Revised Annex "B"

ANNEX B

SCOPE OF SERVICE

The requirements herein are the basis for the Kiosk equipment and are to be included in the services provided to the Georgia Department of Juvenile Justice (DJJ) for this solicitation. DJJ is seeking a Supplier to install a network of “turnkey” offender Kiosks within the living units of all DJJ owned facilities, both Youth Development Campus (YDCs) and Regional Youth Detention Centers (RYDC). DJJ reserves the right to add additional facilities to contract if facilities come on line at a later date.

This kiosk system will provide Youth the capability to make morale and welfare email and video visitation communications to approved family members; prepare and submit confidential PREA and grievance allegations to the DJJ Office of Ombudsman, and Office of Investigations, and submit “sick call slips” to request treatment of illness and injury, as well as, allow for the downloading of DJJ approved books, music onto mobile devices/tablets to promote positive behavior patterns in Youth. The Supplier will provide the mobile devices/tablets that Youth will use with kiosk to download approved music and books.

The successful Supplier will be responsible for providing all kiosk equipment, to include mobile device/tablet and services associated with their solution, to include but not limited to: the engineering, installation, wiring, system control, training in the use of, and ongoing maintenance of the kiosk system. The Supplier must provide all necessary hardware, software, equipment, and web interface to DJJ. This includes the purchase and installation, where applicable, of telecommunications and data lines to include hard-wiring to the Kiosks and wireless hot spots in facilities. There will be limited involvement by the Georgia Technology Authority (GTA)/and or its subcontractors with this procurement.

Please Note: The number of Youth in DJJ Facilities fluctuates; currently the number of Youth in both YDC and RYDC is approximately 1460, as of the release date of the RFP. There is no guarantee by DJJ this number will remain at this level or increase. The number is provided as information only. This Kiosk System will not contain nor support a Commissary function.

The Kiosks and mobile device/tablet must have the capability to perform, at a minimum, the following functions:

a) Receive and send email through a secure system

b) Ability to submit grievance and sexual assault (PREA) allegations via email via kiosk

c) Ability to prepare and submit “sick call slips” via email via kiosk

d) Ability to track key terms and phrases in emails received through kiosk

e) Ability to provide system support of kiosk devices

f) Ability to provide ongoing maintenance (both system and hardware)

g) Ability to install devices in all facilities within one year of contract award (YDC will be done 1st within four (4 )months of award; RYDC within eight (8) of award

h) Ability to allow Youth to browse a music catalog approved by the DJJ, and download digital music

i) Download approved books, games, or other approved applications

j) Conduct video visits with DJJ approved friends and family members

k) Ability to block track emails and video calls for non-approved callers/users

l) Mobile device/tablets must be able to interface with kiosks.

m) Mobile device/tablets shall be able to withstand use by Youth.

EXPERIENCE AND CORPORATE CAPABILITY

A. The Supplier must have a proven track record of developing and implementing Kiosk solutions in correctional settings without any adverse findings and/or early termination of contracts as a result of Supplier performance.

B. The Supplier must have a minimum of five (5) years’ experience providing similar services in a correctional setting, to facilities with male and female offender populations, comprising all security levels [low security (minimum) to high security (maximum)].

SYSTEM ARCHITECTURE /SOFTWARE

SYSTEM ARCHITECTURE

A. The system architecture must have the capability for the development of future applications and implementing these applications on the proposed hardware configuration. The Supplier must ensure that the system architecture is scalable and designed to easily accommodate changes (future applications, etc.) resulting from DJJ rules and workflows.

B. The proposed system must allow for the efficient data transfer from the Supplier's system to the DJJ's operating system and vice versa. The Supplier is required to provide specifications for extendable Markup Language (XML) or other standard interface options, to tie in a kiosk-based application with the DJJ Juvenile Tracking System (JTS).

C. Supplier must ensure each Kiosk is operated and maintained on the most current version of the Supplier’s systems of operation, with no more than two (2) versions at any one (1) time across all kiosks, and without any use of or impact to the DJJ communication or operating network.

D. The supplier will prepare software releases and stages for testing, validation, and acceptance in a test environment. DJJ will perform testing for authorization to proceed prior to migration to production environment.

E. The proposed system must provide alternatives that will be offered for Youth with disabilities. Examples include, but are not limited to, large print options; Text reader options for the blind; Assistive key-stroke functionality for paralyzed Youth, transcription options for hearing impaired etc.

APPLICATION ARCHITECTURE

A. The Supplier will provide an “Open Source” architecture and interfacing component which is secure and can interface within the DJJ applications.

B. Prior to production implementation, the successful supplier shall provide to the DJJ:

1) detailed technical system documentation

2) detailed system design specifications

3) descriptions of all proposed Kiosk hardware and software

4) operating instructions

5) footprints

6) power and environmental requirements

7) model numbers

8) make

9) electrical and grounding requirements

10) temperature and humidity ranges

11) software components and features, etc.

C. Engineering Requirements

1) The kiosk’s are to be located in Youth housing units within existing juvenile facilities. Kiosks should be located in direct view of control room or officer’s line of site. DJJ first preference is for floor mounted kiosk, but DJJ will consider wall mounted.

2) It is the responsibility of the Supplier to verify existing conditions and validate if the space is conducive to the installation of the kiosk system.

3) Kiosk should be installed in an air conditioned space w/ proper ventilation.

4) Kiosk to be placed at a minimum of 6 inches away from wall or any equipment obstruction allowing for hot air to escape from unit.

5) It is the responsibility of the Supplier to provide surge protection device for each kiosks.

6) It is the responsibility of the Supplier to confirm nearest existing power source is adequate for kiosks and determine length of steel conduit run needed. The Supplier shall furnish and install steel conduit needed to make kiosk operable. The steel conduit will be required to be securely fastened to the wall.

7) It is the responsibility of the Supplier to determine data requirements and provide information to Owner. The Owner to furnish and install the data/telcom as required.

8) Depending on style of kiosk (wall or floor mounted kiosks), it is the responsibility of the Supplier to provide and install mounting plates, blocking, back boards for the kiosk unit and securely anchor unit to structure. Tamper resistant screws/bolts should be used at all installations regardless of the floor substrate. i.e. concrete, epoxy, VCT, carpet, etc.

9) ADA requirements: All kiosk’s must be installed to meet ADA standards for accessibility.

SYSTEM REQUIREMENTS

A. With respect to Title of Software (ownership), the Suppliers submitting a proposal represents and warrants that it is the sole owner of the software or, if not, the owner has received all legally required authorizations from the owner.

B. The proposed solution must have remote management capability. At a minimum, the following activities must be able to be managed remotely:

1. system monitoring

2. network and activity

3. diagnostics

4. error resolution

5. software problem assistance

6. Intelligence (Intel) reporting

7. application and software updates and upgrades

8. rebooting and controlling the remote Kiosks from a central location.

C. System must be able to support a secure wireless environment, if required by using facility, and ensure that direct connectivity to the internet/ e-mail is not enabled. The suppliers provided network should be completely segregated and have no impact on the DJJ’s existing infrastructure.

D. Any software modification or upgrade that the Supplier installs must include at a minimum: the version number; a description of the change; how the change is/was initiated, i.e. user or system support, the individual requesting the change; the individual responsible for the change; and the date and time of the change.

E. Supplier must comply with all State of Georgia Information Technology and security policies, procedures, standards and guidelines. These may be access at the following website: http://gta.georgia.gov/psg.

SYSTEM SUPPORT

TRAINING

a) The Supplier is responsible for providing initial training to DJJ Staff (Train the Trainer) on how to use the system and access the services provided through the term of the contract.

b) The initial training will occur at the local facility level as part of the initial deployment/roll out plan.

c) The Supplier will provide all training materials and user manuals.

d) The Supplier is required to provide training materials for all updates regarding the use of the system and services provided by the Supplier.

e) The Supplier will provide, at a minimum, enhancement and update training for all DJJ staff involved with the delivery of services by the Supplier. Enhancement and update training can occur as a web conference over the Internet with the approval of DJJ.

WARRANTY

A. Equipment and services for use by Youth must carry a minimum ninety (90) day warranty that it is free from defects in material and workmanship. If defects are identified, the Supplier agrees to repair or replace defective parts promptly on a like-for-like basis without additional cost to DJJ. Any and all items failing during the warranty period will be replaced promptly free of charge. Upon significant failure, the warranty period will commence again for a minimum ninety (90) additional days. Warranties involving significant failure or repetitive failure of the same device/service shall be determined by the DJJ.

B. Technical failure for the delivery of services such as video visitation, email, video grams, etc., the Supplier will provide a refund to DJJ for use in the Youth’s Positive Behavior Incentive System (PBIS) Program.

SERVICE AND MAINTENANCE

http://gta.georgia.gov/psg

a. The Supplier will provide a computer-supported system of tracking Service Desk/Help Desk Support service “tickets”, the collection or recall of equipment and the shipping of replacement equipment to facilities.

b. There should be no communication between DJJ Youth and Supplier employees regarding maintenance issues with kiosks. Any service requests for equipment will be documented and the local facility Kiosk Point-of-Contact (POC) must be copied on all responses by the Supplier.

c. The Supplier should be able to guarantee 99% system reliability of installed kiosks in facilities upon acceptance by DJJ. Supplier shall have maintenance staff available to respond within four

(4) hours of notification to any facility. Supplier will be subject to Performance Guarantees of $200 per day until kiosks are repaired and operational.

d. The Supplier must ensure that regularly scheduled system maintenance does not negatively impact the ability of Youth and families to communicate or process transactions.

e. The Supplier must ensure that full documentation of system failure or technical interruption resulting in crediting DJJ for incomplete or interrupted communication or Kiosk charges due to system failures is maintained.

f. The Supplier must ensure that a plan for data lines and connectivity is in place, prior to implementation, should capabilities at the institutions be limited as a result of Kiosk installation.

STAFFING

a. The Supplier will provide an Account Manager to service the DJJ Contract, and to act as the primary Point-of-Contact for all contractual decisions and actions. The Account Manager, and any replacement, if required, must have a minimum of two (2) years of experience supporting contracts of similar size.

b. The Supplier must ensure that each facility has a designated Point-of-Contact for Issue Resolution at each location. Where technical repair is required, the Supplier will ensure that a technician is able to respond within two (2) hours of notification of system failure.

c. The Supplier will ensure that all staff accessing DJJ facilities or data has the appropriate background checks and security clearances prior to arrival or accessing data.

d. The Supplier will ensure that all staff have the valid appropriate licenses/certificates required for project.

KIOSK SERVICES

MINIMUM KIOSK FUNCTIONALITY

A. Individual Kiosks must be provided by the Supplier at an initial rate of one (1) kiosk per dorm/housing unit as approved by the DJJ. Kiosks must be available for use and supported 24/7, 365 days per year, have security of access controls, and have the capability to offer any or all of the Supplier’s services on one unit.

Access to kiosk applications must be secure, using the Youth’s DJJ ID number and one other form of verification method (i.e. photo, password, security questions) in order to authorize login. The mobile device/tablet will be synchronized with the kiosk base station in order for it to operational based upon login and password.

B. Supplier must ensure that battery-backed alarms with detectors on all openings are implemented where entry might be forced. Kiosk Alarm must be manually set to ring for a period of time with shrill alarm; capable of activation/deactivation at a remote location designated by the institution; and proven not to provide false signaling regarding remote alarm. Kiosks must have sealed openings for power and phone lines as needed, and have adequate ventilation to include fans as needed for components.

C. All equipment will operate on a regular 120 volt, 60 hertz, AC power and be “UL” or equivalently listed and be certified by a Nationally Recognized Testing Laboratory to be compliant with the FCC regulations.

D. Each Kiosk must have a touch screen video display monitor capable of displaying digitized photographs, graphics, and videos, etc. Monitors must be Energy Star Compliant with a minimum level of EPEAT Bronze. Monitors must be a minimum of 17” in size across the diagonal, having an associated graphics control board with video drivers.

E. Touch screen monitor must be secure, safe and capable of withstanding heavy usage in a correctional environment. It must be scratch resistant. Supplier must provide any special care required to keep the screen clean, and prolong the viewing and usage life expectancy. Touch screen monitor must reduce the ability to read the screen when viewed from the side to prevent others from viewing displayed information.

F. The Supplier will ensure that all displayed messages will be available in English and

Spanish. The Supplier must be able to provide translation for non-displayed messages and instructions as determined by the DJJ.

G. Supplier Kiosk System must provide for transaction processing messages, messages that prompt Youth during their time on the kiosk, industry standard error messaging, customized error messaging and provide a functionality containing instructional prompts on how to use the Supplier's system.

EMAIL SERVICES

A. The Supplier will provide all components necessary to allow Youth to send and receive electronic mail via kiosk or synchronized mobile device/tablet.

B. Internet access/direct email by Youth is not allowed within the DJJ and the Supplier must insure that its Youth email, video visitation and other systems are managed by the Supplier.

C. The electronic messaging system must have a spell-check option built in the system to check and correct outgoing messages before those files are sent.

D. Provide the ability to compose and send outgoing e-mails, read incoming emails and view attached digital photographs after they have been reviewed and approved.

E. Friends and family will pay all fees for incoming mail and DJJ will pay all fees for outgoing mail.

F. Senders shall be able to register for a free account on the Supplier's website in order to send and receive mail.

G. The Supplier's system shall employ a “text-scan” software program to check all messages against a predetermined list of words and phrases. All emails that are found to contain these words or phrases should be flagged for review by DJJ staff at the appropriate correctional facility. Keyword Search may be modified at any time to add additional words or phrases. In addition, all emails that have an attachment, i.e., image or video file, shall be flagged for review by DJJ staff.

H. Youth email must be storable by Supplier or transferrable to DJJ Storage. Archived messages should be made accessible to DJJ staff upon request. The retention of this archived material should be permanent and should be available to the DJJ, even after the end of any awarded contract.

I. Supplier is to provide equipment and supplies to enable DJJ local staff to manage the services. To include but not be limited to printer, toner, paper, computer, monitor, etc.

AUDIO VISUAL SERVICES

VIDEO VISITATION

A. The Supplier shall have the capacity to provide Video Visitation Services to Youth on the installed Kiosk. Youth’s parents and/ or approved visitors should be able to schedule video visits from the Supplier's website. Visits must be accessible from any location with a computer, video camera, speaker, and microphone without installation of additional software.

B. The Supplier will record all video visits; recorded visits shall be saved, stored and readily available by the Supplier for future use by the DJJ. The DJJ shall have the ability to monitor all visits in real time and undetected. The DJJ shall have the ability to end a session at any point, as deemed necessary.

C. Recorded visits must be stored and maintained by the Supplier for the duration of the contract and there must be sufficient guards against recording failures. The files must be centrally located and accessible remotely via secure web connection. The Supplier should provide the DJJ with an option to move the stored videos to their own network as deemed necessary or at the end of any contract.

Reports

A. The supplier must supply a variety of reports regarding the services provided by the supplier. These reports need to provide the DJJ with a monthly status of the overall quality and quantity of services for contract monitoring purposes. In addition, reports need to address, but not be limited to, intelligence reporting about Youth and other interactions that are involved with DJJ investigations.

B. The Supplier will provide intelligence reports that include, but are not limited to, customized system alerts, cross jurisdictional analysis, graphical mapping, relational and transitional analysis, etc.

C. All reports must be available on-line to staff at the Facility and Central Office levels. The reports need to be part of the software application as well as being available through an Ad Hoc reporting feature in the software application. Detail your capability to provide access to reports and process for generating Prioritized Reports.

D. The Supplier must provide reports and be available on-demand based upon a priority system regarding the urgency for creating a report. Examples of reporting requirement include, but not limited to: Use and statistical reports by function. (i.e., phone time, etc., accounting reports). A priority one request must be completed within one (1) business day; a priority two (2) request must be completed within 2-3 business days; and a priority three would be 5-7 business days.

E. The Supplier's system must provide DJJ the capability of producing and downloading reports in formats required by the DJJ such as, but not limited to Excel, Oracle, or other formats compatible with existing DJJ databases.

F. The Supplier will provide Kiosk operational statistics. Examples of such reporting include, but not limited to, internal operational information on the software, an ability to look at up-time logging data and monitor kiosks, and full monitoring capabilities (KVM/Power