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STATE OF CALIFORNIA
DEPARTMENT OF TECHNOLOGY
STATEWIDE TECHNOLOGY PROCUREMENT
AGREEMENT NUMBER
STANDARD AGREEMENT
TECH 213 (rev. 02/2020)
1.
C5610009
This Agreement is entered into between the Contracting Agency and the Contractor named below:
CONTRACTING AGENCY NAME
Department of Corrections and Rehabilitation
CONTRACTOR NAME
2.
3.
4.
Global Tel*Link Corporation (GTL)
The term of this
12/31/2020, or upon approval by CDT-STP, whichever is later, through 12/30/2026 (six
Agreement is:
years). (with four (4) one-year options to extend)
The maximum amount
of this Agreement is:
$0.00
(Zero Dollars and Zero Cents)
The parties agree to comply with the terms and conditions of the following exhibits which are by this reference made
a part of the Agreement # C5610009 for the Department of Corrections and Rehabilitation’s Offender
Communications and Technology Solution Project:
EXHIBIT TITLE
PAGES
*Cloud Computing – Software as a Service (SaaS) General Provisions, revised 06/07/2019 ............................................... 29
*Cloud Computing Special Provisions for Software as a Service (SaaS), revised 03/15/18 ................................................... 6
*General Provisions – Information Technology (GSPD-401IT), revised 09/05/2014 .............................................................. 28
Exhibit 1: Statement of Work................................................................................................................................................ 121
Exhibit 25: Cost Workbook ..................................................................................................................................................... 5
*RFP CDCR08112020 through Addendum 2, in its entirety .................................................................................................. 440
*Bidder’s Response and BAFO to RFP CDCR08112020, in its entirety ................................................................................ 395
IN WITNESS WHEREOF, this Agreement has been executed by the parties hereto.
Department of Technology (CDT),
Statewide Technology Procurement (STP)
Use Only
CONTRACTOR
CONTRACTOR NAME (If other than an individual, state whether a corporation, partnership, etc.)
Global Tel*Link Corporation
CONTRACTOR AUTHORIZED SIGNATURE
DATE SIGNED
Dec 28, 2020
PRINTED NAME AND TITLE OF PERSON SIGNING
Dec 28, 2020
Alicia Freeman, Vice President Contracts
ADDRESS
3120 Fairview Park Drive, Suite 300, Falls Church, VA 22042
Tiffany Angulo (Dec 28, 2020 13:36 PST)
STATE OF CALIFORNIA
CONTRACTING AGENCY NAME
Department of Corrections and Rehabilitation
CONTRACTING AGENCY AUTHORIZED SIGNATURE
Sylvia R. Dumalig (Dec 28, 2020 12:55 PST)
PRINTED NAME AND TITLE OF PERSON SIGNING
DATE SIGNED
Dec 28, 2020
EXEMPT PER:
Sylvia Dumalig, Information Technology Manager
CONTRACTING AGENCY ADDRESS
1960 Birkmont Drive, Rancho Cordova, CA 95742
EXEMPT PER:
Governor’s Proclamation of a State of
Emergency, effective March 4, 2020
(GC Sections 8625—8629)
California Department of Corrections and Rehabilitation
COMMUNICATIONS AND TECHNOLOGY SOLUTION (CTS)
Statement of Work
Agreement #C5610009
Table of Contents
1
BACKGROUND AND PURPOSE
1.1
Background
1.2
Purpose
2
CURRENT ENVIRONMENT AND PROPOSED ENVIRONMENT
9
9
10
10
2.1
Current Environment
2.1.1
Adult facilities
2.1.2
Youth Facilities
2.1.3
CDCR Field Offices
2.1.4
Telephone System
2.1.5
Domestic And International Call Volumes and Call Rates
2.1.6
Space And Space Conditioning
2.1.7
Facility Cable Plant And Infrastructure
2.1.8
Managed Access Systems (MAS)
2.1.9
Cellphone Interdiction Solutions (CIS)
2.1.10
Video Relay Service (VRS)
2.1.11
Enterprise Inmate Communications (EIC) Pilot
10
11
12
12
12
16
17
17
17
18
18
19
2.2
Proposed Environment
2.2.1
Solution Objectives
2.2.2
Business Model Objectives
23
23
24
3
TERM OF CONTRACT
30
4
CONTRACT CONTACTS
31
5
GENERAL REQUIREMENTS
32
5.1
Compliance Requirements
5.1.1
Local, State, and Federal Statutory and Regulatory Compliance
5.1.2
Legislative Compliance
5.1.3
ADA Compliance
5.1.4
FCC Regulations Compliance
5.1.5
FCC Regulations Video Relay Services Compliance
5.1.6
VRS and ASL-VCS Calls
5.1.7
Equipment and Installation Compliance
5.1.8
CDCR Policy and Regulations Compliance
5.1.9
CDCR Log-In Screen Policy Compliance
Page 2 of 121
32
32
32
32
32
32
32
33
33
33
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Agreement #C5610009
5.1.10
Contractor Privacy Policy and Terms of Conditions
33
5.2
General Requirements
33
5.3
Documentation Requirements
34
6
SOLUTION REQUIREMENTS
34
7
DATA CENTER FACILITY ENVIRONMENT
35
8
STATE’S ROLES AND RESPONSIBILITIES
36
9
CONTRACTOR’S ROLES AND RESPONSIBILITIES
36
10 KEY STAFF QUALIFICATIONS AND SKILLS
37
11 KEY PERSONNEL CHANGES
37
12 ESCALATION PROCESS
37
13 CHANGE CONTROL PROCEDURES
38
14 CONTRACTOR TASKS AND DELIVERABLE REQUIREMENTS
38
14.1
CTS Project Management Plan
38
14.2
Project Schedule
39
14.3
Escalation Plan
39
14.4
Configuration Management Plan
39
14.5
Weekly status reports
39
14.6
Security Management Plan
40
14.7
Contengency and Disaster Recovery Plans
40
14.8
Acceptance Test Plan
41
14.9
Training Plan
41
14.10
CTS CDCR User manual
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41
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14.11
CTS CDCR Live monitoring User Guide
41
14.12
CTS CDCR Investigative Staff User Guide
42
14.13
CTS CDCR Operations Manager User Manual
42
14.14
CTS Customer Guides and Brochures
42
14.15
CTS TRAINING Materials
42
14.16
CTS Maintenance and Service Plan
43
15 DELIVERABLE ACCEPTANCE/REJECTION PROCESS
43
16 DATA HANDLING AND OWNERSHIP
43
17 REPORTING
44
17.1
Investigative Reports
44
17.2
Custom Query Reports
45
17.3
Alert Group Reports
46
17.4
Station Configuration Report
46
17.5
Ad hoc Reports
46
17.6
User ID Creation Report
47
17.7
Audit Log Report
47
17.8
Live monitoring Activity Report
47
17.9
Passive Acceptance Report
48
17.10
Blocked Number Report
48
17.11
Do Not Record Report
48
17.12
Data Backup Validation ReportS
48
17.13
Monthly Reports
48
17.14
Trouble Ticket Report
49
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17.15
Customer Service Call Volume Report
49
17.16
Customer Service Issues Report
49
17.17
Service, Support, and Maintenance Reports
50
17.18
Inventory Report
50
17.19
Network Performance Report
51
17.20
COMMUNICATION Volume Report
51
17.21
Revenue Tracking Report
51
17.22
Service Level Agreement Reports
51
17.23
Trouble Ticket Report
51
17.24
Catastrophic Outage SLA Report
52
17.25
SLA Summary Report
53
17.26
Executive Outage Summary Report
53
17.27
Annual SLA Trouble Ticket Summary Report
53
17.28
Report Screen Menus
53
18 SECURITY
54
19 DISASTER RECOVERY
55
20 HARDWARE AND SOFTWARE NEEDS
55
20.1
Hardware Requirements
20.1.1
Telephones
20.1.2
video calling services
20.1.3
Video Relay System/American Sign Language Video Calling System (VRS/ASL-VCS)
20.1.4
Tablets
20.1.5
Kiosks
20.1.6
Network Equipment
55
55
58
60
61
63
65
20.2
Software Requirements
20.2.1
Software In-Use Requirements
20.2.2
Software Maintenance
20.2.3
Software Testing
66
67
67
67
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20.2.4
CDCR and third PARTY APPLICATIONS
67
21 COMPATIBILITY AND INTERFACE
67
22 SYSTEM INSTALLATION
68
22.1
Contractor Site Walks and Participation
68
22.2
Contractor Staff and Resource Background Checks
68
22.3
Cabling and Power Installation
69
22.4
Uninterruptible Power
69
22.5
Pre-Installation Documentation
70
22.6
As-Built Documentation
70
23 SYSTEM IMPLEMENTATION
70
24 TECHNOLOGY REFRESH
71
24.1
Availability of Technology and Additional Service Items
71
25 SYSTEM TESTING AND ACCEPTANCE PROCEDURES
72
26 TRANSITION OF OPERATION TO NEW CONTRACTOR OR STATE
72
27 KNOWLEDGE OF TRANSFER AND/OR TRAINING
73
27.1
CDCR Training and Knowledge Transfer
73
27.2
End User Customer Training
74
28 MAINTENANCE AND OPERATIONS (M&O)
75
28.1
Remote Management
76
28.2
Trouble Ticket Reporting and Tracking System
76
28.3
CTS Trouble Ticket Priority Definitions and Response Table
78
28.4
CTS Support
79
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28.5
CTS End User Support
80
28.6
Preventive and Routine Maintenance
81
29 HELP DESK/CALL CENTER
82
30 INSURANCE AND LIABILITY REQUIREMENTS
82
30.1.1
30.1.2
30.1.3
30.1.4
30.1.5
30.1.6
Acceptance
Coverage Term
Cancellation
Deductibles
Contract Termination
Primary Insurance
82
83
83
83
83
83
30.2
COMMERCIAL GENERAL LIABILITY
83
30.3
WORKERS' COMPENSATION/EMPLOYER'S LIABILITY (M)
84
30.4
Automobile LIABILITY
84
31 WARRANTY
84
32 SERVICE LEVEL AGREEMENTS (SLAS)
84
32.1
General Requirements
84
32.2
RIGHTS AND REMEDIES
85
32.3
TROUBLE TICKET STOP CLOCK CONDITIONS (SCC)
85
32.4
SERVICE LEVEL AGREEMENTS (SLAs)
32.4.1
Availability
32.4.2
Catastrophic Outage (CAT)
32.4.3
COMMUNICATION Records and Recording Information Loss
32.4.4
Excessive Outage
32.4.5
TRANSITION-In TIMELINES
32.4.6
IMPLEMENTATION TIMELINES
32.4.7
Security Breach
86
87
88
89
89
90
91
92
33 (RESERVED FOR FUTURE USE)
93
34 UNANTICIPATED TASKS
93
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35 BUDGET DETAIL AND PAYMENT PROVISIONS
94
35.1
Contract Administrative Fee
94
35.2
NONREIMBURSEMENT OF ADDITIONAL COSTS
94
36 GSPD-401IT GENERAL PROVISIONS – INFORMATION TECHNOLOGY
94
37 STATEWIDE USE
95
38 GLOSSARY OF TERMS
95
39 ATTACHMENTS
98
Exhibits
119
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1 BACKGROUND AND PURPOSE
The intent of this document is to provide clear definition of the scope of the Communications and
Technology Solution (CTS) Project work, as well as the required project outcomes to be achieved.
To accomplish CTS Project objectives, Contractor shall perform and provide work efforts
described in this Statement of Work.
1.1
BACKGROUND
California Department of Corrections and Rehabilitation (CDCR) have various types of
correctional facilities and field offices located throughout the State of California. This
encompasses a population of approximately 125,000 inmates/wards in custody throughout these
various institutions and facilities. In addition, CDCR has responsibility for approximately 46,000
parolees throughout the state. The mission of CDCR is to facilitate the successful reintegration
of the individuals in our care back to their communities equipped with the tools to be drug-free,
healthy, and employable members of society by providing education, treatment, rehabilitative,
and restorative justice programs, all in a safe and humane environment.
Currently telephones are the primary means of communication in our correctional environment.
For our hearing impaired individuals, there’s a limited number of TTY/TDD phones available at
designated institutions where these individuals reside. In the past couple of years, Video Relay
Service/American Sign Language-Video Calling System (VRS/ASL-VCS) was implemented for
hearing impaired individuals that use American Sign Language as their primary means of
communication. In addition to phone services, a Managed Access System (MAS) technology that
blocks unauthorized cellular communication within institution grounds was implemented at
eighteen (18) Adult Institutions and subsequently a statewide deployment of contraband
cellphone detection solutions were deployed in an effort to reduce the number of contraband
devices entering the prisons.
Today in the United States (US), technology offerings in correctional settings have advanced
greatly. Communications via secured inmate email, Video Calling and telephone calls are
available via tablets and kiosks and are currently being used in many jails and prisons throughout
the country. Allowing these additional means of communications has been proven to increase
family and community unification for incarcerated individuals. Jails and prisons across the US
are seeing the benefits of utilizing an electronic device (such as a tablet) as it provides
incarcerated individuals access to educational content, self-help, and cognitive behavioral
therapy. In addition, music, movies, games, and leisure books are widely used as a means of
entertainment for the incarcerated. This allows these same services to be offered in a way that
can be tracked and monitored rather than using illegal cellphones.
CDCR is currently conducting a pilot effort to evaluate and determine business process changes
needed for CDCR to implement these additional forms of communications and services. The
Enterprise Inmate Communications (EIC) Pilot Project is being conducted at five (5) Adult
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institutions. The EIC project provides inmates additional forms of communication such as email,
e-letters, e-Cards, and inbound video clips and photos via kiosks that are downloadable to a
tablet. The pilot project also includes options of purchasing entertainment services such as music,
e-books, and games with a scheduled end date of June 30, 2022.
1.2
PURPOSE
The California Department of Corrections and Rehabilitation (CDCR) proposes to enhance
communication, provide new services and increase access to existing services for incarcerated
individuals through advancements in technology to increase rehabilitative opportunities.
Throughout this document, the term individual will refer to both Adult and Youth Incarcerated
Individuals.
An integral part of an individual’s rehabilitation are the continued support and connections with
their families, friends and communities.
By providing services via tablets or devices, the
Department is able to reach more offenders expeditiously and better prepare them for life outside
of prison; thereby, effectively reducing their risk of recidivism.
The Prime Contractor shall be responsible to provide, install, implement, and maintain a
Communications and Technology Solution (CTS) to focus on this need for connections. This
system will enhance individual’s communication user experience, provide new services and
increase access to existing services through advancements in technology. This increases
rehabilitative opportunities and associated investigative, live monitoring and management control
systems. The Prime Contractor’s installation of fully functioning CTS shall be completed no more
than 18 months following Contract award. The CTS shall minimize demands of State personnel
through innovative use of technology and streamlined processes.
2 CURRENT ENVIRONMENT AND PROPOSED ENVIRONMENT
2.1
CURRENT ENVIRONMENT
The California Department of Corrections and Rehabilitation (CDCR) currently employ a
Telephone System, Managed Access System, Video Relay Service and Cellphone Interdiction
Solutions maintained by the current contractor. This section will describe services in the current
environment.
CDCR oversees the incarceration of adult and youth incarcerated individuals, as well as providing
parolee services. These responsibilities include:
1) State institutions and youth facilities’ operations;
2) California Department of Forestry (CDF)/CDCR fire camps’ custody and administrative
services for Incarcerated individuals;
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3) Publicly or privately owned Community Correctional Facilities (CCF) with disciplinary,
release, and custody oversight;
4) Privately owned facilities Community Programs (CP’s) with disciplinary, release and
custody oversight for females ; and,
5) Adult parolee supervision.
In May 2020, CDCR operated thirty-five (35) adult institutions, forty-three (43) adult CAL
FIRE/CDCR fire camps, seven (7) adult CCFs, and five (5) CPs housing approximately 120,000
adults. CDCR operated three (3) youth facilities and one (1) youth fire camp, housing
approximately 600 youths. Additionally, CDCR supervised approximately 46,000 adult parolees
throughout the State. A list of CDCR adult facilities and locations can be found in Attachment 1.
A list of CDCR youth facilities and locations can be found in Attachment 2.
The recent California May-Revise Budget documents includes proposed closure of 2 Adult
institutions, consolidation of fire camps and transition of youth to local entities. Actual number of
sites will be discussed during confidential discussions. In addition, the anticipated number of
facilities may increase or decrease within the term of the CTS Contract based upon activation or
deactivation of facilities to accommodate population changes and/or changes in CDCR operations
and programs. The State makes no guarantees re: population through the term of this contract.
2.1.1 ADULT FACILITIES
There are 91 adult facilities using the IWTS for telephone services. All adult facilities have
recording and monitoring equipment with the exception of some CPs. The adult facilities and
types of equipment are briefly described in this section.
2.1.1.1 INSTITUTIONS
CDCR has thirty-five (35) adult institutions that range from minimum to maximum security. The
quantity of telephones is based upon the design of the facility, available infrastructure, and other
CDCR policies. IWTS equipment includes: Telephones mounted on the wall or in various types
of enclosures; IWTS Live Monitoring Terminals; portable Telecommunications Devices for the
Deaf (TDD); and Video Relay System devices. The equipment and quantities can be found in
Attachment 3, Adult Institutions’ IWTS Equipment.
2.1.1.2 CDF/CDCR FIRE CAMPS
CDF/CDCR has forty-three (43) Adult “non-walled”, self-contained fire camps. Individual’s
assignments include: dispatch to wildland fires, response to emergencies, and assisting with a
variety of community work projects.
The individuals housed at these facilities are trained with firefighting skills. The quantity of
telephones is based upon design of the camp, capacity, and available infrastructure (on-site and
provided by the Local Exchange Carrier) to support the phones. IWTS equipment include wallsmounted telephones with various types of enclosures, and one (1) vendor provided IWTS
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Investigative Workstation to live monitor and perform investigative functions. The equipment and
quantities can be found in Attachment 4, CDF/CDCR Camps’ IWTS Equipment,
2.1.1.3 CDCR ADDITIONAL ADULT FACILITIES
CDCR contracts with private companies to house CDCR incarcerated individuals at their facilities.
There are ten (10) additional adult facilities that include five (5) private Community Correctional
Facilities (CCFs) and five (5) Community Programs (CPs) that are primarily minimum security.
The quantity of telephones is based upon the design of the CCF or CP, available infrastructure,
capacity, and population. IWTS equipment includes: telephones mounted on walls or various
types of enclosures, and vendor provided IWTS Investigative Workstation to live monitor and
perform investigative functions. The equipment and quantities can be found in Attachment 5
and 6.
2.1.2 YOUTH FACILITIES
There are three (3) youth facilities and one (1) youth “non-walled”, self-contained fire camp that
use the IWTS for telephone services. The quantity of telephones is based upon design and
capacity of the facility/camp, available infrastructure, and population. IWTS equipment includes:
Telephones mounted on walls or various types of enclosures, and vendor provided IWTS
Investigative Workstation to live monitor as well as perform investigative functions. The three (3)
youth facilities and one (1) Camp do not record calls. The equipment and quantities can be found
in Attachment 7, CDCR Youth Facilities’ IWTS Equipment.
2.1.3 CDCR FIELD OFFICES
There are twelve (12) CDCR field offices that include the CDCR Office of Peace Officer Selection
(OPOS), Office of Correctional Safety (OCS) and Office of Internal Affairs (OIA) that uses the
vendor provided web-based administrative and investigative application.
2.1.4
TELEPHONE SYSTEM
IWTS network, equipment, and services were installed and are repaired and maintained by the
current IWTS contractor at no cost to the State. The IWTS network and platform is provided by
the IWTS contractor. IWTS equipment includes telephones, cut-off switches, various types of
telephone enclosures/pedestals/carts, live monitoring equipment with speakerphones, and IWTS
Investigative Workstations. The IWTS contractor currently provides portable Telecommunications
Device for the Deaf (TDD) to each CDCR facility.
The IWTS equipment is located at CDCR adult and youth facilities in the Private Branch Exchange
(PBX) buildings, the Remote Peripheral Exchange (RPE) buildings, Telephone Rooms/Closets,
Housing Units, Observation Towers, Gyms, Offices, Control Booths, Hospitals, Firehouses and
Investigator’s Offices, among other locations. The IWTS equipment at CDCR Field Offices is
typically located in telephone rooms and offices.
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The IWTS contractor provides approximately four-thousand, nine hundred and ninety four (4,994)
telephones at adult facilities and sixty-eight (68) telephones at youth facilities designed to
accommodate incarcerated individual originated, non-confidential personal calls. Coinless,
tamper-resistant telephones are designated exclusively for incarcerated individuals.
The IWTS contract includes requirements that meet security standards and employs special
computer-based security features intended to protect the public. These features include:
1) Ability for offenders to make domestic calls and international calls prepaid by the called
party or collect where available to the friend and family.
2) Call monitoring and recording;
3) Call “branding” recorded announcement that indicates a call is being originated from a
CDCR facility (site specific) and informs the called party that the call will be monitored and
recorded;
4) A random “overlay” recorded announcement is randomly played throughout the duration of
the call to inform the called party that the call is from an incarcerated individual at a
California Correctional Facility;
5) Automated Operator Service that processes calls and informs the called party of their
options to accept or decline the call by pressing a designated number in addition to having
the ability to block the calls;
6) Ability to block calls to specific telephone numbers upon request; and,
7) Programming features allowing centralized investigations.
2.1.4.1 COINLESS TELEPHONES
Telephones have special tamper resistant steel housings with break-resistant handsets attached
by armor-shielded cords and steel lanyards. All telephones have push button keypads that
include a volume control button. Attachment 3, Adult Institutions’ IWTS Equipment, through
Attachment 7, CDCR Youth Facilities’ IWTS Equipment, provide the quantities. Exceptions to this
type of phone and standard connectivity are:
1)
Phone booths installed at some adult facilities where phones are located outside.
Currently CDCR has authorized phone booths to be installed outside as an alternative
for reliability during inclement weather conditions.
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2)
Telephones on mobile carts are currently used at California State Prison, San Quentin
(CSP-SQ) for condemned individuals who cannot leave their cells. There are
approximately fifty five (55) telephones on mobile carts at CSP-SQ and eight (8) at
CAC. The telephone wiring is different from all other CDCR facilities. These phones
are installed on a mobile cart and rolled to the front of the cell. The handset cord is
long enough to go through cell bars and allow the individual to sit on the end of the
bottom bed. The telephone line cord is plugged into the back of the phone and the
long cord is wrapped around the back of the mobile cart. A marine plug is connected
to the end of the telephone line cord and is plugged into designated wall jacks on
each tier of the facility when an individual makes a call.
2.1.4.2 CUT-OFF SWITCHES
All telephones are capable of being shut off manually by CDCR staff. Some locations utilize
physical cut-off switches that are hardwired to the telephones. Others utilize a computer
application located in officers’ stations and control booths where calls are monitored. The
approximate quantities of physical cut-off switches installed at adult and youth facilities are
identified in Attachment 3, Adult Institutions’ IWTS Equipment, through Attachment 7, CDCR
Youth Facilities’ IWTS Equipment.
2.1.4.3 TELEPHONE ENCLOSURES, PEDESTALS AND CARTS
Although the majority of the telephones are wall-mounted inside housing units, a number of
telephones are installed outside, in recreation yards, and other areas located inside and outside
the secured perimeter of CDCR facilities. Shelters or appropriate telephone booth enclosures
protect telephones installed outside. The IWTS contractor provides these enclosures, shelters
and pedestals.
The current types of telephone enclosures, pedestals, and mobile carts:
1) Telephone booths and pedestals are currently located inside and outside of the housing units.
They are provided by the vendor and must meet CDCR Design Standards.
2) Mobile carts are located inside the housing units at California State Prison, San Quentin (CSPSQ), and California City Correctional Facility (CAC). The mobile metal carts are fabricated by
CSP-SQ with a metal frame that is mounted on four (4) wheels. The phone is installed on the
face of the metal frame.
2.1.4.4 LINE OF SIGHT AND RELATED EQUIPMENT
The CDCR adult institutions have Line of Sight (LOS) monitoring stations and equipment installed
in multiple locations within the institution that include control booths in buildings such as housing
units, observation towers, gyms and hospitals. LOS allows custody staff to listen in real-time to
telephone conversations and scan, interrupt and terminate calls. This equipment has the
capability of turning on and off designated phones.
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Most LOS locations have a limited space where the equipment is located and some locations
have long cable runs from the monitoring location to the PBX or RPE buildings that require Local
Area Network (LAN) extenders.
Currently there are two (2) types of LOS monitoring stations:
1)
Monitoring equipment that includes a laptop and a speakerphone or speaker box;
2)
A speaker and a hard-wired toggle cut-off switch (to terminate calls) in place of the
LOS Monitor described above.
2.1.4.5 INVESTIGATIVE TOOLS, APPLICATIONS, and HARDWARE
Investigative functions include generating reports, playback of call recordings, and ability to save
recordings to media like a compact disc (CD).
In addition, in some locations, the Vendor has provided an Investigative Workstation which
includes a CPU, flat screen monitor, keyboard, mouse, and external speakers. One (1) printer is
provided to each CDCR facility that has a vendor provided Investigative Workstation.
The numbers of Vendor Provided Investigative Workstations are found in Attachment 3 through
Attachment 7.
2.1.4.6 TELECOMMUNICATIONS DEVICES FOR THE DEAF (TDD)
CDCR has one hundred and seventy-seven (177) contractor provided TDD deployed at the CDCR
facilities. The IWTS contractor provides one (1) portable TDD with a printer function to each CDCR
facility. The institutions are responsible for procuring additional TDDs, as needed. Currently the
TDD calls are not processed on the IWTS network; however, the current contractor maintains and
services the TDDs.
Individuals with hearing disabilities are not sent to fire camps. However, portable TDDs are
provided, as needed, in the event an incarcerated individual has a family member who is hearing
impaired and requires a TDD to maintain telephonic communication.
2.1.4.7 BRANDING, OVERLAY, AND TIME LIMIT RECORDED MESSAGES
The CDCR California Code of Regulations, Title 15 and Department Operations Manual (DOM)
contain branding and random overlay requirements for all IWTS calls. The requirements were
established to notify the incarcerated individuals and called parties of the monitoring and
recording activities as well as for safety and security reasons to protect the public.
1)
Signage is posted at all adult institutions and at Pine Grove Youth Camp to ensure
the incarcerated individuals are aware of the recording and/or monitoring.
2)
Branding is the initial recorded message the incarcerated individuals and called
parties hear during the call process. The branding is different for adults and youths.
The incarcerated individual and called party cannot talk to each other when the
branding is played.
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a)
The individual and called party hear “…this call and your telephone number will
be recorded and monitored. you have a collect call from <Incarcerated
individual’s name> an Incarcerated individual at <facility name> in <City>, in
California. To accept, dial or say five (5) and hold. To refuse, hang up…” The
IWTS will not allow the call between the Incarcerated individual and called party
to be connected until this required branding announcement ends.
b)
The Incarcerated individual and called party hear “…you have a collect call from
<Incarcerated individual state’s their name> an incarcerated individual at
<name of the youth facility>, in <City>, in California. Press five (5) during this
message to accept the call….” The IWTS is configured to not allow the call
between the Incarcerated individual and called party to be connected until this
required branding announcement ends.
c)
All calls from Youth Facilities, with the exception of the Pine Grove Camp, are
not recorded or monitored.
3)
A random overlay recorded message is played throughout the duration of the call that
informs the incarcerated individual and called party, “This recorded call is from an
individual at a California Correctional Facility.” The random overlay is played in the
background of the call and does not block the conversation between the offender and
called party. The random overlay is a tool to protect the public from receiving calls
from incarcerated individuals by way of a third-party call. In this instance the called
party may not have heard the initial branding announcement; however, the random
overlay would alert the called party the call is from an individual at a California
correctional facility.
4)
Call Termination recorded messages are played for the incarcerated individual and
called party at two (2) separate times towards the end of the call. The individual and
called party hear “you have 60 seconds remaining” and “you have 30 seconds
remaining.”
2.1.4.8 IWTS RECORDINGS
The recordings are stored at the IWTS contractor’s database storage facility for the life of the
current IWTS contract.
2.1.4.9 Ability to Call Designated Hot Lines
IWTS provides the ability individuals to place calls to Sexual Abuse Hot Lines, or any other
confidential line designated by CDCR at no cost to CDCR or the individual. These calls may or
may not be recorded as designated by the CDCR Operations Manager.
2.1.5 DOMESTIC AND INTERNATIONAL CALL VOLUMES AND CALL RATES
IWTS domestic and international annual call volumes for 2018 and 2019 in terms of completed
call minutes are shown in Bidder’s Library. IWTS Adult domestic call charge rate, pre-paid and
advanced pay transaction fees are found in the Bibber’s Library. The IWTS International calls are
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prepaid only and the call rates can be found in the Bidder’s Library. Youth calls are free and were
established to allow youths and their family and friends to maintain telephonic communication
during incarceration.
2.1.6 SPACE AND SPACE CONDITIONING
Several of the State’s older facilities predate the widespread use of telephony. As a result, these
facilities do not have dedicated switch rooms for IWTS components. All systems currently
installed have adequate space, conditioned power, and HVAC support plants to provide for
sustained operation within design parameters.
2.1.7 FACILITY CABLE PLANT AND INFRASTRUCTURE
All CDCR institutions have a minimum of CAT3 cabling for the IWTS. For the VRS and EIC pilot
project the current IWTS contractor installed all associated wiring using CAT6 as a minimum, and
infrastructure to support their solution at no cost to the State. All cabling is either buried or located
in institutional walls. If exposed, cabling must be installed in hardened conduit, encased in
shrouding and fastened with security screws.
2.1.8 MANAGED ACCESS SYSTEMS (MAS)
Managed Access Systems (MAS) was implemented to help eradicate the contraband cell phones
in the prisons. The MAS technology deploys a secure cellular umbrella over a specified area,
within the boundaries of the institution’s property, to prevent the transmission of unauthorized
mobile wireless devices. The MAS is deployed at the following 18 adult institutions:
Avenal State Prison (ASP)
Calipatria State Prison (CAL)
California Correctional Center (CCC)
Central California Women’s Facility (CCWF)
Centinella State Prison (CEN)
Corcoran State Prison (COR)
Chuckawalla Valley State Prison (CVSP)
High Desert State Prison (HDSP)
Ironwood State Prison (ISP)
Kern Valley State Prison (KVSP)
Mule Creek State Prison (MCSP)
North Kern State Prison (NKSP)
Pelican Bay State Prison (PBSP)
Pleasant Valley State Prison (PVSP)
Substance Abuse Treatment Facility (SATF)
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Sierra Conservation Center (SCC)
Valley State Prison (VSP)
Wasco State Prison (WSP)
The MAS equipment and software is currently vendor maintained under the current contract to
ensure proper functionality and can be found in Bidder’s Library.
2.1.9 CELLPHONE INTERDICTION SOLUTIONS (CIS)
Cellphone Interdiction Solutions (CIS) were implemented to help eradicate the contraband cell
phones in the prisons and camps by preventing them from entering the prison and discovering
existing contraband cellphone through inspection. The CIS equipment and software, found in
Attachment 8, CIP Equipment is currently vendor maintained and supported under the current
contract to ensure proper functionality of the CIS.
2.1.10 VIDEO RELAY SERVICE (VRS)
Video Relay Service is a form of Telecommunications that enables hearing impaired individuals
that use American Sign Language (ASL) as their primary language to communicate with voice
telephone users through video equipment. Video equipment links the VRS user with a
Telecommunications Relay Service (TRS) operator – called a Sign Language Interpreter (SLI) –
so that the VRS user and the SLI can see and communicate with each other in signed
conversation.
There are currently twelve (12) institutions and one (1) youth facility that have VRS installed. VRS
calls may be made between ASL users and hearing impaired speaking either English or Spanish.
VRS equipment and software, found in Attachment 3 and Attachment 7, is vendor maintained
under the current contract to ensure proper functionality of the VRS.
1. VRS Branding: The VRS shall play recorded messages after the called party answers
the telephone or video phone call, randomly throughout the telephone or video phone
call, and before the call is terminated. The system shall provide these recorded
messages via a SLI video, text, and audible.
2. VRS Overlay Message: The Overlay Message uses a SLI, text and audible means to
communicate. The VRS provides Overlay messages at periodic intervals throughout the
course of the call. The Overlay message advises the caller and the called party that the
call is originated by an incarcerated individual at a California correctional facility and that
the call is being recorded and monitored. Overlay Branding is played in a manner that
allows both parties to continue a conversation.
3. VRS Recording: All VRS calls have the ability to be live monitored from a designated
location. In addition, all calls are recorded and stored by the vendor for the duration of
the contract. CDCR Authorized Users may access recordings at designated Sign
Language Interpreter (SLI) Workstations.
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2.1.11 ENTERPRISE INMATE COMMUNICATIONS (EIC) PILOT
The Enterprise Inmate Communications (EIC) Pilot Program is implemented at five (5) adult
institutions:
Central California Women’s Facility (CCWF)
California Institution for Women (CIW)
Substance Abuse Treatment Facility (SATF)
High Desert State Prison (HDSP) – One Housing Facility
Kern Valley State Prison (KVSP) – One Housing Facility
The EIC Pilot Project uses Inmate Kiosks and Tablets that allows the opportunity for inmates to
correspond electronically with Family/Friends via a secure, self-contained network. The inmates
can send and receive emails and e-Cards. The Family/Friends can send and receive emails,
send photo attachments, send e-Cards, and send VideoGrams to the inmate. Additionally,
individuals have the ability to download media entertainment such as music, eBooks and games
onto correctional grade Tablets. EIC equipment and software, found in Bidder’s Library, is vendor
maintained.
2.1.11.1
EIC Pilot Rates
The EIC pilot rates for electronic mail, e-Cards, photos, video clips, and entertainment are found
in Bidder’s Library. The EIC provides indigent inmates, as defined in the CDCR DOM 54010.5,
with five (5) free stamps per week to be applied toward email communication.
2.1.11.2
CURRENT CDCR NETWORK TOPOLOGY
CDCR’s data communications Local Area Network (LAN) is composed of a pair of HewlettPackard (HP) 5412zl switches located in the sites’ main distribution frame (MDF). These switches
function as the LAN’s ‘core’.
All LAN-connected buildings have at least one (1) intermediate distribution frame (IDF) with an
HP switch (typically a 2610-24 or 2610-48, non-Power Over Ethernet) which is connected back
to each of the core 5400s by single mode (SM) fiber (active/passive via spanning tree). All fiber
is ‘home-run’ from the IDF to the MDF, with no intermediate IDFs.
This LAN supports user connectivity to local file/print services, as well as WAN access to remote
services (e.g., e-mail, enterprise applications, and internet). Institutions are connected to CDCR’s
WAN via carrier provided Ethernet handoff of 150Mbps. See Figure 2-1 TYPICAL CDCR
INSTITUTION TOPOLOGY; Figure 2-2: Inmate Data Flow; and Figure 2-3 Simplified Inmate
Data Flow for a visual representation.
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(Old Equipment Standard)
Figure 2-1 TYPICAL CDCR INSTITUTION TOPOLOGY
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Institution
Data Center
Cisco 5520
Cisco 5500 Series Wireless Controller
Model 5508
RP
SP
USB1 USB2
EN
EN
1
2
3
4
5
6
7
8
PS1
PS2
SYS
ACT
FW
gc-dcsw01
gc-dcsw02
SW001A
VZ PIP
DSW01
GC COEMS
DSW02
VZ PIP
MPLS
SWXX
FW
FW
Inmate Network
Proxy
Inmate Data Flow
Internet
Inmate Proxy/Internet
File: OFTS-Current-Design_v1-00.vsd
Title: CTE Wireless Design
Revision: 1.0
Revision Date: 2020-04-20
Figure 2-2: Inmate Data Flow
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Figure 2-3 Simplified Inmate Data Flow
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CDCR has recently adopted a new network equipment standard for replacing/refreshing currently
deployed equipment. The current core HP 5412s standard has been replaced by the HPE/Aruba
8400s as the new standard. All IDF switching is being standardized to the Aruba 3810 with POE+.
Refer to Section 2.2.2.13 for more details of the proposed new network.
2.2
PROPOSED ENVIRONMENT
The proposed new environment will deliver the Communications and Technology Solution (CTS)
to all individuals and will continue to evolve over a period of years. The software components of
CTS and use of technology will enable new corrections processes not possible in today’s CDCR
correctional environment. CTS improves the connection between the incarcerated individuals
and families and friends by increasing communication and supporting the rehabilitative efforts of
the individuals. The CTS can also provide the offender access to rehabilitation through the
innovative use of technology and streamlined processes. The CDCR understands that they will
undergo culture, process, and capability changes to implement the new technology and services.
The CTS Program together with every part of CDCR will reengineer the State of California’s
service delivery methods to help CDCR realize its next step of progress. CDCR is one of the
largest correctional systems in America providing custody for a diverse population. CDCR
envisions this new capability will be a significant change in the way services are offered. Many
operational processes that touch an incarcerated individual will be impacted in some way.
2.2.1 SOLUTION OBJECTIVES
The CDCR is seeking implementation of a Communications and Technology Solution that
includes services in the following areas:
Communication
Information Services
Access to CDCR and Third Party provided Application and Content
Entertainment (Optional)
In addition to the services, the CTS will include Investigative Tools/Support, a Management
System for Staff, and network infrastructure to support the CTS implementation.
The solution is intended to improve communication with family/friends, dissemination of
information, and optionally access to Third Party and CDCR application and content such as
education and rehabilitative programs, health care requests, scheduling, and patient information,
managing finances, Canteen orders, access to Law Library, and appeals/grievance process by
taking advantage of existing technologies. The business objectives of this procurement are to:
1.
2.
3.
Ensure access to communication
Ensure equal access and reasonable accommodation of services provided.
Ensure access to approved Third Party and CDCR applications and content.
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4.
5.
6.
Ensure the efficient and effective use of resources.
Ensure safety and security of institutional staff and incarcerated individuals.
Ensure access to services within mandated time frames and guidelines based upon
specific business rules.
2.2.2 BUSINESS MODEL OBJECTIVES
The solution envisioned by the State will fully integrate the major business functions, providing
seamless access to and management of the different types of services information collected for
each of the business functions. The Divisions of Adult Institutions, Juvenile Justice, and
Rehabilitation Programs are the business programs that will be most impacted by the
opportunities of using technology to enhance communication, provide new services, and increase
access to existing services. This is an integral part of the day-to-day operations for these business
program areas.
2.2.2.1 Communication Services
Communication business objectives are to:
A. Provide communication services consisting of voice, email, e-letters, and video calling
to communicate with family, friends, and other authorized individuals.
B. Provide communication services to hearing and visually impaired individuals in
compliance with ADA, FCC, and California PSC.
C. Ensure wheelchair access for physically disabled individuals to communication service
devices in compliance with ADA.
D. Provide authorized hot lines that are not monitored.
E. Provide authorized CDCR staff the capability to monitor, record, and store all
communications.
F. Ensure that all communications, attachments, photos, and video are screened per
CDCR guidelines.
G. Provide authorized CDCR staff the ability to flag and censor email, e-letters, photos,
and video clips.
As with the current environment, CDCR envisions that the initial primary method for voice
communication will be the telephones that are placed in designated housing units, Correctional
Treatment Centers, Camps and Firehouses, and in some Yards at the institutions and facilities.
The Contractor must include at least as many telephones and TDDs as are currently installed and
provided. The CDCR may require the contractor to add or delete telephones and workstations at
the locations indicated in Attachment 3 or at additional locations without additional cost to CDCR,
incarcerated individuals, and called parties. At some future date, CDCR may look to Tablets as
a means to place voice calls. The processes and procedures governing voice communications
are not expected to have any major changes. The expectation is that the phone rates will be
lowered or remain at the current rate, but not be increased. Contractors will be allowed to use
the existing equipment and infrastructure supporting the existing phone system with the
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understanding that an equipment refresh 2 years after contract award or as agreed to by CDCR
will be required.
In terms of communication services, the most significant change is the implementation of live
video calling and electronic messaging. In the proposed environment, individuals will have the
ability to schedule and make video calls to pre-approved contacts. This operates much like a
correctional-grade Skype call that is monitored and recorded. In addition, the solution will include
the ability send and receive emails and e-Cards. Incarcerated individuals will not have the ability
to send but only receive e-letters, photos and video clips. The incarcerated individuals will have
the ability to receive, send, view, and save authorized correspondence via a Tablet, Kiosk, or
both. As with the voice communication, the primary locations to use of these services will be in
designated housing units, Correctional Treatment Centers, Camps and Firehouses, and other
areas designated by CDCR.
All correspondence will be screened to ensure that it does not violate provisions established in
CDCR Title 15 or other regulatory guidelines. Any correspondence suspected of violating these
regulations or guidelines will be flagged and reviewed by authorized CDCR staff for censorship.
The incarcerated individuals and family and friend corresponding with the incarcerated individual
are expected to pay for these services and a set price list would be established by the contractor
for each service cost. The cost must be fair and reasonable and emphasis placed on providing
the lowest cost to allow for more communication and minimize the financial burden to family and
friends. The contractor will service and maintain the CTS providing these services. There will be
little to no CDCR involvement in the service or maintenance.
As part of the essential communications, Video Relay Service/American Sign Language-Video
Calling Services (VRS/ASL-VCS) will be provided to accommodate hearing impaired individuals
in compliance with ADA, FCC, and California PSC regulations and guideline at designated
institutions. In addition, communication services must be provided to accommodate visually
impaired individuals to comply with ADA, FCC, and California PSC regulations and guidelines.
Assistive Technology should be used to ensure visually impaired individuals are afforded
reasonable accommodation to the communication services being provided.
Authorized CDCR staff will have the ability to suspend and/or disable any of the communication
services at the incarcerated individual level, device level, building level, and the facility level. The
ability to perform this function must be readily available and performed quickly.
2.2.2.2 Information Services
The Information Services business objectives are:
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A. Improve access to general information regarding policies, regulations, procedures,
manuals, and other essential information.
B. Establish an electronic repository where individuals could access and search for
information.
C. Reduce number of hard copy documents requested or required to provide incarcerated
individuals.
The CTS will provide the capability for CDCR to download and update CDCR Policies, Rules,
Regulations, Operating Procedures, Manuals, and Information for the individuals to access
electronically via the Tablet/Kiosk. A variety of various formats will be used such as, PDFs, videos,
sound clips, slide shows, etc. The storage and distribution for the information documents will be
provided by the CTS contractor. The following are some samples of the documents and files that
will be available to the offender and included the repository:
Title 15
Departmental Operations Manual (DOM)
Institutional Orientation Manual
Inmate Advisory Committee Minutes
Prison Rape Elimination Act (PREA) Information and Policy
Court Compliance Information
Departmental Regulations
Institution Handbook
DJJ Orientation Material
Youth Rights
Behavior Management System Information
Approved Contractor Catalogs
Restitution Guide
Restitution Responsibility Information for Adult Incarcerated individuals
Office of Victim & Survivor Rights & Services Information
In addition to the documents mentioned above, FAQ’s for new and forthcoming changes (i.e.
PROP releases, etc.) will be include access and view through the Tablet/Kiosk. Another feature
that will be available is the capability to distribute information and important announcements
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directly to individuals as a pop-up when they log on to the Tablet/Kiosk or as a notification on the
display. This provides an active versus passive way of getting important information and changes
to the incarcerated individual directly.
2.2.2.3 CDCR and Third Party Application and Content
The Prime Contractor shall provide the incarcerated individual access to CDCR and Third Party
Application and Content such as Education and Rehabilitative Services, Health Care Services,
Law Library, Trust and Banking Services, Appeals and Grievances and Canteen Services on the
Kiosk and Tablets as required. The Prime Contractor shall work with CDCR staff to implement
CDCR and Third Party application and content as required.
2.2.2.4 Entertainment Services (Optional)
The Entertainment business objectives are:
A.
B.
C.
D.
Provide access to music, videos/movies, and games appropriate in a correctional setting
Provide access to FM radio at no cost.
Provide access to eBooks appropriate in a correctional setting.
The catalog of eBooks, games, music, and videos/movies being offered shall be preapproved by CDCR.
E. The contractor shall describe the contents offered to the individuals for free and the
content that are offered at a cost. .
As with the current environment, CDCR would utilize the services to provide the incarcerated
individuals engaging entertainment contents via the tablets. The content may be downloaded to
the tablets or streamed on demand. The contractor shall offer limited free entertainment contents
to individuals who choose not to purchase any additional contents in addition to the paid content.
CDCR staff shall preapprove the contents prior to publishing it on the contractor catalog for
consumption. Authorized CDCR staff shall have access to monitor the entertainment content the
incarcerated individual is downloading or streaming on demand and may suspend or disable
content at the individual level. The cost set by the contractor for the paid entertainment content
shall be fair and reasonable and should be at the lowest cost to the incarcerated individuals and
their friends or families.
2.2.2.5 Management Tools and Support
Management Tools and Support business objectives are:
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A. Provide CDCR Staff the ability manage, monitor, record, and track incarcerated individual
and family/friends communications, activities, and service utilization.
B. Reduce manual processes and hard copy forms through the use of electronic technology.
C. Improve the efficiency to manage and monitor the services provided.
D. Improve reporting and metrics to measure and demonstrate compliance and quality
improvement.
As a result of new and improved services being provided to the incarcerated individuals, a robust
overall management system to be used by authorized CDCR Staff needs to be in place.
Management tools to manage, monitor, record, and track the existing and new services being
provided will be needed to oversee all incarcerated individuals and family/friends communication,
activities, and services. Authorized CDCR staff will need the capability to grant access to services
based on the incarcerated individual’s privilege group, status, and restrictions. Access to the
management tool should be Web based and have easy access
The management system would provide the ability for CDCR staff to perform data analytics and
create reports to collect metrics and create standard and ad-hoc reports. The reports would be
used to measure and monitor the effectiveness, efficiencies, quality, and usage of the
communications and services being provided by the CTS.
2.2.2.6 Investigative Tools and Support
A critical portion of the CTS is the ability to provide investigative tools and support for CDCR to
be able to gather information to support investigations. In addition to telephone conversations,
the electronic email correspondence and Tablet capability provided to the incarcerated individuals
will require more investigative tools and support to process the additional information that will now
be available and processed. The Contractor shall provide Digital Forensic Team (DFT) basic
and advance training support for CDCR to maintain knowledge/skills/abilities to maintain
compatibility with technological advances in electronic and communication devices.
To help process the increase volume of information, CTS will require the Contractor provide a link
and data analysis program, comparable to Palantir which is currently used by CDCR that can be
linked to CDCR datasets for comparison and data analysis with data extracted from DFT
examinations at no additional cost to CDCR. This would include contract support to cover
updates/licensing costs at no cost to CDCR. Fulltime Contractor support would be required to
perform Digital Forensic Examiner/ Analytical support to CDCR. The Fulltime Contractor support
will be located at the CDCR Facility.
Investigative staff would need the capability to have forensic/analytical access to data activity on
approved inmate tablets, kiosks or other related digital devices, to include real-time/ historical
activity, to include telephone and video calls, etc. Search tools such as the ability to conduct
keyword searching analytics on live/ recorded telephone and video calls would be part of the
investigative tools. Investigative tools would also include Digital Software/Hardware necessary
for a central data repository and the ability to upload/ transfer of digital data extracted by forensic
examinations to the central data repository used for data analysis/ comparison. CDCR would have
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the ability to link the analytical database with other allied agencies for link analysis in support of
investigations.
Investigative staff will have the ability to identify and access the IP address associated with any
activity related to the approved electronic devices and/ or related databases. In addition,
investigative tools including voice biometrics/voice identification of all calling parties (inmates/
outside callers and recipients) to identify and verify callers for analysis of criminal activity would
be provided by CTS.
2.2.2.7 Proposed Network
CDCR has recently adopted a new network equipment standard for replacing/refreshing currently
deployed equipment. The current core HP 5412s standard has been replaced by the HPE/Aruba
8400s as the new standard. All IDF switching is being standardized to the Aruba 3810 with POE+.
A complete list of the Network Equipment and Specifications that the Contractor must purchase
and use to adhere to CDCR’s standards is shown in Attachment 9. The general network topology
is not changing as is shown below in Figure 2-4: New Equipment Standard.
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Figure 2-4: New Equipment Standard
CDCR has architected an Inmate Network utilizing VLANs assigned on their IDF network switches
to isolate the incarcerated individual traffic from the CDCR network. The Contractor shall
incorporate the CTS network connectivity through the use of VLANs that are assigned by CDCR
on the IDF switches and allow the CTS traffic to utilize the CDCR pathway to the MDF where it
will then be handed off to the CTS Contractor’s router/switch/firewall and access the CTS
Contractor’s ISP. This allows the Contractor to use the existing fiber pathway from each of the
IDFs that are home run back to the MDF distribution switches. This is depicted at a high level in
Figure 2-5: CTS Proposed Network.
Figure 2-5: CTS Proposed Network
3 TERM OF CONTRACT
Effective upon approval by the California Department of Technology (CDT), the term of the base
contract shall be six (6) years with four (4) one-year optional extension years, upon contract
execution.
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The Contractor shall not be authorized to deliver or commence performance of services described
in this Statement of Work (SOW) until written approval has been obtained from all entities for
Contract execution. Any delivery or performance of service that is commenced prior to the State
signing the Contract shall be considered voluntary on the part of the Contractor.
4 CONTRACT CONTACTS
The California Department of Technology (CDT) will administer this Contract on behalf of the
California Department of Corrections and Rehabilitation (CDCR). The Prime Contractor will work
with the CDT point of contact for issues such as Contract amendments. The CDT will be the
Contract Manager.
State Department:
Prime Contractor:
California Department of Technology
Global Tel*Link Corporation
Division/Unit:
Unit/Department
Statewide Technology Procurements (STP)
Contracts
Attention:
Attention:
Raymond Estey
Alicia Freeman
Address:
Address:
P.O. Box 1810
Rancho Cordova, CA 95741-1810
3120 Fairview Park Dr., Suite 300
Falls Church, VA 22042
Phone:
Phone:
(916) 431-3638
(571) 267-2805
Email:
Email:
technologyprocurements@state.ca.gov
Alicia.freeman@gtl.net
The CDCR will provide a CDCR Operations Manager. The CDCR Operations Manager is the
point of contact for the day-to-day activities, Transition-In and Transition-Out of services, moves,
adds, and changes, coordination of gate clearances (Gate Clearance Informational and Approval
Sheet), Primary Laws, Rules, and Regulations Regarding Conduct and Association with State
Prison Inmates and all other responsibilities as described throughout this Contract.
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5 GENERAL REQUIREMENTS
5.1
COMPLIANCE REQUIREMENTS
5.1.1 LOCAL, STATE, AND FEDERAL STATUTORY AND REGULATORY
COMPLIANCE
The Prime Contractor shall comply with all statutory and regulatory requirements imposed by
local, state, and federal regulatory agencies for all systems and services provided throughout the
term of this Contract. The Prime Contractor shall work with the State to implement any changes
within 12 months of the regulation effective date or as dictated by the statute at no cost to the
State and no increase in rates to the called parties.
The Prime Contractor shall make all system modifications necessary to allow individuals to place
voice or video calls as industry dialing requirements change.
5.1.2 LEGISLATIVE COMPLIANCE
The Prime Contractor shall comply with all legislative requirements imposed by the State for all
systems and services provided throughout the term of this Contract. The Prime Contractor shall
work with the State to implement any changes within 12 months of the legislation’s effective date
or as dictated by the statute.
5.1.3 ADA COMPLIANCE
The Prime Contractor shall comply with all aspects of ADA compliance. ADA compliance shall
be applied to all of the CTS system and shall meet all ADA requirements as they pertain to the
End Users. Focus shall be to specifically comply with the ADA to ensure that the structural and
programmatic access of this technology is designed and demonstrated as meeting those
accessibility requirements.
5.1.4 FCC REGULATIONS COMPLIANCE
All Communications and Technology Solution communication devices and services must comply
with FCC regulations.
5.1.5 FCC REGULATIONS VIDEO RELAY SERVICES COMPLIANCE
Video Relay Service (VRS) providers must be certified by the FCC to provide VRS to the public.
VRS providers and their services shall be supplied by the Contractor during the term of the
contract at no cost to the State.
5.1.6 VRS AND ASL-VCS CALLS
The solution must provide VRS and American Sign Language-Video Calling Service (ASL-VCS)
calls at no cost to the State, incarcerated individual, and called party.
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5.1.7 EQUIPMENT AND INSTALLATION COMPLIANCE
All equipment shall meet or exceed all applicable codes and industry standards for installation.
All equipment must be UL approved and FCC compliant.
5.1.8 CDCR POLICY AND REGULATIONS COMPLIANCE
The Prime Contractor will comply with all CDCR policies and regulations that can be found in the
CDCR Department Operations Manual and California Code of Regulations, Title 15 at
http://www.cdcr.ca.gov/Regulations/Adult_Operations/index.html.
These policies include rules specific to the use of phones by inmates.
5.1.9 CDCR LOG-IN SCREEN POLICY COMPLIANCE
All Log-in Screens for CDCR staff use shall:
1) Display an approved system use notification message or banner before granting access to the
CTS system that provides privacy and security notices consistent with applicable federal laws,
Executive Orders, directives, policies, regulations, standards, and guidance states:
a. Users are accessing an official information system;
b. System usage may be monitored, recorded, and subject to audit;
c. Unauthorized use is prohibited and subject to criminal and civil penalties; and,
d. Use of the system indicates consent to monitoring and recording.
2) Retain the notification message or banner on the screen until users take explicit actions to log
on to or further access the information system.
The Prime Contractor shall modify the notice at the CDCR Operations Manager’s request.
5.1.10 CONTRACTOR PRIVACY POLICY AND TERMS OF CONDITIONS
The Prime Contractor or its vendors shall ensure that customer information shall be protected and
not distributed in part or in whole to any third party or affiliates without the expressed permission
of the customer. The Privacy Policy and Terms of Conditions for family/friends that will use the
CTS services must allow for the ability to opt out or opt in the sharing of personal information,
except as permitted or required by law.
5.2
GENERAL REQUIREMENTS
Provide accommodations for non-primary English speakers (written/spoken language) to ensure
equal access to all individuals. The CDCR has a diverse incarcerated population resulting in
Limited English Proficiency (LEP) offenders. The Prime Contractor shall ensure that the ability to
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translate or display text in other languages is provided so that LEP individuals can have equal
access to the programs and services provided by the CTS.
Unless otherwise specified herein, the contractor shall furnish all material, labor, infrastructure,
facilities, equipment, services, and software necessary to perform the services required herein at
no cost to the State. The anticipated number of facilities and CTS related infrastructure and
equipment may increase or decrease within the term of the Contract based upon activation or
deactivation of facilities to accommodate inmate population changes and/or changes in CDCR
operations and programs.
The Contractor shall ensure that the CTS displays, records, services, and functions will be
synchronized from a single time-of-day clock source for all of CDCR’s locations. The clock source
shall use Pacific Standard Time/Pacific Daylight Time (PST/PDT) zone for as the source.
5.3
DOCUMENTATION REQUIREMENTS
The Prime Contractor shall provide hard and soft copies of all documentation required in this
section. All written documentation shall be provided in the latest version Microsoft Office and
Adobe Acrobat Professional. Electronic drawings shall be provided in Adobe Acrobat (.pdf) format
or latest version of AutoCAD Reader as specified by the CDCR Operations Manager. The Prime
Contractor shall validate with the CDCR Operations Manager prior to the delivery as to the
acceptable software versions.
The Prime Contractor shall ensure all documentation is indexed, searchable, and available on the
Contractor's Hosted Secure Network.
The Prime Contractor shall provide engineering specifications and drawings for CTS Enclosures
being proposed for CDCR review and approval to ensure it meets the CDCR Design Standards.
Any future changes to the hardware or a component's configuration shall be documented and
provided to the State for approval prior to implementation.
The Prime Contractor shall develop and maintain current hard copy and secure web-based
documentation of each manual necessary for the CTS and make the documentation available to
CDCR Operations Manager upon request. The Prime Contractor shall explicitly define how the
CTS web-based documentation functionality will be delivered.
Unless otherwise specified, one (1) hard copy and one (1) soft copy of all written documentation
shall be provided to the CDCR Operations Manager.
Upon delivery, all documentation shall become the property of the State. The Prime Contractor
must include a copyright release specifically allowing authorized State staff assigned to the CTS
to reproduce copyrighted documentation.
6 SOLUTION REQUIREMENTS
Refer to Exhibits 20 & 21 for Business Requirements and Technical Requirements.
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7 DATA CENTER FACILITY ENVIRONMENT
The Prime Contractor shall store, maintain and secure the data stored in all the CTS databases
and shall be responsible for the management and administration of all the databases associated
with CTS. The data stored in the databases is confidential and the property of CDCR. Data is
defined as information or content specific to call recording, investigative tools (notes, CDR data,
and CTS databases), and reports. This does not include real-time audio and video packets or
configuration files associated with CTS network control systems.
The CTS shall provide secure, multi-level database access control configurations and definable
staff levels as described in CDCR CTS Role-Based User Profiles. The CTS access software shall
allow creation of access levels and assignment of multiple users to those access levels. Additional
access levels may be created throughout the term of the Contract.
Database access shall be provided in a hierarchical fashion, beginning with the CDCR Operations
Manager also defined as Operations Administrator in CDCR CTS Role-Based User Profiles
Section. All lower level access shall be defined by the Operations Administrator. The Prime
Contractor will create and manage System Administrator User accounts for the Prime Contractor’s
authorized personnel.
The CTS system shall broadcast database updates to all appropriate CTS locations on the
network concurrently and without operator intervention.
The CTS shall provide hardware and software capable of archiving all CTS data. Automatic
archiving of the database files shall be accomplished without requiring manual intervention or
degradation to the use of the CTS System. The archiving function will be used to comply with the
redundancy requirement as described in CTS Database Redundancy Section. All archived data,
with the exception of audio and video recordings that will be retained for only 7 years, shall be
maintained for the term of the Contract and shall reside at the Prime Contractor’s Database
Storage Facility within the geographic confines of the continental United States. Archived data
shall be capable of being viewed, queried, and reported on by authorized CDCR Staff in the same
manner as the CTS real time operations without disrupting ongoing operations. CDCR is the
custodian of call recordings and call detail records. CDCR may visit the Prime Contractor’s
Database Storage Facility to audit how the data is being stored. CDCR will provide a 24-hour
notice before visiting the Prime Contractor’s Database Storage Facility.
The CTS shall support the full administrative query and reporting functions on archived data that
were possible on the data at the time it was generated and before it was archived.
The Contractor shall be responsible for performing all system and database back-ups. The
Contractor shall provide all back-up hardware, supplies, and network and recovery procedures to
ensure that no data will be lost.
The Contractor must back-up all CTS data and store copies securely off site in compliance with
CDCR's security policies. Contractor must certify the availability and integrity of back-up data and
the media on which it resides.
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8 STATE’S ROLES AND RESPONSIBILITIES
The State will provide access to the Prime Contractor’s equipment at CDCR facilities. The State
will work with the Prime Contractor to coordinate site visits and implementation at the CDCR Adult,
DJJ, and the Fire Camps. CDCR requires that background security checks be performed for all
persons prior to visiting or working at a California Institution. The Prime Contractor and any
subcontractor staff will be required to complete the CDCR Gate Clearance forms that include
personal information.
The State reserves the right, at its sole discretion, to restrict, delay, halt or discontinue all or part
of any implementation of CTS services if a mandatory business or technical requirements, fails to
function. If this occurs, within three (3) business days after the State is aware of the defect, the
State will document and provide the Prime Contractor written notification of the specific
requirement. The Prime Contractor will have three (3) business days to provide a response that
would include identification of corrective action and a proposed timeline. Upon receipt, the State
will review the Prime Contractor’s response and schedule a meeting with the Prime Contractor to
discuss and finalize the corrective action and timeline.
The State retains sole responsibility for performing any changes to installed physical plant
infrastructure components such as wiring, conduits, and networks for the CTS services. The State
will retain core technology management functions for strategic planning, quality assurance,
contract management, and specific CTS service functions.
The State will provide custody escorts necessary for the Prime Contractor to complete the
implementation of the CTS services within the State and the Prime Contractor agreed upon
schedule. The Prime Contractor shall reimburse the State for the actual costs for the custody
escorts required to implement the CTS.
9 CONTRACTOR’S ROLES AND RESPONSIBILITIES
The Prime Contractor shall comply with all legislative requirements imposed by the State for all
systems and services provided by the CTS services throughout the term of this contract. The
Prime Contractor shall work with the State to implement any changes dictated by the statute. The
Prime Contractor’s roles and responsibilities shall include, but not be limited to:
Ultimate responsibility for all efforts, activities, materials, and equipment conducted or
provided under this contract.
Responsible to manage their subcontractors and ensure they are in compliance with the
terms of this contract, follow the policies, regulations, and guidelines set forth in the
contract and CDCR policies.
Notify the CDCR PM or their designee of any issues, problems, schedule delays, problems
to gain access to CDCR facilities, or any impacts to the project.
Respond to all inquiries and provide information related to the project.
Ensure that any contractor personnel working at a CDCR facility have an onsite manager
to supervise and report progress to CDCR PM or their designee.
Manage, coordinate, monitor, and report on all project activities conducted by contractor
and subcontractor personnel.
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The Prime Contractor shall reimburse the State for the actual costs for the custody escorts
required to implement the CTS.
10 KEY STAFF QUALIFICATIONS AND SKILLS
The Prime Contractor's proposed Project Manager must be certified by a recognized project
management organization (e.g. University certifications or PMI) and must have a minimum of five
(5) years’ experience managing large scale telecommunications implementations. The Project
Manager will be the primary technical and managerial interface between the Prime Contractor
and the State. The Project Manager will have full authority to act for the Prime Contractor on all
contract matters relating to daily operations. The Prime Contractors Project Manager shall meet
with the State as necessary to maintain satisfactory performance and to resolve any issues during
the implementation and the term of the Contract. The Project Manager will establish priorities and
schedules, review projects, and ensure that all work proceeds in a timely and satisfactory manner.
The Prime Contractors must provide experienced professionals and skilled technical staff
necessary for the implementation, support, and Maintenance and Operations of the CTS Project.
These individuals are defined as “Key Staff” and are those persons whose resumes shall be
submitted and marked by the Prime Contractor as “Key Staff”. The Key Staff shall consist of Prime
Contractor’s most senior and experienced staff, covering all disciplines necessary to satisfy the
CTS project implementation, support, and maintenance and operations. When work involves the
efforts of subcontractors and/or other outside resources, the Prime Contractor’s Key Staff will
coordinate these efforts. The Prime Contractors Key Staff shall have a minimum of three (3) years’
experience supporting large scale project in a correctional environment.
11 KEY PERSONNEL CHANGES
The Prime Contractor shall notify the State, any Key Staff changes and shall submit their resumes
for CDCR Operations Manager review. The proposed Key Staff replacements must meet the
same mandatory qualifications as required in the original solicitation. The Key Staff responsible
for implementation, support, training, and Maintenance and Operations must be approved by the
CDCR Operations Manager prior to working on the CTS project.
12 ESCALATION PROCESS
The Prime Contractor shall provide an Escalation Plan which details procedures, processes, and
personnel for use during a CTS failure. The Prime Contractor shall provide three (3) escalation
levels from the organization to address unanticipated difficulties like installation concerns, system
downtime, and degradation of services.
The Prime Contractor shall also provide additional escalation policies and points of contact,
including contact numbers (office telephone, mobile telephone, facsimile, e-mail), titles, and chain
of command, for use in case the Prime Contractor's efforts by the single point of contact are
insufficient in resolving a particular situation. If the primary contact point is not the CTS Project
Manager, the Prime Contractor shall clarify the relationship of the Project Manager in the
escalation process.
The CTS escalation procedures shall be subject to State approval and all Prime Contractor staff
identified in the escalation plan shall be capable of being contacted by the authorized State staff.
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13 CHANGE CONTROL PROCEDURES
All software and equipment modifications shall follow a CDCR approved plan prior to
implementation in any production environment. The Prime Contractor shall submit a CTS
Configuration Management Plan to the CDCR Operations Manager for approval at least 30
calendar days prior to any planned implementation.
This requirement applies to all components of the CTS including enterprise wide network and
data center software and hardware. For data center software and hardware this requirement is
limited to new software releases and major hardware upgrades. For the enterprise wide network
software and hardware this requirement applies to the network elements within the Prime
Contractor’s control and is limited to new software releases and major hardware upgrades.
The CTS Configuration Management Plan shall focus on establishing and maintaining
consistency of a system's performance and the functional and physical attributes with the
requirements, design, and operational information throughout the term of the Contract. The Prime
Contractor shall describe the plan to keep the CTS hardware and software, along with the
documentation, consistent and current.
The CTS Configuration Management Plan shall be updated and provided to CDCR Operations
Manager when CTS components are modified, installed, or upgraded. The components shall
include all CTS equipment, hardware, software, and firmware.
The contractor shall propose, provide, and document changes in an approved CDCR Change
Management document. The Prime Contractor will use the CDCR IT Change Management Policy
Documentation Guidelines process and procedures.
14 CONTRACTOR TASKS AND DELIVERABLE REQUIREMENTS
The Contractor shall develop, produce, deliver, and update products throughout the term of the
contract. This section contains the expected deliverables and a description of the purpose and
content.
14.1 CTS PROJECT MANAGEMENT PLAN
The Prime Contractor shall submit a proposed CTS Project Management Plan that details and
demonstrates an understanding of the project management requirements and the need for
properly qualified staff for effectively installing multiple systems, in short time frames, across a
wide geographical area and in tight coordination with the State. The Plan shall address a 24 month
implementation of all required equipment and services following Contract award. The CTS Project
Management Plan shall address installation and the on-going management of the CTS Contract
components. The Prime Contractor will meet with the State to finalize the CTS Project
Management Plan within 30 calendar days of Contract award. The CTS Project Management
Plan shall describe how the Prime Contractor will use a formal Project Management Methodology
to manage the entire project (e.g. based on IEEE, PMBOK, or comparable).
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The CTS Project Management Plan shall describe how Site Specific Information Requests will be
communicated in writing for implementation prior to the start of each phase of work. The CTS PM
Plan shall include materials and decisions from the CDCR Project Manager.
The CTS Project Management Plan shall clearly detail (by name) staff and any Subcontractors
who will be responsible for each phase of the project implementation and separately detail the
core team that will be responsible for all maintenance and operations. The CTS Project
Management Plan shall state how many support technicians will be allocated to this Contract and
identify where they will be located in order to meet the response time requirements.
14.2 PROJECT SCHEDULE
The Prime Contractor shall provide the State a MS Project Schedule (2010 or newer) for the CTS
implementation and describe how they will keep the project on schedule. The CTS Project
Schedule shall include tasks, durations, deliverables, responsible parties, dependencies, start
and end dates, schedule variances, and completion status.
14.3 ESCALATION PLAN
The Prime Contractor shall provide an Escalation Plan which details procedures, processes, and
personnel for use during a CTS failure. The Prime Contractor shall provide three (3) escalation
levels from the organization to address unanticipated difficulties like installation concerns, system
downtime, and degradation of services.
The Prime Contractor shall also provide additional escalation policies and points of contact,
including contact numbers (office telephone, mobile telephone, facsimile, e-mail), titles, and chain
of command, for use in case the Prime Contractor's efforts by the single point of contact are
insufficient in resolving a particular situation. If the primary contact point is not the CTS Project
Manager, the Prime Contractor shall clarify the relationship of the Project Manager in the
escalation process.
The CTS escalation procedures shall be subject to State approval and all Prime Contractor staff
identified in the escalation plan shall be capable of being contacted by the authorized State staff.
14.4 CONFIGURATION MANAGEMENT PLAN
The Prime Contractor shall submit a CTS Configuration Management Plan to the CDCR
Operations Manager for approval at least 30 calendar days prior to any planned implementation.
The CTS Configuration Management Plan shall focus on establishing and maintaining
consistency of a system's performance and the functional and physical attributes with the
requirements, design, and operational information throughout the term of the Contract. The Prime
Contractor shall describe the plan to keep the CTS hardware and software, along with the
documentation, consistent and current.
The CTS Configuration Management Plan shall be updated and provided to CDCR Operations
Manager when CTS components are modified, installed, or upgraded. The components shall
include all CTS equipment, hardware, software, and firmware.
14.5 WEEKLY STATUS REPORTS
Prime contractor shall produce a weekly status report that includes at a minimum the following;
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1) Planned accomplishments/task completed
2) Planned accomplishments/task not completed
3) Project Schedule status
a) Task behind schedule
b) Task ahead of schedule
c) Factors impacting schedule
d) Recommendations to avoid schedule slips
4) Issues/Risks
a) Status of existing issues/risks
b) Closed or mitigated issues/risks
c) Identification of new issues/risks
5) Mitigation strategy to eliminate or reduce the issue/risk impact
6) Tasks planned for the next week
The Contractor will use the CDCR report format or can use their own as approved by the CDCR
Project Manager.
14.6 SECURITY MANAGEMENT PLAN
Prime Contractor shall provide a CTS Security Management Plan that details and demonstrates
the physical and data security requirements for both the CTS system and the Prime Contractor’s
facilities and processes. This plan shall address the requirements regarding the following:
1)
2)
3)
4)
5)
6)
7)
CTS Network Security;
Intrusion Detection System and Intrusion Protection System (IDS/IPS)
CTS Live Monitoring Security;
CTS Investigative System Network Security;
CTS Investigative Software/Hardware Security;
CTS Data Management; and
CTS Information Security.
14.7 CONTENGENCY AND DISASTER RECOVERY PLANS
Prime Contractor shall provide contingency and disaster recovery plans to restore system
operations in case of a disaster at the Prime Contractor provided Operations Facilities and for
each installed State location. These plans shall include a description of how the Prime Contractor
will restore system operations in case of a disaster at the Prime Contractor’s NOC and at each
installed CTS location. The plans shall address all events of total or partial cessation of operations
and shall include procedures for both automated and manual recovery of system functionality.
The Prime Contractor shall be required to adhere to these plans in case of a system disaster.
These plans shall be updated by the Prime Contractor and provided to the CDCR Operations
Manager annually on the Contract anniversary date. These plans will be reviewed for adequacy
and approval by CDCR Operations Manager.
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14.8 ACCEPTANCE TEST PLAN
The Contractor shall develop and provide an Acceptance Test Plan that includes the process,
method, verification, and validation of all the functional requirements for the CTS. The Acceptance
Test Plan must be provided 90 days prior to placing any CTS features in operation and must be
approved by CDCR.
14.9 TRAINING PLAN
The CTS Training Plan shall contain a complete syllabus of how CDCR Authorized staff will be
effectively taught to use the CTS. The Training Plan shall include the goals, objectives, timelines,
and benchmarks associated with each training component. The Training Plan shall employ an
on-site, hands-on, classroom and train-the-trainer approach. The CTS Training Plan shall also
identify each piece of training material included in the lesson plan, (i.e., a MS Power Point
presentation or quick reference guide, or ‘wiki’ type links) as well as their intended use and
method(s) of distribution. This CTS Training Plan shall be subject to approval by CDCR
Operations Manager and modifications as directed. The CTS Training Plan shall be kept current
by the Prime Contractor and take into account any modification of features and functionality. The
Prime Contractor shall provide a Training Plan at least two (2) weeks prior to the first CDCR
Trainer Certification presentation.
14.10 CTS CDCR USER MANUAL
The Prime Contractor shall provide and maintain current CTS CDCR User Manuals for CDCR
Authorized Staff for all CTS features.
1) Customized CDCR user manuals shall contain information that pertains specifically to
CDCR authorized staff’s use of the CTS functionality. There shall be no references to any
features or functionalities that are not provided in the CTS environment.
2) CDCR user manuals shall contain detailed and clear instructions on the operation of the
CTS hardware and software.
3) CDCR user manuals shall be provided prior to the installation at the first correctional facility
and subject to CDCR approval.
4) CDCR user manuals shall be updated at each site as software version updates and system
configuration changes are made.
5) The CDCR user manuals may be copied by the State.
6) The Prime Contractor shall develop and maintain current hard-copy and online
documentation of each CDCR user manual necessary for the CTS and make the
documentation available to CDCR upon request.
14.11 CTS CDCR LIVE MONITORING USER GUIDE
The Prime Contractor shall prepare and provide a CTS Live Monitoring CDCR User Guide that
provides instructions that will describe primary features, functionality and commands in an
abridged user-friendly format. This CDCR User Guide shall be made available on the Prime
Contractor’s Private Web Site and shall be specific to the CTS. Hardcopies shall be laminated
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and posted at each CTS Live Monitoring location. Electronic copies in .pdf and .doc format will
be provided to CDCR and available on the CTS Contractor-Hosted Secured Network Portal. The
Prime Contractor shall modify the CDCR User Guide as directed by the State.
14.12 CTS CDCR INVESTIGATIVE STAFF USER GUIDE
The Prime Contractor shall prepare and provide a CTS CDCR Investigative Staff User Guide for
CDCR investigative staff that provides instructions that will describe primary features, functionality
and commands in an abridged user-friendly format. The CTS CDCR Investigative Staff User
Guide will be made available on the Prime Contractor’s CTS Private Web site and shall be specific
to the CTS. Hard copies will be printed in a reproducible size, font and format. Electronic copies
in .pdf and .doc format will be provided to CDCR and available on the CTS Private Web site. The
Prime Contractor shall modify the CTS CDCR Investigative Staff User Guide as directed by the
State.
14.13 CTS CDCR OPERATIONS MANAGER USER MANUAL
The Prime Contractor shall develop and provide to the CDCR Operations Manager a user manual
that describes the administration of the global system operation and configuration, whether
network based or localized on-site.
14.14 CTS CUSTOMER GUIDES AND BROCHURES
The Prime Contractor shall prepare and provide a CTS End User Guide for the Called Party that
provides instructions in English and Spanish to the CDCR Operations Manager for review and
approval. The guide will include instructions and contact information for establishing CTS
accounts, receiving calls, blocking calls, frequently asked questions (FAQs), and clarification of
all other issues that a called party may be concerned with. This User Guide will be made available
on the CTS Public Web site. Pamphlets will be mailed to customers by the Prime Contractor upon
request. Soft copies in .pdf and .doc will be provided to CDCR and available on the CTS Private
Portal. The Prime Contractor shall input updates to the End User Guide provided by the CDCR
Operations Manager or as required.
Instructional brochures shall be available on-line to Public Customer explaining the branding,
monitoring, and recording requirements for all CTS services (where applicable). Upon request,
the Prime Contractor shall provide soft copies of the brochures to the CDCR Operations Manager.
14.15 CTS TRAINING MATERIALS
Contractor shall provide training materials that instruct the incarcerated individuals to easily
navigate through the phone, kiosk, and tablet. In addition provide the training materials on new
processes and procedures to access the services being offered on the tablet and kiosk. The
training and instructional material shall be written at a fundamental reading level and provide stepby-step instructions. The training material shall consist of user guides, quick reference
cards/sheets, and on-line help, frequently asked questions (FAQs), video clips, and posters.
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The Prime Contractor shall prepare and provide a guide that includes instructions in English and
Spanish for CDCR approval. The guide will include instructions and contact information for login and operation of the CTS device. The Prime Contractor shall provide a soft copy of the guide
to CDCR via .pdf and .doc format and available on the Private Portal. The guide will be updated
by the Prime Contractor annually or as needed.
14.16 CTS MAINTENANCE AND SERVICE PLAN
Contractor shall provide maintenance and service plan to include the frequency and speed of
maintenance. Prime Contractor shall describe, in detail, CTS maintenance procedures and
scheduling plans, including any remedial maintenance plans. The schedules shall include a Table
of Maintenance Components that includes all CTS hardware with the frequency of required
routine and preventative maintenance.
The Prime Contractor shall work with CDCR Operations Manager to develop a maintenance
schedule for each facility at the discretion of CDCR. The CTS Maintenance and Service Plan
shall include the schedule of required regular CTS maintenance for the equipment and software
installed at each facility for CDCR Operations Manager final approval prior to installation at each
facility.
15 DELIVERABLE ACCEPTANCE/REJECTION PROCESS
The CDCR PM, or selected representative, will retain sole authority to evaluate and determine
the acceptability of CTS solution and related deliverables and documents submitted or performed
by the Contractor and/or its staff. Acceptance criteria shall consist of the following:
1.
2.
3.
4.
5.
All deliverables must be in a format which will be specified by CDCR PM, or selected
representative, and in such a manner as to enable CDCR PM, or selected
representative, to determine that the work has been completed to CDCR PM’s, or
selected representatives, satisfaction.
All tasks must be performed in a professional manner to CDCR PM’s, or selected
representatives, satisfaction.
All deliverables will be submitted in accordance with the project schedules and as
approved by the CDCR PM, or selected representative.
The CDCR will return any unacceptable deliverables within ten (10) business days and
request further changes or corrections. Deliverables that are not accepted must be
corrected and re-submitted within five (5) business days to the CDCR PM, or selected
representative.
The CTS system must demonstrate and meet all the requirements prior to CDCR
acceptance at each location.
16 DATA HANDLING AND OWNERSHIP
The Prime Contractor shall store, maintain and secure the data stored in all the CTS databases
and shall be responsible for the management and administration of all the data and databases
associated with the Communications and Technology Solution. The data stored in the all the CTS
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databases is confidential and the property of the CDCR. Data is defined as information and
content specific to call recordings, call detail records, e-messages including pictures and video
grams, and investigative tools. The security and privacy of the CTS data is paramount to the
CDCR. The Prime Contractor shall employ administrative, physical, and technical safeguards to
protect the security, confidentiality, and integrity of the CTS data in accordance with applicable
Federal and State laws and regulations. The Prime Contractor shall comply with the State of
California regulations related to information security and data privacy, as defined by the State
Administrative Manual and as directed by the CDT, Office of Information Security. The Prime
Contractor shall employ an industry standard encryption method for all data in transit or storage.
All data collected as part of CTS service function is confidential. Any unauthorized access to,
copying, alteration, use, sale, destruction, or dissemination of the data outside the scope of this
Contract without explicit permission of the CDCR shall be strictly prohibited.
17 REPORTING
Reports and Miscellaneous Support for Implementation and Ongoing Maintenance and
Operations
Contractor will be required to provide the following throughout this engagement at no cost to the
State:
Weekly status reports of work completed and planned;
Updated Schedule;
Additional support, as required
This Prime Contractor shall provide CTS Auditing, Tools, and Reports to use as management and
oversight tools that the State will use throughout the Contract term.
Each tool and report template will be subject to State approval of report layout, detail and
formatting. The Prime Contractor shall implement modifications to the reports during the term of
the Contract at the State’s request at no additional cost.
Within 45 calendar days after Contract approval, the State and Prime Contractor will meet to
discuss the timelines and due dates for the implementation and delivery of the tools and reports
in this section. If the Prime Contractor fails to meet the agreed upon implementation and delivery
dates, the State will apply the applicable CTS Service Level Agreements (SLA).
All monthly reports shall be provided on a calendar month basis and electronic copies shall be
delivered in CDCR approved file format by the tenth (10th) business day following the end of the
reporting period month and posted to the CTS Private Web Site.
17.1 INVESTIGATIVE REPORTS
The CTS shall be capable of generating the following Reports from the CTS Investigative Solution.
Investigative Reports shall be available on demand rather than generated on a regular basis.
Authorized staff shall be able to define the sort parameters and report content for each report.
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The ability to generate Investigative Reports will be dependent upon the CDCR Authorized Staff’s
user profile.
All CTS Investigative Reports shall be capable of saving in either Excel or Adobe PDF format.
Specific format requirements include:
1) The cover page shall include the name of the report, date/time report was generated, the
search criteria as described below; and,
2) All subsequent pages shall include:
a) A header with titles of the respective report field columns,
b) The footer shall include the page number and total number of pages (i.e., 2 of 5), date/time
report was generated, the authorized user ID and investigative workstation identifier (when
applicable) that the report was generated from; and,
c) Sequential numbering in the first column that corresponds with the individual calls listed
on the report.
d) All reported time and date information shall reflect Pacific Time. The time and date
information shall be synchronized with the same time source that provides the CDR at
each facility.
Each report shall provide the following information on each CTS call, with the capability of sorting
data by each field:
1) Link to Call Recording with indicator if call was recorded or not;
2) Link to Call Transcription if the call was recorded;
3) Notes Field;
4) Indicator of Played Calls including User ID, Date and Time;
5) Indicator of Copied Calls including User ID, Date and Time;
6) CTS Station Identifier;
7) CDCR Facility;
8) CTS Station Location within the CDCR facility;
9) Destination Number (with partial field search capability using a wild card);
10) Date and Time of CTS Call;
11) Call Duration (mm:ss);
12) Unique File Identifier of Recording;
13) Start Code;
14) End Code;
15) Alert Group;
16) Call Type; and
17) Three-Way calling flag
17.2 CUSTOM QUERY REPORTS
The CTS shall provide options for Custom Queries for CDCR Authorized Staff the ability to define
specific search criteria and save the unique settings with a unique report name for future use by
logged in user. The unique report will be tied to the CDCR Authorized Staff’s user ID.
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The CTS shall provide Call Frequency Report by Origination and Destination calls from a specific
CTS solution and shall include each destination number called and the quantity of completed and
attempted calls during a specified period.
17.3 ALERT GROUP REPORTS
The CTS Alert Group by Destination Report shall list all of the calls that were made during a
designated time period to any destination numbers that have been designated in the Facility
Contact List as an active Alert Group.
The Alert Group by Authorized User Report shall list all of the destination numbers that have been
designated in the CTS Facility Contact List as an active Alert Group by a specific CDCR
Authorized User.
17.4 STATION CONFIGURATION REPORT
The CTS Station Configuration Report lists the unique CTS device station number for each CTS
device within the designated facility(s). This report shall list the CTS Station Identifier, the station
location and the last time the station configuration record was updated.
17.5 AD HOC REPORTS
CTS Ad Hoc Reports will be identified by the State on an as-needed basis. These reports may
be a modification of existing report sets or a unique combination of other measuring and tracking
elements. The Prime Contractor shall work cooperatively with the State in developing the CTS
Ad Hoc Reports. There shall be no limit to the number of ad hoc report requests. Upon identifying
a report template, the Prime Contractor will deliver the report within ten (10) calendar days. The
State may request that the report template become a standard monthly report to be included with
other monthly reports.
The CTS Ad Hoc Reports shall allow the State to generate reports from any element in the
database that may be useful in performing trending, statistical analysis or other State obligatory
requests.
The CTS will include user friendly filters and sort criteria to customize the Ad Hoc Reports. The
authorized CDCR Staff shall request from the Prime Contractor CTS Ad Hoc Reports that may
include a compilation of information from the other reports described in CTS Investigative Tools
and Reports Section. This ad hoc capability will include the ability to request reports by the search
parameters listed in the various reports’ database fields:
1)
2)
3)
4)
5)
6)
Report Type;
CDCR Facility(s);
Start Date/Time;
End Date/Time;
Sort Order (dropdown of all report fields);
CTS Station Type;
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7) CTS Station Identifier;
8) Station Location;
9) Destination Number (with partial field search capability);
10) Authorized CDCR Staff User ID;
11) Custom Definable Field;
12) Completed Calls;
13) Incomplete Calls;
14) Recorded Calls;
15) Played Calls (including user ID date/time);
16) Copied Calls (including user ID date/time;
17) Calls with Notes (including user ID date/time);
18) Call Duration (with definable field to select a range in mm:ss);
19) Start Code (with drop down list);
20) End Code (with drop down list);
21) Alert Group;
22) Call Category (with drop down list); and
23) Use and statistical reports (i.e., Calls placed per individual, phone times, usage data, system
availability, etc.).
The CDCR Operations Manager shall request from the Prime Contractor Customer Service Ad
Hoc Reports that may include a compilation of information from the other Customer Service
Reports. This ad hoc capability will include the ability to request reports by time frames, called
party’s telephone number, type of issue and any other database field.
17.6 USER ID CREATION REPORT
The CTS User ID Creation Report shall reflect the activity of User ID accounts created/activated
during a specific reporting period. This Report shall indicate the name of the CDCR Operations
Manager or Prime Contractor’s Authorized Staff who created/activated the account with the date
and timestamp. This report shall detail the CDCR Operations Manager or CTS Authorized Staff’s
user ID, the user profiles created/activated, the date the profile was deactivated, the unique
numeric code generated when a user profile is created, last time logged in, and all updates to the
profile.
17.7 AUDIT LOG REPORT
The Audit Log Report shall contain the CTS User logged-in time and activities (files accessed,
calls copied, calls played back, and notes input) during a specific reporting period.
17.8 LIVE MONITORING ACTIVITY REPORT
The Live Monitoring Terminal Activity Report shall provide a report of the ON/OFF status of the
CTS Live Monitoring Terminals during a specific reporting period. This report shall include the
identification of the CTS Live Monitoring Terminal, and the times that each Terminal was turned
on or off.
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17.9 PASSIVE ACCEPTANCE REPORT
The Passive Acceptance Report details the destination numbers that have been set for passive
acceptance, including the unique CTS user identifier of the person that entered or modified the
passive acceptance status. This report will include the date/time stamp of status changes to each
destination number.
17.10 BLOCKED NUMBER REPORT
The CTS Blocked Number Report details the telephone numbers that have been identified as
unauthorized to receive CTS calls. The CTS Blocked Number Report will include the unique user
identifier of the personnel that entered or modified the Blocked Number status as well as the dates
of status changes to each number.
17.11 DO NOT RECORD REPORT
The CTS Do Not Record Report details the telephone numbers that have been set to not be
recorded. The Do Not Record Report shall include the unique user identifier of personnel that
entered or modified the “do not record” status as well as the dates of status changes to each
number.
17.12 DATA BACKUP VALIDATION REPORTS
The Prime Contractor shall provide CTS Data Backup Validation Reports of the data backups to
the CDCR Operations Manager on a monthly basis. These reports shall include confirmation of
all file backups. Complications or problems associated with backup processes shall also be
identified in these monthly reports.
17.13 MONTHLY REPORTS
Monthly reports shall include daily totals and a summary of all data at the bottom of the report.
Summary reports shall be provided for all monthly reports detailing the summary detail from the
monthly reports on a cumulative basis. Summary reports shall begin with the first month of the
Contract and continue with updates for each month throughout the term of the Contract with
annual subtotals. Unless otherwise requested by the State, annual reports will be based on the
calendar year.
The header of each report (to appear centered on each page) shall have the name of the report
and the reporting period (month and year). The footer shall include the page number and number
of pages and “Date Printed: mm/dd/yyyy”.
All reported time and date information shall reflect PT. The time and date information shall be
synchronized with the same time source that provides the CDR at each facility.
Working with the CDCR Operations Manager, the Prime Contractor shall identify components of
the reports that will benefit from conditional formatting to highlight exception (above, below or
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otherwise outside of excepted ranges) detail. Use of color on reports for titles, conditional
formatting and other report elements shall be limited to shades that will remain readable when
printed in black and white.
Reports shall not be password protected and shall not be copyrighted or classified as proprietary.
17.14 TROUBLE TICKET REPORT
CTS Trouble Ticket Report shall be provided on a calendar month basis and electronic copies
shall be delivered in Excel file format by the tenth (10th) calendar day following the end of the
reporting period month.
The CTS Trouble Ticket Report tracks the status and activity of trouble ticket activity each month.
The CTS Trouble Ticket Report shall be provided in Excel format so that CDCR can sort the report
on any of the Report fields. Fields to be included in the CTS Trouble Ticket Report are as follows:
1) CTS Trouble Ticket Number;
2) Date and Time Trouble was Reported;
3) Time and Date Trouble was Closed;
4) CDCR Facility Name;
5) Severity of Service Issue (as reported);
6) Type of Service Reported;
7) Description of Service Issue;
8) Issue Resolution;
9) Follow-up Required; and,
10) The sum of trouble tickets shall be listed at the bottom of the report, tallying the number of
closed tickets and tickets remaining open. The summary of the trouble ticket information shall
be carried forward to the CTS Trouble Ticket Summary Report.
17.15 CUSTOMER SERVICE CALL VOLUME REPORT
The CTS Customer Service Call Volume Report measures and tracks the quantities of each type
of Customer Service contact by type of contact. Types of contacts include calls listed by each
published CTS Customer Service Number contacts by letter, e-mail and fax. The information
shall be summarized at the bottom of the report and carried forward to the Call Volume Summary
Report.
17.16 CUSTOMER SERVICE ISSUES REPORT
The CTS Customer Service Issues by Type Report measures and tracks the different types of
complaints, issues and compliments. Working with the CDCR Operations Manager, the Prime
Contractor shall identify the unique categories that describe the type of complaints, issues and
compliments being received by CTS Customer Service. The report shall summarize each of the
categories into the quantity of items received, cleared on first contact, cleared in 24-hours, cleared
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since last reporting period and still open. Each of these periods shall be summarized at the bottom
of the report and carried forward to the CTS Customer Service Issues Summary Report.
17.17 SERVICE, SUPPORT, AND MAINTENANCE REPORTS
The CTS Service, Support, and Maintenance Reports shall be provided on a calendar month
basis and electronic copies shall be delivered in Excel file format by the tenth (10th) calendar day
following the end of the reporting period month. Information included in the reports shall only be
related to CTS activities.
17.18 INVENTORY REPORT
The Current CTS Inventory Report provides the CDCR Operations Manager with a complete
accounting of the equipment located at CDCR facilities and connected to the CTS (whether the
Prime Contractor installed or State owned). The Current CTS Inventory Report shall include a
separate listing of all equipment at each CDCR facility and a summary of the total inventory at
each facility and statewide totals.
The following fields shall be included for each facility:
1)
2)
3)
4)
Name of the Facility;
Physical Address;
Size of Rack space available (where applicable);
The following elements shall be included for each piece of equipment;
a) Type of hardware equipment:
i) CTS Device;
ii) Live Monitoring Terminal;
iii) Investigative Workstation;
iv) Uninterruptible Power Supply;
v) LAN;
vi) Controller; or,
vii) Any other type of hardware associated with the CTS.
b) Equipment Identification Number;
c) Equipment Location:
i) Housing Unit;
ii) Yard Location; or,
iii) Building Location.
d) Type of CTS Device:
i) Standard CTS device (fixed); or
ii) CTS device (portable).
e) Type of CTS Enclosure:
i) Wall enclosure or
ii) Pedestal enclosure
f) Type of CTS Mounting:
i) Wall Mount;
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ii) Pedestal Mount; and
iii) Cart Mount.
A summary total of each element shall be provided at the bottom of the report for each individual
CDCR facility and summary for all CDCR facilities.
17.19 NETWORK PERFORMANCE REPORT
The CTS Network Performance Reports will be identified by the State on an as-needed basis to
support network oversight and SLA compliance. These reports may be a modification of existing
report sets or a unique combination of other measuring and tracking elements. The Prime
Contractor shall work cooperatively with the State in developing these reports. The State may
request that the report template become a standard monthly report to be included with other
monthly reports.
17.20 COMMUNICATION VOLUME REPORT
The CTS Communication Volume by Facility Report will list separately the Communication and
Call Elements for each CDCR facility. Communication Elements include emails received, sent.
Call Elements include Call Attempts, Call Completions, and Call Conversation Minutes as
columns. A Summary Table detailing the summation of each call at all facilities will be provided
at the end of the report. The Summary Table for each month will be carried forward to the
cumulative CTS Call Volume Summary Report.
17.21 REVENUE TRACKING REPORT
The Prime Contractor shall provide as part of the monthly revenue reports a Monthly CTS
Revenue Tracking Report. The Monthly CTS Revenue Tracking Report shall include a summary
for all months in a State fiscal year (July through June) and in a calendar year (January through
December). The report shall track total call minutes for each month and include:
1) Month;
2) Total minutes; and,
3) Cumulative grand totals for the year (both State fiscal and calendar) shall be calculated and
displayed for total minutes.
17.22 SERVICE LEVEL AGREEMENT REPORTS
The CTS Monthly Service Level Agreement Reports shall be posted to the Prime Contractor’s
private web site. The report(s) must be loaded onto the web site and available to CDCR
Operations Manager and California Department of Technology in a data extractable application.
The Prime Contractor shall provide the reports as described in this section.
17.23 TROUBLE TICKET REPORT
All trouble tickets must appear in a SLA report within 60 calendar days of the trouble ticket service
restoration time stamp. The report shall list all trouble tickets with a service restoration time stamp
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occurring within the reported month, including tickets not qualifying for Rights and Remedies.
This report shall show which SLA Rights and Remedies were applied to each ticket number, when
applicable. The Contractor shall also include a Service Credit Plan for distributing credits to
incarcerated individuals for each SLA applied.
The Monthly CTS Trouble Ticket Report shall include the following detail:
1)
2)
3)
4)
5)
6)
7)
8)
Report period;
Prime Contractor’s trouble ticket number;
Circuit number/service ID/phone number/device ID;
Service type;
Brief trouble symptom;
Brief restoration description;
Name of CDCR facility;
Service address of reported trouble. Separate fields and no abbreviations for each;
a) Street;
b) Suite,
c) City; and,
d) Zip Code.
9) Ticket open date;
10) Open time;
11) Problem restoration date;
12) Problem restoration time stamp;
13) Problem restoration duration;
14) Total stop clock duration;
15) Outage duration;
16) Yes/No if qualified for SLA;
17) QoS disposition code;
18) Type of SLA applied; and,
19) Rights and Remedies applied to each ticket (minute amounts/bandwidth increase), when
applicable.
17.24 CATASTROPHIC OUTAGE SLA REPORT
CTS CAT outages shall be reported independently on a per occurrence basis. A CTS
Catastrophic (CAT) Outage SLA Report shall be provided to CDCR within 60 calendar days of
the restoration date. CAT reports shall include the following information: reporting period, date
and time of occurrence, circuit number/service ID/phone number(s)/device ID, product type,
transport type (e.g., DS0, DS1) (if applicable), CDCR facility name, ticket open date, ticket open
time, problem restoration time stamp, problem restoration time, total stop clock duration, outage
duration, and Rights and Remedies.
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17.25 SLA SUMMARY REPORT
The Prime Contractor shall provide a Monthly CTS SLA Summary Report that includes the total
number of tickets opened, number of tickets with remedies applied, total number of tickets with
remedies applied per SLA type (includes CAT Outages), total remedies/minutes/bandwidth
subtotaled per SLA type, and grand total remedies/minutes/bandwidth applied for the month.
17.26 EXECUTIVE OUTAGE SUMMARY REPORT
A CTS Executive Outage Summary Report may be requested by the CDCR Operations Manager
for any significant network outage or critical service failure. A CTS Executive Outage Summary
Report shall include the following information:
1)
2)
3)
4)
5)
6)
7)
8)
9)
Outage description;
Date and time of outage began;
Date and time of resolution;
Resolution description;
Prime Contractor trouble ticket number;
Service location;
"Impact to the State" (number of users affected/locations/service types);
Chronology of Prime Contractor steps to resolve the problem; and,
"Path Forward" (steps taken to mitigate future outages).
The Prime Contractor shall provide an initial report within 24-hours of recorded incident to be
followed with a comprehensive report delivered within 30 calendar days.
17.27 ANNUAL SLA TROUBLE TICKET SUMMARY REPORT
The Prime Contractor shall provide an Annual CTS SLA Trouble Ticket Summary Report
displaying the grand total number of trouble tickets, number of trouble tickets with remedies per
SLA type, total remedies/minutes/bandwidth per SLA type, grand total number of tickets with
remedies/minutes/bandwidth and grand total of remedies/minutes/bandwidth (includes CAT
Outages).
The Report will also containing the total number of trouble tickets per CDCR facility. For each
facility, provide total number of trouble tickets by SLA type and remedies applied for each SLA
type.
17.28 REPORT SCREEN MENUS
This screen will include drop down menus for authorized staff to generate and print Statewide or
Facility specific reports described herein.
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18 SECURITY
Prime Contractor shall design, provide, and implement a CTS that provides network security to
prevent potential hacking or unauthorized use of the network. Contractor shall have Intrusion
Detection System and Intrusion Protection System (IDS/IPS) that manages the CTS
ingress/egress traffic entering and exiting the CDCR network. Contractor shall be responsible for
any network/data breaches and unauthorized disclosures outside of the CDCR managed network.
Contractor shall notify CDCR and anyone affected by the breach or unauthorized disclosure.
Protection of personal privacy and data shall be an integral part of the business activities of the
contractor to ensure there is no inappropriate or unauthorized use of state information at any time.
To this end, the contractor shall safeguard the confidentiality, integrity and availability of state
information and comply with the appropriate and applicable standards (e.g. PII, HIPAA). The
contractor shall implement and maintain appropriate administrative, technical and organizational
security measures to safeguard against unauthorized access, disclosure or theft of personal data
and non-public data. Such security measures shall be in accordance with recognized industry
practice and not less stringent than the measures the contractor applies to its own personal data
and non-public data of similar kind.
All personal data shall be encrypted at rest and in transit with controlled access. Unless otherwise
stipulated, the contractor is responsible for encryption of the personal data. Encryption shall
meet the minimum NIST 800-38G standards. Unless otherwise stipulated, the contractor shall
encrypt all non-public data at rest and in transit. The state shall identify data it deems as nonpublic data to the contractor. The level of protection and encryption for all non-public data shall
be identified and made a part of this contract. A minimum of 128-bit encryption shall be used.
The Contractor shall be in compliance with HIPAA for all PHI and PII.
At no time shall any data or processes – that either belong to or are intended for the use of the
state or its officers, agents or employees – be copied, disclosed or retained by the contractor or
any party related to the service provider for subsequent use in any transaction that does not
include the state. The contractor shall not use any information collected in connection with the
service issued from the contract for any purpose other than fulfilling the service. The CTS system
must meet or exceed all state published policies and standards for data management, technology
management, accessibility and data security including both static (saved/stored) and dynamic
(transmitted) data. Security policies and standards that State entities and their contracted
providers abide by can be found in the links provided below:
http://sam.dgs.ca.gov/TOC/5300.aspx (These are based on NIST 800-53 security controls)
https://cdt.ca.gov/services/wp-content/uploads/sites/2/sites/2/2017/10/PHII_ISA_Criteria_v2.1.pdf
On an annual basis, the contractor should leverage their own independent assessment contractor
to demonstrate compliance to SAM 5300 or the NIST 800-53. Here is the reference to the
foundational framework that maps the SAM 5300 requirements to NIST 800-53:
https://cdt.ca.gov/wp-content/uploads/2017/12/Foundational-Framework_EXCEL_10-17-1.xlsm
The vendor should provide annual third-party security assessment or penetration test reports to
demonstrate compliance and effectiveness against the SAM5300/NIST 800-53 controls.
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If the contractor uses hosting providers outside of their control to demonstrate compliance, proof
of compliance with SOC 2, SSAE 16 Type I and Type II Audits will suffice to verify compliance.
These compliance requirements shall be kept current during the duration of the contract.
For any payment card information that is stored on financial systems or providers, the PCI DSS
compliance requirement would apply.
19 DISASTER RECOVERY
The Prime Contractor shall comply with the Telecommunications Service Priority (TSP) Program,
a Federal Communications Commission (FCC) mandate for prioritizing service requests by
identifying those services critical to National Security and Emergency Preparedness (NS/EP) and
be in compliance with all California Public Utilities Commission (CPUC) and FCC Requirements.
Prime Contractor shall provide contingency and disaster recovery plans to restore system
operations in case of a disaster at the Prime Contractor provided Operations Facilities and for
each installed State location. These plans shall include a description of how the Prime Contractor
will restore system operations in case of a disaster at the Prime Contractor’s NOC and at each
installed CTS location. The plans shall address all events of total or partial cessation of operations
and shall include procedures for both automated and manual recovery of system functionality.
The Prime Contractor shall be required to adhere to these plans in case of a system disaster.
These plans shall be updated by the Prime Contractor and provided to the CDCR Operations
Manager annually on the Contract anniversary date. These plans will be reviewed for adequacy
and approval by CDCR Operations Manager.
20 HARDWARE AND SOFTWARE NEEDS
20.1 HARDWARE REQUIREMENTS
Contractor shall provide and install all the equipment required for the CTS implementation at no
cost to the State. This section defines the physical requirements, specifications, and any specific
make/model of equipment that must be to adhere to CDCR’s enterprise architecture. Refer to
Section 23, System Implementation for cabling, wire, and power requirements.
20.1.1 TELEPHONES
The CTS telephones shall be capable of mounting to concrete walls, stainless steel shrouded
columns, mobile carts, or internal/external enclosures. Telephones installed at correctional
facilities shall not be programmable. Telephones shall not be capable of being used to program
any feature of the CTS. The Telephones, Telecommunication Devices for the Deaf (TDD), and
Telephone Enclosures will become the property of CDCR at the time of contract expiration or
termination. For the term of the contract, the Contractor will be responsible for all the scheduled
maintenance, repairs, replacement, support, and service for the telephone equipment.
All telephones shall use unique identifiers, provided by the CDCR Operations Manager that will
be referenced in all database files.
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20.1.1.1
Telephone Specifications
The CTS telephones must at a minimum meet the following construction specifications:
1) 14-gauge (or heavier) steel case with dimensions that do not exceed those that allow for proper
mounting within a 14” H x 7” W surface area. Exception: outside telephones may have a larger
surface area dimension;
2) Stainless steel (colored phones are not acceptable);
3) Heavy chrome metal keypad bezel, buttons, and hook switch lever;
4) Security screws having a head design requiring a special tool of controlled availability for
removal (i.e., pinned “Allen” or “Torx” head socket fasteners);
5) Bonded handset;
6) Armored cord;
7) Cannot be disassembled and used as weapons; and,
8) No removable parts, including receiver ear and mouthpieces, and the window for dialing
instructions.
The armored handset cords for the telephone handsets shall be equipped with a steel lanyard
securely fastened into the handset and not terminated at the entrance to the handset. The
armored handset cords shall be designed to withstand 1,000 pounds of pull strength. The length
of the cord may vary from 12 to 36 inches. The CDCR Operations Manager shall determine the
cord length design based on conditions at each site.
All of the telephones shall be equipped with volume controls which allow offenders to amplify the
called party's voice. Telephones shall reduce background noise through the use of confidencers
or directional microphones in the handset.
The telephones shall be manufactured without any coin/card slots. The covering of existing coin
slots is not in compliance with this requirement. The offender telephones shall not use physical
items such as smart cards or magnetic swipe cards.
The Prime Contractor shall provide "all-weather" telephones to be used as required by the State.
This applies to all outside telephones required throughout the State. The telephones must be
weather and spray resistant (Bellcore TR-TSY-000456, NEMA 3R, or similar) as they may be
exposed to extreme weather conditions.
20.1.1.2
Telecommunication Devices for the Deaf (TDD)
The contractor will provide all portable TDD telephones. The quantities vary by facility and may
increase or decrease based upon changes to facility population and operations. The TDD
telephones shall be portable and have the following features:
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1) Acoustic coupler accepts both circular and square telephone handsets;
2) Turbo Code and Auto ID;
3) Tone or pulse dial;
4) Direct connect (with two (2) jacks) to standard analog telephone line;
5) Sticky key feature (for single-handed typing); and,
6) Built-in, 24-character printer.
20.1.1.3
Telephone Enclosures
The existing telephone enclosures that include all booths, wall, and pedestals, will become
property of CDCR upon the expiration of the current IWTS contract. The Prime Contractor will be
responsible for providing all additional or replacement telephone enclosures (booths, wall and/or
pedestals), as requested by the State.
The Prime Contractor shall provide telephone booth enclosures for telephones installed inside or
outside. The telephone booth shall not have any holes or cracks in which contraband can be
hidden. The telephone booth dimensions are provided as general guidelines and do not negate
Americans with Disabilities Act (ADA) Requirements. The telephone booth enclosure design shall
be constructed as follows:
1) Approximate dimensions include: 85” H x 40” W x 36 “D with no variance greater than 15%;
2) 14-gauge steel;
3) Security screws having a head design requiring a special tool of controlled availability for
removal (i.e., pinned “Allen” or “Torx” head socket fasteners);
4) Tempered glass panels without wire in the glass; and,
5) No removable parts.
Telephone enclosures shall be constructed in such a fashion that the enclosure parts may not be
removed or have space where contraband could be stored. Security fasteners will be used to
secure the enclosure to the wall and/or floor. The use of plastic, Plexiglas or similar material is
prohibited. The State will provide the concrete pads for all CTS telephone booths and pedestals.
In most locations, the Prime Contractor shall provide booth enclosures without doors. In limited
locations, the Prime Contractor shall provide a standard bi-fold door without locking mechanism
in each enclosure. The door shall be constructed in such a fashion that it is vandal resistant and
have no removable parts.
Telephone enclosures shall be non-rusting and non-reflecting, with matte finish.
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Telephones and enclosures shall meet all ADA requirements and ADA Accessibility Guidelines
(ADAAG) as appropriate for new construction or alteration.
20.1.2 VIDEO CALLING SERVICES
The Prime Contractor shall provide and install all the Video Calling Services (VCS) equipment at
correctional facilities and locations as specified by CDCR. VCS will be used to place video calls
via the CTS. The Prime Contractor shall be responsible for all modifications to existing enclosures
necessary to mount the proposed VCS set. The Prime Contractor shall install additional VCS
equipment and related hardware over the term of the Contract, as required by the State, at no
cost to the State, and no increase to the calling rates. The Prime Contractor shall retain ownership
of the VCS equipment and shall be responsible for all the scheduled maintenance, repairs,
replacement, support, and service for the term of the contract. The Prime Contractor shall provide
VCS installed inside; mounted on a wall, or have the option to be attached to a pedestal. The
VCS enclosures shall provide privacy, but allow the incarcerated individual to be visually
accessible by CDCR staff. The Contractor shall provide the VCS with background blurring
software/feature or partitions as needed to obstruct the view and prevent a security risk. Prior to
installation, CDCR will inspect all enclosures, shelves, pedestals, and other mounting apparatus
to ensure requirements are met. The VCS shall meet the ADA requirements and ADA
Accessibility Guidelines (ADAAG).
All VCS devices shall use unique identifiers, provided by the CDCR Operations Manager that will
be referenced in all database files. VCS installed at correctional facilities shall not be
programmable. VCS shall not be capable of being used to program any feature of the CTS.
20.1.2.1
Video Calling Services Construction Specifications
The enclosures must contain all hardware and software necessary to provide a “turnkey”
enclosure that provides Video Calling services. Contractor shall ensure that all hardware is
contained within enclosure.
The video phone enclosure design shall be constructed as follows:
1) 14-gauge (or heavier) steel case;
2) Rugged steady beaded welded construction that is weather-resistant;
3) Powder coated finish that is stainless steel or must be of a neutral color and easily cleaned;
4) Tamper proof fasteners shall be corrosion-resistant, hardened, high-strength, plated or
stainless steel metal fasteners of size and type best suited for intended application, having head
design requiring special tool of controlled availability for removal. Authorized removable fasteners
include: McGard “Intimidator” fasteners including screws, bolts, and nuts; and pinned “Allen” or
“Torx” head socket fasteners. Spanner Head Screws or one-way removable screws are not
permitted.
5) Shall not have removable parts, glass, sharp edges, or Plexiglas or similar material;
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6) Shall have no portion that can be disassembled and used as weapons;
7) No removable parts, including receiver ear and mouthpieces, and the window for dialing
instructions.
8) Enclosures shall contain Heavy duty locking mechanisms, hinges, door mechanisms capable
of resisting tampering and vandalism.
9) Enclosure must have adequate ventilation to include fans if needed for components.
The armored handset cords for the VCS handsets shall be equipped with a steel lanyard securely
fastened into the handset and not terminated at the entrance to the handset. The armored
handset cords shall be designed to withstand 1,000 pounds of pull strength. The length of the
cord shall be 18 to 36 inches as approved by CDCR Operations Manager.
The VCS must have the ability to be anchored to the floor and or the wall. Security fasteners will
be used to secure the enclosure to the wall and/or floor.
Surface-mounted VCS must have no access to the back of the video phone device.
The Contractor shall ensure that each enclosure can be easily unsecured from the floor or the
wall by authorized personnel. Enclosure must have sealed opening(s) for power and phone lines
as needed.
Video Calling sets and enclosures shall meet all ADA requirements and ADA Accessibility
Guidelines (ADAAG) as appropriate for new construction or alteration.
20.1.2.2
Video Calling Services Monitors/Screens
Monitors must be Energy Star compliant with a minimum level of EPEAT Bronze. Monitors must
be a minimum of 15” in size across the diagonal, having an associated graphics control board
with video drivers. Monitor shall be able to withstand operating temperatures of 105 degrees and
100% humidity.
Touch screen must be secure, safe and capable of withstanding heavy usage in a correctional
environment. It must be scratch-resistant. Contractor shall provide any special care required to
keep the screen clean, and prolong the viewing and usage life expectancy.
Touch screen shall not be of the “overlay” or ‘membrane” type. If “surface acoustic” or “capacitive”
technology is not utilized, the contractor must provide an explanation of why another technology
is being proposed.
Touch screen monitor must reduce the ability to view the screen when viewed from the side to
prevent others from viewing the display.
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20.1.3 VIDEO RELAY SYSTEM/AMERICAN SIGN LANGUAGE VIDEO CALLING
SYSTEM (VRS/ASL-VCS)
The Prime Contractor shall provide and install all the VRS/ASL-VCS equipment at correctional
facilities and locations as specified by CDCR. VRS/ASL-VCS sets will be used to place calls via
the CTS. The Prime Contractor shall be responsible for all modifications to existing enclosures
necessary to mount the proposed VRS/ASL-VCS set. The Prime Contractor shall install
additional VRS/ASL-VCS equipment and related hardware over the term of the Contract, as
required by the State, at no cost to the State, and no increase to the calling rates. The Prime
Contractor shall retain ownership of the VRS/ASL-VCS equipment and shall be responsible for
all the scheduled maintenance, repairs, replacement, support, and service for the term of the
contract. The Prime Contractor shall provide VRS/ASL-VCS installed inside; mounted on a wall,
or have the option to be attached to a pedestal. The VRS/ASL-VCS enclosures shall provide
privacy, but allow the incarcerated individual to be visually accessible by CDCR staff. The
Contractor shall provide the VCS with background blurring software/feature or partitions as
needed to obstruct the view and prevent a security risk. Prior to installation, CDCR will inspect all
enclosures, shelves, pedestals, and other mounting apparatus to ensure requirements are met.
All VRS/ASL-VCS shall use unique identifiers, provided by the CDCR Operations Manager that
will be referenced in all database files. VRS/ASL-VCS installed at correctional facilities shall not
be programmable. VRS/ASL-VCS shall not be capable of being used to program any feature of
the CTS.
20.1.3.1
VRS/ASL-VCS Construction Specifications
The enclosures must contain all hardware and software necessary to provide a “turnkey”
enclosure that provides VRS and ASL-VCS services. Contractor shall ensure that all hardware
is contained within enclosure.
The video phone enclosure design shall be constructed as follows:
1) 14-gauge (or heavier) steel case;
2) Rugged steady beaded welded construction that is weather-resistant;
3) Powder coated finish that is stainless steel or must be of a neutral color and easily cleaned;
4) Tamper proof fasteners shall be corrosion-resistant, hardened, high-strength, plated or
stainless steel metal fasteners of size and type best suited for intended application, having head
design requiring special tool of controlled availability for removal. Authorized removable fasteners
include: McGard “Intimidator” fasteners including screws, bolts, and nuts; and pinned “Allen” or
“Torx” head socket fasteners. Spanner Head Screws or one-way removable screws are not
permitted.
5) Shall not have removable parts, glass, sharp edges, or Plexiglas or similar material;
6) Shall have no portion that can be disassembled and used as weapons;
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7) No removable parts, including receiver ear and mouthpieces, and the window for dialing
instructions.
8) Enclosures shall contain Heavy duty locking mechanisms, hinges, door mechanisms capable
of resisting tampering and vandalism.
9) Enclosure must have adequate ventilation to include fans if needed for components.
The armored handset cords for the VRS/ASL-VCS handsets shall be equipped with a steel
lanyard securely fastened into the handset and not terminated at the entrance to the handset.
The armored handset cords shall be designed to withstand 1,000 pounds of pull strength. The
length of the cord shall be 18 to 36 inches as approved by CDCR Operations Manager.
The VRS/ASL-VCS must have the ability to be anchored to the floor and or the wall. Security
fasteners will be used to secure the enclosure to the wall and/or floor.
Surface-mounted VCS/ASL-VCS must have no access to the back of the VRS/ASL-VCS.
The Contractor shall ensure that each enclosure can be easily unsecured from the floor or the
wall by authorized personnel. Enclosure must have sealed opening(s) for power and phone lines
as needed.
VRS and ASL-VCS and enclosures shall meet all ADA requirements and ADA Accessibility
Guidelines (ADAAG) as appropriate for new construction or alteration.
20.1.3.2
VRS/ASL-VCS Monitors/Screens
Monitors must be Energy Star compliant with a minimum level of EPEAT Bronze. Monitors must
be a minimum of 15” in size across the diagonal, having an associated graphics control board
with video drivers. Monitor shall be able to withstand operating temperatures of 105 degrees and
100% humidity.
Touch screen must be secure, safe and capable of withstanding heavy usage in a correctional
environment. It must be scratch-resistant. Contractor shall provide any special care required to
keep the screen clean, and prolong the viewing and usage life expectancy.
Touch screen shall not be of the “overlay” or ‘membrane” type. If “surface acoustic” or “capacitive”
technology is not utilized, the contractor must provide an explanation of why another technology
is being proposed.
Touch screen monitor must reduce the ability to view the screen when viewed from the side to
prevent others from viewing the display.
20.1.4 TABLETS
The Contractor shall provide Tablets to every incarcerated individual at no cost to the State, the
incarcerated individual, and the family/friends. The Contractor will retain ownership of the Tablets
and shall be responsible for all the scheduled maintenance, repairs, replacement, support, and
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service for the term of the contract. Contractor shall provide portable devices that meet the
following hardware requirements:
1) Integrated 3.5mm audio headphone / microphone combo port
2) Wi-Fi capable, which is administrable at the OS or other 3rd party utility level (can enable and
disable as needed)
3) Possess an 802.11 wireless radio that supports the 5 GHz spectrum. Tablet will only be
allowed to operate on the 5 GHz spectrum. Contractors wireless network shall not interfere with
the CDCR Network(s). In cases of overlapping channels and/or co-channel interference the
contractors network shall reduce transmit power.
4) Ability to use a management device to identify approximate location of Tablet when powered
on with feature that cannot be disabled by a user.
5) Gravity sensor function for automated screen orientation
6) UL and FCC certified
7) Brightness adjustment for screen
8) Tablet must not have Bluetooth capability or must be disabled at the OS or other 3rd party
utility security level and prevented from being enabled by incarcerated individual and CDCR
staff.
Contractor shall provide a Tablet that has clear view technology to allow complete viewing of the
internal components.
Tablet must be designed and built to withstand abuse and prevent tampering.
Contractor shall provide tablets that are rechargeable using standard 120 V/60Hz AC power and
be “UL” or equivalently listed and be certified by a Nationally Recognized Testing Laboratory to
be compliant with the FCC regulations. Portable power adapter must be clear view technology.
If charging stations are used, the must constructed to only adapt to the tablets and no other
device. Contractor shall provide charging carts for bulk charging the tablets. The CDCR
Operations Manager will determine the location requiring charging carts.
Tablet must be able to withstand a minimum of 6 hours of heavy use with a single charge.
Tablets will not be equipped with a Camera. If the Tablet contains a camera, the camera must be
disabled at the OS or other 3rd party utility security level and prevented from being enabled by
incarcerated individuals and CDCR staff.
Tablet Identification
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The Tablet's unique identification must be externally displayed, easily readable, and be protected
so that it cannot be removed. The identification must be visible by CDCR staff.
20.1.4.1
Tablets Features
Provide portable devices that meet the following software requirements:
1) Static and streaming video playback formats: MP4, M4V, 3GP, 3G2, WMV, ASF, AVI, FLV,
MKV, and WEBM
2) Static and streaming audio playback: MP3, M4A, 3GA, AAC, OGG, OGA, WAV, WMA, AMR,
AWB, FLAC, MIDI
3) Graphics viewing in common file types such as .gif, .jpg, .bmp
4) Proprietary and open source electronic book capable (e.g. pdb, .epub, .pdf, etc.)
5) Compatible to work with open source software sourced through industry standard providers
(Google, Microsoft, Apple), depending on device OS
6) Text to speech, speech to text, and other standard ADA feature capabilities
7) Screen response and refresh times to be less than 3 seconds, regardless of function in use.
The Tablet with touch screen capability must have the ability to pinch and zoom to allow users to
view content without having to scroll side to side (right and left). The requirement is to ensure that
items viewed on the device are able to be adjusted is size to avoid the individual having to scroll.
However there are cases where in order to view the item or text in a readable size for the offender,
the viewing size must be increased which may require the individual to scroll or page over to view
content.
The desire is to have the Tablet/device default to be able to resize and view all content without
having to scroll. Then the individual could zoom in or enlarge the content for readability.
For non-touch screen devices, resolution changes must be possible to avoid scrolling.
Contractor shall ensure that the Tablet is readily searchable by selected, authorized staff.
Integrate an ID functionality to Tablet operation for long term identification tracking purposes.
20.1.5 KIOSKS
The Prime Contractor shall provide and install Kiosks in housing units, long-term care facilities,
and other CDCR specified locations where offenders are housed. The Contractor shall retain
ownership of the Kiosk equipment and shall be responsible for all the scheduled maintenance,
repairs, replacement, support, and service for the term of the contract.
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20.1.5.1
Enclosure Requirements
The Contractor shall provide a kiosk design to be of standalone style for inside/outside locations.
The kiosk enclosure/housing needs to be self-contained, rugged and secure. No crevices that can
enable individuals to damage or spill into the enclosure and damage the kiosk. If there are no
enclosures, contractor is to explain in detail the plan for mounting and security of the hardware.
The video phone enclosure design shall be constructed as follows:
1) 14-gauge (or heavier) steel case;
2) Rugged steady beaded welded construction that is weather-resistant;
3) Tamper proof fasteners shall be corrosion-resistant, hardened, high-strength, plated or
stainless steel metal fasteners of size and type best suited for intended application, having head
design requiring special tool of controlled availability for removal. Authorized removable fasteners
include: McGard “Intimidator” fasteners including screws, bolts, and nuts; and pinned “Allen” or
“Torx” head socket fasteners. Spanner Head Screws or one-way removable screws are not
permitted.
4) Shall not have removable parts, glass, sharp edges, or Plexiglas or similar material;
5) Shall have no portion that be disassembled and used as weapons; and
6) Shall have no external components, other than a handset, required to provide connectivity or
sync a Tablet or any other authorized device (e.g. USB cable).
Kiosk must be designed and built to withstand abuse and prevent tampering. Kiosk Enclosures
must have heavy duty locking mechanisms, hinges, door mechanisms capable of resisting
tampering and vandalism. Hardware must be contained in the kiosk enclosure.
The Kiosk must have a powder coated finish that is stainless steel or must be of a neutral color
and easily cleaned. Kiosk shall not bear company names or logos.
The Kiosk must have the ability to be anchored to the floor and or the wall. Security fasteners will
be used to secure the enclosure to the wall and/or floor.
Surface-mounted Kiosks must have no access to the back.
The Contractor shall ensure that each enclosure can be easily unsecured from the floor or the
wall by authorized personnel. Enclosure must have sealed opening(s) for power and phone lines
as needed.
Kiosks must have sealed opening(s) for power and data lines per CDCR Design Standards.
Kiosks must have adequate ventilation to include fans if needed for equipment/components.
Provide standalone kiosks in each facility, meeting or exceeded minimum number of kiosks per
facility.
Contractor shall provide a seating solution to include the hardware and installation at no cost to
the State. Solution must be able to comply with ADA standards.
20.1.5.2
Display Monitor/Screen
Kiosk should contain a touch screen; however, a durable security centered keyboard will also be
considered especially supporting disabled individuals who could not access the kiosks.
Contractor shall not provide a touch screen monitor of the “overlay” or “membrane” type.
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Touch screen monitor must reduce the ability to read the screen when viewed from the side to
prevent others from viewing displayed information.
Kiosk with touch screen capability must have the ability to pinch and zoom to allow users to view
content without having to scroll side to side (right and left). The requirement is to ensure that items
viewed on the device are able to be adjusted is size to avoid the individual having to scroll.
However there are cases where in order to view the item or text in a readable size, the viewing
size must be increased which may require the individual to scroll or page over to view content.
The desire is to have the Kiosk default to be able to resize and view all content without having to
scroll. Then the individual could zoom in or enlarge the content for readability.
For non-touch screen Kiosk, resolution changes must be possible to avoid scrolling
20.1.6 NETWORK EQUIPMENT
20.1.6.1
Network Switches
20.1.6.1.1
IDF Network Switches
Contractor must provide additional switches or replace existing CDCR switches for CTS
connectivity if the number of available ports is less than 20% after CTS requirements are taken
into account. The Contractor will provide CDCR a 48-port switch to replace an existing 24-port
switch if the number of available ports is below 20%. In the case where the existing CDCR switch
is a 48-port switch and the number of available ports is below 20%, the Contractor shall provide
CDCR a second, third or fourth 48-port switch (stacked) as required to maintain at least 20% port
availability based on the stacked switch port count. All switches shall be provided at no cost to
the State and will be managed and become property of CDCR. The Contractor must provision a
maintenance and service plan for the duration of the contract and transfer ownership to CDCR.
The IDF switches must be the make and model as specified by CDCR. Refer to Attachment 9:
CDCR Network Equipment Specifications sheet.
20.1.6.2
Wireless Access Points (WAPs)
Contractor shall be responsible to provide and install all Wireless Access Points (WAPs) required
to provide coverage to ensure connectivity to the CTS from the Tablets. The WAPs will be
provided, installed, and maintained by the Contractor at no cost to the State. The WAPs will be
managed and become property of CDCR. The WAPs must be the make and model as specified
by CDCR. Refer to Attachment 9: CDCR Network Equipment Specifications sheet.
20.1.6.3
Firewalls
Contractor shall purchase and provide firewall devices with the appropriate licensing, including a
license for management at all Camps, Parole, and remote locations for incarcerated individuals
and parolee access. Firewalls shall be provided at no cost to the State and will be managed and
become property of CDCR. The Firewalls will be used to manage all (both CDCR and CTS) traffic
entering and exiting the CDCR network side. The Contractor must provision a maintenance and
service plan for the duration of the contract and transfer ownership to CDCR. The firewalls must
be the make and model as specified by CDCR. Refer to Attachment 9: CDCR Network Equipment
Specifications sheet
Contractor shall also be required to purchase and provide firewall devices with appropriate
licensing (possible next generation features) for management at each institution. These firewalls
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shall be provided at no cost to the State and will be managed and become property of CDCR.
The Firewalls will be used to manage all (both CDCR and CTS) traffic entering and exiting the
CDCR network side. The Contractor must provision a maintenance and service plan for the
duration of the contract and transfer ownership to CDCR. The firewalls must be the make and
model as specified by CDCR. Refer to Attachment 9: CDCR Network Equipment Specifications
sheet.
The Contractor shall provide their own firewall/IDS system to secure Ingress/Egress traffic on the
CTS circuit separate from the firewall securing access from the CTS to the CDCR network
20.1.6.4
Uninterruptible Power Supply (UPS)
The Prime Contractor shall provide all equipment necessary to maintain 100% functionality for
the contractor’s main CTS equipment to include routers, firewalls, servers, and ISP connections
for a minimum of 30 minutes due to a loss of commercial power in the CDCR institutions and
facilities.
The Contractor must provide a CTS capable of full recovery from a power outage
automatically or remotely once power is restored.
The Prime Contractor is advised that the CDCR facilities perform tests of the backup generators
at least once per month. During this testing the power will be temporarily disabled throughout the
correctional facility, including the telecommunications room. Outages resulting from backup
generator testing will not be considered a stop clock condition in calculating Service Level
Agreements (SLAs).
20.2 SOFTWARE REQUIREMENTS
Contractor represents and warrants that it is the sole owner of the software or, if not, the
Contractor has received all legally required authorizations from the owner. The Prime Contractor
shall possess and document all software licenses necessary to legally operate the CTS.
Contractor to provide the following documentation:
1) Term of software license.
2) Rights to Computer Software.
The Prime Contractor shall own and maintain all software for the term of the Contract.
Contractor will provide an administrative software license cost model that scales to enterprise
wide concurrent users based on current population.
Contractor shall notify CDCR in writing if its intellectual property, business, or all of its assets are
acquired by a third party and identify the third party.
Contractor must provide any and all upgrades that become available during the term of the
contract.
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20.2.1 SOFTWARE IN-USE REQUIREMENTS
The CTS software proposed by the Prime Contractor must have been installed and in productive
use, in substantially the proposed configuration and size by a customer external to the Prime
Contractor’s organization, for a minimum of six (6) months prior to the Contract approval.
Additionally, all software proposed by the Prime Contractor after Contract approval shall meet the
same In-Use Requirements.
The only exception to this requirement is report software, which may require development for the
express purpose of providing reports specific to this Contract.
20.2.2 SOFTWARE MAINTENANCE
The Prime Contractor shall maintain the following system software elements:
1) Standard configuration (software settings, releases, customization);
2) Maintenance and administration;
3) Upgrades (i.e., version releases, patches, and hot fixes); and,
4) Procedures and documentation.
At a minimum, the operating system/applications should allow the CDCR the ability to request
modifications at no cost to the State. Contractor shall ensure CTS software is maintained on the
most current version of the Contractor’s systems of operation, with no more than two versions at
any one-time across all CTS sites.
20.2.3 SOFTWARE TESTING
The Contractor will prepare software releases and stages for testing, validation and acceptance
in a test environment. The CDCR will perform testing for authorization to proceed prior to migration
to production environment.
20.2.4 CDCR AND THIRD PARTY APPLICATIONS
The Prime Contractor shall allow CDCR and Third Party developed and approved applications to
be loaded on the Kiosks and Tablets as required. The Prime Contractor shall work with CDCR
staff to implement these applications as required.
21 COMPATIBILITY AND INTERFACE
The Prime Contractor shall provide tablets that have the capability to support the common eBook
formats such as, EPUB, ODF, MOBI, and PDF.
The Prime Contractor shall provide web-based CTS Management application, CDCR and
Customer facing web portal that is compatible with current industry standard web browser.
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The Prime Contractor shall provide tablets and kiosks that have the capability to access and view
multiple types of file formats such as, Word, PowerPoint, Excel, PDF, MP3, MP4, M4V, M4A,
WMV, AVI, WAV, WMA, MIDI, GIF, JPG, BMP and Android Apps.
The Prime Contractor shall develop and provide all required interfaces to the existing CDCR
systems/programs required to meet the requirements of the CTS. All development and
implementation of the interfaces will be at no cost to the State, incarcerated individuals or their
family and friends. The CTS must have the ability to import and export data in a variety of standard
formats, including fixed width, delimited, csv, xml, text, and Microsoft Excel.
The Prime Contractor shall develop and provide the technical capability that creates access to
the data interfaces with other agencies and vendor in the future via one or more APIs (Application
Program Interface), web services solution, or other relevant or useful Internet protocol (e.g.,
HTTP).
The CDCR retains sole responsibility for performing any changes to the existing CDCR
systems/programs or adding new systems/programs. The Prime Contractor shall develop and
provide additional interfaces to the existing or new systems/programs to meet the requirements
of the CTS.
22 SYSTEM INSTALLATION
The Contractor shall be responsible to provide, install, and test all infrastructure required to
provide the CTS system and meet all of its requirements at no cost to the State. The Contractor
shall not be allowed to use any existing infrastructure without the expressed and formal
authorization and approval by the CDCR Operations Manager. The Contractor shall not receive
nor accept authorization from the local institution or facility staff.
22.1 CONTRACTOR SITE WALKS AND PARTICIPATION
The Contractor shall conduct a walkthrough of each participating institution to determine scope of
the Project for individual institution/facility sites as directed by CDCR staff. The Contractor will
ensure that contractor/subcontractor staff performing the installation participate in the site walks.
Contractor shall, in coordination with the CDCR Project Managers (PM), or selected
representatives, attend formal and/or informal meetings with key CDCR staff and/or other State
Agency personnel as part of these site walks.
22.2 CONTRACTOR STAFF AND RESOURCE BACKGROUND CHECKS
California Public Utilities Code Section 7910, subdivision (b), requires that all independent Prime
Contractors or contractors and their respective employees have a background check performed.
CDCR requires that a LiveScan background check be conducted prior to implementation and
throughout the Contract. The Prime Contractor and any Subcontractors will be required to
complete the CDCR forms that include providing personal information. Prime Contractor or any
Subcontractor employees who do not pass the required background screening criteria cannot be
assigned to any work area with access to CTS data or systems.
Gate Clearances by a CDCR facility may take up to two (2) weeks. Issuance of a Statewide
CDCR identification badge from CDCR Headquarters may take up to 60 business days.
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Contractor must provide the required Gate Clearances Forms, Equipment/Tools List, and Work
Plan to CDCR at least two (2) weeks in advance to allow processing and coordination of all Site
Surveys and Installations at the institutions.
22.3 CABLING AND POWER INSTALLATION
The Prime Contractor shall provide, install, and test all data wiring required to provide data and
voice services. The Contractor shall provide CAT 6 (550 MHz) rated wiring at a minimum. A
minimum of two data lines to each Wireless Access Point (WAP) is required.
All Prime Contractor installed wiring and cabling infrastructures for the CTS shall meet all current
applicable Federal, State, and Local Codes, Standards, and Regulations. All CTS wiring and
cabling shall be concealed, to the extent possible, from plain view. Any external or exposed
cabling/wiring that must be externally mounted or exposed must be encased in hardened conduit
as specified by the CDCR’s Design Criteria Guidelines, Design and Construction Policy
Guidelines, and Telecommunications Design and Engineering Guidelines cabling requirements
to ensure a secure installation. In addition, the Contractor must meet the requirements for
shrouding exposed conduit as specified in the aforementioned guidelines. All cables, wires and
equipment shall be firmly held in place. Fastenings and supports shall be adequate to support
the loads with ample safety factors based upon such factors as seismic zone. For specialized
installation areas where security is a consideration, the Prime Contractor shall meet CDCR’s
Design Criteria Guidelines, Design and Construction Policy Guidelines, and Telecommunications
Design and Engineering Guidelines cabling requirements to ensure a secure installation.
The Prime Contractor shall furnish and install any additional cable path with applicable fill ratios
as specified by BICSI standards. This shall include any distribution, riser or station cabling.
The Prime Contractor shall provide all wiring and cabling necessary to interconnect the equipment
to the jacks, distribution blocks, and Main Point of Entry (MPOE) in the designated
telecommunications rooms and designated termination points.
The Prime Contractor is responsible for any new circuits and power runs required to support the
CTS at no cost to the State.
22.4 UNINTERRUPTIBLE POWER
The Prime Contractor shall provide all equipment necessary to maintain 100% functionality for
the contractor’s main CTS equipment to include routers, firewalls, servers, and ISP connections
for a minimum of 30 minutes due to a loss of commercial power in the CDCR institutions and
facilities. The Contractor must provide a CTS capable of full recovery from a power outage
automatically or remotely once power is restored.
The Prime Contractor is advised that the CDCR facilities perform tests of the backup generators
at least once per month. During this testing the power will be temporarily disabled throughout the
correctional facility, including the telecommunications room. Outages resulting from backup
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generator testing will not be considered a stop clock condition in calculating Service Level
Agreements (SLAs).
22.5 PRE-INSTALLATION DOCUMENTATION
The Prime Contractor shall provide hard and electronic copies of network infrastructure cabling
drawings to include one (1) half size, one (1) full size, and/or diagrams to the CDCR Operations
Manager prior to the beginning of work at each installation site. In addition, the Prime Contractor
shall provide the specifications and drawings of the CTS Enclosures. These specifications,
drawings and/or diagrams shall be subject to approval by CDCR prior to the commencement of
work. Such approval does not relieve the Prime Contractor from the responsibility of meeting all
requirements of the Contract. All drawings and/or diagrams that contain special symbols either
of a product or technically specific nature shall contain legends denoting the meaning of the
symbols.
The Prime Contractor shall provide hard and electronic copies of Professional Engineer Stamped
network infrastructure cabling, new circuit and electrical drawings to include one (1) half size, one
(1) full size to the CDCR Operations Manager for California State Fire Marshall (CSFM) review,
approval, and permitting prior to performing any construction or installation of infrastructure that
require coring or penetration of walls or floors. The State will procure the CSFM services for the
drawing submission, permitting and retrieval. The Prime Contractor shall reimburse the State for
the actual costs of the drawing review, approval, permitting, and any CSFM CDCR facility
inspection.
Unless otherwise stated, the final approved drawings and/or diagrams shall be delivered to CDCR
at least 30 calendar days prior to installation at each CDCR facility.
22.6 AS-BUILT DOCUMENTATION
In instances where the actual installation of network infrastructure cabling deviates from the model
system drawings and diagrams, the Prime Contractor shall notify the CDCR Operations Manager
of the deviation and provide drawings and diagrams appropriate to the installation one (1) full size,
one (1) half size, and one (1) electronic.
The Prime Contractor shall provide the final As-Built drawings one (1) full size, one (1) half size,
and one (1) electronic to CDCR for approval. The delivered drawings and diagrams must reflect
all changes made during the installation. The Prime Contractor shall identify the changes by
“clouding” the original design to show both the original design and the alterations made.
23 SYSTEM IMPLEMENTATION
The Prime Contractor shall design, engineer, and install all infrastructure required for the CTS.
The Prime Contractor shall provide a CTS Implementation plan and associated staff that can meet
the demands of a phased, multi-site implementation in an efficient manner. The Telephone and
VRS/ASL-VCS services shall be implemented first followed by the remaining CTS services. If
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additional detailed site specific information is required for engineering the CTS infrastructure, the
Prime Contractor shall submit the a written request to the CDCR Operations Manager.
The Implementation period will begin upon the award of the Contract and will end upon the
successful installation and fully operational CTS that has been accepted by the CDCR Operations
Manager at all CDCR facilities. The Prime Contractor’s Implementation Plan shall describe in
detail how the CTS implementation will minimize the impact on CDCR operations.
24 TECHNOLOGY REFRESH
The Prime Contractor shall provide an effective Technology Refresh Policy that ensures relevant
and timely upgrades and adheres to the manufactures standards and industry best practices,
generally established as a two (2) to five (5) year usage cycle. The Policy shall protect all CTS
equipment and infrastructure from obsolescence and the ability to meet expansion requirements.
The Prime Contractor shall provide a plan for equipment and infrastructure upgrade to keep up
with future application and user demands and prevent system failures and service interruptions.
The Prime Contractor shall properly dispose of equipment including destruction of data by
degaussing, using commercially available erasure tools, or physically destroying media (burn,
melt, or securely shred).
The Prime Contractor will be allowed to use the existing equipment and infrastructure supporting
the existing IWTS with the understanding that an equipment refresh 2 years after contract award
or as agreed to by CDCR will be required.
24.1 AVAILABILITY OF TECHNOLOGY AND ADDITIONAL SERVICE ITEMS
Contractor shall evolve, supplement, and enhance the goods and services provided in the normal
course of business and that which is in scope of the contract during the Term, both to keep pace
with and utilize technological advancements and improvements in the method of delivering
technology and communications-related services and the pricing thereof. Contractor also
acknowledges that the this environment is critical to the State’s business success, and that the
State’s needs and requirements with regard to the communications environment may also evolve
and change over time, and that the need for enhanced or modified functionality may arise.
Therefore, during the Term and within contract scope, either party may suggest enhancements
or additional required goods or services, modifications, cost saving items, or items that might be
considered to keep pace with and/or to take advantage of the latest and most useful technological
advancements and improvements in Contractor’s performance.
If enhancements do not substitute, replace, modify or improve goods or services already being
received by the State under this Contract, but instead add to additional material functionality and
features, Contractor will make such enhancements available to the State under the existing
Contract through a written proposal. Each proposal for enhancements must provide a 1) business
case that includes potential users and technical requirements, if any, and 2) competitive pricing
that includes market analysis that illustrates cost benefits and cost justification.
Should it be determined that new, replacement, and/or refurbished parts/equipment are no longer
available (End-of-New-Sales), the Contractor, upon mutual agreement with the CDCR, shall not
be obligated to provide the discontinued parts/equipment. However, the Contractor shall work
with the CDCR to determine suitable alternatives.
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The State, in its sole discretion, shall determine whether to approve of the proposal
enhancements and its inclusion in the Contract. If the State chooses to proceed hereunder, the
State and Contractor will negotiate in good faith to agree on any additional terms and conditions,
if any, under which the enhancement will be added to this Contract through the amendment
process. The Contractor shall update any applicable marketing plans used in connection with the
goods or services hereunder. Contractor understands that the State is solely responsible for
approval of proposal and agrees, absent an approved amendment from the contracts authorized
State agency or/States designated authority; enhancements must not be added to this Contract.
Nothing in this Section shall prohibit the State from pursuing or obtaining the same or similar
enhancements with or from other providers or requiring that certain enhancements may only be
obtained from certain providers.
25 SYSTEM TESTING AND ACCEPTANCE PROCEDURES
The Contractor shall develop and provide an Acceptance Test Plan that includes the process,
method, verification, and validation of all the functional requirements for the CTS. The Acceptance
Test Plan must be provided 90 days prior to placing any CTS features in operation and must be
approved by CDCR.
Acceptance testing is performed by the CDCR. The Contractor shall support the Acceptance
Testing with resources and be on-site during the testing.
Test results will be evaluated as pass/fail. Any non-conforming test results will trigger the Prime
Contractor’s submission of a corrective action plan, reviewed and approved by the State. Once
the corrective measures are taken, the State shall monitor the point of failure until a consecutive
thirty (30) calendar day period free of defects is achieved.
The Final Acceptance period is ninety (90) business days following delivery of all project phases
and approval of all deliverables at the final CTS site.
.
Test deliverables shall include, but not be limited to, test procedures, cases, results, test logs,
and the summary test report.
26 TRANSITION OF OPERATION TO NEW CONTRACTOR OR STATE
In order to facilitate a coordinated and timely transition of the CTS equipment during the
Transition-Out process, the Prime Contractor shall agree to relinquish to CDCR all claims of
ownership of the CTS equipment identified in CTS Transition Requirements. The transition of
ownership of the equipment shall occur in accordance with the CTS Transition-Out Plan as
approved by the CDCR Operations Manager.
During the Contract term, the State will engage in a competitive bid process to award replacement
services to be in effect at the conclusion of the Contract. The replacement services may replicate
or be similar to CTS services or may include new strategies for providing CTS services.
The State acknowledges the level of difficulty in anticipating future transition requirements without
knowledge of future systems; however, it is critical the Prime Contractor declares and commits to
what it considers its responsibility and participation in transition of services, and to the extent
possible, demonstrate how it would plan and conduct the transition of its services to a new
contractor. Prime Contractor and the State shall mutually agree on the content of a CTS Transition
Out plan at time such plan is required.
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The implementation of a CTS services involves a great deal of coordination and cooperative effort
between CDCR and the incoming and the outgoing Prime Contractors. This section details some
of the requirements necessary for an effective transition process. It is impractical to detail all of
the Transition Requirements that must occur for a smooth transition from one contract to another
and in fact, it is each party’s cooperative effort that will have the greatest effect on the process.
At the end of the Contract, during the transition process to the future CTS contract, the State will
take ownership of the CTS telephone equipment including all CTS calling devices, enclosures,
and equipment located at CDCR facilities. The Prime Contractor will continue to maintain
ownership and responsibility for all live monitoring, investigative and administrative components
along with the appropriate transition and removal of that equipment.
The Prime Contractor shall abandon in place, at no cost to the state, all CTS calling devices,
enclosures, cut-off switches and associated cabling as part of the Transition-Out process to the
future CTS contract. The Prime Contractor shall continue to maintain all equipment until the
Transition-Out process has been completed and accepted by the CDCR Operations Manager.
Major milestones dates shall be identified by CDCR Operations Manager in the approved
Transition-Out Plan.
27 KNOWLEDGE OF TRANSFER AND/OR TRAINING
27.1 CDCR TRAINING AND KNOWLEDGE TRANSFER
The Prime Contractor shall provide a customized training plan as described in CTS Training Plan
approved by CDCR. The training shall employ an on-site, hands-on, classroom and train-thetrainer approach. The Prime Contractor will use Certified Trainers as described in Trainer
Certification by CDCR.
The Prime Contractor shall conduct a training class for the CDCR Operations Manager (or
designated representative) prior to training at any of the CDCR facilities. This test class shall
allow CDCR to direct modification of the training syllabus to match the actual CDCR environment
and configuration, as well as to standardize the training format, materials and terms. Each of the
Prime Contractor’s trainers must obtain certification from the CDCR Operations Manager that the
trainer has the skills and knowledge to effectively train the CDCR staff on the CTS.
The Prime Contractor shall provide Administration, Live Monitoring and Investigative Training to
CDCR staff on-site in a hands-on environment following initial installation and prior to activation
at each facility or location as identified by the CDCR PMs, or selected representative. Each site
will require at a minimum of four (4) training session during normal business hours as requested
by the CDCR Operations Manager. Contractor will provide follow-on refresher training and
training for any new functionality added after initial activation.
The Prime Contractor will provide post-installation training/support materials that may be used as
refresher training including customized help menus provided in each application, web-based
FAQs, Help Desk support and self-contained training programs (e.g., DVD, web-based).
Contractor shall provide necessary training documentation (materials and user manuals) and/or
access to training services on its Contractor-Hosted Secured Network Portal for all authorized
CDCR staff and administrators. Online training documentation and/or services shall be
accessible twenty-four hours a day, seven days a week, three hundred sixty-five days a year
(24x7x365).
The Prime Contractor shall prepare and provide a CTS Live Monitoring CDCR User Guide that
provides instructions that will describe primary features, functionality and commands in an
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abridged user-friendly format. This CDCR User Guide shall be made available on the Prime
Contractor’s Private Web Site and shall be specific to the CTS. Hardcopies shall be laminated
and posted at each CTS Live Monitoring location. Electronic copies in .pdf and .doc format will
be provided to CDCR and available on the CTS Contractor-Hosted Secured Network Portal. The
Prime Contractor shall modify the CDCR User Guide as directed by the State.
The Prime Contractor shall provide and maintain current CTS CDCR User Manuals for CDCR
Authorized Staff for all CTS features.
1) Customized CDCR user manuals shall contain information that pertains specifically to CDCR
authorized staff’s use of the CTS functionality. There shall be no references to any features
or functionalities that are not provided in the CTS environment.
2) CDCR user manuals shall contain detailed and clear instructions on the operation of the CTS
hardware and software.
3) CDCR user manuals shall be provided prior to the installation at the first correctional facility
and subject to CDCR approval.
4) CDCR user manuals shall be updated at each site as software version updates and system
configuration changes are made.
5) The CDCR user manuals may be copied by the State.
6) The Prime Contractor shall develop and maintain current hard-copy and online documentation
of each CDCR user manual necessary for the CTS and make the documentation available to
CDCR upon request.
The Prime Contractor shall prepare and provide a CTS CDCR Investigative User Guide for CDCR
investigative staff that provides instructions that will describe primary features, functionality and
commands in an abridged user-friendly format. The CTS CDCR Investigative User Guide will be
made available on the Prime Contractor’s CTS Private Web site and shall be specific to the CTS.
Hard copies will be printed in a reproducible size, font and format. Electronic copies in .pdf and
.doc format will be provided to CDCR and available on the CTS Private Web site. The Prime
Contractor shall modify the User Guide as directed by the State.
The Prime Contractor shall develop and provide to the CDCR Operations Manager a user manual
that describes the administration of the global system operation and configuration, whether
network based or localized on-site.
Contractor shall provide access to an on-line manual specific for the CTS. Authorized users will
be able to search and find operating instructions for specific functionality.
Prime Contractor shall describe the additional methods of training they intend to provide for CTS.
These training materials and modification shall be subject to approval by CDCR Operations.
27.2 END USER CUSTOMER TRAINING
The Prime Contractor shall provide on-site training for incarcerated individuals in the use of the
CTS devices. The training shall take place following initial installation and prior to activation at
each facility or location as identified by the CDCR PMs, or selected representative. Each site will
require at a minimum four (4) training session during normal business hours as requested by the
CDCR Operations Manager. Contractor will provide follow-on refresher training and training for
any new functionality added after initial activation.
The Prime Contractor shall prepare and provide a guide that includes instructions in English and
Spanish for CDCR approval. The guide will include instructions and contact information for log-
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in and operation of the CTS device. The Prime Contractor shall provide a soft copy of the guide
to CDCR via .pdf and .doc format and available on the Private Portal. The guide will be updated
by the Prime Contractor annually or as needed.
The Prime Contractor shall prepare and provide a CTS End User Guide for the Called Party that
provides instructions in English and Spanish to the CDCR Operations Manager for review and
approval. The guide will include instructions and contact information for establishing CTS
accounts, receiving calls, blocking calls, frequently asked questions (FAQs), and clarification of
all other issues that a called party may be concerned with. This User Guide will be made available
on the CTS Public Web site. Pamphlets will be mailed to customers by the Prime Contractor upon
request. Soft copies in .pdf and .doc will be provided to CDCR and available on the CTS Private
Portal. The Prime Contractor shall input updates to the End User Guide provided by the CDCR
Operations Manager or as required.
Instructional brochures shall be available on-line to Public Customer explaining the branding,
monitoring, and recording requirements for all CTS services (where applicable). Upon request,
the Prime Contractor shall provide soft copies of the brochures to the CDCR Operations Manager.
28 MAINTENANCE AND OPERATIONS (M&O)
The Prime Contractor shall be responsible for maintaining and providing operational support for
the CTS system. The ownership of the Tablets and Kiosk shall remain with the contractor; the
state shall provide reasonable measures against loss by pilferage or destruction. The vendor
shall be responsible for any expenses required for the repair of the equipment. CDCR staff will
only be responsible for those equipment or infrastructure that is under direct CDCR’s control or
management. In general the Prime Contractor shall be responsible for the following:
1) Providing prior notification of major on-site changes and modifications of equipment installed.
Such changes are subject to CDCR Operations Manager prior approval.
2) Complying with the Trouble Ticket response times listed in the CTS Trouble Ticket Priority
Definitions and Responses.
3) Participating in monthly meetings with the CDCR Operations Manager and staff and/or State
for the purpose of presenting CTS prior month's maintenance reports and discussing
resolution to program issues and concerns. These meetings may be scheduled less
frequently at the discretion of the State. The site for the meetings shall be determined by the
State. Travel may be required to various State sites or the Prime Contractor’s site. The Prime
Contractor shall provide representatives for each of its Subcontractors, if any, at these
meetings as requested by the CDCR Operations Manager or the State staff. The Prime
Contractor will be responsible for travel costs.
4) Coordinating with CDCR Operations Manager to request and provide access to CDCR
facilities for any Contractor and Subcontractor staff. All personnel who will need one-time or
ongoing access to a CDCR facility will be required by CDCR to complete Gate Clearance
Request and Primary Laws, Rules, and Regulations Regarding Conduct and Association with
State Prison individuals. The CDCR gate clearance forms may differ slightly by facility, but the
general information required by the Prime Contractor is the same. CDCR reserves the right
to deny the Prime Contractor’s employee(s) the right to enter a CDCR facility. All Prime
Contractor’s employee(s) who require access to a facility and do not receive clearance will
not be allowed to work on the Contract.
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5) Providing skilled technicians who are properly trained and certified to work on the Prime
Contractor-provided equipment and software.
6) Performing site surveys for all moves, adds, and changes as well as new facility activations.
The site surveys will require written documentation that will incorporate digital photos and
other diagrams as needed to document the CDCR facility and Prime Contractor’s action items.
CDCR Operations Manager will provide a sample format of the minimum requirements of the
site survey. Site survey reports shall be submitted within seven (7) calendar days from the
date of the survey.
28.1 REMOTE MANAGEMENT
Contractor's proposed system must have remote management capabilities to include but not
limited to:
1)
2)
3)
4)
5)
6)
7)
Monitoring
Diagnostics
Error Resolution
Software problem assistance
Intelligence Reporting
Application and software updates and upgrades
Rebooting and controlling the deployed kiosks from a central location
The Prime Contractor shall configure CTS in such a manner that it will not require on-site support
under normal conditions.
28.2 TROUBLE TICKET REPORTING AND TRACKING SYSTEM
The Prime Contractor will provide a CTS Trouble Ticket Reporting and Tracking System as
described in this section:
1) The CDCR Operations Manager shall have real-time access to all the information in the
Trouble Ticket Reporting and Tracking System through the CTS Private Web Portal;
2) CDCR Authorized Staff shall have the ability to open trouble tickets by calling the toll free Help
Desk number available 24-hours a day, seven (7) days a week;
3) A trouble ticket shall be opened for all identified CTS issues;
4) A trouble ticket number will be provided to the reporting party when the ticket is opened;
5) The Trouble Ticket system shall provide an e-mail notification with all trouble ticket information
to designated CDCR Authorized Staff after each trouble ticket has been opened and each
time the Trouble Ticket has been modified or updated;
6) Trouble tickets are to be closed upon successful resolution and only with CDCR’s approval
by the person that originally opened the trouble ticket or by the CDCR Operations Manager
or their designated representative;
7) The Trouble Ticket System shall document and track all impacted components by their unique
inventory identifier;
8) The CDCR Operations Manager shall have online access to the complete ticket data for the
term of the Contract;
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9) Distribution of trouble tickets notifications shall be configurable for automatic e-mail
distribution of updates. E-mailed trouble ticket notifications will include a URL link that allows
the CDCR Operations Manager to click on and immediately connect to the on-line trouble
ticket system. A log of all e-mail notifications will be automatically generated and contained
in the body of the ticket; and,
10) The Trouble Ticket System shall provide search capability on any and all fields detailed in the
Trouble Ticket Content in this section.
11) The Trouble Ticket System shall report all activities in Pacific Time when the Trouble Ticket
is modified or updated.
The following fields will be permanently fixed in a drop-down list or automatically generated fields.
These fields shall be searchable and/or queried for generation of ad hoc reports as defined in the
CTS Ad Hoc Reports.
Minimum requirements for each ticket shall include:
1)
2)
3)
4)
5)
6)
7)
Trouble ticket number;
Date and time trouble reported (separate fields);
Date and time trouble resolved (separate fields);
Total time to repair;
Name of person reporting trouble, call back telephone number and e-mail address;
CDCR facility name where trouble was reported;
Component(s) affected (Examples: CTS calling devices, Monitoring Equipment, Investigative
Equipment, Prime Contractor wiring, network equipment, network transmission, power,
software, programming/ configuration) including the Equipment Identification, Current CTS
Inventory Report (Monthly);
8) Priority assigned to trouble;
9) Trouble Ticket Creator (Prime Contractor’s Staff);
10) Reported description of trouble;
11) Name of Prime Contractor’s technician assigned;
12) Date and time technician was dispatched;
13) Date and time technician arrived on-site;
14) Actual description of trouble;
15) Description of resolution;
16) Whether the issue had been previously reported but not resolved completely. Disposition of
the previous trouble ticket;
17) Updates with date and time; and,
18) Notes Section.
The ticketing system shall provide for periodic updates and contain a “note” field for detailed
documentation of events. The periodic updates shall contain a date and time stamp in Pacific
Time of update. The time stamp shall be consistent throughout the ticket update process
The Prime Contractor shall respond to all reported Trouble Tickets within the time frames detailed
in Section 29.3, CTS Trouble Ticket Priority Definitions and Responses, including dispatching
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appropriate resources to the affected facilities. If the Prime Contractor determines that a
malfunction exists due to equipment or services provided by the CDCR Facility, the Prime
Contractor shall notify the CDCR Operations Manager of the malfunction and shall assist the
CDCR Facility or CDCR’s Contractor(s) as necessary.
28.3 CTS TROUBLE TICKET PRIORITY DEFINITIONS AND RESPONSE TABLE
Priority
Criteria
Critical
Impact:
Extensive/Widespread
Response
Target
≤ 15 minutes
Issue will be continuously
worked, 24x7x365, until closure
or stabilization. Status updates
are provided in as real-time as
possible. Usually CDCR is in
constant contact with the Help
Desk.
≤ 30 minutes
Issue will be continuously
worked, during the hours of 6:00
am to 7:00 pm PT until closure or
stabilization, which would result
in the issue being downgraded to
minor.
Major System or
network outage, CTS
functionality is ‘down’
at multiple sites
simultaneously or
incident marked VIP.
Major
Impact:
Significant/Large
CTS functionality is
‘down’ at one site or
one (1) housing unit.
A down system
includes any CTS
network, device,
component, service
and/or application.
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Resolution Target
Status updates are provided
every four (4) hours or sooner if
developments occur.
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Minor
Impact:
Moderate/Limited
≤ Two (2) hours
A single CDCR Staff
member considered to
have a noticeable, yet
minimal and
manageable impact of
CDCR operations.
Issues that affect CTS
services is of a nature
that is not impacting
incarcerated
individuals but still
requires attention in
order to meet Contract
requirements.
Issue will be worked until
resolved during regular business
hours (8:00 am to 5:00 pm PT,
Monday – Friday, except
California state holidays).
Status updates will be provided at
the end of the business day or
sooner as developments occur.
This includes any
individual End-User
complaint regarding
service.
Informational
Requests
Requests for
information,
equipment change
requests and general
information
≤ Four (4) hours
Issue will be worked until
resolved during regular business
hours (8:00 am to 5:00 pm PT,
Monday – Friday, except
California state holidays).
Status updates will be provided at
the end of the business day or
sooner as developments occur.
Note: CDCR will work with the Prime Contractor to properly identify the severity of an issue
when the issue is first reported. However, CDCR reserves the right to escalate the status of
any issue to a higher severity at any time.
28.4 CTS SUPPORT
The Contractor must provide support for the equipment 24x7/365 Days. Contractor must provide
a single toll free number for CDCR to call when service is needed.
Remedial maintenance shall be provided 24-hours a day, seven (7) days a week.
The CTS shall possess the capability to automatically notify both the Prime Contractor and
selected CDCR Authorized Staff in the event of a CTS Live Monitoring malfunction of the Call
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Control system, the recording system; the Prime Contractor hosted web-based CTS application
or any other major system component. The notification may be sent to one or more individuals’
cell phone or other telecommunications device.
Contractor must provide support services for equipment placed at institutions that include but are
not limited to:
Unlimited support;
Updates and upgrades;
Security-related updates to solution, which may be called updates, upgrades, patches,
service packs, hot fixes, etc.
If ownership of equipment shall remain with the Contractor, the state shall provide reasonable
measures against loss by pilferage or destruction. The Contractor shall be responsible for any
expenses required for the installation, repair, removal, and replacement of the equipment.
The Prime Contractor shall provide test numbers for testing purposes to verify functionality for
each Call Type. The test number shall provide for a connect condition that is long enough to
verify all branding and other functionality. The Prime Contractor will not bill any parties for these
test calls.
The CTS End-User’s positive perception of their calling experience is of primary concern to the
State. Prime Contractor shall detail how they plan to provide exceptional Customer Service and
shall address:
1)
2)
3)
4)
Complaint Tracking and Reporting System;
Complaint Resolution Processes;
Complaint Escalation Processes; and,
Root-Cause Analysis Procedure.
CDCR Authorized Staff shall have access through the CTS Private Web Portal to the Prime
Contractor’s Complaint Tracking and Reporting System.
28.5 CTS END USER SUPPORT
End-User support materials, User Guides, public portal support options (including FAQs and email) and an IVR based help system shall be provided and actively promoted by the Prime
Contractor. Customer Service calls that are directed to an IVR must have all prompts and
recordings provided in the same language associated with the number that was used to contact
the Customer Service. The two (2) language options shall be English or Spanish.
The Average Speed of Answer (ASA) is defined as the time from which a call is presented to the
Customer Service system until it is answered by a live operator who is capable of servicing the
caller. An operator who answers the call but is not trained to handle customer complaints and
must transfer the caller does not meet this requirement, such that the ASA time will continue until
answered by a qualified Customer Service Representative. All Customer Service access
numbers must be captured and reported as part of the ASA report. The daily ASA of all CTS
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Customer Service calls shall not be less than 80% of the calls answered within 60 seconds. If
Spanish callers and the category of all other non-English callers comprise more than 10 percent
(10%) of the total volume, then the minimum daily ASA requirement of 80% of the calls answered
within 60 seconds shall separately apply for that language group. When a call is answered by an
IVR system or its equivalent, the ASA time shall not include the time in the IVR if:
1) The initial prompt and all additional prompts shall offer the caller the option of communicating
with a live operator by dialing zero (0) or through a CTS call at any time. No user input after
five (5) seconds of a prompt will be assumed to be a request for an English speaking live
operator, preferably someone who is bilingual;
2) The menu selections are no deeper than five (5) levels at any point from the top level (initial
greeting);
3) The State shall have final approval of all prompts, greetings and recordings;
4) No single menu shall offer more than four (4) selections in addition to zero (0) for a live
operator and asterisk (*) or pound sign (#) to return to the previous menu;
5) The IVR shall not for any reason automatically disconnect the caller; or,
6) Menu Usage and Time in the System reports shall be available as part of the IVR System and
made available upon request by the State.
28.6 PREVENTIVE AND ROUTINE MAINTENANCE
The Prime Contractor shall provide preventive maintenance as required by the equipment
manufacturer and as necessary to maintain the CTS service. Preventive maintenance shall be
provided on a schedule which is mutually acceptable to the CDCR Operations Manager and the
Prime Contractor. The Contractor will coordinate its service schedule in advance with the CDCR
Operations Manager or designee.
The CTS equipment shall not require on-site routine and preventative maintenance more than
once per month for any site. CTS software must be kept up to date as required to satisfy the
manufacturer’s recommended update intervals and will be the sole responsibility of the Prime
Contractor.
The Prime Contractor shall perform any remote, network, routine, or scheduled maintenance
during the off-peak hours of 10:00 p.m. to 6:00 a.m. PT. The Prime Contractor shall provide the
CDCR Operations Manager, with a two-week notice, prior to scheduling this type of maintenance.
Downtime shall not extend past a 24 hour period. Planned maintenance and service shall be
coordinated in advance with CDCR-designated staff.
Contractor shall provide maintenance and service plan to include the frequency and speed of
maintenance. Prime Contractor shall describe, in detail, CTS maintenance procedures and
scheduling plans, including any remedial maintenance plans. The schedules shall include a Table
of Maintenance Components that includes all CTS hardware with the frequency of required
routine and preventative maintenance.
The Prime Contractor shall work with CDCR Operations Manager to develop a maintenance
schedule for each facility at the discretion of CDCR. The CTS Maintenance and Service Plan
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shall include the schedule of required regular CTS maintenance for the equipment and software
installed at each facility for CDCR Operations Manager final approval prior to installation at each
facility.
29 HELP DESK/CALL CENTER
The Prime Contractor’s End-User Customer Service Hours of Operation shall be provided by a
live operator seven (7) days a week during the hours of 5:00 a.m. to 9:00 p.m. PT. In addition to
the toll free numbers, Customer Service shall be accessible by mail, e-mail, web site, fax, and
telephone. The addresses and telephone numbers for each of these communication methods
shall be published on customer solicitations, CTS Public Web Site, and customer
correspondence. The Prime Contractor’s Customer Service shall be operated within the United
States.
The Prime Contractor shall provide a dedicated Toll Free Customer Service Access Number for
domestic Customer Service functions. The domestic CTS Customer Service numbers must be
accessible from anywhere in the United States, and Puerto Rico.
The Prime Contractor shall process End-User issues quickly with a single contact to the Customer
Service. The Prime Contractor shall provide a complaint resolution team. Complaints that do not
have a specific resolution plan within 24-hours of receipt by the Prime Contractor shall be
identified, reported, tracked and managed by the Complaint Resolution Team.
Prime Contractor shall describe the Complaint Resolution and Escalation Plan process, including
standard target times for resolution, as part of the Escalation Plan.
The Prime Contractor’s Help Desk shall be available 24-hours a day, seven (7) days per week.
Help Desk calls shall only be handled by live Service Representatives. Automated trouble ticket
systems are not acceptable. IVR and secure web-based trouble ticket tracking systems may be
used to provide status information but will not replace the need for a live operator. The Help Desk
shall be operated within the United States.
The Prime Contractor shall develop, provide, and maintain written Help Desk troubleshooting
procedures specific to the CTS service and environment for use by the Prime Contractor’s
organization. The Procedures will be submitted to CDCR for approval prior to CTS transition and
upon modification.
30 INSURANCE AND LIABILITY REQUIREMENTS
30.1.1 ACCEPTANCE
Insurance companies must be acceptable to the Department of General Services. If self-insured,
review of financial information may be required.
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30.1.2 COVERAGE TERM
Coverage needs to be in force for complete term of contract. If insurance expires during the term
of the contract, a new certificate must be received by the State at least ten (10) days prior to the
expiration of this insurance. This new insurance must still meet the terms of the original contract.
30.1.3 CANCELLATION
Contractor is responsible to notify the State within 5 business days of any cancellation, nonrenewal or material change that affects required insurance coverage. In the event Contractor fails
to keep in effect at all times the specified insurance coverage, the State may, in addition to any
other remedies it may have, terminate this Contract upon the occurrence of such event, subject
to the provisions of this Contract.
30.1.4 DEDUCTIBLES
Contractor is responsible for any deductible or self-insured retention contained within the
insurance program.
30.1.5 CONTRACT TERMINATION
In the event contractor fails to keep in effect at all times the specified insurance coverage, the
State may, in addition to any other remedies it may have, terminate the contract upon the
occurrence of such event, subject to the provisions of the contract.
30.1.6 PRIMARY INSURANCE
Any insurance required to be carried shall be primary, and not excess, to any other
insurance carried by the State.
30.2 COMMERCIAL GENERAL LIABILITY
The Contractor shall maintain general liability with limits of not less than $1,000,000 per
occurrence for bodily injury and property damage liability combined. The policy shall include
coverage for liabilities arising out of premises, operations, independent Contractors, products,
completed operations, personal and advertising injury, and liability assumed under an insured
Contract. This insurance shall apply separately to each insured against whom a claim is made or
suit is brought subject to the Contractor’s limit of liability.
The policy must include the State of California, its officers, agents, employees and servants as
an additional insured, but only insofar as the operations under the Contract are concerned.
In accordance to GSPD-401IT 09/05/2014, Provision 20, Insurance, the Contractor must furnish
insurance certificate(s) evidencing required insurance coverage acceptable to the State, including
endorsements showing the State as an “additional insured” if required under the Contract. Any
required endorsements requested by the State must be separately provided; merely referring to
such coverage on the certificates(s) is insufficient for this purpose. When performing work on
state owned or controlled property, Contractor shall provide a waiver of subrogation in favor of
the State for its workers’ compensation policy.
The prime Contractor shall agree to furnish the State satisfactory evidence of insurance within
ten (10) calendar days of Contract award.
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30.3 WORKERS' COMPENSATION/EMPLOYER'S LIABILITY (M)
The Prime Contractor shall maintain statutory workers' compensation and employer's liability
coverage for all its employees who will be engaged in the performance of the Contract, including
special coverage extensions where applicable. Employer's liability limits of $1,000,000 shall be
required. The Contractor is required to sign Exhibit 7: Workers’ Compensation Certification and
submit it with its Final Proposal.
30.4 AUTOMOBILE LIABILITY
Contractor shall maintain motor vehicle liability with limits of not less than $1,000,000 per
accident. Such insurance shall cover liability arising out of a motor vehicle including owned, hired,
and non-owned motor vehicles.
31 WARRANTY
Equipment must be free from defects in material and workmanship. If defects are identified, the
Contractor agrees to repair or replace defective parts promptly on a like-for-like basis without
additional cost to the customer. Any and all failed items will be replaced promptly free of charge.
32 SERVICE LEVEL AGREEMENTS (SLAS)
The intent of this section is to provide the End Users, CDCR Authorized Staff and Prime
Contractor with requirements that define and assist in the management of the CTS Service Level
Agreements (SLAs). This section identifies and explains the required SLAs for the business and
technical requirements. The Prime Contractor’s services include everything from the planning and
installation of the on-site CTS to the ‘back-end’ systems that manage, control and support each
of the components that make up the complete CTS.
This section defines performance objectives, measurement processes, and Rights and
Remedies.
32.1 GENERAL REQUIREMENTS
The Prime Contractor shall act as the single point of contact coordinating all entities to meet the
State’s needs for provisioning, maintenance, restoration and resolution of service issues or that
of their Affiliates, subsidiaries, any Subcontractors, or resellers under this Contract.
1) All SLAs will be applied 24 hours a day, seven (7) days a week.
2) All SLAs shall be classified as either Technical or Administrative.
Unless otherwise stated in the SLA, all technical SLAs shall be applied to all CTS systems and
components.
1) The Prime Contractor shall monitor all service levels and identify when the service has failed
to meet the SLA objective identified in Sections 33, Service Level Agreements. The Prime
Contractor will apply and report all SLA occurrences to the State on a monthly basis in accordance
to Section 17.22, Service Level Agreement Reports.
2) The State will perform periodic SLA audits to ensure the Prime Contractor is accurately
identifying, reporting and applying remedies for all SLAs. There is no expiration for applying Rights
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and Remedies. The Prime Contractor shall correct all errors within 30 calendar days of written
notification from the State.
32.2 RIGHTS AND REMEDIES
If an outage/performance event fails to meet one (1) or more of the CTS SLA objectives, only the
SLA with the largest Service Level Agreement Rights and Remedies (SLARR) will be applied.
To the extent that Prime Contractor offers additional or more advantageous rights and/or
remedies to customers for similar services offered, the State shall be entitled to exercise the rights
and/or remedies therein.
Rights and Remedies will apply to each SLA in which the SLA objective was missed. The Rights
and Remedies will be applied via compensation for missed SLA objectives every month.
The Prime Contractor will apply the Rights and Remedies for each device, service and application
impacted by the CTS failure.
The Prime Contractor will automatically calculate, report, and apply all Rights and Remedies.
Rights and Remedies shall be assessed monthly and applied toward the SLARR totals within 60
calendar days from the last day of the month in which the SLA objective was missed.
In addition, Rights and Remedies for all SLAs will allow the option for the State to invoke the
escalation process described in Section 12, Escalation Process.
32.3 TROUBLE TICKET STOP CLOCK CONDITIONS (SCC)
The Trouble Ticket SCC will allow the Prime Contractor to adjust the SLA outage durations based
on the criteria described below.
Stop Clock criteria include:
1) Periods when a restoration or testing effort is delayed at the specific request of the CDCR
authorized staff. The SCC shall exist during the period the Prime Contractor was delayed,
provided that reasonable and documented efforts are made to contact the CDCR authorized staff
during the applicable Stop Clock period.
2) Time after a service has been restored, but CDCR authorized staff request that the ticket be
kept open for observation. If the service is later determined by the CDCR authorized staff to not
have been restored, the Stop Clock shall continue until the time the CDCR authorized staff notifies
the Prime Contractor that the service has not been restored.
3) Time after a service has been restored, but CDCR authorized staff is not available to verify that
the service is working. If the service is later determined by the CDCR authorized staff to not have
been restored, the Stop Clock shall apply only for the time period between The Prime Contractor's
attempt to notify the CDCR authorized staff that Prime Contractor believes the service has been
restored and the time the CDCR authorized staff notifies the Prime Contractor that the service
has not been restored.
4) Restoration cannot be achieved because the problem has been isolated to infrastructure that
is not maintained by Prime Contractor.
5) Failures occurring as a result of a power problem, outside the control of the Prime Contractor,
which exceeds 30 minutes. Stop Clocks will apply after the initial 30 minutes as required in Section
23.4, Uninterruptable Power. Power outages resulting from a backup generator test will not be
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considered a Stop Clock condition. Power outages as a result of the Prime Contractor will not be
considered a Stop Clock condition.
6) The following contact/access problems, provided that Prime Contractor makes specific efforts
to contact the appropriate CDCR staff for site access during the applicable Stop Clock period:
a) Access necessary to correct the problem is not available because access has not been
arranged by appropriate site contact or CDCR Authorized Staff representative;
b) Site access is not granted to a technician who displays proper identification;
c) Site has limited hours of access that directly impacts the Prime Contractor’s ability to resolve
the problem;
e) Any problem or delay documented on the trouble ticket to the extent caused by CDCR
authorized staff that prevents or delays the Prime Contractor’s resolution of the problem. In such
event, the Prime Contractor shall make a reasonable request to CDCR authorized staff to correct
the problem or delay; or,
f) Delays in the process of admittance to the CDCR facility.
7) Failure of the trouble ticket originator or responsible CDCR authorized staff to return a call from
Prime Contractor’s technician for on-line close-out of trouble tickets after the service has been
restored as long as the Prime Contractor can provide documentation substantiating message.
8) An outage directly related to any properly performed scheduled maintenance or upgrade by
the Prime Contractor. Any such SCC shall not extend beyond the scheduled period of the
maintenance or upgrade. SLAs will apply for any maintenance caused outage beyond the
scheduled maintenance period. Outages occurring during a scheduled maintenance or upgrade
period and not caused by the scheduled maintenance shall not be subject to this Stop Clock
criteria.
9) Any problem or delay caused by a third party not under the control of the Prime Contractor, not
reasonably preventable by the Prime Contractor, including cable cuts not caused by the Prime
Contractor. The Prime Contractor’s affiliates, subsidiaries, or Sub Contractors shall be deemed
to be under the control of Prime Contractor with respect to the equipment, services, or facilities to
be provided under this Contract.
10) Force Majeure events, as defined in, GSPD – 401IT, General Provisions – Information
Technology, which can be found at the following URL:
https://www.documents.dgs.ca.gov/pd/poliproc/gspd401it14_0905.pdf
32.4 SERVICE LEVEL AGREEMENTS (SLAS)
The Contractor shall meet the SLAs as specified in this section which consist of the following
categories:
Availability
Catastrophic Outage
Communication Records and Recording Information Loss
Excessive Outage
Transition-In Timelines
Implementation Timelines
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Security Breach
Each of the SLA definitions, objectives, and rights and remedies are described in the tables that
follow.
32.4.1 AVAILABILITY
SLA Name: Availability (Network, Voice, and Data)
Definition: The percentage of time and CTS service is fully functional and available for use each
calendar month.
Measurement Process: The monthly Availability Percentage shall be based on the accumulative
total of all Unavailable Time derived from all trouble tickets closed, for the affected service
(includes Contractor provided web portal, data, investigative tools and applications and reports),
and feature per calendar month. The monthly Availability Percentage equals the Scheduled
Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month
multiplied by 100. Scheduled Uptime is 24 x number of days in the month. All Unavailable Time
applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated
total.
Services:
Communication Services
Information Services
CDCR and Third Party Application and
Content
Entertainment Services
Objective(s):
Services
Communication Services
Monthly
Objective
95.5%
Information Services
≥ 95.5%
CDCR and Third Party
Application and Content
≥ 95.5%
Entertainment Services
≥ 95.5%
Per Occurrence: N/A
Rights and
Remedies
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Monthly Aggregated Measurements:
Each month the service fails to meet the committed SLA objective shall result in
a credit for complimentary telephone calls equal to the duration of time the CTS
services were unavailable to the affected Customers (Incarcerated individuals,
Family or Friends). The Customers shall also receive credit for one (1)
complimentary telephone call for each 60 minute interval the CTS service were
unavailable. The outage minutes will be rounded up to the next 60 minute interval
if they fall between intervals. Example: 40 minute outage shall be rounded up as
60-minute interval.
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32.4.2 CATASTROPHIC OUTAGE (CAT)
SLA Name: Catastrophic Outage
Definition: Failure of any part of the Network Based CTS Services architecture components
(hardware, software, and interconnection of components) based on a common cause that result
in a total failure of a service for five (5) or more CDCR Facilities, the total loss of one (1) or more
Network Based CTS services on a system wide basis, or 20% of the overall impact to CDCR
operations.
Measurement Process: The Outage Duration begins when a network alarm is received by the
Contractor from an outage-causing event or the opening of a trouble ticket by the CDCR,
Customer or Contractor, whichever occurs first. Upon notification from the CDCR, Customer or
network alarm, the Contractor shall compile a list for each CTS service and feature affected by a
common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall
be measured on a per-CTS service basis from information recorded from the network
equipment/system or Customer reported trouble ticket. Each CTS service is deemed out of
service from the first notification until the Contractor determines the CTS service is restored. Any
CTS service reported by the End-User/Customer as not having been restored shall have the
outage time adjusted to the actual restoration time.
Service(s):
Communication Services
Information Services
CDCR and Third Party Application and
Content
Entertainment Services
Objective (s):
The objective restoral time shall be:
Services
Rights and
Remedies
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Monthly Objective
Communication Services
≤2 hours
Information Services
≤2 hours
CDCR
and
Third
Party
Application and Content
≤ 2 hours
Entertainment Services
≤2 hours
Per Occurrence: A CTS Catastrophic (CAT) report shall be provided to CDCR
within 30 calendar days of restoration date.
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Monthly Aggregated Measurements: Each month the service fails to meet the
committed SLA objective shall result in a credit for complimentary telephone calls
equal to the duration of time the CTS services were unavailable to the affected
Customers (Incarcerated individuals, Family or Friends). The Customers shall
also receive credit for two (2) complimentary email for each 60 minutes the CTS
service were unavailable.
32.4.3 COMMUNICATION RECORDS AND RECORDING INFORMATION LOSS
SLA Name: Communication Records and Call Information Loss
Definition: The loss or damage to communication records, including but not limited to Call Detail
Records (CDRs), call recordings, messages, photos, videos.
The CDCR Authorized Staff shall be responsible for opening a trouble ticket with the Contractor’s
Customer Service Center (helpdesk) when the staff suspects the call detail record and call
recording information loss is not meeting the committed level as defined in this SLA.
Measurement Process CDCR Authorized Staff shall report information loss (including reduced
audio and video quality) to the Prime Contractor by opening a trouble ticket. All instances of
missing data shall be reported on a per record basis (CDR or Call Recording) for each trouble
ticket.
Service(s):
Communication Records and Call Information
Objective (s):
Monthly Objective
Communication Records and Call Information Loss
Rights
and
Remedies
0%
Per Occurrence: N/A
Monthly Aggregated Measurements:
Each month the service fails to meet the committed SLA objective shall result
in credit for one (1) complimentary telephone call to the CTS individual
Customers per lost or damaged communication record or call information.
32.4.4 EXCESSIVE OUTAGE
SLA Name: Excessive Outage
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Definition: A service failure that remains unresolved for more than the committed objective level.
Measurement Process: This SLA is based on trouble ticket Unavailable Time. The service or
feature is unusable during the time the trouble ticket is reported as opened until restoration of the
service, minus SCC. If CDCR reports a service failure as unresolved after the closure of the
trouble ticket by the Contractor, the Unavailable Time shall be adjusted to the actual restoration
time.
Service(s):
Communication Services
Information Services
CDCR and Third Party Application
and Content
Entertainment Services
Objective (s):
The Unavailable Time objective shall not exceed:
Services
Monthly Objective
Communication Services
12 hours
Information Services
12 hours
CDCR and Third Party Application
and Content
12 hours
Entertainment Services
12 hours
Rights
and
Remedies
Per Occurrence: N/A
Monthly Aggregated Measurements: Each month the service fails to meet
the committed SLA objective shall result in a rebate or credit the equivalent of
2 emails to the CTS Customers with open accounts (Incarcerated individuals,
Family or Friends) at location(s) where outage occurred.
32.4.5 TRANSITION-IN TIMELINES
SLA Name: Transition-In
Definition: This SLA is the transition of new rates and services.
Measurement Process: This SLA is based on the contractor meeting the commitment dates
for Transition-In as specified in the Contractor’s approved Transition Plan.
Service(s):
Communication Services
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Information Services
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CDCR and Third Party Application
and Content
Entertainment Services
Objective (s):
Monthly Objective
Prime Contractor shall meet its obligation
to Transition-In in accordance to the
approved Contractor’s Transition Plan.
Rights
and
Remedies
100% Transition on or before
the scheduled due date per
CDCR facility
Per Occurrence: N/A
Monthly Aggregated Measurements: Credit or rebate of one (1) telephone
call per incarcerated individual per day at affected facility.
32.4.6 IMPLEMENTATION TIMELINES
SLA Name: Implementation
Definition: Implementation Timelines
Measurement Process: This SLA is based on the percentage of successful implementation of
services met by the commitment dates for the approved Contractor’s Implementation Plan.
Service(s):
Communication Services
Information Services
CDCR and Third Party Application
and Content
Entertainment Services
Objective (s):
Monthly Objective
Prime Contractor shall meet the
commitment dates for the approved
Contractor’s Implementation Plan.
100% Transition on or before
the scheduled due date per
CDCR facility
Per Occurrence: N/A
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Rights and
Remedies
Monthly Aggregated Measurements: Credit or rebate of one (1) telephone
call per incarcerated individual per day at affected facility.
32.4.7 SECURITY BREACH
SLA Name: Security Breach
Definition: Security failure to one (1) or more individual network, device, component, service
and/or application. Total Security failure to one (1) or more CDCR facilities.
Measurement Process: The outage duration start shall be determined by the network alarm
resulting from the security breach event or the opening of a trouble ticket by CDCR,
whichever occurs first. Breach duration shall be measured on an individual circuit, device,
component, service and/or application basis from information recorded from the network
equipment or trouble ticket.
The Contractor shall open a trouble ticket and compile a list for each application, device, and/or
service affected by the common cause. Each circuit, device, component, service and/or
application is considered out of service from the first notification until the Prime Contractor
determines the circuit, device, component, service and/or application is restored. Any circuit,
device, component, service and/or application reported by the CDCR authorized staff as not
having been restored shall have the outage time adjusted to the actual restoration time.
Service(s):
Communication Services
Information Services
CDCR and Third Party Application
and Content
Entertainment Services
Objective (s):
The Unavailable Time objective shall not exceed:
Services
Rights and
Remedies
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Each Occurrence
Communication Services
2 hours
Information Services
2 hours
CDCR and Third Party
Application and Content
2 hours
Entertainment Services
2 hours
Per Occurrence: A CTS Security Breach report shall be provided to CDCR
within 30 calendar days of restoration date. The Contractor shall provide a
briefing to the State on the security breach and restoration.
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Monthly Aggregated Measurements: Each month the service fails to meet
the committed SLA objective shall result in a credit for complimentary
telephone calls equal to the duration of time the CTS services were
unavailable to the affected Customers (Incarcerated individuals, Family or
Friends).
33 (RESERVED FOR FUTURE USE)
34 UNANTICIPATED TASKS
In the event that additional work must be performed which was wholly unanticipated and is not
specified in the Statement of Work, but which in the opinion of both parties is necessary to the
successful accomplishment of the general scope of work outlined, the procedures outlined in this
Section will be employed as follows:
1) For each item of unanticipated work not specified in the Statement of Work, a Work
Authorization will be prepared, Refer to Exhibit D for the Work Authorization form to be
completed.
2) It is understood and agreed by both parties to this Contract that all of the terms and conditions
of this Contract shall remain in force with the inclusion of any such Work Authorization. Such
Work Authorization shall in no way constitute a Contract other than as provided pursuant to
this Contract nor in any way amend or supersede any of the other provisions of this Contract.
3) Each Work Authorization shall consist of a detailed statement of the purpose, objective, or
goals to be undertaken by the Contractor, the job classification or approximate skill level of
the personnel to be made available by the Contractor, an identification of all significant
material to be developed by the Contractor and delivered to the State, an identification of all
significant materials to be delivered by the State to the Contractor, an estimated time schedule
for the provisions of these services by the Contractor, completion criteria for the work to be
performed, the name or identification of the Contractor personnel to be assigned, the
Contractor’s estimated work hours required to accomplish the purpose, objective or goals. All
Work Authorizations will be at no cost to the State nor result in an increase to established
rates for services.
4) All Work Authorizations must be in writing, and signed by the Contractor and the State prior
to beginning work.
5) The State has the right to require the Contractor to stop or suspend work on any Work
Authorization pursuant to the “Stop Work” provision of the General Provisions.
6) Personnel resources will not be expended (at a cost to the State) on task accomplishment in
excess of the estimated work hours unless the procedure below is followed:
a) If, in the performance of the work, the Contractor determines that a Work Authorization to
be performed under this Contract cannot be accomplished within the estimated work
hours, the Contractor will immediately notify the State in writing of the Contractor’s
estimate of the work hours which will be required to complete the Work Authorization in
full. Upon receipt of such notification, the State may:
i)
Authorize the Contractor to continue work to accomplish the Work Authorization, or
ii) Terminate the Work Authorization, or
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iii) Alter the scope of the Work Authorization in order to define tasks that can be
accomplished within the remaining estimated hours.
b) The State will notify the Contractor in writing of its election within seven (7) calendar days
after receipt of the Contractor’s notification. If notice of the election is given to proceed,
the Contractor may expend the estimated additional work hours or services to complete
the Work Authorization. The Contractor will perform this at no cost to the State.
35 BUDGET DETAIL AND PAYMENT PROVISIONS
This is a Revenue Generating Concession Contract. The Contractor payment is established
through the revenue generating services and products that are authorized with this Contract. The
State does not incur any cost or obligated to pay the Contractor for any products or services within
this Contract agreement.
35.1 CONTRACT ADMINISTRATIVE FEE
After completion of the Transition-In phase and for the remaining term of the Contract, an annual
Contract Administrative Fee of $200,000 will be payable by the Prime Contractor, in monthly
increments of $16,666.66 due on the last day of each month in arrears via wire transfer to cover
the State contract management responsibilities and services. The State will provide the Prime
Contractor the name and account information for the purpose of receiving these funds.
Payments that are late by more than 30 calendar days without prior approval of the State
representative will be subject to a financial penalty of one and one-half percent (1.5%) per month
of the administration fee payment balance due.
35.2 NONREIMBURSEMENT OF ADDITIONAL COSTS
The State will not pay the Prime Contractor any lump sum or other start-up expenses for services,
nor for any expenses incurred in the preparation of a Bid, even though the Prime Contractor shall
be obligated to begin some aspects of performance immediately after Contract award and before
in-service/cutover, including preparation, implementation, coordination and reporting necessary
to ensure that full CTS services shall be ready by the required in-service cutover date. The State
will not pay the Prime Contractor any lump sum or other expenses for close-down or termination
costs at the time the Prime Contractor ceases to provide service under the Contract.
36 GSPD-401IT GENERAL PROVISIONS – INFORMATION
TECHNOLOGY
The Contract shall automatically incorporate by reference the GSPD – 401IT, General
Provisions – Information Technology, which can be found at the following URL:
https://www.documents.dgs.ca.gov/dgs/fmc/gs/pd/pd_401IT.pdf
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37 STATEWIDE USE
The State reserves the right, per Public Contract Code (PCC) § 10290 et seq. and 12101.5, during
the entire term of the contract to enter into discussions with the contractor to establish a statewide
(including local governmental entities) offering of the products and services herein. If the State
elects to establish a statewide offering, the State and Contractor shall mutually agree upon the
process to update the contract to allow for such usage. Unless otherwise specified, the contractor
shall offer the same or lower pricing for all products and service here as established in the Exhibit
25, Cost Workbook. Any benefits as a result of establishing a statewide contract (i.e. price
reduction, discounts) shall also be passed on to the state and this contract.
38 GLOSSARY OF TERMS
For the purpose of CTS RFP CDCR08112020 and the resulting Contract, the following words and
phrases shall have the indicated meanings.
ADA – Americans with Disability Act. The CTS shall comply with all 2010 ADA standards.
Americans with Sign Language Video Calling Services (ASL-VCS) – Video calls from a hearing
impaired individual to a hearing impaired called party.
Alert Group – multiple called party telephone numbers associated to an incarcerated individual.
Alert Numbers – Called party telephone numbers that are flagged by an authorized CDCR staff.
Application Programming Interface (API) – a set of subroutine definitions, protocols, and tools for
building application software.
Authorized CDCR Staff – CDCR staff who has been identified by the CDCR Operations Manager
to have the ability to have access to the CTS data and reports.
Barge-in – ability for an authorized CDCR staff to interrupt a CTS call.
Branding – defined as the first recorded message played or shown to the called party when they
answer the call.
Call Control Features – variable call parameters such as calling schedule, time of day, date, or
correction facility.
Call Detail Record (CDR) – data record produced by the CTS that documents the details of the
telephone, video phone, VRS, and the ASL-VCS.
Call Detection – means of detecting unusual or suspicious activities on a CTS call.
Call Duration – the total amount of minutes an individual may converse with the called party on a
CTS call.
Call Forwarding – CTS calls forwarded by a called party to a third party.
Called Party – family or friends
CCHCS – California Correctional Health Care Services provides care that includes medical,
dental and mental health services, to California’s incarcerated individual population.
CDCR – California Department of Corrections and Rehabilitation. Primary consumer for
Communications and Technology Solution
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CDCR Operations Manager – the representative identified by CDCR that the Prime Contractor
shall work with for the Implementation and Maintenance and Operations of the CTS for the
duration of the contract.
CDT – California Department of Technology. CTS Contract Administrator.
Censored – communication that is not released to an incarcerated individual or their family or
friends
Classrooms – rooms for delivering educational programming to the incarcerated.
Credentials – a document or certificate proving a person's identity or qualifications.
Dayroom – a common room in the housing unit where the incarcerated individuals spend their
free time.
Device ID – The unique identifier on all CTS devices.
Dorms – dormitory type living units for housing minimum security incarcerated individuals
DTMF – Dual Tone Multi-Frequency
E-Cards – pre-approved greeting cards
Electronic Letter – an inbound letter similar to an email from a family or friend to an incarcerated
individual. These letters are printed by staff and delivered to the individual by the mailroom.
Enterprise Inmate Communications (EIC) – additional forms of communications such as email, eletters, e-cards, and inbound video clips and photos.
Experience Application Programming Interface (xAPI) – a learning technology interoperability
specification that makes it easier for learning technology products to communicate and work with
one another.
Flag Calls – identify or mark a CTS call for unusual or suspicious activity
GUI – Graphical User Interface
Health Care Services – medical care provided to individuals in the institutions.
Hearing Carry Over – allows speech disabled user with hearing capabilities to listen to the called
party.
Hotline Call – calls originating from the adult or youth incarcerated individual to a designated hot
line (i.e. PREA, other State Agencies)
Housing Unit – Facility with cells used to housing incarcerated individuals.
Inbound Call – calls originating from the public to an incarcerated individual. Inbound calls are
prohibited and shall not be processed by the CTS.
InterLata – Long Distance Toll includes all calls outside the local exchange and local toll service
areas, calls that originate in one LATA and terminate in another and international calls.
International – calls between two countries.
Interstate – calls between two states.
IntraLata – Local Toll Service or Local Long Distance provides calling within a geographic area
known as a Local Access and Transport Area (LATA). Per-minute toll charges usually apply to
these calls.
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Intrastate – calls within the same state.
IVR – Interactive Voice Response that allows a computer to interact with humans through the use
of voice and DTMF keypad inputs
IWTS – Inmate Ward Telephone System
Keyword – language or words identified by the CDCR to detect suspicious activity in a call or
email
Kiosk – stationary CTS hardware either permanently installed on the wall or floor utilized by the
individuals to consume CTS services.
LATA – Local Access and Transport Area, a geographical and administrative area that is the
responsibility of a LEC.
LEC – Local Exchange Carrier or service
Library – common area in an institution where incarcerated individuals may obtain reading
materials and do research. A library may also be used to deliver educational programing to the
incarcerated.
Live Monitoring – real-time listening or viewing of the telephone or video communication.
Local – provider provides calling within local exchange. An exchange is a specified area usually
encompassing a city, or town and its environs.
Non-Confidential – communication or activity shall be recorded and monitored by authorized
CDCR staff.
Non-Confidential Emails – emails exchanged between the incarcerated individual and their family
or friends.
Incarcerated Individual – Adult and Youth in the care of the CDCR
CTS – Communications and Technology Solution
CTS Management Application – web-based application used for administrative management of
CTS features.
Outbound Call – telephone, video, VRS, or ASL-VCS calls originating from an incarcerated
individual to their family or friends.
Overlay Message – message that is played or displayed randomly throughout the telephone or
video communication.
PINs – Personal Identification Numbers
Post Release Community Supervision (PRCS) – parolee under the supervision of a county
agency and not the CDCR.
Prime Contractor – the primary CTS contractor under contract with the State who has full
responsibility of completing and managing the CTS contract.
Private Web Portal – web-based application or website for the authorized State staff.
Public Web Portal – web-based application or website for the public or family and friends.
Rehabilitative – provide access to educational opportunities to individuals to prepare for re-entry
into society.
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Service Level Agreement (SLA) – agreement between the Prime Contractor and the State that
documents the performance standards the provider is obligated to meet.
SLARR – shall mean the total of the Service Level Agreement Rights and Remedies for CTS SLA
violations for any given period.
SLI – Sign Language Interpreter. VRS user with a Telecommunications Relay Service (TRS)
operator, called a Sign Language Interpreter (SLI), so that the VRS user and the SLI can see and
communicate with each other in signed conversation.
Span of Control – CTS devices within the control of an authorized CDCR staff.
Subcontractor – a third-party entity that provides services on behalf of the Prime Contractor.
Suspicious Dialing – suspicious number sequence or dialing patterns.
Tamper-resistant – prevent intentional malfunction or sabotage of call detail records or call
recordings.
Termination Message – message to notify the incarcerated individual and the called party the call
will end due to expiration of time.
Three-Way Calling – Calling that involves connecting three (3) distinct parties.
Two Factor Authentication – an extra layer of security that requires not only a password and
username but also something that the user has on them
User Guide – an abridged user friendly instruction that describe the primary features, functionality,
and commands of the CTS.
User Manual – a comprehensive CTS user instruction that contains detailed and clear instructions
on the operations of the CTS hardware and software.
User Privilege – administrative privileges assigned individually to users and/or groups.
Video Call – simultaneous real-time audio and video communication between incarcerated
individual and their family or friends.
Video Clips – brief recorded video from a family or friend to an incarcerated individual
Video Phone – a telephone device with a video display, capable of simultaneous real-time audio
and video communication.
Video Relay Service (VRS) – a form of Telecommunications Relay Service that enables persons
with hearing disabilities who use American Sign Language to communicate with voice telephone
users through video equipment
Visiting Areas – common area used for family and friends visiting with the incarcerated individuals.
Visually Impaired – an individual who may be blind or have diminished vision.Voice Carry Over –
allows hearing impaired user communicate with the called party in their own voice.
Voicemail – an inbound telephone message from a family or friend to an incarcerated individual.
39 ATTACHMENTS
Attachment 1: CDCR Facilities and Locations
Attachment 2: DJJ Youth Facilities
Attachment 3: Adult Institutions’ IWTS Equipment
Page 98 of 121
December 31, 2020
Agreement #C5610009
Attachment 4:
Attachment 5:
Attachment 6:
Attachment 7:
Attachment 8:
Attachment 9:
Page 99 of 121
CDF/CDCR Camps’ IWTS Equipment
Community Correctional Facilities’ IWTS Equipment
Community Program IWTS Equipment
DJJ Youth Facilities’ IWTS Equipment
Cellular Interdiction Solution (CIS) Equipment
CDCR Network Equipment Standards
December 31, 2020
Agreement #C5610009
Attachment 1: CDCR Facilities and Locations
Page 100 of 121
December 31, 2020
Agreement #C5610009
Page 101 of 121
December 31, 2020
Agreement #C5610009
Page 102 of 121
December 31, 2020
Agreement #C5610009
Page 103 of 121
December 31, 2020
Agreement #C5610009
Page 104 of 121
December 31, 2020
Agreement #C5610009
Page 105 of 121
December 31, 2020
Agreement #C5610009
Page 106 of 121
December 31, 2020
Agreement #C5610009
Attachment 2: DJJ Youth Facilities
Page 107 of 121
December 31, 2020
Agreement #C5610009
Attachment 3: Adult Institutions’ IWTS Equipment
LIVE
MONITORING
TERMINALS
OFFENDER PHONES AND RELATED EQUIPMENT
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
Facility
Phones
ASP
CAC
CAL
CCC
CCI
CCWF
CEN
CHCF
CIM
CIW
CMC
CMF
COR
CRC
CTF
CVSP
DVI
FSP
FWF
HDSP
ISP
KVSP
LAC
MCSP
NKSP
PBSP
PVSP
RJD
SAC
SATF
SCC
SOL
SQP
SVSP
VSP
WSP
TOTALS
197
227
132
35
119
101
106
105
156
61
86
80
171
104
160
108
39
71
24
162
178
204
126
189
147
160
135
153
141
259
50
141
119
119
124
159
4648
Page 108 of 121
Carts
8
55
50
Cut-off
Switches
0
124
0
0
16
0
0
0
40
26
0
0
0
1
0
0
0
0
0
0
0
0
0
0
0
13
0
0
0
0
0
0
0
0
0
0
220
Booths
0
0
0
21
18
0
0
0
2
26
35
9
0
0
0
0
4
4
0
0
1
0
3
0
2
0
0
0
0
0
24
0
12
0
0
2
163
Wall
Enclosures
99
0
0
19
0
82
0
0
48
3
0
0
0
0
95
0
0
29
0
0
0
0
2
0
2
2
0
0
0
0
0
0
5
0
0
0
386
Pedestals
2
0
0
0
0
0
0
0
1
0
0
0
0
0
0
0
14
0
0
0
0
0
2
0
0
2
0
0
0
0
0
0
0
0
0
0
21
Pedestals with
Enclosure
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
4
4
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
8
TDD s
VRS
8
1
1
5
9
1
12
11
2
2
8
4
2
6
1
3
4
6
10
5
6
7
2
8
3
1
9
7
3
2
8
11
5
10
3
3
6
10
5
3
177
10
5
11
2
11
5
80
Laptops
6
10
22
8
7
16
23
6
5
4
12
3
33
9
6
4
4
3
1
30
24
35
22
19
19
20
25
23
5
27
3
15
9
29
17
21
525
December 31, 2020
Agreement #C5610009
Attachment 4: CDF/CDCR Camps’ IWTS Equipment
OFFENDER PHONES AND RELATED
EQUIPMENT
LIVE
MONITORING
EQUIPMENT
INVESTIGATIVE
WORKSTATIONS
CAMP
PHONES
Cut-off
Sw itches
Booths
1
Acton
2
2
2
0
1
1
Auto Dialer
2
Alder
4
4
4
0
0
1
Satelite/ Direct Dial
3
Antelope1
4
0
4
0
0
0
Satelite /Direct Dial
4
Baseline
2
2
2
0
0
1
Satelite /Direct Dial
5
Bautista
4
4
0
4
0
1
Satelite/Auto Dialer
6
Ben Lomond
4
4
4
0
4
1
Satelite/ Direct Dial
7
Chamberlain Creek
3
0
3
0
3
1
Satelite/ Direct Dial
8
Deadwood
2
2
2
0
0
1
Satelite/ Direct Dial
9
Delta
4
0
4
0
0
1
Satelite/ Direct Dial
10
Devil's Garden
4
4
4
0
2
1
Satelite/ Direct Dial
11
Eel River
6
6
0
6
0
1
Satelite/ Direct Dial
12
Fenner Canyon
4
4
4
0
0
1
Satelite/ Direct Dial
13
Francisquito
2
2
2
0
0
1
Satelite/ Direct Dial
14
Gabilan
4
4
4
0
0
1
Satelite/ Direct Dial
15
Growlersberg
3
0
3
0
0
1
Satelite/ Direct Dial
16
High Rock
4
4
0
4
0
1
Satelite/ Direct Dial
17
Holton
2
2
2
0
0
1
Satelite/ Direct Dial
18
Intermountain
3
3
0
0
1
1
Satelite/ Direct Dial
19
Ishi
3
0
0
0
0
1
Satelite /Direct Dial
20
Julius Klein
3
3
3
0
3
1
Satelite/ Direct Dial
21
Konocti
4
4
4
0
4
1
Satelite/ Direct Dial
22
La Cima
3
0
3
0
0
1
Satelite/ Direct Dial
23
Malibu
2
2
2
0
0
1
Satelite/ Direct Dial
24
McCain Valley
4
4
4
0
0
1
Satelite/Auto Dialer
25
Miramonte
2
1
2
0
0
1
Satelite/Auto Dialer
26
Mount Bullion
2
2
0
2
0
1
Satelite/Direct Dial
27
Mountain Home
3
3
0
3
0
1
T1
28
Oak Glen
4
4
0
0
4
1
Satelite/Auto Dialer
29
Owens Valley
2
2
0
2
2
1
Satelite/Auto Dialer
30
Parlin Fork
4
4
4
0
4
1
T1
31
Pilot Rock
2
2
0
2
2
1
Satelite/Direct Dial
32
Pine Grove Youth Camp
2
2
1
1
0
1
Satellite/Auto Dialer
33
Puerta La Cruz
3
3
3
0
0
1
Satelite/Auto Dialer
34
Puerta La Cruz
3
3
3
0
0
1
Satelite/Auto Dialer
35
Rainbow
3
3
3
0
0
1
Satelite/Auto Dialer
36
Salt Creek
4
4
0
4
2
1
Satelite/Auto Dialer
37
Sugar Pine
4
0
0
4
0
1
Satelite/Auto Dialer
38
Trinity River
4
4
4
0
4
1
Satelite/Auto Dialer
39
Vallecito
1
0
0
1
1
1
Satelite/Auto Dialer
40
Valley View
5
5
2
0
2
1
Satelite/Auto Dialer
41
Washington Ridge
4
0
4
0
0
1
Satelite/Auto Dialer
42
Prado
2
2
0
2
0
1
Satelite/Auto Dialer
43
Ventura Conservation Camp
2
0
0
0
0
1
Satelite/Auto Dialer
Total
136
104
86
35
39
42
Page 109 of 121
Enclosure
Speaker
Term inals
Workstations
on Wall
boxes
0
Connection
December 31, 2020
Agreement #C5610009
Attachment 5: Community Correctional Facilities’ IWTS Equipment
CCF Location
1
2
3
4
5
Golden State MCCF
Shafter CCF
Delano CCF
Taft MCCF
McFarland
TOTALS:
Page 110 of 121
OFFENDER PHONES AND RELATED EQUIPMENT
Pedestals
Cut‐off
Wall
Phones
Portables
with
Switches Enclosures
Enclosure
48
0
0
0
0
48
0
0
0
0
37
0
0
0
0
48
0
0
0
0
16
0
0
0
0
197
0
0
0
0
Investigative
Workstations
1
2
2
2
1
8
December 31, 2020
Agreement #C5610009
Attachment 6: Community Program IWTS Equipment
OFFENDER PHONES AND RELATED EQUIPMENT
IWTS ACRONYMS
WALL
CUT-OFF
PHONES
SWITCHES ENCLOSURES
PEDESTALS
WITH
ENCLOSURE
PORTABLE
INVESTIGATIVE
WORKSTATIONS
1
Santa Fe Springs CCTRP
3
3
0
0
0
1
2
San Diego CCTRP
3
3
0
0
0
1
3
Bakersfield CCTRP
3
3
0
0
0
1
4
Stockton CCTRP
2
0
0
0
0
1
5
Sacramento CCTRP
2
0
0
0
0
1
TOTALS:
13
9
0
0
0
5
Page 111 of 121
December 31, 2020
Agreement #C5610009
Attachment 7: CDCR Youth Facilities’ IWTS Equipment
OFFENDER TELEPHONES AND RELATED EQUIPMENT
INVESTIGATIVE EQUIPMENT
Cut-off
Wall
Portable
Phones
Booths
Pedestals VRS
Workstations Printer
Facility
Switches
Enclosures
TTY
O.H Close / N.A Chaderjian*
44
44
0
0
44
1
1
0
0
Ventura Youth Correctional Facility
24
24
2
0
0
0
0
1
0
TOTALS:
68
68
2
0
44
1
1
1
0
* O.H. Close and N.A. Chaderjian are two separate Youth facilities that share the same property. For the purposes of the phones, they are combined.
Page 112 of 121
December 31, 2020
Agreement #C5610009
Attachment 8: Cellular Interdiction Solution (CIS) Equipment
Sites
ASP
CAC
CAL
CCC
CCI
CCWF
CEN
CHCF
CIM
CIW
CMC
CMF
COR
CRC
CTF
CVSP
DVI
FSP
FWF
HDSP
ISP
KVSP
LAC
MCSP
NKSP
PBSP
PVSP
RJD
SAC
SATF
SCC
SOL
SQP
SVSP
VSP
WSP
NAC (DJJ)
OHC (DJJ)
Pine Grove
Camp (DJJ)
VYCF (DJJ)
CAMPS
Total
Equipment (Make/Model)
Metal
Ferrous Metal Detector
Detector
Low Dose
Scanners
Baggage X-Ray
Scanners
ADANI
ConPass SV
ADANI BV 6045
Cellsense Plus CDS
HI-PE Plus
Units
4
2
1
3
4
3
3
2
4
2
3
3
2
3
3
3
3
1
0
3
3
4
1
4
3
3
4
3
3
3
3
1
3
4
4
3
1
0
Units
2
1
2
3
4
2
2
2
2
3
3
2
0
4
2
2
1
1
1
2
2
2
0
2
2
2
2
2
2
2
0
1
2
2
0
2
1
0
Units
6
6
6
6
6
6
6
6
6
6
6
6
6
6
6
6
6
6
2
6
6
6
6
6
6
6
6
6
6
6
6
6
6
6
6
6
10
0
Units
6
6
6
6
6
5
6
6
6
6
6
5
5
6
6
5
6
6
5
5
6
6
6
6
6
6
5
6
6
6
6
6
6
5
5
6
15
0
0
0
2
2
4
0
1
0
103
1
0
68
5
43
272
5
43
272
4
20
170
0
0
34
Page 113 of 121
Covert Security Camera
Cellebrite
RECONYX Hyperfire
Covert Portable Security UFED 4PC
Camera
Units
Units
4
1
4
0
4
1
4
1
4
1
4
1
4
1
3
1
4
1
4
1
4
1
4
1
4
1
4
1
3
1
4
1
4
1
4
1
0
0
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
1
4
0
0
0
December 31, 2020
Agreement #C5610009
Attachment 9: CDCR Network Equipment Standards
Wireless Access Points
Part Number
Description
Manufacturer
Quantity
AIR-AP3802I-B-K9 -
Wireless Access Point: Cisco Aironet 3800 Series
Cisco
AIR-AP1562I-B-K9
Wireless Access Point: Cisco Aironet 1560 Series
Outdoor
Wireless Access Point: Cisco Aironet 1560 Series
Outdoor
Cisco
(TBD Per
Site)
(TBD Per
Site)
(TBD Per
Site)
AIR-AP1562D-B-K9
Cisco
Every Access Point Must also include each of the following:
C1FPAIRK9 -
Cisco ONE Foundation Perpetual - Wireless
Cisco
CON-ECMU - C1FPAIR
- SWSS UPGRADES C1
Foundation Perpetual - Wireless
Cisco
C1APAIRK9 -
Cisco ONE Advanced Perpetual - Wireless
Cisco
CON-ECMU-C1APAIR
- SWSS UPGRADES C1
Advanced Perpetual – Wireless
Cisco
Page 114 of 121
(TBD Per
Site) 1
per WAP
(TBD Per
Site) 1
per WAP
(TBD Per
Site) 1
per WAP
(TBD Per
Site) 1
per WAP
December 31, 2020
Agreement #C5610009
Network IDF Switches
Part
Number
Description
JL074A
HPE Aruba 6300M 48-port 1GbE Class 4 PoE and 4-port
SFP56 Switch
Aruba x372 54 VDC 1050W Power supply
Manufacturer
Quantity
Hewlett Packard
1
Enterprise
JL087A
Hewlett Packard
1
Enterprise
J9151E
Aruba 10G SFP+ LC LR 10km SMF Transceiver
Hewlett Packard
1
Enterprise
If more than 48 ports are necessary a second, third, or fourth switch must be added and each switch
must also include the following:
ROM46A
HPE Aruba Aruba 50G SFP56 to SFP56 0.65m DAC Cable Hewlett Packard
1
- (2.13 Feet)
Enterprise
For IDFs with Pre-Existing Aruba 3810’s
Part
Number
Description
JL074A
HPE Aruba 3810M 48G PoE+ 1-slot Switch
Manufacturer
Quantity
Hewlett Packard
1
Enterprise
JL087A
Aruba x372 54 VDC 1050W Power supply
Hewlett Packard
1
Enterprise
JL083A
Aruba 3810M 4SFP+ module
Hewlett Packard
1
Enterprise
J9151E
Aruba 10G SFP+ LC LR 10km SMF Transceiver
Hewlett Packard
2
Enterprise
If more than 48 ports are necessary a second, third, or fourth switch must be added and each switch
must also include the following:
JL084A
HPE Aruba 3810M 4-Port Stacking Module
Hewlett Packard
1
Enterprise
J9578A
Aruba 3800/3810M 0.5m Stacking Cable
Hewlett Packard
1
Enterprise
Note: All new deployments or a replacement of a non-3810 switch will be replaced with the new 6300
standard. If an IDF has an existing 3810. CDCR will expand that stack with additional 3810s.
Page 115 of 121
December 31, 2020
Agreement #C5610009
Parole & Satellite Offices Firewalls
Part Number
SRX320
SRX320-CS-BUN-1
SRX320-JSE
SRX320-RMK0
SVC-COR-SRX320JSE
SVC-ND-SRX320HW
Page 116 of 121
Description
SRX320 (Hardware Only, require SRX300-JSB or
SRX300-JSE to complete the System) with 8GE (w 2x
SFP), 4G RAM, 8G Flash and 2x MPIM slots. Includes
external power supply and cable. RMK not included
1 year subscription for Application Security, IPS, AV,
URL filtering and Anti-Spam for SRX320
SRX320 Junos Software Enhanced with Firewall,
NAT, IPSec, Routing, Switching, MPLS and
Application Security Services (must order SRX320 to
complete the system)
SRX320 rack mount kit with adaptor tray
Manufacturer
Juniper Care Core Support for SRX320-JSE
Juniper Care Next Day Support for SRX320
(SOFTWARE SUPPORT IS NOT INCLUDED, must be
purchased separately)
Quantity
Juniper
1
Juniper
1
Juniper
Juniper
1
1
Juniper
1
Juniper
1
December 31, 2020
Agreement #C5610009
Institution Firewalls
Part Number
SRX1500-AC
Description
SRX1500 with 16x1G, 4x10G (SFP+) on-board
ports, 1x AC PSU and 120GB SSD
SRX1500 Juniper Secure Edge software with
Firewall, NAT, IPSec, Routing, Switching, MPLS and
Application Security services (requireSRX1500-AC
or SRX1500-DC to complete the system)
Small Form Factor Pluggable 10 Gigabit Ethernet
(SFP+) SR Optics
Juniper Power Supply Unit, 400W AC, Slim 1RU
Form Factor
Manufacturer
Quantity
Juniper
1
Juniper
1
Juniper
4
Juniper
1
Juniper
2
Juniper
2
Juniper
1
Juniper
1
SVC-ND-SRX1500HW
AC Power Cable, Patch Cord (10A/250V, 2.5meter)
Small Form Factor Pluggable 1000Base-SX Gigabit
Ethernet Optic Module
1 year subscription for Sky Advanced Threat
Protection on SRX1500
1 year subscription for intrusion prevention
signature updates on SRX1500
Juniper Care Next Day Support for SRX1500AC/SRX1500-DC (SOFTWARE SUPPORT IS NOT
INCLUDED, must be purchased separately)
Juniper
1
SVC-COR-SRX1500JSE
Juniper Care Core Support for SRX1500-JSE
Juniper
1
SRX1500-JSE
EX-SFP-10GE-SR
JPSU-400W-AC
CBL-EX-PWR-C13-C14
SRX-SFP-1GE-SX
SRX1500-ATP-1
SRX1500-IPS-1
Page 117 of 121
December 31, 2020
Agreement #C5610009
Miscellaneous Accessories
Part Number
A3L980-03-ORG-S
A3L980-05-ORG-S
A3L980-07-ORG-S
A3L980-10-ORG-S
A3L980-03-BLU
A3L980-05-BLU
Description
3 FT. CAT6 RJ-45 Patch Cables, Belkin (Orange)
snagless
5 FT. CAT6 RJ-45 Patch Cables, Belkin (Orange)
snagless
7 FT. CAT6 RJ-45 Patch Cables, Belkin (Orange)
snagless
10 FT. CAT6 RJ-45 Patch Cables, Belkin (Orange)
snagless
3 FT. CAT6 RJ-45 Patch Cables, Belkin (Blue)
snagless
5 FT. CAT6 RJ-45 Patch Cables, Belkin (Blue)
snagless
A3L980-07-BLU
7 FT. CAT6 RJ-45 Patch Cables , Belkin (Blue)
snagless
A3L980-10-BLU
10 FT. CAT6 RJ-45 Patch Cables, Belkin (Blue)
snagless
A3L980b03-BLU-S
Use for Wireless Standards: 3-FT. CAT6 RJ45 Patch
Cable, Belkin (Blue) snagless=550 MHZ
A3L980b07-BLU-S
Use for Wireless Standards: 7-FT. CAT6 RJ45 Patch
Cable, Belkin (Blue) snagless=550 MHZ
F2F802LL-03M
3 Meter Fiber Jumpers, LC/LC, 9/125 , duplex,
Singlemode, Belkin
N/A
5 Meter Fiber Jumpers, LC/LC 9/125, duplex,
Singlemode
F2F802LL-10M
10 Meter Fiber Jumpers, LC/LC, 9/125, duplex,
Singlemode
F2F202LL-03M
3 Meter Fiber Jumpers, LC/LC, 62.5/125,
Multimode, Belkin
F2F402LL-03M
Page 118 of 121
3 Meter Fiber Jumpers, LC/LC, 50/125, Multimode,
Belkin
Manufacturer
Belkin
Quantity
(TBD Per
Site)
(TBD Per
Site)
(TBD Per
Site)
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
(TBD Per
Site)
Belkin
Belkin
Belkin
December 31, 2020
Agreement #C5610009
EXHIBITS
EXHIBIT 22: BUSINESS AND TECHNICAL REQUIREMENTS
Refer to spreadsheet attachment.
Page 119 of 121
December 31, 2020
Agreement #C5610009
SOW EXHIBIT-D WORK AUTHORIZATION FORM
WORK AUTHORIZATION REQUEST FORM
WA #:
PROJECT NAME:
Date:
SCOPE OF WORK:
SCHEDULED DATES:
Start Date:
Completion Date:
CDCR-HQ PROJECT MANAGER:
Name:
Email:
Phone:
CONTRACTOR POINT OF CONTACT:
Name:
Email:
Phone:
INITIATION OF PROJECT SIGNATURE APPROVALS:
STND Contract Manager
Date
CDCR-HQ Project Manager
Date
Contractor Project Manager
Date (Clock
starts )
COMPLETION OF PROJECT SIGNATURE APPROVALS:
These tasks were performed in accordance with this Work Authorization and the provisions of Contract
# DGS-IFB-11-126805.
CDCR-HQ Project Manager
Page 120 of 121
Date
Contractor Project Manager
Date
December 31, 2020
Agreement #C5610009
STND Contract Manager
Page 121 of 121
Date
December 31, 2020
State of California
Tab 2
California Department of Corrections and Rehabilitation
California Department of Corrections and Rehabilitation
Agreement #C5610009
Cost Workbook
December 31, 2020
Cost Workbook
Global Tel*Link Corporation (GTL)
Respondent:
Item Description
Telephone Call Rates and Charges
Other Offender Communication
Offender Services and Entertainment (OPTION 1)
Offender Services and Entertainment (OPTION 2)
OPTION 1 Total
OPTION 2 Total
Annual Cost
$5,943,165.07
$4,884,500.00
$100,000.00
$7,585,000.00
$10,927,665.07
$18,412,665.07
Other Charges:
**Prepaid Account One-time Transaction Fee
***Advance Pay Call Transaction Fee - per use
$0.00
$247,500.00
State of California
California Department of Corrections and Rehabilitation
Tab 3
California Department of Corrections and Rehabilitation
Agreement #C5610009
Cost Workbook
December 31, 2020
Cost Workbook
Global Tel*Link Corporation (GTL)
Respondent:
Offender Communications
Telephone Call Rates and Charges
Item Description
Adult - Local, IntraLATA, InterLATA, Interstate
Youth - Local, IntraLATA, InterLATA, Interstate
International Calls (Adult and Youth
Proposed Fee to Offender, Family,
or Friend
(per minute)
$0.025
$0.000
$0.070
Anticipated Annual Call
Volume
(minutes)
237,316,204
3,002,134
146,571
Gross Revenue Generated
Proposed Fee to Offender, Family,
or Friend
(per transaction)
$0.050
$0.050
$0.050
$0.050
$0.200
Anticipated Annual
Transactions
Gross Revenue Generated
$5,932,905.10
$0.00
$10,259.97
$5,943,165.07
Other Offender Communication
Item Description
Each E-mail
Each Photograph
Each e-Card
Each Video Gram
Each Video Call (i.e. Video Visitation) per minute
73,450,000
13,510,000
2,120,000
1,410,000
1,800,000
$3,672,500.00
$675,500.00
$106,000.00
$70,500.00
$360,000.00
$4,884,500.00
120,000
250,000
$0.00
$247,500.00
Other Charges:
**Prepaid Account One-time Transaction Fee
***Advance Pay Call Transaction Fee - per use
$0.00
$0.99
**Prepaid Account One-time Transaction Fee is a one-time fee to setup a prepaid account and is a nonrecurring fee. Once a prepaid account is established,
the customer will not be required to pay this fee again when adding funds to the Prepaid Account.
***Advance Pay One Call Transaction Fee is an automated payment method fee (via debit or credit card) used with a prepaid calling option that does not
have a minimum balance requirement and does not require setting up a Prepaid account.
State of California
California Department of Corrections and Rehabilitation
Tab 4
California Department of Corrections and Rehabilitation
Cost Workbook
Respondent:
Agreement #C5610009
Cost Workbook
December 31, 2020
Global Tel*Link Corporation (GTL)
Offender Services and Entertainment
Proposed Fee to Offender, Family,
or Friend
(per Transaction)
$0.00
$0.00
$0.05
$0.25
Item Description
Each e-Book
Each Game Puchase
Each Printed Page (B/W)
Each Printed Page (Color)
OPTION 1:
Each Song Purchase
Each Movie Rental
Anticipated Annual
Transactions
Gross Revenue Generated
740,000
400,000
500,000
300,000
$0.00
$0.00
$25,000.00
$75,000.00
18,850,000
1,500,000
$0.00
$0.00
OPTION 1 Total
$100,000.00
OPTION 2:
Proposed Fee to Offender, Family,
or Friend
(Monthly Subscription Fee)
$7.99
$1.99
Music Subscription Services
Movie Subscription Services
OPTION 2 Total
Access to CDCR and Third Party Application and
Content
Internal Communication/Messaging
CDCR-Initiated Messaging
Hotline Communications/Reporting
Anticipated Annual
Subscriptions
750,000
750,000
$5,992,500.00
$1,492,500.00
$7,585,000.00
No Charge
No Charge
No Charge
No Charge
State of California
Tab 5
California Department of Corrections and Rehabilitation
California Department of Corrections and Rehabilitation
Agreement #C5610009
Cost Workbook
December 31, 2020
Cost Workbook
Global Tel*Link Corporation (GTL)
Respondent:
Tablet Accessories
Item Description
Earbuds
Keyboards
Screen Protectors
Replacement Charger
Enter Item Description
Proposed Cost to Offender, Family, or Friend
$3.49
N/A at this time
N/A at this time
$7.99
State of California
Tab 6
California Department of Corrections and Rehabilitation
California Department of Corrections and Rehabilitation
Agreement #C5610009
Cost Workbook
December 31, 2020
Cost Workbook
Global Tel*Link Corporation (GTL)
Respondent:
Other Additional Items
Item Description
Podcasts
Premium Audio Books
Streaming News and Sports
Streaming Media
Internet Radio without playlists, caching or
download
Youth International Rates
Voicemail Rates
Free Calling - Prior to PIN deployment
Free Calling - After PIN deployment*
Free Video Calling - After PIN deployment*
Indigent Messaging Program
Proposed Cost to Offender, Family, or
Friend
$2.49 (30-day subscription)
$5.49 (30-day subscription)
$0.75 (30-day subscription)
$3.49 (30-day subscription)
$5.49 (30-day subscription)
$0.00
$0.00
2 free days per month
15-minutes of free calling per 2 week
per individual
15-minutes of free calling per 2 week
per individual
5 free messages per week per indigent
individual
*Inmates not able to accumulate minutes or accrue more than 15-minutes of free calling.
Contractor shall ensure that 15-minute credits (or the amount used) are credited every 2
weeks (i.e. use it or lose it).
