000950 RFP.pdf

Inmate/Resident Phone, Video Visitation, Tablet and Electronic Messaging Service

Request for Proposal (RFP) Event #000950

Distributed by:

Oakland County Procurement Division 2100 Pontiac Lake Road, Bldg. 41W

Waterford, MI 48328

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E v e n t # 0 0 0 9 5 0

Table of Contents

Table of Contents Section 1.0: Scope of Work

1.1 Introduction

1.2 Solicitation Timeline

1.3 Scope of Services

1.4 Qualifications

Section 2.0: Bidder Information and Acceptance

2.1 Bidder Profile

2.2 References

2.3 Certificate of Compliance with Public Act of 517 of 2012

2.4 Technical Proposal

Section 3.0: Bidding, Evaluation, Selection, & Award Process

3.1 Oakland County Responsibility

3.2 Truth and Accuracy of Representations

3.3 Bidders Questions

3.4 Preparation of the Proposal

3.5 Adherence to Mandatory Requirements (Pass/Fail)

3.6 Evaluation Process

3.7 Evaluation Criteria and Award

3.8 Optional Tools to Enhance Evaluation Process

3.9 Oakland County Option to Reject Proposals

3.10 Freedom of Information Act

3.11 Contacts with Oakland County Personnel

3.12 Final Agreement Award Determination

3.13 Changes and Addenda to Proposal Documents

3.14 Reservation of Rights

3.15 Withdrawal of Proposal

3.16 Cancellation

Section 4.0: General Terms & Conditions

4.1 Gifts/Gratuities

4.2 Interests of Bidder and County

4.3 Indemnification and Hold Harmless

4.4 Taxes & Payment Terms

4.5 Equal Employment Opportunity

4.6 Nondiscrimination

4.7 Governing Law and Venue

4.8 Compliance with Laws and Regulations

4.9 Advertising

Attachment A – Pricing Sheet Attachment B – Professional Services Terms and Conditions Template Attachment C – Oakland County Campus Map

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Section 1.0: Scope of Work

1.1 Introduction

The Oakland County Procurement Division, on behalf of the INFORMATION TECHNOLOGY DEPARTMENT, is requesting proposals to provide Inmate/Resident Telephone & Video Visitation Service; Mail Scanning and Electronic Mail Service, E-messaging; Tablets and Service. The purpose of this competitive Request for Proposal (RFP) is to promote and ensure the fairest, most efficient means to obtain the best value to Oakland County shall be assessed in accordance with the established evaluation criteria outlined in this RFP.

Oakland County, Michigan is in southeast Michigan, immediately north of the City of Detroit. The County covers 910 square miles and encompasses 62 cities, villages and townships (CVTs).

Located astride the Interstate 75 corridor and at the heart of “Automation Alley”, Oakland County is a world technology center. Oakland County’s population is approximately 1.2 million, encompasses 545,000 parcels of property, and features one of the lowest operating tax rates in the state of Michigan. Oakland County is one of the few counties in the nation with a AAA bond rating.

Additional information can be found on Oakland County’s website.

Children’s Village Description:

Children’s Village is Oakland County’s child-caring campus. Children’s Village offers a wide spectrum of services, ranging from community-based (parenting classes, day programming, restorative justice programming, reentry services) to on-campus (secure detention, secure and non-secure residential treatment, shelter care) options. Children’s Village is a 24 hours per day/7 days per week campus. All youths placed at Children's Village are under the jurisdiction of the court and/or the Department of Health and Human Services. In 2023, Children’s Village processed 442 intakes into our secure detention program, 41 intakes in our residential treatment programs, 66 intakes in our shelter care program, and 91 intakes in our weekend restorative justice program.

Additional information about Children’s Village can be found on the Children’s Village website.

Oakland County Sheriff’s Office Description:

The Main Oakland County Jail, located at 1201 North Telegraph, was built in 1973. The 2nd Floor of the jail is a maximum-security facility and has general inmate population housing of approximately 440 inmates. The intake area on the first floor for processing new arrests includes holding tanks and observation cells which accommodate a capacity of 109 inmates.

A 24-hour, seven-days-per-week health clinic is operated at the jail and has seven single cells. In March 1989, the Annex (a direct supervision facility) was completed, which is attached to the Main Jail and has the capacity to house an additional 487 inmates. The East Annex satellite facility, which can house 398 Inmates, was constructed as a Work Release facility in 2003, and repurposed for general population inmates and renamed it to the East Annex facility in March of 2010. Originally part of the Satellites and Court Services Division, it was moved into the Corrective Services Division in 2022. At present, the East Annex is closed and is not housing any inmates. In 2024, the Corrective Services Division admitted 12,247 prisoners.

http://www.oakgov.com/

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This RFP is not a contractual offer or commitment to purchase services. Proposals must conform to the procedures, format, and content requirements outlined in this document. Significant deviations or failure to submit required information may be grounds for disqualification. Oakland County reserves the right to waive, at its discretion, any irregularity or informality that Oakland County deems correctable or otherwise not warranting rejection of the RFP.

1.2 Solicitation Timeline

Activity Date

Request for Proposal Released 06/17/2025

Mandatory Pre-Bid Conference and facility tour of Children’s Village and Oakland County Jail

07/09/2025 at 9:30am – 12:00pm EST

Requests for Clarification Due 07/16/2025 at 02:00pm EST

Bidder Q&A Provided Estimated 07/23/2025

Proposals Due 07/29/25 at 02:00pm EST

Proposals to this Request for Proposal/Qualification are due on 07/29/25 at 02:00pm EST.

All documentation for this event is available on the Michigan Inter-governmental Trade Network (MITN). Bidders are to register as a Supplier on the MITN website. If help is needed, call the MITN help line 800-835-4603.

The primary contact for this RFP is Andy Krumwiede 248-858-7678. Specific requests for clarification must be submitted online before 07/16/2025 at 02:00pm EST. All questions should be submitted in MITN and will be answered in the form of an addendum to the RFP.

The Pre-Bid Conference is MANDATORY.

Please RSVP to attend the Pre-Bid Conference scheduled for Wednesday, 07/09/25, from 9:30am – 12:00pm by sending the following information to Andy Krumwiede at krumwiedea@oakgov.com by 5pm EST on 07/07/25:

Company Name of Attendee Phone Number Email Address

The Pre-Bid Conference meeting will begin and end at the Oakland County Lecture Hall located at:

1200 N. Telegraph, Building 49W Pontiac, MI 48341-0421

Please note this is a fenced secure facility and only pre-registered visitors will be allowed access to the building. The County Lecture Hall is located off the main lobby in Building 49W.

https://www.bidnetdirect.com/mitn/oakland-county https://www.bidnetdirect.com/mitn/oakland-county mailto:krumwiedea@oakgov.com

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It is the responsibility of the Bidder to check the MITN website for addendums.

1.3 Scope of Services

The Scope of Services for this Proposal is to solely represent the interests of the County. The Bidder(s) will be responsible for services including, but not limited to:

A. General

1. Oakland County requests proposals from experienced, qualified inmate/resident telephone service providers. The County’s expectation is that the qualified bidders can submit a proposal based on their own expertise and experiences from working with a similar scope and complexity to our facility. The bidder must serve as the primary contractor and be held solely responsible for the delivery, operation and maintenance of all inmate/resident technology services proposed throughout the term of the contract.

2. A single CJIS compliant (in the state of Michigan) web-based solution that provides telephone, video visitation, tablet, and electronic mail service offered at no cost to the

County.

3. A solution to improve facility operations and reduce facility staff burden by the use of a single, easy to use, secure web-based administrative platform.

4. The design, installation, electrical, cabling, licensing, configuration with ongoing support and maintenance for all hardware and software solution components. The Bidder will engage the County’s preferred Bidders as needed for any work on the County property.

5. Ability for Friends and Family to deposit funds into a web-based application to pay for telecommunication services. Must provide full customer care and support.

6. Provide end-to-end responsibility of the Systems, including hardware, software, installation, licensing, maintenance, operation, and training.

7. The bidder agrees and understands that County may authorize, at its sole discretion, to utilize existing networking resources to add additional sub networks (VLANS, SSID’s so other County authorized vendors do not need to provide their own network equipment.

8. The Bidder agrees it will obtain written approval from the County (Oakland County

Sheriff’s Office, Children’s Village and IT) on the design and configuration of the system prior to installation.

9. The Bidder will perform remote diagnostics to regularly maintain the network infrastructure that supports the hardware and services provided at the County. The

System will continuously monitor the health, security and capacity of the equipment, applications and associated networks to help ensure 99.9% uptime with uninterrupted reliable operations. The bidder will guarantee that the County will also be automatically notified when the monitoring system sends alerts.

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10. The Bidder will retain the County data within a cloud platform for a period of (7) years after inmate/resident release date, regardless of contract status. The bidder will download and provide the data to the County at the County’s request.

11. Bidder will comply with the PREA (Prison Rape Elimination Act) standards.

12. Create a public website that includes accessibility/assistance software that allows disabled individuals to utilize the website,

13. Provide a centralized, secure, password protected, web-based dashboard that will be accessible to County authorized users through a secure internet connection from a desktop, laptop, or remote device.

14. Conduct an inspection of the County’s current Inmate and Resident communications equipment and infrastructure to determine the viability of reusing the existing infrastructure before delivering the Bidder’s technologies and services. Equipment and infrastructure determined not viable for reuse will be replaced by Bidder at no cost to the County.

15. The Bidder shall provide and maintain a current listing of all public Inmate/Resident telephone and video systems. Such list will also include, but not be limited to, the following information: site location (including address and city), facility name, floor and room number, and a description of location within a room by equipment type, model name, and number.

16. All calling rates are subject to changes initiated by the FCC. All rates shall be consistent with and comply with all applicable FCC rules and regulations, and in no event shall rates exceed amounts established by the FCC.

17. The Bidder will submit written notification to Oakland County Sheriff’s Office within thirty

(30) days of any proposed changes in FCC regulated and unregulated telecommunication rates and/or proposed commission rate increases for the County.

The Bidder’s written notification will include a copy of the FCC rate filing detailing all surcharges, connection charges, and rates.

18. A Contract amendment must be executed by the Bidder and the County for any changes to rates or fees charged by the Bidder to Inmates/Residents and Friends and Family.

19. The Bidder will keep all hardware devices and software located in the County current with the latest software and security patches.

20. The Bidder will convert and import the last two (2) years of data from the previous Bidder into the Bidder’s database at no charge to the County.

21. The Bidder will store the imported two (2) years of the previous Bidder’s data at no charge to the County.

22. New recordings of voice conversations, including video visitation visits and Call Detail

Records, shall be stored online using RAID Disk array or County approved cloud storage technology.

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23. The Bidder must provide free Law Library access for inmates use on tablets and kiosks utilizing the product that the State Bar of Michigan recommends to its members. The current recommendation from the State of Michigan is “Fast Case”.

During the life of the contract, the Bidder will maintain, at no cost to the County, the Law Library service following the State Bars recommendation. Should the State of Michigan change their Law Library company recommendation, the Bidder will update their tablets and kiosks to reflect the new Law Library company so that inmates have immediate access to that resource.

24. Ensure the Systems will be fully implemented for use and ready to go live on January

1, 2026. The County will not utilize the Systems until that date.

25. The Bidder must promptly communicate system status and outages to the County.

26. Voice recognition for inmate/resident user onboarding and system use is required.

27. The bidder will replace the current seventy-one (71) kiosks within the OCSO Jail which have reached end of life at no cost to the County.

28. The bidder must provide a kiosk for the OCSO visitation area which will accept credit/debit cards from the public at no cost to the County.

29. The bidder must remove and dispose of all obsolete equipment and cabling as part of implementation?

30. The bidder must remove and store, in a secure location, any of the previous vendor’s equipment as part of the implementation.

31. The Bidder will provide a full-time onsite Support & Maintenance employee to manage the System and equipment at the OCSO Jail and Children’s Village Facilities. This Support & Maintenance consists of:

➢ Monday – Friday 8am – 4pm ET

➢ 24x7 on call support including weekends and all holidays which may require onsite service.

➢ The Bidder guarantees that a Field Service Technician will be sent on-site to the

County location within six (6) hours of being notified by the County.

➢ Required Service Level Agreement (SLA) timeframes:

Priority Level

% of Service Affected

Required Time to Respond

Target Resolution Time

Client Update

P1

>= 30%

2 hours

< 8 hours

Every 3 hours

P2

>5% & <30%

4 hours

< 24 hours Every 6 hours

P3 < 5% 8 hours

< 48 hours

Every 24 hours

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B. Telephone & Video Visitation Service

1. Provide County with fully automated, durable, tamper-proof, user-friendly Inmate/Resident telephone and video visitation cloud-based applications (“Systems”) at no cost to the County. Inmate(s) shall be defined herein as individuals ordered into the custody of the Oakland County Sheriff’s Office (“Sheriff’s Office”).

2. The Bidder agrees that customers will be charged the lowest possible fees for video visitation per minute, in 30-minute intervals.

3. The Inmate/Resident phone call completed by the Inmate/Resident during the inmate’s initial booking DOES NOT COUNT as their free weekly phone call. This Inmate/Resident Phone and Video Visitation setup during initial inmate booking within the Bidder’s Systems must last no longer than three (3) minutes.

4. The Bidder must provide toll free calls to (888) 604-7888, through speed dial on all

Inmate/Resident telephones, to access Government Payment Services, or any other service the County allows the Inmate/Residents to use to pay for bonds, fines, and/or costs with credit cards.

5. The Bidder must provide all Inmates/Residents with free and unlimited professional calls (i.e., attorney/client, clergy, probation, program services, etc.). The professional’s name and credentials must be identified in the System so that the Inmate/Resident is not charged for the connection. The Bidder must provide and document a simple procedure for professionals to register a phone number in the System with an appropriate approval process so the County can vet the entries for validity.

6. The Bidder must include a Prison Rape Elimination Act (PREA) line that

Inmates/Residents can call, free of charge, to report PREA incidents. The PREA line will be monitored by the County.

7. The Bidder’s System must be configured to support free calls to County specified numbers and/or designated voicemails for services such as PREA, Crime Tips (covert communications), requests (general, medical, or grievances), public defenders, etc. All such numbers and voicemails will be configured by the Bidder, after County approval, during the installation.

8. The Bidder will program all Inmate/Resident telephones for outbound calls only prior to activation. Dialing must be restricted to ten (10) digits.

9. The Bidder will provide a 3-Way Call Detection System which can be enabled for

Inmates/Residents and individually disabled for registered privileged users. Once a 3-way call is detected, this system can be configured to respond as follows:

i. Disconnect the call

ii. Play a single prompt

iii. Begin playing a prompt at random intervals during the call

iv. Take no external action and store the details in the call detail database

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10. The Bidder will provide the following customized, pre-recorded announcement on the telephones for the County’s jail facilities: “The called party has a collect call from <Inmate’s name>, an Oakland County inmate, which will be recorded and monitored”.

11. The Bidder will provide the following customized, pre-recorded announcement on the telephones for Children’s Village: “The called party has a collect call from <Resident’s name>, an Oakland County Children’s Village resident, which will be recorded and monitored”.

12. The party called shall be given the option to accept or reject the call.

13. The party will be notified of all costs associated with accepting the call including surcharge, connection charge, cost for the first minute, cost for subsequent minutes, and any regulatory fees.

14. The County will have the option of excluding the pre-recorded announcements from the cost of the call.

15. The Bidder’s System can be configured to play call branding information and other prompts randomly or at predetermined timed intervals throughout the call. Any pre-recorded announcements interjected into calls shall be excluded from the Bidder’s billing calculations.

16. The Bidder will provide the County with additional pre-recordings as they are requested by the County.

17. The Bidder’s System must provide positive acceptance by the party called before an

Inmate’s/Resident’s call is connected. When non-conforming telephone activity is detected during a call attempt, it is documented in the Call Detail Record (CDR), the call will not be placed, and the charges will not be incurred.

18. The Bidder will modify the infrastructure (i.e., switches) at the County’s Main Jail, East Annex, and Children’s Village facilities to accommodate the new phone system.

19. The Bidder must reconfigure the phones used for initial account setup in all booking areas.

20. The Bidder must provide local, interstate, and international telephone services.

21. Provide user-friendly phone and video visitation Systems that are easy for the

Inmates/Residents and Sheriff’s.

22. Allow Inmates/Residents the opportunity to place calls at approved calling rates.

23. Provide collect-only telephones and disallow incoming calls.

24. Must provide a battery powered TTD/TTY Telephone device that complies with ADA requirements.

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25. Create a public website that includes accessibility/assistance software that allows disabled individuals to utilize the website.

26. Provide a public lobby kiosk that accepts credit cards and debit cards to allow public visitors visiting the facility to create their personal accounts and deposit funds. Cash must not be accepted.

27. Prevent Inmate/Resident harassment calls to Oakland County officials, correctional employees, witnesses, victims, and the public at large.

28. Prevent the billing of fraudulent outbound calls.

29. Provide user-friendly instructions for Inmate’s/Resident’s relatives and friends to set up an account to receive collect phone and video calls. The Bidder will provide a toll-free telephone number, internet access to the selected Bidder’s Customer Support Department for billing inquiries made by the public, and detailed instructions, which must be made available through the Oakland County Sheriff’s Office website.

Current, updated hard copy instruction documents must also be available on Inmate’s/Resident’s pages on the Oakland County Sheriff’s Office website, and by demand. The Bidder will provide the County with all the instructions and the County will be responsible for adding the content to the Oakland County Sheriff’s Office website.

30. Provide the equipment necessary to ensure the County‘s jail and Children’s Village communication Systems are compliant with all the requirements set forth in the Americans with Disabilities Act (ADA). This includes providing one (1) Inmate/Resident station that is accessible to persons in wheelchairs and providing Systems that are compatible with Telephone Devices for the Deaf (TDD).

31. Provide web-based applications that streamline and fully automate scheduling visits with no involvement from the County.

32. Allow individuals to schedule their own visitation 24/7.

33. Notify the individuals scheduling visits by email when their visit is manually canceled.

34. Bidder shall provide Kiosks that will accept credit cards and debit cards. The Kiosks will allow visitors to create and deposit funds into prepaid accounts or Inmate(s)/Resident(s) trust accounts. Cash must not be accepted.

35. After a deposit is made, a photo of the individual making the deposit shall be saved and a printed receipt shall be generated that includes the transaction number, deposit amount, fee amount, and a toll-free customer phone number. The funds shall be available immediately upon deposit.

36. Each Kiosk will be equipped with a 19” LCD touchscreen display, a webcam, two bill acceptors, each with a one thousand (1,000) dollar bill capacity, a debit/credit card reader, a thermal receipt printer, and a coin acceptor.

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37. The Bidder will provide all labor necessary for installation of the Kiosks including, but not limited to, material handling within the facilities and all costs associated with the networking, internet connectivity, and electrical enhancements required for the installation of the Kiosks at the County. Bidder will also be responsible for providing all supplies needed for the Kiosks (i.e., paper, ink, receipt tape, etc.). Bidder will further guarantee the workmanship of the installation of the Kiosks.

38. All Kiosks will be fully supported and maintained, including custodial services and software updates, by the Bidder throughout the life of the Contract.

39. The Bidder will provide the County with phone numbers and email addresses for service technicians. Kiosk repair requests shall be responded to within four (4) hours, and any necessary repairs shall be completed within forty-eight (48) hours.

40. Acknowledgement that the County will not troubleshoot or repair the Kiosks and will place an “Out of Order” sign on the Kiosk until the issue is resolved.

41. Bidder will conduct a thorough inspection of the video visitation communications equipment and infrastructure currently installed and owned by the County to determine if it is viable to reuse any of the existing equipment and infrastructure to Bidder’s technologies and services.

42. If the equipment and/or infrastructure is not viable for reuse by the Bidder, it will be replaced by Bidder at no cost to the County. The Bidder will supply additional Inmate/Resident video visitation stations, as needed, to ensure that the ratio of Inmates/Residents to the number of Inmate/Resident video visitation stations remains approximately the same per facility as of January 1, 2026.

43. The Bidder will provide a Video Visitation System, which is a web-based application, to enable and support remote visitation through the public Internet. Public users can utilize their PC, smartphone, or tablet with an active internet connection to schedule and participate in a video visitation with an Inmate/Resident.

44. The Bidder will modify the infrastructure (i.e., switches) at the County’s Main Jail, East Annex, and Children’s Village Facilities to accommodate the visitation Kiosks.

45. The Bidder must provide video call features, including speakers and sound, on the

Bidder’s tablets. The Bidder must also address and resolve any privacy issues identified by the County.

46. The Bidder must provide all Inmates/Residents with free and unlimited professional video calls (i.e., attorney/client, clergy, probation, program services, etc.). The professional’s name and credentials must be indicated within the System so that the Inmate/Resident is not charged for the connection. The Bidder must provide and document a simple procedure for professionals to register a phone number in the System with an appropriate approval process so the County can vet the entries for validity.

47. The System must include a facial recognition software feature that will enable the

County to immediately and automatically suspend transmission of the

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Inmate/Resident and/or public user’s camera feed when the software is unable to detect the user’s face (eyes, nose, mouth). When this occurs, a visual text is displayed detailing the corrective action that must be performed (i.e., face device’s camera) to resume transmission of a suspended camara feed. The camera feed will immediately resume after the corrective action is performed.

48. The Facial Detection software must be configured to allow authorized staff members to enable or disable the software in advance based on the specific inmate, public user, or both.

49. The Bidder must provide custom designed for correctional environments, at no cost to the County, using the following ratio:

i. Tablet device for every two (2) inmates.

ii. Tablet device for every resident.

iii. Kiosk device for every (20) inmates or residents.

50. The tablets provided by the Bidder must be:

i. Charged wirelessly with no cords or exposed charging ports.

ii. Have wall mounted wireless charging station.

C. Mail Scanning and Electronic Mail Service

1. Provide an Electronic Mail and Messaging Service that includes:

a. An off-site location for the acceptance of inmate mail.

b. Scan and provide an electronic image of the mail for viewing.

c. Adequate number of kiosks to provide content to housing areas not permitted to have tablets.

d. Provide electronic images made accessible kiosks and Tablets provided by

Bidder.

e. Provide Customer Support service for inmates/residents/friends/family.

2. Provide an Electronic Messaging System at no charge to the County pre- configured to allow confidential electronic messaging for legal communication between attorneys and their clients at no charge.

3. The bidder must provide, at no charge to the County, the required access points needed at Children’s Village to provide tablet and e-messaging services.

4. The bidder must demonstrate a minimum of three (3) years of experience in scanning inmate mail.

5. The Bidder shall demonstrate at least five (5) years in supporting inmate kiosks and tablets in a correctional setting.

6. The Bidder must have vast experience and currently be processing mail for over 50,000 inmates nationwide. .

7. The Bidder must currently process mail for agencies larger than 2,500 inmates.

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8. Bidder must provide documentation statistics for past performance capabilities of processing over 5,000 individual letters a day.

9. Bidder must currently provide mail processing services, comparable to Oakland County size, to over 30 correctional facilities nationwide.

10. Bidder must provide mail scanning services to over 15 states.

11. The Bidder shall provide the Detention Center local access to the Bidder's electronic management systems.

12. Bidder must provide a solution for scanning legal mail that meets rules and regulations for privileged legal mail.

13. Bidder must provide an electronic messaging system for no cost legal communication for attorneys and their inmate clients.

14. Bidder must have 8 years of experience providing an electronic messaging system for attorneys to allow for privileged communication with their clients.

15. The Bidder shall provide a contingency plan for addressing technology issues that cannot be resolved remotely.

16. Bidder shall explain the details regarding the offsite mail facility including staffing levels, hours of operation, facility size, facility security, contamination plan etc.

17. Bidder shall explain if offsite mail processing facility uses separate partitioned air chambers to minimize staff exposures and entire facility shut down when contaminated mail is received.

18. Provide Email at .50 cents per message as part of this service.

19. Provide electronic access to scanned inmate/resident postal mail at no cost to the inmate/resident, no cost to agency, and no cost to public, via kiosks or Tablets in inmate/resident housing units.

20. Receive, scan and make mail available at a minimum of five (5) days per week excluding

Federal Holidays.

21. Process and make available high-definition color scans of inmate mail within twenty-four (24) hours of it being received at the Bidder's facility.

22. The Bidder shall maintain the original copies of inmates' mail for a minimum of thirty (30) days.

23. Provide kiosks with a minimum screen size of seventeen (17) inches having user-friendly, secure, waterproof, aluminum keyboards.

24. Provide County staff with total control of every aspect of communications through the system.

a. Approve or reject inmate mail, messages or photos

b. Search via keyword inmate mail and messages

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c. Create and distribute electronic detention forms

d. Post documents to and notices to inmates

e. Send inmate messages

f. View and track public user activity and locations

g. Generate defined reports.

25. In the event expert testimony is needed in cases involving a court case or lawsuit; the Bidder will provide certified personnel capable of testifying to the integrity of the system, the complete system process and any other subject related to the installation, use, operation and the method by which mail is received and converted to an electronic document. This service shall be provided at no cost to the County.

26. The Bidder shall conform to established County policy regarding the disclosure of confidential or privileged information in any and all matters involving information of the offender. All records and data relating to the offender will remain the sole property of the County.

27. All contract service providers are required to comply with the PREA Standards. These standards may be located at: http://www.prearesourcecenter.org/sites/default/files/content/

28. Provide every inmate in the Oakland County Jail with two (2) message credits per week.

29. All records and data relating to the offender will remain the sole property of the County.

30. Must conform to established County policy regarding the disclosure of confidential or privileged information in all matters involving information of the offender.

31. Provide education modules and court ordered courses will be loaded and available to inmates at no charge to the inmate or Oakland County Sheriff’s Office.

32. All non-privileged messages and mail processed by the Bidder will be achieved for (7) years to be available and searchable by the Oakland County Sheriff’s Office to assist in criminal investigations.

33. The County currently offers Electronic Messaging billed to the sender. Please provide

Electronic Messaging charges in your RFP Bid Response.

34. Bidder must offer Photo Delivery Service. Please provide Photo Delivery charges in your RFP

Bid Response.

D Tablets and Service

1. Provide inmate tablets custom designed for correctional environments at no cost to the County using the following ratio:

a. (1) tablet device for every two (2) inmates.

b. (1) tablet device for each resident.

c. (1) kiosk device for every twenty (20) residents or inmates.

2. Tablets must charge wirelessly with no cords or exposed charging ports utilizing wall mounted wireless self-charging stations. Each charging station must charge up to ten (10) http://www.prearesourcecenter.org/sites/default/files/content/

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Each charging station must have FCC compliant certification.

3. Tablets must be kept up to date with software releases with a minimum of the current release minus one version of the operating system.

4. Tablets must have camera with demonstratable capability to perform video visitation on tablet.

5. Tablet must follow all state statutes, laws, regulations, standards and policies.

6. Bidder will host the County's facility’s commissary ordering function on their hardware for no additional costs.

7. Bidder must provide 12,500 (OCSO Jail) plus 1,500 (Children’s Village) correctional grade

(bagged) white stereo earbud headphones for the residents/inmates annually with the following specifications:

a. Brand: Fredo Audio

b. Part #: WEB-1

c. Fully compatible will all tablets

d. 3-foot cord

e. 3.5mm round jack

8. Provide the ability for inmate/resident education.

9. Provide Digital Request, Grievance and Medical Form modules for no charge. Provide

County staff with the ability to create electronic detention forms from these modules at no additional cost.

10. Provide the ability to post inmate handbooks, PREA notices, and any other documentation needed to distribute to inmates with a “mandatory acknowledge” feature to confirm receipt.

11. Provide County staff with the ability to quickly and easily initiate communications with inmates/residents via a facility management dashboard. Messages are accessible to inmates on kiosks and Tablet devices.

12. Each tablet must be assigned to a specific housing area and will only allow inmates within that housing area to sign in and use a tablet. Individual tablets are not assigned to specific inmates.

13. The Bidder must provide the County with a sufficient number of extra tablets so that the tablet to inmate ratio remains available.

14. The Bidder will replace any malfunctioning tablet with a new tablet at no additional cost to the

County.

15. The Bidder shall have the capability to perform remote diagnostics from its service facility.

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E. Inmate/Resident Account Setup:

1. The Bidder will use voice biometrics and Personal Identification Numbers (PINs) to set up each Inmate’s/Resident’s call account. The Inmate/Resident must enter their PIN (provided by the County’s Jail Management System) and provide a voice sample to be matched against a pre-recorded voice of the Inmate/Resident.

2. The Bidder will utilize a two-factor authentication process to ensure the proper match of the Inmate/Resident with their corresponding PIN.

3. The Bidder shall provide a feature, that when enabled, will allow the Inmate/Resident to select a four-digit personal passcode to be entered every time the Inmate/Resident makes a call. This additional passcode, referred to as PIN2, is designed to provide an additional layer of security to prevent fraudulent use of another Inmate’s/Resident’s PIN.

4. The Pre-Paid Collect (PPC) account option will offer Inmate/Resident family and friends the ability to place funds directly into their personal account for the Inmates/Residents to call them. PPC accounts can be funded through the following options:

i. Live Representative at a Customer Service Center

ii. Interactive Voice Recognition System (IVR)

iii. Secure website

iv. On-site Kiosks

F. Friends/Family Pre-Paid Account Setup:

1. The Bidder will provide an automated operator and collect, pre- paid and debit, local, domestic, and international call capabilities for Inmates/Residents to stay in contact with their family and friends.

2. Pre-paid accounts will include alternate billing options for pre-paid collect, PIN debit, debit cards, and direct billing.

3. The County will have the option for the Bidder to program to permit Inmates and Residents to complete their first call attempt before providing the called party with immediate access to the Bidder’s Customer Service Representatives for account setup.

4. The Pre-Paid Collect (PPC) account option will offer Inmate/Resident family and friends the ability to place funds directly into their personal account for the Inmates/Residents to call them. PPC accounts can be funded through the following options:

i. Live Representative at the Customer Care Service Center telephone number.

ii. Interactive Voice Recognition System (IVR) at a publicized number.

G. Interfaces:

1. The Bidder will finance, test, and implement a data sharing interface as requested.

2. The bidder will utilize the existing automated API to ingest data from the County's Jail

Management System (JMS). The County will provide an automated hourly inmate data feed including each active inmate’s PIN, first name, last name, gender, date of birth, facility and housing location within that facility. Inactive inmates will not be included.

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3. Bidder must ensure there is a feed to the County’s Jail Management System so that

Inmates/Residents can view account balances, any deposits pending, all medical, dental, commissary and Victims’ Rights Fees owed and paid, and upcoming release dates.

4. The Bidder will provide the County’s Jail Management System with the program coding and all technical assistance necessary to enable the County’s Jail Management system to receive financial transaction data and to send back financial transaction data, as well as provide the Inmate/Resident identifying information necessary to associate payments made from the public with individual Inmates/Residents.

H. Training:

1. The bidder will provide onsite or remote training for the County at no additional cost.

2. The bidder will provide Oakland County staff with training documentation and user guides.

3. The training materials will be updated by the Bidder and distributed to County to include any changes made to the Devices and software specific to the system functionality.

4. The training session will cover all aspects of the System’s hardware and software inclusive of administration, operation and report production.

5. Additional on-site training, training documentation and user guides, along with remote/online training sessions requested by Oakland County will be provided at no cost throughout the duration of the contract.

6. Provide the County with pop-up definitions including step-by-step documented instructions for key System terms and functions through the web-based help dashboard instead of hardcopy documentation.

7. Provide the County with sufficient promotional material to be posted by the County. The informational pamphlets for Inmates/Residents and visitors must explain how calls are placed and how to open an account and deposit funds to receive calls through the Bidder’s Systems.

8. The Bidder will provide the County with digital and printed Friends and Family Guides as requested by the County.

9. The Bidder will work with the County to modify the County’s website and Inmate/Resident

Friends and Family Guide to include the URL for the new deposit website. The URL must be simple and easy to remember.

10. At the County’s request the Bidder shall supply and install, at no expense to the County, all telephone signage for each telephone location as directed by County. All newly proposed signs must be approved by the County prior to installation, unless required by law or regulation.

11. All telephones shall provide Inmates/Residents with verbal dialing instructions as customized by Bidder in accordance with the County’s instructions. In addition, the phones shall state

“COLLECT OR PREPAID CALLS ONLY, DESTRUCTION OF THIS PROPERTY WILL

RESULT IN CRIMINAL PROSECUTION”.

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I Investigative Tools:

1. Bidder will provide investigative tools that are fully integrated with Bidder’s Systems to leverage communication in real-time, without the need to export or transfer data between Systems.

2. The Bidder will provide a secure interface between the County’s correctional facilities and external law enforcement agencies. This interface will aid facility staff and investigators with managing case details for specific incidents or individuals.

3. The Bidder must provide the County System Administrators the ability to create new “cases”.

After case creation, the authorized users must have the ability to publish digital, text-searchable case-note assets such as Call Detail Records, call recordings, voicemail messages, electronic and scanned paper documents, text data entries, etc.

4. The County investigators must have the ability to:

i. Authorize specific County users to have access to specific case data files so that they can assist in investigating.

ii. Mark case files as “Private” making them accessible only to the investigator.

iii. Mark case files as “Shared” making them accessible only to the users granted specific access by the investigator.

iv. Mark case files “Public” making them accessible to anyone with user authorized access to the security domain.

5. The System must provide a “best known name and address” feature allowing the investigator to query external data sources to locate the “best known name and address” associated with the phone number called by the Inmate/Resident. If located, the address of the telephone called will be displayed through the interface with Google Maps.

6. The System must provide the ability for all calls not protected by the registered exception call list (professional calls) to be monitored by authorized staff or investigators in real- time through a dashboard, which can be accessed on-site or remotely by any computer or smart device with an internet connection. Upon logon, the authorized user can view all calls in progress and select calls to immediately monitor without the knowledge of the call participants.

7. The System must include "Watch Lists" to monitor all call activity within the Systems to send an immediate alert to the designated investigative staff. Upon receipt of an alert, the authorized investigative staff can log onto the System dashboard to monitor the call and dispatch staff to the telephone location to positively identify the caller.

8. The System must have an automatic alert system that triggers whenever a specific number is being dialed, or a particular inmate is utilizing the system. The alert system must include the capability to text message, email or call specific authorized users at predetermined phone numbers or email addresses.

9. The System must include voice analytics and the ability to alert investigators when certain words are used in a phone or video call. Automatic speech recognition technology must process the audio from phone and video communications and output textual representations of the conversations which are then processed using keyword searching techniques. Detection

P a g e 19 | 48 of keywords can be alerted using audible and visual indications, email, text notifications, and through remote call notifications.

10. Must provide tools to aid in the investigation or discovery of criminal activities by allowing investigators to easily check for any links between inmates/residents and public individuals or other inmates/residents using multi-path and multi-relation analysis.

11. Must provide multi-path/multi-relation analysis capable of detecting an indirect relationship between two inmates or residents through a public individual using a combination of phone calls, video visitation visits and electronic messages.

J. Call Recording and Storage:

1. The Bidder must record all or selective Inmate/Resident calls or sessions based on Inmate/Resident PIN (Personal Identification Number), called numbers, Inmate/Resident telephone station, video terminal, or Inmate/Resident account.

2. The System must automatically disable monitoring and recording on registered privileged users (professional calls). If a privileged user (e.g., client/attorney) has accepted a call prior to registering as a privileged user with the County, the Systems will automatically delete any previous recordings as soon as their account is marked as privileged.

3. All recordings must be immediately accessible online through the System Dashboard by any computer with internet access. Once logged on, the authorized County users will have the ability to playback and/or download the recordings.

4. The System must have the ability to download recordings in a compressed .mp3 format that can be emailed as an attachment.

5. The System must have the ability to assemble groups of recordings into a single set for easy tracking.

6. The Bidder must provide Five (5) years of searchable voice data recordings that must be always available online for the life of the Contract.

7. The System must have the ability to download audio/video recordings onto a media storage device (CD, DVD, USB Flash, etc.) using a point and click feature.

8. All call/video detail records and recordings will be stored and backed up on a redundant

Storage Area Network (SAN),

9. The Bidder’s storage systems must scale automatically, eliminating any storage capacity limits. The County will not have a file storage limit.

10. All Call Detail Records and recordings must remain online and immediately available for the full duration of the Contract.

11. The Bidder must configure fully automated daily backups during off-peak hours.

12. The Bidder agrees that all call detail and voice/video recordings for the term of the Contract will be owned by the County and must be easily accessible and supplied upon request. The

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Bidder agrees this data will remain the property of the County until the expiration of the Contract.

13. The Bidder agrees that when the Contract expires or is terminated in accordance with Section

4 of the Contract, and if requested by the County, the Bidder will work in cooperation with the newly selected Bidder to provide all call and video detail and voice recording histories at no charge to the County. The Bidder will not be required to convert files into a new format to accommodate the selected Bidder unless the County or the selected Bidder negotiates an agreeable cost with the Bidder.

K. Call Detail Record Analysis and Reporting:

1. The Bidder’s Application Dashboard will provide extensive Call Detail Records and analysis tools for the County to generate a variety of standard and customized reports in real-time. Data can be sorted by available column headings and either printed or downloaded into an Excel, PDF, CSV, HTML, or RTF file.

2. The Bidder must provide the following built-in standard reports on their Dashboard:

a) Call Summary: number of calls based on call type which can be filtered by date range and sorted by date.

b) Call Summary by Phone: number of calls based on call type per phone.

c) Inmate/Resident PINs of Special Interest: PINs of Inmates/Residents assigned to the facilities Watch List.

d) Phone Usage Statistics: number of minutes a phone was used during a specific date range including number of call attempts, connections, acceptances, and denials.

e) Frequently Dialed Numbers: Phone numbers called during a specific date range based on phone number, total minutes, number of attempts to call (connected, accepted, or denied). Includes links to CDRs and Inmate/Resident PINs used to make the call.

f) Multiple Inmate/Resident PIN Search: phone numbers called by multiple Inmate/Resident PINs over a specified date range based on a threshold defined by the County with links to Call Detail Records and Inmate/Resident PINs used to place the calls.

g) Hot Number Call Detail Records: CDRs for all phone numbers called on a facility-defined Hot Number/Special Interest Watch List.

h) Phone Number Search: Allows the user to determine if a phone number is on the Global List and/or any Inmate’s/Resident’s Personal Allowable Number (PAN) list.

i) Call search page customizable reports will provide an extensive set of search parameters allowing the County to locate CDRs and data of interest. Call search criteria can be saved to generate future up-to-date reports. CDR searches may also be filtered based on:

i. Facility

ii. One or more originating phone numbers

iii. Called number/multiple called numbers

iv. Inmate/Resident PIN or name

v. Completed calls

vi. Specific call terminations or blocking codes

vii. Call type: Collect, Prepaid Collect (PPC), Inmate/Resident PIN Debit, Visitation Phone, Free, etc.

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viii. Recorded calls

ix. Calls with three-way call attempts detected

x. Calls with extra DTMF (Dual tone multi-frequency (DTMF) is the sounds or tones generated by a telephone when the numbers are pressed) dialing detected

xi. Date/Time range

xii. Call duration

3. The Bidder will provide the County with monthly detailed reports as requested by the county.

L Inmate Deposits (Commissary) and Financial Accounting:

1. The Bidder’s Friends & Family website must clearly state the difference between the two inmate accounts where funds may be deposited:

I. Communication account – phones, video, mail, messaging, entertainment.

II. Trust account – commissary, jail fees, medical, transfer for bond payments.

2. Funds deposited by Friends & Family must be available to the inmate or resident within thirty (30) minutes of a successful transaction processing via an interface with the County’s Jail Management System (“JMS).

3. The Bidder must deposit funds obtained for inmates or residents to the County within three (3) business days after the transaction is made.

4. Financial account activity must be reconciled daily between the Bidder and the County.

5. The Bidder agrees that in order for a F&F to…