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CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
ATTACHMENT 1
STATEMENT OF WORK
1.
PURPOSE ........................................................................................................................................ 1
2.
SERVICE AVAILABILITY................................................................................................................ 1
3.
PERIOD OF PERFORMANCE CONTRACT TERM ....................................................................... 1
4.
ADMINISTRATION OF CONTRACT............................................................................................... 1
5.
NOTICES ......................................................................................................................................... 2
6.
INMATE/WARD TELEPHONE SYSTEM SERVICES ..................................................................... 2
7.
MANAGED ACCESS SYSTEM SERVICES ................................................................................... 2
8.
CONTRACT ADMINISTRATION FEE............................................................................................. 2
9.
NONREIMBURSEMENT OF ADDITIONAL COSTS ...................................................................... 3
10.
SERVICE LEVEL AGREEMENTS .................................................................................................. 4
11.
ANNUAL RUN RATE COST ADJUSTMENTS ............................................................................... 4
11.1 IWTS/MAS Run Rate Method .......................................................................................................... 5
12.
DEFINITIONS .................................................................................................................................. 5
13.
CDCR FACILITIES AND ANTICIPATED IWTS EQUIPMENT ....................................................... 6
13.1 Adult Facilities .................................................................................................................................. 6
13.2 Youth Facilities ................................................................................................................................. 6
13.3 CDCR Field Offices .......................................................................................................................... 6
13.4 Replacement of All IWTS Equipment............................................................................................... 7
14.
IWTS CALL CONTROL SYSTEM CATEGORIES .......................................................................... 7
15.
MAS LOCATIONS ........................................................................................................................... 7
16.
IWTS COLLECT AND PREPAID RATES ....................................................................................... 7
17.
STATE RESPONSIBILITIES ........................................................................................................... 7
17.1 State Physical Plant Infrastructure ................................................................................................... 7
17.2 Implementation of New and Existing IWTS/MAS Services .............................................................. 8
17.3 Coordination ..................................................................................................................................... 8
17.4 Service Support and Maintenance Responsibilities......................................................................... 8
18.
TECHNOLOGY UPGRADE AND MODIFICATION APPROVAL ................................................... 8
19.
FUTURE BUSINESS PROCESS REENGINEERING ..................................................................... 8
20.
MOVES, ADDS, AND CHANGES OF THE IWTS/MAS EQUIPMENT ........................................... 9
21.
CHANGE REQUEST PROCESS .................................................................................................... 9
22.
REQUEST FOR INFORMATION ..................................................................................................... 9
23.
EXHIBITS ....................................................................................................................................... 11
SOW Page i
CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SOW EXHIBIT-A GATE CLEARANCE INFORMATIONAL & APPROVAL SHEET .............................. 11
SOW EXHIBIT-B DIGEST OF LAWS RELATING TO ASSOCIATION WITH INMATES (Deleted) ...... 13
SOW EXHIBIT-C PRIMARY LAWS, RULES, AND REGULATIONS REGARDING CONDUCT AND
ASSOCIATION WITH STATE PRISON INMATES ........................................................................ 15
SOW EXHIBIT-D IWTS WORK AUTHORIZATION PROCESS AND FORM ........................................ 17
SOW EXHIBIT-E MAS WORK AUTHORIZATION PROCESS AND FORM ......................................... 21
SOW EXHIBIT-F INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM
CONTRACT CHANGE REQUEST ................................................................................................ 25
SOW EXHIBIT-G REQUEST FOR INFORMATION CALIFORNIA DEPARTMENT OF CORRECTIONS
AND REHABILITATION INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM
....................................................................................................................................................... 27
SOW EXHIBIT-H INFORMATION ACCESS AND SECURITY AGREEMENT ...................................... 29
SOW Page ii
CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
ATTACHMENT 1
STATEMENT OF WORK
1.
PURPOSE
The purpose of this Statement of Work (SOW) is to define the tasks and responsibilities of the Prime
Contractor and the State during the term of this Contract.
2.
SERVICE AVAILABILITY
The services shall be provided 24-hours a day, seven (7) days a week. This requirement for service
availability may only be constrained, on an individual location basis, where 24-hour access is restricted
and where this access restriction is beyond the control of the Prime Contractor.
3.
PERIOD OF PERFORMANCE CONTRACT TERM
The Contract Term shall be six (6) years with four (4) one-year optional extension years. The Prime
Contractor shall not commence working until Contract execution.
4.
ADMINISTRATION OF CONTRACT
The California Technology Agency (Technology Agency) will administer this Contract on behalf of the
California Department of Corrections and Rehabilitation (CDCR). The Prime Contractor will work with
the Technology Agency point of contact for issues such as Contract amendments. The Technology
Agency will be the Contracts Manager.
State Agency:
California Technology Agency
Division/Unit:
Statewide Telecommunications Network Division,
(STND) Contracts Management Section
Attention: Scott Murray
Address: P.O. Box 1810
Rancho Cordova, CA 95741-1810
Phone: (916) 657-9271
Fax: (916) 463-9920
Email:
CIOSTNDCDCRContractAdminUnit@state.ca.gov
Prime Contractor:
Global Tel*Link Corporation
Unit/Department
Western Region Account Manager
Attention: Paul Turner
Address: 2799 Morgan Drive Fl 2
San Ramon, CA 94583
Phone: (925) 833-1002
Fax: (925) 828-3967
Email: pturner@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, as shown in SOW, Exhibit A, Gate Clearance Informational
and Approval Sheet; SOW, Exhibit C, Primary Laws, Rules, and Regulations Regarding Conduct and
Association with State Prison Inmates and all other responsibilities as described throughout this
Contract.
SOW Page 1
CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
State Agency:
California Department of Corrections and
Rehabilitation (CDCR)
Division/Unit:
Enterprise Information Services
Infrastructure Services
Address:
1960 Birkmont Drive
Rancho Cordova, CA 95742
Attention: Tammy Irwin - IWTS/MAS Operations
Manager
Phone: (916) 358-2551
Fax: (916) 358-2619
Email: tammy.irwin@cdcr.ca.gov
5.
Prime Contractor:
Global Tel*Link Corporation
Unit/Department
Western Region Account Manager
Address:
2799 Morgan Drive Flr 2
San Ramon, CA 94583
Attention: Paul Turner
Phone: (925) 833-1002
Fax: (925) 828-3967
Email: pturner@gtl.net
NOTICES
All Notices required by or relating to this Contract shall be in writing and shall be sent to the State
contact representatives described in SOW Section 4, Administration of Contract.
6.
INMATE/WARD TELEPHONE SYSTEM SERVICES
The Inmate/Ward Telephone System (IWTS) services specified herein will provide the CDCR facilities
with collect and prepaid local, IntraLATA, InterLATA, Interstate, and International telecommunications
services for inmates and wards. The IWTS service will also provide CDCR with effective investigative
tools and a method of tracking and reporting phone usage.
The Prime Contractor will be responsible for a complete and all-inclusive service offering at no cost to
the State. The Prime Contractor’s revenue to support all the requirements in this Contract will be
derived only from the one-time setup fee for prepaid accounts and the “per-conversation minute” rate
billed to the called parties.
7.
MANAGED ACCESS SYSTEM SERVICES
The Managed Access System (MAS) services will provide the CDCR with complete 24-hour, continuous
blocking of all unauthorized cellular wireless communications within the defined scope of each facility.
However, the MAS shall process all calls to 9-1-1 Emergency Telephone System (9-1-1 ETS).
Concurrently, the MAS will allow full transmission functionality of authorized cellular devices operating in
the same coverage areas. The Prime Contractor will be responsible for a complete and all inclusive
service offering at no cost to the State.
8.
CONTRACT ADMINISTRATION FEE
After completion of the Transition-In phase and for the remaining term of the Contract, an annual
Contract Administration Fee of $800,000 will be payable by the Prime Contractor, in monthly increments
of $66,666.66 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
SOW Page 2
CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
fee payment balance due. Successive late payments or late submission of reports will be subject to
service level agreement remedies as described in Section 6.12.4, IWTS Administrative Service Level
Agreements.
During transition periods (in and out) of the Contract, a pro-rated portion of the $800,000 Contract
Administrative Fee will be assessed on a per-site basis. A pro-rated amount of the Contract
Administration Fee will be applied to each site to determine the site’s portion of the annual fee. The prorated Contract Administration Fee will be calculated from the site total conversation minutes as a
percentage of the total contract conversation minutes from the State fiscal year baseline 2010, as
identified in Exhibit 6-L2, CDCR 2010 IWTS Call Volume by Facility. The Contract Administration Fee
will be due within 30 calendar days of written acceptance, by the CDCR Operations Manager, after
successful cutover of the site. This pro-rated Contract Administration Fee will be paid monthly, in
arrears, until all CDCR IWTS facilities are successfully cutover.
The following example, including Table SOW-1 Contract Administration Fee Calculation – Site specific
Pro-rated Fee, reflects the calculation of the Contract Administration Fee during transition phases.
Table SOW-1 Contract Administration Fee Calculation – Site specific Pro-rated Fee
$800,000
5,276,444
99,666,347
Total Contract Administration Fee
2010 IWTS Call Volume Location Annual Total Minutes
Example: Avenal State Prison (ASP)
2010 IWTS Statewide Annual Total Minutes
5.2941%
$42,352.80
$3,529.40
Site Percentage (for Avenal of 2010 Statewide Annual Total Minutes)
Site Annual Fee Portion (of Annual $800,000 Administrative Fee for ASP)
Site Monthly Fee Portion (for ASP)
Acronym
TCAF
LATM
SATM
SP
SAFP
SMFP
1) Divide the 2010 IWTS Call Volume Location Annual Total Minutes (LATM) for ASP by the
2010 IWTS Statewide Annual Total Minutes (SATM), to determine the ASP Site Percentage
(SP).
LATM divided by SATM = SP
2) Multiply the $800,000 Total Contract Administration Fee (TCAF) by the SP to determine the
Site’s Annual Fee Portion (SAFP) of the Contract Administration Fee.
TCAF x SP = SAFP
3) Divide the SAFP by 12 to determine the Site’s Monthly Portion (SMFP) of the Contract
Administration Fee.
SAFP divided by 12 = SMFP
9.
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 inservice/cutover, including preparation, implementation, coordination and reporting necessary to ensure
that full IWTS/MAS 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.
SOW Page 3
CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
10. SERVICE LEVEL AGREEMENTS
Section 6.12, IWTS Service Level Agreements (SLAs), and Section 6.23, MAS Service Level
Agreements, detail the benchmarks of service that the Prime Contractor is expected to maintain for the
IWTS and MAS services throughout the term of the Contract and their appropriate remedies. The Prime
Contractor’s failure to meet the Service Levels may result in the lowering of the per-Conversation Minute
rates as detailed in SOW Section 11, Annual Run Rate Cost Adjustments.
The State will perform a quarterly review of the SLA reports provided by the Prime Contractor.
11. ANNUAL RUN RATE COST ADJUSTMENTS
On an annual basis, the State will conduct an analysis of the previous year’s Conversation Minutes (CM)
and Service Level Agreement Rights and Remedies Minutes (SLARRM) to determine if reductions to
established Adult per Conversation Minute Rates (ACMR) and Youth per Conversation Minute Rates
(YCMR) should be applied.
The annual CM for any given period is defined as the IWTS Call Volume expressed in minutes.
The SLARRM for any given period is the total of the Rights and Remedies Minutes reflecting SLA
violations for both IWTS (ISLARRM) and MAS (MSLARRM). The monthly SLA Summary Report
reflects the “penalty minutes” assessed and applied toward the MSLARRM and ISLARMM totals. Rights
and Remedy minutes must be reported within 60 calendar days from the last day of the month in which
the SLA objective was missed.
The IWTS annual CM and ISLARRM will be totaled at the end of each calendar year commencing after
acceptance of IWTS transition. The MAS MSLARRM will be totaled at the end of each calendar year
commencing after the State’s acceptance of MAS implementation at each site.
Rate reductions will be applied as a result of the IWTS/MAS Run Rate Method. The results of this
method calculation will be applied to all Adult and Youth per-Conversation Minute Rates throughout the
remaining term of the Contract. Upon written notification by the State, rate reductions must be
implemented by the Prime Contractor within 60 calendar days.
SOW Page 4
CALIFORNIA TECHNOLOGY AGENCY
11.1
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS/MAS Run Rate Method
On an annual basis, the Prime Contractor will reduce the ACMR and YCMR by five percent (5%) if
the SLARRM exceeds the Threshold Percentage (TP) of 1 percent (1%) of the annual
Conversation Minutes (CM) of the previous calendar year.
Table SOW-2 Rate Reduction Calculation Example.
Run Rate Component
Annual Conversation Minutes
IWTS Service Level Agreement Rights and
Remedies Minutes
MAS Service Level Agreement Rights and
Remedies Minutes
Total
Threshold Percentage of 1%
Youth per Conversation Minute Rates
(per 15-minute call) Local Call
Adult per Conversation Minute Rates
(per 15-minute call) Local Call
Acronym
CM
Previous
Year*
105,000,000
ISLARRM
1,300,000
MSLARRM
SLARRM
TP
New Rates*
1,000,000
2,300,000
1%
YCMR
$0.475
$0.451
ACMR
$1.450
$1.378
*The totals and rates used in the table are for example purposes only.
Example:
Combine ISLARRM + MSLARRM = Annual SLARRM
If SLARRM / CM > 1% (TP), then apply the rate reduction adjustment calculation.
1,300,000 + 1,000,000 = 2,300,000
2,300,000 / 105,000,000 = 0.0219
0.0219 > 0.01
Calculate percent by multiplying the decimal by 100: 0.0219 X 100 = 2.19%
(2.19% is greater than 1%)
IF TP is greater than 1%; then calculate new YCMR and ACMR:
YCMR = YCMR - 5%
YCMR $0.451 = $0.475 - ($0.475 X 0.05)
New YCMR = $0.451
ACMR = ACMR - 5%
ACMR $1.378 = $1.450 - ($1.450 X 0.05)
New ACMR = $1.378
12. DEFINITIONS
Definitions for the terms used in this Contract are provided in Appendix C, Glossary of Terms.
SOW Page 5
CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
13. CDCR FACILITIES AND ANTICIPATED IWTS EQUIPMENT
The quantities of components that are anticipated to be deployed at each CDCR facility are detailed in
Section 6 Exhibits that are specifically referenced in this section. The anticipated number of facilities
and IWTS related 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.
13.1
Adult Facilities
1) Exhibit 6-C1, Adult Institution IWTS Locations, includes the CDCR facilities’ names,
addresses, and telephone numbers. Exhibit 6-C2, Adult Institutions’ IWTS Anticipated
Equipment, includes the detail of the quantities and types of IWTS equipment at the adult
institutions.
2) Exhibit 6-D1, CDF/CDCR Adult Camp IWTS Locations, includes the camp names,
addresses, and telephone numbers. Exhibit 6-D2, CDF/CDCR Adult Camps’ IWTS
Anticipated Equipment, includes the detail of the quantities and types of IWTS equipment at
the adult camps.
3) Exhibit 6-E1, Additional Adult Facility IWTS Locations, includes the names, addresses, and
telephone numbers of the Community Correctional Facilities (CCFs) and Female Offender
Programs (FOPs) that are privately operated and have custody oversight for CDCR inmates.
Exhibit 6-E2, Additional Adult Facilities’ IWTS Anticipated Equipment, include the detail of the
quantities and types of IWTS equipment installed at these locations.
4) Exhibit 6-F1, New Adult Facility IWTS Locations Anticipated, includes the names, addresses
and telephone numbers of future locations that include CDCR facilities that are anticipated or
in various design, construction, or conversion stages. Exhibit 6-F2, New Adult Facilities’
IWTS Anticipated Equipment includes the detail of the quantities and types of IWTS
equipment at these locations.
13.2
Youth Facilities
Exhibit 6-G1, Youth Facility IWTS Locations, includes the names, addresses, and telephone
numbers of the youth facilities. Exhibit 6-G2, Youth Facilities’ IWTS Anticipated Equipment,
includes the detail of the quantities and type of IWTS equipment at the youth facilities. Youth
facilities will record all calls and may monitor ward calls. This change may require IWTS
workstations installed at some youth facilities.
13.3
CDCR Field Offices
CDCR Field Offices will not require on-site equipment. The CDCR Authorized staff will perform the
IWTS Investigative Workstation Functionality and IWTS Tools and Reports by using a State
computer to access the Prime Contractor hosted web-based IWTS application. The Prime
Contractor shall provide support with access to the web-based IWTS application, as needed.
SOW Page 6
CALIFORNIA TECHNOLOGY AGENCY
13.4
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Replacement of All IWTS Equipment
All IWTS equipment (with the exception of the state-owned enclosures refer to Section 6.3.2.4,
IWTS Telephone Enclosures that Include Booths, Wall and/or Pedestals) will be replaced with new
equipment in the IWTS/MAS Contract. During Transition-In, the Prime Contractor will replace all of
the IWTS equipment components that are described in the Exhibits in this section. The CDCR
Operations Manager will verify that the IWTS equipment provided is consistent with the Section 6,
Technical Requirements.
14. IWTS CALL CONTROL SYSTEM CATEGORIES
The IWTS shall provide the ability to create five (5) categories for Call Control. A description of each
category is provided in Exhibit 6-J, IWTS Call Control System Categories. These categories are defined
by their functionality, related equipment, and storage of recordings for the adult and youth facilities. The
five (5) Call Control system categories include: Adult Institutions, Adult Camps, Adult CCF and FOP
Locations, Youth Facilities, and Field Offices.
15. MAS LOCATIONS
The MAS shall be installed at the CDCR Adult Institutions and Youth Facilities. A listing of the current
CDCR facilities is provided in Exhibit 6-O, Adult Institution MAS Locations. A listing of future CDCR
facilities is provided in Exhibit 6-P, Future Adult Facility MAS Locations Anticipated.
16. IWTS COLLECT AND PREPAID RATES
The IWTS/MAS Contract, Attachment 7, Cost Worksheets, reflects the Prime Contractor’s collect and
prepaid rates for the term of this Contract including optional years. These rates will be posted on the
State’s web-site at http://www.dts.ca.gov/stnd/calnet-inmate-ward.asp and Prime Contractor’s public
portal web-site for the public to reference.
The CDCR call volume summaries are detailed in Exhibit 6-K1, CDCR 2008 IWTS Call Volume by Call
Type, Exhibit 6-K2, CDCR 2009 IWTS Call Volume by Call Type, Exhibit 6-K3, CDCR 2010 IWTS Call
Volume by Call Type, Exhibit 6-L1, CDCR 2009 IWTS Call Volume by Facility, and Exhibit 6-L2, CDCR
2010 IWTS Call Volume by Facility. Additionally, International call volume summaries are detailed in
Exhibit 6-M1, CDCR 2009 IWTS International Call Volume by Country by Month, and Exhibit 6-M2,
CDCR 2010 IWTS International Call Volume by Country by Month. The summary and quantities are
included for historical purposes. The CDCR facilities may increase or decrease based upon operational
changes which may impact changes to the call volume. Call volumes are not expected to differ
appreciably in the future, but the Prime Contractor will accept full risk with respect to State required
deployment requirements and billable call volumes. Dependent on the needs of the State and at the
State’s request, the Prime Contractor will provide additional (or less) services as defined in this Contract
during the term of the IWTS/MAS Contract period, including optional years, without a change in rates.
17. STATE RESPONSIBILITIES
17.1
State Physical Plant Infrastructure
1) For IWTS services - The State retains sole responsibility for performing any changes to
installed physical plant infrastructure components such as wiring and conduits.
2) For MAS services - The State shall have no responsibility for the physical plant infrastructure
components such as wiring and conduits.
SOW Page 7
CALIFORNIA TECHNOLOGY AGENCY
17.2
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Implementation of New and Existing IWTS/MAS Services
The State reserves the right, at its sole discretion, to restrict, delay, halt or discontinue all or part of
any implementation of new or existing IWTS/MAS services if a mandatory technical requirement
included in Section 6, 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.
17.3
Coordination
The State will retain core technology management functions for strategic planning, quality
assurance, and contract management. The State will retain authority over specific IWTS/MAS
service functions.
17.4
Service Support and Maintenance Responsibilities
1) Provide access to Prime Contractor’s equipment at CDCR facilities;
2) Coordinate one-time gate clearance(s), in SOW, Exhibit A, Gate Clearance Informational and
Approval Sheet; SOW, Exhibit C, Primary Laws, Rules, and Regulations Regarding Conduct
and Association with State Prison Inmates and all other responsibilities as described
throughout this Contract, and annual CDCR identification badges for Prime Contractor’s staff
to access the CDCR facilities;
3) Provide Prime Contractor with a list of CDCR personnel authorized to call the Help Desk to
report trouble tickets. This list shall be updated twice a year or as needed; and,
4) Provide the concrete pad for IWTS telephone enclosures or pedestals.
18. TECHNOLOGY UPGRADE AND MODIFICATION APPROVAL
The State retains the right to accept or reject any Prime Contractor proposed technology upgrade,
modification, or enhancement plan that changes the IWTS/MAS serviced infrastructure.
19. FUTURE BUSINESS PROCESS REENGINEERING
It is anticipated that the Prime Contractor will propose, initiate, and conduct technology infrastructure
changes that result in business process reengineering efforts at the State. The State will retain primary
responsibility and authority over approving these efforts and ensuring that performance metrics
(including before and after) are accurately and appropriately developed.
SOW Page 8
CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
20. MOVES, ADDS, AND CHANGES OF THE IWTS/MAS EQUIPMENT
The CDCR Operations Manager will be responsible for coordination of all moves, adds, and changes of
the IWTS/MAS equipment. The Prime Contractor will be required to perform a site survey and prepare
a site survey report that includes digital photos of the existing locations to document changes, as well as
identify the CDCR and Prime Contractor’s Responsibilities. The CDCR Operations Manager will review
and approve the site survey report before it is shared with the CDCR facility. Refer to SOW, Exhibit D,
IWTS Work Authorization Process and Form and SOW, Exhibit E, MAS Work Authorization Process and
Form. The CDCR Operations Manager will direct the Prime Contractor to install, relocate, and
deactivate telephones at the State’s discretion regardless of the call volume and usage. The timeframes
for the coordination include:
1) New Activation - Prime Contractor will have 60 calendar days from the written notification
received from CDCR Operations Manager to order circuits, procure equipment, and install a
new facility;
2) Additional Equipment at an Existing Facility - Prime Contractor will have 45 calendar days
from the written notification received from CDCR Operations Manager to procure equipment
and install at an existing facility that will require additional IWTS equipment; and,
3) Relocation of Equipment at an Existing Facility - Prime Contractor will have 30 calendar days
from the written notification received from CDCR Operations Manager to deactivate and
remove equipment installed at an existing facility.
21. CHANGE REQUEST PROCESS
The Prime Contractor shall submit a written request to the CDCR Operations Manager using, SOW,
Exhibit F, Inmate/Ward Telephone System/Managed Access System Contract Change Request when a
change is being requested.
The Prime Contractor shall submit this form for any positive or negative impact to the scope of the
project. The form shall be submitted with estimated scope impact or project time impact in an email to
the CDCR Operations Manager. The Prime Contractor may proceed with the change request once
CDCR approves and responds.
22. REQUEST FOR INFORMATION
If additional detailed site specific information is required for engineering the IWTS and MAS Services,
the Prime Contractor shall submit a written request to the CDCR Operations Manager using SOW,
Exhibit G, Request For Information California Department of Corrections and Rehabilitation
Inmate/Ward Telephone System/Managed Access System. The CDCR Operations Manager will then
evaluate the request to ensure that there is no risk to security before releasing the information.
Any request for CDCR Data/Information will require the submission of SOW, Exhibit H, Information
Access and Security Agreement.
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INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
(INTENTIONALLY BLANK)
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CALIFORNIA TECHNOLOGY AGENCY
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23. EXHIBITS
SOW EXHIBIT-A GATE CLEARANCE INFORMATIONAL & APPROVAL SHEET
(STAFF ONLY)
Requestor: ____________________
Department: ____________________ Extension: __________________
Division Head Authorization ________________________________________Date: ______________________
(Print and Sign)
Purpose of Entry: ____________________________________________________________________________
Date(s)_______________________ Time: _____________________Duration ___________________________
Escort:_____________________________________________________________________________________
Gate Clearance
Type of Authorization Requested (Check One):
State ID Card (Contract)
Name of Company: ____________________________________________________________________________
Name________________________________________________________________________________________
(Last)
(First)
(Middle)
Area Code and Phone Number Day: _______________________ Night:_______________________________________
Date of Birth: Month: ________
Day: ________
Year: ________ Gender:
Female
Male
Driver’s License Number: _________________ State: _______ Social Security Number:______________________
I also have been known by these names: ___________________________________________________________
Yes
I visit an inmate in a Correctional Institution:
I have been arrested and/or convicted of a crime:
Offense
Are you a former inmate?
No
Yes (attach sheet if more than 2)
Approximate Date
Yes
No
Disposition
No
NOTE THE FOLLOWING CONDITIONS/RESTRICTIONS
If you are on parole, probation or have been incarcerated, you must provide written consent from your
supervising agency to enter these grounds. If you are under 18 years of age, you must have written, notarized
consent provided by your parent or legal guardian and be accompanied by a responsible adult in order to enter
these grounds. All questions must be answered! Any omission or falsification on this form shall be considered
sufficient reason for denial of access.
The person listed above will only be allowed to enter the designated area(s) and only under employee escort
unless otherwise authorized with an Identification Cared. Law Enforcement Personnel will be given
authorization to enter grounds upon showing appropriate identification and no security clearance is necessary.
A previous clearance is not an automatic approval for future clearances. You must resubmit a request if any
clearance has expired.
Signature of Applicant: ______________________________________ Date: ________________________
CI&I CLEARANCE
APPROVED
DISAPPPROVED SIGNATURE:_________________________________DATE:_______________
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SOW EXHIBIT-C PRIMARY LAWS, RULES, AND REGULATIONS REGARDING CONDUCT AND
ASSOCIATION WITH STATE PRISON INMATES
STATE OF CALIFORNIA
CDC 181 (Rev 5/98)
Individuals who are not employees of the California Department of Corrections and Rehabilitation (CDCR), but who are
working in and around inmates who are incarcerated within California’s institutions/facilities or camps, are to be
apprised of the laws, rules and regulations governing conduct in associating with prison inmates. The following is a
summation of pertinent information when non-departmental employees come in contact with prison inmates.
1.
Persons who are not employed by CDC, but are engaged in work at any institution/facility or camp must observe and abide by all laws,
rules and regulations governing the conduct of their behavior in associating with prison i8nmages. Failure to comply with these
guidelines may lead to expulsion from CDC institutions/facilities or camps.
California Penal Code (PC) Sections 5054 and 5058; California Code of Regulations (CCR), Title 15,
SOURCE:
Sections 3285 and 3415
2.
CDCR does not recognize hostages for bargaining purposed. CDCR has a “NO HOSTAGE” policy and all prison inmates, visitors, and
employees shall be made aware of this.
SOURCE:
PC Sections 5054 and 5058; CCR, Title 15, Section 3304
3.
All persons entering onto institution/facility or camp grounds consent to a search of their person, property or vehicle at any time.
Refusal by individuals to submit to a search of their person, property or vehicle may be a cause for denial of access to the premises.
SOURCE:
PC Sections 2601, 5054 and 5058; CCR, Title 15, Sections 3173 and 3288
4.
Persons normally permitted to enter an institution/ facility or camp may be barred, for cause, by the CDCR Director, Warden and/or
Regional Parole Administrator.
SOURCE:
PC Sections 5054 and 5058; CCR, Title 15, Section 3176 (a)
5.
It is illegal for an individual who has been previously convicted of a felony offense to enter into CDCR institutions/facilities or camps
without the prior approval of the Warden. It is also illegal for an individual to enter onto these premises for unauthorized purposes or to
refuse to leave said premises when requested to do so. Failure to comply with this provision could lead to prosecution.
SOURCE:
PC Sections 602, 4570.5 and 4571; CCR, Title 15, Sections 3173 and 3289
6.
Encouraging and/or assisting prison inmates to escape is a crime. It is illegal to bring firearms, deadly weapons, explosives, tear gas,
drugs or drug paraphernalia on CDCR institutions/facilities or camp premises. It is illegal to give prison inmates firearms, explosives,
alcoholic beverages, narcotics, or any drug or drug paraphernalia, including cocaine or marijuana.
SOURCE:
PC Sections 2772, 2790, 4533, 4535, 4550, 4573, 4573.5, 4573.6 and 4574
7.
It is illegal to give or take letters from prison inmates without the authorization of the Warden. It is also illegal to give or receive any
type of gift and/or gratuities from prison inmates.
SOURCE:
PC Sections 2540, 2541 and 4570; CCR, Title 15, Sections 3010, 3399, 3401, 3424 and 3425
8.
In an emergency situation the visiting program and other program activities may be suspended.
SOURCE:
PC Section 2601; CCR, Title 15, Section 3383
9.
For security reasons, visitors must not wear clothing that in any way resembles state issued prison inmate clothing (blue denim shirts,
blue denim pants).
SOURCE:
CCR, Title 15, Section 3171 (b) (3)
10. Interviews with SPECIFIC INMATES are not permitted. Conspiring with an inmate to circumvent policy and/or regulations constitutes a
rule violation that may result in appropriate legal action.
SOURCE:
CCR, Title 15, Section 3261.5, 3315 (3) (W), and 3177.
I HEREBY CERTIFY AND ACKNOLEDGE I HAVE READ THE ABOVE AND FULLY UNDERSTAND THE IMPLICATIONS REGARDING MY
CONDUCT AND ASSOCIATION WITH PRISON INMATES. I ALSO UNDERSTAND VIOLATION OF ANY OF THE ABOVE COULD RESULT IN
EXPULSION FROM A CDC INSTITUTION/FACILITY OR CAMP WITH THE POSSIBILITY OF CRIMINAL PROSECUTION.
VISITOR’S NAME AND TITLE (Print)
VISITOR’S SIGNATURE
DISTRIBUTION: Original – Assistant Director, Communications
SOW Page 15
DATE SIGNED
Canary – Warden’s Office Pink - Visitor
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SOW EXHIBIT-D IWTS WORK AUTHORIZATION PROCESS AND FORM
Prime Contractor Process Guidelines
Approach: The Work Authorization Process is being used to submit Inmate/Ward Telephone System
(IWTS) non-billable work orders to the Prime Contractor and track the work order progress. The nonbillable work orders will be generated by the State for IWTS moves, adds, and changes. The California
Department of Corrections and Rehabilitation (CDCR) Operations Manager or designee will coordinate and
monitor work performance by the Prime Contractor.
Contacts:
Role
CDCR Operations Manager
STND CMS CM
STND CMS POC
STND CMS Backup POC
STND CEU POC
Contractor POC
Name
TBD
TBD
TBD
TBD
TBD
TBD
Email
TBD
TBD
TBD
TBD
TBD
TBD
Phone#
TBD
TBD
TBD
TBD
TBD
TBD
Process:
If any issues develop during the IWTS Work Authorization Process, the Statewide
Telecommunications and Network Division, Contract Management Section Point of Contact (STND CMS
POC) immediately escalates the issue(s), via e-mail, to the STND CMS CM and copies the CDCR
Operations Manager or designee, CMS Backup POC, and STND CALNET Engineering Unit (CEU) POC on
all correspondence regarding these issues.
Contractor Review & Signature
A Work Authorization detailing the scope of work will be e-mailed to the Prime Contractor POC for
approval of the Work Authorization Request. The approved Work Authorization Request is then
scanned and e-mailed back to the CDCR Operations Manager or designee.
Work Coordination & Performance
The CDCR Operations Manager or designee and the Prime Contractor POC will work together to
complete the scope of work described in the IWTS Work Authorization. In most cases, the CDCR
Operations Manager or designee will be on site to confirm the work has been completed. In cases
where the CDCR Operations Manager is not on site, the CDCR Operations Manager or designee will
work with the CDCR site contact to verify work has been completed. The original Work Authorization
Request is signed and mailed to STND CMS POC at the following address:
California Technology Agency/OTECH
STND-Contract Management Section
Attention: Scott Murray
P.O. Box 1810, MS Y-13
Rancho Cordova, CA 95741-1810
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SOW EXHIBIT-D IWTS WORK AUTHORIZATION PROCESS AND FORM (CONTINUED)
If additional work is identified as being needed after the IWTS Work Authorization Request has been
signed and the Prime Contractor is on site, the CDCR Operations Manager or designee will provide a
Change Request to Work Authorization, which has been signed by the Contractor on site, referencing
the original Work Authorization Number (WA#) and additional work performed. This Change Request to
Work Authorization will be scanned by the CDCR Operations Manager and e-mailed to the STND CMS
POC. The Original will be mailed to STND CMS POC.
Work Authorization Close-out
Upon completion of the project, the STND CMS State CM signs the IWTS Work Authorization Request
and the STND CMS POC e-mails the completed IWTS Work Authorization to Contractor POC.
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CALIFORNIA TECHNOLOGY AGENCY
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SOW EXHIBIT-D IWTS WORK AUTHORIZATION PROCESS AND FORM (CONTINUED)
INMATE/WARD TELEPHONE SYSTEM (IWTS)
WORK AUTHORIZATION REQUEST
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
OTP-11-126805.
CDCR-HQ Project Manager
Date
STND Contract Manager
Date
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Contractor Project Manager
Date
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SOW EXHIBIT-E MAS WORK AUTHORIZATION PROCESS AND FORM
PRIME CONTRACTOR PROCESS GUIDELINES
Approach: The Work Authorization Process is being used to submit Managed Access System (MAS) nonbillable work orders to the Prime Contractor and track the work order progress. The non-billable work
orders will be generated by the State for MAS moves, adds, and changes. The California Department of
Corrections and Rehabilitation (CDCR) Operations Manager or designee will coordinate and monitor work
performance by the Prime Contractor.
Contacts:
Role
CDCR Operations Manager
STND CMS CM
STND CMS POC
STND CMS Backup POC
STND CEU POC
Contractor POC
Name
TBD
TBD
TBD
TBD
TBD
TBD
Email
TBD
TBD
TBD
TBD
TBD
TBD
Phone#
TBD
TBD
TBD
TBD
TBD
TBD
Process:
If any issues develop during the MAS Work Authorization Process, the Statewide
Telecommunications and Network Division, Contract Management Section Point of Contact (STND CMS
POC) immediately escalates the issue(s), via e-mail, to the STND CMS CM and copies the CDCR
Operations Manager or designee, CMS Backup POC, and STND CALNET Engineering Unit (CEU) POC on
all correspondence regarding these issues.
Contractor Review & Signature
A Work Authorization detailing the scope of work will be e-mailed to the Prime Contractor POC for
approval of the Work Authorization Request. The approved Work Authorization Request is then
scanned and e-mailed back to the CDCR Operations Manager or designee.
Work Coordination & Performance
The CDCR Operations Manager or designee and the Prime Contractor POC will work together to
complete the scope of work described in the MAS Work Authorization. In most cases, the CDCR
Operations Manager or designee will be on site to confirm the work has been completed. In cases
where the CDCR Operations Manager is not on site, the CDCR Operations Manager or designee will
work with the CDCR site contact to verify work has been completed. The original Work Authorization
Request is signed and mailed to STND CMS POC at the following address:
California Technology Agency/OTECH
STND-Contract Management Section
Attention: Scott Murray
P.O. Box 1810, MS Y-13
Rancho Cordova, CA 95741-1810
If additional work is identified as being needed after the MAS Work Authorization Request has been
signed and the Prime Contractor is on site, the CDCR Operations Manager or designee will provide a
Change Request to Work Authorization, which has been signed by the Contractor on site, referencing
the original Work Authorization Number (WA#) and additional work performed. This Change Request to
Work Authorization will be scanned by the CDCR Operations Manager and e-mailed to the STND CMS
POC. The Original will be mailed to STND CMS POC.
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CALIFORNIA TECHNOLOGY AGENCY
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SOW EXHIBIT-E MAS WORK AUTHORIZATION PROCESS AND FORM (CONTINUED)
Work Authorization Close-out
Upon completion of the project, the STND CMS State CM signs the MAS Work Authorization Request
and the STND CMS POC e-mails the completed MAS Work Authorization to Contractor POC.
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CALIFORNIA TECHNOLOGY AGENCY
AGREEMENT OTP 11Ͳ126805
INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SOW EXHIBIT-E MAS WORK AUTHORIZATION PROCESS AND FORM (CONTINUED)
MANAGED ACCESS SYSTEM (MAS)
NEW WORK AUTHORIZATION REQUEST
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
COMPLETION OF PROJECT SIGNATURE APPROVALS:
These tasks were performed in accordance with this Work Authorization and the provisions of Contract
OTP 11-126805.
CDCR-HQ Project Manager
Date
STND Contract Manager
Date
SOW Page 23
Contractor Project Manager
Date
(Clock starts )
CALIFORNIA TECHNOLOGY AGENCY
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SOW EXHIBIT-F INMATE/WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM
CONTRACT CHANGE REQUEST
STATE OF CALIFORNIA––YOUTH AND ADULT CORRECTIONAL AGENCY
Edmund G. Brown, Jr., Governor
DEPARTMENT OF CORRECTIONS AND REHABILITATION
Enterprise Information Services
P.O. Box 942883
Sacramento, CA 94283-0001
CDCR FACILITY:
DATE:
CDCR IWTS/MAS
OPERATIONS MANAGER:
NUMBER:
Change
Description
Reason for
Change:
Impacts:
x Schedule:
x Design Intent:
x Other:
Initiated by:
Recommended
Not Recommended
Prime Contractor
Date
Date
Recommended
Not Recommended
Date
Approved
Not Approved
Additional Departmental Review Required
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Date
CALIFORNIA TECHNOLOGY AGENCY
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SOW EXHIBIT-G REQUEST FOR INFORMATION CALIFORNIA DEPARTMENT OF
CORRECTIONS AND REHABILITATION INMATE/WARD TELEPHONE SYSTEM/MANAGED
ACCESS SYSTEM
TO:
Facility Name
Phase Number
FROM:
SUBJECT:____________________________________
BUILDING/ROOM:_____________________________ DATE ISSUED: ______________________________
DWG. REF._________________ SPEC REF.________DATERESPONSE REQUIRED: _ ________________
QUESTION/PROPOSED SOLUTION:
Attached Sheets:
YES
NO
POTENTIAL IMPACT
( ) SCHED ( ) LABOR ( ) MTR’L
( ) NO IMPACT ( ) OTHER
Contractor Rep.________________________
Reviewed by CM:_______________________ Date:_______________ Sent To:__________________
REPLY:
Attached Sheets:
YES
NO
Responding Firm:____________________________ By:__________________Date:_______________
Response Reviewed and Forwarded by CM:_________________________ Date:__________________
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SOW EXHIBIT-H INFORMATION ACCESS AND SECURITY AGREEMENT
The State Administrative Manual (SAM) Section 4841.2 requires that State agencies acquire written agreements with non-State entities
(for example, vendors, consultants, researchers, federal and local government entities, or other state entities) before agencies allow access
to State data. This agreement fulfills the requirement for query access requests from all non-CDCR entities, including non-State entities.
Alternate agreements are required for all other access requests, including requests to transmit and store CDCR data. Refer to
Department Operations Manual (DOM), §§ 49020.9 and 49020.10.
New Request
Requestor:
Title:
Telephone:
Contract/Agreement No. (if
applicable):
Renewal Request
Company/Affiliation:
E-mail:
Fax No.:
I agree to the following terms and conditions:
x
x
x
x
x
x
x
x
x
I shall comply with all State policies and laws regarding use of State information resources and data.
I agree not to store, distribute, or share information obtained through this agreement and access
authorization in any way without prior written approval from California Department of Corrections and
Rehabilitation (CDCR) and shall hold this information in strict confidence.
I agree to use CDCR information and information access for authorized purposes only.
I agree to exercise all precautions necessary to assure the protection of CDCR information in my care from
unauthorized disclosure, access, modification, and destruction.
I agree to use my user ID and password to access this system only while completing my assigned duties. I
understand that my user ID and password may not be shared with or used by any other person.
I agree to notify CDCR promptly if information obtained through this agreement is compromised, lost, or
stolen. This includes unauthorized use of the CDCR-provided user ID and password.
I understand that unauthorized access or disclosure of information provided to me by CDCR may be a public
offense punishable under Section 502 of the California Penal Code.
I understand that CDCR may monitor my access at any time, with or without notice, for the purpose of
ensuring compliance with agreement.
I also understand that this agreement must be renewed annually each year that I am provided access to
CDCR information. I further acknowledge that I have received and reviewed a copy of the attached CDCR
Information Security Policies.
Requestor’s Signature:
(Name)
(Date)
For CDCR Use Only
SYSTEM ACCESS AUTHORIZED BY:
SYSTEM TO BE ACCESSED:
ASSIGNED USER ID:
ACCESS ACCOUNT CREATED BY:
The data to be accessed contains confidential or personal information:
DISTRIBUTION: Original-File / Copy-Requestor
SOW Page 29
Yes
No
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SECTION 5
ADMINISTRATIVE REQUIREMENTS
5.1
INTRODUCTION ............................................................................................................................... 1
5.2
BIDDER RESPONSIBILITY ............................................................................................................. 1
5.2.1
BIDDER’S DOCUMENTATION REQUIREMENTS ......................................................................... 1
5.2.2
BID COVER LETTER (M) ................................................................................................................ 1
5.2.3
EXECUTIVE SUMMARY OF RESPONSE (M)................................................................................ 2
5.2.4
FINANCIAL RESPONSIBILITY INFORMATION (M)
5.3
(DELETED) .............................................. 2
INSURANCE REQUIREMENTS (M) ................................................................................................ 2
5.3.1
WORKERS’ COMPENSATION (M) ................................................................................................ 2
5.3.2
COMMERCIAL GENERAL LIABILITY (M) ..................................................................................... 3
5.4
PAYEE DATA RECORD (STD 204) (M) .......................................................................................... 3
5.5
DARFUR CONTRACTING ACT ....................................................................................................... 3
5.6
DISABLED VETERANS BUSINESS ENTERPRISE (DVBE) PROGRAM ...................................... 4
5.6.1
DVBE INCENTIVE ........................................................................................................................... 4
5.7
CONTRACTOR’S LICENSE (M) ...................................................................................................... 4
5.8
PUBLIC WORKS REQUIREMENTS (M) ......................................................................................... 5
5.9
SMALL BUSINESS PREFERENCE ................................................................................................. 7
5.10
COMMERCIALLY USEFUL FUNCTION (M) ................................................................................... 7
5.11
CERTIFICATION OF USE TAX COLLECTION FOR SELLER’S PERMIT (M) ............................... 8
5.12
TARGET AREA CONTRACT PREFERENCE ACT (TACPA) ......................................................... 8
5.13
ENTERPRISE ZONE ACT (EZA) ..................................................................................................... 9
5.14
LOCAL AGENCY MILITARY BASE RECOVERY AREA ACT (LAMBRA) .................................... 9
5.15
OTHER ADMINISTRATIVE REQUIREMENTS ................................................................................ 9
5.15.1 PRIMARY BIDDER (M) ................................................................................................................... 9
5.15.2 SUBCONTRACTOR (M)................................................................................................................ 10
5.15.3 AMENDMENT (M) ......................................................................................................................... 10
SECTION 5 - Page i
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5.15.4 EQUIPMENT (M) ........................................................................................................................... 11
5.15.5 BID REJECTION ........................................................................................................................... 11
5.15.6 COMPLETED CONTRACT (M) ..................................................................................................... 12
5.16
EXHIBITS ........................................................................................................................................ 13
EXHIBIT 5-A WORKERS’ COMPENSATION CERTIFICATION ......................................................... 13
EXHIBIT 5-B PAYEE DATA RECORD (STD. 204) .............................................................................. 15
EXHIBIT 5-C BIDDER DECLARATIONS ............................................................................................. 17
EXHIBIT 5-D CONTRACTOR’S LICENSE INFORMATION ................................................................ 19
EXHIBIT 5-E LIST OF PROPOSED SUBCONTRACTORS (PUBLIC WORKS) ................................. 21
EXHIBIT 5-F SMALL BUSINESS PREFERENCE ............................................................................... 23
EXHIBIT 5-G COMMERCIALLY USEFUL FUNCTION CERTIFICATION ........................................... 25
EXHIBIT 5-H CERTIFICATE OF USE TAX COLLECTION FOR SELLER’S PERMIT ........................ 27
SECTION 5 - Page ii
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SECTION 5
ADMINISTRATIVE REQUIREMENTS
5.1
INTRODUCTION
In addition to meeting all other requirements of this IFB, the Bidder must adhere to all of the
mandatory administrative requirements of this section to be responsive. All requirements listed
with an (M) are Mandatory and are pass/fail. A “Fail” will result in a Final Bid being deemed
nonresponsive and, therefore, will be disqualified. Answering “No” to any of these requirements
will result in a Final Bid being deemed nonresponsive and, therefore, will be disqualified.
Section 9, Evaluation, contains the details for the evaluation methodology and criteria.
Contractor shall provide all Mandatory requirements at no cost to the State. Section 5,
Administrative Requirements, will be incorporated into the Contract.
5.2
BIDDER RESPONSIBILITY
5.2.1
BIDDER’S DOCUMENTATION REQUIREMENTS
Bidder’s response to specific IFB requirements shall include drawings, plans and
diagrams where required that further describe the details of their response for each
requirement in Section 5, Administrative Requirements.
“Yes” responses to requirements shall be specifically described within the “Description”
portion of the response. Information shall be provided in accordance with the bid format
described in Exhibit 8-A, Administrative Response Format Requirement.
5.2.2
BID COVER LETTER (M)
The Bidder must include a cover letter signed by an individual who is authorized to bind
the Bidder contractually. The cover letter must state that the individual is so authorized
and must identify the title or position that the individual holds in the Bidder’s firm. An
unsigned cover letter shall cause the Final Bid to be rejected.
The Cover Letter must contain the following information:
1) Signature of an individual authorized to bind the firm contractually, identifies the
signer’s title and stipulates the signature authority;
2) Statement that the Bid response is the Contractor’s binding offer, good for 180
calendar days from Final Bid due date, as noted in Section 1.6, Key Action Dates;
3) Statement indicating that the Bidder has available staff with the appropriate skills to
complete performance under the Contract for all services and will provide all
deliverables as described in this IFB; and,
4) Statement accepting full Prime Contractor responsibility for coordinating, controlling,
and delivering all aspects of the Contract and any Subcontractors on the team.
SECTION 5 - Page 1
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
____
Location
page
paragraph
Description:
5.2.3
EXECUTIVE SUMMARY OF RESPONSE (M)
Bidder’s response must contain an Executive Summary of their services, which includes
the following information:
1) Summary of the solution;
2) List of the firms and individuals proposed as Subcontractors (if applicable), staff
names, and the experience of the proposed team;
3) Summary of the technology proposed; and,
4) The degree to which the solution components are currently in use.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: __________
Location
page
paragraph
Description:
5.2.4
FINANCIAL RESPONSIBILITY INFORMATION (M)
5.3
INSURANCE REQUIREMENTS (M)
5.3.1
(DELETED)
WORKERS’ COMPENSATION (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, and agree to furnish the State satisfactory evidence thereof at the time the
State may so request. The Bidder shall provide evidence of Worker’s Compensation
insurance with Bid submission and is required to sign Exhibit 5-A, Workers’
Compensation Certification, and submit with the Bid response.
SECTION 5 - Page 2
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ____
_____
Location
page
paragraph
Description:
5.3.2
COMMERCIAL GENERAL LIABILITY (M)
The Prime 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 agreement. This insurance shall apply
separately to each insured against whom a claim is made or suit is brought, subject to
the Bidder’s limit of liability. The Prime Contractor shall agree to furnish the State
satisfactory evidence thereof within 10 calendar days of contract award.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
___
Location
page
paragraph
Description:
5.4
PAYEE DATA RECORD (STD 204) (M)
The Bidder must sign Exhibit 5-B, Payee Data Record, STD. 204, and submit with the Final Bid.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: __________
Location
page
Description:
5.5
DARFUR CONTRACTING ACT
Not Applicable
SECTION 5 - Page 3
paragraph
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5.6
DISABLED VETERANS BUSINESS ENTERPRISE (DVBE) PROGRAM
5.6.1
DVBE INCENTIVE
DVBE incentives will be applied pursuant to CCR, Title 2, §§ 1896.99.100 and
1896.99.120. The incentive will be applied during the evaluation process, and will only
be applied to responsive bids from responsible Bidders providing at least one percent
(1%) DVBE participation. The incentive amount is based on a scale under which
Bidders obtaining higher levels of participation qualify for greater incentive amounts,
according to Table 5.1, below. The minimum incentive amount for this IFB is one
percent (1%), with a maximum incentive amount of five percent (5%).
Table 5.1 – DVBE Incentive Point Scale
Confirmed DVBE participation of:
DVBE Incentive:
5% or more
5%
4% up to 4.99%
4%
3% up to 3.99%
3%
2% up to 2.99%
2%
1% up to 1.99%
1%
The incentive will be applied by reducing the bid price by the amount of incentive as
computed from the lowest responsive bid submitted by a responsible Bidder. The
computation is for evaluation purposes only.
Application of the incentive shall not displace an award to a Small Business with a NonSmall Business. If the lowest responsive bid is from a responsible California certified
Small Business, the only Bidders eligible for the incentive will be California certified
Small Businesses.
THE INCENTIVE ADJUSTMENT CANNOT EXCEED FIVE PERCENT (5%) OR
$100,000, WHICHEVER IS LESS, OF THE LOWEST RESPONSIVE BID PRICE FROM
A RESPONSIBLE BIDDER.
Bidders claiming DBVE incentive must complete both forms found via links in Exhibit 5C, Bidder Declarations, GSPD-05-105 (REV 08/09), and Disabled Veteran Business
Enterprise Declaration, State of California form STD. 843.
5.7
CONTRACTOR’S LICENSE (M)
Contractors and Subcontractors performing cable and/or wiring installation work or structural
modifications for the State are required to have the appropriate State Contractor's License.
THE COMPANY SUBMITTING THE BID MUST HAVE THE APPROPRIATE LICENSE AS
WELL AS ANY SUBCONTRACTORS. The License must be in the name of the company or the
name of the "qualifying individual" of the company. Bidders are to complete Exhibit 5-D,
Contractor’s License Information.
SECTION 5 - Page 4
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Contractor shall pay the rate of wages for regular, overtime, and holiday work plus
employer payments for benefits generally prevailing in the locality in which the work is
performed, for all crafts, classifications or types of workmen used on State premises at the point
of delivery by the Contractor for the assembly and installation of material purchased under this
Contract.
A Bid that does not contain the above information, or if the information is later proven false, shall
be considered nonresponsive and will be rejected by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: __________
Location
page
paragraph
Description:
5.8
1)
PUBLIC WORKS REQUIREMENTS (M)
In accordance with the provisions of Section 1773 of the California Labor Code, the
Contractor shall conform and stipulates to the general prevailing rate of wages, including
employer benefits as defined in Section 1773.1 of the California Labor Code, applicable to
the classes of labor to be used for public works such as at the delivery site for the
assembly and installation of the equipment of materials purchased under the Contract.
Pursuant to Section 1770 of the California Labor Code, the Department of Industrial
Relations has ascertained the general prevailing rate of wages in the county in which the
work is to be done. Contractor will furnish a copy of the Department of Industrial Relations
booklet entitled General Prevailing Wage Rates. The booklet is required to be posted at
the job site. The Department of Industrial Relations, Prevailing Wage Unit may be
contacted at www.dir.ca.gov (select Statistics and Research) or (415) 703-4774.
2)
Prior to the commencement of performance, the Contractor must obtain and provide to the
State, a payment bond, on STD 807 when the subcontract involves public works
expenditure (labor/installation costs) in excess of $25,000. Such bond shall be in a sum
not less than one-half the subcontract price for the public works portion of the
labor/installation costs. Forms will be made available to the Contractor.
3)
Each participating Bidder shall complete Exhibit 5-E, List of Proposed Subcontractors
(Public Works), or indicate that none are to be used. The State reserves the right to
approve or object to the use of proposed Subcontractors on the list.
4)
Each participating Bidder must certify that it is aware of the provisions of Section 3700 of
the California Labor Code which requires every employer to be insured against liability for
workers’ compensation or to undertake self-insurance in accordance with the provisions of
that Code, and will comply with such provisions before commencing with the performance
of work of this Contract. A Workers’ Compensation Certification must be completed and
submitted with an original signature with the Bidder’s Final Bid. See Section 5.3.1,
Worker’s Compensation and Exhibit 5-A, Worker’s Compensation Certification.
SECTION 5 - Page 5
CALIFORNIA TECHNOLOGY AGENCY
5)
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Laws To Be Observed
a) Labor
Pursuant to Section 1775 of the California Labor Code, the Contractor shall, as a penalty
to the State or political subdivision on whose behalf the Contract is made or awarded,
forfeit not more than fifty dollars ($50) for each calendar day, or portion thereof, for each
worker paid by the Contractor, or its Subcontractor, less than the prevailing wage so
stipulated; and in addition, the Contractor further agrees to pay to each worker the
difference between the actual amount paid for each calendar day, or portion thereof, and
the stipulated prevailing wage rate for the same. This provision shall not apply to
properly registered apprentices.
Pursuant to Sections 1810-1815 of the California Labor Code, inclusive, it is further
agreed that the maximum hours a worker is to be employed is limited to eight (8) hours a
day and 40 hours a week and the Contractor shall forfeit, as a penalty to the State, $25
for each worker employed in the execution of the Contract for each calendar day during
which a worker is required or permitted to labor more than eight (8) hours in any
calendar day or more than 40 hours in any calendar week, in violation of Sections 18101815 of the California Labor Code, inclusive.
b) Travel and Subsistence Payments
The Contractor shall pay the travel and subsistence of each worker needed to execute
the work, as such travel and subsistence payments are defined in the applicable
collective bargaining agreements filed in accordance with California Labor Code Section
1773.8.
c) Apprentices
Special attention is directed to Sections 1777.5, 1777.6, and 1777.7 of the California
Labor Code and Title 8, California Code of Regulations Section 200 et seq. Each
Contractor and/or Subcontractor must, prior to commencement of the public works
Contract, contact the Division of Apprenticeship Standards, 525 Golden Gate Avenue,
San Francisco, CA, or one of its branch offices to ensure compliance and complete
understanding of the law regarding apprentices and specifically the required rationale
there under. Responsibility for compliance with this section lies with the prime
Contractor.
d) Payroll
The Contractor shall keep an accurate payroll record showing the name, address, Social
Security Account Number, work classification and straight time and overtime hours
worked by each employee. A certified copy of the employee’s payroll record shall be
made available for inspection as specified in Section 1776 of the California Labor Code.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: __________
Location
page
Description:
SECTION 5 - Page 6
paragraph
CALIFORNIA TECHNOLOGY AGENCY
5.9
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SMALL BUSINESS PREFERENCE
Sections 14835, et seq. of the Government Code requires that a five percent (5%) preference
be given to Bidders who qualify as a Small Business or Bidders who qualify as a Non-Small
Business claiming at least 25% California Certified Small Business Subcontractor participation.
The rules and regulations of this law, including the definition of a Small Business, or qualifying
Non-Small Business, are in California Code of Regulations, Title 2, Sections 1896, et seq.
Small business nonprofit veteran service agency (SB/NVSA) prime Bidders that are California
Small Business certified and meet the requirements under Military and Veterans Code sections
999.50, et seq. are eligible for the five percent (5%) Small Business Preference. More
information regarding the Small Business Preference may be found at the following website:
http://www.dgs.ca.gov/pd/Programs/OSDS.aspx
If a Bidder is claiming the Small Business Preference, they must complete and submit as part of
the bid response, Exhibit 5-F, Small Business Preference.
Bidders claiming the Small Business Preference must also complete and submit as part of the
bid response, Exhibit 5-C, Bidder Declaration, form GSPD-05-105 (REV 08/09), which can be
found at the following website: http://www.documents.dgs.ca.gov/pd/poliproc/MASTErBidDeclar08-09.pdf.
The Bidder awarded the Contract is contractually obligated to use the Subcontractors for the
corresponding work identified unless the State agrees to a substitution and it is incorporated by
amendment to the contract. (2 CCR § 1896.10.)
Certification applications and required support documents must be submitted to the Office of
Small Business and DVBE Services (OSDS) no later than 5:00 p.m. on the bid due date; and
the OSDS must be able to approve the application as submitted. Bidders may contact the
OSDS for any information or questions concerning certification.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
Location
____
page
paragraph
Description:
5.10
COMMERCIALLY USEFUL FUNCTION (M)
All Bidders and Subcontractors identified in the bid response to fulfill the requirements for one or
more of the socio-economic programs (e.g., DVBE, Small Business) must perform a
commercially useful function (CUF) in the resulting contract. CUF is defined pursuant to Military
and Veterans Code section 999(b)(5)(B) and Government Code section 14837(d)(4)(A) for the
DVBE and Small Business programs, respectively.
Bidders must complete and submit as part of the bid response, Exhibit 5-G, Commercially
Useful Function Certification.
Bidder(s) may be required to submit additional written clarifying information regarding CUF.
Failure to submit the requested written information as specified may be grounds for bid
rejection.
SECTION 5 - Page 7
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
____
Location
page
paragraph
Description:
5.11
CERTIFICATION OF USE TAX COLLECTION FOR SELLER’S PERMIT (M)
The Bidders are subject to all requirements set forth in Sections 6452, 6487, 7101 and 18510 of
the Revenue and Taxation Code, and Section 10295 of the Public Contract Code, requiring
suppliers to provide a copy of their retailer’s seller’s permit or certification of registration, and, if
applicable, the permit or certification of all participating affiliates issued by the State of
California’s Board of Equalization. Unless otherwise specified in this IFB, a copy of the retailer’s
seller’s permit or certification of registration, and, if applicable, the permit or certification of all
participating affiliates must be submitted with the Bidder’s Final Bid. Failure of the Bidder to
comply by supplying the required documentation will cause the Bidder’s Bid to be considered
nonresponsive and the Bid rejected. See Exhibit 5-H, Certificate of Use Tax Collection for
Seller’s Permit.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: __________
Location
page
paragraph
Description:
5.12
TARGET AREA CONTRACT PREFERENCE ACT (TACPA)
Preference will be granted to the California-based Bidders in accordance with Government
Code section 4530 whenever agreements for goods and services are in excess of $100,000 and
the Bidder meets certain requirements, as defined in the California Code of Regulations (Title 2,
section 1896.30), regarding labor needed to produce the goods or provide the services being
procured. Bidders desiring to claim TACPA shall complete Std. Form 830, Target Area Contract
Preference Act, Preference Request for Goods and Services, and submit it with the Final Bid.
Refer to the following website link to obtain the appropriate form:
http://www.documents.dgs.ca.gov/pd/poliproc/tacpapage.pdf
SECTION 5 - Page 8
CALIFORNIA TECHNOLOGY AGENCY
5.13
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
ENTERPRISE ZONE ACT (EZA)
Government Code section 7080, et. seq., provides that California based companies may be
granted preferences when submitting Bids on State agreements in excess of $100,000 for
goods and services (excluding construction agreements), if the business site is located within
designated "Enterprise Zones" (see Std. Form 831, Enterprise Zone Act Preference (EZA)
Request for Goods and Services Solicitation). Bidders desiring to claim this preference must
submit a fully executed copy of Std. Form 831 with their Final Bid. Bidders proposing to perform
the Contract in a designated enterprise zone are required to identify such site(s) on the Std.
Form 831. Failure to identify a site(s), which qualifies as an enterprise zone, will result in denial
of the claimed preferences. Refer to the following website link to obtain the appropriate form:
http://www.documents.dgs.ca.gov/pd/poliproc/ezapage.pdf
A Bidder that has claimed an EZA preference, and is awarded the Contract based on such
preference(s), will be obligated to perform the Contract in accordance with the Act. Bidders
desiring to claim this preference must submit a fully executed copy of appropriate forms with the
Final Bid.
5.14
LOCAL AGENCY MILITARY BASE RECOVERY AREA ACT (LAMBRA)
The LAMBRA bidding preference, for which you may qualify, is used for Bid solicitation
purposes only, to a maximum of $50,000. The preference does not alter the amount of the
resulting Contract (Government Code, section 7118 et. seq., and California Code of
Regulations, Title 2, Section 1896, 100 et. seq.). Bidders desiring to claim this preference must
submit a fully executed copy of STD. Form 832, Local Agency Military Base Recovery Area Act
for Goods and Services Solicitations, with the Final Bid. Refer to the following website link to
obtain the appropriate form:
http://www.documents.dgs.ca.gov/pd/poliproc/lambrapage.pdf
5.15
OTHER ADMINISTRATIVE REQUIREMENTS
5.15.1 PRIMARY BIDDER (M)
The award, if made, will be to a single Bidder. The selected primary Bidder will be
responsible for successful performance of all subcontractors and support services
offered in response to this Bid. Furthermore, the State will consider the primary Bidder
to be the sole point of contact regarding contractual matters for the term of the resulting
contract. The Bidder shall not assign financial documents to a third-party without prior
written approval by the State, and an amendment to the resulting contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
Location
____
page
Description:
SECTION 5 - Page 9
paragraph
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5.15.2 SUBCONTRACTOR (M)
Any Subcontractor that the Bidder chooses to use in fulfilling the requirements of this
IFB, and which is expected to receive more than ten percent (10%) of the value of the
contract, must also meet all Administrative and Technical Requirements of the IFB, as
applicable, and must be approved, in advance, by the State.
Nothing contained in the resulting contract shall create any relationship between the
State and any Subcontractors, and no subcontract shall relieve the Bidder of its
responsibilities and obligations. The Bidder is fully responsible to the State for the acts
and omissions of its Subcontractors and of persons either directly or indirectly employed
by any of them.
The Contractor shall not change Subcontractor(s) and/or DVBE Subcontractor(s) if such
changes conflict with the work to be performed under this contract. For DVBE
Subcontractor changes, the Contractor shall utilize another DVBE Subcontractor. The
State recognizes that changes to Subcontractor(s) may be necessary and in the best
interests of the State, however, advance notification of a contemplated change and the
reasons for such change must be made to the State no less than seven (7) business
days prior to the existing Subcontractor’s termination. If this should occur, the Contractor
should be aware that the State contract administrator or designee must approve any
changes to the subcontractor(s) prior to the termination of the existing Subcontractor(s).
This also includes any changes made between submittal of the Final Bid and actual start
of the contract.
The State will respond within 15 business days. The State will not compensate the
Contractor for any of the Contractor’s time or effort to educate or otherwise make the
new Subcontractor(s) ready to begin work on the contract.
Prime Contractor is solely responsible for any payments to or claims made by
subcontractors.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
Location
____
page
paragraph
Description:
5.15.3 AMENDMENT (M)
Any contract executed as a result of this IFB, may be amended, consistent with the
terms and conditions of the original solicitation and by mutual consent of both parties,
subject to approval by DGS under Public Contract Code 12100.
SECTION 5 - Page 10
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
____
Location
page
paragraph
Description:
5.15.4 EQUIPMENT (M)
All equipment offered must be new and the latest model in current production. USED,
SHOPWORN, REFURBISHED, DEMONSTRATOR, PROTOTYPE OR DISCONTINUED
MODELS ARE NOT ACCEPTABLE.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
___
Location
page
paragraph
Description:
5.15.5 BID REJECTION
A Final Bid may be rejected if it is conditional or incomplete, or if it contains any
alterations of form or other irregularities, of any kind, in accordance with Section 2,
Paragraph 2.3.7.4, Errors in the Final Bid. Deviation from terms and conditions
previously approved for this IFB shall be cause for rejection of your Bid. BIDDERS
SUBMITTING CONDITIONAL BIDS MAY BE DISQUALIFIED.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: __________
Location
page
Description:
SECTION 5 - Page 11
paragraph
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5.15.6 COMPLETED CONTRACT (M)
Bidders shall submit one (1) Standard Agreement (STD 213), one (1) Master, seven (7)
hardcopies, and three (3) soft copies (CD) - ORIGINAL SIGNATURE REQUIRED ON
MASTER AND ALL COPIES. The master copy must be signed by a person authoriz,ed
to contractually bind the Bidder’s company (final only). Bidders must also provide one (1)
copy each of the additional documents provided as part of Appendix B, Contract and
Attachments.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: _____
Location
____
page
Description:
SECTION 5 - Page 12
paragraph
CALIFORNIA TECHNOLOGY AGENCY
5.16
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBITS
EXHIBIT 5-A WORKERS’ COMPENSATION CERTIFICATION
The undersigned in submitting this document hereby certifies the following:
I certify that I am aware of the provisions of Section 3700 of the California Labor Code which
require every employer to be insured against liability for workers’ compensation or to undertake
self-insurance in accordance with such provisions, and will comply with such provisions, before
commencing the performance of the work of this contract.
_____________________________________________
Signature
____________________________
Date
____________________________________________
Name and Title (Print or Type)
____________________________
Street Address
____________________________________________
Firm Name
____________________________
City, State ZIP
SECTION 5 - Page 13
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
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SECTION 5 - Page 14
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 5-B PAYEE DATA RECORD (STD. 204)
Refer to the following website link to obtain the appropriate form.
http://www.documents.dgs.ca.gov/osp/pdf/std204.pdf
SECTION 5 - Page 15
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
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EXHIBIT 5-C BIDDER DECLARATIONS
Bidder Declaration GSPD-05-105 (REV 08/09):
http://www.documents.dgs.ca.gov/pd/poliproc/MASTEr-BidDeclar08-09.pdf.
Disabled Veteran Business Enterprise Declaration, State of California form STD. 843:
http://www.documents.dgs.ca.gov/pd/poliproc/STD-843FillPrintFields.pdf.
SECTION 5 - Page 17
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 5-D CONTRACTOR’S LICENSE INFORMATION
(Installation Services Only)
Bidder shall complete the applicable Contractor’s license information below in accordance with
the Contractor’s State License Board, Department of Consumer Affairs. A Contractor’s license
of appropriate class, C10, is required before any Bidder can contract business (e.g. submit a
bid) which includes the installation of cable and wiring, electrical modification. In addition, if
structural modifications are required, a Class B license is required.
CONTRACTOR:
Class_____________________________________
License No: _________________
Licensee: __________________________________
Expiration Date: ______________
Note: Bidder (Firm’s Name or a Responsible Managing Employee) must be
licensed in addition to all Subcontractor(s) performing under this Contract.
SUBCONTRACTOR 1
Class_____________________________________
License No: _________________
Licensee: _________________________________
Expiration Date: ______________
Relationship of Licensee to Contractor: ________________________________________
SUBCONTRACTOR 2
Class_____________________________________
License No: _________________
Licensee: _________________________________
Expiration Date: ______________
Relationship of Licensee to Contractor: ________________________________________
(Use additional sheets if necessary.)
SECTION 5 - Page 19
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EXHIBIT 5-E LIST OF PROPOSED SUBCONTRACTORS (PUBLIC WORKS)
Listed hereinafter is the name and address of each Subcontractor who will be employed and the
kind of work which each will perform if the Contract is awarded to the afore signed. I
understand that under Government Code Section 4100 through 4113* (See Note Below) I must
here clearly set forth the name and address of each Subcontractor who will perform work or
labor or render service to me in or about the construction of the work in an amount in excess of
one-half of one percent (1/2 of 1%) of my total bid and that as to any work in which I fail to do
so, I agree to perform that portion myself or be subject to penalty under the act.
(NOTE: IF MORE THAN ONE SUBCONTRACTOR IS LISTED FOR THE SAME TYPE OF
WORK, STATE THE PORTION OF THAT TYPE OF WORK THAT THE INDIVIDUAL
SUBCONTRACTOR WILL BE PERFORMING. LIST THE SUBCONTRACTORS’
APPLICABLE CONTRACTORS LICENSE NUMBER(S), IF AVAILABLE. VENDORS
OR SUPPLIERS OF MATERIALS ONLY, NEED NOT BE LISTED.)
If additional space is required for the listing of proposed Subcontractors, reproduced additional
sheets showing the required information, as indicated below, shall be attached hereto and made
a part of the Final Bid.
KIND OF WORK
SUBCONTRACTOR
NAME AND ADDRESS
LICENSE NO.
______________________
_________________________________ _______________
______________________
_________________________________ _______________
______________________
_________________________________ _______________
______________________
_________________________________ _______________
______________________
_________________________________ _______________
______________________
_________________________________ _______________
______________________
_________________________________ _______________
______________________
_________________________________ _______________
NOTE: The above listing requirement will for purposes of this bid be construed in
accordance with the provisions of the Subletting and Subcontracting Fair
Practices Act (“The Act”) as set forth in Government Code Sections 4100 through
4113. Also, for purposes of this bid and interpretation of The Act, a vendor will be
considered to be a prime Contractor regardless of whether such vendor is or is
not a licensed contractor.
SECTION 5 - Page 21
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EXHIBIT 5-F SMALL BUSINESS PREFERENCE
Bidders desiring to claim the Small Business preference must complete this Exhibit and
return it with the Final bid to be eligible for the Small Business Preference. Businesses
must be certified by California.
1. Are you claiming preference as a California certified Small Business?
Yes
No
2. If yes, complete the following:
Non-manufacturer
Manufacturer
3. Are you a Non-Small Business claiming at least 25% Small Business Subcontractor
Preference?
Yes
No
SECTION 5 - Page 23
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EXHIBIT 5-G COMMERCIALLY USEFUL FUNCTION CERTIFICATION
Date: __________
Name of Bidder:
________________________
A business that is performing a commercially useful function is one that does all of the
following:
1)
Is responsible for the execution of a distinct element of the work of the Contract
2)
Carries out its obligation by actually performing, managing or supervising the
work involved
3)
Performs work that is normal for its business, services and function
4)
Is not further subcontracting a portion of the work that is greater than that
expected to be subcontracted by normal industry practices.
The Bidder must provide a written statement below detailing the role, services and/or goods the
Subcontractor(s) will provide to meet the Commercially Useful Function requirement.
SECTION 5 - Page 25
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 - AGREEMENT OTP 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 5-H CERTIFICATE OF USE TAX COLLECTION FOR SELLER’S PERMIT
Complete this form to describe the Bidder and any affiliate of the Bidder (person or entity that is
controlled by, or is under common control of, the Bidder through stock ownership or other
affiliation) that makes sales for delivery into California.
In the event that the Bidder or any such affiliate has registered for but has not yet been issued a
Seller’s Permit by the California State Board of Equalization:
1)
2)
Enter N/A in the “Seller’s permit Number” Column, and
Attach to this form a copy of the Certificate of Registration issued by the State Board
of Equalization.
BUSINESS ENTITY NAME
SELLER’S PERMIT NUMBER
SECTION 5 - Page 27
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SECTION 6
TECHNICAL REQUIREMENTS
6.1
INTRODUCTION FOR INMATE/WARD TELEPHONE SYSTEM SERVICES .......................................... 3
6.1.1
IWTS REQUIREMENTS OVERVIEW......................................................................................................... 4
6.1.1.1
IWTS Designation of Requirements Overview ................................................................................... 4
6.1.1.2
IWTS Bidder’s Documentation Requirements .................................................................................... 5
6.1.1.3
Pacific Time ......................................................................................................................................... 5
6.1.1.4
Special Correctional Environment....................................................................................................... 6
6.2
IWTS GENERAL SYSTEM REQUIREMENTS........................................................................................... 6
6.2.1
CONTRACT ADMINISTRATION FEE........................................................................................................ 6
6.2.2
IWTS CUSTOMER REFERENCES ............................................................................................................ 8
6.2.3
IWTS COMPLIANCE .................................................................................................................................. 8
6.2.3.1
IWTS Local, State, and Federal Statutory and Regulatory Compliance............................................. 9
6.2.3.2
IWTS Legislative Compliance ............................................................................................................. 9
6.2.4
IWTS HARDWARE ENGINEERING DOCUMENTATION ......................................................................... 9
6.2.4.1
6.2.5
IWTS HARDWARE ENGINEERING DOCUMENTATION ................................................................ 10
IWTS IN-USE REQUIREMENTS .............................................................................................................. 10
6.2.5.1
IWTS Hardware................................................................................................................................. 10
6.2.5.2
IWTS Software .................................................................................................................................. 11
6.2.5.2.1
6.2.6
IWTS Software Licenses ........................................................................................................... 11
IWTS DOCUMENTATION REQUIREMENTS .......................................................................................... 12
6.2.6.1
IWTS Documentation ........................................................................................................................ 12
6.2.6.2
IWTS Types of Pre-Installation Documentation ................................................................................ 12
6.2.6.3
IWTS As-Built Documentation Requirements ................................................................................... 13
6.2.6.4
IWTS Documentation Availability ...................................................................................................... 13
6.2.6.5
Quantity of Documentation ............................................................................................................... 13
6.2.6.6
State Property ................................................................................................................................... 14
6.2.7
IWTS ACCURATE TIME AND DATE....................................................................................................... 14
6.2.8
IWTS DAYLIGHT SAVING TIME ............................................................................................................. 15
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CALIFORNIA TECHNOLOGY AGENCY
6.2.9
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS CABLE AND WIRING .................................................................................................................... 15
6.2.9.1
IWTS CAT3 Horizontal Wiring Compatibility Requirement ............................................................... 15
6.2.9.2
IWTS Signal Amplification Requirements ......................................................................................... 16
6.2.9.3
IWTS Special Cabling Requirements................................................................................................ 16
6.2.9.4
Connecting Equipment for IWTS ...................................................................................................... 16
6.2.9.5
IWTS Industry Standards .................................................................................................................. 17
6.2.10
IWTS POWER REQUIREMENTS ........................................................................................................ 17
6.2.10.1 IWTS Conditioning Equipment .......................................................................................................... 18
6.2.11
IWTS COMMUNICATION LINKS TO PUBLIC NETWORKS .............................................................. 18
6.2.12
IWTS CALLING CARDS AND DEBIT CALLING ................................................................................ 18
6.2.13
IWTS CALL CONTROL SYSTEM CATEGORIES ............................................................................... 19
6.2.14
IWTS NON-CONFIDENTIAL CALLS ................................................................................................... 21
6.2.15
INMATE PERSONAL IDENTIFICATION NUMBERS (PINs)............................................................... 21
6.3
IWTS SERVICES’ TELEPHONE SYSTEM .............................................................................................. 22
6.3.1
IWTS TELEPHONE SYSTEM NETWORK REQUIREMENTS ................................................................ 22
6.3.1.1
IWTS Voice Network Design Requirements ..................................................................................... 22
6.3.1.2
IWTS Voice Network Performance Requirements ............................................................................ 24
6.3.1.3
IWTS Voice Network Congestion Control Methodology ................................................................... 24
6.3.1.4
IWTS Voice Network Latency Control Methodology ......................................................................... 24
6.3.1.5
IWTS Voice Network Operations Center .......................................................................................... 25
6.3.1.6
IWTS Voice Network Ubiquity ........................................................................................................... 25
6.3.1.7
IWTS Voice Network Scalability ........................................................................................................ 26
6.3.1.8
IWTS Voice Network Survivability ..................................................................................................... 26
6.3.1.9
IWTS Voice Network Security ........................................................................................................... 26
6.3.1.10 IWTS Fraud Protection...................................................................................................................... 27
6.3.1.11 IWTS Fraud Detection....................................................................................................................... 27
6.3.1.11.1
IWTS Fraud Detection Features ............................................................................................... 28
6.3.1.11.2
IWTS Technical Approach ........................................................................................................ 28
6.3.1.12 IWTS State Requested Fraud Detection Capabilities ....................................................................... 29
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.3.1.12.1
IWTS Extra Dialed Digits........................................................................................................... 29
6.3.1.12.2
IWTS Reports of Detected Attempts ......................................................................................... 29
6.3.1.12.3
IWTS Detection of Unusual or Suspicious Dialing .................................................................... 30
6.3.1.13 IWTS Disaster Recovery Plans ......................................................................................................... 30
6.3.2
IWTS TELEPHONE HARDWARE AND ENCLOSURE REQUIREMENTS ............................................. 31
6.3.2.1
Inmate/Ward Telephones .................................................................................................................. 31
6.3.2.1.1
Non-programmable IWTS Telephones ..................................................................................... 32
6.3.2.1.2
Surface Mounting ...................................................................................................................... 32
6.3.2.1.3
Telephone Identifiers (Telephone ID) ....................................................................................... 33
6.3.2.1.4
Volume and Noise Control ........................................................................................................ 33
6.3.2.1.5
No Coin Slots/Card Slots .......................................................................................................... 33
6.3.2.1.6
Armored Handset Cord ............................................................................................................. 34
6.3.2.1.7
Mobile Carts .............................................................................................................................. 34
6.3.2.2
IWTS Outdoor Telephones ............................................................................................................... 35
6.3.2.3
IWTS Telecommunications Devices for the Deaf/Teletypewriter Telephones (TDD/TTY) ............... 35
6.3.2.4
IWTS Telephone Enclosures that Include Booths, Wall and/or Pedestals ....................................... 36
6.3.2.4.1
Telephone Enclosure with Optional Pedestal Design ............................................................... 36
6.3.2.4.2
Telephone Booth Enclosure Design ......................................................................................... 37
6.3.2.4.3
Booth Enclosure Door Option ................................................................................................... 38
6.3.2.4.4
Telephone Enclosure Finish...................................................................................................... 38
6.3.2.4.5
Americans with Disabilities Act (ADA) Requirements ............................................................... 39
6.3.3
IWTS TELEPHONE SYSTEM FUNCTIONALITY .................................................................................... 39
6.3.3.1
Domestic Calls from an Inmate/Ward Telephone ............................................................................. 39
6.3.3.2
International Calls from an Inmate/Ward Telephone ........................................................................ 40
6.3.3.3
IWTS Call Processing Information .................................................................................................... 40
6.3.3.4
IWTS Voice Prompts ......................................................................................................................... 40
6.3.3.5
IWTS Voice Responses .................................................................................................................... 41
6.3.3.6
IWTS Inmate/Ward Outbound Call System Process ........................................................................ 41
6.3.3.6.1
Call Flow Charts ........................................................................................................................ 41
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.3.3.6.2
Call Validation ........................................................................................................................... 41
6.3.3.6.3
Call Denial and Identification..................................................................................................... 42
6.3.3.6.4
Designated CDCR Hot Lines – Calls Recorded........................................................................ 43
6.3.3.6.5
Designated CDCR Hot Lines – Calls Not Recorded ................................................................. 43
6.3.3.6.6
Calls to Other State Agencies’ Hot Lines .................................................................................. 44
6.3.3.6.7
Call Control Feature Parameter Verification ............................................................................. 44
6.3.3.6.8
Outbound Call Process for Domestic Calls ............................................................................... 45
6.3.3.6.9
Outbound Call Process for International Calls .......................................................................... 46
6.3.3.7
Accepting and Receiving IWTS Calls ............................................................................................... 47
6.3.3.7.1
Accepting Calls from Inmates or Wards.................................................................................... 47
6.3.3.7.2
IWTS Rating by Call Type Option ............................................................................................. 48
6.3.3.7.3
IWTS Call Blocking by Called Party .......................................................................................... 48
6.3.3.7.4
Receiving a Prepaid Call from an Inmate/Ward ........................................................................ 49
6.3.3.7.5
Passive Acceptance .................................................................................................................. 49
6.3.3.8
IWTS Recorded Messages Played to Called Party .......................................................................... 50
6.3.3.8.1
Call Setup Branding .................................................................................................................. 50
6.3.3.8.2
Overlay Message ...................................................................................................................... 52
6.3.3.8.3
Call Termination Message ........................................................................................................ 52
6.3.3.9
Call Detail Records (CDR) for IWTS ................................................................................................. 53
6.3.3.9.1
IWTS Call Detail Record Content ............................................................................................. 53
6.3.3.10 IWTS Call Termination ...................................................................................................................... 54
6.3.3.10.1
Software Controlled Manual Termination.................................................................................. 54
6.3.3.10.2
Hardwired Switch Manual Termination ..................................................................................... 55
6.3.3.11 IWTS Outbound Calling Restrictions ................................................................................................ 56
6.3.3.11.1
IWTS Outbound Only Calls ....................................................................................................... 56
6.3.3.11.2
Secondary Dial Tone................................................................................................................. 56
6.3.3.11.3
Calling Other CDCR Facilities ................................................................................................... 57
6.3.3.11.4
Maximum Ring Time ................................................................................................................. 57
6.3.3.12 IWTS Call Control Features .............................................................................................................. 58
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.3.3.12.1
IWTS Calling Schedules ........................................................................................................... 58
6.3.3.12.2
IWTS Time Between Completed Calls...................................................................................... 58
6.3.3.12.3
IWTS Call Duration ................................................................................................................... 59
6.3.3.12.4
IWTS Extra Dialed Digits Prevention ........................................................................................ 59
6.3.3.12.5
IWTS Blocked Calls by CDCR Authorized Staff ....................................................................... 60
6.3.3.12.6
Blocking Specific Types of Telephone Numbers by IWTS ....................................................... 60
6.3.3.13 IWTS Detection of Unusual or Suspicious Dialing ............................................................................ 61
6.3.3.14 IWTS Detection of Three-Way Calls ................................................................................................. 61
6.3.3.15 IWTS Detection of Call Forwarding................................................................................................... 62
6.3.3.16 IWTS Third-Party Call Flag, Warn, or Disconnect ............................................................................ 63
6.3.3.17 Additional Detection Capability by IWTS .......................................................................................... 63
6.3.3.17.1
Automated System Malfunction Notification ............................................................................. 64
6.3.3.18 IWTS User Group Configuration ....................................................................................................... 64
6.3.3.19 IWTS Telephone System Quality Requirements .............................................................................. 65
6.3.3.19.1
Industry Standards .................................................................................................................... 65
6.3.3.19.2
Voice Quality ............................................................................................................................. 65
6.3.3.20 IWTS TDD/TTY CALL PROCESSING REQUIREMENTS................................................................ 66
6.3.3.20.1
Use of Turbo Coding ................................................................................................................. 66
6.3.3.20.2
Interface with California Relay Service (CRS) Call Centers ..................................................... 66
6.3.3.20.3
Speed Dial Number for CRS ..................................................................................................... 67
6.3.3.20.4
IWTS TDD/TTY Call Recording Functionality ........................................................................... 67
6.3.3.21 TDD/TTY Telephone Calls through IWTS......................................................................................... 68
6.3.3.21.1
Direct Dialing from an IWTS Voice Line to a TDD/TTY ............................................................ 68
6.3.3.21.2
Direct Dialing from an IWTS TDD/TTY to a TDD/TTY Device .................................................. 69
6.3.3.21.3
IWTS TDD/TTY Device to a Hearing Capable Called Party through CRS ............................... 69
6.3.4
IWTS TELEPHONE SYSTEM DATABASES ........................................................................................... 70
6.3.4.1
IWTS Blocked Number Database ..................................................................................................... 70
6.3.4.2
IWTS Prepaid Accounts Database ................................................................................................... 70
6.3.4.3
IWTS Facility Phone List Database .................................................................................................. 71
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CALIFORNIA TECHNOLOGY AGENCY
6.3.4.4
6.3.5
IWTS Billing Number Address (BNA) Database ............................................................................... 71
IWTS TELEPHONE SYSTEM DOCUMENTATION REQUIREMENTS ................................................... 71
6.3.5.1
6.3.6
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS User Guide for the Called Party .............................................................................................. 72
IWTS END-USER CUSTOMER SERVICE REQUIREMENTS................................................................. 72
6.3.6.1
Customer Service Hours of Operation for IWTS ............................................................................... 73
6.3.6.2
IWTS Toll Free Customer Service Access Number .......................................................................... 73
6.3.6.3
Supported Languages ....................................................................................................................... 74
6.3.6.4
IWTS Complaint Resolution and Escalation Plan ............................................................................. 74
6.3.6.5
IWTS Service and Support Resources ............................................................................................. 75
6.3.6.6
Customer Service Average Speed of Answer (ASA) for IWTS......................................................... 75
6.4
IWTS LIVE MONITORING TERMINALS.................................................................................................. 76
6.4.1
IWTS LIVE MONITORING TERMINAL NETWORK ................................................................................ 77
6.4.2
IWTS LIVE MONITORING TERMINALS.................................................................................................. 77
6.4.2.1
IWTS Live Monitoring Terminal Deployments .................................................................................. 78
6.4.2.2
IWTS Live Monitoring System ........................................................................................................... 78
6.4.2.3
IWTS Graphical User Interface (GUI) ............................................................................................... 78
6.4.2.4
IWTS Live Monitoring Terminal Identification ................................................................................... 79
6.4.2.5
IWTS Live Monitoring Terminal Display Content Requirements ...................................................... 79
6.4.2.6
IWTS Log-In Screen.......................................................................................................................... 80
6.4.2.7
IWTS Live Monitoring Terminal Functionality Requirements ............................................................ 80
6.4.2.8
IWTS Scan and Live Monitoring of Multiple Calls ............................................................................. 81
6.4.2.8.1
Park and Listen To Calls ........................................................................................................... 82
6.4.2.8.2
Hands-Free Monitoring ............................................................................................................. 82
6.4.2.8.3
Termination of Active Calls ....................................................................................................... 82
6.4.2.9
IWTS Barge-In To Active Calls ......................................................................................................... 83
6.4.2.10 IWTS Access a “Help” Menu ............................................................................................................. 83
6.4.2.11 IWTS Live Monitoring Terminal Display of Active Call ...................................................................... 83
6.4.2.12 IWTS Live Monitoring Terminal Stealth ............................................................................................ 84
6.4.2.13 IWTS Live Monitoring Terminal Volume ........................................................................................... 84
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.4.2.14 Multiple Users Monitoring a Live Call with IWTS .............................................................................. 84
6.4.2.15 IWTS Live Monitoring Terminal Physical Restrictions ...................................................................... 85
6.4.2.16 IWTS Live Monitoring Terminal Physical Security ............................................................................ 86
6.4.2.17 IWTS Extended Distances of Live Monitoring Terminals.................................................................. 86
6.4.2.18 IWTS User Guide for IWTS Live Monitoring Terminals .................................................................... 86
6.4.2.19 IWTS Live Monitoring Terminal Limited Authority ............................................................................. 87
6.4.2.20 IWTS Live Monitoring Terminal Manual Notification ......................................................................... 87
6.5
CDCR IWTS INVESTIGATIVE SYSTEM ................................................................................................. 88
6.5.1
CDCR IWTS LIVE MONITORING AND MANAGEMENT CAPABILITIES OVERVIEW ......................... 88
6.5.2
CDCR IWTS INVESTIGATIVE SYSTEM NETWORK REQUIREMENTS ............................................... 88
6.5.2.1
IWTS Investigative System Network Architecture ............................................................................ 89
6.5.2.2
IWTS Investigative System Network Functionality ........................................................................... 90
6.5.2.3
IWTS Investigative System Network Ubiquity ................................................................................... 91
6.5.2.4
IWTS Investigative System Network Scalability ............................................................................... 91
6.5.2.5
IWTS Investigative System Network Survivability ............................................................................ 91
6.5.2.6
IWTS Investigative System Network Points of Failure...................................................................... 92
6.5.2.7
IWTS Investigative System Data Storage Center ............................................................................. 92
6.5.2.8
IWTS Data Transmission Encryption ................................................................................................ 92
6.5.2.9
IWTS Investigative System Network Security ................................................................................... 93
6.5.2.10 IWTS Investigative System Network Operations Center (NOC) ....................................................... 93
6.5.2.11 IWTS Disaster Recovery Plans ......................................................................................................... 94
6.5.3
IWTS INVESTIGATIVE WORKSTATIONS .............................................................................................. 95
6.5.3.1
IWTS Functional Integration ............................................................................................................. 95
6.5.3.2
IWTS Investigative Workstation Hardware Configuration ................................................................. 95
6.5.3.3
IWTS Investigative Workstation Software Security ........................................................................... 96
6.5.3.4
IWTS Investigative Workstation Identification ................................................................................... 97
6.5.3.5
IWTS Investigative Workstation Independent Operation .................................................................. 97
6.5.3.6
IWTS Extended Distances of IWTS Investigative Workstations ....................................................... 97
6.5.4
IWTS INVESTIGATIVE WORKSTATION FUNCTIONALITY .................................................................. 98
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ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.5.4.1
IWTS Investigative Workstation Search Functionality ...................................................................... 98
6.5.4.2
IWTS Investigative Workstation Limited Authority ............................................................................ 99
6.5.4.3
IWTS Password Protected Log-In..................................................................................................... 99
6.5.4.4
IWTS Malicious Code Prevention ..................................................................................................... 99
6.5.4.5
IWTS Investigative Workstation Capacity ....................................................................................... 100
6.5.4.6
IWTS Remote Software Updates .................................................................................................... 100
6.5.4.7
IWTS Remote Access Capability .................................................................................................... 101
6.5.4.8
IWTS Investigative Workstation Screens/Icons .............................................................................. 101
6.5.4.8.1
IWTS Log-In Screen................................................................................................................ 101
6.5.4.8.2
IWTS Welcome Screen ........................................................................................................... 102
6.5.4.8.3
IWTS Log-Out Screen ............................................................................................................. 102
6.5.4.8.4
IWTS Live Monitoring Screen ................................................................................................. 103
6.5.4.8.5
IWTS Reports Screen ............................................................................................................. 103
6.5.4.8.6
IWTS Facility Phone List Screen Content ............................................................................... 104
6.5.4.8.7
IWTS On-Line Manual............................................................................................................. 104
6.5.4.8.8
IWTS User Guide for IWTS Investigative Workstations .......................................................... 104
6.5.4.9
IWTS Investigative Workstation Live Monitoring Display................................................................ 105
6.5.4.10 IWTS Live Monitoring Manual Notification ...................................................................................... 106
6.5.4.11 IWTS Live Monitoring Multiple Locations ........................................................................................ 106
6.5.4.12 IWTS Monitoring Telephone Station/Location Status ..................................................................... 106
6.5.4.13 IWTS Call Termination Control from an Investigative Workstation ................................................. 107
6.5.4.14 IWTS Simultaneous Replay ............................................................................................................ 108
6.5.4.15 Forwarding a Recorded Call File on the IWTS ............................................................................... 108
6.5.4.16 IWTS Search Criteria for Call Recording ........................................................................................ 108
6.5.4.17 IWTS Voice Recording Access ....................................................................................................... 109
6.5.4.18 IWTS Voice Recording Playback Capability ................................................................................... 109
6.5.4.19 IWTS Facility Phone List ................................................................................................................. 110
6.5.4.19.1
IWTS Facility Phone List Screen Details ................................................................................ 110
6.5.4.19.2
IWTS Facility Phone List Search Criteria ................................................................................ 110
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.5.4.19.3
IWTS Alert Group Creation and Activation ............................................................................. 111
6.5.4.19.4
IWTS Alert Group Functionality............................................................................................... 111
6.5.4.19.5
IWTS Alert Group Deactivation ............................................................................................... 112
6.5.4.19.6
Deleting an Alert Group or Telephone Number from IWTS .................................................... 113
6.5.4.20 IWTS Alert Number Notification ...................................................................................................... 113
6.5.5
CDCR IWTS ACCOUNT ADMINISTRATION REQUIREMENTS .......................................................... 113
6.5.5.1
IWTS Instructional Brochures ......................................................................................................... 113
6.5.5.2
IWTS Systems Manuals .................................................................................................................. 114
6.5.5.3
IWTS System Administration Manuals............................................................................................ 114
6.5.5.4
IWTS Investigative Workstation Guide ........................................................................................... 115
6.6
CDCR IWTS ADMINISTRATIVE CONTROL ......................................................................................... 115
6.6.1
IWTS ADMINISTRATIVE CONTROL..................................................................................................... 115
6.6.2
SITE VISITS TO IWTS STORAGE FACILITIES .................................................................................... 115
6.6.3
IWTS INVESTIGATIVE WORKSTATION ACCESS (DELETED) .......................................................... 116
6.6.4
IWTS REMOTE ACCESS CAPABILITY (DELETED)............................................................................ 116
6.6.5
IWTS MOBILE ADMINISTRATIVE USER (DELETED) ......................................................................... 116
6.6.6
CDCR HEADQUARTERS IWTS ADMINISTRATIVE TESTING/TRAINING SYSTEM (DELETED) ..... 116
6.6.7
USER GUIDE FOR IWTS ADMINISTRATIVE WORKSTATIONS (DELETED) .................................... 116
6.6.8
SINGLE USER IWTS MAPPING VERIFICATION ................................................................................. 116
6.6.9
IWTS NO BILL TEST NUMBERS .......................................................................................................... 117
6.6.10
IWTS ACCEPTANCE TEST PLANS.................................................................................................. 117
6.6.10.1 IWTS Acceptance Test Plan ........................................................................................................... 118
6.6.10.2 IWTS Acceptance Testing............................................................................................................... 118
6.6.10.3 IWTS Acceptance Testing Evaluation............................................................................................. 118
6.6.10.4 IWTS Acceptance Testing Deliverables.......................................................................................... 119
6.6.11
CDCR IWTS ROLE-BASED USER PROFILES ................................................................................. 119
6.6.11.1 CDCR IWTS USER PROFILE UNIQUE NUMERIC CODE ............................................................ 121
6.6.12
IWTS DAILY CALL DETAIL RECORDS RETRIEVAL ...................................................................... 121
6.6.13
TRACKING IWTS ACCESS ............................................................................................................... 122
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.6.13.1 Tracking Prime Contractor Personnel IWTS Access ...................................................................... 123
6.6.13.2 Tracking System and Operations Administrator’s User Profile IWTS Access ................................ 123
6.6.13.3 Non-Tracking User Class ................................................................................................................ 123
6.6.13.4 Tracking All Other IWTS User Profiles............................................................................................ 124
6.6.14
CDCR IWTS AUTHORIZED USER PROFILE FUNCTIONALITY ..................................................... 124
6.6.15
IWTS CALL CONTROL FEATURE PACKAGE PARAMETER SETTINGS ..................................... 125
6.6.16
IWTS BLOCKED NUMBER ADMINISTRATION ............................................................................... 126
6.6.17
IWTS ADMINISTRATIVE WORKSTATION FUNCTIONALITY (DELETED, REVISED, & MOVED) 126
6.6.18
CDCR IWTS USER ACCESS TO SPECIFIC CDCR FACILITIES ..................................................... 126
6.6.19
MONITORING THE IWTS NETWORK (DELETED, REVISED, & MOVED)...................................... 127
6.7
IWTS DATA MANAGEMENT ................................................................................................................. 127
6.7.1
IWTS INFORMATION SECURITY ......................................................................................................... 127
6.7.1.1
IWTS Data Media Disposal Requirements ..................................................................................... 128
6.7.1.2
IWTS Internet Access Protection .................................................................................................... 129
6.7.2
IWTS DATABASE MAINTENANCE ...................................................................................................... 129
6.7.3
IWTS DATA PARTITIONING (DELETED) ............................................................................................. 129
6.7.4
IWTS DATABASE UPDATE FUNCTIONALITY .................................................................................... 129
6.7.5
IWTS DATA ARCHIVING ....................................................................................................................... 130
6.7.5.1
IWTS Archived Data Access ........................................................................................................... 130
6.7.5.2
IWTS Automatic Archiving .............................................................................................................. 130
6.7.5.3
IWTS Storage of Recordings On-Site ............................................................................................. 131
6.7.6
IWTS DATABASE ACCESS BY AUTHORIZED STAFF....................................................................... 131
6.7.6.1
Multiple IWTS Database Access ..................................................................................................... 132
6.7.6.2
Multiple IWTS Log-Ons ................................................................................................................... 132
6.7.6.3
IWTS Password Requirements ....................................................................................................... 133
6.7.6.4
IWTS Database Search Capability ................................................................................................. 133
6.7.6.5
IWTS Multi-Facility Database Search Capability ............................................................................ 134
6.7.6.6
Export IWTS Data Format ............................................................................................................... 134
6.7.7
IWTS DATABASE RECOVERY ............................................................................................................. 135
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Data Backup and Recovery .................................................................................................. 135
6.7.7.1.1
System Failures ...................................................................................................................... 135
6.7.7.1.2
IWTS Full Recovery ................................................................................................................ 136
6.7.7.1.3
IWTS Data Backup Requirements .......................................................................................... 136
6.7.7.1.4
IWTS Database Redundancy.................................................................................................. 137
6.7.8
IWTS RECORDING REQUIREMENTS .................................................................................................. 137
6.7.8.1
Start of Recording ........................................................................................................................... 137
6.7.8.2
IWTS “Do Not Record” Numbers .................................................................................................... 138
6.7.8.3
IWTS On-Site Recording Storage Capacity .................................................................................... 138
6.7.8.4
IWTS Playback, Download, Save, and Transfer Rate .................................................................... 138
6.7.8.5
IWTS Recording Database Scalability ............................................................................................ 139
6.7.8.6
IWTS Playback of Recording on Other Types of Media ................................................................. 139
6.7.8.7
IWTS Proof of Authenticity .............................................................................................................. 140
6.7.8.8
IWTS Audible Beep Tones .............................................................................................................. 140
6.8
IWTS SERVICE, SUPPORT, AND MAINTENANCE ............................................................................. 140
6.8.1
IWTS SERVICE, SUPPORT, AND MAINTENANCE RESPONSIBILITIES........................................... 141
6.8.1.1
6.8.2
Responsibilities of the Prime Contractor for IWTS ......................................................................... 141
IWTS SERVICE AND SUPPORT REQUIREMENTS ............................................................................. 142
6.8.2.1
IWTS Help Desk for CDCR ............................................................................................................. 142
6.8.2.1.1
IWTS Help Desk Access ......................................................................................................... 142
6.8.2.1.2
IWTS Help Desk Hours of Operation ...................................................................................... 143
6.8.2.1.3
IWTS Help Desk Procedures Manual ..................................................................................... 143
6.8.2.2
IWTS Trouble Ticket Reporting and Tracking System.................................................................... 143
6.8.2.2.1
6.8.2.3
6.8.3
IWTS Trouble Ticket Content .................................................................................................. 144
IWTS Trouble Ticket Priority Definitions and Responses Table ..................................................... 146
IWTS MAINTENANCE REQUIREMENTS ............................................................................................. 147
6.8.3.1
IWTS Routine and Preventative Maintenance Requirements ........................................................ 147
6.8.3.1.1
Scheduling IWTS Remote and Network Routine Maintenance .............................................. 147
6.8.3.1.2
IWTS Maintenance Procedures and Scheduling Plans .......................................................... 148
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6.8.3.1.3
6.8.3.2
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Facility-Specific IWTS Maintenance Schedules...................................................................... 148
IWTS Remedial Maintenance Requirements .................................................................................. 149
6.8.3.2.1
IWTS Remedial Maintenance Response Times ..................................................................... 149
6.8.3.2.2
IWTS Diagnostic Assistance ................................................................................................... 149
6.8.3.3
IWTS Software Maintenance Requirements ................................................................................... 150
6.8.3.4
On-site Administrator ...................................................................................................................... 150
6.8.4
IWTS TRAINING REQUIREMENTS....................................................................................................... 150
6.8.4.1
General IWTS Training Requirements ............................................................................................ 150
6.8.4.1.1
Trainer Certification by CDCR................................................................................................. 151
6.8.4.1.2
IWTS Training Plan ................................................................................................................. 151
6.8.4.2
Methods of Training for IWTS ......................................................................................................... 152
6.8.4.2.1
IWTS Investigative Workstation Training ................................................................................ 152
6.8.4.2.2
IWTS Live Monitoring Terminal Training................................................................................. 152
6.8.4.2.3
IWTS Administration Training ................................................................................................. 153
6.8.5
IWTS USER MANUALS FOR CDCR AUTHORIZED STAFF................................................................ 153
6.9
IWTS TOOLS AND REPORTS .............................................................................................................. 154
6.9.1
IWTS INVESTIGATIVE TOOLS AND REPORTS .................................................................................. 154
6.9.1.1
IWTS Investigative Report Format .................................................................................................. 155
6.9.1.2
IWTS Investigative Report Fields.................................................................................................... 155
6.9.1.3
IWTS Investigative Reports ............................................................................................................ 156
6.9.1.3.1
IWTS Call Detail Reports ........................................................................................................ 156
6.9.1.3.2
IWTS Custom Query ............................................................................................................... 157
6.9.1.3.3
IWTS Frequency by Origination Report .................................................................................. 157
6.9.1.3.4
IWTS Frequency by Destination Report ................................................................................. 157
6.9.1.3.5
IWTS Alert Group by Destination Report ................................................................................ 158
6.9.1.3.6
IWTS Alert Group by CDCR Authorized User Report ............................................................. 158
6.9.1.3.7
IWTS Shared Destination Report ............................................................................................ 158
6.9.1.3.8
IWTS Station Configuration Report......................................................................................... 159
6.9.1.4
Search Fields Available for IWTS Ad Hoc Reports ......................................................................... 159
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6.9.1.5
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
CDCR IWTS Administrative Reports .............................................................................................. 160
6.9.1.5.1
IWTS User ID Creation Report................................................................................................ 160
6.9.1.5.2
IWTS Audit Log Report ........................................................................................................... 161
6.9.1.5.3
IWTS Live Monitoring Terminal Activity Report ...................................................................... 161
6.9.1.5.4
IWTS Passive Acceptance Report .......................................................................................... 162
6.9.1.5.5
IWTS Blocked Number Report ................................................................................................ 162
6.9.1.5.6
IWTS Do Not Record Report................................................................................................... 162
6.9.1.5.7
IWTS Data Backup Validation Report ..................................................................................... 163
6.9.2
FORMAT OF MONTHLY IWTS REPORTS ........................................................................................... 163
6.9.3
IWTS CUSTOMER SERVICE REPORTS .............................................................................................. 164
6.9.3.1
IWTS Trouble Ticket Report ........................................................................................................... 164
6.9.3.2
IWTS Daily Average Speed of Answer Reports (Monthly and Summary) ...................................... 165
6.9.3.3
IWTS Customer Service Call Volume Reports (Monthly and Summary)........................................ 166
6.9.3.4
IWTS Customer Service Issues by Type Reports (Monthly and Summary) ................................... 166
6.9.3.5
IWTS Customer Service Ad Hoc Report Capability ........................................................................ 166
6.9.4
IWTS SERVICE, SUPPORT, AND MAINTENANCE REPORTS ........................................................... 167
6.9.4.1
Current IWTS Inventory Report (Monthly) ...................................................................................... 167
6.9.4.2
IWTS Network Performance Reports.............................................................................................. 169
6.9.5
IWTS CALL VOLUME AND REVENUE REPORTS (MONTHLY AND SUMMARY) ............................ 169
6.9.5.1
IWTS Call Volume by Facility Report (Monthly and Summary) ...................................................... 170
6.9.5.2
IWTS Call Volume by Category of Call Type Report (Monthly and Summary) .............................. 170
6.9.5.3
IWTS Daily Call Volume by Call Type Report ................................................................................. 171
6.9.5.4
IWTS Daily Call Volume for International Calls Report................................................................... 171
6.9.5.5
IWTS Data File ................................................................................................................................ 172
6.9.6
IWTS AD HOC REPORTS ..................................................................................................................... 172
6.10
IWTS FINANCIAL REPORTS ............................................................................................................ 172
6.10.1
IWTS SUMMARY MINUTES BY CALL CATEGORY REPORT ........................................................ 173
6.10.2
MONTHLY IWTS DISTRIBUTION OF REVENUES BY CALL CATEGORY SUMMARY ................. 174
6.10.3
IWTS CORRECTIONAL FACILITY SUMMARY REPORT ................................................................ 175
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6.10.4
MONTHLY IWTS REVENUE ANALYSIS REPORT .......................................................................... 176
6.10.5
CUMULATIVE IWTS USAGE FOR STATE FISCAL YEAR AND CALENDAR YEAR REPORTS .. 176
6.10.6
MONTHLY IWTS TRACKING REPORT ............................................................................................ 177
6.10.7
CUMULATIVE MONTHLY IWTS ADMINISTRATIVE FEES REPORT ............................................. 178
6.11
IWTS WEB SITE PORTALS .............................................................................................................. 178
6.11.1
IWTS PUBLIC WEB SITE .................................................................................................................. 179
6.11.2
IWTS PRIVATE WEB SITE ................................................................................................................ 179
6.11.3
PRIME CONTRACTOR HOSTED WEB-BASED IWTS APPLICATION ........................................... 180
6.11.3.1 System Use Notification/IWTS Log-In Screen ................................................................................ 180
6.11.3.2 IWTS Log-Out Screen ..................................................................................................................... 181
6.11.3.3 IWTS Concurrent Session Control .................................................................................................. 181
6.11.3.4 IWTS Application Session Expiration.............................................................................................. 181
6.12
IWTS SERVICE LEVEL AGREEMENTS ........................................................................................... 182
6.12.1
IWTS RIGHTS AND REMEDIES ........................................................................................................ 183
6.12.2
IWTS TROUBLE TICKET STOP CLOCK CONDITIONS .................................................................. 184
6.12.3
IWTS TECHNICAL SERVICE LEVEL AGREEMENTS ..................................................................... 186
6.12.4
IWTS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS ........................................................... 192
6.12.5
IWTS SERVICE LEVEL AGREEMENT REPORTS ........................................................................... 195
6.12.5.1 Monthly IWTS Trouble Ticket Report .............................................................................................. 195
6.12.5.2 IWTS Catastrophic (CAT) Outage SLA Report ............................................................................... 196
6.12.5.3 Monthly IWTS SLA Summary Report ............................................................................................. 197
6.12.5.4 IWTS Executive Outage Summary Report ..................................................................................... 197
6.12.5.5 Annual IWTS SLA Trouble Ticket Summary Report ....................................................................... 198
6.12.5.6 Annual IWTS SLA Trouble Ticket Summary by CDCR Facility Report .......................................... 198
6.13
IWTS BUSINESS PLAN REQUIREMENTS ....................................................................................... 199
6.13.1
PRIME CONTRACTOR IWTS BUSINESS PLAN .............................................................................. 199
6.13.1.1 IWTS Staffing and Resource Requirements ................................................................................... 199
6.13.1.2 IWTS Staffing and Resource Background Check Requirement ..................................................... 200
6.13.1.3 IWTS General Business Requirements .......................................................................................... 201
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6.13.2
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS PROJECT MANAGEMENT PLAN ........................................................................................... 201
6.13.2.1 Project Management Methodology ................................................................................................. 202
6.13.2.2 IWTS Project Schedule ................................................................................................................... 202
6.13.2.3 IWTS Site Specific Information Requests ....................................................................................... 203
6.13.2.4 Project Manager Certification for IWTS .......................................................................................... 203
6.13.2.5 Project Teams for IWTS .................................................................................................................. 203
6.13.3
IWTS ESCALATION PLAN ................................................................................................................ 204
6.13.4
IWTS CHANGE MANAGEMENT PLAN ............................................................................................ 204
6.13.5
IWTS CONFIGURATION MANAGEMENT PLAN ............................................................................. 206
6.13.6
IWTS SECURITY MANAGEMENT PLAN .......................................................................................... 206
6.13.7
IWTS CUSTOMER SERVICE PLAN .................................................................................................. 207
6.13.8
IWTS SERVICE, SUPPORT, AND MAINTENANCE PLAN .............................................................. 207
6.13.9
IWTS TRANSITION PLANS ............................................................................................................... 208
6.13.9.1 IWTS Transition-In Plan .................................................................................................................. 208
6.13.9.1.1
CDCR and End-User Impact ................................................................................................... 209
6.13.9.1.2
IWTS Transition-In Planning and Scheduling ......................................................................... 209
6.13.9.1.3
Local Exchange Carriers (LECs) Agreements for IWTS......................................................... 210
6.13.9.1.4
Working with IWTS Incumbent Contractor .............................................................................. 210
6.13.9.1.5
IWTS Cut-Over Process.......................................................................................................... 210
6.13.9.1.6
IWTS Data Transition-In Planning .......................................................................................... 211
6.13.9.1.7
IWTS System Configuration .................................................................................................... 211
6.13.9.2 IWTS Transition-Out Plan ............................................................................................................... 212
6.13.9.2.1
Transition of IWTS Equipment ................................................................................................ 212
6.13.9.2.2
State, CDCR, and End-User Impact ....................................................................................... 212
6.13.9.2.3
IWTS Transition-Out Planning and Scheduling ...................................................................... 213
6.13.9.2.4
Working with Future IWTS Contractor .................................................................................... 213
6.13.9.2.5
IWTS Data Transition-Out Planning........................................................................................ 214
6.14
IWTS BILLING REQUIREMENTS...................................................................................................... 214
6.14.1
IWTS CONVERSATION MINUTES .................................................................................................... 215
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6.14.2
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS COLLECT CALL BILLING SERVICES .................................................................................... 215
6.14.2.1 IWTS Collect Call Processing ......................................................................................................... 216
6.14.2.2 Monthly IWTS Collect Call Charge Limits ....................................................................................... 217
6.14.3
IWTS PREPAID BILLING SERVICES ............................................................................................... 217
6.14.3.1 IWTS Prepaid Call Processing ........................................................................................................ 218
6.14.3.2 IWTS Prepaid Account Payment Methods...................................................................................... 218
6.14.3.3 IWTS Unused Prepaid Account ...................................................................................................... 219
6.14.4
IWTS PROCESSING OF CALLS TO CELL PHONES ...................................................................... 220
6.14.5
IWTS BACK BILLING OF CHARGES ............................................................................................... 221
6.14.6
IWTS MONTHLY CUSTOMER STATEMENTS ................................................................................. 221
6.14.6.1 IWTS Monthly Customer Billing Statement Content ....................................................................... 221
6.14.6.2 IWTS Delivery of Monthly Billing Statements.................................................................................. 223
6.14.6.3 IWTS Monthly Customer Billing Statements On-Line ..................................................................... 223
6.14.6.4 On-Line Payment for IWTS Prepaid Accounts ............................................................................... 223
6.14.7
DELINQUENT ACCOUNTS ............................................................................................................... 224
6.15
IWTS TRANSITION REQUIREMENTS .............................................................................................. 224
6.15.1
PRIME CONTRACTOR COOPERATION .......................................................................................... 225
6.15.2
TRANSFER OF IWTS EQUIPMENT OWNERSHIP ........................................................................... 225
6.15.3
IWTS TRANSITION PLANNING ........................................................................................................ 226
6.15.4
IWTS STRATEGIC AND OPERATIONAL PLANNING ..................................................................... 226
6.16
INTRODUCTION FOR THE MANAGED ACCESS SYSTEM SERVICES ......................................... 227
6.16.1
MAS REQUIREMENTS OVERVIEW.................................................................................................. 228
6.16.1.1 MAS Designation of Requirements Overview ................................................................................. 228
6.16.1.2 MAS Bidder’s Documentation Requirements ................................................................................. 228
6.16.1.3 Pacific Time ..................................................................................................................................... 229
6.16.1.4 Special Correctional Environment................................................................................................... 229
6.17
MAS GENERAL REQUIREMENTS ................................................................................................... 230
6.17.1
MAS COMPLIANCE ........................................................................................................................... 230
6.17.1.1 MAS Local, State, and Federal Statutory and Regulatory Compliance .......................................... 230
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.17.1.2 MAS Legislative Compliance .......................................................................................................... 231
6.17.1.3 MAS Hardware Engineering Documentation .................................................................................. 231
6.17.2
MAS SOFTWARE LICENSING .......................................................................................................... 232
6.17.3
MAS DOCUMENTATION REQUIREMENTS ..................................................................................... 232
6.17.3.1 MAS Documentation ....................................................................................................................... 232
6.17.3.2 Types of Pre-Installation Documentation for MAS .......................................................................... 232
6.17.3.3 MAS As-Built Documentation Requirements .................................................................................. 233
6.17.3.4 MAS Documentation Availability ..................................................................................................... 233
6.17.3.5 State Property (DELETED) ............................................................................................................. 234
6.17.4
MAS ACCURATE TIME AND DATE.................................................................................................. 234
6.17.4.1 Daylight Saving Time ...................................................................................................................... 234
6.17.5
MAS LOCATION CATEGORIES ....................................................................................................... 235
6.17.6
DESIGNING AND ENGINEERING THE MAS AT CDCR FACILITIES ............................................. 235
6.17.7
MAS CABLE AND WIRING ............................................................................................................... 236
6.17.7.1 Connecting MAS Equipment ........................................................................................................... 236
6.17.7.2 MAS Industry Standards ................................................................................................................. 236
6.17.8
MAS POWER REQUIREMENTS ....................................................................................................... 237
6.17.8.1 MAS Conditioning Equipment ......................................................................................................... 237
6.17.9
MAS SYSTEM ARCHITECTURE ....................................................................................................... 238
6.17.9.1 MAS Service Ubiquity ..................................................................................................................... 238
6.17.9.2 MAS Service Scalability .................................................................................................................. 238
6.18
MAS FUNCTIONAL REQUIREMENTS.............................................................................................. 239
6.18.1
MAS FUNCTIONALITY ...................................................................................................................... 239
6.18.1.1 MAS Facility Coverage.................................................................................................................... 239
6.18.2
MAS PLACEMENT AND INSTALLATION ........................................................................................ 240
6.18.3
MAS COVERAGE OF DEVICES AND RADIO FREQUENCY BANDS ............................................ 240
6.18.4
MAS AFFECTS ON CURRENT RADIO SYSTEM ............................................................................. 241
6.18.4.1 Radio Frequency Interference ........................................................................................................ 241
6.18.4.2 Degradation of Fixed Radio Receivers ........................................................................................... 241
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.18.4.3 Degradation to Subscriber Units ..................................................................................................... 241
6.18.5
HOSTED WEB-BASED MAS APPLICATION ................................................................................... 242
6.18.5.1 System Use Notification/Log-In Screen for MAS ............................................................................ 242
6.18.5.2 MAS Log-Out Screen ...................................................................................................................... 243
6.18.5.3 MAS Concurrent Session Control ................................................................................................... 243
6.18.5.4 MAS Application Session Expiration ............................................................................................... 244
6.18.6
MAS CELLULAR WIRELESS COMMUNICATION PROCESSING .................................................. 244
6.18.6.1 MAS Processing of 9-1-1 ETS Calls ............................................................................................... 244
6.18.6.2 MAS Real-Time Monitoring of Blocked Cellular Wireless Communications ................................... 244
6.18.6.3 MAS Blocked Call Message ............................................................................................................ 245
6.18.6.4 Text and Email Notification for MAS ............................................................................................... 245
6.18.6.5 MAS Blocked Communication Database ........................................................................................ 246
6.18.7
ROLE-BASED MAS USER PROFILES ............................................................................................. 246
6.19
MAS SECURITY ................................................................................................................................. 247
6.19.1
MAS SECURITY ................................................................................................................................. 247
6.19.2
MAS USER LOG-ON NAME .............................................................................................................. 248
6.19.3
MAS PASSWORDS............................................................................................................................ 248
6.19.3.1 MAS Password Requirements ........................................................................................................ 248
6.19.3.2 MAS User Authentication Log ......................................................................................................... 249
6.19.4
MAS DATA TRANSMISSION ENCRYPTION .................................................................................... 249
6.19.5
MAS ANTI-VIRUS AND VIRUS PROTECTION ................................................................................. 250
6.19.5.1 MAS Anti-Virus and Virus Protection Software ............................................................................... 250
6.19.6
REPORT OF MAS BREACH OR COMPROMISE ............................................................................. 250
6.20
MAS DATA MANAGEMENT .............................................................................................................. 251
6.20.1
MAS DATA OWNERSHIP .................................................................................................................. 251
6.20.2
MAS DATA RETENTION ................................................................................................................... 251
6.20.3
MAS DATA ARCHIVING .................................................................................................................... 252
6.20.3.1 MAS Archived Data Content ........................................................................................................... 252
6.20.4
MAS DISASTER PLANNING, BACKUP, AND RECOVERY ............................................................ 253
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6.20.4.1 MAS Data Backup and Recovery Requirements ............................................................................ 253
6.20.4.2 MAS Service Failures...................................................................................................................... 253
6.20.4.3 MAS Full Recovery ......................................................................................................................... 253
6.20.4.3.1
MAS Data Backup Requirements ........................................................................................... 254
6.20.4.4 MAS Data Backup and Disaster Recovery Plan ............................................................................. 254
6.20.5
MAS DATA SECURITY POLICIES AND PROCEDURES................................................................. 255
6.20.6
MAS DATA STORAGE PHYSICAL LOCATION ............................................................................... 256
6.20.7
MAS DATABASE ............................................................................................................................... 256
6.20.7.1 MAS Access by Authorized Staff .................................................................................................... 256
6.20.7.2 MAS Database Search Capability ................................................................................................... 257
6.20.7.3 MAS Export Data Format ................................................................................................................ 257
6.21
MAS SERVICE, SUPPORT, AND MAINTENANCE .......................................................................... 257
6.21.1
MAS SERVICE, SUPPORT, AND MAINTENANCE RESPONSIBILITIES........................................ 258
6.21.1.1 MAS Responsibilities of the Prime Contractor ................................................................................ 258
6.21.2
MAS SERVICE AND SUPPORT REQUIREMENTS .......................................................................... 259
6.21.2.1 System and Carrier Signal Verification ........................................................................................... 259
6.21.2.2 Prime Contractor’s MAS Help Desk for CDCR ............................................................................... 260
6.21.2.3 MAS Help Desk Access .................................................................................................................. 260
6.21.2.4 MAS Help Desk Hours of Operation ............................................................................................... 261
6.21.2.5 MAS Help Desk Procedures Manual .............................................................................................. 261
6.21.2.6 MAS Trouble Ticket Reporting and Tracking System ..................................................................... 261
6.21.2.7 MAS Trouble Ticket Content ........................................................................................................... 263
6.21.3
MAS TROUBLE TICKET PRIORITY TABLE..................................................................................... 264
6.21.4
MAS MAINTENANCE REQUIREMENTS .......................................................................................... 265
6.21.4.1 Scheduling Remote and Routine Maintenance for MAS ................................................................ 265
6.21.4.2 Routine and Preventative Maintenance Requirements and Hardware Refresh for MAS ............... 265
6.21.4.3 System and Carrier Signal Verification ........................................................................................... 266
6.21.4.4 MAS Database Update Functionality .............................................................................................. 267
6.21.4.5 MAS Remedial Maintenance Requirements ................................................................................... 267
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.21.4.6 MAS Maintenance Procedures and Scheduling Plans ................................................................... 267
6.21.4.6.1
6.21.5
MAS Remedial Maintenance Response Times ...................................................................... 268
MAS TRAINING REQUIREMENTS.................................................................................................... 268
6.21.5.1 MAS General Training Requirements ............................................................................................. 268
6.21.5.1.1
Trainer Certification by CDCR................................................................................................. 268
6.21.5.1.2
MAS Administration Training................................................................................................... 269
6.21.5.1.3
MAS Training Plan .................................................................................................................. 269
6.21.6
MAS USER MANUALS FOR CDCR AUTHORIZED STAFF............................................................. 270
6.22
CDCR MAS ADMINISTRATIVE CONTROL ...................................................................................... 271
6.22.1
CDCR MAS ADMINISTRATIVE CONTROL SYSTEM ...................................................................... 271
6.22.2
SITE VISITS TO PRIME CONTRACTOR’S FACILITIES .................................................................. 271
6.22.3
CDCR APPROVAL OF MAS MODIFICATIONS ................................................................................ 272
6.22.4
MAS TOOLS, REPORTS, AND ALERTS .......................................................................................... 272
6.22.4.1 MAS Tools ....................................................................................................................................... 273
6.22.4.1.1
Prime Contractor Personnel MAS User Profiles ..................................................................... 273
6.22.4.1.2
CDCR MAS User Profiles ....................................................................................................... 273
6.22.4.1.3
CDCR MAS User Administration ............................................................................................ 274
6.22.4.1.4
MAS Authorized Cellular Device Access Administration ........................................................ 274
6.22.5
MAS ENTERPRISE HEALTH VERIFICATION .................................................................................. 274
6.22.5.1 MAS Report Format ........................................................................................................................ 275
6.22.5.1.1
MAS Blocked Call Detail Record (BCDR) ............................................................................... 275
6.22.5.1.2
MAS Blocked Call Detail Record (BCDR) Content ................................................................. 276
6.22.5.2 CDCR MAS Administrative Reports and Alerts .............................................................................. 276
6.22.5.2.1
MAS User ID Report ............................................................................................................... 276
6.22.5.2.2
MAS User ID Alert ................................................................................................................... 277
6.22.5.2.3
MAS Audit Log Report ............................................................................................................ 277
6.22.5.2.4
MAS Authorized Number Alert ................................................................................................ 277
6.22.5.2.5
MAS Authorized Number Report ............................................................................................ 278
6.22.5.2.6
MAS Authorized Number Expiration Alert ............................................................................... 278
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MAS Authorized Number Expiration Report ........................................................................... 279
6.22.5.3 MAS Service, Support, and Maintenance Reports ......................................................................... 279
6.22.5.3.1
MAS Data Backup Validation Report ...................................................................................... 279
6.22.5.3.2
MAS Trouble Ticket Report ..................................................................................................... 280
6.22.5.3.3
MAS Current Inventory Report (Monthly)................................................................................ 280
6.22.5.3.4
MAS Ad Hoc Reports .............................................................................................................. 281
6.23
MAS SERVICE LEVEL AGREEMENTS ............................................................................................ 282
6.23.1
MAS SLA GENERAL REQUIREMENTS ........................................................................................... 282
6.23.2
MAS RIGHTS AND REMEDIES ......................................................................................................... 283
6.23.3
MAS TROUBLE TICKET STOP CLOCK CONDITIONS ................................................................... 284
6.23.4
MAS TECHNICAL SERVICE LEVEL AGREEMENTS ...................................................................... 286
6.23.5
MAS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS ............................................................ 290
6.23.6
MAS SERVICE LEVEL AGREEMENT REPORTS ............................................................................ 292
6.23.6.1 Monthly MAS Trouble Ticket Report ............................................................................................... 292
6.23.6.2 MAS Critical Radio Frequency Service Issue SLA Report ............................................................. 293
6.23.6.3 Monthly MAS SLA Summary Report............................................................................................... 294
6.23.6.4 MAS Executive Service Summary Report ...................................................................................... 294
6.23.6.5 Annual MAS SLA Trouble Ticket Summary Report ........................................................................ 295
6.23.6.6 Annual MAS SLA Trouble Ticket Summary by CDCR Facility Report ........................................... 295
6.24
MAS BUSINESS PLAN REQUIREMENTS ........................................................................................ 296
6.24.1
PRIME CONTRACTOR MAS BUSINESS PLAN ............................................................................... 296
6.24.1.1 MAS Staffing and Resource Requirements .................................................................................... 296
6.24.1.2 MAS Staffing and Resource Background Check Requirement ...................................................... 297
6.24.1.3 MAS General Business Process Requirements ............................................................................. 298
6.24.2
MAS PROJECT MANAGEMENT PLAN ............................................................................................ 298
6.24.2.1 Project Management Methodology ................................................................................................. 299
6.24.2.2 MAS Project Schedule .................................................................................................................... 299
6.24.2.3 Site Specific Information Requests for MAS ................................................................................... 300
6.24.2.4 Project Manager Certification for MAS............................................................................................ 300
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6.24.2.5 MAS Project Teams ........................................................................................................................ 300
6.24.3
MAS ESCALATION PLAN ................................................................................................................. 301
6.24.4
MAS CHANGE MANAGEMENT PLAN ............................................................................................. 301
6.24.5
MAS CONFIGURATION MANAGEMENT PLAN .............................................................................. 303
6.24.6
MAS SECURITY MANAGEMENT PLAN ........................................................................................... 303
6.24.7
MAS SERVICE, SUPPORT, AND MAINTENANCE PLAN ............................................................... 304
6.24.8
MAS IMPLEMENTATION PLAN ........................................................................................................ 304
6.24.8.1 CDCR Impact .................................................................................................................................. 304
6.24.8.2 MAS Implementation Planning and Scheduling .............................................................................. 305
6.24.8.3 Transfer of MAS Equipment Ownership ......................................................................................... 305
6.24.9
MAS TRANSITION-OUT PLAN ......................................................................................................... 306
6.24.10
MAS STRATEGIC AND OPERATIONAL PLANNING ...................................................................... 307
6.24.11
MAS ACCEPTANCE TEST PLAN ..................................................................................................... 307
6.24.11.1
MAS Acceptance Testing ............................................................................................................ 308
6.24.11.2
MAS Acceptance Testing Evaluation .......................................................................................... 308
6.24.12
MAS ACCEPTANCE TESTING DELIVERABLES ............................................................................ 308
6.25
EXHIBITS ............................................................................................................................................ 311
EXHIBIT 6-A SPECIAL CORRECTIONAL ENVIRONMENT .......................................................................... 311
EXHIBIT 6-B IWTS CUSTOMER REFERENCE FORM ................................................................................. 317
EXHIBIT 6-C1 ADULT INSTITUTION IWTS LOCATIONS ............................................................................. 319
EXHIBIT 6-C2 ADULT INSTITUTIONS’ IWTS ANTICIPATED EQUIPMENT ................................................ 321
EXHIBIT 6-D1 CDF/CDCR ADULT CAMP IWTS LOCATIONS ..................................................................... 323
EXHIBIT 6-D2 CDF/CDCR ADULT CAMPS’ IWTS ANTICIPATED EQUIPMENT ........................................ 325
EXHIBIT 6-E1 ADDITIONAL ADULT FACILITY IWTS LOCATIONS ............................................................. 327
EXHIBIT 6-E2 ADDITIONAL ADULT FACILITIES’ IWTS ANTICIPATED EQUIPMENT ............................... 328
EXHIBIT 6-F1 NEW ADULT FACILITY IWTS LOCATIONS ANTICIPATED.................................................. 329
EXHIBIT 6-F2 NEW ADULT FACILITIES’ IWTS ANTICIPATED EQUIPMENT ............................................. 330
EXHIBIT 6-G1 YOUTH FACILITY IWTS LOCATIONS................................................................................... 331
EXHIBIT 6-H CDCR FIELD OFFICE IWTS LOCATIONS AND ANTICIPATED EQUIPMENT (DELETED) .. 333
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EXHIBIT 6-I NEW CDCR FIELD OFFICE IWTS LOCATIONS AND ANTICIPATED EQUIPMENT (DELETED)
........................................................................................................................................................................ 334
EXHIBIT 6-J IWTS CALL CONTROL SYSTEM CATEGORIES ..................................................................... 335
EXHIBIT 6-K1 CDCR 2008 IWTS CALL VOLUME BY CALL TYPE .............................................................. 337
EXHIBIT 6-K2 CDCR 2009 IWTS CALL VOLUME BY CALL TYPE .............................................................. 339
EXHIBIT 6-K3 CDCR 2010 IWTS CALL VOLUME BY CALL TYPE .............................................................. 341
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY .................................................................. 343
EXHIBIT 6-L2 CDCR 2010 IWTS CALL VOLUME BY FACILITY .................................................................. 349
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH ............. 353
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH ............. 359
EXHIBIT 6-N IWTS TRANSITION FACILITIES .............................................................................................. 365
EXHIBIT 6-O ADULT INSTITUTION MAS LOCATIONS ................................................................................ 367
EXHIBIT 6-P FUTURE ADULT FACILITY MAS LOCATIONS ANTICIPATED .............................................. 369
EXHIBIT 6-Q YOUTH FACILITY MAS LOCATIONS (DELETED) .................................................................. 371
EXHIBIT 6-R CDCR FACILITY TOPOGRAPHY ............................................................................................ 372
EXHIBIT 6-S MANAGED ACCESS SYSTEM IMPLEMENTATION OF FACILITIES ..................................... 375
EXHIBIT 6-T MAS COVERAGE BY FACILITY ............................................................................................... 378
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SECTION 6
TECHNICAL REQUIREMENTS
Section 6, Technical Requirements, describes the specific requirements of the Inmate/Ward
Telephone System (IWTS) and Managed Access System (MAS) services. The Prime
Contractor must provide complete and working IWTS/MAS services, including all hardware,
software, administration, service, support, and maintenance at no cost to the State. The items
detailed in Section 6, Technical Requirements, describe the MINIMUM requirements that the
Prime Contractor must provide. Bidders are admonished to carefully read the entire Invitation
for Bid (IFB). Section 6, Technical Requirements, will be incorporated into the Contract.
The IWTS and MAS service requirements differ and therefore will be referred to separately
throughout the IFB Sections and Exhibits. Not all CDCR facilities will use the MAS services.
Section 6, Technical Requirements, is arranged into sections that describe the specific
requirements associated with the IWTS services and MAS services to be provided by the Prime
Contractor.
Section 6.1, Introduction for Inmate/Ward Telephone System Services
Provides an overview of the IWTS services technical and operational requirements.
Section 6.2, IWTS General System Requirements
Describes the requirements that apply to all aspects of the IWTS services.
Section 6.3, IWTS Services’ Telephone System
Details the requirements of the IWTS services’ telephone system configuration, operation,
installation, capacities and facilities.
Section 6.4, IWTS Live Monitoring Terminals
Describes the IWTS physical and functional requirements that are to be provided to the CDCR
staff for monitoring IWTS inmate/ward calls.
Section 6.5, CDCR IWTS Investigative System
Describes the IWTS physical and functional requirements that are to be provided to the CDCR
staff for monitoring and investigating IWTS inmate/ward calls.
Section 6.6, CDCR IWTS Administrative Control
Describes the requirements associated with provisioning the tools and functionality necessary
for CDCR staff to properly monitor inmate/ward calls, investigate the use of the system, and
manage the IWTS services from an administrative perspective.
Section 6.7, IWTS Data Management
Describes the requirements for IWTS database management and control.
Section 6.8, IWTS Service, Support, and Maintenance
Describes the requirements associated with training, documentation, preventive maintenance,
and ongoing maintenance for all IWTS software and hardware provided by the Prime
Contractor.
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Section 6.9, IWTS Tools and Reports
Describes the various types of IWTS tools and reporting requirements including program
management reports, call detail reports, summary reports, service reports, and others.
Section 6.10, IWTS Financial Reports
Describes the specific reports that the Prime Contractor shall provide the State regarding billing
and revenue during the Contract term.
Section 6.11, IWTS Web Site Portals
Describes the requirements associated with the public and private web portals to be provided by
the Prime Contractor.
Section 6.12, IWTS Service Level Agreements
Identifies and explains the required Service Level Agreements (SLAs) for the business and
systems requirements.
Section 6.13, IWTS Business Plan Requirements
Describes the IWTS services’ administration process billing requirements, Business Plan
elements, and Project Management commitments.
Section 6.14, IWTS Billing Requirements
Describes the IWTS billing options and processes to be provided by the Prime Contractor for
the IWTS services.
Section 6.15,IWTS Transition Requirements
Describes transition plans including the IWTS Transition-In, Transition-Out, and termination of
the Contract.
Section 6.16, Introduction for Managed Access System Services
Provides an overview of the MAS services technical and operational requirements.
Section 6.17, MAS General Requirements
Describes the requirements that apply to the general aspects of the Managed Access System.
Section 6.18, MAS Functional Requirements
Describes the requirements associated with provisioning the tools and functionality necessary
for CDCR staff to properly monitor and manage the MAS from an administrative perspective.
Section 6.19, MAS Security
Describes requirements for the continuous security of the MAS services, including all data, and
provide data security procedures.
Section 6.20, MAS Data Management
Describes requirements for database management and control.
Section 6.21, MAS Service, Support and Maintenance
Describes requirements for service, support, and maintenance of the MAS services.
Section 6.22, CDCR MAS Administrative Control
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Describes the requirements associated with training, documentation, preventive maintenance,
and ongoing maintenance for all software and hardware provided by the Prime Contractor.
Section 6.23, MAS Service Level Agreements
Details the Service Level Agreements (SLAs) that the Prime Contractor will need to maintain
while the Contract is in effect.
Section 6.24, MAS Business Plan Requirements
Describes the MAS services’ Administration Process, Business Plan Elements, Project
Management Commitments, and Acceptance Testing Plan.
Section 6.25, EXHIBITS
Contains all Section 6 Exhibits.
6.1
INTRODUCTION FOR INMATE/WARD TELEPHONE SYSTEM SERVICES
The California Department of Corrections and Rehabilitation (CDCR) is the primary user of the
IWTS/MAS Contract and has various types of correctional facilities and field offices located
throughout the State of California. Exhibit 6-C1, Adult Institution IWTS Locations through
Exhibit 6-I, New CDCR Field Office IWTS Locations and Anticipated Equipment, includes the
current and anticipated CDCR locations, addresses, and telephone numbers in addition to the
quantities of IWTS equipment that are anticipated to be deployed at each facility.
IWTS call volumes by call types are included in Exhibit 6-K1, CDCR 2008 IWTS Call Volume by
Call Type, Exhibit 6-K2, CDCR 2009 IWTS Call Volume by Call Type and Exhibit 6-K3, CDCR
2010 IWTS Call Volume by Call Type. Additionally, Exhibit 6-L1, CDCR 2009 IWTS Call
Volume by Facility and Exhibit 6-L2 CDCR 2010 IWTS Call Volume by Facility provide a
historical view, by CDCR facility, of the number of calls and billable minutes during calendar
years 2009 and 2010. IWTS international call volumes by country are included in Exhibit 6-M1,
CDCR 2009 IWTS International Call Volume by Country by Month, and Exhibit 6-M2, CDCR
2010, IWTS International Call Volume by Country by Month. The Prime Contractor will accept
full risk with respect to State required deployment requirements and billable call volumes.
The State seeks a Prime Contractor maintained telephone calling system. This system will allow
for multiple calling options, multiple payment options, and associated investigative, live
monitoring and control systems. The Prime Contractor’s installation of fully functioning IWTS
services shall be completed no more than 12 months following Contract award. The IWTS
services shall minimize the demands of State personnel through innovative use of technology
and streamlined processes. The responsibilities of the State are outlined in Attachment 1,
Statement of Work (SOW). The responsibilities of the Prime Contractor are described in Section
6.8.1.1, Responsibilities of the Prime Contractor for IWTS.
The Prime Contractor shall engineer, furnish, install, test, and maintain all equipment, software,
and cabling to interconnect devices required for the proper functionality of the IWTS. The Prime
Contractor shall transfer ownership of all telephones, enclosures, associated cabling, and cut-off
switches to the State at the end of the Contract under terms and conditions of Section 6.13.9.2,
IWTS Transition-Out Plan.
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The Prime Contractor shall plan and implement a phased integration of the new IWTS without
impacting the normal daily operation of the existing IWTS. The CDCR Operations Manager and
the Prime Contractor will work together before finalizing installation and transition schedules.
The Prime Contractor shall be responsible for all costs associated with implementation of the
IWTS services, including Transition-In costs associated with the new installation or conversion
of telephone instruments, associated equipment and/or software, and telephone enclosures.
The IWTS services will be deployed in institutions within a custodial environment; therefore
certain security requirements are enforced. Site access and rules associated with working in a
custodial environment are described in Exhibit 6-A, Special Correctional Environment.
The current IWTS services will remain operational until transition and acceptance of the IWTS
services at each CDCR facility. The Prime Contractor will make every effort to ensure a
smooth, safe, and timely transition.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.1.1
IWTS REQUIREMENTS OVERVIEW
6.1.1.1
IWTS Designation of Requirements Overview
All requirements in this Section 6 are Mandatory and are pass/fail. A “Fail”
will result in a Final Bid being deemed nonresponsive and, therefore, will be
disqualified. Answering “No” to any of the Mandatory requirements will result
in a Final Bid being deemed nonresponsive and, therefore, will be
disqualified.
The Prime Contractor shall provide all Mandatory requirements at no cost to
the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Bidder’s Documentation Requirements
Bidder’s response to specific IFB requirements shall include drawings, plans
and diagrams where required that further describe the details of their
response for each technical requirement in Section 6, Technical
Requirements.
“Yes” responses to technical requirements shall be specifically described
within the “Description” portion of the response. Additional information may
be provided in accordance with the bid format described in Exhibit 8-B,
Technical Response Format Requirement. Manufacturer’s literature is only
acceptable when it is specific to the Bidder’s response.
Requirements that state the “Bidder shall provide” mean that the Bidder must
fulfill the specific requirements and submit with the response. Requirements
that state the “Prime Contractor shall provide” mean that the responsibility to
fulfill the requirements are the responsibility of the Prime Contractor after
Contract award.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.1.1.3
Pacific Time
Requirements to time shall be displayed in Pacific Time (PT).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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Special Correctional Environment
By their nature, correctional facilities require a high level of security 24-hours
a day, seven (7) days a week. Because of this need to maintain security, all
potential Bidders must be aware of the regulations regarding access to install
or maintain equipment at the institutions. The rules and procedures
associated with access and performance in this special environment are
provided in Exhibit 6-A, Special Correctional Environment. Access and
project schedules are subject to change without notice that may be a result of
lockdowns or other access limitations at one (1) or more correctional facilities.
The Prime Contractor will be responsible for implementing services that will
operate in the existing environment. The CDCR provides no guarantee that
the current institutional environments will remain the same.
CDCR reserves the right to do other work on or near the transition or
installation of the IWTS services.
The Prime Contractor and any
Subcontractor(s) shall cooperate with other contractors and suppliers. The
Prime Contractor shall schedule, conduct, adjust, correct, and coordinate
work so as to facilitate work by others and prevent delays.
The State or public agency shall be responsible for the remediation of any
asbestos and/or lead-based paint that may be discovered. If the Prime
Contractor or any Subcontractors find any presence of asbestos and/or lead
paint, they are to notify the CDCR Operations Manager immediately.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2
IWTS GENERAL SYSTEM REQUIREMENTS
These requirements apply to support and functionality of the IWTS services.
6.2.1
CONTRACT ADMINISTRATION FEE
After completion of the Transition-In phase and for the remaining term of the Contract, an
annual Contract Administration Fee of $800,000 will be payable by the Prime Contractor, in
monthly increments of $66,666.66 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 by the State
representative will be subject to a financial penalty of one and one-half percent (1.5%) per
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month of the administration fee payment balance due. Successive late payments or late
submission of reports will be subject to service level agreement remedies as described in
Section 6.12.4, IWTS Administrative Service Level Agreements.
During transition periods (in and out) of the Contract, a pro-rated portion of the $800,000
Contract Administrative Fee will be assessed on a per-site basis. A pro-rated amount of the
Contract Administration Fee will be applied to each site to determine the site’s portion of the
annual fee. The pro-rated Contract Administration Fee will be calculated from the site total
conversation minutes as a percentage of the total contract conversation minutes from the
State fiscal year baseline 2010, as identified in Exhibit 6-L2, CDCR 2010 IWTS Call Volume
by Facility. The Contract Administration Fee will be due within 30 calendar days of written
acceptance, by the CDCR Operations Manager, after successful cutover of the site. This
pro-rated Contract Administration Fee will be paid monthly, in arrears, until all CDCR IWTS
facilities are successfully cutover.
The following example, including Table SOW-1 Contract Administration Fee Calculation –
Site specific Pro-rated Fee, reflects the calculation of the Contract Administration Fee during
transition phases.
Table SOW-1 Contract Administration Fee Calculation – Site specific Pro-rated Fee
$800,000
5,276,444
99,666,347
Total Contract Administration Fee
2010 IWTS Call Volume Location Annual Total Minutes
Example: Avenal State Prison (ASP)
2010 IWTS Statewide Annual Total Minutes
5.2941%
$42,352.80
$3,529.40
Site Percentage (for Avenal of 2010 Statewide Annual Total Minutes)
Site Annual Fee Portion (of Annual $800,000 Administrative Fee for ASP)
Site Monthly Fee Portion (for ASP)
Acronym
TCAF
LATM
SATM
SP
SAFP
SMFP
1) Divide the 2010 IWTS Call Volume Location Annual Total Minutes (LATM) for
ASP by the 2010 IWTS Statewide Annual Total Minutes (SATM), to determine
the ASP Site Percentage (SP).
LATM divided by SATM = SP
2) Multiply the $800,000 Total Contract Administration Fee (TCAF) by the SP to
determine the Site’s Annual Fee Portion (SAFP) of the Contract Administration
Fee.
TCAF x SP = SAFP
3) Divide the SAFP by 12 to determine the Site’s Monthly Portion (SMFP) of the
Contract Administration Fee.
SAFP divided by 12 = SMFP
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.2
IWTS CUSTOMER REFERENCES
The Bidder shall provide five (5) IWTS Customer References from paying IWTS
customers external to the Bidder’s organization that have received services similar to
the requirements of this IFB for 12 consecutive months within the last three (3) years.
At least two (2) of the customer references must be from federal or state department of
corrections’ facilities. “Similar services” for the purposes of customer references for
this solicitation means that the services provided to a site must have included at least
40 inmate/ward telephones. Each Bidder’s reference must complete Exhibit 6-B,
IWTS Customer Reference Form, return to the State as indicated and include a
contact name, phone number, and e-mail address.
The purpose of the Customer References is to provide the State with the ability to
verify claims made in the response by the Bidder, and to ensure that the Bidder has a
proven track record of providing the desired services in a satisfactory manner.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.3
IWTS COMPLIANCE
The IWTS services shall comply with all regulatory requirements imposed by local,
state, and federal regulatory agencies and any legislative requirements imposed
throughout the term of this Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS 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
inmates/wards to place telephone calls as industry dialing requirements
change.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.3.2
IWTS 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.4
IWTS HARDWARE ENGINEERING DOCUMENTATION
The Prime Contractor shall provide engineering specifications for all major hardware
components used to meet the requirements of this Contract. These engineering
specifications shall provide an explanation of each component's capability to
adequately perform the IWTS requirements. Any future changes to the hardware or a
component's configuration shall be documented and provided to the State for approval
prior to implementation.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.4.1
IWTS HARDWARE ENGINEERING DOCUMENTATION
If the Bidders or Prime Contractor require additional site specific information,
the Bidder shall submit a written request to the procurement official using
Exhibit 1-H, Request for Information. The Prime Contractor shall submit a
written request to the CDCR Operations Manager using SOW Exhibit G,
Request for Information. The State will evaluate the request to ensure there
is no risk to security before releasing the information.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.5
IWTS IN-USE REQUIREMENTS
All IWTS components shall meet the State’s IWTS In-Use Requirements, as described
in this section, by the Final Bid due date as stated in Section 1.6, Key Action Dates.
6.2.5.1
IWTS Hardware
All IWTS hardware components installed by the Prime Contractor must have
been installed, in productive use, and in a substantially similar proposed
configuration by a paying customer external to the Prime Contractor’s
organization, for a minimum of six (6) months prior to the Final Bid due date.
Additionally, all hardware proposed after Contract award shall meet the same
In-Use Requirements.
All IWTS proposed hardware must be new and the latest model in current
production and meet customer functional requirements. Used, shopworn,
refurbished, demonstrator, prototype or discontinued models are not
acceptable for installation.
SECTION 6 Ͳ Page 10
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.5.2
IWTS Software
IWTS software proposed by the Bidder must have been installed and in
productive use, in substantially the proposed configuration and size by a
customer external to the Bidder’s organization, for a minimum of six (6)
months prior to the Final Bid due date. Additionally, all software proposed by
the Prime Contractor after Contract award 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. However, report software similar to that required shall be evaluated
using the six (6) month In-Use Requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.5.2.1
IWTS Software Licenses
The Prime Contractor shall possess and document all software licenses
necessary to legally operate the IWTS. The Prime Contractor shall own
and maintain all software for the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 11
CALIFORNIA TECHNOLOGY AGENCY
6.2.6
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS DOCUMENTATION REQUIREMENTS
6.2.6.1
IWTS Documentation
The Prime Contractor shall provide hard and soft copies of all documentation.
All written documentation shall be provided in Microsoft Office Word 2003 or
newer and Adobe Acrobat 7.0 Professional or newer. Electronic drawings
shall be provided in Adobe Acrobat (.pdf) format or AutoCAD Reader 2010
version 18 release 24 or newer 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 hosted web-based application.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.2
IWTS Types of Pre-Installation Documentation
Unless otherwise stated, the following drawings and/or diagrams shall be
delivered to CDCR at least 30 calendar days prior to installation at each
CDCR facility.
The Prime Contractor shall provide hard and electronic copies of the
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. These 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 12
CALIFORNIA TECHNOLOGY AGENCY
6.2.6.3
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS As-Built Documentation Requirements
In instances where the actual installation 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 (as-builts), one (1) full size, one (1) half size,
and one (1) electronic.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.4
IWTS Documentation Availability
The Prime Contractor shall develop and maintain current hard copy and
secure web-based documentation of each manual necessary for the IWTS
and make the documentation available to CDCR Operations Manager upon
request. The Prime Contractor shall explicitly define how the IWTS webbased documentation functionality will be delivered.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.5
Quantity of Documentation
Unless otherwise specified, three (3) copies of all written documentation shall
be provided to the CDCR Operations Manager.
Three (3) copies of electronic drawings shall be in AutoCAD Reader 2010
Version 18 release 24 or newer (.dwg), and Adobe Acrobat (.pdf) will be
delivered on CDs to the CDCR Operations Manager.
SECTION 6 Ͳ Page 13
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.6
State Property
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 IWTS to reproduce copyrighted
documentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.7
IWTS ACCURATE TIME AND DATE
The IWTS service shall maintain accurate Pacific Time (PT) and date stamping in a
consistent manner for all CDCR IWTS sites. The accurate PT and date shall be
distributed to all IWTS network nodes using or displaying the date and time of day.
The system shall use a single standardized time source such as the Official U.S. time
and update to that source at least once per day as well as upon power up conditions.
All date and time elements in all reports, records, and data components generated by
the IWTS shall reference PT. Date and time elements shall not vary more than one (1)
second from any one (1) source to any other source across any local or wide area
network component.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 14
CALIFORNIA TECHNOLOGY AGENCY
6.2.8
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS DAYLIGHT SAVING TIME
Software shall automatically adjust for California daylight saving time changes that
occur twice a year. These changes shall be accomplished without causing interruption
to IWTS service operations and shall be done automatically at the exact time of
change.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9
IWTS CABLE AND WIRING
All CDCR institutions have a minimum of Category 3 (CAT3) cabling for the IWTS. All
cabling is buried, located in institutional walls, or mounted 20 feet above ground in
hardened walled conduit. For security reasons, the State retains sole responsibility for
performing any changes to installed physical plant infrastructure components such as
wiring and conduits as described herein. The Prime Contractor shall be allowed the
use of existing cabling at IWTS facilities where available throughout the term of the
Contract. The Prime Contractor will coordinate with the outgoing IWTS contractor for
reuse of existing horizontal or distribution cabling to meet transition requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.1
IWTS CAT3 Horizontal Wiring Compatibility Requirement
The CDCR provided wiring will be rated at a minimum CAT3. The Bidder’s
proposed IWTS service shall be capable of providing all data and voice
services over the existing State provided CAT3 wiring.
SECTION 6 Ͳ Page 15
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.2
IWTS Signal Amplification Requirements
The Prime Contractor shall provide all signal amplification equipment
necessary to send and receive signals across IWTS facilities provided wiring.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.3
IWTS Special Cabling Requirements
The Prime Contractor shall furnish and install any additional cabling that
requires a rating higher than that provided by the existing cabling. This shall
include any distribution, riser or station cabling.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.4
Connecting Equipment for IWTS
The Prime Contractor shall provide all wiring and cabling necessary to
interconnect the equipment to the jacks, distribution blocks, and Minimum
Point of Entry (MPOE) in the designated telecommunications rooms and
designated termination points. All other distribution and campus wiring will be
provided by CDCR.
SECTION 6 Ͳ Page 16
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.5
IWTS Industry Standards
All Prime Contractor installed wiring and cabling infrastructures for the IWTS
shall meet current Building Industry Consulting Services, International (BICSI
International Cabling Standard) best practices. All IWTS wiring and cabling
shall be concealed, to the extent possible, from plain view. 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 cabling requirements
(located in Bidder’s Library) to ensure a secure installation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.10 IWTS POWER REQUIREMENTS
The IWTS shall be capable of recovering 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.
The Prime Contractor shall provide all equipment necessary to maintain 100%
functionality for the IWTS for a minimum of 30 minutes. Outages resulting from
backup generator testing will not be considered a stop clock condition in calculating
Service Level Agreements (SLAs).
SECTION 6 Ͳ Page 17
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.10.1
IWTS Conditioning Equipment
The Prime Contractor shall provide electrical conditioning and protection,
such as Uninterruptable Power Supply (UPS) and surge protection strips to
protect all IWTS equipment against electrical surges, reduced voltages,
and/or poor electrical qualities provided from the correctional facility. Any
changes to the physical structure of a correctional facility, required for the
installation of conditioning and protection devices, must first be approved by
and coordinated with the CDCR Operations Manager. The Prime Contractor
shall submit SOW, Exhibit F, IWTS/MAS Contract Change Request.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.11 IWTS COMMUNICATION LINKS TO PUBLIC NETWORKS
Communication links that utilize public networks, if any, shall be protected. All
necessary security functions shall be enabled to protect sensitive information while
being processed or transferred.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.12 IWTS CALLING CARDS AND DEBIT CALLING
The Bidder shall provide an IWTS service that does not require the use of calling cards
or debit accounts for inmates/wards to place outgoing calls on the IWTS.
SECTION 6 Ͳ Page 18
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.13 IWTS CALL CONTROL SYSTEM CATEGORIES
The IWTS service shall provide five (5) categories for Call Control. A description of
each category is provided in Exhibit 6-J, IWTS Call Control System Categories. The
IWTS Call Control System Categories are defined by their functionality, related
equipment and storage of recordings for the adult and youth facilities. The five (5) Call
Control system categories include:
1) Adult Institutions
This IWTS service for Adult Institutions also includes the CDF/DCR Fire Camps
that are located on institution grounds (i.e., Cuesta Camp at the California Men’s
Colony, and Antelope Camp at the California Correctional Center).
a) The Call Control equipment, Call Detail Records (CDR), and inmate call
recordings shall be stored off-site at the Prime Contractor’s Primary
Database Storage Facility.
b) The archived CDR and inmate call recordings shall be stored at the Prime
Contractor’s California Database Storage Facility for the Contract term.
c) The IWTS Investigative System Functionality and IWTS Tools and
Reports will be performed by using a State computer to access the Prime
Contractor hosted web-based IWTS application.
d) The Live Monitoring Terminals and IWTS Live Monitoring Terminal
Network will be provided by the Prime Contractor.
e) Cut-off switches shall be installed at Adult Institutions.
2) Adult and Youth Camps
a) This IWTS service for Adult and Youth Camps shall have the Call Control
equipment, CDRs, and inmate/ward call recordings stored off-site at the
Prime Contractor’s Primary Database Storage Facility.
b) A copy of the current CDR and inmate/ward call recordings shall be
stored on-site for 60 calendar days.
SECTION 6 Ͳ Page 19
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
c) The archived CDR and inmate/ward call recordings shall be stored at the
Prime Contractor’s California Database Storage Facility for the Contract
term.
d) The Adult and Youth Camps will use an IWTS Investigative Workstation
provided by the Prime Contractor to perform the IWTS Investigative
Functionality and IWTS Tools and Reports.
e) Cut-off switches shall be installed at Adult and Youth Camps.
3) Community Correctional Facilities (CCF) and Female Offender Program (FOP)
a) The archived CDR and inmate call recordings shall be stored at the Prime
Contractor’s California Database Storage Facility for the Contract term.
b) The IWTS service for Community Correctional Facility (CCF) and Female
Offender Program (FOP) Locations shall have the Call Control
equipment, CDRs, and inmate call recordings stored off-site at the Prime
Contractor’s Primary Database Storage Facility.
c) The CDCR staff will perform the IWTS Investigative System Functionality
and IWTS Tools and Reports by using a State computer to access the
Prime Contractor hosted web-based IWTS application.
d) The CCF and FOP Contracted staff will use an IWTS Investigative
Workstation provided by the Prime Contractor to perform the Investigative
Functionality.
e) Cut-off switches shall be installed at CCF and FOP locations.
4) Youth Facilities
a) This IWTS service for Youth Facilities shall have the Call Control
equipment, CDRs, and ward call recordings stored off-site at the Prime
Contractor’s Primary Database Storage Facility.
b) The archived CDR and ward call recordings shall be stored at the Prime
Contractor’s California Database Storage facility for the Contract term.
c) The CDCR staff will perform the IWTS Investigative System Functionality
and IWTS Tools and Reports by using a State computer to access the
Prime Contractor hosted web-based IWTS application.
d) Cut-off switches shall be installed at Youth Facilities.
5) Field Offices
a) The IWTS service for Field Offices will not require on-site equipment.
b) The CDCR Authorized staff will perform the IWTS Investigative
Workstation Functionality and IWTS Tools and Reports by using a State
SECTION 6 Ͳ Page 20
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
computer to access the Prime Contractor hosted web-based IWTS
application.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.14 IWTS NON-CONFIDENTIAL CALLS
All calls made from the IWTS telephones shall be recorded and monitored by default.
This applies to calls made to attorneys, public defenders and similar type offices. The
CDCR Operations Manager reserves the right to allow non-recorded calls from IWTS
handsets to specific phone numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.15 INMATE PERSONAL IDENTIFICATION NUMBERS (PINs)
The IWTS service shall have the capability to enable the PIN functionality if the State
elects to use PINs during the term of the Contract. The Bidder shall provide an IWTS
service that does not require the use of inmate/ward Personal Identification Numbers
(PINs) to use the system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 21
CALIFORNIA TECHNOLOGY AGENCY
6.3
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS SERVICES’ TELEPHONE SYSTEM
“End-User” refers to the inmate, ward, family or friends who make or receive calls and includes
both the calling and called party.
The Prime Contractor shall provide an IWTS services’ telephone system by which
inmates/wards may place calls to Intrastate (Local, InterLATA, IntraLATA), Interstate and
International locations. The IWTS Telephone System shall include a standard dialing method
and pattern at all correctional facilities throughout the state and not allow calls to 800, 976,
special service numbers or any other numbers defined by CDCR Operations Manager.
Inmates/Wards shall not have the ability to use calling cards to place calls on the IWTS.
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 telephones by inmates.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1
IWTS TELEPHONE SYSTEM NETWORK REQUIREMENTS
If additional detailed site specific information is required for engineering the IWTS
Telephone System Network, the Prime Contractor shall submit a written request to the
CDCR Operations Manager using SOW, Exhibit G, Request for Information. The
CDCR Operations Manager will then evaluate the request to ensure that there is no
risk to security before releasing the information.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.1
IWTS Voice Network Design Requirements
The Prime Contractor shall design and install a network that provides
connectivity to all correctional facilities and supports the capability for
statewide CDCR IWTS management and control functions.
SECTION 6 Ͳ Page 22
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor shall install and test all IWTS local and network
equipment, circuits, hardware, security, software and any other components
required for a fully operational system.
Bidders shall provide a description of all network components that support the
IWTS requirements that include:
1) Telephony system;
2) Recording storage system (local and remote);
3) Administrative data storage and associated transport (local and
remote);
4) Active monitoring system, if applicable; and,
5) Remote access system.
Bidders shall provide one (1) master and seven (7) hard, and three (3) soft
copies of the drawings with the Bid response. Electronic drawings shall be in
AutoCAD Reader 2010 version 18 release 24 or newer (.dwg) and Adobe
Acrobat 7.0 Professional, or newer. Hard copy drawings shall be provided in
Standard E-size.
Drawings shall include both topology (including redundancy) and logical
representations of all critical elements to include the following:
1)
Premise equipment type and installation requirements (physical);
2)
Type and capacity of equipment at each off-site location including
any backup systems;
3)
Circuit size/ bandwidth;
4)
Circuit type;
5)
Time Division Multiplexing (TDM) call processing components if
applicable;
6)
Internet Protocol (IP) call processing components if applicable; and,
7)
Each Call Control system category as described in Section 6.2.13,
IWTS Call Control System Categories, and Exhibit 6-J, IWTS Call
Control System Categories.
Bidders shall provide a written description of the various forms of protocols
used by the system such as T1/E1, IP, Ethernet and Asynchronous Transfer
Mode (ATM) and any applicable Quality of Service (QoS).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 23
CALIFORNIA TECHNOLOGY AGENCY
6.3.1.2
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Voice Network Performance Requirements
The IWTS voice network shall provide audio quality that meets or exceeds
the International Telecommunication Union, Telecommunication Standardization Sector (ITU-T) or Telcordia industry standards enacted by appropriate
standards organizations for transmitted and received levels, noise, crosstalk
and frequency range.
The voice network shall meet the performance requirements listed below:
1)
Dial Tone – Activation not to exceed two (2) seconds for any call;
2)
Echo Cancellation - Embedded echo cancellation to published ITU-T
recommendations; and,
3)
Grade of Service - P.01.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.3
IWTS Voice Network Congestion Control Methodology
Bidders shall provide a description of the methodology to address congestion.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.4
IWTS Voice Network Latency Control Methodology
Bidders shall provide a description of the methodology to address network
latency.
SECTION 6 Ͳ Page 24
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.5
IWTS Voice Network Operations Center
Primary monitoring status and control for the IWTS voice network and all
sites shall be at the Prime Contractor's Network Operations Center (NOC).
The NOC shall provide the following network management functions:
1)
Monitor the status and performance of the network and all network
nodes and circuits;
2)
View equipment alarms and software errors;
3)
Monitor the performance of the Live Monitoring Terminals, IWTS
Investigative Workstations and servers if applicable; and,
4)
Troubleshoot the network, Live Monitoring Terminals, IWTS
Investigative Workstations, and servers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.6
IWTS Voice Network Ubiquity
The IWTS voice network shall have the ability to provide functionality
throughout the state. Bidders shall accurately describe the processes,
network design and equipment necessary to fulfill this requirement.
SECTION 6 Ͳ Page 25
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.7
IWTS Voice Network Scalability
The IWTS voice network shall have the ability to increase delivery of services
in number and/or size. Bidders shall accurately describe the processes,
network design and equipment necessary to fulfill this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.8
IWTS Voice Network Survivability
The IWTS voice network shall not have a single point of failure which could
adversely affect the entire network. Bidders shall accurately describe the
voice network design and equipment necessary to fulfill this requirement
identifying all redundancy and diversity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.9
IWTS Voice Network Security
The Prime Contractor shall provide security and intrusion protection for the
IWTS and components connected to the public switched telephone network.
SECTION 6 Ͳ Page 26
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Describe in detail the security measures and standards that apply to the
Bidder’s system that demonstrates the full extent of voice network security
the Bidder is committing to provide.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.10
IWTS Fraud Protection
Due to the confidential and sensitive nature of the data to be transmitted, the
Prime Contractor’s system will include stringent security standards that will
protect against fraud or disruption of services if either the physical network or
transmitted data are compromised.
Bidders shall describe in detail how they will protect against unauthorized and
fraudulent use of the State’s systems and networks.
Bidders shall describe the strategy, including methodologies, network
management, and maintenance applications and tools that will be
implemented for fraud protection.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.11
IWTS Fraud Detection
The IWTS shall provide features and reports, which allow the CDCR
authorized users to maximize their efforts to detect and prevent fraudulent,
illicit, or unauthorized activity attempted by inmate/wards. The Prime
Contractor may propose reports and features in addition to those required,
which will contribute to identifying fraudulent, illicit, or unauthorized activity.
SECTION 6 Ͳ Page 27
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The IWTS shall provide sufficient security safeguards to preclude fraudulent
use of the system. Such safeguards shall include measures to prevent
incoming calls, as well as the detection and rejection of outgoing calls to
unauthorized numbers, attempts to initiate Three-Way Calling, Call
Forwarding, and/or calls to blocked numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.11.1
IWTS Fraud Detection Features
Each detection feature shall allow the CDCR Authorized Users the
option of:
1) Enabling or disabling the feature;
2) Reporting or not reporting detected activity;
3) Enabling or disabling real-time notification of detected activity; or,
4) Terminating or not terminating ongoing telephone calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.11.2
IWTS Technical Approach
As part of the technical approach of the Bid response, Bidders shall list
and fully describe all the detection and prevention capabilities related to
fraudulent, illicit, or unauthorized activity, on the proposed system.
SECTION 6 Ͳ Page 28
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.12
IWTS State Requested Fraud Detection Capabilities
Bidders shall identify the specific fraudulent activities the system’s capable of
detecting and/or preventing. Bidders shall also identify possible methods
inmates/wards may use to circumvent these capabilities.
The Bidders shall provide the following capabilities within the IWTS to detect
fraudulent or illicit activity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.12.1
IWTS Extra Dialed Digits
The IWTS shall detect extra dialed digits from either the called party or
the inmate/ward telephone.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.12.2
IWTS Reports of Detected Attempts
The IWTS shall provide a report of all calls, which the IWTS detected
with extra dialed digits. This report will provide the State with
information needed to locate the detected attempt on a recording.
SECTION 6 Ͳ Page 29
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.12.3
IWTS Detection of Unusual or Suspicious Dialing
The IWTS shall detect unusual or suspicious number sequences dialed
or dialing patterns which the system identifies as possible attempts to
commit fraud. Bidders shall provide the State with a list of the types of
activities detected and how this information will be reported.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.13
IWTS Disaster Recovery Plans
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.
Bidders 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 IWTS 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.
SECTION 6 Ͳ Page 30
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2
IWTS TELEPHONE HARDWARE AND ENCLOSURE REQUIREMENTS
The Prime Contractor shall provide and install all the inmate/ward telephone
equipment at each correctional facility and location covered by this Contract at no cost
to the State. Telephone sets will be used by inmates and wards to place calls via the
IWTS. Exhibit 6-C1, Adult Institution IWTS Locations, through Exhibit 6-G1, Youth
Facility IWTS Locations, provides statistics regarding the current and anticipated
number of inmate/ward telephones, telecommunications devices for the deaf
(TDD/TTY) and enclosures at each correctional facility. The Prime Contractor shall be
responsible for all modifications to existing enclosures necessary to mount the
proposed telephone set. The Prime Contractor shall install additional inmate/ward
telephones 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.
Bidders shall clearly describe how the system will satisfy the telephone equipment
requirements listed below, including detailed specifications.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1
Inmate/Ward Telephones
The IWTS telephones shall be capable of mounting to concrete walls,
stainless steel shrouded columns, mobile carts, or internal/external
enclosures and constructed as follows:
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);
SECTION 6 Ͳ Page 31
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
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 as described in Section 6.3.2.1.6, Armored
Handset 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 Bidder shall include the specifications and photo of the telephone. The
State will compare the specifications with the proposed telephone prior to
installation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.1
Non-programmable IWTS Telephones
Inmate/Ward telephones installed at correctional facilities shall not be
programmable. Telephones shall not be capable of being used to
program any feature of the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.2
Surface Mounting
Where applicable, the inmate/ward telephones must be surfacemounted with no access to the back of the telephone.
SECTION 6 Ͳ Page 32
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.3
Telephone Identifiers (Telephone ID)
All telephones shall use unique identifiers, provided by the CDCR
Operations Manager, that will be referenced in all database files.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.4
Volume and Noise Control
All of the inmate/ward telephones shall be equipped with volume
controls which allow inmate/wards to amplify the called party's voice.
Inmate/Ward telephones shall reduce background noise through the
use of confidencers or directional microphones in the handset.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.5
No Coin Slots/Card Slots
The inmate/ward telephones shall be manufactured without any
coin/card slots. The covering of existing coin slots is not in compliance
with this requirement. The inmate/ward telephones shall not use
physical items such as smart cards or magnetic swipe cards.
SECTION 6 Ͳ Page 33
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.6
Armored Handset Cord
The armored handset cords for the inmate/ward 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.7
Mobile Carts
Inmate telephones are installed on mobile carts at selected CDCR
facilities. The Prime Contractor shall mount the inmate telephone to the
face of the mobile cart. The mobile carts are the property of CDCR.
CDCR shall provide the mobile carts, telephone cable and connector
(i.e., marine plug).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 34
CALIFORNIA TECHNOLOGY AGENCY
6.3.2.2
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Outdoor Telephones
The Prime Contractor shall provide "all-weather" telephones to be used as
required by the State. This applies to all outside inmate/ward telephones
required throughout the State. The inmate/ward telephones must be weather
and spray resistant (Bellcore TR-TSY-000456, NEMA 3R, or similar) as they
may be exposed to extreme weather conditions. These telephones shall
meet the requirements stated in Section 6.3.2.1, Inmate/Ward Telephones,
but will be used outdoors.
Bidders shall include detailed drawings and clearly describe how the outdoor
telephones will meet this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.3
IWTS Telecommunications Devices for the Deaf/Teletypewriter Telephones
(TDD/TTY)
The IWTS vendor will provide all portable TDD/TTY telephones. The
anticipated TDD/TTY quantities are included in Exhibit 6-C1, Adult Institution
IWTS Locations, through Exhibit 6-G1, Youth Facility IWTS Locations. The
quantities vary by facility and may increase or decrease based upon changes
to facility inmate/ward population and operations. The TDD/TTY telephones
shall be portable and have the following features:
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.
The Bidder shall include the specifications and photo of the portable
TDD/TTY telephone. The State will compare the IFB specifications with the
Bidder’s proposed portable TDD/TTY telephone to ensure requirements are
met.
SECTION 6 Ͳ Page 35
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4
IWTS Telephone Enclosures that Include Booths, Wall and/or Pedestals
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 IWTS telephone booths and
pedestals.
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.
Bidders shall clearly describe how they will meet the enclosure requirements
listed below, including detailed drawings and photos of each type.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.1
Telephone Enclosure with Optional Pedestal Design
The Prime Contractor shall provide telephone enclosures for
inmate/ward telephones installed inside or outside; mounted on a wall,
or have the option to be attached to a pedestal. The telephone
enclosures shall provide privacy for the inmate/ward, but allow the
inmate/ward to be visually accessible by CDCR staff.
Prior to
installation, CDCR will inspect all enclosures, shelves, pedestals, and
other mounting apparatus to ensure requirements are met. The
telephone enclosure design shall be constructed as follows:
1)
Dimensions include: 29.5” H x 14.5” W x 9.75” D, with an
allowable variance of ten percent (10%) plus or minus;
SECTION 6 Ͳ Page 36
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2)
Rugged steady beaded welded aluminum construction that
is weather-resistant;
3)
Powder coated finish that is stainless steel;
4)
Shall not have removable parts, glass, sharp edges, or
Plexiglas or similar material;
5)
Pedestals, when required, shall be bolted to the ground;
and,
6)
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.
Bidders shall provide documentation that describes the physical
characteristics of the telephone enclosures with the optional pedestal,
including hardware specifications and pictures.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.2
Telephone Booth Enclosure Design
The Prime Contractor shall provide telephone booth enclosures for
inmate/ward telephones installed inside or outside. The inmate/ward
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 Section 6.3.2.4.5, 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);
SECTION 6 Ͳ Page 37
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
4)
Tempered glass panels without wire in the glass; and,
5)
No removable parts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.3
Booth Enclosure Door Option
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.4
Telephone Enclosure Finish
Telephone enclosures shall be non-rusting and non-reflecting, with
matte finish.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 38
CALIFORNIA TECHNOLOGY AGENCY
6.3.2.4.5
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Americans with Disabilities Act (ADA) Requirements
Enclosures shall meet all ADA requirements and ADA Accessibility
Guidelines (ADAAG) as appropriate for new construction or alteration.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3
IWTS TELEPHONE SYSTEM FUNCTIONALITY
A call detail record data string shall be generated for all calls which include incomplete
and completed calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.1
Domestic Calls from an Inmate/Ward Telephone
Domestic calls made on the IWTS will allow the called party the option to
receive collect or prepaid calls. All collect and prepaid calls shall require tendigit dialing and human operators may not be used in placing the calls. IWTS
dialing for prepaid calls shall not differ from collect calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 39
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.2
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
International Calls from an Inmate/Ward Telephone
International calls made on the IWTS will be prepaid by the called party (no
collect International Calls). Human operators may not be used in placing
International Calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.3
IWTS Call Processing Information
All call processing and call rating information shall be captured, stored and
kept current by the Prime Contractor. Call rating information includes, Local,
InterLATA, IntraLATA, Interstate, International country codes, and any other
information necessary to accurately process and rate calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.4
IWTS Voice Prompts
The IWTS shall be capable of accepting dual-tone multi-frequency (DTMF)
keypad input as a means of input for answering all system provided questions
or prompts from the inmate/ward and called party.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 40
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.5
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Voice Responses
The IWTS shall provide sufficient voice storage and response capability to
support the voice message and inmate/ward interaction requirements
pertaining to all calling services, and as described in Section 6.3.3.12, IWTS
Call Control Features. Under no circumstances shall an inmate/ward or the
called party experience a delay in placing an IWTS call due to insufficient
voice messaging and response resources.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6
IWTS Inmate/Ward Outbound Call System Process
6.3.3.6.1
Call Flow Charts
The Bidder shall provide flow chart(s) of the call flow process from the
point of the inmate/ward going off-hook through all possibilities of call
completion. A separate flow chart shall be provided for all Interactive
Voice Response (IVR) menu selections and for each IVR application
(e.g., inmate/ward call processing, Customer Service). Flow chart(s)
shall be maintained current throughout the term of the Contract and
provided to the CDCR Operations Manager for approval prior to any
changes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.2
Call Validation
All calls shall be validated against all databases (IWTS, Prime
Contractor, Local Exchange Carrier (LEC), wireless and any other
applicable database) on a real time basis to restrict access to blocked
numbers, payphones, pagers or other devices.
SECTION 6 Ͳ Page 41
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.3
Call Denial and Identification
The IWTS shall provide select call completion denial information and
playback to the inmate/ward. When a call cannot be completed, the
system shall play one of the following announcements to the
inmate/ward explaining why the call could not be completed in these
circumstances:
1)
Line is out of service;
2)
Line is busy;
3)
No answer;
4)
Number is blocked (includes blockage by LEC, called party,
CDCR facility or other reason for being blocked);
5)
Dialed number is not a valid number; or,
6)
Prepaid account does not have sufficient funds for a three
(3) minute call.
Bidders shall describe how the system will detect and announce the
conditions above and share any other announcement options the
system generates for a non-completed call. The system shall allow for
modification of any announcement as determined by the CDCR
Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 42
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.6.4
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Designated CDCR Hot Lines – Calls Recorded
The IWTS shall allow inmates/wards to dial a fictitious site-specific tendigit telephone number that emulates standard dialing options and
connects calls to a designated CDCR hot line at the respective CDCR
facility. These site specific calls will not have to be processed over the
Prime Contractor’s network, therefore these calls will not be charged.
These calls will be processed and stored on the IWTS where the
investigative user can retrieve the call.
The hot line calls shall be recorded, and Call Detail Records (CDR) data
strings shall be generated. The duration of the designated hot line calls
may be set between five (5) minutes and 15 minutes. The hot line calls
shall not be monitored by any means including Live Monitoring
Terminals, Hardwired Monitoring, and Investigative Workstations. The
CDCR Operations Manager will determine the final configuration for
these hot lines.
Select authorized CDCR Investigative staff for the respective site shall
have access to the designated hot line’s recorded calls as configured
through their user profile to allow the respective Investigative staff to
play back calls and copy recorded calls.
Bidders shall describe how they will satisfy these requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.5
Designated CDCR Hot Lines – Calls Not Recorded
The IWTS shall allow inmates/wards to dial a specific ten-digit
telephone number that emulates standard dialing options and connects
calls to a designated CDCR hot line that may be at a CDCR facility or a
CDCR regional field office. If the designated hot line calls have to be
processed over the Prime Contractor’s network, then the calls will be
charged the applicable IWTS rate. If the hot line calls do not have to be
processed over the Prime Contractor’s network, then the calls will not
be charged. These calls will be processed and stored on the IWTS
where the investigative user can retrieve the call.
SECTION 6 Ͳ Page 43
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The hot line calls shall not be recorded, but CDR data strings shall be
generated. The duration of the designated hot line calls may be set
between five (5) minutes and 15 minutes. The hot line calls shall not be
monitored by any means including Live Monitoring Terminals,
Hardwired Monitoring, and Investigative Workstations. The CDCR
Operations Manager will determine the final configuration for these hot
lines.
Bidders shall describe how they will satisfy these requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.6
Calls to Other State Agencies’ Hot Lines
The IWTS shall allow inmates/wards to dial a specific ten-digit
telephone number and connects calls to other State agencies’ hot lines.
The CDCR Operations Manager will determine how these calls will be
configured (i.e., recorded, live monitored, duration of call, and other
settings). These calls will be charged to the respective State agency.
The CDCR Operations Manager will determine the final configuration for
these hot lines. Bidders shall describe how they will satisfy these
requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.7
Call Control Feature Parameter Verification
The IWTS shall verify that the destination number can be processed
based upon Section 6.3.3.12, IWTS Call Control Features, that have
been set for the IWTS telephone set and the CDCR facility.
SECTION 6 Ͳ Page 44
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.8
Outbound Call Process for Domestic Calls
The IWTS shall be configured such that an inmate/ward will be led
through a series of commands to initiate a call.
1)
The inmate/ward lifts receiver and within two (2) seconds they
will hear a voice prompt “press one (1) for English or Marque
dos para Espanol” (press two (2) for Spanish) “to continue the
call initiation process.”
2)
If one (1) is pressed, the prompts and the scripting throughout
the duration of the call are in English. If two (2) is pressed, the
prompts and scripting throughout the duration of the call are in
Spanish.
3)
The inmate/ward will be instructed (in English or Spanish, as
they have chosen) to enter the area code and seven (7)-digit
telephone number of the party they wish to contact.
4)
Once the telephone number has been entered, the telephone
keypad will be disabled for the remainder of the call. The
CDCR Operations Manager may elect to allow extra digits
dialed as stated in Section 6.3.3.12.4, IWTS Extra Dialed
Digits Prevention.
5)
After the inmate/ward has entered the ten-digit telephone
number to call, the IWTS will validate the number before
processing the call.
6)
If the called number passes the validation process, then the
call process will continue.
7)
If the called number is valid and identified as an Alert Number
as described in Section 6.5.4.20, IWTS Alert Number
Notification, the IWTS will process the call according to
instructions in Section 6.5.4.19, IWTS Facility Phone List,
which may require the IWTS to notify the appropriate CDCR
Authorized Staff.
SECTION 6 Ͳ Page 45
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
8)
The inmate/ward will be prompted to state their name for
playback with the call setup branding message as described in
Section 6.3.3.8.1, Call Setup Branding. The inmate/ward will
be required to state their name before call processing will
proceed. If nothing is spoken, the prompt will repeat three (3)
times. If after three (3) prompts nothing is stated, then the call
will be terminated.
9)
After the inmate/ward has stated their name, they will hear
nothing more until the call is connected to the called party.
Bidder shall describe how outbound domestic calls will be processed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.9
Outbound Call Process for International Calls
The IWTS shall be configured such that an inmate/ward will be led
through a series of commands to initiate a call:
1)
The inmate/ward lifts receiver and within two (2) seconds they
will hear a voice prompt “press one (1) for English or Marque
dos para Espanol” (press two (2) for Spanish) “to continue the
call initiation process.”
2)
If one (1) is pressed, the prompts and scripting throughout the
duration of the call are in English. If two (2) is pressed, the
prompts and scripting throughout the duration of the call are in
Spanish.
3)
The inmate/ward will be instructed (in English or Spanish as
they have chosen) to enter the international telephone
number.
4)
The IWTS will be configured to allow for the input of enough
digits to accommodate 01 + Country Code + City Code+
Telephone Number.
5)
Once the telephone number has been entered, the telephone
keypad will be disabled for the remainder of the call. The
CDCR Operations Manager may elect to allow extra digits
dialed as stated in Section 6.3.3.12.4, IWTS Extra Dialed
Digits Prevention.
SECTION 6 Ͳ Page 46
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6)
After the inmate/ward has entered the international number to
call, the IWTS will validate the number before processing the
call.
7)
If the called number passes the validation process, then the
call process will continue.
8)
If the called number is valid and identified as described in
Section 6.5.4.20, IWTS Alert Number Notification, the IWTS
will process the call according to instructions in Section
6.5.4.19, IWTS Facility Phone List, which may require the
IWTS to notify the appropriate CDCR Authorized Staff.
9)
The inmate/ward will be prompted to state their name for play
back as described in Section 6.3.3.8.1, Call Setup Branding.
The inmate/ward will be required to state their name before
call processing will proceed. If nothing is spoken the prompt
will repeat three (3) times, if after three (3) prompts nothing is
stated, then the call will be terminated.
10) After the inmate/ward has stated their name, they will hear
nothing more until the call is connected to the called party.
Bidder shall describe how outbound international calls will be
processed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.7
Accepting and Receiving IWTS Calls
6.3.3.7.1
Accepting Calls from Inmates or Wards
The branding message for all calls described in Section 6.3.3.8.1, Call
Setup Branding, shall require the called party to accept a call by
inputting a single digit on the keypad. Call acceptance shall be by a
keypad input.
The Bidder shall identify the single digit that will be used to meet this
requirement.
SECTION 6 Ͳ Page 47
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.7.2
IWTS Rating by Call Type Option
The called party will be given the option to request the rate for all
domestic calls (Local, IntraLATA, InterLATA and Interstate) by inputting
any single digit on the keypad.
The Bidder shall identify the single digit that will be used to meet this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.7.3
IWTS Call Blocking by Called Party
The IWTS shall provide Call Blocking. The branding message shall
provide the option for the called party to block a call by inputting any
single digit on the keypad. When the digit is pressed, the called party
will hear a recording that provides the Prime Contractor’s Customer
Service contact telephone number or gives the called party the option to
be directly connected to the Prime Contractor’s Customer Service
Representative. The called party will have the option to block calls from
specific CDCR facilities or from all CDCR facilities.
The Bidder shall identify the single digit that will be used to meet this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 48
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.7.4
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Receiving a Prepaid Call from an Inmate/Ward
The IWTS shall have the ability to allow called parties to accept or deny
prepaid calls from an inmate or ward by inputting any single digit on the
keypad. The branding message shall provide the called party with an
option to establish a prepaid account with the Prime Contractor, if an
account is not already in place. The Bidder shall identify the digit the
called party will press to hear the toll free number to contact the Prime
Contractor’s Customer Service to obtain information about an existing
prepaid call account or receive information on how to set up a prepaid
account.
The Bidder shall identify the single digit that will be used to meet this
requirement and how the system will process prepaid calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.7.5
Passive Acceptance
“Passive Acceptance” is identified as the ability to connect IWTS
telephone calls to a destination number without the called party
pressing a keypad number or voice response. Calls to numbers on a
Passive Acceptance list shall be assumed to be accepted if the called
party does not disconnect from the call within three (3) seconds. The
acceptance time shall be adjustable by the CDCR Operations Manager
between one (1) and nine (9) seconds. A unique branding message
may be provided for calls to a Passive Acceptance number. The
verbiage for the Passive Acceptance message will be provided to the
Prime Contractor by the CDCR Operations Manager prior to the first
IWTS site implementation.
The IWTS shall include the ability for CDCR Operations Manager and
authorized staff to assign passive acceptance to specified telephone
numbers. Not all users will be able to set passive acceptance. In
addition, the CDCR Operations Manager will have the ability to
determine whether or not to play a Branding message or bypass the
Branding message for specific telephone numbers.
The Prime
Contractor’s staff shall not set passive acceptance. The user identifier
of the authorized staff that sets or modifies the passive acceptance shall
be stored and available for a custom report.
SECTION 6 Ͳ Page 49
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.8
IWTS Recorded Messages Played to Called Party
The IWTS shall play recorded messages after the called party answers the
telephone, randomly throughout the telephone call, and before the call is
terminated. The messages will be played to the called party in English or
Spanish which will be based upon the language chosen by the inmate or
ward when they began their call. The system shall be capable of controlling
the volume of the messages to allow the recorded messages to be audible
but not intrusive. These messages may be different for adult and youth
facilities. The CDCR Operations Manager with have the authority to turn the
recorded messages on or off and modify the branding message for each
facility, when needed. These actions will be coordinated with the Prime
Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.8.1
Call Setup Branding
Call Setup Branding is defined as the first recorded message played to
the called party when they answer the telephone. The Call Setup
Branding message shall advise the called party that the call is coming
from a California correctional facility that will be site specific and
playback the inmate or ward’s name that was stated in the outbound
call process in Section 6.3.3.6.8, Outbound Call Process for Domestic
Calls.
SECTION 6 Ͳ Page 50
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The message shall play in its entirety unless interrupted by pressing a
State defined keypad number or voice prompt. The CDCR Operations
Manager shall have the ability to define at what point in the message
and which keypad numbers, or voice prompt, will allow the call to be
processed or connected. The system shall block all conversation until
the Call Setup message has been played and the called party has
accepted the call.
Example of a Call Setup Branding message:
“This is [Prime Contractor’s Name]. This call and your telephone
number will be recorded and monitored. You have a collect call from
<inmate name> or <ward’s name>, an inmate [or ward] at <facility
name>, in <city> in California. To accept, dial or say “five” (5) now.
<PAUSE> To refuse, hang up now or stay on the line for additional
options. [The Setup Branding message shall be played up to this point
before the call can be connected.] To hear the billing rate for this call,
dial or say “nine” (9) now. PAUSE> For customer assistance,
complaints and billing inquiries, hang up and dial [Prime Contractor’s
Customer Service Help Desk Number]. If you wish to block any future
calls of this nature, dial or say “seven”(7) for further information now.
<PAUSE>
If “nine” (9) is pressed, the system shall provide a prompt such as:
“The cost of this call is [xx] cents per minute, including all fees and
surcharges.”
The per-minute rates that will be quoted in this message will depend on
the inmate/ward’s status (adult or youth), the type of network connection
necessary for the particular call (Intrastate, Interstate, or International),
and the called party’s account status (prepaid or collect). Billing rates
are detailed in Section 7, Cost.
The IWTS shall announce the per minute rates or if a prepaid call, after
called party selection, account balance of time and/or funds amount
remaining in account to the called party prior to call acceptance.
If “seven” (7) is pressed, the system shall provide a prompt such as:
“To have your number blocked from receiving calls from California
correctional institutions, dial [Prime Contractor’s Customer Service Help
Desk Number].” Call blocking capability by the called party is detailed in
6.3.3.7.3, IWTS Call Blocking by Called Party.
SECTION 6 Ͳ Page 51
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.8.2
Overlay Message
Overlay is defined as the message that is played randomly throughout
the call. The IWTS shall provide Overlay messages at periodic intervals
throughout the course of the call. The Overlay messages shall advise
the caller and the called party that the call was originated by an
inmate/ward at a California correctional facility and that the call is being
recorded and monitored. Overlay Branding shall be played in a manner
that allows both parties to continue a conversation.
The IWTS will provide the CDCR Operations Manager with the
capability to set the exact wording for the overlay message and
frequency that overlay messages will be played during each IWTS
telephone call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.8.3
Call Termination Message
The IWTS shall provide call termination messages to notify the
inmate/ward and called party the call will end due to the expiration time
or prepaid account balance. Prior to terminating a call, the inmate/ward
and called party shall be informed 60 seconds and 30 seconds prior to
the expiration. The IWTS shall provide the CDCR Operations Manager
with the capability of changing the intervals when the call termination
messages shall be played.
SECTION 6 Ͳ Page 52
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.9
Call Detail Records (CDR) for IWTS
The IWTS shall generate Call Detail Records (CDR). All calls shall generate
call records, which shall be accessible and available for reporting, analysis, or
viewing, immediately upon the termination of a call. CDRs will be viewable
by IWTS Authorized Users. Any process requiring a delay in making call
records available (for example, on a daily basis or through a download
process) is unacceptable.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.9.1
IWTS Call Detail Record Content
The following information shall be captured and stored for all calls
attempted:
1)
Correctional facility from which call was placed;
2)
Telephone Location;
3)
Telephone Station Number;
4)
Start date and time (mm:ss);
5)
End date and time (mm:ss);
6)
Call duration (mm:ss);
7)
Call completion status (complete or incomplete call);
8)
Sequential identification number;
9)
Destination Number (dialed digits);
10) Destination Number’s city and state, or city and country for
International Calls;
SECTION 6 Ͳ Page 53
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
11) Billing Number Address (address, name and telephone
number – “BNA”);
12) Start Code (Method in which the call was accepted or denied);
13) Reason for call not completed (i.e. call blocked, station off), if
applicable;
14) Type of call
International);
(Local,
IntraLATA,
InterLATA,
Interstate,
15) Duration from acceptance to termination (Conversation
Minutes);
16) Alert (whether an alert was issued for the call);
17) Type of alert (e.g., Three-Way Calling, Hot List Number);
18) Filename of recording;
19) End Code (Method of Termination); and,
20) Collect or prepaid call (Method of Payment).
Bidders shall provide a sample of the CDR data string that will be
provided with the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.10
IWTS Call Termination
6.3.3.10.1
Software Controlled Manual Termination
The IWTS shall include the ability for authorized CDCR staff to
manually terminate calls for a single or group of inmate/ward
telephone(s) from either IWTS Live Monitoring Terminals, IWTS
Investigative Workstations, and/or from the Prime Contractor hosted
web-based IWTS application.
The IWTS shall provide the CDCR investigative users with the ability
to manually terminate calls with a Soft Switch. IWTS Live Monitoring
Terminals shall be able to terminate:
1)
Individual calls;
2)
All Calls (within Span of Control);
3)
Individual Telephones; and,
SECTION 6 Ͳ Page 54
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
4)
All Telephones (within profile Span of Control) by:
a)
Telephone ID;
b)
Bank or group of IWTS telephone sets;
c)
CDCR Facility building/section;
d)
CDCR Facility;
e)
Statewide Adult;
f)
Statewide Youth; and,
g)
Statewide CDCR Facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.10.2
Hardwired Switch Manual Termination
The IWTS shall provide the CDCR Authorized Users with the ability to
manually terminate calls with a physical cut-off switch. There are three
(3) cut-off switch configurations that operate independent from the
IWTS Live Monitoring Terminal Network:
1)
Cut-off switches hard wired to individual IWTS telephones
with one (1) external monitoring speaker that has a volume
control;
2)
Cut-off switches hard wired to individual IWTS telephones
without a monitoring speaker; and,
3)
Cut-off switches hard wired to individual IWTS telephones at
a location different than the IWTS Live Monitoring Terminal.
Locations are identified in the Exhibit 6-C2, Adult Institutions’ IWTS
Anticipated Equipment, through Exhibit 6-G2, Youth Facilities’ IWTS
Anticipated Equipment.
Authorized staff shall be able to terminate:
1)
Individual Telephones (within Span of Control); and,
2)
All Telephones (within Span of Control).
Bidders shall provide documentation that describes topology and
physical device drawings of the various cut-off switch options they are
proposing and how they will function with the State’s existing cabling.
SECTION 6 Ͳ Page 55
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidders shall describe how the IWTS shall provide the required
functionality of the manual termination switches. The description shall
also address how the system will:
1)
Interface with the existing cabling;
2)
Not require electrical AC power; and,
3)
Support distances between the devices and the telephones
up to 1,000 feet.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.11
IWTS Outbound Calling Restrictions
6.3.3.11.1
IWTS Outbound Only Calls
The IWTS shall allow inmates/wards to process only outbound calls.
The Prime Contractor shall configure the IWTS so that in no case shall
inbound calls be processed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.11.2
Secondary Dial Tone
The IWTS shall allow inmates/wards to reach the called party dialed,
and will prohibit the inmate/ward from obtaining a secondary dial tone.
Inmates/wards will not be able to reach an additional party without
hanging up the receiver first, which will prevent Three-Way Calling and
Call Forwarding.
SECTION 6 Ͳ Page 56
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.11.3
Calling Other CDCR Facilities
The IWTS shall prohibit calls to any other California correctional facility.
Bidders shall describe how the IWTS will prohibit outbound calls from
being placed to another CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.11.4
Maximum Ring Time
The IWTS shall include a maximum ring time for all calls prior to
disconnecting a call. IWTS calls will automatically disconnect once the
maximum ring time is reached. The amount of ring time shall have a
default value of one (1) minute and shall be adjustable by the CDCR
Operations Manager in one (1) second increments.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 57
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.12
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Call Control Features
The IWTS shall include the Call Control Features described below. Each of
the Call Control Features shall include variable control parameters described
in this section. The IWTS shall provide the CDCR Operations Manager with a
means of setting and changing the parameters for the Call Control Features
through the Administrative Control Interface.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.1
IWTS Calling Schedules
The IWTS shall be capable of being configured to set IWTS Calling
Schedules. These schedules will control when IWTS telephones are
turned on or off during the day within a correctional facility.
Calling schedule variable parameters:
1) Time of day;
2) Day, week or month; or,
3) Correctional facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.2
IWTS Time Between Completed Calls
The IWTS shall be capable of being configured to control the amount of
time between calls made on the inmate/ward telephone. The State shall
be capable of enabling or disabling this feature. The time between
completed calls limitation shall be set by minutes and shall range from
zero (0) to 99 minutes.
SECTION 6 Ͳ Page 58
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.3
IWTS Call Duration
Call duration is the total amount of minutes an inmate/ward may
converse with the called party on an IWTS call. The State shall be
capable of enabling or disabling this feature. The call duration limitation
shall range from zero (0) to 99 minutes.
Call Duration variable parameters:
1) Zero (0) to 99 minutes per call for a IWTS telephone;
2) Zero (0) to 99 minutes per call for a group of IWTS
telephones; or,
3) Zero (0) to 99 minutes per call for all IWTS telephones at an
entire correctional facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.4
IWTS Extra Dialed Digits Prevention
The IWTS shall be capable of preventing the processing of additional
digits from an inmate/ward after all call processes have been completed
for an authorized IWTS call. The CDCR Operations Manager shall be
provided the capability to allow extra dialed digits dialed to access
features of the system as a result of system prompts to the
inmate/ward.
SECTION 6 Ͳ Page 59
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.5
IWTS Blocked Calls by CDCR Authorized Staff
The IWTS shall provide the CDCR authorized staff with a method to
block all IWTS calls to a specific telephone number. The IWTS will
include the ability to block specific telephone numbers on a statewide
basis and others on a case-by-case basis. Calls blocked for an
Institution/Facility shall not block calls from other inmates/wards in
another institution wishing to call that same number. Calls blocked
using this method shall be identified separately in all IWTS tables as
blocked by an End-User. Under no circumstances shall the Prime
Contractor alter or interfere with the ability of the called party to receive
other collect calls originating from non-State correctional facilities. The
ability for a CDCR authorized user to block a call shall be based upon
the user’s profile.
Called Party Blocking variable parameters:
1) Block IWTS calls to a specific telephone number from a
correctional facility; or,
2) Statewide.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.6
Blocking Specific Types of Telephone Numbers by IWTS
The IWTS shall block all calls that include:
1)
Toll free access numbers (e.g., 800, 866, 877);
2)
Special service numbers (e.g., 711, 9-1-1);
3)
Numbers that provide live operator access;
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4)
Telephone numbers that incur charges (e.g., 972-, 976-);
and,
5)
Long distance carrier access numbers (e.g., 10333, 10288).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.13
IWTS Detection of Unusual or Suspicious Dialing
The IWTS shall provide a means of detecting unusual or suspicious number
sequences dialed or dialing patterns, which the system identifies as possible
attempts to commit fraud. Bidders shall provide the State with a list of the
types of activities detected and how this information will be reported.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.14
IWTS Detection of Three-Way Calls
The IWTS shall provide the capability of detecting suspected and confirmed
Three-Way Calls. The system shall be configured to automatically allow,
terminate, and/or report detected Three-Way Calls. The IWTS shall reflect
Three-Way Calls in a different color when suspected or detected. The CDCR
Operations Manager shall have the ability to configure this functionality on a
facility or individual called number basis.
Bidders shall explain in detail the various types of Three-Way Calling the
system is capable of detecting as listed below.
Bidders shall indicate which of the following types of Three-Way Calls the
system is capable of detecting:
1) Calls to telephone numbers, which "hook flash," dial another
number and complete the Three-Way Call; and/or,
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2) Conference calls facilitated through customer provided switching
equipment.
Detection of Three-Way Calls shall be capable of being configured by the
State to either automatically terminate suspected calls, report the suspected
calls, or both.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.15
IWTS Detection of Call Forwarding
The IWTS shall provide the capability of detecting suspected and confirmed
Call Forwarding attempts. The system shall be configured to automatically
allow, terminate, and/or report Call Forwarding. The CDCR Operations
Manager shall have the ability to configure this functionality on a facility or
individual called number basis.
The IWTS shall include the capability to terminate, monitor, barge-in or flag,
at the CDCR Operations Manager’s discretion, any detected Call Forwarding.
Bidders shall explain in detail how each type of industry accepted Call
Forwarding will be detected by the system. Bidder shall indicate which of the
following types of Call Forwarding the system is capable of detecting.
1) Calls to telephone numbers, which have been automatically
forwarded to another telephone number by the local telephone
company also known as remote Call Forwarding;
2) Calls to telephone numbers, which have been automatically
forwarded by called parties through the use of feature groups
provided by the local telephone company also known as Call
Forwarding; and/or,
3) Calls to "follow me" numbers.
Detection of Call Forwarding shall be capable of being configured by the
State to either automatically terminate suspected calls, report the suspected
calls, or both.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.16
IWTS Third-Party Call Flag, Warn, or Disconnect
The IWTS shall include the capability to terminate, monitor, barge-in and flag,
at the CDCR Operations Manager’s discretion, any detected
Three-Way call.
The IWTS shall include the capability to monitor, flag, warn, barge-in and
terminate, at the CDCR Operations Manager’s discretion, any Three-Way
Calling detected. The system shall provide the ability to configure and
identify individual called numbers for automatic and manual disconnect or
permissive Three-Way Calling exceptions. Bidders shall provide the State
with a detailed description of how the system provides this capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.17
Additional Detection Capability by IWTS
Bidders shall describe any additional third-party call completion detection
methods provided by the system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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Automated System Malfunction Notification
The IWTS shall possess the capability to automatically notify both the
Prime Contractor and selected CDCR Authorized Staff in the event of
an IWTS Live Monitoring Terminal malfunction of the Call Control
system, the recording system, the IWTS Investigative Workstations, the
Prime Contractor hosted web-based IWTS application or any other
major system component. The notification may be sent to one or more
individuals’ cell phone or other telecommunications device.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.18
IWTS User Group Configuration
A group of IWTS Call Control Features with the same variable parameter
settings is known as an IWTS User Group Configuration. The IWTS shall
provide the CDCR Operations Manager with the capability of configuring the
parameters for each feature for a specific User Group. Each IWTS User
Group Configuration shall be assignable as a default configuration for each
IWTS telephone group.
The IWTS shall provide the CDCR Operations Manager with the capability of
maintaining at least 15 multiple IWTS User Group Configurations. These
User Group Configurations will be derived from various combinations of IWTS
Call Control Features detailed in Section 6.3.3.12, IWTS Call Control
Features.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Telephone System Quality Requirements
6.3.3.19.1
Industry Standards
All equipment shall meet or exceed all applicable codes and industry
standards for installation. All equipment must be UL approved and FCC
compliant.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.19.2
Voice Quality
The quality of voice connections provided by the IWTS shall meet or
exceed industry standards in use in the United States and enacted by
appropriate standards organizations (Bellcore or Telcordia, IEEE, ANSI,
NIST, FIPS) for transmitted and received levels, noise, cross-talk, and
frequency range. The Prime Contractor shall detail the standard to
which the IWTS will adhere in the response to this requirement. This
voice quality shall be provided for all telephone services at all stages of
a call and shall not be affected by any other IWTS feature, function, or
capability.
Voice quality shall be provided with a Mean Opinion Score (MOS) ITU
P.800 - 3.7 or above (or equivalent industry standard measurement).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS TDD/TTY CALL PROCESSING REQUIREMENTS
The calls made from a TDD/TTY will be processed through the IWTS network
and will be recorded. TDD/TTY calls will not be live monitored. The
functionality of branding, overlays and blocked telephone numbers applies to
TDD/TTY calls. Bidders shall describe within the respective subsection of
this requirement how the IWTS will process the specified TDD/TTY calls as
well as how the functionality will be applied.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.1
Use of Turbo Coding
The IWTS shall support Turbo Coding functionality to improve TTY
communication performance.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.2
Interface with California Relay Service (CRS) Call Centers
The California Public Utilities Commission has established the CRS with
multiple relay providers for TDD/TTY telephone relay service.
The
CRS vendors bill the State of California for the relay services and bill
either the calling party or the called party for the network services
associated with each relayed call. The CRS shall bill all IWTS calls to
the called party.
Bidders shall provide a description of the process the system will
employ to route TDD/TTY calls through the CRS vendors so that the
CRS call center can process the calls to the desired called party.
Additionally, Bidders shall provide a description of the process the
system will employ to ensure that the called party is not billed by the
Prime Contractor for the CRS calls.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.3
Speed Dial Number for CRS
TDD/TTY devices shall be preprogrammed with multiple 10-digit speed
dial telephone numbers capable of calling the CRS providers. CDCR
prohibits IWTS dialing 7-1-1, ‘800’, or special service numbers. The
CDCR Operations Manager will provide the Prime Contractor with the
allowed CRS provider’s 10-digit telephone numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.4
IWTS TDD/TTY Call Recording Functionality
The IWTS shall include the ability to record calls using the Prime
Contractor provided TDD/TTY devices. Recording shall include both
the typed text (transmitted as Baudot, ASCII or Turbo Code) and any
voice portions of calls using Voice Carry Over (VCO) or Hearing Carry
Over(HCO). The text portion of the call shall be accessible from all
investigative applications in the same manner as voice recordings and
shall not require further processing by the CDCR authorized staff once
the text or voice file is opened or played.
Bidders shall describe in detail the methodology they will use to develop
and provide transcripts of each TDD/TTY call.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.21
TDD/TTY Telephone Calls through IWTS
Bidders shall describe how the IWTS accommodates TDD/TTY call scenarios
as described below. Bidders are encouraged to contact the California Deaf
and Disabled Telecommunications Program (DDTP) regarding interfacing
with the CRS at:
DDTP CRS Manager for the DDTP
Voice (510) 302-1105
TTY (510) 302-1100 x105
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.21.1
Direct Dialing from an IWTS Voice Line to a TDD/TTY
The IWTS shall include the ability for hearing capable inmates/wards to
complete calls to friends and family that communicate via TDD/TTY
devices. These calls shall be completed with the assistance of CRS.
Bidders shall describe and include detailed drawings on how the IWTS
service will satisfy the requirement to include the functionality of
branding, overlays and blocked telephone numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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Direct Dialing from an IWTS TDD/TTY to a TDD/TTY Device
The IWTS shall include the ability to complete calls from an IWTS
TDD/TTY directly to a called party’s TDD/TTY in the same manner a
voice call is connected and accepted.
Bidders shall describe and include detailed drawings on how the IWTS
service will satisfy the requirement to include the functionality of
branding, overlays and blocked telephone numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.21.3
IWTS TDD/TTY Device to a Hearing Capable Called Party through CRS
The IWTS shall include the ability to complete calls from an IWTS
TDD/TTY to a hearing capable called party through CRS.
Bidders shall describe and include detailed drawings on how the IWTS
service will satisfy the requirement to include the functionality of
branding, overlays and blocked telephone numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS TELEPHONE SYSTEM DATABASES
6.3.4.1
IWTS Blocked Number Database
The IWTS shall provide a Blocked Number Database. The IWTS will check
this database before completing any calls and not allow any calls to blocked
numbers.
CDCR Operations Manager, authorized staff and Prime
Contractor’s Customer Service representatives will have the ability to add or
delete blocked telephone numbers. When this occurs, a user identifier will be
captured and stored to track who performed the change. A note field will be
available to input notes reflecting the reason for the change. The deleted
telephone numbers shall be stored, but not viewable in the Facility Phone
List.
The IWTS will allow CDCR Authorized Staff to archive blocked numbers in a
separate file and move them from the blocked number file in order to save file
space.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.4.2
IWTS Prepaid Accounts Database
The Prime Contractor shall maintain a Prepaid Accounts Database with a
record of all called party prepaid activity for each prepaid account. The
information shall include; time/date of activity, amount prepaid, method of
payment, billing disputes, phone number, name of account owner, billing
address, and type of account (cell phone, VoIP, CLEC, and others).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Facility Phone List Database
The Prime Contractor will provide a Facility Phone List Database that can be
accessed using the IWTS Investigative Workstation or Prime Contractor
hosted web-based IWTS application. This database will store specific
telephone numbers that are being monitored by CDCR Authorized Staff.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.4.4
IWTS Billing Number Address (BNA) Database
The Prime Contractor will provide a Billing Number Address (BNA) Database
that will have fields that include the end user’s: name, telephone number,
billing address, and mailing address. The BNA will populate in the field within
the Call Detail Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.5
IWTS TELEPHONE SYSTEM DOCUMENTATION REQUIREMENTS
The Prime Contractor shall provide supporting documentation as described below.
The Prime Contractor shall include access to appropriate documentation on the Prime
Contractor’s public and private portals as described in Section 6.11.1, IWTS Public
Web Site, and Section 6.11.2, IWTS Private Web Site.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.5.1
IWTS User Guide for the Called Party
The Prime Contractor shall prepare and provide an IWTS 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 accounts, receiving calls,
blocking calls, prepaying 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 IWTS Public Web site. Pamphlets
will be mailed to customers by the Prime Contractor with the initial billing and
upon request. Soft copies in .pdf and .doc will be provided to CDCR and
available on the IWTS Private Portal. The Prime Contractor shall input
updates to the User Guide provided by the CDCR Operations Manager or as
required.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6
IWTS END-USER CUSTOMER SERVICE REQUIREMENTS
The IWTS End-User’s positive perception of their calling experience is of primary
concern to the State. Bidders shall detail how they plan to provide exceptional
Customer Service and shall address:
1)
Billing Services (Collect, Prepaid and Direct Billing);
2)
Complaint Tracking and Reporting System;
3)
Complaint Resolution Processes;
4)
Complaint Escalation Processes; and,
5)
Root-Cause Analysis Procedure.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.1
Customer Service Hours of Operation for IWTS
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 TTY. The addresses
and telephone numbers for each of these communication methods shall be
published on all billings, customer solicitations, IWTS Public Web Site, and
customer correspondence. The Prime Contractor’s Customer Service shall
be operated within the United States.
CDCR Authorized Staff shall have access through the IWTS Private Web
Portal to the Prime Contractor’s Complaint Tracking and Reporting System.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.2
IWTS Toll Free Customer Service Access Number
The Prime Contractor shall provide a Toll Free Customer Service Access
Number dedicated to the IWTS/MAS Contract for all domestic Customer
Service functions as well as TTY callers. The domestic IWTS Customer
Service numbers must be accessible from anywhere in the United States,
and Puerto Rico.
Bidders shall list the toll free Customer Service numbers for all International
locations that are available.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.3
Supported Languages
The Prime Contractor’s Customer Service shall be provided in both English
and Spanish.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.4
IWTS Complaint Resolution and Escalation Plan
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.
Bidders shall describe the Complaint Resolution and Escalation Plan
process, including standard target times for resolution, as part of the
Escalation Plan requirement in Section 6.13.3, IWTS Escalation Plan.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Service and Support Resources
End-User support materials, User Guides, public portal support options
(including FAQs and e-mail) 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.6
Customer Service Average Speed of Answer (ASA) for IWTS
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 IWTS 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 speaking with a live operator by dialing zero (0) 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;
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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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4
IWTS LIVE MONITORING TERMINALS
The Prime Contractor shall provide IWTS Live Monitor Terminals installed in multiple locations
that include control booths in buildings, such as housing units, observation towers, gyms, and
hospitals. IWTS Live Monitoring Terminals shall allow custody staff to listen in real-time to
inmate telephone conversations and scan, barge-in, and terminate calls. This equipment shall
have the capability of turning on and off the phones within the officer’s span of control. This
section specifically describes the requirements for the IWTS Live Monitoring Terminals. The
IWTS Live Monitoring Terminal configuration differs from the live monitoring used on the Prime
Contractor hosted web-based application and the IWTS Investigative Workstations described in
Section 6.5, CDCR IWTS Investigative System.
The Prime Contractor shall provide as many IWTS Live Monitoring Terminals as are required at
each CDCR facility found in Exhibit 6-C2, Adult Institutions’ IWTS Anticipated Equipment and
6-G2, Youth Facilities’ IWTS Anticipated Equipment. Additional IWTS Live Monitoring Terminals
may be requested by the State in the future and shall be provided at no cost to the State and
without an increase in call rates or fees.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.4.1
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS LIVE MONITORING TERMINAL NETWORK
The IWTS Live Monitoring Terminal network shall be a fully standalone system
operating on the Prime Contractor’s network independent of any CDCR equipment or
network infrastructure with the exception of the State provided cabling.
Bidders shall identify and describe the network and infrastructure to be utilized for
IWTS Live Monitoring Terminal operation. Bidders shall provide all of the information
for the IWTS Telephone System Network as described in Section 6.3.1.1, IWTS Voice
Network Design Requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2
IWTS LIVE MONITORING TERMINALS
The IWTS shall provide CDCR with the ability to selectively monitor call activity within
their Span of Control in real time, and initiate appropriate action as necessary. The
IWTS Live Monitoring Terminals will be utilized by authorized staff to monitor
inmate/ward telephone calls as they occur.
The IWTS Live Monitoring Terminals shall provide multiple authorization level Log-Ins.
IWTS Live Monitoring Terminal displays shall be configurable only with various
authorization levels that allow or deny modification of terminal display or settings. A
default setting template shall be provided for all IWTS Live Monitoring Terminals.
In addition to the IWTS Live Monitoring Terminals described in this section, Prime
Contractor shall provide specific monitoring locations with additional hardware that
shall include a speaker and/or a manual cut-off switch(es) as described in Section
6.3.3.10.2, Hardwired Switch Manual Termination, that will be used by CDCR staff to
monitor active IWTS conversations. The anticipated speaker box deployments are
provided in Exhibit 6-D2, CDF/CDCR Adult Camps’ IWTS Anticipated Equipment,
through Exhibit 6-G2, Youth Facilities’ IWTS Anticipated Equipment.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.4.2.1
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Terminal Deployments
The number of IWTS Live Monitoring Terminals deployed at each institution
ranges from one (1) to 33 terminals. The maximum number of IWTS Live
Monitoring Terminals could increase based upon the change in facility
operations and need for additional live monitoring areas. Additional IWTS
Live Monitoring Terminals shall be provided by the Prime Contractor at no
cost to the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.2
IWTS Live Monitoring System
The IWTS shall have the capability of monitoring the inmate/ward telephone
calls in progress over the IWTS Live Monitoring Terminals within their Span
of Control. The IWTS Live Monitoring system shall be expandable to monitor
new telephones without requiring additional cable.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.3
IWTS Graphical User Interface (GUI)
The IWTS Live Monitoring Terminals shall employ an industry standard GUI
that includes intuitive command standards for desktop, screen and window
behavior.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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CALIFORNIA TECHNOLOGY AGENCY
6.4.2.4
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Terminal Identification
The IWTS Live Monitoring Terminals shall be automatically identified within
the system, preferably through a hardware-generated identifier such as the
network interface card node address or controller port address. The CDCR
Operations Manager will provide a unique identification schema for crossreference purposes to be integrated with applicable databases.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.5
IWTS Live Monitoring Terminal Display Content Requirements
The IWTS Live Monitoring Terminals shall provide authorized staff with
access to view the following information that will appear in a font size of 12 or
larger:
1)
IWTS station number (within the vendor’s network) for each
telephone;
2)
Location and telephone identification number of IWTS telephones
being monitored that will be provided by CDCR;
3)
Current date and time;
4)
Incremental call duration timer (mm:ss) for each call;
5)
One (1) to 30 telephones shall be displayed simultaneously on a
single terminal screen;
6)
Indicators for each telephone that is off-hook;
7)
Indicator for call currently listened to when in scan mode;
8)
Indicator for call currently listened to when in park mode;
9)
An indicator to reflect the equipment is communicating with the
network;
10) An indicator for the key to press for the help screen; and,
11) An indicator (blinking cursor) that reflects the navigational position on
the screen.
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.6
IWTS Log-In Screen
Upon log-in, the IWTS shall:
1) Display an approved system use notification message or banner
before granting access to the IWTS 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 State of California
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.7
IWTS Live Monitoring Terminal Functionality Requirements
The IWTS shall provide the following functionality requirement for each IWTS
Live Monitoring Terminal for the inmate/ward telephones with their
designated Span of Control:
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1)
Scan and monitor active calls (individual and all telephones within
Span of Control). Scan mode shall be programmable and set to
scan in intervals approved by CDCR Operations Manager;
2)
Park and listen to an active call;
3)
Monitor in a hands-free manner;
4)
Terminate active calls;
5)
Barge-in to active calls and talk;
6)
Access a “Help” menu with one (1) keystroke;
7)
Turn phones on or reactivate a phone (individual and all telephones
within Span of Control);
8)
Turn phones off or disconnect a call (individual and all telephones
within Span of Control); and,
9)
A text field shall display on the monitoring screen, of at least 250
characters, to allow authorized staff to input notes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.8
IWTS Scan and Live Monitoring of Multiple Calls
The IWTS Live Monitoring Terminals shall have the capability to scan and
monitor a selected number of calls in progress.
The number of
simultaneously scanned conversations from a single IWTS Live Monitoring
Terminal shall not exceed the total amount of monitored telephones that
appear on the monitoring screen. The system shall indicate which telephone
is currently being monitored.
Authorized monitoring staff shall have the ability to scan the ongoing calls in
user definable intervals of one (1) to 30 seconds for each call in progress.
Authorized monitoring staff shall have the ability to manually stop and start
the scanning to monitor any call in progress.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.4.2.8.1
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Park and Listen To Calls
The IWTS Live Monitoring Terminal shall have the capability to park and
listen to an active call. The system shall indicate which inmate/ward
telephone is being monitored at any given time and show the status of
each inmate/ward telephone, in-use or idle.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.8.2
Hands-Free Monitoring
The IWTS Live Monitoring Terminal shall have the capability to listen to
an active call hands-free through an integrated speaker.
The
authorized user shall have the ability to increase or decrease the
volume using a dial or a single keystroke.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.8.3
Termination of Active Calls
The Live Monitoring Terminal shall be able to manually terminate calls
for a single or group of inmate/ward telephones within the Span of
Control. Each Live Monitoring Terminal shall have a defined list of
telephones that it can control through the Call Termination function. All
manually terminated calls shall be flagged as a hard kill in the end code
column of the Call Detail Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.4.2.9
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Barge-In To Active Calls
The IWTS Live Monitoring Terminal shall have the capability for the
authorized staff monitoring calls to interrupt or barge in and talk on selected
inmate/ward telephone calls. After the barge in is complete, the system shall
have the ability to resume the call or disconnect the call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.10
IWTS Access a “Help” Menu
The IWTS Live Monitoring Terminal shall have the capability to access a
“Help” menu with one (1) keystroke that allows the authorized user to view
the description of the specific IWTS Live Monitor Terminal key functionality on
the screen. The designated keystroke shall have the ability to toggle in and
out of this menu. Functionality other than the IWTS Live Monitor Terminal
shall be excluded from the “Help” menu.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.11
IWTS Live Monitoring Terminal Display of Active Call
The time between the first possible detection of a call in progress within the
Span of Control of the IWTS Live Monitoring Terminal shall not exceed two
(2) seconds before the active call appears on the display screen.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 83
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6.4.2.12
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Terminal Stealth
The IWTS shall provide the capability to monitor calls in progress without the
inmate/ward or called party’s awareness through attenuation of volume or
other audible sound(s) to suggest that the conversation is being monitored.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.13
IWTS Live Monitoring Terminal Volume
The audible volume of the call shall remain the same when the call is
monitored. The volume shall not be impacted if one (1) or more authorized
users are listening to a call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.14
Multiple Users Monitoring a Live Call with IWTS
The IWTS shall allow up to three (3) simultaneous live monitoring authorized
users on the same IWTS telephone call at the same time from different
locations or access methods.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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CALIFORNIA TECHNOLOGY AGENCY
6.4.2.15
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Terminal Physical Restrictions
The space available for IWTS Live Monitoring Terminals is extremely limited two (2) feet wide by two (2) feet deep. Live Monitoring Terminals cannot be
mounted to CDCR equipment. Live Monitoring Terminals shall be configured
with the following characteristics:
1)
External dimensions no greater than 14.0 inches wide x 12.0 inches
deep x 12.0 inches high;
2)
Minimum 14 inch diagonal screen size;
3)
Non-glare, high intensity screen suitable for brightly lit areas (glare is
problematic for Live Monitoring Terminals in Towers);
4)
Stereo 3.5 mm headphone jack;
5)
Integrated microphone;
6)
Integrated speaker, volume controls, 102Hz to 18KHz frequency
range;
7)
Function keys to operate the functions described in Section 6.4.2.7,
IWTS Live Monitoring Terminal Functionality Requirements, shall be
visibly marked for ease of use by the authorized monitoring staff;
8)
No access to the workstation configuration or the ability to modify
characters displayed on the screen shall be allowed. These functions
shall be password protected and only used by authorized Prime
Contractor staff;
9)
Disable: USB ports, access to internal operating software, and
camera or other standard integrated hardware/software features that
would conflict with the intended use of the standalone terminal
described within Section 6.4.2, IWTS Live Monitoring Terminals;
10) No access to the internet;
11) No games, music or other entertainment features shall be available:
and,
12) No use of a mouse due to limited space.
Bidders shall provide documentation that describes the physical
characteristics of the IWTS Live Monitoring Terminals including hardware
specifications and pictures.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 Ͳ Page 85
CALIFORNIA TECHNOLOGY AGENCY
6.4.2.16
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Terminal Physical Security
The Prime Contractor shall provide a means for the IWTS Live Monitoring
Terminals to be physically secured to a desktop, or other designated surface
to prevent the IWTS Live Monitoring Terminal from being moved or relocated
by non-authorized Prime Contractor personnel. The Prime Contractor shall
employ stranded cable and a lock, of sufficient size and strength, or
equivalent as agreed to by the State.
The Prime Contractor’s staff shall retain a master key to unlock the IWTS
Live Monitoring Terminal in the event repair, removal, relocation or other
reason.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.17
IWTS Extended Distances of Live Monitoring Terminals
The IWTS Live Monitoring Terminals shall be capable of operating extended
distances from the inmate/ward telephone(s) that are being monitored. The
Prime Contractor shall provide LAN extenders to ensure signal strength
meets quality standards for the extended distances.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.18
IWTS User Guide for IWTS Live Monitoring Terminals
The Prime Contractor shall prepare and provide an IWTS User Guide for
IWTS Live Monitoring Terminals that provides instructions that will describe
primary features, functionality and commands in an abridged user-friendly
format. This User Guide shall be made available on the Prime Contractor’s
Private Web Site and shall be specific to the IWTS. Hardcopies shall be
laminated and posted at each IWTS Live Monitoring Terminal. Electronic
copies in .pdf and .doc format will be provided to CDCR and available on the
IWTS Private Portal. The Prime Contractor shall modify the User Guide as
directed by the State.
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ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.19
IWTS Live Monitoring Terminal Limited Authority
The IWTS Live Monitoring Terminal interface shall be configured to prevent
any modifications to the IWTS Live Monitoring Terminal configuration (i.e.,
changing the identifiers of the inmate phones being monitored) by authorized
staff operating the terminal.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.20
IWTS Live Monitoring Terminal Manual Notification
From the IWTS Live Monitoring Terminal, the IWTS shall allow an authorized
user to manually notify CDCR Authorized Staff of a call that requires
attention. The notification shall allow the authorized user to include notes.
The CDCR Authorized Staff would retrieve the notes by generating a report
from the Prime Contractor hosted web-based IWTS application by using the
“Note” search field.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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CALIFORNIA TECHNOLOGY AGENCY
6.5
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
CDCR IWTS INVESTIGATIVE SYSTEM
The IWTS Investigative System shall have the capability of live monitoring calls and performing
investigative functions. The live monitoring functionality is different from the requirements
described in Section 6.4, IWTS Live Monitoring Terminals. The IWTS Investigative System
functionality shall be available to authorized users from the Prime Contractor’s hosted webbased IWTS application as well as the Prime Contractor provided IWTS Investigative
Workstations. The Prime Contractor shall provide as many IWTS Investigative Workstations as
are required as described in Exhibit 6-D2, CDF/CDCR Adult Camps’ IWTS Anticipated
Equipment, Exhibit 6-E2, Additional Adult Facilities’ Anticipated Equipment, Exhibit 6-G2, Youth
Facilities’ IWS Anticipated Equipment . Additional IWTS Investigative Workstations may be
requested by the State in the future and will be provided at no cost to the State and without an
increase in call rates or fees.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.1
CDCR IWTS LIVE MONITORING AND MANAGEMENT CAPABILITIES OVERVIEW
The Prime Contractor shall provide the hardware, software, features and functionality
necessary for CDCR staff to live monitor ongoing IWTS calls and to use the IWTS
Investigative System. The IWTS Investigative Workstations will be capable of
terminating IWTS telephone calls. The system shall record all calls, complete and
incomplete, and Prime Contractor shall make those recordings available to CDCR for
the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2
CDCR IWTS INVESTIGATIVE SYSTEM NETWORK REQUIREMENTS
The IWTS shall be a fully stand-alone system operating on the Prime Contractor’s
network independent of any CDCR equipment or network infrastructure for Adult and
Youth Camps, Community Correctional Facilities, and Female Offender Programs,
with the exception of the State-provided cabling.
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.1
IWTS Investigative System Network Architecture
The Prime Contractor shall design and install a network to provide
connectivity between CDCR correctional facilities and to support the
capability for statewide administrative operations and functions.
Bidders shall submit in their Bid response a description of all network
components, hardware and software that will support the IWTS requirements.
Bidders shall provide statewide network designs and typical diagrams that
incorporate the systems listed in this section and include the two (2) Call
Control categories (Adult and Youth Camps, and Community Correctional
Facilities/Female Offender Programs) that will use this functionality as
described in Exhibit 6-J, IWTS Call Control System Categories. Detailed
drawings of components shall include dimensions, floor, rack and backboard
mounting requirements:
1)
CDCR Investigative Workstation System;
2)
Data Storage, including voice recordings; and,
3)
Live Monitoring System.
Bidders shall provide one (1) master and seven (7) hardcopies and three (3)
soft copies with the Bid response. Electronic drawings shall be in AutoCAD
Reader 2010 version 18 release 24 or newer (.dwg) and, Microsoft Visio 2003
or newer (.vsd). Hard copy drawings shall be provided in Standard E-size.
Drawings shall include both topology (including redundancy) and logical
representations of all critical elements to include the following:
1)
Premise Equipment Type and Installation Requirements (physical);
2)
Layer two (2) and three (3) protocols and Quality of Service (QoS)
when applicable;
3)
Type and capacity of Equipment at each off-site location including
any backup systems and data storage;
4)
Circuit size/ bandwidth; and,
5)
Circuit type.
In addition, Bidders shall provide a written description for the following:
SECTION 6 Ͳ Page 89
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1)
Various forms of protocols used by the system such as T1/E1, IP,
Ethernet and ATM;
2)
Security Standards that apply to the system;
3)
Encryption Standards supported and provided; and,
4)
The CDCR facility premise power requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.2
IWTS Investigative System Network Functionality
The Prime Contractor shall be responsible for installing and testing all IWTS
Investigative System network equipment, circuits, hardware, security,
software and any other components for a fully operational system. The
network shall be configured in such a manner to support the following
minimum measurements:
1)
Jitter (delay variance) -- Less than 15ms;
2)
Packet Loss -- Maximum 0.5 percent (.5%); and,
3)
Latency/Delay – 120ms one way.
In addition, Bidders shall provide a description of the methodology to
address the following Data Network Backbone issues:
1)
Congestion; and,
2)
Latency.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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CALIFORNIA TECHNOLOGY AGENCY
6.5.2.3
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Investigative System Network Ubiquity
The IWTS Investigative System network shall have the ability to provide
functionality throughout the state. Bidders shall accurately describe the
processes, network design and equipment necessary to fulfill this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.4
IWTS Investigative System Network Scalability
The IWTS Investigative System network shall have the ability to increase
delivery of services in number and/or size within a reasonable timeframe.
Bidders shall accurately describe the processes, network design, and
equipment necessary to fulfill this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.5
IWTS Investigative System Network Survivability
The IWTS Investigative System network shall not have a single point of
failure which could adversely affect the entire Network. Bidders shall
accurately describe the network design and equipment necessary to fulfill this
requirement identifying all redundancy and diversity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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CALIFORNIA TECHNOLOGY AGENCY
6.5.2.6
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Investigative System Network Points of Failure
The IWTS Investigative System network shall not have a single point of
failure that could adversely affect the entire Network.
Bidders shall
accurately describe the network design and equipment necessary to fulfill this
requirement identifying all redundancy and diversity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.7
IWTS Investigative System Data Storage Center
The IWTS Investigative System shall be networked to a central site(s) system
for the purpose of database edits, management, monitoring status, report
generation and control. Bidders shall submit details identifying the topology
of the network and its interoperation with the Data Storage Center.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.8
IWTS Data Transmission Encryption
The IWTS shall encrypt any transmissions of data containing confidential
information with an industry-recognized encryption standard that is in
compliance to the FIPS Standard 140-2.
Electronic Transmission to include:
1) File Transfers;
2) Remote access to the network or application; and,
3) System and network monitoring traffic.
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ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.9
IWTS Investigative System Network Security
The State expects stringent security standards, based upon the transmission
of confidential or sensitive data. The Prime Contractor shall provide security
and intrusion protection for the IWTS and components. The network design
shall protect against network outages or loss of network management
systems. Communication of information across the local and wide area
network shall use an industry accepted encryption method for data transfer.
The Prime Contractor shall commit to the following:
1)
Security Administration;
2)
Support all current and future United States encryption Standards;
and,
3)
Physical site security.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.10
IWTS Investigative System Network Operations Center (NOC)
Primary monitoring status and control for the IWTS Investigative System
network and all sites shall be at the Prime Contractor's Network Operations
Center (NOC). The NOC shall provide the following network management
functions:
1)
Monitor the status and performance of the network and all network
nodes;
2)
View equipment alarms and software errors;
3)
Monitor the performance of the servers; and,
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Troubleshoot the network and servers.
Bidders shall accurately describe the proposed NOC and Network
Management Systems (NMS) that support network startup, maintenance,
monitoring, and operations. Bidders shall submit details regarding the
topology of the network and how they will provide control of all of the IWTS
sites from the NOC, including redundancy. Bidders shall provide plans that
will show the redundancy of the major network equipment and databases to
provide non-stop operations to the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.11
IWTS Disaster Recovery Plans
Bidders shall provide contingency and disaster recovery plans to restore
IWTS operations in case of a disaster at the Prime Contractor provided
Central Operations Facility and for each installed CDCR facility 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 IWTS location. The plans shall address all events
of total or partial cessation of operations or destruction of the database or
physical facility and shall include procedures for both automated and manual
recovery of system functionality.
The Prime Contractor shall adhere to these plans in case of a system failure
due to a disaster. These plans shall be updated by the Prime Contractor
annually. These plans will be reviewed by the CDCR Operations Manager on
the anniversary of the Contract term’s date for adequacy and approval by the
State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS INVESTIGATIVE WORKSTATIONS
The IWTS Investigative Workstations shall be provided by the Prime Contractor for
Adult and Youth Camps, Community Correctional Facilities, and Female Offender
Programs to be utilized by CDCR Authorized Staff to perform monitoring and
investigative functions. The IWTS Investigative Workstation functionality includes all of
the functionality provided for IWTS Live Monitoring Terminals, unless noted, as well as
the investigative tools described below.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.1
IWTS Functional Integration
A single platform for the IWTS Investigative Workstations shall be provided to
include live monitoring, call detail reports, playback recordings, retrieval of
recordings and reports to compact disc (CD) or cassette recorder.
Additionally, the IWTS Investigative Workstations shall be available to CDCR
Authorized Staff to access and analyze all databases and reports.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.2
IWTS Investigative Workstation Hardware Configuration
The IWTS Investigative Workstation shall be configured with the minimum
characteristics described in this section:
1)
The IWTS Investigative Workstation shall be sized with adequate
memory and processor(s) that allows for completion of all tasks
performed. If connectivity to the Prime Contractor’s network via
the IWTS is not available, the Investigative Workstation shall be
able to access all recordings and CDR data through an alternative
method such as dial back-up. Bidder shall describe the proposed
alternative methods to meet this requirement;
2)
Full size keyboard;
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3)
External mouse;
4)
17" flat panel color monitor, with a non-glare screen;
5)
24x CD-RW / 8x DVD ROM;
6)
Sound card;
7)
Network interface card (NIC) RJ45 10-100-1000 connectivity;
8)
Audio: mini-phone stereo 3.5 mm;
9)
Input: mini-phone stereo 3.5 mm;
10)
USB ports;
11)
Security lock slot for cable lock;
12)
External boom type microphone;
13)
Wired headset with volume control;
14)
External speakers with volume controls;
15)
Color printer with 8.5" x 11" paper capable of printing a minimum
of 15 pages per minute with a footprint no larger than 20 inches by
20 inches; and,
16)
Cassette recorder or Compact Disc (CD) player to play back
recorded calls to this media, as needed.
Bidders shall provide documentation that describes the physical
characteristics of the IWTS Investigative Workstations, including hardware
specifications and pictures that meet the requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.3
IWTS Investigative Workstation Software Security
The IWTS input/output devices shall be protected from the introduction of
viruses or other malware that will in any way affect the security or operation
of the system. Virus scanning software patches and software shall be
updated by the Prime Contractor as required by the virus scanning software
manufacturer.
Bidders shall describe how they will meet this requirement.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.4
IWTS Investigative Workstation Identification
The IWTS Investigative Workstations shall be automatically identified within
the system, preferably through a hardware-generated identifier such as the
network interface card node address or controller port address. The CDCR
Operations Manager will provide a unique identification schema for cross
reference purposes to be integrated with applicable databases.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.5
IWTS Investigative Workstation Independent Operation
All of the IWTS Investigative Workstations shall operate independently of
other workstations in the same correctional facility even when accessing the
same stored data.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.6
IWTS Extended Distances of IWTS Investigative Workstations
The Prime Contractor will provide LAN extenders to ensure signal strength
meets quality standards for IWTS Investigative Workstations.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4
IWTS INVESTIGATIVE WORKSTATION FUNCTIONALITY
The IWTS Investigative Workstations will be installed at the Adult and Youth Camps, and
CCF and FOP locations. A copy of the current CDR and inmate call recordings shall be
stored on-site for 60 calendar days at the Adult and Youth Camps. The IWTS
Investigative Workstation shall have the capability to record the content of all complete
and incomplete telephone call connections. Recordings must be selectable by
telephone instrument, group of telephone instruments, bank of telephones, facility, or
called number. The IWTS Investigative Workstation shall include the capability to
transfer the recorded calls to removable media.
The Prime Contractor shall provide an IWTS Investigative Workstation that allows
authorized staff to perform all of the investigative functions described below. Bidders
shall clearly describe how they will provide the investigative functionality as follows:
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.1
IWTS Investigative Workstation Search Functionality
The authorized staff shall have ability to search the IWTS CDR database and
search on any fields, or combination of fields, within the database. The
retrieval location (on-site or off-site) of the stored recording shall be
transparent to the authorized staff.
The IWTS shall include the ability to query more than 10 fields by selecting
predefined data fields within a single screen. Upon initiating the search, all
data fields will appear in a single display screen report. Investigative staff
shall be able to save, file, and retrieve custom queries for future use.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.2
IWTS Investigative Workstation Limited Authority
The Investigative Workstation interface shall NOT have the ability to modify
any workstation configuration or Call Control parameter.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.3
IWTS Password Protected Log-In
All Investigative Workstations will require an authorized user identification
code, issued by a CDCR Operations Manager, to be entered in order to gain
access to the investigative tools. The Investigative Workstation shall be
password protected, if directed by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.4
IWTS Malicious Code Prevention
The Prime Contractor shall be responsible for keeping all IWTS Investigative
Workstations and other IWTS equipment free from viruses, spyware or any
other malicious code. Bidders shall describe their system and associated
processes for the prevention of viruses, spyware or any other malicious code.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.5
IWTS Investigative Workstation Capacity
All IWTS Investigative Workstations shall have a sufficient Hard Drive Space
to accommodate the required workstation’s operating system, application(s)
software, user data, if required, and at a minimum, 30% spare capacity. The
spare capacity shall be maintained at a 30% level in lieu of any software
upgrades/modifications that may be required for the workstation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.6
IWTS Remote Software Updates
All required software applications, patches, updates, and operating systems
shall be installed remotely and will be pushed out to the Investigative
Workstations by the Prime Contractor in conjunction with CDCR coordination
of update notification to CDCR users.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.5.4.7
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Remote Access Capability
The IWTS shall provide capability to authorized staff to remotely access the
IWTS Investigative System through the Prime Contractor’s hosted web-based
IWTS application from a State computer with the uniform look, feel and
capabilities of on-site access. This remote capability shall require a system
log-on procedure, and all data transmissions shall be fully encrypted.
Remote Access shall include multi-user access with multiple levels of
authorization.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8
IWTS Investigative Workstation Screens/Icons
The IWTS Investigative Workstation shall include the following screens/icons
that will be seen at all times somewhere on the screen. The icons shall be
user friendly and easy to navigate in and out of by authorized users.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.1
IWTS Log-In Screen
Upon log-in, the IWTS shall:
1)
Display an approved system use notification message or
banner before granting access to the IWTS that provides
privacy and security notices consistent with applicable federal
laws, Executive Orders, directives, policies, regulations,
standards, and guidance, and states that:
a) Users are accessing an official State of California
information system;
b) System usage may be monitored, recorded, and subject to
audit;
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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.
a) The Prime Contractor shall modify the notice at the CDCR
Operations Manager’s request.
b) Authorized users will be required to enter a User Name
and Password to Log in to the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.2
IWTS Welcome Screen
Once authorized users sign-in, the IWTS will automatically direct users
to the Welcome Screen that may include notices that apply to all users.
All notices shall be approved by the CDCR Operations Manager before
Prime Contractor places them on the screen.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.3
IWTS Log-Out Screen
The Log-Out icon will be used when authorized users log out of the
Investigative Workstation.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.4
IWTS Live Monitoring Screen
The IWTS shall be capable of real-time monitoring of all inmate/ward
telephone active calls from an Investigative Workstation or remotely by
authorized remote users. The real-time monitoring by each authorized
user shall be user definable, and the restriction criteria shall be
assigned to the authorized user’s profile.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.5
IWTS Reports Screen
This screen will include drop down menus for authorized staff to
generate and print Statewide or Facility specific reports described
herein.
The system shall display any user-defined combination of the fields
contained in a Completed Call record.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Facility Phone List Screen Content
Access to this screen will be limited to authorized users’ profile settings.
The Facility Phone List is described in detail in Section 6.5.4.19, IWTS
Facility Phone List.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.7
IWTS On-Line Manual
This icon will be used to access an on-line manual specific for the
IWTS. Authorized users will be able to search and find operating
instructions for specific functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.8
IWTS User Guide for IWTS Investigative Workstations
The Prime Contractor shall prepare and provide a User Guide for IWTS
Investigative Workstations that provides instructions that will describe
primary features, functionality and commands in an abridged userfriendly format. This User Guide will be made available on the Prime
Contractor’s IWTS Private Web site and shall be specific to the IWTS.
Hard copies will be posted at each IWTS Investigative Workstation and
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
IWTS Private Web site. The Prime Contractor shall modify the User
Guide as directed by the State.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.9
IWTS Investigative Workstation Live Monitoring Display
Authorized staff shall have real-time access to information on all calls in
progress at every CDCR facility based upon user profile. All fields shall be
capable of being sorted in ascending or descending order. This feature will
give authorized staff the capability to see in real time the information
described in Section 6.4.2, IWTS Live Monitoring Terminals, as well as the
following:
1)
Destination Number;
2)
Called Party Billing Name and address (BNA) Information;
3)
Alert Number flag;
4)
Three-Way Call flag (suspected or confirmed);
5)
TDD/TTY telephone flag;
6)
Payment method (prepaid or collect);
7)
Call denial reason;
8)
Call termination reason;
9)
Recording identification number; and,
10)
A text field on the monitoring screen to allow a user to input notes.
Notes shall allow a minimum of 250 characters.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.5.4.10
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Manual Notification
From the Live Monitoring screen, the IWTS shall allow an authorized user to
manually notify specified CDCR Authorized Staff of a call that requires
immediate attention. The notification shall be via a telephone call, e-mail, or
a visual notification on the Investigative Workstation. The alarm type(s) will
be user definable by the CDCR Operations Manager.
Notification shall include the ability for an authorized user to forward a call in
progress to another authorized user’s telephone or mobile phone. Before the
authorized user receiving the call is connected to the call, the user will be
required to enter a unique numeric code before having the capability to live
monitor the call in progress.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.11
IWTS Live Monitoring Multiple Locations
The system shall have the capability to allow a single authorized user to Live
Monitor multiple inmate/ward telephone calls from more than one (1) CDCR
Facility simultaneously. The Live Monitoring location may be local or remote
to the institution originating the call. Live Monitoring shall be in real-time.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.12
IWTS Monitoring Telephone Station/Location Status
The IWTS shall provide authorized staff with the ability to determine if any
particular IWTS telephone station/location is activated, deactivated, in
standby mode, or in use.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.13
IWTS Call Termination Control from an Investigative Workstation
The IWTS shall provide the authorized users with the ability to manually
terminate calls in the “Live Monitoring” screen. All manually terminated calls
shall be flagged with a unique identifier in the end code column of the CDR.
The Bidder shall identify the unique identifier that will be used to meet this
requirement.
Additionally, the User ID of the CDCR Authorized Staff that terminated the
call(s) shall be identified. The capabilities of performing any of the options
below will be based upon the CDCR authorized staff’s profiles as described in
Section 6.3.3.18, IWTS User Group Configuration.
Authorized staff shall be able to terminate:
1) Individual calls;
2) All calls at a facility (within Span of Control);
3) Individual Telephones; and,
4) All Telephones by:
a) Telephone ID;
b) Bank or group of IWTS telephone sets;
c) CDCR Facility building/section;
d) CDCR Facility;
e) Statewide Adult;
f)
Statewide Youth; and,
g) Statewide CDCR Facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.5.4.14
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Simultaneous Replay
The IWTS shall allow the capability for multiple recorded conversations to be
played back simultaneously at the same or other IWTS Investigative
Workstation location(s). Playback or download of recorded calls must not
interrupt any other on-going calls being recorded or other IWTS Investigative
Workstation functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.15
Forwarding a Recorded Call File on the IWTS
The IWTS shall allow an authorized user to send a recorded IWTS
conversation to another authorized user’s telephone or mobile phone for
playback. Before the authorized user receiving the forwarded call is
connected to the call, the user will be required to enter a unique numeric
code before having the capability to listen to the recorded call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.16
IWTS Search Criteria for Call Recording
The recording system shall have the capability to search (locate/sort) call
recordings based upon the any of the following CDR fields:
a)
CDCR Facility;
b)
Telephone Location;
c)
Start date/time;
d)
Destination number called;
e)
Telephone Station number;
f)
End date/time;
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g)
Duration of call; and,
h)
Complete or Incomplete call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.17
IWTS Voice Recording Access
After a CDR search, by any combination of the CDR fields, the Voice
Recordings shall be linked to and available from the identified CDR record.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.18
IWTS Voice Recording Playback Capability
Authorized users shall have the ability to access the Voice Recording
Database via Soft Switches to play, rewind, pause, fast-forward, designate a
specific area to loop back within the recording and vary speed of playback.
The IWTS shall be able to go to a specified call duration location within the
call without the playback of the entire call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.5.4.19
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IWTS Facility Phone List
The telephone numbers in the IWTS Facility Phone List shall be capable of
being deleted by authorized users when the number is no longer needed.
The deleted telephone numbers will be capable of being archived and not
viewed in the Facility Phone List. There will be no limit to the amount of
telephone numbers stored in this database. Using the Facility Phone List
shall be easily accessible through shortcuts, hyperlinks, or one click buttons
negating the navigation of multiple screens for activating, deactivating, and
deleting specific alert numbers or groups.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.1
IWTS Facility Phone List Screen Details
The Facility Phone List Screen shall include the following fields to be
populated by the authorized users:
1) Specific Facility or Statewide (All CDCR Facilities);
2) Destination Number;
3) Called Party’s Billing Information (Name, Address, City,
State, Zip);
4) Alert Groups; and,
5) Notes (minimum of 250 characters).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.2
IWTS Facility Phone List Search Criteria
Searching for a specific number shall include the following drop down
options either populated by the Prime Contractor or the authorized user:
1) Filter by CDCR Facility (all CDCR Facilities);
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2) Destination Number (all numbers included in Facility Phone
List under this field);
3) Called Party’s Name (all names included in Facility Phone
List under this field);
4) Alert Group (all names included in Facility Phone List under
this field); and,
5) Number of Records (selected in increments of 50, 100, 150,
200 or all).
Searching for a specific number shall include the option of direct input
into a search field.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.3
IWTS Alert Group Creation and Activation
An authorized user shall be able to create a unique “alert” name for a
group that may be activated or deactivated only by the authorized user
or CDCR Operations Manager. The alert name may be set for one (1)
or more specific telephone numbers that are being monitored. Once the
“alert” has been activated, the authorized user shall be capable of
entering up to two (2) telephone numbers and up to two (2) e-mail
addresses that would all be alerted anytime the specific number is
dialed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.4
IWTS Alert Group Functionality
When a call is made to a specific number activated in an alert group the
following IWTS functionality will occur:
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1) A minimum of two (2) different telephone numbers will be
dialed and the CDCR Authorized User receiving the alert on
their telephone or mobile phone will be required to enter a
unique numeric code before the authorized user is
connected to the call. If the unique numeric code is not
entered or entered incorrectly, then the Authorized User will
not be connected to the call.
2) If the alerted call is not answered by the CDCR Authorized
User, then the alert functionality will end. However, the call
between the inmate/ward and the called party will not be
adversely impacted.
3) If the alerted call is answered by the CDCR Authorized
User, then the called party’s telephone number will appear
on the Authorized User’s telephone. The Authorized User
will have the capability of pressing codes on the telephone
to barge-in on the active call and/or terminate the active call.
If the call is terminated, then the call shall be flagged with a
unique identifier in the end code of the CDR. The Bidder
shall identify the unique identifier that will be used to meet
this requirement. Additionally, the User ID of the authorized
staff that terminated the call(s) shall be identified. The
capabilities of performing the alert functionality shall be
based upon the authorized staff’s profiles.
4) A minimum of two (2) e-mail addresses will receive a
notification that will include the specific number dialed, the
date, time, and CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.5
IWTS Alert Group Deactivation
An alert group can only be deactivated by the CDCR Authorized User
who originally set the alert group or by a CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.5.4.19.6
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Deleting an Alert Group or Telephone Number from IWTS
An alert group or specific telephone number can only be deleted by the
authorized user who originally set the alert group or by a CDCR
Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.20
IWTS Alert Number Notification
The IWTS shall instantly notify the CDCR authorized staff of the destination
number if a call is placed to a destination number in the Facility Phone List.
The notification shall be via a paging signal, telephone call, e-mail, audible
alarm, or a visual notification on the Investigative Workstation. The alarm
type(s) will be user definable by the CDCR Operations Manager.
These methodologies shall allow multiple destinations of notification and
include a time-of-day scheduling capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.5
CDCR IWTS ACCOUNT ADMINISTRATION REQUIREMENTS
6.5.5.1
IWTS Instructional Brochures
Instructional brochures shall be available on-line to inmate/ward families
explaining the branding, monitoring, and recording requirements for all
inmate/ward calls (where applicable). Upon request, the Prime Contractor
shall provide soft copies of the brochures to the CDCR Operations Manager.
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.5.2
IWTS Systems Manuals
The Prime Contractor shall provide operating manual(s) explaining in detail
the features of the IWTS Live Monitoring Terminals, IWTS Investigative
Workstations and call management-related equipment.
The Systems
Manuals will be stored by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.5.3
IWTS System Administration Manuals
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 onsite.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.5.5.4
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Investigative Workstation Guide
The Prime Contractor shall prepare and provide a guide that includes
instructions in English for CDCR approval. The guide will include instructions
and contact information for log-in and operation of the IWTS Investigative
Workstation. This guide will be in a printed format and available at the
workstation. Additionally, a soft copy shall be available on each Investigative
Workstation. 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6
6.6.1
CDCR IWTS ADMINISTRATIVE CONTROL
IWTS ADMINISTRATIVE CONTROL
The Prime Contractor shall provide CDCR with IWTS Administrative Control
functionality to generate user profiles and access fields within the IWTS that will be
limited to the CDCR Operations Manager and authorized staff. This functionality will
be accessed from a State computer using the Prime Contractor’s hosted web-based
IWTS application. IWTS Administrative Control functionality shall include live
monitoring and investigative capabilities as well as tools to oversee and administer
statewide operations and service, compile data on inmate/ward use of the system,
reconcile financial activities, view trouble tickets, facilitate training of CDCR staff on
IWTS operation and capabilities, and perform system tests.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.2
SITE VISITS TO IWTS STORAGE FACILITIES
The State shall have the right to perform site visits to the Prime Contractor's California
Operations Facilities and Primary Database Storage Facility with 24-hour notice to the
Prime Contractor.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.3
IWTS INVESTIGATIVE WORKSTATION ACCESS (DELETED)
6.6.4
IWTS REMOTE ACCESS CAPABILITY (DELETED)
6.6.5
IWTS MOBILE ADMINISTRATIVE USER (DELETED)
6.6.6
CDCR HEADQUARTERS IWTS ADMINISTRATIVE TESTING/TRAINING SYSTEM
(DELETED)
6.6.7
USER GUIDE FOR IWTS ADMINISTRATIVE WORKSTATIONS (DELETED)
6.6.8
SINGLE USER IWTS MAPPING VERIFICATION
The IWTS shall include the ability for a single State IWTS administrative user to pick
up an inmate/ward phone and verify that the Telephone ID and physical location match
the IWTS service database description of the telephone location. This function shall
be performed by the Prime Contractor’s staff putting the IWTS in a “mapping” mode
that would prevent outgoing calls from being made by inmates or wards while mapping
verification is performed.
The Bidder shall describe how this requirement will be met.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.9
IWTS NO BILL TEST NUMBERS
The Prime Contractor shall provide test numbers for testing purposes to verify
functionality for each Call Type (Local, IntraLATA, InterLATA, Interstate, and
International). 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.10 IWTS ACCEPTANCE TEST PLANS
All software and equipment modifications shall follow a CDCR approved plan prior to
implementation in any production environment. The Prime Contractor shall submit
plans 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 IWTS 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.6.10.1
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Acceptance Test Plan
Bidders shall provide an IWTS Acceptance Test Plan detailing the scope,
approach, resources, and schedule of intended activities that will be used to
verify and ensure that IWTS meets all requirements. The Plan shall
reference functional requirements, any risks requiring contingency planning,
and include acceptance criteria in a traceability matrix. Test Plan shall
include the following deliverables: test procedures, cases, results, test logs,
and the summary test report.
A final Acceptance Test Plan shall be provided within 30 calendar days of
contract award. Final Acceptance Test Plan shall be reviewed and approved
by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.10.2
IWTS Acceptance Testing
Acceptance testing is performed by the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.10.3
IWTS Acceptance Testing Evaluation
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, to be executed prior to acceptance of
an individual IWTS site transition.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.6.10.4
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Acceptance Testing Deliverables
Test deliverables shall include, but not be limited to, test procedures, cases,
results, test logs, and the summary test report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.11 CDCR IWTS ROLE-BASED USER PROFILES
The IWTS shall provide for role-based user profiles, allowing specific functions and
features unique to each role. The Prime Contractor shall be responsible for the
System Administrator User activities. The CDCR Operations Manager will be
responsible for the Operations Administrator, Live Monitoring Terminal User,
Investigative User, Contracted Staff User, and State Contract Manager User. Each
IWTS User shall have unique identification credentials and be verified for identity
through two-factor authentication.
The IWTS Users shall be able to access the IWTS services in one of the following
roles:
1)
System Administrator
a) Create and manage System Administrator User accounts;
b) Maintain database of all role-based profiles;
c) Update system software;
d) Troubleshoot application programming and code;
e) Repair system software;
f)
Generate system health status reports;
g) Generate Ad Hoc Reports requested by State;
h) Provide back-up and recovery of stored data; and
i)
2)
Other functions identified by the Prime Contractor.
Operations Administrator
a) Create and manage Live Monitoring Terminal User, Investigative User,
Contracted Staff User, and State Contract Manager User accounts;
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
b) Request and maintain updated list of System Administrator User accounts as
needed;
c) Set and reset user authentication credentials;
d) View IWTS configuration of facilities;
e) Generate audit reports that include but are not limited to alarms, usage, and
Service Level Agreement reports;
f)
Generate operational reports for executive consumption;
g) Request maintenance
Administrators;
and
operations
assistance
from
System
h) Generate system health status reports; and,
i)
3)
Generate customer service/trouble ticket reports.
Live Monitoring Terminal User
a) Perform IWTS Live Monitoring Terminal functionality;
b) Change own password; and,
c) Input notes on IWTS Live Monitoring Terminal.
4)
Investigative User
a) Perform IWTS Investigative functionality;
b) Change own password;
c) Request data file delivery via Secure File Transport Protocol (SFTP), and,
d) Activate and Deactivate Alert Groups.
5)
Contracted Staff User
a) Perform limited functionality based upon authorized access assigned by the
Operations Administrator; and,
b) Change own password.
6)
State Contract Manager User
a) View and Generate authorized IWTS Reports; and,
b) View Service Level Agreement report.
The IWTS service shall provide a distinct display screen for each role-based profile
type. The distinct display screen shall only display the unique abilities and accesses
for the role based profile type being accessed. All other fields will be disabled.
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ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.11.1
CDCR IWTS USER PROFILE UNIQUE NUMERIC CODE
The IWTS shall generate a unique numeric code for each new user ID
account created. The numeric code will be used for IWTS Investigative
Functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.12 IWTS DAILY CALL DETAIL RECORDS RETRIEVAL
The Prime Contractor will provide CDCR with the ability to securely download a daily
CDR file in a delimited text format that contains the inmate/ward call attempts from the
CDCR facilities. The CDR retrieval shall be available to the CDCR Operations
Manager using a Secure File Transfer Protocol (SFTP) client application to connect to
the Prime Contractor’s server and download the previous calendar day’s CDR files.
Each daily CDR generated will be labeled as yyyymmdd.CDR (ex. September 30,
2009 would be named 20090930.CDR)
The Prime Contractor will provide the daily CDR files in a pipe ( | ) delimited format as
described in Table 6-2, Daily Call Detail Record Format:
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ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
TABLE 6-2, Daily Call Detail Record Format
Field
position
1
2
3
4
5
6
7
8
Order of
Information
Facility
Date
Time
MinDur
TNI
Telephone ID
Call Type
Call Record
Example: ( | delimited)
1
2
3
4
Description of information
contained in field
CDCR Facility
YYMMDD – date of call
HHMMSS – time of call
Total # of Seconds - Duration of call
Dialed number
IWTS Telephone ID
Call Type Values
Filename of Recording
5
6
7 8
CA34| 040221| 060623| 0000| 5076852508| 0080| D| 6TOJ4M.V08
The CDCR Operations Manager will meet with the Prime Contractor prior to finalizing
the fields in the format above. The CDCR Operations Manager will delete the daily
CDR file from the Prime Contractor’s SFTP server after it has been downloaded. The
Prime Contractor will have a file clean up set after 90 calendar days where the CDR
files will be deleted off the Prime Contractor’s server and no longer accessible by the
CDCR Operations Manager.
Bidders shall describe the configuration and methods they are proposing to satisfy this
requirement, including proposed Call Type values.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13 TRACKING IWTS ACCESS
The IWTS shall provide a method for tracking live monitoring and investigative
activities and transactions conducted on the IWTS for each authorized user.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.6.13.1
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Tracking Prime Contractor Personnel IWTS Access
The IWTS shall track activity of Prime Contractor personnel, including any
Subcontractors, that log-in to the IWTS for any purpose, including viewing or
editing data, systems administration and support, or other technical reasons.
The Prime Contractor shall, upon request, provide to CDCR additional
explanations and/or supporting details related to Prime Contractor personnel
activities.
The Prime Contractor personnel user accounts shall be assigned by the
System Administrator at the individual level, without the use of “generic” or
“multi-user” accounts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13.2
Tracking System and Operations Administrator’s User Profile IWTS Access
The IWTS shall track all System and Operations Administrator’s user
activities, including modifications to system configuration, user privileges,
data records, or other functions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13.3
Non-Tracking User Class
The IWTS shall have the ability to assign users who are not tracked or visible
in the audit process. Non-Tracked users shall only be authorized by the
CDCR Operations Manager.
This audit trail shall be available only to CDCR authorized staff and shall
include failed access attempts, accessed or copied data, log-on duration, or
other search criteria.
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13.4
Tracking All Other IWTS User Profiles
The IWTS shall track all other IWTS user profiles that include: Live
Monitoring Terminal User, Investigative User, Contracted Staff User, and
State Contract Manager User activities related to authorized user access
and functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.14 CDCR IWTS AUTHORIZED USER PROFILE FUNCTIONALITY
Authorized CDCR users will have access to the IWTS to perform specific activities in
support of their functions at each location as identified in their profiles.
This functionality shall include the assignment of report capabilities, menu functions,
data input capability, query capability, screen view capability, menu functionality
assignment, and other system administrative functions.
The CDCR Operations Manager shall have the ability to create, update and delete
CDCR staff profiles to include:
1)
CDCR staff name;
2)
IWTS log-on information;
3)
Reset assigned password (eight (8) to 14 characters, letters and numbers);
4)
Access classification (monitoring, management and/or investigative);
5)
Access to reports;
6)
Access to Blocked Number database;
7)
Access to specific Hot Line Recordings:
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8)
Access to Recorded calls database;
9)
Access to Trouble ticket log;
10)
Span of Control;
11)
Ability to enter notes;
12)
Ability to read notes;
13)
Ability to view calls played; and
14)
Ability to view calls copied.
CDCR staff CDR database access by:
1)
Telephone ID;
2)
Bank or group of IWTS telephone sets;
3)
CDCR Facility Yard and Building;
4)
CDCR Facility;
5)
Statewide Adult Facilities;
6)
Statewide Youth Facilities;
7)
Statewide CDCR Facilities; and,
8)
CDCR staff access permissions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.15 IWTS CALL CONTROL FEATURE PACKAGE PARAMETER SETTINGS
The CDCR Operations Manager shall have the ability to create, update and delete Call
Control Feature parameters, including Feature Package assignments for:
1)
Section 6.3.3.12.1, IWTS Calling Schedules;
2)
Section 6.3.3.12.2, Time Between Completed IWTS Calls;
3)
Section 6.3.3.12.3, IWTS Call Duration; and,
4)
Section 6.3.3.12.4, IWTS Extra Dialed Digits Prevention.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.16 IWTS BLOCKED NUMBER ADMINISTRATION
The CDCR Operations Manager shall have the ability to create, update and delete
numbers that are blocked for IWTS telephones by:
1)
Bank or group of IWTS telephone sets;
2)
CDCR Facility building/section;
3)
CDCR Facility;
4)
Statewide Adult Facilities;
5)
Statewide Youth Facilities; and,
6)
Statewide CDCR Facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.17 IWTS ADMINISTRATIVE WORKSTATION FUNCTIONALITY (DELETED, REVISED,
& MOVED)
(Requirement revised and moved to 6.6.11, CDCR IWTS Authorized User Profiles)
6.6.18 CDCR IWTS USER ACCESS TO SPECIFIC CDCR FACILITIES
The Prime Contractor shall ensure that CDCR Operations Manager has the ability to
create, update, and delete the list of specific facilities that each CDCR IWTS
authorized user can access.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.19 MONITORING THE IWTS NETWORK (DELETED, REVISED, & MOVED)
(Requirement revised and moved to 6.6.11, CDCR IWTS Authorized User Profiles)
6.7
IWTS DATA MANAGEMENT
The Prime Contractor shall store, maintain and secure the data stored in all the IWTS
databases and shall be responsible for the management and administration of all the databases
associated with IWTS. 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 IWTS databases), and reports. This does not include real-time voice
packets or configuration files associated with voice network control systems.
Bidders shall submit a description of how they will comply with the data management
requirements described below.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.1
IWTS INFORMATION SECURITY
The Prime Contractor shall implement a methodology for maintaining the security and
confidentiality of all information in accordance with applicable Federal and State laws
and regulations. The Prime Contractor shall comply with State of California
regulations related to information security and data privacy, as defined by the State
Administrative Manual and as directed by the California Office of Information Security
and Privacy Protection (OISPP).
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The Prime Contractor shall not use or access any CDCR data other than for the
specific use of meeting the technical requirements. The Prime Contractor shall comply
with applicable State policies, regulations and standards regarding information,
information systems, personal, physical, and technical security. The Prime Contractor
shall employ an industry standard encryption method for all data in transit, including
Call Detail Records (CDR) and voice call recordings.
Bidders shall describe in detail the proposed methodology to ensure the security and
confidentiality of data and information that is State owned or subject to special
statutory protection.
The Prime Contractor will be fully and solely responsible for security of all services and
all systems. Bidders shall explain what steps will be necessary to detect and prevent
all types of unauthorized access or abuse of the system. Bidders shall describe how
the system will address each vulnerability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.1.1
IWTS Data Media Disposal Requirements
The Prime Contractor shall properly dispose of media resulting from this
Contract. The minimum measures, which shall be taken by the Prime
Contractor to ensure this data remains secure include:
1)
Degaussing or wiping of hard disk prior to being used in any other
system;
2)
Degaussing or wiping of hard disk prior to being shipped to any
outside vendor;
3)
Shredding reports prior to disposal; and,
4)
Physically destroying optical media (burn, melt, or securely shred) or
overwritten multiple times with random data patterns.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Internet Access Protection
The IWTS shall be protected from unauthorized access from the Internet.
Bidders shall describe the total protection scheme and identify any possible
risk of unauthorized access to the IWTS or the data contained within the
system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.2
IWTS DATABASE MAINTENANCE
Following the Contract award, the Prime Contractor shall provide a database
maintenance schedule annually to CDCR Operations Manager for approval.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.3
IWTS DATA PARTITIONING (DELETED)
6.7.4
IWTS DATABASE UPDATE FUNCTIONALITY
The IWTS shall broadcast database updates to all appropriate IWTS locations on the
network concurrently and without operator intervention. Bidders shall describe the
proposed scheme.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS DATA ARCHIVING
The IWTS shall provide hardware and software capable of archiving all IWTS data. All
archived data shall be maintained for the term of the Contract and shall reside at the
Prime Contractor’s California Database Storage Facility within the geographic confines
of the state of California. Archived data shall be capable of being viewed, queried, and
reported on by authorized CDCR Staff in the same manner as the IWTS 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 California
Database Storage Facility to audit how the data is being stored. CDCR will provide a
24-hour notice before visiting the Prime Contractor’s California Database Storage
Facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.5.1
IWTS Archived Data Access
The IWTS 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.5.2
IWTS Automatic Archiving
Automatic archiving of the database files shall be accomplished without
requiring manual intervention or degradation to the use of the IWTS. The
archiving function will be used to comply with the redundancy requirement as
described in Section 6.7.7.1.4, IWTS Database Redundancy.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.5.3
IWTS Storage of Recordings On-Site
The Prime Contractor shall provide sufficient storage capacity to store a copy
of the current CDR and inmate/ward call recordings on-site for 60 calendar
days. This requirement applies to the Adult and Youth Camps included on
Exhibit 6-D1, CDF/CDCR Adult Camp IWTS Locations and 6-G1, Youth
Facility IWTS Locations. This requirement does not apply to Antelope and
Cuesta Adult Camps. The storage media shall not require regular operator
intervention to change or replace. Tape media is not acceptable. This
database shall include recordings of all incomplete and completed calls.
Bidder shall describe and provide documentation of the topology of the onsite storage of the copied CDR and inmate/ward call recordings.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6
IWTS DATABASE ACCESS BY AUTHORIZED STAFF
The IWTS shall provide secure, multilevel database access control configurations and
definable staff levels as described in Section 6.6.11, CDCR IWTS Role-Based User
Profiles. The IWTS 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 Section 6.6.11,
CDCR IWTS Role-Based User Profiles. 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.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.1
Multiple IWTS Database Access
The IWTS databases shall allow records access by multiple users from
multiple locations while maintaining data integrity. Bidders shall describe how
they propose to ensure data integrity while allowing multiple accesses to the
same CDCR recording.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.2
Multiple IWTS Log-Ons
System software shall allow the CDCR Operations Manager to configure the
IWTS to allow either multiple or single instance Log-Ons for CDCR IWTS
Authorized User accounts. CDCR IWTS Authorized Users shall have the
ability to have single or multiple Log-Ons simultaneously.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Password Requirements
All access to IWTS databases will require a unique log-on and a password
that is created by the authorized user upon initial sign-on to the IWTS. The
Prime Contractor shall access the IWTS databases in the same manner with
the same restrictions. The CDCR Operations Manager shall have the ability
to monitor and control Prime Contractor staff access to IWTS data.
The IWTS shall require passwords and password change reminders for the
IWTS environment consistent with the following rules:
1) Passwords are not to be shared;
2) Length range: eight (8) to 14 characters;
3) Password must be composed of characters from at least three (3) of the
following four groups from the standard keyboard:
a) Uppercase letters (A-Z);
b) Lowercase letters (a-z);
c) Arabic numerals (0-9); and,
d) Non-alphanumeric characters (punctuation symbols);
4) Must not be a dictionary word;
5) Must not be stored in clear text;
6) Must be hashed using industry accepted MD5 or better;
7) Passwords lock out after five (5) failed attempts;
8) Ownership: individual;
9) Storage: encrypted passwords; and,
10) Entry: Password shall not be readable when entered.
Password resets will be controlled by the CDCR Operations Manager as an
Administrative function.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.4
IWTS Database Search Capability
All databases shall be searchable on all fields.
printable.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.5
IWTS Multi-Facility Database Search Capability
The IWTS shall allow search and retrieval of all data as defined in the user
profile, regardless of location.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.6
Export IWTS Data Format
At any time upon request, the Prime Contractor shall fulfill the State’s request
for IWTS data, including current and archived Call Detail Records (CDR),
inmate/ward recordings, and information contained within the Facility Phone
list database. The export data formats and storage media type will be
defined by the State at the time of request. The data exports shall be:
1) Formatted in a pipe (|) or comma (,) delimited formatted file and
must be compatible with Microsoft Windows or Linux operating
systems;
2) Supplied electronically in a secure format or on DVD optical media
using the DVD-+RW standards, to be determined by CDCR
Operations Manager at time of request; and,
3) Clearly noted data fields including the database schema.
Additional requirements for export/transfer of data during Transition-Out from
the Contract to the future IWTS contract are described in Section
6.13.9.2IWTS Transition-Out Plan.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7
IWTS DATABASE RECOVERY
The Prime Contractor shall provide in-service recovery of the databases during a
failure. In-service recovery will allow the system to continue to operate while a failed
portion is recovered. Bidders shall describe how they will provide in-service recovery.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1
IWTS Data Backup and Recovery
The Prime Contractor shall provide all backup and archival hardware,
supplies, and recovery procedures, which will ensure that no data or
recordings will be lost.
The following are the minimum requirements for this capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1.1
System Failures
The backup shall protect against loss of data at any CDCR correctional
facility.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1.2
IWTS Full Recovery
The IWTS shall be capable of recovering all data and recordings, to the
point of full system operation, using an IWTS service backup.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1.3
IWTS Data Backup Requirements
All data shall be stored at the Prime Contractor’s Primary Database
Storage Facility and backed up and archived at the Prime Contractor’s
California Database Storage Facility. The Prime Contractor’s Primary
Database Storage Facility will be the primary location for the storage of
IWTS call recordings and call detail records.
The Prime Contractor’s California Database Storage Facility shall be
capable of performing backups concurrently with ongoing full operation
of the database with no readily apparent effect on any applications
running concurrently with the backup activity.
The Bidder shall provide in detail a description of how they will backup
all databases associated with IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Database Redundancy
All data shall be initially stored at the Prime Contractor’s Primary
Database Storage Facility and then backed up and stored at the Prime
Contractor’s California Database Storage Facility. This data shall be
accessible by the system immediately in the event of a failure at the
Prime Contractor’s Primary Database Storage Facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8
IWTS RECORDING REQUIREMENTS
A recording shall be generated for all calls, call attempts that were never connected,
calls that reach an answering machine, and completed calls where the call was
accepted. The CDCR Operations Manager shall identify any exceptions to this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.1
Start of Recording
The IWTS shall begin recording inmate/ward conversations when the
inmate/ward lifts the phone off hook. The recording shall capture the system
prompts, required recorded messages and when the inmate/ward states their
name.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS “Do Not Record” Numbers
The recording system shall have the ability to not record specific telephone
numbers authorized by the CDCR Operations Manager.
The Prime
Contractor’s staff shall not set a “do not record” number without the written
consent by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.3
IWTS On-Site Recording Storage Capacity
The Prime Contractor’s recording system shall have sufficient storage
capacity to locally (on-site) retain a copy of recorded calls and call detail
records for 60 calendar days. This requirement applies to the Adult and Youth
Camps included on Exhibit 6-D1, CDF/CDCR Adult Camp IWTS Locations,
and Exhibit 6-G1, Youth Facility IWTS Locations. This requirement does not
apply to Antelope and Cuesta Adult Camps. After 60 calendar days of local
storage, the files shall be deleted from the local database automatically. The
storage media shall not require regular operator intervention to change or
replace. Tape media is not acceptable. This database shall include
recordings of all incomplete and completed calls.
Bidders shall provide documentation of the topology, including redundancy, of
the proposed recording system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.4
IWTS Playback, Download, Save, and Transfer Rate
Recordings shall stream immediately and begin playback within five (5)
seconds. Download or transfer of file shall operate concurrently with
streaming connection at a rate no greater than two (2) minutes for each 15
minutes of recorded conversation. This downloaded file shall have the option
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to be saved locally once the download is completed. The transfer rate
applies to the Adult and Youth Camp during the 60 day on-site recordings.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.5
IWTS Recording Database Scalability
The recording database must accommodate the inmate/ward call volume as
stated in Exhibit 6-L2, CDCR 2010 Call Volume by Facility for the Contract
term, plus 30% additional space to accommodate growth. The manner of
system growth shall be scalable to provide for the addition of computing
power, recording storage, or other system components without the necessity
of manually replacing the existing database(s) or forcing the shut-down of the
IWTS and shall be done at no cost to the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.6
IWTS Playback of Recording on Other Types of Media
The IWTS shall have the ability to playback on other types of media besides
the IWTS workstation. The CDCR Authorized Staff shall be able to download
the recording(s) and software file onto a computer disc, flash drive or other
media and be played back on a computer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Proof of Authenticity
Recordings shall be electronically stamped with a tamper-resistant proof of
authenticity or security envelope to technically ensure certainty of the
authenticity and integrity of the recorded conversation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.8
IWTS Audible Beep Tones
The IWTS must be capable of producing a 1260 to 1540 Hertz beep tone,
lasting 170 to 250 milliseconds, and broadcast for both parties to hear every
12 to 15 seconds when recording is taking place to indicate that the
conversation is being recorded. The system must allow this function to be
engaged or not engaged at the State’s discretion.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8
IWTS SERVICE, SUPPORT, AND MAINTENANCE
The Prime Contractor shall provide support and maintenance as described below. Bidder shall
thoroughly describe the methodology they will provide to support the IWTS service
requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS SERVICE, SUPPORT, AND MAINTENANCE RESPONSIBILITIES
6.8.1.1
Responsibilities of the Prime Contractor for IWTS
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. The Prime Contractor shall use the best
commercially reasonable efforts to effect such modification with minimal
disruption to the CDCR’s operating schedule.
2)
Complying with the Trouble Ticket response times listed in Table
6.8.2.3, IWTS Trouble Ticket Priority Definitions and Responses.
3)
Participating in monthly meetings with the CDCR Operations Manager
and staff and/or State staff for the purpose of presenting IWTS 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 and any Subcontractor
staff for access to CDCR facilities. All personnel who will need one-time
or ongoing access to a CDCR facility will be required by CDCR to
complete SOW Exhibit A, Gate Clearance Information and Approval
Sheet, and SOW Exhibit C, Primary Laws, Rules, and Regulations
Regarding Conduct and Association with State Prison Inmates. 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.
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.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2
IWTS SERVICE AND SUPPORT REQUIREMENTS
6.8.2.1
IWTS Help Desk for CDCR
The Prime Contractor shall establish a dedicated Help Desk for the exclusive
use of the CDCR Authorized Staff to report, troubleshoot, track, escalate and
resolve service-related issues, receive user support.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.1.1
IWTS Help Desk Access
The Prime Contractor shall provide a single IWTS toll free number and
web-based access to the Help Desk for CDCR Authorized Users. In
addition to the toll free number and web-based access, the Help Desk
shall be accessible by telephone, mail, e-mail, fax, and TTY. The
addresses and toll free telephone numbers for each of these
communication methods shall be published on all correspondence.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Help Desk Hours of Operation
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
Customer 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.1.3
IWTS Help Desk Procedures Manual
The Prime Contractor shall develop, provide, and maintain written Help
Desk troubleshooting procedures specific to the IWTS service and
environment for use by the Prime Contractor’s organization. The
Procedures will be submitted to CDCR for approval prior to IWTS
transition and upon modification.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.2
IWTS Trouble Ticket Reporting and Tracking System
The Prime Contractor will provide an IWTS 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 IWTS 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;
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3)
A trouble ticket shall be opened for all identified IWTS 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 via drop down list as
described in Section 6.9.4.1, Current IWTS Inventory Report
(Monthly);
8)
The CDCR Operations Manager shall have online access to the
complete ticket data for the term of the Contract;
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.2.1
IWTS Trouble Ticket Content
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 Section 6.9.6, Ad
Hoc Reports.
Minimum requirements for each ticket shall include:
1)
Trouble ticket number;
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2)
Date and time trouble reported (separate fields);
3)
Date and time trouble resolved (separate fields);
4)
Total time to repair;
5)
Name of person reporting trouble, call back telephone number
and e-mail address;
6)
CDCR facility name where trouble was reported;
7)
Component(s) affected (Examples: Telephones, Monitoring
Terminals, Investigative Workstations, house wiring, Prime
Contractor wiring, network equipment, network transmission,
power, software, programming/ configuration) including the
Equipment Identification as described in Section 6.9.4.1,
Current IWTS Inventory Report (Monthly);
8)
Priority assigned to trouble per Table 6.8.2.3, IWTS Trouble
Ticket Priority Definitions and Responses;
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 of update;
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.8.2.3
Priority
Critical
Major
Minor
Informational
Requests
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Trouble Ticket Priority Definitions and Responses Table
Criteria
Impact: Either the CDCR
Management and Control
System Prime Contractor’s
hosted web-based IWTS
application, or the IWTS
telephone functionality is
‘down’ at multiple sites
simultaneously.
Impact: Ether the CDCR
Management and Control
System or the IWTS telephone
functionality is ‘down’ at one
site or one (1) housing unit. A
down system includes the
inability to record individual
calls, the inability to monitor
individual telephones or the
inability to control the usage of
any telephone.
Impact: The issue is
considered to have a
noticeable, yet minimal and
manageable impact of CDCR
operations. Issues that affect
End-User calls is of a nature
that is not impacting call
completion but still requires
attention in order to meet
Contract requirements. This
includes any individual EndUser complaint regarding
service.
Requests for information,
equipment change requests
and general information
Response Target
15 minutes
Resolution Target
Issue will be continuously worked,
24x7x365, until closure or stabilization.
Status updates are provided in as realtime 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.
Status updates are provided every four
(4) hours or sooner if developments
occur.
Two (2) 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.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS MAINTENANCE REQUIREMENTS
The Prime Contractor shall provide preventive maintenance as required by the
equipment manufacturer and as necessary to maintain the IWTS service. Preventive
maintenance shall be provided on a schedule which is mutually acceptable to the
CDCR Operations Manager and the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1
IWTS Routine and Preventative Maintenance Requirements
The Prime Contractor shall configure IWTS in such a manner that it will not
require on-site support under normal conditions.
The IWTS equipment shall not require on-site routine and preventative
maintenance more than once per month for any site. IWTS 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1.1
Scheduling IWTS Remote and Network Routine Maintenance
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.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1.2
IWTS Maintenance Procedures and Scheduling Plans
Bidders shall describe, in detail, IWTS Maintenance Procedures
Scheduling Plans, including any remedial maintenance plans.
schedules shall include a Table of Maintenance Components
includes all IWTS hardware with the frequency of required routine
preventative maintenance.
and
The
that
and
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1.3
Facility-Specific IWTS Maintenance Schedules
The Prime Contractor shall work with CDCR Operations Manager to
develop a schedule for each facility at the discretion of CDCR. The
Prime Contractor shall submit the Schedule of Required Regular IWTS
Maintenance for the equipment and software installed at each facility for
CDCR Operations Manager final approval prior to installation at each
facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Remedial Maintenance Requirements
Remedial maintenance shall be provided 24-hours a day, seven (7) days a
week.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.2.1
IWTS Remedial Maintenance Response Times
Contactor will respond to trouble ticket issues within the time frames
detailed in Table 6.8.2.3, IWTS Trouble Ticket Priority Definitions and
Responses, including dispatching appropriate resources to the affected
facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.2.2
IWTS Diagnostic Assistance
The Prime Contractor shall respond to all troubles reported on the
IWTS. 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.8.3.3
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IWTS Software Maintenance Requirements
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.4
On-site Administrator
The IWTS shall not require the use of an On-site Administrator to fulfill the
maintenance or any other requirements of this Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4
IWTS TRAINING REQUIREMENTS
6.8.4.1
General IWTS Training Requirements
The Prime Contractor shall provide a customized training plan as described in
Section 6.8.4.1.2, IWTS Training Plan. The Prime Contractor will use
Certified Trainers as described in Section 6.8.4.1.1, Trainer Certification by
CDCR. The Training Plan shall employ an on-site, hands-on, classroom and
train-the-trainer approach at the CDCR Operations Manager office location.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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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 IWTS. The Prime Contractor shall provide a Training Plan at
least two (2) weeks prior to the first CDCR Trainer Certification
presentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4.1.2
IWTS Training Plan
The IWTS Training Plan shall contain a complete syllabus of how
CDCR Authorized staff will be effectively taught to use the IWTS. The
Training Plan shall include the goals, objectives, timelines, and
benchmarks associated with each training component. The IWTS
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 IWTS Training Plan shall be subject to
approval by CDCR Operations Manager and modifications as directed.
The IWTS Training Plan shall be kept current by the Prime Contractor
and take into account any modification of features and functionality.
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).
Bidders shall describe the additional methods of training they intend to
provide for IWTS. These training materials and modification shall be
subject to approval by CDCR Operations.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4.2
Methods of Training for IWTS
The Prime Contractor shall provide training for the following:
6.8.4.2.1
IWTS Investigative Workstation Training
The Prime Contractor shall provide Investigative Workstation Training
on-site in a hands-on environment following initial installation at each
facility. Each site will require one (1) training session during normal
business hours with an estimate of five (5) personnel per active
workstation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4.2.2
IWTS Live Monitoring Terminal Training
The Prime Contractor shall provide Live Monitoring Terminal train-thetrainer training on-site in a hands-on environment to the CDCR
Operations Managers or on limited occasions on-site and hands-on as
requested by the CDCR Operations Managers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Administration Training
The Prime Contractor shall provide IWTS Administration Training to the
CDCR Operations staff prior to IWTS transition and implementation and
as needed throughout the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.5
IWTS USER MANUALS FOR CDCR AUTHORIZED STAFF
The Prime Contractor shall provide and maintain current IWTS User Manuals for
CDCR Authorized Staff.
1) Customized CDCR user manuals shall contain information that pertains
specifically to CDCR authorized staff’s use of the IWTS functionality. There
shall be no references to any features or functionalities that are not provided in
the IWTS environment.
2) CDCR user manuals shall contain detailed and clear instructions on the
operation of the IWTS 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 IWTS and make
the documentation available to CDCR upon request.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9
IWTS TOOLS AND REPORTS
This section describes the IWTS Tools and Reports to be provided by the Prime Contractor 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 award, 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 IWTS Service Level Agreements (SLA) to the applicable
Tools and Reports described in Section 6.12.4, IWTS Administrative Service Level Agreements.
All monthly reports shall be provided on a calendar month basis and electronic copies shall be
delivered in Excel file format by the tenth (10th) business day following the end of the reporting
period month and posted to the IWTS Private Web Site.
Bid response shall include samples of each report listed in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1
IWTS INVESTIGATIVE TOOLS AND REPORTS
The IWTS shall be capable of generating the following Reports from the IWTS
Investigative Workstations and the Prime Contractor hosted web-based IWTS
application.
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. The ability to generate Investigative Reports will be dependent upon
the CDCR Authorized Staff’s user profile.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.1
IWTS Investigative Report Format
All IWTS Investigative Reports shall be capable of saving in either Excel or
Adobe 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 in Section 6.9.1.2,
Investigative Report Fields, and total number of calls listed in the report;
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.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.2
IWTS Investigative Report Fields
Each report shall provide the following information on each IWTS call, with
the capability of sorting data by each field:
1)
Link to Call Recording with indicator if call was recorded or not;
2)
BNA;
3)
Notes Field;
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4)
Indicator of Played Calls including User ID, Date and Time;
5)
Indicator of Copied Calls including User ID, Date and Time;
6)
IWTS Station Identifier;
7)
CDCR Facility;
8)
IWTS Station Location within the CDCR facility;
9)
Destination Number (with partial field search capability using a wild
card);
10) Date and Time of IWTS Call;
11) Call Duration (mm:ss);
12) Cost of IWTS Call;
13) Unique File Identifier of Recording;
14) Start Code (drop down list of options provided by the system);
15) End Code (drop down list of options provided by the system);
16) TTY Calls;
17) Alert Group;
18) Rate Type;
19) Call Type;
20) Three-Way calling flag; and,
21) Termination to a Cell Phone flag.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3
IWTS Investigative Reports
The IWTS shall include the Investigative Reports listed in this section.
6.9.1.3.1
IWTS Call Detail Reports
The Call Detail Report shall provide the results of specific search criteria
during a specific time period including a list of all the IWTS calls that
meet the user defined search criteria in a logical presentation and not
as a data string. This report shall include all of the elements of the Call
Detail Record described in Section 6.3.3.9.1, IWTS Call Detail Record
Content.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.2
IWTS Custom Query
Custom Queries provide 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.3
IWTS Frequency by Origination Report
The Frequency by Origination Report shall list the IWTS calls from a
specific IWTS Telephone and shall include each destination number
called and the quantity of completed and attempted calls during a
specified period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.4
IWTS Frequency by Destination Report
The Frequency by Destination Report shall list all of the destination
numbers called during a specified period and the quantity of times the
IWTS calls that were made to each destination number.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.5
IWTS Alert Group by Destination Report
The IWTS 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 Phone List as an active Alert
Group.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.6
IWTS Alert Group by CDCR Authorized User Report
The IWTS Alert Group by CDCR IWTS Authorized User Report shall list
all of the destination numbers that have been designated in the IWTS
Facility Phone List as an active Alert Group by a specific CDCR
Authorized User.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.7
IWTS Shared Destination Report
The IWTS Shared Destination Report lists destination numbers that
have received calls from multiple CDCR Facilities within the specified
time period.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.8
IWTS Station Configuration Report
The IWTS Station Configuration Report lists the unique telephone
station number for each IWTS Telephone within the designated
facility(s). This report shall list the IWTS Station Identifier, the
telephone location and the last time the station configuration record was
updated.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.4
Search Fields Available for IWTS Ad Hoc Reports
The Investigative Workstation tool will include user friendly filters and sort
criteria to customize the Investigative reports. The CDCR Operations
Manager shall request from the Prime Contractor IWTS Customer Service Ad
Hoc Reports that may include a compilation of information from the other
reports described in Section 6.9.1, IWTS Investigative Tools and Reports.
This ad hoc capability will include the ability to request reports by the search
parameters listed in the various reports’ database fields:
1)
Report Type;
2)
CDCR Facility(s);
3)
Start Date/Time;
4)
End Date/Time;
5)
Sort Order (dropdown of all report fields);
6)
BNA;
7)
IWTS Telephone Type;
8)
IWTS Station Identifier;
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Station Location;
10) Destination Number (with partial field search capability);
11) Authorized CDCR Staff User ID;
12) Custom Definable Field;
13) Completed Calls;
14) Incomplete Calls;
15) Recorded Calls;
16) Played Calls (including user ID date/time);
17) Three-Way calls;
18) Copied Calls (including user ID date/time;
19) Calls with Notes (including user ID date/time);
20) Call Duration (with definable field to select a range in mm:ss);
21) Start Code (with drop down list);
22) End Code (with drop down list);
23) Alert Group;
24) Rate Type (with drop down list); and,
25) Call Category (with drop down list).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5
CDCR IWTS Administrative Reports
6.9.1.5.1
IWTS User ID Creation Report
The IWTS 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 IWTS 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.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.2
IWTS Audit Log Report
The Audit Log Report shall contain the IWTS Investigative User loggedin time and activities (files accessed, calls copied, calls played back,
and notes input) during a specific reporting period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.3
IWTS Live Monitoring Terminal Activity Report
The Live Monitoring Terminal Activity Report shall provide a report of
the ON/OFF status of the IWTS Live Monitoring Terminals during a
specific reporting period. This report shall include the identification of
the IWTS Live Monitoring Terminal, and the times that each Terminal
was turned on or off. (Refer to 6.4.2.4, IWTS Live Monitoring Terminal
Identification), all authorized user’s log-on and log-off time,)
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Passive Acceptance Report
The Passive Acceptance Report details the destination numbers that
have been set for passive acceptance, including the unique IWTS user
identifier of the CDCR Operations Manager that entered or modified the
passive acceptance status. This report will include the date/time stamp
of status changes to each destination number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.5
IWTS Blocked Number Report
The IWTS Blocked Number Report details the telephone numbers that
have been identified as unauthorized to receive IWTS calls. The IWTS
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.6
IWTS Do Not Record Report
The IWTS 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 IWTS personnel that entered or
modified the “do not record” status as well as the dates of status
changes to each number.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.7
IWTS Data Backup Validation Report
The Prime Contractor shall provide IWTS 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.2
FORMAT OF MONTHLY IWTS REPORTS
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.
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.
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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 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.
Prior to delivery of the first report set, the State will determine whether the reports shall
be delivered as separate and unique files and/or as sheets within a single Excel file.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3
IWTS CUSTOMER SERVICE REPORTS
The Prime Contractor shall provide monthly customer service reports as described.
6.9.3.1
IWTS Trouble Ticket Report
IWTS 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 IWTS Trouble Ticket Report tracks the status and activity of trouble ticket
activity each month. The IWTS 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 IWTS Trouble Ticket Report are as follows:
1)
IWTS 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;
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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 IWTS Trouble Ticket Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3.2
IWTS Daily Average Speed of Answer Reports (Monthly and Summary)
The IWTS Average Speed of Answer (ASA) Report tracks how quickly initial
answering is provided to callers as one of the methods of measuring and
tracking the quality of service provided. The ASA information shall be
presented in daily measurements and not as an average of averages. The
report shall detail the number of Calls Presented, Call Answered, Calls
Abandoned, ASA and Talk Time for each day of the month (show date and
day of the week). Talk Time is the time that a caller is connected to a
Customer Service Representative (CSR) and does not include the time while
connected to the IVR system.
All ASA data shall be provided separately for calls routed to both English and
Spanish speaking IWTS Customer Support personnel. This information shall
be summarized at the bottom of the report and carried forward to the IWTS
Daily ASA Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Customer Service Call Volume Reports (Monthly and Summary)
The IWTS 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 IWTS Customer
Service Number (English, Spanish, TTY, International and others), 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3.4
IWTS Customer Service Issues by Type Reports (Monthly and Summary)
The IWTS 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 IWTS 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 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 IWTS Customer Service Issues Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3.5
IWTS Customer Service Ad Hoc Report Capability
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 described in Section
6.9.3, IWTS 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.
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Bidders shall describe the ad hoc capability they will provide for IWTS,
including fields that will be provided and any search restrictions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.4
IWTS SERVICE, SUPPORT, AND MAINTENANCE REPORTS
The IWTS 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 IWTS activities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.4.1
Current IWTS Inventory Report (Monthly)
The Current IWTS Inventory Report provides the CDCR Operations Manager
with a complete accounting of the equipment located at CDCR facilities and
connected to the IWTS (whether the Prime Contractor installed or State
owned). The Current IWTS Inventory Report shall include a separate listing
of all equipment at each CDCR facility and a summary of the total inventory
at each facility, by Category of Facility (as defined below) and statewide
totals.
The following fields shall be included for each facility:
1)
Category of Facility (Adult Institution, Adult Camp, Community
Correctional Facility, Female Offender Program, Youth Facility,
Youth Camp, CDCR Field Offices);
2)
Name of the Facility;
3)
Physical Address;
4)
Name of the serving LEC;
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5)
Size of Rack space available (where applicable);
6)
The following elements shall be included for each piece of
equipment;
a) Type of hardware equipment:
i.
IWTS Telephone Set;
ii.
Live Monitoring Terminal;
iii.
Live Monitoring Station with Hardwired Cut-Off Switch;
iv.
Investigative Workstation;
v.
Router;
vi.
Modem;
vii.
Uninterruptible Power Supply;
viii.
LAN;
ix.
Controller; or,
x.
Any other type of hardware associated with the IWTS.
b) Equipment Identification Number;
c) Equipment Location:
i.
Housing Unit;
ii.
Yard Location; or,
iii.
Building Location.
d) Type of telephone:
i.
Standard IWTS telephone; or
ii.
TDD/TTY telephone (portable or fixed).
e) Type of Telephone Environment:
i.
ii.
f)
Indoor; or
Outdoor.
Type of Telephone Enclosure:
i.
Wall enclosure;
ii.
Booth with doors;
iii.
Booth without doors; or
iv.
Holding cell.
g) Type of Telephone Mounting:
i.
Wall Mount;
ii.
Pedestal Mount;
iii.
Cart Mount;
iv.
TDD/TTY Portable Mounting; and,
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v.
TDD/TTY Fixed Mount.
A summary total of each element shall be provided at the bottom of the report
for each individual CDCR facility, for each Category of Facility, and summary
for all CDCR facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.4.2
IWTS Network Performance Reports
The IWTS 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5
IWTS CALL VOLUME AND REVENUE REPORTS (MONTHLY AND SUMMARY)
The purpose of IWTS Call Volume and Revenue Reports is to measure and track
IWTS Call Volume and the associated Revenue. Reports of IWTS Telephone System
Call Volume shall be provided on a calendar month basis and delivered in electronic
format in Microsoft Excel file format and posted on the IWTS Private Web Portal by the
tenth (10th) calendar day following the end of the reporting period month. These
reports will present the Call Volume from several perspectives as described in this
section.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.1
IWTS Call Volume by Facility Report (Monthly and Summary)
The IWTS Call Volume by Facility Report will list separately the Call Elements
for each CDCR facility.
Call Elements include Call Attempts, Call
Completions, Call Conversation Minutes and Call Revenue as columns.
Separate rows will subdivide the Call Volume by Local, IntraLATA, InterLATA,
Interstate and International Call Volume with a row for the total of all call
traffic. Youth Facilities shall be listed first with a separate subtotal for all of
these facilities. The Adult Facilities will also have a separate subtotal. A
summary row for each facility will be included and a Summary Table detailing
the summation of each call destination (Local, IntraLATA, InterLATA,
Interstate and International) by Call Element of all facilities will be provided at
the end of the report. The Summary Table for each month will be carried
forward to the cumulative IWTS Call Volume Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.2
IWTS Call Volume by Category of Call Type Report (Monthly and Summary)
The IWTS Call Volume by Category of Call Type Report will list separately,
as columns, each of the Call Categories with sub-columns of Completed
Calls, Conversation Minutes and Revenue with columnar totals and totaled by
row with each of the Call Type (Local, IntraLATA, InterLATA, Interstate and
International). Each of these Call Categories (with their sub-columnar
elements) shall be summarized at the bottom of the report and carried
forward to the Call Volume by Type of Call Summary Report. The report shall
also list the total number of unique destination numbers called during the
report period on a separate row.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.3
IWTS Daily Call Volume by Call Type Report
The IWTS Daily Call Volume by Call Type Report will provide a daily view of
the Call Volume listing the Local, IntraLATA, InterLATA, Interstate and
International Call Volume in columns with sub-columnar listings of calls,
minutes and revenue for each of the destination types. Rows will list each
day of the month with the date and day of the week with a summary row at
the bottom of the report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.4
IWTS Daily Call Volume for International Calls Report
The IWTS Daily Call Volume for International Calls Report will provide a daily
view of the Call Volume listing the countries in columns with sub-columnar
listings of calls, minutes and revenue for each of the countries. Rows will list
each day of the month with the date and day of the week with a summary row
at the bottom of the report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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IWTS Data File
Upon the request of the State, the Prime Contractor shall produce a comma
delimited (*.CSV) text file of all call records and call record elements for a
given timeframe. The request may be on an Ad Hoc or on a reoccurring
monthly basis. Delivery of the file shall be within five (5) calendar days of the
request. There shall be no limit to the time period of the requested data, from
the beginning of the Contract period to the date of the request. The State
may request that the data be filtered or sorted on any of the data elements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.6
IWTS AD HOC REPORTS
IWTS 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 IWTS 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 IWTS 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10
IWTS FINANCIAL REPORTS
The Prime Contractor shall provide recurring monthly revenue reports to the State Contract
Manager identified in SOW, Section 4, Administration of Contract, by the tenth (10th) calendar
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day of each month. These reports are separate from the monthly reporting process described in
Section 6.9, IWTS Tools and Reports.
The report shall have header and footer appear on each page with the name of the report and
reporting period centered on the header of each page. The footer shall include the page
number and number of pages and “Date Printed: mm/dd/yyyy”.
The Prime Contractor shall provide these reports on a calendar month basis and deliver in
electronic format in Microsoft Excel and posted to the IWTS Private Web Portal. All revenue
figures shall be calculated and displayed in U.S. dollars and cents.
For purposes of these reports, Call Categories are defined as follows (other call categories shall
be added as necessary):
1) Collect Local;
2) Collect IntraLATA;
3) Collect InterLATA;
4) Collect Interstate;
5) Prepaid Local;
6) Prepaid IntraLATA;
7) Prepaid InterLATA;
8) Prepaid Interstate;
9) Prepaid International (per country); and,
10) Prepaid cellular.
The Prime Contractor will provide each of the Financial Reports described for CDCR facilities
identified in Exhibit 6-C1, Adult Institution IWTS Locations, through 6-G1, Youth IWTS Facility
Locations, by facility to the Statewide Telecommunications Network Division, Contracts
Management Section as identified in SOW, Section 4, Administration of Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.1 IWTS SUMMARY MINUTES BY CALL CATEGORY REPORT
The Prime Contractor shall provide as part of the monthly revenue reports an IWTS
Summary Minutes by Call Category Report, which shall include the following:
1)
Report period (month);
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2)
Local, IntraLATA, InterLATA, Interstate, International grouping;
3)
Number of calls (by each Call Category);
4)
Minutes of calls (by each Call Category);
5)
Gross billable call revenue (by each Call Category);
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable call revenue for each
correctional facility; and,
9)
Totals calculated and displayed for each Call Category, total calls, total minutes,
and total revenue across all correctional facilities and shall include subtotals and
totals for each of the categories.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.2 MONTHLY IWTS DISTRIBUTION OF REVENUES BY CALL CATEGORY SUMMARY
The Prime Contractor shall provide as part of the monthly revenue reports a Monthly
IWTS Distribution of Revenues by Call Category Summary. This report shall be the
summation of all calls placed through IWTS for the entire State and supporting
documentation from each individual correctional facility. The following information shall
be included for each Call Category:
1)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Call party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
10) Per minute revenue by Call Category;
11) Gross billable tax revenue by Call Category;
12) Gross billable revenue by Call Category;
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13) Percentage of gross billable revenue by Call Category;
14) Gross billable prepaid account setup fee revenue; and,
15) Grand totals calculated and displayed for each Call Category, total calls, total
average minutes per call, total minutes, total per minute revenue, total gross
billable tax revenue, and total gross billable revenue across all CDCR facilities.
These shall include subtotals and totals for each of the categories.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.3 IWTS CORRECTIONAL FACILITY SUMMARY REPORT
The Prime Contractor shall provide, as part of the monthly revenue reports, an IWTS
Correctional Facility Summary Report which shall include the following:
1)
Report period (month);
2)
Correctional facility name;
3)
Number of calls;
4)
Minutes of calls;
5)
Gross billable revenue including unique calls and international calls;
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable revenue for each correctional
facility;
9)
Totals calculated and displayed for the number of unique called numbers for
entire Contract; and,
10) Totals calculated and displayed for the total number of International calls for the
entire Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.10.4 MONTHLY IWTS REVENUE ANALYSIS REPORT
The Prime Contractor shall provide a Monthly IWTS Revenue Analysis Report which
shall include:
1)
Report period (month);
2)
Correctional facility name;
3)
Local, IntraLATA, InterLATA, Interstate and International grouping;
4)
Gross billable revenue (by call type) for each month in current State fiscal year
(July through June);
5)
Total gross billable revenue across all collect call types per month in State fiscal
year;
6)
Subtotals for each Call Category for a correctional facility across the State fiscal
year (to date); and,
7)
Grand totals of all subtotals of each of the categories calculated and displayed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.5 CUMULATIVE IWTS USAGE FOR STATE FISCAL YEAR AND CALENDAR YEAR
REPORTS
The Prime Contractor shall provide as part of the monthly revenue reports Cumulative
IWTS Usage for Fiscal Year and Calendar Year reports. The Cumulative IWTS Usage
for Fiscal Year report shall include a summary for all months in a State fiscal year (July
through June). The Cumulative IWTS Usage for Calendar Year shall include a
summary for all months in a calendar year (January through December). Reports shall
include:
1)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Called party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
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10) Per minute revenue by Call Category;
11) Gross billable tax revenue by Call Category;
12) Gross billable revenue by Call Category;
13) Percentage of gross billable revenue by Call Category;
14) Grand totals for each month calculated and displayed for each Call Category, total
calls, total average minutes per call, total minutes, total gross billable tax revenue,
and total gross billable revenue for each month. These shall include subtotals and
totals for each of the categories; and,
15) Cumulative grand totals for the year (both State fiscal and calendar) calculated
and displayed for total Local, IntraLATA, InterLATA,, Interstate, and International
calls, total average minutes per call, total minutes, total per minute revenue, total
gross billable tax revenue, and total gross billable revenue.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.6 MONTHLY IWTS TRACKING REPORT
The Prime Contractor shall provide as part of the monthly revenue reports a Monthly
IWTS Tracking Report. The Monthly IWTS 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 Contract 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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6.10.7 CUMULATIVE MONTHLY IWTS ADMINISTRATIVE FEES REPORT
The Prime Contractor shall provide a Cumulative Monthly Administrative Fees Report
to the State which shall include:
1)
State fiscal year;
2)
Monthly;
3)
Wired date;
4)
Wired amount;
5)
Total cumulative wired amount to date;
6)
Wired transaction number; and,
7)
Contact phone number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11
IWTS WEB SITE PORTALS
The Prime Contractor shall provide an IWTS public and private web portals. The public web
portal shall address the needs of called parties. The private web portal will address the needs
of the State staff required for the administration and oversight of the IWTS as well as the
Authorized Investigative Users. The portals shall be accessible using the latest versions of
industry standard browsers for both PC and Apple platforms. At the State’s request, the Prime
Contractor shall make system changes at no additional cost or increase to billing rates.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.11.1 IWTS PUBLIC WEB SITE
The Prime Contractor shall provide and maintain an IWTS Public Web Site that shall
be updated weekly. All information, data and forms must be approved by CDCR
Operations Manager before posting to this web site. The web site shall include the
following:
1)
A list of all products and services with descriptions and product codes, including
product and service features;
2)
Product and service rates;
3)
Contract language and amendments;
4)
Customer’s Frequently Asked Questions (FAQs);
5)
Customer ordering instructions;
6)
End-User Escalation Process;
7)
URL to the IWTS on-line User Guide;
8)
URL to State and/or CDCR web site;
9)
Description of payment options;
10) Customer Service toll free numbers for Domestic and International calls;
11) A current list of International Countries serviced;
12) Customer service trouble reporting contact information (Intrastate, Interstate and
International); and,
13) Access to End-User account and URL to payment services as described in
Section 6.14, IWTS Billing Requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.2 IWTS PRIVATE WEB SITE
The Prime Contractor shall provide and maintain an IWTS Private Web Site that shall
be updated weekly. The Prime Contractor shall use the IWTS Private Web Site to
provide the State with access to administrative tools, Investigative capability, service
level agreement reports, fiscal management reports, training and other tools and
reports as requested by CDCR and the State.
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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.3 PRIME CONTRACTOR HOSTED WEB-BASED IWTS APPLICATION
The Prime Contractor shall host a web-based IWTS application with two-factor
authentication accessible to authorized users through specific networks designated
by the CDCR Operations Manager. The web-based application shall provide the
State with access to administrative tools, investigative capability, data search
capabilities, service level agreement reports, training and other tools and reports as
requested by the State.
The web-based IWTS application shall be compatible with Microsoft Internet Explorer
7 and newer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.3.1
System Use Notification/IWTS Log-In Screen
Upon log-in, the web-based IWTS application shall:
1)
Display an approved system use notification message or banner
before granting access to the IWTS service that provides privacy and
security notices consistent with applicable federal laws, Executive
Orders, directives, policies, regulations, standards, and guidance,
and state that:
a) Users are accessing an official State of California information
system;
b) System usage may be monitored, recorded, and subject to
audit; and,
c) Unauthorized use is prohibited and subject to criminal and
civil penalties.
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.
SECTION 6 Ͳ Page 180
