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1601 West Jefferson
Phoenix, Ariiona 85007
(602) 542·5497
DORA B. SCHRJRO
JANET NAPOLITANO
GOVERNOR
Certified/Return Receipt Requested
Via Fax (972) 277-0S14
DIRECTOR
June 7, 2007
Kevin Collins, Account Executive
EVERCOM a division of SECURUS Technologies
14651 Dallas Parkway, Suite 600
Dallas, Texas 75254-8815
Re:
Request for Proposal (RFP) No. 060072DC - Inmate Telephone System
Request for Final Proposal Revisions
Dear Mr. Collins:
In accordance with Arizona Procurement Rules, Rule R2-7-C315, Final Proposal Revisions, the
Arizona Department of Corrections (Department) is requesting your Final Proposal Revisions for
the referenced RFP.
The Final Proposal Revisions shall be inclusive of all costs required for the provision of services,
to include any modifications as a result of discussions held on May 18, 2007 and shall be signed
by the authorized signatory identified in the submitted proposal. If someone other than the
original signatory signs, they shall have the authority to do so. If no response is received by 3:00
P.M., MST, June 15, 2007, the Department shall consider the original proposal and fees for
.services as submitted in completing the evaluation process.
The following items· were discussed during our discussions meeting and will need to be included
. in the Final Proposal Revision:
What change, in calland commission rates, would you offer if your upfront commission payment
,was less and reconciled at the end.
Please provide information on Inmate Phone System Demo and clearly state features and
enhancements. beyond the scope of work the Department requested.
Please include future enhancements to the Inmate Phone System as part of the proposal.
Scope of Work, Paragraph 2.6.7.1, Inmate Telephone Systems and Services, please respond and
.'
reiterate the Friends and Family Customer Care Center. . .
Contracts Admiriistration, 1601 W. Jefferson, Phoenix, Arizona 85007, Mail Code 55303
Fax: 602-364-3790
EVERCOM a division of SECURUS Technologies
June 7,2007
Page 2 '
Please identify the fact that Evercom can or may assistwiththe Inmate Grievances,
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Pleasesubmii the requested information via fax to .(602)
address .listed below.
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364-3790a~d send the original to the
Ifyou have any questions, please contact Kristine Yaw , Purchasing ManMer or me at (602) 542- .
ll72.
Chief Procurement Officer
DP/ky
cc: '. RFP File
Contracts Administration, 1601 W. Jefferson, Phoenix, Arizona 85007, Mail Code 55303
Fax: 602-364-3790
Presented to:
.Arizona Department of Corrections
.A TTN Contracts Administration
1601W Jefferson St
M/C5530$
Phoenix, Arizona 85007-3002
Presented by:
Kevin Collins
Account Executive
720-4BlI-569S
EV E ReOM
a division of SECURUSTechnologies
14651 Dallas Parkway
SlliteGOO
Oallas,TX 75254·8815
WWW.SECURUSTJ:CH.NET
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SECURUS
, TECHNOLOGIES
TABLE OF CONTENTS
-TABLE OF CONTENTS ••••••••••••••••••••••••••• ~ ••••• -••••••-••••
1I • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •
1
LEITER OF TRANSMITTAL •••••• ~ •••••••• -•••••••••••••••••••••••••••••••••-•••••••••••••••••••••••••••••••• ~ ••••••• 2
BAFO REQUIREMENTS ••••••••••••••••••••••• ~~ ••••••••••••••••• ~,•••••••• .-•••••••••••••••••••••••• .-•••••••••••••• 3
CALL RATES AND COMMiSSiON •••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••••• 5
VA.LUE..AoDED SERVICES •••••••••••••••• "•••••••••••• ~ •••••••••••••••••••••••••••••••• ~ ••••••••••• ~ ••••••••••• 15
FUTURE ENHANCEMENTS ••••••••••••••••••••••••• "•••••••••••••••••••••••••••••••••••••••••••.••••••••••••••••• 35
-
-
FRIENDS AND FAMILY CUSTOMER CARE CENTER ••• ; ............................................... 37
INMATE GRIEVANCES ..................................................................-~ ••••••••••••••••••••••••••• 42
SIGNATURE PAGE ...........................................................'•••••••••••••••••••••••••••••••••••••••• 44
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~---------~)--~~----~----~)----------~
SECURUS'"
,
TECHNOLOGIES
LETTER OF TRANSMITTAL
June 15, 2007
Denel Pickering
Chief Procurement Officer
Arizona Department of Corrections
Contracts Administration
1601 W. Jefferson.
Phoenix, AZ 85007
. Re: Request for Proposal (RFP) No. 060072DC Inmate Phone System
Request for Final Proposal Revisions
Dear Denel:
Evercom Inc, a subsidiary of SECURUS Technologies, is submitting the final proposal revisions
to RFP No. 060072DC as requested by the Arizona Department of Corrections. The final
proposal revisions are inclusive of all costs required or the provision of services which include
anymodifications as a result of discussions held on May 18, 2007. The final proposal revision is
. signed by an authorized signatory as required.
Sincerely,
Kevin Collins
SECURUS Technologies
NationalAccount Manager
14651 Dallas Parkway, Suite 600
Dallas,Texas 75254c 8815
720.530.9840
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BAFOREQUIREMENTS
TECHNOLOGIES
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602 364 3700
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(602) 542·5497
NAPOLITANO
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DORA g. SCHlURO
OIRecro~
Cenified/Rerum Receipt Requesled
Via Fax (972) 277'()514
June 7, 2007
Kevin CoJUns, Account Executive
EVBRCOM a division of SECURUS Technologies
14651 Dallas Parkway. Suite 600
Dallas, T..., 75254·8815
Re:
Request for Pmposal (RFP) No. 060072DC - Inmate Telepl/one SyslOm
Request for Final Proposal Revis.ions
Dear Mr. Collins:
In accordance willl ArIzona Procurement Rules, Rule R2-7-C3IS, final Proposal ReviSions, the
ArizonaDepanmem of Cmrecrions (Depanmem) is requesting your ina! Proposal Revisions for
the referenced R F P . ·
.
The Final Proposal Revisioos·shall be inclusive of all cosrs required or the provision of services,
to include any modifications as a result of discussions held on May 8, 2007 and shall be signed
by lIle authorized signatory Identified in lIle submitted proposal. If someone other than the
original signatory sigo", they shall bave the authority 10 do
If no response I. re<:eived by 3:00
P.M" MST, lune 15, 2007, the Depanment .hau consider the 0 iginal proposal and fees for
.'0.
selVi.ces
as submItted in completing Ihe evaluation process.
The following items were discussed during our disclISsions meetin.g.land will needlo be included
in the Final Proposal Revision:
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.
:What c.liangel in call and commission rates would you offer if your tpnont commission payment
was less and reconciled at lIle end.
. ,
.
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Please· provide .infoMation on Inmate Phone System Demo and cleaCrly state fearures and
enllancements beyond the scope of work the Department requesledj
Please include futureenbancements to the IntOate Phone System as lpart of the proposal.
Scope of Work, Paragrapb 2.6.7.1, IllIDate Telephone SyslOms and />crvices, please respond and
reiterate the Fr~e~ds and Family Customer Care Centet.
1,,1:
ContraclS Administration, 160i W. Jefferson, PhOenix, ··Arizona 8~7. Mall Code 55303
Fax: 602-364-3790
T. .
--~-------~)----~~------~.~)------~--SECURUSw
BAFO REQUIREMENTS
TECHNOLOGIES
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EVERCOM a divjsion of SECURUS Tec/Jnologles
June 7, 2007
Page 2
Please identify the fact that E'Vercom can or may assist-with the Inm
Grievances.
Please submit the requested information via fax to (602) 364-3790land ,end the original to the
address listed below,
If you have any questions. please contact Kristine Yaw, Purchasing Manager or me at (602) 542~
1172.
(~·'1tx~
Denel Pickering.
.
Chief Procuremem Officer
DP/ky
co:
RI'P File
Contracts Administration. 1601 W. Jefferson, Phoenix, Arizona 85007, Mail Code 5.5303
Fax: 602·364·3790
TOTAL P.02
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SECURUS'"
TECHNOLOGIES
CALL RATES AND COMMISSION
I.
What change, in call and commission rates, would you offer if your upfront commission payment
was less and reconciled at the end?
If the amount of the up front payment was reduced, it would provide greater flexibility to
offer lower calls rates to the AZ DOC. The specific amount of the change in. the upfront
payment would be a key factor in the determination olthe influence it would have on both
rates and commissions. The Request for Final Proposal Revisions did not identify a
speCific reduction in the upfront payment so, in an effort to provide a comprehensive
response, Evercom is providing the following rate options which specify the changes in
our proposed call and commission rates correlating to incremental changes in the upfront
payment. The AZ DOC may select any of the following options for commission rate and call
rates based upon the change in the proposed amount of the upfront payment. Evercom is
specifically proposing to allow the AZDOC to change rates in any contract year by
selecting the any of the proposed prepayment options. These options are in addition to the
commission and rate proposal provided in response to Request for Proposal No.
060072DC:
..
Proposed Commission Rate 59.2 %
...
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··Type Call
Collect
local
IntralAlA
InterlATA
Interstate
International
Surcharge
Per Minute Rate
20Minute Call cost to Customer
Family Costs
.
.
$2.19
$2.38
$2.85
$2.85
$2.85
$0.00
$0.24
$0.29
$0.48
$0.48
$2.19
$7.18
$8.65
$12.45
$12.45
$572,683.248
$1,537,934.460
$2,487,323.070
$932,928.300
$60,955.200
Prepaid
local
IntralATA
InterlATA
Interstate
International
$1.90
$1.90
$2.38
$2.38
$2.38
$0 ..00
$0.24
$0.29
$0.48
$0.48
$1.90
$6.70
$8.18
$11.98
$11.98
$248,424.240
$717,559.950
$1,176,086.862
$448,854.660
$29,327.040
Debit
Local
IntralATA
InterlATA
Interstate
International
$1.90
$1.90
$2.38 .
. $2.38
$2.38
$0.00
$0.24
$0.29
$0.48
$0.48
$1.900
$6.700
$8.180
$11.. 980
$11.980
$82,808.080
$239,186.650
$392,028.954
$149,618.220
$9,775.680
..
.
.
.
UpfrontCommission
$2,351,137
Total Famil Costs
$9,085,495
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TECHNOLOGIES
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CALL RATES AND COMMISSION
.
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Proposed Commission Rate 57.5 %
...
.
.
..
Type Call
Collect
Local
IntraLATA
InterLATA
Interstate
International
Prepaid .
Local
IntraLATA
InterLATA
Interstate
International
Surcharge
Per Minute Rate
20Minute Call cost to Customer
Family Costs
$2.07
$2.25
$2.70
. $2.70
$2.70
$0.00
$0.23
$0.27
$0.45
$0.45
$2.070
$6.850
$8.100
$11.700
$11.700
$541,303.344
$1,467,249.450
$2,329,169.580
$876,727.800
$57,283.200
$1.80
. $1.80
$2.25
$2.25
$2.25
$0.00
$0.23
$0.27
$0.45
$0.45
$1.800
$6.400
$7.650
$11.250
$11.250
$235,349.280
$685,430.400
$1,099,885.635
$421,503.750
$27,540.000
$1.80
$1;80
$2.25
$2.25
$2.25
$0.00
$0.23
$0.27
$0.45
$0.45
$1.800
$6.400
$7.650
$11.250
$11.250
$78,449.760
$228,476.800
$366,628.545
$140,501.250
$9,180.000
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Local
IntraLATA
InterLATA
Interstate
International
Upfront Commission
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Total Farnily Costs _ _"--_-"...:.!.::.::..=-:.~
$8,564,679
$2,166,7511L.._ _....:...::~..:::;.:.""'-::.=.:;:....
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SECURUS'"
TECHNOLOGIES
CALL RATES AND COMMISSION
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Proposed Commission Rate 55.7 %
.
.
Type Call
Collect .
Local
IntraLATA
InterLATA
Interstate
International
Prepaid
Local
IntraLATA
InterLATA
Interstate
International
Surcharge
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Per Minute Rate
20Minute Call cost to Customer
Family Costs
$0.00
$0.21
$0.26
$0.43
$0.43
$1.960
$6.330
$7.760
$11.160
$11.160
$512,538.432
$1,355,867.010
$2,231,401.968
$836,263.440
. $54,639.360
$0.00
$0.21
$0.26
$0.43
$0.43
$1.700
$5.900
$7.330
$10.730
$10.730
$222,274.320
$631,881.150
$1,053,877.347
$402,020.910
$26,267.040
$0.00
$0.21
$0.26
$0.43
$0.43
$1.700
$5.900
$7.330
$10.730
$10.730
$74,091.440
$210,627.050
$351,292.449
$134,006.970
$8,755.680
$1.96
$2.13
$2.56
··$2.56
$2.56
$1.70
$1.70
$2.13
$2.13
$2.13
.
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Debit
Local
IntraLATA
InterLATA
Interstate
International
..
. $1.70
$1.70
$2.13
$2.13
$2.13 .
Upfront Commission
$1,982,364
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,
CALL RATES AND COMMISSION
TECHNOL'OG'IEB
Proposed Commission Rate 53.7 %
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Type Call
Collect
. Local .
IntraLATA
InterLATA
Interstate
International
Prepaid
Local
IntraLATA
InterLATA·
Interstate
International
Surcharge
Per Minute Rate
20M in ute Call cost to Customer
Family Costs
..
.
.
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-
$1.84
$2.00
$2.40
$2.40
$2.40
$0.00
$0.20
$0.24
$0.40
$0.40
$1.60
'$1.60
$2.00
$2.00
$2.00
$0.00
$0.20
$0.24
$0.40
$0.40
. ...
-
$1.840
$6.000
$7.200
$10.400
$10.400
$481,158.528
$1,285,182.000
$2,070,372.960
$779,313.600
$50,918.400
$1.600
$5.600
$6.800
$10.000
$10.000
$209,199.360
$599,751.600
$977,676.120
$374,670.000
$24,480.000
$1.600
$5.600
$6.800
$10.000
$10.000
$69,733.120
$199,917.200
$325,892.040
$124,890.000
$8,160.000
.
Debit
Local
IntraLATA
InterLATA
Interstate
International
.
$1.60
$1.60
$2.00
$2.00
$2.00
Upfront Commission
$0.00
$0.20
$0.24 .
$0.40
$0.40
$1,797,978
Family Costs
IL-__Total
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_--'-_ _$7,581,315
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SECURUS'·
CALL RATES AND COMMISSION
TECHNOLOGIES
..
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Proposed Commission Rate 51.42 %
Type Call
Collect
Surcharge
Local
IntraLATA
InterLATA
Interstate
International
$1.73
$1.88
$2.25
$2.25
$2;25
Per Minute Rate
20M in ute Call cost to Customer
. Family Costs
$0.00
$0.19
$0.23
$0.38
$0.38
$1.730
$5.680
$6.850
$9.850
$9.850
$452,393.616
$1,216,638.960
$1,969,729.830
$738,099.900
$48,225.600
$0.00
$0.19
$0.23
$0.38
$0.38
$1.500
. $5.300
$6.480
$9.480
$9.480
$196,124.400
$567,622.050
$931,667.832
$355,187.160
$23,207.040
$1 ;500
$5.300
$6.480
$9.480
$9.480
$65,374.800
$189,207.350
$310,555.944
$118,395.720
$7,735.680
.
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Prepaid
Local
IntraLATA
InterLATA
Interstate
International
.
-
$1.50
$1.50
·$1.88
$1.88
$1.88
.
. Debit
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_.".
Local
IntraLATA
InterLATA
Interstate
International
$1.50
$1.50
$1.88
$1.88
$1.88
Upfront Commission
..
$0.00
$0.19
$0.23
$0.38
$0.38
.
$1 ,613,5921L _ _-,-T0:o;t""alc.:.F""a",m",iILy,;;::C:;::os::.:ts"--_ _.L..._---"$7:....!,.:.;19::..:0,,-,1;.::6:.;::6-,1
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CALL RATES AND COMMISSION
.
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Proposed Commission Rate 48.8%
.
Type Call
Collect
Local
IntraLATA
InterLATA
Interstate
International
Prepaid
Local.
IntraLATA
InterLATA
Interstate· .
International
Surcharge
Per Minute Rate
20M in ute Call cost to Customer
Family Costs
$0.00
$0.18
$0.21
$0.35
$0.35
$1.610
.. $5.350
$6.300
$9.100
$9.100
$421,013.712
$1,145,953.950
$1,811,576.340
$681,899.400
$44,553.600
$0.00
$0.18
$0.21
$0.35
$0.35
$1.400
$5.000
$5.950
$8.750
$8.750
$183,049.440
$535,492.500
$855,466.605
$327,836.250
$21,420.000
$0.00
$0.18
$0.21
$0.35
$0.35
$1.400
$5.000
$5.950
$8.750 .
$61,016.480
$178,497.500
$285,155.535
$109,278.750
$7,140.000
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.
$1.61
$1.75
$2.10
$2.10
$2.10
.
$1A0
$1.40 ..
$1.75
. $1.75
.
.
$1:75
.
.
Debit
Local
IntraLATA
InterLATA
Interstate
International
•
$1.40
$1.40
$1.75
$1.75
$1.75
Upfront Commission
..
$1,429,206
$8.750
LI_ _
-,-To",t""al",F..;:a",rn.:::iILy..:::C..:::os",t:::.,s_ _--'-_ _"'$6"',.=.66:;:,:9:,c,3::,:5:,::0.,J1
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SECURUS~
CALL RATES AND COMMISSION
TECHNOLOGIES
.
.
I
Proposed Commission Rate 45.8%
.
.
Type Call
Collect
Local
IntraLATA
InterLATA
Interstate
International
Surcharge
Per Minute Rate
20Minute Call cost to Customer
Family Costs
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...
$1.50
$1.63
$1.95
$1.95
$1.95
$0.00
$0.16
$0.20
$0.33
. $0.33
$1.500
$4.830
$5.950
$8.550
$8.550
$392,248.800
$1,034,571.510
$1,710,933.210
$640,685.700
$41,860.800
Prepaid
Local·
IntraLATA
InterLATA
Interstate
International
$1.30
$1.30
$1.63
$1.63
$1.63
$0.00
$0.16
$0.20
$0.33
$0.33
$1.300
$4.500
$5.630
$8.230
$8.230
$169,974.480
$481,943.250
$809,458.317
$308,353.410
$20,147.040
Debit
Local
IntraLATA
InterLATA
Interstate
International
$1.30
$1.30
$1.63
$1.63
$1.63
$0.00
$0.16
$0.20
$0.33
$0.33
$1.300
$4.500
$5.630
$8.230
$8.230
$56,658.160
$160,647.750
$269,819.439
$102,784.470
$6,715.680
..
Upfront Commission
$1,244,820
L I_ _
$6,206,802 I
Total Family Costs _ _L-_...:J:.::==o::...J
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CALL RATES AND COMMISSION
TECHNOLOGIES
.
Proposed Commission Rate 42.2 %
.
.
.
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Surcharge
TYRe Call
Collect·
local
IhtralATA
InterlATA
Interstate
International
Per Minute Rate
20Minute Call cost to Customer
Family Costs
.
.
$1.38
$1.50
$1.80
$1.80
$1.80
$0.00
$0.15
$0.18
$0.30
$0.30
$1.380
$4.500
$5.400
$7.800
$7.800
Prepaid
local
IntraLATA
InterLATA
Interstate
International
$1.20
$1.20
$1.50 .
$1.50
$1.50
$0.00
$0.15
$0.18
$0.30
$0.30
$1.200 .
$4.200
$5.100
$7.500
$7.500
$156,899.520
$449,813.700
$733,257.090
$281,002.500
$18,360.000
Debit
local
IntralATA
InterlATA
Interstate
International
$1.20
$1.20
$1.50
$1.50
$1.50
$0.00
$0.15
$0.18
$0.30
$0.30
$1.200
$4.200
$5.100
$7.500
$7.500
$52,299.840
$149,937.900
$244,419.030
$93,667.500
$6,120.000
..
J
$360,868.896
$963,886.500
$1,552,779.720
$584,485.200
$38,188.800
.
.
.
Upfront Commission
.
$1 ,060,433
L I_ _ _
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)
SECURUS
m
CALL RATES ANOCOMMISSION
TECHNOLOGIES
.
.
.
Type Call
I
Proposed Commission Rate 38.06 %
.
Surcharge
Per Minute Rate
20Minute Call cost to Customer
Family Costs
$1.270
$4.130
$5.050
$7.250
$7.250
$382,103.984
$884,633.610
$1,452,136.590
$543,271.500
$35,496.000
$1.100
$3.850
$4.780
$6.980
$6.980
$143,824.560
$412,329.225
$687,248.802
$261,519.660
$17,087.040
$0.00 .
$1.100
$0.14
$0.17
$0.28
$0.28
$3.900
$4.780
$47,941.520
$139,228.050
$229,082.934
.
.
Collect
Local
IntraLATA
InterLATA
Interstate
International
$1.27
$1.38
$1.65
--'-
$1.65
$1.65
..
$0.00
$0.14
$0.17
$0.28
$0.28
I
.
.
..
Prepaid
Local
IntraLATA
InterLATA
Interstate
. International
$1.10
$1.10
$1.38
$1.38
$1.38
$0.00
$0.14
$0.17
$0.28
$0.28
.
..
Debit
Local·
IntraLATA .
InterLATA
Interstate
International
$1.10
$1.10
$1.38
$1.38
$1.38
$6.980
.. $6.980
$87,173.220
$5,695.680
.
Upfront Commission
$876,047
I
2
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SECURUS'·
TECHNOLOGIES
CALL RATES AND COMMISSION
Proposed Commission Rale 33.06 %
Type Call
Per Minule Rale
Surcharge
20Minule Call cosllo Cuslomer
Collect
FamilyCosls
'.
Local
InlraLATA
InlerLATA
Interstate
International
Prepaid
$1.15
$1.25
$1.50
$1.50
$1.50
$0.00
$0.13
· $0.15
$0.25
$0.25
$1.150
$3.850
$4.500
$6.500
$6.500
$300,724.080
$824,658.450
$1,293,983.100
$487,071.000
$31,824.000
Local
IntraLATA
InterLATA
Interstate'
International
Debit
Local
IntraLATA
InterLATA
Interstate
International
$1.00
$1.00
$1.25
$1.25
$1.25
$0.00
$0.13
$0.15
$0.25
$0.25
$1.000
$3.600
$4.250
$6.250
$6.250
$130,749.600
$385,554.600
$611,047.575
$234,168.750
$15,300.000
$1.000
$3.600
$4.250
$6.250
$6.250
$43,583.200
$128,518.200
$203,682.525
$78,056.250
$5,100.000
.
.
$1.00
$1.00
$1.25
$1.25
$1.25
$0.00
$0.13
$0.15
$0.25
$0.25
Upfronl Commission
$691,661
I
Total Family Costs
.
.
$4,774,021
.
Proposed Commission Rale 26.9 %
.
Type Call
Collect
Local
IntraLATA
InterLATA
Interstate
International
Prepaid
.
..
.'
'
.
Local
IntraLATA
InterLATA
Interstate
International
Debit
Local
IntraLATA
·lnterLATA
Interstate
International
Surchar~e
I
Per Minule Rale
I
Family Cosls
20Minule Call cosllo Cuslomer
.
.
$1.040
· $0.000
$1.130
$1.350
$1.350
$1.350
$0.110
$0.140
$0.230
$0.230
$1.040
$3.330
$4.150
$5.950
$5.950
$271,959.168
$713,276.010
$1,193;339.970
$445,857.300
$29,131.200
$0.900
$0.900
$1.130
$1.130
$1.130
$0.000
$0.110
$0.140
$0.230
$0.230
$0.900
$3.100
$3.930
$5.730
$5.730
$117,674.640
$332,005.350
$565,039.287
$214,685.910
$14,027.040
$0.900
$0.900
$1.130
$1.130
$1.130
$0.000
$0 ..110
$0.140
$0.230
· $0.230
$0.900
$3.100
$3.930
$5.730
$5.730
$39,224.880
$110,668.450
$188,346.429
$71,561.970
$4,675.680
. Upfronl Commission
..
I
-
$507,275
Total Family Costs
.
.
I
$4,311,473
I
)
(
, .
)
SECURUS
m
)
VALUE-ADDED SERVICES
tECHNOLOGIES
Please provide information on the Inmate Phone System Demo and clearly state features and
enhancements beyond the scope of work the Department requested.
The following are specific value added components of our proposal that go beyond
the requirements of this RFP and will enable the Arizona DOC to put Evercom's
experience, inventiveness, and customer-focus to work for you with value that goes
beyond the need for an Inmate Telephone System:
WEB PORTAL
The Evercom Web Portal will provide the DOC with the ability to access, share and
review call record detail, commission information, and service request status onlineanywhere and anytime. This means Arizona DOC will have the capability to
continuously monitor and audit commissions and other significant data elements.
Evercom's Portal opens a secure window into a facility's operations, providing
authorized personnel with the access to an array of applications, functions and
modules that are design to aid correctional facilities in maintaining safe and efficient
operations, Whether you need to investigate inmates' potentially fraudulent activities
or require technical support, all functions are available 24 hours a day, 365 days a
year.
RIGHT ON THE MONEY
In addition to the web portal and commission reports, Evercom has implemented a
proactive program intended to assist in illustrating to customers the ability to
account for all call detail records (CDR) from call attempts to all commissioned
CDRs.IUncludes end-to-end process accountability, ensured deployment integrity
and audit accountability.
The program allows administrators to generate monthly reports and proactively track
calling patterns, trends and have full site revenue visibility which includes:
•
CDR Reconciliation (Incomplete, Complete, Free, Visitation, etc.)
•
Revenue Detail (LEC-Billed, Prepaid, Direct)
•
Collect Revenue by Call Type (Local, Intra LATA, InterLATA, Interstate)
•
Incomplete Call Detail (Call Duration Limit Exceeded, Inmate Hung Up, Invalid
.
PIN Entered, etc.)
SYSTEMS/NTEGRATION
With the approval and cooperation of the Department, Evercom will provide
integration to the Department's existing Inmate Management System to help assist in
the elimination of manual processes, such as PIN assignment and transfer between
facilities, and help facilitate an improvement to thetimeframe in which inmates are
ableto contact friends and family members.
\.
)
)
SECURUS~
VALUE-ADDED SERVICES
TECHNOLOGIES
CALL CENTER ACCESS
Evercom's call centers provide a staff of trained professionals, backed by a state-ofthe"art automated call processing system, to assist friends and family with account
'information, maintenance, and funding questions. Evercom's call centers are the
only nationwide customer care centers dedicated solely to the correctional industry.
Evercom will provide a toll free number 800-844-6591 specifically for friends and
families of inmates. These calls will be directed to 350 Evercom Customer Care
Specialists capable of assisting Arizona DOC customers, and all of our
representatives are specifically trained to handle account inquiries that arise in this
very specialized industry. Customer Care Specialists provide callers with all of the
information' necessary in order to have complete control over all of their account
activity. All otour call centers are bench marked with monthly customer satisfaction
ratings, which are measured by our customers (friends and' family members
accepting calls from inmates & Arizona DOC). Friends & family are able to:
-
•
Make payments (Check, Money Order)
•
Confirm per minute rates
•
Obtain information on credit limits
•
Review call durations & history
•
Fund prepaid accounts
•
Learn aboutWestern Union payments
•
Receive notification of new service availability (ex: Secure Instant Mail, Voice
Mail, etc.)
•
Fund trust & commissary accounts
•
Confirm originating facility
•
Review account balances
•
Turn on/off user account notifications
Call Center Access is a standard part of the FUND-ME-NOWr™ enabler suite at no
additional charge to the Arizona DOC.
WEB SITE ACCESS
Evercom's Customer Web Site specializes in assisting friends & family members who
have access t,o the Internet. Accessible via the Correctional Billing Services Web
Portal (https:/twww.correctionalbillingservices.com/), the online site provides access
to, vital customer information 24 hours a day, 7 days a week. Web Site users can also
access ',all of their funding options as well as important facility information at the
touch ola button.
The easy louse Web Site interface ensures secure, intuitive, self-service access for
handling all account needs,including:
• '
Mak~ payments (Check,Credit Card)
)
SECURUS
m
VALUE-ADDED SERVICES
TECHNOLOGIES
,
I
•
Obtain information on credit limits
•
Review call durations & history
•
Fund prepaid accounts
•
Receive notification of new service availability (ex: Voice Mail)
•
Answers to Frequently Asked Questions (FAQs)
•
Learn about Western Union payments
•
Fund trust & commissary accounts
•
Confirm originating facility
•
Review account balances
•
Turn onloff user account notifications
Web Site Access is included as a standar.d part of the FUND-ME-NOWI™ enabler suite
. at no additional charge to the Arizona DOC.
KIOSK ACCESS
Evercom's Kiosk, the Friends & Family Assistance Center™, provides immediate onsite accessat the facility for friends and family to fund accounts and review importJ
faqility information. Placed strategically in facility lobby or visitation area, these e,
to use self~service centers provide immediate access to:
.>
•. Activate and fund new and existing telephone accounts
•
Fund trust & commissary accounts
•
Provide facility policy information
•
Answers to Frequently Asked Questions (FAQs)
In addition, the presence of an on-premise lobby Kiosk provides a convenient po,
into a multitude of future facility capabilities, such as:
•
Information requests
•
Dissemination of virtually any public information content
•
Visitation scheduling
•
Visitation check-in
The extraordinary value of FUND-ME-NOWI™ results from the increase in
communication between the inmate and their friends and family members. This
occurs by increasing payment types and payment avenues, which eases the funding
process oUriends and family members of inmates. This value ultimately benefits the
facility through decreased cost and increased revenue. The FUND-ME-NOWI™ suite
is designed to increase account assistance in four ways:
. L 24X7 .self-service account management & funding via Automated Phone
Access
)
SECURUS'"
TECHNOLOGIES
VALUE-ADDED SERVICES
2. Live assistance from trained Customer Care Specialists via Call Center Access
3. 24X7 self-service account management & funding via Web Site Access
4. On-site self-service account management & funding via Kiosk Access
The entire FUND-ME-NOWI™ suite provides a comprehensive set of funding and
account management channels that is unique in the industry. While other competitors
may offer point solutions, no other competitor is able to offer the breadth of
centralized integrated funding enablers provided by Evercom via Automated Phone
Access, Call.Center Access, Web Site Access and Kiosk Access. Simply stated there is no combined competitive offering comparable in the industry today.
FRIENDS AND FAMIL y ASSISTANCE
Evercom has a comprehensive solution suite providing friends and family of
incarcerated individuals complete assistance with account funding, account
maintenance, and inquiries. Friends and family members are able to make payments
through a wide variety of options: their local telephone companies, Evercom direct
billing, or through Evercom's prepay payment methods. Evercom also partners with
a wide variety of national vendors to· further facilitate transaction funding (i.e.,
Western Union, Ace Cash Express, etc... ) and is open to partnering with other
vendors as well. The goal of our comprehensive set of enablers, FUND-ME-NOWI™ is
to facilitate communication. In order to facilitate communication and provide
conveniences to friends and family members of inmates, it is necessary to maximize
the types of payment methods (personal checks, credit cards, debit cards, money
orders, etc.) and provide the most avenues to accept payments (Western Union, ACE
Cash Express, Kiosks phones, website, etc.).
There is never ~ fee imposed for establishing an account or for funding an account
through a money order or check. To provide alternatives to people who want to
expedite the account funding process without the inconvenience or expense
associated with sending the payment via overnight mail, we propose to offer, with the
Arizona DOC's consent, Voluntary, convenience payment alternatives such as credit
cards, debit cards, Western Union, and ACE Cash Express that do require a payment
convenience fee.
It is Evercom's goal to reduce the burden on Arizona DOC by optimizing the
convenience to· the public, maximizing an inmate's ability to make commissary
purchases,a.nd providing answers to any questions raised by friends and family
members of inmates. Facilities can significantly reduce staff involvement allowin~
Evercom to handle routine questions and issues that arise. The FUND-ME-NOWtT
suite provides a number of self-service and assisted channels for funding accounts
and resolving friends and family issues related to communication$. In addition,
because FUND-ME-NOWt™ enables more calls to connect, revenues to the state will
increase, and costs to the state will decrease. The FUND-ME-NOWI™ solution has
several sources of assistance. They are:
.•
24X7 Automated Phone Access
)
SECURUS
m
)
VALUE-ADDED SERVICES
TECHNOLOGIES
•
"Live Person" Call Center Access
•
Web Site Access
•
Kiosk Access in the lobby of each Reception Center
FUND-ME-NOW™ ensures that friends and family have unlimited access to fund and
maintain accounts in order to ensure their ability to receive inmate communications without consuming limited facility staff resources. Everything in the FUND-MENOWI™ enabler suite focuses on increasing an inmate's chance to successfully
connectand maintain contact with friends and family.
AUTOMATED PHONE ACCESS
Autonlated Phone Access turns any phone into a powerful account maintenance and
funding tool, available 24 hours a day, 7 days a week. This touch-tone controlled
application assists callers with easy access to account funding and informational aid
from any standard telephone. Callers have the ability to dial directly into the system,
where an automated assistant guides them through every step. The system provides
callers with complete self-service control over their accounts, allowing them to:
•
Make payments (Personal Checks or Credit Cards)
•
Confirm per minute rates on phone calls
•
Obtain billing information
•
Review call durations & history
•
Fund prepaid phone accounts
•
Provide Western Union payment information
•
Receive notification of new service availability (ex: Secure Instant Mail, Voice
Mail)
•
Fund trust & commissary accounts
•
Confirm originating facility
•
Review account balances
•
Turn on/off·user account notifications
Automated Phone Access is a standard part of the FUND-ME-NOWI™ enabler suite at
no charge to Arizona DOC;
FRA UD PREVENTION
Evercom will provide an experienced, dedicated fraud management team that will
<;on~istently monitor trends in Inmate Calling within the State of Arizona and
nationally, included, but not limited to, Remote Call Forwarding, Three Way Calling,
and advances in telecommunications technologies.
)
SECURUS'"
)
VALUE-ADDED SERVICES
TECHNOLOGIES
3- WA Y CALLING DETECTION ENHANCEMENT
Beyond providing 3-way call detection that is by far the most accurate in the industry,
Evercom will provide the Department with the ability to adjust 3-way Call Detection to
a single PIN or phone number. The system will allow for the Department to choose
which numbers or .PINs need to be disconnected or noted as three way calls, thus
allowing for the Department to take advantage of investigative benefits of certain 3way cal.ls by not automatically terminating the call.
CRIME TIP HOTLINE
SEC(}RUS Crime Tip feature provides a secure avenue for an inmate informant to
securely and safely share information with law enforcement and investigative
personnel without leaving his cell.
ELECTRONIC DRAGNET
E;lectronic Dragnet is a suite of integratea web applications and services designed to
help investigators and other law enforcement officials efficiently analyze and process
data such as criminal records, phone records, and visitation records.
SCAN PATROL
This exclusive Evercom feature allows an investigator to listen to acustomizable
number of seconds of a call in progress and then moves on to the next call,
bypassing any inactive line. This feature enables an investigator to efficiently sample
calls. without the burden of manually selecting each individual call, thus allowing an
investigator to perform other functions while monitoring the System. When the
investigator hears something in a conversation that is of interest, he or she just clicks
011 the call in progress to move it into full time monitoring mode. Further, facility
personnel can forward a live call to an outside number for monitoring without alerting
the inmate or called party.
. COVERT ALERT
Providing real-time mobility to enhance investigator efficiency, Covert Alert is an
integrated IPS feature that enables automated remote forwarding of flagged inmate
calls to an investigators' telephone for remote monitoring-no matter where the
investigator is located. This feature will allow your facility's investigators to "multitask", even off-site, without the risk of missing important investigative information.
This mobility means increased productivity and greater operating efficiencies for the
Arizona DOC.
SECURE CONNECT NETWORK
As presented during our May 18 demonstration, SECURUS has the distinct advantage
ofbeing the manufacturer of the current platform installed throughout the AZ DOC as
well as the manufacturer of the .Secure Call Network proposed in our offer. As the
manufacturer of both platforms, SECURUS can insure a smooth transition in
maintaining. and importing inmate profile information from the current P-III platform
into the SECURUS Secure Connect Network (SCN) with little to no impact in inmate
telephone calling privileges.
)
SEGURUS
m
)
VALUE-ADDED SERVICES
TECHNOLOGIES
SECURUS has a significant amount of experience spanning two decades of installing
inmate telephone systems in a Department of Corrections environment. During the
installation of each institution, SECURUS will work closely with the exiting contracted
vendor and the AZ DOC to convert all telephones to the new services in a secure and
. timely manor. It is our intent to install the new telephone sets on the current vendor's
service, provision and test SCN voice services at each institution, import all inmate
profile information and then move cable connections from old to new services. Once
all services at an Institution are cutover fo SeN, a technician will be required to enter
each location in which an inmate telephone is installed to conduct a final test as well
as recaffirm location of the station set.
While traditional inmate calling systems require a significant amount of physical
space for hardware accommodation, the SECURUS SCN is able to service a facility
(and in certain circumstances multiple facilities) from a single 4' Rack of equipment.
For future expansions and additiOns to the inmate calling system, the simple addition
of an additional Integrated Access Device (lAD) is most often all that is needed. The
open architecture olSCN is designed to accommodate the facility's needs rather than
requiring the. facility to adapt to the inmate calling system's functionality.
With the SECURUS SCN system, the chance of total system failure is essentially
eliminated because in the event that anyone component fails, the system will
automatically switch to another, properly functioning component - in most cases with
no disruption to service.
The SECURUS SCN is a centralized processor located in a Class IV Disaster Resistant
Carrier Class Data Center that is managed under the direct supervision and
immediate hands-on maintenance of data center personnel.
ihe fail safes built in to the SCN effectively prevent loss of data and system downtime
because all of the data is stored in an offsite, centralized database and backed up at
mliltipIe locations. Because the system is web-based, the data can be accessed at
any location with an internet connection, and SECURUS' Secure Connect
Architecture maintains the system at the highest level of operability. SECURUS
proactively identifies potential system and network abnormalities through our
centralized suite of diagnostic applications called Sentinel. Sentinel continuously
monitors your hardware, software, and system performance from our operations
center in Dallas, Texas. This allows. our dedicated personnel to diagnose and resolve
issues on your system, often before you notice a problem yourself.
. The infrastructure supporting the SCN was built from conception with high
availability and full redundancy as part of the vision. Each device (routers, switches,
servers, SAN, power, circuits, etc.) within the infrastructure. is both fault-tolerant
(down to the componentlevel) and physically redundant with automatic fail-over. As
an example, our routers and servers have dual CPUs, NICs, power supplies, and A &
power feeds. The telecommunications circuits provided by our Telco Carriers
feeding. the network are both redundant and diverse.
a
)
SECURUS
)
rn
VALUE-ADDED SERVICES
TECHNOLOGIES
(, '
Arizona DOC
seN Network
FrilJllds and
Faml1y
jnmaleGaIl
Con!rol and
fWeord!ng
Serv~rs
LQad Balancer
Load Ba!lIncer
~-1!11
A7.DOC
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AZOOC
Cort(l()UOOal
Facility
AZDOC
Correallonal
Fadlfty
bur centralized solution provides an advanced method of aggregating data and
providing centralized management of a large system with many remote satellite sites.
Each remote site is connected to a central site using MPLS (Multi Protocol Label
Switching) r-1's forl(oice and data providing centralized management of user
profiles. New or updated user profiles and system configuration data are archived at
the central siteforcentralized management. Remote users have the ability to login to
the centralized site when necessary to operate the system, change system
configuration,troupleshoot, and retrieve data. The System security features at the
central site strictly control this operation. System operators must have a security
clearance based on passwords, user~IOs, and security levels to gain access to any
individual features of the System. All changes to configuration are tracked based
upon users' profiles and managed through levels of security access.
)
SECURUS"'
)
VALUE-ADDED SERVICES
TECHNOLOGIES
DATA SECURITY
Evercom provides a Centralized System Database engineered with redundancy and
disaster recovery planning to prevent downtime and loss of data. All recorded
cOllversations, call detail records and inmate profile information will be written to two
separate Storage Area Networks (SAN) located in the main data center in Allen, TX. In
additio.n to the centralized storage redundancy, all data will then be replicated to the
secondary dl\ta center in Atlanta, GA, providing disaster recovery in the unlikely
event the Allen data center becomes inoperable.
Each data center is comprised of two fully .redundant systems, each with its own
circuit feed, its own physical racks, redundant communication, redundant termination
carriers,and redundant A&B power with UPS and generator backup. The physical
storage itself is also advanced; the data is stored by SAN,archives are accessed by
robotic tape, and the data centers are connected to one another by an Optical Carrier
N!i!tworkRing. Additionally, the system features full state awareness with the ability
to fail· over to the backup data cente( if necessary without dropping the call in
progress or loss of data retention.
VOICE BIOMETRICS
The Evercom IPS has the ability to utilize the Voice Biometrics Inmate
Telecommunications Identification Service. It is a powerful method of biometric
authentication of a person's identity. Compared to other biometric techniques, it is
quick, non-intrusive and cost-effective. Voice biometrics is based on the fact that
each person's voice contains a unique signature, which can be accurately validated
and cannot be imitated.
.
The voice biometrics system has been deployed for over five (5) years in AZ DOC
facilities as well as other Local, County, and State correctional institutions identifying
0.ver50,OOO inmates a day. This gives. voice biometrics the advantage of being the
only and largest deployed Inmate Identification Service in use. The system works
with existing inmate telephone hardware negating the need for expensive and
potentially breakable alternatives. This eliminates the need to monitor screens or
maintain other biometric equipment damaged by the inmate population. Voice
biometrics technology is a proactive security system and works without human
involvement. Voice biometrics makes it practical for all correctional facilities to
assign PIN numbers to inmates. Currently, in high turnover institutions the cost and
effort required to administer PIN "calling lists" for all inmates is often too great. In
facilities. that do have "calling lists", the ability to eliminate those lists will have a
.positiveimpact on the number of calls from the facility which will increase the
rellenueto that facility. Since the system will identify the caller, the facility can trace
all caUsmade from an .inmate or specific telephone. This will allow the facility to
investigate those individuals making fraudulent or harassing calls, and eliminating
the need for "calling lists".
When an inmate is booked into a facility, he/she will enroll by being asked to say
his/her name into a preprogrammed phone, four times. This process takes one minute
or.1ells. A supervised enrollment of the initial inmate voice prillt insures the
protection against fraud and manipulation by inmates. These repeated utterances of
become
for the inmate's
When
)
)
SECURUS~
VALUE-ADDED SERVICES
TECHNOLOGIES
,"
inmate wishes to place a call from within the facility, they must first key in a PIN.
These PIN numbers can be setup to auto generate from the IPS platform. The system
will prompt the inmate to say their name. Once approved, which takes less than a
second, the inmate can continue to place the call. If the verification is not approved,
the inmate will receive a message stating that the voice was not verified and the call
will end,forcing the inmate to start a new, fully-controlled call.
Voice Biometrics Administrative Tools will allow officers the ability to search and
listen to each caller's voice utterance. Investigators will have the tools needed to
trace those inmates willfully trying to commit fraud or harassment from within the
~il~
,
~
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Figure: SECUREvbice™ includes a user-friendly, easy to use interface.
Evercom, has been successfully providing voice verification services to facilities in
the USA and Canada for several years. With over 80 facilities currently utilizing our
biom,etric voice verification services, our programs have a record of accomplishment
in facilities of all sizes.
LANGUAGES
In addition to English and Spanish, Evercom's system is capable of providing voice
prompts including but not limited to the following languages:
•
•
•
•
Russian
Tagalog
Vietnamese
P()rtuguese
•
•
•
•
Laotian
Chinese
Japanese
Navajo
• Korean
• French Haitian Creole
Additionally, EVercom will commit to working with the Department to adapt to other
languages that may be required to meet an ever-changing demographic.
)
rn
SECURUS
TECHNOLOGIES
)
VALUE-ADDED SERVICES
;< .
:,-
INMA TE AND FACILITY ASSISTANCE JOB FINDERTM
A problem that affects all correctional facilities including those in the Arizona
Department of Corrections is recidivism. There is a significant cost associated with
housing and rehabilitating individuals who are incarcerated. The State of Arizona is
actively pursuing ways to address the problem which affects the heart of their
operation .
. National studies have found that after one year of release, up to 60% of former
inmates do not gain employment. A large percentage of inmates are arrested again
during the first year of release. Inmates who have jobs while incarcerated are 33%
less likely to return to prison. This number increases by up to 20% if the inmate has a
job when released.
Evercom SOLUTION
Evercom'sJob Finderisa program in which individual inmate information is entered
Into a database that will maximize an inmate's potential to gain successful
employment after rehabilitation. Employers and staffing agencies use personalized
information to choose individuals that qualify for employment opportunities within a
community. This program will maximize employment opportunities for inmates by
matching the inmate'semploymenf history with staffing agency and community
need::;. Simply put, Job FinderTM will lOwer recidivism, improve rehabilitation, assist
)
SECURUS'"
)
VALUE-ADDED SERVICES
TECHNOLOGIES
with community relations and will become the integral tool of a model transition
process.
HOWITWORKS
1. Inll1ateenters information into a secure workstation provided at no cost
2. Resume Wizard will create a resume from inmate entered information
3. Inmates will utilize all tools to increase probability of hire
4. Inmates will search jobs that are appropriate to their skills
5.. Employers will search for inmates with appropriate skill sets
6. Inmates apply for jobs & employers request contact upon release
7. Employers will register, post jobs, and scan applications at zero cost
8. Evercom will research & process tax credits automatically for all agencies who
employ.inmates
PROGRAM BENEFITS to the FACILITY
(
•
Reduced cost through recidivism reduction
•
Positive community public relations
•
Provide additional investigative & parole information
•
Improve the facilities employment information collection and job search
process
•
Increase the number of inmate employment applicants at each facility
•
Increase the number of inmates who are employed after incarceration
•
Decrease the time period for inmates to gain employment (measured from
release date)
•
ror each inmate employed, increase the average length of first employment.
•
Track and compare re-entry employment at similar Evercom contracting
facilities (clients that are participating versus non-participating).
Value to Employer
•
'1TIll1ediate Source of Qualified Job Applicants
•
National Marketing Tool .
•
Grow Employer Client Base (new business)
• . Tax Incentives
•
.National I Regional I State search capabilities
Value to.lnmate
•
Faster Job Placement
•
Increased Probability of Hire
)
flit> SECURUS
-.
_
rn
TECHNOLOGIES
)
VALUE-ADDED SERVICES
Product Cost
•
This program is provided at no cost to the Arizona DOC
VOICE MAIL
Evercom's Voicemail is an industry-unique and patented form of secure, two-way
communication that is used to facilitate communications between inmates and their
friends and families while maintaining the security of these communications to the
Department.
Friends and families may establish a voicemail account through Customer Care. This
account is the same prepaid collect account used to fund voice calls and can be used
for either voice calls or voicemail calls. The voicemail mailbox ID is determined by
the inmate in conjunction with their friends and families. All messages are subject to
monitoring and recording.
Account holders call a special toll free number to access the voicemail platform. The
system will prompt the caller for their account/phone number and mailbox ID. Once
the number combinations are validated by the system, the system will prompt the
caller to record a message. Once the message is recorded, the friend or family
member can record an additional message for this ID or another ID associated with
his or her account.
When the inmate calls the friend or family member's phone number, if there is a
message associated with .that phone number, the system will ask the inmate if he
wants to listen to the message. If he presses a digit indicating that he does, the
. system will prompt him for his mailbox ID. If his mailbox to is valid, the message will
play to the· inmate. If authorized by the prepaid collect account holder (friend and
family member), the inmate may send a reply message to the caller who would be
automatically notified by the system that a message is waiting.
If authorized by the prepaid collect account holder, when an inmate attempts to call
the friend or family member, and the inmate receives a busy/no answer, the inmate
. will be given an opportunity to leave a voicemail message, and the system would
automatically notify the account holder that a message is available later that day.
The friends or family member's account is charged 50¢ per each one minute
voicemail. The account is only charged when a inmate accesses a message, replies to
a message, or leaves a message due to a busy/no answer condition.
SJ;CURE INSTANT MAIL
EvercomSecure Instant MaiFM (SIM) offers an independent, fully controlled,
l;ilectronic mail communication between the inmates and their families and friends
while providing correctional facilities with an array of investigative tools to inhibit
inmates' illegal activities, and the influx of contraband into Department facilities
helping to ensure public and Department staff safety.
Further, SIM retains
sophisticated layers of security. to protect the integrity of these correspondences as
investigative tools.
)
SECURUS
rn
)
VALUE-ADDED SERVICES
TECHNOLOGr~S
i·
l
. Secure Instant Mail is integrated with our Inmate Telephone System, thus providing
Department's authorized personnel with the vast array of information readily available
through the single entry point of Graphical User Interface (GUI).
Text only e-messages coming to authorized inmates
within .a correctional facility are created and sent by
any individual from any personal computer after
sender's identifying information is authenticated
during an initial enrollment process. Facility
personnel with proper authorization may access
identifying information on the party sending the
correspondence, which allows the Department
quality investigative information.
These correspondences are securely stored on the
Secure Instant Mail server until they are downloaded,
automatically sorted and printed upon review of the
correctional staff on the dedicated terminal provided
to each of the Department's correctional facility's
mailroom.lnmates then receive a hard copy of
approved
correspondences,
thus
eliminating
individual
assessment
of
each
individual
correspondence for contraband.
With Department's approval, an inmate may write a
return letter to the sender. Return letters are
scanned into the system and automatically routed to
originator. All incoming and outgoing e-messaging
letters are digitally recorded, catalogued, stored and
available to the Department for investigative review
at any time.
To. further enhance correctional personnel investigative abilities, Secure Instant
MajITM automatically scans these correspondences and highlights any key words
monitored by investigators through a customizable list of key words. Additionally, the
application transliterates e-messages from twelve foreign languages into English, a
powerful tool to aid correctional personnel to deal with Arizona's diverse inmate
population. A listing of the available languages is provided below.
Arabic
Chinese
. Dutch
French
German
Italian
Japanese
Korean
Portuguese
'Rus'sian
Spanish
Swedish
English
)
)
;
SECURUS
n
VALUE-ADDED SERVICES
,
TECHNOLOGIES
To reduce Department Staff's manual labor hours and to increase operational
efficiency, the Secure Instant MajITM application provides inmates'families and
friends with the option to electronically fund inmates' trust fund accounts. This
feature is available at no additional cost, should the Department elect to enable.it.
All costs.involved with Secure Instant Mail T '" application will be borne by the inmates'
families and friends that set up an account to use the feature. Rates are determined
based on Evercom'sfull commitment to provide affordable communication to the
family and friends of inmates.
Secure Instant Mail is extremely user friendly and provides easy access to AZ DOC
personnel to SIM's investigative benefits. A detailed illustration flow chart on the
manner in which Secure Instant Mail is utilized is outlined below.
SECURE INSTANT MAIL PROCESS FLOW
Friends & Family View
1.
2.
3.
4.
5.
6.
7.
8.
Account Enrollment
Choose Facility
Choose Inmate
Compose/Complete Letter
Prepay Inmate reply (option)
Add money to inmate account (option)
Transaction confirmation
Account debited
1·8
F&F retrieves replies
Facility View
g.Retrieve new or old message (daily)
10. Accept, reject, lIag, or hold message (daily)
11. View inmate_histories (as needed)
12. View group histories (as needed)
13. Transliterate messages to English (as needed)
14. Add wordspotting lists (as needed)
15. Print and deliver messages (daily)
16. Prinl and deliver reply pages (daily)
17. Collect and scan replay pages (daily)
9·14
17
16
FRIENDS AND FAMILY VIEW.
Inmates' friends and families can set up a Secure Instant Mail account by going to
Evercom's website: wwwAinmates.com
During the Enrollment Process Friends and Family (friends and families) provide the
following personal information:
.
)
)
VALUE-ADDED SERVICES
TECHNOLOGIES
(
•
•
•
•
Address.
•
E-mail Address.
•
Password to be used to
log in to the Evercom's
secure website.
•
Credit Card information
to fund a Secure Instant
Mail account.
First Name.
Last Name.
Phone number.
,.1
SE~OMONI:'f,
I
_
Evercom
and
its
partner,
VeriSign, verify an individual's
information andestabJish a new
account
that
is
instantly
available to the friends and
families for use; The sender'semail address, used by the
application as User ID, andhis/her Password are not only uSed to log into the
website, but to permanently identify a sender as welt Authorized facility personnel
will be permitted to access this person for investigative purposes as necessary.
After a neW.account is established and funded, the sender is asked to choose a
Correctional Facility from a simple drop down list and to provide inmate's
information, such a s : , '
•
First Name.
•
Last Name
•
Department's ID
number.
•
Housing Assignment
(where appropriate
and desired by the
Department) •.
.!
.!
The sender is then prompted
to compose an e-message
using standard characters to
avoid sendil1gcustom gang
symbols.
For
security
reasons, text only messages
are allowed. .
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SECURUS'"
VALUE-ADDED SERVICES
TECHNOLOGIES
To provide an automated efficiency and to
help encourage contacts between inmates
and their friends and families, the
Department may benefit from an additional
value-added feature that. will be made
available to Arizona DOC. This feature
provides the sender with an opportunity to
fund an inmate's trust account and/or
prepay a reply letter from the inmate.
If the Mail Reply Option is chosen, the
sender .is prompted to prepay the reply.
Conditional on the Department staff~s
approval or rejection of the Reply Mail
request, an additional blank page(s)
containing computer code are printed and
delivered to inmate along with the printed original letter composed by the Sender.
The inmate, using a pen or pencil, writes a reply on a return page(s) which is then
scanned by Department personnel on a scanner that is provided to the Correctional
Facility. This scanner automaticallyli,"-<:V'I'!J!I<_~~' E::'~_"J!'':'''!.~_:u t\'~_,_. ' C ' - ' _L,_"l.L,j""",
•
.~:~il~1'-'~""'Mi.tI<MIlI"''''
~~.~;j~~,
scans both sides and automatically ".... ''-" 4'
~ "~"~ ,,~,~.i"'i,'i';";;;,'''''Y~,*,,:{'''''';'\''''
routes the Reply Mail back to the
Sender based on the computer
I!;j) SEGU~1L~ ,,:
:,
'
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code described above.
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J
After the sender is finished
composing a letter and funding the
inmate's trust fund account, the
Secure Instant Mail application
provides a Summary of the
Transaction. ,Once the transaction
is authorized, the sender is
provided with the transaction
confirmation number and printed
receipt.
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Then, the sender's account is
debited, the e-message Is encrypted and sent to the Secure Instant Mail server for
further review and clearance by authorized Department staff. All correspondences are
viewed at a dedicated mail computer terminal provided by Evercom. All transaction
details, incoming and outgoing text messages are stored for the term of the contract
and are available to the Department at any time;
)
)
SECURUS~
VALUE-ADDED SERVICES
TECHNOLOGIES
(
FACILITY VIEW- HOW TO PROCESS MAIL.
Using client Mail Terminal, Correctional Facility's authorized personnel can login into
the Secure Instant Man application by providing a user ID and Password.
f'¥§1
Department staff can set up the
application
to
process
mail
automatically
based
on
Correcti.onal
Facility
rules,
regulations, and policies and can
set
up
an
application
to
automatically Accept, Print, Reject,
Flag or Hold messages based on
Sender's Name, inmate's Name,
inmate's Group Name to which an
inmate belongs to, and Monitored
KeyWords.
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Any e-messages that are not wiWii,:Z;i:bWrt$Miifi4iF "1"- ;"~:"'.
lin -"-l--J;i,o~.'~ :;:'i~
accepted and printed automatically
are stored in the Hold or Reject piles. E-messages in the Hold pile are viewed or
printed by investigators to further determine if the mail could be delivered to inmates.
Authorized personnel can reassign ane-message status essentially moving it from
Reject to Hold to Accept piles and vice versa. For any rejected e-messages, the
application automatically generates a Denied Mail Form, printed copy of which is
given to inmate, and an e-mail sent to Sender providing him/her with the reason emessage was rejected. List of Rejection Reasons are fully customizable to conform to
the Department's rules and procedures.
of
Authorized
Department
Corrections
personnel
can
Retrieve,Accept, Hold, Flag or
Reject new or old messages. An
authorized USer may view inmate
History, Group History or view all
messages from a particular
sender, to a particular inmate, or
to a particular group(s).
s.n.u.'r.,ImoIop.,
IfOTUlCATION orDUIIlD MAlL
• !a Dismp«II ••!tD"
.0 Crun sp>tdI""IMI .... ro&
• 0l.D;mMcopi.. "'tcoom.re.ll!f;olmall
• !aPIwJb,,,,tMI,..InWlililnofflcililynlot
•
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In addition to processing man, the
Department is provided with an
array
of
tools
to
allow
performance of the following
investigative features:
DATA MINING.
Statistical data illustrating mail patterns for each inmate within a Department Facility.
SIM allows authorized personnel to view and analyze all pending, accepted, rejected,
held messages, unique senders, assigned alerts/key words for each inmate.
)
SECURUS"'
)
VALUE-ADDED SERVICES
TECHNOLOGIES
MAIL ROOM PERFORMANCE STATISTICS.
Provides statistical performance tracking within a chosen date range on all staff
members performing these functions within a Department Facility:
Total messages and pages processed.
Accepted, Rejected, Held messages and pages processed.
•
Manage filters/key words. Message flagging. Automatic notification of certain
flagged communication.
•
Add or remove monitored key words for entire Correctional Facility, a specific
Group, or even a specific inmate.
•
Application automatically notifies Correctional Facility personnel when certain
monitored communication occurs.
•
A default list of Key Words comes-with the Secure Instant Mail application and
can be cust.omized.
MANAGE INMATES' GROUPS
To further.assist the Department's quest to ensure public and Department's staff
safety and to help combat numerous gangs and other Security Threat Groups (SGT),
. Secure Instant Mail application provides the ability to group inmates based on certain
criteria, such as, for instance, gang members, terrorists, sexual predators etc. All
incoming mail to the members of any particular grolJPcan be placed on Hold pile to
be analyzed, transliterated, and/or keyword-searched before inmates can receive.
Additionally, this e-message may be emailed to an investigator to alert them to the
presence of these valuable information-gathering opportunities as soon as possible.
TRANSLITERATION
As previously stated, the Secure Instant Mail application provides a word-by-word
transliteration of e-messages written on one of twelve foreign languages. All
monitored key words will be highlighted for the investigators'fast review. Printed
inmates'copiesof these e-messages written in foreign languages will not contain any
highlighting. This patented feature provides a powerful tool to deal with Arizona's
diverse inmate population. It also allows the Department to optimize its "Outside
Translation Agency" budget. Languages that may be translated are Arabic, Chinese,
Dutch, French, Spanish, German, Italian, Japanese, Korean, Portuguese, Russian, and
Swedish.
.
INMATES' TRUST FUND ACCOUNT FUNDING
.. Secure Instant Mail application provides friends and families with an ability to fund
inmates' trust fund accounts at the same time e-messages are composed. The
application debits the funds from the friends and families e-mail account and deposit
money electronically into the inmate's trust fund accounts.
Department staff, while processing friends and families' e-messages, has an option to
process "All Electronic Funds Transfer (EFT) or pick and choose any Pending
Electronic .Funds Transfers (EFTs).
)
SECURUS
m
)
VALUE-ADDED SERVICES
TECHNOLOGIES
This feature will significantly lower the amount of manually-handled money orders or
checks allowing the Department to benefit from the operating efficiencies of handling
them,
INTERNAL COMMUNICATION
Wardens and other authorized personnel may use Secure Instant Mail application to
communicate with the inmates. Whether it is notices tothe inmates or other types of
information needed to be passed to the inmates through the application, it is quick,
secure and efficient.
)
(
)
)
lID SECURUS
-
_
m
)
FUTURE ENHANCEMENTS
TECHNOLOGIES
iF.Q'1'u,~g~.N.~ANG~M!:N+$·
Please include future enhancements to the Inmate Phone System as part of the proposal.
Evercom has a history of leading the industry in predicting and creating relevant
applications as our customers need them. Our Research and
Development/Information Technology team includes over 100 professionals
dedicated to designing features and functionalities that help correctional facilities
create new revenue, decrease costs, engender better community relations, increase
safety, and fight crime.
With our IPS technology, updates and enhancements are downloaded instantly to all
customers, without the need to upgrade individual machines on-site. Working
directly with Evercom, Arizona DOC will have the opportunity to influence future
enhancements and fine tune them to your needs. Some examples of pending
applications are described below.
INTEGRA TlON WITH INMA TE MANAGEMENT AND COMMISSARY
SECURUS recognizes that there are benefits to be gained through integration with
other technology companies, and we have successfully integrated with dozens of
applications in support of hundreds of customers. lhese applications include Inmate
Man;igement Systems and Commissary companies. This effort has eliminated
manual processes and replaced them with automated capabilities, improving staff
morale and efficiency.
(
With the approval and cooperation of the Department, SECURUS will provide
integration to the Department's existing Inmate Management System to help assist in .
the elimination of manual processes, such as PIN assignment and transfer, improve
efficiencies in the Department processes, and help facilitate an improvement to the
timeframe in which inmates are able to contact friends and family members.
ARMORED PCS FOR INMATES
As an option to the DOC, SECURUS working with AZ DOC staff would jointly develop
a planon providing armored PCs, to be located in lower classification inmate living
units, that could oe used for commissary inquiries and orders, secure inmate email,
and AZ DOC administrative forms other functions. These PCs would allow the
inmatestoself-serve, reducing administrative duties for the DOC staff.
RFID
. largeted at ongoing facility activity, SECURUS' Radio Frequency Identification
system is designed to track detainee activity throughout the facility.
•
RFID provides the benefits of Biometrics without the fraud associated with
PINS
•
RFID is an efficient way of validating detainee identities in multiple areas.
RFID bracelets can be used to identify the caller at the initiation of a call and to reverify the caller's identity throughout the call. The RFID-enabled detainee telephone
simply requires that the detainee wave their wristband in front the telephone in order
to make a call.
.,
)
SECURUS
m
)
FUTURE ENHANCEMENTS
TECHNOLOGIES
•
Identification of the detainee making the call
•
Disallowing the detainee from calling certain numbers
•
Providing the detainee general information about the facility, as well as
information specific to the detainee
•
Allowing the detainee to engage in certain business processes through the
. telephone (commissary balance checking, commissary ordering and making
calls using their trust fund).'
3-D FACIAL
RECOGNITION.
3-D facialidentification is the ultimate in facial recognition technology, assuring a
.positive identification level that is far above standard facial recognition programs.
Facilities are well aware of the. liability involved in releasing the wrong detainee into
the local community. Assuring that a positive identity can be made at booking and
confirmed at release is of theutmosfimportance.
•
SECURUS' 3-D Facial Biometrics system photographs a detainee's face
checking in or out of the facility and builds "a geometry" of that face into a
three-dimensional image
•
When a detainee is booked into jail, he or she is photographed in an
"enrollment station" and that image is stored in a database along with a name
and an identification number. This process takes about 45 seconds
•
Upon release,the detainee is photographed again and a comparison is done
between thefile information and photograph and the current information and
Photograph
•
The system compares the 3-D images, which can be rotated to provide any
view ofthe face desired, flashing a green "access granted" sign if the faces
match up and a red "access denied" sign if they don't
•
The. "one-to-one comparison" process is one of the "easiest" ways to quickly
confirm identities
)
(
,
.
)
)
SECURUS~
FRIENDS AND FAMILY CUSTOMER CARE
CENTER
TECHNOLOGIES
.--. <
Scope of Work, Paragraph 2.6.7.1, Inmate Telephone Systems and Services, please respond
and reiterate the Friends and Family Customer Care Center.
2.6.7.1 Experience inthis category includes design and implementation of inmate phone
systems, billing/payments, customer relations, management of subcontractors,
maintenance/repair/troubleshooting, and monitoring/recording integration.
CALL CENTERAcCESS
Evercom call centers provide a staff of trained professionals, backed by a state-ofthe"art automated call processing system, to assist friends and family with account
information, maintenance, and funding -questions. Evercom's call centers are the
only hationwide customer care centers dedicated solely to the correctional industry.
provide
a
toll
free
number
800-844-6591
and
web
site
Evercom
customerservice@correctionalbillingservices.net specifically for friends and families
of inmates. These calls will be directed to the Customer, Care Call Center
representatives; the 350 Evercom Customer Care Specialists will be capable of
assisting Arizona DOC customers, and all of our representatives are specifically
trained to handle account inquiries that arise in this very specialized industry.
Customer Care Specialists provide callers with all of the information necessary in
order to have complete control over all of their account activity. All of our call
centers are benchmarked with monthly customer satisfaction ratings, which are
measured by our customers (friends and family members accepting calls from
inmates & Arizona DOC).
-~
.
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SUndayarld/lutom.\ted-,..,I,tant'"Hhoul. a day, 7 daV" w•• ~.
~r;r.;:;~tio;:'~~~-~;''';'=~~:~:~~''rt ~".phon~ "'-"'!b~r
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SECURUS~
TECHNOLOGIES
)
FRIENDS AND FAMILY CUSTOMER CARE
CENTER
Friends & family are able to:
•
Make payments (Check, Money Order)
•
Confirm per minute rates
•
Obtain information on credit limits
•
Review call durations & history
•
Fund prepaid accounts
•
Learn about Western Union payments
•
Receive notification of new service availability (ex: Secure Instant Mail, Voice
Mail, etc.)
•
Fund trust & commissary accounts
•
Confirm originating facility
•
Review account balances
•
Turn on/off user account notifications
Call Center Escalation numbers for direct supervisor access for facility personnel is
available to the Arizona DOC besides direct web access
customerservice@correctionalbillingservices.net.
In addition, the Account Manager and Area Service Manager are available for issues
that need to be escalated.
Evercom has an organizational structure designed to provide efficient delivery of
services and products to our customers. The following are unique departments a n d ,
their primary responsibility in delivering outstanding service to our customers:
c
Department
Role
Field Operations
Engineering
Installation
Service Center
Network Operations Center
Customer Billing Services
Administrative Services
Billing Operations
Product Managernent
Applications Development
Quality Assurance
Research and Development
Accounting and Finance
Human Resources
Purchasing
Legal
Regulatory
Customer Satisfaction
Maintenance of Equipment and Networks
Designs Customer Specific Systems
Installs New Systems
Trouble Reporting and Resolution
Network Monitoring and Trouble Resolution
Account interface for Friends and Families
Provides Administrative Assistance to Facilities
Manages tile Billing/Accoun!Validation Process
ProductLifecycle Management
Creation of Software and Telephony Programs
Application and hardware testing
Scientific Innovation Applied to Products
Financial Integrity
Altractingand Retaining High Quality People
Supplier Identification and Order Fulfillment
Contract and Corporate Compliance
Compliance with local, state and federal regulations
Obtains Customer Feedback via Surveys
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SECURUS'"
TECHNOLOGIES
Sales
Marketing
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FRIENDS AND FAMILY CUSTOMER CARE
CENTER
Customer Communications
Product and Corporate Promotion
The most important aspect of our organization structure as presented below is that
each of these departments is committed to providing the administrative structure that
interfaces with our accounts, The key person in our administrative structure will be
Kevin Collins, the Account Manger for your account. The Account Manager is your
single point of contact for all issues relating to services and products provided by
Evercom. For the AZ DOC, the Account Manager will be dedicated to your account
and will be assisted by John Jacoby, Regional Service Manager for the past 10 years,
IClcatedin Tucson, and dedicated to provisions of services to the AZ DOC. From an
administrative perspective, the AZ DOC will also be in contact with our service center,
24 hours a day, 7 daysa week, to
problems at your sites.
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SECURUS'"
TECHNOLOGI~S
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FRIENDS AND FAMILY CUSTOMER CARE
CENTER
Evercom has a proven track record of successful system installations, and y()u can
count on our experienced implementation team to provide a seamless transition to
the Evercom IPS based on thousands of previous successful implementations.
Evercom recognizes that each implementation is unique and routinely prepares for all
scenarios. Upon system transition, the daily management of the Department will shift
from the project manager to our local service and management team as well as our
National Service Center (NSC) for technical support and Correctional Billing Services
(CBS) for end user support. These teams will operate with oversight from a dedicated
IPS System Administrator and Service Manager who will continuously monitor
service and operational compliance with our Agreement. In addition to these levels of
support, all of our customers receive escalation lists with full contact information for
accessing all levels of management if necessary. As Evercom is offering a true,
turnkey solution for this proposal, one call will drive a swift response to any service
· request with the ability to escalate resolutions quickly when necessary.
While forty (40%) percent of our service tickets are self-generated via our system
monitoring software, remaining issues are generated via direct customer contact or
throligh a request by our own field and management personnel. Should a facility
require a service visit that is outside the scope of routine Department required visits,
a ticket will be opened to track the event and allow for further analysis of any system
issues and/or performance. Information on the issue will be gathered by the certified
technician to ensure our response is commensurate and appropriate with the service
event, Diagnosis of the event will determine whether the request or repair can be
performed remotely or if on site trouble shooting assistance with our local field
technical force working in conjunction with our NSC is necessary. All service events,
whether resolved remotely or via on-site visits, are tracked, and our customers are
given the ability to provide feedback to us on how we have performed and if we have
meUheir expectations. Further, the service event will be assessed to avoid repetitive
serviCe issues that may indicate a system deficiency issue or fraudulent activity.
When not responding to service requests from facilities, our certified field technical
force will proactively perform routine preventative maintenance on your telephones
;!nd system to ensure compliance with our response. In addition to verifying that the
physical telephone equipment is in clean and proper working order, our technicians
will place test calls to verify audio clarity, proper call branding and cost rating as well
•as system functionality. Upon completing each visit, the technician will verify with the
on site contact that we are meeting the facilities' service expectations and report any
outstanding action items to the dedicated System Administrator for follow up.
Y()ur dedicated System Administrator will oversee all aspects of the daily operation of
our proposed technologies, including operations and commissioning as well as
acting as a single pOint of contact for any inquiries or needs from the Department.
This support will cover all requirements of our proposal as well as offering an
ongoing conduit for updates on Ol,lr technologies under devel()pment or any
technology or operational challenges faced by the Department with which we can
· assist. It is our desire that our provided System Administrator act as an employee of
the DeP!lrtment with your needs and concerns driving their daily tasks.
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SECURUS~
TECHNOLOGIES
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FRIENDS AND FAMILY CUSTOMER CARE
CENTER
Throughout our daily service, maintenance and monitoring activities, our
administrative and management personnel are measuring performance and customer
feedback through our established channelsto drive organizational change through
technology and internal training and development. Customer feedback is utilized to
quantify our success and challenges on both a national scale as well as at an
individual customer level. We never assume we are meeting our customer's
expectations, choosing rather to ask for feedback and act upon that input to improve
our service. Evercom welcomes the accountability that comes with being a provider
of communications technologies to Correctiona.1 facilities and feels our proven track
record and establiShed personnel and technical infrastructure meet the level of
service commitment required to .exceed the expectations set forth by the Department.
We believe that our business retains thre_e customers that are vital to our success.
The first and foremost customer is the State and its need to ensure public safety
while enabling inmates to communicate with friends and family. We sincerely believe
that the family and friends of the inmates and the inmates themselves are also very
valuable customers.
Evercom routinely monitors customer satisfaction via its Customer Satisfaction
(CSAT) program. While we continue to strive to obtain a perfect CSAT score from all
our customers, our current nationwide CSAT score isa solid 4.32 on a scale of
1 through 5.This proactive approach to servicing is revolutionary and provides all of
our customers with the opportunity to confirm we are meeting their needs as well as
identifying areas that require attention.
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INMATE GRIEVANCES
TECHNOLOGIES
Please identify the fact that Evercom can or may assist with the .Inmate Grievances.
Evercom's Site Administrator will be required to perform their services in accordance
with the following standard practices and procedures:
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Perform administration of IPIN data entry, blocks and unblocks, debit & prepaid
transactions, investigations of all inmate grievances (also known as Kites) and
Facility complaints, processing of internal documents, and generate reports as
requested.
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Act as the primary liaison between Evercom Technologies and the Correctional
facilities to insure effective operation of the Inmate Calling Systems and timely
communication between all parties. _
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Follow-up with the facility to insure all systems are operational and work is
completed thoroughly and accurately.
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Keepaccurate logs and documentation conveying messages and information in
writing and/or via e-mail.
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Open a service (Heat tracking) ticket for all facility service affecting issues.
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We understand the following AZ DOC Inmate Telephone Communication Procedure:
AZ DOC currently provides three documents to enable the inmate to communicate with
the IPS system administrators.
1. 10 List - this document is used by the inmate to list the approved called party
numbers to be added to the Inmate Telephone Data Base. These numbers must be
approved by aDOC Visitation Officer.
2:
Add/Delete List - this document is used by the inmate to communicate adds,
deletes and changes to the 10 List. These documents are approved by a DOC
Visitation Officer.
3. GrievanceTrouble Report - the inmates use this document to communicate with
the Inmate Telephone problems and with numbers on their 10 List.
The grievance forms are sent to representatives of the vendor by Interoffice Mail., by
Facsimile, and by email. On average inmates send 3 or 4 grievance forms per yard per
day. The types of trouble reported are issues with numbers, issues with dialing, blocked
numbers, and ~iHowed number call list. The grievance forms are handled daily and
responses are written and returned to the sender to either the inmate or a correctional
officer.
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SECURUS
INMATE GRIEVANCES
TECHNOLOGIES
Improvements to this system can be expected with the Evercom IPS. First Call Connect
will eliminate most of the initial blocked number grievance forms because the Called
Party can set up an account with the first call and the inmate is aware of the pending
account.
Electronic 10 Lists document, Add/Delete Lists and grievance forms, will eliminate
transmission time for the present hardcopy documents. Grievance forms could be
handled more quickly and accurately.
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In addition, DOC personnel with the proper clearance have the option via Web Portal to
have read access to the inmates file to quickly and easily answer inmate questions. The
officers have the option to quickly verify correct phone numbers, allowed number of calls
and called number status.
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SIGNATURE PAGE
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I, Keith Kelson, hereby certify that I am a signatory for Evercom Technologies, Inc.,
authorized to negotiate on the organization'sbehalf and commit it to contract.
I affirm that Everconi can produce the requireml;!nts of this Best and Final Offer with no
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611512007
I(eith Kelson
Chief Financial Officer
Evercom Technologies, Inc.
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AI DOeRf'P No.0600720C .
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