Prison Phone Justice

Before The
FEDERAL COMMUNICATIONS COMMISSION
Washington, D.C. 20554
In the Matter of:
Rates For Interstate Inmate
Calling Services

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WC Docket No. 12-375

OPPOSITION TO PETITION FOR STAY
OF REPORT AND ORDER PENDING APPEAL
Martha Wright, Dorothy Wade, Annette Wade, Ethel Peoples, Mattie Lucas, Laurie
Nelson, Winston Bliss, Sheila Taylor, Gaffney & Schember, M. Elizabeth Kent, Katharine Goray,
Ulandis Forte, Charles Wade, Earl Peoples, Darrell Nelson, Melvin Taylor, Jackie Lucas, Peter
Bliss, David Hernandez, Lisa Hernandez, Vendella F. Oura, along with The D.C. Prisoners’ Legal
Services Project, Inc., Citizens United for Rehabilitation of Errants, the Prison Policy Initiative,
and The Campaign for Prison Phone Justice (jointly, the “Petitioners”) hereby submit this
Opposition to the Petition For Stay of Report and Order Pending Appeal, filed by Securus
Technologies, Inc. (the “Petition”). 1
The Petition requests that the FCC stay the effectiveness of the Report and Order,
adopted on August 9, 2013, and released on September 26, 2013, in the above-captioned
proceeding. 2 The Petition requests that the FCC delay implementing the rules adopted in the
Petition “pending review.” 3 The Petition expresses its confidence that R&O “is likely to be

The Petition was filed on October 22, 2013. Pursuant to Section 1.45(d) of the FCC’s
rules, this Opposition is filed within 7 days of the submission. See 47 C.F.R. § 1.45(d)
(2013)(“Oppositions to a request for stay of any order or to a request for other temporary relief
shall be filed within 7 days after the request is filed. Replies to oppositions should not be filed
and will not be considered.”) (emphasis added).
1

Rates for Interstate Inmate Calling Services, Report and Order and Further Notice of
Proposed Rulemaking, FCC 13-113, rel. Sept. 26, 2013 (2013)(the “R&O”). As discussed in more
detail infra, the FNPRM has yet to be published in the Federal Register.
2

3

Petition, pg. 1.

1

overturned”, and therefore the FCC should maintain the status quo until a court of appeals
grants the appeal. 4 As discussed herein, the Petition must be dismissed.
First, the Petition is premature. As of the submission of this Opposition, the R&O has
yet to be published in the Federal Register. As such, the applicable window for submitting an
appeal has yet to occur. Therefore, a request for immediate action by the FCC is untimely.
Moreover, the Petition fails to satisfy the four-part test for granting a Petition for Stay.5
First, the Petition is incorrect that an appeal is likely to be successful. Instead, all parties to the
proceeding were on notice that the FCC was considering the adoption of price caps, and the
importance of reviewing actual cost data from the ICS providers was highlighted by repeated
efforts by the FCC to obtain this information. 6 In fact, these specific issues were the subject of
numerous studies by the parties in the proceeding since at least 2007. Thus, it is simply not
correct that ICS providers had no notice that the FCC would adopt rules imposing price caps on
ICS interstate rates, or that the FCC would look at the cost of providing the service as a baseline
for determine the parameters of a just and reasonable rate.
Additionally, the Petitioners provided examples of existing contracts between ICS
providers and correctional authorities demonstrating that regulatory changes such as those
adopted in the R&O were specifically contemplated by the parties, and that providing notice of
the revised ICS rates would impose a minor administrative burden. 7 For those agreements that
do not specify the ICS rates charged to customers, no future notice would be necessary. 8

4

Id., pg. 4.

See Virginia Petroleum Jobbers Association, 259 F.2d 921 (D.C. Cir. 1958). The fourpart test requires that a petitioner show(1) it is likely to prevail on the merits; (2) it will suffer
irreparable harm absent the grant of preliminary relief; (3) other interested parties will not be
harmed if the stay is granted: and (4) the public interest would favor grant of the stay.
5

Petitioners Reply Comments, pg. 8 (listing specific requests for data in Notice of
Proposed Rulemaking). See also R&O, ¶ 59, nt. 222.
6

7

See Petitioners Ex Parte Submission, filed August 2, 2013.

The Petitioners addressed the inapplicability of the Sierra-Mobile standard in its Reply
Comments. See Reply Comments of Petitioners, pgs. 14-16.

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The Petition is also incorrect that the FCC exceeded its authority in adopting the R&O.
Nothing in the R&O prohibited ICS providers from sharing revenue with correctional facilities.
In fact, the R&O specifically stated that it would not eliminate commissions. 9 While the Petition
claims that ancillary fees are just financial transactions and concludes that the FCC does not
have any authority to regulate such fees, it is clear that these “financial transactions” are solely
related to the provision of telecommunications services and, therefore, fall under the FCC’s
statutory authority to regulate “[a]ll charges, practices, classifications, and regulations.” 10
Finally, the Petition fails to substantiate a claim that an appeal will be successful based
on below-cost rates. The FCC based its decision on information submitted into the record by
those that chose to participate. Unfortunately, many of the ICS providers flatly refused to
provide detailed cost data, instead relying on general statements of their expenses without
providing the supporting information. The information already in the record, and that which
was submitted after the release of the December 2012 Notice of Proposed Rulemaking, showed a
significant decline in the cost of providing ICS services. To the extent that any ICS provider now
claims that the FCC established a below-cost price cap, one must focus solely on the
unwillingness of the ICS providers to fully participate in the rulemaking proceeding.
The Petition also failed to provide evidence that ICS providers will suffer irreparable
harm. First, the Petition lacked sufficient evidence that any existing ICS contracts are in danger
of not being reformed to take into consideration the new price caps. Second, while the Petition
reiterates the argument that the price caps result in below-cost recovery by the ICS providers,
the Petition lacks any specific evidence to support this claim. Finally, the Petition argues that
R&O’s data collection requirements will result in irreparable harm. However, it is inconceivable
9
R&O, at ¶56 (“We say nothing in this Order about how correctional facilities spend their
funds or from where they derive.”).

47 U.S.C. §201(b) (2013). See also Tennis Channel, Inc. v. Comcast Cable
Communications, LLC, 27 FCC Rcd 9274, 9281 (2012) (“The Commission’s interpretation of a
statutory provision that Congress has assigned it to enforce is entitled to substantial judicial
deference.”), citing Kay v. FCC, 393 F.3d 1339 (D.C. Cir. 2005).

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that the ICS providers are incapable of immediately preparing reports reflecting “rates and
costs, minutes of use as well as average call duration”, and claims that companies might have to
hire up to 10 new employees are unsupported as well. 11 Simply put, other than a two-page
affidavit solidly packed only with generalizations, there is no concrete evidence that any
irreparable harm will occur absent the grant of the Petition. 12
Perhaps the most curious argument advanced in the Petition is that third parties will not
be harmed by the grant of the Petition. The record in this proceeding provided reams of
evidence of the significant and adverse effects caused the unjust, unreasonable and unfair rates
and fees charged by the ICS providers.

If the Petition is granted, third parties (i.e., the

customers) will continue to pay up excessive fees while an appeal is being briefed and argued
before a court. Moreover, since proceedings in the states are being asked to be held in abeyance
while the FCC resolves this matter, there is no certainty that state regulators will be able to step
in and provide relief if the Petition is granted. 13 As such, the illogical argument that third parties
will not be harmed by the grant of the Petition must be disregarded.
Finally, this proceeding demonstrated the overwhelmingly positive public interest
benefits from the adoption of the R&O, and that any delay in the effectiveness of the R&O would
be, in fact, be counter to the public interest. As discussed above, a delay in the effectiveness of
the R&O would delay relief to millions of ICS customers. 14 It was shown in this proceeding that
increased contact between inmates and their families and loved ones will reduce recidivism
rates, which will decrease the cost of incarceration. In fact, it was shown that just a 1% decrease

11

Petition, pg. 22.

See Connect America Fund, 27 FCC Rcd 7158, 7160 (2012)(“To warrant injunctive relief,
an injury must be ‘both certain and great; it must be actual and not theoretical. Petitioners must
provide ‘proof indicating that the [they allege] is certain to occur in the near future.’”). See also
Wisconsin Gas Co. v. FERC, 758 F.2d 669, 674 (D.C. Cir. 1985) (“Bare allegations of what is
likely to occur” are not sufficient.”).
12

13

See Exhibit A.

14

In fact, since August 9, 2013, Securus has increase many of its fees. See Exhibit B.
4

in the recidivism rate would result in savings of more than 250 million dollars for state, county
and local jurisdictions. 15
Moreover, the Petitioners provided statements from the ICS providers in response to a
Request for Proposal asserting that the reduction in rates would lead to increased call volume,
increased revenues for ICS providers, and, in turn, increased commissions paid to the
correctional facilities that receive commissions. 16 Thus, it is inconceivable that the same parties
that advocated low ICS rates to drive up revenue and commissions paid to the correctional
authorities, would now argue that low ICS rates will cause irreparable damage and not serve the
public interest. In the absence of any support for these arguments, the FCC must find that the
Petition failed to establish a public interest benefit for delaying the effectiveness of the lower
rates.
In summary, the prematurely-filed Petition (i) failed to establish that an appeal of the
Report and Order would be successful on the merits; (ii) failed to provide any solid evidence that
ICS providers will suffer irreparable harm; (iii) failed to show the lack of harm to third parties
(in fact, great harm be caused from a delay in the effectiveness of the lower ICS rates); and (iv)
failed to show any public interest benefit from granting a stay. The only support for any of the
allegations was a two-page affidavit that lacked any specific evidence, and provided only
generalizations where Virginia Jobbers requires evidence.
Therefore, the Petition for Stay must be denied. Further delay of this proceeding, after
more than decade of waiting for the FCC to act on the Wright Petition, will only serve to
perpetuate the great harm caused to millions of incarcerated persons and their families. Thus,
Petitioners oppose the Petition for Stay, and respectfully request that the FCC deny the request
as both premature, and legally unsustainable.

Petitioners Comments, dated March 25, 2013, pg. 36 (citing Declaration of Coleman
Bazelon, Ph.D).
15

16

Petitioners’ Ex Parte Submission, dated July 18, 2013 (attached hereto as Exhibit C).
5

Respectfully submitted,

By:

Lee G. Petro
DRINKER BIDDLE & REATH LLP
1500 K Street N.W.
Suite 1100
Washington, DC 20005-1209
(202) 230-5857 – Telephone
(202) 842-8465 – Telecopier
Lee.Petro@DBR.COM
Counsel to the Petitioners

October 29, 2013

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EXHIBIT A

Before the
COMMONWEALTH OF MASSACHUSETTS
DEPARTMENT OF TELECOMMUNICATIONS AND CABLE
Petition of Recipients of Collect Calls from
Prisoners at Correctional Institutions in
Massachusetts Seeking Relief from the
Unjust and Unreasonable Cost of such Calls

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D.T.C. 11-16

MOTION TO HOLD PROCEEDING IN ABEYANCE
Global Tel*Link Corporation (“GTL”), by its attorneys and pursuant to 220 C.M.R. §
1.04(5), respectfully moves the Massachusetts Department of Telecommunications and Cable
(“Department”) to hold this proceeding in abeyance pending resolution of similar matters before
the Federal Communications Commission (“FCC”). Specifically, GTL requests that the
Department stay the current filing deadlines and any further action on the appeal filed by
Petitioners as well as any further action on the Department’s planned investigation.1 In support
of this Motion, GTL states:
1.

On August 31, 2009, Prisoners’ Legal Services of Massachusetts (“PLS”) and

several “family members, loved ones, legal counsel, and others residing in Massachusetts who
receive and pay for telephone calls from prisoners” (collectively, “Petitioners”) filed a petition
seeking relief from what they claim are unjust and unreasonable rates for inmate calling service
(“ICS”) in Massachusetts (“Petition”). Petitioners amended their Petition on May 18, 2010 and
again on April 27, 2011. GTL and Securus Technologies, Inc. (“Securus”) (collectively,
“Respondents”) requested that the Department dismiss the Petition.
2.

On September 23, 2013, the Hearing Officer issued an Interlocutory Ruling2

1

Pursuant to the Hearing Officer’s October 16, 2013 ruling, responses to the appeal are now due by October
28, 2013. To date, no filing deadlines or other timelines have been established for the Department’s investigation.
2

D.T.C. 11-16, Petition of Recipients of Collect Calls from Prisoners at Correctional Institutions in
Massachusetts Seeking Relief from the Unjust and Unreasonable Cost of such Calls, Hearing Officer Interlocutory
Ruling (Sept. 23, 2013) (“Interlocutory Ruling”).

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opening an investigation into: the per-call surcharge assessed by ICS providers; the tariffed
service and other fees assessed by ICS providers; the telephone service quality provided by
Respondents, including the frequency of dropped calls and line noise; and Respondents’ billing
practices. The Interlocutory Ruling dismissed Petitioners’ request to investigate: the usage rate
component of the ICS rate-setting mechanism; the frequency and content of recorded warning
messages; and the availability and upkeep of telecommunications equipment at correctional
facilities.
3.

On September 26, 2013, the FCC issued a Report and Order and Further Notice of

Proposed Rulemaking (“FNPRM”) in its ongoing proceeding to review the reasonableness of
current ICS rates and the steps needed to ensure reasonable ICS rates going forward.3 The
decision was the result of the FCC’s 2002 request for comments on ICS rates, commissions, cost
and revenue data, and proposed methods to lower ICS rates, as well as a 2003 petition filed by
families of inmates asking the FCC to establish nationwide rate caps for ICS.4
4.

The Report and Order establishes interim rate caps and safe harbors for interstate

ICS rates and requires a mandatory data collection from ICS providers. The new rules adopted
by the Report and Order will be effective 90 days after the Report and Order is published in the
Federal Register.
5.

The FNPRM seeks additional data to allow the FCC to establish further and

permanent reforms for interstate ICS rates, as well as reforms for intrastate ICS rates. The FCC
finds in the FNPRM that “intrastate reform is necessary” and the FCC “has the authority to
3

WC Docket No. 12-375, Rates for Interstate Inmate Calling Services, Report and Order and Further Notice
of Proposed Rulemaking, FCC 13-113 (rel. Sept. 26, 2013) (“Order and FNPRM”).
4

Implementation of the Pay Telephone Reclassification and Compensation Provisions of the
Telecommunications Act of 1996, 17 FCC Rcd 3248 (2002); CC Docket No. 96-128, Petition for Rulemaking or, in
the Alternative, Petition to Address Referral Issues in a Pending Rulemaking, at 3 (filed Nov. 3, 2003); CC Docket
No. 96-128, Petitioners’ Alternative Rulemaking Proposal Regarding Issues Related to Inmate Calling Services
(filed Mar. 1, 2007).

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reform intrastate ICS rates.”5 In addition to addressing intrastate ICS rates, the FNPRM seeks
information on the adoption of unified interstate and intrastate ICS rates, ancillary charges,
quality of service issues, and billing issues. Comments on the FNPRM are due 30 days and 45
days after the FNPRM is published in the Federal Register.
6.

PLS was a participant in the FCC’s proceeding. It argued that FCC action was

needed to “provide national leadership for state regulatory agencies in Massachusetts,” “to
encourage states that have not yet acted, such as Massachusetts,” and to “establish guidance as
our state regulatory agency evaluates intrastate rates.”6 PLS requested that the FCC take action
on many of the same issues PLS has raised before the Department. In prior filings to the
Department and the FCC, PLS has emphasized that the FCC’s ultimate actions regarding ICS
rates and services are important and influential to the Department’s review of these same issues.7
7.

Petitioners’ recent appeal further supports holding this proceeding in abeyance

pending action by the FCC.8 Petitioners’ appeal is based on data submitted as part of the FCC’s
ongoing ICS rates proceeding, and they urge the Department to follow the lead of the FCC.
They note that the FCC is considering adopting a “flat, distance-insensitive ICS rate”9 and rely
on the FCC’s proposed action to support their position in this proceeding that the per-minute ICS

5

Order and FNPRM ¶ 129.

6

WC Docket No. 12-375, Comments of Prisoners Legal Services of Massachusetts, 1, 12, 19 (filed Mar. 25,
2013) (“PLS FCC Comments”).
7

See generally PLS FCC Comments; see also D.T.C. 11-16, Petition of Recipients of Collect Calls from
Prisoners at Correctional Institutions in Massachusetts Seeking Relief from the Unjust and Unreasonable Cost of
such Calls, Letter from Counsel for Petitioners (filed Apr. 26, 2013) (noting the “relevant findings” in the FCC’s
ICS proceeding).

8

D.T.C. 11-16, , Petition of Recipients of Collect Calls from Prisoners at Correctional Institutions in
Massachusetts Seeking Relief from the Unjust and Unreasonable Cost of such Calls, Petitioners’ Appeal (filed Oct.
16, 2013) (“Petitioners’ Appeal”).
9

Petitioners’ Appeal at 1.

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rates for Massachusetts should be revised.10 At the same time, the Petitioners concede that the
FCC is continuing to collect data in order to develop a permanent rate structure,11 but ask
Department to rely on the FCC’s analysis, which is still being formulated in the FNPRM.12
Thus, Petitioners’ recent appeal filing further demonstrates the interplay between the FCC’s
ongoing ICS proceeding and the issues set for investigation here.
8.

The Department, therefore, should hold the instant proceeding in abeyance,

including any filing deadlines or action associated with Petitioners’ appeal, pending the outcome
of the FCC’s ongoing review of ICS rates. The issues set for review in the FCC’s FNPRM are
the same issues raised by Petitioners and set for investigation by the Department in the
Interlocutory Ruling.
9.

As the Hearing Officer recognized in the Interlocutory Ruling, the Department

previously has “stayed proceedings pending the outcome of FCC proceedings when it would be
unreasonably onerous for the Department to issue a decision without preceding action by the”
FCC.13 In this case, the Department runs the risk of adopting rules governing ICS that
subsequently may be deemed inconsistent with the FCC’s determinations, which would require
the Department to conduct additional proceedings. This type of “administrative inefficiency
would not benefit the Department, the parties, or the public interest.”14

10

Petitioners’ Appeal at 4-5.

11

Petitioners’ Appeal at 7.

12

Petitioners’ Appeal at 8.

13

Interlocutory Ruling at 13 (citing D.T.E. 01-20, Investigation by the Dep’t of Telecomms. & Energy on its
own Motion into the Appropriate Pricing, based upon Total Element Long-Run Incremental Costs, for Unbundled
Network Elements & Combinations of Unbundled Network Elements, & the Appropriate Avoided Cost Discount for
Verizon New England, Inc. d/b/a Verizon Mass. Resale Servs. in the Commw. of Mass., Interlocutory Order on Part
B Motions (Apr. 4, 2001) (“01-20 Interlocutory Order”)).
14

01-20 Interlocutory Order at 8.

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10.

In addition, while the FCC’s Report and Order provides some indication of the

“general approach contemplated by the FCC,” the Department cannot be sure that the FCC will
not “alter that approach in its to-be-issued rules” or as the result of court proceedings in response
to the Report and Order.15 The Department previously has stayed proceedings in light of
possible action by the FCC or the courts that would affect the proceeding, and has let those
“[e]vents . . . inform [its] course of action.”16 It should do so here.
Accordingly, GTL respectfully moves the Department to hold the instant proceeding,
including the current filing deadlines and any further action on Petitioners’ appeal, in abeyance
pending the outcome of the FCC’s ongoing review of ICS rates.
Respectfully submitted,
GLOBAL TEL*LINK CORPORATION
/s/ Chérie R. Kiser
Dated: October 17, 2013

Chérie R. Kiser
Angela F. Collins
CAHILL GORDON & REINDEL LLP
1990 K Street, N.W., Suite 950
Washington, DC 20006
202-862-8900 (telephone)
ckiser@cahill.com
acollins@cahill.com
Its Attorneys

15

01-20 Interlocutory Order at 8.

16

D.T.E. 03-60, Proceeding by the Dep’t of Telecomms. and Energy on its own Motion to Implement the
Requirements of the Federal Comms. Comm’n Triennial Review Order Regarding Switching for Mass Market
Customers, Interlocutory Order on Motion to Stay of Verizon New England, Inc. d/b/a Verizon Massachusetts, 15,
17 (Apr. 4, 2004).

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CERTIFICATE OF SERVICE
I, Angela F. Collins, certify that on this 17th day of October 2013, I served a copy of the
foregoing Motion to Hold Proceeding in Abeyance on the following via the method indicated:
Catrice C. Williams, Secretary
Department of Telecommunications and Cable
1000 Washington Street, 8th Floor, Suite 820
Boston MA 02118-6500
Email: catrice.williams@state.ma.us
Email: efiling.dtc@state.ma.us
Via Federal Express and Electronic Mail
Kalun Lee
Hearing Officer
Department of Telecommunications and Cable
1000 Washington Street, 8th Floor, Suite 820
Boston MA 02118-6500
Email: kalun.lee@state.ma.us
Via Electronic Mail
Betsy Whittey
Hearing Officer
Department of Telecommunications and Cable
1000 Washington Street, 8th Floor, Suite 820
Boston MA 02118-6500
Email: betsy.whittey@state.ma.us
Via Electronic Mail
Paul Abbott
General Counsel
Department of Telecommunications and Cable
1000 Washington Street, 8th Floor, Suite 820
Boston MA 02118-6500
Email: paul.abbott@state.ma.us
Via Electronic Mail
Karlen Reed
Director, Competition Division
Department of Telecommunications and Cable
1000 Washington Street, 8th Floor, Suite 820
Boston MA 02118-6500
Email: karlen.reed@state.ma.us
Via Electronic Mail

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CERTIFICATE OF SERVICE
Ben Dobbs
Deputy Director, Competition Division
Department of Telecommunications and Cable
1000 Washington Street, 8th Floor, Suite 820
Boston MA 02118-6500
Email: benedict.dobbs@state.ma.us
Via Electronic Mail
Joseph Tiernan
Competition Division
Department of Telecommunications and Cable
1000 Washington Street, 8th Floor, Suite 820
Boston MA 02118-6500
Email: joseph.tiernan@state.ma.us
Via Electronic Mail
James Pingeon, Esq.
Leslie Walker, Esq.
Bonita Tenneriello, Esq.
Lizz Matos, Esq.
Prisoners’ Legal Services, Inc.
10 Winthrop Square, 3rd Floor
Boston, MA 02110
Email: jpingeon@plsma.org
Email: lwalker@plsma.org
Email: btenneriello@plsma.org
Email: lmatos@plsma.org
Via Electronic Mail
Patricia Garin, Esq.
Stern, Shapiro, Weisberg & Garin
90 Canal St., 5th Floor
Boston, MA 02114
Email: pgarin@sswg.com
Via Electronic Mail
Curtis Hopfinger
Director, Government and Regulatory Affairs
Securus Technologies, Inc.
14651 Dallas Parkway, 6th Floor
Dallas, Texas 75254
chopfinger@securustech.net
Via Electronic Mail

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CERTIFICATE OF SERVICE
Paul C. Besozzi
Counsel for Securus Technologies, Inc.
Patton Boggs LLP
2550 M Street NW
Washington D.C. 20037
Email: pbesozzi@pattonboggs.com
Via Electronic Mail
Ken Dawson
VP Contracts & Regulatory
Inmate Calling Solutions, LLC d/b/a ICSolutions
2200 Danbury Street
San Antonio, TX 78217
Email: kdawson@icsolutions.com
Via Electronic Mail

/s/ Angela F. Collins
Angela F. Collins

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EXHIBIT B
Red-Line Comparison of Terms and Conditions
between August 16, 2013, and October 29, 2013.

Sources:
August 16, 2013:
http://web.archive.org/web/20130816040043/https://securustech.net/web/securus/terms-andconditions
October 29, 2013:
https://securustech.net/web/securus/terms-and-conditions

Friends and Family Terms and Conditions
GENERAL TERMS AND CONDITIONS INCLUDING PRIVACY POLICY, PRODUCT
TERMS AND CONDITIONS, AND MOBILE TERMS AND CONDITIONS
•
•
•
•

General Terms and Conditions
Privacy Policy
Product Terms and Conditions
Mobile Terms and Conditions

The following General Terms and Conditions apply to all products and services provided by
Securus Technologies, Inc. ("Securus", "we", "our" and "us"). Securus, through our website and
otherwise, offers a wide variety of products and services to the correctional industry, including
inmates and their friends and families, and to law enforcement. The term "you" or "your"
includes anyone who uses or purchases the products or services that Securus offers.
YOU MUST READ THESE TERMS CAREFULLY. By accessing or using our website or
Securus products or services, or by purchasing Securus products or services, you agree to comply
with the terms and conditions set forth herein. Specific products and services available through
our website or otherwise have their own terms and conditions that apply to your purchase and
use thereof, including features, pricing and so forth. You agree to carefully and thoroughly
review our website and understand the terms and conditions regarding said products and
services, and you agree to be bound to commitments you make to Securus in exchange for your
use or purchase thereof.
By clicking accept, you confirm that you have read and understand these general terms and
conditions, including privacy policy, and that you accept, and agree to comply with, adhere to
and be bound by, said terms and conditions, including privacy policy.
1. AUTHORITY
When you provide information to us in connection with purchasing or using our products or
services, you agree to do so only under proper authority, including but not limited to your
agreement that credit card numbers you may provide us are ones for which you have proper
authority to incur charges. Our website is intended for use by adults.
2. CHANGES TO THE TERMS AND CONDITIONS OR TO OUR WEBSITE
In the absence of prior notification requirements, Securus may change or modify these terms, or
the terms of our unique products and services, from time-to-time without notice other than
posting the amended terms on our website. The amended terms will automatically be effective
when so posted, and your continued use of our website after any changes in these terms shall
constitute your consent to such changes. Securus reserves the right to change, modify or
discontinue, temporarily or permanently, our website (or any portion thereof), including any and

all content contained on our website, at any time without notice. You agree that Securus shall not
be liable to you or to any third party for any modification, suspension or discontinuance of our
website (or any portion thereof).
3. REGISTRATION, PASSWORD AND SECURITY
Whenever you provide us information on our website, you agree to: (a) provide true, accurate,
current and complete information and (b) as necessary, maintain and promptly update such
information to keep it true, accurate, current and complete. If you provide any information that
is, or that we have reasonable grounds to suspect is, untrue, inaccurate, not current or incomplete,
Securus may without notice suspend or terminate your access to our products or services or our
website and refuse any and all current or future use of our products or services or our website (or
any portion thereof).
If any portion of our website requires you to register or open an account you may also be asked
to choose a password and a user name. Please select a password that would not be obvious to
someone trying to guess your password, and change it regularly as an added precaution. You are
responsible for maintaining the confidentiality of the password and account, and you are fully
responsible for all activities that occur under your password or account identification. You agree
to immediately notify Securus of any unauthorized use of your password or account or any other
breach of security. Without limiting any rights which Securus may otherwise have, Securus
reserves the right to take any and all action, as it deems necessary or reasonable, to ensure the
security of our website and your account, including without limitation terminating your account,
changing your password, or requesting additional information to authorize transactions on your
account. Notwithstanding the above, Securus may rely on the authority of anyone accessing your
account or using your password and in no event and under no circumstances shall Securus be
held liable to you for any liabilities or damages resulting from or arising out of (i) any action or
inaction of Securus under this provision, (ii) any compromise of the confidentiality of your
account or password and (iii) any unauthorized access to your account or use of your password.
You may not use anyone else's account at any time, without the permission of the account
holder.
The security of your personally identifying information is important to us. While there is no such
thing as "perfect security" on the Internet, we will take reasonable steps to help ensure the safety
of your personally identifying information. However, you understand and agree that such steps
do not guarantee that use of our website is invulnerable to all security breaches, and that Securus
makes no warranty, guarantee, or representation that use of any of our website is protected from
viruses, security threats or other vulnerabilities.
4. INTELLECTUAL PROPERTY RIGHTS
The Securus website, and any and all products and services offered thereunder and otherwise by
Securus, and all right, title and interest in and to the products and services (including but not
limited to the content of, and the products and services described in, our website) are the sole
property of Securus or its licensors, and are protected by U.S. copyright and international
treaties. Except for the limited rights expressly granted to you herein, Securus reserves for itself

and its licensors all other right, title and interest. Without limitation on the foregoing, you may
not reproduce, modify, display, sell, or distribute the content herein, or the products and services
described herein, or use them in any other way for public or commercial purpose. This includes
any products or services with the "Securus" name, as well as the Securus design logo and certain
other names or logos which are service marks or trademarks of Securus, and all related product
and service names, design marks and slogans which are also the service marks or trademarks of
Securus. In addition, the design of our website (including color combinations, button shapes,
layout, design and all other graphical elements) are also protected by Securus' trademarks,
service marks and copyrights. Any and all third party product and service marks contained on
our website are the trademarks of their respective owners.
5. THIRD-PARTY PRODUCTS AND SERVICES
Parties other than Securus may offer and provide products and services on or through our
website. Except for Securus-branded information, products or services that are identified as
being supplied by Securus, Securus does not operate, control, or endorse any information,
products, or services on other websites or accessible through our website in any way. Securus is
not responsible for examining or evaluating, and Securus does not warrant the offerings of, any
other businesses or individuals or the content of their websites. Securus does not assume any
responsibility or liability for the actions, product, and content of any other third parties except as
may otherwise be agreed by contract with said third parties, if any. You should carefully review
their privacy statements and other conditions of use.
Our website may contain links to other websites not operated by Securus. The links are provided
for your convenience. The inclusion of any links to other websites does not imply affiliation,
endorsement or adoption by Securus of those websites or the contents therein. We are not
responsible for the contents, links or privacy of any linked website. Access to any other website
linked to Securus' website is at your own risk. When leaving our website, you should carefully
review the applicable terms and policies, including privacy and data gathering practices, of that
third-party website.
6. PRODUCT AND SERVICE INFORMATION
Securus does not warrant that information, graphic depictions, product and service descriptions
or other content of our website is accurate, complete, reliable, updated, current, or error-free.
Despite our efforts, it is possible that a price for a product or service offered on our website may
be inaccurate or the product or service description may contain an inaccuracy. In the event
Securus determines that a product or service contains an inaccurate price or description, Securus
reserves the right to take any action it deems reasonable and necessary, in its sole discretion, to
rectify the error, including without limitation canceling your order, unless prohibited by law.
Securus may make improvements or changes to any of our products or services, to our website,
or otherwise, at any time without notice. You agree to notify Securus immediately if you become
aware of any pricing or descriptive errors or inconsistencies with any products or services you
order through our website and to comply with any corrective action taken by Securus.
7. WEBSITE SECURITY

Violating the security of our website is prohibited and may result in criminal and civil liability.
Securus may investigate incidents involving such violations and may involve and will cooperate
with law enforcement if a criminal violation is suspected. Examples of security violations
include, without limitation, unauthorized access to or use of data or systems including any
attempt to probe, scan, or test the vulnerability of our website or to breach security or
authentication measures, unauthorized monitoring of data or traffic, interference with service to
any user, host, or network including, without limitation, mail bombing, news bombing, other
flooding techniques, deliberate attempts to overload a system, forging any TCP-IP packet header,
e-mail header, or any part of a message header, except for the authorized use of aliases or
anonymous re-mailers, and using manual or electronic means to avoid any use limitations.
8. DISCLAIMER OF WARRANTIES
YOU EXPRESSLY UNDERSTAND AND AGREE THAT:
A) YOUR USE OF OUR WEBSITE, INCLUDING ANY CONTENT OR INFORMATION
CONTAINED HEREIN, ANY WEBSITE-RELATED PRODUCT OR SERVICE THAT IS
PROVIDED TO YOU, IS AT YOUR SOLE RISK. OUR WEBSITE, INCLUDING ANY
CONTENT, SOFTWARE OR INFORMATION CONTAINED WITHIN OUR WEBSITE AND
ANY WEBSITE-RELATED SERVICE, IS PROVIDED ON AN "AS IS" AND "AS
AVAILABLE" BASIS. SECURUS AND ITS SUPPLIERS, LICENSORS, AND OTHER
RELATED PARTIES, AND THEIR RESPECTIVE OFFICERS, AGENTS,
REPRESENTATIVES, AND EMPLOYEES EXPRESSLY DISCLAIM ALL WARRANTIES
OF ANY KIND, WHETHER EXPRESS, STATUTORY OR IMPLIED, INCLUDING, BUT
NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS
FOR A PARTICULAR PURPOSE, TITLE, ACCURACY OF DATA AND NONINFRINGEMENT. BECAUSE SOME JURISDICTIONS MAY NOT PERMIT THE
EXCLUSION OF CERTAIN WARRANTIES, SOME OF THESE EXCLUSIONS MAY NOT
APPLY TO YOU.
B) SECURUS AND ANY CO-BRANDERS, SUPPLIERS, LICENSORS, AND OTHER
RELATED PARTIES, AND THEIR RESPECTIVE OFFICERS, AGENTS,
REPRESENTATIVES, AND EMPLOYEES MAKE NO WARRANTY THAT (i) OUR
WEBSITE WILL MEET YOUR REQUIREMENTS, (ii) MATERIALS, SOFTWARE OR
CONTENT AVAILABLE FOR DOWNLOAD FROM OUR WEBSITE ARE FREE OF
INFECTION OR VIRUSES, WORMS, TROJAN HORSES, OR OTHER CODE THAT
MANIFESTS CONTAMINATING OR DESTRUCTIVE PROPERTIES; (iii) OUR WEBSITE
WILL BE UNINTERRUPTED, TIMELY, SECURE (INCLUDING FREE FROM
UNAUTHORIZED ACCESS), PROVIDE CONTINUOUS STORAGE OR ACCESS, OR
ERROR-FREE, (iv) THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF OUR
WEBSITE WILL BE ACCURATE, COMPLETE OR RELIABLE, (v) THE QUALITY OF
ANY PRODUCTS, SERVICES, SOFTWARE, INFORMATION, OR OTHER MATERIAL
PURCHASED OR OBTAINED BY YOU THROUGH OUR WEBSITE WILL MEET YOUR
EXPECTATIONS, AND (vi) ANY ERRORS IN OUR WEBSITE OR SOFTWARE WILL BE
CORRECTED.

C) ANY MATERIAL DOWNLOADED, UPLOADED OR OTHERWISE OBTAINED
THROUGH THE USE OF OUR WEBSITE OR SOFTWARE IS DONE AT YOUR OWN
DISCRETION AND RISK AND YOU WILL BE SOLELY RESPONSIBLE FOR ANY
DAMAGE TO YOUR COMPUTER SYSTEM OR BUSINESS OR LOSS OF DATA THAT
RESULTS FROM THE DOWNLOAD OR UPLOAD OF ANY SUCH MATERIAL OR THE
USE OF OUR WEBSITE OR OUR SOFTWARE.
D) NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY
YOU FROM SECURUS OR THROUGH OR FROM OUR WEBSITE SHALL CREATE ANY
WARRANTY. ADVICE OR INFORMATION RECEIVED BY MEANS OF OUR WEBSITE
SHOULD NOT BE RELIED UPON FOR SIGNIFICANT PERSONAL, BUSINESS,
MEDICAL, LEGAL OR FINANCIAL DECISIONS AND YOU SHOULD CONSULT AN
APPROPRIATE PROFESSIONAL FOR SPECIFIC ADVICE TAILORED TO YOUR
PARTICULAR SITUATION.
9. LIMITATION OF LIABILITY
IN NO EVENT SHALL SECURUS, ITS EMPLOYEES, OFFICERS, REPRESENTATIVES,
SERVICE PROVIDERS, SUPPLIERS, LICENSORS, AND AGENTS BE LIABLE FOR ANY
DIRECT, SPECIAL, INDIRECT, INCIDENTAL, EXEMPLARY, PUNITIVE OR
CONSEQUENTIAL DAMAGES, OR ANY OTHER DAMAGES OF ANY KIND,
INCLUDING BUT NOT LIMITED TO, LOSS OF USE, LOSS OF PROFITS, OR LOSS OF
DATA, WHETHER IN AN ACTION IN CONTRACT, TORT (INCLUDING BUT NOT
LIMITED TO NEGLIGENCE), OR OTHERWISE, ARISING OUT OF OR IN ANY WAY
CONNECTED WITH (i) THE USE OR INABILITY TO USE OUR WEBSITE OR THE
CONTENT, MATERIALS, SOFTWARE, INFORMATION OR TRANSACTIONS
PROVIDED ON OR THROUGH OUR WEBSITE, OR (ii) ANY CLAIM ATTRIBUTABLE
TO ERRORS, OMISSIONS, OR OTHER INACCURACIES IN OUR WEBSITE OR THE
CONTENT, MATERIALS, SOFTWARE, INFORMATION, PRODUCTS, OR SERVICES ON
OR AVAILABLE THROUGH OUR WEBSITE, (iii) THE COST OF PROCUREMENT OF
SUBSTITUTE GOODS AND SERVICES RESULTING FROM ANY PRODUCTS, DATA,
INFORMATION OR SERVICES PURCHASED OR OBTAINED OR MESSAGES
RECEIVED OR TRANSACTIONS ENTERED INTO THROUGH OR FROM OUR WEBSITE;
(iv) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR
DATA; (v) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON OUR WEBSITE;
(vi) THE DELAY OR FAILURE IN PERFORMANCE RESULTING FROM AN ACT OF
FORCE MAJEURE, INCLUDING WITHOUT LIMITATION, ACTS OF GOD, NATURAL
DISASTERS, COMMUNICATIONS FAILURE, GOVERNMENTAL ACTIONS, WARS,
STRIKES, LABOR DISPUTES, RIOTS, SHORTAGES OF LABOR OR MATERIALS,
VANDALISM, TERRORISM, NON-PERFORMANCE OF THIRD PARTIES OR ANY
REASONS BEYOND THEIR REASONABLE CONTROL; OR (vii) ANY OTHER MATTER
RELATING TO OUR WEBSITE, EVEN IF SECURUS OR ITS AUTHORIZED
REPRESENTATIVES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES. YOUR SOLE REMEDY FOR DISSATISFACTION WITH OUR WEBSITE
AND/OR WEBSITE-RELATED SERVICES IS TO STOP USING OUR WEBSITE AND/OR
THOSE SERVICES.

APPLICABLE LAW MAY NOT ALLOW THE LIMITATION OF LIABILITY, IMPLIED
WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES SET
FORTH ABOVE, SO THIS LIMITATION OF LIABILITY MAY NOT APPLY TO YOU. IF
ANY PART OF THIS LIMITATION ON LIABILITY IS FOUND TO BE INVALID OR
UNENFORCEABLE FOR ANY REASON, THEN THE AGGREGATE LIABILITY OF
SECURUS UNDER SUCH CIRCUMSTANCES FOR LIABILITIES THAT OTHERWISE
WOULD HAVE BEEN LIMITED SHALL NOT EXCEED ONE HUNDRED DOLLARS
($100).
SECURUS VIDEO VISITATION SERVICE IS PROVIDED ON AN 'AS IS, AS AVAILABLE'
BASIS WITHOUT ANY WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.
SECURUS, TO THE FULLEST EXTENT PERMITTED BY LAW, DISCLAIMS ALL
WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE WARRANTIES OF
MERCHANTABILITY, TITLE, NON-INFRINGEMENT OF THIRD PARTIES' RIGHTS,
AND FITNESS FOR PARTICULAR PURPOSE. SECURUS MAKES NO WARRANTIES
ABOUT THE ACCURACY, RELIABILITY, COMPLETENESS, OR TIMELINESS OF THE
SITE. WITHOUT LIMITATION ON THE FOREGOING: (i) SECURUS DOES NOT
WARRANT THAT THE SITE OR SERVICE WILL OPERATE ERROR-FREE OR THAT
THE SITE, THE SERVICE, OR ITS SERVERS ARE FREE OF COMPUTER VIRUSES OR
OTHER HARMFUL MECHANISMS. IF YOUR USE OF THE SITE RESULTS DIRECTLY
OR INDIRECTLY IN THE NEED FOR SERVICING OR REPLACING EQUIPMENT OR
DATA, SECURUS IS NOT RESPONSIBLE FOR THOSE COSTS; (ii) SECURUS MAKES
NO REPRESENTATIONS OR GUARANTEES REGARDING THE TRUTHFULNESS,
ACCURACY, COMPLETENESS, TIMELINESS OR RELIABILITY OF ANY ELECTRONIC
COMMUNICATION ENGAGED IN BY USERS OR THE ACTIONS BY LAW
ENFORCEMENT OFFICIALS IN HANDLING THE DATA. DOCUMENTS
IMPLEMENTING THE SERVICE MAY CONTAIN INACCURACIES OR
TYPOGRAPHICAL ERRORS; (iii) SECURUS MAKES NO REPRESENTATIONS OR
GUARANTEES REGARDING THE CONTENT OF OUR WEBSITE, INCLUDING BUT NOT
LIMITED TO BROKEN LINKS, INACCURACIES OR TYPOGRAPHICAL ERRORS; AND
(iv) SECURUS MAKES NO REPRESENTATIONS OR GUARANTEES ABOUT THE
ABILITY OF THE SERVICE TO WORK PROPERLY, COMPLETELY, OR AT ALL, FOR
ANY GIVEN USER.
10. INDEMNIFICATION
You agree to indemnify, defend and hold harmless Securus Technologies, Inc., and its officers,
agents, assigns and employees, from and against all losses, expenses, damages and costs,
including reasonable attorneys' fees, made by any third-party due to or arising out of the use of
your connection to our website, our products and services, your violation of these terms, or your
violation of any law or the rights of another. These obligations will survive any termination of
your relationship with Securus or your use of our website. Securus reserves the right to assume
the defense and control of any matter subject to indemnification by you, in which event you will
cooperate with Securus in asserting any available defenses.
11. TERMINATION/SUSPENSION

You agree that Securus may immediately and without notice terminate or suspend your account,
your access to our products or services, or your access to all or any part of our website. You
agree that Securus may immediately and without notice change your password. Cause for such
termination, suspension or change shall include, but not be limited to, (a) breaches or violations
of these terms or other incorporated agreements or guidelines, (b) requests by law enforcement
or other government agencies, (c) a request by you (self-initiated account deletions), (d)
discontinuance or material modification to our website (or any part thereof,) (e) unexpected
technical or security issues or problems, (f) extended periods of inactivity, and/or (g)
engagement by you in fraudulent or illegal activities. Termination of your account includes (or, if
Securus elects instead to suspend your account, may include any one or more of the following)
(a) removal of access to all offerings within our website, (b) deletion of your password and all
related information, files and other content associated with or inside your account (or any part
thereof) and (c) barring of further use of our website. You agree that all terminations and
suspensions for cause shall be made in Securus´ sole discretion and that Securus shall not be
liable to you or any third party for any termination or suspension of your account, loss of storage,
any associated e-mail address, or access to our website. Further, Securus reserves the right, to
immediately terminate or suspend your account, any associated e-mail address, and access to our
website at any time for any reason and without notice to you in its sole discretion.
12. MISCELLANEOUS
Securus´ failure to exercise or enforce any right or provision of these terms shall not constitute a
waiver of such right or provision. If any provision of these terms shall be deemed unlawful, void,
or for any reason unenforceable, then that provision shall be deemed severable from the terms
and shall not affect the validity and enforceability of any remaining provisions. These terms shall
be governed and construed in accordance with the laws of the State of Texas applicable to
agreements made and to be performed in Texas. You agree that any legal action or proceeding
between Securus and you for any purpose concerning these terms or the parties' obligations
hereunder shall be brought exclusively in a federal or state court of competent jurisdiction sitting
in Texas. Neither the course of conduct and/or course of dealing between the parties nor trade
practice shall act to modify any provision of this Agreement. Securus may assign its rights and
duties under this Agreement to any party at any time without notice to you. Your rights and
duties under these terms are not assignable by you without written consent of Securus. These
terms do not provide any third party with a remedy, claim, or right of reimbursement. You must
file any claim or suit related to our website within one year after it arises.
13. PRIVACY POLICY
This privacy policy describes how Securus uses and protects the information we collect about
you, our customers and the users of our products and services. Any and all purchases or users of
Securus products and services, as well as visitors to our website, are subject to this privacy
policy.
A) What information do we collect?

We collect information from you when you open an account or register for online account
access. You may be asked, whether by a live agent, computer, telephone, mobile device or
otherwise, to provide your name, date of birth, social security number, e-mail address, mailing
address and phone number. You may be asked to provide a credit card number and associated
information.
B) What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
1) To process transactions and manage your account (your information, whether public or
private, will not be sold, exchanged, transferred, or given to any other company for any reason
whatsoever, without your consent, other than for the express purpose of delivering the purchased
product or service requested);
2) To send you periodic e-mails (the e-mail address you provide may be used to send you
information and updates pertaining to your order, as well as occasional Securus news, updates,
and related product or service information, etc.);
3) To personalize your experience (your information helps us to better respond to your individual
needs);
4) To improve customer service (your information helps us to more effectively respond to your
customer service requests and support needs);
C) How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information
when you open an account or otherwise provide, enter, submit, or access your personal
information. We offer the use of a secure server. All sensitive/credit information you supply is
transmitted via Secure Socket Layer (SSL) technology and encrypted into our payment gateway
provider's database. There, it is accessible only by those employees and agents with special
access authorization rights who are required to keep the information strictly confidential. Upon
completion of a transaction, your private information (credit cards or debit card number, bank
routing or checking account numbers, etc.) will not be stored on our servers.
D) Do we use cookies?
Yes. Securus uses cookies in two limited contexts, both for the sole purpose of assisting you in
the use of your account. Cookies are used when a user enables either of these two features: 1)
choosing to view the full site when accessing our website via a mobile device; or 2) choosing to
have the website remember your information when logging into our website. The first type of
cookie lasts only for the duration of the browsing session; the second type lasts for one year, and
can be disabled or enabled as you select. By using our website, you consent to our use of
cookies. More details regarding cookies in the context of Securus' video offerings is described
below.

E) Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable
information, with the exception of trusted third parties who assist us in operating our website,
conducting our business, or providing service to your account, so long as those parties agree to
keep this information confidential. We may also release your information as required by law, to
enforce our website policies, or protect our or others rights, property, or safety.
F) Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our
website. These third party sites have separate and independent privacy policies. We have no
responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek
to protect the integrity of our site and welcome any feedback about these sites.
G) Information used in connection with and in support of law enforcement activities
When provided with a warrant or other lawful order, and when in possession of information
about you, we will assist law enforcement in the conduct of its affairs. Law enforcement, by
purchasing and using our services and accessing our website, shall act in accordance in all legal
authorities.
H) Our Privacy Policies with respect to Securus Video Visitation
Our Privacy Policies with respect to Securus Video Visitation (SVV) are set forth in more detail
below.
I) Changes to our Privacy Policy
If we decide to change our privacy policy, we will post those changes on this page, and we
reserve the right to do so at our discretion. Any changes shall take effect immediately unless
otherwise required by law. We will notify you of changes in advance in cases required by law.
13. Part II. ADDITIONAL PRIVACY POLICIES IN REGARD TO THE SECURUS VIDEO
VISITATION (SVV) PRODUCT
In addition to the terms set forth above, the following shall also apply to purchases or users of
Securus' Video Visitation (SVV):
J) Access by Governmental Authorities
Purchasers and users acknowledge, understand and agree that the SVV session and the data
collected in the use of SVV will be accessed, reviewed, analyzed, searched, scrutinized, rendered
searchable, compiled, assembled, accumulated, stored, used, licensed, sublicensed, assigned,
sold, transferred and distributed by personnel involved in the correctional industry (federal, state,
county and local), investigative (public and private), penological or public safety purposes and

specifically including the Department of Homeland Security and any other anti-terrorist agency
(federal, state and local) (collectively, "Law Enforcement").
K) No Responsibility
You agree that Securus assumes no responsibility for the activities, omissions or other conduct of
any member of Law Enforcement (a "Law Enforcement Official"). Relative to SVV, Securus
acts solely as a portal for the online distribution and publication of electronically distributed
information and has no obligation to screen communications or information in advance and is not
responsible for screening or monitoring electronic communications sent via this Service. Securus
has no liability or responsibility to users for performance or nonperformance of the Service.
Securus may take any action with respect to user submitted information that it deems necessary
or appropriate, in its sole discretion.
L) General
Securus is committed to providing a means by which detainees (collectively "detainees" and
individually a "detainee") currently incarcerated in a facility (collectively "facilities" and
individually a "facility") may establish electronic communication with the user pursuant to this
Service. The use of SVV is conducted pursuant to the terms hereof. We want to provide a helpful
user experience, but one where all participants understand that the contents of any and all such
SVV as well as the information relating to the transfer of money may be accessed, reviewed,
analyzed, searched, scrutinized, rendered searchable, compiled, assembled, accumulated, stored,
used, licensed, sublicensed, assigned, sold, transferred and distributed by Law Enforcement. As
such, you must approach your use of SVV without any reasonable expectation that the contents
of these communications are, or will remain, private and/or protected by any legal privilege.
With that background in mind, the following reflects our approach to providing the SVV Service,
whether you are currently a Detainee or a user.
M) Personal Information About Securus Video Visitation Users
When you sign up to use the SVV Service, you must provide Securus with certain personal
information such as name, address, e-mail address, telephone number, credit card number, etc.
We will use this information primarily in connection with efforts to provide the SVV Service.
You understand, acknowledge and agree that this information may be shared with Law
Enforcement and that we may use and compile that information as part of our responsibilities to
Law Enforcement. As a result, you understand, acknowledge and agree that you will not have an
expectation of privacy concerning the contents of any Account information.
N) Information that we automatically receive
In addition to the information you provide to us when you establish your SVV account, Securus
receives and stores certain information whenever you participate in SVV. For example, and as
noted above, Securus uses cookies. We do this so that we can recognize you when you visit our
website. Additionally, we identify the numerical IP address assigned to your computer by your
Internet Service Provider. By using our website, you consent to our use of cookies.

O) Use and Disclosure
The personal information collected also allows us to provide users with private and secure areas
to prepare a profile for their use of the SVV. You can correct or update your profile at any time
by logging into our website using your username and password in order to implement such
corrections or updates. Securus shares information with companies that help us process
transactions such as credit card processors. Securus may also disclose information that we in
good faith believe is necessary to investigate fraud or illegal activity, or to conduct investigations
of violations of our Agreement. Securus will disclose information requested by a regulatory or
government authority investigating illegal activities. Similarly, we will disclose your personal
information whereby our company or business assets are transferred to a third party or if we are
compelled to do so by law.
P) Release
By accessing and using our website, you hereby release and forever discharge Securus, all
applicable Law Enforcement Officials and the facility from any and all liability, expense, cost or
remedy which may arise as a result of your use of our website as well as the use of the Data in
the manner described above
Q) Recording
You agree and understand that Video Visitation sessions may be recorded and monitored without
prior notification. Some user types, as defined by the Facilities, will not be subject to recording
and monitoring.
1. AdvanceConnect™ T&Cs
ADVANCECONNECT TERMS, CONDITIONS and FEES
An AdvanceConnect account is a friends and family-owned prepaid calling account that allows
friends and family members to receive collect calls from inmates and have the call charges
deducted automatically from the prepaid balance on the AdvanceConnect calling account. An
AdvanceConnect prepaid calling account must be funded prior to receiving inmate calls.
Multiple phone numbers can be added to an AdvanceConnect account to ensure that inmate calls
can connect to friends and family members at various numbers (work, mobile, home, other
relatives, neighbors, friends, etc., subject to facility restrictions). Phone numbers can be added to
or removed from an AdvanceConnect account by the AdvanceConnect account holder. Phone
numbers associated with an AdvanceConnect account may receive inmate calls as long as there
is an adequate prepaid balance of funds on the AdvanceConnect account to cover the cost of the
inmate calls. An AdvanceConnect account owner will be held responsible for charges associated
with all telephone numbers added to the account.

Friends and family members may open an AdvanceConnect account at 1-800-844-6591 or
www.securustech.net. The following information is required when opening an AdvanceConnect
account:
- First and Last Name
- Address
- City, State, Zip
- Passcode (PIN)
- Telephone number
- Email Address
- Name of the facility from which the account holder is receiving calls
AdvanceConnect account information can be accessed 24/7/365 at 1-800-844-6591 and
www.securustech.net, which support requests to open an account, access account calling activity,
fund an account, make account changes, close an account, or request a refund on an account. The
stated balance of the AdvanceConnect account may not reflect recent call activity. Due to call
processing cycles, it is possible to spend more than the total amount of funds available in the
AdvanceConnect account. If an AdvanceConnect account has charges that exceed the account
balance (in which case the account balance will be negative), the account will be blocked from
receiving further inmate calls. AdvanceConnect account holders are responsible for payment of
any balance due on the AdvanceConnect account. The AdvanceConnect account holder will be
required to pay the amount due before the AdvanceConnect account will be unblocked. Account
blocks are released periodically throughout the day, so it may take up to 24 hours for an
AdvanceConnect account to be able to receive calls again after making a payment.
AdvanceConnect account holders may add money to their AdvanceConnect account by:
- Calling Securus at 1-800-844-6591
- Visiting the Securus website at www.securustech.net
- Using Personal Online Banking
- Mailing a personal check, money order or cashier's check to:
Securus Correctional Billing Services
PO Box 650757
Dallas, TX 75265-0757

Payments sent via mail may take seven to ten business days to process. To ensure timely
processing of a mailed payment, the payment should include documentation of the friend or
family member's ten-digit telephone number and the AdvanceConnect account number.
- Visiting any Western Union agent location
- Visiting any MoneyGram agent or FormFree® location
- Using a lobby kiosk at select correctional facilities
Account Funding Conditions:
Funding
Method
Web

Minimum
Funding
Amount
Up to $25.00

Payment Address

Payment Processing Fee*

www.securustech.net

Up to $7.95 - Visa and
MasterCard
IVR
Up to $25.00
1-800-844-6591
Up to $79.95 Visa and
MasterCard
CSR
Up to $25.00
1-800-844-6591
Up to $79.95 Visa and
MasterCard
Postal Mail
None
Securus Correctional Billing $0
Services
PO Box 650757
Dallas, TX 75265-0757
Kiosk
Varies
Select facilities
$4.95 cash;
$7.95 credit/debit card
MoneyGram None
Express Payment blue form $10.99 (MoneyGram fee can
or FormFree®
vary; direct customer to
MoneyGram)
Western
None
Quick collect blue form
$11.95 (WU fee can vary; direct
Union
customer to WU)
* Standard pricing. Fee may vary by facility. This fee is associated with the convenience of using
a Visa or MasterCard credit card or debit card for payment,
There is no payment processing fee imposed if the AdvanceConnect account payment is made by
postal mail or via the AdvanceConnect account holder's online bill payment service through the
account holder's personal bank.
In most cases, payments are posted to accounts within one hour. However, it can take up to 24
hours for the call management system to receive updated information about payments on these
accounts. AdvanceConnect account holders can visit www.securustech.net or call 1-800-8446591 after making a payment to check their account balances and confirm receipt of payment(s).

Billing Statements and Fees:
AdvanceConnect account holders do not receive bills on an AdvanceConnect accounts unless
there is a negative account balance greater than $10.00, in which case the account holder will be
billed for the amount due on the account. AdvanceConnect account holders can go to
www.securustech.net or call 1-800-844-6591 to get balance and other information on their
AdvanceConnect accounts.
Multiple telephone numbers may be added to an AdvanceConnect account, including mobile
phone numbers (subject to facility restrictions). If an AdvanceConnect account has one or more
mobile phone numbers associated with the account, a monthly Wireless Administration Fee of up
to $23.99 may be charged to the AdvanceConnect account, regardless of the number of mobile
phones associated with the account. The fee amount will be deducted from the AdvanceConnect
account balance on a monthly basis as long as a mobile phone number remains on the
AdvanceConnect account. Accounts with only landline phone numbers will NOT be charged the
fee. If the account balance is less than $2.99the applicable fee in any given month, the account
will not be charged the fee in that month. This fee is in addition to the collect call charges.
In any month that the Federal Universal Service Fund ("USF") charge is applied due to a friend
or family member's receiving and accepting state-to-state or international calls from inmates, the
AdvanceConnect account will also be charged a Federal Regulatory Recovery Fee of up to
$3.49. This fee applies once per month per AdvanceConnect account only when applicable. This
fee is in addition to the collect call charges and the USF charge.
A State Cost Recovery Fee applied as a per-call surcharge of up to five percent (5%) and
associated applicable taxes may apply on intrastate calls originating from facilities in order
support operating as a regulated entity within the state.
A Location Validation Fee applied as a per-call surcharge of up to four percent (4%) and
associated applicable taxes may apply to calls originating from facilities that have elected to
utilize Securus' Location Based Services technology to verify the geographic location of the
called party for security purposes pursuant to Correctional Institution contracts.
Account Balance Notifications:
Securus may utilize automated account notification campaigns to let AdvanceConnect account
holders know when the AdvanceConnect account requires additional funding in order to receive
further inmate calls.
Account Closing:
AdvanceConnect account holders can initiate account closing by:
- Calling Securus at 1-800-844-6591
- Visiting the Securus website at www.securustech.net

Once an AdvanceConnect account holder has requested that his or her account be closed, the
request is held for 7 to 10 days to allow for any unbilled calls or other charges to clear the
account prior to closing. The account is then closed, and if applicable, a refund may be
processed.
Refunds:
AdvanceConnect account holders have 180 days from the date of the last call received on the
AdvanceConnect account to request a refund of any unused balance. The balance of the refund
may vary based on when calls were last received. The 180-day refund policy does not apply in
Alaska or for accounts with inmates in TDCJ facilities.
Refunds of unused balances, when provided, are credited back to the credit or debit card used to
fund the AdvanceConnect account. If the AdvanceConnect account holder used a prepaid Visa or
MasterCard to fund their account, the account holder must maintain possession of the card to
ensure they receive their refund. If the AdvanceConnect account holder funded the account
through check, money order, Western Union or MoneyGram, a refund check will be mailed to
the AdvanceConnect account holder, which could take up to four weeks for processing.
Other terms:
More applicable terms and conditions apply. See Securus' General Terms and Conditions,
including Privacy Policy, for further applicable terms and conditions.
2. Direct Bill T&Cs
DIRECT BILL TERMS, CONDITIONS AND FEES
A Direct Bill account is a friends and family-owned calling account that allows friends and
family members to receive collect calls from inmates and have the call charges billed directly
from Securus to the Direct Bill account holder each month. Friend and family members are
required to pass a credit check in order to be approved for a Direct Bill account.
Multiple phone numbers can be added to a Direct Bill account to ensure that inmate calls can
connect to friends and family members at various numbers (work, mobile, home, other relatives,
neighbors, friends, etc.). Phone numbers can be added to or removed from a Direct Bill account
by the Direct Bill account holder. A Direct Bill account owner will be held responsible for
charges associated with all telephone numbers added to the account. Phone numbers associated
with a Direct Bill account may receive inmate calls as long as the Direct Bill monthly credit limit
has not been exceeded and there is no past-due balance on the Direct Bill account. Direct Bill
allows inmate calls to connect to mobile phones, subject to facility restrictions.
Friend and family members may open a Direct Bill account at 1-800-844-6591 or
www.securustech.net. The following information is required when opening a Direct Bill account:
- First and Last Name

- Address
- City, State, Zip
- Passcode (PIN)
- Email Address
- Social Security Number
- Driver's License Number
- Date of Birth
- Telephone number
- Name of the facility from which the account holder is receiving calls
Credit Check:

In order to establish a Direct Bill account, friends and family members must pass a credit check,
which may involve a credit reporting agency. Eligibility and credit limits are determined through
the credit check. The credit check requirement does not apply in Alaska.
Direct Bill account information can be accessed 24/7/365 at 1-800-844-6591 and
www.securustech.net, which support requests to open an account, access account calling activity,
make a payment, make account changes, or close an account. The stated balance of the Direct
Bill account may not reflect recent call activity due to call processing cycles. Monthly bill
invoices must be paid in full by the due date or the Direct Bill account will be blocked from
receiving further inmate calls. The Direct Bill account will be blocked from receiving further
inmate calls if the monthly credit limit has been exceeded. Once the credit limit has been
exceeded, the Direct Bill account holder must make a payment on the account before the Direct
Bill account will be unblocked. Account blocks are released periodically throughout the day so it
may take up to 24 hours for a Direct Bill account to be able to receive calls again after making a
payment.
Direct Bill account holders may make payments on their Direct Bill accounts by:
- Calling Securus at 1-800-844-6591
- Visiting the Securus website at www.securustech.net
- Using Personal Online Banking

- Mailing a personal check, money order or cashier's check to:
Securus Correctional Billing Services
PO Box 650757
Dallas, TX 75265-0757
Payments sent via mail may take seven to ten business days to process. To ensure timely
processing of a mailed payment, the payment should include documentation of the friend or
family member's ten-digit telephone number and the Direct Bill account number.
- Visiting any Western Union agent location
- Visiting any MoneyGram agent or FormFree® location
- Visiting any JPay retail location
Account Payment Conditions:
Funding
Method
Web
IVR
CSR
Postal Mail

Minimum
Funding
Amount
None
None
None
None

MoneyGram

None

Payment Address

Payment Processing Fee*

www.securustech.net
1-800-844-6591
1-800-844-6591
Securus Correctional Billing
Services
PO Box 650757
Dallas, TX 75265-0757
Express Payment blue form
or FormFree®

Up to $7.95 Visa or MasterCard
Up to $79.95 Visa or MasterCard
Up to $79.95 Visa or MasterCard
$0

$10.99 (MoneyGram fee can
vary; direct customer to
MoneyGram)
Western
None
Quick collect blue form
$11.95 (WU fee can vary; direct
Union
customer to WU)
*Standard pricing. Fee may vary by facility. This fee is associated with the convenience of using
a Visa or MasterCard credit card or debit card for payment,
There is no payment processing fee imposed if the Direct Bill account payment is made by postal
mail or via the Direct Bill account holder's online bill payment service through his or her
personal bank.
In most cases, payments are posted to accounts within one hour. However, it can take up to 24
hours for the call management system to receive updated information about payments on these
accounts. Direct Bill account holders can visit www.securustech.net or call 1-800-844-6591 after
making a payment to check the account balance and confirm receipt of payment(s).

Billing Statements and Fees:
Direct Bill account holders will receive a detailed monthly bill statement of account activity with
an invoice that requires payment due 20 days from the bill statement date. Monthly bill invoices
must be paid in full by the due date or the Direct Bill account will be blocked from receiving
further inmate calls. Late or non-payment of a Direct Bill invoice may restrict the ability of a
friends and family members to obtain future credit. Bills paid twenty (20) days or more late will
be converted to a prepaid AdvanceConnect account. Securus may also take further collection
action, including referral to a collection agency. Direct Bill account holders can go to
www.securustech.net or call 1-800-844-6591 to get balance and other information on their Direct
Bill accounts.
In any month that the Federal Universal Service Fund ("USF") charge is applied due to a friend
or family member's receiving and accepting state-to-state or international calls from inmates, the
Direct Bill account will also be charged a Federal Regulatory Recovery Fee of up to $3.49 which
will be included on the friend or family member's bill statement. This fee applies once per month
per Direct Bill account only when applicable. This fee is in addition to the collect call charges
and the USF charge.
A State Cost Recovery Fee applied as a per-call surcharge of up to five percent (5%) and
associated applicable taxes may apply on intrastate calls originating from facilities in order
support operating as a regulated entity within the state.
A Location Validation Fee applied as a per-call surcharge of up to four percent (4%) and
associated applicable taxes may apply to calls originating from facilities that have elected to
utilize Securus' Location Based Services technology to verify the geographic location of the
called party for security purposes pursuant to Correctional Institution contracts.
Account Balance Notifications:
Securus may utilize automated account notification campaigns to let Direct Bill account holders
know when there is a Direct Bill account payment coming due or past due or if the account has
been blocked from receiving further inmate calls.
Account Closing:
Direct Bill account holders can initiate account closing by:
- Calling Securus at 1-800-844-6591
- Visiting the Securus website at www.securustech.net
Once a Direct Bill account holder has requested that his or her account be closed the request is
held for 7 to 10 calendar days to allow for any unbilled calls or other charges to clear the account
prior to closing. If there are any outstanding charges, the Direct Bill account holder will be
issued a final bill statement and invoice.

Securus may initiate the closing of a Direct Bill account due to fraudulent account activity.
Refunds:
Occasionally a Direct Bill account holder may over-pay the bill and request a refund of the
amount overpaid. To request a refund, the Direct Bill account holder must call Securus at 1-800844-6591 and speak to a Customer Service Representative who can assist with the refund
request. There is no charge to the customer to receive a refund in these cases.
Other terms:
More applicable terms and conditions apply. See Securus' General Terms and Conditions,
including Privacy Policy, for further applicable terms and conditions.
3. Traditional Collect T&Cs
TRADITIONAL COLLECT TERMS, CONDITIONS AND FEES
A Traditional Collect account allows friends and family members to receive collect calls from
inmates and have the call charges billed monthly on the friend or family member's local
exchange provider (local telephone company) telephone bill, subject to local exchange provider
restrictions.
Traditional Collect accounts are created automatically (one account per telephone number
receiving collect inmate calls) when a friend or family member positively accepts a collect call
from a correctional facility. The friend or family member's telephone number receiving collect
inmate calls is used as the Traditional Collect account number.
Traditional Collect accounts are automatically assigned a 90-day rolling spending limit. Each
time a collect call from an inmate is accepted by the friend or family member, the call charges
are posted to the Traditional Collect account and deducted from the available spending limit.
Securus then submits the call charges to the account holder's local telephone company to add to
the account holder's local telephone bill. Traditional Collect account holders are unable to
increase their spending limit. There is a limit on the number of collect inmate calls that can be
accepted within a 24-hour period. Friends and family members can spend a maximum of $60.00
in any 24-hour period and can only spend up to their spending limit. If the Traditional Collect
account spending limit is exceeded during any rolling 90-day period, the Traditional Collect
account will be temporarily blocked from receiving additional inmate calls. As the charges roll
off and the Traditional Collect account balance drops back below the 90-day rolling spending
limit, the account will be unblocked and able to accept additional inmate calls up to the spending
limit. Should a friend or family member wish to receive inmate calls in advance of the
Traditional Collect account's being unblocked, the friend or family member must contact Securus
to establish an AdvanceConnect or Direct Bill account.

Traditional Collect account information can be accessed 24/7/365 at 1-800-844-6591 and
www.securustech.net. Stated Traditional Collect account activity may not reflect recent call
activity due to call processing cycles.
Billing Statements and Fees:
Traditional Collect account holders will receive a monthly bill statement from their local
exchange providers (local telephone company) that will include line items for the call charges
incurred from collect calls received from inmates.
A monthly Bill Statement Fee of up to $3.49 may be applied to the friends and family member's
local telephone bill any month in which collect inmate call charges are included. No fee will be
assessed in any month in which no collect inmate calls were accepted. This fee is in addition to
the collect call charges.
In any month that the Federal Universal Service Fund ("USF") charge is applied due to a friend
or family member receiving and accepting state-to-state or international calls from inmates, the
Traditional Collect account will also be charged a Federal Regulatory Recovery Fee of up to
$3.49 which will be included on the friend or family member's local telephone bill. This fee
applies once per month only when applicable. This fee is in addition to the collect call charges
and the USF charge.
Account Closing:
Friends and family members should no longer positively accept collect calls from inmates if they
do not want to have those call charges billed. Securus reserves the right to no longer process
collect calls via Traditional Collect if fraudulent account activity is suspected or if the friends
and family member's local exchange provider (local telephone company) no longer supports
collect inmate call billing.
Other terms:
More applicable terms and conditions apply. See Securus' General Terms and Conditions,
including Privacy Policy, for further applicable terms and conditions.
4. Inmate Debit T&Cs
INMATE DEBIT TERMS, CONDITIONS and FEES
Inmate Debit is an inmate-owned prepaid calling account used by inmates to pay for telephone
calls. Correctional facilities have the option of allowing inmates and/or friends and family
members to add money to Inmate Debit accounts. If allowed by the correctional facility, an
inmate may transfer funds from his or her facility trust/commissary account into an Inmate Debit
account by making a request through the commissary. If allowed by the correctional facility,
friends and family members may deposit funds directly into an Inmate Debit account. Friends

and family members may deposit funds into Inmate Debit calling accounts without being
required to create their own Securus calling accounts.
Funds deposited by friends and family members into an Inmate Debit account become the
property of the inmate. Therefore, friends and family members are not authorized to request
access to Inmate Debit account activity or request account credits, nor are friends and family
members eligible to receive refunds on an Inmate Debit account.
Friends and family members may add money to Inmate Debit accounts (subject to facility
restrictions) by:
- Calling Securus at 1-800-844-6591
- Visiting the Securus website at www.securustech.net
- Using personal online banking (with routing and account numbers, and names)
- Mailing a personal check, money order or cashier's check to:
Securus Inmate Debit Account
PO Box 975420
Dallas, TX 75397-5420
Payments sent via mail may take seven to ten business days to process and MUST include an
Inmate Debit Pay by Mail Remittance Slip found at www.securustech.net.
- Visiting any MoneyGram agent or FormFree® location:
Friend and family members MUST print an Inmate Debit Payment Form found at
www.securustech.net before going to a MoneyGram location.
- Using a lobby kiosk at select correctional facilities

Account Funding Conditions:
Funding Method Minimum
Funding
Amount
Web
Up to $25.00

Payment Address

Payment Processing Fee*

www.securustech.net

IVR

1-800-844-6591

Up to $7.95 Visa or
MasterCard
Up to $79.95 Visa or
MasterCard

Up to $25.00

CSR

Up to $25.00

Postal Mail

None

*Remittance Slip
Required
Kiosk
Varies
MoneyGram

None

1-800-844-6591

Up to $79.95 Visa or
MasterCard
Securus Correctional Billing $0
Services
PO Box 975420
Dallas, TX 75397-5420
Select facilities
$4.95 cash;
$7.95 credit/debit card
Express Payment blue form $10.99 (MoneyGram fee can
or FormFree®
vary; direct customer to
MoneyGram)

*Payment Form
Required
* Standard pricing. Fee may vary by facility. This fee is associated with the convenience of using
a Visa or MasterCard credit card or debit card for payment,
Other terms:
More applicable terms and conditions apply. See Securus' General Terms and Conditions,
including Privacy Policy, for further applicable terms and conditions.

5. Text Alert and Notification Service
TEXT ALERT AND NOTIFICATION TERMS, CONDITIONS and FEES
Participation in Securus Notification Alerts ( 5msgs / month ). Message and data rates may
apply.
To opt-out, text the word STOP to 77929. For Help, text the word HELP to 77929.
For more information please contact Securus Customer Care at 1-800-844-6591 or at
customer_service@securustech.net.
Availability:
Alert and Notification Service is available through the following carriers: AT&T, Alltel, TMobile, Verizon Wireless, U.S. Cellular, Sprint, Nextel, Boost, Cellcom, Cellular One, C-Spire
Wireless, Cincinnati Bell, nTelos, Virgin Mobile, ACS Wireless, Bluegrass, ECIT - Cellular One
of East Central Illinois, EKN - Appalachian Wireless, GCI Communications, Immix - PC
Management, Inland Cellular, IVC - Illinois Valley Cellular, Metro PCS, Nex-Tech Wireless,
RCC/Unicel, Revol, RINA/All West Wireless, RINA/CTC Telecom-Cambridge, RINA/FMTCFarmers Mutual Telephone Co., RINA/Nucla-Naturita Telephone Co., RINA/Silverstar,
RINA/Snake River PCS, RINA/South Central, RINA/Syringa Wireless, RINA/UBET, West
Central Wireless

Through its Text Alert and Notification Service, Securus offers a number of SMS (Text
Message) features designed to assist you in managing your Securus account. Message and data
rates may apply.
Text Alert and Notification service assists you with the following, described in more detail
below:

(a) AdvanceConnect Low Balance Notification (General Account Notification);
(b) Direct Bill Invoice Due Notification (General Account Notification);
(c) AdvanceConnect AutoPay Payment Notification (Payment Program Notification);
(d) AdvanceConnect TextPay Notification (Payment Program Notification); and
(e) Direct Bill TextPay Notification (Payment Program Notification).
(a) AdvanceConnect Low Balance Notification:

When you register to receive AdvanceConnect Low Balance notifications, we will send you a
text every time your account balance reaches $10.00.

(b) Direct Bill Invoice Due Notification:

When you register to receive Direct Bill Invoice Due notifications you will receive notifications
within 10, 7, and 3 days of your invoice being due.
(c) AdvanceConnect AutoPay Payment Notification:

When you register to use AutoPay with your AdvanceConnect account, you will receive a text
notification with payment confirmation or payment failure. If you receive a payment failure
notification you should update your AutoPay credit card information. If you believe your credit
card information is good, please call Customer Care at 1-800-844-6591 to troubleshoot the issue
further. With the AutoPay Payment Confirmation notification the amount of the transaction will
be provided. For further information about the transaction please log in to Securus Online to
view your account.

(d) AdvanceConnect TextPay Notification:
When you register to use TextPay with your AdvanceConnect account, you will receive a text
notification that will give you the option to fund your AdvanceConnect account immediately
with a preset amount of your choice by responding with the word PAY. Once a payment has
been made with TextPay, you will receive a payment confirmation or payment failure. If you
receive a payment failure notification, you should update your TextPay credit card information.

If you believe your credit card information is good, please call Customer Care at 1-800-844-6591
to troubleshoot the issue further. With the TextPay payment confirmation notification, the
amount of the transaction will be provided. For further information about the transaction, please
log in to Securus Online to view your account.

(e) Direct Bill TextPay Notification
When you register to use TextPay to pay your Direct Bill invoice, you will receive a text
notification that will give you the option to pay your Direct Bill invoice immediately by
responding with the word PAY. Once a payment has been made with TextPay, you will receive a
payment confirmation or payment failure. If you receive a payment failure notification, you
should update your TextPay credit card information. If you believe your credit card information
is good, please call Customer Care at 1-800-844-6591 to troubleshoot the issue further. With the
TextPay Payment Confirmation notification, the amount of the transaction will be provided. For
further information about the transaction, please log in to Securus Online to view your account.
Other Operational Notifications:

If you are registered to receive one or more of the above text notifications, we may from time to
time send other operational messages about your account to your registered mobile phone.

Terms:
Any and all information supplied under this service is additional to and does not replace the
information we make available to you in accordance with the Customer Agreement.
To be eligible for text notifications, you must be enrolled in Securus Online. You can register
online or over the phone. Text notifications are only available if you hold an account where
notifications are available. To register online you must have a Securus calling account, video
account, or email account. We will allow you to register two mobile numbers with us at any
time; one for General Account Notifications and one for Payment Program Notifications. If you
are registered to receive text notifications and alerts about more than one account, you will be
asked to choose which account you would like to receive notifications for by selecting the
account type and account number presented on your notifications settings page.
We will send information about your current accounts to a mobile phone registered with a United
States Mobile Phone Carrier. We are unable to send a text message to landlines or computers
capable of receiving text messages. We will only send you each text once. If you delete a text we
cannot send it again. If you do not confirm your subscription within 12 hours of signing up for
text notifications, you will have to re-enroll and start the process over again. We will start
sending text notifications and alerts within 48 hours of confirmation of registration for the
service.

You can ask us to unsubscribe from your notifications at any time by replying STOP to any text
notification, online with Securus Online by editing your Notification Settings, or over the phone
by calling Customer Care 1-800-844-6591. Unsubscribing from text notifications will only apply
to the text alert service for the specific account enrolled in notifications. Text notifications will
cease within 24 hours of suspension. Text messages will be sent seven days a week between the
hours of 8:00 AM and 8:00 PM of your local time zone. Notifications will be sent based on
calling usage, your AdvanceConnect balance, and/or your Direct Bill invoice due date. Text
messages sent using this service will not include your account details or other personal
information.
Charges and Fees:
Securus does not currently charge a fee to enroll and use text notifications, AutoPay, or TextPay,
but we may apply or introduce new charges on two months' notice. As noted above, message and
data rates may apply. You are responsible for charges from your mobile phone carrier, so ensure
you check with them about message and data rates that could apply.
Standard transaction fees of up to $7.95 may apply for AutoPay and TextPay programs when
funds are added to your AdvanceConnect account or when your Direct Bill invoice is paid.
Cancellation:
If you wish to stop receiving text notifications, you can unsubscribe from your notifications at
any time by replying STOP to any text notification, by visiting Securus Online and editing your
Notification Settings, or by calling Customer Care 1-800-844-6591. Unsubscribing from text
notifications will only apply to the text notification service for the specific account enrolled. Text
notifications will cease within 24 hours of being unsubscribed. We may decide to withdraw the
service and would do so by giving you at least two months' written notice. We may withdraw the
service with immediate effect without prior notice to comply with the law, to protect security, or
to combat fraud or on any ground as set out in the Customer Agreement.
General Provisions:
Sometimes repairs, updates, and routine maintenance on our systems and those of our suppliers
may mean that text notifications may be unavailable from time to time. We will not be liable if
text notifications and alerts are unavailable at any time for reasons that we cannot control or if
you do not receive text notifications or alerts for reasons within your control, i.e., your phone
being switched off, there is no network coverage, or you change your mobile phone number.
You are responsible for making sure no one has access to confidential information shown on (or
stored in) your mobile phone. If your phone is lost or stolen, or if you change your number or
mobile phone carrier, it is your responsibility to ask us to suspend your text notifications as soon
as possible. Otherwise we will continue to provide text notifications and alerts to the mobile
number you have registered for the service. We will not be liable if your account information
becomes known to someone because you do not notify us or if the registration information you

gave us is incorrect.
We may send you emails from time to time with information about the service explaining how
the service works and any steps that you need to take in relation to the service.
Other terms:
More applicable terms and conditions apply. See Securus' General Terms and Conditions,
including Privacy Policy, for further applicable terms and conditions.

6. Secure Video Visitation Service
SECURE VIDEO VISITATION TERMS, CONDITIONS and FEES
Securus Video Visitation is a web-based visitation system that allows friends, family members,
attorneys and other approved visitors to schedule and participate in video visitation sessions with
an inmate using a computer, webcam, and Internet access. Visits are scheduled in advance
according to the specific correctional facility's visitation hours and policies.
Securus Video Visitation allows users to avoid the time, expense and hassle of travelling to and
from a correctional facility to visit an inmate.
Billing and Payments:
Note: A credit card will be required in order to process the visitation fee. If you do not have a
credit card, you can purchase a pre-paid Visa or MasterCard. These are available at general
retailers (such as Walmart, Kmart and Target) as well as many drug stores (such as Walgreens
and Rite Aid).
Visits are pre-paid and non-refundable. If you believe there was a system problem that did not
allow you to participate in a scheduled video visit, please fill out and submit a Credit Request
Form. We will review and reply to your request within 72 hours.
Securus is not responsible for disconnects due to behavior issues, disconnects initiated by the
correctional facility, or disconnects due to internet connection or hardware malfunctions. If you
believe your session was disconnected due to a Securus Video Visitation system error, fill out
and submit a Credit Request Form. We will review and reply to your request within 72 hours.
Pricing, session lengths, and hours of availability of Securus Video Visitation may differ
depending on the facility chosen or the visitation center being used.

Once scheduled, a Video Visitation session must be attended during the scheduled time period.
Failure to sign on at the scheduled time or signing on late will not extend the session time period
for which you paid.
In limited situations, Securus may, at its discretion, offer a credit for a scheduled and paid Video
Visitation session. A credit is defined as funds used to pay for a session being placed back on to
the user's account, which are available for use for another future Video Visitation session.
Credits may occur when a) a user cancels a
paid Video Visitation session with the requisite advance notice as defined per the facility, b) the
facility cancels a paid Video Visitation session before the session begins, c) the facility rejects a
paid Video Visitation session prior to it starting, and d) Securus cancels a paid Video Visitation
session before the session begins. Credits will not be given for sessions where the scheduled time
has started or prior to session completion. Credits shall expire 90 days from date of issue.
Service Fees. In addition to the service payment and in consideration for the use of the service,
you agree to pay Securus a fee for (a) each scheduled Securus Video Visitation session at the
applicable rates then in effect, which will include applicable fees, taxes, surcharges and other
charges. The applicable service fee(s) for your use of Securus Video Visitation will be provided
on the website. As a result, you will be able to understand the amount of the applicable service
fees before you pay for and schedule a Securus Video Visitation session. All service fees are
non-refundable and non-creditable.
For more detailed information please use the links below to find the facility you will be visiting.
Click on the county name to see hours of operation, price, and the location of visitation centers.
Payments :
Securus Correctional Billing Services
PO Box 650757
Dallas, TX 75265-0757
Correspondence :
Securus Correctional Billing Services
PO Box 1109
Addison, TX 75001
Customer Service Hours of Operation :
24 hours a day, 7 days a week

Automated System: Always Available
Service :
Main Support: 1-800-844-6591
Securus Video Visitation Support: 1-877-578-3658
System Requirements and Setting up an Account:
In order to use Securus Video Visitation you will need to have Javascript enabled in your
browser, Microsoft Windows Operating system (XP, Vista or Windows 7) and Adobe Flash
Player.
Most built-in cameras on laptops are good enough in terms of picture quality.
For users with an external webcam, we recommend using a 1.3 megapixel USB web-camera.
You can purchase these types of webcams at most electronics stores (such as Best Buy and Radio
Shack) and many general retailers (such as Walmart, Kmart, and Target).
There is also small JAVA client that is required in order for Securus Video Visitation to transmit
the audio and video.
You can verify that your system is up to date by visiting our test page here.
•
•

•
•
•
•

A Desktop or Laptop.
Operating System: Windows XP OR Windows Vista (32-bit) OR Windows 7 (32-bit).
Note: MacOSX and Ubuntu versions are currently not offered, but will be COMING
SOON!
A built-in or external webcam. We recommend using one with a resolution of at least 1.3
megapixels.
An internet browser (Internet Explorer or Mozilla Firefox)
Broadband internet access (DSL or Cable) - 256KB minimum upstream and downstream
Speakers/Headset and microphone (built-in or external)

In order to begin visiting with an inmate from the comfort of your home, office, or any location
equipped with high speed internet, a PC, and webcam, you must first create a Securus Video
Visitation account.
Securus is not responsible for the quality of your Internet connection or for the setup and
operation of your computer, web camera, or other hardware. Problems related to your Internet
connection or hardware should be directed to your Internet service provider or a qualified
computer repair technician.
Other terms:

More applicable terms and conditions apply. See Securus' General Terms and Conditions,
including Privacy Policy, for further applicable terms and conditions.
SMS AND MOBILE TERMS AND CONDITIONS

Participation in Securus Notification Alerts (5 msgs/month).
Message and data rates may apply.
To opt-out text the word STOP to 77929. For Help text the word HELP to 77929.
For more information please contact Securus Customer Care at 1-800-844-6591 or at
customer_service@securustech.net.
Carrier List:
AT&T, Alltel, T-Mobile, Verizon Wireless, U.S. Cellular, Sprint, Nextel, Boost, Cellcom,
Cellular One, C-Spire Wireless, Cincinnati Bell, nTelos, Virgin Mobile, ACS Wireless,
Bluegrass, ECIT - Cellular One of East Central Illinois, EKN - Appalachian Wireless, GCI
Communications, Immix - PC Management, Inland Cellular, IVC - Illinois Valley Cellular,
Metro PCS, Nex-Tech Wireless, RCC/Unicel, Revol, RINA/All West Wireless, RINA/CTC
Telecom-Cambridge, RINA/FMTC-Farmers Mutual Telephone Co., RINA/Nucla-Naturita
Telephone Co., RINA/Silverstar, RINA/Snake River PCS, RINA/South Central, RINA/Syringa
Wireless, RINA/UBET, West Central Wireless
Additional Conditions
These additional conditions relate to the SMS Alert and Notification Service and supplement and
amend the general conditions of your Customer Agreement with Securus Technologies, Inc.
(Securus) In the event of any inconsistency between these additional conditions and the general
conditions of the Customer Agreement, these terms will apply in relation to the SMS Alert and
Notification Service (the 'service').
1. GENERAL SERVICE PROVISION
1.1 The provision of this service involves Securussending you text notifications with information
about your current accounts through your mobile phone. These text based services are explained
in conditions 5, 6, 7, 8 and 9 and include:
(a) AdvanceConnect Low Balance Notification (General Account Notification);
(b) Direct Bill Invoice Due Notification (General Account Notification);
(c) AdvanceConnect AutoPay Payment Notification (Payment Program Notification);
(d) AdvanceConnect TextPay Notification (Payment Program Notification); and
(e) Direct Bill TextPay Notification (Payment Program Notification).

Visit www.securustech.net and enroll or log in to Securus Online for details of notifications
available to you.

1.2 Any and all information supplied under this service is additional to and does not replace the
information we make available to you in accordance with the Customer Agreement.
1.3 To be eligible for text notifications, you must be enrolled in Securus Online. You can register
online or over the phone. Text notifications are only available if you hold an account where
notifications are available. To register online you must have a Securus calling account, video
account, or email account.
1.4 We will allow you to register twomobile numbers with us at any time; one for General
Account Notifications and one for Payment Program Notifications. If you are registered to
receive text notifications and alerts about more than one account you will be asked to choose
which account you would like to receive notifications for by selecting the account type and
account number presented on your notifications settings page.
1.5 We will send information about your current accounts to a mobile phone registered with a
United States Mobile Phone Carrier. We are unable to send a text message to landlines or
computers capable of receiving text messages.
1.6 We will only send you each text once. If you delete a text we cannot send it again. If you do
not confirm you subscription within 12 hours of signing up for text notifications you will have to
re-enroll and start the process over again.
1.7 We will start sending text notifications and alerts within 48 hours of confirmation
ofregistration for the service.
1.8 You can ask us to unsubscribe from your notifications at any time by replying STOP to any
text notification, online with Securus Online by editing your Notification Settings, or over the
phone by calling Customer Care 1-800-844-6591. Unsubscribing from text notifications will
only apply to the text alert service for the specific account enrolled in notifications. Text
notifications will cease within 24 hours of suspension.
1.9 Text messages will be sent MondaytoSunday between the hours of 8:00 AM and 8:00 PM of
your local time zone. Notifications will be sent based on calling usage, your AdvanceConnect
balance, and/or your Direct Bill invoice due date.

1.10 Text messages sent using this service will not include your account details or other personal
information.
2. CHARGING

2.1 Securus does not currently charge a fee to enroll and use text notifications, AutoPay, or
TextPay, but we may apply or introduce new charges on 2 months' personal notice.
2.2 Message and data rates may apply. Youare responsible for charges from your mobile
phonecarrier, so ensure you check with them about message and data rates that could apply.
3. FEES

3.1 Standard transaction fees of up to $7.95 may apply for AutoPay and TextPay programswhen
funds are added to your AdvanceConnect account or when your Direct Bill invoice is paid.
4. CANCELLATION
4.1 If you wish to stop receiving text notifications you can unsubscribe from your notifications at
any time by replying STOP to any text notification, by visiting Securus Online and editing your
Notification Settings, orby calling Customer Care 1-800-844-6591. Unsubscribing from text
notifications will only apply to the text notification service for the specific account enrolled. Text
notifications will cease within 24 hours of being unsubscribed.

4.2 We can decide to withdraw the service by giving you at least two months' written notice. We
can decide to withdraw the service with immediate effect without prior notice to comply with the
law, to protect security, or to combat fraud or on any ground as set out in the Customer
Agreement.
5. ADVANCECONNECT LOW BALANCE NOTIFICATION
5.1 If you register to receive AdvanceConnect Low Balance notifications we will send you a
textevery time your account balance reaches $10.00.

6. DIRECT BILL INVOICE DUE NOTIFICATION
6.1 If you register to receive Direct Bill Invoice Due notifications you will receive notifications
within 10, 7, and 3 days of your invoice being due.

7. ADVANCECONNECT AUTOPAY PAYMENT NOTIFICATION
7.1 If you register to use AutoPay with your AdvanceConnect account, you will receive a text
notification with payment confirmation or payment failure. If you receive a payment failure
notification you should update your AutoPay credit card information. If you believe your credit

card information is good, please call Customer Care at 1-800-844-6591 to troubleshoot the issue
further.
7.2 With the AutoPay Payment Confirmation notification the amount of the transactionwill be
provided. For further information about the transaction please log in to Securus Online to view
your account.

8. ADVANCECONNECT TEXTPAY NOTIFCATION
8.1 If you register to use TextPay with your AdvanceConnect account, you will receive a text
notification that will give you the option to fund your AdvanceConnect account immediately
with a preset amount of your choice by responding with the word PAY. Once a payment has
been made with TextPay you will receive a payment confirmation or payment failure. If you
receive a payment failure notification you should update your TextPay credit card information. If
you believe your credit card information is good, please call Customer Care at 1-800-844-6591
to troubleshoot the issue further.
8.2 With the TextPay payment confirmation notification the amount of the transactionwill be
provided. For further information about the transaction please log in to Securus Online to view
your account.

9. DIRECT BILL TEXTPAY NOTIFCATION
9.1 If you register to use TextPay to pay your Direct Bill invoice, you will receive a text
notification that will give you the option to pay your Direct Bill invoice immediately by
responding with the word PAY. Once a payment has been made with TextPay you will receive a
payment confirmation or payment failure. If you receive a payment failure notification you
should update your TextPay credit card information. If you believe your credit card information
is good, please call Customer Care at 1-800-844-6591 to troubleshoot the issue further.
8.2 With the TextPay Payment Confirmation notification the amount of the transactionwill be
provided. For further information about the transaction please log in to Securus Online to view
your account.

10. OTHER OPERATIONAL NOTIFICATIONS
10.1 If you are registered to receive one or more of the above text notifications, we may from
time to time send other operational messages about your account to your registered mobile
phone.

11. GENERAL PROVISIONS
11.1 Sometimes repairs, updates, and routine maintenance on our systems and those of our
suppliers may mean that text notifications may be unavailable from time to time. We will not be
liable if text notifications and alerts are unavailable at any time for reasons that we cannot
control or if you do not receive text notifications or alerts for reasons within your control, i.e.,
your phone being switched off, there is no network coverage, or you change your mobile phone
number.
11.2 You are responsible for making sure no one has access to confidential information shown
on (or stored in) your mobile phone. If your phone is lost or stolen, or if you change your number
or mobile phone carrier, it is your responsibility to ask us to suspend your text notifications as
soon as possible. Otherwise we will continue to provide text notifications and alerts to the mobile
number you have registered for the service. We will not be liable if your account information
becomes known to someone because you do not notify us or if the registration information you
gave us is incorrect.
11.3 We may send to you emails from time to time with information about the service explaining
how the service works and any steps that you need to take in relation to the service.

EXHIBIT C

Lee G. Petro
202-230-5857 Direct
202-842-8465 Fax
Lee.Petro@dbr.com
Law Offices

July 18, 2013

1500 K Street N. W.
Suite 1100
Washington, D.C.
20005-1209
(202) 842-8800
(202) 842-8465 fax
www.drinkerbiddle.com

By ECFS
Marlene H. Dortch, Secretary
Federal Communications Commission
445 12th Street, S.W.
Washington, DC 20554

CALIFORNIA

RE:

DELAWARE
ILLINOIS
NEW JERSEY
NEW YORK
PENNSYLVANIA
WASHINGTON D.C.
WISCONSIN

Rates for Interstate Inmate Calling Services
WC Docket No. 12-375

Dear Ms. Dortch:
This submission, filed on behalf of Martha Wright, et al. (the “Petitioners”)
responds to the June 26, 2013 Public Notice requesting additional information regarding
inmate calling service (ICS) contracts between ICS providers and correctional
authorities. 1 Previously, the Petitioners have submitted excerpts from contracts into the
record of this proceeding to demonstrate that the ICS rates charged to inmates and their
families are far in excess of the "just and reasonable" rates required under Section 201 of
the Communications Act.
In the Comments submitted by Global Tel*Link Corporation (“GTL”) on March
25, 2013, reference was made to the negotiation of a new ICS contract for the Florida
Department of Corrections. The Petitioners submitted a request under the Freedom of
Information Act, and received copies of the materials directly from the purchasing
authorities, so it is assumed that the information is accurate.
While the executed contract was not available, the Petitioners were able to obtain
the Intent to Negotiate and the responses from CenturyLink, GTL, and Securus
Technologies. We were also able to obtain the Best and Final Offers from these three
parties, and they are attached as Exhibits A-D.
As reflected therein, the Florida DOC staff recommended that the contract be
awarded to CenturyLink. Noting that Department's commission rate would increase by
approximately 27%, the staff also stated that the cost of a 15-minute call would be
reduced by 25%, which "should lead to increased communication between inmates and
their family and friends which will ultimate help support the Department's Re-Entry
Initiatives." 2

Data On Service Contracts Included In Record Of Inmate Calling Service Rates
Proceeding, Public Notice, DA 13-1446 (rel. June 26, 2013).
1

2

Established 1849

Recommendation of Award, Memorandum, dated June 24, 2013.

Marlene H. Dortch, Secretary
July 18. 2013
Page 2
In its successful Best and Final Offer, CenturyLink advocated its proposal for a
15-minute blended rate of $0.099 and a commission rate of 62.6%, also noting that it
would not include a per-call surcharge. 3 Instead, CenturyLink asserted that the lower
phone rate, with no surcharge, would result in inmates "make[ing] more frequent calls
and connections ...[which]...has the added benefit of providing more overall commission
revenue." 4
In Securus’ BAFO, it proposed a 15-minute blended rate of $o.095 and a
commission rate of 46%, stating that Florida DOC's "requirement for both low rates and
high commissions" will lead to a "thirty percent (30%) increase in inmate calling." 5
Securus made this assertion “based upon our experience with similar rate reductions.”
Finally, GTL agreed with the other two bidders that the lower rates would lead to
higher call volume, stating that the increased call volume resulting from their proposal
would lead to a growth in the commission paid to Florida of "85% more than you are
being paid under the current contract," even though GTL's proposal "represents a 24%
discount" as compared to the current rate, and a 41% increase in the annual
commission. 6
Thus, the recent statements of CenturyLink, GTL and Securus demonstrate that a
lower ICS rate will lead to higher call volumes, and a commission of 50% or more can
still be paid to the correctional authority. Each tout their low rate/high commission rate
proposals as delivering higher call volumes and higher revenues for the Florida DOC.
Their blended 15-minute rate was less than $0.10 per minute, and each proposed to pay
an annual commission in excess of 46%.
They did so, despite the fact that Securus proposed to throw in a prescription
plan for inmates and Department employees, and various other security services for free.
GTL volunteered to pay an additional $100,000 per year for a "Technology Fund", along
with a cell phone detection system, an inmate voicemail system, and a voice biometric
system, again, at no additional cost. Finally, CenturyLink offered up 10 additional
"value-added functionality" programs at no additional charge.
These responses should put to rest any possible argument that adoption of a
benchmark ICS rate will eviscerate the ability of ICS providers to deliver ICS telephone
service, and undermine the positions taken by the various jail and sheriff organizations
which have posited that a low ICS rate will cause widespread security issues.
Embarq Payphone Services, Inc. dba CenturyLink Best and Final Offer, dated June 18,
2013, pgs 2-3.

3

4

Id., pg. 3.

Letter of Robert E. Pickens, Chief Operating Officer, Securus Technologies, dated June
18, 2013.

5

6

Global Tel*Link Corporation Best and Final Offer, dated June 18, 2013, pg. 2.

Marlene H. Dortch, Secretary
July 18. 2013
Page 3
Simply put, if these companies are willing to accept a requirement that their rate
for a 15-minute call must not exceed $2.10, and each of the involved parties cite to the
low rate as an incentive for higher call volumes and higher commissions to be paid to the
correctional facilities, and each company is still able to throw in a variety of “value-added
services” for free (e.g., a no-cost prescription plan!), there can be no further debate that
the Petitioners’ proposal should be rejected. In their own words, three of the top ICS
providers have supported the arguments made by the Petitioners for the past 10 years,
and the FCC must take these statements by the ICS providers to heart when reaching a
decision on the Petitioners’ proposal.
There are two other points raised from reviewing these BAFO's that require
discussion, namely the advocacy for debit calling, and the length of the contract in
question. 7 In their BAFOs, both Securus and GTL discuss the benefits of debit calling.
Securus advocates the use of ICS debit service, stating:
This new calling method will result in increased call volume and
additional commission dollars. DOCs across the country have
implemented inmate debit and have found that the increased call volume
has resulted in more friends and family communication between inmates
and outside parties. 8
In addition, GTL states that:
A large DOC with nearly 50,000 inmates experienced a doubling of call
volumes since the implementation of an integrated debit calling option,
which generated additional commissionable revenue while providing
inmates another option for communication at affordable rates.
Roughly half of all telephone numbers in the United States, including
almost all cell phone numbers, are restricted from receiving traditional
collect calls. Prepaid calling options including debit calling overcome this
limitation; enabling the completion of many more, otherwise approved,
inmate calls. Debit calls are subject to the same ITS call restrictions and
security functions as collect calls.

Another point is the willingness of the ICS providers to highlight and advocate new and
innovative ways to charge inmates and their families. (“This new service can provide the
Department with additional revenues through new commissions as well as positively contribute to
the Department goal of reducing recidivism.” Securus BAFO, pg. 8) (“Services such as inmate
phones, commissary, and inmate deposits have helped to defray costs, but until now, there has
not been an effective system to generate revenue from inmate visitation. GTL’s VVS Solution can
optionally generate revenue, for example, by charging for additional visits.” GTL BAFO, pg. 6
(emphasis in original)).
7

8

Securus BAFO, pg. 23.

Marlene H. Dortch, Secretary
July 18. 2013
Page 4
When GTL implements fully integrated debit the result is usually a
substantial increase in call volumes and commission revenues for the
facility. 9
These statements offer further support for the adoption of an ICS debit calling option,
and also provide additional evidence of the ICS providers’ experience that debit calling is
both affordable, and can be offered in accordance with all security needs.
Finally, with respect to the contract-length question, the Petitioners have
proposed a "fresh look" period for existing contracts to come into compliance with the
proposed benchmark ICS rate. The ICS providers have opposed this proposal, with one
stating that the average length of contract is four to five years. 10 However, as noted in
the BAFO's, the Florida DOC contract is to run for a period of ten years.
This is a prime example of why the FCC must adopt a "fresh look" period. It is
inconceivable that the FCC could permit a 10-year agreement to run, while new
agreements are required to comply with the proposed benchmark ICS rate. The disparity
in the application of the new rule would be ripe for abuse, as every current party to a
contract took steps to extend, renew, restate, or use some other mechanism to
perpetuate high ICS rates and ancillary fees. Therefore, the FCC must adopt a fresh look
period when adopting the proposed benchmark rate.
Should there be any questions regarding this submission, please contact
undersigned counsel.
Respectfully submitted,

Lee G. Petro
DRINKER BIDDLE & REATH LLP
1500 K Street N.W., Suite 1100
Washington, DC 20005-1209
202-230-5857 – Telephone
202-842-8465 - Telecopier
Counsel for Martha Wright, et al.
Attachments

9

GTL BAFO, pgs. 20-21.

10

Comments of Securus Technologies, pg. 8.

EXHIBIT A

EXHIBIT B

5454 W. 110th Street, 3rd Floor
Overland Park, KS 66211
June 18, 2013
Julyn Hussey, Procurement Manager
Cc: Kelly Wright, Purchasing Analyst
Florida Department of Corrections
Bureau of Procurement and Supply
501 South Calhoun Street
Tallahassee, FL 32399-2500
Re: Request for Best and Final Offer, ITN # 12-DC-8396
Dear Ms. Hussey,
On behalf of our entire account management and service teams, thank you for this opportunity to
provide a Best and Final Offer to the Florida Department of Corrections.
As shown in our response, CenturyLink is able to provide all the additional negotiated services at
affordable pricing. In addition, our network capabilities and existing presence in Florida would enable
us to provide all these capabilities with the highest service standards – to the Department, its inmates,
and their family members.
If you have any questions please contact me at the number below, or Vicki Johnson at 888.375.7318 or
850.212.8880. Thank you again and we look forward to hearing from you.

Sincerely,

Paul Cooper
General Manager
CenturyLink Correctional Markets
913.345.6002
paul.n.cooper@centurylink.com

State of Florida
Department of Corrections

REQUEST FOR BEST AND FINAL OFFERS (RBAFO)
FOR
STATEWIDE INMATE TELEPHONE SERVICES
In Reference To
INVITATION TO NEGOTIATE
ITN # 12-DC-8396

RELEASED ON
June 14, 2013
Responses to RBAFO Due By
Close of Business (5:00 p.m. ET) Tuesday, June 18, 2013
BY THE
DEPARTMENT OF CORRECTIONS
BUREAU OF PROCUREMENT AND SUPPLY
501 SOUTH CALHOUN STREET
TALLAHASSEE, FLORIDA 32399-2500
(850) 717-3679
FAX (850) 488-7189

RBAFO

Page 2 of 35

ITN 07-DC-7904

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

The Florida Department of Corrections has issued this
REQUEST FOR BEST AND FINAL OFFER (RBAFO)
For
STATEWIDE INMATE TELEPHONE SERVICES
This is the Request for Best and Final Offer (RBAFO) in response to negotiations with three (3) respondents to the
Department’s ITN# 12-DC-8396. This RBAFO contains Pricing, Additional Negotiated Services, and Value Added Services as
discussed during negotiation and outlined below. The other specifications of the original ITN, unless modified in the RBAFO,
remain in effect. Respondents are cautioned to clearly read the entire RBAFO for all revisions and changes to the original ITN
and any addenda to specifications, which are incorporated herein and made part of this RBAFO document.
Unless otherwise modified in this Request for Best and Final Offer, the initial requirements as set forth in the Department’s
Invitation to Negotiate document and any addenda issued thereto have not been revised and remain as previously indicated.
Additionally, to the extent that portions of the ITN have not been revised or changed, the previous reply / initial reply provided
to the Department will remain in effect.
CenturyLink has read and understands these requirements.

A.

PRICING
The Respondent shall provide their Best and Final Offer for rates on the below Cost Proposal Table. Costs should be
submitted with the most favorable terms the Respondent can offer.
NOTE: Blended Telephone Rates for family and friends shall not exceed two dollars and ten cents ($2.10) for a
fifteen (15) minute call.
The Department is seeking pricing that will provide the best value to the State. The Department desires that the
resultant contract generates the highest percentage of revenue for the state and the lowest possible telephone call
rate charges for inmate families and friends.

COST PROPOSAL

Department
Commission %
Rate Proposed
Blended
Telephone Rate
for All Calls*
(inclusive of
surcharges)

INITIAL
Contract
Term
5 years

ONE
Year
Renewal

TWO
Year
Renewal

THREE
Year
Renewal

FOUR
Year
Renewal

FIVE
Year
Renewal

62.6%

63.6%

63.6%

64.1%

64.1%

64.1%

$.099

$.099

$.099

$.099

$.099

$.099

CenturyLink’s offered calling and commission rates are meant to best balance calling rates with
commission revenue to the State. We also add that the blended rate offered above does NOT utilize a
per-call surcharge – i.e. CenturyLink would charge end-users $0.099 per minute, without a per-call

Request for Best & Final Offer

Page 3 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

surcharge. This constitutes a significant decrease in end-user rates while providing a substantially higher
commission to the State.
While including a per-call surcharge could decrease our reported blended rate (by spreading the
surcharge over the maximum call length of 15 minutes/call, rather than actual call length), CenturyLink
advocates this rate structure for the Department:



The issue of refund disputes is eliminated – e.g. if a family member accidentally hook-flashes
during a call – because called parties pay only for the minutes they use.



Inmates make more frequent calls and connections with family members, since a short call is
less expensive. Our experience in other States shows that this more frequent calling has the
added benefit of providing more overall commission revenue.

Further, CenturyLink reaffirms that the commission percentage above will be paid on all call charges
from all phones – both inmate and coin-operated – and that commission payments will be audited biannually by a certified public accounting firm.
Finally, we ask for special consideration of CenturyLink’s revenue performance vs. other
providers as presented in our ITN response and negotiation session. CenturyLink’s billing
& customer service program consistently completes more calls and generates 25% or
more commissionable revenue than other providers, in addition to providing
fundamentally better service to end-users.

B.

ADDITIONAL NEGOTIATED SERVICES
The Department is interested in the following services that were addressed during negotiations:
The Respondent shall provide a detailed description of each of the below services, systems and/or equipment
functionality, in narrative form. If included in the Contractor’s BAFO and all, or a portion of, are accepted by the
Department, these services shall be provided as part of the contracted service, and at the rates shown in the Cost
Proposal (see Attachment 1) submitted in the respondent’s BAFO.
CenturyLink has read, agrees, and will comply. Our solutions for each of the additional services
requested are industry-leading, and meet or exceed the Department’s requirements. Detailed
descriptions are provided below under each service.


Investigative functions : An Investigative tool with the ability to import external sources of data and at
least one (1) dedicated staff person to assist with analyzing investigative data;
CenturyLink is able to provide to the Department. These functions are a standard feature of
our proposed system, and we are able to provide dedicated staff with minimal impact to our
financial offer as shown in Attachment 1.
Specifically addressing staffing, our proposal includes one (1) qualified full-time staff
member, with competitive salary and benefits, f that is 100% dedicated to investigation
work, as well as an in-state Program Manager with investigations as a primary function.
Additional personnel are of course available to the Department if needed.

Request for Best & Final Offer

Page 4 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

The Enforcer platform is equipped with an import utility that will accept & import data from
external sources. This import utility\application will accept data in any pre-defined format
and the application will normalize the data into XML format prior to updating the
centralized database. Both the source file and the normalized XML file will be stored and
achieved to audit data integrity.

CenturyLink will collaborate with the Department to customize the link analysis and
resulting reporting on our dedicated platform.
Custom query analysis
Through custom query analysis, users are able to define patterns and criteria that are
suspicious and require follow-up by Department or CenturyLink investigations staff.
Suspicious calls may be notated in the system and/or marked for follow-up by another
investigator, or marked for personnel to listen to directly for further analysis.
Because CenturyLink would implement a system dedicated to FL DOC, custom queries and
reports are able to be developed in an accelerated timeframe, with criteria and screens
customized to the Department’s business rules.

Request for Best & Final Offer

Page 5 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Listening queue
Once calls are identified as suspicious and needing further review, the Enforcer’s Listen
Queue tool helps Investigations manage case activities. Depending on the Department’s
rules, authorized listeners can choose calls randomly or be ‘forced’ to listen to identified
calls in order, then include notes and follow-up. All functions are tracked for management
review.

Listening productivity is also enhanced by the Enforcer’s Enhanced Call Player, which allows
users to isolate portions of the call, skip, or speed up playback (note human speech can be
sped up approximately 130% without loss of understanding). In this way a 15 minute phone
call can be reviewed and notated in as little as 3 or 4 minutes.

Request for Best & Final Offer

Page 6 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013



Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Forensic extraction options: Minimum of six (6) Universal Forensic Extraction Devices (Cellbrite or
equivalent); and off site examination of data - maintaining a defendable chain of custody;
CenturyLink is able to provide to the Department the required number units, along with offsite examination of data. More units are available by negotiation.
CenturyLink offers Cellebrite’s UFED Ultimate all-in-one mobile
forensic solution. UFED Ultimate performs physical, logical, and file
system extractions of cell phones – performing a complete data
extraction of existing, hidden, and deleted phone data, including call
history, text messages, contacts, email, chat, media files, geotags,
passwords, and more. UFED Ultimate will the Department
unparalleled access to investigative cellular data.
Ultimate also includes UFED Physical Analyzer, the most powerful and feature-rich mobile
forensics tool in the industry. UFED Physical Analyzer highlights the most critical
components of an extracted phone’s memory data, making navigating through the data
easier and more flexible than ever. Users can generate reports, print them, and/or save
them to their computer in PDF, HTML, XLS, and XML formats.
Each Cellebrite unit will be coupled with a dedicated computer configured with a shared
drive and interfaced with the CenturyLink secure network. The authorized Cellebrite user
would utilize the export utilities inbedded in the device to transfer an image of the extracted
extracted cell phone data to the shared drive. This data image will be hashed to ensure its
integrity and support downstrean data authentication. Additionally, the Cellebrite utility
will export the extracted data in XML format and move to the shared drive on the computer.
CenturyLink will configure its centralized platform to query these shared drives every 15
minutes and automatically transfer the data image and XML files to the centralized secure
data repository.
Extracted data can subsequently be merged with the calling data from the inmate calling
platform and utilized to generate activity activity leveraging link analysis tools.

Request for Best & Final Offer

Page 7 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013



Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Video visitation: Pilot program at five (5) facilities, identified by the Department, with an option for
statewide implementation, at the Department’s discretion.
CenturyLink is able to provide to the Department. The industry-leading video visitation
program offered is available to be deployed without impact to our financial offer for inmate
calling services and in fact provides an additional revenue source for the State.
CenturyLink, along with partner HomeWAV, is pleased to offer the HomeWAV Web Access
Visitation System to the Department. The System basically works like the inmate telephone
system. The inmate visitation stations are installed in facility dayrooms or other locations,
often near inmate pay phones, for convenient inmate access. Also, as described below, the
System employs a dynamic, immediate scheduling approach that avoids the need for facility
personnel involvement in "schedule in advance" programs utilized by other video visitation
system. This approach avoids the costs and logistical problems and frustration encountered
reacting to daily facility operations (lockdowns, transportation, etc.) with visitation systems
that require advance visitation scheduling.
The System will make use of the existing wiring, cabling and video visitation stations
currently located in the facility to the extent possible. At least one of the existing video
visitation stations in each dorm, pod, or room will be left in service until the System is
installed and accepted by the Department. This avoids any interruption in video visitation
while installation is underway.
System Description
The System is comprised of off-the-shelf hardware consisting of visitation stations, signal
converters and servers as required. The visitation station contains the processor, monitor,
camera, and handset; the physical dimensions are 26” width, 18 ½” high, and 6” deep.
The System’s unique, patent pending software allows inmates to initiate video visits, on the
inmate visitation stations, direct with approved visitors. No Facility personnel are required in
order to schedule or to connect an inmate’s video visit with his pre-approved visitor. No
other Internet based video visitation system offers this significant cost saving solution. The
System essentially works just like the Facility’s inmate pay phones.
The System does not require a minimum call length or require a connection fee. The System
supports call lengths from one minute to the maximum set by the Facility in one minute
increments, charges in one minute increments, and allows visitors to buy minutes in one
minute increments. Additionally, the System allows inmates and visitors to send one minute
video messages that the receiver can view the next time they accesses the System. If
desired, these instant video messages may be used to communicate convenient times for a
visit between the inmate and visitor.
The System provides for positive identification of inmate and visitor with unique personal
identification numbers, and can record all visitation events simultaneously.
Visitors do not need to purchase any proprietary hardware or software in order to use the
System from their home computers; all that is needed is a computer with high speed
Internet access, Adobe Flash Player, a web camera, microphone and speakers. Visitors can
also connect with an Android or Apple smart phone with dual cameras for remote visitation.
The System allows every station to be used simultaneously. The number of approved visitors
who take part in on-site video visits can be set at any number the Facility determines; the
System does not limit the number of approved visitors who take part in off-site video visits.

Request for Best & Final Offer

Page 8 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

In addition, the System has comprehensive visitation reporting capabilities with user friendly
filtering options.
Visitors and inmates are notified in both English and Spanish that their visit is being
monitored and recorded
The System is permissions-based to allow the Department to assign different levels of access
to allow individual users access to different privileges in the System
The System provides for visitation recording with the following capabilities:
 Automated management capabilities.
 Recordings stored in Cloud-Based off-site storage servers for sixty days from the date
visits take place.
 Method to determine if information was altered.
 Form of a digital file.
 Accessible via a web portal.
 Can be sorted and are searchable.
 Can be downloaded for review and can be saved to a hard drive.
 Access to recordings and logging is permissions based.
 Recordings are date and time stamped.
 Recordings have archiving capabilities.
Administrative/ Control Station
The Administrative Station is connected to high speed Internet access and will allow
designated facility personnel to monitor, record, and interrupt visits, and to perform other
functions as described herein. The Administrative software has the following capabilities:








Terminate any or all video visitation conferences at will.
Interrupt a video visitation conference while in progress.
Monitor any video visit in progress, without knowledge of the participants.
Allow inmate to re-connect an interrupted video conference call for the unused
remaining predetermined time.
Adjust the pre-determined visitation time and length of any or all video visits, before or
during the visit.
Provide a graphical representation for the different status of all video visitation
stations.
Control remote connectivity within the facility.

Additionally, the System has a Dashboard for visitation management purposes with the
following capabilities:





Request for Best & Final Offer

Set up visitations designated by user type (standard or professional) with preset
conditions
User type visitation information can be displayed
Set a time duration for visitations that will automatically end after the designated time
Blind monitor non-confidential visits; participants aren’t aware of monitoring

Page 9 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Training
On-site training will be provided to facility personnel to ensure they have the skills to run
and administer the system. The first session will be prior to the System turn-over, the
second session at turn-over, and the third just after turn-over. All training will be
coordinated with the Department. Instruction will not begin until the System is installed
and ready for use.
The training sessions cover system concepts and the control console operation in detail,
stressing all important operational and service diagnostic information necessary for
maintenance and operational personnel to efficiently use and maintain the System.
CenturyLink will provide copies of the operator’s manual, which is written in laymen’s
language, and describes all control panel icon operations, graphic symbol definitions, and a
complete explanation of all software and functions. Video training materials will also be
provided.
Technical Support
HomeWAV has a toll-free telephone technical support center that provides technical
support to their customers. The technical support center is staffed with trained and
certified video technicians that can assist staff and visitors in the use and problem resolution
of the System.
The same CenturyLink’s field technicians servicing the inmate telephone system would also
carry spare parts and be certified for repair of the video visitation system. This minimizes
response times and disruptions to Department facilities.
Inmate Operation of the HomeWAV System
1. Go to any available inmate station
2. Press any button on keypad to wake up the station

Request for Best & Final Offer

Page 10 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

3. Using the keypad; enter your Inmate ID number, then Press * (asterisk symbol)
4. Enter PIN number; Press * (asterisk symbol)
5. System displays “Accepted” or “Invalid PIN Number”

6. If accepted, the screen displays the list of registered visitors.
7. Available visitors will display a green ball; Unavailable visitors will display a red ball

Select a Visitor:
1. Select the desired available visitor by pressing the visitor's number on the keypad
2. System will automatically place the video call to selected visitor:



The visitor must accept the incoming call.
30 seconds after the call is accepted, the billing starts.

3. Billing stops when call is terminated by the visitor, terminated by the inmate using the
* key automatically disconnected by default visit time length, when available minutes
run out or are terminated by the facility.
Initiating a session is that simple. When combined with our no-minimum, per-minute
billing per session the issues inherent with traditional scheduled visitation systems –
refund requests, complaints, re-schedules, etc. – are all but eliminated.

Request for Best & Final Offer

Page 11 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Security Administration Capabilities Overview:
Initially, Home WAV provides the Facility Administrator a User Name and Password with all
permissions allowed. During training and installation, a CenturyLink or Department
Administrator can then set up operators with different sets of permissions based on the
operator’s requirements.
Department of Corrections Tab

\








Request for Best & Final Offer

Can view facility settings
Can disable all calls for an facility
Can edit maximum call length
Can view all operators in the system
Can create new facility administrator
Can delete a facility administrator
Can make changes to a facility administrator

Page 12 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Inmates and Visitors Tab









Can view all inmates in the system
Can disable an inmate from logging in and making calls
Can reset an inmate's login PIN
Can toggle recording on inmate calls
Can view all visitors registered to the facility
Can approve/disapprove a visitor
Can view individual visitor details

Request for Best & Final Offer

Page 13 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Video Playback Tab







Can playback previously recorded calls
Can download a previously recorded call
Can playback previously recorded video messages
Can quarantine a video message
Can refund a call

Usage Tab




Request for Best & Final Offer

Can monitor active calls
Can view facility usage by day/monthy/year
Can disconnect an active call
Page 14 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013



Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Free Calls: In 5, 10 and 15 minute increments. Calls will be authorized at the Department’s discretion.
CenturyLink is able to provide to the Department, and without impact to our financial offer.
As discussed during our negotiation with the Department, free calls are easily configured
within the system – either manually from the inmate screen or through an automated
interface from the Offender Management System.
Calls to DOC-designated information, informant, or other lines are easily configurable as free
to authorized users.

In addition, specified numbers of free calls for designated inmates – e.g. as a reward system
as discussed during negotiation – are also able to be designated by authorized users. The
number of free calls, in addition to their duration, are configurable by inmate as shown on
the screen shot below.

Request for Best & Final Offer

Page 15 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Again the scope of free calls discussed with the Department are such that CenturyLink is
able to provide without requiring increased calling rates or decreased commissions. In
summary, calls to Department-designated numbers such as the PREA line, an investigator,
automated information, etc. are always free and provided without any impact to our
financial offer. Free calls for specified inmates as discussed during negotiation will also be
made available to the Department without impact to our financial offer.



Cell phone detection: Minimum of 15 detection units (cellsense or equivalent).
CenturyLink is able to provide and exceed the minimum number of units requested through
partner MetraSens, maker of the CellSense product. Our ‘base’ offer described in
Attachment 1 includes twenty (20) units with a very modest
impact to commission, with additional units available by
negotiation.
CellSense, by MetraSens, is a proven system for detecting the
presence of cell phones in or on the body, even if the phone is
switched off. Operational prison deployments have
demonstrated it to be reliable, accurate and effective. It has the
advantage of also detecting other contraband items such as
shanks, knives and small blades.
Rapid and un-announced deployment and the ability to scan up
to 40 individuals per minute means that it is clearly the most cost
effective and flexible cell phone detector available worldwide. It
can even be deployed covertly since it has the ability to scan
through brick, wooden, or plasterboard walls.
CellSense is designed to detect moving “ferromagnetic” objects
and will not false alarm on static metal items, no matter how
close. CellSense has the portability of a wand and the full body

Request for Best & Final Offer

Page 16 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

scanning convenience of an archway metal detector. The unit can scan 40 individuals per
minute without contact or intrusion which makes it the most cost effective cell phone
detection system of its kind.



Interactive Voice Response (IVR) scheduling: appointments, grievances etc.
CenturyLink is able to provide to the Department. These functions are a standard feature of
our proposed system, and we are able to offer them without impact to our financial offer.
Scheduling
Through standard IVR data entry and response technology, the Enforcer can be used to
deliver medical or other appointment information to and from inmates. This provides an
automated means for inmates to request appointments and receive responses, all in a
single, trackable system. The system’s voice messaging module can also be used, for
example, for inmates to describe symptoms to medical staff.
This improves the efficiency by reducing labor costs as information passing move away from
traditional paper ordering as staff spends less time collecting and processing medical forms.
Implementation will be custom-designed for FL DOC’s needs, with screens and/or search
criteria developed on CenturyLink’s FL DOC-dedicated platform for its use.
Staff is able to respond by voice (through staff-to-inmate voicemail) or through text
(through the Enforcer’s imbedded text-to-speech converter). Regardless of the method, all
communications are recorded and auditable.

Request for Best & Final Offer

Page 17 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Other Information sharing: Inmate Information Line / ”Message of the Day”
Both functions are already in place at the Nevada DOC.
The Inmate Information Line allows inmates to check information such as release dates,
account balances, and other simple information through straightforward prompts within the
ITS. Velocity restrictions can also be placed so that inmates are able to call into the IVR no
more than once or twice a day.
Using a voice messaging system Facility staff can create a “Message of the Day” that is
delivered to inmates via inmate phone during a specified time period. Facility staff can type
the message into the ITS, and the message is translated to a voice recording using text-tospeech technology; or staff can use traditional voice recording to record their message. They
then enter the time window (start/stop dates and times) during which the message will be
played to inmates. Any time an inmate picks up any inmate phone during the designated
timeframe, they will hear the Message of the Day before call connection. When the message
expires, it is no longer played to inmates, with no further action necessary from Facility staff.
Individual facilities can use the Message of the Day feature to share information with
inmates facility-wide. Additionally, with proper authorization CenturyLink or Department
Request for Best & Final Offer

Page 18 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

staff can create messages to inform inmates of new product rollouts, Facility-approved rate
modifications, or other changes to inmate calling services.
Grievances – 100% paperless reporting
Our grievance reporting process can supplement the Department’s existing grievance
reporting process. With our paperless telephone process, inmates can file grievances, make
PREA or crime tip reports, or even file complaints about the Inmate Telephone System – all
using secure voice mailboxes on any standard inmate telephone.
Depending upon the type of inmate report, the appropriate Facility staff will be
automatically notified when an inmate files a new grievance. Using text-to-speech
technology or traditional voice messaging as described, staff can respond to inmate reports
via the ITS, and the response will be delivered to a secure voice mailbox for inmate retrieval.
All grievances and responses are tracked and can be provided through a custom-developed
report for the Department.

CenturyLink is able to provide these additional services over the ITS due to its position as a
network provider, which in turns allows us to “over-provision” the extra bandwidth
needed to handle these types of transactions. In addition, by moving these simple highvolume transactions from the kiosks to the inmate phones, kiosks are freed-up for other
transactions



Continuous Voice Biometrics
CenturyLink is able to provide to the Department. Industry-leading voice biometric
technology has already been integrated into our proposed Enforcer inmate telephone
system platform. Because this technology involves 3rd-party royalty costs, deployment does
impact our financial offer as described in Attachment 1.
The Investigator
CenturyLink has partnered with JLG Technologies, LLC to offer the most advanced voice
biometrics software available in the corrections market today. The Investigator
incorporates technology developed for the United States Department of Defense for its own
voice security and detection applications. CenturyLink has had the Investigator deployed
for over 5 years and is the only provider to have continuous voice biometrics deployed in a
state DOC. We invite the Department to contact the Nevada and/or New Hampshire
DOCs to discuss how The Investigator has positively impacted those agencies.
Advanced voice biometric technology automatically detects and marks suspicious activity
Suspicious Call Finder
Conventional voice verification systems – where inmates’ voice prints are verified before the
call starts but not after – have two major limitations: first, they do not detect inmates

Request for Best & Final Offer

Page 19 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

handing the phone to another inmate after validation, and second, in the case of a
verification failure, they only record the event.
The Investigator’s Suspicious Call Finder module eliminates these limitations and provides
analysis of inmate voices throughout the entire call; in addition, it provides the key piece of
information correctional facilities value: the probable identities of imposters. When a call is
completed, the Investigator goes to work uses specialized hardware and software to
perform the billions of mathematical computations necessary to intelligently compare
previously enrolled inmate voice models against the voices on the call, determining the
highly probable identities of imposters.
Pre-Call Imposter Detection
The Investigator Pre-Call Imposter Detection module provides pre-call imposter screening.
When an inmate initiates a call attempt, the Pre-Call Imposter Detection module compares
likely imposters against the voice being provided at the time of the call initiation. Instead of
the conventional approach of comparing the inmate voice against a previously recorded
sample of the inmate voice, it utilizes its imposter detection system to see if an imposter is
trying to make the call and alerts the facility of which inmate imposter is trying to defeat the
system.
Voice-Biometrics Enhanced Link Analysis
The Investigators QuickFind tool results take into account all the intelligence the system has
acquired and returns it in easy to understand statements. Each statement represents types
of calls the inmate has made or information that associates that inmate with other inmates
and their outside called parties.
Categories of calls the investigator can quickly search on are:
 Completed calls made by that inmate PIN
 Any calls where a 3 way call has been detected (a means to hide contact with an
unknown called party)
 Calls when the inmate used another inmate PIN (an attempt to hide the inmate
identity)
 Calls made where other inmates have used this inmate’s PIN (an attempt to hide
their identity)

Request for Best & Final Offer

Page 20 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Other Investigator System Reports
The Investigator features a number of different system reports that assists the facility
investigator in focusing the attention on the most valuable calls to investigate. For
investigators, the reports include: enrollment reports, pre-call imposter reports, high-value
target calls for review, high-interest-group activity, and a variety of other reports that show
frequent abusers of accounts, accounts being abused, and involved called parties. For
leadership, the Investigator includes Management Reports to track product usage, ensure
user accountability, and provide instant access to any case or inmate-sensitive call activity.
For brevity, a small sample of these reports and search screens are provided below.
Investigators are able to quickly search for all calls with suspected of PIN abuse, by calls
using a specific inmate’s voice, or any other number of search criteria

A sampling of the structure of High Interest Groups (HIGs) in the Investigator Pro system

Request for Best & Final Offer

Page 21 of 35

ITN#12-DC-8396

Built into the Investigator Pro system is the ability to record, track, analyze and

Embarq Payphone Services, Inc.make
dbasense
CenturyLink
Victoria Johnson
of inmates “of high interest” to officr s from a var i etPrimary
y of agenc i Contact:
es .
High
Interest
Groups,
or
HIGs
(as
they
are
referred
to
within
the
system),
can
Submitted: June 18, 2013
victoria.l.johnson @centurylink.com | 850.212.8880
include gangs and other security threat groups, introductions of contraband,
parolees, escape risks, andeother categories. One of the unique capabilities of the
management team is to defin the at tri but es , or parameters, of these groups. Below
is a sample listing of High Interest Groups and parameters that are fully editable by
the management team.

High Interest Group:
Parameter:

High Profil
Reason [text]

Parameter:

Parole
Name [text]

A sampling of the structure of High Interest Groups, or HIG’s, in the Investigator
e Pro system.

©2011 JLG Technologies, LLC. All Rights Reserved. Patents Pending.

High Interest
e Group:

*** Confidnt i al ***

Automatic reporting on High Target Calls for Review:
Page
e
Page 26
26

*** Confid nt i al ***

Investigator Pro Training Workbook

Management Reporting:

Request for Best & Final Offer

Page 22 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013



Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Inmate voice mail: Maximum of thirty (30) seconds for friends, family and staff
CenturyLink is able to provide to the Department. Note that voice mails sent from staff to
inmates are always provided at no cost or impact to our financial offer; in addition, voice
mails from friends & family to inmates incur a modest fee that is fully commissionable to the
State.
Staff-to-Inmate Messaging
CenturyLink offers an inbound messaging service that allows facility staff and called parties
to leave messages for inmates. Messages may be automatically retrieved by inmates
through the inmate phone system and are available for access by facility personnel for
security purposes, for the entire contract term. Using text-to-speech technology or
traditional voice messaging, facility personnel and called parties can leave messages for
inmates via The Enforcer, and the response will be delivered to a secure voice mailbox for
inmate retrieval.
To create a message using text-to-speech technology, authorized facility personnel may
simply log in to the system and type the desired message in the field provided and select the
recipient, as shown in the screen below. Users have the option to send a message to an
individual inmate, multiple inmates or the entire facility.

Inmate Messaging interface
Inmate messaging services are fully integrated with TheEnforcer. A call detail record and
recording will be recorded for each voicemail message and associated with the inmate’s PIN.
The advantage of hosting these voicemail boxes on the system is that each message will be
attached to a complete CDR showing exactly what phone left the message, at what time,
and the system user logs will track and time-stamp when each message is played back and
by what user. Investigators can also use the Add Notes tools to notes for each call when
they followed up on it, what they did etc. These notes will also be time-stamped and saved.
The State will therefore have a complete and completely verifiable track record for
investigations.

Request for Best & Final Offer

Page 23 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Family-to-Inmate Voicemail
The ENFORCER can also accommodate messages left by called parties. The voicemail system
requires the outside party to have an established PrePaid Collect account prior to accessing
the system. The outside party would access the voicemail system by dialing the published
toll-free number. Once connected to the voicemail platform, the outside party will be
prompted to enter their PrePaid Collect account information to confirm availability of funds.
If funds are available, the system will prompt the user to enter the inmate ID, or enter the
first 3 letters of the inmate’s last name to retrieve an inmate listing. The user will select an
inmate from the listing and will be able to record a 30-second message.
Below is a sample call flow of the inmate messaging system.

Inmate Messaging Call Flow

Request for Best & Final Offer

Page 24 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013



Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Ability to search calls by keywords.
CenturyLink is able to provide to the Department. To meet this requirement, Century Link
will deploy keyword search from Nexidia™-- a state-of-the-art phoneme-recognition
technology. This technology is vastly superior to traditional speech-to-text transcriptionand-spotting programs because it identifies utterance patterns rather than specified words.
As a result is widely deployed in banking and stock trading, in addition to correctional
environments.

Features of the Nexidia key word search tool include:


Phoneme based search: Reduces words to sounds of spoken language. Enables the
software to match utterances – even those with an accent – with keywords (even if misspelled in the search database).



Nested Queries: Many searches (i.e. calls where the word “dope” is used) will return
more calls than an investigator has time to listen to. Nested queries allow you to run a
search, then search again within the results (i.e. first search for “dope” then search
within results for “soon,” or “get.”)



Structured Queries: The meaning of many words or phrases depends on context.
Nexidia allows you to run structured queries using and/or statements to quickly identify
only those calls where a word is used in a particular way. For instance you could search
for “Don’t + tell,” or “Beat-down + saw or heard.”

These capabilities are fully integrated into the Enforcer WordFinder Tool to simply searches
using user-defined criteria:

Request for Best & Final Offer

Page 25 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013



Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Capability to capture inmate to inmate telephone communications
CenturyLink is able to provide to the Department. Through our partnership with JLG
Technologies CenturyLink offers this capability to the Department at no cost or impact to
rates or commissions.
JLG Technologies developed ICER (short for Inmate Inter-Communication Evaluation and
Reporting) to assist correctional agencies in the discovery and identification of phone calls
where inmates are talking to other inmates — whether between pods or between facilities,
typically through an accomplice or through some form of outside-facility call conferencing
mechanism. When such calls happen with the use of the inmate telephone system, these
calls are known as incidents of Inmate-to-Inmate Communication — or “ITIC events” for
short.
ICER’s sole purpose is to analyze, and thus uncover, links. ICER accomplishes this goal in
order to detect these ITIC events.
The impetus for the development of ICER was a state DOC investigator who had randomly
discovered an ITIC event. Two of the agency’s inmates were communicating between
facilities through an outside third party. The correctional administration had intentionally
housed the two inmates in separate facilities for security reasons, in an effort to prevent
them from communicating with each other. Each inmate had dialed a different phone
number in a different state and the third parties bridged the callers together through a lowcost, off-the-shelf call conferencing system.
A noteworthy aspect of this case was that the call bridging was not performed via a 3-Way
call. As a result, no form of 3-Way call detection system would have detected the bridging of
these calls.
The most significant call bridging event uncovered during the evaluation period involved a
series of calls where 5 different inmates from several different facilities had orchestrated a
means to be connected simultaneously by dialing multiple different phone numbers.

Request for Best & Final Offer

Page 26 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

ICER System Description
The JLG Technologies ICER system uses advanced voice analysis technology to generate a
“call signature” — a representation of the call that does not include any of the original audio
— for each completed inmate telephone call. Call signatures are then encrypted and
transmitted to the central data center at JLG Technologies headquarters in Framingham, MA
for analysis. Because none of the original audio is used in a call signature, the ICER system is
in full compliance with the myriad state laws regarding the transmission of call recordings.
Under normal operations, call signatures are created, transmitted and received at the data
center within seconds of each completed call. Upon arrival, the call signature is immediately
analyzed and checked against other call signatures. If an ITIC event is detected, it is logged
in the ICER system database, and investigators from all relevant facilities are alerted through
their Inmate Telephone System.
Due to the CenturyLink Team’s strong existing customer base of Florida County Jails, we are
also able to detect inmate-to-inmate events across different detention facilities.
ICER provides facilities with a detailed report of each detected ITIC event by means of a
graphical user interface (GUI), so the facility can review the phone call involved in the ITIC
event, and take appropriate action.



Location based services of called cell phones.
CenturyLink is able to provide to the Department. Because the service requires payments to
a third party provider, implementation would have a modest impact to our financial offer as
shown in Attachment 1.
CenturyLink will leverage the Switchblade® platform to provide Location Based Services to
the Department. Utilizing a combination of carrier network-based location and GPS, the
Switchblade platform can access the consumer location regardless of carrier or cellular devise
type. These Location Based Services are currently supported by Verizon, ATT, Sprint, T-

Request for Best & Final Offer

Page 27 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Mobile, Cricket, Boost and Virgin Mobile. The service will be expanded to include U.S. Cellular
and MetroPCS later this year.
The capability is straightforward. In conjunction with the call delivery to the cellular device,
the consumer will be prompted to allow the carrier to utilize their location (Opt In) or the call
delivery greeting will be enhanced, based on carrier specifications, to notify the consumer
that acceptance of this call will allow the carrier to identify their location and demand
positive acceptance to proceed. Once positive acceptance is granted by the consumer and
captured by the platform, the call is connected and the latitude/longitude coordinates are
passed to the CenturyLink centralized platform and stored in the database.

Leveraging this expansive Switchblade® platform and the aforementioned operational
process, CenturyLink can establish a “Geo Fence” perimeter around each facility and
generate notifications or alerts to investigators when an inmate call is accepted within the
designated Geo Fence perimeter. CenturyLink will work with the Department to implement
this service so it will not impact operational efficiency or revenue generation while at the
same time delivering the valuable security information to the Department.

In order to provide the best value to the state, the Department reserves the right to accept or reject any or all of the
additional negotiated services.
CenturyLink has read and understands the Department’s right to accept or reject any of the
additional negotiated services.

Request for Best & Final Offer

Page 28 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

C.

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

VALUE-ADDED SERVICES
Value-added services include any services, including additional services that the Contractor offers to provide as part
of the Contract resulting from the ITN that is either not required to be provided in the ITN or RBAFO or clearly
exceeds the minimum requirements of required service. The Respondent shall provide a detailed description of each
value-added service, system and/or equipment functionality, in narrative form. If included in the Contractor’s BAFO
and accepted by the Department, “Valued-Added Services” shall be provided as part of the contracted service at no
additional cost to the Department and with minimal impact to family and friends.
Read, agreed, and will comply. CenturyLink remains committed to providing the value-added
services detailed in section 3.1 of our original response, and reiterates its commitment to provide any of
those services if desired by the Department.
For brevity and to maintain the file size of this document for electronic delivery, we have provided the
summary table of these services contained in our original response. Because some of those services
were requested in this RBAFO, we have added a comment column for notation.
SUMMARY OF VALUE-ADDED FEATURES
Value-Added Functionality – No Cost to the Department, Inmates, or Friends & Family

Feature
(1) Inmate Medical
Scheduling

Benefit


Reduced staff
time

(2) Inmate
Information Line and
“Message of the Day”



Reduced staff
time
Enhanced inmate
welfare

(3) Grievance Hotline



Reduced staff
time

(4) Friend & Family
IVR



Reduced Staff
workload

Request for Best & Final Offer



Description
Inmates can schedule appointments
over the phone using automated
prompts. Inmates select medical
appointment times over the phone
and receive messages back when
times are confirmed.
Inmates are able to track
appointment, parole, court, and
release dates, in addition to
commissary balances and other
routine information.
Should the Department implement
CenturyLink’s PAN Auto-enrollment
process, synergies would allow us to
add a Grievance hotline feature to the
ITS
Routine announcements such as
visiting times, release dates, etc. can
be handled by an IVR, eliminating staff
time required to answer phones.

Page 29 of 35

Comment
Included in section
B – additional
negotiated services

Included in section
B – additional
negotiated services

Included in section
B – additional
negotiated services

Available
throughout the
contract at no cost

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

(5) Emergency AutoDialer




Reduced staff
workload
Better
communications
with inmate
friends &family

(6) Data Detective



Increased
investigative
capabilities

7) PAN AutoEnrollment



Eliminate paper
PAN forms
Ensure
verification of
associated name
and address for
investigative
purposes
Increased staff
efficiency
Potential
reduction of
criminal activity



8) Data Sharing with
Florida Counties




(9) Additional
Investigative
Assistance
(Includes Access to
Additional Reverse
Lookup Databases)

(10) ITS Training
Video







Request for Best & Final Offer

Increased staff
efficiency
Potential
reduction of
criminal activity

Reduced staff
time
Consistent
instructions to
inmates

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

CenturyLink has the capability, on
fairly short notice to generate a calling
campaign to provide general
information to friends and family. For
example, if a disaster at a facility (fire,
flood) that causes the ITS to no longer
function, a automated calling
campaign could provide a status to all
members of an inmate’s PAN
Data Detective works with
CenturyLink’s inmate E-mail and photo
offerings. The system automatically
identifies key words and phrases, and
reports connections with other
inmates and those on the outside.
By augmenting staff to our existing
PAN verification center in Rocky
Mount, NC, CenturyLink offers to take
over the paper-based process
managed by the Department,
providing name and address
information for each PAN prior to
allowing inmate calls to that number
For those counties that share the
same ITS platform as the Department,
mutual arranges could be made to
give investigators from the counties
and the Department mutual authority
to listen to recordings and view data.
As both entities would be using the
same ITS platform, there would be no
additional training required.
Name and address information for all
approved numbers provided in
multiple locations, including simple
“hot-link” from call record reporting
screens.
Exclusive access to Local Exchange
Routing Guide (LERG) – provides
carrier information and subpoena
contacts for phone numbers.
CenturyLink has an in-house video
development group and can produce a
video tailored to the Department on
the features of the ITS, which can be
used at the intake facilities to
familiarize the inmates with the ITS.

Page 30 of 35

Available
throughout the
contract at no cost

Available
throughout the
contract at no cost

Available
throughout the
contract at no cost

Available
throughout the
contract at no cost

Inherent part of
CenturyLink service
program

Available
throughout the
contract at no cost

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013



(11) Phone-Based
Commissary Ordering



Reduced staff
time
Reduced
paperwork

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Should the Department wish to
investigate alternatives to their
existing processes, CenturyLink can
provide detailed information on this
feature.

Available
throughout the
contract at no cost

Commissary items can be ordered and
prepackaged for pickup or delivery.

Value-Added Functionality – No Cost to the Department /
Funded by Fees Inmates or Friends & Family
Feature
(12) Video
Visitation

(13) Inmate
Voicemail

Benefit



Reduced staff time
Vehicle for inmate debit
account refunds



Increased communication
with family
Revenue source



(14) Inmate E-Mail







(15) Inmate
Electronic Photo
Delivery

Description







Request for Best & Final Offer

Reduced contraband
Reduced staff workload
Improved investigative
capabilities
All messages retained
Faster inmate/family
communication
Reduced contraband
Reduced staff workload
Improved investigative
capabilities
All messages retained
Faster inmate/family
communication

Video Visitation with
either facility-controlled
scheduling or inmatecontrolled scheduling.
CenturyLink would
recommend a pilot at one
facility to evaluate the
concept by the
Department.
Standard inbound
voicemail from family
members to inmates,
maintaining security
controls
Incoming email processed
through Data Detective.
Potential to integrate
download using an inmate
kiosk. Two-way feature
available to allow inmate
to respond to sender.
Up to 36 photos can be
reviewed on-line quickly
by staff. Photos can be
printed or potentially sent
to inmate kiosk Data
Detective integration.

Page 31 of 35

Comment
Included in section B
– additional
negotiated services

Included in section B
– additional
negotiated services

Available throughout
the contract at no
cost

Available throughout
the contract at no
cost

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Value-Added Functionality – Impacts Commission Offer to the Department and/or Calling Rates to Inmates
& Friends/Family Members
Feature
(16) Voice Biometrics
(continuous
throughout the call)

Benefit





D.

Reduced PIN stealing
Helps locate
suspicious behavior,
including biometric
identification of 3-way
calls
Biometric officer
check-in available

Description
This offering (Investigator Pro)
allows continuous voice
biometrics (as opposed to a
random check throughout the
call), and provides enhanced
tools for investigators.

Comment
Included in section B
– additional
negotiated services

EVALUATION PROCESS INFORMATION
Phase 8 - Best and Final Offers
Respondents will be asked to submit to the Department their Best and Final Offer in accordance with revised
specifications, if applicable, as set forth in the Department’s Request for Best and Final Offers. The vendors’ Best
and Final Offers shall contain the best pricing option the vendor is prepared to offer as specified in Section A, Pricing,
however, after submission of Best and Final Offers, the Department reserves the right to clarify any element of
required service or further negotiate pricing with a single or all qualified respondents prior to final award. After receipt
of BAFO’s, the Negotiation Team will prepare a summary report of negotiations and enter a recommendation as to
which respondent provides the best value to the state. Award will be made in compliance with Section 287.057 (3)
(b), Florida Statutes.
Read and understood.

E.

BEST AND FINAL OFFER RESPONSE INSTRUCTIONS
Responses to this Request for Best and Final Offer shall be received no later than close of business (5:00 p.m. ET),
Tuesday, June 18, 2013. Responses may be emailed (preferred), faxed or sent hard copy sent via mail. If
submitting via email, please submit to hussey.julyn@mail.dc.state.fl.us with a cc to wright.kelly@mail.dc.state.fl.us.
Faxed responses may be sent to 850-488-7189
Read and understood.

F.

SIGNED STATEMENT OF ACCEPTANCE OF MINIMUM SPECIFICATIONS, TERMS AND CONDITIONS AND
FINAL CONTRACT
The Respondent shall include a signed statement acknowledging acceptance of the minimum specifications and their
intent to comply with all terms and conditions indicated in the ITN, Respondent’s Initial Response, the Request for
Best and Final Offer and Respondent’s Best and Final Offer.
When a contract is established between the Department and the successful Respondent, the ITN, the Initial
Response to the ITN, the Request for Best and Final Offer and the Respondent’s BAFO shall be incorporated into
and thereby become a part of that contract. If there is a conflict in language, the Department's contract will govern.

Request for Best & Final Offer

Page 32 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

Respondent Embarq Payphone Services, Inc. dba CenturyLink (“CenturyLink”) has read, agreed,
and will comply with all requirements as stated in this section F. In addition, CenturyLink acknowledges
receipt and its agreement to comply with the Department’s response to the two subsequent vendor
questions:

Q#1 received 6/17/2013 from Kelly Wright:
QUESTION:
Section A. Pricing/Cost Proposal
1. Please confirm the Department is seeking a Blended Telephone Rate for All Calls inclusive of all
surcharges stated as a cost per minute in this section.
ANSWER:
In this Section, the Department is seeking a Blended Telephone Rate per minute inclusive of all surcharges.
Q#2 received 6/18/2013 from Kelly Wright:
QUESTION:
Page 10 sec 2.6 of ITN states that Commissions are calculated as a % of gross revenues as reported within
the CDR’s. Therefore we assume all proposed per minute rates, including those associated with Value
Added Services in Section C of the RBAFO, must be commissionable and not proposed as noncommissionable adjustments?
ANSWER:
Correct. Revenue shall be paid to the Department in accordance with section 2.6 of the ITN.

Respondent:

Embarq Payphone Services, Inc. dba CenturyLink

Authorized Representative Acknowledging Acceptance:

Paul Cooper, General Manager

Signature of Authorized Representative:
Date of Signed Acknowledgement:

Request for Best & Final Offer

6/18/2013

Page 33 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880
ATTACHMENT 1

CenturyLink is pleased to offer this Cost Proposal for Additional Negotiated Services. Please also see explanatory notes below.
Additional Negotiated Services
Cost Proposal

Additional Negotiated Services
Requested

Additional Charge Per
Minute to Blended
Telephone Rate
Proposed *
(i.e. $.01 increase)

“To Connect”
Surcharge**
(i.e. $.25 per call)

Percentage Change to
Department
Commission Rate
Proposed***
(i.e. 2% reduction)

1.) Video Visitation (5 pilot sites)
2.) Free Calls

NC

NC

NC

3.) Forensic Extraction Options

NC

NC

0.11% reduction1

4.) Investigative Function

NC

NC

0.30% reduction2

5.) Cell Phone Detection

NC

NC

0.23% reduction3

6.) IVR Scheduling

NC

NC

NC

$0.023 increase4

NC

NC

NC

$0.75/call5

NC

$.006 increase6

NC

NC

10.) Capability to capture inmate to
inmate telephone communications

NC

NC

NC

11.) Location Based Services
(cell phones called)

NC

$0.11 per call7

NC

7.) Continuous Voice Biometrics
8.) Inmate Voice Mail
9.) Ability to search calls by
Keywords

VIDEO VISITATION ONLY
Blended Video Visitation
Per Minute Rate Proposed
(inclusive of surcharges)

Department
Commission % Rate
Proposed

$0.50/minute

20.0%

*If no additional charge per minute is being proposed respondent must indicate NC (no charge)
**If no surcharge is being proposed respondent must indicate NC (no charge)
Request for Best & Final Offer

Page 34 of 35

ITN#12-DC-8396

Embarq Payphone Services, Inc. dba CenturyLink
Submitted: June 18, 2013

Primary Contact: Victoria Johnson
victoria.l.johnson @centurylink.com | 850.212.8880

***If no change to initial department commission rate is being proposed respondent must indicate NC (no change)
1. Includes six (6) units along with a dedicated computer for each unit. More units may be negotiated at the Department’s discretion.
2. Investigative software is available at no impact to the Department. Commission reduction is to fund the additional associate – with competitive
salary and benefits – to assist the Department. More personnel may be negotiated at the Department’s discretion.
3. Includes twenty (20) units. More units may be negotiated at the Department’s discretion.
4. Alternatively, continuous voice biometrics could be funded by an 8.0 percentage point decrease to commissions. As an alternative, if the
additional charge could be treated as non-commissionable (which we understand is not consistent with rules as stated), the additional perminute rate could be reduced to $0.008.
5. Note this is a per-call charge to friends and family send a voicemail to an inmate, NOT a surcharge to all inmate phone calls if the service were
implemented.
6. If this additional charge could be treated as non-commissionable (which we understand is not consistent with rules as stated), the additional
per-minute rate could be reduced to $0.002.
7. If this additional charge could be treated as non-commissionable (which we understand is not consistent with rules as stated), the additional
per-call surcharge could be reduced to $0.05 per call.

Request for Best & Final Offer

Page 35 of 35

ITN#12-DC-8396

EXHIBIT C

RBAFO – ITN #12-DC-8396

RBAFO – ITN #12-DC-8396
This is the Request for Best and Final Offer (RBAFO) in response to negotiations with three (3)
respondents to the Department’s ITN# 12-DC-8396. This RBAFO contains Pricing, Additional Negotiated
Services, and Value Added Services as discussed during negotiation and outlined below. The other
specifications of the original ITN, unless modified in the RBAFO, remain in effect. Respondents are
cautioned to clearly read the entire RBAFO for all revisions and changes to the original ITN and any
addenda to specifications, which are incorporated herein and made part of this RBAFO document.
Unless otherwise modified in this Request for Best and Final Offer, the initial requirements as set forth in
the Department’s Invitation to Negotiate document and any addenda issued thereto have not been
revised and remain as previously indicated. Additionally, to the extent that portions of the ITN have not
been revised or changed, the previous reply / initial reply provided to the Department will remain in effect.

A.

PRICING
The Respondent shall provide their Best and Final Offer for rates on the below Cost Proposal
Table. Costs should be submitted with the most favorable terms the Respondent can offer.
NOTE: Blended Telephone Rates for family and friends shall not exceed two dollars and ten
cents ($2.10) for a fifteen (15) minute call.
The Department is seeking pricing that will provide the best value to the State. The Department
desires that the resultant contract generates the highest percentage of revenue for the state and
the lowest possible telephone call rate charges for inmate families and friends.

COST PROPOSAL
INITIAL

ONE
Year
Renewal

TWO

THREE

FOUR

FIVE

Year
Renewal

Year
Renewal

Year
Renewal

Year
Renewal

46%

75%

75%

75%

75%

75%

$0.095

$0.095

$0.095

$0.095

$0.095

$0.095

Contract
Term
5 years
Department
Commission %
Rate Proposed
Blended
Telephone
Rate for All
Calls*
(inclusive of
surcharges)

RBAFO Statewide Inmate Telephone Services – ITN #12-DC-8396
© 2013 Securus Technologies, Inc. All rights reserved.

2

RBAFO – ITN #12-DC-8396

B.

ADDITIONAL NEGOTIATED SERVICES
The Department is interested in the following services that were addressed during
negotiations:
The Respondent shall provide a detailed description of each of the below services, systems
and/or equipment functionality, in narrative form. If included in the Contractor’s BAFO and all, or
a portion of, are accepted by the Department, these services shall be provided as part of the
contracted service, and at the rates shown in the Cost Proposal (see Attachment 1) submitted in
the respondent’s BAFO.


Investigative functions : An Investigative tool with the ability to import external sources of
data and at least one (1) dedicated staff person to assist with analyzing investigative
data;

Securus will provide our THREADS data analysis investigative tool, giving the Department
the ability to easily import external sources of data and one (1) dedicated staff person to
assist with analyzing investigative data. The THREADS investigative tool and the
investigative staff person were offered at no charge to the Department in the Securus ITN
response and will continue to be offered at no charge to the Department in this RBAFO
response.
A full description of the THREADS investigative offering and the Florida based Investigative
Services Specialist (dedicated staff person) can be found in the Securus ITN response. The
key THREADS description begins on page 145 and ends on page 148. The Investigative
Services Specialist description is located on page 313.
The next two paragraphs include summary descriptions of THREADS and the Investigative
Services Specialist.
Securus’ THREADS application is a powerful and easy to use investigative platform
providing law enforcement and Corrections customers using SCP with focused leads to
drive information led policing. This software analyzes corrections and communications data
such as inmate information, call data from SCP, public phone records (obtained through
normal legal process), money transfer transactions, cell tower record downloads, data from
confiscated cell phones (text messages, emails, calls, contacts, pictures), and called party
data including billing name and address, communication history, and much more –to
generate focused and targeted investigative leads for investigators.
Florida-Based Investigative Services Specialist
Securus is proposing to provide to the Department a full time Investigative Services
Specialist employed by Securus to serve the Department as a new resource to ensure you
receive the full incredible benefits of our THREADS application. This person will be
provided at no additional cost to the Department. The proposed Investigative Specialist will
be thoroughly trained by Securus and Guarded Exchange to work side by side with the
Department investigators, on a full-time basis, and will provide daily assistance in running
THREADS investigative reports. The proposed Specialist will also be responsible for
assisting investigators in integrating THREADS information with ACISS information and
ensuring that the THREADS investigative analytical tool is adding value to the Department’s
investigative staff.

RBAFO Statewide Inmate Telephone Services – ITN #12-DC-8396
© 2013 Securus Technologies, Inc. All rights reserved.

3

RBAFO – ITN #12-DC-8396

Securus, along with our partner Guarded Exchange, is pleased to offer increased staffing
levels to assist with analyzing investigative data. This offer is in addition to the minimum
requirement of at least one (1) dedicated staff person to assist with analyzing investigative
data. This enhanced offer includes staffing to monitor approximately two and one half
percent (2.5%) of all inmate calls on an annual basis. Department regulations make
Wardens responsible for ensuring that staff conducts a minimum of forty (40) hours of
monitoring per month. Work release centers are not subject to telephone monitoring.
Accordingly, the Department has 101 facilities that require a minimum of 40 hours of
monitoring per month, totaling a minimum of 4,040 hours of monitoring. By having
Guarded Exchange monitor 2.5% of all inmate calls guarantees that an average of 4,288
hours will be monitored each month, giving Wardens additional options to maximize
utilization of existing staff. Options could include keeping Department staff monitoring
4,040 more hours of inmate calling and having staff follow up on actionable intelligence
generated from Guarded Exchange monitoring efforts.
Specifically, Guarded Exchange will be responsible for the following:
Provide a sufficient number of personnel to listen to and review a minimum of 2.5% of all
offender calls, in their entirety. The 2.5% of offender calls to be monitored will be based on
the use of proprietary data mining, behavioral analysis and filtering technologies and other
proprietary strategies in conjunction with the intelligence gathering priorities established
by the Department. In providing the monitoring and review of offender calls, Securus,
through Guarded Exchange, will incorporate any data mining strategies established by the
Department. The monitoring will use a combination of technology from Guarded Exchange
and Securus and sufficient personnel for the purposes of collecting intelligence from the SCP
ITS.
The use of sufficient personnel, strategies, and technologies that will identify at a minimum
the following:


Suspicious or suggestive key words or phrases



Calls that suggest threats to the safety and security of the facility, staff, volunteers,
and inmates entrusted to the care of the Department



Criminal activity inside and outside of the facility

Upon approval from the Department, Securus will provide Guarded Exchange with the
associated interface to access records that will be required to facilitate direct input into the
Guarded Exchange proprietary software for the purposes of this solution.
The Guarded Exchange proprietary software also includes the Echo™ Voice Biometric
Solution.
Echo is the only continuous voice biometric solution that does not require a resource
intensive, formal enrollment process. Instead, biometric voice prints (BVPs) are
automatically generated from call recordings and are perpetually improved with each pass
through the system, ensuring the highest possible accuracy rate.

RBAFO Statewide Inmate Telephone Services – ITN #12-DC-8396
© 2013 Securus Technologies, Inc. All rights reserved.

4

RBAFO – ITN #12-DC-8396

Regardless of whether the speaker is the calling party (inmate) or the called party (civilian),
Echo can print and identify speakers on both sides of the call, further enhancing its ability to
identify persons of interest.
In addition to identifying speakers who are currently incarcerated (on both sides of the
call), Echo is able to analyze calls and identify individuals who have been previously
incarcerated such as ex-inmates, parolees, etc., and notify Guarded Exchange monitors of
such events.
Further, Echo is able to create voice prints on request; for example, when a suspect is not an
inmate and may be reached on numerous telephone numbers (a condition virtually
impossible to detect outside of Echo). Once the print is created, the suspect’s voice can be
searched for through historical calls and added to a watch list for future calls so monitors
can be proactively notified of the presence of the speaker in a call, enhancing their ability to
extract potential intelligence from the call recording(s).
The Echo system is entirely independent of language, channel, or text: This means the BVP
can be generated from any audio source and used to match the speaker in any other
channel. For example, audio captured via the inmate telephone system during an
investigation can be compared to audio obtained using a microphone during interrogation.
Additionally, regardless of what language the BVP is created in, it can be matched to a
speaker in any language he may speak, regardless of the words he chooses to use.
To facilitate investigations, the Echo database can be queried by voice, identifying all the
calls in which a targeted inmate may have spoken. Much more than this, a voice of a
targeted NON-INMATE can also be run against the database giving investigators
unparalleled intelligence gathering tools.
Securus will submit all gathered intelligence in a format agreed to by the Department. All
gathered intelligence would be submitted to the Department upon discovery.
In addition to the daily and or weekly business meetings with the Office of Inspector
General, Securus will also co-chair an account team, consisting of Securus and On-Site
Guarded Exchange Analysts. The team will be proactive in meeting with the Department
and the Office of Inspector General on a routine basis for the purposes of reviewing the
success of the program, making adjustments as necessary, and participating in creative
sessions to add to this solution.
Securus and Guarded Exchange are providing these same monitoring services to the
Missouri Department of Corrections (MO DOC). Guarded Exchange is monitoring 5% of MO
DOC calls, over 8,000 hour per month (twice the amount of hours being proposed in this
RBAFO).
Securus encourages the Department to call MO DOC to verify the success of this program.
Securus is willing to sponsor a trip for the Evaluation Team members or other designated
Department representatives to travel Jefferson City, MO to see a firsthand account of the
Guarded Exchange monitoring and operations center (co-located in same building as MO
DOC Investigator General).

RBAFO Statewide Inmate Telephone Services – ITN #12-DC-8396
© 2013 Securus Technologies, Inc. All rights reserved.

5

RBAFO – ITN #12-DC-8396

Pricing for this enhanced staffing is included in Attachment 1 – Additional Negotiated
Services Cost Proposal - Investigative Function.


Forensic extraction options: Minimum of six (6) Universal Forensic Extraction Devices
(Cellbrite or equivalent); and off site examination of data - maintaining a defendable
chain of custody;

Securus will provide six (6) Universal Forensic Extraction Devices and off site examination
of data while maintaining a defendable chain of custody. Securus proposes to provide the
Department with six CelleBrite UFED forensic extraction devices to be delivered to the
Department’s location(s) of choice.
Utilizing this new technology will result in substantially more rich information available to
investigators. CelleBrite and UFED are the recognized leaders in cell phone extraction
capabilities; however, not all cell phones are capable of being decrypted with these devices
alone. Securus will provide you access to utilize additional tools such as Encase, the leading
software-based solution capable of extracting electronic media in addition to cell phones,
through your dedicated Investigative Service Specialist working with our partner, Guarded
Exchange. Upon extraction, cell phone forensics data will be loaded into THREADS for
immediate availability and Departmental access. Information can also be submitted directly
to the Department via FTP or other preferred medium. Usage of Securus’ Forensic Analysis
Program eliminates the need to hire incremental staff to administer such programs being
considered for development. Also, through Securus’ exclusive partnership with Guarded
Exchange, Certified Forensic Examiners are fully trained and available in order to maintain
Chain of Custody for evidentiary purposes.
The six CelleBrite UFED forensic extraction devices were offered at no charge to the
Department in the Securus ITN response and will continue to be offered at no charge to the
Department in this RBAFO response.
Guarded Exchange Forensic Services
Guarded Exchange is fully certified to use the CelleBrite Universal Forensic Extraction
Device Touch Ultimate. The CelleBrite UFED Touch Ultimate currently supports physical
and logical extraction of over 3000 mobile devices. Guarded Exchange can also provide
training and support for directly importing extracted data into the Securus data analysis
tool THREADS, for use by Department investigators.

The Department, at its option, can ship confiscated cell phones to the GEX Forensics lab
located in Jefferson City, Missouri, using the GEX Chain of Custody protocols. GEX will
perform a data extraction of the device at no additional cost to the State. Information
recovered, at the Department’s option, will be made available via secure FTP site for
download, within 3 business days of receipt of the device. The device, along with a certified
copy of the extracted information on CD, will be shipped back to the originating location
following Chain of Custody protocols.

RBAFO Statewide Inmate Telephone Services – ITN #12-DC-8396
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Along with the Off-Site examination option, Guarded Exchange will also offer its expertise
and assistance to the department for the purpose of developing a Departmental Digital
Forensics Unit, if desired.
Guarded Exchange forensic services also has access to numerous industry standard
Computer Forensic programs (Encase, Internet Evidence Finder, Passware, Oxygen Phone
Forensic Suite, Forensic Explorer) that are also able to perform data extraction on mobile
devices as well as Forensic software and hard ware to perform in depth forensic analysis on
images/acquired devices as well and any form of digital media, at no additional charge to
the State.
Guarded Exchange currently employs CelleBrite UFED Touch certified users as well as a
certified Digital Forensic Examiner and Missouri Licensed Private Investigator with over 4
years of experience in the field of data extraction, data analysis and cyber crime.
The combined experience of the Guarded Exchange staff combined with the Industry
leading hardware and software would ensure that the highest quality of digital forensic
services on mobile and any digital media.
The policies and procedures for maintaining a chain of custody that were approved by the
Missouri Attorney General were modified for the private sector and adopted for Guarded
Exchange Forensic Services. These polices for chain of custody and data extraction and
analysis were tried and tested polices based on Law Enforcement cyber crime programs.
These Policies were designed and implemented to maintain strict chain of custody doctrines
and maintain them throughout the process from receiving of the evidence, data extraction
and return of the evidence. Mobile Device policies and procedures are also based upon
industry recognized polices as recommended by CelleBrite. A copy of Guarded Exchange
Forensic Services Policies and Procedures, including all forms and documents will be made
available to the Department.
Every item received by Guarded Exchange Forensic services in entered into an electronic
spreadsheet as well as individually labeled and attached to an Acquired Property form,
where custody within the Guarded Exchange offices is maintained and documented. All
received evidence is secured in a locked room with access to a signal proof Faraday cage to
maintain original data on all evidence.
The Guarded Exchange forensic lab and evidence is a locked, secure room with access
limited to staff approved by the Forensics Services Coordinator.
Personnel Training and Staff Education
As well as secure, professional off site data extraction of mobile devices and digital media
forensic analysis, Guarded Exchange staff is also available to provide training to Department
staff. This training may be provided in house at Department facilities or via a live or
prerecorded webinar. Staff will be trained on the correct procedures for securing seized
mobile devices or other digital media so as to ensure the integrity of the device and any
contained evidence. Staff will also be trained on correct packing and shipping procedures
for seized/recovered mobile devices or other digital media.

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Guarded Exchange is also partnered with H11 Digital Forensics to provide CelleBrite UFED
Certification Training to select staff at an approved Department training location. Guarded
Exchange will provide a week long Certification Class to be conducted by H-11 for up to 9
Department staff at a Department training facility of the Departments choice.

Certified CelleBrite Training Courses and Cell Phone Forensics
These certified CelleBrite training courses begin with the core components of the CelleBrite
UFED Ultimate system and advance for comprehensive mobile device forensic
examinations. Participants will learn how to perform the following extractions: Logical, File
System, Passcode Recovery, and Physical. These CelleBrite training courses are not a
glorified repeat of the user guide or merely imaging lots of phones. The H-11 Certified
CelleBrite training courses are engineered, updated, and modeled for those cell phone
forensic examiners who want to learn sound methodologies and comprehensive skills.
Participants will learn proper extraction processes, how to read HEX dumps, PDU encoding,
and specialized techniques to better utilize the CelleBrite UFED Ultimate & CHINEX systems
to their full potential and capabilities.


Video visitation: Pilot program at five (5) facilities, identified by the Department, with an
option for statewide implementation, at the Department’s discretion.

Securus will provide a Video Visitation Pilot program at five (5) facilities, identified by the
Department, with an option for statewide implementation, at the Department’s discretion.
During the pilot program Securus will work with the Department to help develop policy and
procedures for a potential roll out of a statewide solution. A successful pilot should generate
sufficient volumes of paid visitations; an average of one visit per inmate per month is the
norm for a successful pilot. Securus proposes to provide the Department with this statewide
Securus Video Visitation Services at no cost to the Department.
The price for visitors using the system and proposed commission rate to the Department is
identified in Attachment 1. – Additional Negotiated Services Cost Proposal - Video Visitation
(5 pilot sites).
This new service can provide the Department with additional revenues through new
commissions as well as positively contribute to the Department goal of reducing recidivism.
The deployment of Securus Video Visitation will also have a positive impact on friends and
family members who can now conduct a visit from their home instead of traveling across
the state of Florida or even from outside of the state. Similarly, families who struggle to
afford to travel to prisons for visits will now have a way to communicate with inmates
without incurring the cost of hotel rooms, fuel costs and tolls.

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All video visitation sessions can be monitored and recorded, providing a video record of the
visit. All visits can be immediately terminated by supervisor staff during visit if necessary.
The Securus Video Visitation system enables you to conduct visitations safely, securely, and
with fewer burdens on facility staff. This advanced solution provides the Department with
multiple benefits, including:
Enhance facility security by reducing the possibility of inmate confrontation
Enhance facility operations by reducing transport of inmates
Improve the ability of the inmate to communicate with legal
representation//family, and any other persons authorized by the Department
administration
Reduce contraband infiltration
Reduce inmate and visitor movement through a facility
Increase security for visitors
Increase inmate and visitor morale with increased opportunities to visit
Reduce man-hours needed to escort inmates and visitors to visiting areas
Generate income for the facility as a shared revenue producer
The Securus Video Visitation solution is a centralized system, similar to the SCP system, that
allows automatic technology and feature upgrades. After the system has been implemented,
it is easy for Securus to enable new features and modules by activating the feature in the
centralized system.
How it Works
The Securus Video Visitation solution allows user fees to be assessed and collected by the
system. As friends and family or members of the public elect to conduct remote visitation
sessions, they pay for the visit on a per-session basis.

Inmates’ friend and family members access a simple website via the Internet, designed with
the look and feel of access to other Securus services. The inmate’s friend or family member
schedules and pays for a video-visitation session by going to www.securustech.net website.
Using the video visitation website, they can select the facility and inmate they wish to
participate in the video visitation session. The scheduling application automatically
schedules visits according to the housing location of the inmate in the facility, which
terminals are available to that specific housing location, and available times for video
visitations to be held. Fees are accessed and collected at the time the visit is scheduled via
credit or debit card.
At-Home (Remote) Video Visitation
This method allows remote visitors, such as friends and family, probation officers, and
attorneys to securely communicate with inmates from outside the facility via a broadband
Internet connection.

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Remote visitors access Securus Video Visitation through the www.securustech.net website.
The visitor selects the facility and inmate they would like to visit. The visitor is able to do
the following:


Create, edit, and/or delete scheduled video sessions with inmates



Pay for the scheduled session with a credit or debit card



Start sessions with inmates (no officer intervention required)

Remote users will need to use personal computer or laptop with a built-in or exterior USB
camera, a microphone and speakers, or a headset.
Securus Video Visitation is a 100 percent Web-based video visitation and integrated
inmate kiosk solution specifically designed for correctional facilities.
Our video visitation service provides Securus clients the very best in video visitation
without the burden and costs of managing the system. We maintain the video visitation
system 24 hours a day, 7 days a week, 365 days a year. The Department benefits from a
quality of service that is fast, accessible, and secure.


Free Calls: In 5, 10 and 15 minute increments. Calls will be authorized at the
Department’s discretion.

Securus proposes to provide 10,000 free calls annually at no charge to the Department for
the purposes of free inmate calling. During the Negotiation session, there we very good
reasons given for the need to allow for free calling. Securus believes that 10,000 free calls
on an annual basis will give the Department the flexibility needed to accomplish its goals.
Securus will set up an account for each inmate in which the Department may authorize free
calling in increments of 5, 10 or 15 minutes. The calls may be placed on the inmate’s
accounts directly by an authorized Department official or the request to add time to an
account may be emailed to Securus and the call will be credited to the inmates free call
account.
Pricing for Free Calls is included in Attachment 1 – Additional Negotiated Services Cost
Proposal - Free Calls.
Securus will also provide the ability to use this free call allowance to designate certain
called numbers as a free call.
Authorized Department staff can add numbers to the free call list through the SCP user
interface, as shown in the following figure:

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Configuring Free Calls
Proprietary and Confidential

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Free by Dialed Phone Number
Any phone number can be set up as “Free” with appropriate permissions, through the global
list. The following screen shot identifies how an authorized user can set the phone number
with a Free dialing class of service.

Setting Free Calls in Global Lists
Proprietary and Confidential



Cell phone detection: Minimum of 15 detection units (cellsense or equivalent).

Securus is proposing the deployment of 15 MetraSens CellSense full body scanning units
across the State at no cost to the Department. The 15 MetraSens CellSense devices were
offered at no charge to the Department in the Securus ITN response and will continue to be
offered at no charge to the Department in this RBAFO response.
Securus is also offering through the Additional Negotiated Services process to provide the
Department with another 115 CellSense devices.

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Pricing for these additional 115 units is included in Attachment 1 – Additional Negotiated
Services Cost Proposal - Cell Phone Detection.
Immediately upon execution of a contract with the Department, Securus will place the order
to purchase the Cellsense units on behalf of the Department. These units are being offered
to address the growing issue of cell phone proliferation within prisons and we believe they
have the potential to be a critical perimeter-based first step in assisting the Department
with identification of contraband cell phones in your facilities. These units will be shipped
directly to the locations designated by the Department and can be immediately operational.
Cellsense is a proven, highly effective system that detects all cell phones even when they are
switched off and with or without batteries. Modern cell phones increasingly contain
minimal amounts of metal and conventional archway metal detectors struggle to detect
them. Cellsense detects essential cell phone components and the human body is unable to
mask the presence of cell phones to Cellsense so that internally inserted cell phones are
readily detected.
Cellsense is capable of scanning large numbers of inmates in a short time, much quicker
than utilizing hand wands. It’s innovative technology and portability allows it to be
deployed anywhere in the prison and set up in less than one minute.


Interactive Voice Response (IVR) scheduling: appointments, grievances etc.

Securus uses the services of Telerus to provide our inmate Interactive Voice Response
capabilities using its Automated Information Services (AIS) 2.0. Securus will provide the
services described below for the price provided in Attachment 1 – Additional Negotiated
Services Cost Proposal - Cell Phone Detection.
The IVR offering is a robust offering which handled more than 6.5 million interactions over
the last year with a very efficient average session time of one minute and twenty two
seconds.
Automated Information Services is the industry’s first and only hosted interactive voice
response (IVR) system that automatically provides general facility information and inmatespecific information to inmates over the phone. All of this functionality is automatically
available around the clock, so that inmates can always get the information they need when
they need it.
Examples of information that AIS can automate information, such as:


Court Dates, Times, and Locations



Projected Release Date



Commissary Balance



Visitation Eligibility



General Scheduling



Grievance Processing



Setting and Managing Appointments

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AIS provides unmatched secure access into facility and inmate information. This
information is pulled from a facility’s various Management Information Systems (MIS)
including the Department’s management system every 15 minutes. The service offers an
English and Spanish interface, text-to-speech playback of inmate names, and touchtone and
speech recognition interface.
The proposed IVR will be custom designed to provide for all the inmate information the
Department is able to make available to the AIS system which can be accomplished using
IVR technology. The following is a typical implementation schedule for turning up our AIS
system:

AIS Preliminary Project Plan
Milestone

Description

Execution of Agreements

Test Plan

Identification of Needs and Requirement
Project "blueprint" including Scripts, Flow
Charts, Data Requirements, Sign-off by
facility.
Plan provided to your facility with all Use
Cases and Test Data requirements
identified.

Core Development

Site Configuration
Document

Participant(s)

Completion
Target

Securus/Telerus,
Facility

Week 1

Securus/Telerus, First Draft: Week 2
Facility
Final: Week 3
Securus/Telerus,
Facility

Week 3

Application Programming, FTP
configuration, Voice File Recording.

Securus/Telerus

Week 6

Quality Assurance

Execution of Test Plan, Load testing, Voice
Files Double-Checked, Bugs Resolved.

Securus/Telerus

Week 7

User Acceptance Testing

All parties confirm system performs to
exact specifications.

Securus/Telerus,
Facility

Week 8

Go-Live

Cutover to production architecture;
Securus/Telerus Development team
available 24/7.

Securus/Telerus,
Facility

Week 9



Continuous Voice Biometrics

Securus has one of the largest base of customers using voice biometric services. Customers
in Arizona and Texas represent over 150,000 inmates using the Securus voice biometric
service. This service will be provided on all calls at no charge to the Department.
As an option, Securus is also making the Investigator Pro application from JLG available to
the Department at a commission reduction of 7%. Pricing for these optional services are
detailed in Attachment 1 - Additional Negotiated Services Cost Proposal - Continuous Voice
Biometrics.

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Securus has also included a third optional continuous voice biometrics solution (Echo™
Voice Biometric Solution) that was included in the Guarded Exchange proprietary software
under the Investigative Functions section above.


Inmate voice mail: Maximum of thirty (30) seconds for friends, family and staff

Securus is one of the only inmate telecommunication vendors to provide secure voicemail
opportunities to the facility. Voicemail provides a new path of communication for the
inmates, their friends and family members, and attorneys. In addition to communication
options, it provides investigative opportunities. This service will be provided at the price
provided on Attachment 1 - Additional Negotiated Services Cost Proposal – Inmate Voice
Mail, with a maximum of 10 messages per month per inmate. Additional messages can be
made upon mutual agreement.
Securus’ Voice Mail has the capability for two-way messages, meaning the inmate can leave
messages for site administrators, corrections officers, their attorneys, or friends and family,
and receive a response by voice mail. This benefits inmates and other involved parties
because it allows communication even when the called party isn’t at the phone to receive
the call.

Voice Mail
In the past, facilities have hesitated to offer a voice messaging system because of the lack of
system capabilities and security concerns. Accordingly, one-way telephone calls are still the
primary form of communication. If a call is placed and the called party does not answer,
communication is not possible and the call is terminated.
Limited communication options have caused complaints to be filed by inmates and friends
and family members resulting in increases in staff labor due to the handling of complaints,
as well as a reduction in facility operational efficiencies due to the loss of contact
availability.
How It Works
Securus has simplified the process for using Voice Mail. Any caller that has a Voice Mail
account with the existing platform can leave a voice message. Messages can be left for
individual inmates or multiple inmates in multiple facilities. Using their existing PIN,
inmates can retrieve Voice Mail’s on the SCP system.
System Security
Since messaging runs on Securus’ SCP, facilities have the same control of recording and
monitoring as with their inmate telephone system. Only the inmate, the sender, and
approved facility personnel can access Voice Mail messages.
Increased Investigating Capabilities
Messaging provides investigators with the same recording and monitoring capabilities as
any call. However, with friends and family member’s new capability to call and leave a
message, investigative possibilities are increased substantially

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

Ability to search calls by keywords.

Securus is proposing to provide Word Spotting application which provides the ability to
search for keywords at no charge to the Department. The Securus Word Spotting solution
was developed specifically for the corrections environment. Securus built and tested this
technology in our development lab using actual calls placed by inmates with feedback and
direction from real investigators. This approach ensures that the Department will be using
an investigative tool to compliment the other investigative suite of services provided by
Securus. This includes the potential of incorporating Word Spotting into the suite of
investigative tools for Guarded Exchange monitoring services.
SCP’s Word Spotting features include the following components:
The default dictionary has more than 7,500 search words, which can be customized to meet
the facility’s needs, including slang and jargon not found in standard dictionaries.
As security threat groups expand their code word vocabulary and new intelligence is
gained, new keywords can be easily added.


User-friendly interface where suspicious inmates or phone numbers can be selected
for ongoing searches.



The Word Spotting search engine automatically processes offenders based on their
custody account number or based upon a target phone number with no additional
involvement from facility staff.



Integrated reporting that allows users to identify calls where specified keywords
were identified.



Unique feature that allows users to select suspicious recordings from the standard
Call Detail



Report and send them through the search engine with a single mouse click.



Capability to capture inmate to inmate telephone communications

Securus will capture inmate to inmate telephone communications using the ICER
Investigative application for JLG. The ICER technology identifies inmates communicating
with other inmates within and between participating facilities, including all of the facilities
served by Securus as well as those served by other inmate calling providers in the ICER
consortium.
Securus will provide the ICER application at no charge to the Department.
ICER works by creating a “compact biometric model” for each call by collecting voice data
points plus call information available from Call Detail Records (CDRs) to generate a “call
signature” – which is then compared to other call signatures to determine a match. When an
inmate is identified as talking to another inmate ICER generates an automatic email
notification.

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

Location based services of called cell phones.

The Securus Location Based Services (LBS) will be provided at 15 facilities at no cost to the
Department. LBS was offered at no charge to the Department in the Securus ITN response
and will continue to be offered at no charge to the Department in this RBAFO response.
Location Based Services for all other facilities are offered at the price provided on
Attachment 1 - Additional Negotiated Services Cost Proposal, - Location Based Services (cell
phones called).
The following is a description of Securus’ Location Based Service offering featuring GEO
Fencing and On-Demand location identification of cell phones.
Customer feedback, from the Department uncovered a need to identify the location of the
cell phone an inmate is calling. We took that feedback and worked to develop a solution that
went beyond what was requested. With Securus’ proprietary Location Based Services (LBS),
the Department can determine the true location of a cellular phone that is called by an
inmate. LBS will also track the location of the cell phone during the inmate call and identify
the distance of the cell phone from the correctional facility. This allows the Department to
place a perimeter around all of your facilities and block calls to cell phones if they are
located within a certain radius of your facility.
Integrated with SCP, Location-Based Services can:


Provide the called party’s true location at the time of an inmate’s call via a link in
the Call Detail Record (CDR)



Set up a “Geo Fence” perimeter around a location to notify investigators when an
inmate calls a cell phone that is within the Geo Fence perimeter



Identify the real-time location, on demand, of a suspect’s cell phone (requires
appropriate



warrant/subpoena documentation)

Securus has recognized that Department investigators have had to contact cellular carriers
to find the location of cell phones during investigations. This can be time consuming and
challenging. Securus addresses this issue by offering as an integrated feature which is now
available on our Securus SCP inmate calling platform, our Securus Location Based Services
(LBS). With the cooperation of cellular carriers, Securus has developed LBS that will provide
the Department with immediate access to identify the location of a cell phone called by an
inmate by simply logging into the SCP inmate calling system. This will provide immediate
access to our LBS service and the ability to identify the location of the cell phone in
question.
With Securus’ proprietary Location-Based Services (LBS), the Department can determine
the true location of a cellular phone that is called by an inmate. LBS will also track the
location of the cell phone during the inmate call and identify the distance for the cell phone
from the correctional facility. This allows the Department to place a perimeter around all of

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your facilities and block calls to cell phones if they are located within a certain radius of
your facility.
Integrated with SCP, Location-Based Services can:


Provide the called party’s true location at the time of an inmate’s call via a link in
the Call Detail Record (CDR)



Set up a “Geo Fence” perimeter around a location to notify investigators when an
inmate calls a cell phone that is within the Geo Fence perimeter



Identify the real-time location, on demand, of a suspect’s cell phone (requires
appropriate



warrant/subpoena documentation)

With roughly 80 percent of calls being placed from wireless devices nationwide, this
presents a tremendous challenge to corrections, law enforcement, and investigators.
Securus is the first communications company to offer a product to address this issue with
Location Based Services.

Reports generated from the CDR contain an icon that identifies calls to a wireless number.
Location Based Services provides an additional link that maps the location of a wireless
number when the inmate placed the call.

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Wireless Location on Call Detail Records Report

GEO Fencing
With Geo Fencing, the Department can set up a perimeter around Department facilities that
identifies when an inmate calls a cell phone that is located within that perimeter at the time
of the call. Geo Fencing can generate a Covert Alert notification to investigators that allow
them to act quickly on real-time information. This valuable capability helps protect your
perimeter and is helpful in preventing escape attempts or the introduction of contraband
items.

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Geo Fence Management

Covert Alert connects a call to an authorized remote number for dialed numbers, phones,
inmates PIN, or Geo Fence perimeters that are under surveillance. Authorized personnel can
monitor a call from any designated location, while the call is in progress.
The investigator enters a telephone number (such as cellular, home, or office), which is
where he or she wants the call sent to for live monitoring. When a call is placed by an
inmate that meets the Covert Alert trigger criteria, it automatically routes to the predesignated investigator phone number(s). A call can be sent to multiple numbers
simultaneously allowing several investigators to listen into the call.

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Covert Alert on Geo Fence Perimeter

On Demand - Real-time Location Based Services
On Demand cell phone location identifies the location of a suspect’s cell phone, in real-time,
regardless of whether a call is in progress. This feature will aid investigators, with
appropriate warrant documentation, in locating persons of interest faster and requiring
fewer resources.
Location-Based Services
Securus’ proprietary Location-Based Services will



Increase the efficiency of your investigative staff



Prevent and minimize contraband at your facilities



Increase the safety and security of your community

No other inmate communications service provider can deliver this kind of identification of
call terminations. Without it, corrections officers and law enforcement personnel are left in
the dark; not knowing where the calls are being placed as was commonplace with
traditional landline telephone service.


In order to provide the best value to the state, the Department reserves the right to
accept or reject any or all of the additional negotiated services.

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C.

VALUE-ADDED SERVICES

Value-added services include any services, including additional services that the Contractor
offers to provide as part of the Contract resulting from the ITN that is either not required to be
provided in the ITN or RBAFO or clearly exceeds the minimum requirements of required service.
The Respondent shall provide a detailed description of each value-added service, system and/or
equipment functionality, in narrative form. If included in the Contractor’s BAFO and accepted by
the Department, “Valued-Added Services” shall be provided as part of the contracted service at
no additional cost to the Department and with minimal impact to family and friends.

Inmate PAN Automation
Securus currently employs 17 Site Service Representatives dedicated to the Florida
Department of Corrections, whose primary function includes daily Personal Allowed
Number (PAN) management for inmates. We have re-committed each of the 17 headcount
in support of the ITS ITN. However, as technology has evolved the Department may wish to
utilize automated technology in order to improve PAN management efficiencies. Currently,
correctional staff and paper are required to process inmate PAN requests and updates.
Through Securus’ Inmate Managed PAN feature the inmate would be able to initiate the PAN
request changes via telephone, bypassing the need for paper and correctional officers
involvement.
The Securus Inmate Managed PAN application allows inmates to manage phone numbers
on their list, such as adding a new number, removing a number, checking the status of a
phone number, or hearing, which phone numbers are on their list. When an inmate adds a
phone number to their list, the automated system conducts a real time Billing Name and
Address (BNA) lookup on the phone number. If a valid BNA is found, the automated system
calls the phone number requesting to be added and asks the called party if they wish to be
placed on the specific inmates PAN list.
This eliminates Site Service Representative’s requirement for manual entry and lookup of
BNA creating greater efficiencies and improved overall productivity. Any number which is
validated for addition to the inmate’s PAN list may still be subject to manual approval
should the Department elect to implement a secondary approval process which will be
carried out by the Securus Site Service Representative at the direction of the Department.
After the automated PAN system has been in place, if the Department agrees that the
efficiencies created have lead to an opportunity to reduce the number of Site Service
Representatives, the overall headcount will not be reduced but may be reallocated, with the
Department’s approval, to programs such as a Security role in support of our proposed
Forensic Extraction program. Ultimately, the reassigned role would be conducted at the
Department’s discretion. The Inmate Managed Pan is available to the Department at no cost
and requires little or no training because of the easy to follow voice prompts. The Inmate
Managed PAN application is already part of the SCP platform and simply needs to be
enabled on the provisioning page by Securus.

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Inmate Debit Calling Accounts
Securus understand that the Department has stated that Inmate Debit Calling is not a
service included in this contract.
However because the contract has the potential to run up to ten years, and due to on-going
pressures to allow Inmate Debit through the FCC Proposed Rulemaking process, Securus is
offering to enable Inmate Debit Calling at any time during the contract. The Department
could benefit significantly from the implementation of Inmate Debit Calling. Securus Inmate
Debit accounts are inmate-owned phone accounts that allow inmates to fund phone calls to
numbers on the Department approved allowed list. Because the calls are funded by the
inmate, there is no cost to the called party. An inmate can transfer funds from the
commissary system to his Inmate Debit calling account. The inmate initiates the funds
transfer from the commissary system to his Inmate Debit calling account at the commissary.
The inmate will provide his inmate identification at the point of sale and request the
transfer of funds. The transfer amount will be deducted from the inmate’s trust or
commissary account and added to his Inmate Debit calling account. Debit transactions will
include inmate ID and the dollar amount transferred, and will be sent electronically from
the commissary to the Securus secure FTP server. The resulting electronic data exchange
immediately updates the inmate telephone system to show the inmate identification and
amount of debit time added to the phone account (by each inmate).
As an added advantage, Inmate Debit accounts can also be funded by friends and family
members. This creates more revenue—inmates can make more calls because they now have
additional funds. In addition, unlike traditional prepaid collect accounts, the inmate owns
his Inmate Debit account and is not limited to calling only the numbers funded by friends
and family members. Inmate Debit accounts increase the inmate calling opportunities,
thereby increasing revenue and commissions for the Department
This new calling method will result in increased call volume and additional commission
dollars. DOCs across the country have implemented inmate debit and have found that the
increased call volume has resulted in more friends and family communication between
inmates and outside parties.
Commissary Order by Phone
Securus proposes to provide a unique and time saving feature of our SCP inmate calling
system; Commissary Order by Phone. This feature will increase commissary ordering
efficiency and at the same time save staff time. Securus’ Commissary Order by Phone product
provides inmates with the ability to order commissary items using the same inmate
telephones used to place calls to friends and family members.

Benefits for Your Facility
This product saves facility staff time processing commissary orders and handling
commissary order complaints. Commissary Order by Phone frees up your staff to focus on
important activities like safety and security. Orders can be placed when needed by inmates,
and as frequently as needed, thereby reducing complaints. Increased sales on commissary
items by offering an additional point of sale, may also increase the Department’s
commissionable revenue.

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Benefits for Inmates
Inmates also benefit from using Commissary Order by Phone. If Department policy permits,
Inmates can place orders when they want to, as frequently as they want to without having to
wait on facility staff. It is convenient, easy, and accessible.
To place an order using Commissary Order by Phone, inmates can simply go to any inmate
telephone and dial a designated number. The call then connects to the commissary’s IVR
where the inmate can place their order by following the voice prompts and pressing keys on
the key pad of the phone.
Benefits for Commissaries
Commissaries also benefit. Our Commissary Order by Phone product opens up another
point-of-sale for commissary companies, helping to increase their revenue through the sale
of more products and/or through improving inventory turn times as more orders are placed
more frequently because it is more convenient for inmates.
Officer Check-In
Securus proposes to provide the Securus Officer Check-In function as a fully integrated
feature of our SCP inmate calling platform. This feature will provide the capability for
correctional officers to “check in” from any offender telephone without the need for
specialized buttons or magnetic wands. Each officer will simply lift the receiver of any
inmate telephone; enter his or her unique Officer Check-In PIN and record observations
during their rounds to the SCP phone system. At the end of their rounds, the authorized
users will have the ability to search Officer Check-In calls, as well as accounts providing exact
date and time of entry into each cell location as well as playback of the recorded
conversation of any observations during their rounds.

For staff convenience, the Officer Check-In feature is always active regardless if the
telephone set is automatically programmed to be off during their rounds. However manual
cutoff switches are required to be in the “on” position enabling connectivity between the
telephone and the SCP.
SCP is quite flexible in allowing officers to “check in” from any telephone. Each officer is
provided a unique PIN as well as a personalized mailbox to record an observation during
duty rounds. All information can be obtained simply by generating a report for a single
officer PIN or a group of officers by selecting Officer Check-In report module. Once the
report is generated, personalized messages can be retrieved by authorized personnel from
any workstation with access to the SCP user interface secure Web site. This efficiency
enhancing capability provides audit capabilities that help indemnify your facility and provide
savings on costs related to stand alone check in systems.

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Re-Entry Assistance
Jobview is a small business based in Minnesota producing software that operates in public
access terminals placed in high traffic locations to assist in finding jobs. Jobview has been
one of only a few providers of this niche job search service for nearly 20 years. Jobview
offers a specific job finding service designed for use in correction re-entry programs.

The financial incentive for prisons utilizing job service is compelling. If only one offender
finds a job in three years of using their product, it pays for itself in reduced recidivism costs.
Over the past three years, Jobview has grown the Federal Corrections business to now 15
prisons who host our service. This is over 15% of the total federal prison market. In 2012
over 65,000 job search sessions were conducted with the offenders looking at over 450,000
jobs. This service is a success by any measure. Nearly 650,000 people are released from
state and federal prisons yearly and far greater numbers re-enter from local jails. Each of
them needs a job.
Securus is proposing to make Jobview available to the Department at up to three of its
current re-entry centers.
JOBview 2nd Chance gives inmates a 30-60 day head start on finding a job.
Jobview 2nd Chance is a computer terminal or kiosk that allows people returning to the
community from prisons to search for statewide and nationwide jobs without direct access
to the internet. Jobview 2nd Chance kiosks are “prison-ready” because the user does not
have access to a keyboard or to the internet. Job listings are accessed through a secure
wireless connection from the kiosk to the Jobview datacenter via a virtual private network.
Jobs can only be searched on the kiosk using a touch screen user interface which controls
and limits what the user can see and do. Job descriptions, along with job application
requirements and instructions, can be printed directly from the kiosk to assist the user with
later follow-up. The JOBview program is self-service and requires no user training. The kiosk
is ready for use the minute you plug it in.
JOBview 2nd Chance provides access to nearly 2 million job listings. The listings are updated
daily so users are always searching current jobs. A “disconnected” version of the kiosk is also
available and job listings are updated through a JOBswap media device on a regular basis. A
“software only” version of the JOBview 2nd program is available for facilities that already
have a secure computing environment that is accessible by inmates.
Inmate Benefits

Get a 30-60 day head start on a job search


Browse state and nationwide jobs that are current and updated nightly



Start thinking about jobs before release; putting their mind on something positive
and productive



See what skills and specific requirements they will face well ahead of release



Match educational programs they are using to the types of jobs they may be
qualified for

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

Practice electronic job searching which is technology they will commonly see upon
release



Job listings of interest can be printed and used for reference after a kiosk session

Correctional Facility Benefits

No job-seeker training costs because the JOBview 2nd Chance user interface is selfexplanatory


Staff no longer needs to find and print job listings for their transitioning inmates



Job listings for all types of jobs and levels of experience in cities nationwide



Turnkey service; Jobview takes care of everything



No long-term contracts; annual renewal option

TouchPay—Payment Systems and Related Services
TouchPay Payment Systems has existing payment locations within the state of Florida and
across the United States that can be used by friends and family members to make payment to
the Department.

TouchPay has also developed the interface requirements between Securus and TouchPay for
investigations, transactions, customer service, and maintenance purposes.
TouchPay’s core competencies, when combined with the Securus capabilities, differentiate
us from similar service providers and position us as the industry leader in delivering
convenient funding solutions through:


Ability to Accept Phone Payments – TouchPay has a strategic partnership with
Securus. Providing it’s convenient payment system, including Kiosk-based cash
transactions, has proven to drive incremental phone revenues.



Ability to Accept Multiple Payments – In addition to accepting inmate trust
deposits, TouchPay can also accept visitation, background check, parole, alternative
sentencing, work-release, fines, fees, and any additional payments that would be of
value to the Department.



Release Cards – TouchPay’s Release Card is available to the Department at no cost,
and it would eliminate the need for the Department to issue checks or cash to
inmates at release. A PIN number is issued with the Release Card, giving the
released offender immediate access to their funds.

Online Payments
TouchPay’s online payment-portal accepts Visa and MasterCard credit/debit cards for a
variety of transactions. TouchPay provides a secure web-payment server, and our existing
infrastructure easily allows additional facilities to be added so they can begin taking
payments immediately. Utilizing the existing TouchPay merchant-account network provides
instant transaction postings to the Department’s back-office reporting system.

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Walk-in Retail Payments
Cash customers can safely and securely make deposits with TouchPay’s Walk-in Retail
Payment service. In-store deposits can be made at select retailers who participate in the billpay network, which provides great convenience for cash depositors.
WellCard Prescription Discount Card
Securus proposes to provide WellCardRX brochures to appropriate Department facilities
where they can be distributed to inmates upon release. These small, simple brochures
include a prescription card that provides savings of up to 50%, and sometimes more, on
quality prescription and health care services for employees, inmates and family members,
which inmates can use upon release to purchase prescriptions at a discount.

Securus will provide this without any charge and will provide the Department’s inmates with
a valuable tool in their ability to assimilate back into the general population, helping improve
recidivism rate, and at the same time provide substantial savings to them for prescriptions,
lab tests and other medical procedures. Department employees, family and friends will also
benefit by enjoying the same benefits.
Facts:


This is a free prescription discount program for all customers.



Cardholders receive discounts on more than 60,000 name-brand & generic
prescriptions.



Many nonprescription, specialty and lifestyle medications are also included.



The overall national average discount is 45%.



The overall national savings per prescription is $24.25.



Each month, 24% of cardholders save 70+%.



The card can be used at over 60,000 pharmacies nationwide.



The card is accepted by all Major pharmacy chains and 95% of independent
pharmacies.



Cardholders also receive a 50% - 80% discount on lab & imaging tests.

Who does this benefit?

The uninsured.


The underinsured.



Those with Health Savings Accounts (HSA’s).



Those who have high deductibles.



Those who have not reached their annual deductible.



Those whose medications are not included in their insurance formularies.



Those whose insurance benefits do not extend to lifestyle medications.

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

Those whose insurance does not cover prescriptions while they are in another
state.



Those whose insurance does not cover medications for pre-existing conditions.

Eligibility Requirements:

Everyone.


No applications, registration, approval process, or waiting periods.



No restrictions, exclusions, or limitations.



No one is turned down regardless of age, health, or pre-existing conditions.

Easy to Use:

Simply present the card and prescription to any participating pharmacy.

D.



There is nothing to sign, no pre-authorizations, or claim forms.



There is no expiration date.



There are no restrictions or limits on how much or often a card is used.



One card can be used by an entire family.



All cardholder information is confidential and not sold or used for any other
purpose.

EVALUATION PROCESS INFORMATION
Phase 8 - Best and Final Offers
Respondents will be asked to submit to the Department their Best and Final Offer in accordance
with revised specifications, if applicable, as set forth in the Department’s Request for Best and
Final Offers. The vendors’ Best and Final Offers shall contain the best pricing option the vendor
is prepared to offer as specified in Section A, Pricing, however, after submission of Best and Final
Offers, the Department reserves the right to clarify any element of required service or further
negotiate pricing with a single or all qualified respondents prior to final award. After receipt of
BAFO’s, the Negotiation Team will prepare a summary report of negotiations and enter a
recommendation as to which respondent provides the best value to the state. Award will be
made in compliance with Section 287.057 (3) (b), Florida Statutes.

E.

BEST AND FINAL OFFER RESPONSE INSTRUCTIONS

Responses to this Request for Best and Final Offer shall be received no later than close of
business (5:00 p.m. ET), Tuesday, June 18, 2013. Responses may be emailed (preferred), faxed
or sent hard copy sent via mail. If submitting via email, please submit to
hussey.julyn@mail.dc.state.fl.us with a cc to wright.kelly@mail.dc.state.fl.us. Faxed responses
may be sent to 850-488-7189

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F.

SIGNED STATEMENT OF ACCEPTANCE OF MINIMUM SPECIFICATIONS, TERMS AND CONDITIONS
AND FINAL CONTRACT
The Respondent shall include a signed statement acknowledging acceptance of the minimum
specifications and their intent to comply with all terms and conditions indicated in the ITN,
Respondent’s Initial Response, the Request for Best and Final Offer and Respondent’s Best and
Final Offer.

When a contract is established between the Department and the successful Respondent, the ITN,
the Initial Response to the ITN, the Request for Best and Final Offer and the Respondent’s BAFO
shall be incorporated into and thereby become a part of that contract. If there is a conflict in
language, the Department's contract will govern.

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ATTACHMENT 1
Additional Negotiated Services
Cost Proposal
Additional Negotiated Services
Requested

Additional Charge
Per Minute to
Blended Telephone
Rate Proposed*

“To Connect”
Surcharge**
(i.e. $.25% per call)

(i.e. $/01 increase)

Percentage Change
to Department
Commission Rate
Proposed ***
(i.e. 2% reduction)

Video Visitation Only
Blended Video Visitation
Per Minute Rate Proposed
(inclusive of surcharges)

Department
Commission % Rate
Proposed

$1.00

20%

1.) Video Visitation (5 pilot sites)
2.) Free Calls

NC

NC

NC

3.) Forensics Extraction Options

NC

NC

NC

4.) Investigative Function

NC

$0.25

6% Reduction in
Commission

5.) Cell Phone Detection

$0.003

NC

NC

6.) IVR Scheduling

$0.003

NC

NC

7.) Continuous Voice Biometrics

NC

NC

NC for Securus CVV
Product;
7%reduction in
Commission if FL
DOC requests JLG
Product

8.) Inmate Voice Mail

NC

$0.05

NC

9.) Ability to search calls by
Keywords

NC

NC

NC

10.) Capability to capture inmate
to inmate telephone
communications

NC

NC

NC

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11.) Location Based Services
(cell phones called)

N/C

$0.05

N/C

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EXHIBIT D

State of Florida
Department of Corrections

REQUEST FOR BEST AND FINAL OFFERS (RBAFO)
FOR
STATEWIDE INMATE TELEPHONE SERVICES
In Reference To
INVITATION TO NEGOTIATE
ITN # 12-DC-8396

RELEASED ON
June 14, 2013
Responses to RBAFO Due By
Close of Business (5:00 p.m. ET) Tuesday, June 18, 2013
BY THE
DEPARTMENT OF CORRECTIONS
BUREAU OF PROCUREMENT AND SUPPLY
501 SOUTH CALHOUN STREET
TALLAHASSEE, FLORIDA 32399-2500
(850) 717-3679
FAX (850) 488-7189

The Florida Department of Corrections has issued this
REQUEST FOR BEST AND FINAL OFFER (RBAFO)
For
STATEWIDE INMATE TELEPHONE SERVICES
This is the Request for Best and Final Offer (RBAFO) in response to negotiations with three (3) respondents to the
Department’s ITN# 12-DC-8396. This RBAFO contains Pricing, Additional Negotiated Services, and Value Added Services as
discussed during negotiation and outlined below. The other specifications of the original ITN, unless modified in the RBAFO,
remain in effect. Respondents are cautioned to clearly read the entire RBAFO for all revisions and changes to the original ITN
and any addenda to specifications, which are incorporated herein and made part of this RBAFO document.
Unless otherwise modified in this Request for Best and Final Offer, the initial requirements as set forth in the Department’s
Invitation to Negotiate document and any addenda issued thereto have not been revised and remain as previously indicated.
Additionally, to the extent that portions of the ITN have not been revised or changed, the previous reply / initial reply provided
to the Department will remain in effect.
A.

PRICING
The Respondent shall provide their Best and Final Offer for rates on the below Cost Proposal Table. Costs should be
submitted with the most favorable terms the Respondent can offer.
NOTE: Blended Telephone Rates for family and friends shall not exceed two dollars and ten cents ($2.10) for a
fifteen (15) minute call.
The Department is seeking pricing that will provide the best value to the State. The Department desires that the
resultant contract generates the highest percentage of revenue for the state and the lowest possible telephone call
rate charges for inmate families and friends.
GTL Response:
GTL’s BAFO pricing is reflected below. The blended telephone rate per
call represents a 24% discount compared to today’s rates while our proposed commission offer
will generate an additional 41% in annual commissions in the first 5 years and 52% in the
renewal years.
Furthermore, if inmates take advantage of the lower rates and increase the number of calls
made per month such that their total spend equals what it is today ($14.5mil/yr), your
commission dollars will grow to $9.4mil in the initial term ($14.5M x 65%) or 85% more than you
are being paid under the current contract. In the renewal years, this will grow to $10.2mil
($14.5M x 70%) or 100% more than you are being paid under the current contract.

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ITN#12-DC-8396

COST PROPOSAL

Department
Commission %
Rate Proposed
Blended
Telephone Rate
for All Calls*
(inclusive of
surcharges)

B.

INITIAL
Contract
Term
5 years

ONE
Year
Renewal

TWO
Year
Renewal

THREE
Year
Renewal

FOUR
Year
Renewal

FIVE
Year
Renewal

65%

70%

70%

70%

70%

70%

$0.096

$0.096

$0.096

$0.096

$0.096

$0.096

ADDITIONAL NEGOTIATED SERVICES
The Department is interested in the following services that were addressed during negotiations:
The Respondent shall provide a detailed description of each of the below services, systems and/or equipment
functionality, in narrative form. If included in the Contractor’s BAFO and all, or a portion of, are accepted by the
Department, these services shall be provided as part of the contracted service, and at the rates shown in the Cost
Proposal (see Attachment 1) submitted in the respondent’s BAFO.
GTL Response
We have provided a detailed narrative for each of the additional
negotiated services and additional Value Added services below. In addition to the Additional
Negotiated Services and Value Added Services, GTL’s core offer includes the following:






600+ Feature Centralized ITS
All New ITS Network Infrastructure
All New Telephones
Unsurpassed DOC Staff Experience
Meaningful utilization of certified small, disabled veteran, minority and woman owned
business including PRIDE and RESPECT
 Upon contract award, GTL will assume the risk of transitioning in less than 80 days, in
spite of what other providers may do to delay the transition.
•

Investigative functions : An Investigative tool with the ability to import external sources of data and at
least one (1) dedicated staff person to assist with analyzing investigative data;

GTL Response

“If you can think it, we can link it”

With the same ‘link charting’ techniques used in the Boston Marathon Bombing investigations,
GTL Data IQ provides the Department with the robust capabilities to analyze data beyond call
analytics including the capability to analyze external data in addition to internal data such as the
DOC’s F.A.S.T system, OBIS, GTL’s call data, video visitation, prepaid deposit data and data
extracted from the Cellebrite cell phone forensics units. To maximize the power of GTL Data IQ,
GTL will provide one dedicated staff person PLUS our staff located in our offices in Lake Butler,
FL to assist with analysis regardless of the source of the investigative data. There are no limits
to the analytical capabilities of GTL Data IQ: “If you can think it, we can link it”.

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ITN#12-DC-8396

Florida Department of Law Enforcement and Department of Financial Services
Both the FDLE and DFS are existing users of the underlying technology used to power GTL
Data IQ providing the Department with the capability to access additional investigative data.
Should the Department need to expand an investigation with the FDLE, investigators for both
the Department and the FDLE are already familiar with the use of this technology saving time
used for investigations instead of learning a different analytics tool.
GTL Data IQ Investigative Data Sources – Advanced Intelligence Gathering
GTL Data IQ is far more intelligent than other packages that just
focus on inmate calling data. Inmates have ‘touch points’ with
the outside through means other than telephone calls. GTL
Data IQ was designed with these additional touch points in
mind. Its comprehensive data investigation incorporates
the following sources of data:









Inmate Telephone Calls – Basic Intelligence
Offender Management System Data – Advanced Intelligence
Kiosk Data – Advanced Intelligence
Financial Transaction Data – Advanced Intelligence
Visitation Data - Advanced Intelligence
Video Visitation Data – Advanced Intelligence
Public Information Resources – Advanced Intelligence
Cellebrite Forensic Cell Phone Data – Advanced Intelligence

Additional Information Data Sources: GTL Data IQ provides the Department with a unique
investigative resource within the public domain. Within the State of Florida, investigators will be
able to pull data from public information data sites across a wide cross section. The following is
a partial listing of those public sites available to investigators:
 HIDTA (pending in Florida)

Southwest Border Alliance

 Consumer Finance Businesses

Correspondent Lenders

 DIF Open Fugitives

Health Department License

 Health Facilities No License

Home Improvement Sellers

 Loan Originators

Money Transmitters

 Mortgage Brokers and Lenders

Motor Vehicle Lenders

 Retail Installment Sellers

Sales Finance Businesses

 Securities Firms
Data mining technologies allow investigators to uncover linkages between telephone numbers
and people/organizations to expose complex communication networks, identify investigative
targets, and track chronological or sequential calling patterns.
Searching by inmate, depositor, phone number or visitor enables visualization of:






Connections between inmates and those making deposits to inmate accounts
Phone numbers being called by multiple inmates
Visitors visiting multiple inmates
Financial transactions made via kiosk
Video Visitation system

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ITN#12-DC-8396

Closer examination of some links might reveal no untoward activity; for example, a single phone
number dialed by multiple inmates might belong to an attorney representing each of those
inmates. Other links may provide valuable investigative benefit by revealing patterns and
evidence indicative of ongoing criminal enterprise, gang activity and communication with former
associates.
GTL Data IQ is one of the most powerful analytical packages available on the marketplace with
a specific focus on Law Enforcement and public safety related interests. The system was
designed to handle large volumes of data coming from multiple, disparate sources. The unique
features of GTL Data IQ enable the Department to easily review and analyze the networks,
relationships, and connections associated with their inmate population.
•

Forensic extraction options: Minimum of six (6) Universal Forensic Extraction Devices (Cellbrite or
equivalent); and off site examination of data - maintaining a defendable chain of custody;

GTL Response
GTL is including a minimum of 6 Cellebrite forensic extraction
devices with our offer. Off site extraction and examination of data while maintaining a
defendable chain of custody is provided via our offices in Lake Butler, FL where our
experienced investigative staff will supplement the Department’s investigative staff. In addition
to the minimum of 6 units to be provided to the Department, GTL will also purchase units to be
held at the Lake Butler office for GTL’s investigative staff. In addition to assisting with
investigations, these units could be used as real-time replacement ‘spares’ should one of the
DOC units fail. In that instance, Lake Butler would deliver the spare unit and have the damaged
unit replaced so that investigators lose no productivity in their investigations.
Additionally, GTL offers the Department an annual technology grant, which could be used for
additional Cellebrite units. The details of the annual technology grant are detailed in our
response to Section C – Value Added Services.
•

Video visitation: Pilot program at five (5) facilities, identified by the Department, with an option for
statewide implementation, at the Department’s discretion.

GTL Response
GTL’s offer includes a pilot program at five (5) Department
facilities, identified by the Department.
GTL’s unmatched experience and DOC customer base has given us unique insight into the
needs of large State Departments of Corrections. While other providers may have experience
implementing video visitation for small population facilities, GTL’s video visitation product is the
only hardened solution proven in high-volume environments, such as the LA County Jail. The
number of visits at LA County alone eclipse those processed by all other video visitation
providers combined. When comparing video visitation technology from your finalists, only GTL’s
video visitation technology has been deployed at a DOC – Colorado DOC.
As the leader in the corrections technology industry, we are confident our VisManager Video
Visitation (VVS) service is the best solution for the Department.

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ITN#12-DC-8396

GTL will provide the Department’s needed services for:








Complete Turn-Key Solution
Web-based system
Registering and Scheduling for on-site as well as remote video visits
Security
System Interface to OMS
Staff Access
Reporting

Advantages of GTL’s Video Visitation Solution
 Studies and reports continue to support that recidivism can be
significantly reduced by regular connection and communications
between inmates, families and friends – 13% reduction in
felony reconviction and a 25% reduction in technical
violations.
 Provides family and friends a secure visitation with an inmate,
without having to travel long distances.
 Reduces the possibility of contraband being brought into the facility.
 The visitation backbone rides on the industry’s leading scheduling software that can be
used for even face-to-face visits.
 The granularity of the visitation management software is unmatched by any other
offering in corrections, allowing for the most robust and personalized solution for the
Department.

Revenue Generation
While the demands of your staff and facility continue to grow, budgets continue to shrink. As a
result, correctional facilities have sought out ways to generate revenue to offset costs. Services
such as inmate phones, commissary, and inmate deposits have helped to defray costs; but until
now, there has not been an effective system to generate revenue from inmate visitation.
GTL’s VVS Solution can optionally generate revenue, for example, by charging for additional
visits; those beyond the number permitted at no cost during a specified time period. You might
designate specific days, times of day, or locations for free visits and charge for any other visits.
Whether you offer on-premise video visitation, Internet video visitation, face-to-face visitation or
a combination of these, our VVS Solution’s advanced revenue generation module gives you the
option of generating revenue. Unique to our proposed software, GTL’s visitation management
is the only software that can schedule all types of visits.
VVS Revenue Option Features
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Generate revenue from internet, on-premise video visitation and/or face-to-face visitation
Charge for visits in excess of inmates’ “free visit” quotas
Charge during specific days or times of the day
Charge for specific locations (i.e. downtown visitation center)
Set up unique fee structures
Create override and refund polices
Generate billing reports
Automated refunds for inmate releases, movements, etc.

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Managed Hosting
Industry leading visitation management without added expenses of servers and IT staff
GTL’s hosted VVS Solution eliminates many of the financial barriers that can keep you from
implementing a visitation management solution. Managed hosting gives you the same advanced
functionality as our best-of-breed visitation management solution. Through managed hosting,
you can dramatically reduce your up-front capital investment and in-house resource
requirements.

Video Visitation Functional Overview
GTL’s Video Visitation System, powered by Renovo, includes the VisManager visitation
management scheduling software platform that provides correctional facilities the tools to
manage and control all types of visits through a single web interface: contact, face-to-face,
video, Internet (at-home) and professional. The software was first deployed in 2003 and has
been expanding ever since. VisManager is the clear leader in the visitation management
market. By incorporating customer feedback into development every year, the VisManager
software continues to provide the most comprehensive and configurable visitation platform.
GTL recommends the Department source the very best in scheduling software when selecting
their vendor. VisManager is an all-encompassing visitation management solution developed
specifically for correctional facilities. The system’s modular design allows facilities to install only
the functionality that applies to their department and opt for a phased deployment. This unique
approach allows facilities to add additional functionality as policies and other factors change
over time.

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Whether your solution includes on-premise video visits, internet video visits or simply scheduling
and managing face-to-face visits, this modular-based platform will equip you with the tools to
effectively manage your visitation environment. Our VVS Solution’s flexible, scalable, easy-touse interface allows you to deliver exceptional service to the community while cutting the chaos
out of visitation.
Often times, facilities offer a combination of these types of visits based on the classification of
inmates or the type of visit (public or professional). Based on the customer’s needs, the platform
can handle any combination of traditional contact or non-contact barrier type visits, video visits,
remote (internet) video visits and professional visits.
VisManager is designed to allow each facility to configure the system with their own specific
policies and procedures—without the need for custom development or other interventions on
GTL’s part. Policies can be set up globally or applied only to certain housing units (visitation
quotas, restrictions, approved visitor lists, etc.).
This allows facilities to schedule, manage, and track all visits and visit history in one system.
Utilizing VisManager results in tremendous labor savings and operational efficiencies for
correctional institutions of all sizes.
Features of the VisManager Scheduling Software Solution
 Scheduling a visit
 Charging for visits
 Event and Conflict Checking
 Reports
 Warrant Checks
 Easy Visitor Check-Ins
 User Groups and Privileges
The modularity and hardware neutrality of this software helps protect investments and prevent
technology obsolescence. This system will include all visiting stations, video monitors, web
cams, handsets and codecs for both onsite and remote video visitation. Our flexible solution
supports a variety of configurations:
 On-Site Facility Visitation – Inmate and visitor video visitation units are located within a
facility; allowing visits at the facility without the need for additional security.
 Multiple On-Site Facility Visitation – Video visitation units are located at two or more
facilities; allowing visitor at one facility to visit inmates at the two or more facilities.
 External Visitation – Video visitation units are located at a facility and at an approved
remote location such as courthouse or visitation center to permit video visitation between
these units.
 Remote Visitation – Video visitation units are installed at facilities, which allow visits
with remote home computers.
 In-Pod Video Visitation- Video Visitation is also available on GTL’s In-pod kiosk for use
by inmates , if the county procures these services at a later date for inmate email,
commissary ordering, media/education digital content distribution, or electronic inmate
requests

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Enclosure Features
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Off-the-shelf components
High resolution cameras
Corrections-grade handsets and lanyards
standard monitors (minimum)
Corrections-grade hardened steel
Liquid and vandal resistant
Optional features including: mobile enclosures, dual handsets, and hardened keyboards.

Internet Video Visitation
Reduce Costs… Reduce Crowds… Simplify visitation
Video chat is nothing new, but effectively managing the complexities of inmate visitations via the
Internet requires an Internet visitation environment that accurately accommodates the increased
need for security and tracking associated with inmate visitation. GTL’s VVS Solution provides
the restrictions, quotas, billing rules, warrant checks, and video check-in functionality that are
specific to Internet video visits with incarcerated offenders.
With one simple, easy-to-use website, visitors can register, schedule, and complete visits from
their PC, laptop or tablet PC (iPad and Android). Most importantly, when an Internet video visit
is not an option for the visitor, your staff can use the system to schedule and manage both
Internet and on-premise visits using the appropriate quotas, restrictions, schedules, monitoring,
and recording rules.
•

Free Calls: In 5, 10 and 15 minute increments. Calls will be authorized at the Department’s discretion.

GTL Response
GTL will provide free calls in 5, 10 and 15 minute increments.
GTL understands free calls will be authorized at the Department’s discretion.
•

Cell phone detection: Minimum of 15 detection units (cellsense or equivalent).

GTL Response
GTL is including a minimum of 15 Cell Sense units to be deployed
at locations selected by the Department. In addition to the minimum of 15 units to be provided
to the Department, GTL will also purchase units to be held at the Lake Butler office. These units
could be used as real-time replacement ‘spares’ should one of the DOC units fail. In that
instance, Lake Butler would deliver the spare unit and have the damaged unit replaced so that
investigators lose no productivity in their investigations
Additionally, GTL offers the Department an annual technology grant, which could be used for
additional Cell Sense units. The details of the annual technology grant are detailed in our response
to Section C – Value Added Services.

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•

Interactive Voice Response (IVR) scheduling: appointments, grievances etc.

GTL Response
GTL’s offer includes both an ‘internal’ IVR for scheduling
appointments, grievances, etc and an ‘external’ IVR for public information inquiries.

Internal IVR
GTL’s ‘internal’ IVR provides inmate’s with a speed dial option from the ITS to schedule
appointments such as sick calls, more fully described below, lodge grievances and report
troubles.
Sick Call Scheduling GTL has proactively contacted the state’s selected inmate health care
providers, Wexford and Corizon, for the purposes of defining the specifications for providing an
automated, secure, and documented “sick’ call IVR solution. Our Sick Call Scheduling solution
will assist inmates in appointment scheduling thus decreasing staff time to managed paper and
work flows. Our solution is PIN driven; an inmate would pick up the phone, dial his or her PIN,
access the automated IVR, leave a message, which would then be sent to the appropriate staff
to triage the severity of request. Our solution greatly simplifies appointment scheduling. This
solution follows the current Department’s sick call sheet DC4-698A Rule 33.402.101, F,A,C, or
any other new form that may be revised during the course of the contract.
Grievances and Trouble Reporting GTL proposes to provide one-way IVR capability to the
inmates for the purposes of reporting grievances or problems to minimize Department staff from
handling calls or complaints that might otherwise demand facility staff attention:
 Inmate Complaint Line at which inmates may leave questions or messages about
problems they encounter using the inmate telephone system.
 Called Party Help Line at which outside parties (families and friends) may leave questions
or messages concerning inmate calls, for example: phones inoperable, blocked calls, et
cetera.
The Inmate Complaint and Called Party Help Lines will be regularly checked by GTL Site
Administrators, who will respond to each caller’s question or complaint and take appropriate
action to clear up any issues.
Hotline Signage
Easily readable signage, provided by GTL at locations approved by the Assistant Warden of
Programs throughout and on the grounds of the institution, will inform inmates of the existence
of the “hotlines”; explaining the purpose of each, and providing the toll-free number for each.
Each grievance or trouble report will be researched by GTL staff to determine if a valid condition
exists. If a valid condition exists, GTL will provide Department staff with the appropriate
information including the nature of the grievance or problem along with the inmate’s name and
our recommended course of action to remedy the grievance or problem.

External IVR - Automated Answers for Frequently Asked Questions
GTL’s Facility Services Secretary (FSS) is an automated attendant system that allows families
and friends of inmates to easily interact and access, through a single toll free number, facility
information, inmate status and other available services such as court dates, release dates,
facility address, etc. Department staff is no longer burdened with answering basic and repetitive
questions and can redirect and focus on Department priorities such as managing inmates.
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The FSS has the capability to provide answers to the following topics via a simple menu driven
toll free IVR
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Court Dates
Release Dates
Facility Address and Directions
Facility Rules and Policies
Visitation Information and Hours of Visitation

Relocation Due to Hurricane?
We can automate answers to any topic the Department desires. For example, if the Department
wanted to provide information about the relocation of inmates due to a pending hurricane, the
FSS could be quickly programmed to provide this information for affected family members
providing peace of mind about their loved one’s whereabouts.
FSS Integration with OBIS
The power of FSS is greatly enhanced through the integration with the Department’s OBIS
system. Once the interface is established with OBIS, FSS automatically updates the answers to
common questions based upon the automated updates from OBIS thus eliminating an additional
step requiring human intervention.
GTL has extensive experience interfacing with Offender Management Systems nationwide.
This is especially important to demonstrate we have the proven capabilities to interface with
OBIS for the FSS. As evidenced below, we have interfaced with a variety of different
technologies for 3rd party system interfaces including:
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XML
Direct Database Access
FTP
Watchdog Applications
Screen Scraping

Web Services
Shared File System
Batch Export to File
Socket Communication
Application Program Interfaces

Benefits to the Department
 Drastically reduces staff time answering frequently asked questions
 Reduces staff otherwise spent updating answers to frequently asked questions
 Re-purposes valuable staff time to Department Priorities
 No cost to the Department
Benefits to Friends and Family Members
 Toll Free Access to Important Information
 7x24x365 Access to Important Information
 Instantaneous Access– no time on hold for Department staff
Benefits to the Inmates
 Personal information such as court dates or release dates available immediately to
friends and family members
 Peace of mind during relocation due to a hurricane

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•

Continuous Voice Biometrics

G T L R es pons e

Utilizing the underlying technology for Apple’s SIRI, GTL is able to provide
the Department with our latest addition to the GTL Voice Biometric solution, which is a unique speaker
verification system that enables verification and identification of an inmate in real time, using a simple
spoken pass phrase. Totally language and accent independent, the GTL voice biometric feature
provides a secure, efficient and extremely convenient method to verify an inmate’s identity. Our voice
biometric solution is fully integrated and is easy to deploy within Department facilities.

Designed exclusively to meet strict global security standards, GTL’s voice biometric solution has
successfully passed independent security audits. Our state-of-the-art voice biometric accuracy is used
to secure access to remote services, telephony and Web applications, effectively combating identity
fraud and enhancing the customer experience. GTL’s voice biometric solution has been selected as
the verification platform of choice by leading correction industry and security organizations.
Features
 Language and accent independent
 State-of-the-art accuracy
 Fully Integrated with ITS
 Straightforward deployment
 Integrated security
 Convenient and non-intrusive (no personal information required)
 Multi tenancy, scalability, and multi-site high availability
 Future proof affording the ability to expand capabilities
 Multi-engine architecture allowing further flexibility and interoperability
How It Works
GTL’s voice biometric solution is an integrated component of GTL’s ITS solution which provides
secure access to initiate the verification process. The inmate's pass phrase is acquired by GTL’s
voice biometric solution in order to verify a claimed identity. A verification result is then returned to
confirm the inmate’s identity.
Enrollment
Enrollment in GTL’s voice biometric solution is carried out by an inmate stating three consecutive
renderings of the selected pass phrase, creating a unique voiceprint.
Verification
GTL’s voice biometric solution verifies the inmate by comparing a single repetition of the enrolled
pass phrase to the voiceprint stored in the system’s voiceprint repository.

C ontinuous V oic e B iometric :
Additionally, GTL will provide the Department the GTL Continuous Voice Biometric feature, which is
a continuous scan for inmate, and called party phone swap control and prevention feature. The ITS
continuous voice biometric solution is fully integrated with the ITS. GTL will deploy the continuous
voice feature in conjunction with the initial voice verification biometric feature.
 Operates in Real-Time as opposed to other voice biometric products which are strictly post
production.
 Resides as an integral component of the ITS and does not require 3rd party software to be
opened outside of the ITS user interface.
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 Also, as described below the technology is working throughout the call and will prevent
fraudulent handover of the handset to a different inmate.
With our continuous voice search (Voice IQ) feature enabled, line-monitoring modules continuously
tracks the inmates voice during the conversation; once system detects a ‘Speaker Change’ event, it
triggers an event alert. The alert is capable of performing any combination of the following actions:
 Alert both parties that a “Speaker Change” event has occurred.
 Terminate the call.
 Store ‘Speaker Change’ event information in the ITS database.
 Alert designated Department personnel
 Mark recording for future search of speaker change events including location offset
Actions shown here are triggered in real time, which is a GTL exclusive feature. After call
completion, the Speaker Change Events collect during the call are stored in the ITS database. All
Speaker Change Events for all inmate calls at Department facilities are stored collectively in the ITS
database for further search and retrieval.
Additional Features:
 Seamless Enrollment
 Feature can be enabled for inmate or called party audio
 Speaker Change Events are stored separately, not altering the original recording in any
way.
Future Features on Product Roadmap
 Identify each speaker on the call
 Identification of former inmates on the called party side
Should the Department be interested in JLG’s Investigator Pro with enhanced Continuous Voice
Biometrics, we have included additional details in our Valued Added Services section.
•

Inmate voice mail: Maximum of thirty (30) seconds for friends, family and staff

GTL Response
GTL will include inmate voice mail for friends, family and staff with
a maximum message duration of 30 seconds. Our inmate voice mail solution will be fully
integrated within our ITS thus the Department retains security controls including monitoring and
recording capabilities of inmate voice mails.
•

Ability to search calls by keywords.

GTL Response

NexidiaT M Keyword Search
GTL has partnered with NexidiaT M, a leader in voice and speech pattern recognition solutions,
to provide word data-mining capabilities. The need to analyze data gathered from telephony
audio sources, in multiple languages, is mission critical for corrections agencies and we are
confident the NexidiaTM solution will exceed the Department’s expectations in this area.
Nexidia’s Keyword search is far superior to in-house developed application using patented
technology and support for more than 35 languages and dialects.

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The Problem
A considerable amount of audio recorded is being analyzed using only metadata that is strictly a
single dimension view into the contents of the overall audio, resulting in an unreliable and
fragmented investigation. The sole use of metadata also leads to a very inefficient search
process where significant time is spent listening to audio data that is not relevant to the focus of
an investigation. Department staff responsible for identifying and assessing current and future
threats understand that the information they uncover is time sensitive and loses its value if it
takes too long to extract. Legacy audio search methods are not capable of operating at the
same speeds and the indexing utilized by those methods results in call transcriptions being
delayed and often skipped due to their inefficiencies. Nexidia provides the ability to stream,
index and search spoken words in a matter of seconds after the call has been completed.
The NexidiaT M Solution
NexidiaTM will enable Department investigators to tap into the massive amounts of recorded
audio communications at the fastest speeds, highest accuracy and with the most integrated
deployment options. Department staff can now index large amounts of recorded audio from
phone calls or computer voicemail making content instantly searchable directly from the same
user interface where a call detail report is generated, further increasing the time saved. By
eliminating the need to translate speech to text, and then mining that text, NexidiaTM provides
indexing speeds never before imagined.
NexidiaTM can instantly search any spoken word, enabling the timely identification of relevant
threats and trends, and empowering agencies to immediately respond with preventative,
protective action. The patented phonetic search technology enables searches on proper names,
inexact spellings, industry terms, jargons, slang and colloquialisms—all without extensive
training, large dictionaries or vocabulary updates. Nexidia’s extensive language capabilities
leverage the linguist by delivering highly accurate results regardless of the speakers’ gender,
age, dialect, accent or speaking style.
Nexidia’s Extensive Language Capabilities
Nexidia™ supports more than 35 languages and dialects. Language models are created with
representative audio that provides a robust language recognition capability out of the box.
Language support can also be further refined using Nexidia’s extensible language tuning
framework. Because the technology does not require a dictionary, new language capabilities
can be developed relatively quickly.
How NexidiaT M Phonetic Search works
Nexidia™ technology is based on phonetics—the systematic study of the sounds of human
speech. In all the languages of the world, there are about 400 distinct sounds (known as
“phonemes”) though most languages use only a fraction of that total. By using these tiny
components of language, Nexidia is able to capture a true record of what is being said in an
audio track, which can be searched more quickly, accurately and flexibly than with any other
technology.
The process works in two phases. In the first phase, recorded audio is streamed into the system
and a time-aligned phonetic index is created. Because phonemes are simply uttered sounds,
the indexing is not affected by factors such as background noise, languages, dialects or
speaking styles.
The second phase begins when a search is requested. Searches are performed directly on
words or phrases, or using special operators such as Boolean strings or time-based proximity to
other content. Nexidia’s proprietary and highly efficient search engine identifies and matches the
phonetic equivalent of the search string and returns relevancy-ranked results.

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The result is a process that not only creates the truest representation of spoken audio, but also
enables the fastest, most accurate access to the information contained within the audio files.
Whether used to improve the tagging of audio for syndication, to perform ad hoc searching for
audio discovery and evidence, or for analysis and reporting on large volumes of customer call
data, NexidiaTM delivers advantages no other technology can match.
Key Benefits to the Department
Greater Speed: Phonemes are the tiniest building blocks of language. Using these small bits
enables faster processing of audio and the ability to find words and phrases within context
without requiring complex and difficult-to-maintain dictionaries.
Greater Accuracy: Today’s languages are changing rapidly. New words, industry terms,
blended words, proper names, slang, code words, brand names, and even the non-standard
mixing of different languages are all easily processed with the phonetic approach.
Greater Flexibility: Because Nexidia technology is not dictionary-based, there is no need to
train the system for dialects or accents. Additionally, Nexidia™ is unaffected by unique speaking
styles, jargon and even audio quality that can impact the performance and accuracy of text-tospeech methodologies, so you get what you need faster and with less impact on your
resources.

•

Capability to capture inmate to inmate telephone communications

GTL Response
As a member of the ICER consortium, GTL provides the
Department the capability to capture inmate to inmate telephone communications. ICER
(Inmate Communication Evaluation and Reporting) is an emerging technology offered by JLG
Technologies, which attempts to detect inmate to inmate telephone calls. The ICER technology
is a post call event analysis tool used to analyze call data to identify potential inmate to inmate
telephone calls.
•

Location based services of called cell phones.

GTL Response
Utilizing powerful and accurate GPS location based services, GTL Cell Point can access a
consumer’s cell phone location regardless of the network or device type. Using carrier networkbased location and GPS, GTL Cell Point can help you locate cell phone users through pinpoint
location, latitude/longitude coordinates or geo-fencing proximities. Investigators within our
reporting application can select a ‘Get Location’ button, which will provide the user a map with
the location of the cell phone user. Location based services are most effective with the major
wireless carriers including ATT, Sprint and Verizon Wireless who provide a combined 83% of
wireless service.
Features of GTL Cell Point include:
 GEO Fences
 Adjustable GEO Fences – User Defined
 Real time notifications
 Ad Hoc Queries
 Court order may be required for on-demand cell phone locations

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What is Geo Fencing?
Geo Fencing is setting up a perimeter in an area of interest and determining if calls from a
Department facility are going to said area of interest.
Example of Geo Fencing: Alerts if a cell phone was called by an inmate phone within a ½ mile
of the facility and provides ability for administrator/investigator with proper rights to listen to that
call LIVE. This is of interest to a facility where a suspect is about to bring in drugs at visitation,
throwing any form of contraband over the wall or in the recreational area, etc.
Geo Fence can be established for an area around the facility, a known drug house, area of high
gang activity, etc.
Ad Hoc/On Demand Search
Department staff enters a cell phone number and the system ‘pings’ the cell phone to determine
its location. The degree of accuracy is dependent upon the number of towers near the cell
phone – i.e. rural towers with fewer towers = lower accuracy while metropolitan areas with more
towers = greater accuracy.
 Location information is derived from the longitude and latitude of the cell phone towers.
 GTL follows all applicable law enforcement guidelines for providing cell phone locations
 Location services provide a moment in time location snapshot
 Historical locations and movements are available via a subpoena or court order.
In order to provide the best value to the state, the Department reserves the right to accept or reject any or all of the
additional negotiated services.
GTL Response
GTL understands the Department reserves the right to accept or
reject any or all of the additional negotiated services.
C.

VALUE-ADDED SERVICES
Value-added services include any services, including additional services that the Contractor offers to provide as part
of the Contract resulting from the ITN that is either not required to be provided in the ITN or RBAFO or clearly
exceeds the minimum requirements of required service. The Respondent shall provide a detailed description of each
value-added service, system and/or equipment functionality, in narrative form. If included in the Contractor’s BAFO
and accepted by the Department, “Valued-Added Services” shall be provided as part of the contracted service at no
additional cost to the Department and with minimal impact to family and friends.
GTL Response
GTL is proposing a number of value added services beyond the
minimum specifications of the ITN and Additional Negotiated Services, which further
demonstrate the present and future value of our capabilities to the Department.
1. Visitation Scheduling
2. Pilot for Wireless Devices for Inmate Education, Re-entry Programs and Secure
Communication
3. $100,000 Annual Technology Fund
4. Investigator Pro Technology with enhanced Continuous Voice Biometrics
5. Debit Calling Option
6. Call Track – Parolee Monitoring Services

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Value Added Service #1 - Visitation Scheduling for All Department Visits
GTL’s fully-integrated prison solution includes supplying the Florida Department of Corrections
with the “best in class” Visitation Scheduling Software powered by Renovo. GTL’s exclusive
relationship with Renovo Software means that only GTL has the ability to provide the most
powerful and comprehensive visitation management and scheduling software in the Country.
This mature and fully proven solution will revolutionize how the Department manages visitation
today. Friends and family will now schedule, track and receive notification of inmate visits
without the hectic “first-come, first-serve” visitation policy. Visitations are scheduled online using
a simple website that can be accessed at home or via Smartphone.
Visitation Scheduling & Automation
Inmate visitation management should not be one-size fits all – visitation management software
must address your unique policies, challenges, and requirements. GTL’s video visitation
solution is designed to let you to create specific policies, quotas, and restrictions that allow for
effective and accurate visitation scheduling – reducing costs, crowds, and conflicts.

GTL’s Visitation Scheduling Software, is an all-encompassing visitation management system
developed specifically for correctional facilities. The system’s modular design allows facilities to
use only the functionality that applies to them and opt for a phased deployment. This unique
approach allows facilities to add additional functionality as budgets, policies, and other factors
change over time. The software is designed to allow each facility to configure the system with
their own specific policies and procedures—without the need for custom development or other
interventions on GTL’s part.
Policies can be set up globally or applied only to certain housing units (visitation quotas,
restrictions, approved visitor lists, etc.). Often times, facilities offer a combination of these types
of visits based on the classification of inmates or the type of visit (public or professional). Based
on the customer’s needs, our platform can handle any combination of traditional contact or non©2013 Global Tel*Link – BAFO Response

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contact barrier type visits, video visits, remote (internet) video visits and professional visits. In
addition, this software can be configured with rules and policies specific to each visit type. This
allows facilities to schedule, manage, and track all visits and visit history in one system. The
GTL Scheduling Software results in tremendous labor savings and operational efficiencies for
the Department.
Benefits to the Department
 Friends and family can schedule visits on-line or on their Smartphone - reducing parking
lot congestion, reducing public visitor conflicts, reducing staff stress and overall,
automating all aspects of visitation scheduling and public communications.
 Components of the web-based and lobby scheduling software:
 Multilingual web and kiosk interface
 Professional web-based registration and scheduling allows the Department to set
unique policies for professional visitors
 The ability to provide visitor kiosk registration and scheduling via ID card reader
 Conflict checking to ensure inmate visitation availability, based on:
 Inmate and station availability
 Inmate and visitor quota verification
 Inmate and visitor restrictions
 Housing unit visitation schedules
 Visitation center hours
 Schedule events as exceptions to regular visitation schedule (holidays, lockdowns, maintenance, etc.)
 Number of visitors allowed per visit
 Ability to automatically match visitors to wheelchair-accessible stations.
 Friends and family receive automatic confirmation of visits. When an inmate’s housing
unit or status changes, our solution will automatically reschedule affected visits. If visits
cannot be rescheduled, they are cancelled and visitors are notified via email and
automated phone messages.
 Automated inmate updates and cancellation notices
 Fully configurable policies and quotas that can be set:
 For both inmates and visitors
 By day or by week
 Ability to set different quotas for different housing units
 Custom visitation schedules for different housing units and visitation centers
 Assign staff users to user groups with specific privileges
 Inmate & visitor restrictions
 Reconfigure policies at any time without redeployments or further development
 When the facility cancels a visit, friends and family are automatically notified via a prerecorded telephone message (in English or Spanish) and email. This eliminates the
need for staff to manually notify visitors.
 Seamless interface of the scheduling software into the Department’s current Offender
Based Information System (OBIS). Inmate bookings, movements, and releases are
immediately propagated throughout the system, providing up-to-date visitation
schedules, with visibility across the facility.
 Mass email of notifications to all active visitation scheduling users in the public visiting
system.
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 Revenue generation opportunities for how visitation is conducted today:
 Charge for visits in excess of inmates’ “free visit” quotas
 Charge during specific days or times of the day
 Charge for specific locations
 Set up unique fee structures
 Create override and refund polices
 Generate billing reports
 Extensive reporting capability and intelligence tools for GTL’s Data IQ product and for
investigators across the Department.
 Ability to conduct pre-visit warrant checks, to support security and public safety.
 ID card readers for visitor registration, scheduling, and check-in.
The Department will be assigned a team of experts to install, configure, and train the
Department and every facility on how to use the scheduling software. This solution empowers
the Department to streamline visitation processes through increased efficiency. GTL offers the
Renovo Visitation Scheduling Software at no cost to the Department.

Value Added Service #2 - Pilot for Wireless Devices for Inmate Education, Reentry Programs and Secure Communications
Imagine a Department facility where inmates have a correction’s grade tablet capable of offering
Department approved curriculum toward completion of a GED or educational content aimed to
improve the recidivism rate for inmates, all from their housing units.
Sound farfetched? In reality, these capabilities exist today. GTL has corrections grade wireless
tablets and telephones ready to pilot with the Department. While a quality corrections grade
device is important, it is only half the story. Through our relationship with Smart Horizons and
Sandy Osteen of Critical Connections, we will have curriculum designed for inmate education
and re-entry ready to deploy.
In addition to benefits of education, these wireless devices could also be used for telephone
calls and video visitation sessions. If interested, GTL would work with the Department to
safeguard these features and ensure only Department authorized communication takes place
from these devices preventing inmates from impermissible internet access and unauthorized
communication.
GTL is willing to jointly pilot with the Department wireless devices for use by inmates for inmate
education, re-entry programs and future communication options such as video visitation and
telephone calls. GTL offers this pilot at no cost to the Department.

Value Added Service #3 - $100,000 Annual Technology Fund
Each year, our customers are faced with tighter budgets and difficult choices in how to manage
to these budgets. Beyond commissions, our $100,000 annual technology fund provides the
Department with the flexibility to fund additional technology such as Cellebrite or Cellsense
units, implement a cell phone interdiction program or any other technology deemed a priority by
the Department. This annual technology fund is offered at no cost to the Department.
As an additional option to the Department, the amount of the yearly technology fund may be
increased with minimal impact to family and friends.

©2013 Global Tel*Link – BAFO Response

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Value Added Service #4 - Investigator Pro Technology with Enhanced Continuous
Voice Biometrics
As an alternative option for the Department’s need for inmate calling verification of identity, GTL
is able to provide the JLG continuous voice biometric inmate identification system.
The Investigator Pro™ system is a powerful suite of investigative analysis tools that identifies
inmates over telephone calls and exposes those who try to hide their identities to engage in
criminal activity.
It automatically flags criminal calling patterns and other case sensitive issues, and alerts
investigators to suspicious calls so they can quickly prioritize investigations. The system’s
dashboard automatically collects and analyzes a vast amount of information that would
otherwise be labor intensive to gather and interpret.
The Investigator Pro system biometrically analyzes the entire phone call. The system then
detects suspicious patterns across the entire call database, and automatically presents its
findings. As a result, investigators no longer have to drill down through mountains of information
to make the connections.
Investigator Pro Feature Highlights
High Interest Call Feature: Automatically identifies and alerts investigators to high interest
calls so they can spend less time monitoring and more time investigating.
3-Way Call Detection: Exposes inmates' attempts to disguise their identities and leave no trail
behind.
Intelligence Analysis: Proactively analyzes criminal calling patterns to intercept illicit activities.
Administrative Reports: Optimizes information so you can better manage your priorities.
Case Evidence Management Tools: Collects and organizes your evidence all in one place
with state-of-the-art tools.
Interagency Intelligence Sharing: Gathers more credible intelligence information for you to
share with other public safety agencies.
If the Department desires to implement the JLG continuous voice biometric solution, this
technology is available with minimal impact to family and friends.

Value Added Service #5 - Debit Calling Option
Debit calling is a proven call option, which benefits the Department in the following ways
1.
2.
3.
4.

Increased contact between inmates and their friends and family members
Increase in annual commissions
The same security features as Collect and PrePaid Collect calling
Offered at no cost to the Department

For example, a large DOC with nearly 50,000 inmates experienced a doubling of call volumes
since the implementation of an integrated debit calling option, which generated additional
commissionable revenue while providing inmates another option for communication at
affordable rates.

©2013 Global Tel*Link – BAFO Response

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GTL’s ITS provides traditional collect calling as well as prepaid call options to ensure that
inmates have every possible opportunity to connect with their friends and loved ones. Roughly
half of all telephone numbers in the United States, including almost all cell phone numbers, are
restricted from receiving traditional collect calls. Prepaid calling options including debit calling
overcome this limitation; enabling the completion of many more, otherwise approved, inmate
calls. Debit calls are subject to the same ITS call restrictions and security functions as collect
calls.
Debit calling allows inmates to pay for calls directly from their existing commissary/trust
accounts, eliminating the need for calling cards that can be lost or stolen. This is accomplished
via an interface between the ITS and the facility’s Offender Management System or the
Commissary Banking system.
Inmate Debit Calling
• Inmate debit can fund both domestic and international calling.
• Inmate debit allows access to many more phone numbers because so many numbers
are blocked from traditional collect calling.
• Inmate debit provides international calling without the security and financial risks
associated with international collect.
• Inmate debit calls are more likely to be accepted since the answering party does not
have to pay for the call.
Fully Integrated Debit – This innovative approach allows inmates to make calls using money
that exists in their commissary/trust accounts. Cardless (Seamless) Debit calling is offered at
no cost to the Department. Inmates can easily fund debit calls through the inmate telephone
system at a moment’s notice and complete calls to any facility-approved telephone number he
or she chooses. Family and friends may contribute to an inmate’s debit calling ability by
depositing money directly into the inmate’s commissary or trust account.
Inmates use their confidential Personal Identification Numbers (PINs) to place debit calls. The
advantage to Carless (Seamless) Debit calling is that it has proven superior to the selling of
commissary time or calling cards and best of all no human intervention is required.
The advantages of fully integrated debit include:
 When GTL implements fully integrated debit the result is usually a substantial increase in
call volumes and commission revenues for the facility.
 Less busywork for staff with greater system accuracy and fewer data entry errors.
 No calling cards to sell, monitor, or worry that they are being used for gambling.
 Inmates have access to their existing funds in real-time through the ITS to pay for debit
calls.
 Quicker, easier debit calling through the OMS/accounting module.
 Automatic deactivation of an inmate’s debit account upon the inmate’s release from
incarceration.

©2013 Global Tel*Link – BAFO Response

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Value Added Service #6 - Call Track – Parolee Monitoring
Call-Track is a phone and web-based service used to track low-risk offenders while freeing up
case managers to focus on higher-risk offenders and other tasks.
How it Works
The Call-Track program is a fully-integrated module within the GTL Case Management System
(CMS), but can also operate as a stand-alone system for monitoring low-risk offenders via
phone and web-based reporting services. The Call-Track service is no cost to the Department
with low fees incurred by the offenders being monitored. Payments may be accepted via an
IVR or directly through the web-reporting site itself.
Offenders are assigned to various reporting schedules, ranging from weekly to bi-weekly to
monthly. Offenders may be assigned to phone and/or web reporting services. Each reporting
method may have multiple services associated with it, each with its own set of custom-defined
questions. A history of all recorded responses, both audio and web-based, is maintained for
offenders enlisted in the Call-Track service.
Call-Track Alerts are generated when an offender responds to a question that triggers a
change in data, such as a change in address, employment, recent arrest or admittance to
violating their terms of probation. When an alert is triggered, case managers receive updated
information in the CMS and can also choose to have notifications sent via email, phone, text
message, etc.
Case managers supervise their Call-Track caseloads through the Call-Track Management
module. This module utilizes a Dashboard utility to present users with information in an easy-toanalyze format. Color-coded notifications identify upcoming or past due calls, missed payments
or offender reports that generate Alerts. In addition to reviewing reporting information, case
managers can send mass voice and/or electronic communications to individuals or groups of
offenders. Offenders may also receive additional reminders for things like upcoming reports,
office visits, court dates, etc.

©2013 Global Tel*Link – BAFO Response

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ITN#12-DC-8396

D.

EVALUATION PROCESS INFORMATION
Phase 8 - Best and Final Offers
Respondents will be asked to submit to the Department their Best and Final Offer in accordance with revised
specifications, if applicable, as set forth in the Department’s Request for Best and Final Offers. The vendors’ Best
and Final Offers shall contain the best pricing option the vendor is prepared to offer as specified in Section A, Pricing,
however, after submission of Best and Final Offers, the Department reserves the right to clarify any element of
required service or further negotiate pricing with a single or all qualified respondents prior to final award. After receipt
of BAFO’s, the Negotiation Team will prepare a summary report of negotiations and enter a recommendation as to
which respondent provides the best value to the state. Award will be made in compliance with Section 287.057 (3)
(b), Florida Statutes.
GTL Response
GTL has submitted its Best and Final Offer in accordance with the
revised specifications and instructions.

E.

BEST AND FINAL OFFER RESPONSE INSTRUCTIONS
Responses to this Request for Best and Final Offer shall be received no later than close of business (5:00 p.m. ET),
Tuesday, June 18, 2013. Responses may be emailed (preferred), faxed or sent hard copy sent via mail. If
submitting via email, please submit to hussey.julyn@mail.dc.state.fl.us with a cc to wright.kelly@mail.dc.state.fl.us.
Faxed responses may be sent to 850-488-7189

F.

SIGNED STATEMENT OF ACCEPTANCE OF MINIMUM SPECIFICATIONS, TERMS AND CONDITIONS AND
FINAL CONTRACT
The Respondent shall include a signed statement acknowledging acceptance of the minimum specifications and their
intent to comply with all terms and conditions indicated in the ITN, Respondent’s Initial Response, the Request for
Best and Final Offer and Respondent’s Best and Final Offer.
When a contract is established between the Department and the successful Respondent, the ITN, the Initial
Response to the ITN, the Request for Best and Final Offer and the Respondent’s BAFO shall be incorporated into
and thereby become a part of that contract. If there is a conflict in language, the Department's contract will govern.
GTL Response
Please see the attached cover letter preceding our Best and Final
response, which includes a statement that GTL, is acknowledging minimum specifications and
our intent to comply with all terms and conditions indicated in the ITN, GTL’s Initial Response,
the Request for Best and Final Offer and GTL’s Best and Final Offer.

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ITN#12-DC-8396

ATTACHMENT 1
Additional Negotiated Services
Cost Proposal

Additional Negotiated Services
Requested

Additional Charge Per
Minute to Blended
Telephone Rate
Proposed *
(i.e. $.01 increase)

“To Connect”
Surcharge**
(i.e. $.25 per call)

Percentage Change to
Department
Commission Rate
Proposed***
(i.e. 2% reduction)

1.) Video Visitation (5 pilot sites)
2.) Free Calls

NC

NC

NC

3.) Forensic Extraction Options

NC

NC

NC

4.) Investigative Function

NC

NC

3.0% reduction

5.) Cell Phone Detection

NC

NC

NC

6.) IVR Scheduling

NC

NC

NC

7.) Continuous Voice Biometrics

NC

NC

1.5% reduction

8.) Inmate Voice Mail

NC

NC

NC

9.) Ability to search calls by
Keywords

NC

NC

1.5% reduction

10.) Capability to capture inmate to
inmate telephone communications

NC

NC

NC

11.) Location Based Services
(cell phones called)

NC

NC

4% reduction

VIDEO VISITATION ONLY
Blended Video Visitation
Per Minute Rate Proposed
(inclusive of surcharges)

Department
Commission % Rate
Proposed

$0.60

25%

*If no additional charge per minute is being proposed respondent must indicate NC (no charge)
**If no surcharge is being proposed respondent must indicate NC (no charge)
***If no change to initial department commission rate is being proposed respondent must indicate NC (no change)

Request for Best & Final Offer

Page 24 of 24

ITN#12-DC-8396

Marlene H. Dortch, Secretary
July 18. 2013
Page 5
Attachments
cc:

Kalpak Gude (via email)
Randolph Clarke (via email)
David Zesiger (via email)
Lane Johnson (via email)
Anjali Vohra (via email)
Melissa Kirkel (via email)
Diane Griffin Holland (via email)
Richard Mallen (via email)
Marcus Maher (via email)
Rebekah Goodheart (via email)

CERTIFICATE OF SERVICE
I hereby certify that, on October 29, 2013, the forgoing Opposition was served via
electronic mail on the following persons:
Marlene H. Dortch, Secretary
Federal Communications Commission
Marlene.Dortch@fcc.gov

Sean Lev
General Counsel
Federal Communications Commission
Sean.Lev@fcc.gov

Chairwoman Mignon Clyburn
Federal Communications Commission
Mignon.Clyburn@fcc.gov

Julie Veach, Chief
Wireline Competition Bureau
Federal Communications Commission
Julie.Veach@fcc.gov

Commissioner Jessica Rosenworcel
Federal Communications Commission
Jessica.Rosenworcel@fcc.gov

Stephanie A. Joyce
Arent Fox LLP
1717 K Street, N.W.
Washington, DC 20036
Stephanie.Joyce@arentfox.com

Commissioner Ajit Pai
Federal Communications Commission
Ajit.Pai@fcc.gov

By:
Lee G. Petro