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Facility Telephone
Contracts
Pages
1·307
Date
Contact
CDOC6840 4/17/06
308·
875
CDOP2681
3/16/92 to 8/15/06
Company
FSH Communications, LLC
AT&T Corporation, but was assigned to
Gores Technologies Group, LLC in 2005.
Denial of Disclosure of Public Records
r'
. Your request for disclosure of the records identified below has been denied to the extent and the
reason(s) set forth below:
Partial Non-Disclosure
SOCIAL SECURITY NUMBERS- The following record(s) contain social security numbers that have
been redacted per the following citation:
Title 5, Section 552(a) United States Regulations, Annotated sees. 102,301, and 106(1)
Pg(s): 868
D~pial.lrtJomeJ[llit lOll[ OOJ)l1recttu.CQl)['ll§\
Conltriallclt No. CJDHOC6840
...-
,/
This· Contract for offender phone equipment and services and associated
offender monitoring and recording equipment and services (this "Contract") is made as
of the date of last signature by the parties, by and between FSH Communications. LLC,
a Limited Liability Company ("Contractor") E).nd the State of Wasbington acting by and
through its DEPARTMENT OF CORRECTIONS ("DOC"). Throughout this Contract,'
DOC or Contractor may individually be referred to as "Party" or together as "Parties."
RECITALS
Pursuant to authority delegated to· DOC by the state of Washington, o"epartment
of Information Services (DIS); DOC issued a Solicitation Number CRFP6446 dated
August 1, 2005, (the T1Solicitation") whereby DOC· sought responses from prospective
vendors to acqUire offender telephone servIce in order to replace an existing contract for
offender telephones located in facilities owned or operated by the DOC or contractors
on its behalf which may be increased or decreased by the DOC during the'term ofthe
.Contract.
.
.
Contractor is in the business of providing phone 'service within 'the meaning of
Section 276 of the Telecommunications Act of 1996. In response to the Solicitation,
Co'ntractor'submitted its response to provide .certain telephone services· for DOC
offenders.
This Contract embodies the terms and conditions mutually acceptable to the
Parties for the provision of the Services defined below.
AGREEMENT
.
,.
NOW, THEREFORE, in consideration of the covenants and agreements setforth
herein, the Parties hereby agree as follows:
PART 1.- SPECIAL TERMS AND CONDITIONS
Sectiorf1.01
DEFINITIONS
As used in this ·Contract, the capitaHzed terms contained in Appendix 1.01 shall
have the respective meanings set forth therein.
The name assigned to this Contract and the part and section captions used
herein are for convenience of reference only and shall not affect the interpretation or
construction hereof. Unless otherwise specified, (a) the terms t"hereof," "herein" and
similar terms refer to this Contract as a whole and (b) references herein to "Parts" or
"Sections" refer to parts or sections of this Contract. The use of words in the singUlar or·
plural, Dr with a particular gender, shall not limit the scope or exclude the appncation of
COC06840
state of Washington
Page 1 of33
Department of Corrections
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any provIsIon of this Contract to such Person Dr Persons or circumstances as the
context otherwise permits. Time [s of the essence in the performance of the Parties'
respective obligations. Unless otherwise specified, all references to money amounts are
to U.S. currency. All references, if any, to generally accepted accounting principles
means to GMP and al[ accounting terms, if any, not otherwise defined in this Contract, '
have the meanings assigned to them in accordance with GMP.
Section 1.02
APPENDICES, EXHIBITS AND ATTACHMENTS
The appendices, exhibits and schedules to this Contract attached to this Contract
are incorporated by this reference intc? this Contract.
Section 1.03
CONTRACTOR AND SUBCONTRACTORS
DOC agrees that port\ons of the Services performed under this Contract may be
performed by Contractor and portions may be perionned: by DOC approved
Subcontractors. DOC hereby grants to Contra,ctor, subject to the regulations of the
FCC, the authmjty to select and contract with the carriers that provide local, interLATA,
intraLATA, and interstate and international calls ·from the Qffender, subject to the
approval of DOC. As of the date hereof, the Subcontractors under this Contract are, as
follows: (i) Value-Added Communications (VAq (Focus 100 digital inmate call, control
platform including integrated monitoring and recording), (ii). Global Te!*Link Corpo~ation
(GTL) (long distance services as well as direct facility support and services via the
Focus 100 platfoi-m and using their own offender telephone equipment)t and (iii)
Paragon Communications Services LLC' (installation and maintenance of
telecommunications equipment under contract with GTL). 'The 'foregoing
notwithstanding, Contractor may provide any of the Services currently contemplated to
be subcontracteq the Subcontractors described above, provided that the'rates, prices
and charges for such Services are no higher than those permitted under Section 3.01
below and that Contractor satisfies all of its other obligations under this Contract with
respect to the provision of the Service!? Any substitute or additional 'Subcontractors will
be listed' on the attached Appendix 6.01.3 in, accordanc'e with the provisions of SectIon
6.0t'.3 below.
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to
PART II. -SERVICES
Section 2.01
SCOPE OF WORK
Contractor agrees to provide to DOC and DOC agrees to grant the authority for '
Contractor to provide for DOC correctional facilities the services described in Appendix
2.01 attached hereto (individually, a "Service", and collectively, the' "Services");
provided. The work contemplated under this Contract shall include an labor, materials,
the transportation, equipment and other activities far,and reasonably incidental to,
making the Services operational. It also includes furnishing, installfng, interfacing,
operating, maintaining, and billing (if applicable) the Services described in this Contract
and the appendices, exhibits and other attachments hereto. Silence ,of the Contract
State of Washington
CDC06840
Page 2 of 33
Department of Corrections
000002
regarding delivery. of Services normally offered with respect to th.e deHverables
requested in the Contract does not constitute any waiver of Services by DOC.
or
the requirements contained in Appendix 2.01, Contractor
Without limiting any
agrees to: (a) prov.ide local and long distance (lntrastate intraLATA, intrastate
interLATA,interstate, and internationary telephone service for all offender phones at
Contractor's expense; (b) install, maintain, and keep in operation all offender phones
connected to the Focus 100 equipment, associated equipment, hardware,' and
enclosures, as specified in Appendix 2;01, at Contractor's expense; (c) install as
required and maintafn monitoring ,and recording systems at designated DOC
correctional facilities at no cost to DOC; (d) provide initial new product and refresher
training to DOC personnel as reasonably requested by DOC on the operation of
monitoring and recording systems at Contractor's expense; (e) service and repair all
offender phones and associated. equipment at Contractors' expense; (f) retain
ownership· of all offender phones, monitoring and recording systems, associated'
equipment, hardware, software and enclosures provided by Contractor; (g). provide
such persona[ background data as is required by DOG on any Contractor .person net
intending to enter a correctional. facility;· (h) provide, within sixty (60) days of the close "Of
Contractor's fiscal year, an annual inventqry, of telephone numbers of all offender
phones and the DOC facility in which each such Offender Phone is located; and (f)
update alt software and hardware used in connection with the Services rendered to
DOC facilities including, but not limited to, the monitoring and recording systems, to be
compatible, with the most current version of Microsoft Windows operating system,
providedthe same after such upgrades is compatible with the existing systems utilized
by DOC, including but not limited to, all existing data storage, and, provide' on-site
training to air DOC personnel regarding such upgraded software and hardware.
During the Term of this Contract, Contractor shaH replace or keep in operation,
and maintain the entin;;offender phones currentlyl.ocated hi DOC facilities at such
levels. that will ensure regular usage by inmate population. Contractor wili conduct.
periodic traffic studies to determine average use, and in the event that said studies
support an increase or decrease of offender phone GOU!!t at a DOC facility, Contractor
will make the necessary change after written notification to and approval by DOC. The
foregoing notwithstanding,. Contractor shall remove any offender phone requested to be
removed by DOC. Before Contractor is required to install any new offender phone,
Contractor must first receive written authorization from DOC. It is understood that
offender phones are located at boc prison and work release facilities; and that such
facilities may open or close during the contract term,
Contractor may request that DOC consider allowing Contractor to remove certain
offender phones that Contractor claims to be uneconomical to Contractor; provided,
however that this provision does not create any right in ,Contractor tD have any such
offender phone removed, and the decision of whether to remove such offender phones'
shall be made by DOC in its sole discretion.
Unless a h::mger period is mutually. agreed to by the Parties, Contractor shall .
insta[J any new offender, phone within thirty (30) days o~ the delivery to Contractor of a
state of Washington
CDC06840.
Page 30f33
Department of Corrections
". '000003
!
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Written Authorization (as described below) directing Contractor to instaH such new
offender phone. The foregoing notwithstanding, subject to the prior written consent of
DOC, which shall not be, unreasonably withheld, Contractor may request a period of
time longer than thirty (30) days to install a particular new offender phone that
Contractor cannot reasonably install, within such thirty (30) day period. It is understood
that to install a new offender phone the DOC must ensure that the proper conduit,
station wiring, and electricity as required and as described in' Section 6.18, DOC
Covenants, is instalied to support the use and location of the offender phone.
'
All Equipment, including, but not limited to, all offender phones, shall be new or
"Like-New", except for Equipment already in place and preViously installed under prior
contracts between DOC and Contractor, Contractor agrees that all of the Equipment
used by Contractor, or its Subcontractors shall be identicaC equivalent or better to that
equipment described in the Soticitation, unless DOC consents in writing to any different
equipment, which consent will not be unreasonably withheld.
,
I
Contractor shall list on an offender phones the wrjij:en information which is normal
and customary in the industry to be listed on such offender phones or'as required by the
DOC, proVided, 'however, that any information listed on any offender phone is subject to
DOC's prior written approval.
Contractor agrees that all ,of the Services shaH be turnkey.
Section 2.02'
ORDERS FOR ADDITIONAL SERVICES
A written authorization to implement Additional Services (a "Written
Authorization"), deHvered by DOC to the Contractor, shall be used'to order Additional
Services beyond the Initial Service (not including requests for additional offender
phones), andta request any changes or additions to the S~rvices. Such Written
Authorization shall specify the quantity, service dates, and other operational parameters
of the requested Services. DOC may require Contra~tor to assist'in the, preparation of
such Written Authorizations, by proViding necessary Services description, operating
parameters, and/or., interface information to the extent that Contractor and
Subcontractors can provide such· assistance. Contractor shall· provide this assistance at
'no added cost to DOC. Each such Written Authorization shall be approved and issued
oniybyDOC.
'
Section 2.03
NEW TECHNOLOGY
When new technology" either equipment or services related to the Services,
becomes available, Contractor agrees to notify DOC within a reasonable time after such
availability so that DOC can consider whether such new technology should be utilized
by Contractor in rendering the Services. DOC shall have the option, in DOC's sole
discretion, to have such new technology utilized by Contractor to render the Services as
soon as practical or at such later time as DOC shall determine; provided that the Pa~es
mutually agree that such new, technology does' not materially Increase Contractor's
costs of rendering the Services to be affected by such technology.
State of Washington
Department of Corrections
CDC06840
Page4of33
....~ 000004
ln considering whether or not to extend the term of this Contract after the Initial
Term, DOC may consider the need for utilizing new technology during any such
Extended Term. If the use of such new technology will materially increase the costs of
Contractor rendering the S,ervice, and DOC Wishes to utilize the same and DOC elects,
in its sole discretion, to pursue, the Parties wifJ attempt in good faith to negotiate
changes to this Contract to anow the use of the new technology. The foregoing
notwithstanding, any such new technology provided at DOC facilities must be
compatible with any existing Recording Media or other information related to the
Services and must result in any Recording Media related to offender phone Services
. being admissible in any legar proceeding involVing DOC. In addition, any change to this
Contract requiring the use of new technologyat DOC facilities must provide for initial
new product and refresher training for DOC personnel in the use of the technology, at
Contractor's expense, provide for' the installation and maintenance of any new
equipment and for any specialized ·environmental requirement related thereto.
Responsibility for such specialized' environmental requirements shall be p.greed upon by
the Parties.
I
I
, ,I
Section 2.04
AVAILABILITY OF SERVICES
The Services to be provided under this Contract will be made avallable by
Contractor as directed by DOC.
I
PART Ill. - RATES AND COMMISSION
Section 3.01
RATES
Neither DOC nor any State Entity shall have any liability for the payment of the
calls placed from the offender phones. Neither DOG nor any State Entity shall be liable
for' any costs or expenses in connection with the Services hereunder, it being
understood that ali compensatiOn to Contractor for rendering the Services hereunder
shall be from the amourits charged by Contractor to the. users of the offender phones.
The rates and prices for the Services described in Appendix 3.1 shall be the total costs
to users of the offender: phones, excluding applicable taxes or tariffed surcharges as
required by the State PUC or FCC, such Services shall be complete (Le." Turnkey), and
any unspecified costs or expense for such Services shalf be borne by Contractor.
The rates, prices and charges for the Services as described in ,Appendix 3.01
shall be the, maximum rates, prices and charges that may apply during the Initial Term
of this Contract. Upon mutual agreement of the· Parties after the Initial Term of this
Contract, such rates, prices and charges shall be reviewed by DOC and Contractor to
determine if they should be modified based upon, among other factors,· technology·
changes, Commission payable under the next section, capital investment by Contractor,
and. revenues and profitability to Contractor of the operation of the offender phones.
State ofWashington
CDCD,S840
Page 50f:33
Department of Correc:lions
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000005
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Section 3.02
COMMISSION
In consideration of Contractor being given the opportunity under this Contract to
render the Services, and DOC's agreements contained in this Contract,' Contractor shall
pay to DOC the fees described in Appendix 3.01 (the "Commission"). Except for the
Commission payable by Contractor to DOC, Contractor shall not be liable to DOC or
any State Entity for any commissions or fees with respect to the Services Tendered by
Contractor under this Contract:
Contractor will pay the Commission directly to DOC, and shall notify the DOC
program administrator in writing of the amount and date of each such payment when
Contractor pays the same. DOC will provide to Contractor the address for DOC to which
the, Commission sha[] be paid. Contractor shall pay the Commission owed by Contractor
hereunder to DOC on a quarterly basis, payable on Dr before the 30th day of. January,
April, July and October of each calendar year during the Term. The first quarter's
commission shall be prorated upon execution of the Agreement, payable at a daily rate
of thirteen thousand nine hundred andseventy-tvvo dollars and sixty cents ($13,972.60).
Any Commission not paid to DOC when due shall bear interest at the rate· of one
, percent (1%) per month or, if less, the maximum rate allowed by Jaw, until the same is
paid in full.
Section 3.03
. TAXES - FEDERAL AND LOCAL
Neither DOC nor any. State Entity will be liable for any taxes accruing or· coming'
due as a result of this Contract, whether federal, State, or local, and Contractor shall be...
responsible for any such taxes.
PART IV.• TERM.
The initial term of this Contract is from the Agreement's execution date through
December 31, 2009 ("Initial Term"). Unless terminated earlier, at the end of the Initial
Term and each one (1) year period thereafter until December 31, 2014, the term of this
Contract shall automatically renew for an additional one (1) year term, on the same
terms and conditions contained in this Contract (or as contained in the Contract as it
exists [mmediately before the end of the then current term), for.. up to five (5) successive
one (1) year renewals (all such renewal terms are referred to collectively as the
"Extended Term"), unless either Party delivers, via certified mail, 'RETURN RECE1PT
REQUESTED, written notice to the other Party of its desire to terminate the' Contract,
sent at least one hundred eighty (180) days' prior to the last day of the then current
Term of this Contract. If either Party delivers any such notice of its desire to terminate,
the Term of this Contract shall automatically terminate on the last day of the then
current Term of this Contract. The foregoing notvvithstanding, the Term of this Contract
cannot be extended beyond December 31, 2014 without the written agreement by both
DOC and Contractor.
,State of Washington
Department of Corrections
CDC0684D
~..~
000006 .
PARTV.· PARTREPRESENTATJONS AND WARRANTIES
Section 5.01
CONTRACTOR'S REPRESENTATIONS AND WARRANTIES
ContractDr makes the fDIlDwing representatiDns and warranties for the benefit of
DOC:
(a)
CDntractor is a limited liability company, duly organized, validly existing
and in gDod standing under the laws of the State of Delaware, and has the corporate
power to carry on its business as it is now being conducted mid currently proposed to
be conducted. CDntractor is qualified as a foreign corporation to do business, and IS in
good standing, in the State of Washington. CDntractor is fully licensed and registered
. with the Washington Utilities and Transportation Commission to provide the Servic~s.
Contractor's registered agent for service of process in the State ,of Washington is
Corporation Service Company.
'
(b) Contractor has the right, power and authority to enter into, and perform its
obligations under this Contract. This Contract has been executed by a representative of
Contractor who' IS authorized to make a commitment on behalf of Contractor.
(c) Contractor has delivered to DOC' (i) ce~ifications issued by the applicable
governmental authorities evidencing Contractor's authorization to conduct business' and
render the services in the State of Washington; and eli) a certificate signed by an officer
of the CDntractor whD is the Secretary Dr Assistant Secretary Df ContractDr certifying the
incumbency and spedmen signature of the Person that eXE1cuted this CDntract on
behalf of CDntractor, tha.t all corpDrate action necessary to authorize Contractor's
execution, delivery and performance Df this Contract has' been taken, and that this
Contract has been duly executed ana delivered by Contractor.
(d) CDntractor has taken all requisitecorpDrate action to approve execution,
deiivery and performance of. this Contract. This Contract constitutes a legal, valid and
binding obligation. upon CDntractor, enforceable against Contractor in accordance with
its terms and conditiDns. The fulfillment Df ContractDr's Dbligations hereunder will not
constitute a material violation ofany existing applicable law, rule, regulation Dr order. of
any governmental authority. All necessary Dr appropriate public or private cDnsents;
approvals, permissiDns, agreements, licenses or authorizations have been obtaineq in
timely manners which are necessary for CDntractor tD enter into. and to perform its
Dbligations under this Contract.
(e) There is no outstanding)pendirig Dr to 'the best of Contractor's knowledge,
threatened, litigation,' order, judgment, or Proceeding, involving or affecting this
Contract, the Service~, Dr Contractor's ability tD perform its obligations under this
~~rnct'
.
(f) To the,best of Contractor's knowledge, no representation or warranty made
by Contractor contained in this Contract and no statement by ContractDr contained in, or
information or documents delivered to DOC by Contractor in connectiDn with, the'
Solicitation, the Response, or this CDntract or otherwise supplied by Contractor to DOC.
State of Washington
Deparynent of Corrections
CDC06840
Page 7 of33
contains any untrue statement of a material fact or omits .to state a material fact
necessary to make such statements, information or documents, in light of the
circumstance under which they were made, not misleading.
(g) This Contract is for the provision by Contractor of services, and not the
purchase of hardware, SOTIw$re or other equipment or goods. In order to deliver the
Services and perform its, obligations under this Contract, neither DOC nor any State
Entity must purchase any hardware, software, or other equipment or goods, and
Contractor is not selling any of the same under this Contract. Contractor shall own alf
equipment. DOC shall have no ownership of the' Contractor's and its Subcontractor's:
Equipment. All data on the Recording Media shall be owned and controlled by DOC.
Section 5.02
DOC'S REPRESENTATIONS AND WARRANTIES
DOC makes the following representations and warranties fqr the benefit of
Contractor:
.
)
(a).DOC has the right, power and authority to enter into, and perform its.
obligations under this Contract.
i.
I,
(b) DOC has taken all requisite administrative action to approve execution,
delivery and performance of this Contract. This Contract constitutes a legal, valid and
binding obligation upon DOC, enforceable against DOC in accordance with its terms
and c o n d i t i o n s . '
.
(c) The fulfillment of DOC's obligations hereunder will not constitute a material'
violation of any existing applicable raw, rule, regulation or order of any governmental
authority,
'
(d) There is no outstanding or pending ntigation, order judgment,' or Proceeding,
involving or"affecting DOC's ability to perform its obligations under this Contract.
.
PART VI. - COVENANTS
Section 6.01
'CONTRACTOR'S PERSONNEL
General: Contractor shall exercise due care to choose and manage'its personnel so
,that only' suitably responsible, professiona.lly competent, and disciplined
representatives shall be operating in DOC facilities, many of Which, have sensitive.
and critical activities. Neither DOC nor any State Entity shall be responsible for aflY
injury or other loss suffered by Contractor or Subcontractor personnel in a DOC
facility arising out of a riot or hostage situation unless it is due to the gross negligence
or wHlful acts or omissions of DOC, its employees or agents. Contractor personnel
requiring access to DOC facilities shall be SUbject to background checks by DOC or
other law enforcement agencies. Contractor wlli meet all requirements of Part 68,
FCC Rules and Regulations (47 CFR 68) regarding affidavits .and manufacturers
authority requirements for installer personneL Contractor personnel seeking access
to DOC facilities shi:;lll be SUbject to D9C policies and requirements regarding
State of Washington
Department of Corrections
COC06840
Page 8 of33
background investigations, criminal convictions, and entrance to DOC facilities., The
Parties acknowledge that it is DOC policy to require advance notice and advance
clearance for entry into all DOC facilities.
Key Personnel: Contractor acknowledges and agrees that DOC and Contractor are
entering into th'is Contract-for critical services because of the Contractor's stated
ability to proVide the'Services for offender phone service. Because of the need 'for
DOC to be assured that Contractor's personnel are highly qualified and skilled in the
special qua[jfication areas pertaining to the Services, and have the ability to
understand and be responsive to DOC needs, the Contractor in good faith w[l/ make
every effort to meet DOC's'needs in this Section.
As of the commencement of this Contract, Key Personnel are identified in
Appendix 6.01.2 attached hereto.
,Key Personnel shall not delegate long term or permanent performance of the
management powers and responsibilities he/she is req'uired to provide under this
Contract to another (other) Contractor employee(s) without first obtaining the' written
.
consent of DOG.
. Further, Contractor shall make every attempt to not re-assign or transfer-any-Key
Personnel to other dutie~ or positions such that the Key Personnel is (are) no longer
available to provide DOC withhis/her (their) expertise, experience, judgment, and .
personaL attention, and will make every attempt to notify DOC prior to such re:assignment or 1ransfer. In the event Contractor requests that DOC approve a reassignment or transfer of any Key Personnel, DOC may, at Contractor's discretion;
interview, -review the qualifications of, and approve or disapprove the proposed
replacement(s) for such Key Personnel. DOC approval of changes in Key Personnel,
when requested will not be unreasonably withheld. _
Personnel .Background Checks: Contractor warrants that it has appropriate
procedures for screening employee criminal history and for addressing employee offduty misconduct, including a criminal history screening process for an its employees,
and has a process for reviewing employee off-duty misconduct. Contractor further
warrants that any such screening procedures or processes are and shall be in
compliance with all State and federal laws, including, but not limited to, the Fair Credit
Reporting Act (15 U.S.C. Section 1681). Contractor's personnel who work on the
Services will be subject to this screening and review process. Before beginning such
work, Contractor shall ,submit to all of Contractor's personnel who are proposed to
.have access to DOC facilities written requests for permission to conduct background
checks, inclUding criminal history verification. If any such personnel refuse pelmission
or elect to avoid participation in any such background check, at the option of DOC, .
Contractor will replace such Person with a qualified employee who is willing to'
participate in-these background checks. In addition, DOC or other law enforcement
agencies may, but are not obHgated to, do background checks, .including criminal
history verification, on some or all of the Contractor's personnel proposed to have
access to the DOC facilities. Without limiting the foregoing, any of qontractor's
"
i
State qf Washington
Department of-Corrections
CDC06840
Page 90r33
....~ 000009
personnel proposing to enter a DOC facility may be subject to a screening through
the Washington State Patrol database, the results -of which are acceptabte to DOC in
its sole discretion. If DOC conducts any s'uch Washington State Patrol screening,
DOC shall comply with the requirements of the Fair Credit Reporting Act, if
applicable. Personnel with backgrounds deemed unsuitable by DOC will not be
acceptable for support of these services, and Contractor will be requested to provide
alternatives.
Cr[minal Convictions: If during the term of the Contract, it becomes known to
Contractor that any of Contractors personnel or applicant for employment by
Contractor in connection with rendering the Services hereunder has had a criminal
conviction, that information, with as much supporting detail as is reasonably
available, will be submitted to DOC for review, and the personnel involved wi!! be
suspended from working on this Contract or, in the case of an applicant, will not be
assigned by Contractor to work on this Contract. Such personnel may only resume
, work on this Contract or, in the case of an applicant; may only be assigned' by
· Contractor to work on this Contract, if DOC grants express written permission.
Contractor Personnel: Should DOC expressly approve Contractor personnel with
· crirninal records, and it becomes known to Contractor that a status change, such as
vio(atior:l of parole or 'probation term has taken piace, it is the responsibifity of
Contractor to immediately notify DOC and seek written permission to continue use of
subject personnel.
· Failure to Notify: Without limiting .the other remedies available to DOC for this or any
other breach by Contractor under this Contract, should Contractor fail to notify DOC,
when Contractor learns .of the same, of personnel with criminaf arrest or cbnvictiori
records, or any status change, or be unable to provide suitable personnel, with
. respect to personnel working on DOC systems, DOC may terminate the Contract for
cause under·Section 10.01
Unacceptable Personnel Notification: DOC may notify Contractor when IT finds any
Key Personnel or other Contractor personnel, or proposed repiacement therefore,
unacceptable for any lawful reason relating to the provision of the Services, inclUding
but not limited to DOC's reasonable determination that he Dr she is not qualified to
perform the work to which he or she is assigned. Upon receipt of such notice,
Contractor shall within ten (10) business days review the matter with DOC and,
unless otherwise. agreed upon. by the Parties, promptly transfer or otherwise remove
such Contractor's personnel from working '{or if a proposed replacement, not assign
such Contractor's personnel to work) on the Services. Upon receipt of a notice from
DOC that any Contractor -persomiel do not meet DOC requIrements regarding
entrance into any' facifities of any correctional institution, such personnel shall be
removed'immediately from such facilities.
Subcontractor Personnel: The provisions of this Section, including but not limited to,
Contractor's obligations hereunder, shall also apply to· personnel of any
Subcontractor inthe same manner as applicable to Contractor.
State of Washington
Departmenl of Corrections
i
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CDC06840
Page
10 of.33
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OO-UO10
Section 6.02
REGULATORY APPROVAL
If this Contract is now or in the future subject to the approval of applicable state
or federal regulatory bodies, the Parties shall be relieved of their obligations thereunder
if regulatory approval' is denied; or, at the sale discretion of DOC, those parts of the
Contract upon which the denial was based may' be renegotiated and the Contract
amended to reffect the result of those renegotiations. Without limiting the other
remedies available to DOC for this or any other breach by Contractor under this
Contract, if any regulatory approval required to allow Contractor to provide the Services
and otherwise satisfy its obligations under this Contract is not received which causes
Contractor to breach any obngation under this Contract, DOC may, at its sale discretion,
terminate immediately this Contract and obtain service from another party. A decision to
terminate the Contract under these conditions shall bear no penalty for DOC or any
obligation by DOC to Contractor.
Where needed, Contractor must make every reasonable eff~rt to obtain any
required regulatory approval, including promptly responding to information' and data
requests from the regulatory body. Contractor shall fully cooperate with the Washington
Utilities and Transportation Commission (WUTC). Contractor must promptly notify DOC
of all actions taken to obtain such regulatory approval, including all formal. filings or
informal contacts with the applicable regulatory bodies related to this Contract. To the
extent that it reasonably could assist Contractor in obtaining required regulatory
approval, if any, of the SerVices to be rendered under this Contract, DO~ shall make a
good faith effortto cooperate with Contractor in making'filings with applicable regulatory
bodies. So Jong as Contractor uses all reasonable efforts to obtain any required
regulatory approval, its failure to obtain such approval shall not be deemed a breach of
this Contract.
Section 6.03
COMPLIANCE WITH APPLICABLE LAWS
Contractor shall comply with, and shalf cause all 'Subcontractors to comply with,
all federal, state and local laws, regulations, rules, executive orders and ordinances,
whether now existing or hereinafter enacted, as the same may be a'mended or modified,
in connection with the Services under this Contract or the performance of Contractor1s
obligations under this Contract. Without limiting the generality of the foregoing,
Contractor agrees to comply with, and shall cause all Subcontractors to ,comply with: (i)
the constitution of the State of Washington; (ii) all federal and state civil rights and.
rehabilitation statutes, rules and regulations, the Civil Rights Act of 1964 (78 Stat. 252),
the Regulations of the Department of Health and Human Services issued according to
that Act, and provisions of Executive Order 11246, Equal Employment Opportunity,
dated September -24, 1965, as amended;' (iii) Section V of the 'Rehabilitation Act of
. 1973; (iv) the Americans with Disabilities Act; (Vi) all applicable state an.d federal laws,
local rules, regulations., and ordinances Of cities, counties, municipalities, and local
taxing. districts, the National Electrical Code, Parts 15 and 6.8 of the FCC's Rules, and
the rules, regulations, and tariffSOT all authorities having jurisdiction ov~r the Services to
be installed and provided under this Contract (provided, however, that this does not
relieve Contractor of the responsibility to comply with the Specifications if the
State of Washington
Department of Corrections
CDC06840
Page 11 'of33
000011
Specifications exceed the laws, regulations, and ordinances); (vi[) the provisions of any
federal, state, or local statutes, ordinances and regulations dealing with .the prevention
of environmental pollution and the preservation of natural resources that affect the
provision of the Services under this Contract; (viii) the provision of State laws relative to·
prevaiiing wage rates; and (ix) a[1 regulations and administrative rules established
pursuant to the foregoing laws.
No claims for payment to Contractor or reduction in Commission paid to DOC will
be approved for changes required to comply with codes, ordinances, laws, tariffs, and
regulations in effect on the date hereof or enacted in the future, as the same may be
amended or modified, which apply to the Services provided under this Contract.
Contractor will not be responsible for changes reqUired by existing or future codes,
ordinances, laws, tariffs, or regulations which apply to the facilities at which the Services
are provided (i.e., building, fire, safety and electrical codes).
Without limiting all other remedies available to DOC in connectio\l with such
.breach, Contractor's or any Subcontractors failure to comply with such requirements
shall constitute a breach of contract and shall be grounds for termination of this Contract
by DOC for cause. lnaddition to and without limiting all other remedies ava[[able to
DOC in connection WITh such breach, Contractor shall be Hable for any Loss resUlting to
DOC from such noncompliance.
Section 6.04
PERMITS
Contractor shall obtain and· pay for all necessary permits, official licenses and
inspections, certificates of authority, and other oflicialapprovals necessary for the
provision of the Services under this Contract.
Section· 6.05
RELEASE OF OPINIONS
Contractor acknowledges and agrees that DOC and its representatives reserve
the right to provide. their opinions pUblicly and privately to third parties· regarding
Contractorts performance under this Contract. .
Section 6.06
INTELLECTUAL PROPERTY RIGHTS
Contractor warrants that the Services, and all products. EqUipment and support
related thereto, do not infringe upon, violate or result in the misappropriation of any
United States or foreign patent, copyright or trademark, any trade secret, utflity model,.
industrial desig"n or mask work, or any other proprietary or intellectual property right of
any third party. Provided that Contractor fully performs its obligations under this Section,
the exclusive remedy for a bre~ch of the foregoing warranfyshall be the indemnification,
defense and hold harmless provided herein below; provided, however, that this
sentence shall not limit DOC's right to tenninate this Contract and recover damages as
described herein after.
Contractor shall indemnify, defend and hold harmless each and . every
Indemnified Party from any claim that the Services, or any product, Equipment or
State of Washington
Department of Corrections
CDC06840
Page 12 of 33
support related thereto, infringes upon, violates or results in the misappropriation of any
United States or foreign patent, copyright or trademark, any trade secret, utility model,
industrial design or mask work, or any other proprietary or intellectual property right. All
of the terms of SeCtion 9.02 below shall apply to any such claim, including but not
limited to, the obligation to notify Contractor of such claim.
Contractor shall be responsible for, and shall indemnify each Indemnified Party
from, any and all losses suffered or incurred by DOC from any claim that the Services,
or any product, Equipment or support related thereto, infringes upon, violates or results
in the misappropriation of any United States or foreign patent, copyright or trademark,
any trade secret, utility model, industrial design or mask work, or any other proprietary
or intellectual property right. Without limiting the foregoing, Contractor shall pay all costs
and expenses of the defense of any such claim, any settlement, and any costs,
expenses' and damages awarded by any court, arbitrator or other entity against any
Indemnified Party.
If the use of any of the Services by DOC shall be prevented by preliminary o'r
permanent injunction, DOC shall have the right to immediately terminate.this·Contract
and to recover from Contractor all actual or genera! damages and costs suffered or .
incurred by DOC in connection with such matter, including, but not limited to,'. all costs
and expenses of DOC in obtaining replacement services for such Service' .and all
attorney's fees and costs.
.
Contractor has no obligation for any claim of infringement arising from:
(i) Contractor's compliance with any designs,
instructions of DOC; or·
sp~cifications
or
eii) Modification' of the Services by someone other than Contractor or
as called for by Appendix 2.01 by DOC.
Section 6.07
DOC DATA / WORK PRODUCT.
DOC Data: During the Term of thts Contract, Contractor shaH own aH Equipment,
including the Recording Media, and DOC shall have no ownership of Contractor's or any
Subcontractor's Equipment. To the extent that any Recording Media is in the
possession of Contractor or any SUbcontractor, DOC. personnel shan have sufficient
access to the data thereon to ~nable them to retrieve information for security and
investigative purposes. Both before and after in.;;tallation of Contractor's and any
Subcontractor's Equipment, all risk of loss, or damage to, the Equipment shall be on
Contractor and DOC shall bear no risk of loss regarding the EqUipment, unless such
loss [s due to the negligent or willful acts or omissions of DOC, its employees,
customers Dr agents.
DOC shall own and hold all rights with respect to the data contained on the
Recording Media. DOC shall prOVide' a secure environment for the Recording Media in
its possession and shall use due care in processing and handHng the Recording Media
State of Washington
DepartrnentofCorrections
CDC06840
Page 13 of33
in DOC's possession. AU risk of loss, or damage to, the Recording Media and the data
contained thereon (including any information that is corrupted, iost: damaged, or cannot
be accessed) shall be on DOC and Contractor shall bear no risk of loss regarding the
Recording Media and the datB thereon, unless such loss is due (i) to the negligent or
willful act of omission by Contractor, a Subcontractor, qr their employees or agents, (Ii)
to a defect in the Recording Media not caused by DOC (e.g., OAT tape not properly
formatted), or (iii) to a malfunction or defect in the Monitoring and Recording Systems
equipment or software.
Section 6.08
INSURANCE
Except as otherwise set forth herein or agreed to in writing by DOC and
Contractor, Contractor agrees to maintain adequate and customary coverage for
Workers' Compensation, Commercial General Liability, Automobile Liability, and list the
DOC and State as .an additional insured on its Certificate of Insurance which must be
provided to the DOC on an annualbas[s. Contractor sha!! cause all Subcontractors to
maintain' insurance which. is typically' maintained. by companies engaged in such
business as providing the Services, provided further that such insurance shall be of
such types, in such amounts, with such terms and. conditions and with such insurers as
are acceptable to DOC. Contractor shalf obtainLat Contractor's expense, and keep in
effect during the term of this Contract, property insurance covering all risks, including
fire, covering the Equipment, insuring at least the replacement value of the Equipment.
All insurance policies called for by this section shaH contain waivers of subrogation
clauses acceptable to DOC.
Section 6.09
PROJECT MANAGEMENT
By prior written notice to.DOC, Contractor shall name and make responsible for
the provision of offender phone services,a competent manager, and with such other
quaHfications as DOC may request ("Manager''), who shall be Contractor's single point
of contact and represent Contractor in connection with the scheduling, delivery and
general pravisiGn of the Service~ to be rendered under this Contract. Contractor may
changJe the Manager by written notice to DOC of such change. DOC may reject or
request a replacement for the Manager(s) for cause upon mutual agreement between
the Parties, and Contractor may comply with DOC's request.
Section 6.10
INDEPENDENT STATUS OF CONTRACTORfNO PARTNERSHIP
Any statements to the contrary contained in this Contract, the Solicitation or the·
Response notwithstanding, (i) the Services to be rendered under this Contract are those
of an independent contractor, (ii) Contractor is not an officer or employee or agent of
DOC, (iii) the Parties will be acting in their individual capacities and -not as agents,
employees, partners, joint venturers, or associates of one another, (iv) no partnership or
joint venture between Contractor and DOC, or any other State Entity is created by this
Contract, and (v) the employees or agents of one Party shall not be deemed or
construed to be the employees or agents of the other Party for any purpose whatsoever.
State of Washington
CDC06840
Page:, 14 of 33
Department of Corrections
000014
I ..
r------.- -. .
I
Section 6:11
SUBCONTRACTOR'S AUTHORITY
-"
Contractor shall be responsible to DOC for the acts and omtsSlons of all
Subcontractors and of Persons directly or indir-ectly employed by them, including, but
not limited to, the quality and quantity of all work performed by aiL Subcontractors and all
persons directly or indirectiy: employed by them, and for the acts and omissions of
Persons employed directlY' by Contractor for satisfactory performance under this
Contract.
On the date hereof, the Subcontractors under this Contract are those Persons
listed on Appendix 6,11 attached hereto. Contractor shall provide to DOC) at least thirty
(3D) days written notice prior to the effectrve date of start of work for a new
Subcontractor or the addition of any new Subcontractor or change in any Subcontractor
from those [jsted on Appendix 6.11. DOC shall not unreasonably or without cause
withhold approval of the requested change. DOC shall have the right to request that
.Contractor use some other Subcontractor. DOC may, but is not required to, request
reasonable information, similar to that req u!red of Contractor,· to Cjssess the acceptability
of any new Subcontractor or change in Subcontractor. S,uch information shall inclUde,
without limitation, complete and accurate copies of all proposed subcontracts between
Contractor and any new Subcontractor. Request by DOC for removal of a Subcontractor
shall not be grounds for changing Contract pricing. Any obligation of Contractor,
including, but not limited to, obligations of Contractor to its employees, independent
contractors or personnel, contained in this Contract shall be deemed to inc;:lude an
obligation by Contractor to cause all Subcontractors to comply with the same obligation
as ifttie Subcontractors were named as "Contractor" under this Contract.
Section 6.12
CONFORMiTY TO SPECIFICATIONS
The Services provided sha[lbe in strict conformity with the Specifications and
with such instructions as shall fiOm time to time be given by DOC and mutual
agreement betweel1 the Parties. If the instructions and Specifications contained in this
Contract, ali Written,Authorizations, and all exhibits and attachments hereto and thereto
are not sufficiently clear to permit Contractor to proceed with installing or providing the.
Services, DOC will, either upGln its own motion or upon request from Contractor, furnish
additional instructions, together with such additional Specifications as may be
necessary. When Contractor makes' such request, it must be made in ample time to
permit the preparation of the instructions and Specifications before the information is
required by Contractor to meet the implementation schedule. Such additional
instructions and Specifications shall be' consistent with this Contract, all Written
Authorizations, and all exhibits and attachments hereto and thereto, and shall have the
same force 'and effect as if contained in this Contract, all Written Authorizations, and all
exhibits and attachments hereto and thereto..
Section 6.13
COORDINATION WITH OTHERS
,Contractor shall coordinate the installation, testing, and acceptance of the
Services with DOC and its other contractors, and they shall coordinate their work with
State of Washington
CDCO6840
Page 15 of33
DepartrnentofCorrections
.'j,"'~
000015
Contractor's work so as to facilitate the installation, testing, cutover, arid prov.ision of the
Services. Contractor shaH be responsible for af! means, methods, techniques,
sequ'ences, and procedures, and for coordinating all portions of the work under this
Contract. Contractor shall work cooperatively and professionally with DOC and its other
telecommunications contractors, including consultants, with regard to interfacing,
installing, testing" cutover, fautt isolation, and repair of operating deficiencies in' the
Services.
Section 6.14
i
.!
BUILDING AND FACILITY ACCESS
Gontractor will be responsible for keys, if provided by DOC, and Contractor and
its personnel shall have access to DOC buildings and faciHties: fn order to be furnished
keys and other necessary access arrangements, ContractDr personnel will be required
to comply with any reasonable access requirements,' Contractor personnel seeking
access to DOC facilities shall comply with atl DOC requirements regarding entrance to
those facilities, inclUding but not limited to requirements that such' personnel make
advance arrangements with the DOC institution tD be visited and be escorted by DOC
persDnnel while in DOC facilities. Based on safety considerations and security of. DOC
staff and personnel of Contractor, DOC shall have the right to deny access in its sole
discretion. For purposes of determining Contractor's performance under this Contract,
such denial Df access shall be cDnsidered a Force Majeure Event (as discussed in
Section 11..12), except if such denial of access is caused by, a failure by ContractDr to
provide reasonable advance notice to DOC seeking access or to comply with any other
reasonable access requirements.
Section 6.15
CONTRACT MANAGER AND EXECUTIVE REVIEW
Contract Manager: DOC shaH assign a Contract Manager to be the first point of
contact regarding any and all issues perL8ining tD this Contract Contractor shall assign
a singUlar management Person as the Contract Manager to be the first point of contact
regarding any and all issues pertaining to this Contract (except for those areas under
the Manager(sY responsibility described in Section 6.11). The initial Contract Managers
, are as follows:
DOC Contract Manager: Don WHbrecht.
Contractor~s
Contract Manager: Joanna'Howard
Each Party may change lts Contract Managi;:lrby written notice to the other Party
, of such change.
Dispute Resolution Panel: Should a dispute regarding this Contract arise, it shall
first have been addressed at the Contract Manager level,' and if found to be
unresolvable, it must then be submitted to a panel QompDsed Df two- executive level
principals from each Party (the ''Dispute Resolution Panel"). At least one principal from
each Party shall be of senior management level, neither principal shall be the Contract
Manager,and one or mDre wlll have the authority to enter into, an agreement resolVing
State of Washington
Department of C.orrections
CDCD6840
Page 16of33
000018
I
the dispute. The principals shaH meet within ten (10) days of receipt of a written request
by either Party in an effort to settle the dispute. The Parties may agree to include any
third parties in these negotiations and to implement an)' other procedures or rules that
they mutually agree will benefit the resolution process. Should this step of dispute
resolution be unsuccessful, the Parties shall submit the dispute to mediation as set forth
in Part XI,
Section 6.16
EQUIPMENT
FSH wiH provide offender telephones as described in its proposal over the course of the
contract. FSH offender equipment standards are to provide offender telephones within a
facility in one of the following manners: secured to a wall; secured to a wall with a
writing shelf; secured to pay telephone pedestal or stand alone enclosure. In all cases •
the installation will be done is such a manner that the material wi[[ not be easily
removed through normal wear and tear; and will be replaced at any time should there
be a material breakdown of equipment or offender telephone instrument. It is
understood that FSH stocks the offender telephones and enclosures described herein
and in the proposal; and as such are considered FSH Standard. Any request for
customized equipment will be discussed between the parties to assess the cost impact
to FSH or the State.
.
rio
COhtractor shall own all Equipment and Recording, Media. DOC shaH have
o\lvnership of the Contractor's and its Subcontractor's Equipment. An data on the
Recording Media shall be owned and controlled by DOC..
Section 6.17
DOC PROVIDED EQUiPMENT AND FACILITIES
.DOC will provide at its own expense certain equipment and facirities to support
the Services covered by this Contract e.g. adequate floor space, wire cable and conduit,
electricity (in the proper voltage), wall space, and support structures; provided, how.ever,
that such DOC provided equipment and racil1ties shat! be limited to those items of
equipment and facilities, if any, identified in the Response and mutually agreed in writing
to be the responsibility of DOC before execution of this Contract) or as agreed to herein.
If DOC, in its sole discretion, elects in \,I\friting to provide such equipment and facilities,
DOC will assume responsibility for providing it unless otherwise agreed. Should
additional requirements for DOC provided equipment and facilities for the Services arise
beyond that which DOC elects in writing to be responsible for, the Parties will negotiate
.how the additional costs will be handled.
The Parties may, by mutual. agreement, maXimize capacity and functionality of
equipment, facility and· infrastructure activities such as installation· of wiring through
collaboration in planning and sharing of costs.
Section 6.18
DOC COVENANTS
DO~ agrees te>:
Slate of Washington
CDC06840
Page 17of33
Department of Corrections .
"~i'
00a01 7
(a) Provide appropriate cable and wiring support infrastructure, electric power
. (proper voltage, as required) and adequate wall space to mount offender phones. In the
event DOC is not the owner of the premises, DOC will, where necessary, obtain
permission from the bUilding owner or owner's agent for the placement of offender
phones, and shall be responsible for any fees for use of required riser cable and
electric,!:li power. Access to offender phones by offenders shall be available at such
times, as DOC shall determine in its sole discretion.
(b) Maintain the area around the offender phones ensure safe and ready access
by the offenders or Contractqr's personnel.
(c) Allow Contractor access to perform maintenance during the established'
business hours of accessibility agreed to by DOC and Contractor, except where
accessibility must be denied to ensure the safety of Contractor personnel and/or to
maintain institutional control.
(d) Upon proper prior notification from Contractor following DOC guidelines, DOC
shall provide adequate and timely escort service for Contractor and Subcontractors for
DOC facilities.
i·
(e) Be responsible for providing, at its expense, any necessary equipment
required toaHow Contractor or Subcontractors the ability to provision dial tone or
workstation connectivity over DOC provided fiber. This equipment may include media'
converters, multiplexers or other ancillary equipment.
(f) Notify Contractor in advance of anticipated new or remodel facility project to
ensure that the desired Offender Phone equipment and services are appropriately .
located in,· and configured for, the location. It is understood that standard equipment, as
described in Appendix 1.01 Definitions - Equipment, will be installed at existing Qf
\.
anticipated facilitiesdurtng the contract term. Requests for customized equipment wi!!
be discussed between the Parties; provided that the Parties mutuarly agree that such
customized equipment does not materially increase Contractor's costs of rendering the
Services.
'
.
,
"
(g) As the DOC intends to utilize its own state-owned workstations,' at a future
date when the state's Information Technology organization completes its upgrade of
[nternaJ systems and infrastructure; until such time as said state-owned workstations are
functional FSH will prOVide the DOC with apprOXimately thirty-three (33) workstations for
their use to access the Focus 100 system. Workstations come eqUipped with the
necessary hardware and software to enable access and use of the Focus 100 system.
Each workstation will include a monitor, printer, UPS (uninterrupted power supply),
headphones and CD burner. The workstations will be returned to FSH in satisfactory
condition, less normal wear and tear, and must be returned in the same configuration as
supplied (e.g. if workstation is provided with a flat panel monitor, same 'monitor must be
returned with the workstation).
State of Washington
CDC06840
Page 180f33
Department of Corrections
~000018
Section 6.19
EMERGENCIES
In an Emergency where there .is potential loss of life or danger of destruction of
property Contractor shall immediately contact' the DOC responsible for the facility
·related to the affected Service, via telephone, paging and confirmatory email or fax. In
an Emergency where there is a potential d.anger of destruction of a material portion of
Contraotor's Equipment, the DOC located shall notify Contractor, as soon as reasonably'
possible, of such Emergency, if DOC is aware of such Emergency, via telephone,
paging and confirmatory eman or fax.· In the event of an Emergency, Contractor will
make eveJY attempt to' fix the problem within four (4) hours or sooner of the problem
being reported to Contractor as an Emergency.
Section 6.20
RECORDS MAINTENANCEI ACCESS
Contractor shall maintain all fiscal records relating to this Contract in accordance
with generally accepted accounting principles. In addition, Contractor shall maintain any
other records pertinent to this Contract in such a manner as to clearly. document
Contractor's performance hereunder. Contractor acknowledges and agrees that DOC
the Washington State Auditor's Office, the Federal Government, and their duly
. authorized representatives shaH have access to such fiscal records and to ail other
books, documents, papers, plans and writings of Contractor that are pertinent· to this
Contract for the purpose of performing examinations and audits, and making excerpts
and transcripts. All such fiscal records, books, documents, papers, plans, and writings
shall be retained by Contractor and kept accessible for a minimum of six (6) years
following final expiration of the term of this Contract and all extensions, except as
. required by law to be held longer, following final payment and termination of this
Contract arid all extensions, or unti[ the conclusion of any audit, controversy or litigation
arising out of or related to this Contract, whichever is later. Contractor shaH make these
records available to DOC, the Washington Auditor's Office, .the Federal Government,
and their duty authorized repiSsentatives for inspection at Contractor's designated
facility upon thirty (30) days written notice to Contractor of such intention, provided,
however, that Contractor shall deliver to requesting entities or persons, within such thirty
.. (30).days; those records that are necessary to determine compliance with Contractors
obligations under this Contract.
Section 6.21
ASBESTOS AND HAZARDOUS SUBSTANCES
DOC shall, in good faith, disclose to Contractor any known asbestos or other
hazardous substance at any location where Contractor is providing Services under this
Contract. If Contractor discovers hazardous substances at any DOC facility, Contractor
may suspend the performance of the related Services at such facility until removal or
. containment of swch hazardous substances has been completed and approved by the
appropriate govemmental agency, or until such agency has confirmed that no such
removal or containment is necessary. Contractor's performance obligation shall be
extended to the extent any delay is caused by clean up or removal of hazardous
substances. In no event shall ~ontractor be responsible for the removal of hazardous
State of Washington
·CDC06840
Page 19 of33
Department af Correotions
000019
substances found on any site where Contractor shall be required to perform S~rvices.
As between Contractor and DOC, any such removal shall be the responsibility of DOC.
DOC ACCESS TO OFFENDER CALL RETRIEVAL AND PLAYBACK
Section 6.22
EQUIPMENT AFTER EXPIRATION OR TERMiNATION OF CONTRACT
Six (6) months following the expiration of the Term of this Contract, DOC shall.
have access and use, at no cost to DOC, of appropriate equipment for handling,
retrieving, playing ba'ck,and recording preexisting 'offender calt message activity.
However, if DOC deems it necessary to have access and use to equipment,for
handling, retrieVing, playing back and recording preexisting offender call message '
activity the DOC will be responsible for any maintenance or repair costs provided that
DOC shall select and engage the vendor(s) to conduct any such maintenance or make
any such repairs: Upon expiration of such the six (6) month period Contractor at its
expense will collect the components.
'
, Within ninety (90) days following the 'expiration of the Term of this Contract, DOC
shall take possession and control of the Recording Media and shall be solely
responsible for the handling, transportation and storage thereof.
Section 6.23
TRANSITION RESPONSIBILITIES OF CONTRACTOR
Upon expiration or termination of this Contract, should DOC awar.d any
succeeding contract for offender telephone service to a vendor other than the
Contractor, Contractor agrees to cooperate fully and in at! respects with DOC and the
new contracted vendor' in accomplishing an efficient and effective transfer of
responsibilities.
PART VU .• WARRANTIES AND PERFORMANCE GUARANTEES'
'"
Section 7.01
General Warranty
Contractor warrants. that the Services, the Equipment and all software used in
rendering the Services shall conform to the requirements contained in this Contact and
the Solicitation, including, but not limited to, the Speciftcations~ the relevant Written
Authorization (s), and all exhibits and attachm'ents hereto and thereto, and shall be
,performed in .a professionally diligent manner by qualified personne[ ("Satisfactory
, Work"). In addition to and without limiting any other warranty contained in this Contract,
the Services shall conform to the Specifications described in the Responses and all.
attachments thereto. Contractor warrants that the Services' and the use' of the
Equipment shall meet the manuracturer's and vendor1s specifications. Contractor also
warrants that (i) the Services, the Equipment, and an software used in the rendering of
Services, contains no computer instructions, circuitry or other technologicaf means
whose purpose is to disrupt, damage or interfere with DOC's use of its computer or
telecommunications, system or facilities, and (ii) the Services, the Equipment and all
software used in rendering of the Services wi!! be installed and will perform in a manner
State of Washington
CDC0684D
Page 20 of33
Deparnnent of Corrections
8000'20
that will not disrupt, damage or interfere with DOC's or any State Entity's use of its
computer or telecommunications systems or facilities.
Section 7.02
EQUIPMENT
In addition to and without limiting the other warranties contained in this Contract,
(i) the Equipment shall be in good working order and wi!! conform to Contractor's official
published specifications, and (ii) all Equipment shall be new or "Like-Newll , except for
Equipment already in place and previously installed under prior contracts between DOC
and Contractor.
In addition to and without limiting any other warranty contained in this Contract,
the Equipment shall conform to the Specifications described in the Solicitation, the
Response and this Contract (including, but not limited to, the Specifications contained in
Appendix 2.01 to this Contract). The foregoing notwithstanding, if there exists· any
conflict among the Specifications contained in (i) the Response, (ii) the Solicitation, or.
(iii) this Contract (inclUding, but not limited to, the Specifications contained in Appendix
2.01 to this Contract), in addition t6 and without limiting any other warranty contained in
this Contract, the order of precedence to resolve such conflict shall be the following: (1)
this Contract (inclUding, but not limited to, the Specifications contained in Appendix
2.0.1); (2) the Solicitation; then (3) the Response. Any such conflict will be resolved by
using the terms most favorable toDDC.
Section 7.03
GRADE OF SERVICE WARRANTY
In addttion to and without limiting the other warranties described.in this Contract,
Contractor warrants that the Services provided under this Contract wiIJ be at a minimum
of P.01 Busy Hour grade of service and otherwise will be provided and performed in
. accordance with a/l applicable standards of performance established by the
Specifications, this Contract, the Solicitation, the WUTC, and the FCC.
PART VIII. - REMEDIES
Section 8.01
LlQUIDAtED DAMAGES AND OTHER REMEDIES
Contractor and DOC agree that, upon notification by DOC to Contractor of the
occurrence of any· breach by Contractor described in paragraphs (i) through (iii) of
Section 8.01, DOC shall be entitled to collect from Contractor, and Contractor shall be
obllgateq to pay to DOC certain dollar mounts described below (the "Liquidated
Damages"), and DOC shaH. be entitled to the other remedies described below.
Contractor and DOC recognize that it would be difficult to prove damages in the event of
such breaches. Contractor and DOC agree that (a) the liqUidated Damages are
reasonable in light of the difficulties of proof of loss, the anticipated harm caused by
such breaches,and the inconvenience and unfeasibility of DOC otherwise obtaining an
. adequate remedy, (b) the Liquidated Damages represent an estimated amount of the
projected loss or damages that will be suffered by DOC in connection with such
breaches and are not a penalty, and (c) they have reviewed this section with their
State of Washington
CDC06840
Page 21 of33
Department of Corrections
ooooill
respective legal counsel, understand its significance, and have specifically negotiated its
terms.
(i) Excluding Force Majeure Events, in the event that Contractor breaches its
obligation to install within an agreed upon time period required under Section 2..01 or
repair, or restore working telephone service for, any offender Phone or install, repair or
restore three-way call detection and call disconnection Of calt plocking capability, and
Contractor does not cure such breach within 10 days of such breach Contractor shaH
pay to DOC the sum of $21.21 per day per affected Offender Phone, for each day that
such breach is not cured. Without limiting the foregoing, if Contractor does not cure any
such breach within twenty (20) days of such occurrence, DOC shall have the right, in
addition to the right to collect the amounts described in the prior sentence, to
immediately terminate this Contract.
.
(li) Excluding Force Majeure Events, in the event that Contractor breaches jts
obligation to 'provide (a) Monitoring and Recording Services with respect to Offender
phones, or (b) call information retrieval and search capab[[jties at each institution, the
entire Monitoring and Recording System at that 'location will be deemed' to be
inoperative. If Contractor does not cure such breach within four (4) hours after the
subject problem is reported to Contractor, Contractor shall pay DOC the sum. of $2;500
per day for each day that the breach is not cured or reasonably responded- to with
corrective action plan. Without limiting the foregoing, if Contractor does not cure any
such breach within five (5) days of such occurrence, DOC shall have the right, in
addition t6 the right to collect the amounts described in the prior sentence, to'
immediately terminate this Contract.
(iii) Excluding Force Majeure Events, in the event that Contractor breaches its ..
obligation to provide networked access·to the Monitoring and Recording System at an'
institution, the entire Monitoring and Recording System at that location will be deemed
to be inoperative. !f Contractor does not cure such breach within five (5) days of such
breach, Contractor shall pay DOC the sum pf $2,500 per day for each day that the
breach is not cured. Without limiting the foregoing, if Contractor does not cure any such
breach within ten (10) days of such occurrence, DOC shan have the right, in addition to
the right to collect the amounts described in the prior sentence, ,to immediately
terminate this Contract.
The time periods after a breach before which liqUidated Damages or termination
rights apply as described in this Section 8.01 shall control, regl;irdless of any other due
dates contained in this Contract or the appendices hereto.
For any other breach of any of Contractor's obligations under this Contract not
described in paragraphs (i) through (iii) of Section 8.01 above, DOC shall be entitled to
all remedies available under applicable law or in equity, lncluding, but not limited to, the
right to terminate this Contract and to recover from Contractor all actual damages and
costs suffered or.incurred by DOC arid any State Entity in connection with such matter,'
inciudingJ but not limited to, all costs and expenses of DOC in obtaining -replacement
services jor the Services and all attorney's fees and costs.
State of Washington
Department of Corrections
Page 22or33
CDC06840
000022
-----,---- ------~----,----------------,-----
,-'
..... -- ..,---_._,--"
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-
. --- .._ _--..
\~.
Notwithstanding the foregoing, nothing contained herein shall limit Contractor's
liability for personal injury and damage to property caused by Contractor's negligence or
tortuous act.
.
Section 8.02
ADDITJONAL REMEDIES
The remedies described in paragraphs (i) through (Hi) of Section 8.01 above are
the exclusive remedies. If DOC with respect to the specific preaches described in such
paragraphs, provided, however that (i) if DOC is entitled to recover any Liquidated
.Damages, and Contractor does not pay the same to DOC, and in connection with
DOC's enforcement orits rights, a court or other forum determines that such Liquidated
Damages are unenforceable (other than a finding that the breach underlying the
obligation to pay such Liquidated Damages did not occur), Contractor agrees that DOC,
as applicable, shall be entitled tOTecover any and all actual and consequential damages
(including lost Commission) suffered or incurred by DOC and any other State Entity in
connection with such underlying breach, (ii) DOC shall be entitled to set off from any
amounts DOC owes under this Contract any undisputed Liquidated Damages,other
damages or other amounts owed by.Contractqr under this Contract, and (iii) DOC shaH
be entitled to all equitable remedies ·available, including, but not limited to, specific·
perfc:nnance.
Section 8.03
CONSEQUENTIAL DAMAGES
Exc~pt as provided in Section 8.02, DOC shan not be entitled to recover
ci?nsequential damages (including, but not limited to, lost profits) from Contractor for.
any breach under this Contract, and Contractor shall not be liable for any lost revenues,
lost profits, lost savings or other consequential damages, arising out of any failure to·
perfonn its obligations under this Contract. Contractor shall not be entitled to recover
consequential damages (inclUding, but not limited to, lost profits) from 'DOC for any
breach under this Contract, and DOC shall not be liable for any lost revenues, lost
profits, lost savings 01" other consequential damages, arising out of any failure to
perform its obligations under this Contract.
PART IX. ~ lNDEMNITY, LIABILITIES AND RESPONSIBILITIES
Section 9.01
. INDEMNITY
Contractor shall indemnify, defend, and hold harmless each, -and every
Indemnified Party from, against and in respect of any and all loss suffered or incurred by
reason of or arising out of (1) any negtigent act or omIssion, or willful misconduct, by
Contractor, any Subcontractor, any of their officers, agents or employees, or (2) any
breach of any representation or warranty, or non-fulfillment of any covenant or
agreement,by Contractor contained In this Contract
Sectiot) 9.02
INDEMNIFICATION NOTICE
The DOC shall give notice to Contractor within twenty (20) days after it has
actual knowledge of any third-party daim as to which indemnity may be sought
.
State of Washington
Department of Corrections
CDC06840
Page 23 of 33
. ., . " 00002a
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!
i
Section 9.03
PERSONAL LIABILITIES OF PUBLIC OFFICIALS
[n carrying out the ·provisions of this Contract or authority granted by this
Contract, Contractor understands and agrees there will be no liability upon the
employees or officers of DOC, either personally or as officials Qf DOC, it being always
understood that in such matters they act as the agents and representatives of DOC.
Section 9.04
SURVIVAL
Contractor's obligations under Sections 6.01.2 (Key Personnel). 6.01.3
(Personnel Background Checks), Part VII] (Remedies), Part IX (indemnity, Liabilities
and responsibilities) and Part X[ (Miscellaneous) shall survive the termination
(regardless of the cause of termination) or expiration of this Contract.
PART
Section 10.01
x. ~ TERMINATION
DOC RIGHT TO TERMINATE FOR CAUSE.
DOC may t.erminate this Contract immediately upon notice to Contractor, or at·
'such later date as DOC may establish in such notice ·or as required under paragraph (h)
of Section 10.01, without any liability of DOC to Contractor, upon the occurrence of any.'
of the following events:
a} Federal or state laws, regulations or guidelines are modified or interpreted in
such i3way that DOC's performance under this Contract or any Written Authorization is
prohibited;
b} Contractor's failure to make any nec.essary FCC, WUTC or other' regUlatory
filing within ten (10) days of the date hereof or obtain any necessary FCC, WUTC or
other regulatory approval within thirty (30) days of the date hereof;
c) Contractor no longer holds any license or certificate that is required to perform'
the Services;
d) Any proceeding is commenced which challenges this Contract or the Services.
hereunder, or. an injunction or other order is issUed which prohibits, limits, or modifies
the performance.of this Contract or the Services under this Contract;
.
.
e). Any Change of Control Contractor occurs, for which DOC has not given prior
written consent, which consent shall not be unreasonably withheld by DOC;
f) Any event occl!rs 'for which any section of this Contract, including but not
limited to, Section 8.01, permits DOC to terminate this Contract;
g),At any time during the term of this Contract, any of the Services deteriorates or
does not meet the Specifications; or
State of Washington
COC06849
Page24 of 33
Department of Corrections
" ...i1t
000024'
h) Contractor commits any material breach or default of any representation,
warranty, covenant, indemnity or other obligation or agreement under this Gontract
(including, but not limited to, failure to provide t"1e Services under this Contract within
the time specified herein or any extension 'thereof), or fails to pursue a Written
Authorization as to endanger Contractor's performance under this Contract in
accordance with its terms and conditions, which breach, default or failure is not covered
by any of clauses (a) through (h) above, and such breach, default or failure is not cured
within thirty (30) calendar days after delivery to Contractor of notice of the same by
DOC, or such longer period as DOC may specify in such notice.
In addition to, and cumulative of, any other remedy available to DOC at law or in
equity, (1) if DOC terminates this Contract under this section and is required to install the
same or similar Services from another source, Contractor shall be liable to DOC for aJl,
costs and expenses to DOC of obtaining and installing the replacement $ervices,
including, but not limited to administrative and legal costs and expenses, and (ii)
Contractor shall be 'liable for any and aH actual damages suffered by DOC as the result
of Contractors breach of this Contract.
'
This 'Section shall not authorize DOC to terminate this Contract in order to
acquire functionally equivalent equipment from a third party.
,
Section 10.02'
I'
noc's RIGHTTO CANCEL SERV1CES
In addition to and without limiting DOC's rights to terminate this Contract in full
under any other section of this Contract, if Contractor fails to perform any: material,
obligation under this Cot)tract, and thirty (30) calendar days after receipt of written
notice describing with reasonable particularity the character of the default Contractor
has 'not cured the failure, then DOC may cancel Services under this Contract Which,
relate to the performance, without penalty, until such failure to perform is cured or finally
adjudicated. This remedy shaH be in addition to, and cumulative of, any other remedy
available to DOC, and the exercise of this remedy by DOC shall not prejudice Dr impair
the availability to DOC of any other remedy at law or in equity for breach of this
Contract
'
,Section 10.G3
Either
institutes or
proceedings;
creditors, or
ceases doing
TERMINATION FOR INSOLVENCY
Party may terminate this Contract immediately if the other Party: (1)
has instituted against it insolvency, receivership, Dr bankruptcy
Oi} is adjudged bankrupt, or makes· an assignment for the benefit of
a receiver is appointed on account of such Party's insolvency; or (iii)
business on a regular basis.
Section 10.04
TERMINATION FOR CONVENIENCE
After initiation of any of the Services, Dbc may terminate this Contract, in whole
or part, for its convenience under the following conditions by provj~ing notice of such
termination to Contractor, specifying the extent and effective date of ~uch termination:
State of Washington
Department or Corrections
--_._-------------
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CDC06840
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Page 25 of 33
_._- -._._--------- -_._-_._-_. - -_._---_ .. _------- --- .---_. __._---_.
.._._-- -'-_._-----~-~.~--_ .. _--_._--------------
10.04.1
Withdrawal by the legislature of the statutory authority of the Secretary
to operate the correctional facilities covered under this Contract or the offender
phone program; or
10.04.2
Reduction
43.88.110(2); or
of allotments
.
by
the
Governor pursuant to
RCW
Reduction by the legislature of appropriated funds or
10.04.3
10.04.4
When, in the opinion of the Secretary, continuation of the Contract
would seriously disrupt or prevent substantia! performance of the operations or
activities of the Department and the· Secretary has stated, in writing, to the
Contractor the need to terminate the Contract in whole or in part.
On the specified termination date, Contractor shan (i)· stop work under this Contract to
the extent specified in the termination notice, and (ii) cease shipment and delivery of all
Services, goods, Equipment, and software covered by the termination notice, other than
those already delivered and accepted in accordance with this Contract as. of the
termination date specified in the termination notice. Contractor shall continue to perform
those obligations under this Contract to· the extent not terminated. DOC shall not have
any liabiJityforDOC's termination of this Contract in whole· or in part under this section.
Section·10.0S . NOTICE OF TERMINATJON
In the event either Party ejects to terminate this Contract, termination shall be·
effected .by delivery via Certified mail, RETURN RECEIPT REQUESTED, to the other·
Party of a Notice of Termination specifying the extent to which the Contract is
terminated, the reasons for such termination and the date upon which such· termination
becomes effective.
.
Section 10.06
EFFECT OF TERMINATION
Within ninety (90) days following the termination of. this Contract for any reason
whatsoever, DOCshalf take possession and control of the Recording Media and shall
be solely responsible for the handling, transportation and storage thereof
..
Section 10.07
NON-PREJUDICE FOR TERMINATION
DOC's termination of this Contract shall be without waiver of prejUdice to. any
other remedy available to DOC in connection with this Contract.
PART XL - MISCELLANEOUS
Section 11.01
GOVERNING LAW,.JURISDICTION, VENUE
This Contract shall be governed and construed in accordance with the laws of
the state of Washington, without resort to any jurisdiction's conflict of raws, rules or
doctrines: Any Proceeding between DOC and Contractor that arises from or relates to
State of Washington
Department of Corrections
CDC06840
Page 26 of 33
0000· ..()6: .
~
this' Contract shall be brought and conducted solely and exclusively within the Superior
Court of Thurston County for the State of Washington. Provided, however, if a
P~oceeding must be brought in a federal forum, then it shall be brought and conducted
solely and exclusively within the United States District Court for the Western District of
Washington. CONTRACTOR, BY EXECUTION OF THIS CONTRACT, HEREBY
CONSENTS TO THE IN PERSONAM JURISDICTION OF SAID COURTS,'
Section 11.02
,
! .
RESOLUTION: OF DISPUTES
Mediation: Each Party agrees not to institute any Proceeding in connection with
this Contract until the Parties shall have attempted in good faith to submit the matters in
dispute to a non-binding mediation process. Submission of the dispute to mediation
shall not be a precondition to any action or proceeding involving temporary or
emergency relief, or the enforcement of thiEi clause itself.
'
Choosing a Mediato'r: If a dispute arises under -this Contract the Parties shaH
discuss the desired qualifications of the mediator, Either Party may suggest one or more
candidates, or may recommend that the mediator be chosen from a roster. The
mediator must be se!ected by agreement of both Partie,:;. Each Party shall promptly
disclose to the Other Party any circumstances, which would cau!3e reasonE\ble. doubt
regarding the impartiality of the individual under consideration or appoin~ed as mediator.
Any such individual shall promptly disclose any such circumstances to. the ·Parties. If
any circumstances have been disclosed, before or after the individuaf's -appointment as
mediator, the. individual shaH not serve, unless the Parties agree.
.
, Mediator Compensation: The mediator1s compensation rate wilt be determined ator before his or her appointment. Such compensation, and any other' costs' of the
me~jation, will be shared equally by the Parties, unless otherwise agreed.
Mediation Ground Rules: The ground rules for the mediation shaH be:
. a) The process is voluntary and non-binding. Either Party may withdraw at
anytime by notifying the mediator and the other Party in writing of its intent to Withdraw.
b) The mediator shall be neutral and [mpartial.
c) The mediator controls the procedural aspects of the mediatjon~ The Parties will
'cooperate fully with the mediator. .
d) There will be no direct communication between the Parties· or between .their
attorneys regarding' the mater in disp ute without the concurrence of the mediator.
e}The mediator is to n:eet and communicate separately with each Party.
f) The mediator will decide when to hold separate meetings with the Parties and
when to hold joint meetings. The mediator will fix the time and place of each session and the agenda, in consultation with the Parties.
State of Washington
CDC06840
Page 27 of 33
Department of CJ;lrrections
000027
i---------------------------- ----- --- ---- ---._.- ---------.--------
g) Each Party may be represented by more than one Person, e.g.., a starr
member and an attorney. To the funest extent possible under the law, at least one
representative of each Party will be authorized to negotiate a settlement of the dispute.
h) The process will be conducted expeditiously. Each representative will make
everY effort to be avaifabJe for meetings.
i) The mediator wHl not transmit information given to him or her by either Party to
another party, unless authorized to do so.
.
j) To the fullest extent authorized or permitted by the law, the entire process will
be confidential. The Parties and the mediator will not disclose information regarding the
process, including settlement terms, to third parties, unless' the Parties otherwise
agreed Dr unless required by law to do so. The process shaH be treated as a
compromise negotiation for the purposes of the Federal Rules of Evidence. and
Washington Evidence. Code. The mediator will not be. disqualified as a witness,
consultant or expert in any pending or future action relating to the subject matter of the
mediation including those between Persons not parties to the mediation.
k) The mediator, if a'lawyer, may freely express his or her views to the Parties on
.the legal issues of the dispute, unless a Party objects to him or her so doing.
. I) The mediator may obtain <;lssistance and independent expert advice with. the
agreement of and at the expense of the Parties.
m) The mediator will not be liable for any act or omission in connection witb his or
her role as a mediator.
'
n) ThE? Parties will refrain from court proceedings during the mediation process,
insofar as they can 'do so WIThout prejudicing their legal rights. If litigation is pending
between the Parties regarding the subject matter of the mediation, the Parties· may
agree to inform the court of the mediation' process and the name of the mediator, and
they may request a stay. of court proceedings. Insofar as possible, discovery wilL be
suspended while mediation is ongoing.
Preliminary Meetfngs: Once a mediator is selected, the Parties wHl meet jointly .
with the mediator to discuss the above ground roles and· any different or additional
ground rules the mediator or either Party wishes to propose. The Parties and the
mediator may agree on whether the Parties will be the first to make settlement
proposals, or whether they wish the mediator to make such a proposar once he or she
has familiarized herself with the dispyte.
.
.
Submission of Material: Upon entering into mediation each Party shaH submit to
the mediator such material and information as it deems necessary to familiarize the
mediator with the dispute. The mediator may request any Party to provide clarification
and additional 'information. The mediator may request each Party, separately or at a
. joint meeting, to present its case informally to the mediator.
.
State of Washington
Department of Corrections
CDC06840
Page 2B of 33
Negotiation of Settlement Terms: Once the mediator has familiarized himself or
herself with the case, he or she wi![ hold discussions with the representatives of the
Parties. The mediator will decide when to meet or confer separately with each Party,
and when to ho(d joint meetings. The mediator may assist the Parties in arriving at a
settlement in a variety of ways.
If the Parties fail to develop mutually acceptable settlement terms, the mediator,
before terminating the procedure, may submit to the parties a final settlement proposal
that he or she considers equitable to all Parties. The Parties will carefully consider such
proposal and at the request of the mediator will discuss the proposal with him or her..
Efforts to reach a settlement will continue until (a) a settlement is reached, or (b) one of .
. the Parties withdraws from the process, or (c) the mediator concludes and informs the
Parties that further efforts would not be useful.
.
If a settlement is reached, the mediator, or one of the Parties at the mediator's
request, will draft a written settlement document incorporating all settlement terms. The
draft will be circulated among the Parties, edited as necessary, and if acceptable,
formally executed.
Section 11.03
,
I
I'
I
I
i
SEVERABILITY·
If ·any provision of this Contract is declared by a court to be illegal or in conflict
with any law, the validity of the rem~ining ferms and. conditions shan oat be affected;
and the rights and obligations of the Parties shall be construed and enforced as if the'
Contr~ct did not contain the particular provision held to be invalid.
-
Section 11.04 TIME
Time is afthe essence inthis Contract.
Section 11.05
ASSIGNMENT
Except as Dtherwise prOVided herein, without the. prior written consent of DOC
(Which shaH not be unreasonably withheld); Contractor shall not assign, delegate or
transfer its rights, duties, or obligations under this Contract to any Person ·or entity, in
whole or in part, whether by assignment; merger, transfer of assets, sale of stock,
operation of law or otherwise. Notwithstanding the foregoing Dr the provisions Df Part X
(Termination) above, Contractor may assign its rights hereunder to a parent, subsidiary
or affiliate without DOC's consent; provided that (I) the assignment does not increase
the obligations of DOC regarding this Contract, (ii) such assignee or transferee shall be
SUbject to all defenses of DOC under this Contract, (iii) such assignee or transferee
shall be responsible for all of Contractors obligations under this Contract, and (iv)
Contractor shall not be released from its obligations under this Contract and Contractor
shall remain primarily liable for all of its obligations under this Contract as if no
assignment had occurred. Any attempt by Contractof, except as prOVided herein, to
assign or in any way trans.fer its interest in the Contract without such prior written
consent of DOC shall be deemed a material breach of this Contract. Written requests
State of Washington
CDCD684D
Page 29 of 33
Department oT CorreGlioos
. ~., 000029
. . - - . - . . . . .- - - - _• • • _
......._ _..
..
.
• _ _ _• • •
.
_0 _ _
,
••
'"
for DOC's consent to an assignment, delegation or transfer shalt be provided to DOC at
least ninety (90) calendar days prior to the proposed effective date oT the assignment If
DOC consents to such assignment, delegation or transfer, the assignee or transferee
shall be entitled to all of Contractor's rights under this Contract, provided that (f) the
assignment does not increase the obligations of DOC under this Contract, (ii) such
assignee or transferee shall be subject to all defenses of DOC under this Contract, (iii)
such ass(gnee or transferee shalr be responsible for all of Contractor's obligations under
this Contract, and (iv) Contractor shall not ·be released from its obligations under this
Contract and Contractor shall remain primarily liable for all of its obligations Under this
Contract as if no assignment had occurred.
The foregoing notwithstanding, Contractor may assign,' delegate or transfer its.
rights, duties or obligations under this Oontract to an Affiliate of Contractor, provided
that (i) the assignment, delegation or transfer does not increase the obligations of DOC
under this Contract, (iJ) such assignee or transferee shall be subject to all defenses of
DOC under this Contract, (iii) no change of control of Contractor shall have occurred,
and (Iv) Contractor shall not be released from its obligations under this Contract and
Contractor shall remain primarily liable for its obligations under this Contract as if no,
assignment had occurred. .
Section 11.06
SUCCESSORS IN INTEREST
The provisions of this Contract shall be binding upon and shall inure to the
benefit of the Parties fu this Contract and their respective permitted successors and
assigns.
Section 11.07 'ENTIRE AGREEMENT
This Contract, together with the Solicitation, the -Response, all written clarification
materials, all supplementary documents incorporated by .reference, all Written
Authorizations, and all exhibits and attachments hereto and thereto, constitute the entire
agreement and understanding between the Parties with respect to the SUbject matter
hereof and thereof and supersede all prior agreements and understandings,' wh(3ther
oral, writte.n, implied or expressed, relating to the subject matter hereof. .
Secti~n
I
I
I
I
11.08
INTERPRETATION OF DOCUMENTS
The documents forming this Contract (the IIContract Documents") consist of: (i)
this Conti-act; (ii) the Exhibits and/or Appendices to this Contrpct,which describe the
specific Service to be provided, the rates to be charged users of offender phones, and
other information as may be necessary regarding the Service; (iii) the other Exhibits .
and/or Appendices and/or Attachments to this Contract; (Lv) the Solicitation and all
materiaJ~ prOVided as part of or adjunct to the Solicitation, and written requests for
clarification or additional information; and (v) Contractor's Response, including all its
submittals, pricing .information, reference materials, and any other documentatiDn
submitted with the. Response and accepted by DOC, or in response to a written request
fDr clarifications to the' Proposal which may arjs~. The Contract Documents are'
State of Washington
Department of Corrections .
I
CDC06840
Page 30 of 33
~'.~
00003.0-
complementary am;l what is called for by one shall be as binding as if it were called for
by all. The Contract Documents are intended to include all details of the Services to be'
provided and the manner of provisiDn, in case Df conflict amDng any of the Contract
DDcuments, the order of precedence to resolve such conflict shall be the following: (1)
this Contract and its Appendices, Exhibits, and Attachments; (2) the Solicitation; (3) the
Response; (4) written clarifications; (5) written sUbmittals; then (6) Certificates of
Insurance. Without Iimfting the foregoing, any comments by Contractor contpined in the
Response Dr any attachments to the Response which limit the requirements contained
in this Contract or the Solicitation or which contain descriptive language or items which
are not as favorable to DOC as the language or items contained in this Contract or the
Solicitation shall not be deemed tD be accepted and agreed to by Do.C unless such
CDmments are specific<;:llly written into this Contract or the Appen.dices to this Contract.
-I
Section 11.09
AMENDMENTS, WAIVERS
This Contract may not be amended except by an instrument in writing signed on
behalf of each of the Parties hereto. No term or condition of this Contract may be
waived except by an instrument in writing signed by the Party against whom such
waiver 1s sought to be enforced.
Section 11.10
CAPTIONS
The captions or headings in this Contract are for .convenience only, and in no
way define, limit, or amend the scope or intent of any provision of this Contract. Any
cross-references provided are for convenience only and in no way IlmitaU references to
a particular subject.
Section 11.11
WAIVER
Fa!!ure of DOC to enforce any provision. of this Contract shall not constitute a.
waiver or relinquishment by DOC of the right to. such performance in the future nor of
the right to enforce that or apy other provision of this Contract, nor bar DOC from
enforcing strict performance of such provision in any subsequent instance.
Section 11.12
FORCE MAJEURE
Except with respect to defaults of Subcontractors for which Contractor shall be
responsible, neither Party shall be held responsible for any delay in performance or
fa.ilure to perform caused by fires, strikes, embargoes, computer faHures resulting from
situations out of Contractor's contra!, power outage, civil or military authorities, .acts of
God, or other conditions beyond the reasonable control and not caused or contributed
to by fault or negligence· of the Party (each a "Force Majeure Event"). This provision as
it relates to strikes shall apply only to failure to perform or delay in installation of the
Services, and does not relieve .Contractor from making every reasonable effort to
maintain, repair, or restore the Services. If the delays are caused by the default of a
Subcontractor, and if such default arises out of causes beyond the control of both
Contractor and its SUbcontractor, and without the fault or negligence of any of them,
Stale of Washington .
CDC06840
Page 31 of33
Departmeni of Correciions
~ ••!!
000031
Contractor will not be liable for damages for delays, unless the Supplies or services to
be furnished by their Subcontractors were obtainable from other sources in sufficient
time to permit Contractor to meet the required schedule.
'
In the event of a reduction or interruption of Services subject to this Section,
Contractor shall employ its best efforts to restore the Services to DOC on the highest
priorit~{ basis consistent with applicable statutes, roles, regulations, or Qther v?Hd law.
.'
Section 11.13
.i
NOTICES
All notices, requests, demands or other communications required by or otherwise
with respect to this Contract shan be in writing and shaH be deemed to have been dUly
given to any party when delivered' persona1ly (by courier service or otherwise), when
delivered by facsimile and confirmed byfetum facsimile, or seven days after being
mailed by first-class mail, postage prepaid anc;l return-receipt requested in each case to
th.~ applicable addresses set forth below:
'
IF TO CONTRACTOR: 100 W.Monroe, Suite 2101
Chicago, IlIinots 60603
Attn: Legal Department
IF TO DOC (by mail):
POBox 41114
Olympia, Washington 98504.;1114
Attn: Contracts and Legal Affairs
IF TO DOC (by carrier): 7345 Linderson Way SW
Tumwater, Washington 98511
Attn: Contracts and Legal Affairs
or to such other address as such Party shall have designated by notice so given to each
other Party.
Section11.14
CONTRACTOR'S INFORMATION AND PROPERTY
"Confidential Information" shall mean any technical or business information,
.including third-party information, marked as confidential or proprietary and furnished,
disclosed or made available in connection with this Contract, in any form or medium, by ,
one Party to the other, including, without limitation, specifications, prototypes, software,
models, drawings, marketing plans, financial data and personnel statistics. Confidential
Information does not include information which (1) the recipient knew or had in its
possession prior to disclosure, without confidential limitation; (2) is lndependently
developed by the recipient without breach. of this Contract; (3), becomes pUblicly,
State of Washington '
CDC06840
Page 32oi33
Department of Corr~ctions
I
r--,
.''''~ 000032
-~~-, .---~~~--~~, ~~---~-~---~-~--' --~-~---~---":~-:'-'--::::---.':==-"-.'::'::'_---=-:"'='-::----=:::::''':'''':~-'':''=-=-----'-:'-~=-'-~'.'
'-----~~--
available without breach ofthis Contract; (4) is received rightfully from a third party and
without obligation of confidentiality; or (5) is disclosed without restriction by the
disclosing party.
Except as may be required by applicable Jaw (including without limitation
Washington's Public Records law, RCW 42.17), regulations, legal or agency· order,·
demand or process, neither Party shall disclose to a third party any Confidential.
Information without the prior written consent of the other Party.
INCORPORATfON BY REFERENCE
Section 11.15
All of the provisions of the Solicitation are incorporated herein and made a part of
this Contract, except to the extent specifically modified by the terms of this Contract, in
which event the terms of this Contract shall control. If there should exist a conflict
between the express requirements of terms of this Contracfor the Appendices or:other
Attachments hereto and the provisions of the SbJicitation, such conflict shall be resolved
according to the order of precedence described in Section 11.08. Any reference in the
Solicitation to the term Service shall be deemed to be a reference to the term "Services"
as defined in this Contract. To the extent not in conflict with the obligations under this
Contract, the Parties hereto agree (and Contractor agrees to cause all SUbcontractors)
to comply with the obligations contained in Part H, Terms and Conditions, of the
Solicitation.
Section 11.16
EXECUTION AND. COUNTERPARTS
,
This Contract may be executed in several. counterparts, each of which shall be
an original, all of which shall cOnstitute one and the same instrument.
State of Washington
Department of Corrections
FSH Communications, LLC
i-
Ha'rOidW. Clarke
I
~AJip;-~~
Steven Loggans
Secretary
Vice President/General Manager
C)·p)ej L
Date
/"2, 'Z Do-6
;
Date
Approved as to Form:
BY~~
Assistant Attorney Gene
State of Washington
Department of Corrections
, CDC06840
Page 33 of 33
APPENDIX 1.01
DEFINITIONS
Additional Services: Any Services initiated or instaHecf under this Contract
beyond the Initial Services, including, but not limited to, (i) any installation of new
Offender phones requested to be installed by DOC, or (ii) any removal of
Offender phones requested to be removed by DOC.
Attorney Phones: Those offender phones that are specifically set aside for
an offender to contact his/her attorney, these caBs are considered privileged and
are not monitored or recorded as they are separate and are not processed
through the Focus 100.
Change of Control: Any transfer of more than fifty percent (50%) of the voting
securities of a Person or transfer of the power to direct or cause the dire.ctian of
management policies (Whether through ownership of securities or partnership or
other ownership interest, by contract, operation of Jawor otherwise).
Day: A calendar day, except as otherwise so stated.
DOC: State of Washington, Department of Corrections.
DOC System Cutover: The Department-wide change from the current
contract providers of equipment and service to the equipment and service
prOViders under this Contract.
Emergency: A problem or, outage (including nonfunctioning of vital
features of the Focus 100 such as cal! blocking) that'could potentially result in
injury (broken glass, exposed wires), loss of life, or is security threatening.
!
I
.
Equipment: All equipment installed or made avaHable by Contractor,
according to its offender eqUipment standards, in connection with the delivery of
the Services, including, but not limited to, the offender phones, the Monftoring
and RecordIng Systems equipment, and. all equipment previously installed by
Contractor under other contracts. between DOC and Contractor which is
permitted to be used by Contractor under this Contract. .
Extended Term: Is as defined in Part IV.
FCC: The Federal Communications Commission.
Focus 100: Value-Added Communications.' t;)ffender Call Monitoring and
Recording System.
GAAP or generally accepted accounting principles: United States
generally accepted accountlilg principles recommended from time to time by the
Financial Accounting Standards Board.
State of Washington
Department of Corrections
CDC06840
Page 1 of3
.Appendix 1.01
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Indemnified Parties or Indemnified Party: DOC, all State Entitles, their
officers, divisions, agents, employees, and representatives,
[nitial Services: Any Services required under Appendix 2.01 to be installed
and operational as soon as possible after the date of execution of this Contract
without the need for any Written Authorization ..
Initial Term: Is as defined in Part IV.
IRS: Internal Revenue Service:
Key Personnel: Specific personnel of Contractor deemed by DOC to be
key personnel to the support of this Contract.
.
Like-New: Equipment that is refurbished, at a minimum, to all original.
factory specifications. Refurbish[ng shall be done by Contractor or its contracted
. representatives· at an ISO 9000 qualified refurbishment facility. Appearance and
operation of the EqLiipment shall be the same as new.
Loss: Any and all loss, dam~ge, claim, obligation, liability, cost and
expense (including, but not limited to, reasonable attorney and other professional
fees and costs and expenses incurred in "investigating, preparing, defending
against or prosecuting any Proceeding).
Monitoring. and Recording Services: The monitoring and recording
servjces for the offender phones described· more fully in Appendix 2.1.
Monitoring and Recording Systems: The ,Equipment, software and other
products utilized by DOC and Contractor to provide· the Monitoring and
Recording services described in Appendix 2.1.
.
Offender Phone. Services: That portion of the Services related to the
Offender phones.
Offender phones: All telephones located in DOC owned or operated
facilities that are available for use by DOC off~nders.
Person: Any individual Dr corporation, company, general partnership,
·limited partnership, limited liability company, limited liability partnership, trust,
incorporated or unincorporated association, joint·venture, governmental authoritY
Dr other entity of any kind.
Proceeding:·Any protest, investigation, arbitration. claim, action, or suit.
RCW: Revised Code of Washington
CDC06840
Appendix 1.01
State of Washington
Department of Corrections
Page 2of3
000035
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Recording Media: The DAT tapes, CD's, diskettes and other recording
media used in connection with th.e offender phones and the Monitoring and
Recording Systems.
.
.
.
Response: Contractor's written Response to Solicitation #CRFP6446' for
DOC of Washington Offender Telephones submitted by FSH Communications
LCC, including a[l pricing information, attachments, reference materials, and
wrtttel} clarifications submitted as part of the response to the Solicitation, and
additional information provided in response to subsequent requests or inquiries
from DOC.
.
Spedfications: All requirements and specifications set forth in this
Contract, the Solicitation, the Response and all appendices and other
attachments to this Contact, the Solicitation and the Response, including, but not
limited to, the performance requirements and specifications for the Service' set
forth in Appendix 2.01 to'this Contract.
. Station Wiring: The wiring from the phone closet to the instrument.
Subcontractor: The individual, firm, corporation, or organization having a
direct contract with Contractor to furnish Service, either wholly as described in
the Contract, or in support of or as part of Service, which is 'the responsibilIty of
Contractor.
I·
Term: The Initial Term together with any Extended Term.
Transfer: To grant, sell, assign, encumber, permit the utijization of,
.license, lease, sublease or otherwise convey, directly or indirectly, in whole orin
part.
Turnkey: Complete installation including all craft working, training·, etc, as
. necessary to fully implement or operate a system. All that remaIns is for the end
user customer to tum the key.
WAC: The Washington !'dministrative Code.
WUTC: The Wasbington Utilities and Transportation Commission.
state of Washington
Department of Corrections
CDC06840
Appendix 1.01
Page 3 of3
."'~~ 0000a6 ,
APPENDIX 2.01 SERVICE
Contractor agrees to provide to DOC, the following Services (individuafly,
a "Service", and collectively, the "Services")' pertaining to Offender phones
currently installed and which may be installed in the future dUring the Term of this
Contract.
.
.
The requirements of the Solicitation and representations about· the
:Services to be provided contained in the Response are incorporated herein by
this reference to the extent they are not. inconsistent with or less protective to
DOC. If there is any conflict or inconsistency between the 'Solicitation, the
Response and this Appendix, the terms of this Appendix shall control.
Offender phones connected to Call Monitoring and Recording Systems
.
Contractor, at its expense, shaH provide, instaH, maintain and keep in
operation Offender phones which shall be the Contractor's standard coinless
tel!3phone station equipment (including tine activation) designed for and capable
of providing service to offenders at all Jocations within DOC facilities where
Offender phones are currently installed and may be requested by DOC to·'be
installed in the future in existing facilities, in expansion of eXi.sting facilities,or in
new construction under way or yet to be initiated. To the extent not inconsistent
with the requirements set forth in this Appendix and elsewhere in the Contract,
. these Offender phones shall be constructed and configured, and shall perform,
as represented in the. any manufacturer brochure or in Contractor's Proposal,
and/or equivalent Installation shall include line activation, and interconnection
with Monitoring and Recording Systems eqUipment where eqUipped:
OFFENDER PHONES & ENCLOSURES . Contractor' will proVide offender telephones (Western Electric 10A,
modified 1D2 Coinless lnmate Telephone or Wintel 7090) as described in its
proposal specifications during the term of the contract. Contractor's offender
equipment standards are to prov:ide offender telephones within a DOC facility in
one of the following manners:
'
•
!
I
Offender Telephone secured directly to a wall;
•
Offender Telephone secured directly to, a wall in a Shelf Enclosure. Shelf
endosurescome in two sizes, the smaller measuring 29 inches high, 19
inches wide and 11 inches deep. The wider unit measures 29 inches high, 23
inches wide, and 1? inches deep.
•
Offender Telephooe secLlred in an enclosure attached to a pedestal. The L31
Space Saver is a small enclosure measuring approximateiy 61 inches high,
j'
I
State of Washington
Department of Corrections
CDC06840
Page'1ofB
Appendix 2.01
___ 1
141h inches wide and 12 inches deep with pedestal. Without the pedestal, the.
enclosure is 29~inches high and 9% inches deep.
•
Offender Telephone secured in a fuJI size telephone booth. The BN500 Booth
is a full-sized enclosure measuring approximately 85 inches high, 34 inches
wide and 30 illches deep.
•
Battery powered TOOs wj[j be provided to the DOC which will enable a
hearing impaired inmate to place a TOO call from the standard installed
Offender Telephone. The Ultratec SuperPrint model 200. The model 200
has a printout for locations that would like a record of the TTY conversation.
Number of TOO units will be mutually agreed upon between the DOC and
FSH.
In all cases where an offender phone is secured the installation will be done in
such a manner that the material will not be easily removed through normal wear
and tear; and will be replaced at any time· should there be a material breakdown
of the equipment or offender telephone.
It is understood that the Contractor stocks offender telephones and enclosures
described herein and in its proposal; and as such are considered standard.
Any request to customize any equipment beyond those specified in the contract
and proposal will be discussed between the parties to assess the cost impact of
~uch request.
FSH-PROVIOED WORKSTATIONS
As the DOC intends to utilize its own· state~owned workstations, at a future
date when the state's Information Technology organization completes its upgrade
of internal systems and infrastructure; until such time as said.' state-owned
'Work;:;tations are functional FSH will provide the DOC with approximately thirtythree (33) workstations for their use to access the Focus 100 system.
Workstations come eqUipped with the' necessary hardware' and software to
enable access and use of the Focus 100 system. Each·workstation will include a
monitor, printer, UPS (uninterrupted power supply), headphones and CD burner.
The workstations will be returned to FSH' in satisfactory condition, less normal
. wear and tear, and must be returned in the same configuration ·as supplied (e.g.
if workstation Is prOVided with. a flat pane[ monitor, same monitor must be
returned with the workstation).
Any unauthorized software, including Trackdown, installed DO these workstations
by the DOC will be at the DOC's expense and must be approved in advance in
writing by Contractor. The DOC will be responsible for all expenses relating to
the additional software and any expenses incurred 'by VAC or FSH as a result of
the DOC's' software causing any' service related problems to either the
. workstation(s) or to the Focus100 systern(s) or associated equipment.
State of Washington
Department of Corrections
CDC06840
Page 2of6
Appendix 2.01
0000.38
Contractor will engineer each Focus 100 system with the appropriate
number of trunks needed, by facility, to manage eXisting call volumes which wifl
be at a minimum of P.01 Busy Hour grade of service. Following the initial system
turnup, Contractor will continue. to monitor and adjust, when necessary, the
number of lines required to handle any change in eall volume.
All offender phones shaH be installed with a cutoff switch located in a
controlled area that, when activated, can physically disable the telephone to
prevent any incoming or outgoing calls and disrupt any call in. progress, A call
deactivation capability shall also be provided that will allow DOC personnel to
disable any offender phone from a local control center or area designated by
DOC where station wire can be installed and cable provided by the DOC.
Al! Offender phones provided under this Contract shaH be installed [n
compliance with current ADA (Americans with Disabilities Act) requirements,
contain no removable parts, and be designed, constructed, and instalied in such
a mariner as to minimize vandalism and destruction of property and to present no'
safety hazard to the user. Telephone Devices for the Deaf (TOO acoustic
couplers) shall be provided where required at each DOC facility.
The DOC may request that privileged attorney calls be allowed to be
made from the installed offender phones.. It is understood that such. calls, if
processed through the Focus i 00, will not be recorded and should not be
monitored. Such a request will include a comparative reduction in the number of
separately proVided attomey phones.
Contractor shall have emergency support personnel available. 24 hours
per day, seven days per week to respond to Offender phone outages. For normal
repair and maintenance work, field technidans and their supervisors shall be
available five (5) days a week, between 7:00 a.m. and 4:00 p:m. The repair
interval for a minor repair fix or maintehance shall be 24 hours or Jess, five (5)
days a week. A major repair fix shall be. completed within four (4) hours after the
outage is reported. A major failure is an outage that may cause injUry Or a Iifethreatening situation. Instructions will be provided. to the DOC regarding. the
method of contact, during and after hours, and may be modified during the term;
however no modification will change the response requirements set forth in the
.Contract.
.
Contractor s~all provide the following for all Offender Phones:
(i) 24 hour per day, seven days per week operator service for call handling,
complaint reports, and credit adjustments for cutoffs and poor transmission
quality;
(2) A 24-hour per day, seven days per week toll-free number for reporting
telephone set troubles;
State of Washington
CDC06840
Department of Corrections
Pages ofB
Appendix 2.01
•.;.~ 0000.3 9
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(3) A minimum of two alternate language voice prompts (English and Spanish)
for Offender Phones;
(4) Thp ability to place calls to all domestic and international locations within the
North American Diating Plan;
.
(5) P.01 Busy Hour grade of service;
(6) Less than one percent of phone calls shall be lost due to hardware/software
failure;
(7) Easy to understand charge records for users of Offender Phones or recipients
of collect calls;
(8) Methods to control fraud using Offender Phones; and
(9) An signage and notices required by the FCC, the WUTC, and DOC.
Within 60 days of theelose cif Contractor's fiscal year, an annual report
containing an inventory of the telephone numbers and locations ror· each
Offender Phone Dovered by this Contract shall be provided to DOC.
!
;
Contractor or its Subcontractors shall provide, at its expense, local and
long di$tance (i ntraLATA, interLATA, intrastate, interstate, and international)
calling service for all of the offender phones located on properties owned or
operated by DOC including those currently installed and those yet to be identified
or installed in the future during the term of this Contract.
'.
.
All local and long distance services whether provfded with Contractors
resources and over its network, Dr with the resources and networks of other .
telecommunications companies shall integrate with. one another and operate
seamlessly. Full reporting of all usage for all calling services shaH be proVided.
Contractor shall also provide seven days per week, 24 hour per day access to·
professional security and fraud monitoring, and fUlly interactive call trace
capability that will immediately report' the addresses of call origins where
technology permits. .
.
Contractor shall meet with DOC personnel, on a quarterly basis, during
the Term ofthis Contract, to review and discuss ContraCto~s performance under
this Contract.
Contractor or its Subcontractors, at its expense, shall provide local, long
distance (intraLATAr .interLATA, intrastate, and interstate) and 'international
calling service and its standard equipment for all of the Offender phones located
within all DOC facilities both currently installed and as may be .installed in the
.future during the Tenn of this Contract, in expansion of existing facmties or in
new construction under way or yet to be initiated.
State of Washington
Department of Corrections
CDC06840
Page 4of6
Appendix 2.01
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Offender Calling System
The Contractor will provide an Offender, Calling System as set forth in the
SoHcitation and the Response which are incorporated herein by this reference.
Offender Call Monitoring and Recording System
The Contractor will provide an Offender Call Monitoring and Recording System
(Focus 100) as set ~orth in the Solicitation and the Response, which, are
incorporated herein I;>y this reference. By separate document the Contractor and
DOC shall describe the functional requirements required for DOC to implement
the VAC inmate telephone system. Said document shall be identified as "State of
Washington Department of Corrections Statement of Work (SOW)" which shall
be incorporated into the Contract by this reference.
All DOC prison facilities wrJI have installed either in a control center or
master control center live-monitoring equipment. Such installation will occur
consistent with Contractor's Implementation Plan or as otherwise mutually
agreed. Focus 100 equipment will be provided by Contractor in accordance with
the Response. .
.
'Work stations, where needed, will be provided by FSH or VAC
programmed to interface with the VAC Focus100 systems. Any unauthorized
software installed on these workstations by DOC will be at DOC's expense and
must be approved in advance in writing by FSH. DOC wi![ be responsible for all
expenses relating to the additional software and any expen$es incurred by VAC
or FSH as a result of DOC's software causing any service 'related problems to"
, either the worksfation(s) or to the Focus100 system(s) or associated equipment.
Trouble Reporting and Repair Response
Contractor shaH piOvide a 24-hour per day, seven (7) days per week tollfree number for reporting troubles requiring repair. A trouble call to the toll free
number shall result in an immediate trouble ticket wfth an appropriate trouble
diagnosis and'repair resPQnse.
Repair response shall consist at a minimum of a qualified technician on
site or remotely connected to, the system. At a minimum, the technician shall
have adequate replacement components to complete the repair of port modUles,
power supplies, and phone components.
Contractor shall have emergency support personnelavaHable 24 hours
per day, seven (7) days per week to respond to fanures or trouble with OffE}nder
phones, the offender call system, or the offender call monitoring and recording .
system. For normal repair and maintenance work, field technicians and their
supervisors shalf be available five days a week, between 7:0~ a.m. and 4:~O p.m.
State of Washington
Department of Corrections
CDCOB84D
Appendix 2.01
Page 5o'fB
'·r." 000041 .
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Minor failures or routine maintenance shall be completed within 24 hours
or less, five (5) days a week. A minor failure is defined as any fatlure less than a
major failure.
'
Contractor shall respond to major failures within two (2) hours of when the
failure is reported. Such response shall consist Df a status report DT the failure,
which shall be determined by remote-access or by a trained specialist on site.
The repair shall be completed by the earlier of (i) four (4) hours after CDntractor
responds to the fanure, or (ii) eight (8) hours after the failure is reported. A major
failure is qefined as a loss of call monitoring or call removal capabiHties or a
catastrophic failure. A catastrophic failure includes any event that causes 25% or
more of the phones at anyone site to be unable to process calls, or the complete
loss of avaflabiHty of any sIngle facility service, including compDnent fanures
terminating service, network service failures terminating call[ng, downtime for
routine or remedial maintenance during normally scheduled times in whiGh the
eq'uipment is supposed to be available for use, or any case in which a facility
management considers it necessary to shut the system down because of
'component failure related to the 1rsaf~ and orderly" operation of the 'facility, or
because continuing operation would result in financial loss.
Contractor shall provide such personal background data as is required by
DOC on any' of the Contractor's or' its subcontractors' personnel entering a
correctional facility.
'
,
Contractor shalf provide the Inmate Repair Self-Reporting services as
outlined in its proposal to facilitate rapid response to rep~ir needs as identified by
an Offender (e.g. h'andset is broken) or to address call completion questions.
I
I.
State of Washington
Department of Corrections
CDC0684D
Page 6of6
Appen~ix 2.01
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000042
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APPENQIX 3.01
A.
,i
Calling Plans
Contractor shall within 120 days from the Agreement's execution date or
upon date of DOC System Cutover, which ever is earlier, and throughout the
term of the Contract, including any extensions thereof, offer 1) a traditional or
direct bill calling plan for offender family and friends on approved offender phone
caJllists; 2) a discounted Advance Pay (pre-paid). callfng plan for offender family
and friends on approved offender phone call lists; 3) a pre-paid debit calling plan
that may be funded by individual offenders at a discounted rate through accounts
established in facility commissaries, or otherwise as may be determined by DOC,
4) one complimentary call for each offender each year, and 5) one preps'id calling
card ($10.00 value) to be provided by, DOC to an offender upon his/her release
, from incarceration.. Calling plans will be implemented Department-wide unless
otherwise requested by the Secretary.
Any program under which Contractor denies or blocks calls for the
purpose of limiting abuse of credit or to limit consumer debt is subject to approval
by DOC, and shall be proposed to DOC at least sixty (60) days in advance ofthe
, date the. program is proposed to take ,effect.
Call Costs
Call costs, as detailed below, clearly demonstrate the parties' desire and
willingness to' develop creative, cost effective rates for the offender' or called
party while providing minimum positive margins for the Contractor and sufficient
revenues for the activities funded from the Institutional Welfare Betterment
Account. Can costs will be effective upon date of DOC System Cutover, but no
iaterthan 120 days from the Agreement's execution date unless othervvise
requested by the Secretary
FSH will provide a flat rate of $3.50 for an collect calls, up to 20 minutes in
length, which terminate in the local intra LATA, interLATPJlntrastate', or
interLATAIinterstate boundary applicable to the State, of Washington. Advance
Payor Debit calls that fall into these LATA boundaries will receive a 10%,
discount.
.
,
lnterstate calls that terminate outside of these boundaries will be $0.89 per
minute plus a $4.95 surcharge.
lntemationalcall costs vary by call destination' - see International Chart
below
These rates and surcharges shall constitute' the total costs to consumers
or offenders. No additional rates or charges per call, per minute, per mileage
band may be imposed (except for applicable taxes and charges as approved by
CDC06840
Stale of Washington
Department of CorrectJpns
Page 1 of7
Appendi~ 3.01
000043
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FCC or state public utilities commission), and no additional rate periods applied
.without the virritten consent oT DOC. Any changes to rates, surcharges or
discounts proposed· during the term of a contract e>-..iension Will be mutually
negotiated and "agreed between the parties as described in Section 7 of the
Solicitation. Adjustments in phone rates will be considered by the DOC when
provided written notice of any proposed change in rates with sufficient
documentation to justify request
Advance Pay Accounts
FSH will provide instructions for offender families and friends describing
the steps necessary to set up an Advance Pay Account. Advance Pay accounts
set up by the. called party who is authorized to receive offender calls will be
charged a non~refundable $10.00 account setup fee. This fee will be deducted
only once and is necessary to pay for the cost of the call center for initial ac;;count
set up and administration. The minimum account funding will be $50.00 and the
maximum will be $200.00 for each account. Once an account is established,
caIling will be allowed as long as funds are available in the account. As the
account balance nears zero (D), the called party will be played a message with
instructions to contact the call oenter to add funds to the account so that calling is
not interrupted. Each account may only be funded once per day. Once an inmate
is released from custody, the owner of the pre-paid account may fully use any
remaining account balance by" calling a toll free number to receive a telephone
number al)d PIN number which will allow them to place calls to any domestic
(USA) number similar to a calling card. Alternatively, pre-paid account holders
may request a refunG! of the unused funds in their account ~y prOViding VAC a
.written request. There will be a charge of $10.00 to provide a refund check for
any pre-paid account. This fee will be deducted from the available funds in the
pre-paid account prior to l?suing the refund.
Offender Debit Calling
Contractor shall also develop a pre-paid debit calling plan that may be
funded by individual offenders to receive a discounted rate, through accounfs
established in facility commissaries, or otherwise as may be determined by DOC.
This plan shaU be offered as a voluritar,y alternative to the ordinarY collect-call
procedure. The offender pre-paid· debit calling plan shall· not be offered to
offenders or implemented by Contractor until reviewed and approved by th.e
Secretary of DOC. Contractor shall be responsible for providing staffing and" any
other resources necessary to implement an offender pre-paid debit calling plan.
.
B.
"
Basis and Guarantee for Commissions Paid to DOC
1. The DOC shan receive as a commission 51.00% of the amount billed
for all· accepted calls. In the case of calls m?de urider·-a pre-paid caHing plan,
amounts debited against the account shall represent accepted calls.
" State of WaShington
Department of Corrections
CDC06840
Appendix 3.01
Page2of7
/- . . 00004 1
~
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2. The DOC shall receive annually the sum of FIVE MILLION ONE
HUNDRED THOUSAND DOLLARRS ($5,100,000.00) as its minimum
commission, paid quarterly, as nonrefundable advance payments, regardless of
whether that amount is greater than 51 .00% of the amount billed for all accepted
calls actually made during that year. If the cumulative amount of commissions
derived by applying the commission rate of 51.00% to the total amount billed for
all accepted calls actually made during that year exceeds the advance payments,
then the DOC shall receive an additional payment, as set forth ,in Paragraph C
below. If the cumulative amount of commissions derived by applying the
commission rate of 51.00% of the total amount billed for all accepted cal!s
actually made during that year falls below the amount of the advance payments,
the DOC shall not reimburse Contractor for the amount of the deficit.
3. Contractor shall provide a monthly report to the Department -of
Corrections indicating the total number of accepted calls, including how call was
paid .and the associated amounts, number of attempted calls, and number of
minutes billed for [ocal, intraLATA, interLATA, interstate, international and any
.other tariff schedule 'used as a basis for payment of DOC's commission. The
report shall reflect such numbers and amounts Qn both a facflity level and in
aggregate totals for the Department, and shall be' submitted to the Department
no later than the 20 th day·of the following month.
.
4. V'pon an award of a succeeding ~ontract for offender telephone service
toa vendor other than Contractor, occurring during a contract year and in an
instance in which the termination of the contract herein is not due to a material
. breach of the contract by Contractor, if, ~s of the transition date, the cumulative
amount of commissions derived by applying the ·commission rate of 51.00% of
the total amount billed for all~c.cepted calls actually made during the transition
year falls below the amount of the advance payments made by Contractor
pursuant to Paragraph B(1) above, the DOC shaH require the new vendor to
reimburse Cpntractor for the amount of the deficit as a condition to the
transitioning of the service. Reimbursement of a commission deficit Shall not be
required if the contract is terminated for any reason effectrve on a contract
anniversary date, and in no event shaH the DOC be liable for any commission
reimbursement.
Co
Payment of Commissions
i. The guaranteed commission of $5,100,000.00 shall be paid to the
DOC in quarterly installments of $1,275,000.00 due no later ~han the 30 th day of
January, April, July and October of each calendar year. The payment of the first
installment V\~1I be prorated at a rate of thirteen thousand ntrie hundred seventy~·
two dollars and sixty cents ($13,,972.60) per day for the quarter in which the
contract is fully executed.
2. Any additional commission payment due to DOC shall be' paid in full
and remitted separately from the_ quarterly installment payments to the
CDC06840
Appendix 3.01
state of Washington
Department of Corrections
.. ,.-=-:,-:
,
__ .-
.. , -
Pagi= 30f7
-- "
-._..__ . -
'-"-- "-"
,
!
I
Department of Corrections on or before January 30th of the succeeding contract
year (the first additional cOl")1mission payment, if any, shalf be due on January 30,
2007). Contractor shall notify DOC of additional commission calculated and owed
. under this Contract. It is understood by the parties that it is the intent of the DOC
to mitigate where possible offender, family or friend costs of offender calls.
Contractor will use lts best efforts to assist the DOC ·in determining eac~ year the
best use of any ,additional commission for such purpose.
3. All quarterly commission payments shall be made payabfe to "The
Washington State Department of Corrections," and shall, be .directed to
WashingtDn State Department of CDrrections, Business Services, PO Box 41107,
Olympia, WA 98504-1107 Attn: Janet Ensley. DOC will provide direction to the
Contractor for payment of additional commission. At the DOC's request
commissions will be remitted via electronic wire transfer. Such request must be
made in writing and contain alf applicable bank routing information to facilitate
such transfer.
4. The guaranteed commission for each SUbsequent calendar year wi[] be
adjusted on January 1st of each year, based on the fiscal year U.S. Implicit Price
Deflator (lDP) published in the June volume of the Washington Economic and
Revenue Forecast. The DOC wlii provide this information to the vendor no later
than August 1st of each calendar year.
5. Any change in rates or commission will be mutually agreed upon' and,
will not creat~ a substantial impact to the expenses incurred by the vendor.
i
I
I
I
1
I
, State ofWashington
Department of Corrections
I
I:
. - - - .__ 1
Page 4 oi7
CDC0684D
Appendix 3.01
000'046
.
._
. _ _.
.
.-. __ ,-_.
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-._-----------~-.---~-----~-._~----~
I
INTERNATlo.NAL RATES - DEBIT ONLY
Country
Code
0]]93
011355
Country
Code
Country
Per Min. Rate
Afghanistan
$5.01
011238
Albania
$2.28
345
I
I
011213
Algeria
$1.79
011236 .
011684
American
Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua
(Barbuda)
Argentina
A..'TIIenia
Aruba
Australia
$2.39
011235
$1.31
01156
$2.93
$1.86
01186
01157
$4.81
011506
$1.36
011385
$1.44
$2.66
$1.31
01153
01145
011376
011244
264
011672
268
01154
011374
011297'
01161
767
809
$0.77
"
01143
011994
242
01197.3
011880
246
01132
011501
011229
441
011975
0.11591
011387
011267
01155
284
011359
'011226
011257
I
011855
011237
1
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh .
Barbados
Belgium
Belize
Benin
Bermuda.
B11utan
Bolivia
BosniaHerze,g;ovina
Botswana
Brazil
British Virgin
IslandS
Bulgaria
Burkina Easo
Btlrundi
Cambodia
Cameroon
Canada
State ofWashing ton
Department of Corrections
$1.43
$2.12
$0.76
$2.22
.
$3.20
$1.65
011593
01120
011503
011358 .
01133
011241
011220
$1.04
$1.94
$2.28
011233
$1.08
$5.07
01130
473
$1.87
$1.94
011592
$2.28
01149
011502
Per Min. Rate
Cape Verde
Island
$2.66
Cavrnan
$1.14
I
Islands
Central
African
Republic
Chad Republic
Chile
China
Colombia
Costa Rica
Croatia
Cuba
Denmark.
.Dominica
Dominican
Republic
Ecuador
Egypt.
El Salvador
Finland
F!lIDce
Gabon
Gambia
Germany,
Ghana
Greece
Grenada
Guatemala
Guyana
$4.00
$4.81
$1.11
$251
$1.72
$1.60
$1.94
$2.37
$1.05
$1.21
$1.01
$2.02
$2.25
$1.57
$1.06
$0.64
$2.25
$2.00
$0.66
$1.78
$1.39
'$1.64
$1.49
$2.59
Haiti
Honduras
Hong Kong
$1.41
01136
Hungary
$1.23
01191
India
Indonesia
Iran
Iraq
Ireland
$1.26
011509
011504
$1.29
.011852
$1.55
$2.93
$5.64
$4.99
$2.49
$0.44
Country
01162
01198
011964
011353
CDC06840
Appendix 3.01
$2.06
$2.02
$2.49
$1.85
$3.00
$4.08
$0.94
Page 5 of7
·..··.. 000047
Per Min. Rate
Country
Per Min. Rate
011972
Israel
$1.73
Country
Code
01165
Singapore
$1.25
01139
Italy
$1.06
01 J421
Slovakia
$1.58
Jamaica
$2.16
011386
$1.94
Japan
$0.78
011252
Slovenia,
Republic of
Somalia
Korea, South
S1.26
$5.16 .
01127
South Africa
01134
Spain
$1.55
$1.28
Country
Country
Code
876
0118]
01182
011856
Laos
$7.05
011371
Latvia
:1:2.12
869
St. Kitts
$1.37
011961
Lebanon
$2.39
758
St. Lucia
$1.62
011231
Liberia
$1.80
011508
011370
LithuaI:tia
$2.50
784
01160
01152
Malaysia
Mexico.Rate Zones
1-3*
MexicoRate Zones
$1.37
$0.70
011249
01146
St. Pierre &
. Mique10n
St. Vincent
&
Grenadines
Sudan
Sweden
$1.22
01141
S-witzerland
$0.66
Syria
Taiwan
Thailand
Trinidad &
Tobago
Islands
Turlcev
Turks &
Caicos
U.S. Virgin
Islands
Uganda
.Ukraine
United
Emirate
United
Kingdom
Uruguay
Venezuela
$2.93
$1.41
$1.94
01152
$1.29
$1.82
$426
$0.61
4,.8*
0113393
664
011212011599
Monaco
Montserrat
Morocco.
Netherlands
Antilles
$0.64
$1.89
$2.20
$1.48
011963
011886
01166
868
01131
01164
$0.61
$2.46
01190
649
011505
Netherlands
New
Zealand
Nicaragua
$1.65
340
011234
01147
01192
Nigeria
Norway
Pakistan
$2.77
$0.75
$2-77
011256
011380
011971
011507
Panama
$1.71
01144
011595
01151
Paraguay
Peru
$2.08,
$1.76
011598
01158
$1.59 .
$1.63.
$0.95
$2.12
$2.39
$1.53
$0.51
$2.05
$1.34
Page6of7
CDC06840
Appendix 3.01
State of Washington
Department of Correc'Jons
$1.80
. .... ~. 00 0. 0:4 8.
--~~-~
-
-
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__
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.
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.~- ..•
--
-
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... _--
.... ..
..... .. - - - - -
'--.'--'-""
......
-'._~--_._----_
__._,-
Country
Code
01163
01148
011351
787
01140
0117
011250
011966.
011221
Country
Philippines
Poland
Portug;al
Puerto Rico
Romama
Russia
Rwanda
Saudi
Arabia
Senegal
Per Min. Rate
Country
Code
$1.59
$1.32
$1.43
01184
011967
011381
011243
011263.
$0.65
$1.96
Country
Vietnam
. Yemen
Yugoslavia
Zaire
Zimbabwe
Per Min. Rate
$3.24 .
$1.85
$1.98
$2.12
$1.85
$2.11
$320
$2.79
$3.32
I
.1
Slale ofWashington
Department of Corrections
CDC0684D
Appendix 3.01
Page 7of7
APPENDIX 6.01.2
KEY PERSONNEL
FSH Communications
Dana Alixander
:
~
James Brandt
Greg putton
··········· Director- Sales
:
,
Director - Infrastructure
···.. ·.. Directof- CustomerService
~
Bob Dubay
Director - Corrections Products
Ken Jackson
Director - Operations
Shellie Luallin
:. Director- Information Technology
Christy Bailey
Tom Deja
.:
Joanna Howard
Denitrice Jenkins
" Deb Walker
State of Washington
Department of Corrections
Operations Manager- Washington
,..·.. Operations Manager-SWWNOregon
:
Account Executive - Washington
Customer Account Consultant
:. Manager- Corrections SerVices/Repair
Page 1of1
CDOC6840
Appendix 6.01.2
•••_
.....
_
. . . . .OF
•
•
"0"
•••• _ _
.-=--_.
.--:...._-- .....,--
Appendix 6.11
,SUBCONTRACTORS
Value-Added CommLinications (VAC)
Global Tel*Link (GTL)
Paragon Communicatibns Services LCe (Paragon)
, I
Stale ofWasilingtoD
Department of Correcllons
CDOC6840 .
Appendix 6.01.3
Page 1of1
....~ 000051'
- .. _-------_.. _.-._------_.-
\..
Request for Proposals
For
. 'The State ofWa~hington
Department of Corrections
Offender Telephone System
And, Recording/Monitoring
"
CRFP6446
Issued: August 1, 2005
TABLE OF CONTENTS
~--'--------
SECTION I.
1. Introduction
1.1
1.2
1.3
1.4
1
1
1
1
Overview
Fu,nding
Delegation of Authority to Acquiring Organization: Department of Corrections
Definitions I ·
SECTION 2
'
General Requirements
2.
2.1
2.2
2
2
2
3 \
General Background
Contract Term, Initiation of Services, and Payment of Commission
SECTION 3
. 3.
4
4'
RFP Rules and Procedures
3.1
3.2
3.3
"3.4
3.5
3.6
3.7'
3.8
3.9·
3.10
3.11
3.12
3.13
3.14
3.15
3.16
3.17
3.18
3.19
3.20
3.21
3.22
3.23
3.24
3.25
3.26
3.27
4
4
4
4
5
5
6
6
6
Issuing Office, Contact with the State
·RFP Coordinator
",
Conduct of Acquisition
Conditions
RFP Schedule
Vendor's Questions and State's Responses
Complaints
Cancellation or Reissuance ofthe RFP
RFP Amendments
Alternate or Multiple Proposals
Withdrawal ofProposals
Proposal Due Date
Proposal Delivery Location
Waiver ofMinor Administrative Irregularities
Acceptance ofProposals
Proposal Evaluation
Selection of Apparent Successful Vendor
Contract Award
Incorporation Into Contract
AwardNotice
\
Vendor Debriefing
Protest Procedures
Execution of the Written Contract
Insurance Coverage
Compliance with the Americans with Disabilities Act
Authority to Bind the Department
Proprietary Information/Public Disclosure
SECTION 4
. 4.
1
1
6
6 \.
6.
. 7
7
7
7
8
8
8
8
8
9
11
11
11
11
11
'\
12
Instructions for .Proposal Preparation and Submittal
12
4.1
4.2
.4.3
4.4
4.5
4.6
4.7
4.8
4.9
Proposal Organization and Number of Copies
Proposal Format
'
Submittal Envelope (1 copy)
Technical Proposal (4 copies)
Qualifications Proposal (4 copies)
Cost Proposal (4 copies)
Supplemental Material
Proposal Content, Order ofAppearance
Responses to All Subsections Required
4.10 MandatoryRequirements
4.11 Scored Requirements
12
12
12
13
13
14
14
14
14.
14
15
SECTIONS
15
Technical Proposal Requirements (22 Points)
5.
5.1
15
Vendor Responses (MS):
State of Washington
Department of Corrections
15
'CRFP6446
Pagei ofii
000053.
5.2
Vendor Responses (MR)
SECTION 6
6.
16
'
17
Qualifications Proposal Requirements (24 points)
6.1
6.2
6.3
6.4
6.5
6.6
6.7
17 .
Vendor Firm Information
Responsible Parties
(MR) Washington Business LicenselFederal Employer Identification.Number
Past and Present Relationships with the State
(MR) Contract Performance
(MR) Subcontractors
Qualifications
17
17
18
18
18
19
19
SECTION 7
7.
21
Cost Proposal Requirements (54 points)
7.1
Cost
21
-
21
SECTION 8
8.
22
Proposal Eval~ation Requirements
8.1
8.2
_
8.3
8.4
8.5
22
Evaluation Team
'
Basis for Evaluation
Evaluation Steps
Scoring
Scoring/Selection Approach/Apparent Successful Vendor
22
. 22
22
22
24
EXHIBITA
1
CERTIFICATIONS AND ASSURANCES
1
EXHIBITB
1
GENERAL TERMS AND CONDITIONS
1
EXHIBITC
1
1
1
1
1
1
Scoring Example- -
EXHIBITD
-
Exa~ples
-
of Vendor ~ost Pr9posal:
EXHIBIT E
('.
Vendor Cost ProposalForm:
ExhibitF
1
DOC Policy 450:200
DOC Policy 450.21()
.1
7
RESPONSIVENESS CHECKLIST
1
EmwuG
1
\
CRFP6446-
SmteofVV~illn~on Department of Corrections
./
Pageii ofn
SECTION I
1.
Introduction
1.1
OverView
The Washington State Department of Corrections is soliciting a qualified vendor to provide
telecommunication services and equipment; to ensure that offenders in prison, pre-release and work
release facilities are provided access to public telephones subject to limitations and restrictions necessary
to safeguard the security and order of the facility, and to protect the public from unwanted offep.der calls.
This RFP will establish a single contract for the implementation and operation of a turnkey offender
telephone system with integrated recording and monitoring capabilities to meet current and future
legislative and programmatic reqUirements.
The Department intends t<:> enter into a contract with a single vendor who will provide complete logistical
support, ongoing operation, and maintenance of an offender telecommunications system/services for 15
correctional facilities and 15 work release facilities.
This Request for Proposal~ is expected to result in the award of a single contract with the vendor who
best meets the stated requirements and provides competitive prices for offenders, offender families and
friends. The proposed solution is for 'a turnkey system to include, among other things, installation,
maintenance, telephones, enclosures, panel and 'such other equipment or materials necessary to replace
the current offender telephone system/services.
'
Offender telephone services are currently provided by AT&T under a sb:J.glecontract as the prime
contractor, with multiple vendors as subcontractors. The vendor awarded the contract will be expected to
coordinate with AT&T and its subcontractors to allow for an'uninterrupted transition and implementation
of new s e r v i c e s . '
,
Vendors may submit only one proposal as a prime contract9r, but may participate as a subcontractor with
another prime contractor on more than one proposal. The prime contractor must provide a single point of
contact for the Department ,
1.2
Funding
No state funding is provided for the services and equipment provided under any contract awarded as a
result of this RFP. The Department bears no responsibility for'any costs incurred by the vendor in '
providing the offender phone system and related services such as maintenance, monitoring and
recording. The Department makes no guarantee of offender call minutes or the type of calls made during
the term, of the contract. No vendor 'selected as a provider of equipment or services by this acquisition is
assured of receiving any minimum amount of business.
1.3
Delegation of Authority to Acquiring Organization: Department of Corrections
r,
The Information Services Board (ISB) has authority and oversight over t~lecommunications acquisitions.
The ISB has delegated to the Department of Information Services (DIS) the authority to approve releases
of RFPs for telecommunication services. This RFP is released in accordance with state information'
technology (IT) investment policies and standards. The Department of Corrections is a cabinet-level
agency. The Department is divided into the Prisons Division, Community Corrections Division, and the
Administrative Division.
'
The Deputy Secretary, Prisons Division, or hislher delegate will administer the contract entered,
into as a result of this RFP.
1.4
DefInitions
The following terms ~d abbr~viations are defined as used 1?-erein:
,Apparent Successful Vendor: Vendor ranked first as a result of the evaluation of proposals.
The identification of a vendor as an Apparent Successful Vendor does not constitute an award of
a contract under this RFP.
State of Washington
Depai:tment of Corrections
CRFP6446
Calendar Year: A twelve-month period beginning on January 1st and ending on December 31 ot.
Contractor: The vendor with whom a written contract is ultimately executed as a resultof this .
procurement action.
Contract Award: The contract will be deemed awarded after selection and announcement ofthe
apparent successful vendor, successful conclusion of. any protest process(es) and execution of a
mutually agreeable written contract between the Department and the selected vendor.
Date of Award: The date on which the agency and the successful bidder sjgn the contract.
DIS: The state of Washington, Department ofIniormation Services.
DOC or Department: The state of Washington, Department of Corrections.
ISB: The Information Services Board. The governing body having oversight over
telecommunication aequisitions, policies and standards.
RFP: Request for Proposals. A documented, formal acquisitions process providing an equal
and open opportunity to submit a proposal.
RFP Coordinator:' The individual noted in Section 3.2 or designee.
/
State: The government of the state of Washington, including all its organizational sub-parts.
Subcontractor: .Any person not in the employ of the vendor, or any organization not owned by ..
the vendor, performing work which is the responsibility of the vendor under a contract resulting
from this RFP. The term applies to subcontractors at any tier.
Ve~dor:
Any individual or organization that is a provider of goods and!or services as used
herein, especially a provider of the goods and services being acqurred through this RFP, whether
or not the vendor elects to submlt a pr9posal.
.
SECTION 2
2.
General Requirements
This RFP is issued to procure the services 'of a single vendor to provide a turnkey offender
telephone system including' recording and monitoring equipment. A vendor may submit a
proposal on behalf Of a group of vendors who may serve as subcontractors, but the proposal must
identify the primarY vendor who will sign a contract ifselected' and will be responsible for an.y
subcontractor's services provided under the contract. The vendor must designate a single poip.t '
of contact for the primary vendor and any subcontractors.
Sec1;ion 2 defmes how the services .are e,xpected to be utilized via the contract, and sets forth'
certain terms and conditions for the conduct and performance of the services to be contracted.
Except for Subsection 2.2.2, vendors are not to' respond directly to Section 2 in their proposals.
Information in Section 2 is intended to be helpfulin completing the vendor's response to the
proposal requirements described in sections 5, 6, and 7 ofthisRFP.
2.1
General Background·
The Departm.~nt ~f Corrections, an executive-branch agency of t1;J.e. WashingtonState
government, employs approximately 8,000 individuals who are responsible for approximately
17,000 offenders in the state prison system, and approximately 29,000 offenders under active
communitY supeMsion. The Department operates 15 prison and pre-release facilities, 15 work
. release facilities, 89 community corrections offices, and a variety of offender and offender'
family support programs. Department facilities vary significantly in size and geographic
location, with the largest employing nearly 1,500 staff members, and the smallest employing
fewer than five staff members..
State of Washington
Department of Corrections
CRFP6446
Page 2 of 24
000056
(
In 200.3 (for the period of January 1, 2003 through December 31, 2003) offenders completed
approximately:
579,17110cal calls totaling 8,590,171 minutes
1,053,244 intraLata calls totaling 14,268,787 minutes
402,175 long distance (or interLata calls totaling 5,438,837 minutes
2.2
Contract Term, Initiation of Services, and Payment of Commission
2.2.1
Contract Term
The initial term of any contract resulting from this RFP will begin on March 1, 2006 and
continue through December 31, 2007("Initial Term"). Unless terminated earlier, at the end ofthe
Initial Term and each one (1) year period thereafter until December 31,2014, the Department
may extend the term of the Contract for an additional one-year period under the same terms and
conditions. The decision to extend the term of the contract shall be at the sole discretion of the
Department.
2.2.2
Initiation of Services/lmplementation Plan
One vendor will be selected to enter into a written convenience contract as a result of this RFP.with the'
selected vendor to begm providing services no later than 120 days after execution of a written contract.
The Proposal must include an implementation plan describing the tasks aJ;ld activities to be completed
and their timeframes/milestones prior to the start of services. The implementation plan is to detail how
the vendor would satisfy the RFP's requirements regarding the installation, operation and maintenance of
an offender phone system with monitoring and recording capabilities, such that each issue addressed
would be complete and detailed enough to assure the Department'of the vendor's Understanding and
capability to perform the cited requirements, and to substantiate that the contract will be fully operational
on the contract start cUj,te.
'
2.2.3
Commission '
Jhe Vendor selected and subsequently providing the services required by this RFP will pay a
commission to the Department as set, forth in Section 7 of this RFP. The commission paid to the ,
Department will be based on a percentage qf gross revenue generated by all offender calls. Commission'
.payments shall be made by the twentieth ruiy of each month.
2.2.4
Subcontracts
Vendors may use subcontractors to provide services required by this RFP: The intent to use certain.
parties as subcontractors must be stated in the vendor's proposal. Vendor's use of a subcontractor not
included in thevendor's proposal may be denied for any reason at. the sole discretion of the Department.
,2.2.5
Right of Ownership and Confidentiality
The Department shall OwIl all data' collected and stored, and other forms and reports produced ~ the
performance of services rendered under contract from this R F P . '
,
-,
Much"ofthe Department's data relates to criminal justice issues. All data or documentation encountered
by the contractor in performance of services requested will be considered confidential and, therefore, will:
not to be copied, shared, 9r transferred many way without written permission of the DOC.
State ofWashington
Department of Corrections
CRFP6446
Page 3 of 24.
0000 57
SECTION 3
3.
RFP Rules and Procedures
3.1
Issuing Office, Contact with the State
The issuance of this RFP is in accordance with state of Washington, IT investment policies and standards..
The RFP Coordinator is the sole point of contact between vendors and the Department with regard to this
RFP from the date of its release until the Apparent Successful Vendor has been announced. Any attempt
by a vendor to contact the Department other than through the RFP Coordinatqr concerning this RFP
during that time may be cause to disqualify the vendor from further consideration in this RFP. All
requests for copies of the RFP, questions, and requests for c1arificatioJ;l should be directed only to the
designated RFP Coordinator identified below. Contact after announcement of the Apparent Successful
Vendor is governed by the protest procedures outlined in this RFP
3.2
RFP Coordinator
The RFP Coordinator designated for this RFP is Kay Wilson-Kirby. In the event that the RFP
Coordinator is not available,'she or the Contracts Administrator shall designate another party to serve as
RFP Coordinator in her absence.
All communications pertaining to this RFP must be directed only to the RFP, Coordinator, or designee, as
follows:
..
,
Department of Corrections
Attention: Kay Wilson-Kirby
Contracts, and Legal Affairs Section
Re: CRFP6446
410 West 5th Avenue
PO Bbx 41114
Olympia, WA 98504-1114
B-mail: kwilson-kirbY@docl;wa.gov
3.3
Conduct of Acquisition
. This acquisition is being conducted in compliance with the; policies and procedures of the Washington
State Information Services Boar~ as well as other applicable state laws and regulationS.
3.4
Conditions
Proposals are invited and will be a~cepted subject to the following conditions and rights of the
, Department. The vendor is specifically notified that failure to:'comp1y with any ,part of the RFP
may result in rejection of the entire proposal as non-responsive.
3.4~1
Only Source for Proposal Requirements
Proposals are to be based only on this RFP, subsequent amencj.ments, if any, and the written questions
and answers published to all vendors. Vendors are specifically instructed to disregard any previous
materials, including previous EFPs or RFP drafts if any were issued, and any oral representations the
vendor may have been given.
3.4.2
Proposal Preparation Costs
Neither the state of Washington nor the Department will be liable for any costs associated with the
preparation of a proposal, a presentation by the v~ndor, or for any other activity conducted in response to
this RFP. Vendor activity is voluntary on the part of the vendor and is done with the understanding that
no costs incurred willbe reimbursed by the state ofWashington or DOC.
3.4.3
No Obligation to Contract or Buy
This RFP does not obligate the Department'or the state of Washington to award or execute a contract for
. services specified herein. If a contract is executed as a result of this RFP, the Contrac~<?ris not assured of
State of Washington
Department of Corrections
CRFP6446
receiving any minimum amount ofbusiness from the state of Washington or from the Department. The
Cqntiactor is not assured of receiving a minimum amount of business as a result of offender or family
'
telephone usage.
3.4.4
Third Party Vendor/Subcontractor
Proposals will be accepted from vendors who propose services provided by other parties, with the
understanding that the vendor will remain solely responsible to the Department for the delivery and '
performance of all services to be provided under the contract.
3.5
R;FP Schedule
All vendors must adhere to the following RFP schedule. The Department reserves the right to revise this
schedule if necessary in accordance with ,Subsection 3.9.
Event
Date
1. Issue RFP
August 1,2005
2. Written Complaints Due
AugUst 10, 2005
3. Vendors' Wr,i.tten Questions Due (FAX acceptable)
August 12,2005
'4. Issue Depa;rtment's Responses to Vendor Questions on or before
5. Proposals Due
October 3, 2005 at 4:00 p.m.-Local Time
,6. EvaluationPeriod
. October 4-0ctober 7, 2005
7. Announcement of Apparently Successful Vendor
(on or. before)
8. Execute a Written Contract (on or before)
3.6
August 19,2005
October 10,2005
. November 14, 2005
Vendor' s Questions and State's Responses
Vendors may submit written qu~stions and requests for clarification pertaining to this RFP to:
Department of Corrections
Attention: Kay Wilson-KirbY,RFP Coordinator
Re: CFP6446
410 West 5lh Avenu.e
PO Box 41114
Olympia, WA 98504-'1114
FAX: (360) 664-2009
E-mail: k;:wiison-kirby@doci.wa.gov
Vendor's questions must be in writing and may be sent by mail, FAX, or electronic mail. Questions
received after the deadline date stated in the RFP Schedule (Subsection 3.5) w.ill not be answered. The
Department will attempt to answer all questions received provided that the Department receives them no
later than August 12, 2005.
'
The basic content of all vendors' questions and the Department's responses to the que'stions will be
-published and sent via mail, FAX, or electronic mail to each vendor. The vendor's questions and the
'Department's responses to the questions Will also' be published on the Department's website at
www.wa.gov/doc. The Department intends to provide the answers to all submitted written questions on
or before August 19,2005, in one single document. If a vendor does not receive the list of vendor
questions and Department responses by close of business on August 19,2005, then the vendor shall
either contact the RFP Coordinator to request such list,or access the above listed website to review such
,list. Authors of questions will not be identified in this published document.
The Department's position as set forth in the published vendor's questions and the Department's
responses shall take precedence over the RFP, if a conflict exists between the two documents.
.State of Washington
Department of Corrections
CRFP6446
PageS of24
",' 000059
The only official answers and position of the state of Washington with regard to vendor's questions will
be those stated'in writing.
3.7
<:omplaints
Vendors may submit a complaint to the RFP Coordinator prior to responding to the RFP if a
vendor believes the RFP unduly constrains competition or contains inadequate or improper
criteria. The complaint shall be made in writing before the due date as shown in Subsection 3.5
of the RFP. The Department's solicitation process may continue. The Department's Contracts,
Administrator will review the complaint. A copy of the complaint will be forwarded to the
Department of Information Services. The Department will reply to the vendor with a proposed
solution, if deemed appropriate, and advise DIS of its reply. If the vendor believes the
Department's proposed solution is unsatisfactory, the vendor may appeal to DIS. The vendor is to
provide the written appeal to DIS at:
Deputy Director Department ofInformation ServiceslMOST
1110 Jefferson Street SE
Olympia, WA 98504-2445
The vendor must also send a copy of the written appeal to the RFP Coordinator. DIS may accept the
Department's solution, or may direct modification of solicitation requirements or the schedule, direct
withdrawal of the solicitation, or may take other steps that it finds appropriate. The resulting DIS
decision is, final with no further administrative appeal available.
3.8
Cancellation or Reissuance of the RFP
The Department reserves the right to cancel or reis~ue the RFP, ,in whole or in part, for any reason at the
sQle discretion of the D,epartment at any time prior to the execution of a written contract Canceling or
reissuing the RFP acts as arejection of all bids.
' \
3.9
RFP Amendments
The Department reserves the right to amend this RFP. Amendments, if any are issued, will be sent to all
vendors who request the RFP, and posted on the Department website at www.wa.gov/doc. If any vendor
has reason to doubt whether the Department is aware of the vendor's interest, it is incumbent on the
vendor to either check the above listed website or to notify the Department to be sure that amendments
arereceiyed. Notice-to the RFP Coordinator may be sent by mail, telephone, e-mail, or FAX.
an
If a conflict exists or may exist between amendments or between amendment and the RFP, the
, document having the latest date shall take precedence. For this purpose only, the published vendor's
questions and the Department's responses shall be considered an amendment to the RFP.
.
3.10
-
. "".
Alternate or Multiple Proposab
Each vendor may submit 'only one proposal. Submission of multiple proposals is disallowed and will
.
result in the rejection of all proposals submitted by the vendor.
3.11
Withdrawal of Proposals
Vendors may withdraw a proposal that has been submitted at any time up to the proposal due date and
time. A written request signed by an authorized representative of the vendor must be submitted to the
RFP Coordinator. After withdrawing a previously submitted proposal, the vendor may submit another'
proposal at any time up to the proposat due date and time.
,
'
')
All proposals submitted that are not withdrawn before the proposal due date and time shall remain Valid,
for 180 days following the proposal due date. Proposals which specify expiration in less than 180 days
will be considered non-responsive and will be rejected.
3.12
Proposal Due Date
All required copies of the proposal must be received at the RFP Coordinator's office no later than 4:00
p.m. Pacific Standard Time (PST) on the date specified in the RFP Schedule in $ilbsection 3.5 above.
State of Washington
Department of Corrections '
CRFP6446
Pa&,e60f24
,0000.6'0
No other distribution of the proposal is to be made by the vendor. Proposals received after :that time and
date will be considered non-responsive and will not be evaluated.
The proposals as delivered must include all parts and components as defmed in the Instructions for
Proposal Preparation and Subniittal (RFP Section 4). The vendor can make no additions, deletions,
corrections, or amendments after the due date. Incomplete proposals will be rejected as non-responsive.
The Department reserves the right to change the proposal due date to a later date, but will not change the
date to aD. earlier date.
3.13
Proposal Delivery Location
All parts 'of the proposal must be mailed or delivered, by means ,of the vendor's own choosing, to the RFP
Coordinator's office at the address shown below:
Department of Corrections
Attention: Kay Wilson-Kirby
Contracts and Legal Affairs Section
Re: CRFP6446
First Floor
410 West 5th Avenue
PO Box 41114
Olympia, WA98504-l114
When hand delivering proposals, please sign in with the security guard at the entrance. The proposal
must be received at the above address not later than the due date and time for responses to this RFP as set
forth herein. Late responses shall not be accepted and will be automatically disqualified from further
consideration. The Department assumes no responsibility for timely delivery or receipt ofproposals.
Proposals submitted by FAX or e-mail ~ not be considered l!:cceptable and will be rejected.
The method of delivery of proposals is at the discretion of the vendor and at the vendor's sole risk. The
RFP Coordinator does ,not take responsibility for any problems with the mail, ei¢.er within or outside the
Department. Receipt by any other office or mailroom is not eqUivalent to receipt by the RFP
. Coordinator.
.
3.14
Waiver of Minor Administrative Irregularities
The,Department reserves the right, at its s.ole discretion, to waive minor administrative irregularities in
any proposal received. It shall be understood by the vendor that the proposal is predicated 'upon
acceptance of all the terms and conditions contained in the RFP unless the vendor has obtained such
waiver in writing from the Department prior to submission of the proposal.' Such a waiver, if granted"
will be applicable to all vendors.
3.15
Acceptance of Proposals
Propos'als must be prepared and submitted in accordance with the Instructions for Proposal Preparation
.and Subniittal (RFP Section 4). The Department reserves the right to rej ect any proposal that does not
comply with the i.t;J.structions.
'
.
3.16
Proposal Evaluation
A team or teams of evaluators selected by the Department will evaluate all proposals received by the due
date and time that are not rejected during the pre-screening process, or the review for compliance with
, the mandatory requirements. The evaluation process is described briefly below with more specific
information contained in Sections 7 and 8 and Exhibits C and D of this RFP.
3.16.1 Pre-screening
The RFP Coordinator shall first review each proposal for compliance with the requirements and
instructions set forth in this RFP. Proposals found to be non-responsive will be rej~cted in the
State of Washington
Department of Corrections
CRFP6446
P-age7of24
OOG061
prescreening process and will not be forwarded to the evaluation team(s) for further review. A prescreening checklist is attached as Exhibit G to this RFP.
3.16.2 Review for Compliance with Mandatory Requirements
Proposals, will then be reviewed by the RFP Coordinator or designee(s) to ascertain that the requirements
identified in this RFP as Mandatory Requirements (MR) are adequately addressed. Proposals found to
be non-responsive will be rejected and will not be forwarded to the evaluation teams for further review.
3.16.3 Scoring
Proposals that meet the mandatory requirements will be reviewed and scored by an evaluation team(s)
consisting of representatives of the Department andlor any other sources deemed necessary by the
Department. The Department in its review of RFP requirements such as alternative calling plans may
obtain input from stakeholders such as offender families, DIS, and the Washington Utilities and
Transportation Commission. Requirements identified as scored by the appearance ofMandatoiy Scoring
"(MS)" on the heading line will be reviewed using pr~-established evaluation crit~ria as discussed in
.Section 8 of this RFP.Upon completion of this review, scores will be forwarded to the RFP Coordinator.
See Exhibit C.
"
3.17
Selection of Apparent Successful Vendor
The RFP Coordinator, or designee, will compile the scores'achieved on the evaluations ofthe Technical,
Qualifications, and Cost proposal sections. The scores are 'added and the Apparent S.uccessful Vendor
will be identified on the basis of the final scores. Identification as an Apparent Successful Vendor does
not give rise to a contract. No contract will exist as a result of this RFP unless, and until a written
..contract is executed between the Department and an Apparent Successful Vendor after resolution of any
bid protests, and successful negotiation of contract teIms.
The Department reserves the right to reject any and all proposals, for any reason, at any time,
without penalty to the Department or state of Washington, and to issue no contract as a result of
this RFP. All submissions accepted will be-reviewed and the final selection, if any, will be the proposal,
which, in the opiniqn of the Department, best m.eets the requirements set forth in this RFP and is in the
best interest 'of the Departriient. Any proposal, which is rejected as non-responsive, will not be evaluated
and no score will be assigned.
)
3.18
Contract Award
'-..
\
3.19
The Department reserves the right to make an award without further discussion of the proposal
submitted. Therefore, the proposal should be initially submitted on the most favorable terms the vendor
can offer. The proposal will become a part of the official file on this matter without obligation to the
Department. The award of a contract, or selection of an Apparent Successful Vendor, does not give rise
to a contract. The Department reserves the right to reject all proposals and not to award a contract as a
result .of this RFP at any time prior to the signing of a written contract. .
Incorporation Into Contract
This RFP will be incorporated into any contract resulting from this RFP.
3.20
Award Notice
Vendors whose proposals have not been selected for further negotiation or award will be sent a notice of
non-selection at the address, electronic mail address, or FAX number given in the Qualifications
Proposal Requirements;Subsection 6.1.1.
3.21
V~ndor
Debriefing
Vendors who submitted a proposal may, within one business day of receipt of the notice of nonselection, request a meeting for debriefmg and discussion of their'proposals. The request must be
submitted to the RFP Coordinator, in writing, by FAX or e-mail. Debriefings will be completed within
State of Wasbington
Department of Corrections
CRFP6446
Page8of24
000062
the five business days following the receipt of the notice ofnon-selection. The DepartJ:p.ent will control
the scheduling of debriefrngs.
Debriefing will not include any comparisons ofllie vendor's proposal with other proposals. Discussion
will be limited to a critique of the requesting vendor's proposal.
.
·3.22
Protest Procedures
Exhaustion of the protest procedure is a prerequisite to the vendor filing suit. .Any lawsuit
resulting from the RFP must be filed in Thurston County of the state of Washington.
3.22.1 First Level Protest Process
This procedure is available to vendors who submitted a response to this solicitation document and who
have participatep. in a debriefing conference. Upon completing the debriefing conference, the vendor has
five business days to file a protest ofthe acquisition with the Contracts Administrator; ~e protest must
. be received by the Department within five business days. Vendors protesting this procurement shall
follow the procedures described herein. Protests that do not follow these procedures shall not be
considered.
.
Upon receipt of a protest, the Department's Contracts and Legal Affairs Section will perform a protest
review. The Department will immediately notify DIS of the protest. The person conducting the protest
review shall not have been involved i:n the acquisitioJ;l being protested. Ifnecessary to obtain review by a
person not involved in the acquisition being protested, the protest review shall be conducted by someone
from outside the Contracts and Legal Affairs Section selected at the sole discretion of the Department.
AJ.l relevant facts known to the Department will be considered anq the Department within five business
days of receipt of the protest will issue a decision. If additional time is required, the protesting party will
be notified of the delay..
.
.
,
.
.
In the event ~t a protest may affect the interest of another vendor that submitted a proposal, such
vendor may be given an opportunity to submit views and any relevant information on the protest to the
Contracts Administrator.
All protests must be in writing and signed by a person authorized to bin'd the vendor to a contractual
relationship. Telegrams, e-mails, faxed documents, or similar transmittals will not be considered. The
protest must state all facts and arguments reasonably known by the protesting party at the time of the
protest, on which the protesting party is re1ying~ All protests shall be addressed as follows:
Contracts Administrator
Department of Corrections
Administrative Division
Contracts and Legal Affairs Section
PO Box41114
Olympia, Washington 98504.:1114
i
3.22.2 Second Level Protest Process
•
I
The following protest procedure is available to vendors that have complied with the First Level Protest
Procedures above. Protests are made:
To the Department of Information Services, (DIS) only after protesting first to the Department, if the
Department's resolution is not satisfactory to the protesting vendor. Protests to DIS shall be received, in
writing,· within five business days after a vendor has received notification ofthe Department's decision.
Protests are to be sent to:
Deputy Director Department of Information Services/M:OST
1110 Jefferson Street SE
.
Olympia, WA 98504-?445
State ofWasbington
Department of Corrections
CRFP6446
0060 63
pa~e9 of 24
3.22.3 DIS Review
The DIS review encompasses acquisitions approved 'by DrS and acquisitions within agency delegated
authority. A vendor may protest to DIS in writing within five business days after the vendor has received
notification of the Department's decision. DIS shall consider all the relevant facts, and issue a decision
in writing within five business days after receipt of the protest, .unless more time is needed. The
protesting vendor shall be notified if additional time is necessary. .
The DIS decision constitutes the final step of the protest process. The resulting decision is final with no .
further administrative appeal available.
3.22.4 Grounds for Protest
Grounds for protest are limited to specific criteria. Only protest.s based on the following criteria shall be
considered:
A. Arithmetic errors were made in computing the score;
B. The;'Department failed to follow procedures established in the solicitation document, the IT
Investment policy, the IT Investment Standards, or applicable state or federal laws or
regulations; or
.
C. Bias.;' discrimination, or conflict of interest on the'part of an evaluator.
3.22.5 Form and Content
Vendors shall include in their written protest all facts' and arguments upon which the protest is based.
The minimum form and content iliat vendors are required to provide include:
A. Information about the protesting vendor: name of firm, mailing address, phone number, and
name. of individual responsible for submission of the protest;
.
B. Information'about the acquisition, issuing agency, and acquisition method;
C. Specific and complete statement of the Department action(s) protested and all supporting
documentation;
D. Specific reference to the grounds for the protest;
E. Description of the relief or corrective ac~on requested; and
F. For protests
~ppealedto DIS,
a copy of the Department's written decj.sion on the protest
3.22.6 Available Remedies
The final determination shall:
I
A. Find the protest lacking in merit ~d uphold the Department's action; or
B. Find only techni.cal or harmles,s errors in the Department's acquisition process, determine the
Department to be in substantial compliance, and reject the protest; or
C. Find m~rit in the protest and pursue other options, or in the case of a review by DIS, provide
the Department with options, which may include:
•
Correct en-ors and reevaluate all proposals; and/or
•
Reissue the solicitation document; or
•.
Make other .findings and determine other courses of action as appropriate.
3.22.7 Stay of Contract Execution During Protests
In the event of a timely protest, the Department will postpone further steps in the acquisition process
until the protest is resolved. The Department may not execute a contract under this RFP or a work order
,State of Washington
Department of Corrections
CRFP6446
. Page 10
.
<;r~.40
on 064.
.
until the protest is decided. The Department may execute a contract extension with the current contract
provider(s) to continue services during this delay.
.
3.23
Execution of the Written Contract
At the sole option of the Department, any contract signed between a vendor and the Department as a
result of this RFP will be subject to the Department's General Terms and Conditions, attached hereto as
Exhibit B. In no event is a vendor to submit its own standard contract terms and conditions as a response
to this RFP. The vendor may submit exceptions or modifications to the proposed terms and conditions
for consideration by the Department. Any such proposed exceptions or modifications to the contract
terms must be included in the submittal envelope and must, if there are changes to existing wording,
identify the contract section which is being proposed for modification. Modification requires Department
approval.
.
Time is of the essence in the execution of any contract offered bv the Department as a result of this
RFP. The Department reserves the right to negotiate with the next highest ranked vendor and to
contract with that vendor for an offender phone system, if a contract is not signed by the Apparent
Successful Vendor within 20 davs after a contract is presented by the Department to the Apparent
Successful Vendor for signature.
3.24
Insurance Coverage
As a condition of the award of contract, the vendor will provide proof of insurance from the
vendor's insurance carrier, outlining the extent of vendor's liability coverage.. The vendor shall,
at its own expense, obtain and keep in force commercial general liability insurance and business .
auto liability insurance during the term of the contract. The vendor's commercial general liability .
insurance shall cover risks ofbodily injury (including death), property damage and personal
injury, including coverage for .contractualliability, with a limit of not less than $1 million per
occurrence/$2 million general aggregate. The vendor's business auto liability insurance (owned,
hired, or non-owned) shall cover risks of bodily injury (including d~ath) and property damage,
including coverage for contractual liability, with a limit of not less than $1 million per accident.
The vendor shall furnish evidence of the required insurance by means of a Certificate of
.Insurance, a copy of which shall be forwarded to the Department within 15 days of receipt of
notice of award.
3.25
C'ompliance with the Americans with Disabilities Act
3.26
UTIless an individual or organiZation is exempt from compliance with the Americans with Disabilities
Act; the Department will only contract with organizations or individuals that declare their intention to
comply with the Americans with Disabilities Act.
\ .
Authority to Bind the Department
The Secretary ofthe Department or an appointed designee is the only individual who may legally
commit the Department to the expenditure of public funds for this RFP. No cost chargeable to the
proposed contract may be incurred before receipt of a fully executed written contract.
3.27
Proprietary InformationlPublic Disclosure
Materials submitted ill response to this competitive RFP shall become the property of the Department.
All proposals received are public records under Chapter 42.17·RCW and shall be disclosed in accordance'
with the requirements of that chapter. Any information in the proposal that the vendor desires to claim as proprietary and exempt from. .
disclosure under the provisions of Chapter 42. 17 RCW must be clearly designated. The page must be
identified and the particular exemption from disclosure upon which the vendor is making the claim.
Each page claimed to be exempt from disclosure must be clearly identified by the word "Confidential"
printed on the lower right hand comer of the page.
State ofWasirington
Department of Corrections
CRFP6446
Page 11 0(24
!
The Department will consider a vendor's request for exemption from disclosure; however, the
Department will make a decision predicated upon applicable laws. Marking the entire proposal exempt
from disclosure cannot be honored. The vendor must be reasonable in designating information as
confidential. If any information is marked as proprietary in the proposal, such information will not be
made available until the affected vendor has been given an opportunity to seek a court injunction against
the requested disclosure, and either chooses not to seek an injunction, or fails. to seek an injunction
within ten days of receiving the notice oithe request.
A charge will be made for copying and shipping, as outlined in RCW 42.17.300. No fee shall be charged
for inspection of contract files, but 24 hours' notice to the Department's Contracts Administrator is"
required. Requests for information should be addressed to:
Department of Corrections
Contracts and Legal Affairs
Attn.: Gary Banning, Adm.inistrator
410 West 5th Avenue
PO Box 41114
OIYJ:Ilpia, WA 98504-1114
SECTION 4
4.
Instructions for Proposal Preparation and Submittal
4.1
Proposal Organization and Number"of Copies
Proposals must be submitted in five parts as follows:
a) Submittal Envelope (1 copy) - See section 4.3 for requirements
b) Implementation Plan (4. copies) '- See subsection 2.2.2 for requiremeIl;ts
c) Tecbni,cal Proposal (4 copies) - See section 4.4 for requrrements
d) Qualifications Proposal (4 copies) - See section 4.5 for requirements
e) Cost Proposal (4 copies) - See section 4.6 for requirements
The required composition of each part is described in later paragraphs of this section.
"4.2
Proposal Format
Each proposal part (Submittal Envelope, Implementation Plan, Technical, Qualifications, and Cost) must
be separate units.
"
"
Proposals must be" on standard 8.5 II x II" white paper, except that charts, diagrams and the like may be
on foldouts which, when folded, fit within the 8.5" x 11" format. "All pages, ex~ept for those in the
.
submittal envelope, must be consecutively numbered, starting with page 1 in each oftJ:1e proposals. The
page number may be located at the top or bottom as the vendor prefers, but the location must be
consistent throughout.
.
"
4.3
Submittal Envelope (1 copy)
The submittal envelope i~ to include:
a) Letter of submittal
b) Certifications and Assurances form (signed}See Exhibit A.
The outside of the Submittal Envelope must be labeled"as follows:
Washington Department of Corrections
Submittal"Envelope
Name ofVendor
CRFP6446
State oJWashiniton
Department of Corrections
CRFP6446
- Page 12clP~ 'O
..
00 066
\
\
The envelope must be sealed when delivered. The person who takes delivery will execute a receipt,
which will be signed by the delivering party with the date and time received. The required contents of
the submittal envelope are specified below.
4.3.1
Letter of Submittal
The letter must be written on the vendor's official business letterhead stationery. It must include the
following, in the order given:
a)
An itemization of all materials and enclosures being forwarded collectively in response
to theRFP;
b)
A reference to all RFP amendments received by the vendor (by amendment issue date),
to ensure the vendor is aware of all such amendments in the event there are any; if none
. have been received by the vendor, a statement to that effect should' be included;
c)
A stateme:q.t that the vendor believes the proposal addresses all the mandatory
require~ents set forth in the RFP;
d)
A statement which acknowledges and'agrees to all of the rights of the Department
including the procurement rules and procedures, terms and conditions, and all other
,
rights and terms specified in this RFP;
e)
An expression of the vendor's willingness to enter into an agreement with the
Department which includes the terms and conditions of the contract blcluded as Exhibit
B ofthisRFP; and
f)
The vendor's guarantee that the proP9sal as submitted shall remain in full force and
, effect for a specified period of time, which must be at least 180 days from the proposal.
due date specified in this RFP.
I
. The vendor may include any other topics or statements in the letter as the vendor deems appropriate and
may wish to convey to the Department.
If the vendor wishes to propose alternate contract language, such proposal shall be made in the body of
the subm,ittalletter or, alternatively, in a separate document referenced from the body of the letter and
enclosed in the Submittal Envelope. A person authorized to bind the vendor to a contractual relationship
must sign the submittal letter.
4.3.2
Certifications and Assurances Form.
A person authorized to' bind the vendor in a contractual relationship must sign the Certifications and
Assurances form, which must then be included in the, Submittal Envelope.
The Certifications and Assurances f()I1I!. is included in this .RFP as Exhibit A.
4.4
Technical Proposal (4 copies)
1
Four copie.s shQuld be submitted.
The outside cover of the Technical Proposal is to be labeled as follows:
Washington State Department of Corrections'
Technical Proposal
Name of Vendor
CRFP6446
The Technical Proposal is to contain the responses to the questions and requests for information, which
appear in Section 5 ofthis'RFP.
4.5
Qualifications Proposal (4 copies)
Four copies should be submitted.
State of Washington
Department ofCorrections
CRFP6446
Page 13
01.240
00067
\
The outside cover of the Qualifications Proposal is to be labeled as follows:
Washington State DepartInent of Corrections
Qualifications Proposal
Name of Vendor
CRFP6446
The Qualifications ProposaJ. is to contain the responses to the questions and requests for information,
which appear in Section 6 of this RFP.
4.6
Cost Proposal (4 copies)
The outside cover of the Cost Proposal is to be labeled as follows:
Washington State Department of Corrections
Cost Proposal
.
Name of Vendor
"CRFP6446
The·Cost Proposal is to contain the responses to the questions and requests for information, which appear
in Section 7 of this RFP and the completed Phone Cost Form (Exhibit E).
'
_4.7
Supplemental Material
No supplemental material should be submitted.
4.8
Proposal ConteI;lt, Order of Appearance
Responses to each question or request for information must appear in the .order given in the RFP,
numbered and headed the same way and with full text as each item appears in the RFP. A response for
every numbered subsection (which should.be identified as Mandatory Scored (MS-#) or Mandatory
Requirement (MR-#) in Sections 5, 6 and. 7 of this RFP) is required in the corresponding proposal except
where:
a)
The numbered item serves as a heading only, and there is no statement under the heading
.
~m
b)
Otherwise stated withln the numbered item.
.
.
. The proposal evaluators will find it helpful, and the vendor will likely find it convenient during proposal
preparation, if the vendor will repeat the number, heading, and full text of.all subsections, inc1ud:1ng
those which do not require a response. To assist vendors in developing their proposals this document is
. available in electronic format in Microsoft Word for Windows 97.
4.9
Responses to All Subsections Required
The vendor must provide the information requested in all mandatory subseptions of the Technical,
Qualifications, and Cost Proposal Sections (Sections 5, 6 and 7) without respect to whether a subsection
states a mandatory or scored requirement. That is, the fact that a requirement is not scored does not
mean ¢at providing the requested information is optional: Failure to provide·an adequate response to any
mandatory subsection that requests information will cause the proposal to be deemed non-responsive and
be disqualified from further consideration. A vendor response of "read, understood and will comply'''
without an adequate description of what the vendor proposes is not an acceptable response and will result
in a zero score.
4.10
Mandatory Requirements'
Mandatory Requirements' (MR) - A Mandatory Requirement sets forth mininial i.:i:J.formation that must be
considered, capabilities that must be provided or minimum performance levels that must be met by the
vendor: Failure of the vendor to adequately meet anyone Mandatory Requirement may render a
proposal non-responsive and constitute grounds for proposal rej ection. The Department reserves the
right to waive non-material deviations ifthis is in the best interest of the :qepartment.
State of Washington
Department of Corrections
CRFP6446
Page 14 of 24
..
I•••
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00006'8
Mandatory Requirements are denoted by (MR) on the heading line and will be evaluated on a pass/fail
basis only. No score is credited for meeting Mandatory Requirements.
Failure to meet a Mandatory Requrrement shall be established by any of the following conditions:
•
The vendor states that a Mandatory Requirement cannot be met;
•
The vendor fails to include required information in a Mandatory Requirement;
•
•
The vendor fails to include sufficient information to substantiate that a given Mandatory
,Requirement is met; or
The vendor fails to include requested references or documents.
If all vendors fail to meet the same Mandatory ReqUirement, the Department reserves the right to waive
the'Mandatory Requirement or to cancel the RFP.
4.11
Scored Requirements
Requirements which are not designated to be mandatory requirements "(M:R)" are mandatory scored
requirements, denoted by the appearance of (MS - #) (where # is a numeric indicator of the' weight
assigned to the item) on the heading line. These will be evaluated and a score will be assigned by each
evaluator based on the merits ofthe proposed solution as described in the vendor's response. It is in the
vendor's best interest, therefore, to be as thorough as practical in its responses. A discussion of how the
points will he awarded and how scores will be evaluated is contained in Section 8.
SECTIONS
, 5.
S.l
,'Technical Proposal Requirements (22 Points)
Vendor Responses (MS):
The vendor must respond by identifying the technical requirement and providing sufficient
narrative/written responses to allow the evaluators to fully understand and score how the phone system
proposed by the vendor meets and/or furthers the' following business/program needs. A vendor response
of ''Read, understand, and will comply" is not sufficient and will result In a score of zero, without more
description by the vendor of how they propose to meet the requirement.
.
,
,
5.1.1
(MS - 4.0) Protect the public from unwanted/unsolicited/fraudulent offender calls.
5.1.2
(MS - 4.0) Identify, document and record convers'ations affecting security of institutions
and inappropriate/illegal activities. All calls from offender telephones will be processed'
and recorded through the offender calling system. All calls from designated attorney
phones must be processed separately from the offender calling system and will not be
recorded.
-
5.1.3 ,(MS - 2.0) Facilitate effective phone management and usage review by the Department
through customized, standard and ad hoc reports.
5.1.4
(MS - 3.0) Available low-cost calling plans that promote/foster offender/family
relationships,including a low cost alternative plan to collect calls (fully describe the
implementation, m~nagement and billing processes as well as criteriafor offender or
others to use the plans). Fully describe any special features of the plans such as an acro,ss
the board fixed rate for a 5 niinute call or a free 5 minute call on an offender's birthday.
5.L5
(MS - 1.0) Facilitate offender, their families, and other public users ability to predict and
monitor costs. Describe in detail the policy and procedures of handling customer
complaints.
5.1.6
(MS - LO) System management including the ability to update offender call list and 4 to 15
digit personal identification number (PIN) number within one business day.
.
,
State of Washington
Department of Corrections
CRFP6446
,Page 15 of 24
", 000069
5.1.7
(MS - 1.0) Exist within current allocated physical space within the institutions and HQ.
5.1.8
(MS - 1.0) "24/7" (24 hour~ a day-7 days a week) availability of offender pho;nes.
5.1.9
(MS -1.0) Further DOC Policy Directives 450.200 and 450.210. (Attached as Exhibit F)
5.1.10 (MS - 4.0) Look, feel and ease of use. Vendor must provide a video of 60 minutes or less on
VHS, CD or DVD demonstrating the proposed recording and monitoring equipment
(what the system can do for Department investigative staff). Vendor must at a minimum
demonstrate the following:
.•
•
•
•
. 5.2
screens
reports
recording and monitoring features
ease of use
Vendor Responses (MR.)
The vendor must respond by identifying the technical requirement and providing sufficient
narrative/written responses to allow the evaluators to fully understand and assess how the p}1one system
proposed by the vendor meets andlor furthers the following basic operational requirements. A vendor
response of "Read, understand, and will comply" is not sufficient and may result in rejection ofthe
proposal without more description by the vendor of how they propose to meet the requirement.
~',
5.2.1
(MR.) One-way, outgoing only service
5.2.2
(MR.) Station-to-station operator announced caIling
5.2.3
. (MR.) Prohibit direct dialed calls oiany type
5.2.4
(MR.) Prohibit access to live operator~ except as may be necessary for international calls
5.2.5
(MR.) Secure playback on an ~imited nU~ber of workstations via Ethernet connection
5.2.6
(MR.) Telephone station equipment powered by the telephone line and require no
additjonal power source
5.2.7
phone~ ina
,-'
(MR.) Provide for the shutting down or inactivation ofindividual phones,
housing unit or the total s y s t e m '
5.2.8: (MR.) Use digital recording equipment capable ofmonitoriIig'in real time and capable of
capturing 100% of all calls placed from any ofthe offender phones including the ability to
· monitor other institutions' offender calls from any institution's networked monitoring
stations; except attorney phones and the ability for investigators at HQ to also monitor
and record .selected facility calls. All prison facilities and HQ must be networked.
5.2.9
(MR.) Provide and main~ain attorney telephones which are not connected to the recording
system
5.2.10 (MR.) Provide Dictaphone playback machines at the 9 DOC facilities where they currently
· exist until no longer needed
.
5.2.11
(MR.) Provide appropriate telephone equipment for hearing-impaired offe:Q.ders
5.1..12 (MR.) Installation is compliant with DOC IT infrastructure guidelines
State of Washington
Department of Corrections
CRFP644'6
Page 16 of24
'.
SECTION 6
6.
Qualifications Proposal Requirements (24 points)
6.1
Vendor Firm Information
6.1.1
(MR.) Vendor Name and Address
State the proposing organization's full company or corporate name and give the official representative,
address, telephone number, email address (if'any) and FAX number of the vendor's office location "
responsible for performance under a contract with the state of Washington in the event the vendor
becomes the Apparent Successful Vendor.
6.1.2
(MR.) Organization "
Specify how the proposing ent~ty is organized (proprietorship, partne~ship, corporation).
6.1.3
(MR.) Year of Organization
Specify the year in which the vendor was first organized to do business as" substantially the entity which
now exi$ts, whether or not the form of organization has changed in the interim (such as by subsequent
incorporation, merger, or other organizational change) and regardless of name changes. The intent of
this requirement is to ascertain,the longevity of continuous operation of the vendor, and the response
should be "formulated to provide that information as appropriate to the vendor1s business circumstances.
6.104
(MR.) Principal Officers
"Give the name, office, address, and business telephone number of the pPnGipal <;>fficers of the vendor's
organization. At a minimum, include officers who hold .the following functional positions, if applicable:
a) Board Chairman, if a corporation
b) President or other ChiefExecutive Officer
c) Corporate Secretary, if a corporation
d) Chief Financial Officer
./
6.1.5
(MR.) OWJ;lers
Identify by name, business address and telephone number of all owners, partners or stockholders who
own ten percent (10%) or more of the proposing organization: If any corporation ownS ten percent
(10%) or more of the proposing organization, identify the corporation and its chief executive officer and
chief financial officer.
.
6.1.6"
(MR.) Change in Ownership
If any change in ownership or control of the proposing organization is anticipated during1:he twelve (12)
months following the proposal due date, describe the circumstanpes of such change and indica~e when
the"
change will likely occur.
.......
.
6.2
Responsible Parties
6.2.1
,(MR.) Management
Identify by name, title or position, and telephOlie number all management-level officers of the proposing
organization's performing office who would have direct responsibility for the performance of a contract
resuiting from this RFP. '
.
6.2.2
(MR.) Contract Responsibility
"Identify by name, title or position, and telephone number the individual who would have primary
responsibility fdr initiating service resulting from this RFP; i.e., a manager or representative for this
contract.
State ofWasbington
Department of CotrectiOl;ls
,CRFP6446
Page '1 7 of 24
0000·71
6.3
(MR.) Washington Business LicenselFederai Employer Identification Number
Either (a) state that the vendor now holds' a valid business license, Universal Business Identifier (UBI)
issued by the state of Washington, and provide the license number; or (b) declare that the vendor will
.obtain such license if selected as the Apparent Successful Vendor, immediately upon such selection and
before execution of a resulting contract. Also provide the Federal EmployerIdentification Number
(FEIN) or Social Security Number. .J
Vendors who wish to obtain further information regarding a Washington Business License may write:
Department of Licensing
Master License Services
POBox 9034
Olympia, WA 98507~9034
Or call:: (360) 664-1400
Or apply online at: www.dol.wa.gov
6.4
6.4.1
Past and Present Relationships with the State
(MR.) Prior and Existing Contracts
If the proposing organization, its predecessor, or any party named in the preceding subsections has
contracted with the Department or any other Washington State agency during the past 24 months,
identify the contract number and/or any other information available to id~~tify such contract(s).
If no such contracts exist, so declare.
6.4.2
(MR.) Vendor's Employee Relationships to State
If any party named in the preceding subsections of this Section 6 is or was an employee of the state of
Washington in the past 24 months, id.entify the individual(s) by name, social security number,tstate
agency by which employed, job title of position held with the State, and separation date.
If no such relationship exists, so declare.
6.4.3
(MR.) Persons Employed by Both State and Vendor
If any employee of any agency of the state of Washingtol1 is employed by the vendor, or sits on the
governing board of the vendor, as of the due date for proposal submission specified herem, identify all
such persons by name, position held with the vendor, and position held with the State (including job title
and agency). Describe the responsibilities of such persons within the proposing organization. If, after
review of this information by the Department, it is determined that a conflict of interest exists or may
exist, the vendor may be disqualified from· further. consideration in thi,s RFP.,
If no such relationship exists, so declare.
6.5
../
' (MR.) Contract Performance
If the vendor .or the subcontractor has had a cqntract terminated for default during the past five years,
describe'each termination ill the format explained below. Termination for default is defiped as notice to,
stop performance delivery due to the vendor's non-performance or poor performance and the'issue was
either (a) not litigated due to inaction on the part of the vendor; or (b) litigated and such litigation
determined the vendor to be in default.
Submit full details of all terminations for default experienced by the vendor during th~ past five years
including the other party's name, address and telephone number. Present the vendor's position on the
matter. The Department will evaluate the facts and may, at it's sole discretion, reject the proposal if,
based on the facts discovered, the Department believes that there is a risk that completion of a contract
resulting from this RFP may ~e je?pardized by selection of the vendor.
State ofWashington
Department of Corrections
CRFP6446
If the vendor or subcontractor has experienced no such terminations for default in the past five years, so
declare.
By proViding the information required in this section, the vendor authorizes the Department to contact
the entities with which the vendor/subcontr1:J.ctor has contracted regarding contract performance. The
information received from these entities may be used for scoring purposes under the references section.
/
The Department will evaluate the facts and may, at its sole discretion, reject the vendor's proposal if,
based on the facts discovered the Department believes that there is a risk that completion of a contract
resulting from this RFP may be jeopardized by selection of the vendor.
6.6
(MR) Subcontractors
In order to achieve the best possible combination of equipment, service and rates, subcontractor
arrangements may be proposed. Any and all such relationships must be in the context of a
subcontractor(s) to the vendor. The proposing firm must be declared as the prime contractor.
If any subcontractor relationships are proposed, describe the subcontractor relationship with the
proposing firm. Discuss the nature of the subcontractor organization and the management and reporting
relationships between the vendor's firm and the subcontractor.
If no subcontracting is intended, 'so declare.
6.7
Qualifications
.This paragraph explains the approach to determination of Qualifications. Do not resp'ond to thiS'
paragraph. Responses to sections 6.7.1 through 6.7.1.5 will enable scores to be assigned to each vendor
in each experience category. The experience categories,to receive scores include:
/
•
•
System-wide inmate telephone systems .-: Provision of inmate telephone systems and
services statewide for a state correctional department or a countywide system and services
for a county correctional department.
.
Local inmate telephone systems - Provision of inmate telephone systems in a state or county
that does not encompass all inmate facilities within the state or ·county. This would include
federal facilities that are individually served.
Within the experience category, subcategories will be identified which are' pertinent to the Department's
needs as described in Section 2 ofthis RFP.
•
•
•
•
•
I'
.
Responses will address vendor experience in pr.oviding services for each category.
Vendors will also be required to specifically address their experience's in each subcategory.
Vendors will be required to proVide one-page resumes on individuals available to the vendor
to provide services iIi. each category that is/to be included in the response.
Vendors will be required to provide five references.
Finally, vendors will be required to describe their ability to provide services in each
subcategory.
.
The response will include relevant information·to demonstrate the vendor's experience. Experience
should be correlated with the vendor's contract references/prior contracts.
6.7.1
Offender Telephone Systems and Services .'
Experience in this category includes design and implementation of offender phone systems,
billing/payments, customer relations, management ofsubcontractors,
, maintenance/repair/troubleshooting, and monito~g/recordingintegration.
~.7.1.1
(MS -10.0) ReferenceslExperience
List at least three and no more than five vendor references for which the vendor has provided offender
telephone systems similar to that sought through this RFP. Describe the specific experiences the vendor
and subcontractors have had in providing inmate telephone systems and services. Cl~arly describe the
. State ofWashington
Department of Corrections'
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\....
scope and scale of the services provided for each experience, including whether the experience was that
of the prime contractor or subcontractor. Limit the description of each experience to five pages or less.
Each description can include either the Vendor or a subcontractor(s) or both. Describe how each
experience applies to the following:
.
•
•
•
•
•
•
•
'.
Design ~d implementation of system wide or local offender phone systems
Billing/payments
Customer/public relations
Management of subcontractors
Maintenance/repair
Troubleshooting/response
./
Monitoring/recording integration
Other
References must. contain the firm's name, contact:s name, and phone number. The score will be based on
a review of the vendor's response and the information obtained by the Department from the listed vendor
.references. The Department may, at its option, contact other vendor customers with.whom the vendor has
contracted and use such information obtained in scoring this item.
6.7.1.2
(MS - 6.0) Vendor Resources
Provide brief one-page resumes of the single point of contact arid any other individual presently
employed by the vendor or stated subcontractors who will be responsible to ensure vendor perfornlance
and customer (DOC, offender, and public users) satisfaction with the services provided. Provide
documentation showing arrangements made with local exchange carriers to allow offenders to make
collect calls. The score will be based on review of resumes provided, contact with references included
within the resumes, and the extent of arrangements made with local exchange carriers.
Includ~ the following information, at a minimum, for each person identifi~d:
Name
Position, .roles, and responsibilities served in past engagements
Description of key specialties and abilities
Description of education and training
References for the past engagements
6.7.1.3 .
(MS - 6.0) Added Value to DOC
\
.
.
Describe the resources vendor proposes to provide as added value in meeting the needs of the :
Department. Include resources to be provided the Department (including any 4edicated staffthat would
reduce need for the Department to perform certain tasks), and demonstrated commitment to serving
. customers including state and local governments. Scor~ will be based on the degree to which the vendor
.
can be an available ongoing resource to the Department.
6.7.1.4'
(MS - Pass/Fail) Vendor Financial Responsibility
.
.
Describe the proposing organization, including size, longevity, client base, areas
of specialization and expertise, and any other pertinent information in such a
manner that the proposal evaluators may reasonably formulate a' determination
about the stability and financial strength of the proposing organization.
Provide a copy of the vendor's Dunn and Bradstreet, Equifax, TRW, or other
appropriate credit rating. For sole proprietors, provide a copy ofthe appropriate
credit rating for your sole proprietorship. !fyou are a sale proprietorship and
have such a credit rating, so state. A credit report for the sole proprietorship will.
berequired before contract execution.
Disclose any and all judgments, pending or expected litigation, or other real or
potential fmancial or legal events that might materially affect the viability or
State ofWashington
Department or'Corrections
CRFP6446
stability of the proposing organization or warrant that no such condition is
known to exist.
SECTION 7
7.
Cost Proposal Requirements (54 points)
7.1
Cost
The evaluation of the Cost Proposal has been designed by the Department to award the most points to the
vendor who best meets the legislative direction to select a contractor priri:J.arily based on the lowest'rate
charged to both the offender and the person paying for the telephone call and the lowest commission
rates paid to the Department, while providing sufficient revenues for the activities funded from the
Institutional Welfare Betterment Account. The Cost Proposal Score awards a maximum of 54 points and
is comprised of four sub scores: .lowest collect call cost to offenders and the persons paying for the calls,
lowest alternative call cost to offenders and the persons paying for the calls, the lowest total cost of
'collect calls and calls under the proposed alternative calling plan, and the lowest commission rate paid to
the Department. The maximum total is made up of a maximum of 28 points for the lowest collect call
cost to the offender and th~ persons paying for the call, a·maximum of 12 points for the lowest.
alternative call cost to the offender and the person paying for the call, a maximum of 10 points for the
lowest total cost of collect calls and calls under the proposed alternative calling plan, and a maximum of
4 points for the lowest commission rate paid to the Department.
.7.1.1
Cost Proposal R e q u i r e m e n t s ,
The vendor's response to this :RFP must identify a rate or rates for local, interLata, intraLata, interstate, .
and international offender calls. The rates may not be increased during the initial term of the contract.
Rates must be proposed for collect calls and one alternative calling plan such as prepaid or debit and may
be per minute, flat rate, a combination (hybrid) of flat rate and per minute rate or such other rate plan as
the vendor may propose. Evaluation of costs uses twenty-minute call duration. The Cost Proposal will be
submitted as a separately bound document. The alternative-calling plan proposed should not create
.
higher costs to offender families for interLata or intraLata calls upon an offender's transfer among state
correctional facilities.
7.1.1.1
Commission (MR.)
The vendor must guarantee a commission of 5.1 million dollars for the initial calendar year of the
contract. The initial calendar year guaranteed commission payment will be prorated to reflect the actual
start date' of the contract. The guaranteed commission for each subsequent calendar year will be adjusted
on January 1st of each year based on the fiscal year U.S..Implicit Price Deflator (IPD). published in the
June volume of the Washington Economic and Revenue Forecast. The Department will provide this rate
of adjustment to the vendor no later than August 1st of each calendar year. .
No additional points will be awarded to vendors proposing to guarantee more than. the required
guaranteed commission amount stated above.
7.1.1.2
Phon~
Rates Bid by Call Type
Vendor must indicate the proposed rates for the initial term ofthe contract for all types of calls in a
table/chart as shown in Exhibit E. Phone rates may not be increased for the initial term of the contract.
Adjustments in phone rates will be considered by the Department after initial term of the contract on a
pass through basis only. By September 1, 2007 ·anq. each year thereafter the vendor will provide written
notice of any phone rate increase requested and will provide sufficient documentation to justify the
requested increase. Increases shall not exceed the rate of adjustment to the guaranteed commission under
Section 7.1.1.1 above. Acceptance will be at the discretion of the Secretary and shall not produce a
higher profit margin than that established on the original contract pricing. Approved price adjustments
State ofWashington
Department of Corrections
CRFP6446
Page 21 of 24
0000 i 5
shall be implemented no sooner than January 1SI of the following calendar year and remain unchanged
during that calendar year.
SECTION 8
8.
Proposal Evaluation Requirements
8.1
Evaluation Team
.1
Department staff and others as may be selected in the sole discretion cifthe Dep,artment will perform the
evaluation. Input from stakeholders may be requested by the evaluation t~anJ.(s) in their sole discretion.
"
8.2
.
Basis for Evaluation
Proposals will be evaluated strictly in accQrdance with the requirements set forth in this RFP and any
amendments issued.
.
8.3
Evaluation Steps
Proposals will be evaluated in three stages:
8.3.1
Preliminary screening.
Proposals will first be reviewed for compliance with procedural instructions as set forth in the RFP. If a
propollal is found to be non-responsive, it will be eliminated from further consideration.
8.3.2
Review of Mandatory Requirements
The Implementation Plan, Technical, Qualification and Cost proposals will then be reviewed by the RFP
Coordinator or designe¥s for adequacy of responses to the- mandatory requirements, as indicated in the
RFP by (MR) on the requirement heading line. Hany mandatory requirement is not met, the proposal
will be eliminated from further consi<ieration. The Department reserves the right to waive non-material
deviations if this is in the best interest ofthe Department:
If, in the opinion of the Department, the financial information provided by the vendor in the
Qualification Proposal does not adequately demonstrate fmancial stability, the vendor's proposal may be
rejected without further consideration.
.
8.3.3
Qualitative Review and Scoring
Proposals which pass the preliminary scn:ening and mandatory requirements review will be evaluated
and scored based on responses to requirements in the RFP which are denoted as scored by the appearance
of (MS-#) on the requirement heading line. The evaluators will consider how well the vendor'spropoi?ed
solution meets the needs' of the Department, as described in the vendor's response to each requirement.
Therefore, it is important that the responses be clear and complete, so that the evaluators can adequately
understand all aspects of the proposal. A response of only ''Read, understood, and will comply" will
result :in a zero score for the response.
8.4
Scoring
Each scored item will be given a score by each evaluator. Evaluators will be given an oppo~tyto
discuss the proposals and results of references within them prior to final scoring. The evaluators will
complete final scores independently of each other. The Department reserves the right to request
clarification of any vendor's proposal.
8.4.1
Technical/Qualification Points
Points will be assigned based on how the proposed technical response meets the expressed
operating/prognimmatic need or the sufficiency of qualifications supporting each of the items being
rated. A scale of zero to four will be used. This scale is defined as follows:
o= The evaluator determines the technical respons"e or qualifications are.inadequate or unusable.
State of Washington
Department of C.orrections
L
CRFP6446
Page 22 of24
....li
000 076' "
1 = The evaluator determines that the technical response or qualifications is substandard to that
which is expected.
2 = The evaluator determines the technical response or qualifications are'adequate and of
average capability, availability and utility to the Department.
3 = The evaluator determines that the technical response or qualifications is better than which is
average or expected.
.
4 = The evaluator determines the technical response or qualifications are clearly superior tothat
which is average and in the ability to meet the Department's needs.
,__ ._ _.. __ .. _
Each scored requirement is assigned a weight value factor as shown on the heading line for each scored
subsection. The score given for each item will be multiplied by the value for that item to give the
weighted score.. The weighted scores will be added together to produce a total weighted score. This
weighted score will be divided by the total possible score. For the Technical score the percentage
derived will be multiplied by 22, the total points available for the Technical section. Each evaluator's
' _..sq01:e w:.i11. then be ,::tY~rageCl..1];li~.
wi,11 prpd1l.ge the total I~_q@iq~ ~,oints. ~qr the Q1,1alificationl;; ~C9r:~
the percentage derived will be multiplied by 24, the total points available for the Qualifications section.
Each evaluator's score will then be averaged. This will produce'the total Qualifications points.
8.4.2 . Cost Points
The Cost Proposal Score .awards a maximum of 54 points and is comprised of four subscores: lowest
collect call cost to offenders and the persons paying for the calls, lowest alternative call cost to offenders
and the persons paying for the cails, lowest combined costs, and lowest commission rate. The maximum
total is made up of a maximum of 28 points for the lowest collect call cost to the offender and the
persons paying for the call, a maximum of 12 points for the lowest alterna~ive call cost to the offender
and the person paying for the call; a maximum of 10 points for lowest total cost of both collect and the
proposed alternative calling plan, and a maximum of. 4 points for the lowest commission rate paid to the
Department..
Offender call costs will be calculated using 20-minute call duration using the number of calls for
each call tvpe identified in subsection 2.1. Interstate long distance and international calls rates
proposed will not be used in the evaluation. For the purposes of evaluation a 70%-30% ratio of
collect to alternative cost rates (i.e., pre-paid/debit) will be used. lithe vendor proposed day and
night rates, the lowest rates proposed will be used provided the rates are within 5% of each other,
otherwise the rates will be averaged for evaluation purposes.
•
Lowest collect call cost - The score for the lowest collect call cost is computed by dividing
the lowest collect call amount calcUlated to be paid for phone calls by offenders and public
users proposed by a vendor (Numerator) by the total amount calcuJated to be paid for phone
calls by offenders and public users proposed submitted in the vendor's proposal
,
(Denomin~tor) and multiplying by 28 (the weighting factor). See Exhibit C for an example.
•
Lowest alternative call cost - The score for the lowest alternative call cost 1S computed by
dividing the lowest alternative ca,l1 amount calculated to be paid for phone calls by offenders
and public users proposed by a vendor (Numerator) by the total amount calculated to be paid
for phone calls by offenders and public users proposed submitted in the vendor's proposal
(Denominator) and multiplying by 12 (the weighting factor). See Exhibit C for an example.
•
Lowest total offender call costs - The score for the lowest total offender call costs is
computed by Clividing the total cost of both collect calls ·and alternative call plan call's
calculated to be paid for phone calls by offenders and public user proposed by a vendor
(Numerator) by the total amount calculated to be paid for collect and alternative call plan
phone calls by offen4ers and public users submitted in the vendor's proposal (Denominator)
. and multiplying by 10 (the weighting factor). See Exhibit C for an example.
State of Washington
Department of Corrections
CRFP6446
Page 23 of24
'"
•
8.5
Lowest commission rate - The score for the lowest commission rate is computed by
dividing the lowest commission,rate percentage proposed any vendor (Numerator) by the
commission rate percentage submitted in the vendor's proposal (Denominator) and
multiplying by 4 (the weighting factor). See Exhibit C for an example.,
Scoring/Selection Approach!Apparent Successful Vendor
The RFP Coordinator or designee will compile the scores from the Technical, Qualifications and Cost
Proposals and rank the vendors based on final score. The highest scoring vendor will be notified that they
are the Apparent Successful Vendor. A vendor tie results if the difference between the highest final score
and the next highest score is less than one point. In the result of a tie, the Implementation Plan (See
Section' 2.2.2) Will be assessed by the evaluation team(s) to determine the final vendor ranking.
The Implementation Plan will,be scored on a" scale ofO-10, 10 representing the highest score. The
overarching considerations are to maintain connectivity, avoid disruption of telephone services to
offenders and the Department's need to monitor and/or rerecord offender calls and to minimize the
concurrent use of the incumbent provider's and successor's services. The evaluators will consider the
following in awarding a score:
•
the tasks and activities to be completed and their timeframes/milestones prior to the start of
services (e.g. set-up offa9ilities, hook-up of phone lines, hiring/training ofpersonnel).
• the schedule or sequencing of the service installations at Department sites.
• the potential risks that might affect ,the changeover to a new phone provider, their possible
impacts and any strategies or solu.tions that the vendor proposes to mitigate or prevent these
impacts.
.
The evaluation process is desIgned to award a contract' not necessarily to the vendor of least cost,
but rather to that vendor with the bestcombination of attributes based upon the evaluation,
criteria.
'.
State of Washington,
Department of Corrections
CRFP6446
Page 24 of 24,
000078
EXHIBIT A
CERTIFICATIONS AND ASSURANCES
I1we make the following certifications and assurances as a required element of the proposal t6
which·it is attached, understanding that the truthfulness of the facts affIrmed here and the
continuing compliance with these requirements are conditions precedent to the award or
.continuation of the related contract(s):
The prices and/or data have been determined independently, without consultation,
communication, or agreement with others for the purpose of restricting competition. However,
I1we may freely join with other persons or organizations for the purpose of presenting a single
proposal.
The attached proposal is a fum offer for a period of 180 days following receipt and may be
. accepted by the Department without further negotiation (except where obviously required by
lack of certainty in key terms) at any time within the 180 day period.
.
In preparing this proposal, JJwe have not been assisted by any current or former. employee of the
state of Washington whose duties relate (or did relate) to this proposal, or prospective contract,
and 'who was assisting in other than his or her official, public capacity. NeitheJ;" does such a
person nor any member of his or her immediate family have any fmancial interest in the outcome
of this proposal. (Any exceptions to these assur;;mces are described in full detail on a separate
page and attached to this document.)
I1we understand that the Department of Corrections will not reimburse me/us for any costs
incurred in the preparation of this propo~al. All proposals or bids become the property of the
Department andJJwe claim no proprietary right to the ideas, writings, items, or samples.
JJwe understand that, in connection with this acquisition:
The proposals will be evaluated and scored using the call data provided in this RFP only.
The rate data and prices that have been submitted are accurate and complete.
Unless otherwise required by law, the prices and/or rate data that have been submitted have not
been knowingly disclosed by the vendor and will not knowingly be disclosed by him/her directly
or indirectly to any other vendor or to any c.ompetitor prior to contract award.
.No attempt has been made or will be made· by the vendor to induce any other person or fum to
submit or not to submit a proposal for the I'urpose of restricting competition.
The vendor certilles that it is not debarred, suspended, or otherwise excluded from or ineligible
for participation in Federal Assistance programs under Executive Order 12579 "Debarment and
Suspension."
.
This proposal is subject to disclosure as a public record under Chapter 42.~ 7. RCW.
The vendor agrees to yomply with the Americans with Disabilities Act (ADA).
The vendor grants permission to the Department ~o contact· all references provided'in the'
vendor's proposal, or identilled in Section 6.7.1.1 of the RFP and understands that the .
Department may choose to only contact some of them as part of the evaluation process.
State.ofWashington
Department of Corrections
CRFP6446
Exhibit A
\
I1we understand that any contract awarded as a result of this RFP will incorporate General Terms
and Conditions substantially simllar to those attached as Exhibit B. IIwe certify that iJwe will
comply with these or substantially similar General Terms and Conditio!ls if selected as the
Apparently Successful Vendor:
I1we acknowledge that the Department has the right to cancel the RFP for any reason, at
any time, ·without penalty to the Department or the state of Washington.
I/we understand that exhaustion of the protest procedures set forth in this RFP is a prerequisite to
filing suit. It is further understood and agreed that any lawsuit resulting from the RFP must be
filed iri Thurston County of the state of Washington.
I certify that I am the (Title)
ofthe (organization)
and
am authorized to enter into a contractual relationship on behalf of my. orgamzation. The
information sub:initted with this proposal is accurate and true to the best of my knowledge.
Written Signature
Typed Signature
Title
Date
Company Name
'.
'"
State ofWashington
Department of Corrections
CRFP6446
Exhibit A
-1- -~-'~-~-.~ ._-~- -~.-.~.-~~~-~..------ ...-.-----~~~ ..~- .. -~ -.. ---~------_.---~~.-_.-~~~._~-.--~~_.- ..~--.- ------ -
.
.~-- --------~~---- .-----~-.--.-- ---~-.~-.~--~-.-
..----.----~~-.-.
EXHIBITB
G;ENERAL TERMS AND CONDITIONS
1.
DEFINITIONS - As used throughout this Contract Agreement, the following terms shall have the meanings set forth below:
1.1 "Contractor" shall mean that agency, firm, provider, organization, individual or other entity pert'onning services under
this Contract Agreement. It shall include any Subcontractor retained by the prime Contractor as permitted under the
terms ofthis Contract Agreement.
-
1.2 "Secretary" shall mean the Secretary of the Department of Corrections and delegates authorized in writing to act on
Secretary's behalf.
1.3 "Department" shall mean the Department of Corrections (DOC) ofthe ,state ofWashington, any division, section,
office, unit or other entity ofthe Department, or any ofthe officers or other officials lawfully representing that
Department.
-,
1.4 "Subcontractor" shall mean one nQJ; in the employment of the Contractor, who is performing all or part ofthose
services under this Contract Agreement under a separate contract agreement with the Contractor. The terms
"Subcontractor" and "Subcontractors" mean Subcontractor(s) in any tier.
1.5 "Contract Administrator"shall mean the Administrator of the Department's Office of Contracts and Regulations, or
delegate.
1.6 "OMWBE" means the Office of Minority and Women'sBusiness Enterprises of the state ofWashington.
1.7 ''Minority Business Enterprise", ''Minority-Owned Business Enterprise", or ''MBE'' means a business organized for
profit, performing a commercially useful function, which is owned and controlled by one or more minority individuals
and which is certified by the OMWBE.
1.8 ''Women's Business Enterprise", ''Women-owned Business Enterprise", or ''WBE'' means a business organized for
profit, performing a commercially useful function, which is owned and controlled by one or more women and which is
certified by the OMWBE.
.
-
-
\
2.
CONTRACTOR NOT EMPLOYEE OF DE!,'AR'IMENT - The Contractor, its employees or agents performing under this
Contract A,greement are not employees or agents of the Department. The Contractor will. not hold himself/herself out as,
nor claim to be, an officer or employee of the Department or ofthe state of Washington by reason hereof, nor will he/she
_.make any claim ofright, privilege,' or benefit which would accrue to a civil service employee under Chapter 41.06 RCW.
3.
NON-DISCRIMINATION - During the performance of this Contract Agreement, the Contractor shall comply with all
requirements offederal, state, and local non-discrimination statutes and regulations. These requirements include, but are
not limited to: '-
3.1 Non-discrimination in employment. The Contractorshall not discriminate against any employee or applicant for
employment because of race, color, sex, religion, national origin; creed, marital status,age, or the presence of any
sensory, mental or physical handicap. This requirement do~s not apply, however, to a religious corporation,
association, educational institution or society with respect to the employment of-individuals of a particular r!'lligion to
perform work connected with the carrying on by such corporation, association, educational institution, or society of its
activities.
The Contractor shall take affirmative action to ensure that employees, including' apprentices and volunteers, are
employed and treated during employment without discrimination because of their race; color, religion, sex, national _
origin, creed, marital status, age, or the presence of any sensory, mental, or physical handicap. Such action shall
, include, but not be limited to, the following: Employment, upgrading, demotion, transfer, reCruitment, and selection
for training.
3.2 Non-discrimination iI). Client Services. The Contractor shall not, on grounds ofrace, color, sex, religion, national
origin, creed, marital status, age, or the presence of any sensory~ mental, or physical handicap:
A. Deny an individual any services-or other benefits provided under"this Contract Agreement.
B. Provide any service(s) or other benefits to an individual, which are different, or are provided in a different manner
from those provided to others under this Contract Agreement.
C. Subject any individual to segregation or separate treatment in any'mariner related to the receipt of any service(s)
or other beI).efits, provided under this Contract Agreement. ,
State ofWashington
Department of Corrections
- CRFP6446
ExhibitB
Page 1 of7
~~~':o 00081
,D.
Deny any individual an opportunity to participate in any program provided by this Contract Agreement through
the provision ofservices or otherwise, or afford an opportunity to do so which is different from that afforded
others under this Contract Agreement. The Contractor, in determining (a) the types of services or other benefits
to be provided; (b) the class of individuals to whom, or the situation in which, such services on)ther benefits will
be provided; or (c) the class of individuals to be afforded an opportunity to participate in any services or other
benefits, will not utilize criteria, methods or administration which have the effect of subjecting individuals to
discrimination because of their race, color, sex, religion, national origin, creed, marital status, age or the presence
of any sensory, mental, or physical handicap.
\,
3.3 Americans 'with Disabilities Act, and any other Federal, State, or local regulations regarding the rights ofindividuills 'or
groups shall be abided by in the performance of this Contract Agreement where appropriate.
- 3.4 Non-compl;ancewith Non-discrimination Requirements - In the event of the Contractor's non-compliance or refusal to
comply with the non-discrimination requirements, this Contract Agreement may be rescinded, canceled, or terminated,
in whole or in part, and the Contractor may be declared ineligible for further"contracts with the Department. The
Contractor shall, however, be given a'reasonable time in which to cure this non-compliance. Any dispute may be
resolved in accordance with the ''Disputes'' procedure set forth, herein.
'
4.
POLICIES AND PROCEDURES - In connection with such services rendered hereunder, the Contractor agrees to ,comply
with applicable Department! Institution policies and procedures relative to custody of inmates and security/operation of the
,institution such as, but not limited to, fingerprinting, photographs for identification purposes, and searches.
5.
UTILIZATION, OF MINORITY-OWNED AND WOMEN-OWNED BUSINESSES ~ During the performance of this
Contract Agreement, the Contractor shall comply with Chapter 39.19 RCW, as now existing or hereafter amended, any rule
adopted under :that Chapter by OMWBE and/or any policy or regulations adopted by the Department to effect agency
compliance with, that Chapter.
In the event that the Contractor fails to comply with any requirements set forth in the text of the contract instrument, relative'
to the utilization ofminority and/or women-owned b\JSinesses, the Department may take such action or actions as are
provided 'to the Dep!lrtment under Chapter 39.19 RCW.
If the Contractor prevents or interferes with any Subcontractor's compliance with these provisions, or submits false or
fraudulent information to the Department regarding compliance with this provision, the Contractor shall be subject to a,fine
not to exceed One Thousand Dollars ($1,000) in addition to any other penalties or sanctionsprescribed by law.
"
,
,
6.' BILLING PROCEDURES - The Contractor's compensation for goods and services rendered under this Contract Agreement
shall be as set forth in the text of the contract instrument attached hereto. Any additional goods or services furnished by the
Contractor in excess of that set forth in the text of the contract instrument attached hereto must have prior written approval
'ofthe Secretary.
At the intervais prescribed by the Department, the Contractor shall submit a state invoice voucher form prepared in
triplicate (original arid two signed copies) in the manner prescribed by the Department. Such vouchers shall contain a
detailed statement of contract services performed for which the Contractor is seeking compensation. These vouchers shall
also include such information as is necessary for the Department to determine the exact nature of all expenditures by
Contractor for which reimbursement is sought and, as appropriate, identify all personnel for whom qompensation is sought,
the a;nount of hours each individual worked, and the rate of compensation for each.
'
The Contractor shall submit all travel expenses for which reimburs~mentis sought on a state travel expense voucher form,
completed and signed by the Contractor. These expenses shall be submitted at the intervals and in the manner prescribed by
the Department.
Payment shall be c~nsideredtimely if made by the D'epartment within 30 work days after the date ofreceipt. The
Department may, in its sole discretion, withhold payments due the Contractor for services rendered if the Contractpr fails to
satisfactorily comply with any term or condition of this Contract Agreement.
.
7.
8.
INDEMNIFICATION - The Contractor shall dbfend, protect, and hold harmless the state of Washington, the Department,
or any employees thereof, from and against all claims, suits, or actions arising from any negligent or deliberate wrongful act
or omission of the Contractor or Subcontractor, or agents of either, while performing under the terms of this Contract
Agreement. The provisions of this paragraph shall not apply to any act or omission by the Contractor for which the
,Department, in the text of this Contract Agreement, has agreed to defend and hold the Contractor harmless. The provisions
of this section shall survive any termination or the ex~iration of this Contract Agreement.
COVENANT AGAINST CONTINGENT Ff;ES - The Contractor warrants that no person or selling agency has been
employed or retained to solicit or secure this Contract Agreement upon an agreement or understanding for a commission,
State of Washington
Department of Corrections
CRFP6446
ExhibitB
Page 2 of7
000082
percentage, brokerage, or contingent fee, excepting bona fide employees or bona fide established commercial or selling
agency maintained by the Contractor for the purpose of securing business. The Department sl;1all have the right, in the
event of breach of this clause by the Contractor, to annul this Contract Agreement without liability or, in its discretion, to
deduct from the contract price or consideration or otherwise recover the full amount of such commission, percentage,
brokerage, or contingent fee. The provisions of this section shall survive any termination or the expiration of this Contract
Agreement.
9.
CONFLICT OF INTEREST - The Department may, by written notice to th.e Contractor:
· 9.1 Terminate the right of the Contractor to proceed under this Contract Agreement if it is found, after due notice and
examination by the Contract Administrator, that gratuities in the form of entertainment, gifts, or otherwise are offered
or given by the Contractor, or an agent or representative of the Contractor, to any officer or employee ~f the
Department, with a view towards securing this Contract Agreemimt or securing favora,ble treatment with respect to the
..'
\
awarding or amending ot the making of any determinations with respect to this Contract Agreement.
9.2 In the event this Contract Agreement is terminated as provided in (9.1) above, the Departrnent shall be entitled to
pursue the same remedies against the Contractor as it could pursue in the event of a brea~h of t)le Contract Agreement
by the Contractor. The rights and remedies of the Department provided for in this clause shall not be inclusive and are
in addition to any other rights and remedies provided by law. The existence offacts upon which the Contract
Administrator makes any determination under this clause shall be an issue and may be reviewed as provided in the
"Disputes" clause of this Contract Agreement.
10. TREATMENT OF ASSETS10.1 Title to all property furnished by the Department shall remain in· the Department. Example: The Department provides
desks for Contractor staff. Title to desks remains in the Department.
· 10.2 Title to all property purchased by the Contractor, the cost of which the Contractor is entitled to be reimbursed as a
direct item of cost under the Contract Agreement, shall pass to and vest in the Department upon deliveIY of such
property to the Contractor. Example: The Contractor. purchases equipment that is a reimbursable budget line item.
Title passes to and vests in the Department.
10.3 Title to all property, the costs of which is directly or indirectly reimbursed by the Department, shall pass to and vest in
the Department upon deliveIY of such property to the Contractor. Example: Contractor receives all income from the
Department. There are no other sources of funds. Although the item may not be listed in the budget, title will pass to
and vest in the Department upon delivery since the costs ofthejtem has been paid by Departm~tfunds.
10.4 Any property of the Department furnished to the Contractor shall, unless otherwise provided herein, or approved by
the Contract Administrator, be used only for the performance of this Contract Agreement.
.
10.5 The Contractor shall be responsible for any loss or dainage to property of the Department which results from the
negligence of the Contractor or which results from the failure on the part of th~ Contractor to maintain and administer
that property in accordance with sound management practices, and. shall maintain an inventory ofDepartment property.
.10.6 Upon the happeniltg ofloss or destruction of, or damage to, any Department property, the Contractor shall notify' the
Contract Administrator thereof and shall take all reasonable steps to protect that property frOIl,1 further damag~.
,.
· 10.7 The Contractor shall surrender to the Department all property of the Department prior to settlement upon completion,
termination, or cancellation of this Contract Agreement.
10;8 All purchases of equipment by Contractors for programs administered by 'contractors, which are property oithe
Department as defined herein, are to be received at the institution/location for control and tagging and entry into the
.
Capital Asset ManagementSystem (CAMS) before distribution to the Contractor for use.
10.9 All references to the Contractor under this clause shall include any ofhislher employees, agents, or Subcontractors.
11. NON-ASSIGNABILITY - The Contractor may not assign any of the Contractor's duties, obligations, rights, or claims
assumed or created under this contract without the express prior written consent of the Department signed by the Secretary.
The provisions of this section shall survive any termination or the expiration of this Contract Agreeinent.
12. RECORDS, DOCUMENTS, AND DUTIES - The Contractor shall maintain such books and records, and utilize such
accounting procedures and practices necessary to reflect sufficiently, accurately, and properly all direct and indirect costs of
any nature expended in the performance of this Contract Agreement. These records shall be subject at all reasonable times
to inspection, review, or audit by personnel duly authorized by the Department. Should an audit conducted under the
authority of this section disclose that the Contractor has been paid by the Departme!lt in excess ofthe agreed upon costs
State of Washington
Department of Corrections
CRFP6446
ExhibitB
Page 3 of?
000.083
(overpayment), or has been reimbursed by the Department for direct or indirect costs which are disallowed as a result of that
audit, then, in either event, the Contractor shall, upon demand by the Department, repay such overpayment or
reimbursement to the Department. The Contractor will retain all books, records, documents, and other material relevant to
this Contract Agreement for five years after settlement, and make them available for inspection by persons authorized under
this provision. The provisions of this section shall survive any termination or the expiration of this Contract Agreement
13. SAFEGUARDING OF INMATE INFORMATION - The use or disclosure by any party of any information concerning an
inmate for any purpose not directly connected with the administration of the DepartlIient's'or the Contractor's
responsibilities with respect to services provided under this Contract Agreement is prohibited, except by written consent of
the Department or inmate, or histher legal representative.
The Contractor agrees to abide by present and future federal and state laws and regulations in maintaining the
confidentiality of agency files and records, including Criminal History Record Information (CHRI). In the event CHRI is
provided to the Contractor, the Contractor shall abide by all present and future Department rules and regulations governing
the use of CRR! information and shall require any of the Contractor's authorized personnel having access to CHRI to.
strictly adhere to the same. The provisions of this section shall survive any termination or the expiration of this Contract
Agre=~,'
.
14. RIGHTS IN DATA - Unless otherwise provided, data that originates from this Contract Agreement shall.be "works for
hire" as defined by the U.S. Copyright Act of 1976 and shall be owned by the Department. Data shall include, but not be
limited to, reports, documents, pamphlets, advertiseII1ents, books, magazines, surveys, studies, computer programs, films"
tapes; andlor sound reproductions. Ownership includes the right to copyright, patent, register, and the ability to' transfer
these rights.
'
Data which is delivered under the Contract Agreement, but which does not originate therefrom, shall be transferred to the
, Department with a non-exclusive, royalty free, irrevocable license to publish, translate, reproduce, deliver, perform, dispose
of, and to authorize others to qo so; provided that such license shall be limited to the extent which the Contractor has aright'
to grant such a license. The Contractor shall exert all reasonable efforts to advise the Department, at the time of delivery of
data furnished under this Agreement, of all known or potential invasions of privacy contained therein and of any portion of
such document which'was not produced in the performance of this Contract Agreement The Department shall receive
prompt written notice of each notice, claim, or copyright infring=ent received by the Contractor with respect to any data
delivered under this Contract Agre=ent. The Department shall.have the right to modify or remove any restrictive
markings placed upon the data by the Contractor. The provisions of this section shall survive any tennination or the
expiration of this Contract Agreement. '
The Contractor shall not use or in any manner disseminate such wor~ product' or program to any third party without the
,prior written permission of the Department. The Contractor shall take all reasonable'steps necessary'to ensure that its
agents, =ployees, or subcontractors shallll,ot copy or duplicate any programs or work products or any portion thereof, in
any form, or make !lI!-y disclosure with 'reference thereto any third party.
'
".
.
15. SUB-CONTRACTING - The Contractor shall not enter into sub-contractS for any of the work cont=plated under this
Contract Agreement without obtaining prior written approval of the Contracts Administrator of the Department or histher
delegate.
16. LICENSING ANi:> ACCREDITATION STANDARDS - The Contractor shall comply with all applicable local, state and
federa1licensing and accrediting requir=ents(standards, necessary in the performance of this Contract Agre=ent.
, 17. INDUSTRIAL INSURANCE COVERAGE - As required by statutes or regulations, the. Contractor shall provide or
purchase industrial insurance coverage prior to performing work under this ContractAgre=ent. The Departm,ent will not
be responsible for payment of industrial insurance premiums or for any other -claim or benefit for the Contractor, or any
Sub-contractor, or employee of the Contractor, which might arise under these industrial insurance laws during performance
of duties and services under this Contract Agreement.
.
18. RIGHT OF INSPECTION - The Contractor shall provide right of access to its facilities to the Department, or any of its
, officers, or to any other authorized agent or official of the state of Washington or the federal government at all reasonable
times, in order to monitor and evaluate perfonnance, compliance, and/or g,uality. assurance under this Contract Agre=ent.
19. :ADVANCE PAYMENTS PROHIBITED - No payment in advance or in anticipation of services or supplies to be provided
under this Contract Agreement shall be made by'the Department.
20. NON-AVAILABILITY OF FUNDS - In the event funding from state, federal, or other sources is unavailable, withdrawn,
reduced, insufficient, or limited in any way, the Department may terminate the Contract Agre=ent under the "Termination
State of Washington
. Department of Corrections
CRFP6446
Exhibit.B
Page 4 of'?
····.··00008.4
for Convenience" clause; (without the five-day notice requirement).subject to renegotiation under any new funding
limitations and conditions.
.
21. WAIVER OF DEFAULT - Waiver of any default shall not be deemed to be a waiver of any subsequent default. Waiver of
breach of any provision of the Contract Agreement shall not be deemed to be a waiver of any other or subsequent breach
and shall not be construed to be a modification of the terms of the Contract Agreement, unless stated to be such in writing,
signed by the Secretary of the Department, and attached to the original Contract Agreement.
.
22. CHANGES AND MODIFICATIONS - The Secretary may, at any time, by written notification to the Contt:actor, and
without notice to any known gUarantor or surety, make unilateral changes in the scope of-the services to be performed under
the Contract Agreement, the period of performance, or the price. These unilateral changes shall be effective as set forth in
the amendment to the Contract Agreement or upon signature by the Secretary, if no date has been set forth.
The Contractor will be deemed to have'accepted any such unilateral change unless the Contractor notifies the Department's
Contracts Administrator of the Contractor's non-acceptance of such unilateral change within fifteen (15) calendar day,s after'
the date the change notice is signed by the Secretary. The 90ntractor and the Department will then use good faith efforts to
negotiate a change acceptable to both parties. Failure to agree on an acceptable change shall be a dispute concerning a
question offact within the meaning of claUSe #23, ''Disputes''. However, nothing in this clause shall excuse the Contractor
from proceeding with the Contract Agreement as changed.
23. DISPUTES - Except as otherwise provided in the Contract Agreement, should a dispute arise between the parties hereto,
with respect to the terms of this contract or the performance thereof, and it cannot be resolved informally, the parties shall
refer the dispute to an independent arbitrator selected by mutual agreement of the Contractor and the Department. The
arbitrator so chosen shall establish procedures for an arbitration hearing and shall render a decision resolving the dispute.
The arbitrator's decision shall be binding on both parties, unless either party delivers written objection to the decision to the
non-objecting party within ten (10) working days after receiving the decision by the arbitrator. The arbitrator's fee will be
shared equally by the parties, but neither party shall be financially responsible for the costs incurred by the other party in
connection with the arbitration. The parties agree that this dispute process shall precede the conunencement of any legal
action.
r
Should either party hereto commence any action in a state or federal tribunal with respec.t to the dispute decided by
arbitration hearing, then the party bringing·the action shall bear all court costs and attorney fees if the decision of the
arbitrator is substantially upheld. If the decision of the arbitrator is not upheld, then each party shall bear its own costs and
attorney fees.
.
24.. TERMINATION·
.24.1 FOR DEFAULT - The Secretary may, by written notice, terminate the Contract Agreement in whole or in part, for
failure of the Contractor to perform any of the provisions hereof. In such event, the Contractor shall be liable for
damages as authorized by law, including, but not limited to, any cost diffetence between the original Contract
Agreement and the replacement or cover Contract Agreement and all administrative costs directly related to the
replacement Contract Agreement, i.e., cost of the competitive bidding, mailing, advertising, and staff time: Provided,
that if (A) it IS determined for any reason the Contractor was not in default, or (B) the Contractor's failure to perform is
without his/her and/or his/her Sub-contractor's control, fault or negligence, thetermination shall be deemed to be a·
Termination for Convenience.
24.2 FOR CONVENIENCE -Except as otherwise provided in this Contract Agreement, the Secretary may, by five (5)
day's written notice beginning on the second day after the mailing, terminate tl:iis Contract Agreement, in whole or in
part, when it is in the best interests of the Department. If this Contract Agreement is so tenninated, the Department ,
shall be liable only for payment in accordance with the terms of this Contract Agreement for services rendered prior to
the effective date of termination.
25. TERMINATION PROCEDURE - Upon termination of this Contract Agreement, the Department, in addition to any other
rights provided in this Contract Agreement, may require the Contractor to deliver to the Department any property .
specifically produced or acquired for the performance of such pan of this Contract Agreement as has been terminated. The
provisions ofthe ''Treatment of Assets" clause shall apply in such property transfer.
.
The Department shall pay to the Contractor the agreed upon price, if separately stated, for completed work and services
accepted by the Department, and the am'ount agreed upon by the Contractor and the Secretary for (A) completed work and
services for which no separate price is stated, (B) partially completed work and services, (C) other property or services
which are accepted by the Department, and (D) the protection and preservation of property, unless the termination is for
default, in which case the Secretary shall detennine the extent of the liability of the Department. Failure to agree with such
State of Washington
Department of Corrections
CRFP6446
ExhibitB
P~ge5
of?
000085
detennination shaH be a dispute within the meaning of the ''Disputes'' clause of this Contract Agreement. The Department
may withhold from any amounts due the Contractor for such completed work or services such sum as the Secretary
, determines to be necessary to protect the Department against potential loss or liability.
I
The rights and remedies of the Department provided in this clause shaH not be exclusive and are in ,addition to any other
rights and remedies provided by law or under this Contract Agreement
After receipt of a notice of termination, and except as otherwise directed by the Secretary, the Contractor shall:
25.1 Stop work under the Contract Agreelrient on the date, and to the extent specified, i~ the notice; ,
<.
1
25.2 Place no further orders or sub-contracts for materials, services, or facilities except as may be necessary for completion
of such portion of the work under the Contract Agreement as is not terminated;
25.3 Assign to the Department, in the manner, at the times, and to the extent directed by the Secretary, all of the rights,
titles, and interest of the Contractor under the orders and sub-contracts so terminated, in which case the Department has
the right, at its discretion, to settle or pay any or all claims arising out of the termination of such orders and subcontracts;,'
,
25.4 Settle all outstandIng liabilities and all claims arising out of such termination or orders and sub-contracts, with the
approval or ratification of the Secretary to the extent he/she may require, which approval or ratification shall be final
for all the purposes of this clause;
25.5 Transfer title to the Department and deliver in the manner, at the time, andto the extent, ifany, as directed by the
Secretary, any property which, if the Contract Agreement had been completed, would have been required to be
furnished to the Department.
. . '
,
.-
25.6 Complete performance of such part of the work as shall not have been terminated by the Secretary; and
25.7 Take such action as may be necessary, or as the Secretary may direct, for the protection and preservation of the
property related to this Contract Agreement which is in the possession of the Contractor and in which the Department
has or may acquire an interest.
26. GOVERNING LAW -This Contract Agreement shall be governed by the laws of the state of Washington. Any action
brought hereunder must be brought in Thurston County, Washington.
'J
27. SEVERABILITY - If any provision of this Contract Agreement or any'provision of any document incorporated by
reference shall be held invalid, such invalidity shall not affect the other provisions of this Contract Agreement which can be
given effect without the invalid provision, and to this end the provisions of this Contract Agreement are declared to be
severable.
.
.
·28. CONSTRUCTION - Nothing in this Contract Agreement shall be construed to create aright enforceable by or in favor of
any third party.
.'
.
29. EMPLOYMENT - During the performance, of this Contract Agreement, the Contractor shall comply with all requirements
of the federal Irmnigration Reform and Control Act (IRCA) and any regulations adopted by the Department ofJustice
Bureau ofIpunigration and Naturalization Services to implement the IRCA. The provisions of this paragraph shall be in
addition to any other requirements set forth in the text of the contract instrument attached hereto or any attachmentS thereto.
30. HEALTH RISKS - There is potential risk " blood borne or other body fluid diseases to personnel who \york in or at a DOC
to
facility. It is your responsibility under Chapter 296-62-08001 Washington Administrative Code (WAC) to ensure .
, personnel in your employment and in a DOC site are trained in the requirements of this standard and that you provide
adequate protection for your staff consistent with the standard.
.
If the Contractor is a health care provider whose prirriary duties are the medical or physical care ofinmates or emergency or •
medical treatment of employees, you are responsible to understand and abide by the requirements of Chapter 296-62-08001
WAC as well as standard medical practice.
3.1. LIMITATION OF LIABILITY - The parties agree that neither the Department nor the Contractor shall be liable to each
other, regardless of the form of action, for consequential, incidental, indirect, or special damages: This section !ioes not
modify' any sections regarding retainages or any special conditions as are elsewhere agreed to herein between the parties.
\
State ofWaslllngton
Department of Corrections
CRFP6446
ExhibitB
Page 6 of7
\
000086'
The damages specified in the sections titled Tennination for Default and Records, Documents, and Duties are not
consequential, incidental, indirect or special damages as that tenn is used in this section.
Neither the Department nor the Contractor shall be liable for damages arising from causes beyond the reasonable control
and without the fault or negligence of either the Contractor or the Department. Such causes may include, but are not
restricted to, acts of God or of the public enemy, acts of a governmental body other than the Department acting in either its
sovereign or contractual capacity, war, explosions, fires, floods, epidemics, quarantine restrictions, strikes, freight
,
embargoes, and unusually severe weather; but in every case the delays must be beyond the reasonable control and without
the fault or negligence of the Contractor, the Department, or their respective subcontractors.
Neither party' shall be liable for personal injury to the other party or damage to the other party's property except personal
injury, or damage to property proximately caused by such party's respective fault or negligence:
32. PUBLICITY - The Contractor agrees to submit to the Department all advertising, sales promotion, and other publicity
matters relating to this Contract wherein the Department's name is mentioned or language used from which the connection
of the Department's name therewith may, in the Department's judgment, be inferred or implied. The Contractor further '
agrees not to publish or use such advertising, sales promotion,\ or publicity matter without the prior written consent of the
Departm~.
.
'
33. PATENT AND COPYRIGHT INFRINGEMENT - The Contractor will, at its expense, defend or settle any claim against
the Department that the software or any work products supplied hereunder infringe any patent, copyright, utility model,
inaustrial design, mask work, ottrademark. The Contractor will pay resulting costs, damages, and attorneys' fees finally
awarded provided that the Department: (a) Promptly notifies the Contractor in writing of the claim; and (b) Cooperates
with and agrees to use its best efforts to encourage the Office of the Attorney General of Washington to grant the Contractor
sole control of the defense and all related settlement negotiations.
,
,
The Contractor will pay all costs of such defense and settlement and any costs and damages awarded by a court or incurred
by the Department, except costs paid to the Office of the Attorney General as legal fees. If such claim has occurred, or in
the Contractor's opinion is likely to occur, the Department agrees to p'ennit the Contractor at its option and expense, eitheJ;"
to procure for the Department the right to continue using the software and/or work product or to replace or modify the same
so that they become non-infringing and functionally equivalent. If a court enjoins use of the software and/or work product
and the Contractor determines that none of these alternatives are reasonably available, the Contractor, at its risk and
expense, will take back the software and/or work product and refund its depreciated value. Depreciated value shall be
calcul!lted on the basis of a useful life of five years commencing on the date of completion of the work product and shall be
an equal amount per year 'over said useful life. The depreciation for fractionai parts of a year shall be prorated on the basis
of365 days per year. "
. / ,
\
'
The Contractor has no liability for any claim of infringement arising from: the Contractor's compliance with any designs,
specifications, or instructions of the Department; modification of the software by the Dep~ent or a third party without
the prior knowledge and approval of the Contractor; or use of the software in a way not sJ;lecified by the Contractor; unless
the claim arose against the Contractor's software or services independently of any of these specified actions.
,
34. ENTIRE AGREEMENT - The Contract, these TeEfis and Conditions, and' allattachments and amendments thereto,
constitute the entire agreement between the C~ntractor and the Department and no other statements or representations,
written or oral, shall be deemed a part thereof.
State of Washington
Department ofCorrections
CRFP6446
ExhibitB
Page? of']
..~ 000087
.EXHIBITC
Scoring Example
The following is an example illustrating the approach the Department will use to score the responses to the RFP.
In this example Vendor 5 is the Apparent Successful Vendor
.
Technical IT) - 22 Maximum Points
Vendor t
Vendor 2
Vendor 3
Vendor 4
VendorS
. Score
22.00
18.00
20.00
18.00
20.00
Qualifications (0) - 24 Maximum Points
.
Vendor 1·
Vendor 2
Vendor 3
Vendor 4
VendorS
Score
17.00
20.00
20.00
24.00·
22.00
Cost (C) - Maximum 54 Points
Lowest Total Collect Cost· 28 Points
Vendor 1
$8,027,581.10
Vendor 2
$8,612,470.65
Vendor 3
$8,165,022.60
Vendor 4
$8,545,278.00
Vendor 5
$7,633,083.68
Lowest Total Alternative Cost - 12 Points .
26.62
24.82
26.18
25.01
28.00
Vendor 1
($2,409,978.60
Vendor 2
$1,362,975.90
Vendor 3
$1,493,289.38
Vendor 4
$1,831,131.00
Vendor 5
$2,158,600.28
Lowest Co.mbined Cost - 10 Points
6.79
12.00
10.95
.8.93
7.58
$10,437,559.70
Vendor 1
Vendor 2
$9,975,446.55
Vendor3
$9,658,311.98
Vendor 4
$10;376,409.00
Vendor 5
$9,791,683.95
Lowest vendor commission percentage rate - 4 Points
9.25
9.68
10.00
9.31
9.86
Vendor 1
Vendor 2
Vendor 3
Vendor 4
Vendor 5
41.00%
51.00%
48.00%
45.00%
42.00%
4.00
3.22
3.42
3.64
3.90
,
Final RFP Score
Vendor
Vendor 1
Vendor 2
Vendor 3
Vendor 4
Vendor 5
State of Washington
Department of Corrections
Technical
Oualifications
22.00
18.00 .
20.00
18.00
20.00
17.00
20.00·
20.00
24.00
22.00
CRFP6446
. ExhibitC
Total Score
46.66
49.72
50.55
46.89
49.34,
85.66
87.72
90.55
,88.89
91.34
Page 1 of!
0.00088
EXHIBITD
'Examples of Vendor Cost Proposal:
Vendor 1
./
VendorPropose''crRiteLJ.......,-
-+---::-:-:::=-I--_ _-+-_ _
=r---:-.
Commission rate
4,1.00%
l-------'------~.;.:.:.:...:.:.:-.....:.....:...:....;..-------+_~--'----t---__t_::._,,_--_j----20
Type of Call
Surcharge
Per minute rate
Minute
Call Cost
Fl'at Rate
..-.-----.---.------I
Family Costs
$0.20
$0.30
$5.00
$12,50
$a,027,581.1 0
$0.50
$0.75
~ln=t=er=n=a=tio=n=a=1==~~====~$~3=.0~0:=========~=~:=======~======:==~$=18~.~o~o:=-...;..--.,,...--,,==-+----_--..
Interstate
$2.50
$0.10
$0,20
_
'.
$5.00
$0.25
, $0.50
-------=-- ----.
..----1-·---- Total Family Costs
Call Data (total calls .. 2003 data)
f-
1_O_.O_O...;.'*,O:..j Collect
30.00% PrepaidlDebit
$10,437,559.70
. _ jSl~~~=t==~_. _~~.----+.--'--.
a
CJ
C)
a
co
(b
,--'
State of WashingtOil
Department of Corrections
CRFP6446
ExhibitD
Page I of5
EXHIBITD
Examples of Vendor Cost Proposal:
. Vendor 2
Vendor Proposed Rates -----_._-_.
--Commission rate
~%
_ _~_ _ _w w _
---------..:- _____;.___.__1._
20
Minute
Call Cost
Type otc Surcharge Per mini.! FI.at Rate
Collect
local
$0.15
$1.00
interlata
$0.25
$1.50
$2.00
$0.25
intraLat~
,Interstate
$2.50
$0.50
Intemation
$3.00
$0.75
-
Family Costs
·----·------·-----$1,621,678.80· -----.-.-.---..--.
$4.00
.'
$1,829,896.25
$6.50
$7.00 ._.._.M......_ ,......",.... -~160,895.60
...___...
---$12.50
$8,612,470.65
1------$18.00
I
PrepaidlDebit
local
interlata
intraLata
Interstate
Intemation
$2.00
$2.50
$1.00
$2.00
$3.00
$0.25
$0.50
$7.00
$12.50
$1,362,975.90
_-~._-
.-----'---
"
_ _ _ _ .. ___ ......M.M
$173,751.30
.•
$241,305.00
------- ----·-··$947,919.60
.t=-.
Call Data (total calls - 2003 data ..
70.00% Collect
30.00% PrepaidlDebit .
.
-- _.-._--_..-
$0.05
$0.10
$0.15
--
. Total Family
..
..
Costs-····_-1----7---.
_ . _ _ _ _ . . . . . ._ _ .... _ _ .M
'---$'9;9'75,446.55
"
'-57937.1 Local Calls
402,175 interlata Calls
1,053,244 intralata Calls
_ _ _.....H'_.." ...... ",_ _ _ _._
----
MM. . . . .MM.......___. . . . M.". __ ••
-.._------- ~----
.
-~
_
----- -_.-.--_.-.-... .._-
.-._-----------
--
0.'
:c::.Jr
C]
C)
'((j
o
State of Washington
Department of Corrections
CRFP6446
ExhibitD
Page 2 of5
I
EXHIBITD
Examples of Vendor Cost Proposal:
Vendor 3
Vendor Proposed Rates
4800%
Commission rate
Type. of Call
Collect
Local
interLata
intraLata
Interstate
International
Hybrid
Flate
Hybrid
Rate (per
Flat Rate' minute
20 Minute
Surcharge Per. minute rate (15 min)' charge) Call Cost
$1.50
$1.50
.$1.50
$2.50
$3.00
Fam.ily Costs
$4.50
$5.50
$6.50
$12.50
$18.00
$0.15
$0.20
$0.25
$0.50
$0.75
$1,824,388.65
$1,548,373.75
$4,792,260.20
$8,165,022.60
. $1.75
$2.00
$3.00
$7.00
$12.50
$304,064.78
$241,305.00
$947,919.60
$1,49.3,289.38
PreDaid/Debit
Local
.interLata
intraLata
Interstate
International
$1.25
$1.50
$2.50
$2.00
$2.50
.
$0.10
$0.10
$0.10
$0.25
$0.50
Total Family Costs
Call Data (total calls- 2003 data)
70.00% ·Collect
30.00% Prepaid/Debit
$9,658,311.98
579,171 Local Calls
402,175 interLata Calls
1,053,244 IntraLata Calls
.
...
.. / .
State ofWasllingtoll
Department of COll'ections .
CRFP6446
ExhibitD
Page 3 of 5
'~--r--I
I
- - - - --'--.-~~-.~------~~~==-~~---------~---~-~------------ ---
I
j
,EXHIBITD
,
,Examples of Vendor Cost Proposal:
I
Y~ndor4
I
Vendor Proposed Rates
,
Commission rate
Type of Call Surcharge
Collect
Local
interLata
intraLata
Interstate
International
Per minute rate
'.
20 Minute
Call Cost
Flat Rate
$6.00
$6.00
$6.00
$6.00
$6.00
Call Data (total calls - 2003 data)
70.00% Collect
$6.00
$6.00
$3.00
$3.00
$3.00
$3.00
$3.00 .'
, Prepaid/Debit
Local
interLata
intraLata
Interstate
International
$6.00
$6.00
$6.00
$3.00
$3.00
$3.00
$3.00
$3.00
.
,
Family Costs
$2,432,518.20
$1,689,135.00
$4,423,624.80
$8,545,278.00
$521,253.90
$361,957.50
$947,919.60
$1,831,131.00
Total'Family Costs
$10,376,409.00
30.00% Prepaid/Debit
--'
579,171 Local Calls
402,175 .fnterLata Calls
1,053,244 intraLata Calls
CJ
a
CJ
a
to
f\,J
State of Washington
Department of Corrections.
CRFP6446
ExhibitD
Page 4 of 5
I~~~'
I
_---,------,---_--'--
'
~
,....
--------------------------
I
!
!
EXHIBITD
Examples of Vendor Cost Proposal:
i
VendorS
I
I
,
/
Vendor Proposed Rates
i
4200%
Commission rate
,
Type of Call Surcharge
Collect
Local
. interLata
intraLata
Interstate
International
Per minute rate
$0.75
$0.75
$0.75
-
$3.00
$3.00
Per
Flat Rate minute
rate after ~O Minute
for 5
minutes flate rate Call Cost
$0.30
$0.40
..
Family Costs
' $0.20
$0.35
$0.35
$3.75
$6.00
$6.00
$9.00
$11.00
$1,520,323.88
$1,689,135.00
$4,423,624.80
$7,(j33,083.68
$0.15
$0.20
$0.20
$3.00
$3.75
$3.75
$6.50
'$7.50
$521,253.90
$452,446.88
$1,184,899.50
$2,158,600.28
-'~
Preoaid/Debit
Local
interLata
intraLata
Interstate
International
$0.75
$0.75
$0.75
$1.50
$1.50
$0.25
$0.30
Total Family Costs
Call Data (total calls - 2003 data)
70.00% Collect
30.00% Prepaid/Debit.
$9,791,683.95
579,171 Local Calls
402,175 interLata Calls
1,053,244 intraLata Calls
a
b
C)
,0'
'-(,0
C:..)'
State of Washington
.
Depaltment of Corrections
CRFP6446
ExhibitD
PageS ofS
EXIDBITE
Vendor Cost Proposal Form;
Vendor
_
Vendor Proposed Rates
Commission rate
.
,
.'
Type of Call
Collect
Local
interLata
intraLata
Interstate
International
PreDaid/Debit
Local
interLata
intraLata
Interstate
International
Surcharge.
20 Minute
Call Cost
PEU minute rate
Family Costs
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
'.$0.00
$0.00
'.
.'
.Call Data (total calls - 2003 data)
70.00% Collect
'
30.00% Prepaid/Debit
Total Family Costs
$0.00
579,171 Local Calls
'402,175 interLata Calls
1,053,244 intraLata Calls
•
~t.,
y,
C)
c:::>
C)
c::>
to
.~
State of Washington
Deparhnent of Con'ectiolls
CRFP6446
Exhibit E
Pagel of 1
ExhibitF
DOC Policy 450.200
,
AUL.
'l'El.!EPHONE USE SYOfFEN1O'at$
RSF:ERiENCES:
. i.X:i\C. 100:~Olli fO. ill.~lrnotpo:;atect 1:rto m~ ¥OIC!J:dI~I\'5; F"c'A' ~'.7~'WAC 13?,-${I&l;
ACA 4. 44.,.Cl7; Dcc..!sa.z1ThCITe.'lCl:r-;;Etepoo~
t.~1'}~Sl>.ror~r;(1a:li
t:llcrlt!lr;t)~and iR~lng;
Ooc: S9ti.5...'lQ
POLICY::
~.
lIl.
r4-«~ Ol'i!siD:lSS-lt.! Plils'Oliiar«! l='~a.seta:itllJ!lQ.af=~to\lllJel:al>::S5e, ~,pUb1¢
e~ne;. .~Ct~,Iltl1talltmli.and~lilrb"~m1i)erSlre
:a:eut)'.~ ~p.l'Oleet~publ~
m= ellm1~'mId ~rill:1t'~
.0tl'etl2ri~tDre .t~1In. !=tjson Q$1~ P!;:.-f.IE!lsase· ~a.Cmi:les'&\fal:reqU!'te :ol'I"entt='lQ t¢
itllie arm ~r.mi:.'=' ?em.tnllJ IClentlD:::atton N(..,'mber tIPt\l'~J wnen placing ph~ calls. to
tm.)\lr:jeiO;mean~;CI' ;:Ie:ltltylng It:'i:@enG!:f W.t(O l'Illl=~~a,al1Jijrl '!hE·e\t:m or as:cullty I
;::I:moem oraoomplalnt1rom 1l'~ P:lll:!«C..
. '
.
omsc11ve
1.
:lIllml:tie PeT$all'ialld:~lIP!il t-.);urn,t."at
orre:'l~=f$,~f b:: ass~l'1etl: alii~l~ lFr.."Uj:Otl. fniiiKe /at'llmStln~ CCl>-rea.tO'!'I$
ce...ter !\.)YJ~ar\va.."illn¢t;(l~nSCaller~rV~1li~lca~..!). An
.
(
Cl't~."ldii!r'*IPm:...~n F-malnllr..e,;;ame1t".mta~t~~ln~raa:on:..
OD'ealllel'S.liWl be. Eh:lwlt1 a ttat'rlg't;'!'dee. l!ll =I1gJSh ~~a:ilS\l; dlll:ttJ.9
OIl:entaUooto 11Ia~1h"'Jt'I·oolti;HI6E:Or an.~.
2. .
each ,~=nW'WIII.s:\9n O'Ot:21~42i AGm:::,·~~rj.~· .~'tml.b:lfln,;
Te'l:ph::m::~
a.1lf.! Ccrwen>..:t1*llE:!'Re~;;:lptoOfln:m#P.:'?aa.-:ma:J id:ln1ID:att<xn
~-tt!t at al"ilm~ and nOllDe2on or
*lepllone rr..or~~ ~ .'
.
.
*-lwr.i!:!:r (IP\lN'} ;.;a:ttJc(),"£e:l~ng
~..
.s.
.Ojfentfe~;:m:;re~;IlG'I!:If;<;t~tt!~~:CsJ:t~·Ol'~Wii?I~,
Offen~',;!'.lllllml.enll.'t-=I}' i=p'tttl~""a()'ler4<Oroo~~
t
!!PINs ttl' f<iltil!:y
salt. 1'l1t:= il'a~$t.;:·l'm~oo:w,
~ite ~A4~arte!J:, ~PI1'4Mlli1itllS1rallti!l mtr'm .
F-:4X. pr.on~. or:em.ausc>tne i?,lN;tr~:!:roe p=rir.anMllf(1=a~t~·~.
State of Washington .
Department of Corrections
CRFP6¥-6
ExhibitF
Page 1 of 10
00009'5
1!!1J!it::iJ1l...
'dUll.
DQC45.11i.2D~ "jiEE..EJPHiD:\IIlE IiJSE ;BY' o'FF8tlEl8R!S
'1..
0Il'ei1rf!:r.c; 1IT~.r IE, GtI3J1l8!:i' $2: ;':::r ,j;llre:~I~rr18rt: IPllNL OOl:l\1ti:ers'i/;1I1 nat:
ttlE: o:ml:!i71 an IP~NI !t:B!"'....a.n:.oe of Ind.!gEilI:l!l'"'.
C~o:rrSi1!le[;c;·s.ilollll:iJ lfePCiJt ll1Ci.n~':.'(Ir:~; [Pfl¥~:; afl.O ,0000Ef ~prd!rlI=lTi1el:t$
l=tiiT!~llrio.C. :2ii·;r5:".: OlI'enuierii'eIEl1iilo.J1E: ACiIQll Fo.rm a
Ing !H:ta·l."mtl:
Urdt :&~VillE! Itt~t:a1E: 1/l: p1TOrE£E.b:r naME nrm: prdtHEm1! r·
Iil as. iCTJ.ol:lI1i ;ii-'Si .
!1:me~bre.
D~
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'1.
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iJf i!?Il'!Je.at11E: !riJme.ct 1:::1>:'3l111r:i, aml!
(~.
and en8U~' acll~fii~r,
P.,llJMltt:e ~!iJ13f'!r-=PQr1lEi 'bJ 'Eal::ll ~ac1ffi.j(jl~s,ijf1§\ ~Ii~ \RII!t'E; [Of all'enderrs ;Ei!:Uiat
fOr;.atlo.ll. 1iR1s;e I\Eplllls,WIili itlE! ,tepi:ar~ a seri,ur,s' rtmal:lO'iil cillO Oliil'i!DE
aooSCiSltte '1:0 ;lilaft' jjEs'!.!if.1a.te~l ty'l\;1e Sup,8iIu'1terilEr.rl:
E.
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nau;:;m
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HI.
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State of Washington
Department of Corrections
CRFP6446
ExhibitF
Page 2 of 10
6.
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.state ofWashington .
Department of Corrections
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Page 3 of 10",
CRFP6446
ExhibitF .
10....""
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State ofWasb,ington
Dep;rrtrnent of Corrections
CRFP6446
ExhibitF·
Page 4 of 10
000098
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State of Washington
Department of Corrections
CRFP6446
.ExhibitF
Page 5 of 10
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State of Washington
Department of Corrections
CRFP6446
ExhibitF'
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Page 6 of 10
"';," 0 00.1 00
ExhibitF
.DOC Policy 450.210
NUMBER
STATE OF WASHINGTON
DEPARTMENT OF CORRECTIONS
DOC 450.210
,PRISON
DATE
POLICY
DIRECTIVE
o Offender Manu'll 0 Spanish
EFFECTIVE DATE
10/3/02
PAGE NUMBeR
f
JOSE:PH 0, LE:HMAN, SECRETARY
1of4
TITLE
OFFENDER TELEPHONE MONITORING AND RECORDING
SUPERSESSION:
DOP 450.210 effective 1/23/95
REFERENCES:
DOC 100.100 is hereby Incorporated into this Policy Directive; RCW 9.73.095; DOC 450.200
'
Telephone Use by Offenders
,
POLICY:
l'
r.
The Department shall provide guidelines for the implementation and use of an offender
telephone monitoring/recording system to enhance facility security, increase offender
and public safety, and reduce the occurrence of criminal activities or activities that could
be a threat to the orderly operation of a correctional facility.
II.
Offenders' constitutional rights shall be protected by providing for unmonftored legal
phone calls per DOC 450.200 Telephone Use by Offenders.
'
DIRECTIVE:
I.
Responsibility
A.
B.
II.
The CorrectiOnal Intelligence Manager (CIM)/designee has overall responsibility
for Offender Telephone Monitoring and Recording (TIM).\.
'
The CIM/desigl'leeshaU conduct an annual inspection and submit a 'report to the
Office'of Correctional Operations (OCO) Assistant Deputy Secretary/designee.
Implementation
A.
,Activation of the monitoring program may begin only upon the specific written' ,
permission of the OCo. Assistant Deputy Secretary/designee.
, ..... 1':' . ':"ATele=Kilonltoiiii~rPre::Oj:leYational Gofuplian'ci:Hiud_ifirltisf be'-cbiTlplelei:l' ..
before a facility Superintendent or Correctional Investigator may request'
, the activation of the monitori,ng program.
,
,
'
.
State of Washington
Department of Corrections
CRFP6446
ExhibitF
Page7oflO'
, '
....~ 000101
TIn.E
NUMBER
DOC 450.210
2.
Ill.
OFFENDER TELEPHONE MONITORING AND
RECORDING'
The CIM/designee must cOl1Jplete an on-site verification 'audit to determine
a facility's readiness and sUbmit a letter and report of compliance to the
OCO Assistant Deputy Secretary/designee.
\
Notification
A.
The Superintendents of the Reception Centers atthe Washington Corrections
Center (WCC) and the Washington Corrections Center for Women (WCCW) are
responsible for ensuring that all incoming offenders complete and are provided a
copy of DOC 21-421 Acknowledgement of Monitoring Telephones and
Conversations, and the original form is placed in Section 1 of the offender's
central file.
'
B.
The Superintendents of the Washington State Penitentiary 0/IlSP) and WCCW
are responsible for ensuring that Offenders Sentenced to the Death Penalty
(ISDP) have completed DOC 21-421 AcknOWledgement of Monitoring
Telephones and Conversations, and that the original form is placed the ISDP
offender's central file.
in
C.
Prior to initial implementation of T/M opera~ons at a facility, the Superintendent
shall ensure the offender population is notlfied of the activation of the monitoring/
.
recording program by:
1.
2.
D.
Posting signs that advise the offenders that their calls may be monitored
and recorded. These signs must be placed on or adjacent to all offender
telephones at least 30 days prior to activation ,of the monitoring
operations; and
Ensuring that each offender completes and is provided a copy of DOC 21421 Acknowledgment of Monitoring TeJephpnes and Conversations. The
original signed form shall be placed In the offender's central fil~.
Classification Counselors and Records staff shaHrandomly aL!dit offenders'
,
central files to ensure DOC 21-421 AcknOWledgement of Monitoring Telephones
and Conversations is present.
IV. . Monitoring Operations.
A.
Access to the monitoring system shall be limited to the:
1.
Superintendent;
2.
CIM;
~.: ... QQU'''§.9J\QDgllJll.V.l?§!igglt:q({§)~.!~.l:lg. _ ."" . ' ... .• ....
,
4;
B.
.. ,.. ,.
Specific staff designated in writing by the Superintendent.
'Recording equipment access, inclUding disclosure requests, shall be logged. In
, addition, log entries documenting system malfunctions or technician service shall
entered in red ink. The log shall contain the following:
be
State ofWashington
Department of Corrections
CRFP6446
ExhibitF
Page 8 of 10
;'./ 000102
NUMBER
TITLE
DOC 450.210
1.
2.
3.·
4.
5.
6.
7.
OFFENDER TELEPHONE MONITORING AND
RECORDING
Date;
r.ime In;
Purpose;
Time Out,
Case number if applicable;
. Signature; and
Other relevant information. .,
C.
Log books shall be maintained by the Chief Investigator at the facility.
D.
System demonstrations to any other Department, agency, or indivlduaI(s) must
be requested in writing to the CIM.
E.
Equipment hardware and software access passwords shall be changed by the
Correctionallnvestigator(s) or CIM quarterly, or immediately upon any assigned
staff rotation, alteration. or suspected or probable system compromise. An entry
sharI be made in the log whenever there is a password change.
F.AI! recordings shall be kept a minimum of 6 months, but no longer than one year
after the interception and recording unless the recording is being used in the
ongoing investigation, prosecution of a crime, .or civil commitment proceeding=as
is necessary to ensure the orderly operation of the facility, or pursuant to a court
order.
V.
Disclosure
A.
. The ·contents of an intercepted and recorded telephone conversation shall be
divulged only as necessary to safeguard the orderly operation of the fac1lity or
protect an identified- potential victim as determined by the Superintendent, in
response to a court order, or in the prosecution or investigati.on ota crime.
B.
Under no circumstances may the master reel, a dubbed tape, evidence reel. or
recording of an offender phone call be surrendered or released to any other
person or agency without the written approval of the CIM or the oeD Assistant
Deputy Secretary/designee, or in compliance with a properly executed court
order.
.
. _. . .
..-"
C.
The.nature and capabilities otTele-Monitoring Operations (T/MO) are considered
confidential and shall not be discussed with general staff or in front of offenders.
Discussion of operations must be limited to those staff with a direct need to
know..
..
\.
__ ... VJ.. . Re.cor.ding.Equipment .. _
: A
-
I
I '
.
State of Washington
.. Department of c:rrections
!_------- ---_.~~~-_.........---:..--~---~---_.~--------_..._- -
The facility Chief investigator/designee shall manage and oversee all recording
operations and maintEinance~ of recording-equipment.
CRFP6446
ExhibitF
Page 9 of 10
000103
· ./
NUMBER
TITLE
DOC 450.210
1.
B.
OFFENDER TELEPHONE MONITORING AND
RECORDING
Hardware and software malfunctions shall be reported directly to the
contracted phone vendorwithfollow~up notificatron to the elM.
Recording equipment shall be installed per approved telecommunication
standards.
VII.· Training
A.
Training shEd! be coordinated through the CIM's office. Training shall include:
1.
2.
3.
4.
5.
Applicable administrative regulations;
The legal aspects of monitoring;
Reporting responsibilities; ( .
Confidentiality requirements; and .
Technical instruction in the use of the monitoring/recording equipment.
B.
Staff must successfully complete the above trai.ning before they can engage in
monitoring or recording of offender phone calls.
C.
Training received shall be documented and maintained through Human
Resource Development System .(HRDS) records. In addition to the HRDS
training recorcis, "authorization to monitor" certification shall be· issued !;>y the
OCO Assistant Deputy Secretary.
DEFINITIONS:
)
Words/terms appearing in this Policy Directive may also be found in the Glossary section of
the Policy Directive Manual.
ATTACHMENTS:
None
DOC FORMS (See Appendix):
DOC 21-421 Acknowledgement of Monitoring Telephones and Conversations.
,
,
State ofWashington
Department of Corrections
,1-·,--···,,-,---,_··, - - - - - . - - - . -..- .. -
--, -... . ..-.......
CRFP6446
Page 10 of 10
ExhibitF
..
.
--
--.----
-
-
- - - ..- . - - . -. .- - - - . - - . - - - - - -
--~
- -..- - .
Exhibit G
RESPONSIVENESS CHECKLIST
CRFP6446
Submitted by:
___ Proposal submitted by or before 4:00 PM on September 19, 2005.
___ Proposals submitted in :fiVe parts to include the following sections:
Submittalletter and envelope - 1 copy (See Subsection 4.3.1)
.
I
_ _ '4.3.2 Certifications and Assurances, Exhibit A
,Implementation Plan - 4 copies (See Subsection 2.2.2)
•
f·
I
Technical ProposaJ,- 4 copies (See Sub,section 4.4)
_,__ Demonstration Video (See Su,bsection 5. L 10.)
'
Qualifications Proposal - 4 copies (See Subsection 4.5)
./
Cost Proposal - 4 copies (See Subsection 4.6)
Five (5) Vend9ueferences included (See Subsection 6.7.1.1)
(
NOTE: "Yes" Answers must be given in each element for the proposal to be considered responsive.
State of Washington
. Department of Corrections .
CRFP6446
,ExhibitG
Page 1 of 1
,
\.
,,The State of Washington Department of Corrections
CRFP6446 • Offender Telephone System and Recording/Monitoring
QUESTIONS & ANSWERS
Note: These are questions that have been answered to date; more questions and
answers will be posted tomorrow.
1.
1A.
I'll be using a subcontractor for monitoring services. Do we need to include
references as well?
Yes, Section 6.6 states, that any subcontractors are proposed the
subcontractor relationship must be described with the proposing firm: This
would include the subcontractor organization .and management and
reporting relationships between the vendor's firm and the subcontractor.
This would also include references. Please refer to section 6.7.1.1 for what
must be included in listing reference information.
2.
Is it the intent of the DOC to mean that vendors may submit only one "Prime
proposal but can participate in multiple bids as a subcontractor as stated in
Section 1.1?"
2A.
Yes, this is the intent of DOC, that vendor may submit only one proposal as
the prime contractor, but may also participate in one or more proposals as
a sub contractor.
3.
Plea'se clarify the following statements:
- Section 1, 1.1, last paragraph: "vendors may submit only one proposal as a
prime contractor, but may participate as a subcontractor with another prime
contractor on more than one proposal.
" Section 3, 3.10, "each vendor may submit only one proposal. Submission of
multiple proposals is disallowed and will-result in the rejection of all
proposals submitted by the vendor."
3A.
See question 2.
4.
Can a vendor be prime for one proposal and a subcontractor for another?
4A.
Yes.
5.
Can WA DOC provide additional detail as to if each submittal is to be submitted
within ,its own binder, if each submittal is to be separately sealed (with all copies),
and if submittals can be boxed together for delivery to WA DOC?
SA.
The sealed submittal envelope may be packaged with the 'balance of the
proposal. The other four sections, the implementation plan, technical
"
.
,
-.: 000106 '
proposal, the qualifications proposal and cost proposal, may be submitted
as tabbed sections of four individual binders.
6.
6A.
At section 4.8 the use of the term MR# arid MS# are both used. However in the
RFP only MS# is used for scored requirements. Can WA DOC please clarify if
there are any MR# requirements?
.There are no MR# requirements. MR are scored pass/fail, they are not
weighted.
7.
In section 7.1.1.1 Commission, states MR and MS#, however 7.1 states
commission to be worth 4 points. Please clarify if the 4 points are corre.ct?
7A.
Section 8.4.2 Cost points, explains the maximum points and the manner of
scoring to be given the various cost factors. Cost factors are divided up
into four scoring subgroups; each of these subgroups is scored by
dividing the numerator to the denominator and multiplying by a weighting
factor. The weighting factor for determining the lowest commission rate is
4. In summary -4 is not the number of points that is awarded for lowest
commission, 4 is merely the factor for weighting commission after dividing
the percentage 'proposed by the vendor (numerator) by the commission
rate percentage submitted in the vendor's proposal (denominator)
.8.
In section 7.1.1.1, can WA DOC provide an example of how the $5.1M
guaranteed commission and the I~D calculation will work?
. SA. If the IPO is greater than zero: (1 + IPO)(Curreiltcommission) = New
commission.
·If the IPO is zero or less: New commission = Current commission.
9.
9A.
In section' 7.1.1.1, can WADOC provide additional information of how the $5.1
guaranteed commission will relate to the period of transition of services to a new
provider and the commissions t9 be received by WA DOC during the transition
period from AT&T and any other current providers?
The. new provider's responsibility to pay commissions will commence when
.it begins to provide telephone service at that institution. The commission
shall continue to be paid by the current provider until telephone services
are switched over at each institution.
.
10.
.
In Section 7.1.1.2, will WA DOC consider other methodology related directly to
call volumes for determining calling rate adjustments?
10A. No.
+--_..------_.._-_.. _--. _._.... - ....
".,,:~
000107
11. What is the purpose of the video as shown in Sedion 5.1.1 O?
11A. To demonstrate the capabilities and use of the recording and monitoring
equipment to DOC investigators.
12.
Is this a'replacement system or are we just modifying the existing system?
12A. The department has no ownership interest in the existing system. This is a
replacement system, although some components from the existing system
could be used in the new system with permission of the owners of those
components. Securing permission of the component owners is the sole
responsibility of the vendor.
13. What happened to the previous RFP?
13A. It was cancelled.,
14.
Is this a totally new RFP or is this just a modification of the previous one?
14A
This is a totally new RFP.
15.
(Section 2.2.3) Is the term" gro,ss' revenue generated" defined by and the same
'
as the "Family Costs" in Exhibit E?
15A. Yes.
16.
(Section 5.1.9) Department Policy #450.200 states that hearing impaired
(TDD/TDY) phones are subject to the same recording and monitoring via use of
tele-type paper.' Does the Department expect that each TDD/TDY machine will
have this or similar features or is the Department open to considering this feature
on a facility-by-facility bases during implementation? '
,
16A. Each TOOITOY machine shall have' a method for capturing and
documenting the typed conversation for review to determine the content of
the conversation.
'
17. (Section 5.1.9) Department Policy #450.200 states that a TDD/TDY call duration will
be programmed for up to 60 minutes. May we ,assume that this call duration is
. actually controlled by facility staff and is not a part of core system software where,
the call duration is 20 minutes system-wide?
.
17A. The telephone line connecting the TOO/TO¥' device to the inmate tel~phone
system should be part of the core system, but must be Gapable of being
programmed to .allow a 60 minute TOOl TOY conversation.
000108
18. (Section 5.1.9) Department Policy #450.210 indicated that "recording shall be
kept. ...no longer than one year." Does the Department desire one year on-line or,
for example, six-month on-line with archiving?
18A. The policy requires that we maintain the recording for a six-month period.
Following the six months the recordings are deleted from the system and
not recoverable.
19
(Section 5.1.10) Is the ,Department ~pen to alternatives to a video/CD?
19A. The video must be capable of being retained and vie,wed with current DOC
equipment.
,
20 (Section 5.2.4) Does this reference to an
infrastructure (DIS) intranet service?
,
~'Ethernet"
connection mean the state's
'
20A. No, the vendor will provide all infrastructures connecting the facifities to
each other and to headquarters. '
(a) If the answer to question 20, above, is No will the State provide the necessary
firewal/s and other security features?
a. No, the vendor is responsible for all firewalls and other security
features.
(b) if the' state cannot provide these connectivity features can the State define the
firewall and related protocols/standards that are acceptable?
a.
2~ .
R~view the Telecommunication Distribution Infrastructure Standards on
the DOC web-site.
(Section 5.2.4) Does this mean that the Department desires all 30 facilities (15
prisons and 15 work centers) to be on a single integrated network? Or does the,
state want the 15 prison facilities to operate on a network and the 15 work
centers to operate independently?
21A. The Department's'15 prisons will have inmate recording systems. They
should be interconnected. This interconnection will allow for remote
,access to the recordings. The vendor is not required to record calls made
from work release facilities, but the revenue generated is part of the inmate .
phone system. '
22.
(Section 5.2.7) Does the Department mean to a "housing unit or the total system"
or does it mean (for example) to a "housing unit or the total facility"?
22A. In this context total system refers to total' facility (all inmate telephones in
that institution).
23.
(Section 5.2.10) Can the Department identify these 9 facilities and define"
provide ... until no longer needed"?
23A. The 9 facilities are:
, Airway Heights Correctional Cent~r
Clallam Bay Corrections Center
'Coyote Ridge Corrections Center
'McNeil Island Correctional Center
Monroe Corrections Center
Stafford Creek Corrections Center'
Washington <;orrections Center
Washington Corrections Center for Women
Washington State Penitentiary
, Until no longer needed means, the later of six months after the recording
, was made or after the' expiration of the legal/disciplinary needs which
necessitates the retention.' '
24.
(Section 5.2.11) Can the Department provide a reasonable estimate of the
number of these machines on a per location basis (for example, 2 per prison site
and 1 per work center)?
24A. Approximately one machine per. 500 Inmates with at least one'mt;lchine per
, ,site.
25.
(Section 6.7.1.4) In this section does the Department intend that rulings, fines,
settlements, arbitratjons and/or litigation before or brought by the Federal
Communications Commission (FCC) and/or various state Utilities Commissions
be included or excluded?
,25A. It is expected that these will be included.
""~ 000110
-1---- '" -_._-_.. _-- --,,-,,_._- _.._,
,26.
At Section 5.1.1, can WA DOC please clarify if the requirement is for system
features that allow a called party to not accept calls, or if the requirement
includes calls to toll free numbers, 976 numbers, and/or fraudulent calls resulting
from excessive calling to a single number where payment is most likely not to be
made?
26A. The agency is ,concerned with protecting the public from unwanted calls
from inmates housed in our facilities. Offenders are not allowed to call toll
free number or 976 numbers.
,,~
000111
24.
(Section 5.2.11) Can the Department provide a reasonable estimate of the number of
these machines on a per location basis (for example, 2 per prison site and 1 'per work
center)? .
24A. (Amended) Approximately one machine per 500 inmates with at least one .
machine per site. Population statistics by institution may be found at:
http://www.d~c.wa.gov/BudgetAndResearch/ResearchData/FY05_FacilitLReport_06-30-05.pdf
27.
At Section 5.1.2, can WA DOC please clarify this requirement? Is it the intent for WA
Dbc to have different phones other than the system phones from which offenders will
be required to place attorney calls, or will WA DOC allow attomey calls from any .
telephone as long as the appropriate system configurations are in place to make sure
attorney calls are recognized as such and not recorded?
27A. Washington requires that attorney telephones.be completely separate from the
inmate calling system. These calls must be prQcessed separately and will not go
through or be connected to the inmate calling system.
28
At Section 5.1.2, although attorney calls are stated as not to be recorded, will these
phones process calls.through the system? If processed through the system can
attorney calls be charged for - or is it WA DOC requirements that 'attorney calls be free?
28A. These calls must be processed separately and will not go through or be
connected to the inmate calling system. However, these calls will be collect and
paid for by the attorn~y. DOC will not incur any cost for an attorn~ycall.
29.
At Section 5.1.4, does WA DOC have any such calling programs in place today and if
.so, can they be identified as to what programs are available to the offenders?
29A. No.
30.. At DOC 450.200, DIRECTIVE I.A. can .WA DOC provide additional information as to the
total number of PINS assigned today and if the PINS have a predetermined structure
(e.g. offender number + 4 random)?
30A. Currently; there is no structure. It is an 8 digit number generated by the vendor.
The PIN. must be associated with a call list for each offender. There is one·active
PIN per offender.
31.
At DOC 450.200, DIRECTIVE, I.B.1 relating to IPIN replacement $2 charge, if vendor
provides the PIN administration will the vendor be able to collect this charge to offset
any PIN adminIstration staff support costs provided to WA DOC, if proposed?
31A. That is negotiable.
r> ••:::
000112
32.
At DOC 450.200, DIRECTIVE 111.8.1 relating to calls to incarcerated spouses in another
WA DOC facility, can WA DOC please explain how this is done today and what
interfaces, if any, there are to the offender telephone system?
32A. Spouse to spouse calls are handled outside the inmate telephone system.
33.
At DOC 450.200, please identify the term SCAN in DOC450.200 and its association to
the RFP service requirements, if any.
33A. SCAN (State Controlled Area Network) is a dedicated telephone network managed
by the State to provide low cost long distance services to public entities. It. is
separate from the inmate telephone system and is not part of this RFP.
34.
At DOC 450.200 and DOC450.21 0, what system features are currently used to 'support
these directives, including any audits or documentation' required?
,
'
34A. The system that is currently in place has no features built into it to provide ,
support to these directives. All of the support comes directly from the vendor.
35.
Does WA DOC have a subscriber prepaid debit-solution implemented today? If so on
the call detail statistics provided in Section 2'.1, please separate prepaid and debit
calling call statistics from general collect calling.
35A. DOC only has collect calls at this time.
36.
Is WA DOC provided with PIN and allowed call administrators as part of the service
today? If so, please provide number of administrators, locations, hours of work, etc.;
will WA DOC provide necessary work environment (e.g. phone, workspace, etc) if they
'
are desired to be on a WA DOC site?
. 36A. Currently one'IPIN administrator is provided by the Vendor.. No workspace or
equipmenHs provided by the DOC. DOC has no information on hours of work.
'-·J,000113
37.
Can WA DOC please provide a site by site list that includes:
•
•
•
•
•
•
•
•
Address
General telephone number (for circuit pricing purposes)
Number of system workstations
Number of offender/inmate phones
Number of TDD units
Number of phone enclosures
Total calls completed during the past 12 months
Total minutes of the calls completed during the past 12 months·
37A. Location name J physical address ~ phone information.
*Airway Heights Correction Center
(AHCC)
11919 W. Sprague Avenue
P.O. Box.1899
Airway Heights, WA 99001·1899
509.244.6700
134 phones
14 attorney phones
3 workstations
Ahtanum View Correctional Complex
(AVCC)
Work Release Center
2011 S. 64th Avenue
Yakima, WA 98903.
509.573.6300
5 phones
Ahtanum View Correctional Complex
(AVCC)
A$sisted Living Facility
2009 S. 64th Avenue
Yakima, WA 98903
509.573.6300
15 phones
aellingham Work Release
11.27 N. Garden Street
BeHingham, WA 98225·5039 .
360.676.2150
3 phones.
. Bishop Lewis Work Release
703 8th Avenue
Seattle J WA 98104
206.464.7000
10 phones
Brownstone Work Release
223 S.. Browne Street
Spokane, WA 99201·3617
509.363.8109
9 phones
**Cedar Creek Correction Center (eCCC)
1 Bordeaux Road
P.O. Box 37
Littlerock, WA 98556
·360.753.7278
87 phones
1 workstation
Eleanor Chase House Work Release
W 427 7th Avenue
Spokane, WA'99204-2611
509.227.7008
6 phones
Helen B Ratcliff House Work Release
. 1531 13th Avenue S.
Seattle J WA 98144
206.720.3005 .
6 phones·
Lincoln Park Work Release
3706 S. Yakima
Tacoma, WA 98408
253.471.4548
3 phones
Peninsula Work Release
1340 Lloyd Parkway
Port Orchard 98366
360.895.6158
5 phones
Longview Work Release
1821 1st Avenue
.Longview, WA 98632
360.577.2211
6·phones
Progress House WTR .
5601 6th Avenue
Tacoma, WA 98406
253.593.2844
10 phones
Madison Inn Work Release
102 21stAvenue East
Seattle, WA 98112
260.720.3013
3 phones
RAP House .WTR
3704 S. Yakima
Tacoma, WA 98408
253.471.4546
3 phones
*Monroe Correctional Complex
16700 177th Avenue SE .
Monroe, WA 98272~0777
360.794.2600
139 phones
10 attorney phones
4 workstations
Reynolds WTR
410 4th Avenue
Seattle, WA 98104
206.464.6320
10 phones
**Mission Creek Correctional Center for
Women
"
.3420 NE Sand Hill Rd
Belfair, WA 98528
360.277.2400
1 workstations
*McNeil Island Correction Center (MICC)
1403 Commercial Street
Steilacoom, WA 98388-0900
235.512.6600
108 phones
12. attorney phones.·
3 workstations
Olympia Work Release
1800 11th Avenue"SW"
Olympia, WA 98504-1140
360.586.2731
4 phones
*Stafford Creek Correction Center (SCCC)
191 Constantine Way
Aberdeen,WA·98520
360.537.1800
127 phones
14 attorney phones·
4 workstations .
*Washington Correction Center (WCe)
W 2321 Dayton Airport Road "
Shelton, WA 98584
360.426.4433
132 phones
12.attorney phones
4 workstations
***DOC Headquarters
410 W"5 th St.
Olympia, WA 98504
360.753.2501
"
3 Workstations for monitoring and
. downloading only.
.:' 000115
*Washington State Penitentiary (WSP)
1313 N. 13th Avenue
Walla Walla,WA 99362-1065
509.525.3610
140 phones
14 attorney phone~ .
4 workstations
*Clallam Bay Correction Center (CBCC)
1830 Eagle Crest Way
Clallam Bay, WA 98326-9723
360.963.2000
.87 phones .
. 5 attorney phone
4 workstations
*Coyote Ridge Correction Center (CRCC)
1301 N Ephrata
P.O. Box 769
Connell, WA 99326-0769
509.543.5810
28 phones
2 attorney phones
2 workstation
**Larch Correction Center (LCC)
.15314 N.E. Dole Valley Road
, Yacolt, WA 98675-9531
360.260.6300
35 phones
1 workstation
**Olympic Correction Center (OCC)
11235 Hoh Mainline
Forks, WA 98331-9492
360.374.6181
22 phones
.1 workstation
**Pine Lodge· Correctional Center for
Women
751 S. Pine Street
Medical Lake, WA 99022-0300
50~.299.2300 .
31 phones
1 workstation
*Washington C.orrection Center for
Women (WCCW)
9601 Bujacich Road NW
Gig Harbor, WA 99335-0017
253.858.4200
88 phones
12 attorney phones
3 attorney phones.
*Designates facility currently has inmate
telephone recording system.
**Designates requiring inm~te recording
system; Will require attorney phones.
*** Workst,ations for monitoring and
downloading a recording to a CD.
.Data for the total number of calls and the total minutes will be provided as soon as it is
available..
For the number of TDD units please refer to question #24. DOC owns no TOO units.
The number of phone ~nclosures is equal to the number of attorn~y phones.
., ., OOn116
H--·---'_·
38.
Other than at the facilities, are there any additional system workstations required to be
installed (Le. headquarters, other non-facility location)?
38A. As part of the system networking, three workstations will be required for
Headquarters Investigators.
39. Are all phones located at each facility and covered under this contract to be
offender/inmate phones, or are payphone~ located at some facilities? If payphones are
located at a facility, what rates are currently charged, are the phone calls recorded and
stored, and please include the number of payphone is the site-by-site information above.
39A. All inmate phones located at each facility will be covered under this contract.
Any pay phones that are accessible to the public should be covered by the tariffs
approved by the Washington State Utilities and Transportation Commission.
40. Does WA DOC require that the vendor provide the attorney phones and any associate
phone lines? If so, please include the number of attorney phones at each facility with the
'site-by-site detail requested above.
40A. Yes. See question #37.
42.
Does WA DOC require recording at "off hook" or at time of call acceptqnce by the
called party?' If off-hook, can WA DOC please provide a total number of call attempts
made during the past 12 months?
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42A. "Off Hook" is a nice feature but not a requirement. That call information is not
currently available.
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43..
Can WA' DOC please provide the' current rates chargeQ to the called party for collect
calling; and prepaid and debit, if applicable?
43A. DOC currently has only collect calls.
Carrier Call Type
First
Minute
$ 5.01
AT&T
I ntra~State (Lata to
Lata
Inter-State
$
5.31
AT&T
Qwest
Qwest
Local
Local
Intra-Lata
$
$
$
2.00
2.00
2.67
Qwest
Intra-Lata
$
2.61
Verizon Local
Verizon Intra-Lata
$
$
2.00
2.00
Verizon Intra-Lata
$
2.00
AT&T
Ea. Add'i
Comments
Minute
$ Rate is the same for both inter-LATA and
0.59 intra~LATA
$
0.89
Flat rate
Flat rate
$ daytime
0.16
$ evening, night; weekends
0.10
Flat rate
$ peak time ,
0.20
$ off-peak, weekends and holidays
0.20
AT&T 1st minute charge, breakdown:
Intra-State: access fee $3.95 + per min. $0.59 + payphone usage charge $0.47
Inter-State: access fee $3.95 + per min. $0.89 + 'payphone usage charge $0.47
44.
=$5.01=$5.31
Can .WA DOC,please provide the current commission rate received under its existing'
Offender T~lephone System contract?
44A. The commission ranges from 27% to 45% depending,on the local exchange
company (LEC) involved.
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45.
45A
At Section 2.1, does WA DOC currently allow calling to countries outside of the United
States (international calling)? If so; does WA DOC currently get commissions from
international calling and can WA DOC please provide information relating to these
countries and associated 12 month call detail statistics? Will the'se calls be collect, or
only prepaid/debit?
Yes. See question 37 above.
46. At Section 2.1, the call detail statistics provided are from 2003. Can WA DOC pl~ase
, provide the most recent 12 months of call detail (total number of calls, total number of'
minutes) broken down by local, intralata-intrastate, interlata-intrastate, and interstate?
Also see debit and prepaid calling question below.
46A. See above. (Note: Data is for 7/1/04..,. 6/30/05)
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00011,9
AGREEMENT NOT TO DISSEMINATE
We understand that the documents that we are reviewing are 'provide~ as
part of the Request for Proposals #6446 process and not under Chapter 42.17
RCW, Public Discl"osure.
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.We further understand that the process involving the debriefing is a
separate', one time process, made available to vendors only, who have submitted
proposals and requested debriefings as part of the RFP process. .
Finally, we agree to not. further disseminate any documents made
available for our review or inspection as part of this process.
. Signature (Vendor)
Date
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TO OUR CURRENT AND
PROSPECTIVE CUSTOMERS:
would like to take tJ:rls opportunity to introduce .you to FSH Communications. We are a p~emiere
provider of public commuriications systems serving the general commercial and correctional
facilities markets. At a time when many major communications providers are reevaluating the
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strategic fit of directly serving the pay phone marketplace, FSH COmmunications recognizes that
there is still a segment of the market needin~ away-from-home communications not served by other' .
communications products. For that-reason, we have chosen to focus on serving both businesses and
correctional facilities in need of pay phones and related public communications pro duets that
provide an affordable and reliable means of away-from
home communications.
I
. FSH Communications
'is committed to the
public communications
market.
While the name, FSH Communications; may be
new to the marketplace, rest assured that. our people
and operational processes are not. In May, 2004, FSH
Communications acquired the Public Access Solutions
division of Qwest, bringing a lOO-year heritage of
serving the needs of public communicati0J?-S customers to the forefrEint of our business. If it seems that ID:any
ofthefaces are familiar, it's because they are. The continuing serviCe of many of our Account Executives,
TecJ:iniciap.s and Customer Service Representatives enables us to provide seamless quality service to every
customer we serve; In addition, the senior management tem;n ofFSH brings ~ensi:v:e experience in the
telecommunications industry, as well as· direct management of Qwest and similar pay phone operations.
TogetJ:ler, we are focused on me~ting and exceedirig customer expectations.
FSH is committed to this market and is focused on providing reliable, quality services with flexibility in its
offerings to meet the unique business needs of each of its customer s'egments. We welcome the opportunity
to serve your public communications needs---.today and in the future.
Don. Goens
President
FSH Communications
www.fshcommUnications.com
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FSH COMMUNICATIONS
SECUREDCALLIN·G SDLUTI·ONS
Specialists in telephQne services
for correctional facilities
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n the seCUrity-cO,'nSCiOUS environment of a· correctionalfacility, maintaining
complete control is job number one. You run a tight ship. Your systems and
processes are ~arefuTIy planned and methodically implemented: One breakdown
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could lead to chaos.
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Through many years of experience contracting and consulting with the largest counties and
D.epartment of Corrections facilities, FSH Communications has developed a Secured Calling
Solution that' comprehensively addresses the needs of your facility. From unprecedented
control of inmate commullications to unparalleled service and reliability; our Secured. Calling
Solution delivers a standard of total support urimatched in the industry. We malee inmate
communications our priority; allowing your team. to focus on issues more 1i:nportailt to y~lU.
Building on the foundation of a.flexible and feature-rich technology platform, the FSHSeeured Calling
Solution provides one source for all your inmate communications needs:
' . Professional, single point of contact acc0LtUt
• Available assistance fur speech- an~hearing
management
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.• Tough telephone construction
Dedicat~d inmate· support team
.. Expert mdusti:y consult~tion ,
.. Competitiv:e and timely commissions
• Financial and usage audi~g
• Provision oflocal, intraLATA. and long dis~ance
impaired inmates
.. Around the doele suppor:t'fcir. all your' ~i1ical
service needs
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• Responsive, skilled installa,tion and maintenance
technician,s
calling
The FSH Secured Calling Solution is not complete without the personalized support
of an experienced, profes~iona1Acco1int EX~cutive to help you manage your inmate
. colml1Urucations 'Solution. Whether you have'questions about a.systein:,fea~e,need'help .
, with your commission summary or'want to add phonesto a new section ofthe facility,
your Account Executive will be there to serve your needs,
Call yourFSH Secured Calling Solution Specialist
. . . to.day at (871)-'5'79-9544..
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COMMISSIONS
Inmate populations are on the rise, and so is the cost of running'a secure correctional facility. Is your budget
.' keeping pace? PSH inmate phones can provide your institution with a much~needed revenue opportunity
.that's paid fuTIy and faitbfully on l!- mutually agreed-upon payment sChedule. No hidden' ded~cti01';'s or'
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subtractions-just a straightforward, easy-to-calculate commission structure you can count on.
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Tel.ephone calls from .FSH inmate phones may be made "coiled,"
"prepaid" or "debit." For every completed call placed frbm 'an inmate
phone in your facility, FSH can return a portion of the revenue earned
from that call~o you in the form of monthly commission paymen±$..
C.DMMISSIDN STRUCTURE
With many providers,.what appears to be a mgh commissio:U r~te that promises big retu;rn:s 'can 'quiddy ge~
eaten away by concealed adjustments and off-the-top deductions. N0t so with FSH. Our competitive:and
·clearly-defined commission structure doesn't leave you searching the contract's fine print to understand
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.your commission.pa:yIIl<;nt. What we promiseis what we pay.
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FAI'R AND E4,JUITA8LE'CALL PRICING
FSHhas a.genuine concern regarding the price w~ charge for our calls. Our coIIJJ:lf.itment to fairness in pric:iJ;J.g
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. is.refleeted·in our 0perator services offering..FSH strivesto ensure.thatthosewho accept calli from inmate ..
~stifuti.~ns are'paying:for those 'calls at the l~west possible price. '.
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.PROMPT PAYMENTS
: :'::. '\'.:-".:' :,.:. . .' . 'y~u::~, depend on FSH.±o pmvide a c~mplet~'s~ar;,·~f.Y~W; .inn:late phon~,actiy1ty-f6r:each.bmkg;~ridd;:,:,
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. monfu.a:fter month,.with a detailed'sUmmary of
~age·bY.ANI for yoUr facility...
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P·EAK ·RE·LI.AB lLITY ,...
:wp.en cpsts are rising and funding is limited, it's.
good to have a: revenue source you can co~t. on,
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competitive, consistent commissions and world
class service,.look]],o further than.J:1SH.
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SECURE CALL CONTROL
One of the great challenges for any correctional facility,is to provide'legitimate calling pli:\Tileges without
giving inmates the opportUnity to abuse those privil6ges. FSH's featuJ.:e-rich technology solution answers that
·challenge by delivering restricted access to the outside world. The FSH Secured,
Calling Solution is resistant to illegal manipulation by'quick disconnects,
operator intercepts, PIN irregularities or any other attempts at deception. We
talee great pride in offering you the latest in fraud control available anywhere.
Utilizing digital technology arid patented innovations, FSH gives you the
,security and control needed for successfully managing ~ate communications.
The FSH Secured Calling Solution has among the'
highest levels of fraud protection and control.
,AUTOMATED OPERATOR
There's no fooling this operator. The synthesized voice leads inmate callers
through the steps of collect-call, prepaid or debit dialing, announc~ent oftheir
name, c;rror prompts" verification and.'acceptaneze of charges. This process, cannot be manipulated by the ciller or
the recipient All calls must go through the automated operator.
THREE~WAY CALL PREVENTION
,FSH delivers Three~ Way Call Prevention technology, that automatically detects, and. discormects attempts by an
outside party to en"aage a tb;ree-way callJnmate calls disconnected due to ,three-way call attempts are recorded:
. on Call Detail Record~" so the outside accomplice's number canbe added'to'the mate's "restricted" list.
.cALL 'B LO C kl.N.G
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FSH, can block,access to ~illy an' ;mHnuted.'n~ber' of l1-di~tphone n:umbers or entire classes of
dialing from ,any inrn,ate'phone. Restricted nUD;lbers can be'p:r:ogram:r:q.ed into the system at il0' charge,
" either bYY01;lI system'administrator 01: from a: remote FSH location. Call,bl~clcing prevents harassing phone
calls to co~ectionalfacility employees~ ip.dges, lawyers, i~o~ ,c;~ai as~o.ci~tes an:d other individuals or
en~ties' who'wish JioHo b~ c~ntacted by inmates:, '
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PI'N C'ONTROLFEATURE'S
'. Eachinmate'mayoptibnallybe assigP:ed a 'P~sonal'Iden~cation Number. TIlls Pili is used to trade indi~dual
cills and. minimize fraud. Using PIN' C?ntrol, eadi inmate can be resttlctedto calling only approved numbers, on
an inmate"specifi.c list. ArJy PIN' can be disabled at your commmd, revoking a specific inmate's phone privileges.
RECORDI'NG/MONITO,RING
The FSH Secured Calling Solution allows,you to monitor and record inmate calls using an integrated
digital recording platform. Whether you need selective or comprehensive re~ording, the recording module
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supportS a range of recording features, as well,as ()nline acc.ess to recordings O;D. integrated hard drives.
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INFOR'MATIO'N TRACKING
Tdephon~ calls-IDee visitations and postal deliveries-are one'of an i.nmate's few links to the outside world,. a
link that must be monitored an.d controlled to ·preveDt abuse and maintain security. The FSH Secured Calling
Solution enables you to maintain tight control over the flow of information into and out of your facility with
. an on:"site or remote central processing computer. This computer organizes, evaluates and maintains system
functions, PIN controls and information collected from i.nm'ate calling patten1s. Call records are stored in an
independent memoq unit that cannot be affected by loss of power, safeguarding the integrity of your database.
AB. an optional service, FSH can provide a professional administrator to manage the operation ofyour system.
With the power of the FSH information tracking system,
inmate callers have no choice but to play by your rules.
CALL DETAIL :RECORDS
.What.calls are peing made, when, t~ whom and how often? Detailed knowledge of inmate calling patterns
is 'vital to a secure phone system. FSH CalI Detail Records logthe time, date, inmate telephone nu,mber and
location, nUmber l'eached and duration of each call. The information gained through CalI Detail Records
can. reveal significant calling patterns that will help you prevent phone system abuse before it gets started.
CALL TIMING
To enforce. rules and prevent a few individuals from
monopolizing·thephones, FSH CalI Timing places'an
autom~tiC'time limit. on each caIl CalI duration· limits are·
set at the discretion of the facility and are easily ch~ged..
TIM.E OF DAYON/OFF
You may want to restrict inmate. calling to the'outside at
celtain times of day or night. Using Time ofDay O-b./ Off,
you can deactivate an.d restore the inmate phone service at
your diScretion:
CALL RECORDING
When investigative requirements drive the' need for inmate
, .~alI recordfug, FSH's in£ormati~n sYstems pro~de'asecure
and flexible means of i~ewfu.gpertinent calls. Password-
a
protected access ensures that ocly investigators with need
to know can analyze recorded conversations. Key files can be
selected and downloaded to an altel'Ilate storage media for
snpport o~legal proceedings.
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OPTI,ONAL FEATURES
The FSH Secured Calling Solution is more than,a plione for inmates: it's an integrated system
of security controls, information trackir).g and high-end management features, all at your
command. Ahost ofvalue-added applications,that expandyour authority are also available
based on the unique needs ofyour facility. TIiese include:
• P.rep~d Calling
• Remote Workstations
• Repair Advisory Service
• Biometric Monitoring Systems
• Multi-Site Networking
• Key Word Search
BIOME·TRIC, M'ONITD-RING SYSTEMS
The FSH Secured,Calling Solution incorporates use of industry-leading subcontractors focused on the
development and pr-ovisioDing of the latest ,"orrections commUEications applications and technology,
i.ric1uding the ever-changfu,gworld'ofBiometric Monitoring Systems. With these systems, FSH can keep
your facility on the cutting edge of biometric monitoring technology.
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MULTI-SITE NETWORKING
FSH networking capabilities enable youto administer multiple correctional facilities more easily and
efficiently from a single location.
KEY WORD SEARCH
Key Word Search. provides an enhanced means of revieWing call recording information, to assist in
investigative efforts. Using·th~ Key Wo~d Search,feature, previously recorded cails ~an be s~arched for
presence of key words andindividual:records can be marked for a more d~tailed:revi~w.' '
PR:EPAI'D, CA1,':LING
Prepaid'cards,offer the inm~te'an alternati~e' way. of plating',a call that'is ~eD.erally less eX:i?ensivethan
.'. placing 'a c;ollect call. Given furiited mdtistry support-for international collect calling, prepaid cards may
'also be used by fa,cilities to addres~ 'high dem~d for international calJ.iD.g. These'cards c~me in a variety of
denoIDinations and tan be:~oldv.iathe, commis:S~y., : '
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'REM.OTE WORKSTATIONS
~mote'workstations,enh~ce
the'flexibility of our ininate telephone'~stem by en~bling)cey administrators
":,,, aildlnvesUgatorsto accessiliesyst~m,datab~e froro.;,their: ciesJd.
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REPAIR 'ADVISORY SERVICE
III certain circumstances, facilitY sWftime spent on minor repair issues may be greatlyreduced tl1IOUgl1 use of
, tl1e: FSH. Repair Advisory Service. Acces~ to' a toll freenuniber and an' automated,voice mair~m is provlded to
inmates for reporting of min~r repair ~r calling pro bl~. No live operators, involved in the.complaint process
and'all calls are 10gged..Issue resolution is handled by the FSH Inmate Servic~ Center quicldy ~d efficiently. '
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EXPERIENCE &
~'ELIAaILITY
The FSH Secured Calling Solution delivers ser:vice and technology.
on your terms, with.quick connections, clear signals and tough, .'
tamper-resistant phones that stand up to abuse. Our scalable and
feature~rich technology platform is Ciesigned ~th your availability
requirements in mind.. Remote monitoring and diagnostic
procedures help to troubleshoot.and resolve problems before
they become a service iSsue. Proactive maintenance ensures ·that
complaints are kept to a minimum, freeing you·to 'fotmS on other,
more pressing issues. Combined with our commitment to delivering
the best value for your :facilities, FSH offers a complete inmate
communications·solution you can trust.
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.'Call your FSH'Secured Calling:S'olutionSpecialist
today at (877) 579:.. 9544,
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or visit www.fshcommunications.com
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for more inforrritrtion.
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OF' ClllRECTIOI,S ',"',
DEI)A]lrrJIEN~T'
;- ",
'Request for 'Proposals
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CRFP6446
State of Washington' Department. of Corrections
Offender Telephone System
And Recording! Monitoring'
,\.. ~.
Exhibit G
Responsiveness Checklist
. Respectfully S.ubmitted October 3, 20~5 By:
r~~l~~·r
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Joanna Sissons) Account Executive
1600 7th Avenue; Room '2604 -Seattle, Washington 98191
The information contained in this proposal is proprietary in nature and should be disclosed only to those individuals
within the State ofWashington who have a need to know or those who have made a requestpursuimt to Chapter 42.17
RCW. This proprietary information should not be disclosed without the prior consent ofFSH ComInunications.
".. ~ 0.00130
State of Washington Department of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
EXBIHITG - RESPONSIVENESS CHECKLIST
Exhibit G
RESPONSIVENESS CHECKLIST
CRFP6446
Submitted by:
F
Proposal submitted by or before 4:00 PM on October 3, 2005.
Proposals submitted in five parts to include the following sections:
Submittal letter and envelope - 1 copy (See Subsection 4.3.1)
4.3.2 Certifications and Assurances, Exhi~it A
.....'"-' ..
Implementation Plan - 4 copies (See Subsection 2.2.2)
Technical Proposal- 4 copies (See Subsection 4.4)
Demonstration Video (See Subsection 5.1.10.)
Qualifications 'proposal- 4 copies (See Subsection 4.5)
Cost Proposal-4 copies (See Subsection 4.6)
Five (5) Vendorreferences included (See Subsection 6.7.1.1)
NOTE: ''Yes'' Answers must be given in each element for the proposal to be considered responsive.
000131
October 3, 2005
Page 2 of2.
TABLE OF CONTENTS
:\ . ,,:.:~ 00013
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State of Washington Department of Corrections
: CRFP6446 - Offender Telephone System, Recording, Monitoring
TABLE OF CONTENTS
TABLE OF CONTENTS
I.
II.
Implementation Proposal
III.
Technical Proposal
IV.
Qualifications Proposal
v.
...
Supmittal Proposal
Cost Proposal
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October 3, 2005 .
Page 1 of 1
000133
Submittal,Proposal
000134
W.a $ h i n·g tori. Stat e
DEIJAltTJIENI
OF' ,CO·ItBEC:TI'ONS
Requestfor Proposals
CRFP6446'
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State .of W as~ington Department of C'orrections
.
Offender Telephone System
And Recording / Monitoring
SUB'MITTALENVELOPE
Respectfully Submitted October 3, 2005 By:
"Joan-na SissCms··· A·cco'uni Executive- -- - - _~. -."- . . .
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.1600 7th Avenue, Room 2604 • Seattle, Washington 98191
The information contained in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of Washington who have a need to lmow or those who have made a request pursuant to Chapter 42. 17 RCW. This
proprietalY infonnatioll should not be disclosed without the prior consent of FSH Communications.. .
000135
State of Washington Department of Corrections
CRFPfj446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
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.LETTER OF SUBMITTAL
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October 3, 2005
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
October 3, 2005
Kay Wilson-Kirby
State of Washington Department of Corrections
Conn'acts and Legal 'Affairs
P.O. Box 41114
OIyIJ;J.pia, Washington 98594~1114
Dear Ms. Wilson-Kirby: ' .
FSH Communications' is pleased to submit its response to the State of Washington Department of
Corrections for the Request for Proposal (RFP) for Inmate Telephone Sy~tem and Recording and
Monitoring CRF.P6446. FSH would like to thank the State for the. opportunity to submit a
comprehensive solution for the provisioning of.inmate telephone equipment, secure recording and
.monitoring solutions, and local and long distance telephone services.
-'
In addition to this Letter of Submittal, FSH has included the following Materials and Enclosures being
forwrarded collectively in our RFP response:
I
Exhibit A - Certifications and Assurances, submitted with the Letter of Submittal (one copy).
Imp~ementation Plan,
pursuant to the requirements listed in section 2.2.~ (four copies).
Technical Proposal, containing FSHresponses to the questions and requests for information which
,appear in Section 5 of the RFP, including a Demonstration Vided as specified in Section 5.1.10
(four copies).
Qualifications Proposal, containing FSH responses to the questions and requests for informati.a~
which appear in Section'6 of the RFP, including vendor references as' specified in Section
6.7.1..1 (four copies).
Cost Proposal, containing FSH responses to the questions aJ.1.d requests for information which'
appear in Section 7 of the RFP and the completed Phone Cost Form (Exhibit E) (four copies).
FSH aclmowledges receipt of the RFP and its related documents, including Questions and Answersi
State Fiscal Year 2005 Call Data and New Exhibits.
FSH certifies that all mandatory requirements set forth in the RFP have been met or exceeded. FSH
also acknowledges and agrees to all of the rights of the Department including theproctrrement rules
aJ.1.d procedures, terms an.d conditions,' aJ.1.d all other rights and terms specified in the RFP.
FSH, upon award, will enter into ari agreement with the Department whicl1. include the terms and
. conditions of the contract included in Exhibit B of the RFP. We do have one request, however, for the
Department to consider: FSH wo\i}d like to propose alternate l~nguage in Exhibit B, General Terms
October 3, 2005
Page.3 of 8
000137
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITIAL ENVELOPE
and Conditions; specifically in sections 24.1 Termination for Default and 24.2 Termination for
Convenience. We would propose adding a cure period and el:i.minatll1.g the termination f~r
convenience. FSH absolutely appreciates the State's requirement to m,mage its vendors,' al1d
completely supports contract termination should we default ll1. ally category; however we respectftilly'
request a cure period to remedy the situation l.Ulless it. is due to a gross or willful negative action or
inaction on our part. We feel that termination for conv~nience does not provide adequate protection
of the investment we will be making upon award. We respectfully request that we be able to recoup
the Significant investment and not be displaced without cause..
FSH's close involvement with the Washington DOC staff and inmate facilities for many years
provides us with the ability to understand the unique require~ents of the entire DOC inmate
telephone aCC01.Ult. We are confident in our ability to manage the DOC project and appreciate the
opporhrnity to submit our response to the State's RFP. Our proposal, as submitted, will remain in full
.force and effect for a minimum of 180 days from the· proposal due date..
OUR PLEDGE
FSH will provid~ the definitive inmate telephonesy.sterri solution with emphasis on providing
premier technology, service and support that will grow and ch,m.ge as the needs of the WADOC do .
over the term of the contract. Our solution will be effortlessly managed, easy to use and understand,
easily modified and overall simply the best choice!
OUR TEAM
To create the ultimate service offering for Washington State's Department of Corrections (WADOC),
FSH has enlisted the professional services of two organizations which will compliment our vision and
. goals for the State. FSH is comprise~ of industry veterans who have a strong belief and track record
in serving 'its clien~1. providing superior service' and soh~tions. Many of our team members were
formerly with <;2west Public Access Solutions (the publiQ alld inmate services division of Qwest) prior
to its asset sale 'to FSH Communications and ~~ state -will enjoy ·the continued working relationship
with our team if selected as the awardee. We. provide public and ll1.IDate telephone solutions; have
strong proven leadership, local service and support teams, and are continuo~sly expanding: our
.product portfolio and vendor relations to ensure superior solutions are available to our customers.
We have chosen Value Added Communications as our inmate telephone call control system·
subcontractor. Our s~ong relationship with VAC has been develop~d over time and through
working togeth,er. on many similar projects, developing trust III each company's work ethic alld ability
to put our customer first. FSH finds this trust 'and teamwork invaluable for assuring quality
equipment alld service to our customer's and for meeting commitments alld tiinelines associated with
large projects such as WADOC~s.
GTL (formerly AT&T Inmate Service Organization) is chosen to provide long distance to all locations
alld will continue to service thell' existing sites as a FSH subcontractor. GTL has experience in
working with the DOC al1.d provi~es.a strong, knowledgeable presence in.S'L1pporting their existing
sites.
.October 3, 2005
Page
1..fl/ ~ 00' 13 8.
State of \Nashington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
FSH will lead· the team as the single point of contact for the State and will continu.e its hands-on
management of not only our existing sites, but the entire WADOC account. Our selection will allow
for all DOC inmate Gmd attorney telephones to remain in place. This will alleviate the necessity to
encumber prison personnel with the responsibility of scheduling escorts for telephone technician's
entry into each 811.d every site for phone ch811.ge out. Only the recording and monitoring equipment
.
.
will be transitioned, allowing the State to quicldy and efficiently begin USll1g the new technology to
increase its own productivity and security ID811.agement!
OUR PIAN
•
Single point of contact - J0811.118. SissorW, Account Executive - Corrections
•
Robust, secure, flexible and easy-to-use system
•
•
24 17 1365 Support
Local experienced service technicians
•
Up front gtlaranteed commission 6f $5.1 million dollars
•
Premier Service ! Equipment 1 Platform Vendors - FSH, GTL and Value Added
Communications
. •
Transition Excellence - Full team of experienced personnel, including a dedicated project
manager
•
One repair number for all sites
•
Multiple Call Cost Options
•
Solution-Oriented Partnership
• Inmate Complairit Service
•. Wide Area Network to include 15 sites and headquarters
•
Pin Interface Management, Debit/PrepaylAllowed Call list management
• And much more!
.
.
If there are any question~, please don't hesitate to contact me at 602-630-6070 or via email at
steven.logg811s@qwest.com. You may also contact Joanna Sissons, the Washington Department of
Corrections assigned single.point-of-contact at 800-275-0616 or her mobile number at 425- 422-3660,
Respectfully,
~t1~
Steven Loggans
Vice President 1General Manager
FSH Communications
2424 West Camelback Road
Phoenix, Arizona 85015
October 3, 2005
Page
sQJ10 13 9
State of Washington Deparlment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
CERTIFICATIONS AND ASSURANCES
.. -'"
Page 6 of8
October 3,2005
000140
---,-!----------------.-- ..-------------.---.--------..- .. - - - - - - - - - - - - - -
c._ _
•
. . . . .__..:.
...
_
- - --------
~-
----;.----
I
,i
I
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
EXIDBIT A '
CERTIFICATIONS AND ASSURANCES
I/we make the following certifications and assurances as a required element of the proposal to which it is
attached, understanding that the tmthfulness of the facts affumed here and the continuing compliance with
th~se requirements are conditions precedent to the award or continuation ofthe related contract(s):
The prices and/or data have been determined independently, without consultation, .communication, or
agreement wifu others for the purpose of restricting competition. However, Ifwe may freely join with other
persons or organizations for the purpose of presenting a single proposal.
'
The attached proposal is a firm offer for a: period of 180 days following receipt an'd may be accepted by the
Department without further negotiation (except where obviously required by lack of certainty in key teES) at
any time within the 180 day period.
'
,
In preparing this proposal, Ifwe have not been assisted by any current or forme):' employee of the state of
Washington whose duties relate (or did relate) to this proposal, or prospective contract, and who was assisting in
other than his or her official, public capacity. Neither does such a person nor any member ofms or her
\
immedia~e family have any financial interest in the outcome of this proposal.. (Any exceptions to these
assurances are described in full detail on a separate page and attached to this document.)
I
,
Ifwe understand that the Department of Corrections will not reimburse me/lls for ,any costs incurred in the
preparation ofthis proposal. All proposals or bids become the property of the Department and Ifwe claim no
,) "'proprietary right t6 the ideas, writings, items, or samples.
Ifwe understand that, in connection with this acquisition:
The propos~ls will be evaluated and scored using the call data provided in this REP only.
The rate data and prices that have been submitted are accurate and complete.
Unless otherwise required by law, the prices and/or rate data that have been submitted have not been knowingly
disclosed by the vendor and will not knowingly be disclosed by him/h~r directly or infuectly to any other
.
vendor or to any competitor prior to contract award.
'
No attempt has been made or will be made by the vendor to induce any other person or firm to submit or not
to submit a proposal for the purpose of restricting competition.
'
The vendor certifies that it is not'debarred, suspended, or otherwise excluded from or meligible for
participation in Federal Assistance programs under Executive Order 12579 "Debannent and Suspension."
: This proposal is subject to disclosure as a public recor(/. under Chapter 42.17 RCW.
The vendor agrees to comply with the Americans with Disabilities Act (ADA).
The vendor, grants pennission to the Department ~o contact all references provided in the vendor's proposal, or
identified in Section 6.7.1.1 of the REP and understands that the Department may choose to only contact some
of them as part of the evaluation process.
Octaber3, 2005
.............................
Page 7 af8
_...
000141
State of Washington Departm.ent of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
I/we understand that any' contract awarded as a result of this RFP will incorporate General Terms and
Conditions substantially similar to those attached as Exhibit B. I/we certify that I/we will comply with these or
substantially similar General Terms and Conditions if selected as the Apparently Successful Vendor.
IJwe acknowledge that the Department has the right to cancel the REP for any reason, at any time,
.
without penalty to the Department or the state of Washington. ,
I/we understand that exhaustion of the protest procedures set forth in this RFP is a prerequisite to filing suit. It is
further understood and agreed that any lawsuit resulting from the REP must be filed iiJ. Thurston County of the
'
state ofWashington.
I certify that I am the Vice'President and General Manager ofFSH Communications. LLC and am authorized
to enter into a contractual relationship on behalf of my organization. The information submitted with this
, proposal is accurate and true to the best of my knowledge.
'
I
Steven Loggans
I
I
!
Written Signature
Typed Signature
_ .i . ....
Vice President / General Mana2'er
. Title
October 3. 2005
Date
FSH Communications. LLC
Company Name
. October 3, 2005
Page 8 of 8
.
.-.,----._.. _-.--_.- ...._--_._- ...
_-_..
_---_.-------_.-~-_._-----
00 n 1 IfJJ
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l-L'j:"
- --- ---- - - - - - ----- ------- - - - - - - -----------. - - - - - - - - - - - -------- - - -
/.
Implementation Proposal
I'
...._ _ - - - - - _ . _ - - - - - - - - , - - - - - - - - - - - - - - - - ....
n.n0143
"
W,Ci\Sni:r\gt¢ii State
DEI)AlrrJIE,NT
, OF ~OIIEC~T(:ONS
Requestfor Proposals
CRFP6446
'State of Washington' Department of Corrections
Offender Telephone System
And Recording / Monitoring
INITIATION OF SERVICE
I
I
~_.
"
I'MPLEMENTATION PLAN'
Respectfully Submitted October 3, 2005 'By:
/'
,
FSHCOrh~~
.
.,'
;.:.::.~;:;::~.;,
Joanna Sissons, Account Executive
1600 7th Avenue, Room 2604 ,. Seattle, Washington 98191
The infonnatiol1 contained in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of Washington who have a need to 1mow or those who have made a request pursuant to Chapter 42.17 RCW. This
proprietary infoID1ation should not be disclosed without the prior consent of FSH Communications.
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
SERVICE & IMPLEMENTATION OVERVIEW
FSH Communications, in paI"tnership with our subcontr"actors Value-Added
Comm.mlicaiions and GTL, are pleased to provide the State of Washington Deparhnent of
Corrections with the attached Implementation Plan. We acknowledge that should FSH and
the State enter into a wlitten contract as a result of this RFP that we will begin providll1.g
services no later than 120 days after execution of a written conU"act.
The attached plan includes descriptions of the necessary tasks arid activities,. and as.sodated
m,ilestones, which will be met prior to the start of service.
It is important to note that any successful plan requires the input and cooperation of
HeadquaIters, the facilities, and State departments including but not limited to Information
TeclmoIogy and C~ntracts Emd Legal Affa:iJ:s. FSH will lead the team towards a successful
implementation of services that offer th.e necessary flexibility over the term to grow with the
Department'schcmg:iJ.1.g needs.
--..'
All installation, operation and maintenance of the offender phone system with momtoring
· aI1.d recqrding capabilities will be in accordance with the Department's infrastructure policies
and procedures, as well as the requirements of the RFP.·
.
FSH, and VAC have extensive experience tr"ansitionll1g large and sma.ll correctional facilities.
FSH ensures that the process proceeds in a timely and professional maI1l1.er with minimal
intrusion. to the day-to-day operations of WA DOC. FSH and VAC h.ave ll1.Stalled many
inmate calling sys~ems as a team. The expertise of both companies working together as a
team, has brought- about flawless system cllange-out's each and every time. TIus type of
expelience coupled with the knowledge of State expectations guai-aI1.tees a successful
transition of inmate call control equipment. All telephones V\rill remain in place unless there
is a need to add or delete phones in specific areas. This will alleviate the disruption caused
· by the requirement to chaJ.1ge-out all phones at each facility.
Typically the installation occur$ after the phones have been turned off. This enables the
system.to be up and rUDIling when the system is turned back onlll the moming. There are
11.0 lost revenues when thi~' approach is used as inmates are norma.l1y not USll1.g ·the phones
during this fine.. It is important to note that successful system ll1.stallations have been
effectttated both durll1g the· day aJ.1d in the evening.
In order to ensure that the actLlal ll1stallation timeframe is kept to a minirrn.lID at the facility, .
VAC works vigorously to identify everytl1.ing that CaI1 be done before the system ships. The
· following actions are talcen to reduce installation time:
October 3, 2005
Page 2 of28
000145
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
1)
TIl.e racks are ~ssembled - including all shelves; cabling, and Uninterrl.lptedPower Supplies.
(UPS) installed.
2)
All Operating Systems and VAC software are loaded on the system hardware aJ.1.d wo~okstatiCins.
3)
. Coordination with the existing vendor and the facility is facilitated to· obtain tb.e Blocked Call
List, designated Attorney mUl1.bers, special numbers such ·as Ombudsll1.aJ.1. or ll1mate snitch lines, .
hl.mate PINs, allowed call .Usts, global call controi paJ.°ameters aJ.1.d any other pertinent
information for inclusion prior to shipmento .
.
. ,
4)
Software is tested; ll1.cluding SQL and ITS.
5)
All hardware 'functioriality is thoroughly tested. Test calls are made .from the modem and
Remote Access Dialer (RAD) unit to ensure smooth ll1.IDate callprocessing.
6)
Manufacturing does the lllitial Quality Assurance..
7)
VAC's QuaJity Assurance department does the £il1.al QA and compares the System Order Form
to the actual manufactured System to ensure that all system configuration and operations.
. adhere to customer ~equirements.
.
8)
Flll.ally the system is shipped for lll.stallation. To ensure a seamless ll1stallation, VAC's
installation team is an ll1.tegral part of the maJ.1.'l.UaCtLrrll1.g aJ.i.d Quality Ass'LlIaJ.l.ce ·process.
Installers are then thoroughly familiar' with each system to be lltStalled and the specific State
requirements before they even get on site.
)
Included· in this section is om;:
• Implementation Plan
. Page 4
• StatementofWork template
Page 14···
• Maj'or Event R~p6rt template
Page 19
• Repair I Maintenance Services
Page 21
• Inmate Complaint System
Page 24
• Trouble Ticket Flow Chart
Page 27
• System Data Access Flow Chart
Page2~
October 3, 2005
Page 3 of28
nn
f)
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. ..
!t ••.,'
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
IMPLEMENTATION PLAN'
The schedule of events for the successful offender telephone system implementation is
as follows, please note that the actual planning begins prior to written contract execution
and many tasks overlap during the ·120 days. For timing purposes we will use Day 1 as
the Contract Execution Date:
SvmbolKev
.~. Timing of activity
and/or TimeJo complete
i ~ PersouueI Involved
i" Triggering Event
i' Requi.res escort for entry into secured area .
On-site··escorts will be required for any portion of the installation that required technicians to be in secured areas of the facility. FSH will .
coordinate all efforts through facility personnel.
I
Phase I
!
Project
Definition
!.
i
..
Initial planning meeting will confirm RFP data:
• Name & physical address of each active and planned site.
• Site Contact Name(s), Phone Numbers, Fax Numbers.
• Quantity of inmate phones for each site and planned expansion
information.
.j
(9
Dav (-1) to (-30)
• List of any specialized equipment required (pedestals, special mounting
options, TDD phones, etc.)
~
RFPAward
• Time Schedule to include start & end dates, site priorities and special
requirement.s or limitations will be taken into considerati.on during tbis
process.
! t State: Headquarters I
Facility Contact(s)~ IT,
FSH, VAC, GTL
-
• Traffic Data: Any information available regarding current call traffic ·by .
type (local, intraLATA, interLATA, interstate, International)
.
• Security Clearance - procedUres and forms for site survey team and
installation team.
• Miscellaneous - Identification ofknown tecJmical requirements,
applicable regulations, and administrative issues.
""ill
be provided in writing to allpar-ticipants and others Cl8
Meeting results
requested by the State. Document ,pill be called Statement of FVor-k (SOTf)
Yi'hich pt"ill be considered a living document that outlines the details ofthe
system and implementation.
. SOW template is included at end of the Implementation Proposal.
Phase II
.,
Acquisition
.Equipment and services ordered, scheduled, prepated
and delivered to site(s) based on RFP specifications as
modified during Project Definition.
October 3; 2005
Page 4 of 28
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.•. -
.
~
00014,
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System; Recording, Monitoring
IMPLEMENTATION PLAN
C!:l Dav I-Day 100
~ Contract Execution
!! FSH, VAC, GT~
PhaseID
Site Survey
. FSH, VAC and GTL maintain strong relationships with a wide range of
telecommunications and equipment suppliers, selecting only those that best
fit the specific needs of the correctiOlis industry 'and this proj ect.
This process is virtually transparent to the State and each
facility.
Inspection team will visit each site to confIrm essential.
installation information and ensure that all necessary .
prep~rations are made for each site in AJ) VANCE of the
actual installation.
C!:l Dav 1-Dav 60
~ RFPAward
!! FSH, VAC, GTL
•
Phase IV
Phone
Instrument
Review
'.C!:l Day 90 - Day 110
~ 10~20 Days prior to
The site survey will be conducted using thefoIDl shown at the end of this
section of the proposal- see Table L
(Note: VAC will be responsible for identifying and testing existing cable
and providing replacements as needed. See Cable Requirements in Table 2 .
at the end of this section of the proposal.)
Determin'ation during site' survey will be made as to
whether any phone equipment should be replaced prior
to actiYation the of~end;er telephone system.. If requited,
installation or replacement will occur pr~or to circuit
installation.
FSH and GT~ currently have inmate instruments in-place, this pb,ase will be
.minimal, if required at all. Phone instruments, enclosures, backboards, and
wiring will be reviewed and replaced if necessary. All components will.be
tested and replaced as required for reliable operation.
Circuit Installation
!! FSH, GTL
•
Phase V
Perform all preliminary preparation tasks to minimize
.
.
complication at the time of cut-oYer:
Pre..
Installation
Preparation
• Extend analog lines (Bls) from. demarcation point to phone ~quipment
room. (If this cannot be done prior to cut, leave directions for doing so for
installation team.)
(9
Day 90 - Day 120
October 3, 2005
• Locate or provide two clean, marked, cable pairs for each·TI.
• Mark punch-down blocks and identify each pair by phone ill and location.
(Cross reference all phones by cable pair)
.
Page 5 of28
..•~. 00014·8
State of Washington Department of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
IMPLEMENTATION PLAN
Typically requires two
(2) days per site
.
! ! FSH, VAC, GTL
•
" Test and repair as necessary all phones, jacks, and toggle switches
• Install two CAT5 cables from the phone equipment room to the proposed
workstation location and test.
• Measure cable from Main Distribution Frame (MDF) to existing phone
system and estimate distance from MDF to proposed placement of system.
If the existing cable will not be adequate, prepare another for use during
cut-over process.
" Prepare written documentation of above and leave a copy on site
for future reference by the facility, installation team, and
maintenance personnel.
Phase VI
Installation
and Cutover
I
I
I
I·
.'-'
G Dav 64 -Dav 120
Typically requires three
to four (3 - 4) days per
site, two (2) days for
HQ
!! FSH, VAC, GTL
System ~ be installed in the phone equipment room.
During this staging process, the system will undergo a
final, pre-cut test p7°ior to connecting any phones to the
system. ,.
.• Disconnect phone wiring between the Main Distribution Frame and.the
existing system for one block ofphones (24) at a time.
• Each pair from that block is then punched down on the block connecting
the MDF to the new System.
• This process will continue in blocks of 24 phones until all phones have
been connected to the new System. Only 24 phones will be interrupted at
one time. Estimated interruption per pho:qe group is 15 minutes or less..
• Installation personnel will work with each facility to schedule the transfer
at a time ofrninimal impact on inmate calling (i;e.lunch or dinner).
ANTICIPATED CUTOVER BYFACILITY
Airway Heights
Clalluin Bay
Cedar Creek
Coyote Ridge
Larch
. McNeil Island
Olympic
Stafford Creek
Monroe Complex
, Mission Creek
Washington Correction
Washillgton Correctional Ctr for Women
Washington State Penitentiary
Athanum View
Pine Lodge
Headquarters
October 3, 2005
DAYS
4
4
4
3
·3
4
3
4
4.
3
4
4
4
3
3
2
P,,;ge6of28
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--~~----~~--~~----~------------------
State of Washington'Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
.
Phase VII '
Final Test
(9
Following conversion to the new system, an extensive list
()f test calls and call attempts will be placed by
Installation personnel to ensure proper configuration of
the system.
Dav 100 - Dav 120
Typically requires two'
(2 - 4) hours per site
!!
FSH, VAC, GTL
"
Phase VIII
Training
(9
Dav 100 -Dav 120
Typically requires one
(1) day per site
(~"
!! VAC
"
;Hands-on training will be provided by the Installatio~
team during the cut-over process and for one day
follo'wing system activation.
Tutorial material will be provided for each site.
Additional training or refresher training may be conducted on-site or
via remote methods as requ4ed by the site or Headquarters. An
extensive Help menu system is inherent to the System, which provides
step by step system functionality, for power users or those who may
require ongoing assistance. '
Traditional training; curriculum is desi!!:Ued to cover these topics:
1.. WORKSTATION ACCESS CONTROL
Overview
User ill Management
SecurIty Level Access Management
User Alerts
II. SYSTEM AD.MlNISTRATION
Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Cqn1J:ol
Block List Administration
Telei)l:J.oneList Update
October 3, 2005
,
Page 7
of 28
l'''~;
00015D
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Deparlment of Corrections
IMPLEMENTATION PLAN
Enable/Disable Telephones
Account Overview
Add a New InInate Account
Update Inmate Infonnation
Update Imnate Phone List
Transfer inmate between facilities
ill: REPORTIN'G AND INvESTIGATIVE FUNCTIONS
View Calls in Progress .
Spy - Monitoring
Spy ~ Snitch Investigator Notification
General Reporting Capabilities
Defining .Report Parameters
Save & Reprint Reports
Financial Reports
Maintenance Reports
,
InvestigativeRep6rts
Monthly Revenue Reports
_
Shadow Recording
..,
Sam Archive CD
IV.CALLlNG PROCESS
Placing a Call
I
.Dialing Instructions
I
I
I
Direct Dialed Calls
I
.,
,,'
Collect Calls
Local Calls
International Calls (as applicable)
Call Results Announcements (Successful, Blocked, and Tenninated
calls.)
V. MAlNTENANCE /REPAIR/ SERVICE REOUESTPROCESS
Overview
Imnate Complaint System
Maintenance Schedule, including bi~arinuaLsystem upgrades
Repair Request Process
New Service Request Process
FSH Single Point-of-Contact, Who to Call for What
October 3, 2005
Page 8 of28
""~' 000151
CRFP6446 - Offender Teiephone System, Recording, Monitoring
State of Washington Department of Corrections
. IMPLEMENTATION PLAN
Table 1 - Site SUrVey
(Complete one form for each facility)
Shipping I Contact Information
Facility Name
Facility Physical Address
City, State, Zip Code
Facility Mailing Address (if different)
City, State, Zip Code
Contact NamelTitle
Telephone
Fax
E-mail (if available)
i
Average Inmate Population
I
Does facility have multiple buildings with
inmate phones?
~
If yes, list buildings and distances. Check
for spare cable between buildings.
Multiple Facility Project?
.If yes, how many facilities total?
Existing System Information
..ManufacturerlModel ofExisting
Platform.
Workstation in place? Quantity?
Number of Inmate Phones in Place
Inmate Phone ManufacturerlModel
-
Are PINs being used?
Enclosurel.Backboard Type
Exiting Conduit/Risers
Existing toggle switches (cut-offs)
,
-
Existing Lightning Protection
Existing AC Outlets
October 3, 2005
I
Page 9 of28
.... i~
000152
'1
I
CRFP6446 ~ Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
IMPLEMENTATION PLAN
Existing Circuit Information
Number of Phone Lines in Place
Line Info: Loop/Grolmd TT/Rotary
CircuitID .
Local Carrier
Long Distance Carrier
PIC'd Carrier
..
Screening on Lines?
"
Modem Lines? (Qty. & Circuit Ids)
T-l? (Circuit ID)
7 or 10 digit local
-
New S t
wsem R equlremen ts
l
Imnate Phone Quantity & Location
(use floor plan or create diagram of
facility, existing phones and new
phones to be added)
,
.
pm feature?
Specific Allowed Call List for each
PIN?
\¥hat is the desired limit of calls/day
perimnate?
"
\¥hat is the desired call duration limit
in minutes?
I
Are there any hours during which the
-
system should be "disabled" for inmate
calling?
Allow inmates to hear call progression
prior to acceptance?'
..
..
Activate 3-way'call detect?
If yes, disconriect, alarm., or detect?
Desired number of workstations and
locations
Desired quantity and location of cutoff switches
Desired quantity and location ofTDDs
!,"
I
~i~~
October 3, 2005
I
fSH,c~mm::: __ L;;~fi.on~
. . '.
r:--·
..J.LO:::
~__~_~~~ __~~_~~_
State of Washington Department of Corrections
CRFP6446:'" Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
Environmental Information
Identify locatiqn and size of equipment
room for VAC ~ystem platform.. (floor
space, rack space)
Identify location and desk space for
proposed workstations
Verify electrical power source for
installation and operation
Verify ~nvironmental factors for
operation
-
Verify presence of staging area
lO'xlO' for installation.
Verify desired location for frame relay
CPE (CSUIDSU, router, modems)
Verify secured storage area for
equipment arrival prior to installation
..
October 3, 200£j"
Page 11 of28
,p••il,
000154
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
--
IMPLEMENTATION PLAN
e-==="",,,=enn
Table 2: Cable Requirements
From ITo
Cable Type
Amount Required
Connector
System ¢:>MDP
24 gauge (25 pair)
I pair per phone
Tenninates on System
with Amphenol plug
MDP
24 gauge (50 pair,
underground)
,
I pair per phone
¢::>
IDF
Tenninates on the MDP
& IDP with standard 66
blocks
IDP
24 gauge (4 pair)
1 pair per phone
Termi:ttates on the
phone with RF-ll jacks
System ¢:> Worlcstation
CATS
2 pair 'per workstation
Tenninates on the
Workstation with
Ethemet cable
connector
System ¢:> CSU/DSU .
Ethernet Cable
IO/IOOBaseTX
I per T-l
Terminates on the
System and the
CSU/DSUwith anRJ48C connector
Ethernet Cable
1 perT-l
Terminates on the
System and the router
with an RF-48C
connector
24 gauge (4 pair)
I pair per BI
Terminates on LEC
Demarcation point with
¢::>
System
Phones
~
Router
,_....
System ¢? LEC Demarcation
Point
RJ-ll
Workstation Monitoring J>hone
¢:> System
October 3, 2005
024 gauge (4 pair)
I pairperBI
Terminates on the
phone with RJ-II jack
Page 12 of28
••
0
It,
••
0
O·I 0 0 ..1.U.v
1 or:; t:;
Stete of Washington Department" of Corrections
CRFP6446- Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
Table 3 - Final Test Checklist
(Complete one fonn for each facility)
,
Test Parameter
.
Results & Notes
Call Process - verify instnictional
voice prompts
Call Process - verify language option
selection
Call Process - verify Pill acceptance '
of valid Pill
Call Process - verify denial of invalid
PJN
Call Process- verify placement of
allowed local caJl
,
"
Call Process - verify denial ofblocked
number caJl attempt
Call :Process - verify placement of
allowed long distance call
Call Process - verify placement of
limited duration call
"
Call Process - verify placement of free
calls (if applicable)
Call Surveillance - verify recording
activation (if applicable)
,0
Call Surveillance - verify that
privileged (attorney-client) calls are
, not monitored or rec,Ord~d
Call Reporting - verify repOlting by
generating reports on test calls and test call
attempts',
System Administration - Verify login for
system workstation(s)
October 3,2005
"
Page 13 of28
,
i~.,~' 00015 6
Siale of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording, Monitoring
'IMPLEMENTATION PLAN
EXAMPLE
STATEMENT OF WORK
TEMPLATE ONLY - CONTENTS SUBJECT Tb ACTUAL SITE / CUSTOMER REOUIREMENTS
STATE OF WASHrnGTON DEPARTMENT OF CORRECTIONS
Offender System Requirements
Document Number
100-3046-:x:x::x
Revision 0.1
Month Date, 2005
Proprietary and Confidential Infonnation
October 3, 2005
Page 14 of28
""~
00015 7, .
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
IMPLEMENTATION PLAN
Table of Contents
1
Introduction
1.1
2
PU+-pose
General Requirements
2.1
Network Level Configtrration
2.1.1
Facilities
2.1.1.1
2.1.1.2
Facility BrancUng Messages
2.1.1.3
Workstations
2.1.1.4
2.1.2
Equipment Locations
UPS
System Level ConfigUIation
2.1.2.1
" Inmate pm Calling
2.1.2.2
2.1.2.3
If-pm
2.1.2.4
Call Recording Storage
2.1.2.5
Call Recording Backup
2.1.2.6
Live Snitch
2.1.2.7
Allowed Call List & Management
2.L2.8
Languages Supported
2.1.2.9
3-Way Call Detection
2.1.2.10
Call Blocking
2.1.2.11
2.1.3
JMS "Booking System Interface
Reports
Site Level Engineering Requirements
2.1.3.1
2.1.3.2
Debit
2.1.3.3
If-Connect Prepay Calling
2.1.3.4
2.1.4
Collect Calling
Non-Pin Inmate Phones
User Requirements
2.1.4.1
WebBrowser System Access
2.1.4.2
One Icon access
" 2.1.4.3
2.1.4.4
~ctober 3,
2005
Investigative Simple Search Feature
Workstation Access
FSH .co:m~~~"-o
- ....
-'-
----~.'
:.
--
State of Washington Department of Corrections
. CRFP6446 - Offender Telephone Syste.m, Recording, Monitoring
IMPLEMENTATION PLAN
1
INTRODUCT10N
1.1
Purpose
The purpose oftbis document is to provide the fun~tional requirements required for the State of .
Wa~hington Depa.rtn1ent of Corrections (WADOC) to malce the transition to the VAC Inmate·
Telephone System (ITS). This document will address all the WADOC system specific requirements
for the installation and functional operation of the VAC system., network equipment, and VAC
services.
. .
2
GENERAL REQUIREMENTS
2.1
Network Level Configuration
2.1.1
Facilities
The WADOC Network will consist of the .. ;...
2.1.1.1 Equipment Locations .
The System will be located in the same room as the current System.
2.1.1.2 Facility Branding Messages
Each facility will have ·unique call branding in the introductory message.
2.1.1.3 Provided Workstations
FSH will provide XX user workstations.
2.1.1.4 UPS
The system power· will. be backed up via a 15-minute UPS locate~ in.the equipment fram~.
2.1.2
System Level Configuration
2.1.2.1 Inmate pm Calling
Inmate PIN calling will be supported. The PIN can be generated by the system or externally.
2.1.2.2 lMS Booking System Interface
The VAC "ITS Input" feature will provide the interface between Jail Management System and the
VAG System. The interface with the lMS system will elilnmate the adn:iinistration typically associated
with PIN based systems. The ITS Input specification 100-3085-008 will be made available to the
responsible lMS vend?r for their ilnplementation.
October 3,2005
Page 16 of28
State
o( Washington Department of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
"
IMPLEMENTATION PLAN
2.1,.2.3 V-PIN
The VAC V-PIN feature will provide speaker verification technology to insure that the inmate
attempting to place a call using a pm is the inInate that initially registered his voice to the PIN.
2.1.2.4 Call Recording Storage
Inmate Call recordings will be available on-line for a period of .....
2.1.2.5 Call Recording Backup
The State can .....
2.1.2.6 Live Snitch
Live Snitch Remote Investigator notification will be provided. ,Live Snitch will automatically alert the
assigned investigator via phone if an lmnate that is alerted or a phone number that is alerted is involved
in a call. When the investigator receives the call and is authenticated he will be allowed to terminate
the inmate conversation if he desires by using a key cocie on his' phone.
2.1.2.7 Allowed Call List & Management
2.1.2.8 Languages Supported
Support for languages will be proyided. The languages provided initially will be English and·Spanish.
2.1.2.9 3-Way Call Detection
3-Way call detection will be provided.. It is recommended· that 3-way call detection be initially
implemented in "report" mode and then VAC can tune the dete.ction sensitivity to match the
environment. After the detection sensitivity has been adjusted then it can, be placed in "cut-off" mode
to prevent 3-way calls.
.
2.1.2.10 Call Bloc~g
Calls to particular numbers can be blocked by the administrators, VAC, or by the called party. The
called party can block calls by entering '7' on theirphone when contacted by an inmate.
2.1.2.11 Reports
System users with the appropriate authorization' will have access to Financial; Investigative, and
. Maintenance reports.
2.1.3· Site.Level Engineering Requirements
2.1.3.1 Collect Calling'
Standard outgoing Collect calling will be allowed for domestic calls.
October 3, 2005
Page 17 of28
, "-.\: 0001'6 0
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
2.1.3.2 Debit
Inmates will be able to .... that Will allow them to call domestic and international numbers.
.
.
2.1.3.3 V-Connect Prepay Calling
Families and friends that are denied from receiving collect calls will automatically be routed to a call
center that will allow them to establish a prepay account so they can start receiving calls immediately.
They will be provided one 60-second free call from the inmate to facilitate the call ~etup process. Cell
phones can also be supported if desired. .
2.1.3.4 Non-Pin Inmate Phones
Inmate phones can be setup to require PIN dialing or not.
2.1.4
User Requirements
2.1.4.1 System Access
2].4.2 One Icon access
The user will be able to perfqrm any system management or investigative task via access from' a single
desktop icon.
2.1.4.3 Investigative Simple Sear~h Feature
To facilitate the need to quickly fmd ~ut information about a particular inmates' calls, calls to a
particular number, or calls from a particular phone Investigators will have a "simple search" feature
that will allow them to:
.
1. .
Enter an inmate PINIID, called number, or station ID,
2.
Select the desired date range (default = 'today')
3.
Click 'OK'
2.1.4.4 Workstation Access
October 3,2005
Page 18 of28
,,~;1
000161
State of Washington Depaltrnent of Corrections.
I
CRFP6446:- Offender Teiephone System, Reoording, Monitoring
IMPLEMENTATION PLAN
MAJOR EVENT REPORT
As we lmow, no system or service is completely problem-free no matter the preventative steps taken.
However, should a major e"ient occur the State wjll receive complete and timely notification of the
situation, including what is involved, who is managing the situation, and when the situation will be
resolved. The dOClilllent used to conu11lillicate with the State is called a Maj or Event Report which will
.
include 'the following components:
DATE
SUBJECT:
Major EventReport
TO:
I' .
I
FROM:
Overview of Major Event:
A failure in the processes responsible ......
Date of Event:
.The actual process failed on 00/00100 00:00am/pm and was resolved on 00/00/00 00:00am/pm
Sites Affected:
XXXX facility was the only site affected in this event
Impact of Major Event:
xx total calls were affected.
These calls break down as follows:
XX Call Attempts
XX Completed Calls
XX Type of Outcome
XX Type of Outcome ..
All calls were protected by 00/00/00 00:00am/pm site time
Major Event Description:
Current procedure ......
Event description ....
Resolution .....
. October 3, 2005
FSH C¢.:nf;;;~~
";l • •
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Page 19 of 28
..~~ 000162
State of Washington Department of Corrections
, CRFP6446 - Offender Telephone System, Recording., Monitoring
IMPLEMENTATION PLAN
Roof Cause Analvsis:
,,Detail ofAnalysis I Action Taken ....
Path Forward Prevention:
While it is impossible to foresee aU future issues, every step must be taken to preventocculTlmces 'such as this one. While
this eyent occurred we were able to quicldy assess and remedy
.
In this regard, VAC has implemented the following:
1.
XXXX.....
This has been implemented as of 00/00/00.
2., XXXX:....
This has been implemented as of 00/00/00.
3. XXXX.....
This has been implemented as of 00/00/00.
4.
XXXX.....
a. XXXX.....
b. XXXX....
,
This has been implemente~ as of 00/00/00.
Le2"al Obligations (Contract Requirements)
_."
Section XXXX
Contract verbiage exactly as written
.
FSH and VAC were informed by XXXX persmmel regarding XXXX at 00:00 a.m. site time on 00/00/00. Investigation and '
troubleshooting initiated at that time. Problem was resolved at 00:00 a.m: site time on 00100/00..
Contractual obliQ:ations regarding notification were adhered to.
Additional Safeguards
The VAC inmate call processing platform was designed with additional safeguards in the event of an issue like this one.'
One.ofthe steps utilized to prevent .....
8UM:MARY:
The failure of an automated process, coupled with the lack ofnotification that the process had failed Tesult~d in xxxxx.
The 'necessary steps, both automated and manual, have been implemented to address this problem in the future. VAC feels
secure that these steps will preventthis issue from reoccurring in the future.
.
ATTACHMENTS
Includes. but is not limited to. Facility - Telephone Number detail: Trouble Tickets: Correspondence: Contract: etc.
October 3, 2005
.•F'",: ..
"'~~-"
'~n~
Page 20 of28
State of Washington Department of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
IMPLEMENTATION PLAN
REPAIR I MAINTENANCE SERVICES
FSH de:6nes Local Service as all services provided by. the FSH Corrections Team in support of the State of
Washington Department of Corrections which is identified as Key Personnel (e.g. Washingtqn based Account
Executive, Technicians, Customer Service, Repair and Dispatch, etc.). FSH will be the single point of contact
and will be responsible for the State's 100% satisfaction.
RESPONSE TIME
Emergency service will be responded to within two (2) hours; and non-emergency service will be dispatched
within, four (4) hours. FSH agrees to respond to repair requests from the State or its designated Agent by
arriving at the site promptly after reasonable notice has been given. This response will be provided 24 hours per
'
day, seven days a week, three hundred and sixty-five days per year.
!
There is also a system support group known as the TAC (Technical Assistance Center) which will provide
customer service/technical support twenty-four (24) hours a day, seven (7) days a week basis, three hundred and
sixty-five (365) days a year. Manv svstem-related problems can be remotely corrected from the TAC without
a field dispatch. FSH personnel have access to the system's Trouble Ticket tracking, and should trouble be
detected immediate action is taken by the remote service engineers who in most cases can repair or reboot the
system without the COlifity'S notice of a problem. If an on-site person is required, VAC TAC has ,the ability to
escalate trouple reports as well as dispatch technicians. VAC strives to provide superior service level
agreements by dispatching repair personnel promptly after reasona~le If0tice has been given. ,
I
The System is continuously monitored 24 hours a day by the,Technical Assistance Center (TAC). An alert is
generated immediately if a problem occurs that could affect system or user functionality. The emphasis placed
on monitoring atld maintenance is unparallel in the industry. In a recent study VAC System up time was
independentlY measured at 99.999% at the Federal Bureau of Prisons 104 networked sites.
I
i
I
DISPATCH / REPORTING OPTIONS
Requests for repair or service may be made via email (PAS.Tcinrnate@qwest.com) to the FSH
Corrections' Customer Service Team 24 hours per day, seven days a week, three hundred and sixty-five days
per year.
[
Another option is for the State. or Facility to call the FSH Customer Care Center at 800-592-9488 which will
connect directly to our Inmate Specialists who will obtain the specifics and dispatch local technicia:D.s.
All dispatches: emergency and non-emergency, are tracked from initial request through completion. The
Customer, Joanna Sissons, FSH AccountExecutive and the State's single point of contac:t, the Technicians and
their Manager, as well as our technology associates will also be notified of dispatch to ensure contractual
compliance and the State's complete satisfaction. A complete Trouble Reporting and Escalation document will
.be provided to the State and all necessary personnel.
.
J.
PROCESS IMPROVEMENT - CUSTOlVlizATION
,
In addition, FSH is always open to .any customer suggestion on improviiJ.g its processes. We pride ourselves on
our timeliness, as many issues are addressed ~nd resolved the same day. In situations. that require additional
time we communicate immediately when or if there will be a more lengthy response and provide a targeted
timeframe for completion.
.
'
October 3, 2005
Page 21 of 28
000163
State of Washington Department of Corrections
--
CRFP6446 - Offender TeJ/fphone System, Recording, Monitoring
IMPLEMENTATION PLAN
VAC REPAIR RESPONSE COMMITMENTS
Priority Level One - Maj or
Priority Level One or Major events are defined as follows:
• Any condition related to' equipment or services provided'by V AC resulti:qg in the unplanned,
tmauthorized interruption of all calling activity at 25% or more of the phones'at any single
correctional facility, regardless of the total accotmt size. '!his includes: a primary server out of
service, database corruption, or any system-related event that would create an atmosphere where
the V AC system is unable to facilitate inmate call processing.
• Any condition related to call recording provided by V AC (if applicable) which results in the loss
of call recording capability.
• Any condition related to call processing which results in removal of critical call control features
throughout the facility's inmate phones - provi~g the ability fa! mates to access an·
unrestricted outside line.
• InabilitY to commLuUcate to the system via workstation or terminal
• Inability to block or unblock calls
• Frame relay network outage which would result in tIDB validation failure and remote
diagnostics capability failure
'. Inability to poll CDR's via frame relay
• Server or other system critical hard disk utilization iIi. excess of 80%,
• Inadvertent recording of attorney calls requir~g call recording removal process.
Time Frame for Response - YAC will respond to all Priority Level One ,events within one (1) hour of
receipt of the report, 24 hours a day, 7 days a week, 365 days a year. Target resolution time for such
events is eight hours:
Priority Level Two - Minor
Priority Level Two or Mil1.or problems include the folloWing conditions:
• Inability to print a report
• Reconciliation problems with :inp:l.ate debit fund account
~ Any condition related to equipment or services provided by V AC resulting :in the unplarmed,
unauthorized intermption of calling activity at 24% or less of the inmate phones at a facility,
.
regardless of th.e total account size.
Time Frame for Response - VAC will respond to all Minor events within 8 hours of receipt of the
report, 24 hours a day, 7 days a week, 365 days a year. Target resolution time for such events in
tvventy-four business hours*.
Routine Requests and Activities
.All questions regarding system operation by facility or administrative persormel
• Questions regarding report generation or bloCking/unblocking
• Changes to :inmate information or database updates.
Octob~r 3,
2005
Page 22 of 28
I
,t~~
000165
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMpLEMENTATION PLAN
• ·Problems outside the scope of the VAC system including facility-owned LAN, any
facility-owned computers.
Time Frame for Response - VAC will respond to all Routine events within 24 hours of receipt
of the report. Target resolution time for such events is seventy-two business hours*.
*Busiriess hours are de.fined to be: 8:00 A.M. CST to 5.:00 P.M. CST Monday to Friday
'_.'
I
•
October 3, 2005
Page 23 of 28
"~!Ji,·O
0016 6
Stete of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
INMATE COMPLAINT SYSTEM
The inmate uses a regular U1lllate phone which accesses a Toll Free number (which is programmed in
the system as 'allowed') that calls into the FSH Con-ections' Customer Services Center which is
answered by an Il1l;nate Specialist. The imnate reaches a recorded ruessage with instructions on how to
enter the complault into an automated voice mail system.· There are no live operators involved
directlv with the inmate and all complaints are recorded. Facility staff time is greatly reduced with
tJiis process, and the Inmate has some conu'ol over their concem and can expect thnely resolution.
FSH continuously analyzes call volumes, response times and customer feedback so that enhancements
cml be made.
.
The following is an example of how the Inmate Complaint System process works at the Oregon DOC.
Instructions are printed in English and also available in Spanish, and may be posted nem' the inmate
phones or distributed directly; as the State or Facility sees fit.
.
.
(
FSH Inmate ·Direct Voice Mail Message for Repair
The following is the message (in italics) that the Inmates hear when calling the FSH
Repair Voice Mail S e r v i c e : ·
.
"Hello! You have reached the inmate repair line for FSH. To allow us to handle YOU7' request, please answer a
jew questions about the inmate payphone location andproblem. A tone willfollow each question. Please
an:.wer the question after you hear the tone. Following your answer, please press 1 to hear the, next question. Jj
a question does not apply to you, please say so before pressing 1. "
'
1. What is your name and SiD numbe7'? ~wer & Press 1
2. What is the name ofthe C077'ectional facility? Answer & Press 1
3.· What is the location ofthe paJphone in the facility? Answer & Press l' .
4. Describe the trouble you expaienced and the date it happened. Answer & Press 1
5. Provide us the telephone nwnber, & the area code where you are calling to. Answer & Press 1
. 6. Repeat any operator messr:zges you hea7-d. Answer & Press 1
Thank you f07: using FSH SecU7'ed Calling Solutions. We apologize f07' any tJ~oub1e you hcrve experienced
Note: No live answer is provided. Do /lot swear or use profane lcmrmage - calls oftlzis nature will be passed 011 to
prisol1 authorities.
...-'
FSH EI Mensaje del Correo de la Voz del preso .
EI siguiente es el mensaje (en fa escritura de cursiva) que los Presos oyen aillamar el
Servicio del Correo de la Voz de la Reparaci6nde FSH:
j "Hola! 7:;sted ha alcanzp.do'1a linea de 1a 7'epa7'acion de p7-eso para FSH Para penniti771.os maneja7' Stl pedido,
contesta pOl-favor unas pocas preguntas ace7'ca de la ubicacion de p7'eso y problema. .Un tono seguira cada
October 3, 2005 .
Page 24 of28
.'~
.., 000"167"
State of Washington Department of Corrections
CRFP6446- Offender Telephone System, ReQording, Monitoring
IMPLEMENTATION PLAN
pregunta. Conteste parfavor 1a pregunta despues que usted oye e1 tono. Siguiente surespuesta, aprieta pOI'
fervor 1 en oil' lc~pr6xima pregzmia. Sf unapregzmta es .no aplica a usted, dice p67favor tan antes de apretcrr 1."
.
1. lQue es su nombre y e1 mlmero de SID? respuesta y prensa 1
2. ~ Como se llama 1a facilidad con'eccional? respuesta y prensa 1 .
3. lQue es 1a ubicaci6n del pcryphone e7i lafacilidad? respuesta y prensa 1
4. Describa e1problema usted experiment6 y 1afecha que 10 sucedio. respuesta y prensa 1
5. Proporci6nenos el mtme7'O de te1efono, & el codigo postal donde usted llaman a. respuesta y prensa 1
6. Repita cualqufer mensajes de operario que listed 0)/6. respuesta y prensa 1
Gracias para utilizar el Publico de FSH Conseguir acceso a,los Servicios de Soluciones. Nosotros nos
disculpamos para el problema que
usted ha experimentado.
ISSUES REPORTED BY INMATE - EXAMPLE
BILLING ISSUES:
.
If you hear the operator message: "This number is not authorized to accept collect calls." the called party will also hear
the message and tlzeJ1 must contact Value-Added Communications at 1 800 786-8521.
.
REPAIR ISSUES:
}
.
Report only these problems on the Voice Mail Number
1. A phone has physical damage. .
2. A number does not accept blocked or private numbers.
3. An area code or prefix does not work.
4: Cut offs during a non-debit Collect call. .
(If 3-way or call forwarding features were not used.)
5. You always hear a ring, but no one answers.
DEBIT CALL ISSUES:
For resolution of Debit Call problems contact VAC in writing by mail at:'
VAC,mC; ATTN: ORDOCDebit; P.O. Box 941366; Plano, TX 75074
Please
1.
2.
3.
be sure to state what the problem is as specifically as possible:
Debit deposit issues.
.
.,
Refunds for dlscoDnects on debit calls.
Other debit account issues.
OTHER PHONE ISSUES:
1. All issues with your pm number.
2. Fraud or stolen pm accounts.
3. Phone number approvals.
For the above problems contact the Inmate Phone Specialists by written conunumcatioll to:
Inmate Phones Specialists, 2575 Center St. NE, Salem, OR 97301 .
October 3, 2005
Page250f28
000168
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
-
A FSH employee clears tlLe mailbox a milmn1.llll of tbxee times per day. FSH dispatches a
trouble ticket to tl1e appropriate responsible party (e.g. FSH, GTL, orVAC). If the ll1ll1.ate
experiences a can't call out" issue we resecu."ch it to deternml.e the cause clll.d offer resolution
, as necessary. Report~ are generated for tll.e FSH Acc01mt Executive cU:ld Support Team, the
Facility cUl.d any impacted Vendor. Report con.;dsts of the followi.ng fields:
/I
1. Date of Call
2. FSH Employee Na:me
.,
::J.
Mailbox Number
4. Inmate Name
5. SID or PIN
6. Faci1i.ty
7. ,Phone Location
8. Problem
9. Call To Number
,~
10. Operator Message
11. Trouble Code
12. Status Code
13. Resolution
14. Date Resolved
October 3,
~005
.r
Page 26 of 28'
,
">~~:
0 0016 9
---------------~----------.:..--
State
._._ .. _--_.
----_.- .. _ - - - - - - - - - - - - - - - - - - - - - - - -
0;"",..Joington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitu...·,g
IMPLEMENTATION PLAN
..
Trouble Ticl<et
Flow Chart
Site
~..
.~
fL.'
Trouble
Ticket
I: :s~s_ue.;. . ; .:.R: :e.:. so: :J.:. u: :ti~o: :n
Create
floftware ChallQ:e Notice
Q/A
Review
October 3, 2005
VAC
Technical Assistance Ctr
__JIL
Issue Resolution'
","
Hardware
Issue
Manufacturii1g
Issues a
Return Material Auth.
Software
Issue
VACTAC
Creates Problein
Resolution Ticket
Sbftwm:e
Load
Software Change Notice
Executed
Page 27 of 28
-
...
_._--------------------------(
State of h
_~nington
CRFP6446 - Offender Telephone S!(stem, Recording, Monito"ng
Department of Cprrections
...
IMPLEMENTATION PLAN
steIn Data Access
On·Site I Reillote
Frame Relay Ckt
Correctional Facility
Work Release Center
VAC Technical Assistance·
Center
Plano, Texas
Inmate
Phones
VAC Workstation
Inmate
_ _'-,--_P_I_lo_n_es_-1-_II__-+
'
~t&
LIDB
v
Cisco R011ter
Cisco Router
Firewall lOS
State / Facility Users via LAN OptiOl1
.w
October 3, 2005
..
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Page 28 of ~8
Technical Proposal
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Requestfor Proposals
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CRFP6446
State of Washington Department o'f Corrections
Offender Telephone System
And Recording I Monitorin.g
TECHNICAL'
PROPOSAL·
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,Respectfully Submitted October 3, 2005 By:
.
,
CQ'~'
Joanna Sissons) Account Executive
1600 7th Avenue, Room 2604 • Seattle, Washington 98191
, . The information contained int11i.s proposal is proprietary in natUre and should be disclosed only to·t11ose i.:l1Clividuals \!Irit11i.n ,
the State of Washington who have a need to know or t110se who have made a' ~equest pursuant to Chapter 42.17 RCW. This
. proprietary information sho'l.l1d not be disclosed Without the prior consent of FSH Communications.
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0-001 '7 3
·0044
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CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
SECTION 5
5.
Technical Proposal Requirements (22 Points)
5.1 Vendor Responses (MS):
The vendor mustrespond by identifying the technical requirement and providing sufficient
narrative/written responses to allow the evaluators to fully tmderstand and score how the phone system
proposed by the vendor meets and/or .furthers the following business/program needs. A vendor response. of
"Read, understand, and will comply" .is not sufficient and will result in a score of zero without more
description by the vendor bfhow they propose to meet the requirement.
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FSHResponse:
FSH will provide sufficient wl:itten responses to eaCh .question to allow evaltlators to fullyunderstand and score how th.e proposed system will meet and/or- further .the State of
Washington Department. of Corrections' needs .. FSH further l.U1derstands tl'lat without a
sufficiel~t description, a score of zero will be given.
5.1.1 (MS - 4.0) Protect the public from unwanted / unsolicited / fraudulent offender calls.
.,. FSH Respons~:
TIle Pl~oposed system has been designed E1l1Q. engineer(::d to provide strict call control to
prevent all potential:types of fraud and protect the public from unwanted, l.U1solicited, and
potenti.ally fraudulent offender ~alls. There is .1'1.0 direct access to 800, 86E.i, 877,. 888, 900'
Humbers, multiple long distance. carriers via 800, 866, ·877, 888, 900, 950, 976, or 10XXX
numbers, the,911 emergency systems, 411 and /01" 555-1212 or any other information service
and other calls as defued from. time to time by the State.
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An overview of the securit,y features that are employed throulZh the VAC inmate c·alling
System is as follows:
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Automated
Collect Calling
October 3, 2005
Allows inmates to pl~ce calls
witl'lout the assistance of a
live operator. TIus is
accomplished through a
series of voice prOll'lpts and
inm.ate responses tlu'ou'gh tl'le
phone keypad or handset
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Prevents lllTIlate access to live
·operators who ·can be
mEU1ipulated to allow otherwise
unauthorized call placement.
Provides high level' of call contiol
not available v\7itl'l live operator.
services.
Page 2 of 1'2.~.
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
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mouthpiece.
Custom Site
.Nam.e
Announcement
and 13randing
Provides called party 'i"rit},
location of callel- and name of
compmi.y providing the
calling senrice.
II
Eliminates poterrtial fo~- opel'ator
.harassment.
Provides assurm1.ce that the called
party ImQws the call Ol'igin.ates·
from a conectional facility and
prohibits inadvertent acceptm1.ce.
., States the compml.Y name to the
called party which will provide
· the telephone ,company billing to
· be easily recognized.
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. Provides the called party vvith the
. facility name if needed to request
a block or report harassing call
attempts.
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·Provides ease of understanding of
system use for Spanish-spealdng
inmates and call recipients to
avoid Inadvertent call acceptance.
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English/Spanish Provides the calling cmd th.e
Voice Prompts
called party with the Opti011 .
of English or Spanish voice
prompts during 'call set-up..
LID13 Validation LIDB Validation query to
II
ensure that the call can be
billed and I or should be
allowed.
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Pl,'ovidesprotection again.st
placement of calls to numbers
"V\7ith collect call restriction, cell
phones, or pay phones.
Complies wi~h State and Federal
· regulations re'garding prohibition
of collect calls to. callE7d parties
that have specifically requested
· blocking of this call type.
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October' 3, 2005 .
0 0. 0175
Page 3 of72
State of Washington Dapartment of Corrections
CRFP6446 - Offender Teli!Jphone System, Recording, Monitoring
TECHNICAL PROPOSAL
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Dual Tone Multi
Frequency,
(DTMF) Positive
Call Acceptance
Requires acceptance by the
called party tlu'ough the
keypad of tlleir touch-tone
phone.
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Rotary Positive
Call Acceptance
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Recognizes acceptance by the
called party through the
signal generated by dialing a
number on tlleir rotary
phone.
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Workstation
display of calls
in progress
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Provides live. call actiVity
detail viewing.
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Ens1.ues acceptffi'1Ce by the called
party.
Virtually eliminates the risk of
"f aI " accep t'a11Ce b yanswenng
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se
machines, fax machines or
auto~:nated attenda.l':t systems, ~r
other inappropriate cOllilections
such as pagers, busy signals, pops
or clicks, operator intercepts.
.Ensures. acceptance by the called
party for callsplaced to persons
.seryed by older s"ii\litelimg
equipment that does not offer
tOUell tone service and to those
that still 0\1\'1:1 rotary dial phones.
. Virtually eJ.i:mID.ates the ri$k ;'f
"false" acceptance by answering
machines, fax :r:r;taellirles,
automated attendant systems, or
oth.er inappropriate connections .
. SUell as pagers, busy signaJs, pops
or clicks, operator intercepts.
Excellent resource for
troubleshooting and il1vestigativ~
review.
Provides instant snapshot of
' system activity.
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October 3, 2005
000176
Page 4 of 72
00'47
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State of Washing/0t'! Department of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
TECHNICAL PROPOSAL
System
identification of
telephone
location
Provides phone location
identification fOT eaGh call
placed.
Centl:a1 Office
provided
Answer
Supervision
Utilizes digital sigr1.ahng from
tll.e distant central office to
'confirm answer.
Internal systemmetrics are
System
provided answer used to determirll~ when
, sup ervision
ansWer occurs for Furposes of
llutiatlll.g voice prompts fo1'
collect calls.
Block sound
path during call
setup
Prohibits comml.uucation
between inmate and called
.Party 'prior to call acceptance.
.. Excellent cross reference resource
for use III not only surveillance,
but system nl.anagenl.ent and
mallltenance as well. This enables
:investigators who m,ay be
inOlutoring calls to immediately
locate the inmate should they
'encoilllterharassment of any
, called party.
o
Provides the most accurate
d'eternlination of called party
answer and therefore the most
accurate timing and billing of
accepted calls.
• Provides reliable confirmation of
call start that pl'Q"vides callers with
voice p1"Ompts for p1"Oper call
handling.,
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&
Gives the called party the.
opportunity to reject the call
v\7ithoui: being heard by t1:)-e
ll1ffiate.
El~ates
oppormnity'for inmate
to harass the call.ed party during
set-up. '
Eliminate~ oppormnity for the
inmate to pass 1'llessages during
the call set-up period.
000177
October 3, 2005
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'Page 5 of 72 "
0048'
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
PreVell,t E:>-.1ra
Dialed Digits
Hoole-switch
secondary dial'
tone control
Blocks keypad enh'ies once
the llunate has entered aD
necessary information for call
placement.
Pre:vents :inmate from
manipulating the hook switch
to receive"secondary di.al
tone." Following call
completion or d1.1ling call setup.
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Prevents inmates from USll1.g the
keypad to access the called party's
phone system ,,,Then placed on
hold.
Prevent$ iru:nate from by-passing
system controls, such as blocki.ng
or allowed call lists,
hookswitch.
via
A
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Three-way Call
Detection and
trackiJi D
CT
Detects tJ:u"ee-way call
attempts and notates'call
detail record.
er.
Three-way call
Detection Voice
Overlay
Wmning
Detects three-wa); call
atteli.1pts and initiates a voice
overlay announcement.
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October 3,2005
Prevents inmate from attempting
to by-pass or circumnavigate
system contTols.
.Any time the'hook switch is
depressed, the system terminates
tl1.e, cunent call and starts the new
call process, forcing the inmate to
initiate a new call ,md prevent'tl1.e
inmate from clL'ain dialing of
potentially fraudulent calls,
Allows for non-intrusive
ll1.'vestigation/tracking of three. way calling activity and prevents
nunates from circumventing
system call contrQls. Sud1. as
blqcking.
Provides notice 'to third party that·
tl~ey are .spealdng to an nunate at
a correctional facility.
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This is helpful in Warlm1.g
unknowing third parties so that
,they.can report tl1.e activity and/or
ternm1.ate the call.
Page 6 of 72
-004.9
State of Washington Department of Correotions '
CRFP6446 - Offender Telepllone System, Reoori:fing, Monitoring
TECHNICAL PROPOSAL
Tluee-way Call
Detection
Disconnect
.Random Voice
Overlay
PINwiili
allowed call list
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Detec.ts tlu'ee-'vvay call
attempts, plays an
explanatory message, and
disconnects call and notates
call record.
Provides ran.dom voice
overlay telling all cqTIed .
parties tll.at the call is
Oliginating fl'Om an iru:nate at
a correctional facilitj7 ..
Limits each PW to'a specified
list of allowed telephone .
numbers to call. No other .
telephoI).e numbers maybe
called other than those that
appear on-tb.e inmate's
individual list.
Inmate Name
p..JlIlouncement
':"OneTime
Recording
Records imnatename at the
time 6f PIN assignment or at
tll.e time the first call is
placed.
Individual
Called Number
Blocking
Prevents irul1ates from calling
specifie.d m.u nbers or groups
.
of ll.1..unbers;
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Allo'"vE! for imm.ediate
discOlmection c:f potentiaJ threeway calling activity.
Pl'Ovides reminder / warning to
call recipients that the call is
coming from an inmate,
Pl'Ovides additional protection
against the potential negatives of
three-vITay calling without using
detection methods. .
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Pl'Ovides complete control and
prevents random dialing of the
phone numbers called by inmates.
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M::inimizes risk of PW theft since
iiunate would muy be allowed to
call those numbers on the stolen
PWliSt.
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Prevents .the use of tl1.e name
recording as.a means·for
harassm~t or passing. messages.
Essential feauu'e to stop
unwanted call attempts to victims,
j1':IJ:ors, facilitj1 personnel, etc.
Stops harassing call attempts and
minimizes "wasteful" use of
phones on 1?T'i"1aJ.lted calls and.'
leaves more phone time for
producti'\re calls.
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October 3, 2005
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Page 7 of 72
005.0
State of Washington Department of Corrections .
CRFP6446 - Offender Telephone System, Recording, 'Monitoring
TECHNICAL PROPOSAL
Grol1pCalled '
Number
Prevents inmates from calliJ.1.g
specified groups of numbers.
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~loclcing
Call~d Party
Initiated
Bloc1dng
Allows called party to block
all future calls fTOm the
inmate by dic:ling specified
digits when a call is received.
Completed Calls Lllnits completed calls to any
,Limitation
particularnumber withID a'
given day.
co
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Essential feature to stop
1.U1\"7anted call attempts to toll free
numbers, pay-per-call l1.umbers .
(900/976), directory assistance,
911, and other large blocks of
n1.ill1.bers that can be used for
fraudulent purposes.
Provides instant harassment
control in the hands, of the
harassed party.
Allows fm control of call ~70lume
to help family manage costs
vvithout having to refuse :iru:nate's
calls.
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Declined Calls
Limitation
Establishes a daily limit for
the number of declined calls
placed to any given number.
IIVorkstation
Alert
Provides investigator with
instantaneous knowledge of '
calls of specific intetest made
by the irunate or to a called
number
Helps to pl'event ininates from
monopolizing phone accessiNith
an excessive am01.U1.t of calls.
e
1v1inimizes hacldng attempts and
harassment caused by ll1.IDates
calling the same declined number
repeatedly.
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Allows investigators to target,
suspicious activity and be advised
automatically when it OCCLli'S.
Allows investigators to terminate
1nappropriate targeted calls
ip:l.mediately.
000180
October 3, 2005
PageS of 72,
0051
State of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
SNITCHRemote
Investigative
Alert
.Provides investigator with
the ability to leave their
iJ\7orkstation and still have
installtaneous knowledge of
calls of specific interest made
by the inmate or to a called
number
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Allows investigators to target
suspicious activity and be advised
a1.1tomatically wl:en it occurs.
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Allows investigatol's to terminate
inappropriate targeted calls'
immediately..
5.1.2 (MS - 4.0) Identify, document and record conversations affecting security of institutions
and inappropriate/illegal activities. .All calls from offender telephones will be processed and
recorC).ed through the offender .calling system. All calls from designated attorne3' phones must be
processed separately from the offender calling system'and will not be recorded.
+ FSH Response:
DESIGNATED ATTOENEY TELEPHONES
FSH and GTL presently provide separate attOlTIey telephclTl.es at ,NA DOC facilities. The
attorney :imnate telephones 'are located at a completely separate ~ocation from tll.e regular
rnmate phones. These phones use a separate line that is not cormeded t:hi-ough the call
control system wh.atsoever and therefore can not be I'ecoI'ded. Using .the separate line
provided, the correction officeI' dials the telephone numbeI' of the attorney on a l'egular desk
type phone CJ:1l.d waits until the call is. accepted, then uses a transfer key to transfer, the call to
the inmate waiting at the designated im.l1ate phone to talk to his/her attorney. All equipment
is supplied at no cost to the Stat.e by FSH.
rr; the event that an ll1IDate does not 1.1se the legal phones tli.at ,I\TA DOC has provided,
tll.e
Privileged 'Call Protection feature allows tl1e facility to identify attorney telephone numbers
so that calls to tl1ese l11.1Inbers will not be monitored or recorded. This feature is at the option
ofV.,TA DOC.
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MONITORING AND RECORDING FEATURE DESCFJPTIONS
TI1e System, will be configured witl1 the Shadow Full Chalul.ell'v1OIutorill.g and Recording
feature that is currently 'deployed at both VI!ashington State Penitentiary and All:way'
Heights' facilities. The monitoring al1d recording is fully integrated ~t\7itlun tl~e Sy~tem. TIus
digital recording ai1d monitorll1g solution offers full monitoring and recording capability of
all calls witllirt any given facility regm'dless of whether the llT:restigator is on-sit~ or remotely
located.
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October 3,2005
0-0018J'
Page 9 of 7-2
·State of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording. Monitoring
TECHNICAL PROPOSAL
SIMULTANEOUS PLA\'13ACK AND RECORDING OF CALLS
The Systern provides for sim.ultaneous playback of recorded calls and continuous recmding
of live conversations. Call' recordings are available fo]" playback im.mediate]y via the
wor~(stati.ons provided 'vlithout any impact to ongoin.g recording functions or call processin.g.
REAL TIME CALL ACTIVITY FOR INVESTIGATlVE l\10NITORING
The System Workstation is capable of showing real time call activity. hl.vestigators Call vie,,,i
all cCllls III pTOgress or aU' stations and simply select the call they wish to monitor real-time
without any lllterruption to the recordlllg process and Vlrithout detection (no audible
signaling or frequency) by the inmate or called party.' .
Regardless of wheth.er the call is monitored, all calls are digitally (tapeless) recorded and
.archived for subsequent playback on demand. F1'Om any System workstation, authOl"ized
personnel, Vlritll tlie proper secluity 'access level, may search for calls ·by PIN, originating
telephone stations number, called number, and/or date/tirn;=and simply click on the desired
call to listen to the recOl"ded conversation. The process is quick and simple and the calls are
available for playback immediately upon call completion. "'iNhile listening, the investigator
mav' add notes to the call recordine: file. ill addition, . investie:ator mav select a _pertinent
the
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l'->ortion of tlle recorded ·conversation. save it asa separate file. add notes related to his/her
findlllg:sand ard1.ive tlle recorded conversation on a CD.. This is accomplished witll 'just a
few clicks of a mouse.
oCtober 3, 2005
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Page 1.0. of 72
0053
CRFP6446 - Offender TelephfJne System, Recording, Monitoring
State of Washington Department of Correotions
TECHNICAL PROPOSAL
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SCREEN.OF CDR SELECTED TO REVIEV1T 'CALL RECORDL1\lG
CONSTANT AND CONSISTE1\.TT· CALL RECORDING
The System v\Till comprehensively record all callsallovving the facility to play back any
recorded call. On-site stoTage ,,,rill be sized·to accomIJ;lOdate six (6) months of call recmdings
:immediately available and a~cessible on-line. In 'addition, call recordlll.gs utilized for.
evidentiary purposes may be archived on CDs for long term storage. Recorded CDs may be
played on any sOtmd capable PC i"iith a CD drhre. Encryption is a\7ailable to protect a.nd-+.
.
sectue the recording files.
..L.
All recOl~dings of completed calls begin with {he dialed digits being out pulsed- the entire
annOlUl.Cement' to the called p~rty and the acceptm~ce digit being dialed is capb:lred. TIus
enhances the value of the recmdings as evidence in a criminal proceec1.:i.:D.g. Recmdll1g
continues until either party 11.angs up.
For CO:Llrt proceedings and evidence purposes, the ad-hoc query function. enable authorized
adminisn:ative users to generate a virtually unlimited anay of llID1ate call record' queiies and
reports. The user may custo}TIize their search of recorded calls by hOl.lSll1g ~ut, individual
.
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October 3; 2005
Page 11 of 72
State of Washington Departmerl of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
station, by inmate, called 1l1.ID"l.beT/· elatel staTt time, stop time, type of call (collect OJ" debit),
duration of cal] and a variety of otheT cliteria. From this Teport, the 'autllorized use]' can select
allY OJ" all of the calls to listen to. add notes to and/oJ" eXpoTt to a CD for evidentiaTy use. Tb.e
user may utilize 3-DES enCn/17tiol1 .for exported calls to. 1?1'Ovide the hifhest levels' of secit.ritu. '\~
Queries of paTticular value may be served and named for futuTe 1..1se.
RECORDINGS STORAGE - ONLINE AND TO CD
The System stOTes the digital recordings with aU the pertinent infornl.·ation about the caJl
including time, date, inmate, station called n1..ID"l.ber, carrier, etc. The call data CaD be
searcl"l.ed ana displayed by any. param~eters associated with the call including chronological
order. \l\7hen the call recording is 'vnitten to CD the pertinent data is also written to CD and
is associated with the recoTding. The calls' on the CD canbe sorted by hunate ill, Name, aJ.1.d
Date/Time.
.
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Ead1 woriestation on the System will be equipped with a CD burner that ,,,rill cillow the
facility to copy inmate TecoTdings to CD: The System provides digital recording of the Inmate
calls that have no loss in quality from the actual call. The l'ecordings are stored with all the
pertinent call data including th.e time, date, inmate, station called m.unber, carriel', etc. The
workstation will be equipped with a s01.ind card and speakers that will allow the Investigator
to confirm the accurate transfer of "the recorded iJ.1.formation. In addition, any State
workstation that has ~ccess to the system recordll"lgs can copy the recordings to CD ·if
equipped with a CD burner.
l
VVhen copying the recordings to CD the user can choose 'between 3.options: (1) Dai;a CD; (2)
·Audio CD, and (3) CD Lite. _
Data 'CD ~ SECURE -Stores the recordll1.gs with all the pertinent call data including the time,
date, llllnate, station, called number, carrier, etc. The Data CD can be ulaved from any
· Windows® 98. as or later PC/Laptop. using: the V AC prmrided selector application (for
sorting and searching recordings on the CD) and ITSII plaver. The ITSII Player pl'ovides
roEmy desll'able teatures over competing players s1.~ch as strong editing, 100pll1g, magrrifyiJ.1g~
step fLmction, speed up,' slO"l~7 down, book markll1.g, etc.' Additionally, the CD' can be
encrypted using strong 3DES encryption. The intention is foi' the Data CD to provide a .
chall1 of custody" that g1.1anmtees that the recording ,Nas made on the System aJ.l.d has not .,
been altered. This could be very valuable in those cases where the origin and h~l.dling of the
·prosecution evidence is being contested..
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October 3, 2005
Page 12 of·72
0055
j
CRFP6446- Offender Telephone System, Recording, Monitoring
State of Washington Departmen! of Corrections
TECHNICAL PROPOSAL
Audio CD -Non~Secl.1re - Records the inm.ate calls to CD as standard audio files. The Audio
CD can be plaved in any CD player including automobiles, boom boxes, PCs, etc. The files
can be copied :hom the CD for distribution if desired. These files, as with any of the
"standard" WAV or l1P3 files, can beeditec1 with standard audio edit:i11g software and are
therefore would not be considered appropriate for court eVidenc~.
CD Lite - N on'-Secl1Xe: This option is fOT the nOlv·discriminat1ng user that wants to copy the
data quickly ~o CD and doesn't need the feature rich ITSn player or enCllrption of the Data
CD option. .A.dditiomilly, the CD Lite option allows tll.e· user to play the recordlll.gs Witllout
the cn loading any Active-X controls o~· files on the playing con:puteT.
ON- SITE ALERT NOTIFICATION
The System allows for manual set up of tli.e monitoring and recording connection on an as
needed basis on the personal computers prOVided by FSH. and located at the facility. The
System does have the capability to select a particular telephone number for .recording or
monitoring while a call is in progress.
Authorized users of different access levels may establish alert call settings based on inmate,
inmate phone, or called numbe;r. \1\711en a call matches tll.e alert sett:iJ.lg. active users belonglll.g
to the apPrD1."}riate securitv access level are visuallv notified. An llTvesti.2."atOT caJ.~ listen to the
-- ..
:::
call in :!Jrogress through the live monitorlll.g feature. All.y calls V\7ith an alert set on them will
be spec:ific8lly flagged in.theCDR record and carl be retrie\7ed and played at a later time, if
desited.
.
.000185
October 3, 20G5
Page 13 of 72
0058
State of Washington Department of Corrections
CRFP6446 - Offender Telephone
System~
Recording, Monitoring
TECHNICAL PROPOSAL
.._
..
ALERT NOIDlCATION SCREEN
+ REMOTE ALERT NOTIFICATION "',SNITCH
'Ute System can call all. hwestigator's phone number, during desigrmted hours, to aIill.01.mce
an alert and offer live monitoring of calls. The Alert Notification System aDll.ounces to the
ll~vestigator that analeli event has occurred all.d requir~s the investigatOT to enter a PW as
security to ensure an authorized individual has ·ansv\Tered'the phone. Once the PIN is entered
and verified, the System provides lll.structions to th.e :investigator th1it allo~7s them to identify
the b.ull.ate(s) or called nu~ber that u"iggered the alert. Once validated, the investigator is
immediately listening to the conversation of the altered call. the call Cal1 be cut off sll.ould tll.e
investigator deem it necessary. Any action taken is logged. The Alert Notification System
'supports English pl"OIDptS.
. Orlce the Investigator has listened to the c~l, the System will no longer atteni.pt to contact'tl~e
Investigator for that specific alert event. The System only attempts to deliver notifications
d1.U"ing the specified time of day .and rall.ges set for each individual. The alel:t is ~ogged on the
CDR record for tlle call of interest for subsequent playback, appending of notes all.d copying
to CD, if desired.
a
October 3, 2005
".,' 000186
Page 14 of 72
(l057
State of WashIngton Department of Correc:tions
CRFP6446 - Offender Telephone System, Rec:ording, Monitoring
.,
TECHNICAL PROPOSAL
The Focus IOO'database is mallltained in two locations. TIle fi.Tst is on-site at the facility. The
second is a server 10catiOl"\ that VAc designates as the "HQ Server" "v\rhich will house a
Tedundant copy of all CDRs' for all facilities fOl' all calls, complete and incomplete,
throughout the State DOC. If either dettabase fails, it -can be restored by th~ other system.
Additionally, each database is also backed up to .one additional location pToviding three
independent database backl.i.p locations.
Irunate cal1 recoTdings are stored on th,e site server at the site v\7h.ere the calls were made.
Red1.Uldant copies of call Tecordings aTe stored on a NAS Server within each system on site.
SYSTEM SEcuRITY ~ NETWOlU(
The Focus sy.stem typically sits ir.t an autonomous '0.7.AN that is interconnected to eacl'l site in
a mesh configmation' and then connected to V AC via a secure data circuit The mesh
configuration allows access from all sites to all sites on th.e autonomous WA-N. The data
ciTcuit is necessary for LIDB validation, Call Detail Record gathering, maiJ.'ltenance activity,
and system monitoring. The 'iNAN consists of the equipment servers, Cisco Switch, Cisco
routers and fuewalls, 2md workstations that are dedicated to the ITS system. TIle \1Il AN DC
. will be a 2003 Server OS NEBS compliant, dual Xeon, RaidS HSS disk array, server package
nmning'active directory.
As mentioned, the ITS System will be deployed on an autonomous W:A:N al'ld is not part of a
customer WAN .. -A-ccess between the ITS II\[AN and the customer II\[AN is possible typically
via a Cisco fuewall, shp1.l1d, ~I\[ asl1ingtoIJ. reqL1.ire access to tl1.e ITS by the DOC's PCs.
SYSTEM SECURITY - USERS
The ITS requires the use of 'an assigned username and password to access the system.
Passwords can be configtU"ed to expire after a period of time. Users are assigned one of eight
(8) user authorization levels from Ac1ministTator to the lOwest usei· operator leveL Each of 'the
security levels can be configtll"ed to Viev\T, Add, Change, or Delete access ·al1.);' feature option
dOV\~1 tb the' cli.eck box' level. This gives the ITS Administrator complete control of the user
account from the ITS application.\l\[orl(stations Cal1. also be configured to loel<: out users 2).fter
a.predeterrpll1.ed timeollt period.
The Security Level Access 'screen (shown belm!lr) is used to determine the accf7ss level for eacl'l
facility staff member. For eacl1. security level, tl1~ aCcess capabilities can be set for each
feature, as indicated by the radio b~ltton. This~ccess ranges from ',None' to 'Full' access. Full
ION~L
October 3, 2005
00 018 7
Page 16 of 72
0059
state of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
access allo'ws the us~r to 'View, Add, Change, Delete' records or settiJlgs within the feature.
The follo',,'ing levels aTe standard:
..
.,
..
•
..
o .
Il
.,
tl
.
eIPS OPR - Facility Operators
MON -1\1onitors
INTEL' - Facility Intelligence Off~cers
em - bwestigators
CHIEF INV -Investigative SupervisOI
TECH -' Tecll.nical support, Iemote al"ld on-site
SUPER - Facility HQ SuperVisors
FACILITY HQ - Facility HQ Operato:rs
ADMIN-VAC
=======--_...... --- _. _
......_.- ....-..- ...
I
I
I
PEF:
):;"':~1!2;~~:~?:0grZfr:'J~1~f
;~:::.: 'il;lMAii Accoui~T-IJ·:iFoFH\,jATioi~
:~.!:
i;, ,.
Ii;;
/:>.CCDUNT TAB
CHANGE INMATE DOC
INM.6.TE PIN .
000188
,
October 3,2005
Page 17 of72
.
0060
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording,
Monitori~g
TECHI'I!ICAL PROPOSAL
AD system changes that are IILacle, calls that are monitored, caU recordiil.gs that are revie\J\7ec1,
CDRs that ·are appended· v'lith comments are recorded \lilith, the time, date, an.d user th.at
effechlated the event to el1.SUre that a log is maintained for security and audit purposes.
SYSTEM SECURITY - POV\TER FAILURE
The VAC System and each administrative workstation is eqi.lipped with the appropriately
sized Uninterruptible POII\7er Source (UPS) to provide not less than fifteen (15) minutes of
continuous operation in tl1.e event of a pO'wer surge or ill.tel"l~uption.
If commercial pO'wer is lost the UPS will indicate :with an audible 'beeping so~md in the
equipment room and wherever the wOl'kstations are located, Should power be restOl:ed
within the fifteen (15) minute period, there will be no interruption of .call processing or .
workstation ftu,1.ctioning. If the interruption exceeds this period, call processing functions are
.interrupted u~til such time as power is restored.· Regardless of any int~rruption in power,
call records are prot~cted at all times and not subject to loss. System settings will rehull.to
their previous state l.lpOn restoration of pOv\7er, .
5.1.3 (MS - 2.0) Facilitate effe~tive phone management and usage review by the Department
through customized, standard and ad hoc reports.
.....
~.
+
FSH Response:
Effective phone management is paramouri:f to effective decision making. The State will have
access to numerous standard reports, as well as enjoy a robust ad hoc query featUre to
customize individualreports. In addition,FSH commits to providill.g additional customized
reports as' required by the State ov.er the term of the contract. FSH believes strongly that
regular phone usage re,riews v\'ith the each fa,cility, the Deparb:n.ent's headquarter staff and
others such as Contract al~d Legal Compliall.ce and Fil'iance departments is vital to effective
phone management... Usage data is retained for the life of the contract, with redundall.t
. storage.
There are approximately fortv (40) sta.:n.dard reports that are available and are' easily
accessible. These reports are indexed and tabbed by the following .categories:
t>
Finc1ll.cial Reports
II>
Maintenance ReDOl"ts
(0
Investigative Re~"')orts
.
i~',.,'tr Un
'"
October 3, 2005
001 ~~
("\ a
Page 18 of 72
0061
State of Washington Department of Correr::tions
CRFP6446.:.. Offender Telephone System, Recording, MonItoring
TECHNICAL PROPOSAL
,,-:
','"
~ \;:e~~f~~~h~r;;s~~£.'· '"
'STANDARDizED REPORT ACCESS SCREEN
CALL REFUND
Generates aJ.1.d plints a s1.1mmaq transaction report
'whe11 a Call RefUnd transaction is performed.
DAILY CALL
Provides a list of collect and debit call activity.for a day
or date range.
CHARGES
'TRANSACTIONS
Provides a record of the totalm.Ul1ber of financial
transactiOns for an individual inmate.
INMATE DEPOSIT
Provides a recoxd of lll.d:ividl.lal inmate deposits.
INMATE
Offers a detailed reconciliation of an individual
irunate's debit aCC01.mt.
FINANCIAL
RECONCILIATION
_.
October 3,2005
Page 19 of 72 .
0062
State of Washington'Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
':5~~.'li!~~II~~+!:,'~i;\;7::",~~ljlffff.llji(
CrTY
NJ,J A-N:\.'X
Provides the city an,d state for a particular NP A-NXX.
SEARCH
LOC-.6,.L EXCHANGES
"
NON-AREA
Provides area codes and exchanges that are designated
for the local calling area.
Pro':ides recmd of call attem.pts to invalid area codes.
CODE/ExCHANGE
ATrEMPTS
PERCENTAGE GRADE
OF BLOCKING
STATE ByNPA
Provides hourly caD traffic iJ."Lformatioll shml\7ing the
number of calls attempted, the numbeT blocked by
traffic, an,d the percenta~e blocked. The report can be
obtained by ~ntering the desired -report period.
Pro~Tides the
state for a palticular NPA '(axea code).
SEARCH
~~i;~(,~r~~w:~1J~i1":;\:;'ill~~~?r~~t~!'~in~~1:
ACCOUNT 'TELEPHONE
NUM:BER LIST
Provides a complete current list of allowed numbers
,associated with a specified inmate account.
ALERT NOTIFICATION
Provides calls made by inmates placed on alert aJ.l.d
calls made to telephone numbers th.at have been placed
on alert status dUling the, desired repor~ period. The
report can be obtained by enterul.g the desir~d report
period.
ApPROVED
Provides a'list of the u1IDates that are allowed to call.
specific telephone numbers. The repOlt can be
obtallled by enteru1.g th~ tele~hone numbers and the
desu'ed report period.
o'
TELEPHONE NUMBERS
SEARCH
CALL DETAIL
Provides the completed calls by inmate (in the order
that they' ,,\Tel:e placed) over a specified time. The
report caJ.i.be obtaul.ed by enterulg the imnate aJ.1d,a
specified time frame.
CALLS FROM PIN
Provides all hU11ates' attempts to place calls '''lith
'.,3:
October 3, 2005
FS;H .c~mffl~in~~km.~
.
"
a001 91
Page 20 of 72
.,,~
() nC·':)
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring'
TECHNICAL PROPOSAL
f_f~~;:fjJ~?Ji!£;'i"",j?:~:~(<<[~l~!I!;~r~\;
NOT AT FACILITY
hrvalid PIN numbers. The report Call be obtained by
enterlllg the desired report peTiod.
CHRONOLOGICAL
Provides a log of the calls attempts (s1.1ccessful and
unsuccessful) :in the order that they were placed. The
report can be obtained by entering the type of call
(collect, debit, or both) and the desired report period.
LIST OF CALLS
CURRENTLY
SUSPENDED
TELEPHONE ACCOUNT
EXTRA DIALED
DIGITS
Fr-.EQUENTLy DIALED
NUMBERS
Provides a list of imnate telephone acco1.mts ,,,There
calling privileges have been suspended d1.i.ring the
desired period. The report can be obtallled by entering
the desired report period.
Pro"i:ides a list of all calls where extra dialed digit;;
were detected durlllg tl"le desired period. The report
can be obtallled by enterlll.g the desired report period.
"Provides a list of the telephone numbers. called more
.thall a specified n1.IDlber of times within a specified
range of ciates. The repolt can be obtained by entering
the minimum number of calls to the telephone n1.unber
and the desired report period.
INMATE DmECTORY
Provides a log of ~ inmates. The report can be
obtained by entering the desired report period.
I~TE HISTORY
Provides all h'ansactions associated with all inmate
telephone account over a, specified time includ:iJ.lg
commissary aCC01.Ult debit calls, collect calls, deposits,
refLmds, h"CUlSfers, 8lld/or ch.allgesto inmate telephone
list. The report can be obtained by enterb."lg tlle llunate
culd a specified time frame.
INlY1ATE TRANSFERS
Provides a list llunate telephOI).e 'accounts tllat have
been Teceived or h'ansferred during a specified time.
The report can be obtained by enterlllg the iJimate and
.a specified time hame.
TELEPHONE NUMBERS
Provides a list of all phone numbers blocked by the
local facilitv.
NEWlNIY1ATE(S)
Pmvides all nunate telephone aCC01.Ults added during "..::
LOCALLY BLOCKED
October 3, 2005
J
000192
Page 21 of.72
0064
State of Washington
D~partment
CRFP6446 - Offender Telephone System, Recording, Monitoring
of Corrections
TECHNICAL PROPOSAL
NETWORK ACCESS AT ALl FACILITIES FROM ALL FACILITIES
All Washin.gton State Department of Corrections prison facilities an.d ,II,lA DOC Headquarters
v,riD be netvlorkec1 tluough an TIl.tercormected high speed data VVide Area, Network (WAN)
provided by FSH whicll is then nehvorked to VAC's Headquarters in Plano, Texas.
ADMINISTRATIVE ACCESS CAPABILITIES
The State '\i\Till be provided with the same access to administrative feablres and functionality
as currently available.
'
INVESTIGATIVE ACCESS CAPABILITIES
,
,
Based on INA DOC's established investigator security settings, this netwOl"k ii\Till allow
investigators at ea<;:h facility as 'well as investigators at theWA DOC HQ location access to
any given facility and then monitor live inmate calls or listen to TI1IDates' previously recorded
calls. 100%, of inmates' calls processed tlu'ough the system wD.1 be available for monitoring
and 100o~ of inmates' calls processed throu2:h the svstemwill be l'~cOl"ded (with the exception
......
.
of privile2:ed calls).
~
-
--
In the event that an inmate does not use tll.e legal phones that WA DOC has 'provided, fue
Privileged Call Protection feature allows tlle facility to identify attorney telephone numbers
so that calls to these lTLIDl.bers will not be monitored or recorded.
SECUPJTY'
The single compelling requirement that ea'ch of 01.U·customer.s have relative tq tll.e technical
arcbitectL1Te of the VAC inmate call processing system is security. The .four major aspects of
secmity are addressed as follows: Database Security, NetiNork SeCUl1.ty, USel" Access SeCUl1.ty,
and System 'Security in the event of a power outage.
SYSTEM SECURITY - DATABASE REDUNDANCIES
As the Call Detail Record is tll.e f01mdation for all in:restigative activitYJ CDRs are polled
every five (5) minutes throughout the day. To e~sure the TIl.tegrity of tl1.e CDRs, ,VAC's
, standard opel'ating proced1..U"e is as follOii\~s: the site CDRs for all ~omplete and incomplete
" calls are maintained on site TIl. tll.e server, a component of tll.e Focus 100 systenl..' TIl.e CDRs
are then copied to the VAC designated HQ Server, a seconduluque location for CDR storage.
Ne)..'t the CDRs a:re backed up to Plano, Texas, IDl.d stored on' the Billul.g Sel"Ver, tll.e tll.ird
ba~k1.lp COP}7.. The Billul.g Server database is again backed
and stored· on anotl1.er disk
array as the fOllith storage location. The Billing Server database is also copied to magnetic :
,.
tape and stored off-site, providing five independent backup locations for storage of CDRs·:'" 00019 3
up
October 3,2005
Page 15 of 72
0058
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, !vIonitoring
TECHNICAL PROPOSAL
the specified time period. The report can be obtained
by entering the desired report period.
QUANTITY OF CALLS
PLACED
QUANTITY OF
MINUTES CALLED
RELEASED INMATES
Provides a list of all imnates that have placed calls in
excess of the user-defill.ed number of calls in a specific
time period. The report can be obtained by enteril'lg
tl-ie milumull calls thresholdj type of call (collectj debit,
or both)j and desired report period.
This report provides a list of all inmates that have
· placed calls in excess of a- user defined total ani.ount of
mll1Utes in a specific time period. The report can be
obtail'led by entering the minimum amount of lrUnutes
tllreshold, type of call (collect, debitj or both), and
·desn-ed report period.
Displays inmates relea~ed altd removed from the
il1ll1ate telephone system.. The report can be obtained
by entering tli.e desn-ed report period.
'"
SPEED DlAL SEARCH
Displays hunates who have called the same telephone
number during a ~pecified time. The report can be
obtallted by. entering 3-digit speed dial codes.
SYSTEM-\AlIDE
Provides a list of all phone numbers globally blocked
throughout the 'prison system.
BLOCKED TELEPHONE
NUMBERS
·TELEPHONE NUMBERS
CALLED BY MORE
THAN ONE INMATE
TELEPHONE NUMBERS
LISTED IN MORE
THAN ONE ACCOUNT
Provides a li$t of telephone m.mlbel"S tllat have been
called by a' user defuted number of h1m~tes ,,,rithin a
·specific time period. The reportcem be obtained by
entering tlle minirrn.ID111.Umber of inmates calling and
.
tlle desired report period.
Provides the telephone l1."LlIDbers tl'lat are on more that
one inmate's list of numbers allOit\Ted to be dialed. The
repo~"t can be obtained by enterll1g the mh1hnum
number of ll1D.lates calling and tlle desired. report
period.
---..JO 00194
L.TE=--L_EPHO_.:N __N=-.-UM_BER --L-_PI_"O_V_l' _e_s_a_lis_t_o_f_al1_c_al1_s_m_a_d_e_to_a_u_se_r_s.J...-Pec_ifi_·ed _
__E
'
d
_
october 3,2005 .
Page 22 of 72
no'srj
• •1
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Wa~hington Department of Corrections
TECHNICAL PROPOSAL
'?' d'
Il~::/::;:!i;,;::'P!J~~~~~X!_iirul'%;j;;t:-\\i/'~n,::::'1
USAGE
telephOl).e m.unber(s). TIle Teport can be obtained by
entering the telephone number, type of call (collect,
.debit; or both), completed; uncompleted, or both calls,
minimum call dLu-ation, and a specific tim.e period.
TOLL FREE NUMBERS
Provides a list of toll free numbers (800, 866, 877, 888
·etc.} called by inmates: The report ca;n be obtained by
entering the desired report period.
CALLED BY INMATES
'THREE-WAY CALL
DETECT
Provides a list of how many Three-Vvay CaTI attempts
were detected. The'report can be obtained by entering
the desiJ:ed report period..
. In addition to the standard reports, a flexible, user friendly CDR Browsel" ad hoc query is
pmvided to generate customized reports. The format can be custm;nized to:
>-
...
Display or suppress any stored piece of information about a call record,
).>
Sort ascending or descending on any of the fields selected,
.
.
r Select for o~le·or more values in each selection field {e.g. muitiple originati.ng
stations, multiple calie9. numbers)
y Allow wild card search criteria
>>>>-
>-
Select for a range of dates and times
Search.calls of a specified length
.j
Search calls of a particular 'type
.Any call selected can be played by users ,Nith appropi'iate security authority as well
as exported to a CD for evidentiary use
Save frequently used ad hoc queTies for futLlre use.
. TIle user Vlrill select their seaTcll cTiteria for a specified rel?0J:i and view the Teport results~ TIle
sci'een shot belOlt\Tdepicts how the use').", is allowed to define the parameters to be applied to,
'produce the customized report:
October 3,2005
Page 23 of 72
(JOSS
CRFP6446 - Offender Telephone System, Recording, Monitoring
. State of Washington Department of Corrections
TECHNICAL PROPOSAL
--Recorde"d:
.lIN? Prefer~~~.
.
;'" ....
::,:,-;:",,::,:.:::~
.
~_". ._.~=-.,~-,. ::1'I
~:
..:;'.
[;'~n_~;-. ·31
.........
'".
SAlv.ll'LE
CDR QUERY
.
l'"'l~
000'196
"
October 3, 2005
Page 24 of 72
ODS?
,I
State
of Washington Department of Corrections
CRFP6446 - Offender Telephone System,Recordlng. Monitoring'
. TECHNICAL PROPOSAL
im .;.
I'
--:I
"'-:I
-4
-<:I
"'4
--1
-4
MB2
272369
2536270541
C4Eas17
943053
50975B3433
MA5
739308
5097475547
RA3
747192
20671>40191
TA6
73B434
5094661B04
NB6
802068
6233374853
I~A1
732551
5092446463 .
AA7
-<4
--4
787709
5095330509
MA6
942384
5092446437
C5S 3
791694
5097622685
C5N 6
776701
5097623875
NB5
864672
5094334290
MB10
--1
--1
"'-1'
--1
"'-1
758521
5094B31031
TB3
849915
5095824700
-~
R87
876971
253946n14
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C5S 7
936940
50958B6517
RA6
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0187799364B4
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91'9631
5094B71002
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MA3
925770
. 2535813266
RB5
732345
5095354005
C4Wesl 4
750979
5093272453
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"
SAMPLE
09106/200512:1 8:26
09/06/200512:15:15
09/06/200512:12:42
09/06/200512:12:49
09/06/200512:20:45
09/06/2005 12:11:33
09/06/200512:11:01
09/06/200512:09:30
09/06/200512:24:48
09/061200512:21:22
09106/200512:07:35
09/06/200512:04:01
09/06/200512:02:46
09106/200512:15:14
09/06/2005 11:57:39
09/06/200512:1 0:54
09/061200512:13:19
09/06/200512:08:44
09/061200512:05:07
09/05/200511 :52:14
09/06/200511 :42:28
20 TORRES. JOHI-1NY".
NC
20 RD',', NICHOLAS S.
~lC
20 HALL. ROBERT
NC
20 GALEN. JASON
I~C
11 TEMPLE. BILLY S'
~IC
20 MEEGAN. CHRISTOPHER L
. NC
20 DAUEI4HAUER. JESSIE
NC
20 CJlSH. CHAD L
YE
4 SYI'ES. LOVELL M
14C
7 HUGHES. TROY N
NC
20 GARCI",. STEVEN
14C
20 SfAITH. DANIEL L
NC '::
l-lC".::
~lC .
20 SWOFFORD. BEI~JAMIN G.
6 LEVASSEUR. MARl,".
20 PATHOUMCHIT. SINTHARON
4 POWELL. TIMOTHY
1 STREGE. ARTHUR J
.4 JDtolES. DANNY C'
1 CARNES. DANIEL E.
12 HOBERT, BRYAN W
~JC'
.
"
YE
~;i.
NC.o·
YEo :;
20 MASOI'!. SHAWN P.
CDR QUERY RESULTS
The Diftascreen alfows the user to view calI recor.ds within a facility, selE?ct.parameters, view call.detail
records, play recordings, select/hide columns, and sort data etc.
Using the Adirill.-ri.strative Ii\[orkstatiOl1,.· system administrators al1.d authorized facility staff
can generate, view, 8.:).1.d priJ.l.t stan.dard or ad hoc reports.
The Administrative lJ\7orkstation includes color
monitor, keyboard, mouse, prin.ter, sGftware,
CD/RIAl and lNAN connection to provide for
near nal-ti112e feature administration, 1'ep01't
genemtio17., and 111.onitoring/recordi17.g access.
Speakers are provided for recording playback and
call monitoring.
October 3, 2005
Page 25 of 72
.OD68
state of Washington Department of Corrections
CRFP6446.- Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
FSH also uses the phone 111.anagement data to monitOT inmate calling traffic to proactively
adjust to caD volumes to ensure abundant access to outbmmd tnmks. In the evei1.t that a
shortage of tninks are found during peak .traffic periods FSH ",,rill take immediate actloll
adding trunks as necessary to alleviate any usage congestion. FSH also uses th,e caD'
management reports to monitor call and payment options.
5.1.4 (MS - 3.0) Available low-cost calling plans that promote/foster of,fender/family relationships,
. including a low cost alternative plan to collect calls (fully describe the implementation,
management and billing processes as well as criteria for offender or others to use the
plans). Fully describe any special features of the plans such,as an across the board fIXed
rate fOT a 5 minute call aT a free 5 minute 'call on an offender's birthday.
.;- FSH Response:
Our proposed caD costs, as detailed in the Cost Proposal, v,rill cleal'ly demonstrate our desire
and willingness to develop creative, cost effective rates for the inmate or called paJ."ty that will
also pay the State its required commission while prmriding rnirrimurnpositive maTgin for
FSH, GTL and VAC. Cost of callS, by whatever call method used, is the .only means available
to collect the nece~sary funding to provide the Tequired hardware, softiNaTe and financial
components for the State.
I
Our Cost Proposal will pTOvide a flat rate for Collect calls, up 'to 20 minutes, for $3.50 that
terminate in the local, inb:aLata or interLata boundaJ.')'-. Prepaid 'or Debit calls, up to 20
minutes, that ter:minate in the local, intraLata or interLata boUndary 'will enjoy a 10%
.
discount and be chal"ged only $3.15.
93.69% of aD calls made fromtb.e DOC facilities faD iTIto these tlu'ee lata b01.mdaries; th.eiefOl'e
.th~ vast majority of calls -will.1:?e very; easy for the inmate and. called party to calculate the
total call cost. It\Te have taken the guess W01'k o'ut of these tates, simplifying the biIli11.g fat'
the custom.et' and intnate!
FSH has made a commitment to its customers that it il\rill work with them to offer the most
effective and l"obust call payment options for offenders and their faJ,ntly aJ.1d friends. It is 01.U"
'. intent to provide options t? the imnate, called party aJ,1d S~ate il\rith respect to ~ of Otp"
services- most importaJ.1tly flexibility ofcall payment opti.ons.
. We 1mderstand the delicate balance that i:J)e State attempts .to n-iajntain by offeling il1mates
telephone privileges at a reasonable price that allows tl:te State to utilize enhaJ,1.ced secui"e
recoJding and monitoring features wIllie also el]oyin.g a financial return th;at will offset otl1er
cost burdens.
Exclusively for ltVashington Department of COl'rections 0001
.
October 3, .2005
.
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Page 26 of!2
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I
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
COlvfPLIMENTARY CALLS
FSH ,,,'7iD provide complin1.entary calls to each inmate eacl, year. Options to "facilitate this is to
offer annually a free call to each ITm1.ate at every facilit:y. TIns CEm be accomplished, as
suggested, on an inmate's birth0ay or all.y designated holiday or by provicling a pre-fLmdec1
Debit account for. each inmate that,I\70ulel allow fOT a complimentary call.
PREPAID CALLING CARDS
In ad¢l.ition, FSH alld its pal"blers w)J1 also offer pTepaid call1llg cards ,"7hich the State can give
to ll1Ulates upon their release frOID incmceration. TIns would facilitate theiT ability to stay in
toud, witll family, contact potential employers, contact parole officer, etc. Prepaid c':Lrds may
also be allocated for the complimentary call as described above, for each inmate.
RE1N ARDING BEHAVIOR .
111e State may also consider USll~g an allocated number of complimentary calls to rewmd
\ inmate behavior. ' For instance, all offendel' who has completed a designated program may
receive a free call, in addition to their 8lUl..ual free call.
'
Th.ese 'ate .iust a few of the c1'eative options that the State may wish to c011.sidet adopting.
FSH will collaborate with the State and, as necessarY"advocacy orga.J.1izations, to enhance the
suggested optiOll..S or to develop new ones. '-.lve will remain flexible and should the State
decide to c11.ange programs each year we will' assist with the design, promotion and
implemerl,tation.
"
Call Pavment Plans -Provides Financial, Predictable Controls
z
, FSH offers three primary types of call payment plans: Collect (paid for by the called party
. 'via traditional telephone or direct bill arrangement), Debit (paid for by the irrrnate), and
Advance Pay (pre-paid aCCO'lmt set up by tl1.e called party for u~e only by designated inmate,
also knovm as V-Connect).
.
,
Rates are available to all pal-ties during the call tral1.sactioll.., as required by State mandate,
further offering financial control to either the Imnate or called patty.
COLLECT
,
,
Typ~cal
outb01md collect call is 'made by Imnate. Rates al'e at or below the current tariff as
fLllly described ll1 the Cost Proposal doc1.unent. All inmate call conh'ol featUJ.-es of the system
and State parameters, as' described tlu-oughout the Teclunc,al Pwposal, are ll1. effect during
any cbllect call processed. '
.
"~1i!;,,
000·10 v
a
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"
. October 3, 2005
Page 27'of72
0070
State of Washington Department of Correc;tions
CRFP6446 - Offender Telephone System, Rec;ording, Monitoring
TECHNICAL PROPOSAL
iAlhen a caU is placed, the inmate has th.e option to select collect calling. Once confirmed, the
caD is verified against billiJ...g, facility al..d State bl.ock tables and the call is placed once a11 call
conb:ols are passed. The inmate· is thell connected to the called party upon positive
acceptall.ce of the call.
DEBIT
FSH recoDUll.ends deploying an integrated debit calling application at the 'IN ashingtOll DOC.
Rates are bel0l1\7 the current tariff as described in the Cost Pmposal document.' VAC
presently has several customers tl..at use this application extensively through a funds b'ansfer.
process hom the inmate's trust aCCOLUl.t directly into a pl~one aCCOl.mt that allows the inmate
to place debit calls. Phone time is purchased as a commissary item in ihcrements designated
by the customer.
The Oregon DOC also allows the inmates to mal<e debit calls using a different management
appl'Oach. Tb:e funds are transferred from the State to the inmate's trust aCC01.mt where VAC
then creates or replenishes th.e inmates' phone accounts. O ..ecks to be deposited into the
:inmate's acc01mt are .~so sent to'VAC from the called parties to fund the inmate's aCCOLU..tS.
.......
One of the main requ.:i.rements for debit is the use of secured PINs. Eac1l.'inmate uses their
assigned LUl.ique PD\T to place each call. It is ,recommended to be a combination of the
.inmate's booldJ.lg number and· a l'andoml37generated sequence that follows.. TIris PIN is then
also tied to the inmate's debit nmd account vdth:in the system. Deposits are made. to the
account using the system admill.istrative workstation or may also be funded by the famili~s
tl'u'ough VAC.
V\7hen a call is placed, the inmate ,has the option to select debit or collect calling. \AJhen debit
is selected,·(through cllaling 1) the inmate's account is c1..ecked to ensure that adequate funds
are available.. 'Once confiTmec'l the call is verified against all. facility and State block tabl~s
'alid the call is placed once .all call controls aTe passed. The inmate is then cOID..ected to the
called party upon positive acceptance of the call. 'TIle called party is advised that they vvill
not incur a cost for acceptal1ceof the call. Upon completion of the call, tIl.e inmate'sacc01.m t
.
is immediately adjusted to reflect the charge for the completed call. 'This ass1.ues. that tIle
acc01.mt balance will remain 'cun-ent at all times and inmates calls will only be allOl~7edif
tllere is an available CUTrent acc01mt balance.
From a financial standpoint, tlleSystem includes .specialized acc01mting functio~ls designed.
to track all debit aCCO'LU1t activity. An' extensive array of debit repo~s is a~7ailable using the
VAC system "i"iorkstation. These include debitacco'Lmt activity detail by hunate, 01" s1..unmary
for all debit activity "iJ\lithin a give~ date range.
61
.october 3, 2005
Page 28 of 72
nn?l
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring ,
TECHNICAL PROPOSAL
Again, it is im.portant to Tl.ote that III all cases, the integrated debit product provides the
identical array of lllmate call control features associated \~7ith collect calling such as blocked
nUlllbers, established maximum call length, 3-VVa)7 call detection, allowed cal] lists, allowed
call frequency, quantity' of calls and any and aU other State paJ:ameters that are established.
Tlu'ollgh its Secmed Calling Solutions, FSH Comm1.micatioll.s delivers inmate telephone
calling to correctional facilities. Together 'vvith its partnel", Value Added CommuJ.ucations
(VAC), FSHis introd1.1cing a neil\7 application, V-C01\JNECT, that will allow called party to
.establish a prepay telephone accmmt llnmediately when called, allowing l1lliIl.teuupted
collect calling to numbers that would otherwise be blocked. In addition, v -CONNECT will
allow called parties to budget thei1'C0117.11'I:unicatiolls and avoid unexpected phone bill
e'-penses.
a
\Nhen 81l. inmate at a facility places a call to a cell phQne subscriber, an off-net CLEC*
customer or a LIDB blocked LEC customer the caJled party i'lrill be automaticaJly cOlUl.ected
to the V-CONNECT system that will provide them 'with the opportunity to establish a
:;. An off-net "
prepaid account and start receiving calls from the inmate immediately.
CLEC is a' Competitive Local Exchange Carrier with whom no billing and collectibn
agreement exists.
l
How Y-CONNECT V\Torks
V-CONNECT alloiJ\driends and family of ~l inmate to set up an account so they 'can receIve
collect caJls £Tom 811 inmate at the facility.
\I\lhen a callis placed to a telephone number that requires.V-CONNECT, the caJled party iArill
receive instructions from 811 atlto~ated opel;ator informing tl~em thatthe:y have thTee .
.options:
.. Dial a 14' 811d setup 811 accolmt ·immediately; .
Co
Dial a '51 81l.d Teceive a one-time complimentary 60 second call: 01'
e
Hang up. The cust0:rr:-er has Tefused to set the aCC01.Ul.t up at this time.
. The option messages will be played both to the caJled paTty alld to the b:UIlate to keep lliIn
informed of what is happening. However both pa,rties will not be able to corrunUlucate to
eacll other.
. If the called party dials a 14' to setup an aCC01.U1t illUnediately, he will be 'c01U1ected to a live
operator who will facilitate the transaction. The called party will be able to establish a V,.
CONNECT aCCOl.mt via credit card OT other methods.
1It.. 't 000201
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October 3, 2005
Page 29 of 72
.0072
'State of Washing/on Department of Corrections
CF?FP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
The inmate placing the call will be played a message stating that the called party cannot
.accept collect calls yet and to ple~se try again later. The inmate ."vill be asked to wait at least
30 minutes before tryin.g to call the nUlll.ber agaui in order to provide tll.e called party time to
e,stablish an aCC01mt.
If the called party dials a '5' the ulIIl~te" v,7ill b~ allowed a one-time, ~omplimental;Y 60 second
call to facilitate tlle aCC01-Ul.t setup process ,,,,dtl, the called 'party so tll.at fuuue calls to the
telephone number can be completed. After the free call to tlle Cc1.11ed party is used the called
'p~rty will no longer be offered the free call option in th.e inh"oductory message.
Up to five attempts will be allowed to a telephpne nl..unqer that requires this alternative
billing option. After the fiVe .call attempts without the a'ccount beul.g established, calls to the
number will no longer be allowed and will be blocked. The account must then be established
manually.
,.-
Once an account is established, calling il\7ill be allowed .as long as funds are available in the
account As tll.e aCCOl..mt balance nears zero, the called pmty v17ill be played a message with
lrtSh'1.1ctions to contact tll.e call cen~€l" to add nmds. to :the acco~t so tll.at calling is not
interrupted. As a customer's calling nears its credit limit, Advanced Pay account balance or
the sitetlu-eshold, tll.e system will begin to playa warning ni.essage: This 'is referred to as the
critical limit. Calls are then blocked at the point the remaining balance is less than the ayerage
cost of a call. TIUs is referred to as the block limit.
'
V-CONNECT ACCQU11.t Set-up
Accounts can be established immediately when -t."le V-CONNECT automated attendant
contacts the called party..
To establish or fund a V-CONNECT account manually using a credit cm"d, cOli.tact VAC at
800-913-6097, MasterCard and Visa are accepted.
Payments by mail ~7itlllvloney Order or Cashier's 01ecl< shQl..1ld be sent to:
VAC - Adv~ce Group
r.O. Box 941366
I.
I
Plano, TX 75074
i
I
I
000202
-=
, October 3, 2005
~,S:U ......."r,··,n'Go,
Page 30 of72
0073
State of Washington Department of Correc;tion~
CRFP6446 - Offender Telephone System, Rec;ordlng, Monitoring
TECHNICAL PROPOSAL
5.1.5 (MS -1.0) Fa.cilitate offender, their fa.milies, and other public users ability to predict and
monitor costs. Describe in detail the .policy and procedures of handling customer
complaints.
..
+ FSH Response:
As noted afJove, '''7e are offering a predicable rate plan for coll~ct a:nd prepaid/debit calls. To
. £Luther facilitate the inmate and the called party :iiI mal1.aging calls and cost the VAC system
provides call conh"o] featu.l'es that suppOJi the ability to budget predict, and monitor costs.
To recap, the ~"ates that have b~en proposed, allow all parties to easily manage their budgeted
calls and predict their billing.
Listed below are the call control featUres tllatspecificall? support this requirement:
Rate Ouote:
The' State of 'INashington requires that all calls provide a mandatory rate quote prior to tl1.e
called party's acceptance. The VAC system provides this quote for each tarili type of call
traffic -.,. thus providingJuTI disclosure prior fo the called party taku1.g tl1.e direct action or
depressing or dial:iJ.1.g to accept the ·call.
Positive Call Acceptallce:
The YAC system i-equires positive call acceptance and therefOl'e requires the called party to
take an affirmative action to accept the .inmate call and ackl1.ov\7Iedge tlle bi1lli1.g that will
ensue.
Called Party Initiated Blocking
The'YAC systerp allo'ws the :called party to eliminate any future calls' from the nimate
tlu'ol1gh the proactive dial:iJ.lg of numbers on their telephone keypad when each call is
received.
Completed Calls Limitation
The State can decide to allow a reasonable number of calls £01' each nunate in a specified
period oftime. This call. help limit tlle mmlbei' of calls by inmates alld Teduce ally tension
that may have res1..utedfroTIl. an excessive numbeT of cilis that the called party may have
wanted to refuse.
October 3,2005
Page 31 of72
0074
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I
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Declined Calls Limitatioll
The State can set a reasonable number of call attempts at which point any future calls to
any number that had been declined at the established level wO~lld be blocked, lilll.iting tl,e .
ability for harassment.
ABILJTY To REGULATE CALL CHARGES
With.in the VAC caD processing system, there E).re various limits that the State or individual
facility Cal, establish to regulate the call velocity for inmates. 'This .Call· also be managed on an
inmate specific basis tllJ.'ough the us.e of Pll'Js. Specifically, the number of calls by debit or
collect by day/v\7eek! or montl, Cal, be controlled. nus is one measure that can serve to
prevent exorbitant.callll1.g.
In addition, tl~e State or individual facility has the ability to set limits al1.d cap spending
within a specified period .of time. Exam17le settings using this call control v-lOuld be:
.•:. . .Set tl,e High Toll Tllreshold at $? 50 in a 30 day period
As a customer's caZIing nears its credit Z:b11it - i1: this case $250 of collect calls that were
made by an inmate within a give1130 day period - the system will begin to play CI waming
171.essage.
...-
Set tl,e Critical Limit at $1? .50
Again, in this example,. the critical limit of$12.50 would initiate the warning messages
071.Ce the inmate reached $237.~O ($12.50 from the maximu.m allowed), This is r~ferred to
as the critical limit. .
+:.
Set.tl1.e Block Limit at $?.50
111. the example given, calls would then be bloclcec1atthe 'point the 1-emaini17.g balance is
less than the average cost of a call.. 'TI1is isreferrec1 to as the block limit.
INMATE DEBIT
.Through the use of debit calliJ.'g, tl1e llunate is directly responsible for paYll1g the charges of'
. tl1.ell· calls. V\7hen a call isplaced, tl1e irunate 'has the option to select debit or collect calling.
The inmate also has the ability to cl,ecl< his 'available balance prior to placing a call.V\7J::ien·
debit is selected, the inmate's accoLU,t is checked to en~ure that adequate n.mds aTe available.
Once confu'med, the. call is verified against all facilIty alld State block tables and .the call is
placed once all call controls are passed. The lllD.1ate is then COlU"i.ected to the called party.
upon positive accepta:n.ce of tl1.e call. .The called party is advised that tl1ey will not ll1cur a
.
cost for acceptcl11ce of tl1.e call. Upon completion of tl1.e call,. the inmate's aCCOUl1.t is
~ediately adjusted to reflect tl,e cl,arge for the complE:ted call.
'i',,'~ 0O·G 20 ~'October 3,2005
Page 32 of 72
·1
,
State of Washington Department of Correciiolls
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
.-
PREPAID PLANS FOR THEINMATE(S CALLED PARTIES
As mentioned ill 5.1.4! the 'V-Co:riIlect Pxogram allows called partIes witll CLEC! cellular (as
pennilted by the State) or other "l;m-billable local exchange service to establisll a prepaid
acco"Lmt.
TIle' V":Connect application is seamless and automatically implemented upon
receipt of a rion-:billable response from 'lAC's validation services.
ACCO"LUltS' can
irnmediate])7 be set up .through a variety of payment options incl~lding credit cards! direct
billli1.g, or tlu'ough secured payments such. as money orders and cashier!s checks.
PROCESS OF HANDLING CUSTOlvl:ER COMPL.AINTS.
Requests . for repair, service or billing ~ concerns may be made via 'email
(PAS.Tcinmate@qiJ\rest.com) to the FSH Corrections' Customer Service Team 24 hours per
day; seven days a week, three hundred and ,sixty-five days per year.
Another option is for the customer to call the FSH Customer Care Center at 800-592-9488
wlrich will COffilect dii-ectly to our Inmate Specialists who will ObtaiJ.l the specifics and
dispatch local technicians.
An d1spatches, emergency and non-emergency, cu"e tracked from initial request. furough
completion. The Customer, Joanna Sissons, FSH Account Executive and the State's single
point of contact, the Techniciems and their Manager, as well as our tecImology associates 'will
also be notified of. dispatch to enstlrE: contractUal compliance and :the State's complete
satisfaction. A complete Trouble Reporthlg 81ld Escalation document will be prOVided to the
State and' all necessary personnel.
.
In addition, FSH is always open to any customer suggestion on improving' itS pro·cesses. \IVe
pride ourselves on our timeliness, as many issues are addressed culd resolved tlle same day.
In situations that requn:e additional time i"re COD.lIDl.micate immediately ,'\Then OT if there will
be a more lengt11Y response culd provide a' targeted timeframe for completion.
TIlere is also a VAC system suppOli group known as the TAC (Teclmical Assist81lce Center)
which will provide customer service/tecluucal support twenty-four (24) hours a -day, seven
(7) days a 'weel< basis, tlu'ee hundred and sixty-five (365) days a year. Many Sl.(ste111...,1'elated
.p1'oblems can be te1notehr c01i'ected fro111. -the TAe 'without a ,field dispatch, FSH persolUlel
llave .access' to tl1.e system's Trouble Ticket tracking, and should trouble be detected
immediate action is taken by the remote service engineers who in most cases can repa:iJ." or
reboot the systemwitllout the COUlltis notice of a problem. If 811 on-site person is requiJ.·ed,
'lAC TAC has the ability to escalate h'ouble reports' as well as· dispatch tecluuci&1l1s. VAC
sh"ives to provide superior service level agreements by dispatcl~l.g rep an' .personnel
promptly after reasonable notice has been given. .
Ir••• ~:: 00021] 5
October 3, 2005
Page .33 of 72
007S
State of Washing/on Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
'TIle System is ,continuously monitored 24 h01US a day by the Tecluucal Assistance Center
(TAC). An alert is generated inunediately if a problem occurs that could affect :system or USel"
functionality. The em.phasis' placed OJ, monitoring and maintenance is unparallel in th.e
indusb-y. In a recent study \lAC Svstem up time was independentlv meas1.ll'ed at 99.999%.
at the Federal Bureau of Prisons 104 netll\Tol'ked sites.
FSB OFFERS A UNIQUE SERVICE TO ALL01NTN1".iATES TILE ABILITY TO REPORT T-XPAIR
ISSUES TO A RECORDED SYSTEM:
FSH'S INMATE COMPLAINT SYSTEM
Described below are processes currently in place to efficieil.tly respond to 17~711.ate, Custome1'
and Staff complaints, questions or concerns. In addition, FSH is always open to any customer
suggestion on improving its processes. "INe also pride ourselves on our timeliness,as many
issues are addressed and resolved the same day. In sihlations that require additional time iAre
communicated immed.iately when 01' if there will be a mme lengtllY response and provide
targeted·timeframe for completion.
a
TIl.e irunate uses a regLU2lT inmate phone which accesses a Toll Free number (which is
progrcunrried in the system as Jallowed') that, ec'l.1ls into the FSH Customer Services Center.
TIle llunate reaches a recOl'ded message v'lith instructions on how to enter the .complaint lll.to
. an automated yoicemail system.
There are no Zi've operators i77:f.Jolved directly with the ininate
and all c01nvlaints are recorded. WA DOC staff time is greatly reduced. with tliisprocess, and
the Inmate has some control over their' COnCelTI and can expect timely resolution. FSH
cont:iJ.luou:S~y analyzes call volumes, 'l"esponse times and customer feedback so that
enhancements can be made.
The follOi<ving is an eXa7,nple of hoir the Inmate Complaint System process works at the
Ol~egon DOC. Instructions are printed ll1 English and also available ll1 Spanish, and may be
posted near, the inmate phones or distributed directl)r, as tlle County sees fit.
"." u 0
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October 3, 2005
0. ,n·., C
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Page 34 of 72
0077
State of Washington Department of Corrections
CRFP6446 - Offender Teiephone System, RE!cording, Monitoring.
TECHNICAL PROPOSAL
FSH Imllate Direct Voice l\1aill\1essage for Repair
The following is the message (in italics}that the Inmate.s hear when calling the FSH
Repair Voice Mail Servi.ce:
"Hello! You have reached the inmate repair line for FSH. To allow us to handle YOU7' request, please
'answer afew questions about the inmatepayphone location andproblem" A tone will follow each
question. Please answer the question after you hem- the tone. Following your answer, please press 1
to hear the-next question. If a question does not app7y to you, please S0! so brifC?re pressing 1. "
1, What is your name and SID number? Answer & Press 1
2. JifThat is the name ojthe correctional facility? Answer & Press 1
3. TiVhat is the location ofthe pcryphone zn the facility? Answer & Press 1
4. Describe the trouble you eJ.-perienced and the date it happened. Answer & Press 1
5. Provide us the teleplzone number, & the area code where you are calling to. Answer & Press 1
6. Repeat any operat07' mes~ages you hea7'd. Answer & Press 1
Thank you for using FSH $ecured Calling Solutions. We apologize for any trouble you herve
eJ.perienced. .
Note: No live answer is v]'ovided.
077 to m?so71 authorities.
])0
not swea:]'
01'
lise 7Jrofane language - calls o(this nature will be Dassed
.
FSH·EIl\1ensaje del Correo d.e laVoz del presp
El siguiente es el mensaje (en fa escritura de· cursiva) que los Presosoyen al Hamar el
Servicio del Correo de la Voz de la Reparaci6n de FSH:
i ''Hola! Usted ha alcanzado la linea de la repm'acion de presa para FSH Para permiti7'710S,manejar
su pedido, contesta parfavor unas pocas pregtmtas acerca de la ubicaci6n de preso y problema. Un
tono seguir6 cada pregtmta. Conteste p07-javor la pregunta despues que 2/sted aye el tono. Siguietzte
su respuesta, apr{eta ]Jar fervor 1 en air la pr6xima prefjmta. Si una pregLl12ta es no aplica a usted,
dice p07'favor tan antes deapretar 1. //
. .
1. ~Que es su nombre y e7 numero de SID? respuesta y prensa 1
2. ~C6mo se llama lafacilidad correccional? respuesta y prensa 1
3. iQue es la ubicacion delpa)phone enlafacilidad? respuesta y prensa 1 .
4. Describa elproble'ma usted eJ.]Jeriment6 y la fecha que 10 sucedi6. respuesta y prensa 1
5. Proporcionenos el n'LlmerO de telefono, & el c6digo postal donde 2/sted llaman a. respuesta yprensa
1·
6. Replta cualquier mensajes deoperario que usted oyo. respuesta y prensa 1
Gracias para utilizar el Publico de FSH Conseguiracceso a los Servicios de Soluciones. Nosotros nos
\ . n-'lili
I')
disculpamos p~ra e1 problema que
usted ha expenmentado.
.
'" .
00 b 0I'
==
Dctober 3,2005
Page 35 of 72
0078'
CRFP6446 - OffenderTeJephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
ISSUES REPORTED BY INl\1ATE - EXAMPLE
BILLING ISSUES:
Ifyou hear the operator message: "This number is not authorized to accept collect calls."
the called party will also hear the message and thev m.l!st contact Value-Added
Communications at 1 800 786-8521.
REPAIR ISSUES:
Report OJ'lly these problems 011 the Voice Mail Number
1. A phone has physical damage.
2. A number does not accept blocked or private numbers.
3. An area code or prefix does not work.
4. Cut offs during a non-debit Collect call.
(If3-way or call forwarding. features were notused.)
5. You always hear a ring, but no .one answers.
DEBIT CALL ISSUES:
For. resolution of Debit Call problems contact VAC in writing by mail at:
VAC, mc; ATTN: ORDOC Debit; P.O. Box941366; Plano, TX 75074
,Please be sure to state what the problem is as specifically as possible:
~., Debit deposit issues.
2. Refunds for disconnects on debit calls.
3. Other debit account-issues.
OTHER PHONE ISSUES:
1. All issues with your PIN number.
2. Fraud or stolen PIN accounts.
3. Phone number approvals.
For the above pro,blems contact the Inmate Phone Specialists by Wlitten communication to: .'
Inmate Phones Specialists, 2575 Center St. NE, Salem, OR 97301
.non llno
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October 3, 2005
Page 36 of 72
0079
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
A FSH .em.ployee clears the mailbox a l1.UnimUl1.1 of tlu"ee times per day. FSH clispatcll.es a
trouble ticket to tb.e appropl"iate responsible party (e.g. FSH, GTL or 'lAC). If tb.e inmate
experiences a JJCal1J.t call out issue we research it to cletel1.Tline the cause and offer resolution
as necessary. Reports are generated for the FSH AccOl.mt Executive and Support Team, the
Facility and any impacted Vendor. Report consists of the followll1.g fields:
I
JJ
. 1. Date of Call
8. Problem
2. FSH Employee Name
r,
o. Mailbox N1..unber
10. Operator Message
4. Inmate Narr:te
11. Trouble Code
5. SID or PW
12. Status Code
6. Facility
13'. Resolution
7. Phone Locatioll
-
9. Call To NLl.'mber
14. Date Resolved
Rates, Call Options Procedures and Customel' Service material will be filn-rl.shed to the State
alld each facility. We mghly encourage the State to make tlus material available to h1.IDates
and then' loved ones at in-take all.d visitation contact points, as well as on the State's DOC
website. hLformation is powel' and we al'e here to provide as much material as possib1e to
assist the State in pTomoting a healthy envn"onment for the hlJIiate population.
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We strongly believe that providing this information via the actual system through the
numerous prompts and announcements described in the Technical Proposal, as well as
partnerrng with the State to provide prrnted material, will allow all p~-ties to be well
. :informed and capable of managing their individual budgets.
5.1.6 (MS - 1.0) System management including the ability to update offender call list and
digit personalidentification nuniber (PIN) number within one business day.
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FSH Response:
PIN ADMINISTRATION
FSH proposes tlle use of seCUTe, random PJN generation; automated PJN nlterface to the
State's booking system; inclusion of the complete State Bar Association List and an Offender
Call List. These features, il\rhen used together, SignifiCallt1y reduce adm:iJ.ustration time and
enhance the seCUl'ity"of the calls themselves and for the called parties.
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AB the Washington Department-of Corrections is weD. awal'e, the use of ~1.IDate Pills provides
extensive investigative c~pabiliti:es. Reducing. admilustration ail.d en.suTIng tllat tile PIN is
October 3, 2005
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Page 37 of7Z
0080
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring'
TECHNICAL PROPOSAL
secured are essential to the' State DOC envixOllluent Seemed PINs are w, absolute
xeguiJ:ement and in order to ensme that PINs are random a~1d the1"efo1'e secure, FSH
recommends using a CO}11bination of the llU11ate's booldng m.unber plus a .randomly
generated PIN sequence to avoid duplication or sequential D"umbermg.
For the State of Washington, FSH also proposes the use of a combll1ation of the inmate PIN
plus V-PIN, 'lACs Voice Recognition capability that provides the optimum method of
establishing the authenticity of the ilw1ate placing the call by performing IrnTl.ate Speaker
Identification. \Alhen the Inmate makes a call for the first time he must enter his PIN and is
prompted to speak his nwne twice. Mel' the ilutial registration wh.enever the inmate places
a call h.e must enter Ius PIN and speak his name at the proni.pt. The spoken name is
compared to the original voiceprint registration for the PIN and, if positive, the call is
ed. If negative, he is prompted for a configu.red number of allOl<\red !etries. Name
alloVl7
recordings can be reset from the administrative workstation.
-'~
"FSH also recommends usmg an automated PIN interface whidl will automatically
synchronize the System database to the source system data'!Jase - in Hus case the Washington'
DOC's booking system, thmugh' a simple com:tna delimited file transfer which would
provide the database' of all active inmates. The database synchronization V\rill be pxogiammed
to OCelli" multiple times a day on a schedule that will pro"vide th.e optimum benefit for the
State. This svnchronization si211ificanthr reduces and virtuallv eliminates the staff
. admiJ:ustration ~7pically ass~ciate~ with. pIN- based syste~s becau~e the administration is
automated and performed on a sched"uJ.ed basis through the booking s·ystem. .The inmate
PIN is active after lll.put and can be used immediateiy with no waiting period.
INMATE ALLOWED CALL LIST
There are several options through which the Offender's Call List CW1 be pop:ulated and
maintalll.ed. One important facto:' that should be considered is the State Bw' List. The system
can establIsh special. call handling procedures that w01.1.ldbe applied to all pli.vileged
numbers tJ:u"ough the use of the Special Numbers Table. It is recommended that the State
choose the option to ll1cl11de the Bar list, even though there· axe dedicated phones for the
inmates to place attorney's calls. The Bw' list can be set as "Do Not Record" and W1Y
lTLTInbers that w"e controlled through the SpeciEJ. Numbers Tables will not be counted agaill.st
the total number of telephone numbers l'eside11.t on the Inmate's Allowed Call List, thereby
.
reducing' admll1istration significantly.
" .••
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0002i 0
011cethe state has decided on the number of names to be'allowed on the call list, typically 20
- 25 names are allowed, the Se~f Learn Featu1'e of the system can be tu11l.ed on. This will aJ;l.OiA,r
the inmates to place calls and automatically populate the allowed can list until the maximum
. October 3, 2005
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Page 38 of 72
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0081
Stete of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
established number is reached. Reports cem be 1'1.117 to show the State's investiffCLtors called numbers
thai' appear 011 17207'(: than one inmate's listforfu1,ther i11vestifation.
FSH highly recommends the features and processes.noted above for complete security,'
ease of use ,md the immediate and timely update of PINs and Offender Call Lists. Should
the State, however, wish to actively appmve Offender Call Lists prior to calls being placed
FSH Vlrill worle with the State to implement this manual process, taking the lead for the
ongoing maintenance of the lists. FSH guarantees that the offender PIN list and allowed
call list will be updated a minimum of once a day.
Call conh"ols ~lnd contact managem:nt features go hand-in-hand :in order to have tl1.e most
effe.ctive and secure call monitoring and recording system.
l
SYSTEM IViANAGEMENT
& ADMINISTRATION
DOC SYSTEM MANAGEMENT
Operating hours
.. "' ..
;
The VAC ITS offers complete flexibility to set the operating hours for the inmate telephones
Py day of'week and hour. In addition to general operating hours, which can be establish.ed
for the entire facility, the State has th.e. option to. control a group of phones or individual
inmates' calling hours. For example, an :inmate who is a trustee may have extended calling
hours whlie an inmate who h.as abused phone privileges may be restricted to limited calfu1.g
hours. A separate holiday schedule may also be established :in mder to offer alternate calling
on tli.ese .defined days. Once tl1.ese schedL11esare established, CalJ.lll:g is automatically
controlled by th.e system. No. ad:rn:i.nistrative ll1.tervention is requ.iJ:ed.
Call Length
Each cal1 will be timed based on the parameters qesignated by tl1e State, typical1y f~teen (15)
minutes. USlllgthe workstation, general class of service specifications may be established for
a facility-wide call dmation tl1at would govern all :inmates. ,Altelnatively, ll-imate-spec:i.f:ic call
duration may be established through tll.euse of PINs. Lastly, various groups of iIunate
phones may be specified :"rith unique calld1.lI'ations.· For example: in the infirinary, calls
may be limited to 5 minutes, in commoll. aTeas, 15 minutes. One (1) mllmte prior to
expiJ:atiol1 of the established maximum call dm'ation limit, tll.e system 'will playa warning
TONE or audible 81U1CrLUl.Cement, i.e. "One minute remaining. At the end of tl1at one (1)
mID1.lte, tlle system' wiil terrrJinate tl1e call.
0'00211.
October 3; 2005
Page 39 of 72
0082
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
.The system Il\rill allow personnel to have IMJvTEDlATE ACCESS to system control features
such as call 'blocking, call timers, system reports, alarm pal'ameters an.d real time display of
activity for each imnate telephone (per security allowed).
Inmate Phone Disabling
. .
The System provides tlle ability to enable or disable imnate phones on demand througll any
system workstation. The fLmction, enable/disable llU11Clte phones permits the user to disable
individual inmate phones, living unit;; 01' the entire facility. In addition, phone shut-down
may be accomplished gracefully" ShUttiJ.lg dovyn all phones once th.e current .conversation is
complete or abruptly, terminating all callS and performing phone shut down immediately. It
is important to note that this function canbe performed from aremote vloikstation - whic1l is
usefLu in an emergency situation where the site workstations may not be accessible.
II
V AC SYSTEM M..4..NAGEMENT - 24/7 SYSTEM MONITORING
.-
VAC's overridiJ.lg commitment is to the operational reliability of all installed platforms.
Support of all systems continues after installation througll extensive 24/7 remote diagTlostics
by VAC's Host Monitor system, results of which are constantly reviewed -24 hours a day, 7
days a weel::: - by VAC's Technical Assist811Ce Cente~"
.
The Host Monitor provides diagnostic capabilities that can be accessed via remote
communications. Remote diagnostics lllclude the abilit)7 to test trunks, telephones and m~ke
test calls from a reulote site. Systemsal"e constantly. monitored using these h-tternal
diagnostic capabilities. Performan.ce outside tl1.e "norin~l'l range of.operations will trigger an
alarm to notify facility personp.el. In addition, each system is polled-. nightly through an
automated process. Any service condition enc01.mtered during tlns polling triggers all alaJ."m
tl.lat will be :investigated and resolved as appropriate witl.1.out the facility's intervenp.on.·
VAC SYSTEM UPGRADES: ASSURING CONTINUOUS QUALITY .
Alinelt\7 softv..T~re releases are presented to QA for development of.· a test plan. Upon
'completion of any software release or hardware modification, the QA team conducts a
thorough evaluation that includes follow up confirmation 'of aIly associated documentation.
.AJ..li discrepancies or fmlctional gaps tllat are· identified are returned to tl.le llntiatll1.g
.departmen~ for correction al1.d sched1..ued fOT re-test. All softwfu:e releases must be tested cmd' .
approved by tl.le.QA department before any new :product or product upgrade Call be released
for distribution.QA also conducts a Final QA Test on each system Ol"der. All scl1.edules
lllclude this step and no system ,1\7ill be shipped w::i.tllouttlle approval o£ tlle Quality
Assurance Dep81'u-nent.
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October 3, 2005
Page 40 of 72.
0083
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!
Stat~
of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
In addition, the QA department is responsible for the control of the documentation libmry
and the creation and updates of all prOdl-lct user mcul.uals. All service aTeas are staffed IJ\7ith
'the necessmy support persOllll.el to ensure that all customer expectations aTe met cul.d/or
exceeded.
VAC has two m.ajor sofuo\rare releases arul.ually 'which ,are rolled ou~ to all facilities on a
scheduled and coordinated basis. ReZ,cases are usually uploaded rcmotely during non-calling hours
to ensure minimal disruption and we would 'wo1"k with. FSH and designated faci7.ity pasonnc7 to
ensure that thcre is no affect to on-going operations. Any trainiIl.g that may be requiTed as a result
of the upgrade is also coorcUnated and scheduled with the facility.
, 5.1.7 (MS -1.0) Exist within current allocated physical space within the institutions and HQ.
+
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FSH Response:
While the State will haye the choice to select between the current soft'l/l,Tare pro'vided t1:uough
the existing System 100s ll;l both the Wasll.ington State Penitenticu)T aTld AinlVay Heights
facilities OT the new soft"\Tare depicted in the demonsu:ation that has been included with this
RFP, all new call processing hardware will be installed. The new ·hardwal"e requires a
smaller footprint thcu1 the existing system and therefore "vill fit ",rithin the space that has
been allocated vlrithin the Washlll.gton State Perutentiary & A.iJ:wayHe~ghtsas well as all
other WA DOC facilities. TheHQ location will only requiTe three workstations for
installation.
Dicital TrLmk Ca: aci:ty*
U ') to 1536 stations x 1536 truI1b in 4 Racks
AnaloO' Tn:ml( ea acity*
U to 1536 stations x 1104 tn.mks in4 Racks
Half-height Stand-alone System
24" 'x 37" x 48'" Max: .Al1aloO': 96 stations x 72 trUJ1.ks Digital: 96 x 96
Full-heiO'ht Stand-alone System
24" x 37" x 76" Max: .A.nalogo: 288 stations x 216 trtU1.ks DiO'ital: 288 x 288
EnviJ.·011l11ental
Tem erat1.;u:e: 35-90°F; Humidity; 2-98% non-condensincr
Power Re 1.lirements
115V.AC, 20 amps (u') to2 xe uired in Fl.l11-heiO'ht Rack)
FCC Certification
Meets the re u.iJ:ements of FCC Paxt 68 and Paxt 15
Voice NetwOl'k Interface
Di~ta] & Analog
Windows 2000@
OjJerating System
'* FOT' compalison purposes only. There is no theor~tica] sys~em capacity limitation.
An existing imnate telephones 'will i"emaUl. in place l.Ul.less the State requests Emy' additions '01'
deletions.. This will alle"iiiate facility disruption EUl.d allOi/l,~ for a timelier inmate call contl'Ol system
cutover.
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October 3,2005
000213
Page 41 of 72
008,4
state of Washington Department of Correc;tions
CRFP6446- Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.1.8 (MS - 1.0) "24/7" (24 hours a day-7 days a week) availability of offender phones.
~
'FSH Response:
Offender phones are available fOT use 24 hours a day, seven days a week. The State,may
choose to reduce access hours as it deems necessary, a:n.d tl1.e System ,.vill easily accommoc;late
such limitations by individual inmate, by location within a facility, facility or State-"iJ\Tide.
, State Support - one call does it all!
If, however, there should be ciJ:cmustances that limit th.e access - either due to the system
hardware 01' soft'waTe, or the phones themselves, FSH guarantees the State maintenance and
repair services 24 hours a day, seven days a week. A skgle phone call to tlte FSH Corrections
Customer Care Center will immediately initiate action!
FSH defines Local Service as all services provided by the F$H Corrections Team in support of
WA DOC which is identified as Key PerSOl11l.el (e.g. V\lashington based Ac~ount Executive, ,
Technicians, Customer Service, Repa:iJ: and Dispatch, etc.).
Emergency service V\rill be responded to y\7itlLin two (2) hoursj and non-emergency service
will be dispatched within four (4) hours. FSH agrees to I'espond to l'epair requests from './\fA
DOC or its designated Agent by arriving at the site promptly after reasonable notice has been
,given. TIlis response will be pro\rided 24 hm.us per day, seven days a week, three hundred
and sixty-five days per year;
Requests for repair ot service in~ybe ~ade Via email (PAS.Tcinmate@qwest.com) to the FSH
Corrections Customer Service Team 24 hours per day, seven days a week, and :t1u:ee hUTl.dTed
and sixty-five days per year.
Anotller option is for the State·to call the FSH Corrections Customer Care Cei1.ter at 800-5929488 which will connect directly to our h1IDate Sp~cialists who Vlrill obtain the specifics, and
dispatch 10caJ. tec1micians.
. . . ,
.
All dispatches, emergency Ell1.d non-emergency, is· tracked from hutial request tIl.rough
completion. TIle Custo~er, Joanna Sissons, FSH Account Executive an.d the County's single'
point of contact, the Teclmicians and their Manager, as well as OUT technology associate will'
also' be notified of dispatch to ensure contTactual compliance' and the C01.mty' S co~nplete
satisfaction. A complete Trouble R~port:ing and Escalation document will be provided to tl1.e
County and all necessary peTsonnel.
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October 3, 2005 "
Page 42 of 72
0085
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State of Washington Department of Corrections .
I
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
OPERATIONAL SYSTEM EXCELLENCE
:PStI's Dverridlll.g COmlll.iUll.ent is to the operational excellence and reliability of aU installed
platforms by its vendors. Support of all systems contlll.ues after installation through
extensive 24/7 remote diagnostics by VAC's Host Monitor system and 24/7 monitoring of its
Technical Assistance Center, '\J\7ho are also available 24/7 for support to '\N A DOC.
Exemplifying VAC's Total Quality Management nrission, lll.stalled system perfonnance is
periodically monitored and evaluated for possible product and process impro'vement. A
ten month study was conducted on the System 100s installed th1'Oughout the Federal
Bureau of Prisons. The tabulated results reveal less than one minute of down time per '
month. The sUldy results summary is as follows:
Average Downtime per
I site per month
~ S37stem Availabili:t:y
I
~ Percentage
·1
35 seconds
,
I
,
..""--
99.9988%
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The System '\tvill be equipped Vlrith diagnostic capabilities and advanced pl'Ogra,rnmjng that
can be utilized on..,site or accessed ,ria remote comm."LuUcations. The VAC TAC Staff is trained
to opel"ate these llummational tools to track system activities, evaluate system metrics and
provide statistical analys~ of metrics toprmride q1.1iclc'detection of System abnormalities and
~uspicious trends~ Remote diagnostics lll.c1ude the ability to test tnm.ks, telephones and make
test calls from a remote site. .
Systems are constantly monitOTed using these internal diagnostic ·capabilities. Performance
outside the "Normal"Tange of Opel''!-tions will triggel' an alarm to notify facility' persOlUl.el. In
additiOl~, ea,ch system is p'alled nightly tlu'ough an automated proce.ss. During tlus :routlll.e,
call recOl"ds -are collected for processing and redundant storage: Any service condition
encOlmt,ered .dUlul.g this polling triggers em alarm tll.at is investigated' and resolved as
appropl·iate.
Many system-related problems CcU1 be remotely corrected £r'om tl1e TAC without a field
dispatch.. FSH pers~lUl.el have access to tll.e system's Trouble Ticket n.. acking, and should
trouble be detected immediate action is taken by the remote service engineers \1\7ho in most
cases can repairol' reboot the system witl10ut the C01..mty'S notice of a problem. If an on-site
person is required, VAC TAC has the ability to escalate trouble repOl"ts as well as dispatch
technicians. VAC su'ives to provide superior service le~7el agreements by dispatching'repair
persolUl.el promptly after reasonable notice has been given.
October 3, 2005
Page 43 o!72
0086
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
\lAC REPAIR RESPONSE COMMITMENTS
."'~'
Prioritv Level One - Maj or
Priority Level One or Major events are defined as follOl~~s:
• Any condition related to equipment or services prOVided by VAC resulting in tl1.e
lU1.plal1ll.ed, unauthorized intelTuption of all calling activity at 25%.01" more of the phones
at any single correctional facility, regardless of the total account size. This includes: a
primary server out of service} database cornlption, or any system-related eVent tl1.at
would Cl'eate an annosphere wJ;iere the VAC system is l.mable to fa<?-litate inmate call
processing.
• .Any condition related to call recording prOVided by VAC (if applicable) which results' in
tl1.e loss of call recording capability.
• .Any condition related to call processing which results in removal of critical call control
features throughout the facility's inmate phones - pl'Oviding tl1.e ability for inmates to
a'ccess an unresni.cted outside line.
• Inability to conummicate to the system via workstation or terminal
• Inability to block or l.mblock calls
• :Frame relay neThTork outage which would result in LIDB validation failure and renl.ote
. diagnostics capability faifure
• Inability to poll CDR's via frame relay
• Server or other system critical hard disk utilization' ~ excess of 80%,
e
Inadvertent recording of attorney calls requiring call recording removal pl'Ocess.
Time Frame for Response - VAC will respond to all Priority Level One events 'within one (1)
hour oheceipt of the report, 24 hours a day, 7 days a week, 365 days a year. Target resolution
tiIn~ for such eventsis eight hours.
'
.
'Priority Level Two - Minor
Priority Level T11\TO or Minor problems include the follOWing conditions":
• Inability to print report
Reconciliation problems with llID1.ate debit fund aCC01.U1t .
• Any condition related to equipment or services provided by VAC resulting in the
l.U1planned, unauthOli.zed interruption of calling activity at 24% or less ofthe inmate
phones at a facility, regardless of the total account size.
a
,
.
Time Frame for Response - VAC Vlrill respond to all Mjnor events within 8 houl's of receipt of
the repOlt, 24 hOUl'S a day, 7 days a week, 365 days a year. Target resolution time for81.1ch
events in tV\Tenty-fouI b1.1slll.ess 11.01.11's*.
.October 3, 2005
Page 44 of 72
008?
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State of Washing/on Department of Corrections
CRFP6446 - Offender Telephone System, Rec~rding, Monitoring
TECHNiCAL PROPOSAL
Routine Requests and Activities
All questions regard:iJ.lg system operation by facility or adnlliustrative perso~lIlel
• Questions regarding repoxt generation Ol" blocking/unblocking
• Changes to llUl1.ate ll1formation Ol" da.tabase updates.
• ProblelnS outside the scope of the VAC system including facilil:y-mi\7ned LAN, any
facilit"y-owned computers.
Time Frame for ReSponse - VAC will respond to all RoutiJ.1.e events 'within 24 hours of receipt
of tlle report. Target resolution time for such events is seventy-tv\7 o buslll.ess hours*.
*Business hours are defu1.ed to be: 8:00 A.M. CST to 5:00 P .M: CST Monday to Friday
.•
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October 3,2005
Page 45 of 72
U088
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, '~. ,FP6446 - Offender Telephone System, RecordIng, Monitoring
State of WashIngton Depaltment of Corrections
TECHNICAL PROPOSAL
WWL
Trouble Ticl<et
.Flow Chart
~
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FSH
",
Trouble
Ticket
VAC
Technical Assistance etr
~I:::.:ss:.:u:.:e~R::.e:::::s:;:o.:..:Iu::;t::cio::..::l::..1
It
Issue Resolution
Hard'ware
Issue
Manufactming
Issues a
Return Material Auth,
Software
VACTAc
Issue
Creates Problem
Resolution Ticket
1.
Software Eug. .
lh~
,ip.w
0...-...- - _
Co
Q/A
CO
Review
Create
Software Chanf1:e Notice
Software
, Load
Software Change Notice
Executed
Page46 of 72
State of Washington Departmfint of Corractions
CRFP6446 - Offender Teiaphona System, Recording, Monitoring
TECHNICAL PROPOSAL
5.1.9 (MS -1.0) Fm·ther DOC Polic)'Directives 450.200 and 450.210. (Attached as Exhibit F)
". FSH Response:
FSH has read the State's Department of Corrections Policy Directives 450.200 (Telephone Use
by Offenders) an.d 450.210 (Offender Telephone Monitorlll.g and Recordlll.g) .. '.Ale believe that
the proposed system Vl7ill provide for as well as exceed, the req·l.,lirements set forth in the
diJ.·ectives. The follOil\7ing are some examples of how FSH's offer will further th.e DOC Policy
Directives:
Il
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PIN admi[us~ationlll.cluding assigrllnent, changes and tracl<.ing w~l he significantlY
enhclJ.l.ced via automated processes and robust reports
Provide the highest quality of monitoring arl.dxecording tec1u10logy at allIS WADOC
sites. Pro\ri~es ease of use and effective management of prison inmate phone security.
. Guaranteed system support 24 hours a day 7 days a week.
Support deaf cl1ld hearing impaired offender telephone calls by provicOng telephones
\l\rith amplifiedhap.dsets and TTY/TDD machines. All TTY/TDD units can be used on
either regular inmate phones are staff phones and come standatd with teletype type
tapes for monitorll1.g inmate conversations. TTY/TDD type calls will be timed for 60
mll1.Utes per the Policy DiJ.'ectives.
.,
Guaranteed reliable imnate call conhol system with features that allow foi- outgOlll.g .
only colled calls.and block three way call activity.
..
hisure offender call limits by tirriing.of collect calls8nd phone s~t availability.
.
III
.
·Protect the public from tU1.wC1nted inmate calls by providing notification that tll.e call is
.coming from an inmate ll1.St~:tution, allo'wing the end user to block theiJ.' number from
futLlTe calls and many otl1er additional security features.
e
Provide reliable secUlity features that allow for conb:olling irJ.m.ate crimll1al acth;ity
fromlllJJ1ate telephones.
e
Assure inmate/attorney privacy with tl'"ie provision of totally separate phoi1es tl1at are
not part oftll.e VAC call control system ~I\Thatsoever and tll.erefore not monitored or reo
October 3, 2005
-
J.-
--
Page 47 of 72
0090
State of Washington Department of Corrections
CRFP6446 - Offender Teiephone System. Recording, Monitoring
TECHNICAL PROPOSAL
FSH volill worle 'vvitll the Correctional Intelligence Man.ctger (CnVI) OJ' his/h.er designee to
actively m.onitor and manage the proposed system. This activity ,,,rill include, among other
actions/ pre-implementation documentation a sign off (Statement of Work); annual system
and SUppOl"t-inspection aJ.1.d financial a1.1diti as 'weD as providing appropriate signage aJ.1.d
other communication material for staff, inmates and theil" :fJ:ienc1s ~nd £anuly.
5.1.10 (MS - 4.0) Look, feel and ease 'of use. Vendor must provide a video of 60 minutes or less on
VHS, CD or D"VD demonstrating the proposed recording and monitoring equipment
(what the system can do for :Department investigative staff). Vendor must at a minimum
demonstrate the f!lllowing:
.
•
•
•
•
screens
reports
recording and monitoring fe~tures
ease of use
.
-7 FSH Response:
FSH is pleased to provide the State Witll a comprehensive video demonstrat:iJ.1.g the proposed
system. Please rcler to tl1.e CO enclosed with the Teclmical Proposal for more detail.
VAC operates in a process improvement enviroru;nent, placing special emphasis on
customization. As VvA DOC is aware/ V Ac keeps their products up to date with the
latest technology by providing system upgrades at no cost. HOV,Te\7er, when
providing updates of the latest technology, system functionality can be changed in
Wa}7S that may be deemed l.mnecessary or undesirable by tl1.e end user.
TheJ.·efore, the video vdll desClibe the folloY\ring system situations:
• Oassic - tlUs is tl1.e" environment currently in place today at Airway Heights
aJ.1.d WaShll1.gtO? State Pelutentiary
• WebBl"Owser - this is the environment ll1stalied at tl1e Oreg0l1 Department of
CorreqiGns facilities
* INebITS - is a new tlUn.-client admhustrative interface which will be provided
at Marion COill1ty/ Oregon.
,
\
The State will be able" to cl100se the envirQlUl1.ent th.at works best for tl1.em. VAC has
customIzed the systems to ll1.clude Enl:tanced hunate Searches in the CDR Browser;"·
updated Spy l'layer application; new features added to the CDR Browser Profiles
Managementi new rep'orts as well as l.lpdates to the cmrent ories in use today.
•
October 3, 2005
. '.' 000 f1 20
~'l'!o",:;~i:
.
'-
,.,' '-..
Page 48 of 72
0091
State or Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
The £ollo'i\7ing cll.art depicts a comparison of the System 100 features currently available to the
V'.,7A DOC at Airway Heights and VVashington State, Penitentiary and the Focus 100
capabilities, should ~he DOC choose to upgrade to the latest VAC product offering.
:isM5;TIEM";F.:E~iiJ,R,;E'S,~f~~~:'i~jX:;;::!;~~:;1~~i~:)~::;i,:if,i;;;J~~@~¥~3T0,i. ':SYSTE fli1 .:to:e>~\~%.~~~~'W~E\~,t,~
I
i
!
"
i
Trunk Interface
Networking of Multiple Sites
Campused Solution
System Configuration Limits
Concentration
Host Monitoring
24/7 TAe Support
Initial System Training
Follow-Up System Training
Full Channel Call Recording
Live Call Monitoring
On-line storage of recorded calls
Workstation including Printer
SNITCH
,.- ,UPS· Server (15 minutes)
JPS - Workstation (1 hour)
, Real-time Validation
3-Way Call Detection
Multiple Languaqe Voice Prompts
Custom Facility Announcements
PINs
Debit cards/calls
SAM Robotic Archivinq
Visitation Phones
Voice Recognition
Word Search
Jail Management Interface
Commissary Interface
V- Connect
ANALOG OR DIGITAL
SUPPORTED
SUPPORTED
480 x 384
STANDARD
,-... ~~~':~;;~ ~'FO'ClJS ,1 o:(f;1!~~;·~~~t!~~~{~:t~~~y~~~;i.~~~
ANALOG OR DIGITAL
SUPPORTED
SUPPORTED
VIRTU ALLY UNLIMITED
STANDARD
STANDARD
STANDARD
STANDARD
STANDARD
OPTIONAL
STANDARD
STANDARD
90 DAYS STANDARD
OPtIONAL
OPTIONAL
STANDARD
STANDARD
STANDARD
STANDARD
2 LANGUAGES
OPTIONAL; SUPPO~TED BUT
LIMITED
STANDARD
STANDARD
OPiIONAL
SUPPORTED; ADDITIONAL
HARDWARE REO,.
NOT SUPPORTED
NOT SUPPORTED
OPTIONAL
OPTIONAL,
STANDARD
STANDARD
OPTIONAL
STANDARD
STANDARD
' 90 DAYS STANDARD
STANDARD
STANDARD
STANDARD
SIANDARD
STANDARD
STANDARD
10 LANGUAGES
SUPPORTED
STANDARD
STANDARD
OPTIONAL
SUPPORTED - OPTIONAL
SUPPORTED - OPTIONAL
SUPPORTED - OPTIONAL
OPTIONAL
OPTIONAL
OPTIONAL
OPTIONAL.
NOTE:
E~HAI'!CEMENTS TO THE SYSTEM 100
Addition'ally, on-s#e training will be provided to all identifi~d DOC persOlmel,' As pa.rt of the
installation process. VAC oS approacll totrain:iJ.lg is fivefold.'
en
,First; on-site training is con.ducted imme.cliately up~n.. the ll1s:allation of each facility to Sl.'8E{J
that all systeJI!. users are th.Ol"oughly tramed. TTall1ll1g typICally lasts for a full day and the
October 3, 2005
Page49 of 72
0221
State of Washingtori Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
curricuh.im is desigIl.ed to cover the use and operation of the system from the inmate's
perspective, basic system adminisiTation (Call Pmcessing, Blocks, etc.) as well as a targeted
rev~iew of the system's many lll.\iestigative tools (Shadm-v Recording, Monitoring, Reporting,
etc.) Training 'will also cover general matters s1.lch as trouble' reporting, resolution and
escalation procedures.
" VAC recogIl.izes the need to prOVide system adminisb'ation b·ainill.g to those responsible for
day-to-day operations. Vvhile the System 'operates in an automated fashion, it is extremely
helpful for facility persOllll.el to l.Ul.derstand system controls, trouble report:iJ.l.g proced1.ues,
and ir1vestigative reporting options. In our opinion, a successful installation is not complete
until those who use it are comfortable with day-to-day operations. This is best accomplished
.
through hands-on training following system activation: To this' end,MCl recommends th.at
training be conducted on site as each facility is installed.
~
The comprehensive b'aining cuniculum is designed to cover complete system adminish'ation
and all lll.Vestigative tools described below.
.
Introduction
Overview of the Inn~ate calling
nmctions and features
Workstation Access
Control
Overview
System
User ill Managemellt
Security Level Access.Management
User Alerts
-System Administration
Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facili-ty Telephone Number Conb'ol
Block List Administration
T~lephone List Update
Enable/Disable Telephones
Account Overview
l--
,
...I.-A_d_d_a_N_ew_II_1ID.-,_at_e_A_c_cO_'l:_U_1t
-"-
--I
~.~~~, nOD 222
.'
October 3, 2005
Page 50 of 72
0093
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Update Inmate Information
Update'In.mate Phone List
Transfer hlmate Between Facilities
Reporting/Investigative View Ca~ls III ProgJ.·ess
FtIDctions
SPY- Monitorlllg
Spy ~ Snitch Investigator Notification
General Reporting Capabilities Definin.g Report
Parameters
Save, & RepriIlt Reports
,
Financial Reports
Ma4t.tenance Reports
I:t;rvestigative Report~
Monthly Revenue Reports
Shadow RecordiJ.lg
S/~_M
Archive CD
....
-,,'
Calling Process
Placing a Call
DialiJ.lg Insu:uctions
Direct Dialed Calls
Collect Calls
Local Calls
InternatiQnal Calls '
Call Results Announcements
, Sample Training Comse Qutline
Second; to further support the initial training sessions, thev.rorkstatiQn oHers context-specific
help screens to assist the l.~ser dmi,ng any process. By simply pressll1.gthe Fl key, a help
windO''\Iv"vill appear ,I\Tith contents ta~'geted toward the workstation fU11ction:in use.
"..": 000223
Page 51 of72
0094
State of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
if-I
·:Q.1!~m~!l~~'iJ.Q~Jlli~~;'H.
.
.' .);~ ~1}11~&~~~~~ ~~~f~r,~;;;7;:l:' ~.~~~W.A:~\*l<;'W*i\itiiij~~r~~1;~{f~;o/~~~,~)}!11."i0Y#;lf!;!~~W~~~~j~).~t1It:'~f;';]1
:~~!it
"
: l;
VAC Sysl:em100 ITS
.
; g ...ljJj VAC_S,Ystem1 DD_ITS_Users:!
'd
.)
I:,1
t.. . ~e ..ill!JnD!Dii!
l···· ~ tY\agnulTI Pro
r ~ Repllcator
d
:'j
I ·@SHA~O\I,I [Recording FL r!
.
r · @J Station ID
1 @J Trunks
i
l
j;
\ @J File Initialization and Con
n.
ci:J.. ~ Reports
8""
i:t
,i'
ci:J..~ Dialing'lnstructions
H
; I:
$
~l·
j l;
Call Setup
S...., Call Results
InrnateAccount Inquir.l'
Completion Codes
S,Ystem1 00 Voice Prom
S·~ Data Conversion Pro
S
S
:
I
I'
H
I±l~ Tasks Menu
j
.
.
The VAC 8vstem1 00 Inmate Telephone 8vstern (ITS) is'
designed to provide a system that allo'o,/IIS Inmates to
place telephone calls while providing trle staffthe tools
to control the Inmate's access, record calls, interactwlth
the inmate's Canteen account, and bill forthe call. .
Vallie-Added Communication ('lAC) designed the
System100 1"!"8 system.
d:
.
---
i.
•
"n
__
...1
TIrird; U:s~r IDal1.uals which provide detailed step-by"step documentation .are provided to·
each facility. VAC has also created Quick Reference Guides for easy reference ?f the:rp.ost
us~d applications vvitl..rin the system that i!\Till be left 'Vvith system useTS.
.
.Fourth; a refJ:esheT trairting session can be conducted remotely tru"ough \IVebEx.
The £iftJ.1. ,md final source of trainingis VAC's Technical ~~sistance Center v.rhich IS staffed
with liiie tectmical reps that can assist the State DOC ii\7ith ally question, 24 h01.1r5 a day, 7
days a weelc" 365 days a year:
'
5.2
Vendor Responses (MR.)
The vendor must respond by identifying the tecbnical requirement and providing sufficient
narrative/written responses to allow the evaluators to fully understand and assess how the phone system
proposed by the vendor meets and/or furthers the following basic operational requirements. A vendor
response of "Read, understand, and will comply'? is not s:u:fficient and may result :in .rej ection of the
proposal without more description by the -yendor of how they propose to.meet the requirement.
"..'~' 00022 ~.
October 3,2005
FSH!.
Page 52 of 72
009'5
·,
I
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.2.1 (MR) One-way, outgoing only service
~
FSH Response:
The System will be programn~ed to process a~ imnate calls on all outgOlll.g basis jl.1.st as is
currently the case in the Wasllill.gtol1 State PenitentiarJi and Airway Heights facilities. No
incoming calls v\rill be processed by the system.
Additional safeguards for the provision of out bOl.md calls only are supplied tlu'ough the
telephone company's cenb:al office tnml< class of service programming.
5.2.2 (MR)
Sta~ion-t()-station
operator announced calling
7 FSH Response:
.An calls origlll.ating from the System ,!\Till be station-to-station calls with automated voice
prompt$ provided to botll. the ,:inmate and called party to give' sufficient direction to aUOIt\7
proper handliJ.l.g of the call whether tll.at treatmer~t is to accept the call (with full rate
disclosure 'as required in the State of "i,Nashington), decline the call or block all 'future calls.
If desired, the inmate's language preference can be entered with his PIN and thereafter all
voice prompts for all future calls will be played in ,the predetermined language. "i,Nith the
PINs application and l.1.se. of ail. allowed call list, a language pl'eference may also be selected
for each allowed number. Calls placed to that number would utilize the specified language
automatically for the called party aIUl.ouncements.
, Currently, voice pro~pts aJ.:e provided in either English or'Spanish as determiJ.l.ed by tl1e
ilUnate upon PIN assigmnent tlu'ol.lgh. use of the, allowed call list, :the State m~y also
designate the appropriate language for each called party. TJ:ris will allow' all prompts to be
played to the called party in the selected langu~ge automa:tically.
VVll.en a call is placed, the System cml. be automatically set to provide all. prompts in English
or SpmTIsh. If this feature is not used, .the lll.IDate 'V\rill be provided with the option of either
English or SpmTIsh voice prompts. "For English, press 1, Para Espanolj marque 2". Once the
selection is made; all voice prompts for the balaJ.1ce ofthe call process. are given :ill. the desi~ed
lcmguage. \l\Tritten diallil.g instructions in both English all.d SpffiTIsh ''17 be permmently all:~
ill
promlll.ently displayed on each lllIDate telephone.
.......•• '0' 0O.f) n. ~
,'"
,',
.... "'"
~.;.,,~.
October 3, 2005
~S-~bm?,,!,-r-""',,,,,,,:, '
Page 53 of72
0096
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording. Monitoring
TECHNICAL PROPOSAL
Cal] Sehlp and Announcements
The System is set up with a CL1stbmized prel'ecorded allll01.U1.Cement with voice prompts
reflecting t11e name of tIl.e facility, the imnate s' name and instructions fOl"' accepting
declining or blocking tl~e call. This ann01.IDCement also states that the call will be moni~ored
and ol",l"ecorded and that the use of tIlree-way or caD waiting will disconnect tile call. The
ffiU10uncement can be further customized to meet the State s specific needs. V\7h.en the called
party answers, both t1l.e :inmate cind called party will hear an anll0Uncement simiZar to the.
following:
.
17his is a IICarrier Nmne" collect call. The cost of this call is "(appropriate) rate will be quoted.
l
l
l
l
I
II
This call is from IIIn111.ate Name/l. T7·!.is call may be m.onitored or recorded. To accept this call, Dia7
five (5) now. .To dec1.ine this call, hang up.
The use of three-way 0'; call 'Waiting will disc07;.nect the call. ~f you wish to block any future .
collect calls, dia7 7-7.
II
......-.
The message will be played to the called party ,tIAra times plior to ter:rri.mating the· call. The
system is programmed to permit the inmate to record their name during the process of
placing tll.efust phone call and allows tw.o seconds for the recmclir.l.g. There are· no' toll
charges to tile c~ed party for listenmg to the call arU101.IDCement. Charges do not begin mrtil
the called party presses (or dials) the digit '5'.
1£ tile call is debit, the announcement will be modified slightl)r to notify tlle called party they
will not be billed. However, the warning that tlle call is monitored and. recorded and tl1.e
caution aga:inst using three-way featmes "II\rill still be provided.
POSITIVE CAuACCEPTANCE
The System will not open tlle talk path or begin cllargll1g for the call until tlle digit IS' is
pressed by the called party. No voice acceptance is allowed. The' System recognizes standard
ne~ork indicators of call progress :inCluding ringing! busy signals, and SIT tones. Answering
machines, silence from tlle called. party; and operator intercepts will .not result in call
charging because the digit '51 is not pressed. Pagers and cellular phones will not be validated
as accepting collect calls. TI1e State does have the option to allow cell phone calls tl:lJ:ough .
eitller the imnates debit accounts or tlu'ough V-Connect, where the :ironates called parties
can establish a prepaid accom1t. As mentioned allovving inmates to call cell phones is at the
State's discretion and directive.
l
l
l
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. October 3, 2005
000226
Page 54 of 72
. 0-097-
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
CALL DISCONNECT
TI1e System will disCOlU1ect the call as soon as eitl'ler tl1.e ll1.mate or the called party hangs up,
preventing chain dialing. If tl1.e system detects dial tone after the call is cOTmected, the call is
cut off.
V GlCE PROM:PTS
TI1e follovd.ng vo~ce prompts WQuld explain why an inmate's call was not completed:
1. _ Your call. was not accepted.
2.
3.
4.
5.
The phone numbeT you have dialed is
not allowed.
This numbe1' has been blocked at the
customeT's request.
You have a call already active.
(AnotheT inmate is using the PIN.)
You have exceeded the Tl.umbeT of calIs
allowed.
6.
You have exceeded the nf,l.mber Df
minutes aZIowed.
7.
YOUT call cannot be placed ~t this,
time. (Can't validate, etc.)
.8.
111.is pho1ie is disabled. (Shut off
through sojtwa1:e) ,
You aTe not authorized calls from this
phone location.
11.
The PIN you have' entered is invalid.
Please h"]-j your call again.
12.
You have insufficient funds to place
this call. (debit)
13.
Your accmLnt h~ been Tesh'icted by the
State.
Your c;aIl has not been answeTed.
Please h'y your call again later.
15.. The line is (busy. Please h1/ your call
again later.
14.
16. You,,-' call cannot be completed as
dialed. Please check the number and
. dial again.
111.e system is not a7!ailable at this
time (e.g.,:ajter houTs)
9.
10.
17.
All lines a1'e busy, Please try your' call
again later. (No outgoing trunk)
5.2.3 (MR) Prohibit direct dialed calls of any type
+ FSHResponse:
No di:re~ dialed calls :il'lclucfu1.g calls to any. live opeTator, such as 911 and/oT d:il-ectOTy
: assistance) are ever allowed :thl'Ough tl1e platfonn. TI'le S}Tstem is also engineeTed not to'
allow ~or incoming calls. 'I,I'Ve recognize that ll'lCOmll1g calls are typically not allowed because
it is impossible to mOll.itOT and/or control the calling, thus effecti~7elydefeatiJ.1.gthe p1.lTpose
of the ITS.
'
. i o,.,'/':' 000 2 ~:: 7
Furth.er safegmu:ds aTe P-1 place tl1.1'ough the telephone company cenb:al office trunk class of
service designation. Finally, all installed systems, will be configured "VIrith the cmrent
October 3, 2005
'.,
.ion~
Page 55 of 72
0098
CRFP6446 - Offender Telephone System, Recording, MonItoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
blocked call tables. Access ''''7ill be blocked to indiv~dua] telephone munbers as "\'li1eD as grOl.lpS of
numbers, including multiple long distance cEU1iers via 800+, 888+, 950+, 976+ or lOXXX numbers
including infonnatio:o services, as nientioned earlier.
.
CALL SETUP
The following are examples of the out'going calls only process:
1. Inmate goes off-hook rec~ives dial tone..
2. Inmate dials PIN number before any prompts. The system begins recording of th.e
call.
3. If no responses withll130 seconds for any prompt, system will error out, return to 'dial
tone an.d erase~recOl'ded file. TIl.e system will only create a recording for a call that
went out on a trunk.
4. If an llwalid PIl\T number is entered, the system plays the following pl"Ompt:
"Tl'1.e PIN you' have entered is invalid. Please hang up and try your call again."
5. If PIN is conect, the system plays the folloV\7 prompt:
ing
'JFor'a Debit Call Dial 1, For Cl Collect Call Dial 2" .
6. If the imnate selects ''1'' a debit call begins pmCeSSlll.g.
.
.
7. If the inmate selects "2" a collect call begins prOCeSSlll.g.
8. If this is the first call an inmate is attempting on the. system then the inmate hears the
following prompt:
Engli$h: "At the tone state your name." (TIus is oilly for the first call an inmate
mal(es. Bis voice is recorded peml.anently and used on all subsequent calls.)
9. 'When the imnate states their name ~e system plays t;he following. prompt:
"Yow; call is being processed." (The system plays tlUs prompt every ten seconds
durlllg call processing. The inmate will not heal' tll.e called party.until the call is
accepted.)
10. The system tllen ~7alidates on a real-time bas.is tlle destin.ation number agamst tlle
lllmate's allowed call list, facility blocks andfor any Challenge OTLIDBblocks, such as
unbillable numbers including payphones, cell phones; and oth~r 1.Ul.billable numbers,
If debit, the system checks tlle balancl2 of. tlle :iJ.unate's debit funds and verifies whether
or not the inmate has sufficient funds in tll.eir ac~ount to mal(ea call.
rl
.
;.. ' ' Ou G0 )8
'.
.
'11. For debit, if thel'e is a valid pm 1l.1p.llber, and sufficient funds lll. the inmate's acc01mt,
tll.e system plays the followlll.g pl'Ompt:
October ~, 2005
i
L~_
Page 56 of 72
D09E
State of Washington Department of Corrections
CRFP6446 - Offender Telephone "System, Recording, Monitoring
TECHNICAL PROPOSAL
"Yo'ur call is being processed.
IJ
12. If the inmate does not have sufficient funds in then.' acccn.mt to make a tlu"ee-mnl.l.1te
call, the system plays the follOl1\ring prompt:
"You have insuffi.cientfunds to place this call.
IJ
13. Th.e follownl.g are othel" voice prompts that are hem'd if the PW 111.lm1?er, allowed call
list, or destination number has some other type of block on the call:
Block Denied, Or LIDBBlock.
. "This num.ber has been blocked at the custo111:er's request."
N a number associated \,vith the bin selected.
"The 1iu111.ber selected does not have a phone 17.1,.L111.ber assigned. "
Global Block, e.g. Director rD, Governor etc.
"The nU111.ber you have dialed is not ·allowed. "
Unable to Validate fm LIDB
."
{
"The system is not available for collect calling. Please by yow' cqlZ agai?1 later. "
-'
Denied Phone Privileges by the [facility name].
"Your account has been restricted."
Problem with Debit Server..
"The system is not available for debit calling. Please try your call again later. "
Number Blocked in Challenge by [carrier- name]
"The number you aie calling is blocked by [carrier name]."
hllll.ates PIN is currentlv nl. use.
"Youhave a call already active:
1/
14. If all validations pass, tll.e system rings tll.e called party rn.i.mber.
CALL DELIVERY
15. The following are situatimial prompts tll.e inmate may hear:
Ring, No Answer
"Your call has not been answered. Please b'y your call again later.
"The line is busy. Please b~yyour 'call again later."
1/
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October 3,2005
e'~'H'
r~t.~_.I'·
Page5? of 72
r11nn
state of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
S.I.TTone
"Your call cannot be completed as dialed. Pleasechec7c the num.ber and dial
again.,j
1m-nate Hung Up During Call
No response necessary.
.All Lin.es Busv (Outbound Chcuits)
i'Alllines are busy. Please try your call again later.
fJ
16. If the called party ansv\7ers a debit call, th.e system plays the follo"\t'dngpr0l11.pt:
"Ca7'rier Na117.e. This call may be recorded.or monitored. I have a prepaid call
from <inmate's name> at a [Facility Name]. To accept, dial '5' and wait for
connection. To refuse, hang ~Lp. "
17. If the called party presses "5" to accept, the system plays·til.e follovving prompt:
"Thank you." The inmate and tile called party cu"e now connected.
i
\
'_.'
18. If the called party harigs up, the system prompts to ipmate:
,
.
. "Your call was not accepted. " .
19. For facilities iNith 'Toice Overlay, every six to eight minutes, but no more than three
times per call/the system plays:
"This call orib-nates from INA DOC Facility Nam.e."
20. One minute before til.e call terminates, the system plays the follovving:
"SIT Tone" or a warning that "You have 07~e minute re7naining"
COLLECT CALL SCRIPTIl\!G - CALL DELIVERY
.LOCAL CALLS:
This is a<carTier nci.m.e> coZlectcall. Th.e cost ofthis call is $XX.XX. T7~iscaZl is from <inmate's'
7iame> this call 777.ay be monitored or rec~rded.: To accept t!~7.S caZZ didl fiDe now. To decline this
call hang up.
October 3,2005
Page 58 of 72
()1n1
CRFP6446 - Offender Telephone System, Recording. Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
INTRALATA CALLS:
This is (./ <carrier name> collect call. The cost of this call is as muc77 as.xX dollars and XX cents
'. for the first minute and as much as XX cents for each ad;ditional minute. This call is j1'oi71
.<inmates name>. This call may be monitoTed 01' 1"ecorded. To accept this cal] dial five now. To
decline this call hang "LIp.
INTERLATA \ INTRASTATE CALLS:
This is a <canier na171.e> copect call. The cost of this call is $xx.xx. cents f07" the first 711.inute
and $xx.x,"C. for each additionC1;1 minute. This call is fro117 <inmate's name>. This call 117.ay be
monitored or recorded. To accept this call dial five now. To decline this call hang iLp.
.
.
INTERSTATE CALLS:
This is a <canier nam.e> collect call~ The cost of this call is $xx.xx for the fi7"st minute and
$xx.xx for each additional minute. 'This ca~l is from <inmate's name>. Th.is call 1nay be
monitored or recorded, To accept this call dial five now. '!o decline 'this call, hang up.'
21. If a ug" is pressed, the system plays the follOWing prompt (V\7ashlll.gton State reql,..1ires
./~.
autoIDi?-t;i.c mcul.datory rate quote)
"The maximum cost ofthis out-oJ-state call is a $3.95 Sutcharge and $.89 per
minute plus afederal un.iversal s~1LJice.charge. If you wish to accept and pay for
this call, dial '5' now.
22. If the called party pl~esses.a "S" to accept, the system plays the followmg prompt:
"ThankyOtL." [The inmate and called party axe theri:colUl.ected together.]
23. If the called party hangs up, the system prompts to the irunate:
"Your call was not accepted."
24'. If tl1.e called party pTesses a '7', the system plays the follo'Vving prompt:
"To have yoU?' nu.mber bloc7cedf1'o111 receiving collect calls fron1 all prisons d.ial .
xxx-xxx-xxxx." .
25. If l"al1dom overlays aTe used, the system plays tll.e£olloio\rill.g pTOmphall.domly:
"This call is fro11'l'lt\TA DOC Facil.ity Na117.e. ,i
p (';(\()
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October 3, 2005
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Page 59 of 72
0102
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
26. At the 19-mu1ute mark of the call the system plays the followlll.g prOl'npt:
"3IT Tone" or "You have one minute remCL1.17.ing"
REMINDER - TIlE CALL COST STRUCTURE REFERENCED ABOVE ARE EXAMPLES
omy.
PLEASE REFER TO THE COST PROPOSAL FOR ACTUAL.RATES.
~.2.4 (MR.) Prohibit access to live operators except as may be necessary for international calls
-7 FSH Response:
AJl calls a~e processed USUl.g VAC's full-featLrred automated attendant function.
All access to live operators.is strictly prohibited and blocke4 At no time.will inmates have
access to live operators through the System, unless for International calls. It is recommended
. that WADOC allow international calls through the debit feature oIlly.. l1us featLrre severely
limits the inmates' ability to commit fraud.
.r
1£ the 1nternational debit option is chosen by VlADOC, calls may only be completed through
the inmates' debit account; therefore there is no need for 'live bperator mtervention 0T\ tlus
type of call. As demonstrated in response to 5.2.3, automated voice aJ.1I1.ouncements 'Yvill
provide the lll.IDate and the called party with all the instructions necessary for proper call
haJ.l.4Jjng.
5.2~5 (MR.) Secure playback on an unlimited number of workstations via Ethernet connection
7- FSH Response:.
The 'State oflrvashll1gton ,!\Till be provided with secure playback on.an unlinuted number of
worl<stations via IP protocol. 111eWashington DOC w-ill be able to recmd recordings to a CD
for playback. 111ere aTe 'tlu'ee types of recording optionsav'ailable to the State, oil:e which is
completely seC1.U'e °al1d the other tv\ro fOT general use. These options are described in more
detail below.
User access is via :Microsoft® Internet Explorer to thE; web server rumllil.g MiCTOSOft® Intel"ll.et
Information Services. The user· experience is very similm' to browsing a website on the
Internet which mal(es the system .very user friendly' and flexible.. Access to all investigative
and adm:iJ.us~rativ~featLU'es is available from a. single webpage. h1yesngative featur~s
:include Live Call M01utOTing, ad hoc user defu).ed queries of the inmate call database,
-'l'
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October 3, 2005
Page 60 of 72
0.103
.
CRFP6446 - Offender Teiaphone System, Recording, Monitoring
State of Washington Dep!3rtmant of Corrections
TECHNICAL PROPOSAL
investigator notes at the call level, unlimited user defuled profile templates, monitor u'acking,
user level environmental settings, protect recording from listening, lock recording from
pruner; call cutoff, auto monitoring,· al1.d investigative reports.
.
,
TILe Washi:n.gton State DOC ",rill be provid~d wifh thirty-eight (38) ,I\rorkstations for access to
administrative and investigative fLillctions. All workstations and systelns will be networked
togetl1.er througb a high speed data netil\7ork that will allow access to each al1.d every facility's
call detail records clll.d call recordings, and ,,,rill also allov,r the centralized investigators to
l1.l.onitor liv~ inmate calls at any given facility. Call1'ecordings il\Till be available for. playb~ck
immediately upon completion of the call.
.
.
Each VAC workstation will be equipped with a CD burner that will allow the facility to copy
inmate recordings to CD. The platform provides digital reco~ding of the inmate calls with
no loss in quality from the actual call. The recordings are stored with all the pertinent call
data including the time, date, inmate, station, called Humber, carrier, etc. TILe workstation
will be eql:dpped with a sound caid and speakers that will allowtl1.e h1.vestigatoI to confirm
the accurate transfer of the recorded information. h1. addition, any State workstation that has
access to the system recordings can copy the recordings to CD if equipped i"rith a CD burner.
\!\7heIi copying the recordings to CD the user can choose between 3 options: (1) Data CD, (2)
Audio CD, and (3) CD Lite.
.. ,...,.~
Data CD - SECURE - Stores the recordings with all the pertinent call data including the time,
date, :inmate, station}. called m.unber} carrier, etc. The Data CD can be played £Tom anv·
Windows®98 OS. or later PC/Laptop using the V AC provided selector application (for
sortin!!" and searching recordin'gs on the CD) and ITSII player. The ITSll Player provides
melll.Y desirable featu.res over competing players such as su'ong editing, looping, magnifying,
step function, speed up, slow down" book marking, etc. Additionally, the CD can be
encrypted using strong 3DES encryption. The intention is for the Data CD to pro'\ride a
chain of custody" that ·guaral1.tees that the recording was made on the System and has not
been altered. TIus could be very valuable in those cases. where the origin and handling of the
prosecution evidence is being· contested.
1/
Audio CD - Non-Secure - Records tl~e inmate calls to CD as stm~.dard audio files. The Audio
CD can be played in any CD player including automobiles, boom boxes, PCs, etc. The files
can be copied from the CD for distribl.ltion if desired. TI1.ese files} as with ally of the
standard" WAV or MP3 fil.es} can be .edited witl1. stmi.dm·d audio editing somrm"e all.d are
therefore would not be con~sidered appropriate for court evidence.
11
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Oct.ober 3, 2005 .
FSH,:
Page 61 of72
.n"04
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•
state of Washington
CRFP6.446 - Offender Telephone System, Recording, Monitoring
Department of Corrections
TECHNICAL PROPOSAL
. CD Lite - Non-Secure: This option is for the non-discrim:iJ.l.ating 1..1.8er that Wall.ts to copy the
data quickly to CD alld doesn't need the feature rich ITSn playeT or encryption of the Data
CD option. Addition.ally, the CD Liteoption allows the user to play the recordings without
the CD loading any Active-X controls or files on the playing computer.
5.2.6 (MR) Telephone station equipment powered by the telephone line and require no
additional power source
.." FSH Response:
,
I .
FSH will contlll.l.le to pro,ride the Western Electric IDA or modified ID2 coin-less inmate
telephones and the coin public telephones located :in all existing FSH sites. TIus equipment:
includes specially designed Plexiglas and standard telephone bootles and enelosul'es. All
inmate telephone stations ail.dtelephone casings are designed, engineered and manufactured
to guard against inmate abuse and natural elements. Because the ID2 -telephone is e:>cb.·emely
heavy duty, it is recommended f01" installation in. areas of extreme abuse. In State designated
al"eas hands free phone units will be supplied lOT inmate use ,,\7here a ·suicide threat is
present. Both phones and all external hardware components al'e m~ufactured of high
strengtll., tamper proof heavy gauge ~teel and a graffiti and scratch resistant £nish. The
telephones require no ad ditional power S01.U'ce and are powered by the telephone ful.e.
..-.
OR
10A INMATE PHONE
MODIFIED 1D21NMATE PHONE
.fu addition, the telephones have no parts tll.at Call be removed 'I\rithout a special type of tool.
TIus prevents damage to the phone instIument and the manufacture of possible il\Teapons.
TIl.ere are no COlll slots <;m the telephones and the ringers are disconnected ,,\lith no incoming
Galls allowed.
.
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000234
October 3, 2005
PagE162 ~f 72
0105
- ------
-~ .. _-------~
---_._------_._----"--.:-_~----,
state of WashingIon Department of Corrections
CRFP6446 - Offender Telephone System. Recording, Monitoring
TECHNICAL PROPOSAL
All handsets are constructed of heavy duty polycal"bonate molded plastic witl1 no removable
parts and connected with an annored kmyard that resists sh"etchin.g, break:iJ."lg and pull:iJ."lg.
The lanyards are made of heavy duty steel COnSh"'"Llction' with st:Tinless steel cable. The
telephone dia~s are manufactured with heavy duty metal and sealed against water and
'weather conditions. The IDA or 1D2 gorilla type telephone is cmrently in use at many
. correctional facilities .throughout the country and is built for the' security conscious
enviromnent of a correctional facility. These phones have provel1 to stand up to the weal" and
tear of busy'correction facilities and inmate abuse.
Since there is no specification £01;' cord length, FSH will work ,,,Titl1 the State to provide
specific cord lengths at specific institutions,. if desired. The standard cord length of 32 inches
will be supplied absent ,my otl"ler requirelnents.' .
.AJl telephones will' be installed to meet ADA requirements which include proper height
restrictions and volume control handsets with hearir!-g aid compatibility.
/-i'
FSH is committed to providing the State with the needed quantity of telephone devices for
the deaf.' To help eliminate the staff time needed to escort an :iiu:n.ate to a specific area for
TDD use, battery po,,,rered TDDscan be provided. The convenience of not requiring power
C011l1.ections, coupled vvith .allowing the relay service 800 number to· be called tluough the
system, enables the inmate to place TDD calls from a regLl.lar :1n:r:hate phone.
telephone equipment is Federal Comn11.:mication Co:rn:ITl;i~sion (FCC) registered ·and
. United La:bmatmies COL) approved. Sealed dialing insuuctions in both English and Spanish
. will.be mounted on the face of the :inmate telephone. Please see below;
.
_AJl
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October 3, 2005
Page 63 of72
010·1
State of Washington Depanment of Corrections
CRFP6446 - Offender Telephone System. Recording, Monitoring
TECHNICAL PROPOSAL
,,--,.,
FSH LNMATE'TELEPHONE INSTRUCTION CARD
GTL Subcontractor Inmate Telephone Equip.ment
, GTL telephone equipment Vlrill rem.am in all GTL ~xisting sites. IJ.Unate~elephones are line
powered and require no additional pOi~rer source.' GTL will continue to use the Wintel.7090
:imnate telephone set tll,at is currently installed in the State of Vvaslllil.gton facilities. This set
is specifically designed for tll.e ll1mate market and VlriJ.] Ineet or exceed the reqllirements of the
DOC. The stainless' steel and pOi"rder coated cold rolled steel provide rugged vandal
resistant telephone houSll1g designed for inmate use:
OctobElr 3,2005.
Page 64 of 72
·0107
State of Was,hinglon Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Mo'!itoring
TECHNICAL PROPOSAL
Features of the Inmate Telephone Station:
• Built':'in user conb.~olled volume "LOUD" button for ADA mandated ~rolurne control
(must be user-controlled volume aJ.nplification AND volume must reset to normal with
on..,hook to meet ADA requirements)
.
• Brushed stairuess steel provides rugged vall.dal .resistall.t te+ephone housing designed
and built for inmate use
e
Confidencer teclmology, built into every dial, filters out background noise. at the us~r's
location, allowing better sound to the called party
e
All-in-one elecb:onic dial features modular incoming line and handset connections f01"
quick ma.iI~tenance.
Carbon and DuraCleaJ:® Hall.dsets have separate 4-pin
connections.
.• Heavy cllJ:ome meta;l keypad bezel, buttons, ~d hooks,mtch level' vyithstand abuse and.
vaJ.l.dalism
• Armored hall.dset cord is equipped with a steel lanyard (1000# pull strength) and
secured ,o\rith a14 gauge retainer bracket for maximum vandal resistance
• Handset has seE).led transmitter and receiver caps, suitable for heavy use and abuse
locations
• .P:Ul-in-head security screws minimize tamperlllg .• Hearlll:g aid compatible and FCC registered (DF4USA-75652-CC-E)
,
I
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I
,
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,
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All inmate telephone equipment 'Will remain in place at all sites unless the State requests
any telephone additions or deletions. This will assure less facility disruption during
inmate call control equipment change-out.. All inmate phone repair issues for FSH and
GTL sites will be handled by the FSH repair center.
•
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October 3, 2005
Page 65 of 72
010.8
State 'of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.2.7 (MR) Provide for the shutting down or inactivation of individual phones, phones in a
housing unit or the total system
-? FSH ReSpOl1.Se:
T]·}(~
System provides tl1e abilit'y to enable or disable irnuate phones 011 demand thruugh
any system ·vvorkstai.ion. The function, EnablelDisable Telephones permi.ts the u.ser to
disable individual inmate phones, living 1m.its or the entire facility. Phone shut-dcrwn
may be accomplished very easily by shutLing dO'I\rn aD phones once the cunent inmate
.
.
conversation is cmnplete or lll.stantaneously, by terminating all calls and shutt:iJ.1.g cl own
all phones immediately. It is important to note that this n.mci.ion can be performed frum a
remote 'viTorkstation - which is useful in an emergency situation where the site
v,'orkstations may not be accessible.
SCREEN TO SHUTDOWN INMATE PHONES
October 3, 2005
Page 66 of 72
0109
~
state of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
MANUAL AND ELECTRONIC CUT OFF KEYS
It is undel'stood that the DOC prefers to use the systen1 cutoff nm.ction rather ~1.aJ.l maJ.1.Ual'or
elecb"onic cutoff keys. As ll1cumbent's, both FSH and GTL have previol.ls1y installed all types
of this equipment at ,/1,7 A DOC facilities. It ""vould be the option of the State to leave them in
place in case they are needed at a later date.
Should the State decide to use botl1 system arid manual' cut-off capability, FSH can 'custom
design electronic aJ.1d ormaJ.1ual cut off switches for the Washington DOC prison sites. Each
correction facility has specific needs fol' cutting off calls. The pl'eferred method by the
correction facilities has been the provi.sion of electronic switches as opposed to manual toggle
keys. The toggle key method requ:iJ."es a switch' for each inmate phone. The specially
'designed elecb'onic'switches accommodate the facilities by cutting off gl'OUpS, of phones, all
.of the phones, or a phone at a time ,i\7ith one button. Elecb'onic sv,7itd1es have lighting which
,alel'ts the prison perso~1.el that they are on. 'f.qis saves time as tl1e officeI' can q1.uc1dy know if
the phones are on or off, at a glance. These elecb:onic switches can ,1\7 0rk with a State touch
~creen if tl1e facility desires. This met110d is used at W,ashington C0rrection Center for an
example. Stafford Creek uses the lighted 'buttons for their option which leaves tl1e touch
screen operator free for other duties'. Each unit can have their 0"ill7D electronic cut off s"iJ\7itches
alo:ng'with one in Central control if desired.
<
...,,-- ..
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5.2.8 (lY.IR) Use digital recording equipment capable of monitoring in real time and capable
of capturing 100% of all calls placed from any of the offender phones including the ability to
monitor other institutions' offender 'calls from any institution's networked monitoring
stations, except attorney phones and the ability for investigators at HQ to also monitor and
record selected facility calls, All prison facilities and HQ must be networked.
+
FSH Response:
Upon cOntract aW8.1,d, ,FSH will ll1stall tl1e VAC platform with its irltegrated digital
monitoring 8.l1.d recording solutions, The State DOC facilities v\7IDCb. presently have V AC
equipment, Airway Heights and Washll1.gton State Penitentialy are c'L1Irently equippe~ V\rith
tl1ese capabilities.
The 'lAC system's digital call record:iJ.'lg technology will record each cll1d every coiwel"sation
, initiated tlU'ough tl1e 'system unless attorney calls are identified and flagged not to be
recorded. This would be at the option of the State. Call l"ec.ordings are stored on a· dedicated
hard disk. and can be archived to CD-Rlt\7 media for long-term stol"age and reb"ieval." The
VAC platform will be configured to store approxi,mately six (6) months of call recordings on1:iJ.1.e for immediate access. Call record:iJ.1.gs are available for playback immediately via tlle
workstations provided without any impact to on-goll1g record:iJ.1.g nmctions or call
'-'
»,.October 3,2005
000'2 39
Page 67 of 72
0110
State of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
processing. It is important to note that CDRs will be. readily available on-line for t11.e full
term of the contract. Attorney inmate phones Il\Ii11 be separate b:om ~he system and will not
be recorded.
In addition, Investigators can readily navigate through the system to locate key
·recOl'dings or monitor targeted calls based on the' following features:
1) Ease of Inmate Searches
.
.
Investigators can search by first, last, or mid~le .names and Call always ilSe t11.e "find next"
featme from emy ofthese searches,
2) Ease of control of Call Recording Playback
.
- Investigators can control speed and step through easy to use d~rectional arrow keys
-- Contimi.es to playing even if the cursor position is changed
-- Screen remains constant once a call recording is played
--Investigators can move through call recordings at a consistently set pace.
--nwestigators can speed up or slow down call recordings while listening and remain at the
same place li\litlllil the recording
· t""'-'"
i
1
\_,/
3) Flexible Profiles By hrvestigatorFacilitates rapid seal'ches of established nwestigative seaJ:ches
4) Alerts - At the liVorkstation or Remote Notification
TI1.e VAC system Workstation Aleli and Rernote Alert notification provided by tl-ee Snitch
feature ensure iliat investigators do not miss targeted :inmate or called party calls.
an
autonomous WAN iliat
The VAC systems for the DOC environment typically sit in
is interconnected to each site in a mesh configui:ation and ilien connected to V AC via a
secure data circuit: TIle mesh configuration allo'i'\7s access from all sites to all sites
across the autonomous V.,TAN. The data ciJ.'cuit is necessary for LIDB validation, Call
DetE,lil Record gathering, lUallltenance activity, alld system monitoring. All fifteen DOC
sites and 'iVA DOC's HQ site· will be intercom1.ected.
.
Based on WA DOC's established investigator's security settings, tl1is netlNork will allow
investigatoTs at each facility, as well as in\lestigators at the WA DOC HQ location, to
access to any given facility and then morutor live inmate calls or listen to :inmates'
previousli Tecorded calls. 100% ~f :inmates' calls processed through the system yvill ~e
i.,Jt"
October.3,2005
000240
page 68 of 72
0111
State of Washington Department of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
TECHNICAL PROPOSAL
available for monitorin.g and 100% of imnates' calls processed tlu"o1..1gh the system ,,,rill
be recorded (Witl1 the exception of privileged calls). '
Investigatol"s with the appropl"iate security access can query CDRs by date raJ."lge, either
aSCendll1.g or descending, by an exhaustive list of available fields including, but
celtainly not limited to:
•
Date of the Call
•
Time of tl1.e Call
• Imnate ID
•
Called Number
..
Inmate Station Location or Livll"lg Unit (if used)
.. Type of Call
• Length of Call
•
,i'~'"
I •
Alerted Calls
• Recorded Calls
.... ---.:
.. Monitored Calls
•
Accessed Calls
..
\IV ords wit1:un the Comments Field
III
Call Completion Code'
Cl
v\Tild Card SeaJ.'ches
In all cases, queries are accomplished quickly and access to call recordings is fully
recording will bE7gin to
integrated - tlu"ough jUpt a click. bn the appropriate CDR, th.e
play. Notes ca.n be made on tl"le CDR while. tl"le call recorc~ing is under review.,
Investigators may permanently· lock call recordings of specific interest and tl1.ese
recordings will not be pnmed hom on-line access until specifically unlocked regardless of any extended petiod .of ,time beyor\d the WA DOC six (6) m'ontll
. req1.lll·ement for on-line storage.
call
Please refer to tli.e Netvvorl< l\:1ap on tl"le next page.
n0024J.
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October 3, 2005
Page 69 of 72
n 11, i)
.-....----..- - - - - - ' - - - - - - - - - - - - - - . . . . - . 1 . _
(
state of Washington Department of Corrections
GRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Network Map for
Washington DOC
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w~~~~~·~~!!!!!!!!!!!!!!!!!!!!!!~~~~~~~~~~~~~~~~~!!!!!!!!!!!'!!!!!!!!!!!!!:!!!!!!!!!!!!!!!!!!~!!!!!!!!!'~~
f-3
VAC TAt
Plano, TX
Page 70 of 72
.
CRFP6446 - Offender Telephone System. Rec;ording, Monitoring
State of Washington Department of Correc;tions
TECHNICAL PROPOSAL
5.2.9 (:MR.) Provide and maintain attorney telepllOnes which are not connected to the recording
'
system
~
FSH Response:
FSH and GTL presently provide, and will continue to provide, separate attorney telepho~es
at '.tVA DOC facilities. The attorney irunate telephones are located at a completely separate
IQcation from fhe regulro' inmate phones and use a separate line t1eat is not connected to the ,
call conh'ol system whatsoever.
Using tb,e sepcu."ate line provided, the correction officer dials the telephone number of the
attorney on a regular desk type phone and waits lmtil the call is accepted, then uses a tr~fer
key to transfer the call to the inmate waiting at the designated lllIIlate phone to talk to his/her
atto;rney. An equipment is supplied at no cost to the State by FSH. FSH will work with ,the
State toassure needed attoneey phones are provided.
5.2.10 (MR.) Provide Dictaphone playback machines at the 9 DOC facilities wbere tbeycurrently
exist until no longer needed
... .-.
)
.,. FSH'Response:
FSH and GTL it\7ill continue to provide the Dictaphone playback machines at the WA DOC
locations where they currently exist until they are no longer needed.
'
5.2.11 (MR.) Provide appropriate telepbone equipment for'bearing-impaired offenders
.;> FSH Response:
All FSH ll1!I1ate telephone~ are standard with amplifiedhandsets for the hard of hearlll.g.
FSH is i?lso committed to providing the State with the needed quantity of telephone devices
fOl' the deaf.
.
:
To help ,eliminate the staff time needed to escort an ~ate to a specific mea for TDD use,
battery powered TDDs can be' provided. The convenience of not requirlll.g p0":Yer
connections, coupled 'with, allowlllg :the Telay service 800 number to be called through the
call control system, enabies the inmate to place TDD calls :0:0111 a regular inmate phone.
All telephone equipment has been designed to be compliant with ADA standards and·FCC
regtllations. Full TDD access is supported tlu-oughout tll.e system. To lIleet the TDD
reql.Urements, FSH will lIse tl"le Ultratec SuperPrlll.t model 200 or oth.er ni.odel that meets tlle
needs of the State. The model 200 has a prlll.tout for locations that would like a ~'ecord of
thn:o 0243
October 3, 2005
E!'s,Y"",
r:.:.:.n 'l#,~_
Page 71 of72
0114
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
TTY conveTSEltion. The selection (if alternate models "vvill be cOO1'dinated \i\Titl, State and
designed to mt'e-l specific facility and secmity needs of the State.
TDD relay rrL:lmbers Clre allowed through tlLe system in order for the TDD to be used on an
ilunate phonE:' if desi)·ed. The keyboards vliD have tlLe standard requirements such as 4-row
keyboard, easy tOlJcJl keys and. a typewriter style layout. The Ultratech TDD has been used
ex.tensively by FS]-] wit1, great. success.
JlJinlin;: lClllel~Jlhun~
..--- ...
...
5.2.12(MR) Installation is compliantwitb DOC IT infrastructure guidelines
I
\.,-"
.;. FSH Response:
iJ.!.
FSH, VAC and CTL guarantees that all installation \i\7 be in compliEll1ce -with the
Department's IT infrastruchue guidelines. We encourage the development of a collabOl"ative
partrl;ership with the IT team which \'1Till ensure complete compliance, as well as offer a
creative means to address any network challenges tlLat may be inl'l.eren.t due to' facility
location. Il;etwork access. availability, wmkstation access, equipment location, etc.
0002·.44
October 3, 2005
FSH·c
Page 72 of 72
.0115
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,Requestfor Pl~oposals CRFP6446
State of·'Vashington"Dep,artment,of Co.rrecti~ns
,Offender Telepho:ne S3Tsiem
"And Recording /1\1onitoring"
'-
.QUALIFICATIONS
.PROPOSAL
"Respectfully"Submitted October 3, 2005 By: ,
,
"
JoannaSissons) 4ccount Executive
, 1600 7th,Avenue, Room 2604 • Seattle" Washington 98191 ,"
TILe information contained in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of Waslilitgton who have a need to 101.OW or those who have made a request pursuant to Chapter 42.17 RCW. TI1is
proprietaryinforrnation should not be disclosed Ylrithout the prior COl"].Sent of FSH ~ommunications"
" "', OO(Jf'\ (i..
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1I~!'I-;.'
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I
State of Washing.ton Department of Corractions
CRFP6446:- Offender Telephone System, Recording, Mon/toling
QUALIFICATIONS PROPOSAL
SECTION 6
Qualifications Proposal Requirements (24 points)
Dem- Panel Member:
I il\70l1ld like to talce this opporumity to irlh'oduce you to FSH Communications. Today we
p:r:ovide the WaslUngton Department of Corrections ,,,rith inmate and. public telephoJ;Le
services in partnership with AT&T (now Global Tel*L:irlk).
We are a premiere pW?ider of public commmlications systems serving tI'le general
commercial and correctional facilities markets. At a time when many major COmmUlTICations
providers axe reevalu~ting tI'le strategic fit of directly serving the pay phone mark~tplace,
FSH Communic;ations recognizes tllatthere is still a segmel~t of tlle market Iieeding a'wayfrom-home cOmIDmucations not served by other communications products. For that reason,'
we have chosen to focus on serving both businesses and correctional facilities in rieed of pay
phones and related public communications pwducts that provide an affordable and reliable
means of away-Horn-home comrrn.mications.
.
!
.
VJhile the na111.e, FSH C0111.11'/.Unicatio11.s; 111.ay be new to the m.atketplace, 1'est a.ssu1'ed tha.t OU1'
people and ope1'ationaZ p1'ocesses m'e not. In May, 2004, FSH Corrununications acquired the
Public Access Solutions division of Qwest, bringing a 1OO--yea1'lte1'iiage of serviJ.'lg tll.e needs of
\
public COIDrrl1.m.ications customers to the forefront of OUI business. If it seems that many of
the faces are familiar, it's because they are. 'I1le continuing service of many of OUT ACC01.U1.t
1\d.anagers, Tedmicialw and Customer Service Representatives enables us to pl°m.r:i.de seamless
quality service to every customer we s&"'ve.· hl addition, the senior management team of FSH
brings with it exteJwive experience in tli.e telecommunicatiOlw industry, as ",IITell as diTect
management of Qwest and similar pay phone ·opera~ons. Togetll.er, ·we are focused Dn
meeting and exceeding customer e:>''Pectations.
FSH is committed to this mark~t and is focused. on providing .reliable, quality services with
fleXibility in its offe~ings to meet tlle muq1.le business needs of each of its customer segments.
We welcome tlle opportunity to serve your public commmucations needs- today and in the
futme.
.
.
FSH Com111un.ications is c0171.m.itiedjQ the cotrectional and public C0111.111.,!l.11.icatio11.s 112CL1'ket!
bonGoens .
President and CEO
October 3, 2005
. Page2 of 54
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
Pef:........
6.1 Vendor Firm Information
6.1.1 (M:R.) Vendor Name and Address
State the proposing organization's full company or corporate name and give the official representative,
address, telephone number, email address (if any) and FAX number of the vendor's office location
. responsible for perfo~ance under a contract with the state ofWasbingtonin the event the vendor
becomes the Apparent Successful Vendor.
.y
FSH Response:
.
'
FSH Communications, LLC
Corporate Headquarters
Donald V. Goens, President and CEO
don..e:oens@fshcommunications.com
200 South Mic1rigciJ.l. Avenue, Suite 1210
ClncagoiIL 60604
(312) 291-0565 Office
(312) 291-0568 FAX
. Sales I Service Headquarters
Steve LOggCU1S,'lP General MaJ.1.ager
steven.loggans@c;[west.com
2424 West Camelback Road
. Phoenix, AZ 85015
(602) 630-6070 Office
(602) 249-5111 FAX
Mr. Goens, as President and CEO of FSH Comnu.lllications, is Ultimately responsible for
the performance under a contract with the State for the services outlined in this RFP.
:Mr. L?ggans, as Vice President and General Manager: is responsible for th.e .Sales and
Service (manage~ent and performance) of all contractual requirements.
In addition to lv1J:. Goens and 1.1r. Loggcll1.8, the State will have a 'iNashlll.gton-based
single point-of-contact (Ms. }ocuma Sisson8) 11\711.6i8 supported by a Service and Product
team specifically dedicated to the State. This team is outlin~d III detail :in Section 6.2,
Responsible Parties.
6.1.2 (MR)
Organiz~tion
Specify how the proposing entity is organized (proprietorship, partnership,corporation).
~.
FSHResponse;:
. . . . .
.
FSH Commmucations, LLC is a Limited liability Company. Federal I.D. Number:
20-0869547. DuNS 168024235.
ll~.,t~
October ~, 2005
000248
Page 3 of 54 .
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
r#Ar1e'
.
6.1.3 (MR) Year of Orga.nization
Specify the year in which the vendor was first organized to do bnsiness as substantially the entity which
now exists, whether or not the form of organization has changed in the interim (such as by subsequent
incorporation, merger, or, C?ther organizational change) and regardless ofnanie changes. The intent oftms .
requirement is to ascertain the longevity, of continuous operation of the vendor, and the response should be
formuhi.ted to provide that information as appropriate to the vendor's business circumstances.
.;.
FSH Response:
FSH COITU1TLUlications, LLC 'il\Tas formed in Febmary 2004 aJ.~d began operations in
August 2004 as a newly established company - hOll\rever its employees have provisioned
pay telephone services f01" Retail and Conections customers - TIl.e State of \N.ashington
DOC being one of several hunmoed, for over 25 years.
FSH Commi.mications purchas~d the assets of the Qwest P~b1icAccess Solutions (PAS)
division (the public and irunate pay telephone group of Qwest's) :in 2004. Q'ii\rest, .lik~
many of the other telephone companies in the Uriited States, determined that PAS was
not part of its strategic product lirle and therefore sought a buyer V\Tho would continue
to serve the customeJ: base "Vvith the same attention and dedication. FSH is fully fund~d,
has the customer base to sustaiJ.1 itself, the backing of Qwest al1.d the support of premier
teclmology associates such as 'lAC. In essence, we have been 'in bu.siness' since l?av
televhones were invented!
Our entire executive body al1.d staff aloe senior veterans having ·workeq. ill. the. 'payphone
divisions' of Qwest, U S \NEST, SBC, Ameritech, VerizOll., al1.d many otll.ers. The avemge
71.Wl1lJer ~i years 'serving the Public Telephone 1'/la1'Jcets is ?O years, 'and ove1' 30 ~{ears .'l.oo1'7cinrzin .
the Teleco111.111.unications in dustr}J !
'nus company was formed to specifically serve this market all.d havlll.g acquired the
entiJ.;e asset base of tools, inlclcs, systems,. computers, phones, spare parts, etc. from'
Qwest the-transition has essentially been trarisp.arent to tll.e customers all.d end users.
Approximately half of the FSH staff (and nearly 100% of its managers) were formerly.
employed byOwest Public Access So~utions and were directly hired by FSHdue to
their e:A'Pertise and dedication to the market and its customers.
;,
October 3, 2005
E!SH CO'm:;'
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000249
Page 4 of 54
"
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State of Washington
Departm~nt
CRFP6446 - Offender Telephone System, Recording, Monitoring
of Corrections
QUALIFICATIONS PROPOSAL
6.1.4 (MR) Principal Officers
Give the name, Office, address, and business telephone number of t).le principal officers of the vendor's
organization. At a ll).inimum, include officers who hold the following functional positions, if applicable:
b) Board Chairman, if a corporation b) President or other ChiefExeclltive Officer c) Corporate
Secretary, if a corporation d) Chief Financial Officer
..
+
FSH Response:
NA.l\1E
TITLE
ADDRESS
TELEPHONE
Donald V. Goens
Pl"esident and Chief
Executive Officer
200 South iv1ic1ugan Avenue
51-ute 1210
Clucago,IL 60604
(312) 291-0565
Michael L.
Johnson
EVP General Counsel
& Secretary
200 South l\ilichigan Avenue
Suite 1210
Clucago, IL 60604
(312) 291-0565
Mike Tatom
EVP B-usiness
200 South l\ilidrigan Avenue
Suite 1210
Clucago,IL 60604
(312) 291-0565
Development
K.eith Monis
ChiefFinancial
Officet
8441 COlOlual Drive
Lone Tree, Colorado 80124
(303) 768-8178
Steve Loggans
Vice President
Gf;:neral Manager
2424 West Camelbacl< Road
Phoenix, .AZ 85015
(602) 630-6070
6.1.5 (MR.) OWners
Identify by name, business address and telephone number of all o-wners, partners or stockholders who own
ten percent (10%) or more of the proposing organiZation. lfany cOIporatioll owns ten percent (10%) or
more of the proposing organiiation, identify the cOIporation and its 9hief executive officer and chief·
,
.
financial o f f i c e r . . '
.
..
' . ' ..
+
FSH Response:
ly.lr. Donald V,' Goens, lVIr. lVIichael L. Jolll1Son,M;r. Mike Tatom, own at least 10% or
more of FSH Communications and are:the Managing Members of the LLC. 111eiJ:
business address· and telephone number al~e ~1;oted above in Section 6.1.4, Principal
Officers.
00D250
October 3, 2005
Page 5 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
, 6.1.6 (MR) Change in Ownership
If any change in ownership or control ofthe proposing organization is anticipated during the t\7ir,elve (12)
months following the proposal due date, descn"be the circumstances of sucb change and indicate when the
change wm likely occur. '
+
FSH Response:
FSH is not contemplating nor does it anticipate any change in o"vmership or control of
tll.e company during tll.e twelve (12) montll.s follO"ll\7ing the proposal du~ date .
6.2 Responsible Parties
6.2.1 (MR.) Management'
Identify by name, title or position, and telephone number all management-level officers of the proposing
organization's performing office who would have direct responsibility for the performance of a contract
resulting from this RFP .
.;.
FSH Response:
FSH is 1.miql.lely ql.lalifie¢l and dedicated to providing superior public and inmate
telephone systems and services. TIl.e follO\i\:ring management-level officersV\rill. have
direct responsibility f~r the perfornl.ance of"a contract resulting from this REP:
OFFICER
.TITLE
TELEPHONE
Donald V. Goens
President and Chief Executive Officer
(312) 291-0565
Michael L. Johnson,
EVP General' COilllsel & Secretary
(312) 291-0565
:Mike Tatom
EVP Business Development
(303) 768-8178
Keith Monis
Chief Financial Officer
(312) 291-0565
Steve Loggans
Vice President General Manager
(602) 630-6070
joe Rogers
Vice Preside:nt Infonnation Teclmolo'gy (312) 291-0565'
this
At FSH we pride ourselves o~be:ing lecm and ~gile. V\lhat
means to The State ~f
'Washington DOC ip tll.at irl'. addition ~o a 'dedicated staff of \/IlaslID1gton-based
employees and a single point of contact (lVIs. JOalul.a Sissons) who is respOll.sible faT the
f1.1Jfillmer~t of the COl'ltract tenns and management of our seleqed teclul.olog)7 vendor;
the State has the in1mediate attention of FSH senior leadership and its executive body.
nOG25J
, , October 3, 2005
Page 6 of 54
Staie of Washington Departmen.t of Corrections
DRFP6446 - Offender Teiephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
It is our philosophy of teanl "'lark, creative problem solving, ilm?vative and dynaJ.'luc
relationslups that allm-v us to be especially responsive to our' customers. \/\,7 e emphasize
})ersonaJ accOlmtability in aD vlre do - no matter the level of elllployee.
The FSH luerarchy is streaIll.1:jlled for optimal commLUl.ication and focus, ill addition to
the officers noted above, the.following management personnel "i/.,ri11 have direct
responsibility for the performance of the contract resultiJ.l.g from ~le RFP:
TELEPHONE
MANAGER
TITLE
Dana Alixander
DiJ."ector ~ Sales
James Brandt
Director - Infrastructure
(425) 712-1305
Greg Button
Diloector - Customer.Service
(503) 425-1020
Bob Dubay
DiJ."ector - Corrections Products
(503) 425-1022
Ken Jackman
DiJ."ector - Operations
(801) 288-7017
Shellie L uallin
DiJ."ector - Information Tec1ulology
(303) 805-4385
01I'isty Bailey
Ope;rations l'v1anag~' ....: l/Ijasmngton
(206) 903-$028
Tom Deja
Operations 11anager - SIN I/ljAjOregon (.503) 408-0102
Joanna Sissons
Account Exe~tive - Vvashington
(206) 624-1362
Denitrice Jenkins
Customer Account Consultant
(806) 872-5212
Deb \A,Talker
Manager - Corrections Services! Repair (503) 425-1030
. (206)" 621-1119
TIle State of Washington DOC ccm be assuTed that it may call upon anyone of the FSH
te~ from. our Chairman Don Goens to Oill: adm:iJ.l.istroati:re staff, aIld they ~J\7illloeceive
the same l1igh 'quality customer service. Our organization is very diverse, pl..uoposely, as
we'l..mders,tand the v:alue of the contri.butions inherent in the workplace. I,/Ije are as
varied etllrrically, ill gender, expertise, Cl..uuu-al and religi01is.backgrol..U'lds, age, and
abilities as any company l!\Tho has a genuine commitment to fair and equal treatment of
it~ employees and customers.
FSHhas employed'many of the same individuals who "i>\7ere part of the Qwest Public
Acc~ss Solutions division. (paj7])hone. group) aild therefore' has had. little training
requirements. We continue to employee technicians who have specialized in the public
telephone business, wIl.ic1l fmther reduces tec1111ical tra:i.J.l.ing time.. Our salary and
bei1efits are commensurate and often exceed compalues of 'sinUlar size and' industry.
FSH offers a robust benefits alld vacation plan.
'
.,no."" . l 11 5°
''''000 t... A_
October 3, 2005
Page 7 of.54
~I
State of Washington Depaltment
ot Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
...
.,..
\Ale do, hOl \7ever, place considerable emphasis on customer service and croSS-h"aiJ.1.ing.
FSH mall1tains a robust onl:i.:t1.e reference ,and training program 'J\Tmch provides detailed
insh"uctions on everything from tariffs, to payphone programming, to conh"act l-legal
parameters for the company.. This matel"ial is cont:ill.uously updated by a dedicated
resource (program manager). All contracts are accessible by any employee so that
he/she l.U1del"stands the obligations 'we have' com:o.utted to in serving 01.U customers'
individual requirements.
t
New employees shadow existing employees to ensure the c.ontinuity so necessmy to
serving our customers with the highest level of ll1.tegrity and accl.lracy.
FSH will use only curreJ.l.tly ma.ll,ufachrred and 'tecluucally s1.1pported equipment for the
term of the contract. The s.calable functionality of the proposed system will allow the
State the flexibility it iJ\rill require over the term to cllange and grow as its needs dictate.
The employees assigned to The State of Vvashington DOC aTe .highly experienced in the
Corrections' :ill.dustry.
iUthough today FSH 'is primmily a Public and hID1.ate Telephone Services prD"vider, it
llltends to evolve :ill.to other services and technology. iNe are actively ,engaged V\rith
several cutting edge entrep'reneursiJ\~ho 'J\7ill cill O'J\7 us to bring additional solutions to the
.public and inmate markets over the tern1 of the. conh"act.
6.2.2 (MR.) Contract Responsibility
""" Identify by name, title or position, and telephone number the milividual ~ho would have primary
responsibility for :initiating service resulting from this RFP; i.e., a manager or representative for this
contract. .
.;. FSH Response:
FSH proposes a reliable and. secure illlnate telephone system that will be served by best.
in class employees and its technology associate VAC Communications. nus team iJ\rill
be lead bv Toanna. FSH Account Executive, (?06) 6?4-136? r as The State of
. Sissons,
.
Washington DOC's sll1.g1e point of contact. FSH :intends to minimize disnlption to the
. State's faep.ities durin.g 'the conh"act term and iJ\7ill deil10nshate the highly sophisticated
and secureJ yet simple to operate, llmlate telephone'system.
FSH will be responsible fO,r the conh"act with the State and will provision all aspects of
services related to th.e inmate telephone' system, lllcludll1g local an.d' all. long distance
service:
~ 05
Ou['ls., r,
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October 3, 2005
. Page 8 of 54
,a.'
State of Washington Depariment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
.
..........
6.3 (MR.) Washington Business License/Federal Employer Identification Number
Either'(a) state.that the vendor now holds a valid business license, Universal Business Identifler (UBI)
issued by the state of Washington, and provide the license number; or (b) declare that the vendor will
obtain sucb license if selected as the Apparent Successful Vendor, immediately upon such selection and
before execution of a resulting contract. Also provide the Federal Employer Identification Number
(FEIN) or Social Security Number.
Vendors who wish to obtain further information regarding a Washington Business License may write:
Department of Licensing Master License Services PO Box 9034 Olympia, WA 98507-9034 Or call:: (360)
664-1400 Or apply online at: WWViT.dol.wa.lZov.
+
FSH Response:
FSH meets all licenslll.g requirements, includlllg a valid licensed to do business within
Washington State.· FSH's!JEI number is 602-376':571, Federal ID. Number is 20-0869547,
DUNS 168024235.
6.4 Past and Present Relationships with the State .
6.4.1 (MR.) Prior and Existing Contracts
If the proposing organization, its predecessor, or any party named in the preceding subsections has
contracted Virith the Department or any other Washington State agency during the past 24 months,
identify the contract number and/or any other-information available to identify such contract(s).
If no such contracts exist, so aeclare.
~
FSH Response:
..
(
.
FSH currently, an.d "for the past 24 montles, serves the \AlA DOC:in p;r~visioning'public
and :inmate telephones and associated monitoring and record:iJ..l.g systems as a
subconb:actor to 'GTL (formerly AT&T) 1.ill0-er Contract Number CDOP?681.
6.4.2 (MR.) Vendor's Employee Relationships to State
If any party named in the preceding subsectio:J;ls of this Section 6 is or was an employee of the state of
WashiD;gt0n in the past 24 months, identify the individual(s) by'name, social·security number, state
agency by which employed, job title ofposition held with the State, and separation date. .
If no such relationship' exists, so declare.
+
FSH Respons~:
FSH, GTL nor VAC has had aley employee (former or current) employed by the State in'
the past24 nlontl1S:
.
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October 3, 2005
001125f
. Page 9 of 54
I.
Siate of Washington Department of Corrections
GRFP6446 - Offender Teiephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
-
6.4.3 (MR.) Persons Employed by Botll State and Vendor
.If any employee of any agency of the state of Washington is employed by the vendor, or sits on the 2
governing board of the vendor, as of the dUe date for proposal submission specified herein, identify all
such persons by name, position held with the vendor, and position held with the State (including job title
and agency). Describe the responsibilities of such persons within the proposing organization. If, after
review of this infonnation by the Department, it is determined that a conflict of interest exists or may
exist, the vendor may be disqualified from further consideration in this RFP.
.
Ifno such relationship exists, so declare.
-j>'
FSH Response:
FSH, GTL nor VAC certify tll.at no State employee is or '!\TaB previously employed by
their companies. i,Ale also certify that no State employee (cunent or former) sits on aJ.l.y
governlllg board for FSH, GTL or V AC.
6.5 (lY.[R) Contract Performance
If the vendor or the subcontractor has had a contract terminated for default during the past five years,
des~ribe each termination in the format explained below. Termination for default is defined as notice to
stop perfonnance delivery due to the vendor's non""perfonnance orpoor performance and the issue was .
either (a) not litigated due to inaction on the part ofthe vendor; or (b) litigated and such litigation
. determined the vendor to be in default.
Submit full details of all tenninations for default e:h."Perienced by the vendor during the past five years
including the other party's name; address and telephone number. Present the vendor's position on the
matter. The Department will evaluate the facts and may, at it's sale discretion, reject the proposal if,
based on the facts discovered, the Department believes that there is a risk that completion of a contract
resulting from·this.R:FP may be jeopardized by selection of the vendor.
Ifthe vendor or subcontractor has experienced no such tenninations for default in the past five years, so
declare.
. By providing the information required in this section, the vendor authorizes the Department to contact
t'Pe entities with which the vendor/subcontractor has contracted regarding contract performance.. The
information received from these entities may be use~ for scori,ng purposes under the references section.
The Department will evaluate the facts arid may, "at its s.ole discretion, reject the ve~dor's proposal iL
based on the facts discoveted the Department'believes that there is a risk that completion of a contract
resulting from this RFP may be jeopardized by selection of the vendor.
~
·FSHRespo!ise:
'-
J1SH is proud of its tract< record in serving its customers 9i1d on average ,~7e have been the
incLUllbent pwvider foi" -10+ years pro\7iding both inmate cl11d public telephone services.
~SH, and in its prim form as. QV\7est Commmucations, has never had a contract
terminated for default.
...
".
n p I")':l'e; h'
GTL, anq its prior form as AT&T, has never had a CO~ltr~ct terminated for.default."
Oeiober 3, 2005
"':.
-Page 10 of 54
v'..
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CRFP6446 - Offender Teiephone System, Recording, Monitoring
State of Washington Department of Oorrections
QUALIFICATIONS PROPOSAL
VAC has ne\7er had a contract terminated faT default.
6.6 (ME.) Subcontractors
In orde1' to achieve the best possible combination of equipment, service and rates, subcontractor
arrangements may be proposed. Any and all such relationships mps! be in the context of a
subcontractor(s) to the vendor. The proposing firm must be declared as the prime contractor.
If any subcontractor relationships are proposed, describe the subcontractor relationship with the proposing
fmn. Discuss the nature of the subcontractor organization and the management and rep orting relationships
'
between the vendor's fum and the sub~ontractor.
If no subcontracting is intended, so declare.
.;.
FSH Response:
FSH C0111.111.unicatio11.s is 1'espon.ding to this RFP as the Pti,ne Conn"actor andwiZl be
1'espo11.sible.jo1' all 'se1'Vicef?' and conti'actualobligations. FSH has selected'tvlO premier
ul.dustry experts to subcontract their product and/or services:
Value-Added
, Communications (VAC) cU1.d Global Tel*Link (GTL). Each subcontractor has personnel,
from the Chairman to the Teelmidan} that report to the correSpOl1.ding FSH employee
,,,,,rho are supporting,and providing services to VlA DOC.
FSH chose VAC ,as their subcontractor to provide the Digital lll.IDate Call Control
platfOl1D} toil~clude the integrated monitoring cmd recording., GTL 'will provide long
distance services} as' well as direct facility support and services via the VAC platform and
.using their own :inmate telephone equipment. At the DOC's direction we can structme
certain activities to either go through FSH as with r~pair and maintenance requests; or
are delivered cliJ:ectly to the DOC ",>\rj,th FSH being copied} as with.comrrrission remittance
from a partiCular facility.
'
. '
l
I
to
Eacll subconb:actor" s company overview and key management persoID1.el assign~d
the
,NA DOC project are noted below. Eacl1. subcontractor will report to FSH with regard to
their specific servic~s as noted 'above. FSH Vlrill be the primary ,NA DOC contact entirely
responsible for the subcontractor s perfOl"mance. FSH will ensure that. appropriate
communication between and with the DOC and eacl1. Bubconb:actor.
l
In cases ofl'epail' and/or mainte~ance we may authorize and/or request 'via tl1.e DOC that
an ~ldividual facility work du"ectly with the subconb:actol"jhO\1\Tever in all ul.stancesFSH
is aware of and monitoring SUell activity. FSli will conduct periodic revie,,,rs and audits
of the aCC01.mt performance and specifically eaell 8ubconb:actor s perfonnance. TIle DOC
(1?~ C;.
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October 3, 2005
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Page 11 of 54
State of Washington Department of Corrections
CRFP6446:- Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
'1\7ill be invited to participate and p1'Ovide feedback. in these sessions, an.d is certainly' .
enco"Luaged to provide ongoing COlll.ment of our collective performance.
.
,
FSH has a su:ong history working with tll.ese two indusb"y experts in various capacities
and is proud to submit the wllming combir:ation of the FSH - VJ::-C - GTL teams!
V alue~Added Communications'
~£~»c L[p f ~"~@,"JEl E[J
~---'-:.
, i~m41:1il~]R,ij~r.gI!D~J.~
Jerry D. Gibson, Chairman, CEO, President
Kermit D. Heaton, ~xecL1tive Vic'e President Operations
Stephen 1. Hodge, Executive Vice Pl'esiderJ.t Engineering
,,,Tin Purifoy, Vice President Duef Financial Offker
Ma:rk Turner, Vice PJ;esident Operations
Tad Summerfield, Vice President Sales & Marketing
Larry Krouse, Director of Quality Assurance ,
.
,
FSH will utilize VAC as a subcontractor' to provide the Digital InD.l~ate Call Control
equipment and IJ.-).tegrated Monitoring and Record:i.r).g, equipment. VAC has proven
themselves as a b'usted associate yvith a history of treating customers with respect and
respondirig to their needs 'Nith a sense of urgency. As a valued ,customer, the State
deserves to be b'eated with respect v-rhile enjoyul.g tll.e benefits or excellent technology,
maintenance and support.
CORPORATE 011ERllIEW
Value-Added Communications ,A7 ·formed in'1988; initially focusing on iml.ovative
as
automated calling technology and services "lJ\7ithin the telecommunications market. Th,e
company's focus was later narrowed to tll.e Corrections m,arket and the specialized
systems and services required to become all. indush-y leader in this niche.
.
"
Successes include tl~e implementation of tll.e first, debit and collect. hybrid calling system
iJ,1 the United States for tll.e State of Colorado DOC and the award the Federal Bureau
of Prisons contract in 1998 and in 200. Clll"rent management a~quired tl1e company's
assets in 1999, up.dertalang an aggressive sales campaign t6becom~ the llunate system
provider of choice for the telecommmucations induSb')T's market leaders. To' date, VAC.
has established sb'ategic r.elationship~ jl\7itl1 FSH, Qwest, and other. ,lal~ge
telecomm"Luucations compants.
of
VAC will provide tll.e call processing teclmology along Witl1 the reql.lir.ed investigative
and .call control features specified in the RFP. ,VAC's team of seasoned professionals will
wprp'''''; ,
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October 3, 20.05
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Page 12 of 54
State of Washington Depaltmant of Corrections
CRFP6446 - Offender Teiepilone System, Recording, Monito/lng
QUALIFICATIONS PROPOSAL
install aIld test the system} as "lNell as provide on site training to appmpriate facility
personn.eL In addii:ion} VAC "lArill provide both remote and local technical support to FSH
as needed throughout the project d1.uation.
BACKGROUND AND EXPERIENCE
The first step iil formalizing VAC's commitrrtent to the inmate commun:icationsmarket
was to design the infrash"ucture n.ecessary to support tll.e country's largest correctionai
system (Federal Bureau of Prisons.) The VAC Plan has always been to create tlie .support
strumue s~cient to pmvide exceptional service to high-volm.ne clien~s that is robust
enough to facilitate signlficant gmwtll at any site their system is deployed, this includes
conectional institutions at the Federal} State and Local level. Over the past four years}
VAC has 'realized significant success in tlliseHort and we have yet to ·cll.allenge tlie limits
of our potential.
In addition to ~e 104 Federal 'Correctional facilities served under contractj VAC also
the Colorado Department of
provides systems and services as' a subcontractor
Corrections; the California Department of ConectiollS; Oregon Department· of
Corrections; Washington pepartmel1t of Corrections, and a growing number of DOC
Cmrectional Facilities across .the United States.
to
.. -
VAC is subconh"actor to FSHi provicling tlie:il" inmate call control platform, at an everincreasing number of sites. Together, FSH and VAC serve their customers with the' same
focus I'd-rich is providing excellent ':U5tomel' service an9- superior' equipment 81ld
tecbnology.
VAC is the sole manufactLUer and provider of the :illIDate call conh'ol platform. TIiey will
be responsible for the eqcipment :including sp81'e parts at no cost throughout the life of'
the co~l.tract. VAC and FSH tedmicians axe responsible' for all :il1Stallation" mainteriance
. and repair.
VAC installers and service pel'~Olmel receive regular, ongoing training on their latest
equipment releases. IJ\1hile mucll b:ouble shooting and mairl-teilance work call.' take place
at VAC headquarters by VAC teclmiciaJ.1S; FSH 81ld VAC will aSS1.u:e that th.e frequency
. of
site work is as often as necessary to provide preventative mallitenance in ordei,'to
keep tlie system TIL good operational sta~s. FSH and VAC warrant the pl"Oposed ~ID1ate
call conh·ol platform for the life of tlie contract.
01:
TECHNICAL EXPERTISE
VAC'-s installation team is l.Ul.paralIeled in the indushy hi.~tallation eng:iJ.1.eers come
directly frb~ the Operations organization "I'Iritl"lin VAC and ha"<re ,spent montliS in. h"a:ill:iJ.lg
:ill the test and integration process of tlle :ilunate phone system. \lAC's histallation
engineers aJ."e trallled on the product Witll:iJ.i file test andintegxation proces~. Installation
October 3,2005
Page 13 of 54
...~~ 000258'
!
J.
I
CRFP6446- Offender Teiephone System, Recording, Monitoring
State of Wasl1ing~~n Dapartment of Corrections .
QUALIFICATIONS PROPOSAL
h'aining consists of Telco coiu1.~ctivity, v\rirTIlg an.dpdv\rer, Sel'\rel' and 't\rorkstatiol1
preparation, database l1l.anagemell.t customer test pwcedl.lres, fral11.e relay, call. detail
record recording an.d billing process.
T17.e list helow =
[lives a hrief SU.17217la111 the installation team's cX17criencc {mel bachrround:
..
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Gama] Mohed - Installation Mall.ager - Bachelor degree fro111 University of Texas at
Arlington, eight (8) years teeluucal v,lork 'experience, lvlCSE Core, Computer Support
Specialist, 1v1S Certified TCP/IP, TIs 4.0.
Brian Gallce - b,1Stal1ation Engineer - Bachelor degree from Texas Tech UluversitYl six' (6)
years technical work experiE7nce1MCSE (1\1CP+lnternet)1 TCP IIP1 llS 4.0 certifications.
lamb Garcia - Installation Engineer - CCNA, MS·Certified Engineer1 IT Certification1 Dell
Equipment Certification, 13 yeELfs teeluucal work experience.
David Mtchell - Installation Engineer - Bachelor degree·from Devry Uluversiryl Bael1.elor
Degree from Universit3r of North Texas, MCSE1 . CCNP~ three (3) yeais tec1uucal
experience.
. lames Stanfield - hLStallation Manager - Northenl Te1com certified engineer1· Mitel
certified engineer, Tos.mba certified engineer120 years experience.
Dennis Stovall- Sr. Test Engineer -' MCSE Core certified TCPlIP and Internet Certifi~ation,
:MS Certified Professional EngTIl.eel~ 13 years tedmical' experience.
In a.ddition iothe outstandinq installation team, \lAC as 171entioned above, cU.7TentZtr has t·wo fuZl-
time technicians who are available for on-site maintenance' and repaIr lieeas
-
-.
. Ivlitch Davis has extensive experience in the telecom industry, inel1.1cful.g PBX installation,
LAN/VvAN network design-jmplementation and iristallation. He is' also experienced 'TIl
the follm'l?ng operating' systems; 'AJTIldows 95 1 98 :2.000, NT .and XP and 11.8;s hardware
e:>C'Perience as follows: PBX, TOuters, dlmmel banlcs, dialogic1servers and ~t\rorkstations.
Douglas TIl0mas has O\Ter 25 years of experience TIl. the telecom ind"ush"y, including CO
installer1 Dialer teclm:i,cian, computer ll.eDI\TOrk IDallltenance, and tecluucal' support
teclmician. His operating systems experience TIl-eludes '\i\TindOl-'lrs 95, 98, 2000 ar}.dNT.
.
October 3., 2005
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Page 14 of ~q
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CRFP6446 - Offender Telephone System, Recording. Monitoring
Stete ofWashinr/ton Department of Corrections
QUALIFICATIONS PROPOSAL
Global Tel*Link
IVlaJ:k RStone, Chain11.an of th.e ,Board
Craig Ferguson, Presidel).t & Chief Operating Officer
Teresa 1. PJ.dge1<\7ay, Secretary & Vice President, Adminish'ation
Steven Yow, Chief Fil1.an.cial Officer
Tom Sweeney, E~ecutive Vice President, Sales & Iv1arketing
Hal Howard, Vice President, Operations'
Garth Johnso11, Vice PreSident, Tecbnology
Tom Beam., Vice President, Tecbnical Support
On J1.me 2,2005 AT&T's National Public Iv1arkets Division ,,,Tas acquired by Global Tel*Lin,k
Corporation, thus combining tlNO premier inmate service providers. The combined company'
has prOiri.~ed inmate telephone service for the past 23 years.
"
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Th.e comE any' s headquarters will remain in Mobile, Alabama where tll.$Y mam:tfaCtme and
oversee the maintenance of the systems, soft'WaTe, and provide t~chnical service cmd
customer support. h1 addition, all system technicians receive extensive training at this
location.
.
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The combined company of AT&T and Global. Tel*Liruc (GTL) provide their services in the
.
.
following states:
'
-",Uabai:na
Georgia
.AIXansas. ':' Idaho .
Arizona _
Jndii:l1l.a
California
Illinois
Montana
'.
MiJ.1l1esota
Nev\TYork
,Oklahoma
Oregon
Ohio
Pel111S}Tlvmua
·Hh6de ,ISland
Vrissouri'
NebTaska
Neyada
Colorado
,Kentuc1..--y
;ConnectiCt1.f'.: . LOl:iisial1.a: . .. NeW.Jerl?,e~~,. . .
io ' .", -;7'0
:Fl~i:ia~ ":"7' .:' "~ l\fu~iS~i~}~i North ...'.' ,
T~i~~e~'~~~ .
Carolina
Texas
VirgiJ.ua
Wes't'
ViTgiJ.ua·
.W~hingtol1
.1J\T~q01'\Sin
The combined seasoned management team remains intact. Om' goals are to continue
excellent sel:vice to our existing customers,' increase oppmtunities to service ne,1\7 customers
"i.'\Thile ma:intaTIung profitability and p'rOl~d:ing the best of wor1< places for oill· .employees.
ROV'lard TI1a):p, C01~tract Team Manager, is the GTL primary sTIl.gle point of contact for FSH
Commimi.cations. Howeo:d has over 20 'years of e:>''}Jerience 'TIl. pl8lming, managing and
supporting' ll"UnateBystems, customer aCC01.lll.ts, and major projects. Jv.Ir. Thal}"l \~7ill
coordinate8l1d worl( tlu'ol.lgh the Ms. Sissons TIl. support of the '1MA DOC facilities that they
will manage.
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October 3, 2005
Page 15 of.::;4
000260
CRFP6446 - Offender TeJeph~ne System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
PARJ...GON COMMUNICATIONS SERVICES LLC
Pm-agoD CODununications Services, LLC (Paragon") is a leading provider of nation-i,,\Tide
lll.Sta1latioTl 311.d maintenance services for public access telecommlUucations equipul"ent
ll1.cludlllg correctional facility phones, pay phones cl11.d interactive Intel1.1.et ldosks. Pm-agon
currently pl"Ovides maiJ.ltenance services 1.Ul.der its contract with Global Tel*Link Corporation.
Paragon's management team l1.as over 15 years of contiJ.luous 'and direct eA'Perience iTI the
Uluque requirements of correctional. and public access phone systems and associated
tec1.uucal services,
Project M:anagement
Phone Management
Site Surveys
.Site PrepaJ:atibn
Wall M01.Ul.tiilg and Restoration
. Wiling
Testing
Repair & Maintenance
Set Monitoring
Cash Collections
Coin CountiJ.lg and Deposit
.1?lech·ical and Telephone COlmections
Paragon Comnnmications Services employ~ ovei- 80 teclmicians and administr-ative
perso1lnel. The main office location is in SUWaIU1.ee, GA. Supervisors and storage facilities aJ:e
located as required for equipment, materials and supplie,s.
.
Paragon COIDmmTIcations Services founders and key persOlIDel have over 15 years' direct .
eA'Perience toget1~er successfully iIp.plementiJ.lg large projects and lOng-term pl"Ograms for the
:installatioIl and ma:intenanceof correctional facility phones and payphones.
TIle diJ:ect progI"am e:A.'Perience V\-ri£h Paragon's team is extensive. Some examples of related
projects include:
"
Terulessee State .Prisons (rml ii\riring, install cU1.d maintain phones .for all state
prisons for AT&T)
.' "i.Nashington State PriSOll.S '(rlUl wiring, ll1Stall'al1d maintalll phones for all sta.te
pl"isons for AT&T)
. H1.Ul.meds of COlUTty jail alld indhridual prison sites (upgrade it\-riring md install &
mallltain llllllate telecom platforms and'phones for GTL, AT&T, 'VerizoIl, Spiint,
MO, BellSouth al1d VAC)
Pal-agon i~ organized as a leall, flat orga:nization. David Dickie manages all teduucial1s it\-rit11
no more than one layer of field supervision. Tedmida1ls are dispatched md report service'
response details t11rough the Pal-agon Service Center. Customer inquiries 01: escalation is
coordlilClted tlu·ough the,SeJ.'\rice Center on a ~4/7/365 availa.bility.
October 3, 2005
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CRFP6446- Offender Telephone System, Recording, Monitoring
state of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
EscalatioD paths for '\NashihgtOll DOC are as £0110\<\7s:
Tec1U1idan (Local, as assigrl.ed)
-,,~.ngeligl.le Quinones, Service Center CoordiJ.1.atol' (800-475-2771)
Carol '\!\laIc11.er, Service Center M:anager (800-475-2771) (678-714-3940 direct)
David Dickie, CEO (678-714-3938)
6.7 Qualifications
This paragraph eA"}llains the approach to determination of Qualifications. ])0 not respond to this
pamgraph. Responses to sections 6.7.1 through 6.7.1.5 wilienable scores to be assigned to each vendor iIi.
each experieJ?ce 'category. The eA"}lerience categories to receive scores include:
• 'System-wide inmate telephone systems'- Provision of ~te telephone systems and services
.statewide for a state correctional department or a countywide system and services for a cO).UJ.ty
correctional department.
• Local inmate telephone syst~ms - Provision of in:inate telephone systems in a state or county that
does not encompass all iIImate facilities within the state or COUllty. This would include federal
facilities that are individually served.
WitbID. the experience category, subcategories will be identified which are pertinent to the Department's
needs as described in Section 2 of this RFP..
.
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• Resp,?nses will address vendor·eA"}lerience in providing services for each category.
• Vendors will also be required to specifically address·their eA'Periences in each subcategory.
• Vendors will be required to provide one-page resumes on individuals available to the vendor to
provide services in each category that is to be :included in the response.
•. Vendors will be required to provide :five references.
• Finally, vendors will be required to describe their ability to provide services in each subcategory.
.
.
The response will include relevant information to demonstrate the vendor's eA"}lerience. EA.'Perience
should be correlated with the vendor's contract refere~ces/prior contracts.
'
6.7.1 Offender Telephone Systems and Services
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Experience in this category includes design, and implementation of offender phone systems,
billing/payments, customer relations, management of subcontractors,
.
maintenancelrepair/troubleshooting, and moDitoringlrecording integration.
October 3, fD05
Page'17 of 54
:. ,. no 02.. 62
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State of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording, /vionltoring
QUALIFICATIONS PROPOSAL
.,.. FSH Response:
Specialists in telephone se1"vices f01' c01'1·ecti011.al facilities.
hi. the security-conscious envhoim'lent of a correctional fa~ty, n::-aintairrir~g complete conb:ol
is job number one. You Till1 a tight ship. YOul' systems and processes are carefully plaml.ed
rotd methodically implemented. One breakdOil\7J.1 could lead to chaos.
TItrough many )7earS of experience contracting and COTIS1.llting V\7ith the largest COU11.ties and
Deparhnent of Corrections facilities, FSH Communications has developed a Sec1.U'ed Callin.g
Sohltion th.at comprehensively addresses the needs of youT facility. From unprecedelited
conh'olof-inmate comm1.mications to l.mparalleled service emd reliability, 01.1I S~?ll'ed Calling
Solution delivers a standard of total support" unmatched in the .Industry. Vile maJ.<.e inmate
communications 01.U' priority, allowing your .team to focus on issues more lmportant to Y01.1.
'. Building on the foundation of a flexible and feature-rich technology platfpl'm, the FSH
Secured Calling Solution provides one source for all your inmate' communication needs:
., Professional, single point of contact account management
E'
Flexible, dedicated hlJIlate Support Team
• Expertindusuj7 consultation
• Controlled subcontractor management'
., . Deep indusu,)'7 resou;rce and' partnersllip relationsllips which allow FSH to provide
seamless product and featme requirex:q.ents to our customers
e
Competitive and timely commissions
e .
Fiml11.cial and usage auditing
..
Quality local, intraLATA aJ.~d long distaJ.1.ce connections
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.. Tough telephone consttuction -
.
.. Available assistance for speech- and heaJ.'ing-impaired imnates
.. Around the clock SUppOli for all your critical senrice needs
• Respemsive, skilled installation and mafuten:aJ.~ce tedmiciaJ.1.S
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Octob.er 3, 2005
Page 18 of 54.
.
'000263
State of Washington Department of Correr;tions
CRFP6446 - Offender Telephone System. Recording, Monitoring
,
QUALIFICATIONS PROPOSAL
of
TIl.e PSH Seemed CalliJ.l.g Solution'is not complete v\1ithout the pers(;malized support
an
experienced professional Account and Service Team to help you m,arlage your ilu1.l.ate
commLmications solution. Ii\lhether yen.1 have questions about a system feature, ,need help
'vlith YOtTI· commission SlU1l.mary or 1aJ.l.t to add phones to a new section of the facility, your
Account Team will be there to serve your needs.
'I\
The FSH hierarchy is su:eamlined £01' optimal corrUIllmication and focus, il, addition to the
officers previously noted} the following mal").agement persOlUl.el 'will have direct
responsibility for the performance of the coiTtract, resulting from the RFP:
MANAGER'
TITLE
TELEPHONE
Joanna Sissorts
Account Executive - Washington
(206) 624-1362
Dana Alixander
Dil'ector - Sales
(206) 621-1119
James Brandt
Director:'" In.f1:astructure
(425) 712-1305
Greg Button
Director - Customer Service
(503) 425-1020
Bob D110ay
Director - Corrections Products
(503) 42';:>:-10??
Ken JaClGllan
Director·- Operations
(801) 288-7017
Shellie Luallin
Director - hlformation Technology
(303) 805..:.4385
Clu.is~7 Bailey
Opel'ations Manager - IIVashington
(206) 903-8028
Tom Deja
Operations Manager - SI1\7 11\7A/Oregon (503) 408-0102
'Denitrice Jenlcins
Customer Account Consultall.t , ( 8 0 6 ) 872-5212
Deb Walker
ManageI' - CorrectiGl1.s Services / Repair' (503) 4?-5-1030
COMMJSSIONS
Inmate populations are on the rise, and so is the cost ,of runniIlg a seCLU'e correctio;nal facility.
Is your budget keepiIl-g pace? FSH inmate 'phones can provide your 'institution \!lrith' a muchneeded revenue opportunity that's paid fully alld faithfully on a mutually agreed-upon
payment scltedule. No hidden deductions or. s'l\-btractions-'--just a straightforward} easy-tocalculate cO~$sion structure you can. count on.
Telephone calls from FSH il1lll.ate phones may be made "collect," "prepaid" or "debit." "POI:'
e~Tery completed call placed from an inmate phone in'your facility, FSH can retLInt a portion
.of the revenu.e eame'd from that call to you'in the form of montl1J.y commission paymel"\ts.
Co17t111.ission Structure
li\Titll many pmviders} what appears to be a higli. commission rate that pTomises big returns
Call. quickly get eaten away by concealed adjustments and off-tll.e-top deductions. Not so with
. October 3, 2005
PC\ge 19 of 54
0.002$4
State of WasiJington Department of Corrections
CRFP6446 - Offender Taiephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
-
FSH. Our competitive and clearly-defu1.ed commission Sh"'Llcture doesn't leave 3ro1.1 searching
the contract's fine pl"int to l.U1.derstand your conll~ussion payment. ,!\That ,"7e prom.ise is ""7hat
,'Ire p a y . . :
Fair And: Equitable CaB P1'icing
FSH has 'a gel1Uine concern regarding the price we chargt= for ·our calls. Our cOlmnitment to
fairness in pricing is reflected ll, our operator services offering. FSH striv'es -to enS1..ue that
those who accept calls fTOm inmate institutions are paying for those calls at the lowest
possible plice.
Pi'01npt PaU111.ents
You can depend on FSH to provide a complete summary of your inmate phone activity for
each billing period. OLU" cleal'ly-defined and mutually agi"eed upon commission is paid, light
on time, month after month, "'lith a detailed summaiy of usage by ANI for yom" facility.
Peak Reliability
lNhen costs are riSll1.g and nmding is limited, it's good to have a re"\7en1.1e sOurce you can
C01..mt on, It's also :important to have a supplieT you can count on to keep your system
T1ll1.rung in peak condition. For competitive, consistent commissions and ,,,rod¢!. class service,
look no further than FSH.
;.
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SECURE CALL CONTROL
One of the gr'eat challenges for al1.y corT'ectional facility is t~ provide legitimate calling
privileges without giving imnates th.e opportunity to abuse those privileges. FSH's featUl"elich teclmology solution answers that challenge by delivering restricted access to the outside
world. TIl~ FSH Secured Calling Solution is resistant to illegal manipulation by quiclc
disconnects, operator intercepts, FTI\J irregl.uarities or any other attempts at deception. i/Ve
talse ,great pride :in offering y01.1 the latest in fi-a1.1d conh'o,l available an3~i\There" . .
.
.'
,
. 1,Jtiliz:iJ.lg digital tecbnolpgy, and patented lll1i.mr atiol1.s,FSH gives you the secUl"ity and
c:onh'ol needed for successfully manag:iJ.lg ~l1Jnate conununications.,
T11.e FSH Secu1'ed Calli11.g8olufiol1 h~s a11'l-011.g the highest levels. of
fraud p1'otectio11' and contra 1.
Automated Operato1'
'There's 110 foollllg this operator. The synthesized voice leads inmate callers tJ:u:ough th.e steps
. of collect-call, prepaid OT debit dialing,. amloLUlcement of their n~me, er:ror prompts,
velIDcatiOl:and acceptance of chaTges. TIlis process calinot be manipulated by the caller or
;the recipient. /UI calls mustgo tlu"ough tlle automated operator.
October 3, 2005
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Page 20 of 54
00026,5
S!ele of Washington Department of Corrections
Cf?FP6446 - Offender Taiephone System, Recording, Moniioring
QUALIFICATIONS PROPOSAL
"""'t=
'erte - be
Th.1'ee-1J\Tal{ Call P1'eve11.tiol1
FSH delivers Tlu"ee-\!\7ay Call Prevention technology that automatically detects an.d
diScOlU1ects attempts .by an 0utside party to engage a three-"lNay .call. hlillate calls
discOlU1ected due to tlu-ee-1,vay call attempts are recorded on Call Detail Records, so th.e
o1.1tside accomplice's munber can be added .to the inmate's "resh'icted list.
II
Ca.ll Blocking
FSH can block access to virtually, an milimited number of l1-digit phone numbers or enm:e
classes of dialirlg froID any inmate phone. Resu:icted numbers can be progTamm.ed into the
system at no charge, either by yom system admiJ.1istrator or frOID a remote FSH location. Call
blocking prevents hal"assing phone calls to correctional facility employees, judges, laVlTyers,
lmov,m crimlll.al associates an.d other individuals or entities "lI\Tho wish not to be contacted by
inmates.
Pin Control Featu1'es
I
.
.
Eacll inmate may optionally be assigned a Personal Identification NumbeT. This PIN is used
to h'aclcllldividual calls an.d minimize fraud. Using PlN Control, each inmate CEU1 be
res'b:icted to calling only approved numbers on all. :il}IDate-specilic list. iilly PIN CCUl. be
,
.
'disabled at yqur command, re1.7
0ldng a specific inmate's phone privileges,
.
Reco1'ding/Mo11.ito1'i11.g
The,FSH Secm'ed Calling Solution allows you to m011itor and record :il-q.nate calls using an
integrated digital recOl:iling platfOl"ID. Vf.hemer you need selective or comprehensive
recording, the. recOTc1ing module supports a range of recor.ding features;' as "I"Tell as online
'access to recordings on integrated 1"l.!rrd drives,
INFORlv'lATION TRACKING
T.elephone calls:"-like 'visitations clnd postal deliveries ~ cu"e one of an :ilunate i s few l:ilu(s to
the outside world, a liJ:li< that must be monitored and conh'olled to prevent abuse and
maintain security. The FSH Secmed Calling Solution enables you 'to mainta:ill tight control
over the flow of information into and out of your facility ,,,rithan on-site or remote central
processing computer. This computer organizes, evaluates and maintains system umctiol1S!
Pill conb:ols Emd :information collected from inmate calling patten1S'. Cilll"ecords are stored.
ll1 'an independent memory unit that CalU10t be affected by loss of power, safeguarding tli.e
jntegrit)7 of your database. As all optlol1al service, FSH Call pl'Ovide a professional
adminish'ator to mal1age the operation of yom' system,
Vvith .th.e power afthe FSH i11.form.atio.11. tracking syste111., i11.111.ate
callers have no ch.oice but to play by yaut rules.
October 3, 2005.
Page 21 of Bt4fl (111 6' C
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone 'System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Call Detail Recotds
V\That calls aTe being made, 'i~7hen, to vdl.om and hOl"7 often? Detailed kn.o"wle<;ige ot'inmate
calling patterns is vital to a secme phone system. FSH Call Detail Records log til.e time} date}
ilUl1ate telephone nUll1ber and location} mm1ber l'eached and d"Lll~ation of each calL The
information gained tlu'ough Call Detail Records can reveal significant calling patterns that
will help you prevent phone system abuse before it gets s t a r t e d : '
.
Call Tinting
To emmce rules and prevent a few individuals from monopolizili.g the phones} FSH Call
Timing places an a:utomatic time limit on' each call. Call dm;ation limits are set at the
discr.etion of the facility all.d easily changed.
Ti111..e OfDa1i On/Off
".
You may want to restrict inmate calling to the 'outside at certail1 times of day or night. Using
Time of Day On/Off} you can deactivate and restore tl1e inmate phone service at your
discretion,
Call Recording.
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vVhen investigative requirements drive tll.e need for inmate call recording, FSH's :infmmatj.on
.
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systems provide a secure and flexible means. of revie"l1\r:ing peri;:i.nent calls. Password- ,
protected access el1Sures that only investigators vlrith a need to 1<J.10·W can analyze recorded
conversations. Key files 'Cal1 be selected all.d downloaded to an alternate storage media fm
support of legal proceedings..
.
DELIVERING ADDED-V ALDEr EVERY· DAY!
TI1e FSH SecL1J~ed Calling Solution is more than a phone for inmates: it's an integrated system
of security' cOll,trols} information tracking and high-end mal1agement features, all at your
command. A host of value-ac;lded applications that expand your authority are also available
based on the lUlique needs ofyourfacility. TIl.ese include:
Biometric Monitoring Syste111B
TI1e FSH Secured. CaJin{g'Solution incorporates use of indusb:y-leading conb'actoi"s focused
on the development and proviSIoning of tl'le latest corrections cOlTlJJ.nmicatio:r;ts applicatiorls
and tecJ:mologYl:including tl1e evel'-c;hanging world of Biomeh'ic Moilitoring System!? V\Tith
these systems, FSH can keep. yom facility on the cutting e4ge of biometric monitoring.
technology.
JVlu.lt7:-Site Netwo'7'7cing
.{
FSH networking .capabilities enable' you to admillister multiple cor:cectional facilities more
easily and efficiently from a single location.
October 3, 2005
page 22 of 54
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State of Washington Department of Corrections
. CRFP6446 - Offender Telephone System, Recording, /vIonitoring
QUALIFICATIONS PROPOSAL
J(ell
Tt\To7'Cl Search
Key \Alard Search pl:ovic1es an enhanced means of revie,Ning call recOTcling lll.fOTma!ion to
assist in h1vestigative efforts. Using the Key l!Vord Search fea'lul"e, previously recorded calls
can bE: search.eel for presence ofkey vlOl"ds and lll.clividual records can be markeel for a more
detailed review.
P,'epaid Calling
"Prepaid c'ards offer the inn1.ate ail. altenl.ative way of pla~g a call that is generally l~ss.
expensjve than placing a collect call. Given limited industry support for international collect
calling, prepaid cards may also be used by facilities to address high demand for ll1.ternational·
CalliJ.lg. TIlese caTds come in a variety of denominations and can·be sQld via/the commissary..
Re111.ote Vlo1']cstations
. Remote workstations enhance the flexibility of om' inmate telephone system by enabling key
ac1m:iIrisb'ators and investigators to access the· system p.atabase from their desks:
Repair Advisoru Se1'vice
In certain circumstances,' facility staff time SP~ll.t on minor repair issues may. be greatly
reduced tlu'ough use of the :FSH RepaiJ.· Advisory Service. Access to a tqll free number and an
automated voice p1ail system is provided inmates for reporting of ~6r repan" or c;;;.lli.ng
'. problems. No live operators are involved in the compl'aint process and all calls 8J:e logg~d.
Issue resolution is handled by the FSH Inmate Service C~li.ter quickly and efficiently.
to
Electronic ]I!ressa~e Exchange (ElliE)
Tit addition to the many, many supaior call placement options, secure system and dedicated
account support, we are extremely pleased to offer an exclusive correspondence solution.
Electronic Message Excl1.ange (EME) is a prodlicto'f Value-Added Commmucations and-is
peing marketed exclusively by FSH to its customers. EME is.NOT email.itisNOTintern.et
access.for inmates, Elvrnis designed to compete I"lith regulaT mail!
.
ElviE secm"ely passes messages between th~ iJ::tmate ali.d their outside contacts. DiStributed
ali.d conb"olled by current Corrections Staff. Inmates do not need access to a computer or the
internet. EME u~es preset criteria, designated by the.facility, to' filter selected messages forviev,ring prior to releasing to the intended party.
V\lhat can this do foi" you? Reduce recidivism rate by keeping timely c01Ulections betvveen the
ll1mate and others, th~ faith COlTl.:Q.11.U1ity and 'other outreach programs aTe interested in l.lSll1g
El'v1E as a way to help support iJ.Ul1.ates d1.irulg 'their incarceration al1.d help -in th~il" transi-q.on
bacl( into the cOIDIDmuty. EME ~an generate additional fw.lds for the State. Increased
intelligence _gathering increases seCUl~ty. Eliminates hazardous. material or -contraband
hallclling by staff. Proven to actually reduce mail room staff load!
October 3, 2005
Page 23 of 54
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State of Washington Department of Correotions
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
EXPERIENCE & RELLABILITY
The FSH Secured Calling Solution delivers service and teclmology OIl your term.s, ,,,Tith quick
cOlmections, clear sigrlals all.d tough, tamper-resistant phones that stand up to abuse. Our
scalable and feature:..rich technology platform is design.ed with your availability req1.:dremell.ts
hl mind. Remote monitoring and diagnostic pmced1.U"es help to troubleshoot and resolve
problems before they become a service issue. Proactive maintenance ensures that complaints
. are kept to a minimum, freeing you to focus on other, more pressing issues. Combined ,,,dth
our commitment to delivering the best valu.e for your facilities, FSH offers a complete inmate
communications solution 1/0U can f.rust..
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FSH Communications' Acco1.Ul.t . '
Team believes that the ulf::i.mate success of th.e inmate
.
telephone prog~am relies on Gov.emment alld Industry ,,,Torldng togetheL 11\7 e trust that INA
DOC 'will be delighted with a FSH selection because of:
vVhowe are and what we bring to the-Administration and this pl'Ocurement
• Key elements of a tec1:mical and ffia11.agement solution based on communication and
relationship ma11.agen"tent
.
• How working vvith the FSH Accolmt Team makes good bus:iness sense.
As a company ser"iring INashington,FSH views strong account ma11.agement backed by
commitment to the community as hnportant. Those who contribute have a vested inter~st iIi
great performance. In addition~ FSH recogIrizesthevaJ.ue of continuity for prevailing success.
~SH 'will continue to provide INA. DOC with the finest combhl.ation of netv\Tork, service,
. corn:pensatiol1., and'support available. In order to meet this 4l.allenge, FSH has teamed with
'lAC and GTL
'
,
'
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.TIleitems below higliligl:rt both the corporate and teclmological strengtb.s of the parhl.ership.
.
.• Quality ser,rice response in a harsh env:iJ.·0~m1ent
Proven netVIrork adaptable to fL1ture needs
EA,1'erienced, professional conm1.unicatiol1.s persolU1.el
Financial sb:ength and corporate stability
}'SH provides local exchange sendee in H westem states, andINA.DOC can depend on the·
proven qualities that FSH off~rs:
'.
Q1,.lality Local and h1.traLATA COlU1.ections .
Competitive'Compensation
Contract Ma11.agement senrices from a single source
Superior network equipment
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October3,2005
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State Df Washington Deparlment of Corrections
CRFP6446- Offender Teiephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Due to OUT vast e~'}?erierl.ce and k1~OI.\!ledge of tl,e inll1.ate market, FSH is extren~ely qualified
to be tl~e single point of contact fOT all inmate telephone equipment and services pTesentec1 in
OLD" RFP. Our company will act as "PTime" con:b."actor CUld,o\rill serve as tl,e single point of
contact betlNeen INA DOC and all aspects of the inmate telephone seT\Tice described III this
TespOllse.
FSH has also formed a sU'ategic alliance with V AC and GTL fOT the p1"Ovi~ion of ipl1,late
telephone equipment and Long Dist:'Ulce services. International calls will be comlected via
prepaid collect or debit. V\7hile equipment technology is an impOTtant consideration; FSH
also brings tlle shengtll, experience and ability to focus on managing tlle day to day .
operations of an aCc01mt the size of WA DOC. Vve understand tlle chEll"lghl.g environment ~
the corrections market including the requirement to conu'ol call rates. 'This challenge l'equires
the ability-to balance between commissions and call rates and is reflected in FSH's proposal.
Should we be awarded the ,opportunity,. FSH has assigned highly qualified prqject m2magers
to oversee the State's trcul.sition and installation project. A complete support team will
conmi.ue to ensure the State receives the best service EIlld SUppOTt available on an ongoing
basis.Tl~e FSH pledges tb tll.e State tllat it will provide dedicated local, ~'Perienced, service
tedD:cicians all;d staff support for gucu'anteed quick response.
FSH Companv and Staff Background - c01nmitme7it,
teamwork~
accountability, innovation ani!
transparent!
FSH brings the su'ength, e~'}?erience, and ability to focus· on managing tlle day to day
operations of critical service to tlle WA DOC lll.Ill.ate phone system. '.Me -p1l.derstaJ.ed the
changing envirOll.Ill.ent h, the corrections market and believe effective account management
for INA DOC requD:es an e>.'}?erienced, professional Account ManageI' based in the ar~ea.
1'v1s. JOffima Sissons is the FSH Account, Executive assigne~ to be your pOllet of contact.
J08l1na is located at 1600 7tll Avenue, Room 2604 Seattle, Washington 98191, and can be
reached at' (800) 275-0616. JOEll1l1a's fax number is (206)345-??55 and her. eITl;ail address is
T08l11la.Sissons@q'~Test.Com. Ms. Sissons has spent 27 years in the telecommmucations
business, tlle last 12 dedicated solely to tlle provision of inmate telephone service. TIl.e
dedication and direct responsibility take~l by YOUI' Accolmt Managei' provides ·\tVA DOC witll.
a slllgle POhlt of contact in· the ,q:eas of service, rep an', support, vendor management, .culd
'contract negotiations.
.
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FSH also provides installation, maintenance ffild repair of alllll.Ill.atepllone~ ari.d associated
v\mlng and :infrasu'uchrre to WA DOC facilities. TIlese ·n.mctions of FSH are provided at no
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CRFP6446 - Offender Teiephone System, Recording, MonItoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
-
cost to INA DOC: As a general rule FSH mainta:ins a surplus of inmate telephone equipment
Ol:-site to meet the rigorous needs of th.e inmate telephone enVir011111.ent. All inmate
telephones are serviced and cleaned on a regula}" basis also at no cost to \Iv A DOC.
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At FSH Vle pride ourselves on bed.ll.g lean and agile.. 'Nhat this means to ,!VA DOC is that in
addition to a dedicated staff C?£ Washington.;.based employees and a single point of contact
(1'I'1s. JOal~ma Sissons) "V\7ho is responsible fOT the fulfillment of the contract terms and
management of om selected technology vendOT; the State has the immediate attention of FSH
seJ;1ior leadership and its executive body.
It is om. philosophy of team work, creative problem solving innovative and dyT1.amic
relationships that allow us to be. especially l'esponsive to. our' ~1.1stomers. We emphasize
personal accountability in all11\re ,do - no matter the level of employee.
l
. Although today FSH is primarily a Public and fumate Telephone Services pl'Ovider it intends
to evolve into otll.er services al'ld technology, ,ATe are actively engaged with several cutting
edge entreprenems who \ivill anow 1.1S to bring additiomi,l sol~ltions to tl1.e public and imnate
markets over tlle term of the conh'act.
WA DOC Cal1 be assured tllat it may call upon anyone of the FSH team, from our CEO Dorl
Goens to our adm:iJ.ush'ative sta££ all.d will receive the same high quality customer service.
FSH is minority oV\rned arid our organization is ver)r diverseJ purposelYI as we Ull.dersta.l'ld
th.e\~aJ.ue of the c'onhibutions ilmerent iIi. the wor1.'Place. ,life .are as varied etluucally, in
gendel'J eA.-pertiseJ culuu-al arid religious backgT01mdsJ age, al'ld abilities as any company who
has agenu:iJ.~e comrnitmemt to fau: and equal treatment of its employees and customers,
FSH C"L1rrently has over 200 employees
and 10'conh'actors in its employ.
FSH Comm1.micatio~s pill'chased the assets of the Qwest Public Access Solutions (PAS)
division (tll.e public and :irunate pay telephone gmup of Qwest's) in 200;.1. Qv,7est like m1=\l1Y
.of tlle otl1er telephone compalues 'in tl1e Uluted States, determined. that PAS il\7as not part of
its str'ategic pl'oductfu~e all.d tl1erefore sought a b'l.1);er who ~l\r01.Ud continue to serve tll.e
customer base with .the same attention and ·dedication. FSH is.fully funded, has .tl1.e .customer
base to sustain itself, the bacldng of Qwest and tl'le support of premier technology associates
such as VAC all.d GTL.. In essence 'we have been Jin business I since pay telephones were
i11-'D ented.!
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Our enm'e executive body and staff are senior veterans having worked in the 'payphone
divisions' of QwestJ US VlESTJ SBC, Amelitecl'l, Verizol1., and mal1Y otl'lers; The average
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CRFP6446 - Offender Telephone System, Reco~ding, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
11.1.imber of l/ea:rs senn:l1f! the Public Telephone Markets is 20 1/ears, and o'oer 30 venrs 'u1ol'kinQ i71 the
Telecommunications industnr!
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This company ,,,Tas fOrll1.ed to specifically serve this maJ:ket alld havlllg acquired the entire.
asset base of tools) h'L1Ck.S) systems, compilters, phones, spal'e parts) etc. from Qil\7est the
h'ansition has essentially been tJ:anspal'ent to the customers and end users, Appmximatelv
half of ti1.e FSH staff (and nearlv 100% of its managers) ,,,-Tere foimel'ly emploYed by Owest
Public Access Solutions and were directly hired by FSH due to their e),.'pertise and
dedication to the market and its customers,
.
FsH has employed many of the sam.e individuals it\T~10 were part of the Qwest Public Access
Solutions division (payphone group) and therefol'e has had little h"aining requirements, IN e
continue to employee technicians who have specialized in the public telephone pusiness,
. which further reduces technical training time. Our salary and benefits are commiserate an~
,often exceed companies of similar size al'ld industry. FSH offers a robust benefii;E; and
vacation plan.
We do) hm"lei~'er) place 'considerable emphasis on customer service alld cross-training. FSH
maintains a robust Dlwne reference and TI"ro,rring program) Info Buddy,.}'\Thidl provides
.
detailed iristruCtiOllS on everything from tariffs, to payphone pl'Ogrammii~g) to conTI"act / legal
parameters ror tl~e compali.y. TIus matei"ial is continuously updated by a dedicated resource
(program manager),
FSH proposes a reliable al'ld ·seCL1I~ inmat~ telephone system t11.at will be served~by best ili.
dass employees. TIlis team will be lead by JoaIlna Sissons asWA DOC's single point of
contact. FSH intends to rninimize disrupt;i.ol1 to the State's facilities during the conh"act tel'ID
and will demonsh'ate tl'le highly ,sophisticated' and secme, yet simple to operate, :inmate
teleph9ne system.
~SH
will be respon;:dble fOl' t11.e contract with the State and will provision. all aspects of
services related to the llmi.~te telephone system, including local al'ld all long distal1.ce service.
.
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FSH will use only current1Yillanufactured and tec1uucally supported equipment for the tel'ID
of ·the conh"act. TIle scalable functionality ,of the proposed $)~steJ;l1 will allOi"T th.e State t11.e
flexibility it will require over the term to .change and grow as its needs dictate, The
employees assigned to \IvA DOC ate lughly expelienced in the Coxrectiol1s' :industry.
? .
October 3, 2005
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CRFP6446- Offender Telephone System, Recording, Monitoring
Siaie of Washington Department of'Correctlons
QUALIFICATIONS PROPOSAL·
CurrentlYJ FSH sel"vices ovel; 170 correctional facilities across ti1.e \Nest \I\Tith l1l.ore than 10,000
il1mate telephones. Among those 170 facilities are most of ti1.e COl.mty facilitieE! ill.
iNashington. And some of the largest and most visible Detention Facilities in the nation:
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Salt Lake COl.mty in Salt Lake City} UT
Denver City and COtmty} Denver} CO
Hennepin Com1.ty in lVlinneapolis} MN
l/ofashington Deparhnent of Cone~ons
Oregon Department of Corrections
Colorado Depali:ment of Corrections
Arizona Deparhnent of Corrections
Utah Department of Corrections
October 3, 2005 -
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Page 28 of 54
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Siale of Washington Department of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
6.7.1.1 (MS -10.0) ReferenceslExperience
List at least three and no more than five vendor references for which the vendOJ' has provided offender
telephone systems similar to that sought through this RFP. Describe tl)e specific experiences the
vendor and subcontractors have had in 'providing inmate telephone systems and ,services. Clearly
d~scribe the scope and scale ofthe services provided for each eA-perience, including whether the
experience was that of the prime contractor or subcontractor. Limit the description of each experience
to five pages or less. Each description can include either the Vendor or a subcontractor(s} or both.
Describe how each experience applies to the following:
Design and implementation of system wide or local offender phone, systems"
Billing/payments
Customer/public relations
Management of subcontractors
Maintenanqe/repair
Troubleshooting/response
Monitoring/recording integration
Other
References muSt contain the :finn's name, contact's name, ~d phone number. The score will be
based on a review of the vendor's response and the information obtained by the Department from the
listed vendor references. The Department may, at its option, contact other:vendor customers with,
whom the vendor has con1;racted and use such information obtained in scoring this item.
..,.. FSH Response:,
FSH believes that our CUl1.·ent customers are our best advocates in conveyll1.g their
satisfactiol": with om service~, creative. problem solving, commitment and passion. Vle
highly encourage WA DOC to contact each of our references and ask them three
quesuoILS:
a. Explain YOUI' satisraction with yOUI' Acco~t Executive and the FSH (fo:r.m.erly
Qwest's) team's commitmentto your needs?
-b. How would you describe'the quality of :their services ana. product?
c. Are you treate~fairlyand honestly?
Reference Name:
Contact's
Maricopa County, AZ
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Name:
Linda Christophel
102 W. Madison Street,
Phoenix, AZ, 85003
!'h"lmber:
602-876-1672
FAX: 602-876-2672
Are we the Prime or
FSH is the pr.ime contractor
Contact Telephone
I christophelrcv.mcso.rnaricopa.qov
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State of Washington Department of Corrections
CRFP6446·- Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL.
Subcontractor:
DescriptiDnof Telephone Service Dr Program(s) proVided:
Describe the specific
experience: (use the
Inmate Telephone Service for 900 phones located in nine separate
criteria below)
Maricopa County facilities ..
.. Design and implementation Description of administration and services that support the
of system wide or local
above mentioned Program(s):
offender-phone systems
With the addition of two new jails that opened in 2005, ·there are 900
• Billing/payments
telephones and 12,000 inmates. Qwest is the "Prime" contractor for
• CustomerJpublic relations
all Inmate Telephone ServIces at Maricopa County Sheriff's Office
facilities in and around Phoenix and FSH is·the lead subcontractor for
"' Management of
Owest, .. responsible for all day to day operations of the inmate
subcontractors
telephone system. FSH supports six main jail facilities, two
"' Mairitenancelrepair
.
.
substations and a County Hosp!tal ward with high-security inmate
"' Troubleshooting/response
telephone equipment.
FSH is responsible for the installation,
"' Monitoring/recording
maintenance, and repair of the inmate telephones·, lines, and fiber
integration
.
optic equipment, and oversees the successful completion of all local
and IntraLATA inmate· calls and insures the proper billing, collection;
.. Other
and commission payments are made on all call types.
_
Approximate date(s) of services provided:
As Mountain pell, then U S WEST, then Owest, and now as FSH
Communications, our team has provided continuous inmate services
to Maricopa County for over 20 years. The service record at Maricopa
County locations· has been excellent, and we are proud to inClude
Maricopa County as a reference for this proposal response.
Design and implementation of system wide or local offender
phone systems
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FSH works directly with Maricopa County to incorporate customized
features into the system. As ,an example, we recently added a feature
that allows inmates PIN's to only be used in the Pods in which they
are housed. PIN swapping by inmates can hinder investigations, but
with the PIN to Pod Level feature, an inmate PIN can only be used on
the phones in his/her housing unit.
Billing/payments
FSH is responsible for insuring that c'ommission payments reach·
TVlai-icopa County on time and in the correct amount, and recently
remitted·a check for several mi.llion dollars to Maricopa County as an
annual· commission payment FSH is currently assisting Maricopa
County in auditing revenue and com·mission records of a
subcontracted Long Distance Carrier. Should discrepancies be
uncovered, FSH will assist Maricopa County in finding alternative
carriers· and overseeing .the transition process. FSH records have
never been audited or questioned by Maricopa County..
Custo~er/publicrelation.s
FSH supports Maricopa ·County charitable events, and has used
Maricopa County in past advertising.
Management of subcontractors
October 3, 2005
Page 30 of 54
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
FSH supervises' all day to day activities and service providers
associated with the inmate telephone system.
Maintenance/r~pair
FSH is responsible for the maintenance and repair of all inmate
telephone sets and associated wiring, and we supervise. thE?
maintenance and· repair of the computerized inmate calling system
provided by our vendor subcontractor.
Troubleshooting/response
FSH provides for system administration support "on site" at Maricopa
County full time. After hours and on weekends and Holidays these
technicians are on-call with guaranteed 4~hour response time in
emergency situations. .
Monitoring/recording integ ration
All monitoring and recording equipment is integrated into the. inmate
'calling platform. All calls, with the exception of pri\(i1eged attorney
calls, are recorded and retained for one year "on line" and are
available for immediate playback. Maricopa County also utilizes
numerous employees whose job it is to live monitor inmate calling on
a raf.ldom basis. This concept was developed under FSH's gU'idance
and integrated into the system by our vendor subcontractor.
Reference Name:
Colorado Department of Corrections
Contact's Name:
Sue Grisenti
275 W Hwy. 50
Canyon City, CO 81215
Contact Tel~phone
Number:
. (.719 ) 269-4262
Fax: ( 719 )269-4260'
Sue. GrisentiiWdoc.state.co. us
Are we the Prime or
Subcontractor:'
FSH and VAC are subcontractors
Descr.ibe the specific
experience: (use the' .
criteria below)
Description of Telephone Service or Program(s) provided:'
•
•
•
•
•
Inmate Telepho~e Service for 328 phones.
'. Description of .administration and services that support the
Design and implementation
above. mentioned Program(s):
of system wide or Ipcal
There are 328 telephones and 14,000 inmates. VAC ·has ,been
offender phone systems
providing the inmate ca'J.I processing t8c;hnology for the State of
Billing/payments
Colorado for the past six years. At present, the. project is being'
Customer/public relations
upgr.aded to utilize the System 100 technology for all 22in$titutions.'
,. .
The platform is WAN based and supports an integrated solution of
Management of
debit and collect calIing ,as well as full channel monitoring and
subcontractors
recording.
MaintenanceJrepair
Approximate date(s) of services provid.ed:
-'-'
October 3,2005
State of Washington Department of Corrections
CRFP6446 - Offender Teiephons System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
.....'9'....
Troubleshootinglresponse
• .Monitoring/recol-ding
. integration
b
.. other
FSH/Qwest has provided inmate service with VAC for the past nine
years .
Design and implementation of system wide or' iDeal offender
phone systems
The design and implementation of the inmate telephone system was
joined developed by Colorado DOC and Qwest Communications
(now FSH).
Billing/payments
FSH pays commission payments generated from the Value Added
Communications system reports. FSH's commission check is sent to
MCI who then sends a siT}gle commission payment to Colorado DOC
with detailed backup.
Management of ~ubcontractors
MCI is the Prime Contractor for Colorado DOC and FSH fun~tions as
a subcontractor providing all inmate telephone sets and lines that
carry all local. and intra-lata traffic
Maintenance/repair
FSH is responsible for the' maintenance and repair of all inmate
telephone sets maintenance and repair Df the computerized inmate
calling system is superyjse~byMCI the Prime ccmtractor.
Troubieshoofing/response
FSH provides for system adrT1inistration support "on site" ~t Colorado.
DOC full time. After hours ana on weekends and Holidays these
technicians are on-call with guaranteed 4-hour resppnse time in
.emergency situations.
MonitoringJrecording integration
All monitoring and recording equipment is integrated into the inmate
calling platform. All c,alls, with the exception of privileged attorney
calls, are recorded and retained for one year "on. line" and are
available for immediate piayback.. Cplorado DOC .also utilizes
numerous employees whose job it is to live monitor inmate calling on
a' random basis.
.
\'
.
.Reference Name:
State of Oregon Department of Corrections
Contact's Name: .
Steve White or Greg Sapaugh
2575 Center St NE,
:
Salem, OR 97302
Contact Telephone
Number:
(503) 947-1015
'Fax: ( 503 ) 373-117-3
"
I'
October 3, 2005
Page 32 of 54
000277
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CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
.
...........',
steverwhitercD.doc.state. or. us
Are we the Prime or
Subcontractor:
De~cribethespecffic
experience: (use the
criteria below)
• Designand
implementation ofsystem
wide or local offender
phone systems
• Billing/payments
• Customer/public relations
• Management of
subcontractors
I
• Maintenance/repair
I
• Troubleshooting/response
I
I
• Monitoring/recording
integration
• other
FSH is the prime contractor
Complete State-Wide System Chan'ge out to Integrated
. MOJ:litoring and Recording
FSH, and as formerly Qwest and U S WEST, has provided inmate
telephone service to the State of Oregon since inception there. The
VAC system was trialed at one large site for a year in 2003. After a
successful trial period, all sites were converted from T-NETIX call
control platforms wi.th Dictaphone equipment to VAC sites with
integrated monitoring and recording in 2004. Other features added'
were a Debit syst~m, Allowed Cal.! List and PIN's.
Network is
pr.ovided through Qwest for local" and intraLATA service· and GTL
(formerly AT&T) for long distance service.
Design and Implementation of system wide or local offender
phone systems
•
FSH and VAC designed a' total system wide area network
configuration which ties in all 13 .State of Oregon correctional facilities
together. This netWork includes the headquarters location in Salem;
Oregon and allows all sites and headquarters the ability to acceSB
and monitor recordings at all other sites. A Project Manager was
assigned to oversee the installation of the network and call control
platform at each site arid to coordinate directly with headquarters and
each facility for a smooth transition. All involved State parties are
included in coordination calls and are included in all correspondence.
regarding the installation. .This includes the appropriate State IT
personnel associated with the project. Regtllar coordination calls are
held to develop an acceptable install schedule and allow for the
appropriate people to be on site 'for cutover.' 'Check' lists are
developed and work.ed through' to completion. ,Systems were
changed over and networked together ahead of the debit feature turn
up system wide. Most recently an pllowed call list application is in
process for turn up in October. FSH and VAC are working closely
with the State to oversee the project, smooth out the process and
'.
assure another flawless transition.
BiIlingJpa)rment
FSH pays the State of Oregoh.a Guaranteed commission payment
quarterly each' year of the contract which expires in 201.0.
Commission payments. are sent from the subcontractor (GTL) directly.
to FSH however the State receives one check from FSH directly for
all services:
.
Management of Subcontractors
,
FSH is 'the prime contractor and manages all issues relating to the
. I
October 3, 2005
Page 33 of 54
0002'78
·-1
CRFP6446 - Offendar Telephone System, Recording, Monitoring
state of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
inmate telephone service through the appropriate VAC and GTL
personnel to resolution or completion.
Maintenance and Repair
FSH provides one humber for all State of Oregon' repair and
maintenance issues. This number is used to assure tracking of
trouble tickets are in place and provides a history of what has taken
place with each site and the account overall. There is a second 800
number provided through speed dial for inmates to call dire"ctly for
repair of telephones and questions on debit accounts.· This number is
answered by an automated operator so there are no live operators
involved whatsoever. FSH personnel, who deal only with inmate
telephone issues, prune off the calls on a regular bases and issue
repair tickets as needed. This has saved the State of Oregon· the
time in dealing with inmate complaints.
VAC also has a TAC center that is open 24/7 to handle repair issues.
They are able to monitor and handle trouble. remotely many times
before the site is even aware there is a problem. They can access
.the sites remotely to deal with trouble tickets received and even
before there' is one issued.
Bemote maintenance. is provided
regularly to assure their high percentage of uptime continues.'
..
Reference Name:
. State of Washington Department of Cor-rections Airway Heights Correction Center & State Penitentiary
Contact's Name:
Jerry Shuemaker
-
Harold Lee
1313 N. 13th Ave
1)-919 W. Sprague Ave,
'Airway Heights-, WA 99001
Contact Telephone
Number:
,
Walla Walla, WA 99362
526~6318
( 509 ) 244-6770
( 509 )
shumakerrc:D.doc1.wa.goY
helee@doc1.wa.gov
Are we the Prime or
Subcontractor:
FSH and VAC are subcontractors to GTL
.Descl·ibe the specific
experience: (use the
criteria below)
Description of Telephone Service or Program(s) provided:
• Design and
implementation of system
wide or local offender
phone systems
-
Inmate Telephone Service at the.Washington State Penn and Airway
Heights specifically. These two sites are set up on a trail bases for
the last two year.s wj~h VAC inmate call control equipment.
Description of administration and services that support the
aboVe mentioned Program(s):
r
October 3, 2005
Page 34 of
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56 00 279 .
CRFP6446 - Offender Telephone System. Recording. Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
.. Billing/payments
" CustomerJpubIic relations
5
Management of
subcontractors
&
Maintenance/repair
&
Troubleshooting/response
• MonitoringJrecording
.integration
• other
FSH is inciLiding the following two State of Washington sites as one
reference: These sites are managed by FSH and were changed out
to the VAC system on a trial bases. This was at FSH's request and
with the agreement of AT&T/GTL and DOC headquarters. FSH felt it
our responsibility to offer the opportunity for the State to experience
new technology with a vendor that agreed Vl!.ith the FSH/Qwest vision
of providing excellent customer service along with superior .
equipment. We strongly believe that these two sites have
experienced What FSH promised and therefore deserve to be shown
as a reference in the FSH bid response to the State of Washington
DOC.
Approximate c!ate(s) of services provided:
VAC call control systems were installed" at both sites apprOXimately
two years ago. These systems replaced. the T-hl)::TIXcall control
platforms with Dictaphone monitoring and recording as a trial of new
technology. Both sites use the VAC PIN system and have integrated
monitoring and recording function. System installs were coordinated
with a project manager assigned by FSH/Qwest, WADOC site
contacts and appropriate WAQOC IT personnel's approval.
The
entire team worked together for a flawless transition. .
Design and implementation of system wide or local offender
phone systems
.
At the present time both sites are stand alone, put the WADOC plan
is to integrate both of them into a WAI\! based sy~tem incorporating
all ~ites with one vendor platform.
Billing/payments
FSH and GTL pay commissions one year in advance to the State of
Washington DOC with a true up at year -end.
.
.Cus!om.erfpubiic relations
FSH has carefully watched over the needs of the FSH WADOC
facilities. Our focus has been on what is in the best interest of the
State and made slire that headquarters staff has stayed informed of
any issues involving the FSH sites. It is believed that Headquarters"
staff and site personnel trust that they C8f1 depend on ,FSH's
continued support and focus regarding all "inmate telephone and·
system issues..
Management of subcontractors
FSH is not the prime for thE? WADOC account but is very involved
. and hands on with all of the FSH sites within the WADOC system.
Maintenanc'eJrepair
October 3,2005
Page 3Q.9l
lto 0280
CRFP6446 - Offender Telephone Sysiem, Recording, fvJoniioring
staie of Washingion Departmeni Qf Corrections
QUALIFICATIONS PROPOSAL
FSH is responsible for the maintenance and repair of all inmate
telephone sets and associated wiring within the FSH/WADOC
facilities.
FSH supervises the maintenance and repair of the
computerized inmate calling system provided by our ?ubcontractor's
for all of the WADOC/FSH sites, FSH provides one 24/7 telephone
number for all repa'ir or if the site chooses they may call the VAC 24/7
number for system related issues.
.
Trouble~hooting/response
All VAC system softWare upgrades are done only after n~tification
and approval of FSH, If any chance of system .downtime, the site will
be notified. This type of software upgrade is generally done in the
evening when the phones are, off for the night All major repairs are'
completed within a 4 hour timeframe and minor repair. within 24
hou~,
'
Monitoring/recording integration
As part of the trial for the Washington State Penn and Airway Heights
facilities, FSH removed the Dictaphone recording and monitoring and
,installed an integrated VAC solution at those two sites,
Other
WADOC/GTUFSH facilities have different inmate call control·
platform's and Monitoring and recording solutions. than Washington
State Penn and Airway Heights.
Reference Name:
United States Federal Bureau of-Prisons
Contact's' Name:
David Casillas
320 First Street, NW
Washington; DC 20534,
-
,
-
Contact Telephone
Number:
(202) 616-2060
Are we the Prime. or
Subcontractor:
VAC is and has been a subcontractor in support of the FBOP to
Computer Sciences Corporation (CSC) for current ITS"2 contract and
toUnisys for the new ITS-3 contract award.
Describe the specific
experience: (use the
criteria below)
Description of Telephone Service or Program(s) provided:
• Design and
implementation of syster:n
wide or-local offender
phone systems
October 3, 2005 .
The FBQP is comprised of 104 networked" facilities, an estimated
188,000 inmates, with over 6,000 phones, over 600 Vl(orkstations;
processing almostAO million call transactions per year t9 which VAC
provides the complete technology and support of their integrated
recording and monitoring system.
VAC provides all call processing, technical assistance, regulatory
reporting, and software support. VAC is also the tariffed carrier orall
Page 36. of
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CRFP6446 - Off.ender Telephone System,Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
.. Billing/payments
.. Customer/public'relations
Management of
subcontractors
" lViaintenance/repair
collect calls. The VAC system illtelfaces with the ATG Trufacs
commissary system for funds transfer to the inmates' telephone
accounts. In, addition, VAC wrote the interface to the FBOP's Sentry
inmate tracking system which manages all inmate movement and
.
status thl"Oughout the Federal Prison System.
Description of administration and services that support the
above mentioned Program(s):
" Troubleshooting/response
" Monitoring/recording
integration
VAC - as subcontractor to Computer Sciences Corporation (CSC) for
current ITS-2 contract and to Unisys for the new ITS-3 contract
award.
" other
Approximate date(s)of services provided:
VAC has provided service to the Federal Bureau of Prisons since
1998.
We have consistently met and exceeded the· FBOP"s
expectations to the point that VAC was awarded a second contract
under a new Prime - Unisys - utilizing the VAC inmate call control
platform through August, 2011.
Design and implementation of system wide or local offender
phone systems:
Services Provided: National, multi-site, system-wide, WAN-based
Inmate Call Control System, providing collect, debit, and prepaid
calling capabilities.
VAC provides call processing services, technical assistance,
regulatory reporting, and software support. VAC is the tariff carrier of
all collect calls for the FBOP. VAC also wrote ITS system interfaces
into tl:1e ATG Trufacs cOl}1missary system to transfer funds for use on
the telephone system 'and the FBOP's Sentry inmate tracking system
which manages the movement and status of all inmates throughout
the Federal prison syst~m.
'
Billing/payments
Designated services not proviCiedby VAC
Customer/public relations
,
,
'
Designated services not provided by VAC
Management of sUbcontractor~
Designated services 'not provided by VAC
Maintenance/repair
,
The System 100 was put to the test in a 10 month study at the
Federal Bureau of Prisons. The tabulated results reveal less than
one minute of down time per mon~h.
October 3~ 2005
Page 37 o{54: n n
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State of Washington Deparlment of Corrections
CRFP6446 - Offender Telephone System. Recording, Monitoring
QUALIFICATIONS PROPOSAL
'Average Downtime per site pet- month is 35 seconds. S~/stem
Availability Percentage is 99.9988%.
Troubleshooting/response
VAC provides on site and rem'ote troubleshooting as required.
.
,
6.7.1.2 (MS - 6.0) Vendor Resources
Provide brief one-page resumes of the s:ingle point of contact and any other individual presently
employed by the vendor or stated subcontractors who will be responsible to ensure vendor
perfonnance and customer (DOC, offender, and public users) satisfaction with the services provided.
Provide documentation sho'Wing arrangements made with local exchange carriers to allow offenders to
make collect calls. The score will be based on review of resumes provided., contact "'lith references
included within the resumes, and the extent of arrangements made with local exchange camers.
Include the follo:wing information" at a minimum, for each person identified: .
Name Position, roles,andresponsibilities served in past engagements D~scriptionofkey specialties
and abilities Description of education. and training References for the past engagements
;. FSH Response:'
.
' .
FSH brlll.gs. the strengtl'l, e>"'}Jerience, and ability: to fpcl1s all. manag41.g t!.l.e day to day
operations of critical service to the VvA DOC inmate phone. system. '\1\1 e understand the
changing environment in the corrections market and believe effective aCC01.mt',
management for WA DOC requires an experienced, professional Account Exec:utive
based in the area. Ms. loanna Sissons is the psS A.ccountExetutive assigned to be
your point of contact for any questions or requests concerning the contracted sei\rices.·
which includes (but not limited to) reports. compensation, service and maintenance.
trainin£, etC.
'
The foiloillTing are blief resumes of th~ key personne~ assigJ:led to the State of
"INashlll.gton Deparlment of CorrE;ctions; each description ll1cludes qUalifications,'
education / training / ~Torl< experience, cU1.d references.
Don Goens, President 'of PSH Communications, LLC; the largest lll.dependently DINned
pay phone company lll. tll.e United States.. From 2003' to 2004, he served as' Vice
President-'\t\7holesale Services, Q~A,7est Comm1.mications, \I\ritll. re~ponsibility for the
Public Cornmimications segment. From 2001 to 2003 he served as President FSH
Enterprises, \I\There he prOVided consl.l1ting to companies such as Urban
Communications a VDSL service prmrider. From 1997 to 2001, Goens served as division
President of SBC Public COIDm1.1rUcations,tll.e largest pay phone cOlnpany in tll.e U.S.~
with over $900 million lll. revenue. He had fL1ll P & L .responsibility for all retail pay
October 3, 2005 .
Page 38 of 54
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O~ ~ ~ o,~
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State of Washjngton Deparimeni of Corrections
CRFP6446 - Offender Telephone System. RecorcJing. Monitoring
QUALIFICATIONS PROPOSAL
phones, imnate calling services al1.d prepaid cards in a 13 state ul.arket. From 1994 to
1997, Goe~1S served as A.m eritech Vice-President of Finance in tvw multi-billion dollar
.
retail divisiOl1S, vI/here he was respo11Sible for all inte1"l1.aJ financial opera~ons. He also
served as Anl.eritech Vice-President of Sale$ and Service for the $3:~ billion consumer
retail business ~nd' Chief Financial Officer of lllinois Bell, the largest subsidial-y of
Ameritech with $3.6 billion in revenue. .
,
Iv1:r. Goe11s has all. MBA in finance and econou-iics from JL. Kellogg Graduate Sel,ool of
Management .alld aB.s. lll"aCc01mting from Indiana University. He is also a CPA.
Michael L. Johnson, Executive Vice President General Counsel & SecretaI\7 for FSH
"
Communications. He has more thall 16 yems ofexperience representing clients in the
teleconuTI'lmicatiOl1S llldush-y and in serving in executive manageme1.t positions. From,
1994 to 200l"Mr. Johnson served .as Vice President General C01.u1.sel fen- the Arneriteel1.
(subsequently SBC) Public Access Business division. In his role, he participated in
numerous industry forUms addressing tl,e tral1Sition from a regulated to a deregulated
payphone environment,' which \I'las ultimately achieved fru-oughfederal mand~te il\rith
the enactment of the TelecomIDl.lnicatio11S Acto£ 1996.
.
,
Prior to 1994, Mr. Johnson served as General Counsel for the Ameritech Telephone
h1dustry Services division, as, well as .ll1 otl1.er senior e01.1nselpositions, Sll1.Ce jo:i.n.lllg
Ameritech in 1989.
Upon graduating from tll-e University of Jv.fichigan Law Sel,ool in Ann ArbOl", J\ilichigan,
Wa, Jo1u1Son began his legal cmeer in 1986, as an associate \l\rith t!-,e Deh'oit based 'law
fum of Dieldnson, V\7right. Be specialized :in employment law and corrunercial
litigation: hl. addition to ,a 1a:lll7 d~gree, Mr. Johnson holds a bachelor an.d masters degree '
lll' ed1.1cation_
, Mic:hael Tatom, Executive Vice President for FSH Communications;'he has more thal,
30 years of telecommUlTIcations eA'Pel"ience in opel"atiol1S all.d executive management.
From 1998 to 20GO,Mr. Tatom served as tl1.e Chief Operating Officer of MacOlnb S.A. de
C.V.(' a CLEC operatlllg in 1'4exico City al1d P1.i.ebla) where he ,,,ras responsiblefOl"
, la1.U1ching tlle business. Using a smart build" tl,at he developed" the company was able
',to grow 17, 000 lines :i11 the first 8 montl,s of opel"ation. From 1997 to 1998 Tatom was
Vice 'Pl'esident of US ,!\Test headquartered in Denver Colorado. MI. Tatom established
t1le Designed Services orgalUzation that provided bl"oadbal1d for ·the 14' state region.
Under his leadership, US ,!\Test la1.U1ched the' fu'st commerci~ DSL sen:ices in, 1997 al1.d
initiated the first field trial of '\1DSL senrice,':Mr. Tatom was also responsible for team
1/
october 3, 2005
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¢;RFP6446 - Offender Telephone System, Recording,
State of Washington Department of Correctrons
Monitorl~g
QUALIFICATIONS PROPOSAL
"':'i"'i'"lf
lTlClnaging the grm"7th and operations budget of the compaJ.~Y aJ.~d VITas able to reduce
capital reguirements by l110l'e Thall 20% in tl1e first year of his leadership. Frou1 1993 .
through 1997, lvh-. Tato:r.n held severa] officer leve] jobs at Ameritech, headquartered in' .
Chicago, minois. 'I(\7}ule Vice President for the Custom Business Unit, he consolidated 28
cent~rs into 5, reducing year over year operating costs by mme thaJ.1 25%. In that san1.e
capacity he was key in lmmching the maJ.1aged services business for A1Tleritech and
negotiated and implemented tl1e largest aJ.1d most pl'ofitable serviceconb.'act in
company history.
lv1r. Tatom holds' an Ullqergraduate degree in buslll.ess administration from Eastern
Kentucky UniversitYr masters in bus:iness in business adlTuni.str·a'l:ion from' Fairleigh
Dickinson University and a certificate lll. advanced mal1agement from Case 'It\Testern
Reserve University.
Steyen LOQ:uans is the Vice President and General Manager, and is a member of the \
executive group at FSH Communications, LLC. . lvfr. LogganS' pre\Tiou.sly was tll.e
Senior Director . fol' OwestCoIIlIDmucations PublicCoIDmmucations business UlUt and
..
.
.
"was instrumental in traJ.15ition.ing tll.is business 1.llut to FSH COlTImml,ications. Mr.
Loggans is responsijJle for Sales, 0peratiol1.Si .Marketir;tg and Product organizations
v\7itlun FSH COmID'LUUcations.
an
1'11"11". LoggaJ.1.S has over 30 years e),,'Perience in tll.e telecoIIUn:.-mications :industry, with the
fums of Motorola, Nortel Netii\7
0rks, Qwest Communications aJ.l.d FSH
Commmllcations. Professional accomp1iSl1Jnents ll1cJ.ude directing the operations of a
.Nortel direct sales aJ.l.d servke orgaJ.1ization supporting Phoenix and Tucson, witll. an
installed base of over 30f OOO lines. VVhile at Motorola, he implemented the first la.Tge
customer ovmed PAP.X systems in .A.ri:zona after the Carterphone decision.
Additionally, Mr. Loggans implemented a customer self-maintenance org-aiu.zation for
these systems.
Mr. LoggaJ.1.S possesses a Bachelor of Science in Buslll.ess Ac1.mirustration from tll.e
University of Phoelux. - Phoenix, Arizona aJ.l.d has completed Oiler 1000classroo:p:l hom's
of programrn.ed trainiJ.l.g :in humah resomces, leadership and labor relations.
Dana Alixander, Sales Director~or FSH Communications, with responsibility of over
300 Retail and Inmate aCCO'Lmts tlu'oughout 17 states.· J\1s. Alixander has over 16 years
telecommunicati~ns' experience in Ope~ations.and Sales MaJ.1ag.ement.
Her current responsibilities include managing the National Retail aJ.l.d Inmate Sales
Team, collaboration witl1 a diverse vendor base, ensuring customer satisfaction. and
providlllg supelior products and services to meet our customers ever changing needs~
October :3, 2005
Page 40 of 54'
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Siate of Was/lingfon Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Morritoring
QUALIFICATIONS PROPOSAL
Ivls. Alixcmder is also the recipient of several prestigious company 811\7ards, alnong them
Platinum Perforin.er in 2002 and Presidenfs ell-cle of Excellence \~7llUl.er in 2003.
.
Prior to her present assigrunent, Ms. Alixander has served as staff m.anager for Qwest
Public Access Solutions, as well as manager for their Customer Service Buslll.ess. Office.
Durlll.g her tenure with Qwest Dex },,1s. Alixa1'lc1er held several senior level positions, .
lll.cludlllg Quality Process },,1anager, Operations l'v1anager, Advertislllg SalE;s 1\1a1l.ager,
and Lead Project Manager on several company projects ll'lcludlllg th.e Year 2000
conversion team.
ME. AJixander has extehsive telecommunications' experience in many diverse business
units in operations, sales and customer contact positions since 1989. She additionally
v,70rks -closely with other market units and vendo;rs within· the industry to pro-vide
el1hanced solutions to FSH customers. She also works closely with Operations,
Customer Service and Product Management to continually ,raise the standard level of
service to our· customers and Witll our vendors.
Ken Jackman is the Director of Operations for "PSH Communications. Mr. Jackmai1
.
=
.
has been wmking .lll the telecommuriicati.ons industry for ov'er
years. He has been·
involved 'with the payphone bUsll'less for tll.e past twenty years, as either the local' field·
manager or as the director. Mr. Jaclanan managed the initial installation of all of the
pay telephones at Denver hlternational Airport during the construction phase ai1.d
opening of tl'le airport. He v,7as also imrolved III otl'ler major projects which include
Coors Field, World'Youth Day in Denver and tll.e first ever CART race in Denver. Ken's
operatiOll.s today encompasses pay phone and 'inmate services for a 16 state area and
includes all activities concelTting ll'lStallatiOll., maintenance} collectiOl'lS} and ~o1.mtit'lg.
a4
Greg-Button is me FSH Customer Service Center Director and is located in Portland}
. Oregon. Mr. Button's team consists of Customer Service Representatives, Tech.n:ical
Repair ali.d Dispatch Representatives.
Pre'viously l\1r. Button enjoyed' a long tenure Witll Qwest Conununications as Local
Network Program/Project MEl11ager, Tecll1ucal Project Manager, System J\1anager}
NetvlOrk/ CDAC Manager, Sales Ma1lager, Human Resource Manager, and Ius first
position as a Residential Service RepTesentative.
£:-!lr. Button was ll'lStrumentalin. developjng a numb~r of relationships witl1. various
LUuversities, schools, and gm:emment agencies fm .tl'le reci'uitInent of qua.Jified and
diverse 'applicant pools. :Mr. Button has previously been appointed by the GovernOI" of
Oregonto serve on tlle 'Coninussion For th,e BliIld' as an employment consultant. .
1'1'11'.' Button is the Founder and President of ACTIFF hwestn"lents 1983 (Limited
Parmership). Involved lli. growlllg an award WllU'ling investment club. 'Responsible for
~',
.....
October 3, 2005
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StBte of. Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
the education of all 20 parhl.ers in teaching the PTlll.cipals of ilwesting in tll.e global
security market.
'
He also serves as Em independent co-'h"ustee of all. estate b'Ust'V\7itll all fiduciary
responsibility and iNas an ATbitrator for tll.e Portla:n.d Better Business B1.1reau from 1980
to 1999 solving consumer complaints iJ\7ith manufachues of products and services,
through binding arbit-ration.
lVIr. Button has an l\.ffiA in Human Resources / Marketing .from City University, as vlell
as attended Portland State University, Graduate School- Sociology and graduated from
Portland State UliiveTsity i"7ith a BS, Soci.ology/psychology.
Joanna Sissons r FSH Inmate Account Executive i"rill be the sine-Ie point of contact for
TIle State'of \!\7asllington DOC for any questions or Teguests concerning the conb"acted
services, wIuch includes (but not limited to) TepoTts, compensation, seTvice and
maintenance, trairung, etc, The following is a brief description of her qualifications.
Ms. Sissons has 28 yeaTs of Telecoll1illmucations expeTiencE7, v-lith, the last 14 years
directly assigned to tll.e Corrections mm.-ket. '
Ms. Sissons' responsibilities include major aCC01.Ul.t management of City, CoUnty and
State inmate facilities in VlashiJ.lgton and Oregon. She is especially qualified to lead
major system mtegratioIlS, system transitions and be the' customer advocate for
teclmology cmd service enhancements.
,
,
Ms. Sissons' previous experience is il\ritl"l Verizon (GTE) il\70rking in the network/pBX
market s,egment She was serving as an Acco1.Ul.t Manager in the corrections market for
five yeaTs before moving to Qwest in tll.e same capacity. Joatma is lughly experienced ill. ,
the corrections, market and very well quali.:6.ed to actas a J.!lajor point of ,contact for the'
State of Washington.
NIs. 5iss011.s l.oolcs forward to conti1~uing her service to' the State of VVashingt011 DOC in an
account management and as aCorrections industry e)..'pert.
1
Bob Dubay, FSH Product Director -' Corrections has nearly 25- years expelience :ill
Te1eco1I1IDmucations commencing witll. Paci.:6.cNorth:westBell in 1977. For the past 11
years, Mr. Dubay has been 'directly involved in tlle Corrections market segment for
U S ,!\TEST and QV\7est Conunurritations. His cm-rent responsibilities include vendor
relationships, new product inh'oduction, and n1anagmg the existing base ofiiunate
.acC01.mts from a,product persp.ective nationally.
·0_-
October 3, Z005
Page 42 of 54
Slate of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Prior to his present assiglUJ.l.ent: NIJ:. Dubay iAlaS the Regional Sales l\1anager \I\rith Qwest
Communications wOTking. III boHI inmate and retail m.arkets. PreCedll1.g that
opporl:ull.ity, which lasted appi'oximately four years, Bob was involved. in Sales
s1.1ppOrfulg the }J.rport and Truck stops markets. Earlier years witb U S ,NEST included
sales positions in marketing support:iJ.1.g the Dimension/Horizon PBX product lu~es.
.
.
'
Mr. D~bay comes with a solid backgr01.ll1.d in telecommLmications specificall)7 targeting
the con-ections market fOT more than a decade. He haS worked Closely with a variet;)T of
vendors III de'\Teloping and nurturing sh'ategic alliances with them.
Denitrice Jenkins, FSH Account COnB1.u.tant - Corrections has eight yea,rs of
Telecomul1.U1ications experience and has been an ACCO'Lffit Consultant in the Corrections
sector for the past five years. $he is expeJ:ienced with significaJ.1.t _A:cco'Lmt l\1cUl.ager
support as wen as assisting in managing the revenue base while ensuring customer
satisfactionby coordinating the timely implementation of inmate pay',?hone syste.in.s and
services of a designated group of sh'ategic/regional accounts.
Denitrice c1l1alyzes customer-billing uuormation to· eJ.l.Sl..ue accuracy, provides RFP
support, account management, & project implementation. She creates specialized
customer & u1.ter-company reporting, assists in Sales Cycle, renewals and ,,,Tin backs by
designing, pricing, alld prOpOSll1.g customer solutions. She responds to requests from
existing customers to fulfill the sales process lmd handles internal escalation all.d dispute
proct=sses (major co:inmission issues, questions/complaints, service concerns, etc).
.
.
.
.
Christie Bailey, FSH Provisior.ins:·Manager had. worke~ for Verizon/GTE for 31 years.
For the last thirteen years of that time she held'positions u1.the Pub.lic Corruh1.mications
Department. As a Tecluliciall, .Inmate Systems, her respons~bility's included working on
various imnate call conh"ol systemsi VAC, Science Dynamics, allB theT-NETIX P3and
Combridge systems. She also worked ","ith various inmate phones such as Phillips and·
Brooks Smart Phones all.d·10 A's.
"
For tb.e last seven yeal'S wIth Verizon, Ms. Bailey held the pOSition of Vlestern
Washington Operations l\1anager, managing the tecluucicp.1.S for payphone and inmate
phone installation an¢!. rep an:. Her personal primity ,~7as to .l"!teet install commitments
on time and provide quick tul1.1 aro'LU1d times for repair al1.dmaintenal1.ce of phone
systems.
_.
!. .
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Slate of Washington Department of Corrections
CRFP6446 - Offender Telephone System. Recording, Monitoring
QUALIFICATIONS PROPOSAL
Ms. Bailey's· most Tecent position is Vdt11 FSH Communications as O},erations
Sl.lpervism Corrections. This position requires the slail set derived from he!" previous
})osition ,"dth Verizon in the same capacity. 1v1s. Bailey m.an.ages the FSH tecllll.icians for
payphone and inmate phone ll"l8tallation and repab' through.out the·· State of
l"lash:ington. Her personal priority remall1.s:the same. To prOVide customer satisfaction
by meeting install cOlnIl.1.ih11.ents on tll11e, and by pro"\riding quick turn arounc1.tim.es for
repah an.d maintenaJ.-:tce of phone systems.
Mike Howard, FSH Telephone Teclmician has worked in telecommunications his
entii'e 36 year career starting with GTE:in 1967,as a l:ineman. Upon his retirement from
GTEjVerizon in 2003, he had worked as a cable splicer, ll"l8tallation and maintenElJ.1.Ce
tec1uucian, central office ll1.stallatiOl~ tequu~ian, special apparahls (PBX) installation &
maintel').clJ.1.Ce tedlnician, systems administrator, special apparatus supervisor, service
manager-major accounts; customer ei1.gineering manager-data systems, aJ.:ea manager
cl11d customer operations manager.
Although fail-Iy new to FSH, Mike is committed to using Ius previously acquired
k:I.10\'\rledge and sl<ills to devote exclusively to FSH10cal area customers.
}
FSH Telephone Technician Team. - Washinoton-based
. FSH Comrrl1.U1ications employs 17 \iVashington-based Payphone Teduucians who aTe'
located tlu-ougho1.1t tl1.e state'IOJ: complete service coverage.
The average
Telecommmucations experience is over 20 years. TI'le FSH TedmiciaJ."l8 are involved in
tlleinstallation cmd repair of an types of.ll1ID.ate pnd public Telephc;)l'le systems/ termiJ.1.ciJ.
equipment sv.r:i.tcmng systems; cut-off keys, aJ.ed all asso~iated wiringTIus team has been in ~'ect support of tl1.e custon1.eT acc01mts pTeviol..lsly ·noted; III
various capacities; therefore we submit them as references for tlus section's response as
,,,rell.
.
In addition, the following FSH COTpOJ:ate References will speak to tl1.e executives and
seluer managers' performance in current md past engagements. Again, we encourage
. the State to contact any of o1.ITparh1.ers! Upon l'equest we will gladly furnish additional
account'and/or cOJ:Perate refeTences.
October 3, 2005
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Repordlng, Monitoring
QUALIFICATIONS PROPOSAL
FSH CO'RPORATE REFERENCES
RANK I!\TFORMATION
LaSalle Bank
William B. McKinley, First Vice Pl'esic1ent
135 S. LaSalle Sh'eet, Suite 243
Chicago, illinois 60603
Phone: 312-904-7620
Fioe 312-904-8802
"villiam.mcldnley@abnainro.com
TRADE REFERENCES
Brooks, F.aucett & Robertson, LLP
Allen F~ucett, Jr., Parh1er
Certified Public Accountants
29 South LaSalle Sh"eet
Suite 900
Chicago, IL 60603
312-857-'1135
T.I. Adams Group
Robert Schultheis, VicePresident .
1260 N orthwest High~"7ay
Palatine} IL' 60667
847.654.8172
I
.
Peisner Johnson & CompanVr LLP
.Mai"shall Sabet Marketing l'v1ariager
State and Local Tax Consultants
3030 LBTFreeway, Suite 1600
Dallas, TX 75234
972-241-5100
,
Owest Communications·
Dick Notebart Chairman & CEO,
Roland TI1oi11ton, EVP"ii\71101esale Markets
J
.1801 Califomia Sb:eet
Denver, CO 80202
303-.992-1414
•
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Page 45 of 54('1
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State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
V alue-Added Communications
Jerry Gibson, Olan'man, CEO, President
3801 E. Plano Park\l\7ay, Suite 100
Plano, TX 75074
800-777-9759
Netwcn'lc PTS
TIi.omas R. Keene i CEO
14472 v\Ticks Boulevard
San Leandro, CA 94577
888-420-6700
Hello COIDlll'luUcations
Jv.Wton Dowse, President
1630 Stev'lart Sh'eet,,Suite 130
Santa Monica; CA90404
310-230-2710
Praeses Corporation
Judy Vvoodham, Vice Pl"esident
330 Marshall St. Stute 800
Shreveport, LA 71101
800-333-8856
Paracom, me.
David Fukuhara, Managing Director
Harbor Mai:ina Corporate Center
1011 S.W. Klicldtat INay, Stute C-109
Seattle, INA 98134
Subcontractor Resou1'ces
Value-Added Co~un:tcati.ons
FSH ii\rill'utili:ze VAC as a subcontractor to provide .the Digital Inmate. Call CO~l.trol
equipment and Integrated Monitoring and Recording eqLupment. Together, FSH and
VAC have served our customer account base with the same focus, that is by providing.
~cellent customer service and superior equipm~nt.
October 3,2005
Page 46 of 54
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State of Washington Dep8ltment of Corrections
CRFP6446 - Offender Telephone System. Recording, Monitoring
QUALIFICATIONS PROPOSAL
VAC is the sole mal1.ufacturel· al1.d provider of the pTOposed system. They \I\rill be
responsible for the equipment including spare parts at no cost throughout the life of the
con~·act. FSH, VAC and GTL technicians are responsible for all installation,
maintell.al1.ce al1.d repair.
VAC installers alld service persoill"iel receive regular, ongoing u'aining on then- latest
equipment releases, \~711i1e much trouble shooting al1.dmaintenal1.ce \Norl< Call take place'
at \lAC headquarters by \lAC tecl1.l1.icial1.s, FSH \I\rill aSSLU"e that the frequency o! ~n site
work is' as often as necessary to provide preventative maintenance in Ol"der to keep the
system in good operational status',
VAC's installation team is unparalleled in the' industry. Installation engineers come
directly fr~m the Operations organization within VAC and have spent months in
trainiJ.1.g in the test a+1d integJ.·ation process ,of the inmate phone system VACs
Installation engineers are trained on the product within the test al1d integration process.
hlStallation training consists of Telco .connectivity, wiring and power, server and
\A,Torkstation preparation, database mal1.agement, cUstomer test proc,edures, D."arne relay,
caTI detail record recording al~d billing process. The list below gives the experience and
backgJ.·ound of VAC installation team members.
. r'
Gamal 110hed. - Installation Manager - Bach~lor degree from University of Texas at
..AJ:1ington, 8 years'tecl1.lucalwork experience, MCSE Core, Computer Support Specialist,
MS Certified. TCPIIP, TIs 4.0,
Bricll1. Galke - h1.stallati(:)l1.· Engineer - Barnelor degree from Texas Tech Ull:1versity, 6
yeip:s teclmical work experierl.ce, MCSE (MCP+h1.ternet), TCPlIP, TIS 4.0 certifications,
Jacob· Garcia - hlstallation Engineer - CCNA, MS Certified Engineer, IT Certification,
Dell Equipment Certification, 13 years tedu-ucal work eA'Perience.
'David Mitchell - h1stallation Engineer - Bacl1el.or degl"ee· from Devry University,
Bachelor Degree from University of North Texas, MCSE, CCNP, 3 yeal's, teclu1.ical
experience.
.
,
James Stanfield - Installation Mcmager - Northern Telcom certified' engineer, NIitel
certified engineer, Tosluba certified engineer, 20 Yl'S eA'Perience;
Dei1.lus Stovall' - Sr. Test Engineer - MCSE 'Core certified, TCPIll' and h1telnet·
Certifi<;atioll, MS Certified Professional EngineeJ:" 13 yeal's tecl1.lucal eA'Perien~e.
==
/
October 3, 2005 ..
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CRFP6446 - Offender Telephone System, Recording, Monitoring
Staie ofWashingiofi Department of. Corrections
QUALIFICATIONS PROPOSAL
117 addition to OUt outstanding installati.on team, VAC, as menti.oned above, cU1Tently h.as two
full-time technicians 'who are available for on-site m.rdntenance needs:
lVlitch Davis has extensive experience in the' telecom ind1..lsh-y, ill.<;11.1ding PBX
installation, LAJ.'J/INAN neh\70rk design-implementation and installation. He is also
e:Aperienced in the follOll\dng operatiIlg systems; \t\7indovls 95, 982000, NT and XP and
has hardware experience as follOll\7s: PBX, routers, channel banks, dialogic, servers and
workstations.
.
Douglas Thomas has over 25 years of experience in the telecom ind1-1stry, including CO
installer, Dialer tecluucial1., computer neti>\70rk maintenance, El11.Q technical support
tec1mi.cian. His operatiIl.gsystems experience inciudes: Windows 95, 98,2000 and NT.
Global Tel*Linlc
Howard Th~:pr Contract Team Manager, al1.d the. primary contact for .FSH
Communications in support of the State of \/1,7 ashlll.gton Depali:rnent of Corrections, has
over 20 years of eAperience in planning, mall.aging and supportiri.g inmate systems,
customer a'ccounts, and major projects. HowaTd is the Contract Team Mall.ager for the
current contract with the State.
LOCAL EXCHl!>.NGE C}illRIERS
FSH CommmucationB, LLC ("FSH") has conb:acted with Qwest Commimications ("QC"),
Global Tel*L:iDl( .(GTL) and Value' Added C0¥lIDun:ications ("VAC") to provide the
operatm services for local al1.d intraLATA collect calls placed by offenders lll." -the INA
Department ofCo!1'ections C"NA DOC") system. Local and intraLATA colle'ct cq]ls 'will
be completed to a called 'proty upon accepta;I.l.ce of the call. All.y called pal"ty who wants
to receive cails from an offender ll1 the \/1,7A DOC has the ability to do so. CqIlect calls
that can -b~ billed may be ~ccepted by a called party. For called parties who are' a .
. sL1bscriber of QC telephone sendces the call \Arill. be billed on theil' h-aditional QC
telephone bill. For all other collect calls accepted by a called pal-ty who is not. a
sL1bscriber of QC. teleph~ne seJ.\dces, VAC will either bill for 'the collect call on ~ bill
'page .,~dthin the h'aditional telephone bills of tll.e local excllange carriers ,l\7hich it has
billil~g arrangements V\Tith (e.g. Verizon) oriJ\rill. prmTide the called party witll. tll.e
oppori:U1uty to establish an acco~Ul.t to accept the collect call on a pre-paid or dil:ect bill
basis tID"'Ough the V-COlUl.ect call celi.ter iJ\Th'ere there is· no billing alTangement mad.e
between tll.e parties (e.g. Corneast). 'We make every attempt to create' bill.iJ:ig
arrangements betv\7een the parties; howevel' 'tl1el'e is not a legal reqLriJ:ement fo~' tll.em to
do so.
==
October 3,2005
Page 48 of 54
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000293
. .State of Washington Department of Corrections
.-
CRfP6446 - Offender Telephone System, Recording, MonitorlTl9
QUALIFICATIONS PROPOSAL
A recent collect call study for tl1.~ State of Wasl~lgton indicates that approxim.ately
59.1% of all collect calls are carried by Qvvest 19.8% are carried by CLEC's "\"lith billing
alTangements, an.d 21 % pre CLEC calls that can not be billed and therefore vwuld be
offered the option of setting up a V-Connect prepaid or direct bill acc01mt. }lny
customer "\"lho sets up a V-C0111l.ect account "\!\Till receive the call upon acceptance.
For more information or to validate the above, please contact:
Owest COIDn111nications
Carolyn Vance, Operator Services
Brad Ols.on, Product Pro£e~sional
210-541,.3168
612-924-2055 .
Global Tel*Linlc
Tel'esa llidge"\i\ray, VP Regulatory
251-479-4500
Mark Sev~rson, Director Data Services
972-535-3419
Carol McGuane, Regulatory Directol'
360-848-7918
FSH Communications
6.7.1.3 (MS - 6.0) Added Value to DOC
Describe the resources vendor proposes to provide as added value in meeting the needs of the
Department. Include resources to pe pwvided the Department (including
dedicated staff that ,
would reduce need for the Department to perform certain taSks), and demonstrated commitment to
serving customers including ·state and local governments. Score will be based on the degree to 'which
the vendor can be an availabie ongoing resource to the DepartDient.
.
any
.,.. FSHResponse:
The FSH proposal mherentlypro-vides the. Department "\Nith imme.diate positive
productivity solutions simply by its ease of use and the powerful ,opi;ions available to
the Sta...+f. We are ~xtremely confident that the Staff will find' our response and
proactive monitOling l and support will be i1.oticeabletime-savers. And, it's at NO
COST to the State!
As noted earlier 'nl this. section, there is a strongFSH team' who are' dedicated to
ser,ring th.e State of IN ashington. Om tean1 is available 24/7, all.d "\I\re are prepaTed to
pTovide service guarantees n1a1l aJ:eas. 111e .State will have at then" disposal experts in
their field to'whom tl1ey can rel~7 -'- anytime!
B:ut. our c0171mitme:n.t" does not end there! .Each of these value-added components is
addressed in detail :in the Implementation and Service proposal section. and/or the
Tec1ulical proposal section. We have summmi.zed tll.ese compone~1'f:S below:
",--"
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.october 3, 2005
Page 49 of 54
000294
CRFP6446 - Offender Telephone Sysiem, Recording, Moniiorlng
Siaie ofWashingion Deparimeni of Correciions
QUALlFJCATIONS PROPOSAL
SITE ADIVrINISTR.l-".TOR .
FSH is prepal:ec1 to pl'ovide an on-site or renlote Site Admil1ish'ator to manage full
Debit and/or the Allowed Call List. This position "\"rill reduce staff time considel"ably
v,Tith the elimination of time-consmning adminish"ative support. FSH and the State
will. determine the parameters of this position togefller in a collaborative manner. This
will lllSm"e that ti1.e resource mani.tains its value and contributes to tile reduction in
staff time.
CALL RATE I CALL BILLING OPTIONS
We offer competi~ve, easy fo lmderstand call rates which will reduce ti1.e complaints
and questions the State may normaily receive frOIn' its irunates, called parties or
advocacy groups. Furth.er, a call may be made via collect, debit .01' advance pay
c:ptions - all ill the control of the inmate and ti1.eiT ecLlled parties.
. INMATE COMPLAINT SYSTEM
.
_
....
The iruna.te uses a regular lllIDat~ phone "\A,Thich accesses a Toll Free number (which is
progl:ammed in the system as ' ailo'wed') tilat calls into the FSH Conections' Customer·
Services Center which is answered by an hlJIlate Specialist. TIle .il1IDate reaches a
recorded messatZe with lllstrUctiOns on how to'ente1' ti1.e complaint into 2m automated.
voice mail system.
There are no hDe o-perat07's involved di1'edl~1 'With the inmate and all
c0711~7Iaints m'e recorded. Fa.cility staff time is gl'eatly reduced '\"ritil. ti-us pmcess and the
h:unate has some control over their concern .~and can expect timely l'esolution. FSH
continuously analyzes call volumes, respcmse times and customer feedback so that
erUlancements can be made.
j
PROFESSIONALr EXPERT PERSON1\.TEL and l\a:.A..NAGElv.[E1\rT .
. . FSH and its subconh"actors take extra care'when selection tileir employees. TIus pays
offhandsomely for.our customers as there is no need to worry about who is. coming to
address a need, "\I\Thetil.er the person at ti1e citiler end of the phone can help, or if the
emplo)Tee is weir qualified to serve you! Intense; ongoing traiJ:ring is conducted \I\11.'l:h
.each employee. FSH coordinates regLuar status calls '''rifuiJ.l its organization as well· as
,"rith its subconh"act01:s. VVe confumously audit our own performance as "\1\7ell as are
conh"actms.
j
Dedicated project manager(s) are provided who will guide the .pre-imple1nentation,
implementation, training and follow-up care necessary to enSlU'e a seamless and
worry free transition. A Statement of WQrk will be developed and si~led off by tile
State which will outline the course of action and associated timeline,
October 3,2005
Page 50 of?1
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CRFP6446 - Offender Telephone System, Recordjng, Monitoring
State of Washington DepartmEmt of Corrections
QUALIFICATIONS PROPOSAL
REPAIR / MAINTENiLNCE SERVICES
kESPONSE TIME
Em.ergency service 'ill/ill be responded tOil\7ithul tlNO (2) 11Ours; and non-emergency
service will be dispatch.ed witll.:in four (4) hours.. FSH agrees to respond to. repair
. requests from the State or its designated Agent by arrivin.g at the site pl'Omptly after
reasonable notice has been given.' Tll.:is {-esponse 'will be provided 24 hours per day,
seven days a 'week, tlu-ee hundred an.d six"t>/.,.five days per year.
There i~ also a system S1..1ppor:t gl'01..1P l~m\7n as the TAC (Technical AssistaJ.Lce Center)
wll.:ich will provide customer s~rvice/teclmicalsupport tweni:y-fo1ll- (24) hours a day,
seven (7) days a week basis, tlu'ee hundred and sixty-five (365) days a :year. Many
s1fstem-related. problems can be 1'em.oteltr c011'ected from the TAC 7.vithout a =field
.
=,
dispatch. FSH personnel have access to tlLe .system's Trouble Ticket h'acking, 'and
sho'Llld trc;mble be detected imme~iate action is tal<.en by. the remote service engineers
\I\Tho :in most cases can repair or reboot the syst.em without the County's notice of a
problem. If an on-site person is' required, VAC TAC has tlle ability to es~alate trouble
reports as i"rell as dispatch tec1micicms. V AC shives to provide superior service level
agreements by dispatc1mlg repaiJ: personnel promptly after reasonable notice has been
given.
~"
TIle System is continuously monitored 24 hours a day by the Tecluucal Assistance
Center (TAC). l'U1 alert is generated iIDmecliately if a problem occurs that could affect
system or user functionality. The emphasis placed on monitoring and maintenance is
unparallel in' the industry. In a recent stnd-v VAC System up time was
independently measured at 99 .999% at the Federal Bureau of Prisons 104 nernrorked
sites.
DISPATCH / REPORTING OPTIONS
Requests for repail' or service may be made via email Q:AS.Tcll1IDate@q3117est.com) to
.the FSH Corrections' Customer Service Team 24 hours per day, seven days a week,
t1u'ee h~ldTed and siXty-five days per yeaI'.
.
J,h,nother option is for the State OT Facility to call the FSH CustomeT CaJ."e CeiLter at 800592-9488 Ii\:hich will caroled "directly to OUT Inmate Specialists who will obtain the
specifics and dispatch local technicians.
All dispatches,
em~rgeilcy
and non-emergency, are tracl(ed from lll.:itial request
t1uough completion. The Customef:, Joanna Sissons, FSH Acc01.mt Executive and the
State's single 'pOlllt of conta.ct, the Teduucians and their Manager, as well as our
tec1mology associates will also be notified of dispatch to ensure contractual
octo.ber 3, 2005 '
Page .51 of 54
000296
State of Washington Departmeni of Corrections
CRFP6446 - Offender Teiephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
compliance and th.e State's COlTl.plete satisfaction. A complete Trouble' Reportin.g and
Escalation document "will be provided to the State and aD necessary persolUl.el.
PROCESS J]vfPROVElvIENT - CUSTOlllIZATION
111. addition, FS~ is ahi\rays open to any customer suggestion on improving its
processes. iAle pride ourselves on our timeliness, as many issues are addressed and
resolved the same .day. In situations that require additional til1.1.e "iI\Te COl1.l.l1.11.Ul.icate
iml1.1erucitely when or if there 'will be a more lengthy response ,md provide a targeted
timeframe for completion.
6.7.1.4 (MS - PasslFall) Vendor Financial Responsibility
.Describe the proposmg orgarrization, including size, longevity, client'base, areas of specialization and
e:h.'Pertise, and any other pertinent information in such a manner that the proposal evaluators may
reasonably formulate a detenninatiolJ, about the stability and financial strength ofthe proposing
Drganization.
Provide a copy ofthe vendor's Dunn and Bradstreet, Equifax,TRW, or other appropriate credit rating.
FDr sole proprietors, provide a copy Df the appropriate credit rating for your sale proprietorship. If you
are a sole proprietorship and have such a credit rating, so state. A credit report for the sole
,proprietorship will be required before contract execution. ,
Disclose any and all judgments, pending or expected litigation, or other real or potential financial or
legal events that might materially affect the viability or stability of the proposing organization or
warrant that no such condition is known to exist.
-7 FSH Response:
Please let us, once, again,inh'oduce ourselves; we aloe FSH, the new independent
company formerly lal.O"iil,TJ.1aS the Public Access divj.siol1 of Qwest.- \Ale CLuTently own
~d operate pay telephones in 14, ~i\Testern states. iN e offer the same reliable continuity
of service built upon the best of Qwest, 'with :the enb:eprene1.u"ial growtl1""of new ideas
, and teclU1Ql~gies. \Ale welcome you as a partner:
FSH COMMUNl:CATIONS, LLC
200 South ~1iclligal1 Avenue _
Suite 1210
Chicago, lliinois.60604
Main Telephone 312.291.0565
Federal I.D. Nmnber: 20-0869547
DUNS 168024235
October 3, 2005
Page 52 of 5~
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State ofWasllington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
CORPORA..TE SENIOR IvLANAGEl\1ENT
Donald V. Goens - PresideJ.1.t and Chi~f Executive Officer
hillchael.1. Johnson -EVP General Counsel & Secretary
Steven 1. Loggans - VP Genei-allvlanager
J\illke Tatom -E\1P Business Development
FSH CORPORi-\.TE REFERENCES
BANK INFOP\.-M:ATION
LaSalle, Ban1<
\J\Tilliam B. McI<i~lley, First Vice President
135 S. LaSalle Street, Suite 243
Chicago, illinois 60603
Phone: 312-904-7620
Fax: 312-904-8802
:william.mcldnley@abnaJ.llTo.com
'TRADE REFERENCES
Brooks, Faucett & Robertson, LLP
iillen Faucett, Jr., J;'arlner
Certined Public AccOlmtants
29 Sout11. LaSalle Sb:eet
Strite 900
Chicago, II., 60603
312-857-1135
"_...
T.T.Adams Group'
Robel~t Schultheis, Vice President
1260 N ortlT'i>\rest Highway
Palatine, II., 60667
847.654.8172
c
, Peisner Tohnson & Compa:riy, LLP
Marshall Sabel, Marketing Manager
State and Local Tax COTl.sultants
3030 LBJ Freeway, Suite 1600
Dallas, TX 75234
972-241-"5100
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state of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recordlng,.Moniforlng
QUALIFICATIONS PROPOSAL
Owest Commmlicanol1.s
Dick Notebart, Chairman & CEO
. Roland Thornton, B'i1P 'I\lholesale Markets
1801 California 5-b.-eet
Denver, CO 80202
303-992-1414
Value-Added Communications
.
.
Jerry Gibson, O)-airman.. CEO, President
:3801 E. Plano Parl,way, Strite 100
Plano, TX 75074'
800-777-9.759
ISH will be p~eased to provide annual audited finan.ciaZ statements, and enco~l1'ages.
1'eguZa1' 1'~view of the fi11:.anciaZ and service pe1j01inance of the account thmughout the
tmn of the contract.
There are no· conditions today (legal or financial),. or anticipated, which would'
jeopardize FSH's ability to fully seriTe the State during the contract.
'lAC is cm:re11.tly a participant in one litigation case.. The venue is Case Nl.inl.ber
0311399-B in,tlle 44tll. Disb:iet Court! State of Texas:in Dallas CoUl~ty. The nature or style
of the case involves VAC pUJ;'sumg a breach of contract suit against T-NetiX (now called
Secul"us). TIle contract being disputed 'contains terms fOT VAC's use of certalll T-Netix
patents. The case is tuI'rently scheduled for h-W date in 2005.
GTLis iffiplicated in the follOll\ring litigation proceed:ing, with the outcome pencling:
Elena Condes, et al v, Evercom Systems Inc. et a1.
.
Case No. 2002054255'
. Sup~rior Court of California
Filed: MaJ.-cillO, 2003
Class actiOIi.lawsuit against :i:J.unate telephone providers alleging ,i\7rongfLllly
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cil.c'lIged customers.· -
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October 3, 2005
Cost Proposp.l
.......
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W·a ~ hi IT1 '~rt '0 n S t;a 't e
D·EI}AllrfJfEN·T
'O:F CORltEC'TIJDNS
Requestfor Pl~oposals CRFP6446
State of"Tash~ngton DelJartnlent of Correcti~ns
Offender Telellhone SJTstenl
And Recording / :l'1onitoring ,
COST PROPOSAL
Respectfully Submitted October 3, 2005 By:
Joanna SissoilS Account. Executive·
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1600 7th Avenue, Room 2604 • Seattle, Washington 98191
, The information contained in this proposal is proprietary in natUre and should be.disclosed only to those individuals, V\7ithin
the State of V;jashington who have a need to know or tl10se who have made. a request pursuant to Chapter 42.17 RCW. TIlis
,
. pr'oprietary iJ.uormation should not be disclosed without the prior COnSeI1t ofFSH Conummications.
,
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OOO~Ol
Siate· of Washington Depanment of Corrections
CRFP6446- OfienderTelephone System, Reaording, Monitoring
COST PROPOSAL
SECTION 7
7. Cost Proposal Requirements (54 points)
7.1 Cost
The evaluation of the Cost Proposal has been designed by the Department to award the most points to
the vendor who best meets the legislative direction to select a contractor primarily based on the
lowest rate charged to both the offender and the person paying for the telephone call and the lowesf
commission ;rates paid to the Department, while providing sufficient revenues for the activities
funded from the Instit!Itional Welfare Betterment Account. The Cost Proposal Score awards a
maximum of 54 points and is comprised of four sub scores: lowest collect call cost to offenders and
the persons paying for the calls, lowest alternative call cost to offenders and the persons paying for
the calls, the lowest total cost of collect calls and calls under the proposed alternative calling plan,
and the lowest commission rate paid to the Department. The maximum total is made up of a
maximum of28 points for the lowest collect call cost to the offender and the persons paying for the
call, a maximum of 12 points for the lowest alternative call cost to the offender and the person paying
foi: the call, a maximum of 10 points for the lowest total cost of collect calls and calls under the
proposed alterna.tive calling plan, and a maximum of 4 points for the lowest commission rate paid to
the Department.
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7.1.1 Cost Propos~l Requirements
The vendbr? s response to this RFP must identify a rate or rates for local, interLata, intraLata, interstate, and international offender calls. the rates may not be increased during the initial term of .
the contract. Rates must be proposed for collect calls and one alternative calling plan such as prepaid
. or debit and may be per minute, flat rate, a combination (hybrid) of flat rate and per minute rate or
such other rate plan as the vendor may propose. Evaluation of costs uses twenty-minute .call duration.
The CostProposai will be submitted as a separately bound docUment. The alternative-calling plan
proposed should not create higher costs to offender families for interLata or intraLata calls upon an
offender's transfer among state correctional facilities.
~
FSH Response:
FSH is pleased to respond to these l"equ.:irements which v,Till C011tail1. details to support our
position. We understand and ,,,rill complyV\rith the requirements set forth in this section.
.
.
We value and respect theparb.1.ership required to ensure that the State, as well as the
inmates ,md the called parties, thoroughly understand the cost par~ll.eters of o~"
proposal. J\.funy, many factors are considered when developing a faiT and equitable call
rate plan.an.d commission offer:iJ.1.g. Factal's such as the scope of the project, the facility(s)
location, specific equipment requirements, etc. aTe evaluated in an effort to identify any
and all areas of expense reduction - ~"Tithout effecting the high performance stand.a.rds and
fea.hue requiJ.'ements - in order to meet or exceed the State's expectation~ in the Co~t
Proposal section.
.
October 3, 2005
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Staie of Washington Department of Corractions
CRFP6446 - Offender Telephone System, Recording, Monitoring
COST PROPOSAL
7.1.1.1 Commission (MR)
The vendor must guarantee a commission of 5.1 million dollars for the initial calendar year of the contract.
The initial calendar year guaranteed commission payment will be prorated to reflect the actual start da.te of
,~
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the contract. Tlfe guaranteed commission for each subsequent calendar year will be adjusted on January 1 'of
each year based on the fiscal year U.S.Implicit Price Deflator (IPD) p)lblisbed in the June voluine of the
Washington Economic and Revenue Forecast. The Department will provide this rate of adjustment to the
01
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vendor no later than'August 1 of each calendar year.
No additional points will be awarded to vendors proposing to guarantee more than the required
guaranteed commission .amount stated above.
+
FSH Response:
FSH guarantees tl1.e State tl1.e commission as required in tll.e amom1.t of 5.1 million dolla:rs~
We understand tl1.at there may be an el11ll.ual adjustment as informed by the State' by
August 1sl of each calendar yeal'.
7.1.1.2 Phone Rates Bid by Call Type
I
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Vendor must indicate the proposed rates for the initial term of the contract for all types of calls in a
table/chart as shown in ExbibitE. Phone rates may not be increased for the initial term of the contract.
Adjusiments in phone rates will be cousiderefl. by the Department after initial teIJJJ of the contract on a
pass through basis only. By September 1,.2007 and each year thereafter the vendor will provide '\.vritten
notice of any phone rate increase requested and wiJlprovide sufficient documentation to justify the
requested increase. Increases shall not exceed the rate of adjusiment to the guaranteed commission under
Section 7.1.1.1 above. Acceptance will be at the discretion of the Secretary and shall not produce a hig~er.
profit margin than that established on the original contract pricing. Approved price adjustments shall be
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implemented no sooner than January 1 of the following calendar year and remain unchanged during that
calendar year.
.
.;.. FSH Response:.
FSH is pleased to propose the follm,ving rates for all call types made via Collect, Debit or
Pre-Paypaym~nt methods. 1,A 'LUl.derstand tl1at tll.er'e
le
be no adjushl1.ent in phone
rates ,A.rithout the explicit consent of the State. Further, we understa:J.1d the ril.etJ.1.,?d Y\ritll.
. which such proposed Tate adj1.1stm.ents must 'LUl.dergo prior to my approval.
,,,rill
FSH is extremely sensitive to tJ.1.e call cost iinpact to'the inmates ·a:J.1.d ·t;heir called parties,
and ,Ale will. pro"'irideall the ,necessary material to corrm~unica-i:e the call rates and call,
payment options to all parties. ,V'le strongly enco11rage tJ.1e dissemination of this matelial
in English and Spanish, available at every possible j1.Ul.cture where the'inmate and/or their
10\Ted one may review cU1d keep for, ~·eference. In addition, we advise that this sa:J.ne
material.be made av~able :\ria the State:s website. ~onunul1icat:i.on is tl1e key to insming
t11e understanding 'of the rate Sh"1.1cture a:J.1d Vlrill certa:iJ:uy. re~uce, if liot eliminate, tll.e time
consuming process of answering questions.
October 3, 2005
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CRFP6446 - Offender TelephonE- ::',ystem. Recording, Monitoring
Sfafe of Washington Department of Corrections
COST PROPOSAL
Exhibit E
Vendor Cost Proposal From:
FSH Communications, LLC
Vendor:
Vendor PropsDsed Rates
51 %
Commission Rate:
Per Minute
Rate
-
... ..
Type,of Call Surcharge
Collect.
Local
$
$
intraLata
$
$
interLata
$
$
Flat Rate
$
3.50 I $
$
3.50 $
$ . 3.50 $
~In:.;;:te.:....:rs.:.;,;tat.:.;,;e_~$_--.:.4~.95:...l...'$~---..,;0;.;..;.8..;;..9..1.....:..$
International
PrePaidFOebit .'
Local
$
intraLata
$
interLata
$
Interstate
1$
International* $'
Total 20
Minute Call
Cost
Family Costs
3.50 $
3.50 $
3.50: $
.1-$;;...:_ _- - - . :
1,418,968.95
2,580,447.80
985,328.75
$
,PREPAID I DEBIT ONLY
$
$
$
4.95 $
$
$
$
$
0.89 $
1.25 . $
3.15 $
3.15 $
3.15 $
$
.:
$
3.15 . $
3.15 $
3,15 . $
$
547,316.60
995,315.58
380,055.38
1,922,687.55
* Average perminute rate • see attached rate sheet for details.
.
.
. Local, intraLata, interLata
Calfing
$ .'. 6,907,433.05
Total Family Costs'
October 3, 2005
. Page 4 of6
00030{
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System. Recording, Monitoring
COST PROPOSAL
mTER."NATIORURATES -DEBIT ONLY
Per
Country
Code
Count
Afqhanistan
01193
011355' Albania
011213 Alqeria
011684 American Samoa
011376 Andorra
011244 An ola
Anquilla
264
011672 Antarctica
Anti ua (Barbuda)
268
01154 . Ar entina
011374 Armenia
011297 Aruba
01161
Australia
Austria
01143
011994 Azerbai'an
Bahamas
242
011973 Bahrain
011880 I Bangladesh
Barbados
246
Bel ium
01132
011501 Belize
011229 Benin
Bermuda
441
011975 Bhutan
011591 Bolivia
011387 Bosnia-Herze ovina
011267 Botswana
Brazil
01155
British Vir in Islands.
284
011359 Bul aria
011226 Burkina Faso
011257 Burundi
011855 . Cambodia
011237 Cameropn
Canada
1
Israel
011972
Italy
01139
Jamaica
876
01181
Ja an
Korea, South
01182
011856 Laos .
011371 Latvia
-011961 Lebanon
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October 3, 2005
Min.
Rate
$5.01
$2.28
$1.79
$2.39
$1.31
$2.93
$1.86
$4.81
$1.36
$1.44
$2.66
$1.31
$0.77
$1.43
$2.12
$0.76
$2.22
$3.20
$1.65
$1.04
$1.94
$228
$1.08
$5.07
$1.87
$1.94
$2.28
$1.26
$1.29
$1.55
. $2.93
$5:64
$4.99
$2.49
$0.44
$1.73
$1.06
$2.16
$0.78
$1.26
$5.16
$2.12
$2.39
Per
Country
Code
Country
011238 Cape Verde Island
Cayman Islands
345
011236 Central African Republic
011235 Chad Republic
Chile
01156
China
01186
01157
Colombia
011506 Costa Rica
011385 Croatia
01153
Cuba
01145
Denmark
767
Dominica
Dominican Republic
809
011593 I Ecuador
01120
EQVpt
011503 EI Salvador
011358 Finland
01133
France
011241 Gabon
011220 Gambia
01149
Germany
011233 Ghana
01130
Greece
- Grenada
473
011502 Guatemi3la011592 Guyana.
011-509 Haiti
011504 Honduras
011852 HonQ Kon!=!
01136
Hungary
01191
India
01162
Indonesia
01198
Iran
011964 Iraq
011353 Ireland
01165
SinQapore
011421 Slovakia
011386 Slovenia, Repl:lblic of
011252 Somalia
01127
South Africa \..
01134
Spain
869
St. Kitts
758
St. Lucia
Min.
Rate
$?66
. $1.14
$4.00
$4.81
$1.11
$2.51
$1.72
$1.60
$1.94
$2.37
$1.05
$1.21
$1.01
$2.02
$2.25
$1.57
$1.06
$0.64
$2.25
$2.00
$0.66
$1.78
$1.39
$1.64
$1.49
$2.59
$2.06
$2.02
$1.41
$1.23
$2.49
$1.85
$3.00
$4.08
$0.94
$1.25
$1.58
$1.94
$7.05
$1.55
$1.28
$1.37
$1".62 .. ,
Page 5·of6 .
State of Washington Department of Corraptions
CRFP6446 - Offender Telephone System,Recording, Monitoring
COST PROPOSAL
Per
Country
Code
011231
Country
Liberia
01152
0113393
664
011212
Lithuania
Malaysia
Mexico - Rate Zones 13*
Mexico - Rate Zones 48*
lvIonaco
Montserrat
Morocco
011599
01131
01164
011505
011234
01147
01192
011507
011595
01151
01163
01148
011351
787
01140
0117
011250
011966
011221
Netherland Antilles
Netherlands
New Zealand
Nicaraqua
Niqeria
Norway
Pakistan
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Romania
Russia
Rwanda
Saudi Arabia'
'.
Seneqal
011370
01160
01152
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I
Per
Min.
Rate
$1.80
Country
Code
011508
$2.50
$1.37
784
011249
Country
S1. Pierre & Miquelon
S1. Vincent &
Grenadines
Sudan
$0.70
01146
Sweden
$1.22
$0.64
..$1.89
. $2.20
01141
011963
011886
01166
.$1.48
$0.61
$2.46
$1.65
$2.77
$0.75
$2.77
$1.71
$2.08
$1.76
$1.59
$1.32
$1.43
$0.65
"-
'
$1.96
$2.11
. $3.20
Min.
Rate
$1.29
-
Switzerland
Syria
Taiwan
Thailand
Trinidad & Tobago
868
Islands
Turkey
01190
649
Turks & Caicos
340
U.S. VirQin Islands
011256 Uganda
011380 Ukraine
011971 I United Emirate
01144 I United KinQdom
0115981Uruquay
, 01158 I Venezuela
01184 I Vietnam
011967 I Yemen
Yugoslavia
011381
011243 I Zaire
011263 I Zimbabwe'
$1.82
$4.26
$0.61
$0.66
$2.93
$1.41
$1.94
I
I
I
I
I
$1.80
$1.59,
$1.63
$0.95
$2.12
$2.39
$1.53
$0.51
$?05
$1.34
$3.24
$1.85
$1.98
$2.12
$1.85
$2.79
'$3.32
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October 3, 2005
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