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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
6.4.2.18 IWTS User Guide for IWTS Live Monitoring Terminals
Revised Requirement per Addendum 3
The Prime Contractor shall prepare and provide an IWTS User Guide for
IWTS Live Monitoring Terminals that provides instructions that will describe
primary features, functionality and commands in an abridged user-friendly
format. This User Guide shall be made available on the Prime Contractor’s
Private Web Site and shall be specific to the IWTS. Hardcopies shall be
laminated and posted at each IWTS Live Monitoring Terminal. Electronic
copies in .pdf and .doc format will be provided to CDCR and available on
the IWTS Private Portal. The Prime Contractor shall modify the User Guide
as directed by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location:
paragraph
Description:
6.4.2.19 IWTS Live Monitoring Terminal Limited Authority
Revised Requirement per Addendum 3
The IWTS Live Monitoring Terminal interface shall be configured to prevent
any modifications to the IWTS Live Monitoring Terminal configuration (i.e.,
changing the identifiers of the inmate phones being monitored) by
authorized staff operating the terminal.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
6.4.2.20 IWTS Live Monitoring Terminal Manual Notification
Revised Requirement per Addendum 3
From the IWTS Live Monitoring Terminal, the IWTS shall allow an
authorized user to manually notify CDCR Authorized Staff of a call that
requires attention. The notification shall allow the authorized user to
include notes. The CDCR Authorized Staff would retrieve the notes by
generating a report from the Prime Contractor hosted web-based IWTS by
using the “Note” search field.
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
6.5 CDCR IWTS INVESTIGATIVE SYSTEM
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Global Tel*Link FINAL BID February 28, 2012
6.5
CDCR IWTS INVESTIGATIVE SYSTEM
Per Addendum 3: Revised Requirement
The IWTS Investigative System shall have the capability of live monitoring calls and performing
investigative functions. The live monitoring functionality is different from the requirements
described in Section 6.4, IWTS Live Monitoring Terminals. The IWTS Investigative System
functionality shall be available to authorized users from the Prime Contractor’s hosted webbased IWTS application as well as the Prime Contractor provided IWTS Investigative
Workstations. The Prime Contractor shall provide as many IWTS Investigative Workstations as
are required as described in Exhibit 6-D2, CDF/CDCR Adult Camps’ IWTS Anticipated
Equipment, Exhibit 6-E2, Additional Adult Facilities’ Anticipated Equipment, Exhibit 6-G2, Youth
Facilities’ IWS Anticipated Equipment . Additional IWTS Investigative Workstations may be
requested by the State in the future and will be provided at no cost to the State and without an
increase in call rates or fees.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL’s IWTS Investigative System has the capability of live monitoring inmate calls-in-progress
6.5.1
CDCR IWTS LIVE MONITORING AND MANAGEMENT CAPABILITIES OVERVIEW
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide the hardware, software, features and functionality
necessary for CDCR staff to live monitor ongoing IWTS calls and to use the IWTS
Investigative System. The CDCR Investigative Workstations will be capable of
terminating IWTS telephone calls. The system shall record all calls, complete and
incomplete, and Prime Contractor shall make those recordings available to CDCR for
the term of the Contract.
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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:
6.5.2
CDCR IWTS INVESTIGATIVE TOOL NETWORK REQUIREMENTS
Per Addendum 3: Revised Requirement and Added Bidder’s Response Block
The IWTS shall be a fully stand-alone system operating on the Prime Contractor’s
network independent of any CDCR equipment or network infrastructure for Adult and
Youth Camps, Community Correctional Facilities, and Female Offender Programs,
with the exception of the State-provided cabling.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.2.1
IWTS Investigative System Network Architecture
Per Addendum 3: Revised Requirement
The Prime Contractor shall design and install a network to provide
connectivity between CDCR correctional facilities and to support the
capability for statewide administrative operations and functions.
Bidders shall submit in their Bid response a description of all network
components, hardware and software that will support the IWTS
requirements.
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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 statewide network designs and typical diagrams that
incorporate the systems listed in this section and include the two (2) Call
Control categories (Adult and Youth Camps, and Community Correctional
Facilities/Female Offender Programs) that will use this functionality as
described in Exhibit 6-J, IWTS Call Control System Categories. Detailed
drawings of components shall include dimensions, floor, rack and
backboard mounting requirements:
49) CDCR Investigative Workstation System;
50) Data Storage, including voice recordings; and,
51) Live Monitoring System.
Bidders shall provide one (1) master and seven (7) hardcopies and three
(3) soft copies with the Bid response. Electronic drawings shall be in
AutoCAD Reader 2010 version 18 release 24 or newer (.dwg) and,
Microsoft Visio 2003 or newer (.vsd). Hardcopy 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:
52) Premise Equipment Type and Installation Requirements (physical);
53) Layer two (2) and three (3) protocols and Quality of Service (QoS)
when applicable;
54) Type and capacity of Equipment at each off-site location including
any backup systems and data storage;
55) Circuit size/ bandwidth; and,
56) Circuit type.
In addition, Bidders shall provide a written description for the following:
57) Various forms of protocols used by the system such as T1/E1, IP,
Ethernet and ATM;
58) Security Standards that apply to the system;
59) Encryption Standards supported and provided; and,
60) The CDCR facility premise power 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 Diagrams & Drawings Envelope
Description:
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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
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California Department of Corrections and Rehabilitation
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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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
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
QUALITY OF SERVICE
CIRCUIT SIZE/BANDWIDTH
BANDWIDTH – ADULT INSTITUTION IWTS LOCATIONS
Facilities verified by Addendum 11
Acronym
©2012 Global Tel*Link
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Volume I, Section 3 Technical Response
Bandwidth
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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
BANDWIDTH – CDR/CDCR ADULT CAMP IWTS LOCATIONS
Facilities verified by Addendum 11
CDR/CDCR Adult Camp
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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
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.2.2
IWTS Investigative System Network Functionality
Per Addendum 3: Revised Requirement
The Prime Contractor shall be responsible for installing and testing all IWTS
Investigative System network equipment, circuits, hardware, security,
software and any other components for a fully operational system. The
network shall be configured in such a manner to support the following
minimum measurements:
61) Jitter (delay variance) -- Less than 15 ms;
62) Packet Loss -- Maximum 0.5 percent (.5%); and,
63) Latency/Delay – 120 ms one way.
In addition, Bidders shall provide a description of the methodology to
address the following Data Network Backbone issues:
64) Congestion; and,
65) 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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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
i
t
t
t
6.5.2.3
IWTS Investigative System Network Ubiquity
Per Addendum 3: Revised Title and Added “Investigative System”
The IWTS Investigative System network shall have the ability to provide
functionality throughout the state. Bidders shall accurately describe the
processes, network design and equipment necessary to fulfill this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams & Drawings Envelope
Description:
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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
6.5.2.4
IWTS Investigative System Network Scalability
Per Addendum 3: Revised Title and Added “Investigative System”
The IWTS Investigative System network shall have the ability to increase
delivery of services in number and/or size within a reasonable timeframe.
Bidders shall accurately describe the processes, network design, and
equipment necessary to fulfill this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams & Drawings Envelope
Description:
no downtime.
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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
Additional Data Storage Capacity The addition of storage space for CDCR call records and
r
6.5.2.5
IWTS Investigative System Network Survivability
Per Addendum 3: Revised Title and Added “Investigative System”
The IWTS Investigative System network shall not have a single point of
failure which could adversely affect the entire Network. Bidders shall
accurately describe the network design and equipment necessary to fulfill
this requirement identifying all redundancy and diversity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams& Drawings Envelope
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Description:
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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
6.5.2.6
IWTS Investigative System Network Points of Failure
Per Addendum 3: Revised Title and Added “Investigative System”
The IWTS Investigative System network shall not have a single point of
failure that could adversely affect the entire Network. Bidders shall
accurately describe the network design and equipment necessary to fulfill
this requirement identifying all redundancy and diversity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams & Drawings Envelope
Description:
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
records and recordings will be stored for on-line access for the term of the contract. IWTS
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Global Tel*Link FINAL BID February 28, 2012
6.5.2.7
IWTS Investigative System Data Storage Center
Per Addendum 3: Revised Title and Added “Investigative System”
The IWTS Investigative System shall be networked to a central site(s)
system for the purpose of database edits, management, monitoring status,
report generation and control. Bidders shall submit details identifying the
topology of the network and its interoperation with the Data Storage Center.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams & Drawings Envelope
Description:
6.5.2.8
IWTS Data Transmission Encryption
The IWTS shall encrypt any transmissions of data containing confidential
information with an industry-recognized encryption standard that is in
compliance to the FIPS Standard 140-2.
Electronic Transmission to include:
1) File Transfers;
2) Remote access to the network or application; and,
3) System and network monitoring traffic.
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
6.5.2.9
IWTS Investigative System Network Security
Per Addendum 3: Revised Title to Add “System”
The State expects stringent security standards, based upon the
transmission of confidential or sensitive data. The Prime Contractor shall
provide security and intrusion protection for the IWTS and components. The
network design shall protect against network outages or loss of network
management systems. Communication of information across the local and
wide area network shall use an industry accepted encryption method for
data transfer.
The Prime Contractor shall commit to the following:
66) Security Administration;
67) Support all current and future United States encryption Standards;
and,
68) Physical site security.
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
6.5.2.10 IWTS Investigative System Network Operations Center (NOC)
Per Addendum 3: Revised Requirement
Primary monitoring status and control for the IWTS Investigative System
network and all sites shall be at the Prime Contractor's Network Operations
Center (NOC). The NOC shall provide the following network management
functions:
69) Monitor the status and performance of the network and all network
nodes;
70) View equipment alarms and software errors;
71) Monitor the performance of the servers; and,
72) Troubleshoot the network servers.
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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 accurately describe the proposed NOC and Network
Management Systems (NMS) that support network startup, maintenance,
monitoring, and operations. Bidders shall submit details regarding the
topology of the network and how they will provide control of all of the IWTS
sites from the NOC, including redundancy. Bidders shall provide plans that
will show the redundancy of the major network equipment and databases to
provide non-stop operations to the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams & Drawings Envelope
Description:
GTL’s Network Operations Center continuously monitors the status and performance of the
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Global Tel*Link FINAL BID February 28, 2012
6.5.2.11 IWTS Disaster Recovery Plans
Bidders shall provide contingency and disaster recovery plans to restore
IWTS operations in case of a disaster at the Prime Contractor provided
Central Operations Facility and for each installed CDCR facility location.
These plans shall include a description of how the Prime Contractor will
restore system operations in case of a disaster at the Prime Contractor’s
NOC and at each installed IWTS location. The plans shall address all
events of total or partial cessation of operations or destruction of the
database or physical facility and shall include procedures for both
automated and manual recovery of system functionality.
The Prime Contractor shall adhere to these plans in case of a system
failure due to a disaster. These plans shall be updated by the Prime
Contractor annually. These plans will be reviewed by the CDCR Operations
Manager on the anniversary of the Contract term’s date for adequacy and
approval by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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6.5.3
IWTS INVESTIGATIVE WORKSTATIONS
Per Addendum 3: Revised Requirement
The IWTS Investigative Workstations shall be provided by the Prime Contractor for
Adult and Youth Camps, Community Correctional Facilities, and Female Offender
Programs to be utilized by CDCR Authorized Staff to perform monitoring and
investigative functions. The IWTS Investigative Workstation functionality includes all of
the functionality provided for IWTS Live Monitoring Terminals, unless noted, as well as
the investigative tools described below.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.3.1
IWTS Functional Integration
A single platform for the IWTS Investigative Workstations shall be provided
to include live monitoring, call detail reports, playback recordings, retrieval
of recordings and reports to compact disc (CD) or cassette recorder.
Additionally, the IWTS Investigative Workstations shall be available to
CDCR Authorized Staff to access and analyze all databases and reports.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.3.2
IWTS Investigative Workstation Hardware Configuration
Requirement revised per Addendum 7
The IWTS Investigative Workstation shall be configured with the minimum
characteristics described in this section:
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Global Tel*Link FINAL BID February 28, 2012
1)
The IWTS Investigative Workstation shall be sized with adequate
memory and processor(s) that allows for completion of all tasks
performed. If connectivity to the Prime Contractor’s network via
the IWTS is not available, the Investigative Workstation shall be
able to access all recordings and CDR data through an alternative
method such as dial a back-up. Bidder shall describe the
proposed alternative methods to meet this requirement.
2)
Full size keyboard
3)
External mouse
4)
17" flat panel color monitor, with a non-glare screen;
5)
24x CD-RW / 8x DVD ROM;
6)
Sound card;
7)
Network interface card (NIC) RJ45 10-100-1000 connectivity;
8)
Audio: mini-phone stereo 3.5 mm;
9)
Input: mini-phone stereo 3.5 mm;
10)
USB ports;
11)
Security lock slot for cable lock;
12)
External boom type microphone;
13)
Wired headset with volume control;
14)
External speakers with volume controls;
15)
Color printer with 8.5" x 11" paper capable of printing a minimum
of 15 pages per minute with a footprint no larger than 20 inches
by 20 inches; and,
16)
Cassette recorder or Compact Disc (CD) player to transfer
recorded calls to this media, as needed.
Bidders shall provide documentation that describes the physical
characteristics of the IWTS Investigative Workstations, including hardware
specifications and pictures that meet the requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Investigative Workstations will be configured with sufficient memory to ensure completion of all
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:
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6.5.3.3
IWTS Investigative Workstation Software Security
The IWTS input/output devices shall be protected from the introduction of
viruses or other malware that will in any way affect the security or operation
of the system. Virus scanning software patches and software shall be
updated by the Prime Contractor as required by the virus scanning software
manufacturer.
Bidders shall describe how they will meet this requirement.
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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:
6.5.3.4
IWTS Investigative Workstation Identification
The IWTS Investigative Workstations shall be automatically identified within
the system, preferably through a hardware-generated identifier such as the
network interface card node address or controller port address. The CDCR
Operations Manager will provide a unique identification schema for cross
reference purposes to be integrated with applicable databases.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.3.5
IWTS Investigative Workstation Independent Operation
All of the IWTS Investigative Workstations shall operate independently of
other workstations in the same correctional facility even when accessing
the same stored data.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.422
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:
6.5.3.6
IWTS Extended Distances of IWTS Investigative Workstations
Requirement revised per Addendum 7
The Prime Contractor will provide LAN extenders to ensure signal strength
meets quality standards for IWTS Investigative Workstations.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4
IWTS INVESTIGATIVE WORKSTATION FUNCTIONALITY
Requirement revised per Addendum 7
The IWTS Investigative Workstations will be installed at the Adult and Youth Camps,
and CCF and FOP locations. A copy of the current CDR and inmate call recordings
shall be stored on-site for 60 calendar days at the Adult and Youth Camps. The IWTS
Investigative Workstation shall have the capability to record the content of all complete
and incomplete telephone call connections. Recordings must be selectable by
telephone instrument, group of telephone instruments, bank of telephones, facility, or
called number. The IWTS Investigative Workstation shall include the capability to
transfer the recorded calls to removable media.
The Prime Contractor shall provide an IWTS Investigative Workstation that allows
authorized staff to perform all of the investigative functions described below. Bidders
shall clearly describe how they will provide the investigative functionality as follows:
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.423
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Location
page
paragraph
Description:
6.5.4.1
IWTS Investigative Workstation Search Functionality
The authorized staff shall have ability to search the IWTS CDR database
and search on any fields, or combination of fields, within the database. The
retrieval location (on-site or off-site) of the stored recording shall be
transparent to the authorized staff.
The IWTS shall include the ability to query more than 10 fields by selecting
predefined data fields within a single screen. Upon initiating the search, all
data fields will appear in a single display screen report. Investigative staff
shall be able to save, file, and retrieve custom queries for future use.
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 3.424
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Investigative Workstation Limited Authority
The Investigative Workstation interface shall NOT have the ability to modify
any workstation configuration or Call Control parameter;
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.3
IWTS Password Protected Log-In
All Investigative Workstations will require an authorized user identification
code, issued by a CDCR Operations Manager, to be entered in order to
gain access to the investigative tools. The Investigative Workstation shall
be password protected, if directed by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Al
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.425
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.4
IWTS Malicious Code Prevention
Per Addendum 3: Added IWTS
The Prime Contractor shall be responsible for keeping all IWTS
Investigative Workstations and other IWTS equipment free from viruses,
spyware or any other malicious code. Bidders shall describe their system
and associated processes for the prevention of viruses, spyware or any
other malicious code.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.5
IWTS Investigative Workstation Capacity
Per Addendum 3: Revised Title and Requirement
All IWTS Investigative Workstations shall have a sufficient Hard Drive
Space to accommodate the required workstation’s operating system,
application(s) software, user data, if required, and at a minimum, 30%
spare capacity. The spare capacity shall be maintained at a 30% level in
lieu of any software upgrades/modifications that may be required for the
workstation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.426
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.6
IWTS Remote Software Updates
All required software applications, patches, updates, and operating systems
shall be installed remotely and will be pushed out to the Investigative
Workstations by the Prime Contractor in conjunction with CDCR
coordination of update notification to CDCR users.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.7
IWTS Remote Access Capability
Per Addendum 3: Revised Requirement
The IWTS shall provide capability to authorized staff to remotely access the
IWTS Investigative System through the Prime Contractor’s hosted webbased IWTS application from a State computer with the uniform look, feel
and capabilities of on-site access. This remote capability shall require a
system log-on procedure, and all data transmissions shall be fully
encrypted. Remote Access shall include multi-user access with multiple
levels of authorization.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.427
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.8
IWTS Investigative Workstation Screens/Icons
Per Addendum 3: Added “IWTS” and Bidders Response Block
The IWTS Investigative Workstation shall include the following
screens/icons that will be seen at all times somewhere on the screen. The
icons shall be user friendly and easy to navigate in and out of by authorized
users.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.8.1
IWTS Log-In Screen
Per Addendum 3: Revised Requirement
Upon log-in, the IWTS shall:
1)
Display an approved system use notification message or
banner before granting access to the IWTS that provides
privacy and security notices consistent with applicable federal
laws, Executive Orders, directives, policies, regulations,
standards, and guidance, and states that:
a) Users are accessing an Official State of California
information system;
b) System usage may be monitored, recorded, and subject to
audit;
c) Unauthorized use is prohibited and subject to criminal and
civil penalties; and,
d) Use of the system indicates consent to monitoring and
recording.
2)
Retain the notification message or banner on the screen until
users take explicit actions to log on to or further access the
information system.
a) The Prime Contractor shall modify the notice at the CDCR
Operations Manager’s request.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.428
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
b) Authorized users will be required to enter a User Name
and Password to Log in to the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.8.2
IWTS Welcome Screen
Once authorized users sign-in, the IWTS will automatically direct users
to the Welcome Screen that may include notices that apply to all users.
All notices shall be approved by the CDCR Operations Manager before
Prime Contractor places them on the screen.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Out Screen
The Log-Out icon will be used when authorized users log out of the
Investigative Workstation.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.429
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:
6.5.4.8.4
IWTS Live Monitoring Screen
The IWTS shall be capable of real-time monitoring of all inmate/ward
telephone active calls from an Investigative Workstation or remotely by
authorized remote users. The real-time monitoring by each authorized
user shall be user definable, and the restriction criteria shall be
assigned to the authorized user’s profile.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.8.5
IWTS Reports Screen
This screen will include drop down menus for authorized staff to
generate and print Statewide or Facility specific reports described
herein.
The system shall display any user-defined combination of the fields
contained in a Completed Call record.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.430
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.8.6
IWTS Facility Phone List Screen Content
Access to this screen will be limited to authorized users’ profile
settings. The Facility Phone List is described in detail in Section
6.5.4.19, IWTS Facility Phone List.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.8.7
IWTS On-Line Manual
This icon will be used to access an on-line manual specific for the
IWTS. Authorized users will be able to search and find operating
instructions for specific functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.431
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.8.8
IWTS User Guide for IWTS Investigative Workstations
Per Addendum 3: Revised Requirement
The Prime Contractor shall prepare and provide a User Guide for
IWTS Investigative Workstations that provides instructions that will
describe primary features, functionality and commands in an abridged
user-friendly format. This User Guide will be made available on the
Prime Contractor’s IWTS Private Web site and shall be specific to the
IWTS. Hard copies will be posted at each IWTS Investigative
Workstation and will be printed in a reproducible size, font and format.
Electronic copies in .pdf and .doc format will be provided to CDCR and
available on the IWTS Private Web site. The Prime Contractor shall
modify the User Guide as directed by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.9
IWTS Investigative Workstation Live Monitoring Display
Requirement revised per Addendum 7
Authorized staff shall have real-time access to information on all calls in
progress at every CDCR facility based upon user profile. All fields shall be
capable of being sorted in ascending or descending order. This feature will
give authorized staff the capability to see in real time the information
described in Section 6.4.2, IWTS Live Monitoring Terminals, as well as the
following:
1) Destination Number;
2) Called Party Billing Name and address (BNA) Information;
3) Alert Number flag;
4) Three-Way Call flag (suspected or confirmed);
5) TDD/TTY telephone flag;
6) Payment method (prepaid or collect);
7) Call denial reason;
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.432
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
8) Call termination reason;
9) Recording identification number; and,
10) A text field on the monitoring screen to allow a user to input notes.
Notes shall allow a minimum of 250 characters.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.10
IWTS Live Monitoring Manual Notification
Requirement revised per Addendum 7
From the Live Monitoring screen, the IWTS shall allow an authorized user
to manually notify specified CDCR Authorized Staff of a call that requires
immediate attention. The notification shall be via a telephone call, e-mail,
or a visual notification on the Investigative Workstation. The alarm type(s)
will be user definable by the CDCR Operations Manager.
Notification shall include the ability for an authorized user to forward a call
in progress to another authorized user’s telephone or mobile phone. Before
the authorized user is connected to the call, the user will be required to
enter a unique numeric code before having the capability to live monitor the
call in progress.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.433
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:
6.5.4.11
IWTS Live Monitoring Multiple Locations
The system shall have the capability to allow a single authorized user to
Live Monitor multiple inmate/ward telephone calls from more than one (1)
CDCR Facility simultaneously. The Live Monitoring location may be local
or remote to the institution originating the call. Live Monitoring shall be in
real-time.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.12
IWTS Monitoring Telephone Station/Location Status
The IWTS shall provide authorized staff with the ability to determine if any
particular IWTS telephone station/location is activated, deactivated, in
standby mode, or in use.
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 3.434
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.13
IWTS Call Termination Control from an Investigative Workstation
Per Addendum 3: Revised Requirement
The IWTS shall provide the authorized users with the ability to manually
terminate calls in the “Live Monitoring” screen. All manually terminated
calls shall be flagged with a unique identifier in the end code column of the
CDR. The Bidder shall identify the unique identifier that will be used to meet
this requirement.
Additionally, the User ID of the CDCR Authorized Staff that terminated the
call(s) shall be identified. The capabilities of performing any of the options
below will be based upon the CDCR authorized staff’s profiles as described
in Section 6.3.3.18, IWTS User Group Configuration.
Authorized staff shall be able to terminate:
1) Individual calls;
2) All calls at a facility (within Span of Control);
3) Individual Telephones; and,
4) All Telephones by:
a) Telephone ID;
b) Bank or group of IWTS telephone sets;
c) CDCR Facility building/section;
d) CDCR Facility;
e) Statewide Adult;
f)
Statewide Youth; and,
g) Statewide CDCR Facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.435
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.14 IWTS Simultaneous Replay
The IWTS shall allow the capability for multiple recorded conversations to
be played back simultaneously at the same or other IWTS Investigative
Workstation location(s). Playback or download of recorded calls must not
interrupt any other on-going calls being recorded or other IWTS
Investigative Workstation functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.436
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.15 Forwarding a Recorded Call File on the IWTS
Per Addendum 3: Revised Requirement
The IWTS shall allow an authorized user to send a recorded IWTS
conversation to another authorized user’s telephone or mobile phone for
playback. Before the authorized user receiving the forwarded call is
connected to the call, the user will be required to enter a unique numeric
code before having the capability to listen to the recorded call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.16 IWTS Search Criteria for Call Recording
The recording system shall have the capability to search (locate/sort) call
recordings based upon the any of the following CDR fields:
a)
CDCR Facility;
b)
Telephone Location;
c)
Start date/time;
d)
Destination number called;
e)
Telephone Station number;
f)
End date/time;
g)
Duration of call; and,
h)
Complete or Incomplete call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.437
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.17 IWTS Voice Recording Access
After a CDR search, by any combination of the CDR fields, the Voice
Recordings shall be linked to and available from the identified CDR record.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.18 IWTS Voice Recording Playback Capability
Authorized users shall have the ability to access the Voice Recording
Database via Soft Switches to play, rewind, pause, fast-forward, designate
a specific area to loop back within the recording and vary speed of
playback. The IWTS shall be able to go to a specified call duration location
within the call without the playback of the entire call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.438
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.19 IWTS Facility Phone List
Requirement revised per Addendum 7
The telephone numbers in the IWTS Facility Phone List shall be capable of
being deleted by authorized users when the number is no longer needed.
The deleted telephone numbers will be capable of being archived and not
viewed in the Facility Phone List. There will be no limit to the amount of
telephone numbers stored in this database. Using the Facility Phone List
shall be easily accessible through shortcuts, hyperlinks, or one click buttons
negating the navigation of multiple screens for activating, deactivating, and
deleting specific alert numbers or groups.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.19.1 IWTS Facility Phone List Screen Details
Requirement revised per Addendum 7
The Facility Phone List Screen shall include the following fields to be
populated by the authorized users:
76) Specific Facility or Statewide (All CDCR Facilities);
77) Destination Number;
78) Called Party’s Billing Information (Name, Address, City,
State, Zip);
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.439
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
79) Alert Groups; and,
80) Notes (minimum of 250 characters).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.19.2
IWTS Facility Phone List Search Criteria
Searching for a specific number shall include the following drop down
options either populated by the Prime Contractor or the authorized user:
81) Filter by CDCR Facility (all CDCR Facilities);
82) Destination Number (all numbers included in Facility Phone
List under this field);
83) Called Party’s Name (all names included in Facility Phone
List under this field);
84) Alert Group (all names included in Facility Phone List under
this field); and,
85) Number of Records (selected in increments of 50, 100, 150,
200 or all).
Searching for a specific number shall include the option of direct input
into a search field.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.440
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.4.19.3 IWTS Alert Group Creation and Activation
Per Addendum 3: Revised Requirement
An authorized user shall be able to create a unique “alert” name for a
group that may be activated or deactivated only by the authorized user
or CDCR Operations Manager. The alert name may be set for one (1)
or more specific telephone numbers that are being monitored. Once the
“alert” has been activated, the authorized user shall be capable of
entering up to two (2) telephone numbers and up to two (2) e-mail
addresses that would all be alerted anytime the specific number is
dialed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.4.19.4 IWTS Alert Group Functionality
Per Addendum 3: Revised Requirement
When a call is made to a specific number activated in an alert group the
following IWTS functionality will occur:
86) A minimum of two (2) different telephone numbers will be
dialed and the CDCR Authorized User receiving the alert on
their telephone or mobile phone will be required to enter a
unique numeric code before the authorized user is
connected to the call. If the unique number is not entered or
entered incorrectly, then the Authorized User will not be
connected to the call.
87) If the alerted call is not answered by the CDCR Authorized
User, then the alert functionality will end. However, the call
between the inmate/ward and the called party will not be
adversely impacted.
88) If the altered call is answered by the CDCR Authorized
User, then the called party’s telephone number will appear
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.441
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
on the Authorized User’s telephone. The Authorized User
will have the capability of pressing codes on the telephone
to barge-in on the active call and terminate the active call.
If the call is terminated, then the call shall be flagged with a
unique identifier in the end code of the CDR. The Bidder
shall identify the unique identifier that will be used to meet
this requirement. Additionally, the User ID of the authorized
staff that terminated the call(s) shall be identified. The
capabilities of performing the alert functionality shall be
based upon the authorized staff’s profiles.
89) A minimum of two (2) e-mail addresses will receive a
notification that will include the specific number dialed, the
date, time, and CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.19.5
IWTS Alert Group Deactivation
An alert group can only be deactivated by the CDCR Authorized User
who originally set the alert group or by a CDCR Operations Manager.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.442
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:
6.5.4.19.6
Deleting an Alert Group or Telephone Number from IWTS
An alert group or specific telephone number can only be deleted by the
authorized user who originally set the alert group or by a CDCR
Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.4.20 IWTS Alert Number Notification
The IWTS shall instantly notify the CDCR authorized staff of the destination
number if a call is placed to a destination number in the Facility Phone List.
The notification shall be via a paging signal, telephone call, e-mail, audible
alarm, or a visual notification on the Investigative Workstation. The alarm
type(s) will be user definable by the CDCR Operations Manager.
These methodologies shall allow multiple destinations of notification and
include a time-of-day scheduling capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.443
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.5.5
CDCR IWTS ACCOUNT ADMINISTRATION REQUIREMENTS
6.5.5.1
IWTS Instructional Brochures
Instructional brochures shall be available on-line to inmate/ward families
explaining the branding, monitoring, and recording requirements for all
inmate/ward calls (where applicable). Upon request, the Prime Contractor
shall provide soft copies of the brochures to the CDCR Operations
Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.5.2
IWTS Systems Manuals
The Prime Contractor shall provide operating manual(s) explaining in detail
the features of the IWTS Live Monitoring Terminals, IWTS Investigative
Workstations and call management-related equipment. The Systems
Manuals will be stored by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.5.5.3
©2012 Global Tel*Link
IWTS System Administration Manuals
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
The Prime Contractor shall develop and provide to the CDCR Operations
Manager a user manual that describes the administration of the global
system operation and configuration, whether network based or localized onsite.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.5.5.4
IWTS Investigative Workstation Guide
The Prime Contractor shall prepare and provide a guide that includes
instructions in English for CDCR approval.
The guide will include
instructions and contact information for log-in and operation of the IWTS
Investigative Workstation. This guide will be in a printed format and
available at the workstation. Additionally, a soft copy shall be available on
each Investigative Workstation. The Prime Contractor shall provide a soft
copy of the guide to the CDCR via .pdf and .doc format and available on the
Private Portal. The guide will be updated by the Prime Contractor annually
or as needed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
6.6 CDCR IWTS ADMINISTRATIVE CONTROL
©2012 Global Tel*Link
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.6
6.6.1
CDCR IWTS ADMINISTRATIVE CONTROL
IWTS ADMINISTRATIVE CONTROL
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide the CDCR with IWTS Administrative Control
functionality to generate user profiles and access fields within the IWTS that will be
limited to the CDCR Operations Manager and authorized staff. This functionality will
be accessed from a State computer using the Prime Contractor’s hosted web-based
IWTS application.
IWTS Administrative Control functionality shall include live
monitoring and investigative capabilities as well as tools to oversee and administer
statewide operations and service, compile data on inmate/ward use of the system,
reconcile financial activities, view trouble tickets, facilitate training of CDCR staff on
IWTS operation and capabilities, and perform system tests.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
The IWTS Administrative Control System provided by GTL will give the CDCR Operations
Manager and authorized staff exclusive capability to generate user profiles using data fields that
are not available to other system users.
6.6.2
SITE VISITS TO IWTS STORAGE FACILITIES
The State shall have the right to perform site visits to the Prime Contractor's California
Operations Facilities and Primary Database Storage Facility with 24-hour notice to the
Prime Contractor.
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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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Location
page
paragraph
Description:
GTL agrees that the State has the right to perform site visits to GTL’s California Operations
Facility and Primary Database Storage Facility with 24-hour notice to GTL.
6.6.3
Per Addendum 3: Requirement Deleted
6.6.4
Per Addendum 3: Requirement Deleted
6.6.5
Per Addendum 3: Requirement Deleted
6.6.6
Per Addendum 3: Requirement Deleted
6.6.7
Per Addendum 3: Requirement Deleted
6.6.8
SINGLE USER IWTS MAPPING VERIFICATION
The IWTS shall include the ability for a single State IWTS administrative user to pick
up an inmate/ward phone and verify that the Telephone ID and physical location match
the IWTS service database description of the telephone location. This function shall
be performed by the Prime Contractor’s staff putting the IWTS in a “mapping” mode
that would prevent outgoing calls from being made by inmates or wards while mapping
verification is performed.
The Bidder shall describe how this requirement will be met.
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
6.6.9
IWTS NO BILL TEST NUMBERS
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide test numbers for testing purposes to verify
functionality for each Call Type (Local, IntraLATA, InterLATA, Interstate, and
International). The test number shall provide for a connect condition that is long
enough to verify all branding and other functionality. The Prime Contractor will not bill
any parties for these test calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.6.10
IWTS ACCEPTANCE TEST PLANS
Requirement revised per Addendum 7
All software and equipment modifications shall follow a CDCR approved plan prior to
implementation in any production environment. The Prime Contractor shall submit
plans to the CDCR Operations Manager for approval at least 30 calendar days prior to
any planned implementation.
This requirement applies to all components of the IWTS including enterprise wide
network and data center software and hardware. For data center software and
hardware this requirement is limited to new software releases and major hardware
upgrades. For the enterprise wide network software and hardware this requirement
applies to the network elements within the Prime Contractor’s control and is limited to
new software releases and major hardware upgrades.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
6.6.10.1
IWTS Acceptance Test Plan
Requirement added per Addendum 7
Bidders shall provide an IWTS Acceptance Test Plan detailing the scope,
approach, resources, and schedule of intended activities that will be used to
verify and ensure that IWTS meets all requirements. The Plan shall
reference functional requirements, any risks requiring contingency planning,
and include acceptance criteria in a traceability matrix. Test Plan shall
include the following deliverables: test procedures, cases, results, test logs,
and the summary test report.
A final Acceptance Test Plan shall be provided within 30 calendar days of
contract award. Final Acceptance Test Plan shall be reviewed and approved
by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
Upon completion of acceptance testing, testing documentation will be submitted to the CDCR
Operations Manager for final acceptance and sign-off.
Acceptance Testing and Installation Certification Checklist
All parts of Checklist must be completed.
Installation checklist/certification sheets must be completed by the responsible installation technician.
This checklist must be attached to the respective POETS order and emailed to the Implementation Manager promptly following completion of
the installation.
Facility:
Date:
SubID:
Address:
CAR:
Cost Ctr:
Contact:
Phone:
GTL Rep:
Phone:
Contractor:
PRE-INSTALL CHECKLIST
Chk
Technician
Date
Notes
1
©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
12
Local#
Intrastate#
Ext. Local
Interstate#
Internation
al
Other
14
See Station Mapping
SITE SPECIFIC CHECKLIST (SOW, Contract, etc.)
Chk
Technician
Date
Notes
1
©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
7
INVESTIGATIVE WORKSTATION CHECKLIST
Chk
Technician
Date
Notes
1
©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
Manager is loaded for the respective facility
TECH SUPPORT CHECKLIST
Chk
Technician
Date
Notes
POST-INSTALL CHECKLIST
Chk
Technician
Date
Notes
©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
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.455
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
6.6.10.2
IWTS Acceptance Testing
Requirement added per Addendum 7
Acceptance testing is performed by 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:
As Prime Contractor, GTL will perform acceptance testing.
6.6.10.3
IWTS Acceptance Testing Evaluation
Requirement added per Addendum 7
Test results will be evaluated as pass/fail. Any non-conforming test results
will trigger the Prime Contractor’s submission of a corrective action plan,
reviewed and approved by the State, to be executed prior to acceptance of
an individual IWTS site transition.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL understands that test results during acceptance testing will be evaluated as pass/fail. For
any non-conforming test results, we will submit for the State’s approval a corrective action plan
to be executed prior to acceptance of an individual IWTS site transition.
6.6.10.4
IWTS Acceptance Testing Deliverables
Requirement added per Addendum 7
Test deliverables shall include, but not be limited to, test procedures, cases,
results, test logs, and the summary test report.
©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
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Test deliverables provided by GTL will include, but not be limited to: test procedures, cases,
results, test logs, and the summary test report.
6.6.11
CDCR IWTS USER PROFILES
Per Addendum 3: Revised Requirement
The IWTS shall provide for role-based user profiles, allowing specific functions and
features unique to each role. The Prime Contractor shall be responsible for the
System Administrator User activities. The CDCR Operations Manager will be
responsible for the Operations Administrator, Live Monitoring Terminal User,
Investigative User, Contracted Staff User, and State Contract Manager User. Each
IWTS User shall have unique identification credentials and be verified for identity
through two-factor authentication.
The IWTS Users shall be able to access the IWTS services in one of the following
roles:
1)
System Administrator
a) Create and manage System Administrator User accounts;
b) Maintain database of all role-based profiles;
c) Update system software;
d) Troubleshoot application programming and code;
e) Repair system software;
f)
Generate system health status reports;
g) Generate Ad Hoc Reports requested by State;
h) Provide back-up and recovery of stored data; and
i)
2)
Other functions identified by the Prime Contractor.
Operations Administrator
a) Create and manage Live Monitoring Terminal User, Investigative User,
Contracted Staff User, and State Contract Manager User accounts;
b) Request and maintain updated list of System Administrator User accounts as
needed;
c) Set and reset user authentication credentials;
d) View IWTS configuration of facilities;
©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
e) Generate audit reports that include but are not limited to alarms, usage, and
Service Level Agreement reports;
f)
Generate operational reports for executive consumption;
g) Request maintenance
Administrators;
and
operations
assistance
from
System
h) Generate system health status reports; and,
i)
3)
Generate customer service/trouble ticket reports.
Live Monitoring Terminal User
a) Perform IWTS Live Monitoring Terminal functionality;
b) Change own password; and,
c) Input notes on IWTS Live Monitoring Terminal.
4)
Investigative User
a) Perform IWTS Investigative functionality;
b) Change own password;
c) Request data file delivery via Secure File Transport Protocol (SFTP), and,
d) Activate and Deactivate Alert Groups.
5)
Contracted Staff User
a) Perform limited functionality based upon authorized access assigned by the
Operations Administrator; and,
b) Change own password.
6)
State Contract Manager User
a) View and Generate authorized IWTS Reports; and,
b) View Service Level Agreement report.
The IWTS service shall provide a distinct display screen for each role-based profile
type. The distinct display screen shall only display the unique abilities and accesses
for the role based profile type being accessed. All other fields will be disabled.
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 3.459
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
6.6.11.1
CDCR IWTS USER PROFILE UNIQUE NUMERIC CODE
Per Addendum 3: Added Requirement
The IWTS shall generate a unique numeric code for each new user ID account
created. The numeric code will be used for IWTS Investigative Functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
6.6.12 IWTS DAILY CALL DETAIL RECORDS RETRIEVAL
The Prime Contractor will provide CDCR with the ability to securely download a daily
CDR file in a delimited text format that contains the inmate/ward call attempts from the
CDCR facilities. The CDR retrieval shall be available to the CDCR Operations
Manager using a Secure File Transfer Protocol (SFTP) client application to connect to
the Prime Contractor’s server and download the previous calendar day’s CDR files.
Each daily CDR generated will be labeled as yyyymmdd.CDR (ex. September 30,
2009 would be named 20090930.CDR)
The Prime Contractor will provide the daily CDR files in a pipe ( | ) delimited format as
described in Table 6-2, Daily Call Detail Record Format:
TABLE 6-2, Daily Call Detail Record Format
Field
position
1
2
3
4
5
6
7
8
Order of
Information
Facility
Date
Time
MinDur
TNI
Telephone ID
Call Type
Call Record
Example: ( | delimited)
1
2
3
4
Description of information
contained in field
CDCR Facility
YYMMDD – date of call
HHMMSS – time of call
Total # of Seconds – Duration of call
Dialed number
IWTS Telephone ID
Call Type Values
Filename of Recording
5
6
7 8
CA34|040221|060623|0000|5076852508|0080|D|6TOJ4M.V08
The CDCR Operations Manager will meet with the Prime Contractor prior to finalizing
the fields in the format above. The CDCR Operations Manager will delete the daily
CDR file from the Prime Contractor’s SFTP server after it has been downloaded. The
Prime Contractor will have a file clean up set after 90 calendar days where the CDR
files will be deleted off the Prime Contractor’s server and no longer accessible by the
CDCR Operations Manager.
Bidders shall describe the configuration and methods they are proposing to satisfy this
requirement, including proposed Call Type values.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
GTL will provide a daily call detail record file for CDCR. Upon contract award, we will meet with
©2012 Global Tel*Link
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Global Tel*Link FINAL BID February 28, 2012
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6.6.13 TRACKING IWTS ACCESS
Per Addendum 3: Added Bidder’s Response Block
The IWTS shall provide a method for tracking live monitoring and investigative
activities and transactions conducted on the IWTS for each authorized user.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.6.13.1 Tracking Prime Contractor Personnel IWTS Access
Per Addendum 3: Revised Requirement
The IWTS shall track activity of Prime Contractor personnel, including any
Subcontractors, that log-in to the IWTS for any purpose, including viewing
or editing data, systems administration and support, or other technical
reasons.
The Prime Contractor shall, upon request, provide to the CDCR additional
explanations and/or supporting details related to Prime Contractor
personnel activities.
The Prime Contractor personnel user accounts shall be assigned by the
System Administrator at the individual level, without the use of “generic” or
“multi-user” accounts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
6.6.13.2 Tracking System and Operations Administrator’s User Profile IWTS
Access
Per Addendum 3: Revised Requirement
The IWTS shall track all System and Operations Administrator’s user
activities, including modifications to system configuration, user privileges,
data records, or other functions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.6.13.3 Non-Tracking User Class
The IWTS shall have the ability to assign users who are not tracked or
visible in the audit process. Non-Tracked users shall only be authorized by
the CDCR Operations Manager.
This audit trail shall be available only to CDCR authorized staff and shall
include failed access attempts, accessed or copied data, log-on duration, or
other search criteria.
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
6.6.13.4 Tracking All Other IWTS User Profiles
Per Addendum 3: Added Requirement
The IWTS shall track all other IWTS user profiles that include: Live
Monitoring Terminal User, Investigative User, Contracted Staff User, and
State Contract Manager User activities related to authorized user access
and functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.6.14 CDCR IWTS AUTHORIZED USER PROFILE FUNCTIONALITY
Authorized CDCR users will have access to the IWTS to perform specific activities in
support of their functions at each location as identified in their profiles.
This functionality shall include the assignment of report capabilities, menu functions,
data input capability, query capability, screen view capability, menu functionality
assignment, and other system administrative functions.
The CDCR Operations Manager shall have the ability to create, update and delete
CDCR staff profiles to include:
1)
CDCR staff name;
2)
IWTS log-on information;
3)
Reset assigned password (eight (8) to 14 characters, letters and numbers);
4)
Access classification (monitoring, management and/or investigative);
5)
Access to reports;
6)
Access to Blocked Number database;
7)
Access to specific Hot Line Recordings:
8)
Access to Recorded calls database;
9)
Access to Trouble ticket log;
10)
Span of Control;
11)
Ability to enter notes;
12)
Ability to read notes;
©2012 Global Tel*Link
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
13)
Ability to view calls played; and
14)
Ability to view calls copied.
CDCR staff CDR database access by:
1)
Telephone ID;
2)
Bank or group of IWTS telephone sets;
3)
CDCR Facility Yard and Building;
4)
CDCR Facility;
5)
Statewide Adult Facilities;
6)
Statewide Youth Facilities;
7)
Statewide CDCR Facilities; and,
8)
CDCR staff access permissions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
6.6.15 IWTS CALL CONTROL FEATURE PACKAGE PARAMETER SETTINGS
The CDCR Operations Manager shall have the ability to create, update and delete Call
Control Feature parameters, including Feature Package assignments for:
1)
Section 6.3.3.12.1, IWTS Calling Schedules;
2)
Section 6.3.3.12.2, Time Between Completed IWTS Calls;
2)
Section 6.3.3.12.3, IWTS Call Duration; and,
4)
Section 6.3.3.12.4, IWTS Extra Dialed Digits Prevention.
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
6.6.16 IWTS BLOCKED NUMBER ADMINISTRATION
The CDCR Operations Manager shall have the ability to create, update and delete
numbers that are blocked for IWTS telephones by:
1)
Bank or group of IWTS telephone sets;
2)
CDCR Facility building/section;
3)
CDCR Facility;
4)
Statewide Adult Facilities;
5)
Statewide Youth Facilities; and,
6)
Statewide CDCR Facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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
6.6.17 Per Addendum 3: Requirement Deleted, Revised, and Moved to 6.6.11
6.6.18 CDCR IWTS USER ACCESS TO SPECIFIC CDCR FACILITIES
The Prime Contractor shall ensure that CDCR-HQ Administrative staff have the ability
to create, update, and delete the list of specific facilities that each CDCR IWTS
authorized user can access.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.6.19 Per Addendum 3: Requirement Deleted, Revised, and Moved to 6.6.11
©2012 Global Tel*Link
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.7 IWTS DATA MANAGEMENT
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.7
IWTS DATA MANAGEMENT
Per Addendum 3: Added Bidder’s Response Block
The Prime Contractor shall store, maintain and secure the data stored in all the IWTS
databases and shall be responsible for the management and administration of all the databases
associated with IWTS. The data stored in the databases is confidential and the property of the
CDCR. Data is defined as information or content specific to call recording, investigative tools
(notes, CDR data, and IWTS databases), and reports. This does not include real-time voice
packets or configuration files associated with voice network control systems.
Bidders shall submit a description of how they will comply with the data management
requirements described below.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL will store, maintain and secure the data stored in all the IWTS databases and will be
responsible for the management and administration of all the databases associated with IWTS.
We understand the confidential nature of the information stored IWTS databases and that all
content specific to call records and recordings, investigative notes, and reports is the property of
CDCR. In our responses to the following requirements we explain in detail the processes and
safeguards GTL uses to ensure that stored and transmitted data, as well as system
functionality, are protected from unauthorized access or fraudulent usage.
6.7.1
IWTS INFORMATION SECURITY
Per Addendum 3: Revised Requirement
The Prime Contractor shall implement a methodology for maintaining the security and
confidentiality of all information in accordance with applicable Federal and State laws
and regulations. The Prime Contractor shall comply with State of California
regulations related to information security and data privacy, as defined by the State
Administrative Manual and as directed by the California Office of Information Security
and Privacy Protection (OISPP).
The Prime Contractor shall not use or access any CDCR data other than for the
specific use of meeting the technical requirements. The Prime Contractor shall comply
with applicable State policies, regulations and standards regarding information,
information systems, personal, physical, and technical security. The Prime Contractor
shall employ an industry standard encryption method for all data in transit including
Call Detail Records (CDR) and voice call recordings.
Bidders shall describe in detail the proposed methodology to ensure the security and
confidentiality of data and information that is State owned or subject to special
statutory protection.
©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 Prime Contractor will be fully and solely responsible for security of all services and
all systems. Bidders shall explain what steps will be necessary to detect and prevent
all types of unauthorized access or abuse of the system. Bidders shall describe how
the system will address each vulnerability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.474
California Technology Agency IWTS/MAS IFB 11-126805
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
Page 3.475
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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
Page 3.476
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.1.1
IWTS Data Media Disposal Requirements
The Prime Contractor shall properly dispose of media resulting from this
Contract. The minimum measures, which shall be taken by the Prime
Contractor to ensure this data remains secure include:
73) Degaussing or wiping of hard disk prior to being used in any other
system;
74) Degaussing or wiping of hard disk prior to being shipped to any
outside vendor;
75) Shredding reports prior to disposal; and,
76) Physically destroying optical media (burn, melt, or securely shred) or
overwritten multiple times with random data patterns.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.477
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.1.2
IWTS Internet Access Protection
The IWTS shall be protected from unauthorized access from the Internet.
Bidders shall describe the total protection scheme and identify any possible
risk of unauthorized access to the IWTS or the data contained within the
system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.478
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.2
IWTS DATABASE MAINTENANCE
Following the Contract award, the Prime Contractor shall provide a database
maintenance schedule annually to CDCR Operations Manager for approval.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.7.3
IWTS DATA PARTITIONING Requirement deleted per Addendum 7
6.7.4
IWTS DATABASE UPDATE FUNCTIONALITY
The IWTS shall broadcast database updates to all appropriate IWTS locations on the
network concurrently and without operator intervention. Bidders shall describe the
proposed scheme.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.479
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.5
IWTS DATA ARCHIVING
The IWTS shall provide hardware and software capable of archiving all IWTS data. All
archived data shall be maintained for the term of the Contract and shall reside at the
Prime Contractor’s California Database Storage Facility within the geographic confines
of the state of California. Archived data shall be capable of being viewed, queried, and
reported on by authorized CDCR Staff in the same manner as the IWTS real time
operations without disrupting ongoing operations. CDCR is the custodian of call
recordings and call detail records. CDCR may visit the Prime Contractor’s California
Database Storage Facility to audit how the data is being stored. CDCR will provide a
24-hour notice before visiting the Prime Contractor’s California Database Storage
Facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.7.5.1
IWTS Archived Data Access
The IWTS shall support the full administrative query and reporting functions
on archived data that were possible on the data at the time it was
generated and before it was archived.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.480
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.5.2
IWTS Automatic Archiving
Per Addendum 3: Revised Requirement
Automatic archiving of the database files shall be accomplished without
requiring manual intervention or degradation to the use of the IWTS. The
archiving function will be used to comply with the redundancy requirement
as described in Section 6.7.7.1.4, IWTS Database Redundancy.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.7.5.3
IWTS Storage of Recordings On-Site
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide sufficient storage capacity to store a
copy of the current CDR and inmate/ward call recordings on-site for 60
calendar days. This requirement applies to the Adult and Youth Camps
included on Exhibit 6-D1, CDF/CDCR Adult Camp IWTS Locations and 6G1, Youth Facility IWTS Locations. This requirement does not apply to
Antelope and Cuesta Adult Camps. The storage media shall not require
regular operator intervention to change or replace. Tape media is not
acceptable. This database shall include recordings of all incomplete and
completed calls.
Bidder shall describe and provide documentation of the topology of the onsite storage of the copied CDR and inmate/ward call recordings.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams & Drawings Envelope
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.481
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.6
IWTS DATABASE ACCESS BY AUTHORIZED STAFF
Per Addendum 3: Revised Requirement
The IWTS shall provide secure, multilevel database access control configurations and
definable staff levels as described in Section 6.6.11, CDCR IWTS Role-Based User
Profiles. The IWTS access software shall allow creation of access levels and
assignment of multiple users to those access levels. Additional access levels may be
created throughout the term of the Contract.
Database access shall be provided in a hierarchical fashion, beginning with the CDCR
HQ Administrative Staff also defined as Operations Administrator in Section 6.6.11,
CDCR IWTS Role-Based User Profiles. All lower level access shall be defined by the
Operations Administrator. The Prime Contractor will create and manage System
Administrator User accounts for the Prime Contractor’s authorized personnel.
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 3.482
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.6.1
Multiple IWTS Database Access
The IWTS databases shall allow records access by multiple users from
multiple locations while maintaining data integrity. Bidders shall describe
how they propose to ensure data integrity while allowing multiple accesses
to the same CDCR recording.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.7.6.2
Multiple IWTS Log-Ons
System software shall allow the CDCR Operations Manager to configure
the IWTS to allow either multiple or single instance Log-Ons for CDCR
IWTS Authorized User accounts. CDCR IWTS Authorized Users shall have
the ability to have single or multiple Log-Ons simultaneously.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.483
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.6.3
IWTS Password Requirements
All access to IWTS databases will require a unique log-on and a password
that is created by the authorized user upon initial sign-on to the IWTS. The
Prime Contractor shall access the IWTS databases in the same manner with
the same restrictions. The CDCR Operations Manager shall have the ability
to monitor and control Prime Contractor staff access to IWTS data.
The IWTS shall require passwords and password change reminders for the
IWTS environment consistent with the following rules:
1) Passwords are not to be shared;
2) Length range: eight (8) to 14 characters;
3) Password must be composed of characters from at least three (3) of the
following four groups from the standard keyboard:
a) Uppercase letters (A-Z);
b) Lowercase letters (a-z);
c) Arabic numerals (0-9); and,
d) Non-alphanumeric characters (punctuation symbols);
4) Must not be a dictionary word;
5) Must not be stored in clear text;
6) Must be hashed using industry accepted MD5 or better;
7) Passwords lock out after five (5) failed attempts;
8) Ownership: individual;
9) Storage: encrypted passwords; and,
10) Entry: Password shall not be readable when entered.
Password resets will be controlled by the CDCR Operations Manager as an
Administrative function.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.484
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.6.4
IWTS Database Search Capability
All databases shall be searchable by on all fields. Search results shall be
printable.
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 databases will be searchable by all fields as defined in Section 6.7 and all results
shall be printable.
6.7.6.5
IWTS Multi-Facility Database Search Capability
The IWTS shall allow search and retrieval of all data as defined in the user
profile, regardless of location.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.485
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:
6.7.6.6
Export IWTS Data Format
At any time upon request, the Prime Contractor shall fulfill the State’s
request for IWTS data, including current and archived Call Detail Records
(CDR), inmate/ward recordings, and information contained within the
Facility Phone list database. The export data formats and storage media
type will be defined by the State at the time of request. The data exports
shall be:
1) Formatted in a pipe (|) or comma (,) delimited formatted file and
must be compatible with Microsoft Windows or Linux operating
systems;
2) Supplied electronically in a secure format or on DVD optical media
using the DVD-+RW standards, to be determined by CDCR
Operations Manager at time of request; and,
3) Clearly noted data fields including the database schema.
Additional requirements for export/transfer of data during Transition-Out
from the Contract to the future IWTS contract are described in Section
6.13.9.2 IWTS Transition-Out Plan.
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 3.486
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
2)
6.7.7
IWTS DATABASE RECOVERY
The Prime Contractor shall provide in-service recovery of the databases during a
failure. In-service recovery will allow the system to continue to operate while a failed
portion is recovered. Bidders shall describe how they will provide in-service recovery.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.7.7.1
IWTS Data Backup and Recovery
Per Addendum 3: Added Bidder’s Response Block
The Prime Contractor shall provide all backup and archival hardware,
supplies, and recovery procedures, which will ensure that no data or
recordings will be lost.
The following are the minimum requirements for this capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.7.7.1.1
System Failures
The backup shall protect against loss of data at any CDCR correctional
facility.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.487
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:
6.7.7.1.2
IWTS Full Recovery
The IWTS shall be capable of recovering all data and recordings, to the
point of full system operation, using an IWTS service backup.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.7.7.1.3
IWTS Data Backup Requirements
Per Addendum 3: Revised Requirement
All data shall be stored at the Prime Contractor’s Primary Database
Storage Facility and backed up and archived at the Prime Contractor’s
California Database Storage Facility. The Prime Contractor’s Primary
Database Storage Facility will be the primary location for the storage of
IWTS call recordings and call detail records.
The Prime Contractor’s California Database Storage Facility shall be
capable of performing backups concurrently with ongoing full operation
of the database with no readily apparent effect on any applications
running concurrently with the backup activity.
The Bidder shall provide in detail a description of how they will backup
all databases associated with IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.488
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Location
page
paragraph
Description:
6.7.7.1.4
IWTS Database Redundancy
All data shall be initially stored at the Prime Contractor’s Primary
Database Storage Facility and then backed up and stored at the Prime
Contractor’s California Database Storage Facility. This data shall be
accessible by the system immediately in the event of a failure at the
Prime Contractor’s Primary Database Storage Facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.489
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.8
IWTS RECORDING REQUIREMENTS
Per Addendum 3: Added Bidder’s Response Block
A recording shall be generated for all calls, call attempts that were never connected,
calls that reach an answering machine, and completed calls where the call was
accepted. The CDCR Operations Manager shall identify any exceptions to this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.7.8.1
Start of Recording
The IWTS shall begin recording inmate/ward conversations when the
inmate/ward lifts the phone off hook. The recording shall capture the
system prompts, required recorded messages and when the inmate/ward
states their name.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.7.8.2
IWTS “Do Not Record” Numbers
The recording system shall have the ability to not record specific telephone
numbers authorized by the CDCR Operations Manager. The Prime
Contractor’s staff shall not set a “do not record” number without the written
consent by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
©2012 Global Tel*Link
page
Volume I, Section 3 Technical Response
paragraph
Page 3.490
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Description:
6.7.8.3
IWTS On-Site Recording Storage Capacity
Per Addendum 3: Revised Requirement
The Prime Contractor’s recording system shall have sufficient storage
capacity to locally (on-site) retain a copy of recorded calls and call detail
records for 60 calendar days. This requirement applies to the Adult and
Youth Camps included on Exhibit 6-D1, CDF/CDCR Adult Camp IWTS
Locations, and Exhibit 6-G1, Youth Facility IWTS Locations.
This
requirement does not apply to Antelope and Cuesta Adult Camps. After 60
calendar days of local storage, the files shall be deleted from the local
database automatically. The storage media shall not require regular
operator intervention to change or replace. Tape media is not acceptable.
This database shall include recordings of all incomplete and completed
calls.
Bidders shall provide documentation of the topology, including redundancy,
of the proposed recording system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Network Diagrams
Location: GTL Diagrams & Drawings Envelope
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.491
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.8.4
IWTS Playback, Download, Save, and Transfer Rate
Requirement revised per Addendum 7
Recordings shall stream immediately and begin playback within five (5)
seconds. Download or transfer of file shall operate concurrently with
streaming connection at a rate no greater than two (2) minutes for each 15
minutes of recorded conversation. This downloaded file shall have the
option to be saved locally once the download is completed. The transfer
rate applies to the Adult and Youth Camp during the 60 day on-site
recordings.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.7.8.5
IWTS Recording Database Scalability
The recording database must accommodate the inmate/ward call volume
as stated in Exhibit 6-L2, CDCR 2010 Call Volume by Facility for the
Contract term, plus 30% additional space to accommodate growth. The
manner of system growth shall be scalable to provide for the addition of
computing power, recording storage, or other system components without
the necessity of manually replacing the existing database(s) or forcing the
shut-down of the IWTS and shall be done at no cost to the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.492
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Location
page
paragraph
Description:
6.7.8.6
IWTS Playback of Recording on Other Types of Media
The IWTS shall have the ability to playback on other types of media
besides the IWTS workstation. The CDCR Authorized Staff shall be able to
download the recording(s) and software file onto a computer disc, flash
drive or other media and be played back on a computer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.7.8.7
IWTS Proof of Authenticity
Recordings shall be electronically stamped with a tamper-resistant proof of
authenticity or security envelope to technically ensure certainty of the
authenticity and integrity of the recorded conversation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.493
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 3.494
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.7.8.8
IWTS Audible Beep Tones
Requirement added per Addendum 7
The IWTS must be capable of producing a 1260 to 1540 Hertz beep tone,
lasting 170 to 250 milliseconds, and broadcast for both parties to hear every
12 to 15 seconds when recording is taking place to indicate that the
conversation is being recorded. The system must allow this function to be
engaged or not engaged at the State’s discretion.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.495
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.8 IWTS SERVICE, SUPPORT, AND MAINTENANCE
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.496
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.8
IWTS SERVICE, SUPPORT, AND MAINTENANCE
Per Addendum 3: Added Bidder’s Response Block
The Prime Contractor shall provide support and maintenance as described below. Bidder shall
thoroughly describe the methodology they will provide to support the IWTS service
requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Service, Support, and Maintenance Plan
Location Volume I, Section 3 Tab GTL Business Plan H page 3-H.1
Description:
6.8.1
IWTS SERVICE SUPPORT AND MAINTENANCE RESPONSIBILITIES
6.8.1.1
Responsibilities of the Prime Contractor for IWTS
Requirement revised per Addendum 11
The Prime Contractor shall be responsible for the following:
77) Providing prior notification of major on-site changes and modifications
of equipment installed.
Such changes are subject to CDCR
Operations Manager prior approval. The Prime Contractor shall use
the best commercially reasonable efforts to effect such modification
with minimal disruption to the CDCR’s operating schedule.
78) Complying with the Trouble Ticket response times listed in Table
6.8.2.3, IWTS Trouble Ticket Priority Definitions and Responses.
79) Participating in monthly meetings with the CDCR-Operations Manager
and staff and/or State staff for the purpose of presenting IWTS prior
month's maintenance reports and discussing resolution to program
issues and concerns. These meetings may be scheduled less
frequently at the discretion of the State. The site for the meetings
shall be determined by the State. Travel may be required to various
State sites or the Prime Contractor’s site. The Prime Contractor shall
provide representatives for each of its Subcontractors, if any, at these
meetings as requested by the CDCR Operations Manager or the
State staff. The Prime Contractor will be responsible for travel costs.
80) Coordinating with CDCR Operations Manager and any Subcontractor
staff for access to CDCR facilities. All personnel who will need one-
©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
time or ongoing access to a CDCR facility will be required by CDCR to
complete SOW Exhibit A, Gate Clearance Information and Approval
Sheet, and SOW Exhibit C, Primary Laws, Rules, and Regulations
Regarding Conduct and Association with State Prison Inmates. The
CDCR gate clearance forms may differ slightly by facility, but the
general information required by the Prime Contractor is the same.
The CDCR reserves the right to deny the Prime Contractor’s
employee(s) the right to enter a CDCR facility. All Prime Contractor’s
employee(s) who require access to a facility and do not receive
clearance will not be allowed to work on the Contract.
81) Providing skilled technicians who are properly trained and certified to
work on the Prime Contractor-provided equipment and software.
82) Performing site surveys for all moves, adds, and changes as well as
new facility activations.
The site surveys will require written
documentation that will incorporate digital photos and other diagrams,
as needed to document the CDCR, facility, and Prime Contractor’s
action items. CDCR Operations Manager will provide a sample
format of the minimum requirements of the site survey. Site survey
reports shall be submitted within seven (7) calendar days from the
date of the survey.
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 3.498
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
5.
6.8.2
IWTS SERVICE AND SUPPORT REQUIREMENTS
6.8.2.1
IWTS Help Desk for CDCR
Per Addendum 3: Added Bidder’s Response Block
The Prime Contractor shall establish a dedicated Help Desk for the
exclusive use of the CDCR Authorized Staff to report, troubleshoot, track,
escalate and resolve service-related issues, receive user support.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.8.2.1.1
IWTS Help Desk Access
The Prime Contractor shall provide a single IWTS toll free number and
web-based access to the Help Desk for CDCR Authorized Users. In
addition to the toll free number and web-based access, the Help Desk
shall be accessible by telephone, mail, e-mail, fax, and TTY. The
addresses and toll free telephone numbers for each of these
communication methods shall be published on all correspondence.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.499
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.8.2.1.2
IWTS Help Desk Hours of Operation
The Prime Contractor’s Help Desk shall be available 24-hours a day,
seven (7) days per week. Help Desk calls shall only be handled by live
Customer Service Representatives. Automated trouble ticket systems
are not acceptable. IVR and secure web-based trouble ticket tracking
systems may be used to provide status information but will not replace
the need for a live operator. The Help Desk shall be operated within the
United States.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
Our CDCR Help Desk will be available 24 hours a day, seven days a week. All calls to the Help
Desk will be answered by a live GTL operator and handled by a live GTL Customer Service
Representative. IVR and secure web-based trouble ticket tracking will be available to provide
status information but a live operator will always be available. All GTL Customer Service
Centers are located within the United State.
6.8.2.1.3
IWTS Help Desk Procedures Manual
The Prime Contractor shall develop, provide, and maintain written Help
Desk troubleshooting procedures specific to the IWTS service and
environment for use by the Prime Contractor’s organization. The
Procedures will be submitted to CDCR for approval prior to IWTS
transition and upon modification.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will develop, provide, and maintain written CDCR Help Desk trouble shooting procedures
specifically for IWTS service and environment to be used by GTL’s service representatives. As
required, these procedures will be provided to CDCR for review and approval prior to transition
and at any time these procedures are modified.
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6.8.2.2
IWTS Trouble Ticket Reporting and Tracking System
The Prime Contractor will provide an IWTS Trouble Ticket Reporting and
Tracking System as described in this section:
83) The CDCR Operations Manager shall have real-time access to all the
information in the Trouble Ticket Reporting and Tracking System
through the IWTS Private Web Portal;
84) CDCR Authorized Staff shall have the ability to open trouble tickets
by calling the toll free Help Desk number available 24-hours a day,
seven (7) days a week;
85) A trouble ticket shall be opened for all identified IWTS issues;
86) A trouble ticket number will be provided to the reporting party when
the ticket is opened;
87) The Trouble Ticket system shall provide an e-mail notification with all
trouble ticket information to designated CDCR Authorized Staff after
each trouble ticket has been opened and each time the Trouble
Ticket has been modified or updated;
88) Trouble tickets are to be closed upon successful resolution and only
with the CDCR’s approval by the person that originally opened the
trouble ticket or by the CDCR Operations Manager or their
designated representative;
89) The Trouble Ticket System shall document and track all impacted
components by their unique inventory identifier via drop down list as
described in Section 6.9.4.1, Current IWTS Inventory Report
(Monthly);
90) The CDCR Operations Manager shall have online access to the
complete ticket data for the term of the Contract;
91) Distribution of trouble tickets notifications shall be configurable for
automatic e-mail distribution of updates. E-mailed trouble ticket
notifications will include a URL link that allows the CDCR Operations
Manager to click on and immediately connect to the on-line trouble
ticket system. A log of all e-mail notifications will be automatically
generated and contained in the body of the ticket; and,
92) The Trouble Ticket System shall provide search capability on any
and all fields detailed in the Trouble Ticket Content in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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As required, the Trouble Ticket Reporting and Tracking System GTL will provide for CDCR will
have the following characteristics:
1. CDCR Operations Manager will have real-time access to all the CDCR-related
information in the Trouble Ticket Reporting and Tracking System through the GTL’s
Private Web Portal;
2. CDCR Authorized Staff will have the ability to open Trouble Tickets by calling the toll
free Help Desk number available 24 hours a day, 7 days a week;
3. A Trouble Ticket will be opened for all identified trouble;
4. A Help Desk Trouble Ticket number will be provided to the reporting party when the
ticket is opened;
5. The Trouble Ticket system will provide an e-mail notification with all Trouble Ticket
information to designated CDCR Authorized Staff after each Trouble Ticket has been
opened and each time the Trouble Ticket has been modified or updated;
6. Trouble Tickets will be closed upon successful resolution and only with the CDCR’s
approval by the person that originally opened the Trouble Ticket or by the CDCR
Operations Manager or their designated representative;
7. The Trouble Ticket System will document and track all impacted components by their
unique inventory identifier via drop down list;
8. CDCR Operations Manager will have online access to the complete ticket data for the
life of the Contract;
9. Distribution of Trouble Tickets notifications will be configurable for automatic E-mail
distribution of updates. E-mailed trouble ticket notifications will include a URL link that
allows the CDCR Operations Manager to click on and immediately connect to the on-line
trouble ticket system. A log of all e-mail notifications will be automatically generated and
contained in the body of the ticket; and
10. The trouble ticket system will provide search capability on any and all fields detailed in
the Trouble Ticket Content.
6.8.2.2.1
IWTS Trouble Ticket Content
The following fields will be permanently fixed in a drop-down list or
automatically generated fields. These fields shall be searchable and/or
queried for generation of ad hoc reports as defined in Section 6.9.6, Ad
Hoc Reports.
Minimum requirements for each ticket shall include:
1)
2)
Date and time trouble reported (separate fields);
3)
Date and time trouble resolved (separate fields);
4)
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Trouble ticket number;
Total time to repair;
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5)
Name of person reporting trouble, call back telephone number
and e-mail address;
6)
CDCR facility name where trouble was reported;
7)
Component(s) affected (Examples: Telephones, Monitoring
Terminals, Investigative Workstations, house wiring, Prime
Contractor wiring, network equipment, network transmission,
power, software, programming/ configuration) including the
Equipment Identification as described in Section 6.9.4.1,
Current IWTS Inventory Report (Monthly);
8)
Priority assigned to trouble per Table 6.8.2.3, IWTS Trouble
Ticket Priority Definitions and Responses;
9)
Trouble Ticket Creator (Prime Contractor’s Staff);
10) Reported description of trouble;
11) Name of Prime Contractor’s technician assigned;
12) Date and time technician was dispatched;
13) Date and time technician arrived on-site;
14) Actual description of trouble;
15) Description of resolution;
16) Whether the issue had been previously reported but not
resolved completely. Disposition of the previous trouble ticket;
17) Updates with date and time; and,
18) Notes Section.
The ticketing system shall provide for periodic updates and contain a “note” field
for detailed documentation of events. The periodic updates shall contain a date
and time stamp of update.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
CDCR trouble tickets will contain all of the information fields required, to include at a minimum:
1) Trouble ticket number;
2) Date and time trouble reported (separate fields);
3) Date and time trouble resolved (separate fields);
4) Total time to repair;
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5) Name of person reporting trouble, call back telephone number and e-mail address;
6) CDCR facility name where trouble was reported;
7) Component(s) affected (Examples: Telephones, Monitoring Terminals, Investigative
Workstations, house wiring, Prime Contractor wiring, network equipment, network
transmission, power, software, programming/ configuration) including the Equipment
Identification as described in Section 6.9.4.1, Current IWTS Inventory Report (Monthly);
8) Priority assigned to trouble per Table 6.8.2.3, IWTS Trouble Ticket Priority Definitions
and Responses;
9) Trouble Ticket Creator (Prime Contractor’s Staff);
10) Reported description of trouble;
11) Name of Prime Contractor’s technician assigned;
12) Date and time technician was dispatched;
13) Date and time technician arrived on-site;
14) Actual description of trouble;
15) Description of resolution;
16) Whether the issue had been previously reported but not resolved completely.
Disposition of the previous trouble ticket;
17) Updates with date and time; and,
18) Notes Section.
The ticketing system will provide for periodic updates and contain a “note” field for detailed
documentation of events. The periodic updates will contain a date and time stamp of update.
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6.8.2.3
IWTS Trouble Ticket Priority Definitions and Responses Table
Per Addendum 3: Revised Requirement and Added Bidder’s Response Block
Priority
Criteria
Response Target
Resolution Target
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 read and will comply with CDCR’s Trouble Ticket Priority Definitions and Response
times. We will work with CDCR to identity the severity issues when they occur.
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Global Tel*Link FINAL BID February 28, 2012
6.8.3
IWTS MAINTENANCE REQUIREMENTS
The Prime Contractor shall provide preventive maintenance as required by the
equipment manufacturer and as necessary to maintain the IWTS service. Preventive
maintenance shall be provided on a schedule which is mutually acceptable to the
CDCR Operations Manager and the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL is the designer and manufacturer of the IWTS system. We will perform preventative
maintenance on the both the hardware and software that we provide. Maintenance will be done
on a schedule which is mutually acceptable to the CDCR Operations Manager and GTL.
Monitoring the performance of the IWTS system at each CDCR site is a proactive and
continuous process that allows our engineers and Technical Support staff to identify and quickly
correct any issues that may arise.
6.8.3.1
IWTS Routine and Preventative Maintenance Requirements
The Prime Contractor shall configure IWTS in such a manner that it will not
require on-site support under normal conditions.
The IWTS equipment shall not require on-site routine and preventative
maintenance more than once per month for any site. IWTS software must
be kept up to date as required to satisfy the manufacturer’s recommended
update intervals and will be the sole responsibility of the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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6.8.3.1.1
Scheduling IWTS
Maintenance
Remote
and
Network
Routine
The Prime Contractor shall perform any remote, network, routine, or
scheduled maintenance during the off-peak hours of 10:00 p.m. to 6:00
a.m. PT. The Prime Contractor shall provide the CDCR Operations
Manager, with a two-week notice, prior to scheduling this type of
maintenance.
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 notify the CDCR Operations Manager, prior to scheduling system maintenance. Any
remote or network maintenance that can affect access or use of the IWTS system will be
scheduled during the off-peak hours of 10:00 pm to 6:00 am, Pacific Time.
6.8.3.1.2
IWTS Maintenance Procedures and Scheduling Plans
Bidders shall describe, in detail, IWTS Maintenance Procedures
Scheduling Plans, including any remedial maintenance plans.
schedules shall include a Table of Maintenance Components
include all IWTS hardware with the frequency of required routine
preventative maintenance.
and
The
that
and
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Service, Support, and Maintenance Plan
Location Volume I, Section 3 Tab GTL Business Plan H page 3-H.1
Description:
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Sample Preventive Maintenance Checklist Report
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Sample Preventive Maintenance Checklist Report
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Sample Preventive Maintenance Checklist Report
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6.8.3.1.3
Facility-Specific IWTS Maintenance Schedules
The Prime Contractor shall work with CDCR Operations Manager to
develop a schedule for each facility at the discretion of CDCR. The
Prime Contractor shall submit the Schedule of Required Regular IWTS
Maintenance for the equipment and software installed at each facility for
CDCR Operations Manager final approval prior to installation at each
facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.8.3.2
IWTS Remedial Maintenance Requirements
Remedial maintenance shall be provided 24-hours a day, seven (7) days a
week.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.8.3.2.1
IWTS Remedial Maintenance Response Times
Contactor will respond to trouble ticket issues within the time frames
detailed in Table 6.8.2.3, IWTS Trouble Ticket Priority Definitions and
Responses, including dispatching appropriate resources to the affected
facilities.
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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:
6.8.3.2.2
IWTS Diagnostic Assistance
The Prime Contractor shall respond to all troubles reported on the
IWTS. If the Prime Contractor determines that a malfunction exists due
to equipment or services provided by the CDCR Facility, the Prime
Contractor shall notify the CDCR Operations Manager of the
malfunction and shall assist the CDCR Facility or CDCR’s Contractor(s)
as necessary.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.8.3.3
IWTS Software Maintenance Requirements
The Prime Contractor shall maintain the following system software
elements:
93) Standard configuration (software settings, releases, customization);
94) Maintenance and administration;
95) Upgrades (i.e., version releases, patches, and hot fixes); and,
96) Procedures and documentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
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Global Tel*Link FINAL BID February 28, 2012
Reference:
Location
page
paragraph
Description:
6.8.3.4
On-site Administrator
The IWTS shall not require the use of an On-site Administrator to fulfill the
maintenance or any other requirements of this Contract.
Description:
6.8.4
IWTS TRAINING REQUIREMENTS
6.8.4.1
General IWTS Training Requirements
The Prime Contractor shall provide a customized training plan as described
in Section 6.8.4.1.2, IWTS Training Plan. The Prime Contractor will use
Certified Trainers as described in Section 6.8.4.1.1, Trainer Certification by
CDCR. The Training Plan shall employ an on-site, hands-on, classroom
and train-the-trainer approach at the CDCR Operations Manager office
location.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
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6.8.4.1.1
Trainer Certification by CDCR
The Prime Contractor shall conduct a training class for the CDCR
Operations Manager (or designated representative) prior to training at
any of the CDCR facilities. This test class shall allow the CDCR to
direct modification of the training syllabus to match the actual CDCR
environment and configuration, as well as to standardize the training
format, materials and terms. Each of the Prime Contractor’s trainers
must obtain certification from the CDCR Operations Manager that the
trainer has the skills and knowledge to effectively train the CDCR staff
on the IWTS. The Prime Contractor shall provide a Training Plan at
least two (2) weeks prior to the first CDCR Trainer Certification
presentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.8.4.1.2
IWTS Training Plan
The IWTS Training Plan shall contain a complete syllabus of how
CDCR Authorized staff will be effectively taught to use the IWTS. The
Training Plan shall include the goals, objectives, timelines, and
benchmarks associated with each training component. The IWTS
Training Plan shall also identify each piece of training material included
in the lesson plan, (i.e., a MS Power Point presentation or quick
reference guide, or ‘wiki’ type links) as well as their intended use and
method(s) of distribution. This IWTS Training Plan shall be subject to
approval by CDCR Operations Manager and modifications as directed.
The IWTS Training Plan shall be kept current by the Prime Contractor
and take into account any modification of features and functionality.
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Global Tel*Link FINAL BID February 28, 2012
The Prime Contractor will provide post-installation training/support
materials that may be used as refresher training including customized
help menus provided in each application, web-based FAQs, Help Desk
support and self-contained training programs (e.g., DVD, web-based).
Bidders shall describe the additional methods of training they intend to
provide for IWTS. These training materials and modification shall be
subject to approval by CDCR Operations.
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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6.8.4.2
Methods of Training for IWTS
The Prime Contractor shall provide training for the following:
6.8.4.2.1
IWTS Investigative Workstation Training
The Prime Contractor shall provide Investigative Workstation Training
on-site in a hands-on environment following initial installation at each
facility. Each site will require one (1) training session during normal
business hours with an estimate of five (5) personnel per active
workstation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.8.4.2.2
IWTS Live Monitoring Terminal Training
The Prime Contractor shall provide Live Monitoring Terminal train-thetrainer training on-site in a hands-on environment to the CDCR
Operations Managers or on limited occasions on-site and hands-on as
requested by the CDCR Operations Managers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.8.4.2.3
IWTS Administration Training
The Prime Contractor shall provide IWTS Administration Training to the
CDCR-HQ Administrative staff prior to IWTS transition and
implementation and as needed throughout the term of the Contract.
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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 will provide IWTS Administration Training to CDCR-HQ Administrative Staff prior to IWTS
transition and implementation and any time as needed throughout the term of the contract.
6.8.5
IWTS USER MANUALS FOR CDCR AUTHORIZED STAFF
The Prime Contractor shall provide and maintain current IWTS User Manuals for
CDCR Authorized Staff.
1) Customized CDCR user manuals shall contain information that pertains
specifically to CDCR authorized staff’s use of the IWTS functionality. There
shall be no references to any features or functionalities that are not provided in
the IWTS environment.
2) CDCR user manuals shall contain detailed and clear instructions on the
operation of the IWTS and software.
3) CDCR user manuals shall be provided prior to the installation at the first
correctional facility and subject to CDCR approval.
4) CDCR user manuals shall be updated at each site as software version updates
and system configuration changes are made.
5) The CDCR user manuals may be copied by the State.
6) The Prime Contractor shall develop and maintain current hard-copy and online
documentation of each CDCR user manual necessary for the IWTS and make
the documentation available to CDCR upon request.
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 prepare, provide, and keep current hard-copy and on-line versions of IWTS User
Manuals for CDCR Authorized Staff. We will:
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
1)
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6.9 IWTS TOOLS AND REPORTS
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6.9
IWTS TOOLS AND REPORTS
Requirement revised per Addendum 7
This section describes the IWTS Tools and Reports to be provided by the Prime Contractor as
management and oversight tools that the State will use throughout the Contract term.
Each tool and report template will be subject to State approval of report layout, detail and
formatting. The Prime Contractor shall implement modifications to the reports during the term of
the Contract at the State’s request at no additional cost.
Within 45 calendar days after Contract award, the State and Prime Contractor will meet to
discuss the timelines and due dates for the implementation and delivery of the tools and reports
in this section. If the Prime Contractor fails to meet the agreed upon implementation and
delivery dates, the State will apply IWTS Service Level Agreements (SLA) to the applicable
Tools and Reports described in Section 6.12.4, IWTS Administrative Service Level Agreements.
All monthly reports shall be provided on a calendar month basis and electronic copies shall be
delivered in Excel file format by the tenth (10th) business day following the end of the reporting
period month and posted to the IWTS Private Web Site.
Bid response shall include samples of each report listed in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Sample Reports
Location Volume IV Literature tab: IWTS Sample Reports page: IV.23
Description:
As required, within 45 calendar days after Contract award the State and GTL will meet to
discuss the timelines and due dates for the implementation and delivery of the tools and reports
required in Section 6.9. GTL will work with the State to finalize report layout, detail, and format.
6.9.1
IWTS INVESTIGATIVE TOOLS AND REPORTS
Per Addendum 3: Revised Requirement
The IWTS shall be capable of generating the following Reports from the IWTS
Investigative Workstations and the Prime Contractor hosted web-based IWTS
application.
Investigative Reports shall be available on demand rather than generated on a regular
basis. Authorized staff shall be able to define the sort parameters and report content
for each report. The ability to generate Investigative Reports will be dependent upon
the CDCR Authorized Staff’s user profile.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
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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
Reference: IWTS Sample Reports
Location Volume IV Literature page IV.23
Description:
6.9.1.1
IWTS Investigative Report Format
Requirement revised per Addendum 7
All IWTS Investigative Reports shall be capable of saving in either Excel or
Adobe format. Specific format requirements include:
1) The cover page shall include the name of the report, date/time report
was generated, the search criteria as described in Section 6.9.1.2,
Investigative Report Fields, and total number of calls listed in the report;
and,
2) All subsequent pages shall include:
a) A header with titles of the respective report field columns,
b) The footer shall include the page number and total number of
pages (i.e., 2 of 5), date/time report was generated, the authorized
user id and investigative workstation identifier (when applicable)
that the report was generated from; and,
c) Sequential numbering in the first column that corresponds with the
individual calls listed on the report.
All reported time and date information shall reflect Pacific Time. The time
and date information shall be synchronized with the same time source that
provides the CDR at each facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
n
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Global Tel*Link FINAL BID February 28, 2012
6.9.1.2
IWTS Investigative Report Fields
Each report shall provide the following information on each IWTS call, with
the capability of sorting data by each field:
97) Link to Call Recording with indicator if call was recorded or not;
98) BNA;
99) Notes Field;
100)Indicator of Played Calls including User ID, Date and Time;
101)Indicator of Copied Calls including User ID, Date and Time;
102)IWTS Station Identifier;
103)CDCR Facility;
104)IWTS Station Location within the CDCR facility;
105)Destination Number (with partial field search capability using a wild
card);
106)Date and Time of IWTS Call;
107)Call Duration (mm:ss);
108)Cost of IWTS Call;
109)Unique File Identifier of Recording;
110)Start Code (drop down list of options provided by the system);
111)End Code (drop down list of options provided by the system);
©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
112)TTY Calls;
113)Alert Group;
114)Rate Type;
115)Call Type;
116)Three-Way calling flag; and,
117)Termination to a Cell Phone flag.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
6.9.1.3
IWTS Investigative Reports
The IWTS shall include the Investigative Reports listed in this section.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.531
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.1.3.1
IWTS Call Detail Reports
The Call Detail Report shall provide the results of specific search criteria
during a specific time period including a list of all the IWTS calls that
meet the user defined search criteria in a logical presentation and not
as a data string. This report shall include all of the elements of the Call
Detail Record described in Section 6.3.3.9.1, IWTS Call Detail Record
Content.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Call Detail Report
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 1
Description:
GTL’s IWTS Call Detail Reporting module provides Call Detail Reports containing all call
records that meet the user-specified search criteria within the given timeframe. The result of a
Call Detail Report search presents call records in report format, ready for saving or printing; not
as data strings. CDCR call detail reports will be configured to include all of the elements of the
Call Detail Record described in Section 6.3.3.9.1. These elements include:
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
11)
12)
13)
14)
15)
16)
17)
18)
19)
20)
Correctional facility from which call was placed;
Telephone Location;
Telephone Station Number;
Start date and time;
End date and time;
Call duration;
Call completion status (complete or incomplete call):
Sequential identification number;
Destination Number (dialed digits);
Destination Number’s city and state, or city and country for International Calls;
Billing Number Address (address, name and telephone number – “BNA”);
Start Code (Method in which the call was accepted or denied);
Reason for call not completed, if applicable;
Type of call (Local, IntraLATA, InterLATA, Interstate, International);
Duration from inmate/ward recording their name until call acceptance;
Alert (whether an alert was issued for the call);
Type of alert (e.g., Three-Way Calling, Hot List Number);
Filename of recording;
End Code (Method of Termination);
Collect or prepaid call (Method of Payment)
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.532
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.1.3.2
IWTS Custom Query
Custom Queries provide CDCR Authorized Staff the ability to define
specific search criteria and save the unique settings with a unique
report name for future use by logged in user. The unique report will be
tied to the CDCR Authorized Staff’s user ID.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Custom Query – Call Duration
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 3
Description:
GTL’s IWTS Call Detail Reporting module allows authorized CDCR users to define specific
search criteria and save that unique set of criteria as a Custom Query for reuse as needed.
Custom report queries are tied to the CDCR Authorized Staff’s user ID. Custom queries saved
with a unique name become available from a drop-list on the Call Detail Reporting screen
6.9.1.3.3
IWTS Frequency by Origination Report
The Frequency by Origination Report shall list the IWTS calls from a
specific IWTS Telephone and shall include each destination number
called and the quantity of completed and attempted calls during a
specified period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Frequency by Origination
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 5
Description:
CDCR’s Frequency by Origination Report will list the IWTS calls from a specific IWTS
telephone and will include each destination number called and the quantity of completed and
attempted calls during a specified time period.
6.9.1.3.4
IWTS Frequency by Destination Report
The Frequency by Destination Report shall list all of the destination
numbers called during a specified period and the quantity of times the
IWTS calls that were made to each destination number.
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 3.533
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Reference: : Sample Report: Frequency by Origination
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 7
Description:
CDCR’s Frequency by Destination Report will list all destination numbers called from
inmate/ward telephones during the specified time period and will show the number of times
each destination number was called; displaying the quantity of attempted and completed calls.
6.9.1.3.5
IWTS Alert Group by Destination Report
The IWTS Alert Group by Destination Report shall list all of the calls that
were made during a designated time period to any destination numbers
that have been designated in the Facility Phone List as an active Alert
Group.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Alert Group by Destination
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 9
Description:
CDCR’s Alert Group by Destination Number Report will list all of the calls that were made
during a designated time period to any destination numbers that have been designated in the
Facility Phone List as an active Alert Group.
6.9.1.3.6
IWTS Alert Group by CDCR Authorized User Report
The IWTS Alert Group by CDCR IWTS Authorized User Report shall list
all of the destination numbers that have been designated in the IWTS
Facility Phone List as an active Alert Group by a specific CDCR
Authorized User.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Alert Group by Authorized User
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 11
Description:
CDCR’s Alert Group by CDCR Authorized User Report will list all of the destination numbers
that have been designated in the Facility Phone List as an active Alert Group by a specific
CDCR Authorized User.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.534
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.1.3.7
IWTS Shared Destination Report
The IWTS Shared Destination Report lists destination numbers that
have received calls from multiple CDCR Facilities within the specified
time period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Shared Destination
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 13
Description:
CDCR’s Shared Destination Report will list all destination numbers that have received calls
from multiple CDCR inmate/wards and/or multiple CDCR facilities within the specified time
period.
6.9.1.3.8
IWTS Station Configuration Report
The IWTS Station Configuration Report lists the unique telephone
station number for each IWTS Telephone within the designated
facility(s). This report shall list the IWTS Station Identifier, the
telephone location and the last time the station configuration record was
updated.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Station Configuration
Location Volume IV Literature Section: IWTS Sample Reports page: Investigative
Reports Page 15
Description:
CDCR’s Station Configuration Report will list the unique telephone station number for each
IWTS telephone within the designated facility or facilities. In addition to the IWTS Station
Identifier, this report will list the telephone location and the last time the station configuration
record was updated.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.535
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.1.4
Search Fields Available for IWTS Ad Hoc Reports
Requirement revised per Addendum 7
The Investigative Workstation tool will include user friendly filters and sort
criteria to customize the Investigative reports. The CDCR Operations
Manager shall request from the Prime Contractor IWTS Customer Service
Ad Hoc Reports that may include a compilation of information from the
other reports described in Section 6.9.1, IWTS Investigative Tools and
Reports. This ad hoc capability will include the ability to request reports by
the search parameters listed in the various reports’ database fields:
118)
119)
CDCR Facility(s);
120)
Start Date/Time;
121)
End Date/Time;
122)
Sort Order (dropdown of all report fields);
123)
BNA;
124)
IWTS Telephone Type;
125)
IWTS Station Identifier;
126)
Station Location;
127)
Destination Number (with partial field to select a range in mm:ss);
128)
Authorized CDCR Staff User ID;
129)
Custom Definable Field;
130)
Completed Calls;
131)
Incomplete Calls;
132)
Recorded Calls;
133)
Played Calls (including user ID date/time);
134)
Three-Way calls;
135)
Copied Calls (including user ID date/time;
136)
Calls with Notes (including user ID date/time);
137)
Call Duration (with definable field to select a range in mm:ss);
138)
Start Code (with drop down list);
139)
End Code (with drop down list);
140)
Alert Group;
141)
Rate Type (with drop down list); and,
142)
©2012 Global Tel*Link
Report Type;
Call Category (with drop down list).
Volume I, Section 3 Technical Response
Page 3.536
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 provides user-friendly investigative tools and reports, including filters and sort
criteria to customize Investigative reports. At the CDCR Operations Manager’s request, GTL’s
IWTS Customer Service will provide Ad Hoc Reports that may include a compilation of
information from the other reports described in Section 6.9.1, IWTS Investigative Tools and
Reports. This ad hoc capability will include the ability to request reports by the search
parameters listed in the various reports’ database fields:
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
11)
12)
13)
14)
15)
16)
17)
18)
19)
20)
21)
22)
23)
24)
25)
Report Type;
CDCR Facility(s);
Start Date/Time;
End Date/Time;
Sort Order (dropdown of all report fields);
BNA;
IWTS Telephone Type;
IWTS Station Identifier;
Station Location;
Destination Number (with partial field to select a range in mm:ss);
Authorized CDCR Staff User ID;
Custom Definable Field;
Completed Calls;
Incomplete Calls;
Recorded Calls;
Played Calls (including user ID date/time);
Three-Way calls;
Copied Calls (including user ID date/time;
Calls with Notes (including user ID date/time);
Call Duration (with definable field to select a range in mm:ss);
Start Code (with drop down list);
End Code (with drop down list);
Alert Group;
Rate Type (with drop down list); and,
Call Category with drop down list.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.537
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.1.5
CDCR IWTS Administrative Reports
6.9.1.5.1
IWTS User ID Creation Report
Per Addendum 3: Revised Requirement
The IWTS User ID Creation Report shall reflect the activity of User ID
accounts created/activated during a specific reporting period. This
Report shall indicate the name of the CDCR Operations Manager or
Prime Contractor’s Authorized Staff who created/activated the account
with the date and time stamp. This report shall detail the CDCR
Operations Manager or IWTS Authorized Staff’s user ID, the user
profiles created/activated, the date the profile was deactivated, the
unique numeric code generated when a user profile is created, last time
logged in, and all updates to the profile.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: User ID Creation
Location Volume IV Literature Section: IWTS Sample Reports page: Administrative
Reports Page 1
Description:
CDCR’s Administrative Reports will include a User ID Creation Report that reflects the activity
of User ID accounts created/activated during the specified reporting period. For each User
Security Profile created/activated (or deactivated) during the specified time period, this report
will indicate:
x
Name and User ID of CDCR Operations Manager or GTL staff member who created the
account
x
Date and Time the User Security Profile account was created/activated or deactivated
x
The unique numeric code assigned to the User Security Profile
x
Last log-in by the user identified in the User Security Profile
x
All updates to the User Security Profile
6.9.1.5.2
IWTS Audit Log Report
The Audit Log Report shall contain the IWTS Investigative User loggedin time and activities (files accessed, calls copied, calls played back,
and notes input) during a specific reporting period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Audit Log Report
Location Volume IV Literature Section: IWTS Sample Reports page: Administrative
Reports Page 2
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.538
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Description:
GTL’s IWTS keeps a complete and verifiable audit trail of log-ins and actions performed by each
IWTS Investigative User. Authorized CDCR-HQ Administrative Staff will be able to access the
system Log and generate reports for all or selected system users and for all or selected
activities such as files accessed, calls copied, calls played-back notes added, et cetera for the
specified reporting period.
6.9.1.5.3
IWTS Live Monitoring Terminal Activity Report
Per Addendum 3: Revised Requirement
The Live Monitoring Terminal Activity Report shall provide a report of
the ON/OFF status of the IWTS Live Monitoring Terminals during a
specific reporting period. This report shall include the identification of
the IWTS Live Monitoring Terminal, and the times that each Terminal
was turned on or off. (Refer to 6.4.2.4, IWTS Live Monitoring Terminal
Identification), all authorized user’s log-on and log-off time,).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Live Monitoring Terminal Activity
Location Volume IV Literature Section: IWTS Sample Reports page: Administrative
Reports Page 3
Description:
The Live Monitoring Terminal Activity Report will provide CDCR-HQ Administrative Staff a
report of the ON/OFF status of Monitoring Terminals during a specific reporting period. This
report will include a description of the Monitoring Terminal location and the times that each
Terminal was turned on or off.
6.9.1.5.4
IWTS Passive Acceptance Report
The Passive Acceptance Report details the destination numbers that
have been set for passive acceptance, including the unique IWTS user
identifier of the CDCR Operations Manager that entered or modified the
passive acceptance status. This report will include the date/time stamp
of status changes to each destination number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Passive Acceptance
Location Volume IV Literature Section: IWTS Sample Reports page: Administrative
Reports Page 4
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.539
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
CDCR’s Passive Acceptance Report will detail the destination numbers that have been set for
passive acceptance, including the unique IWTS user identifier of the CDCR Operations
Manager that entered or modified the passive acceptance status. This report will include the
date/time stamp of status changes to each destination number.
6.9.1.5.5
IWTS Blocked Number Report
The IWTS Blocked Number Report details the telephone numbers that
have been identified as unauthorized to receive IWTS calls. The IWTS
Blocked Number Report will include the unique user identifier of the
personnel that entered or modified the Blocked Number status as well
as the dates of status changes to each number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Blocked Number
Location Volume IV Literature Section: IWTS Sample Reports page: Administrative
Reports Page 5
Description:
CDCR’s Blocked Number Report will detail the telephone numbers that have been identified
as unauthorized to receive IWTS calls. The Blocked Number Report will include the unique
user identifier of the personnel that entered or modified the Blocked Number status as well as
the dates of status changes to each number.
6.9.1.5.6
IWTS Do Not Record Report
The IWTS Do Not Record Report details the telephone numbers that
have been set to not be recorded. The Do Not Record Report shall
include the unique user identifier of IWTS personnel that entered or
modified the “do not record” status as well as the dates of status
changes to each number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Do Not Record
Location: Volume IV Literature Section: IWTS Sample Reports page: Administrative
Reports Page 6
Description:
CDCR’s Do Not Record Report will detail the telephone numbers that have been set to Do Not
Record. The Do Not Record Report will include the unique user identifier of the personnel that
entered or modified the “do not record” status as well as the dates of status changes to each
number.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.540
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.1.5.7
IWTS Data Backup Validation Report
Requirement revised per Addendum 7
The Prime Contractor shall provide IWTS Data Backup Validation
Reports of the data backups to the CDCR Operations Manager on a
monthly basis. These reports shall include confirmation of all file
backups. Complications or problems associated with backup processes
shall also be identified in these monthly reports.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Data Backup Validation
Location: Volume IV Literature Section: IWTS Sample Reports page: Administrative
Reports Page 7
Description:
GTL will provide IWTS Data Backup Validation Reports of the data backups to the CDCR
Operations Manager on a monthly basis. These reports will include confirmation of all file
backups. Any complications or problems associated with backup processes will also be
indicated in these monthly reports
6.9.2
FORMAT OF MONTHLY IWTS REPORTS
The header of each report (to appear centered on each page) shall have the name of
the report and the reporting period (month and year). The footer shall include the page
number and number of pages and “Date Printed: mm/dd/yyyy”.
All reported time and date information shall reflect PT. The time and date information
shall be synchronized with the same time source that provides the CDR at each
facility.
Monthly reports shall include daily totals and a summary of all data at the bottom of the
report.
Summary reports shall be provided for all monthly reports detailing the summary detail
from the monthly reports on a cumulative basis. Summary reports shall begin with the
first month of the Contract and continue with updates for each month throughout the
term of the Contract with annual subtotals. Unless otherwise requested by the State,
annual reports will be based on the calendar year.
Working with the CDCR Operations Manager, the Prime Contractor shall identify
components of the reports that will benefit from conditional formatting to highlight
exception (above, below or otherwise outside of excepted ranges) detail. Use of color
on reports for titles, conditional formatting and other report elements shall be limited to
shades that will remain readable when printed in black and white.
Reports shall not be password protected and shall not be copyrighted or classified as
proprietary.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.541
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Prior to delivery of the first report set, the State will determine whether the reports shall
be delivered as separate and unique files and/or as sheets within a single Excel file.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
The formatting and delivery of monthly IWTS reports provided by GTL will comply with CDCR
specifications and preferences, including but not limited to:
x
Header showing report name and reporting period (month and year) on each page of the
report.
x
Footer showing page number, number of pages, and date printed (mm/dd/yyyy)
x
Date and time information reflecting Pacific Time
Summary reports will be provided for all monthly reports detailing the summary detail from the
monthly reports on a cumulative basis, beginning with the first month of the IWTS Contract with
updates for each month throughout the term of the Agreement with annual subtotals.
We will work with the CDCR Operations Manager to ensure that monthly reports reflect and, if
desirable, highlight any exceptional information such as values that are above, below, or
otherwise outside the expected ranges. GTL will not password-protect, copyright, or classify
CDCR’s monthly reports as proprietary.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.542
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.3
IWTS CUSTOMER SERVICE REPORTS
The Prime Contractor shall provide monthly customer service reports as described.
6.9.3.1
IWTS Trouble Ticket Report
IWTS Trouble Ticket Report shall be provided on a calendar month basis
and electronic copies shall be delivered in Excel file format by the tenth
(10th) calendar day following the end of the reporting period month.
The IWTS Trouble Ticket Report tracks the status and activity of trouble
ticket activity each month. The IWTS Trouble Ticket Report shall be
provided in Excel format so that the CDCR can sort the report on any of the
Report fields. Fields to be included in the IWTS Trouble Ticket Report are
as follows:
143)
IWTS Trouble Ticket Number;
144)
Date and Time Trouble was Reported;
145)
Time and Date Trouble was Closed;
146)
CDCR Facility Name;
147)
Severity of Service Issue (as reported);
148)
Type of Service Reported;
149)
Description of Service Issue;
150)
Issue Resolution;
151)
Follow-up Required; and,
152) The sum of trouble tickets shall be listed at the bottom of the
report, tallying the number of closed tickets and tickets remaining
open. The summary of the trouble ticket information shall be carried
forward to the IWTS Trouble Ticket Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: IWTS Trouble Ticket Report
Location: Volume IV Literature Section: IWTS Sample Reports page: Service &
Maintenance Reports Page 1
Description:
GTL will prepare and provide monthly customer service reports that comply with CDCR
specifications and preferences. The monthly IWTS Trouble Ticket Report will allow CDCR to
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.543
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
track the status and activity related to IWTS service issues. This report will include for each
Trouble Ticket the ten data elements listed below:
1) IWTS Trouble Ticket Number;
2) Date and Time Trouble was Reported;
3) Time and Date Trouble was Closed;
4) CDCR Facility Name;
5) Severity of Service Issue (as reported);
6) Type of Service Reported;
7) Description of Service Issue;
8) Issue Resolution;
9) Follow-up Required; and,
10) The sum of trouble tickets shall be listed at the bottom of the report, tallying the number
of closed tickets and tickets remaining open. The summary of the trouble ticket
information shall be carried forward to the IWTS Trouble Ticket Summary Report.
6.9.3.2
IWTS Daily Average Speed of Answer Reports (Monthly and
Summary)
The IWTS Average Speed of Answer (ASA) Report tracks how quickly
initial answering is provided to callers as one of the methods of measuring
and tracking the quality of service provided. The ASA information shall be
presented in daily measurements and not as an average of averages. The
report shall detail the number of Calls Presented, Call Answered, Calls
Abandoned, ASA and Talk Time for each day of the month (show date and
day of the week). Talk Time is the time that a caller is connected to a
Customer Service Representative (CSR) and does not include the time
while connected to the IVR system.
All ASA data shall be provided separately for calls routed to both English
and Spanish speaking IWTS Customer Support personnel.
This
information shall be summarized at the bottom of the report and carried
forward to the IWTS Daily ASA Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Average Speed of Answer
Location: Volume IV Literature Section: IWTS Sample Reports page: Service &
Maintenance Reports Page 2
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.544
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 monthly and summary IWTS Daily Average Speed of Answer (ASA) Reports
to assist CDCR in evaluating the quality of service we provide. ASA reports will comply with
CDCR specifications and preferences relative to content, format, and delivery methods.
All ASA data shall be provided separately for calls routed to both English and Spanish speaking
IWTS Customer Support personnel. This information will be summarized at the bottom of the
report and carried forward to the IWTS Daily ASA Summary Report.
6.9.3.3
IWTS Customer Service Call Volume Reports (Monthly and
Summary)
The IWTS Customer Service Call Volume Report measures and tracks the
quantities of each type of Customer Service contact by type of contact.
Types of contacts include calls listed by each published IWTS Customer
Service Number (English, Spanish, TTY, International and others), contacts
by letter, e-mail and fax. The information shall be summarized at the
bottom of the report and carried forward to the Call Volume Summary
Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Customer Service Call Volume
Location: Volume IV Literature Section: IWTS Sample Reports page: Service &
Maintenance Reports Page 3
Description:
GTL will provide monthly and summary IWTS Customer Service Call Volume Reports that
comply with CDCR specifications and preferences relative to content, format, and delivery
methods.
The IWTS Customer Service Call Volume Report measures and tracks the quantities of each
type of Customer Service contact by type of contact. Types of contacts will include calls listed
by each published IWTS Customer Service Number (English, Spanish, TTY, International and
others), contacts by letter, e-mail and fax. The information will be summarized at the bottom of
the report and carried forward to the Call Volume Summary Report.
6.9.3.4
IWTS Customer Service Issues by Type Reports (Monthly and
Summary)
The IWTS Customer Service Issues by Type Report measures and tracks
the different types of complaints, issues and compliments. Working with
the CDCR Operations Manager, the Prime Contractor shall identify the
unique categories that describe the type of complaints, issues and
compliments being received by IWTS Customer Service. The report shall
summarize each of the categories into the quantity of items received,
cleared on first contact, cleared in 24-hours, cleared since last reporting
period and still open. Each of these periods shall be summarized at the
bottom of the report and carried forward to the IWTS Customer Service
Issues Summary Report.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.545
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: : Sample Report: Customer Service Issues by Type
Location: Volume IV Literature Section: IWTS Sample Reports page: Service &
Maintenance Reports Page 4
Description:
GTL will provide CDCR with monthly and summary IWTS Customer Service Issues by Type
Reports that comply with CDCR specifications and preferences relative to content, format, and
delivery methods.
The IWTS Customer Service Issues by Type Report measures and tracks the different types of
complaints, issues and compliments. Working with the CDCR Operations Manager, GTL will
identify the unique categories that describe the type of complaints, issues and compliments
being received by IWTS Customer Service. The report will summarize each of the categories
into the quantity of items received, cleared on first contact, cleared in 24-hours, cleared since
last reporting period and still open. Each of these periods will be summarized at the bottom of
the report and carried forward to the IWTS Customer Service Issues Summary Report.
6.9.3.5
IWTS Customer Service Ad Hoc Report Capability
The CDCR Operations Manager shall request from the Prime Contractor
Customer Service Ad Hoc Reports that may include a compilation of
information from the other Customer Service Reports described in Section
6.9.3, IWTS Customer Service Reports. This ad hoc capability will include
the ability to request reports by time frames, called party’s telephone
number, type of issue and any other database field.
Bidders shall describe the ad hoc capability they will provide for IWTS,
including fields that will be provided and any search restrictions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Upon request GTL will provide the CDCR Operations Manager with ad hoc reports, which may
include specified time frames, the called party’s telephone number, type of issue and other
database fields such as: Trouble Ticket Number, Date and Time trouble was reported, CDCR
Facility Name, Severity of Service Issue, Description of Service Issue, and Issue Resolution.
Ad Hoc Reports that may include a compilation of information from the other Customer Service
Reports described in Section 6.9.3, IWTS Customer Service Reports.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.546
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.4
IWTS SERVICE, SUPPORT, AND MAINTENANCE REPORTS
The IWTS Service, Support, and Maintenance Reports shall be provided on a calendar
month basis and electronic copies shall be delivered in Excel file format by the tenth
(10th) calendar day following the end of the reporting period month. Information
included in the reports shall only be related to IWTS activities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL will provide IWTS Service, Support and Maintenance Reports on a calendar month
basis; with electronic copies being delivered in Excel file format by the tenth (10th) calendar day
following the end of the reporting period month. Information included in the reports will only be
related to IWTS activities.
6.9.4.1
Current IWTS Inventory Report (Monthly)
The Current IWTS Inventory Report provides the CDCR Operations
Manager with a complete accounting of the equipment located at CDCR
facilities and connected to the IWTS (whether the Prime Contractor
installed or State owned). The Current IWTS Inventory Report shall include
a separate listing of all equipment at each CDCR facility and a summary of
the total inventory at each facility, by Category of Facility (as defined below)
and statewide totals.
The following fields shall be included for each facility:
1)
Category of Facility (Adult Institution, Adult Camp, Community
Correctional Facility, Female Offender Program, Youth Facility,
Youth Camp, CDCR Field Offices);
2)
Name of the Facility;
3)
Physical Address;
4)
Name of the serving LEC;
5)
Size of Rack space available (where applicable);
6)
The following elements shall be included for each piece of
equipment;
a) Type of hardware equipment:
i.IWTS Telephone Set;
ii.Live Monitoring Terminal;
iii.Live Monitoring Station with Hardwired Cut-Off Switch;
iv.Investigative Workstation;
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.547
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
v.Router;
vi.Modem;
vii.Uninterruptible Power Supply;
viii.LAN;
ix.Controller; or,
x.Any other type of hardware associated with the IWTS.
b) Equipment Identification Number;
c) Equipment Location:
i.Housing Unit;
ii.Yard Location; or,
iii.Building Location.
d) Type of telephone:
i.Standard IWTS telephone; or
ii.TDD/TTY telephone (portable or fixed).
e) Type of Telephone Environment:
i.Indoor; or
ii.Outdoor.
f)
Type of Telephone Enclosure:
i.Wall enclosure;
ii.Booth with doors;
iii.Booth without doors; or
iv.Holding cell.
g) Type of Telephone Mounting:
i.
Wall Mount;
ii.
Pedestal Mount;
iii.
Cart Mount;
iv.
TDD/TTY Portable Mounting; and,
v.
TDD/TTY Fixed Mount.
A summary total of each element shall be provided at the bottom of the
report for each individual CDCR facility, for each Category of Facility, and
summary for all CDCR facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Current IWTS Inventory Report
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.548
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Location: Volume IV Literature Section: IWTS Sample Reports page: Service &
Maintenance Reports Page 5
Description:
GTL will provide a monthly Current IWTS Inventory Report to the CDCR Operations Manager,
which will identify all equipment located at CDCR facilities and connected to the IWTS system
(whether GTL-installed or State owned). The Current Inventory Report will include a separate
listing of all equipment at each CDCR facility and a summary of the total inventory at each
facility and all facilities for statewide totals.
The following fields will be included for each facility:
1)
Category of Facility (Adult Institution, Adult Camp, Community Correctional Facility,
Female Offender Program, Youth Facility, Youth Camp, CDCR Field Offices);
2)
Name of the Facility;
3)
Physical Address;
4)
Name of the serving LEC;
5)
Size of Rack space available (where applicable);
6)
The following elements will be included for each piece of equipment;
d) Type of telephone:
i.
Standard IWTS telephone; or
ii.
TDD/TTY telephone (portable or fixed).
e) Type of Telephone Environment:
©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
iii.Indoor; or
iv.Outdoor.
f)
Type of Telephone Enclosure:
i.
Wall enclosure;
ii.
Booth with doors;
iii.
Booth without doors; or
iv.
Holding cell.
g) Type of Telephone Mounting:
i.
Wall Mount;
ii.
Pedestal Mount;
iii.
Cart Mount;
iv.
TDD/TTY Portable Mounting; and,
v.
TDD/TTY Fixed Mount.
6.9.4.2
IWTS Network Performance Reports
The IWTS Network Performance Reports will be identified by the State on
an as-needed basis to support network oversight and SLA compliance.
These reports may be a modification of existing report sets or a unique
combination of other measuring and tracking elements. The Prime
Contractor shall work cooperatively with the State in developing these
reports. The State may request that the report template become a standard
monthly report to be included with other monthly reports.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Network Performance
Location: Volume IV Literature Section: IWTS Sample Reports page: Service &
Maintenance Reports Page 6
Description:
GTL will work cooperatively with the State to define and develop Network Performance
Reports that will assist the State in overseeing and evaluating the performance of our CDCR
IWTS network. These reports can be provided on an as-needed or monthly basis, depending on
the State’s preference.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.550
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.5
IWTS CALL VOLUME AND REVENUE REPORTS (MONTHLY AND SUMMARY)
The purpose of IWTS Call Volume and Revenue Reports is to measure and track
IWTS Call Volume and the associated Revenue. Reports of IWTS Telephone System
Call Volume shall be provided on a calendar month basis and delivered in electronic
format in Microsoft Excel file format and posted on the IWTS Private Web Portal by the
tenth (10th) calendar day following the end of the reporting period month. These
reports will present the Call Volume from several perspectives as described in this
section.
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 monthly and summary IWTS Call Volume and Revenue Reports that allow
CDCR to measure and track IWTS call volume and associated revenue from inmate/ward calls.
These reports will be provided on a calendar month basis and delivered in electronic format in
Microsoft Excel file format and posted on the IWTS Private Web Portal by the tenth calendar
day following the end of the reporting period month. These reports will present the Call Volume
from several perspectives as detailed below.
6.9.5.1
IWTS Call Volume by Facility Report (Monthly and Summary)
Requirement per Addendum 7
The IWTS Call Volume by Facility Report will list separately the Call
Elements for each CDCR facility. Call Elements include Call Attempts, Call
Completions, Call Conversation Minutes and Call Revenue as columns.
Separate rows will subdivide the Call Volume by Local, IntraLATA,
InterLATA, Interstate and International Call Volume with a row for the total
of all call traffic. Youth Facilities shall be listed first with a separate subtotal
for all of these facilities. The Adult Facilities will also have a separate
subtotal. A summary row for each facility will be included and a Summary
Table detailing the summation of each call destination (Local, IntraLATA,
InterLATA, Interstate and International) by Call Element of all facilities will
be provided at the end of the report. The Summary Table for each month
will be carried forward to the cumulative IWTS Call Volume Summary
Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Summary Call Volume by Facility
Location: Volume IV Literature Section: IWTS Sample Reports page: Volume &
Revenue Insert 1
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.551
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 Call Volume by Facility Report will list separately the call elements for each
CDCR facility. Call Elements will include Call Attempts, Call Completions, Call Conversation
Minutes and Call Revenue as columns.
x
Separate rows will subdivide the Call Volume by Local, IntraLATA, InterLATA, Interstate
and International Call Volume with a row for the total of all call traffic.
x
Youth Facilities shall be listed first with a separate sub-total for all of these facilities. The
Adult Facilities will also have a separate sub-total.
x
A summary row for each facility will be included and, at the end of the report, a Summary
Table detailing the summation of each call destination (Intrastate, Interstate and
International) by Call Element of all facilities will be provided. The Summary Table for
each month will be carried forward to a cumulative Call Volume Summary Report.
6.9.5.2
IWTS Call Volume by Category of Call Type Report (Monthly and
Summary)
Per Addendum 3: Revised Requirement
The IWTS Call Volume by Category of Call Type Report will list separately,
as columns, each of the Call Categories with sub-columns of Completed
Calls, Conversation Minutes and Revenue with columnar totals and totaled
by row with each of the Call Type (Local, IntraLATA, InterLATA, Interstate
and International). Each of these Call Categories (with their sub-columnar
elements) shall be summarized at the bottom of the report and carried
forward to the Call Volume by Type of Call Summary Report. The report
shall also list the total number of unique destination numbers called during
the report period on a separate row.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Call Volume by Category of Call Type (Monthly)
Location: Volume IV Literature Section: IWTS Sample Reports page: Volume &
Revenue Insert 2
Reference: document: Sample Report: Call Volume by Category of Call Type (Summary)
Location: Volume IV Literature Section: IWTS Sample Reports page: Volume &
Revenue Insert 3
Description:
GTL’s IWTS Call Volume by Category of Call Type Report will list separately, as columns,
each of the Call Categories with sub-columns of Completed Calls, Conversation Minutes and
Revenue with columnar totals and totaled by row with each of the Call Type (Local, IntraLATA,
InterLATA, Interstate and International). Each of these Call Categories (with their sub-columnar
elements) will be summarized at the bottom of the report and carried forward to the Call Volume
by Type of Call Summary Report. The report will also list the total number of unique destination
numbers called during the report period on a separate row.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.552
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.5.3
IWTS Daily Call Volume by Call Type Report
Per Addendum 3: Revised Requirement
The IWTS Daily Call Volume by Call Type Report will provide a daily view
of the Call Volume listing the Local, IntraLATA, InterLATA, Interstate and
International Call Volume in columns with sub-columnar listings of calls,
minutes and revenue for each of the destination types. Rows will list each
day of the month with the date and day of the week with a summary row at
the bottom of the report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Daily Call Volume by Call Type
Location: Volume IV Literature Section: IWTS Sample Reports page: Volume &
Revenue Insert 4
Description:
GTL’s IWTS Daily Call Volume by Call Type Report will provide a daily view of the Call
Volume listing the Local, IntraLATA, InterLATA, Interstate and International Call Volume in
columns with sub-columnar listings of calls, minutes and revenue for each of the destination
types. Rows will list each day of the month with the date and day of the week with a summary
row at the bottom of the report.
6.9.5.4
IWTS Daily Call Volume for International Calls Report
The IWTS Daily Call Volume for International Calls Report will provide a
daily view of the Call Volume listing the countries in columns with subcolumnar listings of calls, minutes and revenue for each of the countries.
Rows will list each day of the month with the date and day of the week with
a summary row at the bottom of the report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: : Sample Report: Daily Call Volume for International Calls
Location: Volume IV Literature Section: IWTS Sample Reports page: Volume &
Revenue Insert 5
Description:
GTL’s Daily Call Volume for International Calls Report will provide a daily view of
International Call Volume; listing countries in columns with sub-columnar listings of calls,
minutes and revenue for each of the countries. Rows will list each day of the month with the
date and day of the week with a summary row at the bottom of the report
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.553
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.9.5.5
IWTS Data File
Upon the request of the State, the Prime Contractor shall produce a comma
delimited (*.CSV) text file of all call records and call record elements for a
given timeframe. The request may be on an Ad Hoc or on a reoccurring
monthly basis. Delivery of the file shall be within five (5) calendar days of
the request. There shall be no limit to the time period of the requested
data, from the beginning of the Contract period to the date of the request.
The State may request that the data be filtered or sorted on any of the data
elements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
Upon the request of the State, GTL will produce and provide a comma delimited (*.CSV) text file
of all call records and call record elements for any given timeframe and, if needed, filtered and
sorted according to CDCR preference. Following the request, whether ad hoc or recurring
monthly, GTL will provide this data file within five (5) calendar days of the request.
There will be no limit to the time period of the requested data, from the beginning of the Contract
period to the date of the request. The State may request that the data be filtered or sorted on
any of the data elements.
6.9.6
IWTS AD HOC REPORTS
IWTS Ad Hoc Reports will be identified by the State on an as-needed basis. These
reports may be a modification of existing report sets or a unique combination of other
measuring and tracking elements. The Prime Contractor shall work cooperatively with
the State in developing the IWTS Ad Hoc Reports. There shall be no limit to the
number of ad hoc report requests. Upon identifying a report template, the Prime
Contractor will deliver the report within ten (10) calendar days. The State may request
that the report template become a standard monthly report to be included with other
monthly reports.
The IWTS Ad Hoc Reports shall allow the State to generate reports from any element
in the database that may be useful in performing trending, statistical analysis or other
State obligatory requests.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.554
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL will work cooperatively with the State in developing IWTS Ad Hoc Reports on an asneeded basis. GTL will provide ad hoc reports within ten calendar days of the request. These
reports may be a modification of existing report sets or a unique combination of other measuring
and tracking elements. There will be no limit to the number of ad-hoc reports that may be
requested. The IWTS Ad Hoc Reports shall allow the State to generate reports from any
element in the database that may be useful in performing trending, statistical analysis or other
State obligatory requests.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.555
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.10 IWTS FINANCIAL REPORTS
©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
6.10
IWTS FINANCIAL REPORTS
Per Addendum 3: Revised Requirement and Added Bidder’s Response Block
The Prime Contractor shall provide recurring monthly revenue reports to the State Contract
Manager identified in SOW, Section 4, Administration of Contract, by the tenth (10th) calendar
day of each month. These reports are separate from the monthly reporting process described in
Section 6.9, IWTS Tools and Reports.
The report shall have header and footer appear on each page with the name of the report and
reporting period centered on the header of each page. The footer shall include the page
number and number of pages and “Date Printed: mm/dd/yyyy”.
The Prime Contractor shall provide these reports on a calendar month basis and deliver in
electronic format in Microsoft Excel and posted to the IWTS Private Web Portal. All revenue
figures shall be calculated and displayed in U.S. dollars and cents.
For purposes of these reports, Call Categories are defined as follows (other call categories shall
be added as necessary):
1)
Collect Local;
2)
Collect IntraLATA;
3)
Collect InterLATA;
4)
Collect Interstate
5)
Prepaid Local;
6)
Prepaid IntraLATA;
7)
Prepaid InterLATA;
8)
Prepaid Interstate;
9)
Prepaid International (per country); and,
10) Prepaid cellular.
The Prime Contractor will provide each of the Financial Reports described for CDCR facilities
identified in Exhibit 6-C1, Adult Institution IWTS Locations, through 6-G1, Youth IWTS Facility
Locations, by facility to the Statewide Telecommunications Network Division, Contracts
Management Section as identified in SOW, Section 4, Administration of Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will provide monthly financial reports that meet CDCR needs and requirements. Monthly
reports will be formatted with CDCR’s required header and footer information and will be
©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
delivered in electronic Microsoft Excel format and posted to GTL’s IWTS Private Web Portal. All
revenue figures will be calculated and displayed in U.S. dollars and cents.
Call Categories for these reports will initially be defined as follows and other call categories may
be added as necessary:
1)
Collect Local;
2)
Collect IntraLATA;
3)
Collect InterLATA;
4)
Collect Interstate
5)
Prepaid Local;
6)
Prepaid IntraLATA;
7)
Prepaid InterLATA;
8)
Prepaid Interstate;
9)
Prepaid International (per country); and,
10) Prepaid cellular.
GTL will provide each of the Financial Reports described for CDCR the facilities identified in
Exhibit 6-C1, Adult Institution IWTS Locations, through 6-G1, Youth IWTS Facility Locations, by
facility to the Statewide Telecommunications Network Division, Contracts Management Section
as identified in SOW, Section 4, Administration of Contract.
6.10.1 IWTS SUMMARY MINUTES BY CALL CATEGORY REPORT
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide as part of the monthly revenue reports an IWTS
Summary Minutes by Call Category Report, which shall include the following:
2)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate, International grouping;
3)
Number of calls (by each Call Category);
4)
Minutes of calls (by each Call Category);
5)
Gross billable call revenue (by each Call Category);
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable call revenue for each
correctional facility; and,
9)
Totals calculated and displayed for each Call Category, total calls, total minutes,
and total revenue across all correctional facilities and shall include subtotals and
totals for each of the categories.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.558
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 as part of the monthly revenue reports an IWTS Summary Minutes by Call
Category Report, which will include the following information:
1)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate, International grouping;
3)
Number of calls (by each Call Category);
4)
Minutes of calls (by each Call Category);
5)
Gross billable call revenue (by each Call Category);
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable call revenue for each
correctional facility; and,
9)
Totals calculated and displayed for each Call Category, total calls, total minutes,
and total revenue across all correctional facilities and shall include subtotals and
totals for each of the categories.
6.10.2 MONTHLY IWTS DISTRIBUTION OF REVENUES BY CALL CATEGORY SUMMARY
Revised Requirement per Addendum 11
The Prime Contractor shall provide as part of the monthly revenue reports a Monthly
IWTS Distribution of Revenues by Call Category Summary. This report shall be the
summation of all calls placed through IWTS for the entire State and supporting
documentation from each individual correctional facility. The following information
shall be included for each Call Category:
3)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Call party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
©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
10) Per minute revenue by Call Category;
11) Gross billable tax revenue by Call Category;
12) Gross billable revenue by Call Category;
13) Percentage of gross billable revenue by Call Category;
14) Gross billable prepaid account setup fee revenue; and,
15) Grand totals calculated and displayed for each Call Category, total calls, total
average minutes per call, total minutes, total per minute revenue, total gross
billable tax revenue, and total gross billable revenue across all CDCR facilities.
These shall include subtotals and totals for each of the categories.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
As part of the monthly revenue report set for CDCR, GTL will provide a report for IWTS Monthly
Distribution of Revenues by Call Category Summary. This report will summarize all calls
placed through the IWTS for the entire State and supporting documentation from each individual
correctional facility.
The Monthly Distribution of Revenues by Call Category Summary report will be formatted with
CDCR’s required header and footer information and contain the following data fields:
4)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Call party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
10) Per minute revenue by Call Category;
11) Gross billable tax revenue by Call Category;
12) Gross billable revenue by Call Category;
13) Percentage of gross billable revenue by Call Category;
14) Gross billable prepaid account setup fee revenue; and,
15) Grand totals calculated and displayed for each Call Category, total calls, total
average minutes per call, total minutes, total per minute revenue, total gross
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.560
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
billable tax revenue, and total gross billable revenue across all CDCR facilities.
These shall include subtotals and totals for each of the categories.
6.10.3 IWTS CORRECTIONAL FACILITY SUMMARY REPORT
The Prime Contractor shall provide, as part of the monthly revenue reports, an IWTS
Correctional Facility Summary Report which shall include the following:
5)
Report period (month);
2)
Correctional facility name;
3)
Number of calls;
4)
Minutes of calls;
5)
Gross billable revenue including unique calls and international calls;
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable revenue for each correctional
facility;
9)
Totals calculated and displayed for the number of unique called numbers for
entire Contract; and,
10) Totals calculated and displayed for the total number of International calls for the
entire Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
With the monthly revenue report set we provide to CDCR will be an IWTS Correctional Facility
Summary report that will be formatted with CDCR’s required header and footer information and
will include the following:
6)
Report period (month);
2)
Correctional facility name;
3)
Number of calls;
4)
Minutes of calls;
5)
Gross billable revenue including unique calls and international calls;
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable revenue for each correctional
facility;
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
9)
Totals calculated and displayed for the number of unique called numbers for
entire Contract; and,
10) Totals calculated and displayed for the total number of International calls for the
entire Contract.
6.10.4 MONTHLY IWTS REVENUE ANALYSIS REPORT
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide a Monthly IWTS Revenue Analysis Report which
shall include:
7)
Report period (month);
2)
Correctional facility name;
3)
Local, IntraLATA, InterLATA, Interstate and International grouping;
4)
Gross billable revenue (by call type) for each month in current State fiscal year
(July through June);
5)
Total gross billable revenue across all collect call types per month in State fiscal
year;
6)
Subtotals for each Call Category for a correctional facility across the State fiscal
year (to date); and,
7)
Grand totals of all subtotals of each of the categories calculated and displayed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
With the monthly revenue report set we provide to CDCR will be an IWTS Monthly Revenue
Analysis report that that will be formatted with CDCR’s required header and footer information
and will include the following:
8)
Report period (month);
2)
Correctional facility name;
3)
Local, IntraLATA, InterLATA, Interstate and International grouping;
4)
Gross billable revenue (by call type) for each month in current State fiscal year
(July through June);
5)
Total gross billable revenue across all collect call types per month in State fiscal
year;
6)
Subtotals for each Call Category for a correctional facility across the State fiscal
year (to date); and,
©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
7)
Grand totals of all subtotals of each of the categories calculated and displayed.
6.10.5 CUMULATIVE IWTS USAGE FOR STATE FISCAL YEAR AND CALENDAR YEAR
REPORTS
Revised Requirement per Addendum 11
The Prime Contractor shall provide as part of the monthly revenue reports Cumulative
IWTS Usage for Fiscal Year and Calendar Year reports. The Cumulative IWTS Usage
for Fiscal Year report shall include a summary for all months in a State fiscal year (July
through June). The Cumulative IWTS Usage for Calendar Year shall include a
summary for all months in a calendar year (January through December). Reports shall
include:
9)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Called party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
10) Per minute revenue by Call Category;
11) Gross billable tax revenue by Call Category;
12) Gross billable revenue by Call Category;
13) Percentage of gross billable revenue by Call Category;
14) Grand totals for each month calculated and displayed for each Call Category, total
calls, total average minutes per call, total minutes, total gross billable tax revenue,
and total gross billable revenue for each month. These shall include subtotals and
totals for each of the categories; and,
15) Cumulative grand totals for the year (both State fiscal and calendar) calculated
and displayed for total Local, IntraLATA, InterLATA, Interstate, and International
calls, total average minutes per call, total minutes, total per minute revenue, total
gross billable tax revenue, and total gross billable revenue.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes 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 will provide as part of the monthly revenue reports Cumulative IWTS Usage for Fiscal
Year and Cumulative IWTS Usage for Calendar Year Reports. The Cumulative Usage for
Fiscal Year report will include a summary for all months in a fiscal year (beginning of July
through the end of June). The Cumulative Usage for Calendar Year will include a summary for
all months in a calendar year (beginning of January through the end of December). Both
reports will be formatted with CDCR’s required header and footer information and include at a
minimum the data fields below:
10) Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Called party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
10) Per minute revenue by Call Category;
11) Gross billable tax revenue by Call Category;
12) Gross billable revenue by Call Category;
13) Percentage of gross billable revenue by Call Category;
14) Grand totals for each month calculated and displayed for each Call Category, total
calls, total average minutes per call, total minutes, total gross billable tax revenue,
and total gross billable revenue for each month. These shall include subtotals and
totals for each of the categories; and,
15) Cumulative grand totals for the year (both State fiscal and calendar) calculated
and displayed for total Local, IntraLATA, InterLATA, Interstate, and International
calls, total average minutes per call, total minutes, total per minute revenue, total
gross billable tax revenue, and total gross billable revenue.
6.10.6 MONTHLY IWTS TRACKING REPORT
Revised Requirement per Addendum 7
The Prime Contractor shall provide as part of the monthly revenue reports a Monthly
IWTS Tracking Report. The Monthly IWTS Tracking Report shall include a summary
for all months in a State fiscal year (July through June) and in a calendar year
(January through December). The report shall track total Contract minutes for each
month and include:
1. Month;
2. Total minutes; and,
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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
3. Cumulative grand totals for the year (both State fiscal and calendar) shall be
calculated and displayed for total minutes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL will provide as part of the monthly revenue reports a Monthly IWTS Tracking report. This
report will include a summary for all months in a fiscal year (beginning of July through end of
June) and in a calendar year (beginning of January through the end of December). The report
will track total Contract minutes for each month and include: Month; Total Month Minutes; and
cumulative Grand Total Minutes for the year (both State fiscal and calendar).
6.10.7 CUMULATIVE MONTHLY IWTS ADMINISTRATIVE FEES REPORT
The Prime Contractor shall provide a Cumulative Monthly Administrative Fees Report
to the State which shall include:
11) State fiscal year;
2)
Monthly;
3)
Wired date;
4)
Wired amount;
5)
Total cumulative wired amount to date;
6)
Wired transaction number; and,
7)
Contact phone number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will provide a Cumulative Monthly IWTS Administrative Fees report to the State which
will include: 1) State fiscal year; 2) Monthly; 3) Wired date; 4) Wired amount; 5) Total cumulative
wired amount to date; 6) Wired transaction number; and 7) Contact phone number.
©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
6.11 IWTS WEB SITE PORTALS
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6.11
IWTS WEB SITE PORTALS
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide an IWTS public and private web portals. The public web
portal shall address the needs of called parties. The private web portal will address the needs
of the State staff required for the administration and oversight of the IWTS as well as the
Authorized Investigative Users. The portals shall be accessible using the latest versions of
industry standard browsers for both PC and Apple platforms. At the State’s request, the Prime
Contractor shall make system changes at no additional cost or increase to billing rates.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will provide an IWTS public web portal to address the needs of called parties and a private
web portal to address the needs of CDCR and State staff that will be administering and
overseeing the IWTS system as well as the Authorized Investigative Users. These Website
portals will be accessible using the latest versions of industry standard browsers for both PC
and Apple platforms. Upon the State’s request, GTL will make timely changes to the Web
portals in support of the needs of the State at no additional costs or additions to billing rates.
At the State’s request, GTL will make system changes at no additional cost or increase to billing
rates.
6.11.1 IWTS PUBLIC WEB SITE
Per Addendum 3: Revised Requirement
The Prime Contractor shall provide and maintain an IWTS Public Web Site that shall
be updated weekly. All information, data and forms must be approved by CDCR
Operations Manager before posting to this web site. The web site shall include the
following:
12) A list of all products and services with descriptions and product codes, including
product and service features;
2)
Product and service rates;
3)
Contract language and amendments;
4)
Customer’s Frequently Asked Questions (FAQs);
5)
Customer ordering instructions;
6)
End-User Escalation Process;
7)
URL to the IWTS on-line User Guide;
8)
URL to State and/or CDCR web site;
9)
Description of payment options;
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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
10) Customer Service toll free numbers for Domestic and International calls;
11) A current list of International Countries serviced;
12) Customer service trouble reporting contact information (Intrastate, Interstate and
International); and,
13) Access to End-User account and/or URL to payment services as described in
Section 6.14, IWTS Billing Requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL’s Public IWTS Web Site for relatives and friends of CDCR inmate/wards will be maintained
and updated weekly. All information, data, and forms will be approved by CDCR Operations
Manager before posting to the Public Web Site. At a minimum, our public Web site will include
the thirteen (13) elements below:
13) A list of all products and services with descriptions and product codes, including
product and service features;
2)
Product and service rates;
3)
Contract language and amendments;
4)
Customer’s Frequently Asked Questions (FAQs);
5)
Customer ordering instructions;
6)
End-User Escalation Process;
7)
URL to the IWTS on-line User Guide;
8)
URL to State and/or CDCR web site;
9)
Description of payment options;
10) Customer Service toll free numbers for Domestic and International calls;
11) A current list of International Countries serviced;
12) Customer service trouble reporting contact information (Intrastate, Interstate and
International); and,
13) Access to End-User account and/or URL to payment services as described in
Section 6.14, IWTS Billing Requirements.
©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
6.12 IWTS SERVICE LEVEL AGREEMENTS
©2012 Global Tel*Link
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Global Tel*Link FINAL BID February 28, 2012
6.12
IWTS SERVICE LEVEL AGREEMENTS
Requirement revised per Addendum 7
The intent of this section is to provide the End Users, CDCR Authorized Staff and Prime
Contractor with requirements that define and assist in the management of the IWTS Service
Level Agreements (SLAs). This section identifies and explains the required SLAs for the
business and systems requirements. The Prime Contractor’s services include everything from
the planning and installation of the on-site IWTS to the ‘back-end’ systems that manage, control
and support each of the components that make up the complete IWTS.
This section defines performance objectives, measurement processes, and Rights and
Remedies.
General Requirements:
The Prime Contractor shall act as the single point of contact coordinating all entities to
meet the State’s needs for provisioning, maintenance, restoration and resolution of
service issues or that of their Affiliates, subsidiaries, any Subcontractors, or resellers
under this Contract.
All SLAs will be applied 24 hours a day, seven (7) days a week.
All SLAs shall be classified as either Technical or Administrative.
Unless otherwise stated in the SLA, all technical SLAs shall be applied to all systems and
components.
1) The Prime Contractor shall monitor all service levels and identify when the service has
failed to meet the SLA objective identified in Sections 6.12.3, IWTS Technical Service
Level Agreements, and 6.12.4, IWTS Administrative Service Level Agreements. The
Prime Contractor will apply rights and remedies in accordance with SOW Section 11,
Annual Run Rate Cost Adjustments. The Prime Contractor will apply and report all SLA
occurrences to the State on a monthly basis in accordance to Section 6.12.5, IWTS
Service Level Agreement Reports.
2) The State will perform periodic SLA audits to ensure the Prime Contractor is accurately
identifying, reporting and applying remedies for all SLAs. There is no expiration for
applying Rights and Remedies. The State may elect to recalculate any previous years’
Conversation Minutes (CM) or IWTS Service Level Agreement Rights and Remedies
Minutes (ISLARRM) as defined in SOW, Section 11, Annual Run Rate Cost Adjustment,
as a result of a revised monthly SLA report. The Prime Contractor shall correct all errors
within 30 calendar days of written notification from 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
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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 will act as the single point of contract coordinating all entities to meet the State’s needs for
provisioning, maintenance, restoration and resolution of service issues or that of our affiliates,
subsidiaries, subcontractors or resellers under this Contract. We understand that:
All SLAs will apply 24 hours a day, 7 days a week.
All SLAs will be classified as either Technical or Administrative.
We further understand that, unless otherwise stated in the SLA, all technical SLAs shall be
applied to all systems and components.
1) GTL will monitor all service levels and identify when the service has failed to meet the SLA
objective identified in Sections 6.12.3, IWTS Technical Service Level Agreements, and
6.12.4, IWTS Administrative Service Level Agreements. GTL will apply rights and remedies
in accordance with SOW Section 11, Annual Run Rate Cost Adjustments. GTL will apply
and report all SLA occurrences to the State on a monthly basis in accordance to Section
6.12.5, IWTS Service Level Agreement Reports.
2) GTL understands that the State will perform periodic SLA audits to ensure GTL is accurately
identifying, reporting and applying remedies for all SLAs and may elect to recalculate any
previous years’ Conversation Minutes (CM) or IWTS Service Level Agreement Rights and
Remedies Minutes (ISLARRM) as defined in SOW, Section 11, Annual Run Rate Cost
Adjustment, as a result of a revised monthly SLA report. There is no expiration for applying
Rights and Remedies. GTL will correct all errors within 30 calendar days of written
notification from the State.
6.12.1 IWTS RIGHTS AND REMEDIES
Requirement revised per Addendum 7
If an outage/performance event fails to meet one (1) or more of the IWTS SLA
objectives, only the SLA with the largest ISLARRM will be applied.
To the extent that Prime Contractor offers additional or more advantageous rights
and/or remedies to customers for similar services offered through other on-line service
guides or other programs, the State shall be entitled to exercise the rights and/or
remedies therein.
Rights and Remedies will apply to each SLA in which the SLA objective was missed.
The Rights and Remedies compensation for missed SLA objectives may require the
Prime Contractor to apply “penalty minutes” to the ISLARRM totals every month as
described in SOW, Section 11, Annual Run Rate Cost Adjustments.
The Prime Contractor will apply the Rights and Remedies for each device,
circuit/phone number, and application impacted by the service failure.
The Prime Contractor will automatically calculate, report, and apply all Rights and
Remedies.
Rights and Remedies shall be assessed monthly and applied toward the ISLARRM
totals within 60 calendar days from the last day of the month in which the SLA
objective was missed.
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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
In addition, Rights and Remedies for all SLAs will allow the option for the State to
invoke the escalation process described 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:
page
Location
paragraph
Description:
GTL understands that if an outage/performance event fails to meet one or more of the IWTS
SLA objectives, only the SLA with the largest ISLARRM will be applied.
During the term of the Contract, to the extent that GTL offers additional or more advantageous
rights and/or remedies to similarly-situated customers that are offered through on-line service
guides or other programs, these rights or remedies will be made available to CDCR. 'Similarlysituated' customers are those customers with inmate facilities that house the same number of
inmates, require the same number of inmate/ward phones and services, account for the same
degree of call volume, request the same network facilities, and have the same cost structure, as
the CDCR under the instant contract. The products, services, costs, and SLA rights and/or
remedies associated with each customer are customized for that customer, and disparity that
exists among individual requirements of any given customer requires GTL to adjust the terms
and conditions under which it can provide similar products and services.
GTL will automatically calculate, report, and apply all rights and remedies.
Rights and Remedies shall be assessed monthly and applied toward the ISLARRM totals within
60 calendar days from the last day of the month in which the SLA objective was missed.
In addition, Rights and Remedies for all SLAs will allow the option for the State to invoke the
escalation process described in Section 6.13.3, IWTS Escalation Plan.
6.12.2 IWTS TROUBLE TICKET STOP CLOCK CONDITIONS
The IWTS Trouble Ticket Stop Clock Conditions will allow the Prime Contractor to
adjust the SLA outage durations based on the criteria described below.
Stop Clock criteria include:
14) Periods when a restoration or testing effort is delayed at the specific request of the
CDCR authorized staff. The Stop Clock condition shall exist during the period the
Prime Contractor was delayed, provided that reasonable and documented efforts
are made to contact the CDCR authorized staff during the applicable Stop Clock
period.
2)
Time after a service has been restored, but CDCR authorized staff request that
the ticket be kept open for observation. If the service is later determined by the
CDCR authorized staff to not have been restored, the Stop Clock shall continue
until the time the CDCR authorized staff notifies the Prime Contractor that the
service has not been restored.
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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
9)
An outage directly related to any properly performed scheduled maintenance or
upgrade by the Prime Contractor. Any such Stop Clock condition shall not extend
beyond the scheduled period of the maintenance or upgrade. SLAs will apply for
any maintenance caused outage beyond the scheduled maintenance period.
Outages occurring during a scheduled maintenance or upgrade period and not
caused by the scheduled maintenance shall not be subject to this Stop Clock
criteria.
10) Any problem or delay caused by a third party not under the control of the Prime
Contractor, not reasonably preventable by the Prime Contractor, including cable
cuts not caused by the Prime Contractor. The Prime Contractor’s affiliates,
subsidiaries, or Sub Contractors shall be deemed to be under the control of Prime
Contractor with respect to the equipment, services, or facilities to be provided
under this Contract.
11) Force Majeure events, as defined in Attachment 2, General Provisions –
Information Technology (GSPD-401IT, 06/08/10) of the Contract.
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 read, understands and agrees with all Trouble Ticket Stop Clock Conditions defined in
6.12.2.
©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
6.12.5 IWTS SERVICE LEVEL AGREEMENT REPORTS
The IWTS Monthly Service Level Agreement Reports shall be posted to the Prime
Contractor’s private web site. The report(s) must be loaded onto the web site and
available to CDCR Operations Manager and California Technology Agency
(Technology Agency) in a data extractable application. The Prime Contractor shall
provide the reports as described in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
Monthly Service Level Agreement Reports will be posted to GTL’s private web site and made
available to the CDCR Operations Manager and Technology Agency in a data extractable
application.
6.12.5.1 Monthly IWTS Trouble Ticket Report
All trouble tickets must appear in a SLA report within 60 calendar days of
the trouble ticket service restoration time stamp. The report shall list all
trouble tickets with a service restoration time stamp occurring within the
reported month, including tickets not qualifying for Rights and Remedies.
This report shall show which SLA Rights and Remedies were applied to
each ticket number, when applicable.
The Monthly IWTS Trouble Ticket Report shall include the following detail:
1)
Report period;
2)
Prime Contractor’s trouble ticket number;
3)
Circuit number/service ID/phone number/device ID;
4)
Service type;
5)
Brief trouble symptom;
6)
Brief restoration description;
7)
Name of CDCR facility;
8)
Service address of reported trouble. Separate fields and no
abbreviations for each;
a) Street;
b) Suite,
c) City; and,
d) Zip Code.
9)
©2012 Global Tel*Link
Ticket open date;
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Global Tel*Link FINAL BID February 28, 2012
10) Open time;
11) Problem restoration date;
12) Problem restoration time stamp;
13) Problem restoration duration;
14) Total stop clock duration;
15) Outage duration;
16) Yes/No if qualified for SLA;
17) QoS disposition code;
18) Type of SLA applied; and,
19) Rights and Remedies applied to each ticket (minute
amounts/bandwidth increase), when applicable.
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 a Monthly IWTS Trouble Ticket Report that meets the content and format
requirements of the CDCR Operations Manager and Technology Agency. All trouble tickets will
appear in an SLA within 60 calendar days of the trouble ticket service restoration date. The
Monthly IWTS Trouble Ticket Report will include the following detail:
1) Report period;
2) Prime Contractor’s trouble ticket number;
3) Circuit number/service ID/phone number/device ID;
4) Service type;
5) Brief trouble symptom;
6) Brief restoration description;
7) Name of CDCR facility;
8) Service address of reported trouble. Separate fields and no abbreviations for each;
a) Street;
b) Suite,
c) City; and,
d) Zip Code.
9) Ticket open date;
10) Open time;
11) Problem restoration date;
12) Problem restoration time stamp;
13) Problem restoration duration;
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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
14) Total stop clock duration;
15) Outage duration;
16) Yes/No if qualified for SLA;
17) QoS disposition code;
18) Type of SLA applied; and,
19) Rights and Remedies applied to each ticket (minute amounts/bandwidth increase), when
applicable.
6.12.5.2 IWTS Catastrophic (CAT) Outage SLA Report
CAT outages shall be reported independently on a per occurrence basis.
An IWTS Catastrophic (CAT) Outage SLA Report shall be provided to
CDCR within 60 calendar days of the restoration date. CAT reports shall
include the following information: reporting period, date and time of
occurrence, circuit number/service ID/phone number(s)/device ID, product
type, transport type (e.g., DS0, DS1) (if applicable), CDCR facility name,
ticket open date, ticket open time, problem restoration time stamp, problem
restoration time, total stop clock duration, outage duration, and Rights and
Remedies.
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 an IWTS Catastrophic Outage SLA Report that meets the content and format
requirements of the CDCR Operations Manager and Technology Agency. The Catastrophic
Outage Report will be provided on a per occurrence basis within 60 days of the restoration date.
6.12.5.3 Monthly IWTS SLA Summary Report
The Prime Contractor shall provide a Monthly IWTS SLA Summary Report
that includes the total number of tickets opened, number of tickets with
remedies applied, total number of tickets with remedies applied per SLA
type (includes CAT Outages), total remedies/minutes/bandwidth subtotaled
per SLA type, and grand total remedies/minutes/bandwidth applied for the
month.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
©2012 Global Tel*Link
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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
Description:
GTL will provide a Monthly IWTS SLA Summary Report that that includes the total number of
tickets opened, number of tickets with remedies applied, total number of tickets with remedies
applied per SLA type (includes CAT Outages), total remedies/minutes/bandwidth subtotaled per
SLA type, and grand total remedies/minutes/bandwidth applied for the month.
6.12.5.4 IWTS Executive Outage Summary Report
An IWTS Executive Outage Summary Report may be requested by the
CDCR Operations Manager for any significant network outage or critical
service failure. An IWTS Executive Outage Summary Report shall include
the following information:
1) Outage description;
2) Date and time of outage began;
3) Date and time of resolution;
4) Resolution description;
5) Prime Contractor trouble ticket number;
6) Service location;
7) "Impact to the State" (number of users affected/locations/service
types);
8) Chronology of Prime Contractor steps to resolve the problem; and,
9) "Path Forward" (steps taken to mitigate future outages).
The Prime Contractor shall provide an initial report within 24-hours of
recorded incident to be followed with a comprehensive report delivered
within 30 calendar days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Upon request GTL will provide an Executive Outage Summary Report for any significant
network outage or critical service failure. This report will meet the content and format
requirements of the CDCR Operations Manager and Technology Agency; with an initial report
being provided within twenty-four hours of the recorded incident, followed by a comprehensive
report within 30 calendar days.
An IWTS Executive Outage Summary Report will include the following information:
1) Outage description;
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Volume I, Section 3 Technical Response
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2) Date and time of outage began;
3) Date and time of resolution;
4) Resolution description;
5) Prime Contractor trouble ticket number;
6) Service location;
7) "Impact to the State" (number of users affected/locations/service types);
8) Chronology of Prime Contractor steps to resolve the problem; and,
9) "Path Forward" (steps taken to mitigate future outages).
6.12.5.5 Annual IWTS SLA Trouble Ticket Summary Report
The Prime Contractor shall provide an Annual IWTS SLA Trouble Ticket
Summary Report displaying the grand total number of trouble tickets,
number of trouble tickets with remedies per SLA type, total
remedies/minutes/bandwidth per SLA type, grand total number of tickets
with
remedies/minutes/bandwidth
and
grand
total
of
remedies/minutes/bandwidth (includes CAT Outages).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL’s Annual IWTS SLA Trouble Ticket Summary Report will display the grand total number
of trouble tickets, number of trouble tickets with remedies per SLA type, total
remedies/minutes/bandwidth per SLA type, grand total number of tickets with
remedies/minutes/bandwidth and grand total of remedies/minutes/bandwidth, including
Catastrophic Outages.
6.12.5.6 Annual IWTS SLA Trouble Ticket Summary by CDCR Facility Report
The Prime Contractor shall provide an Annual IWTS SLA Trouble Ticket
Summary by CDCR Facility Report containing the total number of trouble
tickets per CDCR facility. For each facility, provide total number of trouble
tickets by SLA type and remedies applied for each SLA type.
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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GTL will provide an Annual IWTS SLA Trouble Ticket Summary by CDCR Facility Report
that contains the total number of trouble tickets per CDCR facility. GTL will provide for each
facility the total number of trouble tickets by SLA type and remedies applied for each SLA type.
6.13 IWTS BUSINESS PLAN REQUIREMENTS
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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
6.13
IWTS BUSINESS PLAN REQUIREMENTS
Bidder’s response block added per Addendum 3
Given the size and complexity of the IWTS, the State seeks to confirm that the selected Prime
Contractor will have both the size and sophistication to effectively implement and support the
Contract. Bidders shall provide plans that identify the Bidder’s approach to various aspects of
supporting the IWTS as described in this section. These plans will be used as a foundation for
the development of final comprehensive plans as directed by the CDCR Operations Manager.
The Prime Contractor shall meet with the CDCR Operations Manager to finalize the plans. All
plans will be submitted within 60 calendar days following Contract award and will become part
of the Contract upon approval by the CDCR Operations Manager.
CDCR Operations Manager will approve or reject submitted plans within 10 business days.
Plans rejected under CDCR review must be resubmitted within 15 calendar days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: documents GTL Business Plans A through I
Location Volume I, Section 3 Tab: GTL Business Plan
Description:
In order to present a comprehensive picture of GTL’s commitment and business management
processes as they relate to the State’s CDCR IWTS Project, our preliminary, formal Business
Plan, included in this Volume at Tab: GTL Business Plan, is composed of a series of very
detailed individual Plans subject to approval by the CDCR Operations Manager.
All final plans will be submitted within 60 calendar days following Contract award to become part
of the Contract upon approval by the CDCR Operations Manager. We understand that the
CDCR Operations Manager will approve or reject submitted plans within 10 business days and
that plans rejected under CDCR review must be resubmitted within 15 calendar days.
6.13.1 PRIME CONTRACTOR IWTS BUSINESS PLAN
Requirement revised per Addendum 7
The Prime Contractor IWTS Business Plan shall detail and demonstrate that the
Bidder has the qualified staff and sufficient resources to support the business and
contractual requirements of the Contract.
The Prime Contractor IWTS Business Plan as described in this section, shall be
provided to the State within 30 days of Contract award and annually thereafter.
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
GTL’s Business Plan for Staffing and Resources as well as our long, successful history of
serving the CDCR demonstrates that GTL has the qualified staff and sufficient resources to
support the business and contractual requirements of the IWTS Contract. GTL’s Business Plan
as described in this section will be provided to the State within 30 days of Contract award and
annually thereafter.
6.13.1.1 IWTS Staffing and Resource Requirements
Bidders shall identify and describe the appropriate staff resources to be
assigned upon award of the Contract as listed in this section:
153)
A list of personnel classifications assigned with required skills
defined for each classification.
154)
An organization chart of personnel assigned to the Contract.
155)
Brief resume statements and percentage of time key
personnel will be dedicated to implementation and ongoing Contract
responsibilities, including the following:
a)
Executive Officers;
b)
Dedicated Contract Program Manager;
c)
Project Manager (Transition/Migration/Transfer, as appropriate);
d)
Service Operations Manager; and,
e)
Training Manager.
156)
Executive level personnel available to meet and confer with
the State on Contract-related issues at the CDCR Operations Manager
office location.
157)
Other key personnel available to work in California.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
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each of the facilities to ensure that they are familiar with the locations and specifications of all
IWTS hardware. In addition to providing service for telephone instruments, the field repair staff
will be available for dispatch to assist GTL with any emergencies that occur relative to the
IWTS.
Our field repair staff is factory trained and certified technicians, capable of maintaining and
repairing the IWTS, offender telephones and computer systems. Additionally, our field repair
staff possesses the required level of knowledge relating to telecommunications network,
electronic circuits and wiring standards. They are trained to diagnose, repair and adjust
telephone and ancillary equipment to ensure optimal performance and minimal down time. Our
field repair staff are also trained and equipped to handle field repairs of the network at the
modular level. Working under the supervision of GTL network technical support, they perform
indicated module or card exchanges and/or replacements. They are trained in the fabrication
and testing of LAN interconnecting cables and has the proper equipment to repair and test
them. Our field repair staff, working under the supervision of GTL field and technical support
staff will assist with the installation to ensure that they are familiar with the locations and
specifications of all IWTS hardware. In addition to providing service for telephone instruments,
the field repair staff will be available for dispatch to assist GTL with any emergency situations
that occur relative to the IWTS.
This centralized, single-point-of-contact approach allows CCG to carefully monitor the progress
of each ticket and to report the current status of all work in progress to GTL. This centralized
function ensures that all technicians are able to provide the high level of responsiveness
required by GTL. All personnel are available on a 24X7 call out basis to respond to
emergencies and major network outages. Some of the main tasks carried on at the central
office include: retrieval and evaluation of diagnostic data, dispatch, tracking and monitoring of all
trouble reports, database management and related reporting.
In addition to the 8 dedicated service technicians, GTL has 24 additional service technicians
in the state of California who are available to support this contract should additional service
resources be required.
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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
CDCR PROJECT PERSONNEL
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How GTL Delivers Technical Support to CDCR
CDCR Help Desk
GTL will provide an IWTS Help Desk exclusively for CDCR Authorized Staff for the purposes of
reporting, troubleshooting, tracking, escalating and resolving service related issues or to request
changes in equipment, services, or system configurations.
CDCR users will have web-based access to the GTL trouble ticket system via secured user
name and password access.
A technician assigned to the CDCR Project will provide Tier 1 technical support, meaning he or
she will open trouble tickets; address and resolve issues remotely when possible; dispatch a
local technician to a facility if needed; and work closely with other service personnel in GTL’s
Technical Support Centers when necessary to diagnose and resolve IWTS problems. Most
system problems can be resolved remotely through software diagnostics and remediation.
CDCR Help Desk Hours of Operation
GTL’s CDCR Help Desk line is answered twenty-four hours a day, three hundred sixty-five
(365) days a year, including holidays, by a full-time GTL Service Representative.
CDCR Help Desk Procedure Manual
Our CDCR Help Desk service representatives will have written trouble-shooting procedures
specifically for the systems deployed to meet IWTS requirements, and features and
functionalities used by IWTS system users. Initial content of these procedures will be drafted
similar to those procedures provided under the contract today. As required, these procedures
will be provided to CDCR for review and approval prior to transition of CDCR facilities from the
existing platform to GTL’s centralized IWTS platform.
CDCR Staff Responsibilities
CDCR staff will contact GTL’s CDCR Help Desk to report system malfunctions or anytime
technical assistance is needed. CDCR staff will be kept informed of the status of open trouble
tickets and, upon satisfactory resolution of an issue, CDCR staff will quickly provide verification
that the problem is solved so tickets can be closed in a timely manner.
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6.13.2 IWTS PROJECT MANAGEMENT PLAN
Bidders shall submit a proposed IWTS Project Management Plan that details and
demonstrates an understanding of the project management requirements and the
need for properly qualified staff for effectively installing multiple systems, in short time
frames, across a wide geographical area and in tight coordination with the State
Subcontractors, local LECs, and other vendors. The Project Management Plan shall
address installation of all required equipment and services no later than 12 months
following Contract award. The IWTS Project Management Plan shall address
transition and the on-going management of the IWTS/MAS Contract components.
The Prime Contractor will meet with the State to finalize the IWTS Project
Management Plan within 30 calendar days of Contract award.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Project Management Plan
Location Volume I, Section 3 Sub-Tab: GTL Business Plan B Page 3-B.1
Description:
Our IWTS Project Management Plan addresses the installation of all equipment and services
within 12 months following Contract award and includes a list and responsibilities of GTL Project
staff who are properly qualified for effectively installing multiple systems, in short time frames,
across a wide geographical area in tight coordination with the State, Subcontractors, local
LECs, and other vendors.
Below is an introduction to GTL’s IWTS Project Management Plan. All other details are provided
in our comprehensive GTL Business Plan B: Project Management Plan at the location
referenced above.
Leading this IWTS Project for GTL will be Garth Johnson, Project Manager; and Steve
DeForrest, Implementation Manager. GTL is proposing an implementation timeline that meets
CDCR’s needs and we have the experience to make it happen.
GTL’s IWTS Project Management Plan takes into consideration the CDCR’s objective to have
all required equipment and services transitioned no later than 12 months following contract
execution.
Our Project Management Plan is designed to ensure optimum performance by GTL while
ensuring the State achieves its goals under this procurement to reduce the cost of collect calls
from inmates/wards to their families and friends; to achieve greater levels of performance,
especially with regard to the investigative capability of the system; and to optimize the use of
scarce State staff resources and public funds. In addition, this Project Management Plan takes
into account GTL’s knowledge of CDCR, available resources, security requirements, and our
experience in implementing and maintaining the previous IWTS at CDCR locations.
Our Project Management Plan is carefully designed to mitigate disruption of the current
environment as we address the needs of each distinctive IWTS “user”: CDCR Staff, Inmates,
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Global Tel*Link FINAL BID February 28, 2012
and the families and friends of inmates. Prior to installation activities at any site, GTL will submit
an IWTS site-specific Project Management Plan for review and approval by the CDCR and the
facility. These plans will address any changes to existing equipment and the installation of new
equipment, as applicable to each site. Each plan will identify the timeframe for the installation
activities and define the specific responsibilities of the CDCR and the GTL Team.
Equally as important as the timeline is the ability to minimize the “change factor” on all
constituents of GTL’s offering including:
¾ Daily Operations: GTL’s familiarity with the security, physical environment, and daily
operations gleaned from providing service to 33 of the 50 state DOCs, will greatly expedite
activities during site surveys and new equipment installation. We will have few questions, no
assumptions, and make far fewer demands on the time of busy CDCR facility staff because
of this experience.
¾ Existing Data Protection: The information and call data accumulated on the existing IWTS
systems, secondary storage units, and the Sacramento mass storage array will be readily
available and easily transitioned to the new storage servers of the IWTS.
¾ CDCR Staff Training: Through our comprehensive training program, CDCR staff will
easily master the new IWTS interface with its expanded functionality. CDCR Administrative
and Investigative staff can move into the new contract period with a sense of familiarity and
confidence in both GTL and the new centralized IWTS platform.
¾ CDCR Staff Training: Through our comprehensive training program, CDCR staff will easily
master the new IWTS interface with its expanded functionality. CDCR Administrative and
Investigative staff can move into the new contract period with a sense of familiarity and
confidence in both GTL and the new centralized IWTS platform.
¾ Inmate/Wards: The transition from the existing IWTS platform to the new centralized IWTS
platform will cause little or no downtime of telephone service to inmate/wards and the
inmate/ward calling procedure will remain essentially unchanged. Printed instructions on
GTL-provided telephones will explain the procedure and clear automated voice prompts will
continue to assist inmate/ward callers from off-the-hook to hang-up.
¾
Friends & Family: Relatives and friends who have established payment accounts with the
existing vendor will not need to renew or setup new accounts as a result of the transition to
GTL’s centralized IWTS. GTL will prepare a CDCR-specific Friends and Family User
Guide for recipients of inmate/ward telephone calls to acquaint new End-Users with
standard procedures related to inmate/ward calls and to explain to all End-Users the
availability of our prepaid collect service in addition to the traditional collect and direct billed
service.
GTL Provides Properly Qualified Staff
Below are listed Key IWTS Project Personnel with a brief narrative on the qualifications and the
roles of each. In addition to these key personnel, we have included similar information about
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