Inmate_Telecommunications_and_Video_Services_(ITVS)_and_Related_Services_-_Escambia_County_Corrections_-_Re-Solicit_(Addendum_#3_Revision).pdf

REQUEST FOR PROPOSAL

PD 24-25.039

INMATE TELECOMMUNICATIONS AND VIDEO SERVICES (ITVS)

AND RELATED SERVICES - ESCAMBIA COUNTY CORRECTIONS -

RE-SOLICIT

Escambia County

213 Palafox Place

Pensacola, FL 32502-5822

RELEASE DATE: December 20, 2024

DEADLINE FOR QUESTIONS: January 14, 2025

RESPONSE DEADLINE: January 27, 2025, 10:00 am

RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:

https://secure.procurenow.com/portal/escambiacountyfl https://secure.procurenow.com/portal/%7bproject.government.code%7d

Escambia County

REQUEST FOR PROPOSAL

Inmate Telecommunications and Video Services (ITVS) and Related

Services - Escambia County Corrections - Re-Solicit

I. Introduction II. Scope of Work

III. Solicitation Terms & Conditions IV. General Terms and Conditions V. Standard Insurance Requirements and Certificates

VI. Insurance for Information Technology Consulting and Professional Services

VII. Endorsements/Additional Insurance to Consider VIII. Termination/Adverse Change Endorsement

IX. Property insurance X. Evidence/Certificates of Insurance

XI. Evaluation Criteria & Process XII. Vendor Submissions

Attachments:

A - Telephone_Locations_By_Building_Plus_Capacity

B - PD_18-19.075_2nd_Renewal_Approval

C - PD_18-19.075_1st_Renewal_Approval

D - Commission_Reports

E - Amendment.PD18-19.075.ITS.GTL.KDH_-_fully_executed

F - PD_18-19.075_Agreement_Fully_Executed_Global_Tel_Link

G - Mail_Layout_SEPTEMBER_2024

Request For Proposal #PD 24-25.039 Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections - Re-Solicit

1. Introduction

1.1. Summary

Escambia County Corrections Department (ECCD) intent of this Request for Proposal (RFP) is to seek services of a qualified and experienced vendor to provide an Inmate Telecommunication and Video Service (ITVS) and Related Services. The vendor will provide information on the furnishing, delivery, installation and maintenance of hardware and software for an ITVS and Related Services.

The system will be utilized within the correctional environments at Escambia County Corrections detention facilities on a revenue-sharing/commission basis. The system at a minimum will provide local and long-distance telephone service, video visitation, digital USPS inmate mail, emails, and text messaging, including a recording and monitoring system with investigative tools.

1.2. Background

The Escambia County Corrections Department is responsible for the care, custody and control of the population housed within residential facilities located throughout the County. The locations, average daily populations, and housing designations are listed in the table below.

Facility Name Facility Address Average Daily Population

(June 2024)

Average Daily Population

(July 2024)

Average Daily Population

(August 2024)

Housing Designation

Escambia County Jail

3080 N Pace Blvd.

Pensacola, FL 32505

1,302

1352 1407 Minimum to High Maximum

Escambia County Work Annex

601 Highway 297A Cantonment, FL 32533

193 196 Minimum

There are currently 171 inmate telephones within the confines of the facilities and 500 tablets.

1.3. Contact Information

Aby Raymond

Senior Purchasing Coordinator

213 Palafox Place

2nd Floor

Pensacola, FL 32502-5822

Email: akraymond@myescambia.com

Phone: (850) 595-4944 mailto:akraymond@myescambia.com tel:(850)595-4944

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

Department:

Purchasing

1.4. Timeline

Release Project Date December 20, 2024

Pre-Solicitation Meeting (Mandatory) January 7, 2025, 10:00am

A Mandatory Pre-Solicitation Meeting will occur at the address below:

Address:

Escambia County Jail

3080 N Pace Blvd, Pensacola, FL 32505

Individuals interested in attending in person should check in at the front desk 10 minutes before the meeting & will be escorted to the Muster room at

10am CST.

Please note that a tour of the facilities applicable to the solicitation will occur after the meeting facilitated by Purchasing in the Muster Room, individuals will be able to bring everything they need to the muster room; however, they will be required to leave all items in the muster room during the tour. The room will be secured while you are touring.

Question Submission Deadline January 14, 2025, 2:00pm

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

Submission Deadline January 27, 2025, 10:00am

The Register of Proposers will be unsealed, and read out loud via Microsoft Teams Meeting.

Vendors interested in attending should log into teams with their name and business name in their title for attendance purposes.

https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00N mUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/

0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b2

6-f7b8-4755-a254-bfa07774eb30%22%7d

Meeting ID: 288 319 418 617

Passcode: Kx945Bh9

Dial in by phone

+1 863-333-5817,,173776548# United States, Lakeland

Find a local number

Phone conference ID: 173 776 548#

2. Scope of Work

2.1. INMATE TELECOMMUNICATION AND VIDEO SERVICES (ITVS) AND RELATED

SERVICES – ESCAMBIA COUNTY

The ITVS and Related Services proposed for ECCD must meet or exceed the requirements outlined in this

RFP. The ITVS proposed must meet requirements provided by ECCD including system installation, training, operation and maintenance of the system, equipment and ITVS components.

QUALIFICATIONS

Any item not specifically mentioned but necessary for the delivery and operation of the proposed system shall be included in the proposal response. Vendors must be able to safely and securely provide specified services to meet the needs of inmates at Escambia County detention facilities; as well as the public, for the purpose of providing ITVS and other related services. Vendor’s minimum qualification criteria include, but are not limited to, the following:

1. Due to the complex nature and security concerns of correctional facilities, bidders must have at least five (5) years of recent experience providing and administering inmate https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00NmUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b26-f7b8-4755-a254-bfa07774eb30%22%7d https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00NmUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b26-f7b8-4755-a254-bfa07774eb30%22%7d https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00NmUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b26-f7b8-4755-a254-bfa07774eb30%22%7d https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00NmUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b26-f7b8-4755-a254-bfa07774eb30%22%7d https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00NmUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b26-f7b8-4755-a254-bfa07774eb30%22%7d https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00NmUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b26-f7b8-4755-a254-bfa07774eb30%22%7d https://teams.microsoft.com/l/meetup-join/19%3ameeting_MWMwZjU4M2ItODNkYy00NmUzLThmNmItOTkxZmI3YTA2MDJk%40thread.v2/0?context=%7b%22Tid%22%3a%222c937adb-d946-4b31-90cc-a32f7d460fcd%22%2c%22Oid%22%3a%225d570b26-f7b8-4755-a254-bfa07774eb30%22%7d

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -telecommunication and video services and related services to city, county or state correctional facilities.

2. Must be registered to do business in the State of Florida.

3. Certification from the Vendor that they can commence full operations within forty-five (45) days after notification of award.

4. Substantial compliance with the Request for Proposals content and format.

5. Vendors staff must comply with all Florida Model Jail Standards (FMJS) and accreditation requirements set for by the Florida Corrections Accreditation Commission (FCAC) at the time of implementation.

a. The FMJS can be found at the following link https://www.flsheriffs.org/law-enforcement-programs/training/florida-model-jail-standards

b. The FCAC standards can be found at the following link: https://flaccreditation.org/ .

6. If the Escambia County Corrections Department chooses to pursue further accreditation in the future, the bidder agrees to work collectively with the facility to meet the requirements of said additional accreditation.

Upon execution of a contract, the Vendor’s assigned staff will be required to report to the Escambia

County Corrections Administration to complete fingerprinting and background checks.

SPECIFICATIONS

The Vendor must install, operate, maintain and service the ITVS and related services for the Escambia

County Corrections Facilities continuously. For this scope, continuous means 24 hours per day, 7 days per week, 365 days per year. The hardware will be serviced and provided by the Vendor at no cost to the County. Ownership of the hardware will remain with the Vendor. The ITVS and related services must be ready to be installed and fully operational at the time of proposal submittal by the Vendor; a timeline of implementation for the ITVS and related services must be provided by the Vendor.

2.2. SCOPE OF WORK

The ITVS and Related Services proposed for the Department must meet or exceed the technical requirements outlined in this Section of the RFP. The ITVS proposed to meet these technical requirements must be provided to the Department including system installation, training, operation and maintenance of the system, equipment and ITVS components.

A. The Vendor is responsible for replacement of the ITVS in its entirety or its individual components regardless of cause including, but not limited to normal wear/use, inmate abuse, natural disaster, or inmate unrest. This system or component replacement will be performed at https://www.flsheriffs.org/law-enforcement-programs/training/florida-model-jail-standards https://www.flsheriffs.org/law-enforcement-programs/training/florida-model-jail-standards https://flaccreditation.org/

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -no additional cost to the County and will occur immediately upon notification to the Vendor of the system problem by the Department.

B. The ITVS proposed for the Department must include the following components:

1. two full time technician(s) as on-site vendor staffing, the County will consider alternative solutions, whichever is more advantageous to the County, and subject to department approval.

2. the ITVS user utilities shall also be provided through a secure internet connection available from any PC with internet access and include a Single Sign On (SSO).

3. a Centralized System Database located outside of the Department facility and maintained by the Vendor. The Centralized System Database must be located in a secure location with an offsite backup in case of disaster and include processes to backup and restore data for disaster recovery. The database contents shall be owned by the County and made available quarterly for County purposes.

4. the proposed ITVS must be designed as ITVS own unique Local Area Network (LAN) and include a network diagram. Use of or integration with the existing Department LAN is not permitted including, but not limited to, VPN access.

5. the proposed ITVS must allow for administrator password levels that restrict Department personnel to the ITVS within their specified user rights, granted by the Department of

Corrections Director, or designee, as well as allow certain Department personnel to access all telecommunication services usage detail, including financial summaries and sales volume.

C. All system hardware, software, software level and support systems must be compatible with

Department inmate software applications and applicable hardware.

D. The ITVS must provide for all telecommunications capabilities for inmate services as well as administrative capabilities for Department personnel.

E. The Vendor must propose an ITVS at no additional cost to the Department and include, but not be limited to:

1. full design, programming and installation

2. programming of all inmate's specific information such as PIN's calling privileges, access times

3. post installation maintenance

4. all network services (local, long distance, international)

5. all network services for administration and investigative reporting of the ITVS

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

6. app for kiosks and tablets to be user end modified for ECCD which includes these capabilities:

a. Inmate grievances and request forms

b. Digital USPS inmate mail

c. Visitation blurry background capability and other video security features like facial recognition

F. The Vendor must propose an ITVS:

1. for the Department that has the capability of processing inmate calls in pre-paid, debit and/or collect call depending on the Department needs.

2. that can be shut down quickly and selectively. The Department must be able to shut down the system globally and restrict all inmate access within the entire facility and/or within a particular housing unit.

3. solution that allows the Department to completely restrict inmate access to outside network services/housing units/facilities. The Vendor must describe, in its response, how this restriction is accomplished with the proposed ITVS.

G. The Vendor must agree, in its response, that it will keep all call processing and call rating information current. This information includes, but is not limited to, local exchanges, area codes, country codes, vertical and horizontal coordinates and any other information necessary to accurately process and rate calls. The Vendor must provide the Department with all rate information for all calls upon request by the Department at any time during the term of this contract.

H. The proposed ITVS must:

1. block all calls made to any of the following services whether the system is used in prepaid, debit, or collect call mode. The Vendor shall be responsible for ensuring that the system is programmed for such blocking:

a. 900, telephone numbers incurring excess charges

b. Long distance carrier access codes (e.g. 101-XXXX)

c. Local toll-free numbers (e.g., 950-XXXX)

d. Directory assistance numbers (e.g., 411, 555-1212, etc.)

e. Toll free numbers (e.g. 800, 888, 877, 866, 855, etc.) unless authorized by Department

2. be restricted to outgoing calls only. The system must not process incoming calls at any time.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

3. not provide a second opportunity to dial a number without the inmate hanging up the telephone receiver after the first call is completed.

4. allow for a maximum "ring time" prior to disconnecting the inmate call.

5. provide notification to an inmate of the call status (e.g., busy, no answer, etc.). This notification must have appropriate recorded messages for each type of call status. This requirement must be implemented for all calling methods and all available languages.

6. allow the inmate to speak to the called party until the call has been positively accepted. This requirement must be implemented for all calling methods.

7. not allow the inmate to hear the called party prior to the actual positive acceptance (via touch tone entry) of the call.

8. allow for the Department to program times when the system will be available or unavailable to inmate calling.

9. allow Department personnel to temporarily restrict service to an individual inmate, inmate telephone, group of phones or entire facility.

10. provide technology that deters an inmate's attempt to initiate a 3-way or conference call with a third party and provide the ability to immediately terminate the call. The Vendor must describe, in its response, how this technology operates regarding the proposed ITVS and the options available to the Department.

11. provide a Call Alert feature. This feature will provide real time live monitoring for

Department personnel that a designated inmate is simply placing a call or is placing a telephone call to a specific number that has been assigned alert status. E-mail notification is also required as part of this call alert feature.

12. have the ability to allow for a called party to select an option (via the touch tone pad of their telephone) that automatically restricts his/her number from being called again from the inmate of the Department.

13. have the capability to accept the called party's response via touch tone pad input from the telephone. Calls will not be billed until positive acceptance by the called party is indicated by the input of a single touch tone digit.

14. be capable of announcing to the called party how to accept calls, not accept calls, and provide an option to block their number real time by pressing a single digit on the telephone keypad.

15. be capable of announcing to the call party the call rate, and available pre-paid balance when a collect call is placed. The Vendor must describe how this is accomplished by the called party.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

16. provide a manner for all calls to be "branded" with the standard Department message as well as the statement that "All calls are recorded and may be monitored" unless otherwise marked as a private (non-recorded) call.

17. allow for the Department to program times by facility housing unit, and inmate when the system will be available or unavailable to inmate calling. The Vendor must describe, in its response, how this is accomplished.

18. provide mobile-friendly (Android and Apple) applications for public users to fund and manage accounts.

19. have the ability to detect 3-way calling via manual bridges/automatic bridges/speaker phones and/or relay messages to identify inmates communicating with inmates within a facility and in facilities across the nation that has this ITVS installed.

I. It is desirable that the proposed ITVS provide a function that prevents 3-way or conference calling while minimizing the possibility of "false disconnects". The Vendor must explain, in its response, how this will be accomplished with the proposed ITVS.

J. As one of the major problems associated with inmate calling, the use of call forwarding at the destination telephone number is not permitted by Department. The proposed ITVS must provide technology that detects real time use of call forwarding by the called party and provide the ability to immediately restrict the call from processing. The Vendor must describe, in its response, how this technology operates regarding the proposed ITVS and the options available to the Department. It is desirable that the proposed ITVS provide a function that prevents call forwarding while minimizing the possibility of "false restrictions". The Vendor must explain, in its response, how this will be accomplished with the proposed ITVS.

K. The Vendor must:

1. describe, in its response, how the proposed ITVS operates when the inmate call is to a cellular telephone. This description must include how calls are placed to cellular telephones and how billing of the call is processed.

2. propose and implement an ITVS that provides telephone reception quality meeting all industry standards for service quality.

3. provide and install adequate surge protection for the proposed ITVS and its components.

4. provide and install adequate lightning protection equipment on all network services supplied for the proposed ITVS.

5. provide enough uninterruptible power supply (UPS) systems that also have surge protection at each telecommunications component requiring power in the facility, capable of supporting all its components including recording devices for a minimum of fifteen (15) minutes.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

6. provide an ITVS in which the Central Processor Unit (CPU) and other critical components are redundant. The Vendor must describe, in its response, those critical components that are redundant with the proposed ITVS.

7. provide standard hardware and software enhancements/upgrades to the proposed ITVS at no additional cost to the Department during the term of this contract. The installed ITVS for the Department facility must always be at the latest general release of the system's available hardware and software including operating systems for the system administration and system reporting function at no additional cost to the County.

L. Each call placed through the proposed ITVS must be electronically identified by the system as being a call originating from an inmate.

M. If a call is not accepted by the called party, or if no one answers the call, ITVS must inform the inmate of the situation prior to disconnecting the call.

N. In the unlikely case of the loss of commercial power and the failure of the UPS, the proposed

ITVS must automatically restrict or "shut off" all inmate telephones so that no inmate calls can be made until commercial power is restored and access is once again provided by the

Department. Upon restoration of power, the ITVS, shall automatically restore all services without the need of human intervention.

O. Telephone network services provided by the Vendor shall be programmable for calling number identification (Caller ID).

P. Monitoring of inmate calls must be available in "real time". Department personnel must be capable of monitoring an inmate's call while the call is in progress with the ability to disconnect the call at any time. The media player provided by the Vendor to listen to recorded communications must have digital interactive capabilities allowing Department personnel to pause, repeat, and resume the listening of a recorded call. The Vendor must describe, in its response, how this will be accomplished with the proposed system.

Q. The collect call automated announcement function of the ITVS must be capable of processing calls on a selective multi-lingual basis. The inmate must be able to select the preferred language using no more than a single digit code. The Vendor must list, in its response, the languages available with the proposed ITVS.

2.3. GENERAL SYSTEM MANAGEMENT REQUIREMEMTS

A. The Vendor must propose:

1. an ITVS that can be accessed from any Windows based PC with access to the internet by authorized Department personnel.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

2. an ITVS that allows for changes to be administered in "real time" while the system is in use.

3. an ITVS that provides a single Graphical User Interface (e.g., Microsoft Edge or

Google Chrome) for system administration, investigations and reporting functions.

B. The proposed ITVS:

1. must not require the system to be taken offline to make additions, changes or retrieve reports.

2. for the Department must allow for investigation personnel to access the inmate call records at any PC with access to the internet without the need to establish a VPN gateway of direct connectivity from the Department network. The Vendor must describe, in its response, how this will be accomplished with the proposed ITVS. This description must include what is required with regard to hardware, software, and network services as well as the security procedures involved with this remote access.

2.4. GENERAL OPERATIONAL REQUIREMENTS

A. The Vendor must describe, in its response:

1. the network of services required to support the proposed ITVS. (i.e., ISDN, 56Kbps

Circuit, Tl, MPLS, etc.).

2. how it will address instances of inadequate outside network plant facilities at the

Department facilities to ensure that the proposed ITVS is implemented according to the installation schedule agreed to by the Department.

3. how remote access to the proposed ITVS for maintenance and programming by the

Contractor will be provided.

4. all security measures, policies, and procedures in place for this remote access.

5. all electrical and environmental requirements of the proposed ITVS for the

Department facility. Such information must be provided for all components of the proposed ITVS including the central processor/equipment, call recording equipment, PCs, printers, etc.

B. The proposed ITVS must be capable of automatically recovering from a power outage (auto-recovery) to full working order capable of processing inmate telephone calls with all programmed restrictions in place. This "auto recovery" must include all system hardware components, all software including Department specific programming and restrictions, and all

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -network services (analog lines, Tl circuits, etc.). The Vendor must describe, in its response, any interaction required by Department personnel for this system "auto recovery" to occur.

C. The Vendor must provide, in its response, the capacities/limits for the proposed ITVS. At a minimum, the Vendor must provide the capacity for the following:

1. Individual Inmate Accounts

2. Call Records

3. Recording Storage

4. Simultaneous Administrative Users

5. Workstations/PCs

6. Simultaneous Access to System User Utilities

7. Inmate Telephones

8. Simultaneous Telephone Calls

2.5. ITVS MANAGEMENT/ADMINISTRATION REQUIREMENTS

A. The Vendor must propose an ITVS that:

1. can be administered from any windows-based PC with internet access by the

Vendor's personnel and authorized Department personnel.

2. allows for changes to be administered in "real time" while the system is in use. The proposed system must not require the system to be taken offline to make additions, changes, or retrieve reports.

3. provides both system administration and system reporting functions in a user-friendly platform. The Vendor must provide samples of ITVS user interface screens with its response.

B. The Vendor must describe, in its response, what system administration functions are available with the proposed ITVS (i.e., new account entry, account/record modification, account deletion, suspensions, etc.).

2.6. SYSTEM SECURITY

A. The proposed ITVS must:

1. be programmed for auto shut-off at times designated by the County. This feature should be programmable by the designated system administrator within the facility.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

2. have a mechanism in place to allow for an individual inmate (with a specific PIN) to be restricted to a certain number of calls for a given period. It is preferred that after the predetermined timeframe the settings will revert to the general settings.

3. be password protected to permit only appropriate Department personnel access to the system.

4. have the capability to enable and disable any phone at the facility from any secured internet enabled computer.

5. have the capability to build “user templates” which allow for different permission levels to be assigned to various users of the system.

B. The Department personnel must be able to manually shut down the system in case of emergency.

2.7. CALLING METHODS

It is the intent of the Department to implement the proposed ITVS in collect call mode to all locations within the United States while utilizing pre-paid and debit mode for calls to both United States and

International locations. The proposed ITVS must allow the Department to operate in this combined mode.

A. The Vendor must provide an Automated Operator for all calling methods. At no time will an inmate be connected to a "live" operator.

B. The automated announcement function of the proposed ITVS must be capable of processing calls on a multi-lingual basis: The inmate must be able to select the preferred language using no more than a single-digit code.

C. Call acceptance by the called party must be accomplished through caller confirmation (positive acceptance). Calls for all calling methods shall not be connected nor shall billing commence until the called party indicates acceptance of the call.

D. The proposed ITVS must:

1. provide notification to an inmate of the call status or progress (e.g. busy, no answer, etc.). The proposed ITVS must not allow the inmate to hear the called party prior to the actual positive acceptance (via touch tone entry) of the call.

2. provide an inmate debit database capability that tracks an inmate's "telephone usage balance". Such balance shall be maintained by the proposed ITVS in conjunction with the

Department Inmate Commissary Account.

3. confirm that funds are available in the inmate's telephone usage account after the telephone number is dialed by the inmate, but prior to placing the call. The Vendor must

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -explain, in its response, the option available for an inmate to add more funds to his/her debit account.

4. provide for true "acceptance supervision" prior to billing of all calling methods. Billing shall begin when the call is accepted by the called party and shall terminate when either party hangs up.

5. provide the capability to track and identify specific telephone numbers called by each individual inmate telephone.

6. have the ability to notify designated parties vis email of phone calls made to specific telephone numbers that are under a watch status. The notified party must be able to monitor the specific call from a remote location via the internet.

E. During the call setup process, the ITVS must provide a pre-recorded announcement identifying that the call is coming from an inmate at the Escambia County Corrections facility and must be heard by the answering party. The announcement must also include: "All telephone calls will be recorded and may be monitored" unless predetermined as a privileged (non-recorded) call.

F. The Vendor must provide a list of international locations (outside the North American Dialing

Plan) that can be reached via the ITVS' prepaid and/or debit mode.

2.8. PERSONAL INDENTIFICATION NUMBER (PIN)

It is the intention of the Department to implement the proposed ITVS with the use of inmate

Personal Identification Numbers (PINs). The proposed ITVS must adhere to the following requirements for PIN operation for all calling methods.

A. The proposed ITVS must:

1. have the capability to assign PINs at the time of booking.

2. provide a method of verifying the inmate’s PIN to guard against fraudulent PIN use through voice verification. Provide a detailed description of your solution.

3. restrict use through authorized Personal Identification Numbers (PINs) assigned to each inmate. The length of these PINs must be determined by the Department and remain consistent throughout the Department facility.

4. allow for the cross-referencing of inmate PINs to the Department inmate number allowing for Department personnel to search by inmate number for call records and call recordings. The Vendor must describe, in its response, how this will be accomplished with the proposed system.

5. have an option to force each PIN to have a "class of service" assigned. For example, a PIN might have a list of allowable telephone numbers that can be called, the

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -maximum duration of each call, maximum threshold of calls allowed during a specified period, etc.

6. provide call restrictions by PIN that provide the following restrictions at a minimum:

a. Placing of Calls: Inmates can be either approved or not approved to make phone calls by PIN.

b. Use of Specific Telephones: Inmates, via the PIN, can be restricted to a specific telephone or group of telephones, at the Departments option.

c. Duration of Call: Maximum call duration can be set globally (all PIN's), by the inmate housing area, by individual inmate's PIN, and by dialed number at the

Department' option.

d. Time of Day Calling: An allowed calling schedule can be provided for each specific PIN, by housing unit, by site, and globally (all PIN restrictions) at the

Department' option.

e. Specific PIN: Restrict an inmate under disciplinary action from placing all calls assigned to his/her particular PIN with the exception of privileged numbers (e.g., attorney, approved clergy and social work professionals).

f. Restriction: Set call duration, set number of calls per day, set only certain numbers per PIN, etc.

7. provide for an automatic suspension and reactivation (after a set period) of the inmate PIN.

8. be capable of assigning an inmate's account to an individual telephone or group of telephones so that the inmate's account may only place calls from those designated telephones. These telephones must still be capable of being used by inmate accounts not specifically assigned to them.

9. allow for the deletion or disabling of the PIN of a released inmate while retaining all call records and call recordings associated with that PIN. The Vendor must describe, in its response, how this will be accomplished with the proposed system.

10. allow for the inmate PIN to be associated or linked to the inmate's Department inmate number. The Vendor must describe, in its response, how this will be accomplished with the proposed system for both "active" inmates and "inactive"

(released) inmates.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

B. The County must be able to restrict calls based on the inmate’s PIN. This includes call duration, time of day and destination numbers.

C. Although the proposed ITVS installed at the Department it will primarily operate in collect call mode, the proposed ITVS must be capable of utilizing the same PIN for prepaid and debit calls as well.

D. The proposed ITVS's PIN feature must:

1. ensure that the automated operator function uses the inmate's PIN identification to announce to the called party from where the call is originating.

2. not allow the recording of inmate calls to certain predetermined telephone numbers such as calls to clergy or an attorney.

2.9. FRAUD MANAGEMENT

A. The proposed ITVS must:

1. be able to detect, notify, and prevent three-way or conference calls, except for those calls to attorney’s or other approved numbers. Please provide a description of the process that your platform employs and why you feel the technical approach provides the best three-way detection solution.

2. prevent the inmate from receiving a second dial tone, or “chain-dialing”.

3. have the capability to remotely survey Inmate calls and be able to transfer specific calls in progress to investigators.

4. detect the difference between an accepted call, and an answering machine, busy signal or other telephone activity. Please describe in your proposal how your platform accomplishes this.

5. allow call blocking of specific numbers by inmate PIN telephones, or group of telephones. The proposed ITVS must be able to block access to an unlimited number of specific telephone numbers upon request.

6. have the capability to suspend an inmate’s privilege for placing a call and set a beginning and end date without the need to manually re-enable privileges. To limit possible telephone fraud, it is mandatory that a fraud prevention feature be available which will be able to randomly interject pre-recorded announcements throughout the duration of the conversation to the called party indicating the source of the call. The Vendor must describe in ITVS proposal in detail how this is accomplished.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

7. allow the Department to immediately and remotely turn telephones on and off. This must be capable of being accomplished by individual telephones, groups of telephones, or the entire Department facility by Department personnel with the appropriate authorization level.

8. permit the called party to block all future calls from the facility.

B. The inmate will not communicate with the called party until the call has been accepted.

C. The Vendor must describe, in its response:

1. all detection and prevention capabilities related to fraudulent, illicit, or unauthorized activity available on the proposed ITVS.

2. all standard and optional security services employed to protect the proposed ITVS in terms of unauthorized access through the installed network of services, unauthorized access through the ITVS LAN, unauthorized access to the ITVS programming, and unauthorized access through the ITVS Wide Area Network

(WAN).

3. how the Department will be able to monitor the installed ITVS and the ITVS WAN network of services for possible security breaches.

D. The Vendor must identify, in its response:

1. specific activities the proposed ITVS capabilities must detect and/or prevent.

2. possible methods inmates may use to circumvent these capabilities.

E. The Vendor must propose, in its response, an ITVS that is capable of detecting extra dialed digits from the inmate's telephone.

2.10. SYSTEM CALL RECORDING

The Department currently records inmate calls and monitors (in real time) select calls when necessary. This recording and monitoring are performed on all calls except for privileged calls

(e.g., attorneys, etc.).

A. The ITVS proposed by the Vendor must be capable of recording all accepted inmate calls simultaneously and at any time. The call recording shall be integrated with the proposed

ITVS and not a separate recording system.

B. The call recording feature proposed by the Vendor must be capable of allowing call recording to be deactivated for specific telephone numbers globally or assigned to an inmate's PIN. This capability would be utilized for inmate calls to attorneys, etc.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

C. The call recording feature proposed with the ITVS must be fully digital allowing for digital storage of call recordings and the use of mobile digital storage devices for the transfer of recordings, and list all recording formats available to the authorized user.

D. The Vendor must:

1. provide storage of all recordings of inmate calls for the Department facility offsite at the

Vendor’s data storage facility. The Vendor must describe, in its response, how this will be accomplished with the proposed system.

2. allow access to offsite inmate call recordings by Department personnel providing the ability for Department personnel to download and transfer such recordings to mobile digital storage devices when necessary. The Vendor must describe, in its response, how this is accomplished with the proposed solution for the Department.

3. retain ownership of the proposed recording equipment for the duration of this contract. All responsibility for maintenance and upgrades must be provided by the

Vendor at no additional cost to the Department. All recordings remain the property of the Department.

E. The call recording system proposed by the Vendor must allow:

1. access to inmate call recordings from any PC on the ITVS network within each facility and from a secure internet connection. The Vendor must describe, in its response, how this is accomplished with the proposed system.

2. access to inmate call recordings at the Department facilities or by authorized outside law enforcement investigative personnel. The Vendor must describe, in its response, how this is accomplished with the proposed system.

3. for the transfer of call recordings via email, CD, DVD or flash drive in industry standard formats (e.g., wav, mp3, etc.) allowing for playback on standard PC media drives or industry standard media players. The Vendor must state, in its response, the recording file formats provided by the proposed recording system.

4. Department personnel to transfer call recordings via email, CD, DVD, or flash drive in a simplified and efficient manner. The system must allow Department to transfer a call without having to fully download the file to the PC at which the staff member is working.

The Vendor must describe how the transfer of call recordings is performed with the proposed ITVS and call recording system.

5. Department personnel to locate call recordings in the following manners and must allow the search criteria either individually or in combinations:

a. search by inmate PIN and/or ID#

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

b. search by certain time period (date/time)

c. search by certain telephone instruments

d. Search by location (cell, unit, building)

F. Often the recorded telephone conversations of inmates are used as evidence in criminal and/or

Department violation investigations. The system proposed to the Department must include the capability of transferring recorded calls to CD or DVD or flash drive to be played on any industry standard device.

G. The call recording feature proposed by the Vendor must provide:

1. a search capability that allows the Department personnel to search recordings for certain key words or phrases. The Vendor must provide, in its response, a description of this capability.

2. encryption on in transit and at rest call recording to ensure that no digital modification of the recording has been made or to note if such modifications have been made. The

Vendor must provide, in its response, how this encryption function operates.

2.11. LIVE MONITORING

A. The proposed ITVS must:

1. allow Department personnel to monitor inmate calls while the call is in process

("real time"). This live monitoring must be allowed by specific inmate telephone within the Department facilities.

2. allow for Department personnel to monitor inmate calls in progress by entering a specified duration prior to auto scanning to the next call with the ability to stop scanning at any time. The Vendor must describe, in its response, how this is accomplished with the proposed system.

3. allow for alerts or alarms that will notify Department personnel when a specific inmate is placing a telephone call thus allowing Department personnel to monitor that call while it is in progress. The Vendor must describe, in its response, how this function will operate with the proposed system.

4. provide a form of speech or word recognition and alert to the Department when certain words or phrases were used by an inmate during an outgoing call. The

Vendor must provide, in its response, a description of this capability.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

5. allow for Department personnel to monitor inmate calls in progress remotely. The

Vendor must state, in its response, how this will be accomplished with the proposed system.

6. have voice recognition for the caller and the capability to reject the call. In addition, the voice recognition capable to detect the change of voice during a call to disconnect the call.

B. The live monitoring function of the proposed ITVS must allow for “real time” monitoring of inmate call in progress at the Department facilities. The Vendor must describe, in its response, how this will be accomplished.

C. The proposed ITVS:

1. provide the alerts listed above via e-mail address, SMS, and/or phone. The Vendor must list, in its response, the devices to which the ITVS can send alerts.

2. call monitoring capability allow for remote monitoring of the inmate calls in progress from within the facilities (e.g., officers in towers, etc.). The Vendor must state, in its response, what is required to provide this remote call monitoring within the Department facility.

2.12. GENERAL TELEPHONE EQUIPMENT REQUIREMENTS

The Inmate Telephone Station Equipment required for the Department shall consist of two (2) types of telephones as listed in this section of the RFP.

A. Type 1: Wall Mounted Telephones (Indoor)

1. The first type, which will be most inmate telephones installed, shall be permanently mounted wall telephones meeting the following specifications:

a. All inmate telephone equipment must:

i. be of new manufacture and be provided (and installed) with the proposed ITVS at no additional cost to the Department.

ii. powered by the proposed ITVS system and require no additional power source at the instrument.

iii. be capable of reducing or eliminating background noise to the inmate using the telephone. The Vendor must describe, in its response, how this will be accomplished with the proposed inmate telephone instruments (e.g., confidences, phone enclosures, etc.).

iv. provide volume controls which allow inmates to amplify the called party's voice.

b. The inmate telephone instrument must:

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

i. be standard stainless-steel construction. The Vendor must include photographs of the proposed inmate telephones in its response.

ii. not include coin entry slots or coin return slots regardless of whether these functions are disabled.

iii. not contain card reader capabilities or slots used to identify inmate telephone accounts for purpose of debiting inmate telephone accounts.

iv. not be capable of being used to program any feature of the proposed ITVS.

c. The Vendor must:

i. provide all required materials, hardware, software and telephone cabling (where re-use is unavailable or new locations are required) to install the proposed inmate telephones.

ii. provide dialing instructions as well as a "warning" which states "This Call is Being

Recorded" to the inmate in English and Spanish on each inmate telephone in a manner which reduces the possibility of being destroyed. Simple labels or other accessible surface instructions will not be acceptable to meet this requirement.

iii. maintain the above required telephone dialing instructions and warning statements for legibility and accuracy during this contract.

d. The Vendor is responsible for reimbursing the Department for any "construction" costs incurred to facilitate the installation of the inmate telephones.

e. All the proposed and currently installed inmate telephones must be compliant with all applicable requirements of the Americans with Disabilities Act (ADA).

B. Type 2: TDD/TTY Devices

The Department may house inmates who are deaf or hearing impaired and must place outgoing telephone calls via a TDD/TTY. The Vendor must describe, in its response, how such calls will be conducted in conjunction with the proposed ITVS.

1. The Vendor must describe, in its response:

a. how outgoing inmate calls via the TDD/TTY are conducted in the following circumstances while maintaining all call controls.

i. a standard telephone number on the inmate's call list

ii. toll free number for the deaf relay service

iii. 711 deaf relay service call.

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -

iv. how outgoing call control for TDD/TTY users is maintained with the proposed ITVS.

2. The Vendor must provide adequate TDD/TTY or suitable devices:

a. to the Department facility, maintain such devices as well as provide additional devices, at no cost, when requested by the Department.

b. to the Department facility, maintain such devices as well as provide additional devices, at no cost, when requested by the Department.

c. which contain a digital display (e.g., LCD, LED, etc.) and a printing device.

d. that allow the inmate conversation to be printed in real-time allowing the Department to have a hard copy of the inmate conversation except for privileged calls to attorneys, etc.

3. The Vendor must describe, in its response, how inmate call will be invoiced (and to whom) when the inmate uses the TDD/TTY device to place a call via the State Deaf Relay Service.

2.13. DATA BACK-UP

A. The Vendor must:

1. perform all system and database back-ups and archiving. All archival hardware, supplies, network and recovery procedures which ensure that no data shall be lost must be provided by the Vendor quarterly at no additional cost to the Department.

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

B. The Vendor must describe, in its response, the back-up schedule for:

1. the inmate call/visit database-maintained programming database for the Department facilities.

2. all inmate communication records/recordings for Department facilities.

C. The Vendor must:

1. if these system back-ups are performed in real time (e.g., as the transaction/call completes) or as a pre-scheduled time during the day.

2. agree, in its response, that the Department has the right to obtain all achieved information, call detail, inmate records, etc. associated with the purposed ITVS regardless of the location of such information within the Contractor's organization or site.

3. describe, in its response, how it will provide system security for all data stored locally and at its central storage location. Such security description must include system security as well as

Title: Inmate Telecommunications and Video Services (ITVS) and Related Services - Escambia County Corrections -how access to such sensitive information will be performed within the Vendor's organization.

2.14. SYSTEM REPORTING FUNCTION

The proposed ITVS must provide a system reporting package accessible by Department personnel. This reporting package must allow for the querying of inmate call records and include a secure internet website for ease of use.

A. The proposed ITVS must:

1. allow for the generation of reports by Department personnel based on their…