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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
“important” personnel who are part of the team that support the key personnel who will make
the IWTS contract a success.
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services. The Service Operations Manager shall have at least 25 years of experience and
knowledge of telecommunications, networking; 7 or more years of experience on the GTL
products and services being deployed to meet IWTS contractual requirements. In addition, the
Service Operations Manager shall have excellent written and verbal communications skills.
This position shall oversee all GTL staff performing field and maintenance service, as well as all
subcontractor supporting field level activities and associated internal GTL coordination’s. The
Service Operations Manager will also have access to management and leads for all service
support organizations to assure that all IWTS requirements are met.
Mr. McNiel has more than 27 years of telecommunications and networking experience; 13 of
which has been performing the service management of a large Department of Correction
contract. Mr. McNiel has more than 7 of the 13 years supporting GTL equipment and the most
in depth knowledge of a large state DOC’s requirements, facilities, and best practices to assure
that the IWTS meets all requirements for the term of the contract. In addition, Mr. McNiel is a
certified GTL trainer and will support the Training Manager in meeting CDCR staff training
needs throughout the contract.
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Global Tel*Link FINAL BID February 28, 2012
and (based on tier) modifications of GTL products and back office system. Basic computer
experience for all levels includes proficiency in Microsoft Windows NT4/2000/XP/2003 Server
software packages and use of GTL standard Microsoft internet and communications programs.
Tier 1 focuses on timely communication with customers, efficient ticket management, and firsttier support of all platforms. Primary responsibilities include but are not limited to:
x Communication with internal and external customers
x Ticket creation
x Resolution of technical issues
x Escalation of technically complex issues to Tier 2
Tier 2 focuses on escalated issues that require research deep into GTL calling platforms.
.Primary responsibilities include but are not limited to:
x Hardware troubleshooting within the system
x Feature configurations
x Registry changes
x Software upgrades
x Escalating to Tier 3
Tier 3 focuses on verifying apparent source of issues identified by Tier 1 and Tier 2. Tier 3 is the
last step before an issue is presented to another department. At this level the Engineering
Liaison does the following:
x Performs database queries on a large scale, ensuring that issue is not a simple
configuration problem within databases
x Verifies Engineering standards and requirements apply to a given situation
x Tests and documents the issue by determining when and where each error occurs
and how each is replicated
x Escalates programming “bugs” to Engineering
x Escalates data-related issues to the MIS department
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Global Tel*Link FINAL BID February 28, 2012
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.
Other Key Staff Supporting the IWTS Contract
Mr. Michael Patterson: Mr. Patterson is currently the Field Service Director for the Western
region. Mr. Patterson has 18 years experience in telecommunications, with 10 of those years
directly supporting large state DOC contracts for similar services in the IWTS requirements. Mr.
Patterson oversees the Service Operations Manger, is a first level escalation point for CDCR
relating to field service activities, and is a liaison between GTL CDCR support staff and GTL
managers and executives, regardless of GTL department/organization responsibility.
GTL’s Business Plan B, Project Management Plan is reflective of the collective experience
gained from supporting state DOCs since 1989 and, most importantly, lessons learned as the
provider to 14 of the 20 largest state DOCs.
6.13.2.1 Project Management Methodology
Bidders shall describe how they will use a formal Project Management
Methodology to manage the entire project (e.g. based on IEEE, PMBOK, or
comparable).
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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’s management methodology is based on Project Management Institute Project
Management Body of Knowledge (PMBOK) principles. We use various applications to define,
manage, and track the project’s scope, communications, procurements, human resources,
quality, and integration. We will use the following phases or steps to guide the project
implementation and ongoing project management of the IWTS contract.
x
x
x
x
x
Project initiation stage
Project planning or design stage
Project execution or production stage
Project monitoring and controlling systems
Project closeout
We will meet with CDCR throughout each of these phases to define expectations and finalize
schedules; track and report progress to CDCR; and seek CDCR’s approval of each plan and
sign-off as appropriate to each project phase.
6.13.2.2 IWTS Project Schedule
Bidders shall provide an example of a MS Project Schedule (2003 or
newer) for the IWTS transition and describe how they will keep the project
on schedule. The Project Schedule shall include tasks, durations,
deliverables, responsible parties, dependencies, start and end dates,
schedule variances, and completion status.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Transition Schedule
Location: Volume I, Section 4A IWTS Transition Plan Page 4A.41
Description:
GTL provides an MS Project Schedule at the end of our master IWTS Transition Plan
included in this Volume as Section 4A in the location referenced above. This Gantt chart
schedule was created and will be updated and maintained in Microsoft Project and shows
estimated start and completion dates for each task.
Our Project Management team, led by Garth Johnson, will adhere to each step and timeline
including dependant events/activities to the project schedule on target. By consistently referring
to the Project Schedule and comparing actual deliverables along with dependant events to
project timelines, we will know well in advance if corrective action is required to keep the project
on schedule.
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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
An electronic copy of the entire Gantt chart in Microsoft Project, showing both the Schedule and
proportional timelines across the 12-month implementation period for each task is included on
the CD submitted with our proposal. Our Project Schedule includes tasks, durations,
deliverables, responsible parties, dependencies, start and end dates and, as the Project
proceeds, will indicate schedule variance and completion status.
6.13.2.3 IWTS Site Specific Information Requests
The Bidder’s project plan shall describe how IWTS Site Specific Information
Requests that may include materials and decisions from CDCR Operations
Manager for implementation will be communicated prior to the start of each
phase of work proposed by the Bidder and how such information shall be
requested in writing.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
Should GTL require additional IWTS site specific information or materials and decisions from
the CDCR Operations Manager, we will submit a written request to the CDCR Operations
Manager using SOW Exhibit G, Request for Information.
The protocol related to information exchange and delivery will be mutually finalized at the initial
kickoff meeting between CDCR and GTL following contract award. GTL’s Account and Project
Management team will attend this face-to-face meeting with our respective counterparts from
CDCR. During the kickoff meeting, it will be our collective opportunity to reaffirm our
understanding of CDCRs priorities, CDCR policies and mutual expectations resulting from the
IFB. This is the ideal forum to communicate expectations about the transition from the current
IWTS solution to GTL’s centralized IWTS solution. Prior to the meeting, we will circulate a
recommended agenda to the key participants of the meeting to give all participants ample
opportunity to comment and prepare for the meeting. Equally as important as the agenda is the
prompt publication of meeting minutes and action items to ensure that key items are ‘tasked’ to
the right individuals and memorialized for subsequent meetings.
Kickoff Topics: We will personally present and review GTL’s proposed plans for
implementation, discuss proposed timelines, major milestones and possible impediments to the
installation. The kickoff meeting will provide a venue to discuss needs of CDCR as well as a
forum for tailoring the implementation plan taking into consideration the following:
¾ CDCR and GTL staff introductions with contact information, roles and responsibilities
¾ GTL’s Implementation and Project Plan
¾ Escalation information
¾ Facility coordinator contact and information
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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
¾ Space and HVAC requirements for the GTL’s IWTS
¾ Unique elements of each facility including required materials from CDCR
¾ Reporting requirements and distribution methods
¾ Weather considerations
¾ Telephone and wiring condition
¾ Security clearances including passwords for CDCR staff
¾ Site survey schedules
¾ Review install schedule for value add services selected
¾ Review CDCR policies, regulations and decision making personnel
¾ Review training modules for staff, inmates and friends and family members
6.13.2.4 Project Manager Certification for IWTS
The Prime Contractor's proposed Project Manager must be certified by a
recognized project management organization (e.g. University certifications
or PMI) and must have a minimum of five (5) years’ experience managing
similar large scale telecommunications implementations.
Bidders shall describe the certification of the Project Manager that will be
assigned to the IWTS project.
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 CDCR IWTS Project Manager, Garth Johnson, who has over 12 years designing and
managing large scale telecommunications projects for GTL’s correctional clients, has been
certified by the following recognized project management organizations:
George Washington University – Project Management Certificate
Project Management Institute – Project Management Professional Certification – PMP
Number: 189523 – Status: Member in good standing
6.13.2.5 Project Teams for IWTS
The Project Management Plan shall clearly detail (by name) staff and any
Subcontractors who will be responsible for each phase of the project
transition and separately detail the core team that will be responsible for all
maintenance and operations.
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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 Project Management Plan shall state how many support technicians
will be allocated to this Contract and identify where they will be located in
order to meet the response time requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Staffing and Resources Plan
Location: Volume I, Section 3 Sub-Tab: GTL Business Plan A Page 3-A.1
Description:
Our Staffing and Resource Plan, presented as GTL Business Plan A, explains in detail the
staff that will be responsible for implementing each phase of the project installation and
providing post-installation services.
Following is an overview of key individuals responsible for the implementation and on-going
support of our CDCR Project. Additional details are provided in GTL Business Plan A. Staffing
and Resources at the location referenced above.
PROJECT MANAGEMENT
GENERAL ROLES AND RESPONSIBILITIES MATRIX
Role
Responsibilities
Garth Johnson
CDCR Project Manager
Overall responsibility for the successful transition
from the existing IWTS. Garth Johnson will plan,
direct, and oversee every aspect of system
installation from contract award. Garth will assign
staff; order equipment and network services; define
system configurations; oversee staff and
implementation procedures through installs, testing,
cutover, acceptance, and facility staff training using
PMI PMBOK principles.
Steve DeForrest
CDCR Implementation Manager
Steve DeForrest will work closely with Garth
Johnson to plan, coordinate and deliver the
necessary hardware and software,
telecommunications network and peripherals to
successfully deliver our solution on time. Steve is
the primary ‘internal’ liaison for Garth to coordinate
the implementation.
Ken McNiel
CDCR Service Operations Manager
Post Installation Team Member
Ken’s knowledge of each CDCR facility will be
valuable to the overall transition from the existing
GTL platform to the new centralized IWTS. He will
work with Garth and Steve to leverage the
capabilities of the 8 field service technicians,
coordinate site surveys, equipment delivery and
ultimately installation. His relationships with each
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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
6.13.3
IWTS ESCALATION PLAN
The Bidder shall provide an Escalation Plan which details procedures, processes, and
personnel for use during an IWTS failure.
The IWTS escalation procedures shall be subject to State approval and all Prime
Contractor staff identified in the escalation plan shall be capable of being contacted by
the authorized State staff.
The Prime Contractor shall provide three (3) escalation levels from the organization to
address unanticipated difficulties like installation concerns, system downtime, and
degradation of services.
The Prime Contractor shall also provide additional escalation policies and points of
contact, including contact numbers (office telephone, mobile telephone, facsimile,
e-mail), titles, and chain of command, for use in case the Prime Contractor's efforts by
the single point of contact are insufficient in resolving a particular situation.
If the primary contact point is not the IWTS Project Manager, the Prime Contractor
shall clarify the relationship of the Project Manager in the escalation process.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Escalation Plan
Location: Volume I, Section 3 Sub-Tab: GTL Business Plan C Page 3-C.1
Description:
We will provide to the CDCR Operations Manager the names of one contact person and one
alternate specifically to address unanticipated difficulties during installation, system downtime,
and degradation of services. GTL’s primary contact person will be our Dedicated Contract
Program Manager, Paul Turner. The alternate contact person will be our Service Operations
Manager, Ken McNiel. Detailed below, are our specific escalation plans to supplement the
activities of Paul and Ken.
All levels of GTL escalations are based on time and CDCR approval. For technical issues,
escalation events travel two separate, simultaneous paths shown in figure E-1. The left-hand
path denotes the technical process of escalation and the right hand path denotes the field
service and account management process of escalation.
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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
Escalation events travel two separate, simultaneous paths shown below. The left-hand path
denotes the technical process of escalation and the right hand path denotes the field and
account management process of escalation. These paths are detailed on the following pages.
Trouble Ticket
Level 1
Team Lead
Field Service Manager
Level 2
Technical Support
Manager
Account Executive /
Field Service Director
Level 3
FS Executive Director /
Sales Director
Technical Support
Executive Director
Level 4
Senior Vice
President Services
Level 5
President of Services
Dual Escalation Path
Trouble Ticket Escalation Levels Defined
Level 1 – If a trouble ticket passes the first time-based mark without resolution, the ticket is passed to the
technical support Team Lead and the Field Service Manager is notified. The Team Lead determines the
resources needed to accomplish a solution. The Field Service Manager contacts the customer to explain
the issue, the steps planned for resolution, and the anticipated time frame.
Level 2 – Should a trouble ticket pass the second time-based mark without resolution, the Technical
Support Manager is notified and the Field Service Manager involves the Account Executive and the Field
Service Director. At this level, conference calls are generally implemented on a periodic basis in order to
keep everyone informed of the situation, current status, and any changes in plan for resolution.
Level 3 – Should a trouble ticket pass the third time-based mark without resolution, the Executive
Director of Technical Support, the Executive Director of Field Services and Sales Director become
involved. Depending on the root cause of the technical issue, these Directors may elect to involve other
senior managers.
Level 4 – Should there be a need for a fourth level of escalation the Senior Vice President of Service is
contacted for involvement and direction.
Level 5 – In the highly unlikely event that a trouble ticket passes outside the final time-based mark, GTL’s
President of Services is notified.
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Global Tel*Link FINAL BID February 28, 2012
SERVICE PRIORITY LEVELS
Service Priority Levels and Response Times
PRIORITY
©2012 Global Tel*Link
CRITERIA
RESPONSE
TARGET
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RESOLUTION TARGET
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Critical
Impact: Either the CDCR Management
and Control System or the IWTS
telephone functionality is ‘down’ at
more than one site at the same time.
15 minutes
Issue will be continuously
worked, 24x7x365, until closure
or stabilization. Status updates
are provided in as real-time as
possible. Usually CDCR is in
constant contact with the Help
Desk.
Major
Impact: Ether the CDCR Management
and Control System or the IWTS
telephone functionality is ‘down’ at one
site or one housing unit. A down
system includes the inability to record
individual calls, the inability to monitor
individual telephones or the inability to
control the usage of any telephone.
30 minutes
Issue will be continuously
worked, during the hours of
6:00 am to 7:00 pm PST until
closure or stabilization, which
would result in the issue being
downgraded to minor.
Impact: The issue is considered to
have a noticeable, yet minimal and
manageable impact of CDCR
operations. Issues that affect EndUser calls is of a nature that is not
impacting call completion but still
requires attention in order to meet
Contract requirements. This includes
any individual End-User complaint
regarding service.
2 hours
Requests for information, equipment
change requests and general
information
4 hours
Minor
Informational
Requests
Status updates are provided
every four hours or sooner if
developments occur.
Issue will be worked until
resolved during regular
business hours (8:00 am to
5:00 pm PST, Monday – Friday,
except California state
holidays).
Status updates will be provided
at the end of the business day
or sooner as developments
occur.
Issue will be worked until
resolved during regular
business hours (8:00 am to
5:00 pm PST, Monday – Friday,
except California state
holidays).
Status updates will be provided
at the end of the business day
or sooner as developments
occur.
Note: the CDCR will work with the Contractor to properly identify the severity of an issue when the issue is
first reported. However, the CDCR reserves the right to escalate the status of any issue to a higher
severity at any time.
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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
We will have few questions, no assumptions, and make far fewer demands on the time of
busy CDCR facility staff.
¾ Existing Data Protection: The information and call data accumulated during GTL’s current
contract on the existing GTL systems, secondary storage units, and the
will be readily available and easily transitioned to the new storage servers of
the IWTS, without risk of data loss.
¾ CDCR Staff Training: Through our comprehensive training program, CDCR staff will be
able to easily master the new and more intuitive User Interface and expanded capabilities of
the GTL’s IWTS platform. Based on past experience with large state DOCs, CDCR
Administrative and Investigative staff can move into the new contract period with a sense of
familiarity and confidence in both GTL and the IWTS.
¾ Inmate/Wards: The transition from the existing GTL 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 GTL
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
currently provided by GTL.
6.13.9.1.2 IWTS Transition-In Planning and Scheduling
Requirement revised per Addendum 7
Bidder shall describe in detail the Transition-In Planning and Scheduling
that ensures timely transition of all contracted services. Include
planning and scheduling consideration for:
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California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
90) Quantities and complexities of required equipment;
91) Ordering required circuits from LECs;
92) Facility access restrictions;
93) Facilities’ infrastructure and cabling use;
94) IWTS Training for all Users;
95) Public Safety considerations;
96) Impact from limited State resources; and,
97) Establishing End-User accounts.
The Transition-In timeframe shall occur within a12 month period. The
Transition-In period will begin upon the award of the Contract and will
end upon the successful installation and fully operational at all CDCR
facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Transition-In and Transition-Out
Location Volume I Technical Response Tab: GTL Business Plan I page 3-I.4
Description:
GTL’s Inmate/Ward Telephone System Transition-In Plan takes into consideration the CDCR’s
objective to have all required equipment and services transitioned within 12 months.
Our complete and detailed Transition-In Planning and Scheduling response is included at the
above referenced location: GTL Business Plan I in this Volume of our proposal. As required,
GTL’s IWTS Transition-In Plan details:
1)
2)
3)
4)
5)
6)
7)
8)
Quantities and complexities of required equipment;
Ordering required circuits from LECs;
Facility access restrictions;
Facilities infrastructure and cabling use;
IWTS Training for all Users;
Public Safety considerations;
Impact from limited State resources.
Establishing End-User accounts.
6.13.9.1.3 Local Exchange Carriers (LECs) Agreements for IWTS
Requirement revised per Addendum 7
Detail the strategy for establishing agreements with LECs necessary to
ensure continuity of statewide end-to-end services that include
ordering circuits for each IWTS location as well as end-user customer
billing. All agreements shall be in effect prior to transition of services.
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California Technology Agency IWTS/MAS IFB 11-126805
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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:
GTL utilizes the services of two large collect call clearing houses that bill and collect on our
behalf. These collect call clearing houses are responsible for establishing and maintaining
billing LEC agreements across the country. Presently, our collect call clearing houses have
billing and collection agreements with over 1,100 CLECs and LECs including Verizon, Embarq,
AT&T and CenturyTel.
Immediately upon contract award GTL will order the required circuits for each IWTS location.
Relatives and friends who currently have payment accounts with the existing vendoe will not
need to 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 provided by GTL.
6.13.9.1.4
Working with IWTS Incumbent Contractor
Bidders shall detail the strategy to create implementation processes
and procedures necessary for the transition of the IWTS incumbent
contractor services to the newly acquired IWTS services.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
The strategy to create implementation processes and procedures is greatly simplified by virtue
of the fact that all CDRs and recordings are resident on GTL servers and storage devices thus
we eliminate a complicated step of transition to another provider. GTL will have immediate and
complete access to all data and information required from the previous system to ensure a
timely and successful implementation of the IWTS platform. The processes and procedures we
use during the transition are clearly explained in our IWTS Transition Plan in Section 4A of this
Volume.
6.13.9.1.5
IWTS Cut-over Process
The IWTS Cut-over Process includes planning, site preparation,
inventory verification, disconnect/new order processes and emergency
procedures.
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California Technology Agency IWTS/MAS IFB 11-126805
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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:
Planning and Emergency Procedures
Shortly after contract execution, GTL proposes a kick-off meeting with the CDCR Operations
Manager and, if appropriate, other representatives of the State of California to personally
present and review GTL’s proposed plans for implementation, discuss proposed timelines,
major milestones and possible impediments to the installation. The kick-off meeting will provide
a venue to discuss needs of the CDCR as well as a forum for tailoring the Project Management
Plan taking into consideration the following:
¾ Facility coordinator contact and information
¾ Space and HVAC requirements for IWTS equipment
¾ Unique elements of each facility
¾ Reporting requirements and distribution methods
¾ Weather considerations
¾ Telephone and wiring condition
¾ Security clearances
¾ Site survey schedules
¾ Inmate database information
¾ Review CDCR security and emergency policies and regulations
Site Preparation
GTL will replace the existing inmate telephones at each facility with new inmate telephones and
install new data storage units prior to implementing the IWTS. This approach minimizes the
amount of downtime on a per facility basis. Instead of replacing the telephones AND cutting
over a new platform, introducing the new phones and then cutting over the platform at a later
date minimizes the change factor to CDCR inmates/wards and staff. GTL will work with the
CDCR Operations Manager and facility staff to schedule the cut over time at the best time that
will cause minimal to no disruption of service or to the security of the facility. Experience has
taught us that the best time for cut-over is early in the morning while call traffic is very low or
during the daily count times for inmate/wards.
Order Processes and Inventory
GTL will provide all hardware, software, and services needed to meet IFB IWTS requirements,
including but not limited to the required number of the following to be installed at locations
designated by the CDCR:
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Global Tel*Link FINAL BID February 28, 2012
6.13.9.1.7
IWTS System Configuration
The Prime Contractor shall configure the IWTS, including user profiles
and privileges, tracking/auditing features, and other system
functionality, as directed by 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:
GTL will configure the IWTS as directed by the CDCR Operations Manager, including user
profiles and privileges, tracking and auditing features, and other system functionality.
6.13.9.2 IWTS Transition-Out Plan
During the Contract term, the State will engage in a competitive bid process
to award replacement services to be in effect at the conclusion of the
Contract. The replacement services may replicate or be similar to IWTS
services or may include new strategies for providing inmate and ward
telephone services.
The State acknowledges the level of difficulty in anticipating future transition
requirements without knowledge of future systems; however, it is critical the
Prime Contractor declares and commits to responsibility and participation in
transition of services, and to the extent possible, demonstrates a plan and
conduct the transition of the services to a new contractor.
To ensure that the CDCR business objectives are met, the CDCR
Operations Manager shall have final approval authority of the MAS
Transition-Out Plans.
The Bidder will submit a Transition-Out Plan for the following:
6.13.9.2.1
Transition of IWTS Equipment
In order to facilitate a coordinated and timely transition of the IWTS
equipment during the Transition-Out process, the Prime Contractor
shall agree to relinquish to the CDCR all claims of ownership of the
IWTS equipment identified in Section 6.15, IWTS Transition
Requirements. The transition of ownership of the equipment shall
occur in accordance with the IWTS Transition-Out Plan as approved by
the CDCR Operations Manager.
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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:
In order to facilitate a coordinated and timely transition of the IWTS equipment during the
Transition-Out process, GTL agrees that we will transfer ownership from GTL to the State the
equipment identified in Section 6.15, IWTS Transition Requirements, including all telephones,
enclosures, cut-off switches and associated cabling.
GTL will work with the State and the new vendor to establish a mutually agreeable transition
plan for the smooth disentanglement of the IWTS services. GTL’s Service Operations Manager,
Functional Lead, and Technical Lead will all participate in meetings with the State and new
vendor to establish a transition plan. GTL anticipates that the transition plan will include a
detailed work breakdown structure and dependencies to ensure such smooth transition. We will
meet all agreed upon dates for GTL actions contained in the transition plan. In addition, GTL
will attend all required transition meetings and will provide periodic updates, as agreed to
between the State and GTL.
GTL will fully cooperate by providing the CDCR and/or the new vendor with existing IWTS
information. If required or desirable, call detail records and existing call recordings from GTL’s
IWTS will be made available to the CDCR for distribution to the new vendor at the CDCR
Operations Manager’s discretion.
At the point defined by the agreed upon Transition-Our Plan, GTL will transfer ownership of all
telephones, enclosures, cut-off switches and associated cabling to the State. GTL will continue
to maintain all equipment until the Transition-Out process, as mutually agreed upon, has been
completed and accepted by the CDCR Operations Manager.
6.13.9.2.2
State, CDCR, and End-User Impact
Describe in detail how the Prime Contractor will minimize the State,
CDCR and End-User impact during the IWTS Transition-Out process.
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 help minimize the impact a transition to a different vendor’s IWTS by working
cooperatively with the CDCR Operations Manager and/or new vender and by maintaining IWTS
services for a mutually agreed upon time after cut-over to the new system.
At the site level, GTL will not remove any equipment until such removal is coordinated with the
CDCR Operations Manager. In addition, we will maintain a fully functional IWTS call processing
system, including the network, to process calls from the site for a period of not less than fortyeight (48) hours after turn-up of another service providers equipment, or other reasonable time
period as agreed upon between the State and GTL. This will ensure that the site has a backup
system in place for a minimum of forty-eight (48) hours.
At the IWTS system level, GTL will not disable any hardware, network, or back office systems
required to provide IWTS services for a period of time of not less than forty-eight (48) hours
after turn-up of another service providers equipment at the last CDCR location, or other
reasonable time period after the last site is transitioned to the new vendor in accordance with
the paragraph above. Again, this ensures the State that a fully functional backup system is in
place for a minimum of forty-eight (48) hours.
6.13.9.2.3
IWTS Transition-Out Planning and Scheduling
Bidder shall describe in detail the IWTS Transition-Out Planning and
Schedule that ensures timely transition of all contracted services.
Include in the planning and scheduling consideration for the following:
1)
Timely removal of all existing CDCR IWTS equipment without
disruption of services, with the exception of the equipment
identified in Section 6.15.2, Transfer of IWTS Equipment
Ownership;
2)
Facility access restrictions;
3)
Public Safety considerations;
4)
Impact on State resources; and,
5)
Closing End-User accounts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Transition-In and Transition-Out Plans
Location: Volume I, Section 3 Sub-Tab: GTL Business Plan I Page 3-I.19
Description:
GTL will work with the State and the new vendor to establish a mutually agreeable plan and
schedule for the smooth transition from our IWTS services to the subsequent vendor’s IWTS
system and services. Our preliminary Transition-Out plan is included at the bid location
referenced above.
GTL will fully cooperate by providing the CDCR and/or the new vendor with existing IWTS
information. Existing call detail records and recordings from GTL’s IWTS system will be made
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Global Tel*Link FINAL BID February 28, 2012
available to the CDCR for distribution to the new vendor at the CDCR Operations Manager’s
discretion.
At the point defined by the agreed upon Transition-Out Plan, GTL will transfer ownership of all
telephones, enclosures, cut-off switches and associated cabling to the State. GTL will continue
to maintain all equipment until the Transition-Out process, as mutually agreed upon, has been
completed and accepted by the CDCR Operations Manager.
Timely Equipment Removal: GTL will coordinate the timely removal of IWTS equipment that
remains the property of GTL with the CDCR Operations Manager and will not remove such
equipment from the site prior to the agreed upon reasonable date for such removal.
Facility Access Restrictions: GTL personnel involved in the on-site de-installation of GTL’s
IWTS will strictly follow facility security procedures and abide by facility access restrictions.
Public Safety Considerations: Prior to the commencement of the IWTS Transition-Out phase,
GTL’s Project Manager will work with the CDCR Operations Manager to identify any areas of
concern relative to Public Safety, statewide or for a particular facility, and will submit for
approval a plan to eliminate any potential danger to the public. GTL personnel on-site during the
removal of equipment ensure that removed items, as well as any tools necessary for equipment
removal, remain secure and are safely transported out of the facility and off State property.
Impact on State Resources: GTL is aware that IWTS transition impacts State resources.
Access to State property and work sites within CDCR facilities is dependent upon the availability
of State resources to process security clearance documents and escort GTL de-installation staff
to work locations. We understand that a shortage of State resources to perform these functions
has the potential to impact agreed upon schedules and work time frames. As needed GTL will
work with the CDCR Operations Manager to reschedule and/or adjust time frames for tasks that
must be performed on-site.
Closing End-User Accounts:
Collect Billing
Upon contract termination, all outstanding collect billing appearing on local exchange carrier
(LEC) statements will remain collectible by the LEC until such time as this billing is declared
uncollectible by the LEC and remitted back to GTL for independent collection or write off.
Prepaid Collect Accounts
Upon contract termination, all prepaid account holders will be notified of the contract termination
date and all prepaid accounts will be closed to further billing. Any account holder requesting a
refund will be provided a full refund without any close out fees or other such assessments.
Unused balances that are not claimed will be disposed of in accordance with prevailing
California laws applicable to unclaimed property.
Direct Remit Billing (DRB) Accounts
Upon contract termination, all DRB will cease and collection efforts for all unpaid extended
credit will continue until; a) payments are received/posted or b) unpaid balances are transferred
to collection agencies or otherwise written off. Invoicing continues for two billing cycles (60
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days) after contract termination with a billing secession date equal to the last date of the active
contract. Any credit balances will be refunded to account holders of record.
6.13.9.2.4
Working with Future IWTS Contractor
Bidders shall describe in detail the commitment to continue to provide
IWTS services and resources under the terms and conditions of the
Contract during Transition-Out and/or identify any restrictions and
limitations.
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 continue to provide the services and resources committed under the terms and
conditions of our IWTS Agreement during the transition to a subsequent vendor’s IWTS system
and services. In addition, we will maintain a fully functional IWTS call processing system,
including the network, to process calls from the site for a period of not less than forty-eight (48)
hours after turn-up of another service providers equipment, or other reasonable time period as
agreed upon between the State and GTL. This will ensure that the site has a backup system in
place for a minimum of forty-eight (48) hours.
6.13.9.2.5
IWTS Data Transition-Out Planning
Bidders shall describe the Data IWTS Transition-Out Planning tasks,
including dependencies on CDCR and/or Prime Contractor data and
resources. Bidders shall provide a data schema to detail which data
elements will be available. Bidders shall identify preferred export file
formats, time frames for delivery of data, and quality assurance
procedures to verify completeness and accuracy of data transition.
The Prime Contractor shall export all data, including current and
archived inmate/ward recordings, CDRs, and information contained
within the IWTS Facility Phone list database (i.e., blocked numbers,
etc.) to the awarded future IWTS Contractor.
The State reserves the authority to define export data formats, storage
media type, locations to which data is to be delivered, and other
special criteria deemed necessary for successful transition.
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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:
Upon termination of our contract with CDCR and in accordance with the agreed upon
Transition-Out Schedule, GTL will provide all required IWTS data in a format and at a location
approved by the CDCR Operations Manager.
GTL resources will be responsible for Transition-Out tasks, including exporting data, current and
archived inmate/ward recordings, CDRs, and information contained within the IWTS Facility
Phone list database (i.e., blocked numbers, etc.).
GTL’s preferred export format is comma delimited text files with a data schema that include all
elements of the call detail record. All inmate/ward recordings, CDRs and all information
contained in the IWTS Facility Phone List Database will be provided. Data will be provided in the
time frame it takes to export, format, and verify the data are accurate and complete
(approximately 60 days).
GTL resources will work to with the GTL Quality Assurance department to implement a test plan
to verify completeness and accuracy of all exported data. This test plan will compare exported
data to that in GTL’s Primary Data Center. After all data have been verified, GTL resources will
work with CDCR resources to transfer the current and archived inmate/ward recordings, CDRs,
and information contained within IWTS Facility Phone list database in a format accessible to the
CDCR. Access to this previous call data by the new vendor will be at the discretion of the CDCR
Operations Manager.
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6.14 IWTS BILLING REQUIREMENTS
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6.14
IWTS BILLING REQUIREMENTS
Requirement revised per Addendum 3
The Prime Contractor’s reimbursement for the services provided by this Contract shall be limited
to the rates described in Appendix B, Attachment 7, Cost Worksheets. The Prime Contractor
shall bill End-Users only for the Conversation Minutes of completed calls at the contracted rates.
There shall be no charges for any functions associated with the Prime Contractor’s Customer
Service or billing, including the application of IWTS Conversation Minutes in support of any
IWTS Customer Service or billing function.
The Prime Contractor shall not impose any restrictions on the number of authorized telephone
numbers that can be called through IWTS to the same billing address.
The Prime Contractor agrees to provide a URL to the Prime Contractor’s payment web site as
described in 6.11.1, IWTS Public Web Site.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will bill End-Users only for the Conversation Minutes of completed calls at the contracted
rates. There shall be no charges for any functions associated with GTL’s Customer Service or
billing. GTL will not restrict the number of authorized telephone numbers that can be called
through the IWTS to the same billing address.
GTL agrees to provide a URL to our payment web site as described in 6.11.1, IWTS Public Web
Site.
6.14.1 IWTS CONVERSATION MINUTES
Requirement revised per Addendum 7
For the purposes of billing under this Contract, IWTS Conversation Minutes shall
include the actual time that the parties are able to converse through the IWTS. The
calculation of IWTS Conversation Minutes will begin when the parties can
communicate following acceptance of the call by the called party and will end when
either party hangs up or the call is otherwise terminated. Duration of the IWTS
Conversation Minutes will be rounded to nearest one (1) minute. Billing for IWTS
Conversation Minutes will be rounded to the nearest one cent ($0.01). IWTS
Conversation Minutes will be billed in increments of a one (1) minute initial increment
and one (1) minute subsequent increments.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
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Reference:
Location
page
paragraph
Description:
Conversation minutes include only the actual time that the inmate/ward and the called party are
able to converse. Billable time for the call does not begin until the call has been accepted by the
called party and the line has been opened for conversation. Billable time ends when either party
hangs up or the call is otherwise terminated.
GTL will round the duration of Conversation Minutes to the nearest one (1) minute. Billing for
conversation minutes is always rounded to the nearest one cent ($0.01). IWTS Conversion
Minutes will be billed in increments of a one (1) minute initial increment and one (1) minute
subsequent increments.
6.14.2 IWTS COLLECT CALL BILLING SERVICES
The Prime Contractor shall provide all services associated with IWTS Collect Call
Billing Services such as billing, out-clearing, and line information database (LIDB)
verification. The Prime Contractor shall assume all responsibility for billing and
collecting payments from called parties that receive IWTS collect calls.
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 all services associated with IWTS Collect Call Billing Services such as billing,
out-clearing, and line information database (LIDB) verification. GTL assumes all responsibility
for billing and collecting payments from called parties that receive IWTS collect calls.
6.14.2.1 IWTS Collect Call Processing
When an inmate/ward places a call on the IWTS, the Prime Contractor’s
system shall be able to make a determination and handle the call as
follows:
1) If there is a mechanism in place for the Prime Contractor to bill the
called party for a collect call (i.e., agreement with the Local Exchange
Carrier, direct billing), then the call will be processed to the called
party’s number for collect call acceptance;
2) If the called party’s number is determined to not qualify for collect call
charges or collect calling, then the inmate/ward will hear a recorded
message stating “calls to this number cannot be completed
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3) The IWTS must have a method of automatically and immediately
contacting the called party at the telephone number dialed by the
inmate. Notification will be given that an inmate or ward is attempting
to call, and the message will provide guidance on how to establish a
billing account or to remove any call blocking the customer may have
in place with their local telephone company. The IWTS shall make a
secondary notification call to the called party if the called party hangs
up on the first attempt.
Bidders shall describe the specific process the system will employ to
qualifying collect calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
GTL’s IWTS system is able to determine how to handle collect calls based on the billable status
of the called number. The status of a number is determined during the system’s call validation
process.
GTL is able to bill inmate/ward calls via the LEC bills of called parties who are eligible to accept
collect calls. Inmate/Ward calls to non-billable numbers evoke a process whereby the caller is
placed on hold and the called party is offered an opportunity to subscribe to prepaid service
using a Visa, MasterCard or Discover Card. If this process results in a successful deposit, the
caller and called party are reconnected. If for any reason this transaction is not successful, the
called party’s number is placed in an outbound interactive voice response system (IVR) that
subsequently provides guidance on how to establish a billing account.
Collect Billing
Traditional collect is the default billing method for inmate/ward calls. Calls placed collect to
numbers that can be billed through local exchange carriers will be completed and billed by that
carrier, unless an established billing threshold has been reached or exceeded. In this latter
case, GTL will block further billing and offer the called party an option to either establish a direct
remit billing account or a prepaid account. Notice that a threshold has been reached is via an
automated outbound call to the called party’s number.
Direct Remit Billing
Direct Remit Billing (DRB) Set Up: As an alternative to traditional Collect billing, GTL offers
credit worthy subscribers an opportunity to be directly billed by GTL for collect calls. This service
offers extended credit consistent with billing thresholds established by contract. Subscribers
can receive calls and be billed on a post-pay basis. Monthly billing statements are rendered with
a remittance slip attached and call details and payment histories displayed. Accounts
information is secured in accordance with prevailing federal CPNI regulations. Initial account set
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up is arranged by a GTL customer service rep in order to validate the billing name and address
for file retention.BNA or billing name and address must be obtained and retained on every
account as a natural extension of monthly mailing of bill statements.
DRB Payments by Phone: An interactive voice response (IVR) system is provided for current
account holders to make a payment, check their balances and get payment instructions by
USPS or Western Union. Validated credit card payments are posted immediately. This payment
channel is available 24/7/365.
DRB Payments on the Web: GTL’s “storefront” website, www.offenderconnect.com, is
available to both potential and active subscribers. This website can accommodate both account
set up and facilitate payments to existing accounts, balance verifications and payment
instructions by USPS and Western Union.
DRB Payments via Other Methods: customers may call GTL’s toll-free number to make
arrangements to make payments using a cashier’s check, personal check, Western Union, or
money order. The party’s ability to receive calls from the facility is reinstated within twenty-four
(24) hours of payment receipt.
DRB Billing Thresholds: each new DRB account will be created with a $100/month billing
threshold or other such threshold that may be established by mutual consent of the CDCR and
GTL. Exceptions will be determined on a case by case basis. For example, defense attorneys
and bail bondsmen may require special consideration given their respective roles within the
corrections environment.
Prepaid Collect Account
Inmate/ward calls to destination numbers that are unable to receive collect calls can be
completed through GTL’s prepaid collect program.
Prepaid Collect Set Up: Contacting GTL’s customer service to establish a prepaid account is
an easy process. The customer can set up an account with their credit card which provides
immediate capabilities to receive collect calls from the inmate or ward. Alternatively we accept
other forms of payment including cashier’s check, personal check, Western Union, or money
order.
x Initial account set up is arranged by a GTL customer service representative in order to
validate the billing name and address for file retention.
x
During initial account set up, the account holder is informed of the one-time fee
applicable to the initial deposit and that no subsequent deposit fees apply.
Prepaid Collect Deposit Via Automated Phone Prompts: When allocated funds in a called
party’s existing GTL prepaid collect account are depleted, at the time of the next inmate call to
that number, GTL’s automated operator informs the party that a deposit to the account is
required before the current or future calls from the correctional facility can be completed. If the
party elects to allocate additional funds using his or her credit card, the inmate’s current call is
connected as soon as the party completes the automated steps to replenish the account.
Prepaid Collect Deposit via the Web: Prepaid collect customers are invited to use GTL’s Web
site on the Internet, 24 hours a day, 7 days a week, to deposit funds to their existing prepaid
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collect accounts. The party’s ability to receive calls from the facility is reinstated within twentyfour (24) hours of payment receipt.
Prepaid Collect Deposit via Other Methods: prepaid collect customers may call GTL’s tollfree number to make arrangements to replenish prepaid funds using a cashier’s check, personal
check, Western Union, or money order. The party’s ability to receive calls from the facility is
reinstated within twenty-four (24) hours of payment receipt.
Checking Prepaid Collect Balances: At the time of each inmate call to the owner of a prepaid
collect account, GTL’s IWTS automatically announces to the called party the current balance in
the account. GTL also provides a toll-free number that a consumer may call anytime (24 hours
per day, 365 days per year) to check the balance on his/her existing prepaid collect account.
6.14.2.2 Monthly IWTS Collect Call Charge Limits
The IWTS may include monthly Maximum Collect Call Charge Limits to a
telephone number. Once the threshold is reached, the called party will be
required to make a payment towards the balance otherwise their telephone
number will be blocked. The maximum collect call charge limit (if any) shall
be no less than $100 per month. The Prime Contractor shall provide a
means for customers, with a record of regular full payment paid by the
statement’s due date, to increase their monthly limit by $50.00 increments
up to a minimum of $300.00 per month or greater by mutual agreement
between the Prime Contractor and the State. The Prime Contractor shall
establish a means of notifying customers anytime they are approaching an
established maximum collect call charge limit. There may be call limit
exceptions to offices that provide legal services and receive a large volume
of calls within a month.
Bidders shall describe the business practice they will employ to establish:
1. A monthly maximum limit on collect call charges (if any);
2. The methods they will use to advise customers when they are
approaching the monthly maximum limit; and,
3. The policy they will employ for customers, with good payment
records, to raise the monthly maximum limit.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
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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:
A collect billing monthly threshold of $100 will apply to all accounts with an option for customers
demonstrating credit worthiness to increase their limit as required herein. Outbound IVR calls
will be used to notify customers when their accounts near their threshold. Delinquent accounts
will be blocked and the account holder will be encouraged to move to prepaid service. Defense
Attorneys, Bail Bonds Agents and others who routinely provide services to inmates and wards
can be granted special status and offered higher billing thresholds.
GTL will provide a means for customers with a record of regular full payment paid by the
statement’s due date, to increase their monthly limit by $50.00 increments up to a minimum of
$300.00 per month or greater by mutual agreement between GTL and the State.
6.14.3 IWTS PREPAID BILLING SERVICES
Bidder’s response block added per Addendum 3
The Prime Contractor shall provide all services associated with Prepaid Billing
Services to the called party such as billing, arrangements for the collection of funds
and administering account balance information.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL provides and manages all aspects and associated services of our Prepaid Billing Services
to called parties, including billing, arrangements for the collection of funds, and administering
account balance information.
6.14.3.1 IWTS Prepaid Call Processing
When an inmate/ward places a call on the IWTS, the IWTS shall be able to
make a determination and handle the call as follows:
158) If the called party has a prepaid account and there is a balance
with enough funds to make a three (3) minute call, then the call will
be processed to the called party’s number and the called party will
hear the balance of their account before being given the opportunity
for call acceptance. The system will include a time-out warning to
the called party and inmate/ward when funds are depleted and when
the call is about to be terminated.
159) If the called party’s number is determined to not qualify for prepaid
call charges when the prepaid account does not have sufficient
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funds, then the inmate/ward will hear a recorded message stating
“calls to this number cannot be completed at this time.” The called
party will be notified and given the option to establish a mechanism
to allow calls to be billed to this number.
The IWTS must have a method of automatically and immediately
contacting the called party at the telephone number dialed by the
inmate or ward. Notification will be given that an inmate is attempting
to call, and the message will provide guidance on how to contact a
Customer Service Representative about their prepaid account. The
IWTS shall make a secondary notification call to the called party if
the called party hangs up on the first attempt.
Bidders shall describe the specific process their system will employ
to qualifying prepaid calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
Description:
When an inmate/ward’s call goes to a number associated with an existing prepaid account, and
the balance in the account is sufficient for at least a three-minute call, the called party will hear
the balance in the account before being given the opportunity for call acceptance. The system
will provide a timeout warning to the called party and inmate/ward when funds are depleted and
the call is being terminated.
If a call is terminated due to depletion of funds in a prepaid account, the called party will be
given the choice to make a deposit using a credit card and GTL’s automated IVR system or
contact GTL’s Customer Service Department to arrange a deposit to the account using a credit
card or other forms of payment.
If the called party’s number is determined not to qualify for prepaid call charges when the
prepaid account does not have sufficient funds, then the inmate/ward will hear a recorded
message stating “calls to this number cannot be completed at this time.” The called party will be
notified and given the option to establish a mechanism to allow calls to be billed to this number.
Inmate/Ward calls to non-billable numbers automatically evoke a process whereby the caller is
placed on hold and the called party is offered an opportunity to subscribe to prepaid service
using a Visa, MasterCard or Discover Card. If this process results in a successful deposit, the
caller and called party are reconnected. If for any reason this transaction is not successful, the
called party’s number is placed in an outbound interactive voice response system (IVR) that
subsequently offers prepaid subscription.
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California Technology Agency IWTS/MAS IFB 11-126805
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Global Tel*Link FINAL BID February 28, 2012
6.14.3.2 IWTS Prepaid Account Payment Methods
Prepaid Account Payment Methods may include checks, credit cards, bank
debit cards, money orders, certified check, Western Union or through some
other third party means.
The Prime Contractor shall accept the following types of payment for
prepaid calling:
a) Western Union [3rd party payment];
Certified check;
Via the Internet;
d) Credit card;
e) Bank debit card; and,
f)
Money order.
Bidders shall describe the process for establishing and administering
prepaid accounts, including all methods by which a prepaid account may be
paid.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes_ X _No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
GTL accepts the following types of payments for funding Prepaid Collect accounts:
x
Western Union
x
Certified Check
x
Via the Internet with a Credit Card
x
Bank Debit Card
x
Money Order
Prepaid Collect Setup: Contacting GTL’s customer service to establish a prepaid account is an
easy process. The customer can set up an account with their credit card which provides
immediate capabilities to receive collect calls from the inmate or ward. Alternatively we accept
other forms of payment including cashier’s check, personal check, Western Union, or money
order.
Customers have a wide variety of choices to administer and maintain their accounts as
described below:
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Volume I, Section 3 Technical Response
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Global Tel*Link FINAL BID February 28, 2012
Checking Prepaid Collect Balances: At the time of each inmate call to the owner of a prepaid
collect account, GTL’s IWTS automatically announces to the called party the current balance in
the account. GTL also provides a toll-free number that a consumer may call anytime (24 hours
per day, 365 days per year) to check the balance on his/her existing prepaid collect account
Prepaid Collect Deposit via Automated Phone Prompts: When allocated funds in a called
party’s existing GTL prepaid collect account are depleted, at the time of the next inmate call to
that number, GTL’s automated operator informs the party that a deposit to the account is
required before the current or future calls from the correctional facility can be completed. If the
party elects to allocate additional funds using his or her credit card, the inmate’s current call is
connected as soon as the party completes the automated steps to replenish the account.
Prepaid Collect Deposit via the Web: Prepaid collect customers are invited to use GTL’s Web
site on the Internet, 24 hours a day, 7 days a week, to deposit funds to their existing prepaid
collect accounts. The party’s ability to receive calls from the facility is reinstated within twentyfour (24) hours of payment receipt.
Prepaid Collect Deposit via Other Methods: prepaid collect customers may call GTL’s tollfree number to make arrangements to replenish prepaid funds using a cashier’s check, personal
check, Western Union, or money order. The party’s ability to receive calls from the facility is
reinstated within twenty-four (24) hours of payment receipt.
6.14.3.3 IWTS Unused Prepaid Account
Unused Prepaid Accounts that have no IWTS call activity for 90 calendar
days may indicate that there is no longer a need for the account. The
Prime Contractor shall notify the account holder of any such circumstance
in writing within two (2) weeks following the 90-day period of no IWTS
activity. The written notification will include detailed instructions that
describe the Prime Contractor’s processes for closing the account and the
End-User receiving the unused balance of funds that are in the account.
The Prime Contractor shall not automatically close any prepaid account due
to lack of use for any period of time. The Prime Contractor shall only close
a prepaid account at the customer’s direction or under the following
condition: Prime Contractor must provide a written notification to the
customer of intent to close an account. This written notification must be
sent via United States Postal Service (USPS) mail. If there is no response
from the customer by any means after 180 calendar days from the posting
of the written attempt, Prime Contractor may then close the prepaid
account.
Bidders shall describe the process they will employ to identify unused
prepaid accounts, the notification process in the event of 90 calendar days
of inactivity, and the Bidder’s policy regarding timely return of unused funds.
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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:
GTL’s prepaid account system identifies prepaid accounts that have no IWTS call activity for a
period of 90 calendar days. We will provide written notification within two weeks of the
completion of the 90 day inactivity period with instructions that describe GTL’s processes for
closing the account and the End-User receiving the unused balance of funds that are in the
account. If the customer requests a refund, we will refund their balance within 30 days of
receipt of a written valid request.
If there is no request for refund from the customer after receipt of GTL’s initial notification, GTL
will send written notification via United States Postal Service (USPS) mail of our intention to
close the account. If there is no response from the customer by any means after 180 calendar
days from the written attempt, GTL will close the prepaid account.
6.14.4 IWTS PROCESSING OF CALLS TO CELL PHONES
The IWTS will process inmate/ward calls to cell phones that have an established direct
bill account with the Prime Contractor in accordance with the following terms. The end
user will provide the Prime Contractor:
1) Proof of a subscription cell phone service that includes their name on the
monthly bill and reflects their primary billing address;
2) Their mailing address, if different from the billing address; and,
3) Name of their wireless service provider.
All calls to cell phones will require the end-user to set up a direct bill account with the
Prime Contractor and shall have the option of being collect or prepaid.
The Prime Contractor will not establish accounts where no documentation is provided
or where the documentation provided:
1) Does not include the end user’s name and primary billing address on the
monthly bill,
2) Has a mailing address that is different from billing address, and
3) Identifies a service, service provider, or cell phone associated with a pay-asyou go or disposable cell phone.
Bidders shall describe the process they will employ to differentiate between cell
phones that are qualified to receive calls and those that are not. Describe how often
the databases that are used for cell phone providers are updated.
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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:
GTL complies and will establish Directly Billed accounts for cell phone numbers where the
prospective account holder’s billing name and address (BNA) can be confirmed or when the
prospective account holder provides documentation to confirm BNA. In either case, the cell
phone carrier will be identified. This latter documentation will generally be in the form of a copy
of their most recent cell phone bill, which can be emailed or faxed in advance of account
creation. GTL utilizes an email address and fax number for this purpose. Under no
circumstances will “Pay-as-you-Go” cell phones be eligible for either Directly Billed accounts
The only cellular telephones eligible to receive and accept calls through the IWTS are those
associated with established GTL payment accounts. Cell phones are identified during the
system’s validation process via Transaction Network Services (TNS) LIDB data. This includes
Neustar database information which accounts for “ownership” of all 10-digit numbers. TNS data
are updated nightly (every 24 hours). All calls to cell phones will require the end-user to
establish a direct bill account with GTL and shall have the option of being collect or prepaid.
6.14.5 IWTS BACK BILLING OF CHARGES
Bills for calls that have not been presented to the appropriate collection service, Credit
Card Company or direct billed party within 90 calendar days shall be considered nonchargeable and no longer collectable by the Prime Contractor. The Prime Contractor
shall have the burden of proof regarding collection or payment disputes.
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 internal “age of toll” process, as well as the “age of toll” restrictions applied by clearing
houses is in compliance with the State’s prohibition of back-billing of charges older than 90
days. GTL agrees that, should we fail to present inmate/ward call charges to the appropriate
collection service, credit card company, or direct billed party within 90 calendar days of the call
the call will be considered non-chargeable and no longer collectible by GTL. GTL will bear the
burden of proof regarding collection or payment disputes.
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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
6.14.6 IWTS MONTHLY CUSTOMER STATEMENTS
The Prime Contractor shall provide the called party with IWTS Monthly Customer
Statements. The Prime Contractor will provide billing details for all calls including
collect calls and prepaid calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
GTL will provide called parties with monthly statements that detail inmate/ward calls accepted
during the billing period.
Collect Call Service: When an IWTS call goes to a number that can be billed for
inmate/ward calls through the Local Exchange Carrier the call is processed and delivered to
the number as collect. At the end of each billing cycle, GTL sends call records for completed
calls to appropriate LECs to be added to the called parties’ respective monthly telephone
bills.
Direct Bill Service: The customer with a Direct Bill account will receive a telephone bill
each month directly from GTL detailing inmate/ward calls placed through the IWTS and
accepted by the customer during the previous billing period.
Prepaid Collect Service Monthly billing statements are optional for Prepaid Collect
customers and can be provided via GTL’s secure Website. GTL will mail monthly statements
to any Prepaid Collect customer who prefers this option. GTL will inform the customer when
setting up a prepaid account that Monthly Customer Statements are available at no extra
charge.
6.14.6.1 IWTS Monthly Customer Billing Statement Content
Requirement revised per Addendum 11
The IWTS Monthly Customer Billing Statement Content for collect and
prepaid calls shall include:
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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
160)
Statement billing period;
161)
Customer number or other reference number (if applicable);
162)
Prime Contractor’s toll free Customer Service telephone
number regarding billing;
163)
A detail of each call, including:
a)
Date and time of call (PST);
b)
Originating CDCR facility;
c)
Telephone number called;
d)
Conversation Minutes (to the nearest minute);
e)
Rate per-Conversation Minute;
f)
Applicable federal universal fees and other related taxes; and,
g)
Total call cost.
164)
Call billing format (collect call or prepaid call):
a)
The beginning account balance and ending account balance;
b)
An explanation of how total Conversation Minutes are rounded to
the nearest one (1) minute and total billed to the nearest $0.01;
c)
A note of how IWTS Conversation Minutes will be billed in
increments of a one (1) minute initial increment and one (1) minute
subsequent increments.
d)
A description of the applied federal universal fees and other related
taxes;
e)
A description of the rates for Local, IntraLATA, InterLATA, and
Interstate Calls as well as information on where to find the rates for
International Calls; and,
f)
An explanation of where to find information on how to request a
refund of any unused prepaid account balance.
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 Monthly Billing Statements will be configured to include all of the following required
information:
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Volume I, Section 3 Technical Response
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California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
1) Statement billing period;
2) Customer number or other reference number (if applicable);
3) Prime Contractor’s toll free Customer Service telephone number regarding billing;
4) A detail of each call, including:
a) Date and time of call (PST);
b) Originating CDCR facility;
c) Telephone number called;
d) Conversation Minutes (to the nearest minute);
e) Rate per-Conversation Minute;
f)
Applicable federal universal fees and other related taxes; and,
g) Total call cost.
5)
Call billing format (collect call or prepaid call):
a) The beginning account balance and ending account balance;
b) An explanation of how total Conversation Minutes are rounded to the nearest one
(1) minute and total billed to the nearest $0.01;
c) A note of how IWTS Conversation Minutes will be billed in increments of a one
(1) minute initial increment and one (1) minute subsequent increments.
d) A description of the applied federal universal fees and other related taxes;
e) A description of the rates for Local, IntraLATA, InterLATA, and Interstate Calls as
well as information on where to find the rates for International Calls; and,
f)
An explanation of where to find information on how to request a refund of any
unused prepaid account balance.
6.14.6.2 IWTS Delivery of Monthly Billing Statements
Requirement revised per Addendum 3
The Prime Contractor shall give the customer the option of receiving on-line
or hard copy billing statements. If hard copy is selected, a hard copy of the
Monthly Billing Statements will be mailed to the called party no more than
ten (10) business days following the billing month at no additional charge to
either the State or to the customer. The Prime Contractor shall inform the
customer when setting up a prepaid account that Monthly Billing
Statements are available at no extra charge and that statements of usage
for any of the last six (6) months can be requested at any time at no charge.
Monthly Billing Statements shall be for one (1) calendar month starting with
the first of each month.
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
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
GTL will give customers the option of receiving on-line or hard copy billing statements. Without
additional charge to the State or the customer, Monthly Billing Statements will be mailed within
10 business days following the billing month. GTL will inform the customer when setting up a
prepaid account that Monthly Customer Statements are available at no extra charge and that
statements of usage for any of the last six months can be requested at any time at no charge.
Monthly billing statements will be for one calendar month starting with the first of each month.
6.14.6.3 IWTS Monthly Customer Billing Statements On-Line
The Prime Contractor shall provide the ability to view IWTS Monthly
Customer Billing Statements On-Line through the Public Web Portal.
Customers shall be provided the opportunity to view the current Monthly
Billing Statement and six (6) most current Monthly Billing Statements
through the Public Web Site at no charge to the customer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
At no charge, families and friends of inmate/wards will be able to view their current GTL Monthly
Billing Statements and Monthly Billing Statements for the most recent six-month period on-line
through GTL’s Public Web Portal. Access to the each person’s private billing information will
require the entry of a valid username and password.
6.14.6.4 On-Line Payment for IWTS Prepaid Accounts
The Prime Contractor shall provide customers the ability to make on-line
payments for IWTS charges detailed on the Monthly Billing Statements
regarding their prepaid account.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
Families and friends of inmate/wards will be able to make on-line payments to their prepaid
accounts for the IWTS call charges on their Monthly Billing Statements.
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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
6.14.7 DELINQUENT ACCOUNTS
The Prime Contractor shall provide customers with written notification if a payment is
not received. The Prime Contractor shall establish a deadline for payment, after which
the account may be blocked until payment is received.
Bidders shall describe the practices they will use throughout the term of the Contract in
dealing with Delinquent Accounts, including a description of what constitutes
delinquency, how notification of Delinquent Accounts will be made to customers, and
the Bidder’s policy for reinstating customers’ accounts once payments are current.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
GTL invoices customers with net 30 payment terms. Customers have 30 days from the date of
the invoice to remit full payment to GTL. GTL considers an invoice delinquent at 1 day past
due. We offer a grace period of 15 days for payment on the invoice. Any invoice which is not
paid in full within 45 days from invoice date will result in a block being placed on the line of the
telephone number receiving the telephone calls.
Calling campaigns are initiated each month to contact customers with outstanding direct bill
invoices over 30 days. We make 3 attempts to reach the customer to inform of their delinquent
invoice until we reach the customer. The time frame for block removal after payment of a past
due amount depends on the payment method. The table below shows payment methods and
time frames for block removal.
Payment Method
Credit Card
Western Union
Any type of mailed payment
©2012 Global Tel*Link
Time Frame for Block Removal
Immediate
Same day (where available)
Duration of postal service delivery plus 24 hours
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6.15 IWTS TRANSITION REQUIREMENTS
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6.15
IWTS TRANSITION REQUIREMENTS
Bidder’s Response Block added per Addendum 3
The implementation of an IWTS services involves a great deal of coordination and cooperative
effort between the CDCR, the incoming and the outgoing Prime Contractors. This section
details some of the requirements necessary for an effective transition process. It is impractical
to detail all of the Transition Requirements that must occur for a smooth transition from one
contract to another and in fact, it is each party’s cooperative effort that will have the greatest
effect on the process. At the end of the Contract, during the transition process to the future
IWTS contract, the State will take ownership of the IWTS telephone equipment including all
telephones, enclosures, and cut-off switches located at CDCR facilities. The Prime Contractor
will continue to maintain ownership and responsibility for all live monitoring, investigative and
administrative components along with the appropriate transition and removal of that equipment.
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 fully cooperate with the State in the planning, coordination and implementation required
for a smooth transition-in (IWTS/MAS Contract) and transition-out (future IWTS contract)
phases. We understand that at the end of the contract the State will take ownership of the IWTS
equipment including all telephones, enclosures, and cut-off switches at CDCR facilities; while
GTL will retain ownership and responsibility for removal of all live monitoring, investigative and
administrative components of the IWTS.
6.15.1 PRIME CONTRACTOR COOPERATION
Requirement revised per Addendum 3
The Prime Contractor shall cooperate fully with the State in planning, coordinating and
implementing both required transition phases. For both the Transition-In (IWTS/MAS
Contract) and Transition-Out ( future IWTS/MAS contract) phases, the Bidder will
provide a plan that will assure the State that all services will be transitioned in a timely
and efficient manner as described in Section 6.13.9, IWTS Transition Plans.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: IWTS Transition-In and Transition-Out Plans
Location: Volume I, Section 3 Sub-Tab: GTL Business Plan I Page 3-I.1
Description:
We will fully cooperate with the State in the planning, coordination and implementation required
for the transition-in (IWTS/MAS Contract) and transition-out (future IWTS contract) phases. For
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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 transition-in phase, GTL as the incumbent will provide a plan that will provide the State
assurance that all services will be transitioned in a timely and efficient manner to our proposed
services included in the contract. GTL will also provide such a final transition-out plan upon the
completion of the IWTS contract.
Our preliminary plans for Transition-In and Transition-Out are presented at the bid location
referenced above.
6.15.2 TRANSFER OF IWTS EQUIPMENT OWNERSHIP
Requirement revised per Addendum 7
The Prime Contractor shall abandon in place, at no cost to the state, all telephones,
enclosures, cut-off switches and associated cabling as part of the Transition-Out
process to the future IWTS/MAS contract. The Prime Contractor shall continue to
maintain all equipment until the Transition-Out process has been completed and
accepted by the CDCR Operations Manager. Major milestones dates shall be
identified by CDCR Operations Manager in the approved Transition-Out Plan.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
We will transfer ownership from GTL to the State of all telephones, enclosures, cut-off switches
and associated cabling, as part of the Transition-Out phase to the future IWTS/MAS contract.
GTL will maintain all equipment until the Transition-Out process has been completed and
accepted by the CDCR Operations Manager with the understanding that upon transition of
traffic to another vendor the maintenance of the telephones, enclosures, cut-off switches, and
associated cabling shall be the responsibility of the new vendor. GTL understands that major
milestone dates will be identified by the CDCR Operations Manager in the approved TransitionOut Plan agreed upon by GTL, CDCR, and any vendor providing subsequent IWTS services
that is not GTL.
6.15.3 IWTS TRANSITION PLANNING
Requirement revised per Addendum 7
The purpose of the IWTS Transition Planning is to assure that the State and the EndUsers experience a near uninterrupted Transition-In and Transition Out of the
contracted services.
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California Department of Corrections and Rehabilitation
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Within ten (10) business days after the Contract award, the State will contact the Prime
Contractor to schedule a meeting that will include the State and Prime Contractor staff
to discuss transition details that include: planning, coordination, and implementation.
The State recognizes the complexities and risks involved in a transition project of this
size and magnitude. The State reserves the right to modify the Transition In/Out
Plans.
The Prime Contractor is expected, as part of the required IWTS Transition-In planning,
to coordinate with the incumbent provider(s) on all actions required to facilitate timely
and orderly transition of services. The Prime Contractor shall participate in two (2)
transition phases: the IWTS Transition-In phase is the transition from the incumbent
Contractor services to the new Contract services and the IWTS Transition-Out phase
occurs at the end of the Contract term or cancellation of the Contract, whichever
occurs first.
For both IWTS Transition-In and IWTS Transition-Out, the entire transition process
must be transparent and take place at no additional cost to the State.
Coordination and development of an installation plan will be organized between the
Prime Contractor, CDCR Operations Manager, the incumbent IWTS contractor and the
facility’s staff.
To ensure that the CDCR business objectives are met, the CDCR Operations Manager
shall have final approval authority for both IWTS Transition-In and IWTS TransitionOut Plans.
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
We understand that the purpose of the transition planning is to assure the State, CDCR and the
End-Users experience a transparent transition in and out of the contracted services and at no
additional cost to the state.
Given that GTL is the incumbent provider of the IWTS, the coordination of the IWTS TransitionIn planning and orderly transition of services are greatly enhanced as compared to a vendor-tovendor transfer. For the IWTS to a future IWTS Transition-Out planning, GTL will coordinate
and participate in all meetings for an orderly transition. During both Transition-In and TransitionOut, GTL will perform tasks within the transition plans to make sure that each transition is as
transparent as possible.
GTL understands that coordination and development of an installation plan will be organized
between GTL, CDCR Operations Manager and the facility’s staff. To ensure that the CDCR
business objectives are met, GTL understands the CDCR Operations Manager shall have final
approval authority for both IWTS Transition-In and IWTS Transition-Out Plans.
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Global Tel*Link FINAL BID February 28, 2012
6.15.4 IWTS STRATEGIC AND OPERATIONAL PLANNING
The Prime Contractor will work with the State for technology planning and is expected
to assist in:
1) Development of goals and objectives;
2) Assessment of the current environment; and,
3) Development and analysis of recommended strategies, solutions, and
alternatives.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
GTL looks forward to working with the State for technology planning; assisting in the
development of goals and objectives; assessment of the current environment; analysis of
alternatives; development of recommended directions and solutions; and the development of
implementation plans.
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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
6.16 MANAGED ACCESS SYSTEM SERVICES
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6.16
INTRODUCTION FOR THE MANAGED ACCESS SYSTEM SERVICES
Requirement revised per Addendum 11
The CDCR is the primary user of the IWTS/MAS Contract. Exhibit 6-O, Adult Institution MAS
Locations and Exhibit 6-P, Future Adult Facility MAS Locations Anticipated includes the CDCR
locations, addresses, and telephone numbers in addition to the anticipated CDCR locations that
may use the MAS services.
The State seeks a Prime Contractor maintained Managed Access System. The MAS will
provide the CDCR with complete 24-hour continuous blocking of all unauthorized cellular
wireless communications within the scope of the facility with the exception of calls to 9-1-1
Emergency Telephone System (9-1-1 ETS). Concurrently, the MAS will allow full transmission
functionality of authorized cellular devices operating in the same coverage areas.
The MAS implementation shall be completed within 36 months following Contract award. The
State has identified a phased approach, Exhibit 6-S Managed Access System Implementation of
Facilities, that includes: Phase 0, one (1) facility to be completed within 5 months of contract
award; Phase I, 17 facilities to be completed within 18 months of contract award; Phase II, 19
facilities to be completed within 36 months of contract award. Future Phases/Sites currently in
the design, construction and/or planning stages shall be completed within 6 months of the
States request to Prime Contractor. The CDCR Operations Manager and the Prime Contractor
will collaborate to finalize the implementation schedule. The Prime Contractor shall not begin
implementation of Phases I, II, and Future Phases/Sites without CDCR acceptance of Phase 0
test results. The Prime Contractor shall be responsible for all costs associated with
implementation of the MAS services, including costs associated with new installation of MAS
equipment and services.
The MAS services shall minimize the demands of State personnel through innovative use of
technology and streamlined processes. The responsibilities of the State Contractor are outlined
in Attachment 1, Statement of Work (SOW). The responsibilities of the Prime Contractor for the
MAS services are outlined in Section 6.21.1.1, MAS Responsibilities of the Prime Contractor.
The MAS services will be deployed at CDCR facilities within a custodial environment; therefore
certain security requirements are enforced. Site access and rules associated with working in a
custodial environment are described in Exhibit 6-A, Special Correctional Environment.
The Prime Contractor shall engineer, furnish, install, test, and maintain all equipment, software,
and cabling to interconnect devices required for the proper functionality of the MAS.
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 3.669
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Technical Response Format Requirement. Manufacturer’s literature is only
acceptable when it is specific to the Bidder’s response.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
Drawings, plans, and diagrams are included where required for specific responses to further
describe details of our “Yes” responses to technical requirements in Section 6.
6.16.1.3
Pacific Time
Requirements to time shall be displayed in Pacific Time (PT).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
6.16.1.4
Special Correctional Environment
Requirement revised per Addendum 3
By their nature, correctional facilities require a high level of security twentyfour hours a day, seven (7) days a week. Because of this need to maintain
security, all potential Bidders must be aware of the regulations regarding
access to install or maintain equipment at the institutions. The rules and
procedures associated with access and performance in this special
environment are provided in Exhibit 6-A, Special Correctional Environment.
Access and project schedules are subject to change without notice that may
be a result of lockdowns or other access limitations at one or more
correctional facilities.
The Prime Contractor will be responsible for implementing services that will
operate in the existing environment. The CDCR provides no guarantee that
the current institutional environments will remain the same.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.671
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.17.1 MAS COMPLIANCE
Requirement revised per Addendum 7
The MAS services shall comply with all regulatory requirements imposed by local, state,
and federal regulatory agencies and any legislative requirements imposed throughout the
term of this Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
MAS services provided by GTL and its subcontractor
will comply with all
regulatory requirements imposed by local, state, and federal regulatory agencies and any
legislative requirements imposed throughout the term of this Contract.
6.17.1.1
MAS Local, State, and Federal Statutory and Regulatory Compliance
Requirement revised per Addendum 11
The MAS services shall comply with all statutory and regulatory requirements
imposed by local, state, and federal regulatory agencies for all systems and
services provided throughout the term of this Contract. The Prime Contractor
shall work with the State to implement any changes as dictated by the statute
or regulation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
MAS services provided by GTL and
will comply with all statutory and regulatory
requirements imposed by local, state, and federal regulatory agencies for all systems and
services provided throughout the term of this Contract. GTL will work with the State to
implement any changes as directed by the statute or regulation.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.673
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.17.1.2
MAS Legislative Compliance
Requirement revised per Addendum 11
The Prime Contractor shall comply with all legislative requirements imposed
by the State for all systems and services provided throughout the term of this
Contract, including all options. The Prime Contractor shall work with the
State to implement any changes as dictated by the statute.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will comply with all legislative requirements imposed by the State for all systems and
services provided throughout the term of this Contract, including all options. GTL will work with
the State to implement any changes as dictated by the statute.
6.17.1.3
MAS Hardware Engineering Documentation
The Prime Contractor shall provide engineering specifications for all major
hardware components used to meet the requirements of this Contract.
These engineering specifications shall provide an explanation of each
component's capability to adequately perform the MAS requirements. Any
future changes to the hardware or a component's configuration shall be
documented and provided to the State for approval prior to implementation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
page
paragraph
Description:
GTL will provide engineering specifications for all major hardware components used to meet the
requirements of this Contract. The specifications will include each component’s capability to
adequately perform the MAS requirements. Any future changes to the hardware or a
component’s configuration will be documented and provided to the State for approval prior to
implementation.
6.17.2 MAS SOFTWARE LICENSING
The Prime Contractor shall possess and document all software licenses necessary to
legally operate the MAS. The Prime Contractor shall own and maintain all software
for the term of the Contract.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.674
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.20
MAS DATA MANAGEMENT
6.20.1 MAS DATA OWNERSHIP
The Prime Contractor shall be the owner of the data collected, processed and stored
by the MAS. The CDCR shall be the owner of the administrative data pertaining to
all authorized cellular devices, authorized users, and all data produced and reports
generated at CDCR Operations Manager’s request throughout the term of the
Contract.
All data collected is confidential. Any unauthorized access to, copying, alteration,
use, sale, destruction, or dissemination of that data outside the scope of this
Contract without explicit permission by the CDCR Operations Manager is strictly
prohibited.
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:
We understand and agree that GTL will be the owner of the data collected, processed and
stored by the MAS, while the CDCR will own the administrative data pertaining to all authorized
cellular devices, authorized users, and all data produced and reports generated at CDCR
Operations Manager’s request throughout the term of the Contract.
All data collected will remain confidential. GTL knows that any unauthorized access to, copying,
alteration, use, sale, destruction, or dissemination of that data outside the scope of this Contract
without explicit permission by the CDCR Operations Manager is strictly prohibited.
Following are descriptions of how GTL will comply with the MAS data management
requirements below.
6.20.2 MAS DATA RETENTION
The Prime Contractor shall retain data storage for a five (5) year period. The five (5)
year period also applies to the Transition-Out of data upon expiration of the Contract
according to Section 6.20.7.3, MAS Export Data Format.
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 3.702
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:
No production data will be lost in the archival process. The MAS will support full administrative
query and reporting functions on the archived data.
6.20.4 MAS DISASTER PLANNING, BACKUP, AND RECOVERY
6.20.4.1
MAS Data Backup and Recovery Requirements
The Prime Contractor shall provide all backup and archival hardware,
supplies, and recovery procedures, which will ensure that no data will be lost.
The following requirements for this capability are listed 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 all backup and archival hardware, supplies, and recovery procedures. The
methods we use to ensure that no data will be lost are described in responses to requirements
in this section.
6.20.4.2
MAS Service Failures
The Prime Contractor shall provide in-service recovery of the databases
during a failure.
In-service recovery will allow the MAS service to continue to operate while a
failed portion is recovered. The backup shall protect against loss of data from
any CDCR correctional facility.
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
©2012 Global Tel*Link
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Volume I, Section 3 Technical Response
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Page 3.704
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
2)
Complying with the trouble ticket response times listed in 6.21.3, MAS
Trouble Ticket Priority Table;
3)
Participating in meetings with the CDCR Operations Manager and
staff and/or State staff for the purpose of presenting MAS
maintenance reports and discussing resolution to service issues and
concerns. These meetings will be 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 Subcontractor
at these meetings as requested by the CDCR Operations Manager or
other State staff. The Prime Contractor will be responsible for travel
costs;
4)
Coordinating with CDCR Operations Manager the Prime Contractor
and any Subcontractor staff’s access to CDCR facilities. All personnel
who will need one-time or ongoing access to a CDCR facility will be
required by CDCR to complete SOW Exhibit A, Gate Clearance
Information and Approval Sheet, and 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 employees who require access to a facility and do not
receive clearance will not be allowed to work on the Contract;;
Gate Clearances by a CDCR facility may take up to two (2) weeks.
Issuance of a Statewide CDCR identification badge from CDCR
Headquarters may take up to 60 business days;
5)
Providing skilled technicians who are properly trained and certified to
work on the Prime Contractor-provided equipment and software; and,
6)
Performing site surveys for all moves, adds, and changes as well as
new facility activations.
The site surveys will require written
documentation that will incorporate digital photos and other diagrams,
as needed to document the CDCR, facility, and Prime Contractor
action items. The 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
©2012 Global Tel*Link
page
Volume I, Section 3 Technical Response
paragraph
Page 3.717
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL will respond to trouble ticket issues within the time frames detailed in Table 6.21.3, MAS
Trouble Ticket Priority Table. As needed, the response will include the dispatch of appropriate
resources to the affected facilities.
6.21.5 MAS TRAINING REQUIREMENTS
6.21.5.1
MAS General Training Requirements
The Prime Contractor shall provide a customized training plan as described in
Section 6.21.5.1.3, MAS Training Plan. The Prime Contractor will train
Certified Trainers as described in Section 6.21.5.1.1, Trainer Certification by
CDCR. The Training Plan shall employ a hands-on, classroom and train-thetrainer 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:
As Prime Contractor, following contract award, GTL will provide a customized training plan as
described in Section 6.21.5.1.3, MAS Training Plan. We will train Certified Trainers as described
in Section 6.21.5.1.1, Trainer Certification by CDCR. Our Training Plan will employ a hands-on,
classroom and train-the-trainer approach at the CDCR Operations Manager office location.
6.21.5.1.1
Trainer Certification by CDCR
The Prime Contractor shall conduct a training class for the CDCR
Operations Manager. This 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. 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:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.732
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL will conduct a training class for the CDCR Operations Manager, which will provide an
opportunity for 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. GTL will provide a Training Plan at least two (2) weeks prior to the first CDCR
Trainer Certification presentation.
6.21.5.1.2
MAS Administration Training
The Prime Contractor shall provide MAS Administration Training to
CDCR Operations Manager and authorized staff prior to MAS
implementation and as needed throughout the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
MAS Administration Training for CDCR Operations Manager and authorized staff will be
provided prior to MAS implementation and as needed throughout the term of the Contract.
6.21.5.1.3
MAS Training Plan
The Training Plan shall contain a complete syllabus of how CDCR
authorized staff will be effectively taught to use the MAS. The
Training Plan shall include the goals, objectives, timelines, and
benchmarks associated with each training component. The Training
Plan shall also identify each piece of training material included in the
lesson plan (i.e., a MS PowerPoint presentation, or quick reference
guide, or ‘wiki’ type links) as well as the intended use and method(s)
of distribution. The Training Plan shall be subject to approval by the
CDCR Operations Manager. The Training Plan shall be kept current
by the Prime Contractor with modifications or implementation of any
features and/or functionality.
The Prime Contractor shall provide post-installation training/support
materials that may be used as refresher training, including customized
help menus provided in the application, web-based FAQs, Help Desk
support and self-contained training programs (e.g., DVD, web-based).
Bidders shall describe any additional methods of training to be
provided for MAS. These training materials and modifications shall
be subject to approval by the CDCR Operations Manager
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 3.733
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’s MAS Training Plan will contain a complete syllabus of how CDCR authorized staff will be
effectively taught to use the MAS. The Training Plan will include the goals, objectives,
timelines, and benchmarks associated with each training component. The Training Plan will
also identify each piece of training material included in the lesson plan (i.e., a MS PowerPoint
presentation, or quick reference guide, or ‘wiki’ type links) as well as the intended use and
method(s) of distribution.
We understand that the Training Plan will be subject to approval by the CDCR Operations
Manager. GTL will keep the Training Plan current with modifications or implementation of any
features and/or functionality.
GTL will provide post-installation training/support materials that may be used as refresher
training, including customized help menus provided in the application, web-based FAQs, Help
Desk support and self-contained training programs (e.g., DVD, web-based).
Additionally, live one-on-one web-based training will be available for the life of the contract. The
MAS Training Manager will work with CDCR to design any additional methods of training that
may be advantageous.
6.21.6 MAS USER MANUALS FOR CDCR AUTHORIZED STAFF
The Prime Contractor shall provide and maintain current MAS User Manuals for
CDCR Authorized Staff.
1) Customized CDCR user manuals shall contain information that pertains
specifically to use of the MAS features and/or functionality by CDCR
Authorized Staff.
There shall be no references to any features or
functionalities that are not provided in the MAS environment to CDCR.
2) CDCR user manuals shall contain detailed and clear instructions on the
operation of the MAS services.
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 as software version updates and
system configuration changes are made or equipment is installed or modified.
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 MAS and make
the documentation available to CDCR upon request.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.734
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
1)
Status and performance of all components;
2)
Equipment alarms and/or software errors; and
3)
Performance of the servers and web portals.
Bidders shall submit details regarding the MAS topology and how they will provide
control of all of the MAS sites. Bidders shall provide plans describing 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: GTL Business Plan
Location Volume I, Section 3 Tab: GTL Business Plan subtabs: J, K, L, M, N, O, P, Q
Description:
We describe MAS topology and control of MAS sites in this response. As referenced above, at
tab GTL Business Plan, we include these plans to ensure non-stop MAS operations for the
State:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.742
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.22.5.1.2
MAS Blocked Call Detail Record (BCDR) Content
The following information shall be captured and stored for all calls
blocked:
1) Correctional facility from which the call was placed;
2) Date and time;
3) Originator’s phone number;
4) Originator’s cellular device hardware ID; and,
5) Destination phone number (dialed digits).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: Sample MAS Blocked Call Detail Record Report
Location Volume IV tab: MAS Sample Reports page: MAS Report 1
Description:
6.22.5.2
CDCR MAS Administrative Reports and Alerts
6.22.5.2.1
MAS User ID Report
The MAS 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 and MAS User ID of the CDCROperations Administrator that created/activated the account with the
date and time stamp, the user account(s) created/activated, the date
the profile was deactivated, last successful or attempted log-in, and all
updates to the account.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: Sample MAS User ID Creation Report
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.749
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
1. GTL will 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 GTL’s
affiliates, subsidiaries, any Subcontractors, or resellers under this Contract.
2. All SLAs will be applied 24-hours a day, seven (7) days a week.
3. All SLAs will be classified as either Technical or Administrative. Unless otherwise stated in
the SLA, all technical SLAs will be applied to all systems and components.
4. GTL will monitor all service levels and identify when the service has failed to meet the SLA
objective identified in Section 6.23.4, MAS Technical Service Level Agreements, and Section
6.23.5, MAS 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
6.23.6, MAS Service Level Agreement Reports.
5. GTL understands that: the State will perform periodic SLA audits to ensure GTL 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 year’s Conversation
Minutes of use or MAS Service Level Agreement Rights and Remedies Minutes (MSLARRM)
as defined in SOW Section 11, Annual Run Rate Cost Adjustment. GTL will correct all errors
within 30 calendar days of written notification from the State.
6.23.2 MAS RIGHTS AND REMEDIES
Requirement revised per Addendum 7
If an outage/performance event fails to meet one (1) or more of the SLA objectives,
only the most severe MSLARRM will be applied.
To the extent that the Prime Contractor offers additional or more advantageous rights
and/or remedies, 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 MSLARRM totals every month as
described in SOW Section 11, Annual Run Rate Cost Adjustments.
The Prime Contractor will automatically calculate, report, and apply all Rights and
Remedies.
Rights and Remedies shall be assessed monthly and applied toward the MSLARRM
totals within 60 calendar days from the last day of the month in which the SLA
objective was missed.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.759
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 6.24.3, MAS 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:
Relative to MAS Rights and Remedies, GTL agrees:
x
If an outage/performance event fails to meet one (1) or more of the SLA objectives, only
the most severe MSLARRM will be applied.
x
To the extent that GTL offers additional or more advantageous rights and/or remedies,
the State shall be entitled to exercise the rights and/or remedies therein.
x
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 GTL to
apply “penalty minutes” to the MSLARRM totals every month as described in SOW
Section 11, Annual Run Rate Cost Adjustments.
x
GTL will automatically calculate, report, and apply all Rights and Remedies.
x
Rights and Remedies will be assessed monthly and applied toward the MSLARRM totals
within 60 calendar days from the last day of the month in which the SLA objective was
missed.
x
In addition, Rights and Remedies for all SLAs will allow the option for the State to invoke
the escalation process described in Section 6.24.3, MAS Escalation Plan.
6.23.3 MAS TROUBLE TICKET STOP CLOCK CONDITIONS
The MAS 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:
21) 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.
22) 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
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.760
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
continue until the time the CDCR Authorized Staff notifies the Prime
Contractor that the service has not been restored.
23) Time after a service has been restored, but CDCR Authorized Staff are not
available to verify that the service is working. If the service is later
determined by the CDCR Authorized Staff to not have been restored, the
Stop Clock shall apply only for the time period between the Prime
Contractor's attempt to notify the CDCR Authorized Staff that the Prime
Contractor believes the service has been restored and the time the CDCR
Authorized Staff notifies the Prime Contractor that the service has not been
restored.
24) Failures occurring as a result of a power problem, outside the control of the
Prime Contractor, which exceeds 30 minutes, except where power is
provided by a CDCR generator. Stop Clocks will apply after the initial 30
minutes as required in Section 6.17.8, MAS Power Requirements. Power
outages resulting from a backup generator test will not be considered a Stop
Clock condition. Power outages as a result of the Prime Contractor will not
be considered a Stop Clock condition.
25) The following contact/access problems, provided that Prime Contractor
makes specific efforts to contact the appropriate CDCR staff for site access
during the applicable Stop Clock period:
a) Access necessary to correct the problem is not available because
access has not been arranged by appropriate site contact or CDCR
authorized staff representative;
b) Site access is not granted to a technician who displays proper
identification;
c) Site has limited hours of access that directly impacts the Prime
Contractor’s ability to resolve the problem;
d) If it is determined later that the cause of the problem was not at the site
in question, then the Stop Clock shall not apply;
e) If CDCR prevents or delays the Prime Contractor’s resolution of the
problem, the delay shall be documented on the trouble ticket. In such
event, the Prime Contractor shall make a reasonable request to CDCR
authorized staff to correct the problem or delay; or,
f)
Delays in the process of admittance to the CDCR facility.
6) Failure of the trouble ticket originator or responsible CDCR Authorized Staff to
return a call from Prime Contractor’s technician for on-line close-out of trouble
tickets after the service has been restored as long as the Prime Contractor
can provide documentation substantiating message.
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Volume I, Section 3 Technical Response
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paragraph
No____
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
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GTL understands and agrees with all Service Levels, Definitions, Measurements, Monthly Objectives, and Rights and Remedies
defined in the above table: 6.23.4 MAS Technical Service Level Agreements.
Location
Description:
Reference:
Bidder understands and agrees to meet or exceed all of the Requirements as stated above? Yes X
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.23.6.2
MAS Critical Radio Frequency Service Issue SLA Report
The MAS Critical Radio Frequency Service Issue SLA Report shall be reported
independently on a per occurrence basis. A Critical Radio Frequency Service
Issue SLA Report shall be provided to CDCR within 60 calendar days of the
restoration date. Critical Radio Frequency Service Issue Reports shall include
the following information:
1)
Reporting period;
2)
Date and time of occurrence;
3)
Service, and component type;
4)
The CDCR facility name;
5)
Ticket open date;
6)
Ticket open time;
7)
Problem restoration date;
8)
Problem restoration time;
9)
Total stop clock duration;
10) Outage duration; and,
11) Right and Remedies.
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 3.773
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Description:
6.23.6.4
MAS Executive Service Summary Report
An MAS Executive Outage Summary Report may be requested by the CDCR
Operations Manager for any significant network outage or critical service failure.
An MAS 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:
©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 an Annual MAS SLA Trouble Ticket Summary Report displaying:
x
x
x
x
x
Grand total number of trouble tickets,
Number of trouble tickets with remedies per SLA type,
Total remedies/minutes per SLA type,
Grand total number of tickets with remedies/minutes and
Grand total of remedies/minutes.
6.23.6.6
Annual MAS SLA Trouble Ticket Summary by CDCR Facility Report
The Prime Contractor shall provide an Annual MAS 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:
GTL will provide an Annual MAS SLA Trouble Ticket Summary by CDCR Facility Report containing
the total number of trouble tickets per CDCR facility. For each facility, this report will also provide
total number of trouble tickets by SLA type and remedies applied for each SLA type.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.777
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.24
MAS BUSINESS PLAN REQUIREMENTS
Given the size and complexity of the MAS, 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 MAS 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 30 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 ten (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:
Location
page
paragraph
Description:
GTL has both the size and sophistication to effectively implement and support the IWTS/MAS
Contract. We have provided preliminary plans in this Volume I, Section 3 that identify GTL’s
approach to various aspects of supporting the MAS as described in this section. GTL will meet
with the CDCR Operations Manager to finalize the plans. All plans will be submitted within 30
calendar days following Contract award and will 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
ten (10) business days and that Plans rejected under CDCR review must be resubmitted within 15
calendar days.
6.24.1 PRIME CONTRACTOR MAS BUSINESS PLAN
Bidders shall provide a Prime Contractor MAS Business Plan as described below, and
annually thereafter, that details and demonstrates that qualified staff and resources are
available to support the business and contract requirements and management
activities consistent with the terms and conditions of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: GTL Business Plan
Location Volume I, Section 3 Tab: GTL Business Plan subtabs: J, K, L, M, N, O, P, Q, R
Description:
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.778
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
GTL has provided in this Volume I, Section 3, a set of MAS Business Plans, including a MAS
Staffing and Resource Plan that details and demonstrates that GTL has qualified staff and
resources available to support the business and contract requirements and management activities
consistent with the terms and conditions of the Contract. At the location indicated above, our MAS
Business Plan includes:
Tab: GTL Business Plan
Subtab
Page
J
MAS Staffing and Resource Plan
3-J.1
K
MAS Project Management Plan
3-K.1
L
MAS Escalation Plan
3-L.1
M
MAS Change Management Plan
3-M.1
N
MAS Configuration Management Plan
3-N.1
O
MAS Security Management Plan
3-O.1
P
MAS Service, Support, and Maintenance Plan
3-P.1
Q
MAS Data Backup and Disaster Recovery Plan
3-Q.1
R
6.24.1.1
Plan Name
MAS Transition-Out Plan
3-R.1
MAS Staffing and Resource Requirements
Bidders shall describe and identify the appropriate staff resources to be
assigned upon award of the Contract as listed below:
1) A list of personnel classifications assigned with required skills defined
for each classification.
2) An organization chart of personnel assigned to the Contract.
3) 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 (Implementation/Transfer, as appropriate);
d) Service Operations Manager; and,
e) Training Manager.
4) Executive level personnel shall be available to meet and confer with
the State on Contract related issues at the CDCR Operations
Manager office location; and,
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.779
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Brief resumes and full descriptions of Project responsibilities for GTL’s subcontracted staff are
included in our complete Staffing Plan in Volume I, Section 3, GTL Business Plan J MAS
Staffing and Resource Plan.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.783
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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Global Tel*Link FINAL BID February 28, 2012
requires that a LiveScan background check be conducted prior to
implementation and throughout the Contract. The Prime Contractor and any
Subcontractors will be required to complete the CDCR forms that include
providing personal information described in SOW Exhibit A, Gate Clearance
Information and Approval Sheet. Prime Contractor or any Subcontractor
employees who do not pass the required background screening criteria cannot
be assigned to any work area with access to MAS data or systems.
Gate Clearances by a CDCR facility may take up to two (2) weeks. Issuance
of a Statewide CDCR identification badge from CDCR Headquarters may take
up to 60 business days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
page
Location
paragraph
Description:
GTL and
employees who will need access to work areas at CDCR facilities will
complete and submit in a timely fashion all required forms, including those requiring personal
information for gate clearance approval.
6.24.1.3
MAS General Business Process Requirements
Bidders shall describe in detail the business and Contract management
processes.
Bidders shall describe in detail the ongoing processes and commitment to
providing quality service.
Bidders shall describe in detail the business processes for the implementation
and Transition-Out of the MAS portion of the Contract.
Bidders shall describe in detail the business processes for initiating service
orders, procurement of MAS equipment, tracking of trouble reports, and
adherence to Contract terms and conditions.
Bidders shall describe in detail the processes for installing, servicing and
maintaining the various components of the MAS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: GTL Business Plan
Location Volume I, Section 3 TAB: GTL Business Plan Tabs: J, K, L, M, N, O, P, Q, R
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.788
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.24.2.2
MAS Project Schedule
Bidders shall provide a MS Project Schedule (2003 or newer) for the MAS
implementation and describe how they will keep the project on schedule. The
MAS Project Schedule shall include tasks, durations, deliverables, responsible
parties, dependencies, start and end dates, schedule variances, and completion
status.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: MAS Implementation Schedule
Location: Volume I, Section 4B MAS Implementation Plan Page 4B.53
Description:
GTL and its subcontractor,
, have provided a MAS Project Schedule at the at the
bid location referenced above. This Gantt chart schedule was created and will be updated and
maintained in Microsoft Project and shows estimated start and completion dates for each task.
Our Project Management team will adhere to each step and timeline including dependant
events/activities to the project schedule on target. By consistently referring to the Project Schedule
and comparing actual deliverables along with dependant events to project timelines, we will know
well in advance if corrective action is required to keep the project on schedule.
6.24.2.3
Site Specific Information Requests for MAS
The Bidder’s project plan shall describe how Site Specific Information Requests
will be communicated in writing for implementation prior to the start of each
phase of work. Plan shall include materials and decisions from the CDCR
Operations Manager The methods the Contractor shall use to request
information from the CDCR Operations Manager are detailed in the SOW,
Exhibit F, Inmate/Ward Telephone System/Managed Access System Contract
Change Request and SOW, Exhibit G, Request For Information California
Department of Corrections and Rehabilitation Inmate/Ward Telephone
System/Managed Access System.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: MAS Project Management Plan
Location Volume I, Section 3 TAB: GTL Business Plan Tab: K
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
Prior to the start of each phase of MAS work, the implementation plan for the phase will be
complete with all materials and decisions received in writing from the CDCR Operations Manager,
including the CDCR Operation Manager’s final written approval.
If additional information is required for the design or development of final implementation plans,
GTL and
will submit to the CDCR Operations Manager a completed SOW, Exhibit
G, Request for Information California Department of Corrections and Rehabilitation Inmate/Ward
Telephone System/Managed Access System.
If changes are needed or desirable in a previously approved plan or currently installed element,
GTL and its subcontractor
will submit to the CDCR Operations Manager a
completed SOW, Exhibit F, Inmate/Ward Telephone System/Managed Access System Contract
Change Request.
6.24.2.4
Project Manager Certification for MAS
The Prime Contractor's proposed Project Manager must be certified by a
recognized project management organization (e.g. University certifications or
PMI) and must have a minimum of five (5) years’ experience managing large
scale telecommunications implementations.
Bidders shall describe the certification of the Project Manager that will be
assigned to the MAS project.
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 CDCR Project Manager, Garth Johnson, whose experience with large scale
telecommunications projects exceeds 12 years, has been certified by the following recognized
project management organizations:
Project Management Institute – Project Management Professional Certification – PMP Number:
189523 – Status: Member in good standing
George Washington University – Project Management Certificate
Additionally, Matt Stein, committed to GTL’s MAS Project
,
is a PMI certified Project Manager with 12 years telecommunications experience including wireless
communications, enterprise infrastructure, and telecommunications networking projects. Managing
the MAS implementation from the subcontractor’s side, Mr. Stine will work closely with GTL’s Garth
Johnson.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.802
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
Operational Executives and Management Supporting the MAS Project
Executives highlighted in blue in the chart will lead the core teams responsible for the success of
GTL’s MAS Project.
¾ Garth Johnson, Senior Vice President of Operations and GTL’s Project Manager for MAS
Implementation will provide executive level oversight for the implementation; ensuring that
the MAS equipment and services delivered by the MAS Project Implementation Team
satisfies all contractual requirements.
¾ Lauren Studebaker, Senior Vice President of Service will provide executive level oversight
to ensure that field service and maintenance as well as the MAS help desk services are
delivered in compliance with contractual requirements.
¾ Brenda Belderol, Sales Director – Western Region, will provide executive level oversight of
the MAS contractual and administrative requirements and the MAS Program Contract
Manager’s activities.
m
m
m
m m
m
m
m
R
m
m
m
Knowledgeable GTL employees who interface directly with CDCR Operations Manager and CDCR
staff comprise the visible “face” of GTL’s Field Service and Support Team. Behind the scenes, a
project-dedicated Radio Frequency (RF) Engineer/Technician provided by our subcontractor,
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.804
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
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6.24.3 MAS ESCALATION PLAN
The Bidder shall provide an Escalation Plan which details procedures, processes, and
personnel for use during an MAS failure.
The MAS escalation procedures shall be subject to State approval and all Prime
Contractor staff identified in the escalation plan shall be capable of being contacted by the
authorized State staff.
The Prime Contractor shall provide three (3) escalation levels from the organization to
address unanticipated difficulties like installation concerns, system downtime, and
degradation of services.
The Prime Contractor shall also provide additional escalation policies and points of
contact, including contact numbers (office telephone, mobile telephone, facsimile, e-mail),
titles, and chain of command, for use in case the Prime Contractor's efforts by the single
point of contact are insufficient in resolving a particular situation.
If the primary contact point is not the MAS Project Manager, the Prime Contractor shall
clarify the relationship of the Project Manager in the escalation process.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: MAS Escalation Plan
Location Volume I, Section 3 TAB: GTL Business Plan Tab: L
Description:
At the bid location noted above, we provide GTL’s comprehensive Escalation Plan, which details
procedures, processes, and personnel for addressing issues related to the resolution of MAS
trouble tickets. Highlights of this Plan are presented on the following pages. We understand that
all escalation procedures are subject to State approval.
Following Contract award, as the Prime Contractor, GTL will provide three (3) escalation levels
from GTL’s organization to address unanticipated difficulties like installation concerns, system
downtime, and degradation of services. We will also provide additional escalation policies and
points of contact, including contact numbers (office telephone, mobile telephone, facsimile, e-mail),
titles, and chain of command, for use in case the efforts by a single GTL point of contact are
insufficient in resolving a particular situation. If for any reason it is decided that GTL’s CDCR
Project Manager f
, is not to be the primary
contact point, we will clarify the relationship of the Project Manager in the escalation process.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.808
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
TROUBLE TICKET ESCALATION PROCESS
MAS escalation trouble tickets travel two separate, simultaneous paths shown below. The lefthand path denotes the technical process of escalation and the right hand path denotes the field
and account management process of escalation. These paths are detailed on the following pages.
Trouble Ticket
Level 1
Team Lead
Field Service Manager
Level 2
Technical Support
Manager
Account Executive /
Field Service Director
Level 3
FS Executive Director /
Sales Director
Technical Support
Executive Director
Level 4
Senior Vice
President Services
Level 5
President of Services
Trouble Ticket Escalation Levels Defined
Level 1 – If a trouble ticket passes the first time-based mark without resolution, the ticket is passed to the
technical support Team Lead and the Field Service Manager is notified. The Team Lead determines the
resources needed to accomplish a solution. The Field Service Manager contacts the customer to explain the
issue, the steps planned for resolution, and the anticipated time frame.
Level 2 – Should a trouble ticket pass the second time-based mark without resolution, the Technical Support
Manager is notified and the Field Service Manager involves the Account Executive and the Field Service
Director. At this level, conference calls are generally implemented on a periodic basis in order to keep
everyone informed of the situation, current status, and any changes in plan for resolution.
Level 3 – Should a trouble ticket pass the third time-based mark without resolution, the Executive Director of
Technical Support, the Executive Director of Field Services and Sales Director become involved. Depending
on the root cause of the technical issue, these Directors may elect to involve other senior managers.
Level 4 – Should there be a need for a fourth level of escalation the Senior Vice President of Service for GTL
and Corrections.com are contacted for involvement and direction.
Level 5 – In the highly unlikely event that a trouble ticket passes outside the final time-based mark, GTL’s
President of Services and
CEO are notified.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.809
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
6.24.4 MAS CHANGE MANAGEMENT PLAN
The State’s telecommunications and MAS operations, and infrastructure must constantly
evolve and adapt to the changing environment in order to continually improve the
delivery of services. The State seeks a Bidder that will implement procedures to
accommodate changes to services, applications, and systems.
The Prime Contractor is to establish MAS Change Management Plan processes jointly
with the CDCR Operations Manager that are compatible with the State’s change
management processes as found in Bidder’s Library. The Prime Contractor shall also
maintain and administer electronic change management processes that communicate,
assess, monitor, and control all changes to system resources and processes. The Prime
Contractor shall manage changes so that a stable MAS telecommunications environment
is maintained during all change activities.
All changes shall have the appropriate vendor and CDCR management level approvals
before implementing the change into production. CDCR Operations Manager will detail
the change with the Prime Contractor when a change becomes necessary.
The Prime Contractor shall ensure that all software modifications and upgrades are
deployed using the configuration management, documentation, integration, and transition
requirements of this Contract during the maintenance period.
Bidders shall provide an MAS Change Management Plan that addresses changes to
system hardware, software and documentation using standardized methods, processes
and procedures in order to minimize the number and impact of any related incidents upon
service. The MAS Change Management Plan shall include details of how requirements
are defined, changes are planned (including roll-back planning), tested, verified,
documented and how version control is handled. The Bidder shall provide a proposed
plan of resources and schedule for software design, development, testing, and
deployment of all application modifications and upgrade requests as defined by the
CDCR Operations Manager.
The MAS Change Management Plan shall describe the implementation approach in order
to manage the State’s evolving and changing requirements during the course of the
Contract.
The MAS Change Management Plan shall describe how the change control process will
ensure that:
©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
1) All changes to the MAS environment are managed;
2) Changes will be implemented with minimal impact on the State;
3) All changes will be tested and accepted by CDCR prior to implementation; and,
4) The State will be given timely notification of pending changes.
The MAS Change Management Plan shall also describe the review and reporting process
the Bidder proposes to track the effect of implemented changes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: MAS Change Management Plan
Location Volume I, Section 3 TAB: GTL Business Plan Tab: M
Description:
GTL’s complete Change Management Plan is provided at the bid location noted above. Following
are highlights of this Plan.
GTL and its subcontractor,
, recognize that CDCR’s MAS service, operations, and
infrastructure will constantly evolve and adapt to the State’s changing environment. In order to
continually adapt and improve the delivery of services, GTL and its subcontractor,
will work jointly with the CDCR Operations Manager to establish procedures for
managing any needed or advantageous changes. GTL and
will make sure that
the Change Management Plan is compatible with the State’s change management processes.
During the term of this Contract, GTL and
will maintain and administer the
electronic change management processes that communicate, assess, monitor, and control all
changes to system resources and processes. GTL and
will also manage changes
so that a stable MAS service environment is maintained during all change activities.
Prior to the implementation of any change, we will submit to CDCR the change management
documentation required.
GTL and
will ensure that all software modifications and upgrades are deployed
using the configuration management, documentation, integration, and transition requirements of
this Contract during the maintenance period.
The CDCR will receive timely notifications of all planned changes and those approved will be
scheduled and implemented with minimal impact on the State and/or daily operations at CDCR
facilities.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.814
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's Configuration Management Plan shall be updated and shared
with CDCR Operations Manager when the following components are modified:
1) Hardware installed or upgraded; and,
2) Software/firmware installed or upgraded.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: MAS Configuration Management Plan
Location Volume I, Section 3 TAB: GTL Business Plan Tab: N
Description:
Configuration Management focuses on establishing and maintaining consistency of MAS
performance and ensuring that its functional and physical attributes are in compliance with CDCR’s
design and operational requirements throughout the term of the Agreement.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.817
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
TECHNICAL SUPPORT – MAS HELP DESK
IFB Reference: 6.21.2.2 Prime Contractor’s MAS Help Desk for CDCR
GTL will provide a MAS 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.
MAS Help Desk Hours of Operation
The CDCR MAS Help Desk line will be answered twenty-four hours a day, three hundred sixtyfive (365) days a year, including holidays, by a full-time MAS Service Representative.
©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 State acknowledges the level of difficulty in anticipating future transition
requirements without knowledge of future systems; however, it is critical the Prime
Contractor declares and commits to what it considers its responsibility and participation
in transition of services, and to the extent possible, demonstrate how it would plan and
conduct the transition of its the services to a new contractor.
To ensure that the CDCR business objectives are met, the CDCR Operations Manager
shall have final approval of the MAS Transition-Out Plans.
The Bidder will submit a Transition-Out Plan for the following:
1) The Prime Contractor shall participate in the MAS Transition-Out phase at the
end of the Contract term or cancellation of the Contract, whichever occurs first;
2) The entire transition process must be transparent and at no cost to the State;
and,
3) Coordination and development of a transition plan will be organized between the
incumbent, the State, and the new Prime Contractor.
To ensure that the CDCR business objectives are met, the CDCR Operations Manager
shall have final approval authority of the MAS Transition-Out Plans.
Bidders shall provide an MAS Transition-Out Plan that details how to effectively and
efficiently handle the Transition-Out to the future MAS Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference: MAS Transition-Out Plan
Location Volume I, Section 3 TAB: GTL Business Plan Tab: R
Description:
To help ensure that CDCR business objectives are met, GTL hereby declares and commits to
participating in the MAS Transition-Out phase at the end of the Contract term or before if
cancellation of the contract should occur.
As the incumbent, GTL will work with the State and future MAS Prime Contractor in the
development and coordination of a transition plan that will effectively and efficiently handle the
Transition-Out of MAS services to the future MAS Prime Contractor.
GTL and its subcontractor,
, will cooperate fully with the State in planning,
coordinating and executing the transition out process. For the MAS transition-out phase, GTL and
will provide a plan that will assure the State that all services will be transitioned in
a timely and efficient manner.
©2012 Global Tel*Link
Volume I, Section 3 Technical Response
Page 3.846
California Technology Agency IWTS/MAS IFB 11-126805
California Department of Corrections and Rehabilitation
Global Tel*Link FINAL BID February 28, 2012
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: MAS Implementation Plan
Location Volume I, Section 4B MAS Implementation Plan Page: 4B.15
Description:
We have submitted with our proposal a preliminary and detailed MAS Acceptance Test Plan at the
bid location referenced above. GTL will provide a final MAS Acceptance Test Plan within 30
calendar days of contract award.
6.24.11.1 MAS Acceptance Testing
Although acceptance testing is performed by the Prime Contractor, results shall
be validated and accepted 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:
GTL understands that acceptance testing will be performed by GTL-provided personnel and that
validation and acceptance of testing results will be performed by the State.
6.24.11.2 MAS Acceptance Testing Evaluation
Requirement revised 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
MAS implementation. The Prime Contractor shall not begin implementation of
MAS Phases I, II, and Future Phases/Sites without CDCR acceptance of Phase
0 test results.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes X No____
Reference:
Location
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Volume I, Section 3 Technical Response
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