Prison Phone Justice

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES
This Amendment Number Four (“Amendment”) to Agreement Number 77655
(“Agreement”) is entered into by and between County of Los Angeles (“County”) and
Public Communications Services, Inc. (“Contractor”), effective June 20, 2016.
A.

WHEREAS, on September 20, 2011, the County Board of Supervisors approved
the Agreement, with an Initial Term from November 1, 2011, through October 31,
2016, with three one-year Option Terms and six months, for Contractor's
provision of Inmate Telephone System (ITS) and Services for the Los Angeles
County Sheriff’s Department (Department) and the Los Angeles County
Probation Department (Probation); and

B.

WHEREAS, in August 2012, County and Contractor agreed to implement
County’s option to install kiosks at various Department facilities, to enable,
among other things, the setting up of Pre-Paid Accounts to be used solely by
Inmates for ITS and Services, as defined in the Agreement, and County and
Contractor wish to formally memorialize herein the installation thereof; and

C.

WHEREAS, on December 2, 2013, County and Contractor entered into
Amendment Number One to the Agreement which, among other things, deleted
and replaced Exhibit B (Statement of Work) of the Agreement to change the
delivery method on Pre-Paid Call services from a tangible Pre-Paid Phone Card
to a Debit Phone Account (Cardless) administered by Contractor; and

D.

WHEREAS, on February 4, 2014, County and Contractor entered into
Amendment Number Two to the Agreement which (1) reduced the collect call
maximum dollar amount from $125 to $60 to any single destination phone
number in any continuous 30-day period, and (2) directed Contractor to
implement, not later than thirty (30) calendar days from the effective date of
Amendment Number Two, the recording of all telephone calls made from any
and all phones within the Sheriff’s Department Custody and Detention Facilities,
which are not made to an attorney or public defender telephone number,
including calls initiated by Pro-Per Inmates; and

E.

WHEREAS, on September 26, 2013, the Federal Communications Commission
(FCC) released a Report and Order and Notice of Proposed Rulemaking (FCC13-113) which, among other things, established interim rate caps on the
interstate calling rates charged by inmate calling service providers; and

F.

WHEREAS, on February 10, 2014, County and Contractor entered into
Amendment Number Three to the Agreement which reduced the Inmate
Telephone Billing Rate for Domestic Calls – Interstate Calls (Debit Phone
Account (Cardless) and Pre-Paid Account), effective February 11, 2014, in
Page 1 of 8

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES
compliance with FCC 13-113; and
G.

WHEREAS, on November 5, 2015, the FCC released a Second Report and
Order and Third Further Notice of Proposed Rulemaking (FCC 15-136) which,
among other things, established rate caps on interstate and intrastate calling
rates and eliminated, restricted, and/or further defined the fees which may be
charged by inmate calling service providers; and

H.

WHEREAS, on March 7, 2016, the United States Court of Appeals, District of
Columbia Circuit (D.C. Court) issued an order staying the implementation of rate
caps on the calling rates set forth in 47 CFR section 64.6010, and caps on fees
for single-call services set forth in 47 CFR section 64.6020(b)(2) pending judicial
review of the legality of those caps, as established by FCC 15-136; and

I.

WHEREAS, on March 23, 2016, the D.C. Court issued another order staying the
implementation of the interim rate caps set forth in 47 CFR section 64.6030 only
as they apply to the provision of intrastate calling services; and

J.

WHEREAS, all other provisions, rules, and regulations set forth in FCC 15-136
remain effective and shall be implemented by jail facilities by June 20, 2016; and

K.

WHEREAS, the Agreement currently expires on October 31, 2016; and

L.

WHEREAS, effective June 20, 2016, County and Contractor desire to amend the
Agreement to (1) modify the Inmate Telephone Billing Rates and implement new
FCC-authorized Ancillary Service Charges consistent with FCC 15-136, (2)
delete the Convenience and Single-Bill fees currently authorized under
Paragraph 9.5 (Miscellaneous Fees) of the Agreement, (3) add the Advance Pay
One Call (APOC) service, (4) formally memorialize the addition of Customer
kiosks at Sheriff's Department Custody and Detention Facilities, and (5) exercise
the first one-year Option Term from November 1, 2016, through October 31,
2017.

NOW THEREFORE, in consideration of the mutual covenants set forth herein, and for
good and valuable consideration, the receipt and sufficiency of which are hereby
acknowledged, County and Contractor agree to amend the Agreement as follows:
1.

Paragraph 2.52 of the Agreement is deleted in its entirety and replaced as
follows to update the definition of Total Billable Amount:
2.52

“Total Billable Amount” means the aggregate of total claims made by
Contractor against Inmates and Customers for Collect Call and Pre-Paid
Page 2 of 8

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES
Call services, excluding the Ancillary Service Charges and FCCpermissible Taxes and regulatory fees listed in Exhibit C (Telephone
Rates and Payment Schedule) of this Agreement for which revenue share
to County is not realized.
2.

Paragraph 6.2.5 of the Agreement is deleted in its entirety and replaced as
follows to delete the prior Paragraph 6.2.5 and to renumber and modify the
former Paragraph 6.2.6:
6.2.5 Notwithstanding Paragraph 6.2.3 above, an Amendment shall be mutually
agreed upon and executed by Sheriff and Contractor for any of the
following:

3.

(a)

any change that decreases the billing rate set forth on Attachment
2 (Speed Dial Call Rate to Designated County Entities) consistent
with Paragraph 9.4.4.

(b)

any change that incorporates new technologies, methodologies,
and techniques into the System or any of its components,
consistent with Paragraph 15 (New Technology) and such other
changes to the Agreement as are necessary or desirable in order
to implement such option, and

(c)

any change that exercises the options set forth in the Exhibit B
(Statement of Work), Section 2.2.1 (Description of Inmate
Telephones), Section 2.3.2.5 (Pre-Paid Call Services), and Section
6.0 (Proof of Concept) and such other changes to the Agreement
as are necessary or desirable in order to implement such options.

Paragraph 7 (Term) of the Agreement is deleted in its entirety and replaced as
follows to exercise the first one-year Option Term and from November 1, 2016
through October 31, 2017:
7.

TERM
7.1

The Term of this Agreement shall be from November 1, 2011,
through and including October 31, 2017, unless terminated earlier
in whole or in part, as provided herein.

7.2

The County has the option, at County’s discretion and upon notice
to Contractor prior to the end of the then-current period of the
Agreement Term, to extend the Term of this Agreement for up to
Page 3 of 8

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES
two (2) additional one (1) year periods, and a maximum of a six (6)
month transition period in any increment (each an "Option Term")
for a maximum total Agreement Term not to exceed eight (8) years
and six (6) Months. As used herein, the “Term” shall mean the
Initial Term and, if extended, each Option Term, as the case may
be. Each such extension shall be in the form of an Amendment
executed by both parties in accordance with Subparagraph 6.2.4
above.

4.

7.3

Contractor shall notify both Sheriff Project Director, Sheriff Project
Manager, Probation Project Director, and Probation Project
Manager when the current Term is within six (6) months from the
expiration of such, as provided in this Paragraph 7 (Term). Upon
occurrence of this event, Contractor shall send written notification
to the addresses herein provide in Exhibit K (County and
Contractor Administration) of the Agreement.

7.4

County maintains databases that track/monitor contractor
performance history. Information entered into such databases may
be used for a variety of purposes, including determining whether
County will exercise an Option Term extension of the Agreement.

Paragraph 9.4 (Inmate Telephone Billing Rates) of the Agreement is deleted in
its entirety and replaced as follows:
9.4

Inmate Telephone Billing Rates
9.4.1 Contractor shall charge Inmates and Customers for Collect and
Pre-Paid Calls at the inmate telephone billing rates set forth in
Section A (Inmate Telephone Billing Rates) of Exhibit C
(Telephone Rates and Payment Schedules) of this Agreement.
9.4.2 INTENTIONALLY OMITTED
9.4.3 The inmate telephone billing rates set forth in Section A (Inmate
Telephone Billing Rates) of Exhibit C (Telephone Rates and
Payment Schedules) of this Agreement shall remain the same and
fixed for the Term of the Agreement, unless modifications to these
inmate telephone billing rates are mandated or otherwise required
by the Federal Communications Commissions (FCC), California
Public Utilities Commission (CPUC), or other governmental
regulatory agency having standing in the State of California. Such
Page 4 of 8

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES
modifications shall only be made by way of an Amendment as
required in Paragraph 6 (Change Orders and Amendments) of this
Agreement and shall be mutually agreed upon and executed by
Board and Contractor.
9.4.4 Contractor shall charge the County for Speed Dial Calls made by
Inmates to designated County entitles at the rate set forth in
Attachment 2 (Speed Dial Call Rates to Designated County
Entities) of Exhibit C (Telephone Rates and Payment Schedule) of
this Agreement. This call rate may be adjusted downward only.
Such changes shall only be made by way of an Amendment as
required in Paragraph 6 (Change Orders and Amendments) and
shall be mutually agreed upon and executed by Sheriff and
Contractor.
5.

Paragraph 9.5 (Miscellaneous Fees) of the Agreement is deleted in its entirety
and replaced as follows to rename Paragraph 9.5 “Ancillary Service Charges”
and revise fees consistent with FCC 15-136:
9.5

Ancillary Service Charges
9.5.1 Contractor shall only charge Customers the Ancillary Service
Charges, for which revenue share to County is not realized, that
are expressly set forth in Section C (Ancillary Service Charges) of
Exhibit C (Telephone Rates and Payment Schedule) of this
Agreement, and only in the amounts and at the rates set forth in
Section C (Ancillary Service Charges) of Exhibit C (Telephone
Rates and Payment Schedule) of this Agreement. These charges
shall remain the same and fixed for the Term of the Agreement,
unless modifications to these Ancillary Service Charges are
mandated or otherwise required by FCC, CPUC, or other
governmental regulatory agency having standing in the State of
California. Such modifications shall only be made by way of an
Amendment as required in Paragraph 6 (Change Orders and
Amendments) of this Agreement and shall be mutually agreed
upon and executed by Board and Contractor.
9.5.2 INTENTIONALLY OMITTED

6.

Paragraph 9.6 (Taxes and Regulatory Fees) is added to the Agreement as
follows:

Page 5 of 8

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES
9.6

Taxes and Regulatory Fees
9.6.1 Contractor shall only charge mandatory applicable pass-through
Taxes and regulatory fees as set forth on Exhibit C (Telephone
Rates and Payment Schedule) of this Agreement and expressly
authorized by the FCC. Such mandatory applicable pass-through
Taxes and regulatory fees shall be applied separately and passed
through to Inmates and Customers directly with no mark-up.

7.

Subparagraph 3.1.1 of Exhibit A (Additional Terms and Conditions) of the
Agreement is deleted in its entirety and replaced as follows to include
communications related to contract negotiations:
3.1.1 Contractor shall maintain the confidentiality of all records and information,
including all records and information pertaining to Inmates, telephone
usage, and/or payment or prepayment of any calls, accounts, etc. and all
events and/or circumstances which are obtained, to which Contractor has
access and/or which occur during the course of Contractor’s performance
under the Agreement, including all private deliberations, discussions, or
other communications with County staff regarding contract negotiations or
contract re-negotiations affecting the Agreement or any Amendment
executed thereto, (collectively in this Exhibit, "confidential information"),
events or circumstances which occur during the course of Contractor’s
performance under the Agreement, in accordance with all applicable Data
Security Guidelines, Card Rules, Federal, State, and local laws, rules,
regulations, ordinances, guidelines, standards, policies and procedures,
and directives relating to confidentiality, including, without limitation,
County policies concerning information technology security and the
protection of confidential records and information.

8.

Subparagraph 3.2.3 is added to Exhibit A (Additional Terms and Conditions) of
the Agreement as follows related to contract negotiations:
3.2.3 During the Term of this Agreement, and for a period of five (5) years
thereafter, Contractor shall not publish, disseminate nor disclose in any
manner, material or information concerning private deliberations,
discussions, or other communications with County staff regarding contract
negotiations or contract re-negotiations affecting the Agreement or any
Amendment executed thereto.

9.

Exhibit B (Statement of Work) of the Agreement is deleted in its entirety and
replaced with the revised Exhibit B (Statement of Work), attached hereto.
Page 6 of 8

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES

10.

Attachment 1 (Glossary of Terms) of Exhibit B (Statement of Work) of the
Agreement is deleted in its entirety and replaced with the revised Attachment 1
(Glossary of Terms) of Exhibit B (Statement of Work), attached hereto.

11.

Exhibit C (Telephone Rates and Payment Schedule) of the Agreement is deleted
in its entirety and replaced with the revised Exhibit C (Telephone Rates and
Payment Schedule), attached hereto, to modify inmate telephone billing rates
and implement new Ancillary Service Charges.

12.

Attachment 1 (International Rate Table) of Exhibit C (Telephone Rates and
Payment Schedule) of the Agreement is deleted in its entirety and replaced with
the revised Attachment 1 (International Rate Table) of Exhibit C (Telephone
Rates and Payment Schedule), attached hereto, to delete the per-call connection
fee.

13.

Exhibit K (County and Contractor Administration) of the Agreement is deleted in
its entirety and replaced with the revised Exhibit K (County and Contractor
Administration), attached hereto, to update County and Contractor key
personnel.

14.

Exhibit N (Kiosk Locations) is added to the Agreement to formally memorialize
the locations of each kiosk located at Sheriff’s Department Custody and
Detention Facilities.

15.

Except as expressly provided in this Amendment, all terms and conditions of the
Agreement shall remain in full force and effect.

16.

Contractor represents and warrants that the person executing Amendment for
Contractor is an authorized agent who has actual authority to bind Contractor to
each and every item, condition, and obligation of the Amendment and that all
requirements of Contractor have been fulfilled to provide such actual authority.

Page 7 of 8

AMENDMENT NUMBER FOUR TO AGREEMENT NO. 77655
BY AND BETWEEN
COUNTY OF LOS ANGELES
AND
PUBLIC COMMUNICATIONS SERVICES, INC.
FOR INMATE TELEPHONE SYSTEM (ITS) AND SERVICES

IN WITNESS WHEREOF, the County of Los Angeles, by order of its Board of
Supervisors, has caused this Amendment to be executed on its behalf Sheriff of Los
Angeles County, and Contractor has caused this Amendment to be duly executed on its
behalf by its authorized officer.
COUNTY OF LOS ANGELES

By:
JIM McDONNELL, SHERIFF
Date:________________________

PUBLIC COMMUNICATIONS
SERVICES, INC.
By: ___________________________
Name: _________________________
Title: __________________________
Date: __________________________

APPROVED AS TO FORM:
MARY C. WICKHAM
County Counsel

By: _______________________
Michele Jackson
Principal Deputy County Counsel

Page 8 of 8

EXHIBIT B
(Restated under Amendment Number Four)

STATEMENT OF WORK
INMATE TELEPHONE SYSTEM (ITS) AND SERVICES

Restated under Amendment Number Four
Effective June 20, 2016

SECTION SECTION TITLE

PAGE

1.0
1.1
1.2

INTRODUCTION…………………………………………………………………...
Purpose…………………………………..………………………………………….
Overview…………………………………………………………………………….

1
1
1

2.0
2.1
2.2

SYSTEM REQUIREMENTS……………………………………………………….
General Requirements……………………………………………………………...
Inmate Telephones………………………………………………………………….
2.2.1 Description of Inmate Telephones …….…………….………………….
2.2.2 Physical Safeguards……………………………………..……………….
2.2.3 Support For Hearing Impaired………………………….………………..
2.2.4 Other Features………..………………………………….………………..
2.2.5 Electrical Requirements……………………….…………..……………...
2.2.6 Premises Wiring Standards……..…………………………..……………
2.2.7 Environmental Requirements……………………………………………..
Class of Service……………………………………………………………………..
2.3.1 No Live Agent Operator Access to Inmates…….…………….………….
2.3.2 Automated Operator Services…………………………………………….
2.3.2.1 Language Prompt……………………………………….…………
2.3.2.2 Collect or Pre-paid Prompt……………………………..…………
2.3.2.3 Personal Identification Prompt………………………….…….….
2.3.2.4 Collect Call Set-Up…………………………………………….….
2.3.2.5 Pre-paid Phone Services.………………………………………..
2.3.2.6 Pre-paid Call Set Up………………………………………..……..
2.3.2.7 Pre-recorded Call Branding Announcements…………………...
2.3.2.8 Call Acceptance………………………………………………….…
2.3.2.9 Call Termination……………….…………………………………...
2.3.2.10 Debit Phone Account (Cardless) & Pre-Paid Account Status
2.3.2.11 Unauthorized Call Interruption…………………………………...
2.3.2.12 Call Records……………………………………………………….
2.3.3 Speed Dial, No Cost Calls To Inmates and Sheriff’s Department…….
2.3.4 Booking Calls ………………………………………………………………
Hours of Service……………………………………………………………………...
2.4.1 Normal Operations…………………………………………………………..

4
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15
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2.3

2.4

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

i

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

SECTION SECTION TITLE

2.5

2.6
2.7
2.8
2.9
2.10

2.11
2.12
2.13
2.14
3.0
3.1
3.2
3.3

3.4

PAGE

2.4.2 System Shut-Down………………………………………………………….
2.4.3 Restoration of Service……………………………………………………..
Inmate Call Duration………………………………………………………………..
2.5.1 Maximum Call Duration…………………………………………………….
2.5.2 Call Duration Administration……………………………………………….
Authorized Call Lists………………………………………………………………
2.6.1 Call List Administration…………………………………………………….
Calls to Attorney or Public Defender………………………………………………
General Calls………………………………………………………………………...
Prevention of In-Coming Calls……………………………………………………...
Call Blocking Requirements………………………………………………………...
2.10.1 Unauthorized Numbers…………………………………………………...
2.10.2 Restricted Numbers…………………………………………………........
2.10.3 Three-Way Calling………………………………………………………...
2.10.4 Call Forwarding…………………………………………………………
2.10.5 Cell Phone Numbers……………………………………………………...
2.10.6 Other Unauthorized Numbers…………………………………………...
2.10.6.1 No Live Agent Operator Access to Inmates……………………
2.10.6.2 No Special Calling Services……………………………………
2.10.6.3 No Other Long Distance Calling Plans………………………..
2.10.6.4 No Public Nuisance Calls……………………………………....
Call Monitoring Requirements……………………………………………………...
Call Recording Requirements……………………………………………………...
Call Archiving and Retrieval………………………………………………………..
Call Billing Requirements…………………………………………………………..

20
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29

SYSTEM ADMINISTRATION……………………………………………………...
Develop a Project Control Document…………………………………………….
Current Inmate Telephone System………………………………………………..
Phased Integration of New Inmate Telephone Systems………………………..
3.3.1 System Integration Planning Considerations…………………..............
3.3.2 System Integration and Test Plan………………………………………...
3.3.3 Telephone Instrument Adds, Moves, Changes………………...............
3.3.4 Disconnection and Removal of Telephones……………………………..
Contractor Staffing Responsibilities………………………………………………..
3.4.1 Contractor Project Director………………………………………………...

29
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34

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

ii

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

SECTION SECTION TITLE

PAGE

3.4.2 Contractor Project Manager………………………………………………
3.4.3 Contractor System Administrators………………………………….........
3.4.4 Contractor Technical Support…………………………………………….
Systems Operations Plan; System Maintenance and Support………………….
3.5.1 System Operations………………………………………………………….
3.5.2 Normal Operations………………………………………………………..…
3.5.3 Response to System Problems, Outages and Other Deficiencies……..

34
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35
35
36
36
37

3.5.4
3.5.5
3.5.6

System Recovery Operations……………………………………………...
Updates…………………………..………………………………………….
System Maintenance……………………………..………………………...
3.5.6.1 Problem Reporting…………………………………………….
3.5.6.2 Intentionally Omitted…………………………………………...
3.5.6.3 On-Call for Emergency Repairs………………………………
3.5.6.4 Maintenance Records and Reports…………………………...
3.5.6.5 Investigation of Major System Problems…………………….
3.5.6.6 Preventative Maintenance…………………………………….
3.5.6.7 Routine Maintenance…………………………………………..
3.5.6.8 Quality Assurance Inspections………………………………..
3.5.6.9 Regular Management Meetings……………………………….
3.5.7 Investigation of Complaints and/or Billing Errors……………………….
3.5.8 Contractor’s Technical Support Center………………………………….
3.5.9 Escalation Procedures and Calls Lists…………………………………..
3.5.10 Downtime Credits ……………………………………………….…………
3.5.11 County Responsibilities…………………………………………………….

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3.6

Telephone System Administration………………………………………………...
3.6.1
System Administrative Consoles………………………………………..
3.6.2
System Administrative Console Technical Description……………….
3.6.3
Required System Administrative Console Locations………………….
3.6.4
System Operations Status………………………………………………..
3.6.5
System Security…………………………………………………………..
3.6.6
Training……………………………………………………………………..

46
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49
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49

4.0

INMATE TELEPHONE SYSTEM MANAGEMENT REPORTING
REQUIREMENTS……………………………………………………………..…….
Contractor’s Project Reporting Requirements………………..………………….

50
50

3.5

4.1

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

iii

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

SECTION SECTION TITLE

PAGE

4.2
4.3

4.1.1 Fortnightly Status Reports During the System Integration Period ……
4.1.2 Contractor’s Account Management and Reporting Responsibilities…..
Monthly Project Reports ……………………………………………………….…..
Year-End Summary Reports…………………………………………….…………

50
50
51
53

5.0
5.1
5.2
5.3

INMATE TELEPHONE SYSTEM FACILITY SAFEGUARDS………………….
Requirements for Entry – County Custodial/Detention/Camp Facilities……….
Contractor’s Personnel Requirements…………………………………………….
Personnel Removal and Replacement…………………………………………...

55
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60

6.0

PROOF OF CONCEPT ……………………………………………………………..

60

ATTACHMENTS
Attachment 1 – Glossary of Terms
Attachment 2.1 – Sheriff's Department Custody and Detention Facilities
Attachment 2.2 – Probation Department Detention and Camp Facilities
Attachment 3.1 – Sheriff's Department Average Daily Inmate Populations
Attachment 3.2 – Probation Department Average Daily Inmate Populations
Attachment 4 – Entry Application for Custody Facilities
Attachment 5 – Monthly Maintenance Report

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

iv

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Capitalized terms in this Statement of Work without definition herein shall have
the meanings given to such terms in Paragraph 2 (Definitions) of the Agreement,
and, if not defined therein, in Attachment 1 (Glossary of Terms) to this Exhibit B
(Statement of Work).
1.0

INTRODUCTION
Without limiting the more detailed descriptions set forth in subsequent
sections of this Exhibit B (Statement of Work), Exhibit H (ITS and
Services Functional Capabilities and Features), and otherwise in the
Agreement, the Contractor's Work hereunder shall include the following,
in each case in accordance with the Agreement, this Exhibit B (Statement
of Work), Exhibit H (ITS and Services Functional Capabilities and
Features), and otherwise.
1.1

Purpose
The Contractor shall provide an Inmate Telephone System (as further
defined in the Agreement, "ITS") and Services to be used by inmates
and detainees located throughout the Sheriff’s Department Custody
and Detention Facilities and by juvenile detainees at the Probation
Department’s Detention and Camp Facilities (collectively "Inmates").
The ITS and Services shall provide automated operator, Collect Call,
and Pre-Paid Call capabilities. The ITS and Services shall include all
necessary Telephone Platforms, Telephone Instruments, and all other
equipment necessary to perform the functions and Services described
in the Agreement and this Statement of Work; System administration;
call billing and collection functions; call monitoring and recording
capabilities; and complete maintenance of all equipment, hardware,
and software. The ITS and Services must comply with the American
with Disabilities Act and Title 24 of the California Board of Corrections
Regulations (http://www.bdcorr.ca.gov). The Services provided shall
be under the direction of the Sheriff Project Director and Probation
Project Director.

1.2

Overview
The Sheriff’s Department and Probation Department have custody and
detention facilities located throughout Los Angeles County. In the
Sheriff’s Department Custody and Detention Facilities, there are
currently 4,010 Inmate telephones in place servicing an average daily
Inmate population of 20,480. The Average Daily Inmate Population
can expand to 23,782, when all Sheriff's Department Custody and
Detention Facilities are fully open. The standard Inmate phone hours
within the Sheriff’s Department Custody and Detention Facilities are
06:00 am to 10:00 pm daily, with some variation from facility to facility.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

1

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

The Probation Department currently has 191 Inmate telephones in
place servicing an Average Daily Inmate Population of 2,246. The
standard Inmate phone hours within the Probation Department
Detention and Camp Facilities are also 06:00 am to 10:00 pm daily,
with some variation from facility to facility. The Contractor should be
aware that, per Probation Department’s Directive No. 1166 issued on
May 1, 2008, the Probation Department shall facilitate telephone calls
to all detained Minors in Probation Department Detention and Camp
Facilities to enhance the reunification process. Per Directive No. 1166,
Minors shall have access to at least one (1) free telephone call per
week except for a limited duration while safety and security are a
concern. These free telephone calls will not be made via the
telephone system under this Agreement.
Inmates are generally allowed to make phone calls without restriction.
These phone calls are either (1) Collect Calls, or (2) Pre-Paid Calls
through the use of a Debit Phone Account (Cardless) or Pre-Paid
Account.
The ITS phone calls must be capable of being monitored, recorded,
and archived, with the exception of calls made by Inmates from the
Probation Department and calls made to criminal defense attorneys,
including the Los Angeles County Public Defender, whose telephone
numbers shall be predetermined by the County and then downloaded
by Contractor into the ITS.
Phone calls to certain numbers shall be blocked on a System-wide
basis and to others on a case-by-case basis. The County Project
Directors and County Project Managers, in addition to Sheriff's
Department Inmate Telephone Monitoring System (ITMS) Unit
investigative staff, shall have the ability to block any telephone number
whenever deemed necessary. System-wide Blocked Calls include
those to prosecuting attorneys and government officials. These
numbers will be predetermined by the County and then downloaded by
Contractor into the ITS. Calls to victims and/or witnesses shall be
blocked on a case-by-case basis by adding specific numbers into the
ITS at the request of the County.
Inmate telephone services are currently provided by Global Tel*Link
Corporation (GTL). Contractor shall be required to plan, finance, and
implement the phased integration and testing of all required equipment
and software relative to the new ITS, without impacting the normal
daily operation of the existing inmate telephone services. Contractor
shall be responsible for any changeover costs associated with the new
installation or conversion of Telephone Instruments, associated
equipment and/or software, and Telephone Enclosures. The type of
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

2

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Telephone Instrument and enclosures shall be subject to approval by
the Sheriff Project Director and Probation Project Director or
designees.
All Inmate telephones are currently owned by GTL. Contractor shall be
required to provide the same amount of, or more, telephones that meet
the description provided in this Statement of Work. A list of the
existing telephones is contained in Attachment 2.1 (Sheriff's
Department Custody and Detention Facilities) and Attachment 2.2
(Probation Department Detention and Camp Facilities) to this
Statement of Work.
GTL will continue to operate and maintain its telephone systems and
equipment under the terms and conditions of the existing contract,
pending the transition and acceptance of the new ITS and Services at
each Sheriff's Department Custody and Detention Facility and
Probation Department Detention and Camp Facility.
The ITS shall provide sufficient security safeguards to preclude
fraudulent use of the ITS. Such safeguards shall include measures to
prevent incoming calls, as well as the detection and rejection of
outgoing calls to unauthorized numbers and attempts to initiate 3-way
calls and call forwarding.
Unauthorized Call attempts shall be flagged, archived, and alert
reports shall be generated. The ITS shall provide the ability to
selectively monitor call activity in real time and initiate appropriate
action as necessary. The ITS shall be capable of retrieving and
generating Inmate Unauthorized Call activity logs for specified periods.
The ITS shall have the capability to record the content at one hundred
percent (100%) of all Inmate telephone calls. Recordings must be
selectable by Telephone Instrument, group of Telephone Instruments,
facility, and/or called number. Once recorded, the content of the call
must be stored for retrieval in a proprietary format for up to one (1)
year on all calls. The ITS shall have the capability to transfer the
recorded calls to removable media for archiving or review. The
proprietary software shall be made available to the County indefinitely
after the termination of the Agreement for recordings identified by the
County.
The ITS shall be capable of generating a variety of management
reports. The ITS shall be able to identify calls by time, location,
specific Telephone Instrument, and/or number called. The ITS shall
also be able to identify call trends, such as a reduction in call volume,
which may be an indication of a possible maintenance problem.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

3

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

The Contractor shall be responsible for ITS maintenance records
which identify problems that have been encountered, and the reporting
of the corrective action taken to the Sheriff Project Manager and
Probation Project Manager. Any routine or scheduled maintenance
that could affect Inmate access to phones, revenue, and/or billing
generation shall be conducted during the off peak hours of 10:00 pm to
06:00 am.
The Contractor shall be responsible for the billing and collection of all
completed Inmate Collect Calls and Pre-Paid Calls in accordance with
tariff requirements of both FCC and CPUC.
During the Term of the Agreement, the Contractor shall work closely
with the County and make specific recommendations that may improve
and/or enhance Inmate telephone services.
New and updated
technologies that may improve and/or enhance the County’s ITS and
Services shall be considered by the Sheriff Project Director and
Probation Project Director pursuant to Paragraph 15 (New Technology)
of the Agreement.
Notwithstanding the requirements set forth in this SOW and elsewhere
in the Agreement, Contractor's ITS and Services, including but not
limited to the stated inmate telephone billing rates and Ancillary
Service Charges set forth in Exhibit C (Telephone Rates and Payment
Schedule), shall at all times comply with the rules, regulations,
requirements, and directives established by the FCC, including but not
limited to 46 CFR section 64.6000 et seq., as such may be amended
during the Term of this Agreement.
2.0

SYSTEM REQUIREMENTS
2.1

General Requirements
The ITS shall provide for an automated operator telephone system and
call billing services, capable of providing Collect Call or Pre-Paid Call
services throughout the continental 48 states, Alaska and Hawaii. The
ITS shall also provide for international Pre-Paid Call services
throughout Canada, Mexico, South America, and to over-seas
destinations.

2.2

Inmate Telephones
2.2.1 Description of Inmate Telephones
All Telephone Instruments shall be of rugged construction,
stainless steel, or in combination with a corrosion resistant

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

4

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

finish, and suitable for use in high use and high abuse custody
and detention environments. The Telephone Instruments shall
be a mid size phone approximately 15"H x 8"W x 4"D capable of
mounting to cement wall, block wall, stainless steel shrouded
columns, or protected external enclosures. The Telephone
Instruments shall be suitable for indoor and outdoor installations
and shall have a heavy chrome metal twelve-button keypad and
a handset with an armored cord and cradle or a handset that is
cordless. Cordless instruments may be of slightly larger or
smaller size, depending on the manufacturer’s specifications
and availability. The Telephone Instruments shall be utilized for
outgoing calls only and shall not be capable of accepting coins,
bills, or credit cards as payment.
Instrument requirements are based on current technology and
facility need. New technology and/or Telephone Instruments
determined to be better suited for the custody and detention
environment may be substituted at the request of County or
Contractor with County approval, subject to Paragraph 6
(Changes Orders and Amendments) of the Agreement.
The Contractor shall provide a Portable Telephone system for
Sheriff’s Department Custody and Detention Facilities, at
Sheriff’s Department’s discretion, with a minimum of one (1) at
each facility that addresses such needs as overflow housing
and administrative segregation. The Portable Telephone use
will be facilitated by Sheriff’s Department facility staff that will
connect the Portable Telephone to a telephone jack and wheel
the Portable Telephone to cells or dayrooms for Inmate usage.
The Portable Telephone Instruments shall be on a rigid cart with
wheel castors, sufficiently sized to fit through thirty-six (36) inch
doors. The handset telephone cord and the marine cord lengths
shall be determined by the Sheriff Project Manager. The
handset telephone cord must be in armored flex tubing, and the
marine cord must be permanently attached to the cart and
capable of plugging into a pre-positioned telephone jack as
designated by the Sheriff Project Manager or designee. Any
departure from these specifications must be approved in writing
by the Sheriff Project Manager or designee. Contractor may be
required to provide a true cordless handset telephone at select
facility locations as directed by the Sheriff Project Director or
designee.
The Contractor shall be required to install a Telephone
Instrument in the Inmate Trusty quarters at each of the Sheriff’s
Department stations listed on Attachment 2.1 for the exclusive
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

5

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

use of Inmate Trusties assigned to that Sheriff’s Department
station. These Telephone Instruments shall possess the same
monitoring, recording, and archiving capabilities of all phones at
other Sheriff's Department Custody and Detention Facilities.
2.2.2 Physical Safeguards
Inmate Telephone Instruments shall be tamperproof and consist
of rugged steel encased housings and shockproof keypads. All
handsets, earpieces, and mouthpieces shall be of heavy-duty
construction with no removable parts. Telephone Instruments
shall be configured with a braided steel receiver cord twelve
(12) inches in length to reduce the risk of suicide by hanging.
Cordless phones shall have an on/off hook switch and may be
required at the County’s discretion. All Telephone Instruments
shall be both water and fire resistant, and have key-locked
mountings to the wall. All other Inmate Telephone Instrument
associated equipment, including outdoor installations, shall
meet the County’s safety and security standards as determined
by the Sheriff Project Manager and Probation Project Manager.
2.2.3 Support for Hearing Impaired
The ITS shall be designed for use by the hearing impaired.
Provisions for the deaf must comply with Americans with
Disabilities Act (ADA) and Telephone Devices for the Deaf
(TDD) regulations and standards. A minimum of two (2) TDD
Inmate Telephone Instruments are required at each Sheriff’s
Department Custody and Detention Facility and a minimum of
two (2) TDD Telephone Instruments are required at each of the
Probation Department's three (3) juvenile halls and the
Challenger Memorial Youth Center.
Amplified Handsets may also be required in specific Sheriff’s
Department Custody and Detention Facilities and Probation
Department Detention and Camp Facilities. Those telephones
shall be fitted with a volume control device, which allows the
Inmate to increase or decrease the volume of the headset
earpiece.
2.2.4 Other Features
The ITS shall provide the capability to turn telephones on or off
remotely throughout the System and have a manual and
automated on/off switch (System Administrator Kill Switch) in
selected locations within each Sheriff's Department Custody and
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

6

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Detention Facility and each Probation Department Detention
and Camp Facility. The Telephone Instruments shall provide
the capability to mute the Inmate’s ability to speak to the call
recipient until the call is accepted, and to disable the telephone
keypad during a call. The Telephone Instruments shall not have
any functional coin drop and coin return slots, as the cavity of
the Telephone Instrument must be sealed completely.
2.2.5 Electrical Requirements
All Telephone Instruments shall be line powered, with the
exception of those that are TDD. All Telephone Instruments
shall not require additional power sources or batteries and shall
be in full compliance with FCC regulations and UL Standards.
All Telephone Instrument installations shall comply with National
Electrical Code standards.
ITS servers and recording
equipment must remain operational during a temporary loss of
power and shall have an uninterruptible power supply (UPS)
system capable of operation for a minimum of eight (8) hours.
Contractor's UPS system shall operate in conjunction with the
Sheriff’s and Probation Departments’ generator back-up power
supply, which is set for a two (2) minute wait to switch over to
generator power from the power company supply.
UPS
requirements will vary by facility, and as such, the power supply
at each facility shall be modified accordingly to provide eight (8)
hours of uninterrupted back-up power. In addition, a system
alert mechanism shall be established to notify the Contactor
immediately upon any loss of power to the ITS.
2.2.6 Premises Wiring Standards
The premises wiring currently installed in the Sheriff's
Department Custody and Detention Facilities and the Probation
Department Detention and Camp Facilities complies with the
National Electrical Code and the County’s Commercial Building
Telecommunications Wiring Standard 902 which will be made
available to Contractor upon request.
All premises wiring systems installed by Contractor shall be in
accordance with the National Electrical Code and the County’s
Commercial Building Telecommunications Wiring Standard 902.
All premises wiring systems installed by Contractor shall be
concealed or installed in metal conduit and shall remain the
property of the County.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

7

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

2.2.7 Environmental Requirements
The Inmate Telephone Instruments will be installed in all
existing indoor and outdoor telephone sites and may require the
installation of Telephone Enclosures. The Contractor shall be
responsible for any changeover costs associated with the
installation of Inmate Telephone Instruments, associated
equipment, and Telephone Enclosures. The Contractor’s type
of Telephone Instruments and Telephone Enclosures shall be
subject to written approval by Sheriff Project Manager and
Probation Project Manager.
2.3

Class of Service
2.3.1 No Live Agent Operator Access to Inmates
The Contractor’s automated operator ITS shall be capable of
completing Collect Calls or Pre-Paid Calls within forty-five (45)
seconds (from receiver off hook to Call Acceptance), without the
need for an Inmate's access to a Live Agent Operator.
2.3.2 Automated Operator Services
2.3.2.1

Language Prompt
The Contractor’s automated operator ITS shall be
capable of prompting an Inmate caller to select the
appropriate language by pressing the appropriate
keypad digit.
The Contractor’s automated
operator ITS shall be capable of supporting
English, Spanish, and other languages required by
the
Sheriff’s
Department
and
Probation
Department.

2.3.2.2

Collect or Pre-Paid Prompt
The Contractor’s automated operator ITS shall be
capable of prompting a caller to select either
Collect Call or Pre-Paid Call (as further described
in Subparagraphs 2.3.2.8 (Call Acceptance) of this
SOW) by pressing the appropriate telephone
keypad digit.
The Contractor’s automated operator ITS shall
provide capability for the Inmate to verify the
current balance remaining on a Debit Phone

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

8

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Account (Cardless) by pressing a telephone keypad digit following an automated operator prompt
during Pre-Paid Call set-up or call completion.
The ITS shall also provide a means for Pre-Paid
Account holders to verify the balance remaining on
their Pre-Paid Account.
2.3.2.3

Personal Identification Prompt
The Contractor’s automated operator ITS shall
identify the Inmate by validating the Inmate’s
Booking number with the Inmate’s 4-digit security
personal identification number ("PIN"), in response
to the pre-recorded System prompt.
Inmate identification by verifying an Inmate’s
Booking number with the Inmate’s PIN is required
for all Inmate telephone calls.
The ITS shall prompt the caller to enter by keypad
entry the Inmate Booking number, followed by
keypad entry of the PIN for all Inmate telephone
calls, followed by the entry of the destination
telephone number. Sequence changes and/or
other changes in branding or prompts shall be
approved by the concerned County Project
Director.

2.3.2.4

Collect Call Set-Up
The Contractor’s automated operator ITS shall
verify that a destination number called is an
authorized number (not blocked or restricted),
prior to placing a Collect Call to the destination
telephone number.
If the Collect Call is to an authorized number, then
call set-up shall continue and placement of the
Inmate’s call to the destination number is
accomplished.
If the Collect Call is to an unauthorized number
(Unauthorized Call) or blocked number (Blocked
Call), then the Collect Call shall be blocked and
the Inmate notified that the call to an unauthorized

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

9

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

or blocked
completed.

telephone

number

will

not

be

If the Collect Call is to an unbillable number, then
the call recipient and Inmate shall both be advised
and afforded the opportunity to complete the call
utilizing Pre-Paid Call services. Some Collect
Calls may be restricted due to imposed charge
limits, or past due account status of the number
called. However, if the call recipient and Inmate
both decline to utilize Pre-Paid Call services, then
future calls to the number shall be blocked,
pending implementation of Pre-Paid Call services.
During call set-up, the Inmate’s telephone handset
shall be muted, and the telephone keypad
disabled, except when responding to prompts
initiated by the automated operator.
The Collect Call maximum dollar amount to any
single destination phone number will be $60 in any
continuous 30-day period. Any variation to this set
amount would be at the mutual agreement of the
County and the Contractor.
Customers accepting the charges associated with
a Collect Call may be assessed a $2.00 Paper
Bill/Statement Fee per billing cycle in accordance
with Section C (Ancillary Service Charges), SubSection 1 (Paper Bill/Statement Fee) of Exhibit C
(Telephone Rates and Payment Schedule) of the
Agreement.
2.3.2.5

Pre-Paid Call Services
Contractor shall provide Pre-Paid Call services
through the use of both Debit Phone Account
(Cardless) and Pre-Paid Account as defined in the
Attachment 1 (Glossary of Terms) of this Exhibit B
(Statement of Work) and described herein.
Debit Phone Account (Cardless)
County and Contractor acknowledge and agree
that, prior to full deployment of Debit Phone
Account (Cardless), there will be a reasonable
transition period which will enable Contractor to

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

10

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

transition from the previously utilized Pre-Paid
Phone Cards to Debit Phone Account (Cardless).
During
the
reasonable
transition
period,
Contractor's services may be provided through
both Pre-Paid Phone Cards and Debit Phone
Account (Cardless). At the point in time that all
Pre-Paid Phone Cards have been removed from
circulation, Contractor's services shall be provided
solely through Debit Phone Account (Cardless).
County and Contractor acknowledge that time is of
the essence. Contractor agrees to work diligently
on completing the deployment of Debit Phone
Account (Cardless) as soon as reasonably
practicable.
Debit Phone Account (Cardless) is sold to Sheriff's
Department Inmates through the existing Inmate
commissary
system
(the
current
inmate
commissary services contractor is Keefe
Commissary Network).
Notwithstanding the
above, the distribution method of the Debit Phone
Account (Cardless) shall be determined by the
County.
The Contractor shall be required to enter into an
agreement with the inmate commissary services
contractor, enabling the inmate commissary
services contractor to sell Debit Phone Account
(Cardless) to the Inmates.
The inmate
commissary services contractor will transmit an
electronic data file to Contractor, which includes
the Inmate’s Booking number and the amount of
the Inmate’s Debit Phone Account (Cardless)
purchase. Contractor shall input the electronic
data file into its account activation system.
Contractor’s account activation system shall
activate and/or supplement the Inmate’s Debit
Phone Account (Cardless) up to the value
specified in the electronic data file. The Debit
Phone Account (Cardless) is activated on the
morning of the Inmate’s scheduled commissary
delivery date. When an Inmate is released from
custody, any remaining balances of the Debit
Phone Account (Cardless) can be used to make
telephone calls outside of the Sheriff’s Department
Custody and Detention Facilities.
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

11

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Under this Agreement, Contractor shall work with
the inmate commissary services contractor,
enabling the inmate commissary services
contractor to sell the Debit Phone Account
(Cardless) in denominations of $10.00 and $20.00.
The commissary contractor will then add a $0.75
handling fee to the $10.00 Debit Phone Account
(Cardless) making the total cost to the Inmate
$10.75, and a $0.75 handling fee to the $20.00
Debit Phone Account (Cardless) making the total
cost $20.75. Debit Phone Accounts (Cardless)
must have the ability to allow domestic and
international calls.
Contractor shall provide Sheriff Project Manager
with a copy of the signed agreement with the
inmate commissary services contractor, along with
any change notices or amendments thereto,
throughout the Term of this Agreement.
Test Debit Phone Account (Cardless) shall be
made available to the Sheriff Project Director
and/or Sheriff Project Manager upon request
throughout the Term of the Agreement for
purposes of System testing by the Sheriff's
Department.
The Probation Department will not utilize Debit
Phone Account (Cardless) services at this time,
but Probation Department reserves the right to
utilize Debit Phone Account (Cardless) services in
the future, in County's sole discretion. Such option
shall be exercised in the form of an Amendment to
the Agreement consistent with Paragraph 6
(Changes Orders and Amendments) of the
Agreement.
Pre-Paid Accounts
The Contractor shall provide two (2) call options
for Pre-Paid Accounts to Customers desirous of
receiving phone calls from any Inmate.
The two (2) call options for Pre-Paid Accounts are
defined in Attachment 1 (Glossary of Terms) of

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

12

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

this Exhibit B (Statement of Work), and described
herein as follows:
(a) Advance Pay
Advance Pay is a pre-paid account, with no
minimum balance, which is set-up through
Contractor and funded by Customer. Funds
from this Pre-Paid Account can then be used to
pay for an Inmate’s use of ITS and Services for
calls to the Customer’s specific telephone
number. Customers establishing an Advance
Pay account may be assessed Ancillary
Service Charges in accordance with Exhibit C
(Telephone Rates and Payment Schedule) of
the Agreement.
(b) Advance Pay One Call
A calling arrangement that allows an Inmate to
initiate a call through ITS and Services to a
specific Customer without having a preestablished or funded billing account and
where the Customer does not want to establish
or fund an Advance Pay account. Advance
Pay One Call is a pay-per-call option at the
per-minute-of-use rate for the call where the
called Customer uses an automated operator
IVR to pay for the one call from an Inmate
using a major credit or debit card. Customers
who choose an Advance Pay One Call
transaction shall be assessed a $3.00 per-call
automated payment fee for payment using an
automated payment method, in accordance
with Section C (Ancillary Service Charges),
Sub-Section 2 (Automated Payment Fees),
Item B (Advance Pay One Call), of Exhibit C
(Telephone Rates and Payment Schedule) of
the Agreement.
When a Pre-Paid Account is closed, there shall be
no refund processing fee(s) assessed by
Contractor.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

13

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Kiosks
Contractor shall provide and install, at no cost to
the County, twelve (12) stand-alone, automated
teller machine style, self-service kiosks to accept
cash, credit card, and debit card for the purpose of
establishing a Pre-Paid Account associated with
ITS and Services. Contractor shall bear all costs
associated with the provision and installation of
these kiosks.
County shall receive the kiosks from Contractor, at
no cost to County, for the collection of Inmate PrePaid account transactions. Each kiosk shall be
installed at the location listed in Exhibit N (Kiosk
Locations) of the Agreement, in public-access-only
areas within Sheriff’s Department Custody and
Detention Facilities and/or Probation Department
Detention and Camp Facilities, or at other
strategic locations to be determined by the
Sheriff’s Project Director. County may, in the
County’s sole discretion, require Contractor to
add, upgrade/replace, delete/remove, and/or
relocate kiosks, in the best interest of the County,
throughout the Term of the Agreement. The
exercise of such option be in the form of an
Amendment to the Agreement consistent with
Paragraph 6 (Change Orders and Amendments)
of the Agreement.
Contractor shall assume liability for any and all
fraudulent transactions accepted through kiosks
including, but not limited to, counterfeit bills and
credit card chargebacks.
Contractor shall, at its sole expense, provide for all
maintenance and repairs of, as well as all
expendable supplies required to operate, the
kiosks.
Contractor shall provide appropriate network and
internet connectivity to facilitate the operation of
the kiosk software. County will provide power to
each kiosk.
In the event that any County visitor(s) damage the
equipment, the County will make best efforts to
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

14

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

detain the visitor(s) and call the authorities. In any
event, Contractor shall repair or supply a
replacement kiosk within a time period mutually
agreed upon by both County and Contractor.
County shall not be held liable for any damage to
the kiosks.
County acknowledges that, due to the weight and
bulk of the kiosk unit, there is risk of injury should
the kiosk unit be tipped over onto a bystander.
County agrees to bolt all kiosks to the floor, to
ensure safety of County staff, Inmates, and
Customers related to a kiosk being tipped over.
County will coordinate the fastening of all installed
kiosks at each of the Sheriff’s Department Custody
and Detention Facilities identified in Exhibit N
(Kiosk Locations) of the Agreement.
Contractor shall collect the cash-only transactions
revenue from the kiosks.
Contractor shall only assess Ancillary Service
Charges for transactions processed at the kiosks
in accordance with Section C (Ancillary Service
Charges), Subsection C2 (Automated Payment
Fees) of Exhibit C (Telephone Rates and Payment
Schedule) of the Agreement.
2.3.2.6

Pre-Paid Call Set Up
The Contractor shall provide Customers with the
option to use either an interactive voice response
(IVR) or a Live Agent Operator (Live Agent
Operator may be used for Advance Pay account
creation or funding) to complete ITS and Services
transactions, as defined in the Attachment 1
(Glossary of Terms) of this Exhibit B (Statement of
Work) and described herein.
The Contractor’s automated operator ITS shall
verify that a destination number called is to an
authorized number (not blocked, nor restricted),
prior to placing a Pre-Paid Call to the destination
telephone number.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

15

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

If the Pre-Paid Call is to an authorized number,
then call set-up shall continue and placement of
the Inmate’s call, to the destination number, is
accomplished.
If the Pre-Paid call is to an unauthorized number
(Unauthorized Call) or to a blocked number
(Blocked Call), then the call shall be blocked and
the Inmate notified that the call to an unauthorized
or blocked telephone number call may not be
completed.
During call set-up, the Inmate’s telephone handset
shall be muted, and the telephone keypad
disabled, except when responding to prompts
initiated by the automated operator.
Upon answering the telephone, the call recipient
shall hear the pre-recorded call branding
announcement and ITS prompt, identifying the
caller as an Inmate at one of the Sheriff's
Department Custody and Detention Facilities or
Probation Department Detention and Camp
Facilities.
2.3.2.7

Pre-Recorded Call Branding Announcements
When an Inmate places a call, the ITS shall
announce the following to the Inmate:
“This telephone call may be monitored or
recorded. To consent to the monitoring or
recording of this call, please press <keypad
digit> now. The use of special calling
features is not permitted during this call.”
When a call to an authorized number is
answered, the Sheriff’s Department ITS shall
announce to the recipient of the call the following:
“This telephone call is coming from
'Inmate’s name,' an inmate at 'name of the
specific Sheriff's Department Custody and
Detention Facility.' This telephone call may
be monitored or recorded. To consent to
the monitoring or recording of this call,

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

16

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

please press <keypad digit> now. The use
of special calling features is not permitted
during this call.”
When a call to an authorized number is
answered, the Probation Department ITS shall
announce to the recipient of the call the following:
“This is 'Contractor.' You have a collect
call from 'Inmate’s name,' a ward in 'name
of the specific Probation Department
Detention and Camp Facility.' To accept
this call, please press <keypad digit> now.
The use of special calling features is not
permitted during this call.”
2.3.2.8

Call Acceptance
After the Customer hears the pre-recorded call
branding announcement for Collect Calls and/or
Pre-Paid Calls in accordance with Subparagraph
2.3.2.7 above and as such announcements may
be modified in writing upon the mutual agreement
of County and Contractor, Customer shall be
asked to accept the call. The pre-recorded call
branding
announcements
related
to
call
acceptance by a Customer shall be mutually
agreed upon in writing by County and Contractor.
All branding announcements required herein shall
be mutually agreed to and implemented on or
before June 20, 2016 and shall be incorporated
herein as a new Exhibit to the Agreement.
Prior to call acceptance and at the Customer's
option, Contractor shall clearly, accurately, and
conspicuously disclose to the Customer the
interstate, intrastate, and international inmate
telephone billing rates, as well as any applicable
Ancillary Service Charges.
Such inmate
telephone billing rates and Ancillary Service
Charges shall also be made available to the public
at
www.gtl.net/losangeles-county-inmatetelephone-information or by calling the toll free
number 877-650-4249.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

17

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Upon acceptance by the call recipient, the
Inmate’s handset shall no longer be muted and the
call may proceed, however, the Inmate’s
telephone
keypad
shall
remain
disabled
throughout the duration of the call.
2.3.2.9

Call Termination
Upon call termination, the line to the destination
telephone number shall be disconnected, Inmate’s
telephone handset shall be muted, and the
telephone keypad shall remain disabled, except
when responding to prompts initiated by the
automated operator.

2.3.2.10

Debit Phone Account (Cardless) and Pre-Paid
Account Status
The Contractor’s automated operator ITS shall
provide capability for the Inmate to verify the
current status (balance remaining) of a Debit
Phone Account (Cardless) and to allow the holder
of the Pre-Paid Account to verify current status
(balance remaining) of the Pre-Paid Account by
pressing a telephone key-pad digit following an
automated operator prompt during Pre-Paid Call
set-up, or call termination.

2.3.2.11

Unauthorized Call Interruption
In addition to blocking calls to unauthorized
telephone numbers, the ITS shall be capable of
interrupting/disconnecting Inmate telephone calls
when unauthorized or illegal activities are detected
by either the ITS System or an ITMS user, and
may provide a pre-recorded announcement
pertaining to the reason for the call interruption at
the County’s discretion.

2.3.2.12

Call Records
The ITS shall be capable of maintaining and
archiving
Call
Records
consistent
with
requirements set forth in Paragraph 2.13 of this
Exhibit B (Statement of Work), for all Inmate
telephone calls attempted, blocked, accepted, and

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

18

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

completed, including any calls that
interrupted and the reason for interruption.

2.3.3

were

Speed Dial, No Cost Calls to Inmates and Sheriff’s
Department
Contractor shall provide Speed Dial configurations that provide
certain specified phone numbers for Inmate(s) to call designated
County entities associated with the governing of the Inmates’
welfare, such as Public Defender and Alternate Public Defender.
These configurations shall be provided through the Contractor at
no cost to the Inmate or the Sheriff’s Department. Contractor
may be required at any point during the Term of the Agreement
to add additional Speed Dial configurations, if any, at the
discretion of the Sheriff Project Director at no cost to the Inmate
or the Sheriff’s Department. Contractor shall provide Speed Dial
configurations for Inmates to contact the designated County
entities at the flat call rate billable to the County as set forth in
Attachment 2 (Speed Dial Call Rate to Designated County
Entities) to Exhibit C (Telephone Rates and Payment Schedule)
and consistent with Paragraph 9.4.4 of the Agreement.

2.3.4

Booking Calls
Each newly booked Inmate is entitled to make three (3)
completed no cost local calls during the booking process and
shall be in compliance to California Penal Code § 851.5. The
Contractor shall provide a calling solution to the newly booked
Inmate to make the three (3) calls at no cost to the Inmate,
County, Sheriff’s Department, and call recipients.

2.4

Hours of Service
2.4.1 Normal Operations
The Contractor’s automated operator ITS and Customer support
shall be capable of continuous 24x7x365 operation, and the
Contractor shall ensure line concentration shall not adversely
affect Inmates’ ability to initiate and successfully negotiate
outbound calls from within a Sheriff's Department Custody and
Detention Facility and Probation Department Detention and
Camp Facility. Adequate bandwidth, lines, equipment, platform
efficiencies, etc., in directing and handling calls must be
sufficiently pre-considered and provided for by the Contractor to

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

19

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

ensure the County’s connect call ratio remains in the 99-100%
range.

2.4.2 System Shut-Down
The Contractor’s automated operator ITS shall support the
capability to program, by telephone, cellblock, floor, day room,
dormitory, pod, facility, or System-wide, features that will
enable/disable Inmate telephone operations by time of day or
day of week.
2.4.3 Restoration of Service
The Contractor’s automated operator ITS shall provide the
capability to turn Inmate telephones on and off remotely
throughout the ITS, and also have manual on/off switches at all
Sheriff's Department Custody and Detention Facilities and
Probation Department Detention and Camp Facilities, with
locations within each facility to be determined by the concerned
County Project Director.
2.5

Inmate Call Duration
2.5.1 Maximum Call Duration
The Contractor’s automated operator ITS shall be capable of
limiting the duration of Inmate telephone calls. The maximum
Inmate call duration shall be set at sixty (60) minutes. However,
the Contractor’s System must be capable of increasing or
decreasing maximum duration, and Contractor shall make such
alterations at the request of the concerned County Project
Director, should it be determined to be in the best interest of the
applicable of the Sheriff's Department or Probation Department.
2.5.2 Call Duration Administration
The Contractor’s automated operator ITS shall be capable of
setting call duration limits by telephone, cellblock, floor, day
room, dormitory, pod, facility, or System-wide remotely from the
System Administrative Consoles provided under this
Agreement.

2.6

Authorized Call Lists

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

20

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

The Contractor’s automated operator ITS shall provide the capability
for creation and administration of Authorized Call Lists.
The
Authorized Call List shall contain the complete list of telephone
numbers that specified Inmates may call. The intent of the Authorized
Call List is to prevent fraudulent or criminal use of ITS by certain
classes of Inmates.
For planning purposes, it is estimated that a maximum of one (1)
percent of the Inmate population for both Sheriff Department and
Probation Department Inmates could be subject to call list restrictions
at any given time, utilizing designated telephones at high security
Sheriff's Department Custody and Detention Facilities and Probation
Department Detention and Camp Facilities. Inmates subject to
Authorized Call List restrictions in Sheriff's Department Custody and
Detention Facilities are generally housed in a segregation area and
have telephone access limited to specific Telephone Instruments.
The County reserves the right to selectively implement the Inmate
Authorized Call List feature, at the discretion of the Sheriff Project
Manager and Probation Project Manager.
2.6.1 Call List Administration
If implemented, an Inmate's Authorized Call List would be
created at the Inmate’s booking, processing, classification,
and/or other time/location as determined by the County. This
Authorized Call List would be maintained until the Inmate is
released. Changes to the Authorized Call List would be
permitted in accordance with the procedures authorized by the
Sheriff Project Manager and Probation Project Manager.
The Contractor’s automated operator ITS shall provide the
capability to check the System's list of unauthorized telephone
numbers pursuant to Section 2.10.1 of this Exhibit B (Statement
of Work) to verify the Inmate’s proposed Authorized Call List
contains authorized telephone numbers.
Unauthorized
telephone numbers shall be rejected.
2.7

Calls to Attorney or Public Defender
The Contractor’s automated operator ITS shall provide for Collect, PrePaid, and/or Speed Dial Calls as applicable, to the Inmate’s private
attorney or public defender. Such calls shall not be monitored or
recorded by the ITS.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

21

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Prior to completing a connection, the ITS shall compare the dialed
number with a list of telephone numbers known to be private attorneys
and/or public defenders. This list shall be compiled from commercial
sources, and be capable of being updated or modified frequently. If a
number appears on this list, the ITS must automatically disable
monitoring and recording of that call.
2.7.1 Establishment of Non-Recording List
All requests received by the Contractor from attorneys for
inclusion on the list of non-recorded numbers shall be forwarded
to the Sheriff Department’s ITMS Investigative Unit Sergeant or
designee. While ITMS Investigative Unit personnel will
physically input approved attorney telephone numbers, this
electronic listing shall be maintained by the Contractor’s System
in such a manner that record of any additions, edits, and
deletions are archived and able to be queried and immediately
retrieved upon request by County. The master listing and
archived records shall be accessible via specified System
Administrative Consoles by the Sheriff Project Director and
Sheriff Project Manager and designated administrative and/or
specified ITMS investigative personnel.
2.8

General Calls
The Contractor’s automated operator ITS shall provide for Collect Calls
and Pre-Paid Calls, as permitted in accordance with procedures
authorized by the Sheriff Project Manager and Probation Project
Manager.
The call recipient shall have the option to refuse calls from the Inmate,
either by blocking the call by keypad entry as described in Section
2.3.2.8 (Call Acceptance) or by written notification to the Sheriff Project
Manager or Probation Project Manager indicating that they do not wish
to receive calls from the Inmate. Requests to unblock any currently
blocked numbers shall be processed in accordance with procedures
authorized by the Sheriff Project Manager and Probation Project
Manager or designees.

2.9

Prevention of In-Coming Calls
The Contractor’s automated operator ITS shall prevent all incoming
calls to Inmate telephones in Sheriff's Department Custody and
Detention Facilities and Probation Department Detention and Camp
Facilities. Any attempted incoming calls shall be rejected, and
appropriate information (if available) shall be recorded, archived, and

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

22

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

reported to the concerned County Project Director and County Project
Manager.
2.10

Call Blocking Requirements
The Contractor’s automated operator ITS shall maintain a database
containing blocked telephone numbers. The ITS shall be capable of
blocking calls by area code, prefix, or destination numbers. A master
listing of blocked numbers shall be available for query/review at any
time electronically on System Administrative Consoles provided under
this Statement of Work.
The ITS shall also afford a means for the Sheriff Project Director,
Probation Project Director, Sheriff Project Manager, and Probation
Project Manager, and their designees, including ITMS investigative
staff, to block numbers electronically and independently via designated
System Administrative Consoles provided under this Statement of
Work.
The Sheriff Project Director and Probation Project Director or
designees may also notify the Contractor of the telephone number(s)
the County desires to be blocked. The Contractor shall block
telephone number(s) when requested as soon as practical, but under
no circumstances greater than eight (8) hours after the initial request.
When applicable, the Contractor’s automated operator ITS shall be
capable of System sensitivity modifications and shall be configurable to
prevent attempts at Unauthorized Calls, while simultaneously
preserving legitimate calls and avoiding erroneous disconnects.
2.10.1

Unauthorized Numbers
The Contractor’s automated operator ITS shall detect and
block attempted Inmate calls to unauthorized telephone
numbers. Unauthorized numbers shall include but are not
limited to the following:
Public officials; government
agencies; businesses; news media; numbers blocked by
family members; and any other numbers, or blocks of
numbers, identified by the County or ordered by a court of
law. A master listing of unauthorized numbers shall be
available for query/review/modification by County at any time
electronically on System Administrative Consoles provided
under this Agreement.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

23

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

2.10.2

Restricted Numbers
As described in Section 2.3.2.4 and hereunder, the
Contractor’s automated operator ITS shall detect and block
attempted Collect Calls to restricted numbers. A master
listing of restricted numbers shall be available for
query/review/modification by County at any time
electronically on System Administrative Consoles provided
under this Agreement.

2.10.3

Three-Way Calling
The Contractor’s automated operator ITS shall employ
appropriate security safeguards to detect and potentially
block attempted three-way calls.
Appropriate information regarding any detected possible
Inmate three-way call attempts shall be recorded, archived,
and the concerned County Project Manager alerted for
possible Inmate call monitoring, recording, or other
corrective action. (Refer to Section 4.2.e (Summary of Any
Unauthorized Inmate Call Activity Detected)).

2.10.4

Call Forwarding
The Contractor’s automated operator ITS shall employ
appropriate security safeguards to detect and potentially
block attempted call forwarding of Inmate calls.
Appropriate information regarding any detected Inmate call
forwarding attempts shall be recorded, archived, and the
concerned County Project Manager alerted for possible
Inmate call monitoring, recording, or other corrective action.
(Refer to Section 4.2.e (Summary of Any Unauthorized
Inmate Call Activity Detected)).
At regular intervals, the Contractor shall keep the Sheriff
Project Manager and Probation Project Manager apprised of
current call forwarding sensitivity settings, any success,
and/or perceived or actual negative affect on calls as a result
of current settings. Prior to any System modifications in this
area, which could affect the County, the Contractor shall
apprise and receive written approval of the concerned
County Project Manager.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

24

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

2.10.5

Cell Phone Numbers
The Contractor’s automated operator ITS must detect and
potentially block attempted Collect Calls to cell phone
numbers. Pre-Paid Calls may be allowed to specified
unrestricted cell phone numbers.

2.10.6

Other Unauthorized Numbers
2.10.6.1

No Live Agent Operator Access to Inmates
Inmate telephone calls via a Live Agent Operator
are prohibited. The Contractor’s ITS shall be
limited solely to the placing of automated
operator assisted Collect Calls and Pre-Paid
Calls.

2.10.6.2

No Special Calling Services
The Contractor’s automated operator ITS shall
detect and potentially block all other types of
Inmate calls including but not limited to: local
operator calls (0), Information (411), Emergency
Services (911), time (555-1212), business or
special service numbers (such as 1-700, 1-800,
1-887, 1-888, 1-900 and 1-976 numbers) and
numeric sequences associated with other call
carriers for operator services (such as 1-950
numbers, or as otherwise specified in Section
2.10.6.3).

2.10.6.3

No Other Long Distance Calling Plans
The Contractor’s automated operator ITS shall
detect and block Inmate long distance telephone
call attempts to by-pass the County’s Inmate
telephone services, utilizing numeric access
codes to alternative calling plans provided by
other long distance service vendors.
The Contractor’s automated operator ITS shall
detect and block Inmate telephone calls to 1-0XXX, 1-0-1-0-XXX, or any other similar numeric
sequences intended to reach another long
distance carrier. The Contractor’s automated

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

25

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

operator ITS shall detect and block commercially
available debit calling cards.
2.10.6.4

No Public Nuisance Calls
The Contractor’s automated operator ITS shall
detect and block Inmate telephone calls intended
to cause a public nuisance. The candidate list of
telephone numbers likely to be targets of public
nuisance calls will be provided by the Sheriff
Project Manager and Probation Project Manager
and updated as needed.
The complete list of unauthorized telephone
numbers to be blocked will be developed jointly
by County and Contractor’s staff and updated as
needed.
The Contractor shall prepare and
maintain the list of blocked telephone numbers,
and submit the list to the Sheriff Project Director
and Probation Project Director for review and
written approval. This listing shall be available
for query/review/modification by County at any
time electronically on specified System
Administrative Consoles provided under this
Agreement.
Appropriate information regarding any detected
Inmate call attempts to unauthorized telephone
numbers shall be recorded, archived, and the
Sheriff Project Manager and Probation Project
Manager alerted for possible Inmate call
monitoring, recording, or other corrective action.

2.11

Call Monitoring Requirements
Contractor’s automated operator ITS shall provide capability to monitor
Inmate telephone calls at Sheriff’s Department Custody and Detention
Facilities and Probation Department Detention and Camp Facilities
shown in Attachments 2.1 and 2.2 of this Exhibit B (Statement of
Work).
Contractor’s automated operator ITS shall provide the capability to
monitor any Inmate Telephone Instrument and any Inmate telephone
call.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

26

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

The Contractor shall provide twenty-five (25) System Administrative
Consoles for Sheriff’s Department facilities and one (1) System
Administrative Console for Probation Department Communications
office, as well as additional locations, as specified by the Sheriff
Project Director for the purpose of monitoring and recording Inmate
phone calls. The requirements for the System Administrative Consoles
are described further in Section 3.6.1 (System Administrative
Consoles).
The Contractor shall supply a means to identify call recipient
information associated with the dialed telephone numbers (e.g. Haines
reverse directory). When the call recipient information is confidential
as determined by the Contractor, the Contractor shall have no
obligation to reveal the information without a court order. All costs and
expenses associated with maintaining confidentiality of call recipient
information, including legal proceedings, shall be at the sole expense
of Contractor.
2.12

Call Recording Requirements
Contractor’s automated operator ITS shall provide capability to record
Inmate telephone calls at Sheriff’s Department Custodial and Detention
Facilities shown in Attachment 2.1 of this Exhibit B (Statement of
Work).
The Contractor’s automated operator ITS shall provide
capability to record any and all Inmate telephone calls.
The ITS must be capable of recording one hundred percent (100%) of
all Inmate telephone calls. Calls must be recorded in their entirety, up
to the sixty (60) minute time limit for Inmate calls per Section 2.5.1
(Maximum Call Duration) of this Exhibit B (Statement of Work).
Recordings must be selectable by Telephone Instrument, group of
Telephone Instruments, facility, or called number.
The ITS shall capture and record unauthorized activities. System
Administrative Consoles provided under this Exhibit B (Statement of
Work) shall be capable of reporting unauthorized Inmate calls. (Refer
to Section 4.2.e (Summary of Any Unauthorized Inmate Call Activity
Detected)).

2.13

Call Archiving and Retrieval
The Contractor’s automated operator ITS shall provide capability to
archive and immediately retrieve all recorded Inmate telephone calls
via any System Administrative Console and any Sheriff’s Data Network
computer with internet capability. Once recorded, the content of the
call shall be stored by the Contractor and be available for immediate

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

27

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

retrieval via a method determined by the Sheriff Project Manager for a
period of up to three (3) years. A record of all call attempts shall be
stored by the Contractor and be available for immediate retrieval via a
method determined by the Sheriff Project Manager for up to one (1)
year; and the ITS must have the capability to transfer the recorded
calls to an off-line media for archiving or review. The Contractor’s
automated operator ITS shall record all telephone calls made from any
and all phones within the Sheriff’s Department Custody and Detention
Facilities which are not made to an attorney or public defender
telephone number (these numbers are supplied to Contractor by the
County), including calls initiated by Pro-Per Inmate booking numbers
and PINs, and shall utilize the current pre-recorded call branding
announcement as required by Subparagraph 2.3.2.7 (Pre-Recorded
Call Branding Announcement) of this Exhibit B (Statement of Work).
All recorded telephone calls (files) shall be accompanied by the
following data:
a.
b.
c.
d.
e.
f.
g.

Salutatory call branding information.
Date and time the telephone call was placed.
Location from which the telephone call was placed.
Telephone number that was dialed.
Duration of the telephone call.
Time that the telephone call was terminated.
Inmate's Booking number

The Contractor shall copy, save, and store off-line data for archived
Inmate calls in the Contractor’s proprietary .wav format.
The ITS must continue to record calls, without interruption, while
copying and saving previously recorded calls. The recorded call file
format shall be compatible with Microsoft Windows 2000, XP, Vista,
and Windows 7 based personal computers, or other format to be
determined by the County.
The ITS shall provide the capability of naming each file, or
automatically generating a file name. Each recorded telephone call or
any copies shall be security encoded, in order to detect any attempted
alterations to the recorded telephone call.
Contractor has no responsibility to advise the County with respect to
any law, regulation, or guideline that may govern or control Inmate
telephone call recordation or monitoring by the County or compliance
therewith. The County has its own legal counsel to advise it concerning
any and all such laws, regulations, or guidelines, and compliance
therewith, and makes its own determination on when and how to use
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

28

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

the Inmate call monitoring and recording capabilities that Contractor
supplies under the Agreement. Contractor disclaims any responsibility
to provide, and in fact has not provided, the County with any legal
advice concerning such applicable law, regulation, or guideline, or
compliance therewith. The County shall be solely responsible for any
liability, claims, suits, proceedings, damages, costs, and expenses
relating to any claims arising out of the failure of the County to comply
with such applicable law, regulation, or guideline that may govern or
control Inmate telephone call recordation or monitoring by the County.
2.14

Call Billing Requirements
The Contractor shall be responsible for comprehensive billing services
for all calls including Collect Calls, Pre-Paid Calls, and international
calls in accordance with FCC and CPUC approved rates. The
Contractor’s billing system shall be capable of recording data for all
calls attempted, including calls completed and calls not completed.
Data recorded shall include the date, time, calling instrument, called
number, type of connection, type of billing, whether the call is
completed, call minutes, message units, and why the call was not
completed if appropriate.

3.0

SYSTEM ADMINISTRATION
The Contractor shall (a) create two (2) Project Control Documents, one each
for Sheriff’s and Probation Departments, to include a Project Plan, schedule,
risk assessment, and related project control documentation and (b) provide
ongoing management of the project and updating of such Project Control
Documents, throughout the Term of the Agreement.
The Project Control Document (PCD) is considered a “deliverable” under the
Agreement. Under no circumstance shall the PCD be used to amend or
change any work requirement in this SOW or used to amend or change any
term or condition of the Agreement.
3.1

Develop Project Control Document
Within thirty (30) calendar days of the effective date of the Agreement,
the Contractor shall create, and deliver to County, two PCDs, one for
the Sheriff’s Department and one for the Probation Department,
consistent with this Exhibit B (Statement of Work). The contents of
each PCD shall include the relevant elements of the following:
1.

Introduction: Summarizes the Project Plan; a review of the
shared vision for the project relationship, the strategic goals of
the implementation effort, and how the Contractor will contribute
to meet Sheriff’s and Probation Departments’ business
objectives.
29 Inmate Telephone System (ITS) and Services

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

2.

Executive Summary: Provides a high level overview of the
main features and goals of the Project Plan.

3.

Project Mission & Objectives: Describes the business case
for proceeding with the project, the objectives to be achieved
under the project, and critical success factors for Sheriff’s and
Probation Departments; all based upon information provided to
the Contractor by Sheriff’s and Probation Departments, and any
assumptions or limitations related to the Project Plan.

4.

Project Scope: Describes the overall scope and deliverables of
the engagement; acts as a confirmation of project scope,
phasing, and automation objectives.

5.

Work Breakdown Structure: Identifies the phases within the
overall Project implementation and the key deliverables within
each phase. It may also delineate to the task level, if
appropriate.

6.

Master Project Schedule: Following the Work Breakdown
Structure, this schedule identifies the activities, key milestones,
and estimated duration for activities on the project. It shall also
highlight all agreed activities, deliverables, or milestones; for
which Sheriff’s and Probation Departments are responsible, that
will affect the success of the project. All project activities,
deliverables, and milestones (Contractor, Sheriff’s Department
and Probation Department) will be linked into a Critical Path
Analysis. The Contractor, Sheriff’s Department, and Probation
Department will review this analysis on a monthly basis.

7.

Change Control Plan: Describes the activities and processes
for change management during the project (i.e., how a potential
project change is requested, impact assessment, response to
request, and authorization).

8.

Project Team: Identification of the Contractor’s project team
and project organization, including defining the roles and
responsibilities of the project team members.

9

Risk Assessment & Management: Identification of project
risks and mechanisms to handle these risks, in a risk
management plan.

When the PCD is complete, the Contractor Project Manager shall
submit the initial release document to the Sheriff Project Manager and
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

30

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Probation Project Manager for review and comment. These County
Project Managers will be responsible for distributing copies of the initial
release document, for County’s internal review. These County Project
Managers are responsible for consolidating the County’s comments
and for providing a clearly marked version of the draft document to the
Contractor Project Manager. These County Project Managers will
have ten (10) Business days from receipt of the PCD to review and
return the consolidated comments to the Contractor Project Manager,
unless otherwise agreed to by the parties. The Contractor shall review
and evaluate the County’s comments and respond to the County in
writing, within five (5) Business days from receipt of County’s
comments. The County’s comments and the Contractor’s response
will be discussed and integrated into a final and agreed version, within
five (5) Business days, unless otherwise agreed to by the parties. The
Sheriff Project Director, the Probation Project Director, and the
Contractor Project Director shall sign the final version of the PCD.
3.2

Current Inmate Telephone System
Inmate telephone services are currently provided by Global Tel*Link
Corporation (GTL). GTL presently owns the Inmate telephone system
and Telephone Instruments currently in operation within the Sheriff’s
Department Custody and Detention Facilities and the Probation
Department Detention and Camp Facilities.

3.3

Phased Integration of New Inmate Telephone System
The Contractor shall be required to develop and submit detailed plans
for the provision of necessary telephone equipment and the phased
integration of the new ITS, while minimizing the impacts to current
Inmate telephone system operations. The detailed plan is due thirty
(30) calendar days following the effective date of the Agreement. Any
Contractor planned facility modifications shall require the concerned
County Project Manager’s prior written approval. Should Contractor
elect to utilize existing Telephone Instruments, Contractor shall at its
own risk, cost, and expense enter into an agreement with GTL to
assume ownership of the current phones, while also ensuring a
seamless transition that does not affect the day-to-day operations
under the current inmate telephone system and services agreement.
3.3.1 System Integration Planning Considerations
In order to ensure a smooth system transition, the Contractor
shall provide all necessary Telephone Instruments, replacing
telephone cords as appropriate, and provide sufficient, qualified
technicians to support the system integration and test activities.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

31

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

The Contractor shall be required to submit equipment lists, rack
elevations, power and air conditioning requirements for all
equipment to be installed in the communications rooms at each
County facility listed on Attachments 2.1 and 2.2 to this Exhibit
B (Statement of Work). The Contractor shall be responsible for
equipment delivery, unpacking, installation, and test activities.
The Contractor shall be responsible for safeguarding tool
inventories and maintaining a safe and clean work environment,
including the timely removal of all tools, parts, and packing
materials.
Initial phases of the Contractor’s installation, configuration, and
test activities shall not interfere with normal operations of the
current Inmate telephone system at each County facility.
Telephone Platforms shall be tested initially in a test bed
environment, prior to their phased installation.
Any new
Telephone Instruments must be installed, tested, and activated
in such a manner that no other telephones are adversely
affected. If old telephones must be removed or replaced, the
old telephones must be completely removed from the County
facility. Existing telephone systems and Telephone Platforms
shall remain in place until the phased installation and cutover is
complete, and the new ITS and equipment become fully
operational.
The new automated operator ITS and Telephone Platform shall
become fully operational upon the successful completion of all
system integration testing and acceptance by the County.
System integration and acceptance test criteria is as follows: all
Inmate telephones tested and verified as fully operational, plus
forty-five (45) consecutive days of successful operation without
Deficiencies, and written acceptance by the concerned County
Project Director.
All telephone installation plans and schedules will be reviewed
and approved by the Sheriff Project Manager and Probation
Project Manager, in order to minimize impacts to normal
operations.
3.3.2 System Integration and Test Plan
The Contractor shall be required to develop a detailed System
Integration and Test Plan for the phased integration of the
Contractor’s automated operator ITS, including, but not limited
to, plans and schedules for the installation and integration of
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

32

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

collect, pre-paid, local, and international telephone systems and
services at Sheriff's Department Custody and Detention
Facilities and Probation Department Detention and Camp
Facilities. These facilities include locations which currently have
telephone systems installed, and identified locations which do
not, yet, have telephone services.
The detailed System Integration and Test Plan is due from the
Contractor to the Sheriff Project Director and Probation Project
Director, thirty (30) calendar days following the effective date of
this Agreement.
3.3.3 Telephone Instrument Adds, Moves, Changes
Throughout the Term of this Agreement, the Contractor may be
required by County to install additional Inmate Telephone
Instruments, relocate existing telephones, or modify existing
Telephone Instrument configurations. The Contractor shall be
responsible for all costs associated with additions, moves, or
changes to existing Telephone Instrument installations.
Throughout the Term of this Agreement, the Contractor shall
also be required to replace Telephone Instruments vandalized
or damaged beyond repair, at no cost to the County.
3.3.4 Disconnection and Removal of Telephones
The Contractor shall add, delete, disconnect, move, or remove
telephone equipment and telephone systems at the written
request of the Sheriff Project Director and Probation Project
Director and at no cost to the County, during and at the end of
the Term of this Agreement.
3.4

Contractor Staffing Responsibilities
In accordance with Paragraph 4 (Administration of AgreementContractor) of the Agreement, the Contractor shall provide a
Contractor Project Director, responsible for project oversight, and a
full-time Contractor Project Manager who will serve as the County’s
primary point of contact for daily administrative and technical matters
regarding the Agreement. The Contractor shall also provide two (2)
System Administrators to assist the County with daily administration,
operation, and maintenance of the Contractor’s automated operator
ITS and Services.
The Contractor shall provide on-call support for the technical
investigation and resolution of problems and shall additionally provide

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

33

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

sufficient staff support for connectivity issues within the span of control
of the Contractor, associated with System Administrative Consoles
provided under this Agreement and investigator remote access to the
ITS recording, playback and other feature functionality. It is the
Contractor’s responsibility to ensure the Sheriff Project Manager and
Probation Project Manager are provided the most current roster of
Contractor personnel providing services under this Agreement
including but not limited to the Contractor Project Director, Contractor
Project Manager, Contractor System Administrator(s), and Contractor
technical support personnel providing Work under the Agreement.
3.4.1 Contractor Project Director
The Contractor Project Director must be a permanent
Contractor employee and shall be technically qualified and have
a minimum of three (3) years experience in the management
and administration of large-scale Inmate telephone systems and
services to federal, state, or county Inmate custodial accounts
with a minimum of 10,000 Inmate calls per day system-wide.
3.4.2 Contractor Project Manager
The Contractor Project Manager must be a permanent
Contractor employee and shall be technically qualified and have
a minimum of three (3) years experience in the day-to-day
management and administration of large-scale telephone
services to federal, state, or county Inmate custodial accounts
with a minimum total of 10,000 Inmate calls per day systemwide.
The Contractor Project Manager shall supervise the two (2)
System Administrators.
3.4.3 Contractor System Administrators
The two (2) on-site System Administrators must be full-time
permanent Contractor employees and assigned to perform the
required Work under this Agreement.
The System
Administrators shall report to the Contractor Project Manager
and provide direct assistance to the Sheriff Project Manager.
These two (2) System Administrators shall be qualified to
provide below listed services, including but not limited to:
3.4.3.1 Technical telephone services including System
administration, operation, and maintenance of the
Contractor’s automated operator ITS.
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

34

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

3.4.3.2 ITS adds/moves/changes, as well as troubleshooting
procedures for the investigation and resolution of ITS
hardware, software and other component problems.
3.4.3.3 Generating essential ITS summary reports and
submitting concepts, analyses and recommendations
to increase revenue aside from increased Inmate
telephone call tariffs.
3.4.3.4 Traveling to different County locations with travel and
communication means provided by the Contractor to
perform required Work as determined by the Sheriff
Project Manager under this Agreement whenever
necessary.
Both on-site System Administrators may be housed at the
Business Management Unit (BMU) office of the Inmate Services
Bureau, located at the Sheriff’s Department, Twin Towers
Correctional Facility, or other locations determined by the Sheriff
Project Director. The work schedules for the on-site System
Administrators are to be determined by the Sheriff Project
Director as generally Monday through Friday with sufficient
coverage to meet the needs and requirements of the
Agreement.
3.4.4 Contractor Technical Support
Technical support shall be provided via secure internet links to
the Contractor Technical Support Center (see Section 3.5.8
below) supporting the Contractor’s automated operator ITS.
The Contractor shall provide for on-site technical support during
System installation and testing, and on-call technical support for
the investigation and timely resolution of ITS hardware, software
or other component problems and as otherwise stated in this
Section 3.4 and/or Section 3.5 of this Exhibit B (Statement of
Work).
The Contractor technical support staff shall be fully trained and
capable of performing ITS adds/moves/changes, as well as
procedures for the investigation and resolution of ITS hardware,
software or other component problems.
3.5

System Operations Plan; System Maintenance and Support
The Contractor shall submit a System Operations Plan that describes
the operations plan for maintaining reliable Inmate telephone services,
including: System design features, System monitoring, hardware
redundancy, System maintenance, repair parts inventory, emergency

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

35

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

response, contingency plans, and investigation of complaints or billing
errors. The detailed System Operations Plan is due from the
Contractor to the Sheriff Project Director and Probation Project Director
thirty (30) calendar days following the effective date of this Agreement.
The Contractor shall additionally provide the maintenance and support
services with respect to the ITS as described in this Section 3.5 and
otherwise in this Exhibit B (Statement of Work) (collectively,
"Maintenance and Support Services").
3.5.1 System Operations
The Contractor’s automated operator ITS shall be capable of
continuous 24x7x365/66 operation.
The Contractor's automated operator ITS shall have the
capability to monitor ITS operations at Sheriff’s Department
Custody and Detention Facilities and Probation Department
Detention and Camp Facilities, and to alert the Contractor
System Administrator when System problems or outages occur.
The Contractor shall provide the essential System
administration and investigative functions at remote locations
and County facilities via dedicated System Administrative
Consoles and other connectivity.
The Contractor’s automated operator ITS shall support the
capability to program, by telephone, cellblock, floor, day room,
dormitory, facility, and/or System-wide, features that will
enable/disable Inmate telephone operations by time of day or
day of week from a remote System Administrative Console or
localized System Administrator Kill Switch.
Under normal operations, Inmate telephones may be shut down
for scheduled periods of time, such as mandatory Inmate
counts, or while Inmates are sleeping. During scheduled
System down times, the County’s requirement for on-site
staffing is reduced.
3.5.2 Normal Operations
Under normal operations, the Contractor shall provide sufficient
technical staffing to support the administration, operation, and
maintenance of the ITS at Sheriff’s Department Custody and
Detention Facilities and at Probation Department Detention and
Camp Facilities.
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

36

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Such activities may be performed (on-site or remotely) Monday
through Friday, during County's Normal Business Hours (8:00
am-5:00 pm), excluding County holidays. The Contractor shall
provide centrally located, on-site staffing to support normal
operational requirements at the Sheriff's Department Custody
and Detention Facilities and the Probation Department
Detention and Camp Facilities, and travel (as needed) to
support County facilities.
The Contractor shall utilize a remotely located 24x7x365/66
Technical Support Center to monitor System operations at the
Sheriff's Department Custody and Detention Facilities and the
Probation Department Detention and Camp Facilities, and assist
in the troubleshooting and resolution of System problems.
3.5.3 Response to System Problems, Outages, and Other
Deficiencies
Reporting of all System problems, outages, and other
Deficiencies shall be handled through Contractor's Technical
Support Center, which shall be accessible online, through tollfree telephone and fax numbers, and via email. Contractor shall
provide for 24 hour per day, 7 day per week on-call technical
support staff to support the County and the Contractor's on-site
technical staff in resolving System problems, outages, and other
Deficiencies. County will assign one of the following “Severity
Levels” to each County service request submitted to
Contractor’s Technical Support Center:
Contractor must
respond to and resolve System problems, outages, and other
Deficiencies in accordance with the following timeframes,
following the determination and/or notification of the problem,
outage, or other Deficiency:
Inmate Telephone System – Capabilities/Components other than Monitoring
Severity
Response Time1
Level
1
Two Hours

TAT2

Severity Level Definition

Eight Hours

2

Twenty-Four Hours

Critical. = When 25% or more of a single
housing units (Module / Dorm / Pod)
telephones are out of service.
Severe. = When 10% to 24% of a single
housing units (Module/ Dorm / Pod)
telephones are out of service. Or, when a
single Telephone Instrument is out of service

Four Hours

Response Time means the time from County’s initial service request to Contractor’s commencement of service.
Turnaround Time (TAT) means the time from County’s initial service request to Contractor’s completion of
service and Deficiency resolution.
County of Los Angeles
37 Inmate Telephone System (ITS) and Services
Sheriff’s Department, Probation Department,
Exhibit B, Statement of Work
and PCS
1
2

Restated under Amendment Number Four
Effective June 20, 2016

3

Twelve Hours

4

Seventy-Two Hours Ten Business Days

and more than ten (10) Inmates are not able
to make telephone calls as a result.
Minor. = When one Telephone Instrument is
out of service and additional telephones are
in the area available for Inmates to use.
Cosmetic. = A Telephone Instrument is
damaged but is capable of completing
telephone calls.

Five Business Days

Inmate Telephone System – Monitoring Capabilities/Components
Severity
Response Time
Level
1
Two Hours

TAT

Severity Level Definition

Four Hours

Critical.
= Recording or monitoring
capabilities have stopped / or retrieval of
recorded telephone calls cannot be
accomplished, or the Contractor’s supplied
System Administrative Console will not
function.
Severe. = An individual location cannot be
monitored or recorded / or sound quality has
severely deteriorated /or the system cannot
transfer data to storage media (CD) / or the
Contractor’s
supplied
Workstation
or
Computer is intermittently malfunctioning / or
the system cannot retrieve necessary data for
generating reports.
Minor. = The System’s responses are slower
than normal, however proper operations are
occurring / or keyboard, mouse or printer is
malfunctioning.
Cosmetic. = The System's hardware is
damaged but functioning (key missing from
keyboard / key on keyboard sticking)

2

Four Hours

Eight Hours

3

Eight Hours

Twenty-Four Hours

4

Twenty-Four Hours Three Business Days

Contractor acknowledges and agrees that, as part of
Maintenance and Support Services provided to County,
Contractor shall be required to repair, replace, or reinstall any
equipment required under the Agreement that sustained
damages due to inmate abuse, theft, natural perils such as fire,
water or other components, or create an Update in order to
remedy a Deficiency, at no cost to the County.
In the event a Deficiency cannot be solved within the applicable
TAT, the Contractor must contact the concerned County Project
Manager immediately via cell phone as to the problem and
location and propose a plan to correct the problem.
Contractor’s proposed solution must meet with the satisfaction
of and be approved by the concerned County Project
Manager(s).

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

38

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

In the event of an emergency as determined by concerned
County Project Managers, the Contractor must have the
capability of bringing in additional technicians dedicated solely
to ITS to perform service under this Agreement at no cost to the
County.
3.5.4 System Recovery Operations
The Contractor shall manage and coordinate recovery
operations for any ITS problems or outages, and also prepare
reports for management describing the problem and corrective
action taken.
Following each Severity Level 1 or 2 service request, the
Contractor shall continue to monitor systems or equipment
impacted for seventy-two (72) hours beyond the resolution of
the problem, to ensure that the problem has been truly resolved
prior to closing the system problem report.
3.5.5 Updates
Subject to the remainder of this Section 3.5.5, Maintenance and
Support Services shall include: (i) any upgrades, updates,
enhancements, revisions, new version releases, improvements,
bug fixes, patches, and modifications to the ITS or any
component thereof, (ii) any testing or modifications as may be
necessary to maintain ITS functionality, including as modified by
any Updates, and (iii) any updates or modifications required
during the Term in order for the ITS and each component
thereof to remain in compliance with applicable federal or state
and local laws and regulations (collectively, “Updates”), which
Updates shall be provided by Contractor to County at no
additional cost. Any Update delivered by Contractor to County
is deemed a part of the ITS and shall be included in the rights
granted to County pursuant to the Agreement.
3.5.6 System Maintenance
The Contractor’s automated operator ITS shall be capable of
supporting On-Line System Maintenance, either on-site or
remotely, while minimizing impact to normal operations.
The Contractor shall coordinate planned System maintenance
with Sheriff Project Director and Probation Project Director or
Sheriff Project Manager and Probation Project Manager not less
than forty-eight (48) hours in advance. System maintenance
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

39

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

shall be scheduled, whenever possible, in order to minimize
potential impact to prime Inmate calling periods. Any deviations
will require the concerned County Project Managers’ written
approval.
The Contractor shall conduct and perform monthly maintenance
inspection of all Telephone Instruments and report each
inspection on Attachment 5 (Monthly Maintenance Report) to
this Exhibit B (Statement of Work).
3.5.6.1

Problem Reporting
The Contractor shall develop and submit procedures
to the County Project Managers for informing the
County on how to report System problems, including:
preparation
of
Trouble
Tickets,
Personnel
Notifications, Escalation Procedures and call lists,
maintenance logs, management reports, Trouble
Ticket closure and both on-line support and a toll free
calling number to report emergent service requests.
Such procedures shall comply with Section 3.5.3
(Response to System Problems, Outages, and Other
Deficiencies) and otherwise with this Exhibit B
(Statement of Work).

3.5.6.2

Intentionally Omitted

3.5.6.3

On-Call for Emergency Repairs
The Contractor shall provide for on-call technical staff
to respond to after-hours emergency repairs (i.e.,
Severity Levels 1 and 2 service requests) to the ITS.

3.5.6.4

Maintenance Records and Reports
The Contractor shall prepare and maintain
maintenance records and submit monthly reports
describing problems encountered and corrective
action taken in accordance with the reporting
requirements set forth herein.

3.5.6.5

Investigation of Major System Problems
The Contractor shall develop procedures for the
investigation and resolution of System problems or
outages. Such procedures shall include: Personnel

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

40

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Notifications, Trouble Tickets, Status Reports, and
Closure Procedures.
Following a major System problem or outage, the
Contractor shall continue to monitor systems or
equipment impacted for seventy-two (72) hours
beyond the resolution of the problem to ensure that
the problem has been truly resolved prior to closing
the problem report.
3.5.6.6

Preventative Maintenance
The Contractor shall develop procedures and
schedules
to
conduct
monthly
Preventative
Maintenance on ITS, and all equipment and
instruments included therein, and preparation of
Monthly Maintenance Reports indicating the nature
and scope of the Preventative Maintenance
performed. (See Attachment 5 (Monthly Maintenance
Report) to this Exhibit B (Statement of Work)).
The Contractor shall provide all necessary labor,
parts,
materials,
technical
personnel,
and
transportation necessary to maintain the ITS and all of
its components in good working order, including the
performance of Preventative Maintenance.
While the County assumes no liability for loss,
damages, or vandalism, the County may provide
secured storage at strategic locations for prepositioned spare Telephone Instruments, tools,
emergency supplies, equipment and repaired part
inventories for both convenience of the Contractor
and expediency in repairs.
Contractor shall provide a list of the above mentioned
items to be stored by the County. This list must be
approved by the Sheriff Project Manager and
Probation Project Manager prior to the actual storage
of such parts by Contractor. Any of these items that
are used for maintenance and repair must be
replaced within seventy-two (72) hours at Contractor’s
expense. The Sheriff Project Manager and Probation
Project Manager will ensure that periodic inspection of
the items is made and the quantity of these items can
be verified against the list. Contractor must have all

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

41

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

items available on-site
maintenance and repairs.
3.5.6.7

when

providing

the

Routine Maintenance
Any routine server or recording equipment
maintenance which negatively impacts telephone
usage shall be conducted by the Contractor only
during the hours of 12:01 am and 6:00 am and should
include advance notification to the County via
electronic mail, in person, or by telephone during
Normal Business Hours.
The Contractor shall notify the concerned County
Project Directors and County Project Managers of any
routine downtime (and as otherwise provided in
Section 3.5.6 (System Maintenance) of this Exhibit B
(Statement of Work)) via electronic mail, in person, or
by telephone during normal business hours. If the
routine downtime will render inaccessible, an ITS
component that provides recording or monitoring
capabilities, then Contractor shall provide County at
least twenty-four (24) hours advance notice via email
or electronic messaging to concerned County Project
Manager.
Any emergent downtime shall require immediate
telephonic notification to the concerned County
Project Director and County Project Manager.

3.5.6.8

Quality Assurance Inspections
The Contractor shall be required to schedule and
conduct monthly quality assurance inspections to
ensure that Inmate telephones at each of the Sheriff's
Department Custody and Detention Facilities and
each Probation Department Detention and Camp
Facilities are maintained in good working order.
These monthly inspections shall be documented in
the Monthly Maintenance Reports. (See Attachment
5, (Monthly Maintenance Report) to this Exhibit B
(Statement of Work)).

3.5.6.9

Regular Management Meetings
The Contractor Project Director or Contractor Project
Manager
shall
attend
regularly
scheduled

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

42

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

management meetings, including Title 15 Meetings,
organized by Sheriff Project Director and Probation
Project Director to discuss Inmate telephone services
and related issues, including, but not limited to,
telephone usage, billing, administration, Inmate
complaints, and problems encountered by County and
Contractor.
3.5.7 Investigation of Complaints and/or Billing Errors
The Contractor shall ensure the timely investigation of Inmate
complaints pertaining to ITS operations and/or billing errors.
The process shall provide various means for the Contractor to
receive either Inmate or outside customer complaints including,
but not limited to, a toll free number, 24/7 fax number, and email address and/or web link.
Results of investigations and any corrective action taken shall
be provided in writing to the concerned County Project Manager
within seven (7) Business days following the Contractor’s
notification of the complaint and/or billing error.
The Contractor shall submit to the concerned County Project
Manager copies of all Inmate complaints and resolutions
monthly and shall maintain a historical record of such
complaints and dispositions.
The Contractor may be required to modify their complaint
investigation procedures in order to meet County needs.
3.5.8 Contractor’s Technical Support Center
The Contractor shall utilize a remotely located Technical
Support Center to monitor System operations at the Sheriff's
Department Custody and Detention Facilities and each
Probation Department Detention and Camp Facilities and to
assist in the troubleshooting and timely resolution of problems.
During Normal Business Hours, the Contractor’s Technical
Support Center shall perform monitoring and reporting of any
observed technical problems or abnormal conditions pertaining
to the operation and maintenance of the ITS.
The Contractor’s Technical Support Center shall notify Sheriff
Project Director and Probation Project Director of any observed
technical problems or abnormal conditions via System email,
Contractor-provided System Administrative Consoles, or via
43 Inmate Telephone System (ITS) and Services

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

electronic mail, in person, or by telephone during Normal
Business Hours.
During off-hours, the Contractor’s Technical Support Center
shall continue to perform monitoring and reporting of any
observed technical problems or abnormal conditions pertaining
to the operation and maintenance of the ITS, and dispatch oncall maintenance support staff as needed for the repair and
maintenance of major problems. To the extent consistent with
Section 3.5.3 of this Exhibit B (Statement of Work), the
Contractor’s Technical Support Center may defer the repair of
minor problems, consistent with procedures approved in writing
by the County Project Managers.
The Contractor shall submit to the County Project Managers, a
current roster of all technical employees that work at the
Contractor’s Technical Support Center, and who may be
required to enter County facilities. All personnel on the roster
shall meet the County’s requirements for admission into
Sheriff’s Department Custody and Detention Facilities and
Probation Department Detention and Camp Facilities.
Contractor shall seek clearance through the concerned County
Project Manager at least twenty-four (24) hours in advance
when Contractor technical support staff, not previously cleared,
require admission into Sheriff’s Department Custody and
Detention Facilities and Probation Department Detention and
Camp Facilities for emergent repairs.
After Normal Business Hours, emergent clearances may be
requested from the on-duty Sheriff’s Department Watch
Commander or the highest ranking Probation Department
official of the concerned facility.
In such instances, the
concerned County Project Manager shall be immediately
informed. All Contractor Service staff shall be prepared to
present a valid photo identification, which includes name,
address, physical description, and date of birth. Additionally,
Contractor Service staff shall also provide their Social Security
Number, which will be utilized during the background screening
investigation.
3.5.9 Escalation Procedures and Call Lists
The County Project Directors and County Project Managers
shall be afforded contact information sufficient to establish

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

44

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

immediate contact with the Contractor Project Director and
Contractor Project Manager on a daily (24x7x365/66) basis.
The Contractor shall additionally provide the County with call
lists for Contractor’s senior management personnel, who can
also be contacted in case of emergency. Refer to Exhibit K
(County and Contractor Administration) of the Agreement.
3.5.10 Downtime Credits
Downtime Credits shall accrue under this Exhibit B (Statement
of Work) for any Deficiency in either the Monitoring
Capabilities/Components or the Capabilities/Components other
than Monitoring portions of the ITS as follows:
For each Severity Level 1 Deficiency that is not resolved within
the applicable TAT set forth above in Section 3.5.3, Contractor
shall credit the County in an amount of $100.00 per hour that a
component of the ITS is deficient. In instances where such a
deficiency exists, Contractor shall pay the Downtime Credits
from the time Contractor is notified of the deficiency until the
time the ITS deficiency is fully resolved, based on full 1-hour
increments.
For each Severity Level 2 Deficiency that is not resolved within
the applicable TAT set forth above in Section 3.5.3, Contractor
shall credit the County in an amount of $50.00 per hour that a
component of the ITS is deficient. In instances where such a
deficiency exists, Contractor shall pay the Downtime Credits
from the time Contractor is notified of the deficiency until the
time the ITS deficiency is fully resolved, based on full 1-hour
increments.
For each Severity Level 3 or 4 Deficiency that is not resolved
within the applicable TAT set forth above in Section 3.5.3,
Contractor shall credit the County in an amount of $50.00 per
24-hour period that a component of the ITS is deficient. In
instances where such a deficiency exists, Contractor shall pay
the Downtime Credits based on full 24-hour increments from the
time Contractor is notified of the deficiency until the time the ITS
deficiency is fully resolved. Downtime Credits in this instance
will not accrue for any partial 24-hour period until the entire 24
hours has elapsed.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

45

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Contractor shall pay the County the total amount of Downtime
Credits due in accordance with Paragraph 9.2 (Downtime
Credits & Liquidated Damages) of the Agreement.
3.5.11 County Responsibilities
County understands that in order for Contractor to provide
Maintenance and Support Services, County:

3.6

(1)

Agrees that any appropriate Sheriff’s Department or
Probation Department employee shall be authorized to
request and receive Maintenance and Support Services
on behalf of the County.

(2)

Must provide Contractor with reasonable access to the
ITS during the times requested by Contractor subject to
County facility’s access approval policies described in
this Exhibit B (Statement of Work) and otherwise in the
Agreement. County will not unreasonably withhold such
access.
Such access shall be exclusively for
Maintenance and Support Services purposes and shall
be subject to Contractor’s obligations to protect County's
proprietary and confidential information set forth in this
Agreement; and

(3)

Must provide Contractor with notice, either orally or in
writing, within three (3) days of occurrence of a
Deficiency being reported, with a general description of
the Deficiency, although County’s failure to provide notice
within the time frame set forth in this subsection (3) shall
not relieve Contractor from its obligation to resolve the
Deficiency once County has so informed Contractor.

Inmate Telephone System Administration
3.6.1 System Administrative Consoles
Contractor’s ITS shall provide County the capability to
effectively and
efficiently perform
essential System
administration functions. Such functions shall include, but shall
not be limited to, the following:
a.

System start-up/shut-down, initialization, configuration
and system back-ups.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

46

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

b.

System operational status reporting and unauthorized
activity alerts.

c.

Inmate (on-line) call monitoring, recording, archiving and
retrieval.

d.

Inmates call management, account set-up and billing.

e.

System troubleshooting, maintenance and repair.

f.

Generation of real time, ad hoc and System-wide
summary management reports.

Contractor’s ITS shall provide the capability to perform System
administration functions from System Administrative Consoles
located at Sheriff’s Department Custody and Detention Facilities
and at Probation Department Communications office. System
administration functions may be performed by the Contractor
(on-site or remotely) at any time, as long as the normal
operation of the System is not affected.
The County may require limited administrative rights on some
System Administrative Consoles, as directed by the Sheriff
Project Director and as otherwise provided for in this Statement
of Work.
All System Administrative Console monitors shall be a minimum
of nineteen (19) inches for ease in viewing. At the Sheriff
Project Director’s discretion, the County may designate up to
ten (10) monitors of greater size for purposes of more easily
displaying detailed spreadsheets, Ad Hoc Queries, and
investigative query/results screens.
The Sheriff's Department Business Management Unit (BMU)
and Probation Department Communications office consoles
shall each include a high quality color printer sufficient to meet
the needs of the County in producing a variety of high quality
reports, as specified by the concerned County Project Manager.
Contractor’s platform software shall utilize plain English
terminology and avoid codes or symbols which make navigation
difficult and/or require referencing separate screens, or distal
portions of the software to interpret. The System software
should, be user-friendly, with displays and prompts which are
easily understood, intuitive and employ readily discernable icons
that contribute to an effective user experience. The Contractor’s
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

47

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

software should provide a variety of sort and query features
which allow the user to seek information and view results in a
rapid and efficient means. In the simplest of terms, the
Contractor’s software should fundamentally ease navigation,
while simultaneously promoting feature functionality.
The Contractor shall provide twenty-five (25) System
Administrative Consoles for the Sheriff’s Department facilities at
locations to be determined by the Sheriff Project Director. It is
anticipated the System Administrative Consoles will be
deployed at all custody facilities, BMU main office, investigative
units, and/or additional off-site locations.
The Contractor shall provide one (1) System Administrative
Console
required
for
the
Probation
Department
Communications office.
3.6.2 System Administrative Console Technical Description
The System Administrative Consoles must include a computer,
monitor, printer, and all necessary software to review and
monitor phone calls. The computer, printer, monitor, and any
other related hardware associated with the consoles shall be
new, name brand contemporary models with sufficient
processing speed, storage capacity, and other feature
functionality to ensure rapid and efficient retrieval data
throughout the Term of the Agreement.
The Contractor may be required at the end of the third year of
the Agreement or thereafter to replace any or all System
Administrative Console related components at the request of the
Sheriff Project Director and Probation Project Director should
equipment be determined as outdated and/or inefficient.
The Contractor’s System Administrative Consoles shall include
but are not limited to computer hardware and software,
computer memory, disk storage capacity, computer display, and
printer.
The Contractor shall also provide any ancillary
equipment deemed necessary for the monitoring, recording,
archiving, or retrieval of Inmate calls. The Contractor shall also
provide the telecommunications network designed to provide
(on-site and/or remote) administration of the ITS. The System
Administrative Consoles constitute a component of the ITS.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

48

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

3.6.3 Required System Administrative Console Locations
The Contractor shall provide System Administrative Consoles at
the Sheriff’s Department Custody and Detention Facilities
locations to be determined by the Sheriff Project Director and at
Probation Department Communications office.
3.6.4 System Operations Status
The System Administrative Console shall be capable of
providing real time System status displays, including the current
operational status of ITS at both on-site and remote facilities.
3.6.5 System Security
The ITS shall provide for security safeguards designed to
control access to the System. Access to the System shall be
password protected and limited to the concerned County Project
Director or designee. Critical software and databases shall be
backed-up and archived on a regular basis.
3.6.6 Training
The Contractor shall provide training on System administration,
including operation and maintenance of the ITS and Inmate
monitoring/recording techniques.
Training shall include
classroom and hands-on training for County system
administrators, investigators and personnel determined by the
Sheriff Project Director and Probation Project Director.
Approximately 200-300 Sheriff’s Department and 20 Probation
Department members will require System investigative and/or
administration training at intervals requested by the Sheriff
Project Director and Probation Project Director.
The Contractor shall provide additional System investigative
and/or administration training as required by the Sheriff Project
Director and Probation Project Director for new personnel
assigned as County system administrators, managers,
investigators and recurrent training as needed.
Contractor shall also provide training to County staff on report
retrieval and Ad Hoc Queries as requested by the Sheriff Project
Director and Probation Project Director or Sheriff Project
Manager and Probation Project Manager.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

49

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

4.0

INMATE
TELEPHONE
REQUIREMENTS
4.1

SYSTEM

MANAGEMENT

REPORTING

Contractor’s Project Reporting Requirements
4.1.1

Fortnightly Status Reports During the System Integration
Period
The Contractor shall prepare and submit Fortnightly Project
Status Reports during the System Integration Period to the
County. The Contractor shall submit such reports to the
Sheriff Project Manager and Probation Project Manager on the
1st and 15th of each month or the next working day if the due
date falls on a Saturday, Sunday or holiday. Such reports
shall, at a minimum, state:
(a)
(b)
(c)
(d)

Period covered by the report;
Project progress and plans;
Issues tracking, including Deficiencies;
Project schedule including work scheduled for
completion which was completed and work scheduled
for completion which was not completed;
Updates to the Project Control Document;
Project risks identified through the quality assurance
process; and
Any other information that Sheriff’s and Probation
Departments may reasonably require.

(e)
(f)
(g)
4.1.2

Contractor’s Account
Responsibilities

Management

and

Reporting

In accordance with Paragraph 4.2 (Contractor Project
Manager) of the Agreement, the Contractor shall provide a fulltime Contractor Project Manager who will serve as the
County’s single point of contact for all administrative and
technical matters regarding the Agreement, including
submission of the Monthly System Management Reports to
Sheriff Project Director, Probation Project Director, Sheriff
Project Manager, and Probation Project Manager.
The
Monthly System Management Reports shall include the
following information for each facility by Collect Calls, Pre-Paid
Calls, and international calls:
1.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

Financial data, including call volume, total
minutes, gross amount billed, Minimum Annual
Guarantee
(MAG)
payment(s),
and
un50

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

2.

3.

4.

5.

6.

7.

4.2

collectables. This report will be available to BMU
and
Probation
Department’s
System
Administrative Consoles only.
Maintenance
activity,
including
problems
encountered and corrective action taken to
resolve. This report will be available to BMU and
Probation Department’s System Administrative
Consoles only.
Summary of complaints received and corrective
action taken to resolve.
This report will be
available to BMU and Probation Department’s
System Administrative Consoles only.
Summary of usage and non-usage by telephone.
This report will be available to all System
Administrative Consoles.
Call attempts. This report will be available to BMU
and
Probation
Department’s
System
Administrative Consoles only.
Pre-Paid Call services.
This report will be
available to BMU and Probation Department’s
System Administrative Consoles only.
Non-working phone report in real-time. This report
will be available to all System Administrative
Consoles.

Monthly Project Reports
The Contractor shall be required to submit Monthly Project
Reports, pertaining to the operation and maintenance of the
ITS. Monthly reports shall be for the period including the first
day of the month through the last day of the month. Such
reports shall include, but not be limited to, the following:
a.

List of Telephones
This report shall include, but shall not be limited to,
information on facility name, address, telephone number,
location of phone, installation date, date removed, date
reinstalled. Report shall be updated monthly. Total
downtime for each phone shall also be included. These
reports shall be available to all System Administrative
Consoles.

b.

Total Inmate Calls Completed and Amounts Billed
Reports shall be in summary format by facility and
telephone number.
Reports shall include the total
number of calls, total minutes, amount billed, and shall be

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

51

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

broken down by domestic Debit Phone Account
(Cardless), Pre-Paid Account, and Collect Calls, and by
international calls. This report shall be available to BMU
and Probation Department’s System Administrative
Consoles only.
c.

Total Inmate Calls Uncompleted
Reports shall be in summary format, and shall include the
total number of calls, broken down by type of call,
including domestic Debit Phone Account (Cardless), PrePaid Account, and Collect Calls, and by international
calls, as well as indicating the cause associated with the
incompletion of the calls and an aggregate total of each
value. This report shall be available to BMU and
Probation Department’s System Administrative Console
only.

d.

MAG report
This report shall contain the annual or monthly historical
contemporary MAG payment information. This report
shall be available to BMU and Probation Department’s
System Administrative Console only.

e.

Summary of Any Unauthorized Inmate Call Activity
Detected
Reports shall be in summary format by facility, and shall
contain any information available to support the
subsequent investigation of such activities. This report
shall be available to all System Administrative Consoles.

f.

Summary of System Outages and/or Maintenance
Performed
Reports shall be in summary format by facility, and shall
contain a brief problem description and corrective action
taken to resolve the problem. The report shall also
include the date and time and who notified the Sheriff
Project Manger and/or Probation Project Manager. This
report shall be available to all System Administrative
Consoles.

g.

Telephone Inspection and Maintenance Log
This report shall be submitted to the Sheriff’s and
Probation Departments on a quarterly basis or as
required by the Sheriff Project Manager and Probation
Project Manager. This report shall be available to BMU

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

52

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

and Probation Department’s System
Console only.
h.

Administrative

Ad Hoc Query and Reports
Contractor’s reporting system must have Ad Hoc Query
and report capability and may require format modification
to enhance readability at the request of the Sheriff
Project Director, Probation Project Director, Sheriff
Project Manager, and/or Probation Project Manager.
These features shall be available to BMU and Probation
Department’s System Administrative Consoles only.

The Contractor shall submit one (1) soft copy of both Monthly Project
Reports and Monthly System Management Reports on three (3) CD-Rs
to each of the following: a) Sheriff Project Manager at Sheriff's
Department, Custody Division, Inmate Services Bureau, Business
Management Unit, 4700 Ramona Boulevard, Room 309, Monterey
Park; CA 91754; and b) Probation Project Manager at Probation
Department, Management Services Bureau, 4549 Telegraph Road,
Los Angeles, CA 90022.
The Contractor’s written reports shall utilize Microsoft Word or other
format to be determined by the Sheriff Project Manager and Probation
Project Manager, for the narrative portions, and Microsoft Excel for the
Inmate billing and commissions earned reports.
The Contractor’s written reports are due no later than 5:00pm., on the
fifth (5th) Business Day of the month reporting on ITS for the prior
month.
4.3

Year-End Summary Reports
The Contractor shall submit Year-End Summary Reports, including
Annual System Management Reports, pertaining to the operation of
the Contractor’s automated operator ITS. The reports shall minimally
provide total call volume, total minutes, and total revenue for each type
of call, including Collect, domestic Debit Phone Account (Cardless),
Pre-Paid Account, and international calls, and shall also include an
aggregate total of each of these values. The reports shall also indicate
the MAG, un-collectibles and recovered un-collectibles, including any
accounts receivables sold during the year.
The Contractor is encouraged to add categorical data for this report
where it better serves to meet the County’s intent. More specifically,
this report is intended to provide an at a glance, yet comprehensive
means of deciphering the various areas in which revenue is generated

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

53

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

and must provide an intuitive means for both County review and
reconciliation.
The reports shall also include in summary format by facility, information
to determine Inmate telephone call volume by number of accepted
calls, and minutes, by hour, by facility, cellblock, dayroom, floor,
dormitory, or other area of interest.
The Contractor shall submit a soft copy of the Year-End Summary
Reports on three (3) CD-R to each of the following: a) Sheriff Project
Manager at Sheriff's Department, Custody Division, Inmate Services
Bureau, Business Management Unit, 4700 Ramona Boulevard., Room
309, Monterey Park, CA 91754; and b) Probation Project Manager at
Probation Department, Management Services Bureau, 4549 Telegraph
Road, Los Angeles, CA 90022.
The Contractor’s written reports shall utilize Microsoft Word or other
format to be determined by the Sheriff Project Manager and Probation
Project Manager, for the narrative portions, and Microsoft Excel for the
Inmate billing and commissions earned reports.
The Contractor’s Year-End Summary Reports are due no later than
5:00 pm, on the fifth (5th) Business Day of the month following
Agreement year-end, reporting on the ITS for the subject Agreement
year.
In addition to submitting required fortnightly/monthly/annual ITS
management reports, within thirty (30) calendar days following the end
of the Agreement year, the Contractor Project Director or Senior
Management personnel (Contractor’s executive management
personnel to whom Contractor Project Director reports) shall meet with
the Sheriff Project Director, Probation Project Director, Sheriff Project
Manager, and Probation Project Manager and provide a
comprehensive report of Inmate call activity for the Agreement year,
along with providing a comprehensive presentation recapping any key
areas of successes and/or concerns, as well as addressing intended
strategies for the upcoming contract year.
The Contractor shall also maintain and archive Inmate telephone billing
records for the full duration of the Agreement, and an additional five (5)
years beyond the Agreement Term.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

54

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

5.0

INMATE TELEPHONE SYSTEM FACILITY SAFEGUARDS
5.1

Requirements for Entry - County Custodial/Detention/Camp
Facilities
Consistent with the requirements of the Agreement, the Contractor,
Contractor’s employees, and/or sub-contractor’s employees, shall
meet all specified requirements for admission into any County custody
or detention facility, including but not limited to the following:
a.

Individual has not been incarcerated at any federal prison,
state prison, or County jail within the last five (5) years.

b.

Individual has not been convicted of bringing a controlled
substance into a federal prison, state prison, or County jail.

c.

Individual has not been convicted of possession of a
controlled substance for sale, nor has individual used any
controlled substance (without physician’s authorization)
within the last five (5) years.

d.

Individual has not been convicted of murder, sex crimes,
weapon law violations, felonious assault, or spousal abuse.

e.

Individual does not have a relative housed in the Los
Angeles County jail.

f.

Individual does not have outstanding warrants.

g.

Individual is not currently on probation or parole.

h.

Individual did not make untruthful or incomplete statement
on applications.

In addition, the County reserves the right to deny entry at its discretion
for reasons which are confidential and relate to legitimate security
interests.
All individuals entering into any Sheriff’s Department Custody and
Detention Facility or Probation Department Detention and Camp
Facility under terms of this Agreement shall be subject to search and
seizure.
The Contractor shall be responsible to notify Contractor’s employees
who are cleared for entrance that, if they subsequently have a relative
incarcerated in a County custody facility, they are required to notify the
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

55

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Contractor, and the Contractor shall notify the Sheriff Project Director
and Probation Project Director immediately. Contractor’s employees
are not permitted to work in a custody facility where a relative is
housed.
5.2

Contractor’s Personnel Requirements
All personnel employed by the Contractor shall be competent,
trustworthy, and well qualified to perform the Work. The Contractor
shall submit to the Sheriff Project Manager and Probation Project
Manager, a current roster including all employees that are required to
enter County facilities to perform services under this Agreement. This
roster shall also be maintained electronically by the Contractor on the
System Administrative Consoles at BMU and Probation Department
only. The roster shall be kept current and up-dated by the Contractor
as required.
All personnel on the roster shall possess photo
identification, and shall meet the County’s requirements for admission
into any Sheriff’s Department Custody and Detention Facility or
Probation Department Detention and Camp Facility.
Consistent with the requirements set forth in the Agreement, all
personnel employed by the Contractor that are required to enter
County facilities, are required to undergo a Background Check, which
shall be initiated by preparing an “Entry Application for Custody
Facility” form (Attachment 4 to this Exhibit B (Statement of Work)).
The Contractor shall be required to submit an “Entry Application for
Custody Facility” form for all Contractor personnel requiring access to
the Sheriff’s Department Custody and Detention Facilities or Probation
Department Detention and Camp Facilities to perform services under
this Agreement. The “Entry Application for Custody Facility” shall be
submitted at least ten (10) calendar days prior to their required access
to Sheriff's Department, Custody Division, Inmate Services Bureau,
Business Management Unit, Sheriff’s Project Manager, 4700 Ramona
Boulevard, Room 309, Monterey Park, California 91754 for Sheriff’s
facilities; and to Probation Department, Management Services Bureau,
4549 Telegraph Road, Los Angeles, CA 90022 for Probation facilities.
The County Project Managers may arrange for photo identification
cards for Contractor personnel, which must be presented when
requesting access to any Sheriff’s Department Custody and Detention
Facilities or Probation Department Detention and Camp Facilities.
Contractor personnel shall also be required to continuously safeguard
their tools and submit for inspection their inventory of Essential Tools
upon entry or exit from any Sheriff’s Department Custody or Detention
Facility and any Probation Department Detention or Camp Facility.
Contractor personnel shall attend County custody Orientation prior to

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

56

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

admission into secured facilities and shall attend a two-hour ethical
training session hosted by the Contractor or its designee.
Consistent with the requirements set forth in the Agreement, the
Background Check consists of a review and screening of the
applicant’s “Entry Application for Custody Facility” form and a check of
law enforcement records. In addition, the Contractor’s employee’s
may be required to undergo a more in-depth Background Check, which
may include, but not be limited to, a fingerprint check.
All Contractor applicants must successfully pass the Background
Check and attend the required Orientation and ethical training prior to
commencing work under this Agreement.
The Contractor will only be notified of the final security determination of
its personnel. Specific details will remain confidential and will not be
provided.
The Sheriff’s and Probation Departments will maintain information on
Contractor’s employees for safety and security purposes.
Any
additional information disclosed on any employee during the Term of
this Agreement will be decided on a case-by-case basis by the Sheriff
Project Manager and Probation Project Manager.
Contractor personnel shall only bring Essential Tools into the Sheriff’s
Department Custody and Detention Facilities or Probation Department
Detention and Camp Facilities. All Contractor personnel shall be
required to safeguard all tools and test equipment in their possession,
maintain a detailed written tool inventory and/or equipment and/or
parts list, present the written tool inventory at Facility Entry Control
Staff, and follow the established sign-in/sign-out procedures upon
entry/exit from the facility. In the event of any loss of equipment, the
Contractor’s employee shall immediately notify the concerned facility’s
Watch Commander or highest ranking on-site Probation manager, as
well as the Contractor Project Manager, who shall in turn inform the
concerned County Project Manager immediately.
5.2.1 Contractor shall train or facilitate employee training in ethical
conduct, with focus on the importance of both lawful and
appropriate conduct within a custody setting.
5.2.1.1 All Contractor employees shall receive no less than two
(2) hours of ethical conduct training prior to performing
Work in a Sheriff’s Department Custody and Detention
Facility or Probation Department Detention and Camp
Facility. The ethical conduct training shall be intended
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

57

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

to raise Contractor employee’s awareness of the
common temptations associated with working an
assignment of special trust, such as that of contractors
inside a custody environment, and the consequences of
inappropriate or criminal behavior in this setting.
Contractor shall submit a course outline to Sheriff
Project Director and Probation Project Director for
review and approval, at both Sheriff’s and Probation
Project Directors’ discretion, prior to the training date.
This topic shall be re-enforced in Sheriff’s Department’s
mandatory four (4) hour custody Orientation (Refer to
Section 5.3.1.3 below).
5.2.1.2 Contractor may seek to partner with an outside
organization to meet the two-hour ethical conduct
training requirement; however, the training provider must
be pre-approved, in writing, by Sheriff Project Director
and Probation Project Director. Contractor shall bear all
costs associated with providing the aforementioned (2)
two-hour ethical conduct training as described in this
Section and Section 5.3.1.1.
5.2.1.3 All Contractor employees shall attend the mandatory (4)
four-hour County custody Orientation prior to performing
Work in a Sheriff’s Department Custody and Detention
Facility or Probation Department Detention and Camp
Facility.
The mandatory (4) four-hour custody
Orientation will be provided by the Sheriff’s Department
to all Contractor employees. Contractor shall bear all
costs associated with Contractor employees’ attendance
at the Orientation.
5.2.1.4 Contractor shall maintain ethical conduct training and
orientation class rosters and Contractor employees’
training completion certifications of which copies shall be
provided to the Sheriff Project Manager and Probation
Project Manager for those employees who have
attended the ethical conduct training.
5.2.2 Contractor shall actively monitor instances of their employees
exclusion from the Department’s custody facilities, guarding
against repeat occurrences and trends. Two (2) separate
instances of exclusion from a custody facility for any of the
above specified causes over the course of an Agreement year
shall be cause for Contractor to develop and implement an
action plan which could include, but is not limited to, additional
training, individual employee performance review, analysis
and/or modification of Contractor hiring practices, retention,
and/or salary, supervision and/or management staffing models,
County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

58

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

internal security procedures, etc., to mitigate additional
instances of inappropriate or criminal conduct occurring in
Sheriff’s Department Custody and Detention Facilities or
Probation Department Detention and Camp Facilities by
Contractor employees.
5.2.3 Contractor shall develop and implement an action plan, and
provide a copy to the Sheriff Project Manager and Probation
Project Manager of such action plan, within thirty (30) calendar
days from the date of the second instance of exclusion.
5.2.4 Contractor shall provide an up-to-date "Employee Exclusion
Report" immediately following each occurrence and anytime
upon request by County. Regardless of cause and from the
effective date of the Agreement to current, the report shall
contain all names of excluded Contractor employees, date of
exclusion, and reason for exclusion.
The Contractor shall immediately notify Sheriff Project Manager and
Probation Project Manager regarding any employee re-assignment,
discharge, or termination of employment, in order that they may be
removed from the facility access roster. Contractor notifications
regarding any such action shall be submitted verbally (within 24 hours),
followed by written notification (within 5 Business Days).
The Contractor shall also be required to provide written notification to
the Sheriff Project Manager and Probation Project Manager, no less
than forty-eight (48) hours in advance, of its intent to bring visitor(s) to
a Sheriff’s Department Custody and Detention Facility or Probation
Department Detention and Camp Facility. At the time of notification,
Contractor must provide full name, birthdate, and driver license
number of the requested visitor in order to facilitate a cursory
background check prior to their entry into the facility.
Violation of the above procedures may result in loss of Contractor’s
employee security clearance.
5.2.5 Installation Team Members
The Contractor must submit, at least ten (10) calendar days
prior, an entry application for installation team members to
Sheriff Project Manager and Probation Project Manager for all
installation team members, to permit the required Background
Checks prior to installation activities at each facility.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

59

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Installation team members may be issued photo identification
cards by the Sheriff’s and/or Probation Departments, which
must be presented when requesting admission to a secured
facility.
All installation team personnel shall present a photo
identification card, and a detailed Essential Tool inventory and
equipment/parts list upon requesting admission to a Sheriff’s
Department Custody and Detention Facilities or Probation
Department Detention and Camp Facilities. Installation team
personnel shall be required (at all times) to safeguard tools, test
equipment, and parts, and to follow specified sign-in/sign-out
procedures upon each entry/exit from the facility.
5.3

Personnel Removal and Replacement
Sheriff Project Manager or Probation Project Manager may, at his/her
sole discretion, direct the Contractor to replace any employee deemed
careless, incompetent, insubordinate, or otherwise objectionable, or
whose continued employment is deemed a security risk or contrary to
the best interest of the County. The Contractor shall immediately
remove the employee from his/her post or assignment, and
immediately initiate action to replace the employee in a timely manner.
The Contractor shall not reassign this employee to any other Sheriff’s
Department Custody and Detention Facilities or Probation Department
Detention and Camp Facilities, without the written authorization by
Sheriff Project Manager or Probation Project Manager, or his/her
designee.
In the event that the removal of a Contractor employee occurs during
the employee’s response to an emergency System outage, employee
replacement shall be provided within the required four (4) hour
response, following notification of the removal.

6.0

PROOF OF CONCEPT
The County has the option, exercisable in County's sole discretion and
which may be exercised as early as during the first year of the
Agreement, to require the Contractor to develop and implement a
component of the ITS on a proof of concept basis (Proof of Concept)
whereby Inmate telephone accounts can be established for an Inmate
through an Inmate's Inmate Trust Account to enable outbound phone
calls in instances where Debit Phone Account (Cardless)/Pre-Paid
Accounts have not been purchased or Debit Phone Account
(Cardless)/Pre-Paid Account value has been exhausted. The exercise

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

60

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

of such option shall require an Amendment under Paragraph 6
(Change Orders and Amendments) of the body of the Agreement.
This Proof of Concept shall be implemented at one (1) custody facility
(likely Century Regional Detention Facility, presently the Sheriff's
Department’s women’s jail facility that has its own Inmate Reception
Center) and shall consider the optimal method(s) for deployment which
reduce risk associated with Inmate transactions, reduce or eliminate
staff and Contractor man hours, optimize access for Inmate telephone
usage and enhance revenue.
Presently, fifty-two (52) kiosks are strategically deployed throughout
CRDF, primarily for the purposes of commissary sales. These kiosks
are owned and maintained by the County's commissary vendor, and
facilitate transactions through an interface which enables
communication with the County's Jail Information Management System
(JIMS) for purposes of account debits and credits where necessary.
Kiosks employ the use of Inmate booking number and PINs as an
enhanced security measure.
The incoming ITS contractor would be expected to accomplish the
Proof of Concept in either of two (2) methods (or as otherwise provided
in this Section):
1) The Contractor could create a stand-alone solution (such as
that of a kiosk), which would generate PINs for incoming
Inmates, utilizing a unique identifier, in conjunction with a
telephone keypad and/or other identified security features as
required to enable Inmates to both establish and access a PrePaid Account.
2) The Contractor could elect to leverage the existing kiosk
infrastructure (which the Sheriff's Department anticipates in
place until August 2015, or thereafter) to a similar end. In this
scenario, the Contractor would need to enter into an agreement
for use with the County's commissary vendor (currently Keefe
Commissary Network).
In either event, implementation would require the ability to query, set
aside and debit monies in the Inmate's Inmate Trust Account through a
developed or enhanced interface for telephone usage, at
predetermined limits and thresholds as determined by the Sheriff
Project Director. All costs associated with this Proof of Concept shall
be borne by the Contactor.

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

61

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

Should the Proof of Concept prove viable and beneficial to the County
and Contractor, negotiations for additional custody deployment could
be initiated, which might span the entire custody environment and
Term of the Agreement.
It is possible an alternate method of deployment and/or more effective
security measures (such as the use of a biometric or wristband bar
code reader) could prove advantageous for the Contractor’s use in
development of the Proof of Concept, or after implementation. As
such, both at onset and throughout development/deployment, the
Contractor is encouraged to explore and provide recommendation in
alternate methods of delivery which would meet the County’s
conceptual need, but in a more efficient, cost-effective and/or more
security-minded construct. Should alternate methods be determined
and represented as viable by the Contractor, the County would retain
sole discretion as to whether to depart from a kiosk/PIN-based Proof of
Concept. In either event, the Contractor will be expected to deploy a
solution which would meet the County’s need within the previously
stated first year of the Agreement.
***

County of Los Angeles
Sheriff’s Department, Probation Department,
and PCS

62

Inmate Telephone System (ITS) and Services
Exhibit B, Statement of Work

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM

DEFINITION

Advance Pay

A pre-paid account, with no minimum balance, set-up through
Contractor and funded by a Customer. Funds from the account can
then be used to pay for an Inmate's use of ITS and Services for
calls to the Customer's specific telephone number. This calling
option must comply with the requirements set forth in Exhibit B
(Statement of Work) and the parameters established by the Federal
Communications Commission.

Advance Pay One Call

A calling arrangement that allows an Inmate to initiate a call
through ITS and Service to a specific Customer without having a
pre-established or funded billing arrangement and where the
Customer does not want to establish or fund an Advance Pay
account. Advance Pay One Call is a pay-per call option at the perminute-of-use rate for the call where the called Customer uses an
automated operator IVR to pay for the call using a major credit
card or debit card. This calling option must comply with the
requirements set forth in Exhibit B (Statement of Work) and the
parameters established by the Federal Communication
Commission.

Ad Hoc Query

An unscheduled query requiring the ability to access data from all
existing platforms and generate customized reports from a Systems
Administrative Console at a central location within a specified time
period.

Amplified Handsets

A Telephone Instrument handset for use by the hearing impaired
Inmate which allows volume control based on the individual needs
of the Inmate.

Ancillary Service Charge

Any charge Customers may be assessed for the use of ITS and
Services that is not included in the per-minute inmate telephone
billing rates assessed for individual calls under Section A (Inmate
Telephone Billing Rates) of Exhibit C (Telephone Rates and
Payment Schedule) of the Agreement.

Annual System
Management Reports

Annual reports provided by the Contractor Project Manager that
are a year-to-date report summarizing the information provided in
the Monthly System Management Reports and any other reports
requested. Annual System Management Reports shall be for the
period January 1 through December 31, and reports shall be broken
down by location.

Authorized Call List

A list of telephone numbers used to limit phone calls from
designated Inmates to pre-approved telephone numbers only.

Inmate Telephone System (ITS) and Services

1

Exhibit B, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM

DEFINITION

Average Daily Inmate
Population

The sum of the total number of Inmates each day for a particular
period of time, then divided by the same number of days in that
particular period.

Background Check

The County's inquiry into an individual’s personal history that
provides sufficient information to determine if the individual is
eligible to be given permission to enter the secured areas of the
Sheriff's Department Custody and Detention Facilities and the
Probation Department Detention and Camp Facilities.

Blocked Calls

All attempted calls that are not connected that Contractor has
disallowed for reasons of security, bad debt, court order, or
un-collectable accounts.

Call Acceptance

Occurs when the called party agrees to accept the incoming call
and both parties are able to converse.

CPUC

California Public Utilities Commission, which regulates
telecommunications, electric, natural gas, water, railroad, rail
transit and passenger transportation companies. The CPUC is
chartered by the State of California to assure Customers have safe,
reliable utility service at reasonable rates.

Call Records

A digital record, stored as an accessible database on a local
computer, of all ITS activities.

Clearance Information

An individual’s personal information needed to complete a
Background Check and clear the individual for entry into the
secured areas of the Sheriff's Department Custody and Detention
Facilities and the Probation Department's Detention and Camp
Facilities. Personal information includes but is not limited to:
name, date of birth, driver’s license number, and social security
number.

Closure Procedures

A process of ensuring that all reported or discovered ITS problems
have been resolved and the System is operating normally.

Collect Call

An arrangement whereby the called Customer takes affirmative
action clearly indicating that they will pay the charges associated
with a call originating from an Inmate.

Communication Rooms

Location where multiple phone lines from a facility converge into a
central location and are connected with equipment and platforms
provided by Contractor.

Completed Calls

Attempted calls that are accepted by the receiving party.

Inmate Telephone System (ITS) and Services

2

Exhibit B, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM

DEFINITION

Custody Division

The Division in the Sheriff’s Department which oversees custody
operations.

Customer

An individual outside the Sheriff’s Department Custody and
Detention facilities desirous of receiving telephone calls from an
Inmate. Also, a "call recipient."

Debit Phone Account
(Cardless)

A cardless calling option provided by the Contractor which allows
the telephone user (Inmate) the ability to purchase telephone credit
for charges incurred through telephone use in the future. This
calling option must comply with the requirements set forth in
Exhibit B (Statement of Work).

Downtime Credit

Consistent with the terms of the Agreement, the reimbursement for
monetary loss suffered by County due to lost revenue which is
caused by the Contractor’s ITS and Telephone Platform failure
resulting in System outage or non-emergent System maintenance
impacting phone revenue.

Entry Application for
Custody Facility

Form used by the Sheriff’s Department for initial security
screening of individuals requesting access to the Sheriff’s
Department Custody and Detention Facilities and the Probation
Departments Detention and Camp Facilities.

Escalation Procedures

A process whereby additional resources are allocated and persons
notified if a problem cannot be resolved with the assigned service
resources.

Essential Tools

Any tools and materials required to install, maintain, or repair the
ITS, Telephone Instruments, and other equipment.

FCC

Federal Communications Commission, which is the government
agency responsible for regulating telecommunications in the
United States.

Follow-on Training

Periodically scheduled training throughout the life of the
Agreement provided to Sheriff’s and Probation Departments
representatives, who did not receive the initial training in ITS
operation.

Gross Inmate Call Revenue Total amount of money received by Contractor from Customers in
payment of claims for Inmate call services, reported in the period
received (i.e. Customer payments).

Inmate Telephone System (ITS) and Services

3

Exhibit B, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM

DEFINITION

Inmate Trust Account

An account maintained by the County in which an Inmate’s funds
are deposited for their use during their stay in custody. Similar to a
bank account.

Live Agent Operator

An option for Customers to use a live operator to establish or fund
an Advance Pay account to complete an ITS and Services
transaction.

Long Distance

Generally, this refers to calls that are placed by the user to
destinations outside of their coverage area. The parameters of what
constitutes "long distance" varies by carrier, and is usually outlined
in detail in that carrier's rate map brochure.

Minimum Annual
Guarantee (MAG)

A minimum guaranteed payment that Contractor must pay to the
Sheriff’s Department and Probation Department each Agreement
year, irrespective of the amount of revenue generated.

Minor

An individual residing in a Probation Department Detention and
Camp Facility who is under the care and custody of the Probation
Department.

Monthly Maintenance
Report

A detailed report outlining the maintenance performed on a
monthly basis to ITS and the Telephone Platform installed and
maintained by Contractor.

Monthly Project Reports

Monthly reports summarizing the operation and maintenance
activities broken down by Sheriff's Department Custody and
Detention Facility. Probation shall receive a separate report broken
down by Probation Department Detention and Camp Facility.
Reports shall be consistent with the Statement of Work and may
include the following:
1.

Financial data - calls completed, amounts billed, and
commissions earned.

2.

Unauthorized call data - unauthorized calls detected.

3.

Maintenance data - maintenance performed, system
outages, corrective action taken to resolve.

Monthly reports shall cover the period from the first of the month
to the last day of the month and shall be due on the 5th day of the
following month.

Inmate Telephone System (ITS) and Services

4

Exhibit B, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM
Monthly System
Management Reports

DEFINITION
Monthly reports provided by Contractor Project Manager to the
Sheriff’s Business Management Unit shall be broken down by
individual Sheriff's Department Custody and Detention Facility. A
separate report broken down by individual Probation Department
Detention and Camp Facility shall be provided to Probation
Department. Reports shall be consistent with the Statement of
Work and may include the following:
1.

Financial data - call volume, total minutes, amount billed,
and commissions earned

2.

Maintenance activity - problems encountered, corrective
action taken to resolve

3.

Summary of complaints - received, corrective action taken
to resolve

4.

Summary of usage and non-usage by telephone

Monthly reports shall cover the period from the first of the month
to the last day of the month and shall be due on the 5th day of the
following month.
Multiple Carrier
Agreement

An agreement between one or more telephone service providers to
utilize each other’s communications systems. A call initiated on
one carrier’s system may traverse several “competing” systems en
route to the destination. The initiating service provider normally
acts as the single point of contact for billing purposes.

National Electric Code
(NEC)

NEC codifies the requirements for safe electrical installations into
a single, standardized source.

Non-Billable Calls

Attempted calls that are identified as having potential problems in
regards to receiving payment for call service charges. Non-billable
numbers include destination numbers for which bill payments are
determined to be in arrears and/or any destination numbers for
which collection of inmate charges is unlikely, such as cell phones,
or overseas destinations.

Normal Business Hours

Monday through Friday, 8:00am to 5:00pm, excluding County
holidays.

On-Line System
Maintenance

Digital manipulation of the servers, and software that control the
monitoring and recording systems for the purpose of
troubleshooting, maintenance, upgrades, configuration, and repair
of the system.

Inmate Telephone System (ITS) and Services

5

Exhibit B, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM

DEFINITION

Orientation

An organized training session scheduled and conducted by
Sheriff’s Department personnel. This is a four-hour session, and
covers such topics as jail security, ethics, fraternization, respect
based leadership, and the safety of both Inmates and jail visitors.

Paper Bill/Statement

An optional paper bill statement generated by Contractor to
Customers receiving ITS and Services.

Personnel Notifications

The process of notifying designated County representatives, of
changes in the System’s operational status.

Portable Telephone

A Telephone Instrument platform which can be moved and made
operational with minimal difficulty to areas of need within the
custody environment consistent with the requirements set forth in
the Statement of Work.

Pre-Paid Account

A calling option for Customers whose Pre-Paid Call Charges are
satisfied either through Advance Pay deposits or Advance Pay One
Call transactions.

Pre-Paid Calls

Those calls whose charges are pre-paid and utilize either a Debit
Phone Account (Cardless) or a Pre-Paid Account.

Pre-Paid Call Charge

The call service charges that are billed to Inmates through the use
of a Debit Phone Account (Cardless) or the call service charges that
are billed to Customers through the use of a Pre-Paid Account.

Preventive Maintenance

Routine scheduled maintenance used to prevent failure of the ITS
and the Telephone Platform.

Pro-Per Inmate

An Inmate acting as his/her own attorney and defending his/herself
in court against criminal charges.

Response Time

The time from the County’s initial service request to Contractor’s
commencement of service.

Restricted Calls

Calls to or from a location wherein the Contractor limits their
telephone service, so that their telephone can only send within a
pre-defined geographic area, or calls prevented by court order or
Sheriff’s Department policy (i.e. Pro-Per Inmates).

Revenue

Gross increase in money received as a result of Inmate call services
billed.

Routine Maintenance

Any maintenance work or activity carried out on a regular basis to
prevent deterioration of the ITS capability.

Inmate Telephone System (ITS) and Services

6

Exhibit B, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM

DEFINITION

Speed Dial Calls

Those calls, which are placed through speed dial configurations at
no cost to Inmate or Sheriff’s Department, to designated County
entities whose charges are billed to County’s Internal Services
Department.

Status Report

A report which describes the current operating condition of the
telephone system, including lists of any pending trouble ticket
items, and maintenance which might negatively affect the operation
of the ITS.

Subscriber

An individual, or other entity, who holds a contract for telephone
service with a telephone service provider.

System Administrative
Console

A computerized platform enabling the County to monitor the key
functions of the ITS, make required modifications, access data, and
generate business reports upon demand.

System Administrator Kill
Switch

A remote operating station which allows a system administrator to
selectively disable, or place limits on any individual Telephone
Instrument within the ITS, or to disable the entire ITS.

TAT (Turn Around Time)

The time from County’s initial service request to Contractor’s
completion of service and Deficiency resolution.

Technical Support Center

A technical 24/7 center that will be answering questions and
resolving problems encountered by the telephone system users with
the Sheriff’s and Probation Departments.

Telephone Enclosures

A sheltering enclosure which protects both the user and the
Telephone Instrument from weather and environmental noise.

Telephone Instrument

The physical device with which an Inmate makes a communication
connection to another, distant point.

Telephone Platform

The hardware, software, ancillary equipment, Telephone
Instruments, patents, and licenses which are required to operate as
an installed point-to-point, telephonic communication and
recording system.

Title 15 Meetings

Monthly meetings attended by jail facilities Title 15 coordinators,
Sheriff's Department Business Management Unit staff, Sheriff’s
volunteers, and contract vendors. Issues involving Inmate
programs, complaints, and services are discussed and resolved.

Inmate Telephone System (ITS) and Services

7

Exhibit B, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

GLOSSARY OF TERMS
ATTACHMENT 1 TO STATEMENT OF WORK
(Restated under Amendment Number Four)
TERM

DEFINITION

Total Billable Amount

Aggregate of total claims by Contractor against Inmates and
Customers for Collect Call and Pre-Paid Call services, excluding
the Ancillary Services Charges and FCC-permissible Taxes and
regulatory fees listed in Exhibit C (Telephone Rates and Payment
Schedule) of the Agreement for which revenue share to County is
not realized.

Trouble Ticket Closure

An accounting and record keeping system which documents that
problems reported by County on a Trouble Ticket has been
repaired, and inactivates that Trouble Ticket when problem is
resolved.

Trouble Ticket

A piece of paper or a record in a computer system used to report
and manage the resolution of telephone, network, or circuit outages
as reported by County.

Trusty

An Inmate regarded as worthy of trust and therefore granted special
privileges.

Turnkey System
Installation

An entire telephone system which hardware and software
assembled and installed by a vendor and sold as a total package.

UL Standards

Underwriters Laboratories Inc. has developed more than 800
Standards for Safety. Standards for Safety are essential to helping
insure public safety and confidence, reduce costs, improve quality
and market products and services.

Unauthorized Calls

Calls made to telephone numbers which are not permitted by
Sheriff’s and Probation Departments. The Sheriff’s and Probation
Departments shall provide a list of these numbers and locations to
Contractor.

Year-End Summary Report Report summarizing the operations activities that occurred during
an Agreement year.

Inmate Telephone System (ITS) and Services

8

Exhibit B, Attachment 1

EXHIBIT C

TELEPHONE RATES AND PAYMENT SCHEDULE
(Restated under Amendment Number Four)

INMATE TELEPHONE SYSTEM (ITS) AND SERVICES

Restated under Amendment Number Four
Effective June 20, 2016

TELEPHONE RATES AND PAYMENT SCHEDULE

CONTRACTOR: PUBLIC COMMUNICATIONS SERVICES, INC.
A.

INMATE TELEPHONE BILLING RATES
Domestic Calls
INTRASTATE CALLS – All

CALL RATE

Rate per minute

$0.25

Domestic Calls
INTERSTATE CALLS – Collect

CALL RATE

Rate per minute

$0.25

Domestic Calls
INTERSTATE CALLS – Debit
Phone Account (Cardless) and
Pre-Paid Account

CALL RATE

Rate per minute

$0.21

International Calls

CALL RATE

Rate per minute

International Rate Table is attached hereto
as Attachment 1

Contractor’s inmate telephone billing rates shall at all times comply with all
Federal Communications Commission (FCC) mandates regardless of the rates
set forth herein.
B.

COMMISSION PAYMENTS
1. Minimum Annual Guarantee (MAG) payment for each of the following
departments:
SHERIFF’S DEPARTMENT:

Inmate Telephone System (ITS) and Services

$15,000,000 (for each year of the Agreement)
1

Exhibit C

Restated under Amendment Number Four
Effective June 20, 2016

Contractor shall pay the Sheriff’s Department a monthly MAG of One Million
Two Hundred and Fifty Thousand Dollars ($1,250,000) within ten (10)
calendar days of the beginning of each month during the Agreement. The
first monthly payment shall be paid by November 10, 2011.
PROBATION DEPARTMENT: $59,000 (for each year of the Agreement)
Contractor shall pay the Probation Department an annual MAG of Fifty-Nine
Thousand Dollars ($59,000) by November 30, 2011 and the same month and
date of each Agreement Year thereafter.
2. County Commission Rate expressed as a percentage of the Total Billable
Amount for each year of the Agreement:
67.5%__
C.

ANCILLARY SERVICE CHARGES
Ancillary Service Charge means generally any charge Customers may be
assessed for the use of ITS and Services that is not included in the per-minute
inmate telephone billing rates assessed for individual calls under Section A
(Inmate Telephone Billing Rates). Ancillary Service Charges under this
Agreement shall be limited to the following:
1. Paper Bill/Statement Fee - $2.00 per paper bill/statement
[Paper Bill/Statement Fee means a fee associated with providing Customers an optional
paper billing statement. No charge is permissible for electronic bills/statements.
2.

Automated Payments Fees
[Automated Payments Fees mean credit card payment, debit card payment, and bill
processing fees, including fees for payments made by interactive voice response (IVR), web,
or kiosk.]

Automated Payments Fees under this Agreement are associated only with
Pre-Paid Accounts and shall be limited to the following two (2) call options:
(A)

Advance Pay Fee - $3.00 per-deposit
[Advance Pay Fee means a per-deposit Automated Payment Fee associated
with a deposit of funds into an Advance Pay account established by a Customer.]

OR

(B)

Advanced Pay One Call Fee - $3.00 per-call
[Advance Pay One Call Fee means a per-call Automated Payment Fee
associated with payment for Advance Pay One Call services where there is no
pre-established or funded billing arrangement and where the Customer does not
want to establish or fund an Advance Pay account.]

Inmate Telephone System (ITS) and Services

2

Exhibit C

Restated under Amendment Number Four
Effective June 20, 2016

3. Live Agent Fee - $5.95 per use
[Live Agent Fee means a fee associated with the optional use of a Live Agent Operator to
establish or fund an Advance Pay account to complete ITS and Services transactions. No
additional Automated Payment Fee may be assessed for the establishment or deposit of
funds into an Advance Pay account if a Live Agent Operator is used by the Customer.]

4. Third-Party Financial Transaction Fees - Pass through with no markup
[Third-Party Financial Transaction Fees means the exact fees, with no markup, that
Contractor is charged by third parties to transfer money or process financial transactions to
facilitate a Customer’s ability to make account payments via a third party. Contractor may
pass these fees through to Customers directly with no markup.]

Contractor’s Ancillary Service Charges authorized herein shall at all times
comply with all FCC mandates regardless of the Ancillary Service Charges
set forth herein.
D.

Taxes and Regulatory Fees
Contractor shall charge only those mandatory applicable pass-through Taxes
and regulatory fees as expressly authorized by the FCC. Such mandatory
applicable pass-through Taxes and regulatory fees shall be applied separately
and passed through to Inmates and Customers directly with no mark-up. The
inmate telephone billing rates charged in Section A (Inmate Telephone Billing
Rates) are exclusive of mandatory applicable pass-through Taxes and regulatory
fees collected by Contractor on behalf of federal, state, or local governments. No
Taxes or regulatory fees shall be charged unless authorized by the FCC and
compliant with all FCC mandates.

This Exhibit C (Telephone Rates and Payment Schedule) includes Attachment 1
(International Rate Table) and Attachment 2 (Speed Dial Call Rate to Designated
County Entities).
Contractor represents and warrants that the person signing this Exhibit C (Telephone
Rates and Payment Schedule) for Contractor is an authorized agent, who has actual
authority to bind Contractor to each and every item listed in this Exhibit C (Telephone
Rates and Payment Schedule) to provide such actual authority.

____________________________
Printed Name

___________________________
Title

________________________________
Signature

___________________________
Date

Inmate Telephone System (ITS) and Services

3

Exhibit C

EXHIBIT C
ATTACHMENT 1
INTERNATIONAL RATE TABLE
(Restated under Amendment Number Four)

INMATE TELEPHONE SYSTEM (ITS) AND SERVICES

Restated under Amendment Number Four
Effective June 20, 2016

PCS International Rate Table
International Country

Rate Period

Rate Per Minute

CANADA

Any

$0.30

PUERTO RICO

Any

$0.45

MEXICO

Any

$0.50

UNITED KINGDOM

Any

$0.75

AUSTRIA

Any

$0.90

BAHAMAS

Any

$0.90

COLUMBIA

Any

$0.90

U.S. VIRGIN ISLANDS

Any

$0.90

DOMINICAN REPUBLIC

Any

$0.95

ECUADOR

Any

$0.95

EL SALVADOR

Any

$0.95

GUATEMALA

Any

$0.95

PANAMA

Any

$0.95

ARUBA

Any

$1.00

BENIN

Any

$1.00

BERMUDA

Any

$1.00

FRANCE

Any

$1.00

GERMANY

Any

$1.00

GHANA

Any

$1.00

HONG KONG

Any

$1.00

ISRAEL

Any

$1.00

ITALY

Any

$1.00

JAMAICA

Any

$1.00

JAPAN

Any

$1.00

MONACO

Any

$1.00

NETHERLANDS

Any

$1.00

NIGERIA

Any

$1.00

NORWAY

Any

$1.00

SAN MARINO

Any

$1.00

ST. PIERRE/MIQUELON

Any

$1.00

SWEEDEN

Any

$1.00

TRINIDAD/TOBAGO

Any

$1.00

VENEZUELA

Any

$1.00

VENEZUELA

Any

$1.00

AFGHANISTAN

Any

$1.25

ALBANI

Any

$1.25

ALGERIA

Any

$1.25

ANDORRA

Any

$1.25

ANGOLA

Any

$1.25

Inmate Telephone System (ITS) and Services

1

Exhibit C, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

ANGUILLA

Any

$1.25

ANTIGUA/BARBUDA

Any

$1.25

ARGENTINA

Any

$1.25

ARMENIA

Any

$1.25

AUSTRAILIA

Any

$1.25

AZERBAIJAN

Any

$1.25

BAHRAIN

Any

$1.25

BANGLADESH

Any

$1.25

BARBADOS

Any

$1.25

BELARUS

Any

$1.25

BELGIUM

Any

$1.25

BELIZE

Any

$1.25

BOLIVIA

Any

$1.25

BOSINA/HERZEGOVINA

Any

$1.25

BOSTSWANA

Any

$1.25

BRAZIL

Any

$1.25

BRITISH VIRGIN ISLANDS (TORTOLA)

Any

$1.25

BRUNEI

Any

$1.25

BULGARIA

Any

$1.25

BURKINA FASO

Any

$1.25

BURUNDI

Any

$1.25

CAMEROON

Any

$1.25

CAPE VERDE ISLANDS

Any

$1.25

CAYMAN ISLANDS

Any

$1.25

CENTRAL AFRICAN REP

Any

$1.25

CHILE

Any

$1.25

CHINA

Any

$1.25

CONGO

Any

$1.25

CONGO DEM REP (ZAIRE)

Any

$1.25

COOK ISLANDS

Any

$1.25

COSTA RICA

Any

$1.25

CROATIA

Any

$1.25

CUBA

Any

$1.25

CYPRUS

Any

$1.25

CZECH REPUBPLIC

Any

$1.25

DENMARK

Any

$1.25

DJIBOUTI

Any

$1.25

DOMINICA

Any

$1.25

EGYPT

Any

$1.25

ERITREA

Any

$1.25

ESTONIA

Any

$1.25

Inmate Telephone System (ITS) and Services

2

Exhibit C, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

ETHIOPIA

Any

$1.25

FALKLAND ISLANDS

Any

$1.25

FAROE ISLANDS

Any

$1.25

FIJI

Any

$1.25

FINLAND

Any

$1.25

FRENCH GUIANA

Any

$1.25

FRENCH POLYNESIA

Any

$1.25

GABON

Any

$1.25

GAMBIA

Any

$1.25

GEORGIA

Any

$1.25

GIBRALTAR

Any

$1.25

GREECE

Any

$1.25

GREENLAND

Any

$1.25

GRENADA

Any

$1.25

GUADELOUPE

Any

$1.25

GUINEA

Any

$1.25

GUINEA-BIASSAU

Any

$1.25

GUYANA

Any

$1.25

HAITI

Any

$1.25

HONDURAS

Any

$1.25

HUNGARY

Any

$1.25

ICELAND

Any

$1.25

INDIA

Any

$1.25

INDONESIA

Any

$1.25

IRAN

Any

$1.25

IRAQ

Any

$1.25

IRELAND

Any

$1.25

IVORY COAST

Any

$1.25

JORDAN

Any

$1.25

KAZAKHSTAN

Any

$1.25

KENYA

Any

$1.25

KIRIBATI

Any

$1.25

KOREA (SOUTH)

Any

$1.25

KUWAIT

Any

$1.25

KYRGYSTAN

Any

$1.25

LAOS

Any

$1.25

LATVIA

Any

$1.25

LEBANON

Any

$1.25

LESOTHO

Any

$1.25

LIBERIA

Any

$1.25

LIBYA

Any

$1.25

LIECHTENSTEIN

Any

$1.25

Inmate Telephone System (ITS) and Services

3

Exhibit C, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

LITHUANIA

Any

$1.25

LUXEMBOURG

Any

$1.25

MACAU

Any

$1.25

MACEDONIA

Any

$1.25

MALAWI

Any

$1.25

MALAYSIA

Any

$1.25

MALDIVES REPUBLIC

Any

$1.25

MALI

Any

$1.25

MALTA REPUBLIC

Any

$1.25

MARSHALL ISLANDS

Any

$1.25

MARTINIQUE

Any

$1.25

MAURITANIA

Any

$1.25

MAURITIUS

Any

$1.25

MAYOTTE ISLANDS

Any

$1.25

MICRONESIA

Any

$1.25

MOLDOVA

Any

$1.25

MONGOLIA

Any

$1.25

MONTSERRAT

Any

$1.25

MOROCCO

Any

$1.25

MOZAMBIQUE

Any

$1.25

MYANMAR (BURMA)

Any

$1.25

NAMBIA

Any

$1.25

NEPAL

Any

$1.25

NETHERLANDS ANTILLES

Any

$1.25

NEW CALEDONIA

Any

$1.25

NEW ZEALAND

Any

$1.25

NICARAGUA

Any

$1.25

NIGER

Any

$1.25

OMAN

Any

$1.25

PAKISTAN

Any

$1.25

PALAU

Any

$1.25

PAPUA NEW GUINEA

Any

$1.25

PARAGUAY

Any

$1.25

PARAGUAY

Any

$1.25

PERU

Any

$1.25

PHILIPPINES

Any

$1.25

POLAND

Any

$1.25

PORTUGAL

Any

$1.25

QATAR

Any

$1.25

REUNION ISLAND

Any

$1.25

ROMANIA

Any

$1.25

Inmate Telephone System (ITS) and Services

4

Exhibit C, Attachment 1

Restated under Amendment Number Four
Effective June 20, 2016

RUSSIA

Any

$1.25

RWANDA

Any

$1.25

SAUDI ARABIA

Any

$1.25

SENEGAL

Any

$1.25

SEYCHELLES

Any

$1.25

SIERRA LEONE

Any

$1.25

SINGAPORE

Any

$1.25

SLOVAKIA

Any

$1.25

SLOVENIA

Any

$1.25

SOUTH AFRICA

Any

$1.25

SPAIN

Any

$1.25

SRI LANKA

Any

$1.25

ST KITTS/NEVIS

Any

$1.25

ST LUCIA

Any

$1.25

ST VINCENT/GRENADINE

Any

$1.25

SUDAN

Any

$1.25

SURINAME

Any

$1.25

SWAZILAND

Any

$1.25

SWITZERLAND

Any

$1.25

SYRIA

Any

$1.25

TAIWAN

Any

$1.25

TAJIKISTAN

Any

$1.25

TANZANIA

Any

$1.25

THAILAND

Any

$1.25

TOGO

Any

$1.25

TONGA

Any

$1.25

TUNISIA

Any

$1.25

TURKEY

Any

$1.25

TURKMENISTAN

Any

$1.25

TURKS/CAICOS

Any

$1.25

UGANDA

Any

$1.25

UKRAINE

Any

$1.25

UNITED ARAB EMIRATES

Any

$1.25

URUGUAY

Any

$1.25

UZBEKISTAN

Any

$1.25

VIETNAM

Any

$1.25

WESTERN SAMOA

Any

$1.25

YEMEN REP

Any

$1.25

YUGOSLAVIA

Any

$1.25

ZAMBIA

Any

$1.25

ZIMBABWE

Any

$1.25

Inmate Telephone System (ITS) and Services

5

Exhibit C, Attachment 1

Restated under Amendment Number Four

COUNTY AND CONTRACTOR ADMINISTRATION
(Restated under Amendment Number Four)
AGREEMENT NO.

77655
COUNTY ADMINISTRATION

SHERIFF PROJECT DIRECTOR:

Name:

PATRICK J. JORDAN

Title:

CAPTAIN
INMATE SERVICES BUREAU

Address:

450 BAUCHET STREET, ROOM E-888
LOS ANGELES, CA 90012

Work Telephone: (213) 473-2974
Facsimile: (323) 415-3768

Cell Phone: (213) 215-1097

E-Mail Address: PJJordan@lasd.org

SHERIFF PROJECT MANAGER:

Name:

KRISTY CRUZ

Title:

SERGEANT
INMATE SERVICES BUREAU

Address:

4700 RAMONA BLVD, ROOM 309
MONTEREY PARK, CA 91754

Work Telephone: (661) 294-6311
Facsimile:

Cell Phone: (213) 200-9836___

E-Mail Address: kmcruz@lasd.org______

Inmate Telephone System (ITS) and Services

1

Exhibit K

Restated under Amendment Number Four

PROBATION PROJECT DIRECTOR:

Name:

SHENAUD MORGAN

Title:

DIRECTOR
MANAGEMENT SERVICES BUREAU

Address:

4549 TELEGRAPH ROAD
LOS ANGELES, CA 90022

Work Telephone: (323) 260-2763

Cell Phone:

Facsimile: (323) 268-7841
E-Mail Address: Shenaud.Morgan@probation.lacounty.gov

PROBATION PROJECT MANAGER:

Name:

ANNETTE JASMINE

Title:

COMMUNICATION SERVICES, SECTION HEAD
MANAGEMENT MANAGEMEN UNIT

Address:

4549 TELEGRAPH ROAD
LOS ANGELES, CA 90022

Work Telephone: (323) 260-2779
Facsimile:

Cell Phone:

(323) 268-7841

E-Mail Address: Annette.Jasmine@probation.lacounty.gov

Inmate Telephone System (ITS) and Services

2

Exhibit K

Restated under Amendment Number Four

CONTRACTOR ADMINISTRATION

CONTRACTOR PROJECT DIRECTOR:
Name:

VERONICA VRANCUTA

Title:

ACCOUNT EXECUTIVE

Address:

819 STRIKER AVENUE, SUITE 16
SACRAMENTO, CA 95834

Work Telephone:

Cell Phone: (916) 380-8729

Facsimile:

E-Mail Address: veronica.vrancuta@gtl.net

CONTRACTOR PROJECT MANAGER:
Name:

DAVID PRICE

Title:

FIELD SERVICE MANAGER

Address:

425 WEST BROADWAY, SUITE 420
GLENDALE, CA 91210

Work Telephone: (310) 405-6678

Cell Phone: (310) 251-3818

Facsimile:

E-Mail Address: david.price@gtl.net

CONTRACTOR SYSTEM ADMINISTRATORS:
Name:

RENEE ORTEGA

Title:

SYSTEM ADMINISTRATOR

Address:

425 WEST BROADWAY, SUITE 420
GLENDALE, CA 91210

Work Telephone: (310) 405-6675

Cell Phone: (562) 964-6742

Facsimile:

E-Mail Address: renee.ortega@gtl.net

Name:

JENNIFER RODRIGUEZ

Title:

SYSTEM ADMINISTRATOR 2

Address:

425 WEST BROADWAY, SUITE 420
GLENDALE, CA 91210

Work Telephone: (310) 405-6676

Cell Phone: (626) 478-8008

Facsimile:

E-Mail Address: jennifer.rodriguez@gtl.net

Inmate Telephone System (ITS) and Services

3

Exhibit K

Restated under Amendment Number Four

CONTRACTOR ADMINISTRATION

CONTRACTOR SENIOR MAN AGEMENT STAFF (Contractor’s executive
management personnel to whom Contractor Project Director reports) – IN CASE
OF EMERGENCY
Name:
Title:

TOM MERIAM
DIRECTOR OF SALES-SOUTH AND WEST REGION

Address:

3801 EAST PLANO PARKWAY, SUITE 100
PLANO, TEXAS 75074

Work Telephone: (972) 535-3372
Facsimile:

Cell Phone:

(972) 979-2410 ____

____________________ E-Mail Address: tom.meriam@gtel.net

Add additional names and contract information as necessary.

Inmate Telephone System (ITS) and Services

4

Exhibit K

EXHIBIT N

KIOSK LOCATIONS

INMATE TELEPHONE SYSTEM (ITS) AND SERVICES

Inmate Telephone System (ITS) and Services
Los Angeles County Sheriff’s Department
KIOSK LOCATIONS - Exhibit N
A. Sheriff’s Department Custody and Detention Facilities:
Century Regional Detention Facility – 1 kiosk
11705 South Alameda Street, Lynwood, CA 90262
Twin Towers Correctional Facility – 2 kiosks
450 Bauchet Street, Los Angeles, CA 90012
Pitchess Detention Center – 3 kiosks
29310 The Old Road, Castaic, CA 91384
Men’s Central Jail – 2 kiosks
441 Bauchet Street, Los Angeles, CA 90012
South Los Angeles Station – 1 kiosk
1310 W. Imperial Highway, Los Angeles, CA 90044
Lancaster Station – 1 kiosk
44945 N. Sierra Highway, Lancaster, CA 93534
Palmdale Station – 1 kiosk
750 E. Avenue Q, Palmdale, CA 93550
Compton Station – 1 kiosk
301 S. Willowbrook Ave., Compton, CA 90221

Inmate Telephone System (ITS) and Services

1

Exhibit N