State of Missouri Office of Administration, Division of Purchasing

Request for Proposal (RFP) for Offender Communication Services

PROPOSAL DUE NO LATER THAN: March 5, 2026 AT 2:00 PM CENTRAL TIME Proposal response must be submitted electronically through MissouriBUYS, powered by MOVERS, at https://missouribuys.mo.gov.

E-mailed, mailed, courier, or hand-delivered proposal responses will not be accepted.

RFP CONTACT INFORMATION:

BUYER: Molly Hurt

PHONE NO.: (573) 751-8900

EMAIL: molly.hurt@oa.mo.gov See “RFP Questions” in Section 1 for appropriate communications during the procurement process.

DELIVER SUPPLIES/SERVICES FREE ON BOARD (FOB) DESTINATION TO THE FOLLOWING ADDRESS:

Missouri Department of Corrections 2729 Plaza Drive Jefferson City, MO 65109

ATTENTION:

1. After reviewing the Request for Proposal (RFP), the vendor must complete and return Exhibit A, Proposal Signature Page and all other necessary exhibits.

2. Due to lead times for obtaining the information needed to complete the various Business Compliance Exhibits herein as explained in the RFP’s Vendor Response Exhibits, vendors are encouraged to IMMEDIATELY begin securing these verifications.

3. The vendor must be registered in MissouriBUYS, powered by MOVERS in a “Prospective” or “Spend Authorized” registration status to submit a proposal. The vendor must achieve “Approved” registration status in MissouriBUYS (WebProcure/Proactis) and “Spend Authorized” registration status in MissouriBUYS, powered by MOVERS to be considered for a contract award. Reference Section 5.

RFP Organization:

RFP Vendor Response Exhibits (Return these exhibits with the proposal)

BUSINESS COMPLIANCE EXHIBITS

Separate Documents: The vendor is advised that the separate documents to this document referenced above provide additional requirements, information, and/or instruction. The separate documents must be downloaded from the Division of Purchasing’s MissouriBUYS, powered by MOVERS, website at: https://missouribuys.mo.gov/. The separate documents are downloadable from the same web page where the solicitation document is downloadable. It shall be the sole responsibility of the vendor to obtain each of the separate documents. The vendor shall not be relieved of any responsibility for performance under the subsequent contract due to the failure of the vendor to obtain a copy of the separate documents.

STATE 0000000178SL Page 68

INTRODUCTION AND BACKGROUND INFORMATION SECTION

Introduction:

Purpose: This document constitutes a request for competitive, sealed proposals for the provision of offender communication services as set forth herein for the Missouri Department of Corrections (DOC) (hereinafter referred to as “state agency”).

The State of Missouri, Department of Corrections is seeking experienced contractor(s) to provide offender communication services that include the offender communication system, offender financial services, and AI powered text messaging application.

Minimum Experience Qualifications: There are minimum experience qualifications in the RFP (See Section 2.2, Minimum Experience Requirements in Section 2: Scope of Work).

Titles: Titles of paragraphs used herein are for the purpose of facilitating reference only and shall not be construed to infer a contractual construction of language.

Background and Historical Usage Information:

The current contractor, Securus Technologies, owns all the equipment associated with the offender phone and tablet infrastructure provided and installed by the contractor. The State of Missouri owns the existing cabling.

The State of Missouri does not currently pay Local Exchange Carrier (LEC) fees under the offender telephone contract.

Telephone Background Information:

The total number of interstate, local, intraLATA, and interLATA, calls and minutes used during calendar year 2023 and 2024 in the current offender telephone services contract is as follows:

Call Information by Call Location

Call Information by Call Type

The total number of calls and minutes of international calls used during calendar year 2023 and 2024 in the current offender telephone services contract was as follows:

Call Information for International Calls

*Debit International Calls totals are included in the Call Information by Call Type table above.

While previous calling information is provided, no guarantee is made by the state on future call volumes or the distribution of those call volumes by call type or location.

Electronic Funds Transfer Background Information:

The state currently operates a centralized offender banking system and maintains subsidiary accounts for all offenders.

The Offender Financial Services (OFS) Section, operates at the DOC’s central office complex located in Jefferson City, Missouri, and is responsible for processing offender deposits. The DOC's facilities do not accept, nor do they have the capability to process offender deposits.

The DOC currently allows offender families and friends to deposit funds into an offender's account in two ways: (1) money orders/cashier checks mailed directly to the OFS Section; or (2) by electronic fund transfer (EFT). EFTs are currently being provided by JPay (visit https://doc.mo.gov/divisions/adult-institutions/money-transfer for more information). JPay currently contracts with MoneyGram to provide walk-up locations. The offender may use the money in the account for canteen purchases, phone time, media purchases or outside purchases.

For the twelve (12) month period of July 1, 2023 through June 30, 2024, the OFS Section processed a total of 537,481 offender deposit items in the amount of $36,917,564.56. The average transaction amount of an offender deposit item is $68.69.

Of the above transactions, the OFS Section accepted and processed 512,152 EFT offender deposit items in the amount of $32,532,085.12. The average transaction amount of an electronic fund transfer offender deposit item is $63.52. EFT amounts by range and by phone, internet, or walkup are not currently available.

Of the above transactions, the OFS accepted and processed 25,329 money order/cashier check offender deposit items totaling $4,385,479.44. The average transaction amount of a money order/cashier check offender deposit item is $173.14. A breakdown of deposit amounts by range is not currently available.

Historical Usage Information – Release Cards:

Services provided herein are currently being provided by JPay, Incorporated. The following are the statistics for the last three fiscal years (July-June):

Historical Usage Information - Tablets:

Media Payments by Calendar Year:

Stamp/Media Credits by Calendar Year:

Historical Usage Information - Video Visitations:

Historical Usage Information – Digital Scanned Postal Mail:

Historical Usage Information – Scheduled Canine Deployments:

Central Region: ACC, BCC, FRDC, JCCC, MCC, NECC, OCC, SCCC, TCC, and WERDCC Eastern Region: ERDCC, FCC, MECC, PCC, SECC, TCSTL Western Region: CCC, CRCC, MTC, TCKC, WRDCC

· See Attachment 1 for full facility names.

Historical Usage Information – Cell Phone Forensics:

Current and/or Previous Contract Information:

Current contracts exist for the products and/or services being obtained via this RFP. A copy of the contracts can be viewed and printed from the Division of Purchasing Awarded Bid & Contract Document Search System located on the Internet at: https://purch.oa.mo.gov/bidding-contracts/awarded-bid-contract-document-search. In addition, all proposal and evaluation documentation leading to the award of the contracts may also be viewed and printed from the Division of Purchasing’s Awarded Bid & Contract Document Search System. Please reference the Bid numbers RFPT30034901700137, RFPT30034902202617, and CPPT30034902000100 or the contract numbers CT240131001, CT222617001, and CT200100006 when searching for these documents.

The Department of Corrections has local statements of work for Telephone and Investigative services under contract CT240131001. A vendor can request a copy of these statements of work from the buyer of record identified on the cover page of the RFP.

The Department of Corrections has a current local contract that exists for offender release cards, with the contract number ER234N0010. A vendor can request a copy of the local contract from the buyer of record identified on the cover page of the RFP.

State Expenditures: The Missouri Accountability Portal (MAP) located on the Internet at: http://mapyourtaxes.mo.gov/MAP/Expenditures/ provides financial data related to the purchase of the services under the contract. Be sure to read the information provided in the site information and disclaimer links:

https://mapyourtaxes.mo.gov/MAP/Help/MapExpendituresHelp.htm and https://mapyourtaxes.mo.gov/MAP/Help/MapExpendituresHelp.htm#disclaimer. Then search by the contract numbers shown above when searching for the financial information.

RFP Questions:

Buyer is Single Point of Contact for Solicitation: Vendors and their agents (including subcontractors, employees, consultants, or anyone else acting on their behalf) must direct all of their questions or comments regarding the RFP, the evaluation, etc., to the buyer indicated on the first page of this RFP. It is preferred that questions be emailed to the buyer.

Except as noted herein, vendors and their agents are instructed not to contact any other state employee regarding any of these matters during the solicitation and evaluation process. Inappropriate contacts are grounds for suspension and/or exclusion from specific procurements. Vendors can be sanctioned for unauthorized contact with any evaluator under 1 Code of State Regulation (CSR) 40-1.060(8)(G) and (H) available at http://www.sos.mo.gov/adrules/csr/csr.asp.

Minority Business Enterprise/Women Business Enterprise (MBE/WBE) and Service Disabled Veteran Enterprise certification or subcontract questions should be directed to the Office of Equal Opportunity (OEO) at http://oeo.mo.gov.

Vendor is Responsible for Asking Questions About the RFP: It is the vendor’s responsibility to ask questions, request changes or clarifications, or otherwise advise the Division of Purchasing if the vendor believes that any language, specifications, or requirements are: (1) ambiguous, (2) contradictory or arbitrary, (3) violate any state or federal law or regulation, (4) restrict or limit the requirements to a single source, or (5) restrict or limit the vendor’s ability to submit a proposal.

Vendor Question Deadline: Every attempt shall be made to ensure that the vendor receives an adequate and prompt response. However, in order to maintain a fair and equitable procurement process, all vendors will be advised, via the issuance of an amendment to the RFP, of any relevant or pertinent information related to the procurement. All questions and issues should be submitted no later than ten (10) calendar days prior to the proposal end date and time of the proposals. If not received prior to ten (10) calendar days before the proposal end date and time, the Division of Purchasing may not be able to fully research and consider the respective questions or issues.

State’s Response to Vendor Questions: Upon the Division of Purchasing’s consideration of questions and issues, if the Division of Purchasing determines that changes are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s); absence of such response indicates that the questions and issues were considered but deemed unnecessary for an RFP amendment. All vendors will be advised of any change to the RFP’s language, specifications, or requirements by a formal amendment to the RFP. There will be no posted written records of the questions/communications (i.e., formal question/answer document).

RFP is State’s Only Official Position: The only official position of the State of Missouri shall be that which is contained in the RFP and any amendments thereto.

Amendments:

If the Division of Purchasing determines that changes to the RFP are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s) prior to the proposal end date and time.

Pre-Proposal Teleconference:

Pre-proposal Teleconference Date and Time: A pre-proposal teleconference regarding this RFP will be held on January 21, 2026, at 1:00 p.m., Central Time. Vendors are encouraged to participate in the pre-proposal teleconference as it will be used as the forum for questions, communications, and discussions regarding the RFP. The vendor should become familiar with the RFP and develop all questions prior to the pre-proposal teleconference in order to ask questions and otherwise participate in the public communications regarding the RFP.

Pre-Proposal Teleconference Agenda: The vendor should have a copy of the RFP for the pre-proposal teleconference since it will be used as the agenda for the pre-proposal teleconference.

Communication Prior to the Teleconference: The vendor is encouraged to review the RFP prior to the pre-proposal teleconference and may submit written communications and/or questions regarding the RFP, which reference the RFP paragraph numbers, to the buyer identified on page one. Such prior communication will provide the State of Missouri with insight into areas of the RFP which may be brought up for discussion during the conference and which may require clarification.

Communication During the Teleconference: During the pre-proposal teleconference, it shall be the sole responsibility of the vendor to orally address all issues previously presented to the buyer by the vendor, including any questions regarding the RFP or areas of the RFP requiring clarification.

Amendment to the RFP: Any modifications needed to the RFP as a result of discussions from the pre-proposal teleconference will be accomplished as an amendment to the RFP. Neither formal minutes of the pre-proposal teleconference nor written records of the questions/communications will be maintained.

Pre-Proposal Teleconference Special Accommodations: Vendors are strongly encouraged to advise the Division of Purchasing within five (5) state business days of the scheduled pre-proposal teleconference of any special accommodations needed for people with health conditions or impairments who will be participating in the pre-proposal teleconference so that these accommodations can be made.

Pre-Proposal Teleconference Dial-In Information: The vendor should contact the buyer from the Division of Purchasing as indicated on the first page of this RFP to obtain dial-in instructions. The vendor will be provided with a telephone number to dial and/or webinar information to access, in order to listen and participate in the pre-proposal teleconference. The vendor shall refrain from contacting anyone other than the buyer to obtain the dial-in information.

Facility Tour:

1.1.1 Optional tours of each correctional facility will be available according to the schedule stated below to allow vendors to view facility physical layouts and current infrastructure. Background checks will be conducted prior to granting the vendor and/or the vendor’s employee approval to enter the facilities. In order to be considered for participation in one, some, or all of these tours, the vendor must contact Melissa Scheulen at the Missouri Department of Corrections, Division of Adult Institutions, 2729 Plaza Drive, Jefferson City, MO 65109, 573-526-6526, or Melissa.Scheulen@doc.mo.gov at least seventy-two (72) hours prior to the tour(s) to provide the official name of their company, the full names (first, middle initial and last), dates of birth, and social security numbers of the individuals that will be participating in the tour(s) so that background checks can be completed and decisions regarding entrance approval/disapproval can be made. Addresses of the facilities are stated in Attachment 1.

Only those individuals identified and approved will be allowed access into the correctional facility(ies).

All individuals attending the facility tour(s) must bring a valid state issued photo identification card to the correctional facility.

Vendors shall be limited to three (3) representatives per facility tour. However, a different individual may attend each facility tour.

No medications, gum, tobacco products, purses, cell phones, tape recorders, cameras, pagers, or items that could be used as a weapon will be permitted into the facilities. If an individual is found to have any prohibited items on their person, they will be allowed to return said items to their vehicle. However, if an individual refuses to surrender said prohibited items, such individual will not be allowed to participate in the facility tour. The list of items not permitted into the correctional facility are subject to change without notice.

All vendors attending the facility tour are required to comply with entry search practices which include metal detector and body scanner. Vendors are strongly encouraged to advise the Division of Purchasing at least five (5) calendar days prior to the scheduled facility tour of the correctional facility listed of any special accommodations needed for personnel who will be attending so that these accommodations can be made.

Prior to the tour, vendors will be required to submit a list of items, which includes paper, pens, etc., they wish to bring with them during the tour. This list must be submitted to Melissa Scheulen.

A record of those vendors attending the facility tour(s) will be maintained for verification purposes. The vendor shall be responsible for ensuring their attendance at the facility tour is documented.

Vendors are strongly encouraged to advise the Division of Purchasing at least five (5) calendar days prior to the scheduled facility tour of the correctional facility listed in section 1.7.4 of any special accommodations needed for disabled personnel who will be attending so that these accommodations can be made.

1.1.2 Awarded vendor(s) shall agree and understand that the failure to prudently inspect the correctional facility(ies) during the facility tour(s) in no way relieves the vendor of performance of the provisions and requirements specified herein.

The correctional facilities’ tour schedule is designated in the following table. All potential vendors are strongly encouraged to attend the on-site inspections.

1.1.3 Vendors shall NOT be permitted to schedule a facility tour at any of the facilities for a different time or date, nor shall the vendors be allowed to communicate with the Department of Corrections other than during the facility tour dates and times specified herein.

1.1.4 Vendors shall NOT communicate with offenders at any time during the facility tour.

1.1.5 Any questions resulting from tours of the facility must be directed to the Buyer, at the contact information stated on page one.

Glossary of Terms and Acronyms:

Whenever the following terms and acronyms appear in the RFP document or any amendment thereto, the definitions or meanings described below shall apply.

General Glossary, Acronyms, and Abbreviations:

Agency and/or State Agency means the statutory unit of state government in the State of Missouri for which the equipment, supplies, and/or services are being purchased by the Division of Purchasing (Purchasing). The agency is also responsible for payment, unless otherwise specified herein.

Amendment means a written, official modification to a solicitation or contract.

Attachment applies to all documents which are included with an RFP to incorporate any informational data or requirements related to the performance requirements and/or specifications.

Buyer means the procurement staff member of Purchasing.

Code of State Regulation (CSR) contains the current administrative rules of executive agencies of Missouri government. The regulations are arranged by agency rather than by subject.

Contract means a legal and binding agreement between two or more competent parties, for a consideration for the procurement of equipment, supplies, and/or services.

Contractor means a supplier, offeror, person, or organization who is a successful vendor as a result of an RFP and who enters into a contract.

Exhibit applies to forms which are included with an RFP for the vendor to complete and submit with their proposal prior to the specified end date and time.

May means that a certain feature, component, or action is permissible, but not required.

Must means that a certain feature, component, or action is a mandatory condition.

Party refers to either the State of Missouri or the contractor as an entity that may enter into a contract pursuant to the terms herein.

Pricing Page(s) applies to the form(s) on which the vendor must state the price(s) applicable for the equipment, supplies, and/or services required in the RFP. The pricing pages must be completed and submitted by the vendor with the proposal prior to the specified proposal end date and time.

Proposal End Date and Time and similar expressions mean the exact deadline required by the RFP for the receipt of sealed proposals.

Purchase Order means the authorized document issued by the state agency to the contractor indicating descriptions, quantities, and agreed prices for products and/or services.

Reasonable, Necessary or Proper as used herein shall be interpreted solely by the State of Missouri.

Request for Proposal (RFP) means the solicitation document issued by Purchasing to potential vendors for the purchase of equipment, supplies, and/or services as described in the document. The definition includes the following sections: Introduction and Background Information; Scope of Work; Terms and Conditions (“terms and conditions” and “Terms and Conditions” are used interchangeably throughout the RFP); General Contractual Requirements; and Vendor Submission, Evaluation, and Award Information; and the RFP Vendor Response Exhibits, Attachments, and Amendments of the RFP.

RSMo (Revised Statutes of Missouri) refers to the body of laws enacted by the Legislature which govern the operations of all agencies of the State of Missouri. Chapter 34 of the statutes is the primary chapter governing the operations of Purchasing.

Shall has the same meaning as the word must.

Should means that a certain feature, component and/or action is desirable but not mandatory.

State collectively referring to the state government and/or the agencies thereof.

Supplier has the same meaning as the word, vendor.

Vendor means the supplier, offeror, person, or organization that responds to an RFP by submitting a proposal with prices to provide the equipment, supplies, and/or services as required in the RFP document.

Technical Glossary:

Note: The terms “solution” and “system” are both used in the RFP to reference the overall solution required by the state. For the purposes of this RFP, the terms should be considered to be interchangeable.

Accuracy of Background Information:

Although an attempt has been made to provide accurate and up-to-date information, the State of Missouri does not warrant or represent that the background information provided herein reflects all relationships or existing conditions related to this RFP.

****END OF INTRODUCTION AND BACKGROUND INFORMATION SECTION****

SCOPE OF WORK SECTION

General Requirements:

The contractor shall provide offender communication services for the Department of Corrections (hereinafter referred to as state agency) in accordance with the provisions and requirements stated herein and to the sole satisfaction of the state agency.

For the services required herein a separate contract shall be awarded for each of the following categories.

Category One (1) – Offender Communication System Category Two (2) – Offender Financial Services Category Three (3) – AI Powered Text Messaging Application

Contractor’s Obligation: Unless otherwise specified herein, the contractor shall furnish and maintain all material, labor, facilities, equipment, and supplies necessary to perform the services required herein.

Minimum Experience Requirements:

Category One (1) - Offender Communication System: The contractor must have designed, implemented, and managed at least one (1) multi-institutional networked offender communication system with similar volumes of phone calls, digital mail, and tablet services as required herein.

Category Two (2) - Offender Financial Services: The contractor must have designed, implemented, and managed at least one (1) multi-institutional networked offender financial system with similar volumes of deposits and offender releases as required herein.

Category Three (3) - AI Powered Text Messaging Application: The contractor must have designed, implemented, and managed at least one (1) multi-institutional networked system as the prime contractor.

Key Personnel Qualifications and Personnel Requirements:

The contractor shall include the following dedicated key personnel to administer contract requirements for All Categories:

Implementation Manager – The Implementation Manager must have a minimum of two (2) years of experience with the company and must have implemented at least one (1) multi-institutional networked system. The Implementation Manager shall be responsible for day-to-day management and oversight of the project implementation.

Project Manager – The Project Manager must be certified by a recognized project management organization and must have a minimum of two (2) years of experience managing large scale communication projects. The contractor must provide a Project Manager for implementation of initial services stated herein and any future services added by the state agency.

Account Manager – The Account Manager must have a minimum of two (2) years of experience with the company.

Technical Lead - The Technical Lead shall have two (2) years of experience with the company and shall be a subject matter expert in the field of service.

The contractor shall include the following dedicated key personnel to administer contract requirements for Category 1:

Contract Liaison – The offender communication system’s Contract Liaison shall only be assigned duties related to the state agency and must be located in Missouri. The Contract Liaison must have a minimum of two (2) years of experience in the correction’s industry providing services to agencies similar in size to the state agency. The contractor shall understand and agree state agency will assist in the hiring/selection process of the Contract Liaison. The Contract Liaison responsibilities may include managing the Field Service Technicians, responding to offender grievances, and handling priority staff and offender tickets.

Field Service Technicians – The offender communication system’s contractor shall have ten (10) Field Service Technicians to resolve phone, kiosk, and tablet issues. Each Field Service Technician must be located in Missouri.

Canine Handlers – Canine handlers shall have valid and current certification in at least one (1) of the following or comparable as approved by the state agency:

The contractor staff must coordinate all communication and activities related to the contract and scope of work through the state agency program manager. The contractor shall conduct quarterly business meetings with the state agency. Meeting topics shall include outstanding areas of concern, items on the roadmap and review of quarterly statistics.

1.1.6 The contractor shall provide written responses to the state agency on offender grievances regarding services covered by the contract within 15 calendar days of a request.

1.1.7 The contractor shall provide sufficient, qualified personnel to support the implementation and operation of the system who must have excellent English communication skills. The contractor’s personnel should be located on-site through the implementation of the system if required by the state agency.

1.1.8 The state reserves the right to approve any staff and subcontractors assigned by the contractor.

1.1.9 Upon receiving written notification from the state agency of contractor personnel performance-related issues, the contractor shall either immediately cure any performance-related issues by such staff, including possible misconduct, or provide prompt replacement of applicable staff providing services under the contract, pursuant to the substitution of personnel requirements herein. However, if required by the state agency, due to the severity of the circumstance, the contractor must provide prompt replacement of applicable staff members without being given an opportunity to cure staff misconduct.

1.1.10 Once contractor staff is approved by the state agency and is meeting contract requirements, the contractor shall make reasonable efforts to keep staff changes to a minimum. If the contractor makes a staff substitution, the contractor must assume responsibility to fully train the staff substitute on all aspects of the project, including business and technical requirements, such that the staff substitute has a reasonable understanding of the project prior to beginning work.

1.1.11 Key Personnel Changes - The contractor shall notify the state agency program manager within ten (10) days of any contractor or sub-contractor staff changes and shall submit their resumes for state agency review. The proposed key personnel replacements must meet the same mandatory qualifications as required in the original solicitation. The key personnel responsible for implementation, support, training, and maintenance and operations must be approved by the state agency prior to working on the contracted services.

Background Checks: Prior to providing services under the contract, the contractor must ensure personnel (including any third-party personnel) pass standard background checks equal to those required by the state agency for employees, and if required by the state to address an audit, the contractor must attest whether all applicable employees passed background checks performed in accordance with the contractor’s standard background check process. The contractor shall be responsible for all costs associated with background checks. The state agency reserves the right to require the contractor to provide evidence of employees and all sub-contractors and their employees passing a background check. Link to MSHP Criminal Record Check website: http://www.mshp.dps.missouri.gov/MSHPWeb/PatrolDivisions/CRID/crimRecChk.html. The standard background check shall be a nationwide fingerprint check through Missouri State Highway Patrol completed at a frequency determined by the state.

The contractor’s Field Service Technicians shall be required to attend and complete state and facility orientation training. The contractor shall understand and agree such orientation and training shall be conducted at a correctional facility where the staff are working.

The contractor shall ensure all contract staff who perform duties in facilities under the contract are tested for tuberculosis (TB) prior to the start of service delivery, as appropriate, and screened/tested annually thereafter as required by state agency policies and procedures.

General Requirements:

The offender communication system shall be capable of the following:

Allow offenders to place calls;

Allow digital and scanned mail communication between outside parties and offenders;

Allow offenders to participate in video visits from authorized outside parties;

Allow offenders to access tablets and tablet applications;

Provide administrative and technical support for the provided products and services; and Allow international customers to utilize all services provided in the offender communication system.

The contractor shall provide, install, and maintain hardware and software for the state agency facilities identified in Attachment 1 and Attachment 2.

The state agency reserves the right to modify Attachment 1 if a business need occurs without any additional cost to the agency.

The state agency may require the contractor to add or delete equipment at the facilities indicated in Attachment 2 without additional cost to the state agency.

The contractor must utilize new equipment.

At minimum, field service technicians shall visit each facility once a week to provide support for phones, tablets, kiosks, and infrastructure.

All software components must be accessible to all state agency end users for a minimum of the hours of 6:00 a.m.-6:00 p.m. Central Time, 7 days a week with a 99.9% uptime guarantee.

All public facing software components must be accessible 24 hours a day, seven days a week and with a 99.9% uptime guarantee, except for scheduled maintenance that has been mutually agreed upon between the contractor and the state.

The contractor must provide any system modifications or additions necessary to enable the system to operate according to all technical and performance specifications presented herein at no additional cost to the state agency.

At no additional charge to the state, the contractor must provide online connectivity in order to proactively monitor and maintain the offender communication system at each state agency facility identified in Attachment 1. The contractor must not utilize dial-up connectivity in order to monitor and maintain the system. The contractor must be able to perform remote diagnostics to determine if a problem is with the equipment or infrastructure.

Single Point of Contact: The contractor must function as the single point of contact for the state, regardless of any subcontract arrangements for all products and services. This shall include assuming responsibility and liabilities for all issues relating to all hardware, software and services provided.

Any contracting arrangements established with third-party providers shall be independent of the services provided through the contract. The contractor shall manage all third-party relationships without interaction by the state agency, except when necessary.

All contractor and subcontractor staff providing services to the state must be authorized to work in the United States in accordance with applicable federal and state laws and regulations.

No offshore services should be performed under the resulting contract(s). If offshore services are proposed, they must comply with conditions of Executive Order 04-09.

No state data shall be stored, transmitted or accessed outside the Continental United States under the resulting contract(s).

All pricing must be firm, fixed for the duration of the contract, and in compliance with FCC and State of Missouri Public Service Commission regulations. No additional fees or discretionary fees may be charged to the offenders and customers in excess of the pricing identified in Exhibit C, except local, state, and federal fees/taxes.

Contractor website(s) must notify customers of all possible charges that may be assessed (i.e. setup fee, per minute rate for each call type, automated payment fee, live agency fee, etc.).

The contractor shall notify the state agency in writing if its intellectual property, business, or all of its assets are acquired by a third-party and identify the third-party.

Fiscal Requirements:

The contractor shall maintain an accurate, verifiable recording system and tracking system for substantiating payments to the state.

The contractor shall be responsible for continuation of payments, so long as the contract is in effect, during the contract period.

FCC Rate Additive: The contractor shall make the FCC rate additive payment to the Department of Corrections on a monthly basis. The contractor shall include the $0.02 FCC rate additive in the applicable pricing page line items on contactor’s prices indicated on the Pricing Page. The contractor shall understand and agree the $0.02 FCC rate additive cannot change without the FCC amending the ruling and a subsequent contract amendment shall follow.

Commissions: The contractor shall make a twenty percent (20%) commission payment on all services, not to include phone minutes, video visits, digital scanned postal mail, EFT deposits and offender release cards. Commission payments shall be paid to the Department of Corrections, on a monthly basis.

Service Level Agreement: The contractor shall make SLA payments to the Department of Corrections within thirty (30) days of the assessment.

The contractor shall mail payments to:

Missouri Department of Corrections Attn: Gil Long PO Box 1609 Jefferson City, MO 65102

The State of Missouri shall bear no responsibility for fraudulent charges or uncollectible charges.

Contractor Roles and Responsibilities:

The contractor shall comply with all legislative requirements imposed by the State for all systems and services provided throughout the term of this contract.

The contractor shall be responsible for managing subcontractors and ensure the subcontractors follow the policies, regulations, and guidelines set forth in the contract and the state agency policies.

The contractor shall ensure that any subcontractor personnel working at a state agency facility have an onsite manager to supervise and report progress to the state agency.

The contractor shall manage, coordinate, monitor, and report on all project activities conducted by contractor and subcontractor personnel.

Technology Refresh Requirements:

The contractor shall provide an effective Technology Refresh Policy that ensures relevant and timely upgrades and adheres to the manufacturer’s standards and industry best practices. The Policy shall protect all equipment and infrastructure from obsolescence and the ability to meet expansion requirements. The contractor shall provide a plan for equipment and infrastructure upgrades to keep up with future application and user demands and prevent system failures and service interruptions. The contractor shall properly dispose of equipment including destruction of data by degaussing, using commercially available erasure tools, or physically destroying media (burn, melt, or securely shred).

Availability of Technology and Additional Service Items:

The contractor shall evolve, supplement, and enhance the goods and services provided in the normal course of business and that which is in scope of the contract during the term of this contract, both to keep pace with and utilize technological advancements and improvements in the method of delivering technology and communication-related services and the pricing thereof. The contractor must acknowledge that this environment is critical to the state agency’s business success, and that the state agency’s needs and requirements with regard to the communications environment may evolve and change over time, and that the need for enhanced or modified functionality may arise. Therefore, during the term and within contract scope, either party may suggest enhancements or additional required goods or services, modifications, cost saving items, or items that might be considered to keep pace with and/or to take advantage of the latest and most useful technological advancements and improvements in contractor performance.

The state agency may request software enhancements. The contractor must present an implementation plan to include a timeline detailing installation with start and end dates within a timeframe mutually agreed to by the contractor and state agency. Software Enhancement shall be fully operational by a go-live date approved by the state agency.

If enhancements do not substitute, replace, modify or improve goods or services already being received by the state agency under this contract, but instead add to additional material functionality and features, the contractor must make such enhancements available to the state agency under the existing contract through a written amendment. Enhancement proposals must provide a 1) business case that includes potential users and technical requirements, if any, and 2) competitive pricing that includes market analysis that illustrates cost benefits and cost justification.

The contractor shall provide written notification to the state agency upon discovery that parts and equipment are no longer available (end-of-life-new-sales). The contractor shall work with the state agency to determine acceptable alternatives.

The contractor shall update any applicable marketing plans used in connection with the proposed enhancements. The contractor understands that the state agency is solely responsible for approval of the enhancement proposals and agrees, absent an approved amendment from the contract authorized state agency or State’s designated authority; enhancements must not be added to this contract. Nothing in this Section shall prohibit the state agency from pursuing or obtaining the same or similar enhancements with or from other providers or requiring that certain enhancements may only be obtained from certain providers.

Category 1 - Offender Communication System

Offender Communication System - Phone Requirements:

1.1.12 The state agency may, at no additional charge to the state, require the offender communication system contractor to install booth-to-booth telephones in non-contact visiting areas. These telephones shall have the same recording capabilities as described herein. The state agency estimates there are 120 non-contact booths located in various institutions throughout the state.

The offender must input their PIN number (described herein), when using non-contact phones in order to identify the offender.

1.1.13 The offender communication system shall include telephones for the Probation and Parole facilities listed on Attachment 1.

Phones at the Transition Center of St. Louis shall include free calls to area codes 314, 573, 618, 636, and 730.

Phones at the Transition Center of Kansas City shall include free calls to area codes 660, 816, 913, and 975.

All other calls from Probation and Parole facilities listed in Attachment 1 shall be paid by the state agency. The state agency reserves the right to limit calls.

Offender Call Requirements:

The offender communication system must be capable of handling collect, debit and pre-paid calls. These call types shall hereinafter be referred to as a “call”.

Collect Call: A collect call shall consist of the offender placing a call through the offender communication system that is billed to the party accepting the call by either the contractor or third-party carrier.

If the collect call is billed by the contractor, the contractor may require the called party to submit to a credit or background check before the called party is able to receive collect calls.

A called party must have the ability to establish a direct bill call account (i.e. public defender’s office or someone who does not want to set up a pre-paid or debit account). The direct bill call account must allow a called party to accept collect calls and receive a monthly bill from the contractor.

Debit Call: A debit call shall consist of the offender purchasing phone time through the offender banking system before placing a call through the offender communication system.

Pre-paid Call: A pre-paid call shall consist of the called party (offender’s family/friends) establishing a pre-paid account with the contractor to receive telephone calls from an offender.

The contractor must make all call types available for use under the contract and not coerce an offender or the called party from utilizing a particular call type.

The features and requirements outlined herein shall be applicable to all calls placed through the offender communication system, including local calls, calls within the Local Access Transport Area {intraLATA}, calls outside the Local Access Transport Area {interLATA}, interstate calls, and international calls.

The offender communication system shall allow one-way, out-going service only, preventing any offenders from receiving incoming calls.

The offender communication system must have…