ORANGE COUNTY, NEW YORK

Department of General Services PO Box 218, 255-275 Main Street Goshen, New York 10924

RFP TITLE: INMATE COMMUNICATION SERVICES RFP-OCSO03-26

RFP Shell 7/2024

INMATE COMMUNICATION SERVICES

PO Box 218, 255-275 Main Street Goshen, New York 10924

TABLE OF CONTENTS

NOTICE TO OFFERORS

INSTRUCTIONS TO OFFERORS

INSURANCE REQUIREMENTS

BONDING REQUIREMENTS

PURCHASES BY OTHER LOCAL GOVERNMENT AND DISTRICTS

SCOPE

SPECIFICATIONS

TERM

PRICING

PAYMENT

SUBMISSION OF PROPOSALS

ADDITIONAL INFORMATION, INTERVIEWS & SITE VISITS

BASIS OF AWARD

ANTICIPATED RFP TIMELINE

PROPOSAL FORM

QUESTIONS

NON-COLLUSION CERTIFICATION

IRAN DIVESTMENT ACT CERTIFICATION

DISCLOSURE OF NON-RESPONSIBILITY DETERMINATIONS

INFORMATION SHEET

NON-OFFEROR’S RESPONSE

APPENDIX

AGREEMENT FOR VENDOR SERVICES

SUPPLIER FORMS

PAY-TO-PLAY FORMS

PO Box 218, 255-275 Main Street Goshen, New York 10924

NOTICE TO OFFERORS

Proposals for the County of Orange RFP-OCSO03-26 Inmate Communication Services will be received by the undersigned Commissioner of the Department of General Services, in her office at 255-275 Main Street, Goshen, New York 10924, up to and including Thursday, August 13, 2026 at 4:00 P.M., prevailing time.

Copies of the Request for Proposals may be obtained beginning Friday, July 17, 2026 at the above address between the hours of 9:00 A.M. and 4:45 P.M., Monday through Friday (with the exception of County-observed holidays), as well as through https://www.bidnetdirect.com/new-york/county-of-orange.

July 17, 2026 Renee Arnold-O’Regan, Commissioner https://www.bidnetdirect.com/new-york/county-of-orange

PO Box 218, 255-275 Main Street Goshen, New York 10924

INSTRUCTIONS TO OFFERORS

Unless a Request for Proposal (RFP) is solicited directly by another County department, the only official distribution source for this RFP is through the Department of General Services. Additionally, most RFP documents issued by the Department of General Services are distributed through BidNet which can be accessed through https://www.bidnetdirect.com/new-york/county-of-orange. If you have obtained this RFP from a different source, you are encouraged to contact the Department of General Services to receive an official copy. You may not receive addenda or important information regarding this RFP if you are not registered with the Department of General Services as having obtained a copy of this RFP through the Department or through BidNet.

By submitting a proposal, you are asking the County to accept your offer for the performance of services. It is important that you READ and UNDERSTAND all terms and conditions contained in this RFP, as well as understand the laws that govern public contracts in New York State. If you do not agree with the terms and conditions contained in this RFP, you should not submit a proposal. Your proposal will be considered by the County if the following conditions are met:

1. To the same extent provided in State Finance Law § 139-j, there are certain restrictions on communications between the County and a prospective offeror during the procurement process. A prospective offeror is restricted from contacting other than County-designated staff commencing on the earliest notice of intent to solicit proposals through final contract award and approval by the County Executive (“Restricted Period”), unless it is one of the permissible contacts specified in State Finance Law § 139-j(a)(1) – (11). To the same extent provided in State Finance Law § 139-k(5), the County will obtain certain information when contacted during the Restricted Period. The County-designated staff contact for this RFP is the Commissioner of General Services or her representative, telephone number (845) 291-2792. Each offeror responding to this RFP must affirm that they understand and agree to comply with these requirements on the Proposal Form provided in this RFP.

2. Applicable Not Applicable A pre-proposal conference and site visit will be held at [location] on [date] at [time], prevailing time. Attendance is strongly recommended. The County shall not be liable for, nor shall it review proposed change orders, contract amendments, etc. for inadequate pricing, labor, materials, time or similar issues in offeror’s contract with the County resulting from offeror’s failure to attend and obtain information provided at the pre-proposal conference, site visit and/or any addenda issued afterward.

3. Offerors are responsible for reporting in writing any errors, omissions and/or ambiguities found in this RFP. All such reports, requests for information, questions, etc. shall be either faxed to the Department of General Services on the Questions Form found in this RFP at (845) 378-2365 or emailed to GeneralServices@orangecountygov.com with questions typed in the body of the email, and the subject line “RFP Questions”. No questions will be entertained by any other means. All questions must be submitted by Thursday, July 30, 2026 at 4:00 P.M., prevailing time. Questions received after this time will not be addressed. Questions will be answered in an Addendum/Addenda to be shared with all interested offerors. Questions will not be responded to individually.

https://www.bidnetdirect.com/new-york/county-of-orange mailto:GeneralServices@orangecountygov.com

PO Box 218, 255-275 Main Street Goshen, New York 10924

4. Unless otherwise specified herein, all proposals shall be made upon forms furnished in this RFP, if any, and as may be modified by addenda, contained in sealed envelopes clearly marked on the outside packaging with RFP-OCSO03-26 Inmate Communication Services addressed to Renee Arnold-O’Regan, Commissioner, Department of General Services, PO Box 218, 255-275 Main Street, Goshen, New York 10924 and received up to and including Thursday, August 13, 2026 at 4:00 PM, prevailing time. If NOT sending your proposal via U.S. Mail (i.e., using FedEx, UPS, hand delivery, etc.), please use the following address: Orange County Department of General Services, 255- 275 Main Street, Goshen, New York 10924. It is the offeror’s responsibility to clearly mark the outside of their mailing package with the RFP title and number. Faxed and/or e-mailed proposals are not permitted. NO LATE

BIDS WILL BE ACCEPT – NO EXCEPTIONS!

5. Two (2) sets of all proposals must be submitted, ONE (1) SET OF WHICH MUST CONTAIN ORIGINAL SIGNATURES, including completed copies of any forms or certifications required in this RFP. Forms, if any, provided in/with this RFP must be completely filled in, in ink or by typing, on the form provided in/with this RFP. Failure to respond to this RFP on any form(s) provided in/with this RFP may result in disqualification of a proposal as non-responsive. The Proposal Form must be properly executed and signed by the offeror. Any Proposal Form that contains modifications, omissions, and/or erasures, is illegible, conditional, and/or unsigned will be rejected as non-responsive. Any alteration of the Proposal Form or the Specifications portion of this RFP to suit an offeror’s pricing, requirements, etc. will make the proposal non-responsive. If clarification is required on any aspect of this RFP, it is necessary to submit questions to the Department of General Services as set forth in Section 3 of these Instructions to Offerors. No Proposal Form will be accepted which contains any modification to the template, additional information not specifically requested, omissions or erasures. Each Proposal Form shall be signed by a duly authorized individual on behalf of the Offeror. Illegible and unsigned proposals will be rejected as non-responsive.

6. Permission will not be given to modify or explain any proposal after it has been opened, unless clearly specified in this document (e.g., interviews). Permission to withdraw a proposal prior to opening will be at the discretion of the County and no replacement proposal may be submitted without authorization from the Commissioner of General Services. Opened proposals which required a deposit for plans and specifications may not be withdrawn until forty-five (45) days after opening.

7. Basis of Award provisions vary with each RFP, please read that section carefully. Under some RFPs, contracts may be awarded to more than one (1) entity. The Commissioner of General Services reserves the right to waive any informality, reject any and all proposals, or, if noted in the Basis of Award section of this RFP, accept any proposal in whole or in part, if deemed to be in the best interest of the County.

8. Any award shall be subject to the successful offeror’s execution of a contract (and, if applicable, license or other agreements) with the County. The County’s contract obligation is contingent upon execution of the contract between the County and successful offeror (substantively in the form provided with this RFP), the successful offeror’s, provision of required Pay-to-Play forms, insurance certificates, required bonds, as applicable, by the successful offeror, and the availability of appropriated funds for the contract. No legal liability on the part of the County for payment of any money shall arise unless and until a contract, together will all required addenda, if any, are executed by both parties, funds are appropriated and made available in each year of the term of the contract, and all performance requirements for each payment are met. The County shall have no responsibility or liability for any of offeror’s costs related to preparation of proposals, attendance at interviews, etc.; all such costs are solely at offeror’s risk and expense.

PO Box 218, 255-275 Main Street Goshen, New York 10924

9. A successful offeror awarded a contract under this RFP agrees to execute a contract document substantively in the form provided with this RFP (i.e., Form of Agreement for Consultant Services or Consultant Services Agreement, as applicable) in the timeframe, if any, indicated in this RFP. If an offeror has its own standard licensing, maintenance and support, or similar type of agreement, said offeror must submit a copy of same with its proposal submitted in response to this RFP if offeror wants the terms and conditions thereof to be considered by the County.

To the extent that any terms and conditions set forth in an offeror’s standard agreement conflict with the terms and conditions set forth in the form contract with this RFP, the offeror must specifically state each such conflict by proposing an exception to the form contract discussed in Section 8 of these Instructions to Offerors. The terms and conditions of any such standard agreement are subject to negotiation by and final approval of the County Attorney.

The County will not accept an offeror’s standard agreement in lieu of the County’s form contract; however, those terms and conditions negotiated and approved as set forth herein may be incorporated and made a part of the form contract at the County’s discretion. Any standard agreement not included in the proposal as provided herein, but presented later during contract negotiations, will not be considered by the County, unless consideration of same is determined by the County Attorney to be in the best interests of the County. Failure to reach agreement on contract terms and conditions may result in rejection of a proposal, rescission of an award, and/or retention of proposal security by the County. The County reserves the right to cancel negotiations with the highest scoring offeror if deemed to be in the best interests of the County and start negotiations with the next highest scoring offeror without advertising for new proposals.

10. The County maintains a unilateral right to cancel or extend the contract in accordance with the terms of any contract resulting from this RFP. If an offeror fails to perform or otherwise breaches the contract, in addition to any other rights and remedies the County may have, the offeror may be listed as non-responsible and may be ineligible for future contract awards.

11. If proposal security is required by this RFP; it must be included in the proposal. If performance and/or payment bonds are required by this RFP, proposals must include a letter from the offeror’s bank or surety stating that the required letter of credit or bond(s) will be provided in the event of a contract. The letter of credit or bond(s) shall be provided for each year or relevant portion of the contract, as may be applicable.

12. Offerors should be properly registered to do business in the State of New York and furnish applicable certificates of authority/incorporation/partnership/dba, etc. with their proposal.

13. The County encourages submission of proposals by certified Minority- and/or Women-Owned Business Enterprises (MWBE) and/or Disadvantaged Business Enterprises (DBE).

14. If awarded a contract under this RFP, offeror specifically agrees to abide by all applicable provisions of federal and state laws and regulations, as applicable to its agents, employees, subcontractors, and assigns. In hiring and employment practices, offeror shall not in any manner discriminate on the basis of race, creed, religion, color, sex, national origin, citizenship status, age, marital status, disability, genetic information or predisposing genetic characteristics, sexual orientation, military status, or domestic violence victim status.

15. A Non-Collusion Certification, Disclosure of Non-Responsibility Determination and Iran Divestment Act Certification are included in this RFP. Offerors must complete and submit a signed original of each and the applicable number of copies of each in its proposal submitted in response to this RFP.

PO Box 218, 255-275 Main Street Goshen, New York 10924

16. Supplier Forms are provided with this RFP. Successful offerors that have not received a purchase order in the last twelve (12) months from the County must submit completed and signed Supplier Forms prior to execution of a contract by the County.

17. Please be advised that this RFP is subject to Orange County Local Law No. 13 of 2013, as amended, known as the “Pay-to-Play Law”. Pay-to-Play Forms will be made available with this RFP. Each offeror responding to this RFP should include completed and signed Pay-to-Play Forms with its proposal and will be required if offeror is awarded a contract under this RFP. The Pay-to-Play Forms are required from the successful offeror (unless exempted by the law) prior to execution of a contract by the County.

17. Pursuant to New York’s Freedom of Information Law (“FOIL”) (Public Officers Law, Article 6, Sections 84-90) all government records are presumptively open for public inspection unless specifically exempted from disclosure under FOIL. Offerors who have a good faith belief that information contained in their proposal is exempt from disclosure under FOIL must, at the time of their submission, request the exemption in writing, setting forth the basis for the claimed exemption. In addition, the offeror must mark each page of its submission claimed to be exempt from disclosure under FOIL with the following legend: “THE OFFEROR BELIEVES THAT THIS INFORMATION IS PROTECTED FROM DISCLOSURE UNDER THE NEW YORK STATE FREEDOM OF INFORMATION LAW.” Neither the offeror’s classification of materials as exempt under FOIL, nor the County’s acceptance of offeror’s proposal with the claimed exemption(s), should be considered a final determination as to whether the designated materials are exempt from disclosure under FOIL. Any and all determinations as to the propriety of claimed exemptions will be made by the County and/or a court of law in accordance with applicable law.

INSURANCE REQUIREMENTS

During the term of a contract resulting from this RFP, or longer if required, successful offeror shall maintain, at its expense, worker’s compensation, disability and liability insurance policies of the types and minimum coverages specified in the form contract provided with this RFP. Certificates of insurance evidencing offeror’s compliance with these requirements shall be required prior to execution of the contract by the County. A contract award is conditional upon submission of insurance documents within the time specified in the Notice of Award. Failure to do so may result in disqualification of the offeror as non-responsive and/or the County’s retention of any proposal security.

BONDING REQUIREMENTS

There are no Bonds required for this contract.

PO Box 218, 255-275 Main Street Goshen, New York 10924

PURCHASES BY OTHER LOCAL GOVERNMENTS AND DISTRICTS

New York State General Municipal Law § 103(3), § 103(16), County Law § 408-a, and County Procurement Policy allow New York State political subdivisions and districts to make purchases through County contracts open to such procurements by the County. THE AWARD OF ANY CONTRACT UNDER THIS RFP SHALL BE OPEN TO SUCH PROCUREMENTS. OFFERORS WHO DO NOT WISH TO ACCEPT THIS AS A CONDITION OF CONTRACT SHOULD NOT

SUBMIT A PROPOSAL.

1. The Department of General Services shall make award information on any contract resulting from this RFP available to other political subdivisions.

2. Other political subdivisions or districts will issue purchase orders directly to successful offeror within the specified contract period referencing the County’s contract and shall be solely liable and responsible for all payments due on under the contract for that political subdivision’s or district’s use of the contract. The County shall not be liable or responsible for any debts incurred by other users of any contract resulting from this RFP.

3. All purchases shall be subject to audit and inspection by the County.

4. Necessary deviations from the County’s specifications in the award of a participant contract, for example quantities or delivery points, shall be resolved between the successful offeror and the other political subdivisions or districts. However, at no time shall any change to price and product specifications be permitted, except where an item has been replaced by another item due to obsolescence or pricing is contingent on an outside factor (e.g., fuel at market rates) pursuant to the terms of the contract, and/or the successful offeror offers reduced pricing to any participant, which then must be made immediately available to all participants. If a product specification requires modification due to obsolescence, the County must approve a change of product in writing in order for it to be valid. In the event a product substitution is approved, no change in price will be permitted except when the price will be lower than the originally awarded price. Any reduced pricing shall be applicable to all other participants’ quantities ordered on or after the date such reduced pricing became effective for the initial participant receiving such pricing.

PO Box 218, 255-275 Main Street Goshen, New York 10924

SCOPE

The County of Orange (“County”) is seeking a vendor to install, maintain, host and operate a web-based inmate communication system, including telephones, tablets and money kiosks at the Orange County Correctional Facility

(“OCCF”).

SPECIFICATIONS

I. BACKGROUND. The OCCF is equipped to house up to eight hundred and two (802) inmates in up to nineteen

(19) housing units. During calendar year 2025, OCCF’s average daily population was four hundred sixty-seven

(467) inmates.

II. CURRENT COUNTY INMATE COMMUNICATIONS SYSTEM. Global Tel*Link Corp. a/k/a GTL a/k/a ViaPath is currently providing inmate communications services to the County at the OCCF. Currently telephone service is provided by kiosks in the housing units. There are currently approximately 100 inmate telephones kiosks and one (1) telecommunications device for the deaf (TDD).

III. OVERVIEW. The successful offeror (“Vendor”) awarded a contract (“Contract”) as a result of this RFP will install, maintain, host and operate a web-based inmate communication system, including telephone, tablets and money kiosks at OCCF (“System”). The Contract will result in no cost to the County and the County must receive the percentage of System revenue proposed by Vendor in response to this RFP. Vendor shall own all the System components and equipment including the telephones, the tablets, and the money kiosks. The System must be a hosted, Internet based application that is securely accessible by OCCF administration via the Internet from anywhere, at any time, including from mobile devices such as cellphones and tablets. The System must include telephone, inmate tablets along with lobby and booking money kiosks.

IV. VENDOR QUALIFICATIONS, EXPERIENCE AND REFERENCES.

A. QUALIFICATIONS. Due to the complex nature and security concerns of correctional facilities, Offerors must be well experienced in providing a web-based communication systems in correctional facilities. The Vendor must demonstrate at least five (5) years of experience providing inmate communication services to municipalities of similar or larger size than the County. Organizations responding to this RFP (“Offerors”) must provide an overview of their organization, including years and nature of experience in inmate communication services. Offerors must provide information describing their client base and the proposed System’s position in correctional facilities in correctional facilities within the State of New York and other municipalities. Experience with New York counties is preferred, but not required.

B. EXPERIENCE. Offerors must have at least five (5) years of experience providing a web based, hosted inmate communication systems. Experience with New York counties is preferred, but not required.

C. REFERENCES. Offerors must provide five (5) customer references of accounts similar in size and scope to the County. Three (3) of the five (5) references must include projects where tablets have been implemented within the past year and operated for at least six (6) months. References from New York county jails is preferred, but not required.

PO Box 218, 255-275 Main Street Goshen, New York 10924

V. INMATE COMMUNICATIONS SYSTEM AND SERVICES.

A. GENERAL REQUIREMENTS.

1. Revenue Contract for County. The Contract resulting from this RFP will be a revenue contract that incurs no cost to the County. The Vendor will be responsible for all costs of installation, maintenance, use and disconnection throughout the term of the Contract.

2. Turnkey System Including All Hardware and Software. The System must be a turnkey system and service that includes all hardware and software, including the telephone network, circuits, monitoring and recording system, call-control system, secure database, telephones, tablets and money kiosks.

3. Hosted Internet-Based System. The System must be a hosted and Internet based application that is securely accessible by OCCF administration via the Internet from anywhere, at any time, including from mobile devices such as cellphones and tablets.

4. Online Account Creation and Management Options for Called Party. The System must provide proactive online account set-up and management options for the inmates’ friends and family (“called parties”) who are not able to accept collect calls. Offerors must describe how the proposed System meets the foregoing requirement

5. Compliance. The System must compliant with all applicable laws, rules and regulations, including all Federal Communications Commission (FCC) regulations.

6. Scalable System to Meet OCCF’s Growing Needs. The proposed equipment and the System must be scalable to meet the County's growing needs. Offerors must describe how the proposed System will meet this requirement. Vendor equipment must include backup power in the event of temporary loss of commercial power.

B. TECHNICAL REQUIREMENTS: TELEPHONES INSTALLED IN HOUSING UNITS.

1. Telephone Equipment and Related Equipment. The Vendor shall provide, and install in each housing unit, a sufficient number of non-coin, inmate telephones composed of durable equipment suitable for jail environments. In addition to the telephones, Vendor shall provide, and install, all telephone all hardware and software, including the telephone network, circuits, monitoring and recording system, call-control system, secure database, and telephones at no charge to the County.

C. TECHNICAL REQUIREMENTS: TABLETS.

1. Tablets and Related Equipment.

a. Inmate Tablets. Vendor shall provide a turn-key tablet solution to furnish the inmates in all housing units within the OCCF with tablets and related equipment, including headphones at no charge to the County. Offerors must identify and describe its current distribution capabilities.

PO Box 218, 255-275 Main Street Goshen, New York 10924

i. Inmate Tablet Minimum Requirements. Vendor must provide inmate tablets that:

1. display the inmate name and ID number on the screen and are each uniquely identified.

2. have been wiped of any residual operating systems

3. are equipped with the following security measures to harden the firmware on the tablets:

a. Browser, contacts, calendar, native phone and messaging clients have been removed.

b. No option for users to change the settings.

c. NFC, Bluetooth and Cellular wireless radio has been disabled, except for

WiFi.

d. Users are prevented from installing and/or un-installing applications.

e. Authorized apps are pushed to the tablets through an app state management process.

f. No access to the third-party app stores.

4. must allow phone application usage of that tablet from only the OCCF where the inmate is located;

5. possess security measures that prevent inmates from network breach. Offerors must describe the security measures.

ii. Inmate Tablet Minimum Capabilities. Vendor must provide tablets having current and minimum capabilities to provide:

1. Phone calling;

2. Law Library Application – OCCF Lexus-Nexis

3. Commissary ordering – possibility of

4. Education, with microcredentialing

5. Mental Health Services

6. Forms and Grievance Application

7. Documents Viewer Application (Inmate Handbooks, Re-entry manuals, etc.)

8. Videos Applications (PREA, etc.)

9. Pod Casts/Music

10. Reentry Assistance

11. Religious Application

12. Games

13. Spiritual and Self-Help Application

iii. OCCF Inmate Application. Vendor shall provide an application where inmates may submit forms, requests and grievances electronically.

iv. Entertainment Applications Available to Inmates At Inmate’s Cost. Vendor shall make available entertainment to inmates via the tablets at a cost to the inmates of which a portion of said cost will be commissionable to OCCF, i.e., movies, music, games.

PO Box 218, 255-275 Main Street Goshen, New York 10924

b. Officer Tablets. Vendor shall furnish an adequate number of officer tablets at no charge to the County. The County anticipates that an adequate number of officer tablets would be a minimum of ten (10) tablets. Vendor shall provide officer tablets that have live monitoring capabilities and total control of inmate tablets together with the following minimum capabilities:

i. Behavior Modification Application

ii. Eligibility Status

iii. Dashboards and real time tablet analysis

iv. Services to allow officers to formulate notifications that can be pushed to all inmate tablets

v. Locate tablet features

vi. Activation / Deactivation of tablets by:

1. Inmate

2. Groups of inmates

3. OCCF Facility-wide

vii. Activation / Deactivation of any or all applications by:

1. Inmate

2. Groups of inmates

3. OCCF Facility-wide

2. Wi-Fi Enabled Tablets and Wireless Traffic Routing Requirements. All tablets (officer and inmate tablets) must be Wi-Fi enabled. Vendor's wireless network traffic must be routed through the System with no exception and provide firewall, transparent proxy, DHCP, DNS and routing services for the tablets. Vendor should provide secure Internet Protocol communications by authenticating and encrypting each IP packet of a communication session. Vendor tablets must integrate with current ITS, JMS, or other systems as applicable, at Vendor’s expense.

3. Updates. Vendor shall update all tablets wirelessly in real time.

4. Maintenance and Refurbishment. Vendor shall continuously maintain all tablets and refurbish them as needed at no cost to the County. Offerors must describe its maintenance and refurbishment services and how it will meet the foregoing requirement.

5. Charging Carts. Vendor shall provide each housing unit in the OCCF with a sufficient number of charging carts for the safe and secure charging of all of the tablets. The charging carts must be ruggedized for use in a jail facility.

D. TECHNICAL REQUIREMENTS: CALL CHARACTERISTICS AND FRAUD MANAGEMENT.

1. No Three-Way, Conference Calls or Calls to Telephone Numbers with Extensions without OCCF

Approval; Detection of These Types of Calls. The System must be able detect, notify, and prevent three-way or conference calls, except for those calls to attorneys or other numbers approved by OCCF administration. The System must prevent the inmate or called party from dialing extra digits after the call is accepted unless to authorized destinations approved by OCCF Administration. Offerors must provide a description of the process that will be deployed on the proposed System and why the proposed deployment provides the best three-way detection solution.

PO Box 218, 255-275 Main Street Goshen, New York 10924

2. No Chain-Dialing; Hook-Switch Dialing or Other Fraudulent Activities. The System must prevent inmates from:

a. obtaining a second dial tone or "chain-dialing";

b. "Switch-hook dialing";

c. and other fraudulent activities.

i. Offerors must describe how the proposed System will meet the foregoing requirements.

3. Call Identification. The System must identify to the called party that a call is from the OCCF and the name of the inmate placing the call. The System must allow the inmate to record their name one time and store this recorded name for all future calls.

4. The System must be able to play preselected prompts independently or at configurable timed intervals throughout the call.

5. Call Blocking.

a. By OCCF. The System must allow OCCF administration to block specific telephone numbers.

Offerors should identify if this feature is available by inmate, by housing unit, and OCCF-wide.

b. By Called Party. The System must permit the called party to block future calls from the inmate.

6. The System must be able to provide a real time validation of calls that are forwarded.

7. The System must have the capability to suspend an inmate’s privileges from placing a call and set a beginning and end date without the need to manually re-enable privileges.

8. The System must have the capability to move an inmate or group of inmates from one housing unit to another housing unit without the need to re-enter information.

9. The System must allow OCCF personnel to assign surveillance alerts by individual inmate or telephone number.

10. Offerors are encouraged to list and describe additional investigative tools available with the System.

11. Vendor investigation software must be wholly-owned by the Offeror and not use a sub-contractor. The

County requires this to ensure quality and ongoing commitment of development as technology progresses.

12. The Vendor’s investigation software must be completely integrated with the calling platform and not require the export and import of inmate call records, inmate account information or called party billing name and address information related with the County. Offerors must describe their solution and related features.

E. TECHNICAL REQUIREMENTS: CALL ACCEPTANCE (TELEPHONES AND TABLETS).

1. Types of Phones of Called Parties. The System must allow calls to mobile cellular phones and landlines.

PO Box 218, 255-275 Main Street Goshen, New York 10924

2. Only Outgoing Calls. The System must only allow outgoing calls. No incoming calls.

3. Language Capabilities. The System must include voice prompts in English and Spanish. Offerors are asked to identity other language capabilities of the System.

4. Active Affirmative Acceptance of Calls Before Communication. The System must not allow communication with the called party until such time that the call is affirmatively accepted by the called party;

5. Option for Automatic Acceptance of Calls. The System must provide an option for the called party to enable automatic acceptance of designated telephone numbers;

2. System’s Recognition of Busy Signals, Answering Machines, and Other Phone Activity. The System must detect the difference between an affirmatively accepted call and an answering machine, busy signal, and other telephone activity. Offerors must describe how the proposed System meets this requirement;

3. No Charge Until Call Accepted. The System must not bill a called party for the cost of a call until the call is affirmatively accepted by the called party.

4. Option for Called Party to Request Cost of Call Before Acceptance. The System must provide an option for the called party to request cost of the call prior to acceptance;

5. Call Minutes Must be in Configurable Increments. The System must limit inmate calls to configurable minute increments. The System must notify the inmate and called party of any limits in advance of the System terminating the call. Configurations can apply to call duration, location, inmate account, PIN, or by telephones. Offerors must identify the available configurations in their proposal.

6. Called Party Notified of Impending Limits. The System must notify the called party when they have reached a set balance of its site or personal credit limit. Offerors must describe how their System will meet the foregoing requirement.

F. TECHNICAL REQUIREMENTS: CALL MONITORING AND RECORDING (TELEPHONES AND TABLETS).

1. Call Monitoring and Recording. The System must maintain all call recordings centrally on the “Storage

Area Network” (“SAN”) storage technology and not use tape drives for storage of call recordings. The stored call recordings must be maintained at the Vendor’s central depository and must be available 24/7/365 via an online user platform (“OCCF Administration Platform”) and the Officer Tablets.

Currently, the recordings are available to the County for up to a minimum of eighteen (18) months.

Offerors must detail Offeror’s length of storage capacity.

PO Box 218, 255-275 Main Street Goshen, New York 10924

2. Availability of Call Recordings. All call recordings must be stored online and available to the County 24/7/365 through the OCCF Administration Platform. The OCCF Administration Platform must be accessible using current personal computers (“PCs”) that are available at the County without the need for additional PCs. If additional PCs are needed, Vendor shall supply such PCs at no cost to the County.

The stored call recordings should be maintained at the Vendor’s central depository. If not, Offerors must describe where the recordings will be maintained.

3. Searching Call Recordings. Call recordings must be searchable by dialed number, date, time, and inmate account. The Systems’ call detail reporting module must provide quick link access to billing name and address (“BNA”) when BNA is available.

4. Live Monitoring of Calls.

a. Simultaneous Monitoring and Recording. OCCF personnel must be able to simultaneously remotely live monitor calls while the System is recording the conversations.

b. Functions Available to OCCF Personnel While Live Monitoring. While live monitoring OCCF personnel must be able to monitor, disconnect, and/or barge into a live call.

c. Transfer Call to Investigators. The System must provide a means of remotely monitoring inmate calls and the ability of OCCF personnel to transfer calls in progress to investigators.

d. Call Histories. The System must provide a call history through live monitoring module to allow OCCF personnel to see recent activity for phone numbers and phones without navigating away from live monitoring. The Systems’ call detail reporting module must provide quick link access to BNA when available.

5. Live Call Scanning. The System must have the ability to have a selectable scan of all live calls in progress.

The scanning feature must have the ability enter a configurable time frequency in which the System will play active calls and rotate through active calls for the set amount of time for each call.

G. TECHNICAL REQUIREMENTS: SYSTEM SECURITY AND ACCESSIBILITY.

1. System Shutdown Capabilities. OCCF personnel must be able to manually shut down the System from the OCCF Administration Platform in case of emergency and must be capable of being enabled on by inmate, housing unit, telephone, or OCCF-wide basis from any secured internet capable PC.

2. Password Protection. The System must be password protected to permit only authorized OCCF personnel access to the System.

3. Restrictions on IP Addresses. The System's user security must provide restrictive access by public and private IP address. OCCF personnel logging in from an IP address not assigned will not be allowed to access the System remotely.

PO Box 218, 255-275 Main Street Goshen, New York 10924

H. TECHNICAL REQUIREMENTS: PERSONAL IDENTIFICATION NUMBER (PIN). The System must utilize unique, individual Personal Identification Numbers (PIN) for each inmate. The System must prevent assigning duplicate PINs and not allow a PIN to be used by two inmates at the same time. The System’s PINs must require at least 4 digits, but not greater than 16 digits. The System must create PINs without burdening OCCF staff. Offerors must describe their System's use of PINs, including Open PIN, Restricted PINS, and Closed PIN capabilities.

I. TECHNICAL REQUIREMENTS: DIGITAL MAIL TECHNOLOGY.

1. The digital mail solution must provide a fully offsite mail-processing program that prevents all physical non-privileged mail from being delivered directly to the Agency. The system must be easily configurable to:

a. Automatically release scanned mail to inmates;

b. Require administrative approval for all mail prior to electronic release; or

c. Require administrative approval only for inmate-specific mail, based on Facility designation.

2. The digital mail solution must also provide flexible handling directives that allow the Facility to determine how processed mail is managed, routed, stored, and released.

3. Vendor’s system must provide two separate word watch lists that distinguish between high security concern and medium security concern:

a. Vendor’s system must allow approved Facility staff to upload additional words to the word watch list.

b. Vendor’s system must allow approved Facility staff to upload additional words to the word watch list.

4. The digital mail solution must be capable of processing all pieces of mail up to 8.5" × 11" in size, including letters and images. The system must provide full audit logs of all mail activity to support management oversight and accountability. The solution must allow letters to be transcribed and must include a configurable custom word-watch list with reporting, enabling all transcribed messages to be scanned for designated keywords.

5. The Vendor shall state its processing and delivery turnaround time for scanning and delivering digital mail to the Facility. The solution should provide configurable handling directives that enable the Agency to designate whether physical mail is to be properly disposed of by the digital mail provider or returned to the Agency.

PO Box 218, 255-275 Main Street Goshen, New York 10924

6. The digital mail solution must maintain a legally defensible chain of custody for the receipt, handling, and processing of all physical mail. The system must also provide flexible user-permission assignments for all individuals who require access. These permissions must allow for the following:

a. Read-only access

b. Scan, upload, view and edit transcriptions

c. Scan, upload, view, approve/reject and administration functions

7. The digital mail solution should be remotely managed and must provide an easily accessible web-based portal. The solution should support full operational functionality across multiple browser types, including Google Chrome and Microsoft Edge. The system must allow Facility personnel to place and remove holds on the delivery of mail to inmates.

8. All data associated with the digital mail solution must be owned, managed, and hosted by the company providing the service to the Agency. The system must retain all mail records and system logs for the full duration of the contract, ensuring the Agency has access to all electronic documentation throughout the contract term. The digital mail solution must be accessible and displayed on digital terminals or inmate tablets. Upon termination of the contract, all mail logs shall be turned over to the Facility.

J. REPORT CAPABILITIES.

1. Requirement for Reporting Capabilities. The Vendor must provide the County with the ability and functionality to run reports in the OCCF Administration Platform. The reports will contain a variety of call information to suit the County's needs. Offerors must attach samples reports in their proposal.

2. Exporting Reports. The System must have the ability to export reports in Excel, Adobe, and comma separated formats.

3. Required Standard Reports. The System must be capable of providing web accessible real-time and historical reports which include, but are not limited to:

a. Call activity reports;

b. Frequently dialed number reports;

c. 3-Way call attempt report;

d. Dialed number by more than one inmate report; and

e. Call volume by phone report.

4. Required Customizable Reports. The System must be capable of providing other detailed reports which include, but are not limited to:

a. Phone location of originating call;

b. Time of call;

c. Telephone number called;

d. Most frequently called numbers;

e. Length of call;

f. Identify numbers called from a specific telephone; and

g. Identify telephone numbers called by a specific inmate.

PO Box 218, 255-275 Main Street Goshen, New York 10924

K. VOICE BIOMETRICS. Offerors must describe and list the System’s voice biometrics solution.

L. PAYMENT OPTIONS AND PRODUCTS.

1. The System must allow automated operator collect calling.

2. All prepaid calls will be subject to the same restrictions and features as standard inmate-collect telephone calls.

3. The called party must be provided an option to request cost of the call prior to accepting the charges.

4. The System must allow called parties to set-up alternate billing methods directly with the vendor.

Two of the methods the County would like to see offered are:

a. A System that will allow called families to set-up an online account directly with the Vendor.

b. A System that provides called parties the option to prepay for calls from OCCF.

c. Vendor must offer called parties’ multiple points-of-sale to accept payments for services.

Please describe options, to include Lobby and Booking Kiosks, etc.

i. Direct Bill

ii. Money Gram

iii. Western Union

iv. Lobby Kiosk

v. Booking Kiosk

vi. Instant Pay

vii. Interactive Voice Response (“IVR”)

viii. Customer Service

5. Offerors must outline proposed convenience fees which are passed to called parites. This includes fees on any products listed in this RFP.

6. Vendor must allow calls to cell phones and have an ability to establish accounts for called parties using mobile devices.

7. Vendor shall install two (2) money kiosks at OCCF, one in the main lobby and one in the booking/ receiving area. These money kiosks must be able to accept cash deposits.

8. Vendor must handle currency removal from kiosk and proper deposits of funds.

M. INMATE ACCOUNT FUNDING

1. Vendor must allow called parties’ deposits/payments of non-fixed amounts.

2. Vendor must apply called parties and inmate electronic automated deposits/payments to calling accounts in real-time upon receipt of payment.

PO Box 218, 255-275 Main Street Goshen, New York 10924

3. Vendor must offer pre-paid products for the called party and inmates, post-paid called party accounts.

4. Vendor must offer an inmate-owned debit calling account solution with flexibility to be integrated with numerous commissary providers should OCCF change commissary providers.

5. OCCF’s current jail management program is Black Creek. The current contractor providing commissary services at OCCF is Aramark.

VII. SERVICE CHARGES AND FEES.

A. SERVICE CHARGES AND FEES

1. The Offeror must list and describe all service charges and taxes for all calls and transactions such as call rates, tablet usage fees, and automated payment or account setup fees.

2. Vendor shall pay County a commission on all calls and tablet usage, fees and rates to the extent allowed by federal and state law.

3. The Vendor must be compliant with New York State Commission of Correction guidelines.

4. The fees charged to users must not exceed those mandated by applicable tariffs and/or any rules of the Public Utilities Commission and FCC for all services. Offeror’s proposal must specify all taxes, fees, and costs that will be charged to end users.

IV: BILLING

1. The System must inform the called party of the call cost prior to acceptance.

2. The Vendor shall be responsible for the collection of charges for fraudulent or otherwise uncollectible calls.

3. The Vendor shall be responsible for any and all billing disputes, claims, or liabilities that may arise in regard to its provision of the services described in these specifications.

4. Vendor billing to called parties must include the Vendor contact information and a toll-free telephone number to resolve billing disputes.

5. Billing charges begin at the time of the called party accepts the call and must terminate at such time that the first party hangs up or disconnects the call. Network intercepts, recordings, busy signals, no answers, refusals of calls, answering machine pick-ups, etc. must not incur a charge or be billed.

6. Offerors must describe the procedure for billing.

V: INSTALLATION/DISCONNECTION AND CUTOVER, MAINTENANCE, AND TRAINING

A. INSTALLATION/DISCONNECTION AND CUT-OVER

PO Box 218, 255-275 Main Street Goshen, New York 10924

1. The Vendor will be responsible for all costs of installation or disconnection throughout the term of the

Contract.

2. The Vendor will be required to furnish and install equipment, and any other item necessary to make this service functional. The current vendor will remove their equipment. The Offeror awarded the contract will remove all equipment dialers, and/or dedicated phone lines at the end of the Contract from OCCF without charge to the County.

3. Vendor will provide inmate phones, remote administration station, the OCCF Administration Platform and other proposed products and/or features to be completed by February 2019.

4. Offerors must submit a complete and detailed proposed schedule time-frame required for installation, utility coordination, training, cut over and testing. The System must be installed in an expert manner and under a time-frame designed to minimize disruption of the normal functioning of the OCCF.

5. Any delay in the implementation of the vendors' schedule that is caused by the County will increase the vendor's time allowance to complete installation, but the Vendor must submit a complete and detailed schedule of additional time required.

6. The risk of loss and or damage for the System (including all equipment) is the responsibility of the

Vendor, including risk of loss during shipment, unloading, installation, inmate use, and disconnection.

7. During the Contract term, Vendor must provide technology upgrades. Offerors must describe their plan for meeting this requirement.

8. The Vendor must describe their experience with implementing services detailed in the RFP.

B. CUSTOMER SERVICE & MAINTENANCE

1. Offerors must describe their customer service operations and services, facility/civilians.

2. Vendor must provide live domestic Customer Service Representative (“CSR”) and Interactive Voice

Response (“IVR” and together with “CSR”, collectively) support to the County 24/7/365, for issues.

3. Vendor must provide live domestic CSR & IVR support to called party 24 hours a day, year-round, without exception allowing called parties to set up accounts, make payments, access account information, and resolve issues.

4. Vendor must provide called parties’ full-service online support including ability to set up accounts, make payments, access account information, calculate call rates, and resolve issues (including online CSR chat and email support) via Vendor website.

5. Vendor shall respond to all major service outages within two (2) hours of such outage. Major outage is defined as 30% or more of the functionality of the System.

6. Offerors are asked to provide their service policies and procedures as an attachment to its proposal.

PO Box 218, 255-275 Main Street Goshen, New York 10924

7. Offerors must describe their maintenance and quality assurance programs for all System equipment including telephones, tablets and money kiosks.

8. Offerors must detail the method of determining service interruptions and service call priorities. Offerors must list response time for each priority and the level of expertise devoted to each priority.

9. Vendor must provide a single, designated contact person who will be responsible for ongoing account management and support.

10. System must have the capability for remote diagnostics to minimize facility visits by Vendor. Offerors must describe the proposed System’s diagnostic process and tools.

C. DISASTER RECOVERY. The System must have a disaster recovery program. Offerors must describe their disaster recovery program.

D. TRAINING. Vendor shall provide initial installation training to the OCCF personnel in the System’s administration, operation, and reporting. Upgrade and refresher training is also required for the length of the Contract at no cost to the County. Vendors must provide the initial training and refresher training in multiple formats including live training and web-casting, as well as an online help option integrated into the OCCF Administration Platform. Offerors must describe their training program, including descriptions of course(s), modes of delivery and any applicable documents.

E. COMMITMENT TO NEW TECHNOLOGY. New technology is important to the County. The System proposed by the Vendor must include frequent technology upgrades.