MO Contract with Securus 2011 Part 2

State DOC Contracts • Missouri

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STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP)

•

REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E·MAIL: brent.dixon@oa.mo.gov

AMENDMENT NO.: 002
RFP NO.: B2Z11019
TITLE: OFFENDER TELEPHONE SYSTEM
ISSUE DATE: 02/09/11

RETURN PROPOSAL NO LATER THAN: 02/25/11 AT 2:00 PM CENTRAL TIME
MAILING INSTRUCTIONS:

RETURN PROPOSAL TO:

Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Delivered sealed proposals must be in DPMM office (301 W High
Street, Room 630) by the return date and time.
(U.S. Mail)
(Courier Service)
DPMM
or
DPMM
PO BOX 809
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65102-0809
JEFFERSON CITY MO 65101-1517

CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINA TlON TO THE FOLLOWING ADDRESS:

•

VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items and/or services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Terms and Conditions Request for Proposal
(Revised 01120/10). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with his/her proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Division of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri, a binding contract shall exist between the
offeror and the State of Missouri.

SIGNATURE REQUIRED
\

LEGAL NAME OF ENTITYIINDTVIDUAL FILED WITH IRS FOR THIS TAX ID NO.

DOING BUSINESS AS (DBA) NAME

Securus Technologies, Inc.

Securus Technologies. Inc.

MAILING ADDRESS

JRSFORM III9lIMAILJNGADDRESS

14651 Dallas Parkway, 6th Floor

14651 Dallas Parkway, 6 th Floor

crrv. STATE, ZIP CODE

Crrv,STATE. ZIP CODE

Dallas, Texas 75254

Dallas, Texas 75254
EMAILADDI/.ESS

CONTACT PERSON

Robert E. Pickens

bpickens@securustech.net

PHONE NUMBER

FAX NUMBER

972-277 -0300
TAXPAYER ID NUMBER (TIN)

972-277-0514

TAXPAYER ID (TIN) TYPE (CHECK ONE)

_X_

FEIN

VENDOR NUMBER (IF KNOWN)

SSN

75-2722144
VENDOR TAX FILING TYPE WITH IRS (CHECK ONE)

_X_ Corporation

•

Individual

AUTHORIZEDSIGNA~

~ 5.
PRINTED NAME

Robert E. Pickens

State/Local Government

Partnership

Sole Proprietor

DATE

March 9, 2011
TITLE

Chief Operating Officer

_IRS Ta1( Exempt

TITLE: OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD: DATE OF A WARD THROUGH FNE YEARS
.
.
Prospective offerors are hereby notified of the foHowing revisions to the RFP:

2. DELETED Section 3.8 and its subparagraphs

•

STATE OF MISSOURI
OFFICE OF ADMINISTRATION
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP)

•

REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751-4903
E-MAIL: brent.dixon@oa.mo.gov

AMENDMENT NO.: 001
RFP NO.: B2Z11019
TITLE: OFFENDER TELEPHONE SYSTEM
ISSUE DA TE: 01/25/11

RETURN PROPOSAL NO LATER THAN: 02125/11 AT 2:00 PM CENTRAL TIME
MAILING INSTRUCTIONS:

RETURN PROPOSAL TO:

CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:

•

VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORMATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items andlor services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Tenns and Conditions Request for Proposal
(Revised 0112011 0). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with hislher proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Division of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri, a binding contract shall exist between the
offeror and the State of Missouri.
SIGNATURE REQUIRED
DOING BUSINESS AS (DIIA) NAME

LEGAL NAME OF ENTITYIINDIVIDUAL FILED WITIJ IRS FOR THIS TAX ID I'm.

Securus Technologies, Inc.

Securus Technologies. Inc.

MAILING ADDRESS

IRS FORM 1099 MAILING ADDRESS

14651 DaJ1as Parkway. 6th Floor

14651 Dallas Parkway, 6th Floor

CITY, STATE, ZIP CODE

CITY, STATE, ZII'CODE

Dallas, Texas 75254

CONTACT PERSON

EMAILADDJU"SS

Robert E. Pickens

bpickens@securustech.net

PHONE !I."uMBER

FAX NUMBER

972-277-0300
TAXPAYER In NUMBER (TIN)

972-277-0514

TAXPAYER ID (TIN) TYPE (CHECK ONE)

_X_

FEIN

State/Local

Government

SSN

VENDOR NUMBER (IF KNOWN)

75-2722144
)'l!NOOR TAX FlLIl'o'G TYPE WIrn IRS ICHECK ONE)

_X_ Corporation

•

_ Individual

AUTIIORIZED SIGNATURE

;ld- r:.~£
PRINTED NAME

Robert E. Pickens

_ Partnership

_ Sole Proprietor

DATE

March 9, 2011
TITLE

Chief Operating Officer

_IRS Tax Exempt

TITLE: OFFENDER TELEPHONE SYSTEM
CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
Prospective offerors are hereby notified of the foHowing revisions to the RFP:
I. Changed CloSing Date:
As Stated: Return bid no later than 02/08111 at 2:00 pm
Change to: Return bid no later than 02125111 at 2:00 pm
2. REVISED paragraph 1.5.2
3. REVISED paragraph 1.5.4
4. REVISED paragraph 1.7.2
5. REVISED paragraph 2. I .7
6. REVISED paragraph 2.1.8
7. ADDED.paragraph 2.1.13
8. REVISED paragraph 2.2.13
9. REVISED paragraph 2.3.4
10. REVISED paragraph 2.3.5
II. ADDED subparagraphs 2.3.5.a - 2.3.5.g
12. ADDED subparagraph 2.3.7.g
13. DELETED paragraph 2.3.9
14. ADDED subparagraphs 2.3.IO.a and 2.3.l0.b
15. REVISED paragraph 2.4.3
16. REVISED paragraph 2.4.4
17. REVISED paragraph 2.4.5
18. REVISED paragraph 2.5.3
19. REVISED paragraph 2.5.8
20. REVISED paragraph 2.5.9
21. REVISED paragraph 2.8.2
22. DELETED paragraph 2.8.4
23. REVISED paragraph 2.9.5
24. REVISED paragraph 2.11.8
25. REVISED paragraph 2.18.3
26. REVISED paragraph 2.1S.3.b
27. REVISED paragraph 2.18.4
28. REVISED paragraph 2. 18.4.b
29. ADDED paragraph 2.18.8
30. REVISED paragraph 2.23.1
31. ADDED paragraph 2.23.3.b
32. REVISED paragraph 3.13.1
33. REVISED paragraph 3.18.1
34. REVISED paragraph 3.22.1
35. ADDED paragraph 4.3.8
36. REVISED paragraph 4.6.1
37. REVISED paragraph 4.6.7
38. REVISED subparagraph 4.7 .1.a.l)
39. REVISED Exhibit A
40. ADDED paragraph Cl.l.4 in Exhibit C
41. ADDED paragraph C 1.1.5 in Exhibit C
42. REVISED Exhibit D
43. REVISED Attachment #1
44. ADDED Attachment #3

•

STATE OF MISSOURI
OFFICE OF ADMINISTRA nON
DIVISION OF PURCHASING AND MATERIALS MANAGEMENT (DPMM)
REQUEST FOR PROPOSAL (RFP)

•

REQ NO.: NR 300 31501000001
BUYER: Brent Dixon
PHONE NO.: (573) 751·4903
E-MAIL: brent.dixon@oa.mo.gov

RFP NO.: B2Z11019
TITLE:
OFFENDER TELEPHONE SYSTEM
ISSUE DATE: 12120/10

RETURN PROPOSAL NO LATER THAN: 02108/11 AT 2:00 PM CENTRAL TIME
MAILING INSTRUCTIONS:

RETURN PROPOSAL TO:

Print or type RFP Number and Return Due Date on the lower left hand corner of the
envelope or package. Delivered sealed proposals must be in DPMM office (301 W High
Street, Room 630) by the relurn date and time.
(U.S. Mail)
DPMM
or
POBOX 809
JEFFERSON CITY MO 65102·0809

(Courier Service)
DPMM
301 WEST HIGH STREET, RM 630
JEFFERSON CITY MO 65101-1517

CONTRACT PERIOD: DATE OF AWARD THROUGH FIVE YEARS
DELIVER SUPPLIES/SERVICES FOB (Free On Board) DESTINATION TO THE FOLLOWING ADDRESS:

•

VARIOUS CORRECTIONAL INSTITUTIONS
THROUGHOUT THE STATE OF MISSOURI
OFFICE OF ADMINISTRATION, INFORM ATION TECHNOLOGY SERVICES DIVISION
The offeror hereby declares understanding, agreement and certification of compliance to provide the items and/or services, at the prices
quoted, in accordance with all requirements and specifications contained herein and the Terms and Conditions Request for Proposal
(Revised 011201] 0). The offeror further agrees that the language of this RFP shall govern in the event of a conflict with hislher proposal.
The offeror further agrees that upon receipt of an authorized purchase order from the Division of Purchasing and Materials Management or
when a Notice of Award is signed and issued by an authorized official of the State of Missouri , a binding contract shall exist between the
offeror and the State of Missouri.

SIGNATURE REQUIRED
DOING BUSINESS AS (DBA) NAME

L.EGAL NAME OF ENTlTYIINDIVIDUAL. FlL.ED WITH IRS FOR THIS TAX 10 NO.

Securus Technologies, Inc.

Securus Technologies. Inc.

MAILING ADDRESS

IRS FORM

14651 Dallas Parkway,

6 th

MAIL.ING AUURESS

14651 Dallas Parkway, 6th Floor

Floor

CITY, STATE, ZIP CODE

CIIT. STA TE, ZIP CODE

Dallas, Texas 75254

CONTACT PERSON

EMAIL. AUDRESS

Robert E. Pickens

bpickens@securustech.net

PHONE NUMBER

FAX NUMBER

972-277-0300
TAXPA YER ID NUMBER (TIN)

972-277-0514
TAXPAYElllD (1Thl TYPE (CHECK ONE)

_X_

FEIN

VENDOR NUMBER (IF KNOWN)

SSN

75-2722144
VENDOR TAX FILING ITPE WITH IRS (CHECK ONE)

_X_ Corporation

•

Individual

AUTIIORIZEDSIG"ATU~

~1"..
PRLvrED NAME

Robert E. Pickens

StateJLocal Government

Partner.;hip

Sole Proprietor

DATE

March 9, 2011
TITLE

Chief Operating Officer

_IRS Tax Exempt

1. Introduction and General
Information
This section of the RFP includes Cl brief introduction and background information about the intended
acquisition for which the requirements herein are written. The contents of this section are intendedfor
informational purposes and do not require a response.

1.1

Purpose:

1.1.1

•

This document constitutes a request for sealed proposals from prospective offerors for the
provision of an offender telephone service for the Office of Administration, Information
Technology Services Division for various existing and future correctional institutions operated
by the Missouri Department of Corrections (referred to hereinafter as the "state agency"), and to
provide all operator assisted and automated telephone services to the offenders in accordance
with the requirements and provisions stated herein .

Securus has read and understands.

1.1.2

RFP Document Contents: This document, referred to as a Request for Proposal (RFP), is
divided into the following parts:
Section 1:
Section 2:
Section 3:
Section 4:
Exhibit A:
Exhibit B:
Exhibit C:

Introduction and General Information
Functional, Technical, and Perfonnance Requirements
Contractual Provisions and Requirements
Proposal Submission Information and Requirements
Pricing (Cost)
Experience and Reliability of Organization
Proposed Method of Perfonnance, Solution Functionality. and Expertise of
Personnel
Participation by Other Organizations
ExhibitD:
Missouri Service-Disabled Veteran Business Preference
Exhibit E:
Business Entity Certification, Enrollment Documentation and Affidavit of Work
Exhibit F:
Authorization
Exhibit G:
Miscellaneous Information
Attachment 1: Missouri Correctional Institutions
Attachment 2: Department of Corrections Confidentiality Document
Terms and Conditions

•

Securus has read and understands .

[;:) SECURUS'
.;..;.;.._......

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.

1.2

Pre-Proposal Conference:

1.2.1

Securus has read and understands.

1.2.2

A pre-proposal conference regarding this Request for Proposal will be held on Monday, January
10,201) beginning at 9:30 a.m. Central Time in Room 400 of the Harry S Truman State Office
Building in Jefferson City, Missouri.

Pre-Proposal Conference Agenda - The RFP will be used as the agenda for the pre-proposal
conference.

Securus has read and understands.

1.2.3

Pre-Proposal Conference RFP Questions - All potential offerors are encouraged to participate in
the Pre-Proposal Conference as it will be used as the forum for questions, communications, and
discussions regarding the RFP. The offeror should become familiar with the RFP and develop all
questions prior to the conference in order to ask questions and otherwise participate in the public
communications regarding the RFP.
a.

Prior Communication - Prior to the Pre-Proposal Conference, the offeror may submit written
communications andlor questions regarding the RFP to the buyer identified on page one.
Such prior communication will provide the State of Missouri with insight into areas of the
RFP which may be brought up for discussion during the conference and which may require
clarification.

Securus has read and understands.

•

b. During the Pre-Proposal Conference, the buyer of record will attempt to respond to all
previously received questions/concerns regarding the RFP but it shall be the sole
responsibility of the offeror to orally address any issues previously presented to the buyer by
the offeror that the buyer of record may have failed to address.

Securus has read and understands.
c.

Amendment to the RFP - Any changes needed to the RFP as a result of discussions from the
Pre·Proposal Conference will be accomplished as an amendment to the RFP. Formal minutes
of the conference will not be maintained.

Securus has read and understands.

1.2.4

Pre-Proposal Conference Special Accommodations - Offerors are strongly encouraged to advise
the Division of Purchasing and Materials Management within five (5) working days of the
scheduled pre-proposal conference of any special accommodations needed for disabled
personnel who will be attending the conference so that these accommodations can be made.

Securus has read and understands.

1.3
1.3.1

RFP Questions:
Questions and issues relating to the RFP must be directed to the buyer, Brent Dixon. It is
preferred that questions be e-mailedtobrent.dixon@oa.mo.gov.

Missouri DOC RFP No. 82211019 for an Offender Telephone System
~

[;:) SECl,JRl,JS·
........__

•

Securus has read and understands.

1.3.2

Securus has read and understands.

1.33

Offeror's Contacts:

1.4.1

Background Information:

1.5.]

•

Offerors and their agents (including subcontractors, employees, consultants, or anyone else
acting on their behalf) must direct all of their questions or comments regarding the RFP, the
evaluation, etc. to the buyer of record indicated on the first page of this RFP. Offerors and their
agents may not contact any other state employee regarding any of these matters during the
solicitation and evaluation process. Inappropriate contacts are grounds for suspension and/or
exclusion from specific procurements. Offerors and their agents who have questions regarding
this matter should contact the buyer of record.
.

Securus has read and understands.

1.5

Questions and issues necessitating requirement changes or clarifications wiU result in an
amendment to the RFP. As a result, some questions and issues may not result in a direct
response to the inquiring vendor.

Securus has read and understands.

1.4

•

All questions and issues should be submitted no later than ten (10) calendar days prior to the due
date of the proposals. If not received prior to ten days before the proposal due date, the Division
of Purchasing and Materials Management (DPMM) may not be able to fully research and
consider the respective questions or issues.

The State of Missouri, Office of Administration, Information Technology Services Division is
seeking an experienced contractor to provide an offender telephone service for the Department
of Corrections that allows the offenders residing in the state's correctional institutions to place
calls through the contractor provided offender telephone system to parties outside the facility.

Securus has read and understands .

ll> SECV84S'
......... -

Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securu5 Technologies, Inc. All rights reserved.

1.5.2

The total number of calls and minutes of international calls is currently zero. The total number of
calls and minutes of local, intraLATA, interLATA, and interstate used during calendar year
2009 and 2010 in the current offender telephone services contract was as follows:

Call Information By Call Type
2009

2010

Calls Placed
Collect
Calls
Debit
Calls
Pre-paid
Calls
Totals

Duration of Calls
(Minutes)

1,439,350

23,070,844

5,975,563

51,862,148

2,821,246
10,236.159

38,119,266
113,052,258

Calls Placed

Duration of Calls
JMinutes)

1,329,865

15,971,135

7,125,702

55,949,563

3.668,549

45,536,201

12,124,116

117,456,899

•

Call Information By Call Location
1009

1010
Duration o/Calls
(Minutes)
16,698,990

Calls Placed
Interstate
IntraLATA
InterLATA
Local
Total

Duration of Calls
(Minutes)

Calls Placed

1,272,055

15,065,329

1,900,669

4,782,250

52,231,522

5,382,639

52,885,901

4,046,146

44,269,851

4,706,375

46,594,174

135,708

1,485,556

134,432

1,277,834

10,236,159

113,052,258

11,124,116

117,456,899

.. Securus has read and understands.
1.5.3

•

While previous calling information is provided, no guarantee is made by the state on future call
volumes or the distribution of those call volumes by call type or location.

Securus bas read and understands.

)U:YISED:PER'AMENDMENT. #OOl
1.504
There are approximately 32,000 offenders in the Department of Corrections' institutions related
T

to the contract. This number may fluctuate. The total number ofoffenders in Department of
Corrections' institutions on January 18, 2011 was 30,548 offenders.

•

•
I

Securus has read and understands.

Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Secilrus Technologies, Inc. All rights reserved.

~SECUHUS'
..- .
"

--~

1.5.5

Securus has read and understands.
Awarded Bid & Contract Document Search:

1.6

] .6.]

•

1.7

Although an attempt has been made to provide accurate and up-to-date information, the State of
Missouri does not warrant or represent that the background infonnation provided herein reflects
all relationships or existing conditions related to this Request for Proposal.
Tour of Facility:

1.7.1

Management' s Awarded Bi d & Contract Document Search System located on the Internet at:
http://www.oa.mo.gov/purch. In addition, all proposal and evaluation documentation leading to
the award ofthat contract may also be viewed and printed from the Division of Purchasing and
Materials Management's Awarded Bid & Contract Document Search System. Please reference
the Bid number B2Z05070 or the contract number C205070001 when searching for these
documents.

Securus has read and understands.

1.6.2

•

The current contractor, Public Communications Services, Inc. (Securus), owns all the equipment
associated with the offender phone infrastructure provided and installed by the contractor. The
State of Missouri owns the existing cabling.

To ensure the offeror understands the requirements of the RFP, two (2) hour tours of each
correctional facility will occur according to the schedule stated below. Background checks will
be conducted prior to granting the offeror andlor the offeror's employee approval to enter the
facilities. In order to be considered for participation in one or all of these tours, the offeror must
contact Melissa Scheulen at the Missouri Department of Corrections, Office of the Division of
Adult Institutions, 2729 Plaza Drive, Jefferson City, MO 65109,573-751-2389, at least seventytwo (72) bours prior to the tour(s) to provide the official name of their company, the full names
(first, middle initial and last), dates of birth, and social security numbers ofthe individuals that
will be participating in the tour(s) so that background checks can be completed and decisions
regarding entrance approval/disapproval can be made. Locations and addresses of the
institutions are stated in Attachment #1.

Securus has read and understands.

'REVISED PER AMENDMENT #001
1.7.2

•

Proposed Tour Schedule:
Date of Tour
January 11,2011
January 11 2011
January 12 2011
January 12 2011
January 13,2011
January 13,2011
January14,2011

[DSEC~~S'

Location
JCCC
ACC
CRCC
WMCC
MTC
WRDCC
KCCRC

Time of Tour
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All

rights reserved.

Date of Tour
January 18,2011
January 19,2011
January 20, 2011
Januaii' 20,2011
January 21, 2011
JanuaIi' 21.,2011
JanualY 24,2011
January 24, 2011
Januat:Y25,2011
January 25,2011
January 26, 2011
January 26, 2011
January 27, 2011
January 28, 2011
January 31, 2011
February 1,2011

Location
CCC
MCC
BCC
TCC
FRDC
CTCC
WERDCC
NECC
SLCRC
MECC
EROCC
FCC
SECC
PCC
SCCC
OCC

Time of Tour
8:30 a.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
12:30 p.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time
8:30 a.m. Central Time

This schedule does not include the Investigation Offices.

Securus has read and understands.

1.7.3

Any questions resulting from tours of the facility must be directed to Brent Dixon, Buyer, at the
contact infi)rmation stated on page one.

•

Securus has read and understands.

Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

t::l SECURUS'
.... _.
~

•

2. Functional, Technical, and
Performance Requirements
This section ofthe RFP includes requirements and provisions relating specifically to the jUnctional,
technical, and performance requirements of the agency. The contents ofthis section include mandatory
requirements thClt will be required of the successful offeror and subsequent contractor. Response to this
section by the offeror is requested in the Exhibit section ofthis RFP. The vendor's response, whether
responding to a mandatory requirement or a desired attribute will be binding upon the vendor in event
the proposal is accepted by the state.

2.1

General Requirements:

2.1.1

•

The contractor must have successfully designed, implemented, and monitored at least one (1)
multi-institutional networked offender telephone system as the prime contractor. It is highly
desirable for at least one ofthe contractor's implemented networked offender telephone systems
to be recording and monitoring all calls and handling a similar volume of calls and minutes as
the State of Missouri's requirements herein as well as possessing the capability of networking
with at least eight (8) correctional facilities within one (l) system.

Securus has read, agrees, and complies.

Securus has successfully designed, implemented, and monitored many multi-institutional
networked offender telephone system as the prime contractor. We are pleased to provide the
following examples of three of our networked offender telephone systems that include recording
and monitoring all calls and handling a similar to the volume of calls and minutes as the State of
Missouri's.

Arizona Department of Corrections
The Arizona Department of Corrections CAZ DOC) awarded a five-year statewide contract to
Securus in October 2007 through October 2012. The contract required Securus to implement and
operate a turnkey network-based offender telephone system with integrated recording and
monitoring capabilities. This included the installation and use of voice biometrics, centralized
database/administration with integration into AZ DOC Offender Management System. For offender
behavior modification, Securus installed call velocity restrictions based on various custody levels.
Our installation team successfully installed approximately 1,180 telephone devices, including over
550 pedestal installations, serving more than 35,000 offenders at more than 20 AZ DOC stateoperated and privately managed locations.
Key Project Milestones

•
•

•

Issue installation orders/confirm install dates with customer
SOX compliance approval

[,;) SECURUS'
.

~;.;:--

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
(I;)

•

Site surveys

•

Assignments for purchasing/complete purchase orders

•

Receive system shipment at site/verify shipment content

•

Order circuits/test and turn up circuits

•

General installation - mount system, phones (including cutoff switches)/verify all
features working properly

•

Verify phones work, port assignments/call groups

•

Quality control checklist/test calls completed

•

Distribute installation documentation to logistics planning

•

Install workstation and firewalls

Perform customer training

•

Site cutover complete

•

Customer acceptance of installation

The service installed at the AZ DOC is the same service being proposed to the state agency. The
installed SCP solution included comprehensive security and calling features serving the needs ofa
department of corrections offender population greater than that of the state agency.
Florida Department of Corrections
Securus was awarded competitive bid to provide a centralized turnkey offender telephone system
to serve more than 102,500 offenders. The initial contract period is for five years with one five-year
mutually agreeable five-year renewal. Securus successfully installed the Secure Call Platform (SCP)
and networked 149 DOC locations. Our project management team's approach for the installation
was to deploy two installation teams per Florida DOC's four regions. The contract was signed
September 25.2007 and the installation was complete December 23. 2007. Securus installed
approximately 2,270 offender telephones, 140 workstations/printers, approximately 50 TTYs.
installed all of the necessary recording and monitoring equipment required to meet the DOC's
specifications. Our installation teams removed all existing telephone devices and readied them for
shipment per our agreement with the previous contractor.

•

Key Project Milestones
• Issue installation orders/confirm install dates with customer
•
•
•

Site surveys
Assignments for purchasing/complete purchase orders

•

Receive system shipment at site/verify shipment content

•

Order circuits/test and turn up circuits

•

SOX compliance approval

General installation - mount system, phones (including cutoff switches)/verify all
features working properly

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securlls Technologies, Inc. All rights reserved.

t::l SECU.RUS'
......._ _

•

Verify phones work, port assignments/call groups

•

Quality control checklist/test calls completed

•

Distribute installation documentation to logistics planning

•

Install workstation and firewalls

•

Perform customer training

•

Site cutover complete

•

Customer acceptance of installation

The service installed at the Florida DOC is the same service being proposed to the state agency. The
installed SCP solution included comprehensive security and calling features serving the needs of a
department of corrections offender population larger than that of the state agency.

•

Maryland Department of Public Safety and Correctional Services
The scope of the agreement calls for Securus Technologies to provide a secure offender telephone
system to the 23,500 offenders incarcerated in the 26 Maryland Department of Public Safety and
Correctional Services CDPSeS) facilities. Securus provides secure telecommunications, recordings,
live monitoring capabilities and fraud control through Securus' SCP solution. Securus is also
responsible for the installation, customer (Friends and Family) service, technical support, customer
billings, and network operations.
Securus has held this contract as the prime contractor since 2003, and was a subcontractor to
Verizon providing offender telephone service to the DPSCS since 1994. In 2003 Securus installed
Digital CamBridge, a premises based offender-calling system that networked together all 26 sites
with the Maryland DPSCS. In 2009 Securus upgraded the system to the hosted centralized Secure
Call Platform. Maryland was the first DOC to use the automated Personal Allowed Number (PAN)
lists feature that allows offenders to hear, add and delete numbers from their PAN lists directly,
su bj ect to an automated validation process and/or the approval of the DOC to the change requested
by the offender. The Maryland DPSCS uses the SCP debit calling application, funding is
accomplished through an interface with Maryland's trust fund system. An automated interface is
also used to track offender movement, so that offender debit accounts are only active in the facility
in which the offender is incarcerated.
Key Milestones of the SCP Conversion Project

•
•

SOX compliance approval

•

Site surveys

•

Assignments for purchasing/complete purchase orders

•

Receive system shipment at site/verify shipment content

•

Issue installation orders/confirm install dates with customer

Order circuits/test and turn up circuits

•

General installation-mount system, phones (including cutoff switches)/verify all features
working properly

r::> SECURUS'
~....!-

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

•

Verify phones work, port assignments/call groups

•

Quality control checklist/test calls completed

•

Distribute installation documentation to logistics planning

•

[nstall workstation and firewalls

•

Perform customer training

•

Site cutover complete

•

Customer acceptance of installation

2.1.2

The offender telephone system must meet or exceed the requirements and provisions specified
herein.

Securus has read, agrees, and complies.

Securus as the prime contractor complies and will be responsible for meeting or exceeding the
requirements and provisions specified in this RFP.
The contractor shall provide, install, and maintain an offender telephone system for the state
agency locations identified in Attachment #1, on an as-needed, if needed basis, which must meet
or exceed the requirements and provisions specified herein.

2.1.3

•

Securus has read, agrees, and complies.

Securus will provide, install, and maintain and offender telephone system for the following state
agency locations on an as needed. if needed basis and will meet or exceed the requirements and
provisions specified herein:
•
•

Boonville Correctional Center & Boonville Treatment Center (BCC)

•

Crossroads Correctional Center (CRCC)

•

Southeast Correctional Center (SECC)

•

Chillicothe Correctional Center (CCC)

•

Western Missouri Correctional Center (WMCC)

•

Farmington Correctional Center (FCC)

•

Ozark Correctional Center (OCC)

•

Fulton Reception & Diagnostic Center and Cremer Therapeutic Center (FRO C)

•

Algoa Correctional Center (ACC)

•

South Central Correctional Center (SCC)

•

Kansas City Community Release Center (KCCRC)

•

Jefferson City Correctional Center aCCC)

•

Eastern Reception & Diagnostic Correctional Center (ERDCC)

Maryville Treatment Center (MTC)

Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc All rights reserved.

--_

~ SECll~VS.

•

•
•

Missouri Eastern Correctional Center (MECC)

•

Moberly Correctional Center (MCC)

•

Northeast C,?rrectional Center (NECC)

•

Western Reception, Diagnostic & Correctional Center (WRDCC)

•

Tipton Correctional Center (TCC)

•

Women's Reception and Diagnostic Center (WEROC)

•

Central Regional Investigations

•

Western Regional Investigations

•

Eastern Regional Investigations

•

Potosi Correctional Center and Mineral Area Treatment Center (PCe)

St. Louis Community Release Center

We propose our turnkey Secure Call Platform™ Offender Telephone System (SC? OTS) to the state
agency locations. We will install 100 percent of the system hardware and software for your facility,
and maintain the system for the contract period. Our implementation will result in minimal
disruption during the installation, which will include, but is not limited to, adding offender phones,
TOO phones, 20 workstations, a fully digital calling network, and full monitoring and recording of
all calls except privileged calls.

2.1.4

The offender telephone system must include all telephones, workstations, Telephone Devices for
the Deaf (TOO), recording equipment, monitoring equipment, software, server, PIN cards,
wiring, and data storage devices necessary to meet the requirements herein. Unless otherwise
specified herein, the contractor shall furnish all material, labor, facilities, equipment, and
software necessary to perform the services required herein.

Securus has read, agrees, and complies.

The proposed Securus SCP OTS will include all telephones, workstations, TOO devices, recording
equipment, monitoring equipment, software, server, PIN cards, wiring, contractor monitoring
services, and data storage devices necessary to meet or exceed all requirements herein.
As the prime contractor, Securus will directly provide or will provide through qualified
subcontractors all material, labor, facilities, equipment, and software necessary to perform the
services required herein.

2.1.5

•

The contractor must comply with all applicable law, and Federal Communications Commission
and State of Missouri Public Service Commission regulations regarding licensing and
certifications and submit documentation of such if requested. Upon contractor providing
evidence ofthe validity of new federal andlor state regulation directly affecting the provisions of
the contract, the state shall amend the contract to include such provisions. Regulatory mandates
of the contractor may be passed on to the state via contract amendment.

ctJ SEClJ.~US·
-----

Missouri DOC RFP No, B2Z11019 for an Offender Telephone System
el 2011 Securus Technologies, Illc. All rights reserved.

Securus has read. agrees. and complies.

Securus will comply with all applicable law, and Federal Communications Commission and State of
Missouri Public Service Commission regulations regarding licensing and certifications and submit
documentation of such if requested. Securus has a fun time regulatory and legal department that
ensures compliance with all local, state, and federal laws and regulatory rules and regulations,
including compliance with truth in billing laws.
Securus will provide evidence of the validity of any new federal and/or state regulation directly
affecting the provl:iions of the contract, and will request that the state amend the contract to
include such provisions.

2.1.6

The offender telephone system may utilize new, refurbished or used equipment, provided the
equipment meets or exceeds the requirements herein.

Securus has read. agrees, and complies.

In order to prevent a continuation of the state agency's recent experience with an inordinate
amount of telephone equipment repairs, Securus will install all new equipment that meets or
exceeds the requirements ofthe RFP.

•
I

RE
2.1.7

The table below identifies the current number of telephones and workstations which are located
at each of the state agency's institutions. The offender telephone system must include at least as
many units as is currently being provided. The state agency may add or delete telephones and
workstations at the locations indicated below or at additional locations without additional cost to
the state agency.

LOCATION
Eastern Reception &
Diagnostic Correctional
Center
Boonville Correctional
Center & Boonville
Treatment Center
Crossroads Correctional
Center
Southeast Correctional
Center
Chillicothe Correctional
Center
Western Missouri

OPERATING
CAPACITY PER
FACILITY

CURRENT #
OF REQUIRED
PHONES
167 PHONES

CURRENT#OF
REQUIRED
WORKST ATIONS
1 WORKSTATION

2684 OFFENDERS

59 PHONES

1 WORKSTATION

1316 OFFENDERS

93 PHONES

I WORKSTATION

1470 OFFENDERS

88 PHONES

1 WORKSTATION

1658 OFFENDERS

92 PHONES

I WORKSTATION

1196 OFFENDERS

105 PHONES

1 WORKSTATION

1958 OFFENDERS

•
I

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

£'::l SECVRlJS'

LOCATION
Correctional Center

•

Farmington Correctional
Center
Ozark Correctional
Center
Fulton Reception &
Diagnostic Center
Cremer Therapeutic
Center
Algoa Correctional
Center
Jefferson City
Correctional Center
South Central
Correctional Center
Maryville Treatment
Center
Potosi Correctional
Center and Mineral Area
Treatment Center
Missouri Eastern
Correctional Center
Moberly Correctional
Center
Northeast Correctional
Center
Western Reception,
Diagnostic &
Correctional Center
Tipton Correctional
Center
Women's Reception and
Diagnostic Center
Central Regional
Investigations
Western Regional
Investig;ations
Eastern Regional
Investigations
Central Office
St. Louis Community

[;:) SECURUS'
.:...:... ....- .

OPERATING
CAPACITY PER
FACILITY

CURRENT #
OF REQUIRED
PHONES

CURRENT # OF
REQUIRED
WORKST ATIONS

135 PHONES

1 WORKSTATION

2635 OFFENDERS

26 PHONES

1 WORKSTATION

650 OFFENDERS

141 PHONES

oWORKSTATION

1302 OFFENDERS

6 PHONES

oWORKSTATION

180 OFFENDERS

61 PHONES

1 WORKSTATION

1537 OFFENDERS

94 PHONES

1 WORKSTATION

1971 OFFENDERS

79 PHONES

1 WORKSTATION

1658 OFFENDERS

23 PHONES

1 WORKSTATION

561 OFFENDERS

49 PHONES

o WORKSTATION

903 OFFENDERS

53 PHONES

1 WORKSTATION

1100 OFFENDERS

64 PHONES

1 WORKSTATION

1800 OFFENDERS

127 PHONES

1 WORKSTATION

2106 OFFENDERS

111 }>HONES

1 WORKSTATION

1560 OFFENDERS

58 PHONES

1 WORKSTATION

1192 OFFENDERS

70 PHONES

oWORKSTATION

1986 OFFENDERS

oWORKSTATION
oWORKSTATION

oWORKSTA nON
3 WORKSTATIONS

17 COIN

oWORKSTATION

538 OFFENDERS

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Sfl'curus Technologies. Inc. All rights reserved.

OPERATING
CAPACITY PER
FACILITY

LOCATION
Release Center

CURRENT #
OF REQUIRED
PHONES
PAYPHONES

CURRENT#OF
REQUIRED
WORKSTATIONS

Kansas City Community
Release Center
TOTAL

12 COIN
PAYPHONES
1,70 I PHONES

oWORKSTATION

410 OFFENDERS

20
WORKSTATIONS

32,371 OFFENDERS

Securus has r«~ad, agrees, and complies.

•

Securus will provide at least as many telephones and workstations as outlined above. We
understand and agree that the state agency may add or delete telephones and workstations at the
locations indicated above or at additional locations without additional cost to the state agency.

2.1.8

The state agency may, at no additional charge to the state, require the contractor to install new
offender telephone systems at facilities that are not currently utilizing an offender telephone
system (i.e. new correctional institutions, community release centers, and community
supervision centers).

Securus has re-ad, agrees, and complies.

•
\

Securus understands that the state may require the contractor to install new offender telephone
systems at facilities that are not currently utilizing an offender telephone system (such as new
correctional institutions, community release centers, and community supervision centers).

2.1.9

The contractor shall provide TTD units on an as needed, if needed basis, at no additional cost to
the state, to each of the locations identified in Attachment #1, excluding the investigation units.
The state agency may add or remove TTDs at the locations indicated herein or at additional
locations without additional cost to the state agency.

.. Securus has read, agrees, and complies.
Securus will provide at least as many TTD units as needed, at each of the locations identified in
Attachment #1. excluding the investigation units, at no additional cost to the state. We understand
and agree that the state agency may add or delete TTO units at the locations indicated above or at
additional locations without additional cost to the state agency.

2.1.10

The offender telephone system must record and store each offender call and the call detail as
they occur in real-time to a central primary recording and storage location and a secondary
recording and storage location.

•
I

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

SECl)RJJS·
____ _

Securus has read, agrees, and complies.

Securus will be responsible for recording and storing each offender call and the call detail as they
occur in real-time to a central primary recording and storage location and then Securus backs up
recordings to a secondary storage location. This will result in recordings and call detail being stored
in multiple locations to ensure that recordings are never lost
As mentioned in our statement of work, Huber & Associates will provide two racks of storage space
in its secure data center for Securus to use at Securus' discretion.

a. The secondary recording and storage location shall be in a separate physical location in a
separate building from the primary storage location, as chosen by the contractor.

Securus has read, agrees, and complies.

The secondary storage location is in a separate physical location in a separate building from the
primary storage location. This storage location will provide for redundancy and disaster recov.ery
in the unlikely event that the primary recording and storage location loses call recordings.

•

Safe, Secure Storage Area Network
Securus will store the state agency's call recordings for access for the life of the contract for access
by authorized users. Call recordings are stored in Securus' centralized Disaster-Resistant CarrierClass Data Centers, which are managed under the direct supervision of Securus with maintenance
performed by trained data center personnel. Additionally, all equipment used to store recordings is
monitored by Securus' fully staffed Network Operations Center (NOG) 24x7x365.
The SCP system writes all recorded calls to two storage area networks (SANs) initially, using two
separate connections to the different SANs, proViding for primary data center redundancy.
Additionally, all recorded calls are written to a second media device and stored off-site at a separate
physical location.
A SAN is a high-speed special-purpose network or sub-network that interconnects different kinds
of mass storage and shared storage devices (such as mass disk arrays, and optical jukeboxes) with
associated data servers. The SAN architecture makes all storage devices available to all servers on
local area networks (LAN) or wide area networks (WAN). The SAN solution not only delivers
complete scalability for the state agency's storage requirements, but also supports disk mirroring,
backup and restore, archival and retrieval of archived data, data migration from one storage device
to another and sharing data among different servers in a network.

•
~ SECV~LJS'
---

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

b. For the purposes of the contract, real-time shall be defined as including a maximum sixty (60)
second lag time from the actual phone conversation to the primary and secondary recording
and storage solutions to account for system traffic and necessary transmission time.

Securus has read, agrees, and complies.

Securus agrees that for the purposes of this contract real time shall be defined as including a
maximum sixty (60) second lag time from the actual phone conversation to the primary and
secondary recording and storage solutions to account for system traffic and necessary transmission
time.

2.1.11

The contractor must provide any system modifications or additions necessary to enable the
system to operate according to all technical and performance specifications presented herein at
no additional cost to the State of Missouri.

'" Securus has read, agrees, and complies.
Securus will provide all OTS modifications or additions necessary to enable the OTS to operate
according to all the technical and performance specifications presented in the RFP at no additional
cost to the state agency.
The Securus SCP provides regularly scheduled technology upgrades ensuring the state agency will
have the very latest technologies both today and well into the future. No other vendor can provide
the depth and breadth of our SCP platform.

2.1.12

•

Single Point of Contact: The contractor must function as the single point of contact for the state,
regardless of any subcontract arrangements for all products and services. This shall include
assuming responsibility and liabilities for all problems and liabilities for all problems relating to
all hardware, software, and services provided.

Securus has read, agrees, and complies.

Securus will function as the single point of contact (SPOC) for the state, regardless of any
subcontract arrangements for all products and services. Securus will assume responsibility and
liability for all problems and liabilities for aU problems relating to all hardware, software. and
services provided.
We are proposing a "customer facing organization" that is designed to maintain open
communication with the State of Missouri and the state agency at all times, present proactive
recommendations, review statistical performance reports, take full accountability for all
subcontractors. and meet face to face with the state agency on a quarterly basis at a minimum.

•
46

Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.

t;) SECUflUS·
__ _

ADDED PER AMENDMENT #004
2.1.13

The contractor must install coin operated payphones in the St. Louis Community Release Center
and Kansas City Community Release Center at the per minute rate specified in section A.5 of

Exhibit A. It is highly desirable for the coin operated payphones to also accept credit cards and
bank debit cards as methods ofpayment.

Securns has read. agrees, and complies.

Securus will install a total of 29 coin operated payphones in the St. Louis Community Release Center
and Kansas City Community Release Center, which will use the per minute rate specified in section
AS of Exhibit A.

2.2

Offender Call Requirements:

2.2.1

•

The offender telephone system must be capable of handling collect, debit and pre-paid calls.
These call types shall hereinafter be referred to as a "call".

Securus has read, agrees, and complies.

The Securus SCP OTS is capable of handling and processes only outgoing collect calls, debit and
prepaid calls. Securus will provide the three types of calls required.

a. Collect Call: A collect call shall consist of the offender placing a call through the offender
telephone system that is billed to the party accepting the call.

Securus has read, agrees, and complies.

The Securus OTS is capable of processing collect calls that consists ofthe offender placing a call
through the Securus SCP OTS and the call will be billed to the party accepting a call.

How it Works
When the called party answers the phone, Scp's advanced answer detection triggers the call
acceptance voice prompt. The called party hears, "Hello, you are receiving a collect call from
[OFFENDER NAME], an offender at a Missouri Correctional Institution. This call is subject to
monitoring and recording." They then hear the following menu options:

•
•

"To refuse this call press 2."

•

"To hear the rates and charges for this cal/, press 7."

•

"To accept this call, press 1."

"To block future calls toyour number, press 6."

t::> SECURUS·
~;..:~

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

The following table describes how the SCP OTS automated attendant assists called parties and
offenders.
I

Called Party Assistance
-

Offender Assistance
-

• Request a rate quote
• Hear the name of the facility and offender
calling

• Listen to prerecorded announcements only
• Select a specific language at the beginning of
the call (if configured for this option)
• Accept or reject the call
• Acknowledge that the call is going to be
• Choose to hear the prompts on the system in
monitored and recorded
English, or the language selected by the
• Hear available call time (prompt will tell the
offender call time limits based on calling
offender (if conllgured for this option)
• Block their number prior to accepting a call
schedules or calling restrictions)
using SCP's patented Perma Block technology'" I • Identify themselves by PIN or Voice Biometrics
(if configured)
• Add, remove, and/or listen to the phone
numbers on their PAN list (if configured)
The SCP OTS automated attendant also provides a patented "Perma Block" process, which allows a
called party to block their number prior to accepting a call. This feature may be used to block calls
from any offender in a MODOC facility. The ability to immediately block calls helps reduce the
number of called party complaints and reduces facility labor requirements. The called party can
also choose to simply end the call by hanging up.

•

b. Debit Call: A debit call shall consist of the offender purchasing phone time through the
offender banking system before placing a call through the offender telephone system.

Securus bas read, agrees. and complies.

The Securus OTS is capable of the providing the offenders with the ability to purchase phone time
through the offender banking system before placing a call. SeCUfllS has identified the technical
interfaces required to provide this ability and has an agreement in place between Securus and
Huber & Associates to facilitate this requirement.
Securus has identified the method of communication between the offender banking system and the
Securus SCP, the fre'quency required for that communication and all required technical capabilities
that must be in place between the offender banking system and the Securus SCP to provide
offenders with the ability to purchase phone time through the offender banking system.
Securus has created an integrated solution between the offender banking system'and the offender
telephone system. By contracting with Huber & ASSOciates, Securus will make available access to
software that assists in the operation of the Missouri Department of Corrections Canteen Point of
Sale (POS) operation where an offender can buy phone time, Securus will also be able to provide
access to software that runs on the state agency's kiosk systems that allows an offender to buy
phone time, This system debits the offender's account for the cost of the phone time and credits the

Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securu5 TechnoloBies, Inc. All rights reserved.

SECI)RUS'
........._

•

offender debit account in SCPo Huber & Associates will provide Securus with a file containing a
record for each phone time purchase by an offender on a timely basis.
Securus is aware of how critical offender debit calling is to the state agency and offenders and
understands that this type of calling must be immediately available to the offenders at initial
cutover of the OTS. For this reason, Securus has held in-depth meetings with Huber & Associates to
ensure that we have the correct technical interfaces in place and that the information flow will
enable debit caJling on the SCPo All interfaces will be verified prior to final implementation to be
certain debit calling is fully functional and that the offenders will have access to debit calling
purchases on the in-pod kiosks at the time of implementation.
By partnering with Huber & Associates, Securus will provide the capability for the offender to
purchase phone time through the inmate banking system for placing a call through the offender
telephone system. The offender can purchase phone time through the offender kiosk system and
through the point of sale canteen system. The offender's account in the inmate banking system wiJI
be debited for phone time purchases.

•

c. Pre-paid Call: A pre-paid call shall consist of the called party (offender'S family/friends)
establishing a pre-paid account with the contractor to receive telephone calls from an
offender.

Securus has read, agrees, and complies.

The Securus OTS will provide the called party with the ability to establish a prepaid account with
Securus to receive prepaid collect telephone calls from an offender. Securus offers
AdvanceConnect™ as the prepaid collect call account option for friends and family members.
The offender's family/friends are able to establish prepaid collect call accounts with Securus
through our internal diviSion, Securus Correctional Billing Services (SCBS) to receive telephone
calls from an offender. SCBS will provide support for called party account setup. billing, and
customer service requests.
SCBS provides dedicated customer service to the called parties 24x7x365. For the convenience of
the customer, SCBS also provides personal account setup and access through our Website or by
emai1ing them directly. The foUowing figure presents the convenient SCBS Website .

•

E::l SECU,,8lJS--_.

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securu5 Technologies. Inc. All

rights reserved.

Securus Correctional Billing Services Login Screen

Welcome!

to Securus Technologies
Click here to learn more about us

•

Missouri Department of Correcti~ns
Friends and Family Support
Products & Services

FAQs
wh!f ar! my (11Is

bloc:lc.~d'

H.... un I bIo.1< my""••• from

Faality websites

Adv,nr;eConnect- Accuunt

00 yOu 'IIV;e:nt to t'ttefve calls lrem .••
Tex•• Department of Criminal

0i1"1!(;t Sill AtcCl;lnt

J"otice? Cl;ck here

rltc:eiving Inmr..1!!: calls?
~ow de I Clpef'I 5 nellf phcne aUiClt.II"==

se l am rete-we c:.lIs?

$ceU'rt Z."stll"'lt Ml!lll

Securus offers AdvanceConnect™ as a prepaid collect call account option.
AdvanceConnect™
Our prepaid AdvanceConnect™ account puts the end user in control oftheir spending and ensures
they can receive calls from correctional facilities.

•
50

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

SECl,JI;IUS'
_____•

This account offers the end·user the following benefits:
•

Their phone line is open so long as funds are kept in the account

•

They can add multiple phone numbers to their account to ensure they receive all their
calls (such as work, cell, other relatives, neighbors, and friends)

•

Calls will connect to cell phones, subject to facility restrictions.

•

Low minimum funding amount

•

End-users have 24x7x365 access to their account by calling SCBS or going to our
Website

The end-user may receive an automated call from SCBS, letting them know when they need to place
additional money into their account to ensure they can receive calls from the offender.

2.2.2

•

The features and requirements outlined herein shall be applicable to all calls placed through the
offender telephone system, including local calls, calls within the Local Access Transport Area
{intraLATA}, calls outside the Local Access Transport Area {interLATA}, interstate calls, and
international calls. The state agency will determine whether or not international calling will be
allowed .

Securus has read and understands.

The SCP OTS provides the features and supports the requirements outlined in this RFP and are
applicable to all calls placed through the OTS, including local, intraLATA, interLATA, interstate calls,
and international calls (as determined by the state agency). Securus will follow the decision by the
state agency as to whether or not international calling will be allowed.

2.2.3

The offender telephone system shall allow one-way, out-going service only. preventing any
offender telephone from receiving incoming calls.

Securus has read, agrees, and complies.

To assure the Securus system provides maximum security, the trunks in the SCP data center are
provisioned to allow one-way, out-going service only, ensuring that incoming calls will never reach
the offender.

2.2.4

The offender telephone system must have the ability to process collect calls utilizing an
automated attendant.

.. Securus has read, agrees. and complies.

•

The SCP OTS processes all calls using a full-featured automated attendant function. Offenders will
never have access to a live attendant.

t::l SECURUS'

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System

~-:.....

The SCP OTS includes an interactive voice response (IVR) system that uses automated operator
service (AOS). This automated operator assistance uses clear and concise, professionally recorded
voice prompts to establish call acceptance and assist offenders and called parties throughout the
calling process

The offender telephone system must prohibit acceSS to the following:

2.2.5

a. Direct-dialed calls of any type;
b. Access to "0";
c. Access to "411" information service;
d. Access to "611" customer service;
e. Access to toll .free (i.e. 800,855, 866,877,888) type calls,
f. Access to 900 and 911 type services; and
g. Access to multiple long distance carriers via 950, toll free (i.e. 800, 855, 866, 877, 888) and
10 10-XXX numbers.

Securus has read, agrees, and complies.

During installation, a global call blocking table is established, which immediately prevents offenders
from making calls to specific numbers. Typically, the database includes numbers to judges,
correctional employees, law enforcement officials, jury members, attorneys and witnesses. Because
a global call blocking table may contain thousands of entries, Securus' SCP offers unlimited blocking
potential.

•.

All dial-around area codes and exchanges, such as 800,900, and 976, are blocked by default. In
addition, access to live operator services, such as 0,411, and 911, are blocked by default. Securus
will configure the global call blocking table to prohibit access to the following:
•

Direct-dialed calls of any type

•

Access to "0"

•

Access to "411" information service

•

Access to "611" customer service

•

Access to toll free (such as 800, 855, 866,877, and 888) type calls

•

Access to 900 and 911 type services

•

Access to multiple long distance carriers via 950, toll free (such as 800,855,866, 877,
and 888) and 10 lO-XXX numbers

To provide maximum convenience to facility personnel, authorized facility personnel can
administer blocked numbers using our single-point access S-Gate user interface, or by calling
Securus' Technical Support directly. All blocked numbers have an associated "Note" field stored in
the blocked number database to record specific information for future reference.

Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc, All rights reserved.

§l SECl)_,
R_US'

•

2.2.6

The offender telephone system must allow the state agency the ability to block an offender from
calling individual telephone numbers or grouping of telephone numbers (i.e. state agency
telephone numbers).

Securus has read, agrees, and complies.

During installation and throughout the life ofthe contract, Securus will allow the state agency to
block an offender from caJling individual telephone numbers or grouping of telephone numbers
(such as state agency or state telephone numbers). During installation Securus will work with the
state agency to import the existing block table into the Securus provided OTS.

2.2.7

•

The offender telephone system must provide a pre-recorded announcement identifying that the
call is coming from a specific offender at a Missouri Correctional Institution before call
acceptance. This recording must be heard by the answering party. The pre-recorded
announcement shall include a statement that indicates that the call may be recorded.

Securus has read, agrees, and complies.

The SCP ors will provide a pre-recorded announcement identifying that the call is from a specific
offender at a specific Missouri Correctional Institution before call acceptance. The pre-recorded
announcement will be heard by the answering party, and it will include a statement that clearly
indicates that the call may be recorded.

How it Works
The SCP OTS announcements feature is configurable and provides options to play various messages
to offenders and called parties during specific segments of a cal1, including during cal1 set up that
the call is subject to monitoring and recording. This convenient feature can include. but is not
limited to, adding announcements during call setup, call acceptance, when an event occurs, or when
interaction from the offender or called party is required.
The SCP OTS requires positive "called party" acceptance, for two-way conversation to take place.
When the called party answers the telephone. Scp's advanced answer detection capability triggers
the start of the call acceptance voice prompt. The called party is instructed to dial a single digit on
his or her own telephone from the voice response menu. TypicalJy, the SCP is configured to proVide
multiple choices to the called party, including the following:
•

Allowing the called party to request a rate quote

•

Hearing the name of the facility and offender calling

•

Rejecting the call

•

Accepting the call

Additional menu options are available. as calls are being processed to friends and family members,
such as the following:

•

Providing called party instructions on adding money to an offender commissary fund

.[;:) SEC'-:J,~~S---

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Tech nologies.lnc. All rights reserved.

•

Reviewing specific facility rules and regulations

•

Custom messages can be played to friends and family members that address specific
needs the state agency may require to help reduce facility personnel workloads

Offender Calling Process
First time call for an offender comprises the following steps:

•

First time calters (offenders) with a valid PIN will be asked to state name

•

The offender name will be stored in the SCP along with corresponding PIN

•

Future calls will use the pre-recorded name after PIN is validated

The following table provides the friends and family process when receiving a call, and the
associated announcements the called party will hear.

Friends and Family Receiving Call Process
I

Collect Call

•

Debit Call

"Hello. This is a collect call from (Pre-recorded
Offender Name). An offender at a Missouri
Correctional Institution*. This call is subject to
monitoring and recording."

"Hello. This is a debit call from [Pre-recorded
Offender Name). An offender at a Missouri
Correctionallnstitution*.This call is subject
to monitoring and recording."

"To accept this collt!ct call press 1. You may start
your conversation now."

"To accept this debit call press 1. You may start
your conversation now."

"To refuse this collect call, press 2."

"To refuse this debit call, press 2."

"To prevent calls from this facility, press 6."

•

"To prevent coils from thisfacility, press 6."

"For a rate quote press 7."
*Announcement can be customized to a specific correctional facility where the offender is located

During the call. random announcements (Voice Overlay) are played to both parties as deSignated by
the state agency. Securus' SCP allows voice overlay messages to be played throughout the call as an
additional fraud protection feature. The established message may be programmed to play at oneminute increments, or a random setting. An example of a voice overlay message is "This call is from
a correctional facility."
With time limits on the length of calls, a pre-recorded announcement with be played with one
minute remaining in the can to warn both the offender and the called party of the upcoming end of
the call.

2.2.8

The offender telephone system must receive call acceptance by the called party through caller
confinnation (positive acceptance) before the called party may speak to the offender.

Missouri DOC RFP No. 82211019 for an Offender Telephone System

SECUr::IUS'
_ _ _-

•

Securus has read, agrees, and complies.

The SCP OTS will only receive call acceptance from the called party through positive acceptance
before the called party may speak to the offender.
The SCP OTS requires positive "called party" acceptance, for two-way conversation to take place.
When the called party answers the telephone, SCP's advanced answer detection capability triggers
the start of the call acceptance voice prompt. The called party is instructed to dial a single digit on
his or her own telephone from the voice response menu. Typically, the SCP is configured to provide
mUltiple choices to the called party, including the following:
•
•

Rejecting the call

•

Hearing the name of the facility and offender calling

•

2.2.9

Allowing the called party to request a rate quote

Accepting the call

The offender telephone system must provide the called party the ability to block current and
future calls from Missouri correctional institutions.

Securus has read, agrees, and complies.

The SCP OTS provides the called party the ability to block current and future calls from Missouri
Correctional Institutions.
Our patented Perma Block process also allows the called party to block his or her number in real
time, prior to accepting the call to prevent future harassing calls by any offender in the facility. The
Perma Block feature reduces facility labor demands and reduces called party complaints by
automatically handling call-blocking requests at the point of contact, at the time of contact.
The following table provides the friends and family process when receiving a call, and the
associated announcements the called party will hear. The steps for refusing and blocking future
calls are highlighte.d .

•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.

Friends and Family Receiving Call Process
I

Collect Call

Debit Call

"Hello. This isa collectcallfrom (Offender Name).
An offender at a MRssouri Correctional
Institution. This call is subject to monitoring and
recording."

"Hello. This is a debit call from [Offender
Name). An offender at the Missouri
Correctional Institution. This call is subject
to monitoring and recording."

"To accept this collect call press 1. You may start
your conversation now."

"To accept this debit call press 1. You may start
your conversation now."

"iTlpr_eveni'Falli'ir2!,l~Li:liitmtyfprf!s{~ "

"Fora rate quote press 7."

If later a friend or family member, who maintains an account with Securus, decides he or she would
like to unblock their number, they would simply call Securus customer service with account
information to valiclate identity (24x7x365).

2.2.10

•

In all circumstances, the offender telephone system shall limit the offender to a single call
request. The offender telephone system must always require the offender to disconnect a call
before initiating another call.

Securus has read, agrees, and complies.

The SCP OTS limits the offender to a single call request and requires the offender to disconnect a
call before initiating another call.
The SCP does not allow an offender to obtain a second dial tone without termination of the first call.
Follow-on or "chain" dialing is prevented by the proposed SCP system.

2.2.11

If a call is not accepted by the called party, or if no one answers the call, the offender telephone
system must inform the offender of the situation and not simply disconnect the call.

Securus has read, agrees, and complies.

The SCP OTS will inform the offender of the situation if a call is not acc~pted by the called party, or
if no one answers the call-we will not simply disconnect the call.

•
56

Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securlls Technologies, Inc. All rights reserved.

SECI)8US__ _

A pre-recorded announcement will be played for the offender to expJain the reason why the call
was not connected to the called party. The following recorded prompts comprise a list of available
announcements that will be used for informing the offender of the situation:

•
•

•

"The number you dialed was not answered. Goodbye."

•

"Your call was not accepted. Goodbye."

•

"No third party calls are allowed. This call is being terminated."

•
•
•

"Your PIN is inactive. Please hang-up and try your call again at a later time."

•
•

"The number you dialed is not on your approved calling list. Goodbye."
"This call is being terminated by the facility. Goodbye:'

•

"The prepaid account balance is lower than needed to place this call."

•

"You do not have suffiCient funds to continue this call. Please hang-up and try your call
again at a later time."

•

"That is not a valid mailbox ID. Thank you for using {product name}."
[example: the Crime Tip System]

•

"The number you dialed is blocked from receiving collect calls at this time. Goodbye.

•
•
•
•

•

"The person you called hung up. Goodbye."

"That PIN number is in use. Please hang-up and try your call again at a later time."

"The number you called is busy. Please try again later. Goodbye,"

"No calls are allowed at this time, Goodbye."
"Your call was answered but positive acceptance was not received from the called party
possibly indicating an answering machine. Goodbye."

"The number you dialed is blocked from receiving calls at this time."
''Your account has been suspended. Goodbye."
"That number is restricted. Goodbye."

•

"You have entered an invalid telephone number."

•

"Your call cannot be completed this time. Please try it again later."

•

"Your PIN is not authorized for use at this facility."

•

"That is not a valid PIN number. Your account information cannot be verified at this
time. Please hang-up and try your call again at a later time."

•

"You have reached your maximum number of caUs allowed."

2.2.12

The offender telephone system must mute the offender's call until the call has been accepted by
the called party.

Securus has read, agrees. and complies.

The SCP system ensures the line of two-way communication is fully muted until the system detects
positive acceptance by the called party pressing the "1" key to accept the call. Until positive
acceptance is detected a talk path is never created until the called party accepts the call. This
applies to collect, debit, and prepaid calls.

,REVISED PER AMENDMENT #OO1.AND #003.
2.2.13

The contractor must subscribe to the Local Exchange Carrier Line Infonnation Data Base
screening database. When processing a collect cali, the contractor must first query the Billed
Number Screening (BNS) database to determine whether the called telephone number is in the
database or not. If the telephone number has a negative response on the BNS database. the
contractor must not process the call. If the telephone number has a positive response on the DNS
database. the contractor must process the call.

Securus has read, agrees, and complies.

Securus employs the most sophisticated, intelligent validation network in the industry and
subscribes to the Li.ne Information Database (LIDB).
The Securus validation process first checks internal ors block databases before processing a call to
determine if the number is restricted for a variety of reasons; for example, telephone numbers of
crime victims, state- agency employees, corrections officers, 800 and 900 numbers etc. Other
internal ors block databases include. but are not limited to PIN validation, high toll blocks. or
attorney numbers (do not record numbers).

••

After the internal OTS databases are screened and prior to processing a collect call to an allowed
number. Securus queries the Line Information Database (LIDB) and validates the BNS code. If the
telephone number is not BNS restricted in LIDB, Securus will process the call. Collect caUs are not
allowed to BNS restricted phone numbers.

2.3

Debit Call Requirements:

2.3.1

The offender telephone system must he capable of performing a daily upload of the offender
debit purchases made through the state agency's canteen system and the offender kiosk
application via data files that are processed on a daily basis and the appropriate funds
immediately deposited to the individual offender's debit account and immediately available for
calling use.

Securus has read. agrees, and complies.

The SCP OTS has the capability to upload a daily file of the offender debit purchases and deposits
made through the state agency's canteen system, and the offender kiosk application via data files

1'2.....
IY!!-'

SECURUS'
..;.;.;:;;.,;_

•

that are processed on a daily basis. The appropriate funds will be deposited immediately to the
individual offender's debit account and immediately available for calling use.
Securus has met with Huber & Associates to define the technical interface requirements and to
identify timing, configurations, protocols and other parameters applicable with the file transfer for
this requirement. Huber & Associates provided the file specifications document that defines the
detailed file structures used in transfers. As a result, we will be capable of providing required files
on a timely basis. Securus is aware of the critical nature of the timing involved in this data flow, and
the importance for funds to be available immediately for calling use.
By partnering with Huber & Associates, our offender telephone system will be capable of handling a
daily upload of the offender debit purchases made through the state agency's canteen system and
the offender kiosk application. This will be handled via data files that are processed on a daily basis.
The appropriate funds will be immediately deposited to the individual offender's debit account and
immediately available for use.
The following figure depicts the Securus and Huber & Associates integrations that wiJI enable the
required file transfers.

Securus and Huber" Associates Integration

•

Proprietary and Confidential

s..... A;ency

Stat. A!;it1l<)'

-.
£:) SECURUS'
-

~--

2.3.2

The contractor must not cbarge any per call set-up cbarges for debit calls.

Securus has read. agrees. and complies.

Securus will not charge any per call set-up charges for debit calls.

2.3.3

The contractor must send an email confinnation to a distribution list of designated state agency
contacts when tbe daily offender debit canteen purchase/deposits file has been processed and the
appropriate funds have successfully been applied to tbe offenders' debit accounts.

Securus has read, agrees. and complies.

The SCP OTS will automatically send an e-mail confirmation to a distribution list of deSignated state
agency contacts when the daily offender debit canteen purchase/deposits files have been processed
and the appropriate funds have been successfully applied to the offenders debit account The e-mail
will include an attached file confirming their purchases and their postings. Email notification will
also be sent of any unsuccessful transmission attempts in the event of an unsuccessful transfer of
data.

2.3.4

..
I

RE
The offender telephone system must allow a manual input offunds from a state agency's
workstation or institutional canteen to an offender's account in the event that a refund or other
credit adjustment is necessary and warranted.

Securus has read, agrees, and complies.

The SCP OTS will provide the ability for authorized personnel with approved credentials to The SCP
OTS will provide the ability for authorized personnel with approved credentials to manually input
funds to an offender's account through the state agency's workstations or institutional canteen and
affect transactions, such as a credit adjustment or refund.
When a refund or credit adjustment is necessary and warranted, Securus will provide the necessary
information to Huber & Associates. Huber & Associates currently works with the state agency and
the current OTS vendor to determine the nature of the problem, verify what transactions were
actually processed, and notify all parties of the problem and offer a recommendation. Securus
intends to utilize the same process. Once the state agency determines what adjustment needs to
occur. Huber & Associates will communicate the solution back to Securus and assist the state
agency in making any adjustments needed to the offender's account. Huber & Associates will notify
Securus of all refunds or adjustments of phone time that are made to an offender's account in order
for Securus to accurately reflect the required changes in the offender account within the OTS.
In the event that a refund or other credit adjustment is necessary and warranted. our offender
telephone system will allow a manual input of funds frdm a state agency's work station or
institutional canteen to an offender account. Furthermore, Securus and our partner Huber &

•
I

~ SECU~.~.S·

---

Associates will work with MO DOC personnel to deter!11ine the nature of any required refund or
credit, advise MO DOC personnel on the best solution, and ensure that all accounts are adjusted
correctly.

REVISED PER AMENDMENT #001
2.3.5

The offender telephone system must generate a current account reconciliation report in an
electronic format for each offender in a mutually agreeable format on a daily basis to inform the
offender of the number 0/debit minutes available to use. The offender telephone system must
allow an offender to view the report on an offender kiosk and state agency staffto print and/or
view the report. At a minimum the account reconciliation report must include the following:

'ADDED PER AMENDMENT #001
a.

h.
c.

•

f
g.

Date ofcall;
Type o/transaction (i.e. -debit call or purchase);
Number 0/ debit minutes purchased;
Phone number called;
Time call was placed;
Duration ofcall:
Total cost 0/ call; and
Balance o/minutes.

Securus has read, agrees, and complies.

The Securus SCP ors, in concert with Huber & Associates, will generate a current account
reconciliation report in an electronic format for each offender in a mutually agreeable format on a
daily basis to inform the offender of the number of debit minutes available to use. The Securus OTS
will provide Huber & Associates wjth the necessary data to allow an offender to view the report on
an offender kiosk and state agency staff to print and/or view the report. At a minimum the account
reconciliation report will include the following:
•
•

Number of debit minutes purchased

•

Phone number called

•

Time call was placed

•

Duration of caJ!

•

Total cost of call

•

Type oftransaction (such as debit call or purchase)

•

DateofcaH

Balance of minutes

SECl,Jl3lJS'
-,,-"--

2.3.6

The offender telephone system must automatically transfer an offender's debit account and
associated available funds, when the offender is transferred from one facility to another.

Securus has read, agrees, and complies.

The SCP OTS centralized solution stores all offender data in a central database for all facilities.
Transferring offender debit accounts from one facility to another will be accomplished with a daily
file provided by Huber & Associates.
Securus has met with Huber & Associates and have agreed that a daily file containing a record of
each offender's location and ID number will be provided by Huber & Associates allowing Securus to
automatically transfer an offender's debit account and associated records, including available funds,
when the offender changes facilities
When the offender is transferred from one facility to another, our offender telephone system will
automatically transfer an offender's debit account and associated funds.
Our partner, Huber & Associates, will provide Securus a daily file containing a record of each
offender's location and PIN number, allowing Securus to automatically transfer an offender's debit
account and associated funds when an offender changes facilities. When transferred, the offender's
PIN number will only be valid from the facility in which the offender is located.

The contra(:tor must provide an electronic file approved by the state agency in a mutually
agreeable format on a daily basis that contains the following information per offender, per call:

2.3.7

•

'ADDED SUBPARAGRAPH 'PER AMENDMENT #001

a. Date of call;
b. Type of call (i.e. - debit, collect, prepaid);
c. Phone number called;
d. Time call was placed;
e. Duration of call; and
f. Total cost of call.

g. Location o/phone the call originated.

Securus has read, agrees, and complies,

Securus win provide an electronic file approved by the state agency in a mutually agreeable format
on a daily basis that: contains the following information per offender, per call:
•
•
•

Phone number caned

•

Time cal) was placed

•

Date of c:all
Type of call (such as debit, collect, and prepaid)

Duration of call

•
t; 1 SECl:J~US'

---

•

Total cost of ca1l (priced from Exhibit Al)

•

Location of phone the call originated

Secums has met with Huber & Associates to identify the technical requirements that must be in
place to meet this specification. Huber & Associates will provide an electronic file daily to Secums
that contains offender cost and call data. This file will contain the information listed above on a per
offender and a per ca1l basis.
Secums will provide the electronic file described above. Furthermore, by partnering with Huber &
Associates, Securus will make this information available via the offender kiosk system as it is today.

The contractor must provide an electronic file approved by the state agency in a mutually
agreeable format on a daily basis that contains daily debit purchases by offender that shall
include:
.

2.3.8

a. Date of purchase;
b. Number of minutes purchased;

•

c. Total amount of purchase; and
d. Offender identification number.

Securus has read, agrees, and complies.

A file containing daily debit purchases by an offender will be provided to Securus by Huber &
Associates. This daily electronic file will be provided to the state agency in the state agency's
approved file format and will contain, at a minimum, the information listed above.
Secums has met with Huber & Associates to identify the technical requirements that must be in
pJace to meet this specification.
Securus will provide the electronic file described above. Furthermore, by partnering with Huber &
Associates, Secums will make this information available via the offender kiosk system as it is today .

• -

. . . . . ~--.~

DELETED PER AMENDMENT #001
.
.

2.3.9

Deleted

2.3.10

The offender telephone system should be capable of providing the offender their current account
balance via any offender telephone within the facility to which they are currently assigned and
located.

SUBPARAGRAPHS ADDED PER AMENDMENT #001

•

a. Total dollar amount remaining; and
h. Total minutes remaining.

SECUllLJS'
---'

Securus has read, agrees, and complies.

Securus is capable of providing the offender with their current balance from any telephone within
the facility the offender is currently located. When an offender selects to place a debit caU the
system will provide the offender with their balance. The system looks up and plays this current
balance. in real time. to the offender after they enter their PIN, but before they enter the dialed
phone number. After the offender hears their real time account balance, they can choose to
continue the call. After they enter the phone number they wish to call, the system will provide them
the charges for the call based on the current rates and the phone number they are calling.

2.4

Pre-Paid Call Requirements:

2.4.1

The offender telephone system must include an integrated application that allows a called party
the ability to establish a pre-paid account with the contractor to receive telephone calls from an
offender.

Securus has r(~ad, agrees, and complies.

The Securus OTS will provide the called party with the ability to establish a pre-paid account with
Securus to receive pre-paid collect telephone calls from an offender.
The offender's family/friends are able to establish prepaid collect call accounts with Securus
through our internal division, Securus Correctional Billing Services (SCBS) to receive telephone
calls from an offender. SCBS will provide support for called party account setup, billing, and
customer service requests.

•

SCBS provides dedicated customer service to the called parties 24x7x365. For the convenience of
the customer, SCBS also provides personal account setup and access through our Website or by
emailing them directly. The following figure presents the SCBS convenient Website.

•
64

t::l SECURUS'

---

Securus Correctional Billing Services Login Screen

~SECURUS~

Welcome!

to Securus Technologies
Click here to learn more about us

•

Missouri Department of Corrections
Friends and Family Support
FAQs

Products a Services

\Vhy are my calls blocked,)

Ad ... enc:eCOnr.e.tt.- Account

Dc yo". w.nt to rece1 .... e
Fl"(lm.. n
TII!);.' Dep.l'tment of Crimi.",.. ,

Mew cen 1 bloc\:. my ",",one frc.m
receiving. inmate Uns.?

Oired: Sill Account

Ju.Ucoo? Click here

Hew de 1 cpen .. new phone .Cc;QU1":f.
SC l ~n reC1!IIVe Qllls"

Fadlity Websites

"ens

5e~re lr::slant "leU

Securus offers AdvanceConnect™ as a prepaid collect call account option.
AdvanceConnect™
Our prepaid AdvanceConnect™ Account puts the end-user in control of their spending and ensures
they can receive calls from correctional facilities.

This account offers the end-user the following benefits:
•
•

Calls will connect to cell phones. subject to facility restrictions

•

Low minimum funding amount

•

They can add multiple phone numbers to their account to ensure they receive all their
calls (such as work. cell. other relatives. neighbors, and friends)

•

Their phone line is open so long as funds are kept in the account

End-users have 24x7x365 access to their account by calling SCBS or going to our
Website

SECURUS·
~",.-.

The end-user may receive an automated call from SCBS, letting them know when they need to place
additional money into their account to ensure they can receive calls from the offender.

The contractor must not charge any per call set-up charges for pre-paid calls.

2.4.2
"

Securus has read, agrees, and complies.

Securus will not ch.arge any per call set-up charges (per call surcharge) for pre-paid calls.

'REVisED PER AMENDMENT #001
2.4.3

The offender telephone system must allow a called party to receive and accept a one-time two
(1) minute call from an offender following the normal call validation and screening processes
(i.e. a new customer that has not established a per-paid account). Once the call has been
completed, the contractor must contact the called party to establish a pre-paid account.

Securus has mad. agrees, and complies.

The SCP ors will be configured to allow a called party to receive and accept a one-time, two-minute
call from an offender following the normal call validation and screening processes. After the one
time. two minute call, Securuswill contact the called party to establish a prepaid account. The
contact will be made with an explanation that the called party will not be able to receive another
call U11less a prepaid account has been set up. Instructions on how to set up a prepaid account will
be given to the called party.

•

As an option. Secums is pleased to offer a new optional service called the Instant PayTM Program.
This service is now being used by the majority ofSecurus customers specifically for friends and
family members that are eligible to establish pre-paid accounts. The Instant PayTM Program could be
implemented on a trial basis at any time during the contract period along with mutual agreement of
the per transaction set-up fees for these pre-paid accounts.
The Instant PayTM is available to friends and family members who wish to set up prepaid accounts.

Instant PayTM Program
When an offender attempts to make a call to a called party that does not have a prepaid or post-paid
payment product already established with Securus, the call could route through our Instant PayTM
Program. Called parties will be given an option to receive and pay for a single call immediately
using one of our Instant Pay1M Program options rather than be blocked.
The Instant PayTM Program optimizes the routing of all calls from offenders in a matter of
milliseconds, and provides the called party with promotional messaging and one of the following
Instant PayTM options:
.
•

Pay Now'" - Provides the called party with a 20-second promotional call every 15 to
30 days at no charge and then offers the option to Pay Now™ using a credit or debit

SECl,JRUS·
~..! __

•

card, The called party also has the option to be transferred to our SCBS to open a
prepaid AdvanceConnect.... account.
•

Text2Connect™ - Connects a promotional call made to a mobile phone through the
acceptance of a premium SMS text message, Charges for the text message are biJJed by
the called party's mobile provider on their mobile phone bill. The called party receives
a text message receipt for the SMS text message and is given the option to learn how to
open a prepaid AdvanceConnect"" account. Text2Connect.... is available through our
third-party processor who maintains relationships with select mobile phone
companies around the country (such as AT&T, Verizon and Sprint) and manages the
connection.

The optional Instant Pay.... Program with Pay Now.... and Text2Connect'"' differentiates Securus from
our competitors by providing solutions that helps connect the critical first call, which creates more
prepaid accounts, and keeps friends and family members notified when AdvanceConnect account
balances have been depleted.

'REVisED PER -AMENDMENT #001 AND #003

•

2.4,4

The offender telephone system must, upon request by the state agency or the pre-paid account
holder, generate and provide a monthly account statement in either a hardcopy or electronic
format to each called party regarding their pre-paid account that includes the following
information
a. Beginning period's account balance;
b. Each accepted call (including: date, time, duration and its applicable charge);
c. Each purchase and or credit transaction (date and amount);
d. Applicable local, city, state and federal taxes assessed;
e. Ending account balance; and
f. Toll-free number to contact the contactor's customer service center with questions or
inquiries.

Securus has read, agrees, and complies.

Sec;urus will provide, upon request by the state agency or prepaid account holder, a monthly
account statement in either a hardcopy or electronic format for prepaid accounts that includes the
following information:
•
•

Each purchase and or credit transaction (date and amount)

•

Applicable local, city, state and federal taxes assessed

•

Each accepted call (including date, time, duration and its applicable charge)

•

Beginning period's account balance

Ending account baJance

SECUHlIS'
~...- .

•

Toll-free number to contact the contactor's customer service center with questions or
inquiries

n~~rrPJ~~E~~L~W

2.4.5

The offender telephone system must infonn the called party of their current pre-paid account
balance prior to acceptance of each call. The pre-paid account balance should be rounded to the
next minute

Stcurus has read, agrees, and complies.

The proposed Securus OTS provides current prepaid account balances to customers prior to
acceptance of calls. The prepaid account balance will be rounded to the next minute.
Prepaid customers are proactively notified by Securus when account balances are nearing
depletion, with enough time to place additional funds into their prepaid account. Even after prepaid
funds are depleted, Securus will proactively notify the customer of the need to add funds to their
account.
Prepaid account balances are also available at all times via numerous self-service options. Prepaid
customers can always call Securus customer service representatives to obtain balance amounts and
access their customer account balances online.

. 1

2.5

PIN Requirements:

2.5.1

The offender telephone system must include a personal identification number (PIN) application.

Securus has re'ad, agrees, and complies.

The SCP OTS will be configured to include a PIN application for offender calling..
Securus has complE!ted dis-cussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement. Securus and Huber & Associates
have signed a formal Statement of Work between the two companies ensuring our mutual ability to
comply with this requirement. _
Securus will receivl! the offender PIN from Huber & Associates as well as generate the PIN from the
Securus OTS when required. The PIN will be generated from the offender management system,
canteen point-of-sale system, and phone system as it does today. A PIN system for the purpose of
providing PIN numbers for kiosk access and phone access win be made available by Huber &
Associates. The PIN administrator will be able to generate and activate a PIN on an exception or
emergency basis during normal business hours, Monday through Friday between the hours of 8:00
a.m. aod 5:00 p.m.
By partnering with Huber & Associates, Securus will provide a PIN application with the purposes of
providing PIN numbers for kiOSks and phone access. This system includes interfaces to accept PINs
generated, modified, or disabled by the offender management system, point of sale canteen system,

t::l SECURUS'
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:..:.:::;_;;....

•

and the kiosk system. In addition to providing a PIN application, Securus will provide a PIN
administrator who can generate, modify, or disable the PINs in an exception or emergency basis
during normal business hours,

2.5.2

The offender's PIN must have authentication to identify the offender and hisfher authority to
make the call.

Securus has read, agrees, and complies.

The offender's PIN will have authentication to identify the offender and his or her authority to make
the call. This will be accomplished by matching the PIN with the offender's pre-recorded name
during each call. The PIN number will be authenticated prior to each call by the SCP OTS validation
system,

REVISED PER AME-NDMENT #001
2.5.3

•

The offender telephone system must store the offender's PIN in a database. The offender's PIN
database shall consist of the offender's Department of Corrections (DOC) number, a four-digit
PIN number, and the offender's current facility location as assigned by the agency .

r;I Securus has read, agrees, and complies.
An interface file containing a record for each offender, including offender ID (DOC number), PIN
number, and facility location will be provided daily to Securus by Huber & Associates and will be
stored in the SCP PIN database. The offender's PIN database will consist ofthe offender's
Department of Corrections (DOC) number, a four-digit PIN number, and the offender's current
facility location as assigned by the agency.
The SCP stores all PINs in a centralized database, If existing PINs exist in the state agency's required
format they will be loaded in to the SCP database via our E-Imports application,
The offender telephone system will store the offender's PIN in a database, This database will consist
of the offender's Department of Corrections (DOC) number, four digit PIN number, and the
offender's current facility location as assigned by the agency,
By partnering with Huber & Associates, we will ensure that this database is accurately maintained,

2.5.4

•

The contractor shall provide an offender PIN administrator and maintain a current database of
offender PIN numbers. The PIN administrator shall be available to agency staff during normal
working hours, Monday through Friday 8:00 AM through 5:00 PM CT, excluding recognized
state holidays.

Securus has read, agrees, and complies.

Securus will provide an offender PIN administrator through Huber & Associates, and we will
maintain a current database of offender PIN numbers. The PIN administrator be located in an office

t;:l SECl,JR,)S'
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selected by the state agency and will be available to agency staff during normal working hours,
Monday through Friday 8:00 a.m. through 5:00 p.m. CT, excluding recognized state h?lidays.
By partnering with Huber & Associates (who provides PIN administration for the current contract),
we will provide an experienced PIN administrator and maintain a current database of offender PIN
numbers. In addition, we will provide a backup administrator. The PIN administrator will be
available during th e specified times.

The contractor must be capable of immediately changing or suspending an offender's PIN when
requested by the state agency's personnel, or as requested by the offender via the offender kiosk.

2.5.5

Securus has rf~ad, agrees, and complies.

•

Securus will provide the ability to immediately change or suspend an offender's PIN when
requested by the state agency's personnel, or as requested by the offender via the offender kiosk.
We have completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and have signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
The SCP OTS allows for immediate change or suspension of an offender's PIN when requested by
the state agency's personnel, or as requested by the offender via the offender kiosk.
Securus will provide the following capabilities to the state agency to immediately suspend a PIN
number:
•

By partneringwith Huber & Associates, we offer a PIN administrator to handle PIN
changes at the request of state agency personnel.

•

By partnering with Huber & Associates, we allow the offender to suspend his or her PIN
via the offender kiosk and the canteen pOint-of-sale (POS) system.

•

2.5.6

An interface to change or suspend a PIN number, and this software will be available to
state agency personnel.

•

By partnering with Huber & Associates. hourly we receive PIN changes made by DOC
personnel via their offender management system.

The offendl!r telephone system must utilize a transferable offender PIN. Example: The offender
may be moved from institution to institution. The offender's infonnation shall automatically
follow. This infonnation shall include previous calling activity. No administration by the state
agency's staff shall be necessary.

Securus has read, agrees, and complies.

The Securus SCP 01'S will be configured with the capability to use a transferable offender PIN. The
system will support moving an offender from institution to institution, and allowing the offender

•

ED SECU.RlJS·

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•

information to be automatically available at the new facility. The information will include previous
calling activity, and no administration by the state agency's staff will be required.
Securus has completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and has signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
Huber & Associates will provide a file containing a record of each offender's location and PIN
number daily. This file can be used to determine if an offender has been released, admitted, or
moved from one institution to another institution.

The offender telephone system shall limit the ability for an offender's PIN to be used at any
facility other than the one that the offender currently resides.

2.5.7

Securus has read, agrees, and complies.

The Securus SCP OTS will limit the ability for the offender's PIN to be used at any facility other than
the one where the offender resides.

•

A file containing a record of each offender's location and PIN number will be provided daily by
Huber & Associates to Securus. This file can be used to determine if an offender has been admitted,
released, or transferred from a state agency facility.
The daily file will show if an offender has moved from one institution to another institution. When
received, the OTS is immediately updated with the new location of the offender and immediately
restricts calling from all other institutions so that the offenders PIN can only be used from the
institution where the offender resides.

•

..... - '

•

REVISED PER AMENDMENT #001
2.5.8

fII

The offender telephone system must include an integrated solution that interfaces with the state
agency's point of sale system and kiosk system. The offender telephone system's integrated
solution must allow an offender to acquire an offender PIN from the institutional canteen system
and allow access to the PIN number into the Department of Correction's offender management
system (OPIIIMOClS) and the offender telephone system.

Securus has read. agrees, and complies.

The Securus SCP will include an integrated solution, in concert with Huber & Associates that will
interface with the state agency's point of sale and kiosk system. The Securus SCP OTS integrated
solution will allow an offender to acquire an offender PIN from the institutional canteen system,
and allow access to the PIN number into the Department of Correction's offender management
system (OPII/MOCIS) and the SCP Drs.

•

Securus will create and provide an interface for the Securus SCP OTS that will communicate with
the kiosk software and pOint of sale software. The interface will allow an offender to suspend his
PIN number or be issued a new PIN number that will be provided by Huber & Associates. The
OPII/MOCIS systems use the Huber & Associates-provided PIN number file to provide PIN numbers
from their own state agency software.
Newly assigned PIN numbers win be uploaded every hour, starting at 8:00 a.m., until the nightly
offender file is uploaded. The interface file that Huber & Associates provides will contain all newly
assigned PINS, whether they were obtained through the OPII/MOCIS software, the kiosk, the
canteen point-of-sale system, or the Huber & Associates-provided PIN administrator.

·REVISED PER AMENDMENT #001
2.5.9

All offendt~r PIN additionS/changes must be made available to the Department of Correction's
offender management system (OPIIIMOCIS) arid the offender telephone system on an hourly
basis. The contractor shall be responsible for the creation, testing, and implementation of any
and all needed interfaces to achieve this requirement and at no cost to the state agency.

Securus has Tt!ad, agrees, and complies.

All offender PIN additions/changes will be available to the state agency's offender management
system (OPII/MOCrS) and the SCP ors on an hourly basis. Using Huber & Associates customwritten software that allows the entry, change, storage, and acquisition of offender PIN numbers,
Huber & Associates will supply Securus with an hourly file of any offenders' current PIN numbers
that have changed since the last transmission.

•

Securus has completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and has signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
Through our partnership with Huber & Associates, we will provide access to proven software that
is successfully running today. The kiosk and canteen point-of-sale software, developed in
conjunction with Huber & Associates, allows an offender to be issued a new PIN number at the
offender's request. The newly assigned PIN numbers (from OPII/MOCIS, kiosk, and canteen pointof-sale systems) will be uploaded every hour, starting at 8:00 a.m., until the nightly offender file is
uploaded.

2.6

PIN Card Requirements:

2.6.1

The contractor shall provide the state agency with an electronic PIN card file that includes the
unique PIN card Universal Product Code (UPC) number and the four-digit PIN associated with
that UPC number.

Securus has read, agrees, and complies.

t:) SEC1,J_.fI_~S-

•

Securus will provid~ the state agency with an electronic PIN card file that includes the unique PIN
card Universal Product Code (UPC) number, and the four-digit PIN associated with that UPC
number.
Our partner, Huber & Associates, will ensure it is loaded correctly into the PIN application and the
canteen system.
Securus has contacted the current provider of PIN cards to the state agency to ensure our
understanding of the current PIN card file and associated processes in order to duplicate the
existing processes to meet this requirement.

2.6.2

The contractor must provide an offender PIN administrator that manually makes PIN changes
and provides technical support for troubleshooting offender PIN related issues.

Securus has read, agrees, and complies.

Securus will provid~ an offender PIN administrator that manually makes PIN changes and provides
technical support for troubleshooting and offender PIN related issue resolution.

•

We have completed discussions with Huber & Associates for the purposes of identifying the
technical requirements to address this mandatory requirement and have signed a formal Statement
of Work between the two companies ensuring our mutual ability to comply.
Securus will provide the Huber & Associates experienced PIN administrator, and backup, for
purposes of fulfilling this requirement. It is expected that Securus will provide the same PIN
administrator(s) that currently perform the required duties of PIN administration for the existing
offender telephone system contract.
Huber & Associates' PIN administrator will manually make PIN changes and provide technical
support for troubleshooting offender PIN-related issues. Huber & Associates will also provide a
second level of support when PIN issues are caused by technical problems with the interface. A
third level of support comes from the Securus Technical Help organization that can assist the state
agency with any issues related to PIN administration.
This PIN administrator will perform the following functions:
•

Complete PlN administration tasks using the SCP OTS PIN application software from
the Huber & Associates headquarters in Jefferson City, Missouri.

•

Ensure backup personnel are assigned and trained to take over PIN administration
responsibilities, when required.

•

Process phone, e-mail, and fax requests from caseworkers at Missouri Corrections
Institutions across the state. Typical requests include the following and average about
15 to 20 calls a day:
o

•

Changing offender PIN numbers

Reactivating/deactivating offenders

t::> SECl,JBlJS'
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•

2.6.3

Researching problems and communicating action(s) with caseworkers (such as
offenders are unable to complete calls successfully due to incorrect PIN or blocked
call number)

Communicate with project management, such as communicate issues when either
incorrect or no data is received to ensure problem reporting and resolution.

The'contractor must provide the offender a PIN card every time the offender is assigned a new
PIN.

Securus has read, agrees, and complies.

Securus will provide the offender with a PIN card every time the offender is assigned a new PIN.
In concert with Huber & Associates providing access to the state agency's canteen point-of-sale
system software, Securus will provide the offender PIN card, so the card can he given to the
offender when assigned a new PIN. This will ensure that the Securus SCP OTS has been updated
with the appropriate information and that the state agency canteen point-of-sale system is updated
and in sync with the SCP OTS.

2.6.4

The offender PIN cards must be provided free of cbarge to an offender when a new PIN is
acquired from the institutional canteen.

Securus has rE!ad, agrees, and complies.

•

The offender PIN cards will be provided free of charge to an offender when a new PIN is acquired
from the institutional canteen. Securus has contacted the existing manufacturer of PIN cards and
identified the process for ordering and fulfillment of the offender PIN cards.
To ensure functionality of the PIN cards after purchase, Huber & Associates will deliver access to
the PIN card solution that is used today at the Missouri Correctional Institutions. Huber &
Associates has agre-ed to assist Securus with procurement. processing. and the security file
associated with the distribution of these PIN cards.

2.6.5

The front of the offender PIN card must include the Department ofCorrection'S logo and
identify itself as an offender PIN card.

Securus has read, agrees, and complies.

The front of the offender PIN card will include the Department of Corrections logo and identify
itself as an offender PIN card.
Securus will use the' PIN card solution that is used today by the state agency. Huber & Associates
helped design the current PIN card and will supply the digital design to assist Securus in creating

SecUrL<S

,t::> SECURUS'
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~

•

the PIN cards and Securus will procure the PIN cards through the same provider currently being
used by the state agency.

2.6.6

The back of the offender PIN card must be encoded with a random four digit PIN that is security
coated wlth a scratch-off material, a upe that is directly assigned to the four (4) digit PIN
associated with the card, and identify itself as an offender PIN card. PIN shall not be
consecutively numbered.

Securus has read, agrees, and complies.

Securus will provide each PIN card with a random four-digit PIN that is security coated with a
scratch-off material, a UPC that is directly assigned to the four-digit PIN associated with the card,
and indentify itself as an offender PIN card. The PIN will not be consecutively numbered.
Huber & Associates will ensure that the physical card security numbers correspond to the security
file associated with the distribution of PIN cards.

2.6.7

•

The offender P1N cards should be approximately the size of a credit card.

Securus has read, agrees, and complies.

Securus will provide a PIN card that is approximately the size of a credit card. Huber & Associates
designed the current PIN card solution that is used today at the Missouri Correctional Institutions.
They have agreed to supply Securus with the digital design to assist in the production of the PIN
cards at the size as required. Securus has already contacted the state agency's existing PIN card
provider and will purchase the PIN cards according to the state agency's requirements.

2.7

"Allow Call Lists" Requirements:

2.7.1

The offender telephone system must include automated "allow call lists" associated with each
PIN. It shall be the state agency's option whether to implement the automated "allow call lists".

Securus has read, agrees, and complies.

The majority of Securus state DOC customers use allowed call lists so Securus is familiar with
optional service. The Securus SCP OTS will incJude automated "allow call lists" associated with each
PIN. Securus will follow the decision of each state agency as to whether or not to implement the
automated "allow call list." The response to 2.7.3 describes the automated processes that will not
require administration by the state agency staff.

•

The SCP OTS includes an offender self service automated feature, Personal Allowed Number (PAN)
list or "allow call list," which provides each offender with a allow call list associated with their PIN.
The PAN list contains phone numbers that the offender is permitted to call. However, regardless of
a PAN list, the system also provides the offender with the ability to make attorney calls, or call ather
allowed phone numbers placed on the sep's global allowed list. The offender can access the PAN list

after he or she inputs their PIN. The SCP OTS is configured so the state agency has the option to
implement the automated PAN list.

2.7.2

The "allow call1i5ts'' should store a set quantity of allowed telephone numbers for each
offender.

Securus has read, agrees, and complies.

'The SCP OTS allow call lists (PAN list) can be configured to store a set quantity of allowed telephone
numbers per offender, as directed by the state agency. The quantity of allowed numbers is
programmable and can be set by the state agency.

2.7.3

Registration and maintenance of automated "allow call lists" should not require administration
by the state agency's staff.

a Securus has rt~ad, agrees, and complies.

•

Registration and maintenance of automated allow call lists will not require administration by the
state agency's staff:
Like all other features ofSCP, the Personal Allowed Number (PAN) lists are flexible and may be
implemented and maintained by the offender as well as the Securus provided PIN administrator.

Self-Managed PAN
SCP offers an Offender Self-Managed PAN system that allows offenders to add phone numbers to
their allowed call list. Additionally, offenders are able to remove numbers, check the status of a
recently requested phone number, or hear which phone numbers are on their list.
With this system, when an offender adds a phone number to their list, the OTS validation systems
checks first to determine if the number is on a global block list. If not, the system automatically cans
the phone number, and asks the called party if they wish to be placed on the specific offenders PAN

list
i

''Hello, you are bE~ing requested f.rJ be added f.rJ tf7e allowed number list of 'John Smith' an inmate at
~ Missouri Correctional Institution. This will enable 'John Smith' to call you in the future. To accept
tf7is offer to be added to the allowed calling list of 'John Smith,' press 1. To refuse and not receive
calls from 'John Smith, , press 2. "

Calls to phone numbers that were denied by the called party will not be added to the offender PAN
Jist.

r::,J SECU,EUS'
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•
,

MO Contract with Securus 2011 Part 2

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