RFP7542 2010-04-01 Sacramento County ITS RFP.doc

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RFP7542 2010-04-01 Sacramento County ITS RFP.doc

  1. 1. REQUEST FOR PROPOSAL – THIS IS NOT AN ORDER COUNTY OF SACRAMENTO SHERIFF & PROBATION DEPARTMENTS CORRECTIONAL AND COURT SERVICES 711 G Street, Room 401 Sacramento, CA 95814 http://www.saccountybids.net/Current_Bids.htm REQUEST FOR PROPOSAL NUMBER: #7542 ISSUE DATE: April 1, 2010 DESCRIPTION OF REQUESTED GOODS OR SERVICES: INMATE TELEPHONE SERVICES Return signed original response, along with 5 copies in a sealed box, clearly marked on outside with proposal number, to: Lt. Gary Ilg at the address specified in Section 3 of this RFP. PROPOSALS MUST BE SIGNED, RECEIVED AND TIME-STAMPED PRIOR TO THE DATE AND TIME INDICATED BELOW. RESPONSES WILL NOT BE ACCEPTED AFTER 3:00 P.M. ON Friday, May 28, 2010. Proposal responses will be considered valid for a period of 120 calendar days after closing date above. For additional information, contact: Lieutenant Gary Ilg , gilg@sacsheriff.com (916) 874-7166 Do Not Contact Other Department Personnel. COUNTY DELIVERY ADDRESS FOR GOODS OR SERVICES RESULTING FROM THIS REQUEST: There Are Multiple Locations For This Service. See RFP Details. FAILURE TO SIGN THIS PAGE WILL DISQUALIFY YOUR RESPONSE The undersigned offers and agrees to furnish the articles and/or services listed in this document at the prices and terms stated, subject to the General Terms & Conditions of this Request: Firm Name: _____________________________________________ F.O.B. Point: Destination Street Address: __________________________________________ Delivery Date: No Later Than _________ Calendar Days ARO City, State, Zip Code: _____________________________________ Telephone: _____________________________________________ Invoice Payment Terms: ______________________________ Fax: ___________________________________________________ State of California Certified Small/Micro Business? Y N E-Mail: ________________________________________________ If yes, enter certification number: _______________________ Proposer Contact: _________________________________________ AUTHORIZED SIGNATURE & DATE: ________________________________________________ ALL SPECIFICATIONS, TERMS AND CONDITIONS OF THIS REQUEST WILL APPLY TO ANY RESULTING ORDER.
  2. 2. 1. INTRODUCTION 1.1. Statement of Purpose 1.1.1.Sacramento County intends to secure a contract for the provision of inmate telephone service and audio recording of visitation sessions at the Sheriff’s Department and Probation Department facilities which are listed in Section 4.6.5. The Vendor shall install, operate and maintain jail inmate telephones and related equipment. The Vendor shall, without cost to the County, provide all inside wiring for the inmate and visitation telephones, install the inmate and visitation telephones, and the related hardware and software/firmware specifically identified herein, to enable inmates at the Facilities to make auto-collect local, long distance, debit local, long distance and international calls and/or pre-paid local, long distance and international calls from the Facilities as well as the completion of visitation sessions. 1.1.2.Sacramento County works with Praeses, LLC (“Praeses”) as its independent and objective management company (“Designated Agent”) relative to the County’s inmate telephone environment. Vendors responding to this RFP shall accept the County’s direction in working with the County’s Designated Agent. 1.1.3.If there are any installation requirements over and beyond those already provided at each site that are necessary for the operation of any inmate telephone, such requirements will be supplied at the expense of the Vendor and clearly outlined in their proposal. 1.2. Scope of Service 1.2.1.The County is seeking to replace and upgrade the inmate telephone systems at the County adult and juvenile correctional facilities as well as visitation handsets and equipment capable of audio recording. The Vendor shall install and operate prison/jail inmate and visitation telephones and related equipment. The Vendor shall, without cost to the County, provide all inside wiring for the inmate and visitation telephones, install the inmate and visitation telephones and maintain the related hardware and software/firmware specifically identified herein, to enable inmates at the Facilities to make auto-collect local, long distance, debit local, long distance and international calls and/or pre-paid local, long distance and international calls from the Facilities as well as the completion of visitation sessions. 1.3. Contract Duration 1.3.1.The County will award a contract for a period of three (3) years. The contract shall remain in force for an initial term of three (3) years and shall not bind, nor purport to bind the County for any contractual commitment in excess of the initial term. However, the County shall have the right to renew the contract for two (2) additional one (1) year terms, with thirty (30) days written notice to Vendor prior to the expiration of the initial term or renewal term of the contract. 1.3.2.An extension of the term of this contract will be accomplished through an amendment to the contract. If the extension of the contract necessitates additional revenue and funding beyond that which was included in the original contract, the increase in the County’s
  3. 3. maximum liability will also be affected through an amendment to the contract and shall be based upon rates provided for in the original contract and proposal and/or negotiated contract extension incentives. 1.4. Letter of Intent to Propose Vendor shall complete Appendix E “Letter of Intent to Propose” to indicate Vendor's intent to respond to this RFP with a proposal. Appendix E shall be sent to the RFP Coordinator by the date specified in the Schedule of Events (please refer to Section 2). Vendor may withdraw its “Letter of Intent to Propose” at any time before the deadline for submitting a proposal. 1.5. Proposal Deadline 1.5.1.Proposals shall be submitted no later than the Proposal Deadline time and date detailed in the Schedule of Events (please refer to Section 2). Vendors shall respond to the written RFP and any exhibits, attachments, or amendments. A Vendor's failure to submit a proposal as required before the deadline shall cause the proposal to be disqualified. 1.5.2.Vendors assume the risk of the method of dispatch chosen. The County assumes no responsibility for delays caused by any delivery service. Postmarking by the due date shall not substitute for actual proposal receipt by the County. Late proposals shall not be accepted nor shall additional time be granted to any potential Vendor. 1.5.3.Proposals may not be delivered orally, by facsimile transmission, or by other telecommunication or electronic means. 1.6. Non-discrimination No person shall be excluded from participation in, be denied benefits of, be discriminated against in the admission or access to, or be discriminated against in treatment or employment in the County’s contracted programs or activities on the grounds of disability, age, race, color, religion, sex, national origin, or any other classification protected by federal or California State Constitutional or statutory law; nor shall they be excluded from participation in, be denied benefits of, or be otherwise subjected to discrimination in the performance of contracts with the County or in the employment practices of the County’s contractors. Accordingly, all Vendors entering into contracts with the County shall, upon request, be required to show proof of such nondiscrimination and to post in conspicuous places, available to all employees and applicants, notices of nondiscrimination. 1.7. Assistance to Vendors with a Disability Vendors with a disability may receive accommodation regarding the means of communicating this RFP and participating in this procurement process. Vendors with a disability should contact the RFP Coordinator listed in Section 3 to request reasonable accommodation no later than the deadline for accommodation requests detailed in the Schedule of Events outlined in Section 2. Page 3 of 70
  4. 4. 2. SCHEDULE OF EVENTS 2.1. Schedule of Events The following Schedule of Events represents the County's best estimate of the schedule that shall be followed. Unless otherwise specified, the time of day for the following events shall be between 8:00 a.m. and 5:00 p.m., local Pacific Time: Release of the RFP 04/01/2010 Deadline for Letter of Intent to Propose 04/08/2010 Deadline for Accommodation Requests 04/08/2010 Deadline for Site Evaluation Forms 04/12/2010 Pre-Proposal Meeting / Site Evaluation – Part 1 04/28/2010 Pre-Proposal Meeting / Site Evaluation – Part 2 04/29/2010 Deadline for Written Questions from Vendors Regarding the RFP 05/06/2010 Dissemination of Written Questions and Answers 05/17/2010 Deadline for Proposals 05/28/2010 Onsite Interviews/Demonstration 07/14/2010 Tentative Notification of Award 08/05/2010 Tentative Completion Date for Installation 10/27/2010 2.2. Adjustments to the Schedule of Events The County reserves the right, at its sole discretion, to adjust this schedule as it deems necessary. Notification of any adjustment to the Schedule of Events shall be provided to all vendors that submitted a Letter of Intent to Propose. 3. GENERAL INFORMATION 3.1. RFP Coordinator The following RFP Coordinator shall be the main point of contact for this RFP: Lieutenant Gary Ilg Correctional and Court Services Sacramento County Sheriff’s Department 711 “G” Street Sacramento, California 95814 (916) 874-7166 gilg@sacsheriff.com 3.2. RFP Number The County has assigned the following RFP identification number that must be referenced in all communications regarding the RFP: #7542. Page 4 of 70
  5. 5. 3.3. Communications Regarding the RFP 3.3.1.Upon release of this RFP, all vendor communications concerning this procurement must be directed to the RFP Coordinator. Unauthorized contact regarding the RFP with other County employees may result in disqualification. 3.3.2.All communications should be in writing to the RFP Coordinator. Any oral communications shall be considered unofficial and nonbinding on the County. Written comments, including questions and requests for clarification, must cite the RFP number and section number within the RFP. The RFP Coordinator must receive these written requests by the deadline specified in the RFP Schedule of Events listed in Section 2. Vendors are required to compile all questions into a single comprehensive document for submission to the RFP Coordinator. 3.3.3.Vendor may not contact any County employee or any employee at the Facilities listed in Section 4.6.5 during the solicitation and evaluation process. Inappropriate contacts are grounds for suspension and/or exclusion from this RFP. All questions must be in a written format and submitted in writing to the RFP coordinator listed in Section 3.1. 3.3.4.The County shall respond in writing to written communications. Such response shall constitute an amendment to the RFP. Only written responses to written communications shall be considered official and binding upon the County. The County reserves the right, at its sole discretion, to determine appropriate and adequate responses to written comments, questions, and requests for clarification. 3.3.5.The County shall provide copies of its written responses to written comments to all Vendors submitting a Letter of Intent to Propose. 3.3.6.Any historical data or factual information provided by the County shall be deemed for informational purposes only. If a proposer relies on said factual historical information it should independently verify the likelihood of these volumes or conditions continuing or obtain the County’s written consent to rely thereon. 3.4. Required Review and Waiver of Objections by Vendors 3.4.1.Vendors should carefully review this RFP and all attachments for comments, questions, defects, objections, or any other matter requiring clarification or correction (collectively called “comments”). Comments concerning RFP objections must be made in writing and received by the County no later than the Deadline for Written Comments detailed in the Schedule of Events. This will allow issuance of any necessary amendments and help prevent the opening of defective proposals upon which contract award could not be made. 3.4.2.Protests based on any objection shall be considered waived and invalid if these faults have not been brought to the attention of the County, in writing, by the Deadline for Written Comments. 3.5. Proposal Submittal Page 5 of 70
  6. 6. 3.5.1.Vendors shall respond to this RFP with a proposal that addresses the services and information requested. One (1) original and five (5) hard copies of the proposal must be delivered to the RFP Coordinator at the address listed in Section 3.1 and by 3:00 p.m. PST on the date identified as the Deadline for Submitting a Proposal in the RFP Schedule of Events listed in Section 2. The outside of Vendor’s RFP response must be marked “ITS – RFP # 7542 - Do Not Open”. If the proposal, marked as required above, is enclosed in another container for mailing purposes, the outermost container must fully describe the contents of the package and must be clearly marked: “Contains Separately Sealed Proposal”. In addition, an electronic version must be provided on a CD which should be part of the original RFP proposal. 3.5.2.Each Vendor must provide all documentation required. Responses should follow the same numerical sequence and structure as this RFP. A complete response for each section and numbered condition of the RFP must be provided by Vendor. If Vendor is in full compliance with the section or numbered condition, the appropriate response is, “Read, agreed and will comply.” Otherwise, Vendor’s response should state, “Read and do not comply.” Any exceptions to this RFP, where Vendor’s response is “Read and do not comply” must be addressed in an Exceptions Addendum to Vendor’s RFP response. 3.5.3.Some of the conditions or numbered sections will require explanation by the Vendor. Please provide exhibits and/or visual aids that clearly reference specific conditions. 3.5.4.Vendor is required to submit a commission proposal on the current calling rates specified in Appendix D and may also propose alternative calling rates in the additional table provided. 3.5.5.Acceptance period, as used in this provision, means the number of calendar days available to the County for awarding a Contract from the Response Due Date. The County requires a minimum acceptance period of one hundred and twenty (120) calendar days. A response with less than the minimum acceptance period may be rejected. Vendors may specify a longer period than the minimum requirement. 3.5.6.In compliance with this RFP, if this proposal is accepted within the acceptance period, the Vendor agrees to furnish any or all items or services upon which prices are proposed for each item, and under the terms and conditions specified herein. A contract shall be created by the County for execution by the County and Vendor which will incorporate the required terms and conditions as outlined in this RFP and any addendums. 3.5.7.Vendor must submit a current annual report, and/or last two quarterly audited financial reports, along with a statement of financial condition. (Please state if the Vendor has operated under a different name in the past three (3) years. Please indicate if the company is for sale or is considering an acquisition or merger in the next six (6) months.) 3.5.8.Vendor must submit a disclosed synopsis of any litigation associated with the Vendor or the Vendor’s Inmate Telephone System. Please provide venue, style of case and status of litigation. Page 6 of 70
  7. 7. 3.6. Proposal Preparation Costs The County shall not pay any costs associated with the preparation, submittal, or presentation of any proposal. All costs and expenses relating to the preparation, production, handling, reproduction, administration of the proposal and its submission are to be borne solely by the Vendor. All records, documents and information collected and/or maintained by others in the course of the preparation of this proposal shall be made accessible to the County for purposes of inspection, reproduction, and audit without restriction. Vendor shall agree that the County and/or its Designated Agent may audit, examine, and copy any and all non-proprietary books, records and information relating to the proposed Vendor’s services at no cost to the County. Also responding Vendors must maintain all records until a successful Vendor has been announced and/or a Contract has been awarded. 3.7. Proposal Withdrawal To withdraw a proposal, the Vendor must submit a written request, signed by an authorized representative, to the RFP Coordinator. After withdrawing a previously submitted proposal, the Vendor may submit another proposal at any time up to the deadline for submitting proposals. 3.8. Proposal Amendment The County shall not accept any amendments, revisions, or alterations to proposals after the deadline for proposal submittal unless such is formally requested, in writing, by the County. 3.9. Proposal Errors Vendors are liable for all errors or omissions contained in their proposals. Vendors shall not be allowed to alter proposal documents after the deadline for submitting a proposal. 3.10.Incorrect Proposal Information If the County determines that a Vendor has provided, for consideration in the evaluation process or contract negotiations, incorrect information which the Vendor knew or should have known was materially incorrect, that proposal shall be determined non-responsive, and the proposal shall be rejected. 3.11.Prohibition of Vendor Terms and Conditions A Vendor may not submit the Vendor’s own contract terms and conditions in a response to this RFP. If a proposal contains such terms and conditions, the County, at its sole discretion, may determine the proposal to be a non-responsive counteroffer, and the proposal may be rejected. 3.12.Assignment and Subcontracting 3.12.1.Vendor shall obtain prior written approval from the County before subcontracting any of the services delivered under this Contract. Vendor remains legally responsible for the performance of all contract terms including work performed by third parties under subcontracts. Any subcontracting will be subject to all applicable provisions of this Contract. Vendor shall be held responsible by the County for the performance of any subcontractor whether approved by the County or not. Page 7 of 70
  8. 8. 3.12.2.This Contract is not assignable by Vendor in whole or in part, without the prior written consent of the County. 3.13.Right to Refuse Personnel The County reserves the right to refuse, at its sole discretion, any subcontractors or any personnel provided by the prime contractor or its subcontractors. 3.14.Background and Security Investigations Background and security investigations of the Vendor will be required as a condition of beginning and continuing work under any resulting contract. The Sheriff’s Department and Probation Department will conduct background and security checks before work begins. Vendor will be required to provide valid identifying information for its employees and/or subcontractors. 3.15.Proposal of Alternate Services Proposals of alternate services (i.e., proposals that offer something different from that requested by the RFP) shall be considered non-responsive and rejected. 3.16.Proposal of Additional Services If a Vendor indicates an offer of services in addition to those required by and described in this RFP, these additional services may be added to the contract before contract signing at the sole discretion of the County. 3.17.Independent Price Determination 3.17.1.A proposal shall be disqualified and rejected by the County if the price in the proposal was not arrived at independently without collusion, consultation, communication, or contract as to any matter relating to such prices with any other Vendor, a County employee, or any competitor. 3.17.2.The Vendor is prohibited from submitting more than one proposal. Submittal of more than one proposal shall result in the disqualification of the Vendor. This does not apply to the request for a variant commission offer based on alternative calling rates specified in Appendix D. 3.17.3.The Vendor is prohibited from submitting multiple proposals in a different form (i.e., as a prime contractor and as a subcontractor to another prime contractor). Submittal of multiple proposals in a different form may result in the disqualification of all Vendors associated with a multiple proposal. 3.17.4.Should any such prohibited action be detected any time during the term of the contract, such action shall be considered a material breach and grounds for contract termination. Page 8 of 70
  9. 9. 3.18.Insurance 3.18.1.The apparent successful Vendor may be required to provide proof of adequate worker’s compensation and public liability insurance coverage before entering into a contract. Additionally, the County may, at its sole discretion, require the apparent successful Vendor to provide proof of adequate professional malpractice liability or other forms of insurance. Failure to provide evidence of such insurance coverage is a material breach and grounds for termination of the contract negotiations. Any insurance required by the County shall be in form and substance acceptable to the County. Please refer to Appendix C. 3.18.2.Vendor must submit documentation that the Vendor is certified to do business in the State of California. 3.18.3.Vendor must submit demonstration that all necessary requirements of the Public Utilities Commission and the FCC are met. 3.18.4.The Vendor shall comply with all applicable laws, rules, regulations, and orders of any authorized agency, commission, unit of the federal government, state, county, or municipal government at no cost to the County. The Vendor shall be authorized by the appropriate governing body and/or regulatory agency to be an Inmate Telephone Service Provider. 3.18.5.Vendor shall provide any and all notices as may be required under the Drug-Free Workplace Act of 1998, 28 CFR Part 67, Subpart F, and applicable County subsequent law, to their employees and all subcontractors to insure the County maintains a drug free workplace. The County reserves the right to review drug testing of Vendor’s personnel involved. The County may require, at Vendor’s expense, drug testing of Vendor’s personnel if no drug testing records exist or if such test results are older than six (6) months. 3.19.Licensure Before a contract pursuant to this RFP is signed, the Vendor must hold all necessary, applicable business and professional licenses. The County may require any or all Vendors to submit evidence of proper licensure. 3.20.Conflict of Interest and Proposal Restrictions 3.20.1.By submitting a proposal, the Vendor certifies that no amount shall be paid directly or indirectly to an employee or official of the County as wages, compensation, or gifts in exchange for acting as an officer, agent, employee, subcontractor, or consultant to the Vendor in connection with the procurement under this RFP. 3.20.2.Notwithstanding this restriction, nothing in this RFP shall be construed to prohibit a County agency or other governmental entity from making a proposal, being considered for award, or being awarded a contract under this RFP. 3.20.3.County agencies shall not contract with an individual who is, or within the past six months has been, an employee of the County. An individual shall be deemed a County Page 9 of 70
  10. 10. employee until such time as all salary, termination pay, and compensations representing annual or compensatory leave have been paid by the County. A contract with a company in which a controlling interest is held by a County employee shall be considered to be a contract with said individual and shall be prohibited. 3.20.4.Any individual, company, or other entity involved in assisting the County in the development, formulation, or drafting of this RFP or its scope of services shall be considered to have been given information that would afford an unfair advantage over other Vendors, and said individual, company, or other entity may not submit a proposal in response to this RFP nor assist a Vendor in submitting a proposal. 3.21.RFP Amendment and Cancellation The County reserves the unilateral right to amend this RFP in writing at any time. The County also reserves the right to cancel or reissue the RFP at its sole discretion. If an amendment is issued it shall be provided to all vendors submitting a Letter of Intent to Propose. Vendors shall respond to the final written RFP and any exhibits, attachments, and amendments. 3.22.Right of Rejection 3.22.1.The County reserves the right, at its sole discretion, to reject any and all proposals or to cancel this RFP in its entirety. 3.22.2.Any proposal received which does not meet the requirements of this RFP may be considered to be non-responsive, and the proposal may be rejected. Vendors must comply with all of the terms of this RFP and all applicable State and County laws and regulations. The County may reject any proposal that does not comply with all of the terms, conditions, and performance requirements of this RFP. 3.22.3.Vendors may not restrict the rights of the County or otherwise qualify their proposals. If a Vendor does so, the County may determine the proposal to be a non-responsive counteroffer, and the proposal may be rejected. 3.22.4.The County reserves the right, at its sole discretion, to waive variances in technical proposals provided such action is in the best interest of the County. Where the County waives minor variances in proposals, such waiver does not modify the RFP requirements or excuse the proposer from full compliance with the RFP. Notwithstanding any minor variance, the County may hold any Vendor to strict compliance with the RFP. 3.23.Disclosure of Proposal Contents All proposals and other materials submitted in response to this RFP procurement process become the property of the County of Sacramento. Selection or rejection of a proposal does not affect this right. All proposal information, including detailed price and cost information, shall be held in confidence during the evaluation process. The proposals and associated materials shall be open for review by the public to the extent allowed by the California Public Records Act, (Government Code Section 6250-6270 and 6275-6276.48) upon the final award of the contract and signed by all authorized parties. By submitting a proposal, Page 10 of 70
  11. 11. the Vendor acknowledges and accepts that the contents of the proposal and associated documents shall become open to public inspection. 3.24.Proprietary Information The master copy of each proposal shall be retained for official files and will become public record after the award of a contract unless the proposal or specific parts of the proposal can be shown to be exempt by law (Government code §6276). Each Vendor may clearly label part of a proposal as "CONFIDENTIAL" if the Vendor thereby agrees to indemnify and defend the County for honoring such a designation. The failure to so label any information that is released by the County shall constitute a complete waiver of all claims for damages caused by any release of the information. If a public records request for labeled information is received by the County, the County will notify the Vendor of the request and delay access to the material until seven working days after notification to the Vendor. Within that time delay, it will be the duty of the Vendor to act in protection of its labeled information. Failure to so act shall constitute a complete waiver. 3.25.Severability If any provision of this RFP is declared by a court to be illegal or in conflict with any law, the validity of the remaining terms and provisions shall not be affected; and, the rights and obligations of the County and Vendors shall be construed and enforced as if the RFP did not contain the particular provision held to be invalid. 3.26.Bond Requirements 3.26.1.Bid Bond Vendor shall be responsible for providing a Bid Bond or a Certified/Cashier’s Check with original RFP response. The Bid Bond or Certified/Cashier’s Check shall be in the amount Three Thousand Five Hundred Dollars ($3,500.00). Failure to submit the necessary bond requirements with the proposal will cause rejection of the proposal. Bid Bonds or Certified/Cashier’s Checks of the unsuccessful Vendors will be returned upon award of the bid. Fax copies are unacceptable. 3.26.2.Surety Bond The successful Vendor must furnish a Surety Bond (guarantying contract performance) in the form of a bond issued by a Surety Company authorized to do business in the State of California, a Cashier’s Check, or Irrevocable Letter of Credit payable to the County within ten (10) calendar days after award of the contract and prior to any installation work or equipment delivery. The Surety Bond must be made payable to the County in the amount of Two Hundred Fifty Thousand Dollars ($250,000.00) and will be retained during the full period of the contract and/or renewal terms. No personal or company checks are acceptable. The contract number (if applicable) and/or dates of performance must be specified on the Surety Bond. In the event that the County exercises its option to extend the contract for an additional period, the Vendor shall be required to maintain the validity and enforcement of the Surety Bond for the said period, pursuant to the provisions of this paragraph, in an amount stipulated at the time of the contract renewal. Page 11 of 70
  12. 12. 3.27.Mergers/Acquisitions 3.27.1 The Vendor expressly acknowledges that it is an independent contractor. Nothing in this RFP is intended nor shall be construed to create an agency relationship, an employer/employee relationship, a joint venture relationship, or any other relationship allowing the County to exercise control or direction over the manner or method by which the Vendor or its subcontractors perform hereunder. 3.27.2 The services to be performed by the Vendor shall not be assigned, sublet, or transferred without prior written approval of the County. 3.27.3 The successful Vendor shall be required to notify the County of any potential for merger or acquisition of which there is knowledge at the time that a proposal is submitted. Additionally, if subsequent to the award of any contract resulting from this RFP, the Vendor shall merge or be acquired by another firm, the following documents must be submitted to the County: 3.27.3.1Corporate resolutions prepared by the successful Vendor and new entity ratifying acceptance of the original contract, terms, conditions and process. 3.27.3.2 New Vendor’s Federal Identification Number (FEIN). 3.28.Discrepancy Should there be a discrepancy in the responses provided by Vendor to this RFP and the resulting contract, the terms and conditions contained in the contract and its amendments will prevail over the RFP and its addendums, and the RFP and its addendums will prevail over the responses to the RFP. 3.29.Public Agency Participation It is intended that any other public agency including those identified in the solicitation (i.e., city, district, public authority, public agency, municipality and other political sub-division or public corporation of California) located in California shall have the option to participate in any award made as a result of this solicitation. The County of Sacramento shall incur no financial responsibility in connection with orders issued by or delivered to by another public agency. Each public agency using this contract shall accept sole and full responsibility for placing of orders and making payments to the contractor. In addition to the above, the Vendor shall provide the same level of indemnification and insurance protection to each of the participating agencies ordering products and/or services under any award made as a result of this solicitation. 4. MANDATORY SYSTEM REQUIREMENTS 4.1. Installation Requirements 4.1.1.For each installation, the Vendor shall submit an implementation plan which shall include an installation schedule. Any initial installations must be completed within seventy-five (75) days of the date the County awards the Facilities to the Vendor. This implementation plan will become a part of the contract and must be followed. Page 12 of 70
  13. 13. 4.1.1.1.If any installation is not completed within the timeframe allowed in the agreed-upon implementation plan, Vendor may incur liquidated damages in the amount of three hundred dollars ($300.00) per day for each day beyond the installation date. In no event will natural disasters or acts of God cause Vendor to incur liquidated damages. 4.1.1.2.Should Vendor incur liquidated damages, the County will invoice Vendor. Payment of the invoice shall be made to the County within thirty (30) days of Vendor’s receipt of the invoice. 4.1.2.Turnkey Installation – The Vendor shall be responsible for all costs associated with the inmate telephone system and visitation sets, including purchase of equipment, installation, service, maintenance, voice network and transmission, data network, and day-to-day operation. This will include all wiring, new electrical circuit installations, cables, parts, software and physical installation at each facility. 4.1.3.The Vendor agrees to obtain the County’s written permission before proceeding with any work that requires cutting into or through girders, beams, concrete or tile floors, partitions or ceilings, or any work that may impair fireproofing or moisture proofing, or potentially cause any structural damage. 4.1.4.The Vendor agrees to assume responsibility for installation of the equipment in accordance with the specifications contained in the manufacturer's installation instructions. 4.1.5.The work under this RFP is to be performed, completed, and managed by the Vendor. The County SHALL NOT provide work-space for the Vendor. All work performed on the County’s premises shall be completed during the County’s standard business hours. 4.1.6.Use of existing or in-place conduit, raceways, cable ways, cable, inside wiring, telephone set mountings, switches, terminal boxes, and terminals within the Facilities are at the risk of the Vendor. No exposed wiring will be permitted. Ownership of any wiring or conduit placed under this contract by the Vendor becomes the County’s property upon termination and/or expiration of the contract. 4.1.7.The Vendor agrees that if any cabling work is required as part of any installation, all new cables shall be used and marked clearly and legibly at both ends, and must meet all applicable Electronic Industries Alliance/Telecommunications Industry Alliance (EIA/TIA) wiring standards for commercial buildings. 4.1.8.The Vendor shall install additional telephones (inmate and visitation) and monitoring and recording equipment as needed at no cost to the County. This includes expansion to the existing Facilities and any newly constructed Facilities. This shall be done throughout the contract term and all subsequent renewal terms. 4.1.9.The Vendor shall provide and install adequate surge and lightening protection equipment on all lines used for the inmate telephone service. Vendor shall be Page 13 of 70
  14. 14. responsible for maintaining, replacing or upgrading the surge and lightening protection at no cost to the County. 4.1.10.The Vendor shall clean up and remove all debris and packaging materials resulting from work performed. 4.1.11.The Vendor shall restore to original condition any damage to the County’s property caused by maintenance or installation personnel associated with the Vendor, including repairs to walls, ceilings, etc. 4.1.12.The Vendor agrees to install, repair and maintain all Vendor provided equipment and lines, including but not limited to any wiring or cable work required from the demarcation location throughout the Facilities at no cost to the County. All Vendor- provided equipment, installation, maintenance and repair costs as well as all costs or losses due to vandalism shall be the total responsibility of the Vendor. 4.1.13.Upon completion of the initial installation and any ongoing installations, Vendor must provide the County and its Designated Agent with a list of telephone numbers, equipment specifications and locations of each unit. 4.1.14.Vendor must indicate any environmental conditions required for the proposed call processing equipment. 4.1.15.Vendor must indicate the physical size of any call processing equipment to be installed at the Facilities. 4.1.16.The Vendor shall work with the County, its Designated Agent, and the incumbent Vendor to ensure an orderly transition of services and responsibilities under the contract and to ensure the continuity of the services required by the County. 4.1.17.Upon expiration, termination, or cancellation of the contract, the Vendor shall cooperate in an orderly transfer of responsibilities and/or the continuity of the services required under the terms of the contract to an organization designated by the County. The Vendor shall provide and/or perform any or all of the following responsibilities: 4.1.17.1.The Vendor acknowledges that the call records, call and visitation recordings, documentation, reports, data, etc., contained in the inmate telephone service are the property of the County. The Vendor agrees that the workstations shall become the property of the County after expiration, cancellation, or termination of this contract so that the County will have access to all the call records, call and visitation recordings, documentation, reports, data, etc. that are contained in the inmate telephone service. Further, the call detail records, call and visitation recordings, documentation, reports, data, etc. shall be provided to the County by Vendor in a workable, software- compatible format at no cost to the County. 4.1.17.2.The Vendor shall discontinue providing service or accepting new assignments under the terms of the contract, on the date specified by the County. The Vendor agrees to continue providing all of the services in accordance with the terms and conditions, requirements and specifications of Page 14 of 70
  15. 15. the contract for a period not to exceed ninety (90) calendar days after the expiration, termination or cancellation date. Commissions will be due and payable by Vendor to the County at the compensation rate provided in the contract until collect, debit and/or pre-paid calls are no longer handled by Vendor. 4.1.18.All inmate telephone service inside wiring shall become the property of the County at the conclusion of the contract. The Vendor agrees to remove its equipment at the conclusion of the contract in a manner that will allow the reuse of that wire distribution. 4.1.19.The County requires Vendor to have the capability to provide a turnkey solution including collect, debit and pre-paid collect calling. 4.2. Service and Support Requirements 4.2.1.Vendor RFP proposals/submissions must include a brief history detailing the capabilities and level of service that the Vendor can provide. 4.2.2.The successful Vendor shall be responsible for maintenance support on a twenty-four (24) hour, seven (7) day per week basis. All support personnel must be capable of completing a security screening prior to admittance to the Facilities. Telephone support shall be available to accept calls regarding maintenance twenty-four (24) hours a day, seven (7) days a week. 4.2.3.Vendor RFP proposals/submissions must include the names, addresses and telephone numbers of the personnel who will be maintaining, servicing and performing the work under this contact. Also include the names, addresses and telephone numbers of the personnel who will be providing the spare equipment and replacement parts for the proposed inmate telephone service and telephone sets. A complete list of contractors/subcontractors, managers, administrators, technicians, etc. must be provided to the County. This includes a complete list of business, cellular and pager numbers; the Vendor’s management home and emergency telephone numbers must also be furnished. Vendor shall provide a copy of your current repair procedure policy for both normal maintenance and emergency outages. Vendor shall provide a remedy for revenue lost due to system outages. 4.2.4.Vendor RFP proposals/submissions must include the number of certified technicians directly employed by your company and/or will be subcontracted and their proximity to the Facilities. 4.2.5.Vendor RFP proposals/submissions must include the on-site response time, method and level of service for the Facilities. Detail your ability to handle an emergency and provide an escalation plan. 4.2.6.The Vendor must exhibit to the County a best effort approach to completion of the repairs or replacement during the first twenty-four (24) hours following notification of a problem. The County shall be notified of progress and or delays in progress until there is resolution of the problem. Vendor shall notify the County and/or its Designated Agent any time a technician will be dispatched to the Facilities. The Page 15 of 70
  16. 16. successful Vendor shall respond to telephone requests for maintenance within two (2) hours from the initial call for service and be on-site within four (4) hours after the initial notification for physical diagnosis and/or repairs. 4.2.7.All costs for maintenance, support, repair of all software and equipment will be borne by the successful Vendor. 4.2.8.Vendor must have personnel to handle end-user requests: 4.2.8.1.Describe procedures for handling end-user complaints. 4.2.8.2.Describe procedures for handling refund requests. 4.2.8.3.Describe procedures for the blocking of requested telephone numbers. 4.2.8.4.State what company and/or call center, if not your own, will provide these services and the location of the call center that will be used to support end- user requests. 4.2.8.5.Describe the process for customer service inquires and hours of live operator availability. 4.2.9.The Vendor shall furnish, install and maintain telephones (inmate and visitation) for use by inmates at the Facilities operated by the County shown in Section 4.6.5. The Vendor shall provide all telephone services to the inmates utilizing the Vendor’s inmate telephone service in accordance with those requirements and provisions set forth in this section. 4.2.10.Vendor shall perform extensive testing on all system changes or upgrades prior to discussing with the County or its Designated Agent. At a minimum, the extensive testing, said changes or upgrades shall include: 4.2.10.1.Extensive testing on a system identical to the existing system at the Facilities. 4.2.10.2.Analog, Data, and Circuit testing. 4.2.10.3.International call testing 4.2.11.The Vendor shall notify the County of any new software upgrades within thirty (30) days of the introduction of the new software into the market by Vendor. Vendor shall upgrade the inmate telephone service, upon mutual agreement from County, with new software versions and new hardware as required by the County at no cost to the County. The Vendor shall adhere to the following Performance Process when upgrading the inmate telephone service software and equipment, or performing any changes to the inmate telephone service at the Facilities. Any deviation from this process may result in a fine or penalty to Vendor. Such fine or penalty will be equal to no less than two hundred dollars ($200.00) per occurrence or equal to any fine imposed by the agency supplying the inmates, whichever is greater. The fine or Page 16 of 70
  17. 17. penalty shall be due and payable by Vendor upon receipt of written notification from the County, or its Designated Agent, of the total amount due. 4.2.11.1.Vendor shall provide written detailed information about the change and/or upgrade, specifically identifying additional features and functionalities said changes will make available to the Facilities. 4.2.11.2.Vendor shall receive written notification from the County and/or its Designated Agent, before scheduling or proceeding with any changes to the inmate telephone service at the Facilities. 4.2.11.3.Vendor shall provide the County and/or its Designated Agent with written instructions for the inmates of changes to any prompts or calling procedures. Such instructions shall be provided in English, Spanish, Hmong and Russian and posted throughout the Facilities by Vendor. 4.2.11.4.The County, at its option, shall have a minimum of two (2) weeks to notify inmates at the Facilities of any inmate telephone service changes that are going to specifically affect the inmates. 4.2.11.5.Vendor shall coordinate a convenient time and day with the County and/or its Designated Agent to implement the changes or upgrades to the inmate telephone service to avoid disruption. Vendor shall work with the Facilities to schedule the changes or upgrades during a time when the telephones are not being used regularly by the inmates. 4.2.11.6.Vendor shall coordinate the presence of a technician to the Facilities on the day of implementation to place test calls and ensure the inmate telephone service is functioning correctly. 4.2.11.7.All said changes shall be made by Vendor at no cost to the County. 4.2.12.Vendor shall appoint an Account Executive (“AE”) who will act as a single point of contact for all inmate telephone-related activities, inquiries, service requests and issues. Vendor will provide a toll free telephone number, for inmate telephone service issues. Vendor shall also provide a fax number and email address in its response to this RFP. 4.2.13.The Vendor shall provide the necessary labor, parts, materials, and transportation to maintain all proposed telephones in good working order and in compliance with the equipment manufacturer's specifications throughout the life of the contract. No charge shall be made to the County for maintenance of the inmate telephone service. 4.2.14.The Vendor shall maintain all cable related to the inmate telephone service, whether reused or newly installed. 4.2.15.Either party shall report to the other party any misuse, destruction, damage, vandalism, liability, etc. to the inmate telephone service. Vendor will assume liability for any and all such damages. Page 17 of 70
  18. 18. 4.2.16.All issues surrounding the inmate telephone service shall be reported by Vendor to the County or its Designated Agent promptly. 4.2.17.Vendor shall ensure that all inmate and visitation telephones are operable no less than 98% of the time on a monthly basis (“in-service ratio”) per Facility. The in-service ratio excludes down-time associated with regularly scheduled maintenance/upgrades, facility lock-downs or power outages beyond Vendor’s control, which require the inmate and visitation telephones to be shut-off. In the event Vendor does not restore service to the inmate and visitation telephones to maintain/meet the in-service ratio, Vendor may incur liquidated damages of five hundred dollars ($500.00) per day until the day the in-service ratio is met. In no event will natural disasters or acts of God cause Vendor to incur liquidated damages. Should Vendor incur liquidated damages, the Sheriff’s Department and/or Probation Department will invoice Vendor. Payment for the invoice will be due the Sheriff’s Department and/or Probation Department within thirty (30) days of Vendor’s receipt of the invoice. 4.3. Call Rating and Commission Accountability 4.3.1.Describe your billing and collection process based on the following criteria: 4.3.1.1.How are calls billed and who is your billing company? 4.3.1.2.Explain the billing process for collecting, rating, sorting, distributing, and billing of calls. 4.3.1.3.What additional fees, if any, are charged on the end user’s telephone bill (ex: monthly billing fee, carrier administrative fee, etc.)? Please be sure to specify the amount of the fee(s). 4.3.1.4.What types of payment options are available to the called party to set up/fund a pre-paid collect account? 4.3.1.5.Please disclose all fees associated with establishing pre-paid collect accounts (ex: transaction fee, refund fee, etc.). 4.3.1.6.Please detail the process for obtaining a refund for any remaining or available balances on a pre-paid collect account. 4.3.1.7.Please specify the timeframe it takes for a pre-paid account to become dormant. 4.3.1.8.Please describe what happens when a pre-paid collect account becomes dormant. 4.3.1.9.Please indicate whether Vendor offers a direct bill option. 4.3.1.10.What collect threshold will be imposed upon the called party on a daily, weekly and/or monthly basis? The County requires that the monthly collect threshold is set at a minimum of one hundred dollars ($100.00) per telephone number. Page 18 of 70
  19. 19. 4.3.1.11.Describe the time when the billing for an inmate call begins (when the inmate dials the telephone number, when the inmate telephone service dials the desired number, when the called party answers, when the called party accepts the call, etc). 4.3.2.The Vendor shall submit a request in writing to receive approval from the County for any calling rate increases and/or decreases for inmate telephone calls before any new calling rates are implemented. The County will respond in writing to Vendor’s request. Should Vendor decrease the calling rates without the express written approval of the County, the Vendor shall be responsible for paying commissions on the Gross Revenue as determined by applying the calling rates prior to the unapproved change. Should Vendor increase the calling rates without the express written approval of the County, Vendor must issue credits to all customers that are overcharged. A list of the issued credits shall be provided to the County and/or its Designated Agent as documentation. No commission refund shall be due from the County to Vendor for unapproved rate increases. 4.3.2.1.The Vendor shall implement any rate adjustments requested by the County within ten (10) days of said request, subject to regulatory approval. 4.3.2.2.Any change in tariff which is not approved by a designee of the County in writing in advance of the change shall be grounds for termination of the contract. 4.3.2.3.Vendor must support the ability to have multiple rate schedules at the Facilities. For example, state or federal inmates may require the application of unique rate schedules for these inmates only without impacting rates charged to other inmates. 4.3.3.Vendor shall pay commissions calculated on all Gross Revenues generated by and through the inmate telephone service including collect, debit and pre-paid inmate calls placed from the inmate telephone equipment located at the Facilities. 4.3.3.1.Gross revenues are generated by completed calls (see description of a completed call). Any additional fees to be added to the called party’s bill or paid by the called party (including those associated with establishing/funding pre-paid collect accounts) for inmate telephone calls from the Facilities must be approved by the County prior to implementation. Any charges/fees added to the called party’s bill without the express written consent of the County shall carry a fine of five hundred dollars ($500.00) per day from the date the additional charges/fees were first added through the date the charges/fees were discontinued. Additionally, Vendor shall refund each called party for the unapproved charges/fees from the date the charges/fees were implemented until the date the charges/fees were discontinued. The County and Vendor shall mutually agree on the method of compensation for any new/additional charges or fees. 4.3.3.2.Gross Revenue includes, but is not limited to, all Local, Intralata/Intrastate, Interlata/Intrastate, Interlata/Interstate, and International revenues and any Page 19 of 70
  20. 20. and all additional charges and fees generated by completion of all collect, debit and pre-paid calls. 4.3.3.3.Vendor shall pay commission on the total Gross Revenues before any deductions are made for unbillable calls, bad debt, uncollectible calls, fraudulent calls, LEC adjustments, or any other Vendor expenses. 4.3.3.4.Pre-paid calls include, but are not limited to, those calls completed by using a pre-paid card as well as all calls which have been pre-paid by any person or entity and by any method of payment. 4.3.3.5.A collect call is deemed to be complete and commission due when the called party accepts the call regardless if the Vendor can bill or collect the revenue on the collect call. A debit call is deemed to be complete and commission due when a connection is made between the inmate and the called party even if such connection is established by automated machine pick-up. A pre-paid call is deemed to be complete and commission due when a connection is made between the inmate and the called party, whether such connection be established by positive acceptance or by live or automated (i.e. answering machine) pick-up. 4.3.3.6.Commission for debit calls shall be based upon total Gross Revenues, as specified above, generated from debit call usage and is payable pursuant to County requirements regarding commissions and reporting. On the tenth (10th) day following the month of traffic, Vendor shall submit a monthly invoice and corresponding usage report to the County and/or it Designated Agent for the full amount of the debit usage (less any issued credits/adjustments) for the prior traffic month. 4.3.3.7.Commission shall be due the County upon the County’s purchase of pre-paid cards from Vendor but shall be payable pursuant to County requirements regarding commissions and reporting. Additionally, the County shall not be liable for any of Vendor’s costs including, but not limited to, taxes, shipping charges, network charges, insurance, interest, penalties, termination payments, attorney fees, liquidated damages or any other Vendor costs. Vendor shall indicate whether the proposed calling rates in Appendix D include sales tax. 4.3.3.8.Calls to telephone numbers that appear on the free call list supplied by the County shall not generate revenue for Vendor and shall not be commissionable to the County. Only those numbers designated by the County on the free call list shall be marked as “Free” in the inmate telephone service. 4.3.4.Vendor shall, at its own option, include a financial incentive offer in addition to the commission proposal shown in Appendix D. 4.3.5.The Vendor shall, at its option, include an up-front Minimum Annual Guarantee payment (“MAG Payment”) to be specified in Appendix D. Page 20 of 70
  21. 21. 4.3.6.The Vendor shall provide commission payments and traffic detail reports to the County and/or its Designated Agent no later than the fifteenth (15th) day of the month following the month of traffic. The County prefers commission payments be sent via wire transfer. The County requires that traffic detail reports be sent via electronic format. 4.3.6.1.Traffic detail reports shall include a detailed breakdown of the traffic for all collect, debit and pre-paid calls for each inmate telephone or inmate telephone station at the Facilities. Traffic detail shall include, at a minimum, each of the following items for each inmate telephone station broken down by collect, debit and pre-paid call types: (a) Facility Name; (b) Facility Identification Number; (c) Facility Street Address, City, State, and Zip Code; (d) Automatic Number Identifier, or inmate telephone and/or inmate telephone station port number; (e) Total Gross Local Revenue and Commission per inmate telephone or inmate telephone station; (f) Total Gross Intralata/Intrastate Revenue and Commission per inmate telephone or inmate telephone station; (g) Total Gross Interlata/Intrastate Revenue and Commission per inmate telephone or inmate telephone station; (h) Total Gross Interlata/Interstate Revenue and Commission per inmate telephone or inmate telephone station; (i) Total Gross International Revenue per inmate telephone or inmate telephone station; (j) Commission Rate; (k) Total Commission Amount (including, but not limited to, Local, Intralata/Intrastate, Interlata/Intrastate, and Interlata/Interstate); (l) Period Dates; (m) Total Minutes of use per inmate telephone or inmate telephone station for each call type; (n) Total Number of Calls per inmate telephone or inmate telephone station for each call type; (o) Total Debit Usage for each call type; and (p) Total Pre-Paid Usage for each call type; (q) Total Pre- Paid Card Purchases. Please provide a sample of how the Vendor will meet this requirement. 4.3.6.2.Commission discrepancies must be resolved by Vendor within thirty (30) days of receipt of notification of a discrepancy from the County or its Designated Agent or such discrepancy is subject to late charges, as described below and/or termination of the contract at the sole discretion of the County, and/or any other legal course of action the County elects to pursue. 4.3.6.3.Commission payments, traffic detail reports, billing files, CDR reports and/or reports not containing the required fields received by the County or its Designated Agent after the due date are subject to late charges. The due date for all payments and reporting is the fifteenth (15th) day of the month following the month of traffic. Late charges for commission payments shall be equal to five percent (5%) per month of the commission due. Late charges for reporting shall be a fee of $750.00 per month for each report not received by the fifteenth (15th) day of the month following the traffic month. 4.3.6.4.Vendor shall provide monthly system platform Call Detail Records (CDRs) and billing files which shall be delivered to the County and/or its Designated Agent no later than the fifteenth (15th) day of the month following the month of traffic. Page 21 of 70
  22. 22. 4.3.6.5.The billing files shall contain all fields in the exact format and exact content as those files prepared and submitted for billing to the called party. The billing files shall be accompanied by a complete file map and complete field legend. The billing files shall contain, but shall not be limited to, the following fields: (a) Site ID; (b) Site Name; (c) Batch ID; (d) Row ID; (e) From ANI; (f) To ANI; (g) Begin Time; (h) End Time; (i) Duration; (j) Call Amount; (k) Type of Call; (l) Originating City; (m) Bill City; (n) Bill State; (o) Traffic Period; and (p) Additional Charges and/or Fees (USF, billing statement fees, etc). 4.3.6.6.The system platform CDRs shall contain all calls (both attempted and completed) which originated from the Facilities for each day and each time of the day for the period for which said raw CDRs are requested. The raw CDRs shall contain the unedited data including all fields and all field content. When requested, these records shall be accompanied by a complete file map and complete file legend. The CDRs shall contain, but shall not be limited to, the following fields: (a) Origination Number; (b) Dialed Number; (c) Facility; (d) Facility Identifier; (e) Call Date; (f) Call Time; (g) Termination Reason; (h) Termination Code; (i) Trunk; (j) Duration in Seconds; (k) Call Amount; (l) Bill Type; (m) Station; (n) Completion Status; (o) Inmate ID; (p) Call Type; (q) Validation Result. 4.4. Technical Requirements and Specifications The following identifies the minimum requirements of the desired inmate telephone service: 4.4.1.The inmate telephone service shall be capable of providing all operational features and system requirements applicable to all calls placed through the system, including local, long distance, and international calling. The inmate telephone service shall also be capable of providing all operational features and system requirements applicable to visitation audio recording. 4.4.2.The inmate telephone service shall be capable of providing current technology and web based equipment with stand-alone on site host or central processor. There must be multi-level password security access with architecture that can be expandable to allow future growth. Off-site or centralized systems are not acceptable. 4.4.3.Each call, having been identified as being placed through the Vendor’s inmate telephone service, shall be delivered to the called party as a collect call, debit and/or pre-paid call, if the debit and/or pre-paid application is in effect and chosen as the means to place the call. The called party should be able to hear call process. 4.4.4.Telephone station equipment shall be powered by the telephone line and require no additional power source. A power source will be available at the demarcation location. 4.4.5.Vendor agrees to install the quantity of telephones, enclosures and/or booths required by the County as outlined in Section 4.6.5. 4.4.6.The inmate telephone service shall comply with all Federal Communication and/or Utility Commissions regulations. The inmate telephone sets in all Facilities shall be Page 22 of 70
  23. 23. stainless steel and shall be sturdy, non-coin, vandal resistant and steel armored; the cord length for the inmate and visitation phones is specified in Section 4.6.5. In addition, the telephone sets and shall be composed of durable, tamper-free equipment suitable for a correctional/detention environment with placards containing dialing instructions. The telephones must contain no removable parts. The inmate telephone service shall post calling rates near inmate telephone sets. 4.4.7.The Vendor shall provide a sufficient number of telephone/trunk lines to the inmate telephone service to allow inmates the opportunity to place calls 99.5% of the time. 4.4.8.After the dialing sequence, the inmate shall be put on-hold. The inmate shall not be permitted to monitor the call progress and shall not be allowed to communicate with the called party, until the call is positively accepted. 4.4.9.The Vendor shall provide telephone reception quality at least equal to the toll quality offered to the general public and shall meet telecommunication industry standards for service quality. All inmate telephones installed must have the ability to be “amplified” or include volume controls to be set by the inmates. The Vendor shall accept the County’s decision regarding whether the reception quality meets industry quality standards. 4.4.10.Call acceptance by the called party shall be accomplished for all collect, debit and pre-paid calls through caller confirmation (positive acceptance). Voice recognition is not an acceptable method for positive call acceptance. The inmate telephone service shall be able to recognize and distinguish standard or irregular busy signals, standard or irregular ringing signals, answering machines, cellular telephones, pagers, operator intercepts, quick disconnects, chain dialing, no voice from called party, etc. Vendor shall provide information on how the proposed inmate telephone service will meet this requirement. 4.4.11.The inmate telephone service shall process calls on a selective multi-lingual basis and have capabilities for English, Spanish, Hmong and Russian. The inmate must be able to select the preferred language utilizing a simple code. Vendor shall indicate whether the called party will be able to select the preferred language for call prompts. During the call set up process, the inmate telephone service shall provide a pre-recorded announcement identifying: 4.4.11.1.That the call is coming from a specific inmate at the Facility. 4.4.11.2.That the call “may be monitored and recorded.” 4.4.12.The inmate telephone service shall monitor the switch hook of the inmate telephones and if the switch hook is depressed at any time, the call will be disconnected or an internal dial tone should be activated to prevent fraud. Vendor must assume all responsibility for fraud. 4.4.13.The inmate telephone service shall provide a recording at the beginning of all collect calls clearly identifying the call as a collect call to the called party. This recording must be free of any toll charges. Page 23 of 70
  24. 24. 4.4.14.Vendor must indicate how much time is allowed for the inmate to record his/her name when placing a call and how many times the system will play the message to the called party prior to termination. The inmate telephone service shall have the capability to configure the time allowed for the inmate to record his/her name. 4.4.15.Written dialing instructions in English, Spanish, Hmong and Russian must be permanently and prominently displayed on or near each inmate telephone. 4.4.16.The Vendor shall subscribe to the LEC Line Information Screening Data Base (LIDB). The Vendor shall query this database for each inmate call and process only those calls which do not have Billed Number Screening (BNS). The Vendor must assume all responsibilities for the cost and the accuracy of validation. 4.4.17.The inmate telephone service shall provide a recording back to the inmate which details why a call was not completed. Please provide a list of the available recordings. 4.4.18.The inmate telephone service shall have the capability to allow a designated number of free, local telephone calls per inmate. The County requires that the inmate telephone service allow free local calls from each of the intake/booking inmate telephones. 4.4.18.1.The inmate telephone service shall be capable of allowing free local calls with speed dials for certain numbers such as the Public Defender, Crime Stoppers, etc. 4.4.19.Vendor’s ITS shall have the capability to be configured to allow the inmate to remain muted while being able to hear the call progress (ex: ringing on the line, voicemail pick-up, etc.) 4.4.20.The inmate telephone service shall have the capability to program a specific speed dial code to selected numbers as determined by the County. 4.4.21.Vendor’s ITS must be able to recognize rotary telephones to ensure completion of all calls. 4.4.22.Vendor must specify how international calls are processed and whether international collect calls can be completed via the proposed inmate telephone service. 4.4.23.Vendor must specify the process for completing those calls that would normally be blocked because of CLEC, cell phones and unbillable issues. Vendor shall also identify the percentage of calls on an average basis they do not pass validation because of CLEC, cell phones and unbillable issues. 4.4.24.The inmate telephone service shall, upon request by the County, provide specific information for tracking inmate calling activities and calling patterns by individual telephone numbers. The following reports shall be available for monitoring and billing purposes: 4.4.24.1.Monitoring reports that can be provided or sorted by any or all of the following criteria: Page 24 of 70
  25. 25. 4.4.24.1.1.Daily statistical reports; 4.4.24.1.2.Facility name; 4.4.24.1.3.Originating number (mapped to specific location and station at the Facilities); 4.4.24.1.4.Terminating number; 4.4.24.1.5.Date of call; 4.4.24.1.6.Time of day; 4.4.24.1.7.Length of call; 4.4.24.1.8.Type of call; 4.4.24.1.9.PIN number; 4.4.24.1.10.Frequently called numbers (for all numbers called more than 5 times in one day); 4.4.24.1.11.Common numbers called (for all numbers called by more than one inmate); 4.4.24.1.12.Originating station (mapped to specific location at the Facilities); 4.4.24.1.13.Bill type; and 4.4.24.1.14.Calls not passing validation. 4.4.24.2.Billing reports that can be provided or sorted by any or all of the following criteria: 4.4.24.2.1.Call detail report; 4.4.24.2.2.Amount charged per call; 4.4.24.2.3.Gross revenue; 4.4.24.2.4.Daily statistics; 4.4.24.2.5.Monthly statistics; 4.4.24.2.6.Called party/number accepting report; 4.4.24.2.7.Fraud/velocity report; 4.4.24.2.8.Separate facility totals and statistics; Page 25 of 70
  26. 26. 4.4.24.2.9.All Facility totals and statistics; 4.4.24.2.10.Total calls; 4.4.24.2.11.Calls by date; 4.4.24.2.12.Pre-paid card report; 4.4.24.2.13.Debit usage report; 4.4.24.2.14.Bill and call type distribution; 4.4.24.2.15.Time of day; 4.4.24.2.16.Length of a call; and 4.4.24.2.17.Calls being denied by validation 4.4.25.The inmate telephone service shall also provide the capability to customize reports in a form mutually agreed upon by the County and/or its Designated Agent and Vendor. 4.4.26.The system platform CDRs shall be stored in a minimum of three (3) locations to avoid any possibility of call detail records being lost. 4.4.27.The inmate telephone service shall store all call detail records, including all attempted and completed calls at the Facilities for the life of the contract. The County shall have access to all call detail records from all workstations and remote access computers, based on the user’s access level. 4.4.28.The inmate telephone service shall have the capability to perform remote diagnostics to the inmate telephone service to determine if a problem is with the telephone unit or with the telephone line. Remote diagnostic tests shall be, at a maximum, run one time each day on each telephone. 4.4.29.The inmate telephone service shall be capable of allowing multiple operators simultaneous access while maintaining adequate security to prevent unauthorized use and access. 4.4.30.The Vendor shall provide accommodations necessary to comply with Americans with Disabilities Act (ADA) requirements including, but not limited to, providing telephones which are accessible to persons in wheelchairs and providing systems that are compatible with Telephone Devices for the Deaf (TDD). 4.4.30.1.Vendor shall provide the number of TDD telephones as specified in Section 4.6.5. 4.4.30.2.Vendor must indicate how the TDD telephones work with the proposed inmate telephone service. Page 26 of 70
  27. 27. 4.4.31.The inmate telephone service must offer the called party an option to receive a rate quote during the call set-up process. The inmate telephone service must repeat the options to the called party a minimum of two (2) times during the initial call process. 4.4.32.The inmate telephone service shall be capable of accommodating pro bono calls to Consulates for all countries which may be required for ICE detainees. This option, when requested by County, shall be provided at no cost to County. 4.4.33.Vendor shall have the capability to establish an informant line. Calls to the informant line shall be free, provided at no cost to the County and shall be routed via the inmate telephone service to a destination designated by the County. 4.4.34.Vendor shall work with the County on the implementation of a reporting line which complies with the Prison Rape Elimination Act (PREA) of 2003. The PREA line shall be set up at no cost to the County. At a minimum, Vendor shall: 4.4.34.1.Route free calls via the inmate telephone service to a destination provided and designated by the County, which destination may be the same as that used for the Facilities’ informant line. 4.4.34.2.Provide a telephone line at no cost to the County dedicated for the PREA calls to which the calls will be routed as free. 4.4.35.At the County’s discretion, the inmate telephone service shall have the capability of allowing free, recorded calls to the Correctional Health Services advice nurses to facilitate the triage of medical complaints for nurse’s sick call at each facility. Vendor shall designate a speed dial for the Correctional Health Services number and inmates shall have the capability of dialing this number from any inmate telephone located within the facilities. Vendor shall be prepared to accommodate telephone spacing needs as requested by the County to ensure compliance with confidentiality concerns regarding access to health services. The County shall provide Vendor with the location of the inmate telephones which shall be relocated for spacing reasons. 4.4.36.The pre-paid and/or debit application shall work with the inmate telephone service provided. 4.4.36.1.Personal Allowed Number (PAN) lists shall only be initially implemented at the Probation Department’s Facilities. PANs may NOT be utilized at the Sheriff’s Department Facilities. 4.4.36.2.The pre-paid and/or debit application shall allow for pre-payment to a specific inmate’s account by an inmate or member of inmate’s PAN/approved depositor list. 4.4.36.3.The inmate telephone service shall provide the inmate with the balance of their debit and/or pre-paid account at the time of the call. 4.4.36.4.The pre-paid and/or debit application shall allow international calls. Page 27 of 70
  28. 28. 4.4.36.5.Vendor shall have the capability to configure the pre-paid cards for usage outside of the Facilities. Vendor must provide detailed information on this process. 4.4.36.6.The pre-paid and/or debit application shall have the capability to terminate a debit account and refund income to the inmate or participant on the inmate’s PAN. Please describe Vendor’s process for meeting this requirement. Under no circumstances will the Vendor be allowed to keep any money deposited in a debit account or in a pre-paid collect account upon termination of the contract between the County and Vendor. All monies shall be returned to the individual inmate or end-user at the termination of the account or six (6) months of no activity, whichever comes first. 4.4.36.7.The debit application shall have the capability to interface with the current commissary system for ease of transferring money from the inmate’s trust fund/commissary account to the inmate telephone service. The current commissary provider is ARAMARK. Further, Vendor shall state whether Vendor has an established interface with ARAMARK. If Vendor does not have an established interface, Vendor is encouraged to contract ARAMARK during the RFP process in preparation for meeting this requirement for the initial implementation. It is the Vendor’s responsibility to create and establish the interface with ARAMARK. The County shall not be responsible for paying any amounts associated with the required interface. 4.4.36.8.Vendor shall provide information on how inmate telephone service handles debit balances if an inmate is transferred from one County Facility to another. 4.4.37.Vendor must specify its validation process. 4.4.37.1.Please include whether the validation is done real-time or by batch. 4.4.37.2.Please specify Vendor’s process for unblocking a phone number which was originally restricted for non-payment, to include the timeframe for removing the restriction once the payment posts with the LEC. 4.4.38.Vendor must disclose, with percentages clearly shown, what work is or will be subcontracted, and what work is or will be performed by the Vendor’s employees for the Facilities listed in Section 4.6.5. Failure to honestly and completely answer the above questions may cause Vendor’s response to this RFP to be rejected. 4.5. System Security, Control and Investigative Features The telephone system shall provide as a minimum the following security, control and investigative features: 4.5.1.The inmate telephone service shall prohibit direct-dialed or incoming calls of any type. Page 28 of 70
  29. 29. 4.5.2.The inmate telephone service shall deny access to 800, 888, 877, 411, 555-1212, 900, 911, 950+1, 976 or 10-10xxx numbers/services. Allow the blocking of specific telephone number such as victims, witnesses, judges, and county staff. 4.5.3.The inmate telephone service shall prohibit access to a live operator for any type of call. 4.5.4.The inmate telephone service shall prohibit access to "411" information service. 4.5.5.The inmate telephone service must be able to be shut down quickly and selectively. The County must be able to shut down the inmate telephone service by cut-off switches at several locations including, but not limited to: 4.5.5.1.1.At demarcation location 4.5.5.1.2.By central control (manual master cut-off for all phones) 4.5.5.1.3.By select housing units (manual cut-off switches in control stations for individual phones) 4.5.5.1.4.Via workstation and/or remote access 4.5.6.The County prefers that Vendor’s inmate telephone service include voice biometric technology. If Vendor’s RFP proposal will include voice biometrics, Vendor must specifically include a section to provide an overview of the technology, detail on the enrollment process associated with the voice biometric solution and Vendor shall also indicate whether the voice biometric technology performs an initial verification and/or continuous verification of the inmate’s voice. This feature must be an integrated part of the ITS and must offer related analysis tools and capabilities. The County will not be a “beta test site” for unproven technology. Vendor must provide references of clients who are currently using this technology, including the size of the facilities. If Vendor’s voice biometric technology utilizes continuous voice verification, the references must include a facility where continuous voice verification has been in service successfully for at least six (6) months. 4.5.7.The inmate telephone service shall be capable of taking an individual station out of service without affecting other stations or units. 4.5.8.The inmate telephone service shall offer the option to record and monitor the visitation booths those Facilities that opt to record inmate calls or visitation sessions. 4.5.9.The inmate telephone service shall prevent any inmate telephone from receiving any incoming calls. The Vendor shall work with the local exchange carriers (LECs) to ensure such control. Vendor shall provide a detailed explanation regarding the information which is displayed on the called party’s caller ID each time a call from the Facility is placed (ex: “unknown number,” B-1 ANI, etc.). 4.5.10.The inmate telephone service shall provide an integrated capability to monitor, record, store and retrieve inmate phone conversations on a real time basis. Recordings Page 29 of 70
  30. 30. must be stored on-line for the entire contract term with the option to archive to electronic media such as a DVD or USB devices. 4.5.11.The inmate telephone service shall have a fraud prevention feature. 4.5.12.The recording playback function must be able to split inmate side of conversation from called party side of conversation to play on separate speakers for more detailed analysis. 4.5.13.The inmate telephone service, upon detection of a three way call (call forwarding and conference calls, etc.), shall have the capability to flag and/or terminate the call immediately. Three-way calls shall be flagged in the call detail records as “three-way call.” 4.5.13.1.Please indicate whether the inmate telephone service plays a message to the inmate and/or the called party prior to terminating the call. 4.5.13.2.Please specify the method used by the Vendor to detect three-way calls. 4.5.14.The County prefers that the inmate telephone service has the capability to detect and terminate Remote Call Forwarding calls. If Vendor’s inmate telephone service is unable to detect Remote Call Forwarding, please provide the status of Vendor’s research and development relative to detection of Remote Call Forwarding. 4.5.15.The inmate telephone service shall have the capability of answer detection. 4.5.16.The inmate telephone service shall be capable of denying certain telephone numbers from inmate dialing. 4.5.17.Vendor shall provide the County with laser-jet printers and workstations, working real-time with the inmate telephone service for monitoring, recording, and reporting. The number of workstations and printers is specified in Section 4.6.5. The workstations shall each include a CD/DVD burner. At the request of the County, Vendor shall provide remote access to the inmate telephone service at no cost. The provision of remote access shall allow the County the same features and functionalities, permitted by the user’s level of access, available on the dedicated workstation(s) supplied by Vendor. The inmate telephone service shall offer unlimited secure and concurrent access with no degradation to service quality from any PC or laptop with high speed internet connectivity. This remote access shall at a minimum enable authorized users to view call records, generate reports, monitor live conversations, and search/retrieve/play recorded calls. Remote access activity shall not impair system functionality or performance in any way. 4.5.18.The inmate telephone service shall be capable of allowing calls to specified numbers at specified times during the day. 4.5.19.The inmate telephone service shall be capable of limiting the length of a call, providing the dial tone at certain times of the day and allowing a maximum number of minutes or seconds per inmate, per month. The required call time limit is specified in Section 4.6.5. Page 30 of 70
  31. 31. 4.5.20.The County is interested in an inmate messaging system or service. This system would allow inmates to send short duration messages (voice mail) to called parties. All messages are to be recorded and stored for investigative purposes within the call processing system. The receiving called party may be charged a reasonable fee for each message. Vendor shall provide detail on its voice mail technology to include but not be limited to 1) required integration, 2) charge per voice mail, 3) method for compensation to the County. 4.5.21.In all circumstances, the inmate telephone service shall limit the inmate to a single call request. The inmate telephone service shall always require the inmate to disconnect the call in progress and initiate another call. 4.5.22.The PIN application shall work with the inmate telephone service using all of the features and functionalities described herein. 4.5.22.1.The inmate telephone service shall have the capability to assign and use Personal Identification Number (PIN) management. The PIN is the inmate’s X-Ref number which is generated by the JMS. 4.5.22.2.The County prefers that the inmate telephone service has the capability to will integrate with the County’s analytical software. At the minimum the system will need to integrate with the THREADS software provided by Direct Hit Incorporated or any of its resellers. At a minimum, Vendor shall export and FTP daily call detail reports, in a format specified by the County, to be imported into THREADS. 4.5.22.3.The inmate telephone service shall have the capability to provide collect, debit and pre-paid station-to-station calling utilizing a PIN. 4.5.22.4.The inmate telephone service shall have the capability to provide Personal Allow Numbers Lists (PANs) associated with each PIN. These PANs shall store a set quantity of allowed telephone numbers for each inmate. 4.5.22.5.Vendor shall indicate whether the proposed inmate telephone service documents updates or history of PAN entries. (ex: time/date stamp, etc.). 4.5.22.6.Vendor shall indicate how attorney phone numbers are stored with the PAN application and whether the attorney phone numbers count against the set quantity of allowed telephone numbers for the individual inmate. 4.5.22.6.1.The inmate telephone service shall be capable, upon request by the County, to provide specific information for tracking inmate calling activities and calling patterns by individual telephone numbers. At a minimum, the following reports shall be available for monitoring purposes: • PANs per inmate or identifying number; • Calls by PIN or other identifying number. Page 31 of 70
  32. 32. 4.5.22.7.The inmate telephone service shall have the capability to interface with the County’s booking/jail management system (JMS) so that the inmate PINs will be automatically transferred, activated and deactivated in the inmate telephone system based on the inmate’s custody status. The current JMS for the Sheriff’s Department is Jail Information Management System (JIMS). The case management system for the Probation Department is Juvenile Probation Information Program (JPIP). It is the Vendor’s responsibility to identify the requirements necessary to interface with JIMS and JPIP to ensure Vendor will be able to meet the auto-PIN requirement upon implementation. The County shall not be responsible for paying any amounts associated with the required interface. 4.5.22.8.The PIN numbers shall be stored in a database that is accessible to designated users, depending upon the user’s password level. 4.5.22.9.The inmate telephone service shall include, at a minimum, an alert system that will detect and prohibit an attempted call made to a restricted number, an attempted call using a restricted PIN, or an attempted call made from a restricted telephone. 4.5.22.10.The inmate telephone service shall be capable of transferring inmate information (ex: PINs, PANs, etc.) from one Facility to another without requiring manual re-entry of the inmate’s information. 4.5.22.11.Once an inmate’s account has been activated in the inmate telephone service, the inmate shall be allowed to place calls from any County Facility. 4.5.22.12.The inmate telephone service shall be capable of documenting the date/time when an individual PIN entry was added or modified in the inmate telephone service and document the user making the change. 4.5.23.The Vendor will provide for alerts via Short Message Service (SMS), email and automated recording. The system will have notification capabilities to enable live listening via mobile device without inmate knowledge. 4.5.24.Vendor’s application (a.k.a. user interface) shall at a minimum support: 4.5.24.1.The creation and deactivation of user accounts. 4.5.24.2.The creation and deactivation of inmate accounts. 4.5.24.3.The modification of which phones may be used by an inmate. 4.5.24.4.The ability to retrieve call detail data for a single inmate and date range. 4.5.24.5.The ability to retrieve call detail data for a single phone. 4.5.24.6.The ability to retrieve the recording for a single call. Page 32 of 70

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