Attachment_C_-_DTS-VI_SOO_Amendment_2.pdf

DTS- VI

Attachment C

Amendment 2

U. S. Department of Homeland Security Immigration and Customs Enforcement

Statement of Objectives Detainee Telephone Service VI

Table of Contents

C.1 Background……………………………………………….…………...1

C.2 Detainee Telephone Service (DTS) History…………………………...1

C.3 Purpose/Scope………………………………………………………

C.4 DTS Statement of Objectives…………………………………………..4

C.4.1 Detainee Telephone Service, Hardware & Security Features……..4

C.4.2 Pro Bono System…………………………………………………12

C.4.3 Language Requirements for DTS………………………………….13

C.4.4 Debit & Collect Calling System at Primary Detention Facilities…………14

C.4.5 Transition………………………………………………………….16

C.4.6 Refund/Rebate Requirements……………………………………..17

C.4.7 Training……………………………………………………………18

C.4.8 Quality Assurance Surveillance Plan (QASP)…………………….19

C.4.9 Reporting Requirements…………………………………………..21

C.5 Constraints……………………………………………………………..26

C.6 Performance Incentive……..…………………………………………..28

STATEMENT OF OBJECTIVES

for U. S. Immigration and Customs Enforcement ICE Detainee Telephone Service (DTS)

C.1 Background

The United States Department of Homeland Security (DHS), United States Immigration and Customs Enforcement (ICE) is responsible for the detention, health, welfare, transportation and deportation of illegal aliens in removal proceedings and aliens subject to final order of removal from the United States in accordance of the immigration laws within the United States. ICE National Detention Standards guarantee all detainees free telephone access through a pro bono network to ICE identified entities. ICE identified entities include, Consulates, the Department of Homeland Security (DHS) Office of

Inspector General (OIG) hotline, the ICE Office of Professional Responsibility (OPR)

Joint Intake Center (JIC), the ICE Detention Reporting and Information Line (DRIL), Office for Civil Rights and Civil Liberties (CRCL), and approved pro bono and community based free immigration legal services providers. The ICE detainee telephone service provides telephone services (described below) for Contract Detention Facilities

(CDF), ICE-owned Service Processing Centers (SPC), Dedicated Intergovernmental

Service Agreements (D-IGSA), and state and local facilities operating under intergovernmental service agreements (IGSA), and temporary holding facilities. Primary

Detention Facility locations include CDFs, SPCs, and D-IGSAs. Secondary Detention

Facility locations include IGSA facilities. Tertiary facilities include temporary holding cells and other facilities as directed by ICE.

C.2 Detainee Telephone Service (DTS) History

Talton Communications, Inc. (“Talton”) currently provides detention telephone services, known as Detainee Telephone Services – V (DTS-V), under Contract No. HSCEDM-09-

C-00009. Talton provides DTS service for twenty-one (21) ICE Primary Detention

Facilities, approximately two hundred (200) Secondary Detention Facilities (IGSAs), and approximately 59 Tertiary facilities (Holding Facilities). Talton provides a pro bono telephone network at all ICE Primary, Secondary, and Tertiary facilities. The pro bono network transmits calls free of charge made by detainees to ICE identified entities (e.g.

consulates, pro bono attorneys, immigration court etc.) by utilizing access numbers associated to the corresponding authorized numbers. Talton hosts the pro bono platform that connects to approximately 1,800 pro bono numbers at all ICE locations at no cost to

ICE or to the detainees. Talton is responsible for ensuring the required pro bono service is provided at all times.

Talton also provides calling service at Primary Detention Facilities for all intrastate and interstate debit, collect, and pre-paid collect and international debit calls. At Tertiary facilities, Talton provides intrastate and interstate collect phone calls and pre-paid debit calls. Only free (pro bono) calls are provided at ICE Secondary Detention Facilities;

intrastate and interstate debit, collect, and pre-paid collect calling services are not provided at Secondary Detention Facilities.

At Primary and Tertiary facilities, the contractor is responsible for installing system hardware; as well as maintaining and repairing the telephone system while ensuring required service is provided at all times. Talton receives the exclusive right to sell debit calling service to detainees, and to charge fees for collect calls, as well as the exclusive right to all revenue generated at ICE Primary and Tertiary Facility locations. This is the only revenue Talton receives. The current contract does not require any revenue sharing with ICE. Currently, there are calls being recorded or monitored at the Primary facilities.

The pro bono calls are NOT monitored or recorded at any facility.

C.3 Purpose/Scope

The ICE Office of Acquisition is currently soliciting proposals for the Detainee

Telephone Service VI (DTS-VI). The Detainee Telephone Service will provide a pro bono telephone network for detainees housed at all Primary, Secondary, and Tertiary

Detention Facilities. At Primary facilities, DTS will also provide intrastate and interstate debit, collect and pre-paid collect calls and debit international calls for in accordance with this RFP. ICE reserves the right to add or delete facilities as needed. This contract will be a zero cost ($0) contract and is a set-aside for small businesses under NAICS 517911, Telecommunications Resellers (1,500 employees). This contract will provide DTS service for approximately 22,000 total detainees housed at 21 Primary Facilities, approximately 200 Secondary Facilities, and approximately 59 Tertiary Facilities, as provided in Attachment B under Section J, located throughout the United States.

Revenue generated from debit, collect, and pre-paid collect calls at Primary Facilities and

Tertiary Facilities will be the sole source of revenue to the awardee. The facilities do not allow incoming calls and no call volume is guaranteed. Third party revenue sharing agreements to aide in the sale of debit cards are prohibited.

It will be the offeror’s responsibility to ensure compliance with all Federal, State and local Regulatory requirements (e.g. FCC regulations, State PUC requirements), and

ICE/ERO Detention Standards for Telephone Access (or as amended), provided as

Attachment D under Section J, and the American Correctional Association (ACA)

Standards. All proposed fees for domestic calls at Primary Facilities shall not exceed the

“safe harbor rates” outlined in the FCC order on Rates for Interstate Inmate Calling

Services, 78 Fed. Reg. 67956 (November 13, 2013). If there are no laws, regulations, or guidelines, the offeror will follow generally accepted telecommunication practices in this service industry and practices within the inmate calling service industry specifically. For unusual actions that are not covered by any of the above, the offeror will consult with the

Contracting Officer. Teaming arrangements and joint ventures are allowed but must be fully explained. Care should be taken to prevent disqualification as a small business.

Subcontractor roles and responsibilities must also be described in sufficient detail so that it is clear who will do what. The DTS awardee will work closely with the Contracting

Officer, Contracting Officer’s Representative (COR) and other ICE headquarters and field staff.

DTS for Primary Detention Facilities

The contractor shall provide full detention telephone services at the Primary Detention

Facilities, including a pro bono network, hardware, and a network to place intrastate and interstate debit, collect and pre-paid collect, and international debit calls, as described in this Statement of Objectives. It will be the offeror’s responsibility to ensure all telephone rates are in compliance with FCC rulings and any subsequent orders pending final approval. Service shall be provided for the twenty-one (21) Primary Detention Facilities listed in Attachment B, Authorized Facility List. ICE determines whether facilities are considered Primary and/or Secondary and may update the list at any time. The 21

Primary Detention Facilities contain a detainee population of approximately 14,000, and currently have approximately 2500 telephones installed for detainee use. The offeror should anticipate continued growth in the number of detainees held during the contract period. The hours of access and time limits are determined by the Primary Detention

Facilities but are normally 7am to 9pm daily. Complete telephone services at the Primary

Detention Facilities are defined as all normal inmate telephone services including the requirement to provide physical assets and privacy enclosures.

DTS for Secondary Detention Facilities

The contractor shall provide a pro bono detention telephone system at approximately 200

Secondary Detention Facilities (see Attachment B, Authorized List of Facilities) as described in this Statement of Objectives. The pro bono service will allow the detainees to access ICE identified entities, to include Foreign Embassies, Consulates, Immigration

Courts, the Department of Homeland Security (DHS) Office of Inspector General (OIG) hotline, the ICE DRIL, and approved pro bono and community based free immigration legal services providers. Pro bono service shall be provided for a detainee population of approximately 8,000. The list of Secondary Detention Facilities can change at any time;

ICE predicts the list to fluctuate monthly by approximately five facilities (additions and deletions) with the overall trend increasing. No equipment is required to be provided at these sites. Pro bono calls are accomplished by the detainee dialing an access number to a centralized platform. There are many different inmate telephone service providers currently providing telephone services at Secondary Facilities. The contractor may have to work with the local calling system provider in order for detainees to connect to the

DTS pro bono platform. The offeror must be aware that Per Call Compensation, or other access charges, imposed by the local calling system provider at Secondary Detention

Facilities, if any, will be paid by the offeror and will not be charged to ICE or the detainees. Approximately 1,750,000 pro bono calls were made within the last 12-month period, and the duration of each pro bono call on average was two minutes.

DTS for Tertiary Facilities

The contractor will provide the hardware and telephone lines at the Tertiary facilities under the request and directive of ICE. A Tertiary facility is typically a temporary holding cell. The level of service is limited to intrastate collect interstatecollect and international destination pre-paid collect calls, and pro bono service. There are approximately 300 phones installed at the Tertiary sites. Currently there are approximately 59 Tertiary facilities in 23 states that have this service.

C.4 DTS Statement of Objectives

This solicitation invites offerors to propose a Performance Work Statement (PWS) that meets DHS/ICE DTS objectives and requirements described in this solicitation.

Accordingly, the final PWS will become part of the resultant contract. The scope of the

PWS should comply with the Detention Telephone Access Standards, the ACA Standards and meet the Statement of Objectives (SOO) and requirements as described in this solicitation and outlined below:

C.4.1 Detainee Telephone Service, Hardware, and Security Features

The Detainee Telephone Service (“DTS”) VI shall be a comprehensive detainee telephone service that will allow for intrastate and interstate collect and prepaid collect, debit, and international debit calls. The proposal shall include the installation of new telephone instruments, including all hardware and software at all the ICE Primary

Detention facilities (and Tertiary facilities) including the required number of instruments

(ratio of at least 1 telephone per every 25 detainees, with an optimal goal of 1 telephone to 10 detainees as currently being provided at Primary Facilities) and any required station cabling to support the DTS. In addition, ICE seeks to the extent practicable, after consultation with the Primary Facility and ICE, compliance with the optimal (non-mandatory) requirement of detention standards for the number of instruments at such facilities, which is at least one telephone per every 10 detainees.

Universal Access: During the course of this DTS contract, it may be required to provide normal calling access for all detainees located in IGSA or Secondary facilities. Provide a solution whereby these detainees would have access to the DTS-VI service, assuming the telephone rates remain the same. Please identify any additional cost component, if any, that would be charged to the detainee or ICE in order to provide this service. This cost will not be evaluated.

I. General Station Equipment Requirements The telephone station equipment in the DTS must consist of the following two types of communications devices:

1. Permanently mounted wall telephones meeting the specifications outlined in this section.

2. Portable or “movable” detainee telephones that are used mainly in segregation units and must be manufactured to withstand abuse; must meet correctional grade standards and must not have any loose or removable parts.

The telephone station equipment in this DTS must also satisfy the following minimal components and requirements:

1. Be of newly manufactured, installed, and provide all required materials, hardware, software and

a. Station cabling (where re-use is unavailable or new locations are required) to install it.

b. Contractors are responsible for installing privacy enclosures identical to the enclosures currently installed at all ICE Primary facilities. Upon installation of the privacy enclosures, they become property of ICE. Any repairs or replacements are the responsibility of the contractor.

2. Be powered by the telephone line and require no additional power source.

3. Have physical and design components and attributes that include all of the following:

a. A correctional telephone industry standard design

b. A chrome plated DTMF tone dial that is water, flame and shock resistant

c. A stainless steel housing that protects the electronic components of the telephone and tamper proof

d. A finish that is mar and scratch resistant

e. An armored handset cord that is resistant to stretching and breaking

f. An installation reinforced by security studs to prevent easy removal of telephone

g. Be compact in design (include diagrams, brochures, and/or photographs of the equipment that will be used)

h. Be true dual-tone multi-frequency (DTMF) compatible

i. Not be capable of being used to program any feature other than the DTS and not be otherwise programmable for any purpose, without the Primary

Detention facility written authorization

j. Not include coin entry slots or coin return slots regardless of whether these functions are disabled on the station equipment

k. Be capable of reducing background noise through the use of industry

‘confidencers’ or directional microphones in the handset

l. Be volume controlled by the detainee. Include instructions on proper use by detainees

m. Provide dialing instructions in English and Spanish on each telephone station set in a manner which reduces the possibility of being destroyed

(Decals and printed labels, stickers other accessible surface instructions are not acceptable for this purpose, unless a specific phone location within a facility is required by the facility)

n. Contain a “warning” statement in both English and Spanish on each telephone station set saying “This call is being recorded” in a manner that reduces or eliminates the possibility of being destroyed (labels or other accessible surface instructions are not acceptable for this purpose)

4. KIOSKS: Contractors are required to place payment kiosks that accept cash or credit cards in the lobby or dorm areas of any facility that requests this service.

Currently, there are 28 kiosks deployed with all the Primary facilities.

a. Any deposit made at a kiosk will be credited to the detainee account in real-time, and will generate a voice message to the detainee of the deposited funds.

b. No fees can be charged for cash deposits, and only the retail credit card fee associated with credit card transactions is allowed.

5. Commissary integration: The DTS at each Primary facility must have the capability to integrate with the commissary system at each facility. The use of debit cards for any reason is not permitted. The contractor is responsible for any fees related to integrating with the commissary company either one time, or on an ongoing basis. ICE is not responsible for any charges related to commissary integration. The contractor will not be charged by the commissary company for any transaction fees between the detainee and transfer of any dollars for phone calls. For those facilities, where integration of commissary is not being used, the contractor must provide a written explanation to ICE.

6. Validation of Detainee Data: During this contract, ICE may require the offeror to use detainee identity data for real-time validation of outgoing calls.

The above station set dialing instructions and warning statements will be maintained by contractor for legibility and accuracy during the entire term of the contract.

II. General Detainee Telephone Service (DTS) Requirements

The DTS must include the following general attributes and components as minimal requirements:

1. A DTS to be located at all primary detention facilities. ICE will determine which facility is to be considered primary.

2. A Centralized System Database located outside of the primary detention facilities, complete with full database redundancy.

3. All DTS hardware, software and support systems must be the same at each primary detention facility.

4. Be provided at absolutely no cost to DHS/ICE for the duration of the agreement, which includes but is not limited to, full design, installation and on-going maintenance and all network services.

5. Provide for detainee access to collect call services and the capability of operating in direct dial (debit/pre-paid/collect) mode. Any other calling is prohibited, (ie text to collect and or similar services).

6. A collect call automated announcement function capable of processing calls on a selective multi-lingual basis (English and Spanish at a minimum) with detainee users able to select the preferred language using no more than a two-digit code.

7. The ability to be shut down quickly and selectively by the facility, allowing for global shutdown with all detainee access restricted, shutdown within an entire facility and shutdown within a unit/wing of a facility by authorized primary detention facility designated personnel.

8. Contain manual dial tone cut-off switches to shut off telephones within an entire primary detention facility and/or within a facility unit/wing, these switches will be located, at the facility’s discretion, in a central (all telephones), or in multiple

(sub-groups of telephones) locations.

9. Ensure that detainee phone use is restricted to outgoing calls only and never allow incoming calls.

10. Provisions to keep all call processing current, including, but not limited to, local exchanges, area codes, country codes, vertical and horizontal coordinates and any other information necessary to accurately process and rate calls and make such available to DHS/ICE within 48 hours of request.

11. Block all calls made to any telephone numbers which incur excess charges such as 900, 972, 976, 550, etc. Also block all calls to current long distance carrier access numbers (i.e., 10333, 10285) or future carrier access numbers, all local numbers, which access long distance carriers (i.e., 950, etc.), directory assistance access numbers (i.e., 411, 555-1212, etc.) and toll free numbers (i.e., 800, 888, 877, etc.) except those necessary for the pro-bono system to function.

12. Not provide a second dial tone to a telephone without the detainee hanging up the telephone receiver after the first call is completed.

13. A minimum of 6 full rings before disconnecting any detainee call.

14. For both debit and collect calls, provides notification to detainees of the call status

(i.e., ringing, busy, etc.) in the form of ringing, busy tones, SIT tones, or appropriate recorded messages. Provide complete list of messages the detainees will receive with your proposal.

15. During the call set-up process, the system shall provide a pre-recorded announcement, which complies with Federal Regulations, identifying that the collect call is coming from a specific detainee at a DHS/ICE Detention facility, stating rate and complaint information and containing a toll free number for the consumer’s use. This announcement shall be heard by the answering party. The announcement shall also include the statement: “All telephone calls are subject to be monitored and recorded.”

16. For both debit and collect calls to not allow the detainee to speak to the called party until that party has accepted the call; and include the statement: “All telephone calls are subject to be monitored and recorded.”

17. Allow for the Primary Detention facility to program times when the system will be available or unavailable for detainee use. The facility must have the ability to restrict hours by telephone, housing area, and system-wide.

18. Provide telephone reception quality that meets all inmate telephone industry standards for service quality as defined by the respective State regulatory agency

(i.e. State Public Utility Commission) where the Primary Detention facility is located, and by the Federal Communications Commission (FCC).

19. Allows for the electronic deposit of money from credit cards, debit cards, money orders, or money transfers at any Primary Detention facility which utilize detainee commissary accounts. However, ICE recognizes there are fees for depositing electronic money from credit cards to establish accounts, or re-charge an account.

Please complete Attachment F, Electronic Deposit and Transaction Fees, under

Section J to identify any costs and fees related to electronic credit card transactions. Offeror is not allowed to charge any additional fees on calls, period.

All other fees related to phone calls are to be included in the price per minute.

ICE understands there may be exceptions and will consider any fee modifications upon written request by contractor. The following known fees are not permitted:

a. Prepaid Account Setup

b. Cash Deposits at the Kiosk

c. Operator assisted deposit

d. Prepaid Account Closeout

e. Inactivity Fee

f. Refund Fee

g. Monthly account management fee

h. Money Orders, Western Union and similar deposit fees

20. Allow detainee calls to cellular telephones as a prepaid or debit call only, including domestic and international mobile.

21. Allow detainee calls to international numbers, and international mobile telephones as a prepaid or debit call only.

22. Voice Mail/Messaging: ICE will continue to utilize a voice mail/messaging service accessed by the detainees. Describe the system proposed by the offeror.

a. In addition, describe the costs/charges to the detainee, or the public for access

b. ICE will have free access to use the voice mail system to message individual detainees, or the facility detainee population.

c. Notice that ICE may monitor the recordings is required to be provided to the detainee and the caller leaving a message.

d. The instructions for all voice mail systems must be provided in English and Spanish.

23. Text-to-collect and/or similar services is not allowed under this contract.

24. Video phones, portable electronics or other enhanced telecommunications features provided by the contractor to ICE detainees, based upon ICE and facility concurrence, may be added in the future subject to negotiation at no cost to ICE.

These features may not in any way compromise the safety and security of the detainees, staff or the facility. Any new or enhanced telecommunications features must be integrated within the DTS service and can NOT be a separate system or software from the DTS service. Such capabilities may now or in the future include; video visitation, limited web access for law library, email, kites, commissary ordering, educational tools, news, sports, and video games. Pricing for these technologies will be negotiated at a future time and date if required.

III. Personal Identification Numbers (PINs)

It is the intention of the DHS/ICE to implement the DTS by PIN control in both collect and debit mode at the Primary Detention facilities. The facility may elect to provide each detainee, via the use of PINs, with a list of authorized telephone numbers.

The DTS must contain at a minimum, the following PIN-related features and

1. Be used for both collect call mode and debit/pre-paid mode.

2. Allow for approved destination telephone numbers to be assigned and restricted by individual PIN and such telephone number lists will be approved by the

Primary Detention facility.

3. For each PIN to have a “class of service” assigned. For example, each PIN shall have a list of allowable telephone numbers, duration of each call, etc.

4. Restrict use of the authorized PIN assigned to each detainee. The PINs will be determined by the Primary Detention facility and remain consistent throughout all

Primary Detention facilities. (PINs will be numeric only and a minimum of 6 (six) digits in length. Currently the PIN number is a random 6 (six) digit number. Also, a biometric voice verification is required on each PIN based telephone call.

5. Be capable of de-activating the PIN feature by individual detainee telephone, groups of telephones and/or entire institutions, at the Primary Detention facility’s option.

6. For detainees to be either approved or not approved to make phone calls, or be restricted to a specific telephone or groups of telephones at the Primary Detention facility’s option by PIN.

7. The ability to limit call durations globally (all PINs), by site, by facility area or by individual detainee’s PIN, at the Primary Detention facility’s option.

8. Be used to restrict calling times so that an allowed calling schedule can be provided for each specific PIN, by facility area, by site and globally (all PINs), and so that the global restrictions can take precedence over individual PIN restrictions, at the Primary Detention facility’s option.

9. Be used to restrict a detainee under disciplinary action from placing all calls assigned to his or her particular PIN with the exception of privileged numbers

(i.e., attorney, approved clergy, and social work professionals).

10. The ability to limit calls to specific duration by PIN and by specific telephone numbers assigned to a PIN.

11. Ensure that the automated operator function uses the detainee’s pre-recorded name (recorded in either the detainee’s voice or language) to announce to the called party from whom the call is originating. It is desirable for the detainee’s pre-recorded name to be automatically inserted in subsequent calls.

IV. Restrictions and Fraud Control Options

The DTS must contain the minimum restrictions and fraud control requirements:

1. Allow for the Primary Detention facility to temporarily restrict or disconnect service to an individual detainee telephone or station, or group of telephones.

2. Be able to detect the called party’s attempt to initiate a 3-Way or Conference Call.

When this occurs a notation will be made in the call/system management reports.

However, this feature must be allowed to be deactivated at the facility’s discretion, on a per-number-dialed, or a per-detainee (PIN) basis.

3. Allow for the capability to randomly interject pre-recorded announcements in

English and Spanish and other languages throughout the duration of the conversation to the called party indicating the source of the call.

4. A call alert feature to be activated at the Primary Detention facility’s discretion that will alert authorized facility personnel that a designated detainee is placing a call, or a specific number has been dialed that has been assigned alert status.

5. A remote monitoring feature to be activated at the Primary Detention facility’s discretion, that will forward calls for silent monitoring by authorized facility personnel when a designated detainee is placing a call, or a specific number has been dialed that has been assigned alert status.

6. The capability for detainees to report criminal activity free of charge to a designated Primary Detention facility number, or to a designated voice mail assigned to the facility.

7. Provide a voice biometric feature that will assist in authenticating an individual’s identity and prevent fraud and theft from a detainee’s telephone account. This feature would only be used on calls where a detainee has to directly pay for the cost of the call. A complete description of the biometric application is required.

The use and implementation of a biometric technology will be determined by

DHS/ICE. The voice biometric must be flexible and adjustable on a site by site basis.

8. A feature that allows a called party to easily notify the facility through some form of alert or notification of harassing or unwanted calls.

V. DTS Call Recording The DTS must contain the minimum call recording features and attributes requirements:

1. The capability to record all detainee calls simultaneously any time a call is placed.

2. All maintenance and upgrades provided at no cost to the DHS/ICE.

3. A compact, portable playback system will be provided that allows for recorded media to be reviewed on-site at the Primary Detention facility, or at required off-site locations. This system will allow authorized facility personnel to quickly access certain time periods, certain telephone instruments, certain PINs, certain destination numbers, etc.

4. Be able to be de-activated on a per-number-dialed and/or per-PIN basis to allow for calls placed to attorneys or that are otherwise privileged to not be recorded.

5. Allow for and provide all equipment and software necessary for the monitoring of detainee calls while in progress (“real time”) by authorized facility personnel.

Included are calls by specific detainee telephone, by specific PIN number, and called telephone number. All live monitoring of selected detainees calls can be done by forwarding those calls to authorized facility personnel’ designated telephone number.

6. Allow for live monitoring of detainee calls in progress from remote sites within the facility other than the actual room housing the recording equipment/system.

At the Primary Detention facility’s discretion, such monitoring from any and all facilities can be accomplished from one central location (e.g. the facility

Investigator’s Office).

7. The ability for the Primary Detention facility to transfer recorded calls and information to other, more portable and readily accessible media (i.e., compact disc, MP3 or digital wave file, etc.) for use by facility Investigators.

8. The ability to provide recorded information for all Primary Detention facility systems via an Internet/Web based application accessible by authorized DHS/ICE personnel via password.

VI. General DTS Operational Requirements

The DTS must contain the following general system operational minimal requirements:

1. Installation of adequate surge protection for the DTS and all DTS components, without using traditional “power strips.”

2. Installation of adequate lightning protection equipment on all network services supplied for the DTS.

3. A sufficient number of uninterruptible power supply (UPS) systems including surge protection and line conditioning at each Primary Detention facility, capable of supporting all DTS components including recording devices for a minimum of one (1) hour.

4. Replacement of all UPS system equipment upon expiration of the manufacturer’s life cycle of the installed product.

5. The ability to automatically restrict or “shut off” all telephones so that no detainee calls can be made when commercial power is lost and the UPS system fails.

6. Capability of recovering from a power outage automatically or remotely once commercial power is restored.

VII. General DTS Management Requirements

The DTS must contain the following general system management minimal requirements:

1. Allow for changes to be administered in “real time” while the DTS is currently in use and not require the system to be taken off line to make additions, changes or retrieve reports.

2. Provide a Graphical Use Interface (GUI) compatible with Microsoft Windows for both administration and reporting functions by authorized facility and DHS/ICE personnel.

3. The system administration functions are available with the DTS, (i.e., new account entry, account/record modification, account deletion, etc.) along with samples of DTS User Interface screens.

4. All detainee records will be moved from one Facility to another when a detainee is transferred. DHS/ICE may require the offeror to integrate with the DHS/ICE data base (ie ENFORCE), for identification of detainee location and transfer of call records and financial balances. Any integration with ICE data base will be at no cost to DHS/ICE.

5. All data will be securely stored locally, or in a central database. Data redundancy will be stored away from the Detention facility location and available to authorized DHS/ICE personnel upon request.

VIII. Data Back-Up

The DTS must provide the following data back-up features as minimal requirements:

1. The performance of all system and database back-ups and archiving data to be retained for 5 (five) years after the cutoff, which will be at the end of the calendar year in which the record was created, along with hardware, supplies, network and recovery procedures supplied that will ensure that no data shall be lost.

2. The capability of recovering all system data for all locations, to the point of full system operation, using a system backup.

3. All database information to be stored off site from your location. (Also describe how this “copy” will be kept current with the other DTS system backups).

4. All archived information, call detail, detainee records etc. are the property of

DHS/ICE and to be provided on a monthly basis, or when requested by authorized

DHS/ICE personnel.

5. All backup data must be destroyed completely and securely once the retention period above has been reached.

C.4.2 Pro Bono System

The DTS Pro bono Services will be provided at all facilities serviced by this agreement (Primary and Secondary facilities, and Tertiary Facilities) and shall permit the detainee to make direct calls as outlined in this document. All detainees are allowed free and unlimited access to Consulates, and Embassies of their choice, any time from any facility. ICE will provide a complete list of identified facilities on a periodic basis, normally monthly. Pro Bono free calls account for 13% of all call volume (minutes) and this call volume is subject to change based on the needs of

ICE. This list does fluctuate. The Pro bono system must include the following minimum requirements:

1. Free 24/7 telephone access to Foreign Embassies, Consulates, Executive Office for Immigration Review (EOIR) identified pro bono legal entities, the DHS Office of Inspector General Hotline, ICE/OPR Joint Intake Center (JIC), ICE

Community and Detainee Helpline (CDH), Immigration Courts, United Nationals

Commission on Human Rights (UNCHR), the ICE Detention Reporting and

Information Line (DRIL), Office for Civil Rights and Civil Liberties (CRCL), and other DHS-ICE identified Non-Governmental Organizations (NGO) and any other numbers as indicated by DHS/ICE.

2. Provide a centralized platform for pro bono access. Describe this host environment.

3. Provisions must be made to ensure this free telephone access is available to detainees during normal operating hours defined as approximately 7 am to 9 pm

(local time) at the Primary facilities daily or as established by DHS-ICE. The

Secondary facilities time of day access is determined by the local facility policy.

4. Provide facilities with specific, adequate and easy to understand written and verbal instructions, in English and Spanish, which will enable a connection to all authorized pro-bono speed dial numbers.

5. Posting and maintaining accurate dialing instructions to the pro bono platform in

English and Spanish. Provide a copy of these dialing instructions with your proposal.

6. The contractor must provide and maintain accurate speed dial number lists for all authorized pro bono numbers assigned to each detention facility

7. All pro bono speed dial numbers must be updated within 48 hours of notification by DHS-ICE.

8. Provide a web tool so that DHS-ICE can monitor current information on your pro bono platform. The online website must include the ability to file online trouble tickets for hardware, software, telephone number issues, etc. This system must be able to produce reports that will assist in identifying trends. Describe the reports available in your online web-based system.

9. A redundant centralized platform must be located in separate physical location from the primary centralized platform. Describe the host environment for the redundant platform, including the disaster recovery for geographic purpose (ie, recovery from regional weather disasters).

10. You must coordinate all installations, configurations, facility integration and ongoing updates at all facilities identified by DHS-ICE. Describe the process you will undertake to achieve this.

11. You must provide a quarterly verification on the accuracy and connectivity of all speed dial numbers from all facilities, both to the platform and through to a final connection, by site, and by called entity. Current status of the verification on each pro bono speed dial number should be included as a part of the weekly pro bono report.

12. You must include a backup to ensure connectivity in the event the facility telephone system is down, or other emergency use as determined by DHS-ICE.

13. The offeror must provide a connection to the pro bono platform at no cost to ICE.

The offeror must describe in detail, the pro bono service offer.

14. The contractor is responsible for paying any and all compensation to telephone providers at the Secondary facilities for completing pro bono telephone calls. ICE is not responsible, nor is ICE privy to what (if any) compensation is paid by the contractor to the secondary facility telephone company.

Pro bono numbers will be provided to you by ICE for each facility. Currently, there are approximately 1800 Pro bono speed dial numbers. It is the offeror’s responsibility to verify these are valid numbers and keep them updated. The pro bono numbers include but are not limited to:

1. The local immigration court and the Board of Immigration Appeals.

2. Federal and State courts where the detainee is located or may become involved in a legal proceeding.

3. Consular officials and offices.

4. Pro Bono legal service providers, in pursuit of legal representation or to engage in consultation concerning his/her removal case.

5. Other Government offices, to obtain document relevant to his/her immigration case.

6. In a personal or family emergency, or when the detainee can otherwise demonstrate a compelling need to DHS-ICE officials.

Facilities or the DTS provider will not require detainees to pay for the types of calls listed above. The DTS provider shall enable all detainees to make calls to the approved list of free legal service providers and consulates at no charge to the detainee, the receiving party, or ICE. Any fees emanating from outside facilities for these calls are the responsibility of the DTS contractor.

C.4.3 Language Requirements for DTS (Including Pro Bono)

The proposed Detainee Telephone Service (DTS) must recognize the unique challenges of the multiple languages spoken by detainees at DHS-ICE detention facilities. The DTS will include these minimum language requirements:

1. English and Spanish language options at a minimum at all locations. ICE has the option to add additional languages at no cost as needed, per facility or system wide.

2. Provide DHS-ICE with other languages available within your system. Describe how you will achieve translations for all required, ICE identified languages, besides English and Spanish, at no cost to ICE.

3. Provide the exact information presented over the telephone during set up and provide the announcement presented to the called party, to include at a minimum:

a. Language prompting

b. Access to Collect, Pre-paid collect and Debit

c. Access to pro bono system

d. Called party announcement indicating call from a detainee at a detention facility, cost of the collect call, instructions to block future calls, call is recorded and monitored, instructions for any billing questions or to set up prepaid services, at a minimum. Provide any other selections that your

DTS may include.

4. Instructional signage will be posted at a minimal, in English and Spanish at all facilities and will include at a minimum:

a. Overall, simple dialing instructions

b. Collect call and pre-paid collect call dialing instructions

c. Debit call dialing instructions

d. How to file a complaint

e. All calling rates including Local, Long Distance and International

5. Pro bono information to be posted at least in English and Spanish at all facilities to include at a minimum:

a. Simple dialing instructions for access to the pro bono centralized system.

b. List of all authorized pro bono Speed Dial numbers, (speed Dialing must be used at all facilities as this eliminates frequent posting of changes).

c. Identify each embassy or consulate office telephone number with the flag of that country next to the speed dial number.

C.4.4 Debit and Collect Calling System at Primary Detention Facilities

I. Debit Based Mode Capability and Requirements

The DTS must satisfy, at a minimum, the following debit based mode capabilities and

1. Provide this service through the use of an Automated Operator.

2. Allow for direct dial calls when it is operating in a debit-based, PIN controlled mode.

3. Have a debit-based database capability that tracks a detainee’s telephone usage balance, which shall be maintained by the DTS in conjunction with the Primary

Detention facility’s commissary account (when available).

4. The ability to confirm that funds are available in the detainee’s telephone account after the telephone number is dialed by the detainee but prior to connecting the call (explain the options available, including a collect call option, to the detainee should the detainee’s telephone account be insufficient for the desired call).

5. The ability to interface electronically with the detention facility commissary system for the collection and billing of calls, based on the PIN number of the detainee. ICE is not responsible for any costs associated with the electronic interface to the facility commissary system.

6. The ability to provide refunds to detainees who are being released and still have a balance with the DTS. Telephone account refunds will be issued by: a) cash payment; or b) release of funds from detainee’s commissary account; or c) a telephone pre-paid card for immediate use in a public setting.

7. Direct dial charges shall terminate when either party hangs up. When operating in debit-based mode, it is required to notify the detainee when the call is being terminated because of a lack of adequate funds. Provide the sample message played to the detainee and describe the notification process the detainee will receive.

II. Collect Call Mode Capability and Requirements

The DTS must satisfy, at a minimum, the following collect-call mode capabilities and

1. Provide this service through the use of an Automated Operator.

2. Allow for direct dial calls when it is operating in a collect-call, PIN or non-PIN controlled mode as determined by DHS-ICE Requirements.

3. Call acceptance by the called party must be accomplished through caller confirmation by pressing a specific number, or the called party replying by voice response.

4. Collect calls shall not be connected, nor shall billing commence, until the called party indicates acceptance of the call.

5. At a minimum, the pre-recorded announcement identifying that the collect call is coming from a detainee at an ICE detention facility that must be heard by the called party. The pre-corded announcement will also include the cost of the call.

Provide all other announcement options within your DTS offer.

6. Assume all responsibility for billing called parties receiving collect calls from the

DTS and for the collecting of payments for these calls and provide a toll free number, which will be clearly shown on the called party’s bill for assistance in billing matters.

7. Provide all local and long distance collect call services at all ICE Primary

Detention facilities where the DTS is installed and be responsible for installing and maintaining all telephone circuits necessary to provide the required collect call services.

III. Free calls and requirements

The DTS must satisfy, at a minimum, the following free call capabilities and

1. Upon booking/processing of the detainee at a primary facility, each detainee is required to have at least one (1) free three (3) minute phone call to anywhere in the world. The system must show proof that the detainee was given a free phone call. ICE bears no responsibility for tracking the calls or any costs involved.

C.4.5 Transition

1. The Contractor shall submit a proposed implementation plan and detailed schedule on how Contractor proposes to complete the initial installation of all

Primary and Secondary Facilities listed in Attachment B under Section J. This schedule will be in accordance with the successful and orderly transition of the

Primary and Secondary Facilities. As ICE cannot allow for any period without telephone connectivity, offerors should detail how Primary Detention Facilities will transfer over as additional Secondary Detention Facilities are brought online.

All transitions must occur within 90 days after award. Primary and Secondary facilities must transition concurrently. The transitioning offeror will not be allowed to transition the Primary facilities first, followed by Secondary Facilities.

However, transitioning offeror will be allowed to transition Secondary Facilities first, if you desire. Each Primary and Secondary facility is a stand-alone element and cannot be partially transitioned.

2. This implementation plan shall include a proposed time-line for completing physical installation at Primary Detention Facilities and the Primary and

Secondary Detention Facilities pro-bono speed dial system. The pro bono service needs to be up and running prior to transitioning the primary and tertiary sites. In addition, the implementation plans need to be approved by ICE. For each installation, the Contractor shall submit an implementation plan that shall include an installation schedule. This implementation plan will become a part of the

Contract and must be followed.

3. Contractor agrees to obtain DHS/ICE written permission from the Contracting

Officer before proceeding with any work that requires cutting into or through girders, beams, concrete or tile floors, partitions or ceilings, or any work that may impair fireproofing or moisture proofing or potentially cause any structural damage. DHS/ICE does not anticipate that such work will be required for the initial installation or maintenance of the system.

a. Contractor agrees to assume responsibility for all installation of equipment in accordance with the specifications contained in the manufacturer’s installation instructions.

b. Use of existing or in-place conduit, raceways, cable ways, cable, inside wiring, telephone set mountings, switches, terminal boxes, enclosures, and terminals within the Facilities are at the risk of the Contractor. No exposed wiring will be permitted. Ownership of any wiring or conduit placed under this contract by the successful Contractor becomes DHS/ICE property upon termination and/or expiration of the contract.

c. Contractor agrees that if any cabling work is required as part of any installation, all new cables shall be used and marked clearly and legibly at both ends, and must meet all applicable EIA/TIA wiring standards for commercial buildings.

d. Contractor shall install additional telephones and monitoring and recording equipment as needed at no cost to DHS/ICE. This includes expansion to the existing Facilities and any newly constructed Facilities.

This shall be done throughout the contract period and all subsequent renewal terms.

e. Contractor shall provide and install adequate surge and lightning protection equipment on all lines used for the system.

f. The Contractor shall accomplish installation of all telephones and related equipment during normal business hours at each Facility or as directed by the Facility Point of Contact.

g. The Contractor shall clean up and remove all debris and packaging material resulting from work performed.

h. The Contractor shall restore to original condition any DHS/ICE property damaged during maintenance or installation by any personnel associated with the Contractor, including repairs to walls, ceilings, etc.

i. Contractor agrees to install, repair and maintain all Contractor provided equipment and lines at no cost to DHS/ICE. All costs of Contractor provided equipment, installation, maintenance and repair as well as all costs or losses due to vandalism shall be the total responsibility of the

Contractor.

Upon completion of initial installation and during ongoing installations, the Contractor shall provide DHS/ICE with a list of telephone numbers, serial numbers, and the location of each unit.

C.4.6 Refund/Rebate Requirements

The DTS proposal must include a written refund/rebate policy. ICE anticipates eventually having all telephone funds electronically controlled (including deposits and refunds) through the primary detention facility commissary system. In the meanwhile, facilities that do not have a commissary, the minimum requirements for refund/rebates will include:

1. At all times and under all circumstances, the refund policy…