This text is machine-read, and may contain errors. Check the original document to verify accuracy.
--------
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-*
rvw<:l.
Payphone and Inmate Telephone Services
--------------------------------------RF-P-N-o-.2-0-05-.0-8-1.-01--1
o
·0.·
CDR !3rowser Data Screen
,Tp.e Data screen allows the user to view call records within a fapility, select parameters,
view call details, play recordings~ select/hide columns, and sort data.
Currently Suspended Telephone
Account
Cy
Provides' a list of inmate telephone accounts
where calling privileges have been suspended
during the desired period. The report can be
obtained by entering the desired report period.
The facility staff has the ability to suspend an inmate's calling privileges. During this
period, an inmate is not allowed to make calls. Suspensions are. set fpr day increments.
Section 2
Tab 6-Technical ReqLiirements
195
--------------------------------
*'
Mel.
o
Payphone and Inmate Telephone Services
---------------,------R-P-P-N-o-.2-0-05-.0-S-1.-01-1
Suspensions in day increments begin immediately and expire at midnight. Once a
suspension has expired, the inmate's account will automatically be accessible again. All
accounts that are suspended are listed on the Currently Suspended Telephone Accounts
report.
The Currently Suspended Telephone Accounts report lists all inmate telephone accounts
whose calling privileges have been suspended- Records are sorted by Inmate DOC
Number, and then by date of suspension. The Currently Suspended Telephone Accounts
report displays the following information:
C
o
•
Facility Name
•
Facility Code
•
ID (inmates ID number)
•
Inmate name
•
Start Date (suspension will began)
•
End Date (suspension will end)
•
Days to be Suspended
•
Days Already Suspended
•
Suspended-Days Left
•
Total Number of Suspended Accounts
---~miUn~t!i~~J(ii~:i.Si-~~~i:i'
--
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I '
Section 2
Tab 6-Technical Requirements
196
I
.!
Payphone and Inmate Telephone Services
---.L..
-~-----------------------------------------Mel.
RFP No. 2005-081-011
o
Alert Notification
Provides calls made by inmates placed on alert
and calls made to telephone numbers that have
been placed on alert status during the desired
report period. The report can be obtained by
entering the desired report period.
The Alert Notification report displays all accounts or telephone numbers placed on Alert
status by the facility staff. This is regardless of whether the alert was for all calls by a
particular inmate or calls to a particular number. An alert placed on an account occurs if .
the inmate does not have a phone list and places a call to a telephone number that has an
alert. The ability to see all alerts is determined by the' security level of the User ID
requesting the report. The Alert Notification report displays the following infonnation in
chronological order:
• Facility Name
.• Facility Code
• ID (inmate's ID number)
o
'.
• Inmate Name
• Dialed Digits
~
Alert
• Date/Time (of call)
.....
• Station
o
•
Cost (of call)
•
Total Number of Alerted Calls for the Facility
Section 2
Tab 6 - Technical Requirements
197
Payphone and Inmate Telephone Services
-..L.
-,------------~------------------------------
Mel.
o
.i~JP.a~ei'( ~SJti~~~i
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RFP No. 2005-081-011
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Telephone Numbers Called by
More than One Inmate
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Provides a list of telephone numbers that have.! ..
been called by a user defined number of inmates
within a specific time period. The report can be.
obtained by entering the minimum number of
,inmates calling and the desired report period.
The Telephone Numbers Called by More ·Than One Inmate report displays telephone
-numbers called by user-defined inmates within a user-defined range· of dates and times~
The records are grouped by, telephone number.. The Telephone Numbers Called by More
Than One Inmate report displays the following information:
• Phone Number
• , ID (inmate's ID number)
• Inmate Name
• Date (of call)
•
Station (originating station)
• Facility
o
• Total Calls
Section 2
Tab 6 -Technical Requirements
198
*
rvt<:l.
o
Payphone and Inmate Telephone Services
------~-----------------------------R-F-P-N-o-.2-00-5-.0-81--0-1--1
'Ru'riDate:
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Telephone Numbers Listed in More
than One Account
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Provides the telephone numbers that are on more
that one inmate's list of numbers allowed to be·
dialed. The report can be obtained by entering
the minimum number of inmates calling and the
desired report period.
·1
The'Telephone Numbers Listed in More Than One Account report lists all telephone .'
numbers listed on more that one inmate's list of Allowed numbers. The Telephone
Numbers Listed in More Than One Account report displays the following information:
I'
"
.• Phone Number
•
llY(inmates ID number)
•
Inmate Name'
• Date Activated (date phone number was p~aced on the list)
•. Facility (facility code of inmate)
•
o
Telephone Number X Appeared on 'X' Inmates Lists
Section 2
Tab 6 - Technical Requirements
199
*"
nnC:l.
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Payphone and Inmate Telephone Services
------------------~----------------R-F-P-N-o.-2-00-5--0-81--0-11-
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Quantity of Calls Placed
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Provides a list of all inmates that have placed
calls in excess of the user-defined number of calls
in a specific time period. The report can be
. obtained by. entering the nrinimum calls
threshold~ type of call (collect, debit, or both), .
and desired report period.
The Quantity. of Calls Placed report lists calls placed by the inmate that exceeded the
user~defined parameters. The faCility may optionally select only Debit calls, Collect
calls, or both (completed calls ONLY). The Quantity of Calls Placed report displays the
following information sorted by the number of calls made in descending order.
o
Section 2
Tab 6 - Technical Requirements
200
""-
Payphone and Inmate Telephone Services
-,------------~----~----------------------
Mel,
o
RFP No. 2005-081-011
I:iimate·;Pho:ite~S'.'stelH ..
R1J.nDate·: IG118i2JJ::I
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'Quantity of Minutes Called
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This report provides a list of all inmates that have···
placed calls in excess of a user defined total
""mount of minutes in a.specific time period. The
report can be obtained by entering the minimum
amount of minutes threshold,type of call (collect,
debit, or both), and desired report period.
The Quantity of Minutes Called report lists calls placed by the inmate that has exceeded
the user-defined total amount of minutes for a specified range of time. Debit calls.
Collect calls. or both may be s.elected for the report. The Quantity of Minutes Called
report displays the following infonnation sorted by the total number of minutes called
in descending order.
Section 2
Tab 6 - Technical Requirements
201
. I
Payphone and Inmate Telephone Services
. -....L-
~'------------------------------------------
Mel.
,0
'RUflD~ : 1CV1012:03
RFP No. 2005-081-011
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,Locally Blocked Telephone
.Numbers
Provides a list of all phone numbers blocked by .
the local facility.
.
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The Facility Blocked Telephone Numbers report generates a list of phone numbers
.., ;, locally blocked in the system for the local facility- When an inmate attempts to call a
number on this list, a Completion Code #2 is issued. The Facility Blocked Telephone
Numbers report displays the following infonnation.
o
.' Section 2
Tab 6 - Technical Requirements
. .202
- - - - - - - - - - - - _. . _.
----~
---
-*
Mel.
Payphone and Inmate Telephone Services
-------------------R-F-P-N-o-.2-0-05-.0-8-1--01-1
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Local Exchanges
Provides area codes and exchanges that are
designated for the local calling area.
The Local Exchanges report'provides a list of all area codes and exchanges, which are
designated within the local calling area for that particular facility. This is the local calling
area for pay phones, which may be different from the local calling area for residential or
business use. The Local Exchanges report conta,ins the following:
• Facility Code
o
• AreaCode
Section 2
Tab 6 - Technical Requirements
203
*
nnC:l.
o
Payphone and Inmate Telephone Services
----------------------------~-------R-F-P-N-o-.2-00-5--0-8-1--01--1
•
Exchange (associated with the area code)
•
Total Number of Local Exchanges
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State By NPA (area code) Search
Provides the state for a particular NP A
The Non Area Code/Exchange Attempts report lists call attempts to invalid area codes.
The Non Area Code/Exchange Attempts report displays the following infonnation:
·.Facility Name
•
Facility Code
•
ID (inmate'sID number) ,
• Inmate Name
o
Section 2 .
Tab 6 -Technical Requirements
204
*
~C:I,
o
Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o,-2-00-5--0-S-1-0-1--1,
•
Date/Time (of call attempt)
•
Dialed Digits
•
Station
•
Number of Calls Attempted with Invalid Area Code/Office Code
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Tab 6 - Technical Requirements
205
",
*'
Mel.
Payphone and Inmate Telephone Services
-------------------R-F-P-N-o.-2-00-5-.0-81-.0-1-1
o
·R.ep.artSife: COF
". Teiliilll:jMak~;Requ6t
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As.mentioned, VAC provides robust investigative and administrative reporting
., .
capabilities. This centralized reporting capability produces immediate, real-time reports.,
The system has approximately forty standard reports that are available and are easily,~,,~ :,:.:',"" .,
accessible-.using a GUI interface' on the system or via the web browser. These reports are ..
indexed a.n:d tabbed by the followirig categories: FiIil)Jlqial Reports, Maintenance Reports,
and Investigative Reports as follows:
,.
.- ,
t dard 'report IS as fill
0 ows:
An overvIew 0 f each san
..
Financial Reports
"Description'
Call Refund
Generates and prints a summary transaction report-:
when a Call Refund 'transaction is perfonned.
Daily Call Charges
Provides a list of col~ect and debit call activity- for,
a day or date range.'
...;:, ..
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.:",
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,
o
Financial Transactions
·Provides a record of the total number offinancial
transactions for an individual inmate.
Inmate Deposit
Provides a record of individual inmate deposits.
Inmate Reconciliation
Offers a detailed reconciliation of an individual
iiunate's de bit. account.
Maintenance Reports
Description
Section 2
Tab 6 - Technical Requirements
206
:
::
*"
IVIC:I,
o
\',:
Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o.-2-00-5-.0-a-1.-01---1
City by NPA-NXX Search
Provides the city and state for a particular NP ANXX
Local Exchanges
Provides area codes and exchanges that are
designated for the local calling area.
Non-Area Code/Exchange
Attempts
,Provides record of call attempts to invalid area "
codes.
Percentage Grade of Blocking
Provides hourly call traffic information showing
, the number of calls attempted, the number
'blocked by traffic, and the percentage blocked.
The report can be obtained by entering the desired
report period
",' ,St~te By'1'iPA (area code) Search
Provides the state for a particular NPA
'.:':.
"
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o
Investigative Reports
Description
Account Telephone Number List
Provides a complete current list of allowed
numbers associated with a specified inmate
account.
..
,
,',
"
Alert Notification
Provides calls made by inmates placed on alert, ,
and caps made to telephone numbers that have
been placed on alert: status during the desired
report period. The report can be obtained by
entering the desired report period.
....
"
Approved Teleph~ne Numbers
Search
Provides a list of the inmates that are allowed to
call specific teleplione numbers. The report can
be obtained by entering the telephone numbers
and the desired report period.
~
Call Detail
()
, Section 2
,
,Provides the completed calls by inmate (in the
order that they were placed) over a specified time.
The report can be obtained by entering the inmate
Tab 6 - Technical Requirements
, 207
*
Payphone and Inmate Telephone Services
------------------R-F-P-N-o.-2-00-5--0-81--0-11-
Mel.
o
and a specified time frame.
Calls From PIN Not at Facility.
Provides all inmates' attempts to place calls with
Invalid PIN numbers. The report can be obtained
by entering the desired report period.
Chronological List of Calls
Provides a log ofthe calls attempts (successful
and unsuccessful) in the order that they were
placed. The report can be obtained by entering
the type of call (collect, debit, or both) and the
desired report·period.
:
<
..
Currently Suspended Telephone
. Account·
Provides a list of inmate telephone accounts
where calling privileges have been suspended
during the desired period. The report can be
obtained by entering the desired report period.
Extra Dialed Digits
Provides a list of all calls where extra dialed '~;;;,;>
digits were detected during the desired period.
The report can be obtained by. entering the
desired report period
Frequently Dialed Numbers
Provides a list of the telephone numbers called
more than a specified number oftimes within a
specified range of dates. The report can be
obtained by entering the minimum number of
calls to the telephone number and the desired
report period.
ImTI.ate Directory.
Provides a log of all inmates. 'The report can be
obtained by entering the desired report period.
o
:.:
Inmate History
,
-
o
Section 2
:
Provides all transactions associated with an
inmate telephone account over a specified time
including commissary account debit calls, collect'
calls, deposits, refunds, transfers, andlor changes
to inmate teh~phone list. The report can be
obtained by entering the inmate and a specified
time frame.
Tab 6 - Technical Requirements
-------
208
... ~~-----~~-----
*
Mel.
o
Payphone and Inmate Telephone Services
------------------R-F-P-N-o.-2-00-5.-0-81-.0-1-1
"
Imnate Transfers
Provides a list inmate telephone accounts that
have been received or transferred during a
specified time. The report can be obtained by
entering the inmate and a specified time frame.
Locally Blocked Telephone
Numbers
Provides a list of all phone numbers blocked by
the local facility.
New Imnate(s)
Provides all inmate telephone accounts added
during the specified. time period. The report can
be obtained by entering the desired report period.
Quantity of Calls Placed
Provides a list of all inmates that have placed '. :
calls in excess of the user-defined number of calls
in a specific time period. The report can be
obtained by entering the minimum calls
threshold, type of call (collect, debit, or both),::.
and desired report period.
.
...
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Quantity of Minutes Called
This report provides a list of all inmates that have
placed calls in excess of a user defined total
amount of minutes in a specific time period. The
report can be obtained by entering the minimum
amount of mmutes ~eshold, type of call (collect,
debit, or, both), alld desired report period.
)
'.
~
,
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Released Inmates .
Displays inmates released and removed from the
inmate telephone system. The report can be
obtained by entering the desired report period.
Speed Dial Search
Displays inmates who have called the same
telephone number during a specified time. The
report can be obtained by entering 3-digit speed
dial codes.'
System-Wide Blocked Telephone
Numbers
Provides a list of all phone numbers globally
blocked throughout the prison system
Telephone Numbers. Called by.
More than One Inmate
Provides a list of telephone numbers that have
been called by a user defined number of inmates
Section 2
Tab 6 - Technical Requirements
--------
..------.----~-----.
209
*"
Mel.
Payphone and Inmate Telephone Services
---------------.,;..~---R-F-P-NO-.-20-0-5--08-1--0-11-
o
within a specific time period. The report can be
obtained by entering the minimum number of
inmates calling and the desired report period.
Telephone Numbers Listed in More
than One Account
Provides the telephone numbers that are on more
that one inmate's list of numbers allowed to be
dialed. The report can be obtained by entering
the minimum number of inmates calling and the
desired report period.
telephone Number Usage
Provides a list of all calls made to a user specified
telephone number(s). The report can be obtained
by entering the telephone number, type of call
(collect, debit,· or both), completed, uncompleted,
or both calls, minimum call duration, and a
specific time period.
..
Provides a list of toll free numbers (800, 866,.,~,
877,888 etc:) called by inmates. The report can;
be obtained by entering the desired report period:
Toll Free Numbers Called by
Inmates
..
. ':
Provides a ljst of how many 3 Way Call attempts
were detected. The report can be obtained by
entering the desired report period.
Three Way Call Detect
,
,.
..
,
. " , '
•
I
.:'
-
•••
In addition to a pre-packaged CDR report, a flexible, user friendly CDR Browser ad hoc
query feature will be provided. The presentation format can be customized to:
o
•
Display or suppress any stored piece ofinfopnation about a call record,
•
Sort ascending or descending on any·ofthe fields selected,
•
Select for one or more values i11 each selection field (e.g. multiple originating
stations, multiple called numbers)
•
Allow wild card search criteria
•
Select for a range of dates and times
•
Search calls of a specified length
•
Search calls of a particular type.
•
Any call selected can he played by users with appropriate security authority as
well as exportedto a CD
Section 2
Ta? 6 - Technical Requirements
--------
-"'--'---~.-.-
. 210
'.
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nnC:l.
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Payphone and Inmate Telephone Services
------------------------------------R-F-P-No-.-20-0-S--0S-1--0-11-
2.5.1 Revenue and Commission Reports plus other Reports: Revenue and commission reports
shall be provided by the Contractor to the Commonwealth as specified by the Office of
Administration each month. As a minimum, the reports shall include the following:
a.
Telephone Generated Revenues:
1.
Monthly gross revenue generated by each telephone by sent-paid and non-sent-paid
categories.
MCI Response:
\.
Mer has read, understands and will comply.
Sample copies of various reports can be found at the end ofthis Tab 6.
2.
. Monthly gross revenue generated by each telephone by sent-paid and non sent-paid
categories, summarized by location.
M~I'Response:
Mer has read, understands and will comply..
Sample copies of various reports can be found at the end of this Tab 6.
,.
:',.'
.
.
..3, " t\(1.o.nthly gross revenue generated by each telephone by sent-paid and non-sent-paid
categofies,summarized by using agency.
.
...~.
o
I
MCJ ,.R,e~ponse:
. ,' ..
MGLhas read, understands and will comply.
Sample copies of various reports can be found at the end of this Tab 6.
b.
~.Telephone Generated Com,missions:
1.
Monthly gross revenue generated by' each telephone by revenue category, i.e., local,
IntraLata, and InterLata, with accompanying comf!lissions calculated· by telephone.
MCI Response:
Mer has read, up.derstands and will comply.
Sample copies of various reports can be fo~d at the end ofthis Tab 6.
2.
Monthly gross revenue generated by each telephone by revenue category, i.e., local,
IntraLata, and InterLata, with accompanying commissions calculated by telephone and
summarized by location.
MCI Response:
Mel has read, understands and will comply.
o
Section 2
Tab 6 - Technical Requirements
211
*'
·Mel.
o
Payphone and Inmate Telephone Services
-------------------R-F-P-N-O'-.2-0-05'-.0-8-1.-01-1
Sample copies of various reports can be found at the end of this Tab 6.
3.
Monthly gross revenue generated by each telephone by revenue category, Le., local,
IntraLata, and InterLata, with accompanying commissions calculated by telephone and
summarized by using agency.
MCI Response:
MCl has read, understands and will comply.
Sample copies of various reports can be found at the end ofthis Tab 6.
c.
Custom Reports: The Contractor shall agree to develop additional reports as may be
reasonably required by the Commonwealth and to provide the Commonwealth with such
, reports at a frequency to be mutually agreeable to both parties.
MCI Response: .
i
MCl has read, understands and will comply.
.!
MCl agrees to develop additional. reports as may be reasonably required by the
Commonwealth and shall provide such reports to the commonwealth at a frequency to be
mutually agreeable to both parties.
R.·'
o
As mentioned in earlier sections, in addition to a pre-packaged CDR report, a flexible, .
user friendly CDR Browser ad hoc query feature will be provided. The report format can
. be customized to:
• Display or suppress any stored piece of information about a call record,
•
Sort ascending
or descending
on any of the fields
.
.
.
. selected,
•
Select for one or more values in each selection field (e.g. multiple originating
stations, multiple called numbers)
.
,
:
"
•
Allow wild card search criteria
•
Select for a range' of dates and times
•
Search calls of a specified length
•
Search calls of a particular type
. ...
.~
• . Any call selected can be played by users with appropriate security authority as
welLas exported to a CD for evidentiary use
•
Save frequently used ad hoc queries for future use.
The user will enter the GUI interface, select their search criteria for a specified report,
click on the preview/print button and view the report results; A screen shot of the system
interface Gill depicts how the user is allowed to define the parameters to b~ applied to
produce the customized report:
o
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Section 2
Tab 6 - Technical Requirements
212
I
Payphone and Inmate Telephone Services
-.....L-
o
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RFP No. 2005-081-011
' • .1
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The Data screen allows the user to view call records within a facility, select parameters,
view call detail records, play recordings, select/hide columns, and sort data etc.
"
d.
Variance Reports: The Contractor shall agree to develop a monthly variance report that
reports monthly figures different by 5%' from the-previous month, 'i.e., collect· and prepaid
revenues on local, Intra Lata, and InterLata.
Mel Response:
MCl has read, understands and will comply. "
MCl will provide a monthly variance report that reports monthly figures different by
5% from the previous month, i.e., collect and prepaid revenues on local, IntraLata, and
lnterLata.
o
e.
Inmate Calling System Software: .The contract shall provide a robust system that can
produce various iterations of the data captured and produce customizable reports that meet
DOC requirement for numerous situations related to security and investigations, as well as
evaluation and planning. The software shall be capable of reporting real time and delayed call
record reporting by time of day, date, duration, calls longer than a time parameter (calls longer
than a time parameter shall be terminated). most frequently called number, personal
identification number (PIN), dialed number, telephone, inmate name, area code, telephone
Section 2
Tab 6 - Technical ReqUirements
213
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Payphone and Inmate Telephone Services
-,----------------------------------~-------
Mel.
o
RFP No. 2005-081-011
number prefix, or any combination thereof, and be sufficiently flexible to provide reports in DOC
format requirements. Contractor shall describe proposed system capabilities of meeting these
reqUirements.
MCl Response:
MCl has read, understands and will comply.
Each ofthe above mentioned reporting requirements will be met and the system c'an
produce reports in real-time and delay.ed call record reporting. Additional exporting
capabi,lities exist that will afford the Commonwealth the opportunity to extract valuable
investigative results into fonnats that can be easily. used to import into Microsoft or
other applications on the Commonwealth's State network.
f.
Monthly Inventory and Summary Report: A monthly report summarizing the statistics for
stations in all DOC-SCls shall be supplied electronically to the OA and the DOC within 30
calendar days after the end of the month. The report will be similar to the reports in Attachment
4-8 SCI's Inmate Inventory and Attachment 24-0 Messages and Minutes Billed Summary
Monthly Statistic Report.
MCl Response:
MCl has read, understands and will comply. '.'
o
: '!}
, :-
MCl shall supply. an electronic report ll1:onthly. detailing to the OA and the DOC the
statistics for each station. Provided here below is an example of such a report that is ''' ..
use'dtoday and can be modified to meet the requirements of the Commonwealth.
1-
,;
';
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JCCB520-01
MCI.
09/16/2005
STATION LEVEL ACCOUNT SUMMARY REPORT LEVEL I
INTER
INTRALATA
DATE:
AUG05 USAGE
INTERLATA
TOTAL
.
,
.
INTL
.LOCAL
.
---------------------------------------------------------------------------------------ACCOUNT NUMBER:
44649092 CORRECTIONAL FACILITY NAME, STATE
SITE PREFIX #117 WITH 109 STATIONS
CALLS
1,676
1,210
510
0
35,242
MINUTES
18,580
12,378
5,805
0
458,928
CALLCHRG
$5,637.0J:
$1,161.0Q.
$2,475.60
$0.00
$68·,188.71
SURCHRG
$3,369.50
$1,815.00
$765.00
$0.00
$5,949.50
REVENUE
$9,006.51
$4,290.60
$1,926.00
$0.00
$74,138.21
COMM.
$2,145.30
$4,503.25
$963.00
$0.00
$37,068.80
0
107010001
CALLS
625
MINUTES
8,025
CALL CHRG
1,608.00
Section 2
31,846
422,165
$58,915.10
$0.00
$58,915.10
$29,457.25
37
205
329
0
54
469
.2,527
4,310
0
719
140.70
505.40
862.00
.00
99.90
Tab 6 - Technical Requirements
,
214
*
Mel.
0
SURCHARGE
Payphone and Inmate Telephone Services
RFP No. 2005-081-011
74.00
307.50
493.50
.00
.00
214 :'70
812.90
1,355.50
.00
99.9.0
107.35
406.45
' 677.75
.00
49.95
13
42
49
0
2
127
545
587
0
30
875.00
REVENUE
2,483.00
COMM.
1,241.50
107010002
CALLS
: 106
MINUTES
, 1,289
,CALL CHRG
38.10
109.00,
117.40
.00
3.70
26.00
63. DO·
73.50
.00
.00
64.10
172.00
190.90
.00
3.70
32.05
86.00
95.45
.00
1.85
16
75
75
0
16
192
870
940
0
197
57.60
174.00
188.00
.00
29.60
32. DO
112.50
112 .. 50
.00
.00
89.60
286.50
300.50
.00
29.60
44.80
143.25
150.25
.00
14.80
12
102
124
0
19
129
1,262
1,587
0
261
38.70
252.40
317.40
.00
35.15
24.00
153.00
186.00
.00
.00
62.70
405.40
503.40
.00
35.15
31.35
202.70
251.70
.00
17.57
268.20
SuRCHARGE
16.2.50
REVENUE
430.70
COMM.
215.35.
107010003
CALLS
'182
MINUTES
2,199
CALL CHRG
449.20
SURCHARGE
.'
257.00
. REVEN\JE
:"
:'0,:
706.20 "
"
COMM.
353.10
,"
107010004
CALLS
257
MINUTES
.,
3,239
CALL CHRG
643.65
SURCHARGE
363.00
REVENUE
1,006.65
COMM.
:sil3 .32
g.
Monthly Detailed Financial Reports: A complete set of the detailed reports shall be
supplied monthly to the OA and the DOC commencing on a mutually agreeable date about four
(4) months after the effective date of the contract. The reports will be similar to the reports in
Attachment 22 Revenue Commissions Prepaid Summary Report and Attachments 23 Inmate
Monthly Usages and Commissions Collect Report.
Mel Response:
Mel has read, understands and will comply.
o
Sample copies ofyarious reports can be found at the end ofthis Tab 6.
Section 2
Tab 6 - Technical Requirements
215
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Payphone and Inmate Telephone Services
------------------------------------R-F-P-NO~.-20-0-5--08-1~-O-11-
h.
Monthly Performance Log Reports: A monthly system administrators (SA) report
summarizing and detailing all DOC-SCls of the SA's activities. Examples of the categories to be
included in the report; inmate complain form, inmate special request, add on/ removal De8S,
new account DC8A, inmates released, inmate paroled, inmate transferred in/out, custody level
changes, open tickets, can't hear issue, test calls made, attorney number verification,
miscellaneous DOC inquires, IPIN look up, number change, stored voice, record retention; run
reports, IPIN issued, etc.
Mel Response:
MCr has read, understands and will comply.
MCr will provide the monthly Perfonnance Log Reports as requested. Taking the
monthly perfonnance log reports a step further, the Commonwealth will be provided with
a link into MCI's customized Ticket management system thereby viewing daily open and
closed tickets for any facility within the Commonwealth. Ticket search criteria can be
limited to a single facility, multiple facilities, or all facilities. View the current open
tickets, closed tickets, or any and all tickets.
o
MeI's custom on-line Ticket Manager System was designed and created specifically for
MeI's Law Enforcement Segment. This tool provides Mer and various DOCs with
immediate access to all maintenance, repair, and network issues. A ticket is 'created at the..
time the original service call is received and a trouble ticket is opened. The Ticket ';-, ,. .r
Manager System assigns a ticket number, time of call, date of call, state, and facility; as;
well as a summary of the issue. The Ticket Manager System is updated as new
infonnation and pro gress is made on the issues. Once a ticket is closed the sy-stem stores
the data, at any time MCr or DOC can access the archives and retrieve every ticket using
search criteria such as state, correctional institution, date, ticket priority, or trouble
description. With TicketManager Massachusetts DOC will have a complete trouble
ticket history available at all times and Mer will provide a full listing of all troubles to
Massachusetts Doe when requested.
Trouble Tracking- When equipment-related trouble is reported by any of the methods
described earlier, the MCr Support Office or the Mcr Ticket Manager Help Desk will
open a trouble ticket in its Ticket Manager tracking system.
You Drntogaedln n.n CTCJ PhWpJones
o
MCl'sTicket Manager Tracking System
Section 2
Tab 6- Technical Requirements
216
. ','
.....
. ..:
~
. ,', : ::',.' :....t::
:,:
-..LPayphone and Inmate Telephone Services
.,-------------------------------------------,Mel.
RFP No. 2005-081-011
o
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:
The' tidket opened in this Ticket Manager system will become the master ticket and will '
be tracked until completion: In order to resolve the problem, it may. be necessary for the
:MCI Support Staff to work with MCl's World-wide Customer Service Center (who
manages all facets of the Mel network and interfaces with local telephone companies)
vendors/subcontractors, and the Ticket Manager Help Desk. Each of these groups may
have their own ticket tracking system, but Mel will own the master ticket and ultimately
see the trouble to complete resolution. Once the ticket is ready for closure, Mel will seek
approval from the customer that the problem has been rectified, and only then when the
ticket be closed. MCr feels that this approval process is necessary to ensure customer
satisfaction.
i.
Weekly Conference Calls and Reporting.: The project manager shall be responsible to
schedule weekly conference calls, throughout the life of the contract, to include a
teleconference bridge for all parties' access. The bridge may be a non-toll free telephone
number. Prior to the weekly conference calls, the project manager or staff shall be responsible
for sending an electronically em ailed report to OA and DOC staff with actions/issues of current
issues to discussed and include closed issues on same report.
o
Me! Response:
Section 2
Tab 6 - Technical ReqiJirements
217
"-'Payphone and Inmate Telephone Services
-,-----------------------------------------Mel.
RFP No. 2005-081-011
o
Mer has read, understands and will comply.
Mel's project manager will schedule weekly conference calls, throughout the life ofthe
contract, to include a teleconference bridge for all parties' access. MCl's conference
bridge service will be utilized providing for Toll Free and Non-Toll Free access. Prior
to the weekly conference calls, the project manager or staff shall will forward an
emailed report to OA and DOC staff with actions/issues of current issues to discussed
and include closed issues on same report.
j.
Weekly Maintenance Trouble Ticket Report: The project manager shall be responsible for
emailing a weekly report of the current maintenance trouble ticket report to the OA and the
DOC staff. The report will be reviewed during the weekly conference call. Minimum elements of
the spreadsheet, trouble ticket report ticket number, facility name, date and time received
trouble, status, statement of the problem, solution, entry detail text of the problem, closed- date
and time or status, mlscE111aneous information, etc.
'
Mel Response:
Mer has read, understands and will comply.
MCl's will utilize its Ticket Manager program to provide the requested Weekly,
Maintenance Trouble Ticket Report. The -report can be reviewed during the weekly,!, ' " ,
confere:p.ce call or on line via PA DOC access. The system can provide trouble ticket" ,
report ticket number, facility name, date and time received trouble, status, statement-of
the problem, solution, entry detail text of the problem, closed date and time or status,,'
miscellaneous infonnation, etc.
o
k.
Route Cause Analysis Log: The project manager shall be responsible to report through
,t~lel?,9()n~, ard/or email to the OA and the DOC whe~ major if!:cidents/outages occur. The route'
call analysis spreadsheet will have the following minimum elements; date, time, service area, "
effective, facility name, service impact (time), root cause (problem), action items, and status,
....:
",
:
I:,
:
.,,11
'etc: ,-'
M¢I Response:
'"
,
Mer has read, understands and will comply.
Mel's project manager will report all major incidents/outages directly to the OA and
the DOC and provide a Route Cause Analysis Log inclusive ofthe elements provided
above.
l.
Bi-Monthly Management Meetings: Bi-monthly executive staff meeting shall be scheduled
and held In the Harrisburg area. The Contractor's project manager shall provide the agenda
prior to the me~ting and have staff and subcontractor(s) at the meeting when appropriate for
the current discussions.
Mel Response:
o
Mer has read, understands and will comply.
Section 2
Tab 6 - Technical Requirements
218
.:
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Payphone and Inmate Telephone Services
------------------------------------R-F-P-N-o.-2-00-S--0S-1--0-11-
MCl's program manager will facilitate Bi-monthly executive staff meeting to be held in
the Harrisburg area. An agenda win pe provided prior to the meeting.
m.
End User Forum Meeting,s: The project manager shall be responsible for scheduling the
User Group Forum, reference 2.5-E Training', 5. End User Forum Meeting.
Mel Response:
MCr has read, understands and will comply.
. The project manager shall be responsible for scheduling the User Group Forum,
reference 2.5-E Training,S. End User Forum Meeting.
, As part of the installation process, Mcr (in ,conjunction with VAC) will provide system
tniining to all personnel identified by. the Commonwealth. MCPs approach to training is"
fivefold.
:t';
o
:t:
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First; on-site training is conducted immediately upon the installation and cutover to, the
new rcs of each facility to ensure that all system users are thoroughly trained. Training
typically lasts for a full day. and the cUrriculum is designed to cover the use and oper~tion,
of- the system from the inmate's perspective, basic system administration (Call
";::;'Processmg;' Blocks, etc.) as well 'as a'targeted review of the system's many investigative',,';;',';
tools (Shadow Recording, Monitoring, Reporting, etc.) Training will also cover ,general' "'::"
matters 'such as trouble reporting, resolution-and escalation procedures..
" . ' ;:-:' :- ""',
.
.
:'"
'Mer n3cogmz~s the need to provide system' admWstration training to :fuose responsible,
for day.-to-day operations. While' the System operates in an automated fashion, "it is,
extremelY,helpful for facility personnel to understand system controls, trouble reporting,
procedures, and investigative reporting options. In our opinion, a successful installation;", "
is not complete until those who use it are comfortable with day-to-day operations. This is ': :"" ',', , ,;:'
be-st ac'comp1ished through hands-on training following system activation. To this end,,""" ,"
Mer recommends that training be conducted on site as each facility is installed.
;"
"t, ,',
t \
' .
The comprehensive training, curriculum is designed to cover complete system,
administration and all investigative tools described below. Additional training will ,be'
:: ~:.
provided to the Commonwealth DOC at its request and at no additional charge.
Trmning Course Outline
o
.
Introduction
Overview of the Inmate calling System functions and
features
Workstation Access
Control
Overview
User ID Management
Security Level Access Management
User Alerts
Section 2
Tab 6 - Technical Requirements
'
219
'[
;.
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:j('
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';'<.')"1
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Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o.-2-00-5-.0-S1-.0-1--1
nnC:l.
o
Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Control
Block List Administration
Telephone List Update
Enabl~lDisable Telephones
AccoUnt Overview
Add a New hnnate Account
1;Jpdate hnnate Information
Update Inniate Phone List
Transfer Inmate Between Facilities
System Administration
if·
View Calls ill Progress
Spy - Monitoring
SPY:- Snitch Investigator Notification
_General Reporting Capabilities Defining Report
Pararp-eters, ,.
Save -& Reprint ~eports
Financial Reports .
Maintenance Reports
Investigative Reports
MonthlYRevenue Reports' .
Shadow Recording "
SAM Archive CD
Reporting/Investigative
Fu~ptions
1:-
''::
~.
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.:.: .
Placing a Call
Dialing Instructions
Direct Dialed Calls
Collect Calls
Local Calls
International Calls
Call Results Announcements
Calling Process
.
':~.Ii
.
::'
I
Sample Training Course Outline
Second; to further support the initial training sessions, the workstation offers contextspecific help screens to assist the user during any process. By simply pressing the Fl
key, a help window will appear with contents targeted toward the workstation function in
o
,!!se.
Section 2
,
Tab 6- Technical Requirements
220
"-Payphone and Inmate Telephone Services
.,-----------------------------------------Mel.
RFP No. 2005-081-011
o
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Third; user manuals which provide detailed step':'by;.step documentation are provided to:· '.'"
each facility. VAC has also created Quick Reference Guides for easy reference of the .
",
most used applications within the system that will be left with system users.
!
Fourth; a refresher training session can be conducted remotely through WebEx, or as .
directed by the Commonwealth DOC.
r '.
The flfth and fmal source of training-is VAC's Tec1mical Assistance Center which is
staffed with live technical reps that can assist the DOC with any question, 24 hours a day,
7 days a week, 365 days a year as well as the MCr Help Desk in Albany, NY which is
available 24 x 7 to offer assistance.
o
n.
Yearly QualitvAssurance Reviews (YQAR): Yearly quality assurance reviews will be
made at each State Correctional Institution and the two (2) separate Central Office staff
operations for the Headquarters Security Office and the Office of Professional Responsibility.
YQAR will ensure that the technology, product, software are working properly. Including testing
all Inmate phones (handset, jacks dial tone, set and features both collect and prepaid
messages), inmate billing, monitoring and recording, inmate exceeding the time limit on a call,
check rate quote provided for every prepaid call, call list and blocked numbers, inmates' PIN
Section 2 '
Tab 6- Technical ReqUirements
; .,
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o
Payphone and Inmate Telephone Services
------------------R-F-P-N-o.-20-0-S--0S-1--0-11-
deactivated (can they still make prepaid calls). wiring; TTYs. procedures, documentation,
operations, etc.
Mel Response:
MCr has read, understands and will comply.
.i
MCr will support and facilitate Yearly Quality Assurance Reviews (YQAR).
6.
Environmental Considerations:
a.
Complete Description: The Contractor shall include in its proposal a complete description
of any special environmental considerations, which may be required to ensure proper
operation. If an air-conditioned environment for the equipment is recommended. the description
shall include the specific air-conditioning requirement. See Attachment 12 for the content and
format of information required. The responsibility for the cost of changes/additions required or
recommended shall be subject to contract negotiations.
Mel Response:
MCr has read;understands and has complied below with the
proposed Focus 100 environmental requirements. Additionally
MCr has provided a completed PA Attachment 12 in this
proposal fonn also providing the requested data.
o
The Focus 100 is housed in a space-efficient cabinet that
contains all system components and provides easy access to
system wiring.
'j
MCr will install a state-of-the-art fully automated inmate call
management system to meet the specific needs 'of the
Commonwealth. This CPU based system is based on proven
teIeplionitechnology, designed specifically to operate with·the
highest degree of reliability in the challenging environment of a
correctional setting. VAe deveIbped the proposed system on a
foundation of accurate, reliable qall processing - followed by the
integration of an extensive array. of call management features and
investigative tools unparalleled in this industry.
":.'.::
.
Section 2
Tab 6 - Technical Requirements
;
'I
VAC will provide the Focus 100 Call processing technology
along with the required investigative ~d call control features
specified by the Commonwealth. Both MCl's and VAC's team
of seasoned professionals will install and test the system and will
provide training to appropriate facility personnel. In addition, Mcr and VAC will
provide both remote and local technical support as needed throughout the project
duration.
o
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*
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Payphone and Inmate Telephone Services
------.....:....------------R-F-P-No-.-20-o-5--oa-1--o-11-
o
Archive Unit
o
Inmate Telephone
Capa,eity'
Up to 270 stations x 216 trunks
Di~ensions .
23.5" x 31" x 76"
Environmental
Temperature: 35-90° F;Humidity: 2-98% noncondensmg
Power Requirements
115VAC, 20 amps
FCC Certification
Meets the requireJl1ents of FCC Part 68 and Part 15
Voice Network Interface
Digital & Analog
Operating System
WmdowsXP
.
.
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",' ,<
1;>.
Surge/Lightning Protection: Contractors shall provide and install at no cost to the
Commonwealth adequate surge and lightning protection equipment on all lines used as a result
of this RFP.
Mel Response:
MCr has read, understands and will comply.
MCr understands the value of SurgelLighting Protection and considers it one of the most
important aspects of the install.
o
It is also important to note that surge protection goes far beyond just providing a surge
protector. Ground Resistance Testing - Ground resistance testing will be performed to
Section 2
Tab 6 - Technical Requirements
223
~
Payphone and Inmate Telephone Services
-,~----------------------------------------
o
Mel.
RFP No. 2005-081-011
verify the Telco Ground is good and properly bonded (electrically connected at a single
point) with the Electrical Ground.
Equipment Bonding- All processors (controller units) will be grounded to the "Ground
Bar" using a #12 copper ground,wire secured to the chassis with a "star" washer. All
computer cards will be finnly mounted to the controller chassis.
The "GrOlmd Bar" (typically wall mounted) will be bonded to Telco Ground using #6
solid copper grolmd wire. lfmultiple ground bars are used (i.e.: 2 - 25 port blocks), Mel
will use a #6 ground wire to bond each unit. The figure below illustrates the ground bar
that Mel will install on each system as well as Mel's Equipment Grounding Plan.
;i
o
o
Ground Bar
Section 2
Tab 6 - Technical Requirements
224
- - - - - - - - - - _.._-_.---------,
*
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o
Payphone and Inmate Telephone Services
---------------=-~---R-F-P-NO...:...-20-0-5--08-1--0-11-
MGI Equipment Grounding Plan.
o
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o
Section 2
Tab 6 - Technical Requirements
225
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Payphone and Inmate Telephone SelVices
------------------------------------R-F-P-N-o.-2-00-S--08-1--0-1-1
MCl will install the following Grounding Equipment
Porta Six Plus w/ 110 Termination - Model 504PXIAC prevents damage to equipment
from lightning, sneak currents, electrostatic discharge and EMIIRFl noise reduction and
isolation on the AC circuit. Has a single grounding point to eliminate the danger of, '
ground potential difference that exists when AC and telephone lines are protected
separately. Transient clamp response time < 5 nSec, Peak slirge current = 20,000 A Max,
total energy rating = 520 Joules, Maximum clamping voltage at 50A = 310 V peak.
http://www.portasy.stems.comlcpd/cpp/sixplus.html
.
Zero Surge Protector- Model2R15 surge suppressor will front-end the UPS. Unit offers
Grade A Endurance, Class 1 Perfonnance, Mode 1 Applications - 1,000 surges, 3,000
amperes, SVR = 330, actual Suppressed Voltage = 280 Volts, no failures, L-N (ground
wire protection) mode. This product will enhance protection ofthe servers by placing in'.
series between the wall plug (or Porta Six Unit) and the UPS, since the UPS has limited'
surge suppression abilities. http://WW\V.zerosurge.comlindex.html
o
Unison SmartOnLine UPS - Tripp LiteUnison SmartOnLine 1000/2200/ 6000 Rack- :.
Tower UPS System. On line, double conversion UPS operation keeps output voltage . .:·:t
within 2% of 120VAC at all times. Maintains full battery charge when line voltage is
between 85 and 138VAC (60 to 138VAC at loads less than 70%). Note, unit must be" ','
registered for Ultimate Lifetime Insurance which protects connected equipment from
damage due to surges up to $100,000. http://tripplite.coln/products/family/ups/index.cful,
.:
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Telco Siae Protection - All Telco facilities must be protected with Gas or Solid State
protector modules - typically provided by Telco, before the DMARC. This is to be
verified by the site survey.
Station Side Protection - All Station (inmate/ward phone) facilities must have overvoltage and over-current primary protection, mounted nb more than 12 feet from the IC;;~i"
System.
:~.
.,iUI'/'OC
POWER!s~PLi
o
Power Side Grounding for Station Card.
Section 2
Tab 6 - TeChnical Requirements
226
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-------------------------------------R-F-P~N~o.-2-00-5--0-8-1--01--1
It will be the MCr Project Manager's responsibilities to work with the facility's
Electrician staff to measure and insure that the AC outlet ground and common "Ground
Bar" is good. Maximum resistance to grolmd (by Telco standards) is 5 ohms. rf it is not
good it is then the technical consultant's resp~msibility to see that it gets corrected.
7.
Customer In Put to System Development Effort:
The Contractor shall provide information explaining how customer opinions, about the systems
, being proposed are used in the development of improvements.
MCI Response:
..... :.
:',:,
..:.;',;,'
Virtually all ofMCl's existing systems as well as the Focus 100 system features were
design based upon customer input. MCl's Program Manager will take any customer
recommended sy.stem improvement directly to MCr and VAC's Sr. Management for
revjew. The Program Manager may"inform Sr. Manager upon notice or during MCrs
Weekend Warrior Staff Call that takes place each Monday morning. During the weekly
meetings program managers from across the US discuss meet to discuss various topics to
include system improvements. If enough customers see value in the recommendation,
MCr and VAC will consider for development.
a . l f a user forum exists', the Contractor sliall provide the name, address, telephone number
of the group's contac~ person.
o
MCI Response:
MCr has read, understands and will comply.
',,:
".:'
,
MCr actively supports' a variety of user forUm groups such 'as the American Corrections
Association (ACA) and many 'regional organizations; IfthePADOC has any other,"
groups that they would like MCl's support contact should be made to:
KeithR. Eismann
Sr. Manager, MCr Government Markets
20855 Stone Oak Parkway
San Antonio, Texas 78261
Office - 210-484-3177
Fax - 210-484-5208
Cell-210-385-2350
: ..;
8.
Desirable Information: The Contractor shall provide information describing those overall
and application-specific features and capabilities which, in the Contractor's opinion, differentiate
the system(s) being proposed from those offered by competitors.
Mel Response:
o
MCl has read, understands and has provided
below the requested information.
,
,
Section 2
Tab 6- Technical Requirements
./
227
.:..
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Payphone and Inmate Telephone Services
------------------------------------R-F-P-N-o.-20-0-S.-08-1-.0-11-
Mel's has listed below the key, facts that Mel's feels differentiates Mel ~om the
systems and services being proposed by our competitors.
MCI History in the Inmate Telephone System (ITS) Business
MCI has more experience as a Prime Contractor providing ITS services to
Commonwealth Department of Corrections then any other company. Throughout MCl's
sixteen plus years of experience in the inmate phone services business, we have
established a reputation for our ability to combine call control and recording capabilities
into a seamless solution for inmate telecommunications.
Mer currently provides services to 16 state correctional programs. In aggregate, the total
inmate population within these states.exceeds 600,000. The spectrum of inmate
populations ranges from our largest state customer, California, with more than 200,000
inmates, to the State of Wyoming with 900 inmate;s. Regardles~ of size, the common
denominator among our customers is the fact that they can count on MCl to provide
reliable inmate calling service~.
" :ir
o
We have drawn on this experience to design the technical and management solution {or
'the Commonwealth of Pennsylvania that is described in this proposal. Nor have we',
forgotten that new technologies and procedures can augment-but never replace-solj4
customer service.
:
... :
Mcr desires to demonstrate its coinmitment to meeting and exceeding your requiremt:)nts .:: :'.,
by our performance willingness. We have implemented solutions that benefit both the ' ..
inmates, by improving customer service, and the Department of Corrections, by reducing
its administrative workload.
.
Successful Sub Contractor Partnerships
.
'.
.
...\
.-:, .
.
As stated throughout this ~P response, MCI has chosen Value Added Communications·.....,. ",', ". '.' ': ....
0lAC) and ShawnTech·Communlcations as its subcontractors.
.' ." .'.. '
MCr will serve as the prime contractor and direct the activities of our team to provide, the' , ·iI;'. .'
services and products required for the DOC Program. MCr, VAC and ShawnTech ,'.
. .. !';....,"
Communications, Inc. will install the call control, call processing, and call recording··
.:.,: ,'."
systems. ShawnTech along with dedicated MCI technicians will install and maintain the'·: I"~
inmate phones, in addition to maintaining the call control; call processing, and call
recording system. Furthermore, the fact that our team members enjoy a successful
',' ,.
history working together ensures the Commonwealth will have program continuity while
we apply the individual strengths of each corporation to fulfill contract requirements and
provide superior customer service.
Value Added Communications' (VAC)
VAC will provide the Focus 100 Call processing technology along with the required
investigative and call control features specified by the RFP. VAC's.team of seasoned
professionals will install and test the systems and will provide training to appropriate
o
Section 2
Tab 6 - Technical ReqUirements
228
..
i ;.. :.. , ..
., f
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Payphone and Inmate Telephone Services
------------------------------------R-F-P-N-o.-20-0-5--0S-1--0-11-
facility persoooel. In addition, VAC will provide both re11).ote and local teclmical support
to MCr as needed throughout the project duration.
Shawn Tech Communications '
ShawnTech is one ofthe premiere State Dept. of Corrections rcs support companies
today and is utilized by MCI in the majority of its state contracts.ShawnTech is the '
current provider of PIN administration in the Commonwealth's existing contract for ITS ..
-, MCr chose to employee ShawnTech for this very reason and expects that ShawnTech's
experience as the existing provider will provide for a smooth transition to the new system
and will ensure that the PA DOC will experience minimal changes in process and
procedures.
'
!.
,"
.
:::
:.;.
Prime Contractor
• Program Management
,. Managed Network "
Services
• Network Engineering
• Vendor Management
II Customer Support
,II Teclu),ical Support
• System AC1rnnTIstratJ,Q;
i '
Provide,
Integrate, ,
Install & Maintain
ITS
User Training
System
Proven ITS Technology
With successful installations in each of the Federal Bureau of Prisons and Colorado, The
VAC Focus 100 system has one ofthe most proven Inmate PrePaid Platforms on the
market today. The system's feature and functionality was developed over several years
and based upon customer input.
o
The VAC Focus 100 call processing platform is a digital premise based centralized
platform. This means that the ICS system equipment will be located at each facility
Section 2
Tab 6 - Technical Requirements
229
:.
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Mel.
o
Payphone and Inmate Telephone Services
--------'------------R-F-P-N-o.-2-00-5--0S-1--0-11-
processing offender calls. Specifically, each facility will have a VAC Focus 100 ca,ll
processing system, administrative workstations to perform all Focus 100 system
functions,(e.g. investigative functions, reports, offender identification and Pill and
allowed call list admi~stration, et~.), along with a minirri.al amount of network
equipment. '
MCr feels that an on-premise solution like the Focus 100 vs. a centralized solution
, (whereby centralized off-premise equipment provides call control and stores calls
, .recordings) is the most reliable and is less risky for Pennsylvania DOCS. With having a
premised based solution there is 'no risk of a single failure point - that if problems exist
with either the centralized sy-stem or the nenyork feeding the centralized system location
- the problem will affect the can processing capabilities of all the facilities under the
centralized solution. Under a premise based solution, a problem that may exist with the "
call processing system or network at any given facility will affect only that facility and
not all facilities.
,.
, A premised based platfonn also avoids a singk point offailure problem that may exist, ,
with the centralized storage of recordings. Although their may. be backup array drives:: .
and off site storage, the maximum amount of risk associated with a centralized system',
hard disk failure is potentially all recordings for all sites, and at a minimum all recordfugs ,
for all sites generated after the last bac1(~p was conducted. For the on-premise solution :,'
proposed by MCr, the maximum risk to the, department would be for only the sites 1;laving
the hard disk problem and at the minimum no loss of any data due to the MCr redundanti '
backup a p p r o a c h . "
o
,':',"
i'
Network Infrastructure and Back Office Redunda'ncy
Because ofMCJ's hll'ge ,customer base, MCl,ha;s significant:q.etwork and back office",
infrastructure in place today. MCr is also the qnly vendor thatutiliies its own private; ;,('.', ..... ,"',
" .. ,I'"
owned and operated N'etwork so support its ITS customers. This means that MeI can
:··:(\i.- i":',
,',
,control,all calling s~stems from the Inmate to the called party.
,,' , ",'
i ,,:'.:,
, :, ,! !': ';' i,
.;' ';
'J':'
, Mcr will establish and maintain a closed, secure, wide area network (WAN) to connect:, , ,"'-'; ,
all of the DOC facility-based systems, user workstations, and the DOC Headquarters with"
"{'
a central database server located at VAC's headquarters in Plano, TX. The installation of..
the facility-based Focus 100 platform connected to a central database server via a WAN ;'
offers significant improvements over the platform in use today.
' '_ ",
As calls are processed, a duplicate copy will be made and sent to the central database
server. This process will be replicated at each DOC facility, effectively creating a
redundant copy of all call detail records (CDRs) generated by DOC facilities. Each :.
, 'Focus 100 system will have hard drive arrays for the storage of the PA DOCS stated one
(1) year of call recdrdings. The central database server also will store a redundant copy ,
of an inmate's PIN and allowed list of call recipients.
o
..'
'
The MCl private network will also be used to allow investigators and staff to access calls
being placed from one facility', multiple facilities, or all facilities. The Focus 100
Section 2
Tab 6 -Technical Requirements
230
>z'
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o
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Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o-.2-o~05--0-8-1--01--1
solution provides a web-based, Gill user friendly, robust system with administrative
screens while providing the most technologically advanced features and functionality.
~ecause
all of the -relevant information from each facility will be stored redundantlyo:at . '
"the central database server and updated on a call-by-call basis.as each call is attempted, ",'
system-wide reporting will be available from any location on the WAN. This means
that, for example, the chief investigator for all prisons will be able to query all DOC
facilities for a CDR from any workstation connected to the WAN without logging into
each facility and 'running-the report request.F.urthermore, our proposed solution will ii.
, safeguard the Commonwealth'-s"mission-criticaldata ,from a single point of failure .. :"".
",:", , Should a catastrophic event; such as a tornado or a direct lightening strike, disable the' :. "::
system, we will install a replacement platform and populate it with the affeyted ", '
facility's data that is stored at the central server, and the, recordings. from' either ,the,. : ' "
';,.;, ':" ~nsite backup device' or' by downioading all recordings from the MCI offsite backup ",'
. qata warehouse.
"
. Mel Value Added Service Solutions
In addition to the above, MCI wili offer the Commonwealth the following Value Added
Services. These services will be provided at no cost to the Commonwealth.
o
'.
Investigative Management System
'.
Site Monitor
'.
Snitch Lirie
•
Automated InmateData Exchange Program (NCC)
Investigative Management System
Section 2
Tab 6 - Technical Requirements
231
-LPayphone and Inmate Telephone Services
-,-----------------------------------------Mel.
RFP No. 2005-081-011
o
Mcr offers its Investigative Management System (MS) value-added product to the
Commonwealth at no additional cost. Upon request for this feature, MCr will work with
DOC representatives and site personnel to implement the feature and provide the
necessary training to DOC staff.
MCr developed the IMS investigative tool specifically for its Inmate Calling System
(ICS) customers. IMS was designed to facilitate safe, secure, and orderly operations for
staff, visitors, and inmates/wards by. helping to identify gang members and monitonng
.their phone activities.
.
IMS is a stand-alone software application that comprises a Gang Reporting module and
an Employee Reporting module. The modules run outside of the rcs, and each can run
independently or concurrently with the other.
The application combines three sets of data that can be searched by user-imtiated queries.
The first data source, provided by MCr, is a database created from call detail records
(CDRs). The other two sets of data must be provided by the DOC: a list ofthe gang
members and their gang affiliation, and a list of active employees at each institution. For
these modules to provide the most complete infonnation, inmate PINs are required.
..
;.
DOC personnel who have an MS user name and password will be able to access the
Web-based application and perfonn queries from an existing workstation. MS is an .:,
..... easy-to-learn, user-friendly; intuitive'GUI application.
,.f.
Gang Reporting Module
The purpose of the Gang Reporting module isto track the calling patterns of inmates who
havekno'Wll gang affiliations in order to identify other, previously unknown, gang
,...
,',. members. The Commonwealth can use this module to compare the cailed pClfiY numbers
,:Ii
. :.:, .;; .(ANIs) ofthose inmates. whohave,been·previously identified as members of a gang with·· :
. ;. ..; .. _,I:,: ,.. L:: ,;iq.ll other inmate calls. The results of this comparison will·help the Commonwealth', . :" ..
,,identify additional gang members and their gang affiliatio:t;l.s.
. . r '.'~:. , ; ~ ,,;.
Employee Reporting Module:
, i'.··
.:
.1 ';:.;
i,
: I " .. : .
" '>
.,': •
1:
: ,! .'
• .,::~;
':
. The purpose of the Employee ReportIng module is to track calls placed by inmates to
numbers that are related to the Commonwealth employees working in the institutions.
The system compares the inmate-dialed number to a list of Commonwealth-provided
'.;: employee personal phone numbers (e.g., home, cell) to detennine if inmates are speaking
to institution Commonwealth employ.ees outsicie of the institution's walls .. The following
(sanitized) screen shots are'from a working MS.
o
Section 2.
Tab 6 - Technical Requirements
232
_ _-_.- _ - - - _..._... _........- - _ . _ - - - , - - -
. ....... .....
..
Payphone and Inmate Telephone Services
-...J-
.,-----------------------------------------Mel.
RFP No. 2005-081-011
Error! Reference source not found.Gang Query Search Results
"
,.:
\,"
I"
o
Employee Query Results
,..
.. ~"
....... .
.',
o
~
Section 2
233
Tab 6 - Technical Requirements
./
...._--._---------------
-_._-_ .._---_._--
".:
*
Mel.
o
Payphone and Inmate Telephone Services
-------------------R-F-P-N-o-.2-00-5-.0-8-1.-01-1
Gang Query Results (Duplicate Gang Members Detected in Red)
MCl Customer Web Site
. Mel is offering to the Commonwealth, access to our secure Web Tools. Access to this
site will be restricted to only those individuals that the Commonwealth grants pennission.
Additional tools available at this site, allows those users to look up Biping Name and
Address (BNA) infonnation on a phone number.
o
....:
o
Section 2
Tab 6 - Technical Requirements
234
~
Payphone and Inmate Telephone Services
~'------------~---------------------------
o
Mel. .
RFP No. 2005-081-011
BNA information can be obtained via MCI's web tools - see infonnaticin below.
BNA Look-Up value-added feature can be provided by MCr to' the Commonwealth at no
additional cost. Upon request for this feature, MCr will work with DOC representatives
to implement the feature and provide the necessary training to Commonwealth staff
BNA Look-Up utilizes all the databases that MCr utilizes to verify BNA when
completing all types of calls. The BNA Look-Up feature allows investigators to do BNA
look-up for phone numbers regardless if the number has been dialed as part ofthe rTS
services. This feature can aid investigations. This BNA Look-Up is separate from the
BNA infonnation provided within the rcs sy.stem as part of the Call Detail Record data
requirements.
In addition, BNA Look-Up can assist DOC staff in detennining who the local exchange·
carrier is for the phone number, and if the number is blocked or prevented from receiving
inmate calls,' and ifblocked, why the block is in place (e.g. non-payment, cell phone,
etc.). The figure below shows all the infonnation that will be provided when the BNA
Look-Up is utilized.
.
o
O!G Status: HNBLOCKED • Code 722 from SACeV'G01
L1DB Status: UNBLOCKED - Code711 from SACCVG01
BNALookup
Site Monitor Tool
The site monitoring application is a value-added feature that MCr can offer to the
Commonwealth at no additional cost. MCr will provide access to this tool and data to a
limited nurriber of DOC and Headquarters staff Upon request for this feature, MCl will
work with DOC representatives and site personnel to implement the feature and provide
the necessary traimn.g to DOC staff.
.
Section 2
Tab 6.,.Technical Requirements
235
~
Payphone and Inmate Telephone Services.
-~------------------------------------------
o
Mel. .
RFP No. 2005-081-011
The Site Monitor tool is a revolutionary method for monitoring the health of the eritire
ICS solution from a frame relay wide area network (WAN) connection to the ICS
platform. It communicates with each system every 15 minutes to verify that the platfonn
and network are fully operational. Thus, it will notify MCI on a near-real-time basis of
any suspected service-impacting event, enabling MCI to begin problem resolution before
facility staff become aware of the problem.
In addition to checking the health afthe system every 15 minutes, the Site Monitor
application performs the following tests and checks:
o
.•
lPing - Site Monitor will proactively "ping"·the Cisco IP router and ICS server
located at each DOC site to verify network connectivity to the facility systems
and that they are active .. MCI will immediately take steps to resolve the problem
before it is evident to facility. p~rsonnel.
•
Call Failures - Once per hour the Site Monitor will calculate the number of
. failed call attempts against the total nm;nber of attempts-unbillable and/or failed
vs. completed billable 'calls. When a high failure rate is detected, the system will
automatically generate an alann, prompting the Mcr Service Center and Network
Operations Center to troubleshoot the problem and begin appropriateres6lution'
activities.
•
:
.
~" ',.
Call Blocks - Once per hour the Site Monitor will calculate the number of '
blocked.calls against the number of completed or billable attempts. If a high
block rate is detected, the system will automatically generate an alarm that
prompts MCl's investigation and resolution activities.
','
• Billable Calls- Once per hour the Site Monitor will compare each facility's
... number of billable calls against historical volume for the same day and time
period (e.g., the past three Tuesdays for the one-hour timeperiod' of 5:00 PM to
6:00 PM CDT) to identify aberrations in call volume. This process helps identify
possible service-impacting events. For example, a site that shows a zero usage
traffic volume could indicate the occurrence of a major outage or simply that the
.site is in lockdown or delayed inmate count status. .
.
Mel's Site Monitor tool is an intelligent device that can monitor multiple; geographically'
diverse locations, each with unique features, resolution time frames and calling
parameters. The functions ofMCl's Site Monitor are performed from MCl's
developmentfacilities in Sacramento, CA. By maintaining a physically diverse location
for momtoring, MCl can initiate trouble tickets even if the entire Commonwealth is .
without service. Another benefit of placing the Site Monitor functions in Sacramento is
that MCl's DOC Account Team can leverage its internal on-site development resources
and implement programming enhancements to the system.
o
Identifying potential service-impacting events is the first step of proactive monitoring,
and alerting key staff to these events is second .. Once an event is identified, key MCI
AccountTeam personal, field operations personnel, and the Service Center staff are sent
Section 2
Tab 6 - Technical Requirements
236
'.:
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Pa. yphone and Inmate Telephone Services
~'--~------------------~------------------
o
Mel.
RFP No. 2005-081-011
a text page as well as a priority email alerting them ofthe event. If requested, MCI can
also ensure that DOC personal are notified.
The figures below depict theMCI Site Monitor tool's screen shots. Red indicates a
potential service-affecting issue worthy ofinvestigation. Yellow indicates that a red
issue has occurred and is in the problem resolution process. Blue indicates all is well and
normal. Black indicates the absence of site traffic.
o
o
Section 2
Tab 6 - Technical Requirements
237
*
Mel.
Payphone and Inmate Telephone Services
----,.---:..----------=-----R-F-P-N....;.p.-2-00-5--0-81--0-1-1
o
Site Monitor Report I State View
IVADe fI
o
Site Monitor Report I Site View
o
Section 2
Tab 6 - Technical Requirements
.•.
__._-.----------
238
----••- - . - -••- . - - ... ----'----------~_._ _ _ I
*'
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------------------------------------R-F-P-N-o.-2-00-5--0S-1--0-11-
As an added diagnostic reporting feature, Mel's MaxPrm Daily Performance reportirig
application will poll all Focus 100 system installations on a daily basis. This application
measures and reports daily performance levels, such as the number of .
,
completed/accepted calls, the total number of call attempts, call validation performance,
the number of failed call att~mpts, and the number of blocked calls. The MaxPrm
application then compares this data against a sophisticated measUrement model that it
builds from historical data to identify 'any irregularities or sudden changes. If established
thresholds are exceeded or fall short of expectations, they will be flagged and reported
daily to MCl's Technical Support and Field Operations Team.
This measurement model can be adjusted on an installation-by-installation basis.to ensure
accurate comparisons. The DOC can request these customized reports on a daily basis.
The figure below is an example of a MaxPrm daily report showing attempted calls and
completed calls by site.
[Unit Details~
MCI-Vendor ID
------------------VADC:AUOl-9103
VADC:BAOl-9160
. Just
.' VADC:BCOl-9104
. Ctr.
VADC:BLOl-9106
VADC:BMOl-9159
Jus
VADC:BOOl-9109
Ctr.
VADC:BROl-9107
Ctr.
VADC:BS01-9108
Ctr
VADC:BTOl-9158
Just
VADC:CDOl-9115
Ctr
VADC : CHO,1- 911 0
Div
VADC:CMOl-9111
Ctr
VADC:CPOl-9161
VADC:CROl-9112
VADC:CSOl-9113
Ctr
VADC:DNOl-9116
VADC:DP01.-9117
Ctr
VADC:DROl-9118
VADC:DY01-9119
'"
o
Section 2
Files Billable
.'
--------
UnBill
Sus
--------
Unit Name
-----------------------
1.
1
297
6
736
45
3 AUG-Augusta Corr Ctri··, :'
3 BON-Bon Air Juvenile
1
363
724
1 BCK-Buckingham·Corr.
1
1
199
39
487
136
4 BLN-Bland Carr Ctr
4 BEA-Beaurnont Juvenile
'1
216,
·487
2 BTT-Batetourt Carr.
l'
284
593
3 BRS-Brunswick Carr.
1
1.77
453
2 BSK-.Baskerville Carr
1
17
30
3 BAR-Barrett Juvenile
1
468
989
7 CWD-Caffeewaod Corr.
1
3D
112
0 CHF-Chesterfield Men
.1.
55
114
0 CHM-ChatharnDiversion
33
214
242 .
0 CLP-Culpepper Juve Just
0 CRL-Caroline Corr. Ctr
2 CSP-C~ld Springs Carr
1·
1
1
27
107
115
1
61
1.
712
1
1
65
389 .
168
1600
1 DNW-Dinwiddie Corr. Ctr
10 DPM-Deep Meadoow Carr
150
928
1 DRF~Deerfield Carr. Ctr
3 DYL-Dillwyn Corr Ctr
Tab 6 - Technical Requirements
239
o
:::.
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Payphone and Inmate Telephone Services
Mel,
VADC:FLOl-9121
#1
VADC:GNOl-9122
Ctr
VADC:HAOl-9126
Ctr
VADC:HLOl-9124
VADC:HROl-9125
Ctr
VADC:HVOl-9162
Just
VADC:HYOl-9127
Unit
VADC:RSOl-9143
VADC:SBOl-9144
VADC:SCOl-9145
VADC:SHOl-9146
Ctr
VADC:STOl-9147
VADC:SXOl-9149
Prison.
VADC:TZOl-9151
VADC:VROl-9152
VADC:WHOl-9153
Unit
VADC:WROl-9155
RFP No, 2005-081-011
1
470
1110
17 FLU-FluvannaCorr Ctr
1
1012
2073
_18 GNV-Greensville Corr
1
447
1031
3'HVN-Haynesville Corr
1
1
92
79
226
162
1 ELF-Halifax Corr Ctr
2 ERR-Harrisonburg Dent
1
35
70
2 HAN-Hanover Juvenile
1
. 41
94
o EYV-Haynesville Corr
1
1
1
1
66
. 413
349
336
120
1011
799
827
o
10
3
11
1
1
55
563
89
1602
1 STF-Stafford Det Ctr
22 SUX-Sussex II St.
1
1
1
53
219
52
88
416
154
1
255
660
RSB-Rustburg Corr Unit
SBR-St Bride's Corr Ctr
SCX-Sussex I St Prison
SHN-Southampton Corr
0 TZW-Tazewell Corr Unit
2 VRG-Virginia Corr Unit._
2 WHP-White Post Corr .,.',
13 WRD-Wallens Ridge Corr
•
!
:.,j'
MaxPrm Daily Performance Report
Snitch Line
The Snitch Line value-added feature C?ll be provided by MCl to the DOC at no additional
cost. Upon request fot this feature, MCl will work with DOC representatives and site.
personnel to implement the feature and provide the necessary training to DOC staff.
';':!; .•
. The Snitch Line allows an inmate to express concerns or to report suspicious or criminal
activities to correction officials via an anonymous message. To enable this feature, the
lCS system installed at each location will be programmed to recognize a number that an
inmate can dial to report a crime tip. The lCS will identify the call as a Snitch Line
message and record it on the system hard drive, just as a call recorqing is stored. Snitch
Line recordings can be easy identified by facility staff. Because the Snitch Line
recordings are maintained on the lCS system in the same manner as recorded calls, each
.Snitch Line recording can be searched easily from an adniinistrative workstation using
the same search features that are available for recorded calls.
Each Snitch Lme r~cording will be enclosed in MCPs proprietary security envelope,
. which ensures the chain of custody by protecting the recordings from tampering or
alteration.
o
,Automated Inmate Data Exchange Progra~ (NCC)
Section 2
- Tab 6 - Technical Requirements .
240
-------------------------------------------------------,
Payphone and Inmate Telephone Services
-....L-
-,------------~---------------------------
Mel.
o
RFP No. 2005-081'-011
In order to streamline the PIN assignment process, MCr is also willing to offer the
Commonwealth an automated process by which the Commonwealth can send a PIN
infonnation file electronically (XML File Fonnat) to MCr in the appropriate data
exchange fonnat. Depending on the method selected by the Commonwealth,
implementing the NCC automated function of PINs could be completed within 30 to 60
days if the Commonwealth desires. The Focus 100 system in conjunction with our NCC
(Network Control Center) system will provide PIN account creation, updating, and
random automatic PIN' numbering if DOC so desires. All PIN assignments ,will comply
with DOC policies and procedures.
NCC would provide a mechanism for the Commonwealth to submit an agreeable source
of data for processing by MCr. MCr would provide feedback on any problems to DOC
regarding any issues with the creation or updating of inmate PINS. The data exchange
, would be handled by NCe through the use of an FTP server as'thetransport mechanism
to accept a full-dump of PIN data reporting from DOC on a daily bases, or at other
predetennined intervals.
The MCr NCC system comprises of three main players, namely DOC, MCr MAXSEC,
and VAC. The role of each player is explained below:
o
:, ",,'
,~, ~',:' ,"""
•
pOC uploads PIN data files to the FTP server.
•
MAXSEC is MCl's PIN support organization and systems. MAXSEC downloads
PIN data files from the FTP, server, determines PIN changes, and sends PIN
changes to VAC. ,
'
•
VAC updates rTS databases and configures inmate call privileges.
.Depending on DOC requirements, MAXSEC wiU sendto VAC a batch of PIN changes,
,at a frequency of once a day., V AC will check for PIN changes every 5 minutes. PIN", '
changes sent by MAXSEC .will be updated on theJTS' immediately. Additional detaif:
relating to the NCC proce,ss is b,elow: , '
• :MAXS'EC downloaqs PIN data' arid creates PIN changes (adds, edits, and deletes).
•
I
.
"
•
• MAXSEC sends PIN changes' to the NCC gateway.. server by inserting PIN update
, records into a table in the update database located on the NCC gateway server.
•
VAC scans the update' database every 5 minutes for new update records. For each
new update record, VAC upd'ates the site data using the update record and flags
the update record.
.
,
• VAC does real time replication of site data to the NCC gateway server: Inmate
database is replicated at both the. Plano, TX cluster servers and on the VAC
Richardson, TX cluster servers to ensure for a fault tolerant PIN administration
, system.
o
Section 2
Tab 6 - Technical Requirements
. ;1.
• "j
,
• DOC uploads PIN data to.FTP 'server (at an agreed upon frequency) .
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Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o.-2-00-S--0-S-1--01--1
MAXSEC runs queries against the NCC gateway server. Because VAC does real
time replication ofthe site data to the NCC gateway server, the data accessed by .
MAXSEC is the same as the site data.
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PIN Update Database
the PIN update database (pinUpdates) contains two tables that hold changes in pin data.
'Jheyare the tblPip.Changes and tbIAllowListChanges. They are shown below with their
:S,izes and MS SQL data types.
.
.
....
o
Section 2
242
Tab 6 - Technical Requirements
--~-----~-
------~~
*
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Payphone and Inmate Telephone Service!l
------~----------------------------R-F-P-N-o.-20-0-5--08-1--0-11-
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There are three kinds of updates, Add, Edit, and Delete. For each add or edit record, the
fields to be updated will contain non-null values. All fields that contain null values ·in.an
add or edit record must be ignored. Delete records will typic.ally contain fields InmateID
and ContractID only.
PIN Updates
The pin update ~ecord specifies the data to be modified and the operation field indicates ',;
what type of update to perfoml.. Ifthe operation neld value is U (update or edit) or D
(delete), the. ContractID, ~d In:rp.ateID field combll:ation serve as a unique key. to identify,
which record is to be updated or deleted. When an update is processed, the update record
must be time stamped in the TimeUpdated field.
o
Section 2
Tab 6 - Technical Requirements
243
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Payphone and Inmate Telephone Services
------------------------------------R-F-P-N~o.-20-0-5--08-1--0-11-
2.5-B. System C: Monitoring and Recording Equipment/System:
1.
General Conditions - Monitoring and RecordingCapability: System C is composed of
equipment to monitor and record telephone calls made using the inmate stations at the SCI's.
There shall be no charge to the Commonwealth by the Contractor for the telephone lines,
cabling, Contractor work, associated wiring or any other cost to install and maintain the
monitoring and recording system. For the most part the Commonwealth cabling and conduit is
provided. The DOC installs the house cable, inside station wiring to provisjon the inmate
stations, however in some instances Contractor may have to supply what is required to
complete the project, which would be minimal and would be handled by a case-by-case basic.
MCI Response:
MCr has read, understands and will comply.
a.
Monitoring and r~cordjng eqUipment shall be installed within the administrative building(s)
of the SCI's. The systero shall be configured so that real time monitoring can' not only be ,
accomplished from eacO..SCI Security Office and potentially from any new SCllocation(s) but
also from each SCI Superintendent's office, the DOC Central Office Security Office, and/or the
DOC Office of Professional Responsibility. All DOC-SCls will hav,e monitoring and record (.
'equipment/systems in ~acti Security Office. Each DOC-SCI security office monitors and
investigates their facility. The two (2) organizations as stated are 5-C Investigation Staff
Operations 1). Headquarter Security Office 2). Office of Professional Responsibility. Both,staW
operations shall be provided full access to the SCI inmate telephone control systems and the '
:;':SCI real time monitoring and recording system and their associated databases as well as the
i central processor and its databases. The Contractor shall explain how this ' remote monitoring
':requirement shall functiori \,.\lith its proposed systems.
MCI Response:
MCr has read, understands and will comply.
:mvestigators with the" appropriate 'access level may silently' monitor calls in progress
using the Integrated Call Recording and Call Monitoring Spy function ofthe'Focus 100.
Monitoring occurs via'the"m.vestigative workstation using bUilt-in or external speakers ':'
or an optional headphone 'set. The investigator can view calls in progress, select the 'One , "
to monitor and begin listening in a matter' of seconds. Monitoring is undetectable by the
calling or called parties. Ifdee:m.ed necessary (following discovery of harassment or
other threatening conversation) the investigator may disconnect the callin progress.
In additipn to standard live 'call monitoring, the investigator may scan all 'active '
conversations in a rotating sequence, hands free with,the option of stopping, on any,:call
that requires further attention. As shown below,the user may select an interval of
'seconds for which a live call is played before moving to the next sequential call.in'
progress. Most other vendors do not offer this hands free, auto scanrllng feature of live
,calls in progress.
o
,
'
,
Live Calls may be displayed in sequential order of preference by double clicking the
user mouse on the preferred field heading. For example, if you desire to have the calls
displayed in order of start time, simply double click the mouse on the "Start" field. To
•Section 2
Tab 6 - Technical Requirements
244
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Payphone and Inmate Telephone Services
-,------------------------~----------------
o
Mel.
RFP No. 2005-081-011.
have the calls displayed in order of Inmate PIN / ID, simply double click the mouse op.
that field.
o
Call Monitor in Progress
. . " Additional monitoring by PIN can be provided by using the Alert Groups to identify ,tbe
. •,:i H Inmate PIN, when attemptmii to :place a call will alert the user of such.
"."'.
. A Focus 100 workstation will :be installed at each facili:ty w:pich can be used by. DOC'
. personnel. Additional' workstations will also be provided for Administration and
Investigation. As mentioned, ~ach workstation consists of a Windows 2000 (or later)
'PC platform, keyboard, and mouse, along with a 17" color monitor and printer. All
administrative and investigative functions, including pr:ocessing of reports and ad-hoc'
queries, can be controiled through this workstation, based on the user's established level
of security within the system.
.
o
Section 2
Tab 6 - Technical Requirements
245
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-------------------R-F-P-N-O.-2-00-5-.0-81-.0-1-1
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Network
Virtual Private Network I WAN
The system will be cO!lllected via an Mel provided 128kb Frame Relay Wide Area
Network (W.AN) that· is secured· though a Virtual Private Network (VPN) that only
DOCs resides. Via this W.AN, remote administration may be performed by those:'.
A\ . .: , . , :
'~,iindividuals that have 'adequate password access. Remote administration may be',: I.'.? ;, ': ;'. ,oj· .• ,'..
performed by Mel tecbllidarid to 'facilitate the upgrade of software or for simple meaJ].8"!", . " "': ,.-:
.. : .. ,
'::of providing remote ,training to those that areon,:,site.. Additionally, administration-.··' ,. : "';i: :- .;.,., ".;; ...:.,::
.I..duties as detailed abovejp.; earlier. sections may be performed, either remotely or ansite.:, ...; ,::;;;.)":;':: :,:. '. ' .'
·The 128kb Frame Relay. network is considerably fast than the network most vendors :' :"'"
·:;i·:· ". ,'. '.... ::
provide (56kb)to allow :for quicker acces~ arid download capabilities when you may.
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.want to download and record calls and recordings from other facilities.
MCl's overriding commitment is to the operational excellence of all installed lCS
systems. Support of all systems continues after installation through extensive 24x7 .
remote diagnostics by both Mel's Site Monitor and VAC'sHost Monitor system and
24x7 access to our Technical Assistance Center.
Exemplifying MCl's Total Quality Management mission, installed system performance
is periodically monitored and evaluated for possible pJ:oductand process improvement. .
A ten month study was conducted on the System 100s installed throughout the Federal
Bureau of Prisons. The tabulated results reveal less than one minute of down time per
month. The study results summary is as follows:
o
Se~tion
-
2
Tab 6 - Technical ReqUirements
'---"~--~""---'--~
246
: ....
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Payphone and Inmate Telephone Services
.,-----------------------------------------Mel.
RFP No. 2005-081-011
o
Average Downtime
per site per month
35 seconds
E!ystem AvailabilitY
Percentage
99.9988%
The proposed system will be equipped with diagnostic capabilities that can be utilized
on-site or accessed via remote communications. Remote diagnostics include the ability.
to test trunks, telephones and make test calls from a remote site. Systems are constantly
monitored using these internal diagnostic capabilities. performance outside the
"normal" range of operations will trigger an alarm to notify facility personnel, MCI
Help Desk, the Technical Consultant or Project Manager and other key employees. In
addition, each system is polled nightly through an automated process. Any service,
condition encountered during this polling process, triggers an alarm to both MCl's Help
Desk and VAC's Technical Assistance Center for immediate investigation and
resolution, as appropriate, usually without the facility's intervention, or even the facility"',:' '
being '~ware that there may' have been a problem.
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b.
RAID (Redundant Array of Inexpensive Disks) storage technology is required in response
.
to this RFP.
o
Mel Response:
. Mel has read, understands and will comply.
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",,..The Focus 100 was engineered ,to provide 'cost effective solutions to ensure data,
"protection: and continuous call ,prQgessing. in" all ,but, the, most' extreme circumstances;:"':,.:,,
"The following protections are provided with the current release of the Focus 100.
"";;"
":The Focus 100 storage of the call detail records,-the inmate account database, and' the' (l
" call ,recordings is maintained on'RAIDS (Redundant Array oflndependent Disks) HSS:,::;"
(Hot Swap Spare) SCSI disk arrays.' RAIDS' HSS SCSI disk array.s provide the::
"optimum method of magnetic disk storage and -reliability. This high availability is
accomplished by using highly reliable SCSI disk drives to provide enterprise level
, reliability at the disk level. Data is written to the, disk array with parity striping across
all drives in the array in such a way that any drive can fail and the data will not be
,affected. By using the HSS (Hot Swap Spare) disk technology, if a disk drive fails it
will be replaced in the disk array with the "spare" drive wWch insures the disk array
again has the full compliment of drivescavailable in-case another drive failure were to
occur before the failed disk can be replaced. This effectively allows for two drives to
fail in a disk array without affecting data stored on the disk array.
o
.....
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In addition, an uninterrupted power supply will be configured into each' system
providing power for up to four (4)'hours of continuous power to the servers and the
workstation should commercial power be lost.
Section 2
Tab 6 - Technical Requirements
247
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I
Payphone and Inmate Telephone Services
------------------~----------~-RFP No. 2005·081·011
c.
The recording system shall include the capability to simultaneously record calls from all
inmate telephone stations in each SCI while providing audio outputs for monitoring randomly
selected, or preselected, circuits.
Mel Response:
o
MCI has read, tmderstands and will comply.
The Shadow digital Call recording technology. is an integrated component of the inmate
c~ll processing system and will record each and every conversation initiated through the
system (except identified attorney/privileged calls) twenty-four (24) hours a day 365 days
a year and at any ti:p:le a call is placed, even all calls'shnultaneously, which includes both
the inmate and the called party.
Even call attempts are recorded, the cali does not have to be accepted before it is .
recorded. This allows the investigators to monitor call attempts which is a major'
breakthrough forthe investigators that other vendors do not. support or offer.
, MCI will work with V AC to ensure that the Focus 100 ITS is configured to handle all '..
. traffic in a'1: 1 ratio that.will afford the system the ability to process each call at a facility '.
! ii, . utilizing 100% of all inmate phones at the exact time and will have enc:mgh disk space to, ,:.
permanently store all records (CDR & Recordings) for one (1) year, or longer iL·
negotiated with the DOC. Each inmate telephone' will be independently wired:fto the,,:.'; .
Focus 100 rcs and the outbound trunks will provide for a 1: 1 ratio allowing each:.phone···..:
. to be processed simultaneously.
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Phone Usage Report
Section 2
Tab 6 - Technical Requirements
248
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-,----------------------------------~~----
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,Mel.
RFP No. 2005-081-011
d.
The recording system shall include the capability to record at the DOC Central Security
, Office and at the DOC Office of Professional Responsibility in both live and re-record modes.
- Re-record mode is to record a conversation previously recorded at an institution. Operation
shall be marlUal as required or by preprogrammed instruction.
MCI Response:
MCr has read, understands and will comply.
The workstation at the DOC Central Security Office and at the DOC Office of
Professional Responsibility has the capability to record both live and re-record
previously recorded conservations. Such recordings may be made to Cassette or to CD
Rom, or optionally stored on the workstations hard drive. Operation may be manual or
may. be preprogrammed by using Microsoft's built in task manager.
2.
Operational Standards: The system for monitoring and recording inmate calls shall have
the following operational standards:
A software pa-ckage that includes, but is not limited to, the following items:
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1. ',: Software capable of maintaining an unlimited number of call records (based on storage
m,edia). A call recOrd is who made the call, date and tiine the call was made, the length of the, '
call and why the call was terminated: " ; '
,.
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o
MCI Response:
MCr has read, understands and will comply.
As calls are processed, the call detail, records (CDR) is stored locally on the RAID,
Array hard drive and a duplicate copy will be made and sent to the central database
server. This process will be replicated at each DOC facility, eff~ctively creating a
redundant copy of all call detail records (CDRs) generated by DOC facilities. The
central database server also will store a redundant copy of an inmate's PIN and allowed
list of call recipients. ,The CDR contains a:1l pertinent infolIDation about each call ,
attempt such as who made the call / PIN number, date and time the call was made and; "
disconnected, the length of the call, why or how the call was telIDinated, the estimated
''
cost of the call, etc.
Section 2
Tab 6 -:- Technical Requirements
249
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Payphone and Inmate Telephone Services
----------------'-----R-F-P-N-O-.2-0-05--0-8-1--01-1
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Because all of the relevant infonnation from each facility will be stored redundantly at :1 .
the central database server and updated on a call-by-call basis as each call is attempted, .
system-wide reporting will be available from any location on the WAN. This means ,,:,
that, for example, the chief investigator for all prisons will be able to query alhDOC .: ...' '.'
facilities for a CDR from any' workstation connected to the WAN without loggingjri.to'" .,.','
each facility and running the report request. Furthennore, our proposed solution will.'
safeguard the Commonwealth's mission-critical data from a single point of failure. :'.' ,
Should a catastrophic event, such as atornado or a direct lightening strike, disable the
" " .',
system, we will install a replacement platfonn and populate it with the affected facility's
data that i~ stored at the central server, and the recordings from the onsite backup device
. 2.
. :!,'
All call records s'hal! be 'stored 'on ~ite and avaiiable to the Sct on demand .
MCI Response:
.' ..
MCI has read, understands and will comply.
I~.t •
.
......
;
3,
Software capable of maintaining one full year of call records on site (based on storage
media). System management of these records shall be completely automatic and records
available on demand.
'
MCI has read, understands and will comply.
'RAID array mass storage drives will store one (1) full year ofall recordings on site, and
additionally stored on a backup device at ,each facility. Records that are part of an
investigation may be marked so that they are not deleted until such time as the block is
. Tab 6 -- Technical Requirements
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MCI Response:
Section 2
.
.
As explained in the previous section, all CDRs are stored on site and redundantly at the
- VAC and MCI offices. All CDRs are available to the SCIon demand.
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o
Payphone and Inmate Telephone Services
------------------R-F-P-No-.-20-0-5.-0S-1-.0-11-
removed. All records are available on demand automatically usrng the GUI
applications provided.
4.
All call records shall be stored.
MCI Response:
MCr has read, understands and will comply,.
All call records are stored both locally and off-site for redundant backup purposes.
5.
The system operator at each SCI shall only need to set the initial parameters of the
number of months to archive (up to 12) and the number of days to maintain on~line (up to 12)
and then management shall be automatic. After 12 months the oldest record shall be deleted
with the exception of records pertaining to on going investigations. Contractor must always
obtain permission from the SCI Security Officer prior to deleting any records.
~CI
Response:
Mcr has read, understands an<;l will comply.
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As reci~iI~~ within this RFP, ~elv:e (12) months of storage will be provided for stoIjilg ",
~f all recordings. CDR records: are, stored and maintained for tD-e life of the contract and
~ additional 7 years for hist'orical purposes. There is'no:need to set any initial
parameters as all parameters
already be sC}t t~ these values. ,Archives will, be
c~eated daily of both the CDR and the Recordings for backup p'urposes. Both CDR and
recordings are always online and readily available on demand. '
"
. ,.. ;
will
6.
Selection of archived months for on-line use shall be accomplished from a menu
selection. Contractor shall explain the procedure for retrieval.'
MCI Response:
",' .
MCr has read, understands and
will comply,.
There i's- no need to select from archives as the, data is' always online and readily
available. The only need for retrieval would be to restore a damaged RAID array, in
which case the MCr technician will take care ofrestoring all data. '
7.
The user shall be able to search and locate call records by any or all of the following
search fields in any combination:
'
o
a.
Area code
b.
Prefix
c.
Suffix
d.
Date or date range
e,
Time or time range
Section 2
,
Tab 6 - Technical Requirements
251
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Payphone and Inmate Telephone Services
--~---------------------------------R-F-P-N-o-.2-0-05--0-8-1--01--1
f.
Length of call
g.
Channel location on voice recording sy.stem
h.
Inmate station location code
i.
PIN
Mel Response:
MCr has read, understands and will comply.
All requested search parameters are available using the Focus 100 ITS workstation.
Additional search capabilities do exist.
•
.... ·.1
"Search Feature" - CDR Browser Ad-Hoc Query - This ad-hoc query function
enables administrative users of the system workstation to generate. a virtually
unlimited· array of inmate call record queries and reports. The user may
customize by inmate; called number, date, time, etc. Using one program, gathered
calls that fit the specified criteria may be printed, recordings played or archived
on CD for evidentiary use. The user may utilize 3-DES encryption for exported
calls to provide the highest level of security. Queries of particular value may be
saved and named for future use .
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CDR Browser Data Screen
Section 2
Tab 6 - Technical Requirements
252
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Payphone and Inmate Telephone Services
-------------------R-F-P-N-O-.2-0-05-.0-a-1.-01-1
•
The Data screen allows the user to view call records within a facility, select
parameters, view call details, play recordings, selectlbide columns, and sort data.
• Web Shadow fuvestigator - VAC's latest enhancement to the System 100
investigative toolkit is the Web Shaqow fuvestigator. Browser-driven, this multifunctional tool permits workstation users to:
o Create user-defmed Ad Hoc Queries to isolate suspect call records &
recordings
o Customize results display to include most critical data
o Monitor live inmate conversations
o Playba,ck recorded conversations
o Select various recordings, for export to CD (with or without encryption)
o Save time with quick recording download and Cp creation
o Mark selected recordings as protected for long-term on-line storage
o Create and store investig!3-tor notes ,with each recording file
o Define mUltiple user-spe~ific query "profiles" for on-going investigations or
tasks.
o View: full call detail for each recording with a single click
o Control recording playba~k speed
o Create user-defined target excerpts from a recording and loop playback
8. '. Password protection at the database and report levels.
..:1. .....
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MCr has read, understands and will comply.
. :.
The workstation provid~s user-specific, multi-level access control of all system
, . f . . . ......
functions. The Security Level Access screen (shown below) is used todetennine. the.,,;, ,. . : ." ". ::':',;::
access level for each facility staff member'.
For each security leve1, the access." ;:'.
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capabilities can be set for each feature, as indicated by the radio button." This access·,,> . :... ,: ',0"';,' .' .. ' -':'
ranges' from 'None' to 'Full' access. Full access allows the user to 'View, Add,':': : '
"" ..
Chang~, Delete' records or settings within the feature. Individual password protection . ,..
': ..i,.·
levels do exist for both the databases and the report levels and are fully customizable. ·
. '"
The following levels are standard:'
':'" '
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•
•
•
•
•
•
•
•
•
Section 2
CIPS OPR - Facility Operators
MON - Monitors
INTEL - Facility futelligence Officers
CID - fuvestigators
CHIEF INV ::..- Investigative Supervisor
TECH - Technical support, remote and on-site
SUPER - Facility HQ Supervisors
FACILITY HQ -Facility HQ Operators
ADMIN- VAC
Tab 6 -"Technical Requirements
253
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------------------~-------------RFP No. 2005-081-011
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9.
City. and state of any call shall be displayed with the call record by an area code and
prefix system. Any call recorded shall be able to be selected and the information displayed on
the screen.
Mel Response:
MCl has read, understands and will comply.
'Any and all information contained within each CDR is readily viewable on the
workstation monitor thus displaying the City, State, area code and prefix along with all
other CDR information.
o
Section 2
Tab 6 -Technical Requirements
",-----------,
254
:'. ::....
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Mel. ---------------------------------Payphone and Inmate Telephone Services
o
RFP No. 2005-081-011
10. The software shall generate a report of any call to a number under surveillance and
automatically generate an alarm to the system operator. The information associated with that
telephone number shall be automatically linked to any call to that number.
MCI Response:
MCr has read, understands and will comply.
The Focus 100 has two methods of" alerting DOC persOlUlel to calls from "hot
numbers". Authorized users of differe~t access levels may establish alert call settings·
based on inmate, inmate phone, or called number, as depicted below.
The Focus 100 system' allows the setting of alerts on an inmate's phone activity either.·,
based on the inmate PIN, or on the called number, or on a combination of both the."
inmat~ specific PIN and the called number. When an alerted call occurs, the call is .
displayed on the workstation of the facility staff member that is monitoring such calls. . ~ '.
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: 'Mci~s'\T~lue Added SNITCH feature also has the option to call an Investigator's pho;ne ...
.,1':';.-'.:,
number to announce an alert. This feature can be activated at the Commonwealth's .,:
'. :,
discretion. The alert notification system announces to the Investigator that an alert: ...
event.4.~~ occurred and requires him to enter a Perso:o.alIdentification Number (PIl'{) .aS~!i. " .' \" ~ "':" :: .:' ,
.securit5Ho ensure the correct person has answered the phone. Once the PIN is entered' .'
'.' ".:.: ",'
and vefi.fied, the system provides instructions to the Investigator that allows him to
identify the inmate(s) of the triggered alert and procedures to retrieve and play the
':: ',' ':. :!'
;
recorded. conversation of the alerted call. Once the user has listened to the recording,
an option is given to acknowledge the recording. If the recording is acknowledged, the
system will" no longer attempt to cont~ct the user for that specific alert event. The
system. only attempts to deliver notifications during specified time of day ranges as·,
":....:':'.,..
. defined for each individual. The al~rt is logged on th:e CDR record for the call oC.·· : :.,,:,,~.:. ;"'; '., >.!
interest for subsequent playback~ appending of notes and copying to a CD, if desired. ';..,:.: > ".,.,:},,,.,.',..:" ::: ;.!
"
,.'
:
,
:'
!"
~'iIn ad.diti~:m, the system contains ,the Alert Notification Report, which provides details·'::···:'i:·. '. ',., ".'.': :....;,i
. 'for all 'calls made by inmates placed on alert and calls made to telephone numbers that: ":" . ~ )","\ .;" ;~
'have been placed on alert status during the designated report period.
.;', ;,t:··... '
o
Section 2
Tab 6 - Technical Requirements
255
j',' ,
1:
.
, ::,
.. '
*
'Mel.
Payphone and Inmate Telephone Services
-------------------RF-P-N-o-.2-0-05-.0-8-1.-01-1
0'
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SNITCH will allow each '''hot number" to be' associated with a notification telephone'
number and alternate number. When the ."hot number" is called, the system then.
prompts a call to the -telephone or pager number previously designated by the
investigator. This number can bean:i designated telephone (cell or. any other number)
or pager number. In the event that the initial call is riot ariswered, a second number· Can.," '
.' '.
be designated as "aback~up'huinbef 'to alert investigators' of the targeted calL., :As",,,,, ... ,,;.,, ;"., ,,':
mentioned, the prirruii)Tand secondary ;numbers can be to any telephone number, be it ...: . ,~
',' office, residence, cellular, or pager:,
': . .l". r,:· ,:' ':'c' !.'.::,,:. ,;~: h',',
11. The inmate II) database shall be abie to contain the name, DOC Number, background
information, and free form notes about the inmate. Total flexibility shall be given to the user to
keep the type of information, which is deemed important. Reference 1-34 for the definition of
DOC Number. The user may ,deem specific PIN settings, information or restrictions important.
Examples (other than DOC Number, background information, and free-form notes) include: '
o
•
Time of day and/or days of week that a number may be called by PIN, group of PINs,
facility or system wide.
•
Maximum duration of a call from that number and/or PIN, group of PINs, facility or system
wide.
'
•
Maximum number of calls to a number or from a PIN, group of PINs, facility or system
wide per day/week/monthfamount, etc.
.
•
Suspension of phone privileges by PIN or group of PINs.
Section 2
Tab 6 - Technical Requirements
~
256
,\,
Payphone and Inmate Telephone Services
.,-----------------------------------------Mel.
RFP No. 2005-081-011
--..L-
o
•
Approved phone number lists by PIN.
•
Assignment of inmates by PIN to an individual telephone or group of phones.
•
Ability to access multiple inmate IDs.
Mel Response:
MCl has read, understands and ';Vill comply..
As required, each of the above parameters are provided within the Focus 100 ITS
platform. Time of Day- and Velocity for allowing call limitations, Max duration of calls
on the allow list or system wide.. Max number of calls. to a number as with velocity
limits. The ability to place phone privilege suspensions on inmates, requirement for
phone allow lists, assignment of inmates to specific phones or group of phones, and the
ability to access multiple IDs. Some of the details in perfomring these functions ·is·
detailed here below.
". '.
':0'
o
As required, the VAC Focus 100 will require a PIN authorization code to identify each.. ,..
: ..
inmate using the inmate telephones. Each time an inmate places a call, the inmate..
would enter their assigp.ed PJN, thereby tying_ all Call Detail Records and. call. .
'recordings to their PIN.. Furthermore, each inmate's PIN account will have a defined ,.
·list of allowed numbers. ("calling list") which they are permitted to call. Inmates: are·: .. ,!-;,~ .," ,..,.,' ,.'., .,.",.,., ''then strictly prohibited from calling anY'number that is ~ot either a) present on, their· .
i.""
,-personal allowed calling list or b) present on the Commonwealth and!or facility's '.
"'.' ',' ',.,: '.' a
. globally allowed calling.1ist.
,,
.... .':, ..;.
The System Timer feature is controlled using' the Workstation offering complete
flexibility by day of week and hour as seen below'. In addition to general operating
hours control for the entire facilitY., y Ac offers the option to control a group of phones. ,I
:orJildividual inmates ca.lling hours. For example, an il1l11ate who is a trustee may have!', ,:"3.:";'
,.":.,,
-:,: .,e~i.bhded calling houts'while 'an inmate who·ha.s· abused phone privileges may·be.,i·_::",... ' ';; ,-":,,.. :,:.
restricted to liniited calling hours. A separate holiday schedule may also be establishedi'i: .:. ,.; ""'., '.' ::.-':
in order to offer alternate ca1ling on these defined days. Once these _schedules are. :,,' :, . ,'I',.:'.. F'
established, calling is automatically controlled by the system. No admi,nistrative!':" . : , :',.
intervention is required.
!'. ,".
Section 2
Tab 6 - Technical Requirements
257
*
nnC:l.
Payphone and Inmate Telephone Services
----------------------------~-------R-F-P-N-O-.2-0-05-.0-8-1--01--1
o
".:
I:
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.
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Access Control
i
.....
"The Inmate Class of Service within the Focus 100 defines the overall level of access .
, .~·:given to an inmate. As sho.vm in the image bel9w, Call Duration and velocity mliLY be
:' ':;;iet as requested. This illcludes the flexibility to setthe total number of calls or m.illutes
',,''''<'.:
..j:" . ~~ rn'mat~ may makemany given day, week~ or mo~th.. It also allows for specifiG calL'
'. :'\'d~iations to be established by PIN. These calls or minutes can be divided between. ):. .. ~'r
". ·.··:~:Soliect and debit caUiD.g, if Implemented arid desired. This is 'depicted in the red dotted: '., ".:''',.
line circle in the example below.
.
'.
I
',.
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. ::
Ii
o
Section 2
Tab 6 - Technical Requirements
258
"
"
:.,.'
.. '
'.'.',
*
Mel.
Payphone and Inmate Telephone Services
-----.----------------RF-P-N-o-.2-0-05-.0-8-1.-01-1
o
...
o
: h...::'.
o
Access Control
!
.
.
Standard languages provided on the.Focus 100 platfonn are English and Sp~sh, but
... :
'additional ;languages may be cpnfigured as warranted. As desired, the inmate's'·:· ... :. . : , .
(:.!
l
"1 -langu.~ge: preference can be pr?vided by the D?C .with his PIN and automatical1.y.,' ;,t.:,:i' '.;, :.: J'::::. (,::cl
selected for all further conversations. When PINs are ill use, a language preference may' .:~ '.:: .,.... ' .
.! "also be;selected for each allowed number; Calls placed to that number would utilizeJhe,;·t; .,';.>r:::. '.1'.:. ':: ~ . . ',:;: f.
:;specifreddanguage .automatically for the called party announcements. The inmate is(···o,.': "i :,!;. /' '"
never allowed to affect the language selection of the called party during the call. " The :;;:;....: ,.\'
Focus system is capable of handling additional languages at the request of the
.' .'::
Corrnnonwealth and upon mutual agreement ofMCI.
:. : ,,:':.
I •.
Section 2
259
Tab 6 - Technical Requirements
....
_-
".---"--.-,,
..---.-------~,
~
Mel.
Payphone and Inmate Telephone Services
----------------'----..;...R-F-P-N-O-.2-0-05-.0-8-1.-01-1
o
Allow List Detail
o
·J'he" Focus 100 will utilize an authorization qode to identify each inmate utilizing ,'the' ,'", ,; : ' ! '
'inmate telephones.' Each inmate account
have a defined iist of allowed numbers,
";:;., . :'"
:-:
("calling list") which they are permitted to call. The size of this list can be defined by.
the Commonwealth. In addition, the Foeus 100 ITS, unlike other vendors allows the, ' "
customer to specify, a "global" list of allowed, numbers which are accessible by all
, :':" ':,inmates. These numbers donpt ,impact the: inmate-specific calling list. Inmates are ':
,,i,, ':',
.,:",,,{,;,;',.
" :_:,:",):" strictly prohibited.from calling ~any number that ii> not either a) present on their personaL :,' :,; ';, : :", "~~': ,:,' <;, i
",,,' ". allowed calling list or b) present on the globally allowed calling list.
will
i' :
. i~
'
.
"
.,::,:'"
the screen below'demoristrates, each'number listed on the inmate's calling list:, can" ,,' r,>,',_:";:
",':';:;"have'a variety ofparanieters ;associated. Each entry can have a description of..the:
, 'number; the preferred language of the called party, a RecordIDo Not Record indicator:" a"
"
restriction to all allow Debit and/or Collect calls and'the ability to Alert calls by. ,that.: : '
inmate to that calledilUmber:
" :,',:
, ',,!
,.":,,J' As
1 ,'.,
Section 2
Tab 6 - Technical Requirements
260
'
:,'
! ,.',':
•. j
i
!
*'
Mel.
Payphone and Inmate Telephone Services
------------------R-F-P-N-.:o.-2-00-5--0-81-.0-1-1
i.
"':i:
.
.
.
.
Allow List Detail Specifications
.
The Inmate Phone List Self-:-Leamfeature allows an inmate to place calls until its phone
"list' contains the maximUm allowed telephonenuinbets. This is a way to reduce the,
. ,;' " n:iimber of hours a ,PIN Administrator would be required' to enter numbers on,. an.' .
inmate's allow list.
i' ,~ '.
I
." 'Telephone numbers that are not routed, such as blocked or misdialed numbers, will ,not' :,: ., .. " ,
'be'; !added to the inmate's list. When the inmate phone list reaches the maximum" ; .
"allowed telephone numbers then the inmate will only be able to call the numbers on his: " .
list:""For a new number to be added one ofthe existing numbers will have to be deleted. "
Imnate Phone List Self-Leam mode is activated when the "Self Learn" option is '
.. selected in the Inmate Account window and the phone is also selected as "Self Learn" .
in the Telephone Location Maintenance window. If either the, inmate or the phone does
not have Self Learn selected then the phone list will not be updated when the inmate,
places calls.
261
Tab 6- Technical ReqUirements
Section 2
....
_._._-_...._._._..._•....._---_.......
.
---....
.--.
.......•.. --.-..
- - .. -.... -_._ _ - - - - _ . _ - ....
Payphone and Inmate Telephone Services
-.,.L...
o
-~--------------------------------------------
Mel,
RFP No. 2005-081-011
Self-Learn Option Selected
','
.
;:
The Focus 100 system allows a user with the proper authorization to "suspend" inmate
. calling' privileges indefinitely or for 'a fixed number of days. While suspended, the .
inmate"will not be able to call any numbers except privileged numbers.
.
:".l~;'.
..~: ,
'-:'.
.~
.
Suspension - The facility staff has the ability to suspend an inmate's calling privileges ... :..
. .', '.'
Duringthis period, an inmate.is not allowed to make calls. Suspensions are set for day 1_.. '. f.,;". ".. .. . . I'
'iricrem!ents;~ Suspensions in day increments begin immediately and expire at midnight. .. : ,:.:.!'...
,.,.'"
"
Once' a'suspension has expired, the 'inmate's account will automatically be accessible.: .:. ;' ... ' .again. 7~ir accounts that are suspended are listed 'on the Currently Suspended Telephone
;'
Accounts'report for easy viewing.
;
Section 2
Tab 6 - Technical Requirements
262
- - - - ----------
*
Mel.
Payphone and Inmate Telephone Services
------------------R-F-P-N.....:.o.-2-00-5.-0-81-.0-1-1
\~:~\
\0
Suspended Inmate Reference
••
•. ; :
i".
'
..
, ~ . .'
Section 2
Tab 6 - Technical Requirements
263
"'Payphone and Inmate Telephone Services
-,-------------------------------------------·Mel.
RFP No. 2005-081-011
The Curren.tly SusPfmded TeJephone At;(;qunts report· lists al/in,mate telep(101l9 accou,hfs·~~hose .
cal!ingptivileges have·been suspended. ·Reco.rds.are sorted by Inrnate. DOGNumbe:r. andj'itl1~n by
d~te of sospension. The: Gl!!rrentlySuspended Telephone Accounts r€port'di~plays tile'following
info.rmatIon:
..
.
• Facility. Name
• Facility':(~bde
• 10 (inmate!s ID number)
• Inmate name
• start Date' (susp~nsion will P9g:anl
• End Date {suspension will.end}
• D.aysro. be StislJ.e'nde;d
• DaysA!re.ady 'SilspendeQ .
• ·S.usperid~ Days Left
• Total Nu'mber of:SllspetldedAccO'iint$
~l?~~~t~Ngwr?~Qg~:;~
·~~~\~ifu~;:i~~W~~g:. '
.";;""
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~~~.~~~
.. +.-,.- - - : - .~.--.--.~~~+~~
::J~~:~.~t~~~*;~#~,.t.~~t~~~~n~·
:~;
The TELEPHONE ASSIGNMENT function within the Inmate's Account Information
(profile settings) allows the Commonwealth to assign inmates to an individual
telephone or a group of telephones for example in their assigned living unit or pod. As
well as the ability to set a phone schedule for an individual inmate.
-------------
...,
....... ,
__...,....,..;-.:ii.----.:.,-.".,.,...~..,....---....,A,./
Suspended Telephone Accounts Report
Section 2
.•.
:.;.,,~,: ,.,.,.~
Tab 6 - Technical Requirements
264
Payphone and Inmate Telephone Services
.....J-
.,-----------------------------------------Mel.
RFP No. 2005-081-011
Inmate Phone Schedule
::
','
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Inmate Call Limitations
265
Tab 6 - Technical Requirements
Section 2
.
---_..- .._--- -.--- ....
'
.. _--_.-
_. -_ ..
__ ..._.._-_ _--_._._.__._-------._._--_.
.
*'
Mel.
12.
Payphone and Inmate Telephone Services
------------------R-F-P-N-o.-2-00-5.-0S-1-.0-11-
The directory and filing system of the software shall have the ability to maintain all the
various types of data files for future use.
MCI Response:
MCI has read, understands and will comply.
The Focus 100 system operates upon the Microsoft software platfonns, thus affording the
opportunity to be robust and expandable for future use of various types of data files. The
system currently. affords one the opportunity to export search results that is capable of
being imported into other applications.
13. The software package shall contain the ability to generate reports. Copies of current
standard reports shall be supplied with the proposal. The package shall be capable of
generating these reports at a preprogrammed time and upon demand. These reports shall be
sent to a printer, a screen or to a disk. Automatic reports shall include inmate, using agency,
staff and group reports generated from the information stored in specific databases; These
reports shall be able to be manually produced at any time as well. Contractors shall delineate
standard reports offered by the proposed system.
MCI Response:
MCI has read, understands and will comply.
.
"
",,' ;',"
Reporting featUres are listed below. Reports are provided in a WYSrwYG (What You
See Is What you Get) format on the provided workstation monitors. Each report may be
viewed and / or printed or exported to· disk, diskette or any attached storage device.
Copies of sample reports are provided at the end ofthis Tab 6.
The Focus 100 has a wide variety of reporting options. Using the Administrative
Workstation, system administrators and authorized facility staffwith the appropriatdevel
of ~ecurity access can generate, view, and print standard reports. Additionally, custom
reports can be created if required~
There are approximately forty standard reports that are available and are easily accessible
using a GUI interface on the system or via the web browser. These reports are indexed
and tabbed by the following categories: Financial Reports, Maintenance Reports, and
Investig~tive Reports as follows:
Section 2
Tab 6 -Technical Requirements
266
*
Payphone and Inmate Telephone Services
Mel.
RFP No. 2005-081-011
-
.~~.-- ..-.. -..-"-. ,."-"" . ,- .. ..-,-,-..
Inmate PepO!ilts
-~~.........."----..'-..-' ..---'-
B.~_1![L~~_,=,:~,:~=:::==:::::.:~~=:=
Financial Reports Menu
....
.
"
~
:
,..
-:':,'1
"
.1. ;:.:
Investigative Reports Menu
Section 2
Tab 6 - Technical Requirements
267
~
Payphone and Inmate Telephone Services
-,--------------~-------------------------Mel.
RFP No. 2005-081-011
Financial Reports
I Description
, Call Refund
"
'
Generates and prints a summary transaction report when a
Call Refund transaction is perfonned.
Provides a list of collect and debit call activity for: a day O:r',i, :"
date range .
....:
\'
.
Financial Transactions
Provides a record of the total number of financial
transactions for an individual inmate .
Inmate Deposit
Provides a record of individual inmate deposits.
Inmate Reconciliation
Offers a detailed reconciliation of an individual imnate' s
debit account.
"
Maintenance Reports
Section.2
I
Description
Tab 6 - Technical Requirements
268
*
nnC:l.
Payphone and Inmate Telephone Services
------------------------------------R-F-P-N-o.-20-0-S--0a-1--0-1-1
CityNPA-NXX Search
Provides the city and state for a particular NPA-NXX.
Local Exchanges
Provides area codes and exchanges that are designated for
the local calling area.
Non-Area
Code/Exchange
Attempts
Provides record of call attempts to invalid area codes.
Percentage Grade of
Blocking
Provides hourly call traffic information showing the number
of calls attempted, the number blocked by traffic, and the
percentage blocked. The report can be obtained by.: entering
the desired report period.
State By NPA Search
Provides the state for a'particular NPA (area code).
-
Inves~igative Reports
.
r
f:
.1 Description·
" Account Telephone
.Number List
Provides a complete current list of allowed numbers
associated with~ specified inmate account.
.: Alert Notification
Proyidescalls made by inmat~s placed on alert and calls
made t~ telephone numbers that have been placed on alert
status during the desired report period. The report can be
obtained by entering the desire~ report period.
'.','
L··
Approved Telephone
.Numbers Search
Provides a list of the inmates that are allowed to call specific
telephone numbers. The report can be obtained by entering
the telephone numbers and the desired report period.
Call Detail
Provides the completed calls by inmate (in the order that
they were placed) over a specified time. The report can be
obtained by entering the inmate and a specified time frame.
Calls From PIN Not at
Facility
Provides all inmates' attempts to place calls with Invalid pm
numbers. The report can be obtained by entering the desired
report period.
Section 2
Tab 6 - Technical Requirements
269
'"
*"
Mel. ---------------------------------Payphone and Inmate Telephone Services
RFP No. 2005-081-011
Investigative Reports
~ ~", ~'.:.
:
'. :'
I Description
Chronological List of
Calls
Provides a log of the calls attempts (successful and
unsuccessful) in the' order that they were placed. The report
can be obtained by entering the type of call (collect, debit, or
both) and the desired report period.
Currently Suspended
Telephone Account
Provides a list of inmate telephone accounts where calling
privileges have been suspended during the desired period.
The report can be obtained by entering the desired report .
period.
-
Extra Dialed Digits
Provides a list of all calls w:Q.ere extra dialed digits were
detected during the desired period. The report can be
obtained by entering the desired report period.
Frequently Dialed
Numbers
Provides a list of the telephone numbers called more thanj·a·, .. , .
specified number of times within a specified range of dates ..
The report can be obtained by entering the ~um number
of calls to the telephone number and the desired report
period.
Inmate Directory
Provides a log of all inmates. The report can be obtained by
entering the desired report period.
Inmate History
Provides all transactions associated with an inmate telephone
account over a specified time including commissary account
debit calls, 'collect calls, deposits, refunds, transfers, andlor
changes to inmate telephone list. The report can be obtained
by entering the inmate and a specified time frame.
,i".
-
Inmate Transfers
Provides a list inmate telephone accounts that have been
received or transferred during a specified time. The report
can be obtained by entering the inmate and a specified time
frame.
Locally Blocked
Telephone Numbers
Provides a.list of all phone numbers blocked by the local
facility.
Section 2
Tab 6 - Technical Requirements
270
*
Mel.
Payphone and Inmate Telephone Services
--------------------R-F-P-N-o~.2-0-05--0-8-1--01--1
Investigative Reports
.. ,... ' .'.
I' Description
New Inmate(s)
Provides all inmate telephone accounts added during the
specified time period. The report can be obtained by
entering the desired report period.
Quantity of Calls
Placed
Provides a list of all inmates that have placed calls in excess .
of the user-defined number of calls in a specific time period.
The report can be obtained by entering the minimum calls.
threshold, type of call (collect, debit, or both), and desired
report period.
Quantity of Minutes
Called
This report provides a list· of all inmates that have placed
calls in excess of a user defined total amount of minutes in a
specific time period. The report can be obtained by entering
the millimum amount of minutes threshold, type of call .
(collect, debit, or bo.th),. an,9- desired report period.
•
"
.
",:'
, Released Inmates
SpeedDial Search
'!.' .
System-wide Blocked
,TelephoneNumbers
i.'·'.. : .. ·· ' .
1.:,:..
:.
"
'.'
•
I
.
.
.. ..
. Displays inmates released and removed from the inmate ,.:. ' , '.
telephone system. -The report can be obtained by entering
the desired report period.
Displays inmates who have called the same telephone .
number during a specified time. The report can be obtained
by entering 3-:digit speed dial codes.
Provides a list of all phone numbers globally blocked
throughout the prison system.
.. " .!.
.,'
~
,
;., .Telephone Numbers
Called by More than
'.. One Inmate
Provides a list of telephone numbers that have been called by
a user defined number of inmates within a specific time
period. The report can be obtained by entering the minimum
number of inmates calling and the desired report period.
Telephone Numbers
Listed in More than
One Account
Provides the telephone numbers that are on more that one
inmate's 11st ofnumbers allowed to be dialed. The report
can be obtained by entering the minimum number of inmates
calling and the desired report period.
Telephone Number .
Provides a list of all calls made to a user specified telephone
Section 2
Tab 6- Technical Requirements
.271
----------------------------------------------------.---------------------------------
Payphone and Inmate Telephone Services,
-,-----------------------------------------Mel.
RFP No. 2005-081-011
--..L.
Investigative Reports
.
;
:
Usage
number(s). The report can be obtained by. entering the
telephone 'number, type of call (collect, debit, or both),
completed, uncompleted~ or both calls, minimum call
duration, and a specific time period.
Toll Free Numbers
Called by Inmates
Provides a list oftoll free numbers (800,866, 877, 888 etc.)
called by inmates. The report can be obtained by entering
the desired report period.
-
Three-Way. Call Detect
Provides a list of how many Three-Way. Call attempts were
detected. The report can be obtained by entering the desired
report period.
In addition to a pre-packaged CDR report, a flexible, user friendly. CDR Browser ad hoc
query feature will be provided. The presentation format can, be customized to:
'.
.,'
j"',,-
I Description
.:
,
"
•
Display or suppress any 'stored' piece of information about a call record,
•
Sort ascending or descending on any of the fields selected,
•
Select for one or more values, in each selection field (e.g. mUltiple originating
stations, multiple called numbers)
•
Allow wild card search criteria
•
Select for a range of date~ and times,
•
Search calls ofa sp'ecified 'length
•
Search calls of a particular
. '. type
..
•
Any call selected can be played by users with appropriate security authority. as
well as exported to a CD for evidentiary use
•
Save frequently used ad hoc queries for future 'use.
.."
':1 .
,';
!
The user will enter the GUI interface, select their search criteria for a specified report,
click on the preview/print button and view the report results. A screen shot of the system '
interface GUI depicts how the useris allowed to define the parameters to be applied to
produce the customized report:
8
Section 2
Tab 6 - Technical Requirements
",
272
-..,.L..
Payphone and Inmate Telephone Services
-,------------------------~--------~------
Mel.
RFP No. 2005-081-011
.()
r::v"
. AdHoc Report Screen 1
. Section 2
- - - - - - - - .. -.-.-........ --- ..
Tab 6 -Technical Requirements
273
-~----------------------.--------
~
Payphone and Inmate Telephone Services
-,------------------~----~----------------'Mel.
RFP No. 2005-081-011
(~
AdHoc Report Screen 2
Ie)
u
Section 2
Tab 6 -Technical Requirements
274
----~----------------------------------------------------------------------------------------'
-...1-
Payphone and Inmate Telephone Services
-,----------------------~--------~------
Mel.
RFP No. 2005-081-011
(~'I\
\J
AdHoc Report Screen 3
G
Section 2
Tab 6 - Technical Requirements
_ _ _ _ _ _ _ •. __ .... _ _ _ _ _ _ _ _ _---'-_ _ _ _ _ _ _ _ _ _ _ _ _
~
275
_ _ ___'__ _ _ _ _ _ _ _ _ _ _ _ _I
*
Mel.
Payphone and Inmate Telephone Services
------------------R-F-P-N-o.-2-00-5-.0-81-.0-1-1
AdHoc Report Screen 4
o
Section 2
--------
-
--
Tab 6 - Te.chnical Requirements
276
.. _--- _.-- .. - - - - - - - - - - - - - - - - - - - - - - . , - - - - - - - - - - - _ . _ - - - '
'*'
Mel.
Payphone and Inmate Telephone Services
-----,---------------R-F-P-N-o.-2-00-5--0-S1--0-1-1
AdHoc Report Screen 5
14. The system shall make available to the operators of the system a selection of
informational viewing screens. For example, the telephone summary screen shall provide a
listing by PIN of all outside numbers called, and a listing by called telephone number showing
what PIN's are calling it. Copies of standard reports shall be supplied with the proposal.
Mel Response:
MCl has read, understands and will comply.
Copies of sample reports are provided at the end of this Tab 6. The Focus 100 sy.stem
provides the features requested. The flexibility of the search screen allows for the
. operator to enter any search criteria desired to find the results you are looking for,
including but not limited to a listing by PIN of all outside numbers called and a listmg
by called telephone numbers showing what PIN's are calling it. An additional report
that may be of use in the same line of requests would be the report showing the most
frequently dialed numbers and the inmates that are dialing these numbers.
Section 2
Tab 6 -Technical Requirements
277
-...L-
Payphone and Inmate Telephone Services
-,-----------------------------------------
Mel.
RFP No. 2005-081-011
Frequently Dialed N!lmbers, Parameter Screen
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Section 2
Tab. 6 - Technical Requirements
278
.*.
Mel.
Payphone and Inmate Telephone Services
------------------R-F-P-N-o.-2-00-5.-0-S1-.0-1-1
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Section 2
Tab 6 - Technical Requirements
279
Payphone and Inmate Telephone Services
-....1-
~'----------------------------------------------
Mel.
RFP No. 2005-081-011
0"
CDR Browser Screen
15. The system shall provide a case summary screen to include all numbers called that are
under investigation and linked through the same case number. Copies of current standard
screens shall be supplied with the proposal.
Mel Response:
Mer has read, understands and will comply.
Copies of current screens are provided at the' end of Tab 6. The Alert Notification
report displays all accounts or telephone numbers placed on an Alert Status indicating
that they are under. investigation and can be linked together with an ro' Number. A
copy of such report is listed here below.
Section 2
280
Tab 6 - Technical Requirements
.... _ . . . . . . . _ - _ ....
_
....
_ - ........
__
...........
_ - - _ . _.. _._.._ - -
, Payphone and Inmate Telephone Services
...J.-.
-,--------~------------~--------~-------
Mel.
RFP No. 2005-081-011
Ttl:~.Afeit Notification reporlrlispi.ays :a~I:,a;Gtpl.Ints8r t~[epf;lon~nlUlJ.i1b,er.s, p.la:c;ed'ql~"AI$dstatus byihe ' ,
fuc,ilitystffif. This [s il"8;gardiess'ofWhefue'rlhe:a~~rlv~.a:s fpr ~11 calls bya"particlilar fnmate or calrs itO: a '
parTIcular number. An .alerllP~ac~d"qn
account occurs if th,e inma.te does!n6fh~e a phone"list .Bnd
.places a ~.1,·tQ a, telephone f;lumb~rJn~t:'ha,s.'<i!lil'a!E?rt" Tpe a~mty,tos~e' gll,a[e.~~~~n:Jetennlned :byfue ".
seq.ariLy. [~\lf?I~of ine User 10 req~ei:i.fibg'1Ji~: repQJi Th.e i\J.\3!rl; N.o~ftcation r~pqrl qfsplayp thefqno1Ni~g
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The system shall pro~ide a 98/NTIWindows 2000 compatible operating system.
MCIResponse:
Mel has read, understands and will comply.
Section 2
Tab 6 - Technical Requirements
281
Payphone and Inmate Telephone Services
--.L-
-,----~--~-------------------------------Mel.
RFP No. 2005~081-011
The Focus 100 operates on the Windows 2000 or later operating system.
b.
A hardware package that includes, but is not limited, to, the following items:
1.
The recording system shall be an archival storage/retrieval system designed to provide
recording· of the total number of inmate stations, plus 30% for growth. The equipment proposed
shall be designed for continuous recording operation, including silent periods, i.e., 24 hours per
day, 365 days per year. Silent periods are when the phone is opened and operational, however
when the phone is not in use no recording would occur.
Mel Response:
MCI has read, understands and will comply.
The Focus 100 ITS has a state ofthe art integrated recording system built with a RAIDS Mass Storage array with hot swappab1e power supplies and hard drives. This allows
for the upgrade of the mass storage drives at anytime without loss of data The system
will be provided with enough mass storage to record· all phones. simultaneously.. with
more than 30% of growth potential.
2.
All equipment supplied under thisRFP shall be completely operational when installed.
. .;'1'
Mel Response:
MCI :(las read, understands and will comply..
The Focus 100 ITS will be built to the specifications required for each facility and wilL
have a burn in period.that will ensure that the system will be fully operational when
installed.
3.
SerVice technicians trained by the equipment 'manufacturer shall be available to respond.
daily in the event service is required .
. Mel Response:
MCl has read, understands and will comply..
In conjunction with V AC, ShawnTech and the lead MCl technician dedicated to the
Commonwealth will be responsible for managing the installation and maintenance. of all
call control, call processing, and call recording equipment. ShawnTech will also be
responsible for the installation and maintenance of the inmate phones. All technicians
will be certified in tniining of all V AC equipment and systems that are to be installed
within the Commonwealth.
Our proposed maintenance solution will give a single vendor,. ShawnTech
Communications, the -responsibility for all on-site equipment and system maintenance.
ShawnTech will also maintain the irimate telephones, station cabling, inmate
communications access lines, and the call control, recording and monitoring systems
equipm~nt at each DOC institution. By using a single on-site maintenance vendor, we
C)
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Section 2
Tab 6 .-Technical Requirements
282
-------------------------------~~-------------------------------------------~--~------,
~
. Payphone and Inmate Telephone Services
-,----------------------~~--------~------
Mel, .
RFP No. 2005-081-011
(~\
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have eliminated the potential for confusion and finger pointing that can occur with
multiple vendor maintenance solutions.
ShawnTech will maintain an in~state presence and maintenance with five (5) fully trained
technicians tha,t will be strategically located within the state that will be able to provide'
overlapping territories. ShawnTech also has additional field technicians in neighboring:
states that could provide assistance if required .
. VAC and MCr also have maintenance facilities and staff throughout the United States·
that could be made available for assistance and dispatched to any of the DOC sites,
should the need arise.
4.
The selected Contractor shall supply a comprehensive operational manual to each
location monitoring and recording eqUipment/system is.installed.
MCl Response:
'.'
..
MCthas read, understands and will comply.
A complete set of reference manuals that details installation specifications will be
provided by facility which includes. not only comprehensive operational and reference
. manua1s~ but copies of the actual site surveys performed)' matrix of phone installations, "
PINs, CDRs, etc.
B.,
5.. "The Contractor shall be responsible for the installation of all equipment proposed.
; MCI Response:
MCr has read, understands and will comply.
rtis understood that all of our installation and support staffwill be responsible for the
install~ticin of all equipment proposed.
.
."', .
6,
Equipment covered bythis'RFP shall be supported by a service response network
conSisting of a 24 hour on line system diagnostic center, accessed by a toll free services
800/8~8/877/etc number, to provide system monitoring, servic,e alert and rapid service dispatch, '
'
' . "
.
if re'qLiired.
Mel Response:
, Mcr 'has read, understands and will comply.
Anytime there is a question, as to maintenance issues, support of any kind, the DOC will
have a list of all contact numbers. There will be a primary contact that will be dedicated
, to the Commonwealth of Pennsylvania, and there. will be a list of additional contacts
that· the DOC may contact at any time.· 111 addition to the dedicated Technical
Consultant for the DOC, the 24 hour Help Desk can always be contacted directly to
answer questions, report problems, or any other technical assistance. Voice Telephone
.
(Toll Free Number): Mer Ticket Desk (800) 743~4569.
Section 2
Tab 6- Technical Requirements
283
II'"
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Payphone and Inmate Telephone Services
.,-----------------------------------------Mel.
RFP No. 2005-081-011
-...L-
7.
A master control module/workstation shall be supplied that can fully control the proposed
system.
MCI Response:
Mer has read, understands and will comply.
Mer will provide workstations as required within this RFP.
Each workstation will have
the same feature and functionality limited by each user's access / password level. With
the proper password authentication, a user can control any system within the
Commonwealth's Wide Area Network that is provided by Mer.
":
~Ol1ltlPlex 170L MT Celeron DOptlPlex 170L
MicroTower Celeron:
Intel® Celeron® D Processor 320 (2.40GHz, 256KB, 533MHz FSB)OPERATING
SYSTEM(s):
Microsoft® Windows® XP Professional, SP2, with MediaFile system: NTFS File System
for all Operating SystemsMEMORY: 512MB DDR Non-ECC SDRAM, 400MHz, (1 DIMM)
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Floppy: 1.44MB 3.5 Inch Floppy Drive
Mouse Pad
KEYBOARD: Dell USB Keyboard, No Hot Keys
Mouse: Logitech USB 2-Sulton Optical Mouse with Scroll
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Monitors:DeH 17 inch E773s' (16.0 inch viewable).Convehtional·CRT'
Audio Solutions: Integrated Audio
Speakers:Dell™ A215 Speakers
Removable Media Storage Devices: 4BX CDRW
Graphics Cards: Embedded Intel® Extreme® Graphics
Integrated Network Adapter (NIC):lntegrated Inlel10/1 OOMb LOM wI rem ole wake-up
Energy Star Setting:Energy Star Enable
8.
The control unit shall act as a system controller and shall provide all control and
monitoring for the proposed system.
MCI Response:
Mer has read, understands and will comply.
8
Section 2
Tab 6 - Technical Requirements
284
Payphone and Inmate Telephone SelVices
-L..
-,------------------------~--------~------
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Mel.
RFP No. 2005-081-011
The System 100 is housed in a space-efficient cabinet that contains all system
components and provides easy access to system. The focus 100 is an integrated system
controller which controls; records, and allows for monitoring of all inmate calls from a
single unit.
VAC and MCI will install a state-of-the-art fully automated inmate call management
system to meet the'specific needs of the CUSTOMER. This CPU based system is based
on proven telephony technology, designed. specifically to operate with the highest
degree of reliability in the challenging environment of a correctional setting. V AC
developed the proposed system on a foundation of accurate, reliable call processing followed by the integration of an extensive array of call management features and
investigative tools unparalleled in this industry.
As speci:qed, the proposed system will provide inmate specific controls using a Personal
Identification Number for each inmate. Each inmate PIN account can be further .
managed through the use of a limited allowed call list, call duration control, calling
hours control, and defined phone access.. Each and every call attempted through the
system generates a call detail record. This record is the cornerstone to the system's
. investigative capabilities. VAC offers' a'variety of means to s~arch call records (CDRs)
bY'inmate, called number, date, time, or inmate phone. Harassing phone calls can be
quickly isolated and the offender identified using CDR data. In addition, each call, will'-;
be digital1.y recorded using VAC's Shadow technology. Through that same CDR, the ,',..
'" .
investigator may quickly retrieve and play the recorded conversation.
.':,
'
.
MCI will:provide the Focus 100 Call processing technology along with the required,
investigative and call control features specified by the Commonwealth. BothMCI's; .
and VAC's team of seasoned professionals will install and test the system and·.will .'
. provide training to appropriate facility persOlUlel. fu addition, VAC will provide both ..'\
remote ~d local technica~ support to (~rj.me) as needed throughout the project duration. ,c. c"" :,
Inmate Telephone Capacity Up to 270 stations x 216 trunks
.Dimensions
Section 2
23.5" x 31" x 76"
Tab 6 - Technical Requirements
285
-~---"--~--'---------
*
Mel.
Payphone and Inmate Telephone Services
--------------------------~------
RFP No. 2005-081-011
Environmental
Temperature: 35-90°F; Humidity: 2-98% noncondensing
Power Requirements
115VAC, 20 amps
FCC Certification
Meets the requirements of FCC Part 68 and Part 15
Voice Network Interface
Operating System
·,
WindowsXP
9.
The control. unit shall provide a channel audio activity monitor. This monitor shall provide
visual indication of active audio ,recording. pr active playback audio by channel.
MCI Response: .
MCl has read, uriderstands and will comply.
....
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As detailed in previous sections, remote access is' available to investigators and DOC
personnel for the purpose of monitoring calls. The VPN network and Frame Relay
capabilities that MCr is offering, will allow remote and local users to access the entire
network and any facility within that network as though they were physically attached to
that res server 8:t the faci1ity.Monito~ng of the audio. activity is performed form the
the Live MOllltor
Scre.en.
.
.
workstation by viewing
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Section 2
Tab 6 - Technical Requirements
286
.
;
*
Mel.
Payphone and Inmate Telephone Services
------------------R-P.-P-N-o.-2-00-5-.0-81-.0-.1-1
",f,"
Live Monitor Screen
.
: •...
Administrative
\iVorkstatton
Remote Monitoring via VPN
Remote monitoring is performed just like any other monitoring at a facility whether live
playing back a recorded call. Simply select the call to listen to, and with the click of a
button, you are momtoring that call.
Monitoring occurs via the investigative workstation using built-in speakers or an dPtional
headphone set. The investigator can view calls in progress, select the one to monitor and
Section 2
Tab 6 - Technical Requirements
287
~
Payphone and Inmate Telephone Services
.,------------------------------------------Mel.
RFP No. 2005·081·011
begin listening in a matter of seconds. Monitoring is undetectable by the calling or the
called parties. If deemed necessary (following discovery of harassment or other
threatening conversation) the investigator may disconnect the call in progress .
.A great feature which many other vendors do not currently provide is the ability for an
investigator to scan all active conversations in a rotating sequence, with the option of
stopping on any call that requires further attention. This feature of AutoScan can be set
at a desirable scanning interval of seconds as shown in the screen snapshot below. In
other words, the investigator can have the system play the first conversation listed on the
screen below over the speakers for set time period (e.g. 15 seconds). After that period of
time is over, the system will automatically move to the next call listed and play that
conversation for the same period of time. This will continue until sca:rming is shut off.
The advantage of this feature is that an investigator can perform other tasks while
li$tening to portions of calls. If during this scanning the investigator determines based on
the conversation that they would like to continue to listen to a specific call the scanning
feature can be disabled with a click.
...........
()
Call Monit.or in Progress
" Section 2
Tab 6 - Technical Requirements
288
Payphone and Inmate Telephone Services
.,-----------------------------------------Mel.
RFP No. 2005-081-011
-.,.L.
/~1
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10. The control unit shall provide the ability to automatically search any previously recorded
media. The date/time desired shall be displayed. The unit shall be able to search at a high
, speed to a specific point in time/date and stop with no overshoot and begin playing.
Mel Response:
Mel has read, understands and will comply.
If you will note the screen snapshot below, you have the ability to scan through and
playa previously recorded call with full feature functionality. '. This entails the ability to
fast forward at 25% or 50% the normal speed, or slow the playback down at 12% to
25%. The full details of the call are displayed including but not limited to the person
making the call, the trunk from which the call was sent to the called party on, the date
and time in which it was made, and the phone station that it was made from. You may
additionally convert the encapsulated call into a Wave format for playback on other
.
media.
,(~,
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.:
. Call Monitor in Progress
Section 2
Tab 6 - Technical Requirements
289
.~
·..........
__...- - - - - -
Payphone and Inmate Telephone Services
--.L.
.,-------------------------------------------Mel.
RFP No. 2005-081-011
;
I
11. The system shall have an audio search mode that allows search for audio on any
selected channel.
Mel Response:
MCI has read, understands and will comply.
Searching by channel is old school as today's technology records digitally with call
control' that indicates which digitally recorded file is associated with each CDR (call
detail record). If you want to listen to a specific recording from a certain date / time, or
from a specific inmate, you simply search for those specifics and select to play the
recording and the digitally recorded file is played back for you immediately. There is
no need to search for a specific' channel of, audio.
,
12. Working· in conjunction with t.he search for audio function, the control unit shall provide
the ability to auto re-record.
.
Mel Response:
Mcr has read, understands and will comply.
Q
.,:"!
Auto re-record is a function of the workstation software that allows the user to.re-,··;
. 'recdrd, or· transfer is a better word to describe the transference of the digital call:
recording from the server to another medium, weather it be to cassette, CD ROM, USB
.,.
Memory stick, or whatever. But yes, the re-record feature is readily available.
13. The control unit shall. be capable of being programmed to provide automatic start up and
automatic shut down of the entire system at each SCI at preset times on preset days.
....;.
'. Mel Response:
Mcr has read, understands and will comply.
The System Timer feature is 'controlled using the Workstation offering complete
flexibility by day of week and hour as seen below and can be programmed to turn off all
phones on the sy.stem at each "facility at a predetermip.ed time, as well as turning the
phones on at a certain time. General operating hours can be established for' the entire
DOC, by facility, or by PIN at the DOC's discretion. In addition to. general operating
hours control for the entire facility, the workstation application offers the option to
control a group of phones or individual inmates calling hours. For example, an inmate
who is a trustee may' have extended calling hours while an inmate who has abused
phone privileges may be restricted to limited calling hours.
The DOC may also choose to control a group of phones' calling hours, such as the
infirmary. A separate holiday schedule may also be established in order to offer alternate
calling' on these defined day.s. Once these schedules are established, calling IS
automatically controlled by the system. No administrative intervention is required.
Section 2
,;,
';
Tab 6 - Technical Requirements
290
~.
.
"Payphone and Inmate Telephone Services
.,-----------------------------------------Mel.
RFP No. 2005-081-011 .
.;
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14: The control unit at each SCI shall offer complete system security and allow only
operators with the appropriate level clearance to access specific functions. This shall be
accomplished by multiple levels of access by programmed passwords.
Mel Response:
.'MCl has read, ill1derstands and will com~l'y;
,
....
"
As discussed earlier in section 2.S-B. 2.a.8, security is nottaken lightly. Operators with·
security password protection, and authentication is required for each specific function.
The workstation provides user-specific, multi-level access control of all system
functions. The Security Level Access screen (shown below) is used to determine the
. access level for each facility' staff member.
For each security level, the access
capabilities can be set for each feature, as indicated by the radio button. This access
. ranges from 'None' to 'Full' access. Full access allows the user to 'View, Add, .
. Change, Delete' records or settings within the feature.· Individual password protection
levels do exist for both the databases and the report levels and are fully customizable.
. The following levels are standard:
•
•
•
Section 2
CIPS OPR - Facility Operators
MON - Monitors
INTEL - Facility Intelligence Officers
Tab 6 -Technical Requirements
291
*
~C:I.
•
•
•
•
•
•
Payphone and Inmate Telephone Services
----~-------------------------------R-F-P-N-o-.2-0-05--0-8-1--01--1
cm - Investigators
CHIEF INV - Investigative Supervisor
TECH - Technical support, remote and on-site
SUPER - Facility HQ Supervisors
FACILITY HQ - Facility HQ Operators
ADMIN-VAC
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Section 2
Tab 6 - Technical Requirements
.292
:',
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.... ,.:: ..
~
Payphone and Inmate Telephone Services
-\-----------------------------------------Mel.
RFP No. 2005-081-011
15.. The control unit shall immediately display visual alarms and sound audible alarms when
any system malfunction is detected. These visual alarms shall appear on the operator console
and indicate where the failure occurred.
Mel Response:
MCr has read, understands and will comply.
.,.
As part of MCl's Value Added Services, the DOC will be provided a network
monitoring feature that will present all network and equipment problems as they occur
on a customer accessible Web page. Alarm updates occur via an alann monitoring .
agent that mns on the Site Server in the Centralized Platform. The agent monitor~ all
equipment and processes for proper operations and, when a problem is detected, sends
. an alert to a server at VAC and MCr that in-turn alerts the Project Manager, VAC
technicians and the MCr help Center and updates the Web page. Customers that are
viewing the Network Status web page will see the alarm status change on the scheduled
refresh cycle of the Web page. Depending on when the alarm status change occurs, ..
there can be a 1 to 2 minute delay before the alarm is updated on the web page.
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Network Status Screen
Site Monitor Tool
The site monitoring application is a value-added feature that MCr can offer to the
Commonwealth at no additional cost. MCr will provide access to this tool and data to a
limited number of DOC and Headquarters staff. Upon request for this feature, MCl will
work with DOC representatives and site personnel to implement the feature and provide
.
the necessary training to DOC staff.
Section 2
Tab 6 - Technical Requirements
293
~:
:- ,...
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...
*"
Mel.
Payphone and Inmate Telephone SelVices
-------------------R-F-P-N-o-.2-0-05--0-8-1--01-1
The Site Monitor tool is a revolutionary method for monitoring the health of the entire
lCS solution from a frame relay wide area network (WAN) connection to the rcs
. platform. rt communicates with each system every 15 minutes to verify that the platfonn
and network are fully operational. Thus, it will notify MCr on a near-real-time basis of
any suspected service-impacting event, enabling Mer to begin problem resolution before
facility staff become aware ofthe problem.
, In addition to checking the health of the system every 15 minutes, the Site Monitor
,.; application performs the following tests and checks:
.
IPing. Site Monitor will proactively "ping" the Cisco IP router and rcs server
located at each DOC site to verify network connectivity to the facility systems
and that they. are active. Mcr will immediately take steps to resolve the problem
before it is evident to facility personnel.
•
•
\~
Call Failures. Once per hour the Site Monitor will calculate the number offailed
call attempts against the total number ofattempts-unbillable and/or failed vs.
completed billable calls. When a high failure rate is detected, the system will
automatically generate an alarm, prompting the MCl Service Center and Network
Operations Center to troubleshoot the problem and begin appropriate resolution",
activities.
.
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Call Blocks. Once per hour the Site Monitor will calculate the number of
blocked calls against the number of completed or billable attempts. If a high
block rate is detected, the system will automatically generate an alarm that
prompts MCl's investigation and resolution activities.
'
,:
Billable Calls. Once per hour the Site Monitor will compare each facility's
number of billable calls, agafust historical 'volum~ for the same day and time
" I" t:
~'.,
period (e.g.,
Tues,daY~,for the one~R~ur time period of 5 :00 PM to
6:00PM CDT}'t~,i4eAtify ab:errations in call voli.llpe. This process helps identify
.' ': . ::·1,.1,:
possible servic~~impa9iing eyent~~
example,"a site that shows a zero usage
traffic volumeco,UJ.~ mdicate the ocqurrence of a' major outage or simply that the
site is in lockdown or delayed inmate count status.
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.,~
Mcrs Site Monitor tool is, an intelligent device that can monitor multiple, geographically
diverse locations, each with unique features, resolution, time frames and calling
parameters. The functions of MCl's· Site Monitor are perfonned from MCl's
development facilities in Sacramento, CA. By maintaining a physically diverse location
for monitoring, MCl can initiate trouble tickets even if the entire Commonwealth is
without service. Another benefit of placing the Site Monitor functions in Sacramento is
that MCl's DOC Account Team can leverage its internal on-site development resources
and implement programming enhancements to'the system.
rdentifying potential service-impacting events is the first step of proactive monitoring,
and alerting key staff to these events is second. Once an· event is identified, key Mer
Account Team personal; field operations personnel, and the Service Center staff are sent
Section 2
Tab 6 - Technical Requirements
294
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-,-----------------------------------------Mel.
RFP No. 2005-081-011
a text page as well as a priority email alerting them of the event. lfrequested, MCr can
also ensure that DOC personal are notified.
The figures below depict the MCl Site Monitor tool's screen shots. Red indicates a
·potential service-affecting issue worthy of investigation. Yellow indicates ·that a red
issue has occurred and is in the problem resolution pr6cess. Blue indicates all is well and
normal. Black indicates the absence of site traffic.
~~.
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Site Monitor Report I State View
....
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Section 2
Tab 6 - Technical Requirements
295
*
Payphone and Inmate Telephone Services
-------------------RF-P-N-o-.2-0-05---08-1--0-11-
Mel.
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As an added diagnostic reporting feature, MCl's MaxPrm Daily Performance reporting "1':.:',.:... ;'. ';'i,
application will poll all Focus 100 system installations on a daily basis. This appliC,ation;:.,"'(:':. ," ': i'
measures and reports daily performance levels, such as the number.;, :. of..· ,'.- ::.
completed/accepted calls, the total number of call attempts, call validation performanc.e, ... ' '" "
the number of failed call attempts, and the number of blocked calls. The MaxPnn', ,', ..
application then compares this data against a sophisticated measurement model that it,: II
builds from historical data to identify any irregularities or sudden changes. If established
thresholds are exceeded or fall short of expectations, they will be flagged and reponed
daily to MCl's Technical Support and Field Operations Team.
This measurement model can be adjusted on an installation-by-installation basis to
ensure accurate comparisons. The DOC can request these customized reports on a daily
basis.
The figure below is an example of a MaxPrm daily report showing attempted calls and
completed calls by site.
Section 2
Tab 6 - Technical Requirements
296
-~
-~-~---~
---
-----~----~-----
~
Payphone and Inmate Telephone Services
Mel.
(\
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[Uni t Details]
MCI-Vendor ID
RFP No. 2005-081-011
Files Billable
VADC:AUOl-9103
VADC:BAOl-9160
Just
VADC :BCOl-9104
Ctr.
VADC:BL01-9106
VADC:BMOl-9159
Jus
VADC:BOOl-9109
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VADC:BR01-9107
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VADC:BSOl-910B
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VADC:BTOl-9158
Just
VADC:CDOl-9115
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VADC:CHOl-91l0
UnBill
Sus
Unit Name
-------- --------
-------------------
-----------------------
1
1
297
6
736
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3 AUG-Augusta Corr Ctr
3 BON-Bon Air Juvenile
1
363
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1 BCK-Buckingham Corr.
1
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199
39
487
B6
4 BLN-Bland Corr Ctr
4 BEA-Beaumont Juvenile
1
216
487
2 BTT-Botetourt Cerro
1
284
593
3 BRS-Brunswick Corr.
1
177
453
2 BSK-Baskerville Corr'
1
17
30
3 BAR-Barrett Juvenile
1
468
989
7 CWD-Coffeewood Corr.
1
30
112
0 CHF-Chesterfield Men.
1
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114
0 CHM-Chatham Diversion·
1
1
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107
115
33
214
242
0 CLP-CulpepperJuve J:ust
0 CRL-Caroline Corr. Ctr
2 CSP-Cold Springs Corr
1
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168
1600
1 DNW-Dinwiddie Corr. Ctr
10 DPM-Deep Meadoow Corr .'
1
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1 DRF-Deerfield Corr. .Ctr
3 DYL-Dillwyn Corx: Ctr.' "
17 FLU-Fluvanna Cor~ Ctr"·
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·VADC: CMO 1- 9111
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VADC:CPOl-9161
VADC:CROl-9112
VADC:CS01:"'9113
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VADC:DNOl-9116.
VADC:DPOl-9117
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Unit
VADC:RSOl-9143
VADC:SBOl-9144
VADC:SCOl-9145
VADC : SH01- 914 6
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Section 2
1
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'1
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3 HVN-Haynesville Corr
1
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79
226
162
1 HLF..,Halifax Corr Ctr·
2 HRR-Harrisonburg Dent'
1
35
70
2 HAN-Hanover Juvenile
1
41
94
0 HYV-Haynesville Corr
1
1
1
1
66
413
349'
336
120
1011
799
827
18 GNV':'Greensville Corr " ;
0
10
3
11
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RSB-Rustburg Corr Unit
SBR-St Bridels Corr Ctr
SCX-Sussex .I St Prison
SEN-Southampton Corr
Tab 6 - Technical ReqUirements
297
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~------------~----------~------~------RFP No. 2005·081·011
Mel.
Payphone and Inmate Telephone Services
VADC:STOl-9147
VADC:SXOl-9149
Prison
VADC:TZOl-9151
VADC:VROl-9152
VADC:WHOl-9153
Unit
VADC :WRO.1-9155
1
1
55
563
89
1602
1 STF-Stafford Det Ctr
22 SUX-Sussex II st.
1
1
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219
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o TZW-Tazewell Corr Unit
2 VRG-Virginia Corr Unit
2 WHP-White Post Corr
1
255
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13 WRD-Wallens Ridge Corr
MaxPrm Daily Performance Report
16. The multi-channel recorder shall allow for the preprogramming of the transfer to and from
daylight saving time automatically.
MCI Response:
Mer ha~ read, understands and will comply.
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The multi-channel recorder is replaced by a state of the art digitally recorder that is built
within the Focus 100 server that is maintained on a RAJD-5 Array mass' storage unit.
The recorder is a part of the server which operates with Microsoft Server software 'and .
,is configured to transfer to and from daylight savings time automatically.
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'17.· Each transport shall be capable of recording the total number of inmate telephones, plus
30% for growth.
MCI Response:
. Mer has read, understands and will comply.
Tp.e system will be preconfigured to digitally record all phones simultaneously ford,;·... ,:. ("
. . year with an excess of 30% growth factored in. Additionally, all recordings and CDRs: ".
: are backed up daily to an onsite external backup device for redundancy.
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18. The system shall have the ability to playback the audio at the location of the call records
software system.
.
MCI Response:
.Mer has read, understands and will comply.
Playback of all recordings is provided at any workstation within the WAN at the·
provided workstations, again with the proper access and password security level.
19. A complete back up UPS power supply of a minimum of four (4) hours shall be provided
at each SCI that shall automatically switch on upon any failure of the primary unit.
.
MCIResponse:
Section 2
Tab 6 - Technical Requirements
298
. , . '.'
.. '
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nnC:l.
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Payphone and Inmate Telephone Services
--------------------------~--------R-F-P-N~O.-2-00-5--0-81--0-1--1
MCI has read, understands and will comply.
MCI is offering a 4 hour battery back-up UPS device for each facility. Such device
automatically switches on upon any failure of the primary unit.
.
20.
All clocks for the system shall be synchronized to System B.
Mel Response:
MCI has read, understands and will comply.
As with all MCI install ITS systems, all system clocks will be synchronized with the
atomic clock for accuracy.
21.
Headphones and hands free headsets shall be supplied for monitoring each workstation.
Mel Response:
MCI has read, Understands and will c(jmply.
Headphones and hands free headsets will be supplied Tor each monitoring workstation:.
:.~ ". ;
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. 22. Two playback units shall be supplied to each SCI. The purpose of these units is to
duplicate for purposes of court apPearances, etc. Currently, this is done in the same room in
. which the recording unit is located.
Mel Response:
MCI has read, understands and will comply. ,
Two (2) playback·uiilt~ will be'provided for each SCI.
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23. System C shall be integrated with System B so that call detail records are easily and.
expeditiously matched. The ·Contrador shall explain how this interface shall fun"ction.
\
.
Mel Response:
. MCI has read, understands and will comply.
-The Call Recording and Call Monitoring functions are an integrated part of the Focus
100 system. System B and System C are comprised of the same Focus 100 ITS
controlling server and are integrated within one another for a single state of the art
controller. Each server or Focus 100 ITS is connected via the WAN / Frame Relay
network that MCI is . supplying. Synchronization between· the two systems is
automatically accomplished since they are a single unit. The CDR from the ITS is
copied on the WAN for redrindancypurposes and ensures that adequate record keeping
is maintained andbacked up.
Section 2
Tab 6 - Technical Requirements
299
. :.
*
Mel.
Payphone and Inmate Telephone Services
-------------------R-F-P-N-o.-2-00-5-.0-8-1.-01-1
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24.. Remote monitoring and recording of selected inmate conversations shall be provided to
the Headquarters Security and Professional Responsibility Offices. The Contractor shall explain
how these interfaces shall function.
Mel Response:
MCr has read, understands and will c~mply.
•• 1 .
:
. The VAC Focus 100 call processingplatfonn is a digital premise based centralized',
platform. This means that the rcs system equipment will be located at each facility··
processing offender calls. Specifically, each facility will have a VAC Focus 100 call
processing system, administrative workstations to perform all Focus 100 system·
functions (e.g. 'investigative functions, reports, offender identification and PIN and,
allowed call list' administration, etc.), along with a minimal amount of .network.:: .
equipmen~. MCr will install a secure private WAN network to connect all Focus 100.
sy.stems (and Headquarters) together. This WAN network will allow investigators at-·
any facility the ability to' acce?s all calls and any call at' any otp.er facility; with proper
system access, authorization, and password(s). Each Focus 100 system will have hard,
drive arrays for the storage of the PA DOCS stated one (1) year of call recordings.
In' addition, Call Detail Records (CDR) will be stored for the life of the contract plus 7
,additional years. MCl is also proposing to install a fully redundant onsite and offsite
backup .of all recordings.
'
Section 2
Tab 6 - Technical Requirements
300
t."·
•
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Payphone and Inmate Telephone Services
Mel.
RFP No. 2005-081-011
1. Foous 100 writes all recordings to Mass
Storage within seoonds of call completion.
2. RecSync application (on MCl-Temp Storage PC) pulls recording files from Mass
8toragewithin minutes of call completion. RecSync also pulls any recording 'files
missing from MCI-Mass Storage Data Warehouse Server.
.
3. "Firewlre"!USB Drive ls swapped onpe a week, byfield techs and sent to MCI for
Downloading to MCI.-MASSStorage.
4. In the event of a server's mass storage unit crashing, MCI could provide the call
recordings to be restored.
EtherNet
Focus 100
Controller
VAC Mass
Storage
Administrative
Warks!.;luon
MCI-Temp
Storage PC
The Focus 100 Controller. Mass stoJ<1ge. anti. '1he /lew Temp Storage devices
are all mounted fn the Rack Cabinel There is no addllional spare required.
Fully Redundant Call Recording Backups Onsite and Offsite
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,The MCr private network will also be used to allow investigators and staffto access calls
'being placed from one 'facility, mUltiple facilities, or all .facilities. The .Focus 'lOa
solution provides a web based, GUI user friendly, robust I system with administrative
screens while providing the most teclmologically advanced features and functionality.,
The hallmark of VAC's products and services is its unique 'software control system,
Focus 100, one of the most advanced-y.et user-frienclly-inmate calling systems on the
market today. MCl selected the VAC Focus 100 platform for our solution because it:·
•
Meets or exceeds the RFP's functional requirements
• Is aproven, fully integrated call processing, monitoring and recording
solution
•
Provides superior reliability and performance, continuously executes self
diagnostics, and automaticallyperforms system software maintenance
upgrades
• ,Can be upgraded easily to accommodate inmate population growth..
Section 2
Tab 6 - Technical Requirements
301
"
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--~---------
-------------------
Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o-.2-0-05-.0-a-1.-01--1
• Ea:se offeature and functionality updates and technological advancements
via remote system downloading. .
• Superior administrative and investigative support tlrrough special control
and reporting features
• Export function for investigative support and importing into other special
applications like "i2 - Investigative Analysis Software"
The Focus 100 solution will be protected from unauthorized access by secure
passwords, an4 ~11 offender .call data will be secured against loss or corruption by,:
redundant system components and data back-up processes.
Remote monitoring is easily accomplished by means of theWAN I Frame Relay.
circuit that Mel is providing, Any. workstation, even those at the Headquarters
Secur:ity and Professional Responsibility. Offices have the ability, with the proper
password or security level can monitor any call, live. or recorded, within the
Commonwealth's WAN.
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Clear Audio Recording:
DOC staff is involved in many technology committees investigating th.e newest and future
technologies. In a typical inmate telephone system located in SCI facility, the problem exists·in
providing clear audio recording for investigators, because from outside the system, the only
available speech is a combination of both the caller (station side) and the called party (trunk
side). The result is a speech signal that sounds natural, but is almost impossible to use in most
audio/signal processing systems. Some technologies evolve, in which the individual, incoming
speech signals on the station side and trunk side can be recorded individually. The Contractor
shall explain how clear audio recording is provided or when available with its proposed inmate
telephone system;
Section 2
Tab 6 - Technical Requireme'nts
302
.
-
----~----~
~
Payphone and Inmate Telephone Services
-Mel.
RFP No. 2005-081-011
MCI Response:
Mcr has read, understands and submits that The Focus 100 will :he configured with the
Shadow Full Channel Monitoring and Recording feature. Shadow is an integrated feature
of the ITS and is a digital recording and monitoring solution with the highest possible .
quality in recording digitally. MChvill be ordering T1lines for each f~cility to handle
the outbound traffic from the Focus 100 rTS to the called party. Part of the installation
process is to verify the clarity of the outbound trunks to ensure that there is no static or
hum on the lines from either party. MCr willprovide telephone reception and
transmission quality which meets if not exceeds all industry standards for service quality
as defmed by the FCC as. well as BellCore standards. MCl's network is also engineered
for a minimum ofP.Ollevel or grade of service. This ensures the quality of the recording
of both the inmate and the called party.
'
The Shadow digital Call recording technology is an integrated component of the inmate
call processing system and will record each and every conversation initiated through the
system (except identified attorney/privileged'calls) twenty-:four (24) hours a day 365 days
'a year and at any time a call is placed, even all calls simultaneously, which includes both
the inmate and the called party.
Even call attempts are recorded, the call does not have to be accepted before it is
recorded. This allows the investigators to monitor call-attempts which is a maj or
breakthrough for the investigators that other vendors do not support or offer.
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MCr will work with VAC to ensure that the Focus 100 rTS is configured to handle all
traffic in a 1: 1 ratio that will afford the system the ability to process each call at a facility utilizing 100% of all inmate phones at the exact time and will have enough disk space to
peIT.rlanently store all records (CDR & Recordings) for one (1) year, or longer if
negotiated with'the DOC. Each inmate telephone will be independently wired to the" Focus 100 res and the outbound trunks will provide for a 1: 1 ratio allowing each phone
to be processed simultaneously.
d.
Contractor will provide when required inmate notices/letters in English and Spanish,
videos in English and Spanish, plus when new enhancements ,are added and/or when other
languages are required in the future.
, Mel Response:
Mer has read, understands and will comply.
Inmate notifications are currently offered in both English and Spanish and Mer will
work with the DOC to provide additional languages as deemed necessary in the formats
requested.
Section 2
Tab 6 - Technical Requirements
.. :'
303
,.. ; "", •... ,.. '!L:
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Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o-.2-0-05-.0-8-1.-01--1
Attachment 5 - Section 2
Department of Corrections Inmate Telephone
Cutover Sched ule
The inmate control system technical requirements are listed in Section 5-8 of this RFP. These
requirements are to be considered minimum and must be included in any proposal, regardless
. of what other services the Contractor includes in its proposal. All inmate telephone systems
shall be installed using aJprocedure such that there shall be no interruption of inmate telephone
service. The installation schedule below is alphabetical listed and will be used to evaluate the
Contractor's cutover schedule. The order of the installations at the DOC·SCls will be
determined by the DOC after the award has been made. Each responding Contractor must
submit a detailed cutover schedule with its proposal, Including time frames for the various
stages of installation, including tests, a.cceptance by the Commonwealth including ending time
of the project.
The following timetable will be completed by the Contractor and is to start with the signing of
the contract:
.
Time of Installation including tests
(SCI)
T~st &
Acceptarice Date
State Correctional Institution
Mel Response:
Inmate Phone lnstana~ion -
. Section 2
System~Wide
Attachment 5
Activities
304
Payphone and Inmate Telephone Services
-...J-
-,----------------------~~--------~------
Mel.
,
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RFP No. 2005-081-011
.•.. :.
Section 2
~
.Attachment 5
305
o
......iPayphone and Inmate Telephone Services
-,-----------------------------------------Mel.
RFP No. 2005-081-011
'.
Attachment 11 - Sectio:n 2
Installed Equipment Fo"rm
(1) A minimum list of five customers located in the United States with a system having all of the
operational characteristics as the system being proposed in response to this RFP. Names,
addresses, points of contact and telephone numbers are required. System B Inmate
Telephone Service and System C Monitoring and Recording Equipment/system
Mel Response:
MCI has read, understands and has provided below' and on the pages to follow a complete
listing ofMCl's customers as well as five (5) customer references for MCI and VAC.
o
Mel ~as more than sixteen (16) -years :experience in providing fully managed ITS
services (equipment, maintenance, network, training, billing, reporting, and.
commissioning) as a prime contractor. All of MCI's sixteen (16) years experience has
. come from our focus on providing ~lly managed ItS services to the state/commonwealth
depart.ment of corrections mark~tp1ace.. State/Commonwealth department of correction .
, .fully managed ITS services is w;hat we do, and what we do well. No other vendor has 'the··: . '.1':'.'
. depthofMCI knowledge, expertise~ and experience in managing a state/commonwealth, _. wide .IT~ system and meeting the needs and requirements of state/commonwealth
department of corrections, its staff, and Inmate families and friends for ITS services.
MCI provides fully managed ITS services to more state/commonwealth department of
corrections and correctional facilities than any other company in the industry today. MCI
handles more than 50% of state/commonwealth institutional Inmate calling nationwide, .
facilitating over 47 million calls from approximately 600,000 Inmates. MCI provides.·..-.
fully managed ITS services to 16 state/commonwealth departments of correction agencies
consisting of more than 542 correctional facilities and over 22,040 Inmat.e phones. MCI feels it is importaI}t for the Department to understand the breath ofMCl's
experience in the state/commonwealth ITS marketplace as compared to other providers.
The below table provides the Department with a list of all state/commonwealth
department of corrections customers currently supported by MCI, including the number
of facilities and approximate number of telephones supported under the existing contract.
MClprovides a complete managed service to each of these customers, which includes
call control systems, system installations and upgrades, features and functionality,
investigative tools, recording and monitoring needs, field support maintenance services,
staff training, trouble desk and customer service call centers, called party. billing and
collection, and overall quality customer service.
Section 2
Attachment 11
306
,
':
"
.
"
...
1'.
'
Payphone and Inmate Telephone Services
RFP No. 2005-081-011
MCl's Current Inmate Telephone Service (ITS) Cus.tomers
State of Arkansas Department of
Corrections
State of California Department of
Corrections
State of Colorado Department qf
Corrections
State of Connecticut Department of
Corrections
:
·
-0
:.~
State of Florida Department of'
Corrections
State of Georgia Department of
Corrections
State ofIdaho Department of
Corrections
Section 2
Prime Contractor providing fully managed ITS services
since 1995.
Facilities: 20
Phones: 555
Prime Contractor providing fully managed ITS services
since 1992.
Facilities: 82
Phones:
0
Prime Contractor providing fully managed ITS services
since 1996.
'
Facilities: 23
Phones: 861
Prime Contractor providing fully managed ITS services
since 1994.
Facilities: 21
'Phones: 1
Prime Contractor providing fully manageq. ITS services
since 1~95:,
Facilities: 74
03
Phones:
Prime Contractor providing fully managed ITS services
since 2001.
Facilities: 58
Phones: 803
Prime Contractor providing fully managed ITS services
since 2001.
Facilities: 8
Phones: '391'
Attachment 11
307
I~~-----
.
I
~
Payphone and Inmate Telephone Services
-,------------------~------------~-------
Mel.
Connnonwealth of Kentucky
Department. of Corrections
State of Louisiana Department of
Corrections
State of Minnesota Department of
Corrections
.State of Missouri Department of
Corrections
State of Nevada Department of
Corrections
.State of New York Department of
Corrections
State of Ohio Department of
Corrections
Connnonwealth ofVirginia
Department of Corrections
State of Wyoming Department of
Corrections
Section 2
RFP No. 2005-081-011
Prime Contractor providing fully managed ITS services
since 1994.
Facilities: 18
Phones.: 878
Prime Contractor providing fully managed ITS services
since 1996..
Facilities: 15
Phones: 980
Prime Contractor providing fully managed ITS services '.,
since. 1994.
Facilities: 9
Phones: 622
.Prime Contractor providing fully managed ITS services
since 1989.
Facilities: 21
Phones: '1'545
Prime Contractor providing fully managed ITS services·· .'
since 2000.
.
Facilities: 19
Phones: 509
Prime Contractor providing fully managed ITS .services
since 1996.'
Facilities: 70
Phones:
Prime Contractor providing fully managed ITS services .
since 1989.
Facilities: 33
Phones: 1
Prime Contractor providing fully managed ITS services
since 1993.
Facilities: 60 .
Phones:
Prime Contractor providing fully managed ITS services
since 1994.
Facilities: 4
Phones: 109
Attachment 11
308
Payphone and Inmate Telephone Services
-..L..
(j'
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~
-,----------------------------------~------
Mel.
RFP No. 2005-081-011
References
MCl provides the following Five (5) MCl departments of correction references, and
associated detail of the ITS system services provided and two (2) Value Added
Connnunications (VAC) customer reference.
It is important to note that although no separate references have been provided for
ShawnTech, ShawnTech is MCl's primary subcontracted service provider and is the
current provider of PIN Administration Personnel in the Commonwealth of Pennsylvania.
The below table provides a view of all references provided and their applicability as
references to MCr and each of the two subcontractors being proposed.
Upon request MCr can provide Reference 'contact for any of MCl's other customers
provided within this section.
"
(5)
"State of Colorado,
Department of
Corrections
X'
State of New York,
Department of
Corrections
X
X
Connnonwealth of
Virginia,
Department of
Corrections
,X
X
State of Missouri, '
Department of
Corrections
'x
X
State ofIdaho,
Department of
Correction
X
X
,
,"
X
Attachment 11
Section 2
.,
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Prisons (FBPO)
f}
':.:
-.. ----- - - - - - - - - - - - - -
309
,----_.._ - - - - - - - - - ,
-*
rvlC:l.
Payphone and Inmate Telephone Services
----------------------------~-------R-F-P-N-o.-2-00-5--0-8-1-0-1--1
X
Commonwealth of
Delaware,
Department of
Corrections .
.
.
·.:-
-
...
Section 2
Attachment 11
310
~
Payphone and Inmate Telephone Services
-~------------------------~--------~------
Mel.
RFP No. 2005·081·011
STATE OF COLORADO
(Customer since 1996)
State of Colorado Department of Corrections
275 West Hwy 50
Canon City, CO 81212
Prime Contractor: MCI
Call Processing System Provider: VAC
System Maintenance Provider: VAC
Facilities:
Phones:
Iinnates:
WorkstationslMonitor Stations:
23
880
15,000
24
Contact Person
o
Mrs. Sue Grisenti, InmateTelephone Operations Manager
(719) 269-4262
CO DOC Inmate Telephone System Project Description and Technical
Environment
MCl has been providing the State of Colorado Department of Corrections Inmate
telephone service since 1996 and is currently providing prime contractor service to CO
DOCS under its second contract. Since 1996 MCI has installed two separate ITS systems
through out the state at all contracted CO DOCS correctional facilities. Under the current
contract, MCI provided and continues to provide services consisting of but not limited to:
1. Overall prime contract responsibility for all contractual and operational
requirements, including single point of contact for all subcontractors and
associated subcontractor activities.
2. Installation and upgrades of call processing systems, workstations, phones, TDDs,
and any other associated ITS equipment.
3. Installation and management of a fully integrated private WAN data network
allowing for secured access to system wide data (i.e. CDR, call recordings, live
call monitoring capabilities, etc.) from any CO DOC system workstation location.
Section .2
Attachment 11
311
*'
nnC:l.
Payphone and Inmate Telephone Services
------------------------------~----R-F-P-N-o.-2-00-5--08-1--0-11-
4. Installation and management of network access to CO DOCS facilities to allow
for completion of collect and debit calls, and all call types (local, intra-lata, interlata, inter-state, and debit international calls) made by Inmates to called parties.
5. Installation and management of TIPS service that allows Inmates to call into a
voice messaging server and leave messages (TIPS) with the inspector about
crimes that have .occurred within and outside of the facility walls.
6. Installation ofimaging system for electronic storage of all Inmate
correspondence, Inmates allowed call lists etc. with online access to these
documents by any authorized user.
7. Field support services and trouble desk call center service for trouble ticket
management, and system, phone, network repair.
8. Called party call center services for handling billing and payment questions,
customer block and contract rate information, and call party MCI direct billing
account creation and account/call management. 9. Collect and debit call proc~ssing, billing of the called party, call and commission
report generation to CO DOCS, and accurate and timely payment of commission
payments to CO DOCS. .
10. Call processing system initial user training, system refresher training, sy,stem
upgraded training and new user training on call processing systems and features.
11. ITS and private WAN proactive network management of circuits, routers, and any
other network cOllfponents.
'.
Section 2
I
",I
Attachment 11
312
. .....
*"
nn<:l.
Payphone and Inmate Telephone Services
--------------------------~--------R-F-P-NO~.-20-0-5--08-1--0-11-
STATE OF NEW YORK
(Customer since 1996)
State of New York Department of Corrections
1220 Washington Avenue
Albany, NY 12226
Prime Contractor: MCI
Maintenance Service Provider: ShawnTech
Facilities:
Phones:
Inmates:
.
WorkstationslMonitor Stations:
88 (including 18 Non-Core sites)
3,409
64,000
85
.. ';,.' .;Contact Person
Mr. Ed Koherger, Supervisor ofDataProcessinglIiunate Services
(518) 457-4414
NY DOC Inmate Telephone System Project Description and Technical Environment
Mcr has been providing the State of New York Department of Corrections fully managed
Inmate telephone service since 1996 and is currently providing prime contractor service
to NY DOCS under its second competitive contract. Since 1996 MCl has installed two
separate ITS sy.stems through out the state at all contractedNYDOCS correctional
facilities. Under the current contract, MCr provided and continues to provide services
consistirig of but not limited to:
1. Overall prime contract responsibility for all contractual.and operational
requirements, including single point of contact for all subcontractors and
associated subcontractor activities.
2. Installation and upgrades of call processing systems, workstations,
phones/enclosures, and any other associated equipment.
3. Installation and management of a fu~ly integrated private WAN data network
allowing for secured access to system wide data (i.e. CDR, call recordings, live
call monitoring capabilities, etc.) from any NY DOC system workstation location.
4. Installation and management of network access to NY DOCS facilities to allow
for completion of collect calls, and all call types (local, intralata, interlata,
Section 2
Attachment 11
313
Payphone and Inmate Telephone Services
--.1-
-,-------------------------------------------Mel.
RFP No. 2005-081-011
interstate, and limited international calls) made by Inmates to called parties.
5. Field support services and trouble desk call center service for trouble ticket
management, and system, phone, network repair.
6. Called party call center services for handling billing and payment questions,
customer block and contract rate information, and call party Mcr direct'bi1ling
account creation and account/call management.
7. Collect call processing, billing of the called party, call and commission report
generation to NY DOCS, and accurate and timely payment of commission
payments to NY DOCS.
8. Call processing system initial user training, system refresher training, system
upgraded training ~d new user training on call processing systems and features.
9. ITS and private WAN proactive network management of circuits, routers, and any
other network components.
10. Management and provision of video conferencing and bridging network to
support NY DOCS provided video arraignment, NY DOCS administrative video
conferences, and video remote training.
11. Management and provision of network and facilities to carry all administrative
Department telecommunications calls, including facility-to-facility (On-Network)
calling, and external departmental long distance calling.
12. Management and provision of frame relay network to carry all NY DOCS
administrative data traffic. Including proactive network management of circuits~
.'
'I
:'
\
...
Section 2
Attachment 11
314
-.....
. ':
.
- --
---~-
---
-------
*'
Mel.
r)~
Payphone and Inmate Telephone Services
------------------R-F-P-N-o.-20-0-5.-0-S1-.0-1-1
\0
COMMONWEALTH OF VIRGINIA
(Customer since 1996)
Commonwealth of Virginia Department of Corrections
6900 Atmore Drive
Richmond, VA 23225
Prime Contractor: MCI
Maintenance Service Provider: ShawnTech
. Facilities:
Phones:
Inmates:
, WorkstationslMonitor Stations:
\
54 (including juvenile)
. 2,265
30,250
102
....
Contact Person
Mr. JQhn Jabe, Deputy Director - Operations
(804) 674-3010
VA DOC Inmate Telephone System Project Description and Technical Environment
Mcr has been providing the Commonwealth of Virginia Department of Corrections fully
managed Imnate telephone service since 1993 and is currently in final negotiations to
provide prime contractor service to the Commonwealth Under its third competitive
contract. Since 1993 MCr has installed and upgraded the rTS systems through out the
state atall contracted VA DOCS correctional facilities. Under the current contract, MCr
provided and continues to provide services consisting of but not limited to:
1. Overall prime contract responsibility for all contractual and operational
requirements, including single point of contact for all subcontractors and
associated subcontractor activities.
2. Installation and upgrades of call processing systems, workstations,
phones/enclosures, TDDs, and any other associated equipment.
3. Installation and management of a fully integrated private W.AN. data network
allowing for secured access to system wide data (i.e. CDR, call recordings, live
call monitoring capabilitie~, etc.) from any VA DOC system workstation location.
Section 2
._--_.----
Attachment 11
315
--------------------------------------
~
Payphone and Inmate Telephone Services
-,~----------------------------------------
Mel.
RFPNo.2005-081-011
4.. Installation and management of network access to VA DOCS facilities to allow
for completion of collect calls, and all call types (local, intralata, interlata,
interstate, and limited international calls) made by Inmates to called parties.
5. Field support services and trouble desk call center service for trouble ticket
management, and sy.stem, phone, network repair.
6. Called party call center services for handling billing and payment questions,
customer block and contract rate information, and call party MCI direct billing
account creation and account/call management.
.
7. Collect call processing, billing of the called party, call and commission report
generation to VA DOCS, and accurate and tim¥ly payment of commission
payments to VA DOCS.
I
8. Call processing sy.stem initial user training, system refresher training, sy.stem
upgraded training and new 'user training on call processing systems and features.
9. ITS and private WAN proactive network management of circuits, routers, and any
other network components.
;.,
.
.
Section 2
"
'
Attachment 11
316
"
.
~
fVI<:l.
Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o.-2-00-5-.0-S1-.0-1--1
MISSOURI
(Customer since 1989)
. Missouri Department of Corrections
2729 Plaza Drive
Jefferson City, MO 65109
Prime Contractor: Mel
System Maintenance Provider: ShawnTech (through subcontract with DVBE
vendor)
Facilities:
Phones:
Inmates:
Workstations!.Monitor Stations:
l))
20
1,533
30,416
24
:
.'~' ~.
':!':'"
Contact Person
Ms Theresa Roedel, Communications Manager
(573) 522-2783
, :
MO DOC Inmate Telephone System Project Description and Technical
Environment
MCl has been providing the Missouri Department of Corrections fully managed hunate
telephone service (ITS) since 1989. Since 1989 MClhas installed and upgraded the ITS
systems through out the state at all contracted MO DOCS correctional facilities. Under
the current contract, MCr provided and continues to provide services consisting of but not
limited to:
1. Overall prime contract responsibility for all contractual and operational
requirements, including single point of contact for all subcontractors and
associated subcontractor activities.
2. fustallation and upgrades of call processing systems, workstations,
phones/enclosures~ TDDs, and any other associated equipment.
3. fustallation and management of a fully integrated private WAN data network
allowing for secured access to system wide data (i.e. CDR, call recordings, live
call monitoring capabilities, etc.) from any MO DOC system workstation
location.
Section 2
Attachment 11
317
.';"' .
:'.
:.
\
*
Mel.
Payphone and Inmate Telephone Services
-----'-----------------R-F-P-N-O.-2-00-S-.0-81-.0-1-1
4. fustallation and management of network access to MO DOCS facilities to allow
for completion of collect calls, and all call types (local, intralata, interlata,
interstate, and limited international calls) made, by Inmates to called parties.
5. Field support services and trouble desk call center service for trouble ticket
management, and system, phone, netWork repair. .
6. Called party call center services for handling billing and payment questions,
customer block and contract rate infonnation, and call party MCr direct billing
account creation and account/call management.
7. Collect call processing, billing ofthe called party, call and commission report
generation to MO DOCS, and accurate and timely payment of cOnllnission
payments to MO DOCS.
.
8,. Call processing system initial user training, system refresher training, system
upgraded training and new user training on call processing systems and features.
9. ITS and privateWAN proactive network management of circuits, routers, and any
other network components.
.y
\
'~
~
Section 2
Attachment 11
318
:'!
~
Payphone and Inmate T.elephone Services
-,--------------------------------~--------
Mel.
RFP No. 2005-081-011
IDAHO DEPARTMENT OF CORRECTION
(Customer since 2001)
Idaho Department of Correction
1299 N. Orchard, Suite 110
Boise, Idaho 83706
Prime Contractor: Mel
Facilities:
Phones:
Inmates:
WorkstationslMonitor Stations:
13
487
6,526
9
'. ~~ .
Contact Person
Ms. Tammy Majors, Contract Manager/Grants Officer
(208)658-2129
ID DOC Inmate Telephone System Project Description and Technical Environment·
MCl has been providing a fully managed Inmate telephone service since 2001. MCl has· ; . .
iristalled a collect/debit ITS system through out the state at all contracted ID DOC
correctional facilities. MCl provided and continues to provide services consisting of but
not limited to:
1. Overall prime contract responsibility for all contractual and operational
requirements, including single point of contact for all subcontractors and
associated subcontractor activities.
2. Installation and upgrades of call processing systems, workstations,
phones/enclosures, TDDs, and any other associated equipment.
3. Installation and management of a fully integrated private WAN. data network
allowing for secured access to system wide data (i.e. CDR, 'call recordings, live
call monitoring capabilities, etc.) from any ID DOC system workstation location.
4. Installation and management of network access to ID DOC facilities to allow for
completion of collect and debit calls, and all call types (local, intralata, interlata,
interstate, and limited international calls) made by Inmates to called parties.
Section 2
Attachment 11
319
'
......;
Payphone and Inmate Telephone Services
....J-
o
-,-----------------------------------------Mel.
RFP No. 2005-081-011
5. Field support services and trouble desk call center service for trouble ticket
management, and system, phone, network repair.
6. Called party call center services for handling billing anq payment questions,
customer block and contract rate information, and call party MCl direct billing
account creation and account/call management.
.
7. Collect call processing, billing of the called party, call and corinnission report
generation to ID DOC, and accurate and timely payment of commission payments
to ID DOC.
8. Hybrid inmate/pay telephone services for Inmates retained at the ID DOC low
security Correctional Work Centers (CWCs). Inmates are allowed to make
allocated calls utilizing collect and coin call origination.
9. Call processing system· initial user training, system refresher training, system
upgraded training and new user training on call processing systems and features.
i.
,',
10. ITS and private WAN proactive network management of circuits, routers, and any
other network components.
'",
'"
Section 2
Attachment 11
320
-----------------------------------------------------------------------------------------,
*"
rvw<:l.
Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o-.2~O-05--0-8-1--01--1
FEDERAL BUREAU OF PRISONS
(Customer since 1990's)
Federal Bureau of Prisons (FBOP)
320 First Street, NW
Washington, DC 20534
Call Processing System Provider: VAC
SysteD;1 Maintenance Pr~vider: VAC
Facilities:
Phones:
Inmates:
104
6000
145,000
Contact Person
Master Chief David Casillas, FBOP Trust Fund Branch
(202) 616-2060
!
."
!
FBOP Inmate Telephone System Project Description and Technical Environment
VAC has proVIded the call processing equipment and system maintenance to FBOP' since, ..
the 1990's in support of a federal prime contractor. VAC will be installation the Focus ..,
100 system, the same system offered to PA DOC under this proposal, under a new ITS
service contract recently awarded. In support of the FBOP nation-wide, multi-site,
WAN-based Inmate Call Control System, VAC provides the following:
1. Collect and debit call processing equipment features and functionalities,
investigative features and functionalities, workstations, etc.
2. Collect and debit call Completion for all call types (local, intra-lata, inter-lata,
inter-state, and(debit international calls) made by inmates to called parties.
3. ITS and private WAN proactive network management of circuits, TOuters, and any
other network components.
4. Installation and upgrades of call processing systems, workstations, phones, TDDs,
and any other associated ITS equipment.
5. Field support services and trouble desk call center service for trouble
management, and system and network repair.
Section 2
Attachment 11
321
'.
•.
•
'.
,', •.1
·• .. I · ·
,',
i
*
rvt<:l.
Payphone and Inmate Telephone Services
-------------------------------------R-F-P-N-o.-2-00-5-.0-S-1--01--1
6. Call processing system initial user training, system refresher training, system
upgraded training and new user training on call processing systems and features.
7. Back Office support, consisting of call polling, formatting, and CDR
transmission
Section.2
Attachment 11
322
*
1Vt<:1.
Payphone and Inmate Telephone Services
----------------------~-------------R-F-P-N~O.-2-00-5--0-81--0-1--1
II
SIDE OF DELAWARE
b=====================~(C=u=s=to_m_e=r=~=m=c=e=2=00=4=)======================d.
State of Delaware Department of Corrections
801 Silver Lake Blvd.
Dover, DE 19904
Call Processing System Provider: VAC
System Maintenance Provider: VAC
Facilities:
Phones:
Inmates:
WorkstationslMonitor Stations:
.7
516
15,000
7
Contact Person
. Kay Buck, Inmate Phone Specialist
(320) 739-9649
DE DOC Inmate Telephone System Project Description and Technical Environment
VAC has provided the call processing equipment and system maintenance to the State 0
Delaware since 2004. In support of a prime contractor to the State of Delaware with
VAC providing the following support servicesthe FBOP nation-wide, m.ulti-site, WAN.based Inmate Call Control System, VAC provides the followirig:
1. Overall prime contract responsibility for all contractual and operational
requirements, including single point of contact for all subcontractors and
associated subcontractor activities.
2. Installation and upgrades of call processing systems, workstations, phones, TDDs,
and any other associated ITS equipment.
3. Installation and management of a fully integrated private WAN. data network·
allowing for secured access to system wide data (i.e. CDR, call recordings, live
call monitoring capabilities, etc.) from any DEL DOC system workstation
. location.
Section 2
Attachment 11
323
*
tvI<:l.
Payphc>ne and Inmate Telephone Services
----------------------------~~-----R-F-P-N~o-.2-0-05-.0-81-.-01--1
4. Installation and management of network access to DEL DOCS facilities to allow
for completion of collect and debit calls, and all call types (local, intra-lata, interlata, inter-state, and debit international calls) made by inmates to called parties .
.. .
Section 2
Attachment 11
324
\
~
n
e.J
Payphone and Inmate Telephone Services
-,----------------------------------~-----Mel.
RFP No. 2005·081·011
Attachment 12 - Section 2
Environmental Requirements
1.
Control system type and model: VAC Focus 100 Inmate Telephone
System
2.
Size: H: ....:....=:----76"
W: 24"
3.
Weight: Approx. 500 Ibs. for a 144x144 system.
4.
Power Requirements: 115
L: 37"
Volts @ 100
%
20
Amps@ 100
% for a 144x144
60
Hz@_100_ _ %
system
5.
Power Consumption:
6.
Operating Environment: __2_to_32 _C to C
2
condensing)
1725
to _ _98
Watts for a 144x144 system
% Rel.Hum. (non-
7.
Specify UPS dimensions: Included with eqUipment.
8.
Specify long term and short term source voltage regulation limits:
Commercial power.
9.
, I
.: .,,!.
Specify emergency power provisions: UPS backup provided.
10. Special considerations: (i.e. HAVAC Requirements: None.
11. Specify space required for storage of spare parts: _-20_ __
cU.ft.
12. Maximum cable distance allowable between system controller and
most distant inmate station:_ _ 6000_ft.
13. Are isolation transformers required? No.
14. Are constant voltage supplies recommended? If so, please describe:
No.
Section 2
Attachment 12
325
'\
,
~
Mel.
'Payphone and Inmate Telephone Services
-,--------------------R-F-P-N-o-.2-0-05-.0-8-1.-01-1
15. Is gas tub protection recommended? Yes on buried or aerial copper
Telco circuits leaving the building.
16. What is the recommended size for the room, which will house the
equipment? Recommended Space for single frame system H:84"
W:48" 0:72"
.
=
Section 2
Attachment 12
326
. ... I
C)
\.
RFP SECTION 2 - TAB 6
.0
SAMPLE C·OMMISSION REPORTS
. COLLECT AND INMATE PREPAID
.. -. ---_._.._-_ .. __ ..
_-_._....--_.__ ._.....•.. - _._.....__._..... - ._---- -----------_._---------_._.--_._
_-----_. __._--.-.__.---._._._._---_.-._-.
101111200511:31:33AM
...
Value-Added Communications, Inc.
.. Principal Summary RE?Port
From.09/01/2005 To 09/30/2005
Page
,
of
2
Included Call Statuses: COLLECT-LEC BILL
Included TariffTypes: ALL
PRINCIPAL: PENNSYLVANIA DOC
1234 MAIN STREET
PENNSYLVANIA CITY, PA 19373
(610) 358-2000
Q)
Property
PENNSYLVANIA DOC - FACILITY #1
PENNSYLVANIA DOC - FACILITY #2
PRINCIPAL TOTAL:
Calls
47,217
22,142
69,359
Minutes
736,502
381,021
1,117,523
Charges
$207,845.90
$52,467.33
$260,313.23
Avg Chg
Per Call
$4.40
$2.37
$3.75
Avg Chg
Per Min
$0.28
$0.14
$0.Z3
Avg Mir:l
Per Call
15.60
17.21
16.11
Local
Intra-Lata
Intra-State
Inter-State
Intemational
Canadian
Caribbean-Domestic
Caribbean-Intemational
Mexican
37,094
29,770
619
1,868
0
8
0
0
0
620,074
462,234
10,488
24,588
0
139
0
0
0
$60,111.75
$148,697.14
$7,116.42
$24,272.52
0
$115.40
0
0
0
$2.16
$4.99
$11.50
$12.99
0
$14.43
0
0
0
$0.13
$0.32
$0.68
$0.99
0
$0.83
0
0
0
16.72
.15.53
16.94
13,1.6,0';'
17.38
O·
0
0:
.. --.-_.- ·-··-·----···--····-···--··-···--1
10/11/200511:31:33AM
Value-Added Communications, Inc.
Principal Summary Report.
From 09/01/2005 To 09/30/2005
Page
2
of
2
Included Call Statuses: COLLECT-LEC BILL
Included Tariff Types: ALL
_,,;;C=.<;a~lIs
REPORT TOTAL:
Minutes
69,3591,117,523
Charges
$260.313.23
Avg Chg Avg Chg
Avg Min
Per Call Per Min
$3.75· $0.23
Per Call
16.11
* * * END OF REPORT * * *
a
i
I
·0
C\
C., '
10/11/200511:35:14 AM
Value-Added Communications, Inc.
Property Summary Report
From 09/01/2005 To 09/30/2005
PaQe
Of
BY CARRIER OF RECORD: ALL
INCLUDED CALL STATUSES: COLLECT-LEC BILL
INCLUDED TARIFF TYPES: ALL
PROPERTY: 9371
PENNSYLVANIA DOC - FACILITY #1
4567 ANY STREET
TOWN #1, PA '19373
(610) 361-3000
ANI: (610) 358-8972
Date
09/01/2005
09/02/2005
09/0312005
09/04/2005
09/05/2005
0910612005
09/0712005
0910812005
Q
09/09/2005
09/1012005
09/1112005
09/1212005
09/13/2005
09/14/2005
09/15/2005
09/16/2005
09/1712005
09/18/2005
09119/2005
0912012005
09/21/2005
09/22/2005
0912312005
0912412005
09125/2005
09/2612005
0912712005
09/2812005
09/2912005
09/3012005 '
PROPERTY TOTAL:
Local
, Intra-Lata
Intra-State
Inter-State
International
Canadian
Caribbean-Domestic
Caribbean-International
Mexican
R
~
PRINCIPAL: 8001
PENNSYLVANIA DOC
1234 MAIN STREET
PENNSYLVANIA CITY, PA 19373
(610) 358-2000
Calls
1,960
1,922
1,846
1,790
1,877
1,779
1,474
1,512
1,543
1,403
1,439
1,479
1,488
1,553
1,511
1,470
1,408
1,395
1,630
1,508 ,
1,453
1,532
1,,529
1,453
1,515
1,693
1,588
1,481
1,562
1,424
47.217
Minutes
29,464.0
29,688.0
28,764.0
29,047.0
30,020.0
25,804.0
22,171.0
23,856.0,..
23,202.0
22,928.0
23,402.0
21,921.0
22,240.0
25,169.0
23,786.0
23,790.0
22,185.0
23,602.0
25,300.0
23,213.0
23,250.0
23,383.0
24,001.0
22,637.0
25,082.0
26,305.0
24,099.0
22,269.0
'23,710.0
22,214.0
736,502.0
Charges
$8,706.42
$8,520.29
$8,163.31
$8,01'1.29
$8,417.09
$7,589.29
$6,554.64
$6,628.73
$6,519.74
$6,425.66
$6,257.66
$6,231.63
$6,239.38
$7,096.63
$6,496.74
$6,596.80
$6,290.91
$6,624.33
$7,232.84
$6,564.62
$6,562.16
' $6,572.38
$6,697.23
$6,431.08
$6,999.29
$7,408.16
$6,854.09
$6,216.79
$6,844.54
$6,092.18
$207.845.90
17,855
28,220
278
864
283,816.0
436,551.0
4,999.0
11,136.0
0
0
0
0
0
$47,405.45
$143,750.20
$3,366.41
$13,323.84
0
0
0
0
0
a
0
a
0
0
(
Avg Chg
Per Call
$4.44
$4.43
$4.42
$4.48
$4.48
$4.27
$4.45
$4.38
$4.23
$4.58
$4.35
$4.21
$4.19
. $4.57
$4.30
$4.49
$4.47
$4.75
$4.44
$4.35
$4.52
$4.29
$4.38
$4.43 ,
$4.62
$4.38
$4.32
$4.20
$4.38
$4.28
$4.40
$2.66
$5.09
$12.11
$15.42
, $0.00
$0.00
$0.00
$0.00
$0.00
Avg Chg
Per Min
$0.30
$0.29
$0.28
$0.28
$0.28
$0.29
$0.30
$0.28
$0.28
$0.28
$0.27
$0.28
$.0.28
$0.28
$0.27
$0.28
$0.28
$0.28
$0.29
' $0.28
$0.28
$0.28
$0.28
$0.28
$0.28
$0.28
$0.28
$0.28
$0.29
$0.27
$0.28
Avg Min
Per Call
15.03
15.45
15.58
16.23
15.99
14.50
15.04
15.78
15.04
16.34
16.26
14.82
14.95
16.21
15.74
16.1'8
15.76
16.92 .
15.52
15.39
16.00
15.26
15.70
15.58
16.56
15.54
15.18
15.04
15.18
15.60
15.60
$0.17
$0.33
$0.67
$1.20
$0.00
' $0.00
$0.00
$0.00
$0.00
15.90
15.47
17.98
12.89
0.00
0.00
0.00
0.00
0.00
3
---- .---
---_. - - -
(i
(t)
10/11/200511:35:14AM
Value"Added Communications, Inc.
Property Summary Report
From 09/01/2005 To 09/30/2005
Page
2
Of
BY CARRIER OF RECORD: ALL
INCLUDED CALL STATUSES: COLLECT-LEC BILL
INCLUDED TARIFF TYPES: ALL
PROPERTY: 9372·
PENNSYLVANIA DOC - FACILITY #2
1234 ELM STREET
PENNSYLVANIA CITY, PA 19303
ANI: (814) 455-4926
(814) 451-3000
Date
Q
09/01/2005
09/02/2005
09/03/2005
09/04/2005
09/05/2005
09/06/2005
09/0712005
09/08/2005
09/09/2005
09/10/2005
09/11/2005
09/12/.2005 .
09/13/2005
09/14/2005
09/15/2005
09/16/2005
09/17/2005
09/18/2005
09/19/2005
09/20/2005
09/2112005
09/22/2005
09/23/2005
09/24/2005
09/25/2005
09/26/2005 .
09/27/2005
09/28/2005
09/29/2005
. 09/30/2005
PROPERTY TOTAL:
Local
Intra-Lata
Il)tra-State
Inter-State
International
Canadian
Caribbean-Domestic
Caribbean-International
Mexican
(y
Calls
744
781
721
793
756
836
681
831
775
752
779
784
783
716
717.
719
730
751
. 753
700
731
6~4
691
690
686
728
725
715
742 .
638
22,142
19,239
1,550
341
1,004
0
8
0
0
0
PRINCIPAL: 8001
PENNSYLVANIA DOC
1234 MAIN STREET
PENNSYLVANIA CITY, PA 19373
(610) 358-2000
Minutes
11,336.0
12,854.0
13,055.0
15,118.0
14,264.0
13,558.0
10,995.0
12,860.0
12,700.0
13,835.0
13,935.0
13,209.0
13,202.0
11,907.0
11,980.0
12,117.0
13,517.0
13,680.0
12,911.0
12,240.Q
11,921.0
11,735.0
11,873.0
11,974.0
13,068.0
12,299.0
12,545.0
12,182.0
13,219.0
1.0,932.0
381,021.0
Charges
$1,686.40
$1,944.97
$1,744.77
$1,872.21
$1,920.84
$2,050.87
$1,553.60.
$1,906.00
$1,mi.69
$1,695.07
$1,665.54
$1,852.64
$1,932.08
$1,887.98
$1,878.93
$1,949.20
$1,657.22
$1,749.56
$1,750.29
$1,680.47
$1,812.37
$1,712.00
$1,672.36
$1,592.97
$1,651.94
$1,710.11
$1,621.09
$1,522.16
$1,645.66
$1,369.34
$52,467.33
336,258.0
25,683.0
5,489.0
13,452.0
0
139.0
0
0
$32,706.30
$4,946.94
$3,750.01
$10,948.68
0
$115.40
0
0
0
o.
AvgChg
'PerCall
$2.27
$2.49
$2.42
$2.36
$2.54
$2.45
$2.28
$2.29
$2.30
$2.25
$2.14
$2.36
$2.47
$2.64
$2.62
$2.71
$2.27
$2.33
$2.32
$2.40
$2.48
$2.47
$2.42
$2.31
$2.41
$2.35
$2.24
$2.13
$2.22
$2.15
$2.37
Avg Chg
Per Min
$0.15
$0.15
$0.13
$0.12
$0.13
$0.15
$0.14
$0,15
$0.14
$0.12
$0.12
$0.14
$0.15
$0.16
$0.16
$0.16
$0.12
$0.13
$0.14
$0.14
$0.15
$0.15
$0.14 .
$0.13
$0.13
$0.14
$0.13
$0.12
$0.12
$0.13
$0.14
Avg Min
Per Call
15.24
16.46
18.11
1.9.06
18.87
16.22
16.15
15.48
16.391:
18.40
17.89
16.85
16.86
16.63
16.71
16.85
18.52
18.22
17.15
17.49
16.31
16.91
17.18
17.35
19.05
16.89
17.30
17.04
17.82
17.13
17.21
$1.70
$3.19
$11.00
$10.91
$0.00
$14.43
$0.00
$0.00
$0.00
$0.10
$0.19
$0.68
$0.81
$0.00
$0.83
$0.00
$0.00
$0.00.
17.48
16.57
16.10
13.40
0.00
17.38 .
0.00
0.00
0.00
3
10/11/2005 11 :35:14 AM
Value-Added Communications, Inc.
Property Summary ~eport
From 09/01/2005 To 09/30/2005
Page
3
Of
BY CARRIER OF RECORD: ALL
INCLUDED CALL STATUSES: COLLECT-LEC BILL
INCLUDED TARIFF TYPES: ALL
REPORT TOTAL:
Local
Intra-Lata
Intra-State
Inter-State
Intemational
. Canadian
Caribbean-Domestic
.Carlbbean-Intemational
Mexican
Calls
69,359
Minutes
1,117,523.0
Charges
$260,313.2:'\
Avg Chg
Per Call
$3.75
Avg Chg
Per Min
$0.23
Avg Min
Per Call
16.11
37,094
29,770
619
1,868
0
8
0
0
620,07,4.0
462,234.0
10,488.0
24,588.0
0
139.0
0
0
0
. $80.111.75
$148,697.14
$7.116.42
$24,272.52
0
$115.40
0
0
0
$2.16
$4.99
$11.50
$12.99
$0.00
$14.43
$0.00
$0.00
$0.00
$0.13
$0.32
$0.68
$0.99
$0.00
$0.83
$0.00
$0.00
$0.00
16.72
15.53
16.94
13.16
0.00
17.38
0.00
0.00
.0.00
o·
*** END OF REPORT * * *
.0
3
r~
(
')
·l/)
10/11/200512:00:38 PM
Value-Added Communications, Inc.
Principal Summary Report
From 09/01/2005 To 09/30/2005
Page
of
2
Included Call Statuses: DEBIT·
Included Tariff Types: ALL
PRINCIPAL: PENNSYLVANIA DOC
1234 MAIN STREET
PENNSYLVANIA CITY, PA 19373
(610) 358-2000
Calls
Minutes
Charges
Property
PENNSYLVANIA DOC - FACILITY #1
_ _~31~3 _ _...:2?,.8::::2~6 _ _$::-;1~.0::::.:26"".9;:,..7
PRINCIPAL TOTAL: ==,;",31=3 ===2~,8=2,;",6 ===$=1,=02=6=.9,;",7
Local
Intra-Lata
Intra-State
Inter-State
International
Canadian
Caribbean-Domestic
Caribbean-International
Mexican
169
109
29
3
0
2
0
0
1
1,764
826
199
21
0
15
0
$471.77
$358.97
$150.05
$28.38
0
$15.80
0
0
$2.00
a
1
~
lJ)
,.
Avg Chg
Per Call
$3.28
$3.28
Avg Chg
Per Min
$0.36
$0.36
Avg Min
Per Call
9.03
9.03
$2.79
$3.29
$5.17
$9.46
0
$7.90
0
0
$2.00
$0.27
$0.43
$0.75
. $1.35
0
$1.05
0
0
$2.00
10.44
7.58
6.86
7.00
0'
7.'.50;
0
0
1.00
10/11/2005' 12:00:38 PM
. Value-Added Communications, Inc.
Principal Summary Report
From 09/01/2005 To 09/30/2005
Page
2
of2
Included Call Statuses: DEBIT
Included Tariff Types: ALL
REPORT TOTAL:
Calls
313
Minutes
.2,826
=====
Charges
$1,026.97
Avg Chg
Per Call
$3.28
* * * END OF REPORT * * *
a
Avg Chg
Per Min
$0.36
Avg Min
Per Call
9,03
(-~)
()
.10/11/200512:01:32PM
Value-Added Communications, Inc.
Property Summary Report
From 0910112005 To 09/30/2005
Page
·1
Of
BY CARRIER OF RECORD: ALL
INCLUDED CALL STATUSES: DEBIT
INCLUDED TARIFF TYPES: ALL
. PROPERTY: 9383
PENNSYLVANIA DOC - FACILITY #1
4567 ANY STREET
"
TOWN #1, PA 19373
(61 0) 361~3000
ANI: (610) 422-9807
Date
09/01/2005
09/02/2005
09/03/2005
09/04/2005
09/05/2005
09/06/2005
09/07/2005
09/08/2005
09/09/2005
09/10/2005 .
09/11/2005
09/1212005
09/13/2005
09/14/2005
09/15/2005'
09/16/2005
09/17/2005
09/18/2005 .
09/19/2005
09/20/2005
09/21/2005
09/2212005
09/23/2005
09/24/2005 .
09/25/2005
09/26/2005
09/27/2005
09/28/2005
09/29/2005
09/30/2005
PROPERTY TOTAL:
Q
Local
Intra~Lata
Intra-State
Inter-State
International
Canadian
Caribbean-Domestic
Caribbean-International
Mexican
(~
,-/
Calls
7
23
17
11
7
9
3
11
20
18
11
10
13
14
1
4
19
9
9
8
5
·4
1
21
7
10
5
6
6
24
313
Minutes
41.0
189.0
102.0
77.0
43.0
78.0.
22.0
65.0
221.0
155.0
101.0
121.0
141.0
119.0
15.0
26.0
224.0
99.0
69.0
83.0
52.0
31.0
15.0
198.0
109.0
109.0
45.0
32.0
35.0
209.0
2.826.0
169
109
29
3
0
2
0
0
1
1,764.0
826.0
199.0
21.0
0
15.0
0
0
1.0
PRINCIPAL: 8001
PENNSYLVANIA DOC
1234 MAIN STREET
PENNSYLVANIA CITY, PA 19373
(610) 358-2000
Charges
$17.44
$93.35
$50.24
$32.68
$20.72
$27.77
$8.00
$33.10
$63.78
$57.63
$33.14
$45.49
$41.84
$43.84
$3.20
$10.14
$72.92
$31.83
$27.16
$23.97
$13.93
$15.27
$3.20
$62.64
$27.37
$28.61
$18.89
$21.15
$14.64
$83.03
$1,026.97
$471:77
$358.97
$150.05 ..
$28.38'
0
$15.80
0
0
$2.00
Avg Chg
Per Call
$2.49
$4.06
$2.96
$2.97
$2.96
$3.09
$2.67
$3.01
$3.19
$.3.20
$3.01
$4.55
$3.22
$3.13 .
$3.20
$2.54
$3.84
$3.54
$3.02
$3.00
$2.79
$3.82
$3.20
$2.98
$3.91
$2.86
$3.78
$3.53
$2.44
$3.46
$3.28
Avg Chg
Per Min
$0.43
$0.49
$0.49
$0.42
$0.48
$0.36
$0.36
$0.51
$0.29
$0.37
$0.33
$0.38
$0.30
$0.37
$0.21
$0.39
$0.33
$0.32
$0.39
$0.29
$0.27
$0.49
$0.21
$0.32
$0.25
$0.26
$0.42
$0.66
$0.42
$0.40
$0.36
Avg Min
Per Call
5.86
8.22
6.00
7.00
6.14
8.67
7.33
5.91
11.05'::
8;61
9.18
12.10
10.85
8.50
15.00
6.50
11.79
11.00
7.67
10.38
10.40
7.75
15.00
9.43
15.57
10.90
9.00
5.33
5.83
8.71
9.03
$2.79
$3.29
$5.17
$9.46
$0.00
$7.90
$0.00
$0.00
$2.00
$0.27
$0.43
$0.75
$1.35
. $0.00
$1.05
$0.00
$0.00
$2.00
10.44
7.58
6.86
7.00
0.00
7.50
0.00
0.00
1.00
2
\
10/11/200512:01:32 PM
Value-Added Communications, Inc.
. Property Summary Report
From 09/01/2005 To 09/30/2005
Page
2
Of
BY CARRIER OF RECORD: ALL
INCLUDED CALL STATUSES: DEBIT
INCLUDED TARIFF TYPES: ALL
REPORT TOTAL:
Local
Intra-Lata
Intra-State
Inter-State
International
Canadian
Caribbean-Domestic .
Caribbean-Intemational
Mexican
Calls
313
169
109
29
3 .
0
2·
0
0
1
Minutes
2,826.0
Charges
$1,026.97
Avg Chg
Per Call
$3.28
Avg Chg
Per Min
$0.36
1,764.0
826.0
199.0
21.0
0
15.0
0
0
1.0
$471.77
$358.97
$150.05
$28.38
0
$15.80
0
0
$2.00
$2.79
$3.29
$5.17
$9.46
$0.00
$7.90
$0.00
$0.00
$2.00
$0.27
$0.43
$0.75
$1.35
$0.00
$1.05
$0.00
$0.00
$2.00
* * * END OF REPORT * * *
a
Avg Min
Per Call
9.03
10.44
7.58·
6.86
7.00
0.00
7.50
0.00
0.00
1.00
2
Per request of the Department of Corrections, the
Administrator of this Contract,
Redacted 59 pages from
Value Added Communications entitled:
4.4 Investigative Reports
Payphone and Inmate Telephone Services
RFP No. 2005-081-011
':)
\()
Tab 7 - Training Requirements
Contractors must submit a complete and detailed description of the training that it will provide
for systems Band C as requested in RFP Section 2.5-E.
Mel Response:
Mer has read, understands and has complied in the pages to follow.
CD
Section 2
Tab 7 - Training Requirements
327
*
·Mel.
Payphone and Inmate Telephone Services
-------------------R-FP-N-o-.2-0-05--0-8-1--01-1
()--)
.~~
2.5-E. Training:
c.
Training General: The selected Contractor shall be required to provide sufficient training to
adequately orient selected Commonwealth employees on the proper use of Systems B, and C
as identified in the RFP.
.
.
Systems Band C: For Systems Band C, all training shall be accomplished at a mutually
agreeable location in each. of the three (3) Department of Corrections Regions, which are
19cated in the Eastern, Western and Central areas in Pennsylvania. Approximately twenty-six
(26) DOC personnel would attend the training at each of the three (3) Regions. Training for a
second group, specialized facilities, shall be conducted at a central site selected by the
Departf\lent of Corrections. Approximately fifty-two (52) DOC personnel would attend that
training.
MCI Response:
. MCl has read, understands and will comply.
All training will be conducted immediately. upon installation and cutover of each system
at no cost to the DOC. MCl will work with the Docs to select 3 mutually agreed upon
locations to conduct system training. MCl will train all Doc personnel during the training
sessions for group one. MCl will also work with the Docs to conduct the training session
for group number two which will be conducted in the central region ofPA. Again, MCl
will train all Doc personnel on all aspects of the lCS.
d.
Training. Description:
a.
Complete Detailed Description: The Contractor must include in its proposal a complete.
and detailed description of the training to be provided for ~ach of the Systems: Band C. The
description shall include such details as who should be trained, the length and frequency of the
training sessions, recommended class size, audio-visual aids to be employed, written material
to be provided and any other information the Contractor deems pertinent to each system.
MCI Response:
MCl has read, understands and will comply.
MCl will train any and all PA DOC staff that wish to be trained on.the ITS. In most
cases the training audience is made up fuvestigative Staff that will be either using the
system on a day to day basis for investigative purposes, Wardens or officers that may
monitor phone calls, whether it be in guard towers, control centers, and supervisors or
staff that has responsibilities that may involve reporting for various call activity, or those
that would provide phone restrictions and finally any administration personnel that may
have involvement with the ITS.
MCl and VAC will prove a complete set of documentation and a user's manual for 'those
in attendance. Training will be provided regardless ofthe system type, B or C especially
give that both systems are integrated into the proposed Focus 100 ITS. Most training
will be workstation based.
Section 2
Tab 7 - Training Requirements
328
Payphone and Inmate Telephone Services
-..L.
~"----~----------~------------
Mel.
RFP No. 2005-081-011
As part of the installation process, MCr (in conjunction with VAC) will provide system
,training to all personnel identified by the Commonwealth. MCl's recommend on-site
training at the completion of a system transition or installation is highly recommended,
and in addition to this initial training session, Mcr will provide follow-up training, on a
bi-annual basis at no cost to the Commonwealth as required by the Commonwealth.
MC!' s approach to training is fivefold.
First; on-site training is conducted immediately upon the installation and cutover to the
new ITS of each facility to ensure that all system users are thoroughly trained. Training
typically lasts for a full day, depending on the size and participation of the class. We
generally recommend that the size of the class be limited to under 10 individuals so that
they can be provided individual instruction and not allow for distractions from others in
the class. The curriculum is designed to cover the use and opera:tion of the system from a)
the inmate's perspective, b) basic system administration (Call Processing, Blocks, etc.) as
well as c) a targeted review of the system's many investigative tools (Shadow Recording,
Monitoring, Reporting, etc.) Training will also cover general matters such as trouble
reporting, resolution and escalation procedures.
CD
MCrrecognizes the need to provide system ',administration training to those responsible
, (or day~t6-day operations. Whiie the System operates' in an automated fashion,., it is
extremely helpful for facility personnel to understand system controls, trouble reporting
procedures, and investigative reporting options. In our opimon, a successful installation
is not complete until those who use it are comfortable with day-to-day operations. This is
best accomplished through hands-on training following systel]1 activation. To this, end,
MCr recommends that training be conducted on site as each facility is installed.
The comprehensive training curriculum is designed to cover complete system
administration and all investigative tools described below.
,, ,
Training Course Outline
Introduction
Overview of the Irunate Telephone System functions
and features
Workstation Access
Control
Overview
•
Basic Computer Overview
• Windows Login / Security Features
• " Printing and Page SetUp Features
•
Basic Windows Applications
• GU1 explanation
• Web Application Interface
User ID Managerp,ent
~O
u
Section 2
Tab 7 - Training Requirements
329
.....
:':
..
,
"-
Payphone and Inmate Telephone Services
-,~-----------------------------------------
Mel.
r\
\0
RFP No. 2005-081-011
Security Level Access Management
User Alerts
System Administration
Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Control
Block List Administration
i
j
,Telep'hoJ;le Li"st Update
••
EnablelDisable Telephones
Accolint Overview
Add a New Inmate Account
Update Inmate Infonnation
:."
'~, I
:
•
.:"
.'
Update Inmate Phone List
:
Transfer Inmate Between Facilities
PIN' Administration
." . Adding New Inmates
.
• Modification to Inmate PIN
• PIN Allow Lists
• Identifying PIN Attributes I Limits
.'• Phone Scheduling (On I Off Times)
(5)
"
Section 2
. Tab 7 - Training Requirements
330
---------
.. -....•. _._._.
~
nnC:l.
__ ._. ..
__
_.
.... _..... _._ .. _ - - - - -
_
Payphone and Inmate Telephone Services
-------------------------------------R-fP-N-O~.2-0-05--0-8-1--01--1
Reporting/Investigative View Calls in Progress
Functions
SPY - Monitoring
• Live Monitopng
• Live Monitor Scrolling Option
SPY - Snitch Investigator Notification·
General Reporting Capabilities Defining Report
Parameters
Save & Reprint Reports
Financial Reports
..
Maintenance Reports
fuvestig~tive Reports
Monthly. Revenue Reports
Shadow Recording
. SAM Archive CD
Calling Process
Placing a Call
Dialing fustructions
Direct Dialed Calls (PREPAID) (If applicable)
Collect Calls
Local Calls
futemational Calls· (If applicable)
Call Results Announcements / Prompts
Second; to :further support the initial training sessions, the workstation offers contextspecific help· screens to assist the user during any process. By simply pressing the FI
key, a help window will appear with contents targeted toward the workstation function in
use.
Section 2
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Third; user manuals which provide detailed step-by-step documentation are provided to
each facility. V AC has also created Quick Reference Guides for easy reference .of.the
most used applications within the system that will be left with system users.
Fourth; a refresher training session can be conducted remqtely through WebEx, or as
directed by the DOC. WebEx is the ability to train remotely and to an unlimited number
of users. A trainer can be located anywhere with connectivity via the WAN Network.
The train~r's PC is shared so that others can view what the trainer is performing on their
pc. This is a great tool that can be used to assist users when they are having problems
performing a certain task, or to simply provide a refresher class or to demonstrate new
features and functionality of a planned rollout of a product upgrade.
The fifth and final source of training is VAC's Technical Assistance Center which is
staffed with live technical reps that can assist the DOC with any question, 24 hours a day,
7 days a week, 365 days a year as well as the MCl Help Desk in Albany, NY which is
available 24 x 7 to offer assistance.
Section 2.
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b.
Follow-Up Training: The Contractor shall also include a description of, and the number of
follow up training sessions, which shall be given.
MCI Response:
MCr has read, understands and will comply.
MCr will provide ongoing system training at any time the DOC requires at no cost to
DOC. As part of the installation process, MCI (in conjunction with VAC) will provide
system training to all persOlmel identifi,ed by the Commonwealth. Mel's initial training
session is designed,to cover all aspects of the call processing ,system. Should additional
training be necessary, resulting either through a software upgrade or other system
upgrade, VAC will work with MCland the Commonwealth to coordinate subsequent
.
training sessions as required and appropriate.
Some examples of follow up training would be expansion of investigative units, turnover
in such departments, remote or on-site training is available. MCL will also provide
training to all staff in the event of the addit~on of new value added features added to the
rcs subsequent to installation.
c.
Systems Band C - Site Oriented Training: For Systems Band C, training shall be
provided at each SCI for the on-site Department of Corrections project coordinator and his/her
support staff of approximately ten (10) individuals. Training shall be scheduled to coincide with
all work shifts. As a minimum, training shall consist of the operational functions of the systems,
software and programming and any other,information the Contractor deems important which
shall assist in a better understanding and operation of the proposed systems.
',"
,
.
"
It is important that special training be provided to facility investigators as well as headquarters
security staff regarding investigative reports and other special fe.atures of the proposed
systems. "(he Contractor shall provide the materials and a trainer for this type of specialized,
'. trElininiJ for fhe life ofthe contract. Requests for other'training information will be required if new
enhancements are added.
';
'MCI Response:
"
" MCI has read, understands and will comply.
The System Administration segment of the training session detailed above will
specifically cover these aspects of the Focus 100 System. Users with the appropriate
security access level will be fully trained on how to establish the call control parameters
associated with calling hours, maximum length of calls, and all other standard features of
the Focus 100 system.
The Reporting and Investigative Functions segment ofthe training session detailed above
will specifically cover in detail all standard reports available on the system as well as the
Ad Hoc query function which allows investigators to create a myriad of reports with the
fields from the Inmate Call Detail Records that the investigator himself deems critical.
The Workstation Access Control segment of the training session detailed above will
cover the ability to establish, maintain, and respond appropriately to a user alert.
Section 2
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/
The comprehensive training program that MCr and VAC have developed wi11leave each
facility's- administrative personnel and investigators fully equipped to monitor and
manage the call processing system. In the event that questions arise after the training has
been conducted, user specific help is available from the Workstation, Quick Reference
Guides are provided that cover the most frequently used functions, and VAC's 24x7 TAe
center is always available for any questions, or assistance that the Commonwealth may
need. Additionally, the MCr Call Center is available 24 x 7 for assistance.
First on site training is conducted at installation of each facility to ensure that all system
users are thoroughly trained. Training typically lasts for a full day. Second, On-line
context specific help is coded in the software. Third user manuals with provide detailed
step-by-step documentation (see user manual provided on CD-ROM within this
proposal). Finally, MCI's Technical Assistaiice Center can assist Doc personnel 24 hours
a day, 7 day's a week, 365 days a year~
The traditional training curriculum is designed to cover these topics:
I. Workstation Access Control
•
Overview
'. .Basic Computer Overview
•
Windows Login / Security Features
•
Printing and Page Setup Features
,
,
, . ' Basic Windows Applications,
•
GUI explanation
•
Web Application Interface
•
User ID Management
•
Security Level, Access Management
•
User Alerts
;', ~..
II. System Administration
•
Overview
•
Class of Service Maintenance
Section 2
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-------------------R-FP-N-o-.2-0-05-.0-a-1.-01-1
•
Living Unit Maintenance
•
Telephone Location Maintenance
• Facility Telephone Number Control
• Block List Administration
• Telephone List Update
• . Enablelbisable Telephones
.i-
• Account Overview
• Add a New Inmate Account
• Update Inmate Infonnation
• Update Inmate Phone List
Cv
• Transfer Inmate Between Facilities
• PIN Administration
• Adding New Imnates
• Modification to Inmate PIN
• PIN Allow Lists
., Identifying PIN Attributes / Limits
• -Phone Scheduling (On / Off Times)
III. Reporting/Investigative Functions
• View Calls in Progress
• Spy - Monitoring
• Live Monitoring
• Live Monitor Scrolling Option
• Spy - Snitch Investigator Notification
Section 2
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•
General Reporting Capabilities Defining Report Parameters
•
Save & Reprint Reports
•
Financial Reports
.•
Maintenance Reports
•
Investigative Reports
•
Monthly Revenue Reports
•
Shadow Recording
•
SAM Archive CD
IV. Calling Process
•
Placing a Call
•
Dialing ~structions
•
Direct Dialed Calls
•
Collect Calls
•
Local Calls
•
International Calls (as applicable)
•
Call Results Announcements (Successful, Blocked, and Tenninated calls.)
'.
The Reporting and Investigative Functions segment of the training session will provide.
concise infonnation on how to monitor inmate calls, playback recorded calls and transfer.
calls. to other media for playback. All of these features are available through the:
Workstation through either the calls in progress screen, or through a simple CDR query· .'
for the appropriate call recordings.
The System Administration segment of the training session detailed above will cover the
Class of Service which serves to control inmates calling privileges. Any changes for
restrictions or privileges awarded an inmate would be effectuated here.
During th~ System Administration segment of training, the process of enabling and
disabling phones will be covered. This feature provides the capability to shut down a
phone, a group of phones or the entire facility, either gracefully by shutting the phone off
Section 2
. Tab 7 - Training Requirements
336
.;
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Payphone and Inmate Telephone Services
------------------~------~-----
RFP No. 2005-081-011
as the inmate completes his cal1, or a flash cut of all calls immediately upon initiation
from the workstation.
MCl's initial training session is designed to' cover all aspects of the call processing
sy.stem. Should additional training be necessary, reSUlting either through a software
upgrade or other system upgrade, VAC will work 'with MCr and the Commonwealth to
coordinate subsequent training sessions as required and appropriate.
3.
Trainer: The Contractor shall include the name and title of the person who shall have the
overall responsibility for training on all systems. The Contractor shall also include the number of
years training experience the person(s) have who shall do the actual training and the number of
sessions previously held by each in doing training on the proposed System B and System C.
MCI Response:
MCr has read, understands and will comply.
The VAC employee that will have overall responsibility for training is Brian Galke Instal1ation Engineer - Bachelor degree from Texas Tech University, 6 years technical
work experience, MCSE (MCP+Jntemet), TCP/IP, lIS 4.0 certifications. Brian has been
VAC's lead trainer on numerous install~tions including but not limited ~o the
Commonwealth of Delaware, the Commonwealth, of California, the' Commonwealth- of'
New Jersey (during 'initial trial), and many county sites.
4.
Training. Material: Written material/pamphlet, or video utilized in the training programs, alf,
ongoing and new training programs, Contractor shall allow the Commonwealth to make free
use of any material provided.
'
MCI Response:
MCl has read, understands and will comply.
User manuals which provide detailed step-by-step documentation are provided to each
facility. VAC has also created Quick Reference Guides for easy reference of the most
used applications within the sy.stem that will be left with system users.
"
5.
End User Forum Meetings: The Contractor's projeCt manager and its staff shalf be
responsible for scheduling the User Group Forum that Will be held every six months to once a
yearly depending the Department of Correction's needs. The forums are held at the DOC
Training Academy in Elizabethtown, Pennsylvania. The end user forums are presentations to
the DOC Security Officers yvho are located throughout th'~ DOC-SCls. The Contractor wifl
provide the forum agenda, lecturer staff, training materials, demonstration, presentation, etc.
The Contractor shall also be responsible for the travel expenses for approximately one hundred
twenty (120) representatives of the Commonwealth DOC-SCls Security Officers for traveling
expenses and attending t~e training at the DOC Training Academy in Elizabethtown,
,Pennsylvania. See Attachment 13 giving the content of information on the current expenses
under the Commonwealth of Pennsylvania Governor's Office Management Directive 230.10 for
lodging, subsistence and transportation. DOC will provide the morning snacks and drinks,
Section 2
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lunch, and afternoon snacks and drinks for all parties attending the forums including the
Contractor's staff and DOC staff. The Contractor must reimburse the Commonwealth for the
traveling expenses of the Commonwealth representatives.
.:.:
For an approximate number of attendees traveling from the DOC-SCls refer to Attachment 2.
Four to five DOC Security Offices would travel by a vehicle from the 26 DOC-SCls and any new
DOC-SCls not listed on Attachment 2 to attend the end user forum meeting at DOC Training
Academy in Elizabethtown, Pennsylvania. All Officers, with the exception of the Camp Hill
Officers, would be staying over one (1) nights lodging. Attachment 13 Travel Expenses for
Demonstration, Training End User Forum Meetings and Traveling for Reviewing New
Technologies was provided for the C~mtractors so they could figure the expenses for its
budgeting purposes. Commonwealth personnel will process travel documents through the
Comptrollers Office who reviews the document and supporting documentation. The DOC
Central Office will obtain the approved dollar amounts from all DOC SCI that attended the End
User Forum Meetings and will issue a document to the Contractor with the dollar amount that
the Contractor must reimburse to the Commonwealth.
Mel Response:
MClhas read, understands and will comply.
Ii
Mel's project manager and its staffwill assume responsibility for User Group Forum
meeting to be held every six months to one year. MCl will assume all travel expenses
"
. :""" co~ts for all attending P A DOC personnel.
cSJ
Section 2
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Payphone and Inmate Telephone Services
------------------R-F-P-N--'o.-2-00-5--0-81--0-1-1
Tab 8 - Maintenance Requirements
Contractor must submit a complete and detailed description of the maintenance services that it
will provide for systems Band'C as requested in RFP Section 2.5-F, include Attachment 20
Maintenance Center Information (System B - System C).
Mel Response:
Mel has read un5ferstands and has complied in the pages that follow with detailed
responses to RFP Section 2.5-F. Mel has also utilized Attachment 20 ofthe RFP it its
response where appropriate.
Section 2
339
Tab 8 - Maintenance Requirements
....
-.----.------.~
<
.•....-.---... -
Payphone and Inmate Telephone Services
-..L.
-'--~----------------~----------~-------
MCI.
RFP No. 2005-081-011
2.5-F. Maintenance Reduirements:
1.
General Provisions:
a.
Requirement: Th~ selected Contractor shall provide the necessary labor, parts, materials,
and transportation to maintain all proposed equipment, inmate telephone call control
equipment, monitoring equipment, recording equipment, and all software in good working order
and in compliance with the equipment manufacturer's specifications throughout the life of the
contract.
Mel Response:
MCl has read understands and will comply.
MCr will provide all the necessary labor, materials, etc. to maintain the proposed Focus
100 Inmate Telephone Sy.stem to include inmate telephones, call control equipment,
monitoring equipment, recording equipment and all software. MCr will maintain all
proposed equipment in good working order in compliance with the equipment
manufacture's specifications for the life of the contract.
b.
No Charge to the Commonwealth: No charge shall be made to the Commonwealth or its...
using agencies for maintenance on Systems B,. or C.
(})
Mel Response:
MCr has read understands and will comply.
MCr will assume all charges related to maintenance of the rTS for the term of the
contract with no cost to the Commonwealth or its using agencies.
2.
Certification: The contractor shall certify that all eqUipment, enclosures and software
included shall be in good working order at test and acceptance, and that the contractor shall
repair or replace malfunctioning equipment, enclosures and software and return them to good
working order in accordance with the requirements of this RFP.
Mel Response: .
MCr has read understands and will comply.
MCl will certifies that all equipment whether hardware or software will be in good
working order on the day of testing and acceptance. Mcr also certifies that any
equipment that is not working or performing in accordance with the requirements ofthis
RFP will be replaced and/or repaired during the term ofthe agreement.
Section 2
Tab 8 - Maintenance Requirements
340
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3.
Payphone and Inmate Telephone Services
--------------~----R-FP-No...:.....-20-0-5--08-1--0-11-
Maintenance Plan, Center Location and Personnel Profile:
a.
Maintenance Centers: Contractors shall submit a listing showing information on the
locations from which maintenance personnel shall ~e dispatched to service Systems 8 and C.
This information shall include, but not be limited to, the Contractor's utilization of these locations
to insure that all requirements of this RFP are met. The Contractor shall explain, in detail, how it
shall accomplish this. The Contractor shall submit a detailed plan explaining the geographic
locations of the centers, the system and procedures for the Integration of maintenance at these.·
centers, the types of parts and equipment being maintained at these centers, and the ease with
which the using agency can request maintenance service. Attachment 20 provides the content
and format required.
Mel Response:
MCI has read understands and will comply.
As the largest provider of Inma,te Telephone Systems .to Commonwealth Departments
of Corrections, MCl's experienqe in providing large scale ITS support deployment and
management is second .to none. Many of the proposed approaches to providing
maintenance of the ITS to the Commonwealth have been derived from providing
maintenance to Commonwealth Corrections customers of similar size and scope such_as
the States of Florida, Ohio, Virginia, California and New York Departments of
Corrections to name a few.
Cv
-.
.
.:'
.::
In response to the Commonwealth's REP, MCI has proposed to contract the ITS system
maintenance personnel to ShawnTech Commullications. Because of MCl's existing
relationship with ShawnTech .as a service provide to many of MCl's other State
Corrections customers and ShawnTech's experience as the existing PIN administration
service provider in the Commo~wealth of Pennsylvania, MCl's proposed maintenance '.
solution offers the Commonweaith a solution based upon experience and a proven track
record.
To support the pr9posed ITS systems B and C, MCI, through ShawnTech, has proposed
to hire five (5) full time Field Technicians. Additionally, MCI will provide a full time
in-Commonwealth MCI Technical Consultant.
It is important to note that the processes and procedures described below as well as the
personnel listed within this section are in addition to the PIN Administration Staff and
Commonwealth PIN A4ministration Manager.
Field Technicians:
The Field Technicians will work from home offices strategically located throughout the
Commonwealth. It is MCl's intent to locate the Technicians in the following Cities.
The listed cities have been chosen as they will allow for an even split of the territory
and will insure that upon dispatch, the Teclmicians will meet the required response
times.
Section 2
•
Crawford, PA
•
Westmoreland, PA
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•
Centre, PA
•
Luzeme,PA
•
Berks,PA
The Field Technicians will be seasoned professionals and be fully trained on 'the
proposed VAC System 100. These individuals will be directly responsible .. for
performing all on-site ITS system repair and maintenance activities to include inmate
telephone repair and maintenance. Each of the Technicians will be provided with,the
spare parts and tools necessary to accomplish virtually any system repair. Additionally,
the Technicians will be provided with home office Workstations and high speed internet
for remote diagnostic capability as well as trouble ticket review and comment and
connnunications with the help desk and network operations centers.
.
~
.::
,.
MCl utilizes above Field Technician home office placement in each of its existing
DOCs contracts and has been proven to be a successful design in responding to ITS
maintenance requirements. MCl is confident that this approach will also work for, the
.pA DOC and will ensure that all response time frames are met.
MCI Dedicated Technical Consultant (MCI TC)
As stated above, in addition to the Field Technicians, MCr will provide a full time MCr
, .' Technical Consultant. 'This person will oversee the activities of the 5 ShawnTech Field' ,
," "'Technicians and will assist the Connnonwealth pm Administrative Manager in
.., fulfilling the reporting requirements associated with ITS maintenance. The MCr TC
will also attend all customer meeting and arrange for training of the Field Technicians.·
The TC will also arrange report direct to the MCl's Northeastern Technical Manager
Pat Pline located in Albany New York.
.
Dispatch and Trouble Ticket Reporting Process
Customer trouble reports will be calle,d. directly. .into Mq's Albany New York,
Maintenance Center via the Toll Free number 800-743-4569. The Albany center is
backed by MCl's Maintenance Center in Gainesville Florida. The two centers support
only MCl Corrections Customers and will provide a live operator available 24x7x365.
Upon notice of a trouble, the operator will open a Trouble Ticket in MCl's Ticket
Manager System stating the time of the ticket and description of the trouble reported. In
house technicians will immediately remote log into the system to determine if the
trouble can be repaired remotely. If the trouble c.an be repaired remotely, the ticket will
upo.ated with the repair notes, the customer will be notified and the ticket will be ~losed.
rf the trouble cannot be repaired remotely, the Maintenance Center will contact the
appropriate Field Technician for dispatch to the facility as well as the Dedicated
Commonwealth TC. The help desk will notify the customer of the Technicians ETS as
well as gain clearance for the Technician into the DOC facility. '
All Ticket will be presented to the DOC in the Weekly meetings are required by the
RFP. As displayed below, the PA DOC will also have access into MCl's Ticket
Section 2
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Manager System. This access will allow the PA DOC to track tickets from any
WorkStation connected to the ITS .
.1
:' ,......
';,
.,:'.
•
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TicketMana...erLoIDri
.:'.
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..,., .,,: ..: , I
¥
~ ~T..~ .... :VC-,
•••
..
.
(1)
','
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S(,ction 2
Tab 8 - Maintenance Requirements
343
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(
)
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'0
C})
Ticket Manager Screen Display
.Additional MCI Maintenance Support
It is important to note that MCl's Division of Corrections, either directly or indirectly
through subcontracts, employees over a 100 field technicians across the US. The
Technicians will be available as resources to the PA DOC in-Commonwealth
Technicians.
b.
Personnel Profile: The proposal shall also list the names of the maintenance personnel at
each location and their experience working with the equipment proposed for Systems B and.C.
Attachment 20 provides the content and format required. It is expected that the Contractor shall
only provide the names and experience of maintenance personnel who have been fully trained
and qualified on the equipment and software proposed and/or certified by the equipment
manufacturer if such certification is required by the manufacturer.
MCI Response:
MCr has read,-understands and will comply.
In response to the Commonwealth's RFP, MCr has proposed to contract the ITS system
maintenance personnel to ShawnTech Communications. As stated above in response to
Section 2
Tab 8 - Maintenance Require,ments
344
Payphone and Inmate Telephone Services
RFP,No.2005-081-011
item a, ShawnTech will provide 5 Field Technicians. As also stated above, MCI will
p~ovide a full time MCI Dedicated Technical Consultant to assist and manage the
ShawnTech personnel. ,It is important to note that the personnel listed within this
section are in addition to the PIN Administration Staff and Commonwealth PIN
Administration Manager.
Upon contract award ShawnTech with the assistance ofMCI will begin the hiring process
ofthe Field Technicians. The field technicians will be seasoned professionals and be fully
trained on the proposed VAC System 100. These five technicians will be highly skilled
and trained in all aspects of field service, maintenance and support. The five technicians
will be interchangeable throughout the Commonwealth with the ability to not only assist
each other but also to act as a backup in times of vacations, sick 'or other cases of absence
may occur.
.
.'
•.,1
Listed below are the minimum requirements of each Field Technician.
MCI Field Technical Engineer, DEPARTMENT OF CORRECTIONS
- Provided by ShawnTech Communications, Inc. POSITION, ROLES, AND REQUIRED EXPERIENCE
.-
.~
,.
The role of the FTE is to support the overall maintenance of the inmate call control
system for the WA DOCS contract. Responsibilities include, but are not limited to the
following:
(~J)
•
•
•
•1'.
•
•
•
•
Routine testing of connectivity to insure all sets are operational with dial tone;
Diagnostic testing and physical phone surveys to isolate out-of-service ','
conditions; .,
Perfonn necessary follow-up testing to insure resolution and closeout of
trouble tickets;
Perfonn system upgrades and monitoring to insure perfonnance levels .
Maintain inside cable plant. ','
Resolve all system issues within the specified response time stated in the RFP.
Initiate a preven,tive maintenance program to keep systems in optimal
condition.
EDUCATION, TRAINING, AND PROFESSIONAL CERTIFICATIONS
Associate Degree plus minimum of seven (7) years overall technical experience.
Degree program requirement may be substituted with 3 year minimum of US Anned
Services electronics andlor communications training.
Possess minimum of three (3) years experience in telecommunications or computer
telephony troubleshooting.
Section 2
Tab 8 - Maintenance Requirements
345
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The hiring of new personnel will NOT affect the implementation of the system of the or
the initial maintenance during implementation. MCl's Implementation Manager Mike
Spadoni will oversee all installation and initial maintenance. MCl's Division of '
Corrections, either directly or indirectly through subcontracts, employees over a 100
field technicians across the US supporting its existing customer base. These personnel
are unquestionably some of the most experienced installation and maintenance
technicians in the industry with literally hundreds ofITS system installations
completed. Mr. Spadoni will put together an installation and maintenance team using
.. these personnel. The personnel will also playa key roll in the training of the new field
technician team. Mcr currently manag~s the. Commonwealth ITS Contracts for New
York, Connecticut, Ohio and Virginia. Each of these States
in close proximately to
the Commonwealth of Pennsylvania and will offer excellent secondary coverage for the
five (5) field technicians and field training.
are
Listed below MCI has completed a Maintenance Center Information sheet as provided in
Attachment 20 - Section 2 of the RFP. One form has been completed for each of the five,
(5) field technicians.
_________________________ w ____________________________ __________
~--------------_----------------------~-----
Field Technician 1:
a.
CD
Maintenance Office Location:
Crawford, P A
b.
Telephone Number:
To be assigned (TBA)
c.
Hours of Operation:
24x 7x365
d.
Person in Charge:
Will report initially to MCPs Mike Spa~oniand later to the State Technical Consultant.
e.
f.
g.
h.
i.
J
k.
1.
Number of Maintenance Personnel at this Jocation:
Number trained on maintenance of inmate stations:
Number trained on inmate telephone control system:
Number trained on monitoring and recording equipment:
Number ofirunate stations maintained from this location:
Number of inmate telephone control system maintained:
Number of monitoring and recording systems maint~ined:
Distance from maintenance center to the locations where
1
1
1
1
227
1
2
System B, or System C is to be maintained:
Less than 90 miles to most distant facility.
Section 2
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m. Employ.ee's titles and experience: (list all personnel by system who shall service the proposed
systems):'
The person to be hired for this position will be hired as a Field Service Technician. Required
experience is as listed in MCl's Field Technician Requirements information sheet provided
within this section.
The above Field technician will support the Albion, Cambridge Springs, Forest and Mercer
facilities.
Field Technician 2:
a.
Maintenance Office Location:
Westmoreland, PA
b.
Telephone Number:
To be assigned (TEA)
c.
Hours of Operation:
24 x 7 x 365
d.
(1)
Person in Charge:
Will report initially to MCl's Mike Spadoni and later to the State Technical Consultant.
e.
f.
g.
h.
i.
j.
k.
Number of Maintenance Personnel at this location:
1
Number trained on maintenance of inmate stations:
5
Number trained on :inmate telephone control system:
5
Number trained on monitoring and recording equipment: .
5
Number of inmate stations maintained from this location:
463
Number ofinmate telephone control system maintained:
1
Number of monitoring and recording systems maintained:
2
1. Distance from maintenance center to the locations where Sy.stem B, or System C is to be
maintained:
'':
Less than 90 miles to most distant facility.
m. Employ.ee's titles and experience: (list all personnel by system who shall service the proposed
systems):
The person to be hired for this position will be hired as a Field Service Technician. Required
experience is as listed in MCI's Field Technician Requirements information sheet provided
within this section.
The above Field technician will support the Pine Grove, Pittsburgh, Greensburg, Fayette, Laurel
Highlands, Greene and Somerset facilities.
Section 2
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-----------------.:-----RF-P-N-o.:.....2-0-05--0-8-1--01-1
Field Technician 3:
a.
Maintenance Office Location:
Centre, PA
,b.
Telephone Number:
To be assigned (TBA)
c.
Hours of Operation:
24x7x365
d.
Person in Charge:
Will report initially to MCI's Mike Spadoni and later to the State Technical Consultant.
e.
Number of Maintenance Personnel at this location:
Number trained on maintenance of inmate stations:
Number trained on inmate telephone control system:
Number trained on monitoring and recording equipment:
Number ofinmate stations maintained from this location:
Number of inmate telephone control system maintained:
Number of monitoring and recording systems maintained:
f.
g.
h.
i.
j.
k.
1.
(J)
1
5
5
5
270
1
2
'
Distance from maintenance centerto the locations where System B, or System C is to be
maintained:
Less than 90 miles to most distant facility,.
m. Employee's titles and experience: (list all personnel by sy.stem who shall service the proposed
systems):
wiII
be hired as a Field Service Technician. Required
The person to be hir'ed for this position
experience is as listed;in MCl's FieldTechnician Requirements information sheet provided
within this section. i '"
The above Field technician will support the Boot Camp, Rockview, Houtzdale, Crees on,
Smithfield, and Huntingdon facilities.
------------------------_ ...,._-------------------------------------------- ... ----------------------------------Field Technician 4:
a.
Maintenance .office Location:
Luzerne,PA
b.
Telephone Number:
To be assigned (TBA)
c.
Hours of Operation:
24x7x365
Section 2
Tab 8 - Maintenance Requirements
348
...
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d.
Payphone and Inmate Telephone Services
-------------------------------------R-FP-N-o~.2-0-05--0-8-1--01--1
Person in Charge:
Will report initially to Mq's Mike Spadoni and later to the State Technical Consultant.
'e. Number of Maintenance Personnel at this location:
f. Number trained on maintenance of inmate stations:
g. Number trained on inmate telephone control system:
h. Number trained on monitoring and recording equipment:
i.
Number ofinmate stations maintained from this location:
j.
Number of inmate telephone control system maintained:
k. ' Number of monitoring and recording systems maintained:
1.
1
5
5
5
129
1
2
Distance from maintenance center to the locations where System B, or System C is to be
maintained:
Less than 90 miles to most distant facility.
m. Employ.ee's titles and experience: (list.all personnel by. system who shall service the proposed
systems):
The person to be hired for this position will be hired as a Field Service Technician. Requiredexperience is as listed in MCI's'Field'Technician Requirements information sheet provided
within this section.
..,
~;;.
The above Field technician will support the Way.mart, Muncy, Dallas and Retreat facilities.
Field Technician 5:
a.
Maintenance Office Location:
Berks,PA
b.
Telephone Number:
To be assigned (TBA)'
c.
Hours of Operation:
':
24 x 7x365
d.
Person in Charge:
Will report initially to MCl's Mike Spadoni and later to the State Technical Consultant.
e.
f.
g.
h;
i.
j.
k.
this
Number of Maintenance Personnel at
location:
Number trained on maintenance of inmate stations:
Number trained on inmate telephone control system:
Number trained on monitoring and recording equipment:
Number of inmate stations maintained from this location:
Number of inmate telephone control system maintained:
Number of monitoring and recording systems maintained:
Section 2
1
5
5
5
496
1
2
Tab 8 - Maintenance Requirements
349
t
~
•
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1.
Payphone and Inmate Telephone Services
----~--------------------~---------R~FP-N-O~.2-0-05--0-8-1--01--1
Distance from maintenance center to the locations where System B, or System C is to be
maintained:
Less than 90 miles to most distant facility.
m. Employee's titles and experience: (list all personnel by system who shall service the proposed
systems):
The person to be hired for this position Will be hired as a Field Service Technician. Required
experience is as listed in MCl's Field Technician Requirements information sheet provided
within this section.
The above Field technician will support the Coal, Mahonoy, Frackville, Graterford, Chester and
Camp Hill facilities.
4.
Standards For Repair: The Contractor(s) for the non-coin collect-only and prepaid inmate
telephones, inmate telephone cail control equipment/systems, and the monitoring and
, recording equipment/systems shall adhere to the following minimum standards for repair:
':-.
a.
The Contractor shall have sufficient repair personnel to be able to simultaneously
respond to multiple repair events on inmate telephones, inmate telephone call control
" "
equipment/systems, and monitoringand'recording equipment/systems located throughout :'" "
Pennsylvania. Refer to Attachment 3 for SCI iocations.
"
' ':
MCI Response:
MCr has read understands and will comply.
As noted in throughout this Section, Mcr has proposed five (5) field support technicians
that will be geographically located throughout the Commonwealth. These support
technicians will also be supported by MCr Technical Consultant and the PIN
Administrative Manager and Staff as well as MCr and VAC's Network Operations
Centers. In the unlikely event that these 5 personnel and the listed additional support '
are not sufficient to provide cover for any multiple repair event, MCr currently has,
contracts with the State of New York and State of Connecticut. Field support,
technicians that provide support for these States could be called upon to help in these
situations.
,b.
The Contractor shall provide a free-of-charge repair service number manned by a live,
trained attendant(s) to receive trouble reports 24-hours a day, seven days a week, 365 days a
year. Extended periods of being placed on hold will not be tolerated. Explain in detail the
procedure for services provided.
MCI Response:
MCr has read understands and will comply.
MCr will provide a 24x7x365 operation for all DOC issues. The toll free number is
800-743-4569 and will be answered by a live attendant with vast and extensive
. knowledge of the PA DOC ITS and or its components.
Section 2
Tab 8 - Maintenance Requirements
350
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Payphone and Inmate Telephone Sel"\(lces
-------------------------------------R-FP-N-O-.2-o-o5--o-8~1--01--1
c.
Out-of-hours and weekend repair service for stations other than those noted in 5. a. (1)
below shall be limited to essential repairs only, as determined by the Commonwealth. The
Contractor shall inform the Commonwealth as soon as possible of any occurrence of an
unusual nature that may result in prolonged or serious service interruption. This notification
shall go to the DOC-SCI involved in the case of inmate stations, the control eqUipment, and the ,
monitoring and recording equipment. The Contractor shall perform any work requiring
prolonged or serious service interruption at a time, which shall cause minimum disruption to the
userscin agreement with the Office of Administration and Department of Correction, and at a
time mutually agreed upon. Essential repairs are repairs needed to provide safety and security.
Mel Response:
MCI has read understands and will comply.
MCl will limit any non-essential repairs to normal business hours and keep the DOC-SCI
informed of and gain approvals for the performance any necessary out-of-hours and
'
weekend repair services that may be required during the term of the agreement.
d.
It is expected that Contractors shall address their maintenance/repair objectives or
, measurement standards in the responses to this RFP. Contractors shall provide their expected.
mean-time-to-respond and mean;time-to-repair for each of the major systems, Band C. The." .. '
Contractor shall be held to maintaining these standards as well as the standards noted in c,'"
paragrap~ 5, Maintenance Liquidated Damages.
CU
Mel Response:
MCl has read understands and will comply..
Rather than state Mel's standards for repair, MCl accepts. each of the required meantime-to-respond and mean-time-to-repair standards as set forth by the Commonwealth in
this RFP. MCl will perform and complete: all· equipment JIJ,aintenance within eight (8)
i.
.;:> business hours after receiving notification from DOC that maintenance is required.or.· an'..
: ;'::'.
f:
"
.
.:. ITS outage. All maintenance services performed or provided will meet if not exceed all., : '
:i... of the various standards and requirements contained in this RFP.
This also il1,cludes any.· .' " .' " .: '::' :.:
and all preventative maintenance activities 'in accordance with the ITS hardware, and:
,. . :', .
software manufacturer"s. specifications.
'., .,,'!' . ,',
.: I
,',
1 I
\
e.
Each Contractor shall include a cleaning schedule for the inmate stations as part of the
proposal.
Mel Response:
MClhas read understands and has complied with the following cleaning schedule.
MCl's technicians will, as a normal part of their field service maintenance, perform a
cleaning on any of the phones they have been dispatched to repair and will periodically
review all phones for cleaning and minor repair.
In response to this RFP requirement, the field technicians will perform a quarterly
cleaning of all phones at all facilities. This will include a wipe down of each phone
Section 2
. Tab 8 - Maintenance Requirements
351
'1
,
~ ~~-
Mel.
Payphone and Inmate Telephone Services
--------------------------~-----
RFP No. 2005-081-011
with a sanitized cleaning agent. The cleaning will be noted within a maintenance log
sheet and provided to the P A DOC at the end of each quarter.
In addition to the above, at any point during the contract should a PA DOC employee
notice that any phone or phones is in need of cleaning he/she may open a trouble ticket
that will be treated as a minor repair.
It is important to note that MCI will 'be installing all new or like new phones at the
beginning ofthe co~tract term.
5.
Maintenance Liquidated Damages:
a.
Minor Emergency.
(1) The Contractor shall respond, between 8 AM and 5 PM, Monday through Friday, to a
. minor malfunction of the equipment and .cabling ;,ovithin eight (8).working hours after notification
between the hours of 8 AM and 5 PM. The inl'Date stations, locqtion processors, the central
processor, and the monitoring and recording equipment shall be repaired 24-hours a day,
seven days a week, 365 days a year. Reference Attachment 3 for locations. Included in the
repair of the inmate. stations is the repair of the software, cards, etc. that control the operation
of the inmate telephones. If the Contractor fails to respqnd within eight (8) working hours, the
Contractor agrees to pay tei th.e Commonwealth $300.00 as an initial liquidated damage, and
$15.00 for each and every hour of delay"after the first eight (8) working hours. All repairs or .
replacements shall be 'completed within twenty-four'(24) workirig hours following response to '.'
notification of a minor emergency malfunction, and the Contractor must exhibit a best efforts
approach to the completion of the repairs or replacement during the first twenty-four (24)
working hours following re'sponse to notification. If the Contractor fails to exhibit best efforts, as
determined by the using agency (DOq, with the concurrence of the Commonwealth, to
complete the repairs or replacement within twenty-four (24) working,hours following initial
response, the Contractor agrees to pay'the Commonwealth as liquidated damages the sum of
$200.00 for each and every' calendar day of delay.
. .
Mel Response:
•• '.,
.•
:
.1,
.·MeI has read, understands and will c o m p l y . " ; "
"
.. "'Mel will follow all Minor repair guidelines as set forth in S.a.l above. 'MCl .'
. 'understands that failure to meet the gUidelines will result in the liquidated damages as .,'
also described within this section.
,. , .
.. . '.
It 'is important to nqte that MeI's first line of service response is to remotely log into the
system. Mer considers this remote access to be the initial Contractor Response to, the
trouble ticket. , To facilitate this remote capability, Mel installs a fully networked
Frame Relay infrastructure providing a high speed connection at each of the P A DOC
sites. It is MeI's experience that many of the troubles can be corrected via this remote
access.
(2) For the purpose of this proposal, a minor emergency shall be defined as, or all of the
following:
(a) A failure of between 10% and 49% of the inmate stations in a bank of telephones to
function as they are normally intended.
Section 2
Tab 8 - Maintenance ReqUirements
352
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Mel.
" Payphone and Inmate Telephone Services
----------------'-------RF-P-N-O-.2-0-05--0-8-1--01-1
(b)
A failure that incapacitates the monitoring and recording capability on up to 49% of the
inmate lines at an SCI.
(c)
A failure of any peripheral equipment which renders it incapable of functioning as it was
intended.
(d)
Indication of m~nor alarm condition in any of the processor equipment.
MCI Response:
MCl has read understands and agrees.
MCl will respond to these types of occurrences within the time frames as set forth by
the Commonwealth in S.a.l of this RFP Tab 8.
b.
','
Major Emerg.ency
(1)
The Contractorshali respond by arriving at the site on a 24-hour per day basis, 7 days
per week, 365 days of the year, to'a major failure (Le., processor failure) to the
equipment/software within three (3) hours after notification. If the Contractor fails to respond by
arriving at the site within three (3) hours, the Contractor agrees to pay to the Commonwealth
$300.00 as initial liquidated damages and $15.00 for each and every hour of delay after the first
three (3). hours. All repairs or replacements shall be .started within ·the first contiguous twenty~ ..
four (24) hours following response to notification ofa major system failure, and the Contractor.··
must exhibit a best efforts approach to completion of the repairs or replacement during the first
contiguous twenty-four (24) hours. following response to the notification. If the Contractor fails to
exhibit best efforts; as determined by the using agency, with the concurrence of the Office of
Administration, to complete the repairs or replacement within twenty-four (24) hours following.;
initial response, the Contractor agrees to pay the Commonwealth as liquidated damages the
.sum of $300.00 for each and every calendar day of delay.
:.
MCI Respon~e:
MCl has read, understands and will comply.
: i: ;
1\.:'
. ,,'.,".
~
".
; .:1:
MCl will follow all Major repair guidelines as set forth in S.b.l above. MCl
understands that failure to meet the guidelines will result in the liquidated damages·.· as'
also described within this section:
'.';
'!'.
It is important to note that MCl's first line of service response is to remotely log ~into .
the system. MCl corisiders this remote access to be the initial Contractor Response to
the trouble ticket. To facilitate this remote capability., MCl installs a fully networked
Frame Relay infrastructure providing a high speed connection at each of the P A DOC
sites. It is MCl's experience that many. of the troubles can be corrected via this remote
access.
(2)
For the purpose of this RFP, a major emergency shall be defined as, but not be limited to,
an occurrence of any or all of the following:
a.
Any failure of a processor or the common eqUipment which renders the system at a SCI
incapable of performing normal functions.
Section 2
Tab 8 - Maintenance Requirements
...
-_ .......... _ - - - _ .
353
:."
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~
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-* ------------------RF-P-N-o~.
Payphone and Inmate Telephone Services
2-0-05--0-81--0-1-1
Mel.
. b.
A failure that incapacitates the monitoring and recording capability on 49% or more of the
inmate lines at a SCI.
c.
A failure of 50% or more of the inmate stations in a bank of telephones to function as they
are normally intended.
Mel Response:
MCr has read understands and agrees.
MCr will respond to these types of occurrences within the time frames as set forth by
the Commonwealth in 5.a.l ofthis RFP.Tab 8
c.
Assessment of Liquidated Damages: Liquidated damage charges specified in the
preceding paragraphs shall not be assessed where performance of the Contractor's obligations
, are prevented or delayed by an act of God, freight embargoes, strikes, fire, or acts of
government, provided the successful Contractor notifies the using agency of such
circumstances and the using agency, with concurrence of the Office of Administration,
reasonably determines thatthe failure to perform within the specified time was beyond the
"
.control and without the fault or negligence· of the Contractor.
'; Mel Response:
"Mcr has read understands and agrees.
6).
d.
Maintenance Liquidated Damage Major and Minor. Monthly Report: Contractor shall
furnish a cumulative monthly management report, which will be em ailed to the Office of
Administration and the Department of Corrections. The Contractor shall provide report design in
response for Systems Band C. The report shall be associated with its dispatch center(s)
logging, tracking, and updating Commonwealth service calls as proposed in the RFP. The
Contractor shall also manage the!Commonwealth maintenance liquidated damages in the ',','
same cumulative monthly report.
'.
,·lVt~l Re~PQnse:
• •••••
' ; : ; , •• ,'
: ' .~••;,>1
",',.
.,;
MCr has read understands and will comply.
As'stated'within this Section, MCr will open a trouble ticket for each and every Major
and Minor trouble reported by the Commonwealth. The Ticket Manager system offers a :;, '
very comprehensive suite of reports. Each month MCr will present the Commonwealth
with a management report detailing each of the above requested items to include
dispatches, maintenance and calculated liquidated damages.
In addition to the monthly reporting, MCl will provide selected PA DOC personnel with
access to Mel's Ticket Manager System. At any time, the PA DOC can view active
tickets ticket, view history reports or a host of other helpful and informative
information, MCl will provide training of the DOC staff at' any time during the contract
term.
'0
f)
~,
Section 2
'.'
Tab 8 - Maintenance Requirements
354
I
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Payphone and Inmate Telephone Services
Mel.
---------:-----~----RF-P-N-o:.....2-0-05--0-81--0-1-1
'i
.
. . . .': .. ' " ..
list Ticket Crlterill
," .,"-. :,',
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, .. 1
-'
,
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6.
Preventive Maintenance:' .
a.
Contractor Responsibilities: The Contractor shall be responsible for
preventive maintenance as may be required by the equipment manufacturer and as necessary
to maintain the mean-time-to-fail criteria.
Mer Response:
MCI has read underst~ds and will comply.
As the Prime Contractor, MCI will assume all responsibility of preventive maintenance
on the propose ITS as necessary to maintain the requested mean-time-to-fail criteria.
(0
~)
Section 2
Tab 8 - Maintenance Requirements
355
*
Mel.
Payphone, and Inmate Telephone Services
------------------------------~--
RFP No. 2005-081-011
b.
Develop Maintenance Logs: The Contractor shall develop a log for inmate station
inspections, and for maintenanye work performed on all stations, location processors or system
control devices, the central processor, and the monitoring and recording equipment. The log is
to be submitted to the Office of Administration and the DOC monthly or to be included in the
weekly Maintenance Trouble Ticket Report requested in Part 2.5-5.l.h. Weekly Maintenance
Trouble Ticket Report. A sample log must be submitted with the proposal.
Mel Response:
MClhas read understands and will comply.
"
MCI utilizes its Ticket Manager System for the logging and tracking of all maintenance
activities performed on the systems to include those listed in 5.6.b above. The logs may
be viewed directly by the DOC utilizing the Ticket Manager as described in MCls
response to 5.2d of this section or MCl can provide the log with the monthly Trouble
Ticket Report. A sample log report is provided below. If the below listed log is
unacceptable to the PA DOC, MCl would be willing to duplicate and conform to any
format that is currently in use.
Contract: NYDC
Section 2
.,.,-----_......
,
._--_._-----,,------
356
Tab 8 - Maintenance Requirements
... ,_..
_._-_._
.......__...
_--_..._ - - -
:::-At-
; Mel.
Payphone and Inmate Telephone Services
-------------------RF-P-N-O.:..-.2-0-05---08-1--0-11
,.
7.
Maintenance Obligation: Maintenance shall include, but shall not be limited to, the
provision of facilities, personnel, transportation, lodging, labor, parts, software, modifications
and any other items/services relating to routine and preventive maintenance at no additional
charge to the Commonwealth or using agencies. Contractors shall consider these
items/services In their proposals.
Mel Response:
MCr has read understands and will comply.
As stated throughout this RFP respbnse, MCr currently manages 16 State Departments
of Corrections contracts to provide inmate telephone services. The experience MCr has
gained though the management of these contracts has allowed MCr to build a very
detailed Contract Cost Schedule. MCr details all items required to provide the service.
over the term ofthe agreement within this Cost Schedule. MCr has included each of the
items listed above within the cost schedule and understands that the Commonwealth or
any using agencies will not and can not be accessed any additional cost for the listed
items.
Section 2
Tab 8 - Maintenance Requirements
357
*
Mel.
8.
Payphone and Inmate Telephone Services
- - - - - - - - - - - - - - - - - - - R - F P - N - o - .-20-05-.-08-1.-0-11-
Maintenance Responsibility:
a.
All Suppliers Responsible Until Problems Identified: Malfunctions which cannot be
immediately or unequivocally diagnosed and pinpointed to certain item of equipment,
software, or service shall require the participation of all service suppliers until responsibility for
the problem has been unequivocally established.
a
In no instance shall the failure to resolve the issue of responsibility relieve any of the service
suppliers of the mutual obligation to restore system operability with the least impact on the
availability of inmate telephone service.
Mel Response:
MCI has read understands and will comply.
MCI will work on all maintenance issues until completely resolved to the satisfaction of
the Commonwealth: MCl's. success in the Inmate Telephone Market is a direct
, reflection of its excellent working relationship with each of its service suppliers. MCI
will ensure that all suppliers are involved with the mutual obligation to restore system
operability in the event that MCI carmot immediately or unequivocally diagnose any
system malfunctions. At no time, will a system malfunction whether inmate phone or
ITS ever go unresolved. All issues will be managed and addressed until closure and
satisfaction of the Commonwealth.
;.',
b.
Successful Contractor is Point of Contact: As a part of main'tenance responsibilities, the
successful Contractor shall represent the using agency in contacts with the telephone service·
provider in order to identify. and correct problems with telephone service.
Mel Response:
"j
MCI has read understands and will comply.
"
;
As the Prime Contractor, MCI assumes all responsibility for all levels of maintenance,_
responsibilities to include the serving telephone lines. All access lines are ordered
·1ili~er MCr s name to ensure that: MCI has the ability to work directly with the LEC·,AlI
·long. distance service is provided by MCl 011- MCl's owned: and operated network and as
.., . stich MCl has complete control of trouble maintenance and repair ofthe services. Inthe
unlikely event that an agency. ordered line has an impact on the ITS, MCI will represent
the agency.
9.
Performance Requirements and Reliability/Availability: The Commonwealth requires that
the Contractors network meet or exceed all· industry standards. On line performance
requirements are at 99.999%. The Contractor must also meet certain performance standards
such as Mean Time To Respond, Mean Time TO,Repair and Timely Installation as defined in
the Commonwealth Performance Standards. Mean time to respond is located in 2.5-F
Maintenance Requirements. Mean time to repair is located in 2.5-F 5 Maintenance Liquidated
Damages a Minor Emergency b. Major Emergency. Installation in Part 6,31 liqUidated.
Mel Response:
MCI has read understands and will comply.
Section 2
Tab 8 - Maintenance Requirements
. ...
*
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Payphone and Inmate Telephone Services
-------------------------------------RF-P-N-o-.2-0-05-.0-S-1.-0--11
Mcr will meet each of the perfonnance requirements listed within this RFP to include
the on line up time requirement of99.999%.
10.
Project Manager and Implementation Plan:
The Contractor shall appoint a project manager to oversee the total installation of service for
the overall project. This project manager shall be responsible for all coordination with the
existing Local and/or Interexchange Telephone Companies concerning installation and
maintenance of all inmates' telephones. However, the Contractor shall not order or place in
service any type of eqUipment or facility, which would result in charges to the Commonwealth,
without a written order from the Commonwealth.
MCI Response:
MCI has read understands and will comply.
As th~ largest provider of Inmate Telephone Systems to' State Departments of
Corrections in the US today, MCr is clearly the most experienced vendor with regard to
system installation. MCr has managed the'installation of Inmate Telephone Syst,ems in
the State's of California, New York, Florida, Ohio and Virginia just to name a few.',
,',1-
J
Mike Spadoni is one of MCl's most experienced installation and maintenance managers.:; ,
and will be assigned as the proj~ct manager for this procurement. He has personally :
managed the installation of systems equivalent to the size and scope of the",:
Commonwealth of Pennsylvania. As the Project Manager, Mike will oversee all aspects "
of the installation of services at each PA DOC SCI. ,Mike's responsibilities will include
but not limited to interacting with the LEes for circuit ordering and installation and "
maintenance of inmate phones. Mike will also have a team of experienced
professionals at his disposal to assist in the installation ta*. He will have the option ,','
assigning tasks to other MCr personnel with similar experience. This team approach to "
installation has allowed Mer to successfully'install tens of thousands ofinmate phones. ":'
.
,'1
':
b.
The contractor shall be solely responsible for the compatibility, of the proposed service
and equipment with any and all circuits and facilities as provided by the LEC and all other
common carriers to meet the requirements of these specifications.
Mel Response:
MCI has read understands and will comply.
c.
It is imperative that the existing levels of service only be minimally interrupted or
diminished in each facility. The contractor shall develop a plan that shall ,ensure total system
wide interoperability for any or all services provided to the DOC. This plan shall be reviewed
and approved by the DOC and OA prior to implementation of service.
MCI Response:
MCr has read understands and will comply.
Section 2
Tab S - Maintenance Requirements
359
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Payphone and Inmate Telephone SelVices
-------------------------------------RF-P-N-o-.2-0-0S-.0-S-1.-01-1-
As stated in MCl's response to item 10.a above, MCI is one of the most, if not the most
experienced vendor with regard to system implementation. MCI will develop and
submit for approval by DOC and OA a finalized installation time line, much like. the
one provided in Mel response to item 10.e of this section, that will ensure minimal
interruptions during installation and normal maintenance of each correctional facility.
MCI will keep customer impact to a non-existent, or minimal. MCI's field service
technicians will be highly trained and well versed in the ITS as well as in inmate and
coin phone repair. Down time or). full scale systems will be kept to an extreme
minimum.
d.
The Contractor shall provide a detailed time line schedule for all in service and/or change
of service activity. Critical Patc~/GANTT charts to end testin~ on all telephones.
MCI Response:
MCI has read understands and,will comply.
MCI will provide qetailed time line schedules for all in service and / or change of
service activity. And critical Patch/GANTT charts to the end testing on all telephones.
:,'
e.
The inmate telephone serviges project is requiring completion within six (6) months from
the date of the contract award~ If Contractor requires additional time include the reasons why.'
and its time for completing the project.· .
.
MCI Response:
MCI has read understands and will comply.
a
MCr proposes that" Systerri:wide' Insta1lation and conversion is estimated to take
approximately 90 to ..120' clays, and. iricludes site survey~, ordering of telephone· .,
facilities, installation of new inmate 'telephone station equipment, installation: and
testing of rcs system equipment and platform, cutover to the new system and rcs :user
training of DOC facility staff.. The following timeline provides a more detailed account
ofthe steps necessary to performthe system-wide installation.
Although the listed below timeline has been built based upon MCl's experience, this
same experience tell us that no schedule is finn until the Project Manager has met with
the customer to understal1d the customer's specific requirements and needs. MCI is
confident that it can complete the' process in the projected 90 to 120 days; however
specific PA DOCs and Commonwealth requirements may add time to this schedule.
MCI will work withPA DOC and Commonwealth to develop a customized
implementation plan and specific time sched.ule that takes into account these special
requirements!
Section 2
Tab 8 - Maintenance Requirements
360
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MC
. _________________________________P_a_Y_p_ho_n_9_a_n_d_ln_m_a_te_·_Te_1_ep_h_o_n_e_S_9_N_ic_9__S
~I
RFP No. 2005-081-011
Inmate Phone Installation - System-Wide Activities.
.
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Payphone and Inmate Telephone Services
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RFP No. 2005-081-011
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The following numbered paragraphs provide a detailed description of the tasks listed in
: Table 1.
1.
Formal contract award and execution: DOC and MCr execute contract
for rcs and r~lated services.
First implementation meeting: The first of several meetings held
2.
between DOC staff, MCr account and project management team, and
representatives from VAC. The purpose ofthe first meeting. is to establish
an overall implementation plan, including a schedule for each site, and any
special requirements.
Obtain ~ecurity clearances for site survey arid installation staff: MCr
3.
will provide DOC with personal information for all team members who
will p~r~01m on-site activities at a DOC facility. MCr assumes and agrees
that ail persons must obtain a security clearance 'from DOC prior to being
allowed .to enter any DOC facility, and that DOC reserves the right to
approve, disapprove, 'or -suspend' an individual's security clearance at any
time at pOC's sole discretion.
Schedule site surveys - Group' 1: DOC correctional facilities will be
4.
divid~d·· into five groups. GrollP -l will consist ,of the 5 Commonwealth
CorrectionaI' InstItutions.
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7.
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Section 2
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Equipment orders placed for all DOC facilith';s and the central server
locations: MCl will submit formal orders to the. equipment manufactures
(i.e. vAC and Winte!).
Begin detailed site surveys • Group 1: The Mel implementation team
will perform ~ite surveys of the Group 1 DOC facilities.
Schedule site surveys - Group 2: MCl will schedule site surveys of the .
Group "2 16miti6ris 'with DOC.' Group 2 :Will consist of the 4
Cornriionwealth Correctional
Institutions.
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Begin detailed site surveys • Group 2: The Mel implementation team
will perform site surveys of the Group 2 facilitie~·.
Schedule site surveys - Group 3: MCl will schedule site surveys of the
Group 3 locations with DOC. Group 3 will consist of the 4
Commonwealth Correctional Institutions.
'Begin detailed site surveys·' Group 3: The Mel implementation team
will perform site surveys ofthe Group 3 facilities.
schedule site surveys of the
Schedule site surveys - Group 4: MCl
Group 4 locations with DOC. Group 4 will consist of the 7
Commonwealth Correctional Institutions.
Begin detailed site surveys - Group 4: The MCl implementation team
.
will perform site surveys of the Group 4 facilities.
will
Tab 8 - Maintenance Requirements
362
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Payphone and Inmate Telephone Services
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Schedule site surveys - Group 5: MCr will schedule site surveys of the
Group 5 locations with DOC. Group 5 will consist of the 7
Commonwealth Correctional Institutions.
Begin detailed site survey's - Group 5: The MCr implementation team
will perform site surveys of the Group 5 facilities.
Order access circuits: MCr will issue the necessary internal and external
telephone .access circuit orders to support the inmate phones, Wide Area
Network (WAN) connections, and remote system dial-up lines for all
DOC facilities. The typical lead time for orders for digital access loops
and ;frame relay WAN circuit connections is 18-25 calendar days, and 5 to
12 day.s for individual analog business lines.
Build inmate PIN and Attorney' Telephone Number Database: Mer
will begin· working with DOC staff to identify and develop a process and
procedure for .building MCl's rTS date base of inmate PINs and attorney
do not:record telephone numbers data base.
Begin pre-install activities for ITS system: MCl's installation and
implementation team will perform pre-installation cabling and related
activities to ensure sites are ready. for ITS equipment when it is shipped-to
the site.
Install and turn up primary and secondary central server equipment:
MCr implementation team will receive~ the data base equipment for the
primary and secondary central server locations and will perform the
installation activities.
Second implementation meeting:.A second implementation meeting will
be hel~ between DOC staff, MCI account ~d.project management team,
and representatives from VAC The purpose on this meeting will be to
review the cOJ.TIpleted install~tion and tum-up activities of the two central
server. sites and the frrst DOC facilities, and the current status of the
detaile~ site surVey.s being p~i-formed on t~e other sites. The meeting will
also provide an opportunity. to discuss any signifrcant issues that have
been identifred.
Deliver equipment to Group 1 facIlities: The inmate call control system,
inmate telephones, and associated hardware, software, and wiring
materials will be delivered to the frve (5) Group 1 facilities.
Begin installation - Group 1: Installation activities begin for the Group 1
facilities.
Test and turn-up system - Group 1: After installation, MCI will
thoroughly test the system. Once the test and certifrcation procedures are
complete, the system will be available for DOC acceptance and use. MCI
will hold an initial one-day user training class at each facility for DOC
staff. The class will meet for one full day during which time DOC staff
will receive hands-on training on the ITS system's features and
Tab 8 - Maintenance Requirements
363
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Payphone and Inmate Telephone Services
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30.
31.
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Section 2
functionality. MCr will provide training and system operations manuals to
class participants.
Deliver equipment to Group 2 facilities: The inmate call control system,
inmate telephones, and associated hardware, software, and wiring
materials willbe delivered to the four (4) Group 2 facilities.
Begin installation - Group 2: Installation activities will begin for Group
2 facilities. At this point MCr is looking to having 2 installation and turnup teams working in 2 facilities simultaneously throughout the remaining
implementation project.
Test and turn-up system - Group 2: After installation, MCr will
thoroughly test the system~ Once the test and certification procedures are
complete, the system will be available for DOC acceptance and use. MCr
will hold an initial one-day user training class at each facility for DOC
staff. The class will meet for one full day during which time DOC staff
will receive hands-on .training on the ITS system's features and
functiQnality. MCr will provide training and system operations manuals. to
class participants. .
Deliver equipment to Group 3 facilities: The.inmate call control system,
inmate· telephones, and associated hardware, software, and wiring
materials will be delivered to the four (4) Group 3 faCilities.
Begin installation - Group 3: Installation activities will'begin at Group 3 .
facilities. .
Test and turn-up system- Gro'up 3: After installation, MCr will •
thoroughly test the system. Once the test and certification procedures are
complete, the system will be available for DOC acceptance and use. MCl
will hold' an initial one-day user ,training class "at each facility for DOC
staff. The class will meet for one full day during which time DOC staff
will receive hands-on' training· ·on . the ITS system's features and
functionality. MCr will provide.training and system operations manuals to
class participants.
Deliver equipment to Group 4 facilities: The inmate call control system,
inmate telephones, and associated· hardware, software, and wiring
materials will be delivered to the seven (7) Group 4 facilities.
Begin installation - Group 4: Installation activities will begin at Group 4
facilities.
Test and turn-up system- Group 4: After installation, MCr will
thoroughly test the system. Once the test and certification procedures are
complete, the system will be available for DOC acceptance and use,. Mcr
will hold an initial one-day user training class at each facility for DOC
staff. The class will meet for one full day during which time DOC staff
will receive hands-on training on the ITS system's features and
Tab 8 - Maintenance Requirements
364
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33.
34.
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36.
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Payphone and Inmate Telephone Services
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RFP No. 2005-081-011
functionality. MCr will provide training and system operations manuals to
class participants.
Deliver equipment to Group 5 facilities: The inmate call control system,
inmate telephones, and associated hardware; software, and wiring
materials will be delivered to the seven (7) Group 5 facilities.
Begin installation - Group 5: Installation activities will begin at Group 5
facilities.
Test and turn-up system- Group 5: After installation, Mcr will
thoroughly test the system. Once the test and certification procedures are
complete, the system will be available for DOC acceptance and use. Mcr
will hold an initial one-day user training class at each facility for DOC
staff. The ,class will'meet for one full day during which time DOC staff
will receive hands-on training on the ITS system's features and
functionality. Mer will provide training and system operations manuals to
class participants.
Post cutover meeting: A post 9utover meeting will held between DOC ,
staff, MCr account and project management team, and representatives
from VAC. The purpose, of this meeting will be to discuss additional ITS
system'testing activities (if required) and DOC system acceptance. The
meeting will also provide a forum to identify any unresolved issues and
establish a plan and time frame for resolution.
'Complete installation and conversion: All activities-including
installation, testing, inmate orientation, initial DOC staff training, cutover
and system acceptance-are complet~.
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, Inmate Phone System Installation - Per Each Site
Many activities, ,such as training, '~il1 t'ake place"on a site level as described in MCl's
response to TAB 7 of this, ~p respoJ1se. Table 2 lists the activities that may be required,
to implement the new ITS, 'at ,each ,o.fthe DOC facilities. The list includes steps that may
or may not be perfonned at 'a 'p'articuiar site. Also, the time duration given is a
conservative estimate, and may. be longer than the actual time necessary to complete a
given t a s k . '
Table 2. Inmate Phone Installation
Section 2
Tab 8 - Maintenance Requirements
365
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The following numbered paragraphs provide a detailed description of the tasks listed:in '.
Table 2.
:'
1.
Issue s~rv~~r.·orders: B~gins the installation pro~ess.
2.
Order MCI access.. ~ircuits: Access circuits' serving the inmate phones
are ordered. '.
3.
Order frame relay network access: Frame relay network access circuits
that will connect the site to the WAN and central server locations are
ordered.
4.
Site Implementation meeting with facility staff: Mel installation team
will meet with facility staff to review installation activities required, and
identify any escort requirements.
5.
System location requirements set: This addresses the verification of
where the facility ITS equipment is to be located.
6.
Call processing and recording equipment manufactured: The normal
interval is 30 days.
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Section 2
Tab 8 - Maintenance Requirements
366
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Payphone and Inmate Telephone Services
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RFP No. 2005-081-011
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Section 2
Site survey completed: The site survey allows the MCI implementation
team to assess the specific needs of the installation. This may include
additional. cabling and other site preparatio~s.
Site name branded call announcement recording developed: This
refers to the recorded message hear4 by the called party which identifies
that the call is coming from the Commonwealth of Pennsylvania <facility
name>.
Cable installations scheduled: As needed, cabling within the prison from
the inmate_ call processor to the inmate phones.
Employee security check: MCI will supply all information on employees
and subcontractors who will participate on-site in the installation for the
purpose of a security check and clearance.
Establish 'conversion plan: MCI will establish a plan to 'ensure that.
conversion to the new service goes smoothly and without interruption of
servIce.
Train DOC. facility staff: Each in4ividual facility's employees who will
be working with the system will set-up with a User ID .and password and
will be' trained ·on operating the ITS system.
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Develop inmate user -information literature: The information will
'provide instructfons to inmates -on how make calls with the new ITS
system(s). .
_ . .
Begin cable installation: Ifrequired.
Oversee TELCO installation: This is part of site preparation to assure
that the installation and. testing ofthe access'circuits go smoothly.
Equip;ment d~live:t;ed to th~ site.: Equipment wi,11 be delivered directly to _."
the faCilitY- via common carrier or by. the installation team prior to the
instal1C).tion time frame.
Install~ti~n begin~: .This includes i~ate' telephone station equipment,
on-premise 'ITS sy.stems, computers, fraines, and ot,her equipment.
Software installed and system programmed: This includes installation
of the station and trunk line cards, programming configuration of the ICS
and call anhouncement scripting/branding.
Site DOC user training: DOC ITS users will be trained to operate the system and the particular needs ofthe DOC.
System Testing and certification completed: Refers to MCl's
instal1ation team successfully completing a full system testing a.l1d
certification process to insure that all system features and functionality are
operating correctly and are ready for system cutover.
System Cutover: Inmate phones are cutover to new ITS system and test
calls placed from each physical inmate telephone to assure that each is
functional and operating correctly.
Tab 8 - Maintenance Requirements
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Mel. --------------------------------Payphone and Inmate Telephone Services
RFP No. 2005-081-011
Final acceptance: Installation is complete and site DOC stafftakes charge
of the system.
The project of installing a new inmate calling system throughout the DOC involves
several critical paths. The above schedules. show examples of the activities and
milestones for several critical paths for typical installations and cutovers. Actual critical
paths for the cutover will be developed after the first implementation planning meeting.
Equipment for the ITS will be ordered directly following final contract signature, and will
be assembled, tested, and shipped to the installation teams.beginning 30 to 45 days after
contract award. Mcr has a close working relationship with its equipment manufacturers
(VAC and Willte£), and will work with them to ensure that the equipment is delivered in a
timely fashion. Mer will assume the risk of, loss and/or damages during shipment,
unloading, and installation for all the proposed e,quipment to be provided by MCL Mel's
·service and installation technicians will be responsible for the removal of all packing
crates, boxes, paper, packing materials? and ~ll other extran,eous materials at MCl's
expense.
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'. i The proposed inmate call control systems and a~l other related hardware, software, i1111.1ate
.' telephones, and wiring necess~ will be installed in a manner and under a time frame
·designed to minimlze disruption of the normal functioning of the DOC.. It is agreed>that
any delay in the schedule caused by DOC personnel will increase MCl's time allowed to
·cutover by the length of stich a delay.
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'MCr has dedicat~d corrections ~8rket specialist~ whb have extensive experience
successfully installing and maintaining inmate call control systems. Upon contract
award, MCr will provide a dedicated implementation and installation team, including a
'\ .: ',' 'dedicated proj ect manager who will oversee all' installation, testing, turn-up, ..'and
conversion activities.' Each member of MCI's installation team will adhere to and follow
. :.all related DOC policies and procedures. They will also s'ee that all activities ,are
performed in such a manner that any disruptions are minimal, and that installation and cut
over time frames are met.: '. ",
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Tab 8 - Maintenance Requirements
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Payphone and Inmate Telephone Services
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New Technology:
a. After the contract award, additions and/or substitutions shall be allowed provided:
It is approved in writing by the Director, Bureau of Infrastructure and Operations, Office of
Administration, with the consultation from' the Department of Corrections.
Product/service meets or exceeds performance of the original; and
Product/service is compatible with the original.
Contractors must cooperate with the Commonwealth if DOC desires to introduce third party
technology.
MCI Response:
:MCI has read understands and will comply. .
:.MCI and VAC's extremely knowledg~able and trained staff.is alway.s looking into new
·and more advanced ways on improving our current ITS platfonns with new ideas and
new technology, MCI and VAC are dedicated to being on the cutting edge of current
...,developments in both voice and data advancements.
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'.; ~At anytime Mcr believes to have a tested, and proven new enhancement to the ITS it
·will get approval from the Director, Bureau of Telecommunications Services, Office of .
.Administration, and with consultation from the Department of-Corrections. All of our '.
new services will either meet or exceed the current applications in place, and at no cost
.,to the DOC. They will perfonn and/or exc:eed the origin~l services according to the
.,contract.
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.b. If new service, having the same functional purpose of the service under the contract, is
,developed and comes into stan9ard prod.uction.afte~ ..or dur!f.!9 thFl contract award, that service
'. shall be considered for additjon and/or,replacememt for the service under contract. The
.
. Contractor must make awdfteri request to Director, Bureali"of Infrastructure and Operations,
Office of Administration, for new service to be added to the contract. Such written request must
include the speCifications for the new service, evidencing that the new service servers the same
functional purpose and in a close association to the service under contract. The Contractor shall
be responsible for reimbursing the Commonwealth for the travel. expenses of the representatives
.
of the Commonwealth to attend the demonstration(s).
All proposed additions or replacements are subject to a review and written acceptance the
Director, Office of Administration, Bureau of Infrastructure and Operations.
MCI Response:
MClhas read understands and will comply.
Any new or enhanced service that Mcr introduces during the contract after initial award
will be considered an addition or enhancement to the original services. These new
services will fall under the same tenns and conditions as all other services requested and
purposed in the original contract. MCr will make a written. request to the Director,
Bureau of Commonwealth Telecommunications Services, Office of Administration, on
any and all new services. All new services provided to the P A DOC will perfonn equal
Section 2
Tab 8 - Maintenance ReqUirements
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Mel. -------------------------------Payphone and Inmate Telephone Services
RFP No. 2005-081-011
to or better than the original services installed. If any costs are incurred by the PA DOC
for travel during testing and demonstration of such new services, MCI will fully
reimburse the DOC for such costs. MCI understands that all new services are subj ect to
be reviewed by the Commonwealth and DOC. '
12. Disaster Recovery Plan: The Contractor shall have an alternative detailed plan for
resolution of service during a major outage including the availability of redundancy of each
DOC SCI location.
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MCI Response:
MClhas read understands and has complied with a copy of its proposed disaster
recovery plan included in this proposal response.
13. Minimum Contractor Background Checks Policy: Th~ Contractor shall comply with the
Governor's Office of Administration, Office for Information Technology Bulletin (ITS) minimum .
Contractor background checks policy; refer to the policy in Attachment 21 .
.MCI Response:
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MCI has read understand,s and will comply.
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Tab 8 - Maintenance Requirements
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Tab 9 - Fi,nancial Requirements
Contractors must submit a complete and detailed description of the financial reqUirements that
it will provide for system Band C as requested in RFP Section 2.5-G Financial.
Mel Response:
Mer has read, understands and has complied in the pages to follow. Per Commonwealth
requirements no cost data has been included in the responses.
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Tab 9 - Financial Requirements
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Payphone and Inmate Telephone Services
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RFP No. 2005-081-011
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2.5-G. Financial:
1.
Best Offer Commission Percentages:
a.
A percentage of the gross billed revenue from the telephone services requested by this
RFP shall be offered in the form of commissions to the Commonwealth as a result of
competitive bidding in response to this RFP. For inmate collect and prepaid telephone service,
all accepted calls would be considered "billable, therefore, "billed" and commissionable," which
includes all surcharges and taxes. (Removed per September 9, 2005 amendment 3)
Mer Response:
MCl has read understands and will comply.
MCl agrees that all accepted calls would be considered billable and therefore billed and
commissionable. Mel further offers that "Connnissionable Revenue" is the revenue.
derived from the "billed and commissionable" calls billed at the rates and per call
surcharges as proposed by MCr within the Commissions Section of this RFP and
accepted by the Commonwealth of Pennsylvania under any resulting contract.
"Commissionable Revenue," is to be defmed as gross billed revenue (with no deduction
for fraudulent, uncollectible or unbillable calls) from DOC collect calls generated by the
telephones covered under any. Contract resulting from this RFP response, handled by, .
MCl Operator Services and carried on the Mcr network, but excluding: (i) Taxes (as'
defined in the Guide) and agreed to by the Commonwealth; (ii) credits issued to DOC
called parties and (iii) Governmental Charges (as defmed in the Guide), including. but not
limited to Federal Universal Service charges and Carrier Access charges.
b.
Contractors shall submit proposals based upon their best offer commission percentages.
Mer Response:
MCl has read understands and has complied in the separately sealed Commission Section ,!.
with its best offer commission percentages.
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2.
Commission Data Submission: Contractors shall provide the commission data in a
separately sealed section of the proposal. Refer to Part 2, Paragraph 2.?-~.
Mel Response:
MCl has read understands and has complied with a separate sealed Commission Section
as described in Part 2, Paragraph 2.2-2.
3.
Revenue Generation: The commissions will not apply to calls resulting from using 800 to
access Jive or automated operator services, i.e. 800-COLLECT, BOO-CALL ATT, etc. nor to calls
dialed to, and terminating on, toll free 800/888/877/etc numbers. The Commonwealth requires
the Contractor to provide commission payments based upon a percentage of the gross billed
revenue, which includes all surcharges and taxes(removed per September 9, 2005
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Tab 9 - Financial ReqUirements
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RFP No. 2005-081-011
amendment 3) on non-coin inmate station. Gross revenue is defined as revenue for all billed
calls without exception. The following shall be required of each Contractor:
MCI Response:
MCl has read understands and will comply.
MCl agrees to process commission payments based upon a percentage of gross billed
revenue. MCl further offers that "Commissionable Revenue" is the revenue derived from
the "billed and commissionable" calls billed at the rates and per call surcharges as
proposed by MCl within the Commissions Section ofthis RFP and accepted by the .
Commonwealth of Perinsylvania under any resulting contract.
"Commissionable Revenue," is to be defined as 'gross billed revenue (with no deduction:
for fraudulent, uncollectible or unbillable calls) ~om DOC collect calls generated by the·
telephones covered under any. Contract resulting from this RFP response, handled by,
MCl Operator Services and cairied on the MCl network, but excluding: (i} Taxes (as
defined in the Guide) and agreed to by the Commonwealth; (ii) credits issued to DOC
called parties and (iii) Governmental Charges (as defined in the Guide), including but not
limited to Federal Universal Servic~ charges and Carrier Access charges.
.
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a.
Only the following payment options and service shall be available to the inmates when
placing calls from the inmate stations: collect station-to-station and prepaid. The system must
be capable of handling both collect and' prepaid calling:
MCI Response:
MCl has read understands and will comply.
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MCl's proposed solution will allow for: Station-to-Station Collect and Prepaid calling.
Due to the fact that there are many industry terms used to describe the various payment
options available in the market today; it is important to note that for the purposes of this··' .
RFP the term "Prepaid", is being used to describe a payment option that would alloWithe.:
Inmate, not the called party, the ability to advance purchase minutes of use through the
Department of Corrections canteen. It is also important to note that as described:' ,
throughout this RFP response, MCl will offer its V-Connect solution. This solution is a,
Called Party PrePaid billing option.
b.
The Contractor shall submit the projected annual gross billed revenue, the commission
percentage, the projected annual dollar commission payment, and the minimum annual dollar
guarantee for each service to the Commonwealth on Attachment 25-A and 25-8 - Section 2
only.
MCI Response:
MCl has read understands and has provided the requested data in the separately sealed
Commission Section.
Section 2
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c.
Each Contractor shall explain in detail, on Attachment 25-A and 25-8 -Section 2 only,
how all commissions are determined or calculated. Specify all factors that the Contractor shall
use and include them in the response to the RFP.
Mel Response:
Mer has read understands and has complied with the requested data in its financial
response docu~ent.
d.· The Contractor must maintain complete and accurate call accounting records for the
initial five (5) years pf the contract, plus any e~tensions to it, which shall be available for audit at
the request of the Office of Administration and the Department of Corrections or designees. All
information should be retrievable in a print format and electronic media. These records shall be
retained by the contactor for the life of the contract and transferred to the Commonwealth at the
termination of the contract. The electronic media required to read the data may not be
.
proprietary.
Mel Response:
MCr has read understands and will comply.
MCr will retain this information for the requested five (5) years ofthe contract plus an, .
additional seven (7) years following contract termination.
e.
The Contractor shall explain, and diagram, a call from off-hook to completion normally
used by each Contractor in the operation of its business for collect calling and for prepaid call. .
Mel Response:
MCr has read, understands and has provided below the call flow of a standard Collect and·
Prepaid call process.
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,~
',. The proposed Focus 100 ITS provides :fully automated operator services. The automated
operator gives dialing instructi.ons, call-type and language options, error prompts, makes
initial contact with the called party and provides information about the call, including the
inmate's name and the name of the correctional facility. The automated operator does not
connect the call until the called party positively accepts it.
The Focus 100 provides clear voice prompts to assist and instruct an inmate from the
time he or she lifts
. the receiver until the call is completed and disconnected. The inmate
never has access to a live operator. The ,system requires that all calls must return to the
equivalent of a primary dial tone, by hanging up the phone before another call can begin.
Following are the default prompts and events that occur during an inmate call. Wording
of prompt messages may be changed at the Commonwealth's request.
)
The standard "Call Flow" for dialing a station-to-station call is as follows:
o
o
......... -
Section 2
-_._--------.---._----_._-. - - - -
Tab 9 - Financial Requirements
374
......
*
Mel.
Payphone and Inmate Telephone ServIces
-------------~~----R-FP-N-o-.2-0-05--0-8-1--0-11-
1.
Pick up the telephone handset
2.
Retum dialtone.
3.
Dial "0" + the AREA CODE + NUMBER for collect calls.
Dial "1" + the AREA CODE + NUMBER for debit calls.
4.
At Prompt, Dial Inmate Identification Code (PIN) If the
inmate dials an incorrect PIN number the system prompt will state
""The PIN you have entered is invalid. Please hang up and try your
call again."
5.
At p,rompt State YOUR FULL NAME (for first time users
only, all proceeding calls will play stored recorded name)
6.
7.
The system will prompt the inmate with the message
"Your call is being processed." The inmate does not hear the called
party.
until the call is accepted.
:cv"
Ifinstalled Voice Verification (V-PIN) will provide an additional level o/verification at·
the PIN input level item 4 above.
.
the
UpO!,l. completion of
above process, MCI will begin the call ;validation process. }\II
calls are validated using the·following procedure .
.: ...;'
..",'
,;
,
"
..;
';. '
'.;:
."
1. The destinat~on,nurp.~er is checked first agamst the F~cus lOa's facilit,Y--wide Call
Block, Call Schedule, and Call Allow lists. (Collect and PrePaid)
2. The number is checked against the inmate's personal Call Block, Call Schedule,
and Call Allow 'lists associated with his / her PIN. (Collect and PrePaid)
3. For Collect Calls, The destination number is passed to MCI CVG application
which checks, for billing blocks, call party request blocks, and Line Information
Database (LIDB) blocks. If the destipation number is valid, a signal is returned to
the phone to authorize the call. If the destination number is not valid, the
automated operator will inform the inmate ofthis and terminate the call. The
listed below diagram shows that MCI provides redundant links to the CVG. This
extra added connection ensures for call completion. (Collect Only).
4. For Pre Paid Calls, the system will ping the inmates account balance to insure that
enough funds exist to complete a lminute call.
·0
o
Section 2
Tab 9 - Financial Requirements
--_ .. _..._.._---_..-._._._._-_.- - - - - - - - - - _ .
375
._--_.__ .. _._ .... __. _ - - - - - - - - - - ,
*
rvlC:l.
())
Payphone and Inmate Telephone Services
----------------------------~-------R-FP--No~.-20-0-5--08-1--0-11-
lfthe called number fails,any of the above listed validation procedures, the inmate wilIbe ..
prompted with an appropriate message stating that the call could not be completed: A
complete listing of validation error messages is as follows:
:';.
"
A. Insufficient Funds in Prepaid Account. "You have insufficient funds to place this
call. II
B. Casual Block-Denied, Or LIDB:Block. "This number has been blocked at the
,'" .:); ,
customers re~uest. "
.I
C. No number associat.ed with the speed dial bin selected "The speed dial number
selected does not have a phone number .assigned
JJ
D. Global Block, E.g. Director DOC, Governor etc. "The phone number you have
dialed is not allowed.
JJ
E. Unable to Validate for LIDB "The system is not available for collect calling.
Please try your call again later. II
.
F. Denied Phone Privileges by the D.O.C. IIYour account has been restricted by the
correctional facility. "
G. Problem with Debit Server. liThe system is not available for debit calling. Please
try your call again later.
H. Number Blocked by MCl "The number you are calling is blocked by MeL
JJ
1. Inmates PIN is currently in use. "You have a call already active. "
Section 2
i
Tab 9 - Financial Requirements
376
'*
Payphone and Inmate Telephone Services
-------------------------------------R-FP-N-o~.2-0-05--0-8-1--0--11
nnC:l.
Ifthe call passes each ofthe above listed validation processes the call is then processed to
the called party for acceptance. .It is important to not that all calls completed will be
station-to-station amlOunced calling (collect and prepaid calls). Station-to- station calling
is the placement of calls from one telephone number to another telephone; not to a
specific person at a telephone number, known as person-to-person.
.
The Focus 100 is set up only to call a specific telephone number. Connection of the call
is bas_ed on the positive acceptance of the offenders call by whoever answers the phone at
the offender dial telephone number. Until the call is accepted by the called party, no
communications are allowed to take place between the offender and the indiviq.ual who
answers the call on the other end. The guarantee· of station-to-station calling is set up
with customized voice prompts reflecting the name of the facility., the offender's name,
and instructions for accepting the call, etc. This announcement also 'states that the. call
will be monitored and recorded and that the use. of 3-way or call waiting will disconnect
the call. The announcement can be customized to meet most any customized
announcement requirements that the PAQOC may have ..
When the called party answers an offender placed collect c.all, both the offender and
called party will hear an announcement similar to the following:
•
'• • :
~
. :
I
• I
"This is an MCr Collect Call from "Offender Name" at the "Commonwealth DOC
Facility. Name". This call will be monitored and recorded. The use of 3-waY--'or
call waiting will disconnect the call. To hear the cost' of this call, dial 8 now... If
you wish to block any futUre collect calls dial, 7. To refuse this call, hang up ... If .
you wish to accept and pay fbr this call, dial 5 now."
'1,
.,'. For offender paid prepaid calling' the' same answer applies. The only thing that changes
within the automated announcement is the call type, and any call cost relate<;l information
as the called party:is not responsible for the costs· associated,. with an offender prepaid
call. . When the called party answers an offender placed debit call, both the offender and
called party will hear an l:l!lIl0~cement similar to. th~ following:
'"
.
.,'
. . '
"This is an MCr 'Prepaid Call from "Offender Name" at the "Commonwealth
DOC Facility Name". This call will be monitored ap.d recorded. The use of 3way or call waiting will disconnect the call. If you wish to block any future
collect calls dial, 7. To refuse this call, hang up. If )Tou wish to accept this call,
dial 5 now."
If the call is accepted by the called party the connection is made and the recording and
billing process is started. .
the
above Call Setup process several factors can occur that will keep the call from
During
completing a connection. The following is a listing with the automated system prompt.
A. Ring No Answer. "Your call has not been answered. Please try your call again
later." <Hang up >
(9
Tab 9 - Financial Requirements
Section 2
-_._ .. _-_.__ __ __. _ . _ - - _ . _ - - - - - - - - - - - - -
........
..._
.
..
377
..
"
..... .
';"':
:
"'!.
,*
'Mel.
Payphone and Inmate Telephone Services
----------------.,;~----R-FP-N-o.:..-.2-0-05---08-1--0-11-
B. Busy. "The line is busy. Please try your call again later.'~ <Hang up>
C. S.LT Tone "Your call cannot be completed as dialed. Please check the number
and dial again." <Hang up>
D. Inmate hung up during hold. "No system response"
E. All lines busy (Outbound Circuits). "All lines are busy. Please try your call
again later."
F. called party hangs up. "Your call was not accepted."
.
During the call process the Department of corrections may choose to implement overlay
message to be played at random: times during the call. The message will state that "This
"
i
.
call Originates from a Pennsylvania Correctional Facility. "
'f.
The Contractor, shall explain in detail, and diagram, how IntraLata and InterLata calls shall
be handled.
).VICI Response:
MCl has read and understands.
(5) :,:
'.'
The call procedures listed in response to item F above are the procedures for all call"
types Local, IntraLata arid InterLata:'
-:" : g.
The Contractor shall explain the billing process for all billed calls and the collection
. " :.' process for the bills'for all calls inCluding uncollectible calls.
I,',
",
.
. MCI Response:
Mel has read, understands and has complied with Mel billing procedures below.
For the processing of billing Call~d Party Paid Coll,e~t Calls, MCl will utilize the
following billing methods.
Local Exchange Carrier (LEC) Billed: The most common billing method,
this process allows the called party to receive his/her billing on their LEC
invoice. The LEC must have a billing arrangement with MCL All collection is
processed on a monthly basis between MCl and the Billing LEC.
Competitive Local Exchange Carrier (CLEC) Billing: MCl currently has
several billing arrangements with CLECs across the US. In cases where MCl
does have a billing arrangement in place, calls will be billed on the customer's
CLEC invoice. All collection of funds is processed on a monthly basis
between MCl and the Billing CLEC.
(9
...
Section 2
Tab 9 - Financial Requirements
_-_.__._---------- - - - - ' - - - - - - - - _ .
378
I
*
~C:I.
Payphone and Inmate Telephone Services
-------------------------------------R-FP-N-O~.2-0-05--0-8-1--01-1-
It is important to note that the lack of a billing arrangement with MCr for the above two
billing options above, will not impact the called party's ability to accept an offender call
as detailed below.
Called Party Prepaid (V-Connect) Billing: For called parties that are in aLEC
or CLEC that does not have. a billing agreement with MCr, the called party will be
able to accept offender collect calls via MCl's proposed VAC V-Connect:
program. Further information regarding this program is provided in MCr
response to Tab 6.
MCI Direct Remit Billing: For any customer that does riot meet any of the
above billing methQdologies, Mcr will direct bill this customer. Mcr invoices
each customer on a monthly basis and the customer remits payment back to MCr.
In· each of the above billing processes the customer's invoice will me noted with a Toll
Free number that will direct customer to MCl's Dedicated Inmate Customer Service
Center located in Gainesville Florida. This c~ll center supports only MCl's Corrections
customers and can assist the customer in payment arrangements, billing options and
general billing or service questions.
h.
The Contractor shall provide commission checks on a monthly basis to the Department of
Corrections. Checks will be accepted from one Contractor who is the prime contactor. The
checks shall be sent to.the Department of Corrections and shall be accompanied by a report in
paper that as a minimum includes 1-5 below. Contractor shall also provide monthly the inmate
collect filnd prepaid call records sent electronically.
For reference, see Attachments 22 and 23, the current Contractor's reports for the DOCs '
monthly usage of prepaid (m·orithly-prepaid details, site codes, deposits, velocity, debit calls
and collect cut off reports) and collect commission reports.
Total Commfssion
Total Revenue
Total Messages
Total Minutes
Total Stations
Mel Response:
Mel has read, understands and will comply.
As the prime contractor, MCr will be solely responsible for the calculation and
delivery of all commissions checks to Department of Corrections. Ea.ch check will be
accompanied with a report providing, at a minimum, the above listed information in a
format acceptable to the Department of Corrections.
In addition to the requested monthly reports, the proposed Focus 100 system's
Shadow application provides robust investigative and administrative reporting
Section 2
Tab 9 - Financial Requirements
379
":,:-
.,~
*
fVI<:l.
\
'-c')
Payphone and Inmate Telephone Services
-------------------------------------R-FP-N-o~.-20-05---08-1--0-11-
\
capabilities, producing immediate, real-time reports. The Shadow application has
approximately forty standard reports that are available and are easily accessible using
a user friendly GUI interface on the system workstation or via the web browser.
Listed below are the available financial reports that can be utilized at any time by all
authorized user.
Call Refund
Generates and prints a summary transaction report
when a Call Refund transaction is performed.
Daily Call Charges
Provides a list of collect and debit call activity. for
a day. or date range.
Financial Transactions
Provides a record of the total number of financial
transactions for an individual offender.
. Offender Deposit
Offender Reconciliation
;
Provides a record of individual offender debit
deposits.
Offers a 'detailed reconciliation of an individual
offender's debit account.
.,'
i.
The selected Contractor will be provided the name and address of each payee location,
the total number of stations, and the telephone numbers after award of the contract.
MCI Response:
MCl has read, understands and will comply.
j~
, The Contractor shall maintain an accurate recording and tracking system for
substantiating commission payments. A complete explanation of this recording and tracking
system such as where it shall be located, how to access it, etc., shall be provided in the
response to this RFP.
.
MCI Response:
MCl has read, understands ,and will maintain an accurate recording and tracking
. system for substantiating commission payments.
Section 2
Tab 9 - Financial Requirements
380
*
Mel.
Payphone and Inmate Telephone Services
--------------''----~----RF-P-N-o:...-..2-00-5--0-81--0-1-1
MCI maintains several levels of call detail storage offering the ability to Audit and
Substantiate the "Commissionable Revenue". This data is stored within Value Added
Communications (VACI) and MCI· redundant systems located in Richardson and
Plano Texas as well as Sacr~ento California. The data is provided to the
Commonwealth each month in the form of paper Commission Reports. MCr can make
arrangements to have the data provided to the Commonwealth on a monthly basis to
be stored on Commonwealth maintained systems. Additionally, the Commonwealth
can access any and all call detail information directly from the ITS via any
Administrative WorkStation.
MCI understands the Commonwealth's desire to have access to this data and will work
'with the Department of Corrections to insure the data is provided in an acceptable
format.
.k
It is solely the Contractor's responsibility to collect the revenue on the billed calls
generated through the non-coin collect-only inmate telephones. Uncollected or uncollectible
calls are not to be subtracted from the gross revenue base for the purpose of determining the
commission payments to the ,Commonwealth. The Contractor shall state what action(s) are
taken in the event that, after a collect call is billed, the billed party refuses to pay the charges;"
Mel Response:
MCI has read, understands and has complied with MCI billing procedures below. '
',1
As the prime contractor, MCr will be solely responsible for the collection of billed'
calls generated through the non-coin inmate telephones. Uncollected or uncollectible
calls will not be subtracted from the, "Commissionable Revenue" for the purposes of.
determining the commission payments to the Commonwealth.
With regard to billing actions taken by MCr for customers that refuse to pay. for billing,
MCl will block the person's ability to receive calls. In a LEC BILLED environment this
occurs upon notification from tl,le LE;C to MCI and is generally 6 to 9 months after the
original calls were made. These customers will be sent to a collections agency for
handling at that time.
Direct Remit and V-Connect billed customers are considered past due 30 days past the
invoice due date. Customers will be blocked at that time and if no payment is made
within 120 days the account will be sent to a colle.ctions agency.
Any customer who has had their account blocked for non payment can contact MCl's
Florida Customer Service to make payment arr~gements and have their account
unblocked.
Section 2
Tab 9 - Financial Requirements
381
------------
~
1V1<:1.
I.
Payphone and Inmate Telephone Services
-------------------------------------R-FP-N-o-.2-0-05--0-8-1--01--1
The Commonwealth shall bear no responsibility for fraudulent calls.
MCl Response:
Mer has read, understands and agrees.
m. '
The Commonwealth shall bear no responsibility for theft offunds, and
furthermore, no stolen or lost funds shall be deducted from revenue on which commissions are
paid to the Commonwealth.
MCl Response:
MCr has read, understands and agrees.
n.
calls.
The Commonwealth shall bear no responsibility for unbillable or unco"ectible
MCl Response:
Mer has read, understands and agrees.
4.
Service Revenues and Commissions:
The total amount of revenue to be generated by this RFP will depend upon the
Department of Corrections policy on inmate use of the inmate telephones.
B.
,
,
The Commonwealth of Pennsylvania cannot guarantee the rate of usage of the inmate
, telephone system, or the number of calls to be processed because of fluctuation in inmate
usage, inmate population or sound correctional practices.
See Attachment 24-A through 24-D for the monthly number of messages and minutes billed by
the incumbent InterLata carrier, IntraLata and local carrier. Changes occurred in long distance
services from the original carrier AT&T in a transition:to T-Netix during Febrl!ary 6, 2002
through February 21,2002, when the inmate services at all DOC-SCls were changed to TNetix. In May, 2003 the inma,te services were <::h,~nged from T-Netix long distance (LD) carrier
service to Verizon Select Servic~s, I~W. (VSSI)'LD services. The figures are provided in
Attachments 24-A through' 24-D is fo'r calendar years 2001, 2002, 2003 and 2004.
Contractors are also urged to refer to Attachment 9, the Department of Corrections Inmate
Policy, pertaining to inmate access to the inmate telephone system. To some extent, this policy
statement, limits the minutes of calling for'specific classes of inmates as noted. Again, refer to
the statistics in Attachments 22, 23 and 24. Contractors should note that the DOC inmate
access-to-telephone policy is an issue bf periodiC review.
MCI Response:
Mer has rea,d, understands and has reviewed the provided data. Mer understands that
the Commonwealth of Pennsylvania makes no guarantees to the rate of usage of the
ITS.
'
b.
The Commonwealth retains the right to audit the calling data and revenues resulting
commissions for System B. The Contractor shall commit to this in its response. The
Section 2
Tab 9 - Financial Requirements
in
382
*
Mel.
Payphone and Inmate Telephone Services
-----------'------,--------RF-P-N-O.;.....2-0-05--0-81--0-1-1
Commonwealth shall furnish the Contractor ten (10) days written notice prior to executing its
right to audit. All information necessary for the Commonwealth to complete such an audit shall
be maintained within the Commonwealth of Pennsylvania. If travel is required within the
Commonwealth of Pennsylvania, the Commonwealth will be responsible for the travel expenses
of Commonwealth personnel. All other expenses of the audit will be the responsibility of the
Contractor.
Mel Response:
MCl has read, understands and agrees.
Mcr will support the Commonwealth's right to audit the calling data and understands
that the MCl w~ll be responsible for the Commonwealth's expense associated with the
,
Audit less travel.
'
5.
and
Commission Data: Attachment 25-A Section 2 and 25-8 Section 2 establishes the content
format of the commission data required to be included in the proposal.
Mel Response:
MCr has, read, understands and has provided the requested data in the Financial
Response to the RFP.
y
6.
Commission Payments: Each Contractor shall make commission payments to the
Commonwealth or to the designated using agency in this RFP the Department of Corrections,
or organizational elements thereof, which participate in the contract as designated by the OffIce
of Administration.
Checks from the prime Contractor for payments representing cpmmissions from inmate
telephones for collect calls and prepaid calls, shall be paid monthly by the 30th calendar day-(or
last day of the month if the month has less than 30 days) of the following month to the DOC.
These payments shall be'accompanied by the management report as noted in paragraph 2.5G, 3.1. above.
"
Mel Response:
MCl has read, understands and will comply with the paynient time frame listed above
and will provide the reports as listed in 2.5-G, 3.i above.
7.
System Responsibility: The Contractor shall be responsible for the installation of the
complete tested Systems 8, and C. Any required interface equipment, although not specifically
mentioned in this RFP, must be provided by the Contractor without cost to the Commonwealth.
It is.to be understood that complete operating systems accepted by the Office of Administration
and the Department of Corrections are required in all cases.
Mel Respons'e:
MCr has read, understands arid will comply.
Section 2
Tab 9 - Financial Requirements
383
Payphone and Inmate Telephone Services
RFP No. 2005-081-011
8.
Contract Requirements - Disadvantaged Business Participation and Enterprise Zone
Small Business Participation:
All contracts containing Disadvantaged Busihess participation and/or Enterprise Zone Small
Business participation must also include a provision requiring the Contractor to meet and
maintain those commitments made to Disadvantaged Businesses and/or Enterprise Zone Small
Businesses at the time of proposal submittal or contract negotiation, unless a change in the
commitmentis approved by the BMWBO. All contracts containing Disadvantaged Businesses
participation and/or Enterprise Zone Small Business participation must include a provision
requiring Small Disadvantaged Business subcontractors, Enterprise Zone Small Business
subcontractors and Small Disadvantaged Businesses or Enterprise Zone Small Businesses in-a
joint venture to perform at least 50 percent ot" the subcontract' or Small Disadvantaged
Businesses/Enterprise Zone Small Business participation portion of the joint venture.
Commitments to Disadvantaged Businesses and/or. Enterprise Zone Small Businesses made at
the time of proposal submittal or contract negotiation must oe maintained throughout the term
of the contract. Any proposed change must be submitted to BMWBO which will make a
recommendation as to a course of action to the contracting officer
If a contract is assigned to another Contractor, the new Contractor must maintain the
Disadvantaged Businesses participation and/or Enterprise Zone Small Business participation of
the original contract
The Contractor shall complete the Prime Contractor's Quarterly Utilization Report (or similar..·
type document containing the same information) and submit it to the contracting officer of th.e·
agency that awarded the contract and BMWBO within 10 workdays at the end of each quarter.
the contract is in force. If there was no activity, the form must also be completed, stating "No.
activity ill this quarter." This information will be used to determine the actual dollar amount paid
to Small Disadvantaged Business and/or Enterprise Zone Small Business subcontractors and
suppliers, and Small Disadvantaged Businesses and/or Enterprise Zone Small Business
participation involved in joint ventures. Also, it is a record of fulfillment of the commitment your
firm made and for which it received Disadvantaged Businesses and Enterprise Zone Small
Business points
,
.
NOTE: EQUAL EMPLOYMENT OPPORTUNITY AND CONTRACT COMPLIANCE
STATEMENTS REFERRING TO COMPANY ·EQUAL EMPLOYMENT OPPORTUNITY
POLICIES OR PAST CONTRACT COMPLIANCE PRACTICES DO NOT CONSTITUTE
PROOF OF DISADVANTAGED BUSINESSES STATUS OR ENTITLE A PROPOSER TO
RECEIVE CREDIT FOR DISJ\DVANTAGED BUSINESSES UTILIZATION.
Mel Response:
Mcr has read, understands and has provided details regarding its participation with
Disadvantaged Business Participation and Enterprise Zone Small Business within
MCl's response to Disadvantaged Business Participation Tab within this RFP
response.
Section 2
- - - - - - - - _..
Tab 9 - Financial Requirements
384
-*
rvI<:l.
Payphone and Inmate Telephone Services
-----------------------------RF-P-N-o-.2-0-05--0-a-1--01--1
Tab 1.0 - Objections and Additions to Standard
Terms and Conditions
Contractor will identify which, if any, of the terms and conditions contained in Part 6 it would' like
to negotiate, and what additional terms and conditions Contractor would like to have included in
the terms and conditions. Contractor's failure to make a submission under this paragraph will
result in its waiving its right to do so later, but the
Commonwealth may consider late objections and "addition requests if it is in the best interest of
the Commonwealth to do so. The Commonwealth may, in its sole discretion, reject any
changes requested by the Contractor. Requested changes must be to the terms and conditions
set out in Part 6. Requests to change other provisions of the RFP will not be considered. A
request that Contractor's terms and conditions be substituted for Part 6 will not be considered.
All terms and conditions must appear in one Integrated contract. References to online guides or
online terms and conditions will not be accepted. The proposal and the commission must be
submitted on the basis of Part 6.
.:
;
MCI Response:
Paragraph 10, Warranty. Upon expiration or tennination of the Contract, MCr will no
longer be providing these services, so a one-year warranty is inapplicable to the Contract
'. scope of services. Mcr respectfully requests this provision be replaced with the
following: MCr warrants it will provide Inmate Phone SerVices and .equipment as
.described in MCl's proposal res1?onse to RFP #2095-081-01 L
Paragraph 12, Ownership Rights. MCI respectfully proposes this provision be deleted.
It does not apply to the Contractscope of services.
Paragraph 14, Hold Harmless Provisio.n. MCr accepts this term with the
understanding that neither party shall be liable to the other for any indirect,
consequential, exemplary, special, incidental or punitive damages, including without
limitation loss of use or lost business, revenue, profits, or goodwill, arising in connection
with this Contract, under any theory of tort, contract, indemnity, warranty, strict liability
or negligence, even if the party knew or should have known'ofthe possibility of such
damages.
}'.
I
I'~
"j
",
.
Paragraph 15, Audit Provisions. Due to the highly sensitive and proprietary nature of
MCl's records, Mer accepts this provision with the understanding that (1) the documents
and records subject to audit are limited to Contract documents and reports specifically
created for the Contract; and (2) any third party acting on behalf of the Customer under
this provision must execute MCl's standard Non-Disclosure Agreement prior to
examining, inspecting, copying or aUditing MCl's records.
c9
Section 2
Tab
10 - Objection and Additions
.. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
385
-~-------l
,-~---
~
\
(]
Mel,
Payphone and Inmate Telephone Services
---------------:.~---R-F-P-N--:O:......2-0-05--0-81--0-1-1
Paragraph 16, Default. MClproposes the following clause to replace Paragraph 16:
. Either party may tenninate this Agreement for default. Default shall mean a failure of the
other party to perfonn a material obligation under this Agreement which failure is not
remedied by the defaulting party within thirty (30) calendar days after receipt of written
notice thereof. In the event of default, the non-defaulting party may pursue all legal and
equitable remedies for breach.
Paragraph 20, Assignability and Subcontracting. MCr requires the freedom to assign
contracts in the event of a merger, acquisition or reorganization without seeking consent
from its thousands of customers. Therefore, MCr reserves the right to assign or otherwise
. transfer this contract, in whole or in part, to its parent or any other controlled subsidiary
or affiliate thereof, or to any purchaser of all or substantially all of its assets~
Paragraph 28, Integration. MCI's offer is predicated upon acceptance of its
clarifications offered with its proposal. However, MC! is willing to negotiate in good
faith with the Commonwealth to detennine n;lUtually agreeable terms and conditions for ,. ".
any ofthe provisions to which MCr has requested modification.
. 1
Paragraph 31, Liquidated Damages. As described elsewhere in MCI's proposal, this;,:, .
.offer is predicated upon removal of the Liquidated Damages clause related to payphone
.service. MC! respectfully notes that the Commonwealth would retain all other remedies
under the Contract, includi:Q.g recovery of actual damages. Notwithstanding the
foregoing, Mcr is willing to negotiate in good faith to detennine a mutually agreeable
liquidated damages schedule for payphone s<;lrvice that reasonably reflects the actual
damages to the Commonwealth ifMC! were not to perform in accordance with the
,.payphone portion ofthe Contract. Acceptance .of such provision will require Mcr to
change its proposed rates for payphone service.
(9
)
Section 2
Tab 10 - Objection and Additions
386
" .'
.'
v
~.
I.....
': '
l':
.',
*
nnC:l.
Payphone and Inmate Telephone Services
----------~------------~------~-------R-F-P-N-o.-2-00-5--0-8-1--01--1
2.5-C. Investigation Staff Operations:
Two (2) separate Central Office staff operations shall be provided full access to the SCI inmate
telephone control systems and the SCI' real time monitoring and recording systems and the,ir
associated databases as well as the central processor and its database. These operatiqns are
the Headquarters Security Office and the Office of Professional Responsibility. Both offices are
located in Camp Hill, PA.
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Telecommunications Capabilities:
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Communication Links:
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Data: Sels to the central processor: The SCls and the H.eadquarters
Security and Professional ResponsJbilIty Offices need data link access to
allow central database update from SCls, to allow inquiry into SCI
databases from Central Offioe locations, to allow inquiry into the oentral ,
processor database from the two SCI locations and to allow backup of
SCI inmate telephone control systems. .
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Mel Response:
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Mcr has read, understands and will comply.
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Mer will'provide a high speed connection into the Mel provided frame relay WAN (wide area
network). . This will anow anyone within these locations and with the proper password /
security level to monitor live calls and to download and listen to or re~record previously
recorded calls in a matter of seconds.
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Voice: SCls to 2 Central Office locations: Voice grade links shall be
provided from the Seourity Office and the Office of Professional
Responsibility to SCI's to allow real time monitoring and recording of .
selected remote inmate telephone conversations at eaoh of the central
locations. These conversions wifl have been selected by the inquiring
organization based on pre-set parameters such as PIN,.calied
telephone number, etc.
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Mel Response:
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MClhas read, understands 'and will comply.
As stated above, MCr will be providing a high speed connection into the Mel provided frame
relay wide area network. This will.allow both the Security Office and the Office of Professional
Responsibility to monitor both live and previously recorded calls. When a user from either of
·these two facilities wants to monitor a live"'call or to playback recorded calls the grade will be
tha;tof the l~ghest quality made PQssible which MCr will be installing for the', Commonwealth.
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Payphone ana Inmate Telephone Services
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Database Inquiry Capabilities: Up to 3 terminals shall be provided at the
Headquarters Security and Professional Responsibility Offices to aHow users to
inquire into the central relational database, or equivalent, located at the central
processor. The functionality accessed from the terminals shall be standard
reports and real time SQL like inquiries.
MCI Response:
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Mer has read, understands and will comply..
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Mer -will install the three (3) workstations as required.
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Each WorkStation will have the same
feature functionality is all workstations within the frame relay wide area network. They wlll
have the ability to monitor calls both live and recorded plus have same access to printing and
searching for any report capability within the system ..
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Remote Voice Monitoring Capabilities: Telephone capabllity shall be provided .
from the Headquarters Security and Professional Responsibility Offices to each
SCI to allow users to monitor and record inmate conversations real time and after
the fact. The real time conversations being monitored/recorded may be limited to
those associated with a notification based upon pre-set alert parameters.
Currently existing voice circuits s.hal! be used for concurrent voice· .
communications between the system operators.
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'Mer has read, understands and will comply.
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MCI will be installing new Tl circuits that carry traffic' from each facility to the called parties.
The WAN IFrame Relay circuits that .will, also be installed at each facility and the
Headquarters Security and Professional Responsibility Offices will afford the opportunity to
record live calls and to playback previously recorded calls. In addition to these recording
capabilities, the alert group feature and functionality of the Focus 100 system will
. automatically notify investigators on those alert groups of an attempt by either an inmate that is
being monitored, or a call from any inmate to a specific telephone number. Such notification .
can be accom:plished using the currently existing voice circuits.
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Information By Location:
a.
Headquarters Security Office: This office has headquarters responsibility for
inmate security matters at all SCI's
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Location: Basement of Centr?J1 Office, 2520 Lisburn Road, Camp
Hill, PA 17011.
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Function: Full access to central computer database and all SCI
databases. Remote audIo monitoring and recording of selected
inmate channels at any SCI. Full capability to generate reports as
required ..
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Payphone and Inmate Telephone Services
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3)
Terminals and Equipment Up to 3 terminals 1 PC (as amended
by addendum #2) and one laser printer; telephones ·for
monitoring; recording
device· for recording
telephone
conversations; speaker telephones for conferencing.
Mel Response:
Mel has read, understands and will comply.
Mer will install the workstation at the Headquarters Security Office location noted within this
section. This workstation will have full feature and functionality as all other workstations via
the MCr provided frame relay WAN. The workstation will allow the ability to monitor and .,
record telephone conversations and playback on the workstation speakers. Additionally, alaser
printer will be provided for printing of any report infonnation.
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Office of Professional Responsibility: This office is responsible for all internal
Department of Corrections security matters.
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Location: 1110 Fernwood Avenue. Camp Hill, PA 17011.
2)
Functions: Full access to central computer database and all SCI
databases. Remote audio monitoring and' recording of selected
inmate channels at any SCI. Full capability to generate reports as
required.
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Terminals and Equipment: One terminal; and one laser printer,
telephones for monitoring; recording device for recording
telephone conversations; one speaker telephone for conferencing.
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Move the Office .of Professional Responsibility: A new DOC
facility is in the planning stages, which will be located in Camp
Hill. The Contractor shall relocate all eqUipment for the
Headquarters Security Office and. the Office of Professional
Responsibility to the new facility when requested by the
Commonwealth and this shall be accomplished at no cost to the
Commonwealth
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Mel Response:
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Mer has read, understands and comply..
Mel will install the workstation at the Office of Professional Responsibility location noted
within this section. This workstation will have full feature and functionality as all other
. workstations connected to the MCl provided frame relay WAN. The workstation will allow the
ability to monitor and record telephone conversations and playback on the workstation'
speakers. Additionally, a laser printer will be provided for printing of any report infonnation.
Mel will relocate such workstation and circuit from the old facility to th~ new facility when
requested to do so at no cost to the Commonwealth.
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Tab 6 - Technical Requirements
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-* ----~~------------------------~~----R-F-P-No~.-20-0-5--08-1--0-11Payphone and Inmate Telephone services
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Inmate Phones for Testing Purposes for Both Collect & Prepaid Inmate Calls:
The Support Services Section (SSS) interfaces with atl DOC-SCls and all future
DOC-Sels. This requirement could expand and additional inmate test phones CQuld
, be required..
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Location: Support Services Section (SSS) located in the
Basement of Central Office, 2520 Lisburn Road, Camp
Hill, PA 17011 and af! DOC·SCls and a[[ future DOCSCls.
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Function: One test phone each for SSS and all DOCSCls that will go through the inmate control system for
making DOC test inmate ca[[s by a minimum of two (2)
. DOC personal at each .DOC-SCls & SSS locations. The.
phone will be located in most cases near the control
eqUipment. ,The. Inmate phone will be used for testing
the inmate control system and making both colleot and
prepaid accessed by PIN numbers with a list of twenty
(20) telephone numbers each. Contraotors will supply
these test calls with ho charges to the DOC with an
average of $100.00 a month for each DOC-SCI and
SSS to make test calls. Tne majority of the test calls
made will be prepaid calling.
Telephones and Equipment: One inmate telephone or
equivalent and· any other associated eqUipment to
perform the testing function at each DOC~SCI and the
SSS location.
MCI Response:
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Mel has read, understands and will comply.
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There will be a test phone installed as part of each ITS at the SCI as detailed above. MCr will
ensure that a $100 a month is allowed for testing purposes~
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Confidential Source of InformatIon (CS!) Telephone Hot Line: All DOC·SCI .
requires one (1) SCI line to be located in each SCI security area. The line will be
answerec/ live or by an answering machine. Each DOC-SCI wJII determine if the line,
whioh is similar to an attorney line in that it is not recorded or monitored. Each DOCSCI will decide if the line is to be used globally or inmate specific.
.MCI Response:
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Mel has read, understands and will comply.
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Mel will instaUanadditiol1alphone line at each DOC-SCI. The line will be available to be
answered live or routed to an recording platform
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Tab 6 - Technical Requirements
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Payphone and Inmate Telephone Services
-----,-:..-------------'-.:......----R-F-P-N....:.o.-20-o-5--oa-1-.o-11-
2.5-D. Common Requirements: Systems 8 & C:
1.
Call Rate Afford ability: The inmate telephones shall be used by inmates
incarcerated in the State Correctional Institutions. Therefore, it is essential that the
services be provided at reasonable and cu~tomar:y rates and charges.
The Contractor's rates shall
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be in compliance with the following specifications;
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Contractor shall guarantee its rates for inmate collect and inmate prepaid with
submission of its proposal for the charges associated with inmate collect and
prepaid calls on Attachments 25·A - 25-E. Reference Attachments 7 and 8 for the
current rates. Also, inmate collect, inmate prepaid telephones rates may not be
increased for the life of the contract. In addition, yearly negotiations will take place
, with the awarded Contractor in reviewing market pricing with a possibility of reducing
rates. If any inmate rate change is granted, the Contractor is required to supply
sufficient oopies of the written and dated notice both in English and Spanish. for
posting at each inmate telephone station 30 day prior to the effective date of the
change. In' addition, if possible, notification to inmate family and friends that receive
collect call from the inmates.
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Me! Response:
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MCr-has read, understands and .will comply.
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As a dominant carrier III the telecommunications business, Mel will maintain current and
accurate calIl'ating information. Included ill this information, but not limited to local
.exchanges, area codes, country codes, vertical & horizontal coordinates and other infonnation
necessary to accurately process and rate calls. Additionally, MCl provides redundant access .
methods to ensure that this infonnation is provided ill a real-time basis.
Mel win only charge the rates and surcharges contained in the contract, plus applicable taxes
and regulatory charges and willinsurethatrates are competitive. MCl will also provide all rate
information for all calls upon request by the DOC at any time during the term ofthls contract.
Mel understands that the rates provided in the contract shall remain in effect during the term of
the contract and shall not be increased. Yearly negotiations will also take place in reviewing .
the market pricing.
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Mel will supply sufficient copies of the written and dated notice both in English and Spanish
for posting at each inmate telephone station 30 day prior to the effective date of the change. In
addition, if possible, notification to inmate family and friends that receive collect call from the
inmates.
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Tab 6- Technical Requirements
306
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Payphone and Inmate Telephone Services
------------------------------~~------R-F-P-N~O.-20-0-~-08-1--0-11-
b.
Inmate collect local call rates includilig surcharge from the inmate stations,
IntraLata coliect call rates including surcharge from the inmate stations, Intrastate
collect call rates including surcharge from the inmate stations, Interstate (including.
Puerto Rico & Virgin Islands) collect can rates including surcharge from the inmate
statio.ns .and International (Bahamas, Barbados, Bermuda, Canada and Dominican
Republic) collect call rates including surcharge from the inmate stations. The inmate
collect rates. shall not exceed the charges listed on Attachment 7.
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Mel Response:
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Mel has read, understands and will comply.
Mel's charged rates will not exceed the rates as listed within Attaclunent 7 of the original RFp·
document.
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Inmate prepaid local call rates Including surcharge from the inmate stations,
IntraLata prepaid call rates including surcharge from the inmate stations, Intrastate
prepaid call rates including surcharge from the inmate stations, Interstate (including
Puerto Rico, & Virgin Islands) prepaid call rates including surcharge from the inmate
. stations and International station prepaid (Bahamas, Barbados, Bermuda, Canada'
and Dominican Republic) prepaid call rates IncludIng surcharge from the inmate
stations. The inmate prepaid rates shall not exceed the charges listed on Attachment
8.
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MCl has read, understands and will comply.
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MCl's charged rates will not exceed the rates as listed within Attachment 8 of the. original RFP
document.
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Contractor shall provide information on the long·distance carrier it has chosen
to provide the entire inmate collect and prepaid calling ..
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Mel Response:
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Mcr has read, understands and submits that it will utilize Mel's owned and operated long
distance services to provide the entire proposed inmate collect and prepaid calling services.
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The .Commonw.ealth shall verify compliance with the inmate collect and
prepaid pricing at the time of installation and periodically during the term of the
contract.
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Mel Response:
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MCr has read, understands, acknowledges and agrees.
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Mel both welcomes and anticipates working in conjunction with the Co.pnnonwealth as it
verifies compliance with the inmate collect and prepaid pricing at the time of installation and
periodically during the term of the contract.
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Mel Response:
Tab 6 -Technical Requirements
307
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Payphone and Inmate Telephone Services
---------------------R-F-.P-N-O'-.2-0-05--0-8-1--01-1
f.
If there are questions relative to matters handled by the Pennsylvania ,Public
Utility Commlssh;m, Mr. Terrence J. Buda, As~istant Counsel, Law Bureau, PUC,
may be contacted at (717) 787-5755. He wiH answer any question's and provide
written rules and regulations as needed.
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Mel R'esponse:
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MCl has read,. understands and aclmowledges.·
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2.
Moves, Chanqes. Additions, and Deletions: The Department of Correction State
Correctional Institutions (DOC SCI) participating under this contract may initiate moves)
changes, additions'! and/or deletions of components of Systems 8, C and the integrated
Central Office staff operations. A move is the relocation of eXisting equipment and its
.associated wirIng/cabling. These moves, changes, additions and/or deletions shall be
accomplished at no cost to the Commonwealth or the DOC SCls. The Contractor wi/f be given
a minimum of ten (10) working days notice to complete the service order submitted by the
DOC. The service order will be sent electronically to the Contractor. For the most part the
Commonwealth cabling and conduit is provided. ".The DOC installs the house cable, inside
station wi~ing to provision the inmate stations, however in some instances Contractor may
have to supply what is required to complete the project, whioh would be minimal and would be
handled by a case-by-case basic.
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'Mel Response:
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Mel has read, understands and will comply.
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.Xt is understood that periodically the Department of Corrections may initiate moves changes
and additions and/or deletions of components of the ITS. ' Moves will be relocating of existing
equipment and its associated wiring / cabling. These moves) changes, additions and!or
deletions shall be accomplished at no cost to the Comrri.onwealth or the DOC scrs. ' ,
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It is :further 'understood that a minimum ten working days notice will be given to complete
the services as submitted by the DOC. It is also understood that in some instances MCl will
have to supply what is required to complete the project which would be minimal and would be
handled on a case by case basis.
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. Tab 6-Technical Requirements
308
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Payphone and Inmate Telephone SelVices.
----------:-----------.,;..~---R-F-P-N...:..O.~20-0-5--08-1--0-11..:..
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3.
Conversion of Inmate Call Records: Contractor shall explain how one (1) year of
inmates call records from each DOC-SCI and any active inmate cases can be converted from
the present prime Contractor Verizon and its subcontractor systems to the Contractor's
proposed inmate system. The inmate call records for the active inmate cases will be identified
prior to each SCI cutover. The DOC requires voice recordings of one (1) year and the
equipment/system to listen to the recorded calls with the ability to search for a desired call.
Contractor will explain how it ,will convert the present call records of one (1) year of archives
and how the DOC may listen to and manipulate the data. The current system stores all Call
petall Records in a proprietary format that provides detail for management reports, fraud
.analysis, and conversion to industry standard billing formats. Conversion formats available
include Oracle, Excel, Paradox, MS Access and htm!.
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Mel Response:
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MCr has read, understands and will comply.
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MCl will convert one year of recorded call records from each DOC-SCI and any active inmate
cases to the proposed VAC rTS either throlJ.gh a separate utility or from the VAC platform
itself. In any case the records will be available for review from any MCI provided workstation
connected to the VAC ITS.
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Mel understands that a proprietary. format currently exists and will request that the call records
be provided in a umform fIle forma,t that cat,J. be easily migrated. The playback ofthe records
.!Ilay be performed in a standard Microsoft Media Player format.
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MCl is confident in its ability to provide this requested function and will work with the
Commonwealth and the cuttent vendor to ensure that the Commonwealth is satisfied with the
conversion and playback process.
4.
Installation, Transition a~d Implementation: Upon award of a contract, the
Commonwealth and the Contractor will review the Contractor's installation, transition and
. implementation schedule with the successful Contractor to ensure a smooth transition. A
smooth transition by the awarded Contractor and the Commonwealth will be developed with'
the incumbent Contractor and its subcontractors. Th.e Contractor must be ready and able to
fully perform the required services. The Contractor must adhere to time and deadline
reqUirements. If Contractor foresees any· potential.timlng. problem or .has knowledge of any
factor, which may impaot timing or delivery and transition or installation date of items to be.
installed, or service staff to be In place, or for other required services, Contractor shall include
such information in the proposal.
.
Mel Response:
Mcr has read, understands and will comply.
MCr will provide upon contract award an instalhition and transition schedule·to be reviewed
with the Commonwealth and the existing vendor..Mer is very experienced in installing l~ge
transitions and will work with the Commonwealth to ensure a clean and smooth
implementation.
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Tab 6 - Technical Requireme!lts
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Payphone and Inmate Telephone Services
-----------------------------------------R-F-P-N-o.-2-00-~-O-8-1--01--1
5.
Schedule .of Implementation: Contractor shall submit a complete and detailed
schedule of the time required for instaJlation steps, utility coordination, training, cutover, testing
and acceptance. The schedule shall include staff charts, date, and any cutover aspects. Note
that no institution has a higher installation priority than any other. The inmate telephone
system and monitoring and recording eqLiipment/system shall be installed in a manner and
under a time frame designed to minimize disruption of the normal functions 'of the DOC.
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Mel Response:
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MCl has read understands and will comply.
Mcr proposes that a' System-wide installation and conversiqn is estimated to take
approximately 90 to 120 days, and includes site surveys, ordering of telephone facilities,
installation of new inmate telephone statio~ equipment, installation and testing of rcs system
equipment and platform, cutover to the new system and ICS·user training of DOC facility staff.
The following timeline provides a more detailed account of the steps necessary to perform' the
system-wide installation.
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Although the listed below timeline has been built based upon Mel's experience, this same
exp~rience tell us that no schedule is flnn until the Project Manager has met with the customer
to understand the customer's speciflc requirements and needs. MCr is confident that it can
complete the process in the projected 90 to 120 days; however specific PA DOCs and
Commonwealth requirements may add timeto this schedule. MCr will work with PA DOC and
Commonwealth. t,o develop a customized implementation plan and specific time schedule that
takes into account these special requirements.·
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Tab 6- Technical Requirements
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Payphone and Inmale Telephone Services
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The following numbered paragraphs provide a detailed description of the tasks listed in Table 1.
1.
Formal contract award and execution': DOC and MCl execute contract for ICS and related
services.
2.
First implementation meeting: The first of several meetings held between DOC staff: MCr
account and 'project management team, and represenJ:atives from V AC.. The purpose of the first
meeting is to establish an overall implementation plan, including a schedule for each site, and any
special requirements.
3.
Obtain security clearances for site survey and installation staff: MCr will provide DOC with
personal informatien for al1 team members who will perform on-site activities at a DOC facility.
MCr assumes and agrees that all persons must obtain a security clearance from DOC prior to
being allowed to enter any DOC facility; and that DOC reserves the right to approve, disapprove,
or suspend an individual's security clearance at any time at DOC's sole discretion.
4.
Schedule site surveys '" Group l: DOC correctional facilities will be divided into five groups.
Group 1 will consist of the 5 Co~monwealth Correctional Institutions.
5.
Equipment orders placed for all DOC facilities and the central server locations: MCl will
submit fonnal orders to the equipment'manufactures (i.e. VAC and Wintel).
6.
Begin detailed site surveys -Group 1: The Mcr implementation team will perfonn site surveys of
the Group 1 DOC facilities.
7.
Schedule site, surveys - Group 2: MCl will schedule site surveys of the Group 2 locations with
DOC. Group 2 will consist ofthe 4 Commonwealth Correctional Institutions.
8.
Begin detailed site surveys - Group 2: The MCl implementation team will perfonn site surveys of
,the Group 2 facilities.
9.
Schedule site surveys - Group 3: MCr will schedule site surveys of the Group 3 locations With
DOC. Group 3 wilt consist of the 4 Commonwealth Correctional Institutions.
10. . Begin detailed site surveys - Group 3: The MCr implementation team
perfonn site surveys of
the Gro~p 3 facilities.
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11.
Schedule site surveys- Group 4: MCl will schedule site surveys of the Group 4 locations with
DOC. Group 4 will ,consist of the 7 Commonwealth Correctional Institutions.
12.
Begin detailed site surveys - Group 4: The Mcr implementation team will perfonn site sur,veys of
the Group 4 facilities.
13.
Schedule site surveys - Group 5: MCr will schedule site surveys of the Group 5 locations with
DOC. Group 5 will consist of the 7 Commonwealth Correctional Institutions.
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14.
Begin detailed site surveys - Group 5: The MCI implementation team will perform site surveys of
the GroupS facilities.
15.
Order access circuits: MCl will issue the necessary internal and external telephone access circuit
orders to support the inmate phones, Wide Area Network (WAN) connections, and remote system
dial-up lines for all DOC facilities: The typical lead time for orders for digital access loops and
frame relay WAN circuit connections is 18-25 calendar days, and 5 to 12 days for individual
analog business lines.
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16.
Build inmate PIN and Attorney Telephone Number Database: MCl will begin working with
DOC staff to identify and develop a process and procedure for building MCl's ITS date base of
inmate PINs and attorney do not record telephone numbers data base.
17.
Be~n pre-install activities for ITS system: MCl's installation and implementation team will
peiform pre-installation cabling and related activities to ensure sites are ready for ITS equipment
when it is shipped to the'site. "
18.
Install and turn up primary and secondary central server equipment: MCI implementation
team will receive the data base equipment for the primary and secondary central server locations
and will perfonn the installation activities.
will
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Tab 6 - Technical Requirements
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23.
24.
25.
26.
27.
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30.
31.
32.
Payphone and Inmate Telephone.Services
---------------~'-----R-F-P-NO....:...-20-.0....:..5--08-1--D-11-
Second implementation meeting: A second implementation meeting will be held between DOC
staff, MCl account and project management team, and representatives from VAC The purpose on
this meeting wHl be to review the completed installation and tum-up activities of the two· central
server sites and the first DOC facilities, and the current status of the detailed site surveys being
perfonned on the other sites. The meeting will also provide an opportunity to discuss any
significl!l1t issues that have been ipentified.
. Deliver equipment to Group 1 facilities: The inmate .call control system, inmate telephones, and
associated hardware, software, and wiring· materials will be delivered to the five (5) Group 1
facilities.
.
.
Begin installation· Group 1: installation activities begin for the Group 1 facilities.
Test and turn-up system - Group 1: After installation, Mel will thoroughly test the system. Once.
the test and certification procedures are complete, the system will be available for DOC
acceptance and use. MCI will hold an initial one-day user training class at .each fadlity for DOC
staff. The class will meet for one full day during which time DOC staff will receive hands~on
training on the ITS system's features and functionality. MCl will provide training and system
op~rations manuals to class participants.
Deliver eqUipment to Group 2 facilities! The inmate call control system, inmate telephones, and
associated hardware, software, and wiring materials will be delivered t<? the four (4) Group 2
facilities.
Begin mSiallation:- Group 2: Installation activities will begin for Group 2 facilities. At this point
Mel is looking to having 2 inst!l;llation and turn~up teams working in 2 facilities simultaneously
throughout the rem~ining implementation project.
Test and turn.:up system - Group 2: After installation, Mcr will thoroughly test the system. Once
·the test and certification procedures are complete, the system will be available for DOC
acceptance and use. Mel will hold an initial one-day liser training class at each facility for DOC
staff. The class wi1J meet for one :full day during which time DOC staffwill receive hands~on
training on the ITS system's features and functionality. MCr will provide training and system
operations manuals to class participal1ts.
Deliver equipment to Group 3 facilities:· The inmate call control system, inmate telephones, and
associated hardware, software, and wiring materials will be delivered to the four (4) Group 3.
facilities.
Begin installation - Group 3: Installation activities will begin at Group 3 facilities.
Test and turn-up system- Group 3: After installation, MCl will thoroughly test the system. Once
the test and certification procedures are complete, the system will be available for DOC
acceptance and use. MCl will hold an initial one-day user training class at each· facility for DOC
staff. The class will meet for one fuIl day during which time DOC staff will receive hands-on
training on the ITS system's features and functionality. MCr will provide training and system
operatio,!s manuals to class participants. .
.Deliver equipment to Group 4 facilities: The inmate .call control system; inmate telephones, and
associated hru;dware, software, and wiring materials will be delivered to the seven (7) Group 4
facilities.
Begin installation - Group 4: Installation activities will begin at Group 4 facilities.
.Test and turn~up system- Group 4: After installation, MCl will thoroughly test the system. Once
the test and certification procedures are complete, the system will be available for DOC
acceptance and use. MC! will hold an initial one-day user training class at each facility for DOC
staff. The class will meet for one full day during which time DOC staff will receive hands-on
training on the ITS system's features and functionality. MCr will provide training and system
ope!ations manuals to class participants.
Deliver equipment to Group 5 facilities: The inmate call control system, inmate telephones, and.
associated hardware, software, and wiring materials will be delivered to the seven (7) Group 5
facilities.
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Tab 6 - Technical Requirements
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35.
Payphone and Inmate Telephone Services
------------------------------~~------R-F-P-N~O.-20-0-5--08-1--0--11
Begin installation - Group 5: Installation activities will begin at Group 5 facilities.
Test and turn-up system- Group 5: After installation, MCr will thoroughly test the system, Once
the test and certification procedures are complete, the system, will be available for DOC
acceptance and use. MCl will hold an initial one-day user training class at each facility for DOC'
staff. The class will meet for one full day during which time DOC staff will receive hands-on
training on the ITS system's features and functionality. MCr will provide training and syst~m
operations manuals to class participants.
Post cutover meeting: A post cutover meeting will held between DOC staff, MCl account and
project management team, and representatives from VAC. The purpose of this meeting will be to
discuss additional ITS system testing act;ivities (if required) and DOC system acceptance. The
meeting will also provide a forum to identify
unresolved issues and establish 'a plan and time
frame for resolution.
Complete installation and conversion: All activities-including installatio~; testing, inmate
orientation, initial DOC staff training, cutover and system acceptance-are complete.
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Inmate Phone System Installation - Per Each Site
Many activities, such as training, will take place on a site level as described in Mel's response to TAB 7 of-this RFP
response. Table 21ists the activities that may be required to implement the new ITS at each of the DOC facilities.
The list includes steps that mayor may not be performed at a particular site. Also, the time duration given is a .' .
conservative estimate, and may be longer than the actual time necessary to complete a given task.
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Tab 6- Technical Requirements
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-
Payphone and Inmate Telephone Services
---------------------RF-P-N-o-:2-0-05-.0-8-1.-01-'-1
The following nwnbered paragrapbs provide a detailed description of the tasks listed in Table 2.
1.
Issue service orders: Begins the installation process.
2.
Order Mel access circuits: Access circuits' serving the inmate phones are ordered.
3.
Order frame relay ·'network access: Frame relay network access cirouits that will connect the site
to the WAN and central server locations are ordered.
4.
Site Implementation meeting wit.h facility staff: MCl installation team will meet with facility
staff to review installation activities required, and identify any escort requirements.
5.
System location requirements set: This addresses the verification of where the facility ITS
equipment is to be located.
"
6.
,Call processing and recording equipment manufactured: The nonnal interval is 30 days.
7.
Site survey completed: The site survey allows the Mer implementation team to assess the specific
needs of the installation. This may include additional cabling and other site preparations.
8.
Site name branded call announcement recording developed: Tltis refers to the recorded message
heard by the called party which identifies. that the call is coming from the Commonwealth of
Pennsylvania <facility name>.
9.
Cable installations scbeduled: As needed, cabling within the prison from the inmate call processor
to the inmate phones. .
10. . Employee security check: MCr will supply all infonnation on employees and subcontractors who
will participate on-site in the installation for the purpose of a security check and clearance,
11.
Establish conversion plan: MCI will establish a plan to ensure that conv~rsion to the new service
goes smoothly and without interruption of service.
12.
Train DOC facility staff: Each individual facility's employees who will be working with the
system'will set-up with a User'lD and password and will be trained on operating the ITS system.
13.
Develop inmate user information literature: The infonnation will provide instruotions to inmates
on how make calls with the new ITS system(s).
14.
Begin cable installation: Ifrequired.
15.
Oversee TELCO installation: This is part of site preparation to assure that the installation and
testing of the access circuits go smoothly.
16.
Equipment delivered to the site: Equipment will be delivered directly to the facility via common
carrier or by the installation team prior to the installation time frame.
.
17.
Installation begins: This includes inmate telephone station equipment, on-premise ITS systems,
computers, frames, and other equipment..
18.
,Software installed and system programmed: This includes installation of the station and trunk
li~e cards, programming configuration of the IC~ and call announcement scripting/branding.
19.
Site DOC user training: DOC ITS users will '!Je trained to operate the system and the particular
needs of the DOC.
20.
System Testing and certification completed: Refers to MCJ.'s installation team successfully
completing a full system testing and certification prooess to insure that all system features and
functionality are operating correctly and are ready for systel1l cutover.
24. .System Cutover: Inmate phones. are cutover to new ITS system and test calIs placed from each
physical inmate telephone to assure that each is functional and operating correctly.
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Tab 6 - Technical Requirements
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------------~---------------------------R-F-P-N-O-,'2-0-05-.0-8-1.-01--1
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Final acceptance: Installation is complete and site DOC stafftakes charge of the system. '
25.
The proj ect of installing a new inmate calling system throughout the DOC involves several critical paths. The above
schedules show examples of the activities and milestones for several critical paths for typical installations and
cutovers. Actual critical paths for the cutover will be developed after the first.implementation planning meeting.
Equipment for the ITS will be ordered directly following final contract signature, and will be assembled, tested, ap,d
shipped to the installation teams beginning 30 to 45 days after contract award. Mcr has a close working relationship
with its equipment manufacturers (VAC and Wintel), and will work with them to ensure that the equipment is
delivered in a timely fashion. MCr will assume the risk of loss and/or damages during shipment, unloading, and
installation for the proposed equipment to be provided by MC!. MCl's service and installation technicians will
be responsible for the removal of all packing crates, boxes, paper, packing materials, and all other extraneous
materials at MCl's expense.
The proposed inmate call control systems and alI other related hardware, software, inmate telephones, and wiring
necessary wi~l be installed in a manner and under a time frame designed to minimize disruption of the normal
functioning of the DOC. It is agreed that any delay in the schedule caused by DOC personnel will increase MCl's
time allowed to cutover by t~e length of such a delay.
Mer has dedicated corrections market specialists who have extensive experience successfully installing and
maintaining inmate call control systems. Upon contract award, Mcr will provide f! dedicated implementation and
installation team, including a dedicated project manager who will oversee all installation, testirig, tum-up, and
'conversion activities. Each member of MCT's installation team will adhere to and follow all related DOC policies.
and procedures. They will also see that all activities are performed in such a manner that any disruptions are
minimal, and. that installatiol1 and cut over time frames are met.
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Tab 6 - Technical Requirements
316
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D(-Aorl ~
Commonwealth of Pennsylvania
Office of Administration and Department of Corrections
Disadvantaged Business Information Section .
RFP Number No. 2005-081-011
c
.
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September, 8, 2005
BY FACSIMILE: (937) 898-4447
ShawnTech Communications, Inc.
One ASET Centre, Suite 102
Dayton International Airport
Vandalia, OR 45377
Re:
Letter ofIntent to Team, RFPNQ. 2005-081-011 for Section 2, Inmate Telephone
System
.
Dear Sirs:
MCI, Inc. ("MCI") intends to submit a proposal to the Commonwealth of Pennsylvania,
Office of Budget and Administration, Bureau ofIn.frastructure and Operations
Department of Corrections in response to RFP No. DOC~1000-Phone2006 for Inmate
Telephone Services (the "Pennsylvania DOCS RFP"). MCI and ShawnTech
Communications Inc. ("SCI") have begun conducting discussions regarding MCl's
potential use of SCI to provide certain portions of the Pennsylvania DOCS' RFP work, as
more specifically outlined in the Statement of Work ("SOW") document currently being
drafted by MCI and SCI.
Provided that MCI and SCI agree to the scope .of services and a reasonable price, MCI
intends to enter into a Teaming Agreement with SCI. Under the tenns of the Teaming .
Agreement, Mel will agree to offer SCI the portion of work in its proposal relating to the
SOW, and SCI will agree to enter into a subcontract with MCI upon award of the
Pennsylvania DOCS project and any necessary government approval.
Please sign below and return to me by fax to 636-793-5749 if you agree..
We look forward to working with you on this project. You may contact me at 636-7933457 if you have any questions.
Sincerely,
Stephen D Viefhaus
Director, Justice Solutions
MCl
AGREED:
-------_
...
_.-._---
Commonwealth -of Pennsylvania
. DEPARTMENT
OF
GENERAL SERVICES
Be it hereby known that
ShawnTech Communications., Inc.
A
Minority Business Enterprise'
Is recognized .as a certified busin,ess enterprise owned and controlled in accordance with
the criteria established by Executive Order No. 1996-8 and 4 Pennsylvania Code~
'Section 68.204.
EXPIRATION DATE: 4/30/2006
ISSUE DATE: 3/4/2004
Bureau o:f..M:iR<1fity
Business Opportonities
--./
'~
----./
- --- - --
-----c-
~-~
(
Commonwealth of Pennsylvania
Office' of Administration and
Department of Corrections
Section 1
Disadvantaged Business Information Section
RFP No. 2005-081-011
L
13 October 2005, 1:00 p.m. ET
Technical Proposal
Submitted to:
Bureau of Infrastructure and Operations
Network Administration
1 Technology Park
Harrisburg, PA 17110-2913
Attn: Georgia A. Baer, Contract Administrator
Submitted by:
MCI Government Markets
1945 Old Gallows Rd.
,Vienna, VA 22182
(
"------
__*
·MCI.
2.2-4
Payphone and Inmate Telephone Services
------------~--~------------~-RFP No. 2005-081-011
Disadvantaged Business Information
To receive credit for being a Small Disadvantaged Business or a Socially Disadvantaged
. Business, entering into a joint venture agreement with a Small Disadvantaged Business or
subcontracting with a Small Disadvantaged Business (including purchasing supplies and/or
services through a purchase agreement), a company must include proof of Disadvantaged
Business qualification in the Disadvantaged Business Submittal of the proposal:
Mel Response:
MCl has read, understands and submits that although MCl is subcontracting many of the
services necessary to meet.the requirements of the Section 1 Coin/Card Public Payphone
of RFP 2005-081-011, MCl was unable to find an MBE or WBE subcontractor that
could meet Mel's needs. Because of this, MCl has not completed the listed below
MBE/WBE information.
a.
Small Disadvantaged Businesses qualifying as a result of MBEIWBE certification from
BMWBO must provide a photocopy of their BMWBO certificate.
b.
Disadvantaged Businesses qualifying as a result of certification from the U.S. Small·
Business Administration as an 8(a) or small disadvantaged business must submit proof of
Small Business Administration certification. The owners of such businesses must also submit
proof of United States citizenship.
c.
All companies claiming Small Disadvaritaged Business status, whether as a result of
BMWBO certification or Small Business Administration certification as an 8(a) or small
disadvantaged business, and must attest to the fact that the business· has 100 or fewer
employees.
d.
All companies claiming Small Disadvantaged Business status, whether as a result of
BMWBO certification or Small Business Administration certification as an 8(a) or small
disadvantaged business, must submit proof that their gross annual revenues are less than
$20,000,000 ($25,000,000 for those businesses in the information technology sales or service
business). This can be accomplished by including a recent tax or audited financial statement.
All companies claiming status as a Socially Disadvantaged Business must include in the
Disadvantaged Business Submittal of the proposal clear and convincing evidence to establish
that the business has personally suffered racial or ethnic prejudice or cultural bias stemming
from the business person's color, ethnic origin or gender. The submitted evidence of prejudice
or bias must:
.
a.
Be rooted in treatment, which the business person has experienced in American society,
not in other countries.
b.
Show prejudice or bias that is chronic and substantial, not fleeting or insignificant.
c.
Indicate that the business person's experience with the racial or ethnic prejudice or
cultural bias has negatively impacted on his or her entry into and/or advancement in the
business world.
Section 1
Disadvantaged Business Information
_ . _ - - - - - - - - - - - - - - - - - - - - - - _ .._------_._-------_._----------------- - - - - - - - - - - - - - -
.....i-
Payphone and Inmate Telephone Services
----,--------------------------~~------~--~------
Mel.
RFP No. 2005-081-011
(
BMWBO shall determine whether the Contractor has established that a business is socially
disadvantaged by clear and convincing evidence.
In addition to these Verifications, the Disadvantaged Business Submittal should include the
following information:
•
The name and telephone number of the project (contact) person for the Small
Disadvantaged Business(s) or Socially Disadvantaged Business.
•
The company name, address, telephone number of the prime contact person for each
specific Small Disadvantaged Business or Socially Disadvantaged Business included in
the proposal. The Contractor must specify the Small Disadvantaged Business(s) or
Socially Disadvantaged Business to which it is making commitments. The Contractor
will not receive credit by stating that it will find a Small Disadvantaged Business or
Socially Disadvantaged Business after the contract is awarded or by listing several '
c;:ompanies and stating you will select one later.
•
The specific work, goods, or services the Small Disadvantaged Business(s) or Socially
Disadvantaged Business(s) will perform or provide.
•
The location where the Small Disadvantaged Business(s) or Socially Disadvantaged
Business will perform these services.
•
The timeframe for the Small Disadvantaged Business(s) or Socially Disadvantaged
Business to provide or deliver the goods or services.
•
The amount of capital, if any, the Small Disadvantaged Business(s) or Socially
Disadvantaged Business will be expected to provide.
•
The form and amount of compensation each Small Disadvantaged Business or Socially
Disadvantaged Business will receive. In the Disadvantaged Business portion of the
proposal, provide the estimated dollar value of the contract to each Small
Disadvantaged Business or Socially Disadvantaged Business.
•
The percent of the total value of services or products purchased/subcontracted under
the proposal that will be provided by the Disadvantaged Business(s) or Socially
Disadvantaged Business.
•
In the case of a joint venture agreement, a copy of the agreement, signed by all parties,
must be included in the Disadvantaged Business Submittal of the proposal. If
subcontracting, a signed subcontract or letter of intent must be included in the
Disadvantaged Business portion of ttie proposal.
.•
Include in the Disadvantaged Business Submittal, any and all information concerning
the Contractor's proposed utilization of small businesses located in Designated
Enterprise Zone as required by Section 11-8, Enterprise Zone Small Business Utilization
Response.
The Disadvantaged Business Submittal must be clearly identified as Disadvantaged Business
information and sealed in an envelope separately from the remainder of the proposal. Only one
copy of the Disadvantaged Business Submittal is needed.
The dollar value of the commitment to each Small Disadvantaged .Business or Socially
Disadvantaged Business must be sealed in the .same envelope with the Disadvantaged
Business portion of the proposal. The selected Contractor's Disadvantaged Business
commitment amount, name of Disadvantaged Business, services to be provided including
timeframe for performing services will be included as a contractual obligation when the contract
is executed.
Section 1
Disadvantaged Business Information
2
*'
~C:I.
Payphone and Inmate Telephone Services
--------------------------------------RF-P-N-o-.2-0-0S---08-1--0-11-
(
Offerors may submit, within the same proposal envelope, alternate proposals for differing
utilization of Small Disadvantaged Businesses or Socially Disadvantaged Businesses. For
example, a proposal may be submitted by prime contractor with a Small Disadvantaged
Business as a subcontractor while analternate proposal may be submitted by the Small
Disadv.antaged Business as the prime contractor. If an alternate proposal is offered, it must
include separately sealed Technical, Price, and Disadvantaged Business submittals for the
alternate. The Alternate proposal will be scored separately. Only the higher-scored proposal
(prime proposal or alternate proposal) will be eligible for participation for Best and Final Offers.
Section 1
Disadvantaged Business Information
3
- -
------
----------~----
---------- ----- - -
--------
---
-
__,miil!i!lllillll'-*
Mel.
Commonwealth of Pennsylvania
Office of Administration and
Department of Corrections
Section 2
. Disadvantaged Business Information Section
.~
RFP No. 200q-081-011
.t
(
13 October 2005, 1:00 p.m. ET
Technical Proposal
Submitted to:
Bureau of Infrastructure and Operations
Network Administration
1 Technology Park
Harrisburg, PA 17110-2913
Attn: Georgia A. Baer, Contract Administrator
Submitted by:
MCI Government Markets
·1945 Old Gallows Rd.
Vienna, VA 22182
L
"-
Payphone and Inmate Telephone Services
----~,-------------------------------------------------
Mel.
2.2-4
RFP No. 2005-081-011
Disadvantaged Business Information
To receive credit for being a Small Disadvantaged Business or a Socially Disadvantaged
Business, entering into a joint venture agreement with a Small Disadvantaged Business or
subcontracting with a Small Disadvantaged Business (including purchasing supplies and/or
services through a purchase agreement), a company must include proof of Disadvantaged
Business qualification in the Disadvantaged Business Submittal of the proposal:
Mel Response:
MCI has read, understands and requests that MCI be given the appropriate evaluation
point credit as part of the evaluation ofMCl's response to Section 2 Inmate Telephone
Services ofRFP #2005-081-011. The requested point credit to be given to MCI and used
in the evaluation is due. to MCl's proposed sl).bcontract with ShawnTech
Communications Inc. (ShawnTech), a Small Disadvan,taged Business (MBE) as certified
by the Pennsylvania Department of General Services Bureau of Minority and Women
business Opportunities (BMWBO). MCI has provided in the pages to follow and
attachments, copies of requested documentation as well as response to each of the
qualification statements as provided in the RFP.
(
~ ..
a.
Small Disadvantaged Businesses qualifying as a result of MBEIWBE certification from
BMWBO must provide a photocopy of their BMWBO certificate.
Mel Response:
MCI has read, understands and has provided a copy of ShawnTech's Certification as
provided by BMWBO attached to the document.
b.
Disadvantaged Businesses qualifying as a result of certification from the U.S. Small
Business Administration as an 8(a) or small disadvantaged business must submit proof of
Small Business Administration certification. The owners of.such businesses must also submit
proof of United States citizenship.
Mel Response:
MCI has read, understands and submits that ShawnTech meets the Small Disadvantaged
Business through its certification with BMWBO and not the U.S Small Business
Administration and as such has not p~ovided the requested documentation.
~..
Section 2
Disadvantaged Business Information
Payphone and Inmate Telephone Services
.....L-
-,----------------------~------------------
Mel.
RFP No. 2005-081-011
c.
All companies claiming Small Disadvantaged Business status, whether as a result of
BMWBO certification or Small Business Admiriistration certification as an 8(a) or small
disadvantaged business, and must attest to the fact that the business has 100 or fewer
employees.
Mel Response:
MCr has read, understands and submits that ShawnTech has fewer than 100 employees.
d.
All companies claiming Small Disadvantaged Business status, whether as a result of
BMWBO certification or Small Business Administration certification as an 8(a) or small
disadvantaged business, must submit proof that their gross annual revenues are less than
$20,000,000 ($25,000,000 for those businesses in the information technology sales or service
business). This can be accomplished by including a recent tax or audited financial statement.
Mel Response:
Mcr has read, understands and submits that ShawnTech's gross annual revenues are less
than $25,000,000.00 (ShawnTech is an information technology service business). Proof
of annual gross revenues can be obtained through a review of ShawnTech Annual
Reports as provided in PA Attachment 26 of the RFP response.
All companies claiming status as a Socially Disadvantaged Business must include in the
Disadvantaged Business Submittal of the proposal clear and convincing evidence to establish
that the business has personally suffered racial or ethnic prejudice or cultural bias stemming
from the business person's color, ethnic origin or gender. The submitted evidence of prejudice
or bias must:
a.
Be rooted in treatment, which the business person has experienced in American society,
not in other countries.
b.
Show prejudice or bias that is chronic and substantial, not fleeting or insignificant.
I
c.
Indicate that the business' person's experience with the racial or ethnic prejudice or
cultural bias has negatively impacted on his or her entry into and/or advancement in the
business world.
BMWBO shall determine whether the Contractor has established that a business is socially
disadvantaged by clear and convincing evidence.
Mel Response:
MCr has read, understands and submits that BMWBO has established that ShawnTech
has met the above qualifications evident though the existing BMWBO Certification
attached to the section.
L:
Section 2
Disadvantaged Business Information
2
-...L-
Payphone and Inmate Telephone Services
-----,--------------------------------------------------
Mel.
RFP No. 2005-081-011
(
In addition to these verifications, the Disadvantaged Business Submittal should include the
following information:
•
The name and telephone number of the project (contact) person for the Small
Disadvantaged Business(s) or Socially Disadvantaged Business.
Mel Response:
MCl has read, understands and has provided the following contact atShawnTech
Communications Inc.
ShawnTech President
Lance Fancher
One ASET Centre, Suite 102
Dayton International Airport
Vandalia, OH 45377
Phone: 937-898-4900
•
The company name, address, telephone number of the prime contact person for each
specific Small Disadvantaged Business or Socially Disadvantaged Business included in
the proposal. The Contractor must specify the Small Disadvantaged Business(s) or
Socially Disadvantaged Business to which it is making commitments. The Contractor
will not receive credit by stating that it will find a Small Disadvantaged Business or
Socially Disadvantaged Business after the contract is awarded or by listing several
companies and stating you will select one later.
Mel Response:
MCl has read, understands and submits that is will subcontract with ShawnTech
Communications Inc. Prime contact person for ShawnTech is as provided below.
ShawnTech President
Lance Fancher
One ASET Centre, Suite 102
Dayton International Airport
Vandalia, OH 45377
Phone: 937-898-4900
•
The specific work, goods, or services the Small Disadvantaged Business(s) or Socially
Disadvantaged Business(s) will perform or provide.
Mel Response:
ShawnTech as a Subcontractor to MCl, under any contract awarded to Mel by the
Commonwealth as a result of MCl's response to Section 2, Inmate Telephone Service
RFP # 2005-081-011, ShawnTech will provide all PIN Administration Personnel and
Management as well all Field Technical Support Personnel.
\
"-----
Section 2
Disadvantaged Business Information
3
.~
Payphone and Inmate Telephone Services.
-,----------------------------~------------
Mel.
•
RFP No. 2005-081-011
The location where the Small Disadvantaged Business(s) or Socially Disadvantaged
Business will perform these services.
Mel Response:
All subcontracted services, as described above, performed by ShawnTech under any
contract awarded to Mcr by the Commonwealth as a result of MCl's response to Section
2, Inmate Telephone Service RFP # 2005-081-011 will be performed in the
Commonwealth of Pennsylvania.
•
The timeframe for the Small Disadvantaged Business(s) or Socially Disadvantaged
Business to provide or deliver the goods or services.
Mel Response:
All ShawnTech subcontracted services will be provided for the full term of any contract
awarded to MCr by the Commonwealth as a result of MCl's response to Section 2,
Inmate Telephone Service RFP # 2005-081-011. The RFP states that the contract term
would be five (5) years with a non-mutual option to review for a period of two (2)
additional one (1) year periods.
(
•
The amount of capital, if any, the Small Disadvantaged Business(s) or Socially
. Disadvantaged Business will be expected to provide.
Mel Response: .
MCr will not expect ShawnTech to expend any amount of capital under any contract
awarded to Mcr by the Commonwealth as a result of Mel's response to Section 2,
rnmate Telephone Service RFP # 2005-081-011.
•
The form and amount of compensation each Small Disadvantaged Business or Socially
Disadvantaged Business will receive. In the Disadvantaged Business portion of the
proposal, provide the estimated dollar value of the contract to each Small
Disadvantaged Business or Socially Disadvantaged Business.
Mel Response:
As a subcontractor to Mcr under any contract awarded to MCr by the Commonwealth as
a result of MCl's response to Section 2, rnmate Telephone Service RFP # 2005-081-011,
ShawnTech will receive the following fixed monthly payment based upon the PIN
Administration Option chosen by the Commonwealth. ShawnTech's estimated contract
value has also been provided below and is based upon a seven (7) year (five (5) year base
with two (2) option years) contract term.
Section 2
Disadvantage~
Business Information
4
, ,
"-
Payphone and Inmate Telephone Services
~'------------------------~--------------~
Mel.
RFP No. 2005-081-011
Option 1 - Centralized PIN Administration
$104,583.33
Monthly Payment:
Estimated Contract $ Value: $8,785,000.00
Option 2 - De-Centralized PIN Administration
Monthly Payment $175,000.00
Estimated Contract $ Value $14,700,000.00
•
The p~cent of the total value of services or products purchased/s.ubcontracted under
the proposal that will be provided by the Disadvantaged Business(s) or Socially
Disadvantaged Business.
MCI Response:
Listed below is the estimated percentage of total value of services, by PIN Administration
Option,.that will be subcontracted to ShawnTech under any contract awarded to MCI by
the Commonwealth as a result of MCl's response to Section 2, Inmate Telephone'Service
RFP # 2005-081-011.
Option 1 - Centralized PIN Administration
(
' ...
56.7%
t6
Option 2- De-Centr:.:: PIN A~~l\-) q
•
In the case of a joint venture agreement, a copy of the agreement, signed by all parties,
must be included in the Disadvantaged Business Submittal of the proposal. If
subcontracting, a signed subcontract or letter of intent must be included in the
Disadvantaged Business portion of the proposal.
MCI Response:
MCI has read, understands and has attached to this section a copy of MCl's letter of
intent to subcontract PIN Administration Personnel and Field Technician Personnel under
any contract awarded to MCI by the Commonwealth as a result of MCl's response to
Section 2, Inmate Telephone Service RFP # 2005:-081-011.
Section 2
Disadvantaged Business Information
5
l:..
....L-
Payphone and Inmate Telephone Services
----,------------------------------------------------
Mel.
•
RFP No. 2005-081-011
. Include in the Disadvantaged Business Submittal, any and all information conc'erning
the Contractor's proposed utilization of small businesses located in Designated
Enterprise Zone as required by Section 11-8, Enterprise Zone Small Business Utilization
Response.
MCI Response:
MCl has read, understands and submits that MCl has not proposed to utilize any small
businesses located in Designated Enterprise Zones.
The Disadvantaged Business Submittal must be clearly identified as Disadvantaged Business
information and sealed in an envelope separately from the remainder of the proposal. Only one
copy of the Disadvantaged Business Submittal is needed.
MCI Response:
MCl·has read, understands and has complied with requested information within this RFP
section.
The dollar value of the commitment to each Small Disadvantaged Business or Socially
Disadvantaged Business must be sealed in the same envelope with.the Disadvantaged
Business portion of the proposal. The selected Contractor's Disadvantaged Business
commitment amount, name of Disadvantaged Business, services to be provided including
timeframe for performing services will be included as a contractual obligation when the contract
is executed.
MCI Response:
MCl has read, understands and has complied with requested information within this RFP
section.
Offerors may submit, within the same proposal envelope, alternate proposals for differing
utilization of Small Disadvantaged Businesses or Socially Disadvantaged Businesses. For
example,a proposal may be submitted by prime contractor with a Small Disadvantaged
Business as a subcontractor while analternate proposal may be submitted by the Small
Disadvantaged Business as the prime contractor. If an alternate proposal is offered, it must
include sep·arately sealed Technical, Price, and Disadvantaged Business submittals for the
alternate. The Alternate proposal will be scored separately. Only the higher-scored proposal
(prime proposal or alternate proposal) will be eligible for participation for Best and Final Offers.
MCI Response:
MCl has read, understands and has chosen not to submit any alternative proposals.
Section 2
Disadvantaged Business Information
6
-
-
--
. -----.-----.------- .- .._.. _ - - - _ . _ - - _ . _ - _ . _ - - - - - _ . _ - - - - - . _ - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - _ .
Mel.
.,ii'
Inmate Telephone
System (ITS)
Disaster Recovery Plan
October 13, 2005
,
o
~
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__
.
c,
Sec t'IOn
1.0
1.1
1.2
1.2
2.0
2.1
2.2
2.3
2.4
2.5
2.6
3.0
3.1
3.2
3.3
3.4
3.5
3.6
3.7
4.0
4.1
4.2
4.3
4.4
4.5
4.6
4.7
5.0
6.0
Table of Contents
p ag~ #
T'tl
I e
Executive Summary
Plan Purpose
Plan Scope
Plan Outline
Network Disaster Recovery
Approach
Protected Facilities
MCr Back-Office Systems
Distributed Expertise and Equipment
Event Recognition
Recovery Activities
Site Disaster Recovery for On-Premise Call Control
Equipment (System 100) at all
PA DOC mstitutions
Approach
Diagnostics
Spare Parts
Redundant Systems
Recovery Activities
Data
Equipment
Site Disaster Recovery for Off Premised Centralized
Call Control Equipment
(LazerNet) at all PA DOCLocations
Approach
Diagnostics
Spare Parts
Redundant Systems
Recovery Activities
Data
,Equipment
Disaster Recovery Testing
Deliverables
.c
1
1
1
1
,
,
2
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1.0 Executive Summary
1.1 Plan Purpose
This draft InmateIWard Telephone System (ITS) Disaster Recovery Plan addresses the
emergency recovery of services in the event a natural or man-made disaster causes damage or
service disruption to the ITS.
1.2 Plan Scope
This draft plan sets forth Mel's approach to restoring service jn the event a natural or
man-made disaster disrupts network service, or service to an ITS site. Mel will provide the PA
DOe with a Disaster Recovery Plan for ellch ITS· site on or before the date of acceptance at each
installation. Service~affecting disasters comprise two general categories, which are defined as
follows:
o
•
Natural disasters~disasters that disrupt communications and are caused by
earthquakes, flood, hurricane, tornado, or inclement weather. In such instances, the
Federal Emergency Management Association (FEMA) also will become involved and
restoration procedures will be enacted.
•
Man-made. Disasters that disrupt communications and are caused by human error or.
the intentional destruction of a ·communications path. Included are intentional acts of
sabotage, arson, civil disturbance, bombing, or vandalism.
1.2 Plan Outline
This plan is divided into the following five sections:
•
Section 2.0, Network Disaster Recovery. This section identifies the network elements
of the ITS service, and the disaster avoidance and recovery procedures that are in place to
protect those elements from failure or restore service in the event of an outage.
•
Section 3.0, Site Disaster Recovery for On Site Call Processing Equipment at P A
DOC Institutions. This section identifies the site-specific elements of the ITS service,
and the disaster avoidance and recovery procedures that are in place to protect those
elements from failure or restore service in the event of an outage.
•
Section 4.0, Site Disaster Recovery for Off Site Call Processing Equipment at P A
DOC Facilities. This section identifies the site-specific elements of the ITS service, and
the disa.ster avoidance and recovery procedures that are in place to protect those elements
from failure or restore service in the event of an outage.
•
Section 5.0, Disaster Recovery Testing. This section describes the disaster recovery
tests that will used to train Mel and Commonwealth employees. The tests will simulate
disaster those elements from failure or restore service in the event of an outage.
•
Section 6.0, Deliverables. This section describes the program deliverablesthat will be
delivered under this contract.
"\
o
..
- ..- ...----,-.......
~-.---.
2.0 Network Disaster Recovery
2.1 Approach
Mcr has a robust, redundant network system and an effective disaster recovery protocol
in place. It combines the technical standards of the industry with an exceptional engineering
design that will enable the company to proactively monitor the Commonwealth's ITS for both
. service level 1 and service level 2 around the clock and to initiate corrective actions in the
event of disaster.
Mcr safeguards its network and its customers' services by protecting its facilities,
distributing its expertise and equipment, and using event-recognition technology. In
regards to the Mcr ITS network as depicted in Figure 1, MCr utilizes its state of the art
network monitoring tools and built in network redundancy to proactively manage and
monitor InmateIWard calling. Mcr robust network is designed to re-route calls utilizing
optional network paths whenhecessary. This re-routing of traffic allows for calls to take
place when there are specific network related events.
In the U.S., MCr operates on an all-fiber, high-capacity, nationwide network with enough
fibers to stretch from San Francisco to Washington, D.C. 16 times. The driving force behind the
improvement of the network is the Synchronous Optical Network (SONET). More th~n 97
percent of MCl's traffic travels over SONET-compliant facilities which allows for instant
network redundancy.
2.2 Protected Facilities
I
. i'P")
\ .
The network is actively protected through regular ground and aerial survein'ance to
identify construction and environmental threats. All accessible ground routes are patrolled,
and equipment within all regenerator huts is phecked regularly. MCl technicians monitor and
direct all construction activity occurring near company facilities.
The company also employs passive protection programs nationwide, such as the "oncall" system. This approach encourages farmers, municipal employees, contractors, and others
who plan to excavate near MCl routes to call a single number to request assistance and
supervision. Signs and markers placed along routes provide the cable-locate service number and
a warning of excavation danger.
2.3 Mel Back-Office Systems
Mel back-office systems are designed to recognize an outage and to send all traffic to .
the systems that are on line. When the offline systems return to service, all other systems will
detect their presence and adjust traffic flow accordingly. MCl's systems provide for load
balancing and speed. All MCl back office systems are monitored in both Gainesville and
Sacramento by highly trained staff using state-of-the-art hardware and software. When an outage
occurs, MCl's visual alarms and other notifications alert staff to the issue so that it can be
addressed as quickly as possible if it is not resolved automatically.
2.4 Distributed Expertise and Equipment
(~
'-..-/
MCl engineers, technicians, and special equipment are strategically located across the
network to reinforce the company's ability to qUIckly identify and correct network outages.
Trained technicians, on call 24 hours a day, are n~ver far from the most remote network location.
Spare cable, sophisticated testing and splicing equipment, and fully equipped mobile regenerator
units are available to accelerate isolation, repair, and restoration activities.
2.5 Event Recognition
Mel's multilevel alarm system encompasses network components, including fiber-optic
terminals, microwave stations, power supplies, and environmental systems. This system
includes status ala:rins t6 identify potentia:lproblems such as an open door at a regenerator hut,
and system alarms to identify system-level performance problems, such as a deteriorating card in
the redundant transmission system. Over 800,000 individual status and system alarms are
monitored in real time from MCl's Network Management Centers (NMCs)located in Cary, NC,
and Tulsa, OK. When an alarm is triggered, the company's intelligent alarm-filtering system
sorts alarms to identify the actual problem.
o
Mel uses real-time restoration (RTR) to minimize the effects of a large fiber cut. The
RTR application is designed to speed restoration of intra-digital cross-connect links into real
time. RTR allows rerouting of network traffic-network reconfiguration-in seconds. In the case
of a fiber cut or similar occurrence, preplans-scripts-can be uploaded from MCl's NMCs to the
RTR application platform. Preplans consist of a string of digital cross-connect cominands that
automatically reroute traffic to pre-designated alternate paths.
2.6 Recovery Activities
;'----'\
(\ ))
In the event of a catastrophic network outage, MCl's NMC will notify the construction
network specialists group, which, in tum, will contact the local network operations group.
Together, these groups will form, within one hour of notification, a Disaster Recovery
Operations Center (DROC). The DROC will provide a centralized communications structure
between the construction network specialists group and the local network operations group.
Figure 2 depicts the sequence of events in Mel's disaster recovery process.
NMCNotlfiQ
Construction
Network Specialists
ofOUlage
Dlnsteror
outage
Detecled
--IiI
DROC ldentlflQ
CIIIIH of Problem
and lsoIartn to
SpecIflc Location
I
DROC Coordlnaiet
with RoatoratJon
Management to
Restom Traffic
~
DROC e.tabllahes
Initial Control PoInt
~
DftOC CoordlFJlli8ll
Repair of Problem
I
Traffic Is Restored ~
to Nonnal Operation
DROCNotIfIeaMCI
PMO and Customer
thllt Problem Is
Resolved
MCI will work with facility and Commonwealth managers to ensure continued
service or the restoration of service as quickly as possible in light of the disaster
conditions.
3.0 Site Disaster Recovery for ,On ..Premise .Call Control-Equipment (System
100) at all PA DOC Institutions
.
3.1 Approach
MCl's restoration capabilities and timely recovery at an ITS site will depend on the
location, type of equipment, kind of emergency, travel time, and the amount of advance work
accomplished on site. The Team recognizes that effective handling of a disaster requires
preparation, an ability to quickly collect reliable information, the ability to make effective and
timely assessments and decisions, and the capability to execute those decisions by applying the
appropriate resources to recovery.
3.2 Diagnostics
~--~~--------
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---.-------~-.-.-.------ .....:.---.-----,-.---'------.---.-..... ---._------_ ... _-'---_ ... -._. __ •
Each PA DOC facility, the MCr Service Center, MCr Project Team office and the
VAcr Network Operations Center (NOC), in Plano, TX, will be connected to MCI's wide area
network (WAN). The WAN will allow complete remote visibility into the ITS at each facility
This visibility will enhance the trouble resolution process because the Mcr Project Team
will not have to rely on PA DOC personnel to identify service-impacting events.
The System IOO platform at each ITS will automatically perform self-diagnostic
checks every 2 minutes. During this check, the platform will search for non-compliant events,
including possible T-I board failures and loss of site connectivity to the Mcr network. rf a
failure is detected by the system, an alarm will be generated and a ticket will be simultaneously
forwarded to MCI's Customer Service Center and to VACI's NOC. Upon receipt, technical
personnel will analyze the ticket to determine the nature and severity of the failure and the
appropriate corrective actions.
System Recovery. Typically, remote diagnostics will resolve the problem; on-site
assistance will be provided from MCr, if necessary, to determine whether a component or entire
system replacement is required to restore service. If an on-site technician is required to restore
service, MCr will dispatch a technician: Once on site, the technician will perform diagnostics on
the system to determine the extent of the damage. The technician will then work to restore
service to the facility using either a spare part kit or a system replacement kit.
Mcr has a very robust system with several layers of redundancy built into its system.
Mcr has vast experience with redundancy and disaster recovery planning. MCr has a very
effective disaster recovery protocol in place. It has proven very effective for all our
customers. For emergency purposes, please see Attachment 2 for the table that indicates the
proper escalation chain.
Data Recovery. A central database, located at the VACr NOC (Network Operations
Center), will maintain a duplicate copy of critical information from each facility, including call
detail records (CDRs) and system operating parameters. This database will be automatically
refreshed each time a call is completed or a call attempt is made from each facility. This
automatic archival process will ensure the most up to date information is stored at the central
database and reloaded to the facility in the event of a disaster.
By maintaining a redundant off-site copy of critical information, the Commonwealth will be
protected from losing mission critical data. Once the since is repaired or a spare system is
installed at the facility and connectivity to the WAN has been established, communications to the
central database will resume and the archived database will be populated onto the new or repaired
ITS system.
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Equipment Call Processing Diagram
Figure 3
Redundant Call Data Storate:
Call detail records: As depicted in Figure 3, Call detail records are stored on the
following locations:
.
1) On site at each institution on the ITS system .
2) On site at each institution ontheMCI temporary storage device.
3) At the VACINOC in Plano, TX
4) Backed up weekly on redundant storage devices at the VACINOC in Birmingham, AI.
5) At the MCI Data Warehouse in Rancho Cordova, CA.
6) Backed up weekly on redundant storage devices at MCI in Gainesville, Fl. Call
Recordings: As depicted on Figure 3, Call recordings are stored on the following
locations:
1) On site at each institution on the ITS system.
2) On site at each institution on the MCI temporary storage device
3) At the MCI Data Warehouse inRancho Cordova, CA.
4) BCf,cked up weekly on redundant storage devices at MCI in Gainesville, Fl
_. - -. -
_
_ _.. _. --- ---_.._.---_ .... _-- ..._._._-- ...-.-- '--'--'---'
'-"-- - •... -.-.- ...._.. - .... _- ..... .. ----_....._..... _---------_.
... . - ...• _. - ..- .... . .__ - -.•. - .. _._....... ... _--_ .. _..... -_.- ._. --_. --_.'."_-' ._- -- ..- ... _- - -- --_._-_.. _-_ .. _.. _._._._-_. --- ._. __.- ..
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3.3 Spare Parts
To ensure the highest level of service during disasters, MCI places teclmicians
throughout the Commonwealth. These teclmicians carry enough equipment on their service
vehicles t6 completely replace a facility's full ITS suite. Furthermore, both Mel and VACI
warehouse additional ITS equipment and can have equipment on site and restored with backup
data the day after the disaster if the site is accessible. If the; site is not accessible, the
equipment will be stored at the closest staging area, with certified teclmicians available to make
all necessary repairs, replacements, or relocation of equipment to maintain total operation of the
ITS.
MCI typically can resolve the problem through remote diagnostics; on-site assistance will
be provided from V ACIto determine whether a component or entire system replacement is
required to restore service.
Each ofMCI's 5 technicians will be provided with spair parts kits that include critical
omponent parts. The system will have the ability to provide call processing and call recording
to an impacted facility. MCI will be able to deliver the spare system and install it at the
affected facility within 24 hours.
3.4 .Redundant Systems
,r'-\
L}
MCl's approach to disaster recovery of services extends to the V ACI NOC. There are
several critical functions integral to VACl's System 100 system that provide ready-made
solutions to potential disaster situations. The effectiveness of these functions is reflected in the
System 100 system reliability rate, which exceeds 99.9 percent. These functions are described in
the following subparagraphs.
•
•
•
Back-up Power. Twin uninterruptible power supply (UPS) units will provide backup power to all NOC systems. If a power failure outlasts the life of the UPS units, an
emergency generator will supply power to the NOC to maintain critical network
equipment.
. Redundant Power Supply. Ifthe NOC becomes inoperable, all network
management and control will be routed to the alternate VACI NOC in Birmingham,
AL. This rerouting of control will occur immediately after notification of a problem
at the NOC.
Triple Redundant Computer System. This computer system will be responsible for
archiving all mission-critical data from each P A DOC institution, including information
on attempted and completed calls and site-specific calling parameters such as time limits.
If the first computer system fails, a second system will automatically assume control.
Should the second system fail, a third system will op~rate exactly as the first and second
were intended to operate.
C
•
Redundant Call Record Data Storage. Call records will be stored at each facility's
call processor and at the NOC' s central database. If a disaster occurs at a P A DOC
facility and the call records are destroyed, a new System 100 system will be installed
and repopulated with the CDRs that have been archived in the NOC's central database.
Redundant Call Record Data Storage.
Call detail records: As depicted in Figure 3, Call detail records are stored on
the following locations:
1) On site at each institution on the ITS system
2) On site at each institution on the MCI temporary storage device.
3) At the VACINOC in Plano, TX
4) Backed up weekly on redundant storage devices at the VACINOC in Birmingham, AI.
5) At the MCI Data Warehouse in Rancho Cordova, CA.
6) Backed up weekly on redundant storage devices at MCI in Gainesville, Fl.
-'.
Call Recordings: As depicted on Figure 3, Calt recordings are stored on the following
locations:
1) On site at each institution on the ITS system
2) At each institution on the MCI temp call storage devises
3) At the MCI Data Warehouse in Rancho Cordova, CA.
2) Backed.up weekly on redundant storage devices at MCI in Gainesville, FI
•
Redundant Line Information Database Processing. The System 100 platform will
use two separate line information database (LIDB) providers to the NOC for validation
purposes to provide redundancy in this critipal area. If one LIDB encounters a problem
that would affect the System 100 platform, the second will serve as a dedicated
alternative.
•
Fault-Tolerant Industrial PC. The System 100 system uses a fault-tolerant, industrialgrade, rack-mounted computer that includes a redundant power supply and mirrored
hard drive$. The on-site call processors have been designed with enough intelligence to
complete calls in the event of a total central system failure. If the NOC is unavailable
through the WAN connection, the phones will have the capability to check their internal
databases for number validation and to place the call if the number is valid.
•
MCl's backoffice systems for inmates' calls are located in Sacramento, CA,
and Gainesville, FL. These systems work in concert for all the company's
corrections customers with dedicated equipment for each one. The back-office
systems are connected to the customer locations and with each other using highbandwidth. data circuits to offer full redundancy and security.
3.5 Recovery Activities
Much of the recovery of a site's ITS operation after a disaster will be automated by
virtue ofthe sophisticated software in the equipment that senses a problem and initiates
corrective actions.
3.6 Data
The central database at the VACI NOC will maintain a duplicate copy of critical
information from each facility, including CDRs and system operating parameters. This database
will be automatically refreshed eachtime a call is completed or a call attempt is made from each
facility. This automatic archival process will ensure that current information is stored at the
central database and can be reloaded to the facility in the event of a disaster. Once a replacement
system is installed at the facility and connectivity to the WAN has been reestablished,
communication with the central database will resume and the archived data will be populated
onto the new or repaired ITS.
3.7 Equipment
If a technician is required at a PA DOC institution, MCI will dispatch the assigned
technician. Once on site, the MCI technician will perform a complete diagnosis of the system
to determine the e:x.tent of the damage. The technician will restore service to the facility using
either aspare part kit or the system replacement kit. These spare unit~ will be used to replace
the damaged units and restore phone or monitoring service to the site. MCI will monitor the
quantity of spare units and, as quantities are depleted, will order new units and ship them to the
appropriate technician. If requested by the PA DOC, the MCI technician will provide a
portable inmate telephone for emergency use. These phone sets can be used in the event an
emergency prohibits the use of the standard inmate teleph()ne sets.
MCl's restoration capabilities and timely recovery of the ITS will be depending on
equipment type and availability, location and type of emergency, travel time, and the amount
of advance work accomplished on site.
In summary, here is the process of restoration of service:
1) Based on proactive site monitoring ofPA DOC institutions highly trained MCI
Service Center personnel will contact the appropriate MCI Technician to report a
specific event. MCI Service Center personnel will attempt to resolve the issue
remotely. lfremote resolution is not accomplished, the MCI Technician will be
.
dispatched to the institution for on-site repair.
2) If the site is accessible and depending on the event, the MCI Technician wmgo onsite to the PA DOC institution. Once on site, the MCI technician will perform a
complete diagnosis of the system to determine the extent of the damage. The MCI
technician will restore service to the facility using either a spare part kit or the system
replacement kit. These spare units will be used to replace the damaged units and
restore phone or monitoring service to the site. In addition, MCI will upload call
detail and call recording information to ensure PA DOC has the most current inmate
calling data. MCI will monitor the quantity of spare units and, as quantities are
depleted, will order new units and-ship them to the appropriate MCITechnician. If
requested by the PA DOC the Team will provide a portable inmate telephone for
emergency use. These phone sets can be used in the event an emergency prohibits the
use of the standard iNmate telephone sets.
4.0 Site Disaster Recovery for Off Premised Centralized Call Control Equipment
(LazerNet) at all PA DOC Locations .
4.1 Approach
(J
MCl's restoration capabilities and timely recovery at an, Off Premise ITS site will
depend on the location, type of equipment, kind of emergency, travel time, and the amount of
advance work accomplished on site. The Team recognizes that effective handling of a disaster
requires preparation, an ability to quickly collect reliable information, the ability to make
effective and timely assessments and decisions, and the capability to execute those decisions by
applying the appropriate resources to recovery.
.
4.3 Diagnostics
Each PA DOC facility will process calls via VAC's ON Premise Call Control
Equipment in Plano at a V ACl facility. The Premice equipment is monitored by V ACl
personnel in addition to being monitored by MCl personnel viaMCl's wide area network
(WAN). The WAN will allow complete remote visibility into the Premise Based platform.
This visibility will enhance the trouble resolution process because the MCl Project Team will
not have to rely on PA DOC personnel to identify service-impacting events.
The platform automatically performs self-diagnostic checks every 2 minutes. During
this check, the platform will search for non-compliant events, including possible T -1 board
failures and loss of site connectivity to the MCl network. If a failure is detected by the system,
an alarm will be generated and a ticket will be simultaneously forwarded to MCl's Customer
Service Center and to VACl's NOC. Upon receipt, technical personnel will analyze the ticket to
determine the nature and severity of the failure and the appropriate corrective actions.
System Recovery. On site V ACl personnel will perform diagnostics on the system to
detemrine the extent of the damage. V ACl will then repair or replace the necessary equipment to
restore service .
. MCl has a very robust system with several layers of redundancy built into its system.
MCl has vast experience with redundancy and disaster recovery planning. MCl has a very
effective disaster recovery protocol in place. It has proven very effective for all our
customers. For emergency purposes, please see Attaclunent 2 for the table that indicates the
proper escalation chain.
Data Recovery. A central database, located at the VACl NOC (Network Operations
Center), will maintain a duplicate copy of critical information from each facility, including
call detail records (CDRs) and system operating parameters. This database will be
, automatically refreshed each time a call is completed or a call attempt is made from each
facility. This automatic archival process will ensure the most up to date information is stored
at the central database and reloaded to the facility in the event of a disaster.
4.3 Spare Parts
By maintaining a redundant off-site copy of critical information, the Commonwealth will
be protected from losing mission critical data. Once the system is repaired and connectivity to the
MCl WAN has been establishedl corrirnunications to the central database will resume and the
archived database will be populated onto the new or repaired V AC system.
'0
To ensure the highest level of service during disasters, MCl places technicians
throughout a Commonwealth in which MCl provides ITS service. These technicians carry
enough equipment on their service vehicles to completely replace a facility's full ITS suite.
Since the majority ofthe Call Processing equipment for PA DOC facilities is off site, the MCl
technicians will have the necessary equipment for on site repairs at the P A DOC facilities,
._._ ._ .--_.- ._.. _. _._ . . _--_...___
_ .._-.
.--_--_._--- --._. ---'-______
.- "-"'- _._. _-._k-_________
._-_. . ----.. ------'--'--' . _
. . . .-._ . .--- '. ---- -._-..__-. -_.-_-._.---._.._.... -._
_'____
__
,_____
-____
________________ .'--_____
~
-'.'.=--=-~-=~=':'=-::'--'
.---:-:-~.:..-=--:---::-=
such as handsets and volume controls.
4.4 Redundant Systems
MCl's approach to disaster recovery of services extends to the VACl NOC. There are
several critical functions integral to VACl's System 100 system that provide ready-made
solutions to potential disaster situations. The effectiveness of these functions is reflected in the
System 100 system reliability rate, which exceeds 99.9 percent. These functions are described in
the following subp~rawaphs.
•
Back-up Power. Twin uninterruptible power supply (UPS) units will provide backup power to all NOC systems. If a power failure outlasts the life of the UPS units, an
emergency generator will supply power to the NOC to maintain critical network
equipment.
•
Redundant Power Supply. If the NOC becomes inoperable, all network
management and control will be routed to the alternate VACI NOC in Birmingham,
AL. This rerouting of control will occur immediately after notification of a problem
at the NOC.
•
Triple Redundant Computer System. All System 100 controls are housed in a triple
redundant SUN system computer at the NOC. This computer system will be responsible
for archiving all mission-critical data from each PA DOC facility, including information
on attempted and completed calls and site-specific calling parameters such as time limits.
Ifthe first computer system fails, a second system will automatically assume control.
Should the second system fail, a third system will operate exactly as the flISt and second
were intended to operate.
•
Redundant Call Record Data Storage. If a disaster occurs at a PA DOC facility and
the call records are destroyed, a new VAC system will be installed' and re-populated
with the CDRs that have been archived in the NOC's central database.
Redundant Call Data Storage.
Call detail records: Gall detail records are stored on thefollowing locations:
1) On site at each PA DOG workstation.
2) At the VAGI platform in Plano
3) Backed up weekly on redundant storage devices at the VAGI NaG in Plano
4) At the VAGINOG in Plano
Call Recordings: Gall recordings are stored on the following locations:
1) At the VAGI platform in Plano
2) Backed up weekly on redundant storage devices at the VAGINOG in Plano
•
C)
Redundant Line Information Database Processing. The V AC/MCl platform will
use two separate line information database (LIDB) providers to the NOC for
validation purposes to provideredundancy in this critical area. If one LIDB .
encounters a problem that would affect the platform, the second will serve as a
-------------------
-----------
dedicated alternative.
•
Fault-Tolerant Industrial PC. The LazerNet system uses a fault-tolerant, industrialgrade, rack-mounted computer that includes a redundant power supply and mirrored
hard drives. The on-site call processors have been designed with enough intelligence to
complete calls ih the event of a total central system failure. If the NOC is unavailable
. through the WAN connection, the phones will have the capability to check their internal
databases for number validation and to place the call if the number is valid.
•
Mel's back office systems for inmates' calls are located in Sacramento, CA, and
Gainesville, FL. These systems work in concert for all the company's corrections
customers with dedicated equipment for each one. The back-office systems are
connected to the Platform with each other using high-bandwidth data circuits to offer full .
redundancy and security.
4.5 Recovery Activities
Much of the recovery of a site's ITS operation after a disaster will be automated by
virtue of the sophisticated software in the equipment that senses a problem and initiates
corrective actions.
4.6 Data
The central database at the VACI NOe will maintain a duplicate copy of critical
infonnation from each facility, including CDRs and system operating parameters. This database
will be automatically re:l;i:eshed each time a call is completed or a call attempt is made from each
facility. This automatic archival process will ensure that current information is stored at the
central database and can be reloaded to the facility in the event of a disaster~ Once a
replacement system is installed and connectivity to the WAN has been reestablished,
. communicatiori with the central database will resume and the archived data will be popUlated
onto the new or repaired LazerNet platform.
4.iEquipment
Since the maj ority of the Call Processing equipment for PA DOC facilities is off site,
the MC! technicians will have the necessaiy equipment for on site repairs at the PA DOC
facilities,sllch as handsets and volume controls.
MCl's restoration capabilities and timely recovery of the ITS will be depending on
equipment type and availability, location and type of emergency, travel time, and the amount
of advance work accomplished on site.
fu summary, here is the process of restoration of service:
1) Based on proactive site monitoring ofPA DOC facilities and the VAC platform
highly trained MC! and VAC! Service Center personnel will contact the appropriate
MC! Technician to report a specific event. MCWAC! Service Center personnel
will resolve the issue by repairing the VAC equipment.
C)
2) If the inmate/ward phones are in'11eed or repair, MC! will dispatch an Mel.
technician to repair the inmate/ward phones.
---=----~......:--=--=--.:..==-~=:...=:....:.-.:..:..-==~-=~..:::~~~,- --~~=:.:.....-::-.....:...-~~..:.:=-.-=::...:.-:---.:=-~~-.:-----.::.-~-=-
----- -- -- -.-- ..
--- ....- .- _.- - ----_.- .. ... -_. --- ...
--- -~----~-----'- -----~---.-~-
--.------~--
_
5.0 Disaster Recovery Testing
Because of the immerous redundancy processes deployed for PA DOC facilities, call
detail records and recordings are constantly being backed up and stored. As depicted in Figure 3
(Equipment / Call Processing Diagram for On-Premise Central Call Control Equipment (System
100) at all PA DOC Institutions) and Figure 4 (Equipment / Call Processing Diagram for OffPremised Central Call Control Equipment at all PA DOC facilities these extensive redundancy
process constantly tests the MCI and VACI backup servers and data warehouses.
6.0 Deliverables
The MCI Team will submit the following deliverables related to disaster recovery:
•
' Enterprise-Wide Disaster Recovery Plan. This appendix represents the Team's initial
enterprise-wide Disaster Recovery Plan for the ITS project. The Team will update and
maintain this plan as agreed during the Project Initiation Meeting with Commonwealth
representatives.
•
Site Disaster Recovery Plans. MCI will provide a Disaster Recovery Plan to each P A
DOC facility at which ITS equipment is installed. These plans will be submitted on or
before the date of acceptance at each installation and will address the major components
of the site's VAC System 100 platform & inmate phones.
_
ASSIGNMENT OF CONTRACTS
'This Assignment of Contracts is made this ME 97· 15·2580·0 11 ~tke. 2.2-. J Pry O~ ,
iY)()[cli
by and between Verizon Pemlsylvania Inc. (Assignor) and T-Netix, Inc. (Assignee).
200b
WITNESSETH:
WHEREAS, Assignor entered into Contract Number ME 97-15-2580-011 with the
Commonwealth ofPemlsylvania, acting through the Governor's Office of Administration (the
Agency), providing for Assignor to perfonn certain Payphone and Inmate Telephone Services
for Commonwealth Agencies; and
WHEREAS, Assignor desires to assign all of its interest in and to the Contracts to
Assignee, who shall perform the obligations and responsibilities of Assignor under the
Contracts and Assignee desires to accept such assignment; and
WHEREAS, the Commonwealth ofPelmsylvania, acting through The Agency,
has .agreed to pennit the assignment of th~ Contracts as described herem.
NOW THEREFORE, in consideration of the transfer of said Contracts by
Assignor and the acceptance thereof by Assignee, the parties hereto, intending to be
legally bound, do hereby agree as follows:
1.
Assignor hereby grants, transfers and sets over to Assignee, any and all of
Assignor's right, title and interest in and to the Contracts, the duty and
responsibility to perform any and all acts and obligations of the Assignor under
the Contracts and the benefits arising to the Assignor thereunder and Assignee
hereby agrees to accept and ass1llne the saIne as if Assignee had been aJ.i original
party to the Contracts.
2.
Assignee hereby accepts the assigmnent of the Contracts, agrees to be
bound by all of the tenns of the Contracts, including but not lnnited to the
duties~
obligations and responsibilities of the Assignor thereunder aJ.ld
further agrees to perform such duties, obligations and responsibilities in
accordance with the tenns of the Contracts and its atiacmnents.
Page 1 of3
3.
Assignee hereby assumes full responsibility and liability for all acts
performed directly or indirectly under the Contracts on and after the Effective
Date, but not including breaches of the Contracts committed by Assignor prior
to the Effective Date of this Assignment. Assignor shall remain liable for all
responsibilities and obligations relating to the Contract accruing prior to the
Effective Date irrespective of when a cl~im is made.
4.
Assignee agrees to indemnify and hold the Agency harmless from any liability
arising under the Contracts related to Assignee's performance, nonperformance
or negligent or willful acts.
5.
The Agency joins in this Assignment solely for the purpose of acknowledging
the Commonwealth's consent to and approval of the assignment of the Contracts
to Assignee as provided for hereunder.
IN WITNESS WHEREOF, the Parties to this Assignment of Contracts have executed it
through their respective duly authorized officers, as of the date first above written.
This Assignment of Contracts will not be fully executed and binding on the Parties unless and
until all signatures are affixed hereto.
ATTEST:
FEDIDNO:
dJ- OJY28roo
------'--'------::--r---'
Assignee
Date
FED IDNO:
Page 2 of3
'8 ,/-/03 23 52-
COMMONWEALTH OF PENNSYLVANIA
OFFICE OF ADMINISTRATION
APPROVED:
.....~ ~~ "
Page 3 of3
...... .............,.......
~
~.~.
REV006FO(6 9.9)
n
,C0111U10nwealth C,ontracto.r Re$pOl1Sibility ProgralTI
Clearance Certificate
.
.
Fed~rnJ J.denHfjl;:~tion
Number·
84..10373st
Certificate Numbe)'l
:ace
A725
. ~u~iness N~me
r.,rftde Nalll~
PA :O~P~RTMENT OF B,:EVlNUE C:mRT~IES ')'1;IAl' 'raE INFORMATI,ON ·bN OUR :R~CORDS. AS OF. 3120/2006·
THE FOJ.-LOWING;
ALL S7.'ATE REPORTS'l;tA VJi: ~EEN FILED AND A.:r..L SlATE TAxEs PAlD, ANP/OB.
No
"ALL STATE TAXES ARE SUBJECT 1'0 A TJM£LY ADMINISr~'fTV.E OR JUDICAL APPEAL, AND/OR
, ALL S'r.A. r~ TAXES 'ARE SOBJECr 'TO A DULY APP:ROVED l>E~ERRED PAYMENT P.r.-AN
•
•
~
.
~, ""~:' 1
CER':flJi1,CATE lS BEING lSSVEJ) -IN ACCORDA'NC;E ~7IT]} 1~~i\N~GEMEN'r 'P)RECTIVE 215.9 BAS;mp ON Ft\CTS ·PRESENT. .'
'YJ' ....Tr........ 11I..T
;ay THE DEPAR'l'MJ:i:NT OF REVENUE.'
.
::', :1,,':
CERTll1'tCA T.F.: CANNOT :BE USE!) AS AN ESTOP)?,E~ AGAINST THE D:E~A:a.TMENT IF FURTmt~ K'ACTS BECOME
TO THE DEPARTMENT. TIDS CERTlm.CATE Do.ES Nor :RE).'LACE THE ltEQt1r.:a.EmNT OF SECt.JRlNG A "BULl{
Cl..ijARANClt C;E:R.1.lFlCATE1. UN:or,:R 'J':aE PROVIS10NS OY.' SECTION 1403 0' TIm FISCAL COOE OR. ANY OTRER.
JAR CE~r.T.mCATE OR DOCUM.ENT.ISSUED BY. 'J:'HE DEI'AR.TM:tcNT OF REVENUE.
...J' ............... ,
'3/20/Z006
~ A ))EP A.RTMENT OF REVENUE
lSSUEDATE
t{' ' .. ',
.
c;(~'r' i·;·"~IE
OF
AOp.:jIN)S-I:~i~:r/V[ SEFlVl"':ES
OFFICE OF ADMINISTRATION. . '
. .
LEGAL OFFICE
07 JUN 13 Pf~1 4: 02
DESK MEMORANDUM
'.
.
Mf- e/20/07
June 11, 2007
SUBJECT:
TO:
,
Assignment of Contract
Mcr Communications Services, Inc. to Globel Tel*Link Corp.
FROM: Nora L. Doyle, Senior Counsel ~
Secretary Martz
NECESSARY ACTION:
For Information
Approval
See Me
Necessary Action
As Requested
Comment
~
Prepare Reply/Report
X Signature
For Payment
RE:
The Attached docume~tis an assignment of the phone related tQ the provision bfinrnate
phones and payphones for the Commonwealth. The document has been executed in counterpart,
so you need only sign the first three copies.
The attached document has been reviewed and approved by this office.
Pleas'e let me know if you need any further information. I may be reached at 772-0980 or at
lldoyle@state.pa.us
ASSIGNMENT OF CONTRACT
This Assignment of Contract is made this _
day of
, 2007, by and between
Mel Communications Services, Inc. (Assignor) and Global Tel*Link Corp. (Assignee).
W"ITNESSETH:
WHEREAS, Assignor entered into Contract Numbers PO 4600010915 with the
Commonwealth of Pennsylvania, acting through the Governor's Office of Administration (the
Agency), providing for Assignor to provide telecommunications services to the
Commonwealth's department of corrections facilities; and
WHEREAS, Assignor desires to assign. all of its interest in and to the Contract to
Assignee, who shall perform the obligations and responsibilities of Assignor under the
Contract and Assignee desires to accept such assignment; and
WHEREAS, the Commonwealth of Pennsylvania, acting througli The Agency,
has agreed to permit the assignment of the Contract as described herein.
NOW THEREFORE, in consideration of the transfer of said Contract by
Assignor and the acceptance thereof by Assignee, the parties hereto, intending to be
legally bound, do hereby agree as follows:
1.
Assignor hereby grants, transfers and sets over to Assignee, effective upon
closing of the transaction between Assignor and Assignee, purSl,lallt to the Asset
Purchase Agreement dated as of November 7, 2006 between Assignor and
Assignee effective upon closing of the transaction between Assignor and
Assignee, pursuant to the Asset Purchase Agreement dated as ofNovember 7,
2006 between Assignor and Assignee (Effective Date) any and all of Assignor's
right, title and interest in and to the Contract, the duty and responsibility to
perform the Contract.
2.
Assignee hereby accepts the assignment of the Contract, agrees to be
bound by all of the terms of the Contract, including but not limited to the
duties, obligations and responsibilities of the Assignor thereunder and
further agrees to perform such duties, obligati9ns and responsibilities in
Page 1 of3
accordance with the terms ofthe Contract and its attachments.
3.
Assignee hereby assumes full responsibility and li~bi1ity for all acts .
performed directly or indirectly under the Contract, including breaches of
the Contract committed by Assignor prior to the Effective Date of this
Assignment.
4.
Assignee agrees to indemnify and hold the Agency harmless from any
.
.
liability arising under the Contract related to Assignee's performance,
nonperfonnance. or negligent or willful acts.
·5.
The Agency joins in this Assignment solely for the purpose of
aclrnowledging the Commonwealth's consent to and approval of the
assignment of the Contract to Assignee as provided for hereunder.
Page.2of3
IN WITNESS WHEREOF, the Parties to this Assignment of Contract have
~xe~lUted it through
their respective duly aufl?orized officers, as ofthe date first above written.
,
,
This Assignment of ContraCt will not be fully executed and binding on the Parties unless and
until all signatures are'affixed hereto.
Mel Communications Services, Inc.,
ATTEST:
Assignor
ATTEST:
Global Tel*Lhi.kCorporation, Assignee
, Date
Secretary
President
Date
I
I
, COMMONWEALTHOFPENNSYLVANIA
OFFICE OF ADlVllNISTRATION
I
I
I
APPROVED:
BY:~==~~~~~~~
OFFICE OF THE COMPtROLLER DATE
OFFICE OF GENERAL COUNSEL
OFFICE OF ATTORNEY GENERAL
Page 3 of3
IN WITNESS WHEREOF, the Parties to this Assignment of Contract have executed it through
their respective duly authorized officers, as of the date first above written.
This Assignment of Contract will not be fully executed and binding on the Parties unless and
until all signatures are affixed hereto.
. ATTEST:
Assignor
MCI Communications Services, Inc.,
President
Date
COMMONWEALTH OF PENNSYLVANIA
OFFICE OF ADMINISTRATION
APPROVED FOR FORM AND LEGALITY:
APPROVED:
By: _________________
SECRETARY OF ADMINISTRATION (OA)
OFFICE OF THE COMPTROLLER DATE
OFFICE OF CHIEF COUNSEL (OA)
OFFICE OF GENERAL COUNSEL
OFFICE OF ATTORNEY GENERAL
Page 3 of3'
CONTRACT BETWEEN
COMMONWEALTH OF PENNSYLVANIA
GOVERNOR'S OFFICE OF ADMINISTRATION
AND
MCI COMMUNICATIONS SERVICES, INC.
d/b/a VERJZON BUSINESS SERVICES
CONTRACT NO.
TIllS CONTRACT is made and entered into in Harrisburg, Pennsylvania, in the County
of Dauphin, Commonwealth of Pennsylvania, by and between the COMMONWEALTH OF
PENNSYLVANIA, Governor's Office of Administration ("OA") and MCI Communications
Services, Inc. d/b/a Verizon Business Services- C~erjzon Business" or 'IMel").
WHEREAS, tho Department ofOeneral Services ("DOS") dolegated to OA authority to
issue a request for proposal (RFP) for furnishing, installing, and maintaining three related
telecommunications systems that will provide payphone service for the Commonwealth of
Pennsylvania and control inmate calling from the state correctional institutions; and
,
i
~
1,
T
WHEREAS, pursuant to the RFP, OA awarded this Contract to MCI.
NOW, THEREFORE, for, and in consideration of, the following is set forth in this
Contract, and the parties intending 10 be legally bOWld, mutually understand nnd agree that:
1. This Contract shall be effective for a sixty (60) month period commencing on the
Effeciive Date as defIDed in Paragraph I of the Contract Terms and Conditions
for Services, but may be extended beyond that period as set out in Paragraph I of
the Contract Terms and Conditions for Services.
2. This Contract shall be governed bytbe laws of the Commonwealth of
.
Penosylvaniaand, for all purposes, shall be construed in accordance with those
laws and decisions of the courts of the Commonwealth of Pennsylvania, and shall
be binding upon the Parties and their respective successors and assigns. No
amendment or modification, of the Contract shall have any force pr effect unless
it is in writing and signed by the Parties.
J
1
l
3. The following attachments are incorporated by ref.re~ce and made part of this
Contract
Attachment A:
At1acnment B:
Attachment C:
Attachment D:
Contract Terms and Conditions for Services
RFP, including alJaddenda issued related thereto
. Final cost submittal, dated August I, 2006
i
I
D-I:
Contractor's original technicnl submittal, dated
October 13, 2005; and
I
11
!
1
1
0-2:
Attachment E:
Clarifications received May 22, 2006 related to
RFP Sections 2.5-C & 2.5-0
Disadvantages Bu,iness Submittal
4. The Parties agree that all legal notices pursuant to the Contract shall be in writing
and mailed by certified mail, return receipt requested, and all other
communications sball be in writing and mailed, prepaid first-class, to the
following addresses of the respective Parties, or to such other addresses as may
be designated from time to time by the Parties:
a.
OA
Kristen Miller
Deputy Miller
Office of Administration
209 Finance Building
Harrisburg. PA 17120
b.
VedzoD Business
Steve Viethaus
Sr. Director, Government Markets
Verizon Business
500 Technology Drive
Room C2123
Weldon Spring. MO 63304
636-793-3457
'.
;
2
IN WITNESS WHEREOF, the Parties to this Contract have executed it, through their
respective duly.authorized representatives, as of the dates written below. Execution by OA will
be through the issuance of a Purchase Order as described in Paragroph 37 of the Contract Terms
aod Conditions for Services.
MCI Communications Servi"e<Inc.
Commonwealth of Pennsylvania
Governor's Office of Administration
Signature
Signature
Suleiman Hessami
VP Pricing/Contract Manngement
Date
Date
i
j
FEIN
!
SAP Vendor Number
4
APPROVED FOR FORM AND LEGALITY
1
J
J
,
!
t
Officc of Chief Counsel
Governor's Office of Administration
)
1
1
Office of General Counsel
I
Office of Attorney Genera!
!
!I
CERTIFICATION OF FUNDS
Comptroller
i
I
Date
I
~
3
I
--{S?} E·MAILED
*/7'07
I
ORIGINAL
Contract No. 4600010915
Page 1 of 3
Contract Original Approval Date: 12/28/2006
Contract Change Approval Date: 01/12/2007
Purchasing Agent:
Name: Matthew Phillips
Phone: 717.214.3740
Fax: 717·214·3567
SAP
Vendor
Us:-165236
': Your
---- - -Number
- - - -With
--- - - - - - - - - 1 VaI'dI f rom It0: 1210812006
.
12107/2011
Supplier Name/Address:
MCI WORLDCOM
COMMUNICATIONS INC
979 E PARK DR
HARRISBURG PA 17111·2810
Supplier Telephone No: 717·565·7500
Please Deliver To:
OA
207 Finance Building
HARRISBURG PA 17120
USA
ISupplier Fax No.:
I
Your Quotation:
: Collective No,:
lOur Quotation:
Payment Terms:
Date:
NET 30
,
~he Commonwealth of Pennsylvania. through the Purchasing Agency, accepts the submission of the Bidder/Contractor for the
awarded item(s) at the pric~(s) set forth below in accordance with: 1) the RFQ submitted by the Bidder/Contractor, if any; 2) the
,~ocuments attached to this Contract or incorporated by reference, if any, and 3) the contract terms and conditions stored on the
;website add~ess at www.dgs.state.pa.us for this type of Contract as of the date of the RFQ, if any, or other solicitation for this
:Contract, all of which, as appropriate, are incorporated herein by reference. When the Bidder/Contractor receives an order or a
written notice to proceed from the Purchasing Agency, the order or notice constitutes the Bidder/Contractor's authority to furnish
!he item(s) to the agency at the time(s) and place(s) specified in the order or notice. RFQ, as used herein, means Request for
Quotations, Invitation for Bids, Invitation to Qualify, or Request for Proposals, as appropriate.
I
Item
10
MateriallService
Desc
Phone Instrument
Installation· Protei 3
Est Qty
UOM
Net Price
Per Unit
Total
0.00 Each
650.00
1 Each
0.00
20
Phone Instrument
Installation - Protei 7
0.00 Each
750.00
1 Each
0.00
30
Phone Instrument
Installation· Protei 3
0.00 Each
695.00
1 Each
0.00
'40
Phone Instrument
Installation· Protei 7
0.00 Each
795.00
1 Each
0.00
50
Pedestal Installation Floor-mount Ped.
0.00 Each
120.00
1 Each
0.00
SEE LAST PAGE FOR ESTIMATED
TOTAL VALUE INFORMATION
Intaara!l:d Environment SYstems Form Name: ZM SFRM STO MMCO L. Varslon 1.0, Created on OS/27/20D3. Last chanaad on 0312912005.
ORIGINAL
Contract No. 4600010915
Page 2 of 3
Contract Original Approval Date: 12/28/2006
Supplier Name:
MCI WORLDCOM
COMMUNICATIONS INC
Item
60
Material/Service
Desc
Pedestal Installation Floor-mount Ped.
EstQty
UOM
Net Price
Per Unit
Total
0.00 Each
120.00
Each
0.00
70
Pedestal Installation Wall-mount Ped.
0.00 Each
100.00
1 Each
0.00
80
Pedestal Installation Wall-mount Ped.
0.00 Each
100.00
1 Each
0.00
90
Pedestal Installation Floor-to-wall-mo
0.00 Each
120.00
1 Each
0.00
100
Pedestal Installation Floor-to-wall-mo
0.00 Each
120.00
1 Each
0.00
110
Pedestal Installation Drive-up Pedlndo
0.00 Each
120.00
1 Each
0.00
i 120
Pedestal Installation Drive-up PedOutd
0.00 Each
120.00
1 Each
0.00
130
Pedestal Installation Back-tobaek Ped.
0.00 Each
235.00
1 Each
0.00
140
Pedestal Installation Back-tobaek Ped.
0.00 Each
235.00
1 Each
0.00
--------_ .. --------------------------------_ ....... --------.----------------_. __ ._-_._ ............ -_ .....-----_ .. _-_._--_... _.. _------.--------.. ------ .... --....... -- ...150
Enclosure Installation L31A Enc.lndoor
0.00 Each
120.00
1 Each
0.00
160
Enclosure Installation L31A Ene.Outdoo
0.00 Each
120.00
1 Each
0.00
'170
Enclosure Installation Forlee 2000 Ene
0.00 Each
280.00
1 Each
0.00
180
Enclosure Installation Forlec 2000 Ene.
0.00 Each
280.00
1 Each
0.00
inlcuraled En~jronmllnt Systems Furm Name: ZM SFRM SrD MMCO L. Version 1.0. Created on 05127/2003. Lllsi "hilnoed on 03/2912005.
ORIGINAL
Contract No. 4600010915
Page 3 of 3
Contract Original Approval Date: 12/28/2006
Supplier Name:
MCI WORLDCOM
COMMUNICATIONS INC
Item
Material/Service
Desc
Est Qty
UOM
Net Price
Per Unit
Total
190
Enclosure Installation PC-1 Enc. Indoo
0.00 Each
215.00
1 Each
0.00
200
Enclosure Installation PC-1 Enc. Outdo
0.00 Each
215.00
1 Each
0.00
210
Enclosure Installation Sierra 9000 Enc
0.00 Each
165.00
1 Each
0.00
: 220
Enclosure InstallationSierra 9000 Enc
0.00 Each
165.00
1 Each
0.00
Enclosure Installation MC-101 Ene. Ind
0.00 Each
300.00
1 Each
0.00
240
Enclosure Installation MC-101 Ene. Out
0.00 Each
300.00
1 Each
0.00
250
Enclosure Installation 90l Ene.lndoor
0.00 Each
475.00
1 Each
0.00
i 260
Enclosure Installation 90l Enc.Outdoor
0.00 Each
475.00
1 Each
0.00
270
Mon. Recurring
Coin/Card Cost
0.00
160.00
1
0.00
280
Inmate Telephone
Services
0.00
0.00
a
Month
Month
0.00
General Requirements for all Items:
No futher infonnation for this contract.
Estimated Total Value
Not Applicable
Irltooratlld Environmenl Systems Fonn Namo: ZM SFRM STD MMCO L. VersIon 1.0. Created on 05/2712003, Last chanoed on 03/29/2006.
CONSENT TO SUBCONTRACT BY Commonw~plth of PA, Governor's Office of Administration:
The undersigned hereby consents to the subcontract of the obligations of MCI
Communications Services, Inc. under the Contract to Global Tel'Link Corp., as
- described above with the exception that the Commonwealth maintains that MCI Communications
Services In
emaln the Prime with the associated responsibilities for all agreed upon services until
::~Sl?nj~t~uted.
Tille:OIJ/Cl//
Dated:
~-.....L
cc: Stuart M. Kuntz, Esq.
~J~cII t- S'~~ 'If?~
;;>
.pI' &-0 rJ 7
June
L28J, 2007
VIA FEDERAL EXPRESS
Ms. Valerie L. Long
Enterprise Network Support Manager
OIT/Bureau of Infrastructure and Operations
Governor's Office of Administration
1 Technology Park
Harrisburg, PA 17110
RE:
NOTIFICATION OF SUBCONTRACT BY MCI COMMUNICATIONS SERVICES, INC. TO GLOBAL TEL'LINK
CORP.
Dear Ms. Long:
Reference Is made to that certain agreement, pursuant to RFP No. 2003-081-011, as such agreement
may have been amended from time to time (the "Contract"), by and between the Commonwealth of
Pennsylvania, Governor's Office of Administration (the "Commonwealth") and the Company. Capitalized
terms used herein and not otherwise defined shall have the respective meanings set forth In the Contract.
Pursuant to Section 20 of the Contract, the Company shall not subcontract with any person or entity to
perform all or any part of the work to be performed under the Contract without the prior written consent of
the Contracting Officer. The purpose of this letter Is to Inform you that the Company Intends to
subcontract with Global Tel'Llnk Corp., a Delaware corporation ("GTL"), to perform the obligations of the
Company under the Contract. In connection with the Contract, the Company requests. that you
acknowledge, and consent to, the subcontract of the Company's obligations under the Contract to GTL.
Please acknowledge consent to the subcontract of the Company's obligations under the Contract to GTL
by Signing this letter and returning a copy via facsimile to Stuart Kuntz, at 908-696-2063, with the original
to follow by regular mall to the following address:
Verlzon Communications Inc.
Attn: Stuart Kuntz, Esq.
One Verlzon Way
VC54S241
Basking Ridge, NJ 07920
For your convenience, please find enclosed a self-addressed, stamped envelope addressed to the above.
Thank you for your prompt attention to this matter. Please call Stuart Kuntz at 908-559-5670 if you have any
questions.
Very truly yours,
MCI COMMUNICATIONS SERVICES, INC.
By: _ _ _ _
Title:
~
_ _ _ _ _ __
Director, Business Development
Global Tel*Link Corporation
Area Sales Director
255 Bultorfly Road
Jackson, N.J 08527
Work - (732) 928-7600
Fax - (732) 928·5500
August 1, 2008
DELIVERED VIA EMAJI, & OVER NIGHT DELIVERY
Ms. Catherine Gontkovic, Director
Commonwealth Telecommunications Services
OAlOITlBureau of Infrastructure and Operations
eTC 1 Teclmology Park
Harrisburg, PA 1711 0
RE: Change Order Request Documentation - Network Conversion SOW
Ms. Catherine Gontkovic,
Please accept this letter and the attached SOW/SLA to support Global Tel*Link's (GTL) request
to convert our existing Network and fulfill commitments to the Office of Administration (OA)
and the PA Dept. of Corrections (DOC) in providing detailed documentation to any "Change
Order Amendment" to the existing GTL inmate phone contract.
The attached SOW/SLA has been prepared with full agreement from the DOC, PA OA and GTL.
The Scope of Work (SOW) outlines the background, Trial results, and VOIP performance. GTLPA DOC Service Level Agreement (SLA) is embedded into SOW.
All new services provided to the PA DOC meet and/or exceed the performance of the original
services installed according to the contract and will be installed at no cost to the Commonwealth.
In addition, the following statement should be added to the Change Order Amendment at time of
authorization forVOIP deployment:
"GTL has agreed to eliminate the Federal Universal Fund Surcharges (FUSF) on all debit inmate
calls."
Once the Change Order is approved by your office and the DOC, GTL will meet with the DOC
to gain their approval for implementation timeJines.
INTEGlUTY
>.,<
INNOVATIOl' ~::o{< RESPONSIVENES!>f':· :::COUNTABILITY
Global Telll:Link Corporation
Aren Sales Director
255 Butterfly Road
J.Ck'OIl, NJ 08527
Work - (732) 928-7600
F.,! - (732) 928-5500
We wish to thank the Dept. of Corrections and Office of Administration for this opportunity to
improve the technology and service on the inmate phone contract and we look forward to a
successful conversion.
Please do not hesitate to contact me with any questions or concerns you may have with this
documentation. Thank you.
Sincerely,
lIAMOity ~
Timothy Miller
NE Area Sales Director
Global Tel*link
tmiller@gtl.net
Cc: William Sprenkle, Executive Deputy Secretary
Cathy Consla, PA Distributed Systems Analyst-OA
Denise Cope, Governor's Office of Administration
Tom Sweeney, GTL VP of Sales
INTEGRITY:''''«
INNOVATIOl' :>Ic': RESPONSIVENES!
>'1<
:::COUNTABILITY
,.
STATEMENT OF WORK
PENNSYLVANIA DEPARTMENT OF CORRECTIONS
CONVERSION OF THE EXISTING NETWORK INFRAS'IRUCTURE TO
IP EDGE TECHNOLOGY FOR INMATE TELEPHONE SERVICES (ITS)
AND DATA CONNECTIVITY
Delivered by: Global Tcl*Link
July 31, 2008
INTRODUCTION
Global Tel*Link (GTL) assumed responsibility of the existing PA DOC Inmate
Telephone Services (ITS) Contract with its acquisition ofthc former Verizon/MCI
Advanced Corrections Division on July 17, 2007. Between the months of April 2007 and
June 2007, the VerizonlMCI proposed ITS solution was deployed at every DOC state
correctional institution. In summary, the state-wide implementation/conversion consisted
of the following network/equipment deployment:
•
Installation of traditional digital (TDM) Tl and Frame Relay network
connectivity and all supporting equipment (CSUs, routers, switches) for the
transport of all inmate voice traffic and data applications between all sites in the
network.
• Installation of stand alone Tl Frame Relay network connectivity and supporting
equipment from key DOC locations (Central Office HQ server site, DOC HQ
Security, and OPR).
• Installation of the VAC (Value Added Communications) Focus 100 Inmate
Telephone System platform and associated workstations at all 27 DOC sites plus
stand alone workstations HQ Security and OPR.
• Installation of a total ofl,638 new inmate telephone stations.
Prior to the acquisition ofVerizon/MCI, GTL had already adopted a corporate wide
strategy to replace traditional Tl and PSTN based network transport for inmate telephone
traffic with a 'next generation' IP edge technology in order to align itself with the trend
of all the major telecommunication providers. GTL began this transition in January of
2005 and has since successfully converted the majority of its inmate customer base to this
'now generation' lP technology - commonly referred to as "VolP".
The paradigm shift to lP edge technology has delivered technological improvements for
how teJecom providers transport voice and data over the most diverse, flexible and
advanced networks available today. GTL has deployed this technology to the PA DOC.
GTL will continue to deliver industry leading service to the PA DOC without sacrificing
any of our obligations and commitments under our existing contract. Our recently .
completed VolP Trials at two PA DOC SCI locations have proven this to be true.
BACKGROUND
In November 2007, GTL and the PA DOC agreed upon formal VoIP Perfonnance
Parameters, as represented In a "stare and compare" Excel spreadsheet, which would be
used to compare various service and statistical benchmarks both before, and after, a
designated VoIP trial period. These service and statistical benchmarks were measured. at
two PA DOC sites using the original TDM digital Tl networks compared to the proposed
VoIP services during a 2 week trial period. The two sites selected for the trial were: SCI
Chester 0' erizon LEC) and SCI Waymart (South Canaan LEC).
GTL coordinated the conversions from traditional TDM TI services to IP at the two trial
sites. The following configurations were used:
SCI Chester: N x TI = 3.0 Mbps of dynamic bandwidth for voice/data
Codec g.729a
1335 Adtran Router (Tls termination)
lAD (Integrated Access) SIP Gateway Device
SCI Waymart: Full Tl = 1.5 Mbps of dynamic bandwidth for-voice/data
Codec g.729a
1335 Adtrwl Router (Tl termination)
JAD (Integrated Access) SIP Gateway Device
The initial trial was conducted between the dates of February 1 through February 15,
2008. While the results of this trial did meet, and in most cases exceeded, the VoIP
Performance Parameters, 3 Way Call Detection during this trial did not meet the desired
performance expectations. This was primarily caused by the challenges of applying
traditional 3 way detection algorithms and sensitivity settings within the inmate telephone
system platform to a VoIP enviromnent using the g.729a compression standard.
Understanding the importance of3 way call detection to the DOC as a means to control
security and prevent misconduct of the inmate population, GTL approached the DOC to
request a second trial period in order to resolve the challenges of 3 way detection we had
learned of during the first VoIP trial.
After extensive development and testing by GTL and its partners, a second 2 week trial
period at SCI Chester and SCI Waymart cormnenced on March 10,2008. This time the 3
way call detection te/lls exceeded the Performance Parameter guidelines. Additionally,
aU other results during this second trial did meet, and in most cases exceeded, the VoIP
Perfonnance Parameters as stated in the stare and compare spreadsheet.
On April 18, 2008 GTL and its partners met with Deputy Secretary Sprenlde, and key
DOC personnel, to review the results of the trials and to gain approval from the DOC to
move forward with the conversion orall DOC sites.
This Statement of Work is the result ofthat meeting and its purpose is to identifY the
necessary steps, and to define a schedule, fur completing the conversion.
CONVERSION PROCESS
2
To complete the conversion of the remaining DOC sites, OTL is proposing a phased
approach whereby key components of the 'core' IP data network will be established first,
followed by the conversion of Jive inmate voice traffic from three larger DOC sites, and
eVentuaIJy converting all the remaining sites. The entire phased approach is estimated to
take approximately three months to complete, from beginning to end.
Proposed Schedule Summary:
Phase I (TBD by DOC) - Core IP data network that supports all cOJJ11ectivity from the
HQ Central Server location in Camp Hill to each individual site, and from the HQ Central
Server location to aIJ the supporting 'back office' OTL, and VAC locations will be
installed, tested, and monitored.
Phase D (3 weeks from first cutover IIbove) - SCI Camp Hill inmate traffic will be
switched from the traditional TDM network to OTL VoIP network.
Phase m (3 weeks from last site cutover) - SCI Oraterford inmate traffic will be
switched from the traditional TDM network to OTL VoIP network.
Phase IV «3 weeks from last site cntover ) - SCI Fayette inmate traffic wiJI be
switched from the traditional TDM network to OTL VoIP network.
Phase V (DOC to provide final approach) - All remaining facilities will be converted
during this time period. (Details of the exact schedule have been furnished under
separate attachment, filename: PA DOC Transition Schedule_042808.mp)
KEY CONTACTS DURING THE CONVERSION
The following persoJJ11el will be involved with the PA DOC conversion process:
Tom Fulton - OTL
Field Services Manager
610-282-3682
Tim Miner - OTL
Sales Director
732-928-6700
Steve Deforrest - OTL
Implementation Manager
251-375-8102
Byron Johnson - OTL
Director Data Network Engineering
317-558-3147
Pat Pline - OTL
Director Field Services
212-831-5390
The following pages provide a snap shot of the MS Project Implementation Plan
3
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GTL FRAME RELAY TO IPSEC DATA cmcUIT MIGRATION
Each site will be upgraded to a FEX TICs) circuits. A single TI wi\l allow up to 40 simultaneous
calls with a minimum of 5l2K reserved for Data to support voice recording downloads, and
validation. The network TOuter will use a QOS algorithm to manage the VOlP priority over data
traffic. If all trunks are not in use, the unused TI will be available for data traffic.
If a site requires more than 1 TI, additional Tis can be provisioned, and bonded with Multi-link
point-to-point protocol CMLPPP). These circuits will combine the bandwidth of both Tls to
create a summed bandwidth of the Tl s.
For example, two Tis will create a combined MLPPP circuit of3 MBps. The combined Tis will
support up to 80 VolP trunks, and have remaining bandwidth leftover for recordings and
validation.
GIL will create lPSec tunnels using 3DES MDS, and terminate tunnels to VAC and GlL data
centers for validation. Each site will also have an lPSEC tunnel to the Camp Hill HQ site to
support central data bases for the VAC system. Upon successful conversion, the legacy frame
relay circuit will be disconnected from the site.
5
',.
SERVICE AND MAINTENANCE
As stated in the Introduction to this SOW, OTL will comply with and meet all contractual
responsibilities for maintaining service to the PA DOC, as stated in our original response
to RFP #2005-081-011. Copies of those responses have been provided below:
RFP #2005-081-011
5.
Maintenance Liquidated Damages:
a.
Minor Emergency.
(1) The Contractor shall respond, between 8 AM and 5 PM. Monday through Friday. to a minor
malfunction of the equipment and cabling within eight (8) working hours after notification between the
hours of 8 AM and 5 PM. The inmate stations. location processors, the central processor. and the
monitoring and recording equipment shall be repaired 24-hours a day. seven days a week, 365 days a
year. Reference Attachment 3 for locations. Included in the repair of the Inmate stations is the repair of
the software, cards. etc. that control the operation of the inmate telephones. If the Contractor falls to
respond within eight (8) working hours. the Contractor agrees to pay to the Commonwealth $300.00 as
an initial liquidated damage. and $15.00 for each and every hour of delay after the first eight (8) working
hours. All repairs or replacements shall be completed within twenty-four (24) working hours following
response to notification of a minor emergency malfunction, and the Contractor must exhibit a best
efforts approach to the completion of the repairs or replacement during the first twenty-four (24) working
hours following response to notification. If the Contractor falls to exhibit best efforts, as determined by
the using agency (DOC), with the concurrence of the Commonwealth, to complete the repairs or
replacement within twenty-four (24) working hours following initial response. the Contractor agrees to
pay the Commonwealth as liquidated damages the sum of $200.00 for each and every calendar day of
delay.
Mel Response:
MCI has read, understands and will oomply.
MCI will follow all Minor repaIr guidelines as set forth in 5.a.1 above. MCI understands that fuilure to meet the
guidelines will result in the liquidated damages as also described within this seotion.
It is important to note that MCl's first line of service response is to remotely log into the system. MCI considers
this remote aooess to be the initial Contractor Response to the trouble tioket. To facilitate this remote oapability,
MCI installs a fully networked Fmme Relay infmstrncture providing 0 high speed conneotion at eaoh of the PA
DOC sites. It is MCI's experience that many of the troubles oon be corrected via this remote access.
6
(2)
For the purpose of this proposal, a minor emergency shall be defined as, or all of the following:
(a) A failure of belween 10% and 49% of the Inmate stations In a bank of telephones to function as
1I1ey are normally Intended.
. (b) . A failure that Incapacilates the monitoring and recording capability on up to 49% of the Inmate
lines at an SCI.
(c)
A failure of any peripheral equipment which renders it Incapable offunclioning as It was intended.
(d)
Indication of minor alarm condition In any of the processor eqUipment.
MCI Response:
MCI has read understands and agrees.
MCI will respond to these types of occurrences within 1he time frames as set for1h by the Commonwealth in 5••. J
of this RFP Tab 8.
b.
Major Emergency
(1) The Contractor shall respond by arriving at the site on a 24-hour per day basis, 7 days per week,
365 days of the year, to a major failure (I.e., processor failure) to the equipmen!lsoftware within three
(3) hours after notification. If the Contractor fails to respond by arriving at the site within three (3) hours,
the Contractor agrees to pay to the Commonwealth $300.00 as initial liquidated damages and $15.00
for each and every hour of delay after the first three (3) hours. All repairs or replacements shall be
started within the first contiguous twenty-four (24) hours following response to notification of a major
system failure, and the Contractor must exhibit a best efforts approach to completion of the repairs or
replacement during the first contiguous twenty-four (24) hours following response to the notification. If
the Contractor fails to exhlbll best efforts, as determined by the using agency, with the concurrence of
the Office of Administration, to complete the repairs or replacement within twenty-four (24) hours
following initial response, the Contractor agrees to pay the Commonwealth as liquidated damages the
sum of$300.00 for each and every calendar day of delay.
MCI Response:
Mel has read, understands and will comply.
Mel will follow all Major repair guidelines as set for1h in 5.b.! above. Mel understands that failure to meet the
guidelines will result in the liquidated damages as also described within this section.
It is important to note that Mel's first line of service response is to remotely log into tbe system. Mel considers
this remote access to be the initial Contractor Response to the trouble ticket. To facilitate this remote capability,
Mel installs a fully networked Frame Relay infrastructure providing a high speed connection at each of the PA
DOe sites. It is Mel's experience that many of the troubles can be corrected via this remote access.
(2) For the purpose oflhls RFP, a major emergency shall be defined as, but not be limited to, an
occurrence of any or all of the following:
a.
Any failure of a processor or the common equipment Which renders the system at a SCI
incapable of performing normal functions.
b.
A failure that·lncapacllates the monitoring and recording capability on 49% or more of the inmate
lines at a SCI.
c.
A failure of 50% or more of the Inmate stations in a bank of telephones to function as they are
normally Intended.
Mcr Response:
Mel has read understands and agrees.
7
RFP #2005·081-011
M
CI will respond to these types of occurrences within the time frames as set forth by the Commonwealth in 5.•. 1 of
this RFP Tab 8
c.
Assessment of liquIdated Damages: LIquidated damage charges specified In the preceding
paragraphs shall not be assessed where performance of tl1e Contractor's obligations are
prevented or delayed by an act of God, freight embargoes, strikes, fire, or acts of government,
provided the successful Contractor notifies the using agency of such circumstances and the using
agency, with
d.
Concurrence of the Office of AdministratIon, reasonably determines that the failure to perform
within the specified time was beyond the control and without the fault or negligence of the
Contractor.
MCl Response:
MC! has read understands and agrees.
d.
Maintenance Liguidated Damage Malor and Minor Monthly Report; Contractor shall furnish a
cumUlative monthly management report, which will be emalled to the Office of Administration and the
Department of Corrections. The Contractor shall provide report design in response for Systems Band C.
The report shall be associated with Its dispatch center(s) logging, tracking, and updating Commonwealth
service calls as proposed in the RFP. The Contractor shall also manage the Commonwealth maintenance
liquidated damages in the same cumulative monthly report.
M,C! Response:
MCI bas road understands and will comply.
As stated within this Section, MCI will open a trouble ticket for each and every Major and Minor trouble reported
by the Commonwealth. The Ticket Manager system offers a very comprehensive suite of reports. Each month
MCI will present the Commonwealth with a management report detailing each of the above requested items to
include dispatches, maintenance and calculated liquidated damages.
In addition to the monthly reporting. MCI will provide selected PA DOC personnel with access to MCI's Ticket
Manager System. At any time, the PA DOC can view active tickets ticke~ view history reports or a host of other
helpful and informative information. Mel win provide training of the DOC staff at any time during the contract
tenn.
• End ofRFP Reference·
8
EXISTING NETWORK CONFIGURATION AT A TYPICAL SITE
MCI
IP Validation via
FRAME Relay
(VAC)
56K
Frame
Swltcll
Inmate Phone&
P••
UneK,or
H.
GTL Data Center
To VAC Validation
Q. . ';~.>.
~
PSTN
9
PROPOSED NETWORK CONFIGURATION AFfER CONVERSION
Mel
(VAe)
IPSec TUNNJ:'L
Flax Its
~~r-~------~.~,-_
\
\
Irma!!! PhOrte5
"
,,
,
\ Internet
\
\
\
':./'--
I
I
I
I
VPN ConcentralO{
GTL Data Center
ValJdation
10
GTL IPADOC
Data Circuit Activation & VoIP Conversion
!~STALLAT!O~!ACTIv.AT!ON
OF DATA C!RCU!T
1) Voip Conversion Equipment Hst
A) Adtran Model 1335 Router/switch
B) 4 Port lAD Voip Gateway
C) Category 5 cables
2) GTL confirms installation of data circuit
A) If needed, GTL sends tech onsite to extend cabling from point of
demarcation to final location of premise equipment
B) GTL tests circuits prior to activation to confirm equipment is visible
from behind extended cabling
3) GTL joins conference bridge, given prior to date/time of circuit
activation
A) Install Equipment
i) GTL connects router/switch up to data circuit (reference
hardware PDF)
ii)
GTL connects IAD[s) to router/switch (reference hardware
PDF)
B) Data Circuit Activation
i) GTL turns up the data circuit
ii) GTL confirms clean, error free connectivity to all
equipment (router!switch/IAD[s])
C) Equipment Configuration
i) GTL configures router to include full access credentials for
GTL to view/modify router configurations
a *NOTE: router configurations, not including GTL HQ
routing changes, should take plaoe at this time.
ii) GTL configures IAD[s] on, a site specific basis, to ensure
calls can be made from the site
iii) GTL adds devices to SNMP Network Monitoring
D) 'resting
i) GTL will test to confirm data circuit can handle traffic in
direct relation to the size of the data pipe
ii)
GTL will test to confirm a call can be made from lAD [6] to
a number given by GTL
iii) Security: GTL Network engineering will apply access control
list to limit the access to sites by only GTL data centers.
The circuit will be tested to assure that the ACL blocks all
other access.
4) Troubleshooting
A) Circuit
i) In the event that the circuit fails to meet clean data
traffiC, either idle or under stress, GTL will work directly
11
wHh GTL project coordinator and field techs to resolve any
circuit issues
a Confirm cabling
b Dispatching LEe tech for head to head testing
C Other troubleshooting procedures
B) Router
i) In the event that the router aila to stay within its
parameters for passing clean, error free traffic through any
of its interfaces, GTL will work with router admin, projeot
coordinator, and field tech to resolve any issues
a Cabling
b Configuration
C Interfaces
d Other troubleshooting procedures
C) Failed Router
i) GTL will ship out new router to replace faulty router
ii) GTL receives new router
a GTL schedules installation of new router.
b GTL (router admin, project coordinator, field tech) join
conference bridge at scheduled date/time
C GTL connects router (reference hardware PDF)
D) lAD
i) No Connectivity
a GTL will work with field tech to resolve
• Cabling
• Configuration
ii) Calls cannot complete
a GTL will work with lAD configuration to ensure calls can
complete from the site
iii) Latency / packet loss
a
b
iv)
GTL will perform TeMP test verification of the circuits
to determine Latency is less than lOOms, and no packet
loss.
GTL router engineer will work with GTL field tech
• Cabling
• Configuration
Failed lAD
a GTL will ship out new lAD to replace faulty lAD
•
GTL schedUles installation of new lAD
•
GTL hooks up lAD (reference hardware PDF)
12
Adtran 1224 (J\puter)
-
Adttat)430S & 1224 (SWItch)
Adlnm 1335
----,
"-"'FcC=='==--=l§~I
...
j:;'.litT,tl:f-"'~I'I>1'"
~i
I...... ""..............
•
[)~~JtIon.1
•••• mm
••••
1
1m
""""',
""!I
.....~'"..'''
'''W\~''_"
... ,.....
C;"'''",llhn p,.,.,r.... Ir> ... I'
, -800-409-4357
VoIP Cutover (scheduled once circuit confirmed stable)
1) GTL and VAC join conference bridge, given prior to date/time of scheduled
conversion
2) Configuration / Cabling
A) GTL completes route changes
i) GTL adds IPSEC policies to Adtran 1335 at site (VAC HQ, and
Camp hill)
ii) VAC adds IPSEC polices to VAC VPN concentrator.
iii) GTL removes Frame relay route from core routers.
B) GT1 configures/confirms VPN tunnels are up and passing traffic without
errors
C) GTL field tech moves VAC cabling 'NOTE: This will bring down the
existing call flow
i) Network connection cable (reference hardware PDF)
ii) VOice T1 cables (reference hardware PDF)
D) VAC confirms equipment connectivity/access through VPN
E) GT1 confirms workstation[s] connectivity access through VPN
3) Testing
A) GT1 verifies that circuit meets maximum lOOmS latency and jitter
values of circuit.
B) GTL "hammers" the lAD Is) with calls on a predetermined Tl:call ratio
of 1:40. While hammer is in effect, GTL makes numerous test calls from
behind VAC platform
i) Duration
ii)
Quality
iii) callerID
iv) Codec
v) Local/LD
vi) Any other call scenario that might be site specific
4) Troubleshooting
A) Call Quality
13
i) GTL network engineer will work witn router/switcn/IAD
configuration and GTL field tecn
a Configuration
b Test calls
B) Call Duration
i) GTL network engineer will work witn router/switcn/IAD
configuration and GTL field tecn
a Configuration
b Test calls
C) CallerID / Codec / Etc.
i) GTL network engineer will work on IhD configuration to resolve
any issues
14
Qrr.wn
RoUoot
IS
CONTINGENCY PLAN
In the event an issue arises that adversely impacts the facility or PA DOC for an extended
period oftime, OTL will implement a fallback plan to the existing TDM Tl connectivity
servicing the facility. In most cases, the network conversion and testing can be
accomplisbed witbin a two (2) hour period. On rare occasions, the network conversion
may take longer. In tbe event an issue requires longertban four (4) hours to resolve, a
OTL Technician will replace the VolP connectivity with the existing T1 circtilt(s)
servicing the facility.
The network conversion is comprised of two separate but equal components: voice and
data. Though both reside on a single circuit or multiple circuits, each are independent
though routing on the network, To that point, issues are divided into the components of
the network. Should the issue only affect the voice, the newly instaUed data network
connectivity could remain in place until resolved and vice versa.
In the event an issue is encQuntered that has the potential of adversely impacting the
facility or PA DOC, OTL will regress to the existing connectivity. If the issue is with
caUing capabilities or caU quality, a OlL technician will remove the T1 connectivity
between the VolP lAD and replace with the existing TDM Tl circuit(s). The technician
will make ample test calls of various caU types to ensure the system is processing caUs, of
good quality, to destinations across the nation. Ifthe issue is effecting the network
perfonnance of the platfonn, the technician will replace the Tl containing the frame relay
circuit into the system router. Once the exiting network connectivity is estahlished, the
technician will contact OTL's Houston Data Centcr for mapping changes to the network.
Engineers in Houston will suspend the new routing tables, and replace with the existing
frame relay routing tables. The technician will then place test calls to ensure paths to
validation are established. After this verification is complete, from the system
workstation, the technician will ensure that other PA DOC sites are visible across the
network that call detail is available and that recorded conversations are accessible across
the frame relay network,
If an issue is encountered pre-conversion, traffic will not he migrated onto the network.
Post conversion, if an issue is encountered with the VolP connectivity, OTL will
immediately open a Priority One trouble ticket. Within one hour OlL Network
Engineers will access the circuit, lAD and router to detennine the cause of the affliction.
In most cases the issue is resolved within two hours. Should an issue not he resolved
within two hours, OlL will begin escalation procedures to ensure service is restored to
full capacity. In the mean time, OlL will implement fallback procedures for the site.
Upon successful conversion and DOC site perfonnance acceptance, orders will be placed
within 3 to 5 business days for the disconnection of the existing circuit(s). These circuits
will remain viable until the orders are processed through Verizon Business. Circuits
disconnect orders are generally completed between 15 and 30 days after the disconnect
order is paced by OlL. The existing circuits and network connections will remain viable
for fallback during this period.
16
SUMMARY
We are confident the infonnation contained within this SOW will provide the PA DOC with the
information it needs to grant G11. the approval to move forward with the conversion to IP edge
technology within our network.
GTL and its partners have the experience, expertise and personnel to complete the conversion of
this network in a seamless manner with minimal impact on the daily operations ofthe DOC.
GTL has been migrating most of its inmate voice circuits to VOIP since 2004.
This conversion will offer several advantages over the existing TDM architecture. These
advantages are:
o
o
o
o
o
o
VoicelData in one managed network
Higher bandwidth available to download recordings and call records.
VOIP is currently deployed 011 many of011.'s major DOC, and large corrections
accounts. It has been successfully deployed in MN DOC, NC DOC, AR DOC,
WA DOC, NY DOC, VA DOC, OA DOC and LA County with phone counts at
sites ranging from 100 to 1095, all with very good results.
Since VOIP can be actively monitored by network management system, problems
can be identified and escalated quicker than traditional TDM networks. Our
NOCS are notified via email on critical events ofVOIP, and T1 alarm status.
The current PA trial sites are an indication of the quality, and uptime performance
of a VOIP installation.
The major carriers such as AT&T, Verizon, Sprint and Qwest have moved to
VOIP as their backbone voice transport. Many TDM transports are being carried
on IP backbone networks.
VOIP technology can be actively monitored using Simple Network Management
protocol. The up or down status of a circuit can be pinged, and our NOe and Tech
Support organization will know the status of an outage within 2 minutes and
notifY carriers to start the repair status.
Traditional TDM Tis do not have active status indication of when they are down.
An outage of a TDM normally is identified by a alarm status on the network
interface smart jack.
17
ATTACHMENT A
GTL
SERVICE LEVEL AGREEMENT (SLA)
18
Service Level Agreement
1.
OVERVIEW & PO~ICY:
GT~ Is commlHad to providing the highest levels of perfonnance, reliability and survivability of Its Inmate phone ...vlces.
As one measure of our ongoing conimllment to excellent customer service, GTL provides a Service Level Agreement
(SLA) covering our Inmate phone services and the ability for customers to determine adherence to these SLAs,
This SLA describes GTL1s target network perfonnance and service level metric for Its SIP Trunklng services.
Each aftha following metrtcs Is applied on 8 peH5lte basis.
2.
SERVICE ~EVE~ COMMITMENTS:
2.1.
Se:RVlCE AVAJL.ABILITY
2.1.1.
Service Availability Commitment
GTL guarantees a SeMce Availability of 99.999% aftha total applicable time for each month. (Requested
change)
2.2.
MI2AN TIME To REPAlR (PRIORITY 1 TICKETS)
2.2.1.
2.3.
MEAN TIME To REsPOND (PRlORIlY 1 TICKETS)
2.3.1.
2.4.
Mean Time to Respond Commitment
GTL guarantees a Mean nne to Respond of 24 hours or less for trouble tickets classified as Priority 3.
INSTALLATION IN1ERVAL
2.6.1.
3.
Mean Time to Respond Commitment
GTL guarantees a MeanTime to Respond of 2 hours or less for trouble tickets dasslfied as Priority 2.
MEAN TIME To RESPOND (PRIORIlY 3 TICKETS)
2,5.1.
2.6.
Mean TIme to Respond CommJbneot
GTL guarantees a Mean TIme to Respond of 30 minutes or less for trouble tickets classlfied as Priorily 1.
MEAN TIME To RESPOND (PRIORIlY 2 TICKETS)
2.4.1.
2.6.
Mean Time to Repair Commitment
GTL guarantees a Mean 11me to Repair of 4 hours or less for trouble tickets classified as Priority 1.
Instal1aUon Interva! Commitment
GTL guarantees an Eligible Customer's Installation will not exceed the Installation of the Local Exchange
Carner's Installation Interval plus 11 business days.
TROUB~E TICKET
CREATION
Customer may open a Trouble Ticket using one of the following methods:
(a) Calling
GT~
Customer Care at 1-BBB-3B5-93BB or Bn-372-1014;
(b) Field EscalaUon team
at 1-4B4-l19&-1055
The only method by which a customer can create or check the sta.tus of a Trouble TIcket durlng non-business hours Is via
phone call to GTL Customer Care.
19
4.
DEFINITIONS:
4.1. GTL auslnes8 Hou",: 9:00AM to 6:00 PM EST Monday through Frlday
4.2. Installation Intarval; The total number of calendar days between the operational order entry date ofVolP order,
e)(cludlng nelwark design and order preparation lime, and the dale the applicable seat, or aKe, Is Installed and available
for use. This In~udes bolh the provisioning tasks of the Local Exchange Carrier and those of GTL
4.3. Moan Time to Repair: Monthly average of the time taken between opening an Eligible Customer's trouble 11ckets and
restoring servlce for all of the Eligible Customer's TroUble Tickets designated 8S Priority 1 Bnd Prlorlty 2.
4.4. Mopn Tlmo To Respond; Monthly average of the time taken for GTL to Initially respond via phone to a service
Impacting TrOUble TIcket log{Joo by a customer
4.6. Customer Cere Hours: 365 days per year I 7 days per week 2:4 hrs
4.6. Primary Identlflcation Number (Primary ID); The Identifying number assigned to a CUstomer's service locatlon by
GTL
4.7. Priority 1 tJ~et; Trouble ticket classification for Issues In which an Eligible Customer's serviCe Is down or Inoperable
4.0. Prtorlly 2 ticket: Trouble ticket classification for Issue. In Which an Eligible Cu.tome~s "JVlea Is being negatively
affected but Is not down or Inoperable
4.9. Priority 3 ticket: Trouble Ucket dassificallon for Informational or Non-servlce affecting Issues.
4.10. Service Affecting IS6ue: An unscheduled period during Which the Service performs Irregularly or otherwise not up to
normal specfflcatlons.
4.11.
~8rVlce AvaUBblltty: Means the percentage oftlle tlme In a given month the Eligible Customer's Inmate VOIP service
was available. Service Availability 15 calculated as the total amount of lime In a calendar month (30 days x 24 hours x 60
minutes) mlnua lhe tolal amount of validated service Outage lime as measured by GTL trouble tickets, (excluding
maintenance windows and planned outages) divided by the total amount of time In a calendar month and multiplied by
100.
4.12. Service Outage: An unscheduled period during which a customer seat or location Is unable to send and receive YolP
calls. This does not Include failure or malfunction of any cabling, switching or other equipment not provlded by GTL
4.13. Service Outage Tlmo: The period beginning when the Customer opens a Priority 1 Trouble Ticket with GTL for a
Service Outage and continuing until the time such Trouble Ticket is cleared and the affected service Is restored by GTL.
4,14. Trouble Ticket: Tile tool by which an eligible Customer reports a perceived Service Outage Issue to GTL and the sole
means by which Service Outage lime Is calculated.
4.15. Naw Installation; Servlce that has been active for less than 2 business days.
20
Contract Change Request Form
Change Request Number CR_DOC001 VolP Conversion
Related RFP Section #: RFP 2005-081-011
and Name:
Date Created: 08/01/08
Date Submitted to COPA: 08/11/08
Description (Brief): GTL intends to Implement new VolP technology Infrastructure, in place of its existing
Network, that meets andlor exceeds the performance of the original services installed
according to the contract and will be Installed at no cost to the Commonwealth,
GTL has fulfilled commitments to the Office of Administration (OA) and the PA Dept. of
Corrections (DOC) by submitting a cover letter In writing to the Director, Bureau of
Infrastructure & Operations, Office of Administration requesting such change. GTL has
also submitted a Statement of Work (SOW) Which outlines the background, trial results,
VolP performance, and SLA metrlcs associated with this new technology.
In addition, GTL agrees to eliminate the Federal Universal Fund Surcharges (FUSF) on
all debit inmate calls.
Priority:
Status:
(Please Check)
Category:
(Please Check)
All supporting documentation attached.
URGENT
_X_ ORDINARY
--
--
LOW
APPXved
Pending
Rejected
Postponed
Completed
Data Ops
Voice Ops
Security
ISS
Support
On Hold
REQUESTOR INFORMATION
Requestor & Title: Timothy Miller, GTL NE Area Sales Director
Requestor Email Address: timothy. miller(!ilgtl. net
Requestor Phone Number: (732) 928-7600 (work); (732) 310-4850 (cell)
Date Change Requested: 08/11/08
COPA CONTACT INFORMATION
COPA Contact: Cathy Consla
COPA Email Address: cconsla(Qlstate.pa.us
COPA Phone Number: (717) 772-8046
Date Submitted: 08/01/08
Taraet Date: 08/11/08
SERVICES AFFECTED
Service Name: Department of Corrections Inmate Phone Services
Product Code:
New Service
L Change Existing Service
.l
--
COST IMPACT
Cost Impact:
Technology:
(check all that apply):
Performance Impact:
None
--
New
1 __
Revised
--
Hardware
j __
Software
Once the Change Order Is approved by both parties, GTL will meet with the DOC to move
forward with agreed upon implementation time lines as indicated in the SOw.
Business Justification: GTL performed two separate VolP trials at two SCI locations to the final satisfaction of the
Department of Corrections (DOC). Signature by the Director, Commonwealth
Telecommunications Services is largely based on the pre-approval by the DOC
Executive, Deputy Secretary, William Sprenkle that this new technology meets andlor
exceeds the performance of the original services.
(.) NOTE: All statements that affect billing must be Immediately forwarded to the Comptroller upon acceptance
Commonwealth of PA
Odfuuck~~Catherine M. Gontkovlc
common~lth Telecommunications Services
Date
O/~y
1 of 1
Date._ _ _ _ _ _ _ _ _ __
Telecommunications Contract Change Request Form
Change Request
Number and Name:
Date Created:
Description (Brief):
Priority:
Status:
(Please Check).
Category:
(Please Check)
Requestor:
Requestor Email:
Requestor Phone
Number:
Date Change
Requested:
COPA Contact:
COPAEmail:
COPA Phone Number:
Date Submitted:
Target Date:
Service Name:
Product Code:
GTL_CCR_1230201 O_Debit Calling
Related CRI.Contract
Section #:
Rate Reduction
Date Submitted to COPA: 12/30/2010
12/30/2010
I
The purpose of this Change Request is to document the change in Global Tel'Link
Corporation's (GTL) debit callin~ rates for the Department of Corrections (DOC) inmates.
URGENT
- - ORDINARY
- - LOW
I
_X_
X
Approved
Pending
Rejected
Postponed
Completed
Data Ops
Voice Ops
Security
ISS
Support
On Hold
REQUESTOR INFORMATION
Global Tel'Link Corporation
jbeamer@GTL.net
610-621-2249
1/1/2011
COPA CONTACT INFORMATION
Cathy Consla
cconsla@state.pa.us
717.772.8046
SERVICES AFFECTED
PADOC Inmate Telephone
Code: Debit Calling Rate
- New Service
I-X-
Change Existing Service
FOR EACH PRODUCT CODE
Unit Price:
RATE
1ST
SURCHG MINUTE
LOCAL
INTRALATA
INTERLATA
INTERSTATE
1.60
0.14
0.20
0.45
1.25
2.15
2.45
RATE
1ST
SURCHG MINUTE
LOCAL
INTRALATA
INTERLATA
INTERSTATE
Amtof
Increase/Decrease:
1.1875
2.0425
2.3275
1.5200
0.1330
0.1900
0.4275
5% reduction in debit calling rate
1 of 2
OLD RATE
RATE
INIT
ADD'L
OUR
MINUTE
1.0
1.0
1.0
1.0
0.00
0.14
0.20
0.45
NEW RATE
RATE
INIT
ADD'L
OUR
MINUTE
1.0
1.0
1.0
1.0
1.5200
0.1330
0.1900
0.4275
RATE
PERIOD MILES
ADD'L
OUR
1.0
1.0
1.0
1.0
ADD'L
OUR
ALL
ALL
ALL
ALL
ALL
ALL
ALL
ALL
RATE
PERIOD MILES
1.0
1.0
1.0
1.0
ALL
ALL
ALL
ALL
ALL
ALL
ALL
ALL
Telecommunications Contract Change Request Form
Increase *(Reference Cost
Impact Study)
-
_X_ Decrease *(Reference Cost
Impact Study)
Cost Impact - (None,
brief description or
attached doc):
Technology:
(check al\ that apply):
SAP Account
Information, if
applicable:
Performance Impact:
Business
Justification:
-
_
New Catalog
Entry - Add new codes
to Product Cat.
Revised
No Unit Price
Change
COST IMPACT
The reduction will decrease the charges incurred for debit calling by the DOC inmates.
--
New
1-
Revised
--
1_X_
Hardware
Software
SAP Cost Center:
SAP Fund:
The DOC is changing the restrictions on inmate calling to allow the inmates more freedom in
placing calls. Therefore, GTL is reducing the debit rates to accommodate potential increase in
the inmate phone usage.
(*) NOTE: All statements that affect billing must be immediately_forwarded to the Comptroller upon acceQIance
GIOW~
Jeffrey Haidinger, President
1
Commonwealth Telecommunications Services
Date
l
Services
I ...._Z'_
1 -t_L1_ _ _ __
Date _ _ _
2-2-1/
Timothy Rin
Acting Deputy Secretary for Administration
JIIII!
20f2
Inmate Telephone Contract Rates
Call Type
Collect
Call Type
PrePaid'
Call Type
Surcharge
Per
Min
15 Min
$1.65
None
$1.65
Net Call
Cost
Local
Surcharge
Per
Min
15 Min
$1.60
None
$1.60
Net Call
Cost
Local
Surcharge
Debit
Net Call
Cost
Local
Per
Min
$1.52 None
15 Min
IntraLata
Per
Surcharge
Min
$1.45
$0.15
IntraLata
Per
Surcharge
Min
$1.25
$0.14
IntraLata
Per
Surcharge
Min
$1.52 1.1875
Net Call
Cost
15 Min
$3.70
Net Call
Cost
15 Min
$3.35
Net Call
Cost
15 Min
$0.133 $3.1825
Note: Net Call Cost does not include PA Gross Receipt Tax
IntraState
(In state LD)
Per
Surcharge Min
$2.35
$0.26
IntraState
(In state LD)
Per
Surcharge Min
$2.15
$0.20
IntraState
(In state LD)
Per
Surcharge Min
$2.0425
Net Call
Cost
InterState
(Out of state LD)
15 Min
Surcharge
Per Min
$6.25
$3.50
$0.50
Net Call
Cost
InterState
(Out of state LD)
Net Call
Cost
15 Min
$11.00
Net Call
Cost
15 Min
Surcharge
Per Min
$5.15
$2.45
$0.46
$9.35
InterState
(Out of state LD)
Net Call
Cost
Net Call
Cost
15 Min
$0.19 $4.8925
Surcharge
Per Min
$2.3275
$0.4275
15 Min
15 Min
I
$8.74 .
~ ~~~~~X~~~S~R~~ION
INFORMATION TECHNOLOGY
DATE:eecember 7, 2011
SUBJECT:
Renewal of Contract # 4600012527
Contract THle: Payphonellnmate Phones
Term of Renewal:
One (1) Year
Renewal Security Required: Perfonnance Bonds Required by the Contract
must remain in place.
Dear Ms. Ridgeway:
The Commonwealth is exercising its option to renew the above referenced contract. The
contract states: "The tenn of the contract with the selected Contractor shall be for an initial term
of five (5) years. with the CommonweaHh retaining the option to renew the contract for two (2)
one-year periods." By this letter the Commonwealth is notifying you of Its inlenllo exercise Ihe
first one-year renewal. All conlract tenns and conditions shall remain in full force and effect,
excepllhat the contract is being renewed only to the extent that the contract relates to Inmate
Phones. The payphone portion of the contract will expire on December 7th.
The Commonwealth is requesting your acknowledgement of Ihe contract. Please confirm your
acknowledgement by completing the bottom section of this letter and emailing a copy to
pchapman@pa.gov and 10 shilbish@pa.gov close of business December 7. 2011.
The Commonwealth will issue a change notice to reflect the renewed contract period and the
assignment of the contract.
Thank you for your prompt response. If you have any questions, please contact me at (717)
-..:.'~~.2~pchapman@pa.gov.
,
(llM-.~~
. Director
Bureau of IT Procurement
";J;., , .
I acknowledge the renewal of the above referenced contract for the above stated Term of
Renewal, the delelion of the services relaled to payphones from the contract. and that all terms
:: 00",,",
oth,,..,. """" '0 .. to"" ,,"' .....
nt1:~, ~£ ~! :M:tG?
cc:
Cathy Consls
Sieve Hilbish
OffIce of AdmInistration I 506 Finance Building I Harrisburg, PA 17120 I i17,787,2389 I www.olt.state.pa.us
~ ~~~~~¥o~~~~!~ION
INFORMATION TECHNOLOGY
DATE:
December 7, 2011
SUBJECT:
Assignment of Contract # 4600012527
Contract Tltle: Payphonellnmate Phones
Dear Ms. Ridgeway:
Please note that the Office of Administration has assigned this contract to the Department of
Corrections. Future correspondence related to this contract should be addressed to Stephen
Hilbish, 2520 Llsbum Road, Camp HUI, PA 17001-4859.
The Commonwealth is requesting your acknowledgement of the aSSignment of the contract.
Please confirm your acknowledgement by completing the bottom section of this letter and
emaillng a copy to pchapman@pa.gov and to shllbish@pa.gov by close of business December
14,2011.
The Commonwealth will issue a change notice to reflect the renewed contract period and the
assignment of the contract
Thank you for your prompt response. If you have any questions, please contact me at (717)
787-2389 or pchapman@pa.gov.
c
Q(~,..-•
Patti Chapman, Director
Bureau of IT Procurement
Signat
~~~~-1l-
cc:
__~___
Stephen Hi/blsh
Cathy Consla
Omceof Admlnlstra~on 1555 Walnut Street, 6" floor
I Harrisburg,
PA 17101 1717.787.5440 I www.olt.state.pa.us
t_pennsylvania
DElWITMENT OF comECTIONS
DATE:
February 16, 2012
SUBJECT:
Renewal 2 of Contract #4600012527
Contract Title:
Payphone/lnmate Phones
Term' of Renewal:
One (1) Year
Renewal Security Required:
Performance bonds required by the
Contract must remain in place.
Dear Ms. Studebaker:
The Commonwealth of Pennsylvania, Department of Corrections is exercising its option
to renew the above referenced contract. The contract states: "The term of the contract
with the selected Contractor shall be for an initial term of fIVe (5) years, with the
Commonwealth retaining the option to renew the contract for two (2) one-year periods.
By this letter the Commonwealth is notifying you of its intent to exercise the second oneyear renewal. All contract terms and conditions shall remain in full force and effect,
except for the following:
•
Term of Renewal: December 8,2012 thru December 7,2013
•
The vendor agrees to provide CalllQ services at no additional charge to eighteen
(18) correctional institutions as determined by the Department of Corrections.
The Commonwealth is requesting your acknowledgement of this renewal. Please
confirm your acknowledgement by completing the bottom section of this letter and
emailing a copy to Beth Procopio at blprocopio@pa.gov and to Steven Hilbish at
shilbish@pa.gov by close of business February 22, 2012.
·r-'
If you have any questions, please contact me at 717-975-4943 or at
blprocopio@pa.gov.
Sincerely,
*i3al~
Beth Procopio
Chief, Division of Administrative Services
PA Department of Corrections
Department of Corrections I P.O. Box 5981 camp Hill, Pennsvlvania 17001·0598 1 717.975.4879 1
www.cor.state.pa.U5
Page 2 Contract 4600012527 Renewal L_,
I acknowledge the renewal of the above referenced contract to the above stated Tenn
of Renewal, the addition of the CalllQ Services at eighteen (18) institutions, and that all
terms and conditions in the contract shall otherwise remain in full force and effect.
Yes
/
No _ _ __
Printed Name:
Signature:
Title:
Date:
cc.
~(f'SjOe.ot- ~\[. . ( -e..~
v ( Z- -z-( Il_
Timothy Ringler, Deputy Secretary for Administration
Harry Jones, Director, Bureau of Administration
Steven Hilbish, Chief, Support Services
Department of Corrections I P.O. Box 598 I Ca"", Hili, Pennsylvanl. 17001-0598 I 717.975.4879 I
www.cor.state.pa.us
CHANGE
Contract No. 4600012527
Page 1 of 1
Contract Original Approval Date: 07/13/2007
Purchasing Agent:
Name: Sibel Claywell
Phone: 717-214-7083
,-----------------------------~
Fax: 717-214-3567
Your SAP Vendor Number With Us: 305007
f - - - - - - - - - - - - - - - - - - - - - - - - - j V a l i d from/to: 06/29/2007 - 12/07/2013
Supplier Name/Address:
GLOBAL TEL LINK CORPORATION
Please Deliver To:
2609 CAMERON ST
MOBILE AL 36607-3104
USA
Supplier Telephone No: 251-479-4500-...
Supplier Fax No.: 251-375-8041
Your Quotation:
Collective No.:
Our Quotation:
Date:
Payment Terms:
NET 30 DAYS
he Commonwealth of Pennsylvania, through the Purchasing Agency, accepts the submission of the Bidder/Contractor for the
warded item(s) at the price(s) set forth below in accordance with: 1) the RFQ submitted by the Bidder/Contractor, if any; 2) the
ocuments attached to this Contract or incorporated by reference, if any, and 3) the contract terms and conditions stored on the
ebsite address at www.dgs.state.pa.us for this type of Contract as of the date of the RFQ, if any, or other solicitation for this
ontract, all of which, as appropriate, are incorporated herein by reference. When the Bidder/Contractor receives an order or a
ritten notice to proceed from the Purchasing Agency, the order or notice constitutes the Bidder/Contractor's authority to furnish
he item(s) to the agency at the time(s) and place(s) specified in the order or notice. RFQ, as used herein, means Request for
uotations, Invitation for Bids, Invitation to Qualify, or Request for Proposals, as appropriate.
Item
Material/Service
Desc
Est Qty
UOM
Net Price
Per Unit
Total
General Requirements for all Items:
Header Text
02/23/2012 - second and final renewal
Renewed through 12/07/2013 by OAS at the request of DOC LJR 02/23/2012
No futher information for this contract.
Estimated Total Value
Not Applicable
Integrated Environment Systems Form Name: ZM_SFRM_STD_MMCO_L, Version 1.0, Created on OS/2712003, Last changed on 03/29/2005.
~ ~~~~~X~~~S~R~~ION
INFORMATION TECHNOLOGY
DATE:eecember 7, 2011
SUBJECT:
Renewal of Contract # 4600012527
Contract THle: Payphonellnmate Phones
Term of Renewal:
One (1) Year
Renewal Security Required: Perfonnance Bonds Required by the Contract
must remain in place.
Dear Ms. Ridgeway:
The Commonwealth is exercising its option to renew the above referenced contract. The
contract states: "The tenn of the contract with the selected Contractor shall be for an initial term
of five (5) years. with the CommonweaHh retaining the option to renew the contract for two (2)
one-year periods." By this letter the Commonwealth is notifying you of Its inlenllo exercise Ihe
first one-year renewal. All conlract tenns and conditions shall remain in full force and effect,
excepllhat the contract is being renewed only to the extent that the contract relates to Inmate
Phones. The payphone portion of the contract will expire on December 7th.
The Commonwealth is requesting your acknowledgement of Ihe contract. Please confirm your
acknowledgement by completing the bottom section of this letter and emailing a copy to
pchapman@pa.gov and 10 shilbish@pa.gov close of business December 7. 2011.
The Commonwealth will issue a change notice to reflect the renewed contract period and the
assignment of the contract.
Thank you for your prompt response. If you have any questions, please contact me at (717)
-..:.'~~.2~pchapman@pa.gov.
,
(llM-.~~
. Director
Bureau of IT Procurement
";J;., , .
I acknowledge the renewal of the above referenced contract for the above stated Term of
Renewal, the delelion of the services relaled to payphones from the contract. and that all terms
:: 00",,",
oth,,..,. """" '0 .. to"" ,,"' .....
nt1:~, ~£ ~! :M:tG?
cc:
Cathy Consls
Sieve Hilbish
OffIce of AdmInistration I 506 Finance Building I Harrisburg, PA 17120 I i17,787,2389 I www.olt.state.pa.us
~ ~~~~~¥o~~~~!~ION
INFORMATION TECHNOLOGY
DATE:
December 7, 2011
SUBJECT:
Assignment of Contract # 4600012527
Contract Tltle: Payphonellnmate Phones
Dear Ms. Ridgeway:
Please note that the Office of Administration has assigned this contract to the Department of
Corrections. Future correspondence related to this contract should be addressed to Stephen
Hilbish, 2520 Llsbum Road, Camp HUI, PA 17001-4859.
The Commonwealth is requesting your acknowledgement of the aSSignment of the contract.
Please confirm your acknowledgement by completing the bottom section of this letter and
emaillng a copy to pchapman@pa.gov and to shllbish@pa.gov by close of business December
14,2011.
The Commonwealth will issue a change notice to reflect the renewed contract period and the
assignment of the contract
Thank you for your prompt response. If you have any questions, please contact me at (717)
787-2389 or pchapman@pa.gov.
c
Q(~,..-•
Patti Chapman, Director
Bureau of IT Procurement
Signat
~~~~-1l-
cc:
__~___
Stephen Hi/blsh
Cathy Consla
Omceof Admlnlstra~on 1555 Walnut Street, 6" floor
I Harrisburg,
PA 17101 1717.787.5440 I www.olt.state.pa.us
t_pennsylvania
DElWITMENT OF comECTIONS
DATE:
February 16, 2012
SUBJECT:
Renewal 2 of Contract #4600012527
Contract Title:
Payphone/lnmate Phones
Term' of Renewal:
One (1) Year
Renewal Security Required:
Performance bonds required by the
Contract must remain in place.
Dear Ms. Studebaker:
The Commonwealth of Pennsylvania, Department of Corrections is exercising its option
to renew the above referenced contract. The contract states: "The term of the contract
with the selected Contractor shall be for an initial term of fIVe (5) years, with the
Commonwealth retaining the option to renew the contract for two (2) one-year periods.
By this letter the Commonwealth is notifying you of its intent to exercise the second oneyear renewal. All contract terms and conditions shall remain in full force and effect,
except for the following:
•
Term of Renewal: December 8,2012 thru December 7,2013
•
The vendor agrees to provide CalllQ services at no additional charge to eighteen
(18) correctional institutions as determined by the Department of Corrections.
The Commonwealth is requesting your acknowledgement of this renewal. Please
confirm your acknowledgement by completing the bottom section of this letter and
emailing a copy to Beth Procopio at blprocopio@pa.gov and to Steven Hilbish at
shilbish@pa.gov by close of business February 22, 2012.
·r-'
If you have any questions, please contact me at 717-975-4943 or at
blprocopio@pa.gov.
Sincerely,
*i3al~
Beth Procopio
Chief, Division of Administrative Services
PA Department of Corrections
Department of Corrections I P.O. Box 5981 camp Hill, Pennsvlvania 17001·0598 1 717.975.4879 1
www.cor.state.pa.U5
Page 2 Contract 4600012527 Renewal L_,
I acknowledge the renewal of the above referenced contract to the above stated Tenn
of Renewal, the addition of the CalllQ Services at eighteen (18) institutions, and that all
terms and conditions in the contract shall otherwise remain in full force and effect.
Yes
/
No _ _ __
Printed Name:
Signature:
Title:
Date:
cc.
~(f'SjOe.ot- ~\[. . ( -e..~
v ( Z- -z-( Il_
Timothy Ringler, Deputy Secretary for Administration
Harry Jones, Director, Bureau of Administration
Steven Hilbish, Chief, Support Services
Department of Corrections I P.O. Box 598 I Ca"", Hili, Pennsylvanl. 17001-0598 I 717.975.4879 I
www.cor.state.pa.us
CHANGE
Contract No. 4600012527
Page 1 of 1
Contract Original Approval Date: 07/13/2007
Purchasing Agent:
Name: Sibel Claywell
Phone: 717-214-7083
,-----------------------------~
Fax: 717-214-3567
Your SAP Vendor Number With Us: 305007
f - - - - - - - - - - - - - - - - - - - - - - - - - j V a l i d from/to: 06/29/2007 - 12/07/2013
Supplier Name/Address:
GLOBAL TEL LINK CORPORATION
Please Deliver To:
2609 CAMERON ST
MOBILE AL 36607-3104
USA
Supplier Telephone No: 251-479-4500-...
Supplier Fax No.: 251-375-8041
Your Quotation:
Collective No.:
Our Quotation:
Date:
Payment Terms:
NET 30 DAYS
he Commonwealth of Pennsylvania, through the Purchasing Agency, accepts the submission of the Bidder/Contractor for the
warded item(s) at the price(s) set forth below in accordance with: 1) the RFQ submitted by the Bidder/Contractor, if any; 2) the
ocuments attached to this Contract or incorporated by reference, if any, and 3) the contract terms and conditions stored on the
ebsite address at www.dgs.state.pa.us for this type of Contract as of the date of the RFQ, if any, or other solicitation for this
ontract, all of which, as appropriate, are incorporated herein by reference. When the Bidder/Contractor receives an order or a
ritten notice to proceed from the Purchasing Agency, the order or notice constitutes the Bidder/Contractor's authority to furnish
he item(s) to the agency at the time(s) and place(s) specified in the order or notice. RFQ, as used herein, means Request for
uotations, Invitation for Bids, Invitation to Qualify, or Request for Proposals, as appropriate.
Item
Material/Service
Desc
Est Qty
UOM
Net Price
Per Unit
Total
General Requirements for all Items:
Header Text
02/23/2012 - second and final renewal
Renewed through 12/07/2013 by OAS at the request of DOC LJR 02/23/2012
No futher information for this contract.
Estimated Total Value
Not Applicable
Integrated Environment Systems Form Name: ZM_SFRM_STD_MMCO_L, Version 1.0, Created on OS/2712003, Last changed on 03/29/2005.
Telecommunications Contract Change Request Form
Change Request
Number and Name:
Date Created:
Description (Brief):
Priority:
Status:
(Please Check).
Category:
(Please Check)
Requestor:
Requestor Email:
Requestor Phone
Number:
Date Change
Requested:
COPA Contact:
COPAEmail:
COPA Phone Number:
Date Submitted:
Target Date:
Service Name:
Product Code:
GTL_CCR_1230201 O_Debit Calling
Related CRI.Contract
Section #:
Rate Reduction
Date Submitted to COPA: 12/30/2010
12/30/2010
I
The purpose of this Change Request is to document the change in Global Tel'Link
Corporation's (GTL) debit callin~ rates for the Department of Corrections (DOC) inmates.
URGENT
- - ORDINARY
- - LOW
I
_X_
X
Approved
Pending
Rejected
Postponed
Completed
Data Ops
Voice Ops
Security
ISS
Support
On Hold
REQUESTOR INFORMATION
Global Tel'Link Corporation
jbeamer@GTL.net
610-621-2249
1/1/2011
COPA CONTACT INFORMATION
Cathy Consla
cconsla@state.pa.us
717.772.8046
SERVICES AFFECTED
PADOC Inmate Telephone
Code: Debit Calling Rate
- New Service
I-X-
Change Existing Service
FOR EACH PRODUCT CODE
Unit Price:
RATE
1ST
SURCHG MINUTE
LOCAL
INTRALATA
INTERLATA
INTERSTATE
1.60
0.14
0.20
0.45
1.25
2.15
2.45
RATE
1ST
SURCHG MINUTE
LOCAL
INTRALATA
INTERLATA
INTERSTATE
Amtof
Increase/Decrease:
1.1875
2.0425
2.3275
1.5200
0.1330
0.1900
0.4275
5% reduction in debit calling rate
1 of 2
OLD RATE
RATE
INIT
ADD'L
OUR
MINUTE
1.0
1.0
1.0
1.0
0.00
0.14
0.20
0.45
NEW RATE
RATE
INIT
ADD'L
OUR
MINUTE
1.0
1.0
1.0
1.0
1.5200
0.1330
0.1900
0.4275
RATE
PERIOD MILES
ADD'L
OUR
1.0
1.0
1.0
1.0
ADD'L
OUR
ALL
ALL
ALL
ALL
ALL
ALL
ALL
ALL
RATE
PERIOD MILES
1.0
1.0
1.0
1.0
ALL
ALL
ALL
ALL
ALL
ALL
ALL
ALL
Telecommunications Contract Change Request Form
Increase *(Reference Cost
Impact Study)
-
_X_ Decrease *(Reference Cost
Impact Study)
Cost Impact - (None,
brief description or
attached doc):
Technology:
(check al\ that apply):
SAP Account
Information, if
applicable:
Performance Impact:
Business
Justification:
-
_
New Catalog
Entry - Add new codes
to Product Cat.
Revised
No Unit Price
Change
COST IMPACT
The reduction will decrease the charges incurred for debit calling by the DOC inmates.
--
New
1-
Revised
--
1_X_
Hardware
Software
SAP Cost Center:
SAP Fund:
The DOC is changing the restrictions on inmate calling to allow the inmates more freedom in
placing calls. Therefore, GTL is reducing the debit rates to accommodate potential increase in
the inmate phone usage.
(*) NOTE: All statements that affect billing must be immediately_forwarded to the Comptroller upon acceQIance
GIOW~
Jeffrey Haidinger, President
1
Commonwealth Telecommunications Services
Date
l
Services
I ...._Z'_
1 -t_L1_ _ _ __
Date _ _ _
2-2-1/
Timothy Rin
Acting Deputy Secretary for Administration
JIIII!
20f2
Inmate Telephone Contract Rates
Call Type
Collect
Call Type
PrePaid'
Call Type
Surcharge
Per
Min
15 Min
$1.65
None
$1.65
Net Call
Cost
Local
Surcharge
Per
Min
15 Min
$1.60
None
$1.60
Net Call
Cost
Local
Surcharge
Debit
Net Call
Cost
Local
Per
Min
$1.52 None
15 Min
IntraLata
Per
Surcharge
Min
$1.45
$0.15
IntraLata
Per
Surcharge
Min
$1.25
$0.14
IntraLata
Per
Surcharge
Min
$1.52 1.1875
Net Call
Cost
15 Min
$3.70
Net Call
Cost
15 Min
$3.35
Net Call
Cost
15 Min
$0.133 $3.1825
Note: Net Call Cost does not include PA Gross Receipt Tax
IntraState
(In state LD)
Per
Surcharge Min
$2.35
$0.26
IntraState
(In state LD)
Per
Surcharge Min
$2.15
$0.20
IntraState
(In state LD)
Per
Surcharge Min
$2.0425
Net Call
Cost
InterState
(Out of state LD)
15 Min
Surcharge
Per Min
$6.25
$3.50
$0.50
Net Call
Cost
InterState
(Out of state LD)
Net Call
Cost
15 Min
$11.00
Net Call
Cost
15 Min
Surcharge
Per Min
$5.15
$2.45
$0.46
$9.35
InterState
(Out of state LD)
Net Call
Cost
Net Call
Cost
15 Min
$0.19 $4.8925
Surcharge
Per Min
$2.3275
$0.4275
15 Min
15 Min
I
$8.74 .
