IDOC - Electronic and GPS Monitoring IFB - 924~1.docx

The following information will become the contract between the awarded vendor and the Illinois Department of Corrections. Instructions and requirements to submit a bid response are found in the attachment titled “Invitation for Bid Vendor Instructions and Requirements”.

Illinois Department of Corrections Contract Electronic and GPS Monitoring Services

24-426DOC-CENTO-B-43809

Section I. SCOPE OF WORK

I.A. OVERVIEW AND PURPOSE

The Illinois Department of Corrections (IDOC) is seeking a qualified Vendor to operate and manage its electronic monitoring programs.

It is crucial to have a dependable supplier for the provision of global positioning systems (GPS) and Radio Frequency (RF) electronic monitoring devices and associated services that adhere to the requirements outlined in this document. The electronic monitoring systems encompass radio frequency for individual’s landline phones, cellular transmitters, and group monitoring devices. Global positioning monitoring systems will consist of monitoring devices, software, and services capable of monitoring the movement and whereabouts of individuals. The system should offer an alternative method to locate individuals in case the GPS signal is disrupted, obscured, or unavailable.

The Vendor will be responsible for providing all training, equipment, installation, retrieval, maintenance, software, and monitoring services for an electronic/GPS monitoring program. All contractual services must be carried out in compliance with the terms and conditions specified by the Department.

Vendor shall provide equipment and services that cover all Illinois counties.

I.B. SUPPLIES AND/OR SERVICES REQUIRED

I.B.1. The Vendor shall agree to only propose equipment that represents the latest technology the marketplace has to offer.

I.B.2. The Vendor shall assume full responsibility for all services procured under this contract. The Contractor will be solely responsible for all coordination and any and all failures and deficiencies resulting from equipment for services acquired by the Department under this contract.

I.B.3. The Vendor is responsible for any lost or damaged equipment that may incur during normal operations of the program.

I.B.4. The Vendor or Subcontractor shall provide all installations, retrievals, service, and repair to the equipment.

I.B.5. The Vendor shall be required to interface with the IDOC designated Parole Communications and Control Center (PCCC). The Contractor must have an agreement with the PCCC with set pricing determined by the PCCC and must automate the following data with the PCCC: individual enrollments (PCCC to Contractor), individual address updates (PCCC to Contractor), individual's curfew schedule (Contractor to PCCC), alerts affiliated with RF feature of the unit (if applicable) and inclusion/exclusion violations from Contractor to PCCC, and inclusion/exclusion zones from PCCC to Contractor. Contractor shall provide a continuous monitoring system to verify that individuals remain at home during specified time periods and shall report unauthorized absences, late returns, equipment malfunctions or tampering to the PCCC for further investigation.

I.B.6. GPS Specifications - The Vendor shall provide to the Department all tracking/monitoring equipment, software, training, installation, and other resources required to monitor individuals utilizing Global Positioning Unit monitoring systems based on direction of the Department.

I.B.7. Active GPS - If utilizing Active GPS, the system must be able to function statewide, including rural areas. The system must provide a secondary method to locate individuals when GPS signal is impaired, obscured, or unavailable and this feature should be included in the Pricing Section for the Active GPS Monitoring Units.

An Active GPS system must accommodate individuals with or without a home telephone (landline) being available.

It is the preference of the Agency for the GPS units to either have a beacon or a home monitoring unit.

The Active GPS system shall provide continuous location monitoring and near real-time reporting of individual locations within a range of plus or minus 25 meters. Agents shall be able to query the location of the individual when necessary.

I.B.8. Victim notification - Vendor must complete victim notifications in the event of an individual breach of area as mandated in 730 ILCS 5/5-8A-7. https://www.ilga.gov/legislation/ilcs/fulltext.asp?DocName=073000050K5-8A-7

I.B.9. Passive GPS - The passive GPS system shall provide continuous location monitoring of the individual's location within a range of plus or minus 25 meters. Location information shall be stored and downloaded to the central location at scheduled time periods or, minimally, at the end of each day. Department Personnel shall be able to access information via remote access to the Contractor's secure Internet website on a 24- hour per-day basis.

I.B.10. Market Safety Standards - The Vendor must provide equipment that is safe for humans and presents no health or safety hazards to staff and/or individuals.

All equipment shall be of a technology currently in use by the manufacturer, proposer, or both and must be identified by name. The equipment proposed must be at least equal to the latest industry standards.

I.B.11. Transmitters - The Vendor shall provide a Federal Communications Commission (FCC) certified transmitter that may be securely affixed to the released person.

sss The transmitter's signal range under normal household conditions will have a typical range of 80-150 feet.

The transmitter shall emit an encrypted signal at least once every minute. The signal content shall identify the individual, power status, and tamper/removal status, and shall be encrypted to discourage duplication.

The device strap and circuitry shall enable the device to immediately notify the monitoring center of any case tamper, strap tamper attempt or removal from the individuals' ankle or wrist.

The transmitter straps shall be either adjustable to fit any size individual, or varying-sized straps shall be provided as an alternative.

The transmitter shall be shock resistant, water and moisture proof to at least 30 feet, and function reliably under normal atmospheric and environmental conditions.

The transmitter shall not pose a safety hazard or unduly restrict the activities of the individual. The strap shall be made of hypoallergenic material and not of any material that may cause injury to individual.

The batteries powering the transmitter shall have an operational life of at least one year and shall be easily replaced be designated personnel or a new transmitter shall be utilized as a replacement.

The device must have cordless charging capabilities.

The transmitter shall be capable of sending a signal indicating that a low transmitter battery condition exists, a minimum of seventy-two (72) hours prior to battery failure.

The Vendor shall provide any replaceable power sources for use in the transmitter or a new transmitter.

The vendor shall provide devices that feature a biometric check to verify id of wearer of device.

The wrist worn GPS device shall have a minimum battery life of 12 hours.

The Vendor shall provide devices compatible for individuals with special needs and be able to accommodate larger individuals’ wrists up to 10 inches in diameter.

I.B.12. Tracking Capabilities

The tracking unit must have the ability to roam on other networks other than those of the Vendor‘s primary wireless provider. This ability must be built into the unit and must not require a changing of components.

The tracking unit must have an adjustable sensitivity range capable of transmitting and receiving a radio frequency signal at a radius of 50 to 150 feet.

The communication between the tracking unit and the monitoring center should use standard or wireless cellular telephone connections and standard 110-volt AC residential current.

Any part of a tracking unit system (including charger stand if applicable) that requires the use of a telephone shall use standard telephone lines, wireless cellular telephones, or both to communicate between the individual monitoring units and the host central computer. If connected to a standard telephone or power line, the tracking unit shall have internal surge protection on both the telephone line and the power source.

The tracking unit shall include an internal clock and a memory to store data if communication with the Monitoring Center is disrupted or if AC or backup power fails. If communication with the Monitoring Center is disrupted, the monitoring unit shall transmit stored data to the Monitoring Center or Agent as soon as communication is restored.

The tracking unit shall not pose a safety hazard to the parolee or others and shall function reliably under normal environmental and atmospheric conditions. It shall include surge protection for electrical and communications interfaces.

The tracking unit must have a with a life of up to 18 hours when fully charged and will maintain an 18-hour life for no less than 365 recharges. The battery should be fully recharged in six hours or less.

The tracking unit shall be equipped with a location verification feature and a tamper notification system that alerts the Monitoring Center of any attempts to enter the unit or alter the routine operation of the unit “near real-time". The monitoring unit must have an internal tamper circuitry to indicate that it has been opened or disconnected from AC power.

The tracking unit must transmit signals in "near real time" and must be capable of notifying the monitoring center immediately if the individual/transmitter moves out of the maximum allowable distance from the host monitoring unit.

The tracking unit must be able to detect if the unit is in motion.

The tracking unit must send at least the following alerts: audio alerts, vibrations, or display text messages to communicate violation information to the individual. In the case of text messaging, the message display features shall be adjustable by Department Personnel. Department personnel must be able to send scheduled pre-defined text messages to the parolee's tracking unit, as well as on demand free-text messages. In the case of text messaging, the monitoring unit must include a method for parolees to acknowledge that they have received and read the messages. This acknowledgement shall be time stamped, stored, and available for Department personnel to review.

The tracking unit must have internal diagnostics that can determine if it is operating properly, and it must have the ability to relay information to the central monitoring computer.

I.B.13. System Requirements

The Contractor must provide a web-based software application that provides Department personnel with access to the Contractor's Central Host System.

The application must be accessible by the Department through a standard web browser interface utilizing standard HTTP protocol through a high-speed internet connection.

The application must utilize security protocols that will prevent unauthorized access to the system and the individual information contained therein. Contractor must have documented security incident policies and procedures and must provide a copy upon request. All security breaches must be reported to the Department within 4 hours upon request.

The application must not require installation on Department computers.

The application shall be capable of retaining relevant personal information for each parolee, including name, IDOC number, address, phone number, and an approved schedule of a minimum of fifty arrivals and departures each day.

The computer system must be able to accept schedules and schedules changes 24 hours a day, 7 days a week. Schedules must go into effect immediately upon entry into the system.

The agent shall be able to initiate a call request from the website. A message shall be sent to the unit requesting it to call and the unit shall call and transmit its current information.

The application must allow Department personnel and/ or PCCC to enroll, edit, or remove individuals without calling the Contractor's monitoring center.

The application must allow Department personnel and/ or PCCC to create, edit, delete, and apply monitoring parameters (such as schedules) for individuals.

The Contractor’s system shall be capable of providing for multiple notifications by pager, telephone, fax, web-based reports, or email. Notifications must be able to be sent to multiple parties simultaneously.

The application must allow Department personnel access to multiple online reports regarding individual status, violations, etc.

The application must allow Department personnel to filter reports by violation/event.

The application must allow Department personnel to use the application to create, edit, and apply inclusion and exclusion zones.

The application must allow Department Personnel to create schedules for individuals and apply zones to these schedules.

The application must display location of the individual on an interactive map containing recognizable state, county, municipality, and street names. The mapping should include aerial views.

The application must display every GPS point recorded by field units.

The application shall feature the ability to have the technology to have interactive panoramic images to provide a virtual representation of our surroundings on areas in the world.

The application must allow Department personnel, when viewing the GPS tracking maps, to easily zoom in and out of the mapping.

The application must allow Department personnel when viewing the mapping to rewind and move forward through the GPS tracking points.

The application must allow Department personnel to easily view the actual speed of the individual at each recorded tracking point.

The application must allow the Department personnel when viewing mapping to easily determine the approximate address of any tracking point.

The application shall provide a hierarchical login process for separate management/supervisor interface so that the District Parole Office Supervisors and Administrators may provide effective oversight of agents accessing the monitoring system. The system shall have the ability to report all access to records and to generate a report as to who is utilizing the system.

The remotely accessible system shall have an adequate security infrastructure to prevent unauthorized users from gaining access to parolee data. The system shall have an appropriate security monitoring system at multiple levels (e.g., firewall; database). The security system shall provide information on attempted intrusions and other relevant or useful information that can be reported for further investigation and referral for criminal action. The Department shall be made aware of any physical breach of security to any of the vendor sites.

I.B.14. Interface with Parole Communications and Control Center (PCCC)

The Vendor shall be required to notify the PCCC according to the following parameters; when an individual is in unauthorized leave status for a time period longer than 15 minutes, when an individual is specified in the exclusion zone for 10 minutes or more, an individual is out past a scheduled curfew for more than 60 minutes, when an individual leaves earlier than 30 minutes before a scheduled curfew, when an electronic monitoring device is in missed call back status for more than 60 minutes, when a GPS monitoring unit is without AC power for more the 30 minutes or cellular monitoring device is without AC power for more than 15 minutes. Vendor shall immediately notify the PCCC when a transmitter or home monitoring device sends a tamper alert. The IDOC reserves the right to adjust parameters as needed by the designated program contact.

The Vendor shall provide IDOC and the PCCC with access to their system and data via a secure web site. Other solutions may also be acceptable if the PCCC is agreeable and there is ample security. This secure access shall be the primary means for all data communications between the contractor, IDOC and the PCCC and shall serve to provide IDOC and the PCCC access to the contractor's monitoring system. The contractor shall need to provide access to their monitoring system for up to 50 simultaneous users.

The contractor's connectivity solution and monitoring system needs to provide ample response time for the PCCC at these maximum levels. It is mandatory that the monitoring system be a web-based system that would not require additional software installation. All violations received from the contractor's equipment will also need to be reported to IDOC and the PCCC. These violations should be transmitted to PCCC using a web service or agreed upon transfer solution. All data transfers to IDOC and PCCC, including violation data, need to be done across the secure connection (SSL).

The Vendor will need to provide the PCCC access to their monitoring system for up to 50 simultaneous users. The contractor's connectivity solution and monitoring system needs to provide ample response time for PCCC at these maximum levels. The monitoring system must be a web-based system that would not require additional software installation on the client side (workstation). All violations received from the contractor's equipment will also need to be reported to the PCCC. These violations should be transmitted to the PCCC using FTP with the data in an agreed upon ASCII file format, web service or by direct database insertion using ODBC or XML All data transfers to PCCC, including violation data, need to be done across the secure connection.

The Vendor will be required to notify the PCCC according to the following parameters; when a participate is in unauthorized leave status for a time period longer than 15 minutes, when a participant is out past a scheduled curfew for more than 60 minutes, when a participant leaves earlier than 30 minutes before a scheduled curfew, when an electronic monitoring device is in missed call back status for more than 60 minutes, when a RF monitoring unit is without AC power for more the 30 minutes or cellular monitoring device is without AC power for more than 15 minutes. Vendor shall immediately notify the PCCC when a transmitter or home monitoring device sends a tamper alert. The IDOC reserves the right to adjust parameters as needed by the designated program contact.

I.B.15. Monitoring System/Facility

The Vendor shall maintain a physical facility that meets all applicable Federal, state and local regulations (e.g., building codes, fire and safety codes) and shall not endanger the health and safety of employees and the community.

The facility where the application is hosted must be a Tier II equivalent facility with N+ 1 capability for all HVAC, electrical, UPS and generator facilities. Facility must have dual instances for power and network/ Internet connectivity.

The Vendor shall, at the Monitoring System/Facility, receive, store, and disseminate information generated by the monitoring equipment and systems described in this document. Any services provided through a sub-contractual arrangement may be performed at a separate center/facility provided that they encompass an entire system (e.g., programmed contact system; continuous GPS satellite tracking system; electronic monitoring system) and is transparent to the agent in the remote access environment. All connections shall be secure.

The Monitoring System and/or Facility shall be located at a secure location where access to the Center and all records is restricted only to authorized individuals.

Vendor shall appropriately staff the monitoring center continuously, 24 hours a day, 7 days a week. The monitoring system shall promptly detect and notify PCCC/agents of Key Event(s). In the event that remote access is temporarily inoperable, Contractor's staff shall implement a contingency to manually detect and notify agents of all key events and otherwise respond to all inquiries from agents.

Backup - The Vendor shall maintain a contingency plan for movement to a backup monitoring system within a reasonable amount of time following a monitoring system malfunction. A disaster recovery off-site function for ail server components and replicated data must be provided.

I.B.16. Key Events for Monitoring System

To ensure compliance with Remote Location Monitoring system restrictions, the Contractor shall test for the location of individuals at specific locations, real-time with active GPS and downloaded upon return with passive GPS. The Contractor shall notify the monitoring center of the following system applicable Key Events, including but not limited to:

1. Unauthorized absence from his or her residence.

2. Proximity Violation (Tracking Unit not receiving Transmitter Signal).

3. Equipment malfunctions (all installed components).

4. Tampering with equipment (all installed components).

5. Power degradation (electrical loss or reserve backup power low).

6. Location verification failure (includes loss of GPS signals).

7. Missed calls from the Monitoring unit (including loss of residential telephone contact for continuous remote location monitoring feature).

8. Unauthorized absence from a specified location or exclusion zone violations. (Active GPS units)

9. Motion events monitoring.

The Vendor shall record, and store information obtained about the Key Events at a central location and allow PCCC and parole agents/supervisors remote access to set up the location parameters and schedules, and view, print, or download parolee-monitoring data, unless the system stores this data locally with the Department. All connections shall be secure.

I.B.17. Security Safeguards of Monitoring System Information.

The Vendor shall specify the security safeguards to prevent unauthorized access to monitoring data inside the monitoring facility by monitoring employees or other staff.

The Vendor shall provide security codes to the Department to guarantee the security of data modifications made remotely or over communications systems/lines with the monitoring system or manually on the telephone with a monitoring center employee.

The Vendor shall provide information on monitoring system architecture to include the hardware, software, and power source(s). This will include a description of contingency plans for system failures, such as notifying the agent. Over the duration of the contract, any changes that are made shall be communicated to the Department.

I.B.18. RF ELECTRONIC MONITORING

The Vendor shall provide and maintain electronic monitoring services to committed felons and or parolees (hereafter "participants"). The equipment provided shall meet or exceed the specifications outlined in the following sections in order to ensure the services are maintained. The Contractor will be required to supply radio frequency (RF) and cellular and group monitoring equipment. The equipment will remain the property of the Contractor.

The Vendor shall provide a continuous radio frequency and/or random electronic monitoring system to verify that participants remain at home during specified time periods and shall report unauthorized absences, late returns, equipment malfunctions or tampering to the PCCC for further investigation. IDOC is not responsible for any lost or damaged equipment that may incur during normal operations of the program.

The Vendor shall only utilize equipment that represents the latest technology the Contractor has to offer.

I.B.19. Interface with IDOC and the PCCC.

The Vendor will provide IDOC and the PCCC with secure access to its system and data via a dedicated point-to-point circuit web service or an encrypted virtual private network (VPN). Other solutions may also be acceptable if IDOC is agreeable and there is comparable security to the above-mentioned solutions. This secure access will be the primary means for all data communications between the Vendor, IDOC and PCCC and will serve to provide the PCCC access to the Vendor 's monitoring system.

I.B.20. Monitoring System - Central Computer

The Vendor shall provide a central computer system at a secure location capable of receiving, storing and disseminating the data generated by the monitoring equipment.

The computer-based system shall be located at a secure location. The Vendor shall provide battery back-up and/or a back-up power service such as a generator, which will minimize loss of data in event of power loss or shortage. All data must be available to the State upon request. Any data that is archived must be retrievable within 24 hours.

Provisions shall be made for back up of data on at least a daily basis to prevent data loss due to system failure.

The Vendor shall provide a contingency plan for movement to a back-up computer system in case of system malfunction, which cannot be corrected within four (4) hours.

The computer system shall be capable of continuously receiving and retaining all data sent by the receiver/dialer, together with the date and time of each occurrence.

The Vendor shall also provide a means to modify this information during regular business hours as requested by PCCC. (The majority of modifications will be made via interface developed between Vendor and the PCCC, to include individual address changes, schedules, and equipment updates. There may be a need for assistance from the Vendor for trouble shooting of equipment or inventory issues.) The Vendor will provide security codes to guarantee the security of data modification requests made over the telephone.

Location - Vendor's place of business and data center facilities used for this program shall be located within the Unites States of America.

Uninterrupted Operation - All systems, hardware, and software must be capable of uninterrupted operation, including building support services, such as electrical power. The monitoring center shall have a permanently installed and functioning backup power source, independent of its main power source, capable of maintaining continuous operations for a minimum of forty-eight hours in the event of power outage.

Redundancy - The Vendor shall have a secondary (backup) monitoring center capable of providing full operational functions in the event the primary monitoring center is disabled. The secondary monitoring center shall be located sufficiently distant from the primary center that it is unlikely to be adversely affected by a manmade or natural event or loss of electrical or communications services that would disable the primary monitoring center.

Service Notice - In the event of any component of the Vendor's service becomes inoperable, the Vendor shall immediately notify the Agency Contract Manager or designee by telephone, but no later than thirty (30) minutes after service failure.

Quality Assurance Measures - Monitoring center operations must document performance metrics and employ quality assurance measures for service delivery that include live call monitoring, recorded call review, and corrective actions.

I.B.21. Monitoring Equipment - Continuous Signaling (Radio Frequency)

The Vendor shall provide a radio-transmitting device that shall be capable of being attached to the participant in such a manner that efforts to tamper with or remove the transmitter are immediately detectable.

The signal of the transmitter shall be unique to the individual to whom it is attached and have a minimum open field range of 150 feet.

The transmitter shall be shock resistant, water and moisture proof, and hypoallergenic.

The signal range of the transmitter shall be great enough to prevent false alarms yet not so great as to allow movement from the authorized site.

The transmitter shall be battery powered. The battery shall power the transmitter at least twelve (12) months without need for recharging or replacement.

The transmitter shall not pose a safety hazard to the participant.

The transmitter shall emit a signal at least once every 30 seconds.

The transmitter shall be designed to discourage tracing and duplication of the signal.

The transmitter and strap must have at least a dual tamper resist feature that will enable the transmitter to immediately notify the monitoring of any tamper attempt or removal from a participant's ankle. This would include severing the strap.

I.B.22. Home Monitoring Equipment

The Vendor shall provide a home monitoring telephone device that shall be capable of being attached to the participant's telephone and telephone outlet using a standard RJllC modular telephone connector jack or plug. Monitoring equipment shall be placed in the best possible location in residence to ensure continuous cellular and RF connection.

The home monitoring device must be powered by 110-volt A.C. line current with battery back-up capable of providing a minimum of 12 hours of power in the event of A.C. power loss or shortage.

The device must permit archival storage of all data while without AC power. Once AC power is restored all data will need to be transmitted to the central computer in chronological order.

The home monitoring device must be able to establish contact with the central computer whether the telephone is in use or not when a violation occurs.

The home monitoring device shall not pose a safety hazard for the participant or others.

The Vendor shall provide surge protectors if required for the remote device as per manufacturer's recommendations for that device.

The home monitoring device shall be designed to discourage tampering or interference with the normal operation.

The home monitoring device shall be capable of uniquely identifying the participant.

The receiver/dialer shall be capable of receiving the signal from the designated transmitter within the specified range of the authorized site without undue obstruction from metallic objects or interference from household electronic equipment.

The receiver/dialer shall be able to detect the following events and immediately communicate them to the central computer with the date and time of occurrence:

1. Arrival of transmitter within range of the receiver/dialer

2. Departure of transmitter out of range of the receiver/dialer (subject to a minimum time delay):

3. Loss or restoration of A.C. Power,

4. Tampering with receiver/dialer including attempts to gain unauthorized access to the internal mechanism.

5. Disconnection and restoration of telephone services (disconnection must be communicated as soon as services are restored).

6. Attempts to tamper with transmitter.

The receiver/dialer shall communicate periodically with the central computer to advise that it is functioning properly. Frequency of communication shall be every 6 hours and adjusted upon request of the IDOC.

The receiver/dialer shall be programmed to have periodic location verification whereby the host computer will initiate a call to the receiver/dialer at its location. This is to occur automatically after each power failure.

I.B.23. Cellular Monitoring Unit and Transmitter

The cellular monitoring unit must meet all specification presented above for the RF monitoring device and transmitter except telephone service and location verification.

The cellular monitoring unit must be an integrated RF unit.

The cellular monitoring unit must have a minimum of 12 hours battery back up.

I.B.24. Installations

The Vendor shall ensure new hookups and/or repairs are completed within 48 hours of notification by IDOC. For emergency or urgent cases, the Vendor shall ensure new hookups and/or repairs are completed within 24 hours of notification by IDOC. IDOC is responsible for notification to the PCCC of new hookups and/or repairs to ensure installation is completed within the specified time. The PCCC will in turn notify the Vendor. Notification shall consist of the name, Individual Identification Number, address and time for hook up.

Installer and monitoring staff shall confirm that the equipment is working properly prior to the installer leaving the home. Vendor shall confirm each new hook-up notifying the PCCC immediately after the installation is completed or upon the first entry into range if the home monitoring is installed prior to the client being released.

The Vendor is responsible for the installation, inventory and unhooking of all parolees.

I.B.25. Training

The Vendor shall provide a minimum of five (5) initial training sessions for staff members and the PCCC staff concerning the operation of the monitoring equipment and systems specified under this contract. This training shall take place in locations determined by the Department. The training shall include written instructions concerning use of the monitoring system and equipment. The training shall be conducted by a technical (non-sales) person of the Vendor.

The Vendor shall provide additional training as needed, when requested by the Agency's Contract Monitor or his/her designee. The Department shall limit such additional training sessions to those situations where the training is required to properly implement and operate the monitoring program and shall not intend to cause unreasonable cost or inconvenience to the Contractor. The training shall be provided by a technical (non-sales) person.

All on-site and off-site training provided by the Contractor under this contract (other than the answering of routine questions received over the course of performance) shall be coordinated through the Agency Contract Monitor or his/her designee.

The Vendor shall be responsible for providing the skills and knowledge necessary to implement and manage the program. The training provided by the vendor should give a thorough review of the entire operation of the system.

The Vendor shall provide training manuals to the Department staff as requested.

I.B.26. Customer Service

Vendor must provide customer support, at no additional cost, which is available toll free, 24 hours a day, 365 days per year. The support should not be supplied by a third party, but by the product manufacturer/service provider. Available support should include equipment troubleshooting, event interpretation, client status checks, application questions, and updates in the event access to a web enabled computer is not available.

All calls to the Vendor's customer support center must be recorded and recordings should be available to the Department if the need should arise for review. Recorded calls should be kept for five years.

When Department personnel call the Vendor's customer support number, if the customer support service staff cannot remedy the issue, a response should be given by the Vendor to the Department within 24 hours.

I.B.27. Overnight Delivery of Required Notices

In case of equipment or communication line failure, the Contractor shall provide delivery of required notices (alerts, daily reports, violations etc.), by overnight delivery to guarantee that no interruption in service to the Department occurs.

I.B.28. Spares and Maintenance

The Vendor shall maintain a stable inventory of equipment. In case of equipment failure, the Vendor shall be responsible for providing replacement equipment to the individual.

The Vendor shall maintain the equipment and spares in good operating condition and arrange for prompt repair or replacement. The Vendor shall be responsible for all inventory, installation, and replacement of all equipment.

I.B.29. Testimony Preparation and Appearance

The Vendor shall be competent to attest to its methodology and performance in any legal proceedings if called upon or subpoenaed. If required to provide testimony, the Vendor shall send the person or persons with direct responsibility for the information requested to appear and testify on behalf of the Government. The costs of travel and any witness fees shall be paid by the Department as provided by law and are outside the scope of this contract.

The Vendor shall notify the Department (or his/her designee), and the Agency Contract Monitor, immediately upon receipt of any legal process requiring disclosure of records of parolees.

The Vendor shall, in response to a subpoena, appear and testify in any legal proceedings convened by the Court. Reimbursement for subpoenaed testimony shall be through the Department and shall be based on their witness fee and expense scheduled. The Department agrees to provide any necessary consent/release forms that Federal, state, or local law required.

I.B.30. Records and Reports

The Vendor shall maintain for inspection and examination by authorized Department personnel all individual records associated with the contract for the contract life. At the end of the contract life, all records shall become the exclusive property of the Department.

The Vendor shall provide the Agency Contract Monitor remote access to the monitoring system. The following item totals may be remotely accessed as needed by the Agency Contract Monitor:

1. Installations/terminations by district and individual legal status.

2. Monitoring units (parolees) operating at the end of each month.

3. Parolee schedule changes and alerts by district and case type.

4. Transmitters returned for repair and the repairs made.

5. Monitoring units returned for repair and the repairs made.

6. Time taken by monitoring center staff to answer agent's calls.

7. Alerts of specific key events.

8. Calls to agents.

9. Others as developed.

I.B.31. Security and Privacy

The Vendor shall require that staff providing services meet sufficient standards of integrity to ensure that:

1. The confidentiality of parolee records is not compromised.

2. Unauthorized access to the system is not allowed and no information is disclosed to any third party without written authorization of the IDOC.

3. Data generated by the monitoring system is not altered.

The Vendor shall make available all records relating to a participant upon and in accordance with a written request of the IDOC. Disclosure of records and discussions with staff members under this paragraph shall be on an "unrestricted communications" basis.

The Vendor shall ensure that all individuals having access to, or custody of records understand and comply with the confidentiality requirements of this contract and Federal, State, local laws and IDOC rules.

The Vendor shall notify the IDOC immediately upon receipt of any legal process requiring disclosure of records of participants.

I.B.32. Disclosure of Information

Any personal or monitoring information for any participant made available shall be used only for the purpose of carrying out the provisions of this contract, and shall not be divulged nor made known in any manner to any person except as may be necessary in the performance of the contract.

In performance of this contract, the Contractor agrees to assume responsibility for protection for the confidentiality of IDOC records and that all work shall be performed under the supervision of the Vendor or the Vendor's responsible employees.

Vendor shall not make modifications reports, procedures, or equipment without the prior approval of the IDOC. Prior to proposing such modification, the Vendor shall demonstrate to the IDOC that the proposed changes have been tested and monitoring staff thoroughly trained.

I.B.33. Quality Control Program

The Vendor shall have a formal Quality Control Program in place that shall detect errors in monitoring, prevent future errors, and provide quality assurance for the services provided under this contract. The Quality Control Program shall include a routine review process that addresses all areas of the Vendor's performance, and each mandatory service described above.

I.B.34. Equipment and Service Upgrades/Improvements

Throughout the life of the contract, the Vendor shall provide the Department with the most recent generation of equipment. All equipment provided under this contract shall have completed final Beta testing and shall be ready for release by the Vendor. The Agency Contract Monitor shall approve all equipment and service upgrades or changes, in writing.

I.B.35. Monitoring Equipment - FCC Approval

The vendor shall only bid equipment and devices that have been properly registered and certified under the Federal Communication Commission Rules and Regulations. The vendor must submit, with the proposal, a complete list of the FCC ID numbers that have been approved for all of the above items.

I.B.36. Hosted System

System Architecture - Vendor's computer system architecture must be consistent with a web-based, three-tiered distributed service-oriented approach to application design and development.

I.B.37. Redundancy

System servers must be backed up with local near real-time redundant servers and two distant redundant servers located at a geographically redundant location that is served by separate electric providers and separate electrical grids. Redundant locations shall be served by separate telecommunications NAP's (Network Access Points) to assure data access.

I.B.38. System Backups

Data backups must be performed every five (5) minutes; full system backups must be performed daily; and the switchover from primary server to backup server must be automatic and immediate. An optional disaster recovery off-site function for all server components and replicated data must be provided. The Recovery Time Objective (RTO) and Recovery Point Objective (RPO) for off-site systems should be less than 12 hours and 4 hours respectively. The off-site redundant system should be housed at a separate geographical location (> 100 miles) in case of a catastrophic event.

I.B.39. System Reliability

Vendor must disclose all system failures since January 1, 2021 upon Agency request and must not have had a single unscheduled system outage longer than 2 hours in duration during that time span.

I.B.40. Emergency Readiness

Vendor must have a written Disaster Recovery Plan and make it available to Agency upon request.

I.B.41. Sustainability

System and monitoring servers must have at least two levels of backup power as well as multiple Internet and communications providers at local and geographically redundant facilities.

I.B.42. Data Security/Confidentiality

Vendor must ensure that agency data is secure across the following dynamics: physical access, network access, data access, employee access. All entries and modifications to individual information must be recorded with the associated login information.

I.B.43. Data Retention

Vendor must store Agency's tracking data permanently with multiple redundancies and transaction records for fast retrieval. The data must be made available to Agency within 48 hours of request, even after contract termination. The information must be available in a standard transaction file format at no charge to the Department. After termination or expiration of the contract the data must be given to the State within 48 hours of expiration or termination. The information must be available in a standard transaction file format at no charge to the Agency.

I.B.44. Near Real-Time Updates

The database must be updated in near real-time to ensure that all data is accurate and current in the software and reports.

I.B.45. Service Level Agreement

The vendor must maintain and support the application through an off-site hosting service. The vendor must provide the Agency with a comprehensive Service Level Agreement (SLA) that fully describes the level of performance and allowable levels of down time associated with the hosting service.

I.B.46. Service Availability

The Vendor must guarantee 99.99% service availability of the hosted system measured in 5-minute intervals.

I.B.47. Scheduled Outages

All scheduled changes/outages must be completed between 2:00 AM and 6:00 AM on Saturday or Sunday. Vendor must publish a notice of scheduled maintenance at least 48 hours in advance via the system website. The Agency must be notified of ALL planned outages and must give approval to any outage outside the scheduled change window. The Vendor must provide monthly uptime reports to the Agency for all components of the system.

I.B.48. Hardware and Software Upgrades and Modifications

All software installations and upgrades of any out of the box product will be the responsibility of the Vendor. Vendor will also be responsible for upgrading other software and hardware required to maintain the hosted environment. The Agency must be notified of all future upgrades and modifications to the application, in accordance with the Service Level Agreement.

I.B.49. Change Management

Vendor must have documented change management policy and procedures in place and share then with the Agency upon request.

I.B.50. Help Desk

Vendor must provide technical support for 24/7/365 for information technology personnel (separate from Parole staff calling) for technical problems.

I.B.51. Escalation Policy

Vendor must provide a published escalation policy for problems that cannot be resolved by first-line Help Desk personnel.

I.B.52. Emergency Contact

The vendor’s Emergency contact should be available during all non-business hours with two (2) hour response time seven (7) days a week.

I.B.53. Audit Trail

The system must maintain an audit trail of all database transactions (add, change, delete) identifying the individual performing the transaction, the date and the time, and the original data in instances where changes are made. Compliance Audit and Fines - Vendor is responsible for any software compliance audit and fines.

I.B.54. Security Audit

Vendor must perform an annual security audit, including a vulnerability assessment. Upon request from the Agency, Vendor shall provide the Agency with reports regarding security testing.

I.B.55. Security Incidents

Vendor must have a documented security incident policy and procedure and must provide a copy to the Agency upon request.

I.B.56. Confidentiality and Access

Vendor must assure confidentiality of Agency data and have policies and procedures, and processes in place to ensure confidentiality of data. Vendor will made these documents available to the Agency upon request.

I.B.57. Personal Information Protection Act

Vendor must comply with this Act Illinois' Personal Information Protection Act Public Act 94-36 addresses the protection of personal information such as social security numbers, driver's license number, or credit/debit card numbers. The Act sets a policy that all public and private entities must follow in cases in which there is the unauthorized acquisition of computerized data that compromises the security, confidentiality, or integrity of personal information maintained by the data collector. In cases where a breach occurs, notification must be given to the individuals affected immediately after the breach is discovered.

I.B.58. State Ownership of Data

Vendor agrees that the State of Illinois is the owner of all data associated with the Illinois Department of Corrections maintained on these systems.

I.B.59. Migration of Data to Another Vendor

Vendor agrees to provide technical assistance transferring the data to a new or replacement system.

For procurements conducted in BidBuy, the State may include in this contract the BidBuy Purchase Order as it contains the agreed Supplies and/or Services.

I.C. MILESTONES AND DELIVERABLES

I.C.1. The Vendor will provide GPS and electronic monitoring equipment and related services that meet the criteria set forth in this document. Electronic monitoring systems include radio frequency to youth’s landline phone, cellular transmitter, and group monitoring equipment.

Global positioning monitoring systems will include monitoring equipment, software, and services capable of tracking the movement and location of individuals.

The selected Vendor shall be responsible for supplying all training, equipment, installation, retrieval, maintenance, software, and monitoring services for an electronic/GPS monitoring program. All contract services shall be performed in accordance with the terms and conditions as set forth by the Agency.

I.C.2. Implementation Plan

I.C.2.1. Within 30 days of execution of the contract, an Implementation Plan that describes all key elements and milestones to be the proposed project schedule and detailed roadmap to implementation will be submitted to the Agency for review.

I.C.2.2. The Agency reserves the right to work with the Vendor for any revisions to the implementation plan.

I.C.2.3. No work on the implementation plan will begin without written Agency approval.

I.C.3. Training Plan

I.C.3.1. Within 30 days of execution of the contract, a Training Plan will be submitted to IDOC for review.

I.C.3.2. The Training Plan should be very detailed and include training for the Vendor staff, IDOC staff, and others designated by IDOC.

I.C.3.3. IDOC reserves the right to work with the Vendor for any revisions to the Training Plan.

I.C.3.4. No work listed with the Training Plan will begin without written IDOC approval.

I.C.4. Data Transition Plan

I.C.4.1. Within 30 days of execution of the contract, a Data Transition Plan will be submitted to IDOC for review.

I.C.4.2. IDOC reserves the right to work with the Offeror for any revisions to the Transition Plan.

I.C.5. Equipment Plan

I.C.5.1. Within 30 days of execution of the contract, an Equipment Plan will be submitted to IDOC for review.

I.C.5.2. IDOC reserves the right to work with the Vendor for any revisions to the Equipment Plan.

I.C.6. The quantity of devices specified in the contract may fluctuate in response to changes in population dynamics. The Department does not provide any assurance regarding the number of devices throughout the term of the contract.

I.D. VENDOR/STAFF SPECIFICATIONS

I.D.1. Vendor must have at least five (5) consecutive years of direct experience providing both GPS and RF electronic monitoring equipment and services to correctional, criminal justice, or law enforcement agencies. Substantiating documents shall be provided upon Agency request.

I.D.2. The Vendor shall possess and demonstrate an experienced project team with appropriate skills to successfully implement and support the project. The Vendor must appoint a project manager who will be located in Illinois and whose dedicated workload will be the Illinois Department of Corrections, at no additional cost.