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CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VSPW-Valley State Prison for Women Property Boundaries
Real Property Number 10103 – VALLEY STATE PRISON FOR WOMEN
Label No.
Assessor Parcel No.
1
2
030-211-003
030-211-002
SECTION 6 Ͳ Page 446
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VSPW-Valley State Prison for Women Coverage Areas
SECTION 6 Ͳ Page 447
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
DVI-Deuel Vocational Institution Property Boundaries
Real Property Number 38 – DEUEL VOCATIONAL INSTITUTION
Label No.
Assessor Parcel No.
1
239-120-01
SECTION 6 Ͳ Page 448
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
DVI-Deuel Vocational Institution Coverage Areas
SECTION 6 Ͳ Page 449
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCWF-Central California Women’s Facility Property Boundaries
Real Property Number 9475 – CENTRAL CALIFORNIA WOMEN’S FACILITY
Label No.
Assessor Parcel No.
1
030-260-001
SECTION 6 Ͳ Page 450
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCWF-Central California Women’s Facility Coverage Areas
SECTION 6 Ͳ Page 451
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
PBSP-Pelican Bay State Prison Property Boundaries
Real Property Number 37 – PELICAN BAY STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
105-260-05
105-042-64A
105-042-63A
SECTION 6 Ͳ Page 452
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
PBSP-Pelican Bay State Prison Coverage Areas
SECTION 6 Ͳ Page 453
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
OHCYCF-OH Close Youth Property Boundaries
(DELETED)
Northern
California
Re-Entry
Facility
SECTION 6 Ͳ Page 454
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
OHCYCF-OH Close Youth Coverage Areas
(DELETED)
SECTION 6 Ͳ Page 455
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
NACYCF-N.A. Chanderjian Youth Property Boundaries
(DELETED)
SECTION 6 Ͳ Page 456
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
NACYCF-N.A. Chanderjian Youth Coverage Areas
(DELETED)
SECTION 6 Ͳ Page 457
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VYCF-Ventura Youth Property Boundaries
(DELETED)
SECTION 6 Ͳ Page 458
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VYCF-Ventura Youth Coverage Areas
(DELETED)
SECTION 6 Ͳ Page 459
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SYCRCC-Southern California Youth Boundaries
(DELETED)
SECTION 6 Ͳ Page 460
CALIFORNIA TECHNOLOGY AGENCY
ATTACHMENT 1 Ͳ AGREEMENT OTP 11Ͳ126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SYCRCC-Southern California Youth Coverage Areas
(DELETED)
SECTION 6 Ͳ Page 461
STATE MODEL
INFORMATION TECHNOLOGY
PURCHASE SPECIAL PROVISIONS
3 Price Decline (Applicable to Third Party Contractors)
Prices quoted shall be the maximum for the contract period subject to any price escalation provisions reflected in the Statement of
Work. However, should a price decline be announced by the manufacturer after contract award, but prior to a third party contractor
taking title to the Equipment, and should the third party contractor be the recipient of this manufacturer's price decline, it shall be
passed on in total to the State by the third party contractor. Any interest, finance, or other charges based on the contract price will be
recomputed using the original bid rates and the differences will also be passed to the State in total.
4 Price Decline (Applicable to Manufacturers)
Prices quoted shall be the maximum for the contract period subject to any price escalation provisions reflected in the Statement of
Work. However, should a price decline be announced by the manufacturer after contract award, but prior to the State taking title to the
Equipment, it shall be passed on in total to the State by the manufacturer. Any interest, finance, or other charges based on the contract
price will be recomputed using the original bid rates and the differences will also be passed to the State in total.
DGS Procurement Division PURCHASE SPECIAL PROVISIONS Page 2 02/08/07
STATE MODEL
INFORMATION TECHNOLOGY
MAINTENANCE SPECIAL PROVISIONS
TO BE USED WITH THE GENERAL PROVISIONS – IT. DEVELOP AND
INCLUDE A STATEMENT OF WORK.
The following terms and conditions are superseded and replaced by any alternate or inconsistent terms and conditions in the
Statement of Work.
1
Maintenance of Equipment
The Contractor is responsible under this Contract to maintain the Equipment identified in the Statement of Work. The
Contractor shall keep the Equipment in good operating condition and shall always be responsive to the maintenance
requirements of the State. Equipment maintenance shall be provided in accordance with this Contract, with the maintenance
charges, Period of Maintenance Coverage, locations, etc. listed in the Statement of Work.
2
Exclusions
a. Maintenance service does not include:
1)
Electrical work external to the Machines or maintenance of accessories, alterations, Attachments, or other devices
not listed in the Statement of Work.
2)
Repair of damage or increase in service time caused by: accident; disaster, which shall include, but not be limited
to, fire, flood, water, wind, and lightning; transportation; neglect, misuse, fault or negligence of the State; and
alterations, which shall include, but not be limited to, any deviation from Contractor's physical, mechanical, or
electrical Machine design, and Attachments.
3)
Repair of damage or increase in service time resulting from failure to provide a suitable installation environment
with all facilities prescribed by the appropriate Contractor Installation Manual–Physical Planning (including, but
not limited to, failure of, or failure to provide adequate electrical power, air conditioning or humidity control).
4)
Repair of damage or increase in service time attributable to the use of the Machines for other than the data
processing purpose for which it was acquired.
5)
Furnishing platens, supplies or accessories; painting or refinishing the Machines or furnishing material therefore;
inspecting Machines altered by other than Contractor; making specification changes or performing services
connected with the relocation of Machines; or adding or removing accessories, Attachments or other devices.
6)
Such service which is impractical for Contractor to render because of alterations or connection by mechanical or
electrical means to another Machine.
7)
Repair of damage, replacement of parts (due to other than normal wear) or repetitive service calls caused by the
use of supplies or materials not meeting Contractor's specifications for such supplies or materials.
8)
Repair of damage or increase in service time caused by conversion from one Contractor model to another or the
installation or removal of a Contractor feature whenever any of the foregoing was performed by other than the
Contractor.
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MAINTENANCE SPECIAL PROVISIONS
9)
Repair or maintenance by Contractor that is required to restore Equipment to proper operating condition after any
person other than Contractor's employee had performed maintenance or otherwise repaired an item of Equipment.
b. The Contractor may be required to perform repair or maintenance on excluded items in paragraph a, above. An
additional charge for such repair or maintenance shall be at the established Contract rates in the Statement of Work, or
if not stated, be at Contractor's applicable time and material rates and terms then in effect. The procedures for
authorization of such maintenance may be the same as those for Remedial Maintenance outside of the Principle Period
of Maintenance.
3
Responsibilities of the Contractor
a. This maintenance service includes the following and may be further described in the Statement of Work:
1)
Scheduled Preventive Maintenance based upon the specific needs of the individual Machines as determined by
manufacturer.
2)
Unscheduled, on-call Remedial Maintenance. Such maintenance will include lubrication, adjustments, and
replacement of maintenance parts deemed necessary by the Contractor.
b. Maintenance parts will be furnished by Contractor and will be new or equivalent to new in performance when used in
these Machines. Replaced maintenance parts become the property of the Contractor.
c. Preventive maintenance shall be performed on a schedule which is mutually acceptable to the State and the Contractor,
which is consistent with the State's operating requirements, and which is based upon the specific needs of the
Equipment as determined by the manufacturer. Such schedules shall be in writing and shall specify the frequency and
duration of Preventive Maintenance for the Equipment in the Statement of Work.
d. Remedial Maintenance shall be commenced promptly after notification by an authorized State representative that
Equipment and/or Software is inoperative.
4
Responsibilities of the State
a. The State shall provide an appropriate operating environment, including temperature, humidity, and electrical power, in
accordance with the environmental requirements contained in the Contractor's published specifications for the
Equipment listed on the Statement of Work.
b
c
5
Unless mutually agreed to by the Contractor and the State, State personnel will not perform maintenance or attempt
repairs to the Equipment while such Equipment is governed by the terms of this Contract.
Subject to the State's security regulations, the Contractor shall have full and free access to the Machines to provide
service thereon.
Maintenance Coverage
a. Period of Maintenance Coverage:
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IT MAINTENANCE SPECIAL PROVISIONS
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STATE MODEL
INFORMATION TECHNOLOGY
MAINTENANCE SPECIAL PROVISIONS
1)
The State may select a period or periods of maintenance coverage, as stated in the Statement of Work, in
accordance with the following:
(a) A minimum monthly maintenance charge entitles the State to maintenance coverage during the Principal
Period of Maintenance.
(b) The State may select in lieu of the hours available for the minimum monthly maintenance charge, one or more
of the optional periods of maintenance coverage for an additional charge as shown in the Statement of Work
2)
The hours of maintenance coverage for a Machine on Monday through Friday shall be the same each day; and the
hours on Saturday and Sunday shall be the same hours on all Saturdays or Sundays. All Machines covered under
this Contract must have a simultaneous span of time within the selected periods of maintenance coverage, at least
equal to the shortest period offered for any Machine in the System.
3)
The State may change its selected Period of Maintenance Coverage by giving Contractor fifteen (15) days prior
written notice.
b. Preventive Maintenance (scheduled)
Preventive maintenance can either be performed within or outside of the Principal Period of Maintenance (PPM). An
additional charge may be made for Preventive Maintenance to be performed outside of the PPM, as set forth in the
Statement of Work. No additional charge shall be made for Preventive Maintenance that is to be performed within the
PPM.
c. Remedial Maintenance (unscheduled)
1)
Remedial Maintenance shall be performed after notification by authorized State personnel that the Equipment is
malfunctioning.
2)
The Contractor shall provide the State with a designated point of contact and will initiate the Remedial
Maintenance.
3)
There shall be no additional maintenance charges for:
(a) Remedial Maintenance during the Period of Maintenance Coverage unless the Remedial Maintenance is due
to the fault or negligence of the State.
(b) Time spent by maintenance personnel after arrival at the site awaiting the arrival of additional maintenance
personnel and/or delivery of parts, etc., after a service call has been commenced.
(c) Remedial Maintenance required because the scheduled Preventive Maintenance preceding the malfunction
had not been performed, unless the State had failed to provide access to the Equipment.
(d) For time of delay beyond the PPM, Contractor shall continue to perform maintenance for the same amount of
time outside the covered period without additional charge to the State.
(e) The first hour of work performed when Remedial Maintenance service is requested during the covered Period
of Maintenance and the actual work is begun outside such period.
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INFORMATION TECHNOLOGY
MAINTENANCE SPECIAL PROVISIONS
6
Maintenance Charges
a. The monthly maintenance charges described include all maintenance costs, and the State will pay no additional
charges unless specifically set forth in this Contract. Maintenance rates shall be firm for the Contract period subject to
any maximum annual maintenance escalation as set forth in the Statement of Work.
b. Maintenance charges for fractions of a calendar month shall be computed at the rate of 1/30 of the applicable Total
Monthly Maintenance Charge, for each day maintenance was provided.
c. There will be no charge for travel expense associated with maintenance service or programming service under this
Contract except that actual travel expenses will be charged in those instances where the site at which the Machine is
located is not normally accessible by private automobile or scheduled public transportation.
d. All maintenance and other service activities (including but not limited to activities relating to pre-installation planning,
inspections, relocation of Machines, engineering changes and altered programming) which may be made available by
Contractor to the State at no additional charge or at Contractor's then applicable time and material charges, in
connection with any Machines or programming supplied under this Contract, shall be subject to the terms and
conditions of this Contract, unless such activities are provided under another written agreement signed by the State
and the Contractor.
7
Maintenance Credit for Inoperative Machines
The Contractor shall grant a proportionate maintenance credit on a Machine shown in the Statement of Work when the
Machine is inoperative for consecutive scheduled work periods totaling 24 hours from the time the State notifies the
Contractor the Machine was inoperative, provided (1) the Machine became inoperative through no fault of the State, and (2)
the breakdown was attributable to Equipment Failure. The credits to be granted by the Contractor to the State shall be as
reflected in the Statement of Work.
8
Engineering Changes
Engineering changes, determined applicable by Contractor, will be controlled and installed by Contractor on Equipment
covered by this contract. The State may elect to have only mandatory changes, as determined by Contractor, installed on
Machines so designated. A written notice of this election must be provided to the Contractor for confirmation. There shall
be no charge for engineering changes made. Any Contractor-initiated change shall be installed at a time mutually agreeable
to the State and the Contractor. Contractor reserves the right to charge, at its then current time and material rates, for
additional service time and materials required due to noninstallation of applicable engineering changes after Contractor has
made a reasonable effort to secure time to install such changes.
9
Relocation of Equipment
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STATE MODEL
INFORMATION TECHNOLOGY
MAINTENANCE SPECIAL PROVISIONS
a. In the event the Equipment being maintained under the terms and conditions of this Contract is moved to another
location within the State of California, the Contractor shall continue to maintain the Equipment at the new location.
b. The charges of the Contractor to dismantle and pack the Equipment and installation at the new location shall be at the
rates set forth in the Statement of Work. The State agrees to pay all costs incidental to any move, including costs for
packing, crating, rigging, transportation, unpacking, uncrating, insurance, installation, and State and local sales tax, if
any.
c. If Contractor is responsible for the move, no re-certification charges to confirm continued maintenance eligibility will be
applicable. If the move is conducted by other than Contractor, State agrees to pay re-certification charges to
Contractor at rates set forth in the Statement of Work.
10 Termination
Notwithstanding the Termination for Convenience provisions contained in the General Provisions, upon thirty (30) days’
written notification to the Contractor, State may terminate, at no cost to the State, maintenance for all or any portion of the
Equipment identified in the Statement of Work.
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IT MAINTENANCE SPECIAL PROVISIONS
Page 5
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STATE MODEL
INFORMATION TECHNOLOGY
SOFTWARE SPECIAL PROVISIONS
TO BE USED WITH THE GENERAL PROVISIONS -- IT. DEVELOP AND
INCLUDE A STATEMENT OF WORK.
1
License Grant
a. Contractor hereby grants to the State and the State accepts from Contractor, subject to the terms and conditions of this
Contract, a non-exclusive, non-transferable license to use the Software Products listed in Statement of Work of this
Contract (hereinafter referred to as "Software Products").
b. State may use the Software Products in the conduct of its own business, and any division thereof.
c. The license granted above authorizes the State to use the Software Products in machine-readable form on the Computer
System located at the site(s) specified in the Statement of Work. Said Computer System and its associated units
(collectively referred to as CPU) are as designated in the Statement of Work. If the designated CPU is inoperative due
to malfunction, the license herein granted shall be temporarily extended to authorize the State to use the Software
Products, in machine-readable form, on any other State CPU until the designated CPU is returned to operation.
d. By prior written notice, the State may redesignate the CPU in which the Software Products are to be used. The
redesignation will be effective upon the date specified in the notice of redesignation.
2
Encryption/CPU ID Authorization Codes
a. When Encryption/CPU Identification (ID) authorization codes are required to operate the Software Products, the
Contractor will provide all codes to the State with delivery of the Software.
b. In case of an inoperative CPU as defined in paragraph 1c. above, Contractor will provide a temporary encryption/CPU
ID authorization code to the State for use on a temporarily authorized CPU until the designated CPU is returned to
operation.
c. When changes in designated CPUs occur, the State will notify the Contractor via telephone and/or facsimile/e-mail of
such change. Upon receipt of such notice, Contractor will issue via telephone and/or facsimile/e-mail to the State
within 24 hours, a temporary encryption ID authorization code for use on the newly designated CPU until such time as
a permanent code is assigned.
3
Fees and Charges
Upon acceptance of Software by State, in accordance with Paragraphs 5 herein and the Statement of Work, State will pay
the license fee or recurring charge for the Software Products as set forth in Statement of Work. Charges will commence on
the Acceptance Date as established in the Statement of Work. The Contractor shall render invoices for recurring charges or
single charges in the month following the month in which the charges accrue.
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INFORMATION TECHNOLOGY
SOFTWARE SPECIAL PROVISIONS
4
Maintenance
The following terms and conditions are superseded and replaced by any alternate or inconsistent terms and conditions in
the Statement of Work.
a. The correction of any residual errors in any Software Product that may be discovered by Contractor or by the State will
be considered maintenance. Such maintenance will be performed by Contractor without additional charge for the
duration of this contract. Suspected errors discovered by the State in the Software Products will be handled by the
following procedures:
1)
A listing of the output and a copy of the identical input data in machine-readable form will be submitted to
Contractor along with a completed copy of the appropriate Contractor information form and, if appropriate, a listing
of the contents of the memory of the CPU at the time the error condition was noted.
2)
Errors in the Software Product as verified by Contractor will be corrected by providing a new copy of said Software
Product (or of the affected portions) in machine-readable form.
3)
The Contractor shall attempt to correct Software Product errors within a reasonable time.
b. Contractor will be available to assist the State in isolating and correcting error conditions caused by the State's
particular Hardware or Operating System at rates in accordance with the Statement of Work.
c. If Contractor is called upon by State to correct an error caused by State's negligence, modification by State, State
supplied data, Machine or operator failure, or due to any other cause not inherent in the original Software Products,
Contractor reserves the right to charge State for such service on a time and material basis, or rates in accordance with
the Statement of Work.
5
Acceptance of Software
a. Commercial Software. Acceptance of Commercial Software will be governed by the terms and conditions of the
license agreement governing such Software.
b. Custom Software. Unless otherwise provided in the Statement of Work, acceptance procedures for Custom Software
will be as set forth in this subsection (b). The State shall be deemed to have accepted each Custom Software Product
(i) upon its issuance of written notice of such acceptance or (ii) sixty (60) days after the Installation Date, unless at or
before that time the State gives Contractor written notice of rejection (collectively, “Acceptance”). No payment for
Custom Software will be due before Acceptance thereof, except to the extent required by progress payment terms in the
Statement of Work. Any notice of rejection will e
xplain how the Custom Software Product fails to substantially
conform to the functional and performance specifications of this Contract. Contractor will, upon receipt of such notice,
investigate the reported deficiency and exercise reasonable best efforts to remedy it promptly. The State, in its sole
discretion, will have the option to re-perform the acceptance test. If the Contractor is unable to remedy the deficiency
within (60) days of notice of rejection, the State shall have the option of accepting substitute Software, terminating for
default the portion of the Contract that relates to such Custom Software, or terminating this Contract in its entirety for
default.
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STATE MODEL
INFORMATION TECHNOLOGY
SOFTWARE SPECIAL PROVISIONS
6
Right To Copy or Modify
a. Any Software Product provided by Contractor in machine-readable form may be copied, in whole or in part, in printed
or machine-readable form for use by the State with the designated CPU, to perform one-time benchmark tests, for
archival or emergency restart purposes, to replace a worn copy, to understand the contents of such machine-readable
material, or to modify the Software Product as provided below; provided, however, that no more than the number of
printed copies and machine-readable copies as specified in the Statement of Work will be in existence under this
Contract at any one time without prior written consent from Contractor. Such consent shall not be unreasonably
withheld by the Contractor. The original, and any copies of the Software Product, in whole or in part, which are made
hereunder shall be the property of the Contractor.
b. The State agrees to keep any such copies and the original at a mutually designated State location, except that the State
may transport or transmit a copy of the original of any Software Product to another State location for backup use when
required by CPU malfunction, provided the copy or the original is destroyed or returned to the designated location
when the malfunction is corrected.
c. The State may modify any non-personal computer Software Product, in machine-readable form, for its own use and
merge it into other program material; provided that nothing in this sub-section c) will be construed to contradict the
terms of any separate applicable third party license agreement. Any portion of the Software Product included in any
merged program material shall be used only on the designated CPUs and shall be subject to the terms and conditions of
this Contract.
7
Future Releases
Unless otherwise specifically provided in this Contract, or the Statement of Work, if improved versions of any Software Product
are developed by Contractor, and are made available to other licensees, they will be made available to the State at the State’s
option at a price no greater than the Contract price plus a price increase proportionate to the increase from the list price of the
original version to that of the new version, if any. If the Software Product has no list price, such price increase will be
proportionate to the increase in average price from the original to the new version, if any, as estimated by the Contractor in good
faith.
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STATE MODEL
INFORMATION TECHNOLOGY
PERSONAL SERVICES SPECIAL PROVISIONS
TO BE USED WITH THE GENERAL PROVISIONS --IT. DEVELOP AND
INCLUDE A STATEMENT OF WORK.
1. Contract Type
a. Unless otherwise specified, the Statement of Work shall define and authorize work on a Fixed Price basis, with a
guarantee of task completion.
b. To the extent that additional work not foreseen at the time this Contract is executed must be accomplished, Work
Authorizations, as described in the Statement of Work, will be the means for defining and authorizing such work on a
Labor Hour basis.
2. Personnel
a. Contractor personnel shall perform their duties on the premises of the State, during the State's regular work days and
normal work hours, except as may be specifically agreed to otherwise by the State.
b. The State reserves the right to disapprove the continuing assignment of Contractor personnel provided to the State
under this Contract. If the State exercises this right, and the Contractor cannot immediately replace the disapproved
personnel, the parties agree to proceed with any equitable adjustment in schedule or other terms that may be affected
thereby.
c. The Contractor will make every effort consistent with sound business practices to honor the specific requests of the
State with regard to assignment of its employees; however the Contractor reserves the sole right to determine the
assignment of its employees. If a Contractor employee is unable to perform due to illness, resignation, or other
factors beyond the Contractor's control, the Contractor will make every reasonable effort to provide suitable substitute
personnel.
d. In recognition of the fact that Contractor personnel providing services under this Contract may perform similar
services from time to time for others, this Contract shall not prevent Contractor from performing such similar services
or restrict Contractor from using the personnel provided to the State under this Contract, providing that such use does
not conflict with the performance of services under this Contract.
3. Responsibilities of the State
a. The State shall provide normal office working facilities and equipment reasonably necessary for Contractor
performance under this Contract. Any special requirements (e.g., reprographic services, computer time, key data
entry, etc.) shall be identified in the Statement of Work.
b. The State is responsible for providing required information, data, documentation, and test data to facilitate the
Contractor’s performance of the work, and will provide such additional assistance and services as is specifically set
forth in the Statement of Work.
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INFORMATION TECHNOLOGY
PERSONAL SERVICES SPECIAL PROVISIONS
c. The Contractor will not be responsible for any delay, cost increase, or other consequence to the extent that it is caused
by the State’s failure to fulfill responsibilities set forth herein. In the event of any claim for equitable adjustment to
price, schedule, or both, the parties will negotiate in good faith regarding execution of a Contract amendment. Should
the Contractor determine that a delay exists or is probable due to a failure of the State, the Contractor will promptly
notify the State in writing.
4. Unanticipated Tasks
a. In the event that additional work must be performed which was wholly unanticipated and is not specified in the
Statement of Work, but which in the opinion of both parties is necessary to the successful accomplishment of the
general scope of work outlined, the procedures outlined in this Section will be employed.
b. For each item of unanticipated work not specified in the Statement of Work, a Work Authorization will be prepared in
accordance with the sample attached as Exhibit A.
c. It is understood and agreed by both parties to this Contract that all of the terms and conditions of this Contract shall
remain in force with the inclusion of any such Work Authorization. Such Work Authorization shall in no way
constitute a Contract other than as provided pursuant to this Contract nor in any way amend or supersede any of the
other provisions of this Contract.
d. Each Work Authorization shall consist of a detailed statement of the purpose, objective, or goals to be undertaken by
the Contractor, the job classification or approximate skill level of the personnel to be made available by the
Contractor, an identification of all significant material to be developed by the Contractor and delivered to the State, an
identification of all significant materials to be delivered by the State to the Contractor, an estimated time schedule for
the provisions of these services by the Contractor, completion criteria for the work to be performed, the name or
identification of the Contractor personnel to be assigned, the Contractor's estimated work hours required to
accomplish the purpose, objective or goals, the Contractor's billing rates per work hour, and the Contractor's
estimated total cost of the Work Authorization.
e. All Work Authorizations must be in writing prior to beginning work and signed by the Contractor and the State.
f.
The State has the right to require the Contractor to stop or suspend work on any Work Authorization pursuant to the
“Stop Work” provision of the General Provisions.
g. Personnel resources will not be expended (at a cost to the State) on task accomplishment in excess of estimated work
hours required unless the procedure below is followed:
1) If, in the performance of the work, the Contractor determines that a Work Authorization to be performed under
this Contract cannot be accomplished within the estimated work hours, the Contractor will immediately notify the
State in writing of the Contractor's estimate of the work hours which will be required to complete the Work
Authorization in full. Upon receipt of such notification, the State may:
(a) Authorize the Contractor to expend the estimated additional work hours or service in excess of the original
estimate necessary to accomplish the Work Authorization (such an authorization not unreasonably to be
withheld), or
(b) Terminate the Work Authorization, or
(c) Alter the scope of the Work Authorization in order to define tasks that can be accomplished within the
remaining estimated work hours.
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2) The State will notify the Contractor in writing of its election within seven (7) calendar days after receipt of the
Contractor's notification. If notice of the election is given to proceed, the Contractor may expend the estimated
additional work hours or services. The State agrees to reimburse the Contractor for such additional work hours.
5. Invoicing and Payment for Services
a. During the execution of each Milestone (as set forth in the Statement of Work) which involves the delivery to the
State of identified Deliverables, the Contractor may submit periodically to the State invoices reflecting a pro-rata cost
of the Milestones, determined on the basis of the lesser of either:
1) The number of Deliverables provided to the State divided by the total number of Deliverables required to be
delivered to the State, less a ten percent (10%) withhold, less any amounts previously invoiced; or
2) The number of work-hours expended by the Contractor in the performance of the task divided by the number of
work hours scheduled for the task, less a ten percent (10%) withhold, less any amounts previously invoiced;
provided that the Statement of Work may specify a withhold of more than ten percent (10%).
b. For those Milestones which do not involve delivery to the State of identified Deliverables, but which are of a
continuing nature, the Contractor may submit invoices reflecting a pro-rata cost of the Milestone, less a ten percent
(10%) withhold, less any amount previously invoiced. Actual progress payment amounts for such Milestones must be
based on at least equivalent services rendered, and to the extent practicable, will be keyed to clearly identifiable stages
of progress as reflected in written reports submitted with the invoices.
c. Upon completion of a Milestone in accordance with the acceptance criteria set forth herein, the full charge for such
Milestone, less amounts previously invoiced to the State, may be submitted for payment. Nothing herein will be
construed to waive or contradict any requirement of California Public Contract Code section 12112 or any similar or
successor provision.
d. In the event that work not specified in the Statement of Work is performed with the State’s written consent, invoices
for services as reflected on Work Authorizations will be submitted to the State for payment. In no event shall the
total amount paid for such work exceed ten percent (10%) of the value of personal services anticipated by this
Contract.
e. Invoices prepared in accordance with this provision will not be submitted more frequently than monthly to the State.
f.
In the aggregate, invoices reflecting progress payments will not exceed ninety percent (90%) of the ceiling amount of
the Contract, with the balance to be invoiced upon completion of the Contract, in accordance with the acceptance
criteria set forth herein.
g. In the event of a conflict between the terms of this Section 5 and those of the Section of this Contract entitled
“Acceptance of Software,” the latter will govern.
6. Contractor Evaluation
In accordance with the California Government Code, Contractor performance evaluation will be completed within the
guidelines of the State Contracting Manual Volume 1, Section 3.02.5. The State contracting agency, upon Contract
completion, will complete and forward the Contractor evaluation to the Department of General Services.
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7. Conflict of Interest
During the performance of this contract, should the Contractor become aware of a financial conflict of interest that may
foreseeably allow an individual or organization involved in this Contract to materially benefit from the State’s adoption of
an action(s) recommended as a result of this contract, the Contractor must inform the State in writing within 10 working
days. If, in the State’s judgment, the financial interest will jeopardize the objectivity of the recommendations, the State
shall have the option of terminating the Contract.
Failure to disclose a relevant financial interest on the part of the Contractor will be deemed grounds for termination of the
Contract with all associated costs to be borne by the Contractor and, in addition, the Contractor may be excluded from
participating in the State’s bid processes for a period of up to 360 calendar days in accordance with Public Contract Code
section 12102(j).
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EXHIBIT A
WORK AUTHORIZATION
SAMPLE
TITLE: 70/752 Output Formatter
Task Summary:
Develop program to format and print simulated 70/752 displays using a sequential data set as input.
Schedule Dates:
Start Date:
Completion Date:
April 2, 2007
April 30, 2007
Estimated Labor-Hours
Labor-Hour Rate
100
Estimated Total Cost
$90.00
Contractor Personnel
to Be Assigned
$9,000.00
Job Classification/Skill Level
Jane Doe
Staff Programmer Analyst
Completion Criteria:
Acceptance of program by the State.
This task will be performed in accordance with this Work Authorization and the provisions of Contract No. ______________.
Approval
_________________________________
Contract Project Manager
DGS Procurement Division
___________________________________
State Project Manager
PERSONAL SERVICES SPECIAL PROVISIONS
Page 5
02/08/07
SECTION 5
ADMINISTRATIVE REQUIREMENTS
Per Addendum 7 the word “document” has been removed from the Reference line in all Bidder
response blocks.
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.
Response: GTL understands and complies.
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.
Response: GTL understands and complies.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated above?
Yes X No___
Reference: Proposal Cover Letter
Location: Volume I, General (Cover Letter and Executive Summary)
Description:
GTL’s Proposal Cover Letter contains all of the required information and is signed by Jeffrey B.
Haidinger President of Services, who is fully authorized to bind GTL in contractual agreements.
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 X No___
Reference: Executive Summary
Location: Volume I, General (Cover Letter and Executive Summary)
Description:
GTL’s Executive Summary provides a summary of our solution and its benefits to the State and
CDCR and contains all of the required information.
5.2.4
FINANCIAL RESPONSIBILITY INFORMATION (M)
Requirement deleted per Addendum 3
5.3
INSURANCE REQUIREMENTS (M)
5.3.1
WORKERS’ COMPENSATION (M)
Requirement revised per Addendum 7
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No___
Reference: Exhibit 5-A Workers’ Compensation Certification
Location: Volume I, Section 2 Administrative Response page 2.16
Description:
GTL will maintain the required workers’ compensation and employer’s liability coverage and
provide evidence of such upon request. We submit our Exhibit 5-A, Workers’ Compensation
Certification at the bid location noted above.
5.3.2
COMMERCIAL GENERAL LIABILITY (M)
Requirement revised per Addendum 7
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 X No___
Reference: Sample Certificate of Liability Insurance
Location: Volume I, Section 2 Administrative Response page 2.24
Description:
GTL will provide the commercial general liability coverage required. We have included a sample
insurance certificate at the end of IFB Section 5.16 Exhibits as referenced above.
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 X No___
Reference: Exhibit 5-B Payee Data Record
Location: Volume I, Section 2 Administrative Response page 2.17
Description:
GTL’s Exhibit 5-B Payee Data Record form is included in this section of our proposal, as
referenced above, in IFB Section 5.16 Exhibits.
5.5
DARFUR CONTRACTING ACT
Not Applicable
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 5-C,
Bidder Declarations, GSPD-05-105 (REV 08/09), and Disabled Veteran Business
Enterprise Declaration, State of California form STD. 843.
Response: GTL understands and complies.
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.
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 X No___
Reference: Exhibit 5-D Contractor’s License Information
Location: Volume I, Section 2 Administrative Response page 2.19
Description:
GTL respectfully submits that this requirement does not apply to any work completed by GTL
pursuant to the requirements of IFB 11-126805 and has accordingly noted this in Exhibit 5-D.
GTL’s work relating to the requirements of the IFB is exempt from the requirement of the
Contractors’ State License Law. Business & Professions Code §7042.5 provides, in pertinent
part, that the Contractors’ State License Law “does not apply to public utilities operating under the
regulation of the Public Utilities Commission on construction, maintenance, and development work
incidental to their own business..." GTL is a public utility regulated by the California Public Utilities
Commission (CPUC), and possesses a CPUC-issued “certificate of public convenience and
necessity.” Furthermore, any installation and maintenance work that GTL performs in conjunction
with the IWTS and MAS will be incidental to its business of providing telecommunications services.
Accordingly, Business & Professions Code §7042.5 exempts GTL here as it has in conjunction with
many other facilities across the state of California, from the licensing requirements described in this
IFB Section 5.7
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.
5)
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 1810-1815 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 X No____
Reference: Exhibit 5-E List of Proposed Subcontractors (Public Works)
Location: Volume I, Section 2 Administrative Response page 2.20
Reference: Exhibit 5-A Worker’s Compensation Certification
Location: Volume I, Section 2 Administrative Response page 2.16
Description:
GTL hereby certifies that we are aware of the provisions of Section 3700 of the California Labor
Code which requires every employer to be insured against liability for workers’ compensation and
will comply with such provisions before commencing with the performance of work of this Contract.
We submit our Exhibit 5-E List of Proposed Subcontractors (Public Works) and Exhibit 5-A,
Workers’ Compensation Certification at the locations referenced above.
5.9
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/MASTEr-BidDeclar08-09.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 X No____
Reference: Exhibit 5-C Bidder Declaration
Location: Volume I, Section 2 Administrative Response page 2.18
Description:
GTL is not claiming the Small Business Preference. GTL is not classified as a Small Business or as
a non-small business claiming at least twenty-five percent California certified small business
Subcontractor participation. Our completed Exhibit 5-C Bidder Declaration is submitted with our
proposal at the location noted above.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: Exhibit 5-G, Commercially Useful Function
Location: Volume I, Section 2 Administrative Response page 2.21
Description:
Neither GTL nor its subcontractors are classified as a DVBE or claiming the Small Business
Preference. Based on our review of the requirement and Exhibit 5-G Commercially Useful
Function, we determined this requirement is not applicable to GTL and therefore the completion of
this form is not necessary.
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 X No____
Reference: Exhibit 5-H, Certificate of Use Tax Collection for Seller’s Permit
Location: Volume I, Section 2 Administrative Response page 2.22
Reference: GTL Seller’s Permit
Location: Volume I, Section 2 Administrative Response page 2.23
Description:
As indicated above, GTL’s completed Exhibit 5-H Certificate of Use Tax Collection for Seller’s
Permit and GTL’s Seller’s Permit are included in this section at the locations indicated above.
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
Response: GTL is not a California-based business.
5.13
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.
Response: GTL is not a California-based business and is not claiming an EZA preference.
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
Response: GTL is not claiming a LAMBRA preference.
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 X No____
Reference:
Location
page
paragraph
Description:
As the primary bidder, if awarded GTL will be responsible for the successful performance of all
subcontractors and support services offered in this Bid. GTL will be the sole point of contact
regarding contractual matters for the term of the resulting contract. We will not assign financial
documents to a third-party without prior written approval of the State, and an amendment to the
resulting contract.
5.15.2 SUBCONTRACTOR (M)
Requirement Revised per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
GTL understands, agrees, and will comply with the States rules and requirements regarding
Subcontractors as set forth in the above IFB Section 5.15.2.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL understands and agrees that Contracts 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 the approval by DGS under Public Contract Code 12100.
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 X No____
Reference:
Location
page
paragraph
Description:
As required, all equipment offered or installed by GTL will be new and the latest models in current
production. We understand that the State will not accept used, shopworn, refurbished,
demonstrator, prototype or discontinued models.
5.15.5 BID REJECTION
Bidder’s response block added per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
GTL has submitted a complete response to the State’s IWTS/MAS IFB 11-126805. We understand
that our final bid may be rejected if it is conditional or incomplete or if there are deviations from
terms and conditions previously approved for this IFB.
5.15.6 COMPLETED CONTRACT (M)
Requirement revised per Addendum 7
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 X No____
Reference: Standard Agreement (STD 213)
Location: Volume II Completed Contract page II.3
Description:
As required GTL has included in Volume II of our proposal, the State’s Standard Agreement (STD
213) with all referenced documents and the additional required documents provided as part of IFB
Appendix B, appropriately filled out and signed as instructed by the IFB. We have submitted the
required number of copies in the required formats.
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
SECTION 6
TECHNICAL REQUIREMENTS
Per Addendum 7 the word “document” has been removed from the Reference line in all Bidder
response blocks.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.105
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.106
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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
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.
Response: GTL understands and complies.
Global Tel*Link Corporation (GTL) is pleased to respond to this Invitation For Bid.
GTL’s Bid Volume 1, Section 3 Technical Response exactly mirrors the structure and numbering
scheme of the State’s IFB Section 6 Technical Requirements. We provide all requested
information and, as appropriate, we provide comprehensive descriptions of our plans and
solutions for each sectional topic listed above.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.107
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.1 INTRODUCTION FOR INMATE/WARD TELEPHONE
SYSTEM SERVICES
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.108
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.1
INTRODUCTION FOR INMATE/WARD TELEPHONE SYSTEM SERVICES
Bidder’s response block added per Addendum 3
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 volume 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.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.109
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
Response: GTL understands and complies.
As prime contractor GTL proposes a phased integration of our centralized IWTS Solution
without impacting the normal daily operations of the existing IWTS. We will engineer, furnish,
install, test, and maintain all equipment, software, and cabling to interconnect devices
necessary for full functionality of the new IWTS Solution. We will provide all new system
hardware, new telephones, IWTS system hardware and associated software, as well as the
installation, administration, service, support, and maintenance required. We have carefully read
the entire Invitation for Bid and, in this Volume 1, Section 3, we describe how our IWTS
Solution’s comprehensive suite of features for call control and management, digital recording,
live and remote monitoring, and reporting capabilities meet or exceed the technical and
functional requirements of the IFB.
GTL’s IWTS Solution includes, among other components and functionalities:
x Telephones and associated hardware used by inmates and wards;
x Network services to support the IWTS calling requirements;
x Call setup, announcements, and control functions;
x Call costing mechanisms;
x Called party billing services;
x Called party support services;
x Live Monitoring Terminals and Investigative Workstations used by CDCR authorized
users;
x Call monitoring and recording capability;
x Network services to support the live monitoring, investigative and administrative
requirements;
x Database management of the call records and recorded conversations;
x Support and training for CDCR authorized users of the IWTS;
x Our installation of a fully functional IWTS will be completed in no more than 12 months
following Contract award.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.110
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.1.1
IWTS REQUIREMENTS OVERVIEW
6.1.1.1
IWTS Designation of Requirements Overview
Bidder’s response block added per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
At no cost to the State, GTL will provide solutions that meet or exceed all mandatory
requirements.
6.1.1.2
IWTS Bidder’s Documentation Requirements
Requirement revised and bidder’s response block added per Addendum 3
Bidder’s response to specific IFB requirement 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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.111
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL responds to each specific IFB Section 6 requirement and when applicable includes
drawings and diagrams that further explain and illustrate the details of our solution. As permitted
by Exhibit 8-B Technical Response Format Requirement, when applicable, additional literature
is also included in Volume IV Literature and clearly referenced in our response to the given
requirement.
6.1.1.3
Pacific Time
Bidder’s response block added per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
Time displays in GTL’s IWTS will reflect Pacific Time.
6.1.1.4
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.
The 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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.112
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
All GTL and GTL-subcontractors (GTL personnel) will be aware of and will comply with the
stringent standards and regulations at each correctional facility to ensure the safety and security
of all persons and property, including but not limited to the following:
x
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.113
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.2 GENERAL SYSTEM REQUIREMENTS
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.114
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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
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
Acronym
TCAF
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)
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
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.115
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL will pay the State an annual administration fee of $800,000 in monthly increments of
$66,666.66 paid by the last day of each month. We understand that this fee will cover the Office
of the State Chief Information Officer (OCIO) contract management responsibilities and
services. GTL will make these monthly payments to the account designated by the OCIO.
GTL understands that a financial penalty of one and one half percent (1.5%) per month of the
administration fee will apply if fee payments and/or reports are late by more than thirty (30)
days, except with prior approval of the OCIO representative, and that successive late payment
or late submission of reports will be subject to service level agreement remedies.
GTL also understands and will abide by the process in this Section 6.2.1 during the transition-in
period and the transition-out period.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.116
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Each GTL reference has received, completed, and will submit to the State an Exhibit 6-B IWTS
Customer Reference Form on behalf of GTL.
GTL provides inmate calling services and offender management solutions for customers
nationwide, serving over 1,900 facilities and 1.1 million inmates in 47 states. GTL system
installations vary in scope and size as well as contract length. GTL provides services for 33
state DOC contracts including 14 or the largest 20; and over 800 counties including 33 of the 50
largest. GTL also provides service to the Federal Bureau of Prisions. Global Tel*Link has an
ever growing client base because of the exceptional service, superior products, and revenue we
provide our customers. The graphics below clearly demonstrate the breadth of our customer
relationships both in number of states in which we provide service as well as number of inmates
served.
GTL’s Nationwide Customer Presence
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.117
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.2.3 IWTS COMPLIANCE
Requirement revised per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
Upon implementation and throughout the term of the contact, GTL’s IWTS services will comply
with all applicable regulatory requirements imposed by local, state, and federal regulatory
agencies.
6.2.3.1
IWTS Local, State, and Federal Statutory and Regulatory Compliance
Requirement revised per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will comply with all regulatory requirements imposed by local, state, and federal regulatory
agencies for all systems and services provided throughout the term of this Contract. GTL will
work with the State and implement changes within twelve (12) months of the regulation effective
date at no cost to the State and no increase in rates to the called parties.
GTL will make any and all system modifications necessary to allow inmate/wards to place calls
as industry dialing requirements change. GTL subscribes to a monitoring service which provides
daily updates to area code changes and additions as well as new exchanges. This service
allows GTL to upload these changes and additions into the IWTS rating and routing files in a
timely manner so that inmate/wards may place calls to new or changed area codes and
exchanges.
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.2.3.2 IWTS Legislative Compliance
Requirement revised per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will comply with all legislative requirements imposed by the State for all systems and
services provided throughout the term of this Contract. We will work with the State and
implement changes within twelve (12) months of the legislation effective date.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference (document): IWTS Hardware Specifications
Location: Volume IV Literature Page: IV-6
Paragraph:
Reference (document): IWTS Telephone Equipment Specifications
Location: Volume IV Literature Page: IV-17
Paragraph:
Description:
GTL provides detailed engineering specifications for all major hardware components of the
IWTS in Volume IV Literature at the locations noted above. Below we describe the on-site
equipment and offsite data storage servers. Any future changes to the hardware or a
component’s configuration will be documented and provided to the State for approval prior to
implementation.
GTL IWTS Call Processor
Global Tel*Link (GTL) is the exclusive provider of our GTL IWTS call processor, which is
designed, manufactured, maintained, and upgraded by GTL. Each call processor is built and
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
customized to meet the exact needs of each our clients and offers an unmatched range of
benefits to its users. The GTL IWTS combines the reliability of commercial hardware with the
flexibility of a customized solution to integrate core inmate calling applications with cutting edge
value adding features.
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Global Tel*Link FINAL BID February 28, 2012
Uninterruptable Power Supply (UPS)
An uninterruptible power supply (UPS) unit protects the IWTS equipment against power surges
and spikes and provides temporary power for the entire system in the event of a power failure at
the facility. UPS units will be sized appropriately for the equipment at each facility and will be
capable of providing auxiliary power to the IWTS for the required amount of time, for example
thirty minutes, which is usually enough time for facility’s emergency generator to take over. In
the absence of an emergency generator, upon expiration of the UPS, the system performs a
safe shutdown to protect data. Once power is restored the system will reboot without human
intervention and resume normal operations.
Anytime the system is completely without power (commercial, generator, or UPS), all trunk lines
used by the telephone system and all inmate/ward telephones are completely inoperable,
insuring that inmates or wards cannot make un-supervised calls during a power outage.
Ancillary Hardware
The following list includes some of the ancillary hardware that may be installed during the
implementation of the IWTS. All cabling will be pre-approved by the CDCR and will comply with
industry standards and/or regulatory agency guidelines. Cabling will traverse pre-existing
conduit runs where available or as determined through the site survey. All cabling will be labeled
appropriately and hidden and secured per industry standards. Any internal line quality issues
identified by GTL will be reported to CDCR at the end of each site survey for scheduling of
appropriate repair or upgrades. All repairs will be done at no cost to CDCR.
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
After installation all extension cabling, old equipment, and unused components will be removed
and the workspace will be returned to its pre-existing condition.
NOTE: Due to the rapid evolution of system and phone hardware, GTL reserves the right that
equivalent or upgraded models may be substituted during system installation.
Inmate/Ward Telephones
The telephone and system equipment installed by GTL fully complies with CDCR’s technical
and functional requirements and meets all applicable industry standards and regulations.
GTL’s standard inmate/ward telephone has a sturdy compact design. Constructed with heavyduty, seamless stainless steel, this streamlined phone is a totally secure unit, ideally suited for
prisons and jails. The housing is tamper and water resistant to the highest degree, and can only
be opened with a special security tool. Telephones are flush mounted to the wall. Each is
equipped with a stainless steel, braided security lanyard inside the armored cord designed to
handle up to 1,000 pounds of pull resistance - extremely resistant to stretching and breaking.
Inmate/ward telephones can be mounted on wheeled-carts for portability.
GTL’s inmate/ward telephones are compliant with Americans with Disabilities Act (ADA),
providing hearing aid compatibility and volume control. When necessary, inmate/ward telephone
handsets may be cradled in TDD units to permit severely hearing-impaired inmates to
communicate with others through the inmate/ward telephone system, not only complying with
the ADA
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL INMATE/WARD TELEPHONE
CT-410 Mini
CT-410-SS-VC-18
Housing: High Security, 14 Gauge, Stainless Steel
Size: 11 ½”H x 5”W x 2 ½”D
Hookswitch: Magnetic or Micro Switch
Volume Control: Technician Set or Optional External Button
External Volume Control Button Meets ADA
Hearing Aid Compatible Meets EIA-RS-504
Sidetone Reduction: Built-in Confidencer Function
Connections: Modular
Keypad: Heavy Chrome Metal
Handset: Armored Cord with Steel Lanyard and Heavy 14 Gauge
Steel Retainer
Instruction Card: 1 3/4”H x 4”W
Conformal Coating: Protects components for Outdoor Use
Meets FCC Part 68 and Bellcore TR-TSY-000450
Meets Waterspray test Bellcore TR-TSY-000456 7.2
Line Powered: No A/C power required
Mounting: Mounts directly to wall, or to a Model
TM-4000-BB / TM-4500-BB Backboard or to an existing
178A Backboard with adapter Model TM-178A-ADP-400.
FCC Registration: US: 1U8TENANCT
TDD/TTY UNITS
GTL will provide the required number of TDD/TTY devices at locations specified by CDCR.
Among others, Ultratec TDD/TTY units are compatible with the IWTS. GTL will be pleased to
provide any compatible model preferred by CDCR. We recommend and propose the Ultratec
Superprint 4425 which is portable and has the required features:
x
x
x
x
x
x
Acoustic coupler accepts both circular and square telephone handsets;
Turbo Code and Auto IDTM;
Tone or pulse dial;
Direct connect (with 2 jacks) to standard analog telephone line;
Sticky key feature (for single-handed typing); and,
Built-in, 24-character printer with 3 selectable print sizes.
Plus:
x Date/time printed at the beginning of each call;
x 32k memory;
x Arrow keys for easy review of memory;
The Ultatec Superprint 4425 can be carried to any location where an inmate station port and AC
power are present.
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Volume I, Section 3 Technical Response
Page 3.123
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Full Size Keyboard & External Mouse:
x
x
x
Adesso AKB430UG Win-Touch Pro USB Keyboard
Full Size 107 Keys
Dell MS111 USB Optical Mouse
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
17 Inch Flat Panel Color Monitor Non-Glare:
x
x
x
x
x
x
x
x
x
Dell Ultra Sharp E170S Flat Panel Color Monitor
Non-Glare LCD Display
Diagonal Size 17”
Max Resolution 1280 x 1024
24-bit Color Support (16.7 million colors)
5ms Response Time
Display Adjustment Positions for Height and Tilt
Inputs for DVI-D and VGA
Energy Star Compliant
External Boom Type Microphone:
x
x
x
x
x
x
x
Logitech USB Desktop Microphone
Digital USB Plug and Play Connection
Noise-Cancelling Microphone
Power Switch w/ Lighted Indicator
Mute Switch for More Control
Adjustable, Pivoting Boom
Eight Foot Shielded Cord
Wired Headset with Volume Control:
x
x
x
x
x
x
x
x
Koss QZ99 Stereophonic Headphones
Passive Noise Reduction
Volume Control on Ear Cup
Stereo/Mono Switching Capability
Durable Design for Indoor/Outdoor Use
3.5mm Connector
8 Foot Shielded Cable
Stereo Sound
External Speakers with Volume Control:
x
x
x
x
x
Altec Lansing VS2620 Stereo PC Desktop
Speakers
Separate Power, Volume and Tone Controls
Dual 3” Speaker Drivers in Each Speaker
Secondary Input Jack for Portable CD, DVD
or MP3 Player
8”H x 5”W x 4”D
Color Printer:
x
x
x
HP Deskjet 3000 Inkjet
Up to 20 PPM Black / 16 PPM Color
Up to 600 dpi Resolution Black
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
x
x
x
Up to 1200 dpi Resolution Color
60 Sheet Capacity
Footprint: 16.6” x 15” (rear tray up; output tray
down)
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
ON-SITE DATA STORAGE UNIT
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Global Tel*Link FINAL BID February 28, 2012
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.2.4.1
IWTS HARDWARE ENGINEERING DOCUMENTATION
Requirement added per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
Should GTL require additional site specific information during the bidding process or after
contract award, we will submit a written request to the procurement official using Exhibit 1-H,
Request for Information. We will also submit a written request to the CDCR Operations Manager
using SOW Exhibit G, Request for Information.
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.
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
All of the hardware components proposed with GTL’s ITWS have been in use for more than six
months at other corrections institutions that are substantially similar to CDCR. GTL proposes to
provide all new hardware at CDCR sites which will be the latest models in current production
and will meet functional requirements.
6.2.5.2 IWTS Software
Requirement revised per Addendum 3
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 X No____
Reference:
page
Location
paragraph
Description:
Our proposed centralized GTL IWTS platform software is currently installed and operating at
hundreds of client facilities and has been in productive use by many for more than six (6)
months. The software we use to generate custom reports for CDCR and other large DOCs has
been in-use for longer than six months. As needed, we will be able to develop new custom
reports for CDCR using this software. Additionally, the GTL IWTS provides unique report
customizing tools that make it easy for authorized CDCR personnel to generate ad hoc and
custom reports.
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.
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL is the designer and manufacturer of the GTL IWTS software we propose. We own and will
maintain this software for the life of our Contract with CDCR. GTL also possess and will
maintain licenses for any and all third-party software applications (e.g. Windows operating
system, et cetera) that are used in our IWTS Solution.
6.2.6
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 X No____
Reference:
Location
page
paragraph
Description:
GTL understands that hard copies as well as electronic (soft) copies of all documentation are
required. All written documentation will be provided in Microsoft Office Word 2003 or newer and
Adobe Acrobat 7.0 Professional or newer. Electronic drawings will be provided in Adobe
Acrobat (.pdf) format or AutoCAD Reader 2010 version 18 release 24 or newer as specified by
the CDCR Operations Manager. GTL will validate with the CDCR Operations Manager prior to
the delivery as to the acceptable software versions. All documentation will be available in an
indexed and searchable format from GTL’s hosted web-based application.
6.2.6.2
IWTS Types of Pre-Installation Documentation
Unless otherwise stated, the following drawings and/or diagrams shall be
delivered to the CDCR at least 30 calendar days prior to installation at each
CDCR facility.
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 the 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 X No____
Reference:
Location
page
paragraph
Description:
At least 30 calendar days prior to beginning work at any facility GTL will submit hard and
electronic copies of the required pre-installation documentation to the CDCR Operations
Manager.
GTL will 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. Drawings or diagrams that include symbols will include a legend that
clearly defines the symbols used. Any planned alterations to existing structures will be indicated
in GTL’s design document by “clouding” the design document to show both the original structure
and the alterations planned.
GTL does not anticipate a significant number of changes to CDCR facility structures as we
convert each site to the latest centralized GTL IWTS components. Tthis will be confirmed via
site surveys following contract award.
6.2.6.3
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 X No____
Reference:
Location
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
Description:
Should GTL’s installation deviate from the submitted model system drawings and diagrams, we
will notify the CDCR Operations Manager 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 will reflect all changes made during the installation. GTL will identify the
changes by “clouding” the original design to show both the original design and the alterations
made.
6.2.6.4
IWTS Documentation Availability
The Prime Contractor shall develop and maintain current hardcopy 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 X No____
Reference:
page
Location
paragraph
Description:
GTL will develop and maintain hard-copy and on-line IWTS system manuals and all other
required or requested documentation, which will be made available to the CDCR Operations
Manager upon request.
An appropriate number of hard-copy IWTS User Manuals will be delivered to CDCR sites prior
to the training sessions scheduled to follow system installation at each site. For the life of the
contract, the User Manual will be available to authorized users on-line through the IWTS user
interface program.
The IWTS User Manual and other required documentation will also be available for viewing and
download from a private web portal created and maintained by GTL specifically for the CDCR.
Only staff approved by CDCR will have access to the private web portal.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.133
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Unless otherwise directed, GTL will provide three (3) copies of all written documentation to the
CDCR Operations Manager. Three (3) copies of electronic drawings will be provided in
AutoCAD Reader 2010 Version 18 release 24 or newer (.dwg), and Adobe Acrobat (.pdf) will be
delivered on CDs to the Operations Manager.
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 X No____
Reference:
page
Location
paragraph
Description:
Upon, delivery all documentation that GTL delivers to the state becomes the property of the
State. GTL hereby provides a copyright release that will permit the authorized state staff
assigned to the IWTS to reproduce GTL copyrighted documentation. 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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.134
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.2.8
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS automatically adjusts its internal clock (which is regularly synchronized with the
Fort Morgan Atomic clock) to reflect the appropriate time zone for each of our client facilities,
including adjustments for daylight savings time. The transition into and out of California daylight
savings time will occur automatically, without any interruption of service, at the exact time of
change.
6.2.9 IWTS CABLE AND WIRING
Bidder’s response block added per Addendum 3
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.135
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
As allowed by the State, where available, GTL will use existing cabling for the IWTS. We
understand that the State retains sole responsibility for performing any changes to the installed
physical plant infrastructure such as wiring and conduits. Should an issue with the existing
cabling upon which the IWTS depends develop or become apparent during the course of the
Contact, GTL will immediately report this to the CDCR Operations Manager.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
Our proposed GTL IWTS Solution will be capable of providing all data and voice services over
the existing State-provided CAT3 wiring.
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will provide all signal amplification equipment necessary to send and receive signals
across the IWTS facilities provided wiring.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.136
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
paragraph
Description:
GTL will furnish and install any additional cabling that requires a rating higher than that provided
by the existing cabling. This will include any distribution, riser or station cabling.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
All wiring and cabling necessary to interconnect GTL’s equipment to the jacks, distribution
blocks, and MPOE in the telecommunications rooms and designated termination points at each
CDCR facility will be provided, installed and maintained by GTL. All wiring will be installed
neatly and labeled appropriately relative to ownership, purpose or other identification that will
readily identify the cable and its use. All other distribution and campus wiring will be provided by
CDCR.
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
paragraph
Description:
Any cabling and wiring installed by GTL will meet all current and applicable standards and best
practices, including those of BICSI International Cabling Standard and any special CDCR
requirements for cabling and wiring in areas of facilities where security is a concern. GTL
ensures that cables and wires are firmly held in place and to the degree possible concealed
from view. All fasteners and supports will be sized appropriately for both load and seismic zone
requirements taking into consideration the type mounting available for the application. When
appropriate, GTL will use flexible couplings in long conduit runs to reduce the risk of the conduit
breaking during seismic activity.
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).
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Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.2.10.1 IWTS Conditioning Equipment
Requirement revised per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
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Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS allows inmate/wards to make outgoing calls without the use of calling cards or
debit accounts.
6.2.13 IWTS CALL CONTROL SYSTEM CATEGORIES
Requirement revised per Addendum 3
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
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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 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 Camps 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 call recordings shall be stored on-site
for 60 calendar days.
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.
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Global Tel*Link FINAL BID February 28, 2012
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) This IWTS service at 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 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 X No____
Reference:
Location
page
paragraph
Description:
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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 X No____
Reference:
Location
page
paragraph
Description:
6.2.15 INMATE PERSONAL IDENTIFICATION NUMBERS (PINs)
Requirement added per Addendum 7
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 X No____
Reference:
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Global Tel*Link FINAL BID February 28, 2012
Location
page
paragraph
Description:
GTL’s IWTS service does not require the use of inmate/ward Personal Identification Numbers
(PIN), but PIN functionality is fully integrated into the IWTS platform and ready for use should
the State elect to use this PIN capability at any point during the term of the contract.
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6.3 IWTS SERVICES’ TELEPHONE SYSTEM
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6.3
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS allows inmates and wards to place calls to Intrastate (local, InterLATA, IntraLATA),
Interstate and International locations. The IWTS will provide a standard dialing method and
pattern across the State for all CDCR facilities. GTL’s IWTS is pre-programmed to block known
disallowed numbers. Prefixes (NXX) such as 800, 900, 950, 976, 411, and 911 are
automatically blocked and require no action by facility personnel. Calls to an operator through
0, 00, 10xxx, 950xxx, et cetera are also disallowed. GTL will configure the system to
automatically block any other numbers defined by the CDCR Operations Manager.
Inmate/wards will not have the ability to place calls using calling cards. GTL will comply with all
CDCR policies and regulations found in the CDCR Department of Operations Manual and all
applicable California Code of Regulations Title 15, including Article 3282 Use of Telephones by
Inmates.
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6.3.1 IWTS TELEPHONE SYSTEM NETWORK REQUIREMENTS
Requirement revised and bidder’s response block added per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
If GTL requires additional detailed site specific information for engineering the IWTS Telephone
System Network, we will submit a written request to the CDCR Operations Manager using
SOW, Exhibit G, Request for Information.
6.3.1.1
IWTS Voice Network Design Requirements
Requirement revised per Addendum 3
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.
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:
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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 X No____
Reference: IWTS Network Diagrams
Location: GTL Diagram and Drawings Envelope
Description:
The network structure and components that support GTL’s IWTS are described in detail in the
set of diagrams that we have submitted with our proposal as follows:
Standard E-Size Hard Copies are submitted in a separate, sealed envelope labeled: GTL
Diagrams & Drawings..
Electronic Copies on CD:
x In compliance with IFB Section 6.3.1.1 IWTS Voice Network Diagram Requirements our
drawings and diagrams are submitted in Adobe Acrobat 7.0 Professional (.pdf) and
AutoCAD Reader/Viewer 2012 (.dwg) formats.
x In compliance with IFB Section 6.5.2.1 Investigative System Network Architecture and
IFB Section 8.4 (9) Bid Format Requirements our diagrams are submitted in AutoCAD
Reader/Viewer 2012 (.dwg) and Visio 2007 (.vsd) formats.
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TELEPHONY SYSTEM
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Quality of Service:
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Field Offices:
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x
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0
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CIRCUIT TYPE
TIME DIVISION MULTIPLEXING (TDM) COMPONENTS
INTERNET PROTOCOL (IP) COMPONENTS
GTL uses Voice over Internet Protocols for the IP/Data network. The following protocols are
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6.3.1.2 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, cross talk and frequency range.
The voice network shall meet the performance requirements listed below:
8)
Dial Tone – Activation not to exceed two (2) seconds for any call;
9)
Echo Cancellation - Embedded echo cancellation to published ITU-T
recommendations; and,
10) Grade of Service - P.01.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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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 X 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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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 X No____
Reference:
Location
page
paragraph
Description:
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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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location GTL Diagrams and Drawings Envelope
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.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Additional Workstations
The addition of administrative or investigative workstations to the IWTS can be accomplished
with no downtime. Workstations are peripheral components of the system and have no effect
on the successful operation of inmate/ward telephones. To add new workstations, field
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technicians will run wiring to the new location(s) from the control computer and the workstation
is installed.
6.3.1.8 IWTS Voice Network Survivability
Revised requirement per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
GTL goes to extraordinary lengths to help ensure that the IWTS voice network will continue to
operate and that call data and system information are protected during unexpected events such
as disasters or catastrophes. The system is designed to eliminate any single point of failure that
could adversely affect the entire Network by providing redundancy of critical operational
components and ensuring automatic backup of call and system data.
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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.
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 X No____
Reference:
Location
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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 X No____
Reference:
Location
page
paragraph
Description:
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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.
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 X No____
Reference:
Location
page
paragraph
Description:
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Volume I, Section 3 Technical Response
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS Solution will give the CDCR optional control over the application of fraud detection
features and how the system reacts when fraudulent activity is detected. Properly authorized
staff will be able to:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.182
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.183
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.184
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.185
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
©2012 Global Tel*Link
page
Volume I, Section 3 Technical Response
paragraph
Page 3.186
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS is able to detect and report unusual or suspicious number sequences or dialing
patterns occurring during an inmate/ward’s call that may indicate attempts to commit fraud. The
types of activities detected and the method of reporting calls during which such activity is
detected are listed below.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.187
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Throughout the term of our contract with the State of California, GTL will comply with the FCC’s
Telecommunications Service Priority Program rules and will be in compliance with all California
Public Utilities Commission and FCC Requirements. During disaster or other emergency
situations, GTL will comply with all State and local regulations regarding operational recovery
and business continuity. Below we provide our contingency and disaster recovery plans, which
will be updated and provided to the CDCR Operations Manager annually on the Contract
anniversary date.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.189
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
Page 3.190
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
Page 3.191
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
x
©2012 Global Tel*Link
ail records
Volume I, Section 3 Technical Response
Page 3.192
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
Page 3.193
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Page 3.194
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
Page 3.195
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
x
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Volume I, Section 3 Technical Response
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
Page 3.197
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
x
6.3.2 IWTS TELEPHONE HARDWARE AND ENCLOSURE REQUIREMENTS
Bidder’s response block added per Addendum 3.
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 X No____
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.198
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Reference:
Location
page
paragraph
Description:
At no cost to the State, GTL will provide, install, and maintain for the term of the contract
inmate/ward telephone equipment at each correctional facility and location covered by the
Contract. We will also be responsible for providing as needed and maintaining TDD/TTY and
telephone enclosure equipment; including any modifications to existing enclosures that may be
necessary to mount the proposed telephones.
Our responses in this section clearly describe how GTL’s telephone equipment satisfies each of
the requirements listed below.
6.3.2.1
Inmate/Ward Telephones
Revised Requirement per Addendum 3
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);
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.199
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: Telephone Equipment Specifications
Location Volume IV Literature Page IV-17
Description:
At no cost to the State, GTL will provide and install all inmate/ward telephone equipment
required at each correctional facility and location covered by the Contract. Over the course of
the Contract we will install additional phones as needed without cost to the State.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.200
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
paragraph
Description:
GTL installs “dumb-type” inmate/ward telephones that also have no programming capacity or
capability. The features and functionality of our IWTS can only be programmed through its
controlling software interface and not by the inmate/ward telephones.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Where applicable, inmate/ward phones will be flush-mounted on wall surfaces; ensuring that the
backs of the telephones are inaccessible.
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 X No____
Reference:
Location
page
paragraph
Description:
All telephones will have unique telephone identifiers provided by the CDCR Operations
Manager that will be referenced in all appropriate system database files. Additionally, both the
identifier and the location of the particular telephone used for an inmate/ward’s call will be
included in the call detail record.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.202
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
paragraph
Description:
GTL will provide telephones that have external volume control buttons that allow inmate/wards
to adjust the amplification of the called party’s voice. Handsets have built-in confidencers to
minimize side-tones and reduce background noise.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
The telephones we propose for inmate/ward usage have no coin slots and no slots for inserting
or swiping cards of any type. Our proposed telephones will not use physical items such as smart
cards or magnetic swipe cards.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.203
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.3.2.1.7
Mobile Carts
Requirement revised per Addendum 7.
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 X No____
Reference:
page
Location
paragraph
Description:
At CDCR-selected facilities GTL will mount inmate telephones on the faces of mobile carts
provided by and property of CDCR.
6.3.2.2
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.204
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: Telephone Equipment Specifications
Location Volume IV Literature Page IV-17
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: Telephone Equipment Specifications
Location Volume IV Literature Page IV-17
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.206
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
x
Acoustic coupler accepts both circul
6.3.2.4
IWTS Telephone Enclosures that Include Booths, Wall and/or
Pedestals
Revised Requirement and bidder’s response block added per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.207
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Telephone enclosures (booths, wall-mounted enclosures, and pedestal-mounted enclosures)
proposed by GTL meet CDCR’s requirements. Enclosure parts are non-removable and there is
no space available for contraband storage. In our responses to the requirements below, we
provide detailed descriptions and photos of the enclosure types we propose.
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;
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 X No____
Reference: Telephone Equipment Specifications
Location Volume IV Literature page IV-19
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.208
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL will provide telephone enclosures that meet CDCR security specifications and we will
provide to the CDCR Operations Manager documentation for these prior to deployment of the
enclosures at the required facilities. To exactly meet the requirements specified, we propose:
L31 Telephone Enclosure
x
x
Rugged steady beaded welded aluminum
construction; weather resistant
x
Powder coated finish that is stainless steel
x
No removable parts, glass, sharp edges,
Plexiglas, or similar material
x
x
Enclosure is 29.5” H x 14.6” W x 9.63” D
and weighs 25 lbs.
Pedestals, when required, are bolted to the
ground
Tamper proof fasteners that are 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 will not
be used.)
SPACE
GTL also has alternate telephone enclosures
available, should they be desirable for some
areas.
Telephone Pedestal TM-200-Quad6x6
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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);
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 X No____
Reference: Telephone Equipment Specifications
Location Volume IV Literature page IV-21
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.210
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will provide booth enclosures with a door option that meets CDCR construction and
security specifications and will provide to the CDCR Operations Manager technical diagrams
and other documentation for approval prior to deployment of the booth enclosures at the
required locations.
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 X No____
Reference:
page
Location
paragraph
Description:
The enclosures provided by GTL will be non-rusting and have a non-reflective matte finish.
6.3.2.4.5
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will provide booth enclosures that meet ADA requirements and Accessibility Guidelines as
appropriate for new constructions or alteration.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.212
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3 IWTS TELEPHONE SYSTEM FUNCTIONALITY
Bidder’s response block added per Addendum 3
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 X No____
Reference:
page
Location
6.3.3.1
paragraph
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
ten-digit 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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.213
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.2
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 X No____
Reference:
Location
page
paragraph
Description:
6.3.3.3 IWTS Call Processing Information
Requirement revised per Addendum 3
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 X 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.
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Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Our IWTS’s automated operator asks for and recognizes DTMF keypad input from inmate/wards
and called parties for all call processing questions or prompts.
6.3.3.5
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 X No____
Reference:
Location
page
paragraph
Description:
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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 X No____
Reference:
Location
page
paragraph
Description:
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e
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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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
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:
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6)
Line is out of service;
7)
Line is busy;
8)
No answer;
9)
Number is blocked (includes blockage by LEC, called party,
CDCR facility or other reason for being blocked);
10) Dialed number is not a valid number; or,
11) 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 X No____
Reference:
Location
page
paragraph
Description:
When an inmate/ward’s call cannot be completed, the IWTS detects and records the reason in
the call detail record. The inmate/ward is informed via an appropriate prerecorded message of
the reason by the automated operator. If a call cannot be completed due to a CDCR restriction,
such as a global number-block implemented by the CDCR Operations Manager, by a CDCRapproved system user, or by GTL at the request of the CDCR Operations Manager, the
inmate/ward is told that calls to the dialed number are not permitted.
Otherwise, the inmate/ward will hear a message similar to:
x
x
x
x
x
x
x
x
x
The line is out of service.
The line is busy. Please try your call later.
The called party did not answer. Please try your call later.
This number is currently blocked for collect calls.
The number entered is invalid.
The called party did not accept your call.
The called party has placed a block on this number.
The called party’s prepaid account does not have sufficient funds for a three minute call.
The called party’s bill must be paid before you can call this number. Please have the
customer call GTL toll-free at 1-877-650-4249. Thank you.
The wording of messages to the inmate/ward can be customized to exactly meet the CDCR’s
requirements and preferences.
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.6.4
Designated CDCR Hot Lines – Calls Recorded
Revised requirement per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.6.5
Designated CDCR Hot Lines – Calls Not Recorded
Revised requirement per Addendum 3
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.
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will configure the IWTS at CDCR facilities with the capability to connect the inmate/ward to
a CDCR hot line either at the facility or a CDCR regional field office through the dialing of a
specified 10-digit number. If calls to this number have to be processed over GTL’s network they
will be charged the applicable IWTS rate, otherwise there will be no charge.
Calls to this number will not be subject to either recording or monitoring
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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 X No____
Reference:
page
Location
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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x
(If applicable) There are no personal restrictions assigned to the PIN that prohibit the
call.
Any other controls assigned by CDCR staff, such as maximum call duration, either facility-wide
or to the inmate/ward phone will automatically apply to the call.
6.3.3.6.8
Outbound Call Process for Domestic Calls
Revised requirement per Addendum 3
The IWTS shall be configured such that an inmate/ward will be led
through a series of commands to initiate a call.
12) 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.
13) 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.
14) 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.
15) 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.
16) After the inmate/ward has entered the ten-digit telephone
number to call, the IWTS will validate the number before
processing the call.
17) If the called number passes the validation process, then the
call process will continue.
18) 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 CDCR
Authorized Staff.
19) 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.
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20) 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 X No____
Reference:
Location
page
paragraph
Description:
The GTL IWTS’s automated operator leads the inmate/ward through the process of making an
outgoing domestic call using clear, step-by-step instructions. The system will be configured to
process outbound domestic calls according to CDCR requirements and preferences, to include:
1)
The inmate/ward lifts receiver and within two (2) seconds hears a voice prompt to
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 chosen) to enter the
area code and seven-digit telephone number of the desired destination number.
4)
5)
6)
7)
8)
9)
After the inmate/ward has stated his/her name, he/she will hear nothing more until
the call is connected to the called party.
6.3.3.6.9
Outbound Call Process for International Calls
Revised requirement per Addendum 3
The IWTS shall be configured such that an inmate/ward will be led
through a series of commands to initiate a call:
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21) 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.
22) 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.
23) The inmate/ward will be instructed (in English or Spanish as
they have chosen) to enter the international telephone
number.
24) The IWTS will be configured to allow for the input of enough
digits to accommodate 01 + Country Code + City Code +
Telephone Number.
25)
26)
27)
28)
29)
30) 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 X No____
Reference:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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Global Tel*Link FINAL BID February 28, 2012
Location
page
paragraph
Description:
The GTL IWTS automated operator leads the inmate/ward through the process of making an
outgoing International call using clear, step-by-step instructions. The system will be configured
to process outbound International calls according to CDCR requirements and preferences, to
include:
1)
The inmate/ward lifts receiver and within two (2) seconds he or she will hear a voice
prompt to 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 chosen) to enter the
international telephone number.
4)
The IWTS system will be configured to allow for the input of enough digits to
accommodate 01 + Country Code + City Code+ Telephone Number.
5)
6)
7)
8)
9) The inmate/ward will be prompted to state his or her name for play back during the Call
Setup Branding message. The inmate/ward will be required to state their name before
call processing will proceed. If nothing is spoken the prompt will repeat three times, if
after three 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.
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.
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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 X No____
Reference:
Location
page
paragraph
Description:
GTL will configure the IWTS to require a called party to use the number 5 to accept a call via
key-press.
Prior to the acceptance option, every answering party is informed by the IWTS’s automated
operator that the call originates from an inmate/ward at the CDCR’s facility. The system’s
branding message, which identifies by name both the inmate/ward and the facility, begins as
soon as the telephone at the destination number is picked up.
The exact wording of the branding message and the called party options that follow will be
configured to meet CDCR requirements and preferences.
6.3.3.7.2
IWTS Rating by Call Type Option
Revised requirement per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
The opening message to every called party (Local, IntraLATA, InterLATA, and Interstate calls)
will include an option to request the rate for a call by pressing a single digit (9) on the phone’s
keypad.
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
paragraph
Description:
The opening message to any called party will include an option to request that the current and
future calls from inmate/wards be blocked, by pressing a single digit (7) on the phone’s
keypad. The party who chooses this option hears a recorded message that provides GTL’s
Customer Service number. The called party will have the option to block calls from a specific
CDCR facility or from all CDCR facilities.
6.3.3.7.4
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 X No____
Reference:
Location
page
paragraph
Description:
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
GTL’s IWTS allows called parties to accept or deny prepaid calls from inmate/wards by pressing
a single digit.
x
x
x
x
x
x
To accept the call, the called party presses 5.
To deny the call, the called party hangs up.
To set up or add money to a prepaid account, the called party presses 2 to hear GTL’s
toll free Customer Service number for setting up or adding funds to prepaid accounts or
for questions about prepaid accounts.
To hear a rate quote, the called party presses 9 to hear the per-minute rate.
To have future inmate/ward calls blocked, the called party presses 7 to hear GTL’s toll
free Customer Service number for blocking calls.
For billing issues or complaints, the called party is instructed to hang up and call GTL’s
toll free Customer Service number which is provided.
When an inmate/ward’s call goes to a number with an existing prepaid collect account, the call
party automatically hears the balance in the account prior to being prompted to accept or reject
the call. If the balance is insufficient for a three-minute account the party will be notified and
given an option to deposit additional funds using a credit card via the automated IVR prior to
accepting (or rejecting) the current call.
The system will provide a timeout warning to the called party and inmate/ward when funds in the
prepaid account are depleted prior to the call is being terminated.
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.
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Volume I, Section 3 Technical Response
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Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X 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 X No____
Reference:
Location
page
paragraph
Description:
At the CDCR Operation Manager’s discretion, the IWTS at all or selected facilities will replay the
branding or other prerecorded message at random intervals throughout the inmate/ward’s
telephone conversation. Overlay messages will be delivered in the language, English or
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Global Tel*Link FINAL BID February 28, 2012
Spanish, chosen by the inmate/ward during call setup. GTL sets the volume of overlay
messages to be audible but not intrusive. Overlay messages for adult and youth facilities may
be different.
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.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Every answering party is informed by GTL’s IWTS’s automated operator that the call originates
from an inmate/ward at the CDCR facility from which the call originated. The system’s branding
message, which identifies by name both the inmate/ward and the facility, begins as soon as the
telephone at the destination number is picked up.
The script for the Call Setup Branding message and the options presented to called parties will
be configured to exactly meet CDCR’s requirements and preferences.
The call setup branding message will play in its entirety unless interrupted by pressing a State
defined keypad number or voice prompt. The CDCR Operations Manager will 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 IWTS will block all conversation until the call setup
message has been played and the called party has accepted the call.
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.
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Volume I, Section 3 Technical Response
Page 3.243
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS is capable of playing overlay messages as defined by the CDCR. At the CDCR
Operations Manager’s discretion, the IWTS system at all or selected facilities will play the
branding or other preferred prerecorded message at random intervals throughout the
inmate/ward’s telephone conversation. Overlay messages will be delivered in the language,
English or Spanish, chosen by the inmate/ward during call setup. GTL sets the volume of
overlay messages to be audible but not intrusive.
The GTL IWTS will provide the CDCR Operations Manager with the capability to set the exact
wording for the overlay message and the frequency that overlay messages will be played.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
As the CDCR pre-set time limit for a call approaches or when the funds in a called party’s
prepaid account have been depleted, GTL’s IWTS can provide a Courtesy Termination
Message to announce the impending disconnection of the call. The playing of the message is
configurable by seconds left in the call. For example, it can be configured so that the message
plays once at 60 seconds prior to call termination and plays again at 30 seconds. The CDCR
Operations Manager can alter the intervals or frequency of the time-limit reminders.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.9
Call Detail Records (CDR) for IWTS
Revised requirement per Addendum 3
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 X No____
Reference:
Location
page
paragraph
Description:
6.3.3.9.1
IWTS Call Detail Record Content
Requirement revised per Addendum 7
The following information shall be captured and stored for all calls
attempted:
31) Correctional facility from which call was placed;
32) Telephone Location;
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
33) Telephone Station Number;
34) Start date and time (mm:ss);
35) End date and time (mm:ss);
36) Call duration (mm:ss);
37) Call completion status (complete or incomplete call);
38) Sequential identification number;
39) Destination Number (dialed digits);
40) Destination Number’s city and state, or city and country for
International Calls;
41) Billing Number Address (address, name and telephone
number – “BNA”);
42) Start Code (Method in which the call was accepted or
denied);
43) Reason for call not completed (i.e. call blocked, station off),
if applicable;
44) Type of call (Local, IntraLATA, InterLATA, Interstate,
International);
45) Duration from acceptance to termination (Conversation
Minutes);
46) Alert (whether an alert was issued for the call);
47) Type of alert (e.g., Three-Way Calling, Hot List Number);
48) File name of recording;
49) End Code (Method of Termination); and,
50) 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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.246
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
1)
Example Data String:
Please find our example data string on the following page.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.247
©2012 Global Tel*Link
C
C
g
y 28, 2012
Volume I, Section 3 Technical Response
Page 3.248
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.10 IWTS Call Termination
6.3.3.10.1 Software Controlled Manual Termination
Revised requirement per Addendum 3
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 or 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:
51) Individual calls;
52) All Calls (within Span of Control);
53) Individual Telephones; and,
54) 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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
c)
d)
e)
f)
g)
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
©2012 Global Tel*Link
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Page 3.307
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
Page 3.308
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
paragraph
Description:
GTL configures the the systems at each CDCR facility with one-way lines that do not permit
incoming calls to inmate/ward telephones. Additionally, The IWTS system will only process outgoing calls from inmate/ward telephones.
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference: ___________________________________________________________
Location
page
paragraph
Description:
GTL’s IWTS prohibits outbound calls from being placed to another CDCR facility by blocking
inmate/ward phone lines at all CDCR facilities against incoming calls. Additionally, there are no
published numbers associated with inmate/ward telephones. For these reasons, it is impossible
for an inmate or ward at one CDCR facility to call an inmate/ward telephone at another CDCR
facility.
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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL’s IWTS platform will be configured to include a maximum ring time for all calls prior to
disconnection. Once the maximum ring time is reached, the IWTS will automatically disconnect
the inmate’s attempted call. The amount of ring time will have a default value of one minute and
will adjustable by the CDCR Operations Manager in one-second increments.
6.3.3.12 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 X No____
Reference:
page
Location
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:
63) Time of day;
64) Day, week or month; or,
65) Correctional facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS provides a Calling Scheduler that can schedule and restrict telephone usage to
particular hours of the day, particular days of the week, and/or by correctional facility. Telephone
service ON/OFF schedules can be setup and assigned to all inmate/ward phones in a facility or
to individual or groups of phones in particular areas of a facility.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS is capable of being configured to allow a specified time interval between completed
calls at inmate/ward phones. This feature can be configured to provide Time Between Calls
that range from
GTL will configure the IWTS system to allow the State to
enable or disable the Time Between Calls feature.
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:
66) Zero (0) to 99 minutes per call for a IWTS telephone;
67) Zero (0) to 99 minutes per call for a group of IWTS
telephones; or,
68) 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 X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
©2012 Global Tel*Link
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X 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:
69) Block IWTS calls to a specific telephone number from a
correctional facility; or,
70) Statewide.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.12.6
Blocking Specific Types of Telephone Numbers by IWTS
The IWTS shall block all calls that include:
71) Toll free access numbers (e.g., 800, 866, 877);
72) Special service numbers (e.g., 711, 9-1-1);
73) Numbers that provide live operator access;
74) Telephone numbers that incur charges (e.g., 972-, 976-);
and,
75) 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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS is able to detect and report unusual or suspicious number sequences or dialing
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.14 IWTS Detection of Three-Way Calls
Revised requirement per Addendum 3
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:
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
1) Calls to telephone numbers, which "hook flash," dial another
number and complete the Three-Way Call; and/or,
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 X No____
Reference:
Location
page
paragraph
Description:
ion to ensure that
GTL detects 3-way calling with the highest level of accuracy possible.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.15 IWTS Detection of Call Forwarding
Revised Requirement per Addendum 3
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Although there is currently no 100% reliable electronic method of detecting and stopping calls
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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-HQ Administration’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 X No____
Reference:
page
Location
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.
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Volume I, Section 3 Technical Response
Page 3.320
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.321
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.3.17.1 Automated System Malfunction Notification
Requirement revised per Addendum 7
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
webͲbased 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 X 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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.322
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL’s IWTS will provide the CDCR Operations Manger with the capability of configuring
parameters for call control features. The system will provide for a minimum of fifteen unique
User Group Configurations, each of which will serve as a default set of control features that can
be assigned to an IWTS telephone group. Individual User Group Configurations will be derived
from various combinations of the system’s call control features approved by the CDCR
Operations Manager, including those detailed in Section 6.3.3.12, Call Control Features.
6.3.3.19 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 X No____
Reference:
page
Location
paragraph
Description:
The equipment provided with our IWTS is in full compliance with all applicable standards and
regulations. All proposed equipment is UL approved and FCC compliant.
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, crosstalk, 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).
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Volume I, Section 3 Technical Response
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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6.3.3.20 IWTS TDD/TTY CALL PROCESSING REQUIREMENTS
Requirement revised per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
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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 X No____
Reference:
Location
page
paragraph
Description:
6.3.3.20.2 Interface with California Relay Service (CRS) Call Centers
Requirement revised per Addendum 7
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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Global Tel*Link FINAL BID February 28, 2012
6.3.3.20.3 Speed Dial Number for CRS
Requirement revised per Addendum 7
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 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 X 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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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Volume I, Section 3 Technical Response
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Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will contact the California Deaf and Disable Telecommunications Program regarding
interfacing with the CRS and supporting various dialing scenarios for speech and hearing
impaired users. In our responses to each of the following requirements, we describe how our
IWTS accommodates the specified TDD/TTY calling process.
6.3.3.21.1 Direct Dialing from an IWTS Voice Line to a TDD/TTY
Requirement revised per Addendum 11
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.
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Volume I, Section 3 Technical Response
Page 3.329
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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Volume I, Section 3 Technical Response
Page 3.330
California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.3.3.21.2 Direct Dialing from an IWTS TDD/TTY to a TDD/TTY Device
Requirement revised per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.3.3.21.3
IWTS TDD/TTY Device to a Hearing Capable Called Party
through CRS
Requirement revised per Addendum 8
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 X No____
Reference:
Location
page
paragraph
Description:
Hearing-impaired or speech-impaired inmate/wards using an IWTS TDD/TTY device at the
CDCR facility can complete calls to hearing-capable parties who do not have TDD/TTY devices.
The inmate/ward and CRS may communicate entirely via TDD/TTY text messages, or an
inmate/ward may use Hearing Carry Over (HCO), which allows him/her to listen to the incoming
message and respond to the CRS Communication Assistant (CA) via TDD/TTY, or the
inmate/ward may use Voice Carry Over (VCO), which allows him/her to speak to the CA and
receive incoming text messages on the TDD/TTY. Such calls will be routed through the CDCRapproved CRS provider.
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California Department of Corrections and Rehabilitation
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6.3.4
IWTS TELEPHONE SYSTEM DATABASES
6.3.4.1
IWTS Blocked Number Database
Requirement revised per Addendum 7
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 X No____
Reference:
page
Location
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).
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Volume I, Section 3 Technical Response
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.3.4.3
IWTS Facility Phone List Database
Revised requirement per Addendum 3
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 X 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 X No____
Reference:
Location
page
paragraph
Description:
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6.3.5
IWTS TELEPHONE SYSTEM DOCUMENTATION REQUIREMENTS
Bidder’s response block added per Addendum 3
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will provide all required supporting documentation and will make the appropriate
documentation available on our public and private web portals as required in Section 6.11.1,
IWTS Public Web Site, and Section 6.11.2, IWTS Private Web Site.
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s User Guide for Inmate/Ward Families and Friends for the new contract, prepared in
both English and Spanish specifically for those who have relatives or friends incarcerated at
CDCR facilities will be submitted to the CDCR Operations Manager for review and approval
prior to distribution.
This comprehensive User Guide will provide easy to understand instructions and information
relative to the following important topics:
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Global Tel*Link FINAL BID February 28, 2012
How do I prepare myself to receive calls from a newly incarcerated inmate/ward within a
CDCR institution?
For LEC billed customers
For CLEC billed customers
For Cell Phone customers
How do I setup a prepaid account?
How much will a call from a CDCR facility cost?
What are CDCR blocking thresholds?
GTL Customer Service Contact Information
Toll Free Numbers
Website address
What forms of payment does GTL accept?
Where do I send my GTL payment?
How do I use Western Union to make payments?
What if the inmate/ward is released or I wish to close my account?
The User Guide can be distributed to families and friends by various methods:
x
Included in initial billing and upon request
x
Made available in visiting areas of CDCR facilities
x
Viewed or downloaded from GTL’s public website
x
Placed on the CDCR’s website as a PDF for download.
For the life of the contract, GTL’s Family and Friends User Guide will be updated as needed and
will be available to CDCR as follows:
x
Softcopy in PDF and MS Word formats from GTL’s private CDCR Web Portal
x
Hardcopy upon request
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Volume I, Section 3 Technical Response
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL understands and shares CDCR’s goal to provide a positive calling experience for those
who have relatives or friends held at CDCR inmate/ward facilities. To achieve that objective,
GTL provides customers with the automated self help tools which are available
24x7x365; along with access to live customer service representatives 7 days a week from
5 A.M to 9 PM Pacific Time.
BILLING SERVICES
GTL’s billing services will include collect, prepaid and direct billing.
Collect Billing
Traditional collect is the default billing method for inmate/ward calls. Calls placed collect to
numbers that can be billed through local exchange carriers will be completed and billed by that
carrier, unless an established billing threshold has been reached or exceeded. In this latter
case, GTL will block further billing and offer the called party an option to either establish a direct
remit billing account or a prepaid account. Notice that a threshold has been reached is via an
automated outbound call to the called party’s number.
Prepaid Collect Billing
Inmate/ward calls to destination numbers that are unable to receive collect calls can be
completed through GTL’s prepaid collect program.
Prepaid Collect Set Up: Contacting GTL’s customer service to establish a prepaid account is
an easy process. The customer can set up an account with their credit card which provides
immediate capabilities to receive collect calls from the inmate or ward. Alternatively we accept
other forms of payment including cashier’s check, personal check, Western Union, or money
order.
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x
Initial account set up is arranged by a GTL customer service representative in order to
validate the billing name and address for file retention.
x
During initial account set up, the account holder is informed of the one-time fee
applicable to the initial deposit and that no subsequent deposit fees apply.
Prepaid Collect Deposit Via Automated Phone Prompts: When allocated funds in a called
party’s existing GTL prepaid collect account are depleted, at the time of the next inmate call to
that number, GTL’s automated operator informs the party that a deposit to the account is
required before the current or future calls from the correctional facility can be completed. If the
party elects to allocate additional funds using his or her credit card, the inmate’s current call is
connected as soon as the party completes the automated steps to replenish the account.
Prepaid Collect Deposit via the Web: Prepaid collect customers are invited to use GTL’s Web
site on the Internet, 24 hours a day, 7 days a week, to deposit funds to their existing prepaid
collect accounts. The party’s ability to receive calls from the facility is reinstated within twentyfour (24) hours of payment receipt.
Prepaid Collect Deposit via Other Methods: prepaid collect customers may call GTL’s tollfree number to make arrangements to replenish prepaid funds using a cashier’s check, personal
check, Western Union, or money order. The party’s ability to receive calls from the facility is
reinstated within twenty-four (24) hours of payment receipt.
Checking Prepaid Collect Balances: At the time of each inmate call to the owner of a prepaid
collect account, GTL’s IWTS automatically announces to the called party the current balance in
the account. GTL also provides a toll-free number that a consumer may call anytime (24 hours
per day, 365 days per year) to check the balance on his/her existing prepaid collect account.
Direct Remit Billing
Direct Remit Billing (DRB) Set Up: As an alternative to traditional Collect billing, GTL offers
subscribers an opportunity to be directly billed by GTL for collect calls. This service offers
extended credit consistent with billing thresholds established by contract. Subscribers can
receive calls and be billed on a post-pay basis. Monthly billing statements are rendered with a
remittance slip attached and call details and payment histories displayed. Accounts information
is secured in accordance with prevailing federal CPNI regulations. Initial account set up is
arranged by a GTL customer service rep in order to validate the billing name and address for file
retention.BNA or billing name and address must be obtained and retained on every account as
a natural extension of monthly mailing of bill statements.
DRB Payments by Phone: An interactive voice response (IVR) system is provided for current
account holders to make a payment, check their balances and get payment instructions by
USPS or Western Union. Validated credit card payments are posted immediately. This payment
channel is available 24/7/365.
DRB Payments on the Web: GTL’s “storefront” website, www.offenderconnect.com, is
available to both potential and active subscribers. This website can accommodate both account
set up and facilitate payments to existing accounts, balance verifications and payment
instructions by USPS and Western Union.
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DRB Payments via Other Methods: customers may call GTL’s toll-free number to make
arrangements to make payments using a cashier’s check, personal check, Western Union, or
money order. The party’s ability to receive calls from the facility is reinstated within twenty-four
(24) hours of payment receipt.
DRB Billing Thresholds: each new DRB account will be created with a $100/month billing
threshold or other such threshold that may be established by mutual consent of the CDCR and
GTL. Exceptions will be determined on a case by case basis. For example, defense attorneys
and bail bondsmen may require special consideration given their respective roles within the
corrections environment.
Customer Service and Support – Convenient Accessibility
GTL provides end users (relatives and friends of inmate/wards) toll-free telephone access to our
knowledgeable Customer Service staff seven (7) days week from 5:00 A.M. to 9:00 P.M. Pacific
Time; plus an Internet Web Site that that can be accessed 24-hours a day and provides
information and planned enhancements for email support to contact our Billing Customer
Support Department.
In addition to the toll free numbers, GTL’s Customer Service will be accessible by mail, email,
web-site, fax, and TTY. The addresses and telephone numbers for each of these
communication methods will be published on all billings, customer solicitations, public portal,
and customer correspondence.
Our service representatives are well versed in the IWTS functions and adept at handling billing
disputes and adjustments and issues related to blocked calls. GTL Customer Service
representatives have access to up-to-date account information that includes current account
status, call records, and billing and payment histories.
For our domestic CDCR End-Users, GTL will provide separate, dedicated, toll free Customer
Service access numbers for English-speaking; Spanish-speaking, and TTY callers. These
dedicated numbers can be reached from all points within the United States and Puerto Rico. For
International customers, our toll free Customer Service, we will provide English and Spanish
speaking live operators.
Customer Requested Call Blocks: With each and every inmate call, GTL IWTS’s automated
operator gives called parties an option to request that calls from the correctional facility be
blocked. During a call attempt, the automated operator informs the called party: “If you wish to
block future calls of this nature, press or say ‘7’ to receive further information.” The party that
chooses this option is instructed to call a toll free customer service number.
GTL’s Billing and Customer Service Department will place a “Customer Requested Block” on
the line. This block will prevent the delivery of any future inmate calls to the number from any
GTL managed correctional facility. At the time the block is requested the customer is asked to
provide a password. To have the block removed at a future date, the customer must provide the
password.
In almost all cases a customer request to block (or to remove a block) is implemented
immediately, while the customer is still on the line. However, to allow for any unusual
circumstances, the customer is assured the block will be implemented (or removed) within 24
hours.
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Website Support: GTL’s Website (www.offenderconnect.com) has information and links about
our Billing and Customer Service Department for the public’s use. From this site, emails (for
example, with billing questions or requests for blocks) go directly to GTL’s Billing and Customer
Service Department for review and handling. Once received, the customer will receive email
confirmation of the resolution to their concern. If required or additional information is needed, a
GTL customer service representative may contact the consumer directly.
We actively promote our support services for End-Users by:
¾ Including our Family and Friends User Guide for the State of California available to
download as a PDF from the website.
¾ Planned enhancements for email to contact our Billing Customer Service Department for
customer service.
¾ Publishing our Billing Customer Service toll free telephone and fax numbers on our
public website;
¾ Posting Frequently Asked Questions (with answers) on our public website.
End-Users who contact GTL by phone are never directed to an automated IVR to help resolve
issues.
COMPLAINT TRACKING AND REPORTING SYSTEM AND COMPLAINT
RESOLUTION PROCESS
Global Tel Link uses the M.R.I.T (Management Reporting and Information Tracking) system for
tracking and reporting of escalated complaints. This reporting system allows GTL to track all
escalated complaints received from consumers, DOC, and various state, county and city
agencies. All complaints are assigned a due date based on the type of complaint.
Our highly trained Billing Customer Service staff can usually resolve inquiries or complaints
during the initial call from the End-User.
Any Billing Customer Service issue that cannot be readily resolved by the call center
representative is quickly brought to the attention of a Billing Department Supervisor. Escalated
issues or complaints that cannot be quickly resolved by Billing Supervisors are passed to a
Priority Billing Customer Service group for handling. The Priority Billing Customer Service
group records and tracks all escalated issues and targets resolution of 95% of issues within 48
hours.
Each complaint has a resolution log indicating propose issue resolution. Once this is done the
customer is contacted (via telephone, email or by letter) advising of our findings and resolution.
The agency complaints are handled the same. However the resolution log is provided to the
complaining agency reflects GTL’s findings.
If Global Tel Link receives an escalated complaint from various agencies, consumers and
DOC/Priority escalation groups, the following steps are taken:
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1) They are logged and assigned an M.R.I.T number.
2) They are assigned to a Billing Customer Service Specialist for investigation
3) Once the investigation is complete the customer is contacted to discuss our
findings and possible resolution to their issue.
4) Once the issue has been completely resolved and the customer contacted the
specialist request the M.R.I.T is closed.
Below is the estimated time of completion by escalation complaint type:
¾ DOC/Priority Esc- 24-48 hours
¾ Consumer- 3-5 days
¾ BBB – timeframe specified by agency
¾ PUC/PSC- timeframe specified by agency
¾ Other State, City, County Agencies- timeframe specified by agency
¾ FCC- timeframe specified by FCC
¾ Subpoena-turn around based on subpoena stipulations.
COMPLAINT ESCALATION PROCESS
Our highly trained Billing Customer Service staff can usually resolve inquiries or complaints
during the initial call from the End-User. Any Billing Customer Service issue that cannot be
readily resolved by the call center representative is quickly brought to the attention of a Billing
Department Supervisor. Escalated issues or complaints that cannot be quickly resolved by
Billing Supervisors are passed to a Priority Billing Customer Service group for handling. The
Priority Billing Customer Service group records and tracks escalated issues and targets
resolution of 95% of issues within 48 hours. Detailed below is GTL’s escalation path for
unresolved called party complaints or problems that are more complex in nature.
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ROOT-CAUSE ANALYSIS PROCEDURES
Through our MRIT system, we are able to collect valuable data from friends and family
members who use our customer service centers. Supplementing this data source, are our own
customer service management and metric tools. Collectively, this yields insightful data from
which to conduct a Root Cause Analysis (RCA). At its core, RCA attempts to identify the source
of the problem rather than treating the symptom. In a service oriented company such as GTL,
RCA focuses on the process and procedures employed in the service provided and the
management and oversight of these processes and procedures.
For customer service RCA, GTL will follow these steps:
1. Determine the problem (s)
2. Collect information about the problem, which may used to evaluate the problem.
3. Analyze the data collected and identify any potential relationship between the problems
and information gathered in step #2.
4. Identify the potential causes, which may or may not prevent recurrence.
5. By eliminating the potential causes, which do not prevent recurrence, we are able to
reduce the list to the likely candidates that prevent recurrence and make
recommendations for implementation, the anticipated timeframes for effectiveness and
the dependencies required to implement the recommendations.
6. Implement the recommendations.
7. Assess the output from the implementation of the recommendations and adjust the
implementation accordingly.
8. Ensure management consistently applies the revised procedures to prevent a relapse of
the original problem.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.345
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.6.1
Customer Service Hours of Operation for IWTS
Requirement revised per Addendum 7
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s End-User Customer Service Center for our CDCR IWTS Project will be located within the
United States; with roll-over to our Customer Service Centers in Gainesville, FL and Mobile, AL
when needed. We provide live operator service seven days a week.
Live operators in GTL’s Customer Service Center will be available seven (7) days a week during
the hours of 5:00 A.M. to 9:00 P.M. Pacific Time.
In addition to the toll free numbers, GTL’s Customer Service will be accessible by mail, email,
web-site, fax, and TTY. The addresses and telephone numbers for each of these
communication methods will be published on all billings, customer solicitations, public portal,
and customer correspondence.
CDCR Authorized Staff will have access to GTL’s Customer Complaint Tracking and Reporting
System.
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.346
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will provide a toll free access 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 will be accessible from anywhere in the United
States and Puerto Rico.
Our toll free Customer Service numbers for International locations are as follows:
Country
Austria
Bahamas
Belgium
Costa Rica
Cyprus
Czech Republic
Denmark
Dominica
Dominican Republic (D3)
Finland
France
Germany
Greece
Hungary
6.3.6.3
Customer Service #
0800-292-004
1-888-216-7423
0800-7-2264
0-800-011-1087
8009-0664
800-142-530
80-886264
1-888-216-7423
1-888-216-7423
0800-9-14874
800-90-9848
0800-182-0257
00-800-11-002-0850
06-800-16-270
Country
Ireland
Italy
Jamaica
Latvia
Luxembourg
Mexico
Netherlands
Panama
Poland
Portugal
Spain
Sweden
Trinidad & Tobago
United Kingdom
Customer Service #
1-800-55-8825
800-788845
1-888-216-7423
800-2711
800-2-6480
001-888-216-7423
0800-023-5319
001-888-216-7423
0-0-800-111-1709
800-8-11424
900-98-1205
020-79-7932
1-888-216-7423
0808-234-4566
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 X No____
Reference:
Location
page
paragraph
Description:
GTL’s customer service will be available in both English and Spanish.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.347
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
Our highly trained Billing Customer Service staff can usually resolve inquiries or complaints
during the initial call from the End-User. Billing and Customer Service issues that cannot be
readily resolved by the call center representative within 24 hours are quickly brought to the
attention of the Complaint Resolution Team. Escalated issues or complaints that cannot be
quickly resolved by Billing Supervisors are passed to a Priority Billing Customer Service group
for handling. The Priority Billing Customer Service group records and tracks escalated issues
and targets resolution of 95% of issues within 48 hours. Detailed below is GTL’s escalation
path for unresolved called party complaints or problems that are more complex in nature.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.348
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.3.6.5
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 X No____
Reference:
Location
page
paragraph
Description:
GTL actively promotes our support services for End-Users by:
¾ Including our Family and Friends User Guide for the State of California available to
download as a PDF from the website.
¾ Providing email links to our Billing Customer Service Department on our public website
¾ Publishing our Billing Customer Service toll free telephone and fax numbers on our
public website
¾ Posting Frequently Asked Questions (with answers) on our public website.
End-Users who contact GTL by phone and use the automated IVR to help resolve issues will be
greeted with an IVR with prompts and recordings in the same language that was used to contact
GTL’s customer service center. The two (2) language options will be English or Spanish.
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 nonEnglish 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:
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
11) 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;
12) The menu selections are no deeper than five (5) levels at any point
from the top level (initial greeting);
13) The State shall have final approval of all prompts, greetings and
recordings;
14) 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;
15) The IVR shall not for any reason automatically disconnect the caller;
or,
16) 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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.351
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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Volume I, Section 3 Technical Response
Page 3.352
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.4 LIVE MONITORING TERMINALS
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.4
IWTS LIVE MONITORING TERMINALS
Revised Requirement per Addendum 3
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 is different from the live monitoring used on the
Prime Contractor hosted web-based application and the IWTS Investigative Workstations
described in Section 6.5, CDCRIWTS 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 X No____
Reference:
Location
page
paragraph
Description:
6.4.1
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.
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference: IWTS Network Diagrams
Location: GTL Diagram and Drawings Envelope
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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.355
California
California
Global T
©2012 Gl
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will provide the number of Live Monitoring Terminals initially required at each CDCR facility
and will provide additional terminals in the future at no cost to the State.
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 X No____
Reference:
page
Location
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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.4.2.4
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 X 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:
17) IWTS station number (within the vendor’s network) for each
telephone;
18) Location and telephone identification number of IWTS telephones
being monitored that will be provided by CDCR;
19) Current date and time;
20) Incremental call duration timer (mm:ss) for each call;
21) One (1) to 30 telephones shall be displayed simultaneously on a
single terminal screen;
22) Indicators for each telephone that is off-hook;
23) Indicator for call currently listened to when in scan mode;
24) Indicator for call currently listened to when in park mode;
25) An indicator to reflect the equipment is communicating with the
network;
26) An indicator for the key to press for the help screen; and,
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
27) An indicator (blinking cursor) that reflects the navigational position on
the screen.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.4.2.6
IWTS Log-In Screen
Revised Requirement per Addendum 3
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,
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
Location
page
paragraph
Description:
6.4.2.7
IWTS Live Monitoring Terminal Functionality Requirements
Revised Requirement per Addendum 3
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:
28) 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;
29) Park and listen to an active call;
30) Monitor in a hands-free manner;
31) Terminate active calls;
32) Barge-in to active calls and talk;
33) Access a Help” menu with one (1) keystroke;
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
34) Turn phones on or reactivate a phone (individual and all telephones
within Span of Control);
35) Turn phones off or disconnect a call (individual and all telephones
within Span of Control); and,
36) 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 X No____
Reference:
Location
page
paragraph
Description:
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.361
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.4.2.8.1
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 X 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 X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference:
page
Location
paragraph
Description:
6.4.2.9
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 X No____
Reference:
Location
page
paragraph
Description:
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X 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 X No____
Reference:
page
Location
paragraph
Description:
6.4.2.12 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 X No____
Reference:
Location
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Description:
6.4.2.13 IWTS Live Monitoring Terminal Volume
Revised Requirement per Addendum 3
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 X No____
Reference:
page
Location
paragraph
Description:
6.4.2.14 Multiple Users Monitoring a Live Call with IWTS
Revised Requirement per Addendum 3
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.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.365
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.4.2.15 IWTS Live Monitoring Terminal Physical Restrictions
Requirement revised per Addendum 7
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:
37) External dimensions no greater than 14.0 inches wide x 12.0 inches
deep x 12.0 inches high;
38) Minimum 14 inch diagonal screen size;
39) Non-glare, high intensity screen suitable for brightly lit areas (glare is
problematic for Live Monitoring Terminals in Towers);
40) Stereo 3.5 mm headphone jack;
41) Integrated microphone;
42) Integrated speaker, volume controls, 102Hz to 18KHz frequency
range;
43) 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;
44) 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;
45) 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.
46) No access to the internet;
47) No games, music or other entertainment features shall be available:
and,
48) No use of a mouse due to limited space.
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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 X No____
Reference: Hardware Specifications
Location Volume IV Literature page IV-11
Description:
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Volume I, Section 3 Technical Response
Page 3.367
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.368
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.4.2.16 IWTS Live Monitoring Terminal Physical Security
Revised Requirement per Addendum 3
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 X No____
Reference: Hardware Specifications
Location Volume IV Literature page IV-11
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 X No____
Reference:
Location
page
paragraph
Description:
GTL will provide LAN extenders for Live Monitoring Terminals operating extended distances
from the inmate/ward telephones within their spans of control to ensure signal strength meets
quality standards for the extended distances.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.369
