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Ari~ona
Offer and Acceptance
Department of Corrections
Procurement Services
SOLICITATION NO.: ADOC14-00003887/14-066-24
1601 W . Jefferson MC 55302
Phoenix, Arizona 85007
OFFFEROR:
OFFER
TO THE STATE OF ARIZONA:
The Undersigned hereby offers and agrees to furnish the material, service or construction in compliance with all terms, conditions,
specifications and amendments in the Solicitation and any written exceptions in the offer. Signature also certifies Small Business
status.
CenturyLink
Company Name
Signature of Person Authorized to Sign Offer
5454 West llOth Street
Paul Cooper
Address
Printed Name
Overland Park, Kansas 66211
City
General Manager
Zip
State
Title
paul.n.cooper@centurylink.com
Phone:
913-345-6002
Fax:
913-397-3523
Contact Email Address
Bv signature in the Offer section above, the Offeror certifies:
ie submission of the Offer did not involve collusion or other anticompetitive practices.
i. , ne Offeror shall not discriminate against any employee or applicant for employment in violation of Federal Executive Order
11246, State Executive Order 2009-9 or A.R.S. §§ 41-1461 through 1465.
.
3. The Offeror has not given, offered to give, nor intends to give at any time hereafter any economic opportunity, future
employment, gift, loan, gratuity, special discount, trip, favor, or service to a public servant in connection with the submitted offer.
Failure to provide a valid signature affirming the stipulations required by this clause shall result in rejection of the offer. Signing
the offer with a false statement shall void the offer, any resulting con~ct and may be subject to legal remedies provided by law.
4. The Offerer certifies that the above referenced organization _IS/_ IS NOT a small business with less than 100 employees
or has gross revenues of $4 ·mmlon or less.
ACCEPTANCE OF OFFER
fhe Offer is hereby accepted.
fhe Contractor Is now bound to sell the materials or services listed by the attached contract and based upon the solicitation,
ncluding all terms, conditions, sp.eclficatlons, amendments, etc., and the Contractor's Offer as accepted by the State.
fhis Contract shall henceforth be referred to as Contract No._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
fhe effective date of the Contract is---------------------~·
fhe Contractor is cautioned not to commence any billable work or to provide any material or service under this contract until
:ontractor receives purchase order, contact release document or written notice to proceed.
State of Arizona
Awarded this:
day of
Leon George, Chief Procurement Officer
56
2014
Tab2
Centurylink certifies that all electronic and hard-copy submittals are identical.
L
2 - SCOPE OF WORK
SCOPE OF WORK
2.1 OVERVIEW
2.1.1 The Arizona Department of Corrections (Department) is soliciting a qualified Contractor
to provide telecommunication services and equipment, to ensure that inmates in prison,
pre- release and work release facilities are provided access to public telephones subject to
limitations and restrictions necessary to safeguard the security and order of the facility,
and to protect the public from unwanted inmate calls. This RFP will establish a single
contract for the implementation and operation of a turnkey inmate telephone system with
integrated recording and monitoring capabilities to meet current and future legislative
requirements.
€'.:~ Centurylink has read, understands and will comply.
2.1.2
The Department intends to enter into a contract with a single Contractor who will provide
complete logistical support, ongoing operation, and maintenance of the inmate
telecommunications system/services 21 correctional facilities.
~:J Centurylink has read , understands and will comply.
2.1.3
•
This RFP is expected to result in the award of a single contract with the Contractor who best
meets the stated requirements and provides competitive prices for inmates, inmate families
and friends. The proposed solution is for a turnkey system to include, among other things,
installation, maintenance, telephones, communications, enclosures, panel and such other
equipment or materials necessary to replace the current inmate telephone system/services.
All existing telephones must be replaced with new/unused equipment by the awarded
Contractor.
;::~ Centurylink has read, understands and will comply.
2.2 GENERAL BACKGROUND
2.2.1 The Department, an executive-branch agency of the Arizona State Government, employs
approximately 10,000 individuals who are responsible for approximately 42,000 inmates in
the state prison system. The Department operates 16 state prison facilities and supervises 6
privatized prison sites within the State of Arizona, which vary significantly in size and
geographic location.
~~~~ Centurylink has read , understands and will comply.
2.2.2
For the year of2013 inmates completed approximately:
Product
Collect
Collect
t'.ollect
Collect
...!Year
Destination Zone
2013 lnterLATA I Interstate
2013 InterLATA I Intrastate
2013 International
2013 lntraLATA I Interstate
Centurylink Proposal: Page 1 of 225
RFP No. ADOC 14-00003887/14-066-24
Calls
97,941
282,946
27
61
Minute~
1,284,672
3,834,793
40~
852
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
t..
2 - SCOPE OF WORK
Collect
Collect
Debit
DebiJ
IDebiJ
!Debi!
Debi!
Debi!
2013 lntraLATA /
2013 Local
2013 lnterLATA /
2013 lnterLATA /
2013 International
2013 lntraLA TA /
2013 lntraLA TA I
2013 Local
Intrastate
450,417
831,716
Interstate
32,983
Intrastate
82,699
14,581
Interstate
15
Intrastate
158,737
415,886
Totals: 2,368,009
6,137,150
11 ,517,6H
368,654
972,95 ~
166,46t
162
1,948,032
5,767,033
31,998,785
;:~ Centurylink has read, understands and will comply.
2.3 COMMISSION
2.3 .1 The Contractor selected and subsequently providing the services required by this RFP will
pay a commission to the Department as set forth in Section 3 of this RFP.
i~~~ Centurylink has read. understands and will comply.
2.4 TECHNICAL REQUIREMENTS
2.4.1 The Inmate Phone System (IPS) and Related Services proposed for the Department must
meet or exceed the technical requirements outlined in this Section. The IPS proposed to
meet these technical requirements must be provided for all facilities at no cost to the
Department including system installation, training, operation and maintenance of the
system and its components.
~) Centurylink has read, understands and will comply.
2.4.2
The Contractor is responsible for replacement of the IPS in its entirety or its individual
components regardless of cause including, but not limited to, normal wear/use, inmate
abuse, natural disaster, or inmate unrest. This system or component replacement will be
performed at no cost to the Department and will occur immediately upon notification to the
Contractor of the system problem by the facility.
~'.:~ Centurylink has read, understands and will comply.
2.4.3
The IPS proposed for the Department must include the following components:
2.4.3.l
A Centralized System Database located outside of the Department facilities and
maintained by the Contractor. The Contractor must state, in its response, the
physical location (City/State) where the centralized system database is located.
~~J Centurylink has read, understands and will comply.
Centurylink Proposal: Page 2 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
J:"-- -·
Centurylink will provide a Centralized System Database ("IPS" or "System") in
our data center located in Atlanta, Georgia, with a secondary IPS located in our
San Antonio, Texas data center. The secondary IPS will function as a back-up
for Department data, and as a fully-operational back-up for the primary IPS,
should it fail.
2.4.3.2
The proposed IPS must allow for all Department locations to be networked together,
which allows for the sharing of inmate information, inmate PfNs and call records
between systems. This network between Department locations must allow for
remote access of the IPS at one of the Department facility by an authorized user at
another Department facility.
;::~ Centurylink has read, understands and will comply.
The centralized database will be a single system, which will contain all of the
data for every Department facility, including PINs and call records. All
Department facilities will be networked into this off-site IPS, and all data can be
shared. This data can be accessed by any authorized user at any Department
location, and by authorized users at non-Department locations.
•
2.4.3.3
The proposed IPS must allow for administrator password levels that restrict
Department personnel to the IPS within their particular facility as well as allow
certain Department personnel to access multiple systems, if required.
~.~~
Centurylink has read , understands and will comply.
The Centurylink IPS will be a centralized platform which will handle all
Department sites with one system. Department personnel can be restricted to
one site or multiple sites, or can be authorized to access all sites. In the
example shown below, the individual has been given access to East
Hutchinson, Hutchison, and Larned. Note the ~All Sites" check box at the top of
the "Sites~ list to allow access to all sites with one entry.
Centurylink Proposal: Page 3 of 225
RFP No. ADOC14-00003887 '14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
,
2 - SCOPE OF WORK
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2.4.3.4
The Contractor must propose one type of IPS for all Department locations. All
system hardware, software, software level and support systems must be the same in
each of the Department facilities.
;:~~ Centurylink has read , understands and will comply.
All Department facilities will use a centralized IPS located in our Atlanta
datacenter ensuring that every facility will have the same software level. Each
facility will be connected to Atlanta using Integrated Access Devices (IADs)
connected to T-1 or larger digital transmission links. All hardware (IADs,
routers, switches, etc) will be of the same model and type in each facility.
Centurylink Proposal: Page 4 of 225
RFP No. ADOC14-00003887/14-066-24
Anzona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
..
2.4.3.5
The JPS at each of the Department facilities must provide for all
telecommunications capabilities for inmate services as well as administrative
capabilities for the Department personnel.
;:~ Centurylink has read , understands and will comply.
With the centralized IPS, there will be no differences between
Department facilities for any services or administrative functions.
2.4.3.6
The Contractor must provide a Centralized System Database that is located at a
Contractor provided site and provide full database redundancy for the System at the
Central Office facility.
;~:~ Centurylink has read, understands and will comply.
Centurylink's Centralized System Database ("IPS" or "System") will be
physically located in our data center in Atlanta with a secondary IPS located in
our San Antonio data center. All data will be backed up to the secondary IPS
in San Antonio almost immediately, and the San Antonio IPS will be a fully
operational back-up for the primary IPS, should it fail.
•
2.4.3.7
The Contractor must propose an IPS at no cost to the Department and include:
2.4.3.7.1 Full design, programming and installation;
2.4.3.7.2 Programming of all inmate PINs and call lists;
2 .4.3.7.3 Post installation maintenance;
2.4.3.7.4 All network services (local, lntraLATA, InterLATA);
2.4.3.7.5 All network services for administration of the Inmate Phone System.
~) Centurylink has read, understands and will comply.
Centurylink will provide a total package that will provide all
features of Section 2.4.3.7 at no cost to the Department. Details
on these features will be provided below in our response to
specific requirements of this RFP.
2.4.3.8
The Contractor must propose an JPS for the Deparbnent that has the capability of
processing inmate calls in a pre-paid debit mode; collect call mode or a combination
of the two depending on the Department facility and unique needs of the
Department.
~;.~ Centurylink has read , understands and will comply.
Centurylink Proposal: Page 5 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
2 - SCOPE OF WORK
2.4.3.8.1 The System must have the ability to integrate with third party vendors to
provide the ability to automate the inmate commissary ordering of Debit
time.
~~~~ Centurylink has read , understands and will comply.
Centurylink has a long-standing relationship with the
Department's Commissary provider, Keefe Commissary Network.
We have successfully integrated with their system to allow
inmates to transfer funds from their commissary account to their
phone debit account. The following flowchart illustrates the
inmate call flow to transfer funds:
ENFORCER MAIN MENU
•
-
~
1--- - - -0?TlOH ·1·--....,,
Press ·1· to place a caa.
Press ·2· ID enroll to make cans_
Press ·3· to~ a phOne number.
Press '4 to hear lrVnate mes:sagtng options.
5 - not currently used
6 - not currently used
Press 7' to use the commissary.
a- not currently used
Press '9' fOr help.
Press "X to purchase
debit ciia1g time from
the commissary.
'Z - - iM
Please enter the amomt In WhOle
do1lafs only that you would llke to
purchase, rollowed by the pound
sign
~ Your order IS
complete. Your
-
omer nuiil!Jer Is
.__ 1 -
<0roernumber>.
. __
_
1
Yourorderwas 4--'l'-
Yoo entered <dolar
amount> dollars of debit
ENFORCER
calffng time. If you wish to
place this order. press •1•_T
re.enter. press '2'. To can
your order. press '3'.
Accept dollar
amount far~
deleted.
Inmate Commissary to Debit Call Flow
2.4.3.8.2
Must also have the ability to import all relevant inmate information to
process telephones calls.
~~:~ Centurylink has read , understands and will comply _
Centurylink has interfaced with multiple JMS systems; we have never had a
Centurylink Proposal: Page 6 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
2 - SCOPE OF WORK
........___
problem with integration. We understand that the Department is currently
evaluating a replacement for your AIMS; we are confident that we can
successfully integrate with AIMS or the new provider of the JMS. The
integration will provide all required inmate information to our IPS.
2.4.3.9
The Contractor must propose an IPS that allows for all inmate telephones to be in
use simultaneously. The Contractor must describe, in its response, how this will be
accomplished with the 2.4.3.9 proposed IPS.
;~:~ Centurylink has read , understands and will comply.
Centurylink's standard operating procedure is to provision the hardware and
network to allow all inmate phones to be in operation at the same time.
Centurylink does not use any form of line concentration to reduce costs,
Each phone is connected to one port of an Integrated Access Device (IAD),
and each IAD will handle 24 inmate phones, and will be connected to a T-1 or
equivalent transmission link to provide one outgoing channel for each phone.
Each T-1 will support 48 concurrent calls.
•
2.4.3 .10 The Contractor must propose an IPS that can be shut down quickly and selectively.
The Department must be able to shutdown the system globally and restrict all PIN
access within an entire facility and/or within a particular housing unit.
;::~ Centurylink has read , understands and will comply.
Using the "Phone Disable" function of the IPS, staff can easily and rapidly shut
down a single phone, a single POD, or an entire facility . After selecting "Phone
Disable" on the drop-down menu, a second "Phone Disable Menu" will be
displayed.
Centurylink Proposal: Page 7 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
- -
&
2 - SCOPE OF WORK
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Phone Disable
Phone Disable Menu
On the Phone Disable Menu, select the individual phone, a group of phones, or
the site you wish to disconnect. Then select one of the three buttons at the top
of the menu to perform the following function:
•
•
•
Disable - Allows in-progress calls to complete. No new calls
will be allowed from the selected phone(s)
Enable - Allows calls to be made from the selected phones
Cutoff and Disable - Immediately cuts off all calls in
progress and disables the selected phone(s).
2.4.3.11 The Contractor must propose an !PS solution that allows the Department to
completely restrict inmate access to outside network services/facilities should the JPS
control unit of the IPS fail for any purpose. The Contractor must describe, in its
response, how this restriction is accomplished with the proposed IPS (e.g., toggle kill
switches, or web-based capability etc.).
~) Centurylink has read , understands and will comply.
If there is a failure of the IPS control unit. all communication from the inmate
phones to the control unit immediately ceases. Any call in progress is
terminated , and the inmates will not receive any call prompts to allow them to
initiate a call.
2.4.3.12 The proposed IPS must be restricted to outgoing calls only. The system must not
process incoming calls at any time. The Contractor must agree, in its response, that no
inmate telephone shall be capable of receiving an incoming call.
;~~~ Centurylink has read, understands and will comply
Centurylink Proposal: Page 8 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
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2 - SCOPE OF WORK
t#/lt0'!9 "•
The design of our IPS does not allow incoming calls at all.
2.4.3.13 The IPS must block all calls made to any of the following services whether the system
is used in direct dial, debit-based or collect call mode. The Contractor must be
responsible for ensuring that the system is programmed for such blocking.
2.4.3.13.l
2.4.3.13.2
2.4.3.13.3
2.4.3.13.4
2.4.3.13.5
900, 972, 976, 550, telephone numbers incurring excess charges;
Long distance carrier access codes (e.g., 101-XXXX);
Local toll free numbers (e.g., 950-XXXX);
Directory assistance numbers (e.g., 411, 555-1212, etc.);
Toll free numbers (e.g., 800, 888, 877, 866, 855, etc.).
;~~~ Centurylink has read, understands and will comply.
Centurylink will set up blocks for the above groups as part of the !PS
installation process. Additionally, if the Department has a list of individual
phone numbers that need to be blocked, we will implement blocks to those
numbers.
2.4.3.14 The proposed JPS must not provide a second dial tone to an inmate telephone without
the inmate hanging up the telephone receiver after the first call is completed and the
PIN re-entered to place the second call.
~, ,.:.
~.~:.-
.
.
Centuryl1nk has read, understands and will comply.
Each inmate station port is monitored continuously for "flashing" (switch hook
depression) to attempt to signal the network. Any such activity results in current
call disconnection and will direct the inmate to initiate a new call with all call
controls in place. Because the system resides between the phone instruments
and the outgoing voice network. the manipulation of the switch hook will never
provide the inmate with access to an unrestricted outside line.
2.4.3.15 The proposed IPS must allow for a maximum ring time prior to disconnecting the
inmate call. This ring time parameter must be consistent among Department facilities.
;~~~
Centurylink has read, understands and will comply.
2.4.3.16 The proposed JPS must provide notification to an inmate of the call status (e.g., ringing,
busy, etc.). This notification may either be in the form of ringing, busy tones, SIT
tones, or appropriate recorded messages. This requirement must be implemented for
both prepay or collect call mode of operation.
;~~~ Centurylink has read, understands and will comply.
Whenever an inmate places a call to a called party, the inmate is muted to
prevent communication with the called party until the call is connected . The JPS
Centurylink Proposal: Page 9 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
I
allows the inmate to hear the call progress (including ringing, busy tones, etc.}
until the called party answers and the IPS detects human answer supervision.
At this point. the Department has two options:
•
•
The inmate can be allowed to continue to hear the call progress (still
muted and unable to be heard by the called party until acceptance is
confirmed}.
The inmate can be placed on hold once the called party answers,
preventing the inmate from hearing the called party until acceptance is
confirmed .
The System will be configured to handle inmate monitoring of call status in
whichever method the Department prefers, and it will apply to all calls, whether
collect, prepaid collect. or inmate debit.
Regardless of which option is preferred, the inmate cannot communicate with
the called party until the call has been positively accepted. Both the inmate and
called party are notified upon acceptance of the call that the call may be
recorded and monitored for security purposes. If the call is accepted by the
called party, the inmate hears "Thank you for using Centurylink. This call may
be monitored or recorded . You may begin speaking now."
If the call cannot be completed, the inmate is notified of the reason. The
following table provides some examples of the message the inmate may
receive:
Call Failure Reason
Inmate Message
Facility Block
.
"The number you have dialed is blocked and cannot be ca/le
from this facility"
Telco Block
.
"The number you have dialed is blacked by the telephone
service provider"
INo Answer
"Your party is not answering. Please try your call again later."
lsusy Signal
•'That line is currently busy. Please try your call again later."
Invalid Telephone
Number
"A dialing error has occurred. Please check your number an
try again. "
!
1:==================:
I
1:==================:
jRefused Call
Refused & Blocked
ll"Your party has refused this call"
"Your party has refused this call and blocked their numbe
from future calls. "
2.4.3. I 7 111e proposed IPS must not allow the inmate to speak to the called party until the call
Centurylink Proposal: Page 10 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
I
l.
•
2 - SCOPE OF WORK
has been positively accepted. This requirement must be implemented for both prepay
or collect call mode of operation.
~:~~ Centurylink has read, understands and will comply.
Whenever an inmate places a call to a called party, the inmate is muted to
prevent communication with the called party until the call is positively accepted
and connected .
2.4.3.18 The proposed IPS must not allow the inmate to hear the called party prior to the
actual positive acceptance (via touch tone entry) of the call.
; ) Centurylink has read , understands and will comply.
The inmate is completely blocked from hearing or speaking to the called party
until the called party has positively accepted the call.
2.4.3.19 The proposed IPS must allow for the Department to program times when the system
will be available or unavailable to inmate calling.
•
;~:~ Centurylink has read, understands and will comply .
The Department will have complete control over the times that inmates have
access to the phones for calling .
Using the ~Phone Schedule" button from the ''Site Admin" tab, staff will be able
to control the times of use by phone, area (pod , medical, intake, etc) or the
entire facility.
The following screen illustrates a weekly schedule for a group of phones. Note
that in the " EdW column, the option is provided to turn the phones off or on all
day:
Centurylink Proposal: Page 11 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.' -
2 - SCOPE OF WORK
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INMATE PHONE SYSTEM
Centurylmk
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Phone Schedule Screen
2.4.3.20 The proposed IPS must allow the Department personnel to temporarily restrict or
disconnect service to an individual inmate telephone or station.
:f:~ Centurylink has read. understands and will comply.
The "Phone Shutdown button on the PSite Admin" tab will allow the Department
to schedule the shutdown of a single telephone, all station groups or selected
station groups for a defined time period. The following screen is used for this
function:
:..Ii
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Pow~ Br TliE E/IFO~~~·
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Scheduled Station Shutdown
(• g for maintenance)
---Oii"
OS/021201: 15 56 00
Pinlns Phonts 0510212014 16 00 00
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INMATE PHONE SYSTEM
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Phone Shutdown Screen
2.4.3.21 As one of the major problems associated with inmate calling, the initiation of 3- Way
Centurylink Proposal: Page 12 of 225
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted. May 22, 2014
!
...
2 - SCOPE OF WORK
~
or Conference Calling is a constant issue with the Department. Currently setting the
sensitivity level of the existing IPS causes "false disconnects. The proposed IPS must
provide technology that deters an inmates attempt to initiate a 3-Way or Conference
Call with a Third Party and provide the ability to immediately terminate the call. The
Contractor must describe, in its response, how this technology operates with regard to
the proposed IPS and the options available to the Department.
2.4.3 .21.1 It is desirable that the proposed JPS provides a function that prevents 3Way or Conference Calling while minimizing the possibility of false
disconnects. The Contractor must explain, in its response, how this will be
accomplished with the proposed JPS.
·•t •,,.
~. ~~
Centurylink has read, understands and will comply.
The IPS has recently undergone additional development to improve its 3-way
detection capabilities. As a result CenturyLink offers a multi-pronged approach
to combating this problem.
Approach #1: Call Sensing
•
The System automatically detects attempts by destination parties to connect, or
forward, calls to a third party. These detection features have highly
configurable parameters for changing the sensitivity to accommodate the
requirements of each installation.
When a three-way call attempt is detected, the system can :
•
•
•
Flag the call for investigation
Flag the call for investigation, and play a warning message to the
inmate and called party
Flag the call for investigation, play a notification to the inmate and called
party, and terminate the call
The system will be programmed to take whichever action the Department
prefers from the list above. This action is also configurable by called number,
for example. not taking action on attorney calls (which may be transferred from
a receptionist).
CenturyLink highly recommends allowing the call to proceed, because valuable
investigative data can be found by reviewing calls that were flagged as threeway attempts.
CenturyLink Proposal. Page 13 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
I
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1111
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When the System is configured to terminate a call upon detection of fraudulent
use, such as three-way call attempts. a voice prompt is played to both parties
on the call upon "sensing" a usage violation. This voice prompt typically
informs the parties that fraudulent use has been detected and disconnects the
call. The resulting call record is then flagged with this detection and
termination for future query and reporting purposes, as shown on the following
screen:
tSll
Stan D•tetr..,.
t•led fl•tTCct
0111"f2ouoooo
£n4 Oatelr"""
01121/2014 2H9
ft
.3
3
•
Call Detail Screen - Report on Suspected 3-Way Calls
Detection of fraudulent use can be managed through sensing of call progress. DTMF
tones from either party on the call, and extended silence periods during the cafl. The
success of this DTMF or extended silence, detection is very reliable. However, it does
not always indicate call-forwarding or three-way caU set up.
Many correctional facilitles with full-channel recording have found that a Three-Way Call
Deterrent Policy is much more effective. With such a policy, the deterrent to making
three-way calls is the inability for inmates to make future calls. Unlike the old
methodology, which only blocked or cut off the called party, the inmate was still able to
call back to the called party and try numerous ways to exploit the system until they
succeeded.
The sensitivity of detection settings is also configurable so that parameters can be set to
optimize performance.
Centurylink Proposal: Page 14 of 225
RFP No ADOC14-0000388 7114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
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2 - SCOPE OF WORK
..
Standard three-way activity reports from the IPS can facilitate investigations into
suspected three-way call attempts. The three-Way Attempts report lists all three-way call
attempts detected, along with all associated call detail information. The Top 25 threeWay Destination Numbers shows the top 25 called numbers that triggered three-way call
detection.
Approaches #2 and 3 address the specific issue of inmates using the
telephone system for 3-way intercommunication - an obvious and major
security issue.
Approach #2: Inmate Inter-Communications Evaluation & Reporting (ICERl.
Uncovering Intra-and Inter-Facility Inmate-to-Inmate Telephone
Communications
•
Centurylink is pleased to offer the Department /GER™ - Inmate Intercommunication Evaluation and Reporting system. After developing its
Investigator Pro voice identification and crime investigation system now in place
in 170 correctional facilities throughout the country, JLG Technologies furthered
its research as a result of requests from corrections investigators to develop an
automated way of identifying inmates who are illegally communicating with other
inmates using the inmate telephone system. The result of this research and
development effort is /GER.
The Threat
Inmates have been, and continue to communicate with each other over the
telephone systems that have been provided for their controlled contact with the
outside world.
Until now, ITIC (short for Inmate-to-inmate phone communications) has
essentially gone undetected because there was neither practical technology nor
uniform networking capability to identify such communications. Following are
highlights of the ITIC threat:
• Through a variety of methods, inmates are circumventing the inmate
telephone system at a particular facility to communicate with another
inmate whether the other inmate is in a neighboring POD or in a facility in
a different state and using a different inmate phone system. Inmates
exploit conference bridges, services such as Skype, Google Voice and
other kinds of modern telecommunications technology. In addition, they
rely on called parties to bridge the calls, place three-way calls, or even
put two speaker-phones in proximity to one another, so that inmates can
talk to other inmates
Centurylink Proposal: Page 15 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
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i
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2 - SCOPE OF WORK
• Until recently, ITIC incidents were only found when accidentally stumbled
upon by correctional staff and Incidents are now known to occur with
much wider frequency than previously known. /GER has already
identified more than 1,000 of these events.
• These ITIC communications have involved criminal activities including
coordinating gang-related murders, drug trafficking, racketeering, as well
as inmate disturbances at multiple correctional facilities around the
country.
Technology, Cooperation Between Inmate Telephone System Providers,
and Participating Nation-Wide Corrections Administrations are Joining to
Reduce the Threat
•
Every day we learn from the news about instances of major crimes being solved
because of the increasingly cooperative efforts of state and federal agencies that
are now beginning to share case-critical data around the US and the world. In the
world of inmate phone calls, we are offering a new technology based on voice
biometric analytics and a dedicated cooperative network provided through a
consortium of inmate telephone system providers• and JLG Technologies. This
combined effort will enable all participating corrections administrations
throughout the country to receive specific and detailed information on a call-bycall basis when their inmates are using their phone systems to talk to each other
- whether the calls are connected between different inmate telephone systems,
between PODs in the same facility, or between inmates in facilities from Florida
to Maine to California. The more agencies that take part in the ICER network and
share ICER data, the more !TIC calls that will get caught in the net and be
reported.
*ITS providers who have joined the ICER Consortium to date include Securus
Technologies and Centurylink. As of 3.25.14, PayTel Communications.
ICSolutions, and GTL (Global Terlink) have submitted signed letters of intent to
join.
How ICER Works
•
ICER uses advanced voice analysis technology to generate a "call signature" a representation of the call that does not involve any of the original audio - for
each completed inmate telephone call. Call signatures are then automatically
encrypted and transmitted to the central data center at JLG Technologies
headquarters in Framingham, MA for analysis. Because none of the original
audio is used in a call signature, the ICER system is in full compliance with state
laws regarding the transmission of call recordings.
Centurylink Proposal Page 16 of 225
RFP No. ADOC14-00003887t 14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
I
2 - SCOPE OF WORK
Under normal operations, call signatures are created, transmitted, and received
at the data center within seconds of each completed call. Upon arrival, the call
signature is immediately analyzed and checked against other call signatures. If
an ITIC event is detected, it is logged in the ICER system database and
investigators from the participating corrections administration are automatically
alerted via email to log into the ICER system for the detailed report. To protect
certain elements of inmate data from being displayed to participating agencies,
on-line consent by both parties must be gained before details of the full report are
made available.
The ICER system doesn't require correctional facilities to transmit audio files and
each agency is always in complete control of the level of sensitivity of any data
transferred .
•
Centurylink Proposal: Page 17 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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.· -
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2 - SCOPE OF WORK
JLG TechnoloGies
ICER Event Report
Event Identified On: Mar 11, 2014
10:14 pm (EDT)
An Inmate Inter-Communications Event has been detected involving an inmate at your facility. The
details of which follows below:
WILLIAMS, LAURIE
SMITH, DAVID
Russ County Detention Center Russ County Detention Center
•
45678
24781
0041996769
0042797568
17024463043
17022141399
OPEN AREA MALE - 25
OPEN AREA MALE - 27
4631857072
4318321735
Mar 11, 2014
10:12 pm (EDT)
Mar 11, 2014
10:13 pm (EDT)
04m:21s (261 sec)
03m:30s (210 sec)
01 m:22s (82 sec)
01m:22s (82 sec)
Above - Sample report showing data that investigators in two participating agencies will see
once mutual viewing acceptance is granted. Until mutual viewing acceptance is granted,
investigators will only be able to see inmate call data for their own facility (either the right or left
sides of the report) plus limited data on the inmate from the other facility. Where inmates are
Centurylink Proposal: Page 18 of 225
RFP No ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
I
Request for Proposal (RFP) No. 14-00003887 ADC No. 14/066/24
Inmate Telephone System
Statewide
•
•
Century Link
Pages may appear to be missing, however have been deemed confidential and
have been redacted
---
.
2 - SCOPE OF WORK
.. ......
•
calling each other within their own faciliity (not shown), art data for both inmates will be displayed
automatically.
While we view ICER as a significant contribution to detecting inmate inter-facility
communication, participation of your administration and facility is voluntary and will be provided
at no cost to your facility. The cost of this technology is born by the consortium of inmate
telephone providers and JLG Technologies. We would be pleased to discuss lCER further with
the Department during contract discussions. We have included a copy of the user's license that
would grant permission to the Department to participate in the nationwide ICER operations in
Tab 7, divider 1 of this proposal. The only prerequisite is completion of the attached JLG
Technologies standard license form contained herein.
Where the ICER Network is Currently Operating
ICER is currently operational in these states: California, Florida, Kansas, Maryland, and New
Hampshire. Upon completion of the license agreement, the Department's state and facility will
automatically be added to the network.
ICERnA_ is a reaistered trademark of JLG Technologies
•
Centurylink Proposal. Page l 9 of 225
RFP No AOOC l 4-0000388 7 1'!-066-24
Arizona DOC S1areN.j~ Inmate Teephone S1ste11
Submitted f\lay 22 20 14
2 - SCOPE OF WORK
,.
2.4.3.22 As one of the major problems associated with inmate calling, the use of call
forwarding at the destination telephone number is a constant issue with the
Department. The proposed JPS must provide technology that deters the use of call
forwarding by the party being called by the inmate and provide the ability to
immediately terminate the call. The Contractor must describe, in its response, how this
technology operates with regard to the proposed JPS and the options available to the
Department.
2.4.3.22.1 It is desirable that the proposed IPS provides a function that prevents call
forwarding while minimizing the possibility of false disconnects. 1l1e
Contractor must explain, in its response, how this will be accomplished
with the proposed IPS.
.:.1 ·~
"; ~~ Centurylink has read, understands and will comply.
•
The Centurylink Team continues to improve its ability to detect and terminate
calls forwarded to another telephone number. This is an important security
feature, and we take a multi-pronged approach to solving the problem .
To our knowledge this approach is unique to Centurylink, and for this reason along with its obvious sensitivity from a security point of view - it is redacted as
proprietary Trade Secret information.
Centurylink Proposal Page 20 of 225
RFP No ADOC J.!-00003887 14-066-2..t
Arizona DOC State.v·d'= Inmate Telephon~ S~stem
Submitt'3d. May 22 .201.f
Request for Proposal (RFP) No. 14-00003887 ADC No. 14/066/24
Inmate Telephone System
Statewide
Century Link
Pages may appear to be missing, however have been deemed confidential and
have been redacted
-
2 - SCOPE OF WORK
rl
2.4.3.23 The Contractor must describe, in its response, how the proposed IPS operates when
the inmate call is to a cellular telephone. This description must include how calls arc
placed to cellular telephones, how billing of the call is processed.
•
;~~~ CenturyUnk has read , understands and will comply.
As the Department is aware, cell phones are not billable through traditional
collect billing arrangements with carriers. At the same time, they can represent
65% or more of an agency's total calling.
As a result, Centurylink offers an industry-leading prepaid collect billing
solution for cellular telephones and other telephone services not billable
through traditional collect (e.g. CLECs). This solution offers on-the-spot set-up
with live assistance for called parties that may ordinarily be blocked from
receiving inmate calls due to carrier restrictions. billing or credit issues, use of
cell phones, etc.
Whenever an attempted call would otherwise be blocked (e.g. no billing
arrangement with a cell phone carrier), the IPS allows the inmate a one-time
complimentary call to each dialed number to enable immediate access to
individuals that can help facilitate their release. At the end of the call, the called
party is instantly connected with a knowledgeable billing representative
who can explain our prepaid program, establish a prepaid account, and
facilitate payment.
Our success in setting up prepaid accounts after the first call attempt increases
the number of completed calls and as a result. significantly decreases
complaints and increases connected calls + commission revenue to the
Department.
CenturyL111~ Proposa Page 22 )f 225
RFP f\lo ADOC 1-f-00003887 14-066-2..+
Am:ona DOC Stataw1de Inmate Telephone System
Submitted. rvlay 22. 20 l l
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2 - SCOPE OF WORK
-===
•
Advantages of our prepaid collect process:
•
•
•
•
•
•
•
Real time account set-up
Increased call volume and commission revenue
Payment option for "unbillable calls"
Eliminate complaints from cell phone customers
Reduced inmate complaints
Allows called party to budget inmate phone expenses
Allows calls to numbers that cannot accept traditional collect calls (e.g.,
work phones, cell phones, unbillable parties, VoIP phones)
Payment Options
Friends and family members are given several convenient and easy ways to
pay for inmate calls. Credit and Debit Card payments can be made 24/7/365
and will be posted in real time using a Toll Free Customer Service Line or
Website.
•
•
•
Toll Free Telephone (888-506-8407) (24 Hours a Day)- live
representative or automated payment system ("IVR")
User-Friendly Web Site:
https://icsonline.icsolutions.com/icsonline/BrowserDetect.aspx
Maintaining Prepaid Collect Accounts
Once established, prepaid collect
accounts are simple to keep current in
order to continue receiving calls.
Customers are always able to 'top up'
their account by calling the toll-free
number or by visiting the web site. Or if
their balance becomes too low, they are
automatically routed to our payment
center once they accept an inmate call.
Finally, Centurylink has no minimum
funding amount, so customers can fund
as little as they would like.
USER-FRIENDLY TOOLS AND
POLICIES
./ No minimum funding amount
./ Replenish account balance by
phone or web, 24/7
./ Customers with low balances
always given payment options in
real time as inmate phone calls
are set up
Bottom line: if a customer wants to receive a phone call, they are provided with
payment options in real-time, and not forced to over-fund their account due to
funding minimums.
Centurylink Proposal: Page 23 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
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I
Subsequent Funding
~-- .!II
A
Immediate Transfer to Uve Acent
Account 5et1!1' In Mlnu_t n
~-
Nocollect·to-cell
! i ,.....,
y,.,: rend to l'olnt o/ Sele
l'npoidC.llcct l'•Httt
.-------.
Call to Cell
Jl
No ilutomilted system
Verified name and address
always collected
• Real person =more
account set-ups +fewer
complaints
Phone?
•:•INDUSTRY LEADING DATABASE INFORMATION•:•
Regardless of the carrier for a particular phone number, Centurylink's
prepaid collect account verification process requires verified billing
name and address (BNA) information for the called party. BNA
information is available within the IPS by simply clicking on a phone
number displayed on any screen.
In addition, for cell phone or other numbers that may materialize in
investigations outside of the ITS, Centurylink subscribes to the Local
Exchange Routing Guide (LERG) Switch Information Database. For
any number requiring additional reverse lookup information, the
Department may contact the Centurylink Program Manager for
additional research through this database. which provides the operating
carrier and contact information for any number. With this information,
investigative staff are able to contact the carrier and request or
subpoena additional information about the number.
2.4.3.24 The proposed IPS must have the ability to allow for a called party to activate a code
(via the touch tone pad of their telephone) that automatically notifies the Department
that the number should be deleted from the calling inmates Authorized Telephone
Number List.
:f:~ Centurylink has read, understands and will comply.
CenturyUnk Proposal: Page 24 of 225
R FP No. ADOC 14-00003887I14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted. May 22, 2014
........__
1
2 - SCOPE OF WORK
•
When a called party answers the phone, he or she hears automated voice
prompts that offer several options, including the options to "block all future calls
from this facility" or to "block future calls from this inmate" by dialing the
designated single-dig it code on their telephone dial pad.
If the called party activates the code to block future calls from this inmate, their
telephone number is automatically deleted from the inmate's Authorized
Telephone Number List, with no Department staff intervention necessary. If the
Department would like to be notified of these events, the IPS can be configured
so that the database entry event (blocking future calls from the inmate) triggers
an alert that automatically notifies designated Department staff.
2.4.3.25 Each call placed (prepay or collect) through the IPS must be electronically identified
by the system as being a call originating from the Department facility in I 00% of the
cases with or without the accompanying inmate PIN.
;~.~ Centurylink has read. understands and will comply.
•
The IPS will play the following message whenever a called party answers the
phone:
"Hello, this is a [collecUpre-paid] call from ~nmate name], an inmate at the
Arizona Department of Corrections (facility name]."
2.4 .3 .26 If a call is not accepted by the called party, or if no one answers the call, the IPS must
inform the inmate of the situation rather than simply disconnecting the call.
; ) CenturyLink has read, understands and will comply.
If the call cannot be completed, the inmate is notified of the reason. The
following table provides some examples of the message the inmate may
receive:
Call Failure Reason
Inmate Message
Facility Block
'The number you have dialed is blocked and cannot be
called from this facility"
Telco Block
"The number you have dialed is blocked by the
telephone service provider"
No Answer
"Your party is not answering. Please try your call again
later."
Busy Signal
"That line is currently busy. Please try your call again
Centurylink Proposal: Page 25 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
i
2 - SCOPE OF WORK
I
k
-
•
later."
Invalid Telephone
Number
"A dialing error has occurred.
number and try again."
Refused Call
"Your party has refused this call"
Refused & Blocked
"Your party has refused this call and blocked their
number from future calls."
Please check your
2.4.3.27 The IPS must have the capability to accept the called parties response via DTMF
(Touch Tone Pad) input from the telephone. Calls shall not be billed until positive
acceptance by the called party is indicated by the input of a specific Touch Tone digit.
;~~~
Centurylink has read , understands and will comply.
The IPS always requires positive acceptance by the called party. After the calf
has been accepted, both the inmate and the called party hear the following:
•
•
•
•
"This call will be recorded and subject to monitoring at any time"
MThank you for using Centurylink"
"You may begin speaking now"
Billing does not begin until after the "You may begin speaking now~ phrase is
played.
2.4.3.28 The IPS must have the capability of passive acceptance for rotary telephone users and
particular called numbers such as an automate attendant at an attorney's office, etc.
Passive acceptance is defined as the system interpreting the non entry of digits after
the playing of the initial collect call message twice as acceptance of the call by the
called party.
·1•· Centuryl1nk
. has read , understands and will
. comply.
;. ,~
Centurylink can configure the system for passive acceptance so that the call
will be connected when there is non-entry of any digits after call prompts are
played twice. The parameter from the time of notice until the call is connected
is completely configurable.
However. the IPS system also supports both DTMF and pulse-based call
acceptance responses. When the called party is instructed to accept or reject
the call, the system ulistens· for either the appropriate DTMF or the correct
count of rotary-dial pulses. Therefore, our system supports call acceptance
via rotary phone.
Passive acceptance can also be turned on or off for specific phone numbers in
our Global Number Edit screen by checking the Passive Acceptance box,
Centurylink Proposal: Page 26 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
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2 - SCOPE OF WORK
.·
shown below.
Mumber 49 f.
11-615-496-so~
~ame
Spssd Dial
I
-----;;;=::....-----~~ scriptton
I Add Silt I
~JI Sltes v
Call Type. All
~l&gOfY
v
Iundefined
..,
O PassiYe Acceptance ~
Greeting Olf ~
0 Block
0 PAN Ovefride ~
0 Do Not Record
0
0Pmileg9d ~
Max Duration (minutes):
Default is 60
0 Email Alert(s).
0 Page Alert(s):
0 MonitOI' Alert(s):
0 Payment Alert(s)
~
0
General Alert
0
0
0
Hide Recordi~
0
Hide CORs~
Ignore OTMF ~ Digits 0
Time frame (secs) O
Ignore Sllenc:e ~onds 0
Notes
I Delete 11
•
Cancel Changes
11
Save Changes
Passive Acceptance for Specific Phone Numbers
2.4.3.29 The JPS, whether in pre-pay or collect call mode, must be capable of announcing to
the called party the name of the calling inmate. Contractors must provide a mechanism
to record an inmate's name a single time to be used each time this announcement is
required. The activation or deactivation of this feature must be controlled by the
Department institution.
~~:~ Centurylink has read, understands and will comply.
The following flow chart illustrates the process the inmate would follow to
record their name for use in a call announcement. This feature can be turned
off or on at the discretion of the Department.
Centurylink Proposal: Page 27 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
'
•
-
Inmate Enrollment
........
Clll.,_
llUst
mnrul ID 111:m
m1na ta. ENRlRCSl. cw
'Tbll;
f7J,. at All
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2.4.3.30 The IPS must be capable of announcing to the called party how to accept calls.
;~:~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 28 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted. May 22, 2014
.
,
2 - SCOPE OF WORK
it
The System plays a call greeting to the called party:
•
Hello, you have a [collect/pre-paid] call from [inmate name). an inmate at
the Arizona Department of Corrections [facility name).
To hear the charges for this call. press '2'
To accept this call, press '5'
To refuse this call, hang up now
To block this call and all future calls from this facility, press '9'
•
•
•
•
After the call has been accepted, both the inmate and the called party hear the
following:
•
•
•
This call will be recorded and subject to monitoring at any time
Thank you for using Centurylink
You may begin speaking now
2.4.3.31 The proposed IPS must be capable of announcing to the called party the collect call
rate, prior to acceptance, when a collect call is placed. The Contractor must describe
how this is accomplished by the called party.
;~~~ Centurylink has read. understands and will comply.
If the called party selects Option 2 (To hear charges for this call, press '2'), the
called party will be provided a rate quote:
"The cost of this call will be X dollars and X cents plus an operator surcharge of
X dollars and X cents excluding taxes and other applicable fees .~
(Note: Operator surcharges may not apply, in this case, the called party would
hear ' ... operator surcharge of zero dollars and zero cents ... "
2.4.3.32 The system must provide a manner for all calls (pre-pay or collect) to be branded with
the standard Department message as well as the statement that All Calls are recorded.
;:~= Centurylink has read, understands and will comply.
The following is the System's standard message; this can be customized to the
Department's requirements:
•
•
•
•
•
Hello, you have a [collect/pre-paid] call from [inmate name], an inmate
at the Arizona Department of Corrections [facility name].
To hear the charges for this call, press '2'
To accept this call, press ·5·
To refuse this calf, hang up now
To block this call and all future calls from this facility, press '9'
Centurylink Proposal: Page 29 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
After the call has been accepted, both the inmate and the called party
hear the following :
•
•
•
This call will be recorded and subject to monitoring at any time
Thank you for using Centurylink
You may begin speaking now
2.4.3.33 The Contractor must propose and implement an IPS that provides telephone reception
quality meeting all industry standards for service quality as defined by the Federal
Communications Commission (FCC). The Contractor must accept the Department's
decision regarding such determination.
;:~ Centurylink has read, understands and will comply.
Centurylink engineers our network to ensure "toll quality" on all calls, and
performs regular test calls on all systems for quality control purposes.
•
Our IPS architecture uses standard digital signaling protocol G.729 for standard
voice connections. In addition, as a part of a Tier 1 network provider we overprovision the bandwidth dedicated to the Department. When measured by a
standard of "Mean Opinion Score (MOS}", these combine ensure a minimum
score of 4.0 or better (0 pure noise, 5 pure sound). Regardless of this
measure, we will work with Department personnel to ensure call quality is to your
satisfaction.
=
=
2.4.3.34 The Contractor must provide and install adequate surge protection for the proposed IPS
and its components. The use of traditional power strips for surge protection is not
acceptable for this requirement.
;:~~ Centurylink has read, understands and will comply.
Our surge and lightening protection system for on-site equipment uses the
SurgeGate™ system a state of the art Telecom surge protection system
manufactured by ITW Linx. The system is comprised of various modules to
protect the incoming network from the LEC; modules to protect the Station
ports (inmate phone connections) and the power system. When installed, this
system will tie together all the ground systems at each site for a common bond
on the ground side of all equipment in the phone room .
Centurylink Proposal: Page 30 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2.4.3.35 The Contractor must provide and install adequate lightning protection equipment on all
network services supplied for the proposed IPS.
~::~ Centurylink has read, understands and will comply.
Our lightening protection is provided by the Surgegate system discussed
previously in Section 2.4.3.34.
2.4.3.36 The Contractor must provide a sufficient number of uninterruptible power supply
(UPS) systems that also have surge protection at each of the Department facility
capable of supporting all IPS components including recording devices for a minimum
Centurylink Proposal Page 31 of 225
RFP No. AOOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22. 2014
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2 - SCOPE OF WORK
of one (I) hour.
;::~ Centurylink has read, understands and will comply.
UPS systems will be installed at each location configured and capable of
supporting the IPS equipment for a minimum of one (1) hour.
2.4.3.37 The Contractor must provide, install and maintain (according to manufacturers
specifications) all IPS UPS equipment at each of the Department facilities. The
Contractor must replace all UPS equipment upon expiration of the manufacturers life
cycle of the installed product.
;:~ Centurylink has read, understands and will comply.
Each UPS system will be monitored and preventative maintenance checks will
be performed in accordance with manufacturers specifications. Load tests will
be performed on each UPS during scheduled routine maintenance and run
times verified of the battery plant.
UPS equipment will be replaced at the end of their life cycle .
•
2.4.3.38 In the unlikely case of the loss of commercial power and the failure of the UPS, the IPS
must automatically restrict or shut off all inmate telephones so that no inmate calls can
be made until commercial power is restored and access is once again provided by the
Department.
f~~ Centurylink has read , understands and will comply.
When the unlikely event of loss of commercial power and the exhaustion of the
UPS battery plant, the IPS will become inoperable until power is restored, thus
no inmate calls can be made until power is restored to the system.
2.4.3.39 The Contractor must describe, in its response, what component redundancy is provided
to limit or virtually eliminate system downtime due to hardware component failure.
~:~~ Centurylink has read, understands and will comply.
The IPS call control system is located in our Atlanta data center with our
secondary system located in our San Antonio data center. All call recordings as
well as database information is backed up between the two systems so in the
unlikely event that one system is unreachable, the other system will available
almost immediately to continue to process inmate calls. The Atlanta is housed in
a Centurylink Technology Solution data center, which is one of the most
sophisticated multi-tenant centers in the Southeast. This is a Tier Ill facility with
Centurylink Proposal: Page 32 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
redundant networks, power, generators, and HVAC systems as well as 24/7
staffed security with restricted access. The San Antonio system also has
redundant carrier networks as well as backup diesel generator.
Almost all elements of the call control systems in Atlanta and San Antonio have
redundant components. For example, our servers have dual power supplies and
RAID disk technology using additional secondary disk drives to provide a second
copy of all call records and recordings. This is discussed in more detail in the
following Section 2.4.3.40.
2.4.3.40 It is desirable that the Contractor provide an IPS in which the Central Processor Unit
(CPU) and other critical components are redundant. The Contractor must describe, in
its response, those critical components that are redundant with the proposed IPS.
;::~ Centurylink has read, understands and will comply.
•
The centralized IPS platform is designed with a distributed processing
architecture to minimize the risk of catastrophic system failure and reduce the
risk that any single component could resu lt in a complete system outage, data
loss, or inaccessibility of data. The most susceptible components are equipped
with multiple layers of internal redundancy and/or hot swappable spares (hard
disks, cooling fans, power supplies) to ensure minimal risk of service affecting
failure and reduced time to repair.
Additionally, the Atlanta call processing platform is replicated at the fail-over data
center in San Antonio. Each individual IPS call processor utilizes enterprise
grade components which provide the highest level of performance and reliability.
The quality standard for the IPS calling platform is 99.999% system availability.
Centurylink employs multiple levels of redundancy to ensure 99.999% uptime for
the IPS calling platform, as well as to protect against data loss and ensure
continuous availability of call recording and data:
1. Network Redundancy: For each supported facility, Centurylink obtains
service from two different Tier 1 network carriers, so that if one carrier
experiences an outage, service will instantly fail over to the second carrier.
2. Call Processing Redundancy: While the primary call processor is housed
in our Atlanta Data Center, we also install a fully functional , always-on
backup call processor in San Antonio. Therefore, if a disaster should ever
disrupt call processing in Atlanta, service would quickly be transitioned to
our secondary system in San Antonio.
Centurylink Proposal: Page 33 of 225
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
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3. Storage Redundancy: Call data and recordings are stored digitally on
internally redundant storage devices for the entire contract duration, in two
separate geographic locations (Atlanta and San Antonio). This storage
redundancy ensures that, even if a disaster were to completely destroy one
data center, the second data center would be able to take over all IPS tasks
rapidly. At each of the data centers, call recordings and data are stored on
internally redundant digital storage devices.
Through our system monitoring tools, Centurylink continually monitors key areas
and automatically assigns service representatives and/or dispatches field
technicians to ensure optimal operation of our systems. Our monitoring systems
actively monitor communication channels. call processors. disks. messages, and
servers to ensure optimal operations at all times. System performance is
monitored and the facility will be notified immediately upon the occurrence of
non-performing equipment.
2.4.3.41 The Contractor must provide
standard hardware and
software
enhancements/upgrades to the proposed IPS at no cost to the Department during the
term of this contract. The installed IPS at each of the Department facility must
always be at the latest general release of the systems available hardware and
software including operating systems for the system administration and system
reporting function. Beta and field tested hardware and software must not be
provided unless specifically approved by the Department. Prior to any hardware
and/or software upgrades or enhancements, the Contractor must discuss the
software benefits with the Department and proceed only after the Department
approval.
~7~~ Centurylink has read, understands and will comply.
Whenever an upgrade and/or enhancement to the System finishes testing and
is ready for wide release, the Department will be notified of the new release
updates and provided documentation of the features and functions of the new
software.
Centurylink releases updates to the System on a quarterly basis to ensure the
system is always state-of-the-art. New software releases and enhancements
are distributed through an IP connection, with no need for any onsite disruption.
Enhancements and upgrades to the System are predominantly driven by
market demand and specific client requests.
2.4.3.42 Telephone network services provided by the Contractor shall not be capable of being
detected by the called party for calling number identification (Caller ID).
~'~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 34 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
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2 - SCOPE OF WORK
The information that will be displayed on a caller ID will be determined by the
Department. This could be "Unknown Number" or the toll-free number for
Centurylink's customer call center, among other options.
2.4.3.43 The proposed JPS must allow for the monitoring of inmate calls while in process (real
time) by the Department personnel. This monitoring must be allowed by specific inmate
telephone, specific inmate PIN or by called telephone number. Any and all
equipment and software required to perform this function must be provided with the
proposed system.
;\~ Centurylink has read, understands and will comply
Centurylink's centralized platform will allow any staff member, regardless of
location. to review and monitor inmate call data at any Department facility.
Clicking on the "Monitor Phones" tab will open the following screen, which is
the portal to call monitoring:
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Display of Calls in Progress Screen
The Monitor Phones function group lets you perform several actions on live (inprogress) calls, recent calls, and the phone stations from which the calls are
made. These include:
•
•
Customizing or limiting the calls/stations you are viewing
Monitoring a call in progress
Centurylink Proposal: Page 35 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
2 - SCOPE OF WORK
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Performing security-related tasks, such as cutting off a call in progress
or disabling a phone station
Taking a "snapshot" of the displayed information
Accessing more detailed information about a selected call
Adding comments for a call
Each line is cofor-coded and displays information about the call. The color
codes indicate:
•
•
•
•
•
Black - Call in progress
Gray- Call in progress, but not being recorded (attorney call, for
instance)
Blue - Phone station is currently inactive (most recent call displayed)
Light Blue - Phone station is currently inactive, and most recent call
was not recorded
Red -Alert triggered (call in progress or most recent call triggered alert)
Staff can filter the type of call being displayed to narrow the range of calls
displayed:
•
•
•
•
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All Phones - Every phone in the facility, in use or not in use
Call only - Displays calls in progress
Alerts only - Call in progress, or most recent call made that has
triggered an alert
All Active -All phones off-hook (calls in progress, or a phone handset
off the hook, but no call placed)
Visitation - Calls in progress or most recent calls made on visitation
phones
Double-clicking on any call in the list will display additional call details:
Centurylink Proposal: Page 36 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
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Display of Calls in Progress Screen
Along the right side of the screens are several buttons that allow staff to
perform various monitoring functions. including listening, disconnecting the call.
or adding comments to the Call Detail Record for a particular call:
Centurylink Proposal: Page 37 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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Action Button
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Function
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Fun"JOn s for l CS Tech!Yc('IJ Support only. not cunentty used by ENFORCER
client f3c:iibes
Function is for ICS Techt11c('I) Support ooly: not currently used by EMFORCER
client facilities
Click thtt button to freeze the list of displ.lyed calls {displ3ys po111t.•n-tJme list and
' freezes· the dynamic dispby of c31 3ctivrtyJ.
Click this button to monitor the can After you click thi$ button your default Cab
Pbyer opens on top ol the Monitor Phones w1tdow The inmate and cal ed party
:Jre not notified and .:ire nol aW3re that you are monitoring the cacr.
Click thtS button to add a comment {note) to the Cal Oeta~ Record fo r the call.
FunctJOn is for ICS Technic:.il Support only, not currentty used by ENFORCER
dient f3ciities
If fraudulent actMty or thre3tenin9 t>eh3V10ris detected on the call, ckck this button
to cut off (disconnect) the ca"1·
Click this button to temporarily disable the phone sbbon. II a c:aU is cunenlty ~n
progress when you ci ck Disable. the 1nmGte will be 3ilowed to complete the call
before the station is diS4bled If you wGnl to cut off the cal before diS3bllng the
station click Cut off before you click Disable.
Alter you click Disable, the station Mil rem3in m a 'dl53bled' state untd you select
the st;,bOn, and then clicll Enable
C~ck
this button to re~nable the phone stauon.
Click this button to print the current list view from your browser To prevent the
dispPay from changing. you should chck the Freeze button prior to pnnting the
screen If you want to displ_ay a detailed reconl for a cal . click the t3D information
line, OJnd then dick the ~ icon to show the Cal Oet3lls window
acse
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C• ck this button to close the Monitor Phones window
Monitor Phones - Call/Station Action Button Descriptions
Clicking on the "Map" tab will allow staff to view a geographical map of the
continental United States that shows a like between every call in progress, and
the last call made from every active station. Other map detail is also available.
for example, by clicking on the end point of one of the lines, the call detail is
presented, as shown below:
Centurylink Proposal: Page 38 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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Map Display of Calls in Progress
The IPS provides an Alert feature to aid investigators in up-to-the-minute
inmate telephone activity. The IPS alerts can be placed on specific Inmate
PINs or specific destination numbers to indicate that the inmate or number is
currently involved in a conversation . These alerts can be delivered in the
following ways:
•
Monitoring Alerts - The IPS can call an investigator on their telephone
(or cell phone) and once provided with an approved pass code can
immediately patch the investigator into a the IPS monitoring session for
almost instantaneous access to inmate activity. This capability is silent
and undetectable by the inmate and the called party.
•
Email/SMS Alerts - The IPS can send email or SMS message to an
administrative workstation or any public email address when an alert is
triggered.
•
Paging Alerts - The IPS can issue numeric messages to paging
services to alert an investigator.
Centurylink Proposal: Page 39 of 225
RFP No ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted. May 22, 2014
2 - SCOPE OF WORK
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Furthermore, investigators can set the IPS to
Best-in-Class Solution:
automatically transfer calls to them for
Find Me, Follow Me
monitoring wherever they may be by using
Centurylink's "Find Me, Follow Me" service.
This feature, currently in
"Find Me, Follow Me" allows call alerts to
use at NDOC, enables a
single alert to try more
phone multiple investigator telephone numbers
than one number to
(such as an office number, cell number, and
contact an investigator
home number), trying each number in
succession until the investigator answers and
enters the correct access code; this feature dramatically increases the
probability than an investigator will be located and can monitor a call of interest
while it is still in progress.
2.4.3.44 Monitoring of inmate calls must be provide in true real time. The Department
personnel must be capable of monitoring an inmate's call while the call is in progress
with no delay in transmission of the audio. The Contractor must describe, in its
response, how this will be accomplished with the proposed system.
;~:~ Centurylink has read , understands and will comply.
•
The call monitoring process was described previously in Section 2.4.3.43.
When personnel select a call to be monitored, they are immediately connected
to the selected call. During monitoring, there is no delay to the audio.
2.4.3.45 The collect call automated announcement function of the IPS must be capable of
processing calls on a selective bi-lingual basis: English and Spanish. The inmate must
be able to select the preferred language using no more than a two digit code.
~~:~ Centurylink has read, understands and will comply.
During call set-up, the inmate is allowed to select their preferred language
using a one digit code for English
or Spanish ("2"). Other languages can
be added if desired, other languages used in other facilities include French,
Russian, and Hmong.
r1")
2.4.3.46 The proposed Inmate Telephone System must allow for Department to program times
when the system will be available or unavailable to inmate calling. The Contractor must
describe, in its response, how this is accomplished.
~~~~ Centurylink has read, understands and will comply.
This functionality was described earlier in Section 2.4.3.19, and is repeated
here for the convenience of the reviewer.
Centurylink Proposal: Page 40 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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The Department will have complete control over the times that inmates have
access to the phones for calling . Using the "Phone Schedule" button from the
"Site Adm in" tab, staff will be able to control the times of use by phone, area
(pod, medical, intake, etc) or the entire facility. The following screen illustrates
a weekly schedule for a group of phones. Note that in the "Edit" column, the
option is provided to turn the phones off or on all day:
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2.4
Personal Identification Numbers (PINs)
2.4.4.1 It is the intention of the Department to implement the proposed IPS in a collect and
prepaid call mode with the use of inmate Personal Identification Numbers (PINs).
Whether in collect call mode or pre-paid mode, the proposed IPS must adhere to the
following requirements for PIN operation.
;;:~ Centurylink has read, understands and will comply.
2.4.4.2
The IPS must restrict use through authorized Personal Identification Numbers
(PINs) assigned to each inmate. The length of these PINs must be determined by the
Department and remain consistent throughout Department facilities.
:€~~~ Centurylink has read, understands and will comply.
The Centurylink IPS is a centralized platform that supports all
Department facilities ensuring that all PINs will be consistent.
2.4.4.3
The proposed JPS must allow for the cross-referencing of inmate PINs to the
Centurylink Proposal: Page 41 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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Department inmate commitment number allowing for the Department personnel to
search by commitment number for call records and call recordings. The Contractor
must describe, in its response, how this will be accomplished with the proposed
system.
;':~ CenturyUnk has read, understands and will comply.
The Department commitment number is part of the inmate profile.
and will be located in the ~ID" field as show on the Inmate Profile
Screen below. All records can be searched by the commitment
number.
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INMATE PHONE SYSTEM
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Inmate Profile Screen
2.4.4.4
The Contractor must be responsible for the administration of all inmates PIN
through its Administrators.
~;:~ Centurylink has read , understands and will comply.
2.4.4.5
The IPS must allow each PIN to have a class of service assigned. For example, each
PIN must have a list of allowable telephone numbers, the maximum duration of each
call, etc. The proposed system must provide call restrictions by PIN that provide the
following restrictions at a minimum:
2.4.4.5.1 Placing of Calls: Inmates can be either approved or not approved to make
phone calls by PIN;
Centurylink Proposal: Page 42 of 225
RFP No ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
T-·
2 - SCOPE OF WORK
•
;~:~ Centurylink has read, understands and will comply.
2.4.4.5.2 Use of Specific Telephones: Inmates, via the PIN, can be restricted to a
specific telephone or group of telephones, at the Departments option;
;~:~ Centurylink has read , understands and will comply.
The System can assign each inmate to a single phone or a group
of phones Using Station Group Names, which assign one or
phones to logically named groups, staff can quickly enforce
physical phone restrictions. In the following example, Inmate
Clark can only make calls from Apache Band D, however, any
inmate without a Group restriction can also use Apache Band D.
Allowed Station Groups for Inmate
Inmate 10 072320
ROONEY CL.ARK
Back lo lomale Ed1or
SC.don Gra~p Maffia AJlower# F~r In~
All Stations
0 Allow
APACHE A
O Allow
APACHE B
0 Allow
APACHE C
0 Allow
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NAVA.JO A
0 Allow
NAVAJO B
0 Allow
NAVAJO C
0 Allow
COCOPA A
0 Allow
COCOPA 8
0 Allow
Inmate Profile Screen - Allowed Groups Tab
2.4.4.5.3 Duration of Call: Maximum call duration can be set globally (all PINs), by
site, by facility area, by individual inmate's PIN, by type of call (Local,
lntraLA TA, lnterLATA) at the Departments option;
:f~~ Centurylink has read , understands and will comply.
The IPS is configured with a master call duration setting, which can be
programmed with each facility's maximum duration time. In addition, the
Centurylink Proposal: Page 43 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22 2014
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system rate files include call duration override settings for situations that
require duration changes for local calls or specific destination numbers.
The IPS also provides the ability to customize call durations for specific
inmate IDs. System administrators can configure call duration in the Inmate
table so that particular inmates are restricted to a different call duration than
the master call duration setting.
The IPS can easily be extended to limit call duration by any variable that is
already captured in the database, including tariff type (intraLATA,
interLATA, etc.).
2.4.4.5.4 Time of Day Calling: An allowed calling schedule can be provided for each
specific PIN, by facility area, by site and globally (all PIN restrictions) at the
Department's option.
~::~ Centurylink has read. understands and will comply.
The IPS Phone Scheduler feature allows authorized users to pre-set specific
on/off times for the phones that you choose. The System can accommodate
different schedules for days of the week, dates of the month and year, as well
as holidays, etc. Hours can be set as follows:
•
•
•
•
•
By phone or group of phones (booking area, living units, infirmary,
recreation, etc. may each have unique operating hours)
For all phones in the facility
Unique hours for defined holidays
Unique hours by day of the week
Unique hours for specified called numbers
The Phone Schedule option is accessed through the Site Admin tab on the
System control bar. From the Phone Schedule menu. System Administrators
may add or modify a Schedule Group, as shown below:
Weekly Phone Schedule
Gmunam•
fl
Oinr1 -
Safieilire1
&ilfti ~
I Edil.. I
no service
[ Edil.. I
regular service I Edil.. I
DefaultQ-_,
Mon-Sun,Hol 0:00-24:00
!Trunks
Mon-Sun
Trunks
Hol
Add Schedule to Group Booking v ~
Weekly Phone Schedule • Add or Edit Groups
Any authorized user may select the Edit button next to any of the respective
Centurylink Proposal: Page 44 of 225
RFP No. ADOC14-00003887 /14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
........._..... ....
!J'·!
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2 - SCOPE OF WORK
-·. .
1
•
group names they wish to alter. By selecting Edit, the Weekly Phone
Schedule for that specific phone group is displayed.
Weekly Phone Schedule
Sdladiile- -
~roupn1m.t Dn
Trunks
!Trunks
I.Mon no seMce
-·
~ue no seMce
- - - - .Wed noseMce
!Trunks
Thu no service
!Trunks
-
Edlii
-···
..
--
-·
.
..
'"
Trunks
Trunk$
Sal no service
noseMce
Trunks
Sun no service
Trunk$
Hal regular seMce
-
-
-
-
I
~I
-
-
--
-
..
~ri
I offallday I
[ on all day I off all day
on all day I off all day I
-
-
on ell day
-
..
- -'
-
-
on all day
off all day
on all day
off all day
onaD day
off all day
on all day
off ell day
on e.11 day
off all day
regular seMce
I Save Chcnges 11 Cancel Chan2£_S J
I Delete This Group Schedule I
Weekly Phone Schedule screen
This screen enables users to select what day and time this specific phone
group will have service. Users may select on all day or off all day to toggle
operation on a daily basis, or set specific on/off times for a specific day, as
shown in the screen below.
Weekly Phone Schedule
Mon
Trunks
Tue.Sun
Trunks
Hol
Weekly Phone Schedule - On/Off Times for a Specific Day
The System database can easily be extended to enable setting allowed call
schedules by individual inmate PIN. or by any other variable already captured
in the database. This will work like a PAN list that is based on allowed calling
schedule, rather than phone numbers.
Centurylink Proposal: Page 45 of 225
RFP No. ADOC14-00003887 /14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22. 2014
--......
-
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2 - SCOPE OF WORK
.
2.4.4.5.5 Specific PIN: Restrict an inmate under disciplinary action from placing all
calls assign to his particular PIN with the exception of privileged numbers
(e.g., attorney, approved clergy and social work professionals).
~ :~ Centurylink has read , understands and will comply.
1
The System supports the suspension of inmate calling privileges by P,N.
Authorized personnel may enter a timeframe (i.e. 24 hours) or a specific
date/time when the suspension is to end. At that point. the suspended
inmate may only call legal counsel until the suspension period ends.
When the suspension j,s over, calling privileges are automatically restored
by the system at the time designated by the authorized user.
Inmate suspensions are defined in the Inmate Profile screen. At the
bottom of this screen is the Inmate Suspension section highlighted by a
red box. as shown in the following screen:
Find/New
Status
Last Name
Location
--
Allow
PIN:
ID:
High Profile·
I
0
IPamode '""I--~
I Edi1 Pin I Passcode I Pin Reset 0
Recorded Name· I Play 11 Erase I"
Class Normal
v Billing I D : = =
Raia Group: oerault ., Tracking Group: No
Restrict D
ca11s Every
D
ft
Middle Name
--
0
Email Addrats(es):
0
0
0
Pagar Numbar(a):
A
ft
A
ft
Monijor Numb1r(1):
Payment Email(s):
0General@
v
First Name
L
0
CW Failures Only
Max PANs Allowed: ~ Default· 20
Free Calls Allowed 0
Remaining:
'J
PANs enabled
DI}
LJ Disabled
0
Last Reset !none
I fl
Voice Id: Enabl~ Slatus: Enrolled
W Status: Enrolled
Reject
l Rejed I 0
Q
I Cencel Chonges
JI Save Ch~ges
I
last Calls; Allempl.11/26/2012 1729:16 Success 11/26/201217:29:16 Reject 11117/2012 t5:50:49 Fail:lt/26/201211 .46 49
Clock here to skip down to Not•s
S•J·,v•• ••·r,
Sl•t•pn Grooms
Other helpful hnks (no cards) Sho D•b.J Arel Show C411 f/Mords
Inmate Notes
I AddNote I
Inmate Suspension
No current ~uspenslon Previous suspensions. 0 j Suspensions.
I
Inmate Profile - Inmate Suspension
By selecting the Suspensions button, users will be brought to the
Centurylink Proposal: Page 46 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
L-~-
·.
2- SCOPE OF WORK
following screen which will enable them to complete suspending call
privileges.
Suspensions
Inmate 10 3278370
Date Asep
::'.J 0
0
ICS TEST
End
Oural1on.
O Full (no calls)
0 St1nd1rd (Allow call1 lo Global Numbers with 'privileged" checked)
Nole/comment
Suspension of Calling Privileges
There are two categories of Suspensions:
• 'Full' means the inmate will not be allowed to place any calls.
including calls to attorneys or free numbers.
•
•
'Standard' is the default setting and allows the inmate to place
calls only to attorneys or numbers that are identified as privileged
numbers. Once the desired type of suspension has been selected,
users must define the length of time that this suspension should
take effect.
Select the appropriate Start Date for the suspension (either immediately,
or in the future) , and then select either the End Date or the Duration (in
hours, days, weeks, or months). Lastly, click the Notes/Comments tab to
add any further required information. Once all of this has been
completed, select the Create button. This will automatically make the
suspension active. Authorized personnel may disable a suspension
manually at any time.
2.4.4.5.6 Restriction: Set call duration, set number of calls per day, set only certain
numbers per PIN, etc.
;\~ Centurylink has read, understands and will comply.
Inmates can be given customized calling privileges and restrictions according
to a variety of criteria based on their inmate PIN. Inmates' calling privileges
can be customized in the following ways:
•
Restricting calling from individual phones or groups of phones
Centurylink Proposal· Page 47 of 225
RFP No. AOOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
.....
J
I
~
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2 - SCOPE OF WORK
..
•
•
•
•
Restricting the number of calls an inmate can place in a specific
timeframe (days, weeks, months)
Restricting calling to a specific set of phone numbers (i.e.• PAN lists)
Restricting the number of free calls an inmate can make
And more!
More specific restrictions can be set from the Inmate Account Profile. Once
the Status of the inmate account is changed to "Restricted" in the Inmate
Account Profile, authorized users may customize calling restrictions; note the
"Restrict_ Calls Every_ _ (Day/Week/Month}," and "Free Calls Allowed"
fields shown in the following screen:
Laci Name
Localian
S1a1u1
First Nama
Middl• Nama
~
PIN. I
t
ID: Imm
High Profile. 0
0
0
0
0
IPattcodo· ~
I Edit F'in I Psucode I
Rteotdtd Nome
Clan: Nonnat
Rllt Group: Oofoull
Rn l!o<I D
Ema~ Addren[u).
Pager Number(•):
Mrior Number(•}
P1ymonl Ema~(•).
O Genn ~
v
Trocking Group liG
C1ll1 Every
0
W S111u1: undefined
Dil'I
v
D
CWFaikltuOn.y
tij
PANs enabled
QQ
v
Mn PANs .aJ!IJYltd
Oefautt 20
ft
Free Can, Allowed
Rem11ning: r t oiu bltd
Comml111ry. lllu<l'td
Ooll1ts per day; -
v
0 Last Rettl r---i ~
ft
Voice Id: Tnabied v Slltus: undefined
de'11uh: SI0.00 Thre1hold
d1'11uh: 0.03
I Cana!! 0.anges II
Seve 0.angas
I
Inmate Account Profile
The System also provides the ability to customize call durations for specific
inmate IDs. System administrators can configure call duration in the Inmate
table so that particu1ar inmates are restricted to a different call duration than
the master call duration setting.
PANs
The System may be configured to requ•re a list of Personal Allowed Numbers
or PANs. This is a list of defined telephone numbers that each inmate is
permitted to call. Each time the Department activates the PAN feature for an
inmate, you can select a maximum number of PANs to allow on an inmate's
list If you leave the field blank the default value is 20, but there is no
practical limit to the number of PANs that may be assigned.
Centurylink Proposal: Page 48 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
l-·--
~·
2 - SCOPE OF WORK
~-
Fntllome
o e....i Mi*au(..t
"'' m56
D· @ 56
RKOldld rlame
Clan 11onna1
Rtttricl
~ [ Elm lft
y
Btll"9 D
c=J
E]:.lrs Ewty ~
ft
ft
ft
0 P9gor lbNl91•~
0 ..._ INnbtl(st
IPasscade 123.156
0 c;...e ft
~
Mu PNlt .-ac-d
l'rwClh -
Dold· 211 PNl1 onablod
CJ ~·
0 ~
CJOisaloled
[
Last Ruot· ~
Cancol Chang11
][
I}
S•ie Cll""9"
Inmate Profile - PANs Allowed
An inmate's PAN list can be accessed by clicking on the PAN quick link at the
bottom of an Inmate Profile screen . As shown on the following page, the user
can then view the existing PANs for a number, add or delete PANs, block or
unblock a number, and view an inmate's calling history for PAN numbers.
Additionally, a PAN list can be used as an inmate-specific override to a phone
number that has been blocked globally (i.e., for all other inmates) .
•
Centurylink Proposal: Page 49 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted. May 22, 2014
~•. -
.
2 - SCOPE OF WORK
I
1112101 'lO U8
l
1~0-7'1.0JS 7
l
1 171-251 !TIU 8
~
111}.255
l} I~
a
8
PAN History
,._
~
-- --
_....._ -·
-.
11:!'
..,
..,
I Jt2·l01·90U OY.1112910 OS 5120 od UPOAlE
1~1315 G313112!110 OS 51211
UPOAlE
· 1m~11-629ll OSll812t0100 00 00 od lt!S6lT
1~ 05/18/2008 00.00 00
ltSERT
1 )12-l01-90U OS/18/2009 00 00 00 od ltseRT
GA=CIEBAA
FREI()
~fM<D
WFE
SlUCl<EY N«E.
Sl'CfE. BEKW.91
GATOOS CIEBAA
COOStl
FRell
FReCl
~
Tl8 Im! CHIC.all() I,.
CHC.000 L
QICAGO. L
CHCAGO L
;...r;..,;:
'~
---
)
ll!lllo!
-
•"
' ~I
·r
I'<
I~
II
PAN Administration
In addition, the IPS offers several tools to query and report PAN information.
These include:
•
•
•
•
•
•
Display all PAN records for an inmate account.
Display all Inmate ID's having access to a specific PAN.
Display all free or no-charge PAN records.
Display all PAN records having administration blocks.
Display all PAN records having telephone company blocks.
Print reports for the above queries.
Allowed Number List - Self-Learning Mode
In order to minimize the time required to enter an allowed list for each inmate,
the system provides a useful ''self-learning" feature. Upon assignment of a
PIN, the first telephone numbers to which calls are completed are added to
the inmate's PAN list, until the maximum number of PAN entries is made. To
be added to the PAN list. a call to the telephone number must be accepted by
the call recipient. Once the PAN list is full , any changes to the list must be
made manually. Self-Learning can also be limited to a specified phone or
phones in order to provide a greater level of control over the phone number
entry process.
Centurylink Proposal: Page 50 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
2 - SCOPE OF WORK
'
2.4.4.6
The IPSs PIN feature must ensure that the automated operator function uses the inmates
pre-recorded name (recorded in both the inmates voice and lan1:,JUage, or in the voice of
an administrator) to announce to the called party from whom the call is originating.
Identification of the specific inmate and thus the announcement of the inmates name
must be performed by the PIN assignment. This feature will be implemented at the
discretion of the Department.
~::~ Centurylink has read, understands and will comply.
2.4.4.7
Provide the method of your second layer of security authentification for inmate calls
;:~~ Centurylink has read, understands and will comply.
•
The first layer will be the use of PINs. Our second layer would be phone
restriction, where an inmate would only be allowed to use phones in a specific
area, for example, only in the cell block to which they are assigned. We could
also implement pre-call voice biometrics where the inmate's voice is matched
to a pre-recorded voice print, and if the two do not match, the call is not allowed
to process. This would entail a slight reduction in the commissions paid to the
Department; we would be happy to provide additional details should the
Department be interested in this option.
2.4.4.8
The IPS must use an announcement format similar to the following:
2.4.4.8.1 "You have a call from 'inmate name', an inmate at 'facility name'. Call
forwarding or 3-way calling are not allowed. The cost of this call is $X.:XX
for the first minute, and $.XX for each additional minute. To consent to
these charges and accept this call, please press 0.
2.4.4.9
The IPSs PIN feature must allow the recording of inmate calls to be discontinued
when certain pre-determined telephone numbers (privileged telephone numbers) are
called.
~::~ CenturyLink has read , understands and will comply.
2.4.4. l 0 The proposed IPS must provide for telephone lists to be assigned to each particular
inmates account information. These telephone lists must be restricted and controlled
by the inmates PIN.
;:~~ Centurylink has read , understands and will comply.
Centurylink Proposal: Page 51 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
,...
2 - SCOPE OF WORK
2.4.4.11 The Contractor must state the maximum number of telephone numbers assignable
to each inmates account.
;~~~ Centurylink has read, understands and will comply.
The default number of assigned· telephone numbers that can be assigned to an
inmate's account is 20, however, this parameter is easily changed to any number
the Department wishes, from zero to any practicable number. The number allowed
for an individual inmate can also be set to override the default. For example, if the
default for all inmates is 10, one inmate may be set to 2 as a punitive measure,
while another inmate may be set to 15 as a reward for good behavior.
2.4.4.12 The proposed IPS must allow the Department to restrict an inmate under
disciplinary action from placing all calls assigned to his particular PlN with the
exception of privileged numbers.
;:~ CenturyLink has read. understands and will comply.
This was discussed previously in Section 2.4.4.5.5, and is repeated here for the
convenience of the reviewer.
The System supports the suspension of inmate calling privileges by PIN.
Authorized personnel may enter a timeframe (Le. 24 hours) or a specific
date/time when the suspension is to end. At that point, the suspended inmate
may only call legal counsel until the suspension period ends. When the
suspension is over, calling privileges are automatically restored by the system
at the time designated by the authorized user.
Inmate suspensions are defined in the Inmate Profile screen. At the bottom of
this screen is the Inmate Suspension section highlighted by a red box, as
shown in the following screen:
Centurylink Proposal: Page 52 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
I
Fmd/New
Status
Fcrsl Name
Locatuin
Middle Name
Allow
PIN
ID
I
I
High Profile
D
I Passcode: ,.----..
I Edd Pin I Paucode
==
J Pin Reset D
Recorded Name· ( Pley ~ [ Eros'e-J I;\
Class. Normal
"" Billing 10·
Rate Group Oeraun .., Tracking Group ~..,
Restrict· L Jalls Every
LJ
~
0
Email Addren(11):
0
Pager Number(s): [
D
Monitor Number(a).
D
Payment Email(•)
l
D General ~
0 r::>N Failures 011ly ~
Max PANs Allowed.
Oerauh 20
Free Calls Allowed 0
Remaining:
PANs enabled
Oft
CJ Disabled 0 Lasl Reset ""lno;;.;.n;.::.e_ _,1 1;\
Voice Id: Enabi ed
W Status: Enrolled
v
Stah11 Enrolled
~ 0-
I ReJed I 0
1 CMc:el Chonges II SQ\18 Chonges I
l;1st Collis: Altempt 11/26J2012 17:2916 Succass:111261Z012 17 2916 Reject 11117f.l012 15·!ll:l9
Fa~: ll/26/201 211 :46:~9
Chck here to skip down to ~
Su;cPM•)• ,
Other helpful tinks. (no cards) " '""' Pel:1 A r i;,i
St•J1nn r.1n1ms
21""' 1' • II RP •.!WU
.e.:.J::h
~ I
Inmate Notes
I AddNote I
[
Inmate Suspension
No current 1uspension. Pra.ious suspensions. 0
r
I Suspensions I
'
~.
Inmate Profile -Inmate Suspension
By selecting the Suspensions button, users will be brought to the following
screen which will enable them to complete suspending call privileges.
Suspensions
Inmate IO 3176378
Date !A.&ap
3 0
0
ICS TEST
End:
Duration·
0
Full (no calls)
St•ndard (Al ow ea ~ 10 Global Numbe" with 'pnYileged' checked)
Note/comment,
0
(current and future suspensions are red , historical suspensions are white)
Suspension of Calling Privileges
There are two categories of Suspensions:
•
'Full' means the inmate will not be allowed to place any calls. inctuding
calls to attorneys or free numbers.
Centurylink Proposal· Page 53 of 225
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
-- -
2 - SCOPE OF WORK
•
'Standard' is the default setting and allows the inmate to place calls only
to attorneys or numbers that are identified as privileged numbers. Once
the desired type of suspension has been selected, users must define the
length of time that this suspension should take effect.
Select the appropriate Start Date for the suspension (either immediately, or in
the future), and then select either the End Date or the Duration (in hours, days,
weeks, or months). Lastly, click the Notes/Comments tab to add any further
required information. Once all of this has been completed, select the Create
button. This will automatically make the suspension active. Authorized personnel
may disable a suspension manually at any time .
2.4.4.13 It is desirable that the proposed JPS provide for an automatic suspension and
reactivation (after a set period of time) of the inmate PlN.
=a::~ Centurylink has read, understands and will comply.
This feature is illustrated on the previous screen in Section 2.4.4.12. In this
example, the suspension starts on 05/26/14 at 22:10 and ends on 06/02/14 at
22:10. At the end of the suspension, the inmate will have all privileges restored
automatically, there will be no action needed by staff.
2.4.4. 14 The proposed IPS must provide the Department personnel with the capability to
enter, modify, and delete numbers from an inmates Approved Number Lists.
;~~~ Centurylink has read , understands and will comply.
Department personnel will have complete control over all aspects of the
Approved Number List. The following screen is used to manipulate an inmate's
List:
Centurylink Proposal: Page 54 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
i ·-
-.
..._-
•11' ;
2 - SCOPE OF WORK
..
~ ..... 1 - -
-
PAN& (Personal AllowedlBlocked Numbers)
Inmate 10 10209Z
,
j
---
PAU~
BRIAN Sl.UTH
llOn-lttdPNlt D
..,.. .
' ...
.,
• ••1t2120tl [ •
• 1012S120t2
j
•
J
J
...
•
•
.
I
c
...
Personal Allowed Numbers Screen
2.4.4. 15 The proposed IPS must provide the capability to flag an individual telephone
number in the inmates Approved Number List as do not record. The default setting
for each telephone number will be to record until flagged by the Department
personnel to the contrary.
~~J Centurylink has read , understands and will comply.
This can easily be accomplished as shown on the following screen. Note that
when the "Privileged" box is checked, a warning is displayed that forces the
staff member to add a note. as a second check to ensure that the "Privileged"
box is not selected in error.
Centurylink Proposal: Page 55 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
...,.._.,,_
Global Number Edit
Hurnbtf" dll Ii"
11-201.m-3838
Name·
rtfus..t to '1"19 sUttd ht wu an attomey
SPffCI 0.al
I
Description
81ochd by ICSSloc:~ mt·agen13T9
Call Type
"'
Category
undtllned
Block" ~-
Pass... Acct~• ~
GtffllngOI O
PANo..mc!e ft
Oo llGI Record
PllWegtd ft
Email Alert(sl
P1191Altrt(sl
Monitcw Alert(• )
Ptymtnt Altrt(s)
Gtnttal Alert.
Coal palttm
HtdtRec~
FIHVodto ft
ft
lgnott S~ence I_»
lgnott DTMF
Max Quniion (mnutts).
~ ·120
Notts
n
I Deltt• Ircanc.i Changn
LIUl Upd•ted: 2014.01·28 09 40&,:1111
I
IMPORTANT NOTE. Th1s .$a 9lobal senin9 and only 10 be used
fOf veri f ed an~ or other pnv leged numbe~ m accordance
with Department policy
A note is required
OK
1..:::===:::::::::=;:::=====================:::::.J
Global Edit Screen
•
2.4.4.16 The proposed JPS must be capable of assigning an inmates account to an
individual telephone or group of telephones so that the inmates account may only
place calls from those designated telephones. These telephones must still be
capable of being used by inmate accounts not specifically assigned to them.
~) Centurylink has read, understands and will comply.
This was discussed previously in Section 2.4.4.5.2, and is repeated here for the
convenience of the reviewer.
The System can assign each inmate to a single phone or a group
of phones. Using Station Group Names, which assign one or
phones to logically named groups, staff can quickly enforce
physical phone restrictions. In the following example, Inmate
Clark can only make calls from Apache Band D, however, any
inmate without a Group restriction can also use Apache 8 and D.
CenturyUnk Proposal: Page 56 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
-
-
--
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2 - SCOPE OF WORK
Allowed Station Groups for Inmate
Inmate ID 072320
RODNEY CLARK
Back to Inmate Editor
[~o~(jr~~~ Allowed
...
-l:or~lnilulta
.....
.
~
IAll Stations
0 Allow
APACHE A
0 Allow
APACHE B
0 Allow
APACHE C
0 Allow
APACHE 0
~low
~'
NAVA.JO A
0 Allow
MAVA.10 B
0 Allow
NAVA.JO C
0 Allow
COCOPAA
0 Allow
COCOPA B
0 Allow
i
Inmate Profile Screen - Allowed Groups Tab
2.4.4.17 The proposed IPS must allow for the deletion or disabling of the PIN of a released
inmate while retaining all call records and call recordings associated with that PIN.
The Contractor must describe, in its response, how this will be accomplished with
the proposed system.
~) Centurylink has read, understands and will comply.
Centurylink will .!!!Y!! delete call data or call recordings to ensure that
vital investigative information is never lost. The inmate's ID is simply set to
inactive, but the call recordings and data are still available to be queried in the
IPS by any of the data elements contained in the calls associated with that PIN
or inmate ID.
2.4.4.1 8 The proposed IPS must allow for the inmate PIN to be associated or linked to the
inmates Department number. The Contractor must describe, in its response, how
this will be accomplished with the proposed system for both active inmates and
inactive (released) inmates.
(~ Centurylink has read, understands and will comply.
The inmate profile module on the IPS calling platform will be configured to
Centurylink Proposal: Page 57 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
--
'
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2 - SCOPE OF WORK
-·.
support a unique inmate 10\PIN coupled with a unique Department number.
The IPS retains all assigned PINs regardless of whether the inmate is active or
inactive. No data is ever deleted or purged from the IPS. If an inmate is
released, the status will be set to inactive in the system. retaining the PIN and
the inmate's call data while disallowing the ability to place calls using that
particular PIN.
The Inmate Profile reflects the status of the inmate, whether released,
transferred, active. etc. based on the status in the booking system. In the
following example, the Status is QRelased". but the Inmate ID and PIN are still
visible.
--"Mitt! _ _ _ _
-=1
last Name
l oalian
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Inmate Profile screen
2.4.5
General System Management Requirements
2.4.5.1 The Contractor must propose an IPS that can be administered by a Contractors
Centralized Administrator or the Department personnel.
1
~ ~~
Centurylink has read . understands and will comply.
All functions of the IPS can be managed by Department or Contractor
personnel on-site However, personnel can also perform all functions at
remote workstations, as long as they have Internet connectivity.
2.4.5.2 The Contractor must propose an IPS that allows for changes to be administered in
real time while the system is in use. The proposed system must not require the
Centurylink Proposal: Page 58 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
·--
2 - SCOPE OF WORK
-
system to be taken off line to make additions, changes or retrieve reports.
;::~ Centurylink has read, understands and will comply.
Any change to the Centurylink IPS will be implemented immediately without
any delay. None of the processes or reporting is done in "batch" mode, which
requires that the system be unavailable for other functions.
2.4.5.3
The Contractor must propose an IPS that provides a Graphical User Interface (e.g.,
Microsoft Windows) for both system administration and system reporting
functions.
;:~ Centurylink has read, understands and will comply.
The Centurylink IPS is built on a Graphical User Interface (GUI); all features are
accessible through a menu-driven interface. Throughout our response, we have
used screens that illustrate the GUI nature of the System; we will include a brief
overview in this section of the interface.
•
Once a staff member accesses the System, they are greeted with a simple GUI
screen with 11 logically grouped tabs; when the cursor moves over each tab, the
subtabs are displayed, as shown below:
----~, ,t.:
~4 ~~
C
L" k
entury m ·
INMATE PHONE SYSTEM
-
......-
Otmo
UMr· mt.a1Ms r" •S./l
CQ>yftQl'C ~ :ll·•
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VlCb.ll Nu:ntJer
- ~- -----
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- -- --
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--I>
lf'n'..l'.cln~.:on>
s-r-....:cm ~mm: ~tr.Jt on .•
Scrolling over the first submenu allows the user to access another submenu with
additional selections. Typically the submenus are limited to no more than two
per tab for ease of use by staff.
Centurylink Proposal: Page 59 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
I
2 - SCOPE OF WORK
--~, ,~
-
Demo
INMATE PHONE SYSTEM
----~, ~~ Centurylmk
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-----
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- -- - - -
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- - -- - tnma:e PlN Fraud
--- -- - - - lnn-..J!D PltJ
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In the above example, the user has selected the "Reports" tab, then the "Inmate
Information" subtab. and then the "High Volume Callers" report on the second subtab,
which generates a screen where the desired parameters can be entered to generate the
report, as shown below:
:<'-, ,>.
;.4 ~$
-
.
Centurylmk·
INMATE PHONE SYSTEM
Demo
th er mhaynes rv • r s.n
e.:~yn;"':t =:OS~ 14.
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Dae: Fri May 16111, 2014 10 35am
Stall limt: OSllGr.10 U 00 00 00
3
End Time OSI 16r.!O 1~ 23 59 59 :::!]
0-se Threshold S.111 Calls
•
llvHhold.
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2.4.5.4
The JPS proposed for the Department must allow for investigation personnel to
access the inmate call records at any Department facility from the Department
Headquarters in Phoenix, Arizona, and/or remotely from their place of residence.
The Contractor must describe, in its response, how this will be accomplished with
the proposed JPS. This description must include what is required with regard to
hardware, software and network services as well as the security procedures
involved with this remote access.
Centurylink Proposal: Page 60 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
2 - SCOPE OF WORK
-·
~:~~ Centurylink has read, understands and will comply.
The centralized Centurylink IPS is can be accessed from any Internetenabled computer. Since one system will handle every Department
facility, there will not be a need to sign in to different systems to access
data. Access is simple; if an individual has access to the Internet, they
can use their office sign-on and password from any state office building,
Department headquarters, residence or a hotel room. Nothing else is
required.
Security is through Hypertext Transfer Protocol Secure (HTTPS) which is
a communications protocol for secure communication over a computer
network, with especially wide deployment on the Internet. It is the result of
layering the Hypertext Transfer Protocol (HTTP) on top of the SSUTLS
(Secure Sockets Layer/Transport Layer Security) protocol, thus adding
the security capabilities of SSL/TLS to standard HTTP communications.
The security of HTTPS is that of the underlying TLS, which uses long
term public and secret keys to exchange a short term session key to
encrypt the data flow between client and server.
2.4.6
Restrictions, Fraud Control Options and System Security
2.4.6.1 In order to limit possible telephone fraud, it is mandatory that a fraud prevention
feature be available which will be able to randomly interject pre-recorded
announcements throughout the duration of the conversation to the called party
indicating the source of the call. The Contractor must describe in its proposal in
detail how this is accomplished
~:~~ Centurylink has read, understands and will comply.
Pre-recorded announcements can be interjected during the conversation.
Typically, these are announcements that the conversation is subject to
monitoring and recording, and does not mention the origin of the call. However
these announcements are completely customizable, and we can easily tailor
these announcements to the Department's requirements.
2.4.6.2
The Contractor must describe, in its response, all detection and prevention
capabilities related to fraudulent, illicit or unauthorized activity available on the
proposed IPS.
;~:~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 61 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
:
2 - SCOPE OF WORK
•
The IPS provides an exhaustive list of features that detect and prevent
fraudulent, illicit or unauthorized activity.
,.
PINs: Each time an inmate places a call, they are first required to enter
their assigned PIN. By associating a PIN number with every call, the
system provides investigators and security personnel with the ability to
identify specific inmates when setting alerts, monitoring calls, retrieving
call recordings , searching call detail records, generattng reports, etc.
,. Custom Call Restrictions: Inmate calling can easily be limited to
specific times of the day and set lengths of time. During installation, the
system is programmed to block calls to live operators, toll-free lines,
long-distance carriers, judges and correctional facility staff, etc. While
these call restrictions are set facility-wide, additional calt restrictions can
be set for individual inmates.
•
,
Random Voice Overlays: The IPS can play randomly interjected voice
prompts as requested. These voice prompts can be custom recorded as
requested by the facility, or a standard voice prompt such as this may
be used: ··rhis call is from a correctional facility, and is subject to
monitoring and recording ." Voice overlays limit abuse of the general
population and indicate where the call originated. Any inappropriate
calls can be easily reported to facility personnel.
,
Real-time Call Validation: Centurylink's call validation incorporates
real-time validation responses from Local Exchange Carriers,
compliance with carriers who do not permit collect calls and managerial
restrictions such as blocked-number lists.
Call validation counteracts fraud by correctly identifying the location of
called numbers to prevent the use of prepaid cell phones or pay phones
to commit fraudulent activities. By validating numbers, we have the
most up-to-date information about a BTN.
,. Continuous System Monitoring: As an additional fraud prevention
tool, CenturyLink proactively monitors system data looking for
fluctuations in traffic and failed attempts that could indicate fraud.
,.
No Chain Dialing or Hookswitch flashing: Inmates are not permitted
to obtain secondary dial tone or to ·'chain dial" at any time. Any attempts
to manipulate the inmate phone or hookswitch in order to bypass
system controls will result in immediate call disconnection, forcing the
inmate to begin a new call with all call controls in full effect.
Centurylink Proposal: Page 62 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
•,
,
No Three-way Calls: The IPS automatically detects attempts by
destination parties to connect, or forward, calls to a 3rd party. These
detection features have highly configurable parameters for changing the
sensitivity to accommodate the requirements of each installation. When
a three-way call attempt is detected, the system can either
A) flag the call for investigation;
B) flag the call for investigation, and play a warning message to the
inmate and called party; or
C) flag the call for investigation, play a notification to the inmate and
called party, and terminate the call.
The IPS monitors each call connection for any inmate attempts to bypass the
system controls. If an inmate presses keys on the keypad following call
connection, the system detects this activity, and terminates the call. Any call
terminated for this reason is marked accordingly in the call detail record.
2.4.6.3
The Contractor must identify, in its response, specific activities the proposed
system capabilities shall detect and/or prevent. The Contractor must also identify,
in its response, possible methods inmates may use to circumvent these capabilities.
~~:~ Centurylink has read, understands and will comply.
The IPS provides an exhaustive list of features that detect and prevent
fraudulent, illicit, or unauthorized activity.
•
Pre-Recorded Inmate Name: The system offers the option to prerecord the inmate name used in the announcement of the call. This
measure prevents inmates from ·passing messages" and ensures that
the called party is provided with the inmate's name during the call
greeting.
•
Random Voice Overlays: Inmates often attempt to harass the public or
commit fraud over the phone. To prevent this, The IPS can play
randomly interjected voice prompts identifying that the call is from a
correctional facility. These voice prompts can be custom recorded as
requested by the facility, or a standard voice prompt such as this may
be used: "This call is from a correctional facility, and is subject to
monitoring and recording .~ Voice overlays limit abuse of the general
population and indicate where the call originated. Any inappropriate
calls can be easily reported to facility personnel.
•
No Chain Dialing or Hookswitch flashing: Inmates may attempt to
obtain a second dial tone during one call. Any attempts to manipulate
the inmate phone or hookswitch in order to bypass system controls will
Centurylink Proposal: Page 63 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
--
.
-
2 - SCOPE OF WORK
I
result in immediate call disconnection, forcing the inmate to begin a new
call with all call controls in full effect.
•
•
No Three-way Calls: The IPS automatically detects attempts by
destination parties to connect. or forward, calls to a 3rd party. These
detection features have highly configurable parameters for changing the
sensitivity to accommodate the requirements of each installation. When
a three-way call attempt is detected, the system can either
A) flag the call for investigation;
B) flag the call for investigation, and play a warning message to the
inmate and called party; or
C) flag the call for investigation, play a notification to the inmate and
called party, and terminate the call.
Remote Call Forwarding
The first line of defense occurs at call validation - this is the typical approach
taken by providers who provide call forwarding detection. Centurylink has
identified specific operating carriers (OCs) known to primarily provide, or are
primarily used by call forwarding services such as Vumber, Google Voice,
Conscallhome, etc. When combined with our unique billing name and address
verification (BNA) process for prepaid collect customers, this information
provides rules-based methods for blocking call forwarding services. Note:
blocking of any telephone numbers must occur in partnership with the DOC as
law enforcement; although some providers do block without explicit consent of I
direction from law enforcement this policy risks adverse action by the Federal
Communications Commission.
The second line occurs through querying network information. The Public
Switched Telephone Network (PSTN) utilizes the Signaling System Number# 7
(SS?) protocol for interoffice signaling. The primary function of SS7 is to provide
call control, remote network management. and maintenance capabilities for the
inter-office telephone network. SS7 performs these functions by exchanging
control messages between SS7 telephone exchanges (signaling points or SPs)
and SS7 signaling transfer points (STPs). In this scenario, the terminating
exchange would pass a message to the or,iginating exchange that the terminating
number was forwarded to another destination.
A similar message exists in a SIP-enabled telephony network. SIP (Session
Initiated Protocol) provides a signa~ing and call setup protocol for IP-based
communications that can support a superset of the call processing functions and
features present in the PSTN. SIP by itself does not define these features; rather,
its focus is call-setup and signaling. The features that permit familiar telephonelike operations: dialing a number, causing a phone to ring, hearing ring-back
tones or a busy signal - are performed by proxy servers and user agents.
Centurylink Proposal: Page 64 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
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2 - SCOPE OF WORK
Implementation and terminology are different in the SIP world but to the enduser, the behavior is similar.
In a SIP-enabled telephony network, Message Type 181 indicates that the call is
being forwarded . This message is available to be returned to the point of call
origination. Additionally, most SIP carriers provide the re-direct information (call
forwarded number) in the upstream data packet. Centurylink is actively working
with its carriers to ensure that these 181 messages are passed to the call
processing platform.
Once these messages are received by the IPS, it can interpret and trigger
appropriate events in the platform. Based on defined and implemented business
rules the IPS can be configured to take the below action when Message Type
181 is returned from the SIP network.
• Allow the call to continue and make a notation on the call record;
• Allow the call to continue, make a notation on the call record and send an
alert to a designated Department staff member;
• Notify the inmate and disconnect the call, making a notation on the call
record ;
• Disconnect the call and make a notation on the call record .
•
Inmate Inter-Communications
At no cost to the DOC, Centurylink can also provide JLG's new ICER (Inmate
Inter-Communications Evaluation and Reporting) technology. Using voice
biometric technology and a shared database of inmate voice prints made
available through the JCER Consortium, ICER is the only system on the market
that detects and reports telephone calls made between inmates at one or
more correctional facilities. ICER has been successfully used in pilot programs
at multiple county and state facilities, and with the first-ever full deployment of
ICER currently underway at the New Hampshire DOC.
The IPS monitors each call connection for any inmate attempts to bypass the
system controls. If an inmate presses keys on the keypad following call
connection . the system detects this activity, and terminates the call. Any call
terminated for this reason is marked accordingly in the call detail record .
The IPS monitors each call connection for any inmate attempts to bypass the
system controls. If an inmate presses keys on the keypad following call
connection, the system detects this activity, and terminates the call. Any call
terminated for this reason is marked accordingly in the call detail record.
Centurylink Proposal: Page 65 of 225
RFP No. AOOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
2.4.6.4
111e Contractor must propose an IPS that is capable of detecting extra dialed digits
from either the called party or the inmates telephone. The Contractor must describe,
in its response, the options available to the Department upon detection of the extra
dialed digits. (i.e., call termination, system alarm, logging of call to the database,
etc.)
;:~ Centurylink has read, understands and will comply.
Upon detection of extra dialed digits, a voice prompt can be played. This
prompt can serve as a warning only - meaning, the call is flagged for
Investigation and both parties on the phone are warned that potential fraudulent
activity has been detected, at which time an alert can also be sent to
designated personnel. Or the prompt can precede automatic disconnection of
the call (these calls are flagged for investigation, as well).
The IPS will be configured to take whichever action the Department prefers.
Centurylink recommends allowing the call to proceed, because value
investigative data can be gained in reviewing these potentially fraudulent calls.
Following is the list of sample pre-recorded announcements, depending upon
which action the Department prefers:
•
2.4.6.5
•
''Three way call detected. This will be reporled. "The call is allowed to
proceed and marked in the call detail record. In this scenario, an alert
an also be triggered so that an investigator has the opportunity to
monitor the call in progress.
•
"A three way call attempt has been detected. This call is now being
terminated." The call is then terminated.
The Contractor must propose an IPS that is capable of detecting unusual or
suspicious number sequences dialed or dialing patterns which the system identifies
as possible attempts to commit fraud. The Contractor must describe, in its
response, the options available to the Department upon detection of the unusual or
suspicious number sequences.
~) Centurylink has read, understands and will comply.
The IPS detects and prevents fraudulent dialing attempts and patterns in
several ways .
•
The IPS is configured to only accept a spec fie number of digits based on
the options selected during the call prompt process. If an inmate selects the
option to make a domestic call, the system allows the inmate to dial only 10
digits. After 10 digits are dialed, the keypad is disabled.
Centurylink Proposal: Page 66 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
2 - SCOPE OF WORK
.,.,
2.4.6.6
•
If there are repetitive attempts to dial a PIN that are denied, The IPS will
temporarily disable PIN in suspicion of PIN fraud.
•
Repetitive calling to the same number by multiple inmates could trigger
three-way call detection thresholds.
The proposed JPS must allow the Department to immediately and remotely tum
telephones on and ofT. This shall be capable of being accomplished by individual
telephones, groups of telephones, or an entire Department facility by the
Department personnel with the appropriate authorization level.
(~ CenturyLink has read, understands and will comply.
Using the "Phone Disable" function of the System, staff can easily and rapidly
shut down a single phone, a single POD, or an entire facility. After selecting
"Phone Disable' on the drop-down menu, a second "Phone Disable Menu" will
be displayed. It is important to note that all administrative changes made in the
System occur instantaneously and in real time, so the time required for this
action depends only upon the speed of the operator.
~, ,~
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INMATE PHONE SYSTEM
-
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The C.ommumc.r.01 ACmn
Main Menu - Select Phone Disable
Centurylink Proposal: Page 67 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
'
2 - SCOPE OF WORK
.
.
INMATE PHONE SYSTEM
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Phone Disable Menu
On the Phone Disable Menu, select the individual phone, a group of phones, or
the site you wish to disconnect. Then select one of the three buttons at the top
of the menu to perform the folfowing function:
•
•
•
2.4.6. 7
Disable - Allows in-progress calls to complete. No new calls will be
allowed from the selected phone(s)
Enable -Allows calls to be made from the selected phones
Cutoff and Disable - Immediately cuts off all calls in progress and
disables the selected phone(s).
The Contractor must describe, in its response, all standard and optional security
services employed to protect the proposed IPS in terms of unauthorized access
through the installed network of services, unauthorized access through the IPS
Local Area Network (LAN), unauthorized access to the JPS programming, and
unauthorized access through the Wide Area Network (WAN).
;~~~ Centurylink has read , understands and will comply.
The Department's facility will be connected by an always-on, fully-managed,
secure WAN to our data center where all the call-processing, recording and
investigative applications will run in our secure server rooms which are
monitored and maintained 24/71365.
At each Department facility, the network devices are deployed in a private local
area network (LAN) with all devices operating behind a Netscreen Juniper GTS
firewall. Access to the WAN network can be accomplished only by IP
addresses registered on the firewall. Any domain/IP address that is not
registered will be denied access and the Juniper firewall automatically logs all
Centurylink Proposal: Page 68 of 225
RFP No. ADOC14-00003887/14-066-24
Anzona DOC Statewide Inmate Telephone System
Submitted. May 22, 2014
2 - SCOPE OF WORK
denied connection requests. These logs are accessible to Centurylink's
network monitoring staff. Should the Department wish to review these firewall
access logs, personnel may contact our Technical Services Center 24 x 7 365
to request copies of these logs.
The centralized IPS system is protected by a dedicated enterprise class
firewall. The MPLS network over which all calls will be processed and all
investigative data sessions will travel will be a private, dedicated, managed and
firewalled network. All access to The IPS database and application is
password-protected and occurs only through an SSL (Secure Sockets Layer)
exchange.
If connected to the facility, they must pass the perimeter firewall, which is set
up according to Department and State restrictions. If accessing the system
remotely, users must log in to The IPS via the VPN. Centurylink can restrict
access by IP address by allowing only certain IP addresses to install the VPN
client. If the VPN client is not installed on the system with a particular IP
address, the user cannot log in to the system.
•
All the applications proposed, including IPS call processing, control and
reporting functions, will all function as cloud-based apps with the software
running on application servers in the redundant Data Centers in Atlanta and
San Antonio. These centralized systems are firewall protected whereby all use,
access and operation is monitored by Centurylink's NetOps team 24/7/365.
IPS data served out to application users will be encrypted per SSL standards.
The MPLS network over which data travels is itself also encrypted. Data will be
stored in Atlanta and San Antonio. Access to the records for retrieval is
password-protected and requires specifically assigned privileges from an
authorized Centurylink or Department Administrator. Access to any inmate
information, billing records, payment information or client information is granted
for Centurylink employees only on a need-to-know basis and requires signed
authorization from Centurylink management before our Systems
Administrators grant any such access.
Access to all data on The IPS database is read-only for all users and the
system has built-in applications to test the integrity of data so that records and
recording will be admissible in court. The IPS uses AU Comp to create an MOS
checksum of the audio file for every recording . The MD5 checksum is stored in
the database's log file for that recording and will be duplicated with the
recording at the Centurylink Atlanta and San Antonio data centers. Each
recording and checksum is time-stamped and date-stamped.
Remote Access Security
Centurylink Proposal: Page 69 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
When the browser based GUI is launched, the user must "login" (see following
example) to the system with a valid username and password.
Enter Usemame and Password for: County J.111
Security clearance to gain access to call record data. call recordings, call
monitoring and reporting is managed through a series of usernames,
passwords, and account privileges in the IPS system. Each username is
established with a pre-configured set of privileges in the graphical user
interface (GUI). These privileges range from being able to create or modify
inmate data to being able to display reports. play back recordings, etc.
•
The IPS system is configured to be accessible remotely over WAN and VPN to
ensure availability of recording and call record data from any point or location.
Data queries, reports, and recording playback are all available through LAN,
WAN, VPN connection to the system .
2.4.6 .8
The Contractor must describe, in its response, how the Department will be able to
monitor the installed JPS and the WAN network of services for possible security
breaches.
;;~~ Centurylink has read, understands and will comply.
All the applications proposed, including ENFORCER call processing, control
and reporting functions, will all function as cloud-based apps with the software
running on application servers in the redundant Data Centers in Missouri and
San Antonio. These systems will be firewall protected and use, access and
operation will be monitored by Centurylink's NetOps team 24 x 7 x 365.
At each Department facility, the proposed solution operates off a local area
network (LAN) with all devices operating behind a Juniper Gt5 firewall. Access
to the WAN network can be accomplished only by IP addresses registered on
the firewall. Any domain/IP address that is not registered will be denied access
to the system and the Juniper firewall automatically logs all denied connection
requests. These logs are accessible to Centurylink's network monitoring staff.
Should the Department wish to review these firewall access logs, personnel
may contact our Technical Services Center 24/7/365 to request copies of these
logs.
Centurylink Proposal: Page 70 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
2 - SCOPE OF WORK
•
2.4. 7
General Operational Requirements
2.4.7. l The Contractor must describe, in its response, the network of services required
to support the proposed JPS. (i.e., ISON, 56Kbps Circuit, Tl , etc.).
:r:~ Centurylink has read, understands and will comply.
Network at each of the facilities will consist of Dedicated Internet Access (DIA)
T-1(s). We configure our system with one (1) DIA T-1 per 48 phones. At some
of the larger facilities, Centurylink may install Ethernet ports where fiber exists.
2.4.7.2
The Contractor must describe, in its response, how it will address instances of
inadequate outside network plant facilities at the Department facility to ensure that
the proposed JPS is implemented according to the installation schedule agreed to
by the Department
~~:~ Centurylink has read, understands and will comply.
Centurylink is also the local exchange carrier at all of the Department's
facilities with the exception of two. We can internally escalate with our sister
divisions on increasing network plant facilities in the event of insufficient
facilities serving a facility. For the two facilities where Centurylink does not
have a local presence, we have a good working relationship with those carriers
and will be able to place a high priority with those carriers to ensure the proper
level of services are available prior to transitioning services from the incumbent
to Centurylink.
2.4.7.3 The Contractor must describe, in its response, how remote access to the JPS for
maintenance and programming by the Contractor will be provided. The
Contractor must describe, in its response, all security measures, policies and
procedures in place for this remote access.
;~~~ Centurylink has read, understands and will comply.
The IPS Call Control platform will be housed in two Data Centers where
technicians have local as well as remote access to the system. This remote
access for Network Administrators is gained via secure VPN connections to the
system over the internet. Local access is gained by connecting computers to
the console ports on the equipment.
At Department facilities, the system will consist of Adtran routers and switches
as well as networked APC UPS systems. Remote access is gained by network
Centurylink Proposal: Page 71 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
j
,.
2 - SCOPE OF WORK
administrators connecting via secure VPN connections to the equipment. Only
authorized system administrators will have access to the system and must
have user credentials to access the equipment as well as have access to the
secure VPN networks that connect to the equipment.
2.4.7.4 The Contractor must provide, in its response, all electrical and environmental
requirements of the JPS for each of the Department facility. Such information
must be
provided for all components of the JPS including the central
processor/equipment, call recording equipment, & etc.
;::~ Centurylink has read, understands and will comply.
The IPS equipment onsite at each Department facility will require
a dedicated 20 Amp Electrical circuit and room temperature that
ranges between 32 and 90 degrees Fahrenheit with relative
humidity range of 0 -95%
•
2.4.7.5 The IPS proposed by the Contractor must be capable of automatically
recovering from a power outage (auto-reboot) to full working order capable of
processing inmate telephone calls with all programmed restrictions in place.
This auto reboot must include all system hardware components, all software
including the Department specific programming and restrictions and all network
services (analog lines, TI circuits, etc.). The Contractor must describe, in its
response, any interaction required by the Department personnel for this system
auto reboot to occur.
;~~~ Centurylink has read, understands and will comply.
The Centurylink IPS is installed at an offsite Data Center in the State of
Florida, where commercial power is backed up by UPS generator power. If
commercial power is lost at the Data Center, generator power will continue to
run the IPS indefinitely, providing the generator is refueled. If refueling is not
possible and backup power is lost, service will instantly and seamlessly fail
over to the secondary Data Center in San Antonio, TX. The ITS will continue to
function normally, and calling will not be impacted at the facilities, except in the
extremely unlikely event that both commercial power and backup power are
interrupted at both the Florida and the San Antonio Data Center. In this case,
the IPS would perform a data save and graceful shutdown of all call processing
until commercial power is restored. Timers are set at the UPS generators and
data center computers to ensure that power stability has returned before
restoring full telephone service, at least 10 minutes after commercial power
restoration. No Department personnel intervention is required for any aspect of
Centurylink Proposal: Page 72 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
- · --
'11
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--
2 - SCOPE OF WORK
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system shut down or reboot.
2.4.7.6
The Contractor must provide, in its response, a written description of the space
requirements associated with all components of the proposed JPS. The Contractor
must clearly define how much physical space is required by each hardware
component and provide a recommended equipment layout configuration.
;~:~ Centurylink has read, understands and will comply.
The Centurylink IPS is compact and capable of supporting up to 200 inmate
phones in a single standard equipment rack. The rack requires less than five
square feet of floor space and minimal wall space. Approximate dimensions are
20" wide by 32"deep and 49" tall. The following is a pictorial diagram of the
equipment layout:
•
49"H X 19"W X 24 "D
The following table lists the physical sizes of the equipment that will be located on-site at
the Department facilities:
Component
Model
Centurylink Proposal: Page 73 of 225
RFP No. ADOC14-00003887/14-066-24
Size
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
2 - SCOPE OF WORK
Integrated Access Device
Uninterruptable Power Supply
Switch
Adtran 924E or similar
APC or similar
Cisco SG200-08 or similar
1 72" H X 17 2· w X 10 2'" 0
3 5· H X 19.01 " W X 24· 0
1 .OO" H
x s oo" w x 5 oo· o
3
3.4.7.1 The Contractor must provide, in its response, the capacities/limits for the
proposed IPS. At a minimum, the Contractor must provide the capacity for the
following:
2.4.7.7.l Individual Inmate Accounts
3 .4.7 .1.2 Call Records
3.4.7.1.3 Simultaneous Administrative Users
3.4.7.1.4 Workstations/PCs
3.4.7.1.5 Simultaneous Live Call Monitors
3.4.7.1.6 Inmate Telephones
3.4.7.1.7 Simultaneous Telephone Calls
~~~~ Centurylink has read, understands and will comply.
Given its modular architecture, the IPS allows for unlimited expansion, and can
easily accommodate growth to the inmate population or facilities. There are no
practical limits for any of the parameters in Section 2.4.7.7.
Database and server storage can be easily added at our Data Centers to
accommodate additional inmate accounts, call records, and long-term storage
of call recordings, for the entire contract term and any renewal periods.
Centurylink will ensure that the Department will have immediate online access
to all system and investigative data, including call recordings, for as long as
Centurylink provides IPS services.
Centurylink can add additional phones at any time by simply expanding the
Integrated Access Devices (IADs) installed at the sites (or installing new IADs
for a brand new facility). Additional network capacity requires approximately 30
days notice for the LEC to deliver additional bandwidth but does not require
any system downtime.
The IPS can be accessed by an unlimited number of workstations/PCs, which
can be located on site at Department facilities or offsite at remote locations.
Live calls can be monitored by an unlimited number of investigators
simultaneously, with no impact on system performance or the ongoing
recording of all non-privileged calls.
With regards to simultaneous telephone calls, there will be a sufficient number
of station and trunk ports available to provide acceptable off-hook availability to
all inmate telephones . All inmate telephones will have sufficient bandwidth on
Centurylink Proposal: Page 74 of 225
RFP No. ADOC14·00003887/14-066·24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
•
our on-site Adtran devices to place a call using VoIP .
Centurylink will provide at least a P.01 Grade of Service for all types of calls,
which means that less than 1 calf in 100 would be denied even during the
busiest hour. This is generally regarded as a very high standard for both
government and corporate telecommunications systems. Centurylink can
adjust this service level to meet specific requirements of the Department.
3.4.8
System Call Recording
3.4.8.1
The Department currently records inmate calls and monitors (in real time) select
calls when necessary. This recording and monitoring is conducted on all calls with
the exception of privileged calls (e.g. , attorneys, etc.). The Contractor must address
the following specifications regarding the recording of inmate calls.
;\~ Centurylink has read, understands and will comply.
3.4.8.2
The IPS proposed by the Contractor must be capable of recording all inmate calls
simultaneously and at any time that a call is placed. The Contractor must describe,
in its response, the call recording system being proposed in conjunction with the
JPS.
•
;;~~ Centurylink has read, understands and will comply.
The IPS system offers fully integrated digital recording capability with the option
to simultaneously record every single call or record every call while excluding
calls to specific numbers that are designated as "Do Not Record" in the Global
Number table. The call recording process is internal to the IPS platform and
call recordings are digitally stored and will be available to the facility for
immediate access throughout the contract duration.
Any individual desiring access to the recording playback or call monitoring must
have a valid user name with sufficient privileges and a valid password. To
maintain absolute integrity of recordings for admission in court, the IPS allows
only WORM (Write Once Read Many) storage. Access to or manipulation of the
source recording is never allowed .
The IPS uses AU Comp to create an MD5 checksum of the audio file for every
recording. The MD5 checksum is stored in the database's log file for that
recording and will be duplicated with the recording to Centurylink's Atlanta
database center and the backup data center in San Antonio. Each recording
and checksum is time-stamped and date-stamped as it is written to each
individual NAS and is protected thereafter. No user has the ability to modify
source files .
Centurylink Proposal: Page 75 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
=-
3.4.8.3
The call recording system proposed by the Contractor must be capable of allowing
call recording to be deactivated for specific telephone numbers assigned to an
inmates PIN. This capability would be utilized for inmate calls to attorneys, etc.
;::~
Centurylink has read , understands and will comply.
This requirement was discussed in Section 2.4.4.1 .15. It is repeated here for
the convenience of the reviewer. To set a number in the inmates Approved
Number List as do not record , staff will use the Global Number Table to flag a
number to prohibit recording . The default value is to record all calls, numbers
must be manually set to "Do Not Record"
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3.4.8.4
The call recording system proposed with the IPS must be a fully digital system
allowing for digital storage of call recordings.
~~
;.~~
.
.
CenturyLink has read , understands and will comply.
All call recordings are recorded in digital format; we do not use
any analog recording .
3.4.8.5
The call recording system proposed by the Contractor must be capable of storing
all calls for the duration of the contract.
;-~:~ CenturyLink has read, understands and will comply.
Our standard for every customer is to store all calls for the life of the contract,
CenturyLink Proposal: Page 76 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
2 - SCOPE OF WORK
and all data is stored on-line, we never archive any call recordings or data.
What this means for the Department is that there is never any delay for a
request for data while that information is restored from an archive. The
Department will have immediate access to everything throughout the life of the
contract.
Centurylink also commits to the Department, that if awarded the contract. and
if we are ever replaced by another contractor, we will work diligently to transfer
all required data and call recordings to the new contractor.
3.4.8.6 The Contractor must provide backup storage of all recordings of inmate calls from
each of the Department facility off site at the Contractors data storage facility for
the life of this contract. The Contractor must describe, in its response, how this will
be accomplished with the proposed system.
~~:~ Centurylink has read, understands and will comply.
•
All recordings and call data will be stored at our primary data center in Atlanta.
Additionally, all data will be almost instantly backed up to our secondary data
center in San Antonio. The San Antonio data center will be a fail-over site, so if
for any reason the Atlanta site fails, we can quickly move to the San Antonio
site, with very minimal interruption of inmate calling .
2.4.8.6 The Contractor must provide the Department with all recorded calls from the
duration of the contract when the contract has terminated/expired. Describe in
your response, how this will be accomplished.
~~:~ Centurylink has read, understands and will comply.
We recognize the critical security lmplications involved with having continued
access to call recordings.
All call detail records and recordings will be made available to the Department in searchable and playable format - upon contract termination .
The first option is to provide the call recordings to the new contractor.
Recordings on the Centurylink System are stored and transferrable to a new
vendor in standard 'playable' (non-proprietary) format. Associated call detail
records are also easily transferred.
As a second option, Centurylink could make the recordings available on a
standalone ''leave behind" system that could be housed at a Department facility
or at the new vendor's data center. This system would include database
Centurylink Proposal: Page 77 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
access and navigation software to ensure that past data could be quickly and
easily accessed.
A final option would be to allow the Department continued access to the
recordings housed in our secure data center, using the same graphical user
interface and login credentials as they had used during the course of the
contract.
Regardless of the option chosen, Centurylink would provide access to legacy
recordings at no cost to the Department.
2.4.8. 7 The Contractor must allow access to off site inmate call recordings by the
Department personnel providing the ability for the Department personnel to
download and transfer such recordings to the Department designated location. The
Contractor must describe, in its response, how this is accomplished with the
proposed solution for the Department and what security measures are in place to
ensure that the Department personnel access only those call recordings for which
they are authorized.
;::~ Centurylink has read. understands and will comply.
The Centurylink JPS is a centralized platform, which easily allows, personnel
with a login and the appropriate level of access to all reports, data and call
recordings, whether on-site or from a remote location. Access to all data is
password-protected and requires specifically assigned privileges from an
authorized Department Administrator.
Each username is linked to a customized set of privileges established by
administrators when they granted that user access. These privileges range
from being able to create or modify inmate data to being able to display reports,
playback recordings, etc. Administrators can restrict the recordings to which
personnel may listen.
All recordings are stored off-site at a Centurylink Data Center, and as
described above, access is restricted by the Department's System
Administrator. Department staff can access these recordings for downloading
as described below in Section 2.4.8.10. Regardless of the option chosen,
Centurylink would provide access to legacy recordings at no cost to the
Department.
2.4.8.8 The Contractor must allow a sufficient amount of concurrent licenses to
accommodate all Department staff member requests for access.
,, r,.
;. ~~
Centurylink has read, understands and will comply.
CenturyLink Proposal: Page 78 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
-
2 - SCOPE OF WORK
I
There are no "seat" licenses. The Department can add as may users as
needed without any need to request new licenses from Centurylink.
2.4.8.8
The call recording system proposed by the Contractor must allow access to inmate
call recordings from any PC with Internet Access. The Contractor must describe, in
its response, how this is accomplished with the proposed system.
;::~ Centurylink has read , understands and will comply.
This requirement was discussed earlier in Section 2 .4.5.4, our
response is repeated here for the convenience of the reviewer.
The centralized Centurylink IPS is can be accessed from any Internetenabled computer. Since one system will handle every Department
facility, there will not be a need to sign in to different systems to access
data. Access is simple; if an individual has access to the Internet, they
can use their office sign-on and password from any state office building,
Department headquarters. residence or a hotel room. Nothing else is
required.
Security is through Hypertext Transfer Protocol Secure (HTTPS) which is
a communications protocol for secure communication over a computer
network, with especially wide deployment on the Internet. it is the result of
simply layering the Hypertext Transfer Protocol (HTTP) on top of the
SSUTLS (Secure Sockets Layer/Transport Layer Security) protocol, thus
adding the security capabilities of SSUTLS to standard HTTP
communications.
The security of HTTPS is that of the underlying TLS, which uses long term
public and secret keys to exchange a short term session key to encrypt
the data flow between client and server.
2.4.8.9
The call recording system proposed by the Contractor must allow access to inmate
call recordings at each Department facility by investigative personnel. The
Contractor must describe, in its response, how this is accomplished with the
proposed system.
;~~~ Centurylink has read, understands and will comply.
With the centralized IPS that Centurylink will provide, all records are stored in
a central location, not at individual facilities. Personnel with the proper
authority can access recordings and any other IPS data at any Department
Centurylink Proposal: Page 79 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
·-
L-...
2 - SCOPE OF WORK
facility, regardless of their location, whether on-site or remote.
2.4.8.10 At many times, the recorded telephone conversations of inmates are used as evidence in
criminal or Department violation investigations. The system proposed to the
Department must include the capability of transferring recorded calls and call
segments to the Department designated location, and/or a Compact Disk (CD- R/CDRW) to be played on any industry standard CD device. The interface for accessing
such recordings must be have a Graphical User Interface (GUI) such as Microsoft
Windows(9 and allow for click and drag capability for the transferring of recorded calls
or call segments to CD.
~~~~ Centurylink has read, understands and wil1Icomply.
Copying recordings is a very simple process using the Centurylink's IPS
graphical interface.
After a staff member has performed a call detail query, the recording can be
saved to a location on the work station, or burned to a CD or DVD by clicking
the Burn/Save button, as shown below:
Load Search Cntl!fla
Inmate
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Play selected call
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Call Detail Query Screen
After clicking Burn/Save, the CenturyLink IPS opens the Firecracker application
window. The Firecracker application streamlines and simplifies the process of
burning and saving inmate call recordings. Firecracker lets you perform the
following tasks through a multi-pane GUI user interface:
•
•
Burn recordings to DVDs, which provide much larger storage capacity
Download files in either mp3 or speex (. spx) format, and then move
Centurylink Proposal: Page 80 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
--
-
2 - SCOPE OF WORK
II.
-.i.---selected files to different discs to perform multiple burns
Receive notification of any download errors, and then retry the files with
errors
Save mp3 or speex files to your local computer
•
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"Firecracker" Call Recording Copy Screen
2.4.8.11 The call recording system proposed by the Contractor must allow the
Department personnel to locate call recordings in the following manners:
2.4.8. I I. I
2.4.8.11.2
2.4.8.1 I .3
2.4.8.11.4
2.4.8. l I .5
2.4.8.11.6
2.4.8.11. 7
2.4.8. I 1.8
Search by inmate PIN;.
Search by certain time period (date/time);
Search by certain telephone instruments
The system must allow for the search criteria either individually or in
combinations.
Search by called number;
Search by call type, ie collect, debit;
Search by call termination type;
Search by calls incomplete or complete
;~:~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 81 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
~-
...
~ .
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2 - SCOPE OF WORK
The Centurylink System can perform searches using multiple fields as the key.
Using the simple GUI interface, The following screen illustrates the display staff
would use to search ; six fields (Inmate, Last Name. Inmate ID, Called Number,
Start and End time) are basic search criteria. "Wildcard" searches are also
possible, for example "4333*" in the Called Number field would return all phone
numbers that contain 4333 anywhere in the 10-digit number stream.
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Call Detail Query Screen
By selecting "More Search Criteria", additional fields are available. There are
approximately150 fields that can be used for searching using the "More Search
Criterian function . The following screen shows the 30 fields available when
selecting the drop-down box in the "Call Type· category:
~, ,~
~4 ~~
centuryt•m k·
INMATE PHONE SYSTEM
Demo
User mllaynes tv • 1 141
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Centurylink Proposal: Page 82 of 225
RFP No. ADOC14-00003887 14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
·-·-
-
. .
2 - SCOPE OF WORK
L--..,,,,
The screen below shows the result of a query and some of the functions
available on the screen:
Column Re-Sort Order
Add Cal I Note
llllt
1Jll9
111111
~
!Ju.
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0
000
0
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IDOO sr..noN_1;m E•Qbth
0 00
SOOOSTATIOH.1211!1 Elllhh
IDOO ST..TlON. 13B Eogt.th
IDOO STIJlON.ID ~
IOOO ST..TION_n10 E"'iilltll
IOOO ST..TIC)tj_121D Eogith
IOOO ST..TION.1210 E"'lkh
IODD STATION_13!1 English
ID OD STATION_121!1 E119nh
IODD STATION.1210 EftPth
IDDD STATION. 1210 E.,W.
ID 00 STAnON.1210 Ei9oh
IDID STAAON.1210 Eroptll
11100 STATION.1210 Enpsh
0
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lftlf!Ut• lftlorSl110 D
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lrlltt\.olt lftltrSlllo D
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0
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Nono
DU191:!l1116592J p,._
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•..
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2l!Si ...........,.......
2l!S!i
ID.Ill STATIOH_1DI &,Hh
NN-
0 00
0 00
0 00
000
000
000
000
o·oo
000
0 00
000
ODD
View Inmate Profile
Select Cal Is for
Save, Copy, or Share
View List of Users Who
Have Listened to Call
Look Up Cal led
Party Name/Address
Query Results Screen
2.4.8.12 The Contractor must retain ownership of the proposed recording equipment for the
duration of this contract. All responsibility for maintenance and upgrades must be
provided by the Contractor at no cost to the Department.
;~~~
Centurylink has read, understands and will comply.
2.4.8.13 The Contractor must ensure that the call recording system proposed with the JPS is
maintained at the latest hardware and software level to ensure that the Department
personnel are utilizing the latest tools available for call recording and call monitoring of
inmate calls.
.•.-t r,.
!.?,,:: Centurylink has read, understands and will comply.
2.4.8.14 It is desirable that the call recording system provide a search capability that allows the
Department personnel to search recordings for certain key words or phrases. The
Contractor must provide, in its response, a description of this capability.
Centurylink Proposal: Page 83 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
-
--
2 - SCOPE OF WORK
...
,
_
:•·~
.,~
..- Centurylink has read, understands and will comply .
Call Transcription vs. Phonetic Keyword Search
If the Department is evaluating different "word search" technologies, please
know that in our experience, voice-to-text transcription technologies are not
well-suited to the corrections environment and are ultimately more timeconsuming than they are effective.
The primary reason that voice-to-text
technologies do not work well in
corrections is that the effectiveness of
these technologies relies upon first
"training" the software to recognize a
particular voice and create a vocabulary
for that speaker.
•
They are built to be accurate and
efficient at translating one particular
voice to text. In the corrections
environment, the software would be
tasked with translating the speech of
thousands of inmates.
And then, to further complicate the
process, each phone call involves two
unique voices, which may have different
accents and vocabularies and , worse,
are very likely to interrupt or talk over
one another, as is normal in casual
conversations. Excessive background
noise in a correctional setting can further
exacerbate the problem making for, in
our experience, extremely low accuracy
rates.
SUPERIOR PHONETIC SEARCH
TECHNOLOGY
Word Detective uses Nexidia's patented
phonetic indexing and search technology
based on the roughly 40 "utterances" that
make up all human speech, NOT
transcription-based cataloging and recataloging.
In addition, the Enforcer JPS' multichannel recording technology- which
isolates the called party vs. the inmate
side of the conversation - ensures that
the software is not confused by
inmates and called parties talking at
1 the same time.
./ Greater accuracy. Phonetic search
no need for software to make
"subjective" guesses as to what the
person actually said.
./ Greater flexibility. Not dictionary
based no need to train the system
for dialects or accents.
=
../ Greater soeed. I all calls at once,
independent of the user-defined static
library = no need to re-process
recordings once new keywords are
entered.
With our Word Detective keyword search tool. powered by Nexidia,
investigators can quickly scan thousands of call recordings to locate words or
phrases of interest. Word Detective searches for the sounds that make up
words, and therefore it is highly accurate, even in a conversation with
simultaneous speakers, dialects, and background noise - all typical conditions
in a corrections environment.
There will be a slight impact to commissions for Word Detective, should the
Department choose to select this feature.
Centurylink Proposal: Page 84 of 246
RFP No. ADOC14-00003887/14-066-24
=
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
Keyword Search Expanded Capabilities - Multiple Related Words in One
Search
Word Detective can search recorded conversations not for specific words, but
also for "associated words," i.e., synonyms, related terms, and related slang.
To enable this functionality, a generic "Association Table" has been built that
contains common search terms and their associated words or phrases. This
was developed using information, including slang terms known to be used in
correctional facilities, that is readily available in the public domain.
With this feature in place, investigators can run a search for a specific word ,
and Word Detective will return results that contain that word or any associated
terms. For example, a search for the word "attorney" would find conversations
that contain the word "attorney" or the word "lawyer."
•
Phoneme based search: Rather than try to search for whole word
matches, the system scans calls and reduces them to phonemes- the
45 sounds that actually make up spoken language. This enables
identification of words or phrases that may be mispronounced or spoken
with an accent.
•
Nested Queries: Many searches (i.e. calls where the word "dope" is
used) will return more calls than an investigator has time to listen to.
Nested queries allow you to run a search, then search again within the
results (i.e. first search for "dope" then search within results for "soon,"
or "get.")
•
Structured Queries: The meaning of many words or phrases depends
on context. The system allows you to run structured queries using
and/or statements to quickly identify only those calls where a word is
used in a particular way. For instance you could search for "Don't+ tell,"
or "Beat-down+ saw or heard."
Investigators can customize and expand upon the generic Association Table by
adding new slang and terms that are specific to the Department's inmate
population. Custom terms can be entered into a common database table or
each user can create their own custom tables containing a personal list of word
associations.
In addition to the functionality above, Word Detective users will also be able to
run advanced searches for more than one specific word using "and I or"
statements. For example, a search for "drugs and sell" would return results in
which both words appear in the same sentence. The features of Word
Detective are very intuitive; staff will quickly become proficient in its use.
Centurylink Proposal: Page 85 of 246
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-- --
.
2 - SCOPE OF WORK
--
After the user enters desired criteria and clicks the Search button, Word
Detective returns search results in the format shown below. In this example,
the words "my brother- were specified as well as a limit on the number of
displayed results (4):
ll'IN!t 0
Start Oat/Tmo
10!26'2012 06 00
BTU
CSU
11 1!S'2012 00 00
a 1~a 1am
St~ll l'hr•st
.Scor.
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tr
0
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"
11
~
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0
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U9
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fl
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s~s
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round 6 ursulta
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1Gl31l2012 1U1:09
IQ/3112012 115101
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11131/2012 11 U tt
101)1/2012 11SI 09
•1J&1S111tat
The IPS assigns a numerical score to each call recording that is detected to
contain the specified text string. This score is displayed in the Score column to
indicate the probability percentage that an exact match of the text string was
found. Search results are displayed in Score order, from highest to lowest.
2.4.8.15 It is desirable that the call recording system provide a manner in which call
recordings are encrypted to ensure that no digital modification of the recording has
been made or to note if such modifications have been made. The Contractor must
describe, in its response, how this encryption function operates and the features
provided by such.
Centurylink has read, understands and will comply.
Access to all data in the Enforcer database is read-only for all users and the
system has built-in applications to test the integrity of data so that records and
recording will be admissible in court. The Centurylink IPS uses AU Comp to
create an MD5 checksum of the audio file for every recording. The MD5
checksum is stored in the database's log file for that recording and will be
duplicated with the recording to the primary and backup data centers.
Each record ing and checksum is time-stamped and date-stamped as it is
written to storage and is protected thereafter. No user has the ability to modify
source files. The checksum can be used to determine if the recording has
been tampered with.
The IPS also logs all user activity. System Administrators can run reports on
Centurylink Proposal: Page 86 of 225
RFP No ADOC14-00003887'14-066-24
,,
,,,
1...1.
Word Detective Screen
. .. ,,
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-
End O.lltlT"'lt
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
i
~'~
J'
- J'
2 - SCOPE OF WORK
this information to gain insight into what actions are being taken by staff. The
User Update Report is another way that the Department can track. and monitor
what its users do.
The User Update Reports display each and every username that made
changes on the left, exhibits when they last logged-in, shows which 'table' they
accessed last. what phone or inmate information was altered, the name of the
inmate, and the inmate number (if applicable).
In the report sample below, for example. you can see that the user "jkline·
logged in at 1 :38 p.m. on April 17 and listed to the recording of a call placed by
inmate Rodney Lehman.
I ""~ I INl~lr ll<t•nr1
Sil..: Summll t 'uunh. 1111
Sl•r1 Tint< • IM/17/!0I! llO:IMI •:Sid Tin,.. .. 11.&117/ WI!
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o11Ml4t..lun
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User Update Report
2.4.9
Live Monitoring
2.4.9.1 The proposed IPS must allow the Department personnel to monitoring inmate calls
while the call is in process (real time). This live monitoring must be allowed by
specific inmate telephone within the Department facility. The Contractor must
provide all necessary equipment and software required to perform live monitoring
with the proposed system.
;\~ Centurylink has read. understands and will comply.
•
Call monitoring is fully integrated with System and is accessible through the
Monitor Phones tab. which then displays the "Display of Calls in Progress"
screen. The authorized user selects a station or trunk to monitor with a click of
Centurylink Proposal: Page 87 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
-~·
.
..
.
-----
2 - SCOPE OF WORK
.
the mouse, and then clicks the PConnecr button. This function is silent and
undetectable by either the inmate or called party.
Multiple monitoring sessions can occur at the same time without any impact
to ongoing call processing or recording. Users cannot monitor calls flagged
as "do not record".
Authorized Department personnel can monitor any live call in progress with a
high level of audio quality from any location, whether remote or on-site.
Once the operator has gained access to this display with the proper password
and privileges, the monitoring operation can be activated. The operator simply
clicks on a call in progress, or telephone station port, and the system begins
streaming the audio to the workstation and plays through the workstation
speakers or attached headset. The Display of Calls in Progress" screen is
shown below:
~ Dlspl.sy al (alt. In Pra&rc•u V1 .OH
I ProJens Map
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Select
Site
I
I SSTalklng Sins.
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Loeallme
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Status! 81.aUon
rec
1A 1
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WSCC, warm Sp11ngs Conecuonal Ce "
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Show
Nevada ooc
ProJect
1
J!lolo?
I Number
1-775-84~1035
1'702-355-2977
1 775 313-5613
1-775-04-9209
1-775-230.7042
1-775· 772-5222
1· 702·901).5902
I 972 298· 230
I 7i5·G22- J137
•
I i02·i62-lG0 4
I Min I Cos~ Inmate no I Name
u us 0059051 HIJTCHINB, MATT
unk Unk 1073185
0.2 195 1076061
13 195 1055212
07 195 0004734
19
195 1026lS4
21
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19
310 20671)4
30
I 9• I 055i 16
I ~
0 00 0030362
I Alert
EVANS.PAT
MCNALLY, HAI.
FOX. OAARYL
FULLER, RICK
OAWSON, JOE
HOWELL. DOUG
FRANKE DAVID
CL.'IRI FIE1 ·ll~AI
H~'M l~lS STEW~FIT
I
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comment
Alarm Oii'
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Disall le
Enable
Pr1nL
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....
Jun 14, 2011 9:59:19 AM OMT· 05 00
Display of Calls in Progress Screen
The Monitor Phones function group lets you perform several actions on live (inprogress) ca~ls, recent calls, and the phone stations from which the calls are
made. These include:
• Customizing or limiting the calls/stations you are viewing
• Monitoring a call in progress
• Performing security-related tasks. such as cutting off a call in progress
or disabling a phone station
Centurylink Proposal: Page 88 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
t
t....
2 - SCOPE OF WORK
• Taking a "snapshot" of the displayed information
• Accessing more detailed information about a selected call
• Adding comments for a call
Each line is color-coded and displays information about the call. The color
codes indicate:
• Black - Call in progress
• Gray - Call in progress, but not being recorded (attorney call, for
instance)
• Blue - Phone station is currently inactive (most recent call displayed)
• Light Blue - Phone station is currently inactive, and most recent call
was not recorded
• Red - Alert triggered (call in progress or most recent call triggered alert)
•
Staff can filter the type of call being displayed to narrow the range of calls
displayed:
• All Phones - Every phone in the facility, in use or not in use
• Call only - Displays calls in progress
• Alerts only - Call in progress, or most recent call made that has
triggered an alert
• All Active -All phones off-hook (calls in progress, or a phone handset
off the hook, but no call placed)
• Visitation - Calls in progress or most recent calls made on visitation
phones
Double-clicking on any call in the list will display additional call details, as
shown below:
Centurylink Proposal: Page 89 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
:
........_.
..
-
2 - SCOPE OF WORK
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Display of Calls in Progress Screen
Along the right side of the screens are several buttons that allow staff to
perform various monitoring functions, including listening, disconnecting the call,
or add ing comments to the Call Detail Record for a particular call :
Centurylink Proposal: Page 90 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
=~ -
2 - SCOPE OF WORK
___
Action Button
conriect .. ,
I
I
I·
Frel!2B
Listen
commenc
I·
Alarm01f
I
_:uto1T
J-
D~e
I·
Ena~ ·
Prlnl.
I
Fwiction
FunctJon tS r0< ICS Techt11c3l Support only not currently used by ENFORCER
cf~nt f;:icllities
FunctJon tS ror ICS Techoic::il Support only not currently used by ENFORCER
client f3cilities
Chell this button to freeze the fist or drspl.lyed calls (displays point-in.time list 3nd
"freezes· the dyn3m1c display of c311 activity),
Cliclt this button to monitor the c3ll After you click this button, your def3uU Cal
Player opens on top of the Monitor Phones Window. The inm;:ite ;ind c;:iled party
:tre not noblied 3nd 3re not 3W3re that you are monitoring the c:alL
crick thJS button
to add 3 comm ent (note) to the Cal Derail Record for the call.
Function is ror ICS Techrvcal Support only not currently used by ENFORCER
cllent facilitJes
If fr.ludulenl activity or threatening behaVI()( rs detected on the call cick this button
to cut off l disconnect1the ca I
Cl1clt this button to tempororjy d t$3ble the phone station. II 3 c:all is currently 1n
pn>gress when you click 0 1s3ble. the inmate wl:t be 311owed to complete the c31
bef~ !he station is disabled If you wont to cut off the call before dtS3bling the
st3tion, elicit Cut off before you click Ois3ble.
Aftet you dick OIS3ble, the st31Jon will remain in 3 'disabled' state until you select
the st3b0n and then c tck En3ble .
C~ck
this button to re.enable the phone st3tJon.
C~ck this button to print the current list view from your browser. To prevent the
display from changing , you should dick the Freeze button pnor to pnntmg the
screen If you want to dispray a detaied record for a caD click the caa information
li ne , and then click the
Close
I
C ~ ck
..i..
icon to snow the Cal Details w111dow.
this button to dose the Monitor Phooes wlndoW
Monitor Phones - Call/Station Action Button Descriptions
Clicking on the "Map" tab will allow staff to view a geographical map of the
continental United States that shows a like between every call in progress, and
the last call made from every active station. Other map detail is also available,
for example, by clicking on the end point of one of the lines, the call detail is
presented, as shown below:
Centurylink Proposal: Page 91 of 225
RFP No. ADOC14-0000388 7/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
•
[=~
,·
.....
2 - SCOPE OF WORK
~
GJLQ1EJ
~ Dl1pl4y of C41ls In Proeron V1 .DJ.4
Zoom DUI
I r- C
ng zooms
r.
c 1101ng snows call
UM colors red ror alert, plnkfOt-tt cat • blue ror dtbt~r:yan fordtbd card
r- Clletdng centers
P
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sourtes
CIOtt
o,.en ror PPt. Otayfor tGll'lll etad calls, wtlllt for colttcl • ndotntt
MIRIAM .CS... ~
HIJ S0 '6
1-881-819-21 OJ
0.0
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AVER'( NINA
Map Display of Calls in Progress
2.4.9.2
The live monitoring function of the proposed IPS must allow for real time
monitoring of inmate calls in progress within each of the Department facility with
no delay in the monitoring. The Contractor must describe, in its response, how this
will be accomplished with the proposed system.
'"'"
=s.~~
Centurylink has read, understands and will comply.
Monitoring sessions occur in true real time with no delay in transmission of the
audio, using standard live audio streaming techniques. When a user selects a
call in progress to begin monitoring, the audio is streamed to that user live and
in real-time. All audio is buffered so even if a call is five minutes in when a user
begins monitoring the call, the user may scroll back to any point in the call and
listen to the audio using the Call Player scroll bar, as shown below:
Centurylink Proposal: Page 92 of 225
RFP No. AOOC14-00003887 /14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
.
.
2 - SCOPE OF WORK
--
•
· ' Celli ?!dyer V1 .006 csn:516171100505 Fuzelle, Cor ... r;J~(8]
csn 516177 100505 Fea:elle Corey Rav 1·410·910·5559
C~I
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burrer· 14 O secs Call Time 13 15 play paint· 9 ~ It
Call Player Scroll Bar
2.4.9.3
The proposed JPS must allow for the Department personnel to monitor inmate calls in
progress by entering the specific inmate PIN. The Contractor must describe, in its
response, how this is accomplished with the proposed system.
€::~ Centurylink has read, understands and will comply.
The Centurylink IPS does not allow selection of an inmate call for monitoring
by entering a PIN number. Our reasoning for not having this feature follows:
Based on the Department information in Attachment #5, showing an inmate
population and phone count of approximately 44,000 and 1, 190 respectively, if
all of the phones were in use at one time, only about 2. 7% of the inmates would
be making a call. Our experience is that the usage during a peak hour is
considerably less, around 10%. That would mean something less that 0.3% of
Department inmates would be making a call. The chance that staff would
actually find a call in progress to monitor by entering an inmate PIN is
extremely remote.
We feel there are two better ways to meet this requirement:
•
Set an alert to be notified when the inmate makes a call . This is
described in detail in Section 2.4.9.5 below.
•
Use the Display of Calls in Progress Screen (shown below) and sort by
the "Inmate no." field to see if the inmate in question is currently in a
conversation .
Centurylink Proposal: Page 93 of 225
RFP No. ADOC14-00003887 /14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
'
2 - SCOPE OF WORK
J
•
-
: Pro1ects
Map
I
Select
ProJect
Siie
Oroup
WSCC, Warm Spiings
Co11ec~onal
1c,o,?
155 Tatldng Stns
Oalerts
C•.,
All s1a11ons
Slatusl Statton
rec
1A1
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1A 2
iec
1B 1
iec
4AN2
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ueva~aooc
Show
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.,
All pl\Dnes
.,,
freeze
"'
I Number
I Min I Cos~ Inmate no I Name
1·775-946-1035
1·7112-355·2977
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Display of Calls in Progress Screen
•
2.4.9.4
The proposed IPS must allow for the Department personnel to monitor inmate calls
in progress by entering a specific telephone number. The Contractor must describe,
in its response, how this is accomplished with the proposed system ..
~~~~ Centurylink has read, understands and will comply.
As discussed in Section 2.4.9.3, immediately preceding this Section, our IPS
does not allow staff to select a call to monitor by entering a telephone number.
The rationale is the same; staff will have an extremely remote chance of
connecting with a live call by typing in a telephone number. As in 2.4.9.3, the
alert feature or the Display of Calls in Progress screen can be used as a
surrogate for this requirement.
2.4.9.5
The proposed IPS must allow for alerts or alarms that will notify the Department
personne l when a specific inmate is placing a telephone call thus allowing the
Department personnel to monitor that call while it is in progress. The Contractor
must describe, in its response, how this function will operate with the proposed
system
~~:~ Centurylink has read, understands and wiH comply.
Centurylink Proposal: Page 94 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
·--
.
.
2 - SCOPE OF WORK
Alerts can easily be entered into the Inmate Profile screen, as shown below.
~,,~
Cent uryL.1n k ·
~, ~~
INMATE PHONE SYSTEM
Kon.as DOC
User mhaynn "' ~:
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Status
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location
l Transfet
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last Name
SMITH
• 06ll250
Flt5t Name
M CHAEl
J
Email Addttss(tS):
PIN. 10061151
J
ID 10061151
High Profile
TOO "
Pagtlf Number(s).
I Passcode _I_ __
MonitCM' Number(s t.
~ /Pass~ Pin Reset
PlyfMl!I Email(st
Recorded Name
Genetal
Class
Rate Gniup Otf3un • Tracking Group Uo ...
Rtslrict E:}:a11s Ewry IC]
•
~
Max PANs Allowed.
Free Calls Allll'llltd 0
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Default· 20
Remaining:
l[=:J Disabled
_, last Resat ,_
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Inmate Profile Screen
There are five types of alerts that can be set
Alert Type
Email
Address( es)
Pager Number(s)
Monitor
Number(s)
Payment Email(s)
Purpose
When checked, the Enforcer sends an email message to one or more
defined addresses when a call is made using the inmate PIN. An email
alert is recommended as a backup contact method when a Monitor alert
(phone number) is set up for the inmate. You may enter up to 120
characters in this field, Use a comma to separate multiple email
addresses.
When checked, the Enforcer places a "notification" call to defined pager
numbers or sends a text message to defined cell phones when a call is
made using the inmate PIN. All pagers will be called. Use a comma to
separate multiple numbers.
When checked, the Enforcer places a "notification" call to defined
numbers when a call is made to the called party. This notification
enables a detective or investigator to acknowledge, and then monitor the
call in progress. Only the first number that acknowledges will be able to
listen to the call. Use a comma to separate multiple numbers.
When checked, the Enforcer sends an email message to one or more
defined addresses whenever a payment is made on the inmate's Debit
Centurylink Proposal: Page 95 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
2 - SCOPE OF WORK
..
Genera
2.4.9.6
account. You may enter up to 120 characters in this field. Use a comma
to separate multiple email addresses.
When checked, this setting turns on the alert flag in Call Detail Records
(CDRs ) and in the Call MonitorinQ function {red Alert icon).
It is desirable that the IPS provide the alerts listed above via e-mail address,
wireless pager and/or cellular telephone. The Contractor must list, in its response,
the devices to which the IPS can send alerts.
;~:~ Centurylink has read , understands and will comply.
As described above in 2.4.9.5, the System provides alerts to email addresses.
pagers, and both landline and cellular telephones.
2.4.9. 7
It is desirable that the IPS provide the alerts to the devices in a multiple target
mode. For example, the alert is sent to a cellular telephone. If unanswered, the call
would then send via e-mail or to a pager number.
~:J Centurylink has read, understands and will comply.
Investigators can set the System to automatically transfer calls to them for
monitoring wherever they may be by using Centurylink's "Find Me, Follow Me"
service. "Find Me, Follow Me" allows call alerts to
phone multiple investigator telephone numbers
Best-in-Class Solution:
(such as an office number. cell number, and home
Find Me, Follow Me
number), trying each number in succession until
the investigator answers and enters the correct
This feature, currently in
use at NDOC, enables a
access code; this feature dramatically increases
1 single alert to try more
the probability than an investigator will be located
than one number to
and can monitor a call of interest while it is still in
contact an investigator
progress.
2.4.9.8
The proposed IPS must allow for the Department personnel to monitor inmate calls
in progress for a site remote from the Department facility from which the call is
placed. The Contractor must state, in its response, how this will be accomplished
with the proposed system.
:;~:~ Centurylink has read, understands and will comply.
The Centurylink System is centralized ; there will be no facility-specific systems
which means that all Department facility calls and data will handled by one
system, regardless of the facility's location. Personnel at on site can monitor
any call in progress at any other facility. The remote staff member will need to
have access to a computer with Internet access.
Centurylink Proposal: Page 96 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
_J
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2 - SCOPE OF WORK
I
2.4.9.9
It is desirable that the IPS call monitoring capability allow for remote monitoring of
the inmate calls in progress from within the facility (e.g., officers in towers, etc.).
The Contractor must state, in its response, what is required to provide this remote
call monitoring within the particular the Department facility.
;·:~ Centurylink has read, understands and will comply.
Any member of the Department's staff who has the proper authorization can
monitor inmate calls. The only requirement is that those individuals have
access to a computer with Internet access. This also holds true for anyone not
at a Department facility.
2.4. 10 General Telephone Equipment Requirements
2.4. l 0.1 The Inmate Telephone Station Equipment required for the Department must
consist of four (4) types of telephones as listed:
2.4. l 0.1.1 Type 1: Wall Mounted Telephones (Indoor)
2.4.10. 1.1.1
•
The first type must be permanently mounted wall
telephones meeting the following specifications:
~:J: Centurylink has read, understands and will comply .
2.4.10. 1.1 .2 All Inmate Telephone Equipment must be of new
manufacture and be provided (and installed) with the
proposed IPS at no cost to the Department.
;::~ Centurylink has read, understands and will comply.
2.4.10.1.1.3 The Contractor must provide all required materials,
hardware, software and telephone cabling (where re-use
is unavailable or new locations are required) to install
the proposed inmate telephones.
;~:~ Centurylink has read, understands and will comply.
2.4.10.1 .1.4 The Contractor is responsible for reimbursing the
Department for any construction costs incurred to
facilitate the installation of the inmate telephones.
;:J
Centurylink has read, understands and will comply.
2.4.10.1.1.5 All inmate telephones must be powered by the IPS
Centurylink Proposal: Page 97 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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~
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2 - SCOPE OF WORK
system and require no additional power source at the
instrument.
;::$ Centurylink has read, understands and will comply.
2.4. I 0.1 .1.6 The inmate telephone instrument must be compact in
design. The Contractor must include photographs of the
proposed inmate telephones in its response.
. ..
~
~. ~::
Centurylink has read, understands and will comply.
Centurylink will install the Wintel ITC7090SS Coinless Inmate Phone with volume
control, which is the overwhelming choice for inmate facilities throughout the industry.
This hardened inmate phone meets and exceeds the listed requirements for the Type 1
and Type 3 listed above.
The inmate telephones have been constructed to be tamperproof and are constructed of
14-gauge stainless steel and designed for indoor or outdoor inmate use. Features and
benefits of the Wintel ITC7090SS are listed below:
•
•
•
•
•
Magnetic hook switch
Built-in volume user controlled volume "LOUD" button on
all inmate telephones.
Meets all ADA requirements for user controlled
amplification.
Rugged vandal resistant housing especially designed for
inmate use.
•
Sealed handset suitable for heavy use and abuse areas.
•
Security screws to minimize tampering.
•
Confidencer technology filters out background noise at
the user's location.
•
Armored handset cord equipped with a steel lanyard
(1000 lb. pull strength) and secured with vandal resistant retainers.
•
Hearing aid compatible and FCC registered (DF4USA-75652-CC-E)
2.4. l 0.1.1. 7 The inmate telephone instruments must not include coin
entry slots or coin return slots regardless of whether
these functions are disabled.
~::~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 98 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
'
•
2.4. l 0.1. 1.8 The inmate telephone instruments must not contain card
reader capabilities or slots used to identify inmate
telephone accounts for purpose of debiting inmate
telephone accounts.
;:~ Centurylink has read, understands and will comply.
2.4.10.1.1.9 The Contractor must provide a unique number,
physically imprinted on each Inmate Telephone so that
the number can be seen by the Department personnel for
the purposes of reporting troubles and troubleshooting
problems. As new inmate telephones are added or
telephones are replaced they must be identified in the
same manner and all appropriate paper work must be
updated to reflect the addition.
~~~~ Centurylink has read, understands and will comply.
•
2.4.10.1.1.10 The inmate telephones must be capable of reducing or
eliminating background noise to the inmate using the
telephone. The Contractor must describe, in its response,
how this will be accomplished with the proposed inmate
telephone instruments (e.g., confidencers, phone
enclosures, etc.).
Centurylink has read, understands and will comply.
The Wintel 7090 SS inmate telephone uses confidencers to minimize background noise.
2.4.10.1 .1.11 All inmate telephones must provide volume controls
which allow inmates to amplify the called parties voice.
~~~~ Centurylink has read, understands and will comply.
2.4.10.1. 1.12 The Contractor must provide dialing instructions as well
as a warning that states This Call is Being Recorded to
the inmate in English and Spanish on each inmate
telephone in a manner which reduces the possibility of
being destroyed. Simple labels or other accessible
Centurylink Proposal: Page 99 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
surface instructions will not be acceptable to meet this
requirement.
~) Centurylink has read, understands and will comply.
2.4.10.1.1.13 The Contractor must maintain the above required
telephone dialing instructions and warning statements
for legibility and accuracy during the course of this
contract.
(~ Centurylink has read, understands and will comply.
2.4.10.1.1.14 The inmate telephone instrument must not be capable of
being used to program any feature of the proposed JPS.
~~~~ Centurylink has read, understands and will comply.
2.4.10.1.1.15 All of the proposed inmate telephones must be
compliant with all applicable requirements of the
American with Disabilities Act (ADA).
fj
Centurylink has read, understands and will comply.
2.4.10.1.2 Type 2: Max Custody Unit/Facility
2.4.10.1.2.1 The second type of inmate telephone instrument must be
portable or movable inmate telephones that are used
mainly in special management units and must be
manufactured to withstand abuse (physical, liquid, etc.)
as well as be compact enough to fit through standard food
slots. Industry standard 2500 telephone sets will not be
acceptable at meeting this requirement. The Contractor
must state how it will allow the Department to secure the
touch tone pad after the special management units inmates
initial call now has been placed.
~~~~
Centurylink has read, understands and will comply
Centurylfnk will provide a corrections grade cordless phone solution that
is shatter/impact resistant, submersible, and otherwise suitable for the
correctional environment. Cordless mobile phones will be provided to
Department facilities, maintained and replaced by Centurylink throughout
the term of the Agreement.
Centurylink Proposal: Page 100 of 225
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
-
2 - SCOPE OF WORK
-··
•
The Wireless Solution Centurylink has chosen is the
DECT 6.0 Cordless Phone with a submersible
waterproof handset. This unit has been successfully
deployed in other Centurylink markets with a great
deal of success. With its waterproof casing and
floating cordless handset, this submersible cordless
phone provides the mobility required by the
Department. W th DECT 6.0 digital technology, this
cordless phone avoids interference from wireless
networks and appliances, giving crystal clear sound.
This technology also offers better security against eavesdropping and an
improved range over other phone systems.
Each handset has an eight hour talk time and seven days of standby
power. Before being placed into service every cordless mobile phone will
have memory I redial functionality removed or disabled by CenturyLink so
that Inmates are not able to see or access another Inmate's calling
information.
2.4.10.1.2.2 The Contractor must describe, in its response, how these
movable or portable telephones will be moved from one
cell to another by the Department personnel to allow for
inmate calling.
::,,~
. ....
CenturyLink has read, understands and will comply
The DECT 6.0 cordless handset measures approximately 2Mwide by 6" tall
by 1.25" deep, which allows the handset to be easily moved between cells
and passed through the food slots.
2.4.10.1.2.3 The Contractor must provide a special management unit
telephone that includes all call restrictions of the IPS
with regard to inmate PINs, call duration, etc.
~~:~
CenturyLink has read, understands and will comply
All call restrictions on a "normal" inmate phone will also be available to the
portable inmate phones.
2.4.10.1.2.4 The
CenturyLink Proposal: Page 101 of 225
RFP No. ADOC14-00003887/14-066-24
Contractor must
provide
the
most
current
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
technology when supplying cordless telephones. The
cordless phone must also be the most currently durable
phone available on the market. Subject to approval by
ADC
~· ·=
.. I ~..
Centurylink has read, understands and will comply
2.4.10.1.3 Type 3: Outdoor Telephones
2.4.10.1.3. I The third type of Inmate Telephone Station
Equipment must be all weather inmate telephone
sets to be used in some outdoor conditions as
various Department facilities.
;;:~
Centurylink has read, understands and will comply.
2.4. I 0.1.3.2 The outdoor inmate telephone instruments must
meet all requirements of the Type 1: Wall Mounted
Telephones (Indoors) described in this section. The
Contractor must state this compliance in its
response.
=t~
Centurylink has read, understands and will comply.
Centurylink will use the same Winter ITC7090SS Coinless Inmate
Phone for the outdoor inmate telephone instruments as for the Type
1 Wall Mounted Telephones. This unit is designed to also be used
in an outdoors environment.
2.4.10.1.3.3 The outdoor inmate telephone instrument must be
weather-proof to ensure durability in outdoor conditions.
~;~
Centurylink has read, understands and will comply.
2.4.10.1.4 Type 4: TDDfITY Devices
2.4.10. 1.4.1 The Department currently has inmates who are deaf or
hearing impaired and must place out going telephone
calls via a TDDITTY. The Contractor must describe, in
its response, how such calls will be conducted in
conjunction with the proposed IPS.
;::s
Centurylink has read, understands and will comply.
Centurylink Proposal Page 102 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
I~
2 - SCOPE OF WORK
Centurylink will install the Ultratec Superprint 4425 TDD device, which is
the overwhelming choice for inmate facilities throughout the industry.
Features and benefits of the Ultratec Superprint 4425 TOD device are
listed below:
o
:::>
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
Built-in 24-character printer
Three selectable print sizes
32 K memory
Memos you can name for easy
recall and sending
Keyboard and memory dialing
Call progress (display shows
whether line is ringing or busy in
direct connect)
Tone-and-pulse dial
Auto-answer (direct connect)
Remote message retrieval
Auto ID
Time and date
TTY voice announcer
User-programmable relay voice announcer
20-character vacuum fluorescent display
Rechargeable batteries
Optional ASCII code
Optional large visual display port (includes ASCII)
•:• DISTINGUISHING FEATURE•:•
Call control for hearing-impaired inmates will be provided through the
Centurylink Enforcer System. The System provides the ability to place
outgoing telephone calls utilizing an Ultratec Superprint 4425 TDD
device integrated with the IPS, which means all call control features are
maintained-including live monitoring of the text.
The technology that will be provided will eliminate the need for a staff
member from having to initiate the call process. Also, it means that
inmates will not gravitate to TDDs in order to try to defeat the Enforcer
security features. The inmate calling process is initiated when the inmate
types the information into the TDD device that will dial out through the
IPS to the Telecommunication Relay Center.
Call progress tells the inmate if the phone their calling is ringing or busy
via an LCD display. Convenient arrow keys make it easy to review
Centurylink Proposal: Page 103 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
:
2 - SCOPE OF WORK
~
information saved in memory. The TTD Announcer lets hearing people
know the inmate is on the line.
The User-programmable Relay Voice Announcer tells hearing callers to
use a TDD or use relay, and gives the phone number for the inmate's
relay service. Auto ID notifies called parties that the inmate caller is
using a TTD.
2.4.10.1.4.2 The Contractor must describe, in its response, how
outgoing inmate calls via the TDDfITY are conducted
in the following circumstances while maintaining all
call controls:
2.4.10.1.4.2.1 standard telephone
inmates call list.
number
on
the
2.4. l 0.1.4.2.2 Toll free number for the deaf relay
service;
2.4.10.1.4.2.3 711 deaf relay service call;
•
;:J
Centurylink has read, understands and will comply.
All call controls are maintained regardless of how the call is placed,
either on a normal inmate telephone, a portable telephone, or on a
TDD telephone.
2.4.10.1.4.3 The Contractor must describe, in its response, how
outgoing call control for TDDfITY users is maintained
with the proposed JPS.
;~:~
CenturyLink has read, understands and will comply.
The call is handled exactly like a call placed over a regular inmate
telephone. All restrictions, including allowed numbers, privileged
numbers, and inmate restrictions apply to the TDD call without any
exceptions.
2.4.10. 1.4.4 The Contractor must provide adequate TDDfITY or
suitable devices to each of the Department facility,
maintain such devices as well as provide additional
Centurylink Proposal: Page 104 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
I
•
devices, at no cost, when requested by a specific
Department facility.
Centurylink has read , understands and will comply.
2.4. l 0.1.4.5 The Contractor must provide TD DITTY or ·suitable
devices which contain a digital display (e.g., LCD,
LED, etc.) and a printing device.
;:~
Centurylink has read, understands and will comply.
2.4.10.1.4.6 The Contractor must provide TDDrITY or suitable
devices that allow the inmate conversation to be printed
in real-time allowing the Department to have a hard
copy of the inmate conversation with the exception of
privileged calls to attorneys, etc.
Centurylink has read, understands and will comply.
•
2.4. 10.1.4.7 The Contractor must describe, in its response, how
inmate call will be invoiced (and to whom) when the
inmate uses the TDD/TTY device to place a call.
Centurylink has read , understands and will comply.
Calls are invoiced exactly as a standard prepaid, collect, or inmate
debit call. The exception would be a call placed to a relay service;
typically these are placed to an "800· number and are free, but the
IPS vendor does not have any control over charges applied by some
relay services.
2.4.11 Data Back-Up
2.4.11 . 1 The Contractor must perform all system and database back-ups and
archiving. All archival hardware, supplies, network and recovery
procedures which ensure that no data shall be lost must be provided
by the Contractor at no cost to the Department.
;~~~ Centurylink has read, understands and will comply.
Our response to this requirement is combined with the response to 2.4.11.2
immediately below.
Centurylink Proposal: Page 105 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
I
2 - SCOPE OF WORK
'
2.4.11 .2 The Contractor must be capable of recovering all system data for all locations,
to the point of full system operation, using a system backup.
~:~ Centurylink has read , understands and will comply.
Centurylink operates two separate data centers to ensure that if the primary
center is Jost due to a catastrophic event. no data are lost and full system
operation can be transferred to the secondary site. All system components servers, storage arrays, routers, network connectivity, power, HVAC, etc. - are
engineered with backups within each data center.
All infrastructure needed to ensure complete data (both call detail records AND
recordings) as well as system operation backup will be supplied by Centurylink
at no cost to the Department.
Telco-grade Network Design
•
As "The Phone Company" throughout most of Arizona and a Tier 1 network
and data center provider nationwide, Centurylink, Inc.'s assets allow us to
engineer for maximum resiliency and redundancy, and provides end-to-end
network management that no other provider can match, from network design,
installation, diagnostic, and break-fix capabilities .
Centurylink recognizes that loss of recordings or other data potentially poses a
threat to public safety - even one lost recording is not acceptable. As the only
network provider in the inmate communications business, Centurylink, lnc.'s
corporate assets allow us to cost-effectively ensure this does not happen.
Critical benefits to the Department:
•
Highly scalable and redundant connectivity to Department sites
./ Storage of call records and recordings in redundant storage hardware
within each site, as well as storage at two separate locations, with
network sized to handle additional transactions such as inmate inquiries
by phone (commissary ordering, account balance inquiries, etc.)
../ Redundant call processing capacity networked for failover in the case of
a catastrophic event
•
Control
./ Ability to expedite provisioning of extra capacity if necessary
./ Faster resolution of issues if they occur
The following diagram provides a visual representation of the network and data
Centurylink Proposal: Page 106 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
Request for Proposal (RFP) No. 14-00003887 ADC No. 14/066/24
Inmate Telephone System
Statewide
Century Link
Pages may appear to be missing, however have been deemed confidential and
have been redacted
-
2 - SCOPE OF WORK
center infrastructure that Centurylink will provide for the Department:
•
2.4.11.3 The Contractor must describe, in its response, the back-up schedule for:
2.4.11.3. l The local system programming databases for each of the Department
facility;
2.4.11.3.2 The central Contractor maintained programming database for all
Department facilities;
2.4.11.3.3 All inmate call records for each of the Department facility;
Centuryl n" Proposa · Page 107 of 225
RFP No ADOC14-00003387 l 4-066-24
Arizona DOC StateN1de Inmate Telephone Systam
Submitted: May 22. 2014
l
2 - SCOPE OF WORK
2.4.11.3.4 All inmate call records for all Department facilities maintained at the
Contractors site;
2.4.11.3.5 All inmate call recordings for each of the Department facility;
2.4.11.3 .6 All inmate call recordings for all Department facilities maintained at
the Contractors site.
.........
~.•~
CenturyLink has read, understands and will comply.
No data will be saved at any Department facility, all call recordings, call detail
records. inmate data. and other IPS data will be stored at the primary data
center in Atlanta. Data at the primary center will be almost instantly replicated
at the secondary System located in our San Antonio data center. The primary
and secondary systems feature RAID disk technology for redundancy to
minimize the risk of a single disk drive failure. This ensures that there is always
a full backup of all Department data at all times, and that this back up is
geographically separated. A graphic representation of our dual data center
approach is shown above in Section 2.4.11.2.
•
2.4.11.4 The Contractor must state, in its response, if these system back-ups are performed
in real-time (e.g., as the transaction/call completes) or as a pre-scheduled time
during the day.
=t~ CenturyLink has read, understands and will comply.
All system back-ups are replicated and backed up in real-time. Call data and
call recordings are written in real-time to the primary System and storage
servers at our primary data center ain Atlanta. Call detail records, inmate data.
and call recordings are then replicated to the secondary System in San Antonio
for immediate availability or failover in the event of a disaster at the primary
data center.
2.4.11.5
The Contractor must describe, in its response, how the local JPS
databases at all Department facilities will be kept current with the IPS
backups at the Contractor site in case of required re-programming or
system recovery at the Department facility.
~/.~ Centurylink has read, understands and will comply.
Because we are proposing a centralized architecture, all data is
hosted off-site at our Data Center in Atlanta. There is no local
database at the facility to keep current. All data is maintained and
Centurylink Proposal: Page 108 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
l
2 - SCOPE OF WORK
backed up off-site in real-time, as described above in Sections
2.4.11 .2 and 2.4.11 .3.
2.4.11.6
The Contractor must agree, in its response, that the Department retains
ownership of all archived information, call detail, inmate records, etc.
The Contractor must agree, in its response, that the Department has the
right to obtain all achieved information, call detail, inmate records, etc.
associated with the IPS regardless of the location of such information
within the Contractors organization or site.
;\~ Centurylink has read, understands and will comply.
Centurylink agrees that the Department retains ownership of all
archived information, call detail, inmate records, call recordings,
etc. and has the right to obtain all achieved information, call detail,
inmate records, call recordings, etc. associated with the ICS
regardless of the location of that information within Centurylink.
•
Additionally, all data is stored online for the life of the contract.
Storing your call data online for the life of the contract ensures that
the Department will always have quick access to all call
recordings and data. There will never be a wait for data while
waiting for an archive to be loaded.
2.4.11.7
The Contractor must describe, in its response, how it will provide
system security for all data stored locally and at its central storage
location. Such security description must include system security as
well as how access to such sensitive information will be performed
within the Contractors organization.
;:~~ Centurylink has read, understands and will comply.
2.4.12 IPS Management/Administration Requirements
2.4.12.1 The Contractor must propose an IPS that can be administered on-site by the
Contractors personnel and the Department personnel.
;:~~ Centurylink has read, understands and will comply.
Anyone with a password and log-in ID granted by Department administrators can access
the system, whether from a remote location or on-site, from any computer with Internet
access. All functions, including granting access to staff, will be administered on-site;
there is not a requirement for Centurylink to remotely administer any function.
Centurylink Proposal: Page 109 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
.....
2.4.12.2 The Contractor must propose an IPS that allows for changes to be administered in
"real time while the system is in use. The proposed system must not require the
system to be taken off line to make additions, changes or retrieve reports .
. ,, ,,.
::.•!! CenturyLink has read, understands and will comply.
All functions of the IPS can be performed without taking the system off line, and all
changes made in the IPS are effective immediately; there is no lag in new data being
available to the Department.
2.4.12.3 The Contractor must propose an IPS that provides a Graphical User Interface (e.g.,
Microsoft Windows) for both system administration and system reporting
functions. The Contractor must provide samples of its user interface screens with
its response.
.,..
:I!,.~
•
Centurylink has read, understands and will comply.
The Centurylink IPS is built on a Graphical User Interface (GUI); all features are
accessible through a menu-driven interface. Throughout our response, we have used
screens that illustrate the GUI nature of the System; we will include a brief overview in
this section of the interface.
Once a staff member accesses the System, they are greeted with a simple GUI screen
with 11 logically grouped tabs; when the cursor moves over each tab, the subtabs are
displayed, as shown below:
.
~A ~~
Centurylmk
__
_.,
INMATE
PHONE SYSTEM
-----;
~, ,~
t~'.Ctl.11
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Scrolling over the first submenu allows the user to access another submenu with
additional selections. Typically the submenus are limited to no more than two per tab for
ease of use by staff.
Centurylink Proposal: Page 110 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
2 - SCOPE OF WORK
..,,.. ·-.
__
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INMATE
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In the above example, the user has selected the "Reports" tab, then the "Inmate
Information" sub-tab, and then the "High Volume Callers" report on the second sub-tab,
which generates a screen where the desired parameters can be entered to generate the
report, as shown below:
•
~~ ,~
~~ ~~
-
CenturyL"1n k
Demo
INMATE PHONE SYSTEM
Unr ftfl1yntt t<t •
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2.4.12.4 The Contractor must describe, in its response, what system administration
functions are available with the proposed JPS (i.e., new account entry,
account/record modification, account deletion, etc.).
;·:~ Centurylink has read, understands and will comply.
Anyone with a password and log-in ID granted by Department administrators can access
Centurylink Proposal: Page 111 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
t
,
the system, whether from a remote location or on-site, from any Internet-enabled
computer.
This access allows users to perform any of the features and functions of the IPS that are
available on-site, including debit entries, monitor live calls, listen to recorded calls,
access recordings, search system data and generate reports as though they were onsite. All system functions can be performed by any approved user who presents the
proper user ID and password during Administrator login.
•
•
•
•
•
•
•
•
Report Generation
PIN Administration
Allowed Number List Administration
Blocked Number Administration
Call Record Queries
Call Monitoring
Call Alert Administration
•
•
Privileged Number Administration
•
•
•
•
•
Call Recording Search and Playback
Call Recording Contra
Call Recording Export to CD or DVD
Phone Shut Down
Call Terminate
Inmate Calling Privilege Management
2.4.13 PIN Transfer Between Department Sites
2.4.13 .1 The Department makes transfers of inmates between facilities on a daily basis
(Monday through Friday). In addition, unscheduled inmate transfers can occur at any
time or on any day. Although the Department understands that there will sometimes be
unusual circumstances to prevent such, it is important that the PIN assigned to the
transferred inmate be active at the new facility within 12 hours after the physical
transfer via an automated process. This process shall be compatible with an Inmate
Management System. The Department will provide the Contractor with a list of
inmates to be transferred on a daily basis to assist in facilitate this PIN transfer.
:f:~
Centurylink has read, understands and will comply.
The proposed configuration is a centralized architecture, meaning that there is only one
database serving all facilities that make up the Department. Since there is only one
database and it is located at our centralized data center. inmates can transfer to any
facility at any time with no delay in using their inmate phone account. With IMS
integration, as soon as the inmate's information is updated in the IMS and shared with
CenturyLink, it is reflected in the inmate phone system.
Inmate accounts and PINs can be established and updated automatically through a
direct interface with the facildy's Inmate Management System or through manual entry. If
the interface option is preferred, the information entered during the commitment process,
transfer, or status change is shared with the phone system automatically, and no
additional entry is required.
Centurylink Proposal: Page 112 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
The IPS features an open architecture that allows it to easily integrate with other Inmate
Management systems. The IPS can accept data in virtually any format, affording it great
flexibility in interfacing with other vendors to automate the flow of information at the
facility across multiple systems.
2.4.13.2 The Contractor must describe, in its response, how it will perfonn
unscheduled PIN transfers to ensure that the transferred inmate has access to
their attorney through the !PS.
;;~$ Centurylink has read, understands and will comply.
PIN transfer can be easily automated if The IPS is integrated with the IMS. PINs will
become active as soon as the inmate is committed and will follow the inmate each time
they are transferred. The system can be configured to create PINs at time of
commitment and set inactive at time of discharge. In addition, the system supports the
retention of specific inmate PINs where the inmate is incarcerated in absentia due to , for
example, trial or hospitalization at a separate location. If The IPS is integrated with the
IMS, the Inmate ID function reflects the status of the inmate, whether released,
transferred, active, etc. based on the status in the IMS in real-time.
- -----
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Inmate Status in the Inmate Profile screen
Inmates can transfer to any facility at any time with no delay in using their inmate
phone account. With IMS integration, as soon as the inmate's information is updated in
the IMS, it is reflected in the inmate phone system.
2.4.14 Semi-Annual Review
2.4.14.1 The Contractor must conduct a semi-annual review of the inmate PIN database to
ensure that all Department staff, volunteers, consultants, etc. telephone numbers are
not part of the system allowable number lists. T he Department wi ll provide a list of
appropriate telephone numbers.
Centurylink Proposal: Page 113 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22 2014
2 - SCOPE OF WORK
;'~~ Centurylink has read , understands and will comply.
2.4.15 System Reporting Function
2.4.15. l The proposed IPS must provide a system reporting package accessible by the
Department personnel. This reporting package must allow for the querying of inmate
call records and include a graphical user interface (GUI) for ease of use.
;::$ Centurylink has read, understands and will comply.
The IPS system provides centralized reporting capabilities, allowing facility users to
generate reports immediately and in real time. The IPS's browser-based application
allows searching and reporting of all inmate calls to any authorized user through a
simple, point-and-click GUI (Graphical User lnterface).The system comes preconfigured
with an extensive list of standard reports. Additionally, a facility user can generate realtime "ad hoc" reports by defining his/her own query based on data of interest - allowing
instant access to any report you could ever need.
Each call attempt results in the creation of a call detail record . The record includes
extensive information about the call, including the following:
•
•
•
•
•
•
•
•
•
•
•
•
Date of call
Start Time of Call
End Time of Call
Call Duration
Called Number (ANI)
Station & Trunk ID
PIN (if applicable)
Disposition of Call (accepted, denied, incomplete etc.)
Call Termination Reason
Call Charges (if accepted)
Recording indicator
Three-way call detect indicator
Call detail records are stored on system hard disks for the entire contract duration to
provide the facility with immediate access to historical call information throughout
the contract term. Extensive call detail reports are available to meet the requirements
stated. The following screen details the customization options available for call detail
reports. Samples of the most commonly used reports are provided in Tab 7, Divider 4.
Centurylink Proposal: Page 114 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
>
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Call Detail Records - Select criteria for custom query
The IPS has extensive search capabilities which can be used by any user with a valid
password and the appropriate permissions - whether they log in remotely or from an
onsite workstation. From the initial screen, call recordings can be retrieved based on:
•
•
•
•
•
Inmate PIN/ID
Inmate Name
Date Range
Called Number
Facility
Numerous additional fields are stored within each call record and can be used to further
customize reports and recording searches as shown below:
Centurylink Proposal: Page 115 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
~.
-
I
·
2 - SCOPE OF WORK
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INMATE PHONE SYSTEM
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Call Detail Records - Select More Search Criteria
Centurylink Proposal: Page 116 of 225
RFP Nol ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
L.
2 - SCOPE OF WORK
By clicking More Search Criteria the user is
provided with an extended list of call
recording search options as shown at right
MinCSN
Selected calls may be quickly and easily
exported to CDR media in either MP3 or
audio format and emailed, saved to CD, USS,
etc. Emailed call recordings are forwarded as
an email attachment, and the file size for a
compressed 15-minute recording is
approximately 2 MB.
~arch C.ORs
More Search C<tterra
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Ad-hoc Reporting-Additional Search
Criteria
2.4.15.2 The proposed !PS must allow for the generation of reports by the Department
facility, a combination of the Department facilities or all Department facilities.
€~:~ Centurylink has read, understands and will comply.
Reports may be generated for one facility, a combination of facilities or all facilities.
2.4.15.3 The proposed IPS must allow for the generation of reports by the
Department personnel based on their user access level.
~:!: Centurylink has read , understands and will comply.
The IPS has extensive search capabilities which can be used by any user with a valid
password and the appropriate permissions to retrieve call recordings and generate
custom reports - whether they log in remotely or from an onsite workstation .
Centurylink Proposal: Page 117 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
2.4.15.4 l11e proposed IPS must provide for standard or custom reports that
provide for the following, at a minimum:
•
2.4.15.4.1
2.4.15.4.2
2.4.15.4.3
2.4.15.4.4
2.4.15.4.5
2.4.15.4.6
2.4.15.4.7
2.4.15.4.8
2.4.15.4.9
2.4.15.4.10
2.4.15.4.11
2.4.15.4.12
2.4.15.4.13
2.4.15.4.14
2.4.15.4.15
2.4.15.4.16
2.4.15.4.17
2.4.15.4.18
2.4.15.4.19
2.4.15.4.20
Monthly revenue by prison location and phone
Chronological List of Calls
Daily Call Volume Summary
Daily Call Volume Detail
Weekly Call Volume Summary
Weekly Call Volume Detail
Inmate Account Summary
Inmate Account Detail
Frequently Dialed Numbers
Specific Telephone Number Dialed Usage
Suspended Inmate Account
Alert Notification
Telephone Numbers Called by More Than One Inmate
Telephone Numbers Assigned to More Than One Inmate Account
Quantity of Calls per Inmate Account
Quantity of Minutes per Inmate Account
Blocked Telephone Number List
Local Exchange Volume (by Exchange)
Area Code Volume (by Area Code)
Ability lo create customizable reports
Centurylink has read, understands and will comply.
The IPS system provides centralized reporting capabilities, allowing facility users to
generate reports immediately and in real time. The system comes preconfigured with an
extensive list of standard reports. Additionally, a facility user can generate real-time gad
hoc" reports by defining his/her own query based on data of interest - allowing instant
access to any report you could ever need. And , although it's easy to define your own
report parameters in The IPS, Centurylink is happy to assist by creating any new,
customized reports that are desired.
Authorized facility users may create all reports listed above by logging into our
web-based GUI and selecting the desired parameters for each report.
The following is a list of the standard reports available on the IPS. Samples of the most
commonly used reports are provided in Tab 7, Divider 4.
Centurylink Proposal: Page 118 of 225
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
Report Name
Admin Setup Only
Attorney Registration
Status
Attorney Registration
Rejects
•
Description
Provides a listing by inmate name of all "admin setup only"
(60-second free) calls made during a user-specified date
range. For each call, the report provides the inmate ID,
inmate name, facility name, called number, and called start
time.
Provides counts for attorney phone numbers in The IPS
global number list. For attorneys that have been approved,
rejected, or are pending approval, the report provides a
quantity, percent of total, and total quantity of attorney
phone numbers in ENFORCER.
Provides a list of all inmates for which a requested
registration of an attorney phone number has been denied
by administrative personnel at the site. This assists the site
in determining inmates who may be fraudulently attempting
to set up a non-recorded call to a number that is actually not
to an attorney's office.
Call Detail
Provides detailed information pertaining to called numbers
including billed start time, dialed number, site called from,
whether the call was recorded, cost of call. call type
(payment method). tariff type, duration of call, alerts
assigned, cost of call, inmate ID, and inmate last name.
Searches can be performed by site location, a particular
number, inmate id. connected only, completion code, tariff
type, 3-way events, call type, alerts. and date range.
Call Record Statistics
Provides a summary of calls by call type, completion code,
and call count. The report can be requested by site name or
for all sites for a user-specified date range.
Debit Balance
Shows the balance in the debit account for each inmate
who has set up a debit account to pay for phone calls . For
each account, the report lists the site name, inmate ID,
inmate name, account number, call number, inmate status
(active/inactive), and account balance. The report can be
requested by site, inmate status, and balance amount
(negative, positive, non-zero). Also, the report can be sorted
by inmate ID, inmate name, or site.
Debit Statement
Shows all transactions for debit card and PIN-based debit
including a beginning and ending balance, cost and duration
of calls , and deposits made to an inmate's account.
Debit Activity
Shows all deposits, transactions. refunds, and closing
balance for all debit accounts for inmates
Centurylink Proposal: Page 119 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
'
2 - SCOPE OF WORK
i>
Report Name
Debit Transaction
Frequently Used PANs
Summary
Frequently Used PANs
Detail
Frequently Called
Numbers
•
Global Number
Global Number History
Inmate Alerts
Inmate PANs
Inmate Status
Centurylink Proposal: Page 120 of 225
RFP No. ADOC14-00003887/14-066-24
Description
Provides a reconciliation record for all debit transactions for
an Inmate ID for a user-specified date range
Lists, by called number, all numbers that reside in an inmate
PAN list that have been called a high number of times.
Beginning with the most frequently-called number, the
report lists the called number, called party, number of
instances (calls), and the number of sites from which the
number has been called.
Provides a list by called number of all inmates who
frequently have called a PAN. The report lists the called
number, called party, the inmate ID and name of each
inmate who called the number, and the site from which the
inmate made the call.
Provides the total number of calls and total minutes of talk
time to a specific called phone number. The report can be
generated by site or threshold type (quantity of calls or total
minutes). Results are listed by phone number, called party
name, number of calls, and minutes.
Provides a detailed report for all parameters that are found
in the Global Number Table. This report can generate items
such as all blocked numbers, all free numbers, all do not
record (attorney) numbers, all notes, random note text
searches, and all alerts.
Provides historical records of all changes made to ANI
phone number to include an audit trail for users who made
the changes
Lists all alerts that have been activated for each inmate.
The report lists site name, inmate ID, inmate name (last,
first, middle), phone number, name associated with the
called number, and phone number/email address for each
alert type that has been set up.
Provides a PAN (personal allowed number) list for the
inmate. The report also includes any restrictions associated
with a PAN (blocks, free call, do not record, passive mode).
A listing can be printed for an individual inmate as well as
for all inmates.
Provides a listing of inmate IDs, passcodes, inmate account
status (active/inactive), site and location, the current
number of PANs being used and allowed, and any
associated notes. The report can be generated for a specific
inmate or all inmates, and can be sorted by inmate
active/inactive status.
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
,
2 - SCOPE OF WORK
I
Report Name
Number Alerts
PIN Fraud
Prepaid Balance Summary
Recording Access
•
Revenue
Revenue Summary
Station Activity
Station Group Privileges
Centurylink Proposal: Page 121 of 225
RFP No. ADOC14-00003887/14-066-24
Description
Lists all alerts that have been activated for a called phone
number. The report lists site name, phone number, name
associated with the called number, and phone
number/email address for each alert type that has been set
up.
Provides a listing of each call on which an inmate attempted
to use an incorrect PIN. For each call, the report lists the
site, CSN, station ID, station name, inmate name, inmate
ID, passcode, the PIN number attempted in the CDR, the
actual PIN, and extra digits.
Provides account (phone numbers) for all called numbers
that have an established prepaid Account. The report
includes the project number, billing ID, accounVphone
number, balance, and current status of active/non-active.
Provides a listing of all call records that have been listened
to during a user-specified date range. The report lists the
user ID of the person who listened to the call , the CSN,
inmate ID and name of the inmate who made the call, called
number, and date the user listened to the call record.
Provides call counts, durations, billed minutes, revenue and
revenue percentage for each call type, grouped by account
(payment) type. The report can be requested by specific site
or for all sites for any previous calendar month either in
PDF, Excel, or CSV format.
For each site defined to ENFORCER, provides revenue
summary information including facility name, number of call
attempts, number of completed calls, total minutes, and
revenue percentage. For all these categories, the report
also provides month-to-date data.
Provides a summary of all calls made for a user-specified
date range. The report can be generated by site. Results
are listed by site name, station (phone) port, station (phone)
name, attempted calls, accepted calls, accepted revenue
calls, revenue minutes, and revenue amount.
Provides a listing of station groups (phones) that are
assigned to specific inmates (i.e., phones from which
inmates are allowed to make calls). The system default is to
assign Inmates to use all station groups unless specific
assignments were made by the user.
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
Report Name
Inmate Suspensions
Trunk Usage
Volume Users
Description
Provides a listing of all inmate suspensions. The report lists
site name, inmate ID, inmate name (first, middle, last),
whether the suspension is full or partial, start/end date/time,
and user notes (usually a description of the reason for
suspension).
Provides a summary of all calls that have been dialed and
connected to the network by trunk. The summary is defined
by site name, trunk, out-dialed Calls, accepted calls, and
the percentage of accepted calls.
Provides a summary of high telephone volume usage by
inmates. The report can be generated by site or threshold
type (quantity of calls or total minutes). Results are listed by
site name, inmate ID, inmate name (last, first. middle),
number of calls, and minutes count (total minutes).
2.4.15.5 The proposed IPS must allow for selected reports to be generated
automatically based on The Department criteria (e.g., time of day, volume
of calls, particular inmate, etc.).
~) Centurylink has read, understands and will comply.
Centurylink proposes to provide the facility with Reverse Lookup capability. This
provides the facility with integrated access to the desired reverse directory capability.
From within a call record, the user can easily point. click and display the reverse
directory info for the specified called number. The database is accessed via a secure
link to the Internet and is constantly updated. Centurylink will provide the subscription
for the entire contract term and any extension terms at no charge to the facility.
Centurylink Proposal: Page 122 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2.4.15.6 The proposed IPS must allow for automatic generation of
reports by individual the Department facility or on a system
wide basis.
~:~ Centurylink has read , understands and will comply.
The proposed IPS allows for reports to be generated automatically by individual, faciJity,
or system-wide. The system comes preconfigured with an extensive list of standard
reports. Additionally. a facility user can generate real-time "ad hoc'' reports by defining
his/her own query based on data of interest - allowing instant access to any report you
could ever need. And , although it's easy to define your own report parameters in The
IPS, Centurylink is happy to assist by creating any new, customized reports that
are desired.
2.4.15. 7 The proposed IPS reporting function must allow for the
exporting reporting data to Microsoft SQL Server® at a
mm1mum.
~~:~ Centurylink has read , understands and will comply _
From any Call Detail Report, authorized facil ity users may quickly and easily export or
download call recordings and call data in standard file formats. Selected calls may be
quickly and easily exported to media in CSV, PDF, and Excel file formats, which can
be exported into Microsoft SQL Server®. In addition, call recordings may be
exported to MP3, WAV, or Speex formats. CDRs and call recordings can be emailed,
Centurylink Proposal: Page 123 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
~
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saved to CD, USB, etc. Emailed call recordings are forwarded as an email attachment,
and the file size for a compressed 15-minute recording is approximately 2 MB.
2.4.15.8 It is desirable that the IPS provide the Department personnel
that ability to simply click on the called number and be
provided with the name and address of the called party. The
Contractor must describe, in its response, how this function
is provided and how it operates with the proposed system.
;·:~ Centurylink has read , understands and will comp'ly.
Centurylink proposes to provide the facility with Reverse Lookup capability. This
provides the facility with integrated access to the desired reverse directory capability.
From within a call record, the user can easily point, click and display the reverse
directory info for the specified called number. The database is accessed via a secure
link to the Internet and is constantly updated. Centurylink will provide the subscription
for the entire contract term and any extension terms at no charge to the facility .
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2.4.16 Training Requirements
2.4. J6.1 It is instrumental to the success of the installation of the IPS
that the Department personnel be trained in various aspects
of the system operation. Therefore, the Contractor must
provide a complete training schedule based on the following
requirements.
;:~~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 124 of 225
RFP No. ADOC14-00003887 14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22 , 2014
l
2 - SCOPE OF WORK
Our goal is to familiarize the Department personnel with daily system functions, blocks,
reports , and investigative tools as well as emergency system shut down of the Inmate
Telephone System. We understand that different user groups will sometimes have
different training needs. As such, classes will be customized to fit the participants and
their Department assigned user roles. The user-friendly nature of The ENFORCER©
system makes it easy to understand and minimizes staff training time.
All personnel who have been identified as a trainee by the Department will receive the
requ ired system documentation and/or training manual. This document can be provided
in hard or soft copy. In addition, each trainee will receive notification of their user names
and temporary passwords with a URL link to access the system. The Department staff
training would be a three phase process as outlined below:
Phase 1 - Pre Cut Webinar
Each identified user will receive a printable copy of The ENFORCER® user guide via
email in PDF format.
Online training ("Webinar") will be provided at no cost in several sessions to all
Department participants beginning one month prior to the cutover of the new IPS. There
is no maximum number of attendees for Webinar training and Centurylink will schedule
as many sessions as needed based on the role of the users and their level of access.
Each participant must have access to a personal computer, workstation, or laptop with
access to the Internet. The online class ("Webinar") will serve as a presentation of the
IPS and preparation for the cutover process. The goal of Phase 1 Training is an
introduction and high level overview of the IPS; these sessions typically last one hour.
Participants will be able to ask questions and provide feedback during the training
sessions.
Phase 2- Formal Training at Cut Over
Formal no cost training will be provided immediately after cutover to address in detail
managing inmates, global numbers, monitoring, and the retrieval of call recordings .
These training sessions can be conducted onsite or at a central training location at the
discretion of the Department. This will allow multiple users an opportunity to see the
system details with live data. The training will be conducted utilizing a laptop and
projector and the training location must have internet access. Scheduled sessions will
be based on the number of users, their level of access and the needs of the Department
staff. The goal of Phase 2 training is to fully prepare The Department personnel to
operate the IPS. These sessions typically last approximately one hour depending on the
user level and run concurrent with the implementation plan to coincide with cut over
dates.
Phase 3 - Post Cut Follow Up Training
Follow up training will be provided no more than 30 days after all platform cutovers have
been completed and users have had a chance to start using the IPS. This training can
Centurylink Proposal: Page 125 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
~
2 - SCOPE OF WORK
•
•
be conducted onsite or via webinar at no cost to the Department. The training method
and the locations will be scheduled by the Department. The goal of Phase 3 Training is
to answer any new questions the users may have after working in the system. Phase 3
sessions typically last one hour depending on the needs of the users their level of
access and the questions they may have.
The standard training curriculum is detailed below. This is a typical training agenda
which can be customized for The Department.
A.
•
Day-to-Day System Administration
Logging In
User Access Control Settings
Call Process Flow
Call Record Search
Blocked Number Administration
Inmate Editor Function
Create a new account
ANI Advanced Privileges and Controls
Entering PANs
Alerts on Inmate Accounts
Disable Account
Search for Inmate Account
Print Account Information
Debit Account Administration
Interface functionality (if applicable)
B.
Investigative Functions
Monitoring
Call Disrupt Function
Recording
Recording Exempt Numbers
Setting Alerts (email, pager and phone)
Recording Search, Retrieval & Reporting
Recording Export to CD
Report Generation
C.
Automated Calling Process
Initiating a Call
Collect Call Process
Debit Call Process
PrePaid Collect
D.
Service & Maintenance
Receiving Trouble Reports
Information Gathering & Preliminary Trouble-shooting
Trouble Reporting Instructions
Email updates on trouble tickets
E.
Reference Tools - Manuals
Quick Reference Guide
User Guide
Centurylink Proposal: Page 126 of 225
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
--
2 - SCOPE OF WORK
Report Synopsis
Inmate Information Pamphlet in English & Spanish
Support Center
F.
Contact Information
Escalation List
Repair I Trouble Reports
CenturyLink will provide a customized tra ining curriculum for The Department. Training
classes will be scheduled to fit The Department's preferences and the schedules of the
personnel involved in the training.
Our systems have evolved with the input and recommendations by corrections
industry experts, investigators, security personnel and officers, who use the
systems on a daily basis, and provide the best feedback and concepts for further
improvements to the system.
Upon the release of any upgrades and/or enhancements to the IPS, the Department will
be notified and provided documentation of the featu res and functionalities contained in
that release, and If the Department deems refresher training is warranted, that training
will be provided at no cost.
Inmate Population Training
Inmate training is a simple but critical component of implementation. The Centurylink
Team's inmate training checklist includes the following :
•
Placement of posters in day room s and common areas (English and
Spanish)
•
New calling procedures
•
Account information for friends and family members (need to close out
previous accounts)
•
Debit funding processes (no change)
•
Placement of leaflets at or near the visitation area (English and Spanish)
•
Production of pamphlets for intake packet (if desired)
Family & Friends Training
Training for family and friends is equally as important. This is one area where the
Centurylink Team 's customer service program is most valuable. Upon an inmate's first
call to a number following cutover, prepaid account holders are automatically routed to a
live representative to initiate an account - not left to call us separately on their own.
Further, representatives are spedaUy scripted to explain policies during account setup,
including providing information on how to close out accounts and receive refunds from
the previous provider. Of course. website updates, leaflets at visitation, and other
communications further educate family members.
Kristine Dean, Program Manager, is the project lead for training. Kristine has been with
Centurylink Proposal: Page 127 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
!
2 - SCOPE OF WORK
~
Centurylink for nearly 15 years and is a proficient expert on the Enforcer System. Her
role will be to coordinate the training for the Department Staff who have been identified
as users of the system. She will schedule the classes with certified trainers, provide
training material, travel on site to provide one on one support when needed and facilitate
webinars . She has been designated as the single point of contact for all things related to
training. Kristine's past training experience includes ALDOC, Putnam County, FL, Pasco
County, FL, East Baton Rouge Parish, LA, Lenoir County, NC, Hillsborough County, FL,
Hernando County, FL.
2.4.16.2 The Contractor must provide all end-user training to the Department at no
cost.
--.1 ·,
::. ~~
Centurylink has read, understands and will comply.
2.4. 16.3 The Contractor must provide all end-user training on site at
the various Department facilities.
•
;~:~ Centurylink has read, understands and will comply .
2.4.16.4 The Contractor must provide training for various levels of
Department personnel
including
full-time
system
administrators, part-time system administrators, special
investigators and data entry specialists, etc.
;"~
,,,...
Centurylink has read, understands and will comply.
2.4.16.5 The Contractor must provide full training for all assigned
system users on how to create, delete and modify inmate
programming and profiles.
;~~~ Centurylink has read, understands and will comply.
2.4.16.6 The Contractor must provide full training for all assigned
system users on how to generate appropriate system reports.
;;,~ CenturyLink has read, understands and will comply.
2.4.16.7 The Contractor must provide full training for all assigned
Centurylink Proposal: Page 128 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
system users on how to maintain inmate alert levels and
respond accordingly when these levels are exceeded.
; ) Centurylink has read , understands and will comply.
2.4. 16.8 The Contractor must provide full training on all components
of the Inmate Calling System.
;:~ Centurylink has read, understands and will comply.
2.4. 16.9 The Contractor must provide full training on the provided
call recording function including the live monitoring of
inmate calls, playback of archived calls and the transfer of
calls to other media for playback at off-site locations.
..,,,..,
~.•f
•
Centurylink has read, understands and will comply.
2.4.16.10 The Contractor must provide full training for all assigned
Department system users on how to change inmate
restriction levels (by telephone, suspend PIN, etc.).
Centurylink has read, understands and will comply.
2.4.16.11 The Contractor must provide full training for all assigned
system users on how to initiate system restrictions
including the shutting down of individual inmate
telephones, groups of inmate telephones or the entire
facilities systems.
;::~ Centurylink has read, understands and will comply.
2.4.16.12 The Contractor must provide ongoing system training for
existing Department personnel when required by the
Department at no cost.
Centurylink Proposal: Page 129 of 225
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
-
2 - SCOPE OF WORK
•
;·:~ Centurylink has read, understands and will comply.
2.4.16.13 The Contractor must provide additional training for new
Department personnel when required by the Department at
no cost.
~~:~ Centurylink has read, understands and will comply.
2.4.16.14 The Contractor must describe, in its response, any
advanced system training that may be available to the
Department personnel whether provided on-site at the
Department facility or off-site at the Contractors training
facilities.
~:; Centurylink has read , understands and will comply.
•
In addition to the training described above, additional in-depth training on any feature of
the IPS will be made available to Department staff. This will be done either on-site or
by Webinars .
2.4.16.15 The Contractor must in its proposal include the name, title
and qualifications of the Contractor staff member who will
have the overall responsibility for training.
;~~~ Centurylink has read, understands and will comply.
Kristine Dean, Program Manager, is the project lead for training. Kristine has been with
Centurylink for nearly 15 years and is an expert on the Centurylink IPS. Her role will be
to coordinate the training for the Department Staff who have been identified as users of
the system. She will schedule the classes with certified trainers, provide training
material, travel on site to provide one on one support when needed and facilitate
webinars. She has been designated as the single point of contact for all things related to
training .
Kristine's past training experience includes the Alabama Department of Corrections,
Putnam County, FL, Pasco County, FL, East Baton Rouge Parish, LA, Lenoir County,
NC, Hillsborough County, FL, and Hernando County, FL.
2.4.16.16 The proposed JPS must provide for integrated help
function for system operation, administration, reporting
Centurylink Proposal: Page 130 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
il .
2 - SCOPE OF WORK
and management functions.
~::~ Centurylink has read , understands and will comply.
Documentation (User Manual, Quick Reference Guide, and a supplementary User
Manual for the media player) is provided online as part of the IPS system. This online
documentation, as well as Release Notes, are updated and published to all facilities
every time the IPS system is updated or enhanced. The documentation details how to
use all features available in The lPS, including system operation, administration,
adm inistration, reporting and management functions.
2.4.16.17 The Contractor must provide a live Help Desk support
function to the Department at no cost to the Department
during the term of this contract. This Help Desk function
must be capable of providing support via telephone to the
Department IPS personnel for the functions of the JPS.
This Help Desk function must be available Monday
through Friday, 8:00 am to 6:00 pm Arizona Time.
Centurylink has read , understands and will comply.
•
The Centurylink's Technical Services Center (TSC) operates 24hours a day, 365 days
a year in support of our customer sites. When calling our toll free number (866-2284031) you will be connected with a live Level 1 TSC technician within 20 seconds.
TSC personnel are professionally trained and experienced in the operations of the
inmate telephone system and can provide technical support, perform remote
diagnostics, or dispatch a technician to the facility jf the problem cannot be fixed
remotely.
2.4.16.18 The live Help Desk support function provided by the
Contractor must be located within the continental United
States
~/~~ Centurylink has read, understands and will comply.
2.4.17 Service & Maintenance
2.4.17. l
Vendor must provide live Customer Service Representative
(CSR) & Intergrated Voice Response (IVR) support to the
Agency 24 hours a day, year round, for Issues.
~::~ Centurylink has read, understands and will comply.
Centurylink's live customer service is available 24 hours
Centurylink Proposal: Page 131 of 225
RFP No. AOOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
,.._•r1 ••
~I,
2 - SCOPE OF WORK
II .
a days, 365 days a year. Through our toll-free call center,
customers will be connected to our knowledgeable customer
service representatives who can help with billing questions,
account setup, account status, payments, and more. Our
customer service representatives can offer multi-lingual
assistance, including both English and Spanish. We invite the
Department to contact us anytime at the number or website
below to compare Centurylink's service to our competitors.
•
•
Toll-free at (888-506-8407) 24 Hours a Day
User-Friendly Web Site www.icsolutions.com
2.4. 17.2
Called-party & community
support at 888-506-8407 or
online at www.icsolutions.com
Vendor must provide live domestic CSR & IVR support to
constituents 24 hours a day, year round, without exception
allowing constituents to set up accounts, make payments,
access account information, and resolve issues.
;::~ Centurylink has read, understands and will comply.
•
As described above, Centurylink will provide live, domestic CSR and IVR support
24/71365 to allow users to set up accounts, make payments, access account information,
resolve issues, and more.
2.4. 17.3
All friends and family service, field support and technical
support maintenance operations shall be located within the
United States. Off-shore support will not be acceptable.
Please provide a complete description of how you will
meet this requirement and if the services are provided via a
subcontractor or are provided by full-time employees of
your company.
~::~ Centurylink has read, understands and will comply.
All Centurylink personnel, including all customer service and technical support centers.
are located within the United States. Centurylink does not outsource any of our services
to international call centers or other offshore personnel.
Centurylink's primary Customer Service call center is located at:
1127 Alderson Avenue
Billings, MT 59102
Overflow customer service is handled by additional call centers in Michigan and
Centurylink Proposal: Page 132 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22 2014
.
2 - SCOPE OF WORK
•
Wisconsin. This redundancy in call center operations ensures that we can answer every
call within about 90 seconds. All call centers offer multi-lingual support.
Our Technical Support call center is located in San Antonio, Texas and is managed by
our subcontractor and equipment provider, ICSolutions.
Customer service representatives are fully trained on Centurylink's products, services,
and billing policies, and they will be thoroughly trained on the details of the Department's
contract. Centurylink's customer care call center representatives are provided by Novo1 .
The Service Level Agreements in place with Novo1 include:
Service Level: 80% of calls answered within 90 seconds or less
Abandon Rate: 5% or less
Average Talk Time: 4 minutes or less
2.4.17.4
•
Vendor must provide constituents full service online
suppOlt including ability to set up accounts, make
payments, access account information, calculate call rates,
and resolve issues (including online CSR chat and email
support) via company website.
Centurylink has read, understands and will comply. Centurylink will enhance and
expand its website functionality in support of the Arizona DOC deployment, to
include all features required in this section.
The customer service portal already allows customers to set up accounts online,
make payments, access account information, calculate call rates, and access email
support via the company website. The next iteration of the website, enhanced in
support of the Arizona DOC deployment, will also include CSR Live Chat.
2.4.17 .5
Constituents must have the ability to manage phone
services, video visitation services, and email services from
one centralized web based portal.
;:~ Centurylink has read, understands and will comply.
2.4.17 .6
Proposer's website must dynamically display available
products to constituents based on previous calling history.
~~~~ CenturyLink has read, understands and will comply.
2.4.17.7
Proposer's website and constituent portal must be
accessible enhanced to support mobile devices such as cell
Centurylink Proposal: Page 133 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
phones and tablets.
;::~ CenturyLink has read, understands and will comply.
2.4.17.8
'\, ,..,
~ ,f
•
Proposer's website must allow constituents to configure text
and email low balance notifications.
CenturyLink has read, understands and will comply. The customer website will be
expanded in support of the Arizona DOC deployment to add text and email low
balance notifications. This will be an optional service that customers can register for
on the website by entering a cell phone number or email address where they would
like to receive text or email notifications. Customers can also save credit card
information in the secure website to allow for instant account funding via text
message.
When an account balance falls below a pre-defined threshold of remaining funds, the
customer will be automatically notified by text or email message of the amount
remaining in their account. The notification gives the customer the opportunity to
immediately add funds to the account via text message, using saved credit card
information .
2.4.17.9
Proposer's website must allow constituents to configure text
and email low balance notifications.
;~~~ CenturyLink has read, understands and will comply.
2.4. l 7 .10 Proposer's website must allow constituents to subscribe to
text payment services, specifically the ability to fund
accounts and pay invoices via text messages.
;::~ Centurylink has read, understands and will comply.
The customer website will be expanded in support of the Arizona DOC deployment to
offer text payment subscription services, whereby customers can fund accounts and
pay invoices via text message using saved credit card information.
2.4.17.11 Proposer's website must allow constituents to subscribe to
automatic payment services, specifically the ability to
Centurylink Proposal: Page 134 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
I
t
2 - SCOPE OF WORK
IL
automatically fund accounts or pay invoices.
~:~~ Centurylink has read, understands and will comply.
The customer website will be expanded in support of the Arizona DOC deployment to
offer automatic payment subscription services. This service will allow customers to save
credit card information to the secure website, along with authorization to add a preset
amount of funds to an account each time the account balance falls below a pre-defined
threshold.
2.4. 17 .12 Proposer must support customizable service and courtesy
notification campaigns to constituents via various methods
(phone dialer, text message, email) to alert F&F of bills due,
bills past due, low account balances, account blocks, etc).
..... ,,
~ ••~
Centurylink has read, understands and will comply.
2.4.17.13 Proposer must allow constituents without access to web based
services to easily call, such as a "zero-out" method, into service
centers and talk to a live CSR. Describe your procedure.
~~~~ Centurylink has read . understands and will comply.
The Centurylink operations team will respond promptly to all inmate telephone service
calls, friends and family issues, billing inquiries and any other issues relating to the
inmate phone system. All calls are answered by live agents.
Technical issues can be reported to a live operator through our toll free customer service
line at (888) 922-2934. When a trouble condition is reported, our technicians will quickly
perform diagnostic testing to isolate the problem, determine if a remote resolution is an
option, and if not, quickly dispatch a field technician to the site.
Customer service inquiries for Local Exchange Carrier (LEC) billed collect accounts can
contact our call center at (888) 664-7839. Live operators are available Monday through
Friday, 8 AM through 9 PM Eastern Time.
Prepaid collect customers may access live operators for assistance with their prepaid
accounts 24 hours a day, 365 days a year by dialing toll free: (888) 506-8407 or by going
to our website, www.icsolutions.com.
2.4.17.14 Describe the maintenance and quality assurance programs for
telephones to be installed. The vendor shall only have
personnel employed by the inmate telephone provider and no
Centurylink Proposal: Page 135 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
subcontractors shall be utilized, unless authorized by the
Department.
f.~ Centurylink has read, understands and will comply.
Centurylink's Project Team has over 250 years of combined telecommunications
experience in complex implementations and account management. We have
demonstrated the ability to understand our customer's issues and creatively adapted our
approach to meet their needs.
Levels of Support and Escalation
Program Manager
•
Centurylink will provide a Program Manager (PM) who will have overall responsibility for
maintaining contract compliance and will be the primary liaison for the Department
throughout the life of the contract. Customer satisfaction will be achieved through five
separate programs:
1) The trouble ticket process which ensures that every problem is identified,
worked, tracked, and recorded for future review.
2) A weekly conference call is held by the Program Manager with the field
operations team to discuss outstanding tickets, chronic problems, and
customer concerns.
3) A weekly conference call is held by the Program Manager with IPS
platform vendor personnel to discuss any tickets opened in the previous
week that have not yet been closed .
4) The ongoing Preventative Maintenance (PM) program, which ensures
service standards are maintained. The Field Service Technicians inspect
JPS equipment and inmates phones at each facility on a regular scheduled
basis (weekly, monthly, or quarterly, depending on the service element).
The PM plan ensures that all relevant operational data concerning all
aspects of the contract (sales support, installation, project coordination,
technical support, field service and maintenance, etc.) is obtained,
documented, distributed, and acted upon as necessary.
5) Periodic service reviews (typically conducted at customer's location
quarterly) to review trouble ticket statistics, identify any chronic or major
problems, discuss any future additions, deletions, or modifications (new
phones, new sites, etc.), and resolve any operational, financial, or
contractual concerns held by the customer. Service reviews ensure that
feedback from the customer is obtained, documented, and addressed.
Operations Team
A total of five (5) Field Service Technicians and three (3) On Site Service Administrators
will be hired to provide onsite maintenance and repair of the new inmate calling
Centurylink Proposal: Page 136 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
•
platform. Centurylink is willing to hire existing Securus Field Technicians and On Site
Administrators to minimize the impact to Department staff. In addition to the dedicated
resources listed above. Centurylink has access to 12 additional existing technicians
throughout the state of Arizona that currently service the Arizona Net contract and are
familiar with Department policies and procedures.
Customer Service Policies and Procedures
The Centurylink operations team will respond promptly to all service and maintenance
situations, and is available to the Department on a 24171365 basis. When a trouble
condition is reported. our technicians will quickly perform diagnostic testing to isolate the
problem. determine if a remote resolution is an option, and if not, quickly dispatch a field
technician to the site. Should technical roadblocks or system issues prevent a trouble
condition from being resolved within the timeframe contractually permitted. the issue will
be immediately escalated to the Program Manager who will discuss the situation with the
Department as appropriate. Once a resolution to the issue is achieved, acceptance
testing is completed before any trouble ticket is closed.
Centurylink recognizes that an effective service program addresses all three key
stakeholders: the Department staff. the inmates and the inmates' friends and family
members.
•
Customer Service.
o
Our service team has many years of experience in the industry, is
dedicated to gaining a deep understanding of each customer's unique
issues, and is committed to delivering the most effective solutions
possible. Our Program Managers provide oversight and management of
the day-to-day operations of the account.
o Customer service representatives in long-established, U.S.-based call
centers. Many of our competitors are only now on-shoring their call
centers. From experience we know that call center migrations are difficult
and prone to operational failures. In short, the Department can expect
significant and immediate improvement in customer service operations.
o
Our blocking and unblocking rules for collect calls are clearly defined and
uniformly applied to all customers, thereby reducing complaints to the
Department.
o
Significantly lower than industry average customer service account fees.
While others in the industry use billing fees as commissioned profit
centers, our philosophy is very different: provide multiple convenient nocost options to end-users, and charge fees only when customers choose
specific high-cost funding options (e.g. choosing to fund an account with a
live representative rather than an automated method). This results in less
customer complaints and higher call volumes.
Centurylink Proposal: Page 137 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
•
Calling platform management The IPS platform is engineered with maximum
redundancy to ensure peak performance and minimize troubles. Further, the
Network Operations Center proactively identifies potential problems by real-time
central monitoring of hardware, software. and system performance.
•
No loss of data and minimal transition time. Over the last four years the
Centurylink Team has successfully transitioned ten separate accounts to the
proposed !PS system platform - a total of 49 sites with 2,250 inmate phones
serving 27,000 inmates. Every cutover has gone smoothly with no loss of data
and minimal transition time.
•
No lost Call Detail Records (CDRs) or recordings. Since March 2007 we have
processed over 100 million call detail records (CDRs) and audio recordings with
the proposed IPS system platform. Not a single CDR or audio recording has been
lost to date.
•
Rate and audit accountability. As a division of a Sarbanes-Oxley compliant
company, Centurylink completes monthly audits to verify billing accuracy.
Moreover, a unique feature of the IPS system platform is its on-line real-time
direct rating of each call, for immediate and unalterable on-line visibility to call
detail records and billing records.
•
Payment options.
o
Collect calling with extensive billing and collections arrangements with
incumbent local exchange companies (ILECs) and competitive local
exchange companies (CLECs).
o
Prepaid calling with a best-in-class process to direct otherwise collectunbillable called parties to prepaid, Our solution identifies unbillable parties
and transfers them to live representatives during call setup, to ensure all
end-users are presented with billing options in real-time. This is especially
important given the growing number of cell phone and IP-based phone
users, whose carriers do not offer collect calling options to IPS providers.
o
Debit calling through a variety of flexible options.
Preventative Maintenance
Our Operations Team will perform hands-on preventative maintenance inspections on the
IPS calling platform and all inmate phones on a regularly scheduled basis. A trouble ticket
will be established to document the preventative maintenance process. and additional
trouble tickets will be opened and tracked as necessary if the need for additional repairs
are identified.
Extensive preventative maintenance inspections are completed on a routine basis.
Through remote access, verification of telephone and trunk usage is completed prior to
arriving on site to ensure quality repairs. The inmate telephone dial pads and handsets
are checked for functionality, usability, appearance and voice quality. All backboards,
telephones and wiring are checked. The circuit interfaces are checked for errors to
Centurylink Proposal. Page 138 of 225
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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........
.-~-
ensure that all connections are clean and secure. Routine traffic analysis for stations and
trunks are conducted to determine failing telephones or lines to provide proactive
maintenance and reduce downtime for the phones. Ongoing remote and onsite
assistance is available to all IPS users.
Additional Staffing
In addition to the field operations support team, our Program Manager Debra Lambe will
have a strong back office support team, with system development skills, exceptional
financial accounting and reconciliation abilities, and comprehensive network knowledge.
This team has been together for many years , and will be ready to support our system
implementation for the Department.
The following chart details Centurylink's proposed support organization:
Staffing Roles and Responsibilities
1
Name, Title
Paul Cooper,
General Manager
Barry Brinker,
Director
Operations
Location
Overland Park, KS
. Salem, OR
Manager
Bill Cheek,
President
Wholesale
Operations
Paul Cooper,
General
Manager
Debra Lambe,
Program Manager
Las Vegas, NV
Barry Brinker,
Director
Operations
Field Service
Technicians (4)
TBD
Debra Lambe,
Program
Manager
On Site
Administrators (3)
TBD
Debra Lambe,
Program
Manager
Darryl Lynn,
Director Sales and
Account
Management
Overland Park, KS
Paul Cooper,
General
Manager
Centurylink Proposal: Page 139 of 225
RFP No. ADOC14-00003887/14-066-24
Primary
Responsibility
Contract Execu ion;
Fiscal Authorization;
Product Roadmap;
Escalations
Implementation;
Ongoing
Maintenance and
Operations; Feature
Development;
Escalations; Vendor
Manaoement
Implementation;
Ongoing
Maintenance and
Operations; Program
Management;
Escalations
Implementation;
Ongoing
Maintenance and
Operations
Implementation;
Ongoing
Maintenance and
Operations
Sales; Customer
Contract Negotiation;
Ongoing Account
• Management:
l Escalations
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
•
1
Victoria Johnson,
Sr. Account
Manager
Harrodsburg, KY
Joe Stables,
Director
Installation and
Enoineerino
Mike Haynes,
Director, Systems
Support
Darlene House,
Director Customer
Care and
Verification
Tammie Saucedo,
Commissions and
Compliance
Manager
Kristie Dean,
Lead Trainer
Overland Park, KS
Overland Park, KS
Rocky Mount, NC
Las Vegas, NV
Apopka, FL
Darryl Lynn,
Director Sales
and Account
Management
Paul Cooper,
General
Manager
Sales; Customer
Contract Negotiation:
Ongoing Account
Management
Implementation;
System Engineering;
Network
Paul Cooper,
General
Manager
Paul Cooper,
General
Manager
Operation of
Information Systems;
Back Office Support
Attorney
Verifications: Collect
Billing Inquiries
Mike Haynes,
Director,
Systems
Support
Joe Stables
Director
Installation and
Engineering
Joe Stables
Director
Installation and
Engineering
Nathan Schulte,
President Keefe
Group
Monthly Commission
and Rate Audits
Implementation;
Training
Shelia Rafferty,
Project Manager
Overland Park, KS
Tim McAteer,
General Manager
ICSolutions
San Antonio , TX
Brendan Philbin,
VP Business I
Product
Development
ICSolutions
John Goetsch,
VP Technology
ICSolutions
San Antonio, TX
Tim McAteer,
General
Manager
Business I Product
Development
San Antonio, TX
Tim McAteer,
General
Manager
Production
Engineering;
Development
Houston, TX
Tim McAteer,
General
Manager
Technical Support;
Field Operations
San Antonio, TX
Tim McAteer,
General
Manager
Call Center Support
Implementation:
Project Management
Escalations: Overall
Management
I
I
I
Brian Dietert.
Director of
Operations
lCSolutions
Sylvia Castillo,
Manager Client
Services
ICSolutioms
Centurylink Proposal: Page 140 of 225
RFP No. ADOC14-00003887/14-066-24
I
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
y - . . , ,...
~
2 - SCOPE OF WORK
I
Latisha Holmes,
Product Manager
ICSolutions
Tampa, FL
Brendan
Philbin, VP
Business I
Product
Development
Lead Subject Matter
Expert for new
features ; Training
Organizational Chart
Arizona DOC Support Team
Paul Cooper
General Manager
Centurylink
Overland Park, KS
Tlm McAteer,
General Manager
ICSolutions
San Antonio, TX
•
2.4.17.15 Describe the maintenance and quality programs for telephones to be
installed.
.::• ·~
-;, l:-
Centurylink has read, understands and will comply.
Centurylink Proposal: Page 141 of 225
RFP No. ADOC14·00003887/14·066·24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
~--
Centurylink maintenance and quality programs are detailed in Section 2.4.17 .14.
2 .4.1 7 .16 Detail the methods of determining service interruptions and
service call priorities. List response time for each priority and
the level of expertise devoted to each priority.
€:~~ Centurylink has read, understands and will comply.
The Centurylink operations team will respond promptly to all service and maintenance
situations, and is available to the Department on a 2417/365 basis. When a trouble
condition is reported, our technicians will quickly perform diagnostic testing to isolate the
problem, assign a priority level, determine if a remote resolution is an option, and if not,
quickly dispatch a field technician to the site. Should technical roadblocks or system
issues prevent a trouble condition from being resolved within the timeframe contractually
permitted, the issue will be immediately escalated to the Program Manager who will
discuss the situation with the Department as appropriate. Once a resolution to the issue
is achieved, acceptance testing is completed before any trouble ticket is closed.
Priority levels will be assigned in accordance with the guidelines provided by the
Department in the Response to Maintenance Calls Sections 2.4.19.1.1 through
2.4.19.1.4.
Description of Severity Levels
Remote
Response
Times*
Onsite
Response
Times*
Level ~f
Expertise
Major Emergency
For the purpose of this RFP, a Major
Emergency shall be defined as an
occurrence of any one of the following
conditions. The Contractor is required to
further discuss with the Department prior
to system installation to determine
additional specific criteria for a Major
Emergency.
•A failure of the IPS processor, its
common equipment or power supplies
which render the system incapable of
performing its normal functions;
30 Minutes
2 Hours
Tier 1
Technical
Support
Technician
• A failure of the recording function or
any of its components that affects the full
recording operation;
• A failure of 50% or more of the inmate
telephones at any one area w ithin a
Department facility;
• A failure of anv of the IPS functions that
Centurylink Proposal: Page 142 of 247
RFP No. ADOC 14-00003887114-066-24
-
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
'"
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2 - SCOPE OF WORK
result in the ability of inmates to place
calls without the use of assigned PINs;
• A failure of any of the IPS functions that
results in the ability of inmates to make
direct dialed calls when the system is
operating in collect call mode;
•If system allows an inmate to reach a live
operator.
•A failure of the system kill switches or
similar IPS disabling function proposed by
the Contractor.
Rout ine Service
Routine Service shall be defined as an IPS
failure or problem other than a Major
Emergency item as listed above or defined
by the Department.
Tier2
Technical
Support
4 Hours
6 Hours
Technician
- Escalate
as needed
*Maximum Time After Service Request by
Dept
2.4.17.17 Provide a contact person who will be responsible for ongoing
account management and support.
;~:~ Centurylink has read , understands and will comply.
Centurylink will provide a Program Manager (PM) who will have overall responsibility
for maintaining contract compliance and will be the primary liaison for the Department
throughout the life of the contract.
Debra Lambe
Primary Responsibilities:
!Title:
Program Manager
• Implement ation
!Department:
Operations
6700 Via Austi Parkway
• Maintenance
• Program Management
Las Vegas, NV 89119
• Operations Escalations
!Address:
I
!Office:
:
:cell:
:
:Home:
Centurylink Proposal: Page 143 of 247
RFP No. ADOC14-00003887 /14-066-24
(702) 244-6762
(702) 439-7379
(702) 439-7379
-
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
2 - SCOPE OF WORK
2.4.17.18 System shall have the capability for remote
diagnostic to minimize facility visits by vendor.
Describe you system diagnostic process and tools
~~~ Centurylink has read, understands and will comply.
Remote Diagnostics and Troubleshooting
The IPS deploys 24/7 remote monitoring to ensure all components of the system are
functioning correctly. Centurylink deploys Nagios network monitoring application and
real-time status monitoring, which is overseen by our Technical Services Center (TSC)
personnel, who are professionally trained and experienced in the operations of the inmate
telephone system. Due to the sophisticated nature of the IPS, TSC personnel can
conduct an array of non-intrusive remote diagnostic tests that will quickly pin-point the
problem and expedite resolution . We recognize the need to maintain security at the
facility and make every effort to perform remote repairs in order to minimize the need for
site visits.
Remote Monitoring and Diagnostics
Once deployed, The IPS is designed to constantly and automatically monitor the trunk
and station connections and to reallocate resources to avoid "dead" stations at the
facilities. Furthermore, the configuration supports extensive remote diagnostic
interrogation, thereby providing insight into defective components (such as station
phones) at a particular facility.
Centurylink uses the first few months of call activity to define a pattern of typical activity.
Call volume totals are compared daily for variances outside of a defined range (typically a
decrease or increase of 15%). This variance could indicate a problem, such as mproper
phone function. An exception report is automatically created for any site showing such
variances.
The Centurylink's TSC is staffed 24/7/365 with Level 1 and Level 2 technicians and is
the initial point of contact for remote system support and any issue related to the
operation of the inmate telephone system. TSC is equipped with the Nagios network
monitoring application and Mantis web-based system for trouble ticket issuance and
resolution.
IPS Real Time Status (ERTS) Monitoring
System monitoring is part of the fundamental design of all components of The IPS
system. All key applications send heartbeat messages to Centurylink's central
monitoring system ERTS (ENFORCER Real Time Status). These heartbeats are
Centurylink Proposal: Page 144 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
recorded in a status database and displayed on a browser screen. ERTS monitors all
heartbeats and raises events, should a heartbeat become overdue based on
configuration (or policy, in the event specific configuration has not been assigned) to
ensure that no missing heartbeats are ignored.
Applications are also able to send events to ERTS for action. Any condition which is
deemed "not normal" can cause an event to fire.
All interface programs are capable of sending both heartbeat and event messages to the
ERTS system, which means that any regularly scheduled interface which is overdue
triggers an event on the centrally monitored status system.
All programs generate detailed log files both for troubleshooting and monitoring, with logs
being scraped at least twice per hour for anomalous activity, which is sent to ERTS for
processing.
In addition to this passive monitoring which is ongoing, Centurylink has created the utility
"ADTEST," which proactively connects to each analog phone media gateway and
completes a call to ensure that the media gateway is functioning. These tests are run
periodically, typically once per hour. Tests are done for both station-side testing and
trunk-side testing to ensure there are no problems with the terminating carriers, either. All
negative results from these tests are sent as events to ERTS for appropriate response.
ERTS has various options for event handling including, but not limited to, email, SMS,
and user interface alerts. Our Technical Support and system monitoring teams are
responsible for responding to and performing Level 1 support on issues, and escalating
both technically and administratively, as appropriate.
2.4.18 Equipment/System Maintenance
2.4.18. l The Contractor must provide an IPS at all required Department
facilities that is fully functional in regards to all labor,
materials, programming, system hardware and software.
;~:~ Centurylink has read, understands and will comply.
2.4.18.2 The Contractor must warrant that the IPS installed for the
Department facilities shall be free of defects, irregularities,
unprofessional installation, code violations and shall operate as
designed and proposed. Should the system not operate as
designed and proposed or violate any local, state or federal
code, the Contractor must immediately correct the defect or
irregularity or bring the system within code and performance
Centurylink Proposal: Page 145 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
.
specifications at no cost to the Department.
~~~~ Centurylink has read, understands and will comply.
2.4.18.3 The Contractor must provide all post installation system
programming and maintenance services at no cost to the
Department.
~~:~ Centurylink has read, understands and will comply.
2.4.18.4 The Contractor must agree in its response that maintenance
service is available on its IPS seven days per week, twenty-four
(24) hours a day.
i::~ Centurylink has read, understands and will comply.
Maintenance will be available for the IPS 7/24/365.
4.4.18.5 The Contractor must propose an IPS that provides for remote
diagnostic and maintenance.
. .....
~.,~
Centurylink has read, understands and will comply.
2.4.18.6 The Contractor is responsible for replacement of the IPS in its entirety
or its individual components regardless of cause including, but not
limited to, normal wear/use, inmate abuse, natural disaster, or inmate
unrest. This system or component replacement will be performed at no
cost to the Department and will occur immediately upon notification
to the Contractor of the system problem by the Department facility.
;::~ Centurylink has read, understands and will comply.
2.4.18. 7 The Contractor is responsible for replacing of inmate telephones in
their entirety regardless of cause including, but not limited to, normal
wear/use, inmate abuse, natural disaster, or inmate unrest. The
Contractor must replace inmate telephones requiring repair and not
repair components of the inmate telephone on site at the Department.
Centurylink Proposal: Page 146 of 247
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
& '--
~~:~ CenturyLink has read, understands and will comply.
2.4.19 Response to Maintenance Calls
2.4.19.l Should any critical component of the IPS provided by the Contractor
fail, the Contractor must respond to IPS maintenance/repair calls from
the Department in the manner outlined in this section.
2.4.19.1.1 Definition of a Major Emergency
2.4.19.1.1.1 For the purpose of this RFP, a Major
Emergency shall be defined as an occurrence
of any one of the following conditions. The
Contractor is required to further discuss with
the Department prior to system installation to
determine additional specific criteria for a
Major Emergency.
•
2.4.19.1.l.2 A failure of the IPS processor, its common
equipment or power supplies which render the
system incapable of performing its normal
functions;
2.4.19.1.1.3 A failure of the recording function or any of
its components that affects the full recording
operation;
2.4.19.1. l.4 A failure of 50% or more of the inmate
telephones at any one area within a
Department facility;
2.4.19.1.1.5 A failure of any of the IPS functions that
result in the ability of inmates to place calls
without the use of assigned PINs;
2.4.19.1.1.6 A failure of any of the IPS functions that
results in the ability of inmates to make difect
dialed calls when the system is operating in
collect call mode;
2.4.19. l. l. 7 If system allows an inmate to reach live
operator.
2.4.19.1.1.8 A failure of the system kill
Centurylink Proposal: Page 147 of 247
RFP No. ADOC14-00003887/14-066-24
switches or
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
-
2 - SCOPE OF WORK
~
•
similar IPS disabling function proposed by
the Contractor.
2.4.19.1.2 Response Times for a Major Emergency
2.4.19.1.2. l For a Major Emergency the
Contractor must respond to the
service problem within 30 minutes
of initial trouble report by the
Department facility through the use
of remote testing or access. Should
the IPS not be accessible for remote
access, the Contractor must have a
qualified
technician,
suitably
equipped for the installed IPS on
site at the Department location
within two (2) hours from the time
of initial trouble report.
2.4.19.1.2.2 Should the problem not be resolved
via remote access, the Contractor
must have a qualified technician,
suitably equipped for the installed
system, on site at the Department
institution within two (2) hours
from the time of initial trouble
report.
2.4.19.1.2.3 Response to "Major Emergency
conditions must be performed on a
24 Hours-a-Day/Seven Days-aWeek/365
Days-a-Year
basis
throughout the term of this contract.
2.4.19.1.3 Definition of Routine Service
2.4.19.1.3.1 Routine Service shall be defined as
an IPS failure or problem other than
a Major Emergency item as listed
above
or defined
by
the
Department.
2.4.19.1.4 Response Times for Routine Service
2.4.19.1.4.1 For a Routine Service the
Contractor must respond to the
service problem within four (4)
Centurylink Proposal: Page 148 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
·- -
2 - SCOPE OF WORK
.i..-••. -..
hours of the initial trouble report by
the Department facility through the
use of remote testing or access.
Should the JPS not be accessible for
remote access, the Contractor must
have a qualified technician, suitably
equipped for the installed system,
on site at the Department facility
within twelve
(12) business hours from the time
ofinitial trouble report. Business
hours are defined as 8:00 a.m. to
6:00 p.m., Monday through Friday,
Arizona Time.
•
2.4.19.1.4.2 Should the problem not be resolved via
remote access, the Contractor must
have a qualified technician, suitably
equipped for the installed system, on
site at the Department institution
within six (6) hours from the time of
initial trouble report .
~~:~ Centurylink has read, understands and will comply.
CenturyLink agrees to meet all of the requirements in the Response to Maintenance
Calls Subsections 2.4.19.1.1 through 2.4.19.1.4.2_ Centurylink Service Level response
times will meet or exceed the Departments requirements as illustrated in the table below.
Description of Severity Levels
Major Emergency
For the purpose of this RFP, a Major
Emergency shall be defined as an occurrence
of any one of the following conditions. The
Contractor is required to further discuss with
the Department prior to system installation
to determine additional specific criteria for a
Major Emergency.
Remote
Response
Times*
30 Minutes
• A failure of the IPS processor, its common
equipment or power supplies which render the
system incapable of performing its normal
functions;
Onsite
Response
Times"
2 Hours
Level ~f
Expertise
Tier 1
Technical
Support
Technician
failure of the recording function or any
f its com onents that affects the full recordin
Centurylink Proposal: Page 149 of 247
RFP No. ADOC14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
a
eration;
• A failure of 50% or more of the inmate
telephones at any one area within a
Department facility;
• A failure of any of the IPS functions that
result in the ability of inmates to place calls
without the use of assigned PINs;
• A failure of any of the IPS functions that
results in the ability of inmates to make direct
dialed calls when the system is operating in
collect call mode;
:
I
·If system allows an inmate to reach a live
operator.
•A failure of the system kill switches or similar
IPS disabling function proposed by the
Contractor.
Routine Service
Routine Service shall be defined as an IPS
failure or problem other than a Major
Emergency item as listed above or defined by
c~e Department.
T
l
Tier 2
Technical
Support
4 Hours
6 Hours
Technician Escalate as
needed
•Maximum Time After Service Request by the
Department
2.4.19.1.5 Answering of Maintenance Calls
2.4.19.1.5.1 The Contractor must ensure and state,
in its response, that all maintenance
calls from the Department shall be
answered by a live operator/service
representative at all times.
;~~~ Centurylink has read, understands and will comply.
The Centurylink operations team will respond promptly to all inmate telephone service
calls relating to the inmate phone system.
Maintenance issues can be reported to a live operator through our toll free customer
service line at (866) 228-4031 . When a trouble condition is reported, our technicians will
quickly perform diagnostic testing to isolate the problem, determine if a remote resolution
is an option, and if not, quickly dispatch a field technician to the site.
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Arizona DOC Statewide Inmate Telephone System
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'
2.4.19.1 .5.2 It is desirable that all maintenance
calls from the Department be
answered by a live operator/service
representative at all times.
~~:% Centurylink has read, understands and will comply.
Centurylink will comply with Answering of Maintenance Calls Subsections 2.4.19.1.5.1
and 2.4.19.1.5.2.
The Centurylink operations team will respond promptly to all inmate telephone service
calls relating to the inmate phone system.
Maintenance issues can be reported to a live operator through our toll free customer
service line at 1-866-228-4031 . When a trouble condition is reported, our technicians will
quickly perform diagnostic testing to isolate the problem, determine if a remote resolution
is an option, and if not, quickly dispatch a field technician to the site.
2.4.20 Critical Component Availability
2.4.20.1 The Contractor must guarantee to the Department that all parts
and materials necessary to repair the proposed IPS are readily
available to on-site service personnel 24 hours per day, seven
days per week, 365 days per year. The Department will not
accept the delay of any IPS repair based on the fact that
service personnel cannot access a system parts warehouse,
office or similar Contractor facility because the facility not
being opened "after hours, or on weekends or holidays.
;~,~ Centurylink has read, understands and will comply.
Centurylink will provide all parts and materials necessary to maintain the IPS throughout
the life of the contract and will ensure they are available to the Centurylink provided
technicians 24/7/365.
2.4.20.2 It is desirable that the Contractor provide spare inmate
telephone equipment at each Department facility to allow for
timely replacement of telephones that are not operating for any
reason. The Contractor must provide onsite a minimum number
of spare sets equal to five percent (5%) of the total number of
inmate telephones installed at each of the Department facility
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Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
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.
;·:~ Centurylink has read, understands and will comply.
Centurylink will provide a minimum number of spare inmate telephone parts at each
Department facility that equals 5% of the total number of installed inmate phones to
minimize service level repair times.
2.4.21 Escalation Procedures During Service Maintenance
2.4.21. l The Contractor must provide, in its response, escalation
procedures to address inadequate maintenance service of the
IPS. These escalation procedures must include multiple levels
of management personnel. Access to additional management
personnel must be made available to the Department upon
request.
2.4.21 .2 The Contractor must provide, in its response, a complete list of
its maintenance service escalation procedures including:
2.4.21.2. I
2.4.21.2.2
2.4.21.2.3
2.4.21.2.4
•
A list of personnel at each level of escalation;
Contact telephone, fax, pager, cellular numbers;
Methods by which escalation is initiated; and
Criteria for escalation at each level.
2.4.21.3 The Contractor must agree, in its response, that the Department
has the right to initiate these escalation procedures at its
discretion based on diminished service or non-performance of
the Contractor.
; ) Centurylink has read, understands and will comply.
Centurylink's response to Subsections 2.4.21 .1, 2.4.21 .2 and 2.4.21.3 is provided below.
Levels of Support and Escalation
Centurylink will provide a Program Manager (PM), Debra Lambe, who will have overall
responsibility for maintaining contract compliance and will be the primary liaison for the
Department throughout the life of the contract. Customer satisfaction will be achieved through
five separate programs:
1)
2)
The trouble ticket process which ensures that every problem is identified, worked,
tracked, and recorded for future review, and that no service ticket is closed without
the concurrence of the impacted Department personnel.
A weekly conference call is held by the Program Manager with the field operations
team to discuss outstanding tickets, chronic problems, and customer concerns .
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Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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3)
4)
5)
•
..
A weekly conference call is held by the Program Manager to discuss any tickets
opened in the previous week that have not yet been closed.
The ongoing quality (QC) control program, which ensures service standards are
maintained. The QC plan touches upon every facility, inmate phone and completed
call on a regular basis (weekly, monthly, or quarterly, depending on the service
element). The QC plan ensures that all relevant operational data concerning all
aspects of the contract (sales support, installation, project coordination, technical
support, field service and maintenance, etc.) is obtained, documented, distributed,
and acted upon as necessary.
Periodic service reviews (typically conducted quarterly at the Departments
Headquarters) to review trouble ticket statistics, identify any chronic or major
problems, discuss any future additions, deletions, or modifications (new phones,
new workstations, new sites, etc.). and resolve any operational, financial , or
contractual concerns held by the customer. Service reviews ensure that feedback
from the customer is obtained, documented, and addressed.
Customer Escalation Process
Debra Lambe will report to Barry Brinker, CenturyLink's Director of Operations, who reports to
Paul Cooper, our General Manager. All service and maintenance personnel will report directly
to the Program Manager.
The following table details the process that will be used for escalation of the Departments
trouble tickets. This escalation process may be initiated at the discretion of the Department.
Level
1
Escalation Point
Program Manager
(Debra Lambe)
Phone: (702) 244-6762
debra.d.lambe@centurvlink.com
Escalation Responsibilities
• Notifies personnel and supervisors of
strategy for problem resolution.
• Keeps the Department and
management involved in progress of
problem resolution. Escalates as
necessary.
I
• Responsible for seeing prob em
through to resolution.
• Contacts Manager -Operations within
eight hours of missed performance
standard.
2
Director - Operations
(Barry Brinker)
Phone: (503) 990-6466
barry. e. brinker@centurylink.com
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RFP No. ADOC14-00003887/14-066~24
• Operations Director resolves
trouble/issue or escalates further if
necessary.
• Contacts additional resources
(Centurylink, Vendors, LECs, IXCs,
etc.) as necessary.
• Keeps the Department informed of
ongoing activities involving problem
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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•
resolution.
• Contacts D rector - General Manager
within 24 hours if issue is not
resolved.
3
4
National Sales Director
(Darryl Lynn)
Phone: {913) 345-6343
darrvl.w.lynn@centurylink.com
• Keeps the agency informed of
ongoing activities involving problem
resolution.
Director & General Manager
{Paul Cooper)
Phone: {913) 345-6002
12aul. n. coo12er@centurylink.com
• Escalates further if necessary.
• Contacts General Manager within 24
hours if issue is not resolved.
2.4.22 Maintenance Records
2.4.22. l The Contractor must provide to the Department, upon request
during the tenn of this contract, maintenance records that
include a listing of all repair notices including the date and
times of the service trouble report, the nature of the problem
reported, and date/time of problem resolution.
2.4.22.2 The Contractor must provide historical maintenance records for
24 months from the culTent date.
2.4.22.3 It is desirable that the Contractor provide historical
maintenance records from the initial contract date of this
contract with the Department.
;~~~ Centurylink has read , understands and will comply.
Centurylink's response to Subsections 2.4.22.1 through 2.4.22.3 is provided below.
Centurylink will closely track all trouble tickets/repair times for the life of the contract and
provide maintenance record reports to Department staff upon request. Major and
Routine reports will be tracked separately and include all applicable supporting
documentation. The Program Manager will provide detailed root cause analysis for any
non compliant tickets.
2.4.23
Contractor Perfonnance
2.4.23. I As the single State Agency responsible for promoting public
safety by incarcerating offenders while providing opportunities
for participation in effective programming, the Department
requires that the IPS and the Contractor perfonn at the highest
levels of operation and service.
Centurylink Proposal· Page 154 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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;,:~ Centurylink has read, understands and will comply.
2.4.23. l .1 The Contractor must describe, in its response, how it
will maintain maximum network up time for the
IPS installed at each of the Department location.
The Contractor must provide culTent network up
time figures for similar IPS installations.
, t •r
; ••~ Centurylink has read, understands and will comply.
•
The centralized IPS platform is designed with a distributed processing architecture to
minimize the risk of catastrophic system failure and reduce the risk that any single
component could result in a complete system outage, data loss, or inaccessibility of
data. The most susceptible components are equipped with multiple layers of internal
redundancy and/or hot swappable spares (hard disks, cooling fans, power supplies) to
ensure minimal risk of service affecting failure and reduced time to repair. Additionally,
the entire centralized call processing platform is replicated at the fail-over data center in
San Antonio., which supports both load balancing and cloud-based fail-over utilizing
BGP protocol thereby ensuring continued system operation. The IPS builds each
individual call processor utilizing Enterprise grade components which provide the
highest level of performance and reliability. The Quality Standard for the IPS calling
platform is 99.999% system availability.
The IPS employs multiple levels of redundancy to ensure 99.999% uptime for the IPS
calling platform, as well as to protect against data loss and ensure continuous
availability of call recording and data:
1. Network Redundancy: Centurylink estimates 99.999% network uptime
across our customer base using the centralized ITS, due to the network
redundancy (#1 in the struck-through answer below).
2. Call Processing Redundancy: While the primary call processor is
housed in our national headquarters and engineering center in San
Antonio, we also install a fully functional, always-on backup call processor
900 miles away in St. Louis. Therefore, if a disaster should ever disrupt
call processing in San Antonio, service would instantly fail over to the
secondary processor in St. Louis.
3. Storage Redundancy: Call data and recordings are stored digitally on
internally redundant storage devices for the entire contract duration. in
two separate geographic locations (one data center in San Antonio and
one data center in St. Louis). This storage redundancy ensures that, even-
Centurylink Proposal: Page 155 of 247
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Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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I
if a disaster were to completely destroy one data center, additional copies
would still be available for disaster recovery purposes. At each of the data
centers, call recordings and data are stored on internally redundant digital
storage devices. For an additional layer of redundancy, The IPS can also
provide an onsite storage device to store a third copy of call data and
recordings.
Through our system monitoring tools, the IPS continually monitors key areas and
automatically assigns service representatives and/or dispatches field technicians to
ensure optimal operation of our systems. Our monitoring systems actively monitor
communication channels, call processors. disks, messages, and servers to ensure
optimal operations at all times. System performance is monitored and the facility will be
notified immediately upon the occurrence of non-performing equipment.
2.4.3.1.2
The Contractor must describe, in its response, how
it will maintain maximum network up time for the
network services installed for the IPS at each of the
Department location. The Contractor must provide
current network up time figures for similar IPS
installations.
;~~~ Centurylink has read, understands and will comply.
This was discussed previously in our response to Section 2.4.23.1.1, and is repeated
here for the convenience of the reviewer.
The centralized JPS platform is designed with a distributed processing architecture to
minimize the risk of catastrophic system failure and reduce the risk that any single
component could result in a complete system outage, data loss. or inaccessibility of
data. The most susceptible components are equipped with multiple layers of internal
redundancy and/or hot swappable spares (hard disks, cooling fans, power supplies) to
ensure minimal risk of service affecting failure and reduced time to repair. Additionally,
the entire centralized call processing platform is replicated at the fail-over data center in
San Antonio., which supports both load balancing and cloud-based fail-over utilizing
BGP protocol thereby ensuring continued system operation. The IPS builds each
individual call processor utilizing Enterprise grade components which provide the
highest level of performance and reliability. The Quality Standard for the IPS calling
platform is 99.999% system availability.
The IPS employs multiple levels of redundancy to ensure 99.999% uptime for the IPS
calling platform, as well as to protect against data loss and ensure continuous
availability of call recording and data:
CenturyLink Proposal: Page 156 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
•
1. Network Redundancy: Centurylink estimates 99.999% network uptime across our customer
base using the centralized ITS, due to the network redundancy (#1 in the struck-through answer
below).
2. Call Processing Redundancy: While the primary call processor is
housed in our national headquarters and engineering center in San
Antonio, we also install a fully functional, always-on backup call processor
900 miles away in St. Louis. Therefore, if a disaster should ever disrupt
call processing in San Antonio, service would instantly fail over to the
secondary processor in St. Louis.
3. Storage Redundancy: Call data and recordings are stored digitally on
internally redundant storage devices for the entire contract duration, in
two separate geographic locations (one data center in San Antonio and
one data center in St. Louis). This storage redundancy ensures that, even·
if a disaster were to completely destroy one data center, additional copies
would still be available for disaster recovery purposes. At each of the data
centers, call recordings and data are stored on internally redundant digital
storage devices. For an additional layer of redundancy, The IPS can also
provide an onsite storage device to store a third copy of call data and
recordings.
Through our system monitoring tools, the !PS continually monitors key areas and
automatically assigns service representatives and/or dispatches field technicians to
ensure optimal operation of our systems. Our monitoring systems actively monitor
communication channels, call processors, disks, messages, and servers to ensure
optimal operations at all times. System performance is monitored and the facility will be
notified immediately upon the occurrence of non-performing equipment.
2.4.24
Catastrophic Network Failure Conditions
2.4.24.1 The Contractor must describe, in its response, the business
continuity plans it has in place within its own organization and
its network of services to ensure that the network services
installed to serve the IPS installed at the Department.
f:~ Centurylink has read , understands and will comply.
Centurylink' management team recognizes the importance of maintaining an effective
Disaster Recovery Plan to help ensure the continuity of critical business processes and
minimize disruption in the event of material disruption.
Catastrophic Network Failure
Please note that, for each supported facility, Centurylink obtains network service from
two different network carriers, (each network is sized to carry the full network load) so
Centurylink Proposal: Page 157 of 247
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Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
that if one carrier experiences an outage, service will instantly fail over to the second
carrier. While the following plan will be initiated anytime a network service outage is
detected, phone system access will continue to operate normally except in the
unlikely event that a disaster should impede service of both network carriers
simultaneously.
For a catastrophic network failure the primary Incident Commander (IC) is Joe Stables
(Engineering/Network Manager) and the back-up is Chris Walton (Network Supervisor).
Network related inoidents may also require a full Crisis Response Team (CRT) drawn
from the technical staff of our Network Operations (NetOps), Operations, Installation,
Engineering and Management teams.
•
The IC will be notified by our network monitoring applications or a ticket opened online
by facility staff or a call into our 24/7/365 Technical Services Center, or by one of our
network or database providers and their monitoring staff. The IC will:
1. Immediately notify the network provider and our Network Specialists and
Engineering team leaders, who will begin diagnostics and re-route traffic
2. Determine based on the severity of the incident whether or not to form a full
Crisis Response Team including CenturyLink' Management (if so, Joe Stables
(Engineering/Network Manager) and Chris Walton (Network Supervisor) will take
charge
3. Notify the Department
4 . Determine whether to involve Centurylink Management
5. Present a plan to re-route all traffic and/or restore normal service
6. Make our Network carriers aware of SLAs and escalate as entitled under our
service contracts
7. Coordinate operational response from our carriers and NetOps and Engineering
teams to re-route traffic, restore normal service
8. Share progress and resolution with the Department
Third-party validation sources have built-in redundancy and have proven over the years
to be reliable. Any risk of loss regarding third-party support is believed to be minimal
since key vendors already have redundancy and failover mechanisms in place. Network
common carriers and dial-tone providers maintain their own disaster recovery plans
pursuant to applicable regulatory requirements, and Centurylink' third-party services are
also distributed among multiple vendors.
Any network outage should be diagnosed from our primary data center and Network
Operations Center (NOC) in San Antonio. In the event of a third-party utility outage such
as a cut power line, Mr. Stables, Mr. Walton, or the most available backup IC would
coordinate directly with local utility.
All of Centurylink' disaster response and business continuity plans are subject to an
annual internal review by our Executive Management team, who have more than 60
years of experience managing the reliable provision of services to correctional agencies
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Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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nationwide. Dry runs testing the ability of IC and secondary staff to identify and evaluate
disruptions are held at least annually. The timely delivery of parts and supplies is tracked
and measured constantly to be sure our supply chain is providing the parts needed to
provide or restore service in a timely fashion for all of our clients. The performance of all
network and network service providers is monitored constantly, and their adherence to
SLAs, uptime, and reliability standards is measured and reported monthly.
2.4.25
,,,,
~..~
Post Installation and Expansion Requirements
2.4.25. l The Department may require the addition of equipment at its
facilities after the original installation of the proposed IPS. The
Contractor must install additional equipment within 30 days
upon notification from the Department authorized personnel.
The installation of this equipment shall be at no cost to the
Department.
Centurylink has read, understands and will comply.
2.4.25.2 When a new Department facility is opened by the Department,
the Contractor must determine (in conjunction with the
Department) a schedule for installation of an IPS at that facility
to ensure inmate calling service at the new site as soon as
practical. The IPS must be installed at the new facility at no cost
to the Department.
:§) Centurylink has read, understands and will comply.
2.4.25.3 The Contractor must be responsible for making all system
modifications necessary to allow inmates to place calls as
industry dialing requirements change including the
introduction of new area codes and new exchanges. These
system modifications shall be provided at no additional cost
to the Department. The update of the JPS with new area
codes and exchanges will be performed within 30 days of the
area code and/or exchanges introduction to the general
public.
;:~~ Centurylink has read, understands and will comply.
2.4.25.4 The Contractor must be responsible for complying with and
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Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
updating the Secure Inmate Calling System for any
regulatory changes and requirements during the term of the
contract. These regulatory changes include federal, state,
county and municipal modifications. These changes shall be
made at no additional cost to the Department.
~) Centurylink has read, understands and will comply.
Centurylink will work with the new vendor on a solution to transfer the existing call
recordings and data to the new vendors system, in the event that the new vendor is
unable to import the recordings and data into their system, CenturyLink will offer a
standalone server device that will contain all the information accessible via a web
interface that the Department can use to access the call records and recordings.
2.4.25.5 All call processing and call rating information must be kept
current by the Contractor to ensure inmates can place calls to
all approved numbers. This information includes but is not
limited to local exchanges, area codes, country codes,
vertical & horizontal coordinates, and any other information
necessary to accurately process and rate calls. The Contractor
must provide the Department with rating information within
24 hours when requested by the Department.
;;:~ Centurylink has read, understands and will comply.
2.4.25.6 The Contractor must describe, in its response, the transition
plan for all call records and call recordings to be transferred
to the Department at the end of the contract term.
;~:~ Centurylink has read, understands and will comply.
Centurylink will work with the new vendor on a solution to transfer the existing call
recordings and data to the new vendors system, in the event that the new vendor is
unable to import the recordings and data into their system, Centurylink will offer a
standalone server device that will contain all the information accessible via a web
interface that the Department can use to access the call records and recordings.
2.4.25.7 The Contractor must provide, in its response, a full
explanation of how it will handle a phase-out situation at the
end of the contract term should the Contractor not be
selected for the next contract to provide an JPS to the
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RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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rt"7; -·
Department.
;:~ Centurylink has read, understands and will comply.
In the event of our contract termination, Centurylink will work with the
Department and the new service provider to ensure a smooth transition. We will
share any data the new provider requires and will not remove any of our
equipment until the new service provider has their equipment in and fully
operational.
2.4.25.8 This plan must indicate any commission adjustment that will
take effect should the new contractor not be able to phase-in
its service for ninety (90) days.
; ) Centurylink has read, understands and will comply.
This is a matter of basic integrity. Should Centurylink lose the contract and the new
contractor not be able to phase-in its service for ninety (90) days, Centurylink would
continue to provide services on a month-to-month basis for the Department on the same
terms and conditions then in effect. These terms would include commission - i.e. we
commit to NOT adjusting commission during a transition period to a new provider.
2.4.25.9 The Contractor must identify any equipment which will be
owned by the Department and any equipment not owned by
the Department at the end of this contract.
;~~~ Centurylink has read , understands and will comply.
Centurylink will retain ownership of all network equipment installed to support the inmate
telephone contract such as fintegrated access devices, routers, surge protectors and
equipment racks as well as the inmate telephones themselves. The Department will
retain ownership of any existing inmate telephone equipment installed or left behind by
the incumbent provider as well as any additiona l wiring and conduit installed by
Centurylink throughout the life of the contract.
2.4.26 System Administrators
2.4.26.1 The Contractor is required to provide full time (40 hours per
week minimum) System Administrators dedicated to the
Department for the term of this contract. The number,
location, and method of operation must be described by the
Contractor.
"'' 1'"
~. ~:;
Centurylink has read, understands and will comply.
Centurylink Proposal: Page 161 of 24 7
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
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If!'!'!~-·-
A total of five (5) Field Service Technicians and three (3) System Administrators will be
hired to provide onsite maintenance and repair of the new inmate calling
platform. Centurylink is willing to hire existing Securus Field Technicians and System
Administrators to minimize the impact to Department staff. In addition to the dedicated
resources listed above, Centurylink has access to 12 additional existing technicians
throughout the state of Arizona that currently service the Arizona Net contract and are
familiar with Department policies and procedures.
2.4.26.2 The Administrators must be fully trained on the proposed
JPS with regards to system programming, entering of inmate
information, manipulation of call recordings and the
treatment of call records for required reports.
~:~~ Centurylink has read , understands and will comply.
Centurylink will ensure that all team members including the System Administrators are
fully qualified, appropriately trained and certified to ensure knowledge levels meeting or
exceeding the Department's expectations.
2.4.26.3 The Contractor must state if the site administrators proposed
for the Department will be employees or independent
contractors of the Contractor.
~~:~ Centurylink has read, understands and will comply.
The site administrators will be employees of Centurylink, Inc., and include competitive
pay and benefit packages consistent with all employees within the company.
2.4.26.4 The Contractor must describe, in its response, how it will
keep the turnover of Administrators at a minimum during
the term of this contract (e.g., competitive salary, paid
holidays, reasonable health benefits, vacation packages,
etc.).
:f:~
Centurylink has read, understands and will comply.
The site administrators will be employees of Centurylink. Inc., and include competitive
pay and benefit packages consistent with those of the entire corporation. As a company
with 40,000 employees, no other bidder comes close to the buying power of Centurylink,
Inc. with regard to pay and benefits.
Details regarding our employee benefits publicly available on the internet at
www.Centurylinkbenefits.com.
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Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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All new hires receive access to a highly competitive benefits package:
•
Wellness Program
•
Employee Assistance Program (Legal, Mediation, Financial Services)
•
Flexible Spending Accounts
•
Life, Accidental Death, and Disability Insurance
•
Medical, Prescription, Dental, and Vision Insurance Programs
•
Immediate eligibility to company 401 K and matching contribution program
Additionally, new employees receive paid holidays and paid time·off - 18 days per year.
2.4.26.5 It is desirable that the Contractor provide Administrators
with a minimum hourly wage of $15.00 and competitive
health benefits. The Contractor must describe in its response
how it meets this desirable specification.
;~~~ Centurylink has read, understands and will comply.
Centurylink commits to paying Administrators a starting hourly wage of at least $15.00.
In addition, all Centurylink, Inc. employees receive highly competitive health and
retirement benefits as described in 2.4.26.4 immediately above .
•
2.4.26.6 It is important to the success of this contract that the
Administrator positions are filled at all times by the
Contractor. The Contractor must fill any Administrator
position vacancy within 45 days. Failure to achieve such
may result in a $200 per day penalty commencing on day 46
until the position is filled and the new Administrator attends
the Departments new employee orientation.
;~~~ Centurylink has read, understands and will comply.
Turnover among our employees is very low due to competitive pay and benefits
packages. However, if we do experience employee turnover Centurylink will fill any
Administrator position vacancy within 45 days, or pay a penalty as required.
2.4.26.7 The Contractor must provide site administrators that will
perform the following functions, at a minimum, for the
Department with regard to the IPS installed at each facility:
;::~ Centurylink has read , understands and will comply.
Centurylink-provided Administrators are meant to be an unrestricted resource to the
Department for successful operation of the inmate communication system.
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RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
Administrators will be certified in use of the system - administrative, fiscal, and
investigative functionality - and available to assist or train site personnel in addition to
timely completion of the daily tasks listed below in Subsections 2.4.26.7.1 through
2.4.26. 7.13.
2.4.26.7.1
2.4.26.7.2
2.4.26.7.3
2.4.26.7.4
2.4.26.7 .5
2.4.26. 7 .6
2.4.26.7.7
Test the IPS to ensure functionality each day;
PIN data base initial entry (at committing sites);
PIN changes, moves, transfers, discipline sanctions, etc.;
Production of standard administrative and investigative reports;
Production of customized reports as required;
Conducting of quarterly inmate PIN list updates;
Conducting of semi-annual scans of inmate PIN lists for
the Department personnel telephone numbers, etc.;
2.4.26.7.8 Initiate or facilitate maintenance and repair of the proposed IPS,
as required;
2.4.26. 7 .9 Primary Contractor point of contact for Department facilities;
2.4.26. 7 .10 Resolve all complaints and inquiries regarding the IPS in a
timely manner;
2.4.26. 7 .11 Transfer call recordings to portable media as directed by
the Department;
2.4.26. 7 .12 Transfer of inmate PINs between Department facilities when
required;
2.4.26. 7 .13 Other related duties as determined by the Department.
2.5 PROPOSAL REQUIREMENTS
2.5.1 Inmate Phone Management Criteria
2.5.1. I Inmates are afforded restricted access to telephones consistent with their
security classification and within the physical limits of the institution.
During family emergencies and certain holiday periods, inmates may be
permitted to have brief telephone conversations with incarcerated family
members. The Department establishes procedures for requesting,
approving and scheduling phone calls, and describes monitoring and
recording requirements. Refer to Attachment #3, Management Criteria
for the inmate security levels and their authorized phone limit, and the
criteria used to increase their respective phone privileges. Inmates with
a disability may request a reasonable accommodation such as a sign
language interpreter, by notifying staff of their need. Requests are made
as early as possible to allow time to arrange the accommodation.
~~:~ Centurylink has read, understands and will comply.
2.6 CONTRACTOR QUALIFICATION REQUIREMENTS
2.6.1 Contractor Firm Information
Centurylink Proposal: Page 164 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
-·
2.6.1.1 Contractor Name and Address
2.6.1.1.1 State the proposing organization's full company or
corporate name and give the official representative,
address, telephone number, email address (if any)
and FAX number of the Contractor's office location
responsible for performance under a contract with
the state of Arizona in the event the Contractor
becomes the Apparent Successful Contractor.
", r,
l! .~ CenturyLink has read, understands and will comply.
The organization's full name is CenturyLink Public Communications, Inc. (CPCI).
The official representative will be:
Paul Cooper - General Manager
Centurylink Public Communications, Inc.
5454 West 1101h Street
Overland Park, Kansas 66211
paul.n.cooper@centurylink.com
(913) 345-6002 (office)
(913) 345-6802 (FAX)
2.6.1.2 Organization
2.6.1.2.1 Specify how the proposing entity is organized
(proprietorship, partnership, and corporation).
;;~~ CenturyLink has read, understands and will comply.
CenturyLink Public Communications, Inc. is a Florida corporation.
2.6.1.3 Year of Organization
2.6.1.3 .1 Specify the year in which the Contractor was first
organized to do business as substantially the entity
which now exists, whether or not the form of
organization has changed in the interim (such as by
subsequent incorporation, merger, or other
organizational change) and regardless of name
changes. The intent of this requirement is to
ascertain the longevity of continuous operation of
the Contractor, and the response should be
formulated to provide that information as
appropriate
to
the
Contractor's
business
circumstances.
CenturyLink Proposal: Page 165 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
........
~~:~ Centurylink has read, understands and will comply.
Centurylink Public Communications, Inc. was incorporated in the State of Florida in
March, 1994; however, we have been providing correctional market communications
services for over 23 years (since 1991 ).
2.6.1.4 Principal Officers
2.6.1.4.1
Give the name, office, address, and business
telephone number of the principal officers of the
Contractor's organization. At a minimum, include
officers who hold the following functional
positions, if applicable:
2.6.1.4.1. l Board Chairman, if a corporation
2.6.1.4. l .2 President or other Chief Executive Officer
2.6.1.4.1.3 Corporate Director, if a corporation
2.6.1.4.1.4 Chief Financial Officer
~··=
w
Centurylink has read, understands and will comply.
The following table provides the information on the principal officers
of our organization:
Name
Glen F. Post, Ill
R. Stewart Ewing, Jr.
Title
CEO,
Chairman of the
Board
CFO,
Director
Stacey W. Goff
General Counsel,
Director
William E. Cheek
PresidentWholesale
Operation
Assistant
Secretary
Paul N. Cooper
2.6.1.5 Owners
2.6.1.5.I
Contact
100 Centurylink Dr,
Monroe, LA 71203
(318) 388-9542
100 Centurylink Dr,
Monroe, LA 71203
(318) 388-9512
100 Centurylink Dr,
Monroe, LA 71203
(318) 388-9539
100 Centurylink Dr,
Monroe, LA 71203
(318) 388-9582
5454 W. 11 om Street,
Overland Park, KS 66211
(913) 345-6002
Identify by name, business address and telephone
number of all owners, partners or stockholders who
own ten percent (10%) or more of the proposing
organization. If any corporation owns ten percent
Centurylink Proposal: Page 166 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
I
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2 - SCOPE OF WORK
'
~-
I
(10%) or more of the proposing organization, identify
the corporation and its chief executive officer and
chief financial officer.
; ) Centurylink has read, understands and will comply
Centurylink Public Communications Inc. is a wholly-owned subsidiary of
Embarq Corporation, which in turn is a wholly-owned subsidiary of
Centurylink, Inc.
Centurylink, Inc. is a publically traded corporation; there is no one
individual that owns ten percent or more of Centurylink, Inc. The chief
executive officer of Centurylink, Inc. is Glen F. Post Ill, and the chief
financial officer is R. Stewart Ewing, Jr.
2.6.1.6 Change in Ownership
2.6.1 .6. I If any change in ownership or control of the
proposing organization is anticipated during the
twelve (12) months following the proposal due date,
describe the circumstances of such change and
indicate when the change will likely occur.
•
:;;~~
Centurylink has read, understands and will comply.
Centurylink does not anticipate any change of ownership.
2.6.2
Responsible Parties
2.6.2. 1 Contract Responsibility
2.6.2.1. l Identify by name, title or position and telephone
number the individual who would have primary
responsibility for initiating service resulting from this
RFP; i.e., a manager or representative for this
contract.
;~~~ Centurylink has read, understands and will comply.
The individual who will have primary responsibility for service for this contract will be:
Paul Cooper- General Manager
Centurylink Public Communications. Inc.
5454 West 11 Olh Street
Overland Park. Kansas 66211
paul.n.cooper@centurylink.com
(913) 345-6002 (office)
Centurylink Proposal: Page 167 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
iif__ _
•
2 - SCOPE OF WORK
(913) 345-6802 (FAX)
2.6.3
""
~." '' ~~
Arizona Business License/Federal Employer Identification Number
2.6.3.1 Either (a) state that the Contractor now holds a valid business
license, Universal Business Identifier (UBI) issued by the state of
Arizona, and provides the license number; or (b) declare that the
Contractor will obtain such license if selected as the Apparent
Successful Contractor, immediately upon such selection and
before execution of a resulting contract. Also provide the Federal
Employer Identification Number (FEIN) or Social Security
Number.
Centurylink has read, understands and will comply.
Centurylink will obtain such license immediately upon notification of award. Our FEIN is
59-3268090.
2.6.4
Qualifications
2.6.4.1 Please respond to paragraphs 2.6.5 through 2.6.11 on each of the
experience category.
~~:~ Centurylink has read, understands and will comply.
2.6.5
System-wide inmate telephone systems - Provision ofinmate telephone
systems and services statewide for a state correctional department or a
countywide system and services for a county correctional department.
~::~ Centurylink has read, understands and will comply.
Centurylink serves as the inmate telephone system provider for five state Departments
of Correction (Alabama, Kansas, Nevada, Texas, and Wisconsin) and is in the process of
installing a sixth IPS at the Idaho Department of Corrections. We also serve a number of
city, county, juvenile, and mental health facilities throughout the United States. In total,
we provide services to facilities housing approximately 250,000 inmates/residents.
CenturvLink is one of the onlv inmate telephone providers in the past 5 years who
has been able to retain multiple existing state DOC account under a newly issued
RFP/contract.
Description of Past Similar Projects
Alabama Department of Corrections
Centurylink signed a contract in June 2012 with the Alabama
Centurylink Proposal. Page 168 of 247
RFP No. ADOC14~00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
- -
2 - SCOPE OF WORK
--
Department of Corrections to install 1, 121 inmate phones serving approximately 25,000
inmates at 30 facilities throughout the state. The installation was completed in
September 2012.
The project goal was to complete the installation on schedule and within specifications.
During implementation, our team uncovered widespread wiring issues; however, the
project goals were achieved and the installation was completed on-time.
Centurylink worked closely with the incumbent IPS vendor to ensure a seamless
transition of service from the existing calling platform to the Centurylink IPS with no loss
of service, and all existing customer data (PIN numbers, PIN/PAN lists, globally blocked
numbers, privileged (do not record) numbers, etc.) successfully transferred.
Noteworthy aspects of the implementation project
were:
•
•
•
•
•
Interface with the Alabama DOC Offender
Management System.
First-time implementation of automated
Personal Allowed Number (PAN)
management
Pilot implementation of remote video
visitation
No-cost custom development of a debit
calling interface with the Alabama DOC
trust account system (in process)
Alabama DOC: CenturyLink's service to
ADOC has included several firsts for the
agency:
Repair of widespread inside
cabling issues left behind by
previous provider
First-time implementation of self/earning PANs
Implementation of remote video
visitation pilot program
,,)
,,,,,.---
-""
Kansas Department of Corrections
-..__
Centurylink has provided inmate telephone service for
Kansas Department of Corrections since December 2007,
DEPARTMENT OF CORR EC TIONS
and was recently awarded a new long-term contract to
continue serving KDOC.
KDOC has 967 inmate phones at 13 facilities throughout the state, and anaverage daily
inmate population is approximately 9,500
KANSAS
After the initial contract and renewal options expired, the contract went out to bid in 2012
and a new contract was awarded to Centurylink and signed in January 2013 for an
additional three years with two one year renewal options.
Centurylink worked closely with the incumbent IPS vendor on the initial installation in
2007 to ensure a seamless transition of service to the Centurylink IPS with no loss of
service, and all existing customer data (PIN numbers, PIN/PAN lists, globally blocked
numbers, privileged (do not record) numbers, etc.) successfully transferred, including a
compressed installation schedule and ubuyout" of the prior vendor ahead of the
Christmas holiday.
Centurylink Proposal: Page 169 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
~:::--
-
~~-L~.
2 - SCOPE OF WORK
'='.
.
-·
Noteworthy aspects of the implementation
project were:
•
Interface with the State of Kansas
Offender Management System.
•
Interface with the State of Kansas Th irdParty Commissary System for
commissary ordering by phone
•
Automated debit calling
Interface with JPay for kiosk features
•
Kansas DOC: During our installation at
the Kansas DOC in 2007, we recognized
a significant amount of "noise" on many
of the lines at the state's largest facility.
Site s taff stated that it was a reported
chronic issue that had not been
addressed by the previous provider, who
faced a $15, 000+ cost of hiring outside
contractors to fix the problem.
However, through the network
organization of CenturyLink, Inc. we were
able to dispatch an outside plant expert to
the site, and resolved the problem within
one day.
Nevada Department of Corrections
Centurylink signed a contract to provide inmate
telephone service for Nevada Department of
Corrections in February 2008 and completed the
installaUon in April 2008. Centurylink insta lled
678 inmate phones at 18 facilities throughout the state. The average daily inmate
population is approximately 12,700. In April, CenturyLink received an Intent to
Award for a new long-term contract- the most recent success in our track record
of retaining accounts on successive long-term contracts.
The project goal was to complete the installation on schedule and
within specifications. Even though there were challenges with the
installation (as with any large project), all goals were completed on
time and within specifications.
Centurylink worked closely with the incumbent IPS vendor to
ensure a seamless transition of service to the Centurylink IPS with
no loss of service, and all existing customer data (PIN numbers, PIN/PAN lists, globally
blocked numbers, privileged (do not record)
numbers, etc.) successfully transferred.
Nevada DOC: CenturyLink is proud of
Noteworthy aspects of the implementation project
our long-standing partnership with NDOC,
and has implemented a number of valuewere:
•
•
•
•
•
Interface with the State of Nevada
Offender Management System.
Interface with the State of Nevada Inmate
Banking System Commissary
Automated PIN and Debit calling
Initially implemented Pre-call Voice
Biometrics
Implemented Continuous Voice Biometrics
(Investigator Pro) mid-contract
Centurylink Proposal: Page 170 of 247
RFP No. ADOC 14-00003887114-066-24
added products and features with no
impact to calling rates or commissions
throughout the contract.
These features have included no-cost
bandwidth augmentations to the State 's
internal network, inmate voicemail,
automated information services for
inmates, and other products.
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
~-
........,
2 - SCOPE OF WORK
~_,......___
.. -
•
Network bandwidth swap mid-contract
•
Inmate automated information services - trust-account verification implemented
through the IPS mid-contract
Inbound friends & family voicemail for inmates mid-contract
Informational messaging system implemented mid-contract
•
•
Texas Department of Criminal Justice (TDCJ)
Centurylink signed a contract to provide inmate telephone
service for the Texas Department of Criminal Justice in October
2008. The installation began in February 2009 and was
completed in December 2009. Centurylink installed 5,385 inmate
phones at 114 prison facilities throughout the state. The average
daily inmate population is approximately 160,000.
•
The project goal was to complete the installation on schedule and within specifications.
TDCJ did not offer inmate telephone service prior to this contract, which made the
implementation the largest IPS project ever undertaken, requiring all new wiring,
conduit, and telephone installation in every facility. In addition, a customized PAN
verification process was developed by Centurylink to meet the rigorous requirements of
TDCJ .
Noteworthy aspects of the implementation project
were:
•
Automated population of inmate information
•
•
•
Voice print biometrics
Interface with TDCJ Commissary
Automated debit calling
•
Customized PAN verification process
Texas DCJ: CenturyLink installed the first
offender telephone system ever allowed
in Texas - the largest OTS project ever
undertaken.
CenturyLink is also in the process of
installing a contraband cell phone
Managed Access system at two TDCJ
sites; this installation was negotiated midcontract.
Wisconsin Department of Corrections
Centurylink has provided inmate telephone
service for Wisconsin Department of Corrections since 2001. Centurylink installed 1,287
inmate phones at 36 facilities throughout the state. The
average daily inmate population is approximately 22,000.
Wisconsin is another example of CenturyLink's longterm commitment to service and customer retention. At
the expiration of the original 2001 contract and extensions
in 2009, Centurylink won the resulting RFP and new longterm contract.
The project goal was to complete the installation on schedule and within specifications.
The project goal was achieved.
Centurylink Proposal: Page 171 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
---
Centurylink worked closely with the incumbent IPS vendor to ensure a seamless
transition of service from the existing calling platform to the Centurylink IPS with no loss
of service, and all existing customer data (PIN numbers, PIN/PAN lists, globally blocked
numbers, privileged (do not record) numbers, etc.) successfully transferred. Noteworthy
aspects of the implementation project were:
•
•
•
•
•
2.6.6
First-time implementation of PINs
Secure and approved system User Remote
Access when thls was a relatively new and
uncommon feature
On-line call recording storage for the life of
the contract and seven years beyond
Instructional video production
Placement of on-site PIN administrators
Wisconsin DOC: WIDOC is
CenturyLink's longest-served DOC
customer, since 2001. We were awarded
the opportunity to continue serving
Wisconsin in 2009 under a new long-term
contract.
Local inmate telephone systems - Provision ofinmate telephone systems
in a state or county that does not encompass all inmate facilities within
the state or county. This would include federal facilities that are
individually served.
~::~ Centurylink has read, understands and will comply.
Centurylink provides several inmate telephone systems that do not encompass all
inmate facilities within the broader prison or jail system - we also provide certain special
phone services to ICE inmates housed in some county facilities.
Examples of these 'partial system' services include juvenile detention centers in a handful
of county systems. At a state level, Centurylink provides separate secure telephone
systems to patients at a secure drug treatment center and secure mental health facility
within the Wisconsin Department of Corrections.
2.6.7
Inmate Telephone Systems and Services
2.6. 7. I Experience in this category includes design and implementation
of inmate phone systems, billingi'payments, customer relations,
management of subcontractors, maintenance/repair/
troubleshooting, and monitoringi'recording integration.
€::~ Centurylink has read, understands and will comply.
For all the inmate telephone systems cited above, Centurylink serves as the prime
contractor and is responsible for complete turnkey services including but not limited to
billing/payments, customer relations, management of subcontractors,
maintenance/repair/troubleshooting. and monitoring/recording integration.
Centurylink Proposal: Page 172 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.........
2 - SCOPE OF WORK
.
2.6.8
References/Experience
2.6.8.1 List at least three and no more than five Contractor references
for which the Contractor has provided inmate telephone
systems similar to this services. References must contain the
firm's name, contact's name, and phone number. State the
number of inmates and the gross revenue collected.
~::~ Centurylink has read, understands and will comply.
Customer
Served since
Account size
Yearly Revenue
-
Summary of Services
-
-
Contact
Alabama Department of CorrectionsI
2012
30 facilities, 25,000 inmates
$6.6 million
OMS interface, first-time installation of
self-learning PANs, CTL attorney audits,
fraud and velocity controls, prepaid
collect and inmate debit, location-based
calling restrictions
Robert M Brantley, Assistant Accounting
Director
Phone: (334) 353-5561
Email: robert. brantley@doc. a labama .gov
Customer
Kansas Department of Corrections
Served since
Account size
2008
10 facilities, 9,480
inmates
Yearly Revenue
Summary of Services
$4.7 million
Contact
OMS interface, prepaid collect, inmate
debit, continuous voice biometrics, cell
phone detection equipment trial,
automated inmate information services,
detailed location-based calling
restrictions by housing units, inmate
voicemail
Chris Walker,
Communications Supervisor
KS Department of Corrections
Phone: (913) 727-3235 x 57101
Email: Chris.Walker@doc.ks.gov
Centurylink Proposal. Page 173 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
~-
Customer
Served since
Account size
Yearly Revenue
Summary of Services
Nevada Department of Corrections
2007
18 facilities, 12, 700 inmates
$5.7 million
OMS interface, prepaid collect, inmate
debit, continuous voice biometrics, ceH
phone detection equipment trial,
automated inmate information services,
detailed location-based calling
restrictions by housing units, inmate
voicemail
Dawn Rosenberg, Chief of Purchasing
and Contract Management
Phone: (775) 887-3219
Email: drosenberg@doc.nv.gov
Contact
Customer
Served since
Account size
Yearly Revenue
Summary of Services
---~--
Contact
Customer
Served since
Account size
Yearly Revenue
Summary of Services
Contact
;
Texas Department of Criminal
Justice
2009
114 facilities, 155!000 inma~
$34. 1 million
----OMS interface, commissary interface,
automated inmate debit, voice
biometrics, cell phone detection
installed (two facilities),
Lynda Cobler
Offender Telephone and E-messaging
Coorainator
Phone: (936) 437-1 490
Email: lynda.cobter@tdcj.state.tx.us
Wisconsin Department of
Corrections
2001
-36 faciliti~~ . 22,000 inmates
$8.1 million
OMS interface, commissary interface,
inmate PINs
John Shanda
Telecommunications Manager
Phone: (608} 240-5666
Email: john.shanda@wisconsin.gov
2.6.8.2 List any accounts which you have lost or canceled in the last
year which are similar in type (correction institutional), give
Centurylink Proposal: Page 174 of 247
RFP No. ADOC14-00003887 14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
r- -
L __ ... -
2 - SCOPE OF WORK
•
the reason for each. List all Correctional accounts you have
operated in the past five years, their current status, reasons
why, if any, of these contracts have been lost, cancelled or rebid and provide names of contacts for these accounts so
references can be verified. Also, describe how each experience
applies to the following:
2.6.8.2.1
2.6.8.2.2
2.6.8.2.3
2.6.8.2.4
2.6.8.2.5
2.6.8.2.6
2.6.8.2.7
2.6.8.2.8
~· ,,._
~- ~~
Desi&111 and implementation of system wide or
local inmate phone systems
Billing/payments
Customer/public relations
Management of subcontractors
Maintenance/repair
Troubleshooting/response
Monitoring/recording integration
Other
Centurylink has read, understands and will comply.
In the last five years, Centurylink has lost two contracts. In both cases the contacts that
we worked with have retired after the contracts were transitioned to a new vendor,
therefore we cannot provide that information. These two contracts are:
•
•
South Carolina Department of Corrections - Contract was rebid in 2011,
CenturyLink was not selected to continue to provide services
Michigan Department of Corrections - Contract was rebid in 2011, Centurylink
was not selected to continue to provide services
The following table lists our current contracts with a brief discussion of the account:
Account
Escambia County Florida
#of Sites,
Phones,
and ADP
2 sites
Provided service since June 2002
Special features:
Detention Center
Director Gordon C. Pike
2935 North L Street
Pensacola, Florida 32501
Office: (850) 595-3110
Fax: (850) 595-4691
gcpike@co.escambia.fl.us
Project Details
123
inmate
phones
o
o
o
ADP 1,353
Col. Brett Whitlock
2935 North L Street
Pensacola, Florida 32501
Office: 850 436-9425
Centurylink Proposal: Page 175 of 24 7
RFP No. ADOC14-00003887/14-066-24
o
o
o
o
o
Enforcer IPS installed Oct 2007, upgraded from CAM
PIN automated
Sept 2009 Interface with CTS jail management system
previously interfaced with WIN/WIN JMS
Oct 2007 Interface with Trinity Commissary
Nov 2007 Automated debit calling
April 2007 Voice print biometrics
Secure and approved system User Remote Access
On-line call record ing storage for the life of contract
Contract Renewed Se tember 5, 2013
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
-=-·
c
Fax: (850) 436-9167
bdwhitlock@escambiaso.com
Pasco County Florida
Sheriff's Office
Major Ed Beckman
20101 Central Blvd.
Land O'Lakes, Florida 34639
Office: (813) 235-6000
Fax: ( 813) 235-6018
ebeckman@PascoSheriff.org
1 site
140
inmate
phones
Contract Began June 19, 2002
Contract Expiration September 5, 2016 with option to
extend two add itional one year periods.
Provided service since June 2004
Special features:
0
0
0
ADP
1,508
0
0
0
Lt Tom Perron
20101 Central Blvd .
Land O'Lakes, Florida 34639
Office: (727) 277-7102
Fax: (813) 235-6018
toerron®oascosheriff.com
Seminole County Florida
Sheriff's Office
c
Major Clifford Manley, Jr.,
Detention Center Administrator
211 Bush Blvd.
Office: (407) 665-1205
Fax: (407) 665-1275
cma nley@sem inolesheriff.org
George Sellery
Senior Manager, Finance & Contract
100 Bush Blvd.
Sanford, Florida 32773-6799
Office: ( 407)665-6532
gsellery@seminolesheriff.org
Leon County Florida
Sheriff's Office
c
Major Brent Coughlin, Detention
Center
535 Appleyard Drive
Tallahassee, Florida 32304
Office: (850) 921-3664
Fax: (850) 922-3697
coughlib@leoncountvfl.gov
0
0
2 sites
132
inmate
phones
Contract Began May 4, 2004
Contract Expiration December 31, 2012 with option to
extend two successive one vear terms.
Provided service since September 2001
Special features:
0
0
0
36
(pair)
visitation
phones
0
0
0
ADP
832
0
0
0
1 site
81
inmate
phones
0
0
0
0
0
0
Gene Griffin, Chief Administrator
2825 Municipal Way
Centurylink Proposal: Page 176 of 24 7
RFP No. ADOC14-00003887/14-066-24
Enforcer IPS installed Mar 2008, upgraded from CAM
Network two facilities; main Detention and work releas
PIN automated
Mar 2009 Interface w ith Seminole "6900 Support
Services" proprietary jail management system
March 2009 interface with JMS to provide Automated
Debit Calling
Sept 2009 Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
Mar 2008 Visitation Phones monitoring & recording,
integrated with IPS, including inmate PIN and voice
verification
Contract Began August 1, 2001
Contract Expiration December 18, 2012.
Provided service since November 2001.
Special features:
0
ADP
1,0001
Enforcer IPS installed Jun 2009, upg raded from CAM
PIN automated
Jun 2009 Interface with Tiburon jail management
system
Jun 2009 Call Center Debit Calling
No Commissary Interface for Debit Calling (Keefe)
Sep 2009 Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
0
Enforcer IPS installed Sept 2008, upgraded from CAM
PIN automated
Sep 2008 Interface with Leon County proprietary jail
information system (Justice Information System)
Aug 2009 Call Center Debit Calling
No Commissary Interface for Debit Calling (Keefe)
Mar 2009 Voice print biometrics
Secure and approved system User Remote Access
On -line call recording storage for the life of contract
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
c
Tallahassee, FL 32304-3807
Office: (850) 922-3335
Fax: (850) 922-3337
griffinge<@teoncountvfl.gov
Okeechobee County Florida
Sheriff's Office
Ronnie White, Jail Administrator
504 NW 4th Street
Okeechobee, Florida 34972
Office: (863) 357-5372
rwhite(@sheriff .co.okeechobee. fl. us
Contract Began November 2, 2001
Contract Expiration August 7, 2013 with option to extend
two successive one year terms.
1 site
26
inmate
phones
9
(pair)
visitation
phones
Provided service since jail was built. Installed first ca ll
control inmate telephone system December 1999.
Special features:
0
0
0
0
0
ADP
236
a
0
Contract Began March 1, 1995
Contract Extended Expiration August 20, 2017 with the
option to extend on a month to month basis.
Sumter County Florida
Sheriff's Office
Major Steve Binegar
219 E Anderson Avenue
Bushnell, Florida 33513
Office: (352) 569-17 40
Fax: (352) 569-1741
sbinegar<@sumtercounty:sheriff.org
c;
0
Enforcer IPS installed Feb 2008, upgraded from
Com bridge
PIN (County Administrator types JMS (Positron)
information into Enforcer System Daily)
Aug 2009 Call Center Debit Calling
June 2008 Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
Feb 2008 Visitation Phones monitoring & recording,
integrated with IPS, including tnmate PIN and voice
verification.
Walton County Department of
Corrections Florida
Lt. Bill Price
1 site
63
inmate
phones
ADP
198
1 site
37
inmate
Centurylink Proposal: Page 177 of 247
RFP No. ADOC14-00003887/14-066-24
Provided service since March 1995. Installed first call
control inmate telephone system December 1998.
Special features:
Enforcer IPS installed Mar 2008, upgraded from CAM
0
0
PIN automated
0
Mar 2008 Interface with proprietary jail management
system (Data Pursuit)
0
Mar 2008 interfaced with Stuart Commissary
0
Mar 2008 Automated debit calling
Jun 2008 Voice print biometrics
0
0
4/4/2011 Inmate Commissary Ordering Via Enforcer
0
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
0
Contract Began March 1, 1995
Contract Expiration February 29. 2013 with option to exten
two successive one year terms .
Provided service since June 2010.
Special features :
0
Enforcer JPS installed June 2010
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
2 - SCOPE OF WORK
.!. :.
·f!l'r.
~
Support Commander
Walton County Department of
Corrections
796 Triple G Road
DeFuiniak Springs, FL 32433
Office: (850} 892-8196
pribill@co. walton.fl. us
Hernando County Florida Sheriff's
Office
Major Michael Page
16425 Spring Hill Drive
Brooksville, FL 34604
Office: (352} 797-3401
mpaqe@hernandosheriff.org
Hillsborough County Florida
Sheriff's Office
Jim Hardin, Information Services Div
Project Manager
10140 Windhorst Road
Tampa, FL 33619
Office: (813} 290-2270
Fax: (813) 290-2470
jhardin@hcso.tampa.fl.us
phones
o
o
o
ADP
227
o
o
o
Contract Began June 17, 2009
Contract Ex iration June 17. 2015.
Provided service since August 2010.
Special features:
1 site
76
inmate
phones
o
o
o
o
o
o
o
o
ADP
560
Enforcer IPS installed Sept 2010
PIN automated
Oct 2010 Interface with CTS jail management system
Oct 2010 Interface with Keefe Commissary
Oct 2010 Automated debit calling
Jan 2011 Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the fife of contract.
Contract Began August 27, 2010
Contract Expiration August 26, 2015 with option to rene
for successive one ear terms.
Provided service since April 2011.
Special features:
2 sites
460
phones
o
o
o
ADP
2,843
o
o
o
o
Putnam County Florida Sheriff's
Office
PIN automated
Sept 2010 Interface with EIS jail management system
May 2011 Call Center Debit implemented. Automated
debit calling pending
Feb 2011 Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
Enforcer IPS installed April 2011
PIN automated
April 2011 Interface JAMS Hillsborough proprietary jail
management system
Automated debit calling to be implemented with
customer commissary change to Aramark ETA 3011
Voice print biometrics implementation ETA May 2011
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
Contract Began March 3, 2011
Contract Expiration August 1, 2014, with option to renew fc
u to two additional two ear terms.
Provided service since January 2013.
Spedal Features:
1 site
24 phones
Major John Griffin, Director of
Corrections
130 Orie Griffin Boulevard
Palatka, FL 32177
Office: (386) 329-0853
Fax: (385} 329-0484
· riffin
utnamsheriff.or
ADP
355
Centuryli nk Proposal: Page 178 of 247
RFP No. ADOC14-00003887114-066-24
Enforcer IPS installed January 9, 2013
o Jan 2013 Interfaced with JMS
o Jan 2013 Commissary ordering interfaced with IPS
o Jan 2013 Automated debit calling
o PIN automated
o Secure and approved system User Remote Access
o On-line call recordin stora e for the life of contract
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
- -
--
2 - SCOPE OF WORK
-=
o
Chief of Staff Rick Ryan
130 Orie Griffin Boulevard
Palatka, FL 32177
Office: (386) 329-0815
Fax: (385) 329-0484
r an
utnamsheriff.or
Clark County Nevada Detention
Center
I
!
Captain Frank Reagan (retires Feb
2014)
330 S Casino Center Blvd
Las Vegas, NV 89101
Office: (702) 671-3762
Fax: (702) 671-3696
f3670r@lvmpd.com
Contract Began November 25, 2012
Contract Expiration November 25, 2016 with option to
extend one additional four year term .
2 sites
461
phones
ADP
3,930
Lt. Debbie Baldwin
3300 Stewart Avenue
Las Vegas, Nevada 89101
Office: (702) 229-2402
Fax: (702) 380-3136
dbaldwin@lasvegasnevada.gov
Charleston County South Carolina
Detention and Juvenile Facilities
Major Willis Beatty
3841 Leeds Avenue
Charleston, SC 29405
Office: (843) 529-7314
Fax: (843) 529-7465
wbeatt
charlestoncount .m
Provided service since March 2011.
Special features:
o
o
o
o
o
o
Captain Michael See (after Feb 20 14)
330 S Casino Center Blvd
Las Vegas, NV 8910 1
Office: (702) 671-3862
Fax: (702) 671-3696
· City of Las Vegas Department of
Detention and Enforcement
Voice print biometrics Implementation ETA Feb 2013
o
o
o
1 site
110
inmate
phones
ADP
769
2 sites
164
phones
ADP
1,274
Centurylink Proposal: Page 179 of 247
RFP No. ADOC14-00003887/14-066-24
Enforcer IPS installed March 2011
PIN -self enrolling
March 2011 Interface (file extraction from Clark IT)
Sycon jail management system
Pending Interface (file extraction from Clark IT) ITAG
Commissary
Pending implementation of automated debit calling
April 2011 Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
November 2011 implemented Sealed Record
application
Contract Began February 1, 2011
Contract Expiration January 31, 2014 with option to extenc
two additional two ear terms.
Provided service since March 2011 .
Special features :
o Enforcer IPS installed March 2011
o PIN-self enrolling
o March 2011 Extraction-Keefe Commissary File for jail
management information
o April 2011 Interface with Keefe Commissary
o April 2011 interiace with Keefe automated debit per ca
through trust account
o Secure and approved system User Remote Access
o On-line call recording storage for the life of contract
Contract Began February 1, 2011
Contract Expiration January 31 , 2014 with option to extenc
two additional two ear terms.
Provided service since May 2002
Special features:
Detention Facility
VAC 100 !PS installed May 2002
VAC Focus 100 IPS Upgrade Sept 2007
PIN
: o Interface GEAC jail management system May 2002
o
o
o
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
,.....
Juvenile Facility
o Public Sector Platform
Fort Worth Texas Police
Department
1 site
5
Mary E. Wilson
350 West Belknap Street
Fort Worth, Texas 76102
Office: (817) 392-4239
Fax: (817) 392-4204
mar .wilson fortworth ov.or
Nevada Department of Corrections
Dawn A. Rosenberg
Chief of Purchasing
Nevada Department of Corrections
Office: (775) 887-3219
Fax: (775)887-3343
drosenberg@doc.nv.gov
inmate
phones
ADP
40
18 sites
619
inmate
phones
ADP
12,794
Pam delPorto
Inspector General
Nevada Department of Corrections
Office: (785) 887-3395
pdelporto@doc. nv.qov
Contract Began April 4, 2002
Contract Expiration December 31, 2011 with option to
extend month-to-month.
Provided service since March 2009
Special features:
o
Contract Began February 26, 2009
Contract Expiration February 26, 2014 with option to exten
one ear.
Provided service since April 2008
Special features:
o
o
o
o
o
o
o
o
o
o
o
Texas Department of Criminal
Justice
Lynda Cobler,
Offender Telephone and E-messaging
Coordinator
815 11 •h Street, Suite 100
Huntsville, TX 77340
Office: (936) 437-1490
Lynda.cobler@tdcj.state.tx.us
114 sites
5,460
offender
phones
ADP
155,000
(120,078
have
access)
NCIC IPS installed March 2009
Enforcer IPS installed April 2008
PIN automated
April 2008 Interface (file extraction from) Notice-I-Serie
AS400 jail management system
April 2008 Interface (file extraction from) I-Series AS40
and Inmate Banking System Commissary
April 2008 Automated debit calling
March 2009 Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
August 2011 Updated Investigator Pro
November 2011 implemented Trust Account Balance
verification by inmates through the JPS
November 2011 implemented informational ''message
of the day" through the IPS
Contract Began February 12, 2008
Contract Ex iration Februa 28, 2014
Provided service since March 2009
Special features:
o
o
o
o
o
o
o
o
Secure Call Platform OTS installed December 2008
PIN 2009
Automated Population of Offender Information 2009
Voice print biometrics Dec 2009
Interface with TDCJ Commissary March 2010
Automated debit calling March 2010
Secure and approved system User Remote Access
On-line call recording storage for 36 months
Contract Began October 3, 2008
Contract Expiration October 8, 2015 with option to extend
two additional two ear terms.
Centurylink Proposal: Page 180 of 24 7
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
a
t Wisconsin
Department of
Corrections
John Shanda,
Telecommunications Manager
3099 E. Washington
Madison, WI 53707
Office: (608) 240-5666
John.Shanda@wisconsin.gov
36 sites
Provided service since 2001
Special features:
1,340
inmate
phones
0
0
0
ADP
22, 131
Kansas Department of Corrections
10 sites
Chris WalkerTCommunications
Supervisor
KS DOC
Lansing, KS 66043
Office: (913) 727-3235 x 57101
955
inmate
phones
0
Contract Began March, 2001
Contract Expiration December 31 , 2016
Provided service since December 16, 2007
Special Features:
0
0
0
ADP
9,489
0
Email - Chris.Walker@doc.ks.gov
0
0
0
0
c
0
0
0
0
Milwaukee County Wisconsin
Debra Burmeister, Deputy Inspector
821 W. State St.
Milwaukee, WI 53233
Office: (414) 226-7062
Debra.Burmeister(@milwcnty.com
Secure Cati Platform installed 12/16/2007
PIN
December 2007, Interface between ICSolutions with ja
management system.
December 2007, Interface with State of Kansas, for the
Commissary, a facility managed program.
December 2007 automated Debit Calling
January 2009, lnteface with JPay Inc. for Kiosk feature
Secure and approved system User Remote Access
Online Call Recording Storage for life of contract
Individual stations can be taken out of service without
affecting other stations or units.
Inmate telephones are not able to receive any incomin!
calls.
Fraud prevention feature in place.
Detect and terminate call forwarding and conference
calls.
Contract Began on December 16, 2007
Contract Expiration on January 1, 2010 with two one-year
renewal options
Contract re-won February 2013, expires January 2016 wilt
two one vear renewal options
Provided Service 2002
Special features:
2 sites
578
inmate
phones
0
ADP 2,450
0
0
0
0
c
Secure Call Platform IPS installed Feb 20 11
PIN system in use
Secure and approved system User Remote Access
On-line call recording storage for the life of the contracand seven beyond
Secure Call Platform IPS installed March 2011
PIN system in development
Secure and approved system User Remote Access
On-line call recording storage for the life of the contrac
and seven beyond
2012 Interface (file extraction from trust account) debit
purchasing Inmate Banking System
Contract Began September, 2002
Contract Expiration February 8, 2014 with two one year
renewal options
Centurylink Proposal: Page 181 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
.......
-
-
2 - SCOPE OF WORK
-
Wisconsin Department of Health
Services
lee Evers, Wisconsin OHS
Telecommunications Coordinator
1 W Wilson St, Room B124C,
Madison, WI 53703
Office: (608) 267-7299
Lee. Evers@dhs.wisconsin. gov
2 sites
Provided Service 2002 New Contract May 2011
51
patient
phones
Specia l features:
Site 1 - Sand Ridge Treatment Center
o NCIC (ICE)
o Card-less debit for patients
o PIN System used
o Secure and approved system User Remote Access
o On-line call recording storage for the life of the contrac·
and seven beyond
ADP684
Steve Schneider, Security Director
Sand Ridge Secure Treatment Facility
Office: (608) 847-1788
Steve. Schneider@dhs.wisconsin.gov
** use Steve for NCIC reference
Kansas Juvenile Correction Ctr.
2 sites
Keith Bradshaw
1430 NW 25th Street
Topeka, KS 66618
Office: (785) 296-421 3
kbradshaw@jja.ks.gov
44
inmate
phones
ADP 319
Alabama Department of Corrections
30 sites
Robert M. Brantley
Assistant Accounting Director
Alabama Department of Corrections
301 S. Ripley St
Montgomery AL 36130-1501
Office: (334) 353-5561
Robert.Brantle
doc.alabama. ov
Jackson County Detention Center
1,099
inmate
phones
Laura J. Scott
Manager of Services
1300 Cherry Street
Kansas City, Missouri 64106
Office: (816) 881-4232
UScott@jacksonqov.org
126
inmate
phones
ADP
25,195
1 site
ADP
851
Centurylink Proposal: Page 182 of 24 7
RFP No. ADOC14-00003887/14-066-24
Site 2 - WI Resource Centero Securus SCP Platform
o Secure Call Platform IPS installed Feb 2011
o PIN system in use
o Secure and approved system User Remote Access
o On-line call recording storage for the life of the contrac
and seven ears be ond
Provided service since March 1, 2008
Special Features:
o Secure Call Platform installed 04/07/08
o PIN
o April 2008. Interface ICSolutions with jail management
system.
o April 2008, Interface with KJCC, for the Commissary, a
facility managed program.
o November 2009, automated Debit Calling at one site.
o Secure and approved system User Remote Access
o On-Line Call Recording Storage for life of contract
o Fraud prevention feature in place.
o Detect and terminate call forwarding and conference
calls.
Provided service since September 2012
Special Features:
o Enforcer IPS installed September 2012
Contract Began June 6, 2012
Contract Expiration June 5, 2015 with option to extend two
additional one-year terms
Provided service since February 1, 2012
Special Features:
o Enforcer IPS installed March 2012
o PIN-self enrolling
o March 2012 Extraction-Keefe Commissary File for jail
management information
o lnterface with Keefe Commissary
o Interface with Keefe automated debit er call throu h
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
--
2 - SCOPE OF WORK
:...,,.-..
(1
0
1)
0
i
Johnson County Detention Center
2 sites
Lt. Randy Mcintire
101 N. Kansas Ave.
Olathe, KS . 66061
Office: (913 ) 715-5129
Randt:.mcintire(@jocogov.org
86
inmate
phones
Secondary Contact Person:
Lt. Brian Clark
277 45 W. 159th St.
New Century, KS 66031
Office: (913) 715-5863
Brian.clark(@jocogov.org
c
Cole County MO
!
c
0
0
0
0
0
1 site
Kerry Nicholson
1301 Ks Hwy 264
Larned , KS 67550
Office: (620) 285-4111
Larrt:.Peterson@LSH.KS.GOV
54
Patient
Phones
Christopher Hill
Sheriff
Lenoir County Sheriffs Office
P.O. Box 3289
130 S. Queen Street
Kinston, North Carolina 28501
Office: (252) 559-6102
0
0
29
inmate
phones
I
Special Features:
0
John Wheeler, Chief Deputy
Cole County Sheriff's Dept.
301 E High St Jefferson City, MO
65101
Office: (573) 634-9160
iwheelerra>colecountv.oro
Larned State Hospital
Lenoir County NC
+
Contract Began February 1, 2012
Contract Exoiration February 1, 2015 with option to extend
Enforcer JPS installed July 17, 2013
0
ADP
660
ADP
145
1 site
ADP
105
1 site
trust account
N/A Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
Secure Call Platform installed 7/17/2013
Self-enrolling PINs
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
Secure and approved system User Remote Access
Pre-Call Voice Print Biometrics
No Commissary Interface for Debit Calling
Use Debit Cards for Debit Calling
Video Conferencing (Future)
Contract Began July 1, 2013
Contract Expiration July 31,2014 with option to extend for
four one vear renewals
Provided service since July 13, 2012
Special Features:
Enforcer IPS installed July 2012
0
PIN-self enrolling
0
Contract Began July 13, 2012
Contract Expiration July 12, 2013 with option to extend
Provided service since January 6, 2012
Special Features:
Enforcer IPS installed July 2012
0
PIN-self enrolling
0
0
International calling
Contract Began January 6, 2012
Provided service since December 1, 2012
(Upon New facility opening)
50
inmate
phones
ADP
237
CenturyLink Proposal: Page 183 of 247
RFP No. ADOC14-00003887/14-066-24
Special Features:
Enforcer IPS installed November 2012
0
PIN-self enrolling
0
Extraction-Keefe Commissary File for jail management
0
information
Interface with Keefe Commissary
0
I
io Interface with Keefe automated debit per call through
trust account
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
--
2 - SCOPE OF WORK
.....
C.)
0
0
0
NIA Voice print biometrics
Secure and approved system User Remote Access
On-line call recording storage for the life of contract
Contract Began December, 2012
Contract Expiration December, 2015 with option to extend
. City of Foley Alabama
Chief Deputy Randy Bishop
407 E Laurel Avenue
Foley, AL 36535
Office: (251) 952-4010
rbi sho12@fole~12ol ice. org
c
1 site
4
inmate
phones
2 Sites
Warden Dennis Grimes
East Baton Rouge Parish Sheriff's
2867 Brig. Gen. Isaac Smith Ave.
Scottandville, La. 70807
Office: (225) 358-4003
dgrimes@eprso.org
150
Inmate
Phones
2.6.9
Special Features:
NCIC IPS installed
0
0
January 2013 installed and interfaced visitation
phones including monitoring and recording
0
ETA 1013 to interface with JMS
ADP
30
East Baton Rouge Parish
Sgt. Bob Landry
East Baton Rouge Parish Sheriff's
Office
2867 Brig. Gen. Isaac Smith Ave.
Scottandville, La. 70807
Office: (225) 358-4022
blandry@ebrso.org
Provided service since February 2009
Contract Began February 2009
Contract Expiration February 2012
Rebid awarded September 17, 2012
New Contract Began December 17, 2012
New Contract Exoiration December 17, 2015
Provided service since October 28, 2013
0
0
152 (Pair)
Visitation
Sets
tCS Enforcer
PIN Enrollment and Voice Print Biometrics at fall
date.
Contract Began September 9, 2013
Contract Expires October 30, 2016 (Initial Term)
Right to renew for two additional one year terms.
18 phones
at Work
Release
Center
ADP
1,768
Contractor Resources
2.6.9.1 Provide brief one-page resumes of the single point of contact
and any other individual presently employed by the Contractor
or stated subcontractors who will be responsible to ensure
Contractor performance and customer (Department, inmate,
and public users) satisfaction with the services provided.
Provide documentation showing arrangements made with local
exchange carriers to allow inmates to make collect calls. The
score will be based on review of resumes provided, contact
with references included within the resumes, and the extent of
Centurylink Proposal: Page 184 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
'
2 - SCOPE OF WORK
--'""'·
arrangements made with local exchange carriers.
2.6.9.2 Include the following information, at a minimum, for each person
identified:
2.6.9.2.1 Name
2.6.9.2.2 Position, roles, and responsibilities served in past engagements
2.6.9.2.3 Description of key specialties and abilities
2.6.9.2.4 Description of education and training
2.6.9.2.5 .References for the past engagements
;;:~ Centurylink has read, understands and will comply.
Debra Lambe
6700 Via Austi Parkway
Las Vegas, Nevada 89119
Professional Experience:
• 16 Years experience in the Telecommunications Industry providing account management,
customer service, implementation and representation for communications corporations in
Nevada. Managing the programs associated with Customer Service and Field Operations.
Work daily with Engineering, Network Planning, Project Management, Procurement and
Technical Support to keep all accounts maintaining service at their highest possible level.
22 Years experience in the United States Air Force working in multiple career fields
Current Responsibilities:
• Program Manager of Centurylink's NDOC, Clark County Detention Center and City of Las
Vegas Detention Center Inmate Telephone System accounts with the following responsibilities:
" Management of the following teams and processes:
• Three Field Service Technicians and Two On Site Coordinators
• Overall day to day activity on all assigned accounts
o
Vendor Management
Q
Account Performance
o
Service trouble ticket tracking and follow up
o
Providing Inmate Telephone System Training
Q
Inmate grievance responses
Customer Satisfaction
0
Relevant Experience
CenturyLink, Las Vegas, Nevada
May 2006 to Present
rogram Manager
esponsible for the overall day to day account activities of the Inmate Telephone Systems for state,
Centurylink Proposal· Page 185 of 247
RFP No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
2 - SCOPE OF WORK
unty and city customers extending across the state of Nevada to include 21 facilities, 1,200 phones,
nd for more than 16,600 inmates with an emphasis on customer service
•
•
Achieved through having positive working relationships with contracted vendors
Providing reliable and timely customer response times to inmate grievances and the status
of service, repair, equipment install and removals
Training correctional facility investigators on how to search for, listen and monitor calls
United States Air Force Reserve, Nellis AFB, Nevada
9261h Group Superintendent - Retired
July 2002 to Feb 2014
Advised the 926th group commander on all matters concerning the health, morale, welfare and
effective management of more than 600 Reserve members at seven squadrons and two detachments
at five locations. Provided leadership and guidance as the commander's representative to numerous
committees, councils, boards, and military functions throughout the group, base and command.
Served as the commander's advisor on personnel programs, career progression, family needs, financial
matters and recognition programs. Provided problem solving recommendations to group personnel and
commanders.
Golden-Tel Communications, Las Vegas, Nevada
Major Account Representative
Nov 1998 to May 2006
Responsible for new sales, re-signs, leases, and change of ownership public payphone contracts for
ajor hospitality and corporate accounts. Managed adds, removals, & installs of payphones &
quipment for these major accounts.
United States Air Force (Active Duty)
Aug 1988 to July 1995
Pope AFB, North Carolina, Osan Air Base Korea, and Eglin AFB, Florida
Personnel Specialist
Unit Officer & Enlisted performance report monitor. Managed promotion recommendation process for
unit commander by screening candidates for having the proper eligibility requirements. Outbound
Assignments Counselor, ensured all security clearances, special orders. and training requirements
were correct and complete prior to member departing base on a permanent change of station.
Separations Specialist conducted oral entitfement briefings to member separating from the Air Force.
EDUCATION I TRAINING:
•
•
Troy State University
Troy, AL
Bachelor of Science in Criminal Justice
June 1997
Community College of the Air Force
Fort Watton Beach, FL
Associate of Arts in Personnel Administration
April 1997
2.6.10 Added Value to the Department
Centurylink Proposal: Page 186 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
L
2 - SCOPE OF WORK
2.6.10.1 Describe the resources Contractor proposes to provide as
added value in meeting the needs of the Department. Include
resources to be provided the Department (including any
dedicated staff that would reduce need for the Department to
perform certain tasks), and demonstrated commitment to
serving customers including state and local governments.
;~:~ Centurylink has read , understands and will comply.
Centurylink will provide a total of five Field Service Technicians and three On Site Service
Administrators will be hired to provide onsite maintenance and repair of the new inmate calling
platform. Centurylink has access to 12 additional existing technicians throughout the state of
Arizona that currently service the Arizona Net contract and are familiar with Department policies
and procedures .
Value-Added Features Narrative
Offerings are divided into three sections depending on the financial impact to the Department
inmates, or Friends and Family (F&F) members:
( 1) Offers with no cost to the Department, inmates, or friends & family
(2) Offers impacting commissions to the Department
We look forward to discussing these technologies that will streamline investigations. improve
staff efficiency, simplify inmate communications and operations, and increase connections
between inmates and their friends/family with the Department
SUMMARY OF VALUE-ADDED FEATURES
B ene f ·t
1
F eat ure
(1) "The
Communicator"
Paperless Inmate
Communications
•
•
•
Standard
Feature of ITS
(2) "The
Attendant" Inmate
Information Line
and "Message of
he Day"
•
•
•
•
•
•
Reduced staff time
Eliminate paper kites
Kite audit trai
Reduced paper
usage
Staff can respond
using text to speech
tech no lo
Reduced staff time
Enhanced inmate
and F&F welfare
Better staff to inmate
communications
Descrip
· t'ion
• Unlimited tip lines
Inmates can:
• Schedule medical appointments
• File grievances
• Submit PREA or crime tip
reports
• File inmate telephone
com laints
• Available for both inmates and
F&F
• Staff to inmate general message
broadcast (Message of the Day)
Financial
t
1mpac
None
None
With JMS/OMS inte ration, inmates
Centurylink Proposal: Page 187 of 24 7
RFP No. ADOC14-00003887/14-066·24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
-
L._. ,.
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2 - SCOPE OF WORK
Standard
Feature of ITS
(3) Hotlines
•
(4 ) Em ergency
Auto-Dialer
•
'
•
•
(5) Dat a Detect ive
(6) Additional
Investigative
ssistance
{I ncludes Ac cess
to Additional
Reverse Lookup
Databases)
•
(7) Backup
Technical
Assistance
(8) Commissary
Ordering over the
Phone
•
•
'
'
.
•
and F&F can:
• Track appointment, parole,
court. and release dates
• Perform bond inquiries
• Inmate look-up information .
Fulfills legal
• Centurylink will provide no-cost
requirements for
TIP hotlines and PREA reporting
reporting
lines, and others as required by
the Department
Reduced staff
Calling
campaign to inmate F&F
•
workload
members
Better
• Provide general information for
communications with
disasters (fire, flood)
F&F
Can
be generated on short
•
notice
Data Detective works with
Increased
Centurylink's inmate E-mail and
investigative
photo offerings. The system
capabilities
automatically identifies key words
and phrases, and reports
connections with other inmates and
those on the outside.
Increased staff
• Name and address information
efficiency
for all approved numbers
provided in multiple locations,
Potential reduction
including simple "hot-link" from
of criminal activity
call record reporting screens.
• Exclusive access to Local
Exchange Routing Guide
( LERG) - provides carrier
information and subpoena
contacts for phone numbers.
Better service to the • Centurylink can call on multiDepartment
disciplinary employees for
difficult or unusual situations
Reduced staff time
• Inmates can order commissary
over the phone for delivery
Automation of
orderinq
None
None
None
I
None
None
None
-
F
eature
(9) Cell Phone
Detection Portable Units
B
•
•
f
D
ene 1t
Reduces contraband
Enhances safety
Centurylink Proposal: Page 188 of 247
RFP No. ADOC14-00003887/14-066-24
•
. f
escnp ion
Portable metal detection units
allow for rapid deployment
Financial
Impact
Reduced
commission
s
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
.
2 - SCOPE OF WORK
~
NO·COST VALUE·ADDED FEATURES
(1) The Communicator- Paperless Inmate Communications
Through standard IVR data entry and response technology, our IPS can be used to request medical
appointments, provide information on events such as parole hearings, and file grievances. This
provides an automated means for inmates to request appointments and receive responses, all in a
single, trackable system. The system's voice messaging module can also be used, for example, for
inmates to describe symptoms to medical staff.
100% Paperless Grievance Reporting
Our grievance reporting process will supplement your existing grievance reporting process. With our
paperless telephone process, inmates can file grievances, make PREA or crime tip reports, or even file
complaints about the Inmate Telephone System - all using secure voice mailboxes on any standard
inmate tel'ephone.
Depending upon the type of inmate report, the appropriate Department staff will be automatically
notified when an inmate files a new grievance. Using text.to-speech technology or traditional voice
messaging, staff can respond to inmate reports via the ITS, and the response will be delivered to a
secure voice mailbox for inmate retrieval.
his improves the efficiency by reducing labor costs as information passing move away from traditional
per ordering as staff spends less time collecting and processing medical forms.
Implementation would be a collaborative effort and customized to meet the Department's requirements.
(2) The Attendant- Inmate Information Line/Message of the Day
The Inmate Information Line allows inmates to check information such as release dates, account
balances, and other simple information through straightforward prompts within the ITS. Velocity
restrictions can also be placed so that inmates are able to call into the IVR no more than once or twice
a day - this was an important learning during a similar installation at South Carolina DOC several years
ago.
Using a voice messaging system, Department staff can create a UMessage of the Day" that is delivered
to inmates via inmate phone during a specified time period. Facility staff can type the message into the
ITS, and the message is translated to a voice recording using text-to-speech technology; or staff can
use traditional voice recording to record their message. They then enter the time window (start/stop
dates and times) during which the message will be played to inmates. Any time an inmate picks up any
inmate phone during the designated timeframe, they will hear the Message of the Day before call
connection. When the message expires, it is no longer played to inmates, with no further action
necessary from Facility staff.
he Department can use the Message of the Day feature to share information with inmates facility-wide
Centurylink Proposal: Page 189 of 247
R FP No. ADOC 14 00003887/14 066-2 4
4
4
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
2 - SCOPE OF WORK
r at a single facility. Additionally, with the Department's permission, Centurylink can create messages
inform inmates of new product rollouts, Department-approved rate modifications, or other changes to
inmate calling services.
Centurylink is able to provide these additional services over the ITS due to its position as a
network provider, which in turns allows us to "over-provision" the extra bandwidth needed
to handle these types of transactions. In addition, by moving these simple high-volume
transactions from the kiosks to the inmate phones, kiosks are freed-up for other
transactions.
Using the same voice messaging system described above, authorized Facility staff can create a
"Message of the Oaf that is delivered to inmates via inmate phone during a specified time period.
Facility staff can type the message into the ENFORCER, and the message is translated to a voice
recording using text-to-speech technology; or staff can use traditional voice recording to record their
message. They then enter the time window (starUstop dates and times) during which the message will
be played to inmates. Any time an inmate picks up any inmate phone during the designated timeframe.
he or she will hear the Message of the Day before call connection . When the message expires, it is no
longer played to inmates, with no further action necessary from Facility staff.
The Facility can use the Message of the Day feature to share information with inmates Departmentwide. Additionally, with the Faci lity's permission, ICSolutions can create messages to inform inmates of
ew product rollouts, Facifity-approved rate modifications, or other changes to inmate calling services.
(3) Hotlines
Centurylink can provision as many hotlines as the Department desires, including TIP and PREA
numbers. These hotlines can terminate either within the Department or external to the Department.
(4) Emergency Autodialer
Centurylink has a very large corporate autod ialer system, and is currently utilizing its capabilities with
other inmate facilities. If inmate telephone communications were interrupted, for example by fire or
flood, we can, in very short order provide a pre-recorded message to all the friends and family phone
numbers on the inmate's telephone lists, or to a select few numbers.
(5) Data Detective
We recognize that investigative data can come from several sources - the Offender Management
System or other communications systems such as e-messaging or trust fund deposits.
Because the Department's IPS will be a stand-atone archiitecture. we are able to link to Department specific systems without the worry many other systems have with data security and "firewalling" the
Department from other accounts. In addition, the llPS is abte to accept data and write interfaces to
other system's specifications rather than forcing them to meet ours.
inks to other systems would primarily be shown in the inmate information tab - a screen shot as well
-
-
-
II
1 1~·~
2 - SCOPE OF WORK
:
descriptions of interface opportunities are below:
Share inmate
Information with
Approved Agency
Direct link olreocfydeveloped
for Access Corrections Doto
Detective application to
follow deposit activity
-
~-----
.
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Additional fields can be
added to consolidate inmate
information (gang affiliation,
medical informalion,etc.}
Alerts can be sent to any
investigator Cell Phone, land
line, email and/or pager. Alerts
are triggered when a watched
inmate connects a call
Irrespective or phone used or
number dialed.
Payment Alerts are triggered
when an inmate received
money in his\her account
Oc.• ..... ...-..._ •• tw.a
~Mf;IM- •
..,, ......
Inmate Notes
-=-
~
~
--
Inmate Suspension
n
~
C!!n
~~
PAN fields can be used to populate
EITHER approved or non·approved
(e.g. vicUms) numbers by Inmate
PAN• (PAl'SOl\OI Allowedl81ocktcl NumlMrs)
Pt!tft g OllllMt
,,_IC l.tr.U...l""t
I
We specifically highlight the Data Detective Tr.t capability available today from the IPS. This is a
powerful link analysis tool available to investigators.
This tool has been designed with the investigative nature of the corrections market in mind. Authorized
staff will be able to search varying degrees of separation in order to establish links from offender to
offender or end user to end uset . Some of the features are listed below:
•
•
•
•
•
Department staff can explore important data using a dynamic visual map
The unique design of the visual map allows investigators to quickly find connections and
patterns
Ability for staff to look for connections between e-mail communication with inmates, customers,
etc.
Potential to add multiple layers of data that the Department chooses to include in the visual
search (i.e. inmate visitor lists, release date, etc.)
Web based program allows authorized Department staff are able to view from their own desktop
computer.
ears of research and development. utilizing established relationships with correctional facilities
Centurylink Proposal: Page 191 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted· May 22, 2014
L.
-
-
2 - SCOPE OF WORK
llowed us to develop the very best solution for the corrections market. This tool will automatically be
pplied to all electronic communication with the ability to add multiple other sources as determined by
the Department. The investigative ability of this software is virtually endless. especially when current
development is complete and records from the ITS are combined into e-messaging and/or deposit
services records.
.
. .,,.....
_~
w ~rttQu•.,,.
. . . . .f'( ..
t ,. . . ,~ . .
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-·-·•14..-c.t.
~
...._..u-...
c .........
ll ..
&I<_..
~6)
Additional Investigative Assistance (Includes Access to Additional Reverse Lookup
Databases)
Through our Program Manager, CenturyUnk offers additionat assistance to
Department investigators. This assistance includes:
•
•
•
Running standard reports to identify suspicious activity over the ITS.
Regular refresher training for investigators
Additional database access, provided through our exclusive access
to the Local Exchange Routing Guide (LERG) database. This
database provides carrier information, as well as alternate contact
information for subpoena requests , for numbers that may not be
entered into the ITS but may materialize in the course of an
investigation.
(7) Back-up Technical Assistance
Centu;rLink atff3atly
employs·a.similfjr pumb(!r
verfficatton.prdc~Ss'.foi .
Nevada DOC tot;tay, -ana
h~s BQ,
t¢.sting
vefificatfon center irr
R_qp_ky Mr:umt. NC.
Thi~ ~f#ntttr:flf;JntilfJ.$
number Verifications. for
both New~cl.a ~nd' the
T~xa~ Department·of
Cnmi.nal .Justi'ee1 and
q()~(d t~ke on tflis,wotkwithout ~pecial
prpgrammlrJg:or ramp
· ·: · !{me~
As the "phone company" for much of Arizona , includtng all but two
Department facilities, Centurylink has 2,800 employees in Arizona, and we
ave the ability to call on field engineers, technicians , and other specialized employees to provide
dditional support for the Department.
Centurylink Proposal: Page 192 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
s an example of our abilities, when we took over the Kansas Department of Corrections IPS contract,
e previous vendor had had, for years, a chronic line problem at one facility (which was not in our
phone company's footprint). However, we obtained the assistance of our field staff, and corrected the
problem in one day.
(8) Commissary Ordering and Management by Phone
We would welcome the opportunity to provide information on commissary ordering over the inmate
telephone as either a complement to or replacement of the existing process. As a subsidiary of the
nation's largest commissary software and supply company, CenturyLink's technology partner,
ICSolutions, a division of your current commissary provider, Keefe, has developed the most robust
commissary ordering and processing by phone module available today. The module offers complete
flexibility to the Department to use the phone system in the way it most sees fit:
•
As a complete commissary management tool, including warehousing, purchase restrictions on a
global (no one can purchase more than x items) or individual (diabetic, indigent) basis, inventory
management, picking slips , and P&L reporting .
•
As an "Electronic Bubble Sheet I Shopping Cart Manager", where inmates enter and delete items
on the phone to be presented to the Department's order fulfillment and inventory systems .
•
As a simple free "Speed dial" into a Department-managed automated system for order entry and
control or combinations, such as an Electronic Bubble Sheet that enforces restrictions prior to order
entry. The IPS system has existing customers using the commissary module in all three ways.
Products are given a 4-digit code within the system, thereby allowing 9,999 unique products to be sold.
Laminated product sheets would be installed by CenturyLink for inmates' reference. Once entering the
commissary ordering module, simple prompts would be provided to allow inmates to enter product
codes and quantities, as well as the opportunity to review and modify an order before submitting.
Commissary ordering over the phone allows inmates to place orders from any inmate phone in the
facility. This provides an advantage over implementing commissary ordering kiosks, as there is no
additional cost involved with installation and maintenance and inmates will not be restricted to placing
orders using a limited number of kiosks. Inmates place the order via the inmate phones, which is then
communicated to Keefe Commissary via SIP connection to our centralized data center, similar to an
electronic bubble sheet.
From any standard inmate phone, inmates can enter their phone PIN and press a speed-dial digit to
access the automated commissary ordering system. From here, inmates can follow the automated
operator prompts to make commissary purchases.
When the inmate begins the ordering process, they are presented with the following prompts:
Press 1 for English, 2 for Spanish
Centurylink Proposal: Page 193 of 247
RFP No. ADOC14-00003887/14-066-24
Anzona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
r
~
-
.
-
.
-
2 - SCOPE OF WORK
-ti.
Please enter your site code followed by the pound sign
Please enter inmate ID followed by the pound sign
Enter your passcode followed by the pound sign
Press 1 to add to your order
Press 2 to listen to your order
Press 3 to change your order
Press 5 to list your debt
Press 6 to purchase phone time
Press 7 to hear recent transactions
Once the order is placed, KCN will process the order and make deliveries of commissary items based
on the pre-determined schedules already in place at the facility.
This service benefits the County by reducing staff involvement in processing commissary orders. And
inmates can place commissary orders more often - any time they have access to the inmate phones.
Our recommendation is implementing commissary ordering over the phone rather than via kiosk, as
this is a more convenient and flexible option. With commissary ordering over the phone, inmates can
place orders at any of the many inmate phones in the facility, without the hassle of having to go to a
separate kiosk.
The following screen shots show the user interface and capabilities of the system. As always
enturylink appreciates the opportunity to discuss the system with the Department to jointly determine
e best use of the System's capabilities
Inventory
The Enforcer includes inventory management so that the Department personnel can check order
history and stocking levels.
Centurylink Proposal: Page 194 of 247
RFP No. ADOC14-00003887 14-066-24
Anzona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
I
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Purchase history
Full inmate purchase history is easily accessible for authorized commissary personnel, along with the
opportunity to review and approve purchases:
Centurylink Proposal: Page 195 of 247
RFP No. ADOC14-00003887/14-066-24
Anzona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
l
-~
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2 - SCOPE OF WORK
· ---------·
llam Coda 1000
Item Code. ~
Category. Misc
Sale Price SO.JS
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Total In St ock:
O Oiscipline
I Pl~ce Order
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0 Regular
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0
0 Medical
Max qty per inmate sale: 1
E Trustee
(0 means unlimited)
0 Not for t ale
[ Adjust Stock. . ](for miScsing or found items)
Purchase History
lD.1te iTran1aCdiii'ITYiiJIQ!il ~ ~.Ordared .Q!y, Raca~j
07i02/2012 Found
1
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0
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05/3112007 Adjust
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Centurylink Proposal: Page 196 of 24 7
RFP No. ADOC14·00003887 14·066·24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
-
•"
·~·r · .
2 - SCOPE OF WORK
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Order Entry Rules
Times allowed for order entry are configurable. This is particularly useful if the Department's system
manages inventory in an UElectronic Bubble Sheet" scenario • inventory amounts provided to the ITS
can therefore be "frozen" to avoid over-ordering. Alternatively, the ITS could allow ~over-ordering" and
simply disclose to inmates that their orders are taken pending approval, with the final picking slip
describing items fulfilled versus denied.
------mt'·''tt''
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Centurylink Proposal Page 197 of 24 7
RFP No AOOC 14-00003887/14-066· 24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
-2 - SCOPE OF WORK
~~·
umerous reporting capabilities (account balances, order history, etc) are native in the system Only a
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RFP No. ADOC 14-00003887/14-066-24
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Arizona DOC Statewide Inmate Telephone System
Submitted May 22 2014
---
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2 - SCOPE OF WORK
I,.~~~
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Centurylink Proposal: Page 200 of 247
RFP No. ADOC14-00003887/14-066·24
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Submitted: May 22. 2014
-·---
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VALUE-ADDED FEATURES WITH IMPACTS TO COMMISSIONS AND/OR CALLING RATES
(9) Cell Phone Detection - Portable Units
Portable detection units are valuable and cost-effective tools in combating contraband,
especially contraband cell phones. These units can be rapidly deployed and remain
visible to inmates, or be hidden behind visual barriers for covert operation.
~l1Jl 1
Centurylink works with both leading providers of this technology - Cell Sense and
CEIA USA - and is able to provide the Department with either technology, or a
combination of both. In fact we recommend an approach where the Department trials
one unit of each type, and after an evaluation period the Department could order
additional units based on its preference, should the trial prove beneficial.
r
I;· 11~
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1
Speedily scans
large numbers
CellSense.
CellSense, by MetraSens, is a proven system for detecting the presence of cell
phones in or on the body, even if the phone is switched off. It also has the advantage
of also detecting other contraband items such as shanks, knives and small blades.
apid and un-announced deployment and the ability to scan up to 40 individuals per minute means
at it is clearly the most cost effective and flexible cell phone detector available worldwide. It can even
Centurylink Proposal: Page 201 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
--
.,
·,
2 - SCOPE OF WORK
-.
_ _ ._.,,.._.I
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deployed covertly since it has the ability to scan through walls.
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~duct is offered by CEIA USA, a leader in metal detection devices.
The CEIA unit offers
features and portability similar to the CellSense unit, and also like the CellSense unit, has multiple
deployments throughout the U.S.
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Centurylink Proposal: Page 202 of 247
RFP No. ADOC 14-00003887/14-066-24
Anzona DOC Statewide Inmate Telephone System
Submitted May 22. 2014
,.
.
.
·~-~
2 - SCOPE OF WORK
..
2.6.11 Contractor Financial Responsibility
2.6.11.1 Describe the proposing organization, including size, longevity,
client base, areas of specialization and expertise, and any other
pertinent information in such a manner that the proposal
evaluators may reasonably formulate a determination about the
stability and financial strength of the proposing organization.
;~~~ Centurylink has read, understands and will comply.
Sprint Payphone Services, Inc. was incorporated in the State of Florida in 1994 to allow
the payphone and corrections market to operate as a non-regulated entity outside of the
Sprint Local Exchange territories. The Sprint Local Exchange group was spun from
Sprint in 2008, and later merged with another company to form Centurylink. The new
corrections market group, Centurylink Public Communications, Inc. (CPCI), is a
subsidiary of Embarq Corp., which is in turn a subsidiary of CenturyLink, Inc.
•
The parent company, Centurylink, Inc., is the third largest telecommunications company
in the United States, with 45,000 employees and annual revenues of $18 billion, and
owns a 210,000 mile fiber optic network. The company has offices throughout the United
States and overseas, and provides telephone, Internet, television, cloud computing,
network, and technology consulting services.
CPCI and its predecessors have been providing services to the corrections markets
since 1991 (23 years). We currently serve five state departments of corrections
(Alabama , Kansas, Nevada, Texas, and Wisconsin) and are in the process of
transitioning services for the Idaho Department of Corrections from another vendor to
our IPS. In addition, we serve numerous county and city law enforcement agencies.
Our primary focus is on the corrections markets where we specialize and are strongly
focused on inmate telephone and video visitation services. In addition, we have installed
the first large-scale cell phone managed access system in the United States in two
Texas Department of Corrections facilities. We also have a strong implementation and
management team , the capabilities of which were demonstrated in 2009 when we
installed a ground-up inmate telephone system for the Texas Department of Criminal
Justice, which had never had an inmate telephone system. That project involved
installing over 5,800 phones in 114 facilities to server 155,000 inmates, and included
new wiring in every facility.
As a division of a very large public company, we cannot allow an action by CPCI to bring
bad publicity to the corporation. Our bedrock is integrity. A good example of how we
operate is demonstrated by the recent FCC rulings on Interstate calling rates; many of
our competitors have stopped paying commission on Interstate calls, claiming that the
FCC order (which has been partially stayed by the courts), does not allow them to pay
CenturyLink Proposal: Page 203 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
...
•
--
2 - SCOPE OF WORK
comm1ss1ons. Centurylink is different. We do not see anything in the current court
order that prohibits payment of commissions on Interstate calling, and we continue to
pay commissions to our clients on these calls .
2.6. l l .2 Provide a copy of the Contractor's Dunn and Bradstreet,
Equifax, TRW, or other appropriate credit rating. For sole
proprietors, provide a copy of the appropriate credit rating for
your sole proprietorship. A credit report for the sole
proprietorship will be required before contract execution.
~~~~ Centurylink has read, understands and will comply.
Centurylink has provided D&B information in Tab 7.
2.6.11.3 Provide a copy of the orgapizations, audited, financial records
for the past three (3) years.
~:~~ Centurylink has read, understands and will comply.
Financial Information is located in Tab 7 .
•
2.6. 11.4 Disclose any and all judgments, pending or expected litigation,
or other real or potential financial or legal events that might
materially affect the viability or stability of the proposing
organization or warrant that no such condition is known to
exist.
~~:~ Centurylink has read, understands and will comply.
Conlin v. EMBARQ Payphone Services. et al. -- (U.S. Dist. Ct. ED TX , Case No. 1:09-v01000) Plaintiff challenged the process by which persons wishing to communicate with inmates
via a prison phone system must register with the state. EPSI was never served with this
lawsuit. The court dismissed the case. The plaintiff appealed to the Fifth Circuit, and the
appeal was dismissed tn February 2010. The matter is closed .
Chico-Polo. et al. v. EMBARQ Payphone Services. et al. -- (U.S. Dist. Ct. ED Ml, Case No.
2:10-cv-10758) Plaintiffs allege civil rights violations because international calls to Nicaragua
and Colombia are not allowed under Michigan Department of Corrections policy. EPSI filed a
motion to dismiss, and the claims against EPSI were dismissed by the court. Plaintiff appealed,
and in March 2012, the Sixth Circuit affirmed in EPSl's favor. Plaintiff did not seek review by
the United States Supreme Court, and the matter is closed.
Lacy. et al. v. Texas Board of Criminal Justice, et al. -- (U.S. Dist. Ct. WO TX, Case No. 1:10CV-353-SS) Plaintiffs claim their First Amendment and other rights are being violated by the
prices charged for inmate calls. EPSI and the other defendants filed motions to dismiss. In
February 2011 , the court dismissed the case for improper service, lack of jurisdiction and failure
Centurylink Proposal: Page 204 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
to state a claim . The matter is closed.
Philip Wilcoxson v. The State of Nevada. et al. .- (Nevada First Judicial District, Case No. 10TRT-00076-1 B) Plaintiff alleges that he fell onto remnants of telephone equipment that is no
longer in use, resulting in various personal injuries. The equipment appeared to be from an
installation prior to EPSl's. but to avoid litigation costs, a very low. nuisance value settlement
was finalized in May 2011 . The matter is closed.
Slizewski v. Schowochert. et al. -- (U.S. Dist. Ct. for the Western District of Wisconsin, Case No.
10 -cv-665) EMBARQ Payphone Services, Inc. was not a named defendant, but two
employees of EPSI were individually named as defendants for actions that occurred while
working for EPSI as part of our contract with the Wisconsin Department of Corrections. Plaintiff,
filing pro se, in April 2011 claimed that defendants violated his civil rights by recording his phone
conversations with his legal counsel. In orders filed in August and September of 2011, the
Court granted summary judgment against the Plaintiff on all claims. Plaintiff has not filed an
appeal and the matter is closed.
Cynthia Sue Lane et al. v. State of Texas - Department of Criminal Justice. Embarq Payphone
Services. Inc.. Securus Technologies. Inc, Facility Solutions Group, Inc., (Texoma/Kodiak
Construction Case No. 25756 Walker County, Texas) - Todd Hughes, an inmate housed by the
Texas Department of Criminal Justice, was electrocuted as he stood in water from a ruptured
water pipe that came in contact with an electrical cabinet and associated wiring and circuit
panel. EPSI was not the owner of the electrical cabinet or associated wiring and circuit panel,
and had hired companies to perform electrical installation work for the telephone system. The
case is at a very early stage. EPSI is vigorously defending the lawsuit.
Groves et al. v. Michigan Department of Corrections. et al. - (Ingham County Michigan Circuit
Court, Case No. 10-1616-CZ) EMBARQ Payphone Services, Inc. was an intervening Plaintiff
in a lawsuit filed in December 2010 challenging the award of a prison phone contract to Public
Communications Services, Inc. ('PCS'); the award to PCS was also challenged by another
losing bidder, Securus Technologies, Inc. The Circuit Court of Ingham County granted
defendants' Motion to Dismiss in February 2011 , and EPSI chose not to file an appeal from this
decision.
Global Tel*Link v. Oregon Department of Corrections. et al. - (Marion County Oregon Circuit
Court, Case No. 11C-20510) Global Tel* Link ('GTL') was a losing bidder to an RFP issued by
the Oregon DOC to provide inmate phone services to the Oregon DOC. After the DOC
announced its intent to award the contract to Pinnacle Public Services, LLC ('Pinnacle'), and.
after GTL's bid protests were denied, GTL filed this lawsuit in August 2011 challenging the
ODOC's contract award to Pinnacle. GTL named EPSI and all of the other bidders as
defendants to this lawsuit. Subsequent to GTL's lawsuit, another losing bidder, Evercom
Systems d/b/a Securus Technologies, Inc., filed a counterclaim and cross-claim against all other
parties, including EPSI, also challenging the ODOC's decision to award this contract to
Pinnacle. EPSI has filed Answers to the GTL and Securus lawsuits, and the matter is ongoing.
Ray v. Evercom/Sprint Payphone, et al. (U.S. Dist. Ct. SC Case No. 4:05-cv-2904; Fourth
Circuit Case No. 09-7753) Plaintiff claimed that the prison payphone system mandated collect
calls from inmates at excessive rates, and supported a "kickback" scheme from the defendants
to the state. Plaintiff pleaded state and federal antitrust violations, unfair and unconscionable
trade practices and various other state law causes of action. The trial court denied plaintiff's
request to represent a class of "similarly situated" inmates. Plaintiff appealed and the Fourth
Circuit upheld the trial court's refusal to allow a class action. In September 2009, the court
Centurylink Proposal: Page 205 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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dismissed plaintiff's remaining claims. Plaintiff appealed, and the Fourth Circuit affirmed the
dismissal in May 2010. The time expired for Plaintiff to seek any further appellate review and
the matter is closed.
Walen v. Embarq Payphone Services (U.S. Dist. Ct. ED Ml 06-14201) Plaintiff claimed that the
prison payphone system was improperly used to record calls with his legal counsel. In
September 2009, the court granted summary judgment in Embarq's favor. Plaintiffs motions to
amend this judgment or to have the judgment reconsidered were denied in April 2010. Plaintiff
did not appeal, and the matter is closed .
Evans and Witherow v. Inmate Calling Solutions, et al. (U.S. Dtst. Ct. NV Case No. 3:08-CV0353) Plaintiffs allege that attorney-client privileged phone calls between inmate Witherow and
his counsel were improperly intercepted. In November 2009, the court dismissed the claims
against Embarq. Plaintiff filed several motions for leave to file an amended complaint, for
reconsideration of the dismissal, and to have the magistrate judge removed from the case. The
motions have been denied. The case remains pending in the trial court against other
defendants. While plaintiffs could appeal once the entire case is concluded in the trial court,
there presently are no active proceedings against Embarq.
lswed v. Caruso, et al. (U.S. Dist Ct. WD Ml Case No. 1:08-cv-1118) Plaintiff alleged various
civil rights violations as a result of a prison policy that precluded most foreign phone calls. The
trial court dismissed plaintiffs claims against Embarq before Embarq was ever served with the
lawsuit. The matter is closed.
2.7 IMPLEMENTATION PLAN
2.7. l One Contractor will be selected to enter into a written contract as a result
of this RFP with the selected Contractor to begin providing services no
later than 120 days after execution of a written contract. The proposal
must include an implementation plan describing the tasks and activities to
be completed and their timeframes/milestones prior to the start of
services. The implementation plan is to detail how the Contractor would
satisfy the RfP's requirements regarding the installation, operation and
maintenance of an inmate phone system with monitoring and recording
capabilities, such that each issue addressed would be complete and
detailed enough to assure the Department of the Contractor's
understanding and capability to perform the cited requirements, and to
substantiate that the IPS will be fully operational within the timeframe
stated after execution of the written contract.
;:~ Centurylink has read, understands and will comply.
Centurylink has repeatedly demonstrated our ability to successfully transition accounts
to our platform. Most recently, in 2012, we transitioned the State of Alabama DOC with
30 facilities and 25,000 inmates from your current vendor to our platform.
Centurylink Proposal. Page 206 of 247
RFP No. AOOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
~
In addition, in 2009, we installed, from the ground up, the Texas Department of Criminal
Justice (TDCJ) offender telephone system, which included over 5,800 phones in 114
facilities serving 155,000 inmates. This installation included all wiring and
infrastructure, as TDCJ did not have an existing offender telephone system.
The transfer of service from the Department's current calling platform to the
Centurylink platform will result in no loss of service, and all existing relevant customer
data (PIN numbers, PIN, globally blocked numbers, privileged (do not record) numbers,
etc.) will be transferred to our platform.
Gantt charts allow for critical path analysis and are the preferred method of operation
used by Centurylink for all project management efforts. The use of Microsoft Project
allows the team to clearly identify, document, track and account for all tasks that must
be accomplished as part of the project, including all prep work, activities the day of
transition, post-cutover, acceptance testing and quality assurance testing. We can
easily monitor a project's progress and provide real time updates to all stakeholders.
Quality assurance measures are an integral part of our project planning and these steps
are integrated throughout all phases of the project plan, not just at the completion of the
transition. Our objective is to spend additional time in the planning phase of a project to
identify any potential problems up front and proactively take steps to prevent them. This
practice allows for all stakeholders to have not only a voice, but sense of ownership
when the final Implementation Plan is created and promotes communication throughout
all phases of the implementation.
2.7. 1. l
Please specify Contractors timeframe for the implementation
plan ifless than 120 days.
;::~ Centurylink has read, understands and will comply.
Centurylink will be able to complete the installation of the phones and cutover of the IPS
platform in less than 70 working days, based on normal working hours (Monday Friday, eight hours each day). The 70 day timeframe could be compressed if the
Department would allow work outside normal working hours.
2.7.2
Describe in detail the Implementation and Cutover Plan. The overarching
considerations are to maintain connectivity, avoid disruption of telephone
services to inmates and the Department's need to monitor and/or rerecord
inmate calls and to minimize the concurrent use of the incumbent
provider's and successor's services.
;~:~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 207 of 24 7
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted : May 22, 2014
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Centurylink 1s sensitive to potential disruptions to the Department's routine, and will
closely coordinate with the Department to ensure that disruptions are held to an
absolute minimum_ We also plan to eliminate any concurrent use of the incumbent and
our services by transitioning all lines in a particular facility from the existing lPS to the
new IPS at one time. This allows a clean break between the old and new, easing the
impact on the Department's staff_ Our detailed implementation and cutover plans are
described below in detail.
2.7.2. l
The tasks and activities to be completed and their
timeframes/milestones prior to the start of services (e.g. set-up
of facilities, hook-up of phone lines, hiring/training of
personnel).
f:~ Centurylink has read, understands and will comply.
The full implementation plan is provided in our Gantt chart which can be found in Tab 7.
2.7.2.2
•
The schedule or sequencing of the service installations at Department
sites.
~::~ Centurylink has read, understands and will comply .
The full implementation plan is provided in our Gantt chart wh ich can be found in Tab 7.
2.7.2.3
Risk
1) Manufacturing
Delay
The potential risks that might affect the changeover to a new
phone provider, their possible impacts and any strategies or
solutions that the Contractor proposes to mitigate or prevent
these impacts.
Mitigation Strategies
(Actions To Reduce Probability of Risk Materializing, And
Contingency Plans To Reduce Impact of Risk If It Does Occur)
Centurylink will work with all critical vendors so that orders will be
developed during contract negotiation process. This will ensure that
orders will be placed as soon as possible after the Contract has been
signed by both parties. Centurylink "shall not proceed with the
performance of the work to be done under the Contract, including the
purchase of necessary materials, until both parties have signed the
Contract to show acceptance of its terms, and the Contractor receives
a contract release/purchase order that authorizes and defines specific
performance requirements
Centurylink Proposal: Page 208 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2) Delivery Delay
If any of the first site cutovers are impacted by problems with the
timeliness or the accuracy of equipment deliveries, alternative shipping
vendors will be selected to minimize future disruptions. As a Fortune
500 Corporation, CenturyLink CENTURYLINK has well established
relationships with multiple transport vendors.
3) Equipment
Misplaced
A Centurylink Project Manager or Program Manager will coordinate
equipment deliveries with each site on a daily basis to confirm delivery,
identify the Department personnel who took delivery of the IPS
equipment, and the physical location the equipment is being stored at
before the installation team arrives.
I
4) Network
Services Delay
•
i
A Centurylink Program Manager (Kristie Dean) will coordinate network
services installation with each LEC, CLEC, or carrier on a daily basis to
confirm the delivery schedule. As a Fortune 500 Corporation
Centurylink has a well established relationship with virtually all LECs ,
CLECs, and carriers. Any delay will be escalated to the President of
Wholesale and Centurylink Payphone Services level (Bill Cheek), if
necessary, to address possible schedule variances.
5) Network
Services
Configuration
A Centurylink Program Manager (Kristie Dean) will coordinate
network services installation with each LEC, CLEC, or carrier on a daily
basis to confirm proper configuration. As soon as network installation is
completed testing will be scheduled to ensure proper operation in
advance of platform cutover.
6) Site Lock
Down
If a Department site becomes inaccessible because of a security issue
the Project Manager (Shelia Rafferty) will attempt to re-direct
installation personnel to other nearby sites where equipment and/or
services have been delivered and work is ready to be performed (so
the overall schedule is not impacted).
7) Site Power
Outage
If a Department site becomes inaccessible because of a loss of local
power and a failure of back-up power the Project Manager (Shelia
Rafferty) will attempt to re-direct installation personnel to other nearby
sites where equipment and/or services have been delivered and work
is ready to be performed (so the overall schedule is not impacted).
I
8) Site Inclement
Weather
1
'
If a Department site becomes inaccessible because of inclement
weather the Project Manager (Shelia Rafferty) will attempt to re-direct
installation personnel to other nearby sites where equipment and/or
services have been delivered and work is ready to be performed (so
the overall schedule is not impacted). If this cannot be achieved
because of the magnitude of the weather issue installation teams will
attempt to obtain temporary lodging in the immediate area so their work
can be completed in a timely fashion as soon as the roads are clear.
Centurylink Proposal: Page 209 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
2 - SCOPE OF WORK
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9) File Transfers
Centurylink will ensure that the existing platform files are uploaded to
the ENFORCER so that the details concerning file transfers will be
resolved before the scheduled cut over. The transfer of service from
the existing platform system to the ENFORCER system platform will
result in no loss of service, and all existing relevant customer data (PIN
numbers, PIN/PAN lists, globally blocked numbers, privileged (do not
record) numbers, etc.) will be successfully transferred to the new
platforms.
10) Platform
Configuration
Centurylink will begin to work with the Department's HQ staff and the
local facility representatives (wardens and investigators) as soon as a
contract is signed to identify and resolve any conflicts concerning how
each individual facility files need to be setup in the ENFORCER
platform. This should ensure that agreement has been achieved well in
advance of the cutover of the individual onsite ENFORCER systems to
the ENFORCER platform.
2. 7.2.4 · The Contractors plan to avoid any service disruptions.
Centurylink has read, understands and will comply.
•
Much of this was discussed previously in Section 2.4.17.14, and sections of that response
are contained in this Section. Centurylink has a proactive program to ensure minimal service
disruptions. This multi-faceted approach is designed to find and correct a problem prior to it
becoming apparent to the Department, the inmates, or friends and family.
Centurylink will provide a Program Manager (PM) who will have overall responsibility for
maintaining contract compliance and will be the primary liaison for the Department
throughout the life of the contract. Customer satisfaction will be achieved through five
separate programs:
1) The trouble ticket process which ensures that every problem is identified, worked, tracked, and
recorded for future review.
2) A weekly conference call is held by the Program Manager with the field
operations team to discuss outstanding tickets, chronic problems, and
customer concerns.
3) A weekly conference call is held by the Program Manager with IPS
platform vendor personnel to discuss any tickets opened in the previous
week that have not yet been closed.
4) The ongoing Preventative Maintenance (PM) program, which ensures
service standards are maintained. The Field Service Technicians inspect
IPS equipment and inmates phones at each facility on a regular scheduled
basis (weekly, monthly, or quarterly, depending on the service element).
The PM plan ensures that all relevant operational data concerning all
aspects of the contract (sales support, installation, project coordination,
Centurylink Proposal: Page 210 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
technical support, field service and maintenance, etc.) is obtained,
documented, distributed, and acted upon as necessary.
5) Periodic service reviews (typically conducted at customer's location
quarterly) to review trouble ticket statistics, identify any chronic or major
problems, discuss any future additions, deletions, or modifications (new
phones, new sites, etc.), and resolve any operational, financial, or
contractual concerns held by the customer. Service reviews ensure that
feedback from the customer is obtained, documented, and addressed.
Operations Team
A total of five (5) Field Service Technicians and three (3) On Site Service Administrators
will be hired to provide onsite maintenance and repair of the new inmate calling
platform. Centurylink is willing to hire existing Securus Field Technicians and On Site
Administrators to minimize the impact to Department staff. In addition to the dedicated
resources listed above, Centurylink has access to 12 additional existing technicians
throughout the state of Arizona that currently service the Arizona Net contract and are
familiar with Department policies and procedures.
•
Customer Service Policies and Procedures
The Centurylink operations team will respond promptly to all service and maintenance
situations, and is available to the Department on a 24/7/365 basis. When a trouble
condition is reported, our technicians will quickly perform diagnostic testing to isolate the
problem, determine if a remote resolution is an option, and if not, quickly dispatch a field
technician to the site. Should technical roadblocks or system issues prevent a trouble
condition from being resolved within the timeframe contractually permitted, the issue will
be immediately escalated to the Program Manager who will discuss the situation with the
Department as appropriate. Once a resolution to the issue is achieved, acceptance
testing is completed before any trouble ticket is closed.
Centurylink uses the following tools to ensure minimal disruptions for our clients:
Calling platform management
The IPS platform is engineered with maximum redundancy to ensure peak performance
and minimize troubles. Further, the Network Operations Center proactively identifies
potential problems by real-time central monitoring of hardware, software, and system
performance.
Preventative Maintenance
Our Operations Team will perform hands-on preventative maintenance inspections on the
IPS calling platform and all inmate phones on a regularly scheduled basis. A trouble ticket
will be established to document the preventative maintenance process, and additional
trouble tickets will be opened and tracked as necessary if the need for additional repairs
are identified.
Extensive preventative maintenance inspections are completed on a routine basis.
Centurylink Proposal: Page 211 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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Through remote access, verification of telephone and trunk usage is completed prior to
arriving on site to ensure quality repairs. The inmate telephone dial pads and handsets
are checked for functionality, usability, appearance and voice quality. All backboards,
telephones and wiring are checked. The circuit interfaces are checked for errors to
ensure that all connections are clean and secure. Routine traffic analysis for stations and
trunks are conducted to determine failing telephones or lines to provide proactive
maintenance and reduce downtime for the phones. Ongoing remote and onsite
assistance is available to all JPS users.
Additional Staffing
In addition to the field operations support team, our Program Manager Debra Lambe will
have a strong back office support team, with system development skills, exceptional
financial accounting and reconciliation abilities, and comprehensive network knowledge.
This team has been together for many years, and will be ready to support our system
implementation for the Department
2.7.3
System Implementation and Transition
2. 7.3.1 The Department is presently utilizing an IPS. It is therefore
of the utmost importance that the Contractor address the
issue of transition from the existing system to the new IPS at
all Department locations. The Department realizes that some
down time will occur during this transition but the Contractor
must propose an implementation plan that reduces this down
time and allows for a smooth progression to the new system.
The amount of estimated down time must be stated.
The Contractor's IPS System should have the ability to provide and
support new technology, including but not limited to, Kiosks, video
visitation, tablet email. The Contractor must also provide/supply
any infrastructure needed support such technology.
~:~ Centurylink has read , understands and will comply.
When Centurylink cuts over to our System, the phones will only be unavailable for the
amount of time it takes to walk up to each phone and verify the port. This varies due to
the number of phones and facility layout, but usually takes between one to three hours.
Centurylink partners with JPay to provide and support new innovations in the corrections marketplace
with a focus on designing products that asstst correctiona l agencies in fulfilling their mission to
rehabilitate inmates and reduce recidivism whire keeping the facility and community safe. Today, after
over 11 years of business, JPay's wide variety of services are available to over 1.6 million inmates in 30
state Departments of Corrections.
eep Partnership with Centurylink
Centurylink Proposal: Page 212 of 247
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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--
ay has been a partner of Centurylink for over seven years. Together, our products are deployed in
very Texas, Kansas and Nevada state facility. The Department will reap the benefits of this powerful
partnership by deploying not only a robust phone system but a rock solid technology platform in
parallel.
JPay is one of the Department's preferred vendors for money transfer services and payment of
visitation background check fees. Since the contract's inception in December 2013, JPay has
processed over 35,000 deposits, totaling over $2.5M designated for Arizona inmate accounts.
The Platform
JPay is an all-encompassing platform which hosts and maintains the infrastructure that delivers various
content and communications to and from inmates. The platform consists of inmate kiosks, tablets,
networks. cloud storage, and a host of inmate and customer facing applications including;
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Email
Music browsing, purchasing & downloads
Educational and training content
Commissary ordering
Account balance/statement lookup
Calendar/appointments
Grievances
DOC policies, rules and regulations
Support ticketing
PREA submissions
Help & FAQ
JPay's platform is unparalleled in the industry. The applications are built entirely by JPay staff with an
extensive knowledge of how state prisons operate. Each feature is designed with the utmost focus on
usability- whether it applies to the inmate's interface, the customer's interface or the portal used by
facility staff. Our networks, kiosks and tablets are continuously being enhanced and perfected, enabling
the state to maximize user adoption and effectively making the endeavor a resounding success.
The Tablet Kiosk
Centurylink Proposal: Page 213 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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Tablet Kiosk
JPay's tablet kiosk is a 1O" touch screen tablet, hardened behind a steel enclosure and incredibly
resistant touch screen glass. It features a handset mounted to the side of the kiosk for video visits or to
listen to song previews. The tablet kiosk offers all of JPay's services and can be deployed at a ratio of
1 to every 20 inmates. For inmates in administrative segregation, the tablet can be portable, allowing
inmates to use it without leaving their cells.
Once JPay's kiosks are installed through each facility, the Department will have the ability to add any of
the following added value services. The system is so granular that staff has the option of activating or
disabling each feature by facility, pod , or even by individual kiosk.
Video Visitation
JPay has been building video visitation systems for state prisons since 2006. Today, our application is
available to inmates in close to 200 facilities in Georgia, Indiana. North Dakota and Washington. Our
video system is built only for state and federal prisons, not for county jails, and is designed to
significantly increase long-term communication between inmates and their loved ones. As many studies
show, the more communication between inmates and their friends and family, the better equipped they
are once they are released. Since decreasing recidivism is a national priority. we believe our visitation
system. with both a pre-scheduled feature and on-demand capability, will provide the Department with
e tools to accomplish this mission.
Centurylink Proposal: Page 214 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted. May 22, 2014
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sing the Tablet Kiosk, inmates can initiate video calls from the kiosk in their housing unit. in the same
ay inmate telephone calls take place. To initiate the session, inmates simply log into the tablet kiosk
and choose the available contact they want to visit with . They are shown a list of approved visitors,
which comes directly from the Inmate Management System on a daily basis. Once the inmate chooses
the approved contact, the system initiates the session.
The screen below shows the session from the inmate's perspective; the large image is the person the
inmate has called, and the small thumbnail image is the inmate .
•
Tablet Kiosk - Video Visitation Session
Email
JPay offers the most comprehensive and robust email system in corrections. The email system is
deployed in over 17 state Departments of Corrections today, and by far, handles the largest volume on
a daily basis. Customers can start by visiting JPay.com or by downloading the JPay iPhone or Android
smartphone app. Once their inmate is verified and the account is set up, customers can buy stamps
and start emailing. Inmates respond from either the tablet kiosk in their dorm or from their JP4°"' mini
tablet.
Centurylink Proposal: Page 215 of 24 7
RFP No. ADOC14-00003887 14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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The JP4 Mini Tablet
JPay's email app is also available on our portable handheld device, the JP4 mini tablet. This brings
tremendous convenience as inmates can compose and view emails and photo attachments in their
cells - all without the pressure of time and privacy concerns while using a kiosk .
Reinforced with a high grade clear plastic casing, shock absorbers and an enhanced thickness display,
the JP4 can withstand the rigors of usage in a corrections environment. Additionally, the JP4 has a
touch screen, eliminating the need for a separate keyboard accessory to type email.
Centurylink Proposal: Page 216 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
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Inmates can purchase the JP4 directly from the kiosk and access JPay's music store to purchase and
download music to their mini tablets. JPay offers over 8 million tracks without explicit lyrics and gives
inmates the unique ability to listen to 30 second previews, view album art and other track details on the
kiosk prior to purchasing.
ducational and Training Content
JPay will be adding educational materials and training resources for download to the JP4 from the
tablet kiosk later this year. Content will include materials such as GED and ABE study guides, STEPS
and practice tests as well as special interest materials.
Commissary Ordering
JPay's commissary ordering application is designed to be compatible with any outside provider. By
using JPay's set of APls, the commissary provider can sell its items directly to the inmates on the tablet
kiosk. Items are displayed clearly with pictures, pricing and availability. Facility staff members have the
ability to restrict certain items, ordering times and more.
Centurylink Proposal: Page 217 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
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Account Balance/Statement Lookup
Through an integration with the Department's inmate banking software provider, inmates can review
their account balances, transaction history and order printouts of statements directly on JPay's kiosk.
alendar/Appointments
JPay is in the process of developing a personal calendar on the tablet kiosk to manage appointments
and tasks. Inmates will be able to manage scheduled appointments and activities through this
application.
Grievances
JPay's platform allows inmates to send grievances to approved staff in the same manner that
they send emails to customers . The designated staff will appear in the inmate's approved
contact list. This feature allows the Department to select which staff receives grievances, how
the staff member should appear on the contact list (i.e. inmate grievance or warden) and where
the communication should be sent (i.e. Facility System or warden's email address).
The Facility System
All of JPay's services are administered through the Facility System, the same user friendly
interface used by the Department today to access JPay's electronic payments solution. The
Facility System provides all the necessary tools to manage video visitation, email and media.
The system also provides daily reports, screening tools as well as a feature-rich system for
investigations and analysis. The browser-based system provides features that allow
investigators to better detect and investigate crimes.
few of the many reports available are detailed below.
Video Reports
Centurylink Proposal: Page 218 of 24 7
RFP No. ADOC14-00003887 14-066-24
Arizona DOC Statewide Inmate Telephone System
Subm itted May 22, 2014
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ay offers the Department several reports to manage video visits. These reports allow staff to search
r in progress video visits and join the visit in an undetected state. Department staff can also search for
and listen to archived video visits. This report can be sorted by facility and run for any date range. Staff
can drill down on the customer and inmate name for more information.
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Video Visit History Report
Free Busy Rule
Staff can use this report to adjust visitation scheduling in their facilities. This tool can also be used if the
facility is on lockdown and the staff wishes to restrict visits from being scheduled.
Email Reports
Email reports aggregate data based on volume, categories, stamp purchases, commissions, auditing
and much more.
Letter Delivery
These reports are used by maU room staff to manage inbound and outbound emails. Staff can review
flagged emails, forward emails to security or return to customer, fulfill print out requests and much
more!
Centurylink Proposal: Page 219 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
---
-
2 - SCOPE OF WORK
~·~.,
Letter Delivery
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Inmate/Customer Watch list
Using the Facility System. the Department staff can add customer or inmate names to various watch
lists. This report shows details when emails are sent to or from these specified customers or inmates.
Other searchable fields wh ich can be displayed include the date, letter ID, IP address of the inmate
iosk and the customer's computer. and the option to view and print the email(s) in question.
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Centurylink Proposal Page 220 of 247
RFP No. ADOC14-00003887 14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
.,..-- . _ _
2 - SCOPE OF WORK
ail Auditing Report
he Mail Auditing Report shows how many letter actions have taken place such as approved, released
or printed. This can be generated per unique user or system wide for inbound and outbound email.
Mail Auditing Report
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Mail Operational Report
The email operational report pulls data that shows specific facility letter activity and value. This report
allows the Department to view usage by the kiosk and the day.
Centurylink Proposal: Page 221 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
. -
•..- ·
2 - SCOPE OF WORK
........----
Mail Operational Report
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Export
;\I usic Reports
Songs Purchased Report
This report can be sorted by facility and run for any date range. The report lists all media downloads
and the date of the download.
Centurylink Proposal. Page 222 of 24 7
RFP No. ADOC14-00003887 14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
"-=----~
•
2 - SCOPE OF WORK
Songs Purchased Report
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Song Purchased Report
JP4 Players Purchased
This report can be sorted by facility and run for any date range. The report lists the facility, amount of
players sold, and total revenue generated.
Centurylink Proposal: Page 223 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
.,.·.-
2 - SCOPE OF WORK
JMedia Player Purchased Report
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JP4 Player Purchased Report
Inmate Prepaid Funds Balance
This report contains all inmate transfer requests to move funds from their trust fund account to their
JPay media account. Department staff can run this report for any date range and sort by facility. The
report includes the number of requests per day, the status of the transfer requests and the total dollar
amount transferred. Staff can click on the date to drill down and see specific request details These
details include inmate name. ID and location, the date of the request and the amount requested.
Centurylink Proposal· Page 224 of 247
RFP No. ADOC14-00003887/14-066-24
Arrzona DOC Statewide Inmate Telephone System
Submitted May 22, 2014
..
·: .
2 - SCOPE OF WORK
.
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Inmate Prepaid Funds Balance Report
2.7.3.2
The Contractor is required to provide the Department a full
implementation plan for the IPS. The Contractors
implementation plan must include a detailed explanation of
the following items:
2.7.3.2.1 Pre-installation procedures for each of the Department facility;
;~,~ Centurylink has read, understands and will comply.
At each site Centurylink will perform the following tasks:
•
Extend access lines from demarc to the room where the phone
equipment will be installed
•
•
Provide two clean and identified cable pairs for each T1 for ICS to extend
Mark blocks 1-24 and identify each pair and what phone it serves
•
Leave a copy of all notes and identification information on site
•
Test all phones, jacks and toggle switches
•
Identify all phones by cable pair
Centurylink Proposal: Page 225 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
---
............
•
•
If necessary, extend the incoming trunk lines to the new IPS equipment
rack
With the centralized platform that Centurylink will install, the only equipment that will be
installed in each telephone room will be integrated access devices (IADs), switches,
uninterruptable power supplies, and surge/lightening protection.
All inmate telephone equipment can be installed adjacent to the existing equipment
without impacting its services. Installation is a matter of unpacking the equipment,
placement on a rack, punching down the inmate telephone lines, connecting the outgoing-lines, and initiating system power. The system is then tested to ensure proper
software configuration.
The Centurylink Project Manager (PM) will then check all items in the approval process
to ensure that all equipment, circuits, and trunks to be cutover meet the specifications of
the RFP. It should be noted that all equipment will be tested and certified as fully
operational prior to cutover to ensure that all of the individual requirements for each site
are in full compliance with Facility regulations. At this point the system is turned over to
the TSC (Technical Service Center) for 24/7 monitoring.
2.7.3.2.2 Pre-installation procedures for the complete system;
~~~~ Centurylink has read, understands and will comply.
The complete system pre-installation procedures are contained in Section 2. 7.3.2.1
above.
2.7.3.2.3 Network circuits/service coordination requirements;
;~~~ Centurylink has read , understands and will comply.
Once it's determined the type of network that is needed, the following steps occur:
•
Network services (T1 Circuit, DSL, SIP or High Speed Internet) is
ordered and purchased through various Local Exchange Carriers
(LECs) if they are outside of the Centurylink Local Exchange
footprint. If they are provisioned by Centurylink, we will use an inhouse order system and key the orders ourselves. For Arizona ,
all but two facilities are within Centurylink's footprint
•
Provisioning of the network services is done on the side of the
LEC or Centurylink internal support based on the needs of the
facility as outlined in the order request and was determined by the
site survey
Centurylink Proposal: Page 226 of 24 7
RFP No. ADOC 14-00003887114-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
~··
..........
2 - SCOPE OF WORK
~..:..
•
•
•
•
Once provisioning is completed and we attain circuit information,
required site equipment is preprogrammed (integrated access
devices, switches, and UPS battery backup) and shipped to the
sites prior to network ins
Our implementation manager and engineers monitor the network
orders closely and work together throughout the entire process to
ensure demarcation locations are accurate and the circuit turn-up
dates accommodate the cutover dates outlined in the
implementation plan
Once the LEC has confirmed and installed the ordered services,
our technician will connect the appropriate equipment and
complete the cutover on the scheduled date.
Once the cutover is complete, we proactively monitor all circuits
within our network for performance and uptime to provide the best
service possible and expedite repairs should they be needed in
the event of an outage.
We share our install dates with the incumbent to ensure that they do not process any
disconnects prior to the inmate phone system transitioning to the Centurylink System.
•
2.7.3.2.4 Software programming and preparation;
;::~ Centurylink has read, understands and will comply.
Centurylink will convert and load data files into the new platform - PINS, globally
allowed numbers, globally denied numbers, local calling areas. rate tables, etc. System
prompts. facility name announcement, two-way detect/disconnect, system on/off times,
remote alert numbers, trunking selection and priorities by call type, will be imported and
tested prior to conversion.
2.7.3.2.5 Equipment delivery schedules;
;;:~ Centurylink has read, understands and will comply.
Centurylink is sensitive to the particular concerns associated with the daily operation of
prisons and jails. The unexpected arrival of equipment or personnel can be very
disruptive to the ongoing operations of corrections/detentions facilities. Therefore, the
delivery of any equipment or service in advance of the installation team's arrival (such
as network services or system equipment) will be coordinated in advance. Centurylink
has dedicated personnel to manage the ongoing coordination
of deliveries with sites to minimize disruption to the customer.
2.7.3.2.6 Equipment security procedures;
Centurylink Proposal: Page 227 of 247
RFP No. AOOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
,.
..._ ..
2 - SCOPE OF WORK
~'.,~ Centurylink has read, understands and will comply.
The IPS call control system is located in our Atlanta data center with our secondary
system located in our San Antonio data center. All call recordings as well as database
information is backed up between the two systems so in the unlikely event that one
system is unreachable, the other system will available almost immediately to continue
to process inmate calls. The Atlanta is housed in a Centurylink Technology Solution
data center. which is one of the most sophisticated multi-tenant centers in the
Southeast. This is a Tier Ill facility with redundant networks, power, generators, and
HVAC systems as well as 24/7 staffed security with restricted access. The San Antonio
system also has redundant carrier networks as well as backup diesel generator.
2.7.3.2.7 Equipment/system installation procedures;
~:~~ Centurylink has read, understands and will comply.
Centurylink will pre-configure the on-site network equipment that will connect to our
centralized IPS prior to shipping the equipment to the Department to reduce the amount
of time spent in the facilities. All new network circuits will be tested thoroughly to ensure
full functionality.
•
The following steps outline the tasks and processes that will occur onsite prior to the
cutover.
Equipment Installation
Centurylink's team will install all the necessary equipment in the phone room, which will
consist of Adtran Integrated Access Devices (IADs), Cisco managed switches and an
Uninterruptable Power Supply (UPS) units, all installed in a standard 19" equipment rack.
The facility will benefit from the centralized IPS by having less equipment installed onsite
which means less maintenance requirements, reduced energy consumption, and a very
small footprint for the onsite equipment.
Inmate Telephones
Centurylink's onsite team will replace the existing telephones with new units and
complete any final wiring.
Execute Test Plan
A pre-cutover test plan is used to ensure that the entire system is deployed and performs
exactly as requested by the Department. The testing procedures extend to alt systems,
telephones, software, and peripheral hardware. We have included more detailed
information in our Installation Test Plan and Testing and Acceptance Checklist later on in
this document.
Verify Inmate Information Flow is Accurate
Centurylink Proposal: Page 228 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
2 - SCOPE OF WORK
.
Centurylink will verify that all information received from the Department's JMS, including
inmate ID information, is correct.
Cut·over Process
Since most of the implementation, configuration, and testing processes are completed
before the actual onsite implementation, the transition to the new IPS system occurs
quickly and seamlessly. The following two steps are involved in the cutover process.
•
ID Phone Ports - Centurylink's team will visit each inmate telephone to ID all
phone ports.
•
Monitor for Problems - Directly following cutover. Centurylink's team will closely
monitor the new system for any issues or problems that may arise. Centurylink
will also monitor the first few months of call activity to define a pattern of typical
activity. Call volume totals are compared daily for variances outside of a defined
range (typically a decrease or increase of 15%). This variance could indicate a
problem, such as improper phone function. An exception report is automatically
created for any site showing such variances.
Installation Test Plan
•
As described briefly above, Centurylink's implementation procedure includes a detailed
testing and acceptance plan for both our Project Manager and the designated
Department representatives to ensure that the entire system is deployed and performs
exactly as requested by the Department. The testing procedures extend to all systems,
telephones, software, and peripheral hardware.
Testing of the IPS system will be conducted by a certified Quality Control ("QC") team.
The QC Team will test all features and functionality to ensure adherence to the
specifications of the RFP. The IPS system testing will encompass the following:
1. External system interfaces
a. Interface protoco
b. Access and security
c. Error logging
2. Data Exchange
a. Data format
b. File exchange\transfer timelines
c. Error logging
3. Database Integrity
a. Inmate Table
Centurylink Proposal: Page 229 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
-
2 - SCOPE OF WORK
i) Inmate ID
ii) Inmate full name
iii) Inmate PIN (if applicable)
iv) Inmate housing location
v) Inmate Status
vi) Inmate PAN list (if applicable)
b. Global Number Table
i) Block List
ii) Attorney List
iii) Privileged List
iv) Free numbers
v) TDD Access numbers
vi) PREA Hotline
c. Inmate Station Table
i) Station port labeling - Confirm accuracy
ii) Station Grouping
iii) Station Class-of-Service designation
iv) Station On-Off times
v) TDD Access numbers
d. Rates & Dialing Table
i) Surcharge & Per Minute entries by Tariff Type
ii) Local number listing
iii) Dialing rules by Tariff type
iv) Dialing rule override (if any)
v) Carrier access protocol
4. System Access
a. User Role privileges
b. User role assignments
c. User name & passwords
5. Facility workstation(s)
a . Access to the IPS system
b. Ability to monitor live recordings from both workstation and Facility
Network if applicable.
c. Test all alert methods to ensure proper working order for inmate and
phone to designated investigation units.
d. Ability to download and burn recordings using the following formats.
i) Wav
ii) MP3
Centurylink Proposal: Page 230 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
.
2 - SCOPE OF WORK
iii) Speex
e. Configured to use either the ICS player or default player for playback.
f. Run and test reports for accuracy of information
Following is a Testing and Acceptance Checklist:
Hardware
---Tes ts and Checks Performed
Check - Rack fully assembled.
Check - 110/66 Blocks labeled and covered.
Check - UPS is fully charqed and operational. (pluqqed in)
Check - Adtran 3200 and Juniper labeled and installed on rack.
•
INITIALS
Network
·Tes ts and Checks Performed
INITIALS
Check - network cable from smart jack to Adtran 924 NET/T-1
Port.
All cables labeled and properly secured.
Check network cable from Adtran 924e ETH 0/1 port to Jumiper
ETH 0/1 port. All cables labeled and properly secured.
Set up workstation(s) in predetermined location.
Connect all peripherals and all cables labeled and properly
secured.
Connect network cable to workstation.
Use patch cord to connect workstation to RJ 45 jack.
Power Up
·Tests and Checks Performed
Test - Perform start up test and confirm all machines start up
correctly.
Test - UPS test (utilize UPS test switch and confirm system
stays on)
Test - Start up workstation and confirm proper startup and that
network can be seen
INITIALS
Software Check & Tests
INITIALS
Tests and Checks Performed
Check - All computers for correct name and IP address.
Check/Verify correct IP and Subnet
Check -All computers - Network Properly. Installed and working.
Check - All system clocks are updated properly.
Check - Verify Inmate Stations.
Test - Workstation - Verify Monitorinq/Playback and Burn CD's
Check - Facility PIN swap over
Test - Make test calls from station blocks.
Check - Facility branding
Svstem Checkout
Tests and Checks Performed
INITIALS
Verify system functionality bv performing test calls from everv
Centurylink Proposal: Page 231 of 247
RFP No. ADOC14-00003887/14-066-24
DATE
DATE
DATE
DATE
DATE
I
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
-
..
2 - SCOPE OF WORK
station.
Perform station cross connect punch work verify stations are operational
Test - Restart and confirm all modules are functioninq properly.
Test - Make test calls from each station- verify
Test - Call Search
Check - Calls for proper start/stop, origination, destination, PIN
numbers
Check - Verify each type of call (Local, Intra- lata, Inter-Lala,
Inter State)
Test - Perform live monitoring.
Test - Perform dial up live monitorinq.
Test - Printing reports to printer
2.7.3.2.8 Inmate telephone installation procedures;
;~;~ CenturyLink has read, understands and will comply.
•
In order to minimize disruption to the facility staff, the new inmate
telephones/enclosures/pedestals and platform equipment installation will be coordinated
to be installed within the same timeframe with approval of the Department. The number
of installation teams will be determined by the size of the site. Each team will be
composed of one CenturyLink employee and (2) technicians an examination of the
telephones/enclosures/pedestals at each facility will have been performed during the site
inspections. These inspections will identify what work needs to be completed.
Centurylink will coordinate with the incumbent to remove phones.
Any information obtained during the phone installation that was not in the RFP, or
enhances or contradicts information provided in the RFP, will be added to the project plan
documentation to ensure the project satisfies the customer"s needs. Most importantly,
any new cabling or equipment issues identified during the phone installation will be
included in the implementation plan.
2.7.3.2.9 System testing at each of the Department facility;
;::~ Centurylink has read, understands and will comply.
Centurylink will also ensure that the new IPS is properly programmed by placing
test calls at each facility.
Centurylink Proposal: Page 232 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
L
1
2 - SCOPE OF WORK
Local Callinq Area
Script Parameters
Phone Signage
Globally Allowed Numbers
Globally Denied Numbers
Personal Identification
Numbers (PINs)
Privileqed Numbers
Free Numbers
calls are not completed.
Local calls not billed as lonq distance
Inmates and called parties received proper
instruction
Instructions on phone reflect
operation/configuration of system.
Calls to allowed numbers are completed
Calls to prohibited numbers are not
completed
Calls without PINs, or invalid PINs, are not
completed. Calls with valid PINs are
completed.
Calls are not monitored and recorded
Calls are not billed to called parties
2.7.3.2.10 System testing of overall system connectivity;
;:~ Centurylink has read, understands and will comply.
•
Centurylink IPS will use a centralized call processing platform located in Atlanta,
therefore the individual facility testing discussed above in Section 2.7.3.2.9 will test the
overall system connectivity .
2.7.3.2. l l Training of the Department personnel;
~;~~ Centurylink has read, understands and will comply.
Our goal is to familiarize the Department personnel with daily system functions, blocks,
reports, and investigative tools as well as emergency system shut down of the IPS. We
understand that different user groups will sometimes have different training needs. As
such, classes will be customized to fit the participants and their Department assigned
user roles. The user-friendly nature of IPS makes it easy to understand and minimizes
staff training time .
All personnel who have been identified as a trainee by the Department will receive the
required system documentation and/or train ing manual, which can be provided in hard
or soft copy. In addition, each trainee will receive notification of their user names and
temporary passwords with a URL link to access the system. The Department staff
training would be a three phase process as outlined below:
Phase 1 - Pre Cut Webinar
Each identified user will receive a printable copy of the /PS User Reference Guide in
PDF format. (the User Reference is accessible directly from the /PS).
Centurylink Proposal: Page 233 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
l
2 - SCOPE OF WORK
Online training ("Webinar") will be provided at no cost in several sessions to all
Department participants beginning one month prior to the cutover of the new IPS. There
is no maximum number of attendees for Webinar training and Centurylink will schedule
as many sessions as needed based on the role of the users and their level of access.
Each participant must have access to a personal computer, workstation, or laptop with
access to the Internet. The online class ("Webinar") will serve as a presentation of the
IPS and preparation for the cutover process. The goal of Phase 1 Training is an
introduction and high level overview of the IPS; these sessions typically last one hour.
Participants will be able to ask questions and provide feedback during the training
sessions.
Phase 2 - Formal Training at Cut Over
Formal no· cost training will be provided immediately after cutover to address in detail
managing inmates, global numbers, monitoring, and the retrieval of call recordings.
These training sessions can be conducted onsite or at a central training location at the
discretion of the Department. This will allow multiple users an opportunity to see the
system details with live data. The training will be conducted utilizing a laptop and
projector and the training location must have internet access. Scheduled sessions will
be based on the number of users. their level of access and the needs of the
Department staff. The goal of Phase 2 training is to fully prepare the Department
personnel to operate the IPS. These sessions typically last approximately one hour
depending on the user level and be scheduled to coincide with cutover dates for the
facilities ..
Phase 3 - Post Cut Follow Up Training
Follow up training will be provided 30 days after all platform cutovers have been
completed and users have had a chance to start using the IPS. This training can be
conducted onsite or via webinar at no cost to the Department. The training method and
the locations will be scheduled by Department. The goal of Phase 3 Training is to
answer any new questions the users may have after working in the system. Phase 3
sessions typically last one hour depending on the needs of the users, their level of
access, and the questions they may have.
Upon the release of any upgrades and/or enhancements to the IPS, the Department
will be notified and provided documentation of the features and functionalities contained
in that release, and if the Department deems refresher training is warranted, that
training will be provided at no cost
The standard training curriculum is detailed below. This is a typical training agenda
which can be customized for the Department, if desired. Training classes will be
scheduled to fit The Department's preferences and the schedules of the personnel
involved in the training
Centurylink Proposal: Page 234 of 24 7
RFP No. ADOC14-00003887/14-066·24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
A.
Day-to-Day System Administration
Logging In
User Access Control Settings
Call Process Flow and Call Record Search
Blocked Number Administration
Inmate Editor Function
Create a new account
ANI Advanced Privileges and Controls
Alerts on Inmate Accounts
Disable Account
Search for Inmate Account
Print Account Information
Debit Account Administration
Interface functionality (if applicable)
B.
Investigative Functions
Monitoring
Call Disrupt Function
Recording
Recording Exempt Numbers
Setting Alerts (email, pager and phone)
Recording Search, Retrieval & Reporting
Recording Export to CD
Report Generation
C.
Automated Calling Process
Initiating a Call
Collect Call Process
Debit Call Process
PrePaid Collect
D.
Service & Maintenance
Receiving Trouble Reports
Information Gathering & Preliminary Trouble-shooting
Trouble Reporting Instructions
Email updates on trouble tickets
E.
Reference Tools - Manuals
Quick Reference Guide
User Guide
Report Synopsis
Inmate Information Pamphlet in English & Spanish
Support Center
Centurylink Proposal: Page 235 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
.....
F.
Contact Information
Escalation List
Repair I Trouble Reports
Inmate Population Training
Inmate training is a simple but critical component of implementation. The Centurylink
Team's inmate training checklist includes the following:
•
Placement of posters in day rooms and common areas
(English and Spanish)
•
New calling procedures
•
Account information for friends and family members (need to
close out previous accounts)
•
Debit funding processes (no change)
•
Placement of leaflets at or near the visitation area (English
and Spanish)
•
Production of pamphlets for intake packet (if desired)
Family & Friends Training
Training for family and friends is equally as important. This is one area where the
CenturyLink Team's customer service program is most valuable. Upon an inmate's first
call to a number following cutover, prepaid account holders are automatically routed to
a live representative to initiate an account - not left to call us separately on their own.
Further, representatives are specially scripted to explain policies during account setup,
including providing information on how to close out accounts and receive refunds from
the previous provider. Of course, website updates, leaflets at visitation, and other
communications further educate family members.
2.7.3.2.12 Actual system cutover to service;
~:~~ Centurylink has read, understands and will comply.
The following discusses the steps that will take place for the day of the cutover:
•
CenturyLink personnel will work with the facility to schedule the
transfer of the phone lines during a period that inmates do not
have access or have limited access to the phones (Example:
lunch or dinner times) . Once a timeframe has been confirmed
with the facility, Centurylink will begin to cut the station lines from
the existing system and move them to the new IPS.
Centurylink Proposal: Page 236 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
r
2 - SCOPE OF WORK
f1
.._,
'
•
Centurylink will begin by disconnecting incoming station lines
between the Main Distribution Frame (MDF) and the existing
platform 24 lines (one block) at a time.
•
After the first block has been cut each pair will then be punched
down on the block connecting the MDF to the new IPS.
•
If the cable between the MDF and the existing system is too short
to be connected to the new system then a new cable will be
installed to connect the MDF to the new IPS.
•
This process will continue until all lines are transferred over to the
new system.
•
The phones will only be interrupted 24 at a time and it should not
take more than 15 minutes per block of 24 to transfer service.
•
Each inmate telephone will be visited to confirm full functionality.
In the unlikely event that a site experiences failure during cutover to the new IPS
system, Centurylink will be able to transfer back to the incumbent's system until the
problem is resolved .
2.7.3.2.13 List of the Department responsibilities.
;::~ Centurylink has read . understands and will comply.
The Department's responsibilities will primarily deal with access to the facilities. The
areas we will require assistance from the Department are listed below:
•
Process Background Checks
•
Knowledgeable escorts during site surveys to locate phone rooms. etc
•
Ensure access available to phone closets and inmate spaces
•
Furnish escorts, if required
•
Provide working schedule for installation teams
•
Provide document and/or badges to allow team access to facilities
2.7.3.3
The Contractor must work with the Department to determine
the exact times when Inmate Telephone Equipment can be
replaced to reduce down time.
;\~ Centurylink has read, understands and will comply.
CenturyLink Proposal: Page 237 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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Centurylink personnel will work with the facility to schedule the transfer of the phone
lines during a period that inmates do not have access or have limited access to the
phones (Example: lunch or dinner times).
It is strongly suggested the Contractor conduct a site visit to
each of the Department facility prior to submitting their bid
in order to become familiar with the physical location of the
existing IPS and the inmate telephones as well as to be
completely familiar with the installation requirements of
each particular facility.
2.7.3.4
~) Centurylink has read, understands and will comply.
One of the key steps in our implementation plan is to conduct site surveys at every
facility prior to installation. This familiarizes our team with the facility and the existing
layout of the system while also allowing us to solicit input from our site contacts to
ensure we complete the install with as little impact as possible to normal facility
operations.
•
Locate, identify, and document the following by building, floor, room. rack. vendor and
type; and document:
•
•
•
•
Existing IPS equipment
Existing IPS workstations
Existing inmate phones (type, backboard, and enclosure)
•
•
•
Existing toggle switches
Existing conduits and risers
Existing lightning protection
•
Existing AC outlets
Identify and document environmentally controlled space for the following
planned equipment:
•
•
•
•
Floor space for the Centurylink IPS
Wall or floor space for any new phones requested by on-site personne
Desk space for any workstations planned for the site or requested by
on-site personne
Identify and document other requirements:
•
Electrical power requirements Air conditioning requirements for the IPS
equipment
•
Parking requirements during installation
Centurylink Proposal: Page 238 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22. 2014
-
2 - SCOPE OF WORK
•
•
Secured storage area requirements for equipment arriving before
installation team
Staging requirements during installation
Physical address of sites (street address, city, state, zip)
Contact name and phone number for future coordination
•
•
•
The following information, if provided by the customer during inspection, will be formally
documented:
•
•
Verify PIN/PAN requirements?
•
What is the desired call limit (calls/day)?
•
What is the desired calling duration limit (minutes)?
•
Is there a daily time period (lunch, nighttime) during which the
system should be shut down?
•
Are the inmates supposed to hear call progression, and what level
of detail (called party response, tones, silence, etc.)?
•
Desired location (building, floor, room, location in room) of the IPS
equipment
•
Desired quantity and location of new inmate phones
•
Desired quantity and location of new telephone devices for the
deaf (TDDs)
•
Any information obtained in the site inspections that was not in the RFP, or enhances or
contradicts information provided in the RFP, will be added to the project plan
documentation to ensure the project satisfies the customer's needs. Most importantly,
any requests for new inmate phones or workstations will be documented for further
discussion with the department representatives.
A complete needs assessment for each Department facility
•
•
Verify physical addresses of the facility and shipping/delivery policies
Verify phone locations and phone count
•
•
•
Training needs and who should be trained and what level of training
Connectivity and who needs access to the system and what level
Review data files to be transferred (blocked , free numbers, speed dial
numbers, privileged call list, etc.
Identify specific site names to be announced during call
Determine design of IPS Platform (# of phone ports, trunks, storage
capacity, features, etc.
•
•
Centurylink Proposal: Page 239 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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2 - SCOPE OF WORK
·•
2.7.3.5
Schedule work hours and dates not allowed in facility
The Contractor must coordinate any removal of the existing inmate
telephones in all of the Department facilities. The Contractor is required
to meet with the Department so that the existing telephones may be used
during the transition to the new inmate telephones provided under this
contract.
;:~~ Centurylink has read, understands and will comply.
2.7.3.6
The Contractor is allowed to re-use existing station cabling installed at
each of the Department facility for the inmate telephones once it has
tone and tested each cable run to ensure that the station cable is capable
of supporting the new inmate telephones. In cases where the existing
cable is re-used, the Contractor will re- terminate and label the station
cabling at the cross connect (main/intermediate distribution frames) to
ensure that all cabling is identified correctly and terminated in such a
way to simplify future maintenance. In cases where existing station
cabling cannot be used, the Contractor will install new station cabling
(Category Se minimum) at no cost to the Department. Any new cabling
must include required wall plate, cross connection, patch cords, etc. as
required by the Contractor and the Department to ensure proper
operation of the inmate telephones.
;~~~ Centurylink has read, understands and will comply.
2.7.3.7
Although the Department does not anticipate that such work will be
required, the Contractor must agree in its response to obtain Department
permission in writing before proceeding with any work that requires
cutting into or through girders, beams, concrete or tile floors, partitions
or ceilings, or any work that may impair fireproofing or moisture
proofing, or potentially cause any structural damage.
;\~ Centurylink has read, understands and will comply.
2.7.3.8
The Contractor will be responsible for all programming of the IPS
including the generation and creation of the system database(s) required
to provide a fully operational IPS.
~~~~ Centurylink has read, understands and will comply.
2.7.3.9
The Contractor must transfer the current lPS database information
Centurylink Proposal: Page 240 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
1
·
,,_
2 - SCOPE OF WORK
including inmate profiles (PINs) and call records to the new system. The
Contractor must state, in its response, how this will be accomplished and
what is required of the Department to facilitate this transfer of
information.
;;~~ Centurylink has read, understands and will comply.
During installation, Centurylink will port over all existing inmate information from the
existing inmate phone system. Inmate telephone accounts - including all call records,
database information, and inmate PINs - will automatically be created in the IPS based
on the information received.
Centurylink will request sample files from the existing platform in preparation for porting
the facility's current inmate and call data into our IPS. Centurylink will review this data
to ensure that we can successfully transfer it to our IPS. Centurylink is confident in our
ability to do so, as call data from the existing system has been successfully transferred
to the IPS for several other correctional facilities. Prior to actually deploying the IPS, we
will perform a robust series of tests to ensure accuracy of all data transferred.
2.7.3 .10 The Contractor must clean up and remove any and all debris and
packaging material resulting from its work at the Department facility on
a daily basis.
;::~ Centurylink has read, understands and will comply.
2.7.3. I I Upon completion of installation, the Contractor must leave the
Department facility clean, orderly and ready for immediate use.
f:~ Centurylink has read, understands and will comply.
2.7.3.12 The Contractor must be completely responsible for replacing, restoring or
bringing to former condition any damage caused by the Contractors
installation personnel to floors, ceilings, walls, furniture, grounds,
pavement, etc. Any damage or disfigurements shall be restored to its
former condition by the Contractor at no cost to the Department.
:f:~ Centurylink has read , understands and will comply.
2.7.3.13 The Contractor must ensure that all of its work and materials
Centurylink Proposal: Page 241 of 24 7
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
L
2 - SCOPE OF WORK
comply with all local, state and federal Jaws, ordinances and
regulations as well as the direction of any inspectors
appointed by proper authorities having jurisdiction over this
type of network and equipment installation. The Contractor
is responsible for obtaining all necessary permits. Should
violation of codes occur relating to this network installation
project because necessary permits were not identified and
obtained by the Contractor, the Contractor will cease all
work at that specific location and correct the situation,
immediately, at no cost to the Department prior to
continuation of system installation
;~:~ Centurylink has read, understands and will comply.
•
2.7.3.14 The Contractor must include in its Implementation plan their
proposed recommendations for adding additional equipment
to improve service and coverage. Currently the Department
has approximately 30 inmates to each phone . Contractor
must maintain a 30 to I ratio as required by the Department.
Any deviations from this ratio shall be approved by the
Department.
;::~ CenturyLink has read, understands and will comply.
CenturyLink utilizes a centralized platform which allows for a more robust and reliable
inmate telephone system, and the footprint of the required equipment on site is largely
reduced, providing room for expansion. The centralized platform and onsite equipment
are extremely scalable allowing us to meet any immediate and/or future system growth
requirements to accommodate the inmate population.
From our initial network install to future growth, Centurylink follows an extensive
evaluation process when designing networks to ensure the bandwidth and equipment
are adequate for providing the best possible service. Centurylink proactively monitors
all circuits within our network for performance and uptime to provide the best service
possible and expedite repairs should they be needed in the event of an outage.
Centurylink will work with the Department to determine if more phones are needed at
implementation, and to actively monitor ADP and maintain the 30 to 1 inmate to phone
ratio currently required by the Department.
2.7.4
System Testing
2.7.4.l The Contractor must describe, in its response, how it
performs standard system testing to ensure that the proposed
IPS and its network services are fully implemented and ready
to
accept inmate traffic and Department use. This
Centurylink Proposal: Page 242 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
--9"
.
2 - SCOPE OF WORK
~-
description must include the Contractor and industry
standard methodologies, procedures and protocols consistent
with the IPS proposed for the Department. The Contractor
must describe what is required of the Department personnel
during this system testing. All hardware, software, software
licensing, etc. required to perform this testing must be
provided to the Department at no cost.
:f:~ Centurylink has read , understands and will comply.
Centurylink wilt ensure that the new IPS is fully functional by placing test calls at each
facility. There is no involvement required of Department personnel, nor will there be
any cost to the Department during system testing. The following checklist is used to
place these calls.
Calling Information
Test Numbers
•
Local Callinq Area
Script Parameters
Phone Signage
Globally Allowed Numbers
Globally Denied Numbers
Personal Identification
Numbers (PAN/PINs)
Privileged Numbers
Free Numbers
2.7.4.2
Function Verified by Test Call
Accepted calls are completed , and denied
calls are not completed.
Local calls not billed as long distance
Inmates and called parties received proper
instruction
Instructions on phone reflect
operation/confiquration of system.
Calls to allowed numbers are completed
Calls to prohibited numbers are not
completed
Calls without PINs, or invalid PINs, are not
completed. Calls with valid PINs are
completed.
Calls are not monitored and recorded
Calls are not billed to called parties
'
I
The Contractor is required to provide system testing which
simulates normal operating conditions of the installed JPS to
ensure proper performance after hardware and software
configuration is complete. This simulation must include full
traffic load representing high traffic situations for inmate
calling traffic.
f,~ Centurylink has read , understands and will comply.
The pre-cutover test plan simulates normal operating conditions, including a full traffic
Centurylink Proposal: Page 243 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
2 - SCOPE OF WORK
*""'~
•
load representing high calling traffic situations.
2. 7.4.3
The Contractor must agree, in its response, to the
Departments right to require the replacement of any network
service or system component whose failure to meet required
performance levels during testing has risen to chronic
problem level.
~~:~ Centurylink has read. understands and will comply.
2.7.5
"'I., .,.
~.~~
System Acceptance
2.7.5.1 The Department defines system acceptance as the "problem
free operation of the IPS and its network of services for a
period of 30 consecutive days commencing with the actual
completion of IPS installation and testing.
Centurylink has read, understands and will comply.
•
2. 7.5.1.1
Should the proposed IPS operate problem free
during the initial 30 day acceptance period, the
Contractor may consider the IPS installation as
complete at that Department facility and
commence with post installation maintenance and
support.
~::~ Centurylink has read, understands and will comply.
2.7.5.1.2
Should the IPS fail to operate problem free during the 30 day
acceptance period, the Contractor must correct the problem at
no cost to the Department and the 30 day acceptance period
will begin again. The Contractor is required to provide all
materials and labor to ensure that the installed IPS is
performing according to manufacturer specifications and the
requirements of this RFP.
;~:~ Centurylink has read, understands and will comply.
2.7.5.2
The Contractor must agree, in its response, to discuss the
definition of problem free operation with the Department
prior to system contract. However, for the purposes of this
Centurylink Proposal: Page 244 of 247
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
r
2 - SCOPE OF WORK
t_
RFP, problem free operation during the initial 30 day period
is defined as the following:
2.7.5.2. l
2.7.5.2.2
2.7.5.2.3
2.7.5.2.4
2.7.5.2.5
2.7 .5.2.6
Failure of no more than two percent (2%) of the telephone
instruments;
Failure of no more than ten percent (10%} of network services';
Failure of no more than one ( l) digital trunk (Tl, ISDN PRI};
Operation of the system security features including PlNs, etc.;
Operation of the system software without major conflicts or feature
failure;
Non- failure of any Central Processing Unit (CPU).
;:~ Centurylink has read, understands and will comply.
2.7.6
System Documentation
2.7.6. l At the completion of the installation, the Contractor must
provide a complete set of system reference manuals which
must include information specific to the installation at each
of the Department facility.
;~~~ Centurylink has read, understands and will comply.
2.7.6.2
The Contractor must supply all necessary documentation to
the Department personnel with regard to maintenance
contact numbers, maintenance reporting procedures,
maintenance escalation procedures, etc.
~;:~ Centurylink has read, understands and will comply.
2.7.6.3
The Contractor must provide programming manuals that are
specific to each of the Department facility.
;,:~ CenturyLink has read, understands and will comply.
2.7 .6.4
The Contractor must provide the Department facility specific
checklists allowing trained the Department personnel to
become acquainted with the specific programming of the IPS
installed at that particular Department facility.
Centurylink Proposal: Page 245 of 247
RFP No. AOOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
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:f:~ Centurylink has read, understands and will comply.
2.7.6.5
The Contractor must provide written procedures at each of
the Department facility that instruct the Department
personnel on how to report system troubles, escalate system
troubles within the Contractors organization, contract
Contractor personnel during weekend shifts, etc. The
Contractor must update such written procedures on a
quarterly basis during the term of this contract.
2.7.6.6
;~:~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 246 of 247
RFP No. ADOC14-00003887/14-066~24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
ATIACHMENT #9
SOLICITATION NO. ADOC14-00003887/14-066~24
ARIZONA DEPARTMENT OF
CORRECTIONS
..
r - - - - - - - -- - - - - - - - - - - - -- - - - - -- - -- · - --..
DEVIATIONS AND EXCEPTION.S FORM
to the provisions or specification . in this solicitation document.
Unallowable or questionable devJatlons and exceptions may cause your offer to be non"reiponsive. Deviations and exceptlona
noted elsewhere In your offer, and not specified on this form, will be considered void and not part of your offer.
Offerors shall indicate any and all exceptions taken
t------,--------------·-·----------------------------1
Exceptions (check one):
x
No exceptions.
solicitation.
The Undersigned hereby acknowledges that there are no deviations/exceptions to
Exceptions are take11
Describe exceptions taken (llttach additional pages if needed):
this
ATTACHMENT #10
SOLICITATION NO. ADOC14-00003887/14-066-24
ARIZO~A
DEPARTMENT OF
CORRECTIONS
CONFIDENTIAUPROPRIETARY SUBMITTALS FORM'
conftdentlal.lr.roprletary Submittals (Check one): X
··- -·- -·- - - - - - - - l
No confidential/proprietary materials have been included with thla offer
Confidential/Proprietary materials are included. Offeror1 should identify below any portlon of their offer deemed
confidential or proprietary ($ef; Uniform Terms and C.Onditions, paragraph 1.23), Identification in thu sectlon doe.s
not guarantee that disclosure will be prevented but that the item wDI be subject to review by the Offeror and the
Sehool Dl1trlct prior to any public disclosure, Request. to deem the entire offer or to <kem any ptlcea and cOI& as
confldential will not be considered.
Identify or deacrlbe:
The following sections are identified as confidential.
2.4.3.21.l - Pages 19-20
2.4.3.22.1 - Pages 20-22
2.4.11.2 - Paqe 107
3.2.1 - Page 248
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3 - Cost and Commission Requirements
COST AND COMMISSION REQUIREMENTS
3. I
Inmate Call Cost Proposal Requirements
3. 1.1 The Contractor's response to this RFP must comply with the rate or rates for local,
IntraLata, InterLata, Interstate, and International inmate calls, as identified in
Attachment #6. Arizona Department of Corrections reserves the right to increase
and/or decrease rates within the duration of this contract.
2.7.6.l
~:~ Centurylink has read, understands and will comply.
3.2 Commission
3 .2.1 The successful Contractor will demonstrate in their proposal their method to
maximize the commission to the Department. As a guideline, the Department
currently receives a commission of approximately $4 million dollars annually, based
on a commission rate of 53.7% of the Gross Revenue generated from the existing
contract. The current phone rates to inmates and families are shown in Attachment
#6, Current Call Rates.
2.7.6.l
•
i.)
Centurylink has read, understands and will comply .
This is one of Centurylink's greatest competitive strengths, and is unfortunately a
question not often asked in solicitations. We have seen 90+% commission offers in
other jurisdictions, but the question is always ~90% of what?". Centurylink's industryleading customer service and billing program maximizes the "what" gross revenue.
=
The table below shows "before vs. after" revenue data from 3 of the 6 state DOCs with
whom we have a contract. The three states not shown are Texas (which had no
previous vendor), Wisconsin (who we have continually served since 2001 and have no
prior vendor data), and Idaho (which is in the process of installing).
As the Department can see, Centurylink has a
consistent track record of increasing completed
calls and gross revenue vs. multiple previous
vendors, 17% or quite a bit more, even when
costs per call decline dramatically.
At 17% better gross commissionable revenue
performance vs. another bidder, that bidder
would have to pay over 100% to beat
Centurylink's offer ••• even ignoring the better
service we provide.
Centurylink Proposal: Page 247 of 249
RF P No. ADOC 14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22, 2014
Request for Proposal (RFP) No. 14-00003887 ADC No. 14/066/24
Inmate Telephone System
Statewide
Century Link
Pages may appear to be missing, however have been deemed confidential and
have been redacted
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o_
st and, Commission Reguir~ments
,.,,,.
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We have achieved this performance through our unique account setup process. As
described in more detail on page 20 of this RFP. when an inmate calls a number, if the
called party does not have an account with us (for example, a first call to a cell phone) or
has depleted the funds in their account, they are immediately routed to our call center
and presented with options to complete the call. As a result, a collect or prepaid call are
never blocked without giving the called party an opportunity to put their account in goodstanding. In addition , we provide easy access to live operators whenever a called party
needs service assistance. While easy to do, it is unfortunately not the norm in our
industry.
Unique Billing and Customer Service Program
-
\.~'f
Security
$$$
./ Account setups NEVER
ANONYMOUS
./ Faster setup + less blocking =
MORE REVENUE
./ More connections = fewer
com laints
./ ~name and address
Contract compliance
./ ALWAYS able to match
customer to AZ DOC, so
billing fees are co•rectly
applied
Revenue
,.. ,
"
-
I
Educates called parties
./ LIVE REPRESENTATIVES guide
new callers through process
./ ~average speed of
answer
3.2.2 The Contractor's proposal shall provide the proposed percentage comm1ss1on of
Gross Revenue the Department will receive based on the current call usage
identified in Attachment
#2, Proposed Commission Rate.
o: 249
A.r zon3 DOC Sl3t-::v1 1de lnrn;ire Taleph·Jne System
ADOC 1.:l-0000 3gi37 l-060-24
Su!::>m1tted fV13y 22. 20 1 .l
Csnt•.1ryllnh Prooosal Pag~ 2-E3
R~P f\lo
1
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3 - Cost and Commission Requirements
--
;~~~ CenturyLink has read, understands and will comply.
Our commission rate which per RFP requirements is payable on all but interstate calling
is presented in Attachment 2.
3.2.3 Commissions will be paid to Department as follows:
3.2.3.1
Contractor will make an upfront payment to the Department within IO days
from contract award date and a true-up payment based on their proposed %
commission rate of gross revenue at contract year end. The upfront
payment will be calculated as 50% of the commission rate times the
previous year total costs. This will continue with the 5 year contract term
and with 5 year renewal options. Calculation example follows.
f:~ Centurylink has read, understands and will comply.
3.2.3.2
•
Example: Annual gross revenue is $8, 170,448.84 million. Proposed
commission is 45%. Annual commission amount due to the Department is
($8, 170,448.84 million times 45% = $3,676,701.90 million). The upfront
payment due to the Department is {50% times (45% times $8, 170,448.84
million) ""' $1,838,350.90}. A true up payment shall be made at the end of
each contract year for the balance for the commission.
i.\~ CenturyLink has read and understands.
3.3
Attachment #6, Current Call Rates, indicates the current average phone rates under the
existing contract for comparison purposes.
f;~ Centurylink has read, understands and will comply.
Centurylink Proposal: Page 249 of 249
RFP No. ADOC14-00003887/14-066-24
Arizona DOC Statewide Inmate Telephone System
Submitted: May 22 2014
•
A TIACHMENT #2
SOLICITATION NO. ADOC14-00003887/14-066/24
ARJZONA DEPARTMENT 0 F
CORRECTIONS
Proposed Commission Rate
Commission
Rate:
93.90%
Total Calls for 2013
T
e ofcall
#of
Calls
Minutes
Surcharge
831,716
282,946
450,417
98,002
27
11,517,610
3,834,793
6,137,150
1,285,524
404
$1.84
$2.00
$2.40
$0.()0
Per Minute
Rate
15 minute
Call Cost
Total Costs
$0.00
$0.20
$0.24
$0.25
NIA
$1.84
$5.00
$6.00
$3.75
$1,530,357.44
$1 414 730. 00
$ 702,50200
$367507.50
Collect
Local:
lntralATA:
lnterlATA:
Interstate:
International:
NIA
NIA
6,015,096.94
PrePaid/Debit
Local :
lntralATA:
lnterlATA:
Interstate:
International:
415,886
82,699
158,737
32,998
14,581
S,767,033
972,957
1,948,032
368,816
166,466
$1.60
$1.60
$2.00
$0.00
$2.00
$0.00
$0.20
$0.24
$0.21
$0.40
$1.60
$4.60
$5.60
$3.15
$8.00
Total Cos~:
A.Jthorized signature:
Name and Title:
Paul Cooper, General Manager
Bidder Name:
Centur)link Public Communications, Inc.
Date:
$665,41 7.60
$380,415.40
$888,927.20
$103943.70
$116,648.00
$2,155,351 .90
$8,1 70,448.84
