Prison Phone Justice

Request for Proposal to Provision
Inmate Communications Systems / Service for the

State of Utah
Proposal Response Respectfully Submitted By:

Dale Cherrington, Account Executive
2608 Terah Maria Drive ● Taylorsville, UT 84118

February 27, 2008
The information contained in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of Utah (UDC) who have a need to know. This proprietary information should not be disclosed outside of UDC
or FSH Communications, LLC without the prior written consent of FSH Communications, LLC.

State of Utah Request for Proposals

Inmate Communication Systems / Services

TABLE OF CONTENTS
Table of Contents ........................................................................................................ Page 2
Cover Letter ................................................................................................................ Page 3
Executive Summary .................................................................................................... Page 4
Section 1. Project Intent .............................................................................................. Page 7
Section 2. General Requirements.................................................................................. Page 14
Section 3. Project Background...................................................................................... Page 29
Section 4. Specifications
•

Technical and Security ....................................................................................... Page 33

•

Installation Requirements .................................................................................. Page 86

•

Inmate Communication Enhancements ........................................................... Page 93

•

Maintenance........................................................................................................ Page 101

•

Service and Reliability......................................................................................... Page 111

•

Costs and Commission Structure ....................................................................... Page 121

Section 5. Proposal Evaluation ..................................................................................... Page 136
Section 6. Required Contract Provisions....................................................................... Page 138
Attachments
Attachment I
Attachment II
Attachment III
Attachment IV
Attachment V
Attachment VI
Attachment VII

Inmate/Pay Phone Summary
Inmate/Payphone Minutes, Messages, Revenue & Commissions
Draper Grade of Service
Gunnison Grade of Service
Utah Lata Map
Call Cost and Commission Calculation
Evaluation Scoring “Possible Points”
Exhibits
Corporate Overviews / Experience
Standard System Reports
Implementation Plan
Operating Plan
Standard FSH Contract
Equipment Brochures

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February 27, 2008
Ms. Debbie Gundersen
Purchasing Officer
State of Utah Purchasing Department
State Office Building, Room 3150
Salt Lake City, Utah 84114
Ms. Gundersen,
FSH Communications is pleased to provide the State of Utah and Utah Department of Corrections with this
response for the provisioning of Inmate Communications Systems / Service RFP DG8013(2008). FSH Communications
(which purchased the pay telephone and inmate telephone assets of Qwest Communications in 2004) continues a tradition
of providing outstanding service to our public pay phone and inmate phone customers, including the State of Utah and
Utah Department of Corrections (UDC), where we have provided uninterrupted service, as Qwest Communications and
now as FSH since 1979. As the current provider of the inmate telephone system at UDC and many Counties, FSH
Communications is keenly aware of the variety of requirements necessary to insure the safety and security of UDC
employees, inmates, and citizens of the State of Utah.
In order to provide the most comprehensive combination of inmate products and services available, FSH
Communications has enlisted the support of our technology partner, Value-Added Communications (VAC), in responding
to this request for proposals. VAC is recognized around the country as a leader in inmate telecommunications technology
and innovation, and jointly our companies are offering a solution that not only meets, and often exceeds, the UDC
requirements listed in the RFP but is already installed and in place at UDC and County facilities! The VAC platform
consists of the latest technology, is scalable to UDC’s future needs, and is quite intuitive for the user regardless of their
computer skill level. FSH commits to insuring UDC’s complete satisfaction in all aspects of our offered services!
Should any member of the evaluation committee have questions regarding the products and services listed in this
proposal, please don’t hesitate to contact FSH Account Executive Dale Cherrington at 801-969-6399, Fax (801)-963-2308
or FSH Sales Director Dana Alixander (206) 431-4820 Fax (206) 244-6340or via email at
dale.cherrington@fshcommunications.com, dana.alixander@fshcommunications.com
On behalf of FSH Communications and our technology partner, Value-Added Communications, thank you for the
opportunity to submit this proposal. We look forward to working closely with you to provide UDC with the finest public
pay phones and inmate communications systems and services available today.
Sincerely,

Steven Loggans
Vice President – General Manager
FSH Communications
Letter of Transmittal

February 27, 2008

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Executive Summary
FSH Communications (formerly the Public and Corrections Telephone business unit of Qwest Communications) is pleased to
respond to the State of Utah’s request for proposal for the provisioning of premise-based inmate communications systems and
service (inmate system) for the Utah Department of Corrections (UDC) at Utah State Prison (USP), Central Utah Correctional
Facility (CUCF); as well as provisioning public pay phones at various Community Correctional Centers (CCC) located
throughout the State of Utah.
FSH Communications presently provides the inmate communications systems and service to the facilities listed above as well
as many other Counties within the State. We have the distinction of listing Utah Department of Corrections as one of our
Premier Accounts, an account that we proudly note when asked by others for references. FSH Communications is the only
company responding to this bid whose primary business involves not only inmate communications systems but also public
telephones as used at the State’s CCC.
FSH Communications has provided inmate telephone service to the UDC facilities for several years. We have been known by
many names, Mountain Bell, U S WEST, Qwest Communications and now as FSH Communications. Although we have been
known under different names our dedication to providing premier inmate phone systems that meets UDC’s unique functional
and security requirements has not changed.
Although the name of our company has changed over the years the FSH employees that provide account management, service,
installation and business office services have not changed. The current Salt Lake City-based Account Executive, Operations
Director, Service Forman, and Repair Technicians; along with the Portland-based Business Office Manager have all been
involved with the UDC account since the days we were known as “Mountain Bell”. No other company responding to the State
of Utah’s RFP has the proven, consistent and experienced local resources available as does FSH Communications. Clearly
FSH retains dedicated staff who are excited to serve UDC every day!
As the name of our company has evolved, the premised based inmate phone equipment provided by FSH Communications has
evolved as well. We installed an upgraded inmate phone system in 2006 at both UDC facilities. The previous RFP required
that; “the successful offeror to offer to UDC new (proven) technology that could enhance inmate –line systems / services. . .”
FSH has demonstrated their ability and willingness to meet this requirement with the September 2006 complete change-out to
a new inmate phone system platform!
The current installed FSH Communications’ inmate phone system is presently configured to meet and exceed all of the
requirements requested by the State of Utah’s RFP and with the selection of FSH Communications the State will continue to
enjoy:
¾ An inmate phone system, including heavy-duty inmate telephones, completely tested and in place;
¾ Trained UDC staff familiar with an inmate system designed for improved access for live monitoring and investigative
tools;
¾ Collaborative relationship with a provider who listens and responds to staff suggestions and needs in a timely manner,
and without cost or reduction in any service parameter;
¾ Inmate telephones already in place with no need of replacement or disruption of the daily prison activities;
¾ Fully trained system administrators that are employees of FSH Communications and familiar with UDC security
requirements and investigative requirements;
¾ Inmate call records and recordings for the past 12 months including established inmate call lists, voice print recordings,
blocked call lists and established privileged attorney call lists;

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¾ A Salt Lake City-based account management team that has been in place for over 20 years!
The current inmate phone system not only meets the state’s current requirements but is also adaptable for the state’s future
growth and needs. The current inmate phone system has received several software upgrades and unique to the State customerdriven changes during the past eight months all without cost to UDC or the State of Utah. With further UDC facility growth
underway, FSH is currently prepared and ready to implement expansion of its systems and phones to ensure operational
excellence from Day One!
The following list details just some of the technology upgrades provided to the Utah Department of Corrections with the
installation of the current FSH Communication provided system in September of 2006. Several of these upgrades are specific
to UDC for which no-cost engineering and software development was provided.
¾ Automated interface with UDC’s “O Track” system.
As inmates are added or released from UDC’s O-Track system the inmate phone system is upgraded on an hourly basis.
This feature insures that new inmates are added to the phone system quicker and inmate pin numbers are deactivated as
soon as they are released transferred to another facility or are temporarily away from their housing unit. All call records
and recordings remain easily accessible to UDC’s investigators.
¾ Inmate’s telephone call records and PIN’s tied to Living unit
The new inmate phone system now in place only allows an inmate to place collect calls from their assigned living unit.
Once an inmate is transferred to a different living unit his PIN is deactivated from any collect calls except for his assigned
living area. This feature, along with voice print technology, prevents an inmate from placing collect calls using another
inmate’s pin number.
¾ Improved monitoring of collect calls
The inmate phone system now allows UDC personnel with approved access to monitor live phone calls from any of the
computers attached to the UDC internal computer system. Monitoring personnel can now monitor non-privileged calls
with access to the name of the inmate placing the call, the dialed number, and the inmate’s housing location and phone
location. UDC personnel also have the ability to attach notes to calls for the use of follow up by UDC investigators.
A further upgrade is the ability of UDC investigators to monitor live calls at CUCF or UDC all without impacting the
State’s internal computer network. All monitoring of live calls is tracked by the username of the person monitoring the
call. FSH maintains a positive collaborative working relationship with the State’s information technology group which
insures full and complete security of the system and its access.
¾ Onsite System Administration and Repair
FSH Communications provides two full time site administrators that are full time employees of FSH Communications
and available for repair of inmate phones, administration of the inmate phone system, and assists with phone calls from
the public. Previously the on site system administrators were employed by the equipment provider and were limited to
operating the inmate phone system. FSH Communications can now respond to repair problems without the delay
involved with dispatching a repair technician.
¾ Integrated inmate phone system
The inmate phone system in place at USP and CUCF is completely integrated. As inmates are transferred from one
facility to the other, inmates call records are transferred via the “O-Track system” allowing for an inmate’s call records
and call history to be transferred from the CUCF facility to USP along with any notes from ongoing investigations from
one investigator available to investigators at the other facility. Live monitoring is also available between facilities.

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A recent upgrade allows the site administrators at UDC the ability to access calls at the Salt Lake County Metro Jail. This
feature is also available for the UDC investigators upon request. Access and integration between jurisdictions support
timely investigations and has often resulted in criminal activity being stopped before it occurs, as well as the
apprehension and subsequent indictment of others who were involved in criminal enterprises which went undetected
previously.
¾ Proven Account Management and Technology
As stated previously, FSH Communications highly values our long relationship with the State of Utah and Utah
Department of Corrections. In fact, we are proud to list the State and UDC jointly as part of our premier references.
We also include as premier references the other County Sheriff’s departments that have chosen to participate as part of
the statewide bid. Currently Salt Lake County Sheriff’s Department, Utah County Sheriffs Department, and Box Elder
County Sheriff’s Department participate in the State’s statewide contract. Please call upon these references to verify the
account management and service available from FSH Communications.
FSH Communications also provides inmate phone service to Washington County, Summit County, Beaver County, and Iron
County Sheriff’s offices, under separate contracts. We invite the State of Utah and UDC to contact any of the above listed
accounts.
FSH is also pleased to provide our Confidential Financial Data containing the required financial information. The data has
been marked confidential and has been provided by FSH’s Chief Financial Officer under a separate sealed document.
Due to the highly confidential nature of this information, FSH respectfully requests that it is not disseminated widely
within UDC, but only to those on the review panel. Any request for this information, outside UDC’s staff, should be
directed to FSH.

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Be aware of a time sensitive requirement; specifically, please refer to paragraph “1.3 Schedule of
Events” and paragraph “2.8 Site Walk-Throughs”. You must register for the site walk-throughs no-laterthan 1-18-2008 by 2:00 PM.
Be aware that site walk-throughs at the Main Prison - Draper and at the Central Utah Correctional Facility
(CUCF) - Gunnison are not mandatory. However, prospective offerors are encouraged to attend because
several physical space issues exist which may pose challenges that are best understood when seen
firsthand. Be aware, if the only prospective inmate service offeror(s) who register for the site walkthroughs are those who attended the site walk-throughs held April 3, 2007 as part of the last RFP
(DG7519), then site walk-throughs will not be held as part of this RFP. Site walk-throughs will be held
only if prospective offerors who did not attend the April 3, 2007 walk-throughs register no later than 118-2008 by 2:00 PM. This is not to say that offeror(s) who attended the April 3, 2007 cannot attend the
next round of walk-throughs, if they take place; they can attend if they choose to do so.
To facilitate out-of-state prospective offerors having to make travel arrangements (or not), the State
(UDC) will confirm whether or not site walk-throughs will be held through RFP Depot no-later-than 1-222008 (Site Walk-Through Confirmation).
Section 1. Project Intent
1.1

Summary Statement
The State of Utah is soliciting proposals for the provisioning of premise-based inmate
communication systems/service for the Utah Department of Corrections (UDC) at: Utah State
Prison - Draper, Central Utah Correctional Facility (CUCF) - Gunnison and various Community
Correctional Centers (CCCs), e.g., Bonneville, Fremont, Northern Utah and Orange Street. The
contractor must provide inmate communications (telephone) service at all UDC facilities
regardless of size and/or revenue opportunity. Service requirements at UDC facilities other than
Draper and Gunnison are less sophisticated, such requirements are delineated in para 3.1.
Note: “Inmate communication systems/service” will hereafter, in most cases, be referred to simply
as “inmate system”.
The State of Utah must be paid commission on all: local calls, intra-lata long distance calls, intrastate long distance calls, inter-state long distance calls and/or international long distance calls that
originate from any/all offeror provided inmate telephones and/or pay telephones that are located at
any/all UDC site(s). The boundary of Utah’s largest Lata mirrors the state boundary with the
exception of the extreme southeast corner of the state which is its own Lata. Utah is, in fact, a two
Lata state. However, most of the state is located within the larger of the two Latas; refer to:
“Attachment V - Utah Lata Map”.
UDC is interested in acquiring an "intelligent", database inmate system that can meet Corrections’
unique functional and security requirements.

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The successful offeror will be awarded a “statewide” contract. As such, the contractor must agree
to provide their inmate system to all political subdivisions located within Utah, e.g., cities, counties
and private correctional facilities contracting to government agencies under the same terms and
conditions as outlined in this RFP. Political subdivisions must be extended the same
service/support levels (see Note 1), not to exceed call costs (defined by the State of Utah in
this RFP) and contract terms that are extended to the State of Utah (UDC). Note 1: with the
exception that county jails historically have not required contractor provided site administrators
as are required at the Utah State Prison - Draper and at the Central Utah Correctional Facility
(CUCF) - Gunnison because, unlike UDC, county jails do not typically allow for inmate calling
lists, the establishment and maintenance of which is extremely labor-intensive. Offerors may
offer different commission rates for each of the following: large correctional facilities (≥ 500
inmates) served by premise-based communication systems; small correctional facilities (< 500
inmates) served by premise-based communication systems, and small correctional facilities (<
150 inmates) served by payphones, e.g., State of Utah - Community Correctional Centers,
Adult Probation & Parole offices, the Fred House Training Academy and the Salt Lake
Transition Facility; refer to “Attachment IX - Commission Rate Offer”.
Most, if not all, of Utah's 25 county jails (see below list) are served by premise-based inmate
communication systems. No county jail, not even the very smallest, is served by payphones.
Counties with Jails (includes number of inmates):
1)
2)
3)
4)
5)
6)
7)
8)
9)
10)
11)
12)
13)

Salt Lake - 2,000
Weber - 1,210
Davis - 776
Utah - *566
Washington - 460
Beaver - 400
Cache - 360
Duchesne - 220
Iron - 186
Sevier - 184
Box Elder - 164
Millard - 115
Tooele – 112

14)
15)
16)
17)
18)
19)
20)
21)
22)
23)
24)
25)

Daggett - 110
Garfield - 110
Uintah - 104
San Juan - 103
Summit - 103
Emery - 96
Wasatch - 90
Carbon - 85
Juab - 64
Grand - 50
Sanpete - 44
Kane - 22

* The inmate population of the Utah County Sheriff’s Office is scheduled to (approximately)
double in March 2008.
Counties without Jails:
1)
2)
3)
4)

Morgan
Piute
Rich
Wayne

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No requirement exists for political subdivisions that choose to use the contract that results from
this RFP, e.g., county jails, to house UDC inmates.
Be aware, political subdivisions are eligible, but are not required, to acquire an inmate
system/service under the State’s contract. The State has no “future” knowledge of political
subdivisions’ interest in utilizing the State’s inmate communications contract. The State cannot
guarantee, nor can it estimate political subdivisions’ use of the contract that results from this RFP.
Political subdivisions, should they choose to use the State’s contract must deal directly with the
successful contractor. As of January 2007, the political subdivisions that are using the State’s
existing inmate communications contract AR1445 follow:
°
°
°
°

Box Elder County Sheriffs’ Office
Duchesne County Sheriffs’ Office
Salt Lake County Sheriffs’ Office
Utah County Sheriffs’ Office

FSH Response:
Accept and Comply.
FSH has thoroughly reviewed the State of Utah’s (UDC) Inmate Communication Systems / Services
Summary Statement and intends to satisfy and exceed UDC’s requirements as set forth in the RFP. FSH
has read and understands the project description and will comply with the scope of work requirements and
the overall objectives of the proposal.

1.2

Issuing Office and Project Manager
This RFP is issued by the State of Utah, Department of Administrative Services (DAS) - Division
of Purchasing for the Department of Corrections. The award of this RFP will result in a State
Cooperative Contract allowing cities, counties, towns and school districts to purchase from the
contract under the same terms.
Division of Purchasing
Address:
Purchasing Officer:
Telephone:
Fax:
E-mail:

State Office Building, Room 3150
Salt Lake City, Utah 84114
Debbie Gundersen
(801) 538-3150
(801) 538-3882
DGUNDERSEN@utah.gov

Department of Corrections
Address:

February 27, 2008

14717 Minuteman Drive
Draper, Utah 84020

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Project Manager:
Telephone:
Fax:
E-mail:

Inmate Communication Systems / Services

David Worthington
(801) 545-5806
(801) 545-5564
dworthin@utah.gov

The Purchasing Officer and the Project Manager are the sole points of contact for purposes of this
RFP.
FSH Response:
Accept and Comply.
FSH understands that the Purchasing Officer and Project Manager are the sole points of contact for the
purposes of this RFP.

1.3

Schedule of Events
Site Walk-Through Registration ............................................... 2:00 PM; 1-18-2008
Site Walk-Through Confirmation............................................................... 1-22-2008
If held - Site Walk-Through @ CUCF, Gunnison .................... 9:00 AM; 1-30-2008 If held - Site
Walk-Through @ Draper Prison............................................... 2:00 PM; 1-30-2008
Deadline for receipt of questions.............................................. 10:00 AM; 2-8-2008
Response to questions issued as an addendum ................... 5:00 PM; 2-15-2008
Proposals Due.......................................................................... 3:00 PM; 2-27-2008
Oral Presentations (at the request of UDC)....................................................... TBD
Notes:
1) To facilitate out-of-state prospective offerors having to make travel arrangements (or not), the
State (UDC) will confirm whether or not site walk-throughs will be held through RFP Depot nolater-than 1-22-2008 (Site Walk-Through Confirmation).
2) If held, the Gunnison site walk-through will begin promptly at 9:00 AM. Be aware, Gunnison is
located 140 miles south of Salt Lake City - allow sufficient travel time.
FSH Response:
Accept and Comply.
FSH understands the Schedule of Events for the purposes of this RFP. FSH registered and attended the site
walk-throughs conducted at CUCF and USP (Draper Prison).

1.4

Submission of Proposals
The Division of Purchasing must receive proposals no later than 3:00 PM on the date and time
specified in para 1.3 (no exceptions). An original and five (5) copies of each proposal (both paper
and diskette) must be submitted. Proposals may be modified or withdrawn at any time prior to the
deadline for submission.

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FSH Response:
Accept and Comply.
FSH understands the Submission of Proposals instructions for the purposes of this RFP.

1.5

Contract Period
The contract will begin upon the approval of the appropriate State authority with an initial threeyear term, renewable for a subsequent two-year term followed by a final one-year term (six
potential total years; 3+2+1 = 6). Renewals will be based upon performance reviews carried out
by UDC to verify that the contractor is fulfilling the contract terms and that UDC’ needs are being
met.
Renewal terms will be subject to mutual agreement with specific exceptions, e.g., not to
exceed call rates (costs) cannot be increased throughout the (potential) six-year contract term
unless the State chooses to do so.
The contractor will be required to successfully demonstrate acceptable compliance to the RFP
stipulations over a probationary period of twelve months. If documented problems cannot be
resolved by the end of this twelve month period, then UDC reserves the right to cancel the inmate
communications contract and to subsequently re-solicit for new proposals. Under no circumstance
would the incumbent contractor whose contract was canceled be allowed to subsequently submit
(resubmit) a proposal.
FSH Response:
Accept and Comply.
FSH understands the Contract Period of this RFP.

1.6

Commission Revenue Guarantee
The contractor’s proposed commission revenue percentage cannot be reduced during the term
of the contract unless mutually agreed upon by the contractor and an authorized State
representative. If industry commission revenue percentages trend upward during the term of
the contract, then the contractor must agree to pass on such increase(s) to the State. If during
the term of the contract, UDC requests the implementation of enhancements, technologies,
etc. that are associated with the inmate system, e.g., voice recognition, video imaging,
commissary systems, video visitation, video arraignment, e-mail correspondence, Data Mining
Intelligence Software (this software could be acquired by UDC and overlaid on the inmate
communication systems/service or it could be provided by the successful contractor – “to-bedetermined”), etc., then the State will negotiate with the contractor: 1) a mutually agreeable,
commission revenue percentage rate reduction for a specified period of time or 2) a contract
term (extension) guarantee if any such term(s) remain (assuming that the State is pleased with
the service being provided) in an effort to off-set the cost incurred by the contractor to acquire
and implement the requested enhancement(s) and/or technologies; formal contract

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amendment(s) must reflect such negotiations.
With regard to the State’s current inmate system contract AR1445, contract addendums have
been processed over the contract term that resulted in commission rate reductions as a result
of the implementation of voice print technology and inmate system replacements at the Draper
and Gunnison sites. Over the term of AR1445, FSH’s commission rate has been reduced from
48% to 44% as a result of two (2) 2% rate reductions.
The State will negotiate an equitable adjustment to the commission rate and/or other contract
terms if, due to future laws, regulations, other governmental mandates, or additional
correctional/security needs, the contractor’s cost of providing the inmate system is materially
increased and/or the rates that the contractor may charge to called parties are materially
decreased. The contractor must substantiate their claim for relief.
FSH Response:
Accept and Comply.
FSH understands the Commission Revenue Guarantee for the purposes of this RFP.

1.7

Questions
All questions must be submitted through RFP Depot. Answers will be given via the RFP Depot
site. Questions received after 2-8-2008 at 10:00 AM may not be answered. Verbal questions
and answers given by any DAS and/or UDC employee will have no standing.
FSH Response:
Accept and Comply.

1.8

Protected Information
The Government Records Access and Management Act (GRAMA), Utah Code Ann.,
Subsection 63-2-304, provides in part that:
The following records are protected if properly classified by a government entity:
(1) trade secrets as defined in Section 13-24-2 if the person submitting the trade
secret has provided the governmental entity with the information specified in
Section 63-2-308 (Business Confidentiality Claims);
(2) commercial information or non-individual financial information obtained from a
person if:
(a) disclosure of the information could reasonably be expected to result in
unfair competitive injury to the person submitting the information or
would impair the ability of the governmental entity to obtain necessary
information in the future;
(b) the person submitting the information has a greater interest in
prohibiting access than the public in obtaining access; and
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(c) the person submitting the information has provided the governmental
entity with the information specified in Section 63-2-308;
*****
(6) records the disclosure of which would impair governmental procurement
proceedings or give an unfair advantage to any person proposing to enter into
a contract or agreement with a governmental entity, except that this
Subsection (6) does not restrict the right of a person to see bids submitted to
or by a governmental entity after bidding has closed; ....
GRAMA provides that trade secrets, commercial information or non-individual financial
information may be protected by submitting a Claim of Business Confidentiality.
To protect information under a Claim of Business Confidentiality, the offeror must:
1. provide a written Claim of Business Confidentiality at the time the information (proposal) is
provided to the State, and
2. include a concise statement of reasons supporting the claim of business confidentiality
(Subsection 63-2-308(1)).
3. submit an electronic “redacted” (excluding protected information) copy of your proposal
response. Copy must clearly be marked “Redacted Version.”

A Claim of Business Confidentiality may be appropriate for information such as client lists and
non-public financial statements. Pricing and service elements may not be protected. An entire
proposal may not be protected under a Claim of Business Confidentiality. The claim of
business confidentiality must be submitted with your proposal on the form which may be
accessed at: http://www.purchasing.utah.gov/main/Contractinfo/ConfidentialityClaimForm.doc
To ensure the information is protected, the Division of Purchasing asks the offeror to clearly
identify in the Executive Summary and in the body of the proposal any specific information for
which an offeror claims business confidentiality protection as "PROTECTED".
All materials submitted become the property of the State of Utah. Materials may be
evaluated by anyone designated by the State as part of the proposal evaluation committee.
Materials submitted may be returned only at the State's option.
FSH Response:
Accept and Comply.
FSH understands the Protected Information for the purposes of this RFP.

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Section 2. General Requirements
2.1

RFP Available via E-mail
You most likely received e-mail notification of this RFP from State Purchasing directing you to
RFP Depot. As stated in para 2.3, RFP addenda will be handled in like fashion. Para 2.2 C.
states, “For ease in evaluation, offerors must restate the verbiage associated with each item
(paragraph, sub-paragraph, etc.), then immediately follow it with your response.” To facilitate your
compliance with this requirement, you will need the RFP in Word. The Project Manager will
provide to you the RFP in Word, including all attachments, some of which are Excel
spreadsheets. Submit (e-mail) your request for an electronic copy of the RFP to
dworthin@utah.gov. If a conflict exists between the RFP as posted on RFP Depot and the RFP
received via e-mail, then RFP Depot prevails.
FSH Response:
Accept and Comply.
FSH Communications has received a Word version of the RFP and responses to the RFP will follow the
requirements stated above.

2.2

Organization of Proposals
Proposals should be concise and straightforward. Unless offeror’s proposal(s) expressly state
otherwise, offerors agree to comply with every section, subsection, attachment and addendum of
this RFP. Each proposal must consist of:
A. Letter of Transmittal
This will include the names, titles, office addresses and telephone numbers of persons
authorized to conduct negotiations regarding this RFP and must be signed by an authorized
representative of the offeror. Include your fax number and e-mail address in your proposal so
that the State can contact the person primarily responsible for your response in a timely
manner.
B. Executive Summary
A one or two page Executive Summary should briefly describe the offeror's proposal. This
summary should highlight the major features of the proposal. It must indicate any
requirements that cannot be met by the offeror. The reader (evaluator) should be able to
determine the essence of the proposal by reading the Executive Summary. Proprietary
information requests should be identified in this section.
C. Responses to specifications and requirements
Offerors must respond to each and every item. Proposals lacking responses may be
rejected. For ease in evaluation, your response must immediately follow each
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item/specification (paragraph, sub-paragraph, etc.). Your use of bolded print or other than
black print for your responses, to distinguish them from the actual item/specification, would
be appreciated. Some items/specifications ask you to “describe” something. Be aware, if
items/specifications do not specifically ask for a description and yet it is implied and/or it would
be necessary for an evaluator to fully understand your response, then provide a description. In
this circumstance, it will not suffice to simply state, for example: “Accept and comply.” If an
evaluator is left wanting for information to fully understand your response, then your response
will be scored accordingly. Adequately detailed, yet succinct, (evaluator-friendly) responses
are preferred. Responses that direct evaluators to “refer to” and/or to interpret
documentation, e.g., from technical materials, pamphlets, brochures, etc. are unacceptable.
You must respond to each item by using one of the below listed responses.
Accept and comply - This response should be followed with a brief and concise
explanation that sufficiently details your ability to meet the specified requirement(s)
unless the specification/requirement is clearly (unequivocally) a “yes/no”, “can do/can’t
do”, “will do/won’t do” type of specification in which case “Accept and comply”, without
an accompanying explanation, would suffice.
Accept and comply with exception - You must clearly state the difference between the
specification and your ability to meet the requirement(s) of the specification.
Cannot comply - This response should be followed with sufficient detail that explains
why the specification cannot be met.
D. Additional information and attachments, if any
FSH Response:
Accept and Comply.
FSH understands and will comply with the “Organization of Proposals” requirement to include the Letter of
Transmittal, Executive Summary, Responses and any additional information for the purposes of this RFP.

2.3

Revisions to RFP
The State reserves the right to amend this RFP at any time prior to the proposal due date. The
Division of Purchasing will post, through RFP Depot, addenda that contain revisions to this RFP.
FSH Response:
Accept and Comply.
FSH understands UDC reserves the right to amend this RFP at any time prior to the proposal due date.

2.4

Rejection of Proposals
The State reserves the right to reject any or all proposals.

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FSH Response:
Accept and Comply.
FSH understands UDC reserves the right to reject any or all proposals.

2.5

Acceptance of Proposals
The State reserves the right to waive any informality or technicality in any proposal received or
negotiated with offerors, if it is in the State's best interest to do so.
FSH Response:
Accept and Comply.
FSH understands UDC reserves the right to waive any informality or technicality if it’s in their best interest
to do so.

2.6

Proposals Property of the State
All materials submitted in response to this RFP will become the property of the State. Information
considered by the offeror to be proprietary should be identified as such with appropriate
justification given. Otherwise the State reserves the right to use any ideas presented in any
proposal. Under no circumstance will pricing be considered proprietary.
FSH Response:
Accept and Comply.
FSH understands UDC reserves the right to amend this RFP at any time prior to the proposal due date.

2.7

Oral Presentations
Offerors may be required to make an oral presentation of their proposal at the request of UDC.
FSH Response:
Accept and Comply.
FSH understands that UDC may require FSH to make an oral presentation of the proposed Focus 100
system.

2.8

Site Walk-Throughs
Site walk-throughs at the Main Prison - Draper and at the Central Utah Correctional Facility
(CUCF) - Gunnison are not mandatory. However, prospective offerors are encouraged to attend
because several physical space issues exist which may pose challenges that are best understood
when seen firsthand. Be aware, if the only prospective inmate service offeror(s) who register for
the site walk-throughs are those who attended the site walk-throughs held April 3, 2007 as part of
the last RFP (DG7519), then site walk-throughs will not be held as part of this RFP. Site walkthroughs will be held only if prospective offerors who did not attend the April 3, 2007 walkFebruary 27, 2008

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throughs register no later than 1-18-2008 by 2:00 PM. This is not to say that offeror(s) who
attended the April 3, 2007 cannot attend the next round of walk-throughs, if they take place; they
can attend if they choose to do so.
A security check and written clearance is required for access. Therefore, offeror walk-through
participants must register no later than 1-18-2008 by 2:00 PM by e-mailing to David
Worthington (dworthin@utah.gov) the following information:
Full Name
Vendor Name
Date of Birth (Month/Day/Year)
Social Security Number
Driver License # (include state of issuance)
If site walk-throughs are held, then meet on Wednesday 1-30-2008 at 9:00 AM at the Central Utah
Correctional Facility (CUCF), 255 East 300 North, Gunnison, Utah. Gunnison is located 140 miles
south of Salt Lake City (allow sufficient travel time - do not be late). After touring CUCF, offeror
walk-through participants and State personnel will reconvene at the Utah State Prison, 14425
South Bitterbrush Lane, Draper, Utah to tour that site. Bring a picture ID.
Be aware, paragraph 4.2.3 requires that you: 1) describe any/all inmate system hardware
space requirements and 2) provide an equipment configuration (layout) recommendation.
FSH Response:
Accept and Comply.
FSH understands and has complied with the Site Walk-Through requirement by attending the Central Utah
Correctional Facility and Main Prison - Draper walkthrough on January 30, 2008.

2.9

Multiple Proposals
Offerors may submit multiple proposals. Additional proposals must be bound separately and must
follow the same format as the primary proposal, but containing only information that differs from
that contained in the primary proposal. Like the primary proposal, an original and five (5) copies of
additional proposal(s) are required.
FSH Response:
Accept and Comply.
FSH understands the Multiple Proposal requirements and is submitting a single proposal.

2.10

News Releases
Offerors must be given written permission by UDC before they proceed with news releases
pertaining to this RFP or subsequent contract.

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FSH Response:
Accept and Comply.
FSH understands the News Release requirement.

2.11

Subcontractors
Offerors proposing to use subcontractor(s) must explicitly state such in their proposal, including for
each subcontractor, the subcontractor's name, address and the purpose of the subcontractor. The
State (UDC and DAS) will deal exclusively with the successful contractor. UDC reserves the right
to reject any/all subcontractor(s) if to do so is deemed to be in the State’s best interest. The
State considers equipment manufacturer(s) as subcontractor(s). Therefore, offerors must
identify in their RFP response, as part of their subcontractor information, the following: the
manufacturer of their proposed inmate communication systems/service; model, version, etc.
information for all inmate communication system(s)/service being proposed. Offerors may
propose the use of different inmate communication systems/service manufactures/models for
large verses for small correctional facilities and/or for State of Utah correctional facilities
(Draper Prison and CUCF - Gunnison) verses political subdivision correctional facilities (cities,
counties and/or private correctional facilities contracting to government agencies) if the
manufacture(s)/model(s) proposed for political subdivision correctional facilities provide the same
level of functionality/features inherent in the manufacture(s)/model(s) proposed for the Draper
Prison and the CUCF - Gunnison.
FSH Response:
Accept and Comply.

FSH Communications is responding to this RFP as the Prime Contractor and will be responsible
for all services and contractual obligations.
FSH has selected Value-Added Communications (VAC), premier industry experts, to subcontract their
product and/or services: VAC has personnel, from the Chairman to the Technician, that report to the
corresponding FSH employee who are supporting and providing services to UDC. VAC’s address is 3801 E.
Plano Parkway, Suite 100; Plano, Texas 75074.
FSH chose VAC as their subcontractor to provide the proposed Inmate Telephone System platform, (Focus
100 System) to include the integrated monitoring and recording. VAC provides direct facility support
services via the VAC platform using their own inmate telephone equipment.
VAC’s company overview and key management personnel assigned to the UDC project are noted below.
FSH will be the primary UDC contact, entirely responsible for the subcontractor’s performance. FSH will
ensure appropriate communication between and with UDC and VAC, when necessary.
In cases of repair and/or maintenance we may authorize and/or request via the UDC that an individual
facility work directly with the subcontractor; however in all instances FSH is aware of and monitors such
activity. FSH will conduct periodic reviews and audits of the account performance and specifically the
subcontractor’s performance. The State will be invited to participate and provide feedback in these sessions,
and is certainly encouraged to provide ongoing comment of our collective performance.

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FSH has a strong history working with these industry experts in various capacities and is proud to submit
the winning combination of the FSH and VAC teams!
Value-Added Communications
Jerry D. Gibson, Chairman, CEO, President
Kermit D. Heaton, Executive Vice President Operations
Stephen L. Hodge, Executive Vice President Engineering
Win Purifoy, Vice President Chief Financial Officer
Mark Turner, Vice President Operations
Tad Summerfield, Vice President Sales & Marketing
Larry Krouse, Director of Quality Assurance
FSH will utilize VAC as a subcontractor to provide the Digital Inmate Call Control equipment which
contains robust and secure integrated monitoring and recording functionality. VAC has proven themselves
as a trusted associate with a history of treating customers with respect and responding to their needs with a
sense of urgency. As a valued customer, the State deserves to be treated with respect while enjoying the
benefits of excellent technology, maintenance and support.

CORPORATE OVERVIEW
Value-Added Communications was formed in 1988, initially focusing on innovative automated calling
technology and services within the telecommunications market. The company’s focus was later narrowed to
the Corrections market and the specialized systems and services required to become an industry leader in
this niche.
Successes include the implementation of the first debit and collect hybrid calling system in the United States
for the State of Colorado DOC, and the award of the Federal Bureau of Prisons contract in 1998 and in 200.
Current management acquired the company’s assets in 1999, undertaking an aggressive sales campaign to
become the inmate system provider of choice for the telecommunications industry’s market leaders. To
date, VAC has established strategic relationships with FSH, Qwest, and other large telecommunications
company’s.
VAC will provide the call processing technology along with the required investigative and call control
features specified in the RFP. VAC’s team of seasoned professionals will install and test the system, as well
as provide on site training to appropriate facility personnel. In addition, VAC will provide both remote and
local technical support to FSH as needed throughout the project duration.

BACKGROUND AND EXPERIENCE
The first step in formalizing VAC’s commitment to the inmate communications market was to design the
infrastructure necessary to support the country’s largest correctional system (Federal Bureau of Prisons.)
The VAC Plan has always been to create the support structure sufficient to provide exceptional service to
high-volume clients that is robust enough to facilitate significant growth at any site their system is deployed,
this includes correctional institutions at the Federal, State and Local level. Over the past four years, VAC
has realized significant success in this effort and we have yet to challenge the limits of our potential.
In addition to the 104 Federal Correctional facilities served under contract; VAC also provides systems and
services as a subcontractor to the Colorado Department of Corrections, the California Department of
Corrections, Oregon Department of Corrections, Washington Department of Corrections, and a growing
number of DOC Correctional Facilities across the United States.

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VAC is subcontractor to FSH, providing their inmate call control platform, at an ever-increasing number of
sites. Together, FSH and VAC serve their customers with the same focus which is providing excellent
customer service and superior equipment and technology.
VAC is the sole manufacturer and provider of the inmate call control platform. They will be responsible for
the equipment including spare parts at no cost throughout the life of the contract. VAC and FSH technicians
are responsible for all installation, maintenance and repair.
VAC installers and service personnel receive regular, ongoing training on their latest equipment releases.
While much trouble shooting and maintenance work can take place at VAC headquarters by VAC
technicians, FSH and VAC will assure that the frequency of on site work is as often as necessary to provide
preventative maintenance in order to keep the system in good operational status. FSH and VAC warrant the
proposed inmate call control platform for the life of the contract.

TECHNICAL EXPERTISE
VAC's installation team is unparalleled in the industry. Installation engineers come directly from the
Operations organization within VAC and have spent months in training in the test and integration process of
the inmate phone system. VAC’s Installation engineers are trained on the product within the test and
integration process. Installation training consists of Telco connectivity, wiring and power, server and
workstation preparation, database management, customer test procedures, frame relay, call detail record
recording and billing process.

WHY VAC?
As opposed to other respondents who are tied to one option for inmate telephone systems, FSH is in the unique
position of responding to this RFP with equipment and services chosen as a result of the requirements listed by
the Utah Department of corrections and the State of Utah. Our competitors attempt to “tweak” their responses
to make it appear that their equipment meets your specifications. FSH had the luxury of choosing from a variety
of equipment vendors to insure that the hardware, software, and services provided in the FSH response were
chosen specifically because they met your specifications and our high service requirements. No other respondent
has that flexibility of choice. And while we sometimes utilize equipment from other equipment manufactures,
the Focus 100 system was specifically selected by FSH with input from Utah Department of Corrections based
upon Utah DOC’s requirements. The Focus 100 system is also currently being utilized at Salt Lake, Utah, Box
Elder Counties who are participants of the Statewide contract.
FSH intends to offer other correctional facilities desiring to participate under the statewide contract provision the
same level of functionality/features inherent in the manufacture(s)/model(s) proposed for the Draper Prison and
the CUCF - Gunnison. The inmate telephone equipment will meet the requirements as stated in this RFP.

2.12

Restrictions
Offerors must clearly set forth any restrictions and/or provisions they deem necessary to
effectively service the State (UDC).
FSH Response:
Accept and Comply.
FSH is pleased to provide our Confidential Financial Data containing the required financial information.

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The data has been marked confidential and has been provided by FSH’s Chief Financial Officer under a
separate sealed document. Due to the highly confidential nature of this information, FSH respectfully
requests that it is not disseminated widely within UDC, but only to those on the review panel. Any request
for this information, outside UDC’s staff, should be directed to FSH.

2.13

Exceptions
If exceptions are taken, then offerors must outline, in their proposal, the RFP section where
exceptions are taken, the reason(s) for exceptions and how they will accomplish the same
function (or intent) that is required by the RFP. It is the intent of UDC to acquire desired inmate
communication functions utilizing reliable offeror systems (equipment) and services. It is not the
intent of UDC to specify what systems (equipment) and/or services offerors can/should utilize to
deliver such functions/services.
FSH Response:
Accept and Comply.
FSH takes no exceptions to this RFP.

2.14

References
Offerors must provide three (3) correctional facility references. All references must currently be
served by, and have been served by for minimally one year, the inmate communication
system(s)/service that you are proposing to the State in response to this RFP. Each reference
must include: name, title, address, telephone number, fax number and e-mail address.
FSH Response:
Accept and Comply.
FSH believes that our current customers are our best advocates in conveying their satisfaction with our
services, creative problem solving, commitment and passion. We highly encourage UDC to contact each of
our references and ask them three questions:
a. Explain your satisfaction with your Account Executive and the FSH (formerly Qwest’s) team’s
commitment to your needs?
b. How would you describe the quality of their services and product?
c. Are you treated fairly and honestly?
FFSSH
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Teelleepphhoonnee aanndd R
Reeccoorrddiinngg SSyysstteem
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miillaarr nnaattuurree ttoo tthhee ffoollloow
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Reference Company 1:
Contact:
Address:
Phone:
Email Address :
FAX Number

February 27, 2008

Utah Department of Corrections
Del Jorgensen @ Draper and Denis Sorenson @ CUCF
Draper: 14425 Bitterbrush Lane; P. O. Box 250, Draper, Utah 84020
CUCF: 255 East 300 North Gunnison, Utah 84634
Del Jorgensen (801) 576-7654
Denis Sorenson (435) 528-6469
deljorgens@utah.gov
dsorensen@utah.gov
(801) 576-4050

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Description of Telephone Service or Program(s) provided:
Inmate Telephone Service and Systems for all UT DOC adult detention facilities, including 295 inmate telephones at a
number of separate facilities.
Description of administration and services that support the above mentioned Program(s):
FSH is the prime contractor providing integrated inmate telephone calling with monitoring, recording, and
investigative applications. Utah Department of Corrections awarded Qwest Corporation (subsequently assigned to
FSH) a new six year contract expiring May 2008, Utah DOC operates prisons in Gunnison, Utah and the main facility
at Draper, Utah. The contract also includes all community correction centers with a total of 295 inmate telephones,
including inmate telephones and pay telephones. The current Focus 100 inmate telephone system was installed in
September 2006, replacing the Securus Combridge system.
Approximate date(s) of services provided:
FSH has been the prime contractor for inmate telephone services at the UT DOC since August of 2004, and prior to that
as Qwest and U S WEST since 1979. Systems and services have evolved over this time as the requirements of the State
and DOC have evolved. Further, as technology has evolved FSH (and under former service names) continued a tradition
of bringing the latest in inmate telephone system features and enhancements to the DOC for consideration.

Reference Company 2:
Program Manager:
Address:
Phone:
FAX Number
Email Address:

Salt Lake County Jail
Captain Richard Church
900 West 3500 South, Salt Lake City, Utah 84119_
(801) 743-5510 or Cell phone (801) 232-2173
(801) 743-5033
rchurch@slco.org

Description of Telephone Service or Program(s) provided:
Inmate Telephone Service and Systems for 200 phones.
Description of administration and services that support the above mentioned Program(s):
FSH is the prime contractor providing integrated inmate telephone calling with monitoring, recording, and investigative
applications. FSH provides full service to the County’s 2000-bed facility, as well as the existing Oxbow facility that houses
700 minimum-security inmates. FSH provisions 200 phones with a Focus System 100 system which was installed
November 2006 replacing a Securus Combridge system. Salt Lake County recently joined the State of Utah statewide
contract expiring in May 2008.
Approximate date(s) of services provided:
FSH (US WEST, Qwest) has provided inmate telephone service to Salt Lake County since October 1997. Systems and
services have evolved over this time as the requirements of the County have evolved. Further, as technology has evolved
FSH (and under former service names) continued a tradition of bringing the latest in inmate telephone system features and
enhancements to the County for consideration.

Reference Company 3:
Program Manager:
Address:

February 27, 2008

Utah County Jail
Captain John Carlson or Lt. Scott Carter
3075 N. Main Street, Spanish Fork, UT 84660

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State of Utah Request for Proposals

Phone:
Fax:
Email Address:

Inmate Communication Systems / Services

(801) 851-4003 or (801) 851-4202
Cell phone 801-404-1997
(801) 343-4239
ucso.johnc@state.ut.us or ucso.scottc@state.ut.us

Description of Telephone Service or Program(s) provided:
Inmate Telephone Service and Systems for 53 phones.
Description of administration and services that support the above mentioned Program(s):
FSH provides the inmate telephones and call control system with integrated monitoring and recording. The County can
access the system via the County’s own workstations located throughout the complex over the County LAN. Remote
access to / from the 12 County-owned computers through county network and appropriate firewalls enables robust and
anywhere access for rapid investigative response. The system allows for access to the recording functions,
monitoring/recording. Burning CD’s and access to report information. Utah County participates in the State of Utah
statewide contract expiring in May 2008. The Utah County Focus 100 inmate telephone system was installed in September
2005.
Approximate date(s) of services provided:
FSH (US WEST, Qwest) has provided inmate telephone service to Utah County since May 1997. Systems and services
have evolved over this time as the requirements of the County have evolved. Further, as technology has evolved FSH (and
under former service names) continued a tradition of bringing the latest in inmate telephone system features and
enhancements to the County for consideration.

Reference Company 4:
Program Manager:
Address:
Phone:
Email Address:

State of Washington Department of Corrections
Don Wilbrecht
7345 Linderson Way SW, Tumwater, WA. 98591
(360) 725-8740
dawilbrecht@DOC1.WA.GOV

Description of Telephone Service or Program(s) provided:
Inmate Telephone Service and Systems for over 1,000 phones and over 15,000 inmates.
Description of administration and services that support the above mentioned Program(s):
FSH is the prime contractor providing integrated inmate telephone calling with monitoring, recording, and investigative
applications, including PINS. . FSH has networked the 14 WADOC sites in the State of Washington for ease of access
and timely investigative purposes.
Approximate date(s) of services provided:
FSH has provided inmate service to the Washington DOC since the inception of inmate service. The Focus 100 system
has been installed for over 18 months.

2.15

Offeror Profile
Provide the following information to allow the State to gain an understanding of your
capabilities to service the State of Utah.

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A.

Inmate Communication Systems / Services

History
Provide a brief history of your company, emphasizing your experience in providing inmate
systems comparable to that being proposed in response to this RFP.
FSH Response:
Accept and Comply.
FSH Communications, LLC is a newly established company – however its employees have provisioned
pay telephone services for Retail and Corrections customers – UDC being one of several hundred, on
average for over 20 years.
FSH Communications purchased the assets of the Qwest Public Access Solutions (PAS) division (the
public and inmate pay telephone group of Qwest’s) in 2004. Qwest, like many of the other telephone
companies in the United States, determined that PAS was not part of its strategic product line and
therefore sought a buyer who would continue to serve the customer base with the same attention and
dedication. FSH is fully funded, has the customer base to sustain itself, the backing of Qwest and the
support of premier technology associates such as VAC. In essence, we have been ‘in business’ since pay
telephones were invented!
Our entire executive body and staff are senior veterans having worked in the ‘payphone divisions’ of
Qwest, U S WEST, Ameritech, Verizon, and many others. The average number of years serving the

Public Telephone Markets is 20 years, and over 30 years working in the Telecommunications industry!

This company was formed to specifically serve this market and having acquired the entire asset base of
tools, trucks, systems, computers, phones, spare parts, etc. from Qwest the transition has essentially
been transparent to the customers and end users. Over half of the FSH staff (and nearly 100% of its
managers) were formerly employed by Qwest Public Access Solutions and were directly hired by FSH
due to their expertise and dedication to the market and its customers.
At FSH we pride ourselves on being lean and agile. What this means to UDC is that in addition to a
dedicated staff of Utah-based employees and a single point of contact (Dale Cherrington) who is
responsible for the fulfillment of the contract terms and management of our selected technology vendor;
UDC has the immediate attention of FSH senior leadership and its executive body.
It is our philosophy of team work, creative problem solving, innovative and dynamic relationships that
allow us to be especially responsive to our customers. We emphasize personal accountability in all we
do – no matter the level of employee.

Service and Experience
The FSH Inmate Calling Solution delivers service and technology on your terms, with quick
connections, clear signals and tough, tamper-resistant phones that stand up to abuse. Our scalable and
feature-rich technology platform is designed with your availability requirements in mind. Remote
monitoring and diagnostic procedures help to troubleshoot and resolve problems before they become a
service issue. Proactive maintenance ensures that complaints are kept to a minimum, freeing you to

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focus on other, more pressing issues. Combined with our commitment to delivering the best value for
your facilities, FSH offers a complete inmate communications solution you can trust.
FSH Communications’ Account Team believes that the ultimate success of the inmate telephone
program relies on Government and Industry working together. We trust that UDC will be delighted with
a FSH selection because of:
Who we are and what we bring to the Administration and this procurement
Key elements of a technical and management solution based on communication and relationship
management
How working with the FSH Account Team makes good business sense.
As a company serving Utah, FSH views strong account management backed by commitment to the
community as important. Those who contribute have a vested interest in great performance. In addition,
FSH recognizes the value of continuity for prevailing success. FSH will continue to provide UDC with
the finest combination of network, service, compensation, and support available. In order to meet this
challenge, FSH has teamed with Value Added Communications to provision the inmate call control
platform.
The items below highlight both the corporate and technological strengths of the partnership.
Quality service response in a harsh environment
Proven network adaptable to future needs
Experienced, professional communications personnel
Financial strength and corporate stability
UDC can depend on the proven qualities that FSH offers:
Quality Connections
Competitive Compensation
Contract Management services from a single source
Superior network equipment
Due to our vast experience and knowledge of the inmate market, FSH is extremely qualified to be the
single point of contact for all inmate telephone equipment and services presented in our RFP. Our
company will act as “Prime” contractor and will serve as the single point of contact between UDC and
all aspects of the inmate telephone and integrated jail management services described in this response.
International calls will be connected via prepaid collect or debit. While equipment technology is an
important consideration, FSH also brings the strength, experience and ability to focus on managing the
day to day operations of an account the size of UDC. We understand the changing environment in the
corrections market, including the requirement to control call rates. This challenge requires the ability to
balance between commissions and call rates and is reflected in FSH’s proposal.
Should we be awarded the opportunity to continue as UDC’s inmate telephone service provider, FSH
has assigned highly qualified project managers to continue the provision of inmate telephone service
and without the need to install new inmate telephones, computerized equipment or the need to learn a
new inmate telephone system. A complete support team will continue to ensure UDC receives the best
service and support available on an ongoing basis. FSH pledges to UDC that it will provide dedicated
local, experienced, service technicians local account manager and staff support for guaranteed quick
response.

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FSH brings the strength, experience, and ability to focus on managing the day to day operations of
critical service to the UDC inmate phone system. We understand the changing environment in the
corrections market and believe effective account management for UDC requires an experienced,
professional Account Executive based in the area.
FSH currently has over 200 employees and 10 contractors in its employ.
Although today FSH is primarily a Public and Inmate Telephone Services provider it intends to evolve
into other services and technology. We are actively engaged with several cutting edge entrepreneurs
who will allow us to bring additional solutions to the public and inmate markets over the term of the
contract.
UDC can be assured that it may call upon any one of the FSH team, from our CEO Don Goens to our
administrative staff and will receive the same high quality customer service. Our organization is very
diverse, purposely, as we understand the value of the contributions inherent in the workplace. We are as
varied ethnically, in gender, expertise, cultural and religious backgrounds, age, and abilities as any
company who has a genuine commitment to fair and equal treatment of its employees and customers.
FSH has employed many of the same individuals who were part of the Qwest Public Access Solutions
division (payphone group) and therefore has had little training requirements. We continue to employee
technicians who have specialized in the public telephone business, which further reduces technical
training time. Our salary and benefits are commensurate and often exceed companies of similar size
and industry. FSH offers a robust benefits and vacation plan.
We do, however, place considerable emphasis on customer service and cross-training. FSH maintains a
robust online reference and training program, FSH Bowl, which provides detailed instructions on
everything from tariffs, to payphone programming, to contract / legal parameters for the company. This
material is continuously updated by a dedicated resource (program manager).
New employees shadow existing employees to ensure the continuity so necessary to serving our
customers with the highest level of integrity and accuracy.
Please refer to the Appendix section for a detailed Company Overview.

B. Financial/Annual Report
Provide a copy of your most current financial/annual report.
FSH Response:
Accept and Comply.
FSH is pleased to provide our Confidential Financial Data containing the required financial information.
The data has been marked confidential and has been provided by FSH’s Chief Financial Officer under a
separate sealed document. Due to the highly confidential nature of this information, FSH respectfully
requests that it is not disseminated widely within UDC, but only to those on the review panel. Any
request for this information, outside UDC’s or the State of Utah’s staff, should be directed to FSH.

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Inmate Communication Systems / Services

C. Credit Rating
Provide a composite “Dunn and Bradstreet” credit rating score. The State desires a credit
rating score of BA3 or better.
FSH Response:
Accept and Comply.
FSH Communications is submitting our Dunn and Bradstreet credit rating score as part of our financial
information that has been marked confidential and sent directly to the State of Utah (Debbie Gundersen)
Any request for this information, outside UDC’s or the State of Utah staff, should be directed to FSH.

D. Loss of Contracted Service
Offerors must provide a list of correctional facility accounts that they have “lost” during midcontract during the past three (3) years. Provide the correctional facilities’ name and
address; provide a contact person’s name, title, address, telephone number, fax number
and e-mail address for each “lost” account. The State has the right to contact any/all “lost”
account contacts to ascertain why the offerors’ contract(s) were lost. Offeror(s) that fail to
provide a list of “lost” accounts or that provide an incomplete list or that reply with
“Not/Applicable”, “No Lost Accounts” or equivalent verbiage and the State subsequently
finds this to be false will be disqualified and will, therefore, be removed from further
consideration. If during the past three years your company resulted from the merger of
other companies, then you must respond to this requirement on behalf of your current
company and on behalf of the companies that merged to form your current company.
FSH Response:
Accept and Comply.
FSH is pleased to state that we have not lost any correctional facility accounts, mid-contract, during the
past three (3) years.
FSH Communications (as the Prime contract holder with the correctional facility) subcontracts with
many different inmate telephone platform providers; some of whom we have had to replace mid
contract. However, and this should be stressed, in each instance FSH retained the account and only the
equipment provider was replaced. It is our understanding that since the platform provider was replaced
(usually initiated by FSH for performance issues or customer technology requirements) and not FSH
itself that we are in full compliance answering this question affirming we have not lost any account midcontract.
If the state requires a list of all accounts where FSH’s equipment provider(s) have been replaced midcontract we will be happy to provide the requested information.

2.16

Standard Contract Terms and Conditions
Any contract resulting from this RFP will include the State’s “Standard Contract Terms and
Conditions State of Utah, State Cooperative Contract” (Revision date: 12 Feb 2007); refer to:

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http://purchasing.utah.gov/main/Contractinfo/TermsStatewide.doc
In addition to the State’s Standard Contract Terms and Conditions, the contract provisions
delineated in “Section 6. Required Contract Provisions” will also be included in any contract
resulting from this RFP.
If you have concerns (take exception) with the State’s Standard Contract Terms and
Conditions and/or with “Section 6. Required Contract Provisions”, then you must clearly
identify each exception in your RFP response.
If a conflict exists between the State’s “Standard Contract Terms and Conditions and “Section
6. Required Contract Provisions”, then the State’s “Standard Contract Terms and Conditions
prevail.
FSH Response:
Accept and Comply.
FSH has thoroughly reviewed UDC’s Inmate Terms and Conditions and if awarded the bid for inmate
telephone services, FSH is firmly committed to all of the service requirements outlined in the RFP. FSH will
be responsible for the contract with the State and will provision all aspects of services related to the inmate
telephone system, including local and all long distance service.

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Section 3. Project Background
3.1

Current Environment
FSH Communications (FSH), the State’s incumbent inmate communications contractor, has
provided UDC with the following technology, systems, equipment and service at the Utah State
Prison - Draper and at the Central Utah Correctional Facility (CUCF) - Gunnison:
°

°

°

°
°
°

°
°
°
°

Value-Added Communications (VAC) FOCUS 100 System installed at Utah State Prison
- Draper on 9/14/2006; the system consists of:
▪ One (1) headquarters server
▪ Two (2) digital call processors with one-year online storage
▪ Two (2) Dell workstations with a printer and UPS per workstation
VAC FOCUS 100 System installed at Central Utah Correctional Facility (CUCF) Gunnison on 9/20/2006; the system consists of:
▪ One (1) digital call processor with one-year online storage
▪ Three (3) Dell workstations with a printer and UPS per workstation
An interface was created with UDC to allow:
▪ Hourly transfers of Jail Management System (JMS) files to the VAC FOCUS 100
Systems
▪ Access to the WebITS and WebShadow software from UDC owned workstations;
this feature allows UDC officers and investigative staff, who are logged into a UDC
workstation, to monitor live (active) inmate telephone calls. This feature is available
through the State's Local Area Network (LAN).
FOCUS 100 Systems are updated semi-annually and as software patches arise. All
upgrades are communicated by FSH and coordinated with UDC prior to implementation.
A Salt Lake City based FSH account manager
One FSH full-time, on-site system/service administrator/technician is assigned to the
Draper site and one FSH full-time, on-site system/service administrator/technician is
assigned to the Gunnison site. These individuals provide direct system/service supervision
and maintenance and they interact on a daily basis with UDC personnel.
Five FSH Utah-based service personnel back-up the Draper and Gunnison on-site system
administrators. They provide repair, maintenance and installation services.
Digital recording system: 100% of (non-legal) inmate conversations (at the Draper and
Gunnison sites) are digitally recorded, thereby providing UDC investigators with a valuable
investigative tool.
Live monitoring of inmate telephone calls: FSH provides UDC personnel, located in each
control room, the capability to monitor “live” non-legal inmate telephone conversations.
UDC presently allows 30-minute inmate calls.

FSH has provided the following technology, systems, equipment and service at Bonneville,
Fremont, Northern Utah and Orange Street Community Correctional Centers, Adult Probation and
Parole - Farmington, Adult Probation and Parole - Fremont and the Fred House Training
Academy:

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°

°
°
°

Inmate Communication Systems / Services

Payphones capable of placing local and long distance phone calls (The "advanced
(smart) payphones" presently being used at Community Correctional Centers are
manufactured by Nortel. The specific payphone features in use were developed for and
are marketed by Qwest Communications.)
Cut-off switches that allow UDC personnel to control outgoing calls
Capability to limit the length of calls
Ability to access payphone call records

“Attachment I - Inmate/Pay Phone Summary” summarizes inmate telephones and payphones
installed at UDC sites as of January 23, 2007; a summary follows:
°
°
°
°

Utah State Prison - Draper: 193 inmate telephones and 2 payphones
Central Utah Correctional Facility (CUCF) - Gunnison: 71 inmate telephones and 1
payphone
Community Correctional Centers: 0 inmate telephones and 30 payphones
Various other UDC sites, e.g., Salt Lake Transition Facility, Fred House Training
Academy and Adult Probation & Parole sites: 5 payphones

At the present time, the capability to monitor and/or to record calls is not required at UDC sites
other than the Utah State Prison - Draper and the Central Utah Correctional Facility Gunnison. However, monitoring and/or recording capability may be required in the future. If
during the contract term, UDC requests the capability to monitor and/or to record non-legal
inmate telephone conversations at existing Community Correctional Centers, the Salt Lake
Transition Facility, Adult Probation and Parole sites and/or the Fred House Training Academy
and/or if UDC requests the implementation of monitoring and/or recording capabilities at
altogether "new" sites, those not specifically identified in the RFP, then UDC will negotiate
compensation for “actual” costs incurred by the State’s inmate communications contractor.
The average daily population of the Community Correctional Centers follows:
Bonneville Community Correctional Center
Fremont Community Correctional Center
Northern Utah Community Correctional Center
Orange Street Community Correctional Center

55
55
150
55

“Attachment II - Inmate - Minutes, Messages, Revenue and Commissions” and “Attachment II Payphone - Messages, Revenue and Commissions” contain (respectively): 1) inmate minutes,
messages, revenue and commission information for the period February 2006 through January
2007 (refer to the tab entitled “Inmate - Mins, Msgs, Rev & Comm”) and 2) payphone
messages, revenue and commission information for the period February 2006 through January
2007 (refer to the tab entitled “Payphone - Msgs, Rev & Comm”).
“Attachment III - Draper Grade of Service” and “Attachment IV - Gunnison Grade of Service”
contain “Percentage Grade of Blocking” information. The Grade of Service (GOS) reports
cover January (a “typical” month) 2007. They include all call attempts (completed calls,

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attempted calls, etc.). The “Grade” column is a percentage - “Approved” divided by “Blocked”.
Per the reports, no calls were blocked; dial tone was available for all attempted calls.
Attachment III (Draper) identifies 87,474 call attempts and Attachment IV (Gunnison) identifies
15,301 call attempts for the month of January 2007. Both attachments contain “Trunk Type 4”
columns, all of which contain entries of “zero”. Disregard “Trunk Type 4” information; it does
not apply to the Draper and Gunnison sites.
The State’s incumbent inmate service provider (FSH) has a service delivery arrangement inplace with Gunnison Telephone Company (GTC) as regards the Central Utah Correctional
Facility (CUCF) (Gunnison Prison). The arrangement was necessary because GTC does not
currently have a class of service to handle inmate phone calls. The current inmate dial tone
originates in the Qwest Central Office in Salina, Utah and is transported to CUCF via T-1
connecting through GTC’s Central Office and then over a T-1 from GTC to CUCF. FSH pays a
monthly charge to Qwest and to GTC for this service.
Site maps entitled “Draper Site Map.pdf” and “CUCF Site Map.pdf” are not included as part of
this RFP. If you would like copies of the site maps, then you must request them from David
Worthington (dworthin@utah.gov). David will mail, via USPS, the site maps to the
individual/address specified in your e-mail request. The Draper and CUCF site maps are
annotated with housing units indicating the actual number of inmates, the number and location
of control rooms, the kill switch locations and the number of inmate phones.
Telephones in the barrier visiting booths are not used at the Draper or at the CUCF facilities.
UDC does not permit connecting calls to cell phones. At the current time, UDC requires a
physical address to be attached to all telephones to which calls are being made by UDC
offenders. This requirement is based on UDC’ investigative needs and UDC’ requirement to
have a physical address associated with the called number. UDC does not foresee a change in
this requirement.
There are currently two (2) portable phones with 100 foot cords used within the Draper facility.
The phones are standard desk sets and are used in the infirmary and in maximum security. No
portable phones exist at CUCF.
The incumbent (FSH) has an interface with UDC’ Division of Institutional Operations’ (DIO’) inmate
management system (O-Track). The successful contractor will not be required to interface with OTrack. FSH requested the interface to automatically update their system when an inmate is moved
within/between the Draper Prison and CUCF, to a county jail, released to probation or to parole,
etc. This interface allows FSH to limit an inmate to make calls only in that inmate’s assigned
housing unit thus meeting UDC’ security needs. The successful contractor would be allowed the
same interface arrangement should they desire.
FSH Response:
Accept and Comply. FSH Communications agrees with the current environment as stated.

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3.2

Inmate Communication Systems / Services

Future Plans
Additional inmate housing unit(s) are not currently anticipated at the Draper Prison site. At this
writing, an additional (new) CUCF - Gunnison 192 bed housing unit is under construction and
is expected to be occupied by April-May 2008. It will require approximately 18 inmate
telephones, specified cut-off switches and monitoring/recording equipment. A new 300 bed
“privatized” Community Correctional Center is scheduled to open approximately January 2009. It
may require approximately 18 inmate telephones, specified cut-off switches and
monitoring/recording equipment. Any/all planned facility openings and/or additions are subject to
change at any time.
FSH Response:
Accept and Comply.
The existing Inmate phone system in place at Gunnison is of modular design and will be expanded to
handle the new 192 bed housing unit’ plus additional phone needs as they occur In fact, FSH has already
built its project plan to handle this expansion!
FSH is prepared to address additional housing units as they are identified during the term of the contract.

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Section 4. Specifications
The successful contractor must provide UDC with equal or better inmate and payphone communication
systems/service compared to the systems/service currently in place.
4.1

Technical and Security
4.1.1 The following are to be considered minimum specifications necessary to be considered
for contract. Offerors are invited to describe and offer additional value-added system
enhancements and functions not described or requested herein. All inmate
communication system(s), equipment, etc. shall be new and shall be state of the art
technology. It is recognized that inmate system technology is constantly developing and
expanding. The contractor will be required, throughout the contract period, to offer to
UDC new (proven) technology that could enhance inmate communication
systems/service.
The incumbent’s FOCUS 100 Systems are updated semi-annually and as software
patches arise; inmate telephones are kept in like new condition through constant repair
or replacement. Therefore, the incumbent’s communication systems/service is deemed
to be state of the art technology.
FSH Response:
Accept and Comply.
The FSH proposed turnkey solution meets or exceeds the technical requirements outlined in this
RFP and are provided at no cost to the State of Utah. The system and related services include, but
are not limited to, the installation, training, operation, and maintenance of a turnkey Inmate
Telephone System (Focus 100). The FSH Inmate Calling Solution is already providing state-of-theart inmate call controls, recording, monitoring, fraud control, call blocking, and other capabilities
that meet or exceed the technical requirements of UDC.
All phones are monitored, physically and remotely, on an ongoing basis and kept in an “as new
condition” due to FSH’s ability to refurbish and repair its own equipment at its Omaha ISO-certified
center. FSH on-site system administrators will not only manage, train, repair and assist UDC staff
with the inmate call control system, they will also provide all technical support of the inmate
telephones themselves. This includes full replacement of set or part replacement for items such as
handsets, key pads, change out of upper housing, etc. FSH provides installation, maintenance and
repair of all inmate phones, associated wiring and infrastructure at no cost to the state for the life of
the contract.
FOCUS 100 OVERVIEW:
The Focus 100 is a site-based, self-contained, inmate call processing, and data management switch
which can be deployed at a single site or as part of a multi-site project via a WAN-based client-server
architecture. It features an analog and/or digital voice network interface, digital audio recording
and live call monitoring capability, and fully scalable CDR and audio storage capacity. This CPUbased system is based on proven telephony technology, designed specifically to operate with the
highest degree of reliability in the challenging environment of the correctional setting. VAC

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engineered the Focus 100 system with the highest level of call processing accuracy and reliability and
incorporated an extensive array of call management features and robust investigative tools.
Call Processing Software: System incorporates both PIN and non-PIN
inmate access capability together with a full range of payment options
including collect and/or prepaid debit. User interaction is through a
Windows-based Graphic User Interface and is easy to learn and use.
Audio Recording and Monitoring: System incorporates integrated multichannel digital recording and monitoring capabilities.
Recorded
conversations are stored on line.
Operating Configuration: System functions in a stand-alone, or large
WAN-based client-server environment
Processing Capability: System has self-contained integrated processing
capability in the form of premium quality industry-standard scalable
servers.
Operating System: Windows XP
Integrated Audio Recording and Monitoring: Digital, real-time
monitoring and call recording is standard. Call recording storage capacity
is available in 30-day, on-line increments before archiving. Audio
monitoring of live conversations or recordings can be accomplished by
local or remote (WAN or LAN) access.
Diagnostics: Full support for both remote WAN-based and local diagnostics covering all on-board
hardware and software applications.

Focus100 Digital Trunk
Capacity*
Focus100 Analog Trunk
Capacity*
Half-height Stand-alone System
Full-height Stand-alone System

Focus 100 System Specifications
Up to 1536 stations x 1536 trunks in 4 Racks
Up to 1536 stations x 1104 trunks in 4 Racks
24” x 37” x 48” – Max: 96 stations x 72 trunks Analog
96x96 Digital
24” x 37” x 76” – Max: 288 stations x 216 trunks Analog
288x288 Digital
Temperature: 35-90o F; Humidity: 2-98% non-condensing
115VAC, 20 amps (up to 2 required in Full-height Rack)
Meets the requirements of FCC Part 68 and Part 15
Digital & Analog
Windows XP®

Environmental
Power Requirements
FCC Certification
Voice Network Interface
Operating System
* For comparison purposes only. There is no theoretical system capacity limitation.

The Focus 100 Inmate Telephone System contains only industry-standard, premium hardware and
software components that are expected to have continued manufacturer’s support. The software
components that are used are the most current versions available from Microsoft including MS

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SQL 2000, 2003 Server and Windows XP workstation. VAC’s technology also incorporates the
latest offerings by Dell, Intel, and Hewlett Packard, Minuteman, Cisco, and telephony processing
products by Global Call Technology (formerly Dialogic Corp.).
FSH began providing the Focus 100 call processing technology September of 2006 along with the
required investigative and call control feature requirements. Each and every call attempted
through the system will generate a call detail record. This record is the cornerstone of the
system’s investigative capabilities. The system offers a vast number of search criteria on Call
Detail Records (CDRs) including; inmate name, PIN Number (if in use), called number, date,
time, and/or inmate phone. In addition, each call is digitally recorded using VAC’s Shadow
technology. While viewing that same CDR, with a simple click of the mouse, the investigator may
retrieve and play the recorded conversation.
FSH and VAC’s team of seasoned professionals installed the existing system and tested the
Focus System provided training to all system users as designated by UDC including visits to each
control room at USP & CUCF. In addition, FSH will continue to provide both remote and local
technical support as needed throughout the duration of the project.
The Focus 100 and administrative workstation is installed on a Local Area Network and has the
desired capabilities (query, display or print) based on the user’s security access level. The
workstation consists of a Windows XP PC platform, keyboard, and mouse, along with a 17” color
monitor and printer. The system and its components operate utilizing proprietary software
specifically designed for use in corrections applications.

The Administrative Workstation includes
color monitor, keyboard, mouse, printer,
software, CD/RW, and WAN connection
to provide for real-time feature
administration, report generation, and
monitoring and recording access.
Speakers are provided for recording
playback and live call monitoring.

Multiple workstations are installed as defined by UDC’s RFP to accommodate both
administrative and investigative functions. Each workstation is provided with a multi-level
password access control feature based on the definitions and limitations set by UDC. If needs
change, or personnel changes occur, these settings may be quickly and easily modified on-site
by UDC or via remote communication by the FSH support team.
The Focus 100 is the “state of the art” for Inmate Telephone Systems. It is composed of the most
reliable, highest performance, hardware available for such systems.

User access is via Microsoft® Internet Explorer to the Focus 100 web server running Microsoft®
Internet Information Services. The user experience is very similar to browsing a website on the

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Internet which makes the system very user friendly and flexible. Access to all investigative and
administrative features is available from a single webpage.

Investigative features include Live Call Monitoring, ad hoc user defined queries of the inmate call
database, investigator notes at the call level, unlimited user defined profile templates, monitor
tracking, user level environmental settings, protect recording from listening, lock recording from
pruner, call cutoff, auto monitoring, and investigative reports.

Administrative features include inmate account management, inmate phone controls and operating
hours, blocked/allowed numbers, inmate allowed number lists (PANs), system level configuration
details, maintenance, financial, and administrative reports, and integrated user level security
settings.

4.1.2 Except for designated locations, all inmate phones must be heavy-duty wall mounted
phones with:
A. High impact, flame retardant, anti-vandal and anti-drill bodies (bodies must be
constructed of materials that do not give off toxic gases when subjected to fire)
B. Cords, approximately 3 foot armored or longer if requested; currently, all telephone
cords are thirty-two (32) inches in length
C. Handsets must be hearing aid compatible
D. Telephones must be DTMF compatible
E. Telephones must be FCC and UL approved with certification number
F. Inmate communications equipment and installations in all areas must meet Americans
with Disabilities Act (ADA) requirements, e.g., be compatible with TDD devices, etc.
G. All inmate telephones as well as all payphones located at Community Correctional
Centers, the Salt Lake Transition Facility, the Fred House Training Academy and
Adult Probation & Parole sites, require volume control.
FSH Response:
Accept and Comply.
All phones supplied by FSH meet the requirements as stated above
 
FSH will continue to provide the Western Electric 10A or modified 1D2 coin-less
inmate telephones and the coin public telephones located in all existing FSH sites.
All inmate telephone stations and telephone casings are designed, engineered and
manufactured to guard against inmate abuse and natural elements. Because the
1D2 telephone is extremely heavy duty, it is recommended for installation in areas
of extreme abuse. In UDC designated areas hands free phone units will be supplied
for inmate use where a suicide threat is present. Both phones and all external

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hardware components are manufactured of high strength, tamper proof heavy gauge steel and a
graffiti and scratch resistant finish. The telephones require no additional power source and are
powered by the telephone line.
In addition, the telephones have no parts that can be removed without a special type of tool. This
prevents damage to the phone instrument and the manufacture of possible weapons. There are no
coin slots on the telephones and the ringers are disconnected with no incoming calls allowed.
All handsets are constructed of heavy duty polycarbonate molded plastic with
no removable parts and connected with an armored lanyard that resists
stretching, breaking and pulling. The lanyards are made of heavy duty steel
construction with stainless steel cable. The telephone dials are manufactured
with heavy duty metal and sealed against water and weather conditions. The
10A or 1D2 gorilla type telephone is currently in use at many correctional
facilities throughout the country and is built for the security conscious
environment of a correctional facility. These phones have proven to stand up to
the wear and tear of busy correction facilities and inmate abuse.

10A Inmate Phone

Since there is no specification for cord length, FSH will work with UDC to
provide specific cord lengths at specific institutions, if desired. The standard
cord length of 32 inches will be supplied absent any other requirements.

All telephones will be installed to meet ADA requirements which include proper height restrictions
and volume control handsets with hearing aid compatibility.
FSH is committed to providing UDC with the needed quantity of telephone devices for the deaf. To
help eliminate the staff time needed to escort an inmate to a specific area for TDD use, battery
powered TDDs can be provided. The convenience of not requiring power connections, coupled with
allowing the relay service 800 number to be called through the system, enables the inmate to place
TDD calls from a regular inmate phone.
All telephone equipment is Federal Communication Commission (FCC) registered and United
Laboratories (UL) approved.

4.1.3 Contractor is to provide approved telephones; mounting systems (including any required
phone "booths"); system "switching and monitoring" equipment; system recording
equipment and required ADA devices at no cost to the State. All major facilities must be
supplied with a TDD device for use as needed.
Presently, Draper site has six TDD devices and Gunnison has three (rarely if ever
used). Future Requirements: At most, one TDD device may be required per housing
unit (Draper currently has 23 housing units; Gunnison currently has 6 housing units).
The successful contractor shall provide all communication needs for the inmate
population including equipment needed to comply with ADA. A TDD device must be
made available to any inmate with a hearing disability. Currently, the nine TDD devices
that FSH owns and has provided are adequate for the current hearing impaired

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population. The successful contractor will be required to provide as many as one TDD
device per housing unit if required.
UDC currently has three payphones located in public-access (administrative) areas; two
at Draper and one at CUCF. These three payphones are not to be confused with the
payphones located at Community Correctional Centers, etc.
FSH Response:
Accept and Comply.
FSH is committed to providing UDC with the needed quantity of telephone devices for the deaf as
well as the public-access (administrative) area phones as required. FSH, as the incumbent provider
is providing all phones as required
Full TDD access is supported throughout the system. To meet the TDD requirements, FSH will use
the Ultratec SuperPrint model 200 or other model that meets the needs of UDC. The model 200 has
a printout for locations that would like a record of the TTY conversation. The selection of alternate
model’s will be coordinated with UDC and designed to meet specific facility and security needs of
UDC.
To help eliminate the staff time needed to escort an inmate to a specific area for TDD use, battery
powered TDDs can be provided. The convenience of not requiring power connections, coupled with
allowing the relay service 800 number to be called through the call control system, enables the
inmate to place TDD calls from a regular inmate phone.
TDD relay numbers are allowed through the system in order for the TDD to be used on an inmate
phone if desired. The keyboards will have the standard requirements such as 4-row keyboard, easy
touch keys and a typewriter style layout. The Ultratech TDD has been used extensively with great
success.

TTY/TDD inmate initiated calls are made using a preprogrammed 10 digit number that sends the
calls to a predetermined TDD operator 800 number. If allowed phone lists are used, the 10 digit
number can be restricted to only be dialed by certain inmates. All calls to the TDD operator are
recorded and can be associated with the inmate that placed the call if disciplinary action is necessary.
The inmate would dial the Telephone Relay Service through the facility’s TTY/TDD and then
communicate through the device. The Relay operator would then translate the call to the hearing
party. Conversation from the called party would be translated back by the Relay operator through
the TTY/TDD to the inmate.

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All TTY/TDD calls can be monitored, recorded, played back, and blocked like other inmate calls.
VAC is investigating a method of allowing playback of the recorded tones to a TTY/TDD decoder.
This could be a feature offering in the future.
Voice announcements can be provided on TTY/TDD calls; however since the voice announcements
and tag lines interfere with the TTY/TDD tone transmissions, these messages are typically
suppressed on TTY/TDD calls.

4.1.4 Ownership and responsibility for all inmate telephones, payphones, system equipment and
booths supplied by contractor will remain with contractor unless stipulated otherwise in the
contract.
Note: Any telephones or supplies provided by the State for "special" inmate phone
installations will remain the property and responsibility of the State unless specific
arrangements to the contrary are negotiated with the contractor and documented.
FSH Response:
Accept and Comply.
FSH agrees with the statements as described above.

4.1.5 Contractor will provide (at no cost to the State) minimally one inmate telephone and one
associated line in any/all housing areas (units) requested by UDC regardless of
anticipated or actual revenue opportunity/earnings. Sharing of inmate telephone lines
between two or more phones is permitted if sufficient lines are provided to minimally
ensure a P.05 Grade of Service (GOS). If at any time, UDC deems it necessary that
additional lines be installed to support the inmate communications and recording
systems, then the contractor must comply, again at no cost to the State. Additional
inmate telephones with appropriate support equipment (switches, monitoring and
recording) may be added to high population areas by mutual agreement between UDC
and the contractor.
FSH Response:
Accept and Comply.
Current grade of service provided by FSH as shown in Attachment III exceeds the State’s grade of
service requirements. FSH proactively monitors the Grade of Service (GOS) levels; however if at any
time the GOS falls below the mandated P.05, FSH will install additional lines to maintain the required
level of service at no cost to the UDC or the State.
The proposed Focus 100 system is programmed to allow only station to station collect calls from any
inmate phone. The Focus 100 system can easily accommodate debit calling if desired by UDC. In
the current deployment the inmate places a collect call by dialing 0+ the desired number and
entering his PIN when prompted.

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With debit calling implemented when placing a debit call the inmate would dial 1+ the desired
number and enter his PIN when prompted. There are no other options. The call processing
equipment controls the calls.
The Focus 100 system was deployed with the standard call limits feature which limits the calls by
inmate or inmate class of service to number of calls per day/week/month or number of minutes per
day/week/month.

4.1.6 UDC requires that all inmate telephone lines be equipped with both cut-off switches and
voice monitoring equipment in each housing unit control room/area. There must be a
manual switch in each housing control room for each inmate phone installed in that
housing area. Contractor will be required to supply, install and service appropriate
equipment to provide these functions at designated locations (typically in control
rooms). Operation of this equipment will be by authorized personnel only. The
contractor will be required to provide a "standardized" audible monitor and cut-off switch
installation at all required locations (typically in control rooms). Each installation must
include an individual cut-off switch for each inmate telephone line supervised by that
location, as well as appropriate speakers, selector switches, etc. Due to the scope of
work involved, a period of three (3) months from the official contract date will be allowed
for any new contractor to complete the monitor system change-out in all areas. The
contractor will be required to submit their monitoring design for UDC-DIO approval.
While "standardized" equipment is desired, many of the installations could vary in
configuration due to space restrictions and the differing types of construction. In addition
to site shutdown switches, the contractor must have the capability to remotely shut
down the inmate phones individually, in groups, or by "system". All monitoring "taps"
must occur after the computer control system in order to allow computer blocking of any
attempts to monitor and/or record official legal calls. In some facilities with UDC
approval, "special" inmate phones may be installed, specifically for use in making legal
calls without such inmate phones having any monitoring and/or recording capabilities.
The incumbent contractor supplied all existing equipment associated with inmate
communication service installed at UDC sites. The successful contractor must
coordinate a systematic change-out of inmate communication system(s)/service while
minimizing disruption of service. Central Utah Correctional Facility (CUCF) must be
changed-out first (prior to the Draper Prison).
Describe your proposed workstation and/or remote monitoring station; include whether
or not Internet access is part of your proposed monitoring system.
FSH Response:
Accept and Comply.
FSH provides individual manual cut off keys that allow for staff to cut off an individual phone,
groups of phones or all phones at selected locations. In addition to the FSH provided manual cut off
switches, all workstations connected to the inmate telephone system have the ability to cut off individual
phone calls. The system currently installed at both facilities meets all requirements as stated above.

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FSH will not require the three (3) months to develop the cut off and monitoring system as it is currently
in place and was approved by UDC prior to installation as required.
The installed system provides dedicated workstations that are located in the on-site system
administrator’s offices and the UDC investigation offices (at USP – Draper and CUCF – Gunnison).
The dedicated workstations are directly connected to the inmate telephone system and to the technical
service center via a dedicated frame relay circuit provided by FSH.
Officers in the housing units utilize UDC provided workstations that connect to the inmate phone
system via the state intranet. Per UDC policy, UDC provided workstations are limited to live
monitoring. Recorded call access and CD burning features are available but are deactivated also per
UDC policy. All workstations connected to the inmate telephone system have the ability to cut off
individual phone calls. Any time a phone call is terminated an electronic record is made indicating that
the call was terminated along with the user ID of the person initiating the early termination.
Identified legal calls are not available for monitoring by anyone accessing the system and are not
recorded. Separate legal phones are not required but may be set up to access the system if requested by
UDC.
Authorized personnel who conduct live monitoring of inmate telephone calls have access to the
inmate’s name placing the call, living unit and specific telephone location where the call is
originating, number dialed time origination time and length of time the call has been in process.
The FSH on-site System Administrators receive daily reports from UDC and adjust inmate calling
privileges as directed.
Using the dedicated workstations, UDC will have complete flexibility to establish automated inmate
call controls. In addition to general operating hour controls for the entire facility, FSH 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. A separate holiday schedule may also be established in
order to offer alternate calling on these defined days. Once these schedules are established, calling
is automatically controlled by the system. No administrative intervention is required.
The inmate telephone system can be remotely administered from the 24/7 technical support center
in Plano, Texas. Remote access allows for complete administration in event of emergency or when
on site system administrators are not available.
If the facility allows secure access to the internal network, the system may be controlled from an offsite location by authorized personnel with appropriate access level, as well as perform other
administrative functions. Individual cut off keys are provided that allow for staff to cut off an
individual phone, groups of phones or all phones at selected locations. The Focus 100 also provides
the ability to enable or disable inmate phones on demand through any system workstation. The
function, enable/disable inmate phones permits the user to disable individual inmate phones, living
units or the entire facility. In addition, phone shut-down may be accomplished “gracefully” shutting
down all phones once the current conversation is complete or abruptly, terminating all calls and
performing phone shut down immediately. It is important to note that this function can be
performed from a remote workstation – which is useful in an emergency situation where the site

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workstations may not be accessible. The Workstation screen used to perform this function is shown
below.

System Telephone Enable/Disable
Figure 4

4.1.7 All inmate telephones must be able to function concurrently, at a P.05 GOS, and
independently of any database or central processor in the event of database and/or central
processor failure. In the case of any such failure, all phones should remain operational in a
collect only calling mode, all calls (other than attorney calls) should continue to be recorded
and call data should continue to be recorded. Describe your proposed inmate system’s
capabilities as regards this scenario (operational challenge).
FSH Response:
Accept and Comply.
The FSH proposed (and already installed) inmate telephone system (Focus 100 system) meets and
exceeds the requirements listed above and exceeds the requirements of functioning concurrently at a
P.05 GOS as shown by the documents in Attachments III and IV (State RFP documents).
The Focus 100 system will deliver a P.05 or better grade of service independent of the loss of the HQ

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database or complete loss of the HQ Central Processing Unit. If the HQ server fails completely the
system will continue to allow collect call processing and will continue to record all calls (other than
attorney calls) and all call processing controls, such as blocked numbers, call limits, operating hours,
etc. will remain active.
The Focus 100 system and each administrative workstation are provided with the appropriate sized
Uninterruptible Power Source (UPS) that provide 15 minutes of operations in the event of a power
surge or interruption. If commercial power is lost, the UPS will indicate with an audible beeping
sound in the equipment room and wherever the workstations are located. If power is restored within
15 minutes, there will be no interruption of call processing or workstation function will occur. If the
interruption is longer than 15 minutes, call-processing functions will be gracefully shut down until
such time as power is restored.
Regardless of any interruption in power, call records are protected at all times and not subject to
loss. All system settings will return to the previous state upon restoration of power.
The Focus 100 system was engineered to provide cost effective solutions to ensure data protection
and continuous call processing in all but the most extreme circumstances. The following
redundancies are provided with the current release of the Focus 100 system:
The Focus 100 primary storage of the call database and inmate database occur on a RAID
(Redundant Array of Independent Disks) server. This server configuration protects against loss of
data due to the failure of any single drive in the array. In addition, each call processor of the Focus
100 system is outfitted with a secondary IDE hard drive, which is constantly updated with an
additional copy of the databases (including recordings, inmate data, and critical system parameter
files.)
UDCs Call Detail Records (CDRs) for all complete and incomplete calls are maintained on site as
part of the Focus 100 for the life of the contract and therefore will always be available on-line. The
site database is replicated on site in the site server. To ensure the integrity of the CDRs, redundant
storage is also provided at three additional locations. First, the CDRs are copied and stored on a
Billing server. Second, the Billing server database is backed up and stored on another disk array.
Third, the Billing server database is also copied to magnetic tape and stored off site.
The Focus 100 system database is maintained in two databases one on site and the other at the HQ
location. If either database fails it can be restored by the other system which counts as the first
backup storage location. Each database is then backed up to another location as the second and
third database backup locations.

4.1.8 In the event Central Office (CO) wire pairs are inadequate to service required inmate
telephones, is there any reason why a T-1 system cannot be utilized to deliver your dial
tone or other circuits to UDC prison facilities and/or to areas of UDC facilities? Provide an
explanation with your response.
FSH Response:
Accept and Comply.
FSH currently utilizes a T-1 system at CUCF and has the ability of using T-1 lines at USP. FSH uses T1’s when it is economically feasible.

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4.1.9 Provide an explanation of the telephones and major equipment you are offering. How long
has this specific equipment been available and where has it been utilized in the past?
Where and when was the beta testing completed? If any of your proposed equipment is
new and lacking field-testing, briefly describe the development process and why you feel
the equipment will be reliable for the intended purpose. Do you have patent rights for your
proposed system’s call processor and software? If so, then demonstrate by listing patent
information.
FSH Response:
Accept and Comply.
The Focus 100 system is manufactured by VAC and is one of the most advanced and reliable Inmate
Telephone Service platforms in operation today.
All components are commercially available to
reduce downtime in the need for replacement or expansion. Software development and customized
features are managed by a robust team of technical experts in VAC’s Research and Development
department.
VAC began engineering of the Focus 100 system approximately 10 years ago, when VAC began
evaluating the possibilities of creating a system to meet the growing challenges of the inmate calling
industry, e.g. size of equipment, growth of the user population, rate of technological advancements,
and systems costs. The result of this evaluation and engineering process was a system designed
specifically to meet the anticipated needs of the large scale statewide and nationwide correctional
systems, a system that will advance the corrections industry to the next generation of inmate calling
capabilities.
The Focus 100 is proven technology with demonstrated success in a variety of correctional
environments and facilities. In addition to the 104 Federal Correctional facilities; VAC also provides
systems and services to the Colorado Department of Corrections, the Missouri Department of
Corrections, Oregon Department of Corrections, Washington Department of Corrections, and a
growing number of DOC Correctional Facilities across the United States and for the past 18 months
both Utah Department of Correction facilities (Draper & CUCF).
The Focus 100 System was beta tested during the 3rd quarter of 2005 in Plano, Texas and was deployed in
the first quarter of 2005.

VAC has been in the inmate calling business for approximately 20 years (since 1988), initially
focusing on innovative automated calling technology and services within the telecommunications
market. The company’s focus was later narrowed to the Corrections market and the specialized
systems and services required becoming an industry leader.
Successes include the implementation of the first debit and collect hybrid calling system in the
United States for the State of Colorado, and the award of the Federal Bureau of Prisons contract in
1998. Current management acquired the company’s assets in 1999, undertaking an aggressive sales
campaign to become the inmate system provider of choice for the telecommunications industry’s
market leaders.
The first step in formalizing VAC’s commitment to the inmate communications market was to

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design the infrastructure necessary to support the country’s largest correctional system (Federal
Bureau of Prisons.) The VAC plan has always been to create the support structure sufficient to
provide exceptional service to this high-volume client and a robust enough to facilitate significant
growth to both State and facilities.
VAC has a listing of current Patents held by Value Added Communications Inc. that protect the
intellectual properties of the proposed Focus 100 system and operational software in the following
table.

Item
No.

Patent Application
Publication No.

1

20070003026

Voice message exchange

2

20060285667

3

20060285650

4
5

20060245559
20050259809

6
7

20050238154
20050043014

8

20040029564

Telecommunication call management and
monitoring system
Digital telecommunications call management and
monitoring system
Electronic messaging exchange
Means and method for detecting three-way call
attempts
Telecommunication revenue management system
Telecommunication call management and
monitoring system with voiceprint verification
Telecommunication call management and
monitoring system

Title

The FSH proposed turnkey solution, including the Focus 100 system, will continue to meet or
exceed the technical requirements outlined in this RFP, and are provided at no cost to the State for
the life of the contract. The telephones and Inmate Telephone System that have been described in
4.1.1 – 4.1.3 above and include, but are not limited to, the installation, training, operation, and
maintenance. The FSH Inmate Calling Solution already in place provides state-of-the-art inmate
call controls, recording, monitoring, fraud control, call blocking, and other capabilities that meet or
exceed the technical requirements of UDC.
FSH working with Utah DOC determined during the 4th quarter of 2005 – 2006 that the previous phone
system was not meeting the requirements of FSH or Utah DOC. After review of two separate inmate
telephone systems the current system in place at both Utah DOC sites was selected and installed in
September 2006.
VAC SYSTEM UPGRADES: ASSURING CONTINUOUS QUALITY
All new software releases are presented to QA (Quality Assurance) for development of a test plan.
Upon completion of any software release or hardware modification, the QA team conducts a
thorough evaluation that includes follow up confirmation of any associated documentation. Any
discrepancies or functional gaps that are identified are returned to the initiating department for

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correction and scheduled for re-test. All software releases must be tested and approved by the QA
department before any new product or product upgrade can be released for distribution. QA also
conducts a Final QA Test on each system order. All schedules include this step and no system will
be shipped without the approval of the Quality Assurance Department.
In addition, the QA department is responsible for the control of the documentation library and the
creation and updates of all product user manuals. All service areas are staffed with the necessary
support personnel to ensure that all customer expectations are met and/or exceeded.
VAC has two major software releases annually which are rolled out to all facilities on a scheduled
and coordinated basis. Releases are usually uploaded remotely during non-calling hours to ensure

minimal disruption and work with FSH and designated facility personnel to ensure that there is no
affect to on-going operations. Any training that may be required as a result of the upgrade is also
coordinated and scheduled with the facility.

4.1.10 The UDC Draper and Gunnison sites are subjected to intermittent power outages and/or
"brown-outs". Offerors must provide system capabilities for prevention of power surges
and equipment capabilities for prevention of power outages. The use of traditional
"power strips" for surge protection is not acceptable for this requirement. Offerors must
detail the time frame that the system can remain operable in the event of a commercial
power loss and the method of ensuring operation in the event of a commercial power
loss. Offerors must describe what will occur when commercial power to the proposed
system is lost, what will occur in the event of the failure of any equipment installed to
ensure the system remains operable in the event of a commercial power failure and
what steps are taken to ensure the integrity of all system data in the event of either of
these situations.
FSH Response:
Accept and Comply.
The Focus 100 and each administrative workstation are provided with the appropriate sized
Uninterruptible Power Source (UPS) that provide 15 minutes of operations in the event of a power
surge or interruption. If commercial power is lost, the UPS will indicate with an audible beeping
sound in the equipment room and wherever the workstations are located. If power is restored within
15 minutes, there will be no interruption of call processing or workstation function will occur. If the
interruption is longer than 15 minutes, call-processing functions will be gracefully shut down until
such time as power is restored.
The inmate phone systems at Draper and CUCF are both connected to the Department of
Corrections emergency power system so that if a power failure occurs the system is protected by the
UPS system described above until the DOC’s emergency power generator is activated or power is
restored.
Regardless of any interruption in power, call records are protected at all times and not subject to
loss. All system settings will return to the previous state upon restoration of power.
The Focus 100 was engineered to provide cost effective solutions to ensure data protection and
continuous call processing in all but the most extreme circumstances. The following redundancies

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are provided with the current release of the Focus 100.
The Focus 100 primary storage of the call database and inmate database occur on a RAID
(Redundant Array of Independent Disks) server. This server configuration protects against loss of
data due to the failure of any single drive in the array. In addition, each call processor of the Focus
100 is outfitted with a secondary IDE hard drive, which is constantly updated with an additional
copy of the databases (including recordings, inmate data, and critical system parameter files.)
UDCs Call Detail Records (CDRs) for all complete and incomplete calls are maintained on site as
part of the Focus 100 for the life of the contract and therefore will always be available on-line. The
site database is replicated on site in the site server. To ensure the integrity of the CDRs, redundant
storage is also provided at three additional locations. First, the CDRs are copied to and stored on a
Billing server. Second, the Billing server database is backed up and stored on another disk array.
Third, the Billing server database is also copied to magnetic tape and stored off site.
The Focus 100 database is maintained in two databases one on site and the other at the HQ location.
If either database fails it can be restored by the other system which counts as the first backup
storage location. Each database is then backed up to another location as the second and third
database backup locations.

4.1.11 The UDC Draper and Gunnison sites are subject to frequent lightning storms. Any
exposed campus cable has, per NEC code, compliant lighting protectors in place. Do
you require additional protection; if so, how do you propose to protect your telephones
and equipment from sustaining lightning damage?
FSH Response:
Accept and Comply.
The Focus 100 systems in place at USP and CUCF includes industrial capacity electrical surge
protection for all components provided.
All network interfaces to the Focus 100 system is protected from lightning using two types of
protection. The location processors at each site have built-in carbon protection for each line. This
technology has proven effective in other correctional installations where lightning is likely to occur.
Because the environment might experience frequent and severe lightning strikes, additional
lightning protection has been installed between the demarc and the location processors at each site.
The Focus 100 system at each facility is equipped with ‘smart fail-safe’ power down capability. The
smart power down system is triggered when the UPS senses a commercial power failure or
irregularity and will initiate a time sequence to the Focus 100 system that will block new call
attempts from being made while at the same time allowing calls in progress at the time of the
interruption to continue for up to 10 minutes. If, after 10 minutes the UPS has not alerted the Focus
100 system that commercial power has been restored, the Focus 100 system shall power down to a
state that will allow it to automatically resume full Focus 100 system operation after commercial
power has been restored. The Focus 100 system will have a timer that will delay resumption of call
processing for a period of 10 minutes (programmable) to allow the commercial power sufficient time
to stabilize back on line to prevent unnecessary power cycling.

4.1.12 Contractor will install and test all inmate phone lines, telephones and communications
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system equipment at no cost to the State to ensure proper functioning and blockage
intercept of incoming calls to inmate telephones. Incoming calls to inmate telephones will
not be permitted.
FSH Response:
Accept and Comply.
Incoming calls are prevented by the type of telephone lines used by FSH and by the inmate phone
equipment. All phone lines and telephones are tested at installation and are continually monitored by
the two onsite inmate phone technicians and the equipment provider’s tech center. No incoming calls
will be processed by the system.

4.1.13 Designated UDC site personnel will assign existing site telephone cable pairs, when
available, from the site demarcation point to the telephone location. If pairs are not
available, then the contractor will be responsible to install any/all cable pairs when such
(required) pairs are not available. Once installed, such cable pairs become the property
of the State.
FSH Response:
Accept and Comply.
FSH understands and has complied with this requirement during the current and previous contracts.

4.1.14 Department of Technology Services (DTS) and designated UDC site electronics
personnel will coordinate the installation of any additional and/or specialized system
cabling with the contractor. The contractor may opt to use multiplexing equipment for
copper or Multi Mode Fiber cable to provide adequate service to inmate phones. The
contractor will be required to provide and install any/all additional and/or special
equipment to the State’s satisfaction, at no cost to the State. Any such cable, once
installed, will become the property of the State. Actual electronics, e.g., multiplexing
equipment, will remain the property of the contractor.
FSH Response:
Accept and Comply.
FSH provides installation, maintenance and repair of all inmate phones, associated wiring and
infrastructure at no cost to UDC and agrees that any such cable once installed will become the
property of the State, actual electronics e.g. multiplexing equipment, will remain the property of
FSH.

4.1.15 Contractor will provide UDC site electronics personnel with the actual telephone numbers
of all inmate telephones by location.
FSH Response:
Accept and Comply.
Phones are identified in each housing area so that electronics personnel, investigators and housing

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officers are able to identify phones used. All inmate telephone lines are identified by telephone number
in the phone room with a list available for UDC site electronics personnel.

4.1.16 Contractor will number all inmate telephones. This number may be the actual telephone
number or any other number that will identify the specific telephone and its location for
problem reporting, etc. The number should be easily seen but not easily removed (by
inmates).
FSH Response:
Accept and Comply.
The phones have been identified at the housing officer location and have been consistently numbered in
each housing area from left to right.

4.1.17 All wire runs must be inside of walls where possible. If wire has to be run on wall surfaces
or baseboards, then it must be enclosed within metallic conduit. Rigid pipe may be required
for security reasons. New installations will be reviewed on an individual case basis.
FSH Response:
Accept and Comply.
FSH understands and has complied with this requirement during the current and previous contracts.

4.1.18 If, as a result of this RFP, there is a change of contractor, then the new contractor will
be required to obtain approval from DTS/UDC electronics personnel to use the existing
house wiring and/or to install their own wiring. If existing cable plant pairs are not
available, then the contractor must install required additional cable at no cost to the
State. All cross-connect cable used for inmate phone applications must be White-Blue,
Blue-White in color. All termination hardware used for inmate phone systems must be
labeled as “inmate phones”. Any/all cabling, once installed, will become the property of
the State.
FSH Response:
Accept and Comply.
No change out of wiring will be needed if the FSH proposal is accepted by Utah DOC and the State of
Utah. Existing cross connect cable is in place using the White-Blue, Blue – White requirements.

4.1.19 UDC site facilities range from more than 50 years old to relatively new. Site telephone
cabling systems are primarily 24 awg twisted pair copper cabling. Proposed
communications system(s) should be able to function on the existing twisted pair copper
cabling. If your proposed system(s) require additional or specialized cabling, then you
must stipulate what that cabling is in your proposal and be prepared to supply and
install such cabling at your expense. DTS/UDC cannot guarantee that existing conduit
and/or raceway space will be available for new cabling. Site requirements will need to
be evaluated on a case-by-case basis. To date (generally speaking), insufficient conduit
and/or cable pairs have not been a problem. Future growth could cause a problem that
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may necessitate the installation of additional conduit and/or cable pairs by the
contractor.
FSH Response:
Accept and Comply.
Existing inmate phone system is functioning on the existing cabling without problem. FSH will work
with UDC in coordinating the installation of additional conduit and/or cable pairs for future growth.

4.1.20 Based upon the number of inmate telephones located at the Draper site, the physical
layout of the facilities and the equipment requirements of the offered system, approximately
how long would it take you to install a fully operational system? How long at the Gunnison
site? How long at the “other” UDC sites, e.g., Community Correctional Centers? Explain
your proposed installation of systems/service; include an outline of the steps, along with
associated time frames, required to complete the installation of your proposed
systems/service.
FSH Response:
Accept and Comply.
The FSH proposed Focus 100 system(s) are currently in place at all proposed sites so installation
time will not be a factor with this bid.
Should we be awarded the opportunity, FSH currently has in place highly qualified project managers
to oversee the UDC’s inmate phone system. A complete support team will continue to ensure the
State receives the best service and support available on an ongoing basis. FSH pledges to the State
that it will continue to provide dedicated local, experienced, service technicians and staff support for
guaranteed quick response. FSH will continue to provide UDC with the finest combination of
network, service, compensation, and support available.

For all new installations, FSH will follow the comprehensive service program and implementation
overview below. FSH provides installation, maintenance and repair of all inmate phones, associated
wiring and infrastructure at no cost to UDC.

SERVICE & IMPLEMENTATION OVERVIEW
FSH Communications, in partnership with our subcontractor Value-Added Communications, are
pleased to provide UDC with a Service Overview and Implementation Plan provided below. The
attached plan includes descriptions of the necessary tasks and activities, and associated milestones,
which will be met prior to the start of service.
It is important to note that any successful plan requires the input and cooperation of all of UDC’s
departments including but not limited to Information Technology and Contracts and Legal Affairs.
FSH will lead the team towards a successful implementation of services that offer the necessary
flexibility over the term to grow with the UDC’s changing needs.
All installation, operation and maintenance of the offender phone system with monitoring and
recording capabilities will be in accordance with the UDC’s infrastructure policies and procedures,
as well as the requirements of the RFP.

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FSH and VAC have extensive experience transitioning large and small correctional facilities. FSH
ensures that the process proceeds in a timely and professional manner with minimal intrusion to the
day-to-day operations of UDC. FSH and VAC have installed many inmate calling systems as a team.
The expertise of both companies working together as a team, has brought about successful system
change-out’s each and every time. This type of experience coupled with the knowledge of UDC
expectations guarantees a successful transition of inmate call control equipment. All telephones will
remain in place unless there is a need to add or delete phones in specific areas. This will alleviate
the disruption caused by the requirement to change-out all phones at each facility.
Typically the installation occurs after the phones have been turned off. This enables the system to
be up and running when the system is turned back on in the morning. There are no lost revenues
when this approach is used as inmates are normally not using the phones during this time. It is
important to note that successful system installations have been effectuated both during the day and
in the evening.
In order to ensure that the actual installation timeframe is kept to a minimum at the facility, VAC
works vigorously to identify everything that can be done before the system ships. The following
actions are taken to reduce installation time:
1) The racks are assembled – including all shelves, cabling, and Uninterrupted Power Supplies
(UPS) installed.
2) All Operating Systems and software are loaded on the system hardware and workstations.
3) Coordination with the existing vendor and the facility is facilitated to obtain the Blocked Call
List, designated Attorney numbers, special numbers such as Ombudsman or inmate snitch
lines, Inmate PINs, allowed call lists, global call control parameters and any other pertinent
information for inclusion prior to shipment.
4) Software is tested; including SQL and Focus 100 system.
5) All hardware functionality is thoroughly tested. Test calls are made from the modem and
Remote Access Dialer (RAD) unit to ensure smooth inmate call processing.
6) Manufacturing does the initial Quality Assurance.

7) Quality Assurance department does the final QA and compares the System Order Form to
the actual manufactured System to ensure that all system configuration and operations
adhere to customer requirements.
8) The system is shipped for installation. To ensure a seamless installation, VAC’s installation
team is an integral part of the manufacturing and Quality Assurance process.
9) The FSH team leads the installation process with VAC counterparts to insure a seamless
installation and test of all components on site before going ‘live’. Sign off by site personnel
or other designate is encouraged. Installers are then thoroughly familiar with each system to
be installed and the specific State requirements before they even get on site.

4.1.21 The "tapping" of inmate telephone lines for recording purposes (or monitoring) must not

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be detectable by the line users and it must not reduce line volume to a level where
hearing problems could result for line users.
FSH Response:
Accept and Comply.
Line volume is not reduced by recording or live monitoring of inmate phone calls. Both processes
are un-detectable by the line user and do not cause hearing problems for the line users.
The current Focus 100 system includes a state-of-the-art digital recording and monitoring system
that provides the expected investigative functions and the ease-of-use required by UDC while greatly
reducing the amount of time required for routine housekeeping operations. To ensure efficient use
of the investigative staff’s time, the recording architecture and system processing speed have been
carefully designed and integrated to provide immediate investigator access to monitor live
conversations with absolutely no impact to the on-going recording of all inmate calls. Privileged
numbers, as required by UDC policy, are designated within the system to prevent any inadvertent
call monitoring or recording.
The System Workstations are capable of showing real time call activity for investigative monitoring.
Investigators are able to view all calls in progress or all stations and simply select the call they wish
to monitor real-time without any interruption to the recording process and without detection (no
audible signaling or frequency) by the inmate or called party.
Regardless of whether the call is monitored, all calls are digitally (tapeless) recorded and archived for
subsequent playback on demand. From any System workstation, authorized personnel, with the
proper security access level, may search for calls by PIN, originating telephone stations number,
called number, and/or date/time and simply click on the desired call to listen to the recorded
conversation. The process is quick and simple and the calls are available for playback immediately
upon call completion. While listening, the investigator may add notes to the call recording file. In
addition, the investigator may select a pertinent portion of the recorded conversation, save it as a
separate file, add notes related to his/her findings and archive the recorded conversation on a CD.
This is accomplished with just a few clicks of a mouse.

4.1.22 Official UDC policies and procedures require that all inmate phone locations be "signed"
with the notice that "All inmate calls may be monitored and/or recorded at any time".
This statement of intent fulfills UDC’ legal requirements associated with inmate
monitoring and recording activities. The contractor must provide all signs. Signs should
be securely mounted (tamper proof), metal, non-combustible of a size clearly readable
from anywhere in the inmate phone area. A quantity “rule of thumb” follows: one sign for
each phone-area, e.g., a typical dayroom may have two to three inmate phones.
Therefore, one sign centrally located just over the phones would cover the signage
requirement for a given dayroom’s two to three phones. Based upon this logic, at the
present time, approximately 84 signs would be required at the Draper site and
approximately 12 signs would be required at the Gunnison site. Additionally, notification
of inmate calls being monitored and/or recorded must be provided by a pre-recorded
announcement at the beginning of each inmate phone call. A further positive

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acceptance is provided by requiring the called party to accept the call and acknowledge
recording and/or monitoring by pressing some digit to accept the call.
FSH Response:
Accept and Comply.
FSH will install the requested signs as required. Currently the signs are not in place per our
understanding of UDC’s policy. Notification of monitoring and recording of inmate calls is provided
to the inmate and the called party at the time the call is placed. The called party is required to
positively confirm notification of recording and monitoring by pressing “1” to accept the call.
Sealed dialing instructions in both English and Spanish may be mounted on the face of the inmate
telephone if required. Please see example below.

FSH INMATE TELEPHONE INSTRUCTION CARD

4.1.23 Recording/Monitoring System Requirements:
A. Digital recording capacity for all existing inmate lines plus expansion as needed
FSH Response:
Accept and Comply.
The FSH system currently in place includes a state-of-the-art digital recording and monitoring
system that provides the expected investigative functions and the ease-of-use required by UDC
while greatly reducing the amount of time required for routine housekeeping operations. The

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system is expandable as new housing units are added. FSH is prepared to expand the existing
system to provide inmate telephone service to the new Hickory unit under construction at
CUCF.

B. Capability to provide immediate, real time audible monitoring output from any
selected line or channel. If this function is accomplished over the internet using UDC
workstations, then the offeror must identify the amount of UDC LAN/WAN bandwidth
each investigative or monitoring station will utilize. Any and all UDC based
workstations that have internet access shall be capable of monitoring active
telephone calls. UDC currently has three workstations that can access the stored
(recorded) telephone conversations. The limitation of the three is based on decisions
made by UDC. In the future, UDC may expand the number of workstations that are
able to access stored (recorded) telephone conversations. The system shall be
capable of unlimited simultaneous access to recording/monitoring systems.
FSH Response:
Accept and Comply.
The FSH provided Inmate Phone System meets all requirements stated in this requirement. The
system is capable of expanding to the required number of workstations for recorded telephone
conversations or monitoring of active telephone calls as required by UDC.
The Focus 100 system provides immediate, real-time audible monitoring output with excellent
audio quality from any selected line or channel using the UDC LAN/WAN. To provide the
excellent audio quality customers typically demand the conversation is sent uncompressed to the
UDC workstation so up to 80Kbs of receive data should be allocated per workstation that is
actively monitoring calls. For instance, if 100 workstations can perform live monitoring but only 3
are concurrently monitoring calls then the bandwidth required is 80Kbs x 3 or 240Kbs of receive
data total.

C. All calls, except legal calls, must be recorded and stored on an on-site server. The
system must provide an integrated capability to monitor, record, store and retrieve
non-legal inmate phone conversations on a real time basis to enable UDC personnel
to quickly and efficiently find specific calls placed by individual inmates by name, PIN
number, number called, inmate phone used, etc. Recording of inmate phone calls
start at an off hook condition. Recordings must be stored on-line for one year with
the option to archive to CD, DVD and/or some other UDC approved medium.
Archived recordings/data must be stored on-site at the Draper and Gunnison
Prisons. The contractor may want to store the information at their site(s) in addition
to prison on-site storage.
FSH Response:
Accept and Comply.
The Focus 100 system in place at Draper and Gunnison were designed and installed to meet all
requirements listed in this question. The system “significantly” exceeds the requirement to store
recordings on-line for one year. All recordings are archived at Draper or Gunnison and are

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accessible to investigators or on site system administrators located at either site and can be
access quickly and efficiently by any of the search criteria’s as specified by UDC. Identified
legal calls are not recorded and are not accessible as required. Recording of inmate phone calls
starts as soon as an off hook condition exists.
Recordings and data are stored on-site at the Draper or Gunnison Prisons. Data is stored on site
on raid5 scsi hss disk arrays with a separate backup storage location. Both site servers databases are
replicated to the stand-alone HQ server which is a third separate data storage location.
As noted above, the installed system includes a state-of-the-art digital recording and monitoring
system that provides the expected investigative functions and the ease-of-use required by UDC
while greatly reducing the amount of time required for routine housekeeping operations. To
ensure efficient use of the investigative staff’s time, the recording architecture and system
processing speed have been carefully designed and integrated to provide immediate investigator
access to monitor live conversations with absolutely no impact to the on-going recording of all
inmate calls. Privileged numbers such as legal calls will be designated within the system to
prevent any inadvertent call monitoring or recording.
All Focus 100 recording and monitoring activities are facilitated by the organization and
presentation of function-specific display screens and point and click feature selection. Date and
time stamping of individual recordings is provided automatically on each voice file and remains
with the recording. Calls in progress are displayed on line so that investigators can easily identify
and select specific calls of interest to monitor.
Investigators will find easy to use point-and-click display screens for implementing recording
and monitoring operations across each site that will allow them to record all conversations, tag
for future use those conversations which will serve as evidentiary use, and identify those which
they may want to monitor live. It will also enable them to easily identify those numbers which
are tagged as not to be recorded, such as calls to attorneys. During playback, system resources
will be sufficient to ensure the minimum time required for voice file search, load, and playback.
Call records may also be backed up on site on CD for long-term storage and retrieval. Any
records stored in this manner may be retrieved/restored for purposes of reporting on the
workstations provided. The user may utilize 3-DES encryption for exported calls to provide the
highest level of security.

D. Recording “media” sufficient to maintain a twelve (12) month library of all inmate
(non-legal) conversations at the Draper and Gunnison sites
FSH Response:
Accept and Comply.
The Focus 100 system currently in place at both UDC facilities was engineered to provide a 12
month on line library of all inmate (non-legal conversations) and significantly exceeds the stated
requirement. As noted above, call records may also be backed up on site on CD for long-term
storage and retrieval. Any records stored in this manner may be retrieved/restored for purposes
of reporting on the workstations provided. The user may utilize 3-DES encryption for exported
calls to provide the highest level of security.

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E. High speed recording “downloading” function
FSH Response:
Accept and Comply.
To ensure efficient use of the investigative staff’s time, the recording architecture and system
processing speed have been carefully designed and integrated to provide immediate investigator
access to monitor live conversations with absolutely no impact to the on-going recording of all
inmate calls. Key files can be selected and downloaded to an alternate storage media for
support.

F. Monitoring and recording of TDD telephone calls with the exception of legal calls;
UDC-DIO desires that TDD calls be converted to text
FSH Response:
Accept and Comply.
Full TDD access is supported throughout the system. To meet the TDD requirements, FSH will
use the Ultratec SuperPrint model 200 or other model that meets the needs of UDC. The model
200 has a printout for locations that would like a record of the TTY conversation.
Also, the Focus 100 system can be configured to natively record TDD calls. The TDD calls can
then be played back and printed out at a later date via a TDD instrument connected to the user's
workstation.

G. All records and data prepared pursuant to the contract will belong to UDC. The
contractor shall maintain custody and control of such records and data while they
are in the possession of the contractor. At the contract’s conclusion, any/all such
records/data in the possession, custody and/or control of the contractor must be
transferred to UDC. At all times, the contractor shall keep confidential any/all records
and data. Contractor employees shall be allowed access to these files only as
needed for their duties related to the contract and in accordance with the rules
established by UDC. The contractor shall honor all policies and procedures for
safeguarding the confidentiality of such data. UDC staff authorized by the Director of
Corrections shall have complete access to records and data, whether stored on-site
or off-site.
FSH Response:
Accept and Comply.
FSH Communications purchased the required equipment to maintain all call records and
recordings from the previous equipment provider. The records and recordings remained
available for investigative purposes for the required 12 month period as will the current records
and recordings from the existing system. FSH system administrators and Value Added
Communications technicians recognize the importance of keeping all information strictly
confidential as required and will continue to honor all policies and procedures established by

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UDC.

H. The State requires the following inmate system investigative functionality:
1. Multi-level password security protection
FSH Response:
Accept and Comply.
The Security Level Access screen (also called User Level) determines the level of access the
facility staff member has to information and modifying settings in the system. 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.
Security Levels include:
• ADMIN- VAC
• FACILITY HQ- HQ Operators
• SUPER- HQ Supervisors
• TECHS- Techs
• CHIEF INV- Investigative
• CID- Investigators
• Intel- Facility Intelligence Officers
• MON- Monitors
• OPR- Outlying Operators

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2. Call monitoring and call recording
FSH Response:
Accept and Comply.
 
The Focus 100 features an analog and/or digital voice network interface, digital audio
recording and live call monitoring capability, and fully scalable CDR and audio storage
capacity.

3. Multiple investigative terminals, if needed
FSH Response:
Accept and Comply.
Multiple workstations are installed as defined by UDC’s RFP to accommodate both
administrative and investigative functions. The workstation consists of a Windows XP
PC platform, keyboard, and mouse, along with a 17” color monitor and printer.
Each workstation is provided with a multi-level password access control feature based on
the definitions and limitations set by UDC. If needs change, or personnel changes occur,
these settings may be quickly and easily modified on-site by UDC or via remote

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communication by the FSH support team.

4. The Draper and Gunnison sites must be connected to their respective inmate
system via a commercially available, reliable, high-speed LAN so that UDC
investigators at Draper can hear/review Gunnison inmate conversations and so
that UDC investigators at Gunnison can hear/review Draper inmate
conversations. The State’s, specifically DTS’, Wide Area Network (WAN) will not
be available for networking the two sites.
FSH Response:
Accept and Comply.
Investigators at Gunnison and Draper have full access of recorded conversations originating
from either facility as required above. Access is the State’s and specifically DTS’s WAN is
not used to network the two sites.
The Focus 100 and administrative workstation is installed on a Local Area Network and has
the desired capabilities (query, display or print) based on the user’s security access level.
The system and its components operate utilizing proprietary software specifically designed
for use in corrections applications. The State’s (DTS) Wide Area Network is not being
utilized.

5. UDC investigative personnel must be able to manage inmate ID codes, debit
accounts, generate call detail reports and view call records by phone number
called, phone number calling, time of day, etc.
FSH Response:
Accept and Comply.
The FSH provided inmate telephone system allows UDC investigative personnel as well as
the two FSH system administrators complete access to all of the specified reports (phone
number called phone number calling time of day etc.) as well as many other reports not
listed.
 

6. UDC investigative personnel must be able to manage call block lists on a real
time basis.
FSH Response:
Accept and Comply.
FSH or UDC investigative personnel can block access to virtually an unlimited number of 11digit phone numbers or entire classes of dialing from any inmate phone on a real time basis.
Restricted numbers can be programmed into the system at no charge, either by your FSH
system administrator or from a remote location. Call blocking prevents harassing phone calls
to correctional facility employees, judges, lawyers, known criminal associates and other
individuals or entities who wish not to be contacted by inmates.
The System Workstations are capable of showing real time call activity for investigative
monitoring. Investigators are able to view all calls in progress or all stations and simply
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select the call they wish to monitor real-time without any interruption to the recording
process and without detection (no audible signaling or frequency) by the inmate or called
party.

7. UDC investigative personnel must be able to disable individual inmate
telephones and/or all inmate telephones on a real time basis.
FSH Response:
Accept and Comply.
The Focus 100 system provides the ability to enable or disable inmate phones on a real time
basis through any system workstation with the appropriate user level. The function,
enable/disable inmate phones permits the user to disable individual inmate phones, living units
or the entire facility. In addition, phone shut-down may be accomplished “gracefully” shutting
down all phones once the current conversation is complete or abruptly, terminating all calls and
performing phone shut down immediately. It is important to note that this function can be
performed from a remote workstation – which is useful in an emergency situation where the site
workstations may not be accessible.
FSH also has installed and maintains manual cut off keys in each housing unit as required UDC.

8. UDC investigative personnel must have the ability to enable “free” calls to
specified numbers, e.g., legal aid, etc.
FSH Response:
Accept and Comply.
FSH provides free local calls to numbers approved by Utah DOC personnel.
The Focus 100 system has the capability to allow for a database of calls to be routed as free
calls. During the installation process, FSH transferred all previously identified free local
calls to the
Focus 100 system. Unless specified by the UDC such as may be the case with
Legal calls, the free calls are subject to the same restrictions, recording and time limitations.

4.1.24 Inmate system must be capable of automatically eliminating any monitoring and/or
recording of specifically identified categories of calls such as calls placed to legal counsel.
This function may be accomplished by the special routing of such calls or through system
programming, etc. Meeting this requirement is the sole responsibility of the contractor.
When an inmate submits a number request form indicating that a number is that of his
attorney, then the contractor must verify that the number listed is in fact an attorney or
legal counsel and subsequently protect calls placed to that number. The process the
contractor uses to confirm a number requested qualifies for legal counsel status is up to
the contractor to develop.
FSH Response:
Accept and Comply.

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FSH system administrators verify every submitted attorney or legal counsel request prior to placing
the number on an inmate’s call list. Once a telephone number is verified as an approved legal call,
monitoring and recording are disabled.
The Focus 100 system offers a variety of options in establishing call treatment that allow for attorney
or other privileged communications to be handled uniquely. Public Defender and Attorney numbers
can be designated as “do not record” to ensure privacy. In addition, the call length can also be
established uniquely to set attorney-client calls at a different parameter than general inmate calls.
The Focus 100 system is set up so that if an inmates calling privileges have been suspended, by
UDC, identified attorney or legal calls may still be allowed.

4.1.25 Contractor is required to provide (employ) and fund, minimally, one full-time (40 hours
per week) system administrator/technician to be assigned to the Utah State Prison Draper and, minimally, one full-time (40 hours per week) system
administrator/technician to be assigned to the Central Utah Correctional Facility (CUCF)
- Gunnison. The current two system administrators/technicians are employees of FSH.
Additional personnel must be added if deemed necessary to accommodate increased
workloads. The number of additional site administrators/technicians will be negotiated
between UDC and the contractor. Site administrators/technicians must be available
7X24. They need not be physically present during non-business hours; however, they
must be available at all times. The contractor must ensure "in state" coverage when site
administrator(s) are unavailable, e.g., vacation, illness, emergency leave, etc. For
example, a Draper site administrator/technician may “remotely” cover for the CUCF site
administrator/technician and vice versa. The contractor must notify UDC anytime a site
administrator/technician is not on-site and the contractor must arrange with UDC for
coverage when an administrator/technician, for example, is going on vacation. UDC will
work with the contractor to establish acceptable 7X24 coverage utilizing site system
administrators/technicians, call-out plans, escalation plans, after-hours call center(s),
etc. The State’s willingness to adopt a “reasonable” approach to 7X24 system
administrator/technician “availability” alters, in no way, the State’s must requirement that
the contractor provide a minimum of two full-time (40 hours per week) site system
administrators/technicians. Administrators/technicians must be fully trained and
equipped to perform all functions related to the normal day-to-day operation and
maintenance of the inmate system including, but not limited to, the following: training,
required line testing, equipment testing, phone repairs and/or replacement, database
information collection, data screening, data input, custom report generation, inmate
contacts, operation of the recording system, etc. System administrators/technicians
must work closely with designated UDC personnel, at each site, to keep the inmate
system running at maximum efficiency, meet the communications needs of the inmate
population, assist in responding to (answering) grievances, and eliminate operational
problems and security hazards as quickly as possible.
FSH Response:
Accept and Comply.
 

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FSH has three Utah site administrators fully trained on the Focus 100 system with additional support
from the FSH inmate service center and the VAC technical support center. FSH provides dedicated
phone lines at Draper and Gunnison with call forwarding capabilities. During a normal work week
the Gunnison site administrator works from 6 AM – 2 PM and the Draper site administrator works
from 9 AM – 5 PM providing 11 hours of continuous coverage. The three fully trained Utah site
administrators are supported by 2 Salt Lake City based and 1 Southern Utah FSH technicians and 3
Salt Lake City based management employees and the FSH Inmate support center located in
Portland Oregon.
Site administrators are available as required by UDC with backup as specified by UDC. Any change
in schedule when the site administrator will be offsite is pre-approved by UDC personnel.
Requests for repair or service may be made directly to the onsite full time system administrators, or
via email (inmate@fshcommunications.comm) to the FSH Corrections’ Customer Service Team 24
hours per day, seven days a week, three hundred and sixty-five days per year.
Another option is for UDC or Facility to call the FSH Customer Care Center at 800-592-9488 which
will connect directly to our Inmate Specialists who will obtain the specifics and dispatch local
technicians.
All dispatches are tracked from initial request through completion. The Customer, Dale
Cherrington, FSH Account Executive and UDC’s single point of contact, the Technicians and their
Manager, as well as our technology associates will also be notified of dispatch to ensure contractual
compliance and UDC’s complete satisfaction. A complete Trouble Reporting and Escalation
document will be provided to UDC and all necessary personnel.
There is also a system support group known as the TAC (Technical Assistance Center) which will
provide customer service/technical support twenty-four (24) hours a day, seven (7) days a week
basis, three hundred and sixty-five (365) days a year. Many system-related problems can be remotely
corrected from the TAC without a field dispatch. FSH personnel have access to the system’s
Trouble Ticket tracking, and should trouble be detected immediate action is taken by the remote
service engineers who in most cases can repair or reboot the system without the State’s notice of a
problem. If an on-site person is required, VAC TAC has the ability to escalate trouble reports as well
as dispatch technicians. VAC strives to provide superior service level agreements by dispatching
repair personnel promptly after reasonable notice has been given.

4.1.26 Contractor will designate a limited number of their personnel, including the site system
administrators/technicians, to work at UDC sites. Contractor personnel must pass criminal
identification and records checks before being issued UDC contractor identification cards
which they will be required to have on their person to enter and work within UDC facilities.
They must also agree to sign a standard UDC document which prohibits the forming of
and/or carrying on of any personal relationships (fraternizing) between prison staff, contract
staff, volunteers and/or inmate(s). Describe how you, as a contractor, will select your site
administrators/technicians and other UDC-assigned personnel.
FSH Response:
Accept and Comply

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FSH currently has six (6) personnel with security clearance and UDC contractor ID cards including two
Salt Lake Management employees. The three site administrators assigned to UDC provide 80 hours per
week system administration at USP and CUCF. All FSH employees assigned to UDC sites understand
the requirements limiting contact with inmates and others personnel as listed above.
The full time site administrators were selected based upon their knowledge of telecommunications,
previous experience and successfully passing a mandatory drug and criminal background check.
Elissa Thompson, the FSH system administrator at CUCF has been in place for 3 ½ years and became a
full time FSH employee in September 2006. Ray Eberly, the FSH full time site administrator at USP, has
been in place since September 2006 and has over 3 ½ years of telecommunications experience. Jeff
Rawlins has worked for FSH, Qwest, U S WEST and Mountain Bell for over 30 years and provides back
up support for both USP and CUCF.
FSH also has two Salt Lake City based management employees directly responsible for overseeing all
aspects of service and account management of the UDC inmate telephone system. Mike Goeckeritz and
Dale Cherrington each have over 30 years with FSH , Qwest, US WEST and Mountain Bell. Mike
Goeckeritz has had supervisory responsibility for the service and repair functions at the USP and CUCF
facilities during the past two contracts and Dale Cherrington has been responsible for the account
management of the UDC contract since 1984.

4.1.27 UDC reserves the right to shut down inmate telephones and to limit inmate access to
inmate telephones in any/all areas if deemed necessary to manage the inmate population
and/or to maintain security of UDC facilities.
FSH Response:
Accept and Comply.
FSH agrees with this requirement and has assisted UDC in meeting this requirement when required.

4.1.28 Inmate system must be capable of being shut down quickly and selectively in
emergency situations by either or both the contractor and/or UDC. There must be a
manual switch in each housing control room for each inmate phone installed in that
housing area. Inmate system must be able to be shutdown globally, by facility, by
housing unit and/or by individual phone. It must also be capable of restricting any/all
PINs and/or voice recognition access. Describe what contractor steps would be taken to
ensure integrity of all system data should any of the aforementioned situations take
place, and describe how the inmate system would be recovered from an emergency
shutdown.
FSH Response:
Accept and Comply.
 
Manual shut off keys, provided by FSH are in place in each housing area and are available to quickly or
selectively shut down the phone system in emergency situations or as required by UDC personnel.
The System provides the ability to enable or disable inmate phones on demand through any system

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workstation. The function, enable/disable inmate phones permits the user to disable individual inmate
phones, living units or the entire facility. In addition, phone shut-down may be accomplished
“gracefully” shutting down all phones once the current conversation is complete or abruptly, terminating
all calls and performing phone shut down immediately. It is important to note that this function can be
performed from a remote workstation – which is useful in an emergency situation where the site
workstations may not be accessible.
There is also a system support group known as the TAC (Technical Assistance Center) which will
provide customer service/technical support twenty-four (24) hours a day, seven (7) days a week basis,
three hundred and sixty-five (365) days a year. TAC can remotely shut down globally, by facility, by
housing unit and/ or by individual phone if required. Many system-related problems can be remotely
corrected from the TAC without a field dispatch. FSH personnel have access to the system’s Trouble
Ticket tracking, and should trouble be detected immediate action is taken by the remote service
engineers who in most cases can repair or reboot the system without the State’s notice of a problem. If
an on-site person is required, TAC has the ability to escalate trouble reports as well as dispatch
technicians. We strive to provide superior service level agreements by dispatching repair personnel
promptly after reasonable notice has been given.
The onsite system administrators at CUCF and USP also can disable the phones at either facility if
required.

4.1.29 Contractor must provide appropriate training and familiarization to the inmate population
and UDC site electronics personnel, etc. on the proper functioning/use of the inmate
system. Such training would allow UDC personnel to readily identify "real" problems and
to instruct inmates, as well as other UDC staff, about system features, limitations, etc.
Training must be provided at no cost to the State. Describe your proposed training;
include course descriptions, etc.
FSH Response:
Accept and Comply.
 
All training for the inmate telephone system is provided at no cost to the State.
FSH provided on site training during change over to new system along with web browser training
Follow up training is available as required or desired by UDC personnel. Previous training included
visits to every control room to demonstrate new live monitoring capability. Investigator workstations
provided by FSH allows the technical support center to remotely assist or provide additional training
directly on the investigator workstation.
FSH recognizes the need to provide system administration training to those responsible for day-today 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 best accomplished through hands-on training
following system activation.
As part of the installation process, we provide system training to all identified personnel. As the
needs of each facility are further defined, we will adjust staffing and procedures to ensure that
administrative functions are addressed in a timely manner and that the support level identified is met

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or exceeded in all cases. In addition to providing trained site administrators and technical
personnel, the installation team will include several experienced system trainers to review all
functions of the new system with appropriate personnel. This will include use and operation of the
system from the inmate’s perspective, basic system administration (PINs, 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.
User’s manuals (hard copy and/or CD ROM) are provided to each facility containing workstation
information, phone dialing instructions, and forms for tracking system changes. In addition, Site
Administrators and technical support personnel are available to assist with any questions that may
arise.
On-site training is conducted immediately upon the installation 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 operation of the system from the inmate’s perspective, basic system
administration (Call Processing, 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.
The comprehensive training curriculum is designed to cover complete system administration and all
investigative tools described below.
To further support the initial training sessions, the software provides context-specific help screens to
assist the user during any process. By simply pressing the F1 key, a help window will appear with
contents targeted toward the software function in use.
User manuals which provide detailed step-by-step documentation are also provided to each facility.
The Quick Reference Guides with easy reference to the most used applications within the system
will be provided to system users. In addition, a refresher training session can be conducted remotely
through WebEx. The final source of training is the Technical Assistance Center which is staffed
with live technical reps that can assist the users with any question, 24 hours a day, 7 days a week, 365
days a year.
SAMPLE - Training Course Outline
Introduction
Workstation Access
Control

System Administration

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Overview of the Inmate calling System functions and features
Overview
User ID Management
Security Level Access Management
User Alerts
Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Control
Block List Administration
Telephone List Update
Enable/Disable Telephones
Account Overview

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SAMPLE - Training Course Outline

Reporting/Investigativ
e Functions

Calling Process

Add a New Inmate Account
Update Inmate Information
Update Inmate Phone List
Transfer Inmate Between Facilities
View Calls in Progress
SPY – Monitoring
SPY – Snitch Investigator Notification
General Reporting Capabilities Defining Report Parameters
Save & Reprint Reports
Financial Reports
Maintenance Reports
Investigative Reports
Monthly Revenue Reports
Shadow Recording
Placing a Call
Dialing Instructions
Direct Dialed Calls
Collect Calls
Local Calls
International Calls
Call Results Announcements

4.1.30 All inmate calls must be blocked in such a way that the inmate cannot hear: 1) the operator
make contact with the called party, or 2) responses from the called party.
FSH Response:
Accept and Comply.
 
Upon successful completion of inmate dialing, the Focus 100 system voice prompts will advise the
inmate “Your call is being processed”. At this time, the inmate is separated from the outgoing call
process. Although they can hear the call progress and system announcements, they cannot hear or
communicate with the called party until positive acceptance of call is received. While the inmate is
not muted; the talk path is not connected.

4.1.31 Inmate system must utilize mechanized (electronic) operators. UDC has found that a
mechanized operator system carries inherently less legal liability.
FSH Response:
Accept and Comply.
Using the “Class of Service” option, the Focus 100 system offers the following features utilizing a
mechanized (electronic) operator:

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•
•
•

•
•

•
•
•

•
•
•
•

Inmate Communication Systems / Services

Automated attendant for call setup- The offender will hear a recording that walk them through
the call process. At no time is an offender allowed contact with a live operator.
Voice prompts will be available in English and Spanish. If the offender chooses prompts in
either language, the called party will hear the same language.
To enable the called party to know from whom the call is originating, the Focus 100 system PIN
assignment feature includes a provision for the offender (or administrator) to record the
offender’s name in their preferred language to the Focus 100 automated attendant. The
offender’s recorded name is then associated with the offender’s PIN for all Focus 100 system
operations. When the offender places a call, PIN entry will invoke the offender’s pre-recorded
voice. The Focus 100 system will continue to use this recording for all calls placed by that
offender.
The name of each FACILITY will be recorded and announced to the called party by the
automated attendant.
The called party will be offered the option of hearing the rate of the call and they can bypass the
option by pressing a single digit on their digital phone or dialing a single digit on their rotary
phone. The Focus 100 system is designed to detect the signal of the rotary dial phone.
The called party will hear a recording notifying them the call may be monitored or recorded.
Properly placed attorney calls will be tagged for no monitoring or recording.
The Focus 100 system can be programmed to play random messages in either English or
Spanish announcing the name of the Facility however this feature is not activated at either site.
The Focus 100 system is programmed for the offender and the called party to hear an
announcement notifying them the call is about to end. Timing of the announcement is
programmed to meet each Facility’s requirements.
The Focus 100 system is programmed to allow offenders to place calls to numbers on their allow
phone list only.
The Focus 100 system is programmed to turn on and off automatically at times determined by
each Facility.
The Focus 100 system will allow the FACILITY to set up individual offender call times, by PIN.
The Focus 100 system may be programmed to limit times between calls. The limit will be
determined by the FACILITY.

4.1.32 Inmate system must have the capability to process calls and provide announcements in
English, in Spanish, as well as additional languages; list all languages that your proposed
inmate system would support. Announcement capabilities must be programmable. UDC
personnel must approve the wording of announcements. UDC is interested in having the
capability to utilize a periodic "voice overlay announcement" during inmate conversations.
FSH Response:
Accept and Comply
The Focus 100 system is set up to provide announcements in English and Spanish. Other languages are
available as required by UDC and are programmable. The current announcements were approved
previously by UDC. A periodic “voice overlay announcement” is available but not currently activated.

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Multilingual prompts and announcements are available. English and Spanish voice prompts are
standard on the Focus 100 system. The Focus 100 system can be programmed to accommodate up to ten
languages.
Prompt translation and recording are available in the languages shown in table below.

Available Languages
Multi-Lingual Prompt Translation and Recording
Arabic
British
Cantonese
Czech
Danish
Dutch

English
Farsi
Finnish
Flemish
French
French Canadian

German
Hebrew
Italian
Japanese
Khmer
Korean

Mandarin
Norwegian
Polish
Portuguese
Russian
Somali

Spanish
(4 regions)
Swedish
Taiwanese
Turkish
Vietnamese

FSH will work with the State to address any needs for additional language support.
Use of intermittent call branding is found to deter fraud:
Random Voice
Overlay

Provides random voice overlay telling
all call parties that the call is originating
from an inmate at a correctional
facility.

Provides warning to unknowing call recipients
– provides some protection against the
potential negatives of three-way calling without
using detection methods.

Three-way call
Detection Voice
Overlay Warning

Detects three-way call attempts and
initiates a voice overlay announcement.

Provides notice to third party that they are
speaking to an inmate at a correctional facility.
This is helpful in warning unknowing third
parties so that they can report the activity
and/or terminate the call.

4.1.33 UDC prefers a premise-based, database type inmate system minimally capable of the
following functions or their functional equivalents:
A. Assignment of a “Personal Identification Number” (PIN) to each inmate A pin number
of some numeric value must always be assigned to the inmate. The current PIN
number is the inmate’s USP number but that number could change to his/her
offender number, BCI number or any number assigned by UDC. In any case, the
PIN number will be verified via some type of bio-based system for positive inmate
caller identification as required in paragraph 4.1.39.
FSH Response:
Accept and Comply
The inmate telephone system (Focus 100 system) is configured so that when UDC elects to use
the offender number as the inmate pin the system can change without any loss of inmate calling

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records.
Focus 100 system interfaces with UDC jail management system (O Track) to automatically
assign pin’s – change inmates housing assignment – restrict inmates to inmate phones in their
assigned living revoke Inmates calling privileges or suspend an inmates pin while they are away
from the facility. The interface updates the Focus 100 system database once per hour.
The Focus 100 system is designed so that if UDC determines to change the inmates PIN from
their USP number to their offender number the change can easily be transitioned.
PIN Numbers are verified by Voice print technology as discussed in 4.1.39. PIN Numbers are
also restricted to an inmate’s living unit as identified by UDC’s “O Track” program.

B. Ability to regulate and/or restrict numbers called by an inmate using their PIN
FSH Response:
Accept and Comply
Call lists are maintained by onsite FSH System administrators.
Using PIN Control, each inmate can be restricted to calling only approved numbers on an
inmate-specific list. Any PIN can be disabled as directed by UDC, revoking a specific inmate’s
phone privileges.

C. Ability to deny call privileges to one or more PINs at anytime
FSH Response:
Accept and Comply
Inmate metering is updated daily via information from UDC (“O Track”) data base. The Focus
100 system allows users to define an Inmate “Class of Service” (COS) that can be assigned to any
inmate account. If the Inmate COS is changed all inmate accounts that are using that COS will
then start using the new setting. This feature is typically used when inmates have multiple
calling restriction levels so that several Inmate COSs will be defined and can be changed for
individual inmates based on behavior or living unit assignment.
The Focus 100 system systems at CUCF and USP are set up in the following manner
¾
Level 2 Inmates
¾
A level
Legal calls only]
¾
B Level
1 call per week
¾
C Level
2 calls per week
¾
D Level
3 calls per week
¾
E Level
4 calls per week
¾
F Level
unlimited calls
¾
Level 3, 4, 5 Inmates
¾
G Level
Legal calls only
¾
H Level
1 call per month

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¾
¾
¾
¾
¾
¾
¾

I Level
J Level
K Level
L Level
M Level
N Level
O–Q

Inmate Communication Systems / Services

2 calls a month
3 calls a month
4 calls a month
2 calls a week
3 calls a week
4 calls a week
Unlimited calls

Inmate accounts can also have individual settings so it is not required that an inmate account
have an Inmate COS assigned to it.

D. Ability to restrict certain telephone numbers, e.g., 800, 888 and 900 by all phones,
by all PINs, by specific PINs, etc.
FSH Response:
Accept and Comply
The Focus 100 system is programmed to block all access to directory assistance access numbers
such as 0, 00, 411,555-1212, 911 and other emergency numbers and to block calls to local numbers
and exchanges which access NPAs such as 550, 700, 900, 976-xxx, etc. As new numbers are
introduced to the calling market FSH will routinely update the FOCUS system-wide local
number restriction database.
The Focus 100 system is programmed to block all calls made to telephone numbers such as the
numbers of the correctional institutions, state official telephones, and other established the
institution. Inmate phones are automatically blocked from receiving incoming calls.
The Focus 100 system is programmed to block calls to access long distance carriers such as 950xxx, toll free, 10XXX, or other means.

E. Ability to time various call types, e.g., attorney, clergy, family, etc., selectively by
different time frames, by all PINs, by specific PINs, by specific telephone number,
etc.; must have programmable time-out announcements as approved by UDC (UDC
presently allows 30 minute inmate calls).
FSH Response:
Accept and Comply
The Focus 100 system platform is very flexible and provides UDC the ability to have fixed
allowed times for the various call types by all PINs or by specific PINs and by specific inmate
phones with programmable time-out announcements. Call lengths are adjustable by call type
and are currently set to the length requested by UDC.

F. Ability, if authorized by UDC, to selectively customize call billings by PIN to allow
free calls to specific call types, e.g., attorney (free calls are allowed to the Disability
Law Center and to the State’s TDD relay service provider) or to redirect call payment
responsibility to the individual inmate, to an inmate store/commissary account or to

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some other authorized funding source. UDC handles commissary functions through
Utah Correctional Industries (UCI).
FSH Response:
Accept and Comply
The Focus 100 system meets all of the above requirements and FSH provides selective free local
calls based upon UDC’s policies. Redirecting call payment to an inmate store/commissary
account would require a data connection between the Focus 100 system and the UDC’s
commissary system, similar to the interface existing between UDC’s “O Track” JMS and the
Focus 100 inmate telephone’ An option already installed but not activated, per UDC allows for
debit calling or pre-paid card options. The option can easily be activate if UDC determines to
allow debit ore pre-paid calling.

G. Inmate system must include error prompts, initial contact with called party,
verification of acceptance of charges, announcement of an inmate name, that the
call is from an inmate at a UDC facility, cost of the call and how to accept or reject
the call.
FSH Response:
Accept and Comply
The Focus 100 system states that the call has originated from either the Draper of Gunnison
facility as appropriate and provides the inmate call processing prompts, called party branding
messages, positive acceptance functionality, inmate name, site branding, cost of call, and
instructions for accepting or rejecting calls. Additionally, the Focus 100 system provides the
called party the ability to automatically block future calls from the inmate if desired. Called
numbers unable to accept collect calling are allowed a one time complimentary one minute (1)
phone call. The called party is also advised the process to set up a pre-paid account. Calls to
cell phones are not allowed per UDC policy.

H. Following the dialing sequence, the inmate must be put “on hold”. The inmate must
not be permitted to monitor call progress and must not be allowed to communicate
with the called party until the call is positively accepted.
FSH Response:
Accept and Comply
The Inmate’s voice is pre-recorded during voice print enrollment and they are not allowed any
communication until the call is accepted. The Inmate is able to hear the called party answer the
phone however no other communication takes place until the call is accepted by the called party

4.1.34 At the end of the contract term, all databases of users, PINs, allowed and/or blocked calls,
etc. become the property of the State.
FSH Response:
Accept and Comply.

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The above information will be made available at the end of the contract term as requested.

4.1.35 Inmate system must store all call records and system database records on-site and be
capable of producing real-time, on demand custom calling reports for investigative and/or
for audit purposes. These reports should include all calls by PIN number, all calls from a
specific PIN to a specific telephone number, frequently called numbers, etc. All reports
should be capable of including date, time, originating telephone number, originating PIN,
call duration, number called, etc. Contractor will provide remote terminal(s) and/or
connection to the UDC computer system for generating such reports at additional
authorized locations in addition to the contractor’s system administration terminals. System
security must be available to restrict UDC personnel to various levels of system access.
The capability to generate call reports and/or to review call data must be available at each
system site. UDC wants to regularly receive reports that identify system rejected call
attempts and/or calls refused by the called party. The data storage system must include a
permanent storage medium and appropriate safeguards to protect against any loss of call
data in the event of power failures, equipment failures, etc.
FSH Response:
Accept and Comply
The Focus 100 system provides UDC the ability to generate real-time on-demand investigative and
multi-functional audit (e.g. call usage, number use patterns, financial analysis, etc.) reports from the
UDC user workstations or from the FSH provided workstations. These reports include all calls by
PIN number, all calls from a specific PIN to a specific telephone number, frequently called numbers,
etc. All reports are capable of including date, time, originating telephone number, originating PIN, call
duration, number called, etc. The reports are available to the users with the proper authorization for
each system site and provides reports that identify system rejected call attempts and/or calls refused by
the called party.
Data is stored on site on raid5 scsi hss disk arrays with a separate backup storage location. Both site
servers databases are replicated to the stand-alone HQ server which is a third separate data storage
location.
The reports may be pulled by authorized UDC personnel at either Draper or CUCF, FSH on site system
administrators or remotely by the FSH inmate support center of the VAC technical support center.

4.1.36 Inmate system must have the capability to generate real time special reports and to sort
data by different categories. What is the time lag from when an inmate phone is dialed until
identification, e.g., a print out, of the dialed number is available? Can your system generate
"red flag alarms" when specific numbers are called, etc.?
FSH Response:
Accept and Comply
Reports detailing identification of dialed numbers from the inmate phones are available immediately
and red flag alarms or alerts are generated as soon as the “red flag number is dialed.

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The Focus 100 system provides two separate alert functions that will notify investigators of alerted
calls, while investigators are sitting at their workstation and /or remote notification, as established.

Workstation Alert – Authorized users of different access levels may establish alert call settings based
on inmate, inmate phone, or called number. When a call matches the alert setting, active users
belonging to the appropriate security access level are visually notified.

 

V- Alert – The SNITCH feature permits site investigative personnel to identify “hot numbers” which
may be either a specific inmate(s) or called telephone number. Each “hot number” entry is
associated with a notification telephone number and alternate number. When the “hot number is
called”, the investigator receives a notification call, answers, enters a PIN and may then listen to the
conversation in progress.

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Authorized users can place alerts on individual telephone numbers, choose to record or not record
calls made to the number, and create comments pertinent to each telephone number on an inmate’s
list.
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 inmate 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.
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 information in chronological order:
− Facility Name
− Facility Code
− ID (inmate's ID number)
− Inmate Name
− Dialed Digits
− Alert
− Date/Time (of call)
− Station
− Cost (of call)
− Total Number of Alerted Calls for the Facility

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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 inmate 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.
The Focus 100 also has the option to call an Investigator’s phone number to announce an alert.
This feature, called SNITCH can be activated at the PSCO’s discretion. The alert notification
system announces to the Investigator that an alert event has occurred and requires him to enter a
Personal Identification Number (PIN) as security to ensure the correct person has answered the
phone. Once the PIN is entered and verified, 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 contact 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 alert is logged
on the CDR record for the call of interest for subsequent playback, appending of notes and copying
to a CD, if desired.
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 be any
designated telephone (cell or any other number) or pager number. In the event that the initial call
is not answered, a second number can be designated as a back-up number to alert investigators of
the targeted call.
In addition, the system contains the Alert Notification Report, which provides details 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.

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4.1.37 Inmates are currently allowed ten telephone numbers on their individual calling list. They
are allowed to revise their calling list once during a thirty day period. Describe your inmate
system’s capability to selectively restrict inmate calling.
FSH Response:
Accept and Comply
The installed inmate telephone system at Draper & Gunnison is administered according to the
requirements as stated above and is set to limit inmate calling to ten telephone numbers.
The system was recently upgraded to allow UDC to restrict inmates calling if requested without
restricting access to attorney calls.
As required, the Focus 100 system is configured with PIN numbers to identify each inmate. Further,
each inmate account has a defined list of allowed numbers (“calling list”) which the inmate is
permitted to call. The size of this list can be defined by the State and may be as large as 30 numbers
per inmate.
In addition to the inmate specific allowed call list, the UDC may specify a “global” list of allowed
numbers which are accessible by all inmates. These numbers do not impact the inmate-specific
calling list. Inmates are strictly prohibited from calling any number that is not either a) present on
their personal allowed calling list or b) present on the globally allowed calling list.

As the screen demonstrates, each number listed on the inmate’s calling list can have a variety of
parameters. Each entry can have a description of the number, the preferred language of the called party,
a Record/Do Not Record indicator, a restriction to all allow Debit and/or Collect calls and the ability to
raise an alert to the UDC investigator’s for calls placed by that inmate to that specific called number.

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The Focus 100 system also provides an Inmate Phone List Self-Learn Feature which allows the
inmate to place calls until his phone list contains the maximum allowed telephone numbers as
established by UDC. Telephone numbers that will not be 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. While

this feature is available at UDC is not activated based upon UDC policy. Telephone numbers on the
inmates account list are entered by the FSH on-site system administrators.

4.1.38 Contractor’s system administrators must process inmate phone number requests and
subsequently update the database. In order to protect the contractor from being
inundated by numerous and/or frivolous requests for number changes and/or additions,
system administrators will only be “required” by UDC to change an inmate’s calling list
once during any given 30 day period. Note: It may be in the contractor’s best “revenue
interest” to make more frequent changes.
Describe how you would enroll current offenders into your inmate communication
system and how you would maintain the process of enrolling new offenders.
UDC’ inmate telephone request form is attached; it is entitled “Attachment VIII - Inmate
Telephone Request Form”.
FSH Response:
Accept and Comply
New offenders are added to the inmate communication system through an interface with UDC’s O
Track system. The inmate then submits an inmate telephone request form (Attachment VIII). The
FSH site administrator reviews the form to make sure it complies with UDC policies and then inputs the
information into the inmate communication system
Site administrators receive inmate call requests daily and process requests on a first in first out basis –
call lists are usually processed within two days of receipt. FSH is willing to discuss procedures that
would help maintain a once every 30 day change rule.
Periodically or as often as required the site administrators will provide a report listing all inmates that
have the same telephone number on their call lists. We have found the report to very valuable
investigative tool.

4.1.39 Inmate system must have the capability of restricting specific PINs to specific inmate
telephones, thereby stopping an inmate from utilizing an inmate telephone in a housing
area other than their own. The incumbent inmate system contractor utilizes "voice print"
technology in the matching of a specific PIN to a specific inmate’s voice. UDC requires
some type of bio-based verification system for positive inmate caller identification, e.g.,
voice print, thumb print, whatever. Describe what bio-based technology your proposed
inmate system utilizes; include: 1) how the technology works, 2) how long the

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technology has been in service, 3) the number of false positives and the number of false
negatives, 4) a reliability statement, 5) a reliability percentage and 6) a list of
correctional facilities that you serve that are currently using the proposed technology.
FSH Response:
Accept and Comply
FSH has found the voice verification works very well when accompanied by supervised enrollment as
was used when the voice verification system was activated in November of 2006 at both facilities.
A feature new to the current inmate phone system (Focus 100 system) is the ability to restrict inmate pins
to their assigned living units. This is accomplished with the interface between UDC’s “O Track” jail
management system and the inmate phone processor. PIN numbers, and inmate living units are
updated hourly. Inmates that are temporarily away from the facility due to court appearances or
transfers have their PIN’s suspended in order to prevent any unauthorized phone attempts.
The inmate phone system has the capability to transfer Inmate call records and call lists when
transferred from one facility to the other.
The Focus 100 system comes equipped with the ability to control in PIN’s with regards to specific
living units and even so far as specific phones within the living unit. This degree of control prevents
the inmate from perpetrating PIN fraud.
An additional level of security relating to the PIN control is found in the V-PIN feature. This
powerful biometric insures the identity of the inmate by comparing the PIN number he has put in at
the phone with his voice signature.
After extensive development and testing, the V-PIN feature was released to the inmate marketplace
in the fourth quarter of 2004. V-PIN has been successfully deployed with in the inmate community
since that time.
V-PIN makes it very easy on the facility to insure that PIN fraud is stopped. When an inmate is
initially booked into a facility, they are asked to speak their name and have their voice signature
recorded. The name, word or phrase the inmate speaks at that time will then be utilized as the
verification print for all future phone calls. By the inmate using the same name, word or phrase they
initially recorded, the system is enhanced by not having to search through a myriad of voice prints
seeking a match.
V-PIN was designed to take advantage of the fact that each individual has a voice signature, which
just like a fingerprint, cannot be imitated by others. VAC performed benchmark testing at a high
traffic facility with over 210,000 attempts/completions. V-PIN performed with a 99.42% accuracy
which had a false positive rate of less than .86% and a false negative rate of less than .89%.
We believe that the reliability of V-PIN is the flagship in the industry. As will all of VAC’s products,
we believe that quality and reliability are paramount prior to the release of any software or hardware.
V-PIN meets/exceeds the exacting standards set forth within VAC.
While the system is installed at various facilities within the inmate market space including both

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UDC facilities, we cannot supply the name of the facilities with prior written consent. Due to the
nature of V-PIN, facilities do not want the fact that such technology is used to be widely known for
security purposes. In most cases, we have signed a non-disclosure and therefore cannot point out
specific sites without agreement and joint knowledge regarding non-disclosure agreements.
For the tightest control of inmate calls the Facility would choose a PIN system which provides the
administrator the ability to place individual controls on each inmate. The screenshot below shows
the Web-Focus 100 system control screen for an inmate’s account when using the PIN feature.

Inmate Account Control
The screenshot above details the call controls which may be placed on an inmate’s telephone
account if PINs are used. Other controls may be placed on individual telephones if the facility
determines not to use the PIN method of controlling inmate calls. The controls may be set
individually for each inmate or many inmates may be assigned a Class of Service (COS) which is a
quick way of assigning the same call controls to many inmates at once. The following are call
controls which may be placed on inmate accounts.
Quantity controls (may be set for Collect, Debit, or both)
• Number of calls per day

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•
•
•
•
•
•
•

Inmate Communication Systems / Services

Number of calls per week
Number of calls per month
Number of minutes per day
Number of minutes per week
Number of minutes per month
Minutes between calls (one setting for both Collect and Debit calls)
Minutes per call

Other controls if appropriate include:
•
•
•
•
•
•
•
•
•

February 27, 2008

Number of Focus 100 system Inquiries (listen to Focus 100 system account information)
Number of Commissary Inquiries (listen to Commissary information)
Require Approved Number List - Collect
Require Approved Number List - Debit
Allow Special Number List (A special list of numbers not required to be on inmate list, such
as a snitch line)
Use call branding message (deters fraud by announcing call from an inmate)
Use intermittent call branding (deters fraud by intermittent announcement of call from an
inmate)
Maximum declined calls per day (deters harassment)
Maximum active telephone numbers (reduces staff workload)

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Inmate Access Controls
The V-PIN feature implements Inmate verification by matching the inmate’s voice print that is
attempting to make a call to the reference name recording voiceprint that was created during the
automatic registration process.
V-PIN works by “registering” the inmate’s speech pattern via his spoken name and comparing it to
the speech pattern on all subsequent call attempts from that inmate’s PIN. Since the inmate selfregisters via automated system prompts on his first call no administration is required. The inmates
registered name is played to the called party on all calls and is captured for playback in call
recordings.
When the Inmate enters his PIN to make a call the system prompts the inmate to state his name.
The system then compares the voice pattern of spoken name to the recorded name and if a match
exists the call is allowed.
V-PIN virtually eliminates the problem of PIN sharing. The call is disallowed if three consecutive test
inmate name recordings tests fail to match the reference name recording for the dialed PIN.

4.1.40 Inmate system must allow "collect only" calling unless exceptions, e.g., calls placed to the
Disability Law Center, to attorneys, to clergy, to the State’s TDD relay service provider,
etc. are specifically authorized in writing by UDC. Inmate system must be capable of
eliminating alternate billing methods for inmate calls.
FSH Response:
Accept and Comply.
The Focus 100 system currently installed at both facilities meet the requirements as stated above. Free
local calls are provided to the Disability Law Center, Salt Lake County Public Defenders office (when the
call is dialed as a local call) and the TDD relay service provider. All other calls are placed as “collect
only” with the exception of inmate calls to telephone numbers that are not able to bill collect calls.
People that have a phone company that does not have collect call billing arrangements in place are able
to set up pre-paid accounts through in order to receive inmate calls.

4.1.41 Inmate system must be capable of detecting and eliminating (minimizing) efforts to
“transfer" inmate calls to a third party utilizing "three-way calling" and/or "conferencing".
Detection of any attempt by the called party to transfer an inmate call or to create a
conference call must result in the call being disconnected. Describe what three-way and
what conferencing prevention feature(s)/technology your proposed inmate system
utilizes; include: 1) how the feature(s)/technology works, 2) a reliability statement and 3)
a reliability percentage. This feature must function without unreasonably restricting an
inmate’s ability to make a properly authorized and processed call. Are any serious efforts
underway within the inmate communications industry to better manage the abuse of threeway calling and conferencing?
FSH Response:
Accept and Comply

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The current inmate phone system utilizes three-way call detection and terminates three-way calls when
detected. Due to recent advances in digital phone systems and other efforts to avoid 3-way call detection
some three way calls are able to circumvent detection. FSH has considerable experience with most
inmate phone systems utilized in Prisons and Jails and has found the current 3-way call detection system
in place as effective as others used by other vendors. VAC is continually working to improve 3 –way call
detection capability.
The decision by UDC to record 100% of all inmate phone calls with one year’s online storage
requirement insures that any undetected three-way phone call will be completely recorded. The addition
of voice print and pre-submitted call lists ensures that undetected three-way calls are associated with the
inmate placing the phone call
The three-way call detection sensitivity can be adjusted from the default nominal setting that
provides very good detection with very few false detections to more sensitive settings that will
practically eliminate three-way calling but may incur more false detections.
VAC holds its own patented proprietary process for detection of third party calls. This patented
technology allows VAC legal authority to provide the service. VAC’s patented proprietary three-way
call detection is not dependent upon the location of the central office.
The Focus 100 System is designed to isolate three-way call attempts by detecting multiple call
characteristics typically associated with this type of activity. The process is not limited to the
detection of a switch hook signal. Any call detected by this feature will be tagged as a three-way
call in the call detail record and made available for review in a report designed for this specific
purpose.
Upon detection of the attempt to access three-way or conference calling, the VAC Focus 100 System
will terminate, block, or continue the connection (based on the State’s preferences.
The process is working within several state and county facilities to include the Federal Bureau of
Prisons and States of Colorado, Pennsylvania, Missouri and Washington to name a few.
Once the system is up and running for a period of time, traffic patterns and call activity will be
analyzed to determine the optimum sensitivity setting for three-way call detect. At this time, the
disconnect feature will be enabled at the direction of the State. From this point forward, calls that
trigger the three-way call detection feature will be disconnected, or cause the call to be
disconnected.
While every effort is made to improve the accuracy of three-way call detection, it is possible for
other events on a call to inadvertently result in call disconnection. These include:
•
•
•
•
•

Non-voice sounds during the call
Extra digits dialed during the call
Dropping or tapping the handset
Use of the call waiting feature by the called party
Simulation of a hook switch / flash

If the phone system detects a three-way call attempt, the system will end the call immediately.

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Three-way Call
Detection and
tracking

Detects three-way call attempts and
notates call detail record.

Allows for non-intrusive
investigation/tracking of three-way
calling activity.

Three-way call
Detection Voice
Overlay
Warning

Detects three-way call attempts and
initiates a voice overlay
announcement.

Provides notice to third party that they
are speaking to an inmate at a
correctional facility. This is helpful in
warning unknowing third parties so
that they can report the activity and/or
terminate the call.

Three-way Call
Detection
Disconnect

Detects three-way call attempts,
plays an explanatory message, and
disconnects call and notates call
record.

Allows for immediate disconnection of
potential three-way calling activity.

VAC has had significant success with the detection of three-way calling through its proprietary
three-way detection capabilities. VAC’s systems are currently installed in some of the largest
correctional facilities within the US to include the Federal Bureau of Prisons, the states of Colorado,
Pennsylvania, Washington, Oregon, and Missouri.
Current technology in the Public Switched Telephone Network only provides audible indications on
the line when call forwarding or a three-way call is attempted. Since three-way calling requires a
hook-flash of a specified minimum and maximum duration and since the three-way calling is usually
accompanied by silence from the called party end of the line, the system detects these signals and
responds according to system programming. These responses can be a voice prompt informing the
parties the call is from an inmate, a flag on the call recording indicating that a three-way call was
detected, termination of the call, or a combination of these. The system is dependent on the noise
on the line and other signals that can sound like three-way call attempts or the lack of signaling
during a three-way call attempt, e.g., connecting two lines through a dual line phone or a digital
PBX. Some of the problems that exist with the current technology are: (1) call waiting may sound
like a three-way call, which makes differentiation virtually impossible resulting in erroneous
disconnects; (2) call forwarding may not be detected at all; and (3) noise or conversation on the line
may mask the signaling normally heard during a three-way call attempt.
VAC continues to develop additional methods to detect three-way and remote call forwarded calls.
Research has identified that on a large number of three-way call attempts a secondary ring is heard.
A trap for secondary ring can been implemented, and provides several options as to which type of
action is to be taken. VAC does not currently have statistical analysis to determine and report the
percentage of attempts and successful detection of such call attempts.
The call can proceed and the call detail record is marked with a special indicator, the call can
proceed and the investigator is notified of the three-way call event, or the call can be disconnected.
In addition, the DOC can request that called parties who abuse three-way calling and call
forwarding, have the particular called party number blocked in the facility database listing.
Based on its extensive experience within the industry, VAC has some state DOC customers
recommending to their investigative staff that the call be permitted to continue, and mark the call
detail record as a fraudulent or three-way call attempt for later investigation. This permits

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investigators to collect valuable evidence that ordinarily wouldn’t be available if the call was
immediately disconnected. This solution includes comprehensive call recording at each facility
permitting archival of three way calls for investigative work long after the call was completed.
However, if DOC simply wants all three-way call events and discovered call forwarded numbers to
be disconnected, FSH will comply with this request. We can play an announcement to the called
party that the call is being disconnected because of an identified three-way call event.

4.1.42 Describe how your proposed inmate system handles inmate calls that are answered by
answering machines, busy signals, call waiting, not answered, etc.
FSH Response:
Accept and Comply
Positive acceptance is required by the called party in order for the call to complete. The called party
is required to press a single digit to accept the call. Rotary dial parties will also be required to use
positive acceptance. If the called party does not respond within a certain amount of time, the call
will be disconnected. Billing does not start until positive acceptance is complete. The called party
also has the option to block their number from receiving future calls. Calls answered by answering
machines, busy signals, call waiting are not answered due to the requirement of positive acceptance.

4.1.43 Describe how UDC would provide input data to you, the contractor, for establishing the
inmate system’s operational database; include sample data input forms.
FSH Response:
Accept and Comply
The system(s) to input data with the FSH system is already in place. Inmate Pin numbers, housing
location and calling privilege level is provided via the UDC “O-Track” interface. Inmate call request
lists are provided directly to the onsite system administrator’s through the UDC mail system. FSH
uses the UDC data input form that UDC provided as part of this RFP.

4.1.44 Inmate system feature functionality shall be site programmable/ controllable by
contractor system administrators and/or remotely programmable/controllable from the
contractor’s service center. Contractor must complete the input of new inmate calling
requests and inmate data into the inmate system’s database within 24 hours or within
one normal work day after collection/receipt of the new inmate calling request/data. This
paragraph refers to inmates who are new to prison or who are being returned to prison
from parole. The rationale being, provide new inmates access to their families and legal
counsel ASAP after their arrival to prison. Paragraph 4.1.38 verbiage, specifically,
“change an inmate’s calling list once during any given 30 day period” refers to
subsequent calling requests. Subsequent requests are changes that an inmate may
want to make to their list of approved numbers (requests received after an inmate is
already in the system). Describe how you would maintain the integrity of telephone
numbers submitted, and possibly resubmitted, by inmates that are disapproved by UDC;
include how “disapproved” telephone numbers would be handled if UDC subsequently
approves “disapproved” telephone numbers.

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FSH Response:
Accept and Comply
The Focus 100 system as installed at both CUCF and USP is set up so that as an inmate is added to
the “O Track” system they are also added to the Focus 100 system database within one hour. New,
Inmate, calling requests are added to the system within one normal work day by the on-site FSH
system administrator.
If an inmate telephone number is not approved by UDC the number is added to a global not allowed
block table listing the reason the number was disapproved the date and who blocked the number. If
a request is then made by another inmate to add the number the number will not be allowed until
the original block is removed or approved by UDC.

4.1.45 Contractor must maintain inmate system software, including the operating system
(system administration and system reporting terminals/PCs), at the latest general
release at no cost to the State. Describe the process for handling other than general
release software upgrades and/or system enhancements requested by UDC; include
any costs that would be imposed on the State for the requested non-general software
upgrades and/or system enhancements. It is the State's opinion that general release
software upgrades and/or general inmate system improvements throughout the term of
the contract should be provided at no cost to the State. The State will negotiate
“payment” with the contractor if/when UDC requests the deployment of altogether “new”
inmate technologies, e.g., video visitation/arraignment and/or the complete change-out
of the inmate system. Contractor shall discuss inmate system upgrade/enhancement
benefits with UDC and proceed only with UDC approval. Describe how system wide
inmate system upgrades/enhancements are handled.
FSH Response:
Accept and Comply
The proposed Focus 100 system software will be upgraded throughout the contract period, when
new versions of the present software are implemented. UDC will be notified and a schedule will be
set up. Upgrades will be done at no charge to UDC or the State of Utah. Upgrades are usually done
using remote access and at night when the phones are shut down. FSH’s objective is to cause as
little disruption in phone service as possible. As altogether “new” inmate technologies become
available FSH will discuss the benefits with UDC personnel as directed above.

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4.2

Inmate Communication Systems / Services

Installation Requirements
As the incumbent provider, FSH already has the Focus 100 system completely installed and in place at
CUCF and USP. No installation of new equipment will be required if the FSH proposal is accepted. FSH
agrees to follow all of the requirements indicated in this section with any future installations during the life
of the contract including the new installation at CUCF and any other new installations that may occur.

4.2.1 Contractor shall be responsible for all conversion-related and ongoing inmate system
costs, including but not limited to the purchase of equipment, installation, service,
maintenance, voice network, data network, day-to-day operations, etc. Contractor, if
other than the incumbent, shall coordinate all conversion activities, etc. with UDC and
with the incumbent contractor. Describe your proposed conversion time line. How would
you ensure a seamless (non-disruptive) change-out of inmate communication
systems/service?
FSH Response:
Accept and Comply
FSH currently supplies inmate telephone equipment and pay telephones to UDC so the FSH
proposal will require no conversion time as the system is already in place.
New installations requiring additional equipment (CUCF) will be added without disruption to the
existing inmate telephone system. FSH agrees to follow all of the requirements indicated in this RFP
with any future installations during the life of the contract.
With new installations, as with most complex projects, success is built into the detailed plan that
ALL parties understand and agree to. The FSH plan will be developed in coordinating with UDC’s
key stakeholders to ensure a successful transition and eliminate any downtime.
To accomplish this we highly recommend an ‘off hour’ transition. This enables the system to be up
and running when the system is turned back on in the morning. There are no lost revenues when
this approach is used as inmates are normally not using the phones during this time.
All systems are manufactured, assembled, tested, and must pass rigorous quality assurance prior to
shipping. Systems are shipped fully configured, including all cabling, and ready for installation.
Additional equipment, such as telephones, are also guaranteed to be ready for installation by the
required date.
In order to ensure that the actual installation timeframe is kept to a minimum at the facility, VAC
works vigorously to identify everything that can be done before the system ships. The following
actions are taken to reduce installation time:
1.

The racks are assembled – including all shelves, cabling, and Uninterrupted Power Supplies
(UPS) installed.

2.

All Operating Systems and VAC software are loaded on the system hardware and
workstations.

3.

Coordination with the existing vendor and the facility is facilitated to obtain the Blocked Call

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List, designated Attorney numbers, special numbers such as Ombudsman or inmate snitch
lines, Inmate PINs, allowed call lists, global call control parameters and any other pertinent
information for inclusion prior to shipment.
4.

Software is tested; including SQL and Focus 100 system.

5.

All hardware functionality is thoroughly tested. Test calls are made from the modem and
Remote Access Dialer (RAD) unit to ensure smooth inmate call processing.

6.

Manufacturing does the initial Quality Assurance.

7.

VAC’s Quality Assurance department does the final QA and compares the System Order
Form to the actual manufactured System to ensure that all system configuration and
operations adhere to customer requirements.

8.

The system is shipped for installation. To ensure a seamless installation, VAC’s installation
team is an integral part of the manufacturing and Quality Assurance process.

9.

The FSH team leads the installation process with VAC counterparts to insure a seamless
installation and test of all components on site before going ‘live’. Sign off by site personnel
or other designate is encouraged. Installers are then thoroughly familiar with each system to
be installed and the specific State requirements before they even get on site.

FSH and VAC have installed many systems after inmate phones are turned off for the evening. The
FSH inmate technicians and VAC technicians are very used to working with each other and have
completed each install flawlessly. They have completed successful system installs both during the
day and in the evening for multiple, large and small sized facilities.
Should the need arise; FSH will work with the new vendor to remove our equipment and phones on a
schedule workable to UDC, FSH, and the new vendor.

4.2.2 Contractor shall be responsible for determining all wiring and software requirements.
FSH Response:
Accept and Comply
All wiring and software is already in place and functioning. FSH agrees to determine all wiring and
software requirements in new installations that may occur during the life of the contract.

4.2.3 Describe any/all inmate system hardware, etc. space requirements. Based upon
information/insight gained during site walk-throughs (refer to para 2.8 Site WalkThroughs), provide: 1) an equipment configuration and 2) a scale drawing of the space
required for the main server, storage devices, all on-site computers and peripheral
equipment.
FSH Response:
Accept and Comply

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All inmate system hardware is in place at both facilities and meets the space requirements as
directed by UDC.
The Focus 100 schematic shown below is representative of the equipment installed at Draper and
Gunnison. The installed equipment has a footprint of 4 feet 7” across 2 feet wide and 5 feet tall.

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Focus 100 Inmate Telephone System
The Focus 100 Inmate Telephone System provides one of the most proven inmate calling platforms
on the market today. The system’s features and functionality have been developed and enhanced
over the past several years based on real world experience and customer input.
The Focus 100 system is a digital, call-processing, premise-based centralized platform. This means
that the Focus 100 system equipment will be located at the two Utah DOC facilities (Draper and
CUCF) to provide reliable, onsite processing, monitoring, control, and reporting of inmate calls. To
provide optimal support and reliability, both facilities will have an Focus 100 system and associated
administrative workstations to perform system control, call processing, management, and recording,
functions, along with a minimal amount of network equipment.

Industry-Leading Functionality
The Focus 100 is among the most feature-rich Focus 100 system systems available in the marketplace
today. As detailed in this proposal, the Focus 100 System offers extensive call processing, fraud
prevention, call control, and monitoring and recording features. These are summarized in Table 1
and described in our proposal.
Table 1. Focus 100 system Call Features and Functions
Call Processing and Fraud Prevention Features
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ

Automated Collect Calling
Custom Announcement and Branding
Pre-Paid Debit Calling
English/Spanish Voice Prompts
LIDB Validation
Positive Call Acceptance (DTMF and
Rotary)
Workstation with Windows GUI User
Interface

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ƒ
ƒ
ƒ
ƒ
ƒ
ƒ

Answer Supervision
Block Sound Path During Call Setup
Prevent Extra Dialed Digits
Hook-Switch Secondary Dial Tone
Control
Three way Call Detection and
Disconnect
Free Calls
Random Voice Overlay

Call Control Features
ƒ
ƒ
ƒ
ƒ
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Personal Identification Number (PIN)
Allowed Call Lists
Speed Dialing
Inmate Name Announcement
Call Duration Limits

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ƒ
ƒ

Call Blocking (individual numbers,
group numbers, called party initiated)
Completed/Declined Calls Limitation
System Operating Hours Control

Monitoring and Recording Features
ƒ
ƒ
ƒ
ƒ

February 27, 2008

Direct Recording
Privileged Call Protection
Multiple Channel Selective Call Audio
Monitoring
Shadow - Full Channel Digital
Recording

ƒ
ƒ
ƒ
ƒ

On-Line Recording Storage
CD Export
Concurrent Recording and Secure
Playback
SNITCH

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Industry-Leading Reliability
The Focus 100 is one of the most, if not the most, reliable Focus 100 system systems available in the
marketplace today. As proof of the Focus 100 stability, the Federal Bureau of Prisons recently
conducted a ten-month study to determine the average monthly downtime of the 104 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:
Average Downtime per site per month

35 Seconds

System Availability Percentage

99.9988%

Table 2. Specifications for the Focus 100 system
System 100 Specifications
Inmate Telephone Capacity

Virtually unlimited

Dimensions

Half-Height Rack: 24" x 37" x 48"
Full Height Rack: 24" x 37" x 76"

Environmental

Temperature: 35-90o F; Humidity: 2-98% non-condensing

Power Requirements

115VAC, 20 Amps (up to two required in full-height rack)

FCC Certification

Meets the requirements of FCC Part 68 and Part 15

Voice Network Interface

Digital and Analog

Operating System

Windows 2000

The Focus 100 system provides an 8x reduction in hardware footprint compared to legacy systems
and most our competitors' offerings. The Dialogic telephony cards utilized by the Focus 100 system
were specifically chosen for their high-density capabilities and their adaptability to various
corrections IT platforms, representing the smallest footprint and most cost-effective solution
available in the inmate marketplace today. The Dialogic cards were chosen after an extensive 1-year
market analysis of the predominant telephony card providers. Results of this analysis revealed that
only Dialogic had taken the initiative to look to the future of telephony needs and requirements. The
other providers could not match the capacities, capabilities, and adaptability of Dialogic telephony
boards. In addition, Dialogic and VAC established an excellent engineering development
relationship, encompassing rapid response to support, upgrade, and engineering change process
requirements to meet Focus 100’s high demands.

4.2.4 Contractor will be responsible for obtaining all required permits, licenses, and bonding to
comply with pertinent municipal, state and federal laws.
FSH Response:
Accept and Comply
FSH Communications has operated at both UDC sites and has obtained all required permits, license
requirements and complies with pertinent municipal, state and federal laws.

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4.2.5 Contractor shall ensure that all inmate telephones are serviced by cabling from the
inmate telephone to the telephone closet that is independent of the existing facility
phone system.
FSH Response:
Accept and Comply
FSH is compliant with all cabling requirements as stated above.

4.2.6 All inmate system equipment/hardware, ancillary (supporting) equipment/hardware,
wiring, etc. shall be installed in accordance with accepted industry standards, applicable
codes, etc. after receiving approval to proceed from UDC and DTS (wiring). Where
special installation considerations are appropriate or required because of environmental
conditions, the type of operation at the installation site, or other factors, the contractor
shall take these conditions into account and provide for them. Heavy duty (hardened)
equipment shall be installed as dictated by the location and/or type of operation.
FSH Response:
Accept and Comply
FSH is compliant with all requirements as stated above at both UDC sites and agrees to the
requirements for any future sites.

4.2.7 All inmate system equipment/hardware, ancillary (supporting) equipment/hardware,
wiring, etc. shall be mounted compatibly with standard telephone company mountings. If
incumbent equipment is replaced, then the “new” equipment/hardware must be
installed/mounted as well as, or better than the equipment being replaced.
FSH Response:
Accept and Comply
FSH is the incumbent equipment provider so no new equipment will need to be installed. The
existing equipment meets or exceeds standard telephone company mounting requirements.

4.2.8 Contractor shall be responsible for providing and installing, at no cost to the State, all
inmate system equipment/hardware and all UDC-related payphone service, e.g.,
payphones, pedestals, shelters, enclosures, isolation panels, mounting hardware,
signage, ancillary items, etc. New equipment, replacement equipment, associated
wiring, etc. shall be functionally and aesthetically equal to or better than the existing
equipment, wiring, etc. In new locations, all equipment/hardware, etc. shall be
appropriate for the location, use and environmental conditions. UDC shall have the final
approval on all configurations, support equipment/hardware, etc. Any/all damage to
State property caused by the contractor during installation and/or thereafter shall be
repaired to the State’s satisfaction at the contractor’s sole expense.
FSH Response:
Accept and Comply
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FSH is the incumbent equipment provider therefore no new equipment as described above will need
to be installed. The existing and any newly installed equipment will continue to meet all of the
above guidelines for the life of the contract.
Again, any new installations requiring additional equipment (CUCF) will be added without
disruption to the existing inmate telephone system.

4.2.9 Contractor must coordinate all inmate system and payphone line, trunk and/or circuit
orders with the local telephone companies and long distance carriers. All dial tone and
associated costs shall be bourn by the contractor. Installation (cutover) due-dates shall
be coordinated with UDC.
FSH Response:
Accept and Comply
All of the above requirements were installed at FSH’s expense and the installation dates were
coordinated with UDC. Any new equipment installations will be coordinated with UDC. All
associated costs will be bourn by FSH.

4.2.10 UDC will coordinate final acceptance testing and approval.
FSH Response:
Accept and Comply
FSH has and will continue to coordinate all testing and approval with UDC if retained as UDC’s
inmate telephone provider.

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4.3

Inmate Communication Systems / Services

Inmate Communication Enhancements

4.3.1 It is recognized that the technology available for inmate systems and the methods by which
an inmate may communicate with family, etc. is constantly developing and expanding.
UDC is interested in the optional features and technology that the industry has to offer,
e.g., e-mail through the prison mail unit, video visitation, video arraignment, etc. Offerors
are invited to describe and offer additional inmate communication features and/or
functionality not described or requested herein. Such value-added options could include,
but not be limited to, additional/enhanced inmate system features, integrated solutions
and/or external technologies that complement the inmate calling system and that enhance
UDC’ ability to perform investigative functions, etc. Offerors must identify how their
proposed value-added options would be funded, e.g., no cost to the State, commission rate
reduction at time of feature/function activation, etc. Any/all offered value-added options
must include information on: 1) any/all cost(s) to the inmate/called party (e.g. inmate’s
family), 2) possible revenue stream(s) resulting from the deployment of value-added
option(s) and 3) the specifications for all value-added equipment, systems, etc. UDC
reserves the right to implement any, all or none of the offered value-added option(s).
FSH Response:
Accept and Comply

FSH Commitment and Guarantee
In addition to the specific service commitments we make to UDC, FSH also is a resource for
research. We encourage our customers to utilize our consultative and industry skills to assist them
in analyzing and developing other Corrections’ related products or services. FSH is not just your
average ‘inmate telephone services provider’, we bring to the State an industry expertise that is not
dependent upon whether or not we have a direct revenue benefit – our focus is on what the
CUSTOMER requires to be successful. This position is reflected by everyone in our organization –
do the right thing, every day, to serve the customer!
Our goal is to grow with our customers, be a leader in innovation as well as offer consultative
services. FSH has the ability to provide additional features and capabilities to UDC over the term of
the contract. Cost determination is highly dependent upon the system size and scope of feature
requested. In all cases FSH commits to providing UDC with original cost documentation. If a
requested feature is significant FSH may suggest options to the UDC such as a one time
commission reduction, commission adjustment, and partial contribution.
Once again, FSH will make every effort to ensure that UDC may take advantage of additional
features over the term of the contract at no cost.
From a customer management perspective, FSH is continuously evaluating its policies, procedures
and internal systems to ensure that we are providing the best in class in all functions that serve our
customers. We are always willing to customize our services to meet the customer need – this
includes single point of contact, specialized and dedicated customer care and technical teams,
unique capabilities such as Inmate Feedback / Inquiry tools to reduce customer administrative time
(which saves the customer money), traffic analysis to ensure the best mix of inmate call options,

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account auditing, end-user (Offender’s Friends and Family) education to further reduce
administrative time and a host of improvements that we make daily to benefit our customers!
Listed below are summary system features that may fit well into UDC’s future vision and are
provided for consideration. Keep in mind that development is constantly underway and we would
expect to bring system and service enhancements regularly to UDC.
1. SYSTEM GENERATED DEBIT Vouchers (included in FSH offer at no cost to UDC)
Custom produced debit calling vouchers are printed for the facility in the agreed upon
denominations (i.e. $10, $20, etc.). The vouchers are activated within the Focus 100 system and
are provided to the facility to sell to inmates. Call rates are specified by FSH in conjunction with
the UDC, with special attention given to any and all applicable Federal, State and local
regulatory requirements.
As mentioned, the debit calling vouchers are already active when purchased by the inmate;
thereby minimizing administration. When the inmate places a call, they have the option of
dialing a collect or debit call. When debit is selected, the inmate enters the ID number from the
debit voucher and the number they want to reach. The Focus 100 system tracks the voucher
balance and calls placed until the value of the voucher has been exhausted. Appropriate voice
prompts are given to the inmate to indicate various conditions. Examples include a warning at a
predetermined point in the call (30 seconds or 1 minute prior to the UDC established maximum
call length are the most commonly used criteria) to indicate the impending termination of the
call, that the debit voucher balance is zero, etc. Once the debit voucher ID number is exhausted,
it is not rechargeable and can no longer be used, again minimizing the UDC’s administration of
the debit program. The inmate simply purchases another debit voucher to place future calls.
Upon request, a detailed accounting of call activity can be printed by voucher or in total for a
specified date range. It is important to note that within the Focus 100 platform, all inmate call
control functionality applies equally to collect calls as well as debit calls. This means that call
processing for debit calls will include but not be limited to identify blocked numbers, privileged
numbers such as attorney calls, established maximum call length, 3 way call detection, and all
other facility set parameters. Special rates can apply which are typically lower than collect calling
rates.

The current Focus 100 system has the capability of utilizing a Pre-Paid Voucher system. Once a
pre-paid voucher is purchased by the inmate all funds are transferred to the inmate’s PIN
number once the voucher is activated. This eliminates the need for the inmate to retain a card in
his possession. Once funds are transferred to the inmate’s PIN number he is given the choice to
place a collect call or a debit call. Unauthorized use of an inmate’s pin number is protected by
voice print technology already in place at both UDC facilities.
Pre-Paid vouchers are an excellent way to provide access to international calling for inmates
wishing to call international telephone numbers that do not have collect calling billing
arrangements in place. This feature is part of the FSH offer and can be implemented without
charge to UDC. The inmate/called party’s call cost is reduced when debit vouchers are used
based upon the rates set by the state in this RFP.

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2. V-PIN (included in FSH offer and activated at both UDC facilities at no cost to UDC, the inmate
or the called party)
The Focus 100 system uses a combination PIN plus Voice Recognition capability that provides
the optimum method of performing Inmate Speaker Identification. When the Inmate makes a
call for the first time he must enter his PIN and is prompted to speak his name twice. After the
initial registration whenever the inmate places a call he must enter his PIN and speak his name
at the prompt. The spoken name is compared to the original voiceprint registration for the PIN
and, if positive, the call is allowed. If negative, he is prompted for a configured number of
allowed retries. Name recordings can be reset from administrative workstation.
Inmate telephones can be configured as PIN and non-PIN. If configured as PIN the inmate can
not make a call without a legal PIN number. If non-PIN, the inmate will not be asked for a
PIN.
V-PIN is primarily an investigative tool and is not a revenue generating feature.
3. PREMISE BASED SOLUTION (included in FSH offer at no cost to UDC, the inmate or the
called party)
The proposed system is a premise based system. All call processing, call recording and call
recording storage will be housed within the UDC campus. Unlike network based solutions, the
proposed premise based solution is NOT dependent upon a Wide Area Network for operation
and eliminates the risk of system down time due to network outages and centralized server
failure.
4. PTSN ROUTED CALLS (optional)
The proposed solution will NOT utilize Voice Over IP technology for the routing of inmate
telephone calls. The standard Local and Long Distance circuFOCUS and route calls will be
installed over the Public Telephone Switch Network. Although this is a more expensive method
of routing calls, FSH has found that the use Voice Over IP technology is unreliable and of poor
quality.
5. VISITATION PHONES (optional)
The Focus 100 system allows for visitation phones to be integrated and included in the monitoring
and recording features. The visitation system would not allow outside calls and with a keypad and
the use of PINS, the system could automatically track and report on visitation conversations along
with calls made through the Inmate Control System without the need for cross referencing manual
visitation logs.
The inmate side of the visitation setting consists of one “inmate” phone with a keypad. This
phone will be wired to the Focus 100 and assigned to a distinct class of service which prevents
the inmate from using the phone to place any other type of call with that device. The guest side
of the visitation setting consists of one visitation phone. No ringer or keypad is required. Each
guest phone will be wired to the Focus 100 and assigned to the corresponding inmate phone.
At the UDC option, the inmate can be required to enter a PIN prior to the conversation

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beginning. If PINs are used facility-wide, recordings of visitation phone conversations and
normal telephone conversations would be retrieved whenever the inmate’s PIN is selected.
When the inmate enters the visitation area, they will lift the handset of the phone and hear
system generated dial tone. The inmate will enter an access code followed by the assigned PIN,
if used, with the phone keypad. The Focus 100 will play an announcement as follows: “This call
may be monitored or recorded.” This notice will be audible to both parties. At this point, the
inmate will be connected to the guest phone.
Call duration limits normally applied by the system to traditional inmate phones will not be
applied to Visitation Phones. In addition to recording the conversation, each visit can be silently
monitored by investigative personnel via the workstation like any other inmate call.

Visitation Phones is an optional product and is not currently being utilized at the two UDC sites.
If UDC determines in the future to activate this feature the cost could be funded via a
negotiated commission rate reduction at time of feature/function activation exact cost would
depend upon the number of visitation phones required. Visitation phones is not a direct revenue
producing product but rather an investigative tool.
6. VIDEO VISITATION INTERFACE (optional)
The Focus platform currently supports visitation phone recording. VAC does not currently have
a video visitation phone product developed however the Focus platform is very flexible and can
easily integrate with other vendor’s products such as video visitation or remote video visitation
products. VAC is always investigating and developing new products and may have a video
visitation product available for integration with the existing inmate telephone system when UDC
is ready to implement a video visitation solution.

Video Visitation is an optional product and could be funded via a negotiated commission rate
reduction at time of feature/function activation exact cost would depend upon the number of
visitation stations required.
7. V-SCAN Word Search Capability (optional)
The Key Word Search program is an integrated feature of the proposed Focus 100 system and is
the most effective Key Word Search program in the industry today. V-Scan performs phonetic
word/phrase searches of inmate telephone calls and identifies specific words or phrases that are
of interest to the facility or FACILITY investigative staff. This automated phonetic indexing and
searching of the inmate phone calls for key words/phrases can significantly increase a facility’s
investigative capabilities while actually reducing the investigative staff workload.
Both a single word and group of words can be searched on the voice recording hard drives.
Although several issues can affect the accuracy of word recognition including slurred/impaired
speech, foreign dialects, and excessive background noise from the inmate phone the expected
accuracy is above 70-75% positive matches with the false positive below 20%. The positive
match accuracy can be increased but the false positive percentage may increase also.

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V-SCAN word search capability is an optional product and could be funded via a negotiated
commission rate reduction at time of feature/function activation exact cost would depend upon
the specifications required by UDC.
8. V-CONNECT (included in FSH offer at no cost to UDC)
It is in the best interest of all parties; the UDC, FSH, VAC, and the inmates and their families to
allow every possible call to complete. In today’s diverse telecommunications industry, there are
situations when collect calls cannot be it billed to the called party’s phone bill. For these
customers, VAC has a variety of alternate billing options that allow the inmate to stay in touch
with their family and friends. VAC offers families with CLEC or other un-billable local exchange
service, our V-Connect Advance Pay Program, which is set up by the called party. The flow of VConnect will be similar to the following:
•
•

•
•

The inmate places a call to a non-billable number.
The inmate and the called party hear "You have a collect call from (name), an inmate at
(facility name). This telephone will not allow collect calls to be billed from this location. To
receive calls right away, you can be connected to our account center and set up an account
immediately by dialing 9 now. If not, to receive future calls from this location, please call 1800-XXX-XXXX and establish an account.
For a one-minute courtesy call, dial 8 now,
To repeat this message dial 3

The called party is charged a set up fee of $7.95 to set up or fund a V-CONNECT account.
9. SNITCH (included in FSH offer at no cost to UDC or the inmate/called party)
This remote investigative alert enhances the VAC workstation alert by allowing the investigator
to be notified remotely via a phone call when an alerted event occurs. Investigators may select
the inmate(s) or called phone number(s) that will generate an alert notification. SNITCH
account data is available on the users, including a SNITCH alert “hit” counter for current alerts
Process:
When a call is placed that matches SNITCH alert criteria, the system will call the defined
investigator phone number to announce an alert. When the call is answered, the alert notification
system will announce to the caller that an alert event has occurred. It will then require the caller
to enter a Personal Identification Number (PIN) to ensure that the proper authority has
responded. Once the PIN is entered and verified, the system will connect the investigator to the
live conversation(s) for the alerted call(s).
10. WEB BROWSER (included in FSH offer no cost to UDC or the inmate/called party)
User access is via Microsoft® Internet Explorer to the Focus 100 web server running Microsoft®
Internet Information Services. The user experience is very similar to browsing a website on the
Internet which makes the system very user friendly and flexible. Access to all investigative and
administrative features is available from a single webpage.

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Investigative features include Live Call Monitoring, ad hoc user defined queries of the inmate
call database, investigator notes at the call level, unlimited user defined profile templates,
monitor tracking, user level environmental settings, protect recording from listening, lock
recording from pruner, call cutoff, auto monitoring, and investigative reports.
Administrative features include inmate account management (if PINs are used), inmate phone
controls and operating hours, blocked/allowed numbers, inmate allowed number lists (PANs),
system level configuration details, maintenance, financial, and administrative reports, and
integrated user level security settings.
11. ELECTRONIC MESSAGE EXCHANGE (EME) (optional at no cost to UDC)
Electronic Message Exchange (EME) by Electronic Message Solutions (EMS) provides an
alternative method of sending and receiving mail/messages from within a Correctional Facility.
It provides quick, secure, and safe correspondence while, at the same time, improving
intelligence, providing a revenue stream, and reducing staff workload. FSH will trial the
product at no cost to UDC, and can be at a few sites rather than all sites, ideal for youth facilities,
and there are options for short term use. Please refer to the Appendix for a detailed summary of
EME.
The EME messaging system is designed to function totally different from standard E-mail,
eliminating the need for inmates to access a computer or the Internet. Inmate friends and family
members create an account at www.inmatemail.com from which they type their messages to a
pre-approved inmate. Messages may then be screened and approved by FACILITY Staff prior to
being printed on the EMS-IKON provided Multi-Function Device (MFD). Messages are
printed and easily distributed during the standard mail delivery process, presorted by living unit
and inmate name, reducing Staff time and effort.
EME’s Benefits
¾ Improved safety in the institution mailroom by eliminating hazardous items
¾ Improved security with the elimination of contraband
¾ Improved intelligence
ƒ Word search
ƒ Historical data base
¾ Auto sorting of mail for distribution
¾ Increased mail room productivity
¾ Improved correspondence cycle time
¾ Lower cost to inmate families
¾ Can be used to schedule phone calls to reduce ring no answer
¾ Can reduce attempts to make inbound emergency calls
¾ Supports rehabilitation efforts
¾ Generates revenue stream
EME Advantages
¾ Intellectual property protection (in progress)

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¾
¾
¾
¾

Inmate Communication Systems / Services

Can provide both inbound mail and outbound mail if desired
Product was designed by a corrections executive
Not email: no file transfers (closed system) eliminating virus threats
Requires no controlled response form for outbound

EME is an optional item that if requested would be provided at no cost to UDC – all costs are
paid by the end user at a rate negotiated at the time of implantation. EME significantly reduces
expenses to UDC by reducing the mail processing time spent by UDC staff. It is also a
significant investigative tool.
12. FSH INMATE COMPLAINT SYSTEM (included in FSH offer at no cost to UDC the inmate or
called party)
The inmate uses a regular inmate phone which accesses a Toll Free number (which is
programmed in the system as ‘allowed’) that calls into the FSH Customer Services Center which
is answered by an Inmate Specialist. The inmate reaches a recorded message with instructions
on how to enter the complaint into an automated voice mail system.
There are no live
operators involved directly with the inmate and all complaints are recorded. UDC staff time is
greatly reduced with this process, and the Inmate has some control over their concern and can
expect timely resolution. FSH continuously analyzes call volumes, response times and customer
feedback so that enhancements can be made.
This feature is currently being utilized at the Salt Lake County Metro Jail. Inmates dial 1-801555-1212 and report any problems in placing calls billing problems, blocked numbers or phone
problems in their housing area. The FSH inmate specialist investigates all calls and if required
assists the inmate’s family or friends in setting up billing arrangements or resolving blocked call
issues. Once the problem is resolved a report is faxed back to the facility and delivered to the
inmate advising of the resolution. This feature is included in the FSH offer and assists in
resolving inmate phone issues without involvement of UDC personnel.

13. UNLIMITED STATE PC ACCESS (included in FSH offer at no cost to UDC the inmate or
called party)
To eliminate the access limitations that can exist with some competitors systems, the Focus 100
has been designed to enable full Investigative and Administrative capabilities using either
customer owned and managed workstations on the customer’s local LAN or from a remote
location through the Internet. Access from the customer workstations to the Focus 100 is
controlled by a Cisco PIX firewall or a Cisco router utilizing an IOS firewall which serves to
ensure the security of the databases. The firewall is provided and managed by VAC.
Using the State owned workstations (PCs), authorized users can perform administrative and/or
investigative tasks based on their security level access. Some of the common tasks that can be
performed are: block number administration; inmate phone enable/disable; inmate account
management (PIN only); searching, viewing, printing, and reporting on inmate calls; live
monitoring of inmate calls; accessing/playing of inmate recordings; and exporting inmate call
recordings to CD for investigative or legal purposes.

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Although UDC access is allowed to the Focus 100 system via any UDC LAN connected PC or via
a standard internet or intranet connection using Microsoft Internet Explorer 7.0, FSH has
provided an additional five PC work stations at the two UDC facilities.
The Work Stations will be installed at locations as determined by the UDC and will provide for
the capability to access all Focus 100 functions.
The workstation includes an SVGA color flat screen monitor, keyboard, mouse, printer, software,
CD/RW, and WAN connection to provide for real-time feature administration, report generation,
and monitoring/recording access.
The Focus 100 system provides proven features many of which are already included in the existing
inmate telephone system in place at CUCF and USP.
In summary, the following are the features which ARE included in the FSH commission offer:
1.
2.
3.
4.
5.
6.
7.
8.

SYSTEM GENERATED DEBIT Vouchers (included in FSH offer)
V-PIN (included in FSH offer)
PREMISE BASED SOLUTION (included in FSH offer)
V-CONNECT (included in FSH offer)
SNITCH (included in FSH offer)
WEB BROWSER (included in FSH offer)
FSH INMATE COMPLAINT SYSTEM (included in FSH offer)
UNLIMITED STATE PC ACCESS (included in FSH offer)

The following are the Alternate/Optional Features which are NOT included in the FSH commission
offer:
9.
10.
11.
12.
13.

PTSN ROUTED CALLS (optional)
VISITATION PHONES (optional)
VIDEO VISITATION INTERFACE (optional)
V-SCAN Word Search Capability (optional)
ELECTRONIC MESSAGE EXCHANGE (EME) (optional)

We have determined that the options noted above are the most relevant to UDC at this time, and
depending upon the choice and/or extensive implementation of such choice there may be a cost
involved. In most cases FSH will absorb the cost, however if the cost is exceptional we will, of
course, discuss the details and negotiate a reasonable resolution and look at all alternatives.
We do expect that technology enhancements will become available over the course of the contract
term and in most cases, upgrades are at no cost. Our intention is to ensure that UDC always
operates in a state-of-the-art environment with the tools necessary to successfully accomplish their
goals – day in and day out!
Flexibility is our hallmark, Superior service is our daily commitment and Honesty speaks to our
integrity in all we do! That’s FSH!

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4.4

Inmate Communication Systems / Services

Maintenance
4.4.1 Contractor shall provide maintenance on all inmate communication systems to include
inmate phones, payphones, cable pairs carrying inmate telephone circuits, etc. at no cost
to the State with the exception of offeror proposed value-added options (refer to para
4.3.1). Contractor response to normal service issues shall be within two (2) working days.
Contractor response to emergency service issues (situations deemed by UDC to be
critical) shall be within 24 hours.
FSH Response:
Accept and Comply
The FSH on site administrators are able to respond during business hours as soon as they are notified of
a problem without having to dispatch a remote technician.
The computerized inmate phone system is directly connected via a frame relay circuit to Plano, Texas
headquarters of Value Added Communications. Problems with the Focus 100 system can be diagnosed
and repaired in most cases without any UDC involvement. The VAC technical assistance center (TAC)
is available 24 hours a day 7 days a week.
As described previously FSH also maintains an inmate telephone service support center that is available
24 hours a day 7 days a week. The purpose of the FSH inmate support center is to provide a single point
of contact to UDC for any service or repair issues. Once an issue is reported FSH tracks the issue until
the issue is resolved. The FSH inmate support center also provides a single point of contact for the
called party. When issues are directly reported by the public to UDC the FSH on site technicians or the
FSH inmate support center is in place to resolve all issues.
FSH also employs a Salt Lake City based account manager that is completely involved in overseeing all
aspects related to the Focus 100 system in place at UDC. The account manager’s contact information is
available to UDC personnel any time there is a problem with the system.

REPAIR / MAINTENANCE SERVICES
FSH defines Local Service as all services provided by the FSH Corrections Team in support of UDC
which is identified as Key Personnel (e.g. Utah based Account Executive, Technicians, Customer
Service, Repair and Dispatch, etc.). FSH will be the single point of contact and will be responsible
for the State’s 100% satisfaction.
RESPONSE TIME
Emergency service will be responded to within two (2) hours; and non-emergency service will be
dispatched within four (4) hours. FSH agrees to respond to repair requests from the State or its
designated Agent by arriving at the site promptly after reasonable notice has been given. This
response will be provided twenty-four hours per day, seven days a week, three hundred and sixty-five
days per year.
There is also a system support group known as the TAC (Technical Assistance Center) which will
provide customer service/technical support twenty-four (24) hours a day, seven (7) days a week
basis, three hundred and sixty-five (365) days a year. Many system-related problems can be remotely

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corrected from the TAC without a field dispatch. FSH personnel have access to the system’s
Trouble Ticket tracking, and should trouble be detected immediate action is taken by the remote
service engineers who in most cases can repair or reboot the system without the State’s notice of a
problem. If an on-site person is required, VAC TAC has the ability to escalate trouble reports as well
as dispatch technicians. VAC strives to provide superior service level agreements by dispatching
repair personnel promptly after reasonable notice has been given.
Priority Level One - Major
Priority Level One or Major events are defined as follows:
• Any condition related to equipment or services provided by resulting in the unplanned,
unauthorized interruption of all calling activity at 25% or more of the phones at any single
correctional facility, regardless of the total account size. This includes: a primary server out
of service, database corruption, or any system-related event that would create an atmosphere
where the system is unable to facilitate inmate call processing.
•

Any condition related to call recording which results in the loss of call recording capability.

•

Any condition related to call processing which results in removal of critical call control
features throughout the facility's inmate phones - providing the ability for inmates to access
an unrestricted outside line.

•

Inability to communicate to the system via workstation or terminal

•

Inability to block or unblock calls

•

Frame relay network outage which would result in LIDB validation failure and remote
diagnostics capability failure

•

Inability to poll CDR's via frame relay

•

Server or other system critical hard disk utilization in excess of 80%,

•

Inadvertent recording of attorney calls requiring call recording removal process.

Priority Level Two – Minor
Priority Level Two or Minor problems include the following conditions:
• Inability to print a report
•

Reconciliation problems with inmate debit fund account

•

Any condition related to equipment or services provided by VAC resulting in the unplanned,
unauthorized interruption of calling activity at 24% or less of the inmate phones at a facility,
regardless of the total account size.

Routine Requests and Activities
All questions regarding system operation by facility or administrative personnel
• Questions regarding report generation or blocking/unblocking
•

Changes to inmate information or database updates.

•

Problems outside the scope of the system including facility-owned LAN, any facility-owned
computers.

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DISPATCH / REPORTING OPTIONS
Requests for repair or service may be made via email (PAS.Tcinmate@qwest.com) to the FSH
Corrections’ Customer Service Team 24 hours per day, seven days a week, three hundred and sixtyfive days per year.
Another option is for the State or Facility to call the FSH Customer Care Center at 800-592-9488
which will connect directly to our Inmate Specialists who will obtain the specifics and dispatch local
technicians.
All dispatches, emergency and non-emergency, are tracked from initial request through completion.
The Customer, Dale Cherrington, FSH Account Executive and the State’s single point of contact,
the Technicians and their Manager, as well as our technology associates will also be notified of
dispatch to ensure contractual compliance and the State’s complete satisfaction. A complete
Trouble Reporting and Escalation document will be provided to the State and all necessary
personnel.
UPGRADES OR CHANGES
Standard practice is to have two major software releases annually which are rolled out to all facilities
on a scheduled and coordinated basis. Releases are usually uploaded remotely during non-calling
hours to ensure minimal disruption. FSH will coordinate with the County to ensure that there is no
affect to on-going operations. Any training that may be required as a result of the upgrade is also
coordinated and scheduled.
Software or hardware upgrades necessary to correct or maintain the system are provided at no cost.
Any subsequent recommended changes will first be discussed with the County, at least thirty (30)
days in advance. FSH will provide a comprehensive overview of the recommendation, as well as any
documentation, in order for the County to approve the change. This would include software,
hardware, billing, rates, etc.
PROCESS IMPROVEMENT - CUSTOMIZATION
In addition, FSH is always open to any customer suggestion on improving its processes. We pride
ourselves on our timeliness, as many issues are addressed and resolved the same day. In situations
that require additional time we communicate immediately when or if there will be a more lengthy
response and provide a targeted timeframe for completion.

INMATE SELF-REPORTING SYSTEM
Unique to FSH Communications!
The inmate uses a regular inmate phone, enters a speed dial number which accesses a Toll Free number
(which is programmed in the system as ‘allowed’) that calls into the FSH Corrections’ Customer Services
Center which is monitored by an Inmate Specialist. The inmate reaches a recorded message with
instructions on how to enter the complaint into an automated voice mail system.
There are no live
operators involved directly with the inmate and all complaints are recorded. Facility staff time is greatly
reduced with this process, and the Inmate has some control over their concern and can expect timely
resolution. FSH continuously analyzes call volumes, response times and customer feedback so that
enhancements can be made.

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The following is an example of how the Inmate Complaint System process works at the Oregon DOC.
Instructions are printed in English and also available in Spanish, and may be posted near the inmate
phones or distributed directly, as the County or Facility sees fit.

FSH Inmate Direct Voice Mail Message for Repair
The following is the message (in italics) that the Inmates hear when calling the FSH Repair Voice Mail
Service:
“Hello! You have reached the inmate repair line for FSH. To allow us to handle your request, please

answer a few questions about the inmate payphone location and problem. A tone will follow each
question. Please answer the question after you hear the tone. Following your answer, please press 1 to
hear the next question. If a question does not apply to you, please say so before pressing 1.”

1. What is your name and SID number? Answer & Press 1
2. What is the name of the correctional facility? Answer & Press 1
3. What is the location of the payphone in the facility? Answer & Press 1
4. Describe the trouble you experienced and the date it happened. Answer & Press 1
5. Provide us the telephone number, & the area code where you are calling to. Answer & Press 1
6. Repeat any operator messages you heard. Answer & Press 1

Thank you for using FSH Secured Calling Solutions. We apologize for any trouble you have
experienced.
Note: No live answer is provided. Do not swear or use profane language – calls of this nature will be
passed on to prison authorities.

FSH El Mensaje del Correo de la Voz del preso
El siguiente es el mensaje (en la escritura de cursiva) que los Presos oyen al llamar el Servicio del Correo
de la Voz de la Reparación de FSH:

¡ "Hola! Usted ha alcanzado la línea de la reparación de preso para FSH. Para permitirnos manejar su
pedido, contesta por favor unas pocas preguntas acerca de la ubicación de preso y problema. Un tono
seguirá cada pregunta. Conteste por favor la pregunta después que usted oye el tono. Siguiente su
respuesta, aprieta por favor 1 en oír la próxima pregunta. Si una pregunta es no aplica a usted, dice por
favor tan antes de apretar 1."
1. ¿Qué es su nombre y el número de SID? respuesta y prensa 1
2. ¿Cómo se llama la facilidad correccional? respuesta y prensa 1
3. ¿Qué es la ubicación del payphone en la facilidad? respuesta y prensa 1
4. Describa el problema usted experimentó y la fecha que lo sucedió. respuesta y prensa 1
5. Proporciónenos el número de teléfono, & el código postal donde usted llaman a. respuesta y prensa 1
6. Repita cualquier mensajes de operario que usted oyó. respuesta y prensa 1
Gracias para utilizar el Público de FSH Conseguir acceso a los Servicios de Soluciones. Nosotros nos

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disculpamos para el problema que usted ha experimentado.
TYPES OF ISSUES REPORTED BY INMATE – SAMPLE
BILLING ISSUES:
1. Collect call can not be accepted;
2. Called number is blocked;
3. Pre-Pay balances.
REPAIR ISSUES:
1.
2.
3.
4.

A phone has physical damage;
A number does not accept blocked or private numbers;
An area code or prefix does not work;
Cut offs during a non-debit Collect call;
(If three-way or call forwarding features were not used.)
5. You always hear a ring, but no one answers.

DEBIT / PREPAID ISSUES:
1.
2.
3.
4.

Debit deposit issues;
Pre-Pay account;
Refunds for disconnects on debit calls;
Other debit account issues.

OTHER PHONE ISSUES:
1. PIN number;
2. Fraud or stolen PIN accounts;
3. Phone number approvals.
A FSH employee clears the mailbox a minimum of three times per day. FSH dispatches a trouble ticket
to the appropriate responsible party. If the inmate experiences a “can't call out” issue we research it to
determine the cause and offer resolution as necessary. Reports are generated for the FSH Account
Executive and Support Team, the Facility and any impacted Vendor. Report consists of the following
fields:

February 27, 2008

Date of Call

FSH Employee Name

Mailbox Number

Inmate Name

SID or PIN

Facility

Phone Location

Problem

Call To Number

Operator Message

Trouble Code

Status Code

Resolution

Date Resolved

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4.4.2 Contractor shall, at the Draper and Gunnison sites, physically (on-site) check all inmate
phones for proper operation once every 60 days. Contractor shall check all inmate phones
for proper operation during the five (5) working days immediately prior to all major State
holidays, specifically New Years, Memorial Day, July 4th, July 24th, Labor Day,
Thanksgiving and Christmas. The ability for contractor personnel to remotely test and
diagnose system status and/or problems must be resident on the inmate system.
FSH Response:
Accept and Comply
FSH site administrators and technicians are based at both UDC facilities (Draper & CUCF) 8 hours
a day 40 hours per week and are aware of the requirement to check all phones prior to the identified
major state holidays.

4.4.3 Describe your escalation procedure for service issues. Contractor, with UDC involvement,
shall establish a mutually agreeable, formal (written) problem reporting and resolution
process/procedure. Such process/procedure shall identify the establishment and
maintenance of repair logs, minimally at the Draper and Gunnison sites, the purpose of
which to track problems and to document problem resolution.
FSH Response:
Accept and Comply
The FSH Inmate support center along with the VAC technical support center maintains a daily log
of all inmate telephone service issues. The daily log is reviewed by the inmate support manger,
account executive, product manger and sales manger daily. Any unresolved issues or pattern of reoccurring problems are addressed immediately with the VAC technical support center and the FSH
provided on-site service technicians. Any service issues not immediately resolved remain on the
daily log until resolved. The on-site system administrators and account executive notify UDC
support staff of the status of all service issues and their resolution.
All requests for repair, service, support, training, etc. are made one time – with one call regardless of
the day or hour! Our customers call the FSH Inmate Customer Service team, or for non-emergencies
and/or based on customer preference email is another option. With that one contact we start into
motion the series of events to diagnose, repair or satisfy our customer’s request. It is truly that
simple.
FSH will monitor the event, keeping UDC and internal staff apprised of the progress and to the
successful conclusion. A complete accounting of action taken is documented for internal use and
may be provided to UDC at any time. At FSH, we monitor our performance as well as our
subcontractor’s very closely to ensure that processes and personnel are meeting and exceeding
customer expectations. We continuously evaluate ourselves and look for opportunities to improve or
refine services.
Customized service schedules are also available at no charge – your time requirements are our time
requirements!

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4.4.4 Describe your repair criteria, e.g., response time(s), repair time(s), repair verification, etc.
Describe your policy when the above criteria are not met. Factory-trained technicians must
make repairs.
FSH Response:
Accept and Comply
In most cases problems requiring repair of the inmate telephone system or the inmate telephones are
reported directly to the FSH service technicians on site at CUCF and USP. During normal business
hours FSH has a technician available beginning at 6AM (CUCF) until 5 PM (USP). The technicians
provide coverage for both facilities. Both technicians are fully trained and meet the requirement of
“factory trained”. The FSH on site service technicians are able to provide onsite repair or escalate
repair issues as required. During non business hours the following reporting options are available.
As discussed previously in 4.4.1 above, all requests for service or repair start with contacting FSH.
We also have an agreement with our technology partner that their team is readily available for
immediate customer support for items such as system usage assistance. We take a documented
internal escalation procedure to problem solving, which includes a comprehensive escalation process
that we and our customers have found to be very efficient.
Requests for repair or service may be made via email (inmate@fshcommunications.comm) to the
FSH Corrections’ Customer Service Team 24 hours per day, seven days a week, three hundred and
sixty-five days per year.
Another option is for the State or Facility to call the FSH Customer Care Center at 800-592-9488
which will connect directly to our Inmate Specialists who will obtain the specifics and dispatch local
technicians.
FSH works diligently to minimize any disruption to the facility and end users. FSH agrees to
respond to repair requests from the State or its designated Agent by arriving at the site promptly after
reasonable notice has been given. Should a service request be initiated by the State, FSH will
respond to emergency service requests within two (2) hours; and non-emergency service will be
dispatched within four (4) hours. This response will be provided twenty-four hours per day, seven
days a week, and three hundred sixty-five days per year.
All dispatches, emergency and non-emergency, are tracked from initial request through completion.
A complete Trouble Reporting and Escalation document will be provided to the State and all
necessary personnel. The Customer, FSH Account Executive Dale Cherrington, the State’s single
point of contact, the Technicians and their Manager, as well as our technology associates will also be
notified of dispatch to ensure contractual compliance and the State’s complete satisfaction.
The following are brief resumes of the key contacts & technicians assigned to the UDC; each
description includes qualifications, education / training / work experience, and references.
Dale Cherrington, FSH Account Executive - Corrections
Mr. Cherrington will be the single point of contact for UDC or any questions or requests concerning
the contracted services, including (but not limited to) reports, compensation, service and

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maintenance, training, etc. Mr. Cherrington has been involved with the telecommunications
industry for the past 30 years, with 28 of those years focused on the inmate and pay phones provided
by Qwest Communications (formerly U S WEST).
Dale’s responsibilities have included supervisory responsibility for the installation, repair and
collection crews that maintained inmate and payphones in the State of Utah, along with a dispatch
center for Utah, Wyoming and Montana. Dale has had account management responsibilities for
UDC for the past 23 years During the past 11 years Dale has had Account Management
responsibilities for the Qwest Correctional facilities in Colorado, Utah and parts of Arizona. Dale
has a BS Degree in Marketing from the University of Utah.
Ken Jackman, Director of Operations for FSH Communications.
Mr. Jackman has been working in the telecommunications industry for over 34 years. He has been
involved with the payphone business for the past twenty years, as either the local field manager or as
the director. Mr. Jackman managed the initial installation of all of the pay telephones at Denver
International Airport during the construction phase and opening of the airport. He was also
involved in other major projects which include Coors Field, World Youth Day in Denver and the first
ever CART race in Denver. Ken's operations today encompasses pay phone and inmate services for
a 16 state area and includes all activities concerning installation, maintenance, collections, and
counting.
Michael Goeckeritz, FSH Operations Manager - Utah
Mike has over 35 years with Qwest (also known previously as Mountain Bell and U S West). This
has included four years in the business office as a service representative serving customers with
telecommunication concerns and needs, over 30 years as a technician installing and maintaining
public pay telephones and inmate telecommunication systems. Experiences in inmate
communication operations include services at Correctional Facilities such as: Utah State Prison,
Utah County Jail, Salt Lake County Jail, Tooele County Jail, Fremont, Cornell, Bonneville and
Orange Street Facilities. Michael has a BS Degree in Management from the University of Utah and
is currently manager of pay telephone and inmate operations in Utah, Wyoming, Idaho, and
Montana for FSH Communications.
Jeff Rawlings, FSH Telephone Technician
Jeff has been in telecommunications for 30 years. Of the 30, the last 19 years has been in Public
Communications. He has been involved in the installation and repair of Inmate Services the last 11
years working with all types of inmate services. He has installed systems in Weber County, Box
Elder County, and Duchesne County. He also assisted with the installation in the Maricopa County
Correctional Facility in Arizona. Experiences in inmate communication operations include services
at Correctional Facilities such as: Weber County, Box Elder County, Duchesne County and the State
of Utah Correction Facility. He recently completed the installation of the Summit County Jail. Jeff’s
experience and knowledge make him a valuable asset to our inmate team.
Anne Mercer, FSH Telephone Technician
Anne has been with Qwest for 30 years. In those 30 years, job responsibilities included installing and
repairing payphones. Maintained and service phones, installed cut off keys, etc. for correctional
facilities, such as Bonneville, Fremont, Orange and Cornell. Anne is currently employed with FSH,
performing the same duties and tasks. She has assisted other technicians in installations and repairs
in Correctional Facilities. Anne’s knowledge and experience with all areas makes her a benefit to our
company.

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Steve Bulloch, FSH Telephone Technician
Steve has been employed with Qwest Communication for 28 years. This included Central Office
Technician Operator and Frame Technician and a Public Telephone Technician.
Steve is
experienced in pay phone installation and repair, Special Service Installation and repair, digital and
analog transmission. He installed and maintained inmate phones and equipment at Winslow and
Phoenix, Arizona, Cedar Rapids Iowa, Central Utah Corrections. He has had training with fiber
optics transmission and fiber cable splicing. Steve graduated with BS Degree in Business
Management in 1993 at Southern Utah University.
Ray Eberly, FSH Telephone Technician
Ray has been with FSH Communications for two and a half years. In those years, he has been
involved in the installation and repair of pay phones and inmate phones. Experiences in inmate
communication operations include services at the Utah County Jail, Salt Lake County Jail, Weber
County Jail, Box Elder County Jail, and Summit County Jail. As of 2007, Ray has taken on
responsibilities for the Utah State Prison, which include inputting inmate’s telephone lists, repairing,
and maintaining telephones in the housing units and answering calls. His expertise in inmate
communications has enabled him to assist officers and faculty at the Utah State Prison with
numerous situations.
Elissa Thompson-Duckworth, FSH Inmate Site Administrator
Elissa has been with FSH since September 2006. Before working with FSH, Elissa worked for TNETIX for two years at the Utah State Prison in Gunnison, Utah provisioning inmate
communications. Currently with FSH, she is working with VAC inmate platform at the Utah State
Prison, Gunnison Utah Facility as the site administrator. Elissa is also knowledgeable with the
installation and repair of inmate phones.

4.4.5 Describe how you would handle/process UDC requests to add phones, remove phones,
etc. Describe how you would handle the addition or removal of phones in the event that
you deem such action as necessary. Keep in mind that any changes to the number of
phones would require prior approval from UDC.
FSH Response:
Accept and Comply
The Salt Lake City based, FSH Account Manager is available to meet with UDC personnel to handle any
requests to add or remove phones. Any changes in the number of phones would only take place with the
required prior approval from UDC. The RFP requirements relating to providing inmate telephones in
each housing unit have been met in the past and will continue to met by FSH

4.4.6 UDC personnel will assist contractor site administrators/technicians whenever possible by
notifying them of phone failures, damage and other inmate system maintenance
needs/requirements.
FSH Response:
Accept and Comply

4.4.7 Offeror must be willing and able, at no cost to the State, to demonstrate their proposed

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inmate system to assure UDC that proposed systems/service can perform as specified by
the State.
FSH Response:
Accept and Comply
FSH would be pleased to conduct a demonstration of the Focus 100 system already in place at USP
and CUCF.

4.4.8 Contractor shall maintain inmate system in good working order throughout the contract
term. Warranties, remedies, etc. identified in this RFP apply.
FSH Response:
Accept and Comply

4.4.9 UDC will establish hours of accessibility to inmate phones for repairs, service checks, etc.
Access, at any time, may be denied to ensure the safety of UDC personnel, contractor
personnel and/or to maintain institutional control.
FSH Response:
Accept and Comply

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4.5

Inmate Communication Systems / Services

Service and Reliability
4.5.1 Provide the following offeror information: company/corporate name and address; official
representative’s name and business address, telephone number, fax number and email
address.
FSH Response:
Accept and Comply

FSH Corporate Headquarters

FSH Sales / Service Headquarters

Donald V. Goens, President and CEO
don.goens@fshcommunications.com
100 West Monroe, Suite 2101
Chicago, IL 60603
(312) 269-9937 Office
(312) 269-9943 FAX

Steve Loggans, VP General Manager
steven.loggans@qwest.com
2424 West Camelback Road
Phoenix, AZ 85015
(602) 630-6070 Office
(602) 249-5111 FAX

Mr. Goens, as President and CEO of FSH Communications, is ultimately responsible for the
performance under a contract with UDC for the services outlined in this RFP. Mr. Loggans, as Vice
President and General Manager, is responsible for the Sales and Service (management and
performance) of all contractual requirements.
In addition to Mr. Goens and Mr. Loggans, UDC will have a Utah-based single point-of-contact
(Mr. Dale Cherrington) who is supported by a Service and Product team specifically dedicated to the
State. Mr. Dale Cherrington, your FSH Account Executive is located at 2608 Terah Maria Drive,
Taylorsville, Utah 84118, and can be reached at (801) 969-6399. Dale’s fax number is (801) 963-2308
and his email address is dale.cherrington@fshcommunications.com

4.5.2 Describe your organization, e.g., proprietorship, partnership, corporation, etc.
FSH Response:
Accept and Comply
 
FSH Communications, LLC is a Limited Liability Company. Federal I.D. Number:
20-0869547. DUNS 168024235.

4.5.3 Specify the year in which your company was organized to do business, substantially as
the entity which now exists, whether or not your organization has subsequently changed
as a result of incorporation, merger or other organizational change, and regardless of
name changes. The intent of this requirement is to ascertain offeror’s longevity of
continuous operation.
FSH Response:
Accept and Comply

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FSH Communications, LLC was formed in February 2004 and began operations in August 2004 as a
newly established company – however its employees have provisioned pay telephone services for
Retail and Corrections customers – UDC being one of several hundred, for well over 25 years.
FSH Communications purchased the assets of the Qwest Public Access Solutions (PAS) division
(the public and inmate pay telephone group of Qwest’s) in 2004. Qwest, like many of the other
telephone companies in the United States, determined that PAS was not part of its strategic product
line and therefore sought a buyer who would continue to serve the customer base with the same
attention and dedication. FSH is fully funded, has the customer base to sustain itself, the backing of
Qwest and the support of premier technology associates such as VAC. In essence, we have been ‘in

business’ since pay telephones were invented!

Our entire executive body and staff are senior veterans having worked in the ‘payphone divisions’ of
Qwest, U S WEST, SBC, Ameritech, Verizon, and many others. The average number of years

serving the Public Telephone Markets is 20 years, and over 30 years working in the
Telecommunications industry!
This company was formed to specifically serve this market and having acquired the entire asset base
of tools, trucks, systems, computers, phones, spare parts, etc. from Qwest the transition has
essentially been transparent to the customers and end users. Approximately half of the FSH staff
(and nearly 100% of its managers) were formerly employed by Qwest Public Access Solutions and
were directly hired by FSH due to their expertise and dedication to the market and its customers.

4.5.4 Provide the name, office address and business telephone number for your
organization’s principal officer(s); include (minimally) the officers who hold the following
functional positions: 1) Board Chairman, if a corporation, 2) President or other Chief
Executive Officer, 3) Corporate Secretary, if a corporation and 4) Chief Financial Officer.
FSH Response:
Accept and Comply
FSH is uniquely qualified and dedicated to providing superior public and inmate telephone systems
and services. The following management-level officers will have direct responsibility for the
performance of a contract resulting from this RFP:

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NAME

TITLE

Inmate Communication Systems / Services

ADDRESS

TELEPHONE

Donald V. Goens President and Chief
Executive Officer

100 W. Monroe Street
Suite 2101
Chicago, IL 60603

(312) 269-9937

Michael L.
Johnson

EVP General
Counsel & Secretary

100 W. Monroe Street
Suite 2101
Chicago, IL 60603

(312) 269-9937

Michael Tatom

EVP Business
Development

100 W. Monroe Street
Suite 2101
Chicago, IL 60603

(312) 269-9937

Keith Morris

Chief Financial
Officer

100 W. Monroe Street
Suite 2101
Chicago, IL 60603

(312) 269-9937

Steve Loggans

Vice President
General Manager

21420 N. 15th Lane
Suite 100
Phoenix, AZ 85027

(623) 516-4540

Joe Rogers

Vice President
Information
Technology

100 W. Monroe Street
Suite 2101
Chicago, IL 60603

(312) 269-9937

Below are brief FSH resumes of the executive officers and key personnel assigned to UDC; each
description includes qualifications, education / training / work experience, and references.
Don Goens, President and Chief Executive Officer
Mr. Goens is the President of FSH Communications, the largest independently owned pay phone
company in the United States. From 2003 to 2004, he served as Vice President-Wholesale Services,
Qwest Communications, with responsibility for the Public Communications segment. From 2001 to
2003 he served as President FSH Enterprises, where he provided consulting to companies such as
Urban Communications a VDSL service provider. From 1997 to 2001, Goens served as division
President of SBC Public Communications, the largest pay phone company in the U.S., with over
$900 million in revenue. He had full P & L responsibility for all retail pay phones, inmate calling
services and prepaid cards in a 13 state market. From 1994 to 1997, Goens served as Ameritech VicePresident of Finance in two multi-billion dollar retail divisions, where he was responsible for all
internal financial operations. He also served as Ameritech Vice-President of Sales and Service for
the $3.5 billion consumer retail business and Chief Financial Officer of Illinois Bell, the largest
subsidiary of Ameritech with $3.6 billion in revenue.
Mr. Goens has an MBA in finance and economics from J.L. Kellogg Graduate School of
Management and a B.S. in accounting from Indiana University. He is also a CPA.
Michael L. Johnson, Executive Vice President, General Counsel and Secretary

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Mr. Johnson has more than 16 years of experience representing clients in the telecommunications
industry and in serving in executive management positions. From 1994 to 2001, Mr. Johnson served
as Vice President General Counsel for the Ameritech (subsequently SBC) Public Access Business
division. In his role, he participated in numerous industry forums addressing the transition from a
regulated to a deregulated payphone environment, which was ultimately achieved through federal
mandate with the enactment of the Telecommunications Act of 1996.
Prior to 1994, Mr. Johnson served as General Counsel for the Ameritech Telephone Industry Services
division, as well as in other senior counsel positions, since joining Ameritech in 1989. Upon
graduating from the University of Michigan Law School in Ann Arbor, Michigan, Mr. Johnson began
his legal career in 1986, as an associate with the Detroit based law firm of Dickinson, Wright. He
specialized in employment law and commercial litigation. In addition to a law degree, Mr. Johnson
holds a bachelor and masters degree in education.
Michael Tatom, Executive Vice President Business Development
Mr. Tatom has more than 30 years of telecommunications experience in operations and executive
management. From 1998 to 2000, Mr. Tatom served as the Chief Operating Officer of Macomb S.A.
de C.V. (a CLEC operating in Mexico City and Puebla) where he was responsible for launching the
business. Using a “smart build” that he developed, the company was able to grow 17, 000 lines in
the first 8 months of operation. From 1997 to 1998 Tatom was Vice President of US West
headquartered in Denver Colorado. Mr. Tatom established the Designed Services organization that
provided broadband for the 14 state region. Under his leadership, US West launched the first
commercial DSL services in 1997 and initiated the first field trial of VDSL service. Mr. Tatom was
also responsible for team managing the growth and operations budget of the company and was able
to reduce capital requirements by more than 20% in the first year of his leadership. From 1993
through 1997, Mr. Tatom held several officer level jobs at Ameritech, headquartered in Chicago,
Illinois. While Vice President for the Custom Business Unit, he consolidated 28 centers into 5,
reducing year over year operating costs by more than 25%. In that same capacity he was key in
launching the managed services business for Ameritech and negotiated and implemented the largest
and most profitable service contract in company history.
Mr. Tatom holds an undergraduate degree in business administration from Eastern Kentucky
University, masters in business in business administration from Fairleigh Dickinson University and
a certificate in advanced management from Case Western Reserve University.
Keith Morris, Chief Financial Officer
Mr. Morris is responsible for all Accounting and Finance related activities for FSH. He has over 25
years of diverse experience in both private and public companies, including the last 17 years in
various financial executive roles.
Prior to joining FSH, he was Vice President of Finance for a publicly held real estate management
and development company, where he implemented a formal cost control program and enhanced
financial reporting that focused on key under-performing assets and also led a department
restructuring. Mr. Morris also served 10 years as Vice President of Finance for two start-up food
manufacturing companies where he developed the financial reporting, systems, and infrastructure to
accommodate growth rates in excess of 500% and helped secure the necessary bank financing and
investor equity. Mr. Morris played an integral role in the subsequent sale of these start-ups to large
public companies. He has extensive experience in finance operations, integrations and acquisitions,
financial reporting, and treasury.

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Mr. Morris began his finance career at Price Waterhouse in Chicago. Mr. Morris graduated with a
Bachelor’s in Business Administration degree from the University of Notre Dame in 1981. He is a
C.P.A.
Steven Loggans, Vice President and General Manager, Executive Team Member
Mr. Loggans previously was the Senior Director for Qwest Communications Public Communications
business unit and was instrumental in transitioning this business unit to FSH Communications. Mr.
Loggans is responsible for all Sales, Operations, Marketing and Product organizations within FSH
Communications.
Mr. Loggans has over 30 years experience in the telecommunications industry, with the firms of
Motorola, Nortel Networks, Qwest Communications and FSH Communications. Professional
accomplishments include directing the operations of a Nortel direct sales and service organization
supporting Phoenix and Tucson, with an installed base of over 30,000 lines. While at Motorola, he
implemented the first large customer owned PAPX systems in Arizona after the Carterphone
decision. Additionally, Mr. Loggans implemented a customer self-maintenance organization for
these systems.
Mr. Loggans possesses a Bachelor of Science in Business Administration from the University of
Phoenix - Phoenix, Arizona and has completed over 1000 classroom hours of programmed training in
human resources, leadership and labor relations.
Joseph Rogers, Vice President of Information Technology
Mr. Rogers has over 30 years of telephony and systems development experience. He is responsible
for directing the corporate-wide data, network, and system efforts for FSH Communications.
Prior to joining FSH Communications Mr. Rogers was the Vice President of Information
Technology for MySmartBenefits where he lead the development of customer support systems that
resulted in a 87% deduction in the manual effort required to adjudicate dental claims. From 1994 to
2000, Mr. Rogers was the head of Information Technology for Ameritech’s wholesale business unit
and holds several patents for innovated electronic commerce applications that supported
Ameritech’s wholesale customers. He is currently completing his Master of Information Systems
degree at the University of Illinois Springfield and is a graduate of the University of Illinois
Springfield with a Bachelor’ in Computer Science.

4.5.5 Provide the name, title/position, contact information and credentials of the individual
who would be responsible for “contract” oversight.
FSH Response:
Accept and Comply
UDC will have a Utah-based single point-of-contact (Mr. Dale Cherrington) who is supported by a
Service and Product team specifically dedicated to the State. Mr. Dale Cherrington, your FSH
Account Executive is located at:
Dale Cherrington
2608 Terah Maria Drive

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Taylorsville, Utah 84118
and can be reached at:
Office Number 801-969-6399
Cell Phone
801-259-9925
Fax Number
801-963-2308
Toll Free
800-265-7539
e-mail
dale.cherrington@fshcommunications.com
The following is a brief resume of Mr. Cherrington to include qualifications, education / training /
work experience, and references:
Dale Cherrington, FSH Account Executive - Corrections
Mr. Cherrington will be the single point of contact for UDC or any questions or requests concerning
the contracted services, including (but not limited to) reports, compensation, service and
maintenance, training, etc. Mr. Cherrington has been involved with the telecommunications
industry for the past 30 years, with 28 of those years focused on the inmate and pay phones provided
by Qwest Communications (formerly U S WEST). Dale is the recipient of several company awards
including the President’s club and Council of Leaders.
Dale’s responsibilities have included supervisory responsibility for the installation, repair and
collection crews that maintained inmate and payphones in the State of Utah, along with a dispatch
center for Utah, Wyoming and Montana. Dale has provided account management responsibilities for
UDC for the past 23 years During the past 11 years Dale has had Account Management
responsibilities for the Qwest Correctional facilities in Colorado, Utah and parts of Arizona.
At FSH we pride ourselves on being lean and agile. What this means to The State of Utah DOC is
that in addition to a dedicated staff of Utah-based employees and a single point of contact (Mr. Dale
Cherrington) who is responsible for the fulfillment of the contract terms and management of our
selected technology vendor; the State has the immediate attention of FSH senior leadership and its
executive body.
It is our philosophy of team work, creative problem solving, innovative and dynamic relationships
that allow us to be especially responsive to our customers. We emphasize personal accountability in
all we do – no matter the level of employee.
The FSH hierarchy is streamlined for optimal communication and focus, in addition to the officers
noted above, the following management personnel will have direct responsibility for the performance
of the contract resulting from the RFP:
MANAGER

TITLE

TELEPHONE

Dana Alixander

Director – Sales

(206) 431-4820

James Brandt

Director – Infrastructure

(425) 481-5249

Greg Button

Director - Customer Service

(503) 425-1020

Bob Dubay

Director – Corrections Products

(503) 407-7890

Ken Jackman

Director – Operations

(801) 563-5100

Shellie Luallin

Director – Information Technology

(303) 805-4385

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Mike Goeckeritz

Operations Manager – Utah

(801)-563-5809

Dale Cherrington

Account Executive – Utah - Colorado

801-969-6399

Denitrice Jenkins

Customer Account Consultant

(806) 872-5212

Deb Walker

Manager – Corrections Services / Repair

(503) 425-1030

The State of Utah DOC can be assured that it may call upon any one of the FSH team, from our
Chairman Don Goens to our administrative staff, and they will receive the same high quality
customer service. Our organization is very diverse, purposely, as we understand the value of the
contributions inherent in the workplace. We are as varied ethnically, in gender, expertise, cultural
and religious backgrounds, age, and abilities as any company who has a genuine commitment to fair
and equal treatment of its employees and customers.
FSH has employed many of the same individuals who were part of the Qwest Public Access
Solutions division (payphone group) and therefore has had little training requirements. We continue
to employee technicians who have specialized in the public telephone business, which further
reduces technical training time. Our salary and benefits are commensurate and often exceed
companies of similar size and industry. FSH offers a robust benefits and vacation plan.
We do, however, place considerable emphasis on customer service and cross-training. FSH
maintains a robust online reference and training program which provides detailed instructions on
everything from tariffs, to payphone programming, to contract / legal parameters for the company.
This material is continuously updated by a dedicated resource (program manager). All contracts are
accessible by any employee so that he/she understands the obligations we have committed to in
serving our customers’ individual requirements.
New employees shadow existing employees to ensure the continuity so necessary to serving our
customers with the highest level of integrity and accuracy.
FSH will use only currently manufactured and technically supported equipment for the term of the
contract. The scalable functionality of the proposed system will allow the State the flexibility it will
require over the term to change and grow as its needs dictate. The employees assigned to The State
of Utah DOC are highly experienced in the Corrections’ industry.
Although today FSH is primarily a Public and Inmate Telephone Services provider it intends to
evolve into other services and technology. We are actively engaged with several cutting edge
entrepreneurs who will allow us to bring additional solutions to the public and inmate markets over
the term of the contract.

4.5.6 If any change in ownership and/or control of your organization is anticipated within the
twelve (12) months following this RFP’s due date, then describe the anticipated change,
its likely ramifications and when the change is likely to occur.
FSH Response:
Accept and Comply
FSH is not contemplating nor does it anticipate any change in ownership or control of the company
during the twelve (12) months following the proposal due date.

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4.5.7 Provide the names, titles/positions and telephone numbers for all management-level
personnel who would have direct responsibility for any/all contract services provided to
UDC.
FSH Response:
Accept and Comply
The following management personnel will have direct responsibility for the performance of the
contract resulting from the RFP:
MANAGER

TITLE

TELEPHONE

Dana Alixander

Director – Sales

(206) 431-4820

Dale Cherrington

Account Executive – Utah - Colorado

(801)969-6399

Bob Dubay

Director – Corrections Products

(503) 425-1022

Ken Jackman

Director – Operations

(801) 563-5100

Mike Goeckeritz

Operations Manager – Utah

(801)-563-5809

Deb Walker

Manager – Corrections Services / Repair

(503) 425-1030

Denitrice Jenkins

Customer Account Consultant

(806) 872-5212

4.5.8 Describe your Utah-based service operation/organization; include: 1) service location
information, e.g., hours of operation, business address, telephone number, fax number,
email address, etc. and 2) number and location of your Utah-based, factory trained
personnel.
FSH Response:
Accept and Comply
 
Salt Lake City Service Center
8415 S 700 W Unit #18
Sandy, Utah
Hours 8AM – 5 PM
Telephone Number 801-563-5809
FAX Number 801-352-7742
e-mail
Mike.Goeckeritz@fshcommunications.com
4 Technicians & 2 Managers
FSH technicians are located in Ogden, Salt Lake City, Saratoga Springs, Cedar City and Gunnison,
Utah
Salt Lake City Account Executive – Dale Cherrington is located in Taylorsville Utah and maintains a
home office.
Office Number 801-969-6399

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Cell Phone
Fax Number
Toll Free
e-mail

Inmate Communication Systems / Services

801-259-9925
801-963-2308
800-265-7539
dale.cherrington@fshcommunications.com

 

4.5.9 Contractor shall designate a limited number of personnel, to include site system
administrators/technicians, to work at UDC sites. These individuals must pass criminal
identification and records checks before being issued UDC contractor identification
cards which must be on their person to enter and to work within UDC facilities. They
must agree to and they must sign a standard UDC document which prohibits their
forming or carrying on any personal relationship(s) and/or "fraternization” between UDC
personnel, contract personnel, volunteers and/or inmate(s). UDC must ultimately
approve contractor personnel to work at UDC sites. Describe your organization’s
selection process for personnel who would be assigned to UDC sites.
FSH Response:
Accept and Comply
 
FSH currently has six (6) personnel with security clearance and UDC contractor ID cards including two
(2) Salt Lake Management employees. The two full time and one backup site administrators assigned to
UDC provide 80 hours per week system administration at USP and CUCF.
The full time site administrators were selected based upon their knowledge of telecommunications,
previous experience and successfully passing a mandatory drug and criminal background check.
Elissa Thompson, the FSH system administrator at CUCF has been in place for 3 ½ years and became a
full time FSH employee in September 2006. Ray Eberly the full time site administrator at USP has been
in place since September 2006 and has over 3 ½ years of telecommunications experience. Jeff Rawlins
has worked for FSH, Qwest, U S WEST and Mountain Bell for over 30 years and provides back up
support for both USP and CUCF.
FSH also has two Salt Lake City based management employees directly responsible for overseeing all
aspects of service and account management of the UDC inmate telephone system. Mike Goeckeritz and
Dale Cherrington each have over 30 years with FSH , Qwest, US WEST and Mountain Bell. Mike has
had supervisory responsibility for the service and repair functions at the USP and CUCF facilities during
the past two contracts and Dale Cherrington has been responsible for the account management of the
UDC contract since 1984.

4.5.10 How long has your organization been providing inmate communication systems/service
comparable to that specified in this RFP, whether to the public sector and/or to the
private sector? Provide a brief description of such systems/service. Include a list of ten
(10) such systems/service that your organization presently has in operation in correctional
facilities, include the number of inmate phones installed at each of the ten sites.
FSH Response:
Accept and Comply

February 27, 2008

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State of Utah Request for Proposals

4.6

Inmate Communication Systems / Services

Costs and Commission Structure
4.6.1 The State of Utah is interested in reducing inmate call costs. To that end, the State has
defined call rates. The rates cannot be increased at any point during the six-year term of
the contract unless the State (UDC) chooses to do so. Note: Six years assumes that the
contractor successfully meets the State’s expectations such that the contact is renewed
for all possible extensions.
In that the State has defined call rates, the only remaining “unknown” is the commission
to be paid to the State of Utah. Offerors must compute/propose the commission based
upon the State’s defined call rates. Offerors cannot propose “lower” than “defined” call
rates as an inducement to the State.
1. All calls will be rated with one (1) minute intervals. At no time will the offeror round
calling minutes above this specification, e.g., three (3) minute minimal calls will not
be allowed.
Offeror shall acknowledge their agreement with this requirement.
FSH Response:
Accept and Comply
FSH has and will continue to comply with the states defined call rates requirement.

2. The State of Utah is specifying the exact call charges to be charged on both collect
and debit rates. There will be no exception(s) to these specified rates. Offerors will
be disqualified if they propose higher than stated (defined) call rates.
Any taxes, fees and/or surcharges charged to the end-user shall be rated as passthrough (zero mark-up). This includes any local, state and/or federally mandated
taxes, fees and/or surcharges. This includes, but is not limited to, the Universal
Service Fund. For example, the current Universal Service Fund is as follows:
°

The Federal Universal Service Fund surcharge, for 1st Qtr 07, is assessed at
9.7%. This factor is reviewed quarterly and the FCC announces the factor prior to
the start of a new quarter.

°

The current Utah Universal Service Fund surcharge is 0.5% and became
effective 8/1/06. This was the first change in the factor since 12/2003.

The contractor must add exactly these charges to the call rates defined by the State;
contractor markup(s) on taxes/fees/surcharges will not be allowed. Any changes in
these taxes/fees/surcharges by the governing agency will be passed on directly to
the end-user with no markup by (for) the contractor.

February 27, 2008

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State of Utah Request for Proposals

Inmate Communication Systems / Services

Offeror shall acknowledge their agreement with this requirement.
FSH Response:
Accept and Comply
The FSH proposal complies with the exact call charges as described above

3. There will be no Property (Premise) Imposed Fee (PIF) of any kind allowed on
inmate telephone calls.
Offeror shall acknowledge their agreement with this requirement.
FSH Response:
Accept and Comply
FSH Communications does not impose a Property Premise imposed fee on any calls from the
UDC facilities.

4. Offerors shall provide an all-inclusive “sample” bill (invoice) that delineates exactly
what people who accept inmate calls would receive by way of their monthly
inmate/payphone telephone bill. The successful contractor shall assess only State of
Utah specified call rates (refer to Item 6.). What the successful contractor can and
cannot assess is delineated/specified throughout this RFP document; examples
follow:
°

Para 4.6.1, Item 2. states, “Any taxes, fees and/or surcharges charged to the
end-user shall be rated as pass-through. This includes any local, state and/or
federally mandated taxes, fees and/or surcharges.”

°

Para 4.6.1, Item 3. states, “There will be no Property (Premise) Imposed Fee
(PIF) of any kind allowed on inmate telephone calls.”

In summary, if the format of your “sample” bill does not accommodate the State’s
billing-related specifications that are embodied in this RFP such as State-defined call
rates, permissible fees, non-permissible fees, etc., then you must modify (customize)
your standard bill format so as to accommodate all of the State’s specifications. It is
not good enough to agree to (state your compliance with) this requirement
contingent upon contract award. Rather, you must provide, as part of your RFP
response, a sample bill that complies with all of the State’s billing specifications and
that would be used by you in the event that you become the State’s inmate
communication systems/service contractor. You cannot simply provide your
standard/generic bill (invoice), unless, coincidentally, it actually embodies all of the
State’s billing specifications.
At no time throughout the contract term can the contractor:

February 27, 2008

Page 122 of 139

State of Utah Request for Proposals

°
°

Inmate Communication Systems / Services

Assess State prohibited (denied) fees, charges, etc.
Increase the State’s specified call rates

Offeror shall acknowledge their agreement with this requirement and offeror shall
provide the requested “sample” bill (invoice).
FSH Response:
Accept and Comply.
FSH utilizes Qwest Communications as it’s billing agent for all local and long distance calls within
Utah. Long distance Calls outside of the State of Utah are handled by ILD a sample bill from Qwest
Communications and ILD are included below.
In today’s diverse telecommunications industry, there are situations when collect calls cannot be it
billed to the called party’s phone bill. For these customers, FSH offers families with CLEC or other
un-billable local exchange service, our V-Connect Advance Pay Program, which is set up by the
called party. Because this option requires the inmate’s families to pre-pay for calls no bill is
generated. The call rates mandated by the State of Utah are assed for advance pay accounts.

February 27, 2008

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State of Utah Request for Proposals

Inmate Communication Systems / Services

QWEST COMMUNICATIONS SAMPLE BILL

Page 3 of 5
CUSTOMER NAME
Account Number: XXX-XXX-XXXX XXXR
Visit www.qwest.com

Customer Service 1 800 244-1111

Qwest Local Service Detail
Item Rate

Subtotal

Home Telephone
Charges from Feb 10 to Mar 09
Basic Services
1
Extended Area Calling
1
Residence Line

2.50
11.00

Optional Services
1*
Customer Equipment
1
Caller Identification

0.00
7.50
$21.00

Special Service Charges
Date
Time
1. Jan 17
9:06 P
Collect
2. Jan 30
9:28 P
Collect
3. Feb 05
7:13 P
Collect

Place
To LOCAL
Fr CORFAC
To LOCAL
Fr CORFAC
To LOCAL
Fr CORFAC

UT
UT
UT

Number
801 966 3832
801 495 9900
801 966 3832
801 495 9900
801 966 3832
801 495 9900

Type

Minutes

F

7

3.15

F

4

3.15

F

5

3.15
$9.45

Type of Call Codes:
F-Day Station – Operator or Calling Card Rate
Taxes, Fees & Surcharges
The following charges are permitted by local, state and federal
governments. For more information, visit our website at
www.qwest.com.
Federal Excise at 3%
State Sales at 4.75%
City Sales at 1.35%
Special District Sales at .5%
Recovery of Municipal Telecommunications Tax
State 911 at $.13 per access line
This surcharge funds the cost of providing emergency
Services communications systems in your community.
Local 911 at $.65 per access line
This surcharge funds the cost of providing emergency
Services communications systems in your community.
Federal Universal Serv Fund at 9.7%
This charge recovers the amount Qwest contributes to
the Federal Universal Service Fund. This fund helps
keep local phones rates affordable for all Americans.
Utah Universal Service Support Fund
This charge recovers the amount Qwest remits to the Public
Service Commission. This fund helps keep basic exchange
rates affordable.
Telecommunications Relay Service Fund at $.10 per access line
This charge funds relay centers that help hearing- and
Speech-impaired customers make and receive calls.

February 27, 2008

1.17
1.85
.52
.19
1.47
.13

.65

.61

.15

.10

Page 124 of 139

State of Utah Request for Proposals

Inmate Communication Systems / Services

ILD SAMPLE BILL

ILD Teleselvices
Teleservices Charges

LD
DI
Selvices
Services
Billing on behalf ofIOS
of lOS

Calls billed to 425-481-5249
425-48 1-5249
Miscellaneous Charges and Credits
C.'edits
Date
Description
DMe
Descllptioll
Feb 09 Federal Universal Service
Selvice FIUld
FlUid
CatTier Cost Recovery
Feb 09 Canier
RecovelY
R~overy Fee

$0.35
SO.35
$0.71
SO.71

Total Services
Selvices
TOlal

$4.51
S4.51

Tax & Fees
City utility tax
Cily
State & Local Sales Tax

$0.29
SO.29
$0.40
S0.40

& Fees
Total Tax 8:

$0.69
50.69

$3.45
$ 3.45

Teleselvices
Total New Charges for ILD
fLD Teleservices

$5.20
55.20

fessages from lLD Telesetvices
Teleservices
Teleselvices
Messages
Tax & Fees
fees
Govel1lments. Fees are explained by
Governments.
All tax and fees are authorized by Federal,
FederaL State or Local Govenullents.
selecting the <D
CD icon by the tel=.
tenn.
lel'lll.
How to Reach lLD
ILD Teleservices
Teleselvices

Bills, Orders.
Orders, Repairs, Special
Services: Phone Nmnbers
Numbers
Sp~ial Selvices:
Billing questions

1-800-433-4518

How to Reach 105
lOS
Verizon.com
Verizon.col11
Verizon.colll Online Bill
Bills,
Selvices: Phone Numbers
Bills. Orders,
Ol'ders. Repairs,
Repairs. Special Services:
Billing
Billillg questions

1-800-433-4518

Calls billed to 425-481-5249
Date
2/06
2106
fi·om
Called from

Time
02:13PM
02:13P~'1

Number Called Place Called
425-481-5249 Bothell WA
\VA
801-495-9900 Draper UT
lIT

Rate
Type
Collect Day

Minutes Amollnt
Amount Group
Minllles
1.00
3.45
$S 3.45

Subtotal

February 27, 2008

"""

FSH:

communications
communIcations
communicatIons

Page 125 of 139

State of Utah Request for Proposals

5.

Inmate Communication Systems / Services

The following time limits will be placed on inmate telephone calls:
°
°

Local Calls - 30 minutes
All Other Calls - 30 minutes

Note: UDC can change time limits if/when they choose throughout the contract term.
FSH Response:
Accept and Comply
All calls placed from the FSH inmate telephone calls meet the call limits as state above (30
minutes) FSH agrees that the time limits may be changed when specifically authorized by UDC.

6. The State of Utah is specifying inmate calling rates. At no time during the term of the
contract will the contractor vary from these rates without the explicit written
authorization from the State of Utah.
UDC does not currently allow debit calling. However, the successful contractor must
be capable of providing for debit calling if/when UDC permits such calling.
Inmate Collect or
Advance Pay
Local
Intra-Lata
Intra-State
Inter-State

Connect Rate
$3.15
$2.80
$2.80
$3.00

Per Minute Rate
No Local Message Charge
$0.12
$0.12
$0.45

Inmate Debit or
Pre-Paid Card
Local
Intra-Lata
Intra-State
Inter-State
Mexico
All Other Countries

Connect Rate
$2.50
$2.25
$2.25
$2.55
$2.55
$3.55

Per Minute Rate
No Local Message Charge
$0.10
$0.10
$0.35
$0.75
$1.00

°

February 27, 2008

The above collect, advance pay, debit and pre-paid card call rates, plus any
governmental mandated taxes and/or fees, are the only rates and fees that will
be allowed by the State of Utah, as specified in this RFP, for collect, advance
pay, debit and pre-paid card calls throughout the contract term (initial three-year
term, renewable for a subsequent two-year term followed by a final one-year
term; potentially six years). Property (Premise) Imposed Fees (PIFs) will not be
allowed. Special billing charges will not be allowed. Any/all one-time fees/charges
to establish pre-paid calling plans and credit card fees/charges to establish prepaid accounts must be disclosed and must be approved by the State of Utah
prior to implementation.
Page 126 of 139

State of Utah Request for Proposals

Inmate Communication Systems / Services

°

Refer to: “Attachment V - Utah Lata Map”

°

Per minute rates do not/cannot include mileage and/or time-of-day variations.

°

The above rates include the Payphone Usage Charge. This charge cannot be
added separately.

°

Debit calling charges to countries other than Mexico and all 50 states shall be at
the flat connect and per minute rates specified above. This includes all other
countries within the North American Numbering Plan.

Offeror shall acknowledge their understanding of and shall confirm their agreement
with these rates (these requirements).
Exception(s) cannot be taken to these requirements.
FSH Response:
Accept and Comply
FSH acknowledges and agrees with the above rates and takes no exception to the specified rates.

7. Payphones identified in Attachment I as “Payphone” and as “Electronic Payphone”
shall be excluded from the above “inmate” telephone call rate specifications.
“Attachment VI - Call Cost & Commission Calculation” requires offerors to provide their
proposed payphone call cost and their proposed payphone commission rate; refer to
4.6.1.12.
Offeror shall acknowledge their understanding of and shall confirm their agreement
with this requirement.
FSH Response:
Accept and Comply
FSH acknowledges and agrees with the Payphone and Electronic Payphone specifications
Local Call Rate = $0.50
Long distance = 4 minutes for $1.00 & $0.25 each additional minute
Directory assistance = $0.75

8. Person-to-Person calls or other calling charges that vary from the above-specified
Station-to-Station calls will not be permitted.
Offeror shall acknowledge their agreement with this requirement.
FSH Response:

February 27, 2008

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State of Utah Request for Proposals

Inmate Communication Systems / Services

Accept and Comply
FSH acknowledges and agrees with the Person –to-Person call and Station to Station call
restrictions.

9. UDC would like that their inmate system contractor be capable of providing
international calling. Describe your inmate system’s international calling capabilities. If
your inmate system is capable of processing international calls, then your
(contractor’s) recommended schedule of rates must be approved by the State of
Utah prior to implementation.
Note: At present, UDC has chosen not to allow pre-paid international calling. UDC
may or may not permit such calling in the future.
Offeror shall acknowledge their agreement with this requirement.
FSH Response:
Accept and Comply
FSH has recently established a relationship with NCIC the only company currently offering
international collect calls.
NCIC is a global telecommunications company specializing in customized operator services,
with a focus towards inmate calling products, such as Collect, Prepaid and Credit Card Collect
Calls. NCIC offers automated and live operator services utilizing their own operator center based
in the USA. International collect calling by NCIC’s international collect is currently being used
at two of FSH’s Utah accounts and is available for immediate implementation at both Utah DOC
facilities without charge to UDC or the State of Utah
Due to the high costs of providing international collect calling the commission structure for
international collect is based upon the amount received by FSH Communications rather than the
total cost of the inmate phone call. This is the only type of call where FSH does not pay
commission on gross revenue.
The current Focus 100 system in place at both UDC facilities has the capability of implementing
a Pre-Paid Voucher system. Once a pre-paid voucher is purchased by the inmate all funds are
transferred to the inmate’s PIN number once the voucher is activated. This eliminates the need
for the inmate to retain a card in his possession. Once funds are transferred to the inmate’s PIN
number he is given the choice to place a collect call or a debit call. Unauthorized use of an
inmate’s pin number is protected by voice print technology already in place at both UDC
facilities.
Pre-Paid vouchers are an excellent way to provide access to international calling for inmates
wishing to place international telephone calls to numbers that do not have a collect billing
arrangements in place. This feature is included as a part of the FSH offer and can be
implemented without charge to UDC.
The options listed above provides UDC two methods of providing international calling via pre-

February 27, 2008

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Inmate Communication Systems / Services

paid vouchers and or international collect using the FSH relationship with NCIC. Both options
are included as part of the FSH offer. FSH agrees to the State’s requirement to approve rates
prior to implementation

10. If Utah legislation passes and/or if the Utah Public Service Commission (PSC)
and/or if the Federal Communications Commission (FCC) change their no rate cap
policies and/or impose rates/commissions different from those awarded as a result
of this RFP, then mid-term contract negotiations would be required. Describe how
rates and/or commissions would be affected in this scenario. Describe the method
by which you would propose to renegotiate commission rate(s) if the State
Legislature, the PSC and/or the FCC change their no rate cap policies and/or
impose rates/commissions different from those awarded as a result of this RFP. The
incumbent contractor’s method would be approved or altered by the State of Utah at
its (the State’s) sole discretion. The incumbent contractor’s compliance to a State
alternate method would be mandatory. If incumbent contractor is unwilling and/or is
unable to comply, then the State would release a new inmate communication
systems/service RFP. Under no circumstance would the incumbent contractor whose
contract was canceled be allowed to subsequently submit (resubmit) a proposal.
Offeror shall acknowledge their agreement with this requirement.
FSH Response:
Accept and Comply
FSH would apply new rate structure to average call / message volumes to determine gross
revenue impact. From that point we’d apply our expenses, without a commission amount, to
determine the initial financial impact to provisioning the service. Assuming that the net margin,
at this stage, is positive, we’d then apply a commission percent (various amounts) to determine
what could be offered to the State. Our initial goal would be to maintain our margin without
going negative. The methodology and analysis detail would be provided to the State to facilitate
final negotiations with the understanding that the State has the sole right to approve or modify
said methodology. Our goal, as always, is to operate with an ‘open book’ policy and work
towards mutual success with our customers.

11. Commissions shall be paid on the gross revenues on all completed collect calls,
debit calls, pre-paid calls and pre-paid card calls. The inability of a contractor to
process or receive payment on telephone call(s) that prove to be unbillable (inclusive
of C-LEC unbillable), uncollectible and/or fraudulent shall have no direct or indirect
bearing on the commissions paid to the State of Utah.
Offeror shall acknowledge their agreement with this requirement.
An exception cannot be taken to this requirement.
FSH Response:
Accept and Comply

February 27, 2008

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Inmate Communication Systems / Services

Calls that are accepted are rated for the duration, be they collect or debit, the total cost is
calculated as gross revenue. There are no deductions for unbillable or uncollected calls. FSH
offers a flat commission rate structure that is easily audited and predictable.

12. Offerors must complete “Attachment VI - Call Cost & Commission Calculation”, which
is to say, fill-in the “Proposed Commission Rate (%)” column (yellow cells) and fill-in
your proposed payphone call cost and your proposed payphone commission rate;
refer to 4.6.1.7. Offerors who fail to complete Attachment VI will be removed from
further evaluation/award consideration.
Offeror shall acknowledge their understanding of this requirement.
FSH Response:
Accept and Comply.
The proposed FSH commission rate has been provided as directed by the State of Utah and
UDC.

13. The State of Utah - UDC will initiate random calls from inmate telephones and
payphones installed by the contractor. Call rates will be compared to the contracted
rates for compliance. Additionally, called parties’ (customers’) bills may be reviewed to
ensure that “add-on” fees, charges, etc. are not being assessed by the contractor.
Additionally, reported revenues and remitted commissions will be audited and/or
verified by the State to ensure the accuracy and integrity of commission payments. Any
deviation from the rate and commission rules specified in this RFP shall be cause for
immediate contract default. Such a default may include one, or all, of the following
consequences:
a. Contract termination
b. Mandatory refunding of any/all overcharges to the billed party
c. Forfeiture of performance bond
If a contractor’s contract is terminated, then the contractor must pay commissions on
all calls processed through their (contractor’s) inmate systems and payphones until
such systems/payphones are removed from service.
Offeror shall acknowledge their understanding of and shall confirm their agreement
with this requirement.
FSH Response:
Accept and Comply
FSH has an ‘open book’ policy and encourages regular account reviews with all customers. We
fully understand and support the right of UDC to audit all aspects of our service, including cost
and commission information for completeness and accuracy at any time during the life of the

February 27, 2008

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State of Utah Request for Proposals

Inmate Communication Systems / Services

agreement.
In fact, we encourage the establishment of a regular review session with UDC, which may be
monthly, quarterly, bi-annually or annually. This process works extremely well towards assuring
the customer of accuracy and superior customer service, and encourages collaboration to ensure
our mutual success.
The following is a very high level procedural description of FSH’s checks and balances:
FSH receives a daily “not for billing” file from the vendor containing a copy of each call record
for calls completed the previous day. These calls are sorted based on tariff type (local, intralata,
interLATA) as well as by call type (e.g., collect, Advanced Pay, Debit) and distributed to the
appropriate usage tracking and commissioning systems. The vendor file is sent seven days a
week and is received on the FSH ftp file server. A nightly load process looks for the file and
generates a report of all files received and loaded for that day.
That Call Detail Load Report is reviewed each day and the vendor is contacted for resubmission
of any missing files. The call detail in the file is used to track and evaluate trends for different
call types and tariff types and to identify any gaps in data due to missing records. These gaps
are further explored with the vendor to ensure that all calls have been properly billed and have
flowed properly to FSH’s commissioning systems. In addition, the call detail is evaluated to
identify and correct any potential rating issues due to incorrect rates being used or an incorrect
definition of the local calling area. Month end reports from the vendor are also compared to
summary statistics from files received throughout the month to ensure that all calls and revenue
have been accounted for in the customer commissioning process.
Extensive call detail reports are available to meet the requirements stated. Please refer to the
Standard System Reports in the Appendix section.

4.6.2 The State desires at least a monthly accounting and remittance of the commissions
earned. Indicate how commissions will be paid and how often they will be remitted under
your proposal.
FSH Response:
Accept and Comply
FSH pays UDC first – with no expense deductions, no hidden fees or charges or other ‘creative’
methods! UDC is paid on gross billed revenue, on all completed calls. Our offer is meant to be
sustainable and flexible over the course of the contract term.
Commissions are paid consistently, with clear and easy to read reports, and they are paid on time!
Many vendors do not pay commissions on certain charges, some which may not be included in their
rates, and many do not pay commissions on pre-paid collect and other types of pre-paid, debit, or
direct billed calls. FSH pays commissions on all of these call types, and we encourage UDC to

thoroughly investigate the commission percentage claims of vendors offering artificially high
percentage rates – we believe they are able to do this because they do not pay on all call types.
FSH will remit monthly to UDC an inmate telephone commission and summary report with the

February 27, 2008

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State of Utah Request for Proposals

Inmate Communication Systems / Services

compensation check. Reports may be customized to fit UDC’s needs – in soft or hard copy format
as desired. All commission reports are also available on the FSH website via a secure password
protected environment.
FSH commission reports will include the site and telephone number, site totals, surcharge revenue,
total revenue and commissions due. FSH pays commission on “total gross billed revenue” with no
deductions for fraud, repair or maintenance, or any other expense.
Monthly commission payments will be sent directly to UDC in amounts determined by the gross
revenue billed by the inmate telephones multiplied by the commission percentage offered in this
response. The first commission payment will arrive approximately 45 days from the end of the first
full month of service and will then be sent to UDC every 30 days. Should UDC need or want
additional information on commission reports, FSH will work with UDC to provide. Commission
summary reports will be available to UDC on the first business day of each month.
Commissions are based upon total gross revenue with no deductions for administrative costs, line
fees, equipment costs, fraud, billing collection expenses, or un-collectible billings.
Please refer to the Appendix for the Standard System Reports.
FSH also provides a monthly commission summary to UDC detailing revenue and commission by
location (Draper, CUCF and Community Correction Centers).

4.6.3 Describe how the reported revenues and remitted commissions can be audited and/or
verified by the State to ensure the accuracy and integrity of commission payments.
FSH Response:
Accept and Comply
The FSH response in 4.6.1, provides the same response that is listed below. FSH is including the
answer again per our understanding of the RFP requirements. FSH has an ‘open book’ policy and
encourages regular account reviews with all customers. We fully understand and support the right of
UDC to audit all aspects of our service, including cost and commission information for
completeness and accuracy at any time during the life of the agreement.
In fact, we encourage the establishment of a regular review session with the City, which may be
monthly, quarterly, bi-annually or annually. This process works extremely well towards assuring the
customer of accuracy and superior customer service, and encourages collaboration to ensure our
mutual success.
The following is a very high level procedural description of FSH’s checks and balances:
FSH receives a daily “not for billing” file from the vendor containing a copy of each call record for
calls completed the previous day. These calls are sorted based on tariff type (local, intralata,
interLATA) as well as by call type (e.g., collect, prepaid, debit) and distributed to the appropriate
usage tracking and commissioning systems. The vendor file is sent seven days a week and is
received on the FSH File Transfer Protocol (FTP) file server. A nightly load process looks for the file
and generates a report of all files received and loaded for that day.

February 27, 2008

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State of Utah Request for Proposals

Inmate Communication Systems / Services

That Call Detail Load Report is reviewed each day and the vendor is contacted for resubmission of
any missing files. The call detail in the file is used to track and evaluate trends for different call
types and tariff types and to identify any gaps in data due to missing records. These gaps are further
explored with the vendor to ensure that all calls have been properly billed and have flowed properly
to FSH’s commissioning systems. In addition, the call detail is evaluated to identify and correct any
potential rating issues due to incorrect rates being used or an incorrect definition of the local calling
area. Month end reports from the vendor are also compared to summary statistics from files received
throughout the month to ensure that all calls and revenue have been accounted for in the customer
commissioning process.
Extensive call detail reports are available to meet the requirements stated.

4.6.4 Revenue losses due to uncollected telephone bills or inmate fraud or equipment damage of
any kind will not be deductible from commission revenue due the State or from the total
gross inmate telephone charges before calculating State commission payments. It will be
the responsibility of the contractor to absorb or write off all such revenue losses. Under no
circumstance will the State be liable for any revenue or communications system equipment
losses sustained by the contractor. Commissions must be paid on “gross” revenue not on
“net” (after write-offs) revenue. UDC will actively assist the contractor in minimizing any
inmate system abuse and/or losses occurring at UDC facilities but it is unrealistic to expect
inmate abuses to be totally eliminated.
Commission revenue must be paid when call(s) are generated; not after call payment has
been received.
Without exclusion or exception, commission revenue must be computed and paid on any
and all inmate telephone call charge(s), rate(s) and/or cost element(s).
Offeror shall acknowledge their understanding of and shall confirm their agreement with
this requirement.
FSH Response:
Accept and Comply
Calls that are accepted are rated for the duration, be they collect or debit, the total cost is calculated
as gross revenue. There are no deductions for unbillable or uncollected calls. FSH offers a flat
commission rate structure that is easily audited and predictable. Commission revenue payments
meet all of the requirements stated in this question.

4.6.5 Identify any “non-financial” benefits/advantages (not identified elsewhere in this RFP) to the
State if your organization is selected to provide the requested inmate service.
FSH Response:
Accept and Comply
FSH Communications has experience with most of the inmate phone systems provided by the

February 27, 2008

FSH:
FSIi=

commUnications
commUnIcations
commumC8t,ons

Page 133 of 139

State of Utah Request for Proposals

Inmate Communication Systems / Services

companies that attended the UDC’s prebid walk through(s) and FSH has current accounts with most of
the companies participating in the State’s RFP process.
The Focus 100 system in place at both UDC facilities was selected after reviewing the available systems
and consulting with UDC. The Focus 100 systems installed at UDC has many options and features
available but not always activated. Many times we find an account will be made aware of a feature
provided by another provider only to find that the same feature is available on the Focus 100 system.
Most features are standard on the Focus 100 system however some advanced features are optional. FSH
has demonstrated its willingness to keep the Inmate Telephone System up to date with improved
technology as it becomes available.
Throughout this response we have identified numerous benefits and advantages associated with the
selection of FSH Communications. These have included dedicated, on site and local personnel, single
point of contact, dedication to innovation and demonstrated integrity.
Many of the responses the State will review will include similar features and system functionality, albeit
performed differently. With this in mind, we believe the strongest differentiator (many of them
demonstrated daily by our team in place today) of our offering are the following, which FSH is a unique
position to offer the State:

•

No change out of equipment – the inmate telephones and inmate telephone
system is already in place and will not require a lengthy change out of equipment.

•

State of the art inmate telephone system - The inmate telephone system is not
only in place but it is kept completely current and due to consistent upgrades is
functioning better than the day it was installed at USP and CUCF. The installed
inmate phones system will be kept completely up to date as required by the RFP.
FSH has demonstrated our willingness and ability to keep the inmate telephone
equipment current not only during the current contract but during the past several
contracts.

•

Trained UDC personnel – the housing officers and investigators are trained and
familiar with the Focus 100 system –there is no need to retrain on a new system.
New UDC personnel will be provided training within 20 days of notice.

•

FSH site administrators fully trained in place and providing excellent service.
FSH feels that our full time on-site system administrators are one of our best
features. Our on-site system administrators, Ray Eberly and Elissa Thompson, are
completely dedicated to providing excellent service – we encourage the RFP
evaluators to contact the UDC supervisors who oversee Ray and Elissa to verify our
claim of providing excellent service by our on-site system administrators.

•

Utah-Based account management and service technicians - of all of the
companies responding to the State’s RFP, FSH is only aware of one company that
has a full time employee already based in the State of Utah with that employee
having responsibilities for multiple states. FSH provides Utah employees, locally
based that are able to provide the excellent service and support required by UDC.
Our employees live where they work, they shop were they work and live and are
dedicated members of the community!

February 27, 2008

Page 134 of 139

State of Utah Request for Proposals

•

Inmate Communication Systems / Services

Proven service verified throughout the State of Utah – of the companies
participating in the January 2008 UDC pre bid meeting only one other contractor
currently has an inmate phone system located in Utah providing inmate phone
service to 17% of the State’s inmate population. The other two companies
participating in the pre-bid process have no inmate telephone systems under
contract within Utah.
FSH currently provides inmate telephone service to 73% of the inmates housed in
Utah correctional facilities including USP (Draper), CUCF (Gunnison), CCC
(Community Correctional Centers, Salt Lake County (Metro Jail) Utah County
(Spanish Fork) Washington County (Purgatory), Beaver County, Summit County,
Iron County and Duchesne County.
We have an active presence in the State of Utah – we live here and we work to
make sure that the service we provide meets the goals and requirements of the
Utah Department of Corrections and the State of Utah!

4.6.6 A security (bid) bond will not be required. However, a performance bond in the amount of
$500,000.00 will be required.
Offeror shall confirm their agreement with this requirement.
FSH Response:
Accept and Comply

4.6.7 The State reserves the right to request a “Best and Final” as part of the evaluation process.
FSH Response:
Accept and Comply

February 27, 2008

Page 135 of 139

State of Utah Request for Proposals

Inmate Communication Systems / Services

Section 5. Proposal Evaluation
5.1

Introduction
This section is provided for information only and does not require a response. It describes, in
sequence, each step that will be followed in the evaluation of proposals. An evaluation committee
selected by UDC will review all (timely received) proposals.
Step 1 – Initial Evaluation
Each proposal will first be evaluated against proposal requirements. Proposals that fail to
comply with requirements will be rejected and will, therefore, receive no further consideration.
Step 2 – Detailed Evaluation
A detailed scoring evaluation will be performed on all acceptable and potentially acceptable
proposals (those that pass Step 1). Scoring will be done in a common format for all proposals.
Contract award will be made to the offeror whose proposal is deemed most advantageous to the
State.
Proposals will be evaluated (scored) based upon the following criteria:
1.
2.
3.
4.
5.

Technical and Security Features
30%
Commission Rate(s)
30%
Vendor Service
25%
Offeror Profile
10%
Correctional Experience
_5%
Total = 100%

Although revenue is important to the State, “Technical and Security Features” and “Vendor
Service” are collectively more important. It is imperative that the contractor’s inmate systems
meet Corrections’ unique functional and security requirements. The inmate systems/service
must contribute to a safe and secure environment for UDC personnel and for the inmate
population.
“Attachment VII - Evaluation Scoring ‘Possible Points’” delineates how the State will score offeror’s
RFP responses.
The State’s use of “Commission Rate(s)” as opposed to Commission Rate is an
acknowledgment by the State that offerors may propose different commission rates based
upon the size of correctional facilities being served and call type, e.g., inmate verses
payphone.
“Attachment VI - Call Cost and Commission Calculation” will yield 250 of the 300 possible
“Commission Rate(s)” evaluation points.

February 27, 2008

Page 136 of 139

State of Utah Request for Proposals

Inmate Communication Systems / Services

Attachment VI evaluation points (250 possible) will be awarded as follows:
● "Inmate Collect or Advance Pay" and "Inmate Debit or Pre-Paid Card"; large
correctional facilities (≥ 500 inmates) served by premise-based communication systems
- 200 points
● “Small Correctional Facilities (< 500 Inmates) Served by Premise-Based
Communication Systems - 40 points
● "Payphone (Electronic Payphone)" - 10 points
Two hundred (200) evaluation points have been assigned to “large correctional facilities (≥ 500
inmates) served by premise-based communication systems” because that reflects the State’s
(UDC’) reality with the Draper Prison housing approximately 4,000 inmates and the Central
Utah Correctional Facility (Gunnison) housing approximately 1,500 inmates.
Maximum Attachment VI evaluation points (250 possible) will be assigned to the offeror whose
proposed inmate (large and small correctional facilities) and payphone commission rates yield
the highest inmate/payphone commission payments and the lowest payphone call cost. All
other offerors will be assigned Attachment VI evaluation points in proportion to the offeror with
the highest inmate/payphone commission payments and the lowest payphone call cost.
The balance of "Commission Rate(s)” evaluation points (50 possible) are assigned to
paragraphs 4.6.2, 4.6.3 and 4.6.5.
Step 3 – Contract Award Recommendation
A comprehensive proposal evaluation report that includes the evaluation committee’s award
recommendation will be prepared for and delivered to the Division of Purchasing.
During the proposal evaluation process, informal discussions may be conducted with any offeror
whose proposal has been determined to be acceptable or potentially acceptable. However,
proposals may be evaluated without such discussions.
Offerors may be requested to make formal oral presentations at the discretion of the proposal
evaluation committee; such oral presentations would be scheduled accordingly.
FSH Response:
Accept and Comply

February 27, 2008

Page 137 of 139

State of Utah Request for Proposals

Inmate Communication Systems / Services

Section 6. Required Contract Provisions
1. Determination of Satisfaction
UDC designated representatives, will be the sole determining judge of whether products and
services rendered under this contract satisfy the requirements as identified in the contract.
FSH Response:
Accept and Comply

2. Termination by Contractor
Contractor must pay all costs associated with changing the service to another supplier. This
requirement applies only if the contractor terminates service mid-way through a contract
term. For example, if the contractor terminates service after two years of the initial threeyear contract term, then the contractor would have to pay all costs associated with
changing the service to another supplier. If, however, the contractor declines the State’s
offer to extend the contract for, for example, the subsequent two-year contract term, then
the contractor would not have to pay any costs associated with changing the service to
another supplier.
FSH Response:
Accept and Comply

3. Responsibility for Subcontractors
Contractor is solely responsible for ensuring that their subcontractors comply with all terms
and conditions of the contract.
FSH Response:
Accept and Comply

4. New Products and Services
New products and services that replace or augment those already included under this
contract may, with the approval of the Division of Purchasing, be added to this contract.
Pricing for such new products and services must follow the same discount formulas and/or
commission rates established for the original products and services.
FSH Response:
Accept and Comply

5. License Fees
Contractor must pay for all federal, state, county and/or city licensing and inspection fees
that may be required to complete each project.

February 27, 2008

Page 138 of 139

State of Utah Request for Proposals

Inmate Communication Systems / Services

FSH Response:
Accept and Comply

6. Testing
The State reserves the right to have any or all of the equipment and/or software provided
by contractor independently tested and evaluated. Contractor must replace, at no cost to
the State, any equipment and/or software found to be non-compliant and reimburse the
State for any testing that reveals non-compliant equipment and/or software.
FSH Response:
Accept and Comply

7. Workmanship
Contractor must correct, at no cost to the State, any faulty workmanship that does not
comply with the State's specifications and with all applicable local, state and/or federal
codes.
FSH Response:
Accept and Comply

8. Service Agreement/Work Order Terms
Any “service agreement” and/or “work order” terms must be included in your RFP response
(they cannot be added later).
FSH Response:
Accept and Comply

February 27, 2008

Page 139 of 139

State Of Utah Request For Proposals

Inmate Communication Systems / Services

ATTACHMENTS

February 27, 2008

FSIi:
FSH=

commUnications
communlcstlOns

Page 1 of 63

Date: 1-7-2008

Attachment I
Inmate/Pay Phone Summary
State of Utah - Department of Corrections (UDC)
A summary count of inmate telephones and payphones installed at UDC facilities as of January 23, 2007 follows:
Utah State Prison - Draper: 193 inmate telephones and 2 payphones
Central Utah Correctional Facility (CUCF) - Gunnison: 71 inmate telephones and 1 payphone
Community Correctional Centers: 0 inmate telephones and 30 payphones
Salt Lake Transition Facility: 1 payphone
Various other UDC sites, e.g., administrative and prison visiting areas: 4 payphones
Agency
Utah State Prison
Central Utah Correctional Facility (CUCF)
Central Utah Correctional Facility (CUCF)
Bonneville Community Correctional Center
Fremont Community Correctional Center
Northern Utah Community Correctional Center
Orange Street Community Correctional Center
Salt Lake Transition Facility
Adult Probation & Parole
Adult Probation & Parole
Fred House Training Academy

Address
14240 Pony Express Road, Draper
255 E 300 N, Gunnison
255 E 300 N, Gunnison
1141 S 2250 W, Salt Lake City
2587 W 2365 S, Salt Lake City
2445 S 1125 W, Ogden
80 Orange Street, Salt Lake City
460 E Slade Place, Salt Lake City
875 W 100 N, Farmington
36 Fremont Avenue, Salt Lake City
14591 S State street, Draper

Type of Phone
Inmate Telephone
Inmate Telephone
Payphone
Electronic Payphone
Electronic Payphone
Electronic Payphone
Electronic Payphone
Electronic Payphone
Payphone
Payphone
Payphone

# of Phones
193
71
1
6
7
11
6
1
1
1
2

# of Lines
149
48
1
6
7
11
6
1
1
1
2

Definitions:
Inmate Telephone - Used to place outgoing calls only; cannot accept coins; connects to a computerized inmate telephone system.
Electronic Payphone - Capable of accepting coins, timing calls and providing reports such as number dialed; can turn on or off at
programmed times; can be programmed to place outgoing only phone calls; can be programmed to place outgoing phone calls
and/or to receive incoming phone calls.
Payphone - Regular payphone; accepts coins; can place outgoing phone calls; can receive incoming phone calls.

RFP DG8013

1

Attachment II

Month
Feb 06
Mar 06
Apr 06
May 06
Jun 06
Jul 06
Aug 06
Sep 06
Oct 06
Nov 06
Dec 06
Jan 07

Month
Feb 06
Mar 06
Apr 06
May 06
Jun 06
Jul 06
Aug 06
Sep 06
Oct 06
Nov 06
Dec 06
Jan 07

Date: 1-7-2008

Inmate - Mins, Msgs, Rev & Comm

Totals =

Local
Local
Minutes
Messages
300,323
13,740
294,446
13,285
297,841
13,263
295,249
13,183
282,625
12,673
305,309
13,586
282,527
12,755
274,111
12,215
291,005
12,960
290,313
13,019
339,464
15,047
301,622
13,483
3,554,835
159,209

UDC Site
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Totals =

Local
Local
Minutes
Messages
8,986
380
9,608
388
8,528
348
7,429
313
6,330
269
6,986
291
5,331
224
3,838
164
0
0
0
0
0
0
0
0
57,036
2,377

UDC Site
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper

Grand Totals =

3,611,871

$
$
$
$
$
$
$
$
$
$
$
$
$

Local
Revenue
35,724.00
41,847.75
41,778.45
41,526.45
39,919.95
42,795.90
40,178.25
38,477.25
40,824.00
41,009.85
47,398.05
42,471.45
493,951.35

Intra-Lata Intra-Lata
Minutes
Messages
203,354
9,926
221,600
10,845
217,380
10,444
201,331
9,848
189,744
9,251
202,604
9,787
197,842
9,531
191,297
9,520
196,960
9,855
198,871
9,746
217,107
10,748
197,298
9,545
2,435,388
119,046

$
$
$
$
$
$
$
$
$
$
$
$
$

Local
Revenue
988.00
1,222.20
1,096.20
985.95
847.35
916.65
705.60
516.60
7,278.55

Intra-Lata Intra-Lata
Minutes
Messages
92,003
4,176
101,040
4,611
96,718
4,449
93,924
4,365
91,802
4,208
94,639
4,275
91,434
4,119
84,745
3,872
91,349
4,215
96,361
4,532
103,367
4,886
94,882
4,405
1,132,264
52,113

161,586 $ 501,229.90

3,567,652

$
$
$
$
$
$
$
$
$
$
$
$
$

Intra-Lata
Revenue
50,210.08
56,958.00
55,328.80
51,734.12
48,672.08
51,716.08
50,427.84
49,611.64
51,229.20
51,153.32
56,147.24
50,401.76
623,590.16

Intra-State Intra-State
Intra-State
Minutes
Messages
Revenue
30
1 $
6.20
0
0 $
0
0 $
0
0 $
0
0 $
0
0 $
11
1 $
4.12
42
2 $
10.64
253
11 $
61.16
189
9 $
47.88
139
10 $
44.68
154
10 $
46.48
818
44 $
221.16

Inter-State
Minutes
42,553
42,469
47,121
41,892
44,897
42,410
39,608
39,025
42,921
44,104
49,001
44,299
520,300

$
$
$
$
$
$
$
$
$
$
$
$
$

Intra-Lata
Revenue
20,436.36
25,035.60
24,063.36
23,492.88
22,798.64
23,326.68
22,505.28
21,011.00
22,763.88
24,252.92
26,084.84
23,719.84
279,491.28

Intra-State Intra-State
Intra-State
Minutes
Messages
Revenue
0
0 $
164
7 $
39.28
279
15 $
71.13
383
16 $
90.76
196
11 $
54.32
84
5 $
24.08
39
6 $
21.48
0
0 $
0
0 $
0
0 $
0
0 $
0
0 $
1,145
60 $
301.05

Inter-State
Minutes
10,526
12,053
11,963
12,598
12,071
11,446
11,114
10,279
9,694
9,055
11,464
9,118
131,381

171,159 $ 903,081.44

1,963

104 $

522.21

Notes:
1) International calling is not currently available from UDC facilities.
2) Prior to September 21, 2006, local calls from the CUCF - Gunnison were priced from the Salina, Utah calling area. Since September 21, 2006, local calls have been priced from the Gunnison local calling area.

RFP DG8013

1

651,681

Attachment II
Inter-State
Messages
2,258
2,319
2,570
2,320
2,446
2,307
2,164
2,210
2,422
2,509
2,838
2,445
28,808

Inter-State
Revenue
$ 24,229.35
$ 26,068.05
$ 28,914.45
$ 25,811.40
$ 27,541.65
$ 26,005.50
$ 24,315.60
$ 24,191.25
$ 26,580.45
$ 27,373.80
$ 30,564.45
$ 27,269.55
$ 318,865.50

Canadian
Minutes

Inter-State
Messages
561
629
641
650
635
587
581
535
498
497
628
522
6,964

Inter-State
Revenue
$
6,111.15
$
7,310.85
$
7,306.35
$
7,619.10
$
7,336.95
$
6,911.70
$
6,744.30
$
6,230.55
$
5,856.30
$
5,565.75
$
7,042.80
$
5,669.10
$ 79,704.90

Canadian
Minutes

35,772 $ 398,570.40

RFP DG8013

Date: 1-7-2008

Inmate - Mins, Msgs, Rev & Comm
Canadian
Messages

Canadian
Revenue

Caribbean
Domestic
Minutes

Caribbean
Domestic
Messages

Caribbean
Revenue

215

10 $

169.00

66

4 $

76.94

148
363

7 $
17 $

116.80
285.80

66

4 $

76.94

59
313
256
127
30
785
1,148

Canadian
Messages

Canadian
Revenue

Caribbean
Domestic
Minutes

Caribbean
Domestic
Messages

Total
Messages
25,925
26,449
26,277
25,351
24,370
25,680
24,451
23,961
25,248
25,283
28,643
25,490
307,128

Total
Revenue
$ 110,169.63
$ 124,873.80
$ 126,021.70
$ 119,071.97
$ 116,133.68
$ 120,517.48
$ 114,925.81
$ 112,536.72
$ 118,694.81
$ 119,584.85
$ 134,154.42
$ 120,306.04
$1,436,990.91

$
$
$
$
$
$
$
$
$
$
$
$
$

Commission
50,678.03
57,441.95
57,969.98
52,391.67
51,098.82
53,027.69
50,567.36
49,516.16
52,225.72
52,617.33
59,027.94
52,934.66
639,497.30

Commisson %
46%
46%
46%
44%
44%
44%
44%
44%
44%
44%
44%
44%

Total
Messages
5,117
5,635
5,453
5,344
5,123
5,158
4,930
4,573
4,727
5,041
5,519
4,928
61,548

Total
Revenue
27,535.51
33,607.93
32,537.04
32,188.69
31,037.26
31,179.11
29,976.66
27,801.55
28,863.98
30,020.27
33,223.84
29,410.94
367,382.78

$
$
$
$
$
$
$
$
$
$
$
$
$

Commission
12,666.33
15,459.65
14,967.04
14,163.02
13,656.39
13,718.81
13,189.73
12,232.68
12,700.15
13,208.92
14,618.49
12,940.81
163,522.03

Commisson %
46%
46%
46%
44%
44%
44%
44%
44%
44%
44%
44%
44%

368,676 $1,804,373.69

$

803,019.33

$
$
$
$
$
$

43.40
243.80
201.60
96.20
22.00
607.00

0
0
0
0

0
0
0
0

$
$
$
$

-

0

0 $

-

Total
Minutes
111,515
122,865
117,488
114,334
110,399
113,155
107,918
98,921
101,356
105,672
114,958
104,030
1,322,611

51 $

892.80

66

4 $

76.94

7,834,381

2
14
12
5
1
34

2

Caribbean
Revenue

Total
Minutes
546,260
558,515
562,342
538,472
517,266
550,323
519,988
504,756
531,139
533,477
605,711
543,521
6,511,770

$
$
$
$
$
$
$
$
$
$
$
$
$

Attachment II

Month
Feb 06
Mar 06
Apr 06
May 06
Jun 06
Jul 06
Aug 06
Sep 06
Oct 06
Nov 06
Dec 06
Jan 07

Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Totals =

Local
Messages
3,127
1,113
1,710
1,086
3,495
2,808
2,457
3,465
2,756
2,072
2,481
839
27,408

Totals =

1,438
302
786
1,187
0
848
557
672
881
786
493
0
7,951

Totals =

3,043
1,775
1,146
3,100
1,598
2,282
2,185
1,814
2,736
2,198
2,176
3,220
27,272

UDC Site
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center
Bonneville Community Correctional Center

Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center
Fremont Community Correctional Center

Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center
Northern Utah Community Correctional Center

RFP DG8013

Date: 1-7-2008

Payphone - Msgs, Rev & Comm
Local
Revenue
$ 1,563.42
$
556.28
$
855.10
$
542.90
$ 1,747.50
$ 1,403.95
$ 1,228.50
$ 1,732.40
$ 1,377.85
$ 1,036.08
$ 1,240.67
$
419.38
$ 13,704.03
$
$
$
$
$
$
$
$
$
$
$
$
$

719.03
151.22
393.02
593.49
424.16
278.40
335.85
440.44
392.98
246.74
3,975.33

$ 1,521.71
$
887.52
$
572.76
$ 1,549.93
$
798.85
$ 1,141.10
$ 1,092.30
$
907.03
$ 1,368.15
$ 1,099.00
$ 1,087.87
$ 1,609.86
$ 13,636.08

Intra-Lata
Intra-Lata
Messages
Revenue
18 $
287.34
24 $
135.50
136 $
132.65
127 $
34.85
164 $
360.42
241.38
139 $
159 $
319.25
123 $
243.48
155 $
223.63
118 $
195.55
103 $
155.59
115 $
263.86
1,381 $ 2,593.50

Inter-State
Revenue
$
46.51
$
43.55
$
$
175.18
$
24.74
$
192.46
$
19.26
$
79.56
$
83.52
$
121.72
$
117.77
$
2.27
$
906.54

Total
Total
Messages
Revenue
3,167 $ 1,897.27
1,139 $
735.33
1,847 $
987.75
1,220 $
752.93
3,767 $ 2,132.66
2,983 $ 1,837.79
2,645 $ 1,567.01
3,599 $ 2,055.44
2,951 $ 1,685.00
2,227 $ 1,353.35
2,619 $ 1,514.03
995 $
685.51
29,159 $ 17,204.07

$
$
$
$
$
$
$
$
$
$
$
$
$

Commission
720.97
279.43
375.35
286.12
810.41
698.37
595.45
781.07
640.30
514.28
575.33
260.50
6,537.58

Commission %
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

133.76
47.04
6.60
17.00
30.30
9.90
15.50
65.44
77.05
171.35
58.95
117.82
750.71

107.54
62 $
23 $
45.99
17
$
47 $
102.32
36 $
104.36
28 $
35.09
35 $
16.82
17 $
20.78
25
$
21 $
138.54
28 $
58.39
29 $
10.38
368 $
640.21

1,594 $
960.33
424 $
244.25
888 $
399.62
1,287 $
712.81
109 $
134.66
968 $
469.15
685 $
310.72
776 $
422.07
986 $
517.49
874 $
702.87
581 $
364.08
118 $
128.20
9,291 $ 5,366.25

$
$
$
$
$
$
$
$
$
$
$
$
$

364.93
92.81
151.85
270.87
51.17
178.26
118.07
160.39
196.64
267.07
138.34
48.72
2,039.12

38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

44 $
161.65
284 $
94.25
367 $
67.11
445 $
45.99
390 $
81.18
325 $
59.05
386 $
133.95
451 $
61.55
490 $
144.41
504 $
220.15
269 $
100.16
501 $
181.28
4,456 $ 1,350.73

62 $
99.40
25 $
134.58
72 $
11.34
177 $
330.29
133 $
241.41
88 $
127.66
54 $
67.28
59 $
72.25
95 $
200.78
127 $
266.21
42 $
16.82
111 $
4.25
1,045 $ 1,572.27

3,149 $ 1,782.76
2,084 $ 1,116.35
1,585 $
651.21
3,722 $ 1,926.21
2,121 $ 1,121.44
2,695 $ 1,327.81
2,625 $ 1,293.53
2,324 $ 1,040.83
3,321 $ 1,713.34
2,829 $ 1,585.36
2,487 $ 1,204.85
3,832 $ 1,795.39
32,773 $ 16,559.08

$
$
$
$
$
$
$
$
$
$
$
$
$

677.44
424.21
247.46
731.95
426.15
504.56
491.56
395.51
651.07
602.43
457.85
682.26
6,292.45

38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

94 $
99 $
85 $
53 $
73 $
92 $
93 $
87 $
80 $
67 $
60 $
89 $
972 $

3

Inter-State
Messages
22
2
1
7
108
36
29
11
40
37
35
41
369

Attachment II

Month
Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Totals =

Local
Messages
2,014
1,567
496
2,113
539
1,884
3,266
1,908
2,665
3,221
2,256
3,369
25,298

Totals =

113
0
0
0
108
0
0
0
0
99
0
0
320

$
$
$
$
$
$
$
$
$
$
$
$
$

56.55
54.15
49.30
160.00

$
$
$
$
$
$
$
$
1 $
$
$
$
1 $

3.30
3.30

$
$
$
$
$
$
$
$
$
$
$
$
$

176.10
133.18
309.28

$
$
$
$
$
$
$

-

Totals =

0
0
0
0
0
0
0
352
0
0
266
0
619

$
1 $
2 $
$
3 $

3.30
6.60
9.90

Totals =

0
0
0
0
0
0
0
0
0
0
0
0
0

$
$
$
$
$
$
$
$
$
$
$
$
$

-

$
$
$
$
2 $
$
$
$
$
$
$
1 $
3 $

6.44
2.90
9.34

UDC Site
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center
Orange Street Community Correctional Center

Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington
Adult Probation & Parole - Farmington

Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont
Adult Probation & Parole - Fremont

Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy
Fred House Training Academy

RFP DG8013

Date: 1-7-2008

Payphone - Msgs, Rev & Comm
Local
Revenue
$ 1,007.05
$
783.30
$
248.17
$ 1,056.70
$
269.35
$
941.90
$ 1,633.00
$
953.78
$ 1,332.70
$ 1,610.74
$ 1,127.84
$ 1,684.54
$ 12,649.07

Intra-Lata
Intra-Lata
Messages
Revenue
41 $
205.02
100 $
152.99
148 $
153.47
265 $
34.30
221 $
27.12
186 $
55.26
275 $
145.65
223 $
355.58
356 $
374.33
430 $
251.41
324 $
209.41
460 $
280.77
3,029 $ 2,245.31

$

4

-

Inter-State
Inter-State
Messages
Revenue
31 $
67.30
18 $
88.07
17 $
66.31
45 $
17.81
36 $
134.07
37 $
107.88
47 $
158.34
55 $
41.56
133 $
458.19
99 $
128.66
97 $
177.15
57 $
9.39
672 $ 1,454.73
$
$
$
$
$
$
$
$
$
$
$
$
0 $

$
$
$
$
$
$
$
$
$
$
$
$
$

Commission
486.15
389.27
177.82
421.35
163.61
419.92
736.04
513.35
822.78
756.52
575.48
750.37
6,212.66

Commission %
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

-

113 $
56.55
0
$
0
$
0
$
108 $
54.15
0
$
0
$
0
$
1 $
3.30
99 $
49.30
0
$
0
$
321 $
163.30

$
$
$
$
$
$
$
$
$
$
$
$
$

21.49
20.58
1.25
18.73
62.05

38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

-

0
$
0
$
0
$
0
$
0
$
0
$
0
$
352 $
176.10
0
$
1 $
3.30
268 $
139.78
0
$
622 $
319.18

$
$
$
$
$
$
$
$
$
$
$
$
$

66.92
1.25
53.12
121.29

38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

$
$
$
$
$
$
$
$
$
$
$
$
$

2.45
1.10
3.55

38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

$
$
$
$
$
$
$

$

$
$
$
$

0 $

-

$
$
$
$
$
$
$
$
$
$
$
$
0 $

Total
Total
Messages
Revenue
2,086 $ 1,279.37
1,685 $ 1,024.36
661 $
467.95
2,423 $ 1,108.81
796 $
430.54
2,107 $ 1,105.04
3,588 $ 1,936.99
2,186 $ 1,350.92
3,154 $ 2,165.22
3,750 $ 1,990.81
2,677 $ 1,514.40
3,886 $ 1,974.70
28,999 $ 16,349.11

-

0
$
0
$
0
$
0
$
2 $
0
$
0
$
0
$
0
$
0
$
0
$
1 $
3 $

6.44
2.90
9.34

Attachment II

Month
Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Feb-06
Mar-06
Apr-06
May-06
Jun-06
Jul-06
Aug-06
Sep-06
Oct-06
Nov-06
Dec-06
Jan-07

Local
Messages

UDC Site

Local
Revenue

Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Central Utah Correctional Facility (CUCF) - Gunnison
Totals =

0
0
0
0
0
0
0
0
0
0
0
0
0

$
$
$
$
$
$
$
$
$
$
$
$
$

-

Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper
Utah State Prison - Draper

0
0
0
0
0
0
0
0
0
0
0
0
0

$
$
$
$
$
$
$
$
$
$
$
$
$

-

Totals =
Grand Totals =

88,868 $ 44,433.79

Intra-Lata
Messages

Intra-Lata
Revenue

Inter-State
Messages

$
$
$
$
$
$
$
$
$
$
$
$
$

-

$
$
$
$
$
$
$
$
1 $
$
1 $
$
3 $

3.40
4.45
3.30
11.15

0
1

9,848 $

6,973.94

Notes:
2) The Salt Lake Transition Facility opened February 2007. Therefore, no minutes and messages information exists at this time.
3) Payphone minutes are not currently measured.

RFP DG8013

Date: 1-7-2008

Payphone - Msgs, Rev & Comm

5

Inter-State
Revenue
$
$
$
$
$
$
$
$
$
$
$
$
0 $

-

$
$
$
$
$
$
$
$
$
$
$
$
0 $
2,454 $

Total
Messages

4,573.75

Total
Revenue
0
0
0
0
0
0
0
0
0
0
0
0
0 $

$
$
$
$
$
$
$
$
$
$
$
$

1 $
0
$
0
$
0
$
0
$
0
$
0
$
0
$
1 $
0
$
1 $
0
$
3 $

Commission
-

-

$
$
$
$
$
$
$
$
$
$
$
$
$

3.40
4.45
3.30
11.15

$
$
$
$
$
$
$
$
$
$
$
$
$

1.29
1.69
1.25
4.23

$

21,272.93

101,170 $ 55,981.48

-

Commission %
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%
38%

Attachment III - Draper Grade of Service

Run Date: 0210812007

Inmate Telephone System

HOUR
00-01
01-02
02-03
03-04
04-05
05·06
06-07
07-08

of

Page 1

Percentage Grade of Blocking

Run Time: 15:45:19

From:

0\/0112007 - 00:00:00

Thru:

0113112007 - 23:59:00

Trunk Type 1

Trunk Type 4

F8H

F8H

Approved

Blocked

Approved

Grade

Blocked

Grade

2

0

0.00

0

0

000

3

0

0.00

0

0

0.00

0

0

000

0

0

000

2

0

0.00

0

0

0.00

0

0

000

0

0

000

2"

0

000

0

0

0.00

1712

0

0.00

0

0

0.00

2795

0

0.00

0

0

000

08-09

3913

0

0.00

0

0

000

09·10

5236

0

000

0

0

000

10-11
11-12

6252

0

0.00

0

0

0.00

1184

0

0.00

0

0

000

12-13
13-14

5685

0

0.00

0

0

0.00

""

0

o.~

0

0

0.00

0

0.00

0

0

000

14-15
15-16
16-17

6814

6317

0

0.00

0

0

0.00

2205

0

0.00

0

0

000

17-18

9191

0

000

0

0

0.00

18-19
19·20
20-21

L0251

0

0.00

0

0

0.00

90"

0

0.00

0

0

0.00

3236

0

0.00

0

0

0.00

2t-22

5811

0

O~

0

0

000

22-23
23-24

227

0

0.00

0

0

0.00

0

0

O.~

0

0

000

87,474

0

0.00

0

0

0.00

RFP DG8013

Attachment IV - Gunnison Grade of Service

Run Date: 0210912007

Inmate Telephone S)'stem

Run Time: 07:55: 19

0110112007 -00:00:00
0113112007-23:59:00

From:
Thru:

HOUR
00-01
01-02
02-03
03-04
04-05
050.06
06-07
07-08
08-09
09-10
10-11
11-12
12-13
13-14
14-15
15-16
16-17
17-18
18-19
19-20
20-21
21-22
22-23
23-24

RFP DG8013

of

Page 1

Percentage Grade of Blocking

Trunk Typc I

Trunk Type 4

FSH

FSO

Approved

Blocked

Approved

Grade

Blocked

Grade

0

0

0.00

0

0

0.00

0

0

0.00

0

0

0.00

0

0

0.00

0

0

0.00

0

0

000

0

0

0.00

0

0

0.00

0

0

0.00

0

0

000

0

0

000

'"

0

000

0

0

000

""
'"

0

0.00

0

0

0.00

393

0

0.00

0

0

0.00

0

000

0

0

0.00

620

0

000

0

0

0.00

'007

0

0.00

0

0

0.00

833
.1>1

0

000

0

0

000

0

0.00

0

0

0.00

992

0

0.00

0

0

0.00

636

0

0.00

0

0

0.00

1238

0

0.00

0

0

0.00

0

0

000

'60S

0

0.00

1707

0

0.00

0

0

0.00

2223
663

0

0.00

0

0

0.00

0

0.00

0

0

0.00

Dl8

0

0.00

0

0

0.00

0

0

000

0

0

000

0

0

0.00

0

0

0.00

15,301

0

0.00

0

0

0.00

!~ate ~~~ter'~'-----I Local Number Portability

~_.-_._-----------

UTAH
Attachment V - Utah Lata Map

as of 2nd qt~r_20_0 ....
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Area Code
Lata
ate Centers
ALTA
AMERCNFORK
BEAVER
BOUNTIFUL
BRIAN HEAD
DBRIGHAM CY
CEDAR CITY
CLEARFI ELD
FARMINGTON
HEBER CITY
HOLLADAY
HURRICANE
HYRUM
KAYSVILLE
. KEARNS
DLEHI
E]LOGAN
MAGNA
MIDVALE
MONROE
MORGAN
MURRAY
NEPHI
OGDEN
PAGE
PARK CITY
PAROWAN
PAYSON
D PLEASATGRV
PROVO
D RICHFIELD
DRICHMOND
SALINA

N

o

oo

435

660

~

SALTLAKE

SMITHFIELD
SPANIHFORK
SPRINGDALE
SPRINGVL
ST GEORGE
OTOOELE

981

RFP DG8013

Date: 3-7-2007

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Attachment VI - Call Cost and Commission Calculation

Date: 1-9-2008

Offerors must complete (fill-in) the “Proposed Commission Rate (%)” column (yellow cells). Offerors who
fail to do so will be removed from further evaluation/award consideration.
Do not, under any circumstance, alter the format, formulas, rates, minute/message quantities (or whatever)
of this spreadsheet. Again, you need only fill-in the “Proposed Commission Rate (%)” column (yellow cells).
Inmate Collect or Advance Pay

N
ot
A
llo
w
ed

Property
(Premise)
Imposed
Fee
(aka PIF)

Non-Mandated
Governmental
Fees

Bill
Statement
Fees

N
ot
A
llo
w
ed

Bill
Statement
Fees

N
ot
A
llo
w
ed

The "Connect Rates"
include the Payphone
Usage Charge.

Non-Mandated
Governmental
Fees

N
ot
A
llo
w
ed

Payphone
Usage Charge

N
ot
A
llo
w
ed

Per
Minute
Rate
N/A
$0.12
$0.12
$0.45

N
ot
A
llo
w
ed

Calling Area
Local
Intra-Lata
Intra-State
Inter-State

Connect
Rate
$3.15
$2.80
$2.80
$3.00

Property
(Premise)
Imposed
Fee
(aka PIF)

Proposed
Commission
Rate
(%)
48.00%
48.00%
48.00%
48.00%

Inmate Debit or Pre-Paid Card

Calling Area
Local
Intra-Lata
Intra-State
Inter-State
Mexico
All Other Countries

RFP DG8013

Connect
Rate
$2.50
$2.25
$2.25
$2.55
$2.55
$3.55

Per
Minute
Rate
N/A
$0.10
$0.10
$0.35
$0.75
$1.00

Payphone
Usage Charge
The "Connect Rates"
include the Payphone
Usage Charge.

1

Proposed
Commission
Rate
(%)
48.00%
48.00%
48.00%
48.00%
48.00%
48.00%

Attachment VI - Call Cost and Commission Calculation

Date: 1-9-2008

Inmate Collect or Advance Pay
Assumption: Going forward, 80% of the calls placed during a 12-month period will be Inmate Collect or Advance Pay. The below
minutes and messages represent calls placed during the time period February 2006 - January 2007.

Calling Area
Local
Intra-Lata
Intra-State
Inter-State

Local
Minutes
2,889,497
2,854,122
1,570
521,345

Local
Messages
129,269
136,927
83
28,618

Average Call Length
(Minutes)
22.35
20.84
18.88
18.22

Connect
Rate
$3.15
$2.80
$2.80
$3.00

Per
Minute
Rate
N/A
$0.12
$0.12
$0.45

Proposed
Commission
Rate (%)
48.00%
48.00%
48.00%
48.00%

Inmate Collect or Advance Pay Total =

Commission
Payment
Based
Upon
Total Call
Cost
$195,454.43
$348,427.56
$202.28
$153,819.82
$697,904.08

Inmate Debit or Pre-Paid Card
Assumption: Going forward, 20% of the calls placed during a 12-month period will be Inmate Debit or Pre-Paid Card. The below
messages and messages represent calls placed during the time period February 2006 - January 2007.

Calling Area
Local
Intra-Lata
Intra-State
Inter-State
Mexico
All Other Countries

RFP DG8013

Local
Minutes
722,374
713,530
393
130,336
***
1,214

Local
Messages
32,317
34,232
21
7,154
***
55

Average Call Length
(Minutes)
22.35
20.84
18.88
18.22
***
22.07

Connect
Rate
$2.50
$2.25
$2.25
$2.55
$2.55
$3.55

2

Per
Minute
Rate
N/A
$0.10
$0.10
$0.35
$0.75
$1.00

Proposed
Commission
Rate (%)
48.00%
48.00%
48.00%
48.00%
48.00%
48.00%

Commission
Payment
Based
Upon
Total Call
Cost
$38,780.64
$71,219.80
$41.31
$30,653.47
***
$676.44

Inmate Debit or Pre-Paid Card Total =

$141,371.66

Inmate Collect or Advance Pay Total =
Inmate Debit or Pre-Paid Card Total =

$697,904.08
$141,371.66

12-Month Grand Total =

$839,275.74

Attachment VI - Call Cost and Commission Calculation
Small Correctional Facilities (< 500 Inmates) Served by Premise-Based Communication Systems
1) Offerors must state their proposed “Small Correctional Facilities (< 500 Inmates) Served by Premise-Based Communication Systems"
commission rate. 43%

Payphone (Electronic Payphone)
Payphones (electronic payphones) can only be used at State of Utah, Department of Corrections facilities, e.g., Community Correctional
Centers, Adult Probation & Parole locations, the Salt Lake Transition Facility, the Fred House Training Academy and in public-access
(administrative) areas at any UDC site.

1) Offerors must state their proposed payphone call cost.
(delineate/explain as necessary)
2) Offerors must state their proposed payphone commission rate.

$_.50 _local calls flat rate long distance 4 minutes for $1.00________
38%

Remarks:
1) The successful contractor cannot decrease their proposed commission rates (large correctional facilities, small correctional facilities
and/or payphone) at any time throughout the term of the contract without the State's approval.
2) The successful contractor cannot increase their proposed payphone call cost at any time throughout the term of the contract without the
State's approval.
3) “Attachment VI - Call Cost and Commission Calculation” will yield 250 of the 300 possible “Commission Rate(s)” evaluation points.
Attachment VI evaluation points (250 possible) will be awarded as follows:
● "Inmate Collect or Advance Pay" and "Inmate Debit or Pre-Paid Card"; large correctional facilities (≥ 500 inmates) served by
premise-based communication systems - 200 points
● “Small Correctional Facilities (< 500 Inmates) Served by Premise-Based Communication Systems - 40 points
● "Payphone (Electronic Payphone)" - 10 points
Two hundred (200) evaluation points have been assigned to “large correctional facilities (≥ 500 inmates) served by premise-based
communication systems” because that reflects the State’s (UDC’) reality with the Draper Prison housing approximately 4,000 inmates
and the Central Utah Correctional Facility (Gunnison) housing approximately 1,500 inmates. Maximum Attachment VI evaluation points
(250 possible) will be assigned to the offeror whose proposed inmate (large and small correctional facilities) and payphone commission
rates yield the highest inmate/payphone commission payments and the lowest payphone call cost. All other offerors will be assigned
Attachment VI evaluation points in proportion to the offeror with the highest inmate/payphone commission payments and the lowest
payphone call cost. The balance of "Commission Rate(s)” evaluation points (50 possible) are assigned to paragraphs 4.6.2, 4.6.3 and 4.6.5.
4) Total call cost is before federal, state and local taxes.
5) Per minute rates do not/cannot include mileage and/or time-of-day variations.
RFP DG8013

3

Date: 1-9-2008

Attachment VII - Evaluation Scoring "Possible Points"
Para

Specification

Section 1. Project Intent
Summary Statement
1.1
Issuing Office and Project Manager
1.2
Schedule of Events
1.3
Submission of Proposals
1.4
Contract Period
1.5
Commission Revenue Guarantee
1.6
Questions
1.7
Protected Information
1.8
Section 2. General Requirements
RFP Available via E-mail
2.1
Organization of Proposals
2.2
A. Letter of Transmittal - Indicate "Yes" if included and
"No" if not included.
B. Executive Summary - Indicate "Yes" if included and
"No" if not included.
C. Responses to specifications and requirements
D. Additional information and attachments, if any
Revisions to RFP
2.3
Rejection of Proposals
2.4
Acceptance of Proposals
2.5
Proposals Property of the State
2.6
Oral Presentations
2.7
Site Walk-Throughs
2.8
Multiple Proposals
2.9
News Releases
2.10
Subcontractors
2.11
Restrictions
2.12
Exceptions
2.13
References
2.14
Offeror Profile
2.15
A. History
B. Financial/Annual Report
C. Credit Rating
D. Loss of Contracted Service
Standard Contract Terms and Conditions
2.16
Section 3. Project Background
Current Environment
3.1
Future Plans
3.2

RFP DG8013

Possible
Points

Para

Specification

Date: 1-9-2008

Possible
Points

4.1.32
4.1.33
A.
B.
C.
D.
E.
F.
G.
H.
4.1.34
4.1.35

4
5
5
5
4
5
4
4
4
5

N/A

4.1.36

4

N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
3
8
7
8
50

4.1.37
4.1.38
4.1.39
4.1.40
4.1.41
4.1.42
4.1.43
4.1.44
4.1.45
Installation Requirements
4.2.1
4.2.2
4.2.3
4.2.4
4.2.5
4.2.6
4.2.7
4.2.8
4.2.9
4.2.10
Inmate Communication Enhancements
4.3.1
Maintenance
4.4.1

4
4
5
4
7
5
4
5
6

N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A

4.2

25
25
25
25
6

4.3

N/A
N/A

4.4

1

4

9
8
8
7
7
8
8
8
7
6
9
8

Attachment_VII - Evaluation Scoring.xls

Attachment VII - Evaluation Scoring "Possible Points"
Specification

Section 4. Specifications
Technical and Security
4.1
4.1.1
4.1.2 (consider Offerors response with regard to Items AG)
4.1.3
4.1.4
4.1.5
4.1.6
4.1.7
4.1.8
4.1.9
4.1.10
4.1.11
4.1.12
4.1.13
4.1.14
4.1.15
4.1.16
4.1.17
4.1.18
4.1.19

Possible
Points
5
4
4
4
4
8
5
4
6
6
4
4
4
4
4
4
4
4
4

4.1.20

5

4.1.21

6

4.1.22

4

4.1.23
A.

4

B.

5

C.

5

D.

4

RFP DG8013

Para

4.5

4.6

2

Specification

Possible
Points

4.4.2
4.4.3
4.4.4

8
8
9

4.4.5
4.4.6
4.4.7
4.4.8
4.4.9
Service and Reliability
4.5.1
4.5.2
4.5.3
4.5.4
4.5.5
4.5.6
4.5.7
4.5.8
4.5.9
4.5.10
Costs and Commission Structure
4.6.1
1. Offeror shall acknowledge their agreement with this
requirement.
2. Offeror shall acknowledge their agreement with this
requirement.
3. Offeror shall acknowledge their agreement with this
requirement.
4. Offeror shall acknowledge their agreement with this
requirement and offeror shall provide the requested
“sample” bill (invoice).
5.
6. Offeror shall acknowledge their agreement with these
rates/requirements.
7. Offeror shall acknowledge their agreement with this
requirement.
8. Offeror shall acknowledge their agreement with this
requirement.

8
4
7
9
7
7
5
7
5
6
6
6
7
8
8
hether or not offerors acknowleged their
applicable, their understanding of these
s" or "No" as applicable for each offeror. Item 4.
sample" bill (invoice).

Para

Date: 1-9-2008

Attachment_VII - Evaluation Scoring.xls

Para

Specification

Possible
Points

E.

4

F.

4

G.

4

Para

4
4
4

4.
5.

4
4

6.
7.
8.
4.1.24
4.1.25
4.1.26
4.1.27
4.1.28
4.1.29
4.1.30
4.1.31

4
5
4
5
6
4
4
5
6
5
4

Possible
Points

Specification
9. Offeror shall acknowledge their agreement with this
requirement.
10. Offeror shall acknowledge their agreement with this
requirement.
11. Offeror shall acknowledge their agreement with this
requirement.
12. Offeror shall acknowledge their understanding of
this requirement.

H.

1.
2.
3.

Date: 1-9-2008

Evaluators: Please indicate wh
agreement with and/or, where a
specifications by entering "Yes
requires the submission of a "s

Attachment VII - Evaluation Scoring "Possible Points"

13. Offeror shall acknowledge their understanding of
and shall confirm their agreement with this requirement.
4.6.2
5
4.6.3
15
4.6.4 - Offeror shall confirm their agreement with this
"Yes" or "No"
requirement.
(like above)
4.6.5
30
4.6.6 - Offeror shall confirm their agreement with this
"Yes" or "No"
requirement.
(like above)
4.6.7
N/A
Section 5. Proposal Evaluation
Introduction
5.1
N/A
Section 6. Required Contract Provisions
Items 1-8: Evaluation points should not be assigned to "Section 6. Required
Contract Provisions" because items 1-8 are, in essence, "Terms & Conditions"
(Ts&Cs). As such, offerors will either accept or take exception to this section's
Ts&Cs.
Attachments I, II, III, IV, V, VII, VIII and IX
N/A
Attachment VI - Call Cost and Commission Calculation
250

Evaluation "Possible Points" Summary:
Technical and Security Features
Commission Rate(s)
Vendor Service
Offeror Profile
Correctional Experience (References)
Total =

RFP DG8013

3

300
300
250
100
50
1000

Attachment_VII - Evaluation Scoring.xls

Attachment VIII

INMATE TELEPHONE REQUEST FORM
FDr05I07.00

,

o Legal

0 Personal

0 Court (Case by Case Approval)

Inmate Name:,--._'--Housing Unit I Cell #:

_
'---

Inmate Pin #:

_

USP#:

_

Date/Time:

_

~

_

NUMBER (S) REQUESTED
(Pleas.e include all information requested)

(Area Code) Number
1. (

)

2. (

)

3. (

)

4. (

)

5. (

)

6.

(

)

7.

(

)

8.

(

)

9. (

)

10. (

)

11. (

)

RFP DG8013

Address

Name of Person (s)

-

. -

.

Relation to You

STAFF USE ONLY
Reject

A='

DESCRIPTION
Bid Number

DG8013

Title

State Cooperative Contract for Inmate Communication Systems/Service

Description

Be aware of a time sensitive requirement; specifically, please refer to paragraph “1.3 Schedule of
Events" and paragraph “2.8 Site Walk-Throughs". You must register for the site walk-throughs nolater-than 1-18-2008 by 2:00 PM.
Added on Jan 22, 2008:
Instructions for Site Walk-Throughs
Date: January 22, 2008
Site walk-throughs at the Utah State Prison - Draper and at the Central Utah Correctional Facility
(CUCF) - Gunnison will be conducted on January 30, 2008 for those that have submitted the
appropriate security check information by the specified deadline.
Gunnison Walk-through
Time: promptly at 9:00 a.m.
Place: Central Utah Correctional Facility (CUCF)
Administration Building
255 East 300 North
Gunnison, Utah
(Gunnison is located 140 miles south of Salt Lake City. Please allow sufficient travel time in order to
be on time.)
Draper Walk-through
Time: promptly at 2:00 p.m.
Place: Utah State Prison
Warden’s Administration Building
14425 South Bitterbrush Lane
Draper, Utah
Miscellaneous Information
You must have a picture ID to enter both facilities.
Cell phones, cameras, computers and etc will not be permitted. Please bring with you only a writing
instrument and a pad of paper.
If you have sent your security information to attend the tours and your plans change, please notify
David Worthington at dworthin@utah.gov.
Added on Feb 14, 2008:
February 14, 2008
The following questions were received in a timely manner to the Division of Purchasing on February
8, 2007. RFP Depot had problems and vendor could not get the questions entered in the system. We
have attached the questions and answers.
1.4 Submission of Proposals: (Page 4)
Question: This section directs that we provide an original and five (5) copies of each proposal on
both paper and diskette. Our understanding is that we will need to submit a total of six (6) diskettes.
Please clarify if this is not correct.
Correct – Six (6) diskettes (or CDs) are required.

4.1.1 Technical and Security: (Page 16)
Question: Will UDC require the incumbent provider to replace the existing VAC ITS equipment with
new equipment as described in this section? Requiring all vendors to install new equipment will
ensure a level playing field for all bidders.
As previously posted on RFP Depot when, in essence, this question was previously asked, the State’s
answer follows:
Answer - The successful contractor’s inmate communication systems must be state of the art
technology and they must provide adequate system capacity, capabilities, features, functionality,
emerging technologies, etc. as delineated in the RFP. Such requirements apply to the incumbent as
surely as they do to any RFP offeror.
4.1.6 Technical and Security: (Page 18)
Question: How many “standardized audible monitoring stations” will be required by UDC?
Standardized audible monitoring stations and cut-off switches must be put in all Control Rooms;
CUCF will require eight (8) and Draper Site will require twenty five (25).
4.1.6 Technical and Security: (Page 18)
Question: Does the three (3) month period from the official contract date that will be allowed for any
new contractor to complete the monitor system change-out in all areas begin with the contract
signing date, or the effective date of the contract?
For example, if the contract was awarded on 5/1/07, and the contract was completed and signed on
6/1/07, with an effective date of 7/1/07, and all new systems were cutover on 9/1/07, would the
monitor system have to be completely changed out by 9/1/07 (three months after the contract
signing), or by 10/1/07 (three months after the effective contract date)
The three month period begins on the date the Director of State Purchasing signs the contract.
4.6.1 Costs and Commission Structure: (Page 33)
Question: Will UDC please provide an expected timeline for implementing debit calling? Because
debit can significantly increase revenue, understanding this timeline would allow us to provide a
more aggressive financial offer.
No timeline has been established.
4.6.6 Costs and Commission Structure: (Page 35)
Question: Are the inmate calling rates specified in this section the same as the current rates? If not,
would UDC provide the current rates used by the incumbent?
Yes, the inmate calling rates delineated in RFP DG8013, paragraph 4.6 Costs and Commission
Structure, 4.6.1, Item 6, are the same as the current rates.
Added on Feb 21, 2008:
February 21, 2008
YOU WILL NOT BE ABLE TO UPLOAD YOUR RFP RESONSE ON RFP DEPOT DUE TO A TECHNICAL
ISSUE.
WE WILL REQUIRE YOU TO SUBMIT SIX (6)HARD COPIES INSTEAD OF 5 AND ONE ORIGINAL WITH
ALL OTHERS THE EXACT DUPLICATES PLUS DISKETTES. (WE WOULD PREFER CD'S)
ALL SUBMITTALS MUST BE RECEIVED IN STATE PURCHASING BEFORE THE DUE DATE PER THE RFP
OR THEY WILL BE REJECTED.
PLEASE BE AWARE THAT THE LEGISLATURE IS IN SESSION AND PARKING IS CHALLENGING ON
CAPITAL HILL SO PLAN AHEAD.

State Of Utah Request For Proposals

Inmate Communication Systems / Services

APPENDIX

February 27, 2008

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

CORPORATE OVERVIEW / EXPERIENCE

February 27, 2008

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

communIcatIons
Specialists in telephone services for correctional facilities
In the security-conscious environment of a correctional facility, maintaining complete control is job
number one. You run a tight ship. Your systems and processes are carefully planned and methodically
implemented. One breakdown could lead to chaos.
Through many years of experience contracting and consulting with the largest counties and Department
of Corrections facilities, FSH Communications has developed an Inmate Calling Solution that
comprehensively addresses the needs of your facility. From unprecedented control of inmate
communications to unparalleled service and reliability, our Inmate Calling Solution delivers a standard of
total support unmatched in the industry. We make inmate communications our priority, allowing your
team to focus on issues more important to you.
Building on the foundation of a flexible and feature-rich technology platform, the FSH Inmate Calling
Solution provides one source for all your inmate communication needs:
•

Professional, single point of contact account management

•

Flexible, dedicated Inmate Support Team

•

Expert industry consultation

•

Controlled subcontractor management

•

Deep industry resource and partnership relationships which allow FSH to provide seamless
product and feature requirements to our customers

•

Competitive and timely commissions

•

Financial and usage auditing

•

Quality local, intraLATA and long distance connections

•

Tough telephone construction

•

Available assistance for speech- and hearing-impaired inmates

•

Around the clock support for all your critical service needs

•

Responsive, skilled installation and maintenance technicians

The FSH Inmate Calling Solution is not complete without the personalized support of an experienced
professional Account and Service Team to help you manage your inmate communications solution.
Whether you have questions about a system feature, need help with your commission summary or want to
add phones to a new section of the facility, your Account Team will be there to serve your needs.

February 27, 2008

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

COMMISSIONS
Inmate populations are on the rise, and so is the cost of running a secure correctional facility. Is your
budget keeping pace? FSH inmate phones can provide your institution with a much-needed revenue
source that’s paid fully and faithfully on a mutually agreed-upon payment schedule. No hidden deductions
or subtractions—just a straightforward, easy-to-calculate commission structure you can count on.
Telephone calls from FSH inmate phones may be made “collect,” “prepaid” or “debit.” For every
completed call placed from an inmate phone in your facility, FSH can return a portion of the revenue
earned from that call to you in the form of monthly commission payments.

Commission Structure
With many providers, what appears to be a high commission rate that promises big returns can quickly get
eaten away by concealed adjustments and off-the-top deductions. Not so with FSH. Our competitive and
clearly-defined commission structure doesn’t leave you searching the contract’s fine print to understand
your commission payment. What we promise is what we pay.

Fair And Equitable Call Pricing
FSH has a genuine concern regarding the price we charge for our calls. Our commitment to fairness in
pricing is reflected in our operator services offering. FSH strives to ensure that those who accept calls from
inmate institutions are paying for those calls at the lowest possible price.

Prompt Payments
You can depend on FSH to provide a complete summary of your inmate phone activity for each billing
period. Our clearly-defined and mutually agreed upon commission is paid, right on time, month after
month, with a detailed summary of usage by ANI for your facility.

Peak Reliability
When costs are rising and funding is limited, it’s good to have a revenue source you can count on. It’s also
important to have a supplier you can count on to keep your system running in peak condition. For
competitive, consistent commissions and world class service, look no further than FSH.

SECURE CALL CONTROL
One of the great challenges for any correctional facility is to provide legitimate calling privileges without
giving inmates the opportunity to abuse those privileges. FSH’s feature-rich technology solution answers
that challenge by delivering restricted access to the outside world. The FSH Inmate Calling Solution is
resistant to illegal manipulation by quick disconnects, operator intercepts, PIN irregularities or any other
attempts at deception. We take great pride in offering you the latest in fraud control available anywhere.
Utilizing digital technology and patented innovations, FSH gives you the security and control needed for
successfully managing inmate communications.

The FSH Inmate Calling Solution has among the highest levels of fraud
protection and control.

February 27, 2008

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

Automated Operator
There’s no fooling this operator. The synthesized voice leads inmate callers through the steps of collectcall, prepaid or debit dialing, announcement of their name, error prompts, verification and acceptance of
charges. This process cannot be manipulated by the caller or the recipient. All calls must go through the
automated operator.

Three-Way Call Prevention
FSH delivers Three-Way Call Prevention technology that automatically detects and disconnects attempts
by an outside party to engage a three-way call. Inmate calls disconnected due to three-way call attempts
are recorded on Call Detail Records, so the outside accomplice’s number can be added to the inmate’s
“restricted” list.

Call Blocking
FSH can block access to virtually an unlimited number of 11-digit phone numbers or entire classes of
dialing from any inmate phone. Restricted numbers can be programmed into the system at no charge,
either by your system administrator or from a remote FSH location. Call blocking prevents harassing
phone calls to correctional facility employees, judges, lawyers, known criminal associates and other
individuals or entities who wish not to be contacted by inmates.

PIN Control Features
Each inmate may optionally be assigned a Personal Identification Number (PIN). This PIN is used to
track individual calls and minimize fraud. Using PIN Control, each inmate can be restricted to calling
only approved numbers on an inmate-specific list. Any PIN can be disabled at your command, revoking a
specific inmate’s phone privileges.

Recording/Monitoring
The FSH Inmate Calling Solution allows you to monitor and record inmate calls using an integrated
digital recording platform. Whether you need selective or comprehensive recording, the recording module
supports a range of recording features, as well as online access to recordings on integrated hard drives.

INFORMATION TRACKING
Telephone calls—like visitations and postal deliveries—are one of an inmate’s few links to the outside
world, a link that must be monitored and controlled to prevent abuse and maintain security. The FSH
Inmate Calling Solution enables you to maintain tight control over the flow of information into and out of
your facility with an on-site or remote central processing computer. This computer organizes, evaluates
and maintains system functions, PIN controls and information collected from inmate calling patterns. Call
records are stored in an independent memory unit that cannot be affected by loss of power, safeguarding
the integrity of your database. As an optional service, FSH can provide a professional administrator to
manage the operation of your system.

With the power of the FSH information tracking system, inmate callers have no
choice but to play by your rules.
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Inmate Communication Systems / Services

Call Detail Records
What calls are being made, when, to whom and how often? Detailed knowledge of inmate calling patterns
is vital to a secure phone system. FSH Call Detail Records log the time, date, inmate telephone number
and location, number reached and duration of each call. The information gained through Call Detail
Records can reveal significant calling patterns that will help you prevent phone system abuse before it gets
started.

Call Timing
To enforce rules and prevent a few individuals from monopolizing the phones, FSH Call Timing places an
automatic time limit on each call. Call duration limits are set at the discretion of the facility and easily
changed.

Time Of Day On/Off
You may want to restrict inmate calling to the outside at certain times of day or night. Using Time of Day
On/Off, you can deactivate and restore the inmate phone service at your discretion.

Call Recording
When investigative requirements drive the need for inmate call recording, FSH’s information systems
provide a secure and flexible means of reviewing pertinent calls. Password- protected access ensures that
only investigators with a need to know can analyze recorded conversations. Key files can be selected and
downloaded to an alternate storage media for support of legal proceedings.

DELIVERING ADDED-VALUE, EVERY DAY!
The FSH Inmate Calling Solution is more than a phone for inmates: it’s an integrated system of security
controls, information tracking and high-end management features, all at your command. A host of valueadded applications that expand your authority are also available based on the unique needs of your
facility. These include:

Biometric Monitoring Systems

The FSH Inmate Calling Solution incorporates use of industry-leading contractors focused on the
development and provisioning of the latest corrections communications applications and technology,
including the ever-changing world of Biometric Monitoring Systems. With these systems, FSH can keep
your facility on the cutting edge of biometric monitoring technology.

Multi-Site Networking
FSH networking capabilities enable you to administer multiple correctional facilities more easily and
efficiently from a single location.

Key Word Search
Key Word Search provides an enhanced means of reviewing call recording information to assist in
investigative efforts. Using the Key Word Search feature, previously recorded calls can be searched for
presence of key words and individual records can be marked for a more detailed review.

Prepaid Calling

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

Prepaid cards offer the inmate an alternative way of placing a call that is generally less expensive than
placing a collect call. Given limited industry support for international collect calling, prepaid cards may
also be used by facilities to address high demand for international calling. These cards come in a variety of
denominations and can be sold via the commissary.

Remote Workstations
Remote workstations enhance the flexibility of our inmate telephone system by enabling key
administrators and investigators to access the system database from their desks.

Repair Advisory Service
In certain circumstances, facility staff time spent on minor repair issues may be greatly reduced through
use of the FSH Repair Advisory Service. Access to a toll free number and an automated voice mail system
is provided to inmates for reporting of minor repair or calling problems. No live operators are involved in
the complaint process and all calls are logged. Issue resolution is handled by the FSH Inmate Service
Center quickly and efficiently.

EXPERIENCE & RELIABILITY
The FSH Inmate Calling Solution delivers service and technology on your terms, with quick connections,
clear signals and tough, tamper-resistant phones that stand up to abuse. Our scalable and feature-rich
technology platform is designed with your availability requirements in mind. Remote monitoring and
diagnostic procedures help to troubleshoot and resolve problems before they become a service issue.
Proactive maintenance ensures that complaints are kept to a minimum, freeing you to focus on other,
more pressing issues. Combined with our commitment to delivering the best value for your facilities, FSH

offers a complete inmate communications solution you can trust.

FSH Communications’ Account Team believes that the ultimate success of the inmate telephone program
relies on Government and Industry working together. We trust that UDC will be delighted with a FSH
selection because of:

•
•
•

Who we are and what we bring to the Administration and this procurement
Key elements of a technical and management solution based on communication and relationship
management
How working with the FSH Account Team makes good business sense.

As a company serving Utah, FSH views strong account management backed by commitment to the
community as important. Those who contribute have a vested interest in great performance. In addition,
FSH recognizes the value of continuity for prevailing success. FSH will continue to provide UDC with the
finest combination of network, service, compensation, and support available. In order to meet this
challenge, FSH has teamed with Value-Added Communications (VAC).
The items below highlight both the corporate and technological strengths of the partnership.
•• Quality service response in a harsh environment
•• Proven network adaptable to future needs
•• Experienced, professional communications personnel
• Financial strength and corporate stability

•

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

UDC can depend on the proven qualities that FSH offers:
• Quality Connections
•• Competitive Compensation
Management services from a single source
•• Contract
• Superior network equipment

•

Due to our vast experience and knowledge of the inmate market, FSH is extremely qualified to be the
single point of contact for all inmate telephone equipment and services presented in our RFP. Our
company will act as “Prime” contractor and will serve as the single point of contact between UDC and all
aspects of the inmate telephone service described in this response.
FSH has also formed a strategic alliance with VAC for the provision of the inmate call control platform,
commonly known as Enforcer. International calls will be connected via prepaid collect or debit. While
equipment technology is an important consideration, FSH also brings the strength, experience and ability
to focus on managing the day to day operations of an account the size of UDC. We understand the
changing environment in the corrections market, including the requirement to control call rates. This
challenge requires the ability to balance between commissions and call rates and is reflected in FSH’s
proposal.
Should we be awarded the opportunity, FSH has assigned highly qualified project managers to oversee
UDC’s transition and installation project. A complete support team will continue to ensure UDC receives
the best service and support available on an ongoing basis. FSH pledges to UDC that it will provide
dedicated local, experienced, service technicians and staff support for guaranteed quick response.
FSH Company and Staff Background – commitment, teamwork, accountability, innovation and

transparent!

FSH brings the strength, experience, and ability to focus on managing the day to day operations of critical
service to the UDC inmate phone system. We understand the changing environment in the corrections
market and believe effective account management for UDC requires an experienced, professional Account
Executive based in the area.
A single, dedicated Account Executive (Mr. Dale Cherrington) will lead the team of professionals who will
provide UDC with a turnkey solution for all inmate telephone services – from planning and development
through installation, cutover, and ongoing maintenance and support. Dale has the background and
expertise to lead the team of professionals providing service to UDC.
The dedication and direct responsibility taken by your Account Executive provides UDC with a single
point of contact in the areas of service, repair, support, vendor management, and contract negotiations.
FSH also provides installation, maintenance and repair of all inmate phones and associated wiring and
infrastructure to UDC facilities. These functions of FSH are provided at no cost to UDC. As a general
rule, FSH maintains a surplus of inmate telephone equipment on-site to meet the rigorous needs of the

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

inmate telephone environment. All inmate telephones are serviced and cleaned on a regular basis, also at
no cost to UDC.
At FSH we pride ourselves on being lean and agile. What this means to UDC is that in addition to a
dedicated staff of Utah-based employees and a single point of contact (Mr. Dale Cherrington) who is
responsible for the fulfillment of the contract terms and management of our selected technology vendor;
UDC has the immediate attention of FSH senior leadership and its executive body.
It is our philosophy of team work, creative problem solving, innovative and dynamic relationships that
allow us to be especially responsive to our customers. We emphasize personal accountability in all we do
– no matter the level of employee.
Although today FSH is primarily a Public and Inmate Telephone Services provider it intends to evolve into
other services and technology. We are actively engaged with several cutting edge entrepreneurs who will
allow us to bring additional solutions to the public and inmate markets over the term of the contract.
UDC can be assured that it may call upon any one of the FSH team, from our CEO Don Goens to our
administrative staff and will receive the same high quality customer service. FSH is minority owned and
our organization is very diverse, purposely, as we understand the value of the contributions inherent in the
workplace. We are as varied ethnically, in gender, expertise, cultural and religious backgrounds, age, and
abilities as any company who has a genuine commitment to fair and equal treatment of its employees and
customers.
FSH currently has over 200 employees and 10 contractors in its employ.
FSH has employed many of the same individuals who were part of the Qwest Public Access Solutions
division (payphone group) and therefore has had little training requirements. We continue to employee
technicians who have specialized in the public telephone business, which further reduces technical
training time. Our salary and benefits are commiserate and often exceed companies of similar size and
industry. FSH offers a robust benefits and vacation plan.
We do, however, place considerable emphasis on customer service and cross-training. FSH maintains a
robust online reference and training program which provides detailed instructions on everything from
tariffs, to payphone programming, to contract / legal parameters for the company. This material is
continuously updated by a dedicated resource (program manager).
FSH proposes a reliable and secure inmate telephone system that will be served by best in class
employees. This team will be lead by Dale Cherrington as UDC’s single point of contact. FSH intends to
minimize disruption to UDC’s facilities during the contract term and will demonstrate the highly
sophisticated and secure, yet simple to operate, inmate telephone system.
FSH will be responsible for the contract with UDC and will provision all aspects of services related to the
inmate telephone system, including local and all long distance service.

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

FSH will use only currently manufactured and technically supported equipment for the term of the
contract. The scalable functionality of the proposed system will allow UDC the flexibility it will require
over the term to change and grow as its needs dictate. The employees assigned to UDC are highly
experienced in the Corrections’ industry.
Currently, FSH services over 170 correctional facilities across the West with more than 10,000 inmate
telephones. Among those 170 facilities are most of UDC facilities in Oregon and Washington.
FSH brings the strength, experience, and ability to focus on managing the day to day operations of critical
service to the UDC inmate phone system. We understand the changing environment in the corrections
market and believe effective account management for UDC requires an experienced, professional Account
Executive based in the area. Mr. Dale Cherrington is the FSH Account Executive assigned to be your
point of contact for any questions or requests concerning the contracted services, which includes (but not
limited to) reports, compensation, service and maintenance, training, etc.

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

 
 
 

STANDARD SYSTEM REPORTS

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

Summary of Attached Reports
Report Name

Description

Monthly Property Report

Summarizes messages, minutes and revenue for a calendar
month by day by call type (collect/debit/ prepaid). Summarizes
the month’s activity by tariff type
(local/Intralata/Interlata/Interstate

Call Detail Report

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.

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.

Daily Call Charges

Provides a summary of all debit call revenue for a day or date
range plus message and minute totals for debit and collect
calling.

Attempts By Station

Provides a summary of call attempts and completions and call
durations by station. The user defines the desired report period.

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.

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.

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

Three Way Call Detect Report

Provides a list of how many 3 Way Call attempts were detected.
The report can be obtained by entering the desired report
period.

Facility Blocked Telephone Numbers

Provides a list of all phone numbers blocked by the local facility.

Frequently Dialed Numbers

Provides a list of the telephone numbers called more than a
specified number of times 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.

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

Monthly Property Report

0911012004 08:59:42 AM

Page
?ag.

Communicatilons, Inc.
Communicatiions,
Value-Added Communications,
Property Summary Report
From 08/01/2004
08/31/2004
0810112004 To 0813112004

Of
O!

2

Included Call Statuses: COLLECT-LEC BILL
Included Tariff Types: ALL
PROPERTY:
PROPERTY' 9360
SAMPLE FACILITY
1234 MAIN STREET
TOWN,, TX 75074
ANY TOW
(972) 535-3000
ANI: (972) 535-3999

Date
08/0112004
0810112004
0810212004
0810312004
08/0312004
08103120<»
08/0412004
0810412004
""""12004
0810512004
08/0512004
081051200'
08/0612004
0810612004
ll8I06I2OO'
08/0712004
0810712004
08/0812004
0810812004
llllIOBI2OO'
0810912004
08/0912004
08109I2OO4
08/1012004
0811012004
0811
""""
08/1112004
0811112004
08/1212004
0811212004
0811312004
08/1312004
0811
3120<»
08/1412004
0811412004
0811512004
08/1512004
081151200'
0811612004
081151200'
08/1712004
0811712004
08/1812004
0811812004
08/1912004
0811912004
08/2012004
0812012004
08I2<l'200»
08/2112004
0812112004
08/2212004
0812212004
0812212OO4
08/2312004
0812312004
08123120<»
0812412004
08/2412004
0812512004
08/2512004
081251200'
0812612004
0812612OO4
08/2712004
0812712004
08/2812004
0812812004
08/2912004
0812912004
0812912OO4
0813012004
08I3M004
08/3112004
0813112004
0813.12004
TOTAL:
PROPERTY TOTAL
Local
L~I
Intra-Lata
Intra-State
Inter-State
Intema 'onal
International
Intemational
Canadian
Carib bean-Domestic
Caribbean-Domestic
Caribbean-International
Mexican

February 27, 2008

PRINCIPAL: 2
SAMPLE PRINCIPAL
1234 MAIN STREET
ANY TOWN, TX 75074
(972)479-1919
(972)
479-1919

Calls
464
443
471
487
500
458
349
432
483
476
419
41'
487
479
'7'
395
4'13
413
462
511
444
393
346
"'5
366
356
364
4'16
416
409
378
387
380
390
373
457
428
13,260
13.260

Minutes
4,690.0
4,6900
4,253.0
4,1310
4,13'1.0
4,131.0
4,266.0
4,6220
4,622.0
4,00'10
4,0010
4,001.0
3,189.0
3,'189.0
4,0990
4,099.0
4,483.0
4,433.0
4,3830
4,383.0
4,0'14.0
4,014.0
4,444.0
4,577.0
3,870.0
3,852.0
4,178.0
4, '178.0
4,648.0
4,'140.0
4,140.0
3,612.0
3,1'13.0
3,113.0
3,674.0
3,644.0
3,527.0
3,689.0
3,347.0
3,338.0
3,196.0
3,2210
3,221.0
3,412.0
3,904.0
3,838.0
121,355.0

11,974
706
162
418
0
0
0
0
0

110,631.0
1'10,631.0
5,419.0
1,510.0
3,795.0
3,795_0
0
0
0
0
0

""

Avg Chg
Per Min
$028
50.28
$027
50.27
$030
50.30
$031
50.31
$029
50.29
$034
50.'"
$0.31
50.31
$027
50.27
$0.30
50.30
$031
$0.31
50.31
$0.28
$028
50.28
$028
50.28
$029
50.29
$029
5029
$028
50.28
$0.30
$030
5030
$028
50.28
$0.30
5030
$0.35
5035
$0.35
$035
5035
$029
5029
$0.31
50.31
$031
$0.31
50.31
$0.33
5033
$0.32
$032
50.32
$0.35
50.35
$0.33
$032
$0.32
50.32
$0.30
5030
$035
5035
$0.31
$031
50.31
$0.30
$030

Avg Min
Per Call
'10.11
10.11
9.60
'.60
8.77
8.76
9.24
8.74
9.14
9.49
928
9.28
921
9.21

$36,960.20
536,96020
536,960.20

Avg
Chg
AvgChg
Per Call
$282
52.82
$264
$263
$2.63
$270
52.70
$271
$2.71
$294
$2.94
$281
$2.81
$254
$2.64
$279
52.79
$289
$2.89
$267
$2.67
$2.58
$2.73
52.73
$2.88
$288
$2.58
$258
52.58
$2.70
52.70
$257
$2.57
$2.76
52.76
$325
$3.25
$3.10
53.10
$2.96
$307
$3.07
$265
$2.65
$2.97
$283
$2.83
$2.98
$2.77
$2.67
52.67
$2.71
52.71
$302
$3.02
$275
$2.75
52.75
$2.79
$279

528,138.90
51,53625
51,536.25
52,059.94
55,225.11
0
0
0
0
0

$235
52.35
$218
52.18
$1272
$12.72
$12.50
$1250
$12.SO
$0.00
5000
$0.00
5000
$000
5000
$000
5000
$000
5000

$025
50.25
$028
50.28
$136
$1.36
$138
$1.38
$0.00
$000
5000
$0.00
$000
5000
$000
5000
$000
5000
$000
5000

9.24
7.68
7.58
9.32
9.08
'.08
0.00
000
000
000
0.00
000
0.00
000
0.00

Charges
51,30617
51,306.17
51,167.94
51,23842
51,238.42
51.238.42
51,31572
51,315.n
51,356.38
51,34694
51,346.94
$97919
5979.19
51,09730
51,097.30
51,346.81
51,373.58
5U17.54
51,117.54
Sl,117.54
51,255.52
51.255.52
51,309.97
SU09.97
51,138.19
51,06621
51,066.21
51,248.39
51,315.17
51,224.96
51,275.99
51,074.14
51,083.82
$1,083.82
51,117.27
51,11727
$1,117.27
51,104.32
$1,104.32
$1,213.74
51,213.74
$1,070.83
51,07083
51,070.83
51,152.36
$1,152.36
51,054.25
51,05425
$1,054.25
51,040.34
$1,040.34
$1,012.48
51,012.48
51,380.84
$1,380.84
$1,175.42
51,175.42

FSH:
FSIi:

commUnications
Communications
commUnicatIons

958
9.58
'.58
9.13
9.56
'.58
9.80
9.33
904
9.04
9.10
9.32
9.19
9.00
'.00
10.04
10.01
8.48
9.02
8.85
8.63
8.41
8.26
9.15
8.54
8.64
8.97
9.15

'80
'04

Page 15 of 63

State Of Utah Request For Proposals

0911012004 08:59:42 AI""
AM
09/101'2004
09/1012004

Inmate Communication Systems / Services

Communications Inc.
Value-Added Communications,
Property Summary Report
From 08/01/2004 To 08/31/2004

Page

2

Of

2

COLLECT-LEC
COLLECT-LEG BILL
Included Call Statuses:
Statuses COLLECT·LEC
Included Tariff Types: ALL

Minules
Minutes

Charges
Chartr

Avg Cllg
Chg
Per Call

Avg
A"9 Chg
Per Min

Avg Min
Per Call

$2.35
,235
$2.18
5218
$12.72
51272
$12.50
512.50
$0.00
50.00
$000
50.00
$0.00
50.00
$0.00
50.00
$0.00
50.00

$025
$0.25
5025
$028
$0.28
5028
$1.36
S1.36
$1.38
51.38
$0.00
50.00
$0.00
50.00
$000
$0.00
50.00
$000
$0.00
50.00
$0.00
50.00

924
9.24
92'
7.68
768
9.32
932
908
9.08
000
0.00
000
0.00
0.00
000
0.00
000
0.00

REPORT TOTAL:
REPORTTOTAL

13,260

121,355.0

S{~0
$35,960.10
536,960

Local
Inlra-Lata
Intra-Lata
Inlra-State
Inlra-Sta
Intra-Statee
Inler-State
Inter-State
Inlernational
International
Canadian
Caribbean-Domestic
Caribbean-International
Caribbean-Intern aional
r exican
Mexican

11,974
11.974
706
162
418
0
0
0
0
0

110,6Jl0
110,63'10
110,631.0
5,419.0
5,4190
1,510.0
3,7950
3,795.0
0
0
0
0
0

S28,138.90
528,13890
Sl,536.25
S'1,536.25
51,53625
S2,059.94
52,05994
S5,225.11
55,225.11
0
0
0
0
0

Calls

$2.79
$2.19

$030
$0.10
SO.3U

9.15

* * * END
ENID OF REPORT * * *

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State Of Utah Request For Proposals

Inmate Communication Systems / Services

Report Definition
The on-line reports all use the same basic set-up procedure. Three screens allow the user to define the parameters to be
applied to the report selected.

f!I~EJ

Iii Selling Up Parameters For: Call Refund Report

ltestadmin

Report Level==================ii
Level
Level==================ili
SELECTED SITES (Site#

SitelD

SiteName)

I

All
~,r All
11

M

.!cl
SELECTED INMATES f1nmate
{Inmate 10
ID
SElECTED

Inmate Namel
Name'

..=J r

All =

1M
..!:l

-

tatus=====-------------j!
Inmate S
Status==================ill
Status~""""""""""""""""""""""""""""""""""""""""""-""I
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80th
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o

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flack
fi c

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~
1

Hext
.Hext

Ill;
I~

E~it
E~it

If inmate PINs are not in use, Station Number and name is displayed in the Select Inmates
box.

February 27, 2008

FSH:
FSIi:
FSH=

commUnications
communicatIons

Page 17 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

IE3
It3
Ei

Iii
Ii;
Paramelers For:
iii Selling Up Parameters
For Call Refund Report
Reporl

CAMPUSU·I/S01
ICAMPUSU.l/S01
!CAMPUSU¥S01

]TESTADMIN
ITESTADMIN

Report s
tart------------------=j
start
Start
I

J!

11/02
IJi1/02

[_

J

::J

Report
RePort start
Start Time
I

r.l . . rt'"'
[_

JO~JO..:JJO..:J
0 ~
: IOl~JO:3
..:J ..:J

rReport
End
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I

]4/12/02
14/12/02
4/12102

L

[,

::J
EJ

Report
RePort
Re ort End Time

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1i3~159..:J159..:J
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E.Kit

Start/Stop times can be defined to the second, if desired.

Paramelers For:
Iii
Ii; Selling Up Parameters
For Cily
City By NPA-NKK
NPA-Nxx Search

It3
Ei
IE3

Phone Settings
Phone Nymber
Add

I Remove I

rored profile
Profile Name
rOred

1IeI-

.!lack]
.!lack
!lack

1+
+
I'"
1

uexT]

Hext
Hext

I~

Multiple Phone Numbers can be added to the search criteria. A report selection criteria
that will be used repeatedly can be given a name and stored.

February 27, 2008

FSH:
FSIi:
FSH=

commUnications
communications
communicatIons

Page 18 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Call Detail Report
This report itemizes all calls occurring in a user-defined time period. Additional
selection criteria can limit the report to completed calls, calls of a specific type
(debit/collect), or calls from specific stations.

Run Dale.
Date: 08J08J2002
0810812002

Inmate
hunate Phone System
. stem
D ecail Report
Rep ott
ort
CaD
R'!P
an Detail

Run Tim e: 1247:49

Repl1!'t
Rep~rt Site:
Siitt:

Page

fum:
ff~m.: 081011200
08J0112002
OlliOl12002 •- 00:00.00
00:00:00
Fum:

COF

08JQg12002 - 23:59:59
23~59:39
Tbm ::0&10812002
0810812002
23:~9:59
Thru
F
or 80th
Both Debit and
Elnd
cams
Cali1s
For
W'l.d Collect C&I1~

Tenninal
Terminal Maldng
Making Reque
RJeque sl: All
AI1DEMO_WSO
DEMO_ WSO l
User ID: testadmin
testll.dmi.n

~:::.:..:..;~:..=.:.:.::....:...1-=~-=·acmty.:..:·'=·~N-=un::..::..:..~::....:---=.D-=E.:=...::O~'

:...-C=-.:.~de.:..:.;_C..:..:H==~C...::.
.=de:..:.;___=.C.:..:H~

I

h1m~te Name
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ID

[fiiiiikJ
~

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Total Transaction.s;
TransacUon.s:
Total cos
cost

February 27, 2008

III

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FSH:
FSIi:
FSH=

commUnications
communicatIons

Page 19 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Chronological List of Calls
Similar to the call detail report in basic function, this report includes an indication of
the tariff type of the call (local, Intralata, etc).
RwJ
D -::
RJ.mD

IIJ3'ICa(2 ,

RmtTWue.:
Rnn
Time:

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Repnt
Reporl
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w,:
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:}!]I M.lI~:
Mtl~~,.:lt:
T"~:M'~IliA.U~Req1Jljt:
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or
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orcaIls:

cor
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~1f2002 - 00:00:00
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23..$1:$9
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February 27, 2008

::I~

20
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20
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]Ia

$0.0
$8.0
18.10

FSH:
FSIi:
FSH=

commUnications
communications
communicatIons

Page 20 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Daily Call Charges
This report summarizes completed calling activity by day and call type for the facility
over a user-defined period.

hunate
Pho ne System
Inmate Phone

Rmt
Fmt Date: Cl31CBt2C02

Call
C~s
Jtar:es
Daily Calle
calle
ltarges

Rmt
Fmt
TiltE:
TinE: 12:24:00
RunTime:

page
p~

m

Rep3rlSite:
RePJrlSite:
Rep:>rlSite: COF
T
Tenniml:Making
enniml MaJcillg
Request:
~uest: All
TerminU
~ Re:l:ues!:
AIl DEMO_WS
DEMO_'irVS 01
UserID: testadmin
Iestadmin

IFadlityName:
FacililyName:.
Da.i!
Da~
00/11/)))2
0011I/)))J
CIS!11fD)2
OOIlJl)))J
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OOll3aJ)2
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Fac
iIiIy Tota1
Total::
hdlityToW;

00""""
00""'"'
.",,,,,,,

IR"'.riT...
IR~ortTota1"I
IR~ortTotal
:1

February 27, 2008

FIOm:
FlOIlt 12iDl/1
12iUlfl%9

To: 0311E12OJ2
Cl31CBt2C02

Facilily Code:.
Facility

DEMO

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:omit
Dmit
Dumtion
Du.la&n

Calls
Calk
Colk
U

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0
0
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0
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0
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FSH:
FSIi:

commUnications
communicatIons

Page 21 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Attempts by Station
This report tracks attempts, completed calls and duration by originating station for a
user-defined time period. In addition to allowing the facility to determine which
stations are the most heavily used, it can be used to identify possible station repair
problems.

Inmate
hunate Phone
Plume System
S)'Stan

Run Dale : 02f.l1t2004

Attemp ts by Statim
StaOIn

Run
l':il:n
1.5:10
:34
Rat 1':il:r>!:
Tb:: 15:10:34
lS:l0:34

Fl!pon
RJ!pon
Sill!:
Sib!:
J?epmSa:
TeIWinal
TeIWina.l
Making Reque st
TmnNl~Rt1pa::
UmID:
U_ID:

IFMiIKy
FariIKy Name:

IINl!
UN1!NllO
/tll0

lDr:!1ll1t
...on,
IINl!/tl11
UN1!Nl11
mn:/Ill1
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trlalll))
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UN1!NlH
IINl!/tlH
lDr:!IlU
IINl!/tlU
UN1!NlU
lDr:!lllJ
lDr:!llll
UN1!Nlll
IINl!/tl1'
IINl!/tl17
UN1!Nl17
lDr:!1l17
IINl!/tl18
UN1!Nl18
lDr:!lllS
UN1!Nl19
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February 27, 2008

3 of

3

From:
02.oll:2004
02.olt2004
:00
Real.: 010
l/Xl()4 -• 00 DO
00:00

COF
CO
TID_WS02
COTBJ_W!D2
TESTADMlN
TESTADMIN
TESTADWIN

CO'IB3

SWionName
stmonName
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IINl!/tl07
UN1!Nl07
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.
. . 0 ..
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Page

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02f.llt2004
02f.ll1:2004 -• 23
j9 :59
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23~:59

.--"""

FMiIKy Code:
FariIKy

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co'"'

...-••

aJj Complried
SWionNlnber
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Au Ipted
Cdf
Calli IhIl"mon
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••
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FSIi:
FSH:

communtur,Gns
commUnications

0
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••
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Page 22 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Percentage Grade of Blocking
This report summarizes calls that reached the network and those that were blocked for No
Trunk Found (i.e. insufficient facilities) by trunk type and hour of the day for a userspecified time period. This report can be used by UDC to verify compliance with the .5%
blocking requirement.

•
Run T'
Tim!:: 12-31:28

of

R;;;PMt
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February 27, 2008

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To: mIClBl2002
08.!'IllI2

_W;;01
_WSOl
01

FSH:
FSIi:
FSH=

communications
communicatIons

0
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Page 23 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Alert Notification
This report summarizes the history of user-generated alerts based on called number,
originating station, or both.

RunD te: 0&'0812002
000812002
0810812002

Plume .. Xstem
Inmate Phone
y~
N!!J:L_.__ !!rtiJiJ:_atiQu
otification
Alert
~tifi. cati.gn

T,Un
Run Tun
Tim e: 12:44:40

Report-Sile:
R~pottSile: COP
ReportSit~:
COl'
Te:rmln8il
Tef11lina1
AIlDEMO
Te
inal Making
aking Request: AI1DEMO_\VS0l
AllDEMO _WSOl
WSOI
U
USef
sa ill
ttestllodmin
stlIdmin
User
ID:: testrldmin

FrGm:
From.
081011200 -"00:00:00
00:00:00
From.08J0112002
Thru
:08108/200
23:5!"'U9
Thtu ::0810812002
08J081200 - 23:59:59
23:'9:~9

FacUlty
FacWty Cod,,:
Code: CH

DEMO
lJuttate
hun~te
bonate N
Name
nne

ID
OOoroOC002
OOOOJOOJC12
OOOOJIDJ02
OOOOJOOJ02
OOOOJOOJC12
OOOOOIDJ02
OOOOOIDJ02
OOOOOOOJ02
OOOOJOOJC12
OOOOOOC002
OOOOJOOJC12
OOOOOIDJ02
OOOOOOOJ02
OOOOJOOJC12
OOOOOIDJ02
OOOOOIDJ02
OOOOOOOJ02
OOOOJOOJC12
OOOOlOOJ02
OOOOOOOJC12
OOOOJIDJ02
OO()OJOCO(f}
OOOlOOlIDrB
OOOOJIDJIP

TWQ,NOPm
TWO,NOFmLrnE
TWO.
NO PIN IDlE
WIE
TWQ,NOPmIlNE
TWO,
NO Fm
TWO.
PIN LrnE
WIE
TWO.
TWO, NO Pm
Fm
PIN I.rnE
IlNE
WIE
TWO, NO Fm
PIN I.rnE
IDlE
TWO.
WIE
TWO,NOm
TWO,NOFmLrnE
TWO.
NO PIN IlNE
WIE
TWO.
TWO,Nom
TWO,NOPmIlNE
NO PIN I.rnE
WIE
TWO,NOFm
TWO,NOPmIlNE
TWO
NO PIN I.rnE
LlNE
J09NSON
JOEINSON
JOBNSO JOHN RAY

Men
Melil
A1e.rt

DWedDigUs
DialedD""Us
Dialed Digits
912@OO34S3
9128083483
9728083483
9728981002
912S9£1002
91289'SW02
9128083313
97280S3313
9128083313
9128083483
91280834S3
9728083483
912808}1$83
9128083483
9128083'183
912S083483
9128083483

Number
tile Facility:
Alerted Calls
fOl"
fFadliiy:
aeilliy:
CaDs for
fo tlle
Total Numberu
limber ,ef
of Alerted.

February 27, 2008

1 of

Page

E01H
B01H
B01H
B01H
B01H

PHONE
PHONE
PHONE
PHOHE
PHONE

Date.ITime
DateJTime
Dat
ime
OS:OII2OO2Oll:()5
:1:l
OSiOl12OO2
08fli:B
08101
OSi01/2lOC12
OS 112002 12:U:3l
12:11 :31
08101
OSi01f20JJ2
08
0810112OJ2
If2O:l2 12:l
12:14:5it
12: 14:5it
:Sit
08i01l2OJ2
08iOll2lOO2 12:lS:21
12:18:21
0810112o:J2
OSAJ6f2Ol2
08:l1J6I2OO2 09:47:23
08
OSiU6f2((1J2
OSiO'6t2002 09:j):5it
09:JJ:5it
08!J612Cll2
09:~:
Sit
OS,(J6!2O:l2
08AJ6!2r02
0810612OJ2 09Si:02
09:i5:C12
09:)5 :02
OSi0712OJl2
08Al712lOO2 14:41:00
14:47:Ge
14: :(13
08.07

I

StaDoIl
Statioll
2
2
2
2
2
2
2
0

Cost
$OIIO
mDO
$nIlO
$ODD
$:IJlO
$nIlO
$ODD
$:IllO
$)1l0
$nno
$ODD
$)1l0
$nno
$ODD
$)m
$nno
$ODD
$nno
$ODD
$:IJlO
$)m
$nno
$ODD

8

FSH:
FSIi:
FSH=

commUnications
commUnicatIons

Page 24 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Fraud Detection Reports
The Extra Dialed Digits report and the Three Way Call report highlight possible fraudulent
activity on the part of the inmates. These reports can focus an investigator’s time by
helping them identify situations where the inmate may be trying to circumvent the controls
of the Focus 100.
Run o
Date:
8!O8!2002
8!O812002
te : 0810812002

Inmate Phone System
~7s:tem
Imnate
ystem

12:,S3;:59
RUn
TilM~; 12:53:59
Run Time;
TUM:

Pg

Enra
Extra Dialed
Dial@d Di:gits
Di:eirs.
Digits

1 of

l12oo2
OO:O():OiO
0&/0 11200
ll2l002 - 00:00:00
From: 0810
Thru ::0810812002
00&/0&'21002
&10 &1'2100 2 - 23:59:5'9
23:59:59
23:59:5
Tbm

Report
Site:
te: COF
port Si
ite.:
Terminal.
_\nr.ml
Terminal
Makiin;g
AU
_00131
Te inal Makin;g
aking Request: An
AI DEMO
DEMO}NSOI
U:o
testadmin
User[IID;
ID:; te:stadmin
testadrnU:L

T'WO,
TWO, MO
NO PIN
PnH1NE
11ME
.1

oi2!l NWllber
iu:lllhet' of
01 Calls
CaDs
oUl

RW'l
FO.m

Da~:
D~:

itilll
it

tn. Dia.lt:d
D'ialed Digits
DigUs .::
tn

Phone
Inm.at'B FhOIUI
PhOflB Syslem
SystBm.
Inmate
Systllm

&oU8n002
08,uSQ
00:2

Run'
Run irn
~ e 13:1
1\3:\
:1 :22
22

3 Way Call
Rep,ort
Detlect
Rell1ot't
CaD Demct
DlltectRllport.

IaportSih:
ReportSih :
~M
M
Request:
T tt\'IiMl.
M - ggRequ~t:
qUt; t:

User
Us~

COF
COl"
All
All D'lO

Iracilliy

1
I of
lot

rfom:
00: 0:010
OUll11999 - 00:00:00
From: OU1l11999
01,{l111999
0000:00
ThN
OSJIlSflO02
0$.olJ812:002 - 23:9
23:
:;9
T _ 08JtlSno01
~
99:;9
9

01
Ol
0\

teste.d:rnin
Ust.e.dm1n
te ste.cImIn

Nun::
!fllCility
Na.e: DEMO
I~Facilliy~'
_.=--N_lUII_I!:_:_D_E_M_O

p g
P
I!l

Scketecl
Site G):
Scket.ecl
S~lee:ted Sitc(s):
Site(:»

Fuitity---C_lJ_d_I!::__
CHA
fuility
Cede: CHA_·
F_K_llity_·-'

}.ll.
ALL

~

lI
l
1

'22
1
1

Tot:ll Ntatller _ f 3
ToUlN1IlItIIerer3

February 27, 2008

11¥.11,.
W:i,.

O:llIk D
etelrt&d :
C";l)k
Deteced:

FSH:
FSIi:
FSH=

COmmUnications
commUnications
communicatIons

Page 25 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Facility Blocked Telephone Numbers
All blocked numbers in the facility can be printed out on a report which includes the date
the number was blocked, who blocked it and the reason for the block.

1=0.... : f.G/1.Jt1003
~ of
+

1=
1=!:iu:
17:0H3
17:0.l:l.3
l:J:1rL Iio:
IiImo: 17:05:13

hport ~iIo
~m:: COl!"
COJ!"
lapon
COl'"
Iril:mm,>1ltUint
IllImm,>1:r.t>linth'l._t:
!I1Imi:ll.>1:r.w~h'l._~
hq_t: CO!B
COIB1_
COIB2
2_'IJ.I!0
_WS02
'IJlSOl2
ll:.I ID: n..",.
1]:..
D~"'Q
9126060001
mBOB0001
mBOBOOOl
m
ID

CO!B3
COIB3

Inm<11» H.m..

Ul.TTTUI....
Ul.TTTUI.....
Ul.TTTUI.~

ftJ
M~ er Of Inm
InM
InM ot.5
ot.<s
Wrth Th
.NUM
~er:
NJ mb
olUI With
TIl ;,k HUM
Hum ~er:
b.. r:

1

B>t.
N:.t. All>wR.eo,on
Alb w!teo ,on
R:.t
All>wR.e;,'on

ftJ
ftJM~er
M~ er Of
OfInMot.<s
InM
Wrth Th;,
Th
.NuM~er:
~er:
NJ mb
Inm ot.5
olUI With
TIl ;,k HUM
Hum
b.. r:

1

IadI¥ Wile II.ub
Ihone
111
on..
ttllllllllllill
DIIIIIIIIIIIII
ttll1JJ.l1JJ.lJJJ.
ttll1JJ.1.1JJ.l1JJ.
DIl111Wlllll

[111111111""
Ctlll1111111'1
DII111 '111111

[tIl··········
[III··········
DII··········
11·~llll
11'~llI1

'i'11IK
'iJT1IK I1111
III
'rI1Ift.111I
'mIN.11ll
mJl4.l1ll
~1UI:I.1.lU
'iJT1IK 1111
?TlII:C.l,11
'i'11IK
",1
'iJT1IK.1 [t
II
'itTJ.IIJI.·[t11
?T1IR.
lJII
'mIN.....
mJl4. ....
'ITUt4.....
mJl4.~
'mIN.=
'ITUt4.~

February 27, 2008

Bl>d
BI>d: TJpe
BIod:
TJp ..

-.
......

D!<crption
o..crttion
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toll""
......

a.oc
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a.o::: KID
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aJX
fI: I:Dsonr
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a.ocf(~Ccu.a:T W~C
~c
a.o:::KIDCa.LEJ::T
aJXfl:mCa.r..ECT
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,af
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a.o:::KIDffi<t::ua:r<ID
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aJXfl:mCJ?<'t::=m
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1:l1'it::~Cf(~ ca~
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......
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FSH:
FSIi:
FSH=

commUnications
commUnicatIons

Bl>d
BI>d:
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D<.t.o
¥l'l(J~
'¥ll(J~
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¥'!>(J~
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da,·...,t1
da,wdl
d.....-.II
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........-.11
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.....•..-.11
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Fo
adlllrpa

""" ..alar"

Page 26 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Frequently Called Numbers
This report provides all numbers called more than a user-specified number of times over a
given time period.

Imnate
Phore System
lrunate Phom

Run Date: 100812002
1012812002
Run
09:58 :55
Ru!!. Time:
TImI:09'.58:55

Freq
Freg
uently Dialed Nmnbers
Frequently
Numbers

Rep:l1tSite:
Rep:ntSite:
RlportSi.:
Tenniml
Tenninal
Making Reques t:
TIrmiNJ.MU:~R~lRft
UserID:
U,.rID:

COF
cor
AI
1DEMO_VIS 01
AIIDl:MO_WSOI
testadmin
tut.dmin

Pho_N~er:
PhoneN1iJMer:
P"_~ 9728083416
tn'''341'
ID
Inmate
N
Narne
arne
m
lnma_NIIMe

1411411411
1411411411
1411411411
1411411411

HON]S.,BILLY
HOIl1E>.,Bn.LY
B
B
HCftES.Bn.LYB
HON]S.,BILLY
HOIl1E>.,Bn.LY
B
B
HCtm.Bn.LYB
HON]S.,BILLY
HOIl1E>.,Bn.LY
B
H~~~LYBB
HON]S.,BILLY
HOIl1E>.,Bn.LY
B
B
HCfl(E) n.LYB

ToWCa1lI:
T o tal Calk:

February 27, 2008

Page
P.I(I 1

of 11

From: 100112002
lOOIJ2002
To: 100812002
1012812002
IlY28l2lD2

ALL

Selected
Sdtc:liId Site(s):
Sit~):

Da:terrirne
Da:terrime
DateJTime
lCVll.QOO2
1CV11.QOO2
llYll.Ol))2
1CVlll.lOO2
lCVlll.lOO2
llYIlllOO2
1CVlll.lOO2
lCVlll.lOO2
IlYIl.QOO2
1CVlll.lOO2
lCVlll.lOO2
IlYUaoJ2

Facility
F..:iJ:iQ'

10:35:49
10:)5:49
10:31:12
10:)1:U
10:44:04
10:45:33
IO:45::n

•
4

FSIi:
FSH:

commUnications
commUntur,GnS
communications

Page 27 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

IMPLEMENTATION PLAN

February 27, 2008

FSIi:
FSH=

commUnications
communlcstlOns

Page 28 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

The schedule of events for the successful offender telephone system implementation
is as follows, please note that the actual planning begins prior to written contract
execution and many tasks are occurring simultaneously. For timing purposes we will
use Day 1 as the Contract Execution Date:
SYMBOL KEY
Ÿ Timing of activity and/or Time to complete
& Triggering Event
PP Personnel Involved
G Requires escort for entry into secured area
On-site escorts will be required for any portion of the installation that required technicians to be in secured areas of the facility.
FSH will coordinate all efforts through facility personnel.

Phase I

Project
Definition
Ÿ Day (-1)

& Award
PP UDC: Contact(s),
IT, FSH, VAC,

Initial planning meeting will confirm RFP data:
• Name & physical address of each active and planned site.
• Site Contact Name(s), Phone Numbers, Fax Numbers.
• Quantity of inmate phones for each site and planned expansion
information.
• List of any specialized equipment required (pedestals, special
mounting options, TDD phones, etc.)
• Time Schedule to include start & end dates, site priorities and
special requirements or limitations will be taken into consideration
during this process.
• Traffic Data: Any information available regarding current call
traffic by type (local, intraLATA, interLATA, interstate,
International)
• Security Clearance – procedures and forms for site survey team
and installation team.
• Miscellaneous – Identification of known technical requirements,
applicable regulations, and administrative issues.
Meeting results will be provided in writing to all participants and
others as requested by UDC. Document will be called Statement of
Work (SOW) which will be considered a living document that outlines
the details of the system and implementation.

Phase II

Acquisition
Ÿ

& Contract Execution

February 27, 2008

Equipment and services ordered, scheduled,
prepared and delivered to site based on
specifications as modified during Project
Definition.
FSH AND VAC MAINTAIN STRONG RELATIONSHIPS WITH A
WIDE RANGE OF TELECOMMUNICATIONS AND EQUIPMENT

FSIi:
FSH=

commUnications
communlcstlOns

Page 29 of 63

State Of Utah Request For Proposals

PP FSH, VAC

Inmate Communication Systems / Services

SUPPLIERS, SELECTING ONLY THOSE THAT BEST FIT THE
SPECIFIC NEEDS OF THE CORRECTIONS INDUSTRY AND THIS
PROJECT.

THIS PROCESS IS VIRTUALLY TRANSPARENT TO
UDC AND EACH FACILITY.
Phase III

Site Survey
Ÿ

& RFP Award

Inspection team will visit each site to confirm
essential installation information and ensure that
all necessary preparations are made for each site
in ADVANCE of the actual installation.
The site survey will be conducted using the form shown at the end of
this section of the proposal – see Table 1.

PP FSH, VAC
G

Phase IV

Phone
Instrument
Review
Ÿ

& 10-20 Days prior to
Circuit Installation

(Note: VAC will be responsible for identifying and testing existing
cable and providing replacements as needed. See Cable
Requirements in Table 2 at the end of this section of the proposal.)

Determination during site survey will be made as
to whether any phone equipment should be
replaced prior to activation the offender telephone
system.
If required, installation or replacement
will occur prior to circuit installation.
FSH has inmate instruments in-place, this phase will be minimal, if
required at all. Phone instruments, enclosures, backboards, and
wiring will be reviewed and replaced if necessary. All components
will be tested and replaced as required for reliable operation.

PP FSH G

Phase V

Perform all preliminary preparation tasks to
minimize complication at the time of cut-over:

PreInstallation
Preparation

• Extend analog lines (B1s) from demarcation point to phone
equipment room. (If this cannot be done prior to cut, leave
directions for doing so for installation team.)

Ÿ
Typically requires two

• Mark punch-down blocks and identify each pair by phone ID and
location. (Cross reference all phones by cable pair)

February 27, 2008

• Locate or provide marked, cable pairs

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(2) days per site

• Test and repair as necessary all phones, jacks, and toggle switches

PP FSH, VAC

• Install CAT cables from the phone equipment room to the proposed
workstation location and test.

G

• Measure cable from Main Distribution Frame (MDF) to existing
phone system and estimate distance from MDF to proposed
placement of system. If the existing cable will not be adequate,
prepare another for use during cut-over process.

• Prepare written documentation of above and leave a copy
on site for future reference by the facility, installation
team, and maintenance personnel.

Phase VI

Installation
and Cutover
Ÿ
PP FSH, VAC
G

System will be installed in the phone equipment
room. During this staging process, the system will
undergo a final, pre-cut test prior to connecting
any phones to the system.
• Disconnect phone wiring between the Main Distribution Frame and
the existing system for one block of phones.
• Each pair from that block is then punched down on the block
connecting the MDF to the new System.
• This process will continue in blocks of 24 phones until all phones
have been connected to the new System. Only 24 phones will be
interrupted at one time. Estimated interruption per phone group is
15 minutes or less.
• Installation personnel will work with each facility to schedule the
transfer at a time of minimal impact on inmate calling (i.e. lunch or
dinner).

Phase VII

Final Test
Ÿ
Typically requires two
(2 - 4) hours per site

Following conversion to the new system, an
extensive list of test calls and call attempts will be
placed by Installation personnel to ensure proper
configuration of the system.

PP FSH, VAC
G

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Phase VIII

Training
Ÿ
Typically requires one
(1) day per site

Inmate Communication Systems / Services

Hands-on training will be provided by the
Installation team during the cut-over process and
for one day following system activation.
Tutorial material will be provided for each site.

PP VAC
G

February 27, 2008

Additional training or refresher training may be conducted onsite or via remote methods as required by the site or
Headquarters. An extensive Help menu system is inherent to
the System, which provides step by step system functionality,
for power users or those who may require ongoing assistance.

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Table 1 – Site Survey
(Complete one form for each facility)
Shipping / Contact Information
Facility Name
Facility Physical Address
City, State, Zip Code
Facility Mailing Address (If Different)
City, State, Zip Code
Contact Name/Title
Telephone
Fax
E-Mail (If Available)
Average Inmate Population
Does Facility Have Multiple Buildings
With Inmate Phones?
If Yes, List Buildings And Distances.
Check For Spare Cable Between
Buildings.
Multiple Facility Project?
If Yes, How Many Facilities Total?
Existing System Information
Manufacturer/Model Of Existing
Platform
Workstation In Place? Quantity?
Number Of Inmate Phones In Place
Inmate Phone Manufacturer/Model
Are Pins Being Used?
Enclosure/Backboard Type
Exiting Conduit/Risers
Existing Toggle Switches (Cut-Offs)
Existing Lightning Protection
Existing Ac Outlets

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Existing Circuit Information
Number of Phone Lines in Place
Line Info: Loop/Ground TT/Rotary
Circuit ID
Local Carrier
Long Distance Carrier
PIC’d Carrier
Screening on Lines?
Modem Lines? (Qty. & Circuit Ids)
T-1? (Circuit ID)
7 or 10 digit local
New System Requirements
Inmate Phone Quantity & Location
(use floor plan or create diagram of
facility, existing phones and new
phones to be added)
PIN feature?
Specific Allowed Call List for each
PIN?
What is the desired limit of calls/day
per inmate?
What is the desired call duration limit
in minutes?
Are there any hours during which the
system should be “disabled” for inmate
calling?
Allow inmates to hear call progression
prior to acceptance?
Activate 3-way call detect?
If yes, disconnect, alarm, or detect?
Desired number of workstations and
locations
Desired quantity and location of cutoff switches
Desired quantity and location of TDDs

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Environmental Information
Identify location and size of equipment
room for VAC System platform. (floor
space, rack space)
Identify location and desk space for
proposed workstations
Verify electrical power source for
installation and operation
Verify environmental
operation

factors

Verify presence of staging
10’x10’ for installation.

for
area

Verify desired location for frame relay
CPE (CSU/DSU, router, modems)
Verify secured storage area for
equipment arrival prior to installation

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Table 2: Cable Requirements
From / To

Cable Type

Amount Required

Connector

System Ù MDF

24 gauge (25 pair)

1 pair per phone

Terminates on System
with Amphenol plug

MDF Ù IDF

24 gauge (50 pair,
underground)

1 pair per phone

Terminates on the MDF
& IDF with standard 66
blocks

IDF Ù Phones

24 gauge (4 pair)

1 pair per phone

Terminates on the
phone with RF-11 jacks

System Ù Workstation

CAT 5

2 pair per workstation

Terminates on the
Workstation with
Ethernet cable
connector

System Ù CSU/DSU

Ethernet Cable
10/100BaseTX

1 PER T-1

Terminates on the
System and the
CSU/DSU with an RJ48C connector

System Ù Router

Ethernet Cable

1 per T-1

Terminates on the
System and the router
with an RF-48C
connector

System Ù LEC Demarcation
Point

24 gauge (4 pair)

1 pair per B1

Terminates on LEC
Demarcation point with
RJ-11

Workstation Monitoring Phone
Ù System

24 gauge (4 pair)

1 pair per B1

Terminates on the
phone with RJ-11 jack

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OPERATING PLAN

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FSH realizes the importance of our employees adhering to rules and procedures regarding security when performing
telephone duties and/or delivering products to any correction facility. It is a standard FSH requirement to pass a
drug test and background check before being hired as an employee of either company. Also, the employees chosen
to work in a jail or prison environment are those that welcome the opportunity with no hesitation. In order to
assure the safety of the employee and the security of the facility, the following rules are covered with each new
employee before beginning their work duties inside a correction facility:
•

Do not attempt to make ANY conversation with inmates. Only say hello if spoken to and move on.

•

Never touch anything that is not yours or discuss your activity inside the facility with anyone.
Confidentiality is very important in maintaining the working relationship inside the facility.

•

Always wear the necessary ID when inside the facility.

•

Never leave tools and equipment unattended.

•

Use only the necessary and approved tools for your duties.

•

All tools and equipment must be kept with you at all times.

•

Never touch an inmate.

•

Never pass anything to or take anything from an inmate.

•

In case of a disturbance, obey the correction officer with no argument.

•

Take a tool inventory before entering a facility and do the same upon leaving. Leave nothing behind or out
of your site.

•

Follow any and all instructions given to you by a correction officer.

•

At times you may be asked to leave an area before you are finished, do so immediately. Follow the
instructions of the correction officers at all times.

•

Treat everyone with respect.

•

Follow all Correctional Facilities procedures for emergency evacuations and medical emergencies.

•

Under no circumstances are you permitted to leave any facility that you are working in with anything that is
not the property of you, or the company you are working for. Do not leave the facility with anything other
than what you went in with.

•

If removing packing material, or repair related debris, it must be disposed of on site immediately. Nothing
of this nature is to be taken back into the facility once taken outside for disposal.

•

All manufactured components are shipped to the facility and are available for inspection.

•

All equipment and components brought physically to the facility are available for inspection.

Please be assured that FSH understands the nature of the corrections environment and the security issues
involved. FSH requires its subcontractors to also implement and adhere to the security rules listed above. We
are committed to the security of the the City facilities we serve and take our responsibilities very seriously.

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FSH SAMPLE CONTRACT

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COmmunlcBtJO,nS

INMATE TELEPHONE SERVICE AGREEMENT
This Agreement is made and entered into by and between FSH Communications, LLC ("FSH"), a Delaware corporation,
("Space Provider') with a principal place of business at
, for the provision of pay telephones and/or
and
inmate telephone service
(Telephones) and ancillary inmate communications (equipment) as defined herein
("Agreement"). For purposes of clarity, both pay telephones and inmate telephones will be referred to as “Telephones” in
this Agreement.
NOW, THEREFORE, in consideration of the mutual covenants made herein, the parties agree as follows:
1.
TERM. This Agreement is effective on the latest signature date ("Effective Date"), and shall continue in effect for a
) years ("Initial Term") from the Effective Date. Upon completion of the Initial Term, this
period of
(
Agreement shall be automatically renewed for successive periods of one (1) year each under the same terms and
conditions, unless terminated by either party upon ninety (90) days advance written notice prior to the end of the Initial
term or the current renewal period.
2.
SCOPE OF AGREEMENT
2.1.
In consideration of compensation provided herein, Space Provider grants to FSH exclusive right to install and
maintain Telephones within its building or on its private property ("Location") during the term of this Agreement. FSH
reserves the right to establish rates for telephone services. This Agreement applies to all Telephone(s) currently installed
("existing") and to all future installations ("new').
2.2.
This Agreement includes all other premises, whether now existing (if a competing provider has a contract and
equipment at such premises, this clause applies at the earliest termination opportunity) or subsequently acquired, under
the control of Space Provider within FSH's service areas. Space Provider will advise FSH in writing, of newly opened,
acquired, or available premises, promptly, so FSH can evaluate installation of its Telephones at these premises.
2.3 In consideration of the compensation paid to Space Provider under this Agreement, Space Provider expressly
waives carrier selection rights, where applicable, and FSH expressly reserves the right to select and/or contract for the
local, intraLATA and interLATA carrier selections for the telephones subject to this Agreement and intended for placement
at Space Provider locations.

3.

RESPONSIBILITY OF FSH
FSH agrees to:
3.1.
Install Telephones at locations mutually agreed upon by both parties.
3.2.

Jointly determine with Space Provider the appropriate number of Telephones to be installed at each location.

3.3.

Service and repair Telephones provided by FSH, at FSH’s expense, except as otherwise agreed upon herein.

3.4.

Comply with the Americans with Disabilities Act (ADA) as it relates to the FSH -provided equipment.

4.

RESPONSIBILITY OF SPACE PROVIDER
Space Provider agrees to:
4.1.
Provide adequate space for Telephones and easy accessibility for use during the normal operating hours of Space
Provider. In the event Space Provider is not the owner of the premises, Space Provider shall, where necessary, obtain
permission from the building owner or owner’s agent for the placement of FSH's Telephones, and shall be responsible for
any fees for use of required riser cable and electric power.

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4.2.
Maintain the area around the Telephones and ensure safe and ready access to the users of the Telephones and
to FSH.
4.3.
Allow FSH access to perform maintenance during the established hours of accessibility jointly agreed to by Space
Provider and FSH, except when access must be denied to ensure the safety of FSH service personnel and/or to maintain
institutional control.
4.4. Space Provider agrees to allow FSH access to and use of house cable and inside wire at no cost, in order to install
and provide telephone service. Any new house cable or inside wire required during the contract term will be at the sole
expense of the Space Provider, unless otherwise negotiated with FSH. Light fiber is not defined as house cable or inside
wire. Any expense incurred as a result of the expected use of light fiber will be at the sole expense of the Space Provider
unless otherwise negotiated with FSH.
4.5. Any relocation, expansion, addition, or deletion of Telephones and equipment, for reasons other than safety,
resulting in extraordinary expense and expected to be paid for by FSH, must be agreed to by FSH in advance of the cost
being incurred or alternatively, the cost be paid by Space Provider.
4.6.

Exercise reasonable care to prevent the loss through theft and any damage to the Telephones from any source.

4.7.
Space Provider may, at its option, purchase and provide enclosures at their own expense for Telephones. In the
event Space Provider elects to provide enclosures, Space Provider shall be responsible for installation and maintenance
of said enclosures.
4.8. Space Provider warrants that it has the authority to enter into this Inmate Telephone Service Agreement with FSH.
Space Provider further warrants that the Telephones as mentioned in Schedule A, attached hereto and incorporated
herein by this reference, are on property owned by the Space Provider or if Space Provider is not the owner of the
premises, Space Provider has obtained permission from the building owner or owner's agent to enter into this Agreement.
5.
OWNERSHIP.
FSH is and shall remain the owner of the Telephones provided by FSH whether or not
physically attached to real estate.
6. FURTHER LOCATIONS AND TELEPHONES. The parties may add location(s) and Telephone(s) to this Agreement,
but additions will not be made without the express agreement of the parties. Additions may be evidenced by a written
memorandum between the parties, but FSH's business office records, unless clearly erroneous, will be binding on the
parties. Additions will not change the initial or any renewal terms or the expiration date of this Agreement.
7.
COMMISSION. FSH agrees to pay Space Provider a commission in accordance with Schedule B, attached hereto
and incorporated herein by this reference. Payment shall be in the form of commission checks made payable to Space
Provider.
8.
REMOVAL OF TELEPHONES. FSH reserves the right, at its sole discretion, to remove any or all Telephones, in
the event that placement at Space Provider location(s) is not economically viable. FSH shall provide Space Provider thirty
(30) days written notice of its election to remove any or all Telephones. If FSH removes Telephones under this
paragraph, Space Provider shall not be liable for termination charges for the Telephones removed. Space Provider shall
be entitled to receive any commissions earned before the FSH removal of such Telephones.
TERMINATION LIABILITY. If Telephones are removed by Space Provider, during the term of this Agreement,
9.
Space Provider shall be liable to FSH for a termination charge as set forth in Schedule C, attached hereto and
incorporated herein by this reference. This provision shall not apply to the temporary removal of Telephones by Space
Provider or upon Space Provider’s request, for space remodeling, construction work, or for safety reasons.
I0.
LIMITATION OF LIABILITY. In the event of a service interruption caused by FSH, FSH liability shall be limited to
the use of reasonable diligence under the circumstances, for restoration of service. IN NO EVENT SHALL EITHER
PARTY BE LIABLE TO THE OTHER FOR INCIDENTAL, SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES,

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INCLUDING LOST STATION REVENUES, LOSS OF PROFITS OR OTHER COMMERCIAL OR ECONOMIC LOSS
ARISING OUT OF THE PERFORMANCE OF THIS AGREEMENT, INCLUDING WITHOUT LIMITATION NEGLIGENT
PERFORMANCE OR FAILURE TO PERFORM, EXCEPT AS SET FORTH UNDER THE TERMINATION LIABILITY
PROVISION HEREIN.
11.
EXCUSED PERFORMANCE. Space Provider shall not be subject to Termination Liability if the cause of removal is
directly related to the cessation of Space Provider's business operations. Neither party shall be held liable for any delay or
failure in performance of any part of this Agreement caused by circumstances beyond the reasonable control of the party
affected, including, but not limited to, acts of the elements or natural disasters, strikes, power failures, civil or military
emergencies or acts of legislative, judicial or other civil authorities.
12.
DEFAULT. If either party fails to perform its obligations under this Agreement, failure shall constitute default and, in
such event, written notice shall be given to provide an opportunity to remedy such default. Should the defaulting party fail
to remedy such default within 10 days from date of such notice, the non-defaulting party shall have the right, in addition to
all other rights and remedies available at law or in equity, to terminate this Agreement in whole or in part.
13.
ADVERTISING/PUBLICITY. Space Provider may not make any disclosure to any other person or any public
announcement regarding this Agreement or any relation between FSH (and/or any of its affiliate's) names, marks, codes,
drawings, or specifications without FSH’s prior written consent, unless required by law.
FSH shall have the right to terminate this Agreement and any other agreements between the parties if Space Provider
violates this provision.
14. INSURANCE. At all times during the term of this Agreement, FSH and its subcontractors shall maintain in effect the
following types and amounts of Insurance:
i. Employers’ Liability Insurance - $5,000,000 per incident and $1,000,000 per person.
ii. Commercial General Liability Insurance with Bodily Injury Liability and Property
Damage Liability Combined Single Limit
- $5,000,000 per incident and
- $1,000,000 per person.
iii.

Commercial Automobile Liability as follows: Combined Bodily Injury and Property Damage Single Limit $5,000,000 combined single limit for each incident and $1,000,000 per person.

iv.

Workers’ Compensation – FSH shall comply with all Workers’ Compensation requirements in the states in
which FSH will provide services to Space Provider under this Agreement.

15.
INDEMNIFICATION. It is agreed by and between the parties that it is the responsibility of Space Provider to
maintain the area around the Telephones and to maintain enclosures if provided by Space Provider. Space Provider
specifically agrees to defend and indemnify FSH from any claims that may result from Space Providers failure to properly
maintain the area or enclosure except to the extent that such failure is due to the sole negligence or willful acts of FSH's
employees or agents. FSH agrees to defend and indemnify Space Provider from any claims that result from FSH 's
failure to properly maintain or service Telephones, except to the extent that such claim results from the sole negligence
or willful acts of Space Provider's employees or agents.

16.
NOTICES. Any notices or other communications to be given under this Agreement shall be sent to the following
persons:
FOR SPACE PROVIDER:

February 27, 2008

FOR FSH:

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Copy to: FSH Legal Department
Attn: Michael L. Johnson, Esq.
100 W. Monroe Suite 2101
Chicago, Ill. 60603

17.
REGULATORY. The parties acknowledge that underlying telecommunications services may be provided by
regulated telecommunications providers and, where applicable, provider tariffs, catalogs and price lists may apply.
18.
LAWFULNESS OF AGREEMENT. The parties acknowledge that this Agreement is subject to applicable federal,
state, and local laws, rules, regulations, court orders, and governmental agency orders governing the provision of inmate
telecommunications services.
19.
NONWAIVER. The failure of either party to enforce strict performance of any provision of this Agreement shall not
be construed as a waiver of its right to assert or rely upon such provision or any other provision of this Agreement.
20. GOVERNING LAW. This Agreement shall be interpreted, construed and enforced in all aspects in accordance with
the laws of the State in which the inmate telephone and public telephone service is provided.
SUCCESSORS AND ASSIGNS. This Agreement shall be fully binding upon, inure to the benefit of and be
21.
enforceable by each party, their successors and assigns. No assignment of any right or interest in this Agreement
(whether by contract, operation of law or otherwise) shall release or relieve either party of any of its obligations or
liabilities under this Agreement.
22. ASSIGNMENT. Neither party shall assign its rights nor delegate its duties under this Agreement without the prior
written consent of the other party; except, either party may assign this Agreement to a parent, subsidiary or affiliated
company by providing thirty (30) days written notice to the other party.
23. AMENDMENTS AND MODIFICATIONS. Amendments and modifications to this Agreement, except for additions or
deletions of Telephones as described above, must be in writing and signed by an authorized representative of each Party.
SEVERABILITY. In the event that a court, governmental agency, or regulatory body with proper jurisdiction
24.
determines that this Agreement or a provision of this Agreement is unlawful, this Agreement, or that provision of the
Agreement to the extent it is unlawful, shall terminate. If a provision of this Agreement is terminated but the parties can
legally, commercially and practicably continue without the terminated provision, the remainder of this Agreement shall
continue in effect.
25. ENTIRE AGREEMENT. This Agreement, including all schedules, amendments and exhibits, constitutes the entire
Agreement between the parties and supersedes all prior agreements and oral or written representations with respect to
the subject matter hereto.
Space Provider:

FSH Communications, LLC

Signature:

Signature:

Name Printed/Typed

Name Printed/Typed

Title

Title

Date

Date

Federal Tax ID Number

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SCHEDULE A
INMATE TELEPHONE LOCATIONS
FOR

Telephone Number

February 27, 2008

Address

City

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SCHEDULE B
COMMISSION SCHEDULE
FOR
FSH agrees to pay Space Provider compensation for Inmate Telephone Service based upon
(
%) percent of billed local and intraLATA collect call revenue as billed by FSH’s underlying telecommunications
providers, exclusive of calls where no billing and collection agreements exist.
InterLATA intrastate and Interstate calls will be contracted separately.
Commission Checks are to be mailed to the following address:

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SCHEDULE C
TERMINATION LIABILITY
FOR
TELEPHONE EQUIPMENT INVESTMENT: Termination liability applies to new Telephone installations only. This charge
does not apply to installed Telephones that are temporarily removed for purposes of construction, for safety reasons, or
due to closure of a facility. In the event of removal of Telephones for reasons other than for the reasons stated above, the
termination charge shall be $318.45 (three hundred and eighteen dollars and forty-five cents) for each new inmate
telephone, reduced by $5.21__ for each month the inmate telephone is in service after the installation date. Termination
charges may also apply for the unamortized associated expenses of the ancillary equipment installed on premises that
are used to support the functions of the Telephones.

Net Unamortized Capitol:

$173.69 / Set

Installation Cost:

$144.76 / Set

Removal Cost:

$

N/A / Set

$318.45 / Set

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EQUIPMENT BROCHURES

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FSH Public Access Solutions
Your Preferred Payphone Provider

Classic Payphone
At the core of our Paid Access strategy is
the FSH Classic payphone. The Classic has
been a consistent performer over the years,
providing quality pay per use phone service
to the public on the go. It is the most widely
deployed public telephone, and offers touchtone dialing and a volume control button for
noisy
or
congested
areas.
Sturdy
construction provides years of reliable
service.

Advanced Payphone
The Advanced Payphone, or APS phone, is the most
technologically advanced public telephone.
It is
designed to work with coins, magnetic-stripe credit
cards, and calling cards. The APS phone is designed
to fix itself, or notify the service center when there is a
problem, resulting in less downtime. Audio prompts
and the illuminated LED display guide callers through
any call with ease. In addition, the APS phone has 5
Quick Access Buttons that dial directly to a special
service provider.

DataStop®
This fully functional Advanced
Payphone has a built-in dataport
which allows laptop computers to
transfer information, send faxes,
or connect to networks easily and
conveniently.

Inmate Telephone

Enclosures

In the security conscious environment of a
correctional facility, the integrity of inmate
telephones should never be an issue. FSH’s
Inmate Coinless Telephone and support
services actually enhance your control.
Sturdy construction, fraud detection, call
blocking, PIN controls, and call monitoring
features prevent inmates from abusing
calling privileges.

FSH maintains a wide variety of telephone
enclosures from functional yet attractive
indoor units, to sturdy and durable outdoor
enclosures. Your FSH representative will
suggest an enclosure that’s perfect for
your establishment.

Who To Call
Customer Service toll-free number:
1-800-477-7211
Repair & Maintenance toll-free number:
1-800-234-4041

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ONE
TELEPH
HONE
INMATE TELEP

Secure Privilege
In the security conscious environment of a correctional facility, the integrity of
your inmate telephones should never be an issue. FSH’s Inmate Coinless
Telephone and support services can actually enhance your control. Its tough,
all weather, tamper-resistant exterior, armored cord and sturdy polycarbonate
handset stand up to abuse. Services like fraud detection, call blocking, PIN
controls, and call monitoring features prevent inmates from abusing their
calling privileges. Make FSH’s Inmate Coinless Telephone your choice for
reliable communications that strengthen your authority.

Dimensions
The Inmate Coinless Telephone has physical
dimensions of:
Height: 14.25 inches
Depth: 6.25 inches
Width: 7.8 inches
Weight: 28 1/4 lbs.
The armored handset cord comes in three standard
lengths:
14”, 20”, or 32” polycord internal lanyard

Power & Electrical
The Inmate Coinless Telephone does not require a
dedicated AC power source. It is UL approved and FCC
registered.

Mounting Options
The Inmate Telephone fits a variety of enclosures, or
mounts directly and securely to any wall. A FSH
representative will help determine the optimum
mounting solution for your facility.

Security
The Inmate Coinless Telephone gives you
unprecedented control over security and inmate calling
privileges when used in conjunction with Inmate Call
Control Systems.
Call Detail Records provide detailed accounts of activity
including date and time of call, number reached, and
duration. You can also assign PIN numbers, monitor or
tape calls, and deactivate phone service at your
discretion.

Maintenance & Upkeep

System Design
FSH Inmate phone systems can be programmed to
block up to 800,000 specific 11-digit numbers, as well
as entire dialing classes (I.e. international dialing,
information, toll-free calling, etc.). The system can
detect and record three-way calling attempts, resulting
in immediate termination of calls. Plus, the system’s
automated operator cannot be manipulated.
The Inmate Telephone handset is hearing aid
compatible, and the phone contains a button to boost
volume output.

The Inmate Coinless Telephone is durably constructed of
heavy gauge steel, and topped with a graffiti and scratch
resistant finish. The sturdy polycarbonate handset, armored
handset cord, and polycord lanyard stand up to the wear
and tear of busy correctional facilities. FSH will visit
regularly to perform maintenance and upkeep.

Who To Call
Customer Service toll-free number:
Repair & Maintenance toll-free number:

1-800-477-7211
1-800-234-4041

©2005 FSH Communications LLC. All rights reserved.

COITIITIUnlcat,ons
communIcatIons
CO~~UlJlcatlons

February 27, 2008

FSH:
FSIi:

commUnications
commUnicatIons

Page 51 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

ONE
PAYPH
HONE
CLASSIC PAYP

Classic Reliability
The Classic Payphone is the most widely deployed public telephone. It offers
touch-tone dialing, a volume control button for noisy or congested areas, and
an easy-to-follow instruction card. The handset is made of hardened plastic to
resist breakage, and is attached to the base with a flexible steel cord. The
base is anodized steel and chrome for an attractive look that offers rugged
durability. Large FSH branding promotes visibility and the availability of
crystal-clear telecommunications through FSH’s high quality network. Your
patrons will appreciate the quality, and you’ll enjoy the positive benefits of
being a FSH site provider.
Dimensions
The Classic Payphone mounts in all FSH standandard
enclosures and has physical dimensions of:
Height: 21.2 inches
Depth: 6.25 inches
Width: 7.8 inches
Weight: 44 lbs.

Payment Options
The Classic Payphone is designed to work with U.S.
coins and dial-in calling cards and credit cards. Calls
can also be made using the standard options of toll-free
and collect.

System Design
Upgraded with all the latest electronic components, the
Classic Payphone is designed for lasting functionality,
even in the toughest environments. Advanced features
include: electronic dial and switch assembly for longer
and more reliable service; electronic coin validator to
better handle coins, slugs, dirt and grime; reduced noise
handset; and a loud button to adjust handset volume
and reduce sidetone noise.

Maintenance & Upkeep
The Classic Payphone is durably constructed with an
anodized steel and chrome housing with six locking
points on the door. The stainless steel handset cord
surpasses industry standards on tension strength to
deter vandalism. The Classic Payphone can be cleaned
with standard household cleaning agents, and/or alcohol
for ink stains. At no time should the phone be spray
washed, or power washed with excessive amounts of
water. Contact with water will damage the internal
components of the phone. FSH will visit regularly to
perform maintenance, collection and upkeep.

Who To Call
Customer Service toll-free number:
1-800-477-7211
Repair & Maintenance toll-free number:
1-800-234-4041

©2005 FSH Communications LLC. All rights reserved.

commUlJlcatlons
COID~Ulllcatlons
communIcatIons

February 27, 2008

FSH:
FSIi:

commUnications
commUnicatIons

Page 52 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

INMATE TELEPHONE
INMATE

Secure Privilege
In the security conscious environment of a correctional facility, the integrity of
your inmate telephones should never be an issue. FSH’s Inmate Coinless
Telephone and support services can actually enhance your control. Its tough,
all weather, tamper-resistant exterior, armored cord and sturdy polycarbonate
handset stand up to abuse. Services like fraud detection, call blocking, PIN
controls, and call monitoring features prevent inmates from abusing their
calling privileges. Make FSH’s Inmate Coinless Telephone your choice for
reliable communications that strengthen your authority.

Dimensions
The Inmate Coinless Telephone has physical
dimensions of:
Height: 21 inches
Depth: 4 inches
Width: 7.5 inches
Weight: 13 lbs.
The armored handset cord comes in three standard
lengths:
14”, 20” or 32” polycord internal lanyard

Power & Electrical
The Inmate Coinless Telephone does not require a
dedicated AC power source. It is UL approved and FCC
registered.

Mounting Options
The Inmate Telephone fits a variety of enclosures, or
mounts directly and securely to any wall. A FSH
representative will help determine the optimum
mounting solution for your facility.

Security
The Inmate Coinless Telephone gives you
unprecedented control over security and inmate calling
privileges when used in conjunction with Inmate Call
Control Systems.
Call Detail Records provide detailed accounts of activity
including date and time of call, number reached, and
duration. You can also assign PIN numbers, monitor or
tape calls, and deactivate phone service at your
discretion.

Maintenance & Upkeep

System Design
FSH Inmate phone systems can be programmed to
block up to 800,000 specific 11-digit numbers, as well
as entire dialing classes (I.e. international dialing,
information, toll-free calling, etc.). The system can
detect and record three-way calling attempts, resulting
in immediate termination of calls. Plus, the system’s
automated operator cannot be manipulated.
The Inmate Telephone handset is hearing aid
compatible, and the phone contains an optional loud
button to boost volume output.

The Inmate Coinless Telephone is durably constructed of
heavy gauge steel, and topped with a graffiti and scratch
resistant finish. The sturdy polycarbonate handset, armored
handset cord, and polycord lanyard stand up to the wear
and tear of busy correctional facilities. FSH will visit
regularly to perform maintenance and upkeep.

Who To Call
Customer Service toll-free number:
Repair & Maintenance toll-free number:

1-800-477-7211
1-800-234-4041

©2005 FSH Communications LLC. All rights reserved.

COIFJIDUIJ,cat,ons
COID.~UlJlcatlons
communIcatIons
February 27, 2008

FSH:
FSIi:

commUnications
commUnicatIons

Page 53 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

SUPERPRINTTM
Printing Text Telephone

-----------.....

Portable printing TTY with memory
So you'll remember every word.

nv

This easy·lo.use.
easy-to-use, printing
TIY is rugged,
prioHng TIV
rugged.
reliable,
packed with features for you.
reliable. and p,aded
Vou'll
love the easy.tOIXh
easy-touch keybo.ltd
keyboard and
You'll 1000e
the 8k
Bk memory
with 9
lhe
rnffiloty wilh
'} message
rr>e55<lge buffers
bu/k'r5
lets you save and send messages.
rness.Jges.
that leis
Superprint
includes the TOO Announcer,
Supe'll"inl includ5
whiCh
that
Ihat alens
alerts hearing people
which is a voice lhat
to your calls. The Superp<inl
Superprint 400 also
10
includes auto-answer
aulo-<lnSWer and remote message
mes$ilge
retrieval so you can call in and read yOUf
your
retneval
TTY
tone dialing is alloO
TIY messages.
messages. Touch ror.e
also
Superprint 400.
400, making
featured in the Superp,inl
memory dialing efficient
effiCient and conventent.
convenient.
The battenes
batteries are uS(>r-leplaceable.
user-replaceable.
Superprint
Superprintso you'll remember every word.
Superprinl -- SO

•

•
•

•
•
•
•
•
•
•
•
•

24-chardCter printer
piLote,
24-character
TOO Annouoce.'"
Announcer'" (built-in
(buill·in voice)
voicel
8k memory and 9 mesSoiIge
buflers
message buffer
buffers 10
to
ave and \oeM
send ~"'g('S
messages
save
Easy-touch, 4·,ow
4-row keyboard
hsy·tov<;h,
Bright, 20<haracter
di
play
20-character dIsplay
display
Brillhl,
Re<:!larlleable
Rechargeable batle,ies
batteries
Ha,d CO...er
cover for travel
Hard
Auto-answer (Superprint
(Superprinl 400)
4001
AUlD-answer
AUlo-answer
Remole message retrieval
rerrie\'~IISI.Iperprinr
Remote
(Superprint 4(0)
400)
Tone and pulse
pulr.e diaHng
dialing ISupefprrnr
(Superprint 400)
ISuperprint
One year
warranry
yyea'
ar wa,,~nry
warranty
Options ir>clude
include ASCII code, he~V)'
heavy duty
dUly
batteries, carrying case,
batte"es.
car.e. dust cover and
extended w~rranry.
warranty.
extendt.-d

EUltratec
~Ultratec

"'.
4194
4/94

February 27, 2008

Features

FSH:
FSIi:

COmmUniCations
COmmUniCatIons

Page 55 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

SUPERPRI
SUPERPRINTTM
NTTM
Features

Printing

Text Telephone

Handset roupl..
couplet
coupler
H.nd",'
Announcer™
TOO Announce:r™
Announce:r fM
Paper
P~per (OmpartRlCf'l1
(ompartment
compartment

__

else
Ctlse cover

Primer switch - ------_
-

Big leatures
features in a printing ny.
TIY.
TTY. That's the
Superprinl.
Superprint. EveI)'
Every Superprint comes wilh
with
a 4-row keyboard lor
for easy typing. The 8k
Bk
memory with 9 message
lets
memol)'
messag buffers let
messages.
you save
ave and send
end mes
age . The
TDD Announcer is a voice that alerts
TOO
hearing people to your calls. And the
bright,
bright. 20-character
2O-character display, user-replaceable batteries, AC
C adapter and hard,
snap-on carl)'ing
carrying case give you all the
snalHln
features you need lor
for convenient TIY
TTY
leatures
use.
The Superprint 100 comes with a printer
port lor
for hook-up to
10 your external printer.
pon

Prinler
Primer modlJ
module
(slides out)
Prlnlcr
I~ hhdcs
ouU

20<haracter display

Signal
Igo.11 Ilgh'
IIgh1
light - - - - - - - - - - ,
'Rn.1
Power
POWf>r
Powe'

------'==
------===

ligh1 ------=~=
light

------------

.--.-,-.--·.-,--·-.--.-0. - "." ...
.--,-,-_--·.-.--·-.--"~O­
;
'}

....
c i• . l, t U
• IJ' O
,
0"
...
_
.
._
._
OW
,
o.~.rtu'o

,.
"
,.

43-key.
43·key,
4·row
4~row keyboard
U-k • 4-row
k"l'board

..
_
..

•S
..

z

Z

~

0"' .
.

•

!l
~

ccC

O·
...
·.
O'
011'
oJ
O·"
"
.J
J

".....,

•••

Specifications

__
_

""'iiilili......---"'ii'!!!!::--------

Physical
Ph
Dimensions

Memory
Uk
non-voliitile
non-volatile
r'ncmul). nQn·vol.lll!f'
6k memory,
9
9 rTleSSil:G(!'
message buUers
buffE'r
buf(pr~ [0
to ')o.1\'1;."
save
il"'~ & send ~,'g(!'~
messages
mess,lge
StOte<;
Stor
up '0
to 26 dificrcnt
dificrcnl
numbers
101 'i lip
difiereol phone
I)hone numh€>r~
fOr(-s TIY
5tafCi
TTY conversalions
conversations
SIO~
con\,lI!'rSCItfan"
SlaTes
Slates
rores dnd
and ....ends
ot(>nd~
ends personal
peroionill auto-answer
auto-answel
i!L1lo-.IInS\l.f.l'1 messages
rn
mes.{jOJg~
SSJges
Repru'\t
Reprint
resend~ m
messages
)dg~
Rep"nl I~senth
resend!lo
Memory
function..: ln~n.
In'iert.
delete.
dear
\emOry edit lunchon'§,;
functions:
Inserl. dele1t'.
delele. clear

in printer iis your choice, then you'll
want the Superprint 200.

Power
rechtJrgl'ablc batterle'§,
((, sill?
NiCad
tCtd re(hargeable
rtX:h<Jrgt'ablc
banenes l6
(6
"lIe
17e AA)
M)
Adapter fch.lrgerl:
(charger); 9 VDC,
mol
ma
C Adapte,
A.dCIpter
DC. 650 rna
Ad<lplt>r filS
inside
the case
AC Adapler
A.d.lpl("T
tits Inside
msuie «he
CdSI'
UUC,A
li'l<d
UUCSA li"ed
UI1CSA"
,ed
Optional
heavy
he.wy duty NiCad
iead
ICad
O"'Clnal !le,j'tvy
rechargeable
battenes 3vJilable
availClble
,echafKc-able baltetles
OOIlet'te"§,
ih'Jtbble

tn

Keyboard
4-row
keyboard
4-,ow k"l'boartl

-13
·H
ea
eas)'·touch
r-touch
~J eas)
-Iouch keys
l..eyS
Typewrher-style
Typewrller·style
layoul
T.,·~rlt{V.~yle layout
lavoui
sped,1 (unction
speci"l
funclion
13 5Jx!oal
function keys
kcv!-

Display
Dis
la
Bright,
(hight, 2kharacter
20-character dl(rl.1y
di$play
di$pll'lY
BIl~ht.
Blue/greerl \,ol(l,lUm
\r,)cuum f1uorescenl
fluorescenl
\'Jcuum
BlUe/Breen
iIVOlCS(~ru
Chardcter
Chtu<tcter
height 0.25·
0.25" tbmml
t6mml
16mm)
Chdl!Jt"ler heigh!

Te/ecommunications
Telecommunications
TOO Announcer
Announcu (voice)
t\'OI{@)
BaudO! rnv
(TTY standard)
t.llldardJ code (4'.5
(45.5
(45,5 baudl
baud)
Baudot
B.ud",
"ndard)
lnlerndllonal
Inlerndlional cooe
code
Inlernoluon.11
cod@' l(50
so baud)
b,,)ud.
FCC .!>P'ollt!d
approved
HlghINormal
Control (E.A.R..
Hlgh/Norm;)1
IM I
ttl8
O"Fnal Sensitivity
ScnSlll\Flty Conllol
!(.A,R.S.1"'1

'§.Coo

Printer Module
24<hafolcter
24<h~rJcter
printer
24-(hJ.facttr prinler
pllnl~
Inserts lnto
unit without
tools
Insert>
into unil
ln~rt~
wilhou, lools
tooh,
Prime,I speed:
Printe,
0,8 lines per
Print
~: 0.8
J)C'r second
20·charader
primer
available
20-<:h ri)(I(.·r printer
prrnler .wailJble
'''Iall~'ble
1/4"
(S6mml ....
wide
2 114"
(58mmJ
pa~r
papc,
1/4· 158mm)
lde paper
PriOIS
PrinlS In
In upperltower
upperllower
case
PrlOr~
uJJperllo~ . . cr use
C.lSC
Word wl<Iplhyphen.luon
wraplhyphenallon

Auto-answer (Superprint
(Su er rint 400)
Automatically
Automaticall answers
calls Wllh
With
with your personal
AUfomillJcally
oln~wcfS CJlls
autO-ilnswer
,1u[ChlnSwC'r
ilutO-:'lnSwer mL'"Ssage
message
ml"SSit
Changeable
message
meSSilgeC'
Chdngeablc answer tne)~
Dired Connect.
Connecl.I, k("yboord
keyboard dialing
Ollect
(Qnne
dmliog
Memory dialing
(up 10
to 26 dlfier.;:nl
difierent
did-ling luP
dllier nt phone
phon~
numbers
numbers·-• tone and
,)tdsel
plJlse)
number'§,
. md pulsel
Remote mess.J~
messagl'
mess.1ge relrieval
retrieval
RemelE'

Optional ASCII (Computer) Code
Allows communicafion
communications With
with computers
compute~ and ASCII TTYs
nvs
ASCllffTY
ASCllrtTY character
charJeter set
sct
110 and
on<! 300 Baud
Answer/Originale
AnswetlOriginale
FuIVHal(
full/Half duplex
AUlomatic
Automatic cooe
code deleetion
delee1ion On
on incoming calls

SUPERPRINT options include:
SVPERPRINT
•
•
•
•
•

_.
/'''ra.''ac
=,U'IJ
1'''~''LlC
IL
U'l,
alt

-

-

Carrying handle
CU'I',ng
hondl.
Carrym

Size: 12.5" x
:\ 9" lI:),. 3"
)"

If a rugged,
II
rugged. dependable TTY
TIY
ny with a built-

Superprint is distributed by:

__

AC charger/adapler
charger/adapter
Charger/adapter

Weigh!:
W~i&ht: 4.75 Ibs.
Ibs, (2.2kg) with banedes
batteries

With Superprint you get the features
you want. You can add ASCII code to
Superprint nYs
TTYs are buill
built to
any unit. Superprinl
last, year after
bestt
alter year, bringing you the be
portable, printing communications.
in portable.

l
L
l '''

Large
large space
sp,lCe bar

(J
(317mm
17mm x 228.6mm
228.omm )(x 76.2mm)
76.2mml

The Superprint 400 is lor
for you il
if you want
TTY with auto-answer and
a printing TIY
remote message retrieval. While you're
away, the
Ihe Superprint 400 answers your
takes nY
messages
for you.
TTY me
sages lor
you_
phone and take
You can also call-in and read your autoanswer messages with remote message
Superprint 400 also
retrieval. Superprinl
al 0 connects
connect
10 your phone, has keyboard
directly to
memory dialing (tone/pulse), and
dialing, rnemol)'
a built-in printer.

IC'I
IC
OIl'

.
'.
,.
,.
,...
,
"

ASCII code
Heavy duty batteries
Carrying case
Dust cover
Extended warranty

450
Onve
4SO S«ence
x"""<
0"..
Madison, "'\'1
WI S1711
53711
M.kIIl()n.
(&08) 238·5400
oicefTTY)
160811J8-SoIOOIVOO«IfT'II

February 27, 2008

FSH:
FSH=

communications
COmmUniCatIons
commUnications

Page 56 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Inmate Message Form
1 2
2 3
3
1

:--

5

6

:
..

._---"

4

..

7

8
8 9
9 00

[.:]888860B80
[J88H86RBRD
.:JSaH8BDBRD

Sample

:

:

• ____ 0

..

• ____ 0

._--

• ____ 0

--_ .

._--_.

...

.._-_--

..
._---"

Inmate Number

:--

:: ~:: j

..
'-

.

...

._--

..

._--.,
--_ .

._--_ .
._--

--_.

Contact Account Number

Write Message Here:

Signature

U

February 27, 2008

FSH:
FSIi:
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commUnications
commUnicatIons

Page 62 of 63

State Of Utah Request For Proposals

Inmate Communication Systems / Services

Electronic Message Exchange

To:
The purpose of this letter is to advise you that the
____________
(Institution Name) has decided to conduct a test to evaluate a new method for written
communications called Electronic Message Exchange at this facility. The purpose of this effort is
to provide fast, reliable and cost effective written communications between you and me. I have
decided to participate in this evaluation and I want you to register as a participant with me. During
this evaluation period we will be able to communicate in writing at no cost to either of us.
To register as a participant, please do the following:
• You will need computer access to the internet.
• You can do this from home (if available), or work, or school, or at a friends/relatives, at
the public library or at Church.
• You will need to open the internet and in the address bar type in the following:
http://www.inmatemail.com
• Click on the sign up button and follow the instructions to create an account and choose
me as a contact.
• In the contact fields type in the following info about me: (be sure all info is accurate).
o Contact Name ____________________________________________
o Contact ID
____________________________________________
o Contact Institution ________________________________________
o Contact Living Unit _______________________________________
• You will be asked for payment information but you will not be charged for this
test/evaluation period.
After this evaluation period of approximately 1 month from ___________________ to
__________________ the Institution will make a decision as to the continuation of Electronic
Messaging or not. If the program is continued, we can decide if we want to continue as
participants or not. If we choose to continue, you will pay a nominal monthly fee which covers
both you and me. I will not be charged a monthly fee. After I notify you that the program is
continuing, you can find payment instructions from the Inmatemail.com website.
Please register as a participant as soon as possible.
Signed _________________________________________________

February 27, 2008

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commUnications
communlcstlOns

Page 63 of 63