ESBD_File_295149_644-22-022322-A-JOTTS-ESBD.pdf

STATEMENT OF WORK (SOW)

FOR

Managed Services for Telecommunication

Juvenile Offender Telephone and Tablet System

Texas Juvenile Justice Department

RFO No.: 644-22-022322-A

NIGP Class/Item 915-79

Issued July 27, 2022

Table of Contents

1. INTRODUCTION

2. BACKGROUND

3. SCOPE OF WORK

3.1 Location of Services to be Performed

3.2 Telephone Functional Requirements and Technical Specifications

3.2.1 Telephone Functional Requirements

3.2.2 Telephone Technical Specifications

3.3 Tablet Functional Requirements and Technical Specifications

3.3.1 Tablet Functional Requirements

3.3.2 Tablet Technical Requirements

3.3.3 Tablet Hardware Requirements

3.3.4 Tablet Application Requirements

3.3.5 Staff Control Tablet Requirements

3.4 Vendor Requirements, Responsibilities, and Staffing

3.4.1 Vendor Requirements and Responsibilities

3.4.2 Staffing

3.5 Other Requirements

3.6 Implementation, Installation, System Cabling, Testing, and Acceptance

3.6.1 Implementation

3.6.2 Installation

3.6.3 System Cabling

3.6.4 Testing and Acceptance

3.7 Training

3.7.1 System Administrator Training

3.7.2 Youth and Called Party Training

3.7.3 Post-System Initiation Training

3.8 Maintenance and Support Requirements

3.9 Disaster Recovery Plan

3.10 Vendor Service Quality and Quality Control Plan

3.11 Vendor Communication

3.12 Added Value

4. REQUIRED REPORTS

5. PERIOD OF PERFORMANCE

5.1 Period and Place of Performance

5.2 Option to Renew

5.3 Option to Extend

5.4 Transition of Contract

6. INVOICES

7. PRICING

7.1 Rate Structures

7.2 Pricing Instructions

8. RESPONSE SUBMISSION REQUIREMENTS

8.1 Schedule of Events

8.2 Solicitation Point of Contact for TJJD

8.3 Inquiries

8.4 Submission of Responses

8.5 Historically Underutilized Business………………………………………………………………………………………

9. EVALUATION OF RESPONSES

10. AWARD OF CONTRACT

EXHIBIT A - EXECUTION OF OFFER

EXHIBIT B - PERFORMANCE MEASURES

EXHIBIT C - PRICE FORM

EXHIBIT D - TERMS AND CONDITIONS

EXHIBIT E - HUB Subcontracting Plan (HSP)…………………………………………………………………………………...71

1. INTRODUCTION

The Texas Juvenile Justice Department (TJJD or Agency) is the state Agency in Texas responsible for creating safer communities by providing opportunities for young offenders and at-risk Youth to grow into free, productive, and responsible Texans. The Agency operates secure state facilities for Youth committed to the state by juvenile courts, executes contracts with private facilities to provide alternative placements for Youth, and operates halfway houses that transition Youth back into the community.

TJJD is seeking an Offer to provide Youth telephone services for use in TJJD’s facilities and halfway houses. The communication between a Youth in TJJD’s care and their support system is a critical element to their treatment. As part of agency’s Texas Model, connection to a caregiver helps to create a sense of felt safety in the Youth and the adult within the relationship, which helps to lower stressful neurochemical responses in the brain during crisis moments. This connection will facilitate logical thought and actions to resolve issues that arise within the relationship. Youth who feel liked and supported by their caregivers also develop better social skills and do better in educational environments. It is vital that all caregivers be capable of communication with the Youth while in the facility so that these connections can grow and develop along with the Texas Model skills and strategies that are being taught to the Youth. Not only will the connection between Youth and caregivers be strengthened, but the Youth will also have the opportunity to help educate the caregivers on the Texas Model skills they are learning.

TJJD is looking to improve the current Youth telephone system with the newest hardware and software capabilities to provide more and efficient means for Youth to connect with their support systems. TJDD would like to keep the existing infrastructure to the extent possible; however, TJJD looking for the best solutions for our Youth and will make the necessary changes in line with a Respondent’s offerings and recommendations in response to section 3. Scope below.

2. BACKGROUND

TJJD operates five (5) state-owned Youth residential facilities and five (5) halfway houses across the State of Texas. Each of these locations has a dedicated telephone system for Youth to make phone calls outside of the facility to an approved list of recipients. Youth are charged for each non-agency call conducted. Youth are permitted to call the agency’s Incident Reporting Center (IRC) or the Office of the Independent Ombudsman (OIO) to file a report on any facility incident at no charge. Each Youth receives a monthly allotment of funds provided by the state and may also receive non-state funds from parents, guardians, and other family members at an ad hoc basis to make calls. The fund balances and approved call list is administered by TJJD staff.

The current system has been in existence for over a decade and has a dated role-based software program that manages and tracks all Youth call transactions. TJJD recently began recording all Youth calls with exception to those calls that are legally prohibited by state statute. The agency has worked with the current vendor to prevent multi-line (three-way) calls to meet the TJJD’s requirement of Youth only speaking with an approved recipient; however, there have been technological challenges that have prevented this effort from being fully successful. The current system has experienced outages and individual dropped calls, which has resulted in grievances received from Youth and Youth’s family/guardians.

3. SCOPE OF WORK

Pursuant to Texas Government Code, §380.9313, TJJD requires a Vendor to install, operate and maintain a Juvenile Offender Telephone and Tablet System (JOTTS) for eligible Youth committed in facilities operated by the Agency throughout the State of Texas. The Vendor shall deliver a turnkey solution, compatible at all designated facilities, to include all necessary personnel, supervision, infrastructure, hardware, software, equipment, installation, operation, maintenance, support, materials, supplies, transportation and services (except as may be furnished by the Agency as specifically identified within this SOW) and all things necessary for or incidental to, a fully functional, administered and managed Juvenile Offender Telephone and Tablet System without any cost to the State.

The Vendor shall be responsible for, at a minimum, the major requirements outlined. Specific deliverables associated with each major activity are identified where appropriate. A brief description of each major activity is included to ensure a common understanding of the services to be provided.

The specified requirements and standards will serve as the benchmark for monitoring the Vendor's performance.

TJJD is issuing this solicitation pursuant to Texas Government Code, Title 10, Subtitle D, Chapter 2170, Telecommunications Services.

3.1 Location of Services to be Performed

The Agency will look solely to the Vendor for performance. The Vendor is responsible for all resources necessary to provide the services included in this Statement of Work (SOW). Services shall be provided statewide, the locations of which are listed in Table A - Facility List below. Each secure facility will have multiple dorms for housing Youth that will have two (2) pods. The halfway house facilities are single housing buildings and considered one (1) pod. The terms, conditions and requirements of this SOW pertain to all Agency locations unless otherwise stipulated. The Agency reserves the right to add, delete or change site locations, and to increase/decrease the number of eligible Youth and/or telephones per location or make other business decisions as necessary for the operation of the Agency.

Table A - Facility Locations

Secure Residential Facilities Number of Pods

Estimated Number of Phones

Estimated Number of Youth

Evins Regional Juvenile Facility 3801 E. Monte Cristo Road Edinburg, TX 78541

10 20 90

McLennan County State Juvenile Correctional Facility 116 Burleson Road Mart, TX 76664

22 82 200

Ron Jackson State Juvenile Correctional Complex

611 FM 3254

Brownwood, TX 76801

14 28 80

Gainesville State School

1379 FM 678

Gainesville, TX 76240

12 24 110

Giddings State School 2261 James Turman Rd.

Giddings, TX 78942

16 32 100

Halfway Houses Number of Pods

Estimated Number of Phones

Ayres House 17259 Nacogdoches Rd.

San Antonio, TX 78266

1 2 20

Edna Tamayo House 1438 N 7th Harlingen, TX 78550-4333

1 2 15

Karyn’s House

13207 FM 2432

Willis, TX 77378

1 2 10

Schaeffer House 2451 Garment Rd.

El Paso, TX 79938

1 2 15

Willoughby House 8100 W Elizabeth Ln.

Fort Worth, TX 76116

1 2 10

Totals 79 158 650

3.2 Telephone Functional Requirements and Technical Specifications

The JOTTS shall provide prepaid telephone service to eligible Youth committed to designated TJJD facilities. At a minimum, the Vendor shall provide a system with the capacity and capability to:

• Ensure that each eligible Youth may receive pre-paid services or person acting on behalf of an eligible Youth may prepay for the service;

• Use a biometric identifier of the Youth making the call;

• Oversee entry of Personal Identification Numbers (PIN's);

• Provide and maintain a minimum of two (2) communication devices per pod on all facilities;

• Generate reports to Agency personnel on Youth calling patterns;

• Network all individual facility systems together to allow the same investigative monitoring

• from the Agency’s Central Office that is available at each facility;

• Provide on-site monitoring of calling patterns and customize technology to provide adequate system security;

• Provide a fully automated system that does not require an Agency operator;

• Ensure that no charge will be assessed for an uncompleted call;

• Compile and manage a Youth’s approved call lists;

• Verify numbers to be called by each Youth; and

• Provide for periodic review by the state auditor of documents maintained by the Vendor regarding billing procedures and statements, rate structures, computed commissions, and service metering.

3.2.1 Telephone Functional Requirements

A. Vendor Requirements

The Vendor shall deliver a turnkey solution, compatible at all designated facilities. Vendor shall include all necessary personnel, supervision, infrastructure (including a new telephone equipment room, terminal location and inside wiring), hardware, software, equipment, installation, operation, maintenance, support, materials, supplies, transportation and services (except as may be furnished by the Agency as specifically identified within this SOW) and all things necessary for or incidental to provide a fully functional, administered and managed Youth telephone system at no cost to the State.

System hardware shall include telephones, Americans with Disabilities Act (ADA) devices, and Telecommunications devices for the Deaf (TDD), mounting equipment, switching equipment, monitoring and recording equipment, and power supplies as required for the storage of all call records for a minimum of thirty-six (36) months. Certain 'flagged' records shall be stored and retrievable for the duration of the contract with the Vendor. Portable Youth telephone sets shall be provided for use if the Agency requires this service at any time. All equipment shall be new and unused excluding phone pedestals.

Vendor shall assure quality operational service, including any necessary interfaces with the regulated common carriers, as required for full system functionality.

Vendor shall repair or replace the JOTTS or any part of the JOTTS damaged or destroyed as soon as access is available to the system.

Vendor shall provide TJJD’s Office of the Inspector General (OIG) any requested information in support of investigative activities.

B. Agency Requirements

The Agency shall provide PIN numbers for assignment to Youth.

The Agency shall notify the Vendor when there are changes to a designated facility to warrant additional telephones and associated lines.

The Agency shall provide telephone usage parameters. Eligible Youth shall be authorized to place an unlimited number of telephone calls per month. All calls shall be automatically terminated after the Agency approved duration limit is reached.

The Agency reserves the right to approve, reject or request substitutions of equipment/component parts. Responsibility of the entire system to include software, hardware, all components and parts and maintenance support shall remain with the Vendor unless otherwise agreed by the Agency and the Vendor. The equipment and infrastructure comprising the JOTTS (but excluding any proprietary software systems used under license from the owner(s) of such intellectual property, workstations and peripheral/ancillary equipment) are the property of the Agency. The Agency will take ownership of additional equipment installed throughout the engagement on the date the work is accepted.

C. Juvenile Offender Telephone System (JOTTS) Requirements

The JOTTS shall be an IP-based phone system and have the same features and functionality at all designated Agency locations and must allow Agency staff the ability to conduct system administration functions through a web-based interface in the same manner at each facility as well as from Agency’s Central Office, district offices, or other remote locations.

The JOTTS shall be configured to ensure a ratio of no less than two (2) telephone devices per pod on a facility dorm. The Vendor shall install and activate additional lines and telephones within ten (10) business days from date of written notification by the Agency dependent upon eligible Youth/telephone ratio. The Vendor shall install and activate additional workstations within ten (10) business days from date of written notification by the Agency. Efforts requiring construction, additional circuits or additional equipment may require more than ten (10) business days for completion. In those instances, the Vendor shall have five (5) business days to determine if the Agency's request will require additional efforts and provide the Agency with an estimated timeframe.

The JOTTS shall be configured in prepaid, outward calling mode, to only landlines, postpaid cell phones and services where billing name and address information can be obtained. Calls are not permitted to Virtual Number telephone services. A Virtual Number is defined as a telephone number without a directly associated phone line. The intent is to not allow voice services where the called number and/or device cannot be authenticated or identified. Calling shall be available for all locations within the continental United States and Hawaii. There is no intent at this time to allow calls to international locations.

The JOTTS system shall be able to provide services for the deaf and hearing-impaired community. Such services should include TDD and Video Relay Services (VRS) and Video Relay Interpreter (VRI).

The JOTTS shall be capable of being expanded and upgraded. Manufacturer hardware, software and other system component and version upgrades released by the manufacturer after implementation and installation of the system shall be made available to the Agency at no cost to the Agency. Installation of manufacturer upgrades shall be made available to the Agency promptly upon release. Upgrades or version releases that alter functionality of the system will be made after the Agency is advised of changes in functionality and only after the changes have been incorporated into the Vendor provided training curriculum. The Vendor will, prior to release of a JOTTS upgrade, provide release notes of the system via the system's online help, and provide instructor-led "refresher" Webinars at the Agency's request. Further, any changes in functionality shall be reviewed and acknowledged by the Agency's JOTTS Contract Manager prior to implementation. The Agency acknowledges the JOTTS is a shared calling platform, however the Agency reserves the right to disable any configurable features or functionality it chooses not to use. Installation of expansion or upgrade shall not disrupt service.

The JOTTS shall allow the Agency to assign globally allowed numbers such as TJJD’s Incident Response Center, that will override any programmed restrictions. Additionally, the JOTTS shall allow the assignment of a list of specifically allowed numbers, such as attorney numbers, to be flagged to override programmed recording and monitoring features. The Vendor shall ensure that no confidential attorney-client communication is monitored or recorded. The Vendor will use the attorney's state bar association number and telephone number to validate that they are an attorney.

The JOTTS shall also allow the Agency to block Youth from calling certain selected telephone numbers, area codes or exchanges including but not limited to the following: local direct, credit card, third number, 1+, sent paid, all 0, 700, 800, 888 (includes all toll-free area codes) 900, 976, 950, 911, and 10xxx. The Vendor shall have received Agency's written approval prior to blocking other similar numbers. The Agency must be able to block any other numbers at Agency's sole discretion.

The system shall be equipped for remote entry via the Internet with password validation to perform such functions as traffic management, system administration, maintenance diagnostics, real time monitoring of call and call records, or other functions as deemed necessary to fully manage the

JOTTS.

The system shall be configured to log and report all system access and changes for auditing purposes that provides the Agency the capability to trace actions if necessary by unique login user ID and time/date stamp.

The JOTTS shall allow all Youth telephones to be in use simultaneously, (e.g. telephones to outgoing locations shall be on a one-to-one basis).

The JOTTS shall allow for Agency personnel at facility and remote locations to immediately shut-down and restart the system at individual facilities sites or globally if required. The JOTTS shall automatically shut down upon Digital Recording System (DRS) failures as well as allow for Agency personnel to shut down the system upon DRS failure to record. System restart shall occur upon DRS repair to full functionality.

The JOTTS shall provide the ability to establish calling schedules at specific times on specific days of the week. This feature shall allow for exceptions for certain days such as holidays and weekends so that schedules can be overridden.

D. Database

The Vendor will be responsible for populating and maintaining accurate and up-to-date databases for the JOTTS. The Vendor shall provide all tools required for initial enrollment as well as subsequent enrollments through the duration of the engagement to include but not be limited to staff, computers, software, documents, printers, scanners, forms, test equipment, training materials, etc. Vendor will be responsible for all data entry and programming related to initial and subsequent databases required for the term of the Contract. JOTTS shall provide backup and restore capability that will facilitate the prompt recovery of the database in the event of a system failure requiring database restoration.

Each Youth shall have a Personal Biometric Identification (PBI), which will be required to access the system as well as a unique PIN to verify the PBI and to provide the Agency a means of controlling calls and capturing call record data. The PBI shall consist of fingerprints, retina scan, voice imprint, or other equivalent method of personal identification. The PIN shall consist of a minimum of seven (7) digits with the programmable capability to increase the number of digits to at least ten (10) digits. The system shall be capable of accepting the designated Youth identification numbers or PIN currently in use, as well as associating the PBI. The Agency reserves the right to discontinue use of the PBI requirement at its discretion.

The JOTTS shall allow each Youth to be assigned up to twenty (20) approved personal telephone numbers that the Youth is allowed to call with the programmable capability to increase the number of approved telephone numbers. The JOTTS shall be programmable to allow for restriction of the number of approved telephone numbers.

E. Access Control

The JOTTS shall provide multiple layers of access control. Agency staff shall have the ability to determine and assign security levels and access controls. A secure, validated password shall be used to access the system regardless of the administrator access level.

Vendor shall specify password standards that will be utilized, e.g. length, special characters and reuse guidelines, etc. Access shall also be controlled by unique user ID's which shall provide the capability to trace logged actions to the originator.

Agency staff shall have the ability to access the system from any designated location, remote or otherwise.

F. Adds, Moves, Changes

Vendor staff and/or Agency staff shall be capable of performing adds, moves and changes. The Vendor shall have written procedures for performing such functions, as well as authorization and audit trail features.

G. Reports

The system shall have the capability to produce management reports on a scheduled and demand basis. Reports should be standard or ad hoc and available to be produced from all stored data, (e.g. management, facility, Youth data, status, etc.). Production of reports shall not negatively affect any portion of system operations. Report interface shall be intuitive, well documented, and easy to use. Reports shall be able to be generated at the individual facilities, Agency’s Central Office, district offices, or other remote locations.

Vendor Provided Reports

Monthly reports shall be provided to the Agency no later than the 15th of each month for the previous month. This report shall be emailed delivered to the Contract Manager in a printable format. Report layout, design, and information breakdown will be provided by the Agency and is subject to change depending on the needs of the Agency. Reportable metrics can be found in Exhibit B, as required by the Agency, and but not limited to the following examples:

• Monthly and Fiscal Year statistics report:

o Calls completed by: Youth and Dorm o Total minutes used by Youth o Average minutes per call by month and fiscal year o Youth telephone balances o Youth enrollments o Family and friends registrations and registration attempts o Completed calls: inside and outside of Texas o Bandwidth and network spikes o Land lines ported to a cell / blocked o Service tickets by type and root cause o Refund request and processed o Approved calling list audit o eMessaging pages and photos received

• Quarterly reports o New workstation installation and activation

• Annual report o Network redundancy testing report

• Additional reports as requested by the Agency

Report and statistic information should include charts, graphs, spreadsheets, and other formats as requested by the Agency.

H. Record, Monitor Conversations, Terminate Calls

All call recordings and call records are considered evidence and immediately are the exclusive property of the Agency. The JOTTS shall prevent the recording and monitoring of specifically identified categories of calls such as calls placed to legal counsel. The Vendor shall ensure that no confidential attorney-client communication is monitored or recorded. This exclusion shall be accomplished by special routing of these calls or through system programming.

The JOTTS shall provide live monitoring capability via a line indicator at each facility and other locations as designated by the Agency. Monitoring of Youth calls shall not be detectable by the calling or called parties and shall not reduce the line volume that would warn the Youth that the line is being monitored. All recorded call messages shall be labeled indicating calls may be monitored and recorded.

The JOTTS shall provide remote recording audio review to be used by authorized Agency staff to access the JOTTS and recorded information database from remote locations. Remote access shall include significant proven password protection to minimize unauthorized access to or tampering with the recording system and will be accomplished in a secure manner that does not require the interconnection of the TJJD intranet and the Vendor’s network.

I. System Hardware, Software, and Peripheral/Ancillary Equipment

The Vendor shall provide personal computer (PC) workstations and all peripheral and ancillary equipment required to access one or many digital recording modules capable of recording thousands of channels simultaneously. At a minimum PC workstations and peripheral and ancillary equipment shall be located at the facilities, regional offices, investigative offices, and administrative and contract monitoring locations. Manufacturer's warranty coverage for the PC workstations, peripheral, or ancillary equipment may provide for either new or refurbished replacement parts of equal or better quality to that being replaced. The Vendor will provide all JOTTS printer consumables (paper, ink cartridges, etc.).

The Vendor will refresh the JOTTS components in year four (4) and seven (7) of the Contract.

The workstations and printers will be refreshed in year five (5). All refreshed equipment shall meet or exceed current Agency’s standards for workstations and printers. At the end of the Contract, including any extensions, all workstations and peripheral/ancillary equipment in place become property of the Agency.

The Vendor shall promptly install all relevant security patches and anti-virus updates to remote workstations on the Vendor's network. All JOTTS equipment that resides on the Vendor network shall be properly identified as "property of [Vendor Name]" to include toll free number to place service/support calls.

J. Digital Recording System (DRS)

The JOTTS shall include a full-time DRS for all JOTTS telephone lines with capacity for expansion.

The DRS shall include the capability to simultaneously record all telephone calls while providing audio outputs for listening to selected calls from facility and remote locations. All calls shall be recorded in their entirety with exception to confidential attorney-client communication.

Recordings shall be mirrored and backed-up. A recording, backed-up to a server, shall be provided to maintain a current thirty-six (36) months of all recorded conversations with full and immediate access to records from local and remote locations. At the conclusion of the engagement, the Vendor shall work with the new Vendor to transfer the recordings, intact, to the new Vendor's equipment.

A library function is required that will catalog and index every call transmission allowing for fast retrieval. Key fields used for retrieval shall include the Youth PBI or PIN, the date and time the call was made, name and number called, and other relevant data.

The DRS shall provide the following features and capabilities at a minimum:

• Playback from any drive or other recording media shall not interrupt the recording process.

Simultaneous record and playback shall be possible.

• DRS will have the ability to transfer recordings to a PC and removable media. One-touch downloading is required. Such recordings shall be playable with any industry standard media player.

• The archive media shall provide for write protection such that data will not be accidentally overwritten. No intentional or accidental deletion of records will be allowed.

• The system shall be capable of Voice Operated Exchange (VOX) or continuous recording on a line by line or channel by channel basis.

• An indication as to the recording space remaining on any and all media.

• The capability to quickly reposition to the end of a previous recording.

• The ability to establish schedules to initiate and suspend recording on channel/line groups at specific times with the ability to override for exceptions.

• The capability to initiate functions globally, such as format, ready, record, or stop record on multiple media devices on the network simultaneously.

• Automatically make time and date or daylight savings time adjustments while continuing to record.

K. Uninterrupted Power Supply (UPS)

Upon the loss of commercial power, no change in the operational characteristics of the system will occur. If commercial power is not restored prior to the exhaustion of UPS power, the JOTTS system will announce termination of all calls in progress prior to shutting down. The system will be designed to fully recover from any power failure automatically, with no outside intervention required, within five (5) minutes, after the power is restored. When commercial power is restored prior to the exhaustion of UPS power, no change in the operational characteristics of the system shall occur.

The following is a description of the minimum requirements for the UPS the Vendor will use to support any on-premise hardware for the JOTTS:

• With fifteen (15) minutes of battery back-up in the event of a temporary local outage of commercial power at the facility, a UPS is provided as a redundant back-up to continue operation of all equipment installed on-site. The UPS will sustain the system for fifteen

(15) minutes.

o The UPS will be self-charged o The equipment will be designed to be self-initialized without manual intervention when commercial power is restored

L. Announcements and Call Branding

• All messages shall be made available with English and Spanish options.

• The JOTTS shall ensure that the automated operator functions use the Youth's supervised pre-recorded name to announce the call to the called party. This shall be accomplished via the PIN assignment per Youth.

• All JOTTS calls shall be identified to the called party with pre-recorded script that will be provided by Agency. Vendor may recommend additional recorded phrases and/or language; however, any changes shall be approved by the Agency.

• When the call is accepted, the system shall state to both parties that the call may be monitored and recorded. The JOTTS shall allow the called party's response via Dual Tone Multi Frequency (DTMF) input indicating if they are willing to accept the call.

• If a call is not accepted by the called party, or if there is no answer, the JOTTS shall inform the Youth of the situation and not simply disconnect the call.

• A whisper announcement shall be given to both parties one (1) minute prior to the termination of the call.

• If the JOTTS is disabled by the Agency, an announcement will be made to both calling parties advising that the system has been disabled.

M. Call Detail Records

The JOTTS shall provide full call detail records for administrative and investigative use as well as for traffic management reports. Stored call records shall be encrypted to prevent unauthorized access to vital records. All data is the property of the Agency.

The JOTTS shall buffer/store up to thirty-six (36) months of completed call records that can be accessed at any time, including real-time. Records shall not be stored in the individual telephones.

The records shall provide the following minimum information on all outgoing calls:

• Date and time call initiated and terminated

• Disposition of the call, indicating termination type, complete, incomplete, etc.

• Station number (or ID associated with the dorm telephone) originating call

• Complete telephone number dialed

• Trunk or station number used to place call

• Duration of call in minutes and seconds

• Total on messages, minutes and revenues

• Name of Youth placing call and PIN

• Identify the specific telephone or dorm and pod where calls were placed

• Call type and termination category

N. Call Length Control

The JOTTS shall allow a system-wide duration default with the duration to be determined by the Agency. The phone call duration at the time of award will be 15 minutes and is subject to change at the discretion of the Agency. The JOTTS shall allow the Agency to limit calls to a specific duration by PIN and by specific telephone numbers assigned to a PBI or PIN. This default may vary by PIN and/or facility. The JOTTS shall allow Agency administration to change the duration by PIN, telephone number and/or facility.

The JOTTS shall have the capability of designating the length of the Youth call and automatically terminating the call at the expiration. This feature shall be programmable and the call length variable. The time limit shall have the ability to be set for each Youth, a group of Youth, or for each facility.

Total flexibility shall be provided to the Agency for designating the length of calls placed by Youth based on the day of the week, the type of call, the facility, and any additional criteria identified by the Agency.

The system shall allow the Agency system administrator the ability to designate different privilege levels or levels of access to individual Youth and individual telephones.

O. Call Validation

When a Youth dials a telephone number and enters his/her PBI and PIN, the JOTTS shall have the capability to validate the telephone number dialed with the list of authorized telephone numbers for that specific PIN. Calls will be completed only after the successful validation. Calls that are not on the authorized telephone number list will not be completed. An announcement shall be provided stating that the call was to an unauthorized telephone number. The system shall provide a report which identifies unauthorized telephone number dialed, to include the Youth name, PIN number, date and time call placed, name and number called, duration, etc.

The JOTTS shall allow specific telephone numbers to be flagged for monitoring and other investigative purposes. The system shall be capable of downloading a list of specifically identified numbers so that if a flagged number is called from a Youth telephone, the JOTTS will also call a designated cell phone or Agency landline telephone number. This feature allows Agency staff such as an investigator the ability to Camp-on the call to monitor, disconnect, etc. at his/her discretion. The Camp-on shall be performed without a tone or other notification. The system shall be capable of multiple Camp-on calls in the case that disallowed numbers are dialed simultaneously from different Youth pay telephones.

The system shall provide a report which identifies the flagged telephone number dialed, to include the Youth name, PIN number, date and time call placed, name and number called, duration, etc.

P. Controlled Access

The JOTTS shall provide the Agency the ability to control access by providing a means to program individual telephones and groups of telephones in or out of service at pre-determined times, (e.g.

telephones are active from 7:00 am to 8:00 pm Central Time.) Agency staff shall have the ability to immediately shut down the JOTTS and restrict all access system-wide or selectively from both a remote location and each facility. Agency staff shall be able to reset the system to working status after a shutdown.

Agency staff shall be able to place restrictions on an individual PIN on an as needed basis. The Agency shall also have the ability to immediately disable service to an individual telephone.

Agency staff shall be able to remove all restrictions. PIN access changes shall be tracked and logged by unique user ID and date/time stamped to provide an audit trail of record changes.

Dialing prompts shall be presented immediately in an off-hook position. The JOTTS shall not provide a second dialing prompt. The JOTTS shall provide a call setup time of approximately six

(6) seconds after positive verification of Youth voice biometrics.

The JOTTS shall allow for a maximum number of rings before a call is automatically disconnected.

The number of rings shall be consistent with Agency standard of eight (8) rings. The JOTTS shall provide notification to the caller of the call status such as ringing, busy, etc. This notification may be in the form of ringing, busy tone, recorder tone, or appropriate recorded messages. The JOTTS shall not charge for incomplete calls or calls that result in these status notifications.

Q. Fraud Control

The Agency will bear no responsibility for the loss of revenue as a result of fraudulent use of the telephone service. Fraudulent calls will be the sole responsibility of the Vendor. Logging shall be configured and enabled to record access to system. Logs shall record unique user ID access with date/time stamp and actions.

The JOTTS shall provide, at a minimum, the following aids in preventing fraudulent use when there is interference with secondary dial patterns:

• Termination of calls if a second dial tone is detected

• Prohibition of switch hook dialing

• A non-billed interval at the beginning of the call

• Limitation on the number of times a telephone number may be redialed by the Youth

• within a specific period of time (parameters to be set by the Agency).

• Provide a three-way call detector as part of the JOTTS

• Information such as name, address, and billing information for the called number as well as name, address and phone number or other identifying information of the person(s) prepaying minutes

• At the discretion of the Agency, the Vendor will be prepared to include capability for continuous monitoring of the biometric identifier throughout the duration of the call and termination of the call if the biometric does not match.

R. Maintenance Diagnostics

A complete system test shall be done automatically at least once every twenty-four (24) hours.

The system software shall be designed to interrogate the system to perform self-test diagnostics and report back to the Vendor’s help desk in real time. Detected errors shall be stored in memory for at least seventy-two (72) hours and transferred to a digital storage medium that will save the information in a reportable format. System software shall be designed to enable the rapid detection of faults in both hardware and software. Diagnostic testing shall include the JOTTS and all components to include the DRS and UPS.

S. Service Area Requirements

The Vendor will be responsible for negotiating all billing arrangements and complete calls into all domestic exchanges.

System Administration

The Vendor shall provide all hardware and software used in performing system administration, monitoring, and management functions. Management of the JOTTS shall be:

• Password protected

• Allow for various levels of access

• Network with centralized system administration at all designated facilities and remote locations

• Detail password standards

• Provide unique user IDs

• Ensure that changes are logged

The system software shall include the ability to change, modify, add, or delete database information for PBI, PIN assignments, Youth allowed telephone number lists, blocked telephone number lists, etc.

The JOTTS shall support simultaneous access to all features and functions by Agency personnel at each location. Number of access points required will be determined by the Agency.

Detailed and thorough training shall be provided to Agency system administrator as detailed in Section 3.6.

T. Investigation Applications and Services

The Vendor will provide software applications and reporting capabilities to the Agency to aid in administrative and investigation functions. Such applications and services should include the ability but not be limited to:

• Listen to one (1) or both parties of a call, advance through dead space, type and save notes and forward this information

• Detect conversations between Youth via an algorithm between Youth both within

• the Agency and provide report notifications to the Agency

• Link analysis software

• Software and analytical services to monitor calls for Agency defined key words or conversations

• The Agency will have the ability to make monitoring requests that includes specific criteria to include but not be limited to specific facilities, Youth, key words and phrases

• Software and service generated reportable information will be defined by the Agency

U. eMessaging

The Vendor shall provide an eMessaging solution that will allow inbound only emails and photos from a Vendor provided website. Outbound emails and photos are not allowed by the Agency at this time. eMessaging pricing shall be fixed at the current price of a first-class postage stamp at the time of transmission of the eMessage.

All eMessages and photos will have the ability to be downloaded, viewed, printed, and approved or not approved by the Agency. The Vendor shall provide a record retention for all eMessages for the life of the engagement.

The Vendor shall provide PC workstations, printers, and consumable supplies as required for each location.

The eMessaging application will have the ability, but not be limited to:

• Identify key words or phrases as defined by the Agency in such a manner that it can be viewed by the Agency

• Have the ability to view all messages and photo attachments by facility, dorm, Youth name, PIN number, sender name and sender identification number

• Have an Agency dashboard for messages and photo attachments pending approval, messages returned to senders, denied messages by the Youth, and other information as defined by the Agency

• Have an Agency dashboard for messages that indicates the Youth's name and PIN, sender name, sender identification number time and date received, and other information as defined by the Agency

• Generate eMessaging reports as defined by the Agency

• Contain investigative link analysis and reporting solution

V. Video Visitation

The Vendor shall provide a solution for video visitation that would provide video communication services between Youth at any TJJD facility and persons on the Youth’s approved call list. Upon agreement of the solution between both parties, the Vendor shall be prepared to implement this plan in its entirety for the life of the engagement. Video Visitation locations shall include all current and future TJJD facilities.

3.2.2 Telephone Technical Specifications

A. FCC Registration

Vendor shall provide FCC registration information to the Agency

B. Facility Type

Vendor shall detail by each designated TJJD facility, the facility type being used to provide services, e.g. T1, Analog Trunk, Integrated Services Digital Network (ISDN) T1, etc.

C. Critical Component Redundancy

The JOTTS shall be equipped with an automatic restart function that will engage after a power failure.

The JOTTS shall provide Critical Component Redundancy, back-up and mirrored data.

Redundant call detail records collection shall also be provided.

The JOTTS shall provide critical component redundancy and a Storage Area Network (SAN) architecture which makes all storage devices available to all servers on a Local Area Network (LAN) or Wide Area Network (WAN). Data on the SAN shall be stored in Redundant Array of Independent Disks (RAID) formats; spreading the data across multiple drives so that data is not susceptible to loss should any individual drive fail. This architecture shall provide protection against single drive or server failure and provide security of the call recording. The SAN shall be continuously monitored through automated processes and storage policies including multiple data center storage of call detail records.

The JOTTS shall be engineered to ensure that only a minimum amount (5% or less) of the Agency's facilities in the JOTTS system are inoperable due to any Vendor’s responsible failures.

The Vendor shall design and manage the JOTTS in such a manner that traffic demand on any system will never exceed a peak transmit ratio of 90% and a peak receive ratio of 90% at the same time.

D. Equipment Room/Infrastructure

The Agency will work with the Vendor to provide room in existing facilities for JOTTS equipment that has a minimal size requirement and does not interfere with the Agency's access, use, or potential use of the area where the equipment is located.

The Agency reserves the right to make the final determination regarding equipment placement in any particular space. However, the parties acknowledge the Vendor relies on being able to place JOTTS equipment within existing Agency space, with rare exception, in formulating the calling rates. The Agency will use commercial best efforts to work in good faith with the Vendor to provide space within existing facilities.

In the event that suitable space is not available in the Agency's existing facilities, Vendor is responsible for providing a new or separate equipment room and terminal location adjacent to existing telephone/computer buildings where the equipment is to be installed. Vendor will be responsible for the construction of this building in a location outside of the perimeter fence.

Upon expiration of the engagement, the building will become property of the Agency, will remain intact, and will not be removed from the premises. Additionally, all JOTTS equipment located outside of a Vendor supplied building shall be physically secured in a locked enclosure for security purposes. The enclosure shall be designed in such a way as to not interfere with the normal equipment operation yet prevent access or damage to the equipment by unauthorized persons.

E. Youth Telephones

All Youth telephones shall be:

• Compatible with the mutually agreed on biometric caller identity verification system

• Reinforced wall mounted or pedestal

• Stainless steel or equivalent

• Tamper-resistant (anti-vandal and anti-drill)

• Of durable construction

• Flame retardant and must not give off toxic gases when subjected to fire

• DTMF compatible

• Labeled on the body per Agency requirements

• FCC and Underwriters Laboratories (UL) approved with certification number

• Compatible with TDD devices and meet all ADA requirements. The Vendor shall supply

TDD devices as requested

• Equipped with hearing aid compatible handsets

• Equipped with cords from the receiver to the body of the telephone that is approximately two (2) feet and armored. The Vendor shall provide different cord lengths at the Agency's request

F. Call Quality

Each installed location requires Quality of Service (QOS) for voice prioritized packet/packets yielding a Mean Opinion Score (MOS) rating of 3.7 or better. If at any time this service falls under the jurisdiction of a regulatory agency and more stringent standards are required, the Vendor is responsible for meeting those standards.

3.3 Tablet Functional Requirements and Technical Specifications

The JOTTS shall provide a tablet to each eligible Youth committed to designated TJJD facilities.

At a minimum, the Vendor shall provide a system with the capacity and capability to:

• Connect tablets to the internet through a secure Vendor provided Wi-Fi;

• Provide Youth access to age-appropriate content;

• Limit communications to/from the tablet to the Youth’s approved call list;

• Provide Staff with a centralized method to manage content and tablet usage for each

Youth, and

• Allows the Agency’s and Youth’s family to contribute funds the Youth’s account for the purchase premium content and tablet accessories.

3.3.1 Tablet Functional Requirements

A. The Vendor shall provide a turn-key tablet solution for all Agency-selected facilities at no charge to the Agency.

B. The Vendor shall provide all Agency approved Youth access to tablets and breakaway headphones. Details outlining this access shall be listed in the offer (examples include purchase, lease, shared, etc.)

C. The Vendor shall outline replacement process and associated cost to the Agency should tablets fail or become damaged.

D. The Vendor shall provide free access on all tablets to all critical content. Critical content includes but is not limited to communication tools such as education materials, treatment programs, religious scriptures and sermons, Youth handbooks and Prison Rape Elimination Act (PREA) information, and other Agency-specific information all at no charge to the Agency.

E. The Vendor shall provide staff devices (Tablets or PCS) that manage the Youth tablets at no charge to the Agency.

F. The Vendor shall have an automated method of controlling inventory of tablets.

G. The Vendor shall have an automated method allowing Youth to obtain premium content such as music, books, games, and movies, (with no staff involvement) by interfacing with each Youth’s telephone account.

H. The Vendor shall provide a solution for Youth to report tablet issues, content discrepancies, and other tablet service problems.

I. The Vendor shall detail what services are provided on tablets at no charge to Youth. All Youth should have access to tablets with the Agency specific content allowed to be viewed at any time. Per minute charges to access any content on any tablet will not be allowed.

The Vendors are allowed to charge for premium content including movies, music, books, and games.

3.3.2 Tablet Technical Requirements

A. The Vendor shall provide Youth and staff tablets that are cellular disabled or limited with no Internet access.

B. The Vendor shall provide tablet warranty and refurbishment to the Agency at no cost.

C. The Vendor shall provide each facility enough charging carts for safe and secure charging of all the tablets. The Vendor provided charging carts shall be ruggedized for use in the facility.

D. The Vendor shall interface with the Agency Youth store system to provide access to order goods.

E. The Vendor shall provide a solution for Youth to receive services when a tablet is not available.

F. Youth tablet shall require a Youth to enter credentials and log in to the tablet before being able to access all applications.

G. Youth tablet shall display terms and conditions to users the first time they login or for subsequent changes to the terms and conditions.

H. Youth tablet shall provide a configurable option where a tablet that is enabled will time out after a period of inactivity.

I. Youth tablet shall have options to display all or a subset of the following items on the lock screen display: Youth name, ID number, digital clock, day, month, date, housing information, TJJD name, barcode and unique identifier for the tablet hardware.

J. The Vendor shall provide a method to remotely wipe and restore a tablet for re-issuing a previously issued tablet to a new…