Prison Phone Justice

Request for Proposal for
Inmate Phone Service

The Idaho Department of Correction

01

GENERAL INFORMATION ................................................................................... 1

01.01
01.02
01.03

Definitions ...................................................................................................................1
Purpose .......................................................................................................................2
Summary Of Scope ....................................................................................................2

01.03.01
01.03.02
01.03.03

02

FUNCTIONAL AND TECHNICAL REQUIREMENTS............................................ 4

02.01
02.02
02.03

Standards Compliance...............................................................................................4
Grade Of Service ........................................................................................................5
Hardware Requirements ............................................................................................5

02.03.01
02.03.02
02.03.03
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02.04
02.05
02.06

Inmate Phone Accounts..................................................................................................... 11
Personal Identification Numbers (PIN) .............................................................................. 12
Allowed Call Lists............................................................................................................... 12

Attorney Calls ...........................................................................................................12

02.08.01

02.09

Call Set-Up........................................................................................................................... 8
Automated Attendant ........................................................................................................... 8
Initial Acceptance................................................................................................................. 9
Continuing Announcement - Branding................................................................................. 9
Call Length........................................................................................................................... 9
Blanket Restrictions ............................................................................................................. 9
Specific Calling Restrictions .............................................................................................. 10
Control of Call Parameters By Department ....................................................................... 10
Functions Controllable by Institution.................................................................................. 10
Alarms................................................................................................................................ 11
Automatic Cut-Off .............................................................................................................. 11
Manual Cut-Off Switches ................................................................................................... 11

Collect or Debit Outbound Calls Only ....................................................................11

02.07.01
02.07.02
02.07.03

02.08

Audio Quality........................................................................................................................ 7

Signage........................................................................................................................7
Call Control .................................................................................................................8

02.06.01
02.06.02
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02.06.05
02.06.06
02.06.07
02.06.08
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02.06.11
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02.07

Telephone Hardware ........................................................................................................... 5
Suitability for Use................................................................................................................. 6
Telephone Device for the Deaf (TDD) ................................................................................. 6
Wiring................................................................................................................................... 6
Re-use of Existing Wiring .................................................................................................... 6
Electrical And Backup Power Requirements ....................................................................... 7
CWC Telephones ................................................................................................................ 7

Privacy And Noise Control ........................................................................................7

02.04.01

Attorney call certification.................................................................................................... 13

Monitoring and Recording Requirements ..............................................................13

02.09.01
02.09.02
02.09.03

03

Background.......................................................................................................................... 3
Current And Projected Inmate Populations ......................................................................... 3
Current and Projected Telephone Usage ............................................................................ 4

Selective Listening/Recording/Playback............................................................................ 13
Remote Monitoring Locations ............................................................................................ 13
System Security................................................................................................................. 13

Implementation and Ongoing Service Requirements ..................................... 14

03.01

Complete Installation ...............................................................................................14

03.01.01
03.01.02
03.01.03

03.02

Change Over from Existing Contract......................................................................15

03.02.01

03.03

Installation Project Scheduled Requirements.................................................................... 14
Implementation Plan .......................................................................................................... 14
Implementation Project Management................................................................................ 15
Testing and Acceptance .................................................................................................... 15

Training .....................................................................................................................15

03.03.01
03.03.02

03.04

Support Requirements .............................................................................................16

03.04.01
03.04.02
03.04.03

03.05
03.06
03.07

Department Priorities ...............................................................................................23

04.01.01
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General Format .........................................................................................................26

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05.01.08

05.02

Appropriate Presentation ................................................................................................... 26
Cross-Referencing............................................................................................................. 26
Pagination .......................................................................................................................... 26
Pricing Information Excluded from main Proposal............................................................. 26
Proposal Sections (volume 1)............................................................................................ 26
Proposal Section 2: Functional and Technical Proposal (volume 1) ................................. 27
Proposal Section 3: Implementation and Ongoing Service Requirements (volume 1) .... 27
Proposal Section 4: Cost and Revenue Requirements (Volume 2) ................................. 27

Oral Presentation......................................................................................................27

Evaluation and Selection Process .................................................................... 28
06.01.01
06.01.02
06.01.03
06.01.04

07

Rate Basis.......................................................................................................................... 24
Franchise Fee/Commission ............................................................................................... 25

Proposal Requirements ..................................................................................... 25

05.01

06

Stability .............................................................................................................................. 22
Ownership.......................................................................................................................... 22
Management ...................................................................................................................... 22
Experience ......................................................................................................................... 22
References......................................................................................................................... 22
Authorization to Operate.................................................................................................... 23
Disclosures ........................................................................................................................ 23
Existing Idaho Presence .................................................................................................... 23

Cost and Revenue Requirements ..................................................................... 23

04.01

05

Maintenance, Repair and Installation ................................................................................ 19
On-Site Staffing Availability ............................................................................................... 19
Resolution of Complaints................................................................................................... 19
Qualified Technicians ........................................................................................................ 20
Response Time.................................................................................................................. 20
Applicable Hours................................................................................................................ 20
Minor Repairs..................................................................................................................... 20
Major Repairs..................................................................................................................... 21
Escalation .......................................................................................................................... 21
Status Reporting ................................................................................................................ 21

Fraud Management...................................................................................................21
Contractor Qualifications.........................................................................................22

03.10.01
03.10.02
03.10.03
03.10.04
03.10.05
03.10.06
03.10.07
03.10.08

04

Usage Reports ................................................................................................................... 18
Performance Reports......................................................................................................... 18
Problem Reporting............................................................................................................. 18

Maintenance Requirements .....................................................................................19

03.08.01
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03.08.06
03.08.07
03.08.08
03.08.09
03.08.10

03.09
03.10

Customer Service .............................................................................................................. 16
Programming and Data Administration.............................................................................. 17
Software Upgrades ............................................................................................................ 17

Meetings ....................................................................................................................17
Contract Administration Requirements..................................................................17
Reporting Requirements..........................................................................................18

03.07.01
03.07.02
03.07.03

03.08

Initial Training .................................................................................................................... 15
Ongoing Training ............................................................................................................... 16

Evaluation Categories and Weights .................................................................................. 28
Proposer Questions ........................................................................................................... 28
Waiver of Minor Administrative Irregularities ..................................................................... 28
Errors in Proposal .............................................................................................................. 28

Special

Terms and Conditions ............................................................... 29
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07.01.01
07.01.02
07.01.03
07.01.04
07.01.05
07.01.06
07.01.07
07.01.08
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07.02

Contract Award and Execution ...............................................................................31

07.02.01
07.02.02
07.02.03
07.02.04
07.02.05
07.02.06
07.02.07
07.02.08
07.02.09
07.02.10
07.02.11
07.02.12
07.02.13

07.03
07.04

Acceptance of Proposals Content ..................................................................................... 31
Contract Terms and Conditions Defined ........................................................................... 31
Certification of Independent Price Determination .............................................................. 31
Institutional Security and Access Requirements ............................................................... 32
Idaho Public Utility Commission ........................................................................................ 32
Assignment Of Contract Or Sub-Contracts ....................................................................... 32
No Obligation to Buy.......................................................................................................... 32
Proprietary Information ...................................................................................................... 33
Multiple Proposals ............................................................................................................. 33
Proposal Property of State of Idaho .................................................................................. 33
Cost of Preparing Proposals.............................................................................................. 33
Employment ....................................................................................................................... 33
Hold Harmless ................................................................................................................... 33

Independent Contractor ...........................................................................................33
Assignment Of Contract Or Sub-Contracts ...........................................................34

07.04.01
07.04.02
07.04.03

07.05
07.06

Compliance With Laws, Rules and Regulations................................................................ 29
Compliance Audits............................................................................................................. 29
Conflict of Interest.............................................................................................................. 29
Record Keeping and Retention ......................................................................................... 29
Liquidated Damages.......................................................................................................... 29
Notification/Resolution Of Deficiency ................................................................................ 30
Insurance ........................................................................................................................... 30
Litigation............................................................................................................................. 30
Termination ........................................................................................................................ 31

Assignment Of Contractor Staff ......................................................................................... 34
Subcontractors................................................................................................................... 34
Background Investigation .................................................................................................. 35

Contract Term ...........................................................................................................35
Acknowledgement Of Addenda...............................................................................35

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01 GENERAL INFORMATION
01.01 Definitions
CCA – Corrections Corporation of America
Center(s) – Community Work Center(s)
CWC (s) – Community Work Center(s)
Cottonwood - North Idaho Correctional Institution
Department - The Idaho Department of Correction
ICC - Idaho Correctional Center
ICI-O - Idaho Correctional Institution – Orofino
IMSI - Idaho Maximum Security Institution
ISCI - Idaho State Correctional Institution
NICI - North Idaho Correctional Institution
PWCC - Pocatello Women’s Correctional Center
SAWC - St. Anthony Work Camp
SBWCC - South Boise Women’s Correctional Center
SICI - South Idaho Correctional Institution
LATA - Local access and transport area means a contiguous geographic area
Local Exchange Carrier (LEC)
InterLATA - Telecommunications between a point located in a local access and
transport area and a point located outside such area
IntraLATA - A connection between 2 telephone companies within the same region
LEC - Any person that is engaged in the provision of telephone exchange service or
exchange access

01.02 Purpose
The purpose of this Request for Proposal (RFP) is to acquire inmate telephone service
for prison facilities operated by the Idaho Department of Correction (IDOC). The
contractor will provide collect and debit calling telephone service for offenders housed in
facilities operated by the Idaho Department of Correction (IDOC).
This service is to include nine (9) existing prisons and five (5) Community Work Centers
(CWCs), which are covered under the present contract. All of these locations, plus any
new sites constructed or acquired during the term of this contract will be equipped for
service and hardware and included in the contract.
The highest priority in this procurement is a fully operational and reliable system. This
will include protection of the public, continued improvement of institution security and
facilitation of law enforcement through a seamless system which will provide telephone
service, call control capabilities and the ability to record and/or monitor calls, as allowed
by law.
The system requested includes providing dial tone for local, intra-LATA, inter-LATA,
inter-state and in some cases international calling. Additionally, network-based call
detail recording is available via the vendor for all correctional facilities. Each institution
has premise-based ability to access call detail recording and is equipped to do “realtime” call monitoring and recording of all calls (other than properly placed attorney calls)
which originate on their system.
The State also seeks to minimize called party charges (including call set-up charges,
local calling, intraLATA calling, interLATA calling and interstate calling) and anticipates
bearing no costs during this procurement and the life of the subsequent contract for
services at either the existing locations or any future locations. Should the basis for
charges (tariffs, regulations and/or standards) change during the initial term, these rate
changes must be communicated to the Department and applied to the applicable
charges upon implementation. The contractor shall provide ninety-(90) day written
notice of any proposed rate change. No State payments to the contractor will be
allowed.
01.03 Summary Of Scope
The contract resulting from this procurement must include all of the following elements.
This list is only a summary, intended to assist in understanding the general project
scope. Actual requirements will appear later in the RFP.
Responses must include growth per institution, new institutions and feature upgrades
keeping all utilized technologies and equipment at current production levels or above
during the contract term. This will include any system enhancements and releases by
the equipment manufacturer, selected by the Department. Collect and debit, outgoing
calls only, with institutional variations in feature application and usage.

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Single primary contractor with end-to-end network and equipment responsibilities. Subcontractor relationships will be permitted and encouraged.
The proposed contract shall include;
All telephone instruments,
All local access required connecting IDOC locations to the vendor’s network and
any related network hardware,
All recording and monitoring equipment,
Attorney number database administration,
Allowed call list administration,
PIN administration,
On-going support, repair and maintenance of the complete network,
Compliance with all Public Utility Commission (PUC) rules, Federal
Communications Commission (FCC), and all other applicable standards and
regulations is required over the life of the contract,
01.03.01 Background
The Idaho Department of Correction is a state government agency controlled by a threemember board, appointed by the governor. The Department operates nine institutions:
Idaho Correctional Institution – Orofino (ICI-O); North Idaho Correctional Institution
(NICI), Cottonwood; Idaho Maximum Security Institution (IMSI); Idaho State Correctional
Institution (ISCI); South Idaho Correctional Institution (SICI) south of Boise; Pocatello
Women’s Correctional Center (PWCC); St. Anthony Work Camp (SAWC); and South
Boise Women’s Correctional Center (SBWCC). The State of Idaho currently owns a
1250-bed prison that is operated by Corrections Corporation of America (CCA). This
facility is known as the Idaho Correctional Center (ICC).
The Department of Correction has collect (called party paid) and debit (inmate paid)
inmate telephone service in all of its institutions. The current contract, with MCI, will
expire December 14, 2005. The contract provides for collect calling service; all local
access required to connect the Department of Correction’s locations to the MCI network
and related network hardware; all telephone instruments; all recording and monitoring
equipment; personal identification number (PIN) administration; attorney number
database administration; and on-going support, repair and maintenance.
The current contract also provides secure coin operated telephones for the five (5)
community work centers operated by the department. The contract also contains
provisions for site expansion and the incorporation of any new locations constructed
and/or acquired during the life of the contract.
01.03.02 Current And Projected Inmate Populations
The total inmate population for the Department of Correction was 6,118 as of July 2005.
The projected annual growth of total inmate population is:

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YEAR
2006
2007
2008

% GROWTH
5.4%
5.6%
5.7%

PROJECTED POPULATION*
6,877
7,263
7,677

*These figures are projections only and do not reflect any commitment of actual usage
by the State.
01.03.03 Current and Projected Telephone Usage
The following table outlines the number of lines at each location.
SITE
# Lines

ICC
84

ICIO
26

IMSI ISCI NICI
45
107 24

PWCC
38

SAWC
18

SBWCC
23*

SICI
48

*Twenty three (23) inmate phones planned to be installed prior to the end of current
contract for SBWCC.
The present maximum call length for all locations is thirty (30) minutes. For fiscal year
2004 (July 1, 2003 – June 30, 2004) the number of calls placed was 537,640 and the
total minutes was 10,745,259.
Each of the community work centers in Idaho has coin, collect, debit card capable
phones. At the present time there are forty-nine (49) such phones.
These figures are for purposes of example only and in no way reflect any commitment
of future usage by the State.

02 FUNCTIONAL AND TECHNICAL REQUIREMENTS
In the following requirements, the term “system” and “systems” is used to represent the
entire service serving all institutions/centers. This is not intended to dictate the
Vendor’s architecture, which may incorporate one or many processors and other system
components.
Copies of or references to manuals or other such materials are also not desired, except
as a supplement to the proposal.
02.01 Standards Compliance
For the duration of the contract, the Contractor must adhere to all FCC, Americans with
Disabilities Act (ADA), and Public Utility Commission (PUC) Regulations, as well as all
applicable codes and industry standards for equipment, service and installation.

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All systems must meet all state and federal requirements concerning telephone services
for the disabled. All systems must meet all current and future ADA requirements,
including providing telephones that are accessible to persons in wheelchairs, locating
and mounting telephones properly and providing telephones that are compatible with
TDD devices that are currently commercially available.

02.02 Grade Of Service
All telephone lines installed must be able to provide simultaneous service at all times,
with no blockages at the network level due to insufficient access, processing capacity,
database interaction or any other limitation of provider equipment or services. All
systems and equipment will use DTMF rather than rotary dialing.
Describe, in detail, how this requirement will be met. What spare or back up part
capacity is built into your proposal? Detail what the grade of service will be through the
entire system and how this standard is maintained considering the various
subcontractors and carriers involved and how you will demonstrate to the State that this
level of service is being maintained. Be specific regarding any differences between
local call, interLATA calls, etc.

02.03 Hardware Requirements
All equipment provided must be suitable for use in a correctional facility, considering
environment, usage, and security factors. No telephones or parts may be easily taken
apart or used as weapons. "Inmate" models must be tamperproof telephones with
protected cords, housings, finishes, mountings, etc.
Steel housings and
water/fire/shockproof keypads must be used. The Contractor must replace any outdated
telephones with ones, which meet or exceed the specifications of the phones required
by this RFP.
02.03.01 Telephone Hardware
The specific types of telephones currently in use are North Atlantic GO7042BL18 inmate
telephones with 29” hand set. The number of telephones currently in use is 414 and are
detailed on page four (4). This should be considered the minimum quantity and quantity
of telephone instruments. The successful vendor must support and maintain this
inventory during the new contract, updating, servicing or replacing them as part of the
contract. Proposers agree to provide additional telephones, wiring, and wired outlets, as
needed to support calling and population increases. The telephones must be acceptable
to the Department and designed to comply with all specifications of this RFP.
Confirm that you will update, service and maintain in-place instruments during the
contract. Provide complete specifications and cut sheets for all telephone models, which
will be proposed to replace existing equipment.

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02.03.02 Suitability for Use
All equipment provided under this contract, other than wiring that is reused from the
existing system, must be new and in full production status from the manufacturer. The
successful vendor will also be responsible for the installation, support and maintenance
of all existing and future wiring from the telephone instrument to the point of
demarcation.
All handsets must be hearing aid compatible.
Provide specific information about the sizing of each main call processor, transmission
facilities, and the proposed system as a whole. The state needs to be assured of
sufficient capacity at every level, as well as the procedures followed by the proposer to
up-size their facilities and equipment.
02.03.03 Telephone Device for the Deaf (TDD)
One portable TDD device must be provided at each location current or future. These
devices must be fully compatible with the telephone service provided and with all
system operations.
Define what equipment will be provided with complete specifications and cut sheets and
confirm that it will fully meet the operational specifications of this RFP.
02.03.04 Wiring
Contractors are responsible for all inside and outside wiring or cabling for a complete
installation from the telephone instruments to the point of demarcation. The state owns
all existing inside wiring, but cannot warrant the continuing performance or suitability of
this wiring. All wiring must be of sufficient quality and quantity to support all
requirements and must meet industry standards. The Contractor will be responsible for
any upgrades to wiring required to support the Contractor’s system.
Any cabling or wiring installed by the Contractor will automatically become the property
of the State at the end of the contract. The responsibility for all cable or wire
maintenance from the telephone instrument to the point of demarcation, including any
that is State-owned and reused by the vendor, will be borne by the Contractor.
02.03.05 Re-use of Existing Wiring
All wiring to the individual inmate telephones belongs to the State and is available for reuse by the Contractor at the Contractor’s option. Contractors must upgrade where
necessary to meet these requirements and will be allowed to test and re-use existing
wiring if it is of sufficient quality. The responsibility for all wiring and cable maintenance,
including existing State-owned wiring reused by the vendor, will become the
responsibility of the successful vendor.

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02.03.06 Electrical And Backup Power Requirements
All current telephones are line-powered and no separate power supply is required. Any
additionally provided telephones must maintain this requirement. Electrical surge and
ground protection should be provided for all new equipment installed. Industry
standards and codes must also be met.
02.03.07 CWC Telephones
Collect, coin operated, calling card, station-to-station, outbound calls may be allowed
from any CWC Inmate telephone. This includes local, intra-LATA, inter-LATA, interState. No recording or monitoring devise is required for CWC Inmate telephones.
Each of the community work centers in Idaho has coin, collect, debit card capable
phones. At the present time there are forty-nine (49) such phones. It is expected that the
proposer will maintain this level of service and provide for additional telephones as
requested by the IDOC.

02.04 Privacy And Noise Control
Inmates should be able to hear their own calls clearly. Privacy should be maximized to
the extent possible, without introducing any visual obstruction that would prevent staff
from observing them. Proposers may recommend types of special handsets, electronic
filters, etc. to deal with the privacy, noise control, and security issue.
02.04.01 Audio Quality
All systems must provide audio quality such as clarity, cross talk levels, interference,
etc. at least equal to that required for all common-carrier customers, and the
Department will be the sole judge of the acceptability of the quality of transmission
throughout the contract. The contractor will be required to provide whatever is needed
to satisfy this requirement at no cost to the state.

02.05 Signage
Additionally all telephones must have a label or sign affixed to them, or on the wall
above where they are attached, indicating that all calls made on them, other than
properly placed attorney calls, are subject to being recorded or monitored. These signs
or labels must list the Inmate calling rates and the Idaho Public Utilities Commission
(PUC) contact information. These must be in both English and Spanish and must be
vandal resistant and maintained in legible condition during the term of the contract. If
Inmate calling rates change, the signs or labels must be changed to reflect the new
rates. The new rates will not go into effect until all signs/labels reflecting the changes

7

have been installed. The Department must approve language for these signs and
labels.
02.06 Call Control
The Department requires, at a minimum, the ability to control the length of an individual
call, announce randomly in either English or Spanish during the call that it is coming
from a specific correctional facility and provide call termination announcements to both
called and calling parties. These features must be programmable on a network-wide,
institution-wide, individual call, individual PIN or range-of-telephones basis. Additionally,
the system may provide the capability to utilize “allowed call lists”, have the system
turned on or off on a time-of-day schedule, set daily or weekly call limits, by PIN, and to
set a “time-out” period between consecutive calls using the same PIN number.
02.06.01 Call Set-Up
Efficient initial call set-up is required. A maximum of 10 seconds from the dialing of the
last digit is requested. The offender must initiate calls.
At a minimum, all calls must be presented to the called party via an automated operator
with the options of communicating in either English or Spanish, as selected by the called
party. The called party must be notified of the caller’s name, as recorded during the setup process and that the call is originating from a specific correctional facility.
To accept a call, the called party must be prompted to dial a single digit before both
parties are connected. The same case applies for a called party wishing to deny
charges and not accept the call. Additionally, the called party must have the ability to
deny the call and block the specific line from ever receiving another call from the entire
system. The choice selected by the called party must be communicated back to the
originating offender, before the connection is established or the call set-up is
disconnected. The proposed system must also accommodate called parties with rotary
service.
During the call set-up process, the cost of the setup and rates for the call must be
announced to the called party, before call acceptance, so this can be considered in
accepting a call. The called party may be given the option to bypass the calling rate
function by being prompted to dial a single digit. The called party must also be informed
that all calls, other than properly placed attorney calls, are subject to being monitored
and recorded. The inmate should be informed by the system if the call is not accepted,
for whatever reason.
During the call set-up process the inmate must be given the option to use the prepaid
inmate debit system or to place a collect call. The inmate must also be given the cost of
the setup and rates for the call and the balance remaining in the debit account.
02.06.02 Automated Attendant

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Calls must be announced by a pre-recorded announcement identifying the inmate by
name, identifying the location originating the call and notifying the called party that the
accepted calls, other than a properly placed attorney call, are subject to being recorded
and monitored. No exceptions and no manual or other transfers to any live attendant
will be permitted. The Department will approve the exact content of all announcements.
The inmate and the called party must be completely isolated during the announcement,
and not connected until called party has accepted the call. Ideally it should also be
immediately apparent to the called party that the announcement is recorded rather than
live.
02.06.03 Initial Acceptance
Positive acceptance of the call by the called party is required. If there is no response by
the called party, this must be automatically interpreted as a denial, and the call must be
immediately disconnected. Presently the acceptance is accomplished by dialing a key
on the called party’s telephone. Also during the announcement, the called party must
have the ability to deny the call and block their telephone number from being called
again.
02.06.04 Continuing Announcement - Branding
Recorded voice overlay announcements are required, notifying the called party that the
call is originating from a specific correctional facility. The Department will approve the
content of these announcements.
02.06.05 Call Length
The Department requires, at a minimum, the ability to control the length of an individual
call. All systems must limit callers to a single call per connection and block three-way
calling with no exceptions. The detection of any other call activity is of great concern to
the Department. Methods and treatment of such calls will be entertained in this RFP.
The system must provide an advance warning that the call is about to end.
Additionally, the system may provide the capability to utilize “allowed call lists”, have the
system turned on or off on a time-of-day schedule, set daily or weekly call limits, by PIN,
and to set a “time-out” period between consecutive calls using the same PIN number.
02.06.06 Blanket Restrictions
The system must be able to establish blanket restrictions for all calls in the institution,
including but not limited to the following:
•Operator and directory service numbers, including 0, 00, 411, NPA-555, etc.
•Specific NPA's, such as 550, 700, 900, 976.
•911 and other emergency service numbers.

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•Specific numbers, such as telephone numbers for correctional institutions and
inmate telephones, state officials' telephones, and others that may be
established by the institution.
•Other long distance carriers, via 950, Toll Free, 10XXX, or other means.
•International calls.
•“Wild-Card Numbers” – allowing all callers to dial specific, approved telephone
numbers regardless of location or any other restrictions. Although any
offender can call these numbers, the calls are still subject to being recorded
and monitored and will appear in call detail recordings.
•Inmate PIN numbers
02.06.07 Specific Calling Restrictions
Whether or not an inmate database is used, it must be possible to block calls by specific
identifiers, to block groups of identifiers from placing calls from specific telephones or
groups of telephones, etc.
If there is an inmate database, the system should also allow a specific inmate or group
of inmates to be restricted as to call duration, number of calls per day or per week, type
of call and hours during which calls can be made.
02.06.08 Control of Call Parameters By Department
Software functions, including such items as control of call parameters, inmate database
changes, and generating reports, should be as simple to learn and operate as possible.
The department must be able to control the following call parameters.
•Hours of operation (for example, services shut down during the night hours.)
•Maximum call duration.
•Assignment of inmate identifiers.
•English and/or Spanish commands.
•Branding Announcements
•Disconnect Announcements
•Three-way call detection.
•All functions also controllable by institution.

02.06.09 Functions Controllable by Institution
At a minimum, institutions/centers should be able to perform programming changes on
site or to obtain changes in programming of functions within four hours of submitting the
requested changes to the Proposer by telephone, e-mail or facsimile.
•Hours of operation by telephone and group of telephones.
•Three-Way call detection treatment.
•Specific call length.
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•Allowed Call Lists.
•Specific system cut-off timers.
•Daily, Weekly call limits (not counting properly placed attorney calls).
•Time-Out between calls, by PIN, including any switchhook activity attempted
by the inmate placing the call.
•Call blocking.
•All 011, 683,800,888,900, and 976 area codes will be blocked.
02.06.10 Alarms
Systems should be able to notify a staff person, at the location where the cut-off controls
are installed, in the event that a specific inmate is making a call, or an inmate is making
a call to a specific number, if either of these have been programmed for alarm status.
Such attempts should also be highlighted in call detail recording and on the
recording/monitoring platform used.
02.06.11 Automatic Cut-Off
All systems must permit the automatic, regular and immediate cut-off of all inmate
telephones at once, groups of telephones (e.g. an entire building or wing), or individual
telephones, and the ability to pre-select hours of operation by telephone or group of
telephones.
02.06.12 Manual Cut-Off Switches
All systems, including CWCs must also permit the manual, immediate cut-off of all
telephones, groups of telephones, or individual telephones. These switches are
generally in place at each facility location. Generally they are located in the Central
Control area of the site. The Proposer will be required to maintain these in-place
switches or replace them at their discretion. If they are replaced, however, the
operational functionality must be maintained.

02.07 Collect or Debit Outbound Calls Only
Only collect or debit system, station-to-station, outbound calls may be allowed from any
telephone within any of the nine (9) institutions with no exceptions. This includes local,
intra-LATA, inter-LATA, inter-State. The expectation is that the Contractor will carry all
inmate traffic via a single network.
02.07.01 Inmate Phone Accounts
The proposal must present the department an option of Inmate phone accounts (debit
system). Include in your response details of this plan, including past experience with
Inmate Phone Accounts in institutions/community work centers. You may propose and
justify alternatives to this option.

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02.07.02 Personal Identification Numbers (PIN)
All systems must provide the ability to assign a unique Personal Identification Number
(PIN) to each inmate. It must be possible to assign these numbers at the central intake
processing stage, and for the same number to be associated with an inmate for his or
her entire stay at any DOC location, whether continuous or not. It must also be possible
for a specific institution to choose not to use the identifier requirement in call processing
on specific designated telephones. The establishment and maintenance of the PINs will
be borne by the Proposer in communication with the locations electing to utilize PINs.
While the DOC Inmate number is an easy means of assigning a PIN, it presents
problems due to its availability to not only the inmate but to others at the location. The
Department would like to consider some other means for individually identifying the
inmate in the calling environment. Whatever method is selected it must be simple to
administer at each site, involve very little staff activity and cannot be tied to any physical
item which must be used or maintained by the individual inmate. Security of these
Personal Identifiers is also a concern for the Department so they should be of sufficient
length to prevent inmates from “discovering” other inmate PIN numbers.
02.07.03 Allowed Call Lists
All systems must be capable of establishing a list of specific telephone numbers for
each inmate (i.e.. each PIN or other identifier) to allow inmates to reach only these
specific numbers. These specific authorizations may not supersede the blanket
restrictions. It must also be possible for a specific institution to choose not to use the
authorized list. It is acceptable to propose the use of speed calling codes.
The establishment and maintenance of these lists will be borne by the Proposer in
communication with the locations electing to utilize such lists.

02.08 Attorney Calls
Currently, there is a process in place for establishing a “properly placed attorney call”
within the network. These calls appear in the call detail recording records but are
automatically blocked from either being monitored or recorded. The Proposer will be
responsible for administering and maintaining this database on a network-wide basis.
The attorney numbers are taken from a list of all Idaho Attorneys received from the
Idaho State Bar Association and are entered into a database. The contractor adds
additional attorney numbers to this database when requested by the Department.
Three-way termination program is turned off as well, (so calls to attorney’s offices can
be transferred and allow the attorney to take the call in his/her office without being cut

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off). The current list of attorney numbers must be loaded into the Contractor’s system
prior to any Inmate phone calls being made.
Attorneys may request addition to the database by supplying the Idaho Department of
Correction with the request on company letterhead. The Department will notify the
contractor in writing of the request to add the attorney.
02.08.01 Attorney call certification
The Contractor must certify monthly that properly placed attorney calls are not being
recorded. These certifications will be accomplished for each Institution. The
certifications will be mailed to the Department contract monitor.

02.09 Monitoring and Recording Requirements
All calls, other than properly placed attorney calls, when originated from a correctional
institution, are recorded and can be monitored.
The current recording and monitoring equipment provides call detail recording for all
calls placed from a given location. This includes the telephone/line used, number dialed,
date, time-of-day and duration of the call. This information must be maintained for future
look-up.
02.09.01 Selective Listening/Recording/Playback
All systems must be capable of permitting monitoring and recording of all calls from any
inmate telephone located within the institutions (other than properly placed attorney
calls). The minimum requirement consists of all the following:
•Manual set-up of the monitoring connection on an as-needed basis. This must
be accomplished from a recording/monitoring system, generally located in the
Security Control at the site.
•All equipment to perform the monitoring and recording from the location where
the connection is established.
•Monitoring and recording must be able to be done on all telephone calls
simultaneously.
•All Institutions must have this capability.

02.09.02 Remote Monitoring Locations
The Department would like to consider implementing the capability of monitoring calls or
reviewing previously recorded calls from locations other than the Control Centers.
02.09.03 System Security

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Passwords or security codes are required for the on-site terminals, and security
measures must also be implemented for all levels of the central call processing
equipment. The purpose of these security measures is to control unauthorized access
to the system, the telephones, the call details, and the databases.

03 Implementation and Ongoing Service Requirements
The State desires a complete and well-worked-out implementation plan to review in
evaluating proposals.
Please add whatever information reflects your project
management process best and provide a clear sense of how the implementation will be
accomplished.

03.01 Complete Installation
Complete installation is required, including all equipment, software, and facilities,
cabling training, database, support organization, etc. The contractor will be responsible
for building the initial database of inmate numbers and programming all variable call
parameters.
03.01.01 Installation Project Scheduled Requirements
The Department desires that installation be accomplished by a mutually agreed upon
date as soon as possible but not more than 60 days after the contract award.
Determination will be made on a site-by-site implementation versus a system-wide
implementation.
If the entire system does not cut over at the same time, the installation at ISCI should be
given an early priority, followed by the other institutions. Cut over may be staged with a
1day window between institutions for problem resolution. Cut over will be scheduled by
agreement between the contractor and the IDOC but the contractor may be requested
to cut over between the hours of 10pm and 5am. Continuity of service must be
maintained at all locations during the installation process, and the plan must be
designed to minimize disruption at any single site and network-wide.
The bidder shall submit a complete and detailed schedule of the time frame required for
installation, utility coordination, training, cut over and testing. The system shall be
installed in a manner and under a time frame designed to minimize disruption of the
normal functioning of the institutions
03.01.02 Implementation Plan
Present a summary Implementation Plan for fully functional service that meets all the
requirements of this RFP. Identify tasks and milestones. List time intervals for each

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milestone, in days from award. Describe project management approach method and
status reports that will be provided to the Department. A detailed Plan will be required
from the selected Proposer before award.
03.01.03 Implementation Project Management
Provide the name and a detailed resume of the implementation project manager.
Describe the project team and resources for the initial installation.
The Department will appoint a project coordinator to supervise the initial
implementation. A coordinator at each institution/center will also be named. Contractor
will coordinate all work through these designated contacts.

03.02 Change Over from Existing Contract
The existing contract with WorldCom will expire December 14, 2005. Coordination of
any changes in service will be determined by all parties involved to assure a transparent
change without loss in services.
03.02.01 Testing and Acceptance
Proposals must list and describe a set of technical and performance tests that will
constitute this requirement. All major standards, functions and service reporting
requirements must be included in their testing requirements.
Testing must be conducted and successfully passed at each institution and for the
complete system. Tests shall be conducted over a period of 30 consecutive days,
beginning at the time the installation is completed. The Department shall review each
set of test results and issue a written notice of acceptance, or direct that the testing
period be extended. Failure of any part of the test for a third time will be grounds for
termination of the contract.

03.03 Training
Training must include all inmate phone functions, system administration functions,
report generation and use, recording/monitoring, vendor support procedures, and other
subjects needed for a full and complete implementation. Appropriate written materials
for both training and ongoing reference are required.
03.03.01 Initial Training
Contractor must provide initial training on the use of all equipment and functions
available to the Department, institutions, and inmates prior to cut over. Up to five (5)
employees from central office and five (5) from each institution shall be provided
complete system training, on-site at each location. This training may, at the

15

Department’s request, include train-the-trainer training to allow Department personnel
the ability to train subsequent staff. Trainees must receive a certificate on completion of
this training. Copies of these certificates will be sent to the appropriate facility head, to
the Contract Office, and to the Training Bureau at Central Office in Boise.
Training must be provided to inmates immediately impacted by any system change as
well as for future inmates.
Proposals should detail the following:
•Type(s) of training, contents of training sessions and materials;
•Amount(s) of training: number of sessions, lengths of sessions, maximum
number of people per session;
•Certificates of training
•User manuals
03.03.02 Ongoing Training
In addition to the required initial training at the time of implementation, which is
described in Section 03.05.01 ongoing training is required for institution staff and central
office staff. All training materials utilized by the Contractor must be supplied on an
ongoing basis, revised and reissued whenever changes in service or systems operation
are made. This training must be provided semi-annually to each institution. Trainees
must be provided a certificate on completion of this training. Copies of these certificates
will be sent to the appropriate facility head and to the Contract Office at the IDOC
Central Office in Boise.

03.04 Support Requirements
The Contractor’s responsibilities will be carried out through a support group which can
be a portion of an existing organizational unit that serves other correctional customers,
or a new organizational unit created for the State, or both.
Proposals must describe in detail the establishment, location(s), staffing, operation,
supervision, and responsibilities of this support function. Describe the organizational
relationships within the support group, between the prime contractor and all
subcontractors/service providers, and between the support group and other parts of the
Contractor’s organization. Provide evidence that service standards and quality,
continuity and transparency, and adequacy of staffing and other resources will be
maintained over the life of the contract.
03.04.01 Customer Service
Toll free customer service will be provided to designated Department and institution staff
upon request, including, but not limited, to the following:

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Receiving and processing orders for adds, moves and changes; scheduling work,
updating records, updating systems to include central processors, software,
firmware and other operational components.
Responding to trouble calls, requests for information, and other service issues.
Immediately tracing recent calls placed from specific telephones, in case of an
emergency.
Changes in databases, system parameters or call parameters.
Maintaining Allowed Call Lists
Providing points of contact and customer service for inquiries made by called
parties relating to operational issues and billing.
03.04.02 Programming and Data Administration

Initial and ongoing management of all databases created for the State will be fully
supported and maintained by the Contractor.
03.04.03 Software Upgrades
The state requires that regular software upgrades be implemented throughout the
contract term, and that new and enhanced features resulting from new software
releases from the manufacturer be offered to the state at no additional charge. Such
changes and enhancements must be reported annually to the Department and
implemented at the Department’s discretion and direction.

03.05 Meetings
Upon the request of the Department, the Contractor shall provide phone related
consultant services, to include attendance when requested at meetings at no additional
cost to the Department.
Inmate Phone Meetings will be held semi annually or as needed. Included in the
meetings will be the Proposer Representative(s), the Departments Contract Office, Field
and Community Services representative, and the Division of Prisons representative.
These meetings will be held at the IDOC Central Office. The Departments Contract
Officer will provide a schedule of these meetings to the Contractor.

03.06 Contract Administration Requirements
The Proposer must assign a dedicated contract manager for the life of the contract.
Provide the name and a detailed resume of the dedicated contract manager
Responsibilities for contract oversight will be by the IDOC, Contract Office.
Warden/CWC Managers of each institution/CWC shall be responsible for the daily

17

operation of the Inmate Phone System and cooperation with the Contractor at their
facility.

03.07 Reporting Requirements
Proposals must describe all reports listed below, with the expectation that Department
personnel will be trained to produce reports in addition to those provided by the
Contractor. Underlying data must be maintained for the life of the contract.
03.07.01 Usage Reports
Call detail reports and regular reports of all calls placed from inmate telephones.
Describe the various standard reports that can be obtained, how they can be obtained,
and how often they can be produced. Provide examples of standard reports that are
available.
Ad hoc reports are needed of calls made, with sorts by calling number, called number,
inmate, date, time, call duration, etc. Describe what data elements can be used to sort,
levels of sorting, how such reports are obtained, response time for obtaining them, and
provide typical reports.
On-line queries of call records are required. The system must be able to sort call
records by called number and determine, on a real-time basis, the inmate who made the
call and the telephone from which it was made. The system must also be able to sort
call records by caller or by telephone and determine, on a real-time basis, the numbers
called and other call details.
Retrieval of individual call detail records or series of call record is required over a userdefined period of time based on called number in order to obtain an immediate trace on
harassment calls.
03.07.02 Performance Reports
Reports on system and contractor performance will be required on a monthly basis,
initially, and then as agreed upon. These reports must include the following at a
minimum: overall system operation by location and system-wide, maintenance and
trouble events and resolutions, equipment in service, consumer complaints,
unauthorized calls or call attempts detected and database activity. These reports should
be submitted to the Department’s Contract Office.
03.07.03 Problem Reporting
Authorized individuals at each institution will report maintenance problems. The
Department will provide the successful contractor with a list of authorized employees.

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Requests will be telephoned, e-mailed or submitted by facsimile to the 24-hour Help
Desk. All reports will be logged in at the time they are received.

03.08 Maintenance Requirements
Proposers must provide complete maintenance for all parts of the system provided to
the State, including but not limited to labor, parts, materials, software, repair or
replacement of equipment, and transportation, for the life of the contract. Maintenance
must be provided at no cost to the State at any time, including charges from Local
Exchange Carriers for facility isolation services.
This maintenance includes any and all equipment acquired by the State at the
termination of the existing contract. Maintenance must include as-needed replacement
of any equipment or wiring now owned by the State. Sufficient staffing must be
maintained to respond to multiple events and sites simultaneously.
A regularly scheduled preventative maintenance program must be established for each
location. This work must be performed to assure the Department of the proper operation
of the entire system.
03.08.01 Maintenance, Repair and Installation
Full maintenance services are required in connection with all services and equipment
provided under this contract. The Department will order additions, changes and moves
of premise equipment in writing. Work must be completed within 15 days, except for
new institutions, for which dates will be established on a case-by-case basis. Removals
will be completed within 10 days of order.
The contractor must provide an on-line “Help Desk”, 24 hours a day, 365 days a year;
consulting assistance; maintenance, repair and installation; reporting, and overall
management. Central staff will provide all database administration and call parameter
change functions for all locations, as requested.
03.08.02 On-Site Staffing Availability
The Proposer must have certified and trained staff available, within the state, with the
capability of being on any site within four (4) hours of placing a call for assistance.
Additionally, these individuals must have the equipment and capability to remotely begin
problem resolution, upon notification.
03.08.03 Resolution of Complaints
Provide a specific plan for resolution of complaints, troubles, etc. that are not handled in
normal intervals. Identify by name, position title and telephone number of every level

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above the Support Group director. Indicate specifically what will trigger the involvement
of the next level.
03.08.04 Qualified Technicians
Proposers must be authorized to provide service and repair, and individual maintenance
technicians must be fully trained and certified as qualified, by the manufacturers of all
equipment provided or used by the State.
Proposals should warrant the qualification and certification of all technicians, whether
provided by the prime or a sub-contractor, and must provide evidence of manufacturer
authorizations, upon request. Should sub-contractor relationships change during the
term of the contract, the Department must be notified of the pending change and
reserves the right to approve the change before it occurs. If such a change is being
proposed, information on the new sub-contractor must be provided equivalent to the
specifications in the original Request for Proposal. Any approved change must come
with the assurance of no loss of performance during the change or for the remainder of
the term of the contract.
03.08.05 Response Time
Response to a maintenance call means that diagnostic or repair work has been
initiated, and technician assistance is on-site at the location where the probable cause
of failure is located, with appropriate tools, equipment and parts. Remote
troubleshooting is acceptable following an initial report; however, on-site technical
assistance must adhere to the definitions listed.
03.08.06 Applicable Hours
Scheduled maintenance and minor repairs may be performed during business hours,
which are 7:30 a.m. to 4:30 p.m., Monday through Friday local time. Major repair
services must be available from 6:30 a.m. to 10:30 p.m., seven (7) days a week, three
hundred and sixty five (365) days a year. In addition, the Department reserves the right
in extraordinary situations to declare an emergency and to require repair services at any
time.
03.08.07 Minor Repairs
A minor problem is defined as up to 25% of the service at a single facility out of service.
Response to a minor problem is required within eight (8) hours from reporting, and
satisfactory completion of the repairs is required within twenty-four (24) hours from
reporting.

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03.08.08 Major Repairs
A major problem is defined as over 25% of the service at a single facility out of service;
or a failure in any call processor or node from any cause. A failure in call restriction
functions; or any other condition that renders the system incapable of performing all its
normal functions is considered a major problem. Response to a major problem is
required to begin resolution within one (1) hour via remote access with an on-site arrival
within four (4) hours from reporting. Satisfactory completion of the repairs is required
within twenty-four (24) hours from reporting or as can reasonably be expected.
03.08.09 Escalation
An escalation plan must be proposed that will be effective in the case that any of the
above conditions are not met within the required time allowances.
03.08.10 Status Reporting
Any time a repair problem is pending, reports will be made to the on-duty shift
commander at the reporting institution and the Department contract monitor. If a
problem is in first stage escalation, reports will be made to the on-duty shift commander
at the reporting institution and to the Department contract monitor every two (2) hours.
If a problem is in second stage escalation or later, or is deemed by the Department to be
an emergency, reports will be made to the on-duty shift commander at the reporting
institution and to the Department contract monitor every hour, until resolution is
achieved.
Indicate your acceptance of these requirements and detail your maintenance and repair
plan. You may propose and justify alternatives to these requirements, although the
State reserves the right to reject such alternatives. Include in your response details as to
what, if any, test equipment and spare parts you propose to locate on site at the
institutions/centers.

03.09 Fraud Management
The proposed system should be able to detect attempts to 3-way call, conference call or
any other multi-connect communication or fraudulent attempts. The proposed system
shall prevent the inmate from receiving a second dial tone or “chain dialing.” The
proposed system shall detect any extra digits dialed by the inmate after the party has
accepted the call. The system should recognize each attempt and cause immediate
disconnect of the attempted call. The State will bear no responsibility for the loss of
revenue as a result of fraudulent use of the telephone service.

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03.10 Contractor Qualifications
The Contractor to the State needs to be financially solvent, experienced, and have a
good history of providing proven products with a high grade of customer satisfaction.
The primary vendor will be responsible to the Department for all of these responses as
well as any responses related to any subcontractors utilized during the term of the
contract.
03.10.01 Stability
Proposes must provide evidence of financial stability, such as an Annual Report, income
statements and closing balance sheets for the past two years, audit opinions from
independent CPA firms, Dun & Bradstreet reports, etc.
03.10.02 Ownership
State your form of ownership and the number of years you have been in business under
your current name. The State reserves the right to investigate further than the vendor’s
responses to this RFP to determine financial stability.
03.10.03 Management
Provide the names of your chief officers, if a corporation, and of all partners, if a
partnership. If a corporation, state the year and state of incorporation.
03.10.04 Experience
Provide a brief narrative describing your experience providing Inmate Telephone
Systems. This narrative must address the length of time you have been providing
Inmate Telephone service, the size of the system(s) provided, and the number of
systems in place. Also indicate if the service you have provided was for a prison or jail
and if for prison was it a statewide system.
03.10.05 References
Provide a client list of comparable projects, including points of contact (name, address,
telephone and fax number), which can be used as references for work performed in
consideration for this RFP. These organizations may be contacted to determine the
quality of work performed and personnel assigned to the project. The results of the
references will be provided to reviewers and will be used in scoring the proposal.
References should be from users with the same equipment and using the same
systems as proposed in this RFP.

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03.10.06 Authorization to Operate
Certify that you are licensed to do business in the State of Idaho, and have satisfied all
requirements of the Public Utility Commission of Idaho and the Federal
Communications Commission, or, if not, how you will be able to satisfy these
requirements before the start date for any service.
03.10.07 Disclosures
Disclose all litigation filed by stockholders and/or class action over the past 24 months.
List all contracts for inmate phone service you have been awarded by other states in the
past five years. Please include the start and ending date for each contract ant the
reason the contract has ended (termination for default or cause, or contract term
ended).
List any debarment by any governmental agency over the past 24 months.
List all cases in which any clients, inmates or customers have sued you during the last 3
years.
List all cases in which you have been found not in compliance with the directives of any
regulatory body, such as a State PUC or the FCC, etc. for any type of inmate telephone
service, etc.
03.10.08 Existing Idaho Presence
Indicate the locations of any offices, facilities and employees currently in the State of
Idaho. Describe the service personnel available at these locations who will be assigned
to support this contract. Describe which locations would be the primary contact location
for service and trouble related issues. You may also state how this will change if you are
the successful Bidder.

04 Cost and Revenue Requirements
All copies of the cost proposal must be in a separate sealed envelope from the
remainder of the proposal, and no price information may appear in any other
proposal section.

04.01 Department Priorities
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Functionality and contractor support.

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Assuring that the lowest possible rates are charged for all call types. These shall
include all charges, including call set-up charges and per minute charges for any
call placed and accepted

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Types of calls are consistent from all Department facilities.

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Local (including extended community) calls
IntraLATA calls
InterLATA calls
Interstate calls
There are a minimal number of international call requests, which are handled on a caseby-case basis.
The present maximum call length for all locations is thirty (30) minutes. For fiscal year
2004 (July 1, 2003 – June 30, 2004) the number of calls placed was 513,502 and the
total minutes was 10,593,234.
List your proposed rates on the Call Cost Analysis Sheet below. These listed rates will
be used in the measurement of the Vendor’s RFP. There will be only one set of rates for
the entire Inmate Phone System. Rates will be fixed for the initial period of the contract
which shall be three (3) years.
Please provide the total charges, including any call set-up, for the following call types. If
call set-up charges are “wrapped” into per minute charges, indicate so under the
appropriate heading. All call rates will remain constant for calls made during any time of
day or day of week. Please indicate if these charges are inclusive of any and all
surcharges and/or taxes.
Call Cost Analysis Sheet
Call Type:

Number of Calls

Local
IntraLATA
InterLATA
Interstate

258,493
122,980
66,064
65,965

Set-up
Charge

Number of Minutes Per Minute Rate:
6,008,363
2,302,786
1,148,067
1,134,018

Evaluation of call cost will be based on fiscal year 2004 actual usage of the IDOC
Inmate phones.
Proposers must describe how time is measured for billing purposes. Explain how partial
minutes are billed. This billing for partial minutes will be used in the call cost scoring.
04.01.01 Rate Basis
Charges for telephone calls are generally based on tariffs, regulations and/or standards
as well as the Vendor cost related to providing the service. These may be under the
jurisdiction of the Idaho Public Utilities Commission or the Federal Communications
Commission. If this is the basis for rate calculations, used above, and the basis is
reduced, any reduction must be immediately passed onto the called parties accepting
calls under this contract. Such reductions must be provided to the Department in writing.

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Please confirm that any rate reductions will be incorporated into the rate structure of this
contract and the method of notification that will be used. Also provide a listing of
applicable tariffs, regulations and standards used in the calculation of the proposed
rates.
All tariffs, standards, and regulations utilized in pricing calculations must be provided in
the RFP response.
04.01.02 Franchise Fee/Commission
There shall be no charges whatsoever to the State for the proposed inmate phone
services. The successful Contractor assumes responsibility for any fees, billing and
collections, and fraudulent billing and un-collectible charges associated with the Inmate
Phone System.
The proposed percentage of commission payable shall be based on the Contractor’s
gross billings for all calls placed on the Inmate Telephone System. Total gross billings
shall, for the purpose of this RFP, be defined as total calls placed on or through the
Inmate Telephone System, billed at the rates authorized under the Contractor’s
proposal, as accepted by the State or as subsequently modified pursuant to the
proposal specifications. Commission checks shall be submitted to the Idaho Department
of Correction on a monthly basis, and shall be accompanied by a report which itemizes
by facility, minutes of usage, number of calls, gross billings and commission for each
telephone.
The State will also consider a monthly franchise fee payment in lieu of commission. The
franchise fee shall be a fixed fee payable to the department on a monthly basis. The
franchise fee will be fixed for the initial term of three (3) years of the contract. Future
adjustments will be negotiated with the contractor, IDOC, and the State of Idaho Division
of Purchasing.
Call detail records must be provided for all calls placed on or through the Inmate
Telephone System. All such calls must be billed in the manner outlined above. No
deduction or credit shall be given for any expenses, allowances, bad debts,
disconnects, or for billed calls which for any reason are not collected or which otherwise
do not result in revenue to the Contractor.
All copies of the cost proposal must be in a separate sealed envelope from the
remainder of the proposal, and no price information may appear in any other
proposal section.

05 Proposal Requirements
The evaluation and selection of a Contractor will be based on the information submitted
in the proposal, the result of reference checks, and oral presentations. Proposers

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should respond clearly and completely to all requirements.
completely may be the basis for rejecting a proposal.

Failure to respond

05.01 General Format
Submit proposals on standard 8 ½” x 11” paper. Foldouts containing charts, spread
sheets, and oversize exhibits are permissible. The pages should be placed in a backbound “D-Ring” binder with tabs separating the major sections of the proposal. Manuals
and other reference documentation may be bound separately. Each Proposal must also
be submitted with an electronic copy (CD or floppy disc).
05.01.01 Appropriate Presentation
Elaborate proposals (e.g. expensive artwork) beyond that sufficient to present a
complete and effective proposal, are not necessary or desired. Concise responses are
desired for ease of evaluating the responses.
05.01.02 Cross-Referencing
If a cross-reference is made in the proposal, it must refer to a specific page and
paragraph in the proposal or technical manuals (not sales brochures), and must
supplement rather than constitute a direct answer to the RFP question or statement.
Cross-referencing entire chapters or sections is not acceptable. Evaluators will not
score responses that are not clearly marked and easily located.
05.01.03 Pagination
Number pages consecutively in each section of the proposal showing proposal section
number and page number. This pagination should be included in the Response’s table
of contents.
05.01.04 Pricing Information Excluded from main Proposal
Proposals must be submitted in two volumes. Volume 1 contains Proposal Sections 2
and 3 as defined below. Volume 2 contains Proposal Section 4, Prices. No prices or
price information may appear in the Technical proposal for any reason. Failure to
comply with this instruction is grounds for rejection of the entire proposal.
05.01.05 Proposal Sections (volume 1)
Proposals must be submitted as outlined in the following sections.
Provide an executive summary overview of the proposal, including the following
elements:

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• Acknowledgment of all the site conditions provided in RFP Sections 2.1 and
responses to the specific points in Section 2;
• Brief description of call processing, using a flowchart or other means to clarify the
entire sequence;
• Brief description of the architecture of the statewide system proposed, including
physical and/or logical diagrams;
• Other information the Proposer deems necessary to convey a clear summary
view of the distinctive benefits of their proposal.
05.01.06 Proposal Section 2: Functional and Technical Proposal (volume 1)
Respond to each and every requirement in RFP Section 2, using identical numbering.
Follow the additional instructions in RFP Section 2 with respect to the specific contents
of responses. Responses should follow the reiteration of the specific question.
Responses of “Understood”, or “Comply”, or similar phrases will generally be given a
minimum score.
05.01.07 Proposal Section 3: Implementation and Ongoing Service
Requirements (volume 1)
Respond to each and every requirement in RFP Section 3, using identical numbering.
Follow the additional instructions in RFP Section 3 with respect to the specific contents
of responses. Responses should follow a reiteration of the specific question.
Responses of “Understood”, or “Comply”, or similar phrases will generally be given a
minimum score.
05.01.08 Proposal Section 4: Cost and Revenue Requirements (Volume 2)
Provide the required pricing information in exactly the format shown in RFP Section 4.
Remember that Proposal Section 4 (all copies) must be in a separate sealed box
or envelope from the remainder of the proposal, and that no price information
may appear in any other proposal section.
05.02 Oral Presentation
The Department reserves the right to invite Proposers who have may be awarded a
contract to present oral presentations. The Proposers will conduct oral presentations for
the Department. Oral presentations will be evaluated and the points added to the other
evaluation scores. The oral presentation must further explain the proposal. The cost(s),
if any, will be the responsibility of the Proposer. Topics should include, but are not
limited to the following:
ƒ
ƒ
ƒ

Start-Up Program (transition)
Functional and Technical Requirements
Implementation and On-Going Service Requirements
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ƒ

Demonstration of System and Equipment

06 Evaluation and Selection Process
All proposals will be evaluated in an objective and highly structured process, and all will
be treated in a uniform manner. Technical and price evaluations will be conducted
separately, and no price information will be available to the functional evaluators during
their evaluation.
Proposals will be scored on how and how well your system fulfills the requirements
compared to other proposals, so a response of “complies” or “agreed” or some such
word or phrase will not be sufficient to obtain more than the minimum score.
06.01.01 Evaluation Categories and Weights
The table below indicates the total number of points that will be assigned to each area
of the RFP evaluation. These weights are provided here for your understanding of the
state’s general applications and requirements.
Evaluation Criteria:
Contractor Qualifications

100

Functional and Technical Requirements
Implementation and Ongoing Service Requirements

300
300

Reporting Requirements
Price
Grand Total
Oral Presentation

50
250
1000
200

06.01.02 Proposer Questions
In the event that the evaluation team requires further clarification of proposals,
questions will be sent to all Proposers requesting additional information on unclear
points. Proposers will be required to reply to such requests by the date specified in
order to continue to be considered. Proposers will not be allowed to change their
proposals in this process.
06.01.03 Waiver of Minor Administrative Irregularities
The State reserves the right, at its sole discretion, to waive minor administrative
irregularities contained in any proposal.
06.01.04 Errors in Proposal
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The State is not liable for any errors in Proposers’ proposals. Proposers will not be
allowed to alter proposal documents after the deadline for proposal submission. The
State reserves the right to make corrections or amendments due to errors identified in
proposals by the State or the Proposer. Proposers are liable for all errors or omissions
contained in their proposals.

07

Special

Terms and Conditions

07.01.01 Compliance With Laws, Rules and Regulations
Contractor, its employees and others acting under its direction or control and
independent contractors, shall at all times observe and comply with all applicable rules
and regulations of the Department that are generally applicable, now existing or
hereafter adopted, respecting operations and activities in and about property occupied
by the Department.
07.01.02 Compliance Audits
To insure there is quality of service, and contract compliance, the Department will
conduct contract audits on an as-needed basis and at least semi-annually.
07.01.03 Conflict of Interest
The Proposer warrants that, except for bona-fide employees or selling agents
maintained by the Proposer for the purpose of securing business, no person or selling
agency has been employed or retained to solicit the contract upon an agreement or
understanding for commission, percentage or contingency.
07.01.04 Record Keeping and Retention
The Contractor shall establish and maintain adequate records of all expenditures
incurred under the contract. All records must be kept in accordance with generally
accepted accounting procedures. All procedures must be in accordance with federal,
state, and local ordinances.
The IDOC shall have the right to audit, review, examine, copy and transcribe any
pertinent records or documents relating to any contract resulting from this RFP held by
the Contractor. The Contractor will retain all documents applicable to the contract for a
period of not less than five (5) years after final payment is made.
07.01.05 Liquidated Damages
Failure of the Contractor to provide the service or submit information required by this
Contract may result in the State requiring liquidated damages, and not as a penalty.

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The amount of the liquidated damages that may be withheld shall be determined by the
Director and shall be proportionate to the level of service that is deficient or otherwise
not in accordance with the Contract and in no event shall exceed $1,000.00 per day.
When liquidated damages are imposed by the State, the State shall notify the
Contractor in writing that liquidated damages are being imposed, the amount thereof,
and the grounds for imposing such damages upon the Contractor. Failure by the State
to require payments, or failure of the Contractor to cure any deficiency or correct any
problem, shall not be a waiver of any right of the State to terminate this Contract or to
exercise any other remedy provided by this Contract or law to the State.
07.01.06 Notification/Resolution Of Deficiency
The Contractor will have a reasonable period not to exceed 30 days from the date of the
written notification to rectify the deficiency. If after a reasonable period not to exceed 30
days from the date of written notice, the Department is not satisfied that Contractor has
resolved the deficiency (or made substantial progress toward resolving such
deficiencies as defined by Department personnel), Contractor agrees, notwithstanding
any other provision of this Contract, to pay the Department the sum determined by the
Director for each day that the Contractor fails to provide services under this Contract
which are acceptable to the Department. It is understood and agreed that said amount
is to be paid as liquidated damages, and not as a penalty, in view of the difficulty of
affixing actual damages under this Contract.
Contractor shall not be liable for liquidated damages when the Contractor’s failure to
provide acceptable services under the Contract arises as a result of any reason beyond
its control, including without limitation, strikes or labor disputes by Department Staff,
inmate disturbances, acts of God, or any other similar causes beyond the reasonable
control of either party. In any case, however, Contractor shall be obligated to notify the
Department in writing immediately upon its determination that it cannot provide said
services.
Nothing in this subsection shall be interpreted to preclude the Department from
recovering damages from Contractor under any other provision of this Contract or
exercising any other remedy at law or equity; nor shall the Department be precluded
from terminating this Contract for breach.
07.01.07 Insurance
The Proposer shall provide a letter of intent, from an insurance company authorized to
do business in the State of Idaho, which states its intent to insure the Proposer pursuant
to the terms of the contract.
07.01.08 Litigation
The Proposer shall provide a list of all litigation the company has been or is currently
involved in during the last five (5) years. Information with respect to the amount of

30

professional and liability and other insurance, lawsuits (including all cases that were
settled and the amounts of settlement are required), and risk management plan. If this
information is not available under the freedom of information act and/or a state public
records disclosure act, then provide case name, case number and court.
07.01.09 Termination
After a period of three months (90 days) from the effective date of execution of the
Contract, the Idaho Department of Correction may terminate the Contract upon 90 days
written notice to the Contractor. Written notice shall be served upon the Contractor by
certified mail.

07.02 Contract Award and Execution
In the event of contract award, the contents of this RFP (including all attachments), RFP
addenda and revisions; the complete proposal of the successful Proposer, and any
additional terms agreed to in writing by the IDOC and the Proposer shall become part of
the contract. Failure of the successful Proposer to accept these as a contractual
agreement may result in a cancellation of award.
The following priority for contract documents will be used if there are conflicts or
disputes:
Final signed contract, including any additional terms or attachments.
Written proposal including written questions/clarifications.
Request for Proposals, plus any addenda issued by the State.
07.02.01 Acceptance of Proposals Content
The entire contents of the proposal of the successful Proposer will become contractual
obligations if procurement action ensues.
07.02.02 Contract Terms and Conditions Defined
The state reserves the right to incorporate the standard state contract provisions into
any contract negotiated with any proposal submitted responding to this RFP. Failure of
the successful Proposer to accept these obligations in a contractual agreement may
result in cancellation of the award.
07.02.03 Certification of Independent Price Determination
By signing this proposal, the Proposer certifies, and in the case of a joint proposal, each
party thereto certifies as to its own organization, that in connection with this
procurement:

31

The prices in this proposal have been arrived at independently, without consultation,
communication, or agreement, for the purpose of restricting competition, as to any
matter relating to such prices with any other respondent or with any competitor;
Unless otherwise required by law, the prices which have been quoted in this proposal
have not been knowingly disclosed by the Proposer and will not knowingly be disclosed
by the Proposer prior to opening in the case of an advertised procurement, or prior to
award in the case of a negotiated procurement, directly or indirectly to any other
Proposer or to any competitor; and
No attempt has been made or will be made by the Proposer to induce any other person
or firm to submit or not to submit a proposal for the purpose of restricting competition.
Each person signing this proposal certifies that:
He/she is the person in the Proposer’s organization responsible within that organization
for the decision as to the prices being offered herein; or
He/she is not the person in the Proposer’s organization responsible within that
organization for the decision as to the prices being offered herein, but that he/she has
been authorized in writing to act as agent for the persons responsible for such
decisions.
07.02.04 Institutional Security and Access Requirements
The vendor work rules and procedures vary from site to site, dependent on the site’s
security level and physical limitations. These work rules will be provided to the
successful vendor before the commencement of any work on this project. Actual site
orientations may be held for the vendor. Any vendor employee, working at a Department
location, must present proper picture identification. The Department also reserves the
right to deny access at its’ sole discretion.
07.02.05 Idaho Public Utility Commission
Proposers must currently be in good standing with the Idaho Public Utility Commission
07.02.06 Assignment Of Contract Or Sub-Contracts
The Contractor may not sub-contract any part of this Contract without prior consent of
the Administrator, Division of Purchasing within the Department of Administration and
the Director of the Idaho Department of Corrections. Contractor will provide copies of all
subcontracts to the Administrator of Institutional Services.
07.02.07 No Obligation to Buy

32

State of Idaho reserves the right to refrain from contracting with any vendor or to
contract only for any part(s) of the proposed systems and services.

07.02.08 Proprietary Information
Any information contained in the proposal, which the Proposer feels, should be
considered proprietary must be clearly designated. Marking of the entire proposal as
proprietary will be neither accepted nor honored. No information submitted as part of
the proposal will be returned.
07.02.09 Multiple Proposals
Multiple proposals are permitted but the State prefers that each Proposer submit its
single best offering. If the Proposer believes the scope, requirements or terms and
condiitions in the RFP are not in the best interest of the State as presented, the
Proposer is obligated to raise these points during the Proposer questions period.
07.02.10 Proposal Property of State of Idaho
All materials submitted in response to this request become the property of State.
Selection or rejection of a response does not affect this right.
07.02.11 Cost of Preparing Proposals
The State is not liable for any costs incurred by Proposers in preparing or presenting
proposals and demonstrations in response to this RFP.
07.02.12 Employment
The Contractor will not engage the services of any person or persons now employed by
the state, including any department, commission or board thereof, to provide services
relating to this agreement without the written consent of the employer of such person or
persons and of the IDOC.
07.02.13 Hold Harmless
The Contractor will indemnify and save harmless the state and all of its officers, agents
and employees from all suits, actions, or claims of any character brought for or on
account of any injuries or damages received by any person or property resulting from
the operations of the Contractor, or any of its Vendors, in prosecuting work under this
agreement.

07.03 Independent Contractor

33

Contractor shall act as an independent contractor insofar as the performance of
services hereunder is concerned. To that end, Contractor shall employ, direct and/or
contract with such personnel as it requires to perform said services; shall secure any
and all permits that may be required in order to perform the services herein
contemplated; shall exercise full and complete authority over its employees; shall
comply with the Worker’s Compensation, employer’s liability and other Federal, State,
County and Municipal laws, ordinances, rules and regulations required of an employer
performing services as herein contemplated; and shall make all reports and remit all
withholding or other deductions from the compensation paid its personnel as may be
required by any Federal, State, County or Municipal law, ordinance, rule or regulation.
Neither Contractor nor any person employed by the Contractor to perform services
under this agreement shall be deemed to be an agent or employee of the Idaho
Department of Correction. Further, neither Contractor nor any employees of the
Contractor shall be entitled to participate in any retirement or pension plan, group
insurance program, or other programs designed to benefit employees of the State of
Idaho Department of Correction.

07.04 Assignment Of Contract Or Sub-Contracts
The Department intends to make a single award to a prime contractor for this service.
The prime contractor will have complete responsibility for the performance of all aspects
of this contract, including portions provided by subcontractors. The prime contractor will
be responsible for total contract compliance and performance whether or not subcontractors are used.
The Contractor may assign this Contract with prior written consent of the Department of
Administration and the Director of the Idaho Department of Correction. Sub-contractors
must be specified in the proposal and in the event of the award, will be required to abide
by all terms and conditions of the contract
07.04.01 Assignment Of Contractor Staff
Each institution/center has the sole right to allow or not allow any Contractor employee
to enter and work in its facilities. Contractors will be required to provide whatever
information about employees is requested by the institution/center, and to replace any
employee at the direction of the institution/center.
Contractor, its employees and others acting under its direction or control and
independent contractors, shall at all times observe and comply with all applicable rules
and regulations of the Department that are generally applicable, now existing or
hereafter adopted, respecting operations and activities in and about property occupied
by the Department.
07.04.02 Subcontractors

34

Describe in detail the relationship between the prime and all subcontractors, including
the nature of the formal agreements between the parties, and the division of roles and
responsibilities within the combined organization that will be providing service to the
State. Describe the length of these relationships and how the subcontractors factor into
the overall support being offered the Department.
07.04.03 Background Investigation
All Contractor employees and subcontractors must pass a background investigation
conducted by the Department or its designee to be eligible for engagement by the
Contractor within Department facilities. The Department will charge the Contractor
actual cost for each background check it conducts for the Contractor. Such investigation
shall be the equivalent of investigations required of all Department personnel.

07.05 Contract Term
The initial contract term will be two (2) years from the date of award, with the option for
three (3) additional one- (1) year extensions.
07.06 Acknowledgement Of Addenda
All contractors shall acknowledge receipt of any addenda to this request. Addenda shall
be signed by the contractor and included with the contractor’s proposal. Failure to
acknowledge receipt of any addenda may render the proposal to be non-responsive.

35