This text is machine-read, and may contain errors. Check the original document to verify accuracy.
Department of Administration
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE BUYER.
State of West Virginia
Purchasing Division
Master Agreement
2019 Washington Street East
Post Office Box 50130
Order Date:
Charleston, WV 25305-0130
Order Number: CMA 0608
2015-03-03
Procurement Folder:
0608 COR61453
77629
Reason for Modification:
Document Name: COR61453 - Inmate Phone Services
Document Description: COR61453 - Inmate Phone Services
Procurement Type: Central Master Agreement
Buyer Name:
Telephone:
Emall:
Shipping Method: Best Way
Effective Start Date: 2015-02-15
Free on Board: FOB Dest, Freight Prepaid
Effective End Date: 2016-02-14
VEND.OR
DEPARTMENT CONTACT
CENTURYLINK PUBLIC COMMUNICATIONS, INC
5454W110TH ST
OVERLAND PARK
KS
Requestor Name: Bryan D Arthur
Requestor Phone: (304) 558-2036
Requestor Emall: bryan.d.arthur@wv.gov
662111204
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 30
INVOICE TO
SHIP TO
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE 300
1409 GREENBRIER ST
CHARLESTON
WV 25311
CHARLESTON
WV 25311
us
us
PURCHASING DIVISION AUTHORIZATION
ATTORNEY GENERAL APPROVAL AS TO FORM
ENCUMBRANCE CERTIFICATION
SIGNED BY: Mike Sheets
DATE: 2015-02-09
SIGNED BY: Anthony Martin
DATE: 2015-02-18
SIGNED BY: Beverly Toler
DATE: 2015-02-20
ELECTRONIC SIGNATURE ON FILE
ELECTRONIC SIGNATURE ON FILE
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Mar 03, 2015
Order Number:
COR61453
Page:
FORM ID : WV_PRC_CMA_001 8114
Extended Description:
The vendor 1 .q~nturyLink Public Communications, Inc., agrees to enter with the agency, WV Division of Corrections, into a contract to provide inmate phone services
10 all of the vvv Division of Corrections facili1ies throughout the State of West Virginia, per the s1>ecifications, terms and conditions, Addenda 1 through 17, and the
vendor's proposal dated 07/11/2014 incorporated herein by reference and made a part of hereof.
Per the attached pricing page, the commission percentage to the agency will be 0.10%.
Line
Commodity Code
Manufacturer
Model No
81161707
Unit
Unit Price
EA
$0.032000
Description: Telephone Administration Service
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata, intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
lhe call throughout the duration.
Line
Commodity Code
2
81161707
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Description: Telephone Administration Service
Extended Description:
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
ITotal Order Amount I
Date Printed:
Mar 03, 2015
Order Number:
COR61453
Page:
2
Open End
FORM ID : WV_PRC_CMA_001 8/14
I Document Phase
COR61453
Final
Document Description
Pagel
COR61453 - Inmate Phone Services
of 3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
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Correctional Communications Services
West Virginia Division of Corrections
Solicitation #CO R6 1 4 53 ~
~ ~
Inmate Tele p hone System~ ..
D ue Date: J u ly 16, 201 4 ("
I
Submitted By:
CenturyUnk
5454 West 11oth Street
Overland Park, KS 66211
I
Contact:
Phil Burks
I
Senior Account Manager
Voice 913 ..345.7565 I Wireless 913.908.509~
Phillip.R.Burks@centurylink.com
1
Original
07/15/14 09:32:13AM
ldest Uir:Jinia Purchasins Division
~~~~ Centurylink™
~~~~
~~ ~.,
CenturyL.1n k"'
5454 W. 110111 Street
Overland Park, KS 66211
July 14, 2014
Department of Administration, Purchasing Division
Attn: Ms. Tara Lyle
2019 Washington Street, East
Charleston, WV 25305
Dear Ms. Lyle:
On behalf of the Centurylink account team, we welcome the opportunity to respond to the State
of West Virginia Solicitation COR 61453 for Inmate Telephone System and Service. Centurylink
is confident that our proposal meets all requirements, and we strongly feel that we offer the best
solution to meet the Agency's needs, now and into the future. Our Senior Account Manager, Phil
Burks (913.345.7565), will be your primary contact for any questions on our proposal that you
may have.
Centurylink has over 23 years of Inmate Telephone System (ITS) implementation and support
experience. Further, we believe our combination of in-state presence, financial resources,
customer service, technical expertise, in-depth operational experience, and qualified personnel
are unmatched in the industry. We currently provide ITS services for approximately 243,000
inmates nationwide, including multiple counties and five state departments of corrections.
Our response to the RFP will highlight our experience and will demonstrate that we are uniquely
qualified to provide the best solution for the West Virginia Division of Corrections. Centurylink
has exhibited a thorough understanding of your needs and proposes a solution that, combined
with our highly experienced resources, will provide you with the most advanced technological
solution available, one that wlH enhance the experience of staff, inmates, and friends and family.
CenturyUnk has a consistent and documented history of meeting and exceeding
every contractual requirement; time after time we have proven our flexibility by
implementing new services beyond the scope of the original proposal and
subsequent contract. We encourage the Agency to call any of our current or
previous accounts to verify this, and we strongly urge that you compare our
references to those from the other bidders.
1
:}.t~
':'i~~~
CenturyL.1n k,,.
5454 W. 110th Street
Overland Park, KS 66211
July 14, 2014
At Centurylink, we believe that a product is only as good as the people standing behind it. Our
fully staffed support center is always on call, and our entire staff is dedicated to providing the
best customer support in our Industry.
Sincerely,
9 \., ~~:-.D.
Paul Cooper
General Manager
Centurylink Correctional Markets
Office:913-345-6002
Fax: 720-264-8121
Email: paul.n.cooper@centurylink.com
2
REQU S
FOR PR POSAL
000055
COR61453- Inmate Telephone System
By signing below, I certify that I have reviewed this Request for Proposal in its entirety; understand the
requirements, terms and conditions, and other information contained herein; that I am submitting this
proposal for review and consideration; that I am authori7.ed by the bidder to execute this bid or any
documents related thereto on bidder's behalf; that I am authorized to bind the bidder in a contractual
relationship; and that. to the best of my knowledge, the bidder has properly registered with any State
agency that may require registration.
Centurylink Public Communications, Inc. dba CenturyLink
(Company)
Paul Cooper, General Manager
(Representative Name, Title)
Phone: 913-345--6002 /Fax: 720-264-8121
(Contact Phone/Fax Number)
~ t (t /~1t1
(Date)
AFFIDAVIT FOR CONTMCTS AND PAYMENTS
STATE OF QIG.J.HQMA KANSAS
COUNTY OF OKI.t.HOMA JOHNSON
)
)SS
')
The Undersigned (Architect, Contractor, Supplier or Engineer), oflawful age, being first duly sworn, on oath
states that this contract is trUe and correct, and that the Affiant is the General Manager [title) for CenturyLink
Public Com munjcations. Inc. d/b/a CentuzyLink (name of contractor), and that the affiantis authorized by the
Contractor to sign this Affidavit and thereby bind both the Affiant and the Contractor.
Affiant further states that the (work. services or materials) will be (completed or supplied) in accordance with
the plans, specifications, orders or requests furnished the Affiant Affiant further states that (s)he has made no
payment direr;:t:ly or indirectly to any elected official, officer or employee of the State of Oklahoma, any county or
local subdivision of the state, of money or any other thing of value to obtain or procure the contract or purchase
order.
That the Affiant understands and agrees that the Affiant, by signing this Affidavit under oath, hereby
represents and warrants that the Contractor is in compliance with Resolution Nu. 279-99 adopted by the
Board of County Commissioners of Oklahoma County [(the "Board'1] on 10·4·99, which provides that no
officer or employee of Oklahoma County, whether hired, elected or appointed, shall be interested, directly or
indirectly, in any contract for services, work materials, supplies or equipment, or the profits thereof, or in any
purchase made for or sales made by, to or with Oklahoma County, AND ALL SUCH CONTRACTS IN VIOLATION
OF SUCH RESOLUTION SHALL BE ABSOLUTELY VOID; provided, however, the following shall not be in
violation of such resolution: (a) contracts entered into by the Board with publicly held corporations; or (b)
contracts entered into by the Board that arise from settlements or arrangements of claims or lawsuits brought
by or against Oklahoma County that are being prosecuted or defended by the office of the District Attorney;
(c) the depositing of funds or contracts for the depositing of funds in a bank or other depository: or (d)
contracts entered into by the Board with an individual or organization that is the only reasonably available
source for the work, services, or materials sought by the Board.
CenturyLink Public Communications, Inc. d/b/a Centurylink
Business name of Contractor, ArchJtect, Supplier or Engineer
By_e..,__0
_(g
_~_~.._.___-----...,,,,~~=:!lo!!!===-!!:!!!l>..,,,,..,~Printed Name of Affiant:__P
_a
_u_l_C
_o
_o_p_e_r_,_G_e_n_e_ra_l_M
_a_
na_g_e_r_ _
~~
!:r' ,-<R\if\\
' Ff:ICIAL.
... A:. SEA~.~
if ~i·.i.r•iir
VALEFUE J. MIOOLETON
lN,.,....af,_,,....., l!V~
ndividually and on behalf of the Contractor
"'' """""'"""""' IOIV'lnCO
S- 3-"°J S_. /
'. ;.=~"':;::",_"===.:....-=~-...:;;;;:;;;a;!JAnested to before me this _._/~I___day of .Jk!JJ
By J/~
.20.J.1:.
Note: 62 OKL.ST.ANN. §§ 310.9 (A & B), require counties executing contracts with an Architect, Contractor,
Engineer or Supplier of Materials of Fifty Thousand Dollars ($50,000.00) or more to complete the statement
required by Section 3109 of Title 74.
Page 12
Title Page and Signature Pages
Table of Contents
Executive Summary
Vendor Response Sheet (Attachment A)
Mandatory Specification Checklist (Attachment B)
Item Number
Page
5.1
5.2
5.3
1
1
5.4
5.5
5.6
1
2
2
2
5.7
2
5.8
5.9
5.10
5.11
5.12
5.13
5.14
5.15
5.16
6.17
5.18
5.19
5.20
6.21
5.22
5.23
5.24
5.25
5.26
5.27
5.28
5.29
5.30
6.31
6.32
5.33
5.34
5.35
5.36
3
3
3
4
4
CenturyLlnk: Page 1 of 2
Solicitation #COR61453 • Inmate Telephone System & Service
4
4
12
16
16
16
22
22
24
24
25
25
26
26
26
26
27
27
27
28
28
28
29
31
West Virginia Division of Corrections
Submitted: July 16, 2014
32
80
83
5.37
5.38
5.39
5.40
5.41
5.42
5.43
5.44
5.45
5.46
5.47
5.48
5.49
5.50
5.51
5.52
6.53
5.54
5.55
5.56
5.67
5.58
5.59
5.60
89
89
91
92
95
98
99
100
106
106
107
107
108
109
110
116
116
117
118
118
118
120
121
5.61
5.62
5.63
5.64
5.65
5.66
5.67
121
121
122
122
122
122
123
123
123
5.88
5.69
5.70
5.71
Appendix
1. Addendum Acknowledgement
2. Value Added Services
3. Implementation Plan Chart
4. Exempt Information
5. Sample Reports
CenturyLink: Page 2 of 2
Sollcitatlon #COR61453 • Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
CenturyLink is pleased to submit this response for
the State of West Virginia's Solicitation for an
Inmate Telephone System and Service.
Change is not always the easiest path, but often is
the best. Centurylink will provide outstanding
support throughout a transition, during and after
the contract.
Our response demonstrates our understanding of
the requirements of the RFP, and presents
solutions that go beyond the base RFP to enable
the Agency to meet its current and future needs.
Equally as important, we base or relationships with
our customers on trust and respect; our success
~nturyUnk Company Profile
Company Information:
• 23 years Correctional Market
Experience
• Currently serve 243,000 inmates
• Third largest telecom company in
Uriited States
• 45,000 Employees ·
··2012 Pro-forma r4!venu.es of $18.78
• 13.9 mimon telephrine lines in 37
states
Ii 220,0oo mile fiber optic network
is built on three principles: Accountability to the Customer, Telco-grade Systems,
and Conslstently Better Service.
Accountability to the Customer • The Centurylink Team's Service
Approach
Service to the State of West Virginia
Our service plan for the Agency is multi-faceted. By taking excellent care of inmates
and their family members, complaints and overall frustration with the Inmate Telephone
System (ITS) is minimized. And by meeting our commitments and maintaining flexibility
throughout the contract, the State can be assured that their cost of administering the
contract will be absolutely minimized:
•
Dedicated Service Team: Although we are a part of a large national corporation,
our Correctional Markets Division is a standalone entity focused on managing
complex Inmate telephone system installations. Bottom line: the Agency can be
assured of focused, quality attention and service.
•
"Telco-grade" system, with no lost call records or voice recordings. Since the
Centurylink Team cut over its first ITS we have processed over 100 million call
detail records (CDRs) and audio recordings. Not a single CDR or audio recording
has been lost. No other provider's ITS can match the redundancy, fault-tolerance,
and overall performance of our system.
•
Consistent history of meeting or exceeding commitments. Time after time,
Centurylink has proven its flexibility in implementing new services beyond the
scope of the original RFP proposal process or contract.
Centuryl.Jnk: Page 1 of 5
Solicitation #COR61453 ·Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Service to Inmates
Service to inmates requires high system availability and prompt responses to Inquiries
and complaints, but it also means transfonning the ITS from just a one-way calling
system to a true administrative tool for the Agency:
•
System availability. Inmate perceptions of the ITS begin with exceptional system
availability. With our redundant architecture, no other provider can deliver the
system availability that we can.
•
Timely response to inmate complaints. Unhappy inmates mean unhappy staff.
•
Inmate Training. Transition planning also includes inmate training as well as day
room posters.
·
•
Ability to implement commissary ordering by phone and other automated
functions.
Service to Family Members
Poor service to family members Is a major problem In our industry and the reason Is
si~ple: cost. Live agents are expensive to staff and train, and most providers purposely
make it difficult to reach one. The Centurylink
Team's approach is different:
....-....
- ....... ···-·
,
. ···· -··--· ,.......--· ...,,. ..-... ...........,._..,.
• U.S.-based representatives who answer
The. ~uryUnk Team has longthe phone. Please call all vendors'
j ·e$taolished, u~s..~sed·call centers with
customer service llnes and compare:
coosistentfy low.hold tlmes.
'
Our call center can be reached at (888)
i
I
506-8407. Our average hold times are
! · Whi~ maintaining these servke·t•vels
consistently under 90 seconds - less than
·~ rrior; ~xpensl~, It increas~s
'
1O seconds during peak weekday times
for the.Sute
during which we are more heavily staffed. t .~nnections
\ •' "
·-··~··
--·~·-
'
~·
!
l
r-
•
and revenue
; ...; tvPiai~y IN
i"-' Ac more vs•.otber
Real-time routing to· customer service.
p[9Vide.rs ...:. rn·adciition to dec.reasing
When an inmate calls a number, if the
complaints from famUV. mem~.
called party does not have an account
' .
with us (for example, a first call to a cell
!I : We 1,1rge you.to ca~ qur cust9mer
·
phone) or has depleted the funds in their
.service tine~ ·and those"ofothervendors~ .
account, they are immediately routed to
1
[·
to experien_ce.tbe difference. ....
our call center and presented with options
to complete the call.
!·
I
•
No "alternative billing programs". Many providers have implemented programs to
artificially inflate commission offers. Automated payment systems that include
Voice Response Systems or Enhanced Text Messages charge hefty fees - up to
$15 per call - and do not obtain called party information for investigators.
CenturyLink account setups are NEVER anonymous, ensuring family
members they wlll never be charged $15 fees, and the Agency that called
party Information is available to investigators.
•
Audits and acoountability. As a division of a Sarbanes-Oxley compliant company,
CenturyLink completes monthly audits to vertfy call rating and billing accuracy.
Centuryl.ink: Page 2 of 5
Solicitation #COR61453 - Inmate Telephone System & Service
West Vlrglnla Division of Corrections
Submitted: July 16. 2014
Telco-grade Systems
Our proposal presents a state of the art ITS coupled with exceptional customer service,
which we have summarized below:
State of the Art Technology
Our proposed ffS has been developed with the help of correctional industry
professionals as well as experienced leaders in the telecommunications field. A few
examples of the System's capabilities:
• Enhanced Reverse Lookup Capabilities
• Ability to access the system without dedicated work stations. All inmate
Investigation, monitoring, and administrative functions can be accessed from any
computer with Internet access
• Live monitoring via workstation, telephone, or cellular phone
• On-line access to call data and recordings from any Internet-enabled computer
• Easy-to-use tools for saving, copying, or emailing recordings, reports and call
detail records
• Inmate PIN integration with your existing JMS vendor
• Debit account funding from trust or commissary systems
• Commissary ordering over the phone system, including intelligent enforcement of
ordering rules and inventory availability
• Inmate information services using the phone system, including release
information, sick call appointments, trust account balance information, etc.
• Data exchange for automated updating of VI NE data
B
PREA and other "hot line" numbers are easily programmable
ITS Platform
Our platform provides exceptionally high availability, and is a browser-based application
that allows control, monitoring, searching, and reporting of all inmate calls through a
simple, point-and-click GUI (Graphical User Interface). All data is stored at multiple
geographically diverse, highly secure and highly available data centers to provide
exceptional redundancy of data.
All call detail records and call recordings are stored on-line; they are never archived.
This information will be available immediately; there will be no delay waiting for archived
data to be restored.
a
Our goal rs to provi de stata-oHliH-art ITS that not oniy increases the productivity and
effectiveness of inv£~stigative staff. but can also bF; used to automate and streamline
operations within the facility.
CenturyUnk: Page 3 of 5
Solldtatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Consistently Better Service
•
Centurylink is fully qualified, exceeds the
experience requirements, and has been
providing inmate telephone services to
federal, state and local governments for
over 22 years. We have state and county
contracts providing Inmate telephone
services for approximately 243,000
inmates nationwide.
We undef'Stand there may be «>ncern or
hesitation to. change providers; we invite
West Virginia to contact any of our state
or tounty inmate
telephooe
.
. .. service
accounts to vei'lfy our ability to
successfully and ~eamlessiy implement
and ~dminister inmate telephone ser\rices.
•
Our Project Team has almost 300 years of
combined telecommunications experience with inmate services, and has
demonstrated the ability to understand our customer's issues and creatively
adapted our approach to address their issues and meet their needs.
•
During the month of March 2011, we concurrently Installed Clark County, NV,
(380 phones), City of Las Vegas, (11 O phones), and Hillsborough County,
Florida, (468 phones).
•
We perfonn monthly audits on all call records, ensuring accurate commission
payments.
?~YAhin:t~e),ast five ye~1~ : C.~n_turylink has se~mlessly ilnplem~nted systems serving
over 190.000;lnmates natior1wide.
•
•
•
•
'
•
~
>-
•
...
Centurylink's support staff is experienced, fully trained, and certified on the
proposed ITS. This team will be led by Phil Burks, our Account Manager, with 8
years of inmate industry experience, and Barry Brinker, our Operations Director,
who has 16 years telecommunications experience, including prime responsibility
for the installation of the Texas Department of Criminal Justice Offender
Telephone System, a ground-up project with 114 sites and over 5,000
telephones.
Summary of Key Differentiators of the Centurylink Team
As the Agency is well aware, inmate calling services are a complex IT service spanning
network engineering, system integration, field operations, and called party customer
care. As a result, it is difficult to fully judge a provider's capabilities - and the true total
cost of ownership to you and your citizens - from just an offerer's carefully constructed
RFP responses. Please carefully consider the following during review of the responses:
Accountability to West Virginia - no one even comes close
•
Ownership of the entire solution, from the ITS to the fiber the network runs on
•
By far the strongest provider financially, with over $3 billion in annual cash flow
Cenb.lryLlnk: Page 4 of 5
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16. 2014
Telco-grade system engineering
•
Network owned and operated by Centurylink
•
Redundant facilities we own and control, resulting in 99.999% availability for both
inmate calling and investigations.
Consistently better service
•
Seamless transition: highly experienced install team partnering with existing
providers
•
Family members have simple and fast access to live U.S-based representatives,
not an automated system.
•
A service program that results in 20%+ more revenue than other providers - we
have the data to prove it.
We believe these unique capabilities combined with ou1 very coinpetit1ve calling rates,
provide the lowest total cost of ownership and best value to Wes! Virginia We
encourage you to call any of our references to verify our performance .
Why Select Centurylink for this Project?
•
Our solution meets or exceeds all specifications.
•
Centurylink has provided similar inmate telephone services for numerous clients
and has excellent references.
The combination of Centurylink's seasoned management and highly qualified
service staff enable us to reliably deliver successful projects and provide
exceptional ongoing support.
• A commitment to service that means more revenue and fewer complaints to the
Agency.
We at Centurylink thank you for the opportunity to present this response. We are
dedicated to going over and beyond your expectations, and we commit to providing the
State of West Virginia the best inmate telephone services experience possible.
CenturyLink: Page 5 of 5
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Attachment A: Vendor Response Sheet
Provide a response regarding the following: jinn and staffqualifia:ztions and ten ( 10) years- eStoragexperience in
completing similar projects, andfive(5) ofwhich must be in stat.e owned correctionalfacility; Five (5) references,
three(3) of which must be from stat.e owned correctiorial facility; copies of any stqff certifications or degrees
applicable to tms project; proposed staffing plan; descriptions ofpast pro,jects completed entailing the location of
the project, project manager name and contact ir(orrmtion, type of project, and what the project goals and
objectives li-We and how they were met.
Inmate Telephone Systems and Service Qualifications
Centurylink Public Communications Inc. {"Centurylink") is a wholly~owned subsidiary of
Embarq Corporation, which in turn is a wholly-owned subsidiary of Centurylink, Inc.
Centurylink has over 23 years of Inmate Telephone System (ITS) implementation and service
experience. We currently provide inmate telephone services for facilities housing over 240,000
inmates nationwide, including multiple major
counties and five state departments of
Qualifications
corrections (Alabama, Kansas, Nevada, Texas,
Wisconsin), and are in the process of
Centurylink Public Communications. Inc.
transitioning the Idaho Department of
{"Centurylink")
Corrections to our ITS from GTL's ITS.
• 23 years expenence in mmaf.:~ telept1one
We already have service infrastructure in the
State, providing public payphone service the
State of West Virginia, West Virginia rest areas,
state parks, and toll booth areas.
Our Project Team has almost 300 years of
combined telecommunications experience with
inmate services, and has demonstrated the
ability to understand our customer's Issues and
creatively adapted our approach to address their
issues and meet their needs.
Within the last five years Centurylink
Correctional Markets has seamlessly
implemented systems serving over 190.000
Inmates nationwide. CenturyLink's support staff
is experienced, fully trained, and certified on the
sys1ems
• 5 e1;ist;n9 stale cm1tracrs: nunwrous county
contrdcts
• Provwe ITS services for ov012t:O.OOO1nn1<.11es
nationwicle. gro'u\~n9 to over 250 ODO 2l1h:.r
installation al W3!10 DOC
• Already providing ou:JH; p<wn11or:e
ser·,·1ce~
• tOOo/.·, rel(:in110n r<.le \•,11i1: Eniorr.e' S" stem
dat111. t•ack lo 2006
Centurylink, Inc. (parent corporation)
• 3' ' lar~;cst 1orcco!1•rn~ir11ro~iors compJny 111
us
• $16 bB!mn annuJI revenues
• Only putilicly lv~IJ C\Hr•~nl i y Smbanes:-0.-:le;t
comptirn11 r.or•lp<1ny ui in111:.irc- corxr1unicahons
Enforcer® System which we will install for the
Agency.
CenturyLink: Page 1 of 26
Solicitation #COR61453 ·Inmate Telephone System & Service
10
Hie Sla!e of Wes! Virg111ia
• Systern \rnnsitio11!>/•nstalia!ions l0Wl1nq
190.000 inmates. mJ;1sl 5 years
West Virginia Division of Corrections
Submitted: July 16, 2014
Corporate Qualifications
As a division of the third largest telecommunications company in the United States, Centurylink
Public Communications, Inc. ("Centurylink") has the financial resources to support our
accounts. Just as important, Centurylink, Inc. is currentl y Sarbanes-Oxtey-compliant - not pastcom pliant or SAS70/SOC1 "certified" - meaning that we have the financial and operational
controls in place to ensure the integrity of the Agency's data as well as the integrity of our rating
and billing data.
Centurylink, Jnc., Centurylink's parent company, is the third largest telecommunications
company in the United States (45,000 employees, $188 in annual revenues). is a S&P 500
company and ranked at number 150 on the Fortune 500 list of America's largest corporations. ll
is recognized as a leader in network and data center serviees by technology industry analyst
firms.
Centurylink, Inc. provides data, voice and managed services in local, national and select
international markets through its high-quality advanced fiber optic network and multiple data
centers for businesses and consumers.
Centurylink, Inc. will also provide significant additional support for our inmate communications
contracts, including worfd class data center infrastructure, network bandwidth, and repair
personnel.
Technology Partner · ICSolutions
Centurylink's key partnership is with Inmate Calling Solutions, LLC ("ICSofutions"). ICSofutions
is the industry-leading provider of inmate telephone and call control systems, with unmatched
end-user call-routing as well as investigative usability and security features.
Enforcer System Development and Technical Support. ICSolutions designs and
manages the Enforcer core offender call control and recording system. As detailed in our
response, the Enforcer System will be com pletely dedicated to West Virg inia and
includes upgrades provided at no cost throughout the contract.
o
Enforcer System Integration. Data integrations with state and other third party
systems, e.g. the Offender Management System. All integrations are written to West
Virginia-defined specifications, not vice versa, and are available at installation and
throughout the contract (as systems change or additional integrations are requested) at
no cost to the state or inmates/family members.
Special Feature Design. As CenturyLink and ICSof utions have done at other state
agencies, custom reporting and features are available upon request at no cost. The
dedicated architecture specified in the RFP facilitates custom feature deployment strictly
for West Virginia DOC.
CenturyLlnk: Page 2 of 26
Solicitation #COR61453 - Inmate Telephone System & SelVice
West Virginia Division of Corrections
Submitted: July 16, 2014
Experi~rn;;e
and Customer References
1
References - Summary
The following are the Department of Corrections that Centurylink currently serves - in order to
provide a complete picture of our service history, none of our state DOC customers have
been excluded from the list below.
·-
... .
.... ,
Alabama Department of
Corrections
customer
~
Served srnce
Account size
Summary of Services
2012
·3o··raCflitieS.· 25Jo·oo irlrTI.ate·s
-o"Msinteriace~ first~timi:) · · ·
Installation of self-learning PANs,
CTL attorney audits, fraud and
velocity controls, prepaid collect
and inmate debit, location-based
calling restrictions
R.o"bert Msranffey, -Assisfarit
Contact
Accounting Director
Phone:(334}353-5561
Email:
/~!>.~rt'.~r,~~!!~X~9.'!9·.~1 ~.~~~-~-;~~Y- .,
-customer
· l<ansas-oesia'.:tnlentof
·-·-Corrections
·-- ·- ··- · . . - - - ... .
2007
~
Served since
Account size
Summary of
servfu
contact
13 taciiiiies.-9-:-soo inmates
OMS intertace, .intefface with
JPay kiosk system for inmate
debit purchase, interface with
Union Supply for commissary
ordering by phone (in-process),
P!.~P-~~~-~11.e~l___ __.... --.. . . --·-·-Chris Walker, Communications
Supervisor Lansing Correctional
Facility (formerly Kansas State
Penitentiary)
Phone: (913) 727-3235
~1"!:1~!!=..~.~ri_~/,\:\'..~!~~r~~~'.k~~9C?,"..
Centuryllnk: Page 3 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Nevada Department of
Corrections
.. -·-··. -··
Customer
Served since
Account size
Summary of Services
2008
1a facifities,
12,700 inmates
OMS interface, prepaid collect,
inmate debit, continuous voice
biometrics, cell phone detection
equipment trial, automated
inmate information services,
detailed location-based calling
restrictions by housing units,
inmate voicemail
Dawn Rosenberg, Chier
Purchasing and Contract
Management
Phone· (775) 887-3219
Email· drosenbe_rg@doc mt gov
·of
Contact
Customer
Texas Department of Criminal
Justice
Served since
2008
114 f~ciliti~s. }~_o,ooo inmates
First-time installation of phone
infrastructure (Gigabit-Ethernet
LAN), OMS interface, prepaid
collect, inmate debit, pre-call
Account size
Summary of Services
voice biometric validation,
Managed Access implementation,
called party and attorney identity
-~De!. ~~!~-~!.'.C?i'.. Y.~~i~c_ati ~n
Lynda C<?.bler
Contact
Wisconsin Department of
Corrections
..
.. 2001
Customer
~-·-~·-
Served since
Account size
Summary of Services"'"
···3a tacmties, -22,000 inmates
OWis· interface, first time· t=i1N
implementation, attorney
balloting, continuous recording
..._storage
John Shanda,
, Telecommunications Manager
·. 1 Phone: (608) 240-5666
Email:
john.s,h,~nda@~i-~consin_.gov
CenturyLink: Page 4 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
We also invite WVDOC to contact our newest customer, Idaho Department of Corrections,
where we are currently in the process of installing.
Department of
Customer
Idaho
Corrections
Served since
Account size
Summary ot ·service!
Contact
.. ~~rj~r:i.!i~ ~n~tal~~g-
.. _
· 13 facilities, 7,500 inmates
OMS in-teiface, word search,
voice biometrics, installation of
inmate living unit kiosks including
video visitation, commissary
ordering by phone and kiosk,
inmate debit, automated inmate
information services
Juliet McKay, Contract Officer
Phone: (208) 658-2176
_ ___ E~ail:j~ckay~idoc.id.ah9 ._Q9v
Description of Past Projects
Alabama Department of Corrections
Centurylink signed a contract in June 2012 with the Alabama
Department of Corrections to install 1, 121 inmate phones serving
approximately 25,000 inmates at 30 facilities throughout the state. The
installation was completed in September 2012.
The project goal was to complete the installation on schedule and within specifications. During
implementation, our team uncovered widespread wiring issues; however, the project goals were
achieved and the installation was completed on-time.
Centurylink worked closely with the incumbent
ITS vendor to ensure a seamless transition of
service from the existing calling platform to the
Enforcer System with no loss of service, and all
existing customer data (PIN numbers, PINIPAN
lists, globally blocked numbers, privileged (do not
record) numbers, etc.) successfully transferred.
- · -.-·• . ..
• ." ) : ·.
•
-:
•
-. . :~J ~·. .
• ~
••
,· _:· . .- ;"
!
•• .
••
-- .. •. : . ..
. . • · •.
!."
•
; !~··~ji~tj~!*,;:·
~
''
• Interface with the Alabama DOC Offender
Management System.
First-time implementation of automated
Personal Allowed Number (PAN) management
CenturyLlnk: Page 5 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
.. :
· ': Al@bama ooc:·. cent11ryLihk's. :~Mce t9., -··
Noteworthy aspects of the implementation project
were:
•
. -
Repair of widespread inside :~. _:.:;·
· ·.· , cabling issues /eft behind by_ .., . . _ ··
. . _ previous provider,,..:·:',:·:.,.
. • · Fir.st~t1me impleinen'tation of seff. · :.. ·- .teaming PANs ·'. ::c:,' · . ·• · ·
: .
· ~ ·: .·' lmplramentat10ri of remote vld~o · ' '.: ·
.. :-: visitation ..pilbtprogram :/ '· . . .
_':
. •.'_=·_:
West Virginia Division of Corrections
Submitted: July 16, 2014
•
•
Pilot implementation of remote video visitation
Development of a debit calling interface with the Alabama DOC trust account system
Shelia Rafferty was the Implementation Project Manager for this project and her contact
information and qualifications are listed above in the Staff Qualifications Sectiori.
Kansas Department of Corrections
Centurylink has provided inmate telephone service for Kansas
Department of Corrections since December 2007, and was
recently awarded a new long-term contract to continue serving
KDOC. CenturyLink is one of the only inmate telephone
K
S
')EPARTMl:N"!' Of coR~rcrioNs
providers in the past 5 years who has been able to retain an existing state DOC account
under a newly issued RFP/contract.
KDOC has 967 inmate phones at 13 facllities throughout the state, and an average daily inmate
population is approximately 9,500
After the initial contract and renewal options
expired, the contract went out to bid in 2012 and
a new contract was awarded to Centurylink and
signed in January 2013 for an additional three
years with two one year renewal options.
CenturyLink worked closely with the incumbent
ITS vendor on the initial installation in 2007 to
ensure a seamless transition of service to the
Enforcer System with no loss of service, and all
existing customer data (PIN numbers, PINJPAN
lists, globally blocked numbers, privileged (do
not record) numbers, etc.) successfully
transferred, including a compressed installation
schedule and ''buyout" of the prior vendor ahead
of the Christmas holiday.
.. .
~,' ~
.. ·.
K1ns1s poc: During ou; installation at the
I
I
Kansas POCin 2007, we l'BCognlzed a :- 81gnificant amount or "noise" on many of th$ lin9s afthe state's latrisst facility 'S1te staff :
stated that 1t was a reported chrome issue · thflt h(Jd not b~en addressed by the-prev;ous
providei', who faced a $15,000+ cost of _
·.-·::: ..
hiring outside contractors to fix the problem. _
.
.
. '
... ...
. - How9var, through the network organlzatiori
·: of CflnturyUnk. -Inc. we were able to dispatch
an outside plant eXpett to the sits, and - .:_·_.
-_. r~solved the pro'?'8m within one day.· ·.·: -- ;·
~
. ..
.
~· :
·.·
Noteworthy aspects of the implementation project were:
•
Interface with the State of Kansas Offender Management System.
•
Interface with the State of Kansas Commissary System
•
•
Automated debit calling
Interface with JPay for kiosk features
Shelia Rafferty was the Implementation Project Manager for this project and her contact
information and qualifications are listed above in the Staff Qualifications Section.
Centuiylink: Page 6 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Oivlslon of Corrections
Submitted: July 16, 2014
Nevada Department of Corrections
Centurylink signed a contract to provide inmate telephone service for
Nevada Department of Corrections in February 2008 and completed the
installation in April 2008. Centurylink installed 678 inmate phones at 18
facilities throughout the state. The average daily inmate population is
approximately 12, 700.
The project goal was to complete the installation on schedule and within specifications. Even
though there were challenges with the installation {as with any large project), all goals were
completed on time and within specifications.
CenturyUnk worked closely with the incumbent ITS vendor to ensure a seamless transition of
service to the Enforcer System with no loss of
service, and all existing customer data (PIN
.. :.
·. . .
'
.
.
numbers, PIN/PAN lists, globally blocked numbers,
i
.~rit~u~tds proud:·or. :·.
privileged {do not record) numbers, etc.) successfully ::~
!OfifJ,;fitan¢1riiJ ~rin~rsiI;p~·wofi .No:o¢,
transferred. Noteworthy aspects of the
; : ."'a.nil ha.S.'impieirJ6nteifa /u,Jmber'of.vaflifj~ .
. ~- adc#idproductsandfestftres WI.th it~ :.::'·\:
implementation project were:
.-:~
,•,
'
·;.."'
:,·.·AievBtla·®c:
; our:
; · :=
I
•
•
•
Jmp~C[ to ~111'1g ralfis =or r:;ommission$' · ·
Interface with the State of Nevada Offender
Management System.
f,''
· ... •. •' ·.
. .;
.
.
.
.
: ·.·.These feattires have inclf.id6d no-cdst ·.
Interface wlth the State of Nevada Inmate
. '.• pandwtdth. augnwntatiQns to th~ s/{ite'$
Banking System Commissary
i in~~it/a1 netWcfk, iomat~ v.ol@.i;ita.il,.
Automated PIN and Debit calling
:
" autcimat;.,d ~nfOtin~ikin §ervi~s tot
Initially implemented Pre-call Voice
.: 1nin.ati3s, and. ath~r
products.'..· ..' .···:
.··; ·, .·:
Biometrics
Implemented Continuous Voice Biometrics
(Investigator Pro) mid-contract
Network bandwidth swap mid-contract
Inmate automated information services - trust-account verification implemented through
the Enforcer System mid-contract
Inbound friends & family voicemail for inmates mid-contract
Informational messaging system implemented mid-contract
:.:-_:-~'fJl~t/'-~~-:·&t~~';::r:;_:';<:<,;::<.:
'
•
•
•
•
•
Shelia Rafferty was the Implementation Project Manager for this project and her contact
information and qualifications are listed in the Staff Qualifications Section.
Centurylink: Page 7 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Texas Department of Criminal Justice (TDCJ)
Centurylink signed a contract to provide inmate telephone service for
the Texas Department of Criminal Justice in October 2008. The
installation began in February 2009 and was completed in December
2009. Centurylink installed 5,385 inmate phones at 114 prison facilities
throughout the state. The average daily inmate population is
approximately 160,000.
The project goal was to complete the installation on schedule and within specifications. TDCJ
did not offer inmate telephone service prior to this contract. This made the
implementation the largest inmate telephone system project ever undertaken, requiring
all new wiring, conduit, and telephone installation in every facility. In addition, a
customized PAN verification process was developed by Centurylink to meet the rigorous
requirements of TDCJ.
Noteworthy aspects of the implementation project
were:
.,
•
•
•
•
Automated population of inmate informa1ion
Voice print biometrics
Interface with TDCJ Commissary
Automated debit calling
Customized PAN verification process
: TeXas DCJ: ·centuryiink.i~st~lled th(i first
. orref>der-te/ephone system -ever alfowed . .
· In Texas·..:.·the largestots prOj~9t eit!J~ ' · ·
, · iindertaken.
· ·' · ·
. .
·" ·'
th8 p,.;;'ce'ss
CenturyUrik is also in
of
installing·a.contraband dell phone
. .· . ;: . :
.
. : . I
Managed Access system at two TDCJ . · i
sites; this mst.allat1on was negotiated mid- . .
contract
·· .... .,..
· .· .
Barry Brinker was the Implementation Project
. . ·. .
Manager for this project and his contact information
and qualifications are listed in the Staff Qualifications Section.
~
Wisconsin Department of Corrections
CenturyLink has provided inmate telephone service for Wisconsin
Department of Corrections since 2001. Centurylink installed 1,287
inmate phones at 36 facilities throughout the state. The average
daily inmate population is approximately 22,000.
Wisconsin is another example of CenturyUnk's long-term
commitment to service and customer retention. At the
expiration of the original 2001 contract and extensions in 2009,
Centurylink won the resulting RFP and new long-term contract.
Centurylink wori<ed closely with the incumbent ITS vendor to ensure a seamless transition of
service from the existing calling platform to the Enforcer System with no loss of service, and all
existing customer data (PIN numbers, PIN/PAN lists, globally blocked numbers, privileged (do
not record} numbers, etc.) successfully transferred. Noteworthy aspects of the implementation
project were:
CenturyLink: Page 8 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted : July 16. 2014
First-time implementation of PINs
•
Secure and approved system User Remote Access when this was a relatively new and
uncommon feature
On-line call recording storage for the life of
Wlscon§in DOC: WIDOC is
the contract and seven years beyond
CenjµtyUnk.'s
longest-.senled
DOC
.
.
.
Instructional video production
' eu!ltomei,·S.fnc:e 2001·; We wer.e ..
Placement of on-site PIN administrators
awarded the opperluntty to
•
·~
•
oonilnq9 '
•
Shelia Rafferty was the Implementation Project
Manager for this project and her contact information
and qualifications are listed in the Staff Qualifications
Section.
1r."
.-
~~--·t·
.
"
. .,.
.. -:---
serving Wisconsin in 2009 under a
new lo~g-te;m c~mtracf.
.:_ ·'. _.. ·· :_st~ff~flg : a_QC! .~XP.~fi.~~.<?-~ of.P~rso~rf~I.. _'. ·
:o:,-a.-.~
~
-=-- ~
•
-
- ,.
-
-
.- '
-
,
'
I
.
~
0
1
Staffing Roles and Responsibilities
Provided below is the service organization Centurylink will have in place to meet the
requirements of the contract. Our service organization begins with the customer, who is
provided with a Program Manager, Brenda McKinley focused on customer satisfaction and
contract compliance.
Brenda will oversee a staff of four (4 ) West VlrginJa-based field technicians (exceeding
requirements) and three (3) Investigator 1 positions at WV DOC headquarters or other
desig nated location. These positions are shaded in blue.
In addition to service personnel focused serving all of Centurylink's other DOC contracts,
Brenda will have access to all of the corporate resources of Centurylink, Inc. - network, data
center infrastructure, skilled higher-level technical personnel (e.g. outside plant technicians,
fiber splicers}, as well as the financial resources of an $18 billion company.
Put together, no other provider can come close to providing WV DOC with the service resources
that Centurylink can.
Centurylink: Page 9 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Service Organization Chart - West Virginia Division of Corrections
.
··•'
..._. -.·.. . .,.,
~ ~;~
Centurylink's Service Delivery Team provides overall management oversight to all of
Centurylink's DOC contracts, including but not limited to contract compliance, service metrics,
security feature development, data integrations, network operations, and all other aspects of
turnkey correctional communications services:
- - -- - -- -- --
· - -- -
Centurylink: Page 10 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Centurylink Public Communications - Service Delivery Team
Oth1t1 $uppon
, ..\llfit
Olinv; Ly,..
tcoi
{11rt'!:t,,r
~:i;<!S
& A"'"'
M91r11
.•
<lll~M
·~QUH
llll11n91•
)ffllne Contact
.• .
Escaf at ion List
In the event Ms. McKinley is unable to timely resolve an issue for any reason, or if an issue is
determined by the DOC as critical and needing immediate escalation:
Level
Escalatfon Point
1
Program Manager
(Brenda McKinley)
Phone: (419) 755-8473
brenda.m.mckinley@centurylink.com
2
Director - Operations
(Barry Brinker)
Phone: (503)990-6466
barry.e.brinker@centurylink.com
3
Director - Sales & Account Management
{Darryl Lynn)
Phone:(913)345-6343
darryt .lynn@centurylink.com
4
General Manager
(Paul Cooper)
Phone: (913) 345-6002
paul.n.cooper@centurylink.com
Centurylink: Page 11 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
The contact information for Bill Cheek, President Wholesale Markets (Mr. Cooper's supervisor)
and Glen Post, President & CEO (Mr. Cheek's supervisor) will be additionally provided to the
DOC upon contract award. Although Centurylink has never experienced a situation where a
customer issue required escalation past Mr. Cooper, this option is available to DOC personnel
at their discretion.
With respect to the corporate resources of Centurylink, Inc., the following organizational chart
includes the corporate hierarchy including Centurylink Public Communications General
Manager Paul Cooper through CEO Glen Post:
Centurylink, Inc. Executive Leadership
Centurylink, Inc. Senior Execu~ive Organization
Glen Post- President & CEO. The Centurylink career of Glen F. Post, Ill has spanned 37 years.
He has served as Chief Executive Officer for 21 of those years and has directed all of the company's
acquisitions and divestitures during this time. In less than ten years he led the company from the
eighth to the third largest telecommunications company in the U.S.
Post leads a highly respected management team that Is focused on delivering high-quality products
and services to their customers; enhancing the communities they serve in a meaningful way;
creating a dynamic work environment for employees; and achieving industry-leading, long-term
shareholder value. His disciplined approach to strategic acquisitions and operations leadership as
well as his focus on utilizing Centurylink's strong cash flow and financial strength to drive long-term
shareholder value has positioned the company for continuing growth.
CenturyLlnk: Page 12 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Post serves on the National Security Telecommunications Advisory Committee (NSTAC), and chairs
the Communications Security, Reliability, and Interoperability Council (CSRIC).
WI/I/am E. ("Bill'? Cheek- President Wholesale Markets. Leading the Wholesale Markets
Group, Bill Cheek is responsible for Product, Marketing, Sales, Service and Operations for the
portfolio of Wholesale Products offered to inter-exchange carriers, competitive local exchange
carriers, wireless providers, and correctional communication systems. He had a leading role in the
merger of CenturyTel and Embarq - creating Centurylink in 2009 - and used that experience again
in the 2011 consolidation of Qwest into Centurylink. He previously served as President, Wholesale
Markets Group at Embarq and Assistant Vice President - Strategic Sales and Account Management
in Sprint Business Solutions, where he was responsible for developing and maintaining relationships
with large wholesale customers. A 37-year veteran of the telecommunications industry, Cheek
began his career with Allied Tel in 1977, before joining Sprint in 1981.
Karen Puckett-Executive Vice President and COO. As Centurylink's Chief Operating Officer.
Puckett is responsible for the company's financial and operational performance in the business and
consumer segments. She leads marketing, sales, service delivery, care and customer experience
initiatives for all business and consumer customers and the implementation of the local operating
model in the c.ompany's local service areas in 37 states. With 30 years of telecommunications
experience, Karen Puckett is an industry veteran with proven success in the integration of complex
operations, the achievement of industry-leading financial and operational performance, and the
creation of a company culture that is focused on accountability, innovation and growth.
Jeff Von Dey/en, President Technology Solutions. As President of Technology Solutions, Von
Deylen oversees all aspects of the global managed IT solutions business, including sales, business
development. mark.eting, product development and innovation, operations and customer service. He
previously served as Senior Vice President of Global Operations and Oient Services for Savvis
(acquired by CenturyUnk in 2011), leading teams engaged in client lifecycle support. This comprised
service transition, service operations and continuous improvement strategies for all product lines,
including network, collocation, managed hosting and cloud solutions. Before joining Savvis, Von
Deylen held financial and corporate development positions at companies such as American Electric
Power Co., GTS Telecommunications, Qwest Communications International and Arthur Andersen.
Girlsh Vanna - President Global IT Services & Solutions. Varma is currently President of Global
Information Technology Services and Solutions, where he is responsible for leading CenturyLink's
new products and solutions in the areas of IT strategy and system consulting, application services,
cloud systems integration and IT security services. Prior to the acquisition of Qwest in 2009. Varma
served as Senior Vice President and Chief Information Officer at Qwest, a position he held since
September 2006 and included leading the IT organization in enabling the business turnaround at
Qwest. Prior to joining IBM, Varma was a Vice President at AT&T, where he retired in 2003 after a
successful 25-year career. At AT&T, he had the CIC and service development responsibilities for
AT&T business, network and local services. He started his telecommunications career at Bell
Laboratories, where he held a number of technical and management positions with increasing levels
of responsibilities. During the past several years he led a number of successful business and IT
transfonnation programs in several areas.
CenturyLink: Page 13 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Maxine Mo:eau- Executiva Vice President Network Services. A 30-year veteran of
telecommunications, Network Services Executive Vice President Maxine Moreau is responsible for
network planning, engineering and construction as well as the network operations reliability centers
for the company's global network. She also is responsible for field operations for the national
backbone network. Moreau is overseeing the network enablement that currently provides
commercial 100 Gbps service to businesses for high-bandwidth needs as well as the deployment of
1Gbps fiber networks in certain markets for both consumers and business customers. Centurylink
has the third~largest domestic fiber network in the United States. Before being named to her current
position in May 2012, Moreau was Senior Vice President of Integration and Process Improvement. In
that role, she led the successful integration of Centurylink, Embarq, Qwest and Savvis, creating a
Fortune 150 company and the third-largest telecommunications company in the United States.
Centurylink is now recognized as an industry leader in acquisition integrations.
William ("Bill'? Bradley- Senior Vice President and Chief Information Officer. Bill Bradley is
Senior Vice President and Chief Information Officer for CenturyUnk. During his 29~year span he's
had substantial involvement in numerous acquisitions and in driving synergy and innovation
throughout the company. Bradley previously served as Chief Technical Officer. and has served in
leadership roles in all aspects of information technology and information security. Bradley serves on
several boards focused on developing collaborative relationships between industry and academic
organizations.
R. Stephen ("Steve'? Davis - Executive Vice President, Public Policy & Government
Relations. Steve Davis is responsible for the development and advocacy of Centurylink's
regulatory and legislative policies at the federal, state and local levels. He leads an organization
that includes professional staff located across the company's service region and oversees the
company's federal regulatory and legislative affairs office in Washington, D.C. Davis has more
than 35 years of experience in federal, state and local telecommunications law and policy.
Before joining Centurylink, he was senior vice president of public policy and government
relations at Qwest Communications, where he directed the company's public policy activities,
including regulatory reviews of Owest's merger with Centurylink.
Scott A. Trezise- Executive Vice President, Human Resources. As CenturyLink's top Human
Resources executive, Scott Trezise leads all domestic and international human resources functions
including compensation and benefits, employee and labor relations, leadership development, HRIS,
HR policy, organizational effectiveness, payroll and talent acquisition. Prior to joining the company,
Trezise served as Senior Vice President of Human Resources for the Shaw Group in Baton Rouge,
Louisiana, where his responsibilities included compensation and benefits, talent management,
staffing, and learning and development.
Stacey Goff- Executive Vice President & General Counsel. Stacey Goff is responsible for the
company's Legal, Corporate Strategy, Corporate Communications, Investor Relations, Brand
Management, Compliance and Ethics and Aviation functions. He has played a key role in negotiating
and closing the numerous acquisitions and dispositions Centurylink has completed over the last 15
years. He also contributes to the negotiation of the company's complex agreements and large
dispute resolutions with third parties, as well as assisting the company's executive management and
board of directors in their compliance with applicable laws and regulations. Goff's responsibilities
CenturyLink: Page 14 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
include all aspects of the company's legal affairs, including support for business units, corporate
functions, board- and shareholder-related legal matters, litigation, intellectual property and regulatory
matters as well as directing the company's strategy, communication and branding teams.
Paul Cooper- General Manager, CenturyLink Public CommunlcatioM. Paul has overall
responsibility for our Public Access group including sales, field service, call center operations,
systems development & support, and product management for Centurylink, lnc.'s inmate
communications and public payphone businesses. During his approximately eight-year tenure in his
current position, Centurylink has grown its correctional communications business significantly and
now serves correctional facilities housing over 240,000 inmates, up from 110,000. He began his
career at Sprint in 1999 and has served in a variety of functional areas including finance, network
design, enterprise sales, and consumer product management, in addition to leading the program
management effort to spin off Embarq from Sprint. Prior to working at Sprint he was an Economic
Research Associate at the Federal Reserve Bank of Kansas City.
Key Contract Personnel • Resumes
Centurylink's service to WV DOC begins with our Program Manager, who is supported by the
personnel shown in the organizational charts above. Resumes of key contract personnel are
detailed below:
BRENDA MCKINLEY
Program Manager - WV DOC
665 Lexington Ave. Mansfield OH 44907
419-755-8473 Office
Brenda.M.McKinley@CenturyLink.com
PROFESSIONAL QUALIFICATIONS!ExPERIENCE:
•
•
•
38 Years experience in Telecommunications
15 Years experience in Public Payphone Services
Experienced project manager
CURRENT RESPONSIBILITIES:
•
•
•
•
Inmate facility account management
Performance Metrics and Financial Analysis
Service Order Contro
Technician management
DOC:
Implementation - Site Configuration
Ongoing Program Management
PRIMARY FUNCTION FOR WEST VIRGINIA
•
•
EDUCATION I TRAINING:
•
•
•
Project Management Training, Baldwin·Wallace
Enforcer Administration
Ongoing CenturyLink training in customer service, technology and management
Centurylink: Page 15 of 26
Solicitation #COR61453 - Inmate Telephone Sy$1:em & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
ADDITIONAL KEY PERSONNEL:
PAUL COOPER
General Manager
5454 West 110th Street, Overland Park, KS 66211
(913) 345-6002 Office
Paul.N.Cooper@Centurylink.com
PROFESSIONAL QUALIFICATIONs/ExPERIENCE:
•
•
•
14 Years experience in Telecommunications
7 Years experience leading Centurylink's Inmate Communications business
Variety of functional expertise including finance, program management, network design
and technical sales and support
CURRENT RESPONSIBILITIES:
•
Lead 100+-member team responsible for sales, service, and operations for
Centurylink's state and county inmate telecommunications market, in addition to
managing public pay phones throughout the U.S.
PRIMARY FUNCTION FOR WEST VIRGINIA
•
•
•
DOC
Overall contract administration
Contract Approval
Escalation Point
EDUCATION/ TRAINING:
•
•
•
Bachelor of Arts in Political Science and Economics
Masters of Business Administration in Marketing and Finance
Masters of Arts in Economics
DARRYL LYNN
National Sales Director
5454 West 110th Street, Overland Park, KS 66211
(913) 345-6343 Office
Darryl.Lynn@CenturyLink.com
PROFESSIQNAL QUALIFICATIONs/ExPERIENCE:
•
•
•
36 years experience in Telecommunications with Centurylink, Embarq, Sprint, and
United Telephone Company-within both local and long distance arenas
19 years experience in Sales
9 years experience in the Inmate Markets
Centurylink: Page 16 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
CURRENT RESPONSIBILITIES:
~
Overall sales responsibility for sales leadership in the Correctional Markets nationwide.
•
Lead generation, account ownership for correctional markets within Centurylink
•
•
Provide direction to sales staff and coordinate functions
Account Management responsibilities
PRIMARY FUNCTION FOR WEST VIRGINIA
DOC:
•
Contract Negotiation & Compliance
•
Escalation Point
EDUCATION I TRAINING:
•
•
B.S. in Management
Graduate - Darden School of Business' Executive Education "Leadership for
Ex~raordinary Performance" Program - University of Virginia
PHILLIP BURKS
Senior Account Manager
5454 West 11om Street, Overland Park, KS 66211
Office: (913) 345-7565
Phillip. R. Burks@CenturyLink.com
PROFESSIONAL QUALIFICATIONS/ExPERIENCE:
•
•
25 years experience in Telecommunications with Centurylink, Embarq, Sprint, and
United Telephone Company-within both local and long distance arenas
33 years experience in Sales
•
8 years experience in the Inmate Markets
CURRENT RESPONSIBILITIES:
~
Account Management and Sales responsibilities in selected Centurylink accounts
PRIMARY FUNCTION FOR WEST VIRGINIA
.,
DOC:
Ongoing Account Management & Contract Compliance
EDUCATION I TRAINING:
•
Graduate of Kent State University
BARRY BRINKER
Director - Operations
1944 Jamison Drive SE, Salem, OR 97306
(503) 990-6466 Office
Barry.E.Brinker@Centuryllnk.com
Centt.ylink: Page 17 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
PROFESSIONAL QUALIFJCATIONs/EXPERIENCE:
•
•
17 Years experience in Telecommunications providing leadership, vision and direction
for technology based corporations across North America. Managing all aspects of
Operations and Customer Service - Implementation, Account Management. Field
Operations, Engineering, Network Planning, Project Management, Procurement and
Technical Support
5 Years experience in Inmate Call Control Systems Management
CURRENT RESPONSIBILITIES:
•
Overall management of CenturyLink's Operations team with the following
responsibilities:
,, Management of the following teams:
• Program Managers
• Call Center - Help Desk
• Field Service Technicians
o
o
c
o
• Technical Support Technicians
• Customer Service and Billing
Contract negotiation and compliance with both customers and subcontractors
Vendor Management
Implementation of all products agreed to during contract negotiations
SLA reporting and overall contract compliance
DOC:
System operations management and field operations
Escalation Point
PRIMARY FUNCTION FOR WEST VIRGINIA
•
•
EDUCATION I TRAINING:
•
•
Bachelor of Science in Information Technology
Extensive training on project management, implementation techniques, contract
negotiation, customer service, managing vendor relationships and network design
(SONET, LAN/WAN, DWDM)
MIKE HAYNES
Director - Systems
5454 West 11 otn Street, Overland Park, KS 66211
(913) 345-6656 Office
Mike. J.Haynes@CenturyLink.com
PROFESSIONAL QUALIFICATIONS/EXPERIENCE:
•
•
29 Years experience in Telecommunications
15 Years experience in Inmate Call Control Systems
Centurylink: Page 18 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
•
Strong telecommunications information technology background
•
Joined Centurylink (formerly Sprint) in 1984
CURRENT RESPONSIBILITIES:
•
Development and management of back-office support systems
•
•
.,
Design and implementation of IVR and Auto-dialer processes
Commissioning of inmate and public payphone contracts
Auditing of inmate commissions and rates
•
•
Database development and enhancements
Request for Proposal response development
PRIMARY FUNCTION FOR WEST VIRGINIA DOC:
•
Operation of Information Systems and back office support
EDUCATION/ TRAINING:
•
Enforcer Administration Certification
•
•
Bachelor of Arts in History and Education
Company training in customer service, technology and management
TAMMIE SAUCEDO
Program Manager
6700 Via Austi Parkway, Las Vegas, NV 89119
{702)244-8384 Office
Tammie.J.Saucedo@Centurylink.com
PROFESSIONAL QUALIFICATIONS/EXPERIENCE:
•
•
31 Years experience in Telecommunications
7 Years experience in Inmate Call Control Systems
•
Several years experience successfully processing and analyzing inmate call detail usage
and commissions for a total of approximately 150 state prison facilities for 6 state
department of corrections as well as 29 county facilities ·
CURRENT RESPONSIBILITIES:
•
•
•
•
Responsible for analyzing and auditing inmate call detail records, processing inmate
facility commissions, maximizing revenue and increasing commissions by reducing bad
debt and Implementing debi1 calling where applicable.
Developed and implemented commissioning of prisons system (COPS) to ensure
accuracy of monthly commission reporting
Provide primary customer contact and business office support
Acting inmate and payphone liaison for all regulatory requirements or filings
CenturyLink: Page 19 of 26
Solicitation #COR61453 - Inmate Telephone System & Servloe
West Virginia Division of Corrections
Submitted: July 16, 2014
PRIMARY FUNCTION FOR WEST VIRGINIA DOC:
•
Commissions
•
Monthly Rate Audits Debit management
EDUCATION I TRAINING:
•
Enforcer Administration Certification
•
Enforcer Installation, Support and Maintenance Certification
•
Company training in customer service, technology and management
LEONARD(JOE)STABLES
Director - Engineering & Installation
5454 West 110th Street, Overland Park, KS 66211
(913) 345-7525 Office
Leonard .J.Stables@Centurylink.com
PROFESSIONAL QUALIFICATIONs/ExPERIENCE:
•
23 Years experience in Telecommunications
,
5 Years experience in Inmate Call Control Systems
o
Experienced in the supervision, operation and maintenance of telecommunications
Networks.
•
Former Electronics Maintenance Chief for
a Marine Corps communications
unit
CURRENT RESPONSIBILITfES:
•
Research and development of new network technologies for use on Inmate
Communications Systems
•
Work with vendors and service providers to improve product features and functionality
for our customers
•
Oversee the Project Implementation, including Training
•
Subject Matter Expert on Inmate communications systems and serve as highest level
technical support
PRIMARY FUNCTION FOR WEST VIRGINIA
•
Implementation & System Design
•
Highest level technical troubleshooting and resolution
EDUCATION I TRAINING:
•
Bachelors in Business Management
SHELIA RAFFERTY
Implementation Manager
5454 West 1101h Street, Overland Park, KS 66211
Centuryllnk: Page 20 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
{913) 345-4956 Office
Shelia. Rafferty@Centurylink.com
PROFESSIONAL QUALIFICATIONs/EXPERIENCE:
•
•
•
•
35 Years experience in Telecommunications
10 Years experience in Inmate Call Control Systems
An experienced project manager. Successfully managed the installation and conversion
of inmate systems, phones, enclosures, pedestals, etc. for three (3) state accounts (88
facilities) and six {6) county jails.
Participated in and provided detailed information for 150+ site surveys
CURRENT RESPONSIBILITIES:
•
•
w
•
•
Develop installation schedules with input from state personnel, facHities personnel, Local
Exchange Carrier (LEG) personnel, suppliers, and technicians.
Order equipment and services: phones, enclosures, network circuits, routers, Internet
access devices. call control recording and monitoring equipment, etc.
On~site supeNision of installations
Troubleshoot and escalate unforeseen issues
Ensure facility personal are appropriately trained
PRIMARY FUNCTION FOR WEST VIRGINIA
•
DOC:
Lead Installer
EDUCATION I TRAINING:
•
•
•
•
Masters Certificate in Project Management from George Washington University
Enforcer Administration Certification
Enforcer Installation, Support and Maintenance Certification
Company training in customer service, technology and management
KRISTINE DEAN
Network Installation Manager
555 Lake Border Drive, Apopka, FL 32703
(407) 889-6882 Office
Kristine.Dean@Centurylink.com
PROFESSIONAL QUALIFICATIONS/ExPERIENCE:
•
•
•
•
•
13 Years experience in Telecommunications
6 Years experience in Inmate/Corrections Market
Network Engineering responsibility for dial tone, PRI, T1, DSL and all circuitry needed
for installation
Facilitate and coordinate the training of staff on the new Enforcer System platform
Voice Biometrics implementation
CenturyLink: Page 21 of 26
Solicitation #COR61453 - Inmate Telephone System & Servi<:il
West Virginia DMsion of Corrections
Submitted: July 16, 2014
CURRENT RESPONSIBILITIES:
•
Subject matter expert: submit pricing and costs for network expenses
•
s
Assist with implementation and cut over projects for newly installed Inmate Telephone
Systems by processing the orders for network services
•
National Lead Trainer
PRIMARY FUNCTION FOR WEST VIRGINIA
•
•
DOC:
Network installation coordination
Lead Trainer
EDUCATION I TRAINING:
•
Enforcer Administration Certification
•
•
Enforcer Installation, Support and Maintenance Certification
Company training in customer service, technology and management
JOHN GOETSCH
Vice President - Technology, Inmate Calling Solutions, LLC (ICSolutions}
2200 Danbury Street, San Antonio, TX 78217
(210) 581-8105 Office
Jgoetsch@lcsol utions. com
PROFESSIONAL QUALIFICAT/ONS/ExPERIENCE:
"
o
11 years experience in Telecommunications
8 years experience in Correctional Markets, including 6 years with Value-Added
Communications (now part of Global Tel*Link)
CURRENT RESPONSIBILITIES:
•
•
Overall design and development of products and applications for correctional markets
industry
Oversee day-to-day IT operations
•
•
Direct assembly of product hardware
Technical oversight of product deployments in the field
EDUCA TIONnRAtNING:
•
Rhodes University, South Africa (with honors}
Centurylink: Page 22 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
--
endor: Res ~ onse §p~e~.
List project goals and objectives contained in Section 4, Subsection 4:
Section 4, Subsection 4 1: To provide, install and maintain a fully operational, flexible, secure and
reliable inmate telephone system.
Vendor Response: Read, agreed and will comply.
A summary is provided below; details are provided in our response to Attachment B: Mandatory
Specification Checklist.
General Description of Services Overview
Centurylink has been providing inmate telephone service since 1991 and currently manages
five state DOC contracts and numerous county accounts. We provide customer service at over
280 facilities nationwide with over 240,000 inmates and process millions of inmate calls each
month. We currently provide ITS services to the following state Department of Corrections:
customer
Alabama Departnient
of
Corrections
Served since
Account size
Summary of Services
Contact
2012
.. .
....
...
30 facilities. 25,000 inmates
OMS interface, firsMime ·
installation of self-learning PANs,
CTL attorney audits, fraud and
velocity controls, prepaid collect
and inmate debit, location-based
calling restrictions
Robert M Brantley, Assistant
Accounting Director
Phone: (334) 353-5561
Email :
robert.brantle¥_.@doc.alabam a .a~l
Customer
Served since
Account size
Summary of Services
i<ansas.oepartmenior·
Corrections
·- ··- -- ---· .
2007
13 facilities, ·9,5bo inm-aies
dMf:f interface; interface with
JPay kiosk system for inmate
debit purchase, interface with
Union Supply for commissary
ordering by phone (In-process),
-·--· - ·- ~-
P!~.e~lq ~lle_c~
Contact
_
. _
-~-;:;;~-..~.. ~\.
KahSa&
lkp;irtm~at ut t'1irt1:~h0111t
Chris Walker, Communications
Supervisor Lansing Correctional
Facility (formerly Kansas State
Penitentiary)
Phone: (913} 727-3235
~~.~JI:. c~r,i~~~-~~ke~@,po._~~~~~~;1-
CenturyLink: Page 23 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Customer
Nevada Department of
Corrections
Served since
Account size
Summary of Services
2008
Contact
18 facilities. 12, 700 inmates
OMS interface, prepaid collect,
inmate debit, continuous voice
biometrics. cell phone detection
equipment trial, automated
inmate information services.
detailed location-based calling
restrictions by housing units,
inmate voicemail
Dawn Rosenberg, Chief of
Purchasing and Contract
Management
Phone: (775) 887-3219
Email: drosenberg@doc.nv.gov
Customer
Texas Department of Criminal
Justice
Served since
Account size
Summary of Services
2008
Contact
114 facilities, 160,000 inmates
First-time installation of phone
infrastructure (Gigabit-Ethernet
LAN). OMS interface, prepaid
collect, inmate debit, pre-call
voice biometric validation,
Managed Access implementation,
called party and attorney identity
and residency verification
Lynda Cobler
·
Customer
Wisconsin Department of
Corrections
Served since
Account size
Summary of Services
2001
36 facilities, 22, 000 inmates
OMS interface, first time PIN
implementation, attorney
bafloting, continuous recording
storage
John Shanda,
Telecommunications Manager
Phone: (608) 240-5666
Contact
Email:
john.shanda@wisconsin.~~v
Centurylink: Page 24 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
We also invite WVDOC to contact our newest customer Idaho Department of Corrections,
where we are currently in the process of installing.
,..
Customer
""
-::.=-"..,,.-
....
Idaho Department of
Corrections
Currently installing
.
13 facilities, 7,500 inmates
OMS interface, word search,
voice biometrics, installation of
inmate living unit kiosks including
video visitation, commissary
ordering by phone and kiosk,
inmate debit, automated inmate
information services
Served since
Account size
Summary of Services
Juliet ·McKay, Contract Officer
Phone: (208) 658-2176
Email: jmckay@idoc.idaho.gov
Contact
The Centurylink Team is in place and ready to immediately implement and manage this
contract. Centurylink invites the West Virginia Division of Corrections to contact any of our state
or county ITS accounts to verify our ability to successfully implement and administer ITS
services.
~
.
.
:
~
Cl.istom·Designed . Solution Dedicated to the Agency
;:~
'(
•
,H-·
(1) ·Telco-grade system engineering
../ All Enfor~r SVstem comOOnents dedicated to West Virginia <servers. call
processors. network access. AND storaae arrays), not shared with other
aceounts and design!=ld that way from the start
; ." "
../ ·Redundant network backups on faci/dies we own and control
.
'
(2) Better system and se.c urity features
./. Relevant user-friendly features: Link Analysis, Suspicious call analysis,
enhanced reve~ number lookups, complete full-featured TDDITTY
monitoring inherent in the system, and more
../ West Virginia dedicated system feat1,1res ·and 1nterfa~s are fully
customizable to WV DOC's needs ·, : f~; ·,
.
=
..
., "
.~
''.';j; . "
·~
:.
.
""" •
' ·....
,if,i.
'
(3) Complete portfolio ofvalue-added offerings
". / 1 Absolute le@der
cc}'nt1riuous voice biomebic 1m01ementation :and ooeratioo
../·'' Qgetational tools such as commissa1Y·by-ohone. automated Information
svstems for Inmates. apoointri!ent scbeduhrig by. phone. arid m~ .,;; all ·•
av~ilable With no Impact .to calling rates ot commissions.'":.'~·' . ·""
in
... '"·· -
.
.
.i!"- · l·~z
·
, ,~<·
·4 ·
\·
,.,, (4) Consisteirtly,better s~nv-lce . '~·
, .
;,"<~ · ~- ...._:.;.' . ., , ..·'
./ ( Seamless transition " highly experienced ·install team partn~ring wrth existli'fg
, providers
·
· '=··
.. '
.. '•>;:)~'.~·
··
·
../ Offer to call ANY of our'8ccounts fOCreference,
CenturyLink: Page 25 of 26
Solicitatlon #COR61453 · Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Family members have simple and fast access to liye U.S-.based
representatives, not an automated system ·
"' _OWnership of the entire solution, from the phone system to the fiber the
.network runs on
· · '· -- : ·
./ ': Accountability to West Wrginia-,.. ·-- · - !:.~;:·
:·.
Part of the only SarbaneS-Oxley compliant company ui the inrtiate
. communications mark~t
·· ·
o _· Existing business with West Virginia
. ~-' ._.
,... ~~~r~ . ·-~
:.?·,·\·~~?} '. ·-:~.·
~~..
:. ;: _< ._,,:}~·,.:;~>:
./
o\
· -· -
_.- . _
, We believe these unique c-SP8bilities, c_amblned wlth:our ~ery
competitive calling rates, provide the lowest total cost of ownership
to West Virginia, and therefore the best value to the
Stat~
Section 4, Subsection 4.2: To implement and maintain fu-ir and reasonable call minute rates for the
inmates, families and friends.
Vendor Response: Read, agreed and will comply.
We appreciate West Virginia's commitment to reasonable rates for inmates, families and
friends, which starts with its prohibition of all per-call fees (i.e. no surcharges or other "junk"
fees).
•
The issue of refund disputes is eliminated - e.g. if a family member accidentally hookflashes during a call - because called parties pay only for the minutes they use.
"
Inmates make more frequent calls and connections with family members, since a short
call is less expensive. As an additional benefit, Centurylink's individual experience in
other S1ates shows that this more frequent calling has the added benefit of providing
more overall commission revenue to the State.
Section 4, Subsection 4.3: To pay a commission rate to the Agency that will be deposited into the Inmate
Benefit Fund, a fund providing additional benefits to the inmate population that are not mandated by law.
The commission rate quoted by Vendor will not be included in the bid evaluation process.
Vendor Response: Read, agreed and will comply.
CenturyLink: Page 26 of 26
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Attachment B: Mandatory Specification Checklist
By signing and dating this attaclunent, the Vendor aclmowledges that they meet or exceed each of
these specifieatiom as outlined in Section Four: Project Specifications, Subsection 5. The State
reserves the right to require documentation detailing how each is met at its discretion.
List mandatory specifications contained in Section Four, Sufu·ection 5:
5.1. Vendor shall be responsible for all costs associated with the inmate telephone system,
including the purchase of equipment, installation, service, maintenance, voice
network/transmission, data network, and day-to-day operation. Agency shall have no
liability or responsibility for any costs associated with the inmate telephone system.
Vendor Response: Read, agreed and will comply.
5.2. When requested by Agency, Vendor shall provide informational pamphlets to all inmates
describing the applicable featw"es and functionalities ofthe inmate telephone system.
Vendor Response: Read, agreed and will comply.
As described in detail in our response to 5.14 below under 'Training Plan", Centurylink's
installation process includes training for ALL parties - staff, family members, and inmates. In
addition to pamphlets for intake packets, Centurylink technicians {subject to approval by
facilities} will place 8.5" x 11b posters describing system and functionality. Centurylink also has
a multimedia center that has produced training videos for inmates in other states; we are able to
customize this video for the Agency's specific needs.
5.3. Vendor is responsible for determining all wiring and software requirements; if applicable,
costs associated with the conversion of service from CUlTent inmate telephone system provider
to the successful vendor l.lllder this RFP. If applicable, successful vendor will coordinate all
details of the switch over from cWTent vendor.
Vendor Response: Read, agreed and will comply.
Since 2008, the Centurylink Team has successfully transitioned 24 separate accounts to the
proposed Enforcer System platform - a total of 88 sites with over 5,500 inmate phones serving
68,000 Inmates. Every cut-over has gone smoothly with no loss of data and minimal transition
time. The CenturyLink Team is in place, well-seasoned, and ready to immediately implement
and manage this contract.
Centurylink: Page 1 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16. 2014
Centurylink has a reciprocal working arrangement with West Virginia's incumbent ITS vendor to
ensure a seamless transition of service, as was recently shown in our transition of services at
Alabama Department of Corrections. The transfer of service from the existing ITS to the
Enforcer System platfonn will result in no loss of service, and all existing relevant customer data
(PIN numbers, PIN/PAN lists, globally blocked numbers, privileged (do not record) numbers,
etc.) will be successfully transferred to the new platform.
The transition process includes conducting a detailed site survey for each site, finalizing the
system configuration and feature specifications, coordinating security clearance for the
installation team, contacting the outgoing vendor to ensure a smooth transition process,
scheduling staff training sessions, etc.
CenturyUnk's strategy for installation includes extensive preparation, which incorporates
contingency planning and complete redundancy during installation to ensure continuous,
uninterrupted service~
Centurylink invites the West Virginia Division of Corrections to contact any of our state or
county ITS accounts to verify our ability to successfully implement and administer ITS services
5.4. Vendor will provide written doCl.Dnentation to Agency indk..ating that all circuits have been
tested and all cables, pairs, fiber strands blocks, etc. are legibly Illlilked after completion of
each imitallation.
Vendor Response: Read, agreed and will comply.
5.5. If applicable., the successful vendor shall work with the current inmate telephone system
provider to ensure an orderly transition of services, responsibilities and continuity of the
services required by Agency.
Vendor Response: Read, agreed and will comply.
Please reference our response to 5.3 above.
5.6. All CDRs, (Call Detail Records) call reco~. documentation, reports data, contained in
the imnate telephone system shall be the property of the Agency. All hardware and software
shall be the property of the Vendor.
Vendor Response: Read, agreed and will comply.
5.7. Vendor shall supply the required number of wOtkstations, as well as future equipment
upgrades and/or replacements, which become the property of the Agency after expiration or
termination of the contract in order to allow Agency access to all CDRs, call and visitation
recordings, documentation, reports, data, etc. contained in the inmate telephone system.
Centwyllnk: Page 2 of 125
Solldtatlan #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Vendor Response: Read, agreed and will comply.
5.8. Vendor shall remove all equipment at the end of said contract in a manner that will allow
Agency to reuse all wiring and associated cable.
Vendor Response: Read, agreed and wlll comply.
The Vendor's behavior at the end of the contract, not just the beginning, is an often overlooked
issue that we believe is a matter of basic integrity.
Sloppy wire cutting and management, refusal to provide important data or software, or other
items are unfortunately situations we have encountered in various cu1overs.
We invite and even encourage the Agency to contact former customers of Centurylink
(contact information gladly provided by request) to discuss our commitment to our
customers in all phases of the contract.
5.9. Vendor's telephone system shall contain reception quality that meets telecommunication
industry standards and will be at a minimum equal to the quality available to the general
public.
Vendor Response: Read, agreed and will comply.
Centurylink engineers our network to ensure "toll quality" on all calls, and performs regular test
calls on all systems for quality control purposes.
Our Enforcer System architecture uses standard digital signaling protocol G. 729 for standard
voice connections. In addition, as a part of a Tier 1 network provider we over-provision the
bandwidth dedicated to the Agency. When measured by a standard of "Mean Opinion Score
(MOS)", these combined ensure a minimum score of 4.0 or better (0 =pure noise, 5 =pure
sound). Regardless of this measure, we will work with Agency personnel to ensure call quality
is fully to your satisfaction.
5.10. All installed telephone sets must include volume oontrol.
Vendor Response: Read, agreed and will comply.
Centurylink will Install the Wintel ITC7090SS Coinless Inmate Phone with
volume control, which is the overwhelming choice for inmate facilities
throughout the industry. A full description of this unit is provided below in our
response to Attachment 8. Subsection 5.29.
Centuryllnk: Page 3of125
.
Solicitation #COR61453 - Inmate Telephone System & SeMco
West Virginia Division of Corrections
Submitted: July 16, 2014
5.11. Vendor shall provide a detailed plan for all aspects of the system, including, but not limited
to, installation, acceptance, and training to satisfy all requirements within ten ( 10) business
days upon contract award.
Vendor Response: Read, agreed and will comply.
5.12. Initial installations must be completed within 75 days from award of contract.
Vendor Response: Read, agreed and will comply.
Centurylink will complete the installation within 75 days of the award of contract; our proposed
installation schedule is attached under Appendix 3 - Implementation Plan Chart.
5.13. Installation of all telephone sets and related equipment shall be inst.a.lled during normal
busines.5 hoUIB, 8:00 a.m to 5:00 p.m., unless otherwise approved by Agency.
Vendor Response: Raad, agreed and will comply.
5.14. Agency requires, at a minimum, that the following issues be addressed and presented by
vendor.
1. Equipment ordering
2. Establislunent of all relevant system interfaces
3. Transfer of data from current supplier
4. Installation of telephone instruments
5. Installation of call processing equipment
6. Testing and system acceptance
7. Training and communication plan for:
d) Agency Staff
e) Imnate Population
f} Family Members
Vendor Response: Raad, agreed and will comply.
We stress that Centurylink has implemented inmate telephone systems at county and state
correctional facilities housing over 190.000 inmates In the last 5 years alone. The same
personnel who lad those installations would also lead the installation for the Agency,
without requiring any "on the job" training.
Centurylink: Page 4 of 125
Sollcitatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Implementation Plan
Centurylink will work with the incumbent ITS vendor to ensure a seamless transition of service.
The transfer of service from the existing calling platform to the Enforcer System will result in no
loss of service, and all existing relevant customer data (PIN numbers, PIN/PAN lists, globally
blocked numbers, privileged (do not record) numbers, etc.) will be successfully transferred to
the new system.
Centurylink understands the high volume of phone usage on the weekends and usually
completes our system cutovers during the Monday through Thursday timeframe.
Project Initiation
Once Centurylink has received a letter of intent from the Agency, a conference call will be held
between Centurylink and the Agency. This initial call will identify all key personnel, their
responsibilities and document information necessary to schedule detailed site inspections.
•
•
•
•
•
•
Identify Agency personnel and their respective areas of responsibility; the
implementation project plan will be modified to include these people, their requirements,
and areas of particular interest.
Verify number of inmate phones (standard, ADA, TDD} and associated hardware
(backboards, pedestals, enclosures, flush mount brackets).
Understand site access requirements, including local contacts (name, phone number,
and individual site requirements) ..
Name customer contacts for:
o Existing database information (blocking, PIN/PAN lists, free/ privileged call lists, call
duration, 3way detect, disconnect settings, on/off times, etc.}.
o Phone schedule by site (beginning and end dates, site priory and constraints).
o Speed dial lines (PREA, informant, inmate inquiry, etc.)
o Local IT (e.g. workstation location and connectivity)
o Miscellaneous information (identification of unique technical, regulatory, or
administrative issues).
Define additional requirements:
o IT requirements
o Other (unique technical needs, administrative regulations, etc.)
Arrange date and time for site survey.
Project Planning
Site Surve ys
The Centurylink Team will perform the following tasks:
1. Identify location of new Enforcer and Main Demarc Room
o Document Floor space or wall space for Adtran and UPS
o Record room numbers for System and Demarc Room
CenturyUnk: Page 5 of 125
Sollcllation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
2. Identify and document other requirements:
o Electrical power requirements (both for Enforcer equipment and during installation)
o Air conditioning requirements for the Enforcer equipment
o Parking requirements during installation
o Secured storage area requirements for equipment prior to installation
o Staging requirements during installation
o Physical address (street address, city, state, zip)
o Contact name and phone number for future coordination
The following information, if provided by the customer during inspection, will be formally
documented:
1.
2.
3.
4.
Verify PIN/PAN requirements?
What is the desired call limit (calls/day)?
What Is the desired calling duration limit (minutes)?
Is there a daily time period (lunch, nighttime) during which the system should be shut
down?
5. Are the inmates supposed to hear call progression, and what level of detail {called party
response, tones, silence, etc.}?
6. Is 3-Way call desired, and what type (detect. alarm, disconnect, etc.)?
7. Desired location of internet access devices, UPSCSU/DSUs, routers, and modems
8. Desired quantity and location of new cutoff switches
9. Desired quantity and location of new inmate phones
10. Desired quantity and location of new telephone devices for the deaf (TDDs)
Any information obtained in the site inspections that was not in the RFP, or enhances or
contradicts information provided in the RFP, will be added to the project plan documentation to
ensure the project satisfies the customer's needs. Most importantly, any requests for new
inmate phones will be documented for further discussion with Agency personnel.
System Reauirements Review and Finalize Svstem Design
Centurylink will review the data discussed during the implementation conference call and the
site surveys to ensure that all customer requirements are met. Any new or outstanding issues
will be resolved with the designated customer representative before orders are placed for
system equipment.
The Centurylink team will design the Enforcer (based on number of phone port, trunks,
workstations, storage capacity, features, etc.) and determine the number of IP addresses
needed.
Cen1uryUnk: Page 6 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Project Execution
Equipment Ordering. Centurylink maintains relationships with a wide range of the top
corrections suppliers in the industry and has selected those that best fit the specific needs of the
Agency. Centurylink's long-standing relationship with its chosen subcontractors provides for a
seamless operation that will be transparent to the Agency. Centurylink remains the single point
of contact regarding performance, products, and services.
Delivery of Equipment and Services. Centurylink is sensitive to the particular concerns
associated with the daily operation of the Agency. The unexpected arrival of equipment or
personnel can be very disruptive to the ongoing operations. Therefore, the delivery of any
equipment or service in advance of the installation team's arrival (such as network services or
system equipment) will be coordinated in advance. Centurylink has dedicated personnel to
manage the ongoing coordination of deliveries with sites, to minimize disruption to the customer.
Phone Installation. A telephone installation crew composed of the Centurylink
Implementation/Project Manager and two Technicians will be dispatched to ensure the
scheduled cutover date is achieved.
An examination of where the new phones need to be installed will identify what work needs to
be completed.
Installation: Install and Test Enforcer. Centurylink will install the Inmate phones:
• Extend lines if necessary from demarc to the room where the phone equipment will be
•
•
•
•
installed
Install blocks and identify each pair and what phone it serves
Leave a copy of all notes and identification information on site
Test all phones, jacks and toggle switches
Identify all phones by cable pair
Internet access devices will be installed in the phone room by CenturyLink personnel.
Installation is a matter of unpacking the equipment, placement on a rack (if needed) in the
phone room area; punch down of inmate phone cables and out-going-lines and initiating system
power. Test to ensure proper software configuration. This will include the downloading of any
databases currently used by the facility within the inmate call processor. These databases
include but are not limited to:
•
•
•
•
•
Blocked Number Call Lists
Inmate PIN'S and PAN'S
Alert Features
Reports
Free and/or Attorney Numbers
Centuryllnk: Page 7of125
Sollcltatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
The PM will then check all items in the approval process to ensure that all equipment, circuits,
and trunks to be cutover meet the specifications of the Agency. It should be noted that all
equipment will be tested and certified as fully operational prior to cutover to ensure that all of the
individual requirements for each site are in full compliance with Agency regulations. At this point
the system is turned over to the TSC (Technical Support Center} for 24/7 monitoring.
Cutover and Quality Assurance
1. CenturyLink will work with the Agency and the incumbent to transfer all calling
information.
2. Centurylink personnel will go to each phone and record the phone location and port
identification number. This will be completed prior to inmates moving into the new
facility.
Test Calls
Centurylink will also ensure that the new Enforcer is properly programmed by placing test calls
at each facility.
Calling tntom1alion
Test Numoers
Function Verified by Tesi Call
--Acceptea calls are completed, and cJeniea calls
are not completed.
Local Calling Area
Local calls not billed as long distance
Script Parameters
Inmates and called parties received proper
instruction
Phone Signage
Instructions on phone reflect
operation/configuration of system.
Globally Allowed Numbers
Calls to allowed numbers are completed
Globally Denied Numbers
Calls to prohibited numbers are not completed
Personal Identification
Numbers (PINS)
Calls without PINs, or invalid PINs, are not
completed. Calls with valid PINs are completed.
Personal Allowed Numbers
(PANs)
Accepted calls will be completed, but only with the
proper PIN
Privileged Numbers
Calls are not monitored and recorded
Free Numbers
Calls are not billed to called parties
CenturyLlnk: Page 8 of 125
Solicitation #COR61453 ·Inmate Telephone System & Service
-
-
West Virginia Division of Corrections
Submitted: July 16, 2014
Training Plan
Agency Staff Training and Communication Plan
Our goal is to familiarize Agency personnel with daily system functions, blocks, reports, and
investigative tools as well as emergency system shut down of the inmate phones. We
understand that different user groups will sometimes have different training needs. As such,
classes will be scheduled and customized to fit the participants. The user-friendly nature of the
Enforcer makes it easy to understand and minimizes staff training time.
Agency Staff Training will be a three phase process as outlined below:
Phase 1 - Pre-Cut Webinar
Each identified user will receive
format.
a printable copy of the Enforcer user guide via email in PDF
Online training ('Webinar") will be provided in several sessions to all participants beginning one
month prior to the cutover. There is no maximum number of attendees for Webinar training and
Centurylink will schedule as many sessions as needed based on the role of the user.
Each participant must have access to a personal computer, workstation, or laptop with access
to the Internet. The online class (uWebinar") will serve as a presentation of the Enforcer System
and preparation for the cutover process.
The goal of Phase 1 Training is an introduction and high level overview of the Enforcer; these
sessions typically last 30-45 minutes. Participants will be able to ask questions during the
training session.
Phase 2 - Formal Training at Cut Over
Formal training will be provided immediately after cutover to address in detail managing
inmates, global numbers, monitoring, and the retrieval of call recordings. These training
sessions can be conducted onsite or at a central training location at the discretion of the
Agency.
This will allow multiple users an opportunity to see the system detalls with live data. The training
will be conducted utilizing a laptop and projector and the training location must have Internet
access. Scheduled sessions will be based on the number of users and the needs of the Agency
Staff. The goal of Phase 2 training is to fully prepare Agency personnel to operate the Enforcer.
These sessions typically last approximately one hour depending on the user level.
Phase 3 - Post Cut Follow Up Training
Follow up training will be provided no more than 30 days after all platform cutovers have been
completed and users have had a chance to start using the Enforcer. This training can be
conducted onsite or via webinar.
CenturyLink: Page 9 of 125
Solicitation #COR61453 - lrmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
The training method and the locations will be scheduled by the Agency. The goal of Phase 3
Training is to answer any new questions the users may have after working with the system.
Phase 3 sessions typically lasts one hour depending on the needs of the users and the
questions they may have.
The standard training curriculum is detailed below. This is a typical training agenda which can
be customized for the Agency.
A.
Day-to-Day System Administration
Logging In
User Access Control Settings
Call Process Flow
Call Record Search
Blocked Number Administration
Inmate Editor Function
Create a new account
ANI Advanced Privileges and Controls
Entering PANs
Alerts on Inmate Accounts
Disable Account
Search for Inmate Account
Print Account Information
Debit Account Administration
Interface functionality (if applicable)
B.
Investigative Functions
Monitoring
Call Disrupt Function
Recording
Recording Exempt Numbers
Setting Alerts (email, pager and phone)
Recording Search, Retrieval & Reporting
Recording Export to CD
Report Generation
C.
Automated Calling Process
Initiating a Call
Collect Call Process
Debit Call Process
PrePaid Collect
D.
Service & Maintenance
Receiving Trouble Reports
Centuryllnk: Page 10of125
Solicitation #COR61453- lrrnate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Information Gathering & Preliminary Trouble-shooting
Trouble Reporting Instructions
Email updates on trouble tickets
E.
Reference Tools
Quick Reference Guide
User Guide
Report Synopsis
Inmate Information Pamphlet in English & Spanish
Support Center
F.
Contact Information
Centurylink will provide a customized training curriculum for the Agency. Training
classes will be scheduled to flt the Agency's preferences and the schedules of the
personnel involved in the training.
Our systems have evolved with the Input and recommendations by corrections
industry experts, investigators, security personnel and officers, who use the
systems on a daily basis, and provide the best feedback and concepts for further
improvements to the system.
Upon the release of upgrades and/or enhancements to the Enforcer, the Agency will be
notified and provided documentation of the features and functionalities contained in that
release, and if the Agency deems refresher training is warranted, that training will be
provided.
Inmate Population Training
lnma1e training Is a simple but critical component of implementation. The Centurylink
Team's inmate training checklist includes the following:
•
•
•
•
•
•
Placement of posters in day rooms and common areas
New calling procedures
Account infonnatlon for family members (need to close out previous accounts)
Debit funding processes (no change)
Placement of leaflets at visitation
Production of pamphlet for intake packet {if desired)
Family & Friends Training
Training for family and friends is equally as important. This is one area where the
CenturyLink Team's customer service program is most valuable. Upon an inmate's first
call to a number following cutover, prepaid account holders are automatically routed to a
live representative to initiate an account - not left to call us separately on their own.
CenturyLink: Page 11of125
Solicitation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Further, representatives are specially scripted to explain policies during account setup,
including providing information on how to close out accounts and receive refunds from
the previous provider. Of course, website updates, leaflets at visitation, and other
communications further educate family members.
5.15. Vendor shall provide all maintenance, support, repair, and replacement to the inmate
telephone system in a timely marm.er.
Vendor Response: Read, agreed and will comply.
The Centurylink operations team employs a multi-layer approach to ongoing maintenance and
break-fix .
./ Layer 1: Preventative Maintenance. Our approach begins with our preventative
maintenance program and network monitoring center, which diagnose and resolve most
issues before they even become visible to the customers .
./ Layer 2: Break-Fix Personnel and Procedures. For issues that are
customer~impacting,
we provide a 2417/365 trouble reporting and resolution process, in addition to defined
escalation procedures .
./ Layer 3: Ongoing Quality Assurance Program. Finally, we conduct pre-defined daily,
weekly, and quarterly checks, in addition to extensive monthly operations reviews for all
accounts, with special focus on our state DOC accounts.
At the center of these processes Is CenturyUnk's Account Program Manager
(PM), who is responsible for ensuring compl/ance with performance operations
and standards. The Agency's Account Program Manager will be Brenda McKinley,
who Is located In Mansfield Ohio, and a 36-year CenturyLink veteran.
Laver 1: Preventative Maintenance
On-site Preventative Maintenance. Our Field Technicians will perform hands-on preventative
maintenance inspections on the Enforcer calling platform, associated workstations and all
inmate phones on a monthly basis - every phone is touched and tested every month •. A
trouble ticket will be established to document the preventative maintenance process, and
additional trouble tickets will be opened and tracked as necessary if the need for additional
repairs is identified.
Extensive preventative maintenance inspections are completed on a routine basis. Through
remote access, verification of telephone and trunk usage is completed prior to arriving on site to
ensure quality repairs. The inmate telephone dials and handsets are checked for functionality,
usability, appearance and voice quality.
Centuryllnk: Page 12of125
Solicitation #COR61453- Inmate Telephone System & SllfVice
West Virginia Division of Corrections
Submitted: July 16, 2014
All backboards, telephones and wiring are checked. System inspections include cleaning filters,
fans and system internal parts. The circuit interfaces are checked for errors to ensure that all
connections are clean and secure.
All workstation functions are thoroughly tested. Routine traffic analysis for stations and trunks
are conducted to determine failing telephones or lines to provide proactive maintenance and
reduce downtime for the phones. Ongoing remote and onsite assistance is available to all
Enforcer users.
Layer #2 - Break-fix Personnel and Procedures
Program Manager
Centurylink's Account Program Manager (PM), Brenda McKinley, will have overall responsibility
for maintaining contract compliance and will be the primary liaison for the Agency throughout
the life of the contract.
The PM will have overall responsibility for monitoring all tickets opened and closed on a daily
basis, in addition to ensuring all issues are closed in compliance with our contracted Service
Level Agreement. All technicians serving the Agency will report directly to the PM.
Additional Staffing
In addition to the field operations support team, the Program Manager will have a strong back
office support team, with system development skills. exceptional financial accounting and
reconciliation abilities, and comprehensive network knowledge. This team has been together for
several years, and will be ready to support our system implementation for the Agency.
A chart of Centurylink's support organization was provided previously in our response to
Attachment A under the heading "Staffing Roles and Responsibilities".
Repair Times - Service Level Agreements (SLA)
CenturyLink will comply with the support levels detailed in Attachment B, Subsection 5.20 and
work with the Agency to define the specific types of service issues that fall into each priority
level. The following table restates those requirements.
Oescriplion of Priority Levels
Wilh Examples
Response Times
(Maximum Tfme
Attor Service
Re.quesl by the
Agency)
Repair
Times
(No
Dispatch
Rcquirc·d)
Repair
Times
{With
Dispatch)
1 Hour
3 Hours
8 Hours
Priority Level 1
Emergency Service Issues, 50%
or more of the service at a single
site or housing unit is out of
service.
Centuryl.lnk: Page 13 of 125
Sollcltatlon #COR61453 - Inmate Telephone System & Service
West Virginia DJvlslon of Corrections
Submitted: July 16, 2014
Priority Level 2
Normal Service Issues, 25%-50%
of the service at a single site or
housing unit is out of service.
2 Hours
6 Hours
24 Hours
2 Hours
6 Hours
36 Hours
4 Hours
24 Hours
36 Hours
Priority Level 3
Normal Service Issues, 1%-25%
of the service at a single site or
housing unit is out of service.
Priority Level 4
Normal Service Issues, Non
Service related issues.
Customer Escalation Process
The PM will report to Barry Brinker. Centurylink's Director of Operations, who reports to Paul
Cooper, our General Manager. The following table details the process that will be used for
escalation of Agency trouble tickets.
Level
E!icalation Point
Esc'11ation Responsibilities
1
Program Manager
(Brenda McKinley)
Phone:(419)755-8473
brenda.m.mckinley@centurylink.com
• Notifies personnel and supervisors of
strategy for problem resolution.
• Keeps Agency staff involved in
progress of problem resolution.
Escalates as necessary.
• Responsible for seeing problem
through to resolution, including
documentation of root cause.
• Contacts Manager - Operations within
eight hours of missed performance
standard.
2
Director - Operations
(Barry Brinker)
Phone: (503) 990-6466
barry.e.brinker@centuryllnk.com
• Resolves trouble/issue or escalates
further if necessary.
• Contacts additional resources
(Engineering, Centurylink Inc.
Network,, LECs, IXCs, etc.) as
necessary.
• Keeps Agency staff informed of
ongoing activities involving problem
resolutlon.
3
Director- Sales & Account
Management
• Convene senior management team to
define and execute resolution plan.
CenturyLink: Page 14of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
4
(Darryl Lynn)
Phone: (913) 345-6343
darryl.lynn@centurylink.com
• Maintain communication with Agency
staff regarding timelines.
General Manager
(Paul Cooper)
Phone: (913) 345""6002
paul.n.cooper@centurylink.com
• Re-direct personnel for immediate
resolution, according to defined plan
• Authorizes any significant
investments, if needed.
Layer #3: Ongoing Quality Assurance Program
Led by the Program Manager, customer satisfaction will be ensured through five separate
programs:
1) The trouble ticket process which ensures that every problem is identified, worked,
tracked, and recorded for future review, and that no service ticket is closed without the
concurrence of the impacted Agency personnel.
2) A weekly conference call is held by the Program Manager with the field operations team
to discuss outstanding tickets, chronic problems, and customer concerns.
3) A weekly conference call is held by the Program Manager with Enforcer platform vendor
personnel to discuss any tickets opened in the previous week that have not yet been
closed .
4) The ongoing quality Preventative Maintenance Program (PMP), which ensures service
standards are maintained. The PMP plan touches upon every facility, inmate phone,
Enforcer workstation, and completed call on a regular basis {weekly, monthly, or
quarterly, depending on the service element}. The PMP plan ensures that all relevant
operational data concerning all aspects of the contract (sales support, installation,
project coordination, technical support, field service and maintenance, etc.) is obtained,
documented, distributed, and acted upon as necessary.
5) Periodic service reviews (typically conducted at customer's location quarterly) to review
trouble ticket statistics, identify any chronic or major problems, discuss any future
additions, deletions, or modifications (new phones, new workstations, new sites, etc.),
and resolve any operational, financial, or contractual concerns held by the customer.
Service reviews ensure that feedback from the customer is obtained, documented, and
addressed.
In total, this program is extensive and ensures consistently excellent customer service - to the
Agency, its inmates, and their friends and family.
Centuryllnk: Page 15of125
Solicitation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
State DOC Oualitv Assurance Program
Monthly Operations Review
Daily
./
NOC Network monitoring
./
Remote Call Control Monitoring
./
"No RevenueH report by phone
./
Help Desk Support 24x7x365 by toll~free #
Weekly··:
· ..
./ · Call Center Metrics ('1Verage' answe~ \.· :>.: ':
speed, abandoned calls) .· ·.
.
';
.. i/ . ,_.lnternalOperation's Revi~w , ,·. . :'. ,..\,.
·. ···~·: :·~:.:·:.:.:~- ·-.,, Ti~ketA&1nl ReP~rt ·. ~·. ·~~- .: :.<·;~ \ . -~,;_:·..-.:>} ..~=·.
./
Sevl + Sev2 Incident Reports (Root Cause+
Resolution)
./
Total System Availability (Platform+
Phones)
./
Call Completion Percentage (Blocks vs.
Refusals)
./
Rate Audit of ALL call detail records
./
Test calls and funding events - ensure
compliance with rate and fees in contract
./
Compliancewlth Preventative
Maintenance Checklists
· ' :..-; '::·. o(· Chrome Issues & Escalations.~'"<·· · , :•::'· · ·'
./' Call Control
./' Inmate Phones
./' Network
Quarterly
./
./
./
Attorney Validation
calling Platform Refresher Training
Quarterly Account Review with Customer
./' Software Checks
./
Usage I Training Report(% of Authorized
users who Logged In)
5.16. All costs incurred for the maintenance, repairs and replacement shall be borne solely by the
vendor and these costs shall not be offset by increasing rates or~ higher fees to the
end users.
Vendor Response: Read, agreed and will comply.
5.17. Vender shall upgrade software within 30 days of availability.
Vendor Response: Read, agreed and will comply.
All software upgrades are available to all customers upon release. Major upgrades occur on a
quarter1y basis as described below in Section 5.18.
5.18. Vendor shall notify agency of all major software upgrades within 14 days prior to the
installation. Vendor shall describe its software development cycle, including timing of
major upgrades, along with its notification process. Agency reserves the right to deny or
delay all software upgrades. Vendor shall detail its system architecture and change
management process in the proposal.
CenturyUnk: Page 16of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Vlrglnfa Division of Corrections
Submitted: July 16, 2014
Vendor Response: Read, agreed and will comply.
Software Development Methodology
ICSolutions is recognized as a leader in technology innovation. Many features that are currently
available on the Enforcer are the result of specific suggestions and requests from our clients.
Regardless of which client requests the new feature, the functionality is automatically made
available to all clients at no cost. ICSolutions follows an efficient, flexible and adaptive software
development methodology to ensure that the Enforcer is always functioning optimally and offers
the most cutting-edge features in the market today.
Our development process is a cooperative effort between Centurylink and our technology
partner ICSolutions that has been designed to balance speed-to-implement with analysis and
testing rigor. The Agency will be notified at least 14 days prior to any upgrade and be provided
with documentation on the new features and functionality of the new software.
Notification/documentation takes several fonns:
•
•
•
Email/phone notification from the Centurylink Program Manager to personnel
designated by the Agency as ~ntract managers and System Administrators rsuper
Users~). If upgrades require user training, the Program Manager will work with Agency
designees to schedule the training.
Release Notes, which are included in notification emails and directly within the Enforcer
User Interface screen under "Tools"
An updated User Reference Guide, which always available from the user screen under
"Tools".
Software Development Process
When releasing new features, updates, and bug fixes, ICSolutions follows the Agile software
development process, which allows for expediency and flexibility in development. While many
companies go through a long process of analysis and documentation for business justification,
ICSolutions is driven by the needs and desires of the customers to get to the end result quickly
and efficiently. Business justification is left to a very few cases where the requested feature will
only benefit a single customer.
Benefits of Agile Software Development
The Agile Software Development process is unique in that the development methods are based
on iterative and Incremental development, rather than focusing on one long-term project from
beginning to end. Instead, Agile breaks the development cycle into small pieces that allows for
short-term planning that can be completed more quickly and fluidly. This incremental
development allows developers to create solutions that evolve through collaboration with
multiple cross-functional teams and in many cases, directly with the client, throughout the
development process. Benefits of this type of flexibility include:
•
Quick tum-around, with the ability to develop and deliver working software within days or
weeks
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Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
•
•
High level of customer input in every phase, allowing for adaptive change throughout the
development process
Collaborative effort that evolves with internal and external feedback
Agile Software Development Cycle
ICSolutions' Software Development Cycle consists of five phases after the Initial Request is
placed:
•
•
•
•
•
Phase 1 : Define & Analyze
Phase 2: Design & Develop
Phase 3: Quality Assurance & User Acceptance Testing
Phase 4: Deployment
Phase 5: Post-Deployment
These phases are described in detail on the following pages.
Phase 1: Define & Analyze
Enhancements and upgrades to the Enforcer are predominantly driven by emerging
technology and technologlcal Ideas, market demand and specific client requests.
Enhancements, upgrades, or client requests are entered Into our ticketing system, which are
prioritized and tracked through each phase of development. Feature requests may be submitted
by internal ICSolutions employees, as well as external clients.
All feature requests are reviewed at the executive level by the Vice President of Technology, the
CenhlryUnk: Page 18of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Vice President of Business Development and other general management to determine the order
of priority for each enhancement.
•
•
•
Preliminary Product Requirements. Business owners present features/functionality
desired, including considerations of basic versus advanced functionality.
Analysis of Business Need. Business owners additionally present data regarding the
individual customer and/or broader market need for their idea.
Go/No-Go Decision. A go/no-go decision is made based on preliminary business
analysis. U "go," the project proceeds to formal evaluation.
Enhancements that are approved for development are ported into a Project List to outline the
priority and order in which the enhancement will be completed. The Project List includes:
•
•
Detailed list of feature(s) required, listed in order of priority
For each feature required, requirements for each solution component are listed:
application design and development. database design and storage requirements, as well
as ongoing maintenance/monitoring and customer care (staff as well as consumers).
A Project Plan is then created to track progress and capture the overall essence of the project
flow. Functional owners detail tasks and timelines needed to fully deploy the project; the project
is then placed in the development queue.
The number of system updates required for a particular enhancement is dependent upon the
scope of the project.
Phase 2: Design & Develop
During the Development phase, the Engineering Manager oversees the development of
functional requirements through to the QA Testing phase. To ensure that development is on
track, Engineering Scrums are run three times per week. Using Scrum methodologies in Agile,
projects are broken down into smaller, more manageable pieces, known as "sprints," that can
be compl~ted within two to three days. At the end of each sprint, the Development Team meets
to assess the project's progress and plan the next steps.
Due to the collaborative nature of the Agile process, ICSolutions Developers work closely with
customers throughout the development phase to define and fulfill a requirement request in the
most efficient and accurate way. The focus is on getting the feature developed that is most
beneficial and useful to the customer, not on extraneous process and documentation.
For specific customer requests, periodic work-in-progress demonstrations of the new feature
may be perfonned for customers where appropriate.
Phase 3: Quality Assurance & User Acceptance Testing
ICSolutions conducts thorough Quality Assurance testing, and in cases of specific customer
Centl.l'yl.lnk: Page 19 of 125
Solicitation #COR61453 ·Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
request, User Acceptance testing. Once the Development phase of each iteration is complete,
the Quality Assurance Team will define test parameters for the system, which is reviewed with
the entire Development Team. This Test Parameters and Requirements document will be used
to generate a QA matrix. Testing is performed in a QA Test environment to verify functionality of
new enhancements, bug fixes, and software patches.
Due to the incremental nature of Agile, testing often occurs concurrently with development so
that each iteration of a feature is tested as it is developed. Testing in this manner lessens the
risk of a compressed test period that often occurs in traditional Software Development Cycles as
a result of running out of time on the development timeline.
For enhancements resulting from specific customer requests, our Engineers will work closely
with the customer to conduct User Acceptance Testing in a controlled test environment to
ensure that all requirements of the requested enhancement are met. Customers will review their
enhancement for the appropriate functionality and usability and report any issues or requested
changes back to the Testing Engineer.
While Engineers are completing QA Testing, ICSolutions' Technical Writer begins creating
documentation of the new features that will go into the User Reference Guide and Release
Notes, which are released to the Agency before deployment.
Phase 4: Deployment
After the Testing Phase is complete, the feature/module is moved from the development branch
into the software trunk. The software is then forwarded to the System Architect for incorporation
into the appropriate software release. New software releases and enhancements are distributed
through an IP connection, with no need for any onsite disruption. Due to this centralized system
update, downtime is minimal. An ICSolutions Client Services Representative will work with the
Agency to arrange a mutually agreeable maintenance schedule at the most convenient time to
ensure as little disruption to site operations as possible. ICSolutions can accommodate any time
of day or night for release, whether during business hours or after hours.
Whenever an upgrade and/or enhancement to the Enforcer finishes testing and is ready for
wide release, the Agency will be notified of the new release updates (typically within two weeks
of the release) and provided documentation of the features and functions of the new software.
A white paper "Feature Flyer" will be distributed to the Agency, which describes the new system
feature and its functionality. At this point, the newly updated User Reference Guide and Release
notes are uploaded online for Agency users to access through the Enforcer GUI.
ICSolutions schedules two major and two minor releases per year on a quarterly basis to ensure
the system is always state-of-the-art. In addition, specific customer requests can be completed
on-demand and pushed to the Agency as a patch. These requests will then be rolled out to all
clients in the next quarterly release. Any bug fixes and critical patches will be completed and
applied immediately, as well.
Centurylink: Page 20of125
Solicitation #COR61453 • lrvnate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Phase 5: Post-Deployment
In the Post-Deployment phase, our Technical Services Center is notified of all system changes
in the release so that they are aware of and prepared for any potential issues that may occur. All
software is built to report non-standard behavior through our central monitoring system,
Enforcer Real Time Status (ERTS).
System monitoring is part of the fundamental design of all components of the Enforcer system.
All key applications send heartbeat messages to ICSolutions' central monitoring system, ERTS.
These heartbeats are recorded in a status database and displayed on a browser screen. ERTS
monitors all heartbeats and raises events, should a heartbeat become overdue based on
configuration to ensure that no missing heartbeats are ignored.
Any condition which is deemed "not normal" can cause an event to trigger. All programs
generate detailed log files both for troubleshooting and monitoring, with logs being scraped at
least twice per hour for anomalous activity, which is sent to ERTS for processing.
ERTS has various options for event handling including, but not limited to, email, SMS, and user
interface alerts. Our Technical Support and system monitoring teams are responsible for
responding to and performing Level 1 support on issues, and escalating both technically and
administratively, as appropriately. Should an event occur as a result of a recent release, our
Technical Services Center will work with the Engineering department to troubleshoot the issue
so that Engineering can begin development of a bug fix or software patch where appropriate.
Centurvlink architecture assures that the Agencv can denv updates
Because our hardware and software environments would be 100% dedicated to
West Virginia, not mixed with other accounts, a decision by the Agency not to
implement a certain upgrade will not impact any other account we serve. Please
note that this 100% dedicated architecture is true at the network, software AND
hardware level, INCLUDING storage arrays. This ensures:
tf
Immediate retdeval of data. Users are not competing with users from other
agencies. This is where dedicated bandwidth and storage arrays are
especially important.
./ Flexibility in customizing software. The software environment and user
interface is strictly yours - we are able to develop rules and/or screens for
use only by the Agency, or make the capabilities available to other
customers if we believe the new software has broader applicability.
./ Flexibility in implementing software changes. The Agency is also given full
flexibility in implementing software changes or even backing out changes
after they have occurred.
Centurylink: Page 21 of 125
Sollcllation#COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
5.19. Vendor shall upgrade all hardware as required to comply with perfonnance standards as
mandated in this RFP.
Vendor Response: Read, agreed and will comply.
Central data center management
Central data center equipment is refreshed on a standard cycle (depending on component) to
ensure reliability and vendor support, while any impaired components are replaced in
compliance with our Service Level Agreements.
On-site configuration management
Anytime throughout the contract term, the Agency can call the Program Manager to make a
MAC (Move Add Change) request. Non-urgent requests will be filled by a local service
technician during their next scheduled visit.
More complicated requests (installing phones in a new wing of the jail, upgrading to full video
phones in the booking areas etc.) will be assigned a project manager and handled like the initial
implementation with a site survey, a meeting with the Agency, a formal project plan, and weekly
progress reports.
If, at any point, the Agency plans to expand a facility, add a new facility or requests additional
phones at an existing facility, Centurylink can add storage and phones at any time without
affecting the operations of the existing system.
Additional network capacity may require up to 30 days' notice if it requires a local network
access provider to add new line(s) (this is due to local phone company requirements and is true
for any provider), but does not require any system downtime.
5.20. Telephone support from live, qualified technicians must be available 24/7/365.
Priority Level 1, when more than 50% of a single site or housing unit is without service. A
response is required in less than 1 hour, and a resolution within 3 hours without a site visit.
Resolution requiring a site visit nmst be completed within 8 hours.
2. Priority Level 2, when 25% to 50% of a single site 01 housing unit is without service.
Response time is a maximum of 2 hours and resolution is a maximum of 6 hours without a
site visit. Resolution requiring a site visit must be completed within 24 hours.
3. Priority Level 3, when 1% to 25% of a single site or housing unit is without service,
response time is a maximum of 2 hours and resolution is a maximum of 6 hours without a
site visit. Resolution requiring a site visit must be completed within 36 hours.
4. Priority Level 4, items on eoftware fixed list or related to administrative issues that are
informational, non-service related conditions or non~busi11ess cdtical, response time is a
CenturyUnk: Page 22 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16. 2014
maximum of 4 hours, and resolution is a maximum of 24 hoW'S without a site visit.
Resolution requiring a site visit must be completed within 36 homs.
5. Agency reserves the right and ability to establish and/or change the priority level for each
occurrence.
Vendor Response: Read, agreed and will comply.
The Centurylink operations team will respond promptly to all inmate telephone service calls,
friends and family issues, billing inquiries and any other issues relating to the inmate phone
system on a 2417 /365 basis.
This will be accomplished through our centralized Customer Service Center via a toll free
customer service line. When a trouble condition is reported, our technicians will quickly perform
diagnostic testing to isolate the problem, determine if a remote resolution is an option, and if not,
quickly dispatch a field technician to the site.
Should any issue potentially prevent a trouble condition from being resolved within the
timeframe contractually permitted, the issue will be immediately escalated to the Program
Manager who will discuss the situation with Agency staff as appropriate.
Once a resolution to the issue is achieved, acceptance testing is completed before any trouble
ticket is closed.
Repair Times - Service Level A greements CSLA)
Centurylink will comply with the requested Response/Repair SLA's and work with the Agency
to define the specific types of service issues that fall into each priority level.
CenturyLlnk: Page 23of125
Solldtatlon #COR61453 - Inmate Telephone System & Service
West Virgiria Division of Corrections
Submitted: July 16, 2014
·Description of Priority Levels
With Examples
Repair
Response Times
(M<iximllm Time
After Service
Request by the
. Agency)
Required)
1 Hour
3 Hours
8 Hours
2 Hours
6 Hours
24 Hours
2 Hours
6 Hours
36 Hours
4 Hours
24 Hours
36 Hours
Times
Repair Times
(No
(With
Dispatch
Dispatch)
Priority Level 1
Emergency Service Issues, 50%
or more of the service at a single
site or housing unit Is out of
service.
Priority Level 2
Normal Service Issues, 25%-50%
of the service at a single site or
housing unit is out of service.
Priority Level 3
Normal Service Issues, 1%-25%
of the service at a single site or
housing unit is out of service.
Priority Level 4
Normal Service Issues, Non
Service related issues.
5.21. Vendor shall provide on-site field support from qualified technicians to be available
24nl365. Refer to Section 5.20 for response and resolution timeframes. Vendor must
provide a minirmnn of three (3) technicians that reside in the State of West Virginia
Vendor Response: Read, agreed and will comply.
Centurylink will exceed this requirement by providing four (4) West Virginia-based technicians.
Two existing technicians (Jim and Mary Beth Chapman will be located in Hedgesville, West
Virginia, while two additional technicians will be hired in specified locations to minimize overall
drive times and maximize our ability to service on-site issues in a timely way.
5.22 The inmate telephone system must be a non--coin operated telecommunications servia; using
line-powered instruments compatible with Agency's current wiring at all sites. In the event,
new wiring is required at onset or with future expansion, Vendor shall be respoDSible for
supplying and installing said wiring.
Vendor Response: Read, agreed and wlll comply.
Centuryl.lnk: Page 24of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
5.23. All services and equipment provided by Vendor must comply with all current and future
federal, state, and local laws, rules, and regulations, as well ~ internal Agency policies and
procedures. Vendor must be properly authorized by appmpr:iate governing or regulatory
entities to provide inmate telephone systems.
Vendor Response: Read, agreed and will comply.
Centurylink is authorized by all appropriate governing or regulatory entities to provide inmate
telephone systems and service.
5.24. Vendor's inmate telephone system must meet all ADA standards, including the installation
IDD teclmology and hardware when requested by the Agency.
Vendor Response: Read, agreed and will comply.
The Enforcer System meets all ADA standards.
CenturyUnl<'s proposed inmate telephone, the Wintel ITC7090SS, includes user controlled
amplification and meets ADA requirements.
Centurylink will install the Ultratec Superprint 4425 TDD device, which is the most commonly
deployed TDD device in the industry.
Features and benefits of the Ultratec Superprint 4425 TDD device are listed below:
•
•
•
•
•
•
Built~in
24-character printer
Three selectable print sizes
32 Kmemory
Call progress clearly shown on LCD display
Programmable Relay Voice Announcer
Memos you can name for easy recall and sending
./ Keyboard and memory dialing
./ Call progress (display shows whether line is ringing or
busy in direct connect)
./ Ton~and-pulse dial (including*,# and hook flash)
./ Auto-answer (direct connect)
./ Remote message retrieval
./ Auto ID
., Time and date
./ TIY voice announcer
./ User~programmable relay voice announcer
./ 20-character vacuum fluorescent display
./ Rechargeable batteries
./ Optional ASCII code
CenturyUnk: Page 25 of 125
Solicllation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
"' Optional large visual display port (includes ASCII}
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Call control for hearing-impaired inmates will be provided.,
,./:\~.through functionality native within the Enforcer SVStem .~9r~:
f~ich f!.leans that ~II call coritro~ features are maintained::;(:
· .. ·· including PANs and recording/monitoring of the text_.;,,.,·:·
... ~~".~~ ~~~'...<~.~; ,., ·_,.&,. •.
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..7.:/· ..:< -~. •: . . . ~:·~. . ....,~:~:~. -~t:~~ ~;·' ' ,-. . :~,: ~· ~.
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easily acees.sible
call Detail
~;)
~S'"<<
notes
be printed locally or remotely: ::>::~.-
and is
attached
.
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~~: ·: :;. ~-· :.:~/:::(-,."~:~.,
:5~(t·1~·:iQJ:r The Enforcer provides the following benefits; ··'""3¥·:·,$~~
. .f;t~~~-= -~~i~~~-·=··~~::~,~~:~~·~·~&~~ ~~~~~·i~~if~{~}:~·~-~~~·.,~,:'.~t;~~!~~~~~~:~.-- .. ~l~.~:·;:~~~~··::··:~t;:
:, .,....);Eliminates need for staff members to initiate call process···
. ;, i. No. use of TDDs to circumvent security features-..~~·~·.,; • -~. J.·~
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525. Vendor must obtain approval from Agency prior to cutting into girders, beams, wall, flooring
or any other structures that may impair fire or moistw:e-proofing or cause structural damage.
Vendor Response: Read, agreed and will comply.
5.26. Vendor must use new materials for wiring, which must be clearly marked at both ends and
oomply with ClllTent Electronic Institutional Associati.onffelephone Institutional Association
specifications. No exposed wiring is pennitted. To be run with industry standard telephone
cabling CAT 5 cable or category 325 pair cable as necessary. All wiring infrastructure
installed by Vendor shall become the property of the Agency upon expiration or tenninati.on
of said Contract.
Vendor Response: Read, agreed and will comply.
5.27. Vendor shall reimburse Agency for any damage to Agency's property caused by Vendor
dwing the tenn ofthis contract.
Vendor Response: Read, agreed and will comply.
5.28. Vendor must affix labeling to all telephones with clear and concise dialing instructions,
including notification that all calls are subject to monitoring and recording. Labels nrust be
printed in both English and Spanish or as required by the Agency.
Vendor Response: Read, agreed and will comply.
CenturyUnk: Page 26 of 125
Solicitation #COR61453 - lrvnate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
5.29. Vendor IDllSf: supply only new telephone equipment. Said telephone equipment must be
sturdy, non-coin, vandal resistant and annored with durable tamper-proof construction
appiopriate for a correctional mvironment. Agency rerorrnnends all Vendors provide a live
demonstration of phone system at oral presentation Agency requires all vendors to bring a
sample ofthe inmate telephonelhandset to the oral presentation.
Vendor Response: Read, agreed and will comply.
CenturyLink will install the Wintel ITC7090SS Coinless Inmate Phone with
volume control, which is the overwhelming choice for inmate facilities
throughout the industry. This hardened inmate phone meets and exceeds the
listed requirements above.
The inmate telephones have been constructed to be tamperproof and are
constructed of 14-gauge stainless steel and designed for indoor or outdoor
inmate use. Features and benefits of the Wintel ITC7090SS are listed below:
•
•
•
•
•
•
•
•
•
Magnetic hook switch
Built-in volume user controlled volume "LOUD" button on all inmate
telephones.
Meets all ADA requirements for user controlled amplification.
Rugged vandal resistant housing especially designed for inmate use.
Sealed handset suitable for heavy use and abuse areas.
Security screws to minimize tampering.
Confidencer technology filters out background noise at the user's location.
Armored handset cord equipped with a steel lanyard (1000 lb. pull strength) and secured
with vandal resistant retainers.
Hearing aid compatible and FCC registered (DF4USA-75652-CC-E)
5.30. Vendor, as well as Vendor's subcontractors, shall clean up and remove all trash from
installation areas. No equipment, parts or inventory shall be stored onsite unless approved
by Agency.
Vendor Response: Read, agreed and will comply.
5.31. Vendor shall provide a report to Agency listing the following:
d. Telephone numbers
e. Equipment identification numbers
f. Location of equipment
Vendor Response: Read, agreed and will comply.
CenturyUnk: Page 27 of 125
Solicitation flCOR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
5.32. Agency ID cards will be provided to Vendor's personnel for entry into the facilities. Sites
reserve the right to search any deliveries, mail or packages received at the site prior to being
delivered inside of the security perimeter. Contract workers/visitors are subject to search of
their person, vehicles and personal items before entering the site. Such searches may be pat
down searches, searches by metal detectors, or searches by Agency canine wlit. Agency has
authority to deny access. Vendor's personnel shall comply with all Agency policies and
procedures.
Vendor Response: Read, agreed and will comply.
S.33. Vendor's personnel and subcontract personnel shall obtain, at Vendor's oost, background
security clearance prior to arrival at the facilities.
Vendor Response: Read, agreed and will comply.
5.34. Vendor shall install adequate surge and lightning protection equipment for the inmate
telephone system.
Vendor Response: Read, agreed and will comply.
Our surge and lightening protection system for on-site equipment uses the SurgeGate ™ system
a state of the art Telecom surge protection system manufactured by ITW Linx. The system is
comprised of various modules to protect the incoming network from the LEC, modules to protect
the Station ports, (inmate phone connections) and the power system. When installed, this
system will tie together all the systems at each site for a common bond on the ground side of all
equipment in the phone room.
CeotlM'yUnk: Page 28of125
Sollcltatlon #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
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5.35. Vendor shall provide UPS back-up power. No separate power supply is required. It should
be a minimum of thirty (30) minutes to allow for a safe shutdown of the system during
power interruption.
Vendor Response: Read, agreed and will comply.
Each facility will have its own UPS back-up system which will provide at least 30 minutes of
power to allow for a graceful shutdown of the system.
In addition, the network monitoring software is in constant communication with each
Centwyl.ink: Page 29of125
Solicitation #COR61453 • Inmate Telephone System & Service
West Virginia DiVision of Corrections
Submillad: July 16, 2014
uninterruptib e power supply (UPS), as well. Our UPS Monitor (UPSMon) software
continually monitors the status, utility voltage, battery capacity, remaining run-t me and
UPS Load of every installed ITS nationwide.
The software runs 24/7/365 and automatical y sends an email alert to our 24 hour
technical support team anytime there is a loss of utility power of any duration, 10 any
ITS device. Most utility power interruptions are very brief. The UPS controlling
software also performs a data- save and graceful shut-down of the affected system
one minute before pr mary battery power is exhausted.
In addition to runn ng continuous, automated analyses, technicians can view the status of all
UPS units in service at any time from our Network Operations Center {NOC), which proactively
monitors the performance of all calling platform equipment.
UPSMON· All Systems Status
They can also pull up details including histor es of all power fluctuat ons and disturbances to
investigate and diagnose aberrations in network usage and performance:
CenturyLlnk: Page 30 of 125
Solicitation #COR61453 - lrwnate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
20
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5.36. ln the event of a power outage, the inmate telephone system must automatically shut down
without losing any calling data. Once power is ·restored, the phone system must have an
mrtomatic restart feature.
Vendor Response: Read, agreed and will comply.
The primary on-site equipment, the Integrated Access Device (IAD), is powered by a UPS, and
is homed to the centralized platform at the off-site primary and secondary data centers. In the
event of a commercial power outage at a facility, the inmate phones will continue to operate for
up to 30 minutes, during which time calls in progress will be allowed to continue, but new call
attempts will be blocked from all phones that have lost commercial power. New call attempts will
continue to be blocked until ten minutes after restoration of commercial power.
The Enforcer is installed at an offsite Primary Data Center where commercial power is backed
up by UPS generator power.
CenturyUnk: Page 31 of 125
Solicitation #COR61453- Inmate Telephone System & Servioe
West Virginia Division of Corrections
Submitted: July 16, 2014
If commercial power is lost at the Primary Data Center, generator power will continue to run the
Enforcer indefinitely, providing the generator is refueled. If refueling is not possible and backup
power is lost, service will be quickly transferred over to the Secondary Data Center.
The Enforcer will continue to function normally, and calling will not be impacted at the facilities,
except in the extremely unlikely event that both commercial power and backup power are
interrupted at both data centers. In this case, the Enforcer would perform a data save and
graceful shutdown of all call processing until commercial power is restored.
Timers in the UPS and data center ensure that power stability has returned before restoring full
telephone service, at least ten minutes after commercial power restoration.
Since March 2007 we have processed hundreds of millions of call detail records (CDRs) and
audio recordings with the centralized Enforcer platform. Not a single CDR or audio recording
has been lost to date.
5.37. System Features and General Operation:
SECURITY FEATURES
1. Must process all inmate calls on an outgoing, station-to-station; pfef!ad:El basis (modified
per Addendum 7, Q&A 56).
Read, agreed and will comply. All inmate calls are processed by the Enforcer System and
terminated over outbound only trunks. As part of a Local Exchange Carrier, Centurylink
provides both prepaid and traditional collect services, in addition to an existing real-time
interface with the Agency's Lockdown trust software for debit calling.
2. Must limit one call per connection
Read, agreed and wlll comply. Upon termination of each call, the inmate is returned to the call
initiation script and required to go through the entire controlled process in order to place another
call.
3. Must block all incoming calls
Read, agreed and will comply. The on-premise IP Gateways are incapable of processing an
inbound call - as a result no inmate telephone is capable of receiving an Incoming call.
Centuryl..ink: Page 32 af 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
4. Must process all calls by an automated operator. Access to Jive operators is not
permitted at any time.
Read, agreed and will comply. The Enforcer System provides fully automated collect, prepaid
collect and debit calling. Inmate access to live operators is neither required nor permitted at any
time.
5. The inmate shall be placed on hold after the dialing sequence in order to prohibit the
inmate from monitoring or communicating with the called party. Once the call is
accepted by the called party. the inmate will be connected.
Read, agreed and will comply. The inmate cannot communicate with the called party until the
call has been positively accepted. During this time the call timer is turned off so neither party is
billed for this setup period.
6. Must be able to inform the called party of any and all charges for the call, prior to
accepting the call.
Read, agreed and will comply.
On every call, the Enforcer announces the funding mode of the call to the call recipient. For
example, for a Collect call, the automated operator prompt will say "Hello, you have a collect
call from (inmate's name), an inmate at (facility name)." For a Debit call (paid for by the inmate),
the automated prompt will say , "Hello, you have a call at no expense to you from (inmate's
name), an inmate at (facility name)."
If the call is a Collect or Prepaid Collect call (paid for by the call recipient), the automated
prompt offers the call recipient the opportunity to hear the call rate on every call: MTo hear the
charges for this call, press 2.n
The script that the called party is:
•
•
•
•
•
•
•
"Hello. You have a (type of call) from (inmate's name), an inmate at (facility name)"
"Your account balance is (dollars and cents of the account balance). n (Prepaid call only)
"To hear the charges for this call, press 2" (Prepaid and collect only)
"To accept this call press 5"
"To refuse this call hang up now"
"To block this call and all future calls from this facility, press 9"
uThis call will be recorded and is subject to monitoring at any time."
If the prepaid account balance is insufficient to pay for the first minute of the call, the call
recipient will hear the following message:
•
'rYour account balance Is (dollars and cents remaining in their prepaid collect
account)
Centutyl.ink: Page 33 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Correetions
Submitted: July 16, 2014
•
This balance is not enough to allow this call to be completed .Please contact Inmate
Calling Solutions at 888-506-8407. Please press 0 to be transferred to Inmate Ca/f;ng
Solutions at 888-506-8407."
7. Must have pre-recorded message announcing to the called party that this is: collect call,
name of facility, inmate name placing the Cf'.11, and that the call is subject to being
monitored and/or recorded. The system shall, at a minimum, have multi-lingual
capabilities for English and Spanish.
Read, agreed and will comply.
The Enforcer is delivered with pre-recorded instructional voice prompts in both English and
Spanish for the inmate and the called party. Language is selected by the inmate as part of the
call setup process, using a one-digit code: "For English, press 1; for Spanish, press 2."
Additional languages can be added at the facility's request at no charge. Languages currently
deployed at other facilities include French, Russian, and Hmong.
Section 5.37.7, immediately preceding this section, provides the complete announcement
sequence, including the type of call, facil!ty, name of the inmate, and a disclaimer that the call is
being recorded.
8. Must provide Agency with the ability to program allowed or blocked numbers, either
globally or by irunate.
Raad, agreed and will comply.
The Enforcer enables authorized users to immediately enter blocked numbers into the system
using the user-friendly Administrator interface. Blocks may be added for a specific telephone
number or group of numbers. Important Block Features:
•
•
•
•
•
•
•
Block groups of numbers such as: 800, 888, 866, 911, 1411, 555-1212, 101 OXXX, etc.
Block individual numbers - unlimited quantity
Blocks from your existing system will be imported during installation process
Soft block resulting from multiple refused calls
Real-time block activation
Simple workstation block entry
Blocked number report
Inmate-Specific Blocked Numbers
To block calls only from a specific inmate to a particular number add the number to that inmate's
PAN (Personal Allowed Number List) and check in the "Block~ column as shown below.
CenturyUnk: Page 34 of 125
Solfdlatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
PANs (Personal AlloW8d/Blocked Numbel'8)
Inmate ID: 970414
GREGORY SMITH
P»J Hioloty
I
GG
,: ~::aR~1[.:'ll L:- r:u-';7J-~
00
1·_~~·~~~;
~-
Edit PAN- Add Inmate-Specific Call Block
Blocks can be added using the Global Number Edit screen shown below. This will block all calls
from inmates to this number.
Ni;.'111!:Jer.: Iii
f#
1-G1~9G-'".NOO
:.o-:•-;_··
I Add Site I
Call Type:~---- ·"' I
Category: t_unoa~~~- ___!j
D Passive Acce~C.e ~
0Greeting Off~ "
0Block
0 PAN Ovenide ~
D Do Not Rece>rd
OPrilil~~
OEmail Alltfl{s):
OPage Alert(e~
OMonitor Alert{s:I
DP~ertt Ale!tM:
4
0 Ge,,;~ A!ert." ~
01-Jide Recordi~ OHide ~
Max Duration (minutes):
·omutt is 60
O ·1g110rv -omF ~
Digits:
[ti-
ilime frame (secs~ @"j
D Ignore Silence ~Seconds: EC]
-------
Notea:~~
-1
_
Global Number Edit· Add blocked Number
Standard blocks are established for each system at the time of installation. These include
directory assistance, 911, emergency, pay-per-call services, 101 OXXX access codes, toll free
numbers, and live operators.
In addition, Centurylink's project team will work with the site to populate the blocked number
table with facility personnel telephone numbers, and will work with the outgoing vendor to
incorporate any telephone numbers which were blocked due to complaints of harassment.
CenturyLink: Page 35of125
Sollcltallon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corre<:tions
Submitted: July 16, 2014
9. Must deny access to 800, 888, 877, 411, 555-1212, 900, 911, 950+1, 976 or 10-lOxxx
numbers and allow blocking of specific telephone numbers.
Read, agreed and will comply. These numbers are all blocked as part of our standard
installation checklist.
10. Must allow free local calls to designated numbers, such as Public Defenders, Rape
Crisis Centers, Prison Rape Elimination Act Hotline, and Critical Incident Hotline.
Read, agreed and will comply. All calls to special Agency-designated numbers, including
those above, will be provided on a free basis.
11. Must be able to control call duration ba..ed on time limits or time of day restrictions.
Read, agreed and will comply.
This is a standard feature and available by inmate. facility, or down to the phone level if needed.
Typically call durations is set to a default level by facility. However, within a facility, any phone
can have a separate duration limit that will override the default limit; this is illustrated below in
Section 5.37.12 on the AStations" screen.
The Agency will have complete control over the times that inmates have access to the phones
for calling. Using the "Phone Schedule" button from the "Site Adm in" tab, staff will be able to
control the times of use by phone, area (pod, medical, intake, etc) or the entire facility. The
following screen illustrates a weekly schedule for a group of phones. Note that in the "Edit"
column, the option is provided to turn the phones off or on all day:
~,,
..
~~~~ Centurylink"
INMATE PHONE SYSTEM
Demo
User. mhaynes tv 1 1. 1·n
C!>f'l'OG"l21l~31U
PGwmd llyTIIE ENFOR<:at'
w..u,... "'- SclllMIN
on all day
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ohllday
on all day
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Mon 7:00-22:00
r~e
-
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on .U city
ahllday
oo&Uday
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Slit 6:1J0.24:00
on all cla
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Sun 6:0().2.4:00
onlllldly
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on all d1y
ohllday
J
~ 111HMce
Phone Schedule Screen
CenturyLlnk: Page 36Of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
12. Must be able to set limits by housing units, individual inmates, and facility or
destination numbers.
Read, agreed and will comply.
This is a standard feature; calling restrictions within the system are almost infinitely flexible. The
following screen illustrates restrictions for inmates, including the number of calls allowed per
day, maximum number of PANs, and free calls allowed:
k.10/e
• Cl-228
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Inmate Profile Screen
The System can assign each inmate to a single phone or a group of phones. Using Station
Group Names, which assign one or phones to logically named groups, staff can quickly enforce
physical phone restrictions. In the following example, Inmate Clark can only make calls from
Apache 8 and D, however, any inmate without a Group restriction can also use Apache Band D.
Allowed Station Groups for Inmate
lnmllle 10: 072320
ROOHEV a.ARK
..
AllStatl..,.
0Allaw
APACHE A
0Allow
~Allow
APA.CHE 8
-AP.ACHE C
f
...
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-
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--
Allowed Station Group Screen
CenturyLink: Page 37 of 125
Sollcltatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of CorrectJons
Submitted: July 16, 2014
The following screen illustrates the ability to limit a destination number to a specific number of
minutes:
:Ui11!«Pl10nt Numllei ~3045551.2~2
... - ·--- . ._ ...... ·-·- ---· --.::. ..;.,
--
~
~
Global Number Edit
Not found. Enter data to create new number.
. -:~:
N111tk!r.
~ Ii·
Name:
11-30~~1212
-
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~
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Max Olftlion (m1111ies):
Oefai.«n;25
---····
(J Albldl
Ci Emeil Aferl(s):
1.J Page Alllll{s):
Mllnltllf Alell[s):
C Pllyment Akld(s):
Blodc 1'4a! Blocked ,
.\;~.~~~J
,..
.
Cal Type: l_IJ~_ -- ------Categ~ __':'!l_~f!!'! .
Cl PAN CM!ride ~
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fJ Privileged A ,,.
-- _______
IJ Generel Alert.
. '" .
Olal pattem:
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Notes:
Global Number Edit Screen
On the following screen, administrators can select several parameters for individual phones,
including the type of calls made (collect, debit, free, etc.), and the maximum call length allowed
from each specific phone:
-
_
. . . ..liiiillliiilllilm-
~ Ad ~3 ·•·· ·-·' r~ ... eo~ t"Cll'd VDI•' rFrtt r-s11K111 ·• r·.., ~ ·l31"'5p- .., jHi--··-r.,.o11 "°Col<COn1P'Do1: c•,.,r90"''"<"P
IJ&1at.
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- -
-
Stations Screen
CenturyLink: Page 38 of 125
Sollcltallon #COR61453 - Inmate Telephone System &Service
West Virginia Division of Corrections
Submitted: July 16, 2014
13. Must have voice biometric technology integrated and offer related analysis tools and
capabilities. Preference will be given to systems that have continuous voice analysis
throughout the call duration. Agency will not accept "beta" for unproven technology. If
offering continuous voice verification, please include a reference where this service has
been in place for a minimwn of 6 months. (Continuous voice analysis preferred
rather than mandatory per addendum 7, Q&A # lla and others)
Read, agreed and will comply.
Centurylink and ICSolutions are BY FAR the most experienced providers of voice biometrics in
the market today, with facilities housing over 50,000 inmates using voice biometric software and
investigative systems.
This experience spans pre-call validation, continuous (throughout the call) analysis, and inmate.:
to-inmate analysis (see table below); this experience is critical given voice biometrics' impact on
system design (call processors, connectivity, server sizing, etc.}.
:l_
c1>
(2)
I
i---
Cap-ability
-
Pre-call
verification
("PCV")
Primary benefit
-
I
Continuous
j
analysis
!
("Continuous" or
"Investigator
Pro™")
l
(3)
- - - --
_rfosc1·iptio11
Inmate-to-Inmate
analysis
("ICER")
Matches voice print with
inmate PIN prior to allowing
call to be placed
Includes #1, plus analyzes
inmate and called party s.ide
throughout call
Separate standalone
capability. Analyzes ealis: Are
two inmate voic;:es on a single
call?
Prevents PIN theft when
inmate not present
Prevents PIN theft when
inmate is present ("verifythen-push aside•)
Prevents call conferencing not
otheswise detectable
Have been providing
PCV and continuous
voice biometrics to
multiple agencies on
the Enforcer System
since 2006
Have been providing
at the Kansas DOC
since 2012
Note: Due to the differences in software royalty and server capacity costs between #1 ("PCV")
and #2 ("Continuousj voice biometrics, CenturyLink has provided separate pricing offers so that
the Agency can make their own decision regarding the relative benefits and costs of each offering.
#3 ("ICER'1 is included in either offering at no impact to pricing.
Cenlwyllnk: Page 39of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
. ·...,. "::;.
PCV vs: Continuous Voice Biometrics
·~<·:· .{, .:~_::.-.:,~· ': ·:{~.':t-_~:1~-::'.~~ ·. :'.~~ ~··-~: ·:rt~;~~\t-·~ ~;;_~~-;~ -·~~···;:; :}\1 -. <::,--· ·....... ~; .~:1J:ff., .
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The choice of voice biometrics software is clearly an important one which
i~pacts .the 'secunty of the inmate t~lephone system~ At the same time voi~ ;
"., <1;"1 ''..
•: "l. • : • " ••
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•
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~.~ biometrics' Its effectiveness depends on a number of site-specific factors. t:,::
· f
Gi~en 'our ~xpenence with .these ·p;oducts anci the .se.nsit·i~ty of th.is. top.i c•."we. ,
respectfully request the opportunity to discu~ further· ~ith the Agency during ;
•
,
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:~i..; follow-up questions and/or vendor presentations. ,.:~l;:,'.;;;~::~.
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#1 - Pre-Call Validation
Pre-call validation matches a pre-recorded voice print from the inmate that can be compared to
the inmate's voice when they make a phone call; if the print and the actual voice do not match,
the call is not allowed to be placed. This feature is very useful in reducing attempted PIN theft
among inmates
•
•
If such an event occurs, the call detail record is marked with a termination code
identifying the call as failing biometric validation.
Note that this is a one-time, up-front rejection of the call attempt. If rejected, the inmate
would be required to hang up and attempt the call again.
Enrollment at Intake and Agency Involvement. Before first using the inmate telephone
system, inmates must enroll a voice print that is saved in the database. To do so, Centurylink
would install dedicated enrollment phones in the intake areas.
•
•
Intake officers simply direct the inmate to the enrollment phone, where the inmate simply
follows the prompts to repeat their name and certain phrases. In total the process takes
about two minutes.
We recommend indirect supervision of enrollments, where an officer's presence is •telt"'
by the inmate but the officer is able to perform other tasks.
For the initial enrollment project, Centurylink Tearn personnel will be deployed in teams with
portable enrollment units to manage the process and enroll all existing inmates. Facility
personnel would be required only for escorting and security for the enrollment teams.
Investigative lnfonnatlon. Search criteria can also be used to filter call detail records with
voice biometric failures. In addition, because we record all calls from the moment the receiver
goes off-hook (to our knowledge this is unique in the industry), investigators are able to listen to
all of the inmate's activities prior to attempting the call.
Cenb.JryLink: Page 40 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
#2 - Continuous Voice Biometrics
For continuous voice biometrics, Centurylink has partnered with JLG Technologies, LLC to
offer the most advanced voice biometrics software available in the corrections market today.
JLG's Investigator Pro product incorporates technology developed for the United States
Department of Defense for its own voice security and detection applications.
Centu rylink has had the Investigator Pro deployed for over five years and is the only
provider to have continuous voice biometrics deployed in a state DOC in addition to
large countv facilities. We invite the Agency to contact Hillsboroug h County Jail or the
Nevada and/or New Hampshire DOCs to discuss how The Investigator Pro has positively
impacted those agencies (New Hampshire references will be provided on request).
~
.. .......,,.. _ ___...... .,. •• ,_.ra..........,. _... ••.. -:r.:r011 - •~ · -~~-
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Served since
' 2008
;
·..,.
;-f"acnme;s:··12:sa<fln-mates-··
·---·· ·--·· - -· -1
____._____ ·-·--- -- ··--··- · ·--·-·- ···-· . ..- ·- - ..s
· Pam del Porto, Inspector General (Primary) i
Aceountsize
...
Contact
~
Phone (775) 887-3395
pdelporto@doc.nv.gov
'
i
Dawn Rosenberg, Chief of Purchasing
(Secondary)
,
f:
Phone (775} 887-3219
t.~.
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t..?-~cilities, 3,000 inm!l!~s. _"' .. ·· --···. -··- __ _j
' Jim Hardin, Information Services Division
i
l Project Manager
~ Phone: (813) 290-2270
,
"L~~-T!tt.i~~!.~.t!1J~~~~:.~!TP.~:.~!!!~--·---l
Advanced voice biometric technology automatically detects and marlcs suspicious
activity
Suspicious Call Finder
Conventional voice verification systems - where inmates' voice prints are verified before the call
starts but not after - have two major !imitations: first, they do not detect inmates handing the
phone,to another inmate after validation, and second, in the case of a verification failure, they
only record the event.
The Investigator Pro's Suspicious Call Finder module eliminates these limitations and provides
analysis of inmate voices throughout the entire call; in addition, it provides the key piece of
information correctional facilities value: the probable Identities of imposters. When a call is
CenturyUnk: Page 41of125
Solicitation #COR61453- Inmate Telephone System & Service
West Virginie DMslon of Corrections
Submitted: July 16, 2014
completed, the Investigator goes to work uses specialized hardware and software to perform the
billions of mathematical computations necessary to intelligently compare previously enrolled
inmate voice models against the voices on the call, determining the highly probable identities of
imposters.
Pre-Call Imposter Detection
The Investigator Pro Pre-Call Imposter Detection module provides pre-call imposter screening.
When an inmate initiates a call attempt, the Pre-Call Imposter Detection module compares likely
imposters against the voice being provided at the time of the call initiation. Instead of the
conventional approach of comparing the inmate voice against a previously recorded sample of
the inmate voice, it utilizes its imposter detection system to see if an imposter is trying to make
the call and alerts the facility of which inmate imposter is trying to defeat the system.
Voice-Biometrics Enhanced Link Analysis
The Investigator Pro's QuickFind tool results take into account all the intelligence the system
has acquired and returns it in easy to understand statements. Each statement represents types
of calls the inmate has made or information that associates that inmate with other inmates and
their outside called parties.
Categories of calls the Investigator can quickly search on are:
•
•
•
•
Completed calls made by that inmate PIN
Any calls where a 3 way call has been detected (a means to hide contact with an unknown
called party)
Calls when the inmate used another inmate PIN (an attempt to hide the inmate identity)
Calls made where other inmates have used this inmate's PIN (an attempt to hide their
identity)
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CenturyUnk: Page 42 of 125
Solicitation #COR61453 · Inmate Telephone System & Service
-
1-~
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.... ,..........
......
,.... ! . . . . . ....
~
ID C·l!E 1~
_ _.,
111 C·2E 10.
II
West Virginia Division of Corrections
Submitted: July 16, 2014
Other Investigator System Reports
The Investigator Pro features a number of different system reports that assists the facility
investigator in focusing the attention on the most valuable calls to investigate. For investigators,
the reports include: enrollment reports, pre-call imposter reports, high-value target calls for
review, high-interest-group activity, and a variety of other reports that show frequent abusers of
accounts, accounts being abused, and involved called parties. For leadership, the Investigator
includes Management Reports to track product usage, ensure user accountability, and provide
instant access to any case or inmate-sensitive call activity.
For brevity, a small sample of these reports and search screens are provided below.
Investigators are able to quickly search for all calls with suspected of PIN abuse, by calls
using a specific inmate's voice, or any other number of search criteria.
,,...,.!My-C-.
Ttte suaprc1ouaca11 Finder"'
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A sampling of the structure of High Interest Groups (HIGs) in the Investigator Pro system
Centurylink: Page 43of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
:71 "l!fo • • - o.,.,. lnlroduelio• ttf Contrmband
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Automatic reporting on High Target Calls for Review:
.... _
-
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....,.......,,,..
te:9 !S911 . . . . . M:a1:.';a lltttarit ................
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CenturyLink: Page 44 of 125
Sollcttation #COR61453 - Inmate Telephone System & Service
--~
.
•
.
-
.
.
.
West Virginia Division of Corrections
Submitted: July 16, 2014
The Investigator Pro is fully integrated into the Enforcer platform~ facility personnel will not have
to log into another system to access the functionality and features.
#3 - Inmate-to-Inmate Communications Event Reporting ("ICER")
Centurylink is pleased to offer the State ICERTM - Inmate Inter-Communication Evaluation and
Reporting system. We are partnering with JLG Technologies, a leading voice biometric analysis
technology company. After developing its Investigator Pro voice identification and crime
investigation system now in place in 176 correctional facilities throughout the country, JLG
furthered its research as a result of requests from corrections investigators to develop an
automated way of identifying inmates who are illegally communicating with other inmates using
the inmate telephone system. The result of this research and development effort is ICER.
The Threat
Inmates have been, and continue to cc>mmunicate with each other over the telephone systems
that have been provided for their controlled contact with the outside world.
Until now, ITIC (short for Inmate-to-inmate phone communications) has essentially gone
undetected because there was neither practical technology nor uniform networking capability to
identify such communications. Following are highlights of the ITIC threat:
•
Through a variety of methods, inmates are circumventing the inmate phone system at a
particular facility to communicate with another inmate whether the other inmate is in a
neighboring POD or in a facility in a different state and using a different inmate phone
system.
Inmates exploit conference bridges, services such as Skype, Google Voice and other
kinds of modern telecommunications technology. In addition, they rely on called parties
to bridge the calls, place three-way calls, or even put two speaker-phones in proximity to
one another, so that inmates can talk to other inmates
•
Until recently, ITIC incidents were only found when accidentally stumbled upon by
correctional staff and Incidents are now known to occur with much wider frequency than
previously known. ICER has already identified more than 1,000 of these events.
•
These ITIC communications have involved criminal activities including coordinating
gang-related murders, drug trafficking, racketeering, as well as inmate disturbances at
multiple correctional facilities around the country.
_ Technology, Cooperation Between Inmate Telephone System providers, and
Participating Nation-Wide Co"ectlons Administrations are Joining to Reduce the Threat
CenturyLlnk: Page 45 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia DMsion of Correcllons
Submitted: July 16, 2014
Every day we learn from the news about instances of major crimes being solved because of the
increasingly cooperative efforts of state and federal agencies that are now beginning to share
case-critical data around the US and the world.
In the world of inmate phone calls, we are offering a new technology based on voice biometric
analytics and a dedicated cooperative network provided through a consortium of inmate
telephone system providers* and JLG Technologies.
This combined effort will enable all participating corrections administrations throughout the
country to receive specific and detailed information on a call-by-call basis when their inmates
are using their phone systems to talk to each other - whether the calls are connected between
different inmate telephone systems, between PODs in the same facility, or between inmates in
facilities from Florida to California.
The more agencies that take part in the ICER network and share ICER data, the more ITIC calls
that will get caught in the net and be reported.
*Inmate Telephone System providers who have joined the ICER Consortium to date includes
Securus Technologies and Centurylink. As of 3.25.14, PayTel Communications, ICSolutions,
and GTL (Global Tel*Link) have signed letters of intent to join.
How ICER Works
ICER uses advanced voice analysis technology to generate a ucall signature" - a
representation of the call that does not involve any of the original audio - for each completed
inmate telephone call.
Call signatures are then automatically encrypted and transmitted to the central data center at
JLG Technologies headquarters in Framingham, MA for analysis. Because none of the original
audio is used in a call signature, the ICER system is in full compliance with state laws regarding
the transmission of call recordings.
Under normal operations, call signatures are created, transmitted, and received al the data
center within seconds of each completed call. Upon arrival, the call signature is immediately
analyzed and checked against other call signatures.
If an ITIC event is detected, It Is logged in the ICER system database and investigators from the
participating corrections administration are automatically alerted via email to log into the ICER
system for the detailed report.
To protect certain elements of inmate data from being displayed to participating agencies, online consent by both parties must be gained before details of the full report are made available.
The ICER system doesn't require correctional facilities to transmit audio files and each agency
is always in complete control of the level of sensitivity of any data transferred.
CenturyLlnk: Page 46of125
Solicilation #COR61453- Inmate Telephone System & Service
West Vi'1ji nia Division of Corrections
Submitted: July 16, 2014
ICER Event Report
Event Identified On: Mar 11, 2014
10:14pm (EDT)
An lnmt!le lnter-Communlmtl011$fV«rthas beeneitteded lnwl\1ng en lnmaieat your fadllty. The
detllilsO'hilk:h fiJ!IUWllte!Gw.
WILLIAMS, 1.AURIE
,
Sll.ilTI-1, DAVID
Ruse Count;y ~tenlio.n Center Russ Co111ty0ftnti1m Center
24TR1
004199S7ti9
OPEN AREA tw.E - 25
OPfN: ARE.AMALE-27
4631857072
Var 11, 2fl14
1-0:1 j:! pm (EDT;
fbr11, 201-4
10:13JJm {EDT)
04-m :21s (;!61 sec}
Olm:3na (210 sec}
G1 m:22& (62uc}
The above is a sample report showing data which investigators in two participating agencies will
see once mutual viewing acceptance is granted. Until mutual viewing acceptance is granted,
investigators will only be able to see inmate call data for their own facility (either the right or left
sides of the report) plus limited data on the inmate from the other facility. Where Inmates are
calling each other within their own facility (not shown), all data for both inmates will be displayed
automatically.
While we view ICER as a significant contribution to detecting inmate Inter-facility
communication, participation of your administration and facility is voluntary and will be provided
at no cost to your facility. The cost of this technology is born by the consortium of Inmate
telephone providers and JLG Technologies. We would be pleased to discuss ICER further with
the Agency during contract discussions. We have included a copy of the user's license that
would grant permission to the Agency to participate in the nationwide ICER operations at the
end of Appendix 2 - Value Added Services. The only prerequisite is completion of the attached
JLG Technologies standard license form contained herein.
Centurylink: Pa9e 47of125
Sollcltation #COR61453- lnmate Telephone System & Service
West Virginia Division of CorrecUons
Submitted: July 16, 2014
Where is the ICER Network Currently Operating?
ICER is currently operational in these states: California, Florida, Kansas, Maryland, and New
Hampshire. Upon completion of the license agreement, the Agency's facilities will automatically
be added to the network.
ICER™- is a registered trademark of JLG Technologies
14. Must provide an integrated capability to monitor, record, store and retrieve inmate
phone conversations on a real time basis. Recordings must be stored online for the entire
contract term with the option to archive to removable/portable storage media. All
recorded phone conversations are the property of the Agency.
Because the Enforcer utilizes an Agency-dedicated storage array rather than a commercial
Storage Area Network (SAN}, recording retrieval, listening, CD burning, system downloading,
and other functions are immediately available in real time. This is an important differentiating
feature of Centurylink's system.
·;~~:~;}~~·:=-~t~~J:.··::~.::J<F!::::· ·~·;.~ ~~ru~1~:·,~~*?·l~:<t'=>;~i:.· . :~··.,:::·:/t;·J;t·
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core• architecture
uses., ..account-defined~:.~'-~
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.
..
• ..
• • ••
. •
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J"i.~~'):,
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~~ storage arrays rather than large commercial Storage Area )
., NetWorks (SANs) ... This ensures that the Agency recording's~
. are' riot "mixed m" With other state and county acc0unts, ·. i
···driving delays in retrlewl, doWnloading; and -burning/Saving:.:
"-~· '.~ ~ ·-~~~ ~:· ~~·~ :tf,t?:.f:<~ :~" . .':;/: ::.;~~ \~~'!:.-.;~·... ~·~·;;~!;~~~. '~ ~~~:.f: J~( . . ~~~:k~·~t{
; When oombined with oiir"over-provisioning of b~ndwidtti into .
':~?:~· the Central data center:;·data access is
~"'~t~:
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All inmate telephone stations will be connected to the Enforcer call processor and will have fully
integrated digital recording capability with the option to record every call with the exception of
privileged attorney calls or other types of calls as required by the facility.
The Enforcer offers Call recordings are digitally stored on an array of secure hard disks and will
be available to the facility for immediate access throughout the contract duration.
Authorized Agency personnel can monitor live calls in progress with a high level of audio quality
from any location, whether remote or on-site. The Enforcer is operated through an easy-tcruse
browser-based GUI (Graphical User Interface). Anyone with a password and log-in ID granted
by Agency administrators can access the system from any computer with an internet connection
as if they were opening a secure website.
Centuryllnk: Page 48 of 125
Solicitation #COR61453 - lrvnate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
The point-and-click user experience is familiar and intuitive for users regardless of their level of
technical expertise.
The Enforcer streams and copies recordings to system users through its monitoring and
playback functions. To maintain absolute integrity of recordings for admission in court, the
Enforcer allows only WORM (Write Once Read Many) storage. Access to or manipulation of the
source recording is never allowed.
The system has extensive search capabilities for staff. Call recordings can be retrieved based
several parameters, a few of which are listed below:
•
•
•
•
Inmate PIN/ID
Date Range
Called Number
Facility .
..•
•
•
Inmate Station
Living Unit (building, ceil block, etc.)
Call Completion Type
Call Bill Type
The Enforcer provides flexible and convenient remote access for investigators. This remote
access allows users to perform any of the features and functions of the Enforcer that are
available on-site, including debit entries, monitor live calls, listen to recorded calls, access
recordings, search system data and generate reports as though they were on-site. All system
functions can be performed by any approved user who presents the proper user ID and
password during login.
Call monitoring is fully integrated with System and is accessible through the Monitor Phones
tab, which then displays the "Display of Calls in Progress" screen. The authorized user selects a
0
station or trunk to monitor with a click of the mouse, and then clicks the .. Connect button. This
function is silent and undetectable by either the Inmate or called party. Multiple monitoring
sessions can occur at the same time without any impact to ongoing call processing or
recording. Users cannot monitor calls flagged as "do not record".
Authorized personnel can monitor any live call in progress with a high level of audio quality from
any location, whether remote or on-site.
Once the operator has gained access to this display with the proper password and privileges,
the monitoring operation can be activated. The operator simply clicks on a call in progress, or
telephone station port, and the system begins streaming the audio to the workstation and plays
through the workstation speakers or attached headset. The Display of Calls in Progress" screen
is shown below:
Centuryllnk: P8ge 49 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
!;11l•el.
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1-775-230-7042
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FOX, DARRYL
FULLER, RICK
DAWSON, JOE
I
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FRANKE. DAVID
CLARK. REGINALD
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Jun 14, 2011 8:59:18 AM GMT-05:00
Display of Calls in Progress Screen
The Monitor Phones function group lets you perform several actions on live (in-progress) calls,
recent calls, and the phone stations from which the calls are made. These include:
•
•
•
•
•
•
Customizing or limiting the calls/stations you are viewing
Monitoring a call in progress
Performing security-related tasks, such as cutting off a call in progress or disabling a
phone station
Taking a "snapshot" of the displayed information
Accessing more detailed information about a selected call
Adding comments for a call
Each line is color-coded and displays information about the call. The color codes indicate:
•
•
•
•
•
Black - Call in progress
Gray - Call in progress, but not being recorded (attorney call, for instance)
Blue - Phone station is currently inactive (most recent call displayed)
Light Blue - Phone station is currently inactive, and most recent call was not recorded
Red -Alert triggered (call in progress or most recent call triggered alert)
Staff can filter the type of call being displayed to narrow the range of calls displayed:
•
•
•
All Phones - Every phone in the facility, in use or not in use
Call only - Displays calls in progress
Alerts only- Call in progress, or most recent call made that has triggered an alert
CenturyUnk: Page 50 of 125
Solicitation #COR61453 - lrvnate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
•
•
All Active -All phones off-hook (calls in progress, or a phone handset off the hook, but
no call placed)
Visitation - Calls in progress or most recent calls made on visitation phones
Double-clicking on any call in the list will display additional call details, as shown below:
Sele~t .
Show
0.19118 · ; Loeel ttme
, PftlJact ;New Ham.iishifl'. oo~
S1111:
;~-e~jn ..
-AllAtm
Oravp: '.All Sle~Me
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__.JI,
01sable
I
'
--i
Enable
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..
Phana 1111rnber.
Time ~llil~•e:
r41:3S'"
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:t112ii
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_-__- _____________
__
__
Jun 18, 2011 8:49:53 AM GlllT·OS:OO
Display of Calls in Progress Screen
Along the right side of the screens are several buttons that allow staff to perform various
monitoring functions, including listening, disconnecting the call, or adding comments to the Call
Detail Record for a particular call:
CenturyLink: Page 51 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia DMsion of Corrections
Submitted: July 16, 2014
fcmcJion,
~~
Connect.
1i.~ .... J .J
-,
j
I•
Fr~m_j
I
.
li$iff
I
,
ttr;'!f'\~<f .1
~~~d
l~
Cut ctr
~
Flndion Is for ICS Tedlnical ~only; not curntnly used by ~~ORCER
client facilities.
Ftnt'iiolt ls for ICS Technjcal SUpportonly; not curren11y Ul«:I by EJllFORCER
dlent faclltiee .
or
Cidc thill button to tree:e the llllt displa)lllld call& (Cfreplays point-in-tine list a11d
"li'etlms• the cfynamic display of c:al al:t!Yiy).
Clidc thill bLltlon to monitm" the call . .After~ d~k tis button, YoVf delaul Call
P19)1er" apens on IOI> Of IM Monllxlr Phones window. Tile inmale and csiled party
are not nOOlled and a~ not aware ttlat ~u are.monlaing the cdl.
Click thil blltton
to edd o comment (noeJ to the Cell Dehli Record t:irfle call.
F... Clioil is for ICS Technical Support only; not airrenttf used by EH FORCER
client facifitieti_
If fraudulent activity or threatening behavior i& detecfed en the call, click this bu!tm
to cut of (dl1C011nect) the cat.
Clidl this bul!Dn to temporarfy dill8ble lie phone alaion. If 11 call ii curren~ ill
prOQress whCll1 you elck Oismto, t1c lr.111kl will bft" allownd to complctc Im cllll
boforc Ille station ill disabled. If y<M1 llWl':lnt: lo ctt ofl' hi call bQlbro i.f-bllno Ile
tltBtlon, i:li~k c11 cfi' bcfom you clck DIHble.
J\~ you click llist.ll1t.1, 1he tlta!i<Jfl Ml m111ai:1 in a 'llisablr.d' 11tar Lntil 1101.1 t!P.lec:.t
the tltaliDn, 1111d Ulen click Enable.
O;sat:if e
l:'ll~~;j;."
,
Clic:ti this bUllon
· -·
·•
Clicl thil bllltDn ID priit tM c:ummtliltllillw from your browser. To prevent ht
display rrom ~hanging, you should cli:ll rte ffHZe bUtton prior to pmtng the
screen. If you want to display a detailed recORI for a cal, di4* the cal infomui:ion
J~ 1C<ie"
,
Cllcll ttril bllt!Dn ID clolle Che Monitar Phonea window.
Pnnt.
;
·'
to re-enable tile pflone .atation.
line, and ltten dick the
'
--
~ icon to sllow Ille Can Del.ails window_
Monitor Phones - Call/Station Action Button Descriptions
Monitoring sessions occur in true real time with no delay in transmission of the audio, using
standard live audio streaming techniques. When a user selects a call in progress to begin
monitoring, the audio is streamed to that user live and in real-time. All audio is buffered so even
if a call is five minutes in when a user begins monitoring the call, the user may scroll back to any
point in the qall and listen to the audio using the Call Player scroll bar, as shown below:
csn:516177 100505 Feazelle, Corey Ray 1-410-920,.5558
C]iiie'" j
)
ll~r.14.0 fltCS
30mln
Ca11Tlme:13:15
pl~polnt
9:4B
Call Player Scroll Bar
Centuryllnk: Pege 52 of 125
Solicitation #COR61453 - lnmete Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Clicking on the "Map" tab will allow staff to view a geographical map of the continental United
States that shows a like between every call in progress, and the last call made from every active
station. Other map detail is also available, for example, by clicking on the end point of one of the
lines, the call detail is presented, as shown below:
·come_c,!::
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Une colQrs: ~dll:n 11111, plnkfor11aa i:atl , bkls 1ot dablt,cytn fbr debll ca111
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Map Display of Calls in Progress
The Enforcer provides an Alert feature to aid investigators in up-to-the-minute inmate telephone
activity. The ITS alerts can be placed on specific tnmate PINs or specific destination numbers to
indicate that the inmate or number is currently involved in a conversation. These alerts can be
delivered in the following ways:
•
•
•
Monitoring Alerts - The ITS can call an investigator on their telephone {or cell phone)
and once provided with an approved pass code can immediately patch the investigator
into a the ITS monitoring session for almost instantaneous access to inmate activity.
This capability is silent and undetectable by the Inmate and the called party.
Email/SMS Alerts - The ITS can send email or SMS message to an administrative
workstation or any public email address when an alert is triggered.
Paging Alerts - The ITS can issue numeric messages to paging services to alert an
investigator.
Centll')'Link: Page 53 of 125
Solldtallon #COR61453 - Inmate Telephone System &Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Furthermore, investigators can set the Enforcer to
automatically transfer calls to them for monitoring wherever
they may be by using CenturyUnk's "Find Me, Follow Me"
service. "Find Me, Follow Me" allows call alerts to phone
multiple investigator telephone numbers (such as an office
number, cell number, and home number}, trying each
number in succession until the investigator answers and
enters the correct access code; this feature dramatically
increases the probability than an investigator will be located
and can monitor a call of interest while it is still in progress.
B•t-in..ctau.SotuljOn:
.Ftnd u..·FOtlow Me ..
This f~ti:ire enables a
sirigle alert to try rnor&r
. than one.number t() .
contact
..
.. . irivestlgat~
"°
Copying recordings is a very simple process using the Enforcer System graphical
interface. After a staff member has performed a call detail query, the recording can
be saved to a location on the work station, or burned to a CD or DVD by clicking
the Bum/Save button, as shown below:
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Call Detail Query Screen
After clicking Burn/Save, the CenturyLink IPS opens the Firecracker application window. The
Firecracker application streamlines and simplifies the process of burning and saving inmate call
recordings. Firecracker lets you perform the following tasks through a multi..pane GUI user
interface:
•
Burn recordings to DVDs, which provide much larger storage capacity
•
Download files in either mp3 or speex (.spx) format, and then move selected files to
different discs to perform multiple burns
•
Receive notification of any download errors, and then retry the files with errors
•
Save mp3 or speex files to your local computer
CenturyUnk: Page 54of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
o.~
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-user Notification Messages
- Downloaded Files
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- Retry or Skip Failed Downloads
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"Firecracker" Call Recording Copy Screen
15. Ml:l:st Should allow recording playback with the foJJowi:ng features:
a. Separate the inmate side of the conversation from the called party side of the
conversation in order to play on separate speakers for detai]ed analysis
b. Accelerate or decelerate the conversation, isolating the talk path of either party
c. Skip pauses in the conversation, isolating the talk path of either party
d. Easily enter notes to removable/portable storage media.
(Modified per Exhibit Al in Addend um 13, Q&A #6)
Read, agreed and will comply.
The Enforcer Enhanced Call Player meets all the desired specifications above, enabled by its
unique 4-channel path isolation. This path isolation means that all conversations are
managed stored with 4 distinct soundpaths: (1) the inmate's spoken word, (2) the called party's
spoken word, (3) the announcements the inmate hears, and (4) the announcements the called
party hears.
The first issue this eliminates is improper billing - while either announcement path (3 or 4) is
active, the call timer is automatically turned off.
The next issue this eliminates is garbled voice biometric or keyword identification - this is
because each sound path is isolated, eliminating issues with software misinterpreting
simultaneous sounds {e.g. when parties are talking at the same time).
Centuylink: Page 55 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Correction•
Submitted: July 16, 2014
Finally, it provides advanced listening features as desired by the State, including:
•
Separate the inmate side of the conversation from the called party
•
"Bookmarking" a time point in a call recording with a comment
•
Using bookmarks to define a start and stop point for a selected segment of a recording
for loop playback
•
Automatically saving bookmarks for future use when you or other users access the call
recording
•
Temporarily adding locally saved recordings to the playlist for playback (for comparison
purposes)
•
Slowing down or speeding up the playback of a recording
•
Skipping pauses in the conversation
•
Muting the playback of either party on the call
,_, Increase or Decrease playback speed
Visual wa11eform of audio
Mute Inmate or called party
Add Investigation Notes
Bookmark portions of the audio
Double click note to jump to specific audio
Add
multi le recordln s
Loop Pia back
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Enforcer's
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16. Must be capable of importing and presenting relevant inmate information as detennioed
by Agency, such as gang affiliation or victim information
Read, agreed and will comply.
Centixylink: Page 56of125
Sollcltatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Centurylink's database offers the ability to list gang affiliation within each inmate account. Even
more important, the Enforcer's investigative suite provides investigations personnel with
additional tools to make linkages and flag suspicious activity- gang or otherwise - prior to an
incident occurring. This investigative suite includes visual link analysis, call pattern analysis, the
investigator listening queue, and optional keyword search software.
Gang Affiliation designations within the Enforcer
The Inmate Profile tab is configurable to display any information desired to be provided by the
Agency, for example, housing information, gang affiliation, classification, or other information
housed in the Offender Management System. This provides Agency personnel with a one-stopshop in investigating incidents and defining related inmates.
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Inmate Profile Screen
The following shows the Gang Calling Analysis function which shows additional members of the
same gang and compares calling activity and provides detail of multiple offenders calling the
same number and their gang affiliations:
Centurylink: Page 57 of 125
Solldtallon #COR61453 - l1"111ate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Ching C.lllng Analyall
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Gang Analysis Screen
Additional Enforcer Investigative Features
Visual Link Analysis
Data Detective Link Analysis provides powerful data mining tools for investigators. Using Link
Analysis, Agency staff will be able to search varying degrees of separation in order to establish
links from inmate to inmate or end user to end user. Links are established when an end user
(outside the facility) interacts with one or more inmates through The Enforcer system, or when
multiple end users interact with the same inmate{s). These linked "interactions" can include:
•
•
•
Inmate phone calls
Access Corrections I Keefe Deposit services
E-messaging services
CenturyLink: Page 58 of 125
Solicitation #COR61453 - lrmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Key features of Link Analysis include:
•
•
•
Facility staff can explore important data using a dynamic visual map.
The unique design of the visual map allows investigators to quickly find connections and
patterns.
Link Analysis is a web-based program. Authorized facility staff can use it from their own
desktop or laptop computer, in addition to using onsite workstations.
This tool will automatically be applied to all calling and payment information.
The Agency will have access to Link Analysis reports in real time 24 hours a day, 7 days a
week. These reports can be searched by date range and include all calling and transaction
information, including the called party (or depositor's) address.
Below is a sample link Analysis visual map. In this sample, an end user "Michael Miller~ has
received phone calls from multiple inmates. The visual map displays Michael Miller's name,
phone number, and total number of calls received, as well as all the inmates who called him.
The visual map also shows other call recipients who interacted with one or more of the same
inmates as Michael Miller. Again, all reports are available 2417, and reports can also be
exported to Excel or downloaded as a PDF .
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Centurylink: Page 59 of 125
Solicitation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Call Pattern Analysis
The Enforcer system will also be equipped with a robust analytical system that enables
correctional staff to quickly and easily identify calls of interest that are most likely to provide
actionable intelligence among the thousands of inmate conversations recorded each month.
Call Pattern Analysis works by analyzing the associations between inmates, called parties, and
even other inmates and - most importantly - by identifying changes in these associations or
calling patterns that could indicate illicit activity.
Calling patterns are naturally established as the result of Inmate and called party schedules and
preferences. For instance, an inmate is usually familiar with each called party's work schedule
and will avoid calling during certain times (such as weekdays, for example) when that person is
usually at work. To increase the likelihood of having their call answered, the inmate will naturally
make a habit of calling in the evening or over the weekend.
While legitimate changes in pattern do sometimes occur - such as when a change is made in
the called party's work schedule - disruptions to normal patterns can also be an indicator that
illicit activity is occurring.
For example, if a pattern of regular communication exists between a particular Inmate and a
called party, and then communication suddenly ceases altogether, the absence of calling could
indicate that the inmate has obtained the use of an illegal cell phone, on which he or she is
making these phone calls. If calling to this telephone number suddenly resumes on the regular
schedule, but it is a different inmate who is placing the calls, this could indicate that the .called
party is merely facilitating communications to the outside world and possibly assisting in the
completion of illegal communications.
Call Pattern Analysis identifies relationships and calling patterns among inmates, called parties.
and even other inmates. Call Pattern Analysis then detects subtle and dramatic changes in
these relationships and calling patterns to identify calls, inmates, and called numbers as
suspicious. Call Pattern Analysis will increase the productivity and efficiency of your
investigative staff by automatically identifying calls of interest that are most likely to provide
actionable intelligence.
Detailed queries can be structured - based upon timeframe, called number and\or inmate PIN to help investigators pinpoint calls of interest, such as:
•
•
•
•
•
•
•
Phone numbers called by multiple inmates
Phone numbers that appear on multiple inmates' PAN lists
Phone numbers that appear on an inmate's PAN list but are never called
Frequently called numbers
Sudden absence of an inmate's regular calling
Sudden absence of calling to a particular number
Changes in regular calling times/days
Centuryllnk: Page 60 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
•
•
•
•
•
Increase in inmate calling over a finite period
Decrease In inmate calling over a finite period
Increase In calling to a particular BTN over a finite period
Decrease in calling to a particular BTN over a finite period
Transfer of communication patterns from one inmate PIN to another inmate PIN
Investigators can use this information to isolate call recordings of interest. Or, they can use the
ITS' custom reporting tools to create detailed reports containing particular data of interest - for
example:
•
•
•
A list of all numbers called by more than one inmate within a specified tlmeframe;
A list of all calls attempted by a particular inmate during a designated timeframe
A list of all telephone stations used to dial a particular telephone number.
The ITS's flexible reporting application allows investigators to create custom queries based
upon any combination of the data that is collected for each and every phone call, and to save
these custom queries locally or globally in order to quickly run the reports again over future
timeframes.
Listening Queue
Once calls are identified as suspicious and needing further review, the Enforcer's Listen Queue
tool helps Investigations manage case activities. Depending on the Department's rules,
authorized listeners can choose calls randomly or be 'forced' to listen to identified calls in order,
then include notes and follow-up. All functions ara tracked for management review.
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Listen Queue Screen
Listening productivity is also enhanced by the Enforcer's Enhanced Call Player, which allows
users to isolate portions of the call, skip, or speed up playback (note human speech can be
CenturyUnk: Page 61 of 125
Solicitation #COR61453 • Inmate Telephone System & Servloe
West Virginia Division of Corrections
Submitted: July 16, 2014
sped up approximately 130% without loss of understanding). In this way a 15 minute phone call
can be reviewed and notated in as little as 3 or 4 minutes.
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Keyword search (OptionaQ: Word Detective powered by Nexldia
With our Word Detective keyword search tool, powered by Nexidia, investigators can quickly
scan thousands of call recordings to locate words or phrases of interest. Word Detective
searches for the sounds that make up words, and therefore it is highly accurate, even in a
conversation with simultaneous speakers, dialects, and background noise - all typical
conditions in a corrections environment.
Keyword Search - Expanded Capabilities
Word Detective can search recorded conversations not for specific words, but also for
"associated words," i.e., synonyms, related terms, and related slang. To enable this
functionality, a generic "Association Table" has been built that contains common search terms
and their associated words or phrases. This was developed using information, including slang
terms known to be used in correctional facilities, that is readily available in the public domain.
With this feature in place, investigators can run a search for a specific word, and Word Detective
will return results that contain that word or any associated tenns. For example, a search for the
word "attorney" would find conversations that contain the word "attorney" or the word "lawyer."
Investigators can customize and expand upon the generic Association Table by adding new
slang and terms that are specific to the Agency's inmate population. Custom terms can be
entered into a common database table or each user can create their own custom tables
containing a personal list of word associations.
Centuryllnk: Page 62of125
Sollcltation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
In addition to the functionality above, Word Detective users will also be able to run advanced
searches for more than one specific word using "and I or" statements. For example, a search for
"drugs and sell" would return results in which both words appear in the same sentence.
The features of Word Detective are very intuitive; staff will easily and quickly become proficient
in its use.
After the user enters desired criteria and clicks the Search button, Word Detective returns
search results in the format shown below. In this example, the words amy brother" were
specified as well as a limit on the number of displayed results (4):
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Word Detective Screen
The ENFORCER assigns a numerical score to each call recording that is detected to contain
the specified text string. This score is displayed in the Score column to indicate the probability
percentage that an exact match of the text string was found. Search results are displayed in
Score order, from highest to lowest.
All key word search alerts - whether Word Detective or any other commercially available
product - must direct investigators to the call recording rather than to a live call In progress. This
is because the key word or phrase must have already been spoken in order for the alert to be
triggered, and therefore it is impossible to hear the key word or phrase as it is being spoken on
a live call; instead, its occurrence is pinpointed by the word search product, and investigators
are alerted to its location for retrieval in the call recording.
Word Detective automatically, without Agency staff intervention, performs instant phonetic
indexing of every recorded conversation upon completion of the call recording. This process
occurs only once, indexing every single word and sound spoken during every conversation. This
phonetic indexing makes it possible to locate any word or phrase in the designated language, so
indexing never needs to be repeated. Upon indexing, Word Detective can notify staff of every
conversation that contains any key words or phrases of interest, which were spoken during the
recording of the inmate call. This feature is commercially available and in use today.
Word Detective relies upon a unique phonetic indexing engine that is powered by Nexidia. It is
CenturyUnl<: Page 63 of 125
Sollcllatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
the only product of its kind, which automatically indexes all of the sounds that make up words. It
offers investigators the benefit of being alerted to the presence of any word on any call, without
ever having to re-index calls in search of new words. By comparison, all other voice recognition
I transcription techniques are dependent upon a library I vocabulary being established prior to a
call. If a new word or phrase of interest is identified, the software's vocabulary must be updated
and call recordings re-indexed in order to locate the new word or phrase.
Word Detective's alert will direct investigators to the exact moment in the call recording in which
the key word or phrase was used. Word Detective can be configured to start playback of the
recording any number of seconds before the key word, in order for investigators to hear the
context in which the key word was spoken .
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17. Must be capable of providing verified Billing. Name, and Address (BNA) for all Collect
and Prepaid Collect numbers.
Read, agreed and will comply.
Centurylink ensures that BNA information is available using the following steps:
•
Prepaid Account setup with verified BNA - no anonymous account setups
•
ID required with Western Union. verifying identification at point of sale
In addition:
Centurylink: Page 64 of 125
SoUcllatlon #COR61453 - Inmate Telephone System & Service
West Vlrglllla Division of Correction&
Submitted: July 16, 2014
•
IP addresses are tracked for online funding
•
All BNA information is available by simply dragging over the called telephone number
anywhere in the Enforcer GUI (please see response to #18 below).As a carrier,
Centurylink subscribes ta additional databases, including DOTS Geophone, Local
Exchange Routing Guide (LERG), and enhanced Line Identifier Data Bases (LIDB).
Additional Reverse Lookup Capabilities. Through our Program Manager, CenturyLink offers
additional assistance to the Agency's investigators. This assistance includes:
•
Running standard reports to identify suspicious activity over the ITS.
•
Regular refresher training for investigators
•
Additional database access. provided through our exclusive access to the Local
Exchange Routing Guide (LERG) database. This database provides carrier information,
as well as alternate contact information for subpoena requests, for numbers that may not
be entered into the ITS but may materialize in the course of an investigation.
As a division of a nationwide local Exchange Carrier (LEC), Centurylink also has unique
access to carriers and reverse lookup databases, and continues to offer assistance whenever
needed to the Department's investigative staff. These unique relationships are augmented by
our on-site personnel, plus our "closed loop" prepaid account setup process, which verifies
Biiiing Name and Address information for all called parties upon account setup, and makes this
information available to authorized users anywhere in the Enforcer.
Additional database access can be provided through our exclusive access to the Local
Exchange Routing Gulde (LERG) database. This database provides carrier information, as well
as alternate contact information for subpoena requests, for numbers that may not be entered
into the ITS but may materialize in the course of an investigation.
Cent\Jryllnk: Page 65 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of CorTectfons
Submitted: July 16. 2014
INMATE PHONE SYSTEM
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... 1~-i.o:•
-I' Centurvllnk subscribes to additional databases,
lnd"ding DOTS Geophone, LERG, enhanced UDB
-1' Unique carrier relationships: recently unlocked
SIM card in murder c.old case.
18. Initial Prepaid Collect account setup for called parties must occur by Internet or live
agent, and include collection of BNA infonnation that is verified against secondary data
such as credit card information or photo identification. No calls shall be completed
without first obtaining verified BNA. BNA for an individual number shall be available
by simply dragging over or clicking on the number displayed in the inmate telephone
system Graphic User Interface. Vendor must describe their prepaid process in detail at
their oral presentation.
Read, agreed and will comply.
The account setup process for prepaid collect - which typically accounts for about 70 percent of
calling - is an often overlooked requirement.
Centurylink's Prepaid Collect account setup process provides a "high customer touch"
experience that not only provides better customer service to family members, but also collects
verified BNA information for use by investigators.
CenturyLink: Page 66 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
submitted: July 16, 2014
·hmedlate Transfer to uv.e AJaiit
. . .nt Set-up In ...
.·I.
ST.•-"! .....
.. J
"""----.,._------~~- • Nooollect-tixell
• No automated system
• Verified name and address
always collected
(B) Tradjtjona!
• Real person =more
account set-ups +fewer
complaints
~
(automatlcmmpletianl
•
All prepaid collect accounts - whether established on the phone or online - must provide
name and address information, followed by verification with the payment card provider prior to being established.
o Anonymous prepaid cards are NOT allowed
•
Even cash-only customers paying through Western Union must provide verified photo
identification prior to funding the account.
,,.
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•
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CenturyLink's unique 11closed loop• prepaid collect a~unt ~
·--._process not only drives
connected calls', it
.£~:;.;~~l
. provides wrified data fa·r-iise by Agency investigator&.\~;
'more
:L -·~. ~~~l~~~::~··~· ;'~::~-~¢~~~~·
als0
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To our knowledge no.other vendor proVides this combination ~
,·of se~lce .AND secutltY- part of. Its custoniet care proeess:··~
.
- ,l _
'".J:~;;i~j;).~;fi:~
a's
~,w~ ~-.J~~i~~;· .~l~~·~ ··.')L,, :,'.~?j·.v~~t.
•
All BNA information ls available by simply dragging over number anywhere In the
Enforcer user screens.
•
This information can be combined with electronic trust funding (e.g. Access Corrections)
information for integrated intelligence
The following illustrates our Reverse Lookup Screen:
Centuryllnk: Page fi7 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Olvision of Corrections
Submitted: July 16, 2014
.,
__ ........
·-··...-...
•••
I
•
'
' -.- ..• llil1
~·
......
. -· -•~~-- u
•·-:-..•-"
Reverse lookup Example
This unique account setup process is important for all aspects of Agency operations - not just
security as discussed above, but also operations, fiscal, and management:
./ Called party education - live representatives guide called parties through account setup,
as well as account refund requests from the previous provider, avoiding complaint cal s to
Central Office .
./ Contract Compliance - by routing Agency calls to care centers as they occur, we are
always able to match that customer to the Agency and apply specific billing fees mandated
by the contract
"
More Connections - clearly a main goal of the Agency given its focus on low calling rates,
Centurylink's account setup program ensures that calls are never blocked due to the lack
of a billing arrangement.
CenluryLink: Page 68 of 125
Solldtatlon #COR61453 · Inmate Telephone Syst«n & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
?""'\ Security
I
-l, ./
~
VERIFIED name and address
n ·~i-.. Educates called parties
- ll
ii
.-.!t-9--
./ Centurylink account setups are
NEVER ANONYMOUS
Contract compliance
./ ALWAYS able to match
customer to WV DOC, so
./ LIVE REPRESENTATIVES guide
new callers through process
./ <90 secs average speed of
answer
More Connections
.t' Faster setup + less blocking =
more completed calls +
billing fees are correctly
applied
ti' More connections =fewer
complaints
19. System must track IP addresses or other relevant identifiers for accounts funded onlinc
for use by investigative staff.
Read, agreed and will comply.
IP addresses are tracked for all online funding.
Investigators can set alerts on inmates of interest and/or telephone numbers of interest. When a
Debit or Prepaid account is funded that is associated with an inmate or telephone number of
interest, the designated investigators are immediately alerted via email. Email alerts contain
information such as Inmate ID and Name (for a Debit account), names and addresses of
account holder and account funder (for a Prepaid account), funding amount, and funding source
(credit card, Western Union, cashier's check, or money order). If a credit card was used, the
alert will also report the first and last four digits of the credit card number. IP addresses are
tracked for onllne funding.
20. Must provide the ability to place alerts on specific inmate PIN or destination number as
determined by Agency. This function shall, 1) automatically call designated number(s)
or otheiwise ale1t Agency staff, according to preference, when a call is being placed; 2)
offer live monitoring of alerted calls in progress; and 3) include a "find and follow"
feature so succes&ive staff numbers are called.
Read, agreed and will comply.
The Enforcer provides an Alert feature to aid investigators in up-to-the-minute inmate telephone
activity. The Enforcer alerts can be placed on specific Inmate PINs or specific destination
numbers to indicate that the inmate or number is currently involved in a conversation. These
CenturyUnk: Page 69of125
Solicitation #COR61453 - Inmate Telephone System & service
West Vlrglnla Division of Corrections
Submitted: July 16, 2014
alerts can be delivered in the following ways:
•
Monitoring Alerts - The Enforcer can call an investigator on his or her telephone (or cell
phone) and once provided with an approved pass code can immediately patch the
investigator into the Enforcer monitoring session for almost instantaneous access to
inmate activity. This capability is silent and undetectable by the inmate and the called
party.
•
Email/SMS Alerts - The Enforcer can send email or SMS message to an administrative
workstation or any public email address when an alert is triggered .
•
Paging Alerts - The Enforcer can issue numeric messages to paging services to alert
an investigator.
•
"Find Me, Follow Me" - allows call alerts to phone
multiple investigator telephone numbers (such as an
office number, cell number, and home number), trying
.-:- .---:':'.--;
,..
·.·
each number in succession until the investigator
answers and enters the correct access code; this
feature dramatically increases the probability than an
investigator will be located and can monitor a call of
interest while it is still in progress.
--
.
~·
- .. ...
--···-- .
-- ~
" · ....
'EAat>les. a.single. ater{·to tty ... ...
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Inmate Screen with Alerts Set
Email alerts contain information such as Inmate ID and Name {for a Debit account}, names and
addresses of account holder and account funder (for a Prepaid account), funding amount, and
funding source (credit card, Western Union, cashier's check, or money order). If a credit card
was used, the alert wlll also report the first and last four digits of the credit card number. IP
addresses are tracked for online funding.
CenturyLink: Page 70of125
Solicitation #COR61453 - lrvnate Telephone System & Service
West Virginia DMslon of Corrections
Submitted: July 16, 2014
\
Global Number Edit
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21. Must provide the ability to have an individual Personal Allowed Number (PAN) list
associated with each inmate.
Read, agreed and will comply.
The Enforcer can be configured to require PAN lists .
..: . :;:~ · 'Vt.,~~
+ RECoMMENDEO BEST PRACTICE•:• \ ',\
. . .. ... ··r· _.::ta}R
'\~ . Jt~~:~:- -~~&~~~·- ;,,. ..'fi,{~'r>:i$;·~];t.;:f :J~
~1/
• :}: We recognize.some sites may use·PANs and others.
fL,;;t;,~:;· ·may not ~5~~:.>~ ; ~. ::: ·: ·:.:.:.~;!~tLA~¥r~~~.~:{.~t·:.t:;?_,::-.~~;~:;.;ti
• ., · Centurylink is easily able to configure phones by site .
) .t:·~.;..;( and ·define a "class·of serviee", including PAN/no " .;:.;,,.
-%~~tf~;:· - ~~· PAN designations / .. ·.~ ._;:·r~k~. .~r·.·~~ :;.tt: · r.::::'.'./'::::~~r)1~
<i:.l~}~. We are also able to restrict PIN 1:1se by.site - which ·;t. .
,~~~~t'.:·. reduces PIN theft and disable~ use ~f PINs/PANs -;~)'~
'"i.~·.: across facilities with differe.nt s.ecunty leyels or:./ii~;~;
~ i;_,~,~:~~:~~.~~:' ~~~.~:·:~::~:.~~:::.~:;:~::~~~~~;i~;r~~~i~r~::~·~r-:,:~?~i~(-: ~
Centurylink: Page 71of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Each time the Agency activates the PAN feature for an inmate, the maximum number of PANs
to allow can be selected. If the field is left blank, the default value is 20, but there is no practical
limit to the number of PANs that may be assigned.
Liit ~
Fir.: Nsnt
Midi!» Nam•
=~~~~.-~.-~ -~-·.j~~~-~-·~-~~_jl___ ~----- -
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~
Sl1!ion G!9\!o•
™1
Inmate Profile Screen
An inmate's PAN list can be accessed by clicking on the "PAN" quick link at the bottom of the
Inmate Profile screen. As shown below, the user can then view the existing PANs for a
number, add or delete PANs, block or unblock a number, and also view an inmate's calling
history for PAN numbers.
I
a.u
I
lllMil
1
lllldl
1 lllll!!l
1
lill
PAN Screens
CenturyLlnk: Page 72of125
Sollcltation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
In addition, the Enforcer offers several tools to query and report PAN information. These
include:
•
•
•
•
•
•
Display all PAN records for an inmate account.
Display all Inmate ID's having access to a specific PAN.
Display all free or no-charge PAN records
Display all PAN records having administration blocks
Display all PAN records having telephone company blocks
Print reports for the above queries
Additionally, a PAN list can be used as an inmate-specific override to a phone number that has
been blocked globally {i.e., for all other inmates).
PAN lists can be created in one of three ways:
•
By letting an inmate call whoever they want to call. This occurs only if the Inmate
PAN feature has been set up in self-learning mode by the facility Administrator. Based
on a predefined maximum number of phone numbers, each call completed by an inmate
automatically adds the called party number to the Inmate PAN List. As long as the
inmate is set up to pay for each call using a debit payment or is calling a number that
can accept collect or prepaid collect calls, the inmate can call the called party number
without restriction. By default, the inmate is able to add 20 numbers to a PAN list,
however, the number of numbers can be set to any value on a per-inmate level.
•
By staff at the facility, who accesses the PAN List under the Inmate Profile to add
approved numbers (or to block a specific number). This method requires a higher
administrative workload by the Agecy to manually build and add numbers to the inmate
PAN lists. However, some facilities require administrative approval of all called party
numbers before they are added to an Inmate PAN list.
•
By employing the Inmate PAN Registration feature, which can be used by an inmate
to request the registration {and addition) of a called party number to their PAN list. The
inmate makes this request by placing a call to the System and following a series of
prompts to enter the desired number on the phone keypad. Next, an authorized user at
the correctional facility reviews a "request lisr (shown below), and then either approves
or rejects each called party number that is requested by an inmate for addition to their
PAN list.
Staff can search for all "Pendingn PAN approvals and individually approve or reject the entry, as
shown below:
Centurylink: Page 73 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
~n'I
1 l1?.-565 !lH7l;
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03!13/701~)'r.ndit~ ,W.w'11 O:i.•lll.171112 [~~:JIM1j _Ml~~-~~~~~- '~~~~~ __ [
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jAddj l:l?.!111i!I HANNAH BOOKER .\ Af.•f'Mll'
'1. ?1!".irJa1 (0 om1112ti12 ...~ndin~ ~'I~~ 'ti:1:~·017~~2 ..·, .. !Addi ;R16203 llAHHON WlllJAM;;· ·1
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.:
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PAN Approval Request Screen
•!•RECOMMENDED BEST PRACTICE•:•
The Enforcer ITS is able to be used as a data input device for most any
purpose, including entry of PANs and attorney numbers to reduce paper and
provide audit trails.
Centurylink already performs automated PAN entry and attorney
entry/verification at the Alabama and Nevada Departments of Corrections.
22. TDDITYY calls must be monitored using integrated functionality. The TDD!fYY
monitoring shall be explained during vendor oral presentation.
Read, agreed and will comply.
Call control for hearing-impaired inmates will be provided through the CenturyLink Enforcer
System. The System provides the ability to place outgoing telephone calls utilizing an Ultratec
Superprint 4425 TDD device integrated with the Enforcer, which means all call control features
are maintained-including live monitoring of the text.
The Centurylink Enforcer records and converts each TDD call to text The text is then
inserted Into a Note and attached to the call recording. Recordings can be accessed from
the Call Detail Screen, and attached Notes can be printed locally or remotely.
The technology that will be provided will eliminate the need for a staff member from having to
initiate the call process. Also, it means that inmates will not gravitate to TDDs in order to try to
defeat the Enforcer security features. The inmate calling process is initiated when the inmate
types the information into the TDD device that will dial out through the Enforcer to the
Telecommunicatlon Relay Center.
Call progress tells the inmate if the phone their calling is ringing or busy via an LCD display.
Convenient arrow keys make it easy to review information saved in memory. The TID
Announcer lets hearing people know the inmate is on the line.
CenturyLlnk: Page 74of125
Sollcltation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
The User~programmable Relay Voice Announcer tells hearing callers to use a TDD or use relay,
and gives the phone number for the inmate's relay service. Auto ID notifies called parties that
the inmate caller is using a TTD.
23. Must ensure positive call acceptance by the called party prior to incurring charges,
inclucling both touch tone and rotary telephones. Voice recognition or passive
acceptances are not acceptable methods of acceptance of call.
Read, agreed and will comply.
The Enforcer supports both DTMF and pulse-based call acceptance responses. When the
called party is instructed to accept or reject the call, the system "listens" for either the
appropriate DTMF or the correct count of rotary-dial pulses.
The system does NOT allow "passive acceptance" (allowing a call to complete by
'assuming' a certain period of silence constitutes call acceptance) under any
circumstances.
24. Must allow the called party to block their telephone number during the call.
Read, agreed and will comply. During the call setup voice prompts, the called party is given
the option to set a future block status on calls (block inmate only, or block all calls from the
correctional facility).
25. Shall provide unlimite.d, secure, remote access capability from any PC/laptop with high
speed internet connectivity. Remote access shall enable, at a minimum. ability to view
call records, generate reports, monitor live conversations, and search/retrieve/play
recorded calls. Remote access shalJ not impair system functionality or perfonnance in
any manner.
Read, agreed and will comply.
Any System function can e perlormed by remote access over high speed Internet without any
degradation.
If desired, Centurylink can restrict access by IP address by allowing only certain IP addresses
to install a VPN client. If the VPN client is not installed on the system with a particular IP
address, the user cannot log in to the system.
Enforcer data sent to application users will be encrypted using SSL standards. The network
over which data travels is itself also encrypted.
26. Must provide the Agency's System Administrator with the capability to grant or modify
Centurylink: Page 75 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
authorized end users tiered and customizable access and control levels to the inmate
telephone system Graphic User Interface
Read, agreed and wiH comply.
The Enforcer controls access to call record data, call recordings, call monitoring, reporting and
all other system features by requiring a unique usemame and log-in password to initiate a
session. Each usemame is linked to a customized set of privileges established by
administrators when they granted that user access.
These privileges range from being able to create or modify inmate data to being able to display
reports, playback recordings, etc. These privileges can also define access by site or multiplesites.
A standard set (or several sets) of privileges can be created for booking officers, investigators
and administrators prior to installation to speed up enrollment of all Agency users, but Agency
staff with 11Administrator" access will always be able to alter or revise the privileges
allowed to any user, can revoke access, or can require a user to select a new password at any
time through the easy-to-use browser-based GUI (Graphical User Interface}.
·.1,,i ~j\'J~~
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Account Settings-Assign/Revise User Function Privileges
Centurylink: Page 76of125
SoHcltatlon #COR61453 - Inmate Telephone System & Servioe
West Virginia Division of Corrections
Submitted: July 16, 2014
Adding a new role In the
Role Dednldons table Wiii
create a new col1.11m in the
Role I Access matrix.
Role Settings - Customize Role/Function Privileges
27. Must be able to restrict PIN by housing unit in order to reduce PIN fraud.
Read, agreed and will comply.
Location-based PIN restrictions have been implemented at the Alabama and Nevada
Department of Corrections. We have found it to be a very efficient and cost-effective way to
reduce PIN fraud, and we Invite the Agency to contact either Department to discuss how this
feature has worked in practice.
28. Shall have the capability to establish unlimited 11 infonnant lines". Calls to informant
lines shall be provided at no cost to the inmate or to the Agency. Must be able to
complete calls to a voke mailbox resident on the inmate telephone system, a voice
mailbox resident on the Agency's network, or a live person. Calls must be completed
with or without a positive acceptance by the called party.
Centurylink: Page 77 of 125
Solicitation #COR61453 - Inmate Telephone System & Servloe
West Virginia Division of Corrections
Submitted: July 16, 2014
Read, agreed and will comply.
All of these requirements are easily met by the system. To set up an informant line, Agency
personnel would use the Global Number feature. The "Category" field is set "Snitch", as shown
below:
~,~~
~,._~
.
Centuryl1nk·
INMATE PHONE SlS7FM
-11'-""""''"''
Global Number Edit
Not found. Enter data to create new number.
•:·,~~·
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INMATE_..,.___..
PHONE SYSTEM
lb~"
Oemo
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Main Menu-Select Phone Disable
Centurylink: Page 78of125
Solldtation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
29. Shall have the ability 10 be shut down quickly and selectively using cut-off switches or
remote software.
Vendor Response: Read, agreed and wiU comply.
The Enforcer is (fOnfigured to support cut-off of the inmate phone system by individual phone or
housing unit configurations in the event of a riot or lockdown, or any other incident that requires
emergency shutdown of the inmate telephone system. A single station, multiple stations or
individual calls may be quickly switched on/off through the workstation Call Status display.
Using the "Phone Disable" function of the System, staff can easily and rapidly shut down a
single phone, a single POD, or an entire facility. After selecting "Phone Disable' on the dropdown menu, a second "Phone Disable Menu" will be displayed. It is important to note that all
administrative changes made in the System occur instantaneously and in real time, so the time
required for this action depends only upon the speed of the operator
Emergency/T~
P110ne CIHblll.
Phone Disable Menu
On the Phone Disable Menu, select the individual phone, a group of phones, or the site
you wish to disconnect. Then select one of the three buttons at the top of the menu to
perform the following function:
•
•
•
Disable - Allows in-progress calls to complete. No new calls will be allowed from
the selected phone( s)
Enable - Allows calls to be made from the selected phones
Cutoff and Disable - Immediately cuts off all calls in progress and disables the
selected phone(s).
Mechanical cut-off switches can also be used as an alternative to
phone shut down vs . using the system workstation.
These manual overrides quickly turn the telephones on/off on
CenturyUnk: Page 79 of 125
SoHcltallon #COR61453 - Inmate Telephone System & Service
demand at a "hardware level" without requiring action by the Enforcer software. The
illustration to the right is an example of our typical cut-off switch, manufactured by
Telcom Marketing Group (Kill Switch Box model KS-6100).
5.38. The inmate telephone system shall have the ability to detect three-way calling attempts {call
forwarding or conferencing) after a call is accepted and established. Upon detection, these
calls shall be marked within the Call Detail Record and the imnate telephone system shall
have the ability to terminate the call irmnecliately. If a call is terminated the inmate
telephone system will play an automated message, with content detennined by Agency,
prior to terminating said call.
Vendor Response: Read, agreed and will comply.
The Enforcer System has recently undergone additional development to improve its three-way
calling detection capabilities. As a result Centurylink offers a multi-pronged approach to
combating this problem.
Approach #1: Call Sensing
The Enforcer automatically detects attempts by destination parties to connect, or forward, calls
to a third party. These detection features have highly configurable parameters for changing the
sensitivity to accommodate the requirements of each installation. When a three-way call attempt
is detected, the system can:
• Flag the call for investigation
• Flag the call for investigation, and play a warning message to the inmate and called
party
• Flag the call for investigation, play a notification to the inmate and called party, and
terminate the call
The Enforcer will be programmed to take whichever action the Agency prefers from the list
above. This action is also configurable by called number, for example, not taking action on
attorney calls (which may be transferred from a receptionist).
Centurylink highly recommends allowing the call to proceed, because valuable investigative
data can be found by reviewing calls that were flagged as three-way attempts.
When the system is configured to terminate a call upon detection of fraudulent use, such as
three-way call attempts, a voice prompt is played to both parties on the call upon "sensing" a
usage violation . This voice prompt typically informs the parties that fraudulent use has been
detected and disconnects the call.
The resulting call record is then flagged with this detection and termination for future query and
reporting purposes, as shown on the following screen:
Centuryllnk: Page BO of 125
Sollcita6on #COR61453 • Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
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CalJ Detail Screen - Report on Suspected 3-Way Calls
'
Detection of fraudulent use can be managed through sensing of call progress, DTMF tones from
either party on the call, and extended silence periods during the call. The success of this DTMF
or extended silence, detection is very reliable. However, it does not always indicate callforwarding or three-way call set up.
Many correctional facilities with full-channel recording have found that a Three-Way Call
Deterrent Policy is much more effective. Wrth such a policy, the deterrent to making three-way
calls is the inability for inmates to make future cans.
Unlike the old methodology, which only blocked or cut off the called party, the inmate was still
able to call back to the called party and try numerous ways to exploit the system until they
succeeded.
The sensitivity of detection settings is also configurable so that parameters can be set to
optimize performance.
Standard three-way activity reports from the System can facilitate investigations into suspected
three-way call attempts. The three-Way Attempts report lists all three-way call attempts
detected, along with all associated call detail information. The Top 25 three-Way Destination
Numbers shows the top 25 called numbers that triggered three-way call detection.
CenturyUnk: Page 81 of 125
Solicitation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Approaches #2 and 3 address the specific issue of inmates using the telephone system
for 3-way intercommunication - an obvious and major security issue.
Approach #2: Inmate Inter-Communications Evaluation & Reporting (ICER).
NOTE:
ICER was discussed previously in our response to 5.37.13, and the ICER features are repeated
here for the convenience of the reviewer
Centurylink is pleased to offer the Agency ICERTM - Inmate Inter-Communication Evaluation
and Reporting system. We are partnering with JLG Technologies, a leading voice biometric
analysis technology company.
After developing its Investigator Pro voice identification and crime investigation system now in
place in 176 correctional facilities throughout the country, JLG furthered its research as a result
of requests from corrections investigators to develop an automated way of identifying inmates
who are illegally communicating with other inmates using the inmate telephone system. The
result of this research and development effort is ICER.
The Threat
Inmates have been, and continue to communicate with each other over the telephone systems
that have been provided for their controlled contact with the outside world.
Until now, ITIC (short for Inmate-to-inmate phone communications} has essentially gone
undetected because there was neither practical technology nor uniform networking capability to
identify such communications. Following are highlights of the ITIC threat:
•
Through a variety of methods, inmates are circumventing the inmate phone system at a
particular facility to communicate with another inmate whether the other inmate is in a
neighboring POD or in a facility in a different state and using a different inmate phone
system.
Inmates exploit conference bridges, services such as Skype, Google Voice and other
kinds of modern telecommunications technology. In addition, they rely on called partfes
to bridge the calls, place three-way calls, or even put two speaker-phones in proximity to
one another, so that inmates can talk to other inmates
•
Until recently, ITIC incidents were only found when accidentally stumbled upon by
correctional staff and Incidents are now known to occur with much wider frequency than
previously known. ICER has already identified more than 1,000 of these events.
CenturyUnk: Page 82of125
Solicitation #COR61453 - Inmate Telephone System & S9f\lfce
West Virginia Division of Corrections
Submitted: July 16, 2014
•
These ITIC communications have involved criminal activities including coordinating
gang-related murders, drug trafficking, racketeering, as well as inmate disturbances at
multiple correctional facilities around the country.
Technology, Cooperation Between Inmate Telephone System providers, and
Participating Nation-Wide Co"ections Administrations are Joining to Reduce the Threat
Every day we learn from the news about instances of major crimes being solved because of the
increasingly cooperative efforts of state and federal agencies that are now beginning to share
case-critical data around the US and the world.
In the world of inmate phone calls, we are offering a new technology based on voice biometric
analytics and a dedicated cooperative network provided through a consortium of inmate
telephone system providers"' and JLG Technologies.
This combined effort will enable all participating corrections administrations throughout the
country to receive specific and detailed information on a call-by-call basis when their inmates
are using their phone systems to talk to each other - whether the calls are connected between
different inmate telephone systems, between PODs in the same facility, or between inmates in
facilities from Florida to California.
The more agencies that take part in the ICER network and share ICER data, the more ITIC calls
that will get caught in the net and be reported.
*Inmate Telephone System providers who have joined the ICER Consortium to date includes
Securus Technologies and Centurylink. As of 3.25.14, PayTel Communications, ICSolutions,
and GTL (Global Tel*Link) have signed letters of intent to join.
How ICER Works
ICER uses advanced voice analysis technology to generate a "call signature" - a
representation of the call that does not involve any of the original audio - for each completed
inmate telephone call.
Call signatures are then automatically encrypted and transmitted to the central data center at
JLG Technologies headquarters in Framingham, MA for analysis. Because none of the original
audio is used in a call signature, the ICER system is in full compliance with state laws regarding
the transmission of call recordings.
Under normal operations, call signatures are created, transmitted, and received at the data
center within seconds of each completed call. Upon arrival, the call signature is immediately
analyzed and checked against other call signatures. If an ITIC event Is detected, it is logged in
the ICER system database and investigators from the participating corrections administration
are automatically alerted via email to log into the ICER system for the detailed report.
CenturyUnk: Page 83of125
Solicitation #COR61453 - lrvnate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
To protect certain elements of inmate data from being displayed to participating agencies, online consent by both parties must be gained before details of the full report are made available.
The ICER system doesn't require correctional facilities to transmit audio files and each agency
is always in complete control of the level of sensitivity of any data transferred.
ICER Event Report
Event Identified On: Mar 11, 2014
10:14 pm (EDT)
An lnmmelnt.er-CommunieatlonsEventnas teendeleded inwlmg 111 ilmetellty1iurlldllly. "'11e
detals of \•Alien 1bR1IWI te1o..-.i:
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01 m:221 (.82 sec)
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10:13 i:tm ~OT.I
The above is a sample report showing data which investigators in two participating agencies will
see once mutual viewing acceptance is granted.
Until mutual viewing acceptance is granted, investigators will only be able to see inmate call
data for their own facility (either the right or left sides of the report) plus limited data on the
inmate from the other facility. Where inmates are calling each other within their own facility (not
shown), all data for both inmates will be displayed automatically.
While we view ICER as a significant contribution to detecting inmate inter-facility
communication, participation of your administration and facility is voluntary and will be provided
at no cost to your facility. The cost of this technology is bom by the consortium of Inmate
telephone providers and JLG Technologies. We would be pleased to discuss ICER further with
CenturyLink: Page 84 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Correc1ions
Submitted: July 16, 2014
the Agency during contract discussions. We have included a copy of the user's license that
would grant permission to the Agency to participate in the nationwide ICER operations at the
end of Appendix 2 - Value Added Services. The only prerequisite is completion of the attached
JLG Technologies standard license form contained herein.
Where the ICER Network is Currently Operating?
ICER is currently operational in these states: CA. NH, FL, KS, and MD. Upon completion of the
license agreement, the Agency's facilities will automatically be added to the network.
Customer Correctional Agencies Participating in the ICER !TIC Program:
•
•
Kansas Department of Corrections ( Centurylink is contract holder)
New Hampshire Department of Corrections (ICSolutions is contract holder)
ICER™- is a registered trademark of JLG Technologies
Approach #3: Simultaneous Call Detection (new feature).
Paragraph 40 of the General Terms and Conditions of COR61453-lnmate Telephone System,
allows the Vendor to identify information they wish to exempt from public disclosure. WEST
VIRGINIA CODE §298-1-4. Exemptions, has the following language:
(a) The following categories of lnformatlo.n are specifically exempt from disclosure under the provisions
of this article:
(1) Trade secrets, as used in this section, which may include, but are not limited to, any formula, plan
pattern, process, tool, mechanism, compound, procedure, production data or compilation of
information which is not patented which is known only to certain individuals within a commercial
concern who are using it to fabricate, produce or compound an article or trade or a service or to locate
minerals or other substances, having commercial value, and which gives its users an opportunity to
obtain business advantage over competitors;
Centurylink wishes to exempt the following section of our bid. Simultaneous Call Detection is a
new feature that, to our knowledge, is unique to Centurylink, disclosure of which could negate a
business advantage over our competitors, and for this reason we request that the Agency
exempt it from public disclosure. The information has been placed behind the "Exempt
Information" tab and labeled "Exemption 1".
Beginning of Redacted Proprietary I Confidential Information
Centt.rylink: Page 85 of 125
Solldtation #COR61453 - Innate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
I
End of Redacted Proprietary I Confidential Information
5.39. The inmate telephone system shall have the ability to detect attempts to forward a call
remotely (call forwarding prior to a call being accepted and established). Upon detection,
these calls shall be marked within the Call Detail Record and the imnate telephone system
shall have the ability to terminate the call inmediately. If a call is terminated the inmate
telephone system will play an automated message, with content detemrined by Agency,
prior to terminating said call.
Vendor Response: Read, agreed and will comply.
Paragraph 40 of the General Terms and Conditions of COR61453-lnmate Telephone System,
allows the Vendor to identify information they wish to exempt from public disclosure. WEST
VIRGINIA CODE §298-1-4. Exemptions, has the following language:
(a) The following categories of information are specifically exempt from disclosure under the provisions
of this article:
(1) Trade secrets, as used in this section, which may include, but are not limited to, any formula, plan
pattern, process, tool, mechanism, compound, procedure, production data or compilation of
information which is not patented which is known only to certain individuals within a commercial
concern who are using it to fabricate, produce or compound an article or trade or a service or to locate
minerals or other substances, having commercial value, and which gives its users an opportunity to
obtain business advantage over competitors;
Centurylink wishes to exempt the following section of our bid. Remote Call Forwarding
CenturyUnk: Page 86 of 125
Solicitation #COR61453 - Inmate Telephone System &Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Detection is a very complex feature that all Inmate Telephone System Vendors have been trying
to prefect for several years. Our approach is unique to CenturyLink, disclosure of which could
negate a business advantage over our competitors, and for this reason we request that the
Agency exempt it from public disclosure. The information has been placed behind the "Exempt
Information" tab and labeled "Exemption 2".
I
Beginning of Redacted Proprietary I Confidential Information
Centutylink: Paga 87 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division CJf Corrac:tions
Submitted: July 16, 2014
End of Redacted Proprietary I Confidential Information
Centurylink: Page 88of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Divislon of Corrections
Submitted: July 16, 2014
5.40. c.an Detail Records (CDR) must be established any time an inmat.e telephone goes off-hook
and must be stored and made available online for the duration of the Contract. All CDRs are
the property of the Agency during the contra.ct tenn as well as after expiration of said
contract CDRs must be established and maintained each time an imnate goes off-hook.
CDR data must include at a minimum:
1. 0 ff hook time
2. Inmate ID/PIN
3. End type (e.g. preanswer hang-up, called party hang-up, max time elapsed)
4. Phone number attempted
5. Station name
6. Billing start time
7. Duration of call (in seconds)
8. Billed time
9. Call type (e.g. collect, debit)
i O.Jurisdiction type (e.g. local, interstate)
11 .Termination reason
Vendor Response: Read, agreed and will comply.
Centurylink's West Virginia-dedicated storage arrays provide several key benefits. One is the
speed of recording retrieval - the other is the ability to store CDRs and recordings any time a
phone goes off hook.
Centurylink's Enforcer System not only creates a CDR, but
also a recording. any time a phone goes off-hook.
This can provide important incident investigation information;
any off-hook phone instantly becomes a recording device for
use by security staff.
5.41. ReCorded conversations must provide security measures to ensure they have not been
tampered with. Th.is secwity must ex.tend to recordin~ transferred to external me.dimns
such as CD-ROM or email. Vendor must provide expert testimony with respect to the
security ofrecords, when requtted.
Vendor Response: Read, agreed and will comply.
The Enforcer System ensures chain of evidence, while Centurylink personnel are available to
provide expert testimony regarding the specifics of our System's call recording security and
chain of evidence
CenturyUnk: Page 89 of 125
Sotlcltation #COR61453 - Inmate Telephone System & Service
West VI rglnla Division of Corrections
Submitted: July 16, 2014
Access to all call data in the Enforcer database is read-only for all users; no-one has the ability
to modify source files, and the system has built-in applications to test the integrity of data so that
records and recording will be admissible in court.
The Enforcer System uses AU Comp to create an MD5 checksum of the audio file for every
recording. The MD5 checksum is stored in the database's log file for that recording and will be
duplicated with the recording to the primary and backup data centers.
Each recording and checksum is time-stamped and date-stamped as it is written to storage and
is protected thereafter. The checksum can be used to determine if the recording has been
tampered with.
The Enforcer also logs all user activity; System Administrators can run reports on this
information to gain insight into what actions are being taken by staff. The User Update Report is
another way that the Agency can track, and monitor what its users do.
The User Update Report displays every username that made changes on the left. exhibits when
they last logged in, shows which table they accessed last, what phone or inmate information
was altered, the name of the Inmate, and the inmate number (if applicable).
In the report sample below, for example, you can see that the user "jkline• logged in at 1:38 p.m.
on April 17 and listed to the recording of a call placed by inmate Rodney Lehman.
IWl71101! 19:1 l • P~e I
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User Update Report
Centuryl.Jnk: Page 90 of 125
Solicitation #COR61453 - Inmate Telephrme System & S&Mce
West Virginie DMsion of Corrections
Submitted: July 16, 2014
5.42. Vendor shall establish a PIN management system for the irunate telephone system and
require entry of valid PINs prior to attempting a call. Integration with Agency's Offender
lnfonnation System (OJS) is required to automate the PIN assignment process.
Vendor Response: Read, agreed and will comply.
The Enforcer accommodates the use of inmate PINs for call tracking. Various numbering
schemes are supported in order to best frt the existing inmate identification method in use at the
Agency's facilities.
Inmate accounts and PINs can be established automatically in the Enforcer through a direct
interface with the Agency's OIS.
The information entered during the intake process is shared with the phone system
automatically and no additional entry is required. If the manual process is preferred, the inmate
name and other information can be entered on an Inmate Profile from an administrative
workstation. This is a simple process requiring approximately one minute for each Inmate.
When the Inmate PIN feature Is used, a PIN will be required and included in each call record.
This enables searching and reporting on call records on an inmate-specific basis.
The system can be configured to create the PINs at the time of intake and eliminated at the time
of discharge.
In addition, the system supports the retention of specific inmate PINs where the inmate is
incarcerated at a non-Agency facility due to trial, hospitalization, or other reason.
The following illustration reflects the Administrative interface that is utilized in the ID-PIN
process.
Inmate Profile - Assign PINs
For greater flexibility, Centurylink offers the option to activate PINs on some phones and
not on others. For example, It may be desirable to require PINs In all common area phones,
but not in the intake area.
Cenb.syllnk: Page 91 of 125
Sollcltation #COR61453 - Inmate Telephone System & Service
West Virginia DiVieion of Corrections
Submitted: July 16, 2014
5.43. The inmate telephone system shall be capable to store and reference a list of Personal
Allowed Numbers (PAN) associated with each PIN. The quantity of approved telephone
numbers shall be configurable. The inmate telephone system shall be capable of storing the
following PAN information:
1. Telephone Number
2. Called Party Name
3. Address
4. Relationship to hnnate
Vendor Response: Read, agreed and will comply.
As described previously in Section 5.21. the Enforcer may be configured to require a list of
PANs. For the convenience of the reviewer, this information is repeated below. The Enforcer
can be configured to require PAN lists.
Each time the Agency activates the PAN feature for an inmate, the maximum number of PANs
to allow can be selected. If the field is left blank, the default value is 20, but there is no practical
limit to the number of PANs that may be assigned.
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Inmate Profile Screen
CenturyLink: Page 92of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
An inmate's PAN list can be accessed by clicking on the ~PAN" quick link at the bottom of the
Inmate Profile screen. As shown below, the user can then view the existing PANs for a
number, add or delete PANs, block or unblock a number, and also view an inmate's calling
history for PAN numbers.
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PAN Screens
In addition, the Enforcer offers several tools to query and report PAN information. These
include:
•
•
•
•
•
•
Display all PAN records for an inmate account.
Display all Inmate ID's having access to a specific PAN.
Display all free or no-charge PAN records
Display all PAN records having administration blocks
Display all PAN records having telephone company blocks
Print reports for the above queries
Additionally, a PAN list can be used as an inmate-specific override to a phone number that has
been blocked globally (i.e., for all other inmates).
Centurylink: Page 93 of 125
SoDcltatlon #COR61453. Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
PAN lists can be created in one of three ways:
•
By letting an inmate call whoever they want to call. This occurs only if the Inmate
PAN feature has been set up in self-learning mode by the facility Administrator. Based
on a predefined maximum number of phone numbers, each call completed by an inmate
automatically adds the called party number to the Inmate PAN list. As long as the
inmate is set up to pay for each call using a debit payment or is calling a number that
can accept collect or prepaid collect calls, the inmate can call the called party number
without restriction. By default, the inmate is able to add 20 numbers to a PAN list,
however, the number of numbers can be set to any value on a per-inmate level.
•
By staff at the facility, who accesses the PAN List under the Inmate Profile to add
approved numbers (or to block a specific number). This method requires a higher
administrative workload by the Agecy to manually build and add numbers to the inmate
PAN lists. However, some facilities require administrative approval of all called party
numbers before they are added to an Inmate PAN list.
•
By employing the Inmate PAN Registration feature, which can be used by an inmate
to request the registration (and addition) of a called party number to their PAN list. The
inmate makes this request by placing a call to the System and following a series of
prompts to enter the desired number on the phone keypad. Next, an authorized user at
the correctional facility reviews a "request lisf (shown below), and then either approves
or rejects each called party number that is requested by an inmate for addition to their
PAN list.
Staff can search for all "Pending" PAN approvals and individually approve or reject the
entry, as shown below:
~:~~·=~p;~di:s~~·
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HARKER
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1-217·273·8170 iO.J/20!2012 1Pendirog Approval ·OJ/20/2012. :':·.,,, ~ :02a169 HANNAH BOOKER ,! Approve Reject
...... --·· - - .. - -- ..... -·-- . . ····-·-- - .. ----· .----·. --·-·-- ·- .. ·- .... ··- . .. .... . .
:1-217-273-8170 0312012012 ?ending Approval [0312012012 i ~' "' ~ :R16203 DARRON WILLIAMS [ Approw )[Reject]
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. ·- - -- ·-- ---- . . - . ----- ·-r-------......... ----··--- ---·· ·- -..
:1-217-299-4151 0312012012 ~?ending Approval i0312012012 i Show ~. 854764 EARNEST PALJI
PAN Approval Request Screen
•!• RECOMMENDED BEST PRACTICE•!•
The Enforcer ITS is able to be used as a data input device for most any purpose,
including entry of PANs and attorney numbers to reduce paper and provide audit trails.
Centurylink already performs automated PAN entry and attorney entry/verification at the
Alabama and Nevada Departments of Corrections.
CenturyUnk: Page 94 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
a
5.44. The inmate telephone system shall be capable of suspending specific PIN, restrict usage at
certain telephones by PIN, allow usage at certain telephone by PIN, facility or sub-location,
control duration of calls, time of day calls may or may not occur, specific numbers the PlN
may or may not call. Vendor shall demonstrate how the above wilJ be accomplished and
continued.
Vendor Response: Read, agreed and will comply.
Suspending a Specific PIN:
The system supports the suspension of inmate calling privileges by PIN. Authorized personnel
may enter a timeframe (i.e. 24 hours) or a specific date/time when the suspension is to end.
Alternatively, suspension information (or any other information to be input to the system) can be
transferred in automated batch format. At that point. the suspended inmate may only call legal
counsel until the suspension period ends. When the suspension is over, calling privileges are
automatically restored by the system.
suspensions
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Suspend Inmate Calling Privileges
There are two categories of Suspension:
•
•
Full means the inmate wilt not be allowed to place any calls, including calls to attorneys
or free numbers.
Standard is the default setting and allows the inmate to place calls only to attorneys or
numbers that are identified as privileged numbers.
Allow usage at certain telephone by PIN . facility or sub-location:
The System can assign each inmate to a single phone or a group of phones. Using Station
Group Names, which assign one or phones to logically named groups, staff can quickly enforce
physical phone restrictions.
In the following example, Inmate Clark can only make calls from Apache Band 0, however, any
inmate without a Group restriction can also use Apache B and D.
CenturyUnk: Page 95 of 125
SollcltaUon #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Allowed Station Groups for Inmate
Inmate ~D: 072320
.tJ
ROONEY CL.ARK
Back ta Inmate Editor
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Allowed Station Group Screen
Control duration of calls
The duration of calls is typically set to a default value for each facility by the Agency, however,
duration can be set for a specific phone. On the following Stations screen, administrators can
select the maximum call length allowed from each specific phone in the "Max Dur Mins" field in
the second column from the right:
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Centuryllnk: Page 96 of 125
Sollcitatlon #COR61453 ·Inmate Telephone Syiotem & Service
W911t Virginia Division of Corrections
Submitted: July 16. 2014
Time of day calls may or may not occur:
The Agency will have complete control over the times that inmates have access to the phones
for calling. Using the wPhone Schedule" button from the "Site Admin" tab, staff will be able to
control the times of use by phone, area (pod, medical, intake, etc) or the entire facility. The
following screen illustrates a weekly schedule for a group of phones. Note that in the "Edit"
column, the option is provided to tum the phones off or on all day:
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Specific numbers the PIN may or may not call:
On the PAN screen, the "Block" column allows staff to either allow or not allow a specific inmate to
call a specific number, as shown in the following screen. "Not Blocked" will allow calls to proceed
normally, "Blocked" will not allow that inmate to complete a call to the specified number.
Centuryllnk: Pege 97 of 125
Sollcltation #COR61453 - Inmate Telephone System &Service
West Virginia Division of Corrections
Submitted: July 16, 2014
PANs (Personal AllowedlBlocked Numbers)
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5.45. Call rating and revenue reporting must include systematic controls and internal audit processes to
ensure correct and accurate reporting. Vendor shall describe systematic controls and internal audit
procedures.
Vendor Response: Read, agreed and wlll comply.
Centurylink, Inc. is the only Sarbanes-Oxley compliant company in the inmate telephone
industry. Sarbanes-Oxley is the only financial and data integrity standard tied to legal and
regulatory requirements, and is therefore far more stringent than SSAE 16 / SOC1 or other
process-testing methodologies. 2
As part of our intemal auditing process, Centurylink com pletes monthly audits on every
completed call to verify billing accuracy. To our knowledge, we are the only company in the
corrections market that does this.
Moreover, a unique feature of the Enforcer platform is its on-line real-time direct rating of each
call, for immediate and unalterable on~line visibility to call detail records and billing records.
CDRs are not transferred to an outboard system, since these data transfers can compromise
the integrity of the data.
2
The6e technical definitions are sometimes an area of confusion. SOC1 is simply a set of rules that
define testing of certain internal processes - Sarbanes-Oxley is an actual certification standard that uses
SOC1 tests, in addition to others.
Centurylink: Page 98of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Co1T9ctions
Submitted: July 18, 2014
Centurylink, Inc. is the only Sarbanes-Oxley compliant
company in the inmate communications industry - an actual
certification standard that is far more stringent standard than
SSAE16 / SOC1 or other process tests.
These strict controls ensure accurate rating and
maintenance of calls and call detail records.
Finally, the rated call records and the ability to generate system summary reports will always be
available from the system workstation. This provides the facllity with the tools to verify revenue
and commissions at any time.
5.46. The inmate telephone system must track and provide accurate summary revenue. Reports
must include all types and must reflect the total revenue for each call type, subtotaled by
tariff type.
Vendor Response: Read, agreed and will comply.
The Revenue Breakdown report below can be printed at any time to summarize call history for a
specified date range. Because the Enforcer rates and stores CDRs directly on the system
rather than filtering CDRs through an 11 outboard" billing system, this report can be
certified as accurate and be easily accessed by Agency staff at any time.
-
Centurylink: Page 99of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corredions
Submitted: July 16. 2014
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5.47. The irnnate telephone system nmst be capable of sorting CDRs and producing reports which
detail inmate telephone activity, including but not limited to, the reports below: Vendor
shall list all other available reports. Must be capable of producing customiz.ed reports.
1} Calling by facility
2) Calling by inmate PJN
3) Calling by station
4) Calling by destination number
5) Frequently called numbers (numbers called multiple times per day)
6) Commonly called numbers (numbers called by more than one PIN)
7) Global allowed or blocked numbers
8) PAN or attorney lists by inmate
Centurylink: Page 100of125
Solldtatlon #COR61453 - Inmate Telephone System & Service
West Virginia DMsion of Corrections
Submitted: July 16, 2014
9) Three-way ca1ling attempts
10) Remote call forwarding attempts
11) Restricted number calling attempts
Vendor Response: Read, agreed and will comply.
The Enforcer System provides centralized reporting capabilities, allowing facility users to
generate reports immediately and in real time. The Enforcer's browser-based application
allows searching and reporting of all inmate calls to any authorized user through a simple, pointand-click GUI (Graphical User Interface).
The Enforcer comes preconfigured with an extensive list of standard reports. Additionally, a
facility user can generate real-time customized reports by defining their own query based on
data of interest- allowing instant access to any report you could ever need.
Each call attempt results in the creation of a call detail record. The record includes extensive
information about the call, including the following:
•
•
•
•
•
•
•
•
•
•
•
•
Date of call
Start Time of Call
End Time of Call
Call Duration
Called Number (ANI)
Station & Trunk ID
PIN (if applicable}
Disposition of Call (accepted, denied, incomplete etc.)
Call Termination Reason
Call Charges (if accepted)
Recording indicator
Three-way call detect indicator
Call detail records are stored on system hard disks for the entire contract duration to provide the
facility with immediate access to historical call information throughout the contract term.
Extensive call detail reports are available to meet the requirements stated.
The Enforcer has extensive search capabilities which can be used by any user - whether they
log in remotely or from an onsite workstation.
The following narrative details the customization options available for call detail reports.
Centuiylink: Page 101 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
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INMATE PHONE SYSTEM
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Call ·Detail Records - Select criteria for custom query
From the initial screen, call recordings can be retrieved based on:
•
•
•
•
•
Inmate PIN/ID
Inmate Name
Date Range
Called Number
Facility
Numerous additional fields are stored within each call record and can be used to further
customize reports and recording searches as shown below:
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INMATE PHONE SYSTEM
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CenturyLink: Page 102 of 125
Solicitation #COR61453 - lmiate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
By clicking More Search Criteria the user is
provided with an extended list of call
recording search options as shown at right.
Selected calls may be quickly and easily
exported to CDR media in either MP3 or
audio format and emailed, saved to CD, USB,
etc.
Emailed call recordings are forwarded as an
email attachment, and the file size for a
compressed 15-minute recording is
approximately 2 MB.
.,,.. Ct>•I
Ad-hoc Reporting-Additional Search Criteria
Standard Reports
The following is a list of the standard reports available in the Enforcer. Samples of the most
commonly used reports are enclosed under Appendix 5 - Sample Reports.
All reports can be generated online for quick review or exported to PDF or CSV format for
further review and data filtering.
Description
·Report Name
-
•
Admln Setup
Only
Attorney
Registration
Status
Attorney
Registration
Rejects
•
•
•
•
•
•
Listing by inmate name of all "admin setup only" {60-second
free) calls made during a user-specified date range.
Provides inmate name, ID, number, start time, etc.
Benefit: Tracking fraud attempts and free call "churning"
Counts for attorney phone numbers In Global Number list.
Provides quantity, percent of total, and total quantity of
attorney phone numbers in the Enforcer by status
(approved, rejected, pending)
Benefit: Quick response to attorney requests + tracking
attorney registration process
List of all inmates for which a requested attorney has been
denied.
Benefit: Tracking inmates attempting to fraudulently set up
non-recorded calls.
CenturyLink: Page 103of125
Solidlation #COR61453 ·Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
0
-Report
.
-· - . -- -.- ,Name
- ... .
-
~
-
•
Call Detail
•
•
Call Record
Statistics
•
•
•
Frequently
Used PANs
Summary
Frequently
Used PANS
Detail
•
•
Description
~--
--
Completely configurable database search engine (by
payment method, minimum length of call, site location, time
period, call termination type, etc.) Provides detailed call
information (billed start time, dialed number, site called
from, recording status, call cost, detected 3-way attempt,
alerted calls, etc.)
Individual user querles can be saved for future use .
Benefit: Configurable search capability for site operations,
investigative, fiscal, or any other Agency personnel.
Summary of calls by call type, completion code, and call
count. The report can be requested by site name or for all
sites for a user-specified date range.
Benefff: Provides summary of calling trends by site
Lists all allowed numbers by user-specified number of
inmates using number.Lists called number, called party,
number of instances (calls), and the number of sites ..
Benefit: Provides quick report of potential suspicious
numbers used, for example, for coordinating gang activity.
Provides additional detail regarding inmate names and PINs
using number.
•
•
•
Global Number
•
•
!t
Global Number
Hfstory
-- -
II!
..
Inmate Alerts
•
•
Inmate PANa
•
Benefit: Additional detail for investigations
Detailed report for all parameters that are found in the
Global Number Table, e.g. all blocked numbers, all free
numbers, all do not record (attorney) numbers, all notes,
random note text searches, and alerts.
Benefit: Summary reports for special number administration
- attorneys, Informant Lines, PREA Hotline, Tip Lines, etc.
Historical records of all changes made to ANI phone number
to include an audit trail for users who made the changes
Benefit: Summery audit records for Agency operations
management
Lists all alerts that have been activated for each inmate;
includesThe report lists site name, inmate ID, Inmate name,
phone number, name associated with the called number,
and phone number/email address for each alert type that
has been set up.
Benefit: Summary audit records for Agency investigations
management
PAN (personal allowed number) list for the rnmate. The
report also includes any restrictions associated with a PAN
(blocks, free call, do not record, passive mode).
Benefit: Summary record for number administrators and
staff responding to inmate inquiries
CenturyUnk: Page 104of125
Solicitation #COR61453 ·Inmate Telephone System & Service
West Virginia DMslon of Corrections
Submitted: July 16, 2014
Report ·Name
--
• ~ L
~ .!'"·
'. , .- '
Description
• Listing of inmate IDs, passcodes, inmate account status
,
~ --
Inmate Status
•
•
Number Alerts
•
•
PIN Fraud
•
•
Prepaid
Balance
Summary
•
l!I
Recording
Access
•
•
•
Revenue
"'
•
•
-
- -
-
(active/inactive), site and location, the current number of
PANs being used and allowed, and any associated notes.
Can be generated for a specific inmate or au inmates, and
can be sorted by inmate active/inactive status.
Benefit: Assists site operations personnel in inmate
management and inquiries
Lists all alerts that have been activated for a called phone
number.site name, phone number, name associated with
the called number, and phone number/email address for
each alert type that has been set up.
Benefit: Coordination between investigations staff
Listing of each call on which an inmate attempted to use an
incorrect PIN. For each call, the report lists the site, CSN.
station ID, station name, inmate name, inmate ID, passcode,
the PIN number attempted in the CDR, the actual PIN, and
extra digits.
Benefit: Summary information for investigations and sffe
operations staff
Provides account (phone numbers) for all called numbers
that have an established prepaid Account. The report
includes the project number, billing ID, account/phone
number, balance, and current status of active/non-active.
Benefft: Summary information for responding to 'friends and
family inquiries, if necessary
Listing of all call records that have been listened to during a
user-specified date range. The report lists the user ID of the
person who listened to the call, the CSN, inmate ID and
name of the inmate who made the call, called number, and
date the user listened to the call record.
Benefit: Important audit tool for Agency system
administration
Call counts, durations, billed minutes, revenue and revenue
percentage for each call type, grouped by account
(payment) type.
Can be requested by specific site or for all sites for any
previous calendar month either In PDF, Excel, or CSV
format
User-defined date ranges.
Reports can be generated by facility, Including number of
call attempts vs. completions, total minutes, and revenue
breakout.
Benefit: uAt your fingertips" summary tool for fiscal staff
CtlflturyUnk: Page 105of125
Sollcitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Roport Name
Station
Activity
Station Group
Privileges
-
Description
•
Summary of all calls, by site and by station, made for a userspecified date range. Includes site name, station (phone}
port, station (phone) name, attempted calls, accepted calls,
etc.
•
Benefit: Site operations - Quick Identification of phones out
of service. Investigations - identifying phones being
dominated by an inmate or group of inmates for some
reason.
•
Listing of station groups (phones} that are assigned to
specific inmates (i.e., phones from which inmates are
allowed to make calls), if used by the Agency.
•
•
Benefit: Summary report for site operations personnel
Inmate
Suspensions
Listing of all inmate suspensions. Lists site name, inmate ID,
inmate name (first, middle, last), whether the. suspension is
full or partial, start/end date/time, and user notes (usually a
description of the reason for suspension).
•
Benefit: Summary report for disciplinary
•
Summary of all calls that have been dialed and connected to
the network by trunk. The summary is defined by site name,
trunk, out-dialed Calls, accepted calls, and the percentage
of accepted calls.
•
Benefit: Primarily used by CenturyLink, and sometimes site,
network personnel
Summary of high telephone volume usage by Inmates. Can
Trunk Usage
..
be generated by site or threshold type (quantity of calls or
total minutes). Results are listed by site name, inmate ID,
inmate name (last, first, middle), number of calls, and
minutes count (total minutes).
Volume Users
•
Benefit: Filters suspicious calling activity
5.48. Vendor shall supply Agency 24 workstations and printers connected to the imnate telephone
system bandwidth at mutually agreed upon locations. Vendor shall refresh the equipment at
the begi.Illling of every fol.U"th year (at the end of each three year period). Equipment
requirements include:
1) Operating System - Windows 7 Enterprise
2) Flat panel monitor
3) CD/DVD burner
4) Color ink jet printer/scanner
Vendor Response: Read, agreed and will comply.
5.49. Upon corrnnencement of installation, Vendor shall reimburse the Agency for t:hFee two
(mcdified per Addendum 7, Q&A #62) fulltime equivalent positions of Investigator 1 to
Centuryllnk: Page 106 of 125
Sollcltation #COR61453 - Inmate Telephone System & Service
Wes! Virginia Divislon of Corrections
Submitted: July 16, 2014
fulfill the requirements of the operation of the inmate telephone system whose
respollSlbilities will be to monitor the imnate telephone system 'Within the Agency facilities
and determine system functionality. The reimbursement for ~ positions listed above is
$36,624 for a total of S 100,872 $73,248 (modified per Addendum 7, Q&A #62). The
vendor shall adjust for salaiy reimbursement for the above listed positions to keep pace with
the Agency granted increases. The vendor shall ensure that the reimbursement to the
Agency for the above listed positions is via a separate check from the Agency's commisfilon
check or paid as specified by the Agency.
Vendor Response: Read, agreed and will comply.
5.50. The duties and responsibilities of the above positions shall include:
1) Routine operational checks of the inmate telephone system. All service issues
will immediately be reported to the supervisor and Vendor.
2) Check monitoring and recording functionality of systems twice a work day
and report findings to the supervisor and Vendor.
3) Generate all on-site reports as requested by Vendor and maintain a copy for
Agency's files.
4) Inform vendor when inventory supplies are needed.
5) Extract recording and provide CDs for Agency personnel use in accordance
with Agency's policies and procedures
6) Perform preventative maintenance on computer terminals as instructed by
V~ndor, including normal cleaning and defragmentation o:fhard drive
7) Alrui: Vendor to all equipment and service issues that impact Vendor's
performance under said Contract
8) Provide training to Agency's staff
9) Provide training to inmates on telephone usage
10) Check Prisons Rape Elimination Act Hotline and Critical Incident Hotline as
assigned
Vendor Response: Read, agreed and will comply.
S.51.Flexible, state of the art technology shall be provided by Vendor to meet all network and
system requirements. In addition, web based equipment and software nmst be provided.
Vendor is responsible for repairing and/or replacing all hardware when needed as well as
upgrading software every fem menthB as outlined in the Vendor's technical proposal.
Vendor shall notify Agency of aB available software upgrades within 30 days of
availability and will provide the Agency the option of accepting or denying the
upgrade. (Modified per Addendum 7, Q&A #15)
Vendor Response: Read, agreed and will comply.
Centurylink: Page 107 of 125
Solicitation #COR61453 • Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
CenturyLink provides and maintains all web-based software and equipment at no cost to the
Agency. CenturyLink will repair andfor replace any and all hardware as needed throughout the
contract term.
In addition, whenever an upgrade and/or enhancement to the Enforcer System finishes tasting
and is ready for wide release, the Agency will be notified of the new release updates and
provided documentation of the features and functions of the new software. Centurylink releases
updates to the System on a quarterly basis to ensure the system is always state-of-the-art. New
software releases and enhancements are distributed through an IP connection, with no need for
any onsite disruption. Enhancements and upgrades to the System are predominantly driven by
mark.et demand and specific client requests.
Finally, because our proposed system will be dedicated solely to the Agency, we are able
to comply with providing the Agency the option of accepting or denying any software
upgrades.
5.52. The inmate telephone system and related peripherals must be new and solely dedicated to
Agency. Servers, storage units, and other infrastructure shall not be shared with other
clients of Vendor.
Vendor Response: Read, agreed and will comply.
Our proposed system is designed from ground up to be configured as a dedicated system. Call
processors, databases, and (especially Important) storage units and network connectivity
to the central database will all be dedicated to the Agency. This ensures availability of the
phones to inmates and family members, while ensuring all-time database access and fast
recording retrieval for staff.
•!•KEY FEATURE•:•
All call processing equipment, storage, and network
connectivity will be dedicated to the Agency to ensure
unrestricted availability of the system to inmates, family
members, and staff.
A diagram of our proposed dedicated system architecture is provided below:
Paragraph 40 of the General Terms and Conditions of COR61453-lnmate Telephone System,
allows the Vendor to identify information they wish to exempt from public disclosure. WEST
VIRGINIA CODE §298-1-4. Exemptions, has the following language:
(a) The following categories of information are specifically exempt from disclosure under the provisions
CenturyUnk: Page 108 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of CorrecHons
Submitted: July 16, 2014
of this article:
(1) Trade secrets, as used in this section; which may include, but are not limited to, any formula, plan
pattern, process, tool, mechanism, compound, procedure, production data or compilation of
information which is not patented which is known only to certain individuals within a commercial
concern who are using it to fabricate, produce or compound an article or trade or a service or to locate
minerals or other substances, having commercial value, and which gives its users an opportunity to
obtain business advantage over competitors;
Centurylink wishes to exempt the following section of our bid. Our network design utilizes
features that we feel are unique to Centurylink, disclosure of which could negate a business
advantage over our competitors, and for this reason we request that the Agency exempt it from
public disclosure. The information has been placed behind Appendix Tab 4. Exempt
Information.
Beginning of Redacted Proprietary I Confidential Information
End of Redacted Proprietary I Confidential Information
5.53. Inmate telephone system architecture shall be expandable for futme growth.
Vendor Response: Read, agreed and wlll comply.
Given its modular architecture, the Enforcer allows for unlimited expansion, and can easily
accommodate growth to the inmate population or facilities. There are no practical limits to any
hardware or software expansion requirements.
Database and server storage can be easily added at our Data Centers to accommodate
additional inmate accounts, call records, and long-term storage of call recordings, for the entire
contract term and any renewal periods. Centurylink will ensure that the Agency will have
immediate online access to all system and investigative data, including call recordings, for as
long as Centurylink provides IPS services.
Centurylink can add additional phones at any time by simply expanding the Integrated Access
Devices (IADs) Installed at the sites (or installing new IADs for a brand new facility). Additional
network capacity requires approximately 30 days notice for the LEC to dellver additional
bandwidth but does not require any system downtime.
The Enforcer can be accessed by an unlimited number of workstations/PCs, which can be
CenturyUnk: Page 109 of 125
Solicitation #COR61453 • Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
I
located on site at the Agency's facilities or offsite at remote locations. Uve calls can be
monitored by an unlimited number of investigators simultaneously, with no impact on system
performance or the ongoing recording of all non-privileged calls.
With regards to simultaneous telephone calls, there will be a sufficient number of station and
trunk ports available to provide acceptable off-hook availability to all inmate telephones. All
inmate telephones will have sufficient bandwidth on our on-site IADs devices to place a call
using VoIP.
5.54. Vendor shall provide redundant storage. Redundant storage sites shall be located such that a
man made or natural disaster is not likely to compromise both storage sites tlue to a single
even!. Vendor shall store all imnate Call Details Records online for the life of the contract.
Vendor shall supply all storage media to Agency for the life of the contract. The Vendor
shall, in its proposal, include its method and solution to safeguarding the Agency's
data from being lost, destroyed, and damaged. (Added per Addendum 7, Q&A 42).
Vendor Response: Read, agreed and will comply.
Centurylink provides multiple layers of redundancy, including storage. In addition to storage
redundancy at each data center, CenturyLink's solution also provides "geographic" redundancy
at two separate data center locations.
A diagram visually describing these multiple layers of redundancy is
referenced in our response to 5.52 (this diagram is proprietary and shown in
Appendix Tab 4 - Exempt Information).
The primary system dedicated to the Agency will reside in Atlanta, Georgia. CenturyLink
employs three distinct processes to protect the Agency's data.
(1) First, all data are immediately stored in the central processor in a Redundant Array of
Independent Disks (RAID) which writes data across several hard drives. If one drive
fails in a RAID array, the data can be retrieved from the remaining drives.
(2) The second line of defense is a Network Attached Storage (NAS) system in Atlanta,
which is an entirely separate system from the central processor; the data from the
central processor is backed up to the NAS in near real-time
(3) The third line of defense will be off-site backup from the Atlanta data center. All call
recordings as well as call detail records will be backed-up overnight to a NAS at our
secondary data center located in San Antonio, Texas.
System information can be restored from any of the above storage devices in the event of a
central processor failure.
CenturyLink: Page 110of125
Sollcttatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Summary: Redundancy and Security
I
I
•
Network
•
•
Call Processing
•
•
•
•
Storage
•
•
~
•
•
Data Center
•
•
Onslte
'
'
•
•
Service from two separate network carriers
Service instantaneously fails over to second carrier
Network outages automatically diagnosed from our
Network Operations Center in San Antonio
Primary call processor housed in a Centurylink, Inc .
class 4 data center in Atlanta
Fully functional, always-on backup processor located in a
redundant class 4 data center in San Antonio
If disaster were to disrupt call processing in Atlanta,
service would instantly and automatically fail over to
the secondary processor In San Antonio
Call data and recordings are stored at each of the two
data centers
Databases are constantly synchronized in real-time
Call recording storage systems are continuously
synced in near real-time
Each data center supports various RAID (internally
redundant) storage configurations to provide for
additional storage redundancy
All data and recordings are maintained In both data
centers for the entire contract term, plus all renewal
periods
Atlanta and San Antonio data centers both supported by
multiple active power and cooling supplies
Redundant fault tolerant enterprise grade components
yielding 99.999% service availability
Minimum of two diverse paths into each data center
Generator power backs up the Utility company
UPS carries the load for a few seconds to smooth power
Should the generator fail, the UPS is secondary backup
and can carry the data center load for roughly 2 hours
CenturyUnk: Page 111of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia DMslon of Corrections
Submitted: July 16, 2014
Data safeguarding and Disaster Recovery
Centurylink will provide a completely centralized solution with all data sessions hosted and
records/recordings stored in our Atlanta, Georgia data center. Copies of all call data will also be
replicated to our San Antonio, Texas data center for back up and disaster recovery purposes.
Copies of all call detail records will be stored in two separate geographical locations.
Critical system data, call records and call recordings are stored on non-volatile hard disks in
RAID arrays to ensure that any prolonged interruption in power does not result in loss of call
records. The disk array provides both reliability and redundant drives for maximum protection of
the facility's data.
Our data centers are housed in climate-controlled, fire-proof, flood-proof buildings with unique
redundant fiber lines to the national grid, multiple independent power sources, and multi-level,
multi-technology access control for unequaled security and database and network uptime.
Additionally, each system is monitored on a 2417 basis utilizing the Nagios monitoring
applications, which monitor both hardware statistics and application software. In the event of a
failure, the application will generate alerts to the appropriate rapid response personnel.
Disaster Planning
Centurylink's management team recognizes the importance of maintaining an effective Disaster
Recovery Plan to help ensure the continuity of critical business processes and minimize
disruption in the event of material disruption.
Our internal planning covers:
1. Disruption or disaster at a client facility
2. Disruption or failure of a managed WAN or third-party network service (i.e., LIDB
validation)
3. Disruption or disaster at a Centurylink data center
4. Loss of key personnel
Each separate plan identifies a primary and back-up Incident Commander (IC).
Type 1 - Onsite Equipment Disruption
Please note that the calling system is fully centralized, with most critical system components
located offsite in redundant, geographically separate data centers. Onsite equipment is limited
to just the phone instruments themselves, UPS backup power, and Integrated Access Devices
(IADs) that connect the phones to the offsite call processors.
Centurylink: Page 112 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia DMslon of Corrections
Submitted: July 16, 2014
Centurylink installs multiple IADs at each facility. In the event that one of our IADs fails, the
inmate phones will be automatically routed to the next available IAD, without any interruption
to inmate calling. In the event of a catastrophic failure of all IADs (while this possibility is very
remote), all of our field service technicians will maintain spare components and gateways and
will be immediately dispatched to the facility to replace the defective IADs. In the event of an
onsite disaster that damages most or all of the onsite equipment. the following procedure will be
initiated.
For a Type 1 disaster the primary IC will be Brenda McKinley (West Virginia System
Administrator), with Barry Brinker (Director of Service Operations) as the back-up. Each will be
closely acquainted with Agency staff and procedures. They will be alerted by our 24/7/365
Technical Services Center and will:
1. Immediately coordinate a visit from themselves or our local technician to assess the
damage and put the Technical Support Team on notice.
2. They will then determine the extent of the damage and the need for replacement parts,
as well as the availability of space, and if needed, a network access point for
communication services, and present a plan to the facility to restore all services.
3. Technical Support team will ship the new system components
4. Ms. Mckinley or Mr. Brinker will join a member of the Engineering team and our local
technicians for onsite equipment installation, including new wiring as necessary.
Type 2 - Network Connectivity Disruption
Please note that, for each supported facility, CenturyLink obtains network service from two
different network carriers, (each network is sized to carry the full network load) so that if one
carrier experiences an outage, service will instantly fail over to the second carrier. While the
following plan will be initiated anytime a network service outage is detected, phone system
access will continue to operate normally except in the unlikely event that a disaster should
impede service of both network carriers simultaneously.
For a Type 2 disaster the primary IC is Joe Stables (Director of Engineering and Network) and
the back-up is Chris Walton (Network Supervisor). Type 2 incidents may also require a full
Crisis Response Team (CRT) drawn from the technical staff of our Network Operations
(NetOps), Operations, Installation, Engineering and Management teams.
The IC will be notified by our network monitoring applications or a ticket opened online by facility
staff or a call into our 24n/365 Technical Services Center, or by one of our network or database
providers and their monitoring staff. The IC will:
1. Immediately notify the network provider and our Network Specialists and Engineering
team leaders, who will begin diagnostics and re·route traffic
CenturyUnk: Page 113 of 125
Sollcftatlon #COR61453 - Inmate Telephone System & Service
West Virginia DMsion of Corrections
Submitted: July 16, 2014
2. Determine based on the severity of the incident whether or not to form a full Crisis
Response Team including Centurylink's Management (if so, Joe Stables and Chris
Walton will take charge)
3. Notify Agency
4. Determine whether to involve Centurylink Management
5. Present a plan to re-route all traffic and/or restore normal service
6. Make our Network carriers aware of SLAs and escalate as entitled under our service
contracts
7. Coordinate operational response from our carriers and NetOps and Engineering teams
to re-route traffic, restore normal service
8. Share progress and resolution with Agency
Third-party validation sources have built-in redundancy and have proven over the years to be
reliable. Any risk of loss regarding third-party support is believed to be minimal since key
vendors already have redundancy and failover mechanisms in place. Network common carriers
and dial-tone providers maintain their own disaster recovery plans pursuant to applicable
regulatory requirements, and CenturyLink's third-party services are also distributed among
multiple vendors.
Any network outage should be diagnosed from our primary data center and Network Operations
Center (NOC) in San Antonio, Texas. In the event of a third-party utility outage such as a cut
power line, Mr. Stables, Mr. Walton, or the most available backup IC would coordinate directly
with local utility.
Type 3 - Data Center Disruption
As stated previously, Centurylink maintains geographically separate data centers. Our primary
data center is located in Atlanta, with a secondary site in San Antonio.
Each office serves as a back-up site for the other. Source code for all applications supported
from a location is spooled weekly to a server at the other location. Call data is transmitted
instantly to both data centers; ensuring backup copies of all investigative data are always
available. Agency facilities would experience a disruption to these services only in the very
unlikely event that disasters should impact both data centers. Regardless, Type 3 incidents will
be initiated as outlined below, anytime a service disruption is detected at either data center.
For a Type 3 incident Barry Brinker (Director of Service Operations) will be the primary IC, with
Joe Stables (Director of Engineering and Network) as the secondary IC, if Mr. Brinker is not
immediately available. A Type 3 incident will be detected immediately by Centurylink's staff and
Centuryl.lnk: Page 114 of 125
Solicitation #COR61453 - Inmate Telephone System &Service
West Virginia Division of Corrections
Submitted: July 16, 2014
system monitoring applications. For any Type 3 incident, a Crisis Response Team will be
formed with Mr. Brinker or Stables coordinating Engineering and Operations teams at the
remaining data center.
•
Core Technology: Centurylink maintains nightly off~site backups of all source code and
compiler tools to enable recreation of the support environment virtually anywhere within
a few hours.
•
All other systems such as reporting, accounting, etc. are backed up nightly and could
be restored quickly onto "off-the-shelf' hardware. Our staff can build a new server stack
from readily available hardware and install it at an unaffected co-location to restore
redundancy in short order.
In the event that a temporary replacement system must be set up at another data center (such
as if a data center were completely destroyed in a natural disaster), Centurylink has a
nationwide procurement and inventory management system that can be used by authorized
staff to quickly procure replacement equipment. An Engineering team can be mobilized to
assemble, load, and test a server stack and related systems for installation in a near-by
commercial co-location facility; if a prolonged downtime at one of our data centers is expected.
Centurylink's Engineering team is prepared and able to configure, ship, and replace any
damaged or failed system within 12 to 24 hours from on-hand materials, depending on the
number of facilities affected. The Centurylink Team has installed over 200 centralized calling
platforms, so our ability to do so reliably and under deadline is tested and validated regularly in
the course of normal operations.
Type 4 - Loss of Key Personnel
Any company is vulnerable to the loss of key personnel, and Centurylink's management is
diligent in cross-training and knowledge transfer among our departments in order to minimize
the disruption caused by the loss of a key individual. Specific personnel backup designations
have been established to assist in contingency planning. Each key staff member has a backup.
All of Centuryllnk's disaster response and business continuity plans are subject to an annual
internal review by our Executive Management team, who have more than 60 years of
experience managing the reliable provision of services to correctional agencies nationwide. Dry
runs testing the ability of IC and secondary staff to identify and evaluate disruptions are held at
least annually. The timely delivery of parts and supplies is tracked and measured constantly to
be sure our supply chain is providing the parts needed to provide or restore service in a timely
fashion for all of our clients. The performance of all network and network service providers is
monitored constantly, and their adherence to SLAs, uptime, and reliability standards is
measured and reported monthly.
Centuryllnk: Page 115of125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Dlvlslon of Corrections
Submitted: July 16, 2014
5.55. Liquidated Damages:
Vendor shall pay Agency liquidated dama~ in the amount of
$300.00 per each instance when Agency suffers one or more lost, \llll'eCOVerable, or
unusable recorcling of a call. Agency agrees to notify Vendor at such OCCWTence and
provide Vendor seven days per instance to produce the call recording. Agency shall invoice
Vendor for all liquidated damage charges, to be paid by V-endor within 30 days of date of
invoice. The Vendor shall, in it.s proposal, include its method and solution to
safeguarding the Agency's data from being lost, destroyed, and damaged. (Added per
Addendum 7, Q&A 42).
Vendor Response: Read, agreed and will comply.
Centurylink's method and solution to safeguard the Agency's data is detailed in our response to
5.54 above.
5.56. Vendor shall supply dedicated network circuits fur which Agency users can access CDRs.
Access on shared bandwidth is not allowed. Vendor shall detail the network architecture,
with particular emphasis on the dedicated bandwidth available at each site and the dedicated
bandwidth available to access CDRs, both onsite and remotely.
Vendor Response: Read, agreed and wlll comply.
Each facility will have a CenturyLink dedicated Internet Access port sized to accommodate all
inmate telephones being in-use at the same time, and will include additional bandwidth (512
Kbps) to support the workstation.
Bandwidth available by facllity:
•
•
•
•
•
•
•
•
•
•
•
Anthony Correctional Center:
Beckley Correctional Center:
Charleston Correctional Center:
Denmar Correctional Center:
Huttonsville Correctional Center:
Work Camp- Huttonsville:
Huntington Work Release Center:
Lakin Correctional Center:
Martinsburg Correctional Center:
Mt. Olive Correctional Complex:
Slayton Work Camp - Mt Olive:
Centurylink: Page 116of125
Solicitation #COR61453 - Inmate Telephone System & Service
1.5 Mbps
1.5 Mbps
1.5 Mbps
1.5 Mbps
4.5 Mbps
1.5 Mbps
1.5 Mbps
3.0 Mbps
1.5 Mbps
4.5 Mbps
1.5 Mbps
West Virginia DMslon of Corrections
Submitted: July 16, 2014
•
•
•
•
Northern Correctional Facility:
Ohio County Correctional Complex:
Parkersburg Correctional Center:
Pruntytown Correctional Center:
•
•
Salem Correctional Center:
St. Mary's Correctional Center:
1.5 Mbps
1.5 Mbps
1.5 Mbps
3.0 Mbps
3.0 Mbps
3.0 Mbps
Bandwidth providing access to the Central site:
The system will be dedicated solely to the West Virginia Division of Corrections and have
redundant 50 Mbps ports with diversity design at multiple layers: physical fiber entry into the
data center, router ports, and power to network interface and routing equipment.
Additional power and environmental redundancy
Our Atlanta and San Antonio sites are both Class 4 data centers - the highest level for
redundancy and availability, including:
•
•
•
Redundant electrical and data busses
Uninterruptable Power Supply (UPS) - battery supplies nine minutes at full load
Generators provide three days of power without refueling
5.57 Vendor shall describe its process for imblocking a telephone nwnber that was restricted due
to non-payment, including the timeframe to remove the restriction after payment is
received.
Vendor Response: Read, agreed and will comply.
If a called party number is blocked for non-payment or for exceeding the monthly collect calling
limit, they are automatically routed by the system to a collect billing representative.
When the monthly collect calling limit is exceeded, upon receipt of payment notification from the
billing Local Exchange Carrier (LEC), the block is removed immediately. The customer may still
make collect calls, but will be offered the option to set up a prepaid account.
In the situation where the called party has not paid their collect bill, nonpayment restriction is
lifted within 48 hours upon receipt of payment notification from the billing Local Exchange
Carrier.
The collect call customer also has the option of contacting Centurylink Customer Service and
have a representative call their LEC and verify that the required payment has been made. Once
confirmation is obtained, the customer's usage balance will be reset to zero, and the line will
automatically unblock. This process takes 15 minutes or less to complete.
CenturyLink: Page 117 of 125
Sollcllation #COR61453 - Inmate Telephone System & Service
West Virginia DMslon of Corrections
Submitted: July 16, 2014
Once an inmate makes a call to any number blocked for
billing reasons, the called party is automatically routed to our
Service Center.
No called party Is blocked from receiving calls without
actively being offered an opportunity to clear their line.
5.58. The Vendors shall allow collect calling, with a minimum $100.00 monthly limit on nondelinquent accollllts, to called parties. Vendor may establish direct or third party oollect call
billings. Vendor shall supply an alternative billing option for called parties who are
categorized as lID.billable by the service carrier.
Vendor Response: Read, agreed and will comply.
Centurylink will establish a $100.00 monthly limit for traditional collect calls, as required.
Details regarding our alternative billing option for called parties who are categorized as
unbillable by the service carrier are provided below in response to 5.60.
S.59. Alternative payment or account setup methods such as enhanced SMS programs are not
allowed. Regardless ofbilling methods, all calls must be charged at the rates outlined on the
successful vendor's bid.
Vendor Response: Read, agreed and will comply.
5.60. Prepaid Collect accounts must include various payment options such as, credit card;
electronic check; Western Union. Vendor shall describe available payment methods,
tirnelines to post payments and timelines to allow calls to process. Prepaid Collect accoWlts
may only be set up via live customer service representative on telephone or a secure online
site. Acrount setup via Interactive Voice Response (IVR) is not allowed. Replenishment of
minutes via IVR is allowed. No minimum funding is allowed for Prepaid Collect.
Vendor Response: Read, agreed and will comply.
Centurylink offers the industry-leading Point of Sale Prepaid Collect (PSPC) solution to the
Agency. PSPC provides the called party with a vehicle to communicate with an incarcerated
friend or family member. Utilizing this platform, billing arrangements with specific CLECs and
cell phone carriers are no longer necessary to complete collect calls to any destination number.
We do not place friends or family members into an IVR for account set-up.
CenturyLlnk: Page 11 B of 125
Sollcitatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
Immediate Tr•nlfer to live A&ent
. Account Set-up In Min..•
·:.. •
~-
: .JI-...,,,,. •• • • ;
.
'Ii
Elllll
Inmate Informed of called party's
account status and tlm•llne ta
complete setup
!11""·..... :c'.
. i
------~---------f
•
. -' ·
No collect-to-cell
• Noautomatedsvstem
• Verified name and address
always collected
(B} Traditional
{aat~l!:!'pletlon)
,.#-. ~"'f~
----------~'.""·-·-··4..·
.
•
Real per50n
=more
acc.ount set-ups
Payments may be made, real time using:
•
Toll Free Telephone {888-506-8407) (24 Hours a Day)
•
User-Friendly Web Site: www.icsolutions.com
•
Automatic routing from the Enforcer into the Customer Care Center
w;,. ••llio
----- -
.
BJOJq , ..,,.,.
l .. --··-·.iif
N -t
.
CIOJr Forni
Welcome Screen for Online Payment Processing
Advantages of PSPC:
•
•
•
•
•
•
•
Real time account set-up
Increased call volume
Payment option for "unbillable calls"
Eliminate complaints from CLEC customers
Reduced inmate complaints
Allows called party to budget phone expense
Allows calls to numbers that cannot accept
traditional collect calls (e.g., work phones,
cell phones, unbillable parties)
CenturyUnk: Page 119 of 125
Sollcltation #COR61453 - Inmate Telephone System & Service
Payment Methods Accepted:
•
•
•
•
•
Credit Card
Debit Card
Cashier's Check
Money Order
Western Union®
West Virginia DIVlslon of Correctlons
Submitted: July 16, 2014
•:•KEY FEATURE•:•
PSPC offers on the spot setup with live assistance for ALL called parties that would
otherwise be blocked from receiving traditional collect calls, with no minimum funding
amount. This is especially important given that cell phone companies do not offer collect
billing arrangements without insisting upon substantial additional charges.
The immediate access to a live agent is unique in the industry. Most other providers route
family members into an automated system or worse yet, attempt to contact them by
separate robo-call or text message. Most others also require minimum funding amounts,
especially over the phone.
While more expensive to operate, our experience shows that live operator setup
significantly Increases account setups and decreases complaints.
5.61. Vendor shall process all refund requests within a reasonable timeframe at no charge to the
account holder. Vendor shall de~nbe its refund process, including timeframe for account
holder to receive refund.
Vendor Response: Read, agreed and will comply.
Refunds are processed to account for remaining prepaid collect account balances and/or debit
account balances at the time of account closure. Refund fees for both types of accounts would
be waived for family members and inmates.
Prepaid Collect Refunds
Prepaid collect account refunds are available almost immediately. To do so, they simply call our
toll-free number and request the refund. If the refund is to be processed to the last credit/debit
card used, the refund is processed immediately-typicallywithin 15 minutes but in no cases
more than 48 hours.
If the refund is not to be processed to a credit/debit card, a physical check is cut to the
consumer within five days. If the consumer does not request a refund within a specified time
period (typically one year), the funds will be handled by an escheatment process. Any refund or
escheatment process would occur in accordance with West Virginia unclaimed property laws.
Debit Refunds
There are several options for debit refunds. Our recommendation would be that a debit refund
instruction sheet be included in the inmate's release packet.
The process that we use at other facilities for debit refunds works extremely well. This process,
in simplified fonn, is:
•
The Agency provides Centurylink with an inmate release list
Centurylink has an automated process that looks at inmate debit accounts
CenturyLink: Page 120 of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
•
•
If the inmate to be released has a balance in their account, that account is closed out
CenturyLink sends the Agency a list of released inmate debit fund balances
Agency adds those fund balances to the inmate's release check
We commit to partner with the Agency to develop an inmate debit refund process that meets
your needs.
5.62. Account expiration or dormant funds policies are not allowed.
Vendor Response: Read, agreed and will comply.
5.63. Vendor's system must provide live customer service via a toll free nmnber on a 2417/365
basis. Live operator must be easily reached within a maximwn of one minute without
lengthy or complicated "press throughs".
Vendor Response: Read, agreed and will comply.
The immediate use of a live agent in ALL cases is unique in the industry. Most other providers
route family members into an automated system, or worse yet, attempt to contact them by
separate automated call-out or text message.
5.64. Vendor shall have call centers located in the Continental United States. Vendor shall
provide a list of all call centers and locations providing end-user customer service.
Vendor Response: Read, agreed and will comply.
All personnel, including all customer service and technical support centers, are located within
the United States. We do not outsource any of our services to International call centers or other
offshore personnel. Live customer service is available 24 hours a days, 365 days a year.
Our call center locations are:
•
1127 Alderson Avenue, Billings, Montana
•
2415 S Austin Ave, Denison, Texas
•
555 Lake Border Drive, Apopka, Florida
•
143 N. Washington St., Rocky Mount, North Carolina
Centuryl.ink: Page 121of125
Solicitation #COR61453 - lrvnateTelephOl\e System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
5.05. OBee eouaeetee. te li-<re 0f!emteF, assisteaee must he eoesisteatly maintainea at a meacimum
ef 9Q seeands. i'\.geney f8serves the right to feEltiot!St amly Fep0rts 1e eRSU!'e eemplianee.
(Deleted per Addendum 7, Q&A #51)
Although this requirement has been deleted, Centurylink notes that our call centers' average
speed of answer has consistently been maintained at between 60 and 70 seconds for the past 6
months. CenturyLink agrees to provide any reports needed by the Agency to ensure quality
service.
5.66. Vendor shall propose a single flat postalized rate, including all rate types, per minute calling
rate (with no surcharge). A di&ee\iRt shema be proposeEl fer f'R'!Jaid an6 aeeit eall:i:Bg.
(single blended rate to be bid in Attachment C - Cost Sheet per Addendum 16). The
Agency does not currently provide debit calling but may choose to do so during this
contract.
Vendor Response: Read, agreed and will comply.
Our proposed rates are provided in a separate sealed envelope, Attachment C - Cost Sheet.
5.67. All billed revenue shall include all completed calls that generate revenue regardless of the
call's classification. Commission must be calculated on the total gross billed revenue
exclusive of taxes and regulatory fees. No promotional or marlreting type calls are allowed.
No calls with commission rates that are less than the commission rates on standard prepaid.
Vendor Response: Read, agreed and will comply.
5.68. All fees, charges or per minute cost of a call must be fully disclosed by the vendor, no other
fees or charges will be allowed.
Vendor Response: Read, agreed and will comply.
Unfortunately, additional surcharges and fees - often describe as "regulatory cost recovery''
fees - are routinely added to consumers' bills without their or the Agency's knowledge.
In other cases, a provider's national default fees (sometimes as much as $10 per prepaid
funding event) are applied because consumers are not properly identified as Agency customers.
We believe this Is a simple matter of integrity, and have completed the audit and system work to
ensure it does not occur
CenturyUnk: Page 122 Of 125
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
•:• CENTURYLINK COMMITIJIENT•!•
100% compliance with the Agency's requirements for rates,
fees, or other surcharges.
We have successfully managed customized fee structures in
all of our state DOC accounts - Including a no-additional-fee
billing program at Kansas DOC since 2007 - and have never
failed a compliance audit.
5.69. All rate increases mandated by a regulatory entity, will be passed through to the contract by
change order, proof of said charges shall be provided by Vendor.
Vendor Response: Read, agreed and will comply.
5. 70. All requests for change orders must be sent to the Agency Central Office, to the attention of
the C.Ontracts Manager.
Vendor Response: Read, agreed and will comply.
5.71 In the event Agency expands an existing facility or opens a new facility, Vendor shall
provide imnate telephone services at the same contract pricing.
Vendor Response: Read, agreed and will comply.
Centurylink: Page 123 of 125
Sollcitation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
ADDITIONAL GENERAL PROVISIONS/AMENDMENTS
(ADDED PER ADDENDUM 16, p. 7)
1. Vendor shall provide a solution for inmates to purchase debit and/or prepaid calling
minutes through the inmate trustee account/software. Our inmate trustee software is
Lockdown, maintained by Tech Friends. Vendor must be able to interface with current
Lockdown software.
Vendor Response: Read, agreed and will comply.
CenturyLink's proposed Enforcer system has a number of existing integrations with
Lockdawn trust software. Further, these integrations are "real-time'', allowing inmates to
purchase calls as they are needed.
Once the inmate passes PIN verification, the ITS will offer the inmate the option to place
a Collect Call or deblt call. If the inmate selects a debit call, the system will then prompt
the inmate to enter the destination number. If this destination number is allowed to be
called by the inmate, the ITS will calculate the maximum oost of this call and
immediately query the Lockdown system to determine if the inmate has sufficient funds
to complete this call.
If the inmate has sufficient funds to allow this call {minimum of 1 minute), the system will
then place a temporary lien on these funds and, once the call is complete. the ITS will
compute the actual cost of the call and communicate this cost to the Lockdown system.
This action tliggers the Lockdown system to decrement the inmate trust account, release
the lien, and confirm the financial transaction to the Enforcer system.
•!•REAL-TIME DEBIT INTERFACE•!•
MORE CONNECTIONS+ EASIER ADMINISTRATION
•
Pay-by-the-call means no separate debit account balance. As a
result, there are no account refunds to administer.
•
No minimum funding amount-inmate only needs 1-minute of funds
at the time s/he wants to make a call
•
No need to wait for commissary to purchase
•
Interface is up and working in a number of other correctional systems.
Centuryllnk: Page 124 of 125
Solicitation #COR61453 • Inmate Telephone System & Service
West Virginia Dfvislon of Corrections
Submitted: July 16, 2014
2. Vendor shall oiler prepaid services purchased by inmates; prepay services purchased
by inmate's family/friends; and collect call services. No fees will be charged by the
Vendor with exception of government mandated taxes and regulatory fees and these
fees will be charged to consumer at a pass-through and no commission will be paid to
the Agency on said taxes and/or fees.
Vendor Response: Read, agreed and will comply.
Compliance with these provisions critically impacts vendors' pricing offers, and we urge
the State to verify all bidders' historic compliance with fee prohibitions in other contracts.
Centurylink has operated a no-fee billing program at the Kansas DOC since 2007
and has never experienced an instance of non-compliance.
3. Vendor shall allow international calls on prepaid only and shall be subject to the same
restrictions and functions, including monitoringfrecordhlg and onsite reporting, as
domestic calls. International calls shall not require any assistance from a third party.
International call rates are not included in the scoring of Vendor's bid.
Vendor Response: Read, agreed and will comply.
4. Vendor shall establish a single, blended rate per minute, inclusive of all
surcharge/connect fees, for all inmate telephone calls to include all local, IntraLata,
InterLata and Interstate calls, while attempting to keep rates lower than current rates
charged for inmate telephone calls. For international calls, the Vendonwill be
permitted to charge the tariffed per minute rate and per call surcharge in effect during
the contract term for each international location.
Vendor Response: Read, agreed and will comply.
Centurylink's cost proposal is contained in Attachment C under separate cover_
5. Vendor shall not increase inmate collect, prepaid or prepay telephone rates for the life
of the contract. In the event inmate telephone rates are modified by any Federal or
State regulations or legislative actions, Vendor agrees to amend said contract rates in
accordance with regulatory directives.
Vendor Response: Readi agreed and will comply.
CenturyLink: Page 125 of 125
Sollcltatlon #COR61453 - Inmate Telephone System & Service
West Virginia Dlvlelon of Corrections
Submitted: July 16, 2014
d/bfa Centurylink
5454 W. 110th Street, Overland Park, KS 66211
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SOLICITATIO~N-NUMBER: COR.61453
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~ ~vi.sinns to my proposal, pJmts JUldJor ~~n, etc.
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Centurylink Public Communications, Inc. d/b/a Centurylink
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Paul Cooper,
General Manager
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The Centurylink Inmate Telephone Solution offers a number of additional features both operational and investigative, allow correctional facilities to achieve efficiencies to
lower costs and provide opportunities to deploy staff for more valuable functions. In this
section, we will provide the Agency with an overview of several of these features.
Using Inmate Telephones to
streamline operations
Medical Info- recordl or
appolntmentl / ate
lnmlltll voice 1111111
/
Conwnlnary Onlerins by Phone
(lndudln1 d9blt phone llme)
PAN MllMPmtlllt (lndudln& mtorney
resletmlclnl
Truon:Balance
Inquiries
We look forward to discussing these technologies that will improve staff efficiency,
simplify inmate communications and operations, and increase connections between
inmates and their friends/family with the Agency.
(1) The Communicator - Paperless Inmate Communications
Through standard IVR data entry and response technology, the Enforcer can be used to deliver
medical information 1o and from inmates. This provides an automated means for inmates to
request appointments and receive responses, all in a single, trackable system. The system's
voice messaging module can also be used, for example, for inmates to describe symptoms to
medical staff.
100% Paperless Grievance Reporting
With our paperless telephone process, inmates can file grievances, make PREA or crime tip
reports, or even file complaints about the Inmate Telephone System - all using secure voice
mailboxes on any standard inmate telephone.
CenturyUnk: Page 1 of 12
Sollcltatlon #COR61453 - Inmate Telephone System & SeNice
West Virginia Division of Corrections
Submitted: July 16, 2014
Depending upon the type of inmate report, the appropriate staff members will be automatically
notified when an inmate files a new grievance. Using text-to-speech technology or traditional
voice messaging, staff can respond to inmate reports via the ITS, and the response will be
delivered to a secure voice mailbox for inmate retrieval.
This Improves the efficiency by reducing labor costs as information passing move away from
traditional paper ordering as staff spends less time collecting and processing medical forms.
Implementation would be a collaborative effort and customized to meet the Agency's
requirements.
(2) The Attendant - Inmate Information Line/Message of the Day
The Inmate Information Line allows inmates to check information such as release dates,
account balances, and other simple information through straightfoiward prompts within the ITS.
Velocity restrictions can also be placed so that inmates are able to call into the IVR no more
than once or twice a day - this was an important learning during a similar installation at South
Carolina DOC several years ago.
Using a voice messaging system, Agency staff can create a "Message of the Day" that is
delivered to inmates via inmate phone during a specified time period. Staff can type the
message into the ITS, and the message is translated to a voice recording using text-to-speech
technology; or staff can use traditional voice recording to record their message. They then enter
the time window (start/stop dates and times) during which the message will be played to
inmates. Any time an inmate picks up any inmate phone during the designated timeframe, they
will hear the Message of the Day before call connection. When the message expires, it is no
longer played to inmates, with no further action necessary from the staff.
The Agency can use the Message of the Day feature to share information with inmates facilitywide. Additionally, with the Agency's permission, Centurylink can create messages to inform
inmates of new product rollouts, facility-approved rate modifications, or other changes to inmate
calling services.
CenturyL/nk Is able to provide these additional services over the ITS due to Its
position as a network provider, which In turns allows us to "over-provision"
the extra bandwidth needed to handle these types of transactions. In addition,
by moving these simple high-volume transactions from the kiosks to the
Inmate phones, kiosks are freed..up for other transactions.
CenturyUnk: Page 2 of 12
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
AJu~endix
2 - Value Added Services
(3) Emergency Autodialer and Disaster Recovery
Centurylink has a very large corporate autodialer system, and is currently utilizing its
capabilities with other inmate facilities. If inmate telephone communications were
interrupted, for example by fire or flood, we can, In very short order provide a prerecorded message to all the friends and family phone numbers on the inmates PAN
lists, or to a select few PAN numbers (attached to an inmate's PAN list)
(4) Commissary Ordering and Management by Phone
We would welcome the opportunity to provide information on commissary ordering over
the inmate telephone as either a complement to or replacement of the existing process.
As a subsidiary of the nation's largest commissary software and supply company,
Centurylink's technology partner ICSolutions has developed the most robust
commissary ordering and processing by phone module available today. The module
offers complete flexibility to the Agency to use the phone system in the way it most
sees fit:
As a complete commissary management tool, including warehousing, purchase
restrictions on a global (no one can purchase more than x items) or individual (diabetic,
indigent) basis, inventory management, picking slips, and P&L reporting.
As an "Electronic Bubble Sheet I Shopping Cart Manager", where inmates enter and
delete items on the phone to be presented to Agency order fulfillment and inventory
systems.
As a simple free "Speed dialn into an Agency-managed automated system for order
entry and control or combinations, such as an Electronic Bubble Sheet that enforces
restrictions prior to order entry. The Enforcer system has existing customers using the
commissary module in all three ways.
Products are given a 4-digit code within the system, thereby allowing 9,999 unique
products to be sold. Laminated product sheets would be installed by Centurylink for
inmates' reference. Once entering the commissary ordering module, simple prompts
would be provided to allow inmates to enter product codes and quantities, as well as the
opportunity to review and modify an order before submitting.
CenturyUnk: Page 3of12
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
-··
, ·gp~ll!J~~:~ ~~-· ya_~ue .Added Service~~--:> -,.--:-. ·_. ·- · -_ ·_ .- ·t~JA:
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(5) Inmate Volcemail
The ITS also offers an easy-to-use voicemail option for friends & family to leave
messages for inmates. The length of the voicemail is configurable and typically set at
30 - 60 seconds, with costs and commissions set in negotiation with the Agency. This
is a useful feature for family members to leave a best time for the inmate to call, or to
communicate news such as a death in the family without the need to contact staff.
Inmate voice mall also maintains security requirements. In order to send a
voicemail, the friend/family member must have an established pre-paid collect account,
which is associated with a phone number. All pre-paid collect accounts, regardless of
funding method, include verified billing name and address information. In addition, the
Enforcer is able to check the phone number on the pre-paid collect account with the
inmate's PAN table to ensure no unauthorized contacts are made through the voicemail
system.
(6) Inmate E-mail
Inmate E-mail is an effective method to reduce staff workload, reduce contraband, and
provide additional revenue for the Agency. The incoming e-mail can be easily and
rapidly scanned by staff, and tools with the system also highlight key works to further
enhance productivity. Once approved, the e-mail can be printed for deliver to the
inmate, or should inmate kiosks be in place, the message can be delivered on that
device. There is also the capability for the inmate to reply to the e-mail; this is done by
the inmate writing on the paper form on which the e-mail was delivered. Bar codes on
the preprinted form send the completed inmate message back to the original sender,
reducing handling time by the staff.
(7) ICER
As also described in 5.37 - Security Features and General Operation - subsection 13,
Centurylink is pleased to offer the Department ICERTM - Inmate Inter-Communication Evaluation
and Reporting system. We are partnering with JLG Technologies, a leading voice biometric
analysis technology company.
After developing its Investigator Pro voice identification and crime investigation system now In
place in 176 correctional facilities throughout the country, JLG furthered its research as a result
of requests from corrections Investigators to develop an automated way of Identifying Inmates
who are illegally communicating with other inmates using the Inmate telephone system. The
result of this research and development effort is ICER.
CenturyUnk: Page 4 of 12
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16. 2014
-·
.
~
~
Added. \Services
....
'-
~-:
The Threat
Inmates have been, and continue to communicate with each other over the telephone systems
that have been provided for their controlled contact with the outside world.
Until now, ITIC (short for lnmate-to·inmate phone communications) has essentially gone
undetected because there was neither practical technology nor uniform networking capability to
Identify such communications. Following are highlights of the ITIC threat:
•
Through a variety of methods, inmates are circumventing the inmate phone system at a
particular facility to communicate with another inmate whether the other Inmate is in a
neighboring POD or in a facility in a different state and using a different inmate phone
system.
Inmates exploit conference bridges, services such as Skype, Google Voice and other
kinds of modem telecommunications technology. In addition, they rely on called parties
to bridge the calls, place three-way calls, or even put two speakerwphones in proximity to
one another, so that inmates can talk to other inmates
•
Until recently, ITIC incidents were only found when accidentally stumbled upon by
correctional staff and Incidents are now known to occur with much wider frequency than
previously known. ICER has already identified more than 1,000 of these events.
•
These ITIC communications have involved criminal activities including coordinating
gang-related murders, drug trafficking, racketeering, ·as well as inmate disturbances at
multiple correctional facilities around the country.
Technology, Cooperation Between Inmate Telephone System providers, and
Participating Nation-Wide Conections Administrations are Joining to Reduce the Threat
Every day we learn from the news about instances of major crimes being solved because of the
increasingly cooperative efforts of state and federal agencies that are now beginning to share
case·crltical data around the US and the world.
In the world of inmate phone calls, we are offering a new technology based on voice biometric
analytics and a dedicated cooperative network provided through a consortium of inmate
telephone system providers• and JLG Technologies.
This combined effort will enable all participating corrections administrations throughout the
country to receive specific and detailed information on a call-by-call basis when their inmates
are using their phone systems to talk to each other - whether the calls are connected between
different inmate telephone systems, between PODs In the same facility, or between Inmates In
facilities from Florida to California.
CentoryUnk: Page 5 of 12
Solicitation #COR51453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
The more agencies that take part in the ICER network and share ICER data, the more ITIC calls
that will get caught in the net and be reported.
• Inmate Telephone System providers who have joined the ICER Consortium to date includes
Sacurus Technologies and CenturyLink. As of 3.25.14, PayTel Communications, ICSolutions,
and GTL (Global Tel*Link) have signed letters of intent to join.
How ICER Works
ICER uses advanced voice analysis technology to generate a "call signature" - a
representation of the call that does not involve any of the original audio - for each completed
inmate telephone call.
Call signatures are then automatically encrypted and transmitted to the central data center at
JLG Technologies headquarters in Framingham, MA for analysis. Because none of the original
audio is used in a call signature, the ICER system is in full compliance with state laws regarding
the transmission of call recordings.
Under normal operations, call signatures are created, transmitted, and received at the data
center within seconds of each completed call. Upon arrival, the call signature is immediately
analyzed and checked against other call signatures.
If an ITIC event is detected, it is logged in the ICER system database and investigators from the
participating corrections administration are automatically alerted via email to log Into the ICER
system for the detailed report.
To protect certain elements of Inmate data from being displayed to participating agencies, online consent by both parties must be gained before details of the full report are made available.
The ICER system doesn't require correctional facilities to transmit audio files and each agency
is always in complete control of the level of sensitivity of any data transferred.
Centurylink: Page 6of12
Solicitation #COR61453- Inmate Telephone System & S8fVlce
West Virginia Division of Corrections
Submitted: July 16, 2014
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ICER Event Report
Event ldentmed On: Mar 11; 2014
10:14 pm (EDT)
/'II lnm~telnter-t.ommu11icatiansE11ootl'.as heen lfeteei«i ir.•.'IJ"hfdlg Bil inma:tHt yaur 1ildll,y.
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The above is a sample report showing data which Investigators in two participating agencies will
see once mutual viewing acceptance is granted.
Until mutual viewing acceptance is granted, investigators will only be able to see inmate call
data for their own facility (either the right or left sides of the report) plus limited data on the
inmate from the other facility. Where inmates are calling each other within their own facility (not
shown), all data for both inmates will be displayed automatically.
While we view ICER as a significant contribution to detecting inmate inter-facility
communication, participation of your administration and facility Is voluntary and will be provided
at no cost to your facility. The cost of this technology is born by the consortium of inmate
telephone providers and JLG Technologies. We would be pleased to discuss ICER further with
the Agency during contract discussions.
Centurylink: Page 7 of 12
Solicitation #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
- . . . . ~ ...~ Y"'".
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We have included a copy of the user's license that would grant permission to the Agency to
participate in the nationwide ICER operations at the end of Appendix 2 - Value Added Services.
The only prerequisite is completion of the attached JLG Technologies standard license form
contained herein.
Where the ICER Network is Currently Operating?
ICER is currently operational In these states: CA, NH, FL, KS, and MD. Upon completion of the
license agreement, the Agency's facilities will automatically be added to the network.
Customer Correctional Agencies Participating in the ICER ITIC Program:
~
Kansas Department of Corrections (Centurylink is contract holder)
•
New Hampshire Department of Corrections (ICSolutions is contract holder)
ICER™- is a registered trademark of JLG Technologies
centuryUnk: Page 8 of 12
Solldtatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
~
***'********·--·-·---····-JLG END USER ICER SOFTWARE UCENSE AGREEMENT
THIS IS THE EXCLUSIVE LEGAL AGREEMENT BE1WEEN YOU AND THE LICENSOR OF THIS
SOFTWARE. THIS AGREEMENT GOVERNS YOUR USE OF THIS SOFTWARE. CAREFULLY READ
THIS AGREEMENT BEFORE YOU INSTALL OR USE THIS SOFTWARE. BY INSTALUNG OR
USING THIS SOFlWARE YOU ARE AGREEING TO BE BOUND BY THIS AGREEMENT. YOU
HAVE THE OPTlON OF ACCEPnNG OR NOT ACCEPnNG THE TERMS AND CONDMONS OF
THIS AGREEMENT. IF YOU DO NOT AGREE WITH THE TERMS AND CONDmONS OF THIS
AGREEMENT YOU MAY NOT INSTALL OR USE THIS SOFTWARE.
END-USER LICENSE AGREEMENT
This End-User License Agreement C-Agreement'') is the sole and exdusive agreement between you
(herein after "You" or "Your") and JLG ICER Technologies, U.C, its suppliers, and licensors (collectively
referred to as "Licensorn). You agree and covenant to the following terms and conditions:
1. License Grant: Subject to Your continued compliance with this Agreement, Licensor grants You a
personal, single user, non-transferable, non-exclusive, revocable license to use, install, store, load,
execute, and display the Ucensor's software, lncludlng software fixes, paoches, new releases,
upgrades, new versions, enhancements and/or portions thereof, In binary code fonn only, and the
accompanying documentation, If any, (collectively the "ICER Software"), for You solely as a slngle
user. You may make one (1) copy of the ICER Software solely for backup or archlval purposes
provided you reproduce and include all ICER Software copyright and other proprietary legends. You
shall only use the ICER Software strictly in support of Your internal business operations and to
process Your own data.
You shall mzt (a) subllcense, assign or transfer the ICER Software or any right or obligation under this
Agreement, (b) copy or distribute the ICER Software, except as pennlttecl above for archival
purposes, (c) rent, loan, lease or otherwise transfer any right to the ICER Software, (d) translate,
reverse engineer, decompile or disassemble or otherwise alb!r the ICER Software (except tD the
extent, when required by law, and then only to the minimum extent required by law) or (e) disbibute
(dlrectly or Indirectly) any copy of the ICER Software, In whole or in part, or any direct product
thereof tD any country, entity, or destination prohibited by the United States Government.
2. Term: This Agreement remains effective until terminated. You may terminate this Agreement at
any time by destroying the JCER Software, Including all copies. This Agreement shall automatically
terminate, without notioa, if at any time you fall to comply with all of the terms and conditions of this
Agreement. Upon termination for any reason, You shall promptly destroy the ICER software and all
copies or portions thereof In any form and delete au electronlc copies.
3.
OWnershlp and COnfidentlality: The ICER Soft.ware is and shall remain the sole and exclusive
property of the Lic.ensor and/or its suppliers and is protected by United States copyright laws and
International treaty provisions. All data generated by the ICER Software and never displayed or
presented to You through nonnal use including, but not limited to, inmate intercommunication
evaluations and to report call signature comparisons rICER Events"), debugging data, data for new
development, data for testing, data produced as an intermediate step of computation, data produced
for cache/performance optimization, statistics, voice models, electronic files, analysis, analyzed data,
data structures, and algorithms (collectively referred to as "Internal Dataj is and shall remain the
sole property of Licensor. Viewable output data generated by the ICER Software expressly including
user action audit data, suspicious scores, detection scores, mnfidence scores, voice scores, model
smres, voice capture scores, re-scoring, statistical computations, subsets, mathematical and other
Centurylink: Page 9 of 12
Solicitation #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
transformations, ranking of data, system generated rankings, system generated scores, system
generated indexes, call event activity detections i.e. such as voice change events, Including any
subsets derivatives, or graphical representations of the foregoing (collectively referred to as "Output
Results") is and shall remain the sole property of Licensor. Together the Internal Data and Output
Results are referred to as "Proprietary Data". For the duration of this Agreement, Licensor grants
You an internal use (except as otherwise expressly set forth below), royalty-free, non-exdusive, nonassignable, non-transferable license to use the Output Results (but, not the Internal Data) as
required in the operation of your business including, without limitation, sharing the Output Results
with external law enforcement and related government agencies on an as needed basis. It Is an
express condition of this Agreement that title to, ownership of, and all rights in patents, copyrights,
trade secrets and any and all other intellectual property rights in and to the ICER Software and
Proprietary Data, including any copy or part thereof, is and shall remain in the Ucensor and/or its
suppliers. Licensor reserves the right, at Is sole option, to modify, update, revise, or discontinue the
ICER Software or any portion thereof. You shall not remove, destroy or obscure any proprietary,
trademark or copyright markings or confidentiality legends placed upon or contained on or within the
ICER Software or any related materials.
You warrant that You shall preserve all of Licensor's proprietary and confidential information and data
("Confidential Information") in strict confidence until such time, if ever, the Confidential Infonnatlon
is made publicly available other than through Your breach of Your obligation of confidentiality.
Licensor's Confidential Infonnation shall indude, without limitation, the ICER Software, Proprietary
Data, voice recordings, license pricing, service prices, purchase orders, trade secrets, dlsooveries,
processes, ideas, discoveries, future products, and the terms and conditions of this Agreement.
4. Terms Governed by Contract with Suppller: You agree and acknowledge that additional terms
and conditions including, but not limited to, support, service, fees, and payment terms may be
governed by one or more separate agreements between You and the supplier of the ICER Software,
other software, computer system, and/or computer network. You further agree and acknowledge
Licensor is not a party to any other such agreement. In the event of a dispute between You and any
such supplier, You agree to look solely to the supplier for relief. In no event shall Licensor be
responsible for or lna.ir any liability for any claim, dispute or lawsuit related to or resulting from any
agreement or contract between You and any supplier or other third party.
5. Warranty: YOU ACKNOWLEDGE THAT lllE ICER SOFTWARE IS SUBJECT TO FALSE POSITIVE AND
FALSE NEGATIVE READINGS. YOU ACKNOWLEDGE AND AGREE THAT THE OCCURRENCE OF SUCH
FALSE POSITIVES AND FALSE NEGATIVES ARE NOT A FAILURE IN lllE SYSTEM AND DO NOT
CONSlTIUTE A BREACH OF WARRANTI'.THE SOFTWARE IS PROVIDED "AS IS." UCENSOR MAKES
NO REPRESENTATION OR WARRANTY TO YOU OF ANY KIND CONCERNING THE SOFTWARE,
EXPRESS OR IMPUED, INCLUDING, WITHOUT LIMITATION, ANY WARAAf'ITY OF
MERCHANTABILITY, FITNESS FOR A PARTiaJLAR PURPOSE OR NONINFRINGEMENT. LICENSOR
DOES NOT WARRANT THAT lliE ICER SOFTWARE IS ERROR-FREE, WILL OPERATE WITHOUT
INTERRUPTION OR IS COMPATIBLE WITH ALL EQUIPMENT AND SOFTWARE CONFIGURATIONS. IN
NO EVENT SHALL UCENSOR OR ITS SUPPUERS BE RESPONSIBLE OR UABLE FOR ANY PROBLEM
OR ERROR CAUSED BY OR TO COMPUTER HARDWARE, NETWORK, APPUCATION ICER SOFTWARE
OR OPERATING SYSTEM SOFTWARE. YOU EXPRESSLY Aa<NOWLEDGE THE SOFTWARE IS
PROVIDED "AS IS" AND YOU ASSUME THE SOLE RESPONSIBIL..IlY FOR DETERMINING WHETHER
OR NOT TO INSTALL OR USE THE SOFTWARE.
6. Undocumented Features: The ICER Software Includes certain features and functionality, which
may not be described in the ICER software such as, but not limited to, software lock and metering
code, which is designed to prevent authorized or excessive use of the ICER Software. You are
hereby put on notice that Your use of the ICER Software will be monitored. Licensor does not
warrant or represent that the operation of monitoring ~ture or any other ICER Software feature,
Centurylink: Page 10of12
Sollcltatlon #COR61453 - Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2014
functionality or utility is error free. If You have any questions or concerns regarding the software
lock, metering code, or any other ICER Software feature or capability It is Your sole responsibility to
direct any such question or concern to owner or manager of Your computer system{s). Licensor
reserves the right to add, modify, and/or remove features, functionality, and utilities to the ICER
Software from time-to-time, without notice to You. For ICER Software upgrades which signlflcantty
affect the user interface Licensor will provide You reasonable prior notice.
7. Umltatfon of Uablllty:
YOU UNCONDmONALLY AGREE THAT IN NO EVEITT SHALL THE
AGGREGATE LIABILITY OF LICENSOR, ITS MEMBERS, MANAGERS, DIRECTORS, OFFICERS,
EMPLOYEES, LICENSEES, DISTRIBlITORS, OR SUPPLIERS EXCEED $100.00, PRORATED OVER llfREE
YEARS BEGINNING FROM THE DATE YOU PAID THE LICENSE FEE, FOR THE PERIOD GMNG RISE
TO ANY CLAIM. YOU SHALL NOT USE THE SOFTWARE IN ANY CASE WHERE SIGNIFICANT DAMAGE
OR INJURY TO PERSON, PROPERlY OR BUSINESS MAY OCQJR IF ANY ERROR OCaJRS. YOU
EXPRESSLY ASSUME ALL RISK FOR SUCH USE.
8. Exduslon of Damages: YOU UNCONDmONAU.Y AGREE THAT IN NOEVENT SHALL UCENSOR,
ITS MEMBERS, MANAGERS, DIRECTORS, OFFICERS, EMPLOYEES, LICENSEES, DISTRIBUTORS, OR
SUPPUERS BE UABLE FOR INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CDNSEQUENTIAL
DAMAGES, INCLUDING, WITHOUT LlMITATION, LOSS OF INCOME, PROFITS, DATA, USE OR
INFORMATION, ARISING FROM BREACH OF WARRANTY, BREAOi OF CONTRACT, NEGUGENCE OR
ANY OTHER LEGAL THEORY, EVEN IF ADVISED OF OR HAVE REASON TO KNOW OF THE
POSSIBIUTY OF
DAMAGES.
sum
9.
Governing Law: The validity, construction, and performance of this Agreement shall be governed
by the laws of the Commonwealth of Massachusetts, exduslve of its rules regarding conflicts of law.
You unconditionally and irrevocably agree any legal action, proceeding or controversy with respect to
this Agreement shall be brought in Massachusetts and such courts shall have exclusive jurisdiction
and consent to personal jurisdiction exclusively In Massachusetts. English shall be the governing
language of this Agreement. Section headings are Intended for convenience only and shall not to be
used to interpret this Agreement. Any dispute, dalm or cause of action You belleve You may have
against Licensor must be flied in the appropriate court In Massachusetts within one (1) year of the
event giving rise to any such action or You uncondltlonally agree You are forever barred from bring
any such action. In the event You file or bring any clalm against Licensor that is Inconsistent or
oontrary to this Agreement, Licensor shall have the right to recover all attorneys fees and costs
(indudlng In-house attorneys fees). You and Licensor waive all rights to a jury trial.
10. Voice Recordings: You agree and acknowledge that by using the ICER Software, U~sor will have
access to Your voice recordings. You own the voice recordings. You expressly and uncondltlonally
grant Licensor a perpetual, Irrevocable, royalty-free, non-exclusive right to use, install, stnre, load,
execute, copy, non-publicly display, aeate derivative work.s, manipulate, and otherwise utilize, any
and all of Your voice recordings created as a result of Your use of the ICER Software. Licensor wm
not copy or remove Your voice recordings from any of Your computer systems, except in the
performance of services provided by Licensor to You under this Agreement without Your consent.
Licensor shall have the right to utilize Your voice recording for software development, product
testing, or for any other purpose as determined solely by Licensor other .than product
demonstrations. Some jurisdictions may provide certain privacy, confldentrallty or other rights or laws
regarding voice recordings and all such recordings shall remain subject to such laws. You expressly
covenant that your use of the ICER Software Is subject to You, now and forever, uncondltfonally
waiving any and all such rights, including without limitation, any and all results relating to voice
recordings processed or analyzed by the ICER Software. You are solely responsible, now and forever,
for verifying Your use of the ICER Software and Licensor's use of Your voice recordings Is not in
violation of any law or regulation in Your jurisdiction.
CenturyLlnk: Page 11 of 12
Solicllallon #COR61453- Inmate Telephone System & Service
West Virginia Division of Corrections
Submitted: July 16, 2.014
11. General Terms: This Agreement is the complete and exclusive agreement between You and
Uc:ensor regarding this subject matter and supersedes all prior agreements and all communications,
whether written or oral, between the parties. This Agreement may only be amended, changed, or
revised by a written agreement signed by a duly authorized representative of Licensor and·
acknowledged by You. No third party, indudlng but not limited to, any supplier, distributor, sales
representative, service pro\tider, or government employee has the authority to modify, alter or
otherwise revise this Agreement on behalf of Ucensor. You agree to Indemnify, defend, and hold
Licensor and Supplier harmless for any and all claims and/or liabilities arising from or related to this
Agreement unless You are prohibited from providing such indemnification by a pre-existing
contractual obligation. Any waiver of a vlolatlon or failure to enforce any provision of this Agreement
by Licensor shall not consHtute a waiver of any Licensor right. All terms and conditions of this
Agreement are severable. If any term or provision, or any portion thereof, of this Agreement is held
to be invalid, Illegal or unenforceable, the remaining portions shall not be affected. Sections 3
through 12 of this Agreement shall survive the expiration or termination of this Agreement. You
agree to comply with all applicable laws and regulations. The export and re-export of the ICER
Software is subject to appllcable U.S. export regulatlons, and other applicable laws and regulations
and shall be Your sole responsibility.
YOU ACKNOWLEDGE THAT YOU HAVE READ THIS AGREEMENT, UNDERSTAND IT, AND
AGREE TO BE BOUND BY ns TERMS AND CONDMONS.
I Accept
I Do not accept
CenturyUnk: Page 12of12
Sollcltatlon #COR61453 ·Inmate Telephone System & Service
West Virgl11ia Division of Corrections
Submitted: July 16, 2014
Exemption 1
Simultaneous call detection addresses the increasing issue of call merging, which is not
detectable with traditional three-way de1ection methods (there is no silence, line energy, or
DTMF tones to detect). An example of this is the ~merge call" feature on iPhones.
To combat this problem, the Enforcer checks for a current active connection to the same
number during call setup. If another active connection is detected, the system is able to block
the second call before dialing out, notifying the inmate that "this call cannot be completed at this
time".
The system will count all current connections to a number to let authorized users know how
many inmates were connected on the same call.
All numbers in the Global Numbers table {e.g. attorneys} are exempt from this feature by
default, but can be included if desired. Most customers, however, want to allow these calls and
mark them for investigative purposes.
This feature !s targeted for completion in 3rd quarter 2014.
Page 1
Exemption 2
#1 - Call Validation
The first line of defense occurs at call validation - this is the typical approach we understand is
taken by providers who provide call forwarding detection. 1 Centurylink has identified specific
operating carriers (that we identify by their Operating Company Numbers "OCNs"} known to
primarily provlde, or are primarily used by call forwarding services such as Vumber, Google
Voice, Conscallhome. etc.
Combined with our knowledge of these services' updating rules for the Line Information
Database (LIDB) unique billing name and address verification (BNA) process for prepaid collect
customers, this information provides rules-based methods for blocking call forwarding services.
Note: blocking of any telephone numbers must occur in partnership with the Agency as /aw
enforcement; although we believe some providers do block without explicit consent of I direction
from law enforcement this policy risks adverse action by the Federal Communications
Commission.
#2 - Network querying
The second line occurs through querying network information. The Public Switched Telephone
Network {PSTN) utilizes the Signaling System Number# 7 (SS7) protocol for interoffice
signaling. The primary function of 557 is to provide call control, remote network management,
and maintenance capabilities for the inter-office telephone network. SS7 performs these
functions by exchanging control messages between SS7 telephone exchanges (signaling points
or SPs) and SS7 signaling transfer points (STPs). ln this scenario, the terminating exchange
would pass a message to the originating exchange that the terminating number was forwarded
to another destination.
A similar message exists in a SIP-enabled telephony network. Message Type 181 indicates
that the call is being forwarded and this message can be returned to the origination carrier.
However, with the increasing shift from TDM to IP network interconnections for the termination
of voice traffic, the signaling that previously alerted a network that a call is being forwarded is
being received by the originating party with less frequency. Proper ISUP to SIP mapping must
be enforced at the point of conversion from $$7 signaling to SIP signaling in order for a Voice
over IP trunk connection to reliably receive 181 SIP messages indicating a forwarded call.
Below is the mapping that must take place:
ISUP event code
4 Call forward; line busy
5 Call forward; no reply
6 Call forward; unconditional
SIP response
181 Call is being forwarded
181 Call is being forwarded
181 Call is being forwarded
1
Some providers check billing address against the called party number at the time a prepaid collect
account is established (all call forwarding services require use of prepaid collect billing). Centurylink
does not take this approach due to the risk of human error and potential need to refund accounts.
Page2
While certain carriers adhere to the above mapping rules, it is not universal across all carriers
and as such the receipt of 181 messaging would require a call termination plan that only routes
calls through carriers that are verified as SIP 181 compliant. Additionally, not all terminating
switches are capable of supporting the ISUP to SIP message mapping and as such full
coverage will be difficult to achieve. SIP by itsert does not define the rules or features; rather, its
focus is call-setup and signaling.
Once these 181 messages are received by the IPS, [t can interpret and trigger appropriate
events in the platform. Based on defined and implemented business rules the System can be
configured to take the below action when Message Type 181 is returned from the SIP network.
•
Allow the call to continue and make a notation on the call record
•
Allow the call to continue, make a notation on the call record and send an alert to a
designated Agency staff member
•
Notify the inmate and disconnect the call, making a notation on the call record
•
Disconnect the call and make a notation on the call record
Page3
Exemption 3
West Virginia Division of
Corrections
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Revenue Report
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Revenue Summary Report
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Station Group Report
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17
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Volume Users Report
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20
West Virginia Department of Corrections I Centurylin
I
ask Name
Contract Awarded
2
Estimated start date
Conference call between Centuryl.ink personnel and WV personnel to Verify Critical RFP
3
Duration
Start
r
68.25days
Mon 8111
1 day
Mon 8.111
0.24days
Wed8113
10 mlns
Wed 8113
Data
4
@I
WV Contact Names, Titles, and
Phone Numbers
5
Verify Physical Addresses of All Facilities and Shipplng/Dellvery Policies
5 mlns
W~8/1l
e
Verify phone location and phone ciount
5mins
7
8
9
10
Breakdown.Of traffic (lOcal
Verify rate lntOrmatlon.
5mins
wild 8113
weii8113
Wed si13
Scheduling COnstralnts {beginning and end dates, site priorities and constraints)
5mlns
Wed 8113
PIN/PAN us8ge and.format
5mlns
Wed8113
1·0 mins'
Wedai1l
10 mlns
5 mins
5mi·n8
Wed8/1.3J
versus LO, collect verSUS debit Versus prepaid)
5mlns
Discuss training anci Who needs 1rBined
Connectivity and Who needs
to the System
11
aecess
12
Al!Owec:t caffing duration .
sYstem oii anc:i °Off Times
13
14
15
Desired Quantity and Loeation of new Phones
ExiStlrig V..Ork8taiiori - i0· be 1r1tertace<l with ·EnfOrcer piatfonn (quantity and location)
16
17
wv data file!! (bioCked. free niJmb8rs, speed dial number5, privllegad can list, etc)
Sch8dule and co0rdin8te access for the Site Surveys
setieduied work°hOurs·and discUSs dates not.allowed in fiidlitiea
Identity si:>ecific site names to be announced .ciiJrifig can ·
18
19
20
21
sue stamy· ··-.. ·
5mlns
Wed8/13J
Wed 8/1Jj
5mins
Wed8113J
10 mlns
10mlmi,
M... ·• ·· ··• ··
ceriiu'rYLink's iniplanieniatton taalm Wall complete a d9ia118d·1'1spect1on and develop a
22
Wect 8/13'
Wed8113i
10 rriin$
Wed 81131
Wed 8/13i
5 in1n5
w8d 8/13i
5.72days
Moil 8118'
5.12c1ays
Mon &118J
1.5 hrs
Moo 8118/
Inventory llst of equipment, phones, enclosures, pedestals, cabling, wiring, material,
etc. that wlll need to be ordered. Wiii note any repairs or hazards.
23
Martin&burg carrectiorla1Center.31 Grapevine Rd. Martinsburg. 120 Inmates
24
approx 1
25
PnmtYtOwri Corr.ctiOilal c&nter. R14, Box 49A. Grafton • 319 lnmaiea
approx 36 mites - 51 mins to lndusbial
Salem
Center .:.1 Industrial Blvd. Industrial • 400 Inmates
Approx 97" miles - 1 hr 48 mins to Huttonsville
n mlies - 3 hrs 4 mlns to.Grafton
26
27
~
28
29
~
3·1
32
0.25 hrs
1 hr
Woi-k camp: HUttonSVtlle ~- us Rt. 2so South • HuttonsvtUe • 86 Inmates
aw·rox si .ini1a8 ~ ·1 iir 16 mins to ti111Sborci
approx 39 miles - 52 mins to White Sulpher Springs
35
Anthony Comcti0nal Canter· HC 70, Box N-1, WhHe Sulphur Springs - ·220
Inmates
36
approx 58 mlles • 56 miris to Beckley
37
aeCkleyCorrectlonai"<:enter-111 S~ Eisenhower Drive, BeCkley-137 Inmates
38
approx 46 ni1i8s - 1 hr 3 mlns to Mount Olive
Ta~
Critical Task
Progress
r-e-=tf"•mws:aew
Tue8119/
rue8i19i
1.5 hrS
Milestone
~
Summary
c:
Rolled Up Task
Tue 8119/
Tue 8119/
Tue.ai19/
2.5 his
Drive io Weik cBmp
34
Mon 8118/
2 hrs
HUttonSVilla C0rreCti0nal center· 1238 Fifth Avenue • Huttonsvllle • 1138 Inmates
Denmar Coinct1onal Canter ~HC 64-Box 125- Hiiisboro. 216 lnmal9S
Date: Sat 7/12/14
2 hni
1 hr
2hrs
·comidlonai
33
Project West Virginia
Mon 8/181
Mon 81181
3.25 hrs
1.5 hrs
Tueai191
WedSnO/
1 hr
Wed Sr.!Oi
1.5 hrs
Wed B/20I
1 hr
1.5 hrs
Wed8i20/
Wed8/2rif
1.25 hrs
Wed812CJ/'
Rolled
...,
---·-·~·1
RoUed
Rolled
ID
109
110
111
0
!!!
.
~
!}'!
ask Name
West Virginia Department of Corrections I Centurylin•
Duration
I Start
Northern Correctional Faclllty-112 Northem Regional Correctional Drive Moundavllle • 253 Inmates • Team 2
2 days
Fri 10/31/1
approx 11 mlles - 17 mlns lo Wheeling
0.5 hrs
Mon 1113/1
Ohio County Correctional Complex • 1501 Eoff Streat - Wheeling • 86 Inmates - Team
2days
Tue 11/411
22.78days
Mon 10/611
2
System Configuration, Testing and Cutover of the WV Facilities
112
113
NetMirk Testing (verify facllltles available and working, Internet access wori<lng, and IP
address assignment)
10 mins
Mon 10/611
114
Convert and Load Data Files Into New Platforms • PINS, PANS, globally allowed numbers,
globally denied numbers, local calling areas, rate tables
10 mlns
Mon 101611
115
Configure Software In New ITS Platform - System Prompts, 3 way detect/disconnect, system
on/off times, remote alert numbers, trunking selection and priorities by call type, validation
30mins
Mon 10/611
10 mins
Mon 10/6/1
cache time frame.
116
Identify system users and assign user names/paSS\Wrds and roles
117
System Testing
118
Cutover ot System
119
ld8ntify eadi phone and verify parts
120
System Checks
121
on-Site Training - Will verify Users can sign on and provide basic information
122
Martinsburg Correctional Canter· 38 Grapevine Rd· Martinsburg • 120 Inmates·
Team1
123
124
125
~
~
lllil
approx 177 miles - 3 hrs 4 mins to Grafton
Pruntytown Correctional Center - Rt 4,
approx 36 miles - 51 mlns
Box 49A- Grafton - 389 lnmiates • Team 1
to Industrial
126
~
Satem.CorrKuonal Center·· 7 lndustriat Blvd· lnduatrlal-400 Inmates-Team 1
127
~
Approx 97 miles - 1 hr 48 mlns to Huttonsville
Smlns
Mon 10/611
30mins
Mon 101611
2 hrs
Moo 10/611
10 mlns
Moo 1ot611
1 hr
Mon 10/611
Moo 10/611
2days
3.25 hrs
Tue 101711
4days
Wed 1018/1
1 hr
Mon 10i13/1
3 days.
Tue 10/14i1
2 hrs
5 days
Thu 10116/1
128
tf!J
129
[!J
Drive to Wotk Csmp
2 hrs
Fri 10/2411
130
~
Work Camp - HUttonsvllle • US Rt. 2sci South • HultonSvllla - 66 Inmates - Team 1
2days
Fri 10/2411
131
~
approx 57 miles· 1 hr 16 mins
1:s hrs
3days
Mon 10/27/1
Tue 1·0/2811
132
133
Huttonsville ComJCtlonal Center - 123& Fifth Avenue • Huttonsville • 1136 Inmates Team1
to Hillsboro
~
Denmar CorractfonaJ Center ·HC 114-Box 125 • Hiiisboro • 216 Inmates· Team 1
~
..pprox 39 miles - 52 min$ to White Sulpher Springs
134
·~
~·.
Anthony Correctional Canter • HC 70, Box N-1, Whtte Sulphur Springs • 220 Inmates •
Team1
135
~
approx 58 miles • 56 mlns lo Beckley
136
~
Becicley.Corractlonai Center-111 S. Eisenhower Drive, Beckley-137 Inmates-Team
1 hr
Thu 10/30/1
2days
Fri 10/3111
1 hr
MOn 11.ra11
2days
Tue 11/411
5.5 days
Mon 101611
1
Mt Ollve Corrac:Uonal Complex· 1 MountalnSlda Way, Mt Oliva· 1071 Inmates - Team
137
Fri 10/17/1
2
138
@.i
139
140
~
Drive to wor1< camp oulslde fence - 5 mlns
0.25 hrs
Mon 10113i1
Slayton Work Cmnp • 1 Mountainside Way, Mt Olive • 50 Inmates· Team 2
1.5days
Mon 10/1311
1 hr
Tue 1oi14/1
approx 36 miles - 50 mins to Charleston
Project: Wast Virginia
Date: Sat 7/12114
Task
f.!;.~, · ,1~.:;1'1~:].:•.~:··~'.:!.&.'.fa~
Miiestone
Rolled l
Critical Task
Gii'<:;,~;j~~;I/,"iZQ
Summary
Rolled Up Task
Roled l
Progress
_______
...._......,.~,,.
Rolled l
West Virginia Department of Corrections I Centurylinl
ID
0
1--~+=-.=--'"-askNam_e~~~~~~~~~~~~~~~~~~~~~~~~~~~-'-j
141
@I.
Charleston Correctional Canter - 607 Brooks Street, Charleston • 68 lnm ates • Team 2
142
143
~
~
approx 53 miles - 54 mlns to Huntington
144 ~
'"
145
~·
147
Wed 10/15/'
1 hr
Fri 10/17;·
2 da)'S
Fri 10/17/'
1.5 hrs
Tue 10/21/'
Lakin cOrrectlonal Center· Wast Columbla • 455 Inmates - Team 2
3days
Tue 10/21/'
Parkersburg
1 hr
Fri 10/24/'
2days
'i=ri 10/241·
approx 25 miles - 30 mlns to St Mary's
0.5 hrs
Tue 10/28/'
St Mary's Correctlonal Centar • 2Bao N. Pleasants Highway· 554 lnmatH • r ..rn 2
3days
Tue 10/28/1
·lean 2
14&
150 ~
1.51
2 deys
Huntington Work Release Center - Huntington· 68 Inmates - Team 2
PmbnsbUrg Correctlonai center ~ 225 Holiday Hiiis Driver • Parkersburg • 3ci Inmates
iE!
\
approx 54 mlles - 1 hr 15 mlns to West Columbia
approx 43 ·mnes - 54 mlns to
146 ~
Start
Duration
1.25 hrs
approx 55.miles - 1 hr 9 mlns lo Moundsville
i!]
Fri
10/31/~
Northern ·cOiractlonal Facility.•· t 12 Northem Regional Corrvctional Drive •
Moundavllle • 253 Inmates - Temn 2
2days
Fri 1001/1
approx 11 mnes-17 mlns to Wheeling
0.5 hrs
Tue 11/411
Ohio Coe.inty CorNlctlonal Complex. 1501 Eoff Strfft. Wheeling. ei Inmates -Team
2days
Tue 11/4/i
2
1511
lij5
1~!f
0.25 days
Tbu 11/1311
Site Administrator Training
1 hr
Thu 11/1311
Site Investigators Training
1 hr
Thu 11/1311
Phase Ill Training
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
T~.sk
Project: West Virginia
Date: Sat 7/12/14
:3~fa~ii!i§i~;./:t;.~2!/!
Miiestone
RoRed l
Critical Task
Summary
Rolled l
Progress
Rolled Up Task
Rolled l
West Vlll'glnla Dlvl!
lnmall
Commission Statament
October 2014
Commll•IOn ~;
Tomt~slon:
•
0.1%
7.32
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Yll'D Suml'l'lill
NOTE: l'lJJOOenl Btt1 IHU81r118w only and are not ln1encled ID reflect adua1 wlumes
76005
78285
81325
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CenturyLink ·
West Virginia Divis
Monthly R
October 2014
Contract
3
3
3·
3
3
3
3
3
3
3
3
3
3
3
3
3
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3
3
3
3
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3
3
3
3
3
Facility
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsvllle Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Huttonsville Correctional Center
Bill Type
DEBIT
DEBIT
DEBIT
DEBIT
DEBIT
DEBIT
COLLECT
COLLECT
COLLECT
COLLECT
PREPAID
PREPAID
PREPAID
PREPAID
PREPAID
DEBIT
DEBIT
DEBIT
DEBIT
DEBIT
DEBIT
COLLECT
COLLECT
COLLECT
COLLECT
COLLECT
PREPAID
PREPAID
PREPAID
PREPAID
PREPAID
DEBIT
DEBIT
DEBIT
DEBIT
DEBIT
DEBIT
Call Type
INTERLATA INTERSTAT
INTERLATA INTRASTAT
INTRALATAINTERSTAT
INTRALATA INTRASTAT
LOCAL METERED
INTRACELL
INTERLATA INTERSTAT
INTERLATAINTRASTAT
INTRALATA INTRASTAT
LOCAL METERED
INTERLATA INTERSTAT
INTERLATA INTRASTAT
INTRALATA INTRASTAT
LOCAL METERED
INTRACELL
INTERLATA INTERSTAT
INTERLATA INTRASTAT
INTERNATIONAL
INTRALATA INTRASTAT
LOCAL METERED
INTRACELL
INTERLATA INTERSTATI
INTERLATA INTRASTATI
INTRALATA INTERSTATI
INTRALATA INTRASTATI
LOCAL METERED
INTERLATA INTERSTATI
INTERLATA INTRASTATI
INTRALATA INTRASTATI
LOCAL METERED
INTRACELL
HAWAII
INTERLATA INTERSTATI
INTERLATA INTRASTATE
INTERNATIONAL
INTRALATA INTERSTATE
INTRALATA INTRASTATE
West Virginia Ohl
Collect
Comnaalon statement
October 2014
Co111111lnlon Percentage;
TC1alCGm111. . . .;
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H<rtlontMlo eon.ot- CeH-CotndlonalCerar
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203
204
20ll
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1'
2D7
208
209
210
211
212
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1
AITACHMENT C - Cost Sheet- Revised by Addendum #16
COR61453 - Inmate Telephone System
Vendors must submit an itemized cost proposal as identified below. The Agency will evaluate the proposed costs
and apply the evaluation formula to determine the relative score. Proposals must include sufficient, detailed information
to support the offered costs.
Vendor shall quote a blended rate for all local, IntraLata, and lnterLata calls that includes collect, prepaid/debit, or
prepay, with all call rates remaining consistent during any time of the day or day of the week. Interstate call rates
shall be quoted separately.
The Agency understands that the rates shown below are exclusive of Federal. State. Local Taxes, Tariffs and
Regulatmy Fees. It is understood that these taxes/fees will be charged as a pass-through from the taxing/regulating
agency to the called party and that no commission shall be paid on these taxes/fees.
Centurylink has read, understands, and will ci>mply with all cost requirements.
Centurylink extends two offers to the State - one that offers pre-call verification and one that offers continuous
analysis. These are described und~r #1 - "PCV" and #2- "Continuousa, respectively, in our response to
5.37.13.
In our experience. these rates - which would be the lowest in the country - would allow inmates and their
family members unprecedented access to affordable communications. In fact, we forecast that call volume
would. more than bi pie under our proposed rate structure.
Both offers contain features that include, but are not limited to:
•
A low blended per-minute rate that does not vary by call type - intra- or inter-state.
•
Collect, prepaid, and debit calling, including interface with DOC's Lockdown software to enable debit
calling.
•
A full-featured investigative and operational suite (primarily described in 5.37), including visual link
analysis, call pattern analysis, enhanced reverse lookup and BNA, and much more.
Also very important:
•
100% compliance with DOC's requirements not to cham e bllllng, transaction. or other ancillary
f!!!:.
•
Only government-MANDATED taxes and re gulatory fees will be charged to end-users at a passthrough. with these amounts timely remitted to the appropriate taxing/regulatory authority.
•
We respectfully request the State to verify specific charges from vendors, in addition to verifying
consistent compliance with rate and fees across other DOC contracts.
ORIGINAL
1
~FFER #1
This first offer includes Pre-Call Validation ("PCV'), which verifies the identity of the inmate as the call is being
placed.
Estimated
Description
Item#
Unit of
Annual
Unit
Extended
Measure
Quantity.
Price
Amount
(Minutes)
1
Blended Per Minute Rate for all Intrastate Calls
(Local, Interlata, Intralata)
Minute
2
Interstate Calls - Per Minute Rate
Minute
11,500,000
360,000
I
$0.026
$0.026
Grand Total
Commission Percentage Paid to Agency - Will not
$299,000
$9,360
I
$308,360
I
0.10%
be used in cost evaluation
*Please note that this low commission offer is
necessary to ensure the lowest calling rates
possible. CenturyLink welcomes the opportunity to
negotiate other combinations of rates and
commissions to ensure an optimized solution for
West Virginia DOC.
Bidder/Vendor Information:
Name:
Address:
Centurvl.ink Public Communications, Inc.
5454 W.110th Street, Overland Park, KS 66211
Phone No.:
Fax No.:
Email Address:
913.345.6002
720.264.8121
paul.n.cooper@centurylink.com
Authorized Sismature:
(o-D(t~
~ {1'f) ~\~
Paul Cooper, General Manager
• Estitpated quantities are for bidding purposes only. More or less may be utilized by the Agency.
Failure to use tbil form may result in dlsqualiftcatloo
OR1GtNAL
2
The second offer includes Continuous Voice Biometrics ("Continuous"), which will continuously monitor the call
throughout its duration.
Estimated
Unit of
Description
Item#
Measure
Annual
Quantity*
Unit
Extended
Amount
Price
(Minutes)
Blended Per Minute Rate for all Intrastate Calls
(Local, Interlata.. Intra.lata)
Interstate Calls - Per Minute Rate
1
2
Minute
Minute
I
11,500,000
360,000
0.032
0.032
Grand Total
Commission Percentage Paid to Agency - Will not
be used in cost evaluation
$368,000
$11,520
I
$379,520
I
0.10%
"Please note that this low commission offer Is
necessary to ensure the lowest calling rates
possible. CenturyLink welcomes the opportunity to
negotiate other combinations of rates and
commissions to ensure an optimized solution for
West Virginia DOC.
Bidder/Vendor Information:
Centurylink Public Communications, Inc.
5454 W. 110th Street, Overland Park, KS 66211
Name:
Address:
Phone No.:
913.345.6002
720.264.8121
paul.n.cooper@centuryllnk.com
Fax.No.:
Email Address:
Authorized Sismature
'('v.OQ'b.~
- ~(1l( (2o\tf
Paul Cooper, General Manager
*Estimated quantities are for bidding purposes only. More or less may be utilized by the Agency.
Failure to use tbh form may result in disqualification
ORIGINAL
3
Centurylink
December 15, 2015
Mr. James R Jones
West Virginia Division of Corrections
1409 Greenbrier Street
Charleston, West Virginia 25311
Re: West Virginia Division ofC-orrectlons & CenturyLinkContract Renewal COR61453 for Inmate Phone
Services
Dear Mr. Jones.
Centurylink thanks the State of West Virginia and its Division Of Ca.rrections for the opportunity to provide ouf
inmate telephone system and service. This letter is to confirm that we wish to renew the original contract
e1ccording to all terms, conditions, prices and specifications contained in the original contract. including all
authorized change orders. The effective date of ttte renewal is February 15, 2016 through February 14, 2017.
Please do not hesitate to contact me or Senior Account Manager Vicki Johnson at 859.734,9424 if you requir-e
any additional assistance.
Sincerely,
,.--:::;:>J)
Cl.e~--·
Pa~I Cooper, VP/GM
Centurylink Public Communi~ations, Inc.
600 New Century Parkway
New Century, ·Ks 66031
913.353.7388
paul.n.cooper@centurylink.com
---------
.:,
~
~ ~.....
Centuryl ink®
CenturyLink Public Communications, Inc.
600 New Century Parkway
New Century, KS 66031
July 15, 2016
West Virginia Division of Corrections
ATIN: Mr. James R. Jones, Procurement Manager
2409 Greenbrier Street
Charleston, WV 25311
Re: Amendment to Contract COR61453 for Inmate Telephone System & Service with
West Virginia Division of Corrections (WV DOC)
Dear Mr. Jones:
This memo serves as CenturyLink Public Communications, lnc.'s agreement to the following
modifications to Contract COR61453:
1. Modification to 5.6
Current
5.6
All CDRs, (Call Detail Records) call recordings, documentation, reports data,
contained in the inmate telephone system shall be the property of the Agency. All hardware
and software shall be the property of the Vendor.
Revised
5.6
All CDRs, (Call Detail Records) call recordings, documentation, reports data,
contained in the inmate telephone system shall be the property of the Agency, to include
hardware that is connected to the State network. All hardware, not directly connected to
State network, and software shall be the property of the Vendor.
2. Modification to 5. 7
Current
5. 7
Vendor shall supply the required number of workstations, as well as future
equipment upgrades and/or replacements, which become the property of the Agency after
expiration or termination of the contract in order to allow Agency access to all CDRs, call and
visitation recordings, documentation, reports, data, etc. contained in the inmate telephone
system.
Revised
5. 7
Vendor shall supply the required number of workstations, as well as future
equipment upgrades and/or replacements, which immediately become the property of the
Agency in order to allow Agency access to all CDRs, call and visitation recordings,
documentation, reports, data, etc. contained in the inmate telephone system.
3. Modification to 5.8
Current
5.8
Vendor shall remove all equipment at the end of said contract in a manner that will
allow Agency to reuse all wiring and associated cable.
Revised
5.8
Vendor shall remove telephone equipment at the end of said contract in a manner
that will allow Agency to reuse all wiring and associated cable.
4. Modification to 5.48
Current
5.48
Vendor shall supply Agency 24 workstations and printers connected to the inmate
telephone system bandwidth at mutually agreed upon locations. Vendor shall refresh the
equipment at the beginning of every fourth year (at the end of each three year period).
Equipment requirements include:
1)
Operating System - Windows 7 Enterprise
2)
Flat panel monitor
3)
CD/DVD burner
4)
Color ink jet printer/scanner
Revised
5.48
Vendor shall provide Agency 24 workstations and printers connected to the inmate
telephone system bandwidth at mutually agreed upon locations (equipment is the immediate
property of the Agency). Vendor shall refresh the equipment at the beginning of every fourth
year (at the end of each three year period). Equipment requirements include:
1)
Operating System - Windows 7 Enterprise
2)
Flat panel monitor
3)
CD/DVD burner
4)
Color ink jet printer/scanner
Thank you for the opportunity to continue serving the State and its constituents. Please contact
me if you need anything else regarding this matter.
Sincerely,
?~
Paul Cooper - VP/GM
913.353.7388
paul.n.cooper@centurylink.com
"'
Department of Administration
Purchasing Division
2019 Washington Street East
Post Office Box 50130
Charleston, WV 25305.0130
Order Number: CMA 0608
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Master Agreement
Order Date: 2016-08-26
Procurement Folder: 77629
0608 COR61453
Reason for Modification:
Document Name: Change Order No. 3
Change Order No. 3 - To amend language in ~ards
to possession of equipment that will connect to e
State of WV network.
Document Description: COR61453 - Inmate Phone Services
Procurement Type: Central Master Agreement
Effective date: 7/15/2016
Buyer Name: Crystal Rink
Telephone: (304) 558-2402
Email: crystal.g.rink@wv.gov
Effective Start Date: 2015-02-15
Shipping Method: Best Way
Free on Board: FOB Dest, Freight Prepaid
Effective End Date: 2017-02-14
DEPARTMENT CONTACT
VENDOR
Requestor Name: James R Jones
Requestor Phone: (304) 558-8045
Requestor Email: james.r.jones@wv.gov
Vendor Customer Code: 000000217607
CENTURYLINK PUBLIC COMMUNICATIONS, INC
PO BOX600
OLATHE
KS
66063-0060
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 30
SHIP TO
INVOICE TO
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE 300
1409 GREENBRIER ST
WV 25311
CHARLESTON
WV 25311
CHARLESTON
us
us
lTotal Order Amount l
Open End
PURCHASING DIVISION AUTHORIZATION
ATTORNEY GENERAL APPROVAL AS TO FORM
ENCUMBRANCE CERTIFICATION
SIGNED BY: Tara Lyle
DATE: 2016-08-16
ELECTRONIC SIGNATURE ON FILE
SIGNED BY: J. Robert Leslie
DATE: 2016-08-25
SIGNED BY: Beverly Toler
DATE: 2016-08-26
ELECTRONIC SIGNATURE ON FILE
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Aug 26, 2016
Order Number:
COR61453
Page:
FORM ID : WV_PRC_CMA_001 8/14
Extended Description:
Change Order No. 3 - To amend language in regards to possession of equipment that will connect to the State of WV network per the attached documentation.
Effective date: 7/15/2016
No other changes.
Line
Commodity Code
1
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata, intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description:
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
Date Printed:
Aug 26, 2016
Order Number:
COR61453
Page:
2
FORM ID : WV_PRC_CMA_001 8/14
I Document Phase
COR61453
Final
Document Description
Page 3
COR61453 - Inmate Phone Services
of 3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
QENERAL TERMS AND CONDITIONS;
1. CONTRACTUAL AGREEMENT: Issuance of a Purchase Order signed by the Purchasing Division
Director, or his designee, and approved as to form by the Attorney General's office constitutes
acceptance of this Contract made by and between the State of West Virginia and the Vendor. Vendor's
signature on its bid signifies Vendor's agreement to be bound by and accept the terms and conditions
contained in this Contract.
2. DEFINITIONS: As used in this Solicitation I Contrac4 the following terms shall have the meanings
attributed to them below. Additional definitions may be found in the specifications included with this
Solicitation I Contract.
2.1 "Agency" or "Agencies" means the agency, board, commission, or other entity of the State of
West Virginia that is identified on the first page of the Solicitation or any other public entity
seeking to procure goods or services under this Contract
2.2 "Contract" means the binding agreement that is entered into between the State and the Vendor
to provide the goods and services requested in the Solicitation.
2.3 "Director" means the Director of the West Vrrginia Deparbnent of Administration, Purchasing
Division.
2.4 "Purchasing DivisfonM means the West Vuginia Department of Administration, Purchasing
Division.
2.S "Purchase Order" means the document signed by the Agency and the Purchasing Division, and
approved as to form by the Attorney General, that identifies the Vendor as the successful bidder
and Contract holder.
2.6 "Solicitation" means the official solicitation published by the Purchasing Division and identified
by number on the :first page thereof.
2.7 "State" means the State of West Virginia and/or any of its agencies, commissions, boards, etc.
as context requires.
2.8 "Vendor" or "Vendors" means any entity submitting a bid in response to the Solicitation, 1he
entity that has been selected as the lowest resp0DS11>le bidder, or the entity that has been awarded
the Contract as context requires.
Revised OSfll/2013
3. CONTRACT TERM; RENEWAL; EXTENSION: The term of this Contract shall be determined in
accordance with the categorythat has been identified as applicable to this Contract below:
I.ti
Term Contract
Initial Contract Term: This Contract beccmes effective on February 15, 2015
and extends for a period of one (1)
year(s}.
Renewal Term:
This Contract may be renewed upon the mutual written consent of the
Agency, and the Vendor, with approval of the Purchasing Division and the Attorney
General's office (Attorney General approval is as to form only). Any request for renewal
must be submitted to the Purchasing Division Director thirty (30) days prior to the expiration
date of the initial contract term or appropriate renewal term. A Contract renewal shall be in
accordance with the terms and conditions of the original contract. Renewal of this Contract
is limited to four (4)
successive one (1) )':Br periods. Automatic renewal of
this Contract is prohibited. Notwithstanding the foregoing, Purchasing Division approval is
not required on agency delegated or exempt purchases. Attorney General approval may be
required for vendor terms and conditions.
Reasonable Time Extension: At the sole discretion of the Purchasing Division Director,
and with approval from the Attorney General's office (Attorney General approval is as to
form. only), this Contract may be extended for a reasonable time after the initial Contract
term or after any renewal term as may be necessary to obtain a new contract or renew this
Contract. Any reasonable time extension shall not exceed twelve (12) months. Vendor may
avoid a reasonable time extension by providing the Purchasing Division Director with written
notice of Vendor's desire to terminate this Contract 30 da}'S prior to the expiration of the then
current term. During any reasonable time extension period, the Vendor may terminate this
Contract for any reason upon giving the Purchasing Division Director 30 da}'S written notice.
Automatic extension of this Contract is prohibited.
Notwithstanding the foregoing,
Purchasing Division approval is not required on agency delegated or exempt purchases, but
Attorney General approval may be required.
Release Order Limitations: In the event that this contract permits release orders, a release
order may only be issued during the time this Contract is in effect. Any release oroer issued
within one year of the expiration of this Contract shall be effective for one year from the date
the release order is issued. No release order may be extended be)and one year after this
Contract has expired.
D
Rerisal 0812112013
Fixed Period Contract: This Contract becomes effective upon Vendor's receipt of the notice to
proceed and must be completed within
da}'S.
0
One Time Purchase: The term of this Contract shall run from the issuance of the Purchase
Order until all of the goods contracted for have been delivered, but in no event shall this Contract
extend for more than one fiscal year.
0
Other: See attached.
4. NOTICE TO PROCEED:
Vendor shall begin performance of this Contract immediately upon
receiving notice to proceed unless otherwise instructed by the Agency. Unless otherwise specified, the
fully eitecuted Purchase Oider will be considered notice to proceed
5. QUANTITIES:
The quantities required under this Contract shall be determined in accordance with
the category that has been identified as applicable to this Contract below.
Open End Contract: Quantities listed in this Solicitation are approximations only, based on
estimates supplied bythe Agency. It is understood and agreed that the Contract shall cover the
quantities actually ordered for delivery during the term of the Contract, whether more or less
than the quantities shown.
0
Service: The scope of the service to be provided will be more clearly defmed in the
specifications included herewith.
0
Combined Service and Goods: The scope of the service and deliverable goods to be provided
will be more clearly defined in the specifications included herewith.
0
One Time Purchase:
This Contract is for the purehase of a set quantity of goods that are
identified in the specifications included herewith.
Once those items have been delivered, no
additional goods may be procured under this Contract without an appropriate change order
approved by the Vendor, Agency, Purchasing Division, and Attorney General's office.
6. PRICING: The pricing set forth herein is firm for the life of the Contract, unless specified elsewhere
within this Solicitation/Contract by the State. A Vendor's inclusion of price adjustment provisions in its
bid, without an ex.press authorization from the State in the Solicitation to do so, may result in bid
disqualification.
7. EMERGENCY PURCHASES: The Purchasing Division Director may authorize the Agency to
purchase goods or services in the open market that Vendor would otherwise provide wider this Contract
if those goods or services are for immediate or expedited delivery in an emergency. Emergencies shall
include, but are not limited to, delays in transportation or an unanticipated increase in the volume of
worlc. An emergency purchase in the open market, approved by the Purchasing Division Director, shall
not constitute of breach of this Contract and shall not entitle the Vendor to any form of compensation or
damages.
This provision does not ex.cuse the State from fulfilling its obligations wider a One Time
Purchase contract.
8. REQUIRED DOCUMENTS: All of the items checked below must be provided to the Purchasing
Division bythe Vendor as specified below.
Revisal 0812112013
0
BID BOND: All Vendors shall furnish a bid bond in the amount of five percent (5%) of the
total amount of the bid protecting the State of West Virginia. The bid bond must be submitted
with the bid
0
PERFORMANCE BOND: The apparent successful Vendor shall provide a performance bond
in the amount of
. The performance bond must be
issued and received by the Purchasing Division prior to Contract award. On construction
contracts, the performance bond must be 100% of the Contract value.
D
LABOR/MATERIAL PAYMENT BOND: The apparent successful Vendor shall provide a
labor/material pa)illlent bond in the amount of 100% of the Contract value. The labor/material
pa:yment bond must be issued and delivered to the Purchasing Division prior to Contract award
In lieu of the Bid Bond, Performance Bond, and Labor/Material Pa}Dlent Bond, the Vendor may provide
certified checks, cashier's checks, or irrevocable letters of credit. Any certified check, cashier's check,
or irrevocable letter of credit provided in lieu of a bond must be of the same amount and delivered on the
same schedule as the bond it replaces.
A letter of credit submitted in lieu of a perfonnance and
labor/material pa)IIlent bond will only be allowed for projects under $100,000. Personal or business
checks are not acceptable.
0
MAINTENANCE BOND:
The apparent successful Vendor shall provide a two (2) ~
maintenance bond covering the roofing system.
The maintenance bond must be issued and
delivered to the Purchasing Division prior to Contract award.
WORKERS' COMPENSATION INSURANCE: The apparent successful Vendor shall have
appropriate workers' compensation insurance and shall provide proof thereof upon request.
INSURANCE: The apparent successful Vendor shall furnish proof of the following insurance
prior to Contract award and shall list the state as a certificate holder:
(l)
Commercial General LiabWty Insurance:
$1,000,000.00
or more.
0
D
D
Builders Risk Insurance: builders risk - all risk insurance in an amount equal to
100% of the amount of the Contract.
D
D
D
Revised 08121'2013
The apparent successful Vendor shall also furnish proof of any additional insurance requirements
contained in the specifications prior to Contract award regardless of whether or not that
insurance requirement is listed above.
0
LICENSE(S) I CERTIFICATIONS I PERMITS: In addition to anything required under the
Section entitled licensing, of the General Terms and Conditions, the apparent successful Vendor
shall furnish proof of the following licenses, certifications, and/or permits prior to Contract
award, in a form acceptable to the Purchasing Division.
D
D
D
D
The apparent successful Vendor shall also furnish proof of any additional licenses or
certifications contained in the specifications prior to Contract award regardless of whether or not
that requirement is listed above.
The Director reserves the right to require any Vendor that files a protest of an
award to submit a litigation bond in the amount equal to one percent of the lowest bid submitted or
$5,000, whichever is greater.
The entire amount of the bond shall be forfeited if the hearing officer
determines that the protest was filed for frivolous or improper purpose, including hut not limited to, the
purpose of harassing, causing unnecessary delay, or needless expense for the Agency. All litigation
bonds shall be made payable to the Purchasing Division. Jn lieu of a bond, the protester may submit a
cashier's check or certified check payable to the Purchasing Division. Cashier's or certified checks will
be deposited with and held by the State Treasurer's office. If it is determined that the protest has not
been filed for frivolous or improper pwpose, the bond or deposit shall be retum.ed. in its entirety.
9. LITIGATION BOND:
10. ALTERNATES: Any model, brand, or specification listed herein establishes the acceptable level of
quality only and is not intended to reflect a preference for, or in any way favor, a particular brand or
vendor. Vendors may bid alternates to a listed model or brand provided that the alternate is at least
equal to the model or brand and complies with the required specifications. The equality of any alternate
being hid shall be determined by the State at its sole discretion. Any Vendor bidding an alternate model
or brand should clearly identify the alternate items in its bid and should include manufacturer's
specifications, industry literature, and/or any other relevant documentation demonstrating the equality of
the alternate items. Failure to provide information for alternate items may be grounds for rejection of a
Vendor's bid
11. EXCEPTIONS AND CLARIFICATIONS: The Solicitation contains the specifications that shall
form the basis of a contractual agreement Vendor shall clearly mark any exceptions, clarifications, or
Revised 0812112.013
other proposed modifications in its bid. Exceptions to, clarifications o~ or modifications of a
requirement or term and condition of the Solicitation may result in bid disqualification.
12. LIQUIDATED DAMAGES: Vendor shall pay liquidated damages in the amount
$300 per day
for
work not performed on the contract.
This clause shall in no way be considered exclusive and shall not limit the State or Agency's right to
pursue any other available remedy.
13. ACCEPTANCE/REJECTION: The State may accept or reject any bid in whole, or in part. Vendor's
signature on its bid signifies acceptance of the terms and conditions contained in the Solicitation and
Vendor agrees to be bound by the tenns of the Contract, as reflected in the Purchase Order, upon receipt.
14. REGISTRATION: Prior to Contract award, the apparent successful Vendor must be properly
registered with the West Virginia Purchasing Division and must have paid the $125 fee if applicable.
15. COMMUNICATION LIMITATIONS: Jn accordance with West Virginia Code of State Rules §1481-6.6, communication with the State of West Virginia or any of its employees regarding this Solicitation
during the solicitation, bid, evaluation or award periods, except through the Purchasing Division, is
strictly prohibited without prior Purchasing Division approval. Purchasing Division approval for such
communication is implied for all agency delegated and exempt purchases.
16. FUNDING:
This Contract shall continue for the term stated herein, contingent upon funds being
appropriated by the Legislature or otherwise being made available. In the event funds are not
appropriated or otherwise made available, this Contract becomes void and of no effect beginning on July
1 of the fiscal )C8l' for which funding has not been appropriated or otheiwise made available.
17. PAYMENT: Payment in advance is prohibited under this Contract. Pa)Ulent may only be made after
the delivery and acceptance of goods or services. The Vendor shall submit invoices, in arrears, to the
Agencyat the address on the face of the purchase order labeled "Invoice To."
18. UNIT PRICE: Unit prices shall prevail in cases of a discrepancyin the Vendor's bid.
19. DELIVERY: All quotations are considered freight on board destination ("F .O.B. destination") unless
alternate shipping terms are clearly identified in the bid.
Vendor's listing of shipping terms that
contradict the shipping terms expresslyrequired by this Solicitation may result in bid disqualification.
20. INTEREST: Interest attributable to late payment will only be permitted if authorized by the West
Virginia Code. Presently, there is no provision in the law for interest on late pa}Dlents.
21. PREFERENCE: Vendor Preference may only be granted upon written request and only in accordance
with the West Virginia Code § SA-3-37 and the West Virginia Code of State Rules. A Resident Vendor
Certification form has been attached hereto to allow Vendor to apply for the preference. Vend.or's
Reviaed 0812lfl0l3
failure to submit the Resident Vendor Certification form with its bid will result in denial of Vendor
Preference. Vendor Preference does not applyto construction projects.
22. SMALL, WOMEN-OWNED, OR MINORITY-OWNED BUSINESSES: For any solicitations
publicly advertised for bid on or after July I, 2012, in accordance with West Virginia Code §5A-337(a)(7) and W. Va. CSR§ 148-22-9, any non-resident vendor certified as a small, women-owned, or
minority.owned business under W. Va. CSR § 148-22-9 shall be provided the same preference made
available to any resident vendor. Any non-resident small, women-owned, or minorit}'-Owned business
must identify itself as such in writing, must submit that writing to the Purchasing Division with its bid,
and must be properly certified under W. Va. CSR§ 148-22-9 prior to submission of its bid to receive the
preferences made available to resident vendors. Preference for a non-resident small, women-owned, or
minorityowned business shall be applied in accordance with W. Va. CSR§ 148-22-9.
23. TAXES: The Vendor shall pay any applicable sales, use, personal property or any other taxes arising
out of this Contract and the transactions contemplated thereby. The State of West Virginia is exempt
from federal and state taxes and will not pay or reimburse such taxes.
24. CANCELLATION: The Purchasing Division Director reserves the right to cancel this Contract
immediately upon written notice to the vendor if the materials or workmanship supplied do not confotm
to the specifications contained in the Contract.
The Purchasing Division Director may cancel any
purchase or Contract upon 30 days written notice to the Vendor in accordance with West Virginia Code
of State Rules § 148-1-7.16.2.
25. WAIVER OF MINOR IRREGULARITIES: The Director reserves the right to waive minor
irregularities in bids or specifications in accordance with West Virginia Code of State Rules § 148-1-4.6.
26. TIME: Time is of the essence with regard to all matters of time and performance in this Contract.
27. APPLICABLE LAW: This Contract is governed by and interpreted under West Virginia law without
giYing effect to its choice of law principles. Any information provided in specification manuals, or any
other source, verbal or written, which contradicts or violates the West Virginia Constitution, West
Virginia Code or West Virginia Code of State Rules is void and of no effect.
28. COMPLIANCE: Vend.or shall comply with all applicable federal, state, and local laws, regulations and
ordinances. By submitting a bid, Vendors acknowledge that they have reviewed. understand, and will
comply with all applicable law.
29. PREVAILING WAGE: On any contract for the construction of a public improvement, Vendor and any
subcontractors utilized by Vendor shall pay a rate or rates of wages which shall not be less than the fair
minimum rate or rates of wages (prevailing wage), as established by the West Virginia Division of
Labor
under
West
Virginia
Code
§§
21-S&l
et
seq.
and
available
at
http://www.sos.wv.gov/administrative-law/wagerates/Pages/defiwltaspx.
Vendor shall be responsible
for ensuring compliance with prevailing wage requirements and determining when prevailing wage
Revised 08121/2013
requirements are applicable. The required contract provisions contained in West Virginia Code of State
Rules§ 42-7·3 are specifically incorporated herein by reference.
30. ARBITRATION: Any references made to arbitration contained in 1his Contract, Vendor's bid, or in
any American Institute of Architects documents pertaining to this Contract are hereby deleted, void, and
of no effect
31. MODIFICATIONS: This writing is the parties' final expression of intent. Notwithstanding an}thing
contained in this Contract to the contrary, no modification of this Contract shall be binding without
mutual written consent of the Agency, and the V en.dor, with approval of the Purchasing Division and the
Attorney General's office (Attorney General approval is as to fonn only).
No Change shall be
implemented by the Vendor until such time as the Vendor receives an approved written change
order from the Purchasing Division.
32. WAIVER: The failure of either party to insist upon a strict performance of any of the tenns or
provision of this Contract, or to exercise any option, right, or remedy herein contained, shall not be
construed as a waiver or a relinquishment for the future of such term, provision, option, right, or remedy,
but the same shall continue in full force and effect. Any waiver must be expressly stated in writing and
signed by the waiving party.
33. SUBSEQUENT FORMS: The terms and conditions contamed in this Contract shall supersede any and
all subsequent terms and conditions which may appear on any form documents submitted by Vendor to
the Agency or Purchasing Division such as price lists, order forms, invoices, sales agreements, or
maintenance agreements, and includes internet websites or other electronic documents. Acceptance or
use of Vendor's forms does not constitute acceptance of the terms and conditions contained thereon.
34. ASSIGNMENT: Neither this Contract nor any monies due, or to become due hereunder, may be
assigned by the Vendor without the express written consent of the Agency, the Purchasing Division, the
Attorney General's office (as to form onI», and any other government agency or office that may be
required to approve such assignments. Notwithstanding the foregoing, Purchasing Division approval
mayor may not be required on certain agency delegated or exempt purchases.
35. WARRANTY: The Vendor expressly warrants that the goods and/or services covered by this Contract
will: (a) conform to the specifications, drawings, samples, or other description furnished or specified by
the Agency; (b) be merchantable and fit for the pmpose intended; and (c) be free from defect in material
and workmanship.
36. STATE EMPLOYEES: State emplo}ees are not permitted to utilize this Contract for personal use and
the Vendor is prohibited from permitting or facilitating the same.
37. BANKRU:PI'CY: In the event the Vendor files for bankruptcy protection, the State of West. Virginia
may deem this Contract null and void, and terminate this Contract without notice.
RMsed 0812112013
38. [RESERVED)
39. CONFIDENTIALITY: The Vendor agrees that it will not disclose to an~ne, directly or indirectly, any
such personally identifiable infomiation or other confidential information gained from the Agency,
unless the individual who is the subject of the information consents to the disclosure in writing or the
disclosure is made pursuant to the Agency's policies, procedures, and rules. Vendor further agrees to
comply with the Confidentiality Policies and Information Security Accountability Requirements, set
forth in http://www.state.wv.us/admin/purchase/privacy/default.html.
40. DISCLOSURE: Vendor's response to the Solicitation and the resulting Contract are considered public
documents and will be disclosed to the public in accordance with the laws, rules, and policies governing
the West Vtrginia Purchasing Division.
Those laws include, but are not limited to, the Freedom of
Information Act found in West Virginia Code§ 29B-1-1 et seq.
If a Vendor considers any part of its bid to be exempt from public disclosure, Vend.or must so indicate
by specifically identifying the exempt information, identit}mg the exemption that applies, providing a
detailed justification for the exemption, segregating the exempt information from the general bid
information, and submitting the exempt infonnation as part of its bid but in a segregated and clearly
identifiable format. Failure to comply with the foregoing requirements will result in public disclosure
of the Vendor's bid without further notice. A Vendor's act of marking all or nearly all of its bid as
exempt is not sufficient to avoid disclosure and WILL NOT BE HONORED. Vendor's act of marking a
bid or any part thereof as "confidential" or "proprietary" is not sufficient to avoid disclosure and Wll..L
NOT BE HONORED. In addition, a legend or other statement indicating that all or ~stantially all of
the bid is exempt from disclosure is not sufficient to avoid disclosure and WILL NOT BE HONORED.
Vendor will be required to defend any claimed exemption for nondiclosure in the event of an
administrative or judicial challenge to the State's nondisclosure. Vendor must indemnify the State for
any costs incurred related to any e~emptions claimed by Vendor.
Any questions regarding the
applicability of the various public records laws should be addressed to )'Our own legal counsel prior to
bid submission.
41. LICENSING: In accordance with West Virginia Code of State Rules §148-1-6.1.7, Vendor must be
licensed and in good standing in accordance with any and all state and local laws and requirements by
any state or local agency of West Virginia, including, but not limited to, the West Virginia Secretary of
State's Office, the West Virginia Tax Department, West Virginia Insurance Commission, or any other
state agency or political subdivision. Upon request, the Vendor must provide all necessary releases to
obtain information to enable the Purchasing Division Director or the Agency to verify that the Vendor is
licensed and in good standing with the above entities.
42. ANTITRUST: In submitting a bid to, signing a contract with, or accepting a Purchase Order from any
agency of the State of West Virginia, the Vendor agrees to convey, sell, assign, or transfer to the State of
West Virginia all rights, title, and interest in and to all causes of action it may now or hereafter acquire
under the antitrust laws of the United States and the State of West Virginia for price fixing and/or
unreasonable restraints of trade relating to the particular commodities or services purchased or acquired
by the State of West Virginia. Such assignment shall be made and become effective at the time the
R.erised 0812112013
purohasing agency tenders the initial payment to Vendor.
43. VENDOR CERTIFICATIONS: By signing its bid or entering into this Contract, Vendor certifies (1)
that its bid was made without prior understanding, agreement, or connection with any cOl'poration, ~
limited liability company, partnership, person or entity submitting a bid for the same material, supplies,
equipment or services; (2) that its bid is in all respects fair and without collusion or fraud; (3) that this
Contract is accepted or entered into without any prior understanding, agreement, or connection to any
other entity that could be considered a violation of law; and (4) that it has reviewed this RFQ in its
entirety, understands the requirements, terms and conditions, and other information contained
herein. Vendor's signature on its bid also affirms that neither it nor its representatives have any interest,
nor shall acquire any interest, direct or indirect, which would compromise the performance of its
services hereunder. Any such interests shall be promptlypresented in detail to the Agency.
The individual signing this bid on behalf of Vendor certifies that he or she is authorized by the Vendor
to execute this bid or any documents related thereto on Vcndor' s behalf; that he or she is authorized to
bind the Vendor in a contractual relationship; and that, to the best of his or her knowledge, the Vendor
has properly registered with any State agency that may require registration.
44. PURCHASING CARD ACCEPI'ANCE: The State of West Virginia currently utilizes a Purclwing
Card program, administered under contract by a banking institution, to process payment for goods and
services. The Vendor must accept the State of West Virginia's Purchasing Card for payment of all
oroers under this Contract unless the box below is checked.
D
Vendor is not required to accept the State of West Virginia's Purchasing Card as payment for all
goods and services.
45. VENDOR RELATIONSHIP: The relationship of the Vendor to the State shall be that of an
independent contractor and no principal-agent relationship or emplo)ICl'-employee relationship is
contemplated or created by this Contract. The Vendor as an independent contractor is solely liable for
the acts and omissions of its employees and agents. Vendor shall be responsl"ble for selecting; supervising,
and compensating any and all individuals emplo)'ed pursuant to the terms of this Solicitation
and resulting contract. Neither the Vendor, nor any employees or subcontractors of the Vendor, shall
be deemed to be employees of the State for any purpose whatsoever. Vendor shall be exclusively
responsible for payment of employees and contractors for all wages md salaries, taxes, withholding
payments, penalties, fees, fringe benefits, professional liability insurance premiums, contributions to
insurance and pension, or other deferred compensation plans, including but not limited to, Workers'
Compensation and Social Security obligations, licensing fees, etc. and the filing of all necessary
documents, fonns and returns pertinent to all of the foregoing. Vendor shall hold harmless the State, and
shall provide the State and Agency with a defense against any and all claims including, but not limited
to, the foregoing payments, withholdings, contributions, taxes, Social Security taxes, and emplo}'el"
income tax returns.
46. INDEMNIFICATION: The Vendor agrees to indemnify, defend, and hold harmless the State and the
Agency, their officers, and employees from and against: (l) Any claims or losses for services rendered
Revisa:l 0812112013
by any subcontractor, person, or firm performing or supplying services, materials, or supplies in
connection with the performance of the Contract; (2) Any claims or losses resulting to anyperson or
entity injured or dam.aged by the Vendor, its officers, employees, or subcontractors bythe publication,
translation, reproduction, delivery, performance, use, or disposition of any data used under the Contract
in a manner not authorized by the Contract, or by Federal or State statutes or regulations; and (3) Any
failure of the Vendor, its officers, cmplo)'ees, or subcontractors to observe State and Federal laws
including, but not limited to, labor and wage and hour laws.
47. PURCHASING AFFIDAVIT: In accordance with West Virginia Code§ SA-3-lOa, all Vendors are
required to sign, notarize, and submit the Purchasing Affidavit stating that neither the Vendor nor a
related party owe a debt to the State in excess of $1,000. The affidavit must be submitted prior to
award, but should be submitted with the Vendor's bid. A copy of the Purchasing Affidavit is included
herewith.
48. ADDITIONAL AGENCY AND LOCAL GOVERNMENT USE: This Contract may be utilized by
and extends to other agencies, spending units, and political subdivisions of the State of West Virginia;
county, municipal, and other local government bodies; and school districts ("Other Government
Entities''). This Contract shall be extended to the aforementioned Other Government Entities on the
same prices, terms, and conditions as those offered and agreed to in this Contract. If the Vendor does
not wish to extend the prices, terms, and conditions of its bid and subsequent contract to the Other
Government Entities, the Vendor must clearly indicate such refusal in its bid. A refusal to extend this
Contract to the Other Government Entities shall not impact or influence the award of this Contract in
any manner.
49. CONFLICT OF INTEREST: Vendor, its officers or members or emplo:yees, shall not presently have
or acquire any interest, direct or indirect, which would conflict with or compromise the petformance of
its obligations hereunder. Vendor shall periodically inquire of its officers, members and emplo~ to
ensure that a conflict of interest does not arise. Any conflict of interest discovered shall be promptly
presented in detail to the Agency.
50. REPORTS: Vendor shall provide the Agency and/or the Purchasing Division with the following
reports identified by a checked box below:
Such reports as the Agency and/or the Purchasing Division may request. Requested reports may
include, but are not limited to, quantities purchased, agencies utilizing the contract, total contract
expenditures by agency, etc.
0
Quarterly reports detailing the total quantity of purchases in units and dollars, along with a listing
of purchases by agency. Quarterly reports should be delivered to the Purchasing Division via
email at purchasing.reguisitions@wv.gov.
51. BACKGROUND CHECK: Jn accordance with W. Va. Code § 1S-2D-3, the Director of the Division
of Protective Services shall require any service provider whose employees are regularly employed on the
grounds or in the buildings of the Capitol complex or who have access to sensitive or critical
information to submit to a fingerprint-based state and federal background inquiry through the state
Revised 08/2112013
repository. The service provider is responsible for any costs associated with the fingerprint-based state
and federal background inquiry.
After the contract for such services bas been approved, but before any such emplo}'CeS are permitted to
be on the gtollllds or in the buildings of the Capitol complex or have access to sensitive or critical
information, the sCJVice provider shall submit a list of all persons who will be physically present and
working at the Capitol complex to the Director of the Division of Protective Services for purposes of
verifying compliance with this provision.
The State reserves the right to prohibit a service provider's employees from accessing sensitive or
critical information or to be present at the Capitol complex based upon results addressed from a criminal
background check.
Service providers should contact the West Virginia Division of Protective Services by phone at
(304) 558-9911 for more information.
52. PREFERENCE FOR USE OF DOMESTIC STEEL PRODUCTS: Except when authorized by the
Director of the Purchasing Division pursuant to W. Va. Code § SA-3-56* no contractor may use or
supply steel products for a State Contract Project other than those steel products made in the United
States. A contractor who uses steel products in violation of this section may be subject to civil penalties
pursuant to W. Va. Code§ SA-3-56. As used in this section:
a.
"State Contract Project" means any erection or construction ot: or any addition to, alteration of
or other improvement to any building or structure, including, but not limited to, roads or
highways, or the installation of any heating or cooling or ventilating plants or other equipment,
or the supply of and materials for such projects, pursuant to a contract with the State of West
Virginia for which bids were solicited on or after June 6, 2001.
b. "Steel Products" means products rolled, formed, shaped,
dra~
extruded, forged, cast,
fabricated or otherwise similarly processed, or processed by a combination of two or more or
such operations, from steel made by the open heath, basic oxygen, electric furnace, Bessemer or
other steel making process.
The Purchasing Division Director may, in writing, authorize the use of foreign steel products if:
a. The cost for each contract item used does not exceed one tenth of one percent (.1 %) of the total
contract cost or two thousand five hundred dollars ($2,500.00), whichever is greater. For the
purposes of this section, the cost is the value of the steel product as delivered to the project; or
b. The Director of the Purchasing Division determines that specified steel materials are not
produced in the United States in sufficient quantity or otherwise are not reasonably available to
meet contract requirements.
53. PREFERENCE FOR USE OF DOMESTIC ALUMINUM, GLASS, AND STEEL: In Accordance
Revised 0812112013
with W. Va. Code § 5~19~1 et seq., and W. Va. CSR § 148-10-1 et seq., for every contract or
subcontract, subject to the limitations contained herein, for the consttuction, reconstruction, alteration,
repair, improvement or maintenance of public works or for the purchase of any item of machinery or
equipment to be used at sites of public works, only domestic aluminum, glass or steel products shall be
supplied unless the spending officer detennines, in writing, after the receipt of offers or bids, (1) that the
cost of doinestic aluminum, glass or steel products is unreasonable or inconsistent with the public
interest of the State of West Virginia, (2) that domestic aluminum, glass or steel products are not
produced in sufficient quantities to meet the contract requirements, or (3) the available domestic
aluminum, glass, or steel do not meet the contract specifications. This provision only applies to public
works contracts awarded in an amount more than fifty thousand dollars ($50,000) or public works
contracts that require more than ten thousand pounds of steel products.
The cost of domestic alumirmm, glass, or steel products may be unreasonable if the cost is more than
twenty percent (200/o) of the bid or offered price for foreign made aluminum, glass, or steel products. If
the domestic aluminum, glass or steel products to be supplied or produced in a "substantial labor surplus
area", as defined by the United States Department of labor, the cost of domestic aluminum, glass, or
steel products may be unreasonable if the cost is more than thirty percent (30%) of the bid or offered
price for foreign made aluminum, glass, or steel products.
This preference shall be applied to an item of machinery or equipment, as indicated above, when the
item is a single unit of equipment or machinery manufactured primarily of alwninum, glass or steel, is
part of a public works contract and has the sole purpose or of being a permanent part of a single public
works project. This provision does not apply to equipment or machinery pmcbased by a spending unit
for use by that spending unit and not as part of a single public works project.
All bids and offers including domestic aluminum, glass or steel products that exceed bid or offer prices
including foreign aluminum, glass or steel products after application of the preferences provided in this
provision may be reduced to a price ·equal to or lower than the lowest bid or offer price for foreign
aluminum, glass or steel products plus the applicable preference. If the reduced bid or offer prices are
made in writing and supersede the prior bid or offer prices, all bids or offers, including the reduced bid
or offer prices, will be reevaluated in accordance with this rule.
Revised 08121/2013
Department of Administration
Purchasing Division
2019 Washington Street East
*
Master Agreement
Post Office Box 50130
Charleston, WV 25305-0130
Order Number: CMA 0608
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Order Date: 2016-08-26
Procurement Folder: 77629
0608 COR61453
Reason for Modification:
Document Name: Change Order No. 3
Change Order No. 3 - To amend language in reffiards
to possession of equipment that will connect to e
State of WV network.
Document Description: COR61453 - Inmate Phone Services
Procurement Type: Central Master Agreement
Effective date: 7/15/2016
Buyer Name: Crystal Rink
Telephone: (304) 558-2402
Email: crystal.g.rink@wv.gov
Effective Start Date: 2015-02-15
Shipping Method: Best Way
Effective End Date: 2017-02-14
Free on Board: FOB Dest, Freight Prepaid
DEPARr~ENTCONTACT
VENDOR
Requestor Name: James R Jones
Requestor Phone: (304) 558-8045
Requestor Email: james.r.jones@wv.gov
Vendor Customer Code: 000000217607
CENTURYLINK PUBLIC COMMUNICATIONS, INC
PO BOX600
OLATHE
KS
66063-0060
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 30
SHIP TO
INVOICE TO
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE 300
1409 GREENBRIER ST
WV 25311
CHARLESTON
WV 25311
CHARLESTON
us
us
ITotal Order Amount I
Open End
PURCHASING DIVISION AUTHORIZATION
ATTORNEY GENERAL APPROVAL AS TO FORM
ENCUMBRANCE CERTIFICATION
SIGNED BY: Tara Lyle
DATE: 2016-08-16
ELECTRONIC SIGNATURE ON FILE
SIGNED BY: J. Robert Leslie
DATE: 2016-08-25
SIGNED BY: Beverly Toler
DATE: 2016-08-26
ELECTRONIC SIGNATURE ON FILE
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Aug 26, 2016
Order Number:
COR61453
Page:
FORM ID: WV_PRC_CMA_001 8/14
Extended Description:
Change Order No. 3 - To amend language in regards to possession of equipment that will connect to the State of WV network per the attached documentation.
Effective date: 7/15/2016
No other changes.
Line
Commodity Code
1
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata, intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description:
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration .
Date Printed:
Aug 26, 2016
Order Number:
COR61453
Page:
2
FORM ID : WV_PRC_CMA_001 8114
COR61453
Document Phase
Document Description
Page3
Final
COR61453 - Inmate Phone Services
of3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
*
1
Department of Administration
Purchasing Division
2019 Washington Street East
Post Office Box 50130
Master Agreement
Order Date: 2017-01-26
Charleston, WV 25305-0130
_.,...___-.,,,.
Order Number: CMA 0608
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Procurement Folder: 77629
0608 COR61453
Reason for Modification:
Document Name: Change Order No. 4
Change Order No. 4 - To renew contract for the
renewal period 2115117-2114/18.
Document Description: COR61453 - Inmate Phone Services
Procurement Type: Central Master Agreement
Buyer Name: Crystal Rink
Telephone: (304) 558-2402
Email: crystal.g.rink@wv.gov
Effective Start Date: 2015-02-15
Shipping Method: Best Way
Effective End Date: 2018-02-14
Free on Board: FOB Dest, Freight Prepaid
VENDOR
DEPARTMENT CONTACT
Requestor Name: James R Jones
Requestor Phone: (304) 558-8045
Requestor Email: james.r.jones@wv.gov
Vendor Customer Code: 000000217607
CENTURYLINK PUBLIC COMMUNICATIONS, INC
PO BOX600
KS
OLATHE
66063-0060
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 30
SHIP TO
INvOICEfo
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE 300
1409 GREENBRIER ST
WV 25311
CHARLESTON
WV 25311
CHARLESTON
us
us
ITotal Order Amount I
Open End
PURCHASING DIVISION AUTHORIZATION
ATTORNEY GENERAL APPROVAL AS TO FORM
ENCUMBRANCE CERTIFICATION
SIGNED BY: Tara Lyle
DATE: 2017-01-24
ELECTRONIC SIGNATURE ON FILE
SIGNED BY: Paul Anthony Martin
DATE: 2017-01-25
SIGNED BY: Beverly Toler
DATE: 2017-01-26
ELECTRONIC SIGNATURE ON FILE
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Jan 26, 2017
Order Number:
COR61453
Page:
FORM ID: WV_PRC_CMA_001 8/14
Extended Description:
Change Order #4 - To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2017 through February 14, 2018.
Renewals Remaining : 2
No other changes.
Line
Commodity Code
1
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata, intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description:
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
Date Printed:
Jan 26, 2017
Order Number:
COR61453
Page:
2
FORM ID : WV_PRC_CMA_001 8114
COR61453
Document Phase
Document Description
Page3
Final
COR61453 - Inmate Phone Services
of3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
Department of Administration
Purchasing Division
2019 Washington Street East
Post Office Box 50130
Charleston, WV 25305.()130
Order Number: CMA 0608
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Master Agreement
Order Date: 2017-11-15
0608 COR61453
Procurement Folder: 77629
Reason for Modification:
Document Name: Change Order No. 5
Change Order #5
To renew original contract. Effective dates of renewal
2/15/2018 through 2/14/2019.
Document Description: COR61453 - Inmate Phone Services
Procurement Type: Central Master Agreement
Buyer Name: Crystal Rink
Telephone: (304) 558-2402
Email: crystal.g.rlnk@wv.gov
Effective Start Date: 2015-02-15
Shipping Method: Best Way
Effective End Date: 2019-02-14
Free on Board: FOB Dest, Freight Prepaid
VEND~R
DEPARTMENT CONTACT
Requestor Name: Cody G Taylor
Requestor Phone: (304) 558-2036
Requestor Email: cody.g.taylor@wv.gov
Vendor Customer Code: 000000217607
CENTURYLINK PUBLIC COMMUNICATIONS, INC
PO BOX600
KS
OLATHE
66063-0060
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 30
INVOICE -TO
SHIP TO
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE 300
1409 GREENBRIER ST
WV 25311
CHARLESTON
WV 25311
CHARLESTON
us
us
ITotal Order Amount
Open End
J
PURCHASING DIVISION AUTHORIZATION
ATTORNEY GENERAL APPROVAL AS TO FORM
ENCUMBRANCE CERTIFICATION
SIGNED BY: Linda B Harper
DATE: 2017-11-08
SIGNED BY: Paul Anthony Martin
DATE: 2017-11-14
SIGNED BY: Beverly Toler
DATE: 2017-11-15
ELECTRONIC SIGNATURE ON FILE
ELECTRONIC SIGNATURE ON FILE
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Nov 15, 2017
Order Number:
COR61453
Page:
FORM ID: WV_PRC_CMA_001 8114
Extended Description:
Change Order #5 - To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2018 through February 14, 2019.
Renewals Remaining: 1
No other changes.
Line
Commodity Code
1
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, inter1ata, intrelata} price per minute for continuous voice biometrics (Continuous} which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description:
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
Date Printed:
Nov 15, 2017
Order Number:
COR61453
Page:
2
FORM ID : WV_PRC_CMA_001 8/14
COR61453
Document Phase
Document Description
Page3
Final
COR61453 - Inmate Phone Services
of 3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Agency Master Agreement
Order Date: 2018-11-15
Order Number: AMA 0608
0608 CORX61453
Procurement Folder:
474164
Reason for Modification:
attach information from the original CMA
Document Name: Change Order No. 5
Document Description: COR61453 - Inmate Phone Services
Procurement Type: Agency Master Agreement
Buyer Name: Cody G Taylor
Telephone:
Email: cody.g.taylor@wv.gov
Shipping Method: Best Way
Effective Start Date: 2015-02-15
Free on Board: FOB Dest, Freight Prepaid
Effective End Date: 2019-02-14
YEN DOR
DEPARTMENT CONTACT
Requestor Name: Cody G Taylor
Requestor Phone: (304) 558-2036
Requestor Email: cody.g.taylor@wv.gov
Vendor Customer Code: 000000217606
CENTURYLINK
100 CENTURYTEL DR
LA
MONROE
71203
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 0
SHIP TO
INvOICETO
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE 300
1409 GREENBRIER ST
CHARLESTON
WV 25311
CHARLESTON
WV 25311
us
us
lTotal Order Amount l
Open End
DEPARTMENT AUTHORIZED SIGNATURE
s
SIGNED BY: Amy Chaffin
DATE: 2018-11-15
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Nov 15, 2018
Order Number:
CORX61453
Page:
FORM ID : WV_PRC_AMA_001 8/14
Extended Description:
Change Order #5- To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2018 through February 14, 2019.
Renewals Remaining: 1
No other changes.
Converting CMA COR61453 to AMA CORX61453 per HB4338
procurement folder 77629
Line
Commodity Code
1
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata, intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description:
interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
Date Printed:
Nov 15, 2018
Order Number:
CORX61453
Page:
2
FORM ID : WV_PRC_AMA_001 8/14
CORX61453
Document Phase
Document Description
Pagel
Final
COR61453 - Inmate Phone Services
of3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
GENERAL TERMS
AND CONUITIONS;
1. CONTRACTUAL AGREEMENT: Issuance of a Purchase Order signed by the Purchasing Division
Director, or his designee, and approved as to form by the Attorney General's office constitute;
acceptance of this Contract made by and between the State of West Virginia and the Vendor. Vendor's
signature on its bid signifies Vendor's agreement to be bound by and accept the terms and conditions
contained in this Contract.
2. DEFINITIONS: As used in this Solicitation I Contract, the following terms shall have the meanin~
attributed to them below. Additional definitions may be found in the specifications included with this
Solicitation I Contract.
2.1 "Agency" or "Agencies" means the agency, board, commission, or other entity of the State of
West Virginia that is identified on the first page of the Solicitation or any other public entity
seeking to procure goods or services under this Contract
2.2 "Contract" means the binding agreement that is entered into between the State and the Vendor
to provide the goods and services requested in the Solicitation.
2.3 "Director" means the Director of the West Vrrginia Department of Administration, Purchasing
Division.
2.4 "Purchasing Division" means the West Virginia Department of Administration, Purchasing
Division.
2.5 "Purchase Order" means the document signed by the Agency and the Purchasing Division, and
approved as to form by the Attorney General, that identifies the Vendor as the successful bidder
and Contract holder.
2.6 "Solicitation" means the official solicitation published by the Purchasing Division and identified
by number on the first page thereof.
2.7 "State" means the State of West Virginia and/or any of its agencies, commissions, boards, etc.
as context requires.
2.8 "Vendor" or "Vendors" means any entity submitting a bid in response to the Solicitation, the
entity that has been selected as the lowest responsible bidder, or the entity that has been awarded
the Contract as context requires.
Revised 08'1lfJ.013
3. CONTRACT TERM; RENEWAL; EXTENSION: The term of this Contract shall be detennined in
accordance with the categorythat bas been identified as applicable to this Contract below:
I.1I
Term Contract
Initial Contract Term: 1bis Contract becomes effective on February 15, 2015
and extends for a period of one (1)
year(s).
Renewal Term: This Contract may be renewed upon the mutual written consent of the
Agency, and the Vendor, with approval of the Purchasing Division and the Attorney
General's office (Attorney General approval is as to form only). Any request for renewal
must be submitted to the Purchasing Division Director thirty (30) da)'S prior to the expiration
date of the initial contract term or appropriate renewal term. A Contract renewal shall be in
accordance with the terms and conditions of the original contract. Renewal of this Contract
is limited to four (4)
successive one (1) }':Br periods. Automatic renewal of
this Contract is prohibited. Notwithstanding the foregoing, Purchasing Division approval is
not required on agency delegated or exempt purohases. Attorney General approval may be
required for vendor terms and conditions.
Reasonable Time Extension:
At the sole discretion of the Purchasing Division Director,
and with approval from the Attorney General's office (Attorney General approval is as to
form only), this Contract may be extended for a reasonable time after the initial Contract
term or after any renewal term as may be necessary to obtain a new contract or renew this
Contract. Any reasonable time extension shall not exceed twelve (12) months. Vendor may
avoid a reasonable time extension by providing the Purchasing Division Director with written
notice of Vendor's desire to terminate this Contract 30 da:ys prior to the expiration of the then
current term. During any reasonable time extension period, the Vendor may terminate this
Contract for any reason upon giving the Purchasing Division Director 30 da:ys written notice.
Automatic extension of this Contract is prohibited.
Notwithstanding the foregoing,
Purchasing Division approval is not required on agency delegated or exempt purchases, but
Attorney General approval may be required.
Release Order Limitations: Jn the event that this contract permits release orders, a release
order may only be issued during the time this Con1ract is in effect. Any release order ism.Jed
within one year of the expiration of this Contract shall be effective for one year from the date
the release order is issued. No release order may be extended be~ one year after this
Contract has expired.
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Rcrisal 08/2112013
Fixed Period Contract: This Contract becomes effective upon Vendor's receipt of the notice to
proceed and must be completed within
days.
0
One Time Purchase: The term of this Contract shall run from the issuance of the Purchase
Order lllltil all of the goods contracted for have been delivered. but in no event shall this Contract
extend for more than one fiscal year.
0
Other: See attached.
4. NOTICE TO PROCEED:
Vendor shall begin performance of this Contract immediately upon
receiving notice to proceed unless otherwise instructed by the Agency. Unless otherwise specified, the
fully executed Purchase Order will be considered notice to proceed
5. QUANTITIES:
The quantities required under this Contract shall be determined in accordance with
the category that has been identified as applicable to this Contract below.
Open End Contract: Quantities listed in this Solicitation are approximations only, based on
estimates supplied by the Agency. It is understood and agreed that the Contract shall cover the
quantities actually ordered for delivery during the term of the Contract, whether more or less
than the quantities shown.
0
Service: The scope of the service to be provided will be more clearly defmed in the
specifications included herewith.
0
Combined Service and Goods: The scope of the service and deliverable goods to be provided
will be more clearly defined in the specifications included herewith.
0
One Time Purchase:
This Contract is for the purchase of a set quantity of goods that are
identified in the specifications included herewith.
Once those items have been delivered, no
additional goods may be procured under this Contract without an appropriate change order
approved by the Vendor, Agency, Purchasing Division, and Attorney General's office.
6. PRICING: The pricing set forth herein is firm for the life of the Contract, unless specified elsewhere
within this Solicitation/Contract by the State. A Vendor's inclusion of price adjustment provisions in its
bid, without an express mthorization from the State in the Solicitation to do so, may result in bid
disqualification.
7. EMERGENCY PURCHASES: The Purchasing Division Director may authorize the Agency to
purchase goods or services in the open market that Vendor would otherwise provide under this Contract
if those goods or services are for immediate or expedited delivery in an emergency. Emergencies shall
include, but are not limited to, delays in transportation or an unanticipated increase in the volume of
work. An emergency purchase in the open market, approved by the Purchasing Division Director, shall
not constitute of breach of this Contract and shall not entitle the Vendor to any form of compensation or
damages.
This provision does not excuse the State from fulfilling its obligations wider a One Time
PUJChase contract.
8. REQUIRED DOCUMENTS: All of the items checked below must be provided to the Purchasing
Division bythe Vendor as specified below.
Revised 08/2112013
D
BID BOND: All Vendors shall furnish a bid bond in the amount of five percent (5%) of the
total amount of the bid protecting the State of West Virginia. The bid bond must be submitted
with the bid
0
PERFORMANCE BOND: The apparent successful Vendor shall provide a performance bond
in the amount of
. The perfomumce bond must be
issued and received by the Purchasing Division prior to Contract award. On construction
contracts, the performance bond must be 100% of the Contract value.
0
LABOR/MATERIAL PAYMENT BOND: The apparent successful Vendor shall provide a
labor/material pa)l.lllent bond in the amount of 100% of the Contract value. The labor/material
payment bond must be issued and delivered to the Purchasing Division prior to Contract award.
\
Jn lieu of the Bid Bond, Performance Bond, and Labor/Material Payment Bond, the Vendor may provide
certified checks, cashier's checks, or irrevocable letters of credit. Any certified check, cashier's check,
or irrevocable letter of credit provided in lieu of a bond must be of the same amount and delivered on the
same schedule as the bond it replaces.
A letter of credit submitted in lieu of a performance and
labor/material pa)ment bond will only be allowed for projects under $100,000. Personal or business
checks are not acceptable.
0
MAINTENANCE BOND:
The apparent successful Vendor shall provide a two (2) ~ar
maintenance bond covering the roofing system.
The maintenance bond must be issued and
delivered to the Purchasing Division prior to Contract award.
WORKERS' COMPENSATION INSURANCE: The apparent successful Vendor shall have
appropriate workers' compensation insurance and shall provide proof thereof upon request.
INSURANCE: The apparent successful Vendor shall furnish proof of the following insurance
prior to Contract award and shall list the state as a certificate holder:
0
0
0
D
D
0
0
Revised 08121'2013
Commercial General Liability Insurance:
$1,000,000.00
or more.
Builders Risk Insurance: builders risk - all risk insurance in an amount equal to
100% of the amount of the Contract.
The apparent successful Vendor shall also furnish proof of any additional insurance requirements
contained in the specifications prior to Contract award regardless of whether or not that
insurance requirement is listed above.
0
LICENSE(S) I CERTIFICATIONS I PERMITS: In addition to anything required under the
Section entitled licensing, of the General Terms and Conditions, the apparent successful Vendor
shall furnish proof of the following licenses, certifications, and/or permits prior to Contract
award, in a form acceptable to the Purchasing Division.
D
D
D
D
The apparent successful Vendor shall also furnish proof of any additional licenses or
certifications contained in the specifications prior to Contract award regardless of whether or not
that requirement is listed above.
9. LITIGATION BOND: The Director reserves the right to require eny Vendor that files a protest of an
award to submit a litigation bond in the amount equal to one percent of the lowest bid submitted or
$5,000, whichever is greater.
The entire amowit of the bond shall be forfeited if the hearing officer
determines that the protest was filed for frivolous or improper purpose, including but not limited to, the
pwpose of harassing. causing unnecessary delay, or needless expense for the Agency. All litigation
bonds shall be made payable to the Purchasing Division. In lieu of a bond, the protester may submit a
cashier's check or certified check.payable to the Purchasing Division. Cashier's or certified checks will
be deposited with and held by the State Treasurer's office. If it is determined that the protest has not
been filed for frivolous or improper pmpose, the bond or deposit shall be returned in its entirety.
10. ALTERNATES: Any model, brand, or specification listed herein establishes the accept.able level of
quality only and is not intended to reflect a preference for, or in any way favor, a particular brand or
vendor. Vendors may bid alternates to a listed model or brand provided that the alternate is at least
equal to the model or brand and complies with the required specifications. The equality of eny alternate
being bid shall be determined by the State at its sole discretion. Any Vendor bidding an alternate model
or brand should clearly identify the alternate items in its bid and should include manufacturer's
specifications, industry literature, and/or any other relevant documentation demonstrating the equality of
the alternate items. Failure to provide information for alternate items may be grounds for rejection of a
Vendor's bid.
11. EXCEPTIONS AND CLARIFICATIONS: The Solicitation contains the specifications that shall
form the basis of a contractnal agreement Vendor shall clearly mark any exceptions, clarifications, or
Rmsed 0812112013
other proposed modifications in its bid. Exceptions to, clarifications ot: or modifications of a
requirement or term and condition of the Solicitation may result in bid disqualification.
12. LIQUIDATED DAMAGES: Vendor shall pay liquidated damages in the amount
$300 per day
for
work not performed on the contract.
This clause shall in no way be considered exclusive and shall not limit the State or Agency's right to
pursue any other available remedy.
13. ACCEPTANCE/REJECTION: The State may accept or reject any bid in whole, or in part. Vendor's
signature on its bid signifies acceptance of the terms and conditions contained in the Solicitation and
Vendor agrees to be bound by the terms of the Contract, as reflected in the Purchase Order, upon receipt.
14. REGISTRATION: Prior to Contract award, the apparent successful Vend.or must be properly
registered with the West Virginia Purchasing Division and must have paid 1he $125 fee if applicable.
15. COMMUNICATION UMJTATIONS: In accordance with West Virginia Code of State Rllles §1481-6.6, communication with the State of West Virginia or any of its employees regarding this Solicitation
during the solicitation, bid, evaluation or award periods, except through the Purchasing Division, is
strictly prohibited without prior Purchasing Division approval. Purchasing Division approval for such
communication is implied for all agency delegated and exempt purchases.
This Contract shall continue for the term stated herein, contingent upon funds being
appropriated by the Legislature or otherwise being made available. Jn the event funds are not
appropriated or otherwise made available, this Contract becomes void and of no effect beginning on July
1 of the :fiscal )e8J for which funding has not been appropriated or otherwise made available.
16. FUNDING:
17. PAYMENT: Payment in advance is prohibited under this Contract. Pa)ID.ent may only be made after
the delivery and acceptance of goods or services. The Vend.or shall submit invoices, in arrears, to the
Agencyat the address on the face of the purchase order labeled "Invoice To."
18. UNIT PRICE: Unit prices shall prevail in cases of a discrepancy in the Vendor's bid.
19. DELIVERY: All quotations are considered freight on board destination ("F .O.B. destination'') unless
alternate shipping terms are clearly identified in the bid.
Vendor's listing of shipping terms that
contradict the shipping terms expressly required by this Solicitation may result in bid disqualification.
20. INTEREST: Interest attributable to late pa)ID.ent will only be permitted if authorized by the West
Virginia Code. Presently, there is no provision in the law for interest on late payments.
21. PREFERENCE: Vendor Preference may only be granted upon written request and only in accordance
with the West Virginia Code § SA-3-37 and the West Virginia Code of State Rules. A Resident Vendor
Certification form has been attached hereto to allow Vendor to apply for the preference. Vendor's
Reriaecl 081211201.3
failure to submit the Resident Vendor Certification form with its bid will result in denial of Vendor
Preference. Vendor Preference does not applyto construction projects.
22. SMALL, WOMEN-OWNED, OR MINORITY-OWNED BUSINESSES: For any solicitations
publicly advertised for bid on or after July 1, 2012, in accordance with West Virginia Code §5A-337{a)(7) and W. Va. CSR§ 148-22-9, any non-resident vendor certified as a small, women-owned, or
minority.owned business under W. Va. CSR § 148-22-9 shall be provided the same preference made
available to any resident ·vendor. Any non-resident small, women-owned, or minority.owned business
must identify itself as such in writing, must submit that writing to the Purchasing Division with its bid,
and must be properly certified under W. Va. CSR§ 148-22-9 prior to submission of its bid to receive the
preferences made available to resident vendors. Preference for a non-resident small, women-owned, or
minorityowned business shall be applied in accordance with W. Va. CSR§ 148-22-9.
23. TAXES: The Vendor shall pay any applicable sales, use, personal property or any other taxes arising
out of this Contract and the transactions contemplated thereby. The State of West Virginia is exempt
from federal and state tax.es and will not pay or reimburse such taxes.
24. CANCELLATION: The Purchasing Division Director reserves the right to cancel this Contract
immediately upon written notice to the vendor if the materials. or workmanship supplied do not conform
to the specifications contained in the Contract.
The Purchasing Division Director may cancel any
purchase or Contract upon 30 days written notice to the Vendor in accordance with West Virginia Code
of State Rules § 148-1-7.16.2.
25.-WAIVER OF MINOR IRREGULARITIES: The Director reserves the right to waive minor
irregularities in bids or specifications in accordance with West Virginia Code of State Rules§ 148-1-4.6.
26. TIME: Time is of the essence with regard to all matters of time and performance in this Contract.
27. APPLICABLE LAW: This Contract is governed by and interpreted under West Virginia law without
giving effect to its choice of law principles. Any information provided in specification manuals, or any
other source, verbal or written, which contradicts or violates the West Virginia Constitution, West
Virginia Code or West Virginia Code of State Rules is void and of no effect.
28. COMPLIANCE: Vendor shall comply with all applicable federal, state, and local laws, regulations and
ordinances. By submitting a bid, Vendors acknowledge that they have reviewed, understand, and will
comply with all applicable law.
29. PREVAILING WAGE: On any contract for the construction of a public improvement, Vendor and any
subcontractors utilized by Vendor shall pay a rate or rates of wages which shall not be less than the fair
minimum rate or rates of wages (prevailing wage), as established by the West Virginia Division of
Labor
under
West
Virginia
Code
§§
21-SA-1
et
seq.
and
available
at
http://www.sos.wv.gov/administrative-law/wagerates/Pages/default.aspx.
Vendor shall be responsible
for ensuring compliance with prevailing wage requirements and detcnnining when prevailing wage
Riwised 08121'2013
requirements are applicable. The required contract provisions contained in West Virginia Code of State
Rules§ 42-7-3 are specificallyincorporated herein byreference.
30. ARBITRATION: Any references made to arbitration contained in this Contract, Vendor's bid, or in
any American Institute of Architects documents pertaining to this Contract are hereby deleted, void, and
of no effect
31. MODIFICATIONS: This writing is the parties' final expression· of intent. Notwithstanding an}thing
contained in this Contract to the contrary, no modification of this Contract shall be binding without
mutual written consent of the Agency, and the Vendor, with approval of the Purchasing Division and the
Attorney General's office (Attorney General approval is as to form only).
No Change shall be
implemented by the Vendor until such time as the Vendor receives an approved written change
order from the Purchasing Division.
32. WAIVER: The failure of either party to insist upon a strict performance of any of the terms or
provision of this Contract, or to exercise any option, right, or remedy herein contained, shall not be
construed as a waiver or a relinquishment for the future of such term, provision, option, right, or remedy,
but the same shall continue in :full force and effect. Any waiver must be expressly stated in writing and
signed bythe waiving party.
33. SUBSEQUENT FORMS: The terms and conditions contained in this Contract shall supersede any and
all subsequent terms and conditions which may appear on any form documents submitted by Vendor to
the Agency or Purchasing Division such as price lists, order forms, invoices, sales agreements, or
maintenance agreements, and includes internet websites or other electronic documents. Acceptance or
use of Vendor's forms does not constitute acceptance of the terms and conditions contained thereon.
34. ASSIGNMENT: Neither this Contract nor any monies due, or to become due hereunder, may be
assigned by the Vendor without the express written consent of the Agency, the Purchasing Division, the
Attorney General's office (as to form onl~, and any other government agency or office that may be
required to approve such assignments. Notwithstanding the foregoing. Purchasing Division approval
may or may not be required on certain agency delegated or exempt purchases.
35. WARRANTY: The Vendor expressly warrants that the goods and/or services covered by this Contract
will: (a) conform to the specifications, drawings, samples, or other description furnished or specified by
the Agency; (b) be merchantable and fit for the purpose intended; and (c) be free from defect in material
and workmanship.
36. STATE EMPLOYEES: State emplo)ees are not permitted to utilize this Contract for personal use and
the Vendor is prohibited from permitting or facilitating the same.
37. BANKRUPTCY: In the event the Vendor files for bankruptcy protection, the State of Wea. Virginia
may deem this Contract null and void, and tenninate this Contract without notice.
RMsed 0812112013
38. [RESERVED)
39. CONFIDENTIALITY: The Vendor agrees that it will not disclose to an}One, directly or indirectly, any
such personally identifiable information or other confidential information gained from the Agency,
unless the individual who is the subject of the lliformation consents to the disclosure in writing or the
disclosure is made pursuant to the Agency's policies, procedures, and rules. Vendor further agrees to
comply with the Confidentiality Policies and Information Security Accountability Requirements, set
forth in http://www.state.wv.us/admin/purchase/privac y/default.html.
40. DISCLOSURE: Vendor's response to the Solicitation and the resulting Contract are considered public
documents and will he disclosed to the public in accordance with the laws, rules, and policies governing
the West Virginia Purchasing Division.
Those laws include, but are not limited to, the Freedom of
Information Act found in West Virginia Code § 298-1-1 et seq.
If a Vendor considers any part of its bid to be exempt from public disclosure, Vendor must so indicate
by specifically identif)ing the exempt information, identif)ing the exemption that applies, providing a
detailed justification for the exemption, segregating the exempt information from the general bid
information, and submitting the exempt information as part of its bid but in a segregated and clearly
identifiable format. Failure to comply with the foregoing requirements will result in public disclosure
of the Vendor's bid without further notice. A Vendor's act of marking all or nearly all of its bid as
exempt is not sufficient to avoid disclosure and Wll..L NOT BE HONORED. Vendor's act of marking a
bid or any part thereof as "confidential" or "proprietary'' is not sufficient to avoid disclosure and Wll.L
NOT BE HONORED. In addition, a legend or other statement indicating that all or S\lhstantially all of
the bid is exempt from disclosure is not sufficient to avoid disclosure and Wll..L NOT BE HONORED.
Vendor will be required to defend any claimed exemption for nondiclosure in the event of an
administrative or judicial challenge to the State's nondisclosure. Vendor must indemnify the State for
any costs incurred related to any exemptions claimed by Vendor.
Any questions regarding the
applicability of the various public records laws should be addressed to ~ur own legal counsel prior to
bid submission.
41. LICENSING: In accordance with West Virginia Code of State Rules §148-1-6.1.7, Vendor must be
licensed and in good standing in accordance with any and all state and local laws and requirements by
any state or local agency of West Virginia, including, but not limited to, the West Virginia Secretary of
State's Office, the West Virginia Tax Department, West Virginia Insurance Commission, or any other
state agency or political subdivision. Upon request, the Vendor must provide all necessary releases to
obtain information to enable the Purchasing Division Director or the Agency to verify that the Vendor is
licensed and in good standing with the above entities.
42. ANTITRUST: In submitting a bid to, signing a contract with, or accepting a Purchase Order from any
agency of the State of West Virginia, the Vendor agrees to convey, sell, assign, or transfer to the State of
West Virginia all rights, title, and interest in and to all causes of action it may now or hereafter acquire
under the antitrust laws of the United States and the State of West Virginia for price fixing and/or
unreasonable restraints of trade relating to the particular commodities or services purchased or acquired
by the State of West Virginia. Such assignment shall be made and become effective at the time the
Rllvillm 01112112013
purohasing agency tenders the initial payment to Vendor.
43. VENDOR CERTiftCATIONS: By signing its bid or entering into this Contract, Vendor certifies (1)
that its bid was made without prior understanding, agreement, or connection with any corporation, firm,
limited liability company, partnership, person or entity submitting a hid for the same material, supplies,
equipment or services; (2) that its bid is in all respects fair and without collusion or fraud; (3) that this
Contract is accepted or entered into without any prior wuierstanding, agreement, or connection to any
other entity that could be considered a violation of law; and (4) that it has reviewed this RFQ in its
entirety, understands the requirements, terms and conditions, and other infonnation contained
herein. Vendor's signature on its bid also affirms that neither it nor its representatives have any interest,
nor shall acquire any interest, direct or indirect, which would compromise the performance of its
services hereunder. Any such interests shall be promptlypresented in detail to the Agency.
The individual signing this bid on behalf of Vendor certifies that he or she is authorized by the Vendor
to execute this bid or any documents related thereto on Vendor's behalf; that he or she is authorized to
bind the Vendor in a contractual relationship; and that, to the best of his or her knowledge, the Vendor
has properly registered with any State agency that may require registration.
44. PURCHASING CARD ACCEPf ANCE: The State of West Virginia currently utilizes a PurchMing
Card program, administered under contract by a banking institution, to process payment for goods and
services. The Vendor must accept the State of West Virginia's Purchasing Card for payment of all
orders under this Contract unless the box below is checked.
D
Vendor is not required to accept the State of West Virginia's Purchasing Card as payment for all
goods and services.
45. VENDOR RELATIONSHIP: The relationship of the Vendor to the State shall be that of an
independent contractor and no principal-agent relationship or employer-employee relationship is
contemplated or created by this Contract. The Vendor as an independent contractor is solely liable for
the acts and omissions ofits employees and agents. Vendor shall be responsible for selecting,- supervising,
and compensating any and all individuals emplo}ed pursuant to the terms of this Solicitation
and resulting contract. Neither the Vendor, nor any employees or subcontractors of the Vendor, shall
be deemed to be employees of the State for any pwpose whatsoever. Vendor shall be exclusively
responsible for payment of employees and contractors for all wages and salaries, taxes, withholding
payments, penalties, fees, fringe benefits, professional liability insurance premiums, contributions to
insurance and pension, or other deferred compensation plans, including but not limited to, Workers'
Compensation and Social Security obligations, licensing fees, etc. and the filing of all necessary
documents, fonns and returns pertinent to all of the foregoing. Vend.or shall hold harmless the State, and
shall provide the State and Agency with a defense against any and all claims including, but not limited
to, the foregoing payments, withholdings, contnbutions, taxes, Social Security taxes, and emplo)'el'
income tax returns.
46. INDEMNIFICATION: The Vendor agrees to indemnify, defend, and hold harmless the State and the
Agency, their officers, and employees from and against: (1) Any claims or losses for services rendered
Revised 0812112013
by any subcontractor, person, or fum performing or supplying services, materials, or supplies in
eonnection with the performance of the Contract; (2) Any claims or losses resulting to any person or
entity injured or damaged by the Vendor, its officers, employees, or subcontractors by the publication,
translation, reproduction, delivery, performance, use, or disposition of any data used under the Contract
in a manner not authorized by the Contract, or by Federal or State statutes or regulations; and (3) Any
failure of the Vendor, its officers, emplo')IOOs, or subcontractors to observe State and Federal laws
including, but not limited to, labor and wage and hour laws.
47. PURCHASING AFFIDAVIT: In accordance with West Virginia Code § SA-3-1 Oa, all Vendors are
required to sign, notarize, and submit the Purchasing Affidavit stating that neither the Vendor nor a
related party owe a debt to the State in excess of $1,000. The affidavit must be submitted prior to
award, but should be submitted with the Vendor's bid. A copy of the Purchasing Affidavit is included
herewith.
48. ADDITIONAL AGENCY AND LOCAL GOVERNMENT USE: This Contract may be utilized by
and extends to other agencies, spending units, and political subdivisions of the State of West Virginia;
county, municipal, and other local government bodies; and school districts t'Other Government
Entities''). This Contract shall be extended to the aforementioned Other Government Entities on the
same prices, terms, and conditions as those offered and agreed to in this Contract. If the Vend.or does
not wish to extend the prices, terms, and conditions of its bid and subsequent contract to the Other
Government Entities, the Vendor must clearly indicate such refusal in its bid A refusal to ex.tend this
Contract to the Other Government Entities shall not impact or influence the award of this Contract in
any manner.
49. CONFLICT OF INTEREST: Vendor, its officers or members or emplo)!Ces, shall not presently have
or acquire any interest, direct or indirect, which would conflict with or compromise the performance of
its obligations hereunder. Vendor shall periodically inquire of its officers, members and employees to
ensure that a conflict of interest does not arise. Any conflict of interest discovered shall be promptly
presented in detail to the Agency.
SO. REPORTS: Vendor shall provide the Agency and/or the Purchasing Division with the following
reports identified by a checked box below:
Such reports as the Agency and/or the Purchasing Division may request. Requested reports may
include, but are not limited to, quantities purchased, agencies utilizing the contract, total contract
expenditures by agency, etc.
0
Quarterly reports detailing the total quantity of purchases in units and dollars, along with a listing
of purchases by agency. Quarterly reports should be delivered to the Purchasing Division via
email at purchasing.reguisitions@wv.gov.
15-20~3, the Director of the Division
of Protective Services shall require any service provider whose employees are regularly employed on the
grounds or in the buildings of the Capitol complex or who have access to sensitive or critical
information to submit to a fingerprint-based state and federal background inquiry through the state
51. BACKGROUND CHECK: In accordance with W. Va. Code§
Revised 08/2112013
repository. The service provider is responsible for any costs associated with the fingerprint-based state
and federal background inquiry.
After the contract for such services has been approved, but before any such emplo)'Ces are permitted to
be on the grounds or in the buildings of the Capitol complex or have access to sensitive or critical
information, the service provider shall submit a list of all persons who will be physically present and
working at the Capitol complex to the Director of the Division of Protective Services for purposes of
verifying compliance with this provision.
The State reserves the right to prohibit a seivice provider's emplo)CeS from accessing sensitive or
critical information or to be present at the Capitol complex based upon results addressed from a criminal
background check.
Service providers should contact the West Virginia Division of Protective Services by phone at
(304) 558-9911 for more information.
52. PREFERENCE FOR USE OF DO:MESTIC STEEL PRODUCTS: Except when authorized by the
Director of the Purchasing Division pursuant to W. Va. Code § SA-3-56, no contractor may use or
supply steel products for a State Contract Project other than those steel products made in the United
States. A contractor who uses steel products in violation of this section may be subject to civil penalties
pursuant to W. Va. Code § SA-3-56. As used in this section:
a.
"State Contract Project" means any erection or construction o~ or any addition to, alteration of
or other improvement to any building or structure, including, but not limited to, roads or
highways, or the installation of any heating or cooling or ventilating plants or other equipment,
or the supply of and materials for such projects, pursuant to a contract with the State of West
Virginia for which bids were solicited on or after June 6, 2001.
b. "Steel Products" means products rolled, formed, shaped, drawn, extruded, forged, cast,
fabricated or otherwise similarly processed, or processed by a combination of two or more or
such operations, from steel made by the open heath, basic oxygen, electric furnace, Bessemer or
other steel making process.
The Purchasing Division Director may, in writing, authorize the use of foreign steel products if:
a. The cost for each contract item used does not exceed one tenth of one percent (.1 %) of the total
contract cost or two thousand five hundred dollars ($2,500.00), whichever is greater. For the
purposes of this section, the cost is the value of the steel product as delivered to the project; or
b. The Director of the Purchasing Division determines that specified steel materials are not
produced in the United States in sufficient quantity or otherwise are not reasonably available to
meet contract requirements.
53. PREFERENCE FOR USE OF DOMESTIC ALUMINUM, GLASS, AND STEEL: In Accordance
Revised 08121/2013
with W. Va. Code § 5-19-1 et seq., and W. Va. CSR § 148-10-1 et seq., for every oontnwt or
subcontract, subject to the limitations contained herein, for the construction, reconstruction, alteration,
repair, improvement or maintenance of public works or for the purchase of any item of machinery or
equipment to be used at sites of public works, only domestic aluminum, glass or steel products shall be
supplied unless the spending officer determines, in writing, after the receipt of offers or bids, (1) that the
oost of domestic aluminum, glflSS or steel products is unreasonable or inconsistent with the public
interest of the State of West Virginia, (2) that domestic aluminum, glass or steel products are not
produced in sufficient quantities to meet the oontract requirements, or (3) the available domestic
aluminum, glass, or steel do not meet the oontract specifications. This provision only applies to public
works contracts awarded in an amount more than fifty thousand dollars ($50,000) or public works
contracts that require more than ten thousand pounds of steel products.
The cost of domestic alnrninnrn, glass, or steel products may be unreasonable if the cost is more than
twenty percent (200Ai) of the bid or offered price for foreign made aluminum, glass, or steel products. If
the domestic aluminum. glass or steel products to be supplied or produced in a "substantial labor surplus
area", as defined by the United States Department of Labor, the cost of domestic aluminum, glass, or
steel products may be unreasonable if the cost is more than thirty percent (30%) of the bid or offered
price fur foreign made aluminum, glass, or steel products.
This preference shall be applied to an item of machinery or equipment, as indicated above, when the
item is a single unit of equipment or machinery manufactured primarily of aluminum, glass or steel, is
part of a public worlcs contract and has the sole pwpose or of being a permanent part of a single public
works project. This provision does not apply to equipment or machinery purchased by a spending unit
for use by that spending unit and not as part of a single public works project.
All bids and offers including domestic aluminum, glass or steel products that exceed bid or offer prices
including foreign aluminum, glass or steel products after application of the preferences provided in this
provision may be reduced to a price equal to or lower than the lowest bid or offer price for foreign
aluminum, glass or steel products plus the applicable preference. If the reduced bid or offer prices are
made in writing and supersede the prior bid or offer prices, all bids or offers, including the reduced bid
or offer prices, will be reevaluated in accordance with this rule.
RCYisecl 08121/2013
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Agency Master Agreement
Order Date: 2019-02-05
Order Number: AMA 0608
Procurement Folder:
0608 CORX61453
474164
Reason for Modification:
Renewal
Document Name: Change Order No. 6
Document Description: COR61453- Inmate Phone Services
Procurement Type: Agency Master Agreement
Buyer Name: Cody G Taylor
Telephone:
Email: cody.g.taylor@wv.gov
Shipping Method: Best Way
Effective Start Date: 2015-02-15
Free on Board: FOB Dest, Freight Prepaid
Effective End Date: 2020-02-14
DEPARTMENT~ONTACT
VENDOR
Requestor Name: Cody G Taylor
Requestor Phone: (304) 558-2036
Requestor Emall: cody.g.taylor@wv.gov
Vendor Customer Code: 000000217606
CENTURYLINK
100 CENTURYTEL DR
LA
MONROE
71203
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 0
SHIP TO
INVOICE TO
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE300
1409 GREENBRIER ST
WV 25311
CHARLESTON
CHARLESTON
WV 25311
us
us
ITotal Order Amount I
Open End
DEPARTMENT AUTHORIZED SIGNATURE
SIGNED BY: Betty K Slack
DATE: 2019-02-05
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Feb 05, 2019
Order Number:
CORX61453
Page:
FORM ID: WV_PRC_AMA_001 8114
Extended Description:
Change Order #6 - To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2019 through February 14, 2020.
Renewals Remaining: O
No other changes.
Change Order #5 - To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2018 through February 14, 2019.
Renewals Remaining: 1
No other changes.
Converting CMA COR61453 to AMA CORX61453 per HB4338
procurement folder 77629
Line
Commodity Code
1
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata, intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description:
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
Date Printed:
Feb 05, 2019
Order Number:
CORX61453
Page:
2
FORM ID: WV_PRC_AMA_001 8/14
CORX61453
Document Phase
Document Description
Page 3
Final
COR61453 - Inmate Phone Services
of 3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Agency Master Agreement
Order Date: 2019-02-05
Order Number: AMA 0608
Procurement Folder:
0608 CORX61453
474164
Reason for Modification:
Renewal
Document Name: Change Order No. 6
Document Description: COR61453 - Inmate Phone Services
Procurement Type: Agency Master Agreement
Buyer Name: Cody G Taylor
Telephone:
Email: cody.g .taylor@wv.gov
Shipping Method: Best Way
Effective Start Date: 2015-02-15
Free on Board: FOB Dest, Freight Prepaid
Effective End Date: 2020-02-14
DEPARTMENT CONTACT
VENDOR
Requestor Name: Cody G Taylor
Requestor Phone: (304) 558-2036
Requestor Email: cody.g.taylor@wv.gov
Vendor Customer Code: 000000217606
CENTURYLINK
100 CENTURYTEL DR
LA
MONROE
71203
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 0
SHIP TO
INVOICE TO
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS - CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE 300
1409 GREENBRIER ST
CHARLESTON
CHARLESTON
WV 25311
WV 25311
us
us
ITotal Order Amount I
Open End
DEPARTMENT AUTHORIZED SIGNATURE
SIGNED BY: Betty K Slack
DATE: 2019-02-05
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Feb 05, 2019
Order Number:
CORX61453
Page:
FORM ID: WV_PRC_AMA_001 8/14
Extended Description:
Change Order #6 - To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2019 through February 14, 2020.
Renewals Remaining: 0
No other changes.
Change Order #5 - To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2018 through February 14, 2019.
Renewals Remaining: 1
No other changes.
Converting CMA COR61453 to AMA CORX61453 per HB4338
procurement folder 77629
Line
1
Commodity Code
Manufacturer
Model No
81161707
Service From
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata , intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description :
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
Date Printed:
Feb 05 , 2019
Order Number:
CORX61453
Page:
2
FORM ID : WV_PRC_AMA_001 8/14
Document Phase
CORX61453
I Final
Document Description
Page3
COR61453 - Inmate Phone Services
of3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
CORRECT ORDER NUMBER
MUST APPEAR ON ALL PACKAGES,
INVOICES, AND SHIPPING PAPERS.
QUESTIONS CONCERNING THIS
ORDER SHOULD BE DIRECTED TO
THE DEPARTMENT CONTACT.
State of West Virginia
Agency Master Agreement
Order Date: 2018-07-24
Order Number: AMA 0608
Procurement Folder:
0608 CORX61453
474164
Reason for Modification:
Document Name: Change Order No. 5
Document Description: COR61453- Inmate Phone Services
Procurement Type: Agency Master Agreement
Buyer Name: Cody G Taylor
Telephone: (304) 558-2036
Email: cody.g.taylor@wv.gov
Shipping Method: Best Way
Effective Start Date: 2015-02-15
Free on Board: FOB Dest, Freight Prepaid
Effective End Date: 2019-02-14
DEPARTMENT CONTACT
VENDOR
Requestor Name: Cody G Taylor
Requestor Phone: (304) 558-2036
Requestor Email: cody.g.taylor@wv.gov
VendorCustomerCode:oooooo211606
CENTURYLINK
100 CENTURYTEL DR
LA
MONROE
71203
us
Vendor Contact Phone: (999) 999-9999
Extension:
Discount Percentage: 0.0000
Discount Days: 0
stiii~ro
INVOICE TO
FISCAL DEPARTMENT
FISCAL DEPARTMENT
DIVISION OF CORRECTIONS - CENTRAL OFFICE
DIVISION OF CORRECTIONS • CENTRAL OFFICE
1409 GREENBRIER ST STE 300
STE300
1409 GREENBRIER ST
CHARLESTON
CHARLESTON
WV 25311
WV 25311
us
us
ITotal Order Amount I
Open End
DEPARTMENT AUTHORIZED SIGNATURE
SIGNED BY: Herbert Mickey Skeens
DATE: 2018-07-24
ELECTRONIC SIGNATURE ON FILE
Date Printed:
Jul 24, 2018
Order Number:
CORX61453
Page:
FORM ID: WV_PRC_AMA_001 8/14
Extended Description:
Change Order #5 - To renew the original contract according to all terms, conditions, prices, and specifications contained in the original contract including all
authorized change orders.
Effective date of renewal February 15, 2018 through February 14, 2019.
Renewals Remaining: 1
No other changes.
Converting CMA COR61453 to AMA CORX61453 per HB4338
Line
Commodity Code
1
81161707
Service From
Model No
Manufacturer
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Blended per minute rate for all Intrastate calls
Extended Description:
Blended per minute rate for all Intrastate calls (local, interlata, intrelata) price per minute for continuous voice biometrics (Continuous) which will continually monitor
the call throughout the duration.
Line
Commodity Code
2
81161707
Service From
Manufacturer
Model No
Unit
Unit Price
EA
$0.032000
Service To
Commodity Line Description: Interstate Calls - Per minute rate
Extended Description:
Interstate Calls - Per minute rate for continuous voice biometrics (Continuous) which will continually monitor the call throughout the duration.
Date Printed:
Jul 24, 2018
Order Number:
CORX61453
Page:
2
FORM ID : WV_PRC_AMA_001 8/14
CORX61453
Document Phase
Document Description
Page 3
Fin al
COR61453 - Inmate Phone Services
of3
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
ADDITIONAL TERMS AND CONDITIONS
See attached document(s) for additional Terms and Conditions
