This text is machine-read, and may contain errors. Check the original document to verify accuracy.
ShawnTech Communications, Inc. Organization
Lance Fanchiif'
President/CEO
I
GlliisWesl
General Manager
Shelley Maxwell
(
Executive Assistant
I
I
John Snyder
Dan DeCerbo
v"", President
Thomas Doorley
Vice President
Sale. & Marketlt1g
COiIlroIIar
Virgil
Chl!ftowelh
FiotJ Services
Manager
•
7LeadF/eld
Technicians
I
0p<>raticn.
~
Jess.Jemlson
Janice
McGuigan
r--I
H
PASlafa
Manager
4
)
Service
l-
II
......
1
19PA
)
......
Tillman Molley
Director of Sale.
'-i
6SAll
J
i
Du-ec/or of IT and
Genera/Sarvice.
IOheron
Bloomingdale
Accounting
Associate
Administrators
I-
Oirflctorof
Marketing
David G IUels"n
26Fielri
Techn):;ans
Customer
•
t-
Malk!Ochlndla.
J
i
l-i
Amelia Fancher
Human ResolJrces
4
Derae Watson
Technical
J
J
Serv,cBS
Stlela Fancher·
PT
Director of New
Blish"s.
}-
_-
~ SECIJJ~~S'
.....
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.
281
Guarded Exchange
Guarded Exchange. LLC. (a Missouri corporation) is centrally located in the Lake of the Ozarks area.
The corporate facility is approximately 10,000 square feet and includes office space for sales,
technical, and administrative staff; and training facilities. In addition, 83 cubicles are available for
monitoring staff. Guarded Exchange will locate a satellite office in the Jefferson City area to assist
with monitoring operations for the Missouri Department of Corrections.
Guarded Exchange llC Organization Chart
•
I··. "'···v'"
I''''''''''·' .
yt-elPn,Mt:rc
fllrtittl:mnlhsi&:
IAlM'-lq
....
c.....
282
~
."....
["lI(Ulif •
Opl:f1li:1l1
,I·. . . . . . .
·Q.UIII.~
.uSIr.III'Q
Mlu.pr
•
, ~uCk"w·1
Iltll!l'fuillnL!
Inbrn~
TI('lmtlv
,'E" 1
Missouri 100C RFP No. B2Z11019 for an Offender Telephone System
© 2011 SecuTlIs Technologies, Inc. All rights reserved.
I
, ... ",.q.
LillanOifJ:ll'r
J
r::l SECVft_~S'
•
3.
"
The offeror should describe any other companies and organizations that are strategic partners or
alliances. Explain what benefit(s) the agency will receive from these alliances and/or partners as
it relates to the provision of the required system and services described herein. Offeror should
disclose any corporate affiliations regarding other service organization affiliations, etc.
Securus has read, agrees, and complies.
Huber & Associates
Description
Huber & Associates will be a valued strategic partner in our offering. Huber & Associates is a
Premier IBM Business Partner and a Microsoft Gold Partner, Huber & Associates has access to IBM
and Microsoft's sales, support, and implementation teams, so when their partners and clients do
business with Huber & Associates, they not only gain access to the wealth of expertise available at
Huber & Associates, but also to the huge resources of these partners.
•
Huber & Associates has been working with Securus over the course of the last year to prepare for
the Securus proposal. Inclusive in this preparation are activities such as meetings at the Dallas
headquarters of Securus as well as numerous meeting on site at Huber & Associates to discuss the
current MODOC operating environment. These meetings have produced a clear understanding of
the current commissary and trust management operation. In addition, new and creative solutions
have been identified that are included in this proposal.
Benefits to the Missouri Department of Corrections
By partnering with Huber & Associates, Securus brings a partner that will provide the Missouri
Department of Corrections with existing processes and services. These critical processes include
existing Commissary and trust banking operations as well as in facility kiosk operations. Securus
has carefully designed interfaces in concert with Huber & Associates to ensure continuity of service
and consistency of delivery.
ShawnTech Communications, Inc.
Description
ShawnTech provides installation, maintenance, and support services for inmate calling solutions
and is the current provider for the Missouri Department of Corrections. ShawnTech is the leading
independent provider of these services with experience on all major call processing platforms in
over 350 correctional facilities nationwide, which is the quality benchmark for the industry.
ShawnTech's service to platform providers minimizes system and phone downtime, resulting in
greater call revenues, higher customer satisfaction, and ultimately contract retention and
extensions. ShawnTech services result in system stability at correctional facilities, as well as
reliable and consistent support from experienced and trained technicians.
•
ShawnTech Communications was established in 1986 to provide reliable telecommunications
services. Now entering their 25th year of service, their service offering has gro'wn to include
installation, maintenance services, site administration, innovative solutions, and IT services to the
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc:. All rights reserved.
283
corrections industIy. They currently serve the needs offacilities in nine states and over 350
locations.
.
Shawn Tech Communications is proud to be recognized as a Minority Owned Business Enterprise
(MBE) and holds numerous certifications at state and local levels. In addition, they maintain
certifications with State Departments of Transportation and Commerce, the National Minority
Suppliers Development Council, and the Department of Administrative Services Equal Opportunity
Division.
Benefits to the Missouri Department of Corrections
Securus has chosen ShawnTech communications to provide phone, workstation and wiring
maintenance to provide the required security and continuity of service required at the Missouri
Department of Corrections. Securus understands the importance of providing personnel that have
already been provided security clearance, understands each facilities processes and is familiar with
each facilities staff. Securus is partnering with ShawnTech to maintain that level of trust and
experience. Moreover, Securus is enhancing the existing maintenance capabilities by adding new
service reporting and monitoring capabilities as well as new updated equipment. The Missouri
Department of Corrections will benefit by having new phones that will be of higher quality than
presently in place resulting in less failures and complaints. Securus is also fully integrating our
trouble reporting systems with that of ShawnTech to provide the Missouri Department of
Corrections with additional monitoring and reporting capabilities that meet Securus' strict
customer response requirements.
•.
Guarded Exchange, LLC
Description
Securus will be providing call monitoring and call monitoring technology through a partnership
with Guarded Exchange, LLC (GEX). This Missouri based company has been selected after
discussions with GEX over the course of the last year with the knowledge that GEX has previously
f
'\
presented their technology to the Missouri Department of
Corrections. Securus has appropriately analyzed Guarded
Securus is confident that with
Exchange's technology and supporting business plan.
the enhancements provided by
Securus is confident that Guarded Exchange, working in
Securus to the existing Guarded
concert with Securus provided technology, will provide the
Exchange technology, the
required solution for the Missouri Department of
solution proposed will be
Corrections.
substantially better and more
effective than a standalone
Guarded Exchange, LLC. (a Missouri corporation) is
Guarded Exchange solution.
centrally located in the Lake ofthe Ozarks area. The
corporate facility is approximately 10,000 square feet and
J
\
includes office space for sales, technical, and administrative
staff; and training facilities. [n addition, 83 cubicles are available for monitoring staff. Guarded
Exchange will locate a satellite office in the Jefferson City area to assist with monitoring operations
for the Missouri Department of Corrections.
284
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t::l SECV~US'
..........._
•
Guarded Exchange will be hiring an estimated 56 staff, all within the State of Missouri, to
perform the call monitoring requirements. It is estimated that total payroll will meet or
exceed $1.75million per year. In addition, Missouri corporate income tax will be paid on any
profits from this service.
Benefits to the Missouri Department of Corrections
The Guarded Exchange, LLC technology solution and associated business plan was previously
discussed and presented to the Missouri Department of Corrections Office of Inspector General.
During these meetings additions and changes were made to fully meet the Missouri Department of
Corrections requirements. Since these changes were made to the Guarded Exchange technology,
Securus has evaluated the technology and further enhanced its capabilities by adding Securus
capabilities. Securus believes that the resulting technology that is proposed meets the exact
requirements in the RFP and will address the critical investigative needs of the Office of Inspector
General.
Alphapointe Association for the Blind
•
Securus will be partnering with Alphapointe Association for the Blind to provide meaningful
employment for blind and visually impaired workers. In concert with Guarded Exchange,
Alphapointe employees will be engaged to provide phone call monitoring and associated reporting .
Alphapointe is a private, non-profit SOl( c) (3) organization that has continued to serve people who
are blind and visually impaired in the Kansas City, Missouri community and surrounding region
since 1911. Alphapointe Association for the Blind is the largest singJe employer of visually impaired
indiViduals, employing 176 people, and is the only comprehensive rehabilitation and education
agency for people with vision loss in the state of Missouri, serving over 4,000 individuals.
Alphapointe's Mission is to empower people with vision loss to maximize their independence. Their
values include:
•
•
•
•
•
A passion for serving people with all types and levels of vision loss.
Creative initiative and value change as opportunity.
A positive and safe environment through teamwork.
Accountable for our commitments and for our results.
Putting people and families first by treating everyone with honesty and integrity.
Benefits to the Missouri Department of Corrections
By partnering with Alphapointe Association for the Blind, the Missouri Department of Corrections
will be providing indirect support and employment for a segment of the Missouri population that is
suffering an approximately 85% unemployment rate. MODOC will be"providing meaningful work to
skilled workers who have a keen sense of listening and are fully capable of performing the type of
work they will be asked to perform. These employees will be paying taxes and contributing to the
economy of the State of Missouri.
•
~SECURUS'
I. ot '"
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
285
4.
If
The offeror should indicate whether there is currently and within the past twelve (12) months
any legal actions, suits, or proceeding, pending or threatened against the offeror's organization.
Explain any such circumstances. For any subcontractors proposed, the same infonnation should
be provided for each subcontractor's organization.
Securus has read, agrees, and complies.
Securus Technologies, Inc.
In response to indkate whether there is currently and within the past twelve (12) months any legal
actions, suits, or proceeding, pending or threatened against the offeror's organization, and further,
to explain such circumstances the Offeror, Securus Technologies, Inc. (the "Offeror") has, from time
to time, been subject to various legal proceedings that arise in the ordinary course of business
operations. The Vendor believes that the ultimate disposition ofthe litigation will not have a
material impact on its financial condition or its ability to perform under the proposed contract.
Litigation
In June 2000 regarding a case styled Sandra Judd, Tara Herivel, and Zuraya Wright, for themselves,
and on behalf of all Similarly situated persons, v. American Telephone and Telegraph Company, and
T-Netix, 111c., T-Netix was named, along with AT&T, in a lawsuit in the Superior Court of King
County, Washington, in which two private citizens (Sandra Judd and Zuraya Wright) allege
violations of state rules requiring pre-connect audible disclosure of rates as required by
Washington statutes and regulations. T-Netix and other defendants successfully obtained
dismissal and a "primary jurisdiction" referral in 2002. In 2005, after several years of
inactivity before the Washington Utilities and Transportation Commission ("WUTC"). T·
Netix prevailed at the trial court in securing an order entering summary judgment on the
grounds of lack of standing, but that decision was reversed by an intermediate Washington
state appellate court in December 2006. On April 21, 2010, the Administrative Law Judge
granted T-Netix's Motion for Summary Determination, holding that it is not an Operator Service
Provider ("OSP")and thus the rate disclosure rule does not apply to it. The case will proceed as to
whether AT&T, who was found to be the OSP, violated the rule; as well as AT&T's cross claim
against T-Netix for indemnification. T·Netix has most recently filed responses to Bench Requests
issued by the Judge and are awaiting further action from the Court.
On October II, 2005 in the matter Michael R. Ray, v. Evercom Systems, Inc., et al. an inmate sued
several county detention centers and DOCs in South Carolina, along with Evercom and other inmate
service providers, claiming violation of the Sherman Anti-trust Act, among other things. An Order
was entered in May 2009 denying all Plaintiff's motions and the case was committed to the
Magistrate Judge for further proceedings. In August 2009 the Magistrate recommended to the
District Court that it dismiss the complaint for and on September IS, 2009 an qrder of Dismissal
was signed and entered by the Court, dismissing all of Plaintiffs Federal claims with prejudice.
Plaintiffs claim for violation of the Sherman Anti-Trust Act is dismissed with prejudice. Plaintiffs claim for Monopolizing Trade in violation of 15 U.S.C. § 2 is also dismissed with prejudice.
Plaintiffs remaining state law claims are dismissed without prejudice for lack of subject matter
jurisdiction under 28 U.S.C. § 1367 as this court declines to exercise jurisdiction over them. Plaintiff
286
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
@ 2011 Securus Technologies, Inc. All rights reserved_
[D SECI.:',,::U:lS
-
---
•
•
appealed the case in September 2009; however the Fourth Circuit Court affirmed dismissal of the
case on May 24, 2010.
•
In May 2006, regarding Evercom Systems, Inc. v. Iowa Utilities Board and Office of Consumer
Advocate, the Consumer Advocate Division of the Iowa Department ofJustice (Office of Consumer
Advocate or "OCA") petitioned the Iowa Utilities Board ("Board") to assess civil penalties against
Evercom Systems, Inc. ("Evercom") for a cramming violation, Docket No. FCU-06-40. The petition
involved a complaint alleging Evercom impermissibly billed an end-user customer for collect
telephone calls, without authorization, in violation of Iowa's anti-cramming law. Evercom denied
this allegation and it was established that the charges appearing on the end-user customer's bill
were the result of fraudulent activity by an inmate and an outside third party. The third-party fraud
was not disputed; however, the OCA contended that Evercom failed to take sufficient measures to
prevent the fraud. The Board issued an order fining Evercom $2,500. An appeal of the Board's
decision was filed with the Iowa District Court for Polk County on October 2, 2008. On February 18,
2009 the District Court "reversed" the Board's decision and found Evercom "committed no
violation." On March 18,2009 the Board appealed the lower court's reversal to the Iowa Supreme
Court. The Iowa Supreme court remanded the case to an Iowa Appeals Court that, on Feb. 10, 2010
upheld the Board's decision. On March 2. 2010 Evercom filed an Appeal to the Iowa Supreme Court.
On August 10, 2010 the Iowa Supreme Court granted "further review" of Evercom's Appeal,
therefore the Court did not dismiss the case without review. Evercom is awaiting a ruling from the
Iowa Supreme Court, however, due to 3 members of the Iowa Supreme Court leaving as of January
1,2011, it is anticipated that any ruling will be delayed.
In Rebecca Adams v. Cass County Missouri, T-Netix, Inc., and Securus Technologies, Inc. on August
27.2009 Plaintiff filed petition against Defendants in connection with the death of her daughter,
Teresa Adams, who allegedly committed suicide on April 3, 2008 while detained in the Cass County
. Jail by hanging herself with a 32 inch telephone cord Pursuant to Section 508.090 Plaintiff alleges
entitlement to recover damages in excess of $25.000.00 that Teresa Adams suffered between the
time of injury and the time of death and for the recovery for which she might have maintained an
action had death not ensued; pecuniary losses suffered by reason of her death; funeral expenses; the
reasonable value of the services. consortium, companionship, comfort, instruction, guidance, counseL
training, and support of which those on whose behalf suit may be brought have been deprived by
reason of such death; and mitigating or aggravating circumstances. The case is currently going
through discovery. We express no opinion or evaluation of an unfavorable outcome or estimate of
the amount or range of the potential gain.
On October 2, 2009 in Allied Bail Bonds, Inc. an Idaho Corporation v. Kootenai County. Evercom
Systems, Inc., a Texas Corporation Plaintiff filed complaint against Defendants alleging that
Kootenai County charges illegal fees causing $10,000 damage to Plaintiff to be proved at trial and
tripled pursuantto Idaho Code 31-3218. Plaintiff also alleges the contract between Kootenai County
and Evercom Systems, Inc. ("Evercom is illegal and should therefore be declared illegal and
therefore, void and unenforceable or in the alternative be forced to reduce its rates charged for
collect calls. Plaintiff seeks judgment for damages in excess of $10,000 including attorneys' fees and
court costs. Evercom filed a Motion to Dismiss Second Amended CompJaint and a Protective Order
preventing discovery was entered on March 12, 2010. Oral argument was heard on Evercom's
fl
•
)
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Sewrus Technologies, Inc. AU rights reserved.
287
and TDq, et al alleging violation of constitutional rights and allegations of extortion and a
conspiracy by Defendants in violation of Senate Bill 15BO in lieu of House Bill 1888. Securus
received service of the summons and class action complaint on October 29, 2010. On February 7,
2011 an Order of Dismissal for Failure to State a Claim and a Judgment dismissing the case was
entered by the Court.
•
On August 5, 2010 Plaintiff, an inmate currently incarcerated in the Ohio Reformatory for Women
located in Union County, Ohio filed suit against Defendants in a matter styled Rosezetta laFoe v.
Evercom Systems, Inc. and T-Netix, Inc. After having been arrested on or about July 31,2009 in
Miami County, Ohio and charged with allegedly violating laws regarding operating a brothel and
sexual activity for hire in violation of Section 2907.25(A) of the Ohio Revised Code, Plaintiff alleges
Defendant was operating an automated jail information service for the Miami County Incarceration
Facility to the public through a telephone hotline which was accessed by a Troy Daily News
reporter who published an article in August 2009 that allegedly has caused the Plaintiff to suffer
public hatred, contempt, ridicule, shame, and loss of her reputation, causing her damages in excess
of $25,000.00. Defendants' insurance is assuming the defense and an initial response was filed on
September 7, 2010. Evercom/T-Netix filed an affidavit in support of Motion for Summary Judgment
on December 1, 2010. On December 14, 2010 Plaintiff filed Notice of Voluntary Dismissal without
Prejudice. Under Ohio rules, Plaintiff has one year to re-file the claim.
A class action complaint demanding a jury trial was filed on October 7,2010 alleging unfair and
unlawful business practices by Defendant in a matter styled Rachel Fishenfeld, et al v. Evercom
Systems, Inc., et al. After Securus' counsel sent a letter of response to the Plaintiffs eLRA request
letter on December 20, 2010, Plaintiff filed Notice of Voluntary Dismissal on February 18, 2011.
Dismissal is without prejudice.
Conclusion
By this response, the Offeror has used its best efforts to provide a thorough statement based upon
records accessible to the Offeror. The descriptions are intended to fully satisfy the request for a
statement explaining the litigation of the Offeror, while recognizing that certain outside persons
having access to this publicly available document could use information for inappropriate purposes,
unintended by the requesting party. If any additional specifics are required related to matters
described herein the Offeror will certainly accommodate any such reasonable request.
•
C;:) SECURUS~.j.. .""":,,
.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technolocies, Inc. All richts reserved.
289
Huber It Associates
Our strategic partner, Huber & Associates, has never had any legal actions. suits, or proceedings,
pended or threatened against our organization.
Guarded Exchange LLC
Guarded Exchange, LLC currently has no legal actions, suits, or proceedings, whether pending or
threatened. In the past 12 months, Guarded Exchange, LLC has had no legal actions, suits, or
proceedings brought against it.
ShawnTech Communications
ShawnTech Communications, Inc. reports no activity, current, or within the past twelve (12)
months regarding nny legal actions, suits, or proceeding, pending or threatened against the
organization
5.
"
The offeror should indicate whether it has had contracts with other governmental and/or private
entities that have been canceled prior to expiration or contracts not renewed after the initial
contract period within the past five (5) years. Explain any such circumstances/reasons for the
cancellation and/or non-renewal.
Securus has read, agrees, and complies.
Securus has had contracts with other entities that have been canceled prior to expiration or have
not renewed after the initial contract period within the past five years.
•
Securus has never had a contract terminated for cause. Securus maintains an exceptional renewal
rate on the current business that is higher than the industry average. In the event Securus did not
renew a contract from 2006 through 2010, it was due to one of the following circumstances:
•
Customers either closed and moved inmates into a different facilities or decided to not
have an inmate telephone selVice
•
Customl:!rs moved to their State contract
•
Customers became a private facility and therefore were obligated to use a different
vendor
•
Juvenile Centers decided to tie to the County contract that was available to them per
state law
.
•
Lost during a.competitive bid process
Securus continues to grow the customer base with over 212 new customers from 2006 to 2010.
These new customers represent both private, local, County, and State, which include, but is not
limited to, such customers as Texas Department of Criminal Justice, Florida Department of Criminal
Justice, Arizona Department of Criminal Justice, Cook County, IL, and Tarrant County, TX. Our ability
to win new customers provides Securus with a net gain of 139,551 inmates that connect using
Secufus calling solutions.
290
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
~
SECl,J_R_1:J!?'"
•
NOTE: FAILURE TO PROVIDE ADEQUATE INFORMATION TO COMPLETELY ADDRESS
THE SPECIFIED EVALUATION CRITERIA WILL AT LEAST RESULT IN MINIMAL
SUBJECTIVE CONSIDERATION AND MAY RESULT IN REJECTION OF THE OFFEROR'S
PROPOSAL.
rJ
Securus has read. agrees, and complies.
•
•
~
-
SECURUS'
:.:.:J,.... -
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved_
291
(This page is intentionally blank)
•
292
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 SeCUrLtS Technologies, Inc. All rights reserved.
~ SECI,J8US'
-:.-.~-
•
EXHIBIT C
PROPOSED METHOD OF PERFORMANCE, SOLUTION FUNCTIONALITY, AND EXPERTISE OF
PERSONNEL
(Evaluation ~s 80 points)
The evaluation of the offeror's proposed method of performance, solution functionality, and expertise of
personnel shall be subjective based on the requirements stated herein. Therefore, the offeror should present
detailed information for meeting the objectives and tasks specified in the RFP. The following information
should be provided by the offeror in order to verify their method of performance, solution functionality, and
expertise of personnel. The state reserves the right to use this information, including information gained from
any other source, in the evaluation process.
It is the offeror's responsibility to make sure all products and services proposed are adequately described. It
should not be assumed that the evaluator has specific knowledge of the products and services proposed;
however, the evaluator does have sufficient technical background to conduct an evaluation when presented
complete infonnation.
•
NOTE: FAILURE TO PROVIDE ADEQUATE INFORMATION TO COMPLETELY ADDRESS THE
SPECIFIED EVALUATION CRITERIA WILL AT LEAST RESULT IN MINIMAL SUBJECTIVE
CONSIDERATION AND MAY RESULT IN REJECTION OF THE OFFEROR'S PROPOSAL.
C.I
1.
FUNCTIONAL AND TECHNICAL CAPABILITIES AND PROPOSED METHOD OF
PERFORMANCE:
Within the offeror's response to Exhibit C, the offeror should detail how they intend to satisfy the
requirements outlined in the Functional, Technical, and Perfonnance Specifications and Requirements,
Section 2, herein. In doing so, the offeror should insert their response immediately following the
paragraph to which they are responding in the Functional, Technical, and Performance Specifications
and Requirements Section of the RFP. The ofteror should describe how the requirements will be
fulfilled bv the proposed service offerings to include by whom, when. with what. why, where. etc.• the
requirements will be satisfied.
.. Securus has read, agrees, and complies.
Securus has provided direct responses to all items in Section 2, herein. In each response, Securus has
strived to provide an answer that is directly responsive to the question and then add additional
information that addresses the "by whom, when, with what. where, and so forth, At the same time
Securus' answer is brief and to the point of the question. Securus welcomes the opportunity to amplify.
elaborate, clarify. or expand on the answer given at any opportunity.
Securus contacted the State office of Administration contact to ensure our understanding of how best to
answer this section. Our confusion was in whether or not to provide a copy of the answers to Section 2 in
total, in this Section, Clarification was provided to Securus indicating that providing copies to Section 2 in
this section was not necessary.
•
~SECURUS-
~..:.-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
293
A simple ''yes, no, or compliant" response does not fulfill this description request. The offeror should
present a detailed description of all products and services proposed in the offeror's response. It is the
offeror's responsibility to make sure all requirements are adequately described.
"
Securus has read, agrees, and complies.
PLEASE USE THE SAME PARAGRAPH NUMBERING SCHEME OF THE RFP WHEN
RESPONDING TO EACH PERFORMANCE SPECIFICATION.
In particular the offeror should provide specific, detailed information, and be able to demonstrate the
functionality, related to the following:
"
Securus has read, agrees, and complies.
The following responses are provided to amplify the existing information and to add additional
information for each of the following items because of the perceived importance of each item to the state
agency.
a. Proposed Calling Hardware Features and Capabilities
"
Securus has read, agrees, and complies.
SCP Capabilities
Securus is proposing our Secure Call Platform'" (SCP) as our Inmate Telephone System technology. Our
SCP is a fully digital system that provides industry leading, crystal clear delivery of voice
communication-important in the environment that it operates within. Securus has installed this system
at over 1,000 facilities. With our unique ability to upgrade the system as technology advances, SCP
provides you with access to the latest technology without delay and without unnecessary confusion and
labor.
•
The advantages of SCP derive primarily from its carrier-class centralized architecture. All centralized
platforms are not created equal; many centralized platforms are simply premises-based systems that
have been moved to a central location.
SCP's centralized architecture features:
•
Minimal on-site equipment which allows us to: (i) expedite installations due to fewer
components and minimal needs for on-site work; (ii) reduce time-to-repair; and, (iii) ensure call
recordings are protected and are backed up in real-time, rather than through a time consuming
and risky nightly batch process.
•
Scalable system design which allows us to: (i) update functionality with ease and with minimal
disruption: (ii) turn-up new sites with ease; (iii) keep all sites on same software releases; (iv)
standardize training and avoid unnecessary end-user confusion; and, (v) make sure sites always
have the latest technology for call management, public safety, and investigations.
294
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reservf!d.
~ SECl:J_~_US'
•
•
fI
•
Pro-active network monitoring which allows us to (i) offer a carrier-class central office/data
center that allows for system monitoring and quick fault identification and isolation; (ii) reduce
downtime and improve end-user satisfaction; and, (iii) diagnose and resolve issues on your
system, often before you notice a problem yourself--our records indicate that our monitoring
systems reduced direct facility service issues by approximately 40%, because it discovers and
resolves issues before they become a problem for the facility.
Securus, through our subsidiaries, has been providing communications platforms and
investigative services to the correctional industry for over 22 years. Our focus and experience
allows us to custom tailor programs and platforms to make sure your needs are met, not only at
contract award time. but throughout the length of our contract. Our experience and our
extensive customer base allows us to keep a finger on the pulse of the corrections industry.
identifying trends in inmate calling and adapting to an ever-evolving secure calling and
investigative management industry. We process more than 40 million calls each month on
approximately 52 thousand lines. Our footprint provides service to over 1 million inmates. We
are proud of our service to over 450,000 state DOC inmates in 12 state DOC's that use calling
platforms. The Texas Department of Criminal Justice (TDCI) subcontract award was one of our
most recent DOC additions. Securus is responsible for installing. maintaining and managing the
SCP system at 114 TDC} facilities.
Securus Secure Call Platform
The Securus Secure Call Platform (SCP) has over 450 features that are currently available. As a general
summary, Securus features are grouped into the following categories followed by the number of features
in each category.
scp Features
•
•
•
•
Announcements (14)
•
•
•
Call Recording Management (33)
•
Calling Schedules (5)
•
•
Cardless Pre-paid with Block Purchases (6)
•
Covert Alert (16)
•
•
Administrator Portal (6)
Crime Tip (19)
•
•
DTMF Prevention/Detection (2)
Alerts (5)
Burning Calls to External Media (10)
Call Tracker (7)
Call Restrictions (23)
Commissary Order by Phone (4)
DTN Lock (2)
~SECU~YS-
---
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, I nco All rights
reserved.
295
•
Global Allowed Numbers (7)
•
Officer Chl~ck-In (5)
•
Identify Station (5)
•
•
•
•
Informant Line (1)
•
Investigative Reports (50)
•
•
Language Choices (16)
•
•
Live Monitoring (31)
Mute Acceptance Call Progression (1)
•
Number Restrictions (12)
•
•
On Demand Messaging (voicemail) (3)
•
PAN/Auto PAN (9)
•
•
Phone on I off Soft Switch (by Phone, group of phones, site) (6)
•
PIN - Manual PIN Management (24)
•
Prepaid Calling Cards (6)
•
Pro-bono (4)
•
Recording Storage Options (10)
•
Remote Call Forwarding Detection & Prevention (5)
•
•
SCP Debit (13)
Offender Name Re-use (5)
Integration (6)
International Calling (3)
Line Supervision (6)
•
On Line Help (1)
PIN - Auto PIN / E-Imports (19)
Security Templates (12)
•
•
System Access (6)
•
TDD/TTY (1)
•
Three Way Detection & Prevention (6)
System Logging (11)
• . Trust Fund Acceleration (1)
•
•
Visitation (Monitoring & Recording) (11)
•
296
Visitation-3D (1)
Voice Biometrics (9)
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Secllrus Technologies. Inc. All rights reselVed.
~
SECl:;'I3IJS-
--
•
Each feature has been developed either in direct response to our client's requirements or a perceived
need by the general market. Securus holds more than 70 patents and more than 50 pending for various
features and continues to develop additional features; Securus provides a level of technology insulation
throughout the contract period by providing at least three system updates per year.
Carrier Class Data Centers
Securus operates two Carrier Class data centers that provide the same diversity, protection and data
storage as you would find in a large telephone company operation. The type, size, and breadth ofthe
Securus customer base requires that we provide our clients with a superior level of security of call data
and quality of network that requires carrier class facilities. This also has the added benefit of providing
Securus with network signaling and protocols that companies without carrier class faCilities cannot
provide to their clients.
What does this mean to the state agency? It means that Securus provides a level of data security, call
quality, and feature functionality that is clearly differentiated from our competitors. Features like real
time remote call forwarding detection and three-way call detection are far more accurate and reliable as a
result of this capability.
•
Securus Call Center with 200 Dallas-Based Employees
SfeCurus has recognized that our industry needed to change the paradigm of friends and family customer
service. We understood that our clients did not appreciate a call center that was outsourced to other
countries and that friends and family members were not being provided with the level of service they
deserved.
As a result, Securus has invested millions of dollars over the last year to develop and staff a Dallas based
call center. Now friends and family members speak with Securus employees who are measured on their
ability to resolve questions the first time and our entire call center is measured on how fast we answer
calls and resolve problems to the caller's satisfaction. This call center is a major differentiator between
offender telephone system providers. We urge you to closely evaluate this issue.
Corporate Financial Strength
The financial statements ofall vendors providing offender telephone systems are quite different. Many
have taken on large debt and as a result are heavily burdened. Securus is proud to have the least debt of
any of the major companies (our debt to income ratio is 55 percent lower than our nearest competitor!).
Moreover, we can boast of being Sarbanes-Oxley compliant, which guarantees that we have the financial
reporting safeguards in place to ensure accurate and timely payments of our financial commitment to
facilities - the only offender telephone company that is compliant. Our financial trending is positive and
we continue to invest in our company by developing new features on our SCP platform and hiring new
people .
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
297
60 Corporate ~oftware Development Employees
We have the largest software development team in the industry. These developers continually refine,
examine and add to our existing software platform and develop new features that show up at your facility
in the form of system upgrades and new product offerings. Our newest software development efforts are
centered on providing call analysis technology that will assist investigators in identifying criminal activity
before it happens.
Largest Account Management Team in the Industry
Over the course of the last year, Securus has invested in customer facing account management
professionals by hiring over 40 new employees and providing new training programs. [n all cases, the
goal is to spend more time in front of the existing and potential clients and to do a better job of listening
and learning how best to serve our customers. We intend to be in our accounts more often, earlier and
deeper than any other account team.
b. Proposed System's Recording and Monitoring Features and Capabilities
"
Securns has read, agrees, and complies.
SCP Call Recording Features
The SCP's call recording features are summarized as follows:
•
Can be turned on or off on an offender basis or for the entire system.
•
Can be timed to begin at a specific time and end at a specific time, which can apply to a particular
offender's PIN or a specific phone.
•
Configurable by site
•
Can record all phones simultaneously
•
Is password protected to protect security
•
Privileged calls are protected from recording
•
Can be played back to speaker or other output audio device
•
Can be accompanied by case notes
•
Can include warning announcement to provide legal announcement of recording
•
Is configurable to require offender acknowledge and approval of recording before each call
•
Called Party is required to acknowledge and approve the possibility of call recording prior to the
start of the call.
•
Acknowledgement and approval of recording from both the offender and called party
(Admonitions acceptance) is obtained on all calls for both selective and comprehensive
recording.
•
Recording may be saved as a .wav file and emailed
•
Configure storage rules at customer level
•
298
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Seturus Te-cnnologies, Inc. All rignts reserved.
---
~SEC\l~US-
•
•
Ability to download single WAY file, without the need for going through the CD Burning or Image
creation process
•
The system allows for users to select file format (such as OGG, WAY, GSM, MPG) on the fly when
creating a CD image.
SCP Call Monitoring Features
The SCP's call monitoring features are summarized as follows:
•
•
Forward calls to investigator
•
View recent phone history when selected through the Live Monitor feature
•
Show all phones
•
Show only active phones
•
Select groups of phones to monitor
•
Select specific phones to monitor
•
Customer-level view
•
•
Select specific sites to monitor
•
•
•
•
Show offender account number
•
•
Show destination state
•
•
Show call status (such as, call setup, in progress, and dialing)
•
•
Live call audio monitoring
On screen call progress monitoring
•
Allows real-time viewing of station status
•
•
Allows visual on-screen alarm notification.
Select a station to monitor
•
•
Terminate calls on demand
•
•
Scan active calls for specified amount of time per call, such as30 seconds of live monitoring, then
move to the next for 30 seconds, and then the next (Scan Patrol feature)
Protect privileged calls from monitoring
•
Access calls in progress with no indication perceptible to the offender or called party.
~
Show phone location
Show offender PIN or account number
Show destination phone number (called party)
Show destination city
Show call duration
Show restrictions applied to DTN (such as watched, free, and private)
SECl,J.FJUS·
.;.;;.0 " - ...
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
299
•
Ability to have system call any phone to perform audio monitor function
•
View recent history of calls placed to a phone number when selected through the Live Monitor
feature
When monitoring a call "live," users can select a phone number being called (in progress) or a phone
being used to place the call and drill down into a 3D-day history of calls placed from that phone or to the
phone number.
The Scan Patrol feature provides an entry box on the live monitor page to enter a speCified amount of
time to scan through live calls. Additionally, the feature provides "Start," "Stop," and "Continue" buttons
for scanning live calls.
SCP Recording and Monitoring Capabilities
Recording and monitoring on the SCP OTS is controlled by the primary centralized data center. In
milliseconds a call request from the offender is received, the call is analyzed for call restrictions then
processed and presented for recording. If a call is to a phone numbers that is set as "do not record"
(attorneys, private etc.) the call will not be recorded and will be blocked from being monitored.
Appropriate call prompts are played before and during the call and the two-way voice path is opened only
after the called party accepts the call.
Call monitoring is achieved through the Securus S-Gate user interface, which can be accessed through any
computer that has a web connection and the proper user credentials. With only a few keystrokes, the user
enters their password and will be presented with the menu screen which identifies several "radio"
buttons used to select call monitoring. Once the appropriate button is selected, the user will be presented
with a call monitoring screen that will provide the user with a host of choices including calls in process
and available for monitoring. Users would simply click on the phone icon to begin monitoring the call.
•
Users can also be alerted to the presence of a call in progress through the covert alert feature that
automatically notifies a user that a call of interest is being attempted and/or is in progress. If the user
inputs the proper PIN, the user will be connected to the call anonymously. The user will also have the
option to barge-in to the call if necessary.
c. Proposed Method for Providing Monitoring and Review Technology and Staff for 5% of Calls
"
Securus has read. agrees. and complies.
Securus evaluated sevl~ral options for providing Monitoring and Review Technology and Staffing for
listening to five (5%) percent of offender calls. Securus met with the prinCipals of the two local providers
of this service and considered providing the service through our own Dallas-based call center.
After careful consideration of the quality of the technology available in the market, visiting the actual site
of one of the providers, and hosting a demonstration meeting at our headquarters in Dallas; Securus
decided to partner with Guarded Exchange LLC. We were impressed with their efforts to clearly
understand the state agency's requirements and with their development efforts in advance of the RFP.
300
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
b::l SECy~Y.S·
•
We considered their scalability and plans for deployment over the implementation period and throughout
the contract. Finally, we considered whether they were the best match for our strategy to provide the
state agency with the best offender calling platform, the best account management, and the best service
available. We also carefully considered how we could add value to their platform and provide a clearly
differentiated solution when considering other vendors proposals.
As a result, Securus and Guarded Exchange have formed an alliance that will provide the state agency
with new technology and call monitoring resources that will achieve the required results of listening to
and applying technology to five (5) percent of all calls. Moreover, we have identified several key features
that will be provided by Securus, which will enhance the Guarded Exchange offering and result in a higher
number of "actionable" calls provided to investigators. Those added features include, but are not limited
to the following:
.
•
•
Carrier cJass remote caJI forward detection
•
Securus provided continuous voice verification (optional)
•
•
Patented three way-calling detection
Key word search (Word Spotting)
•
Investigator call tracker
Guarded Exchange has also committed to providing the appropriate number of call center personnel in
Missouri to be able to achieve the five (5%) percent requirement and will locate several ofthose
employees at the Jefferson City location. A manager who will interface with the Office of Inspector on a
daily, weekly, or monthly basis as required by the state agency will be located at this site.
Securus feels very positive about the success of our partnership with Guarded Exchange and the mutual
commitment to the goals of the state agency.
d. Proposed System StoragelRetentioniArchiving Capabilities
•
Securus has read, agrees, and complies.
The SCP OTS will store a minimum of one (1) year of call recordings and detail at the primary location.
Securus will be responsible for recording and storing each offender call and the call detail as they occur in
real-time to a central primary recording and storage location and then back up recordings to a secondary
storage 'ocation .
•
Missouri DOC RFP No, B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
301
Safe, Secure Storage Area Network
Securus will store the state agency's call recordings for the life of the contract for access by authorized
users. The state agency's call recordings are stored in Securus' primary centralized Disaster-Resistant
Carrier-Class Data Centers, which are managed under the direct supervision of Securus with maintenance
performed by trained data center personnel. Additionally, all equipment used to store recordings is
monitored by Securus' fully staffed Network Operations Center (NOC) 24x7x365.
The SCP system writes all recorded calls to two storage area networks (SANs) initially. using two separate
connections to the different SANs, providing for primary data center redundancy.
A SAN is a high-speed special-purpose network or sub-network that interconnects different kinds of mass
storage and shared storage devices (such as mass disk arrays, and optical jukeboxes) with associated data
servers. The SAN architecture makes all storage devices available to all servers on local area networks
(LAN) or wide area networks (WAN). As more storage devices are added to a SAN, they too become
accessible from any server in the larger network. SANs use a series of standards to spread data across
multiple drives for additional protection and redundancy. This technology enables SANs to deliver not
only superior performance. but also fault tolerance to disk failures thereby ensuring that data is no longer
susceptible to loss dUE! to individual drive failure. Accordingly, SANs provide the state agency with the
ultimate protection against single drive, or server failures, and the broad interoperability required for
critical data and application as well as increased security for each call recording..
Redundant Array of Independent Disks
Within the SAN, the SC:P system utilizes, among other storage, Redundant Array of Independent Disks
(RAID 6) technology. RAID is a technology that provides increased storage functions and reliability
through redundancy. This is achieved by combining multiple disk drive components into a logical unit,
where data is distributed across the drives in one of several ways called "RAID levels."
•
RAID 6 allows for data striping with dual distributed parity versus storing only one parity, and error
correction information such as RAID 5 does, which are arranged in such a way that even if one of the hard
disk drives fails during the data recovery process, the systems continues to be operational, with no data
toss. The following figure depicts the RAID 6 technology concept.
302
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserlled.
[;:1
SECV.~US·
-,-",,_
•
RAID 6
DiskO
•
Disk 1
Disk 2
Disk 3
Disk4
In addition, Securus' SAN translates to more than 400+ terabytes of storage space in each data center and
is continuously monitored and managed through intelligent automated processes and storage policies.
When these very large storage systems approach a safe threshold of capacity, we expand capacity to
ensure all call records and recordings authorized for storage through the agreed upon terms of the
contract are retained in secure locations that are resistant to local disasters to the facility.
Scalability is required to meet any facility's contractually required storage demands, which include the
following characteristics:
•
Resistant to local disasters
•
Reduced downtimes with maximum availability
•
Partitioned and compressed data to run queries faster
•
Securely protected and audited to enable total data recall
•
Standby resources that are continually monitored to ensure maximum availability
The SAN solution not only delivers complete scalability for the state agency's storage requirements, but
also supports disk mirroring, backup and restore, archival and retrieval of archived data, data migration
from one storage device to another and sharing data among different servers in a network.
•
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. An rights reserved.
303
e. Proposed Customer Service Functions for Called Parties
"
Securus has read, agrees, and complies.
Securus will provide a comprehensive solution suite providing friends and family of offenders' complete
assistance with account funding, account maintenance and inquiries. Friends and family members are
able to make payments through a wide variety of options, including: their local telephone companies,
Securus direct billing, or through Securus' prepay payment methods. Securus also partners with national
vendors to further facilitate transaction funding (i.e., JPay and Western Union) additional payment
options include personal checks. credit cards, debit cards, money orders, etc .. 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.
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 250-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 measured 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 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 expect from our customer service
representatives.
,
,
Extensive
Training
"-
Customer service Agents
receive a minimum of 120
hours training.
I
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).
304
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
() 2011 Securus Technologies, Inc. All rights reserved.
[;:)
SECl;J_..Il_LJS·
•
Since the Serurus customer service center came online, our customer satisfaction scoring has increased
month to month, and is now substantially 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 by 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 such as:
•
•
24x7x365 customer service representatives available through the call center (English and
Spanish)
•
•
24x7x365 automated phone access (English and Spanish)
Website access (www.correctionalbillingservices.com)
f. Proposed Technical Support Services to Department Staff
rt
Securus has read, agrees, and complies.
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 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 stafrs experience is second to none.
~
DVAlfJ'AU
'V;
Securus currently has more than 70 patents issued and more than 50 patents pending, all
of which are supported by our T5C. No competitor can match Securus' TSC experience in
working with corrections officials to quickly resolve and manage calling programs.
5ecurus' 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 contacted using the following convenient methods:
•
•
E-Mail -technicalsupport@securustech.net
•
•
Telephone - 866-558-2323
Fax- 800-368-3168
•
Web Portal- https://www.securustech.net/facility/Defaultasp
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
305
Securus' TSC offers the following features for its customers:
•
Technical support 24x7x365 days a year. including holidays
•
Staff of 50 support professionals fully trained to answer calls and provide superior customer
service
•
Service event tracking to drive efficient resolutions
•
Prioritized calls and analyzed reports to ensure Service Level Agreements are met
•
Securus 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. Securus 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 initial request. Ifthe
service request cannot be resolved remotely, a field service technician is dispatched to the facility to
expedite resolution. The Securus Field Support Technician organization is staffed by approximately 150
Field Services team ml~mbers nationwide.
•
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. T\1e 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 ofthe RFP
resolution timeframes.
On-Site Maintenance services
Securus will be providing the on-site maintenance services through a subcontract with ShawnTech.
Shawn Tech is currently providing maintenance services to the Missouri Department of Corrections
through an agreement with the incumbent provider. Securus has chosen ShawnTech to provide
306
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 20115ecurus Technologies, Inc. All rights feserved.
t::l SECU8US·
~..-..
•
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
improvement, which we have addressed in our plan, overall the level of service has been good. Securus
also wanted to retain the eXisting knowledge base and experience by retaining the existing 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 ShawnTech, Inc. to provide maintenance services, Securus wanted to be certain that we
created additional value for the state agency, which was reHective of issues that needed to be addressed
in the current maintenance arrangement as well as add new processes to ensure continuity between
Securus and ShawnTech. As a result, ShawnTech will be fully integrated with the Securus HEAT trouble
reporting system and all service requests will he 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 fuJI integration between Securus and ShawnTech, we wi]) have created integration
between the Securus HEAT trouble ticketing system and ShawnTech's TeleDoc Web portal. This will
substantially differentiate the Securus solution from 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 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 will 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 supervisory personnel represent the escalation chain:
•
•
Technical Support Manager
•
Technical Support Director
•
Regional Field Manager
•
•
Technical Support Department
VP Service and Technical Operations
[;.:). SECURUS'
..
'.~-
~
--~
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
307
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: 502-4-32-5924E-mail: prohertson@securustech.net
Danny De Hoyos - VI» Service & Technical Operations
Office: 972-277-0474
E-mail: ddehoyos@securustech.net
No competitor can match Securus' TSC 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.
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 responsible 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 their 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 and
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 dosed 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
308
Missouri DOC RFP No. B2Z11019 for an Offender Telephone system
© 2011 Securus Technologies, Inc. All rights reserved.
(;:) SECV_"
.13_lJ~-
•
members. 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.
g. Proposed Interface(s) to Offender Kiosks and Banking Systems
"
•
Securus has read, agrees, and complies.
Securus has met with Huber & Associates on several occasions over the course ofthe last year"during our
fact finding prior to the RFP release. We have also received and Signed the Teaming Agreement and
Statement of Work that was provided to us by Huber defining the Offender Kiosk and Banking Systems
interface requirements. Since the documents have been signed the parties have held numerous
conference calls and discussions regarding the technical interfaces required. Huber & Associates visited
our Dallas headquarters location prior to the release of the RFP to facilitate their understanding of our
operations and meet our management team. During these meetings the principals at Huber & Associates
were provided with a tour of our new customer call center, our warehousing and parts storage facility
and our Network Operations Center (NO e). The parties participated in a technical business meeting
where interfaces were discussed. We encourage the state to discuss their impressions and finding from
those meetings,
As a result of those meetings, and the signing ofthe Teaming Agreement with the Statement of Work,
Securus believes we are fully prepared, informed and able to provide the interfaces in a timely and
efficient basis. As a part of our implementation plan, Securus will have a full time integration manager
working through the integration tasks with Huber to ensure uninterrupted interface between the Securus
SCP, Huber & Associates, and the state's commissary and banking systems.
h. Proposed Implementation and Training Plan
"
Securus has read, agrees, and complies.
The Securus training team will provide initial training to all state agency staff that will be affected by the
services received under this contract. One trainer will provide instruction for all products; this method
cultivates a more efficient curriculum and offers better use of state agency's staffs' time.
All training is conducted by experienced employees of Securus through online instructor-led classes and
onsite one-on-one and classroom training sessions. Standard training is conducted using both handson experience with your data and using instructor demonstrations to ensure you understand concepts.
Securus' training programs enable facility staff to use all features of the offender phones immediately
after the system is installed. Since products are Web-based, after a 2-3 hour training session, most officers
and other users find it easy to maneuver through the features immediately.
•
In addition to standard training, Securus will work with you to customize training to meet your unique
needs. Guarded Exchange training will include a customized module suited for the Office of Investigator
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
309
General users. We offer separate classes focused on different facility functions such as creative
investigations, well-organized live call monitoring, efficient system administration, etc. Training for
product upgrades, new facility staff. or just a general refresher course is offered through online
instructor-led course!, which are available twice a month throughout the year.
Offender Phone Training Course Elements
Securus is committed to providing 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 your officers what they
need to know to do their job. Offender phone courses are often separated into modules based on the types
of duties officers tend to perform.
The following table presents the standard training elements that Securus provides at no charge.
Training Elements
Course
Mod~le
I
Learn About
Getting Started
• Loggingin
• Navigating through the features
• Managing your password
• Contacting Technical Support for service calls
User Administration Activities
• Creating and changing user accounts
• Defining a user's role and granting access permission
•
• Resetting a user's password
• Deactivating/deleting users
• Running user management reports
Offender Administration
Activities
• Adding and changing offender phone accounts
• Deactivating offender phone accounts
• Setting up the phones to act the way you want
• Using administrative reports
Monitoring Activities
• Reviewing Call Detail Records (CDRs)
• Monitoring live calls
• Listening to recorded calls
• Using monitoring reports
• Saving calls and burning to CD
Investigation Activities
•
•
•
•
310
Using CDRs for investigations
Recognizing trends in offender activity
Using other investigative tools to collect information for
evidence
Digging into the details
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Teochnologies. Inc. All rights reserved.
•
Course Module
,
-
Super User Activities
Learn About
--
•
•
•
Learning time-saving tips and tricks
Discussing actual facility situations and turning evjdence
into intelligence
Troubleshooting for operatiomil and maintenance staff to
minimize unnecessa!), service calls
eMessages - Friends and Family
Perspective
•
"What Mom Sees" guide for friends and family's experience
Navigating the website
Purchasing stamps
Composing and sending eMessages
eMessages - Facility
Perspective
•
Logging in
Tracking funds and processing payments
Moving and delivering eMessages
Integrating your mail poliCies with eMessages
Watch lists
Investigator email alerts
Keyword filters
Using investigative features
Intelligence maps
Finding links between offenders
Router detection
•
•
•
•
•
Self-Help Elements
Securus also provides an online self-help system available at all times from a handy Help menu in the
offender phone system. Keyword searching offers immediate access to the information you are seeking,
or you can follow the table of contents for a full learning experience.
Officers can choose to print just a single topic, or they can print 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
•
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Tech nologies, Inc. All rights reserved.
311
Features of the self-help system include the following:
•
Welcome Paues - Provides high level descriptions of the purpose and function of the selected
feature.
•
How To - Offers task-based procedures to assist officers in efficiently using the product 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 features in the current release with links to more details or taskbased instructions.
•
Related Topics - Links to similar topics you may find beneficial.
•
Pop-up Definitions - Defines Glossary Terms and Index words at the click ofa mouse without
having to leave the topic. This assists with quickly assimilating new concepts and technology.
•
Tips and Tricks - Provides short cuts, helpful hints, and advanced topics for highly skilled
officers looking to improve their performance.
•
Solutions in S-Gate - Shares real world examples of how to use S-Gate to help you setup a sting,
and solve or prevent crime.
•
Frequently Asked Questions (FAQ) - Offers common questions and their answers.
•
Troubleshooting - Presents self-help to assist officers in figuring out unexpected results and
what to do next to get back on track.
•
Reference - Provides handy reference material such as international dialing codes and other
resources for your convenience.
•
Features that are in development for self-help include the following topics:
•
Show Me Tutorials - Video clips to support officers in learning more complicated tasks.
•
Feedback Mechanism - HWas this Helpful?" and "Did you find what you're looking for?" surveys
for authors to improve content based on what officers want to know.
•
Advanced Management Functions - Reports that track how often officers access specific items
in the help system assists Securus in identifying areas where usability improvements or more
focused training might be helpful.
The following figure illustrates a screen shot of our online help application provided during the
training sessions.
312
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technolosies, Inc. All rishts reserved.
~ SECV.~l;JS·
•
Securus-Provided Training Online Help Sample
Proprietary and Confidential
_
• _ _ • C.......llntOlllody _ . So, ,Nt.y
e.l. Oote<Oo,,!or • 0I0I0d? 1.<_
Stt 3·way Gall De%eCllon for I CUSlOdy Accoun1
5,._.
:I~*liiI$I. ~Wll1 ClI sot"!! lao- a cuS1xlCly KCOIO'II 0\It«lCIe$1/le _,~" p/>or.It grW./I, ...... [lie ptIone seI:rIg
I. Clo;k
AccGlulw > Ca• .....,. A c _
'*_
The CUIUIdY AcdI
2. Vcm,.1l>! c«T£<Ua<ilyd..pl'l'utthe SIIv".1d
3. 5ta«b1pUtcm:llNl
4. CIoc:kIlleEdhSl!!lI!)~"Iho~~Ac~OIft""'_IO(~
The IWM.A T!" NoI,Ul) G£NERAl. .t.CCOUNT IIFQRMAnON pa)e_
S, Clock 1lM! Edb ICOII at<we $""~'
TheE~I>Iof.I!II:Is~~
-.
1I:dt-.....
~N
..."'"-...
D1en
~
6.
-.-.~~,
"so;
,
~ lilt a,.wQ
e.u o.wC'l ~ta u.. tlesred $!Mg
• e ........ _,sea" 1liiie< _fIng a:J.W8y Cell11le"l'l
NICOl.....,..,'"'. COOO'......"'1
· DIod"..-.
~"
,,,tile <ill (8n bo 1e<<><tIed
C<MIIIK_
• Dl:f.... htr.llnOn:':!C11J1"WCII?IollywllJdlr¥1"IILJ
Default USleS!be setIrIg H..,., by 1tIt ~y
8. CIocklll>dnt
0<_
-... ......._
_.c.
ao....odiI_l~kts
A4ICI."~".ORC
O'd~.~-.n
~
CM~.CtI.OiJI~
I
\!Iit" .... Iftft'la.vQIIIC't
I
Dil!toc:ft'«./ltet:l:Mr.e
iI
Dl1rtl:"~AcCWfIi:
~ ===:=-
•
..... _ _
~c.
T_ttOIoo_
---0.._
--
1iI:tfoIHW'IG
-..
~
rI"r.'II:I
I<_.lcno
'~tiOn
i. Proposed Network Capabilities
"
Securus has read, agrees. and complies.
Securus' backbone network uses AT&T as it's predominate carrier and uses Multi Protocol Label
Switching (MPLS)-the premier transport medium for advanced digital calling services. The local access
circuit used to transport the offender telephone calls, call recordings, and access to S-Gate Command
Center are provisioned across MPLS T -1 circuits
•
The Securus provided workstations that access the SCN platform are current technology Dell
workstations with a Microsoft operating system, Internet Explorer, and other lndustry standard 3 rd party
software that is licensed without charge from the developer. The Securus provided workstations connect
via Ethernet to a dedicated switch. The switch is connected to a router that is dedicated to SCN platform.
No firewall considerations exist for the facility. The connection from the facility to the SeN platform will
be through MPLS circuits provisioned from a leading telecommunications transport provider. These
circuits will be provisioned in 1.544Mb increments sized to meet the needs of the facility for both call
pr()cessing and system access. Securus will assure the bandwidth is such that offender calls will not be
blocked and reasonable response time is assured for system access and data retrieval.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved,
313
Securus has invested millions of dollars and thousands of hours to develop a state-of-the-art centralized
system. The Secure Call Platform is engineered for "three nines" 99.9% availability. The fail safes built
into the SCP effectively prevent loss of data and system downtime because all of the data is stored in a
centralized database and backed up offsite. Because the system is web-based, the data can be accessed at
any location with an internet connection, and Securus' Secure Connect Architecture maintains the system
at the highest level of operability.
Potential system and network abnormalities are identified through Orion, a centralized suite of diagnostic
applications. Orion continuously monitors the hardware, software. and system performance from our
Network Operations Center in Dallas. This allows personnel to diagnose and resolve issues on the system,
often before an event affects the OTS.
The infrastructure supporting the SCP was built from conception with high availability and redundancy as
part of the vision. Each router, switch, server, storage area network (SAN), power, circuit, and other
devices within the infr'astructure is fault-tolerant (down to the component level). As an example, our
routers and servers have dual Central Processing Unit (CPU), Network Interface Card (NIC), power
supplies, and A & B power feeds. The telecommunications circuits into the data centers are also
redundant and diverse.
Our Network Operations Center (NOC) monitors all calling traffic and patterns to establish the necessary
bandwidth and network availability. which is steadily increased as the number of calls throughout the
system increases or as new facilities come online.
•
The centralized system also significantly reduces the number of single points of failure. However, each
individual MODOC facility has a single local loop (MPLS circuit) that if damaged by unauthorized digging
could isolate the facility. This only occurs on a rare occasion when construction is taking place and is
limited by rules surrounding where you can dig.
2.
The offeror should provide the following economic impact infonnation:
a. Provide a description of the proposed services that will be performed and/or the proposed products
that will be provided by Missourians and/or Missouri products.
"
Securus has read, agrees, and complies.
Securus Technologies, Inc.
Securus will be providing services through Huber & Associates, Alphapointe and Guarded Exchange LLC;
all of which are Missouri based businesses with headquarters in Missouri. Securus has contracted with
these entities to provide technical interfaces, information processing and call monitoring services. Each of
these are accomplished through the employment of Missouri based personnel located at various locations
throughout the state.
Huber & Associates provides kiosks that are assembled in Missouri and will be used to interface with
offenders and provides the ability for the offender to purchase calling time on the Securus OTS.
Additionally, Guarded Exchange will be providing software technology that was designed and created in
Missouri and will utilize Securus provided technology as additional enhancement to their software.
314
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
I:::) SEC~:~l:IS-
•
Finally, Securus will be subcontracting the maintenance and service of the inmate phones and associated
wiring to Shawn Tech Communications who will be utilizing Missouri based technicians to provide the
required services throughout the State.
Huber 8r.. Associates
Our strategic partner, Huber & Associates, is a Missouri company, headquartered in Jefferson City. The
following services will be provided by Huber & Associates employees who are Missouri residents:
•
Programming/Programming Support Services
o Point of Sale Canteen Debit Support
o
o
Kiosk Debit Support
Kiosk Debit Phone Time Sales and Call Detail History Viewing Application Support
o
o
System Problem Resolution
Daily Offender Movement File Acquisition from DOC
o
Hourly Offender PIN Number Acquisition from DOC
•
•
File Transfer Support of Information
•
PIN and DEBIT Administration
•
Hosting Services
•
Project Management
ShawnTech Communications, Inc.
ShawnTech Communications, Inc. will be retained as the existing provider of maintenance services for the
Missouri Department of Corrections facilities. ShawnTech will also be providing maintenance services for
all telephones, workstations, routers and internet access devices. Maintenance services will be provided
by existing technicians that have experience and current security clearances.
Each of the employees provided by ShawnTech under the provisions of the Securus agreement with
ShawnTech will be residents of Missouri and will continue to be based in Missouri. Technicians frequently
travel overnight to locations to provide service and are provided compensation for travel and fuel
purchases within their assigned territory.
•
t:l SECURUS·
~...:.-
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Tech nologies, Inc. All rights reserved.
315
Guarded Exchange, LLC
OUf strategic partner, Guarded Exchange, LLC, is a Missouri company, headquartered in the Lake ofthe
Ozarks area, with an additional future satellite office in Jefferson City, Missouri. The following services
will be provided by Guarded Exchange employees who are Missouri residents:
•
Programming/Programming Support Services
•
Call Monitoring Services
•
Reporting Services
•
Training Services
•
Project Management
b. Provide a description of the economic impact returned to the State of Missouri through tax revenue
obligations.
"
Securus has read, agrees, and compJies.
Securus Technologies, Inc.
Revenue associated with this contact is expected to be in excess of$40M over the five year term of the
contract. As a result, Securus is anticipating paying the State of Missouri $7.SM for personnel services and
data connectivity. Additionally, over the next five years Securus will pay Huber & Associates over $2.SM
and over $lSM to ShawnTech Communications and Guarded Exchange LLC.
•
Securus will spend over $8.7M for telecommunication services to transport inmate calling from facilities
in the state of Missouri.
The monies that Securus has identified above go back into the State of Missouri through tax revenue
obi igations on the part of all parties. I n fact, Securus will pay the appropriate state taxes associated with
the estimated $40M in revenue associated with this contract
·Securus has existing employees in the state of Missouri for which Securus pays Missouri payroll
withholding and unemployment taxes.
Secums currently serveS over 100 facilities within the State of Missouri and remits state and local taxes
on revenues originating from facilities within the State.
Huber and Associates
Our strategic partner, Huber & Associates has had prior economic impact returned to the State of
Missouri as follows: $193,000 in remittances and $184,000 in Missouri payroll withholding taxes during
2010 and 2009 respectively. Missouri sales tax revenue generated was approximately $320,000 in 2010
and $270,000 in 2009. In addition, Missouri unemployment tax totaled $9,900 in 2010 and $9,300 in
2009.
Guarded Exchange, LLC
316
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.
[D SECl;JBUS-
.......--
•
Our strategic partner, Guarded Exchange, LLC (a Missouri corporation) will employ an estimated 56
residents, all within the State of Missouri, to perform the call monitoring requirements. It is estimated
that total payroll will meet or exceed $1.75M per year. Additionally, Missouri corporate income tax will be
paid on any profits f~m this service.
c. Provide a description of the company's economic presence within the State of Missouri (e.g., type
offacilities: sales offices; sales outlets; divisions; manufacturing; warehouse; other), including
Missouri employee statistics.
"
Securus has read, agrees, and complies.
Securus Technologies, Inc.
Securus currently has five sales offices operating in the State of Missouri and employs a total of 10
Missouri based employees.
Huber and Associates
•
Huber & Associates' corporate headquarters is centrally located in Jefferson City, Missouri. The facility is
approximately 20,000 square feet and includes office space for sales, technical, and administrative staff;
training facilities; a Data Center and Business Partner Innovation Center; and space for disaster recovery
sites. The corporate headquarters in Jefferson City houses 42 of the company's 59 employees. Huber &
Associates also leases approximately 1,300 square feet of office space in Springfield, MO, for its sales,
technical, and administrative team which services the southern portion of Missouri and surrounding
states. There are four employees at this location. Huber & Associates has remote sales staff in St. Louis
and Kansas City, providing coverage for both the eastern and western areas of the state
Guarded Exchange, LLC
Guarded Exchange's corporate headquarters is centrally located in the Lake of the Ozarks area. The
facility is approximately 10,000 square feet and includes office space for sales, technical, and
administrative staff; and training facilities. Additionally, 83 cubicles are available for monitoring staff.
Guarded Exchange will also locate a satellite office in the Jefferson City area to assist with the monitoring
operations. The actual Site location will be determined with the state agency's approval after contract
award.
3.
The offeror should indicate whether the proposed offender telephone system is compatible with the
following adaptive technology products:
a. Jaws,
b. Windows Eyes,
c. Zoomtext,
d. MAGic, and
•
e. Dragon Naturally Speaking .
~ SECIJ.~US·
...:-::...-
Missouri DOC RFP No, B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies,lnc. AU rights reserved .
317
tJ
Securus has read, agrees, and complies.
The offender telephone system is compatible with visually and hearing impaired assistive technology.
Specifically, the Securus SCP offender telephone system may be configured to be cOIll"patible with the
following commonly lIsed assistive technology products:
•
JAWS
•
Window Eyes
•
ZoomText
•
MAGic
•
Dragon Naturally Speaking
4.
•
The offeror should indicate their response time for customer service calls.
Securus has read, agrees, and complies.
Each service level has a resolution and escalation timeline meeting a requirement for a major and minor
outage. The following table outlines our service response times and escalation contacts.
;.
Service Response Times and Escalations
Securus has signed a teaming agreement and Statement of Work with ShawnTech Communications. The
provisions of the Statement of Work between ShawnTech and Securus related to response times for
customer service calls are as follows. If the state agency wishes to discuss additional or different
response times, Securus will be happy to accommodate that discussion and consider changes to the
response times.
Priority 1 troubles are defined but not limited to the following:
•
A failure of25% or more of the inmate telephones in one area within a Missouri DOC facility.
•
If any of the call processing, call tracking, billing service is impaired, or when all offender
telephones are not operational
ShawnTech is to respond to an trouble reports within one (1) hour of notification from Securus.
Notification is defined as written or verbal communication to ShawnTech personnel from Securus of a
system or network issue.
•
318
ShawnTech must contact the Missouri DOC site contact with the remote testing results (or
update of the testing process) within two (2) hours of the initial trouble report (if the system
is suitably equipped for such testing). Otherwise, within two (2) hours of the original service
notification from Securus or Missouri DOC institution, ShawnTech must notify the Missouri
DOC site contact that a technician has been dispatched and must provide the estimated time
of arrival.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
el20n !;ecurus Technologies, Inc. All rights reserved.
~ SECI,JEt~S'
____'-'
•
•
Should the problem not be resolved via remote access and confirmation obtained from the
Missouri DOC site, Shawn Tech must have a qualified technician sUitably equipped for the
installed system, on site atthe Missouri DOC institution within four (4) hours from the time
of the initial trouble report.
•
ShawnTech is to use commercially reasonable efforts to repair the system(s) to bring it to
normal operating status within eight (8) hours of the initial trouble report.
•
At anytime that a Priority 1 trouble is unlikely to be resolved within the first four (4) hour
timeframe. Shawn Tech is to notify securus' Program Managers before the first four (4) hours
have expired. Shawn Tech is then to provide Securus' Program Managers with an updated
status report every two hours until the trouble has been resolved and is confirmed by
Missouri DOC site staff.
Priority 2 troubles are defined but not limited to the following:
•
•
Shawn Tech is to respond to al1 Priority 2 trouble reports within four (4) hours of notification
from Securus through the use of remote testing or access. Notification is defined as written
or verbal communication to ShawnTech personnel of a system or network issue. Records of
remote testing to comply with this requirement must be available to Securus and/or Missouri
DOC upon request.
•
ShawnTech must contact the Missouri DOC site contact with the remote testing results (or
update of the testing process) within six (6) hours of the initial trouble report (if the system
is suitably equipped for such testing). Otherwise, within six (6) hours of the original service
notification from Securus or Missouri DOC institution. ShawnTech must notify the Missouri
DOC site contact that a technician has been dispatched and must provide the estimated time
of arrival.
•
Should the problem not be resolved via remote access and or resolution confirmation is not
obtained from the Missouri DOC site. ShawnTech must have a qualified technician suitably
equipped for the installed system, on site at the Missouri DOC institution within twelve (12)
hours from the time of the initial trouble report.
•
ShawnTech is to use commercially reasonable efforts to repair the system(s) to bring it to
normal operating status within twenty-four (24) hours of the initial trouble report.
•
•
A system failure or problem other than a Priority 1 as defined above.
ShawnTech is to track monitor and report any/all trouble reports received via an online
ticket tracking system. All trouble reports must be kept on file for at least a one- (1) year
period from the date of resolution. Reports should be archived for the life of this contract.
Trouble response is defined as initially a certified technician's attempt to remotely access and test those
sites or equipment that have the capability. followed up with a call to the Missouri DOC site with a status
report. Then if unresolved or needing further resolution confirmation advising the Missouri DOC
institution that a certified technician properly equipped has been dispatched and their estimated time of
arrival to the site.
•
Escalation
[;:) SECURUS'
~-.;.:-.~
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
319
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 supervisory 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 - DirecC:or 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: ddehoyos@securustech.net
~D~PE'R'AMENDMEN_Tl#OOl
5.
If
The offeror should identify all applicable taxes/fees that would be passed on to the customer for collect
calls in addition to the offender's per minute prices and set-up charges.
Securns has read. agrees, and complies.
The offender per minute prices and set-up charges are identified in Exhibit A.
All applicable taxes that would be passed On to the customer for collect calls include government
mandated taxes;
320
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t::l SECVfl~S_
......
•
•
Federal taxes for collect calls originating from Missouri to collect call recipient living in another
state (Interstate Collect Calls)
•
State and local taxes for collect calls originating from Missouri to collect call recipient living in
Missouri (Intrastate Collect Calls)
All applicable fees that would be passed on to the customer for collect calls include:
•
Federal Universal Service Fund (USF) for Interstate Collect Calls only
•
Federal Telecommunication Relay Service for Interstate Collect Calls only
•
Missouri Public Service Commission Assessment for Intrastate Collect Calls only
Securus provides multiple options for customers to fund offender-calling accounts. Securus does not
charge an account establishment fee, and offers "no fee" and "no minimum" options to ensure all
segments of the population can receive calls from the facility.
•
Offender families have the ability to set up prepaid collect accounts via several different funding options.
Securus provides funding and prepaid collect account options at absolutely no charge to the friend or
family member in addition to expedited funding and account options, which may carry an additional
charge. Accounts may be established on Securus' Website, or by calling into our U.S.-based call center .
Securus understands the financial challenges faced by the families of our inmates, and therefore ALWAYS
offers a no cost, no minimum funding option to ensure communications can occur. By simply
mailing payment directly to Securus, and noting on the payment the collect account number they have
established with Securus, the monies will be deposited into the account and calls can be completed.
jfthe friend or family member wishes to fund the account faster than the mail allows, we also offer
several "convenience" options, which include small charges associated with the cost of providing these
conveniences. The only fee Securus will charge is the $6.95 funding fee when paying with a credit or debit
card to fund an account. The fee has been identified in Exhibit A.
•
--_.
~ SECU.ftl;lS·
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
321
Securus does not charge any account inactivity fees or account closing fees on customer accounts. The
following table lists all fees billed to the customer.
Amount and/ or
Description
Applies to:
Prepaid, Direct
Bill Calling
Accounts
Account Set Up/Opening/
Establishment Fee
$0.00
All Accounts
none
Minimum Payment
Amount - via Western
Union or by mail or
online banking
$0.00
Prepaid, Direct Bill
none
Minimum Payment
Amount - online or by
phone
$25.00
Prepaid or
Direct Bill
all
Refund Fee
$0.00
None
none
$6.95
for credit/debit
card or check-byphone payments
online or by phone
Prepaid, Direct Bill
all
Bill Statement Fee monthly
$0.00
Traditional Collect
none
Return Check Charge
$25.00
Prepaid,
Direct Bill
Traditional Collect
all
Funds expire after
180 days of
inactivity
Prepaid Accounts .
all
Fee or Charge
,
I
-
Transaction Processing
Fee
Funds Expiration
C.2
1.
322
Applies to local,
intra LATA,
InterLATA,
and/or Interstate
,
,
---
--
•
EXPERTISE OF PERSONNEL:
The offeror should provide detailed information about the experience and qualifications, including any
applicable certifications, of the personnel proposed for each personnel classification provided in
response to the RFP and identify whether the staff is that ofthe contractor or subcontractor.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
r=:> SECU~~S·
---
•
The information submitted should clearly identify previous experience of the person in performing
similar services and should include beginning and ending dates, a description of the role of the
person in such performances, results of the services performed, and whether the person is
proposed for the same services for the State of Missouri.
ti
Securus has read. agrees, and complies.
Securus provides detailed information about the experience and qualifications, including any applicable
certifications, of personnel proposed to provide the services proposed in response to this RFP.
The completed experience format described in C.2.4 is provided for Securus, Huber & Associates.
ShawnTech. and Guarded Exchange personnel.
2.
"
•
The offeror should provide previous work assignments of the proposed personnel that are similar to the
work they will be responsible for under the subsequent contract.
Securus has read. agrees. and complies.
Securus has prOVided previous work assignments of our proposed personnel that are similar to the work
they will be responsible for under the subsequent contract in the completed experience section of the
documents included in C.2.4 .
3.
"
The offeror's description should include the number of staff provided for this purpose and the expertise
of the staff in performing the services required. The offeror should indicate where they intend to locate
the proposed offender telephone call review staff.
Securus has read, agrees, and complies.
Securus will deploy the following twenty (20) staff members for the Missouri Department of Corrections
requirements associated with this RFP.
Account Management (3)
Securus will be providing a full time Senior Account Executive, located in Simi Valley, California; for the
purpose of maintaining proactive communications with the Missouri Department of Corrections and for
ensuring that all terms and conditions associated with the contract are met. ]n addition. this person will
be responsible for maintaining a minimum level of customer satisfaction level with the entire account as
measured by the Securus Customer Opinion Survey. The Missouri Department of Corrections will
establish the minimum required level of satisfaction to be measured on a semi-annual basis. The Senior
Account Executive will also be responsible for completing quarterly account review meetings with the
Missouri Department of Corrections and for presenting proactive and creative solution and new products
to MODOC.
Securus will also provide a full time Account Executive, located in the Jefferson City, Missouri area to
oversee the day to day activities between the companies, The Account Executive will be accountable to
•
Missouri DOC RFP No. B2%11019 for an Offender Telephone System
© 2011 5ecurus Technologies, Inc. All rights reserved.
323
Enterprise Systems Development (1)
The Securus Director Enterprise Systems Development is responsible for the Securus Applications
DeveJopment organization and will be accountable for the caIJ detail reporting process flow and
associated custom interfaces between Guarded Exchange, Huber & Associates and Securus. The Director·
will be a key part ofthe implementation team and will be responsible for the ongoing health and
operability ofthe custom interfaces.
Customer Care Center (3)
Sec:urus will provide three (3) call center agents that will be trained on the Missouri Department of
Corrections environment and will be familiar with your site locations and facilities. These agents will be
located in Dallas, Texas and will be available 24x7x365. The call center agents will be associated with the
SeC;urus Customer Care Center and will have access to the full range oftools available to our DOC
customers to receive and resolve family and friends issues.
•
IT Operations (1)
The Senior Director IT Operations is responsible for both the Securus Data Centers as well as the Securus
Network Operations Center. In her role, the Sr. Director of IT Operations will be responsible for the
Missouri Department of Corrections network monitoring including the private MPLS network, network
components and network connectivity. The position will also be accountable to the Missouri Department
of Corrections for the health of the network and MODOC data residing in the Securus data centers.
Huber" Associates
Huber & Associates is currently providing support services for the Missouri Department of Corrections'
Offender Telephone System contract; Huber & Associates' team has a thorough understanding of the
State's current banking and PIN/DEBIT requirements. Huber & Associates has valuable insight into the
additional needs of the banking system as well as in-depth knowledge of how to improve existing
processes and create greater efficiencies without compromising security or quality.
Huber & Associates will continue to utilize the talented team ofapplication developers, technical
consultants, and certified project managers who have been supporting the previous contract. This
strategy will allow us to speed up the implementation at the lowest possible risk. The combination of
experience, expertise, and reliability are not only good predictors of future performance; it also sets this
team apart.
Following is the organization we have in place to support this project. Our team is ready to begin the day
the contract is signed!
Detailed information about the experience and qualifications of key project personnel is provided below.
ShawnTech
•
Missouri DOC RFP No. 82Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
325
ShawnTech Communications, Inc. has been providing services to the Missouri Department of Corrections
since 1996. This Team has a combined (32) years of experience supporting and maintaining the
department's inmate phones and call control system. During that time, this Team has performed multiple
installations, repairs, preventative and reactive maintenance at the State's correctional facilities. These
technicians are very knowledgeable of the state's infrastructure, as it pertains to the inventory and
mapping of the inmate phone call control system, circuits, switches, and phone set locations. Because the
Technical Team is so familiar with the State's infrastructure, their insight will be key in using any
applicable existing telephones, cable and applicable equipment. Their knowledge of the existing
configuration will be an asset during the installation and eliminate a great deal of prep work normally
required in these efforts. These technicians keep extensive mapping documents to record this
information and update, as necessary.
The ShawnTech Field Team has the basic certification requirements for the position of a field technician,
and possesses the necessary skill sets to support inmate phone platforms and associated equipment, for
aU installation, maintenance and repair needs for the inmate call control system. The experience and
value of this Team's performance in the State will continue to preserve the continuity and familiarity of
service that the State of Missouri is accustomed to.
The ShawnTech Technical Team is assigned specific sites to promote familiarity with their site's
infrastructure and facility contacts. This has proved invaluable in gaining quick access for our technicians
to be 'nimble' in moving through the facility's clearance protocol for access and escort coverage. Delays in
entry can cause delay in response time. These are not issues with this Team. They are very
knowledgeable of the State's protocol and work efficiently through the process to minimize any
inconvenience to the facility and personnel.
•
The Technical Team are on-call and available on a 24 x 7 basis, so responding to the needs of the State at
any time during a twenty-four (24) day, three hundred and Sixty-five (365) days of the year is not a
problem. Any trouble condition of a priority nature will be handled promptly; and trouble diagnosis will
be initiated with (4) hours of notification of the outage. Once the technician leaves the site, the
documentation of the trouble, diagnosis, and resolution will be emailed to the appropriate parties.
Preventative Maintenance
The ShawnTech Field Team performs preventative maintenance inspections on a routine basis to ensure
that systems are working at peak efficiencies, and phones are functioning at all times. Through remote
testing, volume reports and test calls, these inspections help to keep the call control system and
equipment operating at optimal levels. During these inspections, the following equipment and systems
are checked:
•
•
Filters, fans and system parts are cleaned;
•
Circuit interfaces are checked for errors to ensure that all connections are clean and secure;
•
All workstation functions are thoroughly tested;
•
326
All backboards, telephones and wiring are securely mounted and checked
Routine traffic analysis for stations and trunks are conducted to determine failing telephones,
phones with low usage/high usage - to make sure the inventory is adequate for the
population need;
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
t::l SECU.FJ~S·
.;..:..;_.:-
•
•
Lines, trunks, circuits are checked and tested for functionality;
Because this Team conducts routine visits, they are on-site regularly, and can be available to your Staff or
Officers for general support; i.e. questions about a feature or function of the system, how to run a report,
or how to burn a CD.
ShawnTech resumes are submitted below.
4.
Ifpersonnel are not yet named. the offeror should provide:
Detailed descriptions of the required employment qualifications; and
Detailed job descriptions of the position to be filled. including the type of person proposed to be
hired.
•
Securus has read, agrees, and complies.
Securus
•
Securus is proposing our Secure Call Platform"" (SCP) as our Inmate Telephone System technology. Our
SCP is a fully digital system that provides industry leading, crystal clear delivery of voice
communication-important in the environment that it operates within. Securus has installed this system
at over 1000 facilities. With our unique ability to upgrade the system as technology advances, SCP
provides you with access to the latest technology without delay and without unnecessary confusion and
labor.
The advantages ofSCP derive primarily from its carrier-class centralized architecture. All centralized
platforms are not created equal; many centralized platforms are simply premises-based systems that
have been moved to a central location.
SCP's centralized architecture features:
•
•
Scalable system design which allows us to: (i) update functionality with ease and with minimal
disruption; (ii) turn-up new sites with ease; (iii) keep all sites on same software releases; (iv)
standardize training and avoid unnecessary end-user confusion; and, (v) make sure sites always
have the latest technology for call management, public safety, and investigations.
•
•
Minimal on-site equipment which allows us to: (i) expedite installations due to fewer components
and minimal needs for on-site work; (ii) reduce time-to-repair; and, (iii) ensure call recordings are
protected and are backed up in real-time, rather than through a time consuming and risky nightly
batch process.
Pro-active network monitoring which allows us to (i) offer a carrier-class central office/data
center that allows for system monitoring and quick fault identification and isolation; (ii) reduce
downtime and improve end-user satisfaction; and, (iii) diagnose and resolve issues on your
system, often before you notice a problem yourself--our records indicate that our monitoring
systems reduced direct facility service issues by approximately 40%, because it discovers and
resolves issues before they become a problem for the facility .
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus TechnQlogies, Inc. All rights reserved.
327
• Securus, through our subsidiaries, has been provi.ding communications platforms and
investigative services to the correctional industry for over 22 years. Our focus and experience
allows us to custom tailor programs and platforms to make sure your needs are met, not only at
contract award time, but throughout the length of our contract. Our experience and our
extensive customer base allows us to keep a finger on the pulse of the corrections industry,
identifying trends in inmate cailing and adapting to an ever-evolving secure calling and
investigative management industry. We process more than 40 million calls each month on
approximately 52 thousand lines. Our footprint provides service to over 1 million inmates. We
are proud of our service to over 450,000 state DOC inmates in 12 state DOC's that use calling
platforms. The Texas Department of Criminal Justice (TOGO subcontract award was one of our
most recent DOC additions. Securus is responsible for installing, maintaining and managing the
SCP system at 114 TDCJ facilities.
Corporate Financial Strength
The financial statements of all vendors providing offender telephone systems are quite different. Many
have taken on large debt and as a result are heavily burdened. Securus is proud to have the least debt of
any of the major companies (our debt to income ratio is 5S percent lower than our nearest competitor!).
Moreover, we can boast of being Sarbanes-Oxley compliant, which guarantees that we have the financial
reporting safeguards in place to ensure accurate and timely payments of our financial commitment to
facilities - the only offender telephone company that is compliant. Our financial trending is positive and
we continue to invest in our company by developing new features on our SCP platform and hiring new
people.
60 Corporate Software Development Employees
•
We have the largest software development team in the industry. These developers continually refine,
examine and add to our existing software platform and develop new features that show up at your facility
in the form of system upgrades and new product offerings. Our newest software development efforts are
centered on providing call analysis technology that will assist investigators in identifying criminal activity
before it happens.
Largest Account Management Team in the Industry
Over the course of the last year, Securus has invested in customer facing account management
profeSSionals by hiring over 40 new employees and providing new training programs. In aU cases, the
goal is to spend more time in front of the existing and potential clients and to do a better job of listening
and learning how best to serve our customers. We intend to be in our accounts more often. earlier and
deeper than any other account team.
328
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 1011 Securus Technologies, Inc. All rights reserved.
[:) SEC~IJS'
•
Securus Project Management Resumes
Mitchell McMahon
Name of Person:
•
Educational Degree (s): include college or
university, major, and dates
•
Specialized Training Completed. Include dates and
documentation of completion:
•
•
•
University of Phoenix, AA, Information Technology
(2008)
Northeastern University, Bachelor of Science,
Management (Expected commencement Winter, 2012)
Six Sigma Black Belt
Lean Six Sigma & Design For Six Sigma, (2010)
Project Management Institute, PMP Certification,
(2010}
# of years experience in area of service proposed to
provide:
•
12 years
Describe person's relationship to offeror. If
employee, # of years. If subcontractor, describe
other/past working relationships
Securus Employee, 12 years
•
Describe this person's responsibilities over the past
12 months.
I)revious employer(s), positions, and dates
Identify specific infonnation about experience in:
0./
¥
•
Customer Service with Pre-Paid Called Parties
Monitoring and Review of Offender Phone
Calls
CD SECYf!~~r
Project oversight for offender telephone system
installation
• Site design and engineering oversight for offender
telephone system
• Installation support and quality control oversight for
offender telephone systems
• Installation & Site
personnel management
Mr. McMahon has been a full time employee of Securus for
the past twelve (12) years. Previous employment in family
associated businesses.
the
provide dates,
in the
Extensive experience over the past twelve (12) years with
installation and project management of all Securus SCP
feature functionality including SCP OTS prepaid calling
(AdvanceConnect) plan. Experience includes project
management of installation and customer acceptance of
prepaid calling capabilities
Extensive background and experience over the last twelve
(12) years in technical aspects of monitoring and review of
offender OTS calls. Experience includes as Securus
Technical Support Manager where he was responsible for
level 3 escalations of customer issues through the Securus
Technical Services Center.
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies, Inc. All rights reserved.
329
---~
./ Technical Support
Previous position as Technical Support Manager in
Securus Technical Services Center for five (5) years .
Extensive background in customer interface, technical
forensics and Securus escalation processes.
./ Implementing and
Telephone Systems
Manager, Installation & Site Engineering. Provides
management oversight of all OTS implementation
activities, from site design to physical installation at
customer premise including all back-office customer setup
and provisioning.
Maintaining
Offender
8m Mhdl
ta IRIl et 0 OOIIY
Describe the person's planned duties/role proposed
herein:
Mr. McMahon will provide total management oversight for
this project and will provide internal executive reporting
on the progress, milestones attainment and issues related
to the installation. Mr. McMahon will be accountable for
timely completion of all implementation milestones and
will be responsible for receiving customer sign off of
completed installation. Mr. McMahon's team will be
responsible for completing all tasks identified in the
proposed installation plan.
Specify the approximate number of hours this
person is proposed for services
Mr. McMahon anticipates approximately 150 hours of
management oversight ofthis project.
330
Missouri DOC RFP No. B2Z11019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. All rights reserved.
I:::l SECl,.Jfll)S·
......__•
•
•
...
-~-
Name of Person:
Jeremy C. Lamey
University of Oklahoma, BA -Letters (2002)
Oklahoma Christian University, MBA (2006)
Educational Degree (8): include college or
university, major, and dates
•
•
Specialized Training Completed. Include dates and
documentation of completion:
BPI/PM Dell Inc. (2005)
# of years experience in area of service proposed to
provide:
10 years experience in project management
Describe person's relationship to offeror. If
employee, # of years. If subcontractor, describe
other/past working relationships
2 years experience at Securus Technologies, Inc
Project Management Team Lead for the Western. Midwest
and Northeaster regions.
•
•
•
•
Develop detailed project plans with timelines and
milestones. and monitor progress throughout.
Manage and monitor customer and internal
communication.
•
Manage and monitor installation budgets and overall
capital expenditure.
•
Previous employer(s), positions, and dates
Manage and monitor coordination with facilities,
facility contractors for new construction, incumbents,
field service managers, field technicians. installation
support. purchasing, and logistics.
•
Describe this person's responsibilities over the past
12 months.
Manage, monitor, and evaluate. installation of
comprehensive call monitoring and recording systems
induding products, features, services, and equipment
for the regional facilities.
Partner with account executive and territory managers
to ensure provisioning and equipment requirements
are met.
Dell, Inc. (2004-2009)
Idc::ntifY specific infonnation about experience in:
•
,/
•
Customer Service with Pre-Paid Called Parties
•
t;:l SECURUS::.i.:!::":_
Clearly identify the experience, provide dates,
describe the person's role and extent of involvement
in the nl"!r·lp.n'~p
Experience in implementation planning of Securus
prepaid calling feature in Securus SCP (2009)
I<'vy,,,, .. i"'nce in
coordination and
Missouri DOC RFP No. 82211019 for an Offender Telephone System
© 2011 Securus Technologies. Inc. AU rights reserved.
331
