2007
Gail Burchet
State of Nevada Purchasing Division
515 E. Musser Street, Suite 300
Carson City, NV 89701
RE: RFP No. 1628 -Inmate Telephone Services
EMBARQ is pleased to submit this proposal in response to RFP No. 1628 requesting Inmate
Telephone Services for the State of Nevada Department of Corrections (NDOC). EMBARQ
certifies that all requirements of this RFP have been addressed as indicated within the
response; exhibits, drawings and appendices are attached. EMBARQ understands the terms
of the work to be performed under this RFP and commits to perform within all specifications
and timeframes set forth in the RFP.
EMBARQ Payphone Services, Inc. (EPSI) d/b/a "EMBARQ" is a wholly owned subsidiary of
Embarq Corp. and will be the Prime Contractor to provide all services requested in this RFP.
All subcontractors will be contracted and managed by EMBARQ. Our major subcontractors are
listed as follows:
• Inmate Communication Solutions (ICSolutions) - ICSolutions will provide the ITS system as
well as technical support and ongoing maintenance of the system. They will also be responsible
for implementation, training, and remote diagnostics of the ITS equipment for the life of the
contract.
• ShawnTech Communications, Inc. - ShawnTech will be the subcontractor for day to day onsite
maintenance of telephones, workstations, and wiring, and will provide the call center for reporting
troubles in the system.
EMBARQ is uniquely qualified to be the provider of inmate calling services for NDOC.
EMBARQ has the equipment, in-depth operational experience, in-State resources and highly
qualified personnel to provide NDOC with the equipment and services set forth in this
proposal. EMBARQ's proposed inmate calling system is a state-of-the-art system that will
provide NDOC with the most secure and feature-rich inmate calling system available. While
providing an outstanding technical solution, EMBARQ consistently balances the issue of fair
rates to the called party versus fair commissions to its correctional customers.
Thank you for the opportunity to provide a proposal to NDOC. EMBARQ looks forward to
hearing from the State regarding this bid.
S7Cf~
{~heek
Bill Cheek
President - EPSI & EMBARQ Wholesale Markets
Voice: (913) 534-5699
Wireless: (913) 269-6721
Fax: (913) 397-3591
. . . . . EMBARQ-
TABLE OF CONTENTS·
COVER LETTER
1
TABLE OF CONTENTS
2
STATE DOCUMENTS
3
EXECUTIVE SUMMARY
4
PART I: TECHNICAL PROPOSAL RESPONSE
8
SECTION 1 - OVERVIEW OF PROJECT
SECTION 2 - ACRONYMS/DEFINITIONS
SECTION 3 - SCOPE OF WORK
8
15
20
3.1 VENDOR RESPONSIBILITIES - GENERAL
3.2 VENDOR RESPONSIBILITIES - EQUIPMENT AND SOFTWARE
3.3 VENDOR RESPONSIBILITIES -INITIAL AND ONGOING INSTALLATIONS
SYSTEM INSTALLATION IMPLEMENTATION PLAN
Phase 1 - Initialization: Planning and Organizing Project
Phase 2 -Inspection: Site Surveys
Phase 3 _ Acquisition: Finalize Requirements and Order Equipment
Phase 4 - Phone Installation: Install New Inmate Phones
Phase 5 - Pre-Installation: Prepare for ITS Installation
Phase 6 - Installation: Install, Test, and Cutover ITS
3.4 STATION EQUIPMENT SPECIFICATIONS
3.5 REPORTING REQUiREMENTS
3.6 DATA STORAGE
3.7 SECURITY FEATURES
3.8 PERSONAL IDENTIFICATION NUMBER (PIN) APPLICATION
3.9 MONITORING AND RECORDING REQUiREMENTS
3.10 DEBIT OR INMATE BASED PRE-PAID APPLiCATION
3.11 TRAINING
:
3.12 GENERAL MAINTENANCE
Technician Service Plan Overview
Service Management Call Center System Application
Dispatch Operations
Dispatching Trouble Tickets
,
Escalation Procedures
Preventive Maintenance Checklist
Disaster Recovery
Restoration Plans by ITS Component.
Emergency Repair Times
Service Management Call Center System Application
Escalation Procedures
3.13 TRANSITION PLAN
3.14 BILLING
:
SECTION 4 - COMPANY BACKGROUND AND REFERENCES
4.1 PRIMARY VENDOR INFORMATION
ORGANIZATION CHART
KEY STAFF
RESUMES
4.2 REFERENCES
4.3 SUBCONTRACTOR INFORMATION
:
162
5.1 COST/COMMISSION PROPOSAL SUBMITTAL
SECTION 6-SUBMITTAL INSTRUCTIONS
DEADLINE FOR SUBMITTING QUESTIONS
RFP TIMELINE
PROPOSAL SUBMISSION REQUIREMENTS:
PROPOSAL ENVELOPE HANDLING
Nevada DOC ITS
123
123
131
132
137
148
152
SECTION 5 - COST/COMMISSION
6.1
6.2
6.3
6.4
:
20
21
26
27
28
28
29
30
30
31
35
49
56
57
67
71
82
83
86
90
92
97
98
98
99
101
102
104
110
116
117
120
Response to RFP No. 1628
October 15, 2007
162
169
169
169
169
171
Page 2
. . . . EMBARQ-
TABLE OF CONTENTS
6.5 PUBLIC OPENING
6.6 HANDLING DISCREPANCIES BETWEEN COPiES
6.7 PROPOSAL FORMAT ORDER AND NUMBERING
6.8 CONFIDENTIAL INFORMATION REQUiREMENTS
6.9 PROPOSAL RESPONSE INSTRUCTIONS
6.10 DESCRIPTION AND OTHER INFORMATION INSTRUCTIONS
6.11 SIGNATURE INSTRUCTIONS
6.12 ELECTRONIC COPY INSTRUCTIONS
6.13 EASILY DISTINGUISHABLE FONT INSTRUCTIONS
6.14 SOLE CONTACT WITH PURCHASING DIVISION INSTRUCTIONS
6.15 ADMINISTRATIVE REVIEW REQUiREMENTS
6.16 RFP LANGUAGE REQUIREMENT
6.17 LICENSING REQUIREMENTS INSTRUCTIONS
SECTION 7 - PROPOSAL EVALUATION AND AWARD PROCESS
7.1
7.2
7.3
7.4
7.5
7.6
EVALUATION CRITERIA
EVALUATION COMMITTEE PROCESS DESCRiPTION
CONTRACT AND LITIGATION DISCLOSURE REQUIREMENTS
CLARIFICATION DISCUSSIONS INSTRUCTIONS
NOTIFICATION OF INTENT TO AWARD INSTRUCTIONS
NEVADA STATE BOARD OF EXAMINERS REQUiREMENT
SECTION 8 - TERMS, CONDITIONS AND EXCEPTIONS
SECTION 9 - SUBMISSION CHECKLIST
,
171
171
172
172
172
172
172
172
173
173
173
173
173
175
175
175
175
175
176
176
177
183
STATE DOCUMENTS
1. CONTACT INFORMATION FORM
2. ADDENDUM ACKNOWLEDGMENT
3. SIGNED PRIMARY VENDOR ATTACHMENT A & B
4. SIGNED SUBCONTRACTORS ATTACHMENT A & B
5. PRIMARY AND SUBCONTRACTOR CERTIFICATE OF INSURANCE
6. STATE CERTIFICATION DOCUMENTS
7. DESCRIPTION OF TECHNICAL SOLUTION DOCUMENT
8. SYSTEM SOFTWARE USER MANUAL
9. SAMPLE COMMISSION REPORTS
10. GANTT CHART IMPLEMENTATION PLAN
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 3
-"EMBARQ-
EXECUTIVE SUMMARY
Executive Sum mary
Embarq Corp.
100+ Year Old
"New Company",
proud of our history
- but focused
on the future
1,195 Nevada
Employees and
876 Retirees
Annual Nevada
Payroll
of more than
$80 Million and
Capital
Expenditures of
more than
$85 Million
$750,000
in Contributions to
Nevada Charitable
Organizations
during 2006
EMBARQ Payphone Services, Inc. (EPSI) d/b/a "EMBARQ" is a
wholly-owned subsidiary of Embarq Corporation. We are pleased to
respond to the Nevada Department of Corrections (NDOC) Request
for Proposal (RFP) for Inmate Telephone Services, RFP No. 1628.
EMBARQ's response will fulfill NDOC's needs for inmate telephone
services today and into the future.
Only EMBARQ combines a cutting edge technical solution with the instate presence and personnel to meet and exceed NOOC's
requirements. Our experience, dedicated resources, and effective
integration of highly competent team members sets us apart in
submitting a solid proposal that is direct, responsive and highly beneficial
to the State of Nevada. This Executive Summary provides an overview
of our proposal highlighting our approach.
Although Embarq Corp. is a new corporate entity, the company began in
1899 as the Brown Telephone Company in Abilene, Kansas. Now
headquartered in Overland Park, Kansas, Embarq Corp. is a $6.5 billion
company with over 19,000 employees nationwide. In the State of
Nevada, Embarq Corp. has approximately 1,195 employees, over
400,000 business and residential account relationships, and close to
700,000 access lines. These close ties to Nevada provide two very
important benefits to NOOC:
First, it provides NOOC with unmatched in-state financial and personnel
resources: Nevada-based executives, dedicated Nevada legal and
regulatory staff, and access to over 500 business and residential
technicians.
Second, and more important, it provides NOOC with accountability that
extends far beyond the inmate. telephone system. As a publicly-traded
corporation with approximately 400,000 business and residential account
relationships within the State, we recognize and accept the substantially
greater level of public scrutiny under which we operate. Simply put, our
interests are closely aligned with NOOC's. We look forward to forging a
close partnership with NODC to serve the State and its citizens.
COMPLETE SOLUTION
EMBARQ will offer NOOC a solution that encompasses all areas of
responsibility for the administration of the contract. A complete and
comprehensive technical solution and an experienced EMBARQ team
provides NOOC the following advantages:
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 4
~EMBARQ'
Michigan DOC:
53 sites with 2,364
inmate phones for
over 50,000
offenders,
in 2005 completed
a system-wide debit
calling program that
has increased total
revenue by 15%
EXECUTIVE SUMMARY
•
Proven Account Management - As the ITS provider for the
Michigan DOC, Wisconsin DOC, South Carolina DOC, and
numerous county facilities throughout the nation, EMBARQ is very
experienced in managing projects of this size. Our Project Managers
have the training and experience to meet NDOC's needs without
"on-the-job training". The EMBARQ team is in place and ready to
immediately implement, manage and administer this contract.
•
State-of-the-art technology - EMBARQ is partnering with
ICSolutions to provide NDOC with the most advanced correctional
communications and security technology.
•
Investigative tools - The ICSolutions ENFORCER® Solution has
been developed with the help of correctional industry professionals
as well as experienced leaders in the telecommunications field. A
few examples of the system's benefits to NDOC are:
Wisconsin DOC:
36 sites with 1,272
inmate phones with
an ADP of21,692
. connected via a
. WAN, reduced
)ollect call rates of
. predecessor by
40% while revenue
declined only 18%
Milwaukee County:
2 facilities with 9
workstations
connected via WAN
for 578 inmate
phones and 2,430
offenders, won the
account in 2001
and again in 2006
by implementing
multiple payment
options (prepaid
and debit card)
Nevada DOC ITS
Real-time number blocking and block removal
Easy point and click searching of call records
Investigative alert by phone, email, or pager
Customized reports
Voice Print Biometrics- initial plus random verification during call
Ability to email recordings, reports and call detail records
ICSecure Debit allows inmates to purchase call time safely and
securely
Live monitoring from any computer/phone location
Live monitoring to a telephone or cell phone
On-line access to call data and recordings from any facility or
central location
411 reverse phone number search/look up
Google Earth satellite area search
Biometric officer check-in
Ability to access the system without dedicated work stations. All
inmate investigations/administration functions can be
accessed from any computer with Internet access.
•
Integration - EMBARQ also recognizes the benefits to be gained
through integration with other corrections systems. The
ENFORCER® solution offers a published XML· interface
specification and can accommodate other integration methods as
well. The system has already successfully interfaced with numerous
commissary and offender management systems using both
methods. EMBARQ welcomes the opportunity to work with NDOC,
not only within the scope of the current RFP, but also in the future to
eliminate manual processes and improve efficiency for the State.
Response to RFP No. 1628
October 15, 2007
Page 5
EXECUTIVE SUMMARY
-"EMBAR<r
•
Collect calling with extensive billing and collections
arrangements with local service providers
Prepaid calling with a real-time solution to direct otherwise
unbillable called parties to our prepaid solution. More important,
we use a live, knowledgeable representative who clearly
explains the process and answers any questions the called party
may have.
Debit calling through a variety of flexible options.
By offering more
calling options, we
are realizing more
calling volume
and revenue
EMBARQ's
extensive NDOC
site surveys +
\
.
) experience =
minimal impact to
existing operations
•
Revenue improvement - EMBARQ's generous commission
offering is complemented by a full array of payment options and
aggressive revenue management programs:
•
Implementation Excellence - EMBARQ has completed extensive
site surveys and provided detailed implementation plans in our
response. The experience gained from our 16 years implementing
inmate telephone systems means the changeover to EMBARQ
would be as seamless as possible. EMBARQ has also proven that
after the cutover we can manage and administer the system (as we
have done in our other state contracts) in a smooth, coordinated,
professional manner.
NDOC has our commitment that the
implementation will be completed on-time and with minimal
interruption to existing operations.
•
Service Excellence - No other provider can match EMBARQ's
combination of proactive service management and in-state field
staff.
c
Network management. As a facilities-based network provider,
EMBARQ provides end-to-end network management that no
other inmate communications provider can match, from network
design, procurement of off-net connectivity, and especially,
diagnostic and break-fix capabilities.
Best of breed
approach
encompassing all
aspects of system
management
and service
Nevada DOC ITS
Calling platform management. The ENFORCER® system is
engineered with maximum redundancy to ensure peak
performance and minimize troubles. Further, the ICSolutions
Operations Center proactively identifies potential problems by
real-time central monitoring of hardware, software, and system
performance.
In-state resources. Our network and calling platform operations
centers are designed to diagnose and resolve issues before they
become apparent to NDOC. However, if there is a problem,
EMBARQ is fully staffed with in-state personnel to resolve the
issue.
Response to RFP No. 1628
October 15, 2007
Page 6
~EMBARQ'
EXECUTIVE SUMMARY
AGGRESSIVE FINANCIAL OFFER
EMBARQ has submitted several cost proposals that balance calling
rates to inmates, friends and family, and commission rates for the State.
Our "base case" proposal would increase the commission rate paid to
the State at existing calling rates. Additional offers present scenarios
with both increased and decreased calling and commission rates. Each
offer does not include any additional end-user charges such as LEC
billing fees, as is consistent with our general policy. Further, we have
shown our commitment to NDOC by offering Minimum Annual
Guarantees for each scenario.
EMBARQ's clear preference is an environment with simple, lower calling
rates and no additional "junk" fees. This environment not only reduces
complaints to NDOC, but also improves calling volumes such that we
can maintain attractive commissions for the State. EMBARQ looks
forward to working further with NDOC to find an optimal balance of all
these considerations.
VALUE ABOVE AND BEYOND THE PROPOSED ITS
EMBARQ believes that our aggressive financial offer, advanced calling
and revenue management platforms, and unmatched resources will
surpass NDOC's requirements and expectations. We are committed to
completing more calls, enhancing NDOC's security and investigative
capabilities, and providing the best possible service to the State.
Further, we ask for your special consideration of our ability to provide
value-added services above and beyond those specifically required in
the RFP. We offer ITS systems integration in addition to services such
as on-site kiosks and e-messaging.
We thank you for your time and consideration, and welcome the
opportunity to serve the Nevada Department of Corrections.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 7
-"EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
1. OVERVIEW OF PROJECT
•
A Request for Proposal process is different from an Invitation to Bid. The State expects vendors to
propose creative, competitive solutions to the agency's stated problem or need, as specified below.
Vendors may take exception to any section of the RFP. Exceptions should be clearly stated in
Attachment B (Certification of Indemnification and Compliance with Terms and Conditions of RFP)
and will be considered during the evaluation process. The State reserves the right to limit the Scope
of Work prior to award, if deemed in the best interest of the State NRS §333.350(1).
OVERVIEW OF PROJECT
1.
The State ofNevada, Division of Purchasing, on behalf of the Nevada Department of Corrections
(NDOC) is currently seeking qualified vendors to submit proposals for furnishing, installing, and
maintaining an Inmate Telephone System (ITS) for use in all present. and future correctional
facilities. The intent of this RFP is to award a single statewide contract that will enable inmates
at all State facilities to make auto-collect local and long distance calls, debit local, long distance
and international calls and/or pre-paid local, long distance and international calls from the State
facilities. The NDOC has special security requirements and has a prime objective of controlling
inmate telephone usage and limiting the use of the telephone system for fraudulent activity.
EMBARQ Response: Read, agree and will comply. EMBARQ's management approach
addresses the scope and objectives set by NOOe for installation, operation and management
of their ITS services. EMBARQ has the sole responsibility and the means to ensure NOOe of a
successful turn-key installation solution from initiation through the life of the contract. EMBARQ
is totally committed to NOOe and has the resources in place to completely operate and
maintain all ITS services being proposed by EMBARQ and will:
•
•
•
•
•
Manage and coordinate all aspects of support resources and personnel activity
beginning with installation and continuing throughout the contract.
Provide comprehensive rollout schedules documenting the installation activities at each
NOOe facility.
Respond to calls from NOOe regarding ITS service problems.
Provide timely, complete and accurate reports and commission payments.
Assume continual responsibility for compliance with NOOe requirements.
1.1
The system at each NDOC facility must allow for DOC investigative personnel located
either at the facility or central administration to remotely access each of the systems via a
secure, password protected method. Specified DOC personnel must have the ability to
change or modify or view any privileges or restrictions pertaining to inmates at their
facility.
EMBARQ Response: Read, agree and will comply.
1.2
The system features should include, but are not limited to: central and remote site
network administration, centralized NDOC system database, automated operator, call
branding, call blocking, three-way call detect, call forwarding detect, answering
supervision, call duration limits and other inmate calling restrictions, call monitoring and
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 8
. . . . EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
1. OVERVIEW OF PROJECT
recording, hot number tracking and system reporting. The vendor shall install and
operate prison imnate telephones and all related equipment including wiring for the
imnate telephones, installation, and any related hardware and software/firmware
specifically identified in this RFP without cost to NDOC. All proposals must include a
program for commission payments to NDOC.
EMBARQ Response: Read, agree and will comply. System features are fully described in
Section 3 - Scope of Work.
1.3
NDOC currently has approximately 13,000 imnates housed
throughout the State of Nevada in varying levels of security.
III
numerous locations
EMBARQ Response: Read, agree and will comply.
1.4
The State of Nevada currently has 13 different Local Exchange Carriers operating within
the state ofNevada.
EMBARQ Response: Read, agree and will comply.
1.5
The contract award will be for an initial term of three (3) years with yearly extensions up
to a total of six (6) years if in the best interest of the State. In the event the State
exercises such right, all terms and conditions, requirements and specifications of the
COhtract shall remain the same and apply during the renewal terms. This contract will
not automatically renew.
EMBARQ Response: Read, agree and will comply.
1.6
The vendor may include any other information that is believed to be relevant to this
procurement but not specifically asked for in this RFP. Vendor may explain in detail any
innovation, alternatives or more cost effective approaches available in any area of this
RFP. Vendor may provide suggestions of other products or services available that may
assist the State.
EMBARQ Response: Read, agree and will comply.
JPay E-Messaging Services
EMBARQ is pleased to offer NDOC two-way E-Messaging Services through JPay Inc. JPay
has been providing e-commerce services for the correctional industry since 2002 and is an
industry leader in the field. JPay provides its services exclusively for the corrections market
and currently services approximately one third of the corrections market. JPay has been
providing its electronic payment service for the Nevada Department of Corrections (the
"Department") since 2003.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 9
--,EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
1. OVERVIEW OF PROJECT
E-Messaging to Inmates Onbound EMail)
JPay's electronic messaging system lets family and friends send messages electronically to
inmates. This product provides unparalleled security and intelligence capabilities. The
Department can create rules to alert staff to specific types of correspondence and gather
intelligence using powerful search tools and an extensive database.
The Process
A sender (defined as someone who is writing to an inmate) enters a message on the JPay
website (www.jpay.com). The sender buys postage online with a credit or debit card. Each
facility within the Department gets a customized online interface that lets mailroom and
security personnel manage incoming messages.
All inbound messages are scanned for predefined words, designated inmates and senders,
and when appropriate, are automatically quarantined for further review. JPay's messaging
technology lets security personnel review messages state-wide. Personnel can be restricted to
review messages only at their assigned facility.
JPay's system has several control features that lets the DOC perform the following:
• Run an interactive search across all letters sent statewide
• Retrieve letters by inmate name, identification number, date or facility
• View and print a list of letters sent to an inmate
• View and print a list of letters sent by a sender
• Track a letter's history as it passes through the system.
E-Messaging by Inmates (Outbound Email)
Inmate Kiosks
JPay will provide and install a network of inmate kiosks throughout the Department's facilities.
These kiosks let inmates review incoming electronic messages and send electronic messages
to family, friends and authorized staff. The inmate kiosk provides a scalable platform for other
JPay Services.
Outbound Messaging Application
The inmate logs into the kiosk with his identification number and password. The inmate will be
able to review incoming messages. The inmate will then be able to respond to the messages
or create new messages. The "opt-in" system restricts the inmate to write only to those that
have written to him. This eliminates the possibility of contacting victims.
The same online interface that the Department accesses to review and manage inbound
messages will be available to review and manage outbound messages by mailroom and
security personnel. All outbound messages are reviewed and managed using the same
controls as described in the inbound messaging system.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 10
~EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
1. OVERVIEW OF PROJECT
•
Intended Results
By deploying an inbound and outbound messaging system as described above, JPay will
reduce both inbound and outbound physical mail while enhancing security throughout the
Department.
Inmate Release Cards
JPay can provide a debit release card that can be loaded with an inmate's commissary funds
and is given to an inmate upon release. The card eliminates check fraud, accounting
discrepancies and theft because it eliminates the need to issue cash or a check upon release.
Once the inmate is released, the inmate can use the card for cash withdrawal at ATMs and at
merchants for pin-based purchases.
Loading the JPay Card - How it works
JPay provides an Application Programming Interface ("API") that enables the Department to
integrate JPay Release Cards into their banking system. The API lets the Department load
funds onto a Card seamlessly by simply entering a card identification number into the system.
The process of loading a Card is similar to the current check writing system. The system
supports remaining trust account balance card loads and "gate money" card loads.
JPay will ship cards to the Department in batches on a monthly or quarterly basis. Each card
comes inside a sealed envelope and contains a Cardholder Agreement and Disclosure
Statement which outlines the terms and conditions as they apply to the cardholder's use of the
Card.
Activating and Using the JPay Release Card
Upon receipt of the Card, the paroled/discharged inmate calls a toll-free telephone number to
activate the Card. Upon verifying the paroled/discharged inmate's year of birth and 16 digit
Card number, they will receive a Personal Identification Number ("PIN"). Once the cardholder
has their PIN, they may make pin-based purchases and access ATMs. The Card is accepted
at virtually all ATMs and at over one million retail locations.
Banking
All funds corresponding to each day's Card .loads are debited from the DOC's bank account.
JPay provides daily reports for all Card loads and fund transfers.
Customer Service
Cardholders may access their account information 24/7/365 via a toll-free telephone number
as well as the JPay website.
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Paglf 11
"'EMBARlr
PART I: TECHNICAL PROPOSAL RESPONSE
1. OVERVIEW OF PROJECT
Transaction Reporting
The system provides for monitoring of transactions. JPay can record and display the type of
transaction, the amount of the transaction and the date and time of the transaction.
Financial Incentives
EMBARQ and JPay can offer NDOC two options on E-messaging fees. The commission
based offer allows NDOC to share in the revenues for both inbound and outbound EMessaging. The non-commission offer does not commission NDOC on E-messaging services
but provides a lower cost for the inmates.
COMMISSIONS BASED
E-Messaging to Inmates
Commissions of $0.10 per message paid to the Department
Fees Char ed to the Sender
Postage
Fee
5 Messages
$3.00
16 Messages
$9.00
33 Messages
$18.00
E-Messaging by Inmates
Commissions of $0.05 per message paid to the Department
Fees Char ed to the Inmate
Postage
Fee
1 Message
Nevada DOC ITS
$0.35
Response to RFP No. 1628
October 15, 2007
Page 12
. . . . EMBARQ·
•
PART I: TECHNICAL PROPOSAL RESPONSE
1. OVERVIEW OF PROJECT
NON-COMMISSIONS BASED
E-Messaging to Inmates
Fees Char ed to the Sender
Postage
Fee
6 Messages
$3.00
20 Messages
$9.00
45 Messages
$18.00
.
E-Messaging by Inmates
Fees Char ed to the Inmate
Postage
Fee
1 Message
$0.30
Inmate Release Cards (commissions do not apply)
Fees Char ed to the Cardholder
Domestic PIN POS Transaction Fee
Domestic ATM Transaction Fee
a
$0.70
$2.00
a
International PIN POS Transaction Fee
$3.00
International ATM Transaction Fee
$4.00
a,b
Domestic and International PIN POS Decline Fee
$0.50
Domestic and International ATM Balance Inquiry and Decline
Fee a,
$0.50
Monthly Account Maintenance Fee
$0.50
C
Live Agent Support Fee
Currency Conversion Fee
$1.00
1%
d
Card Replacement Fee
Nevada DOC ITS
$5.00
Response to RFP No. 1628
October 15, 2007
Page 13
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
1. OVERVIEW OF PROJECT
$30.00
Expedited Card Replacement Fee
Card Balance Reimbursement Fee e
$9.95
Statement Fee
$1.50
IVR Balance Inquiry Fee
$0.50
f
a. Any POS or ATM transaction that you make in the fifty United States or in the District of Columbia is considered
a Domestic POS Transaction or a Domestic ATM transaction. All other POS or ATM transactions are considered
International POS Transactions or International ATM Transactions.
b. If you use an ATM not owned by us, the ATM owner or operator may charge you an additional fee. Such fees
will be deducted from your Card Balance and may be charged even if you do not complete a withdrawal or
transfer (for example, if you make a balance inquiry).
c. Monthly Account Maintenance Fee is waived for first two (2) full calendar months from Card activation.
d. This fee is charged if you use the Card for a transaction in a currency other than US dollars. A currency
exchange may require additional fees paid to us or the currency agent.
e. This fee is charged to your Card Balance when your remaining Card Balance is refunded to you upon
termination or expiration of the Card.
f. This fee will be waived for the first 2 IVR Balance Inquiries; this fee will commence from the 3rd IVR Balance
Inquiry.
1.7
Vendors must provide complete responses to all sections and numbered conditions of this
RFP. If a vendor is in compliance with the section or numbered condition, please state,
"Read, agree and will comply". If you are not in agreement (taking an exception) please
mark as "Read and do not comply" and give a detailed response and alternative to the
section. All exceptions must be specified in Attachment B of this RFP.
EMBARQ Response: Read, agree and will comply.
1.8
The current contract is with Global Tel Link (Verizon Business/MCIIWorldCom)
EMBARQ Response: Read, agree and will comply.
1.9
Vendors that choose not to submit a proposal are requested to submit a Statement of NonSubmittal in accordance with Attachment H.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 14
-"EMBARQ-
2.
PART I: TECHNICAL PROPOSAL RESPONSE
2. ACRONYMSIDEFINITIONS
ACRONYMSIDEFINITIONS
EMBARQ Response: Read, agree and will comply.
For the purposes of this RFP, the following acronyms/definitions will be used:
ADA
Americans with Disabilities Act
EMBARQ Response: Read, agree and will comply.
ADL
Additional Designated Lines
. EMBARQ Response: Read, agree and will comply.
Awarded Vendor
The organization/individual that is awarded and has an approved contract with the
State of Nevada for the services identified in this RFP.
EMBARQ Response: Read, agree and will comply.
BNS
Billed Number Screening - Used to ensure that calls to block numbers and cell
numbers are not completed
EMBARQ Response: Read, agree and will comply.
CLEC
Competitive Local Exchange Carrier
EMBARQ Response: Read, agree and will comply.
Collect Call
A collect call is a call positively accepted by the called party and a call in which
the called party will pay the charges of the call.
EMBARQ Response: 'Read, agree and will comply.
Confidential
Information
Any information relating to the amount or source of any income, profits, losses or
expenditures of a person, including data relating to cost or price submitted in
support of a bid or proposal. The term does not include the amount of a bid or
proposal. See NRS §333.020(5) (b).
EMBARQ Response: Read, agree and will comply.
Debit Call
A debit call is a call placed using telephone time that an inmate has pre-purchased
through the commissary, and debited from his inmate bank account.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 15
~EMBARQ·
DOC
PART I: TECHNICAL PROPOSAL RESPONSE
2. ACRONYMS/DEFINITIONS
Department of Corrections
•
EMBARQ Response: Read, agree and will comply.
Division
Department, Division.
EMBARQ Response: Read, agree and will comply.
EIAITIA
8etof three telecommunications standards from the Telecommunications Industry
Association, a 1988 offshoot of the EIA.
EMBARQ Response: Read, agree and will comply.
Evaluation
Committee
An independent committee comprised of a majority of State officers or employees
established to evaluate and score proposals submitted in response to the RFP
pursuant to NRS §333.335.
EMBARQ Response: Read, agree and will comply.
ITS
Inmate Telephone System
EMBARQ Response: Read, agree and will comply.
LEC
Local Exchange Carrier
EMBARQ Response: Read, agree and will comply.
LIDB
Line Information Data Base
EMBARQ Response: Read, agree and will comply.
LOI
Letter ofIntent - notification of the State's intent to award a contract to a vendor,
pending successful negotiations; all information remains confidential until the
issuance of the formal notice of award.
EMBARQ Response: Read, agree and will comply.
May
Indicates something that is not mandatory but permissible.
EMBARQ Response: Read, agree and will comply.
NAC
Nevada Administrative Code
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 16
~EMBARQNDOC
PART I: TECHNICAL PROPOSAL RESPONSE
2. ACRONYMS/DEFINITIONS
Nevada Department of Corrections
EMBARQ Response: Read, agree and will comply.
NOA
Notice of Award- fonnal notification of the State's decision to award a contract,
pending Board of Examiners' approval of said contract, any non-confidential
infonnation becomes available upon written request.
EMBARQ Response: Read, agree and will comply.
NRS
Nevada Revised Statutes
EMBARQ Response: Read, agree and will comply.
PAN
Personal Approved Number(s)
EMBARQ Response: Read, agree and will comply.
PIN
Personal Identification Number
EMBARQ Response: Read, agree and will comply.
Pre-paid Collect
A prepaid collect call shall be defined as a call made by an inmate using funds
prepaid by family or friends associated with approved telephone numbers on an
Inmate's PAN. A pre-paid collect call shall only be made to the specific number
for which the called party has established an account with the vendor.
EMBARQ Response: Read, agree and will comply.
Proprietary
Information
Any trade secret or confidential business infonnation that is contained in a bid or
proposal submitted on a particular contract.
EMBARQ Response: Read, agree and will comply.
Public Record
All books and public records of a governmental entity, the contents of which are
not otherwise declared by law to be confidential (see NRS §333.333 and NRS
§600A.030 (5)) must be open to inspection by any person and may be fully copied
or an abstract or memorandum may be prepared from those public books and
public records.
EMBARQ Response: Read, agree and will comply.
PUC
Public Utility Commission
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 17
. . . . EMBAR<r
RFP
PART I: TECHNICAL PROPOSAL RESPONSE
2. ACRONYMS/DEFINITIONS
Request for Proposal - a written statement which sets forth the requirements and
specifications of a contract to be awarded by competitive selection NRS
§333.020(7).
EMBARQ Response: Read, agree and will comply.
ShalllMustIWill
Indicates a mandatory requirement. Failure to meet a mandatory requirement may
result in the rejection of a proposal as non-responsive.
EMBARQ Response: Read, agree and will comply.
Should
Indicates something that is recommended but not mandatory. If the vendor fails
to provide recommended information, the State may, at its sole option, ask the
vendor to provide the information or evaluate the proposal without the
information.
EMBARQ Response: Read, agree and will comply.
State
The State of Nevada and any agency identified herein.
EMBARQ Response: Read, agree and will comply.
Subcontractor
Third party, not directly employed by the vendor, who will provide services
identified in this RFP. This does not include third parties who provide support or
incidental services to the vendor.
EMBARQ Response: Read, agree and will comply.
TDD
Telephone Devices for the Deaf
EMBARQ Response: Read, agree and will comply.
Trade Secret
Means information, including, without limitation, a formula, pattern, compilation,
program, device, method, technique, product, system, process, design, prototype,
procedure, computer programming instruction or code that: derives independent
economic value, actual or potential, from not being generally known to, and not
being readily ascertainable by proper means by the public or any other person
who can obtain commercial or economic value from its disclosure or use; and is
the subject of efforts that are reasonable under the circumstances to maintain its
secrecy.
EMBARQ Response: Read, agree and will comply.
UPS
Uninterruptible Power Source
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 18
~EMBARQ-
Vendor
PART I: TECHNICAL PROPOSAL RESPONSE
2. ACRONYMS/DEFINITIONS
•
Organization/individual submitting a proposal in response to this RFP.
EMBARQ Response: Read, agree and will comply.
Workstation
Equipment used for monitoring inmate calls. This includes a UPS (Universal
Power Source) to keep power to the workstation up to 30 minutes after a power
failure in order to monitor calls.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 19
. . . . . EMBARQ-
3.
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
SCOPE OF WORK
3.1
VENDOR RESPONSIBILITIES - General
The vendor shall furnish, install and maintain all equipment and software necessary to
provide all telephone services to the inmates utilizing the vendor's Inmate Telephone
System (ITS) to all current and future Facilities operated by the State as shown in
Attachment E.
EMBARQ Response: Read, agree and will comply. EMBARQ has completed site surveys to
familiarize ourselves with the Facilities operated by the State and listed in Attachment E. As a
result of our site surveys, EMBARQ has a thorough understanding of what is needed to
furnish, install and maintain all ITS equipment and software for all current and future Facilities.
3.1.1
All vendors submitting a response to this RFP must be'appropriately licensed by
the Nevada State Contractors' Board in accordance with NRS 624. Vendors shall
comply with all applicable laws, rules, regulations, and orders of any authorized
agency, commission, unit of the federal govemment, state, county, or municipal
govemment at no cost to the State. The vendor shall be authorized by the
appropriate governing body and/or regulatory agency to be an Inmate Telephone
Service Provider.
EMBARQ Response: Read, agree and will comply.
EMBARQ is a member of the Nevada State Contractors' Board, under license number
0037900. For NDOC's reference, a copy of our Nevada Secretary of State Certificate of
Existence with Status in Good Standing (Certificate Number: C20070919-0193) and Nevada
Public Utilities Commission Certificate of Public Convenience and Necessity (CPC 2333 Sub 1
Docket No. 06-04020) is enclosed under STATE DOCUMENT NO.6: STATE
CERTIFICATION DOCUMENTS.
3.1.2
The ITS shall comply with all Federal Communication and/or Utility
Commissions regulations.
EMBARQ Response: Read, agree and will comply.
3.1.3
Nevada DOC ITS
Site Evaluations: Vendors shall have an opportunity to visit the Facilities
marked in Attachment E as "Evaluation Sites" during the RFP process. The State
strongly encourages that vendors perform site visits on all of the facilities. Site
visits for the Facilities will be conducted according to the schedule outlined on the
Site Evaluation Form attached as Attachment l. This will be the only time
available for the Vendor to visit the Facilities marked as Evaluation Sites. Please
note that any verbal questions posed during the site evaluations must be submitted
in writing by the Vendor on or before September 21, 2007.
Response to RFP No. 1628
October 15, 2007
Page 20
. . . . EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
EMBARQ Response: Read, agree and will comply. EMBARQ appreciates the opportunity
given us to visit the Facilities marked in Attachment E. An authorized representative of
EMBARQ completed site visits according to the outlined schedule and EMBARQ gained
valuable information to better understand the scope of responsibilities and needs of the State.
EMBARQ submitted questions in writing on September 21, 2007.
3.1.4
Background Check Approvals for site visits are required. For security reasons, the
vendor must complete Attachment I Background Check form and return the
completed form to Gail Burchett via fax at (775) 684-0188 or E-mail
gburchet@Purchasing.state.nv.us on or before September 4th, 2007. Because of
space considerations, each vendor shall be limited to a maximum of two
representatives to attend each site evaluation.
EMBARQ Response: Read, agree and will comply. Our authorized EMBARQ representative
completed the required background check approvals prior to the scheduled site visits.
3.2
VENDOR RESPONSIBILITIES - Equipment and Software
3.2.1
The vendor shall provide all equipment and software necessary to provide the
services as requested in this RFP. These services include but are not limited to
telephone sets, wiring, connectors, jacks, security.and monitoring hardware, and
software systems.
EMBARQ Response: Read, agree and will comply. EMBARQ has carefully considered what
equipment and software is needed to meet and exceed the State's ITS service requirements
and is fully prepared financially and operationally to provide the necessary equipment and
software as described throughout the RFP response.
3.2.2
The vendor will be responsible for the all equipment in the Inmate Telephone
System in its entirety or its individual components including, but not limited to
normal wear/use, inmate abuse, natural disaster, or inmate unrest. This system or
component replacement will be performed at no cost to the State and will occur
immediately upon notification to the vendor of the system problem by the
Facility, or State designee.
EMBARQ Response: Read, agree and will comply.
3.2.3
Nevada DOC ITS
The vendor shall provide the requested number of workstations as specified in
Attachment F, working real-time with the ITS, for such monitoring, recording and
reporting. The workstations shall include a CDIDVD burner and printer. The
State requires that the monitors provided be LCD flat panels. All monitoring
hardware should be of the latest technology, and reliability. The vendor will be
responsible to maintain the hardware for the life of the contract. The vendor will
replace the hardware if needed to allow investigation staff at each facility the
latest tools for access to ITS.
Response to RFP No. 1628
October 15, 2007
Page 21
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
EMBARQ Response: Read, agree and will comply.
NDOC will be provided with 24 fully-featured administrative workstations for investigator and
site personnel use. Each workstation will be of current manufacture and equipped with all
necessary peripheral devices to meet the needs of NDOC users. This includes LCD monitors,
a CD/DVD drive for reading and creating disks, and a printer for report generation.
Workstations will be sound equipped and will also include headsets for monitoring and
recording playback. Reliable models from nationally recognized are used to ensure continuous
performance. All workstations are warranted for the entire contract term.
All system functions can be performed by any approved user who presents the proper user ID
and password during Administrator login.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Report Generation
PIN Administration
Allowed Number List Administration
Blocked Number Administration
Call Record Queries
Silent Monitoring
Call Alert Administration
Privileged Number Administration
Call Recording Control
Call Recording Search and Playback
Call Recording Export to CD or DVD
Phone Shut Down
Call Terminate
Inmate Calling Privilege Management
Each workstation will be equipped with a CDR-W drive or DVD+R drive, color LCD Flat panel
monitor, high speed printer, keyboard, mouse and UPS power and surge protection.
3.2.4 The vendor shall notify the State of any new software upgrades within thirty (30)
days of the introduction of the new software into the market by the vendor. The
vendor shall upgrade the ITS with new software versions and new hardware as
required by the State at no cost to the State.
EMBARQ Response: Read, agree and will comply.
Upon availability of upgrades and/or enhancements to The ENFORCER®, the State will be
notified of the new release updates and provided documentation of the features and
functionalities of the software release. The ENFORCER® is designed with the highest level of
configurability possible. Processes are executed utilizing software whenever possible to
ensure the system is highly flexible and adaptable to the varying needs of each individual
facility. Based on this "soft" design and extensive networking capabilities, all of the features
and functionality of The ENFORCER® can be accessed and maintained remotely. Software
updates and new releases can be downloaded to the systems located at the State's facilities
utilizing an IP connection. All ENFORCER® software upgrades will be provided at no cost.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 22
~EMBARQ3.2.5
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Vendors are to provide information on their ability to detect the presence of cell
phones within a facility. This can be done though the vendor's company or in
conjunction with a subcontractor. Please indicate the impact on the commission
should the State decide to move forward with this requirement.
EMBARQ Response: Read, agree and will comply.
In conjunction with EDO Technologies, the EMBARQ Solution offers wireless technology·
detection for correctional facilities.
Technology Types
There are currently two technologies available to the corrections market for detecting and
locating cell phones.
Non-linear junction technology, which in the form of hand-held wands, detects products
in very near proximity containing circuit boards, and radio frequency technology, which
looks for RF signal transmission over available frequencies throughout the area such as
a cell phone communicating with a nearby cell tower. The non-linear junction technology
requires the user to be in very close physical proximity to the target device, usually
within 10 feet, and is carried to a suspected location by security personnel. It detects
cell phones as well as any other device that contains a circuit card such as TVs, radios,
CD players, etc. These technologies require more labor to operate and while they may
cost less in the short term, they cost more to operate due to added personnel expense
to operate.
RF-based systems differ in that they are hard-wired throughout a facility and utilize a
number of sensors carefully positioned to look for RF signals within the entire target
area which could include multiple buildings. These sensors operate automatically 24 x
365 without manual dependency and will automatically alert security personnel on an
RF transmission, store the relevant data in a centralized database, display the location
in the facility of where the phone is located in simple display screen graphics, and store
all of the relevant data for report generation and investigative work.
Cell Detective sM • the industry leader with high-yield results
Cell Detective is an RF-based system that provides high reliability in detecting and locating cell
phones and related wireless devices within a targeted area. The product was developed by
EDO/EVI Corporation of Columbia MD, specifically to counter the contraband wireless threat in
the corrections environment. EDO/EVI evolved this RF detection product from its affiliation with
their many similar products and technologies which are currently in use by the Department of
Defense and various national intelligence agencies.
Cell Detective will reliably alert, report, and store cell phone detection and location data
without the need for an investigative officer to constantly be watching the display
screen. It has proven itself to initiate minimal false alerts while at the same time, providing a
high yield in locating cell phones for investigators. Cell Detective will also track the real time
movement of a cell phone within the protected area, display the movement on the investigators
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 23
~EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
display screen and continue reporting all frequency and tracking coordinates for the duration of
the call. The system detects all cell frequency transmissions including SMS text messaging
and can be deployed inside and/or outside a facility.
Cell Detective detects and locates cell phones. The system deployment configuration with
respect to the number of sensors will determine the specificity of the phone location; i.e., the
more sensors, the more precise the location capability. Actual location results range from
about 30 feet down to pointing a phone within 5-8 feet.
As stated, the sensors are deployed though out the targeted facility and are typically tied
together with power over Ethernet [POE]. The monitoring terminal can be located anywhere in
the facility such as the warden or chief investigator's office. Investigators can view all cell
phone activity in real time as well as in detailed reports by personnel shift, building, wing,
week, month, etc., so that they can obtain the best span of intelligence data before taking the
phone(s) out. Investigators can also log in and monitor system operations remotely
through secure web-based access.
Cell Detective has been installed and operating for two years in facilities operated by the
Federal Bureau of Prisons, and more recently, for the Virginia, South Carolina, and
Pennsylvania Departments of Correction. The California CDCR also recently deployed the
technology in response to a situation where cell phone activity had reached near crisis levels.
As references for Cell Detective, each organization can attest to the success they have had in
combating the growing internal issues surrounding the infiltration techniques and use of
contraband cell phones. The Pennsylvania Department of Corrections has offered to
demonstrate the Cell Detect system in an every day facility investigative environment and
describe the successes they are experiencing.
Factors Impacting System Pricing
Unlike the non-linear junction hand-held products, the larger scale, more permanent and
feature-rich RF technology requires POE wiring installation, and this will add to the initial
system cost. Because of its modular configuration, Cell Detective can be expanded to include
more coverage and greater location resolution over time by the addition of more sensors. As
the contraband wireless problem continues to grow, the need for a fully integrated, expandable
and upgradeable system is becoming more the norm as commercial wireless device
manufacturers are constantly developing products with smaller foot pints and greater
performance functionality. ICS typically provides customers with a detailed on-site facility
survey in which we carefully review the entire facility with the customer's IT and facility
personnel to determine the number of sensors, location of the wiring, and placement of the
server, followed by a written detailed proposal.
Equipment - Server, sensors, switches, and software account for approximately 50% of the
overall system costs. ICS provides the system software and can provide the server and
switches, but encourages customers to utilize their standard manufacturer purchase
agreements to secure the lowest possible prices for these items.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 24
-"EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
Installation of the POE Wiring - accounts for approximately 50% of the remaining system
cost. The DOC can save this amount by installing the wiring themselves with direction from
ICS technical personnel. Factors which typically impact installation costs are building
construction materials and shape, and wiring access points.
Variables Impacting Exact Pricing
• Level of cell phone location specificity required [e.g., 30ft, 20ft, 8ft] - number of RF
sensors.
• Whether ICS or customer performs the installation.
• Building layout and construction materials, and available wiring access points.
Typical System Price and Possible Impact on Commission
The equipment prices for Cell Detective have ranged from $100,000 - $175,000 for a medium
sized building facility for a moderate to precise level of cell phone location, less installation.
An Alternative Solution
It may also be possible to configure a combination of Cell Detective and the non-linear junction
wand to reduce the NDOC's overall cost. i.e., install Cell Detective configured to provide a
moderate level of cell phone location capability [e.g., to within 30 ft,] and then utilize the wand
to precisely locate the phone.
EMBARQ's ITS subcontractor, ICSolutions, has done a preliminary investigation, and has
priced a trial deployment for the Cell Detective product at one NDOC facility. As described
above, EMBARQ is fully prepared to provide this product to the NDOC, however an in-depth
site survey of each NDOC facility would be required to determine the full cost of the system to
the NDOC. This detailed site survey would be required to determine the locations and quantity
of sensors required to provide detection coverage. Additionally, the surveys would be required
to plan wiring runs and server locations.
The site survey work required to determine these costs cannot be completed by the
designated Deadline for Submission of this RFP. After award and with NDOC permission
EMBARQ will perform these site surveys and work with NDOC to determine the total cost of
sM
the CELL DETECTIVE product to the State. If the cost of this system is to be taken from
inmate calling revenues as reduced commissions, EMBARQ will work with NDOC to renegotiate the commissions outlined in our offer under this RFP.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 25
-"EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
VENDOR RESPONSIBILITIES - Initial and Ongoing Installations
3.3.1
For each facility installation, the vendor shall submit an implementation plan
which shall include an installation schedule. Any initial installations must be
completed within one hundred twenty (120) days after the approval of the contract
by the Board of Examiners and the State's order to proceed. Should
implementation be delayed by any party other than the State beyond the 120 days
allotted, the vendor shall pay for any additional telephone service costs and/or lost
commission incurred by the State as a result of the time delay.
The following table provides a summary of the Nevada ITS implementation schedule. A
detailed schedule is provided in the Implementation Plan Gantt Chart enclosed under STATE
DOCUMENT NO. 10: GANTT CHART IMPLEMENTATION PLAN.
IMPLEMENTATION SCHEDULE SUMMARY
Task
Duration
Contract Awarded
Meeting with EMBARQ personnel and NDOC
personnel to verify critical RFP data
Follow up site Inspections with EMBARQ Program
Manager & subcontractor representatives: ICS,
ShawnTech, and Paragon (confirm location of
demarcs, condition of cabling and cutoff switches,
floor space and power availability for Enforcer
platform and network CPE)
Order equipment and services
1day
0.23 days
Beginning
Date
Mon 2/11/08
Wed 2/13/08
End
Date
Mon 2/11/08
Wed 2/13/08
10.5 days
Tue 2/19/08
Tue 3/4108
4 days
Tue 3/4/08
Mon 3/10108
.
Finalize implementation schedule based upon
provided delivery dates
Delivery of equipment to sites
Install new inmate phones, enclosures, and
pedestals (averaqe 4 phones/hour)
Site preparation - Test and repair all phones, jacks,
and cutoff SWitches, identify all phones by cable
pair, leave a copy of all notes and identification
information on site. Ensure floorlrack space
available for ITS equipment.
ITS installation - modify existing MDF in telephone
room, install ICS Enforcer platform and ICS
Workstations
System installation, testinq, traininq, and cutover
Nevada DOC ITS
1 days
Mon 3/10108
Tue 3/11/08
25 days
12.5 days
Fri 3/7108
Fri 4/4108
Fri 4/11/08
Wed 4/23/08
12.5 days
Mon 4/7/08
Thu 4/24/08
25.5 days
Tue 4/8/08
Tue 5/13/08
39 days
Fri 4/11/08.
Thu 6/5108
Response to RFP No. 1628
October 15, 2007
Page 26
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
SYSTEM INSTALLATION IMPLEMENTATION PLAN
Upon award the following plan will be implemented to achieve the deadline requirement date of
6/10/08.
Phase
Required Representatives,
Location
(# of person nel
per on-site team)
Estimated
Average
Schedule of
Each Team
Number of
Teams
Required
1
Initialization:
Planning and
Organizing
Project
EMBARQ Personnel and
State DOC Personnel,
Conference Call
2 hours
1
2
Inspection:
Site Surveys
EMBARQ (1)
ICS (1)
ShawnTech (1)
Paragon (1)
2 Site
Inspections/Day
1
EMBARQ Personnel,
Developed Off Site
3 Days
1
EMBARQ (1)
Paragon (2)
32 Phones/Day
2
ShawnTech (2)
4 - 8 hours/
Site
2
EMBARQ (1)
ICS (1)
EMBARQ CPE (1)
4 Days/Site
2
Phase
Number
3
4
5
6
Acquisition:
Finalize
Requirements
and Order
Equipment
Phone
Installation:
Install New
Inmate Phones
Pre-Installation:
Prepare for ITS
Installation
Installation:
Install, Test, and
Cutover ITS
Nevada DOC ITS
. Response to RFP No. 1628
October 15, 2007
Page 27
. . . . EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Phase 1 - Initialization: Planning and Organizing Project
Once EMBARQ has received a letter of intent from the State a conference call will be held
between EMBARQ and NOOC. This initial meeting will identify and document information
necessary to placing orders for the equipment and services required for the implementation of
the ITS. In general, this meeting will serve to confirm information that was already provided in
the RFP.
•
•
•
•
•
•
•
Name and physical address of each site that requires inmate telephone service.
Name and physical address of sites that will require access for EMBARQ personnel
during the contract.
Number of inmate phones at each site.
Breakdown of traffic at each site (percentage of traffic that is local, and percentage of
traffic that is long distance [intraLATA, interLATA, and interSTATE]).
Contacts at each site (name, title, and phone number).
Scheduling information (beginning and end dates, site priorities and constraints).
Miscellaneous information (identification of unique technical, regulatory, or
administrative issues),
Phase 2 - Inspection: Site Surveys
Note: site visits of all NOOC facilities were performed in September 2007 by the EMBARQ
Project Manager, Shelia Rafferty. The site surveys described below are for the purpose of
verifying certain critical information in the company of major subcontractor representatives
(ICS and ShawnTech).
The inspection team will perform the following tasks:
•
Locate and identify the following by building, floor, room, rack; identify the following by
vendor and type; and document via e-mail:
Existing inmate telephone system (ITS) platform
Existing ITS workstation
Existing inmate phones (type, backboard, and enclosure)
Existing toggle switches
Existing conduits and risers
Existing lightning protection
Existing AC outlets
•
Identify and document environmentally controlled space for the following planned
equipment:
Floor space for the ICS Enforcer platform
Wall or floor space for any new phones requested by on-site personnel
Desk space for any workstations planned for the site or requested by on-site
personnel
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 28
. . . . EMBARcr
•
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Identify and document other requirements:
•
Electrical power requirements (both for ITS equipment and during installation)
Air conditioning requirements for the ITS equipment
Parking requirements during installation (typically 3 spaces)
Secured storage area requirements for equipment arriving before installation team
(typically 8 foot by 6 foot floor space area that is at least 8 feet high)
Staging requirements during installation (typically 10 foot by 10 foot floor space
area)
Physical address of State sites (street address, city, state, zip)
Contact name and phone number for future coordination
The following information, if provided by the customer during inspection, will be formally
documented:
1. Does this site require PINs?
2. Is this a PIN site with some inmates that have not been issued PINs?
3. Does this site require specific personal allowed numbers (PANs) associated with
specific PIN numbers?
4. What is the desired call limit (calls/day)?
5. What is the desired calling duration limit (minutes)?
6. Is there a daily time period (lunch, nighttime) during which the system should be shut
down?
7. Are the inmates supposed to hear call progression, and what level of detail (called party
response, tones, silence, etc.)?
8. Is 3-Way call desired, and what type (detect, alarm, disconnect, etc.)?
9. Desired location (building, floor, room, location in room) of ITS platform
10. Desired quantity and location of workstations
11. Desired location of CSU/DSUs, routers, and modems
12. Desired quantity and location of new cutoff switches
13. Desired quantity and location of new inmate phones
14. Desired quantity and location of new telephone devices for the deaf (TDDs)
Phase 3-Acquisition: Finalize Requirements and Order Equipment
EMBARQ maintains relationships with a wide range of the top corrections suppliers in the
industry and has selected those that best fit the specific needs of the State. EMBARQ's longstanding relationship with its chosen subcontractors provides for a seamless operation that is
unnoticed by the State. EMBARQ remains the single point of contact regarding performance,
products and services.
Based upon the information provided in the RFP and EMBARQ's proposal, and further details
provided by the customer in conference calls and site inspections, EMBARQ will place orders
to furnish or cause to be furnished, all labor, supervision, equipment, materials, and supplies
as detailed in the table below.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 29
,-,EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Equipment!
Service Type
Inmate Telephone Platform and
Workstations
Inmate Phones
Miscellaneous Cabling, and
Cutoff Switches (if reqUired)
T-1s (1.544 Mb/s)
B-1s (analog lines)
DSL
CPE - Channel Service Units
(CSUs)
CPE - Routers
LD Access
Vendor
Entity Performing
Installation
Enforcer
ICS
Wintel
Paragon
Various
Paragon
Sprint
EMBARQ* and Nevada
Bell
EMBARQ* and Nevada
Bell
EMBARQ* and Nevada Bell
EMBARQ* and Nevada Bell
Sprint
Sprint
Sprint
EMBARQ* and Nevada Bell
EMBARQ* and Nevada Bell
EMBARQ* and Nevada Bell
NA
..
* Telecom services will be provided by EMBARQ Payphone SerVices affiliate Central Telephone CompanyNevada Division d/b/a Embarq Communications, Inc.
Phase 4-Phone Installation: Install New Inmate Phones
At each State facility, inmate telephones will be completely replaced (if necessary) before the
new ITS is turned up and placed in service. A telephone installation crew composed of one
EMBARQ employee and two Paragon employees will be dispatched to ensure the scheduled
cutover date is achieved. An examination of the telephones at each facility will have been
performed during the site inspections providing that access and escorts can be obtained.
These inspections will identify the tools and hardware necessary to perform replacement of all
of the existing inmate telephones at each facility with the new inmate telephones.. For each
existing telephone, the two-person Paragon crew will remove the existing telephone from the
wall or pedestal and replace backboards or enclosures as necessary. The new telephone will
be placed in the space left by the existing telephone and connected to the existing wiring that
was used by the previous inmate telephone. If the wiring is determined to be unacceptable
during installation of the new telephones, it will be replaced by Paragon personnel. The crew
will remove all of the existing telephones and dispose of them as directed by the local State
personnel.
Phase 5 - Pre-Installation: Prepare for ITS Installation
At each site the pre-installation team will perform the following tasks:
•
•
•
•
•
•
•
Extend B1s from demarc to the room where the phone equipment will be installed
Provide two clean and identified cable pairs for each T1 for ICSolutions to extend
Mark blocks 1-24 and identify each pair and what phone it serves
Leave a copy of all notes and identification information on site
Test and repair all phones, jacks and toggle switches
Identify all phones by cable pair
When B1s can't be extended before the cut, leave information about how extensions will
be done
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 30
~EMBARQ'
•
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Run two CATS cables from room where the ITS will be located to the rooms where the
workstation will be installed (2 per workstation.)
•
Phase 6 - Installation: Install, Test, and Cutover ITS
An ICSolutions ENFORCER® System will be installed in the telephone room at each State site
by ICSolutions personnel under the supervision of an EMBARQ representative (see cabling
table below).
1. Once the cutover date has been confirmed with the State, EMBARQ will begin to cut the
station lines from the old ITS and install them on the new.
2. EMBARQ will begin by disconnecting incoming station lines between the Main
Distribution Frame (MDF) and the existing platform 24 lines (one block) at a time.
3. After the first block has been cut each pair will then be punched down on the block
connecting the MDF to the new ITS.
4. If the cable between the MDF and the existing ITS is too short to be connected to the
new ITS, a new cable will be installed to connect the MDF to the new ITS platform.
5. This process will continue until all lines are transferred over to the new system.
6. The phones will only be interrupted 24 at a time; it should not take more than 15
minutes per block of 24 to transfer service.
7. EMBARQ personnel will work with the site to schedule the transfer of the phone lines
during a period that inmates do not have access or have limited access to the phones
(Example: lunch or dinner times).
Once the new ITS has been cutover and thoroughly tested, the existing ITS will be removed
and located as directed by the owner of the existing ITS.
I
EMBARQ will provide for all the cabling needs of the new ITS that cannot be served by the
existing wiring at each site. The following table describes the type and amount of cable
required to serve the ITS equipment and the associated connectors.
From
ITS
To
MOF
Vendor
Who Will
Perform
Cabling
ICS
MOF
IOF
Paragon
IOF
Phones
ITS
ICS
Workstations
Nevada DOC ITS
Type of Cable
25 pair 24 gauge
Amount
Required
1 pair/phone
1 pair/phone
Paragon
50 pair
underground
burial cable,
24aauQe
4 pair 24 gauge
ICS
CATS
2
pair/workstati
on
Response to RFP No. 1628
October 15, 2007
1 pair/phone
Notes
Terminates on
ITS with
Amphenol Plug
Terminates on
the MOF & IOF
with standard 66
blocks
Terminates on
the phone with
RJ-11 jacks
Terminates on
the Workstation
with Ethernet
Page 31
~EMBARQ-
ITS
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
ICS
CAT5
2
pairfworkstati
on
ITS
Existing
DOC
Workstations
CSUfDSU
ICS
Ethernet Cable
1fT-1
ITS
Router
ICS
Ethernet Cable
1 per
ENFORCER®
Chassis
ITS
LEC
Demarcati
on
ICS
4 pair 24 gauge
1 pairfB1
cable connector
Terminates on
the Workstation
with Ethernet
cable connector
Terminates on
ITS and the
CSUfDSU with
an RJ-48C
connector
. Terminates on
ITS and the
router with an
RJ-48C
connector
Terminates on
LEC
Demarcation
with RJ-11
EMBARQ will also ensure that the new ITS is properly programmed by coordinating the
information flow between the State and ICS and performing the necessary test calls.
3.3.1.1 Weekly updates to the installation plan must be submitted to DOC
Administration located in Carson City, Nevada. If the implementation
extends past the one hundred twenty (120) days, the vendor will pay for
any additional telephone services costs and or lost commissions incurred
by the State as a result of the time delay.
EMBARQ Response: Read, agree and will comply.
. EMBARQ will provide weekly updates to NDOC in whatever form NDOC selects (phone calls,
e-mails, etc.) throughout the implementation of this project. The Project Manager will provide
schedule updates and summaries of any major issues for the previous week. EMBARQ has
read, understood, and agrees that it will have to pay for any additional telephone services
costs and or lost commissions incurred by the State as a result of a delay.
3.3.2
The vendor agrees to obtain the State's written permission before proceeding with
any work that requires cutting into or through girders, beams, concrete or tile
floors, partitions or ceilings, or any work that may impair fireproofing or moisture
proofing, or potentially cause any structural damage. The State does not
anticipate that such work will be required for the initial installation of the ITS.
EMBARQ Response: Read, agree and will comply.
3.3.3
Nevada DOC ITS
The vendor agrees to assume responsibility for all installation of equipment in
accordance with the specifications contained in the manufacturer's installation
instructions.
Response to RFP No. 1628
October 15, 2007
Page 32
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
EMBARQ Response: Read, agree and will comply.
3.3.4
Use of existing or in-place conduit, raceways, cable ways, cable, inside wiring,
telephone set mountings, switches, terminal boxes, and terminals within the
Facility are at the risk of the vendor. No exposed wiring will be permitted.
Ownership of any wiring or conduit placed under this Agreement by the
successful vendor becomes the State's property upon termination and/or
expiration of the Agreement.
EMBARQ Response: Read, agree and will comply.
3.3.5
The vendor agrees that if any cabling work is required as part of any installation,
all new cables shall be used and marked clearly and legibly at both ends, and must
meet all applicable EIAITIA wiring standards for commercial buildings. All new
cabling required by the vendor will be installed by the vendor at no cost to the
State.
EMBARQ Response: Read, agree and will comply.
3.3.6
The successful vendor must agree to install the quantity of telephones required by
the State as detailed in Attachment F.
EMBARQ Response: Read, agree and will comply.
3.3.6.1 During the term of this Agreement, the vendor shall install any additional
telephones, and monitoring and recording equipment at no cost to the
State. This includes expansion to the existing Facility and any newly
constructed Facility throughout. Any new facilities will be added to the
'contract through an amendment and will be afforded the same terms and
conditions.
EMBARQ Response: Read, agree and will comply.
3.3.7
The vendor shall provide and install adequate surge and lightning protection
equipment on all lines used for the ITS. This shall include a UPS for the switch if
required. UPS units must be adequate for the size of each Facility. Adequacy must
be documented based on UPS manufacturer's recommendations. The vendor must
provide, install and maintain (according to manufacturer's specifications) all ITS
UPS equipment at each of the Facilities. The vendor must replace all UPS
equipment upon expiration of the manufacturer's life cycle of the installed
product. The use of traditional "power strips" for surge protection is not
acceptable.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 33
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Each ENFORCER® is delivered with a 2.2KVA rated uninterruptible power supply (UPS) unit.
In the event of a commercial power outage, the inmate phones and The ENFORCER® system
will continue to operate for up to one hour.
We also deploy line protection to further shield the system, phones and lines from lightning and
power surges. UPS equipment and/or components will be replaced upon expiration of the
manufacturer's life cycle for that product.
.3.3.8
Installation of all telephones and related equipment shall be accomplished during
normal business hours at each Facility or as directed by the Facility's onsite
Warden.
EMBARQ Response: Read, agree and will comply.
3.3.9
The vendor shall clean up and remove all debris and packaging material resulting
from work performed.
EMBARQ Response: Read, agree and will comply.
3.3.1 0 The vendor shall restore to original condition any damage to the State's property
caused by maintenance or installation personnel associated with the vendor,
including repairs to walls, ceilings, etc.
EMBARQ Response: Read, agree and will comply.
As the prime contractor, EMBARQ will be responsible for the work of our sub-contractors. Any
damage cause to NDOC facilities will be restored by EMBARQ.
3.3.11 The vendor agrees to install, repair and maintain all vendor provided equipment
and lines at no cost to the State. All vendor provided equipment, installation,
maintenance and repair costs as well as all costs or losses due to vandalism shall
be the total responsibility of the vendor.
EMBARQ Response: Read, agree and will comply.
3.3.12 Upon completion of initial installation and ongoing installations, vendor must
provide the State with a list of telephone numbers, serial numbers, and locations
of each unit.
EMBARQ Response: Read, agree and will comply.
3.3.13 The vendor must indicate the physical size of any controlling equipment to be
installed at the State's facilities.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 34
~EMBARQ'"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
The ENFORCER@ system is compact and capable of supporting up to 200 inmate phones in a
single standard equipment cabinet. The cabinet requires less than 2 square feet of floor space
and no wall space. Approximate dimensions of the equipment cabinet are: 24" wide, 24" deep
and 63" tall. Smaller sites (CCC, ECC, HCC, WCC, ISCC, PC, SSCC, TCC, NNRC) will be
served via the Casa Grande system. As a result, the equipment at these sites will be limited to
a compact network gateway and associated power protection. In addition, existing cabling will
be used for JCC to serve phones at that site from SNCC and similarly, SCC will be served
from the NNCC system. We feel that this configuration will provide NDOC with the most
efficient configuration from a performance and maintenance viewpoint.
3.3.14 The vendor must indicate any environmental conditions required for the proposed
controlling equipment. This will include any air conditioning or heating
requirements for the control room or area. The vendor may be required to supply
the necessary heating or cooling system for the control room.
EMBARQ Response: Read, agree and will comply.
Optimal environmental conditions for the ENFORCER® System are ambient temperatures of
between 35 and 85 degrees Fahrenheit and humidity ranges that do not exceed 80%.
Redundant internal system fans are included within each chassis to help manage heat
dispersion when conditions exceed these preferred conditions.
3.3.15 The vendor shall offer cordless phones to the State at designated facilities. Those
facilities requesting cordless phones will be shown on Attachment F. The vendor
shall provide the cordless phones to the State at no cost to the State. The vendor
shall process the calls from the cordless phones through the ITS. The vendor will
supply additional cordless phones and or batteries for the phones at no cost to the
State throughout the term of this contract.
EMBARQ Response: Read, agree and will comply.
3.4
STATION EQUIPMENT SPECIFICATIONS
3.4.1
The ITS shall be capable of providing all operational features and system
requirements applicable to all calls placed through the system, including local,
long distance, and international calling.
EMBARQ Response: Read, agree and will comply.
EMBARQ will install the ENFORCER® call processing ITS for the installation based upon its
sophisticated, feature-rich design. The ENFORCER® offers a comprehensive inmate calling
platform which offers integrated collect, prepaid collect and debit calling to local and long
distance destinations throughout the North American Numbering Plan. International calling is
offered through the debit calling feature. All call types are fully controlled by the ENFORCER®
system.
Nevada DOC ITS
Response to RFP No. 1628
Octoberl5, 2007
Page 35
-"EMBARc:r
3.4.2
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Each call, having been identified as being placed through the vendor's ITS, shall
be delivered to the called party as a collect call, debit and/or prep-paid call. Please
describe your company's methodology to accomplish this.
EMBARQ Response: Read, agree and will comply.
The proposed ENFORCER® provides fully automated collect, prepaid collect and optional
debit calling. Calls are presented to the called party based on call type selected by the inmate,
or as pre-designated by the called party.
EMBARQ is pleased to offer ICSolutions industry-leading Point of Sale Prepaid Collect
(PSPCTM) solution to the Facility. PSPCTM offers a real-time payment alternative for called
parties that would ordinarily be blocked as a result of credit issues or lack of billing
arrangements with the called party's local phone provider. The called party is instantly
connected with a knowledgeable billing representative who will explain the program, establish
a prepaid account and offer a variety of payment options, including credit card, e-Check,
Western Union® or money order. Credit Card and e-Check payments can be processed and
inmate calling to that number restored in as little as 15 minutes.
Payments of any amount are accepted. Payments made on-line are processed at no charge.
Payments made via telephone are made free of charge if the payment is greater than $50.
Payments made on the phone for less than $50 will be charged a reasonable processing fee.
Payments may be made real time via:
•
•
Toll Free Telephone (888-506-8407, 24 hours a day)
User-Friendly Web Site (https://icsonline.icsolutions.com/icsonlinelicsonline.aspx)
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 36
~EMBARQ'
•
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
INl'r'!f.lTE C!U.UNG
Online Payment Processing
"'Solutions
(BBB) 506-B407
v~_~f_pri..,~c-Y,i,s
if11_~()r1:;:a~,-!o.--us.,
";;;'LLING PHONE NUMBER
W~_-_ ~a:~eguardyour
-per:son~1 information
andtre:.afitas
Please enter your billing phone number where you want the inmate to call.
Billing Phone Number:
(1_..
corifidential,
D* D* 0*
'" Required field
-',
I
Home
I Contact Us I ffiQ I
IeSolutions
I
I
•
I
Logout
@2006 ICSolutions
Advantages of PSPC:
•
•
•
•
•
•
•
•
Real time account set-up
Increased call volume
Payment option for "unbillable calls"
Eliminate complaints from CLEC customers
Reduced inmate complaints
Allows called party to budget phone expense
Allows calls to numbers that cannot accept traditional collect calls
(Le. work phones, cell phones, unbillable parties)
Payment Methods Accepted:
•
•
•
•
•
Credit Card
Debit Card
e-Check
Western Union®
MoneyGram® - Wal-Mart®
PSPCTM was developed to deliver a combination of proven calling technology and revenue
retention services that will enable the facility to maintain strong inmate-to-called party
communications while retaining a greater portion of the calling revenue, which would not be
typically available through other calling solutions. The PSPCTM application is a leading edge
web-based payment system coupled with the ICSolutions fraud reduction (FraudlmpacFM)
platform and interfaced to all online and traditional payment processors. The PSPCTM
application is utilized in conjunction with conventional collect calling and simply provides the
called party with a vehicle to communicate with an incarcerated friend or family member. This
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 37
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
communication is enabled through a single complimentary call which is facilitated and
monitored by the PSPCTM platform.
Utilizing this platform, the need for billing arrangements with specific CLECs is no longer
necessary to complete collect calls to a particular destination number. The system will allow
the inmate a single complimentary call to each dialed number before a credit block is activated
in the PSPCTM platform. The design and objective of the PSPCTM platform is to provide the
short-term inmate with immediate access to individuals that can help facilitate their release,
irrespective of their location within the facility. With regard to long-term inmates, prepaid
accounts will be established with called parties that do not qualify for traditional collect calling.
This action will result in an increase in the total number of completed calls and thereby
increase the revenue and commissions to the facility.
.
3.4.3
Do you, the vendor have the ability to track other carrier's phones and validate
bill to numbers?
EMBARQ Response: Read, agree and will comply.
Yes. Each called number is validated against the ICSolutions' centralized database and the
L1DB database to determine whether or not collect calling is permitted, and whether or not it is
billable. As described above, unbillable collect call attempts (calls to cell phones, numbers with
collect call restrictions or billed number screening, calls to numbers served by local phone
companies that do not offer third party billing, etc.) are redirected to the prepaid calling
process.
3.4.4
The vendor shall subscribe to the Line Information Data Base (LIDB) for
validation purposes. The vendor shall query this database for each inmate call and
process only those calls which do not have Billed Number Screening (BNS) or
Billed to Numbers (BTN). The vendor must assume all responsibilities for the
cost ofthe validation.
EMBARQ Response: Read, agree and will comply.
Call attempts are validated against the proprietary database as well as the L1DB database to
prevent placement of calls to blocked numbers or those with BNS restriction in place. The cost
of validation is the responsibility of EMBARQ and will not impact NDOC.
3.4.5
Telephone station equipment shall be powered by the telephone line and require
no additional power source. A power source will be available at the demarcation
location. Vendors may be required to identify the demarcation location for each
Facility.
EMBARQ Response: Read, agree and will comply. The proposed equipment (Wintel
ITC7090SS Coinless Inmate Phone with Volume Control) is line powered and therefore does
not require an additional power source.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 38
~EMBARQ'"
3.4.6
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
The vendor must provide a universal power supply/power back up system (UPS)
for the ITS robust enough to support the system for 30 minutes in the event of a
power outage.
The vendor is responsible for maintaining the UPS per
manufacturer's instructions and warranty for the term of the Agreement.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® is delivered with a 2.2KVA rated uninterruptible power supply (UPS) unit.
In the event of a commercial power outage, the inmate phones and the ENFORCER® system
will continue to operate for at least 30 minutes and as much as 1 hour. We also deploy line
protection to further shield the system, phones and lines from lightning and power surges.
3.4.7
In the unlikely case of the loss of commercial power and the failure of the UPS,
the ITS must automatically restrict or "shut off' all inmate telephones so that no
inmate calls can be made until commercial power is restored and access is one
again provided by the State.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system controls the line power provided to the inmate phones and in the
unlikely event of both commercial power failure and UPS failure, the inmate phones will be
inoperable. The system will automatically restart once commercial power is restored.
3.4.8
The vendor must describe in its response what component redundancy is provided
to limit or virtually eliminate system downtime due to hardware component
failure.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® was designed with a distributed processing architecture to minimize the risk
of system failure and reduce the risk that any single component could result in a complete
system outage. The most susceptible components are equipped with internal redundancy
and/or hot swappable spares (hard drives, cooling fans, power supplies) to ensure minimal risk
of service affecting failure and reduced time to repair.
A typical site with 100 inmate phones would be served by two processor chassis. Each
processor would contain an array of mirrored drives along with a separate database server
containing a RAID array of hard drive storage. By distributing phones among the two
processor chassis, the impact of failure of one processor is minimized.
Additionally, each system is monitored on a 24X7 basis utilizing ProActiveNet and Nagious
monitoring applications. These applications monitor both hardware statistics and the
application software. In the event of a failure, the application will generate alerts to the
appropriate rapid response personnel
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 39
-"EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Critical system data, call records and call recordings are stored on a RAID array of non-volatile
hard drives to ensure that any prolonged interruption in power does not result in loss of call
records. The RAID Array provides both reliability and redundant drives for maximum
protection of the facility's data. Call records are polled via WAN connection to San Jose, CA
and stored on industrial quality RAID servers. Should a catastrophic event occur at the site,
your data is safe and can be restored quickly.
3.4.9
The ITS and telephone stations shall be sturdy, non-coin, vandal resistant and
steel annored composed of durable, tamper-free equipment suitable for a
detention environment. The equipment must contain no removable parts.
EMBARQ Response: Read, agree and will comply.
Inmate Telephones: EMBARQ will be using the Wintel ITC7090SS Coinless Inmate Phone
with Volume Control. The ITC7090SS is the overwhelming choice for inmate facilities
throughout the industry. This hardened inmate phone meets and exceeds the listed
requirements forNDOC.
Features:
•
•
•
•
•
•
•
•
Built-in user controlled volume "LOUD"
button on all inmate telephones.
Meets all ADA requirements for user
controlled amplification.
Rugged vandal resistant housing especially
designed for inmate use.
Sealed handset suitable for heavy use and
abuse areas.
Security screws to minimize tampering.
Confidencer
technology
filters
out
background noise at the user's location.
Armored handset cord equipped with a steel
lanyard (1000 lb. pull strength) and secured
with vandal resistant retainers. Standard
cord lengths are 18 and 36 inches.
Hearing aid compatible and FCC registered.
The inmate telephones have been constructed to be tamperproof, are manufactured of 14gauge stainless steel, and designed for indoor or outdoor use. EMBARQ will provide the
necessary outdoor enclosures to fully protect the inmate telephone from weather.
EMBARQ proposes using the UltraTec Superprint 4425 printing TTY in facilities that have a
listed requirement for TDDITTY equipment. Ultratec is the recognized leader in manufacturing
quality TTY equipment, provides all the features required, and is totally compatible with the
ITS.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 40
~EMBARQ-
•
•
•
•
•
•
•
•
•
•
•
•
•
•
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Built-in, 24-character printer
3 selectable print sizes
32k memory
Date/time printed at the beginning of each
call
Turbo Code" and Auto IDTM
E-Turbo for simplified relay calling"
Built-in ring flasher
Arrow keys for easy review of memory
Convenient GAiSK keys
Easy-touch greeting memo
TTY Announcer™ tells hearing callers you
are using a TTY
Baudot code (45.5/50 baud rate)
Sticky key feature (for single-handed typing)
ASCII code is available
3.4.10 The vendor shall provide a sufficient number of telephone lines to the ITS to
prevent inmates from receiving busy signals more than 0.5% ofthe time.
EMBARQ Response: Read, agree and will comply.
3.4.11 The vendor shall provide telephone reception quality equal to the highest level of
toll quality offered to the general public and shall meet telecommunication
industry standards for service quality.
EMBARQ Response: Read, agree and will comply.
3.4.12 The vendor shall provide accommodations necessary to comply with Americans
with Disabilities Act (ADA) requirements, including but not limited to providing
telephones which are accessible to persons in wheelchairs and providing systems
that are compatible with Telephone Devices for the Deaf (TDD). The vendor
shall provide the requested number ofTDD units as specified in Attachment F.
EMBARQ Response: Read, agree and will comply. EMBARQ is completely familiar with ADA
requirements for telephone accessibility and TDD compatibility and will provide the requested
number of TDD units as specified in Attachment F.
3.4.13 A minimum of twenty (20%) percent of the telephone sets must be of the
"amplified" or volume controlled sort. The vendor shall accept the State's
decision regarding whether the reception quality meets industry quality standards.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 41
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
EMBARQ Response: Read, agree and will comply. EMBARQ will be using the Wintel
ITC7090SS Coinless Inmate Phone with Volume Control, therefore 100% of our telephone
sets will have "amplified" volume control capabilities.
3.4.14 The ITS shall monitor the switch hook of the inmate telephones and if the switch
hook is depressed at any time, the call will be disconnected or an internal dial tone
should be activated to prevent fraud. The vendor must assume all responsibility
for fraud.
EMBARQ Response: Read, agree and will comply.
Each inmate station port is monitored continuously for switchhook depression. Any such
activity results in current call disconnection and will direct the inmate to initiate a new call with
all call controls in place. Because the system resides between the phone instruments and the
outgoing voice network, the manipulation of the switchhook will never provide the inmate with
access to an unrestricted outside line. We assume responsibility for any fraudulent calls
placed through the system.
3.4.15 During the call set up process, the ITS shall provide a pre-recorded announcement
identifying that the call is coming from a specific inmate at the Facility listed on
Attachment E.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® will be programmed with a customized call greeting played to the called
party upon answer.
Upon detecting answer, the system responds with "Hello, this is a collect call from [inmate
name], an inmate at the Nevada State Prison."
The actual greeting will be customized based on the location of the inmate telephone.
3.4.16 The ITS must offer the called party an option to receive a rate quote during the
call set-up process.
EMBARQ Response: Read, agree and will comply.
Additional configuration parameters can be chosen to give the called party the following
options:
•
•
•
To accept this call, dial '5',
To refuse this call, dial '9', or hang up now
For a rate quote on this call, dial '2'
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 42
-"EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
The quote provided will include both the per call and per minute charge as applicable based on
the call type and the number dialed.
3.4.17 All collect calls including debit and pre-paid calls must be clearly identified as a
collect call to the called party. This recording must be heard by the called party,
and be free of any toll charges. Each call (whether collect, pre-payor debit) shall
include the following announcement: "This call may be monitored and recorded. "
The vendor must indicate how much time is allowed for the inmate to record
his/her name when placing a call and how many times the system will play the
message to the called party prior to termination.
EMBARQ Response: Read, agree and will comply.
Each call is clearly identified to the called party based on call type: collect, prepaid collect or
debit. No charges are assessed until the called party positively accepts the call as directed.
Part of the call announcement includes the inmate's name. If the PIN feature is used, the
inmate records his/her name when the very first call is placed. That name recording is then
stored by the system and used to place all future calls placed using that PIN. This eliminates
the risk of inmates using the name recording window to pass messages to called parties. If the
PIN feature is not used, the inmate is required to record his/her name with each call attempt.
The name recording time is limited to two seconds (configurable) to minimize the risk of
message passing.
The normal sequence for guiding an inmate through the process of· call set-up runs
approximately 30 seconds, depending on menu configuration, and is as follows:
•
Inmate is prompted to make a language selection (English and Spanish are standard,
however, any number of languages can be supported.)
•
Inmate is prompted to make an operational selection (collect call, instructions,
orientation, etc. depending on what is configured for inmate options).
•
When the inmate chooses to make a collect call, the system prompts for:
-
ID-PIN, if used, or
-
Record your name (configurable length of time for recording depending on how
much is required ...generally, this is kept short to prevent the inmate from passing
messages without completing calls).
-
Inmate is prompted to enter their requested telephone number.
-
Inmate is prompted to "please hold while your call is being placed".
-
The system searches for an available trunk and dials the number.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 43
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
-
The inmate is then brought onto the line to hear call progress such as ringing,
busy, etc.
-
At this point, the inmate cannot be heard.
-
Upon detecting an answer, the system can be configured to allow the inmate to
monitor the accept/reject process, or it can be configured to keep the. inmate in
silence until the call is accepted.
-
If the call is rejected, or the called party hangs-up, the inmate is prompted with
"Your party has refused this call. Goodbye."
-
If the call is accepted, the inmate then hears "Thank you for using EMBARQ.
This call may be monitored or recorded. You may begin speaking now."
-
At this point, the call timer begins and runs until it detects maximum call duration,
fraudulent use, or hang-up from one party.
-
The system can be configured to brand all calls, or pre-selected types of calls.
The standard branding provides the called party with the following process:
-
Upon detecting answer, the system responds with "Hello, this is a collect call
from [inmate name}, an inmate at the Nevada State Prison."
-
Additional configuration parameters can be chosen to give the called party these
options: "To accept this call, dial '5', to refuse this call, dial '9', or hang up now.
For a rate quote on this call, dial '2'.
3.4.18 Call acceptance by the called party shall be accomplished for all collect, debit and
pre-paid calls through caller confirmation (positive acceptance). Voice
recognition is not an acceptable method for positive call acceptance. The ITS
shall be able to recognize and distinguish standard or irregular busy signals,
standard or irregular ringing signals, answering machines, cellular telephones,
pagers, operator intercepts, quick disconnects, chain dialing, no voice from called
party, etc. The vendor shall provide information on how the proposed ITS will
meet this requirement.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system supports both DTMF and pulse-based call acceptance responses.
When the called party is instructed to accept or reject the call, the system "listens" for either
the appropriate DTMF or the correct count of rotary-dial pulses.
Through the use of answer detection technology, the ENFORCER® recognizes busy signal,
ring no answer, and invalid number announcements (SIT Tones). Upon detecting answer, the
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 44
~EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
system will only acknowledge positive acceptance by the called party. Answering machines,
pagers and voice mail responses will all be treated as incomplete calls. Only a positively
accepted call will generate a call charge to the paying party.
3.4.19 The ITS shall process calls on a selective bilingual basis: English and Spanish.
The inmate must be able to select the preferred language utilizing a simple code.
The vendor shall indicate whether the called party can also select the preferred
language for call prompts. Written dialing instructions in both English and
Spanish must be permanently and prominently displayed on each inmate
telephone.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® is delivered with pre-recorded instructional voice prompts in both English
and Spanish. Language is selected by the inmate as part of the call setup process. "For
English, press 1; for Spanish, press 2." Additional languages can be added at the facility's
request at no charge.
3.4.20 The ITS shall provide a recording back to the inmate which details why a call was
not completed. Please provide a list of the available recordings.
EMBARQ Response: Read, agree and will comply.
If a call is not completed for any reason, the inmate is informed of the status by an explanatory
announcement. Examples include:
Facility Block
"The number you have dialed is blocked and cannot
be called from this facility"
Telco Block
"The number you have dialed is blocked by the
telephone service provider"
No Answer
"Your party is not answering. Please try your call
again later. "
Busy Signal
"That line is currently busy. Please try your call
again later. "
Invalid Telephone
Number
'',1\ dialing error has occurred. Please check your
number and try again. "
Refused Call
"Your party has refused this call"
Refused & Blocked
"Your party has refused this call and blocked their
number from future calls. "
3.4.21 The vendor shall indicate how calls to rotary telephones are handled to ensure
completion of all calls.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 45
. . . . EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system supports both DTMF and pulse-based call acceptance responses.
When the called party is instructed to accept or reject the call, the system "listens" for either
the appropriate DTMF or the correct count of rotary-dial pulses.
3.4.22 Please state your process for completing those calls that would normally be
blocked because of CLEC issues.
EMBARQ Response: Read, agree and will comply.
EMBARQ is pleased to offer the ICSolutions industry-leading Point of Sale Prepaid Collect
(PSPCTM) solution to the State. PSPCTM offers a real-time payment alternative for called
parties that would ordinarily be blocked as a result of credit issues or lack of billing
arrangements with the called party's local phone provider. The called party is instantly
connected with a knowledgeable billing representative who will explain the program, establish
a prepaid account and offer a variety of payment options, including credit card, e-Check,
Western Union® or money order. Credit Card and e-Check payments can be processed and
inmate calling to that number restored in as little as 15 minutes.
ICSolutions accepts payments of any amount. Payments made on-line are processed at no
charge. Payments made via telephone are made free of charge if the payment is greater than
$50. Payments made on the phone for less than $50 will be charged a reasonable processing
fee.
Payments may be made, real time via:
•
•
Toll Free Telephone (888-506-8407) (24 Hours a Day)
User-Friendly Web Site
https:llicsonline.icsolutions.com/icsonline/icsonline.aspx
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 46
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
INMAn: CALLING
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Advantages of PSPC:
•
•
•
•
•
•
•
•
Real time account set-up
Increased call volume
Payment option for "unbillable calls"
Eliminate complaints from CLEC customers
Reduced inmate complaints
Allows called party to budget phone expense
Allows calls to numbers that cannot accept traditional collect calls
(i.e. work phones, cell phones, unbillable parties)
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 47
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Payment Methods Accepted:
•
•
•
•
•
•
Credit Card
Debit Card
e-Check
Western Union®
MoneyGram® - WalMart®
PSPCTM was developed to deliver a combination of proven calling technology and revenue
retention services that will enable the facility to maintain strong inmate-to-called party
communications while retaining a greater portion of the calling revenue, which would not be
typically available through other calling solutions. The PSPCTM application is a leading edge
web-based payment system coupled with the ICSolutions fraud reduction (Fraudlmpact™)
platform and interfaced to all online and traditional payment processors. The PSPCTM
application is utilized in conjunction with conventional collect calling and simply provides the
called party with a vehicle to communicate with an incarcerated friend or family member. This
communication is enabled through a single complimentary call which is facilitated and
monitored by the PSPCTM platform.
Utilizing this platform, the requirement of billing arrangements with specific CLECs is no longer
necessary to complete collect calls to a particular destination number. The system will allow
the inmate a single complimentary call to each dialed number before a credit block is activated
in the PSPCTM platform. The design and objective of the PSPCTM platform is to provide the
short-term inmate with immediate access to individuals that can help facilitate their release,
irrespective of their location within the facility. With regard to long-term inmates, prepaid
accounts will be established with called parties that do not qualify for traditional collect calling.
This action will result in an increase in the total number of completed calls and thereby
increase the revenue and commissions to the facility.
3.4.23 Please provide operational specifics and a description of your proposed inmate
phone system validation process. Please include whether the vendor's validation
is done real time or by batch. Specify vendor's process for unblocking a phone
number which was originally restricted for non-payment, to include the timeframe
for removing the restriction once the payment posts.
EMBARQ Response: Read, agree and will comply.
Call attempts are validated against the ICSolutions proprietary database as well as the LIDS
database to prevent placement of calls to blocked numbers.
3.4.24 Please state your process for identifying a call being placed to a cell phone.
Please explain how current technology is/is not capable of detecting such
information and the percentage of called party numbers that can be recognized as
a cell phone.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 48
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
ICSolutions first verifies the true account owner information and OCN via a LIDS validation dip.
This information is them mapped to the Terminating Point Master (TPM) database which
identifies the serving provider for that telephone number block. This final TPM look up goes
down to the Station level for greater accuracy (in other words the NPA, NXX and first digit of
the last four digits of the telephone number 555-555-5XXX. Our past experience using this
method is accuracy in excess of 99%. Calls to cell phones are directed to our Point-of-Sale
Prepaid Collect calling option automatically.
3.5
REPORTING REQUIREMENTS
3.5.1
The vendor must provide reporting and querying methods and capabilities which
provide maximum flexibility, a user friendly interface, speed. Efficiency and
accuracy at both central and remove sites. The vendor must describe in their
response the reporting capabilities of the system including with out limitation the
ability of the system to access reports or a subset of reports to designated NDOC
personnel by password or other structured access and how this will be
accomplished.
EMBARQ Response: Read, agree and will comply.
Each call attempt results in the creation of a call detail record. The record includes extensive
information about the call, including the following:
-
Date of call
Start Time of Call
End Time of Call
Call Duration
Called Number
Station & Trunk ID
PIN (if applicable)
Disposition of Call (accepted, denied, incomplete etc.)
Call Termination Reason
Call Charges (if accepted)
Recording indicator
Three-way call detect indicator
Call detail records are stored on the system hard drives for the entire contract duration to
provide the facility with immediate access to historical call information throughout the contract
term.
Extensive call detail reports are available to meet the requirements stated. The following
screen details the customization options available for call detail reports.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 49
-...EMBAR<r
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
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Security clearance to gain access to call record data, call recordings, call monitoring and
reporting is managed through a series of usernames, passwords and account privileges in the
ENFORCER@ system. Each username is established with a pre-configured set of privileges in
the graphical user interface (GUI). These privileges range from being able to create or modify
inmate data to being able to display reports, playback recordings, etc. When the browser
based GUI is launched, the user must "login" (see following example) to the system with a
valid username and password.
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Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 50
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
3.5.2 Please list all available standard reports you can provide at no cost to the
State.
EMBARQ Response: Read, agree and will comply.
The ITS offers an extensive list of standard and query based reporting options to fit every
administrative and investigative need. The following is a list of the standard reports available
on the ITS. Custom reports can also be generated using the query-based call record function.
We are always available to assist with any reporting need or any customized report
requirement.
Report Name
Description
Number Status
Provides the current status of any telephone number (i.e.
blocked, allowed, do not record, free, etc.)
Concurrent Connection
Shows any number dialed at the same time by more than one
station
Number History
Provides a historical record of any called number. Shows when
added, and any modifications made by whom and on what
date/time.
. Frequently Called Numbers
Lists most called telephone numbers. The user may specify a
threshold· for example, any number called more than 10 times in
a given time frame.
3-Way Attempts
Lists all 3-way call attempts detected with all associated call
detail information.
Call volume statistics
Summarizes call volume information by facility and phone within
a user-defined date range
Top 25 3-way destination numbers
Shows the top 25 called numbers which triggered three-way call
detection
Daily Volume
Shows daily call volume by facility and phone by call type
Hourly Volume
Shows call volume by facility and phone with the option to show
completed calls, attempted calls or both.
.
Call Detail Report
Shows full call detail based on user criteria: inmate, call date,
call time, called number, call type, call termination reason, alerts,
etc.
Inmate Calling List
Reports all telephone numbers allowed for any inmate.
Commonly dialed Number Report
Shows called numbers dialed by more than one inmate within a
user defined date range.
Nevada DOC /TS
Response to RFP No. 1628
October 15, 2007
Page 51
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
Debit Account Statement
Provides a_detailed account statement for the PIN-based debit
activity. Includes beginning balance, all call transactions,
refunds, deposits and an ending balance.
Debit Activity Reconciliation
Provides a cumulative report of all transactions, deposits,
refunds and a closing balance for all accounts in total.
Calls by inmate
Detai_1 report of all calls placed by a particular inmate.
PINs used for multiple phones
Lists PINs used from more than one phone within a specified
date range.
Account Status Summary
List of offender with current status: active, suspended, inactive
Dialing Instructions
Provides an instructional handout for offenders
Revenue Breakdown
Provides summary of.calls, minutes and revenue for each call
type with subtotals by category and a grand total for all activity
within a user-defined date range.
Alert Report
Lists all active alerts programmed into the system
High Volume Users
Provides a listing of all inmates exceeding a specified volume of
system use for a given date range.
Station Usage
Provides a summary call count by phone within a 24 hour period
Station Usage Chart
Same as above in Stacked Bar Graph Format
Trunk Usage
Provides a call count by trunk within a 24 hour period
Trunk Usage Chart
Same as above in Stacked Bar Graph Format
Station _Revenue
Provides reven ue summary by station for a defined date range
Call Home Activity
Summarizes all system maintenance alerts sent to the San Jose
support center
User Privilege Definition
Summarizes user names and access levels
User Access Log
Details system access by user and lists changes made during a
defined date range
Record Drive status
Summarizes RAID drive capacity status
Voice Verification Acceptance
Report
Provides statistics by account to reflect failure and acceptance
rates of voice print feature.
3.5.3
Monitoring reports that can be provided or sorted by any or all of the following
criteria shall include but are not limited to:
•
•
•
•
•
Nevada DOC ITS
Daily statistical reports;
Facility name;
Originating number;
Terminating number;
Date of call;
Response to RFP No. 1628
October 15, 2007
Page 52
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
~EMBARcr
•
•
•
•
•
•
•
•
Time of day;
Length of call;
Type of call;
PIN number;
Frequently called numbers (for all numbers called more than 5 times in
one day);
Common numbers called (for all numbers called by more than one
inmate);
Originating station; and
Bill type
EMBARQ Response: Read, agree and will comply.
The ITS includes the capability and flexibility to meet or exceed all of the specified
requirements,
3,5.4
Billing reports that can be provided or sorted by any or all of the following
criteria:
•
•
•
•
•
•
•
•
•
•
•
•
•
Call detail report;
Amount charged per call; .
Gross revenue;
Daily statistics;
Monthly statistics;
Called party/number accepting report;
Fraud/velocity report;
Separate facility totals and statistics;
All Facility totals and statistics;
Total calls;
Calls by date;
Timeofday;and
Length of a call.
EMBARQ Response: Read, agree and will comply,
Each call attempt results in the creation of a call detail record. The record includes extensive
information about the call, including the following:
-
Date of call
Start Time of Call
End Time of Call
Call Duration
Called Number
Station & Trunk 10
PIN (if applicable)
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 53
~EMBARQ·
-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Disposition of Call (accepted, denied, incomplete etc.)
Call Termination Reason
Call Charges (if accepted)
Recording indicator
Three-way call detect indicator
Call Billing Type (collect, prepaid collect, debit etc.)
Call detail records are stored on the system hard drives for the entire contract duration to
provide the facility with immediate access to historical call information throughout the contract
term.
Extensive call detail reports are available to meet the requirements stated. The following
screen details the customization options available for call detail reports.
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Nevada DOC ITS
:•
Response to RFP No. 1628
October 15, 2007
Internet
Page 54
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
~EMBARQ-
3.5.5
The ITS shall be capable, upon request by the State, to provide specific
infonnation for tracking inmate calling activities and calling patterns by
individual telephone numbers. The following reports shall be available for
monitoring purposes:
•
•
PANs per inmate or identifying number; and,
Calls by PIN or other identifying number.
EMBARQ Response: Read, agree and will comply.
Extensive call detail reports are available to meet the requirements stated.
screen details the customization options available for call detail reports.
The following
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Nevada DOC ITS
:•
Response to RFP No. 1628
October 15, 2007
Internet
Page 55
~EMBARQ'
3.5.6
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
The ITS shall also provide the capability to customize reports in a form mutually
agreed upon by the State and the vendor. .
EMBARQ Response: Read, agree and will comply.
Every report offered includes a variety of customization options to meet every need. Should
the State require additional customization or reporting options, we will make available the
necessary report flexibility.
3.6
DATA STORAGE
3.6.1
Off-site storage of call detail records shall be in a minimum of three (3) locations
to avoid any possibility of call detail records being lost. The vendor must provide
the State with the specifics on these locations and the frequency the data is backed
up.
EMBARQ Response: Read, agree and will comply.
Critical system data, call records and call recordings are stored on a RAID array of non-volatile
hard disks to ensure that any prolonged interruption in power does not result in loss of call
records. The RAID Array provides both reliability and redundant drives for maximum
protection of the facility's data.
Primary Off-site Storage - Call records are polled via WAN connection to our ICSolutions'
headquarters in San Jose, CA and stored on industrial quality RAID servers.
Secondary Off-Site Storage - For added protection the call detail records are also backed up to
a RAID server in ICSolutions' 24 hour technical support center location in Mississippi.
Tertiary Off-Site Storage - The San Jose servers are backed up daily and the backup media is
transferred to a secure commercial third party data storage facility.
Should a catastrophic event occur at the site, your data is safe and can be restored quickly
from anyone of these three locations.
3.6.2
The ITS shall store all call detail records, including all attempted and completed
calls. This data will be stored at the vendor sites for the term of the contract plus
three years after contract termination.
EMBARQ Response: Read,agree and will comply.
Critical system data, call records and call recordings are stored on a RAID array of non-volatile
hard drives for the entire contract term. The RAID Array provides both reliability and
redundant drives for maximum protection of the facility's data. Call records are polled via WAN
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 56
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
connection to San Jose, CA and stored on industrial quality RAID servers. Should a
catastrophic event occur at the site, your data is safe and can be restored quickly.
3.6.3
The State shall have access to all call detail records from the workstation(s) or
remote computers. The workstation(s) shall provide the capability to copy the
Call Detail Records onto a Compact Disc (CD)/DVD.
EMBARQ Response: Read, agree and will comply.
All system functions can be performed by any approved user who presents the proper user ID
and password during Administrator login; this includes access to all call detail records. Each
workstation will be equipped with a CDR-W drive or DVD+R drive allowing users to copy call
detail records and/or recordings and report files to CD or DVD.
3.7
SECURITY FEATURES
3.7.1
The ITS shall be TCP/IP compatible and allow multiple operators simultaneous
access while maintaining adequate security to prevent unauthorized use and
access.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® uses a browser-based application, allowing simultaneous access to call
records, recordings and monitoring capabilities by multiple operators at any time. In addition to
the workstations to be provided as part of this contract, EMBARQ offers to provide the State
with secure web-based remote access and/or LANIWAN connectivity to existing State
computers. There is no cost for this additional connectivity option.
Security clearance to gain access to call record data, call recordings, call monitoring and
reporting is managed through a series of usernames, passwords and account privileges in the
ENFORCER® system. Each username is established with a pre-configured set of privileges in
the graphical user interface (GUI). These privileges range from being able to create or modify
inmate data to being able to display reports, playback recordings, etc. When the browser
based GUI is launched, the user must "login" (see following example) to the system with a
valid username and password.
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 57
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The vendor shall have the capability to establish an "infonnant" line. Calls to the
"infonnant" line shall be free and shall be routed via the ITS to a destination
designated by the State. If so requested by the State, the destination for the
"infonnant" line may be an automated voicemail box. This call should not be a
charge to the inmate.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system will be configured to provide confidential access to a pre-existing tip
line for inmate use. If no external tip line exists, we will store recorded tips within a system
voice mail box for access by authorized personnel only. Calls to the tip line, like all others, may
be recorded and later retrieved and played back through a system workstation or other PC.
3.7.3
The telephone network services provided by the vendor shall not be capable of being
detected by the called party for calling number identification (caller ill).
EMBARQ Response: Read, agree and will comply.
Caller 10 is blocked, the called party is unable to detect the number that the inmate is calling
from. A pseudo number is provided for the purpose of enabling calls to called parties that have
blocked unidentified callers.
3.7.4
The ITS shall prohibit direct-dialed calls of any type.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 58
PART I: TECHNICAL PROPOSAL RESPONSE
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-,EMBARcr
The ENFORCER® is configured to meet the requirements of each installation and will be
configured to only allow outgoing, station-to-station collect, prepaid collect and debit calling. All
other call types are disabled and therefore, the inmate is prohibited from choosing other calling
methods.
3.7.5
The ITS shall prohibit access to "411" information service.
EMBARQ Response: Read, agree and will comply.
Standard blocks are established for each system at the time of installation. These include 411
directory assistance, 911, emergency, pay-per-call services, 101 OXXX access codes, toll free
numbers and live operators.
3.7.6
The ITS shall prohibit access to 800 and 900 type services.
EMBARQ Response: Read, agree and will comply.
Standard blocks are established for each system at the time of installation. These include
directory assistance, 911, emergency, pay-per-call services, 101 OXXX access codes, toll free
numbers and live operators.
3.7.7
The ITS shall prohibit access to multiple long distance carriers via 950, 800 and
10 10-XXX numbers.
EMBARQ Response: Read, agree and will comply.
Standard blocks are established for each system at the time of installation. These include
directory assistance, 911, emergency, pay-per-call services, 101 OXXX access codes, toll free
numbers and live operators.
3.7.8
The ITS must be able to be shutdown quickly and selectively. The State must be
able to shutdown the ITS by cut-off switches at several locations including, but
not limited to:
•
•
•
At demarcation location - total Facility telephones;
By central control center - select telephones; and,
By select housing units - control center.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system is configured to support cut-off of the inmate phone system by
individual phone or housing unit configurations in the event of a riot or lockdown, or any other
incident that requires emergency shutdown of the inmate telephone system.
A single station, multiple stations or individual calls may be quickly switched on/off through the
workstation Call Status display. The following example illustrates the use of these features.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 59
PART I: TECHNICAL PROPOSAL RESPONSE
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-"EMBARQ'
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Once the investigator or operator has gained access to Call Status screen, the operator has
the capability to "kill" any call in progress with the Terminate button. The operator can also
disable any telephone station or group of stations in the system with a simple selection of the
desired station port and a click of the Cutoff and Disable button.
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3.7.9
The ITS shall be able to take an individual station out of service without affecting
other stations or units.
EMBARQ Response: Read, agree and will comply.
A single station, multiple stations or individual calls may be quickly switched on/off through the
workstation without affecting other stations or units.
3.7.10 The ITS shall prevent any inmate telephone from receiving any .incoming calls.
The vendor agrees that no inmate telephone shall be capable of receiving an
incoming call and the vendor shall work with the local exchange carriers (LEes)
to ensure such control.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
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The ENFORCER® can be configured to either: 1) ignore incoming ringing on its trunks, or 2) to
answer the call, playa voice prompt informing the caller that no incoming calls are allowed,
and then disconnect the call.
3.7.11 The ITS will have a fraud prevention feature. This feature will randomly interject
pre-recorded announcements throughout the duration of the conversation.
What is this feature other than a recorded announcement?
EMBARQ Response: Read, agree and will comply.
The system is configurable to play random voice overlay announcements to notify the called
party of the call's origin and that the call may be recorded and monitored.
3.7.12 The ITS, upon detection ofa three way call (call forwarding and conference calls,
. etc.), shall have the capability to terminate the call immediately. The ITS to plays
a message to the inmate or called party prior to terminating the call.
Describe this message.
EMBARQ Response: Read, agree and will comply.
Initially, EMBARQ's Solution will provide ICSolution's current three way call detection
technology. Upon release, we offer to deploy ICS' new patent-pending Called Party Voice
Identification technology as a method for identifying multiple parties on a call. The following
offers a description of the current technology:
Current Three-Way Call Detection
The ENFORCER® includes three-way call detection features to prohibit or flag attempts by
destination parties to connect, or forward, calls to a 3rd party. These detection features have
configuration parameters for changing the sensitivity to accommodate the requirements of
each installation. When the system is configured to terminate a call upon detection of
fraudulent use, such as three-way call attempts, a voice prompt is played to both parties on the
call upon "sensing" a usage violation. This voice prompt typically informs the parties that
fraudulent use has been detected and disconnects the call. The resulting call record is then
flagged with this detection and termination for future query and reporting purposes. In no case
is dial tone ever provided to the inmate caller, either before or after a call.
Detection of fraudulent use can be managed through sensing of call progress, DTMF tones
from either party on the call or extended silence periods during the call. The success of this
DTMF or extended silence, detection is very reliable. However, it does not always indicate
call-forwarding or three-way call set up. Many correctional facilities with full-channel recording
have found that a three-way Call Deterrent Policy is much more effective. The deterrent of
making three-way calls is the inability for inmates to make future calls. Unlike the old
methodology, which only blocked or cut off the called party, the inmate was still able to call
back to the called party and try numerous ways to exploit the system until they succeeded. The
three- way Call Deterrent Policy provides for proactive measures that in time reduce three-way
calling dramatically. When the inmate places a telephone call, a recording will be transmitted
over the connection notifying the inmate of the three-way call deterrence policy, whereby, if a
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
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three-way call is detected, all future calls placed by the inmate to the called party will result in
blockage of the called party number and phone privileges may be suspended.
3.7.13 The ITS shall have the capability to detect and terminate Remote Call Forwarding
calls. If the vendor's ITS will not detect Remote Call Forwarding, please provide
the status of vendor's research and development relative to detection of Remote
Call Forwarding.
Please explain your system and how it detects "false disconnects"?
EMBARQ Response: Read, agree and will comply.
At the present time, EMBARQ's Solution does not include the call forwarding detection feature.
We continue to evaluate new technologies utilizing SS7 signaling for possible addition to the
system. This includes a validation-type system that would confirm the ultimate destination of
the call against the dialed number using capabilities of the SS7 network. Should this feature
become available during the contract term, we will work with the State to negotiate the
introduction of this option.
3.7.14 The ITS shall have the capability of answer detection.
Please explain your answer detection methodology.
EMBARQ Response: Read, agree and will comply.
Through the use of answer detection technology, The ENFORCER® recognizes busy signal,
ring no answer, and invalid number announcements (SIT Tones). Upon detecting answer, the
system will only acknowledge positive acceptance by the called party. Answering machines,
pagers and voice mail responses will all be treated as incomplete calls. Only a positively
accepted call will generate a call charge to the paying party.
3.7.15 The inmate's call shall be muted until the called party has positively accepted the
call. The ITS must not allow the inmate to hear the called party prior to the actual
positive acceptance of the call.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system offers several options for call delivery:
•
•
Allow the inmate to hear call progress, but prevent the inmate from being heard by the
called party until acceptance is confirmed.
Place the inmate on hold once the called party answers, preventing the inmate from
hearing the called party or being heard by the called party until acceptance is confirmed.
Regardless of which option is preferred, the inmate cannot communicate with the called party
until the call has been positively accepted. Both the inmate and called party are notified upon
acceptance of the call that the call may be recorded and monitored for security purposes. If the
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Response to RFP No. 1628
October 15, 2007
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call is accepted by the called party, the inmate hears: "Thank you for using EMBARQ. This call
may be monitored or recorded. You may begin speaking now."
3.7.16 The ITS shall be capable oflimiting the length of a call, providing the dial tone at
certain times of the day and allowing a maximum number of minutes per inmate,
per month.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® is configured with adjustable on/off times that can accommodate
differences in days of the week, dates of the month and year, etc. Hours can be set as follows:
•
•
•
•
•
By phone or group of phones (booking area, living units, infirmary, recreation, may
each have unique operating hours.)
For all phones in the facility
Unique hours for defined holidays
Unique hours by day of week
Unique hours for specified called numbers
3.7.17 In all circumstances, the service shall limit the inmate to a single call request.
The service shall always require the inmate to disconnect and initiate another call.
EMBARQ Response: Read, agree and will comply.
The system is configured to prevent the inmate's use of the keypad upon out-pulsing of the
desired telephone number. This configuration prevents any possibility of placing a second call
after the initial connection.
3.7.18 The vendor shall provide information on any additional or optional features,
investigative or management systems or tools provided that may be of interest to
the State (i.e. word recognitionlkeyword search, reverse look-up, visitation phone
recording, etc.) Please ensure a complete description of the features application is
included. Also, detail any cost associated with the additional or optional features
described.
EMBARQ Response: Read, agree and will comply.
SourceCheck™
EMBARQ proposes to provide the facility with ICSolutions SourceCheck™. This provides the
facility with integrated access to the desired reverse directory capability. From within a call
record, the user can easily point, click and display the reverse directory info for the specified
called number. The database is accessed via a secure link to the internet and is constantly
updated. EMBARQ will provide the subscription for the entire contract term and any extension
terms at no charge to the facility.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
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As a second level of detail, the address can be searched to reveal a recent satellite photo of
the location as shown below:
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 64
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Voice Verification
EMBARQ offers ICSolutions' combination of Voice Print
Technology and Continuous Voice Identification for use in
confirming inmate identification when the call is initiated and·
identifying participation by other parties during the course of the
call.
The first time an inmate places a call, the inmate is prompted to
record his/her name. The name recording is then stored by the
system and used for all future calls placed using the associated
PIN/ID. The name recording may be reset at any time by
authorized facility personnel via the workstation software.
The proposed ENFORCER® includes the option to verify inmate identification with biometric
technology known as voice verification or voice printing. Use of voice verification technology
. requires that each inmate individually enroll their voice through a voice printing process.
Once complete, the inmate PIN is associated with the voice print. All future calls are then
verified against the print to ensure that the proper owner of the PIN is placing the phone call.
To begin, the ENFORCER® server determines when an inmate is using the telephone system
for the first time. As an inmate takes a station off-hook and enters his/her inmate PIN, the
ENFORCER® server queries its internal files to determine if this user is making a first-time
access of the inmate ID-account. Finding that the ID-account has not been used, The
ENFORCER® software requests that the inmate record their full name. This name recording
is stored by the system for future use in brand ing calls to the destination parties. As a first
time user, the inmate is then requested by the ENFORCER® software to provide two or more
additional short phrases. These recordings are also forwarded to the voice print application
for voiceprint conversion and· updating of the master inmate voiceprint. The call attempt is
then processed in its normal fashion.
Facilities may choose the passive mode when they find that background noise levels, for
example, are too high to make the accuracy of voiceprint matches less than the desired level
of reliability. Even in passive mode, however, the voice verification process is a useful tool.
Investigators, for example, can run reports to show those ID-accounts that are completing
calls at a targeted accuracy rate below acceptable limits. This type of reporting will help to
point out ID-accounts that have been compromised and require investigative attention.
The voice verification system is a very useful tool to ensure secure use of the inmate
telephone system. Accuracy can exceed 99.9% in adequate environmental conditions. In
less than ideal environments, The ENFORCER® integration can still provide very high levels
of security in high noise environments after a short period of fine-tuning for the specific
installation conditions. Even in very poor conditions, The ENFORCER® voice print solution is
designed to maintain calling levels, avoid excessive complaints from the inmate population,
and still identify violations of secure access to the inmate phone system.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 65
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•
Unique Feature: In addition to verifying the inmate who initiates the call, The ENFORCER@
analyzes the call content and provides imposter identification. If one inmate initiates a call
(perhaps under duress) and is then forced to hand over the phone to another inmate, the
system will detect the "imposter", identify the imposing inmate and provide this information
for facility personnel to take appropriate corrective action. This added capability provides a
unique method of targeting PIN theft that others don't offer.
If this feature is of interest to the State, EMBARQ will implement it in exchange for a modest,
non-commissionable end user fee or an adjustment to the existing commission offer to the
State. EMBARQ will be glad to work with NOOC to work out the financial arrangement to
provide this valuable investigative tool.
Officer Che~k-In
ICStracking M offers the ability to capture and record corrections officers' location via inmate
telephone and voice print verification. Each officer will use a nearby inmate telephone to log
in to the system and verify that they are working in that part of the facility. As an added
security feature, the system verifies the officer's voice against the voice print stored within the
system associated with the Officer's 10 number. This ensures that another officer or inmate is
not attempting to check in on his/her behalf.
Visitation Phone Recording
The ENFORCER® system offers the ability to provide recording and monitoring for the
facility's visitation booths. Visitation booths will be assigned a station 10 to allow access to
the conversations and recordings using the same search tools used for locating inmate phone
conversations for review. All listening and recording playback is performed using the same
workstation used for other administrative and investigative.
Alert Feature
The ENFORCER® provides an Alert feature to aid investigators in up-to-the-minute inmate
telephone activity. The ENFORCER® alerts can be placed on specific Inmate PINs or specific
destination numbers to indicate that the inmate or number is currently involved in a
conversation. These alerts can be delivered in the following ways:
•
Email Alerts - The ENFORCER® can send email to an administrative terminal or any
public email address when an alert is triggered.
•
Paging Alerts - The ENFORCER® can issue numeric messages to paging services to
alert an investigator.
•
Monitoring Alerts - The ENFORCER® can call an investigator on his or her telephone
(or cell phone) and once provided with an approved pass code can immediately patch
the investigator into the ENFORCER® monitoring session for almost instantaneous
access to inmate activity. This capability is silent and undetectable by the inmate and
the called party.
ICSletters Email Service Option
Correctional institutions spend countless hours processing letters addressed to inmates. This
process may include x-raying of contents, testing of the paper, preparation of mail rejection
paperwork and review of contents for prohibited messages. ICSletters offers an alternative
which allows family members to communicate via a secure email process customized for
correctional facility use.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 66
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· . . EMBARQ·
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Benefits: Saves Time & Generates Revenue
1. Email messages are sent via ICSolutions ICS/etters web site
2. Affordable message fee of $0.35 per page
3. Many payment options including: Debit Card, Credit Card, e-check, PayPal®, Western
Union® or MoneyGram®
4. Emails are then forwarded to the facility with information necessary for delivery
5. No risk of contraband or dangerous content
6. Saves time in processing mail
7. Word search enabled for faster review by facility personnel
8. Revenue Source - The State may add an additional charge for every message received
which will be passed through as a commission
3.8
Personal Identification Number (PIN) Application
3.8.1
Facility and central office administrators should have authority to modify or
review any privileges or restrictions pertaining to an inmate. Level of authority
would be password/user account based.
EMBARQ Response: Read, agree and will comply.
PIN-based restrictions are also available, including calling hours, call duration and which
phones each inmate is allowed to access. Facility and central office administrators with the
proper security clearance to gain access to call record data, call recordings, call monitoring
and reporting are managed through a series of usernames, passwords and account privileges
in the ENFORCER® system.
3.8.2
The PIN application shall work with the ITS using all the features and
functionalities described herein. No calls shall be made without a PIN.
EMBARQ Response: Read, agree and will comply.
When Inmate PIN feature is used, a PIN will be required and included in each call record.
3.8.3
The ITS shall have the capability to provide collect, debit and pre-paid station-tostation calling utilizing a PIN.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system accommodates the use of inmate identification numbers or PINs for
call tracking. The system will provide collect, debit and pre-paid station-to-station calling
utilizing a PIN.
3.8.4
Nevada DOC ITS
The ITS shall provide Allow Lists (PANs) associated with each PIN. These PANs
shall store a set quantity of allowed telephone numbers for each inmate. The
vendor shall indicate whether the proposed ITS documents updates or keeps a
history ofPAN entries. (ex: time/date stamp, etc.).
Response to RFP No. 1628
October 15, 2007
Page 67
PART I: TECHNICAL PROPOSAL RESPONSE
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EMBARQ Response: Read, agree and will comply.
The proposed ENFORCER® system may be configured to require a list of Personal Allowed
Numbers (PANs). This is a list of defined telephone numbers that each inmate is permitted to
call. Adding or deleting telephone numbers on an inmate account's allowed number list is
essentially like editing any other data on an inmate account. The inmate account must be
displayed on the PIN Editor screen and then the desired operation can be performed.
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Nevada DOC ITS
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Response to RFP No. 1628
October 15, 2007
Page 68
PART I: TECHNICAL PROPOSAL RESPONSE
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~EMBARQ'
In addition, The ENFORCER® system offers several tools to search and report PAN
information. These include:
•
•
•
•
•
•
Display all PAN records for an inmate account.
Display all Inmate ID's having access to a specific PAN.
Display all free or no-charge PAN records
Display all PAN records having administration blocks
Display all PAN records having telephone company blocks
Print reports for the above queries
3.8.5
The ITS should be able to identify if a PAN number appears on other inmates
PAN lists. The vendor shall indicate whether the proposed ITS documents
updates or keeps a history of PAN entries.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system offers several tools to search and report PAN information. This
includes displaying all Inmate ID's having access to a specific PAN.
3.8.6 . The ITS must allow each PIN to have a "class of service" assigned. For example,
each PIN shall have a list of allowable telephone numbers, the maximum duration
of each call, etc. The proposed system must provide call restrictions by PIN that
provide the following restrictions at a minimum:
•
•
•
•
•
•
Placing of calls: Inmates can be either approved or not approved to make
phone calls by PIN.
Use of Specific Telephones: Inmates, via the PIN, can be restricted to a
specific telephone or group oftelephones, at the States option;
Duration of Call: Limit the duration of the call by facility by individual,
by type of call, (local, Interlata, etc,)
Time of Day Calling
Telephone Numbers that PIN Can Call: PAN
Combination of the Above:
EMBARQ Response: Read, agree and will comply.
PIN-based restrictions are also available, including calling hours, call duration and which
phones each inmate is allowed to access.
3.8.7
Inmate PIN numbers are generated by the correctional management system. The
ITS shall be capable of storing and using Inmate ID numbers generated by the
State. Currently State ID numbers are 7 digits plus a 2 digit password
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Re~ponse
to RFP No. 1628
October 15, 2007
Page 69
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The ENFORCER® system accommodates the use of inmate identification numbers or PINs for
call tracking. Various numbering schemes are supported in order to best fit the existing inmate
identification method in use at the facility today. The ENFORCER® accommodates various
PIN lengths ranging from 4 digits to 20 digits.
3.8.8
The ITS shall have the capability to interface with the State correctional
management system so that the inmate PIN will be automatically transferred to
the ITS. If the State elects the interface option, the Facility shall not be
responsible for entering PIN numbers into the ITS when new inmates are added.
EMBARQ Response: Read, agree and will comply.
Inmate accounts can be established automatically through a direct interface with the facility's
jail management or booking system or through manual entry.
If the interface option is preferred, the information entered during the booking process is
shared with the phone system automatically and no additional entry is required.
In the event that the facility wishes to avoid the administration of inmate ID/PINs, the system
can be automatically loaded with ID/PIN data in advance of the inmate's booking. The intake
department is provided with a list of new and available ID/PIN numbers to be used upon
booking of a new inmate. The ID/PIN is assigned to the new inmate and is immediately active
for use. Under this scenario, the responsibility of updating the system during booking is
eliminated. The ID/PIN functionality is provided at no additional cost to the facility and therefore
will have no impact on commissions.
3.8.9
The PIN numbers shall be stored in a database that is accessible to designated
users, depending upon the user's password level.
EMBARQ Response: Read, agree and will comply.
The system is automatically loaded with ID/PIN numbers that are stored in a database that is
accessible to designated administrative uses with the proper security level password.
3.8.10 The ITS shall include, at a minimum, an alert system that will detect and prohibit
an attempted call made to a restricted number, an attempted call using a restricted
PIN, or an attempted call made from a restricted telephone.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® provides an alert feature to aid investigators in up-to-the-minute inmate
telephone activity. The ENFORCER® alerts can be placed on specific inmate PINs or specific
destination numbers to indicate that the inmate or number is currently involved in a
conversation.
3.8.11 Once an inmate's account has been activated in the ITS, the inmate shall be
allowed to place calls from any of the State's Facilities. (If the inmate is moved,
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
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•
we would want to cut the inmate off from using the PIN at the old facility and
activate this at the new facility).
EMBARQ Response: Read, agree and will comply.
If an inmate is moved to a new facility, the system allows the PIN to move with the inmate, and
will be active in the facility where the inmate is currently housed .
3.8.12 The ITS shall be capable of transferring inmate infonnation (ex: PINs, PANs,
.
etc.) from one Facility to another Facility without requiring manual re-entry of the
inmate infonnation. An inmate's PIN cannot be activated in more than one
facility at a time.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system is capable of transferring inmate information for one Facility to
another without requiring manual re-entry of the information. An inmate can only be active in
one facility at a time.
3.8.13 The vendor shall indicate whether the proposed ITS is capable of documenting the
date/time when an individual PIN entry was added to or modified in the ITS.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system records the date/time and person making the change of any
modification to an individual PIN in the system.
3.9 MONITORING AND RECORDING REQUIREMENTS
3.9.1
The ITS shall allow the State's staff at the Central Office in Carson City, NV to
remotely monitor live conversations and to access call recordings for all of the
State's Facilities.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system is configured to be accessible remotely over LAN, WAN, VPN, or
dial-up to ensure availability of recording and call record data from any point or location. Data
queries, reports, and recording playback are all available through LAN, WAN, VPN, or dial-up
connection to the system.
ICSolutions has had success in providing the FBI remote access from their computers in
Milwaukee to the Dodge County, WI facility. The FBI has the ability to conduct investigations
through the use of reports, monitoring live calls or listening to recordings as if they were
working from the administrative workstations on site. This is accomplished via the Internet,
accessing the public IP address through secure ports on a firewall.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 71
. . . . EMBAR<r
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
Each user has privileges based on their secure logon. User level access is based on the user's
need to block and unblock numbers, assign PIN numbers, post debit accounts, run reports,
monitor live calls, and listen to archived calls that are stored on site for the life of the contract.
One of the key features the investigators like is the ability to receive alerts. If an agent wants to
be notified when a call is made to a number, they are able to receive alerts via a cell phone,
. pager or e-mail, and monitor the call live regardless of their location, as long as they have
Internet access.
3.9.2
The ITS shall be capable of permitting full monitoring and recording of all calls
from any telephone within the Facility unless there are restrictions that prohibit
the recording and monitoring of certain calls such as attorney-client restrictions.
The ITS shall have the capability to exclude those calls.
Describe the methodology used for monitoring and restricting calls.
EMBARQ Response: Read, agree and will comply.
All inmate telephone stations will be connected to the ENFORCER® call processor and will
have full recording and monitoring capability, with the exception of privileged attorney calls as
required by the facility.
The ENFORCER® system offers fully integrated digital recording capability with the option to
record every call or to track only those phone numbers selected for recording. Call recordings
are digitally stored on a RAID array of secure hard drives and will be available to the facility for
immediate access throughout the contract duration.
Access to the call recordings or call monitoring is executed through a series of user names,
passwords and account privileges. Any individual desiring access to the recording playback or
call monitoring must have a valid user name with sufficient privileges and a valid password. In
addition, no individual is given direct access to the actual recordings on disk in order to
maintain absolute integrity. The system will pass copies of its recordings to individuals through
the call record selection process. Access to or manipulation of the source recording is never
allowed.
The system has extensive search capabilities for Investigators. Call recordings can be
retrieved based on the following search criteria:
•
•
•
•
•
•
•
•
Inmate PIN/ID
Date Range
Called Number
Facility
Inmate Station
Living Unit(building, cell block, etc.)
Call Completion Type
Call Bill Type
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 72
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Authorized personnel can easily access live call monitoring on any System workstation at any
time. Multiple monitoring sessions can occur at the same time without any impact to ongoing
call processing or recording. Critical Call Monitoring Functions include:
•
•
•
•
•
•
•
•
•
Silent, undetectable monitoring
Allows multiple simultaneous monitoring sessions
Search function to isolate calls of interest
Monitoring has no impact to recording function
Ability to monitor from a remote workstation or PC via LAN, WAN or internet
Protection of privileged calls from monitoring
Ability to disconnect call in progress while monitoring
Ability to "barge in" to calls in progress and speak to both parties
Ability to scan active calls (monitor each for a defined time period.)
Call monitoring is accessed through the Call Status display menu on the workstation. The
administrator or investigator selects the station or trunk to monitor with a click of the mouse,
and then clicks on the Connect button to begin the process.
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93000087
This function is silent and undetectable by either the inmate or called party. During the
monitoring process, the investigator may terminate the call with a single click of the mouse on
the "Cut-Off' button.
The system will be preloaded with a file of attorney numbers that have been pre-configured for
"non-record" status. Calls made to these numbers, will not be recorded. Should a call be
made to an attorney with a new or unknown number, the system will notify the parties that the
call is being recorded or monitored. This feature will enable attorneys to be sure to notify the
facility of their new number.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 73
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
-"EMBARQ"
3.9.3
The ITS shall comprehensively record all calls. At a minimum, the Facility shall
have the capability of playing back a recorded call. The vendor shall be
responsible for supplying all CDs/media for the storage of call recordings at no
cost to the State throughout the life of the Agreement and any renewal terms.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system offers fully integrated digital recording capability with the option to
record every call or to track only those phone numbers selected for recording. Call recordings
are digitally stored on a RAID array of secure hard drives and will be available to the facility for
immediate access throughout the contract duration.
The system has extensive search capabilities for Investigators. Call recordings can be
retrieved based on the following search criteria:
•
•
•
•
•
•
•
•
Inmate PIN/ID
Date Range
Called Number
Facility
Inmate Station
Living Unit (building, cell block, etc.)
Call Completion Type
Call Bill Type
Selected calls may be quickly and easily exported to CD/DVD media in either MP3 or audio
format.
e n orcer
.
--------~olutlons
Start Oale/Time
Inmate 10
'-----
10112212006 oomoo
-'I~
Called Number
V.. 0.o136
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I Clear Search I
[i]
1
1'1
Bum calls \0 audio CO·R
II
Burn calls 10 mpJ CD·R
Export call records to ftle
Found 136 caillectuds. Displaying only most recent 100 lecords.
1I23i40061l29.57Norrna
0Ii23i20061l26.24Norrnal.
01123120061l27:36Norrni
011231200611:24:50Norrnal
01123120061l23:39Norrnal
DO 01123120061l15:36Normal
h.,::n1h~hn(iR1f1Xn-1:N'~n;,~i
Nevada DOC ITS
.').205424-2266 01123/200611:30.30 Admin Zero Bal Local
1-205-9is4388 011231200611:29.39 Admin Setup Local
1-67i755-7615 011231200611:26:03 Admin Zero Ballnterstate
1-205-267-8680011231200611:25.39Admin Setup Local
,1-205-267-967301/231200611:24:32Admin Setup 'Local
1-205-92}1214 011231200611:16:55 Admin Setup Local
9
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Response to RFP No. 1628
October 15, 2007
0:00
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000
Page 74
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
. . . . EMBARc:r
3.9.4
All call recordings shall be stored on-line for a minimum period of one hundred
eighty (180) days and shall be stored off-line indefinitely. Please explain your
storage methodology as it relates to monitored calls, clearly defining on-line
versus off-line storage.
EMBARQ Response: Read, agree and will comply.
The proposed ENFORCER@ system configuration for the facility will include a RAID
(Redundant Array Independent Disks) 5 server solution for long-term recording storage. This
solution avoids the hassles of loading and unloading tapes or optical disks, as all recordings
are stored online for the life of the contract. The proposed RAID-5 server for long-term (up to
five years) recording storage will be configured to contain all recordings for immediate, on-line
retrieval with no change of storage media. In the event that either call processor loses its link
to the RAID-5 server, each call processor will independently store and "queue" recordings until
the connection to the RAID-5 server has been restored. Retrieval of recordings, regardless of
age, will utilize the same, simplified graphical user interface (GUI) operation provided by The
ENFORCER@ system.
3.9.5
The monitoring and recording of calls shall be selectively programmable by one
or all of the following:
•
•
•
•
Housing Unit
Start and Stop Time and Date of Call;
Called Number; and
PIN.
EMBARQ Response: Read, agree and will comply.
Authorized personnel can easily access live cali monitoring on any System workstation at any
time. Multiple monitoring sessions can occur at the same time without any impact to ongoing
call processing or recording. Critical Call Monitoring Functions include:
•
•
•
•
•
•
•
•
•
Silent, undetectable monitoring
Allows multiple simultaneous monitoring sessions
Search function to isolate calis of interest
Monitoring has no impact to recording function
Ability to monitor from a remote workstation or PC via LAN, WAN or internet
Protection of privileged calls from monitoring
Ability to disconnect call in progress while monitoring
Ability to "barge in" to calls in progress and speak to both parties
Ability to scan active calls (monitor each for a defined time period.)
Call monitoring is accessed through the Call Status display menu on the workstation. The
administrator or investigator selects the station or trunk to monitor with a click of the mouse,
and then clicks the Connect button to begin the process.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 75
-"EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
__
~~,~:J;,ct~~~~=======;f;~::~F ~--;o~a:I.:rts~·I~ILO~:?I~~e~~-~I,JCalls only::;]
status :StatiiJn
dial
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ree
ree
ree
ring
dial
ree
ring
Unlt4 Upper Right A-Section
Unit 6 Phone 1
Unit 6 Phone 3
Unit 6 Phone 4
Unit 6 Phon!? 5
Unit 7 Phone 6
Unit 9 Phone 1
Number
Name
Dialing
1-315-295-3241
1-315-863-6234
1-315-430-5506
1-914-332-0244
Dialing
1-315-516-1781
1-315-289-8958
3.8
8.0
11
0.7
2.15
2.65
2.95
0.00
10
0.6
2.28
0.00
BUSH,JOHNNIE L
MCCANDLESS, NAYI
WILSON,TOMARCO
CARMAN, RYAN E
CAPALBO, MATHEW
93000087
GONZALEZ, HECTOf
This function is silent and undetectable by either the inmate or called party, During the
monitoring process, the investigator may terminate the call with a single click of the mouse on
the "Cut-Off' button.
3.9.6
The ITS shall be capable of showing real time call activity on a workstation. This
activity shall be detailed by date of call, start time of call,stop time of call,
originating telephone station number and called number.
EMBARQ Response: Read, agree and will comply.
All inmate telephone stations will be connected to The ENFORCER® call processor and will
have full recording and monitoring capability, with the exception of privileged attorney calls as
required by the facility.
Once the operator has gained access to this display with the proper password and privileges,
the monitoring operation can be activated. The operator simply clicks on a call in progress, or
telephone station port, and the system begins streaming the audio to the workstation and plays
through the workstation speakers or attached headset.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 76
. . . . EMBARQ-
•
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
..................
~Solutions
e n arcer
Inmate 10
Start DalelTime
10112212006 0000:00
II
Search...
Us~,~~~;:
10112312006 23:59:59
Ie
II Select all II
Change Columns...
E,port call records to lie
I
Select none
II
More Search Criterea...
NoCriteiea Selected.
End Datelfime
Called Number
Search CDRs
IIIT1J
Clear Search
IE1I
Play selected call
lei
Burn calls toaudio CD·R
II
I
I
Burn calls to mp3 CD·R
Found 136 call records. Displaying only most recent 100 records.
3.9.7
The ITS shall allow the manual set up of the monitoring and recording connection
on an as needed basis on the personal computer provided by the vendor and
located at the Facility. The ITS shall have the ability to select a particular
telephone number for recording or monitoring while a call is in progress.
Describe your methodology.
EMBARQ Response: Read, agree and will comply.
Authorized personnel can easily access live call monitoring on any System workstation at any
time. Multiple monitoring sessions can occur at the same time without any impact to ongoing
call processing or recording. Critical Call Monitoring Functions include:
•
•
•
•
•
•
•
•
•
Silent, undetectable monitoring
Allows multiple simultaneous monitoring sessions
Search function to isolate calls of interest
Monitoring has no impact to recording function
Ability to monitor from a remote workstation or PC via LAN, WAN or internet
Protection of privileged calls from monitoring
Ability to disconnect call in progress while monitoring
Ability to "barge in" to calls in progress and speak to both parties
Ability to scan active calls (monitor each for a defined time period.)
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 77
. . . . EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Call monitoring is accessed through the Call Status display menu on the workstation. The
administrator or investigator selects the station or trunk to monitor with a click of the mouse,
and then clicks the Connect button to begin the process.
8tatU$:St~tioh
dial
ree
ree
ree
ring
dial
ree
ring
Name
Number
Unit 1 Lower CwBection
Unit 4 Upper RlghtA-Section
Unit 6 Phone 1
Unit 6 Phone 3
Unit 6 Phone 4
Unit 6 Phone 5
Unit 7 PhoneS
Unit 9 Phone 1
Dialing
1-315-295-3241
1-315-863-6234
1-315-430-5506
1-914-332-0244
Dialing
1-315-516-1781
1-315-289-8958
3.8
8.0
11
0.7
2.15
2.65
2.95
0.00
10
0.6
2.28
0.00
BUSH, JOHNNIE L
MCCANDLESS, NAYI
WILSON, TOMARCO
CARMAN, RYAN E
CAPALBO, MATHEW
93000087
GONZALEZ, HECTOI
This function is silent and undetectable by either the inmate or called party. During the
monitoring process, the investigator may terminate the call with a single click of the mouse on
the "Cut-Off' button.
3.9.8
The ITS shall provide for simultaneous playback of recorded calls and continuous
recording of live conversations. It is mandatory that the playback of any selected
channel must be accomplished while continuing to record all input channels.
EMBARQ Response: Read, agree and will comply.
Access to the call recordings or call monitoring is executed through a series of user names,
passwords and account privileges. Any individual desiring access to the recording playback or
call monitoring must have a valid user name with sufficient privileges and a valid password.
Multiple monitoring sessions can occur at the same time without any impact to ongoing call
processing or recording.
3.9.9
The ITS shall have the capability of automatically calling and alerting
investigators and offering live monitoring of calls. Vendor shall include detailed
information on its alert application: at a minimum, the types of alerts available
(cell phone, pages, email, etc.), required security PIN for accessing the real-time
call, etc.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 78
--,EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
The ENFORCER@ provides an alert feature to aid investigators in up-to-the-minute inmate
telephone activity. The ENFORCER@ alerts can be placed on specific inmate PINs or specific
destination numbers to indicate that the inmate or number is currently involved in a .
conversation. These alerts can be delivered in the following ways:
•
Email Alerts - The ENFORCER@ can send email to an administrative terminal or any
public email address when an alert is triggered.
•
Paging Alerts - The ENFORCER@ can issue numeric messages to paging services to
alert an investigator.
•
Monitoring Alerts - The ENFORCER@ can call an investigator on his or her telephone (or
cell phone) and once provided with an approved pass code can immediately patch the
investigator into a The ENFORCER@ monitoring session for almost instantaneous
access to inmate activity. This capability is silent and undetectable by the inmate and
the called party.
3.9.10 The ITS shall provide the capability to copy the conversations onto a compact
disc (CD) or other storage device in audio or MP3/data format. The storage
device shall be provided by the vendor and located with the recording equipment
in the area designated by the State. The storage device shall produce transfer
recordings with virtually no loss in quality and shall be capable of placing an
audio time and date stamp within the recording. The storage device shall have a
monitor amplifier and speaker so that the investigator may confirm accurate
transfers of the recorded information.
EMBARQ Response: Read, agree and will comply.
The system has extensive search capabilities for Investigators.
retrieved based on the following search criteria:
•
•
•
•
•
•
•
•
Call recordings can be
Inmate PIN/ID
Date Range
Called Number
Facility
Inmate Station
Living Unit (building, cell block, etc.)
Call Completion Type
Call Bill Type
Selected calls may be quickly and easily exported to CDR mediate in either MP3 or audio
format.
.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 79
. . . . EMBARQ"
•
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
..................
~Solutions
e n oreer
inmate ID
Start DalelTime
1011221200600:00:00
I
Search...
End Daleffime
101123120062359:59
Called Number
10
II Select all II
Change Columns...
Export call records to TIle
Select none
II
Play selected call
Us~,~~~;:
1[1]
I
Search CDRs
More Search Crilerea...
NoCriiereaSeleCted.
Clear Search
1[1]
I0 I
Burn calls loaudio CO·R
II
I
I
Bum calls to mp3 CO·R
I
Found 136 call records. Displaying only most recent 100 records.
3.9.11 Time and date entries for each recorded conversation shall be displayed on a per
channel basis. The ITS shall display all conversations in chronological order to
facilitate research and playback.
EMBARQ Response: Read, agree and will comply.
The system has extensive search capabilities for Investigators.
retrieved based on the following search criteria:
•
•
•
•
•
•
•
•
Call recordings can be
Inmate PIN/ID
Date Range
Called Number
Facility
Inmate Station
Living Unit (building, cell block, etc.)
Call Completion Type
Call Bill Type
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 80
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
3.9.12 At the request of the State, vendor shall provide remote access to the State to the
ITS at no cost to the State. The provision of remote access shall allow the State
the same features and functionalities, permitted by the user's level of access,
available on the workstations supplied by vendor.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system is configured to be accessible remotely over LAN, WAN, VPN, or.
dial-up to ensure availability of recording and call record data from any point or location. Data
queries, reports, and recording playback are all available through LAN, WAN, VPN, or dial-up
connection to the system.
EMBARQ's platform provider ICSolutions has had success in providing the FBI remote access
from their computers in Milwaukee to the Dodge County, WI facility. The FBI has the ability to
conduct investigations through the use of reports, monitoring live calls or listening to
recordings as if they were working from the administrative workstations on site.
This is accomplished by the FBI having internet access and accessing our public IP address
through secure ports through a firewall on their network. Then they gain access to the ITS
platform at Dodge County through our high speed network and secured ports through the
ICSolutions firewall at the facility. This give each user full control based on their secure log on
access. We also provide user level access based on the users need to block, unblock
numbers, assign PIN numbers, post debit accounts, run reports, monitor live calls, and listen to
archived calls that are stored on site for the life of the contract.
One of the key features the investigators like is the ability to remotely alert to cell phones,
emails, and pagers. When ever the FBI agent is working a case and wants to be alerted when
a call is made to a number, he/she is able to receive alerts via their cell phone and monitor the
call live from where ever they are regardless of their location.
3.9.13 Vendor must describe how alarms/alerts and printed information will be provided.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® provides an alert feature to aid investigators in up-to-the-minute inmate
telephone activity. The ENFORCER® alerts can be placed on specific inmate PINs or specific
destination numbers to indicate that the inmate or number is currently involved in a
conversation. These alerts can be delivered in the following ways:
•
Email Alerts - The ENFORCER® can send email to an administrative terminal or any
public email address when an alert is triggered.
•
Paging Alerts - The ENFORCER® can issue numeric messages to paging services to
alert an investigator.
•
Monitoring Alerts - The ENFORCER® can call an investigator on his or her telephone
(or cell phone) and once provided with an approved pass code can immediately patch
the investigator into a The ENFORCER® monitoring session for almost instantaneous
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 81
-"'EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
access to inmate activity. This capability is silent and undetectable by the inmate and
the called party.
3.9.14 The vendor shall provide an uninterrupted power supply source to ensure there is
no loss of recordings or real time call data in the event of a power failure.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® is delivered with a 2.2KVA rated uninterruptible power supply (UPS) unit.
In the event of a commercial power outage, the inmate phones and The ENFORCER® system.
will continue to operate for up to one hour in the absence of commercial power.
We also deploy line protection to further shield the system, phones and lines from lightning and
power surges.
3.10
DEBIT OR INMATE BASED PRE-PAID APPLICATION
3.10.1 The State requests the vendor to support both debit and pre-paid applications at all
Facilities. The applications must include, but not be limited to, the following:
EMBARQ Response: Read, agree and will comply.
3.10.1.1 The debit/inmate based pre-paid application shall work with the ITS
provided.
EMBARQ Response: Read, agree and will comply.
Debit is a fully integrated debit platform that allows inmates to place calls utilizing the funds
established and maintained in their individual PIN-based accounts. If desired, we will make
arrangements to interface with the facility's inmate/records management system or
commissary software package to share information between systems and automate the
process.
3.1 0.2 The debit application shall interface with the current Commissary System for ease
of transfer of money from the commissary account to the Inmate ITS account.
The Commissary is managed by the State. In April of 2008, the Commissary and
Banking environment will be moving to a new software application. The vendor
must be prepared to test and accept a new data file if necessary.
EMBARQ Response: Read, agree and will comply.
The ENFORCER® system has the capability of providing a "near" real-time interface with the
inmate commissary system. The ENFORCER® system supports a published XML interface
that is simple and straightforward in its application. This XML interface requires that each time
an inmate purchases debit calling time from the commissary, the commissary system will
output an XML file that is transferred to The ENFORCER® system. The system then reads
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 82
-"EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
this file and updates its database and inmate debit accounts. The delay between calling time
purchase, and calling account update, can be as minimal as one minute, or can be delayed
and completed in batch mode using a periodic method, I.e., every hour, several hours, or daily.
3.10.3 The vendor shall provide information on how the ITS handles debit balances if an
inmate is transferred from one State facility to another.
EMBARQ Response: Read, agree and will comply.
Remaining balances can be quickly and easily transferred to a new card by the inmate using
an automated process. This eliminates the risk of "orphaned" balances and reduces inmate
complaints.
3.10.4 The pre-paid application shall allow for prepayment to a specific inmate's account
or a member of inmate's PAN and shall be specific to an inmate's PAN.
EMBARQ Response: Read, agree and will comply.
Debit is a fully integrated debit platform that allows inmates to place calls utilizing the funds
established and maintained in their individual PIN-based accounts. If desired, we will interface
with the facility's inmate/records management system or commissary software package to
share information between systems and automate the process.
3.10.5 The ITS shall provide the inmate with the balance of their debit and/or inmate
based pre-paid account at the time of the call.
Please describe how this is
accomplished.
EMBARQ Response: Read, agree and will comply.
Card balances are automatically announced to the inmate upon call placement, allowing the
user to easily keep track of the remaining funds available for calling.
3.10.6 The debit/inmate based pre-paid application shall allow international calls. The
vendor shall propose international calling rates in Attachment J.
EMBARQ Response: Read, agree and will comply.
Debit is a fully integrated debit platform that allows inmates to place calls to all international
locations.
3.11
TRAINING
3.11.1 The Vendor shall provide training to the State's staff at the locations where the
equipment is installed. Additional training shall be provided to new staff assigned
during the Agreement period at no cost to the State, at specific facilities in the
north and south. Video conferencing is acceptable.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 83
~EMBARc:r
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
EMBARQ Response: Read, agree and will comply.
We will provide a customized training curriculum for each facility we serve. Classes will be
scheduled to fit the facility's preferences and the schedules of the personnel involved in the
training.
Our goal is to familiarize State personnel with daily system functions, blocks, reports, and
investigative tools as well as emergency system shut down.
We understand that different
user groups will sometimes have different training needs. As such, multiple classes will be
scheduled, customized to fit the participants. The user-friendly nature of The ENFORCER@
system makes it easy to understand and minimizes staff training time.
•
The training sessions will be conducted at a centralized location or at each site, as
required by the facility.
•
Training materials will consist of classroom presentations with question and answer
sessions, including demonstrations of the commonly used features of The ENFORCER@
system. Hands-on learning will be available on a one-on-one basis, as allowed by the
facility.
•
Each participant will leave the training session with a Quick Reference Guide for future
reference.
•
Initial and continuous training will be conducted upon request. All training is provided at
no cost to the facility.
Standard curriculum for training will include the following. This is a typical training agenda
which will be customized to fit each installation based on the facility's needs:
A.
Day-to-Day System Administration
1. Logging In
2. User Access Control Settings
3. Call Process Flow
4. Call Record Search
5. Blocked Number Administration
6. Inmate Editor Function
(a) Create a new account
(b) ANI Advanced Privileges and Controls
(c) Entering PANs
(d) Alerts on Inmate Accounts
(e) Disable Account
(f) Search for Inmate Account
b. Print Account Information
7. Debit Account Administration
8. Interface functionality (if applicable)
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 84
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
B.
Investigative Functions
1. Monitoring
2. Call Disrupt Function
3. Recording
4. Recording Exempt Numbers
5. Setting Alerts (email, pager and phone)
6. Recording Search, Retrieval & Reporting
7. Recording Export to CD
8. Report Generation
C.
Automated Calling Process
1. Initiating a Call
2. Collect Call Process
3. Debit Call Process
4. PrePaid Collect
D.
Service & Maintenance
1. Receiving Trouble Reports
2. Information Gathering & Preliminary Trouble-shooting
3. Trouble Reporting Instructions
4. Email updates on trouble tickets
E.
Reference Tools
1. Quick Reference Guide
2. User Guide
3. Report Synopsis
4. Inmate Information Pamphlet in English & Spanish
5. Support Center
F.
Contact Information
3.11.2 Training manuals shall be provided to the State's staff at all training meetings at
no cost to the State. All manuals will become the property of the State.
EMBARQ Response: Read, agree and will comply.
Training manuals will be provided to the staff at the training meetings and will become the
property of the State.
3.11.3 Informational pamphlets shall be available for inmates relative to the applicable
features and functionalities of the ITS, when requested by the State and at no cost
to the State.
EMBARQ Response: Read, agree and will comply.
Inmate information pamphlets will be available for inmates in both English and Spanish.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 85
-"EMBARcr
3.12
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
GENERAL MAINTENANCE
3.12.1
The vendor shall provide the necessary labor, parts, materials, and
transportation to maintain all proposed telephones in good working order and in
compliance with the equipment manufacturer's specifications throughout the life
of the Agreement. No charge shall be made to the State for maintenance of the
ITS.
EMBARQ Response: Read, agree and will comply.
EMBARQ will provide the necessary labor, parts, materials, and transportation to maintain all
. proposed telephones iri good working order and in compliance with the manufacturer's
specifications throughout the life of the agreement at no charge to the State. It should be
noted that every NDOC site will be visited at least once/month by a field technician to ensure
all of the equipment associated with the ITS is in proper working order, even if no troubles
have been reported or detected at the site.
3.12.2
The vendor shall have the ability to perform remote diagnostics to the ITS to
determine if a problem is with the telephone unit or with the telephone line.
EMBARQ Response: Read, agree and will comply.
Due to the sophisticated nature of The ENFORCER®, personnel are able to carry out an array
of non-intrusive remote diagnostic tests that will quickly pin-point the problem and thereby
expedite resolution.
Once deployed in the field, The ENFORCER® is designed to constantly and automatically
monitor its trunk and station connections and to reallocate resources to avoid "dead" stations
at the facilities.
Furthermore, the configuration supports extensive remote diagnostic
interrogation thereby providing insight into defective components (hardware, software, or
station phones) at a particular facility. Technical support personnel are equipped with the
ProActiveNet network monitoring application.
3.12.3
The ITS shall provide for continuous on-line diagnostics and continuous
supervision, as well as local remote offline system control access for advanced
programming and diagnostics. Access to the built-in advanced diagnostics and
program control shall be accessible via modem by service center personnel and
shall provide failure reports, service history and other diagnostics.
EMBARQ Response: Read, agree and will comply.
All equipment proposed is shipped from the manufacturing facility following a rigorous testing
procedure and approval by Quality Assurance personnel. Following deployment, EMBARQ
will create a preventative maintenance schedule to ensure that we meet our goal of
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 86
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
continuous, reliable service.
system performance.
In addition, we take a number of. pro-active steps to manage
We use the first few months of call activity to define a pattern of typical activity. Call volume
totals are compared daily for variances outside of a defined range (typically a decrease or
increase of 15%). An exception report is automatically created for any site showing such
variances.
In addition, diagnostic routines are constantly being performed to confirm network availability,
outgoing trunk status and phone status. Exceptions are automatically reported to the
Technical Support Team for further investigation and resolution. Lastly, daily call data is
compared against normal call activity characteristics such as ratio of attempted calls vs.
completed calls, percentage of invalid PIN failures, percentage of blocked number failures, etc.
Any results outside of the norm will appear on the exception report for further investigation.
3.12.4
The vendor shall maintain all cable related to the ITS, whether reused or newly
installed.
EMBARQ Response: Read, agree and will comply.
EMBARQ will maintain all cable related to the ITS, whether reused or newly installed. As
shown in the table below, whether existing cable can be used, or new cable is required,
EMBARQ will be completely responsible for its purchase, installation and maintenance
throughout the life of the contract at no cost to NDOC.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 87
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
-"EMBARQ-
From
ITS
To
MDF
Vendor
Who Will
Perform
Cabling
ICS
MDF
IDF
Paragon
IDF
Phones
Paragon
50 pair
underground
burial cable,
24 gauge
4 pair 24 gauge
ITS
ICS
Workstations
ICS
CAT5
2
pair/workstati
on
ITS
ICS
CAT5
2
pair/workstati
on
ITS
Existing
DOC
Workstations
CSU/DSU
ICS
Ethernet Cable
liT-I
ITS
Router
ICS
Ethernet Cable
I per
ENFORCER@
Chassis
ITS
LEC
Demarcati
on
ICS
4 pair 24 gauge
I pair/BI
3.12.5
Type of Cable
25 pair 24 gauge
Amount
Required
I pair/phone
I pair/phone
I pair/phone
•
Notes
Terminates on
ITS with
Amphenol Plug
Terminates on
theMDF &IDF
with standard 66
blocks
Terminates on
the phone with
RJ-II jacks
Terminates on
the Workstation
with Ethernet
cable connector
Terminates on
the Workstation
with Ethernet
cable connector
Terminates on
ITS and the
CSUIDSU with
an RJ-48C
connector
Terminates on
ITS and the
router with an
RJ-48C
connector
Terminates on
LEC
Demarcation
with RJ-ll
The vendor shall provide their on-site repair time, method and proposed level of
services for the facilities. Vendors shall detail their ability to handle
emergencies. Please provide an escalation plan.
EMBARQ Response: Read, agree and will comply.
EMBARQ will provide an on-site response time to all NOOe sites of no more than four hours.
Repairs or replacement should be completed within 24 hours (for normal maintenance) and
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 88
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
within 12 hours for emergency outages. This will be achieved by using a combination of
EMBARQ personnel and two ShawnTech technicians dedicated to the service of the NDOe
account. This approach is detailed in the table below:
ESP
HDSP
LCC
NSP
NNCC
SDCC
SNCC
FMWCC
WSCC
CCC
ECC
HCC
ISCC
ICC
PCC
SSCC
SCC
TCC
WCC
NNRC
CGTC
37
145
97
60
50
60
26
57
19
6
5
4
6
24
8
7
10
6
6
7
24
ShawnTech
EMBARQ
ShawnTech
ShawnTech
ShawnTech
EMBARQ
EMBARQ
EMBARQ
ShawnTech
ShawnTech
ShawnTech
ShawnTech
EMBARQ
EMBARQ
ShawnTech
ShawnTech
ShawnTech
ShawnTech
ShawnTech
ShawnTech
EMBARQ
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechITBD
ShawnTechITBD
ShawnTechITBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechlTBD
ShawnTechITBD
ShawnTechlTBD
ShawnTechlTBD
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ/Shelia Rafferty
EMBARQ will provide a level of service that ensures the satisfaction of the four customer
groups associated with an inmate telephone system:
1. The inmates who place the calls
2. The inmates' friends and family who receive them
3. The corrections officers who must be able to monitor, record, generate reports, and
perform investigations concerning all non-privileged phone conversations
4. The state government personnel responsible for the inmate telephone system contract.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 89
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
-"EMBARQ'
•
This level of service will be achieved through three separate programs:
1. The monthly preventative maintenance inspections to be conducted at every site.
2. The trouble ticket procedure which ensures that every problem is identified, worked,
tracked, and recorded for future review, and that no service tick~t is closed without
the concurrence of the impacted local DOC personnel.
3. Periodic service reviews (typically conducted at customer's location quarterly) to
review trouble ticket statistics, identify any chronic or major problems, discuss any
future additions, deletions, or modifications (new phones, new workstations, new
sites, etc.), and resolve any operational, financial, or contractual concerns held by
the customer.
Technician Service Plan Overview
EMBARQ will be using ShawnTech as a subcontractor to provide two (2) vendor certified
technicians to support fourteen (14) Nevada Inmate Telephone Service facilities. Embarq will
.also provide its own field technicians in the Las Vegas Area to serve the remaining eight DOC
sites. The equipment and platform certified technician is equipped with a laptop, cell phone
and pager to promptly respond to trouble ticket calls. The technicians will be strategically
placed to provide maximum service coverage.
Maintenance Zones· Average Drive Time
Sites Zones
Office Base
3
9
2
Las Vegas (Embarq)
Carson City (ShawnTech)
Ely
..
Averaaes
14
Maintenance Zone 1
Maintenance Zone 2
Maintenance Zone 3
.
Avg.
Drive
Time
(Mins)
38
47
130
33
Avg.
Mileage
35.0
49.3
104.5
62.9
EMBARQ will be able to have a technician on site within a three hour time frame. The overall
statewide average drive time is about 33 minutes to a site. EMBARQ will be positioned to
meet and exceed the contract requirements.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 90
~EMBARQ"
Office Base:
PART I: TECHNICAL PROPOSAL RESPONSE·
3. SCOPE OF WORK
Maintenance Zone 1
Las Vegas
Site
High Desert State Prison - HDSP
Southern Desert CC - SDCC
Indian Sorinos Conservation Camp - ISCC
Indian Springs Boot Camp
Florence McClure Women's Corr - FMWCC .
Casa Grande Transitional Center - CGTC
Jean Conservation Camo - JCC
Southern Nevada CC - SNCC
Phones
Phones/Avg Mileage/Avg Drive Time
Office Base:
34.9875
Phones
Phones/Avg Mileage/Avg Drive Time
55
54
53
53
12
9
32
32
38
50
10
60
19
7
7
97
4
Travel Miles
3.9
4.7
2.1
2.1
29.8
33.6
128.3
189.9
254
49.30
Drive Time
(min)
6
8
4
4
31
40
116
168
47
Maintenance Zone 3
Ely
Site
Carlin CC - CCC
Wells CC - WCC
ElvCC - ECC
Elv State Prison - ESP
Pioche CC - PCC
Tonopah CC - TCC
Phones
Phones/Ava Mileage/Avg Drive Time
Nevada DOC /TS
345
Drive Time
(min)
Maintenance Zone 2
Carson
City
Site
Northern Nevada CC - NNCC
Stewart Conservation Camp - SCC
Nevada State Prison - NSP
Warm Springs CC - WSCC
Northern Nevada Restitution Center - NNRC
Silver Sprinos CC - SSCC
Lovelock CC - LCC
Humboldt CC - HCC
Office Base:
145
60
6
3
57
24
24
26
Travel Miles
49.8
49.6
48.5
48.5
9.1
8.4
33
33
6
6
5
37
8
6
Travel Miles
173.3
147
18.1
12.4
106.2
170
68
104.50
Response to RFP No. 1628
October 15, 2007
Drive Time
(min)
216
178
23
26
129
208
130
Page 91
-,EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
In addition, the lead technician will serve as a triage center for trouble tickets and dispatch.
For minor repairs at sites where an existing (non DOC-assigned) EMBARQ field technician is
more proximate, or for a major problem requiring multiple technicians, the lead technician will
contact EMBARQ's District Field Manager, who will serve as a single point of contact for
dispatch of EMBARQ "backup" technicians.
Dispatch Center
EMBARQ will use the ShawnTech Dispatch Center, which is available twenty-four hours a day,
seven days a week. Calls are received reporting troubles affecting the inmate telephone
system from designated Department of Corrections' facility personnel or EMBARQ's Dispatch
Group. Dispatch operators follow-up on ticket status daily.
Service Management Call Center System Application
ShawnTech takes a "One Call" approach to Field Service Management. Their live answer
center is staffed 24/7, and their Dispatch Center provides field service management from the
initial response to the trouble call to final closure. Trouble tickets are assigned a unique
number under which all repair information is logged. This detailed information is then broken
down by trouble codes for clear and concise accessibility of project information through
customized reports.
ShawnTech's "Te/eDocs" reports reflect project information in a multitude of formats. Reports
contain detailed repair narratives, trouble codes, or end result time reports, enabling the
customer to track work progress.
Daily electronic updates and weekly reports are generated as part of regular processes.
Customers have the ability to view their account tickets and customized reports 24/7, in real
time by accessing the Te/eDocs Web Portal. The web application provides customers with:
•
•
•
•
•
•
•
Online ticket processing
The real time "Dispatch Board" status
Ticket information
Facility ticket history
RMA tracking
Parts usage
Customized reports
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 92
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
The Te/eDocs Portal offers two distinct advantages to our customers:
•
1. eService - customers can open tickets via the web site. A ticket number is
generated and the Dispatch Center is notified. The ticket is then processed and
dispatched.
2. eReports - offers the ShawnTech customer unlimited customized reports with
in-house ad-hoc capabilities. Some example common report types are:
• System Preventative Maintenance
• Inventory Usage
• Closed Ticket Reports
• Open Ticket Status Reports
• Equipment Logs
• Facility General Information
ShawnTech is dedicated to providing legendary service to the NDOC project partners and
customers by ensuring quick repair responses and dedication to customer service. Examples
of some of the detailed coding and information sorting for field service tickets are on the
following pages. ShawnTech continually works to improve and customize processes to suit
the needs of their customers.
When a problem is reported to the Dispatch Center, Dispatch collects the facts
surrounding the report and then opens a trouble ticket.
•
Depending on the type of trouble, the Dispatcher will contact the Call Control Vendor
or the Technical Manager to determine if dispatch is needed.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 93
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
-"EMBARQ-
If dispatch is required, the Dispatcher will notify the appropriate field repair technician for an
ETA to the site. Ticket updates and information are logged daily throughout this process
recording all steps completed for trouble resolution. Customers are notified of progress as
information is received.
SHAYJ!fi.T~
iiiEi:·,;,iii;' ';;ii~;:::;:~~:Efliiiii''''~
i"
.. .!;:..':'!Iome~
S
.__,_._...
~~~:;~~r;-~IU~:_ ....._.__..._._
~ ~;'.""-::':-§;i.~~;'".;"oo".-~-::~". f~f~~Q~~"
S ft
.
ervlce
0 ware
~¥~~i~m"fi~--=-====,11
~_':l~CI'iplion
'
1'..r:0b1eI'l!.I,Y.p.!:'... ...._ ..._.._--._-..-Diyision
-%~i!;;;~~~]"~~·-·-·_·--_··_---
Tickets are categorized
to reflect the type of
trouble call received.
Upon closing a ticket a
second code is added to
reflect the type of repair
that was completed .
••
Appoinlmen!s
{:~~i;~;~"6;;;'..........j OPENI'II~
Time Stamp
! Awaiting
I
I
Invoice
~!~:~~;~E:;:j~~~=::::~~_·c===. _.~
LATEST UPDATE/Repair:
Trouble Codes
Purchase 0 Ide'
I
C<llls Drive -- ----- --- - - --j
::Y~~.;]D-&·Ti~~~~~_=_:=- _
__=~::-=:i]~?~_·¥~_O_~?}~~
--------------:-_.:"j
0-
97 Closure Trouble Codes
Shawntech codes can be customized
to meet customer specifications.
Resolution codes were created to correctly reflect the type of repair(s) that were completed to
correct or restore service to the facility inmate phone or call control system. The opening and
closing codes are used in creating reports that can analyze or evaluate project information.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 94
--"EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Resolution Codes & Closure Note Field
.~!""L
JBB2R8Q
m:J
Service Can 10
~l
L egendcprrrs-ervice Pro vider
~!?~.E=.rJp.~i?i2.. _.."_...__.__
..!,,!~p.~t:'.i!!..T!:'P.~
_
SI-*A~"'1Jff,.~:::;::>
..~.!~~.~ "-------~--~S aIA§pAISQO !D
..~~!!_T_~p._~ __.__
_!2~~!~.._
!0501ZlHlO14
['t~I..bl..
4
E,,~,cotn
7
cannol op6n window rOI C'l.M p","poy a tor 0' on"""t ,epo<l
mad.. adj.."lmonl•.
Shawntech captures the trouble repair inform atian in a Description narrative on each
trouble ticket. Additional closure comments are also entered in the Resolution narrative
window. This window also provides the ability to insert customer specific codes.
Time Stamps
-----
,Service Call 10:
Date and Time Opened:
User 10:
Received -Tech Called
Contact- Gate Pass:
On Site - Update:
Repair - Delay Time:
Final Closure:
Nevada DOC ITS
--
Sample Screen of Time
Log Windovv used by
Shavvntech Dispatch.
Nine individual times
are captured for all
trouble/service tickets.
System Generated Ticket Number
Time Ticket is entered into the System
Dispatch code assigned internally
Actual Reported Time - Assignment to Technician
Facility Called- On Site Time Granted
Tech's arrival to site- Repair made facility functional
Used to identify problem situations; Le. Tech
could not gain access; Parts shipment needed
Trouble repair is complete and closed
Response to RFP No. 1628
October 15, 2007
Page 95
PART I: TECHNICAL PROPOSAL Rr;:SPONSE
3. SCOPE OF WORK
--"EMBARQ'
•
The nine time stamps above are captured for each trouble report. This breakdown gives a
clear view of the time required for each level of resolution surrounding a trouble report from the
initial call to the final resolution.
TeleDoCs eService
llf.
E.-necgen"y
Open a Service Ticket
-0
~OQjn
View Current
Individual Tickets
VIsion ... nd Mission
Sho",,,Tech comn'mn;cations, Inc. ;5 ono of tho
Shown,ooh
l"o<li"9 providers of Imnato Tolephone Systo<n.
and Servicos foc tho uS corro"',on< ""'0.-1<"•.
C"rr>muni",,"ons, ."c,
05,.0> '0
Provido unmo'ched or"du,,", supo"'" end
lege"dory 50rvic" "" tho toloconunun;"o';,,'"
industry.
Training and Instruction
Th;. 5"",ion ;. <till undoc dovelopment.
....,leDDCs eServi.oe
Customer , .. sou,,,,, far
;nf"n"'"';.,,,.
sci';" foo;';<y
Inventory
Futur.. I<o<n.. of tho our lnv..,,''''Y
Syste ....
..noge"'ent
Cop,.-'gh! "'2004. Sh.~".ah Co~""""'a"'~,,'''''
AH .. _ ~
~""~,""".
See Facility Ticket
History
~
E
f%'!II
~
"''''<lDClCS .. Report"
.,,,,,<I
Access Facility
Equipment Inventory
Lists
Cus'ocne, link '0 cust"".., "'''..pOrt5 d05 •
.,.pociolly for you, our ou5ton·... r.
CUS~On'l"r SLlr" .. y
Th; . . . . ".;on ;5 >0;11 ondo< dovoIDomon'.
I
"o~.
I
I About U. I <"on•• ct I
,"~,<n.
of u ... I
"M~<v
Log'~
I
PC" •• 1
In the TeleDoc's "Welcome Window" you will select TeleDoc's
eService which opens the authorization window.
In addition to the Dispatch Center 24/7 live response, the customer has the ability to generate
a ticket via the web. Once a customer has requested security clearance and is provided a
User ID and Password, customers can log into the TeleDocs web portal and generate their
own trouble ticket. This ticket will appear on the Dispatch Center Active Dispatch Board
alerting the dispatcher of a new trouble ticket. The Dispatcher will then process the ticket and
complete the dispatch. TeleDocs also offers reports.
Preventive Maintenance Plan
An aggressive preventive maintenance plan will ensure the inmate telephone system and
supporting equipment are kept in good working condition. Our position is to minimize the
percent of downtime with proper preventive maintenance. At a minimum, a technician will visit
each site once a month.
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 96
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Dispatch Operations
1.
•
Receive calls from designated NDOC facility personnel or EMBARQ's Dispatch Group
reporting telephone or system trouble affecting the inmate call control system.
• Caller provides detailed information of the type of trouble and the general
location of the trouble.
Type of equipment problem or location of phone not working
Time frame in which the trouble occurred
Point of Contact for additional information and call back number
Availability of on-site access if necessary to complete reported repair
•
2.
Caller will receive a trouble ticket number at the time of reporting.
Exceptions to this procedure will apply to troubles reported after 5:00 p.m. and
before 8:00 a.m. Monday through Friday (EST) or weekends and holidays.
Repairs will proceed as normal however trouble ticket numbers will be generated
on the following business day and provided to the caller.
Trouble Ticket will be issued and the system will automatically date the trouble ticket.
The ticket will record the following information:
•
•
•
•
•
•
•
3.
4.
5.
6.
7.
8.
Facility name and phone number
Person reporting the trouble
POC call back number
Trouble information
Time of dispatch to Field Technician
Status updates daily and ETA until trouble is closed
Name of any technicians sent on site for physical repairs to the system or inmate
telephones
Lead technician will evaluate ticket (nature of trouble, severity, and location). Lead
technician will either self-dispatch or call appropriate primary/backup NDOC
technician(s).
Daily follow-up status will be entered on all calls that remain open into the next day or
over 24 hours. Updates will be recorded and forwarded to the Customer on a daily
basis via email.
If the ticket is referred to the hardware vendor for repair, the contact name and ETA of
the technician will be recorded on the ticket.
Daily ticket updates will be sent to the customer via email.
Weekly and monthly reports will be provided to the customer on ticket closures and
pending issues. Ticket closure reports will be customized for the customer within the
systems parameters to provide the customer with effective and efficient information.
When repairs are completed and reported to the SHAWNTECH Dispatch Center the
repair will be verified by the SHAWNTECH Dispatch Team with the ticket POC or
designated facility inspector before the ticket will be officially closed. Upon verification
from the facility that the trouble has been resolved, the ticket will be closed and the
customer notified of the resolution.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 97
-"EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Dispatching Trouble Tickets
1.
2.
3.
4.
The SHAWNTECH Dispatcher will contact Field Technician after receiving and
recording all necessary information from the reporting facility personnel regarding a
trouble issue.
Field Technician will respond to the POC for the facility within the time constraints of the
contract either remotely or on site.
If a hardware repair is required, EMBARQ will indicate their course of action to resolve
the trouble issue involving their remote intervention to correct software issues, which
SHAWNTECH will record as a "Status" on the trouble ticket. If EMBARQ needs to
dispatches a technician to the facility for a physical repair to the recording equipment,
the name of the technician will be reported to SHAWNTECH and recorded at that time
on the open trouble ticket.
SHAWNTECH will check daily with the hardware vendor to facilitate speedy repairs to
open trouble tickets needing a software resolution. When the repair is made, the ticket
closure will be entered into the system. At that time the SHAWNTECH dispatcher will
contact the facility to verify that the trouble has been repaired and there are no
additional unresolved issues. Upon verification from the facility inspector or point of
contact that the repair was complete, SHAWNTECH will close the ticket and notify the
customer of the closure by email.
Escalation Procedures
•
Appropriate escalation procedures will be developed for use in the event that trouble tickets
are not closed in the established time frame when issues have been referred to the call
control vendor or local LEC for repair.
•
Escalation list will include time parameters, contact person, phone number, alternate phone
number (cell phone or pager) and email address..
•
Escalation procedures for Field Technical Engineers (lead technicians) are as follows:
Lead Technician
DOC Administrative Manager
Project Manager
General Manager
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 98
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Preventive Maintenance Checklist
I: Inmate Phones
Tests and Checks Performed
Frequency Vendor
(W,M,Q,Yj
1. Check - Dial pads. (Listen for tones on all keys).
2. Check
~
Monthly
Handset cords
Monthly
3. Check - Hook switch.
Monthly
4. Check - Handset for clarity.
Monthly
5. Check - Missing or loose screws on phones and enclosures.
Monthly
6. Check - Manual cut off switches.
Monthly
7. Check - TOO device
Monthly
Make a test call.
8. Check - Lighting protection, if applicable.
Monthly
.
9. Check - The signage on each phone and replace if needed.
Monthly
10. Verify - Station 10 list that is on the Call Control platform.
Monthly
11. Check with the site point of contact to insure all issues are documented.
Monthly
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
II: Call Control Equipment
Tests and Checks Performed
Frequency Vendor
(W,M,Q,Yj
1. Check - Inmate Phone System - Check for trunk errors.
Monthly
2. Check - System resource levels.
Monthly
3. Check - Hard drive usage.
Monthly
4. Check - UPS is furry charged and operational.
Yearly
5. Check
up test.
Monthly
Analog (B1) lines connected to Inmate Phone System. Perform dial-
6. Check - Backup fifes. Insure that system is backing up files properly.
Monthly
.
7. Check - All system clocks are updated properly.
Quarterly
8. Vacuum dust filters in the inmate Phone System.
Monthly
9. Rinse dust filters in the Inmate Phone System.
Quarterly
10. Vacuum cooling fans on all systems, if applicable.
Monthly
11. Generate a monthly trunk usage report.
Monthly
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
EMBARQI
ShawnTech
Hardware
Vendor
Page 99
. . . . EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
III. Workstations
Tests and Checks Performed
Frequency Vendor
(W,M,Q,Y)
1. Test - Audio tape deck, if applicable.
Monthly
ShawnTech
2. Check - Backup tape and printer ink supplies.
Monthly
ShawnTech
Quarterly
ShawnTech
4. Check - CD Burner - Pull calls from the CD Burner. If applicable.
Monthly
ShawnTech
5. Test - Call Search
Monthly
ShawnTech
Monthly
ShawnTech
7. Test - Perform live monitoring.
Monthly
ShawnTech
8. Test - Printing reports to printer
Monthly
ShawnTech
Tape Ar~hive Function. Listen to calls from the archive tape unit.
3. Check
6. Test
The ability to turn the phones On and off from the platform.
IV. Network Components
Tests and Checks Performed
Frequency Vendor
(W,M,Q,Y)
V: Software Checks & Tests
Tests and Checks Performed
Frequency Vendor
(W,M,Q,Y)
1. Check - Replication.
Monthly
ShawnTech
2. Check - Inmate Phone System - Check/Verify system settings are correct and Quarterly
modules are operational.
ShawnTech
3. Check - Facility branding
Quarterly
ShawnTech
4. Check Calls for proper starUstop, origination, destination, PIN numbers
Quarterly
ShawnTech
5. Check - Verify each type of call (Local, Intra-lata, Inter-Lata, Inter State)
Quarterly
ShawnTech
M
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 100
-,EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Disaster Recovery
A service provider's ability to quickly recover from an emergency or major disaster is a
function of the level of preparations made before the disaster occurs, the resources the service
provider is capable of marshalling, and the provider's experience with such challenges.
In case of a disaster occurring at a NDOC site or sites that disrupts inmate telephone service,
the emergency numbers will be the same as those used in a standard trouble ticket scenario.
In this manner, MDOC personnel will not have to maintain a separate phone list to be used
only in emergencies. In the event of a service outage of such magnitude that it qualifies as a
disaster the NDOC will receive a call back within 30 minutes of their initial call being placed to
the trouble desk, and will be provided updates of the situation every 15 minutes until all service
is restored.
Disaster Recovery Task/Role
Level
1
EMBARQ Position
Program Manager
(Shelia Rafferty)
•
Task/Role
Researches history of problem and identifies
personnel involved with the problem resolution.
Determines current status of the problem and
time parameter for resolution from the perspective
of the NDOC and those involved.
Notifies personnel and supervisors of strategy for
problem resolution.
Keeps NDOC and management involved in
progress of problem resolution. Escalates as
necessary. Responsible for seeing problem
through to resolution.
Resolves trouble/issue or escalates further if
necessary.
Applies additional resources (EMBARQ, ICS,
ShawnTech, LECs, IXCs, etc.) as necessary.
Keeps NDOC informed of ongoing activities
involving problem resolution.
Escalates further if necessary.
•
Ensures resolution.
•
•
•
•
2
Manager - Inmate
Operations
(Keith Shiflett)
•
•
•
3
4
Director - EMBARQ
Public Access (Paul
Cooper)
President Wholesale Markets
(Bill Cheek)
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 101
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
The dispatch procedures used will be the same as those used in a standard trouble ticket.
Emergency dispatch will be on a 24-hour per day, 365 days per year basis.
Upon receipt of a trouble call from the State by EMBARQ's Customer Service Center, which
offers a toll-free, 24 x 7, 365 days per year access, the highly trained and qualified customer
service center representative will determine whether the problem lies within the call control
system, the network, or the inmate phone set(s). EMBARQ, ICS, and ShawnTech employees
will all be made available to promptly implement disaster recovery.
EMBARQ will keep the designated NOOC contact(s) informed and provide updates concerning
the cause of the service outage, what measures are being taken to fix the outage, and the
estimated time for service recovery. These updates will be provided via both e-mail and phone
call, at the frequency desired by the customer (once/day, twice/day, hourly, etc.).
It should be again noted that EMBARQ has 513 network and service technicians in the State of
Nevada with extensive installation and repair experience with telecommunications
infrastructure. In the case of an emergency outage or a disaster (Le., multiple sites being
disrupted because of extreme weather conditions), these technicians will be dispatched for
quick restoration of both the inmate telephone systems and the network supporting them.
While we do not anticipate factory-certifying these technicians, they average over 20 years of
field technical experience and are fully expert in phone systems. Based on our experience
with the ICS platform, we believe this plan will provide more than adequate coverage for both
ongoing maintenance and emergency situations. If, however, it becomes evident that
additional coverage is needed, EMBARQ will commit to factory certifying additional designated
technicians for NOOC.
Restoration Plans.by ITS Component
Inmate
Telephone.
Vendor
Pnmary Back Up
S yst em
Component
Inmate Phones
Wintel
Each of the three field
and Cabling
technicians (two ShawnTech
employees, one EMBARQ
employee) will carry spare parts
for inmate phones (handsets,
keypads, inside Wire, etc.) to
support preventative
maintenance, repair, and
disaster recoverv.
Nevada DOC ITS
.
Contmgency Back Up
If a disaster has resuited in a large
quantity of phones being rendered
inoperabie simuitaneously,
EMBARQ has multiple storage sites
with inmate phone hardware
supplies, both in and out of the
Nevada area, and existing
relationships with multiple phone
hardware vendors
Response to RFP No. 1628
October 15, 2007
Page 102
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
ICS Enforcer
Platforms
ICS
Each of the three field
technicians (two ShawnTech
employees, one EMBARQ
employee) will carry crash kits
for the Enforcer platform to
support preventative
maintenance, repair, and
disaster recovery. Each crash
kit will contain:
If a disaster has resulted in a large
quantity of Enforcer components
being rendered inoperable
simultaneously, iCS can overnight
ship significant quantities of
components as necessary.
-
One 24 Port Station Card
One 24 Port Analog Trunk
Card
- Three PKIA Battery Cards
- Three Hot Swappable Fans.
ICS Enforcer
Platforms
ICS
ICS Enforcer
Workstations
ICS
Network
IXCs and
multiple
LECs
.
Nevada DOC ITS
A fully equipped ICS Enforcer
platform will be centrally located
in Nevada at a storage site
proViding field technicians with
24/7 access. If an Enforcer
platform malfunctions or is
damaged to a point where the
crash kits cannot restore it to
service, the "hot standby" will
be transported to the NDOC
facility to restore service as
quicklvas possible.
Each of the three field
technicians (two ShawnTech
employees, one EMBARQ
employee) will car(y one spare
ICS workstation available to
support preventative
maintenance, repair, and
disaster recovery. This quantity
will be increased if experience
indicatils a greater need than
forecast.
A storage cache will be
operational in each Enforcer
platform to ensure that if the
validation circuit is lost, or the
validation server is unavailable,
collect calls will still be
connected based upon the
outcome of the most recent
L1DB dip. Also, if a T-1 fails for
an extended period oflime,
traffic can be relocated to the
analog B1 s at each site to
maintain phone service.
If a disaster has resulted in a large
quantity of Enforcer platforms being
rendered inoperable
simultaneously, ICS can overnight
ship significant quantities of
Enforcer platforms as necessary.
If a disaster has resulted in a large
quantity of workstations being
rendered inoperable
simultaneously, ICS can overnight
ship significant quantities of
workstations as necessary.
If a particular NDOC site has been
isolated by a localized failure of the
network, EMBARQ will apply all of
its resources and expertise to
restoring the connection as soon as
possible, given the magnitude of the
disaster. It should be noted that
EMBARQ is a telecommunications
com pany, and it has formal
agreements and/or well established
relationships with Virtually every IXC
and LEC in the state. Escalation all
the way to the President of
EMBARQ - Wholesale Markets-will
occur if it is necessary to speed
restoration of service.
Response to RFP No. 1628
October 15, 2007
Page 103
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Emergency Repair Times
Type of Repair
Emergency
Outages
•
Notification Time (This
is the maximum amount
of time that passes
between the customer
calling the trouble desk,
or the trouble desk
becoming aware of the
problem, and the
trouble desk contacting
the Program Manager
and informing him of
the trouble)
Dispatch Time
(This is the
maximum amount of
time that passes
between the
customer calling the
trouble desk, or the
trouble desk
becoming aware of
the problem, and a
technician arriving
on site to address
the problem, if an
on-site tech is
necessary)
Cure Time
(This is the
maximum amount of
time that passes
between the
customer calling the
trouble desk, or the
trouble desk
becoming aware of
the problem, and
service being
restored, under
normal
circumstances)
Business
Hours
15 Minutes
4 Hours
12 Hours
NonBusiness
Hours
15 Minutes
4 Hours
12 Hours
Time of
Day
Trouble
Reported
3.12.6
Vendors shall provide all priority 1, 2, 3 and 4 tickets as they are opened,
updated and closed by the field technicians, providing detail to show the
problem and final resolution of said problem. Should the escalation plan as
provided by the vendor not be followed explicitly, the vendor shall be liable for
lost commissions during times that phones were in need of repair and not
properly operating. The lost commission will be calculated by multiplying the
average number of calls for each call type x (times) the then prevailing calling
rates x (times) the commission rate. The specific commission shall be calculated
by the State and the State will advise the vendor of all commissions due. The
vendor shall pay the calculated lost commission with the next commission
payment due the State. Vendor will be allotted time between the notification and
the next commission payment to validate the lost commission,
EMBARQ Response: Read, agree and will comply.
EMBARQ has read, understands and agrees that it will provide all priority 1, 2, 3, and 4 tickets
as they are opened, updated, and closed by the field technicians, providing detail to show the
problem and final resolution of said problem. EMBARQ understands and agrees the lost
commission will be calculated by multiplying the average number of calls for each call type x
(times) the then prevailing calling rates x (times) the commission rate. EMBARQ understands
and agrees the specific commission shall be calculated by NDOC and NDOC will advise the
vendor of all commissions due. EMBARQ understands it shall pay the calculated lost
commission with the next commission payment due the State.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 104
-"EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
The following table provides EMBARQ's standard trouble ticket severity levels for inmate
telephone services.
EMBARQ Severity Levels
Severity Level
Severity 1 =Major
Failure
Severity 2 =
Standard Failure
Severity 3 =Minor
Failure
Severity 4 =
Administrative I
Product Upgrades
Nevada DOC ITS
Definition
Any event that causes 25 to 100 percent of
the inmate phones at anyone site to be
unable to process calls or the complete loss of
any single facility service or application that is
mandatory (e.g., recording).
Any event that causes 0 to 25 percent of the .
inmate phones at anyone site to be unable to
process calls. Service affecting with a
significant impact on the site's ability to
conduct "normal" business.
Localized failures at a site (e.g., local
exchanges and area code update issues or
PIN administrative issues) that have a limited
impact on ability to conduct normal phone
calling (small number of PINs, PANs, NPANXXs, etc.)
Includes items that are on a "software fix" list
or that are related to administrative issues that
are informational or non-service affecting
conditions. Tickets opened for requested
upgrades, tickets opened to track preventative
maintenance, tickets opened to provide ad
hoc reports or information only.
Response to RFP No. 1628
October 15, 2007
Page 105
-"EMBARQ"
3.12.7
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
The vendor must provide the State with a complete list of business, cellular and
beeper numbers for its contractors/subcontractors, managers, administrators,
technicians etc; the vendor's management home and emergency telephone
numbers must also be furnished.
EMBARQ Response: Read, agree and will comply.
We have assembled an ou~standing project team for the implementation and management of
the NDOe ITS. A summary table with contact information is provided below and individual
resumes for key project personnel are provided in Section 4.1.14. EMBARQ will provide a
more an updated and more detailed list with management and other key personnel home and
emergency telephone numbers during implementation.
Project Team Chart
Office:
(850) 893-1821
Wireless:
(850) 212-8880
Home:
(850) 906-9136
Kristin
McMillan
Nevada DOC ITS
Vice
President &
General
Manager,
EMBARQ
Nevada
Toll Free:
(888) 375-7318
Las Vegas, NV
Office:
(702) 244-7300
Wireless:
(702) 406-2470
Primary DOC
contact.
Provides overall
account
management,
ensuring
understanding
and
accommodation
of Department's
needs.
30 years
telecommunications
experience with
EMBARQ/Sprint; 12
years focused on the
corrections and
detention industry
Local NOOC
Point of
Contact. Leads
public and
external affairs
organization for
Nevada
operations.
20+ years
experience in
regulatory and legal
matters
Response to RFP No. 1628
October 15, 2007
Page 106
~EMBARQ'
Bill Cheek
Paul Cooper
Keith Shiflett
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
President,
EMBARQ
Payphone
Services and
Wholesale
Markets
Director &
General
Manager,
EMBARQ
Payphone
Services
Manager,
Sales and
Service
Overland Park, KS
Office:
(913) 534-5699
Wireless:
(913) 269-6721
Overland Park, KS
Office:
(913) 534-5351
Wireless:
(816) 914-5034
Altamonte
Springs, FL
Office:
(407) 830-3740
Wireless:
(407) 221-7455
Tammie
Saucedo
Program
Manager
Ensure proper
visibility and
company-level
support for
NDOe contract.
Las Vegas, NV
Office:
(702) 244-8384
Lead for day to
day EPSI
operations;
ensuring proper
resource
allocation and
contract
performance.
Primary
escalation point
for all
contractual and
service issues
Ensure
compliance with
all contractual
requirements;
establish and
monitor service
levels with field
and technical
support
personnel
Ensure accurate
usage, revenue,
and commission
reporting,
perform audits
Wireless:
(702) 203-5802
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
30+ years in
telecommunications
and recognized
industry expert in
regulatory and intercarrier matters; 11
years heading
EMBARQ's inmate
business
8 years in
telecommunications;
5 years in network
sales and technical
support
24 years in
telecommunications;
7 years in inmate
sales and service
27 years in
telecommunications;
11 years in
payphone and
inmate reporting,
billing and collections
Page 107
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
.
Larry
Haataja
Manager,
Overland Park, KS
Product
Development Office:
(913) 534-7130
Wireless:
(816) 309-6170
Mike Haynes
Manager,
Sales
Technology
Overland Park, KS
Office:
(913) 534-2540
Wireless:
(913) 534-2540
Shelia
Rafferty
Program
Manager
Overland Park, KS
Office:
(913) 534-7346
Wireless:
(913) 221-6278
Marshall
Holober
(ICSolutions)
Installation
manager
Mike
Operations
Kennedy
and
(ICSolutions) Technical
Support
Manager
San Jose, CA
Office:
(800) 661-3845
Wireless:
(408) 398-9989
Pearl, MS
Office:
(866) 228-4031
Responsible for
product
development,
network and
system design,
technical
analysis, and
engineering
support
Responsible for
overseeing a
team for
reporting and
commissions
systems,
reporting, and
tracking.
Establish and
manage
implementation
plan. Ongoing
responsibility to
ensure technical
performance
meets
established
criteria.
Oversee
production and
installation of all
equipment at
Department
facilities
Oversees calling
platform
technical
support team
Wireless:
(251) 533-0046
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
25 years of
diversified
experience in
telecommunications
commercial and
government
accounts, 10 years in
ITS network and
system design.
23 years in various
information systems
and technology roles,
experienced with
leading teams to
implement complex
database systems.
32 years in
telecommunications;
21 years in
payphone and
corrections.
Personally managed
installations at 60
major correctional
facilities.
30 years experience
in computer
operations, voice and
data networking, and
project management
19 years experience
in voice and data
networking and
public
communications,
including customer
support, project
management
Page 108
"'EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Tom Hearn
Training
(ICSolutions) Coordinator
San Jose, CA
Office:
(800) 661-3845
Tillman
Helpdesk
Mosley
Program
(ShawnTech) Manager
Wireless:
(251) 654-7746
Vandalia, OH
Office:
(937) 898-4900
ext. 113
Coordinates and
executes on-site
training for
Department
personnel
20 years in public
communications,
including engineering
and product
management
Oversees
helpdesk and
ongoing on-site
maintenance by
field technicians
20+ years in project
management; 9
years supporting
ShawnTech's inmate
telephone contracts
Wireless:
(937) 307-4971
3.12.8
The vendor must provide a copy of the company's current repair procedure
policy for both normal maintenance and emergency outages as it relates to your
proposal.
EMBARQ Response: Read, agree and will comply.
EMBARQ will provide a 24 X 7 ticket desk that allows around-the~c1ock reporting of troubles
and dispatch. All calls for service will be answered by a live human being (not voice mail). All
field technicians, whether EMBARQ or ShawnTech employees, will be available for dispatch
24/7/365.
Repair or replacement will be started by a qualified technician within four hours following
notification of a service request or ITS failure. EMBARQ will exhibit a best effort approach to
completion of the repairs or replacement during the first 24 hours following notification of a
problem. It should be noted that each field technician will be equipped with spare inmate
phone parts and ENFORCER® crash kits to ensure that repairs can be completed in a timely
manner. Also, a hot standby ENFORCER will be centrally located in Nevada to ensure that, if
service cannot be restored through card replacement, a new platform can be brought in and
cutover in a timely fashion.
Once a trouble condition is called into our Dispatch Center, the dispatcher will immediately
contact the on-call technician, who in turn, will evaluate the trouble condition, and either
contact the ITS platform vendor (ICS) to troubleshoot and correct the issue remotely, if
possible, or make arrangements for dispatch to the facility. Throughout this trouble-shooting
process, frequent communication will take place with the customer contact up to the point
where the trouble is resolved. Specifically, the Dispatch Center will notify the designated
contact at NDOC (usually a representative located at the facility experiencing the service
problem) that a technician is being dispatched; the name of the technician, and his/her
estimated time of arrival. It should also be noted that no trouble ticket will be closed by the
Dispatch Center until the cure has been verified by a representative of the NDOC.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 109
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
EMBARQ will provide a level of service that ensures the satisfaction of the four customer
groups associated with an inmate telephone system:
1. The inmates who place the calls.
2. The inmates' friends and family who receive them.
3. The corrections officers who must be able to monitor, record, generate reports, and
perform investigations concerning all non-privileged phone conversation.
4. The state government personnel responsible for the inmate telephone system contract.
This level of service will be achieved through three separate programs:
1. The monthly preventative maintenance inspections to be conducted at every site.
2. The trouble ticket procedure which ensures that every problem is identified, worked,
tracked, and recorded for future review, and that no service ticket is closed without the
concurrence of the impacted local NDOC personnel.
3. Periodic service reviews (typically conducted at customer's location quarterly) to review
trouble ticket statistics, identify any chronic or major problems, discuss any future
additions, deletions, or modifications (new phones, new workstations, new sites, etc.),
and resolve any operational, financial, or contractual concerns held by the customer.
Dispatch Center
EMBARQ will use the ShawnTech Dispatch Center, which is available twenty-four hours a day,
seven days a week. Calls are received reporting troubles affecting the inmate telephone
system from designated Department of Corrections' facility personnel or EMBARQ's Dispatch
Group. Dispatch operators follow-up on ticket status daily.
Service Management Call Center System Application
ShawnTech takes a "One Call" approach to Field Service Management. Their live answer
center is staffed 24/7, and their Dispatch Center provides field service management from the
initial response to the trouble call to final closure. Trouble tickets are assigned a unique
number under which all repair information is logged. This detailed information is then broken
down by trouble codes for clear and concise accessibility of project information through
customized reports.
ShawnTech's "Te/eDocs" reports reflect project information in a multitude of formats. Reports
contain detailed repair narratives, trouble codes, or end result time reports, enabling the
customer to track work progress.
Daily electronic updates and weekly reports generated as part of regular process. Customers
have the ability to view their account tickets and customized reports 2417, in real time by
accessing the Te/eDocs Web Portal. The web application provides customers with:
•
Online ticket processing
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 110
. . . . EMBARQ-
•
•
•
•
•
•
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
The real time "Dispatch Board" status
Ticket information
Facility ticket history
RMA tracking
Parts usage
Customized reports
The Te/eDocs Portal offers two distinct advantages to our customers:
1. eService - customers can open tickets via the web site. A ticket number is
generated and the Dispatch Center is notified. The ticket is then processed and
dispatched.
2. eReports - offers the ShawnTech customer unlimited customized reports with
in-house ad-hoc capabilities. Some example common report types are:
-
System Preventative Maintenance
Inventory Usage
Closed Ticket Reports
Open Ticket Status Reports
Equipment Logs
Facility General Information
ShawnTech is dedicated to providing legendary service to the DOC project partners and
. customers by ensurihg quick repair responses and dedication to customer service. Examples
of some of the detailed coding and information sorting for field service tickets are on the
following pages. ShawnTech continually works to improve and customize processes to suit
the needs of our customers.
When a problem is reported to the Dispatch Center, Dispatch collects the facts
surrounding the report and then opens a trouble ticket.
•
Depending on the type of trouble, the Dispatcher will contact the Call Control Vendor
or the Technical Manager to determine if dispatch is needed.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 111
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
If dispatch is required, the Dispatcher will notify the appropriate field repair technician for an
ETA to the site. Ticket updates and information are logged daily throughout this process
recording all steps completed for trouble resolution. Customers are notified of progress as
information is received.
SHA~
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Trouble Codes
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Upon closing a ticket a
second code is added to
reflect the type of repair
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to meet customer specifications.
Resolution codes were created to correctly reflect the type of repair(s) that were completed to
correct or restore service to the facility inmate phone or call control system. The opening and
closing codes are used in creating reports that can analyze or evaluate project information.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 112
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
-"EMBARQ'
Resolution Codes & Closure Note Field
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Shawntech captures the trouble repair information in a Description narrative on each
trouble ticket. Additional closure comments are also entered in the Resolution narrative
window. This window also provides the ability to insert customer specific codes.
Time Stamps
,
Service Call 10:
Date and Time Opened:
User 10:
Received -Tech Called
Contact- Gate Pass:
On Site - Update:
Repair - Delay Time:
Final Closure:
Nevada DOC ITS
Sample Screen of Time
Log Window used by
Shawntech Dispatch.
Nine individual times
are captured for all
trouble/service tickets.
System Generated Ticket Number
Time Ticket is entered into the System
Dispatch code assigned internally
Actual Reported Time - Assignment to Technician
Facility Called- On Site Time Granted
Tech's arrival to site- Repair made facility functional
Used to identify problem situations; i.e. Tech
could not gain access; Parts shipment needed
Trouble repair is complete and closed
Response to RFP No. 1628
October 15. 2007
Page 113
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
~EMBARQ-
The nine time stamps above are captured for each trouble report. This breakdown gives a
clear view of the time required for each level of resolution surrounding a trouble report from the
initial call to the final resolution.
TeleDoCs eService
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In the TeleDoc's "Welcome Window" you will select TeleDoc's
eService which opens the authorization window.
In addition to the Dispatch Center 24/7 live response, the customer has the ability to generate
a ticket via the web. Once a customer has requested security clearance and is provided a
User ID and Password, customers can log into the TeleDocs web portal and generate their
own trouble ticket. This ticket will appear on the Dispatch Center Active Dispatch Board
alerting the dispatcher of a new trouble ticket.
The Dispatcher will then process the ticket and complete the dispatch. TeleDocs also offers
reports.
Preventive Maintenance Plan
An aggressive preventive maintenance plan will ensure the inmate telephone system and
supporting equipment are kept in good working condition. Our position is to minimize the
percent of downtime with proper preventive maintenance. At a minimum, a technician will visit
each site once a month.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 114
~EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
Dispatch Operations
1.
Receive calls from designated NDOC facility personnel or EMBARQ's Dispatch Group
reporting telephone or system trouble affecting the inmate call control system.
• Caller provides detailed information of the type of trouble and the general
location of the trouble.
.
Type of equipment problem or location of phone not working
Time frame in which the trouble occurred
Point of Contact for additional information and call back number
Availability of on-site access if necessary to complete reported repair
•
Caller will receive a trouble ticket number at the time of reporting.
Exceptions to this procedure will apply to troubles reported after 5:00 p.m. and
before 8:00 a.m. Monday through Friday (EST) or weekends and holidays.
Repairs will proceed as normal however trouble ticket numbers will be generated
on the following business day and provided to the caller.
2.
Trouble Ticket will be issued and the system will automatically date the trouble ticket.
The ticket will record the following information:
•
•
•
•
•
•
•
Facility name and phone number
Person reporting the trouble
POC call back number
Trouble information
Time of dispatch to Field Technician
Status updates daily and ETA until trouble is closed
Name of any technicians sent on site for physical repairs to the system or inmate
telephones
3.
Lead technician will evaluate ticket (nature of trouble, severity, and location). Lead
technician will either self-dispatch or call appropriate primary/backup NDOC
technician(s).
4.
Daily follow-up status will be entered on all calls that remain open into the next day or
over 24 hours. Updates will be recorded and forwarded to the Customer on a daily
basis via email.
5.
If the ticket is referred to the hardware vendor for repair, the contact name and ETA of
the technician will be recorded on the ticket.
6.
Daily ticket updates will be sent to the customer via email.
7.
Weekly and monthly reports will be provided to the customer on ticket closures and
pending issues. Ticket closure reports will be customized for the customer within the
systems parameters to provide the customer with effective and efficient information.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 115
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
~EMBARQ'
8.
When repairs are completed and reported to the SHAWNTECH Dispatch Center the
repair will be verified by the ShawnTech Dispatch Team with the ticket POC or
designated facility inspector before the ticket will be officially closed. Upon verification
from the facility that the trouble has been resolved, the ticket will be closed and the
customer notified of the resolution.
Dispatching Trouble Tickets
1.
The ShawnTech Dispatcher will contact Field Technician after receiving and recording
all necessary information from the reporting facility personnel regarding a trouble issue.
2.
Field Technician will respond to the POC for the facility within the time constraints of the
contract either remotely or on site.
3.
If a hardware repair is required, EMBARQ will indicate their course of action to resolve
the trouble issue involving their remote intervention to correct software issues, which
ShawnTech will record as a "Status" on the trouble ticket. If EMBARQ needs to
dispatches a technician to the facility for a physical repair to the recording equipment,
the name of the technician will be reported to ShawnTech and recorded at that time on
the open trouble ticket.
ShawnTech will check daily with the hardware vendor to facilitate speedy repairs to
open trouble tickets needing a software resolution. When the repair is made, the ticket
closure will be entered into the system. At that time the ShawnTech dispatcher will
contact the facility to verify that the trouble has been repaired and there are no
additional unresolved issues. Upon verification from the facility inspector or point of
contact that the repair was complete, ShawnTech will close the ticket and notify the
customer of the closure by email.
4.
Escalation Procedures
•
Appropriate escalation procedures will be developed for use in the event that trouble tickets
are not closed in the established time frame when issues have been referred to the call
control vendor or local LEC for repair.
•
Escalation list will include time parameters, contact person, phone number, alternate phone
number (cell phone or pager) and email address.
•
Escalation procedures for Field Technical Engineers (lead technicians) are as follows:
Lead Technician
NDOC Administrative Manager
Project Manager
General Manager
3.12.9
Either party shall report to the other party any misuse, destruction, damage,
vandalism, liability, etc. to the ITS.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 116
~EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
3.12.10 All issues surrounding the ITS service shall be reported by the vendor to the
State
EMBARQ Response: Read, agree and will comply.
3.13
TRANSITION PLAN
3.13.1
The vendor shall work with the State and the incumbent vendor to ensure an .
orderly transition of services and responsibilities under the Agreement and to
ensure the continuity of the services required by the State.
EMBARQ Response: Read, agree and will comply.
EMBARQ will work with NDOC and the incumbent vendor to ensure an orderly transition of
services and responsibilities, and continuity of services.
An EMBARQ Project Manager will be on site for each platform cutover to ensure an orderly
transition with a minimum of system downtime. They will be supported by an off site project
coordinator who will ensure cooperation and timely assistance from all vendors and
subcontractors. After cutover, the Project Manager will ensure the new system has been
verified as operating within specifications and to the satisfaction of the local NDOC
representative. Any outstanding issues involving the ITS platform, network services, or
maintenance and support will be escalated to the necessary level at EMBARQ to ensure
prompt resolution. Finally, ShawnTech personnel will be included in all implementation efforts
to ensure a seamless transition from installation to ongoing maintenance.
3.13.2
The vendor must propose a transition plan that minimizes lost revenue to the
State for a smooth "cutover" to the new system.
EMBARQ Response: Read, agree and will comply.
An ICSolutions ENFORCER® System will be installed in the telephone room at each State site
by ICSolutions personnel under the supervision of an EMBARQ representative.
1. Once the cutover date and time has been confirmed with the on site NDOC personnel,
EMBARQ will begin to cut the station lines from the old ITS and install them on the new.
2. EMBARQ will begin by disconnecting incoming station lines between the Main Distribution
Frame (MDF) and the existing platform 24 lines (one block) at a time.
3. After the first block has been cut each pair will then be punched down on the block
connecting the MDF to the new ITS.
4. If the cable between the MDF and the existing ITS is too short to be connected to the new
ITS, a new cable will be installed to connect the MDF to the new ITS platform.
5. This process will continue until all lines are transferred over to the new system.
6. The phones will only be interrupted 24 at a time and it should not take more than 15
minutes per block of 24 to transfer service.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 117
. . . . EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
7. EMBARQ personnel will work with the site to schedule the transfer of the phone lines
during a period that inmates do not have access or have limited access to the phones
(Example: lunch or dinner times, or after phone access has been halted for the day).
Once the new ITS has been cutover and thoroughly tested, the existing ITS will be removed
and located as directed by the owner of the existing ITS.
3.13.3
The vendor must state how the current system (s) database information
including inmate profiles and call records will be retained during
conversion to the new system.
EMBARQ Response: Read, agree and will comply.
Embarq and ICSolutions will work with the outgoing vendor to obtain system data files
including inmate id information, allowed numbers, blocked number tables, etc. As each site is
enabled, the data will be transferred to the new system to ensure complete functionality from
the moment the new system is activated.
It should- be noted that, once the Program Manager has ordered the equipment, one of his/her
primary functions will be to determine the source (location, hardware, and software) and format
of each of the following databases, and to identify the optimum time to make the transition:
PINs
PANs
Globally Allowed Numbers
Globally Denied Numbers
Local Calling Areas
System Prompts
System On/Off Times
Remote Alert Numbers
Trunking Selection and Priorities.
Validation Cache Time Frame
These transitions will be fully tested out before cutover of the new platform, ensuring minimum
downtime.
3.13.4
Within 15 days after contract approval by the Nevada Board of Examiners, the
successful vendor must provide a detailed Transition Plan with fixed deadlines
provided to DOC Administration in Carson City. The installation and transition
to the new system must be completed within 120 days.
EMBARQ Response: Read, agree and will comply.
1. EMBARQ will provide a detailed Transition Plan with fixed deadlines within 15 days
after contract approval by the Nevada Board of Examiners, and that the installation and
transition to the new system must be completed within 120 days. Per the enclosed
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 118
-"'EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
•
Gantt Chart Implementation Plan located under attachment STATE DOCUMENT NO.
10: GANTT CHART IMPLEMENTATION PLAN, based upon a contract award date of
2/11/08 (as stated in Amendment No. 01 to Request for Proposal No. 1628, dated
October 5th, 2007, Answer to Question # 76), the installation and cutover will be
completed on 6/5/08, 115 days after contract award.
3.13.5
Upon expiration, tennination, or cancellation of the Agreement, the vendor shall
cooperate in an orderly transfer of responsibility andlor the continuity of the
services required under the tenns of the Agreement to an organization
designated by the State. The vendor shall provide and/or perfonn any or all of
the responsibilities outlined in 3.13.6 through 3.13.13 below.
EMBARQ Response: Read, agree and will comply.
3.13.6
The vendor acknowledges that the call records, call recordings, documentation,
reports, data, etc., contained in the ITS are the property of the State.
EMBARQ Response: Read, agree and will comply.
3.13.7
All ITS inside wiring shall become the property of the State at the conclusion of
the contract.
EMBARQ Response: Read, agree and will comply.
3.13.8
The vendor agrees to remove its equipment at the conclusion of the contract in a
manner that will allow the reuse of that wire distribution.
EMBARQ Response: Read, agree and will comply.
3.13.9
The vendor agrees that the workstations shall become the property of the State
at the expiration, cancellation, or tennination of this contract so that the State
will have access to all the call records, documentation, reports, data, etc. that are
contained in the imnate telephone system.
EMBARQ Response: Read, agree and will comply.
3.13.10 All call detail records, call recordings, documentation, reports, data, etc. shall be
provided to the State by the vendor within 90 days of request or tennination of
the contract. The data will be in a workable, software-compatible fonnat at no
cost to the State.
EMBARQ Response: Read, agree and will comply.
3.13.11 The vendor shall discontinue providing service or accepting new assignments
under the tenns of the contract, on a date specified by the State. The vendor
agrees to continue providing all of the services in accordance with the tenns and
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 119
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
. . . . EMBARQ·
conditions, requirements and specifications of the contract for a period not to
exceed ninety (90) calendar days after the expiration, termination or
cancellation date.
EMBARQ Response: Read, agree and will comply.
3.13.12 Commissions will be due and payable by the vendor to the State at the
compensation rate provided in the contract until collect, debit and/or pre-paid
calls are no longer handled by the vendor. (Not to exceed ninety (90) days.)
EMBARQ Response: Read, agree and will comply.
3.13.13 As facilities complete the "system functionality testing", the vendor and State
shall mutually agree upon the billing start date. This start date may vary from
facility to facility depending on the completion of the "system functionality
testing".
EMBARQ Response: Read, agree and will comply.
Embarq and ICSolutions will work with the outgoing vendor to obtain system data files
including inmate id information, allowed numbers, blocked number tables, etc. As each site is
enabled, the data will be transferred to the new system to ensure complete functionality from
the moment the new system is activated.
3.14
BILLING
3.14.1 Please provide a description of vendor's billing and collection process based on
the following criteria:
EMBARQ Response: Read, agree and will comply.
•
How are calls billed and who is the billing company?
Those customers who are serviced by phone companies that will allow us to place collect call
charges on their bill will be billed through their phone service provider. Other customers will
need to setup prepaid accounts through our platform provider, ICSolutions.
•
Explain the billing process for collecting, rating, sorting, distributing and
billing of calls.
The calls are rated at the time they are made. Calls made to prepaid customers are
immediately attached to their account after call completion, and the customer account
balances are updated. For those customers who are LEC billed (billed through their phone
service provider), the pre-rated call detail records are sent to our billing agent who distributes
them to the various LECs for billing. As a part of standard operating procedure, we will confirm
that the number of outcleared records reconcile to the number of records stored in the
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 120
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
-",EMBARtr
•
ENFORCER® database. The billing agent will collect the payments from the LECs and forward
those funds to EMBARQ.
•
What types of payment options are available to the called party?
The called party may make payments over the telephone via credit card, debit card, or e-check
They may wire in payments via MoneyGram® or Western Union®. They may mail in
payments via credit card, debit card, money order or cashiers check. Lastly, they may make
payments via the Internet using a credit or debit card.
•
What threshold will be imposed upon the called party on a daily, weekly
and/or monthly basis?
For LEC billed customers, a $200.00 per month limit is imposed. Once that amount is
exceeded in any 30 day period, the line is blocked until we obtain verification of payment for all
billed and unbilled inmate calls from the customer's LEC. Upon verification, the line is cleared
within 24 hours or less. For prepaid accounts, the line is blocked if the account runs out of
money. It is cleared after the customer makes a payment to bring their balance above a
specified minimum starting balance. If the normal cost of a 15 minute inmate call is less than
$5.00, the minimum starting balance will be $25.00. If the cost of a 15 minute call is $5.00 or
more, the minimum starting balance will be $50.00.
•
Describe the process for customer servIce mqmres and hours of
availability.
The customer should call the ICS call center at 888-506-8407 which is open 24/7. If the caller
is LEC billed, the call will be transferred to EMBARQ's Inmate Call Center at 1-888-664-7839
which is open Monday through Friday, 7AM to 6PM Central time.
•
Describe the time when the billing for an inmate call begins (when the
inmate dials the telephone number, when the inmate telephone system
dials the desired number, when the called party answers, when the called
party accepts the call, etc).
Billing starts when the called party presses the keys required to accept the call.
•
What additional fees, if any, are charged on the end user's telephone bill
(ex: billing fee, etc.)?
Payments made on-line are processed at no charge. Payments made via telephone are made
free of charge if the payment is greater than fifty dollars. Payments made on the phone for
less than fifty dollars will be charged a reasonable processing fee.
3.14.2 Please specify vendor's process for unblocking a phone number which was
originally restricted for non-payment, to include the timeframe for removing the
restriction once the payment posts.
Nevada DOC ITS·
Response to RFP No. 1628
October 15, 2007
Page 121
-"EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
3. SCOPE OF WORK
EMBARQ Response: Read, agree and will comply.
We offer a real-time payment alternative for called parties that would ordinarily be blocked as a
result of credit issues or lack of billing arrangements with the called party's local phone
provider. The called party is instantly connected with a knowledgeable billing representative
who will explain the Point of Sale Prepaid Collect (PSPCTM) solution, establish a prepaid
.account and offer a variety of payment options, including credit card, e-Check, Western
Union® or money order. Credit Card and e-Check payments can be processed and inmate
calling to that number restored in as little as 15 minutes.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 122
-""EMBARQ-
4.
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
COMPANY BACKGROUND AND REFERENCES
4.1
PRIMARY VENDOR INFORMATION
Vendors must provide a company profile. Information provided shall include:
EMBARQ Response: Read, agree and will comply.
Embarq Corp. is a holding company with its business operations principally conducted through
its subsidiaries. We provide, both directly and through wholesale and sales agency
relationships, a suite of communications services, consisting of local and long distance voice
and data services, high-speed Internet access, wireless and satellite video services to
consumer and business customers in our local service territories in 18 states. Through our
Telecommunications segment, we offer regulated local communications services as an
incumbent local exchange carrier, or ILEC, to roughly 5% of U.S. households, with
approximately 6.9 million access lines as of December 31, 2006. We also provide access to
our local network and other wholesale communications services for other carriers,
communications equipment for business markets and other communications-related services.
Through our Logistics segment, we provide wholesale product distribution, logistics and
configuration services.
We have a significant presence in Florida, North Carolina, Nevada and Ohio (these four states
represent nearly two-thirds of all of our access lines). The remaining states (in order of number
of access lines) are Virginia, Pennsylvania, Texas, Indiana, Missouri, Tennessee, New Jersey,
Minnesota, Kansas, South Carolina, Washington, Oregon, Nebraska and Wyoming. We are
the "carrier of last resort" and receive funding under universal service programs in certain of
our local service territories.
The following map shows the location of our local exchange service territories:
Although Embarq Corp. is a new corporate entity, the company began in 1899 as the Brown
Telephone Company in Abilene, Kansas. Now headquartered in Overland Park, Kansas,
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 123
-"EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Embarq Corp. is a $6.5 billion company with over 19,000 employees nationwide. In the State of
Nevada, Embarq Corp. has approximately 1,195 employees, over 400,000 business and
residential account relationships and close to 700,000 access lines. These close ties to Nevada
provide two very important benefits to NDOC.
First, it provides NDOC with unmatched in-state financial and personnel resources. Embarq
Corp. provides Nevada-based leadership, dedicated Nevada legal and regulatory staff, and
over 500 business and residential technicians to serve NDOC's needs. Second and more
important, it provides NDOC with accountability that extends far beyond the inmate telephone
system. As a publicly-traded corporation with approximately 53,000 account relationships within
the State, we recognize and accept the substantially greater level of public scrutiny under which
we operate. Simply put, our interests are closely aligned with NDOC's
4.1.1
Company ownership (sole proprietor, partnership, etc).
4.1.1.1 Incorporated companies must identitY the state in which the company is
incorporated and the date of incorporation. Please be advised, pursuant to
NRS §80.01O, incorporated companies must register with the State of
Nevada, Secretary of State's Office as a foreign corporation before a contract
can be executed between the State of Nevada and the awarded vendor, unless
specifically exempted by NRS §80.015.
EMBARQ Response: Read, agree and will comply.
EMBARQ Payphone Services, Inc. (EPSI) d/b/a "EMBARQ" is a wholly owned subsidiary of
Embarq Corp. EPSI is a corporation organized under the laws of the State of Florida, filed on
March 21, 1994. The corporation document number is P94000021661. EPSI has been
registered with the State of Nevada, Secretary of State's Office as a foreign corporation since
October 3, 1997 and is in good standing. A copy of EPSl's State of Nevada Certificate of
Existence with Status in Good Standing (Certificate Number: C20070919-0193) is enclosed
under attachment STATE DOCUMENT NO.6: STATE CERTIFICATION DOCUMENTS.
Embarq Corp. is a holding company with its business operations principally conducted through
its subsidiaries. Embarq Corp. was incorporated in 2005 under the laws of Delaware. In
December 2004, Sprint Nextel announced its intention to spin-off its local communications
business and product distribution operations from its other businesses in a tax-free transaction.
The spin-off was completed through a pro rata distribution to Sprint Nextel shareholders
consisting of one share of our common stock for every 20 shares of Sprint Nextel voting and
non-voting shares owned by Sprint Nextel's shareholders as of the close of business on
May 8, 2006, the record date for the distribution.
4.1.1.2 The selected vendor, prior to doing business in the State of Nevada, must
be appropriately licensed by the Department of Taxation, in accordance with
NRS §360.780.
EMBARQ Response: Read, agree and will comply. EMBARQ is currently licensed by the
Department of Taxation, in accordance with NRS §360.780.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 124
. . . . EMBARQ-
4.1.2
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Disclosure of any alleged significant prior or ongoing contract failures, contract
breaches, any civil or criminal litigation or investigation pending which involves
the vendor or in which the vendor has been judged guilty or liable with the State
of Nevada.
EMBARQ Response: Read, agree and will comply. EMBARQ does not have any prior or
ongoing contract failures or contract breaches. EMBARQ has not been judged guilty or liable
with the State of Nevada for any civil or criminal litigation. Our current pending litigation is as
follows:
1. Michael Ray v. Evercom and Sprint Payphone Services, Inc., et al. (US Dist. Ct. SC Case
No. 4:05-2904-RBH-TER). Plaintiff alleges that a prison payphone system mandates collect
calls from inmates at excessive rates, and supports a "kickback" scheme from the
defendants to the state. Plaintiff alleges state and federal antitrust violations, unfair and
unconscionable trade practices and various other state law causes of action. EMBARQ
believes the claims are spurious, and a defense motion to dismiss is pending. The trial
court has already denied plaintiff's request to represent a class of "similarly situated"
inmates, which ruling the plaintiff has appealed to the Fourth Circuit.
2. Raymond Walen v. Sprint, et al. (US Dist. Ct. E.D. MI Case No. 5:06-cv-14201). Plaintiff
alleges that the prison payphone system was improperly used to record calls between
plaintiff and his legal counsel when those calls should have been private. Plaintiff alleges
that this constituted a civil rights violation under section 1983. Plaintiff has not named a
proper defendant and has not perfected service. A motion to dismiss is pending.
4.1.3
Vendor shall disclose a list of all agreements lost, not renewed or prematurely
cancelled in the last four years. Vendor shall include the reason for the nonrenewal or cancellation.
EMBARQ Response: Read, agreed and will comply. EMBARQ has not had any agreements
prematurely lost or cancelled in the last four years. A list of agreements that were not renewed
and the reasons are listed below:
1. Jefferson County, FL (2003): EMBARQ chose not to renew the contract due to customer
requirements that made the account economically unattractive. The account was taken
over by another provider at that time.
2. Bradford County, FL (2003): EMBARQ chose not to renew the contract due to customer
requirements that made the account economically unattractive. The account was taken
over by another provider at that time.
3. Collier County, FL (2004): In a competitive bid at the conclusion of our contract term, the
County chose another provider who proposed voice recognition technology (which was not
available on EMBARQ's platform at that time) and a more attractive financial offer
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 125
-"EMBARtr
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
•
4. Lake County, FL (2006): In a competitive bid at the conclusion of our contract term, the
County chose another provider with a more attractive financial offer.
5. Brevard County, FL (2006): a competitive bid at the conclusion of our contract term, the
County chose another provider with a more attractive financial offer.
6. Hardee County, FL (2005): EMBARQ chose not to renew the contract due to customer
requirements that made the account economically unattractive. The account was taken
over by another provider at that time.
7. Jackson County, MO (2006): EMBARQ chose not to rebid the account at the end of the
contract term due to customer requirements that made the account economically
unattractive.
8. Integrity (Private) (2005): EMBARQ chose not to rebid the account at the end of the
contract term due to customer requirements that made the account economically
unattractive.
4.1.4
Vendor shall provide a list of every entity in the last 3 years that has notified the
vendor in writing that there were additional commissions owed for any reason.
Please provide names and addresses of the entities and the dates their issues were
resolved.
EMBARQ Response: Read, agree and will comply.
EMBARQ has reviewed our records and determined that we have not been notified of any
additional commissions owed in the last three years.
4.1.5
Location(s) of the company offices and location of the office that will provide the
services described in this RFP.
EMBARQ Response: Read, agree and will comply.
EMBARQ and Embarq Corp. have multiple company offices throughout its 18 state local
exchange company operating territory. EMBARQ's headquarters are located in Overland Park,
Kansas. Bill Cheek, President of EMBARQ Payphone Services, Inc. and EMBARQ Wholesale
Markets, and most of his corporate staff are located at 9300 Metcalf Ave, Overland Park, KS
66212. Embarq Corp.'s headquarters are located at 5454 W 110th St, Overland Park, KS
66211.
EMBARQ's local company office that will provide services described in the RFP is located at
330 S Valley View Blvd, Las Vegas, NV 89107. In addition to our local Las Vegas
management and technical support staff, we plan to provide a dedicated, factory-trained and
certified technician in Carson City to provide onsite maintenance and repair services for the
ITS equipment (work stations, telephones, cabling, etc.) for NDOC Facilities in northern
Nevada. The Carson City technician will be provided through our subcontractor relationship
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 126
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
with ShawnTech Communications. The exact address for the Carson City technician is yet to
be determined. Onsite maintenance and repair services for the ITS equipment located at
NDOC Facilities in southern Nevada will be provided by EMBARQ employed technicians
(which will also be factory trained and certified) from our Las Vegas office.
4.1.6
Is your firm a resident of Nevada or a resident of another state? If so, please list
the state of residence. Does your resident state apply a preference, which is not
afforded to bidders or vendors who are residents in the state of Nevada? This
information may be utilized in determining whether an inverse preference applies
pursuant to NRS §333.336.
EMBARQ Response: Read, agree and will comply.
EMBARQ Payphone Services, Inc. (EPSI) d/b/a "EMBARQ" is incorporated in Florida, which
does not provide a preference in favor of resident bidders unless the lowest bidder is the
resident of a different state that provides its residents with a bidding preference. In such
cases, Florida may provide a preference to resident bidders which is equal to the preference
provided by the state where the lowest bidder is a resident. The applicable statute in Florida is
287.084(1). Embarq Corp. was incorporated in 2005 under the laws of Delaware.
4.1.7
Number of employees both locally and nationally.
EMBARQ Response: Read, agree and will comply.
EMBARQ Payphone Services, Inc. (EPSI) has 135 employees solely responsible for sales,
service, and systems support for our inmate and public payphone accounts. Six of these 135
are in the Las Vegas area.
Our parent company, Embarq Corp., provides all remaining corporate support functions to
EPSI including legal and regulatory, human resources, finance, etc., in addition to backup
technician support in Southern Nevada. Embarq Corp. has over 19,000 employees nationally
and 1,195 employees in Southern Nevada.
4.1.8
Location(s) from which employees will be assigned.
EMBARQ Response: Read, agree and will comply.
Employees will be assigned from a handful of locations throughout the country.
Vicki Johnson, Sr. Account Executive and NDOC's primary point of contact, is located in
Tallahassee, FL.
Kristin McMillan, VP & General Manager EMBARQ Nevada, Will. be NDOC's local point of
contact. Kristin is located in Las Vegas along with Tammie Saucedo, our revenue accounting
and audit expert and three dedicated payphone technicians. Further, we have access to over
500 technicians from Embarq Corp.'s traditional business/residential telecom business in
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 127
~EMBARQ.
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Southern Nevada on a backup basis. Our main Las Vegas office is located at 330 S Valley
View Blvd, Las Vegas, NV 89107.
Two additional NDOC-dedicated technicians to provide onsite maintenance and repair services
for the ITS equipment (work stations, telephones, cabling, etc.) will be provided through our
subcontractor, ShawnTech Communications, and will be located in Carson City and Ely. The
exact addresses of these technicians are yet to be determined.
Most of the remaining EMBARQ key personnel, including senior executive leadership, will be
located in our Kansas City-area office at 9300 Metcalf Ave, Overland Park, KS 66212.
ICSolutions' technical staff is located in San Jose, CA. Please see our response to 4.1.14
below for additional details.
4.1.9
Name, address, email address, fax number and toll free telephone number of the
vendor's single point of contact for a contract resulting from this RFP.
EMBARQ Response: Read, agree and will comply.
Victoria L Johnson, Senior Account Executive
1871 Newman Lane
Tallahassee, FL 32312
Victoria.L.Johnson@Embarq.com
Office Number: (850) 893-1821
Toll Free Number: 888-375-7318
Wireless Number: 850-893-1821
Fax Number: 850-893-2531
4.1.10 Company backgroundlhistory and why vendor is qualified to provide the services
described in this RFP.
EMBARQ Response: Read, agree and will comply.
HISTORY OF INNOVATION
EMBARQ has a rich history of providing inmate telephone communications to federal, state
and local governments. As a primary contractor since our entry into the inmate
communications market in 1991, EMBARQ has demonstrated its innovative, customercentric approach to a number of major DOCs.
EMBARQ (then Sprint's Government Systems Division (GSD)) introduced their PrisonFON
product in 1991 to offer collect calling for Federal inmates. This product was custom designed
in response to requests from the Federal Bureau of Prisons (FBOP). PrisonFON was a
forerunner of the modern ITS systems and helped lay the groundwork for the feature rich,
highly secure systems we have today.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 128
-"EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
PrisonFON was based on a secure automated operator system (AOS) that was developed and
managed by EMBARQ and provided Federal inmates collect-only calls to the North American
.dialing area and Mexico. It was also the industry's first effort to prevent interaction with a live
operator when an inmate is dialing a number. This system also addressed the continuing fraud
problem inherent in the traditional public payphone-based solution in use at the time. The use
of PrisonFON freed administrators and security personnel from being required to place calls for
inmates or allow them to use administrative lines for calls.
This history of innovation continued throughout the 1990s. As an example, in 1994 the Sprint
GSD group implemented its first centralized inmate calling solution using Sprint points of
presence in the facilities' operating areas. The solution was built upon on the basic PrisonFON
systems.developed for the FBOP. An even more robust distributed solution was developed
and installed in 1997.
Even more important than technological firsts, our top priority is to work with
customers to achieve their business goals with minimal operational disruption. The
case studies below illustrate this commitment.
South Carolina DOC
Installed in 1999, the South Carolina system has 34 locations and 1,446 phones serving
approximately 25,000 inmates. The system was implemented in 80 days and 2 weeks ahead
of schedule. Timely implementation was critical for South Carolina given the then-impending
Y2K conversion.
The system was the first to utilize a full frame relay WAN connecting all 24 major sites and the
SCDOC Headquarters in Columbia with our off-site technical support center.
This
configuration allowed inmates to move to another facility without being re-entered and call
data/recordings could be accessed from any facility within the system. It also provided the
State with near real-time remote monitoring and recording for the first time.
Michigan DOC
With 55 facilities, 2,345 phones, and over 50,000 inmates, the Michigan system features a
WAN similar to the one installed in South Carolina. The system was the State's first total
turnkey solution for inmate telephone services with the EMBARQ team implementing the
solution (previously serviced by four different providers) within 65 days and well ahead of
schedule.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 129
-"EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Further, EMBARQ recently implemented a state-wide debit calling program that allows inmates
to pay for their own calls. The program has increased total calling volume by 24% and was
achieved without the need for the State to upgrade systems or augment staff.
Wisconsin DOC
With 31 facilities, 850 phones, and approximately 15,000 inmates, the Wisconsin system was
implemented in 114 days. The conversion also included the transfer of designated "attorney
only" to "all call" telephones. The previous provider had mistakenly recorded attorney calls
resulting in an adverse court proceeding; "attorney only" phones were their only viable solution.
The EMBARQ account team led a cooperative effort to convert these units to "all call" phones,
greatly improving operational flexibility for DOC staff.
Further, EMBARQ reduced call rates by 40% at the time of transition. But through aggressive
implementation of a collect-to-prepaid conversion program, usage increased such that the
DOC's commissions were reduced by only 18%.
IMPLEMENTATION EXCELLENCE
These implementations demonstrate EMBARQ's capabilities to manage the transition of
complex inmate systems. In each case, we worked closely with our customers to install new
call processing equipment, train DOC personnel, and transition friends and family accounts in
a way most transparent to the end-user.
A large part of our success was due to our extensive pre-bid site surveys designed to
understand current configurations, usage, and the condition of existing wiring and equipment.
We feel strongly that this type of evaluation strengthens our ability to deliver the quality, trouble
free service we have delivered to numerous facilities across the country. EMBARQ has
completed site visits on all facilities within the NDOC system and we are confident our
proposal meets the technical specifications specified in this RFP.
Further, dedicated and experienced resources will professionally manage system cutover. We
will work closely with NDOC ensure that all deadlines are properly understood and met.
PROJECT AND PROGRAM MANAGEMENT TEAM ORGANIZATION CHART
We have assembled an outstanding Project and Program Management Team for the
implementation and management of the NDOC ITS. A high-level organization chart is provided
on the next page. A summary chart of key staff and resumes are provided as requested under
Section 4.1.12.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 130
I
I
I
I
8illChOO<.
President Who lesale Markets & A.tlic kce>s
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Paul Cooper
Direclor&Gelleral ManagerEPSI
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Man ager Sales & Service
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PART I: TECHNi
,L PROPOSAL RESPONSE
4. COMPANY BAl::1<GROUND & REFERENCES
···-~EMBARQ-
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Training Coordinabr
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 131
-"EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
•
4.1.11 Length of time vendor has been providing services described in this RFP to the
public and/or private sector. Please provide a brief description.
EMBARQ Response: Read, agree and will comply.
EMBARQ has been providing the services described in the RFP for 16 years. EMBARQ (then
Sprint) introduced their PrisonFON product in 1991 to offer collect calling for Federal inmates.
This product was custom designed in response to requests from the Federal Bureau of Prisons
(FBOP). PrisonFON was a forerunner of the modern ITS systems and helped lay the
groundwork for the feature rich, .highly secure systems we have today.
4.1.12 Has the vendor ever been engaged under contract by any State of Nevada agency?
[ ] Yes [X] No If "Yes," specify when, for what duties, and for which agency.
EMBARQ Response: Read, agree and will comply.
EPSI has never been engaged under contract by any State of Nevada agency. Another
subsidiary of Embarq Corp., Central Telephone Company - Nevada Division d/b/a Embarq
Communications, Inc., has an active contract (contract # 01-04) with the State of Nevada for its
local services in Las Vegas. This service includes: centrex and other voice services (voice
mail, b1s, etc.), IP, Ethernet, Frame Relay, PRI and BRI, Point to Point T1s and dark fiber.
These services are provided for DolT and most other Nevada state agencies with operations in
Las Vegas.
4.1.13 Is the vendor or any of the vendor's employees employed by the State of Nevada,
any of its political subdivisions or by any other government?
[ ] Yes [X] No If "Yes," is that employee planning to render services while on
annual leave, compensatory time,sick leave, or on his own time?
EMBARQ Response: Read, agree and will comply.
The answer is no. EMBARQ does not have any employees that are employed by the state of
Nevada, any of its political subdivisions or by any other government entity.
4.1.14 Resumes for key staff to be responsible for performance of any contract resulting
from this RFP.
EMBARQ Response: Read, agree and will comply.
KEY STAFF RESPONSIBLE FOR CONTRACT PERFORMANCE
We have assembled an outstanding project and program management team for the
implementation and management of the NDOC ITS. A summary table with contact information
is provided below and individual resumes for key project personnel responsible for contract
performance follows.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 132
-,EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Primary DOC
Contact.
Provides overall
account '
management,
ensuring
understanding
and
accommodation
of Department's
needs.
Kristin
McMillan
State
Executive,
Nevada
Las Vegas, NV
Office:
(702) 244-7300
Wireless:
(702) 406-2470
Bill Cheek
Paul Cooper
Nevada DOC ITS
President,
EMBARQ
Payphone
Services and
Wholesale
Markets
Director &
General
Manager,
EMBARQ
Payphone
Services
Overland Park, KS
Office:
(913) 534-5699
Local NDOC
Point of
Contact. Leads
public and
external affairs
organization for
Nevada
operations.
Ensure proper
visibility and
company-level
support for
NDOe contract.
Wireless:
(913) 269-6721
Overland Park, KS
Office:
(913) 534-5351
Wireless:
(816) 914-5034
Lead for day to
day EPSI
operations;
ensuring proper
resource
allocation and
contract
performance.
Primary .
escalation point
for all
contractual and
service issues
Response to RFP No. 1628
October 15, 2007
20+ years
experience in
regulatory and legal
matters
30+ years in
telecommunications
and recognized
industry expert in
regUlatory and intercarrier matters; 11
years heading
EMBARQ's inmate
business
8 years in
telecommunications;
5 years in network
sales and technical
support
Page 133
. . . . EMBARlr
Keith Shiflett
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Manager,
Sales and
Service
Altamonte
Springs, FL
Office:
(407) 830-3740
Wireless:
(407) 221-7455
Tammie
Saucedo
Program
Manager
Las Vegas, NV
Office:
(702) 244-8384
Larry
Haataja
Wireless:
(702) 203-5802
Overland Park, KS
Manager,
Product
Development Office:
(913) 534-7130
Wireless:
(816) 309-6170
Mike Haynes
Manager,
Sales
Technology
Overland Park, KS
Office:
(913) 534-2540
Wireless:
(913) 534-2540
Shelia
Rafferty
Program
Manager
Overland Park, KS
Office:
(913) 534-7346
Wireless:
(913) 221-6278
Nevada DOC ITS
Ensure
compliance with
all contractual
requirements;
establish and
monitor service
levels with field
and technical
support
personnel
Ensure accurate
usage, revenue,
and commission
reporting,
perform audits
Responsible for
product
development,
network and
system design,
technical
analysis, and
engineering
support
Responsible for
overseeing a
team for
reporting and
commissions
systems,
reporting, and
tracking.
Establish and
manage
implementation
plan. Ongoing
responsibility to
ensure technical
performance
meets
established
criteria.
Response to RFP No. 1628
October 15, 2007
24 years in
telecommunications;
7 years in inmate
sales and service
27 years in
telecommunications;
11 years in
payphone and
inmate reporting,
billing and collections
25 years of
diversified
experience in
telecommunications
commercial and
government
accounts, 10 years in
ITS network and
system design.
23 years in various
information systems
and technology roles,
experienced with
leading teams to
implement complex
database systems.
32 years in
telecommunications;
21 years in
payphone and
corrections.
Personally managed
installations at 60
major correctional
facilities.
Page 134
. . . . EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Marshall
Installation
Holober
manager
(ICSolutions)
Mike
Operations
Kennedy
and
(ICSolutions) Technical
Support
Manager
Tom Hearn
Training
(ICSolutions) Coordinator
San Jose, CA
Office:
(800) 661-3845
Pearl, MS
Office:
(866) 228-4031
San Jose, CA
Office:
(800) 661-3845
Tillman
Helpdesk
Mosley
Program
(ShawnTech) Manager
Vandalia, OH
Office:
(937) 898-4900
ext. 113
Oversee
production and
installation of all
equipment at
Department
facilities
Oversees calling
platform
technical
support team
Coordinates and
executes on-site
training for
Department
personnel
Oversees
helpdesk and
ongoing on-site
maintenance by
field technicians
•
30 years experience
in computer
operations, voice and
data networking, and
project management
19 years experience
in voice and data
networking and
public
communications,
including customer
support, project
management
20 years in public
communications,
including engineering
and product
management
20+ years in project
management; 9
years supporting
ShawnTech's inmate
telephone contracts
Wireless:
937-307-4971
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 135
~EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Victoria L. Johnson, Senior Account Executive, EMBARQ Payphone Services
Summary of
Qualifications
A well-organized, technically astute leader with a documented record of outstanding customer
account management, sale and. marketing achievements. Strong team leader with exceptional
organizational skills. Thirty years of experience in the telecommunications industry with
excellent oral and written communication skills.
Account
Responsibilities
As Senior Account Executive, Victoria Johnson is responsible for managing the entire account.
She will be the direct point of contact for all aspects of the contract for NDOC, including but not
limited to: account management, contract negotiation, installation and implementation, ongoing
service, commissions and reporting, as well as quarterly customer meetings.
Work Experience (1979· Present)
EMBARQ CORP. I SPRINT CORP. I UNITED TELECOMMUNICATIONS, INC.
Senior Account Executive
(2006 - Present)
A corrections industry specialist responsible for prospecting and establishing business
partnerships in order to integrated inmate telephone service for state, county and private
corporation accounts. Consulted with communication, security and administration staff to
identify communications specifications and conferred with EMBARQ's networking and vendor
design engineers to develop secure call control solutions.
(1992·2006) SPRINT CORPORATION
Senior Account Executive
(1992 - 2006)
ponsible for a newly created vertical market position selling inmate telephone services to state
and county prison and detention systems. Solely responsible for program managing
EMBARQ's largest revenue inmate telephone service accounts to ensure profitability through
cost reductions and revenue enhancements.
(1977 -1992) United Telecommunications, Inc.
Senior Account Manager
(1992 -1992)
Developed and implemented strategic marketing plans targeting reselling long distance service
to tndependent PayPhone Management Company's. Provided coordination and leadership for
the account team in regard to the implementation and maintenance of contract awards to
improve efficiency, effectiveness and profitability.
Public Telephone Consultant
(1986 -1992)
Responsible for securing existing and new customer accounts by obtaining commissioned
contracts. Successfui through research of market trends, products and services as well as the
implementation of new revenue-producing opportunities within the context of assuring the
attainment of company financial and sales objectives relating to public coin and inmate
telephone service. Created new and updated existing products, practices and procedures
related to operator billing services.
(1 984 - 1986)
Marketing Coordinator
Provided in-depth analysis and evaluation of large PBX and Key System customer's needs in
all aspects of voice, data and equipment communications requirements. Coordinated, issued
and tracked order actiVity relative to customer specifications. Developed and maintained high
level of customer satisfaction through responsive and quality performance for all service units
by closely coordinating activities to meet customer's service needs.
Customer Account Representative
(1977 -1984)
Executed customer service requests for residential and business customers requiring new or
changes in existing service as well as answering billing inquiries.
Education
Tallahassee Community College, Associate of Arts Degree with Honors
Edison Community College, Associate in Science Degree, Business Administration & Mgmt
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 136
-,EMBARG"
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
•
Kristin McMillan - Sate Executive, EMBARQ - Nevada
Summary of
Qualifications
External affairs executive with in-depth experience in regulatory, legal and
governmental matters,
Work
Experience
(March 2006 - Present)
EMBARQ (PRIOR TO MAY 2006, SPRINT CORP.)
State Executive, Nevada Operations
Directs the efforts of governmental, legislative and external relations, public
affairs and community involvement for Nevada operations.
(June 2005 - March 2006)
GREENBERG TRAURIG, LlP
Co-Managing Shareholder
Co-Managing Shareholder of Las Vegas office of major law firm with multiple
offices nationally and abroad, Law practice focused on the representation of a
wide range of clients in regulated industries, including telecommunications
companies, energy companies, water utilities, transportation providers,
railroads, developers and iocal government franchisees,
(June 1995 - June 2005)
HALE LANE LAW FIRM
President and Managing Shareholder
President and Managing Shareholder of statewide Nevada law firm consistin'g
of nearly 50 attorneys, Law practice focused on the representation of a wide
range of clients in regulated industries, including telecommunications
companies, energy companies, water utilities, transportation providers,
railroads, developers and local government franchisees,
(August 1986 - June 1995)
LIONEL SAWYER & COLLINS
Shareholder
Law practice focused on the representation of a wide range of clients In
regulated industries, including telecommunications companies, energy
companies, water utilities, transportation providers, deveiopers and local
government franchisees.
Community
Involvement
and Business
Recognitions
United Way of Southern Nevada, Board Member and Campaign Cabinet
Las Vegas Chamber of Commerce, Member of the Board of Trustees and
Executive Committee, Past Chair Leadership Las Vegas, Prospectors Council
Foundation for Independent Tomorrow, Board Member
Desert Research Institute, Board Member
Nevada Development Authority, Board Member
Education
University of Santa Clara, M,BA and J,D,
University of Minnesota, B,S. with Distinction
Nevada DOC ITS
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October 15, 2007
Page 137
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PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
•
WILLIAM E. CHEEK - PRESIDENT, EMBARQ WHOLESALE MARKETS
Summary of
Qualifications
Seasoned Corporate Executive with depth of experience in sales and service,
network, regulatory, personnel management, and industry relations.
Work
Experience
(April 05- Present)
EMBARQ Corporation
President Wholesale Markets
(2005)
Responsible for product, marketing, sales, service and operations for the
portfolio of wholesale products offered to inter-exchange carriers,
competitive local exchange carriers, wireless proyiders, pay telephone
providers and local exchange carriers. Responsible for the sales,
service and operations of the EMBARQ pay telephone division.
Total of direct and indirect reports: 525
(1996-2005)
Sprint United Management Company
AVP Strategic Sales and Account Management
(2004)
Responsible for $1.8B Wholesale Sales & Account Management for SBS
Wholesale Accounts residing primarily in LTD territories. In addition,
responsible for delivering favorable dispute resolution efforts with
connecting companies associated with PIU, reciprocal compensation,
CNAM and B&C contracts.
Total of direct and indirect reports: 300
President Wholesale Markets
(2002)
Total responsibility for P&L for LTD Wholesale Markets approximately
$1.7B. Directs the Sales, Marketing, Product Development and Account
Management activities related to CLECs, Wireless, IXCs, ILECs, and
Pay Telephone accounts. Responsible for leading revenue assurance
activities associated with PIU, reciprocal compensation, "One Sprint"
customer settlements and miscellaneous billing factors.
Total of direct and indirect reports: 320
(1998)
VP Sales & Account Management
Responsible for sales and account management of wholesale products
,md services to IXCs, CLECs, ISPs, and Wireless customers. Directs
negotiation of approximately 700 various interconnection and resale
agreements consistent with implementation of Telecom Act.
Total of direct and indirect reports: 255
AVP Market Management - LTD
(1996)
Responsible for design and implementation of wholesale products and
services for the CLEC and Wireless markets consistent with the Telecom
Act of 1996. This included development of costing necessary to develop
resale discounts and unbundled element tariffs.
Total of direct and indirect reports: 16
Education
Nevada DOC ITS
Hendrix College 1977, BA in Economics
Response to RFP No. 1628
October 15, 2007
Page 138
•
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Paul Cooper - Director and General Manager, EMBARQ Payphone Services
Summary of
Qualifications
Seasoned general manager with depth of experience in sates and service, network
design, and program management. Personally led dozens of large-scale customer
network installations. Veteran of EMBARQ/Sprint able to marshal company resources as
a strong customer advocate.
Work Experience
(May 2006 - Present)
EMBARQ CORP.
Director & General Manager, EMBARQ Public Access
(2006-07)
Leading 140-member team responsible for product, marketing, sales, service and
operations ·for the portfolio of public access telecommunications products offered to
inmate and public payphone facilities.
Sr. Director, Launch Management Office
(2006)
Headed 1aD-member project team responsible for Embarq's operational separation
from Sprint Nextel and subsequent market iaunch. Chief advisor to CEO and COO
on planning gaps and project status.
(1999-2006)
SPRINT CORP.
Sr. Director, Consumer Product Management
(2005)
Led 3D-member team with gross margin and product lifecycle accountability for core
voice portfolio. Responsible for operational-izing redesign of Sprint local residential
bundle offering including back office systems development and call center training.
Executive Assistant to the President and COO - Local Division
(2004-05)
Ensured coordination of business unit initiatives and advised/briefed President on
major projects. Maintained primary responsibility for financial and strategic
communications to board of directors and investors.
Sr. Manager, Business Sales
}
(2002-04)
Pre-sales technical and pricing lead for major Midwest region accounts. Also
responsible for managing transfer of long distance sales responsibility from the Long
Distance to the Local Division within its franchise territory.
Group Manager, Transport Network Design
(2001-02)
Led 1D-member team responsible for core domestic and international network
architecture. Designed and oversaw installation of 20+ special-case customer
arrangements, including 1DO-site optical network installation at major U.S. bank.
Portfolio Manager, Web Hosling
(2000-01)
Built finance team responsible for Sprint's entry into the web hosting business.
Responsibilities included special customer pricing, fiscal control processes for data
center build oul and application product line development, and M&A valualion and
due diligence.
Team Lead, Affiliate Sales
(1999)
Program managed 10-site oplical network installation al sprinlspectrum. Single
. point of contact for installation and service issues.
(1995 - 1998)
FEDERAL RESERVE BANK OF KANSAS CITY
Associate Economist, Macroeconomic and Monetary Policy.
Analyzed U.S. and international monetary conditions and presented
recommendations to System officials. Conducted special topic research published
in the Bank's Review and professional journals.
Education
University of Chicago, M.B.A. in Marketing and Finance
University of Rochester, MA.lA.B.D. in Economics
Bates College, B.A. in Political Science and Economics
Nevada DOC ITS
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October 15, 2007
Page 139
--'EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Keith Shiflett - Manager, Inmate Operations and Sales, EMBARQ Payphone Services
Summary of
Qualifications
Work
Experience
Strong technical and managerial skills developed through various positions in the
telecommunications industry.
Years of experience in engineering, network
planning, business planning, operations, and sales management. Responsible for
management of the entire account life cycle (marketing and sales, proposal
development, implementation, and ongoing operations).
Certified Project
Management Professional (PMP) by Project Management Institute.
(February 2000 - Present)
EMBARQ CORP.
Manager of Inmate Operations and Sales, EMBARQ Public Access
Supervised employees and contractors providing customer support for inmate
telephone services to various state and county correction/detention facilities.
Managed the implementation project of providing inmate telephone service to the
Wisconsin Department of Corrections (31 sites in 114 days) on schedule and on
budget. Managed the implementation project of providing inmate telephone service
to the Michigan Department of Corrections (55 sites and 2,306 phones in 129 days)
on schedule and on budget. Performed regulatory/contractual analysis of called
party rates for 12 county jails throughout Florida. Developed and implemented
standardized inmate rates in Florida. Responsible for monthly review of financial
performance of all EMBARQ inmate accounts.
(1983 - 2000)
Sprint Corp.
Senior Architectural Planner, Network Planning
(1997 - 2000)
Managed the development of a new process for the budgeting, forecasting,
studying, and reservation of floor space in central offices to optimize space
utilization and achieve compliance with recent FCC regulations. Performed cash
flow analysis of projected Asynchronous Transfer Mode (ATM) Switch deployments
based upon revenue and expense forecasts from Marketing Department and capital
requirements from Engineering Department. Determined budget, floor space, and
headcount requirements and developed transmission faCility diagrams for projected
offering of Asymmetrical Digital Subscriber Line (ADSL) service.
Manager, Business Planning
(1995-1997)
Performed economic analysis for Fiddler's Creek Project, a new development in the
Naples Southeast wire center in which the builder wished to partner with SSO.
Analysis required modeling approximately 100 different scenarios using different
service offerings, service penetration rates, head end costs, developer commission
rates, and costs of money.
Performed statisticai analysis of 124 wire center
income statements to determine causes of variations in net income margins.
Performed quantitative analysis for Offensive/Defensive Strategic Positioning Task
Force by determining profit potential rankings of all wire centers using access line,
revenue, demographic, and margin data.
Project Manager - Technology Planning
(19931995)
Performed quantitative analysis as member of the Interoffice Facilities Core Team
(IOFCT) to examine replacing interoffice facilities with SONET rings. Determined
benefit of each proposed ring by analyzing minutes of usage, IXC DS-3 leases,
access lines and special service circuits served, and history of cable cuts in each
area. Performed economic comparison of Pair Gain Technologies High Bit-Rate
Digital Subscriber Line device (HDSL) with T-Carrier systems.
Education
Nevada DOC ITS
Virginia Tech, B.S. in Electrical Engineering
Georgia Tech, M.S. in Electrical Engineering
Rollins College, MBA (Concentration in Finance)
Response to RFP No. 1628
October 15, 2007
Page 140
. . . . EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Tammie Saucedo - Product/Project Manager II, EMBARQ Corporation
Summary of
Qualifications
Work
Experience
Experience includes over 27 years in telecommunications. Quaiifications
include experience in processing and analyzing usage and commissions
from four different inmate systems. Extensive work experience in reporting
and commissioning for a total of 119 state prison facilities for 3 state
department of corrections as well as 29 county facilities.
(1980 - Present)
EMBARQ CORP./ SPRINT CORP,/CENTEL CORP.
Project Manager, EMBARQ/Sprint Public Access
(2004-07)
Responsible for analyzing and auditing inmate call detail records, processing
inmate facility commissions, maximizing revenue and increasing
commissions by reducing bad debt and implementing debit calling where
applicable. Developed and implemented commissioning of prisons system
(COPS) to ensure accuracy of monthly commission reporting. Provide
primary customer contact and business office support. Acting payphone
liaison for all regulatory requirements or filings. .
Business Product Analyst, Sprint Public Access
(1999-04)
Responsible for analyzing profitability of various products trialed or
implemented by EMBARQ/Sprint Payphone Services. Responsible for large
strategic payphone customer commissions. Developed framework for
automating processes and writing process documentation.
(1997-99)
National Collection/Reconciliation Manager, Sprint
Responsible for maintaining the audit integrity of payphone coin collected.
Developed framework for an audit and counting systems which incorporated
the handheld scanners used by field technicians and Brinks Counting
Centers across the United States.
(1996-97)
Inside Sales Assistant, Sprint Public Access
Responsible for service order entry, equipment ordering, updating switch
information, researching tariff issues, trouble shooting with field technicians,
implementing process improvements, managing special projects, providing
host administration for Millennium payphones, and writing process
documentation.
Clerk, CENTEL Corporation
(1980-96)
Provided office support in several departments: Inventory Control,
Residential and Business Office, and Customer Service Teller. Duties
included maintaining accurate inventory of tools and equipment, customer
relations for disconnects and processing customer payments.
Training
Nevada DOC ITS
Extensive internai company training courses in IT, Management, Customer
Service, and Communications.
Response to RFP No. 1628
October 15, 2007
Page 141
~EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Larry Haataja - Engineer/Product Manager, EMBARQ Corporation
Summary of Qualifications
Over twenty-five years of diversified telecommunications experience in commercial and
government markets. Qualifications include extensive experience in data network design, voice
network design, access planning, access operations, technical instruction, and technical support.
Instrumental in developing engineering designs for large prison call control systems,
international data and voice networks, and video systems. Experience includes personnel
management, technical publications, and call center management.
Work Experience
Network Sales Engineer
(2004-Present)
EMBARQ Corporation
Network Engineer supporting Carrier Markets Sales Group. Responsibilities include design
of customer SONET networks, pre-sales design and pricing of customer access requests,
and post-sales implementation of large scale SONET access circuits. Proven ability to
coordinate multiple projects and interact with LECs and AAVs.
Principal Design Engineer
(2000-2004)
Sprint Corporation
Design Engineer for SPSI (Sprint Payphone Services), Corrections Division.
Responsibilities included network and system design for complex correctional telephone
systems, technical responses for corrections RFPs, and overall engineering support for
SPSI.
Principal Design Engineer
(1996-2000)
Sprint Corporation
Design Engineer responding to RFPs for the state, local and federal government division of
Sprint Government Systems Division. Designed complex voice and data networks for
correctional institutions, state governments, and federal agencies. Proven excellence in
written communications and oral presentations.
Professor of Telecommunications (1995-1996)
DeVry Institute
Professor teaching undergraduate students in all areas of telecommunications technology
and applicable skills for today's telecommunications industry. Subjects taught include
telephony, transmission technology, data communications, networking and industry
mathematics.
Education and Certifications
M.S., Telecommunications
University of Denver, Denver, CO
B.S., Telecom Management
Colorado Christian University, Lakewood, CO
Hold Top-Secret Government Clearance
Nevada DOC ITS
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October 15, 2007
Page 142
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PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Mike Haynes - Manager, Sales Technology, EMBARQ Payphone Services
SummarY9f
Qualifications
Work
Experience
Seasoned general manager with depth of experience in sales and service, network design, and
program management. Personally led dozens of large-scale customer network installations.
Veteran of EMSARQiSprint able to marshal company resources as a strong customer advocate.
(1997 - Present)
Sprint Corp.fEMBARQ CORP.
Manager, Sales Technology, EMBARQ Public Access
(1997-07)
Manager of technical staff responsible for all aspects of inmate and public access
(payphone) commissioning and data requirements. Led several automation projects to
enhance efficiency and accuracy, including coin auditing process, field technician dispatch
and trouble reporting, and commissioning systems for inmate, payphone and hotel product
offerings.
Led interdisciplinary team to develop a National Database, which centralized and
standardized legacy data from six autonomous regions, resulting in increased data integrity
and a single repository for information on 30,000+ payphones.
Led team that developed an automated dispatch system that transmits repair data to remote
field personnel via laptops, eliminating daily faxing of data, and enabling real-time
dispatching. Further enhancement changed method of delivery to wireless and handheld
computers, allowing continuous updates, eliminating the need to connect to a wired
network, boot the laptop, and communicate with the host.
(1984-1997
Sprint Corp.
Project Manager, Information Technology
(1989-1997)
Converted eight companies from obsolete toll processing to an enhanced standardized
system, resulting in increased accuracy in toll billing, improved audit trails, decreased
computer usage time, and easier program maintenance.
Directed the toll processing portion trade of telephone properties in Iowa and Kansas,
involving 200,000 customers.
Selected to represent the four regional data centers on task force to evaluate the application
and operational aspects of toll processing. Direct result was reduction of CPU time in major
processes by up to 70%.
Senior Programmer, Information Technology
(1984-1997)
Primary team troubleshooter interfacing with the corporate user community and Data
Systems Development for problem resolution. Developed and implemented sound
corrective measures.
Deveioped new file retention specifications which resulted in the return of several thousand
tapes to production, substantially reduced yearly tape mounts, and saved over $35,000 in
user costs.
Analyzed the effect of block size on tape and disk performance and implemented more
efficient storage utilization which also decreased CPU run time, one procedure reduced
usage from 32 to 26 tapes.
Education
Nevada DOC ITS
University of Nebraska, SA in History and Education
Response to RFP No. 1628
October 15, 2007
fage 143
~EMBARc.r
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Shelia Rafferty - Project Manager II, EMBARQ Corporation
Summary of
Qualifications
Work
Experience
Over 32 years of telecommunications experience. Qualifications include
experienced and trained on four (4) different Inmate Monitoring and
Recording Systems - VAC, Evercom, T-Netix and ICSolutions. Project
Implementation Manager on 55 Correctional Installations. On-site
Administrator for Inmate Facility for 1 y" years. Completed 109 State and
County site surveys. Extensive work experience in network services
provisioning and billing.
(1975 - Present)
EMBARQ CORP. I SPRINT CORP
Project Manager, EMBARQ/Sprint Public Access
(2001-07)
Leading 140-member team responsible for product, marketing, sales,
service and operations for the portfolio of public access
telecommunications products offered to inmate and public payphone
facilities.
Product Analyst, Sprint Public Access
(1999-01)
Responsible for analyzing Inmate Call Detail Reports, processing
inmate commissions, maximizing revenue and increasing commissions
by reducing bad debt, monthly commission reporting, process
development, consolidation of LEC inmate billing and providing primary
customer contact.
Business Service Representative, Sprint LTD
(1989-99)
Responsible for service order entry, equipment ordering, updating
switch information, researching tariff issues, trouble shooting with field
technicians, implementing process improvements, managing special
projects, providing host administration for Protei and Wesroc, and
writing training manuals.
Education
George Washington University, Masters Project Management Certification
Training
37 internal company courses in Management, Computer Program
Applications, Correctional Industry Inmate Telephone Systems, Customer
Service and Communications
Nevada DOC ITS
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October 15, 2007
Page 144
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PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
\8·
.'
..
TILLMAN MOSLEY - SENIOR PROJECT MANAGER, SHAWNTECH COMMUNICATIONS
Summary of
Qualifications
Work
Experience
Senior Project Installation Manager for Shawntech Communication Inc.
(SCI). For the DOCS contract Mr. Mosley is responsible for managing the
installation process (inmate phones, call control systems, inside cable plant,
and network cabling) for the inmate telephone contract. Over twenty (20)
years of project management experience, nine (9) of which have been
supporting ShawnTech's inmate telephone maintenance contracts. Most
recently Mr. Mosley coordinated the installations of Missouri, Kentucky and
Pennsylvania DOC projects.
(2001
State of Michigan, Inmate Telephone Services
Responsible for managing the complete installation process (inmate
phones, call control systems, inside cable plant, CAT 5 cabling and
networks) for the inmate telephone contract. Mr. Mosley has provided
account support to the state of Michigan since 2001.
Provides the state of Michigan with installation and maintenance
services for the inmate telephone contract, including but not limited to
system installation, system and inmate phone maintenance and support.
ShawnTech provides this support for over 55 state institutions and over
2,365 inmate phones.
Commonwealth of Virginia, Inmate Telephone Services
(1999)
Responsible for managing the complete installation process (inmate
phones, call control systems, inside cable plant, CAT 5 cabling and
networks) for the inmate telephone contract. Mr. Mosley has provided
account'support to the Commonwealth of Virginia since 1999.
State of Wisconsin, Inmate Telephone Services
(1995)
Responsible for managing the complete installation process (inmate
phones, call control systems, inside cable plant, CAT 5 cabling and
networks) for the inmate telephone contract. Mr. Mosley has provided
account support to the state of Wisconsin since 1995.
Provides the state of Wisconsin with installation and maintenance
services for the inmate telephone contract, including but not limited to
system installation, system and inmate phone maintenance and support.
ShawnTech provides this support for over 24 state institutions and over
1500 inmate phones.
Education and
Training
Central State University, B.S. Marketing and Information Systems
Global Tel, GTL Technical Platform Training
Evercom, CAM Technical Platform Training
Value Added Communications VAC Technical Platform Training
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 145
-"EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Marshall Holober
Installation Manager, Inmate Calling Solutions, LLC
SUMMARY
Marshall acts as the central installation manager for all ENFORCER® projacts, including coordination of site teams, and
remote installation support.
He brings over 30 years of extensive experience in Computer Operations, IBM Mainframe
networking, Email administration, as well as managed teams of Tech Support.
PROFESSIONAL EXPERIENCE
Installation Manager, Inmate Calling Solutions, LLC San Jose, CA
2006 - Present
2003 - 2006
Technical Support Manager, Inmate Calling Solutions, LLC, San Jose, CA
Responsible for providing all remote technical support to the facility which will include both remedial software fixes and
updates.
TSA Screener - Covenant Aviation Security, San Francisco Airport, CA
2002 - 2003
Assistant to the Supervisor for screening of airport passengers and lane control
Excellent skills in customer support to ease the concerns of passengers
Proficient in security measures including:
X-ray equipment
Walk-through metal detectors
Hand-wanding and screening of passengers
Data Center Supervisor/Unix Admin - Owest Cyber Solutions, San Jose, CA
Legato &x backup for UNIX/NT/2000
Administrate Solaris 5.6 - 8 on Enterprise-level systems
Administrate HP-UX 10.x on HP 9000 Enterprise-level systems
HP XP-256 Network Storage SAN support for UNIX and NT systems
Helpdesk support using CLARIFY
In-house trainer
Disaster Recovery design/implementation/testing/verifying
Point of contact for closing facility and moving 113 servers
2000 -2001
Senior Network Analyst/Unix Admin - United Defense/FMC, San Jose, CA
Senior Network Analyst - designing/installing/training/supporting for entire campus
Supervisor for the Technical Support Team -10 members
Administrate 40+ servers and 200 workstations with Solaris 5.x - 8
cc:Mail Administrator for 2.000/point of contact for over-seas email support
Helpdesk support using REMEDY
In-house trainer
1985 -2000
EDUCATION
1995 - University of Phoenix
1999 - University of California Santa Cruz Extension - UNIX Administration
_ _ _ _--'
~ACHIEVEMENTS,
_
Zeneger Miller - "Front Line Leadership" team building instructor
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 146
. . . . . EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Michael Kennedy
Regional Account Manager, Inmate Calling Solutions, LLC
PROFESSIONAL EXPERIENCE
Technical Support Manager, Inmate Calling Solutions, LLC, San Jose, CA
2006-Present
Leads a team of 10 support technicians based at ICSolutions' Peari, Mississippi Technical Support Center.
2004 - 2006
Regional Account Manager, Inmate Calling Soiutions, LLC, San Jose, CA
Marketing and Sales of inmate calling technology and services to State and County government correctional facilities.
Providing local and long distance telephone service for inmates utilizing automated call processing, call control, and
LANIWAN database systems incorporating traditional and alternative billing and payment services.
Presidentl Vice President Sales, Infinity Networks, Inc., Marksville, LA
1997-2003
Provided oversight when company converted from sales and marketing organization to full service provider.
Organized and trained sales force, customer service representatives and MIS personnel.
Increased sales from $2 million to $12 million.
Introduced proprietary validation platfonm and bad-debt controls reducing bad-debt anduncollectibles for annual
savings $800,000.
Responsible for all RFP and bid analysis.
Developed extensive knowledge of Omniphone, Radical and Science Dynamics equipment.
Director Carrier Services, Schlumberger/Global Tel-Link, Mobile, AL
1992-1997
Introduced new billing prodUct for operator service companies generating sales of $2 million.
Promoted to Director, responsible for customer service, regulatory, technical support and long distance resell
program.
Launched long distance resell product
Managed direct sales and agent sales in ten cities throughout southeast.
Member of corporate sales team that saw annual sales increase from $8 million to $32 million.
Account Manager, National Data Corporation, Atlanta, GA
1989-1992
Provided sales and sales support to telecommunication companies outsourcing operator services, billing and
collection and validation services.
•
Assigned validation product manager responsibilities.
Client list included Metromedia, Allnet, LDDS, Telecom'USA, Telesphere.
Field Service Technician, PAR Microsystems, Atlanta, GA
Installed and serviced data communication, networking equipment for pas systems.
1988-1989
Avionics Technician, United States Marine Corps, Washington, DC
Avionics Technician for F/A-18 and EA-6B aircraft.
1980-1988
Received meritorious citations for managing squadron training program.
EDUCATION
University of South Carolina, Columbia, SC - 3 years completed in BA Business Administration
INTERESTS
Technology, college athletics, furniture restoration.
Nevada DOC ITS.
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October 15, 2007
Page 147
~EMBARcr
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
4.1.15 Financial information and documentation to be included in Part III of your
response in accordance with the Submittal Instructions.
4.1.15.1 Dun and Bradstreet number
4.1.15.2 Federal Tax Identification Number
4.1.15.3 Please provide a current annual report and/or the last four quarterly
audited financial reports, along with a statement of financial condition.
Please state if the Vendor has operated under a different name in the past
three (3) years. Please indicate if the company is for sale or is
considering an acquisition or merger in the next six (6) months.
4.1.15.4 The last two - (2) years and current year interim:
4. l.l 5.4. 1 Profit and Loss Statement
4.1.15.4.2 Balance Statement
EMBARQ Response: Read, agree and will comply.
As directed in the Submittal Instructions, Embarq Corp. is providing financial information as
separately enclosed documentation within Part III: Confidential Information.
4.2
REFERENCES
Vendors should provide a mtllimum of three (3) references from similar projects
performed for private, state and/or large local govermnent clients within the last three
years. Vendors are required to submit Attachment D, Reference Form to the
business references they list. The business references must submit the Reference
Form directly to the Purchasing Division. It is the vendor's responsibility to ensure
that completed forms are received by the Purchasing Division on or before the proposal
submission deadline for inclusion in the evaluation process. Business References not
received, or not complete, may adversely affect the vendor's score in the evaluation
process. The Purchasing Division may contact any or all business references for
validation of information submitted.
EMBARQ Response: Read, agree and will comply.
4.2.1
Client name; .
Attachment D Reference Questionnaire Forms were submitted by EMBARQ clients on the
following dates:
•
•
•
•
9/25/07 State of Michigan
9/27/07 Escambia County Sheriff's Office
10/3/07 State of Wisconsin
10/8/07 State of South Carolina
We received notification via e-mail from the State on October 8 2007 confirming that the above
references were received.
Nevada DOC ITS
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October 15, 2007
Page 148
~EMBARQ4.2.2
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Project description;
•
State of Michigan
Michigan chose EMBARQ to provide inmate calling systems for all 53 sites with 2,364
telephones for 50,000+ inmates. This account was won in 2001, and a two-year extension was
awarded in 2006. Upon implementation, the State had, for the first time, a complete turn-key
solution for inmate telephone services. In 2005, a system-wide debit calling program was
implemented that has increased total revenue to the State by 15%.
Escambia County Sheriff's Office
EMBARQ was selected by Escambia to provide an inmate calling system for two County
Detention facilities with 123 telephones for 1,703 inmates. A Securus Call Access Manager
inmate calling system was installed for both County facilities connecting the two sites via the
County LAN. In addition, remote access provided via the County LAN into the call control
system for the main Sheriff's Office Investigative Unit was established.
At the end of the initial five-year agreement Escambia chose to extend the agreement for an
additional five-years with EMBARQ. EMBARQ upgraded the call control system to the
ICSolutions ENFORCER call control system. Both sites are connected via the county LAN.
Unlimited remote access is now provided through the Internet. The debit calling option and
. voice biometrics applications are scheduled for complete implementation during the 4th Quarter
of 2007.
State of Wisconsin
In 2000, Wisconsin chose EMBARQ to provide a WAN-based Securus CAM inmate calling
system for 36 sites with 1,272 telephones and an ADP of 21,692. EMBARQ reduced the
collect call rates from the predecessor by 40% while holding revenue decline to only 18%.
Also, we successfully eliminated the previously required "attorney only" telephones by
providing a reliable solution to the potential recording of privileged calls.
State of South Carolina
In 1999, South Carolina chose EMBARQ to provide a T-Netix (now Securus) Digital
Combridge inmate calling system for all 30 adult facilities with1 ,446 telephones and an ADP of
23,700. Additionally, Public Sector call control systems for seven Department of Juvenile
Justice (DJJ) facilities with an ADP of 775 were installed concurrently.
South Caroline DOC awarded a two-year agreement extension in 2005. In January 2006
EMBARQ reduced inmate calling rates an average of 41.5% and upgraded all DOC Securus
and DJJ Public Sector calling systems.
In conjunction with the South Carolina DOC contract, EMBARQ provides over 330 public coin
telephones at various State facilities.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 149
-"EMBARQ-
4.2.3
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Project dates (starting and ending);
State of Michigan
-
August 15, 2001 Network installation began
September 6, 2001 Securus CAM platform installation began
November 14, 2001 Network installation complete
December 4, 2001 Securus CAM platform installation complete
Escambia County Sheriff's Office
-
June 17, 2002 Securus CAM System implementation began
June 21, 2002 Securus CAM System installation complete
March 12, 2007 ICSolutions Enforcer System implementation began
March 15, 2007 ICSolutions Enforcer System installation & Training complete
State of Wisconsin
-
February 1, 2001 system implementation began
April 15, 2001 system implementation complete
December 2001 converted 700 "attorney call only" phones to system phone calls
State of South Carolina
-
September 1999 T-Netix DCB System implementation meetings began
December 15,1999 T-Netix DCB System implementation complete
January 16, 2006 T-Netix DCB System Upgrade implementation meetings began (system
upgrade schedule based on customer request)
June 21,2006 T-Netix DCB System Upgrade and Training complete
4.2.4
Technical environment; (i.e., Software applications, Internet capabilities, Data
communications, Network, Hardware)
State of Michigan
EMBARQ has deployed the Securus Call Access Manager call processing system hardware
and software for the State. We have implemented a WAN connecting 53 locations and our instate office. This network is host to data for 50,000+ inmates, CDR's and recordings. Each
offender is allowed 20 telephone numbers on their call list. They are allowed to change
their call list three times per year. EMBARQ completely manages all of this data. We process
and complete more than 280,000 telephone calls per month for this account.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 150
""EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Escambia County Sheriff's Office
•
Embarq has deployed the ICSolutions ENFORCER® call processing system hardware and
software at this location. This integrated solution provides the call processing, digital recording
and monitoring for the entire County facilities. The system is connected to the existing County
LAN via a firewall which enables all County personal computers to securely access the system
for investigative and administrative functions via ICSolutions web-based software applications.
The system dedicated workstation PCs in addition to the County provided networked PCs.
The Escambia ENFORCER is also connected via high speed Internet access to enable remote
technical support, call record retrieval and remote investigator access capability.
State of Wisconsin
EMBARQ has deployed the Securus Call Access Manager call processing system for the
State, with State-wide connectivity provided via a WAN. The offender database is tracked and
managed in conjunction with a partnership with the Department's IT group. Both state and
federal agencies have utilized the system as a resource to aid in prosecution and crime
reduction efforts, as well as assisting in improving security.
State of South Carolina
Embarq has deployed the T-Netix Digital Combridge call processing system hardware and
software for the State.
4.2.5
Staff assigned to reference engagement that will be designated for work per this
RFP;
EMBARQ Response: Read, agree and will comply.
EMBARQ will assign Victoria Johnson, Senior Account Executive, as the single point of
contact and with responsibility for managing the entire account. She will be the direct point of
contact for all aspects of the contract for the NDOC, including but not limited to account
management, contract negotiation, installation and implementation, ongoing service,
commissions and reporting, as well as quarterly customer meetings.
EMBARQ will assign Shelia Rafferty, Project/Program Manager, the responsibility of System
Installation Manager. She will be the direct point of contact for system and network installation
teams.
Victoria and Shelia are experienced professionals, each having over thirty years experience in
telecommunications with EMBARQ. Victoria has worked in the corrections and detention field
since 1986; Shelia has managed implementation projects for 60 major correctional facilities.
EMBARQ's Sales and Service Manager is Keith Shiflett. Keith was responsible for and actively
participated in the implementation of Michigan, Wisconsin and South Carolina, and will
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 151
-....EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
supervise the implementation project and ongoing program management. Victoria and Sheila
both report to Keith.
Further details of the entire project team roles and responsibilities, experience and
qualifications, including resumes, is located under Section 4.1.14.
4.2.6
Client project manager name, telephone number, fax number and e-mail address.
EMBARQ Response: Read, agree and will comply.
Victoria L. Johnson, Senior Account Executive
Office: (866) 375-7318
Wireless: (850) 212-8880
Fax: (850) 893-2531
VICTORIA.L.JOHNSON@EMBARQ.COM
Shelia Rafferty, Project Manager
Office: (913) 534-7346
Wireless: (913) 221-6278
Fax: (913) 534-2799
SHELlA.CATES@EMBARQ.COM
Keith Shiflett, Sales and Service Manager
Office: (407) 830-3740
Wireless: (407) 221-7455
Fax: (407) 830-3180
KEITH.SHIFLETT@EMBARQ.COM
4.3
SUBCONTRACTOR INFORMAnON
EMBARQ Response: Read, agree and will comply.
4.3.1
Does this proposal include the use of subcontractors?
Yes
X
No _ _
Unknown _ _
If "Yes", vendor must:
EMBARQ Response: Read, agree and will comply. Yes.
4.3. I.1 Identify specific subcontractors and the specific requirements of this RFP
for which each proposed subcontractor will perform services.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 152
. . . . EMBAR<r
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
ICSolutions will provide the ITS system as well as technical support and ongoing
maintenance of the system. ICSolutions will also be responsible for implementation, training
and remote diagnostics of the ITS equipment for the life of the contract.
ShawnTech Communications, Inc. (ShawnTech) will be the subcontractor for day to day
onsite maintenance of telephones, workstations and wiring for the Facilities located in northern
Nevada and will provide the call center for reporting troubles in the system.
4.3.1.2 Provide the same infonnation for any proposed subcontractors as
requested in the Primary Vendor Infonnation section.
EMBARQ Response: Read, agree and will comply.
(4.1.1. Primary Vendor Question with Response from Subcontractors)
Inmate Calling Solutions, LLC d/b/a ICSolutions is a limited liability company organized under
the laws of the State of California. ICSolutions has been registered with the Nevada Secretary
of State as a foreign LLC since June, 2003. ICSolutions is registered with the Department of
Taxation as required and is registered to transact business in Nevada as a foreign Iimitedliability company. A copy of the Nevada Secretary of State Certificate of Registration of
Foreign Limited-Liability Company is enclosed under attachment STATE DOCUMENTS NO.6:
State Certification Documents.
ShawnTech Communications, Inc. is a corporation organized under the laws of the State of
Ohio with a date of incorporation of February 7, 1996. ShawnTech is not currently registered
and licensed in Nevada but has started the registration process. They will make the necessary
arrangements for Nevada registration and licensing prior to contract signing.
(4.1.2 Primary Vendor Question with Response from Subcontractors)
ICSolutions has no significant prior or ongoing contract failures, contract breaches, civil or
criminal litigation or investigation pending involving ICSolutions with the State of Nevada or
any other customer in the State of Nevada.
ShawnTech has no significant prior or ongoing contract failures, contract breaches, civil or
criminal litigation or investigation pending involving the State of Nevada or any other customer
in the State of Nevada.
(4.1.3 Primary Vendor Question with Response from Subcontractors)
ICSolutions has never lost a customer or failed to renew a contract for the proviSion of inmate
phone service since its inception.
ShawnTech has never lost a customer or failed to renew a contract for the provision of inmate
phone service since its inception.
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 153
~EMBARQ"
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
(4.1.4 Primary Vendor Question with Response from Subcontractors)
ICSolutions has never been notified in writing of any commission payment errors resulting in
additional commissions owed by any customer.
ShawnTech does not have any clients with a commission payment requirement. Not
applicable.
(4.1.5 Primary Vendor Question with Response from Subcontractors)
The ICSolutions corporate office is located in San Jose, CA; their 24 hour ENFORCER®
technical support center is located in Pearl, Mississippi, which is near Jackson.
ShawnTech's corporate office is located in Dayton, Ohio. Corporate staff and help desk
support will be provided from this office. In addition, as our subcontractor, ShawnTech will
provide two technicians to provide onsite ITS maintenance and repair service for NDOC
facilities located in northern Nevada. One of the technicians will be assigned to work out of
Carson City, Nevada and the second will be assigned out of Ely, Nevada. (EMBARQ will use
our own technicians for NDOC Facilities in southern Nevada.)
(4.1.6 Primary Vendor Question with Response from Subcontractors)
ICSolutions is a LLC based in the State of California. To the best of our knowledge, California
does not utilize a preference for resident vendors.
ShawnTech is incorporated in the State of Ohio. To the best of our knowledge, Ohio does not
utilize a preference for resident vendors.
(4.1.7 Primary Vendor Question with Response from Subcontractors)
ICSolutions has 55 employees nationwide. They do not have any employees in Nevada.
ShawnTech has 69 employees nationwide. They do not have any employees in Nevada, but
will hire two technicians on our behalf to provide onsite maintenance and repair for NDOC's .
northern Nevada Facilities.
(4.1.8 Primary Vendor Question with Response from Subcontractors)
ICSolutions will not have local employees assigned. Local personnel will be provided by
EMBARQ and ShawnTech. ICSolutions will provide ENFORCER® technical support from their
technical support center located in Pearl, Mississippi which is near Jackson.
ShawnTech will have one technician assigned to work out of Carson City, Nevada and one
technician assigned to work out of Ely, Nevada. Additionally, ShawnTech's Repair and
Dispatch Help Desk is located in Dayton, Ohio.
.
Nevada DOC ITS
Response to RFP No. 1628
October 15. 2007
Page 154
-,EMBARc:r
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
(4.1.9 Primary Vendor Question with Response from Subcontractors)
Not applicable for ICSolutions or ShawnTech. There will be just one single point of contact
provided by EMBARQ. The single point of contact is Victoria Johnson; her contact information
is provided in the Primary Vendor response for Section 4.1.9 and in attachment STATE
DOCUMENT NO.1: CONTACT INFORMATION FORM.
(4.1.10)
ICSolutions Company Background/History and Qualifications
ICSolutions provides turn-key inmate phone systems and specialized technology to
correctional facilities throughout the United States. ICSolutions' ENFORCER® product
enables the responsible governmental agency to provide essential calling privileges to inmates
while maintaining appropriate and necessary levels of security and control. ICSolutions service
is unique in the application of real-time prepaid calling options which maximize call completion,
revenue and concession commissions paid to the correctional facility. The unique positioning
of ICSolutions provides a fresh approach to an industry that continues to seek alternatives to
the current market mix.
Since its inception, ICSolutions has never lost a customer or failed to renew a contract. This
record is evidence of their commitment to exceptional service. ICSolutions looks forward to
supporting EMBARQ and the State of Nevada to deliver this level of quality in all aspects of
performance of this contract.
ShawnTech Company Background/History and Qualifications
ShawnTech Communications, Inc. (ShawnTech) was established in 1986 to provide reliable
telecommunications services to both businesses and individuals. Over the years their service
offering has grown to include installation, maintenance services, project management, and
turnkey projects, and partnered with one of the first companies to integrate call control and
recording technologies in the telecommunications market. Today, ShawnTech services span
virtually the entire spectrum of telecommunications. ShawnTech specializes in the installation,
maintenance, and administration of inmate telephone systems technologies, and is presently
serving the needs of correctional facilities at over 300 locations in 9 states.
ShawnTech Communications, Inc. is recognized as a "Minority Owned Business Enterprise"
(MBE), and holds certifications with the Small Business Administration (8A), the Ohio State
Department of Transportation and Department of Administrative Services Equal Opportunity
Division, the National Minority Suppliers Development Council, and numerous other state MBE
certifications.
ShawnTech's goal is to build ongoing, mutually beneficial relationships with their clients, and
values the many long-term relationships developed over the years.
The Operations Team
works with multiple vendor technologies and continues to add to their knowledge base of
today's telecommunications network hierarchy. ShawnTech carefully evaluates a customer's
needs when placing Field Technicians; such matters as minimum response time for priority
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 155
-"EMBARQ-
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
trouble issues are considered in determining the best physical location. ShawnTech Field
Technicians are equipped with the tools and inventory necessary to quickly respond to all
trouble reports generated from their assigned facility, and have a reputation for readily
responding to changing needs.
The highly trained and field-tested staff is ready to do whatever is required to complete a
project on time and within budget. Experienced Project Managers with extensive industry
knowledge take pride in living with the project from start to finish, and making sure it gets done
right the first time - every time. Whatever roadblocks should arise, ShawnTech
Communications is ready for the challenge to meet and exceed the client's requirements and
continue to provide their signature legendary service.
(4.1.11)
ICSolutions has been providing inmate telephone services and technology for over five years,
and has a customer base of over 400 institutions with another 6 pending installations. Many of
those sites are direct ICSolutions accounts; the others are accounts served jointly with other
telecommunications companies. The company's depth of experience has provided them with
a complete understanding of what is required for successful implementation and contract
execution for the State. The majority of ICSolutions personnel who would develop and support
the project have at least 14 years experience specific to the inmate telephone industry. This
collective knowledge and talent is unparalleled in the industry today.
ShawnTech has been providing maintenance, installation and project management services
for over 13 years, and is currently active in the following states and counties:
Year
1994
1995
1995
1996
1996
1997
1999
1999
1999
2000
2001
2001
2001
2001
Nevada DOC ITS
State/County
Ohio
Michigan
(EMBARQ Account)
Wisconsin
(EMBARQ Account) .
Missouri
New York
Minnesota
Virginia
Florida County Jails
(EMBARQ Accounts)
Ashland and Douglas
Counties (WI)
Kentucky
Florence County (WI)
Connecticut
Richmond Countv (VA)
Oakland County (M!)
Response to RFP No. 1628
October 15, 2007
Sites
30
53
34
20
70
8
68
17
2
20
1
20
1
3
Page 156
~EMBARQ'
2001
2002
2004
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
Waukesha County Jail
(WI)
Milwaukee County (WI)
(EMBARQ Account)
Pennsylvania
1
2
65
Within the past two years ShawnTech Communications, Inc. has completed the
implementation of the following states and counties: Missouri, Kentucky, Milwaukee County,
WI, and Pennsylvania. These were a result of contract renewals.
Year
2006
2006
2006
2006
2007
State/County
Milwaukee County, WI
Virginia
Missouri
Kentucky
Pennsylvania
Sites
2
68
20
20
28
(4.1.12 Primary Vendor Question with Response from Subcontractors)
ICSolutions has never been engaged under contract by any State of Nevada agency.
ShawnTech has never been engaged under contract by any State of Nevada agency.
(4.1.13 Primary Vendor Question with Response from Subcontractors)
ICSolutions and its employees are not employed by the State of Nevada or any of its political
subdivisions or government entities.
ShawnTech and its employees are not employed by the State of Nevada or any of its political
subdivisions or government entities.
(4.1.14 Primary Vendor Question with .Response from Subcontractors)
Key staff for ICSolutions and ShawnTech are included within the prime vendors Key Staff
Chart and Resumes provided within the response to Section 4.1.14.
(4.1.15 Primary Vendor Question with Response from Subcontractors)
Financial information and documentation for EMBARQ, ICSolutions, and ShawnTech are
enclosed separately under Part III: Confidential Information in accordance with the Submittal
Instructions.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 157
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
~EMBARQ'
4.3.1.3 References as specified above must be provided for any proposed
subcontractors.
EMBARQ Response: Read, agree and will comply.
ICSolutions
Company
Name:
Brown County
Number of Facilities:
2
Contact
Person:
CPT. Jack Jadin
Lt. Phil Steffen
Telephone Number:
(920) 3916806
(920)
3916807
Address:
3030 Curry Lane
Green Bay, WI 54311
Former
Provider:
Services
Provided:
Company
Name:
Contact
Person:
Address:
SBC/Securus
Date Service Began:
V
Inmate Telephone
System
V Point-of-Sale
PrePaid Collect
Company
Name:
Contact
Person:
Nevada DOC ITS
97
650
July 2004
V
LEC Billing &
Collection
V Validation Fraud
Control
Outagamie County Jail
Number of Facilities:
1
Captain Dave Kiesner
Telephone Number:
(920) 8325617
320 South Walnut Street
Appleton, WI 54911
Former
Provider:
Services
Provided:
Total Number of
Phones:
Total Inmate
Population:
GTL
Total Number of
Phones:
Total Inmate
Population:
Date Service Began:
V
V
76
477
July 2004
Inmate Telephone
System
V Point-of-Sale
PrePaid Collect
LEC Billing &
Collection
V Validation Fraud
Control
Dane County Jail
Number of Facilities:
3
Lt. Jeff Hook
Telephone Number:
(608) 2846170
Response to RFP No. 1628
October 15, 2007
0
PBX
Interface
Page 158
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
~EMBARQAddress:
Former
Provider:
Services
Provided:
Madison, WI 537033340
Total Number of
Phones:
Total Inmate
Population:
SBC/GTL
Date Service Began:
114 W. Doty St.
,/
,/
Company
Name:
'Contact
Person:
Address:
Inmate Telephone
System
Point-of-Sale
PrePaid Collect
,/
1024
November
2004
LEC Billing &
Collection
Validation Fraud
Control
Wyoming DOC
Number of Facilities:
4
Ann O'Boyle (Praeses)
Telephone Number:
(318) 4248125 x3175
700 West 21 st Street
Total Number of
Phones:
Total Inmate
Population:
Cheyenne,WY 82002
Former
Provider:
Services
Provided:
,/
166
Global Tel*Link/MCI
,/
,/
87
1493
Date Service Began:
Inmate Telephone
System
Poi nt-of-Sale
PrePaid Collect
,/
,/
May 2006
LEC Billing &
Collection
Validation Fraud
Control
Company
Name:
Contact
Person:
Osceola County
Corrections Dept.
Number of Faciliti,es:
1
Joyce Peach
Telephone Number:
(407) 962-3355
Address:
402 Simpson Road
Kissimmee, FL 34744
Former
Provider:
Services
Provided:
GTL
,/
,/
Nevada DOC ITS
Total Number of
Phones:
Total Inmate
Population:
Date Service Began:
Inmate Telephone
System
,/
LEC Billing &
Collection
Point-of-Sale
PrePaid Collect
,/
Validation Fraud
Control
Response
to RFP No. 1628
October 15, 2007
122
1,186
July 2007
,/
SM
ICS/etters
,/
ICSdepo
sitsSM
Page 159
~EMBARQ'
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
ShawnTech
•
State of Wisconsin - ShawnTech has provided the State of Wisconsin DOC ITS
maintenance, installation and repair services from 1995 to 1998 and from 2001 to
present as a subcontractor to EMBARQ. Wisconsin DOC consists of 34 facilities, 1,376
phones, 21,462 inmates and 33 workstation/monitor stations. ShawnTech
responsibilities include:
o Installation, upgrades and maintenance of call processing systems, workstations,
inmate phones, enclosures, cut of switches and other associated equipment
o Maintenance of inside cable plant
o 24/7 trouble desk call center service for trouble ticket management
o Call processing user training, system refresher training, system upgrade training
o Online access to trouble ticket information reporting
•
State of Virginia - ShawnTech has provided the Commonwealth of Virginia DOC ITS
pin administration, maintenance, installation and repair services since 1999 and is
currently providing this service as a subcontractor to GTL. ShawnTech is under its
second maintenance contract and has installed two separate inmate telephone systems
throughout the state at all contracted Virginia DOC correctional facilities. Virginia DOC
consists of 62 facilities, 2,223 phones, 32,000 inmates and 120 workstation/monitor
stations. Under the current contract, ShawnTech provides the following services:
o Pin data administration for all facilities
o Installation, upgrades and maintenance of call processing systems, workstations,
inmate phones, enclosures, cut of switches and other associated equipment
o Dedicated field support service team for system and phone repairs
o Maintenance of inside cable plant
o 24/7 trouble desk call center service for trouble ticket management
o Call processing user training, system refresher training, system upgrade training
o Online access to trouble ticket information reporting
•
State of Missouri - ShawnTech has provided the State of Missouri DOC maintenance,
installation and repair services since 1996 and is currently providing this service as a
subcontractor to PCS. ShawnTech is under its third maintenance contract and has
installed three separate inmate telephone systems throughout the state at all contracted
DOC correctional facilities. Missouri DOC consists of 20 facilities, 1,600 phones, 30,835
inmates and 26 workstation/monitor stations. Under the current contract, ShawnTech
provides the following services:
o Pin data administration for all facilities
o Installation, upgrades and maintenance of call processing systems, workstations,
inmate phones, enclosures, cut of switches and other associated equipment
o Dedicated field support service team for system and phone repairs
o Maintenance of inside cable plant
o 24/7 trouble desk call center service for trouble ticket management
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 160
PART I: TECHNICAL PROPOSAL RESPONSE
4. COMPANY BACKGROUND & REFERENCES
o Call processing user training, system refresher training, system upgrade training
o Online access to trouble ticket information reporting
•
State of Pennsylvania - ShawnTech has provided the Commonwealth of Pennsylvania
DOC pin administration for their ITS since June 2004. The Site Administrator Team
performs the following:
o System Operation
-
Daily test to insure all phones are operational
Diagnostic testing to isolate out-of-service conditions; (line testing, hardware
testing, software testing, test calling, physical survey of phones)
Trouble reporting, follow-up, resolution and closeout
o Meet telephone needs of inmate population
-
Process updates, changes, additions to the inmates' allowed call list on a
monthly basis (first five days of the month)
Log, track and respond to inmate discrepancy forms daily
Process call block/unblock requests as needed
Process facility-generated requests for reports, requests, inquiries
Address end user and inmate family questions, inquiries regarding telephone
number access to inmates
4.3.1.4 The State may require that the awarded vendor provide proof of payment
to any subcontractors used for this project. Proposals should include a
plan by which, at the State's request, the State will be notified of such
payments.
EMBARQ Response: Read, agree and will comply.
If requested by the State, EMBARQ could on a monthly basis fax a copy of the subcontractor
invoice and the corresponding payment voucher receipt to provide proof of subcontractor
payments.
4.3 .1.5 Primary vendor shall not allow any subcontractor to commence work until
all insurance required ofthe subcontractor is provided to the using agency.
EMBARQ Response: Read, agree and will comply.
4.3.1.6 Primary vendor must notify the using agency of the intended use of any
subcontractors not identified within their response and receive agency
approval prior to subcontractor cottlmencing work.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 161
. . . . EMBARQ·
5.
PART I: TECHNICAL PROPOSAL RESPONSE
5. COST/COMMISSION
COST/COMMISSION (These items must be included in part II Cost/Commissions Proposal)
5.1
COST/COMMISSION PROPOSAL SUBMITTAL
5.1.1
All Cost/Commission Proposals shall be submitted to the State as a separate,
sealed package and clearly marked:
"Cost/Commission Proposal in
Response to RFP No. 1628, please refer to the submittal Instructions for
further instruction.
EMBARQ Response: Read, agree and will comply.
5.2
The vendor shall pay commissions calculated on all Gross Revenues generated by and
through the inmate telephone system including collect, debit and pre-paid inmate calls
placed from the inmate telephone equipment located at the facilities.
EMBARQ Response: Read, agree and will comply.
5.3
Gross Revenue includes, but is not limited to, . all Local, IntralataiIntrastate,
InterlatalIntrastate, InterlataiInterstate and International revenues and any and all additional
charges and fees generated by completion of all collect, debit and pre-paid calls from
vendor's inmate telephones.
EMBARQ Response: Read, agree and will comply.
5.4
The vendor shall pay commission on the Gross Revenues before any deductions are made
for un-billable calls, bad debt, uncollectible calls, fraudulent calls, LEC adjustments or any
other vendor expenses. Calls to telephone numbers that appear on the free call list supplied
by the State shall not generate revenue for the vendor and shall not be commissionable to the
State. Only those numbers designated by the State on the free call list shall be marked as
"Free" in the inmate telephone system. All calls marked as free and not on the list supplied
by the State will be commissionable at the then prevailing calling rates.
EMBARQ Response: Read, agree and will comply.
5.5
Any additional fees to be added to the called party's bill must be approved by the State and
will be considered Gross Revenue. Said additional fees should be commissioned at the
proposed commission rate and shall follow the section on Commission Payment and
Reporting.
EMBARQ Response: Read, agree and will comply.
5.6
Pre-paid calls include, but are not limited to, those calls completed by using a pre-paid card
as well as all calls which have been pre-paid by any person or entity and by any method of
payment.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 162
. . . . EMBARQ·
5.7
PART I: TECHNICAL PROPOSAL RESPONSE
5. COSTfCOMMISSION
•
A pre-paid call is deemed to be complete and commission due when a connection is made
between the inmate and the called party, whether such connection be established by positive
acceptance or by live or automated (i.e. answering machine) pick up.
EMBARQ Response: Read, agree and will comply.
5.8
A collect call is deemed to be complete and commission due when the called party accepts
the call regardless ifthe vendor can bill or collect the revenue on the collect call.
EMBARQ Response: Read, agree and will comply.
5.9
A debit call is deemed to be complete and commission due when a connection is made
between the inmate and the called party even if such connection is established by automated
machine pick up.
EMBARQ Response: Read, agree and will comply.
5.10
Additionally, the State shall not be liable for any of vendor's costs including, but not limited
to, taxes, shipping charges, network charges, insurance, interest, penalties, termination
payments, attorney fees or liquidated damages.
EMBARQ Response: Read, agree and will comply.
5.11
The State may require a pre-payment of the monthly commission amount. Vendors may
submit alternate cost/commission proposals to reflect this pre-payment requirement.
EMBARQ Response: Read, agree and will comply.
5.12
The vendor shall propose a commission offer utilizing the services of a Site Administrator
and a commission offer without the services of a Site Administrator.
EMBARQ Response: Read, agree and will comply.
5.13
Rate Requirements
5.13.1 The Vendor shall provide rates that mirror or are lower than the dominant carrier
rates.
EMBARQ Response: Read, agree and will comply.
EMBARQ has proposed multiple calling rate scenarios, including rates that are significantly
below our interpretation of dominant carrier rates.
Nevada DOC ITS
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October 15, 2007
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5. COST/COMMISSION
•
We will note, however, that research by our expert Nevada regulatory staff revealed an
apparent inconsistency between their interpretation of dominant carrier rates and the NDOC
calling rates on page 83, Option #1.
EMBARQ regulatory staff identifies our affiliate Central Telephone Company - Nevada division
d/b/a Embarq Communications, Inc. as the dominant carrier for local and interLATA calls and
AT&T as the dominant carrier for interLATA and interstate calls.
EMBARQ intraLATA rates are shown below. Please note that all of these values are less than
the values provided in Option #1 on page 83 of the RFP, indicating that Option #1 requires
bidders to bid intraLATA rates higher than the dominant carrier rates, in violation of Items
5.13.1.
Mileage
0-10
11-30
31-55
56-124
125-292
293-430
431+
Initial Minute Each Additional Minute
0.10
0.04
0.15
0.07
0.20
0.11
0.24
0.16
0.28
0.18
0.29
0.20
0.30
0.21
AT&T interLATA rates are $3.95 surcharge, and 89 cents/minute (initial and additional). These
match the interstate rates provided in Option 1.
With this in mind EMBARQ desires to work with NDOC to identify "dominant carrier rates"
based upon the NDOC's interpretation of the current regulatory environment, to develop rates
that match this interpretation, and then to develop a commission structure that reflects these
rates.
EMBARQ has provided a commission offer for the rates identified in Option # 1, as well as one
higher and one lower set of rates (Options # 2 and 3), from which the NDOC may select the
offer that best serves their needs.
5.13.2 The vendor shall provide rates that mirror or are lower than the dominant carrier
rates.
EMBARQ Response: Read, agree and will comply. As stated in Amendment No. 01 to
Request for Proposal No. 1628, dated October 5th, 2007, Answer to Question # 32, "This is a
duplicate. Please ignore 5.13.2".
5.13.3 The vendor shall submit a request in writing to receive approval from the State for
any rate increases and/or decreases for inmate telephone calls before new rates are
implemented. The State will respond in writing to the vendor's request.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
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October 15, 2007
Page 164
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5. COST/COMMISSION
EMBARQ, after conferring with our regulatory staff to ensure compliance, commits to submit
any desired rate changes in writing to NDOC. We note that per AB 518 that became effective
on May 31, 2007, rates for inmate services no longer require regulatory approval. EMBARQ
regulatory staff has met with the Nevada Commission staff to discuss this issue since the
passage of the legislation, and the Commission staff agrees that the Commission can no
longer require regulatory approval for inmate rates. Staff has requested that the Commission
issue a blanket order that would eliminate any existing inmate tariffs on file at the PUC.
5.13.4 Should the vendor decrease the calling rates without the express written approval of
the State, the vendor shall be responsible for paying commissions on the Gross
Revenue as determined by applying the calling rates prior to the unapproved change.
EMBARQ Response: Read, agree and will comply.
5.13.5 Should the vendor increase the calling rates without the express written approval of
the State, the vendor must issue credits to all customers that are overcharged. No
commission refund shall be due from the State to the vendor for unapproved rate
increases.
EMBARQ Response: Read, agree and will comply.
5.13.6 The vendor shall implement any rate adjustments requested by the State within five
(5) days of said request, subject to regulatory approval.
EMBARQ Response: Read, agree and will comply.
Rate adjustments typically require 24 hours or less to load into the calling platform. However, it
must be understood that any rate change may have a material effect upon the financial
performance of this account, requiring an adjustment in the commission rate and/or Minimum
Annual Guarantee (MAG) paid to NDOC. EMBARQ will work with NDOC throughout the contract
to balance calling rates and commission rates in a way that meets NDOC's needs.
5.13.7 The vendor shall detail any and all additional charges and fees (including those
which may be charged to called party's local phone bill) that will be assessed for all
collect, debit and pre-paid inmate telephone calls. Additional charges and fees must
be specifically designated within the vendor's rate proposal submitted on
Attachment J.
EMBARQ Response: Read, agree and will comply.
It is EMBARQ's policy not to charge additional non govemment-mandated fees of any kind on
called parties' bills, as these fees can be a significant driver of customer complaints. However, we
will, and only at NDOC's request, charge a fee of $2.50 per month per bill (not per call) to collectcalled parties who choose to be billed on their local phone company's bill. This charge would
help to offset the higher costs associated with LEC billing. As a result, EMBARQ would be able
Nevada DOC ITS
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October 15, 2007
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5. COST/COMMISSION
. . . . EMBARQ·
to offer a higher commission rate on total gross revenue (which would include revenue generated
by this fee).
5.14
Commission Payment And Reporting
5.14.1 The vendor shall provide commission payments and traffic detail reports to the State
no later than the twenty-fifth (25th) day of the month following the month of traffic.
The State prefers commission payments be sent via wire transfer; traffic detail
reports must be sent via electronic format.
EMBARQ Response: Read, agree and will comply.
EMBARQ is able to provide payments via wire transfer and also prefers this payment method,
and will work with NODe to set up the process. EMBARQ also prefers that traffic detail
reporting be sent via electronic format as requested and will meet this requirement.
5.14.2 Traffic detail reports shall include a detailed breakdown of the traffic for all collect,
debit and pre-paid calls for each inmate telephone or inmate telephone station.
Traffic detail shall include, at a minimum, each of the following items for each
inmate telephone station broken down by collect, debit and pre-paid call types:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Nevada DOC ITS
Facility Name;
Facility Identification Number;
Facility Street Address, City, State, and Zip Code;
Automatic Number Identifier, or inmate telephone and/or inmate telephone
station port number;
Total Gross Local Revenue and Commission per inmate telephone or inmate
telephone station;
Total Gross IntralataiIntrastate Revenue and Commission per inmate
telephone or inmate telephone station;
Total Gross InterlataiIntrastate Revenue and Commission per inmate
telephone or inmate telephone station;
Total Gross InterlataiInterstate Revenue and Commission per inmate
telephone or inmate telephone station;
Total Gross International Revenue per inmate telephone or inmate telephone
station;
Commission Rate;
Total Commission Amount (including, but not limited to, Local,
IntralataiIntrastate, Interlataiintrastate, and Interlataiinterstate);
Period Dates;
Total Minutes of use per inmate telephone or inmate telephone station for
each call type;
Total Number of Calls per inmate telephone or inmate telephone station for
each call type;
Total Debit Usage for each call type; and
Response to RFP No. 1628
October 15, 2007
Page 166
PART I: TECHNICAL PROPOSAL RESPONSE
5. COSTICOMMISSION
-"EMBARQ'
•
Total Pre-paid Usage for each call type. Please provide a sample of how the
vendor will meet this requirement.
EMBARQ Response: Read, agree and will comply.
Sample report examples are enclosed under
SAMPLE COMMISSION REPORTS.
5.15
attachment STATE DOCUMENT NO.9:
Performance and Payment
5.15.1 Commission discrepancies must be resolved by the vendor within thirty (30) days of
receipt of notification of a discrepancy by the State or such discrepancy is subject to
late charges, as described below and/or termination of the contract at the sole
discretion of the State, and/or any other legal course of action the State elects to
pursue.
EMBARQ Response: Read, agree and will comply.
5.15.2 Commission payments and/or traffic detail reports received by the State after the due
date are subject to late charges. The due date for all payments and reporting is the
twenty-fifth (25th) day of the month following the month of traffic. Late charges for
commission payments shall be equal to five percent (5 %) per month of the
commission due. Late charges for traffic detail reporting shall be a fee of $750.00
per month for each report not received by the twenty-fifth (25th) day of the month
following the traffic month.
EMBARQ Response: Read, agree and will comply.
5.16
Audit
5.16.1 The State will have the right from the Commencement Date of the Agreement and
for a period of three (3) years after the termination date of the Agreement, upon ten
(10) days written notice, to fully audit or examine any and all vendor information
pertaining to the Agreement. The State will also have the right to have another
independent agency of the State's exclusive choice, perform any or all audits and
examinations pertaining to this Agreement.
EMBARQ Response: Read, agree and will comply.
5.16.2 Vendor shall maintain accurate, complete and auditable records fully reflecting the
Gross Revenues from which commissions can be determined, including all call
detail, EM1 billing records, pre-paid card sales, and commissioning reports during
the term of the Agreement and for no less than two (2) years after the term of the
Agreement covered thereby in accordance with generally accepted accounting
principles.
Nevada DOC ITS
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October 15, 2007
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PART I: TECHNICAL PROPOSAL RESPONSE
5. COST/COMMISSION
•
EMBARQ Response: Read, agree and will comply.
5.16.3 Failure by the vendor to comply with this full audit rights provision will be
considered breach of the Agreement, and could result in ternrination of the
Agreement at the State's sole discretion.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 168
-"EMBARQ-
6.
PART I: TECHNICAL PROPOSAL RESPONSE
6. SUBMITTAL INSTRUCTIONS
SUBMITTAL INSTRUCTIONS
6.1
•
In lieu of a pre-proposal conference, the Purchasing Division will accept questions and/or
conunents in writing, received bye-mail regarding this RFP as follows:
Questions must reference the identifying RFP number and be addressed to the State of
Nevada, Purchasing Division, Attn: Gail Burchett, Purchasing Officer, e-mailed to
srvpurch@purchasing.state.nv.us The deadline for submitting questions is September 21,
2007 at 5:00p.m., Pacific Time. All questions and/or conunents will be addressed in
writing and responses e-mailed or faxed to prospective vendors on or about October 1,
2007. Please provide company name, address, phone number, e-mail address, fax
number, and contact person when submitting questions.
EMBARQ Response: Read, agree and will comply.
6.2
RFP Timeline
DATE/T/ME
TASK
Submittal of Background Check paperwork (Attachment I) September 4, 2007 @ 5:00
pm
(Note: Vendors that do not have approved background
checks will NOT be allowed inside the Correctional Facilities.
Site Visit Evaluations
See schedule (Attachment I)
September 6-14, 2007
Deadline for submitting questions
September 21,2007 @ 5:00 pm
Answers to all questions submitted available on or about
References Due
October 1, 2007
October 12, 2007 @ 5:00 pm
Deadline for submission and opening of proposals
October 15,2007 @ 2:00 pm
October 15 - November 15, 2007
Evaluation period
Selection of vendor (letter of intent) on or about
November 16, 2007
NOTE: These dates represent a tentative schedule of events. The State reserves the
right to modify these dates at any time, with appropriate notice to prospective vendors.
EMBARQ Response: Read, agree and will comply.
6.3
Proposal submission requirements:
6.3.1
Vendors shall submit their response in three (3) parts as designated below:
Part I: Technical Proposal
Nevada DOC ITS
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October 15, 2007
Page 169
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PART I: TECHNICAL PROPOSAL RESPONSE
6. SUBMITTAL INSTRUCTIONS
One (1) original marked "MASTER"
Eight (8) identical copies
One (1) identical copy on CD (Note: CD must be labeled accordingly
and in a case.)
THE TECHNICAL PROPOSAL MUST INCLUDE A SEPARATE
TAB/SECTION LABELED "STATE DOCUMENTS" WHICH
SHALL INCLUDE:
Page 1 ofRFP
All Amendments to the RFP
All Attaclunents requiring signature
Certificate of Insurance
Technical Proposal must not include cost or confidential infonnation.
Technical Proposal shall be submitted to the State in a sealed package
and be clearly marked:
"Technical Proposal in Response to RFP No. 1628"
EMBARQ Response: Read, agree and will comply.
Part II: Cost Proposal:
One (1) original marked "MASTER"
Eight (8) identical copies
One (1) identical copy on CD (Note: CD must be labeled accordingly
and in a case.)
Cost Proposal shall be submitted to the State in a sealed package
and be clearly marked:
"Cost Proposal in Response to RFP No. 1628"
EMBARQ Response: Read, agree and will comply.
Part III: Confidential Information:
One (1) original marked "MASTER"
One (1) identical copy
Confidential Infonnation shall be submitted to the State in a sealed
package and be clearly marked:
"Confidential Information in Response to RFP No. 1628"
If the separately sealed proposal, marked as required above, are enclosed in another
container for mailing purposes, the outennost container must fully describe the contents
of the package and be clearly marked:
REQUEST FOR PROPOSAL NO.: 1628
Nevada DOC ITS
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October 15, 2007
Page 170
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PART I: TECHNICAL PROPOSAL RESPONSE
6. SUBMITTAL INSTRUCTIONS
PROPOSAL OPENING DATE: October 15, 2007 @2:00 pm
FOR: Irnnate Telephone Services
•
EMBARQ Response: Read, agree and will comply.
6.3.2
Proposal must be received at the address referenced below no later than 2:00
pm, Pacific Time, October 15, 2007. Proposals that do not arrive by proposal
opening time and date WILL NOT BE ACCEPTED. Vendors may submit their
proposal any time prior to the above stated deadline.
EMBARQ Response: Read, agree and will comply.
6.3.3
Proposal shall be submitted to:
Attn: Gail Burchett
State of Nevada, Purchasing Division
515 E. Musser Street, Suite 300
Carson City, NV 89701
EMBARQ Response: Read, agree and will comply.
6.4
The State will not be held responsible for proposal envelopes mishandled as a result of
the envelope not being properly prepared. Facsimile, e-mail or telephone proposals will
NOT be considered; however, at the State's discretion, the proposal may be submitted all
or in part on electronic media, as requested within the RFP document. Proposal may be
modified by facsimile, e-mail or written notice provided such notice is received prior to
the opening of the proposals.
EMBARQ Response: Read, agree and will comply.
6.5
Although it is a public opening, only the names of the vendors submitting proposals will
be announced NRS §333.335(6). Technical and cost details about proposals submitted
will not be disclosed. Assistance for handicapped, blind or hearing-impaired persons who
wish to attend the RFP opening is available. If special arrangements are necessary, please
notify the Purchasing Division designee as soon as possible and at least two days in
advance of the opening.
EMBARQ Response: Read, agree and will comply.
6.6
If discrepancies are found between two or more copies of the proposal, the master copy .
will provide the basis for resolving such discrepancies. If one copy of the proposal is not
clearly marked "MASTER," the State may reject the proposal. However, the State may
at its sole option, select one copy to be used as the master.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
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October 15, 2007
Page 171
~EMBARQ'
6.7
PART I: TECHNICAL PROPOSAL RESPONSE
6. SUBMITTAL INSTRUCTIONS
For ease of evaluation, the proposal should be presented in a format that corresponds to
and references sections outlined within this RFP and should be presented in the same
order. Responses to each section and subsection should be labeled so as to indicate
which item is being addressed. Exceptions to this will be considered during the
evaluation process.
EMBARQ Response: Read, agree and will comply.
6.8
If complete responses cannot be provided without referencing confidential information,
such confidential information must be provided in accordance with submittal instructions
and specific references made to the tab, page, section and/or paragraph where the
confidential information can be located.
EMBARQ Response: Read, agree and will comply.
6.9
Proposals are to be prepared in such a way as to provide a straightforward, concise
delineation of capabilities to satisfy the requirements of this RFP. Expensive bindings,
colored displays, promotional materials, etc., are not necessary or desired. Emphasis
should be concentrated on conformance to the RFP instructions, responsiveness to the
RFP requirements, and on completeness and clarity of content.
EMBARQ Response: Read, agree and will comply.
6.10
Descriptions on how any and all equipment and/or services will be used to meet the
requirements of this RFP shall be given, in detail, along with any additional information
documents that are appropriately marked. In addition, the vendor may include any other
information that is believed to be relevant but not specifically asked for in this RFP. It is
expected that the vendor will detail any innovation, alternatives, suggestions or more cost
effective approaches available that may assist the State.
EMBARQ Response: Read, agree and will comply.
6.11
The proposal must be signed by the individual(s) legally authorized to bind the vendor,
see NRS §333.337.
EMBARQ Response: Read, agree and will comply.
6.12
For ease of responding to the RFP, vendors are encouraged, but not required, to request
an electronic copy of the RFP. Electronic copies are available in the following formats:
Word 2003 via e-mail, diskette, or on the State Purchasing Division's website in PDF or
EXE format at http://purchasing.state.nv.us. When requesting an RFP via e-mail or
diskette, vendors should contact the Purchasing Division for assistance. In the event
vendors choose to receive the RFP on CD, the vendor will be responsible for providing a
blank CD; unless vendors provide a Federal Express, Airborne Express, etc. account
number and appropriate return materials, the diskette will be returned by first class U.S.
mail.
Nevada DOC ITS
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October 15, 2007
Page 172
. . . . EMBARQ·
PART I: TECHNICAL PROPOSAL RESPONSE
6. SUBMITTAL INSTRUCTIONS
EMBARQ Response: Read, agree and will comply.
6.13
Vendors utilizing an electronic copy of the RFP in order to prepare their proposal should
place their written response in an easily distinguishable font immediately following the
applicable question.
EMBARQ Response: Read, agree and will comply.
6.14
For purposes ofaddressing questions concerning this RFP, the sole contact will be the
Purchasing Division. Upon issuance ofthis RFP, other employees and representatives
ofthe agencies identified in the RFP will not answer questions or otherwise discuss the
contents of this RFP with any prospective vendors or their representatives. Failure to
observe this restriction may result in disqualification of any subsequent proposal NAC
§333.155(3). This restriction does not preclude discussions between affected parties for
the purpose of conducting business unrelated to this procurement.
EMBARQ Response: Read, agree and will comply.
6.15
Vendor who believes proposal requirements or specifications are unnecessarily restrictive
or limit competition may submit a request for administrative review, in writing, to the
Purchasing Division. To be considered, a request for review must be received no later
than the deadline for submission of questions.
EMBARQ Response: Read, agree and will comply.
The Purchasing Division shall promptly respond in writing to each written review
request, and where appropriate, issue all revisions, substitutions or clarifications through
a written amendment to the RFP.
EMBARQ Response: Read, agree and will comply.
Administrative review of technical or contractual requirements shall include the reason
for the request, supported by factual information, and any proposed changes to the
requirements.
EMBARQ Response: Read, agree and will comply.
6.16
If a vendor changes any material RFP language, vendor's response may be deemed nonresponsive. NRS §333.311.
EMBARQ Response: Read, agree and will comply.
6.17
Vendors are cautioned that some services may contain licensing requirement(s). Vendors
shall be proactive in verification of these requirements prior to proposal submittal.
Proposals, which do not contain the requisite licensure, may be deemed non-responsive.
Nevada DOC ITS
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October 15, 2007
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PART I: TECHNICAL PROPOSAL RESPONSE
6. SUBMITTAL INSTRUCTIONS
However, this does not negate any applicable Nevada Revised Statute (NRS)
requirements.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 174
. . . . EMBARG:"
PART I: TECHNICAL PROPOSAL RESPONSE
,.
7. PROPOSAL EVALUATION & AWARD PROCESS
7.
•
PROPOSAL EVALVAnON AND AWARD PROCESS
7.1
Proposals shall be consistently evaluated and scored in accordance with NRS
§333.335(3) based upon the following criteria listed in descending order of precedence:
•
•
•
•
•
Demonstrated competence;
Experience in performance of comparable engagements;
Conformance with the terms of this RFP;
Expertise and availability of key personnel; and
Reasonableness of cost/commission.
EMBARQ Response: Read, agree and will comply,
Note: Financial stability will be scored on a pass/fail basis.
EMBARQ Response: Read, agree and will comply,
Proposals shall be kept confidential until a contract is awarded.
EMBARQ Response: Read, agree and will comply.
7.2
The evaluation committee may also contact the references provided in response to the
Section identified as Company Background and References; contact any vendor to clarify
any response; contact any current users of a vendor's services; solicit information from
any available source concerning any aspect of a proposal; and seek and review any other
information deemed pertinent to the evaluation process. The evaluation committee shall
not be obligated to accept the lowest priced cost/commission proposal, but shall make an
award in the best interests of the State of Nevada NRS § 333.335(5).
EMBARQ Response: Read, agree and will comply,
7.3
Each vendor must include in its proposal a complete disclosure of any alleged significant
prior or ongoing contract failures, contract breaches, any civil or criminal litigation or
investigations pending which involves the vendor or in which the vendor has been judged
guilty or liable. Failure to comply with the terms of this provision may disqualifY any
proposal. The State reserves the right to reject any proposal based upon the vendor's
prior history with the State or with any other party, which documents, without limitation,
unsatisfactory performance, adversarial or contentious demeanor, significant failure(s) to
meet contract milestones or other contractual failures. See generally, NRS §333.335.
EMBARQ Response: Read, agree and will comply.
7.4
Clarification discussions may, at the State's sole option, be conducted with vendors who
submit proposals determined to be acceptable and competitive NAC §333.165. Vendors
shall be accorded fair and equal treatment with respect to any opportunity for discussion
and/or written revisions of proposals. Such revisions may be permitted after submissions
Nevada DOC ITS
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October 15, 2007
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..
•
PART I: TECHNICAL PROPOSAL RESPONSE
EMBARQ 7. PROPOSAL EVALUATION & AWARD PROCESS
•
and prior to award for the purpose of obtaining best and final offers. In conducting
discussions, there shall be no disclosure of any information derived from proposals
submitted by competing vendors.
EMBARQ Response: Read, agree and will comply.
7.5
A Notification of Intent to Award shall be issued in accordance with NAC §333.170.
Any award is contingent upon the successful negotiation of final contract terms and upon
approval of the Board of Examiners, when required. Negotiations shall be confidential
and not subject to disclosure to competing vendors unless and until an agreement is
reached. If contract negotiations cannot be concluded successfully, the State upon
written notice to all vendors may negotiate a contract with the next highest scoring
vendor or withdraw the RFP.
EMBARQ Response: Read, agree and will comply.
EMBARQ understands the award is contingent upon the successful negotiation of final terms
and may require Board of Examiners approval. EMBARQ also understands that upon failure
to successfully conclude negotiations the State may negotiate a contract with the next highest
bidder.
7.6
Any contract resulting from this RFP shall not be effective unless and until approved by
the Nevada State Board of Examiners (NRS 284.173).
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
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October 15, 2007
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8. TERMS, CONDITIONS & EXCEPTIONS
8.
TERMS, CONDITIONS AND EXCEPTIONS
8.1
Perfonnance of vendors will be rated semi-annually following contract award and then
annually for the tenn of the contract by the using State agency in six categories: customer
service; timeliness; quality; technology; flexibility; and cost/commissions. Vendors will
be notified in writing of their rating.
EMBARQ Response: Read, agree and will comply.
EMBARQ understands vendor performance will be rated in the six noted categories and will be
notified in writing of the rating.
8.2
In accordance with Nevada Revised Statute 333.336, if a vendor submitting a proposal in
response to this solicitation is a resident of another state, and with respect to contracts
awarded by that state, applies to vendors who are residents of that state a preference,
which is not afforded to vendors or contractors who are residents of the State of Nevada,
the State of Nevada, Purchasing Division shall, insofar as is practicable, increase the out
of state vendor's proposal by an amount that is substantially equivalent to the preference
that the other state of which the vendor is a resident denies to vendors or contractors who
are residents of the State of Nevada.
EMBARQ Response: Read, agree and will comply.
EMBARQ Payphone Services, Inc. is incorporated in Florida, which does not provide a
preference in favor of resident bidders, unless the lowest bidder is the resident of a different
state that provides its residents with a bidding preference. In such cases, Florida may provide
a preference to resident bidders which is equal to the preference provided by the state where
the lowest bidder is a resident. The applicable statute in Florida is 287.084(1).
8.3
The successful vendor must furnish a perfonnance bond as described in the Independent
Contract's contract (Attachment C) issued by a Surety Company authorized to do
business in the State of Nevada; payable to the State within ten (10) calendar days after
the award of the Contract and prior to any installation work or equipment delivery. The
Bond must be made payable to the State in the amount of $750,000.00 and will be
retained during the full period of the Contract and/or renewal tenns. No personal or
company checks are acceptable. Contract number 1628 and dates of perfonnance must be
specified in the perfonnance bond. In the event that the State exercises its option to
extend the Contract for an additional period, the vendor shall be required to maintain the
validity and enforcement of the Bond for the said period, pursuant to the contract and any
subsequent amendments.
EMBARQ Response: Read, agree and will comply.
8.4
This procurement is being conducted in accordance with NRS chapter 333 and NAC
chapter 333. Each vendor must provide a complete response for each section or
numbered condition of the RFP. If a vendor is in full compliance with the section or
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8. TERMS, CONDITIONS & EXCEPTIONS
numbered condition, the appropriate response should state "Read, agree, and will
comply." Otherwise, the vendor's response would state "Read and do not comply." Any
exceptions to this RFP, where vendor's response is "Read and do no comply" must be
specified in Attachment B of this RFP.
EMBARQ Response: Read, agree and will comply.
8.5
The State reserves the right to alter, amend, or modify any provisions of this RFP, or to
withdraw this RFP, at any time prior to the award of a contract pursuant hereto, if it is in
the best interest of the State to do so.
EMBARQ Response: Read, agree and will comply.
8.6
The State reserves the right to waive informalities and minor irregularities in proposals
received.
EMBARQ Response: Read, agree and will comply.
8.7
The State reserves the right to reject any or all proposals received prior to contract award
(NRS §333.350).
EMBARQ Response: Read, agree and will comply.
8.8
The State shall not be obligated to accept the best cost/commission proposal, lowest
priced proposal, but will make an award in the best interests of the State of Nevada after
all factors have been evaluated (NRS §333.335).
EMBARQ Response: Read, agree and will comply.
8.9
Any irregularities or lack of clarity in the RFP should be brought to the Purchasing
Division designee's attention as soon as possible so that corrective addenda may be
furnished to prospective vendors.
EMBARQ Response: Read, agree and will comply.
8.10
Proposals must include any and all proposed terms and conditions, including, without
limitation, written warranties, maintenance/service agreements, license agreements, and
lease purchase agreements. and the vendor's standard contract language. The omission of
these documents renders a proposal non-responsive.
EMBARQ Response: Read, agree and will comply.
8.11
Alterations, modifications or variations to a proposal may not be considered unless
authorized by the RFP or by addendum or amendment.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 178
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8.12
PART I: TECHNICAL PROPOSAL RESPONSE
8. TERMS, CONDITIONS & EXCEPTIONS
EMBARQ Response: Read, agree and will
8.13
•
Proposals which appear unrealistic in the terms of technical commitments, lack of
technical competence, or are indicative of failure to comprehend the complexity and risk
of this contract, may be rejected.
comply~
Proposals from employees of the State of Nevada will be considered in as much as they
do not conflict with the State Administrative Manual, NRS Chapter §281 and NRS
Chapter §284.
EMBARQ Response: Read, agree and will comply.
8.14
Proposals may be withdrawn by written or facsimile notice received prior to the proposal
opening time. Withdrawals received after the proposal opening time will not be
considered except as authorized by NRS §333.350(3).
EMBARQ Response: Read, agree and will comply.·
8.15
The cost/commission proposal and price and amount of this proposal must have been
arrived at independently and without consultation, communication, agreement or
disclosure with or to any other contractor, vendor or prospective vendor. Collaboration
among competing vendors about potential proposals submitted pursuant to this RFP is
prohibited and may disqualifY the vendor.
EMBARQ Response: Read, agree and will comply.
8.16
No attempt may be made at any time to induce any firm or person to refrain from
submitting a proposal or to submit any intentionally high or noncompetitive proposal.
All proposals must be made in good faith and without collusion.
EMBARQ Response: Read, agree and will comply.
8.17
Commissions offered by vendors in their proposals are an irrevocable offer for the term
of the contract and any contract extensions. The awarded vendor agrees to provide the
services as set forth in their proposal in response to this RFP.
EMBARQ Response: Read, agree and will comply.
8.18
The State is not liable for any costs incurred by vendors prior to entering into a formal
contract. Costs of developing the proposal or any other such expenses incurred by the
vendor in responding to the RFP, are entirely the responsibility of the vendor, and shall
not be reimbursed in any manner by the State.
EMBARQ Response: Read, agree and will comply.
8.19
All proposals submitted become the property of the State, selection or rejection does not
affect this right; proposals will be returned only at the State's option and at the vendor's
request and expense. The master technical proposal, the master cost/commission
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 179
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PART I: TECHNICAL PROPOSAL RESPONSE
8. TERMS, CONDITIONS & EXCEPTIONS
proposal and Confidential Infonnation of each response shall be retained for official files.
Only the master technical and master cost/commission offer will become public record
after the award of a contract. The failure to separately package and clearly mark Part III
- which contains Confidential Infonnation, Trade Secrets and/or Proprietary Infonnation,
shall constitute a complete waiver of any and all claims for damages caused by release of
the infonnation by the State.
EMBARQ Response: Read, agree and will comply.
8.20
A proposal submitted in response to this RFP must identifY any subcontractors, and
outline the contractual relationship between the awarded vendor and each subcontractor.
An official of each proposed subcontractor must sign, and include as part of the proposal
submitted in response to this RFP, a statement to the effect that the subcontractor has read
and will agree to abide by the awarded vendor's obligations.
EMBARQ Response: Read, agree and will comply.
8.21
The awarded vendor will be the sole point of contract responsibility. The State will look
solely to the awarded vendor for the perfonnance of all contractual obligations which
may result from an award based on this RFP, and the awarded vendor shall not be
relieved for the non-perfonnance of any or all subcontractors.
EMBARQ Response: Read, agree and will comply.
8.22
The awarded vendor must maintain, for the duration of its contract, insurance coverages
as set forth in the Insurance Schedule of the contract fonn appended to this RFP. Work
on the contract shall not begin until after the awarded vendor has submitted acceptable
evidence of the required insurance coverages. Failure to maintain any required insurance
coverage or acceptable alternative method of insurance will be deemed a breach of
contract.
EMBARQ Response: Read, agree and will comply. Please reference attachment STATE
DOCUMENTS NO.5: PRIMARY AND SUBCONTRACTOR CERTIFICATE OF INSURANCE.
Notwithstanding any other requirement of this section, the State reserves the right to
consider reasonable alternative methods of insuring the contract in lieu of the insurance
policies required by the below-stated Insurance Schedule. It will be the awarded
vendor's responsibility to recommend to the State alternative methods of insuring the
contract. Any alternatives proposed by a vendor should be accompanied by a detailed
explanation regarding the vendor's inability to obtain insurance coverage as described
below. The State shall be the sole and final judge as to the adequacy of any substitute
fonn of insurance coverage.
EMBARQ Response: Read, agree and will comply.
8.23
Each vendor must disclose any existing or potential conflict of interest relative to the
perfonnance of the contractual services resulting from this RFP. Any such relationship
that might be perceived or represented as a conflict should be disclosed. By submitting a
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 180
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PART I: TECHNICAL PROPOSAL RESPONSE
8. TERMS, CONDITIONS & EXCEPTIONS
proposal in response to this RFP, vendors affinn that they have not given, nor intend to
give at any time hereafter, any economic opportunity, future employment, gift, loan,
gratuity, special discount, trip, favor, or service to a public servant or any employee or
representative of same, in connection with this procurement. Any attempt to intentionally
or unintentionally conceal or obfuscate a conflict of interest will automatically result in
the disqualification of a vendor's proposal. An award will not be made where a conflict
of interest exists. The State will detennine whether a conflict of interest exists and
whether it may reflect negatively on the State's selection of a vendor. The State reserves
the right to disqualify any vendor on the grounds of actual or apparent conflict of interest.
EMBARQ Response: Read, agree and will comply.
8.24
The State will not be liable for Federal, State, or Local excise taxes NRS §372.325.
EMBARQ Response: Read, agree and will comply.
8.25
Attachment C of this RFP shall constitute an agreement to all tenns and conditions
specified in the RFP, including, without limitation, the Attachment C contract fonn and
all tenns and conditions therein., except such tenns and conditions that the vendor
expressly excludes. Any exceptions will be taken into consideration as part of the
evaluation process.
EMBARQ Response: Read, agree and will comply.
8.26
The State reserves the right to negotiate final contract tenns with any vendor selected
NAC §333.l70. The contract between the parties will consist of the RFP together with
any modifications thereto, and the awarded vendor's proposal, together with any
modifications and clarifications thereto that are submitted at the request of the State
during the evaluation and negotiation process. In the event of any conflict or
contradiction between or among these documents, the documents shall control in the
following order of precedence: the final executed contract, the RFP, any modifications
and clarifications to the awarded vendor's proposal, and the awarded vendor's proposal.
Specific exceptions to this general rule may be noted in the final executed contract.
EMBARQ Response: Read, agree and will comply.
8.27
Vendor understands and acknowledges that the representations above are material and
important, and will be relied on by the State in evaluation of the proposal. Any vendor
misrepresentation shall be treated as fraudulent concealment from the State of the true
facts relating to the proposal.
EMBARQ Response: Read, agree and will comply.
8.28
No announcement concerning the award of a contract as a result of this RFP can be made
without the prior written approval of the State.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 181
~EMBARQ'
8.29
PART I: TECHNICAL PROPOSAL RESPONSE
8. TERMS, CONDITIONS & EXCEPTIONS
•
The Nevada Attorney General will not render any type of legal opinion regarding this
transaction.
EMBARQ Response: Read, agree and will comply.
8.30
Any unsuccessful vendor may file an appeal in strict compliance with NRS 333.370 and
chapter 333 of the Nevada Administrative Code.
EMBARQ Response: Read, agree and will comply.
8.31
Local governments (as defined in NRS §332.015) are intended third party beneficiaries of
any contract resulting from this RFP and any local government may join or use any
contract resulting from this RFP subj ect to all terms and conditions thereof pursuant to
NRS §332.l95. The State is not liable for the obligations of any local government which
joins or uses any contract resulting from this RFP.
EMBARQ Response: Read, agree and will comply.
8.32
Any person who requests or receives a Federal contract, grant, loan or cooperative
agreement shall file with the using agency a certification that the person making the
declaration has not made, and will not make, any payment prohibited by subsection (a) of
31 U.S.c. §1352.
EMBARQ Response: Read, agree and will comply.
8.33
In the event that the vendor shall fail to perform, keep and observe any of the terms
covenants and conditions of the Contract, the State shall give the vendor written notice of
such default and in the event said default is not remedied to the satisfaction and the
approval of the State within thirty (30) calendar days of receipt of such notice by the
vendor, the State, in its sole discretion, may terminate this Contract.
EMBARQ Response: Read, agree and will comply.
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 182
-"EMBARQ'
9.
PART I: TECHNICAL PROPOSAL RESPONSE
STATE DOCUMENTS
SUBMISSION CHECKLIST
This checklist is provided for vendor's convenience only and identifies documents that must be
submitted with each package in order to be considered responsive. Any proposals received
without these requisite documents may be deemed non-responsive and not considered for
contract award.
EMBARQ Response: Read, agree and will comply.
Completed
Part I:
1. Required number of Technical proposals (per Submittal Instructions)
2. Required Forms to be submitted with technical proposal under
section/tab labeled "State Documents";
a. Page I of the RFP completed
)<
b. All Amendments completed and signed
x
.c. Primary Vendor Attachments A & B signed
x
d. Subcontractor Attachment A & B signed Cif applicable)
e. Primary Vendor Information provided
x
f. Subcontractor Information provided (if applicable)
x
g. Certificate of Insurance
h. Cother)
Part II:
1. Required number of Cost proposals (per Submittal Instructions)
x
2. Cother)
Part III:
I. Required number of Confidential Information (per Submittal Instructions
and defined in Acronyms/Definitions)
x
2. Financiallnformation
REMINDERS:
1. Send out Reference forms for Primary Vendor (with Part A completed)
X _
2. Send out Reference forms for Subcontractors (with Part A completed) (if applicable) _ _
Nevada DOC ITS
Response to RFP No. 1628
October 15, 2007
Page 183
