This text is machine-read, and may contain errors. Check the original document to verify accuracy.
{"
.-.-
Southeast Region
correctional~ Facility
-
~
-
I
I
I
PreTraining
. Inspection
I
Date ~nsta"ation 1
Date
\
I
~
-~
-
OTS
Cut-Over
--
-
Missouri Eastern Correctional
Center
6/16/2011
7/28/2011
7/27/2011
9/21/2011
Eastern Reception & Diagnostic
Center
6/20/2011
8/5/2011
8/4/2011
9/22/2011
Potosi Correctional Facility
6/16/2011
8/12/2011
8/11/2011
9/21/2011
South Central Correctional Center
6/20/2011
8/19/2011
8/18/2011
9/22/2011
Ozark Correctional Center
6/21/2011
8/25/2011
8/24/201
9/20/2011
Farmington Correctional Center
6/21/2011
9/2/2011
9/1/2011
9/26/2011
Southeast Correctional Center
6/23/2011
9/9/2011
9/8/2011
9/26/2011
Our process includes multiple tests to ensure that every product and feature is operating correctly
prior to actual cutover. We wiJI veritY that an equipment is installed to meet or exceed both our
standards and your expectations.
2.14
2.14.1
"
Installation Requirements:
•
The contractor shall perform an onsite inspection of the work area prior to proceeding with
work. The contractor shall provide the state agency communication manager a site report of the
work that will be required and identify any pre-existing damage in the work area.
Securus has read, agrees, and complies.
Securus wil1 perform an on-site inspection of the work area beginning any work. Securus will
provide the state agency communication manager a site report of the work that will be required
and identify any pre-existing damage in the work area.
During our on-site inspections, Securus will verify the accuracy of all information collected during
the pre-proposal facility tours to ensure that all information essential to develop our final
implementation plan is accurate.
128
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
E::l SECUR1)S-
•
2.14.2
"
The contractor shall not cut into or through girders, beams, concrete, tile, partitions, ceilings or
any other structure at the correctional institution without obtaining prior written approval from
the state agency's communication manager.
Securus has read, agrees, and complies.
Securus will not cut into or through girders, beams, concrete, tile, partitions, ceilings, or any other
structure at the correctional institution without obtaining prior written approval from the state
agency's communication manager.
2.14.3
•
The contractor shall install telephones and telephone equipment in accordance with the
manufacturer's installation instructions.
Securus bas read. agrees, and complies.
Securus will install telephones and telephone equipment in accordance with the manufacturer's
installation instructions.
•
2.14.4
rI
The contractor may use applicable existing telephones, cable, and applicable equipment, if
available. If cabling is required as part of the installation, then the contractor shall provide all
new cable at no cost to the state. The contractor shall mark installed cable on both ends. Cable,
existing and new, shall meet Electronic Industries Alliance (EIA) and Telecommunication
Industry Associate (TIA) standards and comply with the most current National Electrical Code
(NEC) requirements for low voltage cable, Within twenty-four (24) hours after completion of
installation, the contractor shall provide the state agency communication manager signed
certification that all circuits have been tested and all cables, pairs, blocks, frames, and tenninals
are legibly marked by the contractor.
Securus has read, agrees, and complies.
In order to eliminate historical problems with telephone maintenance and performance that the
agency has experienced, Securus will use only new industry standard phones that are designed and
proven in the offender telephone environment.
rf cabling is required as part of the installation, Securus will provide all new cable at no cost to the
state. We will mark installed cable on both ends. New and existing cable will meet Electronic
Industries AIJiance (ElA) and Telecommunication Industry Associate (TIA) standards and will
comply with the most current National Electrical Code (NEC) requirements for low voltage cable.
Within 24 hours after completing the installation, Securus will provide the state agency
communication manager signed certification that all circuits have been tested and all cables, pairs,
blocks, frames, and terminals are legibly marked by Securus.
•
[;:)
SECl)~US'
...:.0.;--
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
129
a. The Sta1e of Missouri does not contemplate any services that require compliance with State
ofMiss()uri prevailing wage provisions and requirements. Any services that are determined to
be subject to prevailing wage requirements shall be provided separately and outside of the
contract.
"
Securus has read, agrees, and complies.
Securus understands that any services that are determined to be subject to prevailing wage
requirements wi1l be provided separately and outside of the contract.
2.14.5
"
Upon the request of the state agency communication manager, the contractor shall provide, at no
cost to the agency, joint testing of problem or defective equipment.
Securus has read, agrees. and complies.
At the state agenc~' communication manager's request, Sec~rus will provide, at no cost to the
agency. joint testing of problem or defective equipment.
2.14.6
"
The contractor shall provide and install adequate surge and lightning protection equipment for
all offender telephone equipment.
Securus has read, agrees, and complies.
•
Securus uses both primary and secondary lightening protection per industry and manufacturer
standards. Secondary protection uses the electrical ground. and our equipment is grounded
through the secondary grounding bus.
2.14.7
•
The contractor shall install surface or wall mounted telephones, as designated by the state
agency communication manager.
Securus has read, agrees, and complies.
Seeurus will install surface or wall mounted telephones. as designated by the state agency
communication manager.
2.14.8
"
The contractor shall clean and remove all debris, resulting for the contractor's work, at the
completion of each workday.
Securus has read, agrees, and complies.
Securus will clean and remove all debris. resulting for our work, at the completion of each workday.
130
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Sewr1l5 Technologies. Inc. AU rights reserved.
f::l SECVRl,JS'
~--.
•
2.14.9
•
If the contractor damages the State of Missouri's property, the contactor must restore the
property to its original condition at no cost to the State of Missouri.
Securus has read, agrees, and complies.
If Securus damages the State of Missouri's property, we will restore the property to its original
condition at no cost to the State of Missouri.
2.14.10 The contractor must install the telephone equipment using security studs to prevent easy removal
of telephone.
fI
Securus bas read, agrees, and complies.
Securus will install the telephone equipment using security studs to prevent easy removal of
telephone.
2.15
•
2.15.1
"
Security Requirements:
The contractor shall provide the state agency communications manager a list of contractor
personnel that require admittance to the correctional institutions. The list shall be submitted at
least forty-eight (48) hours prior to time of required entrance and include the name of the
company, names of employees attending, their social security number, and date of birth: A
security check will be completed with this information prior to admittance to the facility. Facility
staff will accompany the contractors while they are on site. Facility business hours are 7:30 a.m.
through 3:00 p.m. Central Time, Monday through Friday.
Securus has read. agrees, and complies.
Securus will provide the state agency communications manager a list of contractor personnel that
require admittance to the correctional institutions. The list shall be submitted at least 48 hours
prior to time of required entrance and include the Securus company name, names of employees
attending, their social security number, and date of birth. Securus understands that a security check
wi1l be completed with this information prior to admittance to the facility. Securus understands that
facility staffwill accompany the contractors while they are on site. Securus understands and will
communicate to Securus provided service staff that facility business hours are 7:30 a.m. through
3:00 p.m. Central Time, Monday through Friday.
Securus personnel are trained and understand the security procedures that are required when
working in a corrections environment. Several of our employees have already been screened and
cleared during the site tours. Securus will foHow state agency procedures for security clearance and
will submit required information prior to activity at any state facility.
•
Regarding the Securus partner. Huber and Associates, a number of Huber & Associates' personnel
have already been cleared and granted access to the state agency facilities by using their state
agency issued vendor 10 cards. These employees, who service all facilities and locations at the state
agency on a daily basis, are: James Huber, Pam Kroeger, David Frahm, Sondra Allen, Darin Dutcher,'
I::l SECU~I.JS·
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 20115ecurus Technologies, Inc. All rights reserved.
131
and Matt Sekelsky. Should additional employees require admittance, Huber & Associates agrees to
comply with the above security requirements.
Regarding Securus partner ShawnTech Communications, lnc. it is understood that any contractor
personnel requiring admittance to the facility will require a security check and aU information
should be submitted to the State 48 hours prior to the time of required entrance, including
employees name, social security number and date of birth. The present Missouri Field Technician
Team submits annual clearance check requests in December of each year, at which time their State
I.D. have been renewed for an additional one-year time period.
2_16
2.16
•
Replacement of Damaged Product:
The contractor shall be responsible for replacing any item received in damaged condition at no
cost to the Statt'i of Missouri. This includes all shipping costs for returning non-functional items
to the conlractor for replacement.
Securus has read. agrees. and complies.
Securus will be responsible for replacing any item received in damaged condition at no cost to the
State of Missouri. This includes all shipping costs for returning non-functional items to the
contractor for replacement.
2.17
2.17.1
"
Training Requirements:
•
The contractor must provide on-site training to at least one state agency staff at each location
where equipment is installed at no cost to the state. Additional training must be provided to new
staff assi!~ed during the contract period on an as needed basis at no cost to the state. Training
manuals must be provided to the state agency's staff during all training programs and shall
become the property of state.
Securus has read, agrees. and complies.
Securus will provide on-site training to at least one state agency staff member at each location
where equipment is installed at no cost to the state. Additional training will be provided to new
staff assigned during the contract period on an as needed basis at no cost to the state. Securus will
provide training manuals to the state agency's staff during all training programs and will become
the property of state.
Securus provides product training covering all features outlined in our proposal. AU initial training
is conducted by experienced employees of Securus in person as required and at no cost to the state
agency. Additional and follow up training will be through online instructor-led classes at no cost to
you. Securus will conduct additional training on-site when necessary, such as when a group of users
require detailed information in specific areas of expertise. Securus' training programs enable .
agency personnel to use all features the first day of installation. Since applications are Web-based,
most participants find it easy to maneuver through the features immediately.
132
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECURUS~...!___•
•
In addition to standard training, Securus will work with you to customize your online training to
meet your unique needs. We offer separate classes focused on different agency functions such as
resourceful investigations, well-organized call monitoring, and efficient system administration.
Ongoing training is offered twice a month throughout the year.
Training Course Elements
SecuflJs is committed to pravi ding your staff with training that will maximize the potential of the
features you selected. Training courses are in a user-friendly task oriented format to teach state
agency personnel what they need to know to do their job. Courses are often separated into modules
based on the types of duties staff members tend to perform using the unique features of the
application.
The following table presents the standard training elements that Securus provides at no charge.
Training Elements
Course Module
•
Getting Started
I
learn About
• Logging in for the first time
• Logging in the rest of the time
• Navigating
• Managing your password
User Administration Activities
• Creating and changing user accounts
• Defining a user's role and granting access permission
• Resetting a user's password
• Deactivating and deleting users
• Running user management reports
Offender Administration
Activities
• Adding and changing offender phone accounts
• Deactivating offender phone accounts
• Administering the phones
• Using administrative reports .
Monitoring Activities
• Reviewing Call Detail Records (CDRs)
• Monitoring live calls (as applicable)
• Listening to recorded calls (as applicable)
• Using monitoring reports
• Saving calls and burning to CD (as applicable)
•
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
133
Course Mddule
-
I
learn About
-
-
Investigation Activities
• Using CDRs for investigations
• Recognizing trends in standard reports
• Using other investigative tools to collect information for
evidence
• Digging into the details
Super User Activities
• Learning time-saving tips and tricks
• Relating to actual agency situations and turning evidence
into intelligence
• Troubleshooting for operational and maintenance staff to
minimize unnecessary service calls
Self~Help
Elements
Securus also provides an online self-help system available at all times from a user-friendly "Help"
menu in the application. Keyword searching offers immediate access to the information they are
seeking, or they can follow the table of contents for a full learning experience.
Users can print one topic or the entire help system if a full User Manual is preferred. This method of
"print what you need when you need it," ensures all printed material is updated with the current
released product.
•
Features ofthe self-help system include the following:
•
Welcome Pages - High-level descriptions of the purpose and function of the selected
feature.
•
How To - Task based procedures to assist users in efficiently using the application to get
their job done. Each topic includes a link to email Technical Support or Training for further
assistance when necessary.
•
What's New - Describes new featufes in this release with links to more details or task
based instructions.
•
Related Topics - Links
•
Pop-up Definitions - Glossary Terms and Index words are defined at the click of a mouse
without having to leave the topic to assist YOUf users in quickly assimilating new concepts
and technology.
•
Tips and Tricks - Shoft cuts, helpful hints. and advanced topicS fOf highly skilled users
looking to improve their performance.
•
Solutions in S-Gate - Real world examples of how to use S-Gate to help you solve or
prevent crime.
•
Frequently Asked Questions (F AQ) - Common questions and their answers.
134
to similar topics users may find beneficial.
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Secufus Technologies, Inc. All rights reserved.
r::J SECU~l:IS'
___ - _
•
•
Troubleshooting - Self-help to help your users figure out unexpected results and what to
do next to get back on track.
•
Reference - Handy reference material such as international dialing codes are available for
your user's convenience.
•
Features that are in development include the following:
•
Show Me tutorials - Video clips to support users in learning more complicated tasks.
•
Feedback Mechanism -"Was this Helpful?" and "Did you Find what you're Looking for?"
surveys for authors to improve content based on what users want to know.
•
Advanced management functions - Reports that track how often users access specific
items in the help system assist Securus in identifying areas where usability improvements
or more focused training might be helpful.
The following figure depicts a sample self-help screen.
Self~Help
Screen
Proprietary and Confidential
•
_ . _ . c...".'.... Cuooocly _ . folloW.. c.u DotocIlM '"' • CuooodJ Ac......
set 3-W.ty Cllf' Derecrlon for I custody Aca~ount
,SrIK1"l1' 3.\Y~'1iI ~ ler, ,~SIOCI)I ;K,_-..:IeS tnc ~ /lOlly
1. CIP<~ Sra-' ~ > ClllIOdr_rm
The CtnWdJ ~ PI¢ opens
p/>ont g.Q.IP
"Inc pIIone H:ttI$
l. "_...., ........ Iodty~_ .. hfiD".1d
,. seEn,IX lhe ICC""
4. c..1<~Uh.!Wll.Ir.\"'1I"M!twod)·I\t<_)WWftto<l1ofIgt
~ (lHAfATe" NA.Il!] GENERAL Ac:eOU"T .,FORMA11Otf _ _
S. CW,tIl>oE4!loe<Jna_S_
The ECXII/:IIe fIftn<IrsCIIIY
6. ~~J.W.,. e•• ~IHt~ LO 1ntGesnd..u..g
• ENDIt Cfll!neUt Uk _
delHbtIO 0 30Way Car a11~'0 lilt ell eM ~ ~«cfed
• DlslioIe_s(omo<.bon
• o.t••1t IISH ~ ~<IWlG u~'VIJ!d b)' lilt agoro: Y
". Dtoflvh
~ ~ ~$'IF.<I b)' tI'oc_f
_$
8. C..~~.
CIoS" _ _ f.elo! •
•
t::l SECUfll)S'
----.
Missouri DOC RFP No. B2ZU019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
135
2.17.2
fif
Information pamphlets and posters must be provided for offenders on the use of the offender
telephone system for all applications when requested by the state agency.
Securus has read, agrees, and complies.
Securus will provide Information pamphlets and posters for offenders on the use of the offender
telephone system for all applications when requested by the state agency. Additionally. Securus can
customize posters and pamphlets to be used by offenders in the institutions.
Examples of a few of our pamphlets and posters material are presented in the following figure.
Securus Pamphlets and Posters
•
2.18
2.18.1
136
Fiscal Requirements:
The coniractor shall maintain an accurate, verifiable recording system and tracking system for
substantiating cost recovery payments to the state.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securu5 Technologies, Inc. All rights reserved.
t;:l SEClJ,ll\.J.S·
--_.
•
"
Securus bas read, agrees, and complies.
Securus will maintain an accurate, verifiable recording system and tracking system for
substantiating cost recovery payments to the state.
Internal Controls
Securus has developed the best internal controls in the industry to make sure we follow our
contractual obligations, internal processes and that our information is accurate and its security is
ensured. We are the only offender call platform provider to be Sarbanes Oxley certified. Further, we
are the only provider to have achieved a SAS 70 Type II Audit certification. These two certifications
require us to pass rigorous evaluations on internal controls by an outside auditor. Not only do we
have to have solid controls-we have to prove they are effective.
Our internal controls benefit you because you know your information is in safe hands, our systems
are accurate in regards to commission payments and call ratings, and our financial controls are
effective and in place so that we can operate our business in a responsible manner.
I
An Statement on Auditing Standards Number 70 (SAS 70) Type II SAS 70 report certification indicates that an '
independent accounting and auditing company has successfully completed a comprehensive and in-depth
•
evaluation and testing of internal controls and related activities. This certification demonstrates that the
company has adequate controls and safeguards in place to manage systems and information that
are critical in the performance of our customer obligations. None of our competitors have achieved this
certification and none can provide this level of assurance to correctional facilities-SecuTllS' is unique within the
industry on achieving this importBnt standard.
~
J
Securus also employs an internal audit team that constantly reviews and audits our systems and
security procedures and verifies our performance compared to our standards.
2.18.2
"
The State of Missouri shaH bear no responsibility for fraudulent calls or uncollectible calls.
Securus has read, agrees, and complies.
Securus agrees and understands that the State of Missouri will bear no responsibility for fraudulent
calls or uncollectable calls.
REVISED PER AMENDMENT #001
2.18.3
The contractor shall make a payment to the State of Missouri General Revenue, on a monthly
basis, for cost recovery of personnel services incurred by the State of Missouri.
a. Personnel services for the Department of Corrections' employees for system operation:
•
~issouri
DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
137
Table 1
First year
Second vear (+ 3% inflation factor)
Third year(+ 3% inflation factor]
Fourth vear (+ 3% inflation factor)
Fifth year (+ 3% inflation factor)
Total Personnel Services
First renewal period, i.e. sixth year (+ 3% inflation factor)
Second renewal period, i.e. seventh year (+ 3% inflation factor)
Monthly
Annually
$927,418
$71,285
$79,603
$955,241
$983,898
$81,992
$84,451 $1,013,415
f86985 $1043817
$410,316 $4,923,789
$89,594
$92 282
$1,075,132
~1,107,386
$181,877 $2,182,518
"
Securus has read, agrees, and complies.
Securus will make a payment, as identified above, to the State of Missouri General Revenue on a
monthly basis for cost recovery of personnel services incurred by the State of Missouri induding
required inflation factor for years two through five. Securus will also make the required payments
for any renewal period.
REyisEn:PER'A:MENDME~TiL#ool
:.
b. The contractor shall be responsible for continuation of monthly payments, so long as the
contract is in effect, during the contract period.
fIf
Securus has read, agrees, and complies.
Securus will remain responsible for the continuation of monthly payments so long as the contract is
in effect, during the contract period.
c. In the event that the contract is renewed beyond the initial five year contract period, the
contractor shall provide monthly additional cumulative payments of$I,075,132 during the
first renewal period and $1,107,386 during the second renewal period. The contractor shall be
responsible for continuation of monthly payments, so long as the contract is in effect, during
the contract period.
'fJ
Securus has read. agrees. and complies.
Securus will provide monthly additional cumulative payments of $1,075,132.00 during the first
renewal period and $1,107,386.00 during the second renewal period. Securus will be responsible
for continuation of monthly payments, so long as the contract is in effect, during the contract
period.
•
138
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 SI!curus Technologies, Inc. An rights reserved.
[;:) SEC~R~S'
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REVISED PER AMENDMENT #001
2.18.4
•
The contractor shall make a payment to the Office of Administration Revolving Administrative
Trust Fund, on a montply basis, for cost recovery of the Department of Corrections' private
network for data connectivity including disaster recovery considerations.
Securus has read, agrees, and will comply.
a. Data connectivity for the Department of Corrections' private network including disaster
recovery considerations:
Table 2
First year
Second year (+ 3% inflation factor)
Third year (+ 3% inflation factor)
Fourth year (+ 3% inflation factor)
Fifth year (+ 3% inflation factor)
Total Data Connectivity
•
First renewal period, i.e. sixth year (+ 3% inflation factor)
Second renewal period, i.e. seventh year (+ 3% inflation facto!l
"
Monthly
$40,964
$42,193
$43,459
$44763
$46,105
$217,483
Annually
$491,568
$506,315
$521,504
$537,150
$553264
$2,609,801
$47,489
$48913
$96,402
$569,862
$586958
$1,156,820
Securus has read, agrees, and complies.
Securus will make a payment to the Office of Administration Revolving Administrative Trust Fund,
on a monthly basis, for cost recovery of the Department of Corrections' private network for data
connectivity including disaster recovery considerations as outlined in this payment structure.
REVISED PER AMENDMENT #001
b. The contractor shall be responsible for continuation of monthly payments, so long as the
contract is in effect, during the contract period.
fII Securus has read, agrees, and complies.
Securus will be responsible for continuation of monthly payments, so long as the contract is in
effect. during the contract period .
•
t::l SECUFJl)S'
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 1011 Securus Tecnnologies, Inc. All rights reserved .
139
c. In the event that the contract is renewed beyond the initial five year contract period, the
contractor shall provide monthly additional cumulative payments of $569,862 during the first
renewal period and $586,958 during the second renewal period. The contractor shall be
responsible for continuation of monthly payments, so long as the contract is in effect, during
the contract period.
"
Securus has read, agrees, and complies.
In the event that the contract is renewed with Securus beyond the five year contract period,
Securus will provide monthly additional cumulative payments of $569,862.00 during the first
renewal period and $586,958.00 during the second renewal period. Securus will be responsible for
continuation of monthly payments, so long as the contract is in effect, during the contract period as
outlined in the payment table.
2.18.5
The contractor shall mail two separate monthly payments based on the Table 1 and Table 2
above to:
Office of Administration
Information Technology Services Division
Attn: Arlan Holmes
Truman State Office Building, Room 280
301 West High Street
Jefferson City, MO 65101
"
•
Securus has read, agrees, and complies.
Securus will mail two separate monthly payments based on the Table 1 and Table 2 to the following
address:
Office of Administration
Information Technology Services Division
Attn: Arlan Holmes
Truman State Office Building, Room 280
301 West High Street
Jefferson City, MO 65101
2.18.6
"
The state may elect at some future date to change the structure of the remittance. On such
occurrence, the contractor shall be responsible for implementing a remittance structure designed
by the state which would allow the reduction or increase to some portion of the caU cost to the
called party.
Securus has read. agrees, and complies.
Securus understands that the state may elect at some future date to change the structure of the
remittance. Securus will be responsible for implementing a new remittance structure designed by
the state, which would allow the reduction or increase to some portion of the call cost to the called
140
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~SECU.~~S'
---
•
party. Securus requests the opportunity to provide counsel and suggestions to the state agency
prior to final determination of changes to the remittance structure.
The Securus account team will meet with the state agency on a quarterly basis (at a minimum) to
discuss new products and services among other strategies. In the event that any new product,
service, or change in existing service materially affects the structure of remittance, Securus would
like the opportunity to discuss such change, and the potential impact to vendor costs, with the state
agency.
2.18.7
•
•
In the event the contractor desires to increase/decrease hilling charges for regulated taxes, fees,
surcharges, other than those authorized at time of award, the contractor should notity Office of
Administration - Infonnation Technology Services Division (OAlITSD) within thirty (30) days
after the contractor is notified of the requirement of the change. The contractor's notifications to
OAlITSD should include a copy of the contractor's authority to charge any additional taxes,
fees, surcharges, etc.
Securus has read, agrees, and complies.
In the event that Securus desires to increase/decrease billing charges for regulated taxes, fees,
surcharges, other than those authorized at time of award, Securus will notify the Office of
Administration - Information Technology Services Division (OA/ITSD) within 30 days after Securus
is notified of the requirement of the change. Securus' notifications to OA/ITSD will include a copy of
Securus ~uthority to charge any additional taxes, fees, surcharges, and so forth.
·ADO~D PER AMENDMENT '#001
2.18.8
The contractor must begin making the monthly payments for personnel services for the
Department of Corrections' employees for system operation and data connectivity for the
Department of Corrections' private network including disaster recovery considerations utilizing
a phased approach until all facilities have been fully implemented and accepted. The contractor
must begin making monthly payments to the state for a facility once implementation is
completed and accepted by the state agency regardless of day of the month the facility is
implemented and accepted. The contractor and state agency shall establish a mutually agreed to
implementation plan upon award of the contract. The contractor must make the monthly
payment listed below for each of the facilities that has been fully implemented and accepted by
the state agency .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
141
Table 3
LOCATION
Eastern Reception & Diagnostic
Correctional Center
Boonville Correctional Center &
Boonville Treatment Center
Crossroads Correctional Center
Personnel services for
the Department of
Corrections' employees
for system operation
monthly payment
Data connectivity for the
Department of Corrections '
private network including
disaster recovery considerations
monthly payment
$6,407.99
$3,396.48
$3,141.92
$1,665.34
$3,509.59
$1,860.22
Southeast Correctional Center
$3,958.44
$2,098.12
Chillicothe Correctional Center
$2,855.42
$1,513.48
Western Missouri Correctional
Center
Farmington Correctional Center
$4,674.68
$2,477.76
$6,291.00
$3,334.47
Ozark Con'ectional Center
$1,551.86
$822.54
Fulton Reception & Diagnostic
Center
Cremer Therapeutic Center
Algoa Correctional Center
$3,108.49
$429.75
$1,647.62
$227.78
$3,669.55
$1,945.00
Jefferson City Correctional Center
$4,705.72
$2,494.21
South Central Correctional Center
$3,958.44
$2,098.12
Maryville Treatment Center
$1,339.37
$709,92
Potosi Correctional Center and
Mineral Area Treatment Center
Missouri Eastern Correctional Center
$2,155.89
$1,142.70
$2,626.22
$1,392.00
Moberly Correctional Center
$4,297.46
$2,277.82
Northeast Correctional Center
$5,028.03
$2,665.05
Western R£:!ception, Diagnostic &
Correctional Center
Tipton Correctional Center
$3,724.46
$1,974.11
$2,845.87
$1,508.42
Women's Reception and Diagnostic
Center
Central Regional Investigations
$4,741.53
$2,513.19
$0.00
$0.00
Western Regional Investigations
$0.00
$0.00
Eastern Regional Investigations
$0.00
$0.00
Central Office
$0.00
$0.00
$1,284.46
$680.81
St. Louis Community Release Center
142
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Tectmologies, Inc. All rights reserved.
•
~ SECtJ,RUS'
-----
Table 3
LOCATION
Kansas City Community Release
Center
TOTAL
If
Personnel services for
the Department of
Corrections' employees
for system operation
monthly payment
Data connectivity for the
Department of Corrections'
private network including
disaster recovery considerations
$978.87
$77,285
$518.84
$40,964
month~payment
Securus has read, agrees, and complies.
Securus will begin making the monthly payments for personnel services for the Department of
Corrections' employees for system operation and data connectivity for the Department of
Corrections' private network including disaster recovery considerations using a phased approach
until all facilities have been fully implemented and accepted by the state agency.
•
Securus will begin making monthly payments to the state for a facility once implementation is
completed and accepted by the state agency regardless of day of the month the facility is
implemented and accepted. Securus and state agency shall establish a mutually agreed to
implementation plan upon award of the contract. Securus will make the monthly payment listed in
Table 3 for each facility that has been fully implemented and accepted by the state agency.
2.19
Pre-Paid Caller Account Management Requirements:
2.19.1
fII
The contractor must provide a toll free number for an offender's family/friends to call in order to
speak to a live operator or customer service representative to assist them in establishing or
maintaining their pre-paid accounts.
Securus has read, agrees, and complies.
Securus will provide a toll free number for an offender's family jfriends to call in order to speak to a
live operator or customer service representative to assist them in establishing or maintaining their
prepaid accounts.
Securus Correctional Billing Services (SCBS) will provide a comprehensive solution suite that
provides the offenders' friends and family members' complete assistance with account funding,
account maintenance and inquiries. Friends and family can use our toll-free number (1-800-8446591) to speak directly to an agent, or to take advantage of our easy to use automated system to
help them with their needs. For added convenience, we also offer personal account access via the
following methods:
•
SCBS Website - www.correctionalbillingservices.com
•
SCBS e-mail address-customer_service@correctionalbillingservices.com
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
143
'."t
Our friendly and knowledgeable agents can help customers with the following:
•
Setting up and funding accounts
•
Making payment arrangements
•
Resolving complaints
•
Blocking and unblocking numbers
•
•
Reviewing call durations and history
Learning about Western Union
options
•
Receiving information on new
services
•
•
•
Confirming originating facility
•
Reviewing account balances
Answering questions and helping
customers with refund requests
Managing account notifications
We believe that customer service is too important to completely outsource to an outside vendor.
We routinely survey our customers and measure satisfaction ratings so that we can find ways to
improve our servicE! levels. Our customer service agents are highly trained on offender telephone
system issues and in satisfying the specific needs of called parties. We offer both English speaking
and Spanish speaking agents.
.
•
SeclJrus "In-House" Customer Service Center
In September of 2009 in an effort to provide superior customer service Securus made a decision to
bring our customer service center in-house. We believe that customer service is not a function that
should be outsourced to an outside vendor. This decision is an investment in service that cost
Securus millions of dollars. However, we believe that the improved customer service to friends and
family members was worth the additional expense.
In 2010 we spent approximately $10 million dollars specifically for the
operational expense incurred to run our customer service center. Today Securus
operates a 2S0-seat customer service center located in Carrollton, Texas, and all
customer service representatives and managers are direct employees of Securus.
This is significant to the state agency because we can make moves, adds, and
changes without the necessity of involving outside third-party service providers.
No other national phone vendor of our size can make this claim. We diligently
measure and analyzed customer satisfaction levels each month and take action to
make improvements as needed.
Friends and family calls are routed to trained customer service representatives depending on their
service need. This feature promotes quicker call resolution and customer satisfaction by delivering
144
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
l~
~
SECURUS'
~...;_
•
c<llls to individuals who are experts in handling that specific call type. Securus-also developed a plan
for business continuity in case of a natural disaster.
(
All newly hired customer service agents receive 120 hours of
training, which includes exams to verify competency and grasp of
material. such as products, procedures, and policies. Once the new
hires complete their training they still receive regular coaching
and feedback occur on the job, and refresher training is given as
needed. Furthermore, all customer service managers are required
to listen to live calls to ensure that we are inspecting what we
eJ{pect from our customer service representatives.
,
I
Extensive
Training
,
Customer Service Agents
receive a minimum of 120
hours training.
,
Additionally, the effectiveness ofthe call center is measured by several factors. One specific tool is
the Asher survey. The survey is randomly given to friends and family members who contact our
service center. The Asher survey consists of seven questions and friends and family members are
asked to score questions 1 to 6 on a scale from best (S points) to the worst (1 point).
•
Since the Securus customer service center came online, our customer satisfaction scoring has
increased month to month, and is now more than 20% better than it was when we used the
"industry standard" approach of outsourcing customer service.
Again, it is Securus' goal to reduce the burden on the state agency by optimizing the convenience to
the public and provide answers to any questions raised by friends and family members of
offenders. Facilities can Significantly reduce staff involvement allowing Securus to handle routine
questions and issues that arise. Securus provides a number of self-service and assisted channels for
funding accounts and resolving friends and family issues related to communications. We believe
our comprehensive funding mechanisms ultimately create more completed calls.
To maximize convenience, Securus has several sources of assistance:
•
•
"
24x7x365 customer service representatives available through the call center (English
and Spanish)
•
2.19.2
24x7x365 automated phone access (English and Spanish)
Website access (www.correctionalbillingservices.com)
The contractor must provide a website for an offender's family/friends to access in order to
establish or maintain their pre-paid accounts.
Securus has read, agrees, and complies.
Securus will provide a Website for an offender's family!friends to access in order to establish or
maintain their pre-paid accounts.
••
The Securus ~CP 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. The offender's friends and
families are able to establish prepaid collect call accounts with Securus through our internal
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 SeclIrlis Technologies. Inc. AU rights reserved.
145
division, Secums 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. Offender's friends and families can access our Website
www.correctionalbillingservices.com to establish or maintain their prepaid accounts.
The following figure presents the SCBS convenient Website.
Securus Correctional Billing Services Login Screen
~SECURUS~
•
Welcon1e!·
to Securus Technologies
Click here to learn more about us
_
___
__
......
J
•
•
~
••
"
_
_
••
_
,,_
_.
_
__
_
______
•
_
_
__
••-
-
Missouri Department of Corrections
Friends and Family Support
FAQs
Products &. Services
Facility Websites .
Why are mv cell .. bloe'ked';l
00 yCU
ttCl~'"
Juotlce? Click he."
woI1\!
to t'Keive. ee'ls frorn .•.
Texas Department 0' CrlmlfNIIl
can 1 blocl( my phol"le from
rec-eivillg Inmatll CoIUs:'
Tra-dcbOn.e1 coRea Ac:cour..t
Hc~' de [ C!P~" ill J'liI!¥II ph-cne &lXIJ.un'!:
sc 1 can l"ecei\le c.eUs'
Setvr't Jl"I.stant Milllil
•
146
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© ~011 Securus Technologies. Inc. AU rights reserved.
~)
SECUFJUS'
__ _
2.19.3
"
The contractor must allow a called party to place funds in their pre-paid account via check,
money order, or credit card at anytime. The contractor must also allow a called party to place
funds in their pre-paid account via credit card anytime online or over the phone.
Securus has read, agrees, and complies.
Securus will allow a called party to place funds in their prepaid account via check, money order, or·
credit card at any time. Securus will also allow a called party to place funds in their prepaid account
via credit card anytime online or over the phone.
SCBS will provide a comprehensive solution suite providing offenders' friends and family members'
complete assistance with account funding, account maintenance, and inquiries. Friends and family
members are able to make payments through the following options:
•
•
Securus direct billing
•
•
Local telephone companies
Securus prepay payment methods
Securus also partners with national vendors to further facilitate transaction funding (such as kiosk
Securus also accepts payments from national vendors to further facilitate transaction funding (such
as Western Union), Additional payment options include personal checks, credit cards, debit cards .
and money orders. No other offender telephone provider offers more options to help with
completing calls. No other offender telephone provider has as many billing agreements with local
exchange carriers as Securus.
Friend and family members can make a payment on their Account by calling 1-800-844-6591,
logging into "Manage My Account" online, mailing in a money order or cashier's check. or visiting
any Western Union location.
2.20
2.20.1
"
Customer Service Requirements:
The contractor's live operator and customer service representative shall be available at no
additional cost to the pre-paid account holders between the hours of 7:00 A.M. to 10:00 P.M.
(eT) Monday through Saturday, excluding state holidays.
Securus has read. agrees. and complies.
Securus will provide Jive operator and customer service representatives at no
additional cost to prepaid collect account holders and all other account
holders. Securus customer service is available to friends and family members
24x7x365, which exceeds the requirement of customer service between the
hours of 7:00 a.m. and 10:00 p.m. (CT) Monday through Saturday, excluding
state holidays.
•
Securus is the only OTS service provider in the industry to have created and staffed our own
customer call center for the Singular purpose of providing customer services to friends and families .
Our center is located in Carrollton, Texas and is staffed by Securus professional call center
t::l SECURUS·
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 21111 SetUTUS Technologies, Int. MI Tights reseJVed.
147
,
"';'-1
personnel. Each call center agent is carefully trained and tested before beginning their duties as a
customer service agent and is measured on their ability to solve the callers issue on the first call.
Securus, through its wholly owned subsidiary Securus Correctional Billing Services (SCBS) will
provide a comprehensive solution suite that provides the offenders' friends and family members'
complrete assistance with account funding, account maintenance and inquiries. Friends and family
can use our toll-free number (1-800-844-6591) to speak directly to a "live" agent, or to take
advantage of our easy to use automated system to help them with their needs. For added
convenience, we also offer personal account access via the following methods:
•
SCBS Website - www.correctionalbillingservices.com
•
SCBS e-mail address-customer_service@correctionalbillingservices.com
Our friendly and knowledgeable agents can help customers with the following:
•
•
•
•
Setting up and funding accounts
•
Reviewing call durations and history
•
Learning about Western Union
options
•
Receiving information on new
services
•
Confirming originating facility
•
Reviewing account balances
•
Answering questions and helping
customers with refund requests
•
Managing account notifications
Making payment arrangements
Resolving complaints
Blocking and unblocking numbers
•
We believe that customer service is too important to completely outsource to an outside vendor.
We routinely survey our customers and measure satisfaction ratings so that we can find ways to
improve our servic(~ levels. Our customer service agents are highly trained on offender telephone
system issues and in satisfYing the specific needs of called parties. We offer both English speaking
and Spanish speaking agents.
Friends and family members are able to make payments through the following options:
•
•
Securus direct billing
•
148
Local telephone companies
Securus prepay payment methods
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecurU5 Technologies. Inc. All rights reserved.
•
"
Securus also accepts payments from national vendors to further facilitate transaction funding (such
as kiosk and Western Union) additional payment options include personal checks, credit cards,
debit cards, and money orders. No other offender telephone provider offers more options for
completing calls. No other offender telephone provider has as many billing agreements with local
exchange carriers as Securus.
Friend clOd family members can make a payment on their Account by calling 1-800-844-6591,
logging into "Manage My Account" online, mailing in a money order or cashier's check, or visiting
any Western Union location.
Securus In-House" Customer Service Center
In September of 2009 in an effort to provide superior customer service
Securus made a decision to bring our customer service center in-house. We
believe that customer service is not a function that should be outsourced to an
outside vendor. This decision is an investment in service that cost Securus
millions of dollars. However, we believe that the improved customer service
to friends and family members was worth the additional expense.
•
In 2010 we spent approximately $10 million dollars specifically for the operational expense
incurred to run our customer service center. Today Securus operates a 2S0-seat customer service
center located in Carrollton, Texas, and all customer service representatives and managers are
direct employees of Securus. This is significant to the state agency because we can make moves,
adds, and changes without the necessity of involving outside third-party service providers. No other
national phone vendor of our size can make this claim. We diligently measure and analyzed
customer satisfaction levels each month and take action to make improvements as needed.
Friends and family calls are routed to trained customer service representatives depending on their
service need. This feature promotes quicker call resolution and customer satisfaction by delivering
calls to individuals who are experts in handling that specific call type. Securus also developed a plan
for business continuity in case of a natural disaster.
,
All newly hired customer service agents receive 120 hours of
Extensive
Training
'-
Customer Service Agents
receive a minimum of 120
hours training.
competency and
of
" training, whichasincludes exams to verifyand policies. Oncegraspnew
the
material, such products, procedures,
,
hires complete their training they still receive regular coaching and
feedback occur on the job, and refresher training is given as needed.
Furthermore, all customer service managers are required to listen
to live calls to ensure that we are inspecting what we expect from
our customer service representatives.
Additionally, the effectiveness of the call center is measured by several factors. One specific tool is
the Asher survey. The survey is randomly given to friends and family members who contact our
service center. The Asher survey consists of seven questions and friends and family members are
asked to score questions 1 to 6 on a scale from best (5 points) to the worst (1 point).
•
~
SECUt:l.l)S·
-----
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
149
Since the Securus customer service center came online, our customer satisfaction scoring has
increased month to month, and is now more than 20% better than it was when we used the
"industry standard" approach of outsourcing customer service.
Again, it is Secur'us' goal to reduce the burden on the state agency by
optimizing the convenience to the public and provide answers to
any questions raised by friends and family members of offenders.
Facilities can significantly reduce staff involvement allowing
Securus to handle routine questions and issues that arise. Securus
provides a number of self-service and assisted channels for funding
accounts and resolving friends and family issues related to
communications. We believe our comprehensive funding
mechanisms ultimately create more completed calls.
I
\.
Call Results
94% do not requi re a
trouble ticket
74% resolved on first call
'
\
To maximize convenience, Securus includes several sources of assistance such as:
•
24x7x365 automated phone access (English and Spanish)
•
24x7x365 customer service representatives available through the call center (English
and Spanish)
•
Website access (www.correctionalbillingservices.com)
Securus Correctional Billing Services (SCBS) is operational 24x7x365 and provides live customer
support. Our Customer Service Representatives have access to near real-time customer account
information including, but not limited to the following:
•
Payment History - Including failed payment attempts to help CSRs quickly answer our
customer's questions
•
BlOCked Call Status - Due to late payment and includes the state agency disciplinary
reasons
•
"
Billing History - Including statement date and which calls were billed on which
statement and when the bill was/is due
•
2.20.2
Call Detail Records - With call activity and history including call attempts, connected
calls, call durations, and blocked calls
•
•
Account Balance - Including refund requests
The contractor's customer service representative(s) shall be available at no additional cost to the
state agency personnel twenty-four (24) hours per day, seven (7) days per week including state
holidays.
Securus has read, agrees, and complies.
In addition to the friends and family support described above, all Securus customer service
representatives are available, and will provide customer service, 24x7x365 days including state
holidays, at no additional cost to the state agency personnel.
150
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies,lnc. All rights reserved.
[;:) SECU.~._l)S·
•
Secums will provide this support in the form of two additional levels of support. The first level is
our technical support staff, which will be trained on the state agency-operating environment and is
a. part ofthe Securus technical support organization that is responsible for addressing any issue or
problem regarding the Securus SCP OTS, which may arise at any site or administrative location.
State agency personnel only need to call our toll free number, which is available 24x7x365 to speak
directly with an agent that will be familiar with the state agency's operating environment.
In addition to the technical support staff availability, Securus will provide the contact numbers for
the account team that will be responsible for the communication and resolution of any issue that
t.he state agency may have regarding our SCP OTS or associated operation. The account team will
consist primarily of the Senior Account Executive, Account Manager, Field Services Manager, and
Customer Service Manager.
•
The Senior Account Manager will be responsible for initiating proactive
discussions with the key state agency contacts on a routine basis. The
manager will also ensure that the level of service Securus is providing to
the state agency is exceeding their expectations. This responsibility will
be measured on a routine basis by the Securus Customer Opinion Survey
(COS) and will serve as the main communication vehicle for the state
agency to communicate any issues, concerns, comments (positive or
negative) or deficiencies in our service. The account team will review the
COS on a quarterly basis with the state agency and complete the
following:
•
•
•
Assign due dates for issue resolution
•
Identify and document confirmation of closed issues
Document issues
Assign responsible party
On a less formal basis, the account team members will be available to the state agency contacts on
an as needed basis. They will respond to all calls within two hours and all e-mails within 24 hours.
We realize that the state agency will require immediate and frequent communication with key
Securus team members, and due to the unique state agency operating environment, it is critical to
establish frequent and meaningful communication so issues can be identified before they become
problems, and that creative solutions can be identified to improve efficiencies or remove
impediments.
The Securus account team comprises key individuals that have previous experience with the state
agency and understand the requirement to have frequent and creative working sessions with state
agency contacts_
•
~ SECU.~_l:JS·
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
151
2.21
Maintenance and Support Requirements:
Securus has contracted with ShawnTech Communications to provide
maintenance and support Securus has contracted with ShawnTech
Communications to provide maintenance and support services for all
offender telephones, workstations and associated wiring. Securus has
reviewed all of the state agency requirements with ShawnTech
Communications, and has signed a teaming agreement and Statement of Work to allow Securus to
continue to provide continuity of services for the state agency for the offender phones and
workstations required in the RFP.
ShawnTech Communications will be a subcontractor to Securus and as a result, Securus will be
responsible for all maintenance and support and will be accountable to the state agency for all
contractual requirements.
2.21.1
"
The contractor shall provide all labor, parts, materials, and transportation to maintain the
<>ffender telephone system in compliance with the equipment manufacturer's specifications
throughout the life of the contract. No charges may be made to the State afMissouri far
rnaintenancl~ of the system.
Securus has read, agrees, and complies.
Securus will provide all labor, parts, materials, and transportation to maintain the SCP OTS in
compliance with the equipment manufacturer's specifications throughout the Jife of the contract.
No charges will be made to the State of Missouri for maintenance of the system.
2.21.2
"
•
The contractor must provide maintenance twenty-four (24) hours per day, seven (7) days per
week, including preventive and remedial maintenance as well as all parts and labor. For repair
service, the contractor must be able to respond by arriving onsite at the institution any time
during a twenty-four (24) hour per day basis, three hundred and sixty-five (365) days of the year.
All repairs or replacements must be started within four (4) hours following notification of a
major system failure and the contractor must exhibit to the State of Missouri a best-efforts
approach to completion of the repairs or replacement during the first twenty-four (24) hours
following notification by the State of Missouri. The contractor shall understand and agree that a
l"esponse shall be defined as a qualified technician, certified on the installed equipment, on-site
or the problem corrected.
Securus has read, agrees, and complies.
Securus will provide maintenance 24x7x36S, including preventive and remedial maintenance as
well as all parts and. labor. For repair service, Securus will be able to respond by arriving on-site at
the institution any time during a 24x7x365.
152
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reselVed.
t::l SECLJRl)S·
~...-
•
All repairs or replacements will be started within four hours following notification of a major
system failure and Securus will exhibit to the State of Missouri a best-efforts approach to
completing the repairs or replacement during the first 24 hours following notification by the State
of Missouri. Securus understands and agrees that a response shall be defined as a qualified
technician, certified on the installed equipment:,. on-site or the problem corrected.
ShawnTech Communications, Inc.
Securus will provide maintenance services through our partnership with ShawnTech
Communications, Inc. (ShawnTech). ShawnTech will provide three vendor certified technicians to
support the SCP OTS installed for the state agency. These technicians are currently providing
maintenance services to the Missouri Department of Corrections facilities through an agreement
with the incumbent provider. Securus will enhance the current abilities of the existing maintenance
team by providing additional training on the Securus SCP and all on-site components.
•
Securus has also contracted with the ShawnTech maintenance team to provide on-site maintenance
for all Securus provided workstations, monitors, routers, and Internet access devices (lADs). By
providing this enhanced maintenance package, as well as having a fully integrated trouble reporting
process between Securus and ShawnTech, Securus will be able to eliminate the delay and confusion
regarding maintenance services that exists at some facilities today. Additionally, Securus has
proposed to replace all existing phones and upgrade them to higher quality phones than are
currently in use in your facilities. We believe this will address historical problems and eliminate
current issues associated with phone quality and associated repair services.
To meet the state agency's maintenance requirements, ShawnTech will strategically place
technicians in the following maintenance zones, presented in the following table, to provide
maximum service coverage.
Service Zones - Average Drive Time
6
Kansas City
72
71.3
7
Service Zone 2
Lohman
76
60.4
7
Service Zone 3
St. Charles
90
84.9
20
•
Service Zone 1
Total
Average
79
72.2
The overall statewide average drive time is approximately 79 minutes to a facility. Shawn Tech
technicians are equipped with laptops, cell phones, and pagers for complete accessibility for
responding to trouble conditions. Technicians will be routed to all service requests through the
Securus HEAT trouble ticketing process. The Securus trouble ticket process is illustrated in the
follOwing figure .
I:> SECURUS::.;.:._.....
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, 'nc. All rights reserved.
153
Trouble Ticketing Process
Proprietary and Confidential
Technical
Support
Dispatch
Assigns to
Field
Technician
Field
Technician
Starts Travel
•
'--._~-_1=
. .
Field
Technician
On-Site Start
Repairs
'~
~
..
------~
Field
Technician
Complete
Repairs
ij._---_.
In all instances, service will be requested through the Securus toll free number an~ ShawnTech
service personnel will be dispatched through HEAT to ensure documentation and timely resolution
of all service tickets. The following tables present the state agency facilities.
•
154
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECURUS...:..---
Missouri Correctional Institutions Service Zones
Proprietary and Confidential
Service Zone 1
Office Base: Kansas City
Phones
Travel Miles
Drive Time (min)
Boonville
59
115
106
Chillicothe - Mo
93
82
92
Crossroads Correctional
92
45
48
Maryville Correctional
23
92
87
Western Reception &
Diagnostic
111
49
49
Western
105
45
47
483
71.33
72
Site
Averages
•
Service Zone 2
!
,~:
------------------=v------'-------.-
---
Office Base: Lohman
Site
,- - - ' " - - - - - - -
Algoa Correctional
-- -
--
--------- -
Fulton Reception. &
Diagnostic Center
iJclfu~~-ci;;' Correctional
I Licking/So~~h-C;~~~al
.- . - -.-----
Phones: Travel Miles
i
-_. -- +
61
22
79----------
------
~-----~-
50
,------- -- -3-3-------1
107
T
------..,.
34
37
22
147
94
i
Drive Time (min)
-----------1---------1
i
--- 1"2"8 '
------1
---I
~,~.~----
Moberly Correctional
64
75
78
Tipton Treatment Center
58
32
44
Ozark Correctional Center
26
128
529
60.43
--------- -.-------+---------------;-----_. -
- - - - - - - - - - - -------
Average
--------_. ---------_.
+
------.~
167
---
76
' - - - - - - - - - ' - - - - - - ---- -- - - - ' - - - - - - -
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
155
I
Service Zone 3
,
Office Base: St. Charles
1--.----------..-..- - - - - , - - - j
Drive Time (min)
Phones
Travel Miles
167
76
80
135
88
95
Northeastern Correctional
127
66
74
Southeastern Correctional
88
171
158
Potosi Correttionai Center.
49
Women's E~~~Re~~~&- - - - - ; . - - - I Diagnostic
70
84
95
79
, Missouri Eastern
53
30
689
84.86
Site
_ " -"'---'-' - - - - - - - - + ..
-+- -
Bonne Terre/Eastern
Reception
Farmington C()rrectional
l
------r-~
-. - - -.. - ------------1-------~---
I
t-- -. --
Average
'--'r'
87
41
90.00
Preventive Maintenance
At) aggressive preventive maintenance plan will ensure that the SCP OTS and all supporting
equipment are kept: in good working condition and working at optimal levels. Securus' objective is
to minimize the percent of downtime with proper preventive maintenance.
•
The Securus provided Shawn Tech Technical Field Team will schedule monthly premise visits to
conduct hands-on inspections. The offender telephone dials and handsets will be checked for
fUnctionality, usabUity, appearance, and voice quality. All backboards, telephones, and wiring are
checked. System inspections include cleaning filters, fans, and system internal parts. The circuit
interfaces are checked for errors to ensure that all connections are clean and secure. All
workstation functions are thoroughly tested. Routine traffic analysis for stations and trunks are
conducted remotely prior to arriving on site to identify any areas of concern; i.e. failing telephones
or lines. This proactive measure is important in identifying potential problems and minimizing any
downtime for the phones. Ongoing remote and onsite assistance is available to all users. The
following table provides an example of the detailed Preventive Maintenance Checklist used by
technicians.
•
156
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SeClIrus Technologies, Inc. All
rights reserved.
~ SECURl)S·
---
Preventative Maintenance Checklist
Offender Phones
Tests and Checks Performed
Frequency
1. Check - Dial pads. (Listen for tones on all keys)
Monthly
2. Check - Handset cords
Monthly
3. Check - Hook switch
Monthly
4.
Check - Handset for voice clarity
Monthly
5.
Check - Missing or loose screws on phones and enclosures
Monthly
6. Check - Manual cut off switches
Monthly
7.
Check - TO 0 device - Make a test call
Monthly
8.
Check - Lightning protection properly grounded, if applicable
Monthly
9. Check - The signage on each phone and replace if needed
•
Monthly
10. Verify - Station ID list that is on the OTS
Monthly
11. Check with the site point of contact to insure all issues are documented
Monthly
Call Control Equipment
Tests and Checks Perfonned
1.
Check - Check that all trunks are fully operational
Frequency
Monthly
2. Check - System resource levels.
Monthly
3. Check - Hard drive usage.
Monthly
4.
Check - UPS is fully charged and operational & not in alarm
5. Check - Analog (Bl) lines connected to Offender Phone System. Perform
Bimonthly
Monthly
dial-up test
6.
Check - Backup files. Insure that system is backing up files properly.
7. Check - All system clocks are updated properly
8.
Vacuum dust filters in the Offender Phone System
9.
Rinse dust filters in the Offender Phone System
10. Vacuum cooling fans on all systems, if applicable
•
11. Generate a monthly trunk usage report
[;:) SECl,J8US'
---
Monthly
Monthly
Monthly
Quarterly
Quarterly
Monthly
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
157
I
Workstations
/
Tests and Cbecks Performed
Frequency
1. Test - CD drive able to burn call recordings
Biweekly
2. Check - Printer ink supplies
Biweekly
3. Check - Listen to calls from the workstation
Biweekly
4. Check - Responsiveness of the workstation
Biweekly
5. Test - Call Seareh
Biweekly
6. Test - The ability to turn the phones On and offfrom the workstation
Biweekly
7.
Biweekly
Test - Perform live monitoring
8. Test - Printing reports to printer
I
Biweekly
Network Components
Tests and Checks Performed
1.
Frequency
Check - CSU /DSU Unit for errors. Log errors in service report and clear
memory buffer.
Quarterly
I
t
•
Software Checks & Tests
I
Tests and Checks Performed
Frequency
1. Check - Replication.
Monthly
2. Check - Offender Phone System - Check/Verify system settings are correct
and modules are operational.
Monthly
3. Check - Facility branding
Monthly
4. Check - Calls for proper start/stop, origination, destination, PIN numbers
Monthly
158
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Sewrus Technologies, Inc. All rights reserved.
t::l SECl,J~_US.-
•
2.21.3
"
At no additional charge to the state, the contractor must provide online connectivity in order to
proactively monitor and maintain the offender telephone system at each individual location
identified in Attachment #1. The contractor must not utilize dial-up connectivity in order to
monitor and maintain the offender telephone system.
Securus has read, agrees, and complies.
At no additional charge to the state, Securus will provide online
connectivity in order to proactively monitor and maintain the
offender telephone system at each individual location
identified in Attachment #1 of the RFP. Securus win not use
dial-up connectivity in order to monitor and maintain the
Securus SCP OTS.
NOC Monitoring Center
Securus Network Operations Center
•
The Securus SCP OTS is constantly monitored and maintained
by Securus employees from our Network Operations Center
(NOC) at our headquarters location in Dallas, Texas. This
service center is staffed 24x7x365 by network experts who are
certified in the systems and software used to monitor all SCP
functions and equipment, as well as the associated network.
The NOC maintains failure reports, service history and other
diagnostic information, which will be available to the state
agency when requested.
NOC Administrators monitor, alilgnose and
resolve any system or network
abnormalities in !he Securus Network
Operations Center.
The SCP OTS provides continuous online diagnostics and
continuous supervision, as well as local remote offline system control access for advanced
programming, diagnostics, and troubleshooting. The Securus SCP OTS will provide access to the
built-in advanced diagnostics and program control by Securus service center personnel and will
provide failure reports, service history and other diagnostic information.
The entire state agency SCP OTS installation will be continuously monitored. The NOe will maintain
the names and contact information for an Securus employees who will be accountable for any
actions required to prevent or repair any outages for the state agency. Securus will follow state
agency protocols for communicating outages or repair actions in the unlikely event these occur.
Premium Network Monitoring Capabilities
Securus proactively identifies potential system and network abnormalities through a centralized
diagnostic application, Orion by Solar Winds. This network management software allows Securus
personnel to continuously monitor an hardware, software and system metrics.
Through our network monitoring practices, we are able to complete the following functions:
•
•
Enable proactive repairs to a system to prevent it from going down. Many times
corrections are made before a system shows signs of an issue and before the facility is
aware of a problem. This means less down time and increased system reliability for the
facility .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, I nco All rights reserlled.
159
•
Alert remote or on-site engineers of any system threshold inconsistencies or alarms.
If detected:
o
Alerts are sent to the NOe to track the event.
o
The NOe communicates with engineers through e-mail. short message service
(SMS). or directly through a wireless phone to address the issue.
•
Receive real time alerts when the system detects an error.
o Identifies if the network elements health threshold has been exceeded or if any
other potential system issue has been discovered.
o Establishes volume thresholds for each transport carrier on core node equipment at
each data center, alerting Securus personnel of possible carrier network issues.
•
Monitor call traffic patterns, bandwidth detail, and network life cycle management
to ensure sufficient resources are in place. A separate capacity engineering team
reviews call traffic volume reports and storage requirements throughout all systems.
•
Centrally monitor all calling traffic and reporting to determine if increase or
decreases in the number of telephones are needed. Upon agreement by the state
agency. the service and operations team will install any additional telephones required.
•
System administrators make scheduled inspections of all systems and routinely perform
preventative maintenance and software enhancements. A production change control' steering group
controls these activities. Additionally, change control practices have been reviewed and are
compliant with Sarbanes Oxley standards.
Remote Programming, Diagnostics, and Troubleshooting
The Securus Noe uses the Orion network monitoring application to constantly "ping" and watch
over the health of the OTS. We are constantly checking the system to ensure optimum performance
and to anticipate the need for additional network or capacity.
Visual monitoring in our NOe is achieved through the utilization of several key screens that are
constantly being updated and monitored by our personnel in our NOe. For example. the following
160
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
I.bJ 2011 Securus Technologies. Inc, All rights reselVed.
[ ; ) SECl,JfJUS'
.......--
•
figure is a screen shot of the monitoring screen that is used to continually ping and monitor
equipment on-site at your facilities.
Adtran and Connection
Proprietary and Confidential
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The upper left hand corner of the screen depicts the average response time from the ping test and
the resulting packet loss. In the event the standard parameters are not met, the system will provide
an alarm and NOC personnel are required to take specific actions to ensure that were are meeting
our own quality standards. Importantly, ifthe state agency requires additional standards above our
Securus rigid quality objectives, Securus will work with the state agency to incorporate those
standards for your installation. The SecufUS NOC is a sophisticated and complete network
monitoring center and is staffed by our own employees and uses the latest state-of-art monitoring
software.
The following figure depicts the screen used to monitor our private network and the "traffic" that is
being processed in our network.
•
~
SECUr::IUS---
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.
161
---------------
----------------------------------------------------------------~-----.
Interface, MPLS Circuit, and Traffic
Proprietary and Confidential
~CICWis. iliff ~
IIINIIIWA".,..1NOIn
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This screen will monitor offender calling traffic. This tool is very critical to ensure that the quality of
the network is maintained.
Securus will continually monitor online connectivity between the Securus SCP OTS and each facility
through the Securus provided MPLS private data network. This network is continually monitored
by both ()ur business partner, AT&T, as well as by the Securus NOe. The MPLS network is a
completely private network and is configured to be used only for connectivity between the state
agency and Securus. Each location is monitored separately and the monitoring includes the
162
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved_
~ SECU.~l)S·
-..----
•
equipment on site at each site so that we can analyze call throughput from the offender phone to
the called party.
2.21.4
"
The offender telephone system must be capable of performing remote diagnostics to determine if
a problem is with the telephone unit or with the telephone line.
Securus bas read, agrees, and complies.
The Securus SCP OTS will be capable of performing remote diagnostics to determine if a problem
exists with the telephone unit or with the phone line.
.
To ensure that our SCP OTS will operate 24x7x365, our Field Service Technicians will perform
proactive routine checks of all phones, network connections, and hardware. You will see our
personnel on-site making test calls, checking equipment, and communicating with state agency
personnel. Our continual monitoring of the network from the Securus NOC backs up our Field
Service Technicians.
•
2.2}.5
"
The contractor shall be able to keep the state agency up to date on customer and technical
support issues through email notification.
Securus has read, agrees, and complies.
Securus will keep the state agency up to date on the customer and technical support issues through
email notification.
Securus as prime contractor accepts full responsibility for notifying the state agency of all customer
and technical support issues. Securus has carefully identified all of the input points that the state
agency may use to report customer and technical support issues. We have created all of the
required interfaces to ensure that the state agency will be kept up to date on such issues.
These input points include interfaces with the Securus provided site administrator located at Huber
& Associates, ShawnTech field technicians, Guarded Exchange call monitoring center, and the
Securus help desk. In each instance, e-mail notification processes will be in place by Securus to the
state agency to provide the required notifications.
system Alerts
SeCLlrus has the ability to create an unlimited number of alerting conditions within the Securus SGate user interface. During the implementation process and at the time the Securus OTS is
configured for your operating environment the Securus implementation team will identify your
requirements to keep the state agency up to date on customer and technical support issues. These
requirements will be configured in the OTS and when a customer or technical support issue occurs,
the appropriate e-mails will be sent to pre-identified state agency contacts.
•
The following figure depicts a partial listing of the potential alerts that can be set up in the Securus
OTS .
t:l SEClJ.F:U~S+
--..... _.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
163
Managing Alerts
Proprietary and Confidential
~ SERVER - High PlItket Lon
@ SEAVER -Interface downale.t
~ SEAVER -JBDSS - Free MI:IIIQIYAIett
~ SEAVER ·JBDSS . TlYead Pool Queue Size Alert
~ SEAVER -JBOSSIDP· CalStateE~ComumerCount!= 1
• ~ SEAVER -JBOSSIfS· t:JpdbAvlliableComedianCount <5
~ SE AVE R - JB OSSIFS . poyAvalableCcmec:tionCourn ( 5
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SERVER -JBOSSIIS • irtSvcso\vaiableConnectiorCcnmI <5
(i!) SERVER ·JBOSSIIS • scpI)ebAA.vaiabietonn.dionCCIIlt <5
SERVER ·J80SSIIS •SeMeIEn!llColri) 10
~ SERVER ·Nodedown~
~ SERVER· Node down oIert 145m)
@ SERVER· N~ reboot alert
~ SERVER. Node reboollllert ·Iiurt
~ SERVER· Opef1M-.geAAav Disk SIMA
@ SERVER -OpenM1!MgCFanStalul
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~
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~ TECHSUP - CPU LoadFaetoI.) 5
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•
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@ TECHSUP -Interface clown aIect
@ TECHSUP - Node r~ IIIert
@ TECHSUP - Node r~ aIerI- Uu
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Ubiquly Se!Yi<:e Hoct High R~s Pel Searrd
-------
--
•
Additionally, each alert is highly customizable, as shown in the following figure.
164
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, I nco All rights reserved.
t::l SECl)RUS.-.-.j,---
Editing Alerts
Proprietary and Confident/al
[Gerw~IT_~rRa8l~ IAIert~ 1_~ofD.y1 T.AdtonSI~~·1
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•
...
The Securus OTS can define the alerting criteria using an unlimited number of conditions, allowing
fine tuning along the lines of one application with a met condition, or a global rule set (such as any
disk over 90% utilization),as shown in the following figure .
•
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
165
Defining Alert Criteria
Proprietary and Confidential
.: 08iiet.l!!iii!CondiaReset~ J~ ~ IhnoOfDly I TrVpef_Adions tRe. AdIXIS I
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•
The following figure includes Time Trigger Escalation alerts if the alarming criteria have not cleared
in a specified timeframe.
166
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2.011 Securus Technologies, Inc. All rights reserved.
00 SECI)Rl!S'
•
Time Trigger Escalation Alerts
Proprietary and ConfidentiaJ
0Qr1il1 TrIggef ~ IRe$a COndIIOn IAJed S\aIressiarII Tille D!~,
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•
2.21.6
fI
The contractor must provide twenty-four (24) hour, seven days per week immediate telephone
support for state agency personnel to resolve technical problems for hardware, software, data
connectivity, contractor network, monitoring, and recording system. The contractor must
provide immediate access to a person knowledgeable and able to provide information to resolve
the problems.
Securus has read, agrees, and complies.
Securus will provide 24x7x365 immediate telephone support for state agency personnel to resolve
technical problems for hardware, software, data connectivity. contractor network. monitoring, and
recording system. Securus will provide immediate access to a person knowledgeable and able to
provide information to resolve the problems.
Securus Technical Support Center
•
Securus provides superior customer service from our own technical support center located in
Carrollton. Texas. The Securus' Technical Support Center (TSC) is staffed by approximately 40
~SEC~yS-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved_
167
Technical Support Representatives dedicated to serving our clients. The TSC support technicians
help resolve problems quickly while providing superior customer service. The average tenure of
our support management is five years, with our technicians averaging three years. Securus recently
celebrated 25 years of operations in the corrections industry and our support staffs experience is
second to none.
Secums currently has more than 70 patents issued and more than 40 patents
pending, all of which are supported by our TSC. No competitor can match Securus'
TSC experience in working with corrections officials to quickly resolve and manage
calling programs. Securus' experience and technology allows us to create and
manage calling programs for corrections facilities that put top priority on
providing safety and security to the public.
Securus' TSC serves as a single point of contact for facility staff to request service or make inquiries
24x7x365 that be tontacted using the following convenient methods:
•
Telephone - 866-558-2323
•
E-Mail--technicalsupport@securustech.net
•
Fax - 800-368-3168
•
Web Portal- https://www.securustech.net/faciJity/Defaultasp
•
Securus' TSC offerl.; the following features for its customers:
•
Technical support 24x7x365 days a year, including holidays
•
Staff of SO support professionals fully trained to answer calls and provide superior
customE!r service
•
Service event tracking to drive efficient resolutions
•
Prioritized calls and analyzed reports to ensure Service Level Agreements are met
•
Secums certified technicians to provide quick problem resolution
•
System and individual site connectivity monitoring 24 hours a day, 7 days a week, 365
days a year, including holidays
Securus technicians receive internal Securus certifications, based on our business and the products
and services we support.
Call Routing
The TSC manages the flow of inbound calls through a call distribution system that routes calls
directly to our SUpport technicians in a skills-based, platform specific manner. Secums establishes
response times and service level agreements consistent with state agency reqUirements. Service
calls are answered by live technicians in order to provide timely and quality customer service.
Upon contact from a facility. each service request is assigned one of three initial priority levels, each
with its own resolution and escalation timelines. Every effort is made to resolve the problem
remotely within the designated timeframes and many service requests can be resolved during the
168
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecLlrus Technologies, Inc. All rights reserved.
E;0l SECURIJS'
___... _.
•
initial request. If the service request cannot be resolved remotely, a field service technician is
dispatched to the facility to expedite resolution.
Event Tracking System
The TSC uses an event tracking system that logs. tracks, manages, and assures appropriate
response to all service requests. The service request generates a trouble ticket with priority level
assignment which drives diagnosis and response processes. The support technician performs initial'
problem diagnosis and isolation procedures, determines the nature of the problem and either
resolves the problem or engages the appropriate party for problem resolution. The TSC retains
ownership of all service requests and is responsible for the escalation and update functions.
The TSC at all times, retains ownership of any reported queries, and is responsible for the
escalation and update functions. Every effort is made to resolve the problem remotely, within the
framework of the RFP resolution timeframes.
•
On-Site Maintenance Services
Securus will be providing the on-site maintenance services through a subcontract with ShawnTech.
ShawnTech is currently providing maintenance services to the Missouri Department of Corrections
through an agreement with the incumbent provider. Securus has chosen ShawnTech to provide
maintenance services to ensure that there will be no disruption in the service levels upon transition
to the Securus SCP platform.
Securus has completed selected inquiries with state agency personnel to understand the level of
satisfaction with the current levels of service you are receiving. We found that while there are areas
for inlprovement, which we have addressed in our plan, overall the level of service has been
acceptable. Securus also wanted to retain the existing knowledge base and experience by retaining
the e1{isting maintenance personnel. The option to use ShawnTech personnel was evaluated
carefully against the advantages of using existing Securus maintenance personnel. When all
elements were considered, we chose ShawnTech with additional services added. to provide
maintenance services for your facilities.
In selecting Shawn Tech, Inc. to provide maintenance services, Securus wanted to
be certain that we created additional value for the state agency, which was
reflective of issues that needed to be addressed in the current maintenance
arrangement as well as add new processes to ensure continuity between
Securus and Shawn Tech. As a result, ShawnTech will be fully integrated with the
---_.~-j;:"""''''¥__--•..
Securus HEAT trouble reporting system and all service requests will be reported
-:=:,:and tracked through the Securus HEAT system and reported to the Securus Technical Services
Group (TSG). This will ensure that all service requests are tracked, timed and closed out to the full
satisfaction of the state agency.
•
In order to achieve this full integration between Securus and ShawnTech, we will create an
integration between the Securus HEAT trouble ticketing system and ShawnTech's TeleDoc Web
portal. This will substantially differentiate the Securus solution from all others in that there will be
essentially two systems that will be tracking service requests. The Securus HEAT trouble
reporting system will be the main system that is providing all documentation and management of
t;:l SEC\,J.~YS·
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Missouri DOC RFP No, B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.
169
.
~.
service requests. At the same time, the Shawn Tech TeleDoc's web portal will provide the required
visibility to the ShawnTech technicians so that information can easily flow to the technicians.
Because the Securus HEAT system and the ShawnTech TeleDoc' system will be able to communicate
with each other, all tickets and associated response times and actions will be documented in both
systems. This wlll ensure close communication and accountability between Securus and
ShawnTech.
Escalation
If a dispatch is not required Securus notifies the facility when the service issue is resolved. If a
technician is required, Securus contacts the customer with_ an estimated time of arrival.
The following supelvisory personnel represent the escalation chain:
•
Technical Support Department
•
Technical Support Manager
•
Technical Support Director
•
Regional Field Manager
•
VP Service and Technical Operations
•
The following contact information is provided to the state agency to provide the agency with
complete confidence that any problem will be solved in a timely manner.
Robert Reynolds - Technical Support Manager
Region Office: 469-546-0176
Cell: 817-564-5301
E-mail: rreynolds@securustech.net
Debbie Cates - Director Technical Support
Office: 972-277-0314
Cell: 214-476-6351
E-mail: dcates@securustech.net
Pat Robertson - Regional Field Service Manager
Office: 502-432·5924
E-mail: probertson@securustech.net
Danny De Hoyos - VP Service & Technical Operations
Office: 972-277-0474
E-mail: ddehoyas@securustech.net
No competitor can match Securus' T~C experience in working with corrections officials to quickly
resolve issues and manage calling programs. Securus' experience and technology allows us to
create and manage calling programs for corrections facilities that put top priority on providing
safety and security to the public.
•
'170
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, I nco All rights reserved,
t::l SECUfl,~S-
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Proactive Communications
Securus will provide the contact numbers for the account team that will be responsible for the
communication and resolution of any issue that the state agency may have regarding our SCP OTS
or associated operation, The account team will consist primarily of the Senior Account Executive,
the Account Manager, the Field Services Manager, and the Customer Service Manager,
The Senior Account Manager will be responsib.le to initiate proactive discussions with the key state
agency contacts on a routine basis and to ensure that the level of service that Securus is providing
to the state agency is exceeding expectations. This responsibility will be measured on a routine
basis by the Securus Customer Opinion Survey and will serve as the main communication vehicle
for the state agency to communicate any issues, concerns, comments (positive or negative) or
deficiencies in our service. The account team will review the Securus Customer Opinion Survey on a
quarterly basis with the state agency and issues will be documented, due dates assigned for
resolution and confirmation of closed issues will be identified and
documented,
•
On a less formal basis, the account team members will be available
to the state agency contacts on an as needed basiS and will return all
calls within two hours, and will respond promptly to all e-mails. We
recognize that the state agency requires immediate and frequent
communication with key Securus team members and t~at due to the
unique operating environment of the state agency, it is critical to
establish frequent and meaningful communication so that issues can
be identified before they become problems and that creative solutions can be identified that
improve efficiencies or remove impediments. The Securus account team has key individuals on the
team that have previous experience with the state agency and understand the requirement to have
frequent and creative working sessions with state agency contacts.
2.22
Reporting Requirements:
2.22.1
The contractor shall provide a Call Detail Report to the address specified herein not later than
the lOth calendar day of each month. This report must detail each call during the reporting period
(monthly) and include the following:
a. Institution name;
b. Originating number;
c. Terminating number;
d. Time of day of the call;
e. Length of the call;
•
f. Amount charged for the call; and
g. Gross revenue.
~
SECv'8.L:JS·
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Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
171
~----------------------
"
---------------------------------------------------------------------~----
Securus has read, agrees, and complies.
Securus will provide a Call Detail Report to address specified in the RFP not later than ~he 10 th
calendar day of the month. The report will detail each call during the repQrting period (monthly)
and include the following:
•
•
Originating number;
•
Terminating number;
•
Time of day of the call;
•
Length of the call;
•
Amount charged for the call; and
•
2.22.2
Institution name;
Gros!) revenue
Upon request by the state agency, the contractor must provide specific information for tracking
offender (;alling activities and calling patterns by individual telephone numbers, and for billing
purpose!; via email. The following reports should be available for monitoring and billing
purpose!;:
•
a. The monitoring reports provided by the contractor must be sorted by any or all of the
following criteria:
1)
2)
Institution name;
3)
Originating number;
4)
Terminating number;
5)
Date of call;
6)
Time of day; and
7)
"
Daily Statistical reports;
Length of call.
Securus has read, agrees, and complies.
As requested by the state agency, Securus will provide specific information for tracking offender
calling activities and calling patterns by individual telephone numbers, and for billing purposes via
e-mail.
•
172
MiSSOlJri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
[;:) SECIJ.~lJS·
_--
The monitoring reports provided by Securus wiJ] be sorted by any or all of the following criteria:
•
Daily Statistical reports
•
Institution name
•
Originating number
•
•
Terminating number
•
•
Time of day
Date of call
Length of call
b. The billing reports provided by the contractor must or sorted by any or all of the following
criteria:
1)
2)
Amount charged per call;
3)
Gross revenue;
4)
Daily Statistics;
5)
Monthly Statistics;
6)
Called party/number accepting report;
7)
Fraud/velocity report;
8)
Separate Institution Totals and Statistics;
9)
•
Call Detail report;
All Institutions Total and Statistics·;
10) Total Calls;
11) Calls by Date;
12) Time of Day; and
13) Length of a Call.
•
t::l SECURUS·
-~ ....-.
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.
173
•
Securus has read, agrees, and complies.
Securus will provide billing reports that are sorted by any or all of the following criteria:
•
•
•
•
•
Call Detail report;
Amount charged per call;
Gross revenue;
Daily Statistics;
Monthly Statistics;
•
•
•
Separate Institution Totals and Statistics;
•
All Institutions Total and Statistics;
•
•
•
Total Calls;
•
Length of a Call.
Called party/number accepting report;
Fraud/velocity report;
•
Calls by Date;
Time of Day; and
c. The contractor should be capable of providing additional custom reports upon the request of
the state agerlcy at no additional cost to the State of Missouri.
"
Securus has read, agrees, and complies.
Securus is capable of providing additional custom reports upon the request of the state agency at no
additional cost to the State of Missouri.
By choosing Securus as your offender phone provider, you will have the comfort of knowing that
you will have the most choices in standardized reporting in the offender telephone industry. If we
do not have what you are looking for, we have the capability of adding and developing customized
reports to meet your needs. In the event that the report(s) requested will require substantial
development and production efforts, Securus agrees to work with the state agency to identify and
commit to a mutually agreeable timeframe for the report(s).
2.23
Contractor Monitoring Requirements:
Securus will provide the required Contract Monitoring functionality through a subcontracting
agreement with Guarded Exchange LLC (GEX). Securus has met with Guarded Exchange on several
occasions to discuss the specific requirements of this RFP and to define the human and technology
resources required to achieve the required result of listening to five percent of all offender calls.
174
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecurU5 Tecnnologies, Inc. All
rights reserved.
t::l SECl)I3US'
--.. _ _
•
During our due diligence, Guarded Exchange provided Securus with a demonstration of their
software solution and discussed the interface requirements with our technical staff. This meeting
was held on February 18, 2011 at our headquarters location in Dallas, Texas. At this meeting
Securus executives recognized the potential to expand this application beyond the current
opportunity to a broader base of Securus customers.
Because of our discussions, the demonstration by Guarded Exchange and the mutual commitment
to the quality of the service to be provide to the state, Securus believes that the partnership
between Guarded Exchange and Securus is the best option for the state agency.
Guarded Exchange and Securus have identified the following objectives for our collaboration:
To create an investigative service that will exceed section 2.23.1 requirements and provide the
Missouri Department of Corrections, Office of Inspector General with the following:
1. The capacity to certify that five percent of all offender calls have been listened to and
reviewed over the term of the contract
2. The highest quality calls in terms of actionable information after having been screened for
information consistent with the parameters established by the Office of Inspector General
•
3. Only calls that have first been listened to by trained call center monitoring personnel, have
been reviewed by a trained Level 2 manager and have been supported by documentation
identifying why they are ready for investigative personnel
4. A scalable solution that will adapt to the calling volume of the state agency during the term
of the contract
The Securus and Guarded Exchange partnership is unique when compared to other partners that may
be presenting solutions for this requirement because of the follOWing:
1. Securus has the financial stability and strength to continue to support both the Securus SCP
OTS platform requirements and the Guarded Exchange resource requirements that will be
needed to achieve the desired results over the course ofthe contract
2. Securus has the technical experience and resources to commit to the implementation,
deployment and ongoing support that will be required to bring this new service to the
Missouri DOC and improve it over the life of the agreement.
3. Securus has the greatest number of accounts and associated calling data under one calling
platform, which can potentially be used in the future to supplement the DOC calling data
provided to the Missouri Office of Inspector General (I.e. largest number of Missouri
facilities under one platform).
4, Securus is proposing to supplement the Guarded Exchange capabilities with the following
added functionality to increase the quality of actionable investigative information provided
to the Office of Inspector:
a
•
The best three-way call detection in the industry that will detect more three-way
call att~mpts than anyone in the industry
a
The ONLY real-time, patented, call forward detection in the industry based on
carrier-class office signaling to provide the highest level of reliability
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
175
o
sep OTS Key Word spotting technology that will provide a "first look" for call
monitors into possible criminal activity based upon key words identified by
investigators
o
Covert Alert monitor feature that can be used after the caller or called party had
been identified as suspicious (including alert to Guarded Exchange call monitors).
o
The highest call completion percentage in the industry with more than one
million calls recorded per day which provides the most calls available to monitor
o
lUi investigative voice biometric capability that can be used to scan recordings
for suspicious activity (optional) to identify and expose offenders who try to hide
their identity or alert investigators if other offenders appear on the line
o
Proactive account team, consisting of experienced Securus and Guarded Exchange
managers, who will meet with the state agency and the Office of Inspector General
on a routine basis to improve, grow, and modify the defined services over the course
of the contract.
REVISED PER AIVlENDMENT #001
2.23.1
To assist the State of Missouri in effectively managing the substantial increase in telephone call
volume, the contractor shall be responsible for listening to and reviewing a minimum of five
percent (5%) of all offender calls at no additional cost to the State of Missouri. The five percent
(5%) of offender calls monitored shall be based on 1) the usage oftechnology to filter calls and
then contractor's stafflistening to calls filtered by the technology and 2) contractor's staff
listening to calls based upon strategies established and prOVided by the Department of
Con-ections, Office of the Inspector General. In providing the required monitoring and review of
offender calls, the contractor shall incorporate the intelligence gathering strategies established by
the Department of Corrections, Office of the Inspector General. The contractor-provided
monitoring shall utilize a combination of technology and sufficient personnel for the purpose of
collecting intelligence from the offender telephone system to identify, at a minimum, the
following:
3.
•
Suspicious or suggestive key words or phrases;
b. Phrases that suggest threats to the security of the facility and its personnel; and
c. Criminal activity outside of the facility.
If
Securus has rt~ad, agrees, and complies.
Securus will be contracting with Guarded Exchange LLC, a Missouri-based company, to fulfill the
requirements for call monitoring. Specifically, Guarded Exchange will be responsible for the
following:
•
176
Provide a sufficient number of personnel to listen to an.d review a minimum offive
percent: of all offender calls at no additional cost to the State of Missouri. The five
percent of offender calls to be monitored will be based on the use of proprietary data
mining and filtering technologies and other proprietary strategies in conjunction with
the intelligence gathering priorities established by the state agency and the Office ofthe
Missouri DOC RFP No. B2211019 for an Offender Telephone System
© 2011 Secorus Technologies,lnc. All rights reselVed.
~
SECURL:JS'
____ _
•
Inspector General. In providing the required monitoring and review of offender calls,
Securus, through Guarded Exchange, will incorporate the gathering strategies
established by the Department of Corrections, Office oflnspector General. The
monitoring will use a combination of technology from Guarded Exchange and Securus
and sufficient personnel for the purposes of collecting intelligence from the SCP OTS,
•
The use of sufficient personnel, strategies, and technologies that will identify at a
minimum the following:
o
Suspicious or suggestive key words or phrases
o
Phrases that suggest threats to the security of the facility and its personnel
o
Criminal activity inside and outside ofthe facility
Securus has entered into a subcontracting partnership with Guarded Exchange and Shawntech to
provide the required services. Securus will provide Guarded Exchange with call recordings at the
approval of the state agency and will provide Guarded Exchange with access to the SCP OTS.
Securus will also provide Guarded Exchange with call records, and the associated interface to
access records, that will be required to facilitate direct input into the Guarded Exchange proprietary
software for the purposes of this specification.
•
In addition to the daily and or weekly business meetings with the Office of Inspector General,
Securus will also co-chair an account team, consisting ofSecurus and Guarded Exchange managers .
The team will be proactive in meeting with the state agency and the Office oflnspector General on a
routine basis for the purposes of reviewing the success of this solution, making adjustments as
necessary, and participating in creative sessions to add to this solution.
2.23.2
rJ
The contractor shall submit all gathered intelligence in a fonnat specified by the Department of
Corrections, Inspector General Office. All gathered intelligence shall be submitted to the
Department of Corrections, Inspector General Office, upon discovery.
Securus has read, agrees, and complies.
Securus will submit all gathered intelligence in a format specified by the Department of Corrections,
Inspector General Office. All gathered intelligence would be submitted to the Department of
Corrections, Inspector General Office. upon discovery,
The following figure presents an example of the Guarded Exchange report that will be submitted to
the Department of Corrections, Inspector General Office.
•
t;::l SECURUS'
~;...:;:-,.
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technolo~ieSr tnc. All riBhts reserved.
177
Inmate Call Monitoring Analysis Report
Proprietary and Confidential
~UI calls PIlCH
41000 ~.F!~"e<!_
S.2~
carls
~nt.1~ Monitored
W+Hi&im __=:=:::c::=: :
DOC
Selected
G£lt
1.~___
3
Audited _ ~_~~~'.:~
:::1: .= :..
4
5 Tot.1
10.00% Prlorille!
'.OM!
_...
1
None
so:ooii
_]
_ _ _ _..._ _ _ _ _ _ _ _ _ lS9
47
50
1
2
3
1
2
__ .__~ •• __ ._.43.
251
74
78 - - i - -i ._-;. - - - 1 - ' - f12
61
~O~!~~~."'lW,!l
55
17
iii---o--!-1
0
1.6
,calls to Parolees
145
43
46
1
2
42
1!I~~.:_~mate
54
16
17
0
1
1
0
1
3
15
'HotUst·P/lonoll
4a-l~--- i6~O-o--i-o-o'--i-i1
~1?~1~!a!ers
~ Leac!ers
phone# call P.:.tteml
__= jt::
~J.!f.is:~Y~m_~1~2S~d~~L.
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adL
~
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M~~~i~j~~
.
~.
167
1
.._
,
__
L
2
II
.J
..
9 _ _1~
2
_______________~i~82~--~~~~~~-----~S~7:::~~O~~----~----~--~O~--~----~3
~~54
_ _ _ _ _ _ _ _ !~ _ 72! _ _ _ 7~.. _ _S _ _ _ _ _ _ _ ~ _ _8 _ _4~_~-m
_
9
16
•
Pho""IStcps
NOw p-haneli'Dial'
Law.l!!.ig!I Yolume {~2S'lli.!!!!aJ.
159
Mx.
__
:C=:-=:
:
210
549
:
_~'i-_
Totak
6970
jt
62
.:
66
uu
_
::_
1
.~1
i--6
162
171
~7
_ _ _ __ ~~ _ _
-92
3
2050
2166
27
49
J:
4
:t
1
10
5
85
::,
2
18
4!;
57
-26--146
--5~'
3
--
10
14~_~7!
225
1942
Securus and Guarded Exchange will meet with the Department of Corrections, Inspector General
Office immediately upon award to determine the exact format and frequency of required reports
and intelligence.
SUBPARAGRAPiI.ADDED- PE~ AMENDMENT #001
2.23.3
"
The contractor shall be responsible for providing a manager to oversee the contractor's call
monitoring staff. The contractor shall also be responsible for all aspects of managing the
provided staff to include the responsibility of hiring/firing, compensation, benefits, office space,
and office supplies. The contractor-provided staff shall be located centrally in the State of
Missouri at a location agreed upon by the State of Missouri. It is highly desirable for the staff to
be located in Jefferson City, Missouri. The contractor shall be responsible for meeting all
requirements for accessing data necessary to complete the contracted functions for the State of
Missouri.
Securus has rt~ad. agrees, and complies.
Securus will be responsible for providing a Guarded Exchange manager to oversee the call
monitoring staff. The Guarded Exchange manager will be responsible for all aspects of managing
the provided staffto include the responsibility of hiring and firing. compensation, benefits, office
178
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies,lnc, All rights reserved.
[p SECU.~l)S·
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•
