This text is machine-read, and may contain errors. Check the original document to verify accuracy.
Contract #00-770-00-03532
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31
(1) The Contractor is familiar with the local
conditions under which this inmate telepho ~JI][]REIli!!!D
service system must perform.
(2) The Contractor possesses the capabilities,
hardware, and personnel necessary to prov-iil _____
efficient and successful inmate telephone s ..
system. The NMCD will not provide supp-c========
office space for the contractor's site
administrators.
.--c;;:====
(3) The Contractor is solely responsible for al
services proposed. Notwithstanding the d.~===~=
__
presented in this RFP, it is the responsibi 1 .
the Contractor to verify the completeness .......::c=======
requirements and their suitability to meet - t _ _ __
_
intent of this RFP. The Contractor, at no •
cost to the NMCD or the State of New M -.e:==~~=
and with no increase in rates, must providl ..._ __
additional services, required by the State -t. .
these specifications.
<;c====:
Automated
Diagnostics and
Maintenance
The proposed system must have automated
diagnostics and problem reporting features, ___ lliiiiiiiiiiiiiiiiiiiiiiiiiii
alert Contractor and NMCD staff when issu.~~_ __
with software and/or hardware to include th~
following:
.JII)
(1) The system softwarelhardware must per~. ._ _•
self-test diagnostics without NMCD per :-s
intervention.
(2) When the system detects a problem, at t:t::=:r: - - ::l-a notification must immediately be displ.. _ __
__
the support staff in the Contractor's ma...:..::I ..... . . .!!.
center and NMCD system screen. Con:-ll: fWW
•
must have remote system support capa~
(3) Contractor MUST include with its SUb"-=:::::'1Ik ========
C
offer, clear, concise well-documented
information describing the operation 0 --==r-.' -.diagnostic system
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(4) Core component failures, servers and controllers
must be repaired within 4 hours.
(5) Phone groups or multi phone areas with
problems must be resolved within 8 hours.
(6) Single phone failures must be resolved by next
business day.
(7) Contractor must notify the NMCD of any
failures immediately with an estimated
restoration time. Contractor must provide
updates to the assigned facility coordinator every
four hours until service is restored.
Repair Time
Criteria by Level
(1) Level I - repair must be made by the end ofthe
next business day.
What constitutes a Level I repair: one of
multiple phones is not operational, monitoring
and recording not functioning in one housing
area.
(2) Level II - repair must be made within 8 hours.
What constitutes a Level II repair: entire inmate
housing area not operational.
(3) Level III - 4-hour physical response and/or
remote reset and repair.
What constitutes a Level III repair: mUltiple
inmate housing areas phones are not operationa~
monitoring and recording not functioning
properly, entire system failure.
Uninterrupted
Power Supply (UPS)
The Contractor must provide uninterruptible
power supplies (UPS) for the Inmate Telephone
and Call Monitoring System and any necessary
telecommunication equipment at the NMCD
facilities and central office. The UPS must
~event jl(>tential Q!oblems or interruptions with
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the Inmate Telephone and Call Monitoring
System, which are caused by power failures,
surges, and spikes. The UPS must provide a
minimum thirty (30) minutes of continuous
back-up battery power in the event of electric
system outage, brown-out, or no back-up power
generator service. In the event of a power
failure, if the Inmate Telephone and Call '
Monitoring System has been powered by the
UPS for thirty (30) minutes with back-up
battery power, the UPS must initiate a
"graceful" shutdown of the Inmate Telephone
and Call Monitoring system
The Contractor is responsible for maintaining
the UPS per manufacturer's instructions and
warranty for the term ofthe Agreement.
Miscellaneous
Telephone
Equipment and
Wiring
Contractor must provide as part of this Contract
all non-expendable miscellaneous equipment
such as computer, printer, modems and system
software necessary to allow facility officials to
query, display and print individual inmate
telephone activity. Contractor must provide one
(I) complete workstation at each ofthe
following facilities (PNM, SNMCF, WNMCF,
RCC, SCC, NMCD's Central Office, and any
other future site) and two (2) workstations at
CNMCF. Contractor to provide list of
Equipment at each location that will be supplied
with system so ftware needed to interface with
the Inmate Telephone System to perform such
functions as traffic management, system
administration, call blocking and maintenance
diagnostics. System software must be security
level based and password protected. All power,
network, and communication wiring needed for
the system is to be installed by the Contractor.
All traffic for phone system is to be on a
separate physical phone network. No sharing of
agencies data network resources shall be used
for the phone infrastructure.
Any workstations connected to the Inmate
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Telephone and Call Monitoring System must be
2GHz or faster processors with 256 RAM or
more.
All workstations connected to the Inmate
Telephone and Call Monitoring System MUST
be running Windows XP, in order to conform to
NMCD workstation standards. These
workstations must run the State of New
Mexico's standard virus protection software.
The system must be capable ofblocking an
unlimited number of individual numbers.
Contractor must state the method and quantity of
telephone numbers the system can block.
Blocked numbers must be able to be entered at a
centra110cation and at each facility and have
immediate affect either at the facility level or
Call Blocking
~stem-wide.
Inmate PIN System
(1) The inmate telephone system must be capable of
assigning a unique PIN for each inmate. Each
PIN must be a nine (9)-digit number in length.
The PIN number must be the inmate number (5
digits) and a random 4-digit number. The PIN
number must be automatically transferable
when an inmate is transferred from one facility
to another. The system must provide an
automated PIN setup feature that allows an
NMCD employee to set up the inmate PIN
account. The Contractor must convert PIN
numbers used in present system to the proposed
system with no use ofNMCD employee time.
At the present time there are approximately
10,000 current PIN numbers.
(2) Each PIN number must link to a call duration
table, call velocity table (# of calls allowed
within a specified time frame), programmable
free calls table and phone usage periods table.
(3) Each inmate PIN must have the ability to have
an associated call allowed number list that
includes telephone numbers the inmate is
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permitted to call.
(4) The inmate telephone system must provide a
method for facility personnel to continually
build and set up the allowed number list for
each existing and future inmate PINIPAN.
(5) The Contractor must provide for initial set up of
PAN's for every existing inmate PIN with no use
ofNMCD employee time.
Call Validation
(1) All called numbers must be validated at a
central location, on a real time basis to eliminate
access to blocked numbers, payphones, pagers
or other unacceptable numbers.
(2) A method for completing calls to Competitive
Local Exchange Carrier (CLEC) customers in
real time must be provided. The system must
provide a method for completing calls to CLEC
customers on the first and subsequent calls.
Controlled Access
(1)- The proposed inmate telephone system MUST
provide facility officials with a means of
controlling general access to telephone services.
The system must provide a means to set
telephones and groups of telephones in or out of
service at predetermined times
(2) Facility officials MUST have the capability of
shutting down all telephones in a housing unit,
all telephones in the entire facility or all phones
system-wide from a single central interface at
each facility.
(3) Contractor must provide a manual cut-off switch
at the facilities where system is located.
Operator Services,
Voice Prompts and
Calling Instructions
(1) The system proposed must be designed to use
only an automated operator, with clear and
concise instructions to place inmate calls.
Absolutely no live operator access is allowed.
At a minimum, language options must include
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English and Spanish. The Contractor MUST
develop, deliver, and provide in detail, the
process a call would follow including voice
prompts, validation process, and
acceptance/denial process.
(2) If additional languages should be required, the
system must be capable ofproviding automated
operator voice ·prompts in up to ten (l0)
languages, chosen by the NMCD at no extra
cost to the NMCD. Modification or addition of
languages must be made at no extra cost to the
NMCD.
(3) Contractor MUST be willing to use the
following "Scripts" when collect calls, inmate
prepaid calls (inmate debit card), and called
party prepaid calls are placed.
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Call Scripts
1. Script for Type of Call - Collect Calls:
Hello, "You are about to receive a Collect Call from
____ [Inmate Name], an inmate housed at the
____ [Name ofInstitution]. Before accepting
this collect telephone call, please be advised that
accepting a collect call will cost you more than it
would if you prepaid for this collect call. Collect calls
are charged at $0.65 cents for up to a 20 minute call;
and prepaid collect calls are charged at $0.59 cents
for up to a 20 minute call. If you still want to accept
this collect call, please touch *U. To prevent future
calls from this facility touch *U. If the call is
accepted the prompt must state, ''This call is subject to
monitoring and recording." The script must also
include information as to how the caller should follow
voice prompts, how calls will be validated, and how
the call(s) can be accepted or denied.
*U - must be a single sign (star (*) or pound (#)
or digit)
2. Script for Type of Call- Inmate Prepaid Calls (inmate
debit card):
Hello, ''You are about to receive
[Type of
Call] from
[Inmate Name], an inmate
housed at the
[Name ofInstitution]. If you
still want to accept this
[Type of call],
please touch *U. To refuse this
[Type of
Call] press *U. To prevent future calls from this
facility touch *U. If the call is accepted the prompt
must state, ''This call is subject to monitoring and
recording." The script must also include information
as to how the caller should follow voice prompts, how
calls will be validated, and how the call(s) can be
accepted or denied.
*U - must be a single sign (star (*) or pound (#)
or digit)
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3. Script for Type of Call - Called Party Prepaid Calls:
Hello, "You are about to receive a
[Type of
Call] from
[Inmate Name], an inmate
housed at the
[Name ofInstitution].
Before accepting this telephone call, please be advised
that accepting
[Type of Call] you will be
charged at _ _cents per minute. If you still want to
accept this
[Type of Call], please touch
*U. To prevent future calls from this facility touch
*U. If the call is accepted the prompt must state,
''This call is subject to monitoring and recording."
The script must also include information as to how the
caller should follow voice prompts, how calls will be
validated, and how the call(s) can be accepted or
denied.
*U - must be a single sign (star (*) or pound (#)
or digit)
rresting of
IInmate
rrelephone
System
Contractor will perfonn and support all testing with
NMCD identified staff of the ITCM system prior to
implementation ofthe new system Testing will
include all equipment/software, installation,
modifications, and any connectivity required for the
services at the following locations:
• NMCD Administration Offices, Santa Fe, NM;
• Penitentiary of New Mexico (PNM), Santa Fe, NM;
• Central New Mexico Correctional Facility
(CNMCF), Los Lunas, NM;
• Western New Mexico Correctional Facility
(WNMCF), Grants, NM;
• Southern New Mexico Correctional Facility
(SNMCF), Las Cruces, NM;
• Roswell Correctional Center (RCC), Hagerman,
NM;
• Springer Correctional Center (SCC), Springer, NM;
• and any other correctional facility or locations
designated by the NMCD during the term of this
contract.
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Encryption
Contractor must provide and install an inmate
telephone call monitoring service that provides for
full 128 bit encryption.
lReliability
Contractor must provide for the following:
Data Centers that are Tier IV with uptime of
99.995%, maximum 0.4 hours/year downtime (TIA942)
• Network with redundant firewall
• A network that allows for every call to be written
twice
• Authentication with unique and fully trackable
logins
Role Based Security levels
0
Logging of all individual activity with
0
audit trail reporting
Implementing Agency system
0
administrator
• Watermarking for all data and recordings using the
inmate telephone and call monitoring system without
the loss of quality.
•
D.
Deliverable Number 4. Proposed Recording System Details
Deliverable Four
Due Date
Coml!ensation
Proposed Recording System Details
120 business days after
contract execution
$0.00
iTask Item
Sub Tasks
IProposed
Recording
System
Details
Security Envelope
Description
Recorded conversations stored in the system must provide
security measures to ensure that they have not been
tampered with. This security must extend even to
recordings that have been transferred to external CD, DVD
medium and/or transmission bye-mail. The Contractor
must provide expert testimony regarding security of the call
recordings if required. The transferred record must include
the call record detail (time and date of the call, PIN number,
destination number, etc).
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Locking Calls
Via a workstation, the system must allow administrators to
"lock" call recordings to ensure their retrieval beyond the
on-line storage period (e.g. 30 days, 90 days, etc.). Once a
call recording is locked, it must be available on-line until
unlocked.
Search and Play
Parameters
The contractor's system must meet the following minimum
requirements:
1) Allow administrators to search for calls completed and
recorded during a specific time period.
2) Allow administrators to search for calls placed at a
specific inmate telephone.
3) Allow administrators to search for calls placed to a
specific destination number.
4) Allow administrators to search for calls containing predefined "keywords".
5) Allow administrators to search for calls made by phones
assigned to a specific group.
6) Allow administrators to playback on-line recorded calls
from remote locations via the workstation within 10 seconds
of selection by the operator.
7) Playback ofrecorded calls must not require any media
change.
8) Off-line records must be accessible within 10 seconds
when accessing remotely.
~ive
lMonitoring/Remote
Monitoring
The inmate recording system must allow for live
monitoring in real time, without any interference to existing
recording operation. This feature must be available locally
over the workstation PC's speakers, as well as remotely to
a telephone number specifically designated by the system
administrator. Additionally, the NMCD must have the
capability while monitoring, to terminate the call from the
phone keypad. Monitoring must not be detectable by the
callers and the system must be able to allow multiple
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endpoints to monitor ongoing conversations.
Hot Number Alerts
The system must allow an administrator to designate "Hot"
PINs, or ''Hot'' destination numbers. When the system
detects that a call is being made using any of these preprogrammed ''Hot'' PINs or destination numbers, the
system must automatically call destination numbers
designated by the NMCD. The system must allow system
administrators to add or remove destination numbers from
'the hot list table. These designated numbers must include
any standard phone number or phone on the state phone
system, cell phones, and pagers. When personnel receive
an alert call from the system, they must be prompted for a
security code and then immediately able to monitor the call
in progress. The recipient must be undetected by the
inmate and called party; however, they must have the
ability to disconnect the call or cut into the call and talk to
each party. Alerts to pagers must send information to the
specified pager including the number being dialed, the PIN
used in dialing, etc. The system at a minimum must allow
the chain of three numbers to be called in sequential furm
to alert facility personnel.
Reports
The inmate telephone system must provide system
administrators with the capability to print reports directly
from the search screen. After selecting parameters such as
origination number, destination number, date, time,
keywords, or group, the system must be able to provide a
return list of calls matching the criteria. The system must
allow this list to be printed in report format. Additionally,
the system must provide the ability to produce call count
reports as well as frequency reports'based on the above
listed criteria
!Attaching notes to
Call Detail Records
System users must be able to attach a note document to any
call record for the purposes of inclusion of information
such as the case number or other investigative data. This
note must become a permanent part of the call detail record
and have the capability to be saved to disk and used in
word processing programs such as Microsoft Word and still
retain the formatting. In addition, the inmate telephone
system must have the capability to conduct searches on the
information contained within the notes, i.e. case number,
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inmate name, etc.
IUser Password
~ystem
iUser Log
E.
Security must be maintained by a multi-level password
system based on user access requirements. The system
must allow users to be assigned pre-set security levels, or
allow the fleXIbility to assign individual access pennissions
based upon specific job requirements. These permissions
must include, but not be limited to, access to inmate
accounts, monitoring, call searching, etc. Those users with
the administrator level password must have the ability to
set user access parameters for other users according to
security requirements.
As a security precaution, the system must provide a user
log. Only those users with administrator level access shall
be able to review the user log. The log must include user
access to the system, the time and date 0 f each access, and
the action taken during the user access.
Deliverable Number 5. Rates, Fees, and Costs
Deliverable Five
Rates, Fees, and Costs
iI'ask Item
Sub Tasks
~tes, Fees,
Rates, Fees, and
Costs
and Costs
Due Date
Thru the Term of This
Contract
Coml!ensation
$0.00
~escription
The Contractor is responsible for ensuring that all inmate
telephone call and monitoring services and the awarded
rates comply with all applicable federal, state and local
regulations including, but not limited to, New Mexico and
federal law, and the rules, regulations and orders of the
New Mexico Public Regulation Commission (PRC) and the
Federal Communications Commission (FCC). All awarded
rates, fees, and agency approved costs shall be fixed for the
term of the contract as outlined below and shall be
inclusive of all travel, overhead, profit, regulatory fees and
surcharges, and administrative expenses ("Fixed Rate").
The Fixed Rate shall include all rates, fees, and charges of
every kind associated with a call to include Universal
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Service fees, and there shall be no separate or additional
charge to inmates or their families for time prompts, rate
information requested, operator assistance, or any other
functions.
Ifthe customer's choice ofpayment is to pay using a
money order or certified funds for which the customer pays
a third party entity (such as the US Postal Service or
Western Union) or an entity not affiliated with having a
business relationship with the Contractor or with regard to
the subject matter of this contract or the RFP, those costs of
the customer shall NOT be included in the Fixed Rate.
The Fixed Rate does not include the Federal, State,
County, City taxes, and a return check charge for non
sufficient funds (NSF) on services provided.
Any attempt to impose such additional charge(s) during the
term ofthis contract shall be grounds for (1) immediate
termination of the contract and/or (2) payment of liquidated
damages of$l,OOO.OO for each call on which the Contractol
attempts to impose such a charge in violation of this
requirement, in the sole discretion of the Procuring Agency.
lNo Commissions
Neither the State of New Mexico or NMCD will accept any
commission from the inmate telephone traffic nor is it
soliciting commissions from any contract award.
~nmate Prepaid
The Contractor will propose a single, per call Fixed Rate
(up to 20 minutes) for an inmate prepaid call inclusive of
all fees, call setup or connect charges, or any other costs
incurred for all Inmate Prepaid Calls, including all Local,
Intrastate and Interstate calls originating within the
continental United States, its territories and protectorates,
and Canada. The Fixed Rate shall be a single blended rate
for all inmate prepaid calling rates and should be clear to
anyone who might make use ofthis form of calling. The
awarded rate for this deliverable shall be disclosed in
ATTACHMENT "A" of this contract.
Call Rate (Debit
Cards)
~nmate "Collect
Call" Rate
The Contractor will propose a single, per call Fixed Rate
(up to 20 minutes) for all inmate collect calls inclusive of
all fees, call setup or connect charges, or any other costs
incurred, for all Collect Calls includin..& all Loca~ Intrastate
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and Interstate originating within the continental United
States, its territories and protectorates, and Canada. The
Fixed Rate shall be a single blended rate for all inmate
collect call rates and should be clear to anyone who might
make use of this form of calling. The awarded rate for this
deliverable shall be disclosed in ATTACHMENT "A" of
this contract.
"Called Party"
rrepaid Call Rate
The Contractor will propose a single, per call Fixed Rate
(up to 20 minutes) for all "Called party" prepaid call
inclusive of all fees, call setup or connect charges, or any
other costs incurred for all Called Party Prepaid Calls
including all Local, Intrastate and Interstate originating
within the continental United States, its territories and
protectorates, and Canada. The Fixed Rate shall be a single
blended rate for all inmate "called party" prepaid call rates
and should be clear to anyone who might make use of this
form of calling. The awarded rate for this deliverable shall
be disclosed in ATTACHMENT "A" of this contract.
iIntemational Call
iRate
The Contractor will propose a single, per call Fixed Rate
(up to 20 minutes) for an international call inclusive of all
fees, call setup or connect charges, or any other costs
incurred for all international calls. The Fixed Rate shall be
a single blended rate for all inmate International call rates
and should be clear to anyone who might make use of this
form of calling. The International Call Fixed Rate shall be
the same for Inmate Prepaid, Inmate Collect Calls, and
Called Party Prepaid Calls. The awarded rate for this
deliverable shall be disclosed in ATTACHMENT "A" of
this contract.
Rate for Non
Sufficient Funds
(NSF)
If the Contractor requires a return check charge for non
sufficient funds, the Contractor must propose a single
return check charge for non sufficient funds (NSF) that is
the lesser of$25 or the charge actually assessed on the
Contractor by its chartered bank for such NSF checks. The
awarded rate for this deliverable shall be disclosed in
ATTACHMENT "A" of this contract.
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~tePrepaid
The Contractor must purchase the outstanding prepaid debit
cards from the Procuring Agencies commissaries at each
facility wherein they were provided upon termination of the
contract
Debit Cards
Deliverable Number 6. Testing of Inmate Telephone System
F.
Deliverable Six
Due Date
Compensation
Testing ofInmate Telephone System
120 business days after
contract execution
$0.00
Task Item
rresting of
~nmate
Telephone
System
Sub Tasks
Description
Contractor will provide and install an inmate telephone call
monitoring system (which meets the system requirements
in deliverable 4) to include all equipment, software,
modifications, support, and any connectivity required for
the services at the following locations:
•
•
•
•
•
•
•
•
NMCD Administration Offices, Santa Fe, NM;
Penitentiary of New Mexico (PNM), Santa Fe,
NM;
Central New Mexico Correctional Facility
(CNMCF), Los Lunas, NM;
Western New Mexico Correctional Facility
(WNMCF), Grants, NM;
Southern New Mexico Correctional Facility
(SNMCF), Las Cruces, NM;
Roswell Correctional Center (RCC), Hagerman,
NM;
Springer Correctional Center (SCC), Springer,
NM;
and any other correctional facility or locations
designated by the NMCD during the tenn of
this contract.
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