INMATE_TELEPHONE_AND_COMMUNICATION_SERVICES.pdf

RFP #27025

Greenville County Issue Date: September 25, 2026

Procurement Services Division Opening Date: October 9, 2026

INMATE TELEPHONE AND

COMMUNICATION SERVICES

RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:

https:// procurement.opengov.com/portal/greenvillecounty/greenvillecounty

Robert Brewer, NIGP-CPP, CPPO, CPPB

Procurement Services Division Director https://secure.procurenow.com/portal/%7bproject.government.code%7d

Greenville County

INMATE TELEPHONE AND COMMUNICATION SERVICES

I. Public Notice II. Introduction

III. Scope of Work IV. Instructions to Offerors V. General Information

VI. Insurance VII. Evaluation Phases

VIII. Terms and Conditions IX. Sample Contract X. Vendor Questionnaire

Attachments:

A - COG Sub W9

B - Sample Services Agreement

C - Copy of Inmate Phone Service Oct 2025-March 2026

D - Cell Occupancy -Phones-051226

Title: INMATE TELEPHONE AND COMMUNICATION SERVICES

1. Public Notice

Greenville County is soliciting sealed proposals in response to INMATE TELEPHONE AND

COMMUNICATION SERVICES, subject to the conditions and all provisions set forth herein and attached.

Sealed proposals will be received through the County’s online procurement portal located at https://procurement.opengov.com/portal/greenvillecounty until Friday, October 9, 2026, 3:00 pm, then publicly opened. The goods and/or services must be furnished as described and specified herein and submitted to Greenville County.

All inquiries regarding this proposal shall be submitted no later than Wednesday, September 30, 2026, 5:00 pm via the County’s online procurement Portal, located at https://procurement.opengov.com/portal/greenvillecounty. Please note the deadline for submitting inquiries. All answers to inquiries will be posted on the County’s online procurement Portal. Offerors may also click “Follow” on this proposal to receive an email notification when answers are posted. It is the responsibility of the Offeror to check the website for answers to inquiries.

https://secure.procurenow.com/portal/greenvillecounty

2. Introduction

2.1. Summary

The County of Greenville, South Carolina (hereinafter referred to as the “County”), through its

Procurement Services Division, is soliciting proposals from qualified and experienced vendors

(hereinafter referred to as the “Proposer”) to provide a comprehensive Inmate Telephone System (ITS) and related communication services for the Greenville County Detention Center.

The Greenville County Detention Center is operated by the Greenville County Department of Public

Safety and consists of multiple facilities with a combined ADP of approximately 1,600 inmates. The

Detention Center houses pretrial detainees, sentenced inmates, and individuals held on behalf of other agencies.

The County seeks a Proposer that will provide, install, operate, and maintain a turnkey inmate telephone and communication system that meets or exceeds all federal, state, and local regulatory requirements, including any applicable rulings or orders from the Federal Communications Commission (FCC). The

County prioritizes a system that offers the lowest reasonable cost to inmates and their families while maintaining security, reliability, and accountability.

2.2. Contact Information

Bob Brewer

Procurement Director

301 University Ridge

Suite N-2400

Greenville, SC 29601

Email: rbrewer@greenvillecounty.org

Phone: (864) 467-7200

Department:

DETENTION CENTER

2.3. Timeline

Release Project Date September 25, 2026

Question Submission Deadline September 30, 2026, 5:00pm

Proposal Submission Deadline October 9, 2026, 3:00pm

Review of Proposals October 9 - 23, 2026

Tentative Date of Award October 23, 2026 mailto:rbrewer@greenvillecounty.org tel:(864)467-7200

Contract Negotiations October 23 - November 6, 2026

Issue Notice to Proceed November 6, 2026

3. Scope of Work

3.1. Telephone System

The Proposer should provide a turnkey Inmate Telephone System (ITS) that includes, at a minimum, the following capabilities:

• Debit (prepaid), collect, and free calling functionality

• Automated call processing with Personal Identification Number (PIN) or biometric voice verification for each inmate

• Real-time call detail record generation and access

• Automated notification to called parties that the call originates from a correctional facility and is subject to monitoring and recording

• Capability to restrict, block, and manage individual telephone numbers at the inmate, housing unit, or facility level

• Three-way call detection and termination with configurable sensitivity

• Speed dial restrictions and call forwarding detection

• Do-Not-Call list management and enforcement

• Seamless integration with the County’s jail management system (JMS) for automated inmate enrollment, transfer, and release processing

• Multi-language support including, at minimum, English and Spanish

• TTY/TDD capability for hearing-impaired inmates in compliance with ADA requirements

• Per-minute pricing for all IPCS in compliance with FCC requirements

3.2. Monitoring, Recording, and Investigative Platform

The Proposer should provide a comprehensive monitoring, recording, and investigative system that includes:

• Digital recording and secure storage of all inmate telephone calls for a minimum of twelve (12) months, with the ability to archive recordings for the duration of the contract

• Real-time live monitoring capability with the ability to monitor multiple calls simultaneously

• A web-based investigative workstation accessible to authorized law enforcement and Detention

Center personnel

• Advanced search and retrieval capabilities by inmate name, PIN, called number, date/time range, and keyword

• Voice biometric identification and analytics

• Automated alerts and notifications based on configurable triggers (e.g., calls to specific numbers, keywords, or patterns)

• Attorney-client call exclusion and privilege management, including the ability to designate specific telephone numbers as confidential and exempt from monitoring and recording

• Gang and association analysis tools

• Call data export capability in standard formats for evidentiary use

3.3. Equipment

The Proposer should provide, install, and maintain the following equipment at no cost to the County:

• Vandal-resistant, institutional-grade inmate telephone sets rated for correctional environments

• All necessary network infrastructure, cabling, switches, routers, servers, and UPS/battery backup systems

• Administrative workstations, software licenses, and peripherals for Detention Center staff and investigators

• Portable/cart-mounted telephone units for restrictive housing areas

• TTY/TDD-compliant equipment

All equipment should remain the property of the Proposer and should be removed at the conclusion of the contract. The Proposer should replace defective or damaged equipment within twenty-four (24) hours of notification.

3.4. Network and System Reliability

The Proposer should maintain a minimum system uptime of 99.5% per month, measured at each facility.

The system should include redundant components and automatic failover capability. The Proposer should provide 24/7/365 technical support and a dedicated account manager assigned to the Greenville

County account.

3.5. Customer Service

The Proposer should maintain a toll-free customer service line available 24 hours a day, 7 days a week, staffed by live operators during business hours and supplemented by an Interactive Voice Response

(IVR) system during off-hours. Customer service should include:

• Account setup and management for friends and family

• Complaint resolution with documented escalation procedures

• Refund processing within ten (10) business days of approved requests

• A consumer-facing website for account management, payment processing, and rate information

• Multilingual support, including English and Spanish

3.6. Correctional Grade Tablets

The Proposer should provide correctional-grade tablets for use by inmates within the Greenville County

Detention Center. The tablet program should supplement, not replace, the wall-mounted telephone services required under this RFP. Tablets should be provided at no cost to the County. The Proposer should detail in its proposal whether tablets will be issued on an individual basis, shared among inmates, or provided through a combination of individual and shared deployment models.

All tablets provided should meet the following minimum specifications:

• Purpose-built for correctional environments with tamper-resistant, shatter-resistant, and vandal-proof construction

• Lightweight design suitable for use in housing units, dayrooms, and common areas

• Sealed housing with no removable components, ports, or parts that could be weaponized or used to conceal contraband

• Durable, scratch-resistant touchscreen display with a minimum screen size of seven (7) inches

• Sufficient battery life to support a minimum of eight (8) hours of active use on a single charge

• Built-in speakers and a headphone jack compatible with facility-approved headphones only

• Integrated microphone for voice-based communication services

• Front-facing camera for video visitation services, with the ability for the facility to disable camera functionality as needed

• Wi-Fi connectivity operating on a secure, facility-controlled wireless network provided and maintained by the Proposer

• No cellular, Bluetooth, infrared, or other external communication capability

• Centrally managed device administration with remote lock, wipe, and disable capabilities

• Unique device identification and assignment tracking integrated with the jail management system (JMS)

• All content and applications controlled, approved, and pushed through a centralized management platform accessible to Detention Center staff

All tablets should remain the property of the Proposer and should be removed at the conclusion of the contract. The Proposer should replace defective, damaged, or non-functional tablets within forty-eight

(48) hours of notification. The Proposer should provide a sufficient quantity of tablets to serve the inmate population, with a recommended ratio to be proposed by the vendor and subject to County approval.

3.7. Tablet Content and Services

The Proposer should provide a comprehensive suite of content and services accessible through the tablet platform. The County requires that a meaningful portion of content be made available to inmates at no charge. The Proposer should clearly identify in its proposal which content and services will be offered at no cost and which will be available for purchase, along with all associated pricing.

Educational Programming

• GED and high school equivalency preparation courses and practice examinations

• Adult literacy and English as a Second Language (ESL) programs

• Vocational and workforce readiness training, including resume writing, interview skills, and job search tools

• Life skills programming, including financial literacy, parenting skills, anger management, and cognitive behavioral courses

• College-level and continuing education course content, where available through partnerships with accredited institutions

• Certificate-based programs that allow inmates to earn verifiable credentials upon completion

Legal Resources and Law Library Access

• A comprehensive digital law library, including access to federal and state statutes, case law, court rules, and legal forms relevant to South Carolina and federal jurisdictions

• Self-help legal resources, including guides for pro se litigants on topics such as filing motions, habeas corpus petitions, and appeals

• Regular updates to legal databases to ensure access to current law, with updates occurring no less frequently than monthly

• Searchable interface allowing inmates to locate relevant legal materials by keyword, citation, topic, or jurisdiction

Religious and Faith-Based Programming

• Access to religious texts from major world religions, including but not limited to the Bible, Quran, Torah, and other sacred texts

• Faith-based study guides, devotionals, and instructional programming

• Audio and video religious services and sermons

• Chaplaincy-approved content with the ability for facility chaplains to recommend or restrict specific materials

Entertainment and Recreational Content

• E-book library with a diverse catalog including fiction, non-fiction, self-improvement, and reference titles, with new titles added on a regular basis

• Music streaming or download library with a broad selection of genres; all content subject to facility review and approval for appropriateness

• Games and puzzles appropriate for a correctional setting, with no violent, gambling, or sexually explicit content

• Newspapers, magazines, and periodical content

• Movie and television programming, subject to facility content approval policies

Communication Services

In addition to the telephone services, the tablet platform should support:

• Secure electronic messaging (email) between inmates and approved contacts, subject to monitoring, recording, and review by Detention Center staff

• Video visitation services with scheduling, session management, and recording capabilities

• Voice-over-IP calling integrated with the inmate telephone system and subject to the same monitoring, recording, rate, and regulatory requirements

• Photo sharing from approved contacts, with all photos subject to staff review prior to delivery to the inmate

Facility Services and Information

• Access to inmate handbooks, facility rules, policies, and orientation materials

• Commissary ordering functionality, if compatible with the County’s existing commissary vendor

• Grievance and request submission forms

• Programming and class schedules, housing assignments, and facility announcements

All content should be subject to Detention Center review and approval. The County retains sole discretion to add, remove, or restrict any content or service at any time. The Proposer should provide the County with administrative tools to manage content approvals and restrictions efficiently.

3.8. Tablet Charging and Secure Storage

The Proposer should provide a complete charging and secure storage infrastructure for all tablets deployed within the Detention Center. The charging and storage solution should meet the following requirements:

• Secure, lockable charging stations or cabinets installed in each housing unit or designated area, capable of simultaneously charging and storing the full complement of tablets assigned to that area

• Charging stations should be constructed of heavy-gauge steel or equivalent correctional-grade material, wall-mounted or floor-anchored to prevent tampering or removal

• Individual charging slots or bays that allow for organized, identifiable storage of each tablet, enabling staff to quickly verify that all tablets are accounted for

• Integrated locking mechanisms accessible only by authorized Detention Center staff, with keyed or electronic lock options as determined by the facility

• Charging infrastructure capable of fully charging tablets within four (4) hours or less

• Electrical requirements, including any necessary wiring, outlets, circuits, or electrical upgrades, should be the responsibility of the Proposer and installed at no cost to the County

• Charging stations should include surge protection and thermal management features to prevent overheating, fire hazards, or damage to devices

• The Proposer should provide a tablet inventory management system that tracks each device by serial number, assigned housing unit, condition, charge status, and usage activity

• Replacement charging stations or components should be provided within forty-eight (48) hours of notification of malfunction or damage

The Proposer should coordinate with Detention Center staff on the placement and installation of all charging and storage equipment to ensure compatibility with facility operations, security protocols, and fire safety codes. All installations should be approved by the County prior to commencement.

3.9. Tablet Implementation Plan

The Proposer should submit a detailed implementation plan for the tablet program as part of its proposal. The tablet implementation plan should address the following:

• A phased rollout schedule identifying which facilities and housing units will receive tablets in each phase, with target completion dates for each phase

• The total number of tablets to be deployed at each facility and the proposed inmate-to-tablet ratio, with justification for the proposed ratio based on average daily population and anticipated usage patterns

• A wireless network deployment plan, including the installation of all access points, network switches, firewalls, and security infrastructure required to support the tablet program across all

Detention Center facilities

• Network security measures, including content filtering, traffic monitoring, intrusion detection, and protocols to prevent unauthorized access or signal interception

• Installation timelines for all charging stations and secure storage equipment, coordinated with the phased tablet deployment

• A training plan for Detention Center staff covering tablet administration, content management, device troubleshooting, inventory procedures, and the use of monitoring and reporting tools

• An inmate orientation plan describing how inmates will be trained on the proper use of tablets, available content and services, rules of use, and consequences for misuse or damage

• A content onboarding timeline identifying when each category of content and services

(educational, legal, religious, entertainment, communication) will be available on the platform

• A testing and pilot program, if proposed, including the scope, duration, and success criteria for any pilot phase prior to full deployment

• Ongoing maintenance and support procedures, including hardware repair and replacement timelines, software and content update schedules, and dedicated support resources for the tablet program

• Key performance indicators (KPIs) and reporting metrics the Proposer will use to measure the success and utilization of the tablet program, with monthly reporting to the County

The Proposer should complete the initial tablet deployment across all Detention Center facilities within sixty (60) days of contract execution, unless an alternative phased timeline is mutually agreed upon by the County and the Proposer. The tablet implementation should not disrupt or delay the deployment of the core inmate telephone system required under this RFP.

3.10. Personal Mail Scanning Services

The Proposer should provide a comprehensive mail scanning solution to digitize incoming personal mail for inmates at the Greenville County Detention Center. The purpose of this program is to enhance facility security by reducing the introduction of contraband, including drug-saturated paper, through the mail system while preserving inmates’ ability to receive correspondence from family, friends, and other approved contacts.

The mail scanning solution should include the following capabilities and requirements:

Mail Processing and Scanning

• The Proposer should operate a centralized, off-site mail processing center or provide an on-site scanning solution, as proposed. The Proposer should clearly describe the proposed processing model in its proposal, including the facility location, staffing, and processing capacity.

• All incoming personal mail, including letters, cards, photographs, and drawings, should be opened, scanned at high resolution (minimum 300 DPI, full color), and converted to a digital format for delivery to the intended inmate recipient.

• Scanned mail should be delivered to inmates electronically through the tablet platform or through a dedicated kiosk system, within two (2) business days of receipt at the processing center.

• Original physical mail should be securely stored by the Proposer for a minimum of thirty (30) days following scanning to allow for quality assurance review or disputes, after which it should be destroyed through secure shredding unless otherwise directed by the County.

• The system should support automated notifications to inmates upon delivery of new scanned mail to their account.

• The Proposer should implement quality control procedures to ensure scan legibility, completeness, and accurate delivery to the correct inmate recipient.

Contraband Interdiction and Security

• The mail scanning program should serve as a primary interdiction point for contraband introduced through the postal system, including but not limited to paper treated with synthetic drugs, suboxone strips, and other controlled substances.

• The Proposer should employ trained staff to visually inspect all incoming mail during the scanning process and flag suspicious items for further review or referral to law enforcement.

• The Proposer should describe any technology-based detection methods used in conjunction with the scanning process, such as ion scanners, ultraviolet inspection, or chemical detection systems.

• The Proposer should maintain a documented chain of custody for all mail items from receipt through scanning, storage, and destruction.

• Any mail items identified as containing contraband or suspected contraband should be immediately reported to the Detention Center and preserved as evidence in accordance with procedures established by the County.

Exceptions and Special Handling

• Packages and items that cannot be scanned (e.g., oversized items, books from approved publishers, subscription publications) should be handled in accordance with facility mail policies established by the County.

• Religious materials received through the mail should be handled in accordance with applicable constitutional protections and facility policies, with accommodation for items that may require physical delivery rather than scanning.

• The Proposer should accommodate reasonable requests from the County to modify scanning procedures, mail handling protocols, or delivery methods as facility needs evolve.

Reporting and Administration

• The Proposer should provide the County with a web-based administrative portal for monitoring mail processing volumes, delivery timelines, contraband interdiction events, and quality metrics.

• Monthly reports should include total mail items received, scanned, and delivered; average processing time; contraband incidents; and any mail items rejected or flagged for further review.

• The administrative portal should allow authorized staff to search scanned mail by inmate name, sender, date range, or housing unit, and to review, hold, or reject specific mail items prior to delivery.

The mail scanning program should be provided at no cost to the County. The Proposer should detail in its proposal any fees that may be charged to senders or inmates in connection with the mail scanning service, and the County will evaluate such fees as part of the overall cost assessment.

3.11. Legal Mail Scanning Option

Legal mail requires special handling to protect inmates’ constitutional rights to access the courts and to maintain attorney-client privilege. The Proposer should provide a legal mail scanning solution that satisfies the following requirements:

Identification and Classification

• The Proposer should establish clear procedures for identifying and segregating legal mail from personal mail upon receipt. Legal mail should be defined as mail received from attorneys, courts, government agencies, legal aid organizations, and other entities as designated by the

County’s legal mail policy.

• Legal mail should be identified based on envelope markings, return address, and any other indicators consistent with industry best practices and the County’s legal mail policy.

• The Proposer should maintain a current reference list of known legal senders, courts, and government agencies to assist with accurate classification. The County should have the ability to update this reference list at any time.

Processing Requirements

• Legal mail should be opened and scanned only in the physical presence of the inmate recipient, in accordance with applicable case law and constitutional requirements, unless the County determines that an alternative process is legally permissible.

• If on-site scanning of legal mail is required by County policy, the Proposer should provide portable or designated scanning stations at the Detention Center for this purpose, including all necessary equipment, supplies, and trained staff.

• If the County elects to permit off-site processing of legal mail, the Proposer should describe the safeguards it will implement to protect the confidentiality and integrity of legal correspondence, including restricted access controls, staff confidentiality agreements, and segregated processing workflows that prevent legal mail from being reviewed, read, or accessed by unauthorized personnel.

• The Proposer should offer multiple legal mail processing models in its proposal, including at minimum: (a) on-site scanning in the presence of the inmate; (b) off-site scanning with enhanced confidentiality safeguards; and (c) physical delivery of legal mail without scanning, if directed by the County. The County will select the model or combination of models that best meets its operational and legal requirements.

Confidentiality and Privilege Protections

• The content of legal mail should not be read, reviewed, copied, or retained by the Proposer or its employees beyond what is strictly necessary to complete the scanning and delivery process.

• Scanned legal mail should be stored separately from personal mail within the digital delivery platform, with restricted access controls to prevent unauthorized viewing by staff or other inmates.

• The Proposer should implement technical safeguards to ensure that legal mail content is not indexed, keyword-searched, or analyzed by any automated monitoring or investigative tools.

• The Proposer’s legal mail handling procedures should be subject to review and approval by the

County Attorney’s Office prior to implementation, and should be updated as necessary to comply with any changes in applicable law or court orders.

• All Proposer staff involved in legal mail processing should receive documented training on attorney-client privilege, the constitutional right of access to courts, and proper handling procedures for legal correspondence. Training records should be maintained and made available to the County upon request.

Delivery and Retention

• Scanned legal mail should be delivered to the inmate recipient within one (1) business day of scanning, or within the same day if scanning occurs on-site.

• Original legal mail documents should be retained by the Proposer for a minimum of ninety (90) days following scanning, or longer if directed by the County, to allow for dispute resolution or verification of document integrity.

• Inmates should have the ability to request the return of original legal mail documents prior to destruction, and the Proposer should accommodate such requests within a reasonable timeframe.

The Proposer should describe in its proposal all costs associated with the legal mail scanning program, including any per-item processing fees. The County strongly favors proposals that minimize or eliminate costs to inmates for the receipt of legal mail.

3.12. Video Visitation on Tablets

The Proposer should provide a video visitation platform accessible through the correctional-grade tablets. Video visitation should enable inmates to conduct face-to-face visits with approved family members, friends, and other contacts remotely via the tablet interface. The video visitation system should supplement, not replace, any in-person visitation programs maintained by the Detention Center.

System Capabilities and Technical Requirements

• High-definition video and clear audio quality sufficient for natural, real-time conversation, with a minimum video resolution of 720p

• Low-latency streaming with minimal buffering or interruption under normal network conditions

• Compatibility with a broad range of consumer devices used by visitors, including smartphones, tablets, laptops, and desktop computers, across iOS, Android, Windows, and macOS platforms

• A web-based visitor portal or downloadable application that allows visitors to create accounts, schedule visits, and connect to video sessions without requiring specialized hardware or software

• Support for simultaneous video visitation sessions across multiple housing units and facilities without degradation of audio or video quality

• Automatic session countdown timer visible to both the inmate and the visitor, with audible and visual warnings at the one-minute mark prior to session termination

• The ability for Detention Center staff to terminate any active video visitation session immediately if a policy violation is observed

• Accessibility features compliant with ADA requirements, including closed captioning or real-time text support for hearing-impaired users

Scheduling and Session Management

• An online scheduling system accessible to visitors through a web portal or mobile application, allowing visitors to view available time slots, schedule visits, and receive appointment confirmations and reminders via email or text message

• Configurable session durations, with a default session length of [Insert Duration] minutes, adjustable by the County based on facility needs and inmate classification

• The ability to set facility-wide and housing-unit-specific visitation schedules, including designated days, hours, and maximum sessions per inmate per week

• Automated conflict detection to prevent double-booking of inmates or time slots

• Administrative tools for Detention Center staff to approve, deny, reschedule, or cancel visits, and to manage visitor approval lists on a per-inmate basis

• Support for both pre-scheduled visits and on-demand visits, if the County elects to offer on-demand availability

• The ability to restrict or suspend video visitation privileges for individual inmates as a disciplinary measure, with administrative logging of all privilege changes

Monitoring, Recording, and Security

• All video visitation sessions should be recorded in their entirety, including both audio and video, and stored for a minimum of twelve (12) months, with the ability to archive recordings for the duration of the contract

• Real-time live monitoring capability allowing authorized staff to observe any active video visitation session in progress, with the ability to monitor multiple sessions simultaneously

• Automated recording of session metadata, including inmate name, PIN, visitor name, date, time, duration, and housing unit

• Screenshot capture capability at configurable intervals during each session for investigative review

• Integration with the investigative platform, allowing investigators to search, retrieve, and review video visitation recordings using the same tools and interfaces used for telephone call recordings

• Automated alerts based on configurable triggers, such as visits involving specific inmates, specific visitors, or flagged accounts

• Visitor identity verification through photo identification uploaded during account registration, with staff tools to compare the registered visitor’s photo identification against the person appearing on the video session

• Background environment monitoring to detect the presence of unauthorized third parties during visitor sessions

• Attorney-client video visits should be excluded from monitoring and recording in the same manner as attorney-client telephone calls, with designated scheduling and privilege management for legal visits

Visitor Account Management

• A user-friendly visitor registration process requiring valid government-issued photo identification, contact information, and relationship to the inmate

• Visitor accounts subject to approval by Detention Center staff prior to scheduling the first visit

• The ability for the County to maintain approved and denied visitor lists at the individual inmate level, with integration into the jail management system (JMS) where feasible

• Visitor account management tools, including the ability for visitors to update their profile, manage payment methods, view visit history, and contact customer support

• Multilingual visitor interface, including at minimum English and Spanish

Pricing and Consumer Access

All proposed rates for video visitation must comply with applicable FCC rate caps for video IPCS as established in the 2024 IPCS Order, the 2025 IPCS Order, and any subsequent FCC orders in effect at the time of contract execution. Rates should be quoted on a per-minute basis in compliance with FCC per-minute pricing requirements. The County encourages Proposers to offer the lowest possible rates and to provide a meaningful allocation of free video visitation minutes to inmates on a weekly or monthly basis.

The Proposer should clearly state in its proposal the per-minute rate for video visitation, any free visitation minutes offered, and the method by which visitors will fund their accounts. No separately assessed ancillary service charges should be applied to video visitation services in accordance with FCC rules.

Reliability and Support

• The video visitation platform should maintain a minimum uptime of 99.5% per month, consistent with the system reliability standards.

• The Proposer should provide dedicated technical support for video visitation, including a toll-free helpline for visitors experiencing connectivity or account issues

• The Proposer should provide a visitor-facing FAQ, troubleshooting guide, and system requirements page on the visitor portal to minimize support inquiries and ensure a positive visitor experience

• In the event of system outages or scheduled maintenance affecting video visitation availability, the Proposer should provide advance notice to the County and to visitors with scheduled appointments, and should offer rescheduling options at no additional cost.

3.13. Inmate Request and Grievance Platform

The Proposer should provide a digital inmate requests and grievance management platform accessible through the correctional-grade tablets. The platform should replace or supplement existing paper-based request and grievance processes and should streamline communication between inmates and Detention

Center staff, reduce administrative burden, create auditable records, and support compliance with applicable constitutional and regulatory requirements governing inmate grievance procedures.

Inmate Request System

The platform should include a structured digital request system that allows inmates to submit requests to Detention Center departments and staff, including but not limited to:

• Sick call and medical appointment requests

• Mental health and counseling service requests

• Dental service requests

• Commissary inquiries and issues

• Housing assignment or transfer requests

• Program enrollment and classification requests

• Property and personal belongings inquiries

• Visitation schedule inquiries and special visit requests

• Maintenance and facility condition reports (e.g., broken fixtures, plumbing, lighting)

• Religious accommodation requests

• Requests to speak with supervisory or command staff

• General inquiries and other miscellaneous requests as categorized by the County

Each request type should be routed automatically to the appropriate department or staff member based on configurable routing rules established by the County. The platform should support the County’s ability to add, remove, or modify request categories and routing assignments at any time without requiring vendor intervention.

Formal Grievance System

The platform should include a formal grievance submission and tracking system that complies with the

Detention Center’s grievance policies and supports the exhaustion of administrative remedies as required under the Prison Litigation Reform Act (PLRA). The grievance system should include:

• A structured, step-by-step grievance submission form that guides inmates through the required information fields, including the nature of the grievance, the date and location of the incident, the names of any staff or inmates involved, the relief sought, and any prior informal resolution attempts

• Support for a multi-level grievance review process, including initial review, supervisory review, and final administrative appeal, with configurable levels and review authorities as determined by the County

• Automatic assignment of a unique tracking number to each grievance upon submission, visible to the inmate for reference purposes

• Automated routing of grievances to the designated reviewing authority at each level based on grievance category, housing unit, or other configurable criteria

• The ability for reviewing staff to respond to grievances directly within the platform, with responses delivered to the inmate’s tablet account

• Configurable response deadlines at each level of review, with automated escalation notifications to supervisory staff when deadlines are approaching or have been exceeded

• The ability for inmates to appeal a grievance decision to the next level of review directly through the platform, with the full grievance history and prior responses carried forward automatically

• Classification of grievances by category, including but not limited to: conditions of confinement, medical and mental health care, staff conduct, food services, safety and security concerns, property issues, disciplinary actions, and other categories as defined by the County

• Emergency grievance flagging for grievances alleging imminent harm, threats to safety, or allegations of abuse, with immediate notification to designated command staff

Staff Administration and Workflow

• A web-based administrative dashboard accessible to authorized Detention Center staff from any workstation, providing a centralized view of all pending requests and grievances, organized by status, category, housing unit, priority, and assigned reviewer

• Configurable role-based access controls allowing the County to define which staff members can view, respond to, reassign, or close specific categories of requests and grievances

• The ability for staff to reassign requests or grievances to other departments or individuals as needed, with a full audit trail of all reassignments

• Template response functionality allowing staff to create and use standardized responses for common request types, with the ability to customize templates before sending

• Batch processing tools to manage high volumes of similar requests efficiently

• Internal notes and annotations visible only to staff, allowing reviewers to document their reasoning, attach supporting information, or communicate with other staff members without the notation being visible to the inmate

Documentation, Reporting, and Compliance

• A complete, tamper-proof audit trail for every request and grievance, capturing all submissions, responses, status changes, reassignments, escalations, and resolutions with date and time stamps and user identification

• The platform should retain all request and grievance records for the duration of the contract, with the ability to export records in standard formats (PDF, CSV, or other formats as required by the County) for legal discovery, regulatory audits, or internal review

• Monthly and on-demand reporting capabilities, including total requests and grievances submitted, average response and resolution times by category and level, overdue response rates, grievance outcomes by category, and trends over time

• The ability to generate reports filtered by housing unit, grievance category, date range, staff member, resolution type, or inmate

• Dashboard analytics and trend visualization tools to assist the County in identifying systemic issues, recurring complaints, or areas requiring operational improvement

• Data export and transfer capabilities to ensure that all request and grievance records can be provided to the County upon contract termination.

The inmate requests and grievance platform should be provided at no cost to the County and at no cost to inmates. The Proposer should include in its proposal a detailed description of the platform, including screenshots or demonstration access, and a training plan for both staff and inmates. The platform should be fully operational within thirty (30) days of contract execution.

3.14. Rates, Fees, and Financial Proposal

Rate Structure

The County seeks the lowest reasonable rates for inmates and their families consistent with the provision of quality services and the maintenance of essential safety and security tools. All proposed rates must comply with current FCC rules and rate caps for Incarcerated People’s Communications

Services (IPCS), including the rate caps adopted in the 2024 IPCS Order as modified by the 2025 IPCS

Order, and any subsequent FCC orders or amendments in effect at the time of contract execution.

Proposers should provide the Rate Schedule and include the following rate categories:

• Local calls (debit and collect)

• Intrastate long-distance calls (debit and collect)

• Interstate long-distance calls (debit and collect)

• International calls (debit and collect)

• Intra-LATA toll calls

All rates should be quoted on a per-minute basis in compliance with FCC per-minute pricing requirements. Proposers should clearly identify the applicable FCC rate cap tier for the Greenville

County Detention Center based on facility type and average daily population, and should certify that all proposed rates fall at or below the applicable caps.

In the event that FCC rate caps are adjusted during the term of the contract, the Proposer should adjust its rates to comply with any new caps within the timeframe required by the FCC, at no additional cost to the County or consumers.

Ancillary Service Charges

IMPORTANT: The FCC has prohibited IPCS providers from imposing separate ancillary service charges on

IPCS consumers (47 C.F.R. § 64.6080). Accordingly, the County will not accept any proposal that includes separately assessed ancillary service charges of any kind, including but not limited to:

• Account setup or activation fees

• Automated payment/deposit fees (credit card, debit card, phone)

• Live agent payment/deposit fees

• Paper bill fees

• Account maintenance or inactivity fees

• Refund processing fees

• Single-call service fees

• Money order and cashier’s check deposit fees

All costs associated with the services listed above must be incorporated into the Proposer’s per-minute rates and may not be billed separately to consumers. The Proposer should certify in its proposal that no ancillary service charges will be assessed to IPCS consumers in any form.

Site Commissions – Prohibition and Facility Cost Recovery

IMPORTANT: The FCC has prohibited IPCS providers from paying site commissions to correctional facilities in connection with the provision of IPCS (47 C.F.R. § 64.6060). The County acknowledges and will comply with this prohibition. Accordingly, this RFP does not solicit or contemplate any site commission payments, revenue-sharing arrangements, sign-on bonuses, monetary or in-kind contributions, or any other form of compensation from the Proposer to the County that would constitute a site commission as defined by the FCC.

Proposers should not include any site commission, revenue share, signing bonus, or similar payment to the County in their proposals. Any proposal that includes or is conditioned upon such payments will be deemed non-responsive.

Facility Cost Recovery Additive: The FCC’s 2025 IPCS Order established an interim per-minute rate additive of $0.02 per minute to account for correctional facilities’ costs of administering IPCS. To the extent that FCC rules authorize such an additive, the Proposer should incorporate this additive into its rate structure and remit the applicable amount to the County in accordance with FCC rules and any applicable reporting requirements. The Proposer should provide the County with a detailed monthly accounting of any facility cost recovery additive amounts collected and remitted.

Proposers should monitor the FCC’s ongoing rulemaking in WC Docket Nos. 23-62 and 12-375 regarding the potential adoption of permanent rate additives for facility cost recovery. The contract resulting from this RFP should incorporate any final FCC rules regarding facility cost recovery additives as they become effective.

Financial Reporting

The Proposer should provide the County with detailed monthly financial and operational reports no later than the twentieth (20th) day of the following month. Reports should include, at a minimum:

• Total number of calls by type (local, long-distance, international, debit, collect)

• Total minutes of use by call type

• Gross revenue by call type

• Facility cost recovery additive amounts collected and remitted to the County, if applicable under

FCC rules

• Average call duration

• Number of unique active inmate accounts

• Customer complaint summary and resolution metrics

• System uptime and service level performance data

• Certification of compliance with applicable FCC rate caps and regulatory requirements

4. Instructions to Offerors

4.1. Pre-Proposal Meeting

A Pre-Proposal meeting is not scheduled for this project.

4.2. Pricing

Pricing must be based upon payment in thirty (30) days. Discounts for payment in less than thirty (30) days will not be considered in making award.

Discounts shall be stated in proposals as a percentage. Time in connection with discount offered will be computed from date of delivery of commodities to carrier, when inspecting and acceptance is at point of origin; or date of delivery at destination; or if laboratory inspection is made part of bid, from date of laboratory report.

Unit pricing will govern over extended pricing, unless stated otherwise. Pricing shall include packing.

Unless indicated by County, pricing must be firm.

Vendors shall include rates, fees and facility cost recovery additive, per section 3.14.

4.3. Bonding

Bonding will not be required for this project.

4.4. Statement of Qualifications

Vendor shall include the following with their response:

Proposals should be organized in the following order. Proposers should respond to each section completely. Incomplete proposals may be deemed non-responsive.

Executive Summary

Provide a concise overview of the Proposer’s understanding of the project, proposed approach, and key differentiators. Maximum of three (3) pages.

Company Qualifications and Experience

Provide the following information:

• Corporate name, address, and principal place of business

• Year established and ownership structure

• Number of current correctional facility contracts, with a breakdown by facility type (county jail, state prison, federal facility)

• Total number of inmate telephones currently managed

• Relevant litigation history for the past five (5) years

• Any FCC enforcement actions, fines, or consent decrees within the past five (5) years

• A statement confirming the Proposer’s current compliance with FCC IPCS rules, including the prohibition on site commissions and ancillary service charges

• A certified financial statement, such as an audited balance sheet or annual report, demonstrating the Proposer’s current financial position, stability, and capacity to perform the services

References

Provide a minimum of five (5) references from correctional facilities of similar size and scope. For each reference, include the following: facility name and address, contact person name and title, telephone number and email, average daily population, contract effective date, and number of inmate telephones.

Technical Proposal

Provide a detailed description of the proposed system. Include system architecture diagrams, equipment specifications, and descriptions of all software platforms. Identify any areas where the proposed solution exceeds the minimum requirements.

Implementation Plan

Provide a detailed implementation and transition plan including project milestones, timelines, and resource assignments. The transition from the current provider must be seamless with no interruption of service to inmates. The Proposer should assume full operational responsibility within thirty (30) days of contract execution.

Staffing Plan

Identify all key personnel who will be assigned to the Greenville County account, including the dedicated account manager, technical support staff, and installation team. Provide resumes and relevant experience for all key personnel.

Financial Proposal

The financial proposal should demonstrate full compliance with FCC rate caps and should not include any site commission payments or ancillary service charges prohibited by FCC rules.

Required Forms

Include all completed forms, including but not limited to: FCC Regulatory Compliance Certification, Insurance Certificate, and COG Alt W-9.

4.5. Submission Procedures and Requirements

A. All submissions must be received by Friday, October 9, 2026 at 3:00 pm. Submissions will not be accepted after the deadline. There will be no exceptions. Responders submitting proposals shall be responsible for all cost of preparing such proposals. Information requested and not received at the time of submission may disqualify the submitted proposal.

B. Responders to this solicitation shall closely examine the specific requirements noted herein and the attached Terms and Conditions. Facsimile transmittals, hard copies, emails or offers communicated by telephone will not be accepted or considered.

C. Proposals shall be organized in the following manner with the subject headings and sequence indicated.

1. Executive Summary

2. Qualifications and Experience

3. References

4. Technical Proposal

5. Implementation Plan

6. Staffing Plan

7. Financial Proposal

8. Required Forms

D. License and Permits – The Contractor shall obtain all applicable licenses and permits, and promptly pay all taxes required by the State of South Carolina, and/or Greenville County.

4.6. Inquiries and Addenda

Offerors shall submit all inquiries regarding this RFP via the County’s online procurement Portal, located at https://procurement.opengov.com/portal/greenvillecounty. Please note the deadline for submitting inquiries. All answers to inquiries will be posted on the County’s online procurement Portal.