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ATTN: Todd Dlouhy/Ruth Gray
Nebraska Department of Correctional Services
State Purchasing Bureau
301 Centennial Mall South, Mall Level
Lincoln, NE 68508
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP No. 2505Z1
Request for Proposal for
Inmate Calling Services
Release Date: May 30, 2008
Response Date: July 8, 2008
From:
Public Communications Services, Inc.
11859 Wilshire Boulevard, Suite #600
Los Angeles, CA 90025
(800) 350-1000
pes
Letter of Transmittal
Public Communications SerViCf!5
July 3,2008
ATTN: Todd Dlouhy/Ruth Gray
Nebraska Department of Correctional Services
State Purchasing Bureau
301 Centennial Mall South, Mall Level
Lincoln, NE 68508
Dear Mr. Todd Dlouhy & Ms. Ruth Gray:
Public Communications Services, Inc. (PCS) is pleased to present this proposal for
turnkey inmate telephone services to the State of Nebraska's facilities. This proposal
is in response to the Request for Proposal No. 2505Z1 for Contractual Services
released May 30, 2008.
The following individuals are authorized to represent PCS and enter into a binding
agreement with the State of Nebraska:
Tommie E. Joe
President & Chief Operating Officer
11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025
tommie.joe@teampcs.com
Contact Number: 800-350-1000 ext. 3037
Fax Number: 310-954-2118
Rudy Zaragoza
Vice President of Sales and Marketing
11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025
rudy.zaragoza @teampcs.com
Contact Number: 800-350-1000 ext. 5472
Fax Number: 310-954-2118
PCS has proposed the best equipment, technology, service and support available in
today's marketplace, while also providing the lowest possible call rates. We are
confident that our proposal provides the best value proposition to meet and exceed
the State's goals and objectives. We look forward to responding to any questions
resulting from your review of the enclosed proposal. For additional information,
please feel free to contact me at 800-350-1000 ext. 3037 (office) or by email at
proposals@teampcs.com.
Sincerely,
Tommie E. Joe
President & Chief Operating Officer
Public Communications Services, Inc
11859 Wilshire Blvd., Suite 600· Los Angeles. CA 90025' (310) 231-1000' (800) 350-1000' Fax (310) 473-4714
www.pcstelcom.com
W:~ Printed on Recycled Paper
In Control. In Command.
Table of Contents
State of Nebraska
Inmate Calling Services
RFP Number 2505Z1
Technical Proposal
Letter of Transmittal ....................................................................................................... i
Table of Contents ............................................................................................................ ii
Technical Proposal
1.
Proposal for Contractual Services Form ............................................................ 1-1
2.
Executive Summary .............................................................................................. 2-1
3.
Corporate Overview .............................................................................................. 3-1
a.
b.
Financial Statements....................................................................................... 3-1
c.
Change of Ownership ..................................................................................... 3-3
d.
Office Location ............................................................................................... 3-3
e.
Relationships with the State............................................................................ 3-4
f.
Bidder’s Employee Relations to State ............................................................. 3-4
g.
Contract Performance .................................................................................... 3-5
h.
Summary of Bidder’s Corporate Experience ................................................... 3-5
i.
Summary of Bidder’s Proposed Personnel/Management Approach ............... 3-8
j.
4.
Bidder Identification and Information .............................................................. 3-1
Subcontractors.............................................................................................. 3-26
Technical Approach.............................................................................................. 4-1
a.
Understanding of the Project Requirements .................................................. 4-1
b.
Proposed Development Approach .................................................................. 4-3
c.
Technical Considerations................................................................................ 4-5
Table of Contents - ii
d.
e.
5.
Detailed Project Work Plan ........................................................................... 4-11
Deliverables and Due Dates ......................................................................... 4-14
PCS Response to RFP Section IV: Project Description & Scope of Work ....... 5-1
a.
Project Overview ............................................................................................ 5-1
b.
Project Environment........................................................................................ 5-2
c.
Project Requirements...................................................................................... 5-3
d.
Business Requirements ................................................................................. 5-6
e.
Technical Requirements ............................................................................... 5-12
f.
Implementation Plan .....................................................................................5-46
g.
Provide Post-Implementation Support .......................................................... 5-47
h.
Deliverables .................................................................................................. 5-53
6.
Exceptions to RFP Section III: Terms & Conditions .......................................... 6-1
7.
Cost Proposal........................................................................................................ 7-1
8.
Proprietary Materials List ..................................................................................... 8-1
9.
Form A – Bidder Contact Sheet ........................................................................... 9-1
Attachments
A
PCS Audited Financial Statement for 2007
B
Dun & Bradstreet Financial Report
C
First Regional Banking Reference
D
Douglas County Letter of Reference
E
State of Missouri Letter of Reference
F
Implementation Plan
G
List of LECs & CLECs
H
Declaration of Conformity with FCC Requirements
I
Navitel/OTC Inmate Telephones
J
Sample Dialing Instructions
K
Certificate of Liability Insurance and Worker’s Compensation Insurance
L
Douglas County Employee of the Year Notification
Table of Contents - iii
RETURN TO:
State Purchasing Bureau
301 Centennial Mall South, 1st FI
Lincoln, Nebraska 68508
OR
P.O. Box 94847
Lincoln, Nebraska 68509-4847
Phone: 402-471-2401
Fax' 402-471 -2089
State of Nebraska (State Purchasing Bureau)
REQUEST FOR PROPOSAL
FOR CONTRACTUAL SERVICES FORM
RELEASE DATE
SOLICITATION NUMBER
2505Z1
May 30,2008
PROCUREMENT CONTACT
OPENING DATE AND TIME
July 8, 2008 2:00 p.m. Central Time
Todd Dlouhy/Ruth Gray
This form is part of the specification package and must be signed and returned, along with proposal
documents, by the opening date and time specified.
PLEASE READ CAREFULLV!
SCOPE OF SERVICE
The State of Nebraska, Administrative Services, Materiel Division, Purchasing Bureau, is issuing this Request
for Proposal, RFP Number 2505Z1 for the purpose of selecting a qualified contractor to provide Inmate Calling
Services.
Written questions are due no later than June 10, 2008, and should be submitted via e-mail to
matpurch.dasmat@nebraska.gov. Written questions may also be sent by facsimile to (402) 471-2089.
Site Visits will be conducted from June 16, 2008 through June 20,2008. Reference Section I.B Site Visits for
further information.
Bidder should submit one (1) Original and six (6) copies of the entire proposal.
In the event of any
inconsistencies among the proposals, the language contained in the Original proposal shall govern. Proposals
must be submitted by the proposal due date and time.
PROPOSALS MUST MEET THE REQUIREMENTS OUTLINED IN THIS REQUEST FOR PROPOSAL TO BE
CONSIDERED VALID.
PROPOSALS WILL BE REJECTED IF NOT IN COMPLIANCE WITH THESE
REQUIREMENTS.
1. Sealed proposals must be received in State Purchasing by the date and time of proposal opening indicated
above. NO late proposals will be accepted. NO electronic, e-mail, fax, voice, or telephone proposals will be
accepted.
2. This form "REQUEST FOR PROPOSAL FOR CONTRACTUAL SERVICES" MUST be manually signed, in ink,
and returned by the proposal opening date and time along with bidder's proposal and any other requirements as
specified in the Request for Proposal in order to be considered for an award.
3. It is the responsibility of the bidder to check the website for all information relevant to this solicitation to include
addenda and/or amendments issued prior to the opening date. Website address is as follows:
http://www.das.state.ne.us/rn ateriel/purchasing/
BIDDER MUST COMPLETE THE FOLLOWING
By signing this Request for Proposal For Contractual Services form, the bidder guarantees compliance with the provisions
stated in this Request for Proposal, agrees to the terms and conditions (see Section III) and certifies that they maintain a
drug free work place environment.
FIRM: Public Communications Services, Inc.
COMPLETE ADDRESS: 11859 Wilshire Blvd. Ste 600. Los Angeles CA 90025
TELEPHON5JIIII~E:=Qm}50-100~ FAX NUMBER: (310) 954-2118
SIGNATUR~ ~ ~ ~
DATE: ",Ju",IY:t...>C3...."2""0"'0"'8_ _ _ _ _ _ _ __
TYPED NAME & TITLE OF SIGNER: Tommie E. Joe, President & Chief Operating Officer
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Section 2: Executive Summary
EXECUTIVE SUMMARY
Public Communications Services, Inc. (PCS) is pleased to present this proposal for a turnkey
Inmate Telephone System, and we are eager to outline the key reasons why the PCS Solution
is the best solution for the State of Nebraska.
PCS understands the State’s need to provide the lowest possible rates to inmates and their
families and friends. As a long-term vendor in the inmate telephone industry, we realize the
importance of low rates in ensuring that inmate communication with their loved ones is simple
and affordable.
PCS’s proposal addresses these needs by providing low rates that are easy to understand. The
rates in this proposal represent a 39% average savings over the calling plans currently in place
at the State of Nebraska. Further, the rates are simple – so auditing will be easier, and inmates
and their loved ones should never be confused about the cost of staying in touch.
PCS also understands that the State needs to balance the lowest possible rates against the
need for superior system reliability and service. As this proposal demonstrates, PCS can
support the State’s technical and service needs. We will deliver an on-time implementation. We
will install highly reliable, hardened, state-of-the-art equipment. We will support your system with
our top-tier Service Delivery Platform. And we will guarantee that Cardless Debit calling is
integrated with the State’s commissary system and is fully functional at system cutover.
Finally, PCS understands the state’s need for a long-term solutions partner with a vendor
who has a strong and stable history in the telephone services industry and a track record of
excellent service.
As this proposal shows, PCS is not only a strong, service-oriented company with more than
twenty years in the inmate telecommunications business. We are also growing – in the last few
years, we have gained key accounts such as the Missouri DOC and Douglas County, Nebraska;
and we continue to earn the business of major accounts across the country. Further, in trying to
earn the State of Nebraska’s business, PCS has spent many years cultivating our familiarity
with the State and its needs. Today, we have not only the technical know-how to meet the
State’s technical and service-related needs, but also the size, strength, and experience to
assure the State that we can keep rates low and system performance high.
Our proposal describes in detail PCS’s ability to meet each need outlined in the RFP; this
Executive Summary summarizes our abilities to meet these particular needs, as we understand
them to be the highest priorities for the State of Nebraska.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Low, Simple Rates for the State of Nebraska
As a zero-commission state that has traditionally boasted one of the lowest inmate calling rates
in the country, Nebraska obviously places a high value on providing the lowest possible rates to
its constituents. Likewise, PCS has been in the inmate telephone service business long enough
to appreciate the importance of low and easy-to-understand rates for inmates at correctional
institutions. History shows us that communication with loved ones contributes to a lower rate of
recidivism and higher inmate morale.
Therefore, PCS is pleased to offer a partnership with the State of Nebraska that will provide the
following low rates for Nebraska inmates and their loved ones (Figure ES.1):
Collect
Proposed Rates*
Connect
$ 0.70
Local
IntraState/IntraLata $ 0.70
IntraState/InterLata $ 0.70
$ 0.70
InterState
Figure ES.1: Calling Rates
$
$
$
$
Prepaid
Minute
0.00
0.05
0.05
0.05
Connect
$ 0.50
$ 0.50
$ 0.50
$ 0.50
$
$
$
$
Minute
0.00
0.05
0.05
0.05
Debit
Connect
$ 0.50
$ 0.50
$ 0.50
$ 0.50
$
$
$
$
Minute
0.00
0.05
0.05
0.05
*The above rates do not include any applicable federal, state or local taxes, regulatory fees, or surcharges.
These rates are simple, and they are straightforward; PCS never charges undisclosed fees, like
Bill Statement Fees – so inmates, their families and friends, and NDCS personnel can easily
track and communicate the costs, and auditing and accounting tasks will be less cumbersome
than ever before. Furthermore, these rates represent an average savings of 39% over the
State’s current inmate telephone system.
Superior System Reliability and Service
PCS understands that low rates are attractive only when matched with a highly reliable system,
an efficient and seamless implementation, and the top-tier service to support facility staff and
telephone customers.
The PCS Solution has, at its core, a state-of-the-art calling platform that is thoroughly hardened
in the corrections field. Our solution’s proven reliability has been experienced by PCS clients of
all sizes. PCS will connect each site, and each call processor, through a secure high-speed
network that has self-healing capability and constant network monitoring.
Further, PCS is renowned for our excellence in integrations, and our implementations team has
many years of combined experience in providing fast and seamless cutovers. From the moment
of system turn up, inmates will be able to take advantage of Integrated Cardless Debit –
purchasing calling time through the commissary – as well as Prepaid Collect and Collect calling
options.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Finally, PCS understands that the State of Nebraska’s standards for support and service
response are higher than most industry standards. PCS’s seasoned service team can promise
an even higher level of service than the NDCS requires. In fact, we already have higher service
and support standards in place at other client facilities, and we are pleased to offer the State of
Nebraska our expertise in serving large correctional facilities.
As a testament to our outstanding service presence in Nebraska, Mr. Chad Strong, who works
for PCS in Omaha, was once awarded Employee of the Year honors from Bob Houston in
Douglas County, Nebraska, when Mr. Strong worked there as a site administrator. (Please refer
to Attachment L of this proposal for the award notification.) The NDCS service team will also
include Ms. Kimberly Zenchuk as your Client Services Representative and single point of
contact for your inmate telephone service. Additionally, as the current ITS provider to Douglas
County, PCS is pleased to be the only ITS vendor that can provide a continuity of service
between the State and the State’s largest county.
Welcome to PCS – Your Long-Term Solutions Partner
As a major ITS vendor with a strong history and reputation in the inmate telephone services
industry, PCS is uniquely positioned to cultivate the long-term partnership the State of Nebraska
needs to keep rates low and meet its system performance and service goals.
PCS has worked for many years to cultivate this kind of partnership with the State of Nebraska,
and we submitted proposals the last two times the State has gone out to bid for its inmate
telephone services. Over the years, we have been able to visit the State’s facilities many times
and thoroughly familiarize ourselves with the particular needs of the NDCS, putting us in an
excellent position to provide for those needs.
Over the last decade, as PCS has worked to build a relationship with the State of Nebraska, our
business model has remained constant. We are an inmate telecommunications company –
that is what we do, and that is all we do. We are not testing the corrections market, and we are
not new to this industry.
However, one thing has changed about PCS over the years: We’ve grown through experience.
By focusing on steady, long-term growth and understanding the particular needs of large
correctional facilities of 1,000+ beds, PCS has garnered expertise in serving many large, key
accounts, like the Missouri Department of Corrections; Douglas County, Nebraska; and the
Maine DOC. Through this steady growth, PCS has also risen to become one of the Big 3 inmate
telephone service providers, and our financial strength and stability is unparalleled in the
industry.
As your long-term solutions partner, PCS will work proactively with the State to control costs –
keeping calling rates low – and to ensure that inmates receive the most benefits from their
telephone system, like reliable service and multiple calling and payment options. And, as a
strong and financially stable company, PCS can reinvest its resources back into the clients we
serve, providing and maintaining the top-tier service and state-of-the-art technology that not all
vendors can offer.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
A Solid History and a Strong Future with PCS
A valuable indicator of future performance is past performance. PCS invites you to contact our
references – including nearby Douglas County, where we have in place the same calling
system, service, and features that we propose for the State of Nebraska. We are certain they
will attest to the outstanding service they have experienced since partnering with PCS.
PCS looks forward to creating a similar partnership with the State of Nebraska and building a
strong future together. As the corrections industry grows and evolves, PCS will continue to work
proactively with the State of Nebraska to ensure that we are on the forefront of both service and
technology, now and in the future.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
3. CORPORATE OVERVIEW
The Corporate Overview section of the Technical Proposal must consist of the following
subdivisions:
a.
BIDDER IDENTIFICATION AND INFORMATION
The bidder must provide the full company or corporate name, address of the
company's headquarters, entity organization (corporation, partnership,
proprietorship), state in which the bidder is incorporated or otherwise organized
to do business, year in which the bidder first organized to do business, whether
the name and form of organization has changed since first organized, and
Federal Employer Identification Number and/or Social Security Number.
PCS Response: PCS has read, agrees and will comply.
Public Communications Services, Inc.
11859 Wilshire Boulevard, Suite 600
Los Angeles, CA 90025
Phone: (800) 350-1000
Fax: (310) 954-3012
Federal Employer ID Number: 95-4615444
Public Communications Services, Inc. (PCS) is a privately held S corporation incorporated in the
state of California. PCS has provided TURNKEY inmate telephone services and technology to
correctional facilities nationwide.
PCS is one of the three largest national providers of telephone service to federal, state, and
local government agencies. For nearly two decades, PCS has provided innovative
communication solutions for correctional facilities throughout the United States. PCS is a
pioneer and proponent of multiple calling options. We offer pre-paid collect and debit solutions
that are more cost effective than collect services, resulting in lower call rates to correctional
telephone consumers.
b.
FINANCIAL STATEMENTS
The bidder must provide financial statements applicable to the firm. If publicly
held, the bidder must provide a copy of the corporation's most recent audited
financial reports and statements, and the name, address and telephone number
of the fiscally responsible representative of the bidder’s financial or banking
organization.
PCS Response: PCS has read, agrees and will comply.
We have included our current, annual, audited financial report, which includes the auditor’s
statement attesting to PCS’ financial condition, as Attachment A, PCS Audited Financial
Statement for 2007. We have also included our most recent Dun & Bradstreet Financial
Report as Attachment B. Please note that these documents contain proprietary and
confidential information.
If the bidder is not a publicly held corporation, either the reports and statements
required of a publicly held corporation, or a description of the organization,
Corporate Overview
3-1
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
including size, longevity, client base, areas of specialization and expertise, and
any other pertinent information must be submitted in such a manner that
proposal evaluators may reasonably formulate a determination about the stability
and financial strength of the organization. Additionally, a non-publicly held firm
must provide a banking reference.
PCS Response: PCS has read, agrees and will comply.
Public Communications Services, Inc. (PCS) is a privately held S corporation that provides
TURNKEY inmate telephone services and technology to correctional facilities nationwide.
PCS is one of the three largest national providers of telephone service to federal, state, and
local government agencies. For nearly two decades, PCS has provided innovative
communication solutions for correctional facilities throughout the United States. PCS is a
pioneer and proponent of multiple calling options.
We offer prepaid collect and debit solutions that are more cost effective than collect services,
resulting in lower call rates to correctional telephone consumers. Our success in servicing over
150,000 inmates comes from listening to our clients’ unique requirements and then creating
solutions that revolve around the needs of the correctional facility and those of their
constituents. We know that security and operational efficiencies are of primary concern, and we
hold ourselves accountable for creating a seamless transition beginning at the time of
implementation and ensuring a fully integrated solution with existing jail management,
commissary, and inmate banking systems, as desired by the customer.
As inmate telephone service providers our primary goal is to allow inmates and their families to
communicate easily using any of our multiple calling options, which are offered at fair and
balanced rates. We are also one of the biggest proponents of providing quality customer care to
end users and the inmates using our services. We partner and work closely with Inmate
Advocacy Groups to address their customer needs and take proactive steps to establish a
favorable working relationship with Inmate Advocacy Groups nationwide.
Based on the accumulated experience of the past twenty years, PCS has proposed a system
that includes full network infrastructure deployment, 24-hour customer support and billing/inquiry
services for family and friends, and backed up by an Information Technology Management
(ITM) department that is dedicated to innovative and practical system implementations. To date,
PCS has installed and maintained more than 200 inmate telephone systems nationwide, and
has extensive experience with over 200 federal, state, county, city, and private correctional
facility accounts, including: the United States Immigration and Customs Enforcement (ICE), the
State of Missouri; the State of Iowa; the State of Idaho; the State of Vermont; Douglas County,
Nebraska; Kern County, California; Mendocino County, California; San Diego County,
California; Bernalillo County, New Mexico, Reeves County, Texas, GEO Western Regional
Detention Center—San Diego, CA, and others.
An example of our creative approach to customer problem solving and in response to specific
request from the United States Attorney General, Congress and the Department of State, PCS
was commissioned to develop, install and oversee the first domestic and international "Pro
Bono" service linking approximately 480 local and state facilities contracting with ICE
(Immigration and Customs Enforcement) for detainee housing.
Corporate Overview
3-2
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
To meet ICE’s international calling needs for detention centers across the nation housing
approximately 10,000 detainees, PCS pioneered, designed, and developed one of the first
"debit" systems in the nation. This led PCS to design and implement the first hybrid calling
systems that combine collect, pre-paid collect and debit calling, and are able to interface with
existing commissary systems. We have since deployed debit and/or prepaid collect programs in
over 70% of our installations serving over 150,000 inmates and 228 facilities in 26 states.
PCS is focused solely on delivering inmate communications solutions to the corrections
industry. This has enabled us to avoid the instability that has rocked the telecommunications
industry in recent years and that has resulted in many inmate telephone providers abandoning
some or all of their clients. PCS has a long-term track record of financial stability that allows us
to build strong partnerships with our clients, and to keep the commitments we make.
At the present time, PCS manages and supports:
•
•
•
228 facilities located in 26 States
Over 150,000 inmates using 10,155 inmate phones
2.8-million completed calls per month (including 1.3-million completed debit calls per
month)
•
30-million minutes of calling per month (including 10.3-million debit minutes per month)
In addition, a banking reference from First Regional Bank is provided in Attachment C.
The bidder must disclose any and all judgments, pending or expected litigation,
or other real or potential financial reversals, which might materially affect the
viability or stability of the organization, or state that no such condition is known to
exist.
PCS Response: PCS has read, agrees and will comply.
PCS is not aware of any judgments, pending or expected litigation, or other real or potential
financial reversals, which might materially affect the viability or stability of the organization.
c.
CHANGE OF OWNERSHIP
If any change in ownership or control of the company is anticipated during the
twelve (12) months following the proposal due date, the bidder must describe the
circumstances of such change and indicate when the change will likely occur.
Any change of ownership to an awarded vendor(s) will require notification to the
State.
PCS Response: PCS has read, agrees and will comply.
PCS does not anticipate any change in ownership or control of the company during the twelve
(12) months following the proposal due date. PCS will notify the State of any change of
ownership that occurs throughout the life of the contract.
d.
OFFICE LOCATION
The bidder’s office location responsible for performance pursuant to an award of
a Contract with the State of Nebraska must be identified.
PCS Response: PCS has read, agrees and will comply.
Corporate Overview
3-3
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The office of proposed account manager for the State of Nebraska, Kim Zenchuk, is located in
Omaha, Nebraska. Ms. Zenchuk will act as a single point of contact for all inmate telephonerelated activities, inquiries, service requests and issues.
Ms. Zenchuk’s contact information is:
Office phone: (402) 933-9723
Fax: (310) 954-2102
Email: kimberly.zenchuk@teampcs.com
In addition, PCS Technical Services personnel are also available to assist the state with
performance issues. These personnel are located at our home office in Los Angeles, California
and can be contacted 24/7/365 at (800) 6-INMATE.
e.
RELATIONSHIPS WITH THE STATE
The bidder shall describe any dealings with the State over the previous two (2)
years. If the organization, its predecessor, or any party named in the bidder’s
proposal response has contracted with the State, the bidder shall identify the
Contract number(s) and/or any other information available to identify such
Contract(s). If no such Contracts exist, so declare.
PCS Response: PCS has read, agrees and will comply.
PCS currently has had no Contracts with the State of Nebraska over the previous two (2) years.
f.
BIDDER'S EMPLOYEE RELATIONS TO STATE
If any party named in the bidder's proposal response is or was an employee of
the State within the past twelve (12) months, identify the individual(s) by name,
State agency with whom employed, job title or position held with the State, and
separation date. If no such relationship exists or has existed, so declare.
If any employee of any agency of the State of Nebraska is employed by the
bidder or is a subcontractor to the bidder, as of the due date for proposal
submission, identify all such persons by name, position held with the bidder, and
position held with the State (including job title and agency). Describe the
responsibilities of such persons within the proposing organization. If, after review
of this information by the State, it is determined that a conflict of interest exists or
may exist, the bidder may be disqualified from further consideration in this
proposal. If no such relationship exists, so declare.
PCS Response: PCS has read, agrees and will comply.
No party named in this proposal response is or was an employee of the State within the past
twelve (12) months.
g.
CONTRACT PERFORMANCE
If the bidder or any proposed subcontractor has had a Contract terminated for
default during the past five (5) years, all such instances must be described as
required below. Termination for default is defined as a notice to stop
Corporate Overview
3-4
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
performance delivery due to the bidder's non-performance or poor performance,
and the issue was either not litigated due to inaction on the part of the bidder, or
litigated and such litigation determined the bidder to be in default.
It is mandatory that the bidder submit full details of all termination for default
experienced during the past five (5) years, including the other party's name,
address and telephone number. The response to this section must present the
bidder’s position on the matter. The State will evaluate the facts and will score
the bidder’s proposal accordingly. If no such termination for default has been
experienced by the bidder in the past five (5) years, so declare.
If at any time during the past five (5) years, the bidder has had a Contract
terminated for convenience, non-performance, non-allocation of funds, or any
other reason which termination occurred before completion of all obligations
under the initial Contract provisions, describe fully all such termination including
the name and address of the other contracting party, and the circumstances
surrounding the termination. If no such early termination has occurred, so
declare.
PCS Response: PCS has read, agrees and will comply.
PCS has never been removed from any contracted facility on the basis of poor or nonperformance.
h.
SUMMARY OF BIDDER’S CORPORATE EXPERIENCE
The bidder shall provide a summary matrix listing the bidder’s previous projects
similar to this Request for Proposal in size, scope and complexity. The State will
use no more than three (3) narrative project descriptions submitted by the bidder
during its evaluation of the proposal.
The bidder must address the following:
i.
Bidder must provide narrative descriptions to highlight the similarities
between their experience and this Request for Proposal. These
descriptions must include:
a)
b)
c)
d)
e)
the time period of the project;
the scheduled and actual completion dates;
the Contractor’s responsibilities;
for reference purposes, a customer name (including the name of a
contact person, a current telephone number, a facsimile number
and e-mail address); and
each project description shall identify whether the work was
performed as the prime Contractor or as a subcontractor. If a
bidder performed as the prime Contractor, the description must
provide the originally scheduled completion date and budget, as
well as the actual (or currently planned) completion date and
actual (or currently planned) budget.
Corporate Overview
3-5
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
ii.
Contractor and subcontractor(s) experience must be listed separately.
Narrative descriptions submitted for subcontractors must be specifically
identified as subcontractor projects.
iii.
If the work was performed as a subcontractor, the narrative description
shall identify the same information as requested for the Contractors
above. In addition, subcontractors shall identify what share of Contract
costs, project responsibilities, and time period were performed as a
subcontractor.
PCS Response: PCS has read, agrees and will comply.
DOUGLAS COUNTY NEBRASKA
As prime contractor, PCS currently provides the 3 Douglas County facilities with a fullyintegrated, debit enhanced inmate telephone system. PCS completed installation in February
12, 2002. PCS was scheduled to complete the installation in February 12, 2002, with a
scheduled budget of $99,701. The actual budget came within 10% of the scheduled budget. The
time period for this project is February 12, 2002 to September 2012. In fact, we recently
received a contract extension from Douglas County.
The Douglas County facilities house a total of 1,178 inmates, serviced by 178 inmate phones.
PCS is especially proud of this installation, which involved transitioning a manual collect and
debit card system to a fully-automated cardless debit system—the same integrated system that
PCS is prepared to provide the Nebraska DOC. The phone system is integrated with the Jail
Management System and the Commissary System, thereby facilitating the automatic creation of
inmate telephone accounts and the sale of cardless debit.
PCS has been recognized for the high level of service we provide this county. The first PCS Site
Administrator at Douglas County—Chad Strong—received the Douglas County Employee of the
Year Award in 2004, even though he was actually an employee of PCS. We have included a
copy of the Douglas County Employee of the Year Notification Letter in Attachment L. PCS
welcomes the opportunity to provide the same quality service to the entire state of Nebraska.
Kimberly Zenchuk, the PCS account manager for Douglas County, will conveniently serve as
the account manager for the State, thereby ensuring continuity of service.
For more information on the PCS installation at the Missouri DOC, please contact:
Roland Hamann
Telephone:
Fax:
Email:
Administrative Services Manager
(402) 599-2267
(402) 444-6088
rhamann@dccorr.com
Douglas County Corrections
710 South 17th Street
Omaha, NE 68102
We have included a Letter of Reference from Douglas County in Attachment D.
STATE OF MISSOURI DEPARTMENT OF CORRECTIONS
Corporate Overview
3-6
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS is under contract as the prime contractor with the State of Missouri Department of
Corrections to provide a turnkey inmate telephone system with state-of-the-art monitoring,
recording, and investigative features. The Department of Corrections consists of 23 facilities
housing approximately 30,662 inmates, and is serviced by 1,575 inmate telephones. The time
period for this project is September 2006 to May 2011. PCS was scheduled to complete the
installation in November 10, 2006, with a scheduled budget of $2,854,003. PCS completed the
installation of the inmate telephone system between September and November of 2006. The
actual budget came within 10% of the scheduled budget.
The State of Missouri Department of Corrections was invested in increasing communication
between inmates and their loved ones by lowering call rates. As a result, the PCS installation
included prepaid collect (Daily Dial™) and debit calling options, both of which proved to
increase call volumes significantly. The Missouri DOC was impressed by the speed and
smoothness of the PCS implementation, which included debit calling upon system turn-up.
For more information on the PCS installation at the Missouri DOC, please contact:
Theresa Roedel
Telephone:
Fax:
Email:
Telecom Analyst
(573) 522-2783
(573) 526-5885
theresa.roedel@doc.mo.gov
State of Missouri Department of Corrections
P.O. Box 236
2728 Plaza Dr. Lower Level 65109
Jefferson City, MO 65102
Please refer to Attachment E for a Letter of Recommendation from the State of Missouri.
STATE OF MAINE DEPARTMENT OF CORRECTIONS
PCS completed the installation of a turnkey inmate telephone system at the State of Maine
Department of Corrections in October, 2007. As the prime contractor, PCS provides state of the
art monitoring, recording and investigative features to the 8 Maine DOC facilities which house
2,000 inmates serviced by 229 inmate telephones. The time period for this project is October,
2007 to October, 2012. PCS was scheduled to complete the installation in December 31, 2007,
with a scheduled budget of $159,709. The actual budget came within 10% of the scheduled
budget.
Installation at this multi-facility state DOC was completed smoothly and efficiently. PCS installed
debit calling services at the Maine DOC, and, as in Missouri, debit calling has had a direct
influence on call volume.
For more information on the PCS installation at the Missouri DOC, please contact:
Dave Packard
Telephone:
Fax:
Agency Technology Officer
(207) 287-4303
(207) 287-4370
Corporate Overview
3-7
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Email:
dave.packard@maine.gov
State of Maine Department of Corrections
111 State House Station
3rd Floor Tyson Building
Augusta, Maine 04333
i.
SUMMARY OF BIDDER’S PROPOSED PERSONNEL/MANAGEMENT
APPROACH
The bidder must present a detailed description of its proposed approach to the
management of the project.
The bidder must identify the specific professionals who will work on the State’s
project if their company is awarded the Contract resulting from this Request for
Proposal. The names and titles of the team proposed for assignment to the
State project shall be identified in full, with a description of the team leadership,
interface and support functions, and reporting relationships. The primary work
assigned to each person should also be identified.
The bidder shall provide resumes for all personnel proposed by the bidder to
work on the project. The State will consider the resumes as a key indicator of the
bidder’s understanding of the skill mixes required to carry out the requirements of
the Request for Proposal in addition to assessing the experience of specific
individuals.
Resumes must not be longer than three (3) pages. Resumes shall include, at a
minimum, academic background and degrees, professional certifications,
understanding of the process, and at least three (3) references (name, address,
and telephone number) who can attest to the competence and skill level of the
individual. Any changes in proposed personnel shall only be implemented after
written approval from the State.
PCS is uniquely qualified to design, implement, and support a full range of calling services to
comply with the needs of the State of Nebraska.
Our objective is to meet or exceed our client’s expectations in the following areas:
•
•
•
Ensure that all contractual obligations are consistently met
Proper implementation at all facilities
Ensure all service and support requests are addressed and meet Service Level
Agreements (SLAs)
•
•
•
•
Maintain and expand system and network capacity at all facilities
Maintain and expand the existing system and network capacity
Ensure that correct rates are charged at all facilities
Ensure that inmates are only charged for calls they have placed
Corporate Overview
3-8
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS has a well-trained staff, experienced with the day-to-day challenges of handling multiple
correctional facilities.
The PCS dedicated staffing component approach will encompass the following categories.
1.0
2.0
3.0
Management Staff
Technical Support Staff
Field Technical Support Staff
These categories are described more fully in the following pages.
1.0
Management Staff
On the pages that follow, PCS has provided the resumes of the proposed professional staff
members who will be performing work under the contract. The combined experience of these
professionals represents more than 180 years in the telecommunications industry and nearly 90
years in the inmate telephone industry. No other vendor has the knowledge and experience of
PCS.
Our team is comprised of experts in the areas of program and project management, network
and infrastructure design, information technology systems, service integration, client
management and marketing services. These individuals will be closely involved in ensuring the
success of the PCS proposal for the State of Nebraska.
Corporate Overview
3-9
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Tommie E. Joe – President and Chief Operating Officer
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
tommie.joe@teampcs.com
Contact Number: (800) 350-1000, ext. 3037
Fax Number: (310) 954-2118
Mr. Tommie Joe joined PCS in 1999. Mr. Joe is responsible for directing and coordinating the
activities of the entire organization. His functions include providing operational guidance, and
analyzing and appraising the effectiveness of all operations and organizational processes.
Mr. Joe brings to PCS over 25 years of experience in operations, engineering, software
development, and corporate management from multiple industries. Mr. Joe began his career as
an engineer for Exxon Company, USA where he moved up the management ladder to project
management for offshore oil and gas exploration and development in the Gulf of Mexico and
California. Mr. Joe then became Chief Operating Officer for Cyber Options, Inc., a consulting
and product development firm specializing in the health care industry. Prior to joining PCS, Mr.
Joe was the Vice President of Operations for North Communications, Inc., a company that
specializes in developing kiosk applications for the financial industry.
EDUCATION:
Bachelor of Science degree in Mechanical Engineering from Georgia Institute of Technology
MBA with emphasis in Information Technology from California Lutheran University
Years of experience in Telecommunications: 9
Years employed by PCS: 9
Name
Paul Jennings
Dennis Komai
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3101
(310) 954–5411
(800) 350-1000, ext. 3015
3-10
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Joseph Pekarovic – Vice President of Business
Development and Strategic Alliances
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
joe.pekarovic@teampcs.com
Contact Number: (800) 350-1000, ext. 3015
Fax Number: (310) 954-2118
Mr. Joseph Pekarovic has been an integral part of the PCS team since 1987. He was initially
involved in the installation of public telephone systems in the Southern California area and then
was instrumental in marketing operator services for the Hospital and Hotel industry. He
established the Inmate Call Processing unit at PCS in 1996 when the need for robust and
technically advanced security services began to be required for the inmate telephone industry.
Mr. Pekarovic currently oversees the telecom division as the Vice-President of Business
Development and Strategic Alliances, working closely with the implementation and installation of
Inmate Telephone Systems in many Federal, State, County, and Private correctional facilities.
Mr. Pekarovic created the Marketing and Telemarketing Departments that contract with various
Regional Bell Operating Companies, Local Exchange Carriers and Long Distance Companies
for the renewal of public pay phone services. Mr. Pekarovic has been integrally involved with the
installation of over 100 correctional facilities nationwide and has been involved with the
marketing of telecommunications services in the Caribbean, South America and Europe.
EDUCATION
Bachelor of Science degree in Industrial Engineering from California Polytechnic State
University (Cal Poly), San Luis Obispo (1989)
Years of experience in Telecommunications: 11
Years employed by PCS: 11
Name
Tommie E. Joe
Rudy Zaragoza
Paul Jennings
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(800) 350-1000, ext. 3037
(310) 954–5472
(310) 954-3101
3-11
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Rudy Zaragoza – Vice President of Sales and Marketing
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
rudy.zaragoza@teampcs.com
Contact Number: (310) 954–5472
Fax Number: (310) 954–5469
Rudy brings 25 years of experience in wholesale, enterprise and retail marketing, product
management, sales management, business development and strategic planning from the
telecommunications industry. Prior to joining PCS, Mr. Zaragoza was managing partner of
Options Communications Group, a private telecommunications consulting company, where he
managed the entire client and service contact process. Mr. Zaragoza began his career in
telecommunications in operator services with AT&T, and has had tours of duty ranging from
Director to Senior Vice President roles at Pacific Bell, Electric Lightwave, Level 3
Communications, and Univance Telecommunications and Marketing Groups where he oversaw
the development and implementation of multimillion-dollar business unit retail marketing
operations.
EDUCATION
Bachelors of Arts in Psychology from the University of Santo Tomas
Applied Science degree in Computer Applications from Heald Colleges
Years of experience in Telecommunications: 9
Years employed by PCS: 9
Name
Paul Jennings
Dennis Komai
Tommie E. Joe
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3101
(310) 954–5411
(800) 350-1000, ext. 3037
3-12
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
John Chong – Major Account Executive, Western
Region
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
john.chong@teampcs.com
Contact Number: (310) 954-5497
Fax Number: (310) 954-5464
As Major Account Executive, Western United States, Mr. Chong focuses on key strategic,
national, state and regional accounts. He is responsible for inmate sales and solutions, project
management and communications, service expansions, and the client proposal process.
Mr. Chong brings 13 years of experience in sales management, business development,
strategic planning, and project management from multiple industries including transportation,
management consulting and telecommunications. Prior to joining PCS, Mr. Chong was Western
Region Manager for DuPont, managing a fifteen state sales territory and key national accounts.
He was also National Sales Manager for JB Enterprises, LLC, a supplier of parts to
transportation OEMs and Sales Representative for AT&T. His background includes extensive
experience solving business problems through the application of differentiated technology and
creative solutions.
EDUCATION:
Bachelor of Arts degree from the University of Dallas
M.B.A. from the Graduate School of Management at the University of Dallas
Years of experience in Telecommunications: 3
Years employed by PCS: 1
Name
Tommie E. Joe
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(800) 350-1000, ext. 3037
(310) 954–5472
(800) 350-1000, ext. 3015
3-13
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Eric Gonzalez – Client Services Manager
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Contact Number: (213) 220-7741
Fax Number: (310) 954-0000
eric.gonzalez@teampcs.com
Eric Gonzalez has a diverse professional background that includes global organizations such as
Fujitsu Network Communications and Siemens as well as startup companies such as Efficient
Networks. Most recently, Mr. Gonzalez served as Professional Services Manager and Partner
Sales Engineer with Securus Technologies, a vendor who also provides inmate telephone
communications. In these roles Eric interfaced with a variety of clients ranging from state to
local. His emphasis throughout his career has been on client satisfaction through solution
identification and implementation.
In his present position, Mr. Gonzalez oversees delivery of contract commitments and service
quality to over 200 County, State, Federal and Private correctional facilities nationwide. Mr.
Gonzalez works to ensure that PCS meets our clients’ expectations and acts as the main liaison
between the client and the service delivery team for the duration of the contract. He monitors
client satisfaction, takes corrective action where necessary, and recommends additional
services to meet client needs where appropriate.
EDUCATION
University of Texas, Arlington Mechanical Engineering coursework
Years of experience in Telecommunications: 15
Years employed by PCS: 1
Name
Tommie E. Joe
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(800) 350-1000, ext. 3037
(310) 954–5472
(800) 350-1000, ext. 3015
3-14
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Kimberly Zenchuk – Client Services Representative
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
kimberly.zenchuk@teampcs.com
Contact Number: (402) 933-9723
Fax Number: (310) 954-2102
Ms. Zenchuk joined PCS in 2007 as a Client Services Representative for Central region
accounts. Kimberly oversees all needs of each facility such as contract commitments and
service quality for 15 accounts, with approximately 71 facilities. These facilities include County,
State, Federal and Private correctional facilities located in the Central United States. Ms.
Zenchuk works to ensure that PCS meets our clients’ expectations and acts as the liaison
between the client and the service delivery team for the duration of the contract. She makes
visits to each facility, monitors client satisfaction, takes corrective action where necessary, and
recommends additional services to meet client needs where appropriate. Ms. Zenchuk has over
20 years experience in Customer and Client Service.
Years of experience in Telecommunications: 1
Years employed by PCS: 1
Name
Eric Gonzalez
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(213) 220-7741
(310) 954–5472
(800) 350-1000, ext. 3015
3-15
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Chad Strong – Client Services Representative
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Office: (402) 916-9812
Fax: (310) 954-2130
chad.strong@teampcs.com
Mr. Strong joined PCS in 2003 as the Site Administrator for Douglas County, Nebraska. In this
position, he performed all the administrative functions related to the inmate telephones,
conducted training classes for County staff, ran reports, assisted in troubleshooting of
malfunctioning equipment, and served as an expert witness in criminal court cases.
In 2006, Mr. Strong became a Client Services Representative. In his present position, Mr.
Strong oversees delivery of contract commitments and service quality to County, State, Federal
and Private correctional facilities nationwide. Mr. Strong works to ensure that PCS meets our
clients’ expectations and acts as liaison between the client and the service delivery team for the
duration of the contract. He monitors client satisfaction, takes corrective action where
necessary, and recommends additional services to meet client needs where appropriate.
Previously, Mr. Strong was a Caseworker for the Nebraska State Penitentiary, where he
provided counseling and support to offenders, coordinated offenders’ activities and participation
in programs, and made recommendations to the State Parole Board. He has also held positions
as a Data Analyst, and Sales Coordinator.
EDUCATION
Master of Arts in Management, Bellevue University, Bellevue, Nebraska (August 2005)
Bachelor of Arts with a major in Psychology (minor in Sociology), University of NebraskaLincoln, Lincoln, Nebraska (May 1997)
Years of experience in Telecommunications: 5
Years employed by PCS: 5
Name
Eric Gonzalez
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(213) 220-7741
(310) 954–5472
(800) 350-1000, ext. 3015
3-16
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Doyle Schaefers – Vice President of Operations
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
doyle.schaefers@teampcs.com
Contact Number: (310) 954-3027
Fax Number: (310) 954-2153
Mr. Schaefers joined PCS in October of 1998 as our Director of Inmate Operations. In that role,
he was responsible for all equipment implementations and the technical operations related to
PCS' inmate accounts. These activities included project management, equipment specification
and configuration, technical support, and the optimizing of system performance. In his current
role, Mr. Schaefers manages the Operations Department, which is responsible for implementing
and supporting the inmate phone platforms, including facility and end-user call centers.
Mr. Schaefers began his career in the electronics/communications field in 1988 while in the U.S.
Marines. After ten months of extensive training in electronics and calibration theories, he worked
as a bench technician for four years. He worked on equipment that ranged from sophisticated
test, measuring, and diagnostic equipment to weapons and flight control.
While employed as an Electronics Technician with the Federal Bureau of Prisons, Mr. Schaefers
received first-hand knowledge of telecommunications and electronics in a prison environment.
He was responsible for the specification, installation, modification, and maintenance of nearly all
the electronic and communications equipment required for a medium/high security prison.
Systems included perimeter detection, CCTV, paging, fire alarm, administration telephones and
inmate telephones.
EDUCATION:
Bachelor of Science degree in Management Information Systems from California State
University Long Beach
Years of experience in Telecommunications: 15
Years employed by PCS: 10
Name
Tommie E. Joe
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(800) 350-1000, ext. 3037
(310) 954–5472
(800) 350-1000, ext. 3015
3-17
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Anthony Arellano – Implementation Manager
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
anthony.arellano@teampcs.com
Contact Number: (310) 954-5402
Fax Number: (310) 954-5474
Mr. Arellano has experience working in the telecommunications industry since 1999, where he
worked as a Telephone Technician for TCOM Networks Lab. As a Telephone Technician he
received first-hand knowledge of repairing telephone jacks and running cable wires in
accordance with assembly drawings and procedures.
Mr. Arellano joined PCS in 2002 as a Technical Services Representative and was promoted to
Project Manager and then Implementation Manager. As Implementation Manager, Mr.
Arellano's responsibilities include implementing and supporting the installation of
telecommunications, telemedicine, and video conferencing equipment in correctional facilities.
Mr. Arellano has managed large-scale inmate telephone systems (over 3,500 inmate calls per
day) including San Diego County and the State of Missouri. Mr. Arellano assists the Operations
Department with RFP support, and training. Mr. Arellano also provides leadership and direction
to project teams through his understanding of business and technical processes, and through
gathering requirements, identifying potential usability issues, managing scope, and ensuring
that an appropriate level of application quality is maintained at all times.
EDUCATION
Associate degree in Applied Science in Electronics and Computer Technology from DeVry
University, Southern California
Certified technician on PC systems and networks
Years of experience in Telecommunications: 9
Years employed by PCS: 6
Name
Doyle Schaefers
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3027
(310) 954–5472
(800) 350-1000, ext. 3015
3-18
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Juan Vargas – Project Manager
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Juan.vargas@teampcs.com
Contact Number: (310) 954-3074
Fax Number: (310) 954-2101
Mr. Vargas joined PCS in February 2007 as Project Manager. His responsibilities at PCS
include planning, implementing, and supporting the installation of telecommunications
equipment in correctional facilities. Mr. Vargas also assists the Inmate Operations Department
with RFP support and training.
Mr. Vargas has had a career of more than thirty years with Pacific Bell and SBC as a technician,
supervisor and manager. He began his career as a PBX Technician in Beverly Hills, California
and progressed to the role of Manager of the Culver City Maintenance and Installation Center,
where he was responsible for the Century City, Beverly Hills, West Hollywood, Culver City and
West Los Angeles areas.
After accepting an early retirement, Mr. Vargas held positions as a Field Manager at Compel
LLC and Volt Telecom in Los Angeles. He also held positions as a Lead Engineer (Alcatel
PCX’s, NEC and Mitel PBX’s) with Terra Telecom LLC, OSS Business Manager with ADC
Telecommunications, and as a Technical Consultant with ICG Telecommunications. He has
managed the development, deployment, and operations of voice and data communications
infrastructure at several locations in the Los Angeles and Orange County areas of Southern
California.
EDUCATION
BA in Marketing & usiness Administration from National University, Los Angeles, CA
MBA courses at Pepperdine University, Culver City, CA
Data Communications Institute - Pacific Bell
Extensive Pacific Bell Technical and Management training
Years of experience in Telecommunications: 39
Years employed by PCS: 2
Name
Doyle Schaefers
Rudy Zaragoza
Anthony Arellano
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3027
(310) 954–5472
(800) 350-1000, ext. 3015
3-19
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Saam Dowlatshahi – Manager of Technical Services
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
saam.dowlatshahi@teampcs.com
Contact Number: (310) 954-3029
Fax Number: (310) 954-5467
Mr. Dowlatshahi joined PCS in March 2006 as the Manager of the Technical Services
department where he oversees service to over 200 County, State, Federal, and Private
correctional facilities nationwide. Mr. Dowlatshahi manages twenty correctional facility site
administrators and technicians, ten in-house Technical Service/On-Call Representatives, two
supervisors, and thirty-one site administrators, and approximately thirty vendor technicians
nationwide.
Prior to joining PCS, Mr. Dowlatshahi has worked in customer service for fifteen years. He was
the Operations Manager for SFT, LLC. in Houston, where he was responsible for managing the
day-to-day operations of the company, including maintaining client satisfaction and negotiating
field support contracts. As the Regional Consulting Manager for Compushare Inc., Santa Ana,
California, he was responsible for the overall day-to-day customer service to financial
institutions.
EDUCATION
Bachelor of Science in Information Systems from Capella University
Years of experience in Telecommunications: 11
Years employed by PCS: 2
Name
Doyle Schaefers
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3027
(310) 954–5472
(800) 350-1000, ext. 3015
3-20
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Poova Bullock – Manager of Customer Service
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
poova.bullock@teampcs.com
Contact Number: (800) 350-1000, Ext. 3017
Fax Number: (310)-473-4714
Mr. Bullock joined PCS in September of 2000. He supervises the Customer Service
Representatives responsible for collectible and uncollectible revenues, service offerings,
provisioning, direct billing, LEC billing, and end-user customer service. Mr. Bullock is PCS’
liaison with all the states’ Public Utilities Commissions.
Mr. Bullock began his career in 1997 as a Customer Service Supervisor, working for First Data
Corp. He provided ongoing corporate policy training to over 180 employees on proprietary
banking systems and policy changes. In 1998, Mr. Bullock worked for First Union Mortgage
Corporation as a Relationship Manager serving as a high level researcher in the mortgage
banking industry by ensuring regulatory compliance during and after loan origination and
implementation.
EDUCATION
Bachelor of Arts degree in Theatre from the University of North Carolina at Wilmington
Years of experience in Telecommunications: 8
Years employed by PCS: 8
Name
Doyle Schaefers
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3027
(310) 954–5472
(800) 350-1000, ext. 3015
3-21
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Chris Moore – Program Manager
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
chris.moore@teampcs.com
Contact Number: (800) 350-1000, Ext. 5418
Fax Number: (310)-954-5463
Mr. Moore joined PCS in January 2002 as Project Manager and was promoted in 2003 to Senior
Project Manager. Mr. Moore’s responsibilities include planning, implementing, and supporting
the installation of telecommunications, telemedicine, and video conferencing equipment in
correctional facilities. He has supervised the initial on-site installation for the State of Missouri
Department of Corrections; San Francisco Sheriff’s Department; the Dominican Republic; King
County, Washington; Ventura County Sheriff’s Department, California; and others.
Chris Moore has experience working in the technical project management industry since 1999,
where he worked on the East Coast for PayTel communications. He started his career with
PayTel as a PC Technician/Operations Specialist and later progressed to the role of Inmate
Operations Manager. At PayTel, he received first-hand knowledge of the bidding, planning,
implementing, and supporting of telecommunications requirements of inmate facilities
throughout the East Coast.
EDUCATION
M.B.A. from Florida State University
Bachelor of Science degree in Business Management from North Carolina State University
Certified CompTIA A+ technician and Cisco Certified Network Associate (CCNA)
Project Management Professional (PMP) Certification (in progress).
Years of experience in Telecommunications: 9
Years employed by PCS: 6
Name
Doyle Schaefers
Rudy Zaragoza
Joseph Pekarovic
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3027
(310) 954–5472
(800) 350-1000, ext. 3015
3-22
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Laurie McGarvey – Site Administrator
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Office: (402) 599-2259
laurie.mcgarvey@teampcs.com
Laurie McGarvey performs administrative duties, troubleshooting, repair and maintenance on
inmate telephone systems for Douglas County, Nebraska. She is very knowledgeable and
experienced in meeting the needs of Nebraska’s largest county.
Name
Doyle Schaefers
Letty Nunez
Saam Dowlathashi
References
Address
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
11859 Wilshire Blvd, Suite 600
Los Angeles, CA 90025
Corporate Overview
Phone
(310) 954-3027
(310) 954–7205
(310) 954-3029
3-23
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
2.0
Technical Support Staff
The Inmate Telephone System will be remotely monitored and administered by PCS Technical
Support Representatives. Our dedicated, highly-trained representatives work with facility
personnel to ensure the timely maintenance and administration of the Inmate Telephone
System.
Technical Service Representatives will also assist with training needs and provide regularly
scheduled and specially requested reports. PCS Technical Service Representatives will provide
preventive maintenance schedules, maintenance system updates, maintenance reports,
downtime reports, and will participate in maintenance meetings as requested.
Service Requests are to be reviewed during the regularly scheduled weekly support team
meetings and in conference calls held on an as needed basis with all relative personnel and
associated contractors. Teams will also meet regularly to discuss the trends related to system
support and system reliability. Performance is tracked by collecting data from various sources,
such as: automated logging of system and network problems; manual review of call reports and
call detail records, detainee complaint forms; regular customer interviews; and weekly service
request status reports to determine compliance with SLAs.
The roles and responsibilities of PCS Technical Support Staff shall include the following:
PCS Client Services Rep/Technical Service Representatives
•
•
•
•
•
Review, update and reprint Escalation procedures to present to facilities
Communicate with all facilities to insure they are educated on the inmate complaint
process
Insure that weekly Ticket status report is provided
Partner with Technical Support Team to insure tickets are addressed and meet SLAs
Lead weekly communications with vendors
Technical Support Team
•
•
•
•
•
•
•
•
•
•
Support all facilities
Insure tickets are addressed and meet SLAs
Communicate with all facilities (Min 2 times per week)
Review and analyze internal and external reports
Provide weekly facility communication report
Provide weekly Service ticket report
Assist with escalations as needed
Engage with Revenue Assurance to insure correct rates are charged at facilities
Quarterly onsite audit/capacity analyses of all systems, phones and network
Maintain and upgrade system and network capacity at all facilities as needed
Site Administration Team
•
•
Insure that all inmate complaint forms are received and reviewed
Work with TSR group and Debit fulfillment group to address inmate complaints in a
timely fashion.
Corporate Overview
3-24
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
•
•
3.0
Insure debit fulfillment is processing refunds in a timely fashion
Communicate with facilities routinely to insure that the facilities are educated on the
inmate complaint process
Engage with Customer Service to assist with complaint escalations
Field Technical Support Staff
All service personnel are factory certified and trained in the maintenance of our systems.
Scheduled preventive maintenance helps keep the Inmate Telephone System operating at top
performance, while non-scheduled maintenance addresses performance issues that periodically
occur during system usage.
Scheduled Preventive Maintenance
PCS believes the key to system reliability is scheduled preventive maintenance. Field
Technicians adhere to the following basic guidelines when on-site for Preventative Maintenance
Inspection (PMI). These preventative checks and services will be completed at each site
containing PCS equipment whenever an equipment item is repaired or during the standard
scheduled time. When on-site for PMI, each technician will perform the following telephone and
equipment maintenance:
1. Check all detainee phones on site for serviceability.
• Dial pad.
• Hook switches.
• Handset.
2. Check all facility wall jacks on site for serviceability.
• Replace or repair as needed.
3. Check all detainee phones on/off switches and relays for serviceability.
• Replace or repair as needed.
4. Make a test call from each detainee phone to check the volume.
• Report any phone which does not have dial tone from the CO to LEC.
5. Check the Investigator and Admin Workstations.
• Check a recording.
• Check the printer.
• Check live monitoring.
• Check all connections on the workstation.
6. Check PCPE equipment.
• Check event log.
• Check validation.
• Dial into all CO Lines.
• Make sample call into CPBS
• Check phone room for cleanliness.
• Clean and remove all trash.
Corporate Overview
3-25
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
All repairs will be signed off by the designated representative of the facility prior to the service
personnel’s departure.
Non-Scheduled Maintenance
When PCS’ Customer Service personnel are notified of service interruptions and repair related
issues, they enter all pertinent information into an electronic trouble ticket system. This system
is then used to track the repair process and ensure the timely response to all customer
concerns. The response of PCS personnel’s to the client is immediate, and the dispatch of field
technicians, if required, is in accordance with contract requirements. Non-scheduled
maintenance and repairs include the following:
1.
PCS Field Service Technician notifies contact personnel upon arrival and receives
any further details or instructions involving detainee phone system issues.
Technician performs system diagnostics, performs repairs as necessary and
completes In-House Trouble Ticket form.
Notifies PCS Customer Service of completion and details on resolution of trouble.
2.
3.
j.
SUBCONTRACTORS
If the bidder intends to subcontract any part of its performance hereunder, the
bidder must provide:
i.
ii.
iii.
iv.
name, address and telephone number of the subcontractor(s);
specific tasks for each subcontractor(s);
percentage of performance hours intended for each subcontract; and
total percentage of subcontractor(s) performance hours.
PCS Response: PCS has read, agrees and will comply. Please refer to the table in Figure 3.1.
Subcontractors
Tasks
Name
Contact Information
COMMUNIQUE
NETWORK
SERVICES
Inmate phone
Joseph G. Joseph –
installation
President and Owner
P.O. Box 6689
Beaverton, OR 97007
joseph@cnsdispatch.com
Contact (503) 648-4583
Fax (503) 430-0594
% Performance Hours
50
Figure 3.1 Subcontractors
Corporate Overview
3-26
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
4. Technical Approach
a. Understanding of the Project Requirements
We are excited to take this opportunity to summarize the key reasons PCS is the best inmate
telephone service provider for the State of Nebraska DCS. PCS is a full turnkey inmate calling
solution. The PCS Solution has the capability of providing all operational features and system
requirements applicable to all calls placed through the system, including local, long distance,
and international calling. Our proposal offers debit calling, collect calling, robust reporting, full
channel recording and monitoring, and full project oversight during both implementation and
ongoing maintenance. The debit calling platform will be fully integrated with the State’s
commissary system, and we have the integration experience to guarantee this integration will be
complete by cutover to your new inmate telephone system.
PCS has built a reputation as a leader in systems integration. We have successfully integrated
with a variety of Jail Management, Commissary, and banking systems, and we are particularly
proud of our integrations with the State of Missouri DOC. We integrated our inmate phone
system with several databases in the State of Missouri. Those interfaces, which are critical to
Missouri’s inmate phone system, have run smoothly and efficiently. Our integrations resulted in
a seamless flow of information between systems that ensures that inmate accounts are always
accurate.
For more than two decades, PCS has remained dedicated to providing the best customer
service possible—both to inmates and their loved ones, and to department of corrections staff.
At the heart of the PCS Solution is a 100% commitment to proactive and efficient customer
service, and a Single Point of Contact approach that guarantees reliable support avenues for
both end-users and facility staff.
The PCS Customer Service department will provide the NDCS with the high level, proactive
customer service support that it deserves. Facility staff should not be required to devote time to
responding to an inmate’s family’s or friends’ complaints and inquiries. That is why our number
one customer service priority has always been to proactively address families’ and friends’
complaints and inquiries, thereby minimizing the interaction between facility staff and an
inmate’s family or friends. Our toll-free automated and live-operator customer service lines
make it easy for families and friends to resolve any billing or service issues with our short wait
times, high issues-resolution rate, and low abandonment rate.
To ensure NDCS receives the service you deserve, PCS will provide an onsite system
administrator whose office will be located at the central administrators office in Lincoln, NE. PCS
proposes to provide a dedicated, well-qualified site administrator to the State who can assist
with the following tasks.
•
•
•
Maintenance of databases relating to the inmate telephone system, which includes
entering new inmate calling information, PINs (Personal Identification Numbers) and
blocks and unblocks of numbers
Assist with inmate and administrative comments, questions, and grievances
Prepare reports and audits as required by the facility
Technical Approach
4-1
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
•
•
•
•
Review accounting and create closing statements on a weekly basis
Manage debit revenue purchases through the commissary interfaces
Assist with any investigation that is deemed necessary by the State
Transfer call recordings onto CD as requested by investigators
Facilitate maintenance and repair of the inmate telephone system and provide regular
preventive maintenance reports
To maintain and repair the telephone system, PCS is providing a certified local technician.
PCS will also continue to provide the NDCS with round-the-clock 24/7 access to our in-house
Technical Services Department. We will ensure that all equipment and system needs and
repairs are processed and resolved quickly and with minimal complication.
Advanced Investigative Tools and Technology
A State-of-the-Art Call Processor
PCS will provide the NDCS with a state-of-the-art call processor as part of our commitment to
keep the NDCS ahead of the technological curve. The proposed cutting-edge call processing
system offers versatility and flexibility in meeting the investigative and administrative needs of
the correctional environment, and the system design provides multiple backup layers to provide
the highest degree of reliability.
Powerful Investigative and Security Features
The PCS Solution provides a full array of investigative features including Recording and
Monitoring of all calls, Alerts, Reverse Lookup, and more. It also provides security and fraud
control features to keep the facility safe and protect the surrounding population.
Anytime, Anywhere Investigative Access
Investigators do not need to come to the facility to access call recordings or call data. The PCS
Solution is designed to operate on a secure network so that investigators and administrators
can access the system from any location. Remote access to the system is through a Cisco PIX
firewall device and Secure Sockets Layer (SSL). SSL is a protocol developed by Netscape for
transmitting private documents via the Internet. SSL uses a cryptographic system that uses two
keys to encrypt data. This is the same security system that is successfully used by many Web
sites to obtain confidential user information, such as credit card numbers, without compromising
security. In addition, access is through a Virtual Private Network (VPN) over the Internet. These
systems provide a triple layer of protection to ensure that only authorized users can access the
network and that the data cannot be intercepted or compromised.
Authorized personnel will be able to retrieve previously recorded calls or listen to live calls at
their desktops via the State local area network with approved access. They will also be able to
run reports and operate the telephone system from a remote location as if from a dedicated
workstation at the facility.
The PCS Solution’s open architecture and state-of-the-art hardware design allow the inmate
telephone system to easily expand and adapt to changes as State needs dictate.
Technical Approach
4-2
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
b. Proposed Development Approach
The PCS Solution Presents:
Four Convenient Ways to Reach a Loved One
In addition to traditional Collect calling, the PCS Solution offers inmates two dynamic methods
for connecting to their loved ones – Prepaid Collect and Cardless Debit calling. These options
provide inmates and their loved ones with a variety of ways to fund inmate calling, and they can
facilitate more calls by connecting to telephone numbers that are restricted from traditional
collect calling, like cell phones.
By broadening the spectrum of calling methods and payment options available, the PCS
Solution delivers the most flexible, easy-to-use suite of calling services available in the inmate
telecommunications marketplace today.
Cardless Debit and Prepaid Collect:
Calling Methods for Today’s Corrections Environment
While traditional collect calling has long been the only communication option for inmates and
their loved ones, it is no longer sufficient in an era when an increasing portion of the American
population relies solely on cellular phones for their communication needs. Traditional collect
only allows inmates to call loved ones with unrestricted landlines, and collect calling can quickly
become a financial burden for called parties who are able to accept the calls.
As an alternative to traditional collect calling, PCS is proud to offer two affordable, flexible and
secure calling methods for today’s inmates and their loved ones: cardless debit and prepaid
collect.
Cardless Debit
A secure Debit account is created upon booking, and the inmate prepays for calls by purchasing
time in bulk from the commissary. Family and friends can also fund an inmate’s Debit calling by
depositing money into the inmate’s account. An inmate can use Debit calling time to call any
facility-approved telephone number he or she chooses. The cost of each call is automatically
deducted from the inmate’s Debit account. When the Cardless Debit service is integrated with
the commissary, replenishing debit funds is as simple as filling out a commissary order form.
Prepaid Collect
If an inmate’s family member or friend is unable to receive traditional collect calls, or is simply
interested in a more cost-effective calling option, they can pre-pay for collect calling time by
opening a Prepaid Collect account. Instead of being billed for their calls later, Prepaid Collect
calling offers several convenient ways for inmates’ loved ones to pay in advance for calling time.
Friends and family members can more easily manage their spending, while the facility can be
sure that no time or resources will be wasted on collections. When the inmate places a collect
call to the number attached to a Prepaid Collect account, and the call is positively accepted, the
funds are automatically deducted from the called party’s account.
Traditional Collect
Technical Approach
4-3
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The inmate places a call through an automated operator. If the called party accepts the charges,
the call is connected and the called party is billed on their regular monthly telephone bill.
An Overview of PCS Calling Options
Cardless Debit
Prepaid
Traditional
Collect
Ownership
time is owned by the inmate
Control
inmate is in control and
responsible for budgeting
phone time
time is owned by owner of
phone number
owner of phone number is
responsible for budgeting
and funding phone time
Funding
inmate requests phone time
through the commissary
time is owned by owner of
phone number
PCS retains a threshold
level based upon risk
management philosophy;
phone number must be
billable by the LEC
owner of phone number
pays their regular phone
bill
Calls
inmate can call any
approved number and talk
as long as he or she has
funds available (subject to
facility’s calling time limits)
Refunds
upon release, inmate sends
postcard to PCS requesting
refund (where allowed)
Commissions
paid on debit revenue usage
for commission period less
taxes (taxes are collected at
time of call); commissions
paid 45 days after end of
month
PCS invoices facility or
commissary vendor to obtain
the cash used to fund the
inmate’s debit account (cash
for the phone time resides
either in the inmate’s trust
account or the commissary);
done monthly
Invoicing
Technical Approach
owner of phone number
can pay for phone time via
multiple channels,
including kiosk, web, selfservice interactive voice
response system, or live
operator customer service
inmate can call only the
one phone number to
which phone time has
been assigned and can
talk as long as funds are
available (subject to
facility’s calling time limits)
owner of phone number
calls PCS customer
service to request
(payments made by credit
card are refunded to credit
card; otherwise credit
received as a check)
paid on prepaid revenue
usage for commission
period less taxes (taxes
are collected at time of
call); commissions paid 45
days after end of month
no invoicing necessary on
prepaid time
inmate can call only
billable numbers; calls
restricted according to
facility’s time limit or call
threshold
requested through the
LEC
paid on all billable calls;
commissions paid 45 days
after end of month
no invoicing necessary on
collect time
4-4
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
c. Technical Considerations
PCS proposes a full turnkey Inmate Telephone System for the State of Nebraska. We
guarantee a smooth and seamless implementation within the required timeframe; integration
with the State’s commissary that will make Integrated Cardless Debit calling available to
inmates at system turn up; a 100% commitment to proactively maintaining and supporting the
State’s inmate telephone system; and a Single Point of Contact approach to technical service.
At the heart of the PCS Solution is a state-of-the-art and industry-hardened call processor. This
processor will provide the State with advanced investigative and administrative tools and the
high level of system reliability you need.
Detailed information about our ability to meet and exceed the State of Nebraska’s technical
requirements can be found in this proposal in Section 5 (PCS Response to RFP Section IV:
Project Description & Scope of Work).
As an overview: PCS will install the following equipment, or the functional equivalent, for the
inmate telephone system:
System Hardware
The proposed system uses Pika-based telephony cards with standard hard drives in RAID 1
and RAID 5 arrays. PCS will provide the hardware components. These items, along with
installation, will be provided at the sole expense of PCS. PCS proposes to use AGM Telecom,
Inc., who produces the state-of-the-art and highly customizable call processor that PCS
proposes to install for the Nebraska DCS, as a subcontractor for the call processor installation.
AGM is a telephone service provider specializing in end-to-end calling solutions for correctional
institutions. The management team and staff of AGM have been providing inmate call
processing to the corrections industry since 1990. AGM technology is developed exclusively for
the corrections market by a dedicated and proven development team, headed by Mr. George
McNitt.
The AGM Inmate Calling Manager (ICM) host processor consists of the following materials list:
•
19" Rack Mount Chassis w/fans (picture below)
•
Dual Hot Swappable Power Supplies
•
14 Slot backplane
•
Single Board Computer w/Intel Pentium CPU (picture below)
•
10/100Mb LAN Interface Card
•
SCSI Adapter Board
•
System SATA Drive w/fans
Technical Approach
4-5
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
Recording SATA Drive w/fans
•
Floppy Drive
•
PIKA telephony boards
•
4x5.25"+2x3.5" or 2x5.25"+ 6x3.5" drive bays for RAID
•
Three 12cm ball-bearing cooling fans provide better ventilation for better system
reliability
•
New rack-mount handle
•
Detachable card cage for easy installation and maintenance
•
Modularized function panel for one, dual or quad systems
•
Single PS/2 power supply & dual PS/2 400W+400W redundant PSU installable
•
Replaceable modularized back panel for 20-/14-slot ISA/PICMG BP or ATX M/B
•
Intel® Pentium® 4 processor with Hyper-threading technology runs at 800MHz front
side bus (FSB)
•
Scalable graphics support from Intel® 865G integrated Extreme Graphics 2 to ATI M9
graphics controller integrated 32 MB display memory via AGP4X or ATI M10 graphics
controller integrated 64 MB display memory via AGP8X
•
Graphics support for dual view from LCD/CRT,TV/CRT, LCD/LCD, LCD/TV display
configuration
•
Wire-speed Gigabit Ethernet based on Communications Streaming Architecture (CSA)
with double throughput PCI based Ethernet
•
Rich expansion capability through proprietary PCI expansion connectors (optional)
System Software
The proposed inmate telephone system runs on the Microsoft Windows 2003 operating system
with a Microsoft SQL 2005 database. Workstations and interfaces to control the calling platform
and related systems are only required to have Microsoft Internet Explorer 6.0 or above. The call
processing software is by AGM Telecom.
Inmate Telephones
The OTC-2110V2 inmate telephones are vandal resistant, surface mounted telephones with
metal housing, steel armored handset cord and stainless steel lanyard. The phones are
manufactured in 14-gauge stainless steel, thoroughly field-tested, and are currently used in
indoor and outdoor correctional facilities. All telephones are compatible with standard Telco
Technical Approach
4-6
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
mountings, which include 10A coin-less and WE-COL type mountings. The inmate phones will
have no exposed screws, bolts, metal, or other hard-substance fasteners or any other material
that can be removed from the phone without a special security removal device.
Standard Features
•
Line powered and compatible with standard subscriber carrier loop
•
All weather metal key pad and sealed magnetic switch hook
•
Single unit solid state electronics
•
Built in secondary lightning protection
•
Built in volume control button
•
Suitable for indoor or outdoor installation
•
Dimensions: 21.2” H x 7.5” W x 2.5” D (4.5” deep with cradle)
•
Hearing aid compatible
•
Paint/finish is mar and scratch resistant
•
Industry standard design
•
Instructions on faceplate
•
Armored handset cord that is resistant to stretching and breaking
•
Tamper proof housing
•
Security installation with security studs
TDD/TTY
PCS proposes the portable, vandal-resistant Ultratec Supercom 4400 TDD, or a functionally
equivalent model.
Standard features of this TDD phone include:
•
32k memory
•
Turbo Code® and Auto ID™
•
E-Turbo for simplified relay calling
•
Direct connect (with 2 jacks) to standard telephone lines
Technical Approach
4-7
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
Built-in ring flasher
•
Auto-Answer (with programmable message)
•
Auto-busy redial, Wait for Response and 3-way calling
•
Remote message retrieval
•
User-programmable Relay Voice Announcer
•
Keyboard dialing, follow-on dialing, tone or pulse dial
•
Memory dialing/redial
•
Computer-style keyboard
•
TTY Announcer™
•
GA/SK and arrow keys
•
Printer port to connect to external printer
•
Baudot code (45.5/50 baud rate)
Workstation Hardware
The PCS proposed Administrative PC configuration is an HP Smart Buy dc5750 Desktop
with the following components:
•
2 GHz AMD Athlon 64 3200+
•
1 GB PC 3200 RAM memory at 400MHz
•
17" Flat Panel Monitor
•
80 GB SATA II Hard Drive
•
52x32x52x/16x CD-RW/DVD-ROM Combo Drive
•
Internal Chassis Stereo Speakers
•
Intel 10/100/1000 Onboard Ethernet Controller
•
HP USB 2-Button Optical Mouse 800 Dpi
•
USB Enhanced Multimedia Keyboard
•
Microsoft Windows XP® Professional Service Pack 2
Technical Approach
4-8
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
Microsoft Office 2003 Professional Edition 2003
•
McAfee/Norton Virus Protection Enterprise Software
•
Lexmark Z611 Color Inkjet Printer
Auxiliary Hardware
•
66 Blocks w/Amphenol Connectors - 66 Block with single male Amphenol
connecting block (25-pair). Suitable as an alternative to the ICC 24-Port Telco Patch
Panel.
•
Rack Mount Power Strip - Tripp Lite's Isobar multiple outlet power strip. Unfiltered
electrical pass-through makes RS-1215 ideal for distributing alternate waveform UPS
or generator power in rack enclosures, network closets
•
Inmate Station Covers-Orange - Provides easy system administration and provides a
clean and neat appearance
•
Trunk Covers-Blue (Also for combo cards) - Provides easy system administration
and provides a clean and neat appearance
•
TDD phones (Ultratec - Miniprint 425) - This basic TTY has an easy-touch keyboard
with a bright, tilted 20-character display
•
Amphenol Cables-15ft M-M - Amphenol designs, manufactures and markets
electrical, electronic and fiber optic connectors, coaxial and flat-ribbon cable, and
interconnect systems
•
Cisco Router - Cisco 2821 voice router.
•
Switch-8 port - The EtherFast 8-Port 10/100 Workgroup Switch is a quick and easy
way to boost your network's performance while migrating to the power of Fast Ethernet
•
Station Cross-Connect Wire-White/Orange - providing modular integration of voice
and data traffic over copper services. It can also serve as a rate and interface
converter or as an integrating multiplexer
•
Trunk Cross-Connect Wire-White/Blue - providing modular integration of voice and
data traffic over copper services. It can also serve as a rate and interface converter or
as an integrating multiplexer
•
AllenTel Connector-RJ45 (tip) (bag of 100) - Cat5E RJ45 Plug-for Round Solid
Cable ,50µ (Micron) Gold Plated Contacts, 8 Position / 8 Conductor
•
Modem 56k (also order modem cable) - Integrated ADSL modem is compatible with
broadband services worldwide.
Technical Approach
4-9
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
Network Patch Cables-10ft (Yellow or Blue) - 5e (Cat5e) patch cable with gold
plated RJ45 molded male connector plugs features a snagless boot for trouble-free
installations
•
Adit 600 Channel Bank - Broadband Customer Service Terminal which fulfills many
channel bank, multiport CSU/DSU
•
Adit 600 Channel Bank Rack Mount Kit - A rack for a Broadband Customer Service
Terminal which fulfills many channel bank, multiport CSU/DSU
•
Adit 600 8-port FXS card - Broadband Customer Service Card which fulfills many
channel bank, multiport CSU/DSU
•
Bridge Clips (Bag of 1000) - connection between two test points.
•
Mushrooms - Wire Distribution Spool
•
D-rings (small) - Wire Distribution Rings, Aluminum
•
Cable Ties (large) - Preformed tie straps on a continuous roll that pull apart without
any cutting
•
Wood screws 1" (100 count) - Required for mounting on communication backboard
•
Firewall - is a device or set of devices configured to permit, deny, encrypt, or proxy all
computer traffic between different security domains
Technical Approach
4-10
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
4. Technical Approach
d. Detailed Project Work Plan
At the beginning of every PCS client relationship is the careful and thorough planning we spend
in the development of the inmate telephone services Implementation Plan. Our project plan
undergoes cross-departmental scrutiny to ensure that all aspects of systems and service
deployment are covered.
The plan includes dedicated experts who are assigned and will report to the Nebraska DCS staff
during the entire course of the project. The team comprises experts in the areas of program
management, project management, network and infrastructure design and deployment,
information technology systems and service integration, client management, and marketing
services. Together, the combined experience of our dedicated experts in project management
and implementation span more than six decades.
The PCS implementation project team will be headed by Anthony Arellano, Implementations
Manager, a veteran of many systems and service deployments. Mr. Arellano and his team will
manage the entire project, ensuring that every detail of the plan is precisely implemented. The
plan includes the following:
•
•
•
•
•
•
•
•
Network and circuit installation
Facility infrastructure changes or improvements
Upgrade and testing for wiring and cabling
Systems and service installation
Systems and service testing and turn-up
Pre- and post-deployment quality control, implemented with the outmost quality and
timeliness
Correctional staff training
Inmate education and orientation to the new system’s features
The project team will be accountable to the State and will provide progress reports throughout
the course of the project. All aspects of the systems and service implementation shall be
precisely executed to avoid disruptions in the current service operations of the phone system at
all Nebraska DCS facilities.
PCS has included a 90-day Implementation Plan in Attachment F. The Implementation Plan
is broken down into three phases: Pre-Implementation, Implementation, and PostImplementation.
Pre-Implementation Phase
The plan begins with the pre-implementation phase, which includes a thorough site survey to
verify that the proposed Implementation Plan and Network Diagram will meet the needs of the
State. PCS’s Project Manager will seek to answer several questions about the facilities during
the site survey, such as:
•
Is there enough available power to run parallel systems until cutover?
Technical Approach
4-11
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
•
•
Is it backed by a generator? What is the failover time?
Does HVAC exist, and is it sufficient?
How many visitation phones are there? Any action to change? Is there a need to change
the number or location of visitation phones?
•
•
What phones are working, broken, or need replacing now vs. later?
Where are demarcation points located (to mark for new circuits and establish
connectivity distance for cable orders)?
•
•
•
Is there a reasonable distribution of phones (i.e. inmate count to phone ratio)?
What is required for workers to enter and work at facility; are there escort rules?
Confirm count of purchased phones, backplates, TDD/TYY, workstations, and other
equipment.
•
Include AGM Subcontractor in survey, PCS Ops Manager, Technical Services Support,
Project Manager. (Site Admins are generally not permitted among the inmate population.
Field Site Tech will join survey and note where attention is needed and take prompt
action to correct revenue producing issues.)
•
•
•
Complete inventory of station wiring (mark wiring to the inmate phones).
Are workstation locations desirable?
What is the contact information for every contingency?
During pre-implementation, PCS’s Project Manager will meet with State personnel to identify
specific client requirements, enabling us to design a phone system that will meet the State’s
unique needs.
At this time, we will make any revisions to the project documentation required by the State and
obtain State approval on the implementations plan and network diagram. With the finalized
plans in place, PCS will order all necessary hardware, including data circuits, the AGM call
processor, phones, workstations, and ancillary equipment. We will also define the data
conversion parameters with the incumbent inmate telephone services provider and schedule the
removal of existing equipment.
The PCS Project Manager will then lead a kickoff meeting with key State personnel and PCS
implementations team members. During this meeting, the project team will discuss the project
goals, as well as any constraints. The PCS Project Manager will ensure that all members of the
team clearly understand their respective roles in the successful completion of the project.
Implementation Phase
During the implementation phase, PCS’s project team will configure and deliver your new call
processor. Telephone techs will then arrive onsite at the State’s twelve facilities to swap out
inmate phones and related equipment, such as enclosures. The telephone installation and
cleanup will take about five days, and we will perform these activities during normal business
hours, or as directed by the Chief Administrator at each facility.
Your PCS Project Manager and project team will then arrive onsite to verify that circuits are in
place and install the call processor, workstations, and routers. The project team will thoroughly
test equipment, telephone lines, the CPE modem line, and connectivity among the twelve
Technical Approach
4-12
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
facilities, as well as upload any converted data to the call processor, prior to cutover.
Implementations will begin simultaneously at all twelve Nebraska facilities, ensuring that the
implementations are completed within the State’s specified 90-day timeframe.
Post-Implementation Phase
PCS’s post-implementation responsibilities include providing documentation, such as escalation
procedures and training materials, to the State. PCS will also train facility personnel on system
administration, using the investigative tools, and commissary integration.
PCS will perform the following tasks as part of the training process:
•
•
•
•
Schedule training for Collect.
Schedule training for Debit.
Schedule training for AGM’s graphical user interface (GUI) and reports.
Set up accounts for the Site Administrator and all designated State personnel needing
system access.
•
•
Schedule training for systems and interaction with PCS.
Make sure training is site- and system-specific but thorough and a resource for
answering ongoing questions.
•
Project manager is onsite until everyone at every facility is comfortable and knows
exactly how to interface and handle situations quickly, easily and hassle-free.
•
Verify laminated dialing instructions are placed by every phone or group of phones.
Finally, the State will inspect, review, and sign off on the implementation before PCS considers
the implementation to be complete. Before leaving, the PCS Project Manager will establish a
method and urgency in resolving any issues with Nebraska’s central contact and other contacts
to ensure expediency and ease in dealing with issues.
Again, please refer to Attachment F to review the Implementation Plan we have prepared
for the State of Nebraska.
Technical Approach
4-13
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
4e. Deliverables and Due Dates
PCS has proposed a 90-day Implementation Plan, included in Attachment F.
Installation for all 12 facilities will be completed by 8:00 AM Central Standard Time on
November 27, 2008. Debit integration with the commissary will be completed prior to cutover.
4-14
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
5. Section IV: Project Description and Scope of Work
IV.
PROJECT DESCRIPTION AND SCOPE OF WORK
A.
PROJECT OVERVIEW
The State of Nebraska is currently seeking qualified vendors to submit proposals for
furnishing, installing, and maintaining an Inmate Telephone System for use in all present
and future correctional facilities. The intent of this RFP is to award a single statewide
contract that will enable inmates at all State Correctional facilities and youth at the
Department of Health and Human Services rehabilitation and treatment centers to make
collect, debit, and pre-paid calls from State facilities. The State will require inmate
access to local, IntraState, InterState and International calling. The State has special
security requirements and has a prime objective of controlling inmate telephone usage
and limiting the use of the telephone system for fraudulent activity.
PCS Response: PCS has read and understands.
Our proposal offers debit calling, collect calling, robust reporting, full channel recording and
monitoring, and full project oversight during both implementation and ongoing maintenance. The
PCS Solution has the capability of providing all operational features and system requirements
applicable to all calls placed through the system, including local, long distance, and international
calling.
The system at each NDCS/YRTC facility must allow for investigative personnel located
either at the facility or central administration to remotely access each of the systems via
a secure, password protected method. Specified NDCS/YRTC personnel must have
the ability to change or modify or view any privileges or restrictions pertaining to inmates
at their facility.
PCS Response: PCS has read, agrees and will comply.
The proposed inmate telephone system has a built-in Virtual Private Network (VPN) router,
which allows investigators and other authorized staff to log into the system from anywhere that
they have Internet access. Once the user has securely logged in using an assigned user name
and password, the user will be able to perform all administrative functions from any location.
There is no need for specialized computers. Any PC capable of running Microsoft Internet
Explorer 6.0 or greater and on the Virtual Private Network with a connection of sufficient
bandwidth has full access to all of the features, including live monitoring and playback of call
recordings.
The system features should include, but are not limited to: central and remote site
network administration, centralized system database, automated operator, call branding,
call blocking, three-way call detect, call forwarding detect, answering supervision, call
duration limits and other inmate/youth calling restrictions, call monitoring and recording,
hot number tracking and system reporting. The vendor shall install and operate prison
inmate/youth telephones and all related equipment including wiring for the inmate/youth
telephones, installation, and any related hardware and software/firmware specifically
identified in this RFP without cost to State.
Project Description & Scope of Work
5-1
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS Response: PCS has read, agrees and will comply.
The PCS Solution provides complete control and functionality for NDCS’s unique needs,
including but not limited to central and remote site network administration, centralized system
database, automated operator, call branding, call blocking, three-way call detect, call
forwarding detect, answering supervision, call duration limits and other inmate/youth calling
restrictions, call monitoring and recording, hot number tracking and system reporting.
PCS will install, operate, and maintain all equipment associated with the inmate telephone
system without cost to the State.
The vendor may include any other information that is believed to be relevant to this
procurement but not specifically asked for in this RFP. Vendor may explain in detail any
innovation, alternatives or more cost effective approaches available in any area of this
RFP. Vendor may provide suggestions of other products or services available that may
assist the State.
PCS Response: PCS has read, agrees and will comply.
The term of any contract awarded as a result of a proposal shall be five (5) years with
the option to renew for two (2) additional one (1) year periods as mutually agreed upon
by all parties. During the term of the contract circumstances beyond the control of the
state may result in increases or decreases in revenue, as well as increase or decreases
in required equipment and/or services. Such circumstances include, but are not limited
to, increase/decrease in inmate population, in number of telephones and/or in number of
correctional facilities. The committee representing the Office of the Chief Information
Officer hereafter referred to as the OCIO and Nebraska Department of Correctional
Services hereafter referred to as the NDCS maintains sole authority to increase or
decrease the quantity of facilities, inmate telephones, equipment and service.
PCS Response: PCS has read, agrees and will comply.
Bidders must indicate their understanding and willingness to comply with the
requirements of this RFP. In any case where the Bidder does not take written exception
to requirements it will be understood that the Bidder intends to comply fully. In cases
where the Bidder cannot comply with a requirement, the Bidder must state so
immediately following the requirement in their proposal. The requirements in this RFP
are based on the needs of the State and points will be deducted from Bidder’s score for
either non-compliant or partially compliant responses.
PCS Response: PCS has read, agrees and will comply.
Exceptions to Section III. Terms & Conditions are included in Tab 6.
B.
PROJECT ENVIRONMENT
The Nebraska Inmate Calling System presently consists of twelve (12) facilities located
throughout the State. Below is a list of facilities and locations. Attachment I shows each
facility and their average monthly minutes.
PCS Response: PCS has read, agrees and will comply.
Project Description & Scope of Work
5-2
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
LOCATION
Nebraska State Penitentiary
Lincoln Correctional Center
3216 West Van Dorn
Lincoln, Nebraska
Diagnostic & Evaluation Center
3220 West Van Dorn
Lincoln, Nebraska
Community Correctional Center Lincoln
2720 West Van Dorn
Lincoln, Nebraska
Omaha Correctional Center
2323 Avenue “J”
Omaha, Nebraska
Youth Rehab and Treatment Center
855 North 1ST Street
Geneva, Nebraska
Youth Rehab and Treatment Center
2802 30th Avenue
Kearney, Nebraska
Community Correction Center Omaha
2320 Avenue “J”
Omaha, Nebraska
NE Correctional Center for Women
1107 Recharge Road
York, Nebraska
Work Ethic Camp
2309 North Highway 83
McCook, Nebraska
Nebraska Correctional Youth Facility
2610 North 20th Street East
Omaha, Nebraska
Tecumseh State Correctional Institution
C.
CITY
4201 South 14th Street
Lincoln, Nebraska
2725 North Highway 50
Tecumseh, Nebraska
PROJECT REQUIREMENTS
Contractor must provide, install, and maintain at their expense all equipment, servers,
workstations, telephones, telephone lines, cabling, recording equipment, and any other
incidentals necessary to provide inmate calling services as proposed. The State of
Nebraska will not be responsible for any costs associated with the implementation or
ongoing maintenance of this service. Although some cabling may be available for
contractor use, it will be the contractor’s responsibility to maintain all cable associated
with their system.
Project Description & Scope of Work
5-3
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS Response: PCS has read, agrees and will comply.
PCS will provide, install, and maintain cabling, equipment, servers, workstations, telephones,
telephone lines, cabling, recording equipment, as needed to provide the proposed inmate
telephone system. The State will not be responsible for any costs associated with the
implementation or ongoing maintenance of this service.
Contractor will be required to provide at least one full time (40 hours per week) system
administrator. Additional staff may be required by the contractor to fulfill the contractor’s
responsibilities. This administrator must be trained and equipped to perform all functions
related to the day to day operation and maintenance of the inmate calling systems
including, but not limited to: State personnel training, line testing, equipment testing,
telephone replacement, telephone repair, database information collection, data input,
report generation, recording system operation, and misc. maintenance. This individual
will be employed by the contractor with a full time commitment to work on the State of
Nebraska account only. System administrator will be provided workspace at the NDCS
central administrators office located in Lincoln, NE and will be expected to work from that
space.
PCS Response: PCS has read, agrees and will comply.
Based on our experience working with correctional systems of 1,000 or more beds, we know
how important it is to have a System Administrator in place to assist with database
maintenance, report preparation, investigation, and telephone system repair. PCS is offering a
full-time onsite System Administrator, who will perform administrative tasks associated with the
inmate telephone system, maintain and repair the phones whenever there is a problem, monitor
the overall operations of the inmate telephone system, testify as to chain of custody, do data
entry, respond to requests and complaints from both the community and the inmate population
and arrange for repair of on-site equipment as necessary.
Our site administrator will be well-versed in the understanding that their ultimate responsibility is
to the State. They will report to NDCS on a routine basis to the State as specified by the facility.
PCS proposes to provide a dedicated, well-qualified site administrator to the State who can
assist with the following tasks.
•
•
•
•
•
•
•
•
Maintenance of databases relating to the inmate telephone system, which includes
entering new inmate calling information, PINs (Personal Identification Numbers) and
blocks and unblocks of numbers
Assist with inmate and administrative comments, questions, and grievances
Prepare reports and audits as required by the facility
Review accounting and create closing statements on a weekly basis
Manage debit revenue purchases through the commissary interfaces
Assist with any investigation that is deemed necessary by the State
Transfer call recordings onto CD as requested by investigators
Facilitate maintenance and repair of the inmate telephone system and provide regular
preventive maintenance reports
Project Description & Scope of Work
5-4
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Our service technicians are factory-certified and trained in the maintenance of our systems.
Scheduled preventive maintenance helps keep the Inmate Telephone System operating at top
performance, while non-scheduled maintenance addresses performance issues that periodically
occur during system usage.
Field Technicians adhere to the following basic guidelines when on-site for Preventative
Maintenance Inspections. These preventative checks and services will be completed at each
site containing PCS equipment whenever an equipment item is repaired or during the standard
scheduled time. When on-site an inspection, each technician will perform the following
telephone and equipment maintenance:
1.
2.
3.
4.
5.
6.
Check all detainee phones on site for serviceability.
Check all facility wall jacks on site for serviceability.
Check all detainee phones on/off switches and relays for serviceability.
Make a test call from each detainee phone to check the volume.
Check the Investigator and Admin Workstations.
Check CPE equipment.
NDCS shall retain final authority on all telephone/system placement and count. At any
time the State may require the addition or removal of individual telephones, or complete
systems, as State needs dictate.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution’s open architecture and state-of-the-art hardware design allow the inmate
telephone system to easily expand and adapt to changes as State needs dictate.
Contractor must be able to provide and install complete systems for State facilities that
may open at future dates within ninety (90) days from written notification.
PCS Response: PCS has read, agrees and will comply.
PCS will comply with a 90-day implementation schedule beginning from receipt of written
notification. A detailed 90-day Implementation Plan is included as Attachment F.
All system equipment and software will remain the property and responsibility of the
contractor with the exception of digital recording media and call detail records. All digital
call recordings and call detail records will become the property of the NDCS.
PCS Response: PCS has read, agrees and will comply.
Without question, the NDCS retains the right to suspend inmate calling indefinitely for
security purposes. This suspension may occur at any level to include Statewide. Inmate
calling will only be suspended when absolutely necessary, and will be restored as soon
as possible.
PCS Response: PCS has read, agrees and will comply.
The Contractor will be solely responsible for the ordering of, payment for, maintenance
of, and troubleshooting on all local or interexchange telephone company lines or
services necessary to provide inmate calling service. The contractor will be responsible
Project Description & Scope of Work
5-5
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
for all telephone company coordination necessary to install, operate, and maintain their
service. The contractor will be solely responsible for the integration and compatibility of
the service with any and all circuits and facilities as may be provided by the local
telephone company and/or carriers. The contractor will pay all invoices from any
provider of ancillary or supporting service that is associated with the provision of those
services in a timely manner.
PCS Response: PCS has read, agrees and will comply.
The contractor will not be authorized to obligate State funds.
PCS Response: PCS has read, agrees and will comply.
The NDCS or the OCIO will give all orders for installation, removal, or modification in
writing. The contractor will not install, modify, remove, or make any changes to service
without written approval.
PCS Response: PCS has read, agrees and will comply.
PCS will not install modify, remove or make any changes to services without written
authorization from the State.
D.
BUSINESS REQUIREMENTS
1.
Commissions
To keep inmate calling rates as low as possible, The State of Nebraska will not
accept a commission from the Inmate Calling Services.
PCS Response: PCS has read, agrees and will comply.
PCS has prepared a response focused on providing the lowest rates possible with no
commission to the State.
2.
Rates
Per minute charges must be flat rate twenty-four (24) hours a day, seven (7)
days a week.
PCS Response: PCS has read, agrees and will comply.
PCS has proposed a One Rate Plan that offers the same low rates throughout the United States
24 hours a day, 7 days a week.
Rates must remain stable for the life of the contract to include the two (2)
additional one (1) year renewal periods. Rate increases will not be entertained
by the State of Nebraska. Bidders must provide their proposed rates for all
categories listed on Attachment II. Failure to provide rates as outlined may be
grounds for rejection of proposal
PCS Response: PCS has read, agrees and will comply.
PCS is proposing calling rates that are below the dominant carrier rates. These call rates are
offered for the length of the contract. Proposed call rates for collect, pre-paid collect, and debit
calls, are included in Tab 7, Cost Proposal.
Project Description & Scope of Work
5-6
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS commits to maintaining negotiated rates throughout the term of the contract including any
renewal periods.
Any and all charges billable to the inmates and their families must be detailed in
the Bidder’s cost proposal. Vendors may not asses any charges to any party in
connection with this service that are not outlined in their proposal response.
PCS Response: PCS has read, agrees and will comply.
Please refer to Tab 7, Cost Proposal for detail regarding additional fees.
3.
Collect Billing
The Bidder must provide a list of Local Exchange Carriers (LEC), and
Competitive Local Exchange Carriers (CLEC) names and Operating Company
numbers for every LEC and CLEC at which the Bidder has an established collect
billing arrangement. Collect calls to parties whose local telephone service is
provided by a LEC or CLEC appearing on this list must not be blocked for any
reason except in the event that the LEC or CLEC itself has placed a collect call
restriction on that telephone line, or the line has been ported from a billable LEC
to a CLEC. If collect calls are blocked due to LEC or CLEC restriction, the nature
of this restriction must be presented to the NDCS/OCIO within twenty-four (24)
hours of request.
PCS Response: PCS has read, agrees and will comply.
In Attachment G, we have included a List of Local Exchange Carriers (LEC), and
Competitive Local Exchange Carriers (CLEC) names and Operating Company numbers for
every LEC and CLEC where PCS has an established collect billing arrangement.
Authorized personnel can access reports detailing restricted calls from any workstation at the
facility in real-time.
The Bidder must detail how called parties are billed when they have either
“collect calling blocks”, or a line serviced by a LEC which the contractor does not
have a direct collect billing agreement. If called party is required to contact the
contractor in order to establish an account, provide the toll free number that is
available for this purpose. This number must be answered within six (6) minutes.
PCS Response: PCS has read, agrees and will comply.
If an inmate’s family member or friend is unable to receive traditional collect calls, or is simply
interested in a more cost-effective calling option, they can pre-pay for collect calling time by
opening a Prepaid Collect account. Instead of being billed for their calls later, Prepaid Collect
calling offers several convenient ways for inmates’ loved ones to pay in advance for calling time.
Friends and family members can more easily manage their spending, while the facility can be
sure that no time or resources will be wasted on collections. When the inmate places a collect
call to the number attached to a Prepaid Collect account, and the call is positively accepted, the
funds are automatically deducted from the called party’s account.
Project Description & Scope of Work
5-7
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
In the event that a collect call is blocked, the called party will hear a voice prompt that provides
instructions for creating a pre-paid account. In addition, PCS provides one minute of talk time at
no cost to the called party. The called party has the option to create an account via an
interactive voice response system, the website, or through a live operator. Customers can call a
dedicated toll free number (888) 288-9879. This number is operational through live
representatives 6 a.m. to midnight Central Time seven days a week, or through automated
prompt options 24 hours a day. Accounts established through our website,
www.PCSTelcom.com, can be used immediately. If the called party chooses to set up an
account through a live operator, PCS requires that the call be answered within 4 minutes.
If direct billing accounts must be established for called parties who cannot be
billed directly from the local carrier, contractor may not ask called parties for any
type of pre-payment or deposit at the time of account establishment. Calling
from the inmate to these called party numbers must be available within twentyfour (24) hours of account establishment.
PCS Response: PCS has read, agrees and will comply.
PCS proposes our proactive prepaid collect calling program as an alternative means to calls
completed through direct billing. Pre-paid accounts are created for a specified amount to a
particular called-to number. Inmates may simply place a call to a number that might otherwise
be blocked through a standard collect-only calling system. The call is processed using standard
voice prompts, and when the call is positively accepted, the parties are connected.
PCS will discuss direct billing options available to minimize called party impact, in addition to
other alternative billing options (Debit or Pre-paid Collect) which allow the called party the
opportunity to manage their monthly calling costs.
Due dates on all invoices must be no sooner than fifteen (15) days from invoice
mailing. Contractor may not block calling to a direct billed number unless the
account is thirty (30) days past due. Contractor may require a deposit not to
exceed $75.00 to restore calling for any account that has not been paid within
thirty (30) days of bill due date.
PCS Response: PCS has read, agrees and will comply.
Individuals or families can set up a prepaid account with PCS to accept calls to homes with
billing problems, hospitals, nursing homes, or cell phones. Enrollment can be completed quickly
and easily by calling the toll free PCS telephone number, accessing the website, or by mailing to
PCS the registration form found at each of our inmate managed facilities. Families can set up
and add money to their pre-paid account using money order, credit card or Telecheck®.
PCS retains a threshold level for past due amounts based upon a risk management philosophy.
To ensure that the called party is aware of the collect call balance, an automated operator
contacts the billed-to number when that number is nearing the high toll threshold and again
when the high toll threshold has been reached. PCS utilizes billing agents (ILD and BSG
Clearinghouse) who contract with all the major phone carriers and aggregators, who in turn
Project Description & Scope of Work
5-8
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
handle many of the long established smaller phone companies. PCS uses this method as a
more efficient process to reach the majority of end users.
Contractor will be required to certify to the State in writing, on a yearly basis that
they have completed a self audit of rates, and that called parties have been billed
in accordance with the contract award rates. Contractor will be required to
provide an electronic copy of ALL collect call detail files that are sent to local
exchange carriers or third party billing companies to the State on at least a
quarterly basis. This file must contain originating facility, called to number, date,
time, and charge for each call detail record billed. Contractor will be required to
provide a refund within sixty (60) days of request for any calls that are either
billed in error, billed incorrectly, or do not appear on the monthly call detail file
sent to the State. Rates will be audited periodically by the State to ensure
accuracy. Call detail records will be periodically checked against call records on
the system itself.
Call detail records must match system records.
If
discrepancies become excessive, the State may hire an independent party to
perform complete monthly audits of call records until discrepancies are taken
care of at the contractor’s expense.
PCS Response: PCS has read, agrees and will comply.
PCS performs daily/weekly/monthly monitoring with automated alerts and monthly analysis. In a
monthly sample account PCS achieved a 99.97 accuracy rate. PCS constantly monitors and
audits call data to maximize efficiency in operations, to identify areas for improvement in
efficiency, and to ensure correct collect billing of end users and proper accounting of prepaid
payments and calls. Weekly reviews are made of all accounts to assess call accuracy.
Submission of billable, completed calls is 100 percent.
In addition, authorized State personnel can audit our rates through our inmate phone system
web interface anytime, anywhere.
PCS hired a consultant to perform a revenue assurance audit. The audit confirmed the
successful implementation of enhanced validation and billing processes. This audit was
performed by Ms. Aytxa Ramirez, who may be contacted by phone at (954) 646-1171 or by mail
at 2101 NW 111 Terrace, Pembroke Pines, FL 33026.
4.
Debit Recharge
Dollar values to inmate accounts will be sold directly to inmates by facility staff.
The State will compile a daily file on all sales and provide to the contractor.
Contractor must add dollar values to inmate accounts within eight (8) hours of
receipt. The Contractor must explain their procedure for accounting of inmate
debit balances.
PCS Response: PCS has read, agrees and will comply.
Debit sales records are compared and reconciled to debit usage records to identify any errors
and inconsistencies. This ensures that inmates’ accounts are funded and balanced quickly and
accurately. This comparison is completed on a regular basis as part of our standard monthly
reconciliation process.
Project Description & Scope of Work
5-9
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
5.
Debit Billing
The NDCS will not allow for plastic pre-paid calling cards and requires that all
pre-paid time purchased by inmates at all facilities be added to their accounts in
the time specified in Section IV.4 Debit Recharge. Contractor shall invoice the
NDCS on a monthly basis for the combined dollar values added to inmate
accounts during the previous calendar month, less refunds made to released
inmates. Billings should be sent in one of the following methods:
NDCS Accounts Payable
P. O Box 94661
Lincoln, Nebraska 68509
Or via email to NDCS.accountspayable@nebraska.gov
The State of Nebraska’s Chief Information Security Officer has established a
mandatory requirement that all file transmissions to and from the State of
Nebraska be secured at both sides of the file transmission. Some of the
suggested file transmission protocols to resolve this requirement are as follows:
a.
b.
c.
d.
Connect Direct software
SFTP server with public key authentication
FTP SSL/TLS server
FTP client utilizing VPN
The State will provide the contractor with a monthly file listing inmate releases.
This file will be provided to the Contractor on the 5th of each month. Each inmate
release file will include inmate name, inmate number, and release date. The
contractor will be required to return that file by the 10th day of the same month
and add the amount of funds remaining on each inmate’s debit account so that
refunds can be made to the inmate by the State. The total amount of refunds will
be deducted from that months payment to the contractor.
PCS Response: PCS has read, agrees and will comply.
6.
Prepay by Inmate Families
Vendors may require inmate families to “Pre-pay” for services if those families do
not meet the Vendor’s creditworthiness requirements for collect calling. When
Pre-pay is required, the Vendor must be able to accept payment from inmate
families using credit cards, debit cards, personal checks, and money orders All
monies paid to the vendor by inmate families will be credited to the families
account and decremented at a rate equal to those in the bidder’s cost proposal.
Inmate family pre-pay accounts are considered “Debit” accounts and will be
subject to the Debit calling rate. Contractors may charge a fee to cover the cost
of accepting credit card payments from inmate families however, that fee may not
exceed 5% of the total transaction. The contractor may not charge any additional
processing fees when inmate families pay using methods other than credit/debit
cards except for insufficient check fees. Bidders must outline their entire policy
for Pre-pay in their bid proposal.
Project Description & Scope of Work
5-10
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS Response: PCS has read, agrees and will comply.
If an inmate’s family member or friend is unable to receive traditional collect calls, or is simply
interested in a more cost-effective calling option, they can pre-pay for collect calling time by
opening a Prepaid Collect account. Instead of being billed for their calls later, Prepaid Collect
calling offers several convenient ways for inmates’ loved ones to pay in advance for calling time.
To meet the State’s requirement, PCS has lowered the credit card transaction fee for inmate
families so that the fee will not exceed 5% of the total transaction.
Prepaid Collect: Payment Channels Available to the Called Party
Toll Free Automated Pay by Phone
o
o
o
o
o
o
o
888-847-3206
Available 24/7/365
Accepts major credit cards
Funds available within 15 minutes
Subject to minimum deposit and service fee
End users able to request refunds on prepaid accounts only
Able to fund multiple prepaid accounts or inmate debit phone accounts with one transaction
e-Commerce Website
o
o
o
o
o
o
o
o
o
www.pcstelcom.com
Available 24/7/365
Accepts major credit cards
Funds available within 15 minutes
Subject to minimum deposit and service fee
End users able to request refunds on prepaid accounts only
Able to fund multiple prepaid accounts or inmate debit phone accounts with one transaction
Account management capabilities
User-friendly informative website answering customer FAQs
Live Customer Care Call Center
o
o
o
o
o
o
o
o
o
888-288-9879
Toll free number
Friendly, knowledgeable customer service representatives
CPNI Compliant
Accepts payments via major credit cards or check
Funds available within 15 minutes
Subject to minimum deposit and service fee
End users able to request refunds on prepaid accounts only
End users can obtain account information and calling rates
Able to fund multiple prepaid accounts or inmate debit phone accounts with one transaction
o
Western Union
o
o
o
o
o
o
50,000+ locations nationwide
Accepts cash only from Western Union locations in the continental United States
Funds available within 15 minutes
End user needs to have an existing prepaid account
Minimum deposit required and Western Union service fee applicable
End users able to request refunds on prepaid accounts only
Visit www.westernunion.com to find the nearest Western Union Center
o
MoneyGram
o
o
o
o
26,000+ locations nationwide – including Wal-Mart locations
Accepts cash only from MoneyGram locations in the continental United States
Funds available within 15 minutes
End user needs to have an existing prepaid account
Project Description & Scope of Work
5-11
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
o
o
o
Minimum deposit required and MoneyGram service fee applicable
End users able to request refunds on prepaid accounts only
Visit www.moneygram.com to find the nearest MoneyGram location
Pay By Mail
o
o
o
o
o
o
E.
No service fee
Accepts cashier’s check or money order
Subject to a minimum deposit
Takes up to 5 business days from when PCS receives the check till money is added to the account
End users able to request refunds on prepaid accounts only
Toll free number for customer support
TECHNICAL REQUIREMENTS
1.
General Calling Requirements
Nebraska inmates are allowed fifteen (15) cumulative minutes per day to place
calls. The Bidder’s system must be able to accumulate all daily call totals for
each inmate and suspend calling once the cumulative fifteen (15) minute time
limit has been reached. This includes any calls that may be in progress.
Systems that are not able to limit calling for each inmate to fifteen (15) minutes
per day will be rejected. This cumulative call limit must be adjustable.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution is fully customizable, and therefore can be programmed to limit inmate phone
calls to the fifteen (15) minute maximum limit currently enforced at NDCS facilities. If the State
so desires, the system can be programmed to announce the time remaining at specific intervals,
such as one or five minutes prior to the call expiration. Once the 15 minute limit has been
reached, the call will be terminated. The PCS Solution is also designed to allow for adjustments
to the time limit, as needed, and can apply time limits by individual inmate, group of inmates, or
facility-wide.
Inmates must be able to place calls using a nine (9) digit PIN that will be
comprised of a five (5) digit NDCS number and a four-digit number, which must
be randomly generated by the contractor’s system. This nine (9) digit PIN must
be unique, and will be used to identify each inmate account on the contractors
system.
PCS Response: PCS has read, agrees and will comply.
Each inmate will be assigned a PIN number comprised of a five (5) digit NDCS number and a
randomly generated four-digit number. PINs are customizable and may be between four and
twelve digits in length and can be assigned at random or created as a combination of the
facility-assigned ID plus a random number. Inmates will be able to place calls using a nine (9)
digit PIN unique to each inmate.
The system proposed must be capable of giving inmates the option of completing
calls either on a collect basis, or by using their debit account.
PCS Response: PCS has read, agrees and will comply.
Project Description & Scope of Work
5-12
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The proposed system gives the option to complete calls using a standard collect, debit or
prepaid account. Please refer to Section 4 for a complete description of the proposed calling
options.
All calls must be branded in the following manner: "You have a collect call from
(inmate first and last name) at (correctional facility name) in (city) Nebraska. If
you wish to accept this call, please press or say "5."
PCS Response: PCS has read, agrees and will comply.
Call branding can be customized as required by the State. The pre-recorded announcement the
called party will hear will be similar to, “You have a collect call from (inmate first and last name)
at (correctional facility name) in (city) Nebraska. To hear acceptance options in English press 1.
Para Español marque 2.”
The called party is then presented with menu options in the selected language. Call branding
can be customized as needed by the State so that called parties can accept calls by
pressing the “5” button. Once the called accepts the call, a pre-recorded message will
prompt, “This call may be monitored and recorded. Thank you for using PCS.”
Called parties must be able to accept calls by pressing the “5” button, reject calls
by pressing the “1” button, and block all collect calls from Nebraska facilities by
pressing the “2” button.
PCS Response: PCS has read, agrees and will comply.
Call prompts can be customized as needed by the State so that called parties can accept
calls by pressing the “5” button, reject calls by pressing the “1” button, and block all collect calls
from Nebraska facilities by pressing the “2” button.
The Bidders system must be able to record inmate telephone calls, and
recordings must be easily accessible to State personnel.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution automatically records and monitors all calls made at the facility except for
those marked as “Do not record.” The calls in progress can be monitored on an as needed basis
from the workstations at the facilities or from any computer connected to the Internet. All
recorded calls are stored on RAID 5 drive arrays in each of the servers on site. With a login and
proper password, users are able to listen to calls or select calls to a CD/DVD queue.
2.
Account/PIN Administration Requirements
When inmate accounts are established, inmates will provide a list of up to twenty
(20) telephone numbers. These numbers must be programmed into an inmate
“allowed call list”. Inmates will only be permitted to dial numbers that appear on
their “allowed call list.
PCS Response: PCS has read, agrees and will comply.
Project Description & Scope of Work
5-13
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS proposes the use of allowed call lists. These allowed call lists are associated with each
inmate’s PIN. Inmates will only be permitted to dial numbers that appear on their “allowed call
list.” The Personal Allowed Number (PAN) application provides tight control on all numbers
called by inmates from the facility. The PAN application allows administrators to associate a
“personal allowed number” list with each PIN, so that the inmate is unable to make calls except
to those pre-specified numbers on his list. To further control the telephone usage of inmates,
telephones may be programmed with specific call restrictions and call durations by PIN. The
screen below (Figure 5.1) shows the PAN detail.
Figure 5.1 PAN Detail
The PCS Solution has an automated PAN feature. This automated feature permits inmates to
add numbers his/her Allow List up to the maximum number allowed. The following sample
screen (Figure 5.2) shows an inmate account set for an automated Allow List up to 20 numbers.
Project Description & Scope of Work
5-14
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.2 PAN List
The contractor provided system administrator will be responsible for creating and
maintaining inmate calling accounts. All accounts must be created within twentyfour (24) hours of receipt. The Contractor will utilize NDCS provided registration
forms.
The Site Administrator will be responsible for creating inmate calling accounts and maintaining
all databases relating to the inmate telephone system. This will include all PINs (Personal
Identification Numbers), PANs (Personal Allowed Lists). Inmate accounts are typically
established when inmates are admitted to a facility, but will be established within 24 hours of
receipt. The Site Administrator will use registration forms as provided by the State.
System Administrator will be required to pre-record the announcement of the
inmate’s committed name or legal name change (first and last name) when
creating account. System must not allow inmate to record his/her own name at
any time. The inmate must be electronically blocked from hearing or
communicating with the called party until the call is accepted. Inmate’s voice will
Project Description & Scope of Work
5-15
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
not be used during any announcement. Electronic security measures must
prevent an inmate from interfering with or altering an announcement.
PCS Response: PCS has read, agrees and will comply.
At least two (2) staff members at each NDCS/YRTC facility must be trained to
create and maintain inmate accounts in the event that system administrator is not
available. Method of training should include user manual, instructor presentation,
or powerpoint presentation.
PCS Response: PCS has read, agrees and will comply.
PCS provides training on the inmate telephone system and all auxiliary services prior to cutover.
Training of facility employees will take place initially on site. The training session is set-up as an
open multi-media presentation with printed materials and a question and answer session.
Training will cover in detail how to access and use all the inmate telephone system functions
from a computer workstation, including playback of call recordings, downloading recordings to
CD and the type of media player required, exporting case files, and other related topics.
Training will also include user security levels, the permitted tasks of each security level, and
how to assign users to each level or task.
Refer to Figure 5.3 for a sample of what may be covered during a training session.
Module
Login
Home
User Guide
Call Detail
Reporting
Call Detail
Reporting
Call Detail
Reporting
Live Monitoring
PIN
PIN
CD/DVD Utilities
System Control
User
Management
Number
Management
Number
Management
Log Out
Subject
How to Login
Overview of system and modules; explanation of graphs
Overview of online manual
Discuss all options for running various reports, setting up a template for
a report and printing of a report
Demonstrate the investigative reports, call playback, reverse lookup,
making notes, moving calls to CD/DVD Utilities
Creating revenue reports
Monitoring live calls
Using PINs as they apply to cardless debit
Explain all features that are available to a facility that is using facilitygenerated PINs for the inmates
Selecting calls to burn on a CD/DVD and actually burning a CD
Turning phones on and off and other options
Establishing users with IDs and passwords and roles
Doing reverse lookups
Blocking and unblocking called to numbers, entering private numbers
that are not to be recorded, entering Hot numbers, and other number
management details.
Logging out
Figure 5.3 Training
Project Description & Scope of Work
5-16
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
3.
Collect Calling Requirements
The system must function as follows:
a.
Inmate goes off-hook, and is prompted to enter a nine (9) digit PIN.
b.
Inmate is then given an automated option to place a collect call or a debit
call.
c.
Inmate selects option to place collect call.
d.
Inmate dials number.
e.
System validates dialed number against the inmates individual “allowed
number list” and then places inmate on hold.
f.
System places call.
g.
When called party answers, system prompts called party to either accept
or reject the call.
h.
Either a call path is established, or inmate is notified that call was not
completed, and the reason for unsuccessful completion.
PCS Response: PCS has read, agrees and will comply.
4.
Debit Calling Requirments
The system must function as follows:
a.
Inmate goes off-hook, and is prompted to enter a nine (9) digit PIN.
b.
Inmate is then given an automated option to place a collect call or a debit
call.
c.
Inmate selects option to place a debit call.
d.
System plays the remaining dollar amount on card.
e.
Inmate dials number.
f.
System validates dialed number against the inmates individual “allowed
number list” and then places inmate on hold.
g.
System places call.
h.
When called party answers, system prompts called party to either accept
or reject the call.
i.
Either a call path is established, or inmate is notified that call was not
completed, and the reason for unsuccessful completion.
PCS Response: PCS has read, agrees and will comply.
5.
Recording Requirements
Inmate calls must be recorded, and easily accessible to State personnel. Call
recordings must be held on redundant hard drives.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution automatically records and monitors all calls made at the facility except for
those marked as “Do not record.” The calls in progress can be monitored on an as needed basis
from the workstations at the facilities or from any computer connected to the Internet. All
recorded calls are stored on RAID 5 drive arrays in each of the servers on site. With a login and
proper password, users are able to select calls to a CD/DVD queue, which can be burned to a
CD/DVD as required.
Project Description & Scope of Work
5-17
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The Bidder‘s system must be capable of locating call recordings by inmate name,
inmate PIN, date, inmate telephone, or called to number.
PCS Response: PCS has read, agrees and will comply.
Call recordings can be easily located from the workstation using a simple point and click
method. Recordings can be searched by inmate name, PIN, inmate telephone, or called-to
number.
Recorded calls can be searched and queried, with proper security clearance, by both local and
remote access. The recorded call archives can be searched through system web server
technology.
This can be done at any workstation with proper password access over the LAN, Internet, or
remote privileges into the system. Playback of any selected calls can then be initiated through
this same connection.
Call recordings must be easily copied to CD or DVD. CD/DVD burners must be
available on all work stations provided by the contractor.
PCS Response: PCS has read, agrees and will comply.
Both call detail records and call recordings can be copied onto compact disc (CD), DVD, or
other electronic medium, and these may be replayed on any computer with the appropriate
audio capabilities. PCS will provide the storage device, which will be located in the area
designated by the State. The storage device will produce transfer recordings with virtually no
loss in quality and will be capable of placing an audio time and date stamp within the recording.
The storage device will have a monitor amplifier and speaker so that the investigator may
confirm accurate transfers of the recorded information.
The process of downloading call recordings is fast and easy. From the Call Detail Results
screen, the user can just click on the CD-icon of the desired call recording. This will place that
recording in the CD/DVD Queue, as shown in Figure 5.4 below:
Project Description & Scope of Work
5-18
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.4 CD/DVD Queue
Once the desired recordings have been selected, the user merely inserts the CD/DVD and
clicks on “Data CD/DVD” to burn the CD/DVD. He or she may listen to the CD/DVD through
Windows Media Player. Simply click on the speaker icon in Figure 5.5 below.
Figure 5.5 CD/DVD Playback
Project Description & Scope of Work
5-19
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Each site must be capable of storing six (6) months of call recordings on the
system hard drive for immediate access. Once call recordings become six (6)
months old, the system must automatically download them to a permanent
storage media. Permanent storage media must hold six (6) months of call
recordings, and be stored at NDCS. Call records stored on permanent media
must be easily accessible and searchable.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution will store all call detail records and call recordings on the system hard drive
for a minimum of six (6) months prior to archiving on a permanent storage media. This will
include both attempted and completed calls. NDCS will be able to access these records from
any workstation with authorized access.
Both call detail records and call recordings can be copied onto compact disc (CD), DVD, or
other electronic medium, and these may be replayed on any computer with the appropriate
audio capabilities. PCS will provide the storage device, which will be located in the area
designated by the State. The storage device will produce transfer recordings with virtually no
loss in quality and will be capable of placing an audio time and date stamp within the recording.
The storage device will have a monitor amplifier and speaker so that the investigator may
confirm accurate transfers of the recorded information.
The contractor provided system administrator must be restricted from monitoring
inmate calls.
PCS Response: PCS has read, agrees and will comply.
The Site Administrator will not have direct user access to any recording or monitoring
equipment.
The NDCS has collected an extensive database of call recordings. Bidder shall
describe how they would integrate that data into their system so that seamless
access to old and new call recordings can be accessed in a uniform manner.
PCS Response: PCS has read, agrees and will comply.
Integration with the proposed inmate telephone system is implemented using data file
interchange. The system processes a rich set of directives to affect the specified data stores.
6.
System Security Requirements
The Bidder’s system must be capable of screening, detecting, and eliminating
any efforts by the called party to transfer or originate a 3-way call. Explain in
detail your systems solution for detecting and eliminating these types of calls. If
your system is capable of disconnecting these types of calls, the use of this
feature must be programmable and controlled by State personnel.
PCS Response: PCS has read, agrees and will comply.
The PCS Solutions monitors all of the available information on the telecommunications network,
and reduces fraudulent activities. The only scenario which could possibly lead to a three-way
Project Description & Scope of Work
5-20
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
call going undetected would be due to the lack of any signaling on the telecom network to ANY
service provider that a three-way call is occurring. With the combination of silence, dial tone,
DTMF detection, and other Energy algorithms, the PCS Solution accurately detects most
fraudulent activities. Many providers propose patented three-way detection technologies, which
PCS has tested in the past and which have proven not worthy in the field. These technologies
do not catch 100% of three-way calls, and they also have a very high percentage of detecting
and disconnecting valid calls that are not three-way (false positives). The PCS Solution runs
algorithms that provide a solid, reliable, and proven detection system.
Whenever attempts at fraud are detected, the PCS Solution can respond by advising the parties
to the call, terminating the call, or both. PCS will implement whichever option the County
chooses. In all cases, these calls are flagged on the call detail record.
The State reserves the right to shut down inmate telephones and/or limit inmate
access to telephone calls in any or all areas of a particular facility as needed.
Explain how this function can be managed with your system.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution is flexible in its ability to classify and define the functions of individual phones
or groups of phones within a facility. Up to the minute on/off call times may be set on phones as
well as the application of any specific calling restriction that may be necessary. Such restrictions
could mean that only certain types of calls and call lengths would be allowed from specially
designated phones.
The system can configure an institution’s inmate phone in a wide variety of ways and under
different criteria:
•
•
•
•
•
On/Off times may be programmed at each minute, 24 hours a day.
On/Off times may be programmed to be unique to each day of the week.
On/Off times may be programmed to be unique to different areas within a facility.
Call durations can be set per phone, line, PIN/PAN, or identification number.
The entire phone system may be turned On/Off with a couple of clicks of the mouse.
Staff at each facility can easily be trained to provide this function. A point and click method
provides easy control of inmate phones.
In addition to the ability to shut down phones at a workstation, the PCS Solution will also provide
mechanical cut-off switches, located in the places designated by the County. Authorized
personnel will be able to digitally shut down selected telephones from the central control
centers. This system requires no special technical knowledge to disconnect or reconnect
service.
The ICOR-24 is a switching unit that allows correctional personnel to shut down a number of
phones with a single switch. This increases variation options for shutting off phones and
reduces required wiring and space required for installations. The unit can be configured in a
variety of ways. It can accommodate multiple switches so that only certain phones are disabled
at a time. Please refer to Figure 5.6 below for a photo of the proposed cut-off switches.
Project Description & Scope of Work
5-21
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.6 PCS ICOR-24 Shutdown Switch
Each unit controls 24 phones. Multiple units can be grouped together as shown in the picture on
the right in order to control more than 24 phones. Each new unit that is grouped gives the user
the ability to control another 24 phones.
By using the ICOR-24, PCS can group phones in a variety of ways so that authorized facility
personnel can easily shut off selected phones for the entire institution, central control center, or
by housing unit.
These configurations are not limited to phone locations. For example, there may be inmate
phones located in several areas of a facility. Even though these phones may connect to different
trunk lines, they could be connected through the ICOR-24 so that all of them could be shut off at
once.
Inmate telephones must be restricted from out-pulsing any DTMF digits once the
call has been connected.
PCS Response: PCS has read, agrees and will comply.
The system constantly monitors the inmate phone for attempts to manipulate the switch-hook in
order to bypass system controls. Any such attempt will result in call disconnection. At no time
will the inmate reach outside dial tone. Creating DTMF tones by dialing additional digits will
result in call termination.
Contractor must provide the proposed system with audit software that keeps
track of access to system, i.e. time and date of all workstation logins, time spent
logged in, changes made while logged in, etc. This access information will only
Project Description & Scope of Work
5-22
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
be available to the NDCS Special Services Administrator.
system accomplishes this.
Explain how your
PCS Response: PCS has read, agrees and will comply.
All access to the inmate telephone system is tracked in a log that shows the user login name, IP
address of the PC used to access the system, and the time and date of the actions. Only those
users with Administrative privileges are able to see these logs.
The Bidder system must have a “Call Alert” feature. This feature will alert staff
that a designated inmate is making a call, or that an inmate is placing a call to a
designated telephone number.
PCS Response: PCS has read, agrees and will comply.
The inmate telephone system will automatically call and alert investigators if a designated
inmate is making a call or a designated phone number is called. When a “hot” telephone
number or PIN is dialed, the alert will be triggered and the ITS will call the “Dial To” number.
When the investigator answers his phone, he will enter a four digit access code and may listen
to the call in progress.
The PCS system will detect and prohibit an attempted call made to a restricted number, an
attempted call using a restricted PIN, or an attempted call made from a restricted telephone.
Investigators can program a “Dial To” number where they will be called when a call matching
their criteria is attempted.
To set an alert on a number at any time, label it as “hot” as shown in Figure 5.7 below.
Figure 5.7 Hot Numbers
Project Description & Scope of Work
5-23
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
System administrator security should be available at varied levels of system
access. Explain how your system restricts access to particular features or
programs based on administrator login.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution will be accessed by passwords, and the password level will determine
functions and facilities a user can access. Passwords can be set to allow access to only the
local facility, to access multiple facilities, or to access all facilities. User access can also be
limited to certain functions of the inmate telephone system. Workstations can be used to
administer the account of other users, as well as inmates. They can also be used to listen to
calls in progress, as well as completed calls. The reporting functionality of the proposed system
makes it easy to run standard reports or create customized reports. PCS will work with the State
to determine access levels for each user.
In order to access the PCS system, each user must login with a valid user name and password.
Please refer to Figure 5.8 for an example of the login screen.
Figure 5.8 Secure Login
To login to the ITS, users simply open Internet Explorer 6.0 or above and enter
http://pcsicm.com. They then enter a valid user name, password, and facility number.
Each user will have an assigned role, which gives them permission to access certain functions
and not others. To create a user role, enter the Edit Roles Screen, from the User Management
Screen shown in Figure 5.9.
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.9 Creating Roles
From this screen, administrators may create a role and assign privileges to that role. Once the
role has been created and given a name, it can then be assigned to a user. Please note the
sample screen below (Figure 5.10).
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.10 Assigning a Role to a User
From this screen, administrators can create a new user by filling in the user’s name, status, and
password and assigning the user to a Role.
Roles can be used as assigned pre-set security access levels, or Roles may be created
specifically for an individual user. Those with administrator level access will be able to create
and assign roles to other users.
Cellular and IP telephones present a security concern and need to be identified.
The Bidder must state in their RFP options for flagging all call detail and
recordings on calls made to cellular and IP phones. Bidder must explain options
available to the NDCS for identifying cellular and IP numbers.
PCS Response: PCS has read, agrees and will comply.
PCS subscribes to the Local Exchange Carrier Line Information Data Base (LIDB) screening
database for call validation. This database will be queried for each called-to number. We will
process only those calls that do not have Billed Number Screening (BNS).
Validation Process - All calls go through a screening process in order to attempt to minimize
fraudulent and/or unauthorized activity.
1. If the facility uses Personal Allowed Number lists, the first check is to ensure that the
number dialed is on the inmate’s PAN list. If not, the call is not allowed.
2. All calls are validated through AT&T’s LIDB service (Line Identification Data Base). This
service is a type of TRW for called to numbers. It verifies that it’s a billable number and
reports any billing blocks.
3. All calls are compared to a Billable Phone Number Table in order to identify them as cell
telephone numbers, bad area code/prefixes, etc.
4. All calls are compared against a call restriction table to ensure that end user requested
restrictions and/or abused phone numbers are not processed.
5. All calls are compared to system and administration blocks to ensure that unallowed
numbers are not contacted.
6. All Calls are checked against a Telco Block Table, which identifies numbers with billing
problems.
PCS’ validation is performed in a real time environment, incorporating validation responses from
Local Exchange Carriers, acknowledgement of carriers who do not allow billing of collect calls
and blocked numbers entered by the facility or PCS.
PCS uses LIDB as one tool to validate calls but we don’t rely only on this database. Due to
number portability and CLECs that do not allow collect call billing to their customers, it is
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
important to have redundant and overlying data sources to ensure that the proper validation
processes are in place. PCS relies on both internal and external databases along with LIDB to
accomplish this goal. The following illustration (Figure 5.11) is of the validation process:
Figure 5.11 Validation Process
This internal validation process tracks unbillables, which can be compared against a list of cell
number exchanges. In addition, we will work with the current incumbent to obtain the current list
of identified cell phone numbers.
7.
Workstation Requirements
A minimum of two (2) workstations will be required at NSP, LCC, OCC, DEC, and
TSCI. Six (6) workstations are required at the Central administrator’s office in
Lincoln, NE. two (2) for use by Contractors system administrator, one (1) by
NDCS Special Services Administrator, one (1) for NDCS Intelligence
Coordinator, one (1) for Central Administration Accounting and one (1) for the
NDCS Investigators office. All other locations will require one (1) workstation.
PCS Response: PCS has read, agrees and will comply.
PCS will provide workstations as required by the State. These workstations will allow access to
call detail records, inmate account information, call recordings, and configuration for all
correctional facilities regardless of location.
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The PCS proposed Administrative PC configuration is a HP Compaq Business Desktop dx5150
(Figure 5.12) with the following components:
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2 GHz AMD Athlon 64 3200+
1 GB PC 3200 RAM memory at 400MHz
17" Flat Panel Monitor
80 GB SATA II Hard Drive
52x32x52x/16x CD-RW/DVD-ROM Combo Drive
Internal Chassis Stereo Speakers
Intel 10/100/1000 Onboard Ethernet Controller
HP USB 2-Button Optical Mouse 800 Dpi
USB Enhanced Multimedia Keyboard
Microsoft Windows XP® Professional Service Pack 2
Microsoft Office 2003 Professional Edition 2003
McAfee/Norton Virus Protection Enterprise Software
Lexmark Z611 Color Inkjet Printer
Figure 5.12 Workstation
Each Contractor provided workstation must have access to call detail records,
inmate account information, call recordings, and configuration for all correctional
facilities regardless of its location.
PCS Response: PCS has read, agrees and will comply.
The ability to create and manage case files on each workstation case files for ALL workstations
will be accessible from the NDCS Special Services Administrator workstation. Case files can be
shared between all workstations regardless of location.
The ability to create and manage case files on each workstation must be
available. Case files for ALL workstations must be accessible from the NDCS
Special Services Administrator workstation. Explain the method of case file
management available with your system.
PCS Response: PCS has read, agrees and will comply.
The inmate telephone system can create and manage case files through the Administrator
screen viewed on each workstation. This feature will enable authorized personnel to create file
folders for each case and add Word documents, call recordings, etc. to the case folder. This
information is stored in the database on the central server(s) and is therefore viewable by any
workstation with the proper security access.
Where two (2) workstations are at any one (1) site, the ability to share case files
between workstations must be available.
PCS Response: PCS has read, agrees and will comply.
Each workstation must be supplied with an inkjet printer and a 17” monitor.
PCS Response: PCS has read, agrees and will comply.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
As requested by the State, each workstation will be supplied with an inkjet printer and a 17”
monitor.
It is desirable that spare workstations and individual workstation components be
readily available onsite, however contractor will be required to repair or replace
any faulty workstation or workstation component within forty-eight (48) hours.
PCS Response: PCS has read, agrees and will comply.
NDCS requires that personnel have access equal to that of the workstations from
offsite computers via the Internet. Contractor must explain their method for
meeting this requirement.
PCS Response: PCS has read, agrees and will comply.
PCS knows that it is critical for investigators to safely access call recordings and call data even
when they are not physically present at the facility. With the PCS solution, authorized users will
be able to run customized reports and operate the telephone system from a remote location in
the same way as they would from a dedicated workstation at the facility. Multiple investigators
can access the system simultaneously.
Investigators and systems administrators will be able to securely and easily access call data and
monitor live calls from any location with a high-speed internet connection – from an office, for
example, from a personal workstation, or even from home. All authorized personnel will be
given a unique username and password, with NDCS-determined authorization levels and
permissions. These credentials allow NDCS to grant each user access to only those areas of
the telephone system that are relevant to that user’s job functions.
8.
Network Requirements
The type of data network used will be the responsibility of the contractor,
however all site information to include recording and monitoring must be made
available to the central administration workstations on a “real time” basis.
PCS Response: PCS has read, agrees and will comply.
Site information, including recording and monitoring is available to authorized personnel on a
real-time basis.
The type of voice network used will be the responsibility of the contractor. A
Voice Over Internet Protocol (VOIP) solution will be permitted, however the
contractor must provide some type of redundancy so that facilities are never
isolated from electronic monitoring from the Central administration site.
PCS Response: PCS has read, agrees and will comply.
All data and telephone network used by the contractor provided system must be
installed, maintained, and paid for by the contractor. At no time will the
contractor be permitted to use State resources.
PCS Response: PCS has read, agrees and will comply.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The proposed system will be provided, installed and maintained at no cost to the State.
All inmate telephones must be capable of functioning simultaneously. This will
require a 1:1 ratio of telephones to outside lines.
PCS Response: PCS has read, agrees and will comply.
9.
Telephone Equipment Requirements
All inmate telephones will be provided by contractors and must be heavy-duty
wall mount phones to include:
a.
Hearing aid compatibility
b.
DTMF signaling
c.
Fully FCC and U.L. approved
d.
ADA compliant and compatible with TDD devices
e.
Armored cords
f.
Volume control
Telephone types and counts for each facility can be found in attachment 1a.
PCS Response: PCS has read, agrees and will comply.
PCS will supply and install full security inmate telephones by Navitel. The OTC-2110V2 inmate
telephones are vandal resistant, surface-mounted telephones with metal housing, steel armored
handset cord and stainless steel lanyard. The phones are manufactured in 14-gauge stainless
steel, thoroughly field-tested, and are currently used in indoor and outdoor correctional facilities.
All telephones are compatible with standard Telco mountings, which include 10A coin-less and
WE-COL type mountings. The inmate phones will have no exposed screws, bolts, metal, or
other hard-substance fasteners or any other material that can be removed from the phone
without a special security removal device.
Pictures and descriptions of the proposed phones are included in Attachment I, Navitel/OTC
Inmate Telephones.
The proposed ITS will comply with all Federal Communication Commission and Public Utility
Commission regulations. The FCC registration number for the proposed inmate telephones is
US:OTCTE11B2000. The inmate telephone handsets are hearing aid compatible and meet
E.I.A. Standard RS-504 for compatibility.
Please see Attachment H for a Declaration of Conformity with all FCC requirements for
the call processing equipment. The Approval Number of the interface that connects the PCS
system to the local exchange is United States FCC Part 68, Subpart D 6PR CAN-36341-DD-N.
Contractor must provide a portable telephone at each facility for use in
segregation units and hospitals as indicated in Attachment 1a.
PCS Response: PCS has read, agrees and will comply.
PCS will provide a portable telephone for use in segregation units and hospitals at each facility.
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Contractor must provide one (1) TDD unit at each facility location as indicated in
Attachment 1a. Additional TDD units shall be provided as requested by NDCS.
Digital monitoring capabilities must be available for TDD units.
PCS Response: PCS has read, agrees and will comply.
PCS’s automated operator inmate telephone system is designed for use by the hearing
impaired. PCS will provide TDD/TTY devices based on the needs of each facility, as determined
by NDCS.
Amplified volume control is a built-in feature of the proposed inmate telephones manufactured
by Navitel/OTC Telecom. These telephones have a volume control device that allows the
inmate to increase or decrease the volume of the headset earpiece. The proposed inmate
telephone standard keypad assembly is fully ADA compliant and has a "raised bump" on the
number 5 key as required. Physically impaired inmates at correctional institutions nationwide
are successfully using these standard keypads.
PCS proposes the portable Ultratec (Model: Supercom 4400) vandal resistant TDD (Figure
5.13). Standard features of this TDD phone include:
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32k memory
Turbo Code® and Auto IDTM
E-Turbo for simplified relay calling**
Direct connect (with 2 jacks) to standard telephone lines
Built-in ring flasher
Auto-Answer (with programmable message)
Auto-busy redial, Wait for Response and 3-way calling
Remote message retrieval
User-programmable Relay Voice Announcer
Keyboard dialing, follow-on dialing, tone or pulse dial
Memory dialing/redial
Computer-style keyboard
TTY AnnouncerTM
GA/SK and arrow keys
Printer port to connect to external printer
Baudot code (45.5/50 baud rate)
Figure 5.13 Ultratec Supercom
4400 TDD
The PCS proposed call processor can be configured to allow for up to 30 minutes per TDD
connection. PCS can also program the system to allow only a certain number of attempts and/or
connections per day, week, or month. The system will connect to a circuit that has the capability
of accessing a TDD relay center. The system will have a centrally managed database with all
relay centers' contact information. These numbers will allow inmates to process messages
without voice overlays. This exception table will be kept current. Any number not in this list will
have a voice overlay.
PCS will work closely with the State to ensure that the security features designed into standard
calling practices are incorporated into the calls made by inmates through the relay centers. This
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
includes recordings, blocked numbers, PINs and PANs. PCS has extensive experience in
working with various relay centers to ensure that disabled inmates have the same calling
privileges and security features designed into their calling patterns as all other inmates.
Inmate telephones must be line powered.
PCS Response: PCS has read, agrees and will comply.
All inmate telephone stations will be line-powered; therefore, no additional cabling and/or wiring
will be necessary. The equipment will contain no removable parts.
Telephones placed in State facilities must utilize sturdy, high security
construction, and have armored handset cords. Contractor should provide as an
attachment a photo and specifications of the telephone sets proposed.
PCS Response: PCS has read, agrees and will comply.
The OTC-2110V2 inmate telephones are vandal resistant, surface-mounted telephones with
metal housing, steel armored handset cord and stainless steel lanyard. The phones are
manufactured in 14-gauge stainless steel, thoroughly field-tested, and are currently used in
indoor and outdoor correctional facilities.
Please refer to Attachment I, Navitel /OTC Inmate Telephones for a detailed description and
pictures of the proposed phones.
10.
System/Server Requirements
Contractor must provide a sufficient number of uninterruptible power supplies so
that all AC powered components of the system have surge protection, line
conditioning, and minimum 30 minutes backup power. System server must be
capable of recovering from complete loss of power automatically and without
intervention from State personnel.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution is equipped with the appropriately sized APC Smart Uninterruptible Power
Source (UPS), which provides both electrical conditioning and battery back-up in case of power
surges or power outages. The UPS units (pictured in Figure 5.14) are configured to provide
continuous operation in the event of a power surge or interruption in order to ensure that there is
no loss of call recordings or call data.
If commercial power is lost, the UPS will indicate the shift to battery backup with an audible
sound in the facility’s equipment room and through a remote alert notification via the PCS
Network Management System (NMS). Should power be restored within the designed period of
time, there will be no interruption of call processing or workstation functionality. If the
interruption exceeds this period, call processing functions are suspended until such time as
power is restored.
Regardless of any interruption in power, call records are protected at all times and are not
subject to loss. System settings will return to the previous state upon restoration of power.
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.14 APC Smart UPS
The APC Smart UPS models used by PCS can be monitored remotely, thus any problem with
the unit (such as a low battery or power overload) can be identified and corrected before it has
the potential to affect the inmate telephone system.
The features of the APC Smart UPS include:
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Hot-swappable batteries
Full protection from sags, surges, spikes, lightning, and blackouts
Intelligent precision-charging that maximizes battery performance and reliability
Automatic restart upon return of commercial power
Automatic self-test function
Remote management via the network
Space saving options of either a tower or rack-mounted unit
The Bidder’s system must allow for programming of time frames when calls may
or may not be placed. These calling windows must be programmable on a siteby-site basis.
PCS Response: PCS has read, agrees and will comply.
The proposed inmate phone system can easily be programmed (preset during installation) so
that the phones are operational only between certain hours of the day. Authorized staff can
override the timed on/off phone times, as needed—the phones can be shut down quickly and
easily by using either the computer control or manual shutdown switches.
Authorized staff simply change phone setting from “Recording” to “Off”, as shown in Figure 5.15
below.
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.15 On/Off Phone Control
The Bidder’s system must have the ability to block telephone numbers on a
global basis. The NDCS maintains a list of telephone numbers that must be
blocked from access by the entire system.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution offers sophisticated blocking capabilities. During installation, a "Call Blocking"
file is established that prohibits inmates from making calls to specific numbers, including “411”,
“911”, and long distance carriers. In addition, the system provides "wild card" capabilities.
Typically, access is denied to the following:
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Direct Dialing (1+)
Operators (0-,00-,1-0-XXX-0)
Information (411,1-411,555-1212,1-555-1212)
Talk Lines (900, 976 Exchanges)
Toll Free Lines (1-800,1-888,1-877, and the like)
IXC Access (950,10-XXXX,10-10-XXX)
Correctional facility telephone numbers
Correctional facility employees' home numbers
Judges' and prosecutors' home numbers
Emergency Numbers (911, Police, Fire, Poison Control, etc.)
Figure 5.16 shows how individual numbers can be blocked.
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.16 Number Management Screen
From this screen, users are able to do the following:
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Block numbers
Verify Validation Status
Mark numbers as Private (so they will not record)
Mark numbers as Free (This is done by PCS personnel.)
Mark numbers as Hot (for easier reporting on specific numbers and for automatic
alerting)
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Block by wildcard (block a range of numbers)
Add descriptions to numbers
The inmate’s access to call functions is controlled by the PCS Solution, which uses voice
prompts to guide both the inmate and the called party through every step of the calling process.
Inmates attempting a call that is not allowed will hear an announcement explaining their call has
been blocked.
For the purpose of billing, and decrementing the inmate account, call timers may
not begin until the inmate has an actual talk path established with the called
party, and must end when one or both of the parties goes back on-hook.
PCS Response: PCS has read, agrees and will comply.
The billing of an inmate call begins after the called party positively accepts the call, and not
before. If the called party does not positively accept the call, there is no charge. If a call is
accepted, that portion of the call that takes place before positive acceptance is never billed.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The Bidder’s system must be capable of storing all call records at each site
location. System must be capable of producing real-time custom calling reports
for investigative or auditing purposes. These reports must include all calls by
PIN, called number, date, telephone used, etc. All reports should include date,
time, originating number, terminating number, PIN, duration, and elapsed time.
PCS Response: PCS has read, agrees and will comply.
The Bidder’s system must restrict incoming calls, however
programmable to allow incoming calls during emergency situations.
must
be
PCS Response: PCS has read, agrees and will comply.
The Bidder’s system must be capable of processing calls and making
announcements in both English and Spanish. The ability to add additional
languages must be available. System announcement capabilities must be
programmable, and the NDCS will approve all automated language prior to being
put into production.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution is configured to process calls in both English and Spanish. The inmate can
select the preferred language with a simple code. The inmate telephone system can be
configured to provide automated voice prompts in up to nine languages simultaneously.
The inmate is prompted with instructions in either English or Spanish on how to complete a call.
To select the preferred language the inmate can simply select the code as instructed in the
following sample prompt: “For English press 1. Para Español marque 2. Please enter the area
code and phone number you are calling now.”
The called party selects their preferred language in a similar way. The prompt to the called party
is as follows: “Hello, this is a collect call from (inmate name), an inmate at the Polk County Jail.
To hear acceptance options in English press 1. Para Español marque 2.” This option is
repeated twice. If no option is selected, the acceptance prompts begin in English.
Written dialing instructions in both English and Spanish will be mounted on the face of the
phone under an unbreakable, sealed clear shield. Alternately, they may be laminated and
posted next to the phones. Please refer to Attachment J for Sample Dialing Instructions.
The Bidder’s system must be capable of playing periodic voice overlays
announcing that the current call is being placed from the (name, city, and state of
the corrections facility). These announcements must be played at random
intervals, no more than twice per fifteen (15) min call, and must be audible to the
called party. Inmate voice must be muted during the playing of these
announcements.
PCS Response: PCS has read, agrees and will comply.
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The inmate telephone system has the ability to play random periodic voice overlays announcing
that the call is from a correctional facility. These voice prompts can be custom recorded as
requested by the State, or a standard voice prompt similar to the following may be used: “This
call is from a correctional facility, and is subject to monitoring and recording.” This
announcement is audible to the called party. All communication to the inmate is muted until
positive acceptance. The called party cannot hear the inmate, and the inmate cannot hear the
called party until the called party has accepted the call.
The Bidder system must allow for calling restrictions or suspensions at the
individual account level. Individual inmate accounts must reside in the database
for each facility Statewide. This will permit an inmate to be transferred from one
facility to another without the need for establishing a new account.
PCS Response: PCS has read, agrees and will comply.
The PIN number can be automatically transferred when an inmate is transferred from one
facility to another. The PIN feature is highly reliable and effective in identifying inmates making
calls, assisting investigators in their criminal investigations, and providing security controls on
inmate calling.
Calling and time restrictions must be established at the facility level, and will vary
from facility to facility depending on needs.
PCS Response: PCS has read, agrees and will comply.
The proposed ITS is quite flexible in its ability to classify and define the functions of individual
phones and groups of phones within a facility and globally. Authorized personnel can limit the
length of a call, determine the time of day calls are permitted, and the maximum number of
minutes per inmate per month.
Automatic On/Off Times
The inmate telephones are configured to turn on and off automatically at preset times according
to a schedule set by the facility. These preset on/off times can be set differently for each phone,
or group of phones, according to the facility’s needs, and can be overridden at any time by
authorized staff.
Call Duration
The duration of inmate calls can be controlled by authorized personnel. Please see the sample
screen (Figure 5.17) below:
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.17 System Control Screen – Group settings
The System Control Screen allows authorized users to set Call Duration for groups of phones.
Groups are defined according to facility needs. If the facility wants to control the call duration of
individual phones, the Phone Settings button allows authorized users to set them for each
phone in the system.
When PIN numbers are implemented, call duration can be set on an inmate-to-inmate basis.
Please refer to Figure 5.18 below for an example:
Figure 5.18 PIN Detail Screen
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The PIN editor allows authorized users to restrict an inmate’s calling to a certain number of
minutes per day or per month, assign an inmate to certain telephone stations only, and
implement many other features.
The proposed system including monitoring and recording equipment must be
expandable with software upgrades as they become available and are approved
by the State. These upgrades must be performed at no cost to the State.
PCS Response: PCS has read, agrees and will comply.
PCS will install additional telephones and monitoring and recording equipment as needed to
accommodate expansion to existing and new facilities. The PCS Solution’s open architecture
and state-of-the-art hardware design allow the inmate telephone system to easily expand,
upgrade and adapt to changes in the industry and customer requirements. Any new facilities
can be either networked directly or installed as a stand-alone call processor.
All calls must be blocked in such a way that the inmate cannot hear the operator
contact with the called party, or responses of the called party. Inmate call path
must not be established until the called party has positively accepted the call.
PCS Response: PCS has read, agrees and will comply.
All communication to the inmate is muted until positive acceptance. The called party cannot
hear the inmate, and the inmate cannot hear the called party until the called party has accepted
the call.
The Bidder system must allow the person accepting the call (if call is collect) to
inquire about the charge for a call prior to accepting it. How does bidder’s
proposed system meet this requirement?
PCS Response: PCS has read, agrees and will comply.
When the called party answers the phone, they will have the option to inquire about rates. First,
the pre-recorded announcement the called party will hear will be similar to, “Hello, this is a
collect call from (inmate name), an inmate at the [FACILITY NAME] To hear acceptance options
in English press 1. Para Español marque 2.”
The called party is then presented with menu options in the selected language. Some examples
of menu options are listed below
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"To accept this call, press 0.”
"To refuse this call, press 1 or hang up now."
"To prevent further calls from this facility, press 8."
"For a rate quote, press 9.”
Please note these options can be customized as needed by the State.
Each server/system provided by the contractor must have a redundant hard drive
that mirrors the operating system hard drive. This redundant drive must be
capable of operating the system in its entirety in the event that the primary hard
drive fails.
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Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS Response: PCS has read, agrees and will comply.
The system is configured with built-in redundancy to guarantee no loss of data or functionality.
The backup database for the system is maintained in two locations: a Primary Secure Data
Center located in Los Angeles, California; and a Secondary Data Center, located in Dallas,
Texas. The Data Centers are automatically replicated on an on-going basis, so that each center
holds a complete and up-to-date database of the call data from the facility. The system uses the
central database located off-site for all calling applications. When an inmate lifts the receiver to
make a telephone call, the on-site call processor immediately requests information from the
Data Center, which instructs the call processor at every stage of the call. The call detail record
for the call is created and stored at the Primary Data Center, and immediately replicated to the
Secondary Data Center. Each telephony server located at the correctional facility is configured
with RAID 5 disk arrays to provide maximum protection and redundancy of all call recordings. In
addition the systems are configured with dual “boot” drives to minimize the possibility of
application data loss.
All data for each NDCS facility to include call detail records, call recordings, and
platform operating system must be backed up daily. Backups whether on tape or
hard drive media must be maintained in such a manner that they can be used to
restore 100% operation to a site regardless of outage cause within 24 hours.
Outages that are a result of corrupt or missing data must not last more than 24
hours. Processes for system backup, redundancy, and recovery must be
outlined in the bidder’s RFP.
PCS Response: PCS has read, agrees and will comply.
The PCS Solution is configured with built-in redundancy to ensure no loss of data or
functionality. Should the centralized system experience a catastrophic failure for any reason, the
inmate telephone system will automatically route to a backup server with no loss of functionality
or delay in call processing.
The database for the system is maintained in three locations: an on-site Data Center at the
telephony server; a Primary Secure Data Center located in Los Angeles, California; and a
Secondary Data Center, located in Dallas, Texas. The off-site Data Centers are automatically
replicated on an on-going basis, so that each center holds a complete and up-to-date database
of the call data from the facility. The Data Centers in Los Angeles and Dallas include the
controlling computer for the ITS.
The system uses the central database for all calling applications. When an inmate lifts the
receiver to make a telephone call, the on-site call processor immediately requests information
from the Data Center (the controlling computer), which instructs the call processor at every
stage of the call. Should the primary computer crash for any reason, the on-site call processor
automatically reroutes the query to the backup computer at the Primary Data Center. Should the
on-site call processor be unable to query the Primary Data Center (for example, in case of a
natural disaster that disrupts the connection), the query will be automatically routed to the
Secondary Data Center where it will be responded to by the Secondary controlling computer.
Please refer to Figure 5.19, the diagram of the proposed system, below.
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
ICM (Inmate Calling Manager) High Level Description
The ICM on premise equipment is limited to the telephony box with
stations and trunks, and recording drives with RAID. When an inmate
goes off hook the ICM requests information from the primary data
location. IP data packets instruct the premise based box what to do
(prompt for number, name, etc…). All data (call records, numbers, vh
info, local info, etc..) is stored in primary data location and replicated to
backup location. LIDB information is handled via an XML interface thru
the data network (internet).
When a user wants to run the web based ICM application from
anywhere, they simply log on with logon credentials. To access live
monitoring or recordings a VPN connection is required to the facility.
When the facility is networked locally, no VPN is required.
Web Server
ICM Application Server (ICMA1)
ICM Database Server (ICMS1)
Database Backup Server (ICMR1)
XML LIDB
SQL Replication
Primary Secure Data Center (Los Angeles, CA)
Redundant Network
Access
CO Lines
Voice Network
Called Party
Inmate Telephones
ICM Server with
telephony boards
and RAID recording
Internet or Dedicated IP Network
XML Interface
Redundant Network
Access
LIDB
Dedicated Private Network
Web Server 2
ICM Application Server 2 (ICMA2)
ICM Database Server 2 (ICMS2)
VPN Router
with Firewall
XML LIDB
SQL Replication
Correctional Facility
Secondary Secure Data Center (Dallas, TX)
Figure 5.19 Diagram of the Inmate Telephone System
11.
Live Monitoring Requirements
The Bidder’s system must allow for live monitoring of calls in progress from
individual facility workstations as well as both central administration workstations.
Staff must be able to monitor multiple calls simultaneously. The Bidder’s system
must be able to show all active calls on a single screen, and staff must be able to
move from one call to another quickly. Moving from one call to another must
take no more than five (5) seconds.
PCS Response: PCS has read, agrees and will comply.
Monitoring Calls in Progress
The calls in progress can be monitored on an as needed basis from the workstations at the
facilities or from any computer connected to the Internet through the private network. Please
refer to the sample screen (Figure 5.20) below:
Project Description & Scope of Work
5-41
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.20 Calls in Progress
From this screen, authorized users can observe what calls are in progress at the facility. They
can select a call on the basis of the billed-to number (BTN), PIN number, or inmate telephone.
In order to monitor a call, users merely click on the speaker icon for the desired call. They will
hear the call in progress (the screen does not change).
Monitoring of calls does not interfere with the continuous recording of all calls, and it is not
detectable by the inmate and the called party. Several investigators may monitor the same call
at the same time.
Monitoring Calls Previously Recorded
Investigators can also monitor calls that have been previously recorded. Call recordings can be
searched by PIN, date, start or stop time, inmate telephone station, called number, and other
criteria. Please see the sample screen (Figure 5.21) below:
Project Description & Scope of Work
5-42
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.21 Call Detail Selection
From this screen, users can select the parameters of the calls they wish to investigate. For
example, they may enter the start and end dates for the period they wish to search, the start
and end times for the calls, the inmate phone station, the called number, the PIN number, and
so on.
After selecting the desired criteria, the user clicks on “Submit Report” to retrieve the CDR data
as shown in the sample screen (Figure 5.22) below:
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Figure 5.22 Call Detail Results
This screen shows all the CDRs that match the specified criteria. In order to playback a call
recording, the user need only click on the speaker icon for the desired call.
The call playback screen is shown below:
Figure 5.23 Call Playback
Project Description & Scope of Work
5-44
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The Call Playback function uses standard Microsoft Media Playback. This screen allows the
user to read and add to the notes while listening to the playback of call recordings. Users also
have the ability to save marks on the calls for faster access to certain parts of the call in the
future.
The Bidder provided system administrator must be restricted from monitoring
inmate calls.
PCS Response: PCS has read, agrees and will comply.
The Site Administrator will not have direct user access to recording or monitoring equipment.
12.
Service Level Requirements
The following service levels will be met by the Contractor. The Contractor will not
substitute or deviate from these service levels.
a.
CRITICAL- Any outage where more than 30% of the assigned system
extensions OR 30% of the assigned extensions to any particular building
OR 30% of the system trunks are not operational for any reason.
Vendor must respond to critical service level issues within one (1) hour.
This may include remote dial in, or dispatch. Vendor must make every
possible attempt to restore service within four (4) hours. With the
exception of LEC service issues, critical service level outages must be
resolved, or alternative means of communications established within eight
(8) hours. Vendor must provide a detailed report to the Office of the CIO
within 48 hours of any critical outage. This report must outline the
following:
i.
ii.
iii.
iv.
b.
Time, date, and cause of outage
Time and date of first vendor response
Chronological list of actions taken to restore service
Name and contact number of person reporting outage
MAJOR- Any outage where more than 10% of the assigned system
extensions OR 10% of the assigned extensions to any particular building
OR 10% of the system trunks are not operational for any reason. Any
instance where 10% or more of telephone calls are dropped or have
static. Vendor must respond to major service level issues within three (3)
hours. This may include remote dial in, or dispatch. Vendor must make
every possible attempt to restore service within ten (10) hours. With the
exception of LEC service issues, critical service level outages must be
resolved, or alternative means of communications established within 16
hours. If a major outage is reported after business hours, it will be the
vendor’s responsibility to inform the caller that a charge may be incurred,
and to offer the option to have the outage responded to on the next
business day. If the caller chooses to wait until the next business day,
the “clock” for response and resolution times will begin at 8:00 AM on that
day. If the caller still requests after hours dispatch, the vendor may
proceed with written authorization from the caller. An e-mail from a State
Government e-mail address will be acceptable. (all State e-mail
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
addresses end with (Nebraska.gov) Vendor must provide a detailed
report to the Office of the CIO within seven (7) days of any major outage.
This report must outline the following:
i.
ii.
iii.
iv.
c.
Time, date, and cause of outage
Time and date of first vendor response
Chronological list of actions taken to restore service
The name and contact number of person reporting trouble
MINOR- A case where any assigned extensions, trunks, or system
features are not operational, or are not functioning properly for any
reason. Any instance where telephone calls are either dropped or have
static. Incidents where features or functions of the telephone sets are not
operating properly. Vendor must respond to minor service level issues
within ten (10) hours. This may include remote dial in, or dispatch.
Vendor must make every possible attempt to restore service within 24
hours. With the exception of LEC service issues, critical service level
outages must be resolved, or alternative means of communications
established within 36 hours. If a minor outage is reported after business
hours it must not be handled by the vendor until the next business day.
The “clock” for response and resolution times will begin at 8:00 AM on
that day. Vendor must provide a detailed report to the Office of the CIO
within 30 days of any minor outage. This report must outline the
following:
i.
ii.
iii.
iv.
Time, date, and cause of outage
Time and date of first vendor response
List of actions taken to restore service
The name and contact number of the person reporting trouble
PCS Response: PCS has read, agrees and will comply.
PCS would like to point out that we are already providing critical response times within one hour
at the State of Iowa DOC.
F.
IMPLEMENTATION PLAN
1.
Initial System Implementation and Installation
Contractor will be responsible for the creation of all existing accounts. Inmate
account information can be provided to the contractor in an electronic format.
PCS Response: PCS has read, agrees and will comply.
The Site Administrator provided by PCS will be responsible for creating all inmate accounts for
the State.
The contractor must designate a limited number of personnel, including the site
administrator to participate in the system installation at State facilities. These
personnel must pass a criminal identification (NCIC) and records check. They
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
will also be prohibited from forming personal relationships of any kind with
inmates, their friends, or their families.
PCS Response: PCS has read, agrees and will comply.
PCS personnel will provide a specific list of key personnel to participate with each installation
on-site. All individuals associated with this project, inclusive of all subcontractors and consulting
firms, will provide their personal information at least 72 hours prior to arriving at the facility. The
State shall maintain at its sole discretion those individuals that will or will not enter a correctional
facility. In order to maintain a consistent work program for installation and testing, the State
should not unreasonably delay the granting of any clearances. No PCS employee will fraternize
or form any kind of personal relationship with the inmates, their friends, or their families.
The Bidder must provide a detailed plan for installation, test, and turn-up to the
State. Cut-over of any individual facility shall not occur without prior approval of
NDCS. Any changes in schedule must be approved by the State. Digital circuit
and/or telephone line information must also be provided to include circuit ID
numbers along with due dates.
PCS Response: PCS has read, agrees and will comply.
The plan for installation, test, and turn-up is described in detail in Section 4., subsection d.
Detailed Project Plan.
G.
PROVIDE POST IMPLEMENTATION SUPPORT
1.
Customer Service Requirements
Contractor must provide 24 X 7 customer service, including holidays, to the State
of Nebraska for the purpose of resolving problems with system hardware,
software, calling functionality, recording functionality, and monitoring
functionality.
PCS Response: PCS has read, agrees and will comply.
PCS maintains a toll-free number (800-6-INMATE) staffed 24-hours per day, 365 days per year,
that facility personnel may call for repairs as well as telephone technical support. This service
may be used to report system problems including problems with hardware and software,
monitoring and recording functionality, preparation of trouble tickets, personnel notifications,
escalation procedures, call lists, maintenance logs, management reports, trouble ticket closure,
and any other issues.
Contractor must provide a dedicated contact to resolve all issues surrounding
“Debit” transactions and accounting. The contractor must provide a trouble ticket
system where each debit transaction issue is documented. The contractor must
acknowledge receipt of each trouble ticket and respond to the State in writing on
each resolution. All trouble ticket information and trending will be made available
to the State upon request.
PCS Response: PCS has read, agrees and will comply.
Project Description & Scope of Work
5-47
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The Account Manager for this project is Kimberly Zenchuk. Ms. Zenchuk will act as a single
point of contact for all inmate telephone-related activities, inquiries, service requests and issues,
including “Debit” transactions and accounting.
Ms. Zenchuk’s contact information is:
Office phone: (402) 933-9723
Fax: (310) 954-2102
Email: kimberly.zenchuk@teampcs.com
In addition, PCS maintains a toll free number, (800)-6-INMATE, 24-hours per day, 365 days per
year for facility personnel to call for inquiries, service requests, technical support, or any other
questions or issues that may arise with the inmate telephone system. This number is answered
by Technical Services.
When service interruptions and system failures are reported by our recording and monitoring
system, the PCS Technical Service personnel enter all pertinent information into an electronic
trouble ticket system called Service Desk Express. The Service Desk Express System is a
modern, state-of-the-art ticketing (slip) system. The system constantly monitors issues and
tasks, records data, and produces reports. Service Desk Express is a web browser-based
application. Authorized personnel will be able to simply log onto the Service Desk Express web
site using a web browser to track any trouble tickets for the inmate telephone system for
correctional facilities.
Contractor must assign a dedicated account representative other than the
system administrator to the State of Nebraska account.
PCS Response: PCS has read, agrees and will comply.
Contractor must be willing to replace either system administrator or account
representative at the States request. The State will only make this request if
attempts at corrective action have not resulted in the State’s satisfaction.
PCS Response: PCS has read, agrees and will comply.
2.
System Alarm Monitoring and Reporting
It is expected that the contractor monitor all equipment including LEC access
lines on a continuous 24 X 7 basis including holidays. Any problems that effect
system functionality in any way must be reported to the State immediately. A
contact list will be given upon contract award.
PCS Response: PCS has read, agrees and will comply.
PCS will monitor and perform remote diagnostics on the ITS on a 24/7 basis. The remote
diagnostics has the ability to pinpoint whether the problem is with a telephone unit, telephone
line, or any other element.
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
The PCS overriding commitment is to the operational reliability of all installed platforms. Top
system performance is assured with 24/7 remote diagnostics under the watchful-eye of PCS
Technical Services.
PCS uses extensive diagnostic tools to identify potential problems. We analyze traffic patterns
and track potential problems in the MPLS/PIP, Wide Area Network, T-1 connections, and
Central Office (CO) trunks. Data is constantly being downloaded and analyzed.
The call processor is monitored in real time for service issues as well as potential problems. The
monitoring application sends emails instantly to the technicians, allowing for 24/7 resolution of
most issues before they even affect the service.
The following is a sample email from the monitoring application (Figure 5.24):
From: bbadmin@pcstelecom.com [mailto:bbadmin@pcstelecom.com]
Sent: Monday, October 10, 2005 10:18 AM
To: BBAdmin
Subject: !BB - 6000010! icm1-10007.cpu - 200192168035050
[6000010] icm1-10007.cpu red Mon Oct 10 10:24:41 CDT 2005 [ICM1-10007] up:
0:35, 1 users, 26 procs, load=100%, PhysicalMem: 512MB(40%)
&yellow Machine recently rebooted
Memory Statistics
Total Physical memory: 536330240 bytes (512.00MB)
Available Physical memory: 319373312 bytes (305.00MB)
Total PageFile size: 1308409856 bytes (1.22GB)
Available PageFile size: 1099063296 bytes (1.02GB)
Total Virtual memory size: 2147352576 bytes (2.00GB)
Available Virtual memory size: 2118651904 bytes (1.97GB)
Most active processes
99.83% InoTask (0x220 [544])
00.16% inetinfo (0x3b0 [944])
00.01% InoRT (0x214 [532])
Figure 5.24 Actual Auto Message from Monitoring System
The PCS Solution also provides the capability to place remote test calls to determine if a
reported problem is due to the system, the inmate telephone, the CO trunk, or a PSTN problem.
In addition, maintenance reports are available that help to isolate marginal inmate phones and
trunks. These maintenance reports display:
•
The number of calls and attempts by individual phone and trunk by day for the most
recent 7 days
Project Description & Scope of Work
5-49
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
1 week average number of calls per day by individual phone and trunk for the previous
week and the previous 4 weeks
•
•
The average conversation time for individual phones and trunks for the previous day
The percent deviation by individual phone and trunk of the 1 week average vs. the 4
week average
•
In a user selectable time period from current time all call attempts and completes of all
call types and tariff types
PCS uses a software program called “Big Brother” (pictured in Figure 5.25 below) to remotely
monitor the call processor and network at our client sites. The PCS Big Brother identifies any
potential issues in MPLS/PIP and WAN connectivity and diagnostically monitors all call
processors each hour for changes in call patterns using SNMP (Simple Network Management
Protocol) standards. Any change automatically informs the PCS Technical Services Unit and
steps are taken to identify and correct the problem. In case the assigned PCS technician is
unable to respond in a timely manner, Big Brother automatically escalates problem notification
to the next level personnel. In some instances, Big Brother automatically corrects the problems
if the procedures are preprogrammed into the system. This feature reduces the time and effort
required for manual intervention to correct system related problems.
Figure 5.25 Big Brother Remote Diagnostics
Other features of this software include:
•
•
Monitoring host resources (processor load, disk and memory usage, running processes,
log files, and the like.)
Monitoring environmental factors, such as temperature
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
Generating contact notifications when service or host problems occur and get resolved
(via email, pager, or other user-defined method)
•
Defining event handlers to be run during service or host events for proactive problem
resolution
•
Providing external command interface that allows on-the-fly modifications to be made to
the monitoring and notification behavior through the use of event handlers, the web
interface, and third-party applications
•
•
Retaining host and service status across program restarts
Scheduling downtime for suppressing host and service notifications during periods of
planned outages
•
Providing a web interface for viewing current network status, notification and problem
history, log file, and the like
In addition to monitoring the call processor, Big Brother routinely checks all the end user
workstations to ensure that all services are active and usable. It also detects and monitors
circuit problems if it encounters problems in connecting with the systems and machines it
monitors.
To monitor the traffic load on network-links, PCS uses the Multi Router Traffic Graph (MRTG).
In addition to a detailed daily view, MRTG also creates visual representations of the traffic seen
during the last seven days, the last four weeks, and the last twelve months. For each, CPE
technicians can view charts showing overview information, as well as charts for various types of
calls and errors. When the technician clicks on a graph icon, MRTG displays usage charts for
that level. When the technician selects the MRTG option of the System Monitors sub-menu, the
following page appears (Figure 5.26):
Figure 5.26 Multi-Router Traffic Graph
The following CDR graphs are available:
•
•
Percent Non-Error - graphs number of CDRs without errors, total number of CDRs, and
the percent of non-errors vs. total CDRs
Complete vs. Incomplete - graphs number of completed calls, incomplete calls, and the
percent of completed vs. incomplete calls
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
•
Completed Calls - graphs number of completed calls, number of CDRs without errors
(completed and incomplete calls), and the percent of completed vs. non-error calls
•
Incomplete Calls - graphs number of incomplete calls, number of CDRs without errors
(completed and incomplete calls), and the percent of incomplete vs. non-error calls
•
Pre-paid Calls - graphs number of prepaid calls, completed calls, and the percent of
prepaid vs. completed calls
•
•
Billed Party - graphs number of new billed parties inserted into database
Percent Error Records - graphs number of CDRs with errors, total number of CDRs, and
the percent of error vs. total CDRs
•
Rate Period and Network Access Cost Error - graphs number of rate period error CDRs
and number of network access cost error CDRs
•
Call Termination Type and CPE Data Errors - graphs number of call termination type
error CDRs and number of CPE data error CDRs
•
Bill Type and Data Format Errors - graphs number of bill type error CDRs and number of
data format error CDRs
•
TPM & CPE Data and Termination Country Errors - graphs number of TPM and CPE
data error CDRs and number of termination country error CDRs
•
Call Type and Rating Errors - graphs number of call type error CDRs and number of
rating error CDRs
When service interruptions and system failures are reported by Big Brother, the PCS Technical
Service personnel enter all pertinent information into an electronic trouble ticket system called
Service Desk Express. The Service Desk Express System is a modern, state-of-the-art ticketing
(slip) system. The system constantly monitors issues and tasks, records data, and produces
reports. Service Desk Express is a web browser-based application. Authorized personnel will be
able to simply log onto the Service Desk Express web site using a web browser to track any
trouble tickets for the inmate telephone system for correctional facilities.
Contractor must provide a toll free number that will be answered by a live person.
This number must be staffed 24 X 7 including holidays.
PCS Response: PCS has read, agrees and will comply.
The PCS Technical Services Unit operates on a 24 / 7 / 365 basis and can be reached by
calling the live-answered toll-free number: 800-6-INMATE.
3.
Trouble Reporting
Contractor must provide a detailed description of their escalation procedures.
Upon award Contractor must provide a service escalation list to include names,
office, cellular, and pager numbers.
PCS Response: PCS has read, agrees and will comply.
Contractor must provide an automated trouble reporting system.
must provide a 24-hour toll free number for reporting troubles.
Project Description & Scope of Work
Contractor
5-52
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS Response: PCS has read, agrees and will comply.
The PCS Technical Services Unit operates on a 24 / 7 / 365 basis and can be reached by
calling the live-answered toll-free number: 800-6-INMATE.
The PCS Technical Service personnel can enter all pertinent information into an electronic
trouble ticket system called Service Desk Express. Authorized personnel will be able to simply
log onto the Service Desk Express web site using a web browser to track any trouble tickets for
the inmate telephone system for correctional facilities.
H.
DELIVERABLES
1.
Installation Period
Installation at each facility must be completed and all Inmate calling service
available no later than 8:00 AM Central Standard Time on November 27, 2008.
PCS Response: PCS has read, agrees and will comply.
Please refer to Attachment F, Implementation Plan for the proposed Implementation
schedule.
It will be the contractor’s responsibility to keep the State informed of all timelines
and work progress.
PCS Response: PCS has read, agrees and will comply.
Project Description & Scope of Work
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State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
6. Exceptions to RFP Section III: Terms & Conditions
PCS agrees to all Terms and Conditions outlined in Section III of this RFP, with these
exceptions. PCS would like to discuss the requirements listed below prior to contract signing.
Additionally, in response to the insurance requirement outlined in Section III.F.4, we have
provided a copy PCS’s certificate of insurance coverage in Attachment K of this proposal.
Section III. Terms & Conditions
B. AWARD, page 9
The requirement states: “All purchases, leases, or Contracts which are based on competitive
proposals will be awarded according to the provisions in the Request for Proposal. The State
reserves the right to reject any or all proposals, wholly or in part, or to award to multiple bidders
in whole or in part, and at its discretion, may withdraw or amend this Request for Proposal at
any time. The State reserves the right to waive any deviations or errors that are not material, do
not invalidate the legitimacy of the proposal, and do not improve the bidder’s competitive
position. All awards will be made in a manner deemed in the best interest of the State. This
Request for Proposal does not commit the State to award a Contract. If, in the opinion of the
State, revisions or amendments will require substantive changes in proposals, the due date may
be extended.”
PCS carefully has developed this proposal, including the equipment, services, and call rates we
have offered, based upon an assumption that PCS will be the sole contract awardee. In the
event that the State determines it would like PCS to be one of multiple awardees, then that
necessarily will involve materially different equipment or services with consequently different
rates. Therefore, PCS cannot guarantee to hold the terms and conditions of this proposal open
in a multiple award situation, and we must reserve the right to alter or amend our proposal, or
withdraw from the process, in the event of an intended award to multiple bidders.
E. OWNERSHIP OF INFORMATION AND DATA, page 10
The requirement states: “The State of Nebraska shall have the unlimited right to publish,
duplicate, use and disclose all information and data developed or derived by the Contractor
pursuant to this Contract. The Contractor must guarantee that it has the full legal right to the
materials, supplies, equipment, and other rights or titles (e.g. rights to licenses transfer or assign
deliverables) necessary to execute this Contract. The Contract price shall, without exception,
include compensation for all royalties and costs arising from patents, trademarks and copyrights
that are in any way involved in the Contract. It shall be the responsibility of the Contractor to
pay for all royalties and costs, and the State must be held harmless from any such claims.”
PCS has read and agrees. PCS suggests, however, that this provisions be clarified as follows:
‘The State of Nebraska shall have the unlimited right to publish, duplicate, use and disclose all
call information and call data developed or derived by the Contractor pursuant to this Contract.’
PCS suggests that the language in the RFP is overly broad, and captures data or information
proprietary to Contractor and/or not materially pertinent to the Contract’s performance.
Exceptions to Section III
6-1
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
G. COOPERATION WITH OTHER CONTRACTORS, page 11
The requirement states: “The State may already have in place or choose to award supplemental
Contracts for work related to this Request for Proposal, or any portion thereof. The State
reserves the right to award the Contract jointly between two or more potential Contractors, if
such an arrangement is in the best interest of the State.”
PCS carefully has developed this proposal, including the equipment, services, and call rates we
have offered, based upon an assumption that PCS will be the sole contract awardee. In the
event that the State determines it would like PCS to be one of multiple awardees, then that
necessarily will involve materially different equipment or services with consequently different
rates. Therefore, PCS cannot guarantee to hold the terms and conditions of this proposal open
in a multiple award situation, and we must reserve the right to alter or amend our proposal, or
withdraw from the process, in the event of an intended award to multiple bidders.
Exceptions to Section III
6-2
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Section 7: Cost Proposal
We believe inmates should be able to talk with family and friends at a reasonable price. Therefore,
PCS is pleased to offer the following low rates to NDCS inmates and their loved ones, as depicted
in the table below (Figure 5.1: Calling Rates):
Collect
Proposed Rates*
Connect
$ 0.70
Local
IntraState/IntraLata $ 0.70
IntraState/InterLata $ 0.70
$ 0.70
InterState
Figure 5.1: Calling Rates
$
$
$
$
Minute
0.00
0.05
0.05
0.05
Prepaid
Connect
$ 0.50
$ 0.50
$ 0.50
$ 0.50
$
$
$
$
Minute
0.00
0.05
0.05
0.05
Debit
Connect
$ 0.50
$ 0.50
$ 0.50
$ 0.50
$
$
$
$
Minute
0.00
0.05
0.05
0.05
*The above rates do not include any applicable federal, state or local taxes, regulatory fees, or surcharges.
Additionally, international calling is available through the Debit calling option at a rate of $0.50 per
minute, with a $0.70 connect fee.
These rates represent an average savings of 39% over the State of Nebraska’s current inmate
telephone service.
PCS’s Simplified Rate Structure
PCS is proposing a low and simplified rate program for all calling options. For all calling within the
United States, the connect fee for Collect calling is $0.70, and it drops to $0.50 for Prepaid Collect
and Debit calling. PCS will charge no per-minute fee for local calls; all other domestic calling will
incur a flat $0.05-per-minute charge.
This program will create equal, equitable, and easy-to-understand rates for all inmates.
Fair Rates and PCS’s Full Disclosure Policy
PCS frequently offers the lowest calling rates in the industry, because we believe that inmates
should be able to communicate with loved ones by making calls that are reasonably priced.
Research shows that communications between inmates and their families and friends improves
inmate morale and lowers the rate of recidivism. Inmate consumer advocacy groups like CURE
have long supported PCS in our efforts to propose fair and reasonable rates to facilitate this
communication. We are also one of the biggest proponents of providing quality customer care to
end users and the inmates using our services.
Recently in the Inmate Telecommunications Industry, there have been several vendors that have
added extra fees to collect call recipient bills. These fees are often referred to as:
Single Bill Fees
USF Recovery or USF Admin Fees
Bill Rendering Fees
Bill Statement Fees
Cost Proposal
7-1
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
PCS does not charge these additional fees. They are not government sponsored; they are only fees
added to customers’ bills in an attempt to increase the revenue recovered from collect call clients.
For example, the sample bill below shows a May Bill Statement Fee and a May USF Admin Fee, as
charged by some other vendors. These fees are imposed in addition to the Itemized Call Charges,
the Local/State Tax, and the Federal Universal Service Fund.
The Provider above assesses a charge of $5.14 for a one-minute Interstate Collect Call made from
a facility in Rochester, NY. However, the provider also adds a $1.95 Bill Statement Fee and a $0.99
USF Admin Fee, which adds an additional $2.94 to the cost of the call. In effect, the total charge for
a one-minute phone call is increased by $2.94 – and these extra fees often are not disclosed to the
correctional facility not disclosed to the called party at the time the call is made.
These charges would not appear on a PCS bill.
PCS has adopted a Full Disclosure Policy, because we believe in open, honest, and fair
communication with our clients and their ITS users. In terms of rates and fees, our Full Disclosure
policy means PCS does not charge any undisclosed fees or surcharges to inmates or inmates’
Cost Proposal
7-2
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
friends and families. These fees can be a rude surprise to the inmates’ families when they find out
that the costs of the calls they have accepted are more than quoted.
In compliance with the State’s requirements, PCS will reduce our credit card processing fee to no
more than 5% of each total transaction. PCS will not charge additional fees for any other payment
method, other than insufficient funds charges, when appropriate.
How PCS Computes Rates and Other Charges
PCS computes rates by analyzing cost information related to the specific call type. For each call
type (Collect, Prepaid Collect, and Debit), there may be distinct cost elements related to the way the
call is processed, network costs, and administrative processes, as well as fraud and unbillables.
For example, PCS will analyze the following cost elements for Collect calls to determine the
appropriate rate:
•
•
•
•
•
•
•
•
•
Local Exchange Carrier Fees
Bill Processing Costs
Unbillables
Network Termination Costs
Network Maintenance Costs
Fraud
Hardware Port Costs
General G&A Costs
Site Administrator and Local Support
Once PCS has determined the baseline costs for the average call, PCS will apply a reasonable
business return and set the call rate. Rates are then checked against the state rate caps to ensure
compliance, and they are analyzed for competitive appropriateness.
The same process is used for setting rates for Prepaid and Debit calls; however, some cost
elements may not apply, while other new elements will. For example, when considering Debit call
rates, PCS will not include unbillable costs, as they do not apply. Similarly, when considering
Prepaid costs, credit card processing fees must be considered in the cost evaluation, as well as
operator call center costs.
In all cases PCS will evaluate proposed costs to set rates within the context of appropriate market
pricing, PRC or PUC guidelines, and mandated rate caps. PCS will always file rates with the
appropriate state regulatory body when required.
Cost Proposal
7-3
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
How PCS Maintains Costs for the Term of the Contact
PCS intends to maintain the proposed rates during the term of the agreement by carefully
managing costs (identified above) to the extent possible and by monitoring regulatory mandates
that affect rates.
The State of Nebraska Department of Correctional Services will receive a monthly summary report
identifying the total number of calls made by the inmates in the NDCS and all costs charged. This
will help to ensure that costs are maintained throughout the life of this agreement
Identifying Call Cost Elements
Total call costs will be computed using three charges.
•
•
•
Call Connect Charges
Call Per-Minute Charges
Taxes based on Connect and per minute Charges.
Taxes include those imposed by city, county, state, and federal governing bodies.
Cost Proposal
7-4
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
Proprietary Materials List
Attachment A ........................................... PCS Audited Financial Statement for 2007
Attachment B .........................................................Dun & Bradstreet Financial Report
Proprietary Materials List
8-1
Printed on Recycled Paper
State of Nebraska
Request for Proposal for Contractual Services
Inmate Calling Services RFP # 2505Z1
FORM A
BIDDER CONTACT SHEET
REQUEST FOR PROPOSAL NUMBER 2505Z1
The Bidder Contact Sheet should be completed and submitted with each response to this
Request for Proposal. This is intended to provide the State with information on the bidder’s name
and address, and the specific person(s) who are responsible for preparation of the bidder’s
response. Each bidder shall also designate a specific contact person who will be responsible for
responding to the State if any clarifications of the bidder’s response should become necessary.
This will also be the person who the State contacts to set up a presentation/demonstration, if
required.
Preparation of Response Contact Information
Bidder Name:
Public Communications Services, Inc.
Bidder Address:
11859 Wilshire Blvd, Ste 600
Los Angeles, CA 90025
Contact Person & Title:
Tommie E. Joe, President & Chief Operating Officer
E-mail Address:
tommie.joe@teampcs.com
Telephone Number (Office):
(800) 350-1000, ext. 3037
Telephone Number (Cellular):
(310) 922-3037
Fax Number:
(310) 954-2118
Each bidder shall also designate a specific contact person who will be responsible for responding
to the State if any clarifications of the bidder’s response should become necessary. This will also
be the person who the State contacts to set up a presentation/demonstration, if required.
Communication with the State Contact Information
Bidder Name:
Public Communications Services, Inc.
Bidder Address:
11859 Wilshire Blvd, Ste 600
Los Angeles, CA 90025
Contact Person & Title:
Tommie E. Joe, President & Chief Operating Officer
E-mail Address:
tommie.joe@teampcs.com
Telephone Number (Office):
(800) 350-1000, ext. 3037
Telephone Number (Cellular):
(310) 922-3037
Fax Number:
(310) 954-2118
Form A Bidder Contact Sheet
9-1
From: un known
Page: 2/2
Date: 7/3/20085 :06:46 AM
Douglas County
DEPARTMENT OF CORRECTIONS
710 SOUTH 17TH STREET
OMAHA. NEBRASKA 68102
PHONE: (402) 444-7400
FAX: (402) 444-6088
July 2,2008
Paul Jennings
CEO
Public Communications Services
11859 Wilshir~ Blvd, Suite 600
. Los Angeles, CA 90025
Dear Paul,
I would like to take this opportunity to commend your staff for the services provided to the
Douglas County Department of Corrections. Public Communications Services (PCS) has been
providing inmate telephone services for our department since December of2002_ PCS's
professional staff has been able to coordinate the inmates' callings needs at our multiple facilities
without any major disruption from the inception of equipment installation.
PCS has also been very accommodating to the different ne~ds and requests that we've made over
the last few years. It is important to have a vendor that not only meets the requirements of the
original RFP, but also remains flexible in the future needs of its clients_ PCS has been extremely
easy to work with and acconunodating to all of our needs_
I highly recommend that other Correctional Facilities take a meaningful look at the services
proposed by PCS and their track record with other facilities . Please feel free to allow other
faciliti<;:s to contact me with any questions regarding PCS' s services to the Douglas County
Department of Corrections. My direct line is (402) 599-2267 and my email address is:
rharnann@dccorr.cow.
Sincerely,
P
/X~ -<~-> - -
Roland Hamann
Administrative Services Manager
Thi s fax was received b GFI FAXmaker fax server. For more inform ati on, visit: http://www. fi. com
Daniel S. Ross
Chief Information Officer
Matt Blunt
Governor
State of Missouri
OFFICE OF ADMINISTRATION
Information Jechnology Services Division
Michael N . Keathley
Commissioner
(573) 751-3290
FAX (573) 526-0132
30 I W High St , 280 Truman Building
Post Office Box 809
lefferson City. MO 65102
www oa rno gov/itsd
January 14, 2008
RE: Public Communications Services (PCS)
The Missouri Department of Corrections awarded a contract for offender phone services to PCS
in June of 2006 This contract provides offender calling services, collect, debit and prepay, for
30,000 offenders in 21 correctional centers throughout the State of Missouri This contract
provides recording and monitoring of all offender calls
PCS has provided excellent services to the Missouri Department of Corrections. The initial
installation and transition was smooth and thorough. The PCS group continues to provide
excellent service to our sites The PCS group has repeatedly responded to our increasing call
volumes with facility upgrades. Their support staff works well within our institutions
consistently assuring any issues are addressed in a prompt professional manner
If I can provide additional information about tire Missouri Department of Corrections working
relationship with PCS, please let me know
Smcerely
n
II
0
~~
Theresa Roedel
Telecommunications
Missouri Office of Administration
Information Technology Services Division
Department of Corrections
573-522-2783
The! esa. r oed el (codoc.rno. gov
2728 Plaza Drive
Jefferson City, MO 65109
State of Nebraska
ID
Task Name
1
State of Nebraska Inmate Phone System Implementation
2
3
4
Start
Mon 8/18/08
Team 1 - Western Region - 8 sites
Mon 9/1/08
Mon 8/18/08
Site Surveys
Wed 11/26/08
Mon 8/18/08
Pre-Installation
Finish
Fri 8/22/08
Mon 8/18/08
Predecessors
Aug 10, '08
10
Aug 17, '08
17
Aug 24, '08
24
Aug 31, '08
31
Sep 7, '08
7
Sep 14, '08
14
Sep 21, '08
21
Sep 28, '08
28
Oct 5, '08
5
Oct 12, '08
12
Oct 19, '08
19
Oct 26, '08
26
Nov 2, '08
2
Nov 9, '08
9
Nov 16, '08
16
Fri 8/22/08
5
Nebraska State Penitentiary - Lincoln
Mon 8/18/08
Mon 8/18/08
6
Lincoln Correctional Center - Lincoln
Tue 8/19/08
Tue 8/19/08
7
Diagnostic and Evaluation Center - Lincoln
Wed 8/20/08
Wed 8/20/08
8
Community Correctional Center - Lincoln
Wed 8/20/08
Wed 8/20/08
7
9
Correctional Center for Women - York
Thu 8/21/08
Thu 8/21/08
8
10
Youth Rehab and Treatment Center - Geneva
Thu 8/21/08
Thu 8/21/08
9
11
Youth Rehab and Treatment Center - Kearney
Fri 8/22/08
Fri 8/22/08
10
12
Work Ethic Camp - McCook
Fri 8/22/08
Fri 8/22/08
11
Tue 8/19/08
Thu 8/21/08
13
Team 2 - Eastern Region - 4 sites
Install Team 1
5FS+4 hrs
Install Team 1
Install Team 1
14
Omaha Correctional Center - Omaha
Tue 8/19/08
Community Correction Center - Omaha
Wed 8/20/08
Wed 8/20/08
Nebraska Correctional Youth Facility - Omaha
Wed 8/20/08
Wed 8/20/08
Tecumseh State Correctional Institution
Thu 8/21/08
Thu 8/21/08
Install Team 1
16
Mon 8/25/08
Install Team 1
15
17
Install Team 1
14
16
Install Team 1
Tue 8/19/08
15
Install Team 1
Mon 9/1/08
18
Post-survey Order Confirmations
Install Team 2
Install Team 2
Install Team 2
Install Team 2
19
Confirm Circuit Order
Mon 8/25/08
Mon 9/1/08
3FS+0.5 days
Project Manager
20
Confirm Inmate Phones Order
Mon 8/25/08
Mon 9/1/08
19SS
Project Manager
21
Confirm Inmate Phone System Order
Mon 8/25/08
Mon 9/1/08
20SS
Project Manager
Mon 9/29/08
Wed 11/26/08
Mon 10/6/08
Fri 10/17/08
Mon 10/6/08
Fri 10/17/08
22
23
24
25
26
Installation
Pre-install Team
Lincoln, NE / Omaha, NE
Western and Eastern Regions
Mon 10/6/08
Fri 10/17/08
Mon 9/29/08
Team 1 - PCS
Thu 11/20/08
27
PCS - Project Manager
Mon 11/3/08
Fri 11/14/08
28
Nebraska State Penitentiary - Lincoln
Mon 9/29/08
Telco Tech 1
Thu 11/13/08
130
Mon 9/29/08
Mon 9/29/08
30
Delivery of Circuits
Mon 11/3/08
Mon 11/3/08
25
31
Cutover of Circuits
Tue 11/4/08
Tue 11/4/08
30
32
Phone Installation
Tue 11/11/08
Wed 11/12/08
21FS+20 days
33
Equipment Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
34
System Testing / Cutover
Wed 11/12/08
Wed 11/12/08
33
35
Customer Training
Thu 11/13/08
Thu 11/13/08
34
Mon 9/29/08
Thu 11/13/08
36
Send Marketing Material
Lincoln Correctional Center - Lincoln
Marketing Team 1
37
Send Marketing Material
Mon 9/29/08
Delivery of Circuits
Mon 11/3/08
Mon 11/3/08
Cutover of Circuits
Tue 11/4/08
Tue 11/4/08
Phone Installation
Wed 11/12/08
Wed 11/12/08
Equipment Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
42
System Testing / Cutover
Wed 11/12/08
Wed 11/12/08
33
43
Customer Training
Thu 11/13/08
Thu 11/13/08
34
Mon 9/29/08
Install Team 1
21FS+20 days
41
Install Team 1
38
40
PCS
Install Team 1
25
39
Network Team 1
Mon 9/29/08
38
Telco
Thu 11/13/08
44
Diagnostic and Evaluation Center - Lincoln
Marketing Team 1
45
Send Marketing Material
Mon 9/29/08
Delivery of Circuits
Mon 11/3/08
Mon 11/3/08
Cutover of Circuits
Tue 11/4/08
Tue 11/4/08
Phone Installation
Wed 11/12/08
Wed 11/12/08
Equipment Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
50
System Testing / Cutover
Wed 11/12/08
Wed 11/12/08
33
51
Customer Training
Thu 11/13/08
Thu 11/13/08
34
Mon 9/29/08
Install SubTeam 1
21FS+20 days
49
Install SubTeam 1
38
48
PCS
Install SubTeam 1
25
47
Install SubTeam 1
Mon 9/29/08
46
Telco
Thu 11/13/08
52
Community Correctional Center - Lincoln
Marketing Team 1
Telco
Network Team 1
Install Team 2
Install Team 2
Install Team 2
Install Team 2
53
Send Marketing Material
Mon 9/29/08
Mon 9/29/08
54
Delivery of Circuits
Tue 11/4/08
Tue 11/4/08
25
Telco
55
Cutover of Circuits
Tue 11/4/08
Tue 11/4/08
38
Install SubTeam 2
56
Phone Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
57
Equipment Installation
Tue 10/21/08
Tue 10/21/08
21FS+20 days
58
System Testing / Cutover
Wed 11/12/08
Wed 11/12/08
33
59
Customer Training
Thu 11/13/08
Thu 11/13/08
34
Mon 9/29/08
Thu 11/13/08
60
Correctional Center for Women - York
Marketing Team 1
Install SubTeam 2
Install SubTeam 2
Install SubTeam 2
Install SubTeam 2
61
Send Marketing Material
Mon 9/29/08
Mon 9/29/08
62
Delivery of Circuits
Tue 11/4/08
Tue 11/4/08
25
Telco
63
Cutover of Circuits
Tue 11/4/08
Tue 11/4/08
38
Install Team 3
64
Phone Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
65
Equipment Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
Project: State of Nebraska
Date: Thu 7/3/08
Task
Split
Marketing Team 1
Progress
Install Team 3
Install Team 3
Milestone
Summary
Project Summary
Page 1
External Tasks
External MileTask
Split
Nov 23, '08
23
Nov 30, '08
30
State of Nebraska
ID
66
67
68
Task Name
Start
Finish
System Testing / Cutover
Wed 11/12/08
Wed 11/12/08
33
Nov 16, '08
16
Network Team 3
Customer Training
Thu 11/13/08
Thu 11/13/08
34
Install Team 3
Mon 9/29/08
Thu 11/13/08
Youth Rehab and Treatment Center - Geneva
Predecessors
Aug 10, '08
10
Aug 17, '08
17
Aug 24, '08
24
Aug 31, '08
31
Sep 7, '08
7
Sep 14, '08
14
Sep 21, '08
21
Sep 28, '08
28
Oct 5, '08
5
Oct 12, '08
12
Oct 19, '08
19
Oct 26, '08
26
Nov 2, '08
2
Nov 9, '08
9
69
Send Marketing Material
Mon 9/29/08
Mon 9/29/08
70
Delivery of Circuits
Wed 11/5/08
Wed 11/5/08
25
71
Cutover of Circuits
Thu 11/6/08
Thu 11/6/08
38
72
Phone Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
Equipment Installation
Tue 11/11/08
Tue 11/11/08
21FS+20 days
Install SubTeam 3
74
System Testing / Cutover
Wed 11/12/08
Wed 11/12/08
33
75
Customer Training
Thu 11/13/08
Thu 11/13/08
34
Mon 9/29/08
Nov 30, '08
30
Install SubTeam 3
73
Nov 23, '08
23
Thu 11/20/08
76
Youth Rehab and Treatment Center - Kearney
Marketing Team 1
77
Send Marketing Material
Mon 9/29/08
Delivery of Circuits
Thu 11/6/08
Thu 11/6/08
Cutover of Circuits
Mon 11/17/08
Mon 11/17/08
Phone Installation
Wed 11/19/08
Wed 11/19/08
21FS+20 days
81
Equipment Installation
Tue 11/18/08
Tue 11/18/08
21FS+20 days
82
System Testing / Cutover
Wed 11/19/08
Wed 11/19/08
33
83
Customer Training
Thu 11/20/08
Thu 11/20/08
84
Work Ethic Camp - McCook
Mon 9/29/08
Thu 11/20/08
85
Send Marketing Material
Mon 9/29/08
Mon 9/29/08
86
Delivery of Circuits
Thu 11/6/08
Thu 11/6/08
87
Cutover of Circuits
Mon 11/17/08
Mon 11/17/08
21FS+20 days
88
Phone Installation
Tue 11/18/08
Tue 11/18/08
87
89
Equipment Installation
Tue 11/18/08
Tue 11/18/08
21FS+20 days
90
System Testing / Cutover
Wed 11/19/08
Wed 11/19/08
33
91
Customer Training
Thu 11/20/08
Thu 11/20/08
34
Mon 9/29/08
Install SubTeam 3
38
80
Install SubTeam 3
25
79
Install SubTeam 3
Fri 10/10/08
78
Telco
Wed 11/26/08
92
Team 2 - PCS
93
PCS - Project Manager
Thu 11/13/08
Wed 11/26/08
94
Omaha Correctional Center - Omaha
Mon 9/29/08
Marketing Team 1
Telco
Install Team 1
Install Team 1
Install Team 1
Install Team 1
Marketing Team 1
25
Telco
Install SubTeam 1
Install SubTeam 1
Install SubTeam 1
Install SubTeam 1
Thu 11/20/08
2
95
Send Marketing Material
Mon 9/29/08
Mon 9/29/08
96
Delivery of Circuits
Thu 11/6/08
Thu 11/6/08
97
Cutover of Circuits
Mon 11/17/08
Mon 11/17/08
21FS+20 days
98
Phone Installation
Tue 11/18/08
Tue 11/18/08
87
Marketing Team 1
25
99
Equipment Installation
Tue 11/18/08
Tue 11/18/08
System Testing / Cutover
Wed 11/19/08
Wed 11/19/08
33
101
Customer Training
Thu 11/20/08
Thu 11/20/08
34
Mon 9/29/08
Install Team 2
21FS+20 days
100
Telco
Thu 11/20/08
102
Nebraska Correctional Youth Facility - Omaha
103
Send Marketing Material
Mon 9/29/08
Delivery of Circuits
Thu 11/6/08
Thu 11/6/08
105
Cutover of Circuits
Mon 11/17/08
Mon 11/17/08
Phone Installation
Tue 11/18/08
Tue 11/18/08
87
107
Equipment Installation
Wed 11/19/08
Wed 11/19/08
21FS+20 days
108
System Testing / Cutover
Thu 11/20/08
Thu 11/20/08
33
109
Customer Training
Thu 11/20/08
Thu 11/20/08
Install Team 2
21FS+20 days
106
Install Team 2
Mon 9/29/08
104
Install Team 2
34
110
Fri 10/10/08
Send Marketing Material
Fri 10/10/08
Delivery of Circuits
Thu 11/6/08
Thu 11/6/08
113
Cutover of Circuits
Mon 11/17/08
Mon 11/17/08
Phone Installation
Tue 11/18/08
Tue 11/18/08
Equipment Installation
Wed 11/19/08
Wed 11/19/08
System Testing / Cutover
Thu 11/20/08
Thu 11/20/08
33
117
Customer Training
Thu 11/20/08
Thu 11/20/08
Install SubTeam 2
Install SubTeam 2
21FS+20 days
116
Install SubTeam 2
87
115
Install SubTeam 2
21FS+20 days
114
Install SubTeam 2
Fri 10/10/08
112
Telco
Thu 11/20/08
111
34
118
Tecumseh State Correctional Institution
Marketing Team 1
25
Fri 10/10/08
Send Marketing Material
Fri 10/10/08
Delivery of Circuits
Thu 11/6/08
Thu 11/6/08
121
Cutover of Circuits
Mon 11/17/08
Mon 11/17/08
Phone Installation
Tue 11/18/08
Tue 11/18/08
Equipment Installation
Wed 11/19/08
Wed 11/19/08
System Testing / Cutover
Thu 11/20/08
Thu 11/20/08
33
125
Customer Training
Thu 11/20/08
Thu 11/20/08
34
Wed 11/26/08
Wed 11/26/08
Wed 11/26/08
Wed 11/26/08
Install Team 3
Install Team 3
21FS+20 days
124
Install Team 3
87
123
Install Team 3
21FS+20 days
122
Install Team 3
Fri 10/10/08
120
Telco
Thu 11/20/08
119
126
127
Community Correction Center - Omaha
Marketing Team 1
25
Post-Installation
Customer sign-off and acceptance
Marketing Team 1
25
Telco
Install SubTeam 3
Install SubTeam 3
Install SubTeam 3
Install SubTeam 3
Install SubTeam 3
26FF,92FF
Project Manager
128
System Monitoring
Fri 11/21/08
Wed 11/26/08
Project Manager
129
Customer Training - Refresher
Tue 11/25/08
Wed 11/26/08
Trainer
Project: State of Nebraska
Date: Thu 7/3/08
Task
Split
Progress
Milestone
Summary
Project Summary
Page 2
External Tasks
External MileTask
Split
LEC & CLEC names and Operating Company Numbers
OCN
9102 BELL ATLANTIC N - NE
9104 BELL ATLANTIC N - NY
9206 BELL ATLANTIC NJ INC
9208 BELL ATLANTIC PA INC
0201 VERIZON NORTH-PA/GTE
0170 VERIZON NORTH-PA/GTE
0169 VERIZON NORTH-PA/GTE
9210 BELL ATLANTIC DE INC
9211 BELL ATLANTIC DC INC
9212 BELL ATLANTIC MD INC
9213 BELL ATLANTIC VA INC
9214 BELL ATLANTIC WV INC
LEC
002 Verizon North - New England
004 Verizon North - New York
006 Verizon South - NJ
008 Verizon South - PA
008 Verizon South - PA
008 Verizon South - PA
008 Verizon South - PA
010 Verizon South - DE
011 Verizon South - DC
012 Verizon South - MD
013 Verizon South - VA
014 Verizon South - WV
9919 SOUTH CENTRAL BELL-LOUISIANA
9419 SOUTH CENTRAL BELL
9417 SOUTHERN BELL TEL CO
9321 AMERITECH OHIO
9323 AMERITECH MICHIGAN
9325 AMERITECH INDIANA
9327 AMERITECH WISCONSIN
9329 AMERITECH ILLINOIS
9533 SOUTHWESTERN BELL
7726 SOUTHWESTERN BELL TX
9636 QWEST/US WEST MTN
9638 QWEST/US WEST PNW
2456 MALHEUR HOME TEL CO
9920 US WEST NW BELL
9631 QWEST/US WEST NW
9740 PACIFIC BELL
9700 PACIFIC BELL REGION
9742 NEVADA BELL
9147 SO NEW ENGLAND TEL
9348 CINCINNATI BELL
8377 CALL-NET COMM. INC.
8304 ALLSTREAM CORP.
8245 WIGHTMAN TEL LTD.
8244 WESTPORT TEL CO LTD.
8240 TUCKERSMITH COMM
8239 TELEBEC LTEE
8237 SOGETEL INC
8232 ROXBOROUGH TELCO INC
8231 PEOPLES TELCO FOREST
8230 NEXICOM TELEPHONES
8228 NORTHERN TELEPHONE
8227 NO RENFREW TEL CO.
8225 NO FRONTENAC TEL CO
8223 MORNINGTON COM COOP
8220 LANSDOWNE RURAL TEL
8216 EXCULINK TELECOM ON
8215 HURON TELECOMM CO OP
8214 HAY COMM COOP LTD
8212 GOSFIELD NO COMM
020 Bell South
020 Bell South
020 Bell South
021 AT&T Midwest - Ohio
023 AT&T Midwest - Michigan
025 AT&T Midwest - Indiana
027 AT&T Midwest - Wisconsin
029 AT&T Midwest - Illinois
033 AT&T Southwest
033 AT&T Southwest
036 Qwest - Central
038 Qwest - Western
038 Qwest - Western
039 Qwest - Eastern
039 Qwest - Eastern
040 AT&T West - Northern
040 AT&T West - Northern
042 AT&T West - Southern
047 AT&T East
048 Cincinnati Bell
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
1
LEC & CLEC names and Operating Company Numbers
8211 NEXICOM TELECOMM
8204 BROOKE TELECOM CO OP
8203 QUADRO COMMUNICATION
8094 Thunder Bay Tel
8092 NORTHWESTEL INC
8091 SASKATCHEWAN TEL COM
8090 NEW BRUNSWICK TEL
8089 MARITIME TEL LTD
8088 MANITOBA TEL SYS
8087 ISLAND TEL CO LTD
8086 TELUS COMM /BC TEL
8085 NEWTEL CO
8084 TELUS COMMUN /ALBERTA GOV
TEL
8083 TELUS COMMUN /QUEBEC
TELEPHONE
8081 EDMONTON TEL CO
8051 BELL ONTARIO
8050 BELL QUEBEC
4878 EASTLINK LIMITED
2782 TELUS INTEGRATED COM
2243 TELUS COMM QUEBEC - Alize
0328 VERIZON FLORIDA INC/GTE
4335 VERIZON SOUTH-SC/GTE
4334 VERIZON SOUTH-NC/GTE
4331 VERIZON SOUTH-AL/GTE
1000 VERIZON SOUTH-IL/GTE
0831 VERIZON NORTH-IN/GTE
0681 VERIZON NORTH-MI/GTE
0526 VERIZON SOUTH-SC/GTE
0509 VERIZON SOUTH-NC/GTE
0479 VERIZON SOUTH INC/GTE
0410 VERIZON SOUTH-KY/GTE
0407 GTE South
0281 CONTEL SO DBA GTE SO
2344 VERIZON W COAST-CA
2319 VERIZON CALIFORNIA/GTE
4423 GTE NORTHWEST - WA
4421 CONTEL OF NEVADA-NV
4420 CONTEL OF CA INC -CA
4419 CONTEL OF CA INC -AZ
4324 VERIZON NW-WA/GTE
4323 VERIZON NW-OR/GTE
4321 VERIZON NW-ID/GTE
2449 CONTEL NW DBA GTE NW
2416 VERIZON NORTHWEST/GTE
2302 CONTEL CA DBA GTE CA
4344 VERIZON SW INC.-TX/GTE
4343 GTE SOUTHWEST - OK
4342 GTE SOUTHWEST - NM
4341 GTE SOUTHWEST - AR
2177 CONTEL DBA GTE WEST
2154 VERIZON SW INC.-TX/GTE
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
057 Telus
100 GTE Florida
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
110 GTE South
120 GTE West
120 GTE West
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
130 GTE Northwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
2
LEC & CLEC names and Operating Company Numbers
2080 VERIZON SW INC/GTE
1922 VERIZON MW INC.-MO/GTE
1846 VERIZON MW INC.-MO/GTE
1790 GTE OF AR
1730 CONTEL AR DBA GTE AR
1700 CONTEL OF KS INC -AR
1207 CONTEL IA DBA GTE IA
1140 CONTEL MN DBA GTE MN
1135 CONTEL KS DBA GTE IA
4314 GTE NORTH INC - NE
4313 GTE NORTH INC - MO
4312 GTE NORTH INC - MN
4311 GTE NORTH INC - IA
1883 KANSAS STATE TEL CO
1186 VERIZON NORTH INC/GTE
1036 VERIZON NORTH-IL/GTE
1015 VERIZON NORTH-IL/GTE
0886 VERIZON NORTH-WI/GTE
0779 VERIZON NORTH-IN/GTE
0772 VERIZON NORTH-IN/GTE
0695 VERIZON NORTH-MI/GTE
0615 VERIZON NORTH-OH/GTE
0341 SPRINT UNITED TEL FL
0340 CENTRAL TEL CO FL
0567 UNITED INTER-MTN TEL
0506 UNITED TEL CO CAROL
0471 CENTRAL TEL CO OF NC
0470 SPRINT MID ATLANTIC
0254 CENTRAL TEL OF VA
2400 UNITED TEL CO OF NW
2348 CENTRAL TEL CO NV
2114 CENTRAL TEL CO TX
2084 UNITED TEL CO OF TX
1957 UNITED TEL CO OF MO
1842 UNITED TELCO OF KS
1810 UNITED TEL CO OF KS
1595 UNITED TELCO WEST
1456 UNITED TEL CO OF MN
1317 UNITED TEL CO OF IA
0832 UNITED TEL CO OF IN
0661 UNITED TELCO OF OHIO
0209 UNITED TEL CO OF PA
0138 UNITED TEL CO OF NJ
9691 KY ALLTEL LONDON
9690 KY ALLTEL LEXINGTON
4425 GA ALLTEL TELECOM
4332 ALLTEL GA COMM CORP
2304 CP NATIONAL TELCO
2153 TEXAS ALLTEL INC
2147 SUGAR LAND TEL CO
2011 OKLAHOMA ALLTEL INC
1965 ALLTEL OKLAHOMA INC
1904 ALLTEL MISSOURI
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
140 GTE Southwest
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
150 GTE North
200 United Florida
200 United Florida
211 Sprint Mid-Atlantic
211 Sprint Mid-Atlantic
211 Sprint Mid-Atlantic
211 Sprint Mid-Atlantic
211 Sprint Mid-Atlantic
260 United Midwest
260 United Midwest
260 United Midwest
260 United Midwest
260 United Midwest
260 United Midwest
260 United Midwest
260 United Midwest
260 United Midwest
260 United Midwest
280 Sprint United
280 Sprint United
280 Sprint United
280 Sprint United
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
3
LEC & CLEC names and Operating Company Numbers
1885 ALLTEL MISSOURI INC
1873 ALLTEL MISSOURI
1691 ALLTEL ARKANSAS INC
1568 ALLTEL COMMUNICATIONS CO.
0666 WESTERN RESERVE TEL
0665 ALLTEL OH INC WO
0517 ALLTEL SO CAROLINA
0499 SANDHILL TEL CO
0476 ALLTEL CAROLINA INC
0453 ALLTEL MISSISSIPPI
0402 ALLTEL KENTUCKY INC
0395 ACCUCOMM TELECOMM
0386 STANDARD TEL CO
0364 GEORGIA TEL CORP
0357 ALLTEL GA INC
0336 ALLTEL FLORIDA INC
0302 ALLTEL ALABAMA
0176 ALLTEL PENNA INC
0157 TUOLUMNE ALLTEL PA
0113 ALLTEL NY INC RED JK
0109 ALLTEL NY INC JAMEST
0106 ALLTEL NY INC FLTN
995A NEVADA TEL - NV
9789 CENTURYTEL AL (NO)
9788 CENTURYTEL AL (SO)
9787 CENTURYTEL MO (SW)
9786 CENTURYTEL MO (SO)
9785 CENTURYTEL MO B-H
9784 CENTURYTEL OF MO
9472 BIDDEFORD INTERNT ME
9262 UTILITY TEL. INC CA
916A MAHASKA COMMS GRP IA
8953 MARK TWAIN COMM CO
8839 ADVANCED TEL - LA
8762 C-I COMMUNICATIONS
8614 BAYLAND COMM INC.
8606 OTTER TAIL TELCOM
8332 GLOBE TELECOMM INC
8278 LOST NAT-ELWOOD TEL
8140 RANGE TEL COOP MT
7991 SADDLEBACK COMM CO
7936 DIGICOM INC.
7849 NTELOS NETWORK-VA
7804 TDS METROCOM INC.WI
7774 ADVANCED TEL INC.
7757 ATX TELECOMM CLEC
7720 RAINIER CABLE, INC.
7513 COMMONWEALTH TEL - P
7484 CORECOMM LIMITED IL
739D REASNOR TELCO, LLC
7185 R & B NETWORK INC
7061 ATX TELECOMM RSLR
7049 UNITED COMMUNICATIONS, INC.
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
300 Alltel
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
4
LEC & CLEC names and Operating Company Numbers
7021 FIBERCOM, L.C.
657C T C TEL LLC - CA
6151 BTC, INC.
6080 COMPETITIVE COMMS CA
4930 LOUISIANA COMPET TEL
4852 CORECOMM LIMITED OH
469A TIER 3 COMMS - FL
4650 LOUISA COMMUNICATION
4607 ESSEX TELCOM, INC.
445E FIVE D'S COMMS
444E FIVE D'S COMMS - KY
4438 CENTURY TEL GEM State
4437 CENTURY TEL Gem State Idaho
4366 NEX-TECH, INC.
4365 NEX-TECH, INC.
4300 RED RIV RURL TEL MN
4189 COON CREEK TELECOMM
4156 TEKSTAR COMM INC.
4140 WARWICK VLY TEL - NY
4138 LOUISIANA COMPETITVE
4085 FLORIDA DIGITAL NTWK
4054 CONVERSENT COMM - RI
4053 CONVERSENT COMM - NH
4052 CONVERSENT COMM - MA
4051 CONVERSENT COMM LLC
4048 MAINSTREET COMM
3914 WIREGRASS TELCOM -AL
3849 RICHMOND CONNECTIONS
3809 AERO COMMUNICATIONS
3808 AERO COMM INC - IL
3786 AERO COMM INC - KY
3754 CONVERSENT COMM - ME
3724 CONVERSENT COMM - NY
3723 CONVERSENT COMM
3722 CONVERSENT COMM - CT
3620 OMNITEL COMM - IA
3497 1STEL, INC. - TX
3351 COMPETITIVE COMM
3321 HOLLIS TELEPHONE CO
3320 CONTOOCOOK VALLEY
TELEPHONE CO
3301 SOUTHEAST MS TEL CO
3289 CONVERSENT COMM NY
3227 CONVERSENT COMM ME
3201 PUERTO RICO TEL CO
3149 OPENBAND OF VIRGINIA
3100 HAWAIIAN TEL
3032 BEAR LAKE COMM INC
3030 TEL UT OF NORTHLAND
3029 NEWCASTLE TEL CO
3022 TEL UTIL OF ALASKA
3008 ACS OF FAIRBANKS
3000 ACS OF ANCHORAGE
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
5
LEC & CLEC names and Operating Company Numbers
2976 CORECOMM LIMITED PA
2975 IN UNEP
2804 RICHMOND CONNECTIONS
2765 NTELOS NETWORK-WV
2431 MASHELL TELECOM INC
2430 MCDANIEL TEL CO INC
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
242A UNITED COMMUNICATIONS, INC. D. 600 Solix
2427 LEWIS RIVER TEL CO
600 Solix
2422 CENTURYTEL INTER ISLAND, INC
600 Solix
241A UNITED COMMUNICATIONS, D.B.A.
2419 HOOD CANAL TEL CO
2410 CENTURYTEL COWICHE
2408 CENTURYTEL OF WA
2404 ASOTIN TEL CO
2395 CENTURYTEL OF OREGON
2378 TRANS-CASCADES TELCO
2377 HOME TEL CO - OR
2371 CASCADE UTILITIES I
2369 EAGLE TEL SYS INC
2360 CENTURYTEL OF EASTERN
OREGON
2356 RIO VIRGIN TEL CO
234B ADVANCED TEL. - MS
2334 ROSEVILLE TEL CO
2323 WINTERHAVEN TEL CO
2322 HORNITOS TEL CO
2321 HAPPY VALLEY TEL CO
2320 TDS METROCOM-IL
2299 CENTURYTEL OF WY
2289 CHUGWATER TEL CO
2283 SKYLINE TELECOM
2282 MANTI TEL CO
2277 CENTRAL UTAH TEL INC
2274 CENTURY TEL SW - NM
2268 WEST NM TEL CO INC
2251 RANGE TEL COOP INC
2249 CENTURYTEL OF MONTANA, INC
223A UNICOM 2230 POTLATCH TEL CO
2227 MUDLAKE TEL COOP
2225 CENTURYTEL OF ID
2220 FILER MUTUAL TEL CO
2217 ATX TELECOMM SVCS-MD
2210 WILLARD TEL CO
2208 CENTURYTEL OF CO
2207 STRASBURG TEL CO
2202 ROGGEN TEL COOP CO
2200 FORT MOJAVE TELECOMM
2196 PEETZ COOP TEL CO
2185 CENTURYTEL OF EAGLE
2184 DELTA CNTY TELE-COMM
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
6
LEC & CLEC names and Operating Company Numbers
2182 BLANCA TEL CO
2178 AGATE TEL CO
2174 SOUTHWESTERN TEL CO
2171 ARIZONA TEL CO
2140 CENTURYTEL SANMARCOS
2117 CENTURY TEL PORT ARA
2104 LAKE LIVINGSTON TEL
2101 CENTURYTEL LK DALLAS
2093 INDUSTRY TEL CO
2071 FIVE AREA TEL CO-OP
2043 NO TEXAS TEL COMPANY
2041 BRAZOS TEL COOP INC
2038 BLOSSOM TEL CO
2034 WYANDOTTE TEL CO
2018 PIONEER TEL COOP INC
2017 PINE TELEPHONE CO
2014 OKLA WESTERN TEL
2013 OKLAHOMA TEL&TEL
2010 MID-AMERICA TEL INC
1984 OKLAHOMA COMM SYS
1982 CIMARRON TEL CO
1976 CARNEGIE TEL CO
1974 CANADIAN VALLEY TEL
1968 BEGGS TELEPHONE CO
1966 ATLAS TELEPHONE CO
1961 ATX TELECOMM SVCS-DC
1960 ATX TELECOMM SVCS-VA
1959 ATX TELECOMM SVCS-NJ
1958 ATX TELECOMM SVCS
1951 STOUTLAND TEL CO
1949 STEELVILLE TEL EXCH
1945 SENECA TEL CO
1936 PEACE VALLEY TEL CO
1935 OREGON FARM MUTUAL
1934 ORCHARD FARM TEL CO
1928 NEW LONDON TEL CO
1927 NEW FLORENCE TEL CO
1917 MID-MISSOURI TEL CO
1908 LE-RU TELEPHONE CO
1886 GOODMAN TEL CO
1866 OZARK TELEPHONE CO
1860 ALMA TELEPHONE CO
1840 TWIN VALLEY TEL INC
1827 S & T TEL COOP ASSN
1826 RURAL TEL SERV CO
1814 PEOPLES MUTUAL TELCO
1809 MUTUAL TEL CO
1791 LA HARPE TEL CO INC
1782 HOME TEL CO - KS
1778 GORHAM TEL CO INC
1762 CP-TEL NTWK SVCS LA
1761 CUNNINGHAM TEL CO
1758 COUNCIL GROVE TEL CO
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
7
LEC & CLEC names and Operating Company Numbers
1756 COLUMBUS TEL CO
1727 CENTURYTEL OF SO AK
1720 CENTURYTEL OF REDFLD
1711 CENTURYTEL MTN HOME
1706 CENTURYTEL OF AR
1699 DECATUR TEL CO
1698 CLEVELAND CO TEL CO
1689 W RIVER COOPERATIVE
1686 VIVIAN TELEPHONE CO
1677 SIOUX VALLEY TEL CO
1674 ROBERTS CNTY TEL COP
1667 KADOKA TELEPHONE CO
1662 RC COMMUNICATIONS
1659 GOLDEN WEST TEL COOP
1649 BERESFORD MUNCPL TEL
1647 CHEYENNE RIVER SIOX
1631 RED RIV RURL TEL ND
1622 MOORE & LIBERTY TEL
1615 GRIGGS COUNTY TEL CO
1601 ABSARAKA COOP TEL CO
1590 SODTOWN TELEPHONE CO
1582 PLAINVIEW TEL CO INC
1561 HERSHEY COOP TEL CO
1559 HENDERSON TEL CO
1558 HEMINGFORD COOP TEL
1536 CURTIS TELEPHONE CO
1534 COZAD TELEPHONE CO
1526 CAMBRIDGE TELCO
1525 THREE RIVER TELCO
1515 ZUMBROTA TEL CO
1512 WOLVERTON TEL MN
1510 WOODSTOCK TEL CO
1509 WOLVERTON TEL ND
1507 WINSTED TEL CO
1505 WIKSTROM TEL CO INC
1502 WESTERN TEL CO
1501 WEST CENTRAL TEL
1499 CROSSLAKE TEL CO
1495 VALLEY TEL CO
148B CONVERSENT COMM. VT
1487 STARBUCK TEL CO
147B CONVERSENT COMMS PA
1479 SCOTT RICE TEL CO
1476 SACRED HEART TEL CO
1474 ROTHSAY TEL CO
1454 PINE ISLAND TEL CO
1450 PARK REGION MUT TEL
1445 CENTURYTEL OF MN
1443 LORETEL SYSTEMS INC
1442 NEW ULM RURAL TEL
1440 CANNON VLY TELCOM IN
1433 MID-STATE TEL CO
1430 MELROSE TEL CO
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
8
LEC & CLEC names and Operating Company Numbers
1427 HICKORY TECH
1422 LONSDALE TEL CO INC
1419 LISMORE COOP TEL CO
1414 LAKEDALE TEL CO
1413 K M P TEL CO
1404 HARMONY TEL CO
1401 HALSTAD TEL CO
1399 GRANADA TEL CO
1391 FELTON TEL EXCH INC
1389 FARMERS MUT TELCO MN
1387 EMILY COOP TEL CO
1383 EAGLE VALLEY TEL CO
1381 DUNNELL TELE CO
1380 DELAVAN TEL CO
1375 HICKORY TECH
1374 ARROWHEAD COMM CORP
1370 CLARA CITY TEL EXCH
1362 BRIDGE WATER TEL CO
1357 BLACKDUCK TEL CO
1350 ARVIG TEL CO
1347 ALBANY MUT TEL ASSN
1344 PRAIRIE TEL CO INC
1343 WYOMING MUT TEL CO
1342 WOOLSTOCK MUT TEL
1336 WILTON TELEPHONE CO
1335 WESTSIDE INDP TEL CO
1328 WEBS-CALH COOP TEL A
1324 VILLISCA FARMERS TEL
1322 VENTURA TEL CO INC
1320 VAN HORNE COOP TEL
1310 TITONKA TELEPHONE CO
1308 TEMPLETON TEL CO
1306 SULLY TEL ASSOC
1303 COOPERATIVE TEL EXCH
1302 SPRINGVILLE COOP TEL
1301 SOUTHWEST TEL EXCH
1298 S SLOPE COOP TEL INC
1293 SHARON TEL CO
1292 SEARSBORO TEL CO INC
1291 SCHALLER TEL CO
1285 SAC COUNTY MUT TEL
1282 ROCKWELL COOP TEL
1280 RINGSTED TEL CO
1278 READLYN TEL CO
1276 PRESTON TEL CO - IA
1275 PRAIRIEBURG TEL CO
1274 POSTVILLE DBA PTI CM
1273 PEOPLES TELEPHONE CO
1271 PANORA COOP TEL ASSN
1269 PALO COOP TEL ASSN
1266 ORAN MUTUAL TEL CO
1265 ONSLOW COOP TEL ASSN
1264 OLIN TEL CO INC
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
9
LEC & CLEC names and Operating Company Numbers
1262 COMMUNICATIONS 1 NETWORK,
INC.
1261 NORTHWEST TEL COOP A
1243 MILLER TEL CO
1242 MILES COOP TEL ASSN
1241 MECHANICSVILLE TELCO
1239 MASSENA TEL CO
1238 MARTELLE COOP TEL A
1232 LYNNVILLE COMM TELCO
1231 MESCALERO APACHE NM
1229 LOST NATION-ELWD TEL
1228 LONE ROCK COOP TELCO
1225 LEHIGH VLY COP TEL A
1222 LA MOTTE TEL CO INC
1209 INTERSTATE 35 TEL CO
1203 HUBBARD COOP TEL A
1202 HOSPERS TEL EXCH INC
1199 HAWKEYE TEL CO
1193 WINDSTREAM TELECOMM NM #2
1191 GRAND MOUND COOP TEL
1181 WINDSTREAM TELECOMM LP#2
1179 FENTON COOP TEL CO
1177 FARMERS TEL CO
1176 FARMERS TEL CO - IA
1175 FARMERS TELEPHONE CO
1172 FARMERS MUTUAL TELC
1166 FARMERS & MERCH MUT
1165 WINDSTREAM TELECOMM - OK
1164 WINDSTREAM TELECOMM NM #1
1163 Windstream LP#1
1162 FARMERS COOP TEL CO
1159 CENTURYTEL OF CTL WI
1157 ELLSWORTH COOP TEL A
1156 E BUCHANAN TEL COOP
1155 TELEPHONE USA OF WI
1152 DUMONT TELEPHONE CO
1151 SPECTRA COMM GROUP
1150 DIXON TEL COMPANY
1146 CUMBERLAND TEL CO
1144 CENTURYTEL CNTL AR
1143 CENTURYTEL SILOAM SP
1142 CENTURYTEL NW AR RSV
1141 CORN BELT TEL CO
1137 COON VLY COOP TEL A
1136 COON CREEK TEL CO
1134 COLO TELEPHONE CO
1133 C-M-L TEL OF MER IA
1132 CLEAR LK IND TEL CO
1130 CLARENCE TEL CO INC
1129 CITIZENS MUT TEL CO
1126 CENTURYTEL CHESTER
1125 CENTRAL SCOTT TEL
1121 CENTER JCT TEL CO
600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
10
LEC & CLEC names and Operating Company Numbers
1119 CASEY MUTUAL TEL CO
1112 BREDA TEL CORP
1110 BERNARD TEL CO INC
1109 HICKORY TECH
1108 BARNES CITY COOP TEL
1106 ALPINE COMM L.C.
1105 AYRSHIRE FMR MUT TEL
1099 UNIVERSAL COMM ALSN
1098 ARCADIA TEL COOP
1092 STELLE TEL CO
1091 WOODHULL COMTY TELCO
1087 VIOLA HOME TEL CO
1086 TONICA TEL CO
1079 FRONTIER SCHUYLER IL
1075 REYNOLDS TEL CO
1067 FRONTIER CM OF ORION
1066 ONEIDA TEL EXCHANGE
1061 FRONTIER CM MTPULSKI
1057 GALLATIN RIVER COMM
1048 MCNABB TEL CO
1045 LEAF RIV VLY TEL CO
1041 KINSMAN MUT TEL CO
1032 HOME TEL CO - IL
1017 GLASFORD TEL CO
0998 FRONTIER CM OF DEPUE
0993 CROSSVILLE TEL CO
0990 CLARKSVL MUT TEL CO
0974 WOOD COUNTY TEL CO
0970 CENTURYTEL-WAYSIDE
0968 WAUNAKEE TEL CO
0963 UTELCO INC
0962 UNION TEL CO - WI
0959 CENTRYTEL - THORP
0958 TENNEY TEL CO
0956 CENTURYTEL NO WI
0954 STOCKB & SHER TEL CO
0952 SOUTHEAST TEL CO WI
0950 CENTURYTEL OF NW WI
0945 SCANDINAVIA TEL CO
0944 FRONTIER CM ST CROIX
0943 RIVERSIDE TELECOM
0936 INDIANHEAD TEL CO
0934 CENTURYTEL PLATTEVL
0931 CENTURYTEL OF FAIRWATERBRNDN
0930 GRANTLAND TELECOM
0925 BAYLAND TEL INC
0924 CENTURYTEL MW-WISCONSIN
0922 CENTURYTEL OF THE MWWISCONSIN
0917 MOUNT VERNON TEL CO
0915 MOSINEE TEL CO
0914 EASTCOAST TELECOM
600 Solix
600 Solix
600 Solix
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600 Solix
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600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
11
LEC & CLEC names and Operating Company Numbers
0913 CENTURYTEL MONROE CT
0909 MIDWAY TEL CO - WI
0898 CENTURYTEL READFLD
0895 CENTURYTEL OF WI
0893 US LEC COMM - LA
0884 CENTURYTEL FORESTVL
0881 MID-PLAINS TEL INC
0880 FARMERS TEL CO - WI
0877 CENTURYTEL FRWT BRDN
0875 DICKEYVILLE TEL CORP
0859 CENTRAL STATE TEL CO
0857 CENTURY TEL CASCO
0856 BURL BRI & WHE TEL
0851 BONDUEL TEL CO
0849 BLACK EARTH TEL CO
0844 BADGER TELECOM INC
0841 CENTURYTEL OF MIDWST
WISCONSIN
0839 YEOMAN TEL CO INC
0837 WEST POINT TEL CO
0830 TRI-COUNTY TEL CO
0829 TIPTON TEL CO INC
0828 FRONTIER CM THORNTWN
0827 SWEETSER RURAL TEL
0826 SWAYZEE TEL CO INC
0816 S&W TEL CO INC
0809 COMM CORP OF SO IN
0801 CENTURYTEL OF ODON
0792 MULBERRY COOP TEL
0788 MERCHNTS & FRMRS TEL
0782 IP COMM CORP - KS
0778 HOME TEL CO - IN
0777 HOME TEL - PITTSBORO
0776 COMM CORP OF IND
0775 HANCOCK TELECOM
0751 CITIZENS TEL CORP
0750 FRONTIER CM IN
0747 CENTURYTEL CNTL IN
0744 CAMDEN TEL CO INC
0742 BLOOMINGDALE HM TEL
0738 WOLVERINE TEL CO
0726 SHIAWASSEE TEL CO
0713 HIAWATHA TEL CO
0705 CENTURYTEL OF N MI
0702 CENTURYTEL OF MI
0689 CENTURYTEL UPPER MI
0685 CHATHAM TEL CO
0677 ISLAND TEL CO
0672 COMM CORP OF MI
0671 CENTURYTEL MIDWEST
0664 WASBASH MUTUAL TEL
0663 VAUGHNSVILLE TEL CO
0662 VANLUE TEL CO
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
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600 Solix
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600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
12
LEC & CLEC names and Operating Company Numbers
0659 TEL SERVICE CO
0656 SHERWOOD MUTUAL TEL
0651 PATTERSONVILLE TEL
0650 THE OTTOVILLE MUTUAL TEL
0645 OAKWOOD MUTUAL TEL
0640 TSC COMM, INC. - OH
0639 NEW KNOXVILLE TEL CO
0634 MINFORD TEL CO INC
0630 CENTURYTEL OF OHIO
0625 KALIDA TEL CO INC
0619 GLANDORF TEL CO INC
0618 GERMANTOWN INDEP TEL
0614 FORT JENNINGS TEL CO
0613 LITTLE MIAMI COMM
0609 DOYLESTOWN TEL CO
0607 CONTINENTAL OHIO
0598 MCCLURE TEL CO
0590 BENTON RIDGE TEL CO
0588 AYERSVILLE TEL CO
0586 ARTHUR MUTUAL TEL CO
0585 ARCADIA TEL CO
0578 TELLICO TEL CO
0575 TENNESSEE TEL CO
0574 CENTURYTEL COLT-COL
0566 HUMPHREYS COUNTY TEL
0560 CONVERSENT COMM NJ
0559 CONCORD TEL EX INC
0558 CONVERSENT COMM - NJ
0557 CENTURYTEL OF CLAIBN
0552 CENTURYTEL OF ADMSVL
0551 WILLISTON TELE CO
0544 ST STEPHEN TEL CO
0542 ROCK HILL TEL CO
0541 RIDGEWAY TEL CO
0538 PIEDMONT RURAL TELCO
0535 NORWAY TEL CO INC
0533 MCCLELLANVL TEL CO
0532 LOCKHART TEL CO INC
0531 LANCASTER TEL CO
0521 FORT MILL TEL CO
0516 CHESTER TEL CO
0510 WILKES TEL MEMB CORP
0503 SURRY TEL MEMB CORP
0500 SERVICE TEL CO
0498 SALUDA MOUNTAIN TEL
0480 WEST PLAINS TELECOMM
0469 BARNARDSVILLE TEL CO
0467 SMITHVILLE TELCO
0466 SLEDGE TEL CO
0458 CENTURYTEL OF NO MS
0457 LAKESIDE TEL CO INC
0456 GEORGETOWN TEL CO
0451 DECATUR TEL CO INC
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
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600 Solix
13
LEC & CLEC names and Operating Company Numbers
0449 MYRTLE TEL CO
0448 CALHOUN CITY TELCO
0442 CENTURYTEL OF SW LA
0441 STAR TELEPHONE CO
0440 CENTURYTEL EAST LA
0439 CENTURYTEL RINGGOLD
0436 CENTURY TEL OF N LA
0434 CENTURYTEL EVANGELN
0432 KAPLAN TEL CO
0431 CENTURYTEL NE LA
0428 DELCAMBRE TEL CO
0427 CENTURYTEL CHATHAM
0426 CAMPTI-PLEA HILL TEL
0424 CENTURYTEL SE LA
0423 CENTURYTEL CNTL LA
0421 WEST KY RL TEL CORP
0419 THACKER-GRIGSBY TEL
0417 SALEM TEL CO
0412 LEWISPORT TEL CO INC
0411 LESLIE COUNTY TEL CO
0406 FOOTHILLS RURAL TEL
0398 BRANDENBURG TEL CO
0381 PUBLIC SERVICE TEL
0375 NELSON BALL GROUND
0358 DARIEN TEL CO INC
0351 CAMDEN TEL & TEL CO
0346 BLUE RIDGE TEL CO
0338 QUINCY TEL CO
0332 BRAZOS TELECOM
0331 ITS TELECOM SYSTEMS INC.
0314 PEOPLES TELCO INC
0312 OTELCO TELEPHONE LLC
0311 OAKMAN TEL CO INC
0308 NEW HOPE TEL COOP
0307 MOUNDVILLE TEL CO
0300 HOPPER TELECOMM CO
0299 HAYNEVILLE TEL CO
0298 GULF TELEPHONE CO
0295 GRACEBA TOTAL COMM
0284 BUTLER TEL CO INC
0283 BRINDLEE MTN TEL CO
0282 BLOUNTSVILLE TEL CO
0253 VIRGINIA HOT SPRINGS TEL CO.
0249 ROANOKE & BOTETOURT
0237 HIGHLAND TEL COOP
0226 NTELOS TELEPHONE INC
0217 AMELIA TEL CORP
0210 VENUS TEL CORP
0206 SUGAR VALLEY TEL
0183 MAHANOY & MAHANTANGO
0161 COMMONWEALTH TEL ENT
0133 VERNON TEL CO INC
0131 TRUMANSBURG TEL
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
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600 Solix
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600 Solix
600 Solix
14
LEC & CLEC names and Operating Company Numbers
0129 TOWNSHIP TEL CO INC
0118 PORT BYRON TEL CO
0114 ORISKANY FALL TEL
0112 ONTARIO TEL CO
0099 HANCOCK TEL CO - NY
0095 FISHERS ISL TEL CO
0092 EDWARDS TEL CO INC
0089 DEPOSIT TEL CO INC
0069 WAITSFLD-FAYS TEL CO
0062 PERKINSVILLE SVC COR
0061 NORTHFIELD TEL CO
0058 LUDLOW TEL CO
0050 WILTON TEL CO
0047 MERRIMACK CNTY TELCO
0045 KEARSARGE TEL CO
0034 W PENOBSCOT TEL&TEL
0031 WARREN TEL CO
0024 SOMERSET TEL CO
0011 HRTLD & ST ALBNS TEL
0010 HAMPDEN TEL CO
0007 ISLAND TEL
0005 COBBOSSEECONTEE TEL
3402 CITIZENS GOLDEN ST
2342 CITIZENS TUOLUMNE
2308 CITIZENS TELECOM CA
4449 NAVAJO COMM CO- AZ
4426 CITIZENS COMM CO -AZ
2172 CITIZENS UTIL RURAL
4338 CITIZENS COMM CO WV
4451 NAVAJO COMM CO- UT
4450 NAVAJO COMM CO- NM
4429 CITIZENS TELECOM UT
4427 CITIZENS TELECOM ID
4336 CITIZENS COMM CO TN
4322 CITIZENS TELECOM MT
3401 CITIZENS TELECOM OR
2354 CITIZENS TELECOM NV
2275 NAVAJO COMM CO INC
1183 CITIZENS COMM OF IL
1131 CITIZENS TELECOM ND
1128 CITIZENS TELECOM NE
1123 CITIZENS TELECOM MN
1122 CITIZENS TELECOM IA
0577 CITIZENS VOLUNTEER
0270 CITIZENS TELECOM W V
0096 CITIZENS TELECOM NY
9769 ORANGE CITY COMM IA
9129 REINBECK MUN TEL UT
8980 XO COLORADO, LLC
8964 XO D.C., INC.
8960 HTC COMM INC
8958 XO TEXAS, INC.
8758 XO GEORGIA, INC.
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
600 Solix
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600 Solix
600 Solix
600 Solix
650 Citizens - California
650 Citizens - California
650 Citizens - California
651 Citizens - Arizona
651 Citizens - Arizona
651 Citizens - Arizona
654 Citizens - West Virginia
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
656 Citizens
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15
LEC & CLEC names and Operating Company Numbers
8708 HAWARDEN MUNCIPL UTL
847B TIM RON ENTERPRISES
846B TIM RON ENTERPRISES
8340 XO NEW YORK, INC.
8298 RESERVE TELECOMM
7857 ORLANDO TEL CO/SYS
7541 XO UTAH, INC.
7521 TELECOMMUNICATIONS OF NV
7520 XO OHIO, INC.
7344 XO TENNESSEE, INC.
7341 XO PENNSYLVANIA
7340 XO WASHINGTON, INC.
7262 XO CALIFORNIA, INC.
7215 INDEPENDENT NETWORKS
7076 MIDCO COMMUNICATIONS
7056 XO ILLINOIS, INC.
7010 LONG LINES METRO LLC
682C MITCHELL TELECOM SD
645C LBH, LLC
6112 PRIMELINK, INC.
6100 XO FLORIDA, INC.
4980 XO OREGON, INC.
4959 WARWICK VLY TEL NJ
4793 XO ARIZONA, INC.
4792 XO NORTH CAROLINA
4774 XO MISSOURI, INC.
4773 XO MARYLAND, LLC
4772 XO VIRGINIA, LLC
4704 SEI DATA, INC.
4630 CHICKASAW TELECOMM
4622 ITC DELTA COM - TN
4621 ITC DELTA COM - SC
4620 ITC DELTA COM - NC
4619 ITC DELTA COM - MS
4618 ITC DELTA COM - LA
4617 ITC DELTA COM - GA
4616 ITC DELTA COM - FL
4615 ITC DELTA COM - AL
4614 ITC DELTA COM
4536 XO MASSACHUSETTS
4465 FRONTIER CM SO - FL
4464 FRONTIER CM SO - AL
4418 FRONTIER CM MI-OH
4417 FRONTIER CM MICH
429A MIDCONTINENT COMMS MN
4253 BARAGA TELEPHONE CO
4125 XO MICHIGAN, INC.
4124 XO DELAWARE, INC.
4123 XO NEW JERSEY, INC.
4115 LAURENS MUN COMM UTI
4111 SIGECOM, LLC
4069 COON RAPIDS MUN UTLY
3959 INTERBEL TEL-MT
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LEC & CLEC names and Operating Company Numbers
3955 EASTERN OREG TEL-OR
3872 THE ULTIMATE CONNECTION, L.C.
3614 GRUNDY CTR COM UT IA
3610 RESERVE TELECOM LA
3332 VERMONT TEL CO INC
3304 OREGON-IDAHO UTILITIES
3112 COMMUNITY AGCY-IA
3097 ALTA MUNICIPAL UT-IA
3065 MIDCONTINENT COMM ND
3064 MIDCONTINENT COMM
3057 MANNING MUNPL COMM
3052 XO IDAHO, INC.
3031 SCOTT COUNTY TEL CO
3026 NORTH COUNTRY TEL CO
3017 ALASKA TEL CO
3002 BETTLES TEL CO
2985 WEB FIRE COMM - TX
2749 XO MISSISSIPPI, INC.
2614 ITC DELTA COM AR
2613 ITC DELTA COM - TX
2557 XO MINNESOTA, LLC
2491 CBEYOND COMM-IL
2490 CBEYOND COMM - CO
2447 TOLEDO TEL CO INC
2418 PEND OREILLE TEL CO
2397 SCIO MUTUAL TEL CO
2392 PINE TELEPHONE SYS
2386 MT ANGEL TEL CO
2295 SILVER STAR TEL CO
2241 HOT SPRINGS TEL CO
2233 RURAL TEL CO
2231 PROJECT MUTUAL TEL
2214 COLUMBINE TELEPHONE CO
2213 ALBION TEL CO INC
2194 NUNN TEL CO
2173 TOHONO O ODHAM UT AU
2170 XIT RURAL TEL CO-OP
2166 W TEXAS RURAL TEL
2159 VALLEY TEL CO-OP INC
2152 CBEYOND COMM - TX
2151 TAYLOR TEL CO-OP INC
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700 Verisign
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2143 SOUTH PLAINS TELEPHONE COOP
2134 RIVIERA TEL CO INC
2131 POKA-LAMBRO RURAL
2068 EASTEX TEL COOP INC
2061 COMMUNITY TEL CO
2060 COMANCHE CTY TEL CO
2052 CENTRAL TX TEL CO-OP
2032 VALLIANT TEL CO
2030 TOTAH TEL CO INC
2029 TERRAL TELE CO
2020 POTTAWATOMIE TEL CO
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17
LEC & CLEC names and Operating Company Numbers
1994 GRAND TEL CO INC
1985 CROSS TEL CO
1980 CHICKASAW TEL CO
1839 TRI-COUNTY TEL ASSN
1808 THE MOUNDRIDGE TEL CO
1799 DAKTEL COMM, LLC-ND
1769 CBEYOND COMM - GA
1768 CBEYOND COMM
1697 CEN ARKANSAS TEL CO
1683 DAKOTA CNTL TELECOM
1678 TURTLE MTN COMM
1668 KENNEBEC TEL COMPANY
1650 SWIFTEL COMMUNICATIONS
1636 UNTD TEL MUTUAL AID
1610 DAKOTA CTL TELECOM
1604 BEK COMM COOPERATIVE
1516 ARAPAHOE TEL COMPANY
1483 SLEEPY EYE TEL CO
1447 NORTH DAKOTA TEL CO
1412 KASSON & MANTORVILLE
TELEPHONE
1367 FRONTIER CM MN
130A MAPLETON COMMUNICATIONS
1305 STRATFORD MUTUAL TEL
1260 NORTHWEST IA TEL CO
1230 NORTHEAST IA TEL CO
1227 WESTELCOM NTWK - NY
1214 KALONA COOP TEL CO
1213 JORDAN SOLDIER VAL
1188 GOLDFIELD TEL CO
1160 FARMERS & BUSINESS
1127 FRONTIER CM IA
1113 BROOKLYN MUT TEL CO
1073 FRONTIER COMM PRARIE
1058 MONTROSE MUT TEL CO
1055 FRONTIER CM MIDLAND
1038 FRONTIER CM IL
1023 GRIDLEY TEL CO
1011 FRONTIER CM LAKESIDE
0973 WITTENBERG TEL CO
0967 FRONTIER CM VA
0964 FRONTIER CM WI
0912 FRONTIER CM MONDOVI
0872 CUBA CTY TEL EX CO I
0870 RHINELANDER TELEPHONE LLC
0847 BELMONT TEL CO
0825 SUNMAN TEL CO INC
0819 SE IND RURAL TEL
0800 NW INDIANA TEL CO
0721 PIGEON TEL CO
0711 MIDWAY TEL CO - MI
0682 FRONTIER CM OF MICH
0680 CHIPPEWA CNTY TEL CO
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18
LEC & CLEC names and Operating Company Numbers
0678 BLANCHARD TEL ASSOC
0675 BARAGA TEL CO
0633 MIDDLE PT HOME TEL
0612 FARMERS MUT TELCO OH
0606 THE CONNEAUT TEL CO
0576 PEOPLES TEL CO INC
0571 MILLINGTON TEL CO
0561 CROCKETT TEL CO INC
0528 HORRY TEL COOP INC
0497 PIEDMONT TEL MEM CO
0494 PINEVILLE TEL CO
0485 MEBTEL INC
0473 CITIZENS TEL CO - NC
0460 FRONTIER CM MS
0438 RESERVE TEL CO
0433 LAFOURCHE TEL CO
0430 ELIZABETH TEL CO
0429 E ASCENSION TEL CO
0425 CAMERON TEL CO
0379 PLANT TEL CO
0371 INTERSTATE TEL CO
0368 HART TEL CO
0362 FRONTIER CM FAIRMNT
0348 BULLOCH COUNTY RURAL
0324 VALLEY TELEPHONE CO
0322 UNION SPRINGS TEL CO
0318 FRONTIER CM OF SOUTH
0306 FRONTIER CM AL
0301 FRONTIER CM LAMAR CT
0257 SPRUCE KB SENECA RK
0239 NEW HOPE TEL CO
0196 PALMERTON TEL CO
0194 FRONTIER CM OSWAYO
0193 N PITTSBURGH TEL CO
0178 FRONTIER CM LAKEWD
0168 FRONTIER COMM OF PA
0152 FRONTIER CM CANTON
0149 FRONTIER CM BREEZEWD
0135 WARWICK VAL TEL CO
0128 FRONTIER CM SYLV LK
0125 STATE TEL CO
0122 FRONTIER CM SENECA
0110 OGDEN TEL CO - NY
0108 NICHOLVILLE TEL CO
0107 NEWPORT TEL CO INC
0100 FRONTIER COM. OF NY
0085 CROWN PT TEL CORP Y
0081 CITIZENS TELEPHONE CO. OF NY
0079 CHAZY & WESTPORT TEL
0077 CHAMPLAIN TEL CO
0072 FRONTIER CM AUSABLE
0065 PRIMELINK, INC. - NY
0064 SHOREHAM TEL CO
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
700 Verisign
19
LEC & CLEC names and Operating Company Numbers
0043 DUNBARTON TEL CO
0037 RICHMOND TEL CO
8778 COX RHODE IS TELCOM
8639 COX IOWA TELCOM, LLC
7988 COX NEBRASKA TELECOM
700 Verisign
700 Verisign
801 Cox Communications
801 Cox Communications
801 Cox Communications
7987 COX COMMUNICATIONS (San Diego)
7661 COX CALIF TELECOM (ORANGE
CTY)
7193 COX CABLE Gainesville
7192 COX CABLE OKLA CITY
7190 COX CABLE NEW ORLEAN
7189 COXFIBERNET(Virginia)
7078 COX ARIZONA TELECOM (Phoenix)
7077 COX Connecticut TELECOM, LLC
801 Cox Communications
612C COX GEORGIA TELCO GA (Macon)
385D COX OHIO TELCOM - OH
215A COX NEVADA TELEC NV
1802 COX KANSAS TELCOM-KS
0233 VERIZON SOUTH-VA/GTE
4337 VERIZON SOUTH-VA/GTE
0121 FRONTIER ROCHESTER
801 Cox Communications
801 Cox Communications
801 Cox Communications
801 Cox Communications
813 Verizon South VA (GTE/Contel)
913 Verizon South - VA (old GTE)
920 Rochester Telephone
801 Cox Communications
801 Cox Communications
801 Cox Communications
801 Cox Communications
801 Cox Communications
801 Cox Communications
801 Cox Communications
20
DATE (MM/DD/YYYY)
CERTIFICATE OF LIABILITY INSURANCE
7/2/2008
THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION
ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE
HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR
ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW.
(818)257-7400 FAX: (818)257-7450
GNW - Evergreen Insurance Services, LLC
License Number 0E16963
PO Box 20005
Encino
CA 91416-0005
INSURERS AFFORDING COVERAGE
INSURED
INSURER A:
PRODUCER
NAIC #
Hartford Insurance Co.
INSURER B: Travelers
Public Communication Services
11859 Wilshire Blvd.
Suite 600
Los Angeles
CA 90025
INSURER C:
INSURER D:
Federal Insurance Co.
INSURER E:
COVERAGES
THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY
REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN,
THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.
AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
INSR ADD'L
LTR INSRD
TYPE OF INSURANCE
POLICY NUMBER
POLICY EFFECTIVE POLICY EXPIRATION
DATE (MM/DD/YY)
DATE (MM/DD/YY)
LIMITS
EACH OCCURRENCE
DAMAGE TO RENTED
PREMISES (Ea occurrence)
X
X
CLAIMS MADE
OCCUR
72 UUN UM1899
3/1/2008
3/1/2009
MED EXP (Any one person)
$
$
GENERAL AGGREGATE
COMMERCIAL GENERAL LIABILITY
A
$
PERSONAL & ADV INJURY
GENERAL LIABILITY
$
$
GEN'L AGGREGATE LIMIT APPLIES PER:
PROPOLICY
LOC
JECT
PRODUCTS - COMP/OP AGG $
AUTOMOBILE LIABILITY
COMBINED SINGLE LIMIT
(Ea accident)
$
BODILY INJURY
(Per person)
$
BODILY INJURY
(Per accident)
$
PROPERTY DAMAGE
(Per accident)
$
AUTO ONLY - EA ACCIDENT
1,000,000
300,000
10,000
1,000,000
2,000,000
2,000,000
$
X
ANY AUTO
A
ALL OWNED AUTOS
72 UUN UM1899
3/1/2008
3/1/2009
SCHEDULED AUTOS
X
X
HIRED AUTOS
NON-OWNED AUTOS
GARAGE LIABILITY
ANY AUTO
B
X
OCCUR
EA ACC $
OTHER THAN
AUTO ONLY:
CLAIMS MADE
AGG $
EACH OCCURRENCE
EXCESS/UMBRELLA LIABILITY
QK04500388
3/1/2008
3/1/2009
1,000,000
$
AGGREGATE
$
10,000,000
10,000,000
$
$
DEDUCTIBLE
X
C
D
RETENTION
$ 10,000
WORKERS COMPENSATION AND
EMPLOYERS' LIABILITY
ANY PROPRIETOR/PARTNER/EXECUTIVE
OFFICER/MEMBER EXCLUDED?
If yes, describe under
SPECIAL PROVISIONS below
OTHER
Excess Liability
X
YE-UB-3676C43-4-07
3/1/2008
3/1/2009
WC STATUTORY LIMITS
E.L. EACH ACCIDENT
OTHER
$
$
E.L. DISEASE - EA EMPLOYEE $
E.L. DISEASE - POLICY LIMIT $
7985-01-94
3/1/2008
3/1/2009
EACH OCCURRENCE
AGGREGATE
1,000,000
1,000,000
1,000,000
10,000,000
10,000,000
DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES/EXCLUSIONS ADDED BY ENDORSEMENT/SPECIAL PROVISIONS
RE: RFP #2505Z1
The State of Nebraska is named as additional insured with regard to general liability but only with respect to
opperations arising from the named insured
* 10 Day notice of cancellation for non-payment of premium.
CERTIFICATE HOLDER
CANCELLATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE
State of Nebraska
Administrative Services, Risk Management
521 S. 14th Street, Suite 104
Lincoln, NE 68508
EXPIRATION DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL
30*
DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT
FAILURE TO DO SO SHALL IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE
INSURER, ITS AGENTS OR REPRESENTATIVES.
AUTHORIZED REPRESENTATIVE
Steve Zerwick/STEVZ
ACORD 25 (2001/08)
INS025 (0108).08a
© ACORD CORPORATION 1988
Page 1 of 2
IMPORTANT
If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. A statement on this
certificate does not confer rights to the certificate holder in lieu of such endorsement(s).
If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an
endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such
endorsement(s).
DISCLAIMER
The Certificate of Insurance on the reverse side of this form does not constitute a contract between the issuing
insurer(s), authorized representative or producer, and the certificate holder, nor does it affirmatively or negatively
amend, extend or alter the coverage afforded by the policies listed thereon.
ACORD 25 (2001/08)
INS025 (0108).08a
Page 2 of 2
